Terms and conditions

Version 1.1 — Effective date: June 23, 2026.

Leer en español (versión vinculante)

1. Provider identification

The service is provided by SOFTLITE LLC (hereinafter, «Softlite»), a limited liability company incorporated under the laws of the State of Wyoming, United States, with address at 30 N Gould St Ste N, Sheridan, WY 82801, USA, represented by Nat Smith. Softlite operates and provides its services in Mexico.

Official contact details:

• Email: hola@softlite.mx
• Website: softlite.mx
• WhatsApp: +52 221 200 4480

2. Acceptance of these terms

By purchasing any Softlite service through the client platform (robot.softlite.mx, currently also reachable as robot.softlite.biz during the transition period, or any domain operated by Softlite), whether by selecting a plan, activating an account or paying any amount, the customer declares that they have read, understood and fully accepted these terms and conditions, as well as the privacy notice in force.

Acceptance is given through the confirmation mechanism enabled on the platform (checkbox, purchase button or equivalent) and has the same legal value as a handwritten signature under applicable electronic commerce and electronic signature law.

The customer may be an individual or a legal entity of any nationality. Legal entities acknowledge that whoever accepts these terms has authority to bind the company.

3. Services covered

These terms apply to all services purchased through the Softlite platform, including but not limited to:

3.1 Softlite Mail Empresas

• Mail 5: up to 5 email accounts, 25 GB of storage for the package.
• Mail 10: up to 10 email accounts, 50 GB of storage for the package.
• Mail 25: up to 25 email accounts, 150 GB of storage for the package.
• Mail Pro: from 50 accounts; storage and terms per quotation.

3.2 Softlite Presencia IA

• Presencia IA Start ($6,900 MXN/year + VAT): domain included the first year (subject to conditions), simple landing page, up to 5 email accounts, 25 GB of storage, SSL, initial copy produced with AI assistance, initial setup.
• Presencia IA Negocio ($12,900 MXN/year + VAT): domain included the first year (subject to conditions), website of up to 5 sections, up to 10 email accounts, 50 GB of storage, copy produced with AI assistance, basic SEO, initial support.
• Presencia IA Empresa (from $24,000 MXN/year + VAT): domain included the first year (subject to conditions), website of up to 8–10 sections, up to 25 email accounts, 150 GB of storage, full copy and structure produced with AI assistance, basic SEO, priority support.

3.3 Softlite Infra / managed VPS

Infrastructure services, VPS, Moodle, HestiaCP and special applications. These services are additionally governed by the Technology Infrastructure Services Agreement signed by the parties, which prevails in the event of conflict with these terms.

3.4 Additional services (add-ons)

• Additional email account.
• Additional storage.
• Domain registration or transfer.
• Email archiving.
• Email migration.
• Remote device configuration.
• Daily backups or a special retention policy.
• Assisted restoration.
• Blocks of technical hours.
• Other services available on the platform at the time of purchase.

4. Service activation

• Activation takes place within 24 to 72 business hours of payment confirmation.
• Softlite will deliver access credentials, configuration details and tutorials for the purchased plan by email to the registered address.
• Activation is conditional on the customer providing the information required in the order form (name, domain, number of accounts, technical and administrative contact details).
• If the plan includes a domain, email activation is conditional on the availability and successful registration of the requested domain, as set out in section 9.

5. Prices and payment

5.1 Prices

The prices of each plan and add-on are those published on the platform at the time of purchase. They are shown in US dollars (USD) and/or Mexican pesos (MXN) depending on the customer's region. For customers in Mexico, invoicing is in MXN, with 16% VAT and issuance of a CFDI invoice upon request. Softlite may change prices by notifying the customer at least 30 calendar days in advance. If the customer does not accept the new price, they may cancel under section 8 with no additional financial penalty.

5.2 Accepted payment methods

• Credit or debit card (Visa, Mastercard, American Express) via Stripe.
• OXXO Pay.
• SPEI bank transfer.
• Mercado Pago.
• Other methods enabled on the platform at the time of purchase.

