Legal document
Terms
for hosting services
These Terms and Conditions set out the rules under which Cyfrowa Pomoc s.c. provides hosting services and concludes contracts, the rights and obligations of the parties and the fair usage policy for resources. These Terms and Conditions apply from 16 May 2026. By accepting these Terms and Conditions when placing an order, the Client confirms that they have read their content and accept it in full.
General information
Last updated: 12 May 2026
§1. Definitions
The terms used in these Terms and Conditions mean:
Service Provider: Cyfrowa Pomoc s.c. Jakub Czernic, Hubert Kicia, ul. Królowej Jadwigi 14 lok. 81, 20-282 Lublin, tax ID (NIP): 9462747436, REGON: 540212630, email address: kontakt@cyfrowapomoc.pl, telephone: +48 887 831 588.
Client: a natural person, a legal person or an organisational unit without legal personality that has concluded a contract with the Service Provider for the provision of hosting services.
Consumer: a natural person who performs a legal transaction with the Service Provider that is not directly related to their business or professional activity (in accordance with Article 22¹ of the Polish Civil Code).
Hosting Service: a service consisting in making available to the Client a specified amount of disk space, transfer, email mailboxes and other server resources, in accordance with the specification of the selected Plan.
Plan: a package of hosting services with a specified technical specification and price (e.g. START, BUSINESS, COMPANY, INDIVIDUAL).
Subscription: the Client's active account assigned to the selected Plan, on which the Service is provided.
Domain: an internet name registered by the Service Provider on behalf of the Client with the relevant registry (e.g. NASK for .pl domains).
Fair Usage Policy (FUP): the rules for reasonable use of server resources, described in §6 of these Terms and Conditions.
Terms and Conditions: this document.
§2. Scope and specification of the Service
The Service Provider provides hosting services under three standard Plans and an INDIVIDUAL Plan:
START Plan: 12 GB of NVMe SSD disk space, unlimited transfer, 5 email mailboxes of 2 GB each, 5 subdomains, 3 MySQL databases, PHP memory limit 128 MB, Let's Encrypt SSL certificate, WordPress + WP Toolkit, backups every 2 weeks.
BUSINESS Plan: 50 GB NVMe SSD, unlimited transfer, 15 email mailboxes of 5 GB each, 15 subdomains, 5 domain aliases, 10 MySQL databases, PHP memory limit 256 MB, SSL, WooCommerce, weekly backups.
COMPANY Plan: 150 GB NVMe SSD, unlimited transfer, 50 email mailboxes of 10 GB each, 75 subdomains, 10 aliases, 30 MySQL databases, PHP memory limit 512 MB, SSL, WordPress Multisite, dedicated account manager, daily backups (30-day retention).
INDIVIDUAL Plan: a package with parameters agreed individually with the Client, on the basis of a separate offer and contract. Price in accordance with the offer provided to the Client.
A detailed, up-to-date specification of each Plan is available at https://cyfrowapomoc.pl/hosting and in the offer prepared for the Client. In the event of any discrepancy, the content of the written contract or of the offer confirmed by email prevails.
Within the price of each Plan the Service Provider provides:
- registration of one .pl domain in the first year and its renewal in subsequent years (provided the subscription continues without interruption),
- a Let's Encrypt SSL certificate with automatic renewal,
- access to the Plesk management panel at https://panel.cyfrowapomoc.pl:8443/ (login details sent by email after activation),
- technical support by email and telephone between 9:00 and 18:00 (priority support in the COMPANY Plan),
migration of the website from another hosting provider (once, at the start of the subscription).
§3. Conclusion and duration of the contract
The contract for the provision of hosting services is concluded for a fixed term of one year (12 months), counted from the date the Subscription is activated, unless the parties agree otherwise in a separate written individual contract.
The contract is concluded through:
- the Client placing an order (e.g. via the form at cyfrowapomoc.pl/hosting, by email or by telephone),
- the Client's acceptance of the offer and acceptance of these Terms and Conditions,
- payment for the selected Plan in accordance with the invoice issued by the Service Provider,
activation of the Subscription by the Service Provider (usually within 24 hours of the payment being credited).
