Terms and Conditions

1. Acceptance of Terms

By accessing and using the services of Truobox LLC ("Truobox", "we"), you agree to be bound by these Terms and Conditions. If you do not agree with any of these terms, you must not use our services. We reserve the right to modify these terms at any time, notifying registered users by email.

2. Description of Services

Truobox offers hosting services, virtual private servers (VPS), dedicated servers, domain registration and cloud computing services. The specific details of each service, including resources, limitations and prices, are described on each product page and in the client control panel.

3. Registration and Account

To use our services, you must create an account providing truthful, complete and up-to-date information. You are responsible for maintaining the confidentiality of your access credentials and all activities performed under your account. You must notify us immediately of any unauthorized use of your account.

4. Payments and Billing

Services are billed according to the selected plan (monthly, quarterly, semi-annual or annual). Payments must be made before the due date. In case of non-payment, we reserve the right to suspend or cancel services after a grace period of 7 days. All prices are expressed in US dollars (USD) and include applicable taxes.

5. Acceptable Use

Users must use the services in a legal and ethical manner. The following is strictly prohibited:

• Hosting illegal, defamatory content, or content that infringes third-party rights
• Sending unsolicited emails (spam) or phishing
• Distributing malware, viruses or malicious software
• Conducting denial of service attacks (DDoS) or port scanning
• Mining cryptocurrencies without prior authorization
• Violating local, national or international laws

6. Data Responsibility and Backups

The Client is solely and exclusively responsible for the integrity, security and backup of all data stored on the contracted services. The use of virtualization technology or any other infrastructure provided by Truobox does NOT constitute an obligation to safeguard the Client's data.

It is the Client's obligation to implement and maintain their own backup strategy, including but not limited to:

• Performing periodic and regular backups of all data, files, databases and configurations
• Storing backups in external locations independent of the contracted service
• Periodically verifying the integrity and restore capability of backups
• Implementing a Business Continuity Plan (BCP) and Disaster Recovery Plan (DRP) appropriate to their needs
• Maintaining server security, including firewall configuration, operating system updates, security patches and access monitoring
• Properly managing access credentials and user permissions on their server

Truobox shall not be liable for the loss, corruption, deletion or inaccessibility of Client data resulting from, among other causes: Client negligence, misconfiguration, cyberattacks, third-party actions, accidental deletion, hardware or software failures, or natural disasters. Truobox offers an optional backup service, but this does NOT exempt the Client from their responsibility to maintain their own independent backups.

7. Service Availability

Truobox aims to maintain 99.9% uptime for all hosting and VPS services, measured in monthly periods. We strive to offer the highest possible availability, although we do not guarantee compensation for downtime. This availability may be affected in the following cases:

• Scheduled maintenance previously notified at least 48 hours in advance
• Failures caused by Client actions or omissions, including configuration errors
• Denial of service attacks (DDoS) or other external attacks targeting the Client
• Force majeure events, including natural disasters, regional power outages or third-party telecommunications failures
• Service suspension due to breach of these Terms or non-payment

If you experience downtime, you may open a support ticket to report the incident and our team will investigate the cause.

8. Refund Policy

We offer a 30-day money-back guarantee for new hosting services. Refunds do not apply to VPS, renewals, domains, software licenses or custom services. Refund requests must be made through our ticket system.

9. Privacy and Data Protection

We respect your privacy and protect your personal data in accordance with our Privacy Policy. We do not share personal information with third parties, except when necessary to provide our services or when required by law. Server data is the exclusive property of the client.

10. Service Suspension and Termination

Truobox reserves the right to suspend or terminate services in case of violation of these Terms, non-payment, or legal requirement. The Client will be notified with as much advance notice as possible, except in cases requiring immediate action.

In case of service termination, whether by the Client's or Truobox's decision:

• The Client is responsible for downloading and backing up all their data before the effective termination date
• Truobox will provide a 7-day grace period after termination for the Client to retrieve their data, without integrity guarantee
• After the grace period, Truobox will permanently delete all Client data without possibility of recovery
• The Client shall not be entitled to a refund for the unused period in case of termination due to breach

For voluntary cancellation, the Client must request it through the ticket system at least 7 days before the renewal date.

11. Limitation of Liability

Truobox shall not be liable for indirect, incidental, special or consequential damages resulting from the use or inability to use our services. Our maximum liability shall be limited to the total amount paid by the client during the 12 months prior to the incident. Without prejudice to the foregoing, Truobox shall specifically not be liable for:

• Loss, corruption or deletion of Client data, regardless of cause
• Loss of revenue, profits, business opportunities or data arising from the use of services
• Damages resulting from unauthorized access to the Client's account or servers
• Interruptions caused by factors outside Truobox's reasonable control
• Incompatibilities or failures of software installed by the Client on their servers

12. Governing Law

These Terms and Conditions are governed by the laws of the state of Wyoming, United States. Any dispute shall be resolved in the competent courts of said jurisdiction.

13. Modifications to Terms

Truobox reserves the right to modify these Terms and Conditions at any time. Modifications will be published on this page and notified to registered clients by email at least 30 days in advance. Continued use of services after the effective date of modifications will constitute acceptance of the new terms. If you do not agree with the changes, you may cancel your services before they take effect.

14. Managed WordPress Service

Truobox's Managed WordPress Service consists exclusively of the administration of the technological infrastructure that runs the Client's WordPress site on the web server side. Truobox maintains the environment where WordPress runs: container, operating system, web server, PHP engine, database, cache, backups, perimeter security, SSL, CDN, and the platform tools (including the Truo Starter plugin).

The Service does not include administration of the site's content or the Client's application code. In particular, Truobox does not install plugins on request, configure themes, write code, make customizations, modify the behavior of WooCommerce or any other plugin beyond what the platform provides by default, and does not provide maintenance for code written by third parties.

If the Client requires code changes, customizations, or development, the Client must hire their own developer or independent professional. Truobox may, upon request, share a list of trusted external partners, but it does not provide them, does not hire them, does not supervise them, does not bill them, and is not responsible for their work.

Scope of the Service: what Truobox provides without Client request

• Compute infrastructure: isolated Docker container per site with 12 CPUs and 8 GB of RAM guaranteed.
• OpenLiteSpeed 1.8 web server with HTTP/2 + HTTP/3, Gzip + Brotli, TLS 1.3.
• PHP runtime 8.1 to 8.5 selectable from the panel, with changes coordinated with support.
• MariaDB 11.4 LTS database with automatic weekly optimization.
• Platform cache: LSCache (full page) + Redis Object Cache + OPcache + JIT, pre-configured and auto-tuned.
• Cloudflare Worker CDN (origin-pull) with Image Optimizer (WebP/AVIF).
• Let's Encrypt SSL auto-provisioned and auto-renewed.
• Automatic backups encrypted with AES-256-GCM, frequency according to plan (daily, every 12 hours, every 6 hours, or hourly), retention of 14 to 60 days, downloadable from the panel.
• Manual backups of 1 to 10 per day according to plan (unlimited on WP 1M).
• Automatic pre-deploy backup before each staging to production push.
• Perimeter security: Cloudflare WAF, xmlrpc.php blocked at the server level, login rate limit (4 attempts per 20 minutes), weekly malware scan.
• WordPress base hardening: theme and plugin editor disabled, non-standard database prefix, wp-config.php protected, sensitive files blocked, dangerous PHP functions disabled.
• Truo Starter plugin pre-installed with its nine modules (CDN Rewriter, Media Offloader, Image Optimizer, Cache Purger, Security, Database, Monitoring, Email Test, Performance).
• Per-container isolation: an infection does not spread to other sites.
• Availability: 4-level Auto-Recovery, 24/7 monitoring, public health endpoint.
• Free initial migration upon contracting the plan, with no downtime.
• Malware cleanup: if the site gets infected, we clean it at no cost within one business day, subject to the policy in Section 6 of these Terms.
• WordPress core updates: minor versions auto-applied; major versions coordinated with the Client via support.
• Platform support in Spanish, 8am to 5pm, via ticket.
• 99.9% monthly uptime SLA.
• 30-day money-back guarantee from activation.

Out of Scope: what Truobox does not do

• Install plugins at the Client's request, beyond those pre-installed by the platform. The Client can self-install them from the WordPress admin.
• Configure themes (colors, layout, typography, logo, menus, widgets). This is the Client's or their developer's work.
• Write or modify code (PHP, JavaScript, CSS, HTML) on the Client's site. This is the Client's or their developer's work.
• Create child themes or mu-plugins for the Client. This is the Client's or their developer's work.
• Modify the behavior of plugins from the official repository (WooCommerce, WPForms, Yoast, among others) via hooks, filters, or snippets. This is the Client's or their developer's work.
• Develop custom plugins or themes. This is the Client's or their developer's work.
• Integrate with external services (CRM, ERP, email marketing, payment gateways other than those documented) via webhooks, API, or plugins. This is the Client's or their developer's work.
• Create or modify custom post types and taxonomies. This is the Client's or their developer's work.
• Diagnose and fix bugs in third-party plugins or themes. The Client must contact the plugin author or their developer.
• Migrate content from non-WordPress platforms (Wix, Squarespace, Joomla, Drupal, custom sites). Only migrations between WordPress sites are performed.
• Graphic design, branding, visual identity, and audiovisual production. The Client hires an agency or freelancer.
• Content SEO (keyword research, copywriting, link building). The Client hires an agency or freelancer.
• Digital marketing campaigns (Google Ads, Meta Ads, email marketing). The Client hires an agency or freelancer.
• Content translation (posts, pages, products). The Client hires a translator.
• Content production (writing, photography, video). The Client does it themselves or hires a professional.
• Off-hours support for issues that are not total platform outages. The platform support SLA is 8am to 5pm; changes are not covered outside of business hours.
• Preventive or corrective maintenance of third-party code. The Client must contact the code author or their developer.
• One-on-one training on how to use WordPress, WooCommerce, or any plugin from the official repository.

