Last updated: October 15, 2026
1. Purpose and Scope of these Terms of Service
The purpose of these Terms of Service (hereinafter – the Terms) is to establish the procedure by which SIA Request, registration number: 40203423105, legal address: Stabu iela 109 – 1, Riga, LV-1009, Latvia (hereinafter – the Service Provider) provides hosting and infrastructure services under the brand request.host (hereinafter – the Services), as well as to define the rights and obligations of the Customer.
The Terms are binding on all natural and legal persons (hereinafter – the Customer) who apply for or use the Services.
The Terms determine the procedure for using the Services, permitted use, conditions of Service availability, backup procedures, payment terms, limitations of liability, and other conditions related to the provision of the Services.
The Service Provider and the Customer are referred to in these Terms as parties (hereinafter separately – the Party and collectively – the Parties).
The service package selected by the Customer (hereinafter – the Service Plan) includes its specifications, resource limits, features, fees and billing period. The accepted order, Service Plan, Terms and Data Processing Agreement (hereinafter – the DPA) together form the Parties’ agreement (hereinafter – the Agreement).
Individually agreed provisions shall prevail. The DPA shall prevail in matters concerning the processing of personal data. Subsequent changes to the public offer do not, in themselves, amend an existing Agreement.
2. Description of Services and Provision Procedures
The Services include hosting, server resources, storage, maintenance, backups and migration assistance to the extent specified in the Service Plan. Application maintenance, custom development, domain registration and email hosting are provided only where separately agreed.
The Customer is provided access to the Services with the assistance of the Service Provider. The customer portal is available at www.accounts.request.host (hereinafter – the Customer Portal) and provides the available ordering, billing, payment-method and subscription-management functions. The Service Provider maintains the Customer’s billing details; the Customer may request corrections from support.
The Customer is provided access to technical hosting management and user-identity settings via the hosting control panel (www.console.request.host) (hereinafter – the Control Panel).
The Service Provider is entitled to involve third parties in the provision of Services, while retaining its responsibilities under the Agreement and applicable laws and regulations.
Where DNS management is agreed, the Customer authorizes the necessary DNS-record and nameserver changes. Proxy, content-delivery and additional security functions are used only within the agreed scope. The Customer shall provide the necessary rights and access. The Customer’s rights in its domain remain unaffected.
Any IP addresses assigned to the Customer as part of the Services are allocated for use. The Service Provider is entitled to replace them for justified technical, security or legal reasons, with prior notice to the Customer where practicable.
3. Procedure for Entering into a Distance Agreement and Its Entry into Force
The Agreement may be concluded through the Customer Portal or by separate written or electronic agreement. Before ordering, the Customer shall receive the selected Service Plan’s essential terms, total price or calculation method, billing period, performance timeframe and applicable contractual documents. The Customer confirms its capacity and authority to contract and expressly acknowledges the payment obligation.
The Agreement takes effect when the Customer accepts the applicable documents and the Service Provider accepts the order, unless another date is agreed. The Service Provider shall send confirmation, the selected plan and contractual terms to the Customer’s nominated email address on a durable medium. A consumer shall receive confirmation within a reasonable period after conclusion and before performance begins.
An integral part of these Terms and the distance agreement is the Data Processing Agreement (DPA), which governs the processing of personal data and is available on the Service Provider’s website (www.request.host/data-processing-agreement).
A consumer may withdraw from a distance agreement without giving a reason within 14 days of its conclusion, subject to statutory exceptions and extensions. An unequivocal notice sent before expiry to [email protected] or [email protected], or by post to the address in Section 14 of these Terms, is sufficient. The Withdrawal Request Form available on the Service Provider’s website (www.request.host/terms-of-service/withdrawal) may be used; a particular form is not obligatory.
For an Agreement concluded online, the Service Provider shall provide a clearly indicated and easily accessible online withdrawal function throughout the withdrawal period. After submission is confirmed, the consumer shall receive acknowledgment on a durable medium without undue delay, stating the declaration’s content, date and time.
Starting the Services during the withdrawal period requires the consumer’s express request and acknowledgment that withdrawal rights are lost upon full performance. Hosting activation is not, by itself, full performance. On withdrawal, only a lawful proportionate charge for Services already supplied may be retained where the information and request requirements have been met. Refunds shall be made without undue delay, within 14 days of receiving the withdrawal notice, using the original payment method unless another free method is expressly agreed.