The contract is automatically extended for a further year at the standard price (renewal price), unless either party terminates it no later than 14 days before the end of the current billing period. The Client will receive a notice from the Service Provider of the upcoming renewal date and the amount of the fee at least 30 days before it falls due.
§4. Prices and payments
The price of each Plan, including the price in the first year and the renewal price in subsequent years, is set in accordance with the offer provided to the Client. Prices for the INDIVIDUAL Plan are set individually.
Prices include VAT in accordance with applicable law. Payment is made in a single instalment, in advance, for the entire billing period (12 months), on the basis of an invoice issued by the Service Provider. Accepted payment method: bank transfer.
If payment is not made on time in a subsequent year, the Service Provider has the right to suspend the Service once 7 days have passed from the due date, after first notifying the Client. Once 30 days have passed from the due date, the Service Provider may terminate the contract with immediate effect and delete the data from the server (in accordance with §10).
Add-ons and additional services (e.g. +20 GB of space, +10 email mailboxes, an additional .pl domain) are priced in accordance with the offer provided to the Client and are invoiced in proportion to the remaining billing period.
§5. Domains: registration, renewal, transfer
The Service Provider registers the .pl domain on behalf of the Client with the relevant registry (NASK). Registration is based on the data provided by the Client, who bears full responsibility for its accuracy and for their right to the requested domain.
The Client is the owner of the registered domain. The Service Provider acts solely as an intermediary (registrar) and technical administrator.
The .pl domain is included in the Plan price in the first year. In subsequent years, provided the hosting Subscription continues without interruption, the Service Provider renews the domain at no additional charge (the renewal price is included in the Plan price).
If the Client cancels the hosting services, the Client has the right to transfer the domain to another registrar. The Service Provider will provide the Client with the authinfo code without delay after receiving a valid request, no later than within 7 working days. The domain transfer does not involve any additional charges on the part of the Service Provider.
If the Client cancels the hosting but wishes to keep the domain with the Service Provider, the cost of maintaining the .pl domain alone is set in accordance with the offer provided to the Client.
§6. Fair Usage Policy
The hosting provided by the Service Provider is shared hosting, which means that the server's physical resources (CPU, RAM, disk IOPS) are shared among all Clients. To ensure a stable and efficient service for all Clients, the Service Provider applies a Fair Usage Policy.
Under the FUP, the Client undertakes not to carry out activities that:
use the server's CPU at a level above 25% for longer than 60 seconds continuously (looping scripts, badly written plugins, aggressive crawler bots),
run more than 30 simultaneous PHP processes (typically mass bots or a DDoS attack),
send more than 500 email messages per hour from the whole account (protection against spam),
cause excessive disk writes/reads (IOPS) above 1,000 operations per second lasting longer than 60 seconds,
use the server for cryptocurrency mining, torrenting, hosting pirated files, DDoS attacks or other illegal activities,
host content that violates Polish and EU law (pornographic content involving minors, terrorist content, hate speech, fraudulent phishing shops),
use the server as a backup for external systems or as a private file repository (a Dropbox replacement),
send mass marketing mailings without the active consent of the recipients (in accordance with the Polish Act on the Provision of Electronic Services, UoŚUDE).
If a breach of the FUP is detected, the Service Provider:
- notifies the Client by email of the abuse detected,
- calls on the Client to stop the breaches within 24–72 hours,
- may temporarily suspend the service if there is no response or if the stability of the server is threatened,
- may propose a move to a higher Plan or to an INDIVIDUAL Plan with higher limits,
in the case of gross breaches (illegal activities, DDoS attacks), terminates the contract with immediate effect with no right to a refund of the fee.
§7. Backups and responsibility for data
The Service Provider makes automatic backups of the Client's data at a frequency that depends on the Plan:
- START Plan: every 2 weeks, the last 2 copies retained,
- BUSINESS Plan: weekly, the last 4 copies retained (28 days),
- COMPANY Plan: daily, 30-day retention,
INDIVIDUAL Plan: as agreed in the contract.
Important: the backups made by the Service Provider are a supporting service and are technical in nature. The Client bears full responsibility for their data and is obliged to make their own backups of resources critical to their business (recommended minimum: once a week, with a copy stored outside the hosting server).
The Service Provider is not liable for loss of data where:
- the loss results from an act or omission of the Client or of third parties to whom the Client has given access,
- the loss is the result of a hacking attack, malware infection or compromise of the Client's account,
- the loss results from a failure of server hardware at the data centre operator (e.g. OVH), whose responsibility it is to recover the data,
the Client has requested deletion of the data or termination of the contract.
At the Client's request, the Service Provider may restore data from an available backup within up to 48 working hours. The first restore in a calendar year is free of charge; further restores are priced individually.
§8. Service availability (SLA)
The Service Provider makes every effort to ensure high availability of the Service. The guaranteed availability (SLA) is:
- START and BUSINESS Plans: 99.0% on a monthly basis (permitted unavailability of up to 7 hours per month),
- COMPANY Plan: 99.5% on a monthly basis (permitted unavailability of up to 3.6 hours per month),
INDIVIDUAL Plan: as agreed in the contract.
The following are excluded from the SLA guarantee:
- planned maintenance windows, of which the Service Provider will notify the Client at least 48 hours in advance,
- failures resulting from force majeure (natural disasters, backbone network failures, administrative decisions),
- failures resulting from actions of the Client or third parties, including hacking attacks on the Client's account,
failures at the data centre operator (OVH) over which the Service Provider has no control.
If the permitted unavailability is exceeded in a given month, the Client is entitled to a discount proportional to the number of hours of unavailability, upon a written request submitted within 14 days of the end of that month.
§9. Liability of the parties
The Service Provider's liability for non-performance or improper performance of the contract is limited to the amount of the annual fee for the Plan under which the Service affected by the non-performance was provided.
The above limitation does not apply in the case of:
- wilful misconduct or gross negligence of the Service Provider,
- personal injury,
other cases in which a limitation of liability is not permitted under mandatory provisions of law, in particular in relation to Consumers.
The Client bears full responsibility for the content published on their hosting account and for the actions of persons to whom they have given access. The Client releases the Service Provider from liability for third-party claims arising from content published by the Client.
The Service Provider is not liable for indirect damage, lost profits, loss of reputation or damage resulting from interruptions to the Service within the limits of the SLA.
§10. Suspension and termination of the contract
The Service Provider may suspend the provision of the Service in the following cases:
- failure to pay on time (7 days after the due date),
- breach of the provisions of these Terms and Conditions, in particular the Fair Usage Policy (§6),
- detection of illegal content or activities on the Client's account,
a threat to the stability or security of the server caused by the Client's activities.
The Service Provider notifies the Client of the suspension by email, stating the reason and how the Service can be restored.
The contract may be terminated:
- on expiry of the term for which it was concluded (if it is not extended),
- by mutual agreement of the parties,
- unilaterally by the Service Provider in the event of gross breaches of these Terms and Conditions or persistent payment arrears of more than 30 days,
unilaterally by the Consumer by withdrawing from a distance contract (in accordance with §11).
After termination of the contract, the Service Provider keeps the Client's data on the server for 30 days (grace period). During this time the Client may download their data or commission its migration to another provider. After 30 days the data is permanently deleted.
§11. Right of withdrawal (applies to Consumers)
A Consumer who has concluded a contract with the Service Provider at a distance or off business premises has the right to withdraw from it without giving any reason within 14 days of the date the contract was concluded, in accordance with the Polish Consumer Rights Act of 30 May 2014.
To exercise the right of withdrawal, the Consumer should send the Service Provider an unequivocal statement of withdrawal (e.g. by email to kontakt@cyfrowapomoc.pl) before the 14-day period expires.