5.3 Invoicing (CFDI)

• The customer may request an electronic invoice (CFDI) by providing complete tax details at the time of purchase or before the end of the month in which payment was made.
• Softlite will issue the CFDI within 3 business days of payment confirmation and receipt of complete tax details.
• Invoices not requested with complete tax details within the month of payment cannot be generated retroactively for closed tax periods.

5.4 Late payment interest

In the event of non-payment on the agreed date, overdue amounts will accrue late payment interest of 4% per month on the outstanding balance, starting on the first day of the month following the due date.

6. Contract terms and renewal

6.1 Monthly plan

The service is purchased and billed month to month, in advance. The customer may cancel with at least 5 calendar days notice before the next billing period.

6.2 Annual plan

The service is purchased for 12 months. Payment may be made annually in advance or in monthly installments with an annual commitment, depending on the option selected. An annual commitment includes a preferential price compared to the equivalent monthly plan.

6.3 Automatic renewal

Services renew automatically at the end of the purchased term, at the price in force at the time of renewal. Softlite will notify the customer 30 calendar days in advance by email, stating the renewal price. The customer may turn off automatic renewal from their panel or by written notice at least 15 calendar days before the renewal date.

6.4 Multi-year plans (2 and 3 years)

Plans with a preferential discount for a 2- or 3-year commitment. They may be offered at annual renewal or as a specific offer on the platform. The price, non-refund and cancellation terms are the same as the annual plan, applied to the full purchased term.

7. Refund policy

• Monthly plan: no refunds are made for the remaining fraction of the current month upon cancellation. The service stays active until the end of the period already paid for.
• Annual or multi-year plan: advance payments are non-refundable, in whole or in part, in the event of early cancellation by the customer's decision or breach. Amounts paid are deemed earned as consideration for reserving and making the infrastructure available during the purchased term.
• Exception: if Softlite cancels the service for reasons attributable solely to the provider (unrelated to any breach by the customer), the proportional part of the unserved period will be refunded.

8. Cancellation of the service

8.1 By the customer

The customer may request cancellation at any time by written notice (email) or through the client panel.

• Monthly plan: cancellation takes effect at the end of the current monthly period.
• Annual or multi-year plan: cancellation takes effect at the end of the purchased term. No refunds are issued for the remaining time.

8.2 By Softlite

• Breach of the acceptable use policy (section 11): immediate cancellation without refund.
• Non-payment not remedied within 7 calendar days after suspension: cancellation with notice.
• Instruction from a competent authority or from the datacenter provider.
• Unilateral commercial decision: with 60 calendar days notice and a refund proportional to the unserved time.

8.3 Data retrieval after cancellation

Upon termination of the service, Softlite will keep the customer's data available for 30 calendar days. After that period, if the customer has not retrieved their information, Softlite may delete it permanently without liability. Technical assistance for data migration or export is subject to a separate quotation.

9. Domain policy

9.1 Softlite Mail Empresas plans

Softlite Mail plans do not include a domain by default. The customer may use an existing domain of their own (Softlite configures it) or purchase a new domain as an add-on (subject to availability and the price in force).

9.2 Softlite Presencia IA plans

Softlite Presencia IA plans include 1 domain for the first year, subject to:

• Availability of the requested domain at the time of purchase.
• Participating extensions: .com, .com.mx, .mx (and any others Softlite indicates on the platform at the time of purchase).
• Not applicable to premium domains, special extensions, already registered domains, or domains with special or protected characters.
• Renewing the domain from the second year onward carries an additional cost, which the customer must pay to retain ownership.
• If the requested domain is unavailable, alternatives will be offered; if none is acceptable, the plan is activated without a domain and the customer receives a credit equal to the domain's value toward another service.

9.3 Domain responsibility

The customer is responsible for keeping the domain associated with their service valid and correctly configured. Expiry or incorrect reconfiguration of the domain by the customer does not constitute a breach by Softlite and does not give rise to any right to compensation.