4. Permitted Use and Prohibited Activities
The Customer is obliged to use the Services lawfully, in good faith, and in accordance with the Terms. The Customer shall comply with the agreed resource limits.
The Customer is prohibited from:
- Placing or distributing content that is illegal, including but not limited to material promoting violence, terrorism, or child exploitation;
- Infringing the intellectual property rights of third parties, such as hosting or distributing pirated software, media, or counterfeit goods;
- Distributing malware, harmful code, or engaging in any fraudulent and deceptive activities, including phishing;
- Using the Services for distributing unsolicited bulk email (spam) or operating unauthenticated open email relays;
- Performing unauthorized access to data or systems, or actions that threaten the security and stability of the hosting infrastructure;
- Engaging in network abuse, including port scanning, IP spoofing, or initiating Distributed Denial of Service (DDoS) attacks;
- Using server resources (CPU, RAM, network bandwidth) in a disproportionate amount that materially harms the infrastructure or Service quality for other customers. Cryptocurrency mining is not permitted unless covered by the Service Plan;
- Using network bandwidth or data transfer in a manner that significantly exceeds a normal hosting or VPS usage profile (e.g., operating public mirror servers, streaming platforms, or large-scale file-sharing networks) unless an appropriate specialized Service Plan has been purchased.
Potentially illegal content may be reported at www.abuse.request.host or to [email protected], identifying its location, reasons for illegality, the notifier’s name and email unless legally exempt, and a good-faith confirmation of accuracy.
The Service Provider shall assess the notice objectively and diligently, acknowledge receipt, and communicate the decision and available redress as required by law.
Restrictions shall be proportionate to the breach or risk and respect affected persons’ rights. Where practicable, the Customer shall receive prior notice and an opportunity to remedy; immediate measures may be taken for a material risk. The Customer shall receive the legally required reasons, including relevant information on automated tools. Review may be requested by email. No general content monitoring is undertaken; statutory redress remains available.
5. Service Availability and Maintenance
The Service Provider shall exercise reasonable skill and care in providing the Services. A specific availability level or service-credit scheme applies only where expressly included in the Service Plan. Consumers retain their rights to conforming Services and statutory remedies.
Service availability may be affected by planned technical maintenance, security incidents or technical failures.
Planned technical maintenance shall be carried out so as to limit disruption to the Services. The Service Provider shall, where practicable, notify the Customer in advance by sending a notice to the Customer’s nominated email address or publishing a notice on the Service Provider’s infrastructure status page (www.status.request.host). Urgent protective measures may be taken without prior notice.
6. Backups and Data Security
The Service Provider creates website-level backups once a day, with a rolling maximum retention period of 30 calendar days from creation.
Available history depends on the Service’s age and successfully completed backups.
Backup scope and restoration arrangements follow the Service Plan; infrastructure copies for disaster recovery are not a separate customer-accessible backup service unless otherwise agreed.
Backups reduce risk but do not guarantee that every copy will be complete or technically restorable. The Service Provider shall operate the agreed backup and restoration arrangements with reasonable skill and care.
The Customer shall maintain additional independent copies as reasonably required by its activities and the importance of its data. This does not relieve the Service Provider of its obligations.
Personal-data protection is governed by the DPA. Routine backup retention is not the post-termination retrieval period; return, retrieval and erasure are governed by Section 9 of these Terms.
7. Customer Support
Customer support is provided electronically at www.support.request.host or by email: [email protected]. Support requests are prioritized based on their severity and impact on the Services. A particular response or resolution time is binding only where separately agreed.
Standard support covers the Services included in the Service Plan. Additional development, third-party software troubleshooting and other work outside that scope may be offered separately; charges shall be agreed before that work begins.
8. Payment Procedures and Terms
The Customer shall pay the agreed fees and taxes by the stated due date. Supported debit and credit cards may be used in the Customer Portal. Bank transfer against an invoice is available where separately offered by the Service Provider.
The Customer shall use only an authorized payment method and complete required payment authentication.
Recurring Services are paid in advance for the selected monthly or annual periods unless otherwise agreed. The first period’s start, fee and renewal date are disclosed in the order; the billing period does not automatically begin upon later technical activation. Periods are not aligned with calendar months or years. An indicative hourly price does not alter the agreed period fee. Financial terms of plan or period changes shall be agreed beforehand.