Regardless of the statutory right of withdrawal, the Service Provider voluntarily grants all Clients (including non-Consumers) the right to cancel the Service within 30 days of its activation, with a full refund of the Plan fee. A refund of the fee for a registered .pl domain is not possible (the fee paid to the NASK registry is non-refundable).
The refund is made within 14 days of the date the statement of withdrawal is received, using the same payment methods as those used by the Client. The Client receives a refund reduced only by the cost of the registered domain, set in accordance with the offer provided to the Client.
§12. Personal data protection (GDPR)
The controller of the Client's personal data (within the meaning of Regulation (EU) 2016/679, hereinafter: GDPR) is Cyfrowa Pomoc s.c., ul. Królowej Jadwigi 14 lok. 81, 20-282 Lublin, tax ID (NIP): 9462747436.
The Client's personal data is processed for the purpose of:
- concluding and performing the contract for the provision of hosting Services (Article 6(1)(b) GDPR),
- issuing invoices and keeping accounting records (Article 6(1)(c) GDPR, legal obligation),
- registering the domain with the NASK registry (entrustment of processing),
fulfilling obligations arising from legal provisions (e.g. disclosing data to state authorities on request in accordance with the law).
The Client's data is transferred to: the server infrastructure provider (OVH SAS, France; GDPR adequacy), the NASK domain registry (for .pl domains), and the accounting office that serves the Service Provider.
The Client entrusts the Service Provider with the processing of personal data that the Client stores on the hosting account (e.g. data of the Client's customers in a WordPress database, email contacts). To this extent, a separate data processing agreement (DPA) is concluded at the Client's request; by default, the standard GDPR clauses apply.
The Client has the following rights: access to their data, rectification, erasure, restriction of processing, data portability, objection, and lodging a complaint with the President of the Personal Data Protection Office (UODO).
Detailed information on data processing can be found in the Privacy Policy available at cyfrowapomoc.pl/polityka-prywatnosci.
§13. Complaints
The Client may submit complaints concerning the Services provided in writing (to the address of the Service Provider's registered office) or by email to: kontakt@cyfrowapomoc.pl.
A complaint should include:
- details identifying the Client (company name / full name, address, tax ID (NIP) if applicable),
- the Subscription number or the domain name to which the complaint relates,
- a description of the irregularity and the date it occurred,
the expected way of resolving the complaint.
The Service Provider considers the complaint within 14 days of receiving it. The response is sent by the same channel through which the complaint was submitted, unless the Client indicates otherwise.
For Consumers: the Consumer has the right to use out-of-court methods of handling complaints and pursuing claims. They may do so in particular through permanent consumer arbitration courts, a mediator or consumer organisations (e.g. the Office of Competition and Consumer Protection, UOKiK). Consumers may also use the ODR (Online Dispute Resolution) platform available at: https://ec.europa.eu/consumers/odr/.
§14. Final provisions
The Service Provider reserves the right to amend these Terms and Conditions for important reasons (e.g. a change in the law, a change in prices, a change in the scope of the Services provided, security considerations).
The Client will be notified of changes to these Terms and Conditions by email at least 30 days in advance. If the Client does not accept the changes, the Client has the right to terminate the contract with effect from the date the changes come into force, with the right to a proportional refund of the unused part of the fee.
Matters not governed by these Terms and Conditions are subject to the provisions of Polish law, in particular: the Polish Civil Code, the Act on the Provision of Electronic Services, the Consumer Rights Act and the GDPR.
The court competent to resolve disputes arising from the contract is the court with jurisdiction over the Service Provider's registered office (Lublin). This provision does not apply to disputes with Consumers. In their case, the general rules on court jurisdiction under the Polish Code of Civil Procedure apply (the court competent for the Consumer's place of residence).
These Terms and Conditions apply from 16 May 2026.
The Polish language version is the binding version. In the event of any discrepancy between the Polish and English versions, the Polish version prevails.
Questions about this document
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