Terms and Conditions

LOADFRONT GENERAL TERMS AND CONDITIONS

Hi there! We’re glad you’ve decided to use loadfront. Before you start, take a few minutes to read these terms and conditions. We explain everything clearly and directly, with no fine print or surprises.

WHAT WILL YOU FIND HERE?

These are the rules of the game: your rights and responsibilities as a user, and ours as your provider. They apply to all our services, although each one may have its own additional specific terms.

No time to read it all? Check out our executive summary with the most important points.

QUICK SUMMARY

By using loadfront, you accept these terms
Each specific service may have its own additional terms
If you have a registered account, we always give you advance notice if something important changes
Keep your information up to date and use our services legally
If you’re an EU consumer, you have 14 days to withdraw without giving a reason
We take care of the infrastructure, you take care of your content

WHO’S WHO?

loadfront (us): LoadFront, S.L. (Tax ID: B13556931)

For full corporate information, see our Legal Notice.

User (you): The adult individual or company using our services or holding an account with us.

User account: Your personal space with credentials to access our services.

User content: Everything you upload, publish, or store using our services.

API token: Your personal key for using our APIs programmatically. Treat it like your password: keep it safe.

THE BASIC RULES

This document is a legal contract between you and loadfront. It’s as official as any contract signed on paper.
These terms apply to all our services. If you’re acting on behalf of a company, you confirm you’re authorized to do so.
Service-specific terms: Each service may have additional specific terms. We present them clearly before you sign up, and you can review them from your panel. In the event of a conflict between these general terms and the specific ones, the specific terms prevail for that particular service.
The terms in force at the time you use or renew a service always apply. It’s your responsibility to stay up to date.
We need your information to be accurate and current. If you give us incorrect data, we cannot be held responsible for the problems this may cause.

HOW DO YOU GET STARTED WITH LOADFRONT?

You need to create an account with some personal data. We process it according to our Privacy Policy, which strictly complies with GDPR and Spanish regulations.
Keep your account secure. Use strong passwords and let us know immediately if you suspect unauthorized access.
You can sign up for services from:
- Your control panel (the easiest way)
- Our APIs (using your token)
- Email, from your registered address
Signing up via API: If you activate services via API, it’s your responsibility to check the current price beforehand. By activating, you automatically accept the price in effect at that moment.

BILLING: CLEAR AND WITHOUT SURPRISES

Usage-based billing: Virtual machines are billed by the hour. Every started hour is billed in full, and a machine never bills more than its monthly cap, adding up the hours it runs and its disk while it’s stopped. The invoice is issued on the 1st for the previous month’s usage. If we ever offer fixed-term or prepaid services, their specific terms will say so before you sign up.
Founder pricing: The first 60 machines get founder pricing. Each one keeps it as long as it stays active and is paid for, including when it’s resized or moved from Flex to Pro. If you delete it, a new machine is billed at list price.
No lock-in: You can delete your machines whenever you like. They stop being billed that same hour and you pay for what you’ve used up to then.
If there are payment issues: We give you at least 7 days’ notice before suspending anything, so you have time to sort it out.
Payment methods: Credit or debit card, for every customer; SEPA direct debit, for businesses and self-employed professionals; and paying each invoice through the link you get by email. Occasionally, if something goes wrong with those, bank transfer too. All payments in euros, banking costs are your responsibility.
Electronic invoices: You receive them by email and can download them from your panel. If you prefer paper, you can request it from your panel at no extra cost (Spanish addresses only).

YOUR RIGHTS AS A CONSUMER

If you’re an EU consumer:

Right of withdrawal: 14 days from sign-up to withdraw without giving a reason. If you asked for the service to start right away when signing up, you pay only for what you’ve used until you withdraw, and we refund anything paid in excess within a maximum of 14 days.
How to withdraw: From your panel, with the withdrawal function: two steps, and you get an email acknowledgement with the date and time. You can also send a clear email to hi@loadfront.com. No special forms needed.
Exceptions to withdrawal:
- Custom configurations we cannot reuse
- Fully performed services
Dispute resolution: For consumer disputes you can turn to:
- Spanish consumer arbitration (www.consumo.gob.es)
- Regional Consumer Arbitration Boards
- Mediation specialized in digital services

If you’re not an EU consumer:

You’re only entitled to a refund if we expressly agree to it in writing.

CHANGES TO THESE TERMS

We may update these terms whenever necessary.
We’ll always notify you: For significant changes, 30 days in advance by email and a notice in your user panel.
Your decision: If you don’t like the changes, you can cancel your services. If you keep using them after the changes, we understand that you accept them.

YOUR CONTENT, YOUR RESPONSIBILITY

You are solely responsible for everything you upload or generate with our services.
You declare that you hold all rights to your content and that it doesn’t infringe on any laws or third-party rights.
Prohibited content - You may not use loadfront for:
- Illegal, fraudulent content, or content that infringes intellectual property rights
- Defamatory, discriminatory, violent, or hateful material
- Viruses, malware, or harmful software
- Violating the privacy or image rights of third parties
- Illegal or misleading advertising
- Any activity that violates the law
We reserve the right to review and remove content that breaches these terms or is the subject of well-founded third-party complaints.

RESPONSIBILITIES: WHO DOES WHAT

As a provider, we have clear responsibilities, and so do you. This separation is essential for everything to work well.

loadfront is responsible for:

The infrastructure:

Physical protection of our hardware, hosted in data centers with professional physical security
Security of our own systems and networks
Updates to our own systems and hardware
Encryption between our systems
Availability of the services, on a best-effort basis
Functionality of the services

You are responsible for:

Your content and configurations:

Security of your contracted services
Users, passwords, and access to your systems
Updates to operating systems and applications you install
Backups of your content (very important!)
Firewall and network configuration according to the service
Legal compliance regarding your specific data
Ethical and legal use of our services

This separation means you have full control over your content while we guarantee that the infrastructure is secure and reliable.