10. Storage and email policy

10.1 Storage

The storage included in each plan is a quota assigned to the customer's cPanel package and is shared across all the plan's email accounts. If the customer exceeds the quota, Softlite will notify them by email and the customer must free up space or purchase additional storage. Softlite reserves the right to suspend the reception of new email in accounts that exceed their quota until the situation is resolved.

10.2 Email sending limits

To protect server reputation and deliverability for all customers, the following limits apply:

• Standard plan: up to 200 emails per hour per cPanel account.
• Premium plan (contracts above $20,000 MXN): up to 500 emails per hour per cPanel account.

On reaching the limit, the server temporarily suspends sending until the one-hour period elapses. These limits apply to normal transactional email. Softlite's email services are not designed or authorized for bulk email marketing campaigns.

10.3 Email archiving

Email archiving is an add-on service that keeps a copy of incoming and outgoing messages for a defined period. Enabling it consumes additional storage. Conditions, prices and retention periods are specified when the service is purchased.

11. Acceptable use policy

The customer undertakes to make lawful, ethical and responsible use of the services. The following is expressly prohibited:

• Spam and unsolicited email: sending unsolicited bulk email, chain letters or communications that violate the LFPDPPP or applicable anti-spam practices.
• Bulk email marketing: using Softlite email as a platform for sending mass campaigns (specialized platforms such as Mailchimp, Brevo or Klaviyo must be used for that).
• Phishing and impersonation: sending email that impersonates another person, company or institution for deceptive or fraudulent purposes.
• Malware and harmful content: distributing viruses, ransomware, spyware or any malicious code.
• Illegal content: hosting, distributing or transmitting content that violates Mexican law or the law of the country where the infrastructure is located.
• Hacking activity: scans, attacks or vulnerability probing against external networks or systems.
• Cryptocurrency mining: running mining software on Softlite infrastructure.
• Resource abuse: consuming server resources in a way that affects other customers, including sending email above the established limits.
• Unauthorized resale: reselling, subleasing or assigning the services to third parties without written authorization.

Breach of this policy entitles Softlite to suspend the service immediately and without prior notice, with no liability and no right to a refund. The customer will be liable for damages caused to Softlite or to third parties.

12. Backup policy

Softlite servers keep 4 recent server recovery points (snapshots), taken daily at night (between 23:00 and 03:00, Central Mexico time).

These copies are technical and infrastructural in nature. They do not guarantee granular recovery of individual emails, specific files or application data. Restoration may require processing time and is subject to technical availability. To request a restoration, the customer must send a request by email; the restoration will be performed within 24 business hours of confirmation, subject to availability of the backup point.

Special, historical or legal backup retention (beyond the 4 standard points) is a paid add-on. The customer is responsible for implementing their own additional backups of any data they consider critical to business continuity.

If the customer exceeds the primary storage or backup capacity assigned to their plan, Softlite may, at its option and after notifying by email: (i) truncate or purge the oldest backups until the contracted limit is restored, without any liability; or (ii) charge for the additional storage consumed at the rate in force. Failure to pay for the additional storage entitles Softlite to suspend the service under section 8.

13. Technical support

13.1 Support channels

• Email: soporte@softlite.mx
• WhatsApp: +52 221 200 4480
• Ticket system on the client platform: robot.softlite.mx/helpdesk
• Help center and tutorials: softlite.mx/ayuda

13.2 Support hours

• Monday to Friday, 09:00 to 16:00 (Central Mexico time).
• Official public holidays in Mexico: no standard support.

13.3 Support scope by plan

Support does not include configuring or troubleshooting third-party applications (Office, advanced Outlook, ERP systems, etc.) unless purchased as an add-on.

13.4 Target response time

• Critical incidents (service unavailable): diagnosis begins within 4 business hours.
• Standard tickets: initial response within 24 business hours.

14. Service level agreement (SLA)

14.1 Guaranteed availability

Softlite guarantees monthly availability of 99% for the email and hosting services purchased, equivalent to a maximum of 432 minutes of downtime per 30-day calendar month.

