Terms of Service

USER MANUAL

Lura.Host is a subsidiary of the LuraHosting Datacenter LTDA (CNPJ: 43.746.069/0001-71)

LuraHosting reserves the right to edit, alter, add, or remove any content within this document. By purchasing a product, service, or any tangible or intangible item from LuraHosting, you agree to adhere to the current and future terms of service.

I. 7-DAY WARRANTY
In case of dissatisfaction due to company errors or customer dissatisfaction with the provided service, we are willing to offer a full refund for shared hosting services (such as Minecraft and MTA) and a prorated refund for the days of service used for virtualization services like VPS (due to additional costs such as IP acquisition and bandwidth usage). Note: LuraHosting is the sole arbiter in determining whether a refund request is valid, and all necessary steps have been taken to resolve the issue.

II. REFUND POLICY
Refund requests must be handled directly with the Financial Department through the company’s ticketing system. Any dispute, chargeback, or complaint made outside of this system will not be recognized. Free services, promotional plans, and account credit are not subject to refunds or chargebacks. By purchasing such services, you agree to this clause.

For VPS services, if a refund is requested within seven (7) days of the consumer guarantee period, a prorated refund will be provided based on the remaining days of service, considering the costs of bandwidth, IPs, energy, and DDoS protection. For shared hosting services, a full refund will be provided if requested within the seven (7) day guarantee period.

If LuraHosting fails to deliver the service, the client is entitled to a prorated refund based on the remaining subscription days. However, no refund will be granted if the terms of service, usage policies, or abuse rules are violated. Upon cancellation, the server will be deactivated within 12 hours, and all data will be automatically deleted from our system, making recovery impossible.

VPS and hosting plans are only eligible for refunds within the seven (7) day guarantee period. After this time, refunds are not available unless justified by a lack of service or downtime exceeding 48 hours. Refunds will be processed within seven (7) business days via ticket request. Dedicated servers are non-refundable due to free setup fees.

III. BACKUP AND SECURITY
LuraHosting is not responsible for direct, indirect, incidental, or consequential damages, or any other type of loss of documents, files, databases, or any data stored on its services. Data security is entirely the client's responsibility. We do not guarantee the recovery or restoration of lost data. Under no circumstances will LuraHosting be liable for incidents caused by outdated systems, weak passwords, vulnerable applications, or any internet-related system.

All servers are updated daily with the latest security patches/releases, but we cannot guarantee that clients are using secure software or passwords. Clients are responsible for their security practices. A fee of $15 will be charged for restoring backups from suspended servers.

IV. COMPANY RESPONSIBILITY
LuraHosting is responsible for keeping the service in good condition, with a maximum allowable monthly downtime of 72 hours in the case of internal technical failures. LuraHosting may intervene in service operations for scheduled maintenance, announced in advance, to improve service quality and stability. No refunds will be provided for scheduled maintenance.

LuraHosting is not responsible for internet provider failures that affect the performance of client services. We are committed to keeping servers updated and secure to prevent threats to our infrastructure.

V. CLIENT RESPONSIBILITY
Any cybercrime activity, including hacking, denial of service, IP spoofing attempts, or port/protocol scanning, will result in immediate service termination without the possibility of reactivation or refund, and may lead to legal action. VPN use is allowed as long as it does not involve any of the aforementioned cybercrimes.

The client is fully responsible for actions on their service. Any violation or illegal activity must be reported to our technical team for evaluation according to our T&Cs. LuraHosting reserves the right to warn clients about legal consequences for misuse of services but denies any responsibility for such actions. Clients are solely responsible for incidents caused by sharing security keys or passwords. The use of our servers for spam activities is strictly prohibited and will result in service suspension or termination.

The client acts as an independent entity and assumes the risks of their activities. Clients are responsible for their services and hosted sites, including the transmitted and distributed content, as well as the files, addresses, and updates. The client agrees to respect third-party rights, including personality and intellectual property rights, such as copyrights, patents, and trademarks.

If the client fails to make timely payments, LuraHosting reserves the right to suspend and terminate the service/product after two days of unpaid invoices. Clients must maintain secure backups of their data outside our infrastructure, as we are not responsible for any data loss.

The use of our servers for spamming, scamming, mining, or resource-abusing software is strictly prohibited and will result in service suspension or termination.

VI. TECHNICAL SUPPORT
LuraHosting provides technical support for assistance only and does not offer free management of your product. As such, third-party software installation or configuration requests are not supported for unmanaged plans.

Our average response time during business hours is under three hours. Outside of business hours, the response time may be up to 12 hours. Attack detection and mitigation are handled automatically by our monitoring systems. In the event of physical issues (related to the data center), such as network or hardware failures, response times may be extended depending on the severity of the issue.

VII. PAYMENTS
Any unpaid service will be suspended on the due date and terminated after four days. Services cannot be subscribed to outside of our platform, and LuraHosting is not responsible for any external sales.

VIII. DoS/DDoS ATTACKS
LuraHosting offers unlimited Anti-DDoS protection for shared hosting plans with no pre-set limits. VPS GAMER plans include PREMIUM (In-line) mitigation at no additional cost.

Our server has multiple mitigation rules, protecting against L3/L4 attacks. We do not guarantee protection against L7 attacks (HTTP-Request), as they involve real connections, but we will make every effort to mitigate them through reverse engineering. IP addresses may be subject to null routing if they pose a threat to our infrastructure. VPS OUTLET and ENTERPRISE plans do not include DDoS protection for gaming applications.

IX. ADDITIONAL TERMS
LuraHosting is not responsible for the files and services hosted by its clients. Any breach of federal, state, or local laws must be directly addressed with the client, and LuraHosting may provide relevant information to public authorities.

If any malicious, illegal, or non-compliant content is found, it should be reported to support, resulting in the immediate suspension of the plan. In shared hosting environments, if resource usage exceeds the contracted limit, our team will contact the client to resolve the issue within eight hours. The service may be temporarily suspended and is not eligible for refunds.

X. FINAL TERMS
By using this service, you confirm that you have read, understood, and fully accepted this agreement, including all legal measures applicable for its enforcement.