Terms of service

1. Who we are

luisa.sh provides Linux virtual machines on Apple Silicon. In these terms, “we” and “us” mean the service operator:

These terms govern your use of luisa.sh. Purchases through Paddle are also subject to the Paddle Buyer Terms. Paddle is the merchant of record for those purchases; we operate the computing service.

2. Your account

You must be at least 18 and legally able to enter into this agreement. If you act for a business, you must have authority to do so. Provide accurate account and billing details and keep your email address up to date.

Protect your email account, SSH private keys and browser sessions. You are responsible for activity you authorize through your account, including your agents. Tell us promptly if you suspect unauthorized access. A Teams plan shares capacity between members; it does not automatically give members access to one another’s VMs.

3. Plans, payment and taxes

Your monthly subscription provides a capacity pool. You can divide it between VMs within the plan’s CPU, memory, disk, regional and per-VM limits. The selected plan and checkout show the capacity, billing interval and price before you subscribe. Availability is subject to capacity in your chosen region.

Subscriptions renew monthly until cancelled. Paddle processes payment, issues receipts and handles applicable sales tax or VAT. The final amount and any taxes are shown at checkout. The operator’s Austrian small-business VAT status does not exempt purchases from taxes that Paddle must collect.

Plan changes, additional capacity and any prorated charge are shown before you confirm them. We do not charge for an upgrade you have not authorized. Failed or overdue payments may lead to paid access ending as described below.

4. Acceptable use

You may run your software and agents, install tools and use the Linux features your VM supports. You must have the rights and permissions needed for the software, data and activity you host.

Do not use the service for unlawful content or activity, phishing, spam, credential theft, malware distribution, denial-of-service attacks or access to systems without permission. Do not circumvent capacity limits, attack the platform or interfere with other customers. Authorized security research on systems you control or have permission to test is allowed, provided it does not harm the platform or others.

We may restrict affected access when reasonably necessary to address a security threat, unlawful activity, a material breach or a legal obligation. Where possible, we will explain the reason and give you a reasonable chance to resolve it. Urgent risks may require immediate action. Contact us to request a review.

5. Your VMs and data

You keep ownership of your code, files and other content. You authorize us to host and process it only as needed to provide and secure the service, follow your instructions and comply with law.

VM disks use local NVMe storage. They are not backed up by us. Hardware failure, a lost host or deletion can permanently lose data. Keep independent backups of anything you cannot replace. An ordinary shutdown preserves your disk, but persistence is not a backup or a guarantee against data loss.

SSH traffic is encrypted end to end between your client and VM through our gateway. We process connection and resource metadata to operate the service. This does not make the infrastructure incapable of accessing stored data. Our Privacy policy explains data handling.

If you host personal data for others, you are responsible for your lawful basis and instructions. Where we act as your processor, an Article 28 data-processing agreement is required in addition to these terms. Contact us to arrange it before using the service for that processing.

6. Availability and support

We maintain the service with reasonable care and skill. Maintenance, faults and upstream outages can interrupt access. Unless separately agreed in writing, we do not promise a particular uptime, recovery time or benchmark result. We will give reasonable advance notice of planned material interruptions where practicable.

Contact hello@luisa.sh for support, abuse reports or security concerns. Do not send private keys or passwords. Your statutory rights when a service is defective remain unaffected.

7. Cancellation and retained disks

You can cancel renewal through the billing controls in your settings or Paddle’s customer portal. You can also contact us for help. Cancellation normally takes effect at the end of the period already paid for. It does not delete a VM immediately.

When paid access ends, you cannot create or wake VMs or open new SSH connections. Connections already accepted may finish; running VMs stop after the final accepted connection ends. Disks are retained without charge for 30 days from the end of paid access, then scheduled for permanent deletion. Deletion waits for any already accepted connection to finish. Retention notices are sent to your account email.

You may reactivate before deletion if compatible capacity is available; that capacity is not reserved during retention. Explicitly deleting a VM removes its disk immediately, including during the retention period. Do not rely on retention as a backup.

Account deletion and subscription cancellation are separate. A deletion request may require resolving active VMs or billing first, and legally required records can remain after closure. Except for statutory rights, a confirmed refund or a separately agreed remedy, cancellation does not refund a period already started.

8. Consumer withdrawal

If you are an EU or EEA consumer, you generally have 14 days from concluding a service contract to withdraw without giving a reason. To exercise this right, send a clear statement before the deadline to hello@luisa.sh or the postal address above, or use Paddle’s purchase support. Include enough information to identify the order.

You may use this wording, but do not have to: “I withdraw from the contract for [service], ordered on [date]. Name: [name]. Address: [address]. Order or account reference: [reference]. Date: [date].” Add your signature if sending it on paper.

Where applicable, payments are refunded within 14 days after receipt of your withdrawal, using the original payment method unless agreed otherwise, without a refund fee. If you expressly requested that the service begin during the withdrawal period and received the required information, a proportionate amount for service supplied before withdrawal may be payable. Starting a VM alone does not waive your statutory rights. Paddle’s purchase terms and any more protective mandatory local law also apply.

9. Responsibility and applicable law

We are responsible under applicable law for our performance of the service. Nothing in these terms excludes liability that cannot lawfully be excluded, including for intent, gross negligence or personal injury, or limits mandatory consumer warranties and remedies. The storage disclosures explain how the service works; they do not waive those rights.

Austrian law governs the service agreement with us. If you are a consumer, this choice does not deprive you of mandatory protection under the law of your habitual residence or your right to use a court available to you under applicable law. Paddle’s terms separately govern your purchase agreement with Paddle.

10. Changes to the service or terms

We may update these terms to reflect legal requirements or changes to the service. We will explain material changes and notify affected account holders in advance, ordinarily at least 30 days before they take effect. Where consent is legally required, we will request it; silence alone will not count as consent. Urgent changes required by law or security may need shorter notice.

We will not apply a price change retroactively to a paid period. If we discontinue the service, we will give reasonable notice and an opportunity to retrieve your data, and arrange any refund required for prepaid service we cannot provide.