Terms and Conditions
Updated version — June 2026
GRUPO ZGH SpA
1. Company Identification
GRUPO ZGH SpA, RUT: 76.780.278-9, with registered address at Avenida Nueva Providencia 1881, Oficina 1912, Providencia, Santiago, Chile. Legal Representative: Enzo Picero Sonnenburg, RUT 18.024.399-2.
Service areas: Internet, IT solutions, hosting, housing, dedicated servers, technical support, on-site engineering and streaming.
The services constitute IT and telecommunications service provision. The agreement is formed when the Customer requests a service, pays the first invoice or actively uses the service after becoming aware of these Terms, which constitutes express acceptance under Law No. 19.799 on electronic documents.
2. User Conduct
The Customer represents that the services offered will be used exclusively for lawful purposes. The following is prohibited:
- Publishing, transmitting or storing unlawful content or content used without the required intellectual property authorization.
- Running malicious code or software that affects service stability.
- Issuing threats, offensive language or mistreatment toward GRUPO ZGH personnel.
3. Prohibited Activities
The services may not be used for:
- Spamming (mass sending of unsolicited email).
- Spoofing, phishing, mailbombing, trolling or use of unassigned IP addresses.
- Promotion through spam (passive spamming).
These actions will be sanctioned and, where necessary, reported to the competent authorities.
4. Agreement Term and Cancellation
Agreements are indefinite and automatically renewable. The Customer may terminate them whenever deemed appropriate, except where specific clauses in signed agreements provide otherwise.
Non-payment policy:
- Day 3 after the due date: immediate service suspension.
- Day 7 after the due date: permanent deletion of the service and associated data.
5. Service Scope
GRUPO ZGH provides services under the conditions detailed in each plan. All services are hosted on infrastructure controlled by the Company, including its own datacenter and redundant servers.
6. Operational Continuity, Force Majeure and Limitation of Liability
GRUPO ZGH SpA declares that it:
- Owns and operates its own datacenter, with electrical backup systems through UPS units and automatic diesel generators.
- Is certified or aligned under the TIER III standard, enabling maintenance without interruption.
- Has multiple Internet access links provided by different carriers.
- Holds a current ISO 9001 certification for operational processes and quality management.
Notwithstanding these safeguards, GRUPO ZGH is not liable for interruptions caused by:
- Natural disasters, terrorism, acts of war, fires or catastrophes not attributable to its direct operation.
- International backbone failures, congestion outside GRUPO ZGH's ASN, or unavailability of external providers.
- DDoS attacks or other cybersecurity events that exceed reasonable mitigation mechanisms.
Except in cases of willful misconduct or gross negligence, GRUPO ZGH's total cumulative liability to the Customer for a given service shall be limited to the amount actually paid for that service during the 12 months preceding the event giving rise to the claim. GRUPO ZGH shall not be liable for lost profits, indirect or consequential damage, or loss of data, except where mandatory law provides otherwise.
7. Support and Service Hours
Monday to Friday, 09:00 to 18:00 hrs.
Continuous 24×7 service.
Issues caused by third parties will be handled within a maximum period of 48 business hours.
8. Rates, Charges and Payments
- Current rates are published on each service page at zgh.cl.
- Invoices are issued 5 days before their due date.
- Only payments made to official accounts are accepted.
- Unpaid services will be suspended on day 3 and deleted on day 7, with no recovery.
- Published prices may be adjusted upon renewal, with prior notice on the invoice or on the website.
Failure to pay does not cancel the obligation to cover the amount owed.
9. Refunds
✅ Applies if:
- The service was contracted less than 35 days ago.
- The refund is requested within the first 30 days.
- There are 3 or more valid technical tickets unresolved under the SLA.
❌ Does not apply to:
- Dedicated services, third-party licenses or mistaken purchases.
- Cases where the customer does not substantiate the failure.
All refunds will be proportional and subject to deductions for taxes or transaction costs. For digital services with immediate execution, the right of withdrawal may not apply when the Customer has started using the service with express consent, under Article 3 bis of Law No. 19.496. Consumers may also contact the National Consumer Service (SERNAC) at www.sernac.cl.
10. Security and Fraud
The following is strictly prohibited:
- Providing false, incomplete or misleading information.
- Using false identities, unassigned IP addresses or deceiving the payment system.
11. Service Conditions
Included services:
- Shared, multidomain and reseller hosting
- VPS and dedicated servers
- Audio/video streaming
- Domain registration
- Web development and search positioning
- IT engineering and custom solutions
Limits and conditions:
- Maximum CPU usage: 8% on shared plans.
- Email: up to 300 per hour / 900 per day.
- Streaming requires an SCD license ( www.scd.cl).
- Migrations are included only in managed services.
- Data recovery is not guaranteed.
- 3 blacklists per IP in one quarter = service termination without refund.
Fair Use Policy — VPS ExpressCloud 01 to 04
VPS services in the ExpressCloud 01, 02, 03 and 04 categories are subject to automatic resource usage monitoring policies:
- If CPU usage exceeds 80% sustained of the assigned vCPU for more than 1 continuous hour, an internal monitoring alert will be generated automatically.
- If that condition persists for more than 24 continuous hours, GRUPO ZGH will send a formal notice to the Customer.
- If, after another 24 hours, excessive usage continues without mitigation, GRUPO ZGH may proceed with the VPS's temporary automatic shutdown to protect the shared infrastructure.
- Reactivation may require configuration adjustments, load optimization or migration to a higher plan.
12. SLA — VPS and Dedicated Servers without High Availability
Discounts for verified monthly unavailability:
| Monthly availability | Applicable discount |
|---|---|
| 99.4% – 99.7% | 5% of the monthly value |
| 99.0% – 99.4% | 15% of the monthly value |
| < 99.0% | 30% of the monthly value |
- Applies only to managed or monitored services.
- Time is counted from the opening of a valid ticket.
13. Amendment of Terms
GRUPO ZGH may amend these Terms whenever it deems necessary. Material changes will be published on zgh.cl at least 15 days before they take effect on the next renewal. If the Customer disagrees, they may terminate the service before renewal without penalty, except for amounts owed. Changes apply automatically upon renewal. Customers with signed agreements may keep prior conditions until their expiration.
14. Exclusions
This document does not apply to customers with specific signed agreements, which prevail over these general conditions.
15. Acceptance
The Customer declares that they have read and understood this document in full before contracting. Online contracting, payment of invoices or continued use of the service implies electronic acceptance of these Terms, with the effects provided under Law No. 19.799. The Customer also declares that they have the minimum technical knowledge required to operate the contracted services.
16. Service Abuse Fines
Any misuse of the service may be sanctioned with a fine of 50 USD (plus applicable taxes) per verified incident.
The following is considered abuse:
- Excessive use of server resources.
- Sending email outside the established limits.
- Installing malicious scripts.
- Repeated conduct affecting GRUPO ZGH's network or technical reputation.
The fine will be supported by a technical report and billed to the customer. Repeated conduct may lead to permanent service termination without any right to a refund.
17. Personal Data
GRUPO ZGH processes the Customer's personal data to perform the agreement, issue invoices, provide support and comply with legal obligations, under Law No. 19.628 on Protection of Private Life. Cookie and similar technologies are governed by our Cookie Policy. The Customer may exercise access, rectification, cancellation and opposition rights by writing to info@mail.zgh.cl. GRUPO ZGH does not sell Customer personal data.
18. Intellectual Property, Content and Indemnification
The Customer retains ownership of their content and grants GRUPO ZGH a limited license to host it, perform technical backups and make it available on the Internet for the term of the agreement. The Customer declares that they have sufficient rights over such content and shall hold GRUPO ZGH harmless from third-party claims arising from intellectual property infringement, privacy violations, defamation or unlawful use attributable to the Customer.
GRUPO ZGH may suspend or remove content that violates the law or these Terms, including following a substantiated complaint from third parties under Law No. 17.336.
19. Third-Party Services and Backups
Domain registration, certificates, third-party software licenses and other external components are also governed by their respective providers' terms. GRUPO ZGH is not liable for acts or omissions of third parties outside its reasonable control. Unless expressly agreed in a managed service, the Customer is solely responsible for maintaining backups of their information.
20. Assignment, Notices, Governing Law and Jurisdiction
- The Customer may not assign the agreement without GRUPO ZGH's written authorization.
- Notices sent to the email registered in the Customer account or through a support ticket shall be deemed validly received.
- These Terms are governed by the laws of the Republic of Chile. For any dispute, the parties submit to the jurisdiction of the ordinary courts of Santiago, without prejudice to the consumer's domicile where applicable under Law No. 19.496.
- If any clause is declared invalid, the remaining clauses shall remain in force.