Terms & Conditions

Last updated · 2026-10-10

Contractual document that governs every service we provide and every interaction with our platform. We recommend reading it in full before using the website or placing an order.

1. Introduction

Thank you for your interest in our company, the website, and the services we sell through our online store.

Please read this document carefully. This document (called the "Document", the "Agreement" or the "Terms and Conditions") sets out the rules for using the website www.neohost.ro (the "Website") and the terms on which orders are placed through the Website, including delivery and refund conditions. By browsing the Website or placing an order you agree to the Terms and Conditions described below. This document is a legally binding agreement between you and us. Please also read our Privacy Policy and Cookie Policy before using the Website or placing an order. If you do not agree with these Terms or with the policies mentioned above, please do not use the Website.

2. This Agreement. Binding effect. Contact

Binding effect. You acknowledge that this Agreement and every policy it refers to (for example the Privacy Policy and the Cookie Policy) are binding on you. By browsing the Website or placing an order you undertake to comply with this Agreement and with those policies.

Changes and updates. We reserve the right to amend these Terms at any time and without prior notice. Your order will be governed by the Terms in force at the moment you place the order. You will always find the most recent version of the Terms on the Website.

We cannot guarantee that the products listed on the Website at a given moment will remain available at all times. We reserve the right to cease selling any product at any time.

Contact. If you have any questions or uncertainties, please write to contact@neohost.ro or send us a message via the contact form and we will answer as soon as possible.

3. Who we are

The Website www.neohost.ro is owned by SC NEOHOST SRL, a Romanian company with its registered office at Str. Morilor nr. 215, Galați, Romania, registered with the Trade Register under number J2025010276009, tax code 51285646, email contact@neohost.ro.

We operate an online business that supplies web hosting, VPS, game hosting and dedicated server services.

4. Your personal data

The Website processes personal data that you provide or that we collect from other sources, as described in detail in our Privacy Policy.

We are committed to complying with national and European legislation on personal data protection and the free movement of such data.

By visiting or using the Website, placing orders or interacting with us through any remote communication channel you agree to the processing of your personal data described in the Privacy Policy.

You also declare that all personal data and information sent to us are accurate. If the data do not belong to you, you declare that you obtained the prior written consent of the data subject whose data you provide, or that you rely on another lawful basis under Regulation (EU) 679/2016.

5. Eligibility

To legally place an order on the Website you must (1) be over 18 years of age and/or have full legal capacity; (2) agree to this Agreement; and (3) provide real, complete and up-to-date identity and contact information.

Sale to minors. We do not sell products to minors. If you are under 18 years of age, please ask a parent or guardian to place the order on your behalf or to authorise it.

6. Rules for using the Website

By accessing, visiting, placing an order or carrying out any other activity on the Website you agree to comply with the following rules:

You will use the Website solely to place legitimate orders or for information purposes;
You will not place any false or fraudulent orders. Otherwise we reserve the right to cancel the order, notify the competent authorities or pursue recovery of any losses;
You will provide real, accurate, complete and up-to-date information;
You will respect the intellectual property rights covering every element published on the Website;
You will not carry out any action that could harm our Website. Otherwise we reserve the right to pursue full recovery of any damage caused.

Consequences. We reserve the right to block access for any user who breaches the above rules, to cancel orders, to notify the competent authorities for administrative or criminal liability and to seek full compensation for any losses, including lost profits and court expenses (including attorneys' fees).

7. Contract formation

Date the contract is concluded. The contract between you and us is concluded when we expressly accept your order and you receive an email from us confirming the delivery.

Safeguard. If we do not accept your order but amounts have nevertheless been debited from you, we will refund those amounts as quickly as possible.

The decision is ours. We reserve the right, unilaterally and without having to give a reason, to decide whether or not to enter into a sales contract. We will not be liable to you if we refuse an order. Ownership of the products transfers to you only after you have paid all amounts due for them, including delivery costs.

8. Product availability

We cannot guarantee that the products displayed on the Website at a certain moment will be available for purchase at any time. We will not be liable to you if a product is no longer listed on the Website. Although we strive to update availability information in real time, we cannot guarantee that the information will be up to date at all times. All orders depend on stock availability.

Guarantees. If the products are unavailable after you have placed an order, we will inform you and recommend similar products of equal or comparable value. If you do not wish to order the recommended products, we will cancel the order and, if you have already paid for it, we will refund the amounts as soon as possible.

9. Price / payment / delivery

Product prices are displayed on the Website in EUR. NeoHost does not charge VAT, so the price shown is the final price. If there is an error regarding the price shown on the Website, we will let you know as soon as possible and either refund any additional amount you paid or ask you to pay the difference. If the new price is not acceptable, you do not respond to our request or we cannot contact you, we will cancel the order and refund the amount you have paid as soon as possible.

Product prices may be updated or modified at any time, replacing any previous price. Your order will be charged according to the prices valid when it is placed.

Orders can be paid online by bank card, through PayPal or by bank transfer (SEPA).

If you opt for payment by bank card, the processing of your card data is carried out through Stripe and we do not store any information about your card.

If you pay by card, the issuing institution will validate and authorise the payment. If the transaction cannot be completed for reasons beyond our control (for example insufficient funds or an expired card), the contract is not concluded and we will have no obligation to deliver the products. You may choose another payment method or attempt the transaction again with a valid card.

10. Force majeure and act of God

We will not be liable for delays or failures in performing our services if a case of force majeure or an act of God occurs. Force majeure includes, without being limited to, changes in legislation or regulations, embargoes, wars, terrorist acts, riots, fire, earthquakes, nuclear incidents, floods, strikes, epidemics, pandemics, adverse weather conditions and actions of hackers or internet service providers.

11. Right of withdrawal

NeoHost services are activated immediately after payment. If you are a consumer (an individual), by placing the order you give your express consent for the service to begin before the end of the 14-day withdrawal period provided for by Government Emergency Ordinance 34/2014, and you confirm that you are aware that, once the service has been activated, you can no longer request a refund on the basis of the right of withdrawal. Refunds are granted only under the conditions in section 14 (Refund Policy).

12. Intellectual property

All content of the Website is the intellectual property of SC NEOHOST SRL. Third parties may use the Website solely for information purposes and/or to place orders.

Users of the Website may not download, modify (in whole or in part), reproduce, copy, distribute, sell or exploit the Website in any other way that is contrary to the interests of SC NEOHOST SRL, whether or not for commercial purposes.

All materials (including but not limited to databases, graphic elements, trademarks and legal content) are the intellectual property of SC NEOHOST SRL. The entire Website is protected by Law no. 8/1996 on copyright and related rights. For any infringement we reserve the right to take action before the competent courts to obtain full compensation and to file a criminal complaint with the competent authorities.

13. Acceptable Use Policy (AUP)

This section forms an integral part of these Terms and Conditions and is binding on all NeoHost clients and users.

13.1Purpose

The Acceptable Use Policy (AUP) sets out the rules governing the use of all NeoHost services: neo_VPS™, neo_Game™, neo_Web™ and neo_Dedicated™. Use of any NeoHost service constitutes express acceptance of this Policy.

13.2Strictly prohibited activities

13.2.1Cyber attacks and network disruption

Launching, facilitating or participating in any type of cyber attack constitutes a serious violation and will result in the immediate suspension of the service.

DoS / DDoS attacks:

Launching flood attacks (UDP flood, TCP SYN flood, ICMP flood, HTTP flood, etc.) against any system
Using NeoHost services as a source or amplifier for DDoS attacks
Using tools or scripts designed to saturate the bandwidth of a third-party system

Unauthorised port scanning and enumeration:

Scanning ports on IP addresses not belonging to the client without the owner's written consent
Using tools such as Nmap, Masscan, Zmap or equivalents against third-party infrastructure
Active vulnerability enumeration or fingerprinting of third-party systems without permission

Man-in-the-middle and interception:

ARP spoofing, DNS spoofing or any other form of unauthorised network traffic interception
Unauthorised redirection of network traffic

13.2.1.1Exception: NeoHost network monitoring

NeoHost reserves the right to perform port scans, connectivity tests and other active diagnostic operations on its own infrastructure and on client services hosted on it, solely for the purposes of security monitoring, detection of abusive activity, service health checks and network quality maintenance. These operations are carried out by authorised NeoHost technical staff and do not constitute a violation of this Policy.

13.2.2Malicious software and hacking

Hosting, distributing or using malicious software on NeoHost infrastructure is prohibited regardless of purpose, including in so-called "testing" or "research" environments.

Viruses, worms, trojans and malware of any kind
Keyloggers and any software designed for the unauthorised capture of input data (keystrokes, clipboard, screen)
Spyware, intrusive adware or unauthorised surveillance software
Ransomware or malicious data-encryption software
Command and control (C2/C&C) servers for botnets
Exploits, payloads or attack kits
Unauthorised access attempts via brute force, credential stuffing or vulnerability exploitation
Using NeoHost services as a pivot for attacks on other systems

13.2.3Spam and communications abuse

Sending unsolicited bulk email (spam), including phishing campaigns
Operating mailing lists without the explicit consent of recipients
Using NeoHost services as an open mail relay
Aggressive automated scraping of third-party websites without the owner's consent

13.2.4Illegal or harmful content

Storing, distributing or publishing content that is illegal under Romanian or European law
Child sexual abuse material (CSAM), a serious criminal offence reported immediately to authorities
Copyright-protected content without authorisation (warez, piracy)
Content promoting hatred, discrimination or violence
Illegal marketplaces (sale of controlled substances, weapons, stolen data, etc.)

13.2.5Financial fraud

Operating phishing schemes or financial fraud
Hosting fake websites impersonating banks, payment platforms or government entities
Ponzi schemes, unauthorised MLM or other forms of fraud

13.2.6Cryptocurrency mining

Cryptocurrency mining in any form is strictly prohibited on all NeoHost services. No exceptions are made for any plan or service tier.

Prohibited on all neo_VPS™ plans (Spark, Flex, Core, Compute, Ruby)
Prohibited on all neo_Game™ plans
Prohibited on neo_Web™ (Shared Hosting)
Prohibited on neo_Dedicated™
Any mining process detected will be terminated automatically without prior notice

13.2.7Anonymisation networks and proxy abuse

Operating or participating in anonymisation network infrastructure of any kind is strictly prohibited on all NeoHost services.

Tor exit nodes, relay nodes, bridge nodes or any other Tor network component
VPN exit nodes or shared VPN endpoints intended for third-party traffic routing
Open proxies, anonymous web proxies or transparent proxies accessible to the public
I2P routers or similar darknet infrastructure
Any service whose primary purpose is to obscure the origin of network traffic

13.3Fair use bandwidth policy

NeoHost provides services on a shared network infrastructure. Excessive or abusive use of bandwidth affects the quality of services for all clients.

Traffic limits per plan

Traffic limits per plan
Plan	Monthly traffic	Daily limit	Port speed	Overage
Spark	2 TB	~66 GB	1 Gbps	Throttled to 100 Mbps
Flex	4 TB	~133 GB	1 Gbps	Throttled to 100 Mbps
Core	8 TB	~266 GB	1 Gbps	Throttled to 200 Mbps
Compute	12 TB	~400 GB	1 Gbps	Throttled to 300 Mbps
Ruby	12 TB	~400 GB	1 Gbps*	Throttled to 300 Mbps
neo_Game™ (all)	2 TB	~66 GB	1 Gbps	Throttled to 50 Mbps
neo_Web™ Shared	500 GB	~16 GB	Shared	Throttled
neo_Dedicated™	50 TB / unmetered†	N/A	1 Gbps*	Per contract

Port speed: Ruby and neo_Dedicated™ (marked * in the table) have a 1 Gbps port. A 10 Gbps port is available on request, for an extra fee.

neo_Dedicated™ traffic (marked † in the table): 50 TB a month, or unmetered traffic for an extra fee, depending on the option chosen when ordering.

Daily limits are indicative. Short-term bursts are tolerated provided the monthly average remains within the allocated limit.

Unmetered traffic: Internal traffic between NeoHost services, backup traffic generated by NeoHost systems and management traffic (SSH, control panel, system updates) do not count towards the monthly limit.

Overage behaviour: The client will be notified by email at 80% and 100% of the monthly limit. On exceeding the limit, speed will be reduced as per the table above, without service interruption. Abusive traffic (see below) leads to the suspension of the service. The client may purchase additional traffic or upgrade to a higher plan. NeoHost does not charge automatic overage fees without the client's prior consent.

Exceptional consumption (e.g. tens of TB within a few days) without a justifiable legitimate reason is considered abuse and will result in the temporary suspension of the service and an investigation.

Examples of bandwidth abuse:

Generating artificial traffic (traffic inflate)
Operating an open proxy, unauthorised commercial VPN or Tor exit node generating massive traffic
Unauthorised redistribution of NeoHost connectivity as an internet service to third parties (unauthorised ISP)
Content distribution (unauthorised CDN) without NeoHost's consent
Mass torrent seeding, pirate IPTV or unauthorised streaming that significantly exceeds plan limits

13.4NeoHost's right of emergency intervention

NeoHost operates a shared infrastructure and is responsible for protecting the integrity, availability and security of all services provided. In emergency situations, NeoHost reserves the right to intervene immediately on any service, without prior notice.

Situations justifying emergency intervention:

The service is generating abnormal traffic that affects or risks affecting other clients or NeoHost infrastructure
The service is being used as an active source of cyber attacks against third parties
The service shows clear signs of compromise (intrusion, rootkit, active botnet C2)
The service is consuming network resources at a level that jeopardises the stability of the shared infrastructure (e.g. absence of firewall rules allowing uncontrolled massive traffic)
A legal request or official notification has been received from competent authorities
The service hosts illegal content that triggers a legal obligation to act immediately

Possible types of intervention:

Applying firewall rules at the infrastructure level to limit or block abusive traffic
Temporary modification of the service's network configuration (rate limiting, packet filtering)
Temporary termination of processes or services generating abusive behaviour
Isolating the service from the external network for investigation
Full temporary suspension of the service until the situation is resolved

Post-intervention procedure: NeoHost will notify the client by email as soon as possible after the intervention, describing the situation and the measures taken. Relevant technical evidence (logs, traffic graphs) will be provided. The client will be given a reasonable deadline for remediation, after which the service will be fully restored.

NeoHost is not liable for data loss or service interruptions resulting from emergency interventions carried out in accordance with this Policy. Clients are advised to maintain regular backups independently of NeoHost services.

13.4.1Inbound attacks directed at client services (DDoS)

NeoHost provides standard volumetric DDoS filtering at network level. This protection is offered on a best-effort basis and is dimensioned for the shared infrastructure as a whole; it does not constitute an unlimited availability guarantee for any individual service. Where an attack directed at a client's IP address exceeds the capacity absorbed by the filtering, or persists to a degree that degrades the network, NeoHost or its upstream providers may null-route (blackhole) the affected IP address for the duration of the attack.

Where a service is the target of high-volume attacks, or of repeated or continuous attacks, NeoHost reserves the right to limit, null-route, suspend or terminate that service, including where the client bears no fault for the attack. This measure is necessary to protect the stability of the shared infrastructure and the other clients hosted on it.

Measures which may be applied:

Temporary null-routing (blackholing) of the attacked IP address until the attack subsides
Temporary or permanent change of the IP address allocated to the service
Application of rate limits, protocol filters or geographic filters on traffic destined for the service
Temporary suspension of the service for the duration of the attack
A requirement that the client migrate to a plan, location or configuration with dedicated mitigation capacity
Termination of the service with reasonable prior notice where attacks persist and no reasonable technical solution is available, or without prior notice where the attack poses an immediate risk to the infrastructure

Factors considered before suspension or termination:

The volume and duration of the attacks and their impact on the shared network capacity
The frequency of the attacks and whether they recur after the IP address has been changed
Whether the activity hosted on the service is a recurring and predictable target of attack
Whether the client has taken reasonable measures to reduce exposure (filtering, proxying, protection of the origin IP address)
Whether the attacks arise from a conflict or activity deliberately provoked or maintained by the client

Service interruptions caused by attacks directed at the client's service, and the measures set out above, do not constitute a failure of performance by NeoHost and do not entitle the client to SLA credits, refunds or compensation for the affected period. Clients whose activity carries a high risk of attack are advised to request, prior to deployment, a plan with dedicated mitigation capacity.

13.5NeoHost Management Agent

Certain NeoHost services, in particular those running Microsoft Windows, may be delivered with the NeoHost Management Agent (the "Agent") installed: a named, digitally signed Windows service which allows NeoHost to carry out administrative and maintenance operations on the service without requiring a reinstallation and without opening any inbound port on the client's machine. The Agent communicates exclusively outbound, over an encrypted connection, and acts only upon instructions cryptographically signed by NeoHost.

NeoHost reserves the right to use the Agent solely for administrative and technical purposes, and only where its use is expressly necessary, namely at the client's request, for maintenance announced in advance, or in the situations set out in Section 13.4. The Agent is not used for the routine monitoring of the client's activity or content.

Permitted purposes of use:

Carrying out maintenance, configuration or repair operations requested by the client through a support ticket
Applying security updates, patches and configuration changes announced in advance
Collecting technical inventory of the operating system and allocated resources, on demand and for a determined purpose
Diagnosing incidents affecting the service or the NeoHost infrastructure
Carrying out the measures provided for in Section 13.4, where the situation requires it

Safeguards applicable to the Agent:

The Agent does not capture credentials, keystrokes or screen content
The Agent does not conceal its processes, files, registry keys or network connections and may be inspected at any time by any administrator of the machine
Periodic status messages transmit service health metrics only; they do not transmit usernames, process lists, IP addresses or lists of installed software
Every operation carried out through the Agent is recorded in an audit trail retained by NeoHost, and command execution is recorded in the Windows Event Log of the machine
The Agent is supplied with a documented and supported uninstallation procedure

Removal of the Agent: The client remains local administrator of the machine and may, at any time, request the removal of the Agent or uninstall it directly. Personal data processed through the Agent is processed for the performance of the contract, in accordance with the Privacy Policy.

Where the client removes, blocks or modifies the Agent, NeoHost is released from any obligation to provide support which depends upon it, and any request requiring such access may be limited or refused accordingly. NeoHost remains entitled to intervene by other means in accordance with Section 13.4.

13.6Client security obligations

Keep the operating system and installed software updated with the latest security patches
Configure an adequate firewall to restrict access to ports required for legitimate activity
Use strong passwords and do not share them with unauthorised third parties
Monitor the service and immediately notify NeoHost upon detecting any abnormal behaviour
Any script or application installed on the service remains the exclusive responsibility of the client

A complete absence of firewall rules on an internet-facing server may be considered negligence and may justify NeoHost intervention in accordance with Section 13.4.

13.7Reporting abuse

Abuse or suspicious activities associated with NeoHost services can be reported to: abuse@neohost.ro

NeoHost will investigate all reports received. The identity of reporting parties will be kept confidential to the extent permitted by law.

13.8Consequences of AUP violations

Violation of this Policy may result in, depending on severity:

Written warning by email
Temporary suspension of the service until the situation is remedied
Throttling or bandwidth limitation
Immediate termination of the contract without refund of amounts paid in advance
Full recovery of damages caused to NeoHost, other clients or third parties
Reporting of illegal activities to competent authorities (DIICOT, ANCOM, Romanian Police, Europol)

14. Refund Policy

This section describes the conditions under which a refund may be requested from NeoHost. Please read it in full before purchasing any service.

14.1General principles

NeoHost services are prepaid and are non-refundable as a general rule once the service has been activated. By purchasing a service you acknowledge that charges apply at the time of activation, regardless of actual usage during the billing period.

14.2Eligible grounds for refund

A refund may be requested only in the following circumstances:

The service was not delivered due to a provisioning error on NeoHost's part (e.g. failed automated setup, hardware failure that prevented activation)
The service experienced unresolved major downtime exceeding 72 consecutive hours attributable to NeoHost infrastructure failures, and no equivalent replacement or workaround was offered

14.3Non-refundable circumstances

The following situations do not qualify for a refund under any circumstances.

Services suspended or terminated due to violations of the Acceptable Use Policy (§13)
Plan upgrades or changes applied to an already-active service
Unused time remaining on an active subscription following a client-initiated cancellation
Cancellations requested by the client without a cause attributable to NeoHost
Payments for supplementary resources: additional IP addresses, add-ons, or one-time setup fees

14.4Payment processing

Payments are made by card, through PayPal or by bank transfer (SEPA). Card payments are processed through Stripe. Once a service is active, the corresponding payment is considered final. NeoHost does not store card data and cannot unilaterally initiate partial reversals of card payments outside the standard Stripe dispute process.

14.5How to request a refund

Refund requests must be submitted by email to sales@neohost.ro within 7 calendar days of the incident giving rise to the claim. The request must include:

The client name and account email address
A description of the incident and the grounds for the claim
The order reference or service ID

14.6Review and processing timeline

NeoHost will review all refund requests within 5 business days and notify the client of the decision by email. Approved refunds will be processed within 5-10 business days via the original payment channel used for the transaction.

NeoHost is a Romanian micro-enterprise and does not apply VAT to its invoices. Refunded amounts reflect the net amount paid, without any additional deductions or fees.

15. Final clauses

These Terms constitute the entire agreement between you and us with respect to the subject matter of any Contract and replace any prior verbal or written agreements between you and us.

This Contract is binding. You may not transfer, assign, encumber or otherwise dispose of this Contract or of any of your rights or obligations arising from it without our prior written consent. We may transfer, assign, encumber, subcontract or otherwise dispose of this Contract or any of our rights or obligations arising from it.

This Contract and any use of the Website are governed by Romanian law. Any dispute between us will be submitted to the competent Romanian courts.