Recurring card payments require the Customer’s authorization for the disclosed amount or calculation basis. Failed payments may be retried for the same outstanding amount. Authorization may be revoked by contacting [email protected]; no new payments shall be initiated under that authorization after revocation. Revocation or removal of a card does not, in itself, cancel the Service or amounts already due.
Invoices are available in the Customer Portal or on request to [email protected].
Consumers shall receive the total price including taxes and compulsory charges before ordering; business prices may exclude VAT where clearly stated. Exemption and reverse charge follow applicable law and supplied information.
Overdue payment may lead to suspension or termination after reasonable notice; interest and recovery costs may be claimed only lawfully.
Fees for a commenced billing period are not refunded except as required by law or the Agreement.
A good-faith invoice dispute is not an abusive payment dispute.
Changes to recurring Service fees shall be notified by email at least 30 days before the affected renewal; the Customer may terminate before the change applies. A prepaid period shall not be repriced except for applicable tax changes.
9. Termination of the Agreement and Data Deletion
The Customer may give cancellation notice using the available subscription-cancellation function in the Customer Portal or by email to [email protected] or [email protected]. Ordinary termination takes effect at the end of the current paid period unless an earlier date is agreed or statutory rights apply. Notice before renewal prevents renewal for the next period. Consumer withdrawal is governed by Section 3 of these Terms.
The Service Provider may terminate an ongoing Service on at least 30 days’ notice or for a material breach unremedied after reasonable notice. Immediate termination is permitted where a serious breach or security risk cannot reasonably be addressed by lesser measures. Suspension is not, in itself, termination or an erasure instruction. Where termination is not due to the Customer’s breach, prepaid fees for the unused period shall be refunded.
The Customer may request transfer of exportable data and digital assets to another provider or its own infrastructure, or their erasure. Where Chapter VI of Regulation (EU) 2023/2854 (Data Act) applies to the Service, the maximum notice period for initiating switching is two months. The transition following that period or earlier agreement shall be completed without undue delay, ordinarily within 30 calendar days. The Service Provider shall provide the assistance and, where applicable, functional-equivalence measures required by law, and maintain agreed functions and security during transition. The Customer shall provide destination information and necessary cooperation.
If a 30-day transition is technically unfeasible, the Service Provider shall notify the reasons and an alternative period not exceeding seven months within 14 working days of the request. The Customer may extend the transition period once as provided by the Data Act. The affected Agreement ends upon successful switching, with confirmation to the Customer, or at the end of the notice period where erasure is selected.
Export covers Customer files, databases, its configurations and DNS records, and logs, usage data and available copies insofar as they are exportable data or digital assets. Shared credentials, other customers’ data and protected provider software or configurations are excluded without unlawfully impeding switching.
Export formats are existing file and archive formats; SQL or native database formats; DNS zone-file or structured text; and native text, CSV or JSON formats for logs and settings.
Service-specific variations shall be disclosed before contracting; delivery uses export functions or secure transfer.
Until January 11, 2027, any lawful switching charge shall not exceed directly incurred switching costs and applies only if disclosed before the Agreement was concluded. No such charge applies from January 12, 2027. Ordinary Service fees remain payable until termination. Work outside mandatory switching assistance may be separately agreed. Processing locations and safeguards are described in the DPA; personal and other data transfers shall receive the legally required protection against unlawful authority access.
After ordinary termination, Customer data shall be available for return or retrieval for 14 calendar days unless a longer period is agreed. Where the Data Act requires retrieval after switching, the period is at least 30 calendar days after the transition ends. Longer statutory rights remain available. Retrieval may be arranged through the Service Provider; continued public operation of the website or Control Panel access is not required during that period.
The Customer’s choice of return or erasure shall be respected under the DPA. After the retrieval period, live data shall be erased without undue delay unless law requires retention.
Residual backups shall be excluded from ordinary use and erased no later than 30 calendar days from creation; termination does not start a new 30-day period. The Customer’s choice and an earlier lawful erasure instruction shall be respected under the DPA and law. Erasure instructions shall be reapplied after restoration.
Legal retention is limited to necessary records and does not justify retaining an entire website for accounting purposes.
10. Customer Responsibility
The Customer is responsible for the lawfulness of its content and activities, rights needed for hosting and migration, and obligations towards its customers and users.
The Customer shall protect credentials, maintain accurate contact information, promptly request billing corrections and report suspected unauthorized access or incidents without undue delay.
