New accounts are normally activated after payment has been received and verified.

We aim to activate accounts as quickly as possible, usually within a few hours. However, activation may take up to 24 hours where additional payment verification, fraud screening, domain registration or manual review is required.

Customers agree to pay all invoices for services on or before the applicable due date or renewal date.

Renewal invoices may be generated before the renewal date to allow sufficient time for payment.

Unpaid invoices may result in temporary suspension of the associated service.

If a terminated account can be restored from an available backup, restoration may attract a one-time restoration fee of Ksh. 5,000, in addition to all outstanding renewal charges.

We do not guarantee that a backup will remain available after an account has been terminated.

Customers are responsible for providing accurate and current contact information.

A valid email address and telephone number should be maintained on the customer account at all times.

We may use the contact information provided to communicate regarding payments, abuse reports, service interruptions, account suspension, security matters, renewals and other service-related matters.

Cancellation requests must be submitted through the appropriate billing or customer support channel.

Cancellation requests may take up to 48 hours to process.

Customers remain responsible for outstanding charges incurred before the cancellation becomes effective.

Customers are responsible for all activity carried out through their account, including activity performed by users, employees, representatives or clients authorised by them.

Resellers are responsible for the activities of their customers. If a reseller's customer violates these Terms of Service, appropriate action may be taken against the affected account.

Customers are responsible for keeping their login credentials secure and should notify us promptly if they believe their account has been compromised.

Eligible new hosting customers may request a refund within 30 days of the initial signup, subject to the exclusions and conditions described below.

The money-back guarantee applies only to the customer's first eligible hosting package and may only be used once.

Website design deposits and payments are subject to the specific quotation or agreement issued for the project. Once work has commenced, refunds may be subject to work completed and expenses already incurred.

Our services may only be used for lawful purposes.

Customers agree to comply with all applicable laws, regulations and legal requirements when using Penum Tech Limited services.

Customers may not use our servers, networks or services for illegal, abusive, malicious or harmful activities.

The following activities and content are prohibited:

Customers may not use hosting space as a general-purpose backup service for websites or accounts hosted elsewhere.

Customers may not run background processes or applications that consume excessive server resources or attempt to bind unauthorised ports on shared hosting environments.

We may maintain backups of customer accounts as part of our service and operational procedures.

Where a suitable backup is available, we may restore an account upon request.

Customers should maintain their own independent backups of important website files, databases, email and other data.

Customers are expected to operate their websites within the bandwidth limits allocated to their hosting package.

Where additional bandwidth is available and permitted, excess usage may be billed according to the applicable service rates.

Unpaid charges associated with excess usage may result in suspension of the affected service.

We may assist customers with transferring websites and hosting accounts from another provider where technically possible.

Transfers from cPanel-based hosting platforms may be performed as a courtesy to customers.

Customers remain responsible for verifying that their website, email accounts, databases and other services have transferred correctly before changing DNS or nameservers.

Customers are expected to communicate with Penum Tech Limited employees, representatives and support personnel respectfully and professionally.

Abusive, threatening or seriously inappropriate behaviour may result in suspension or termination of services.

Where appropriate, we may provide notice before taking action, except where immediate action is necessary to protect staff, customers, infrastructure or security.

We collect and use customer information for purposes including account administration, billing, service delivery, technical support, communication and compliance with applicable requirements.

We do not sell customer personal information. Information may be disclosed where required by law or where necessary to provide a requested service through a trusted service provider.

Additional information regarding how we handle personal information is available in our Privacy Policy.

Shared hosting and reseller accounts operate within resource limits designed to maintain reliable service for all customers.

Accounts that consistently consume excessive resources may be contacted and required to optimise their websites, applications or resource usage.

Where excessive usage creates a risk to server stability or other customers, the affected account may be temporarily suspended.

Where an applicable service qualifies for an uptime credit, service credits may be calculated according to the following schedule.

To request an applicable service credit, customers should contact our billing or support department and provide relevant information regarding the claimed downtime.

Approved credits may be applied to the customer's account within 14 days after the claim has been reviewed and approved.

Penum Tech Limited may update or modify these Terms of Service from time to time to reflect changes in our services, business practices, technology or applicable requirements.

Updated terms will be published on this page together with the applicable revision date.

Customