// Legal

Terms and Conditions

Effective date · 2 November 2026

What changes

  • Downtime compensation (SLA), London dedicated servers only. The 99.9% commitment and the credit of up to 50% of the monthly price remain, but the credit is no longer applied automatically: you have to request it by opening a ticket within the 30 calendar days following the outage. VPS and Amsterdam dedicated servers no longer have downtime compensation.
  • Outages before 2 November. Outages of any service are still compensated as they are today.
  • Scheduled maintenance in London. It only stops counting as downtime if we give 48 hours’ notice, and only up to 4 hours per period; anything beyond that counts.
  • Billing. We put in writing how we already charge today: by card and in advance; VPS and Amsterdam dedicated servers every 30 days; London dedicated servers every month. When we deliver a London dedicated server, we can postpone the billing date once by up to 7 days, and you are not charged for those extra days.
  • VAT. Published prices do not include VAT; before you pay, we show you the VAT that applies based on your details and the final price.
  • Non-payment. If a payment fails, we notify you and retry it; we can only suspend the service once at least 3 days have passed since the notice, and terminate it once 14 days have passed since the notice. When we terminate it, the server and its data are deleted.
  • Limitation of liability. If you order as a business or professional, our liability is capped at the monthly fee for that service in that period. If you are a consumer, we are liable as provided by law.
  • Changes to the terms. We explain the reasons for which we may change them, we give 30 days’ notice and, with any change, you can leave without penalty and get a refund for what you have not used.
  • Cancelling. As well as from the panel, you can cancel by writing to info@pulsarhost.es.
  • Access to the panel. We describe how you actually sign in: with a link we send you by email and, if you turn it on, two-step verification.
  • Cryptocurrency mining. It is prohibited on VPS without express authorisation.
  • Complaints. We remove the link to the EU online dispute resolution platform, which closed in 2025, and explain where you can turn: first to us (reply within one month at the latest), and then to the consumer affairs services of your municipality or region, or to the European Consumer Centre.

These terms govern the contractual relationship between Juan D. Piqueras González, a self-employed professional operating under the trade name PulsarHost (hereinafter “PulsarHost”), and the user who orders its services. By registering and ordering a service, you accept these terms in full.

1. Identification of the service provider

In compliance with Article 10 of Law 34/2002 on Information Society Services and Electronic Commerce (LSSI-CE), the details of the service provider are as follows:

  • Owner: Juan D. Piqueras González (self-employed professional)
  • Trade name: PulsarHost
  • Tax ID (NIF): 53083952K
  • Tax domicile: C/ Alfonso Castelao, 31 · 17300 Blanes (Girona), Spain
  • Contact email: info@pulsarhost.es
  • Abuse reports: abuse@pulsarhost.es

2. Subject matter of the service

PulsarHost offers the following services:

  • Virtualised VPS (Virtual Private Servers).
  • Physical dedicated servers.
  • Ancillary services: DDoS protection, additional IPs, backup.

The physical infrastructure is hosted in data centres in Amsterdam (Netherlands), which are Tier III and connected to AMS-IX and European carriers, and in London (United Kingdom).

3. Ordering and registration

To order a service you must be of legal age and provide accurate and complete information. You will access the customer panel through a link we send you by email and, if you enable it, with two-step verification. You are responsible for keeping access to your email secure. Notify us immediately if you suspect any unauthorised access.

4. Rates, billing and payments

  • Current rates are published at /#pricing, in euros, VAT not included. Before you pay, we show you the final price and the VAT that applies based on your details. If you order as a business, VAT is applied according to your tax details (reverse charge where applicable).
  • Billing is in advance, by card. The cycle depends on the service:
    • VPS and Amsterdam dedicated servers: 30-day cycles from the date of the first charge.
    • London dedicated servers: monthly cycles, charged on the same date each month. When we deliver the server, we may postpone the date of your next charges once, by up to 7 days, to align it with the data centre; you are not charged for those extra days.
  • The published price is the price for each cycle.
  • If a charge fails, we will notify you by email and retry it. If the payment is not settled, we may suspend the service once at least 3 days have passed since the notice, and terminate it once 14 days have passed since the notice. When we terminate it, the server and its data are deleted, so back up your data beforehand.
  • No penalties apply for downgrading your plan or cancelling. No minimum-term contracts.

5. Uptime guarantee (SLA) and compensation: London dedicated servers only

The uptime commitment and its compensation apply only to London dedicated servers. VPS and Amsterdam dedicated servers carry no compensation for downtime.

Commitment. Each London dedicated server has a minimum uptime of 99.9% in each billing period (the time between two charges). If the first period has been adjusted under clause 4, the percentage is calculated on its actual length. Downtime means the time during which the server is switched off or cannot be reached from the internet, except in the cases listed under “Exclusions”.

Compensation. If the commitment is not met and you request it, we will give you a credit on the monthly price for that server:

  • Downtime of more than 43 minutes and up to 7 hours and 12 minutes (uptime from 99.0% to below 99.9%): 10% of the monthly price.
  • Downtime of more than 7 hours and 12 minutes and up to 36 hours (from 95.0% to below 99.0%): 25% of the monthly price.
  • Downtime of more than 36 hours (below 95.0%): 50% of the monthly price.

The hours are given for a 30-day period; the exact calculation uses the actual days in your period. The maximum credit is 50% of the server’s monthly price per period.