Application configuration and maintenance remain the Customer’s responsibility to the extent not undertaken by the Service Provider.
A Customer acting in a business or professional capacity shall reimburse substantiated third-party claim costs and direct losses caused by its unlawful content or culpable breach, to the extent not caused by the Service Provider. The Service Provider shall notify the claim and allow the Customer a reasonable opportunity to participate in its defence.
11. Limitation of Liability
For a Customer acting in a business or professional capacity, the Service Provider’s aggregate liability for direct losses relating to the affected Service shall not exceed fees paid or payable for that Service attributable to the three months immediately preceding the event giving rise to the claim. Fees paid for a longer period shall be apportioned to those three months.
To the extent permitted by law, liability for indirect or consequential losses, lost profits, lost business opportunities and reputational damage is excluded.
The limitations do not apply to fraud, wilful misconduct, gross negligence or liability that cannot lawfully be limited. They do not restrict consumer rights, statutory data-subject rights, authority powers or mandatory personal-data protection obligations.
12. Circumstances of Force Majeure
A Party is not liable for non-performance caused by an event outside its reasonable control which could not reasonably be anticipated, prevented or overcome.
It shall notify the other Party where practicable and mitigate the effects. An infrastructure or supplier failure is force majeure only if those conditions are met. Unaffected obligations and mandatory remedies remain applicable.
13. Governing Law and Dispute Resolution
These Terms have been drafted in accordance with and are governed by the applicable laws and regulations of the Republic of Latvia.
All disputes and disagreements arising or that may arise during the execution of the Services or in connection with these Terms shall be resolved through mutual negotiations.
The Service Provider shall address a consumer’s written complaint and provide a reasoned response within 15 working days. The Service Provider shall promptly explain any objectively necessary extension of that period. A consumer may contact the Consumer Rights Protection Centre of Latvia, an applicable out-of-court dispute-resolution body or a court.
If a dispute with a Customer acting in a business or professional capacity cannot be resolved through mutual negotiations, it shall be submitted to the competent court of the Republic of Latvia according to the jurisdiction of the Service Provider’s legal address.
Consumers retain mandatory protection under the law of their habitual residence and applicable jurisdiction rights.
14. Other Provisions
The Customer may not assign or transfer the Agreement, or any of its rights or obligations hereunder (including selling their account), to any third party without the prior written consent of the Service Provider.
The failure or delay of the Service Provider to exercise or enforce any right or provision of these Terms shall not constitute a waiver of such right or provision in the future.
If any provision of these Terms is found by a court of competent jurisdiction to be invalid, illegal, or unenforceable, the remaining provisions shall remain in full force and effect and shall not be affected thereby.
These Terms may be amended as necessary, with the current version of the Terms being published on the Service Provider’s website. Changes to the Terms and ongoing Service conditions shall be justified by legal, security, technical or operational reasons.
The Service Provider shall notify the Customer of any material changes to the Terms or Service conditions at least 30 days before they take effect by sending a notice to the Customer’s nominated email address. A shorter notice period is permitted only where required by law. A Customer materially adversely affected by the changes may terminate the affected Service before the changes take effect and receive a proportionate refund of unused prepayments.
By continuing to use the Services after the changes take effect, the Customer confirms their agreement to the new version of the Terms only where lawful and clearly explained in the notice. Continued use does not replace required express consent. Sub-processor changes follow the DPA.
Where a digital Service modification adversely affects a consumer’s access or use more than minimally, the consumer may terminate free of charge within 30 days of receiving the information or the modification, whichever is later. This does not apply where the consumer can retain the unmodified, conforming Service without extra cost as permitted by law. Other mandatory consumer rights remain available.
Contractual notices shall be sent to the Customer’s nominated email address or another address subsequently notified by the Customer to the Service Provider.
The email address [email protected] is also the Service Provider’s electronic contact point for Customers and competent authorities; communication may be in Latvian or English.
These Terms are also available on the Latvian language version of the Service Provider’s website (www.request.host/lv/lietosanas-noteikumi). In the event of any inconsistency or conflict between the English and Latvian versions, the Latvian version (www.request.host/lv/lietosanas-noteikumi) shall prevail in all respects, subject to the mandatory requirements of applicable law.
In case of any questions regarding the Services or the applicable Terms, the Service Provider may be contacted by sending a letter to the Service Provider’s legal address: Stabu iela 109 – 1, Riga, LV-1009, Latvia or by email: [email protected]