Client Obligations

• Administer the content of their site (pages, posts, products, media, users, and comments).
• Install, configure, update, and maintain the plugins and themes they use, with the exception of Truo Starter, which is a platform plugin and must not be uninstalled.
• Keep passwords secure and unique, enable two-factor authentication on their admin accounts, and not share credentials.
• Do not install nulled (pirated) plugins or themes. The consequence is that the resulting malware cleanup goes from being free to costing $50 per incident, and recurring infection voids the warranty (see Section 6).
• Test changes in staging before pushing them to production, and coordinate with support if the change touches infrastructure.
• Maintain a backup of their critical content outside the platform, following the 3-2-1 rule described in Section 6.
• Have a trusted developer to make code changes or customizations, or accept that they will make those changes themselves.
• Notify support before making structural changes, such as theme changes, bulk imports, domain changes, or migrations.
• Comply with the law applicable to their content and business activity. Truobox is not responsible for the Client's content.
• Pay for the service on time according to the contracted cycle.

Support Policy: what we handle and what we redirect

Truobox handles infrastructure tickets: site down or 500 error that does not resolve in five minutes, suspected hack, platform outage (MariaDB, OpenLiteSpeed, Redis, Traefik, Cloudflare zone), automatic backup issues, plan or PHP version change requests, and backup restoration requests. These tickets are handled during business hours, with the exception of platform emergencies (site down, suspected hack) which are escalated 24/7 to the senior technical team.

Truobox does not handle application tickets. Requests such as installing a plugin, changing theme colors, adding an extra field to checkout, diagnosing a bug in a third-party plugin, optimizing site performance, developing custom functionality, or training the Client on the use of WordPress, WooCommerce, or any plugin from the official repository, are redirected to the Client or their developer. If the Client requires a rollback, Truobox can restore a backup at no cost; but fixing the code or configuration that caused the problem is the Client's or their developer's responsibility.

Principle: Truobox support handles infrastructure issues. Everything on the application side (WordPress admin, plugins, themes, content, code) is resolved by the Client or their developer.

Policy on Site Changes

If the Client or their developer makes changes to the site (installing or uninstalling plugins, theme changes, code editing, database modifications, plugin configuration, among others), Truobox is not responsible for the result of those changes.

If a Client change breaks the site, Truobox can assist with a backup restoration (free, from the panel) or with a platform diagnosis (free, to rule out that the problem is infrastructure-related). Fixing the code or configuration that caused the breakage is the Client's or their developer's responsibility, and is quoted separately if Truobox executes it.

If a Client change generates a security incident, for example installing a nulled plugin, a weak password, or opening a port, the incident is handled according to the malware policy and the nulled policy of this Section 14.

If the Client asks Truobox to fix a change they made

• This is not covered by the Managed WordPress Service. It is handled as a paid platform work request, quoted separately against an hour bank or flat rate.
• The scope is agreed in writing before starting, and the deliverable is to restore the site to a functional state, not necessarily to the state prior to the change. The Client must approve the target state.
• Truobox reserves the right to refuse this type of work if the site is in a state that puts the platform at risk (active nulled plugins, compromised code, inconsistent database). In that case, the Client is asked to take corrective action before being re-evaluated.

Policy on Nulled Plugins and Themes

• Truobox does not install nulled (pirated) plugins or themes. If the Client installs them on their own, the first malware cleanup is performed at no cost within one business day of detection.
• From the second infection derived from the nulled, each cleanup costs $50.
• If the Client refuses to uninstall the nulled after the cleanup, Truobox reserves the right to suspend the site to protect the platform and other clients on the node. The Client will be notified in writing before the suspension.
• The presence of a nulled voids the warranty on site performance, stability, and availability. Truobox is not responsible for crashes, slowness, or recurring infections derived from nulled plugins or themes.

Limitation of Liability Applicable to the Managed WordPress Service

• Truobox is not responsible for the content of the Client's site, nor for its legal, tax, data protection, intellectual property, or any other regulatory compliance.
• Truobox is not responsible for economic losses derived from site unavailability, beyond what is covered by the 99.9% SLA (invoice credit, not compensation).
• Truobox is not responsible for the results of changes, customizations, code, plugins, or themes installed by the Client or by third parties.
• Truobox is not responsible for data loss beyond what is covered by the backup policy of Section 6. The Client is responsible for keeping their own copy off the platform.
• Truobox does not guarantee that the site is free of vulnerabilities or attacks. The platform reduces the risk through WAF, rate limit, malware scanning, per-container isolation, and base hardening, but no system is one hundred percent secure.