14.2 Exclusions from the availability calculation

The following is not considered downtime attributable to Softlite:

• Scheduled maintenance notified at least 24 hours in advance.
• Connectivity failures on the customer's side or at their internet provider.
• Incidents caused by incorrect configuration by the customer.
• Expiry or failure of licenses whose renewal is the customer's responsibility.
• DDoS attacks directed at the customer's service.
• Events of force majeure or fortuitous events.
• Suspension for non-payment or breach by the customer.
• Failures of third-party infrastructure providers outside Softlite's direct control.

14.3 Compensation

If downtime attributable to Softlite exceeds the 1% monthly threshold, the customer is entitled to a proportional credit applicable to the next invoice, calculated on the amount for the affected period. No cash refunds or compensation for indirect damages or loss of business apply. To claim the credit, the customer must submit evidence of the incident (screenshots with date and time) within 5 business days after the close of the affected month.

Claims without objective evidence or submitted after the established deadline will be dismissed as a matter of course, without this constituting a breach by Softlite. Three or more unfounded, late or unverifiable claims within twelve consecutive months may be grounds for Softlite to cancel the service with thirty calendar days notice.

Email and hosting services are provided on shared infrastructure on a best-efforts basis. The customer acknowledges that performance may vary reasonably and temporarily depending on server load, and that this does not constitute a breach or give rise to compensation, provided the guaranteed availability is not affected. Availability is measured independently per service; downtime of one service is neither accumulated nor carried over into the availability calculation of another, nor does it authorize any cross-service compensation.

15. Intellectual property

• Softlite platform and developments: the code, templates, configurations, automations and tools developed by Softlite are and remain its exclusive property. The customer holds a non-exclusive license to use them for the duration of the service.
• Customer data: the data, emails, files and business information the customer stores are and remain their exclusive property.
• Website content (Presencia IA): the copy produced with AI assistance for the customer's site is delivered for their exclusive use once the service is activated.

16. Confidentiality

Softlite undertakes to keep confidential the customer information it accesses in connection with providing the services, and not to share it with third parties except under a legal obligation or on the customer's instruction. The customer undertakes to keep their access credentials confidential; Softlite will not be liable for unauthorized access resulting from the customer leaking credentials.

17. Limitation of liability

Softlite's total liability to the customer, on any ground arising from these terms or the services purchased, is limited to the amount paid by the customer in the calendar month in which the event giving rise to the claim occurred.

Softlite will not be liable for:

• Indirect, incidental, special or consequential damages.
• Loss of the customer's data, revenue, customers or contracts.
• Interruption of the customer's business.
• Failures of telecommunications providers, datacenters or third-party services.
• Events of force majeure or fortuitous events.
• Unauthorized access caused by the customer's negligence in safeguarding credentials.

18. Indemnification and third-party claims

The customer undertakes to hold Softlite, its collaborators, employees and subcontractors harmless from any claim, demand, complaint, administrative or judicial proceeding, fine, penalty or action brought by third parties, authorities or data subjects, arising from the content, software, data, applications, websites, communications or any other element operated, hosted or generated by the customer through the services.

The indemnity obligation covers: (i) legal costs and reasonable attorneys' fees; (ii) court costs, judicial expenses and fines; (iii) any amounts determined to be payable by Softlite on any ground; and (iv) any other damage Softlite suffers as a result of such claims. This clause survives termination of the agreement on any ground.

19. Protection of personal data

The processing of the customer's personal data is governed by Softlite's privacy notice. By purchasing the services, the customer consents to the processing of their data in accordance with that notice. Softlite acts as data processor (encargado) with respect to the personal data the customer stores in the services, limiting its access to what is strictly necessary to provide the service.

Any liability of Softlite arising from or relating to the processing, loss, alteration, disclosure or any other incident concerning the personal data the customer stores in the services, including claims by data subjects, authorities or third parties, is in all cases subject to the maximum liability cap set out in clause 17 of these terms.