How to request it. Open a ticket in the customer panel (Support), select the affected server and state the approximate date and time when the downtime started and ended. If you have your own records (monitoring, screenshots), include them. If you cannot log in to the panel, write to info@pulsarhost.es.

Time limit. You have 30 calendar days from the end of the downtime to request it. This time limit only affects the credit under this clause, not any other claims or remedies available to you by law.

How we verify it. We review the downtime using the records available to us: the server’s shutdown alerts, its daily traffic, our own activity log and, where they are provided to us, the data centre’s records. We do not measure uptime minute by minute, so we will take into account the times and records you give us. If our records do not rule out the downtime you describe and your data make it plausible, we will accept it. We will reply to you in writing in the same ticket with the outcome and the credit due; if we reject it, we will explain which data we relied on.

How it is applied. The credit is added as a balance in your favour on your account and is deducted automatically from your next invoice. If you no longer have any active services and there is no next invoice, we will refund the amount to the same payment method.

Exclusions. The following do not count as downtime:

  • scheduled maintenance notified to you by email at least 48 hours in advance, up to a maximum of 4 hours per period (any excess does count);
  • force majeure (for example, a natural disaster or a general power or internet outage not attributable to the data centre);
  • denial-of-service attacks against your server and the network blocks applied to contain them;
  • suspension of the service for non-payment or for breach of the acceptable use rules (clause 6);
  • shutdowns, reboots or reinstallations that you carry out or ask us to carry out, and any other cause within your control (for example, a fault in your configuration).

6. Acceptable use

It is expressly prohibited to use the service for:

  • Distributing spam, phishing or malware.
  • Hosting unlawful content (child pornography, terrorism, copyright infringement).
  • DDoS attacks, port scanning or intrusion against third parties.
  • Cryptocurrency mining on VPS without express authorisation.
  • Any activity that breaches Spanish, European or international law.

Any breach will result in the immediate suspension of the service with no right to a refund, and may be reported to the competent authorities.

7. Limitation of liability

PulsarHost is not liable for:

  • Data loss due to causes attributable to the customer (configuration errors, failure to make their own backups, unauthorised access through leaked credentials).
  • Failures to perform arising from force majeure or from acts of third parties that we could not foresee or avoid by acting with due diligence (for example, denial-of-service attacks that exceed the protection included in your service, or general outages of network operators that are not our suppliers).

If you order as a business or professional, when a service stops working our liability is limited to the monthly fee for that service in the period in which it occurred, and we are not liable for loss of profits or indirect loss (for example, sales or income you miss out on while the server is down). For London dedicated servers, the credit under clause 5 is deducted from that amount. This is a limit, not compensation: VPS and Amsterdam dedicated servers carry no compensation for downtime.

If you are a consumer, we are liable in accordance with the law. For London dedicated servers, the credit under clause 5 is lump-sum compensation that you may request without proving any loss, and it does not replace or limit your other rights.

None of the above applies if we have acted in bad faith or with gross negligence (what Spanish law calls “dolo” or “culpa grave”).

8. Changes to the service and to these terms

PulsarHost may change these terms, the features of the service or its rates due to changes in suppliers or data centres, in costs or in the law, or for technical or security reasons. We will notify you by email at least 30 days in advance, stating what changes and from when. Until that date, the previous terms apply.

If you disagree with any change, you may cancel before it takes effect without penalty and receive a pro rata refund for the part of the period you have paid for but not used. If you do not cancel, the new version applies from that date. If, through an error on our part, the notice did not reach you, you may cancel on those same conditions within the 30 days after we notify you of it.

9. Termination and cancellation

You can cancel your service at any time from the customer panel or by writing to info@pulsarhost.es, at no cost and without giving a reason. Cancellation takes effect at the end of the current billing period (no pro rata refunds are given, except as provided for in clause 8).

10. Governing law and jurisdiction

These terms are governed by Spanish law. Where the customer acts as a consumer, the parties submit to the courts of the place where the customer is domiciled. In all other cases, jurisdiction lies with the courts of the city of PulsarHost’s tax domicile.

11. Complaints and out-of-court dispute resolution

  • First, write to us. You can make a complaint by opening a ticket in the customer panel or by writing to info@pulsarhost.es. We will give you a reference number and an acknowledgement of your complaint by email, and we will reply to you in writing as soon as possible and within one month at the latest. If we do not resolve it to your satisfaction, we will inform you in writing of a competent alternative dispute resolution body and whether we agree to take part in it.
  • If you are a consumer and are not satisfied, you may file a complaint with the municipal consumer information office (Oficina Municipal de Información al Consumidor, OMIC) of your municipality or with the consumer affairs service of your autonomous community.
  • Consumer arbitration. PulsarHost has not joined the Consumer Arbitration System (Sistema Arbitral de Consumo). Even so, you may request arbitration before the competent Consumer Arbitration Board (Junta Arbitral de Consumo) for your area, and we will consider accepting it on a case-by-case basis.
  • If you live in another EU country, you can ask the European Consumer Centre in your country for help.
  • In any case, you can always go to the courts (clause 10).

Transitional provision

Downtime on any service (VPS and dedicated servers in Amsterdam and London) occurring before 2 November 2026 is compensated under the version of these terms dated 11 September 2026, even if the billing period ends afterwards.