BACKUPS: BETTER SAFE THAN SORRY

Our backups: We back up the platform configuration, your account, and service metadata.
Your backups (crucial): You are responsible for backing up your content, applications, data, and configurations. In the future, we’ll give you tools to make this easier, but setting them up and using them is up to you. Back things up regularly, and check every so often that you can actually restore them.

MIGRATION AND DATA PORTABILITY

Your right to portability:
- Free export tools in standard formats
- Documented APIs for automated migration
- No restrictions or penalties for switching providers
Orderly exit process:
- 30-day grace period after cancellation to export all your data
- If you have virtual machines: they’re frozen when you cancel, to prevent abuse: they stay switched off and can’t be started. They’re permanently deleted once the grace period ends, and during that period you can ask us to export their disks
- If you undo the cancellation during the grace period: your account works again and we bill their disks for those days as those of a stopped machine. If you don’t undo it, the grace period isn’t billed
- Deletion certificate available on request: certifies complete erasure once the process is finished

CERTIFICATIONS AND COMPLIANCE

Current standards:
- GDPR compliance with a formally appointed DPO
- Infrastructure in certified data centers in Spain
- Procedures based on ISO 27001 best practices
Certification roadmap (without commitment to specific dates):
- ISO 27001: Information security management
- ENS: Spain’s National Security Framework for public-sector customers
- SOC 2 Type II: Security controls audit
- Regular security audits by independent third parties
- Sector code of conduct: Adherence to specific European standards

SERVICE LEVELS

Launch phase: We don’t yet publish a formal Service Level Agreement (SLA) with availability percentages or automatic compensation. We work on a reasonable best-effort basis to keep our services available and stable. As the service matures, we’ll publish specific, measurable commitments with associated compensation, and we’ll let you know when they’re available.
Maintenance: If we need to restart your machines to maintain a server, we give you at least 7 days’ notice. The only exception is critical security patches, which we apply as soon as we can while letting you know as early as possible.

IF THINGS GO WRONG

Overdue payments: If you accumulate debts for services already used, we may report this to credit agencies and take collection action.
Breach of terms: We may suspend or cancel your access if you breach these terms. Before any permanent suspension, we give you the opportunity to fix it whenever possible.
Indemnification: If you cause us damages by breaching these terms (e.g. we’re sued over your content), you’ll have to indemnify us.

EXPERIMENTAL SERVICES

Alpha, Beta, Early Access: Some new services are labeled this way because they’re under development. They may change, have bugs, or be unstable. They carry no availability guarantees. Use them at your own risk, but your feedback helps us enormously.

IMPORTANT LIMITATIONS

What we DON’T cover:
- Indirect damages we could not reasonably have foreseen
- Loss of expected profits not previously communicated
- Damages caused by third parties unrelated to loadfront
- Problems arising from your breach of these terms
- Data loss due to inadequate backups
Liability limits: If we’re found liable for damages, our financial liability is capped at the amount you paid in the 12 months prior to the incident.
Enhanced protection:
- €300,000 professional civil liability insurance (Hiscox)
- Commitment to full transparency in incident communication
- Certifiable security measures (roadmap toward ISO 27001)
Exceptions: We do not limit our liability in these cases:
- Damages caused by proven willful misconduct or gross negligence
- Breach of personal data protection obligations
- Liabilities that the law does not allow to be limited
Force majeure and third-party liability: We are not liable for breaches arising from force majeure (natural disasters, wars, pandemics) or from failures of external providers (transit, data center, power supply) beyond our reasonable control.

ABUSE PREVENTION AND ANTI-SPAM POLICY

We’re just the infrastructure: We provide the technical services, but you’re responsible for the content that runs through them.
If we receive complaints: We notify you so you can fix it. If it’s serious, you have 48 hours; otherwise, up to 7 days. If you don’t take action within that time, we suspend the service until it’s resolved.
Email and SPAM: Port 25 is open for legitimate use. If you send SPAM, we’ll block it. After three blocks, we may refuse to unblock it permanently.

FINAL LEGAL MATTERS

Assignment: You may not transfer these terms without our consent. We may do so in the event of a merger or sale, notifying you.
Applicable law: Spanish law, always.
Competent courts:
- If you're a consumer: The courts of your domicile will have jurisdiction, under consumer protection regulations.
- If you're a business or professional: The courts of Ciudad Real will have jurisdiction.
- In both cases: With express waiver of any other jurisdiction that might otherwise apply.
Severability: If any part of these terms is declared invalid, the rest remains valid.

COMPLAINTS MANAGEMENT AND PROCEDURES

Structured complaints procedure:
- First level: Direct contact with technical support from your panel or email to hi@loadfront.com
- Response time: 72 business hours for acknowledgment, 7 business days for resolution
Your rights in the procedure:
- A written response to all complaints
- A detailed explanation of decisions made
- The right to request review by a different person
- A copy of all relevant documentation
External escalation: If we don’t resolve your complaint satisfactorily:
- Consumers: Consumer arbitration or consumer associations
- Businesses: Commercial mediation or judicial proceedings
- Personal data: The Spanish Data Protection Agency (www.aepd.es)

CONTACT

General email: hi@loadfront.com

Privacy: privacy@loadfront.com