20. Changes to these terms

Softlite may amend these terms by notifying the customer at least 30 calendar days in advance by email to the registered address and updating the document on this page. Continued use of the service after the effective date of the new version constitutes acceptance of the amended terms. If the customer does not accept the changes, they may cancel the service under section 8.

21. Anti-corruption and compliance

The parties undertake to comply with applicable anti-corruption and anti-money laundering legislation. The customer declares that the activities they will carry out with the purchased services are not unlawful in nature.

Softlite may terminate the agreement early, immediately and without any liability, if the customer is sanctioned, investigated, reported or linked to a proceeding for alleged violations of anti-corruption, anti-money laundering or international sanctions legislation, or is included on blocked or restricted persons lists, with no obligation to refund amounts paid up to the termination date.

22. Severability

If any provision of these terms is declared invalid or unenforceable by a competent authority, the remaining provisions remain in full force.

Evidentiary value of electronic communications. The parties acknowledge and grant full evidentiary value to emails, WhatsApp messages, payment receipts and other data messages exchanged between the registered addresses and numbers. Such communications constitute evidence of the intent and obligations they document, without the need for any additional handwritten signature.

Assignment. Softlite may freely assign, in whole or in part, its rights and obligations under this agreement to any related, affiliated or successor entity, or any entity resulting from a corporate reorganization, merger, spin-off or transformation, without the customer's prior consent, subsequent written notice being sufficient. The customer gives advance and irrevocable consent to such acts.

23. Non-solicitation of personnel

During the term of the agreement and for two years after its termination on any ground, the customer will refrain from hiring, soliciting or directly or indirectly inducing the hiring by third parties of any collaborator, employee or service provider of Softlite who took part in providing the services, without Softlite's prior written consent.

24. Force majeure and fortuitous events

Force majeure or a fortuitous event means any fact or circumstance beyond the reasonable control of the party invoking it that prevents, delays or makes substantially more onerous the performance of its obligations, including but not limited to: natural disasters, fires, floods, pandemics or health emergencies, armed conflict, acts of terrorism, civil unrest, strikes, large-scale power or telecommunications outages, cyberattacks on critical infrastructure, acts of authority and government mandates.

While the event persists, the affected party's obligations are suspended to the extent they are impeded, without this constituting a breach or giving rise to any liability. The affected party will notify the other within 5 calendar days of the start of the event and will implement reasonable measures within its reach to mitigate its effects. If the event continues for more than 60 consecutive calendar days, either party may terminate the service by written notice, without any liability and with no obligation to refund amounts already earned.

25. Governing law and jurisdiction

These terms are governed by the laws of the State of Wyoming, United States of America, the place of incorporation of SOFTLITE LLC. For any dispute arising from their interpretation or performance, the parties submit to the competent courts of that state. The foregoing does not deprive a customer acting as a consumer of the protection granted by the mandatory provisions of the law of their country of residence.

25.1 Recourse to PROFECO (consumers in Mexico)

If the customer is an end consumer in Mexico under the Federal Consumer Protection Law, they may turn to the Federal Consumer Protection Agency (PROFECO) to file a complaint or request conciliation before going to court:

• Website: profeco.gob.mx
• REPEP (public consumer registry): repep.profeco.gob.mx
• TELCON: 800 468 8722 (toll-free from Mexico)

25.2 Precedence of the LFPDPPP for data subjects in Mexico

Notwithstanding clause 25 regarding governing law and jurisdiction, where the data subject is an individual domiciled in Mexico, the processing of their personal data is governed at all times by the Federal Law on the Protection of Personal Data Held by Private Parties (LFPDPPP) and other applicable Mexican public-order regulations, regardless of the contractual forum agreed. The rights granted to the data subject by the LFPDPPP cannot be waived and prevail over any contractual provision to the contrary.

26. Contact

For any query, request or complaint related to these terms and conditions:

• Email: hola@softlite.mx
• Website: softlite.mx
• WhatsApp: +52 221 200 4480

SOFTLITE LLC · softlite.mx · Wyoming, USA · operations based in Mexico · Version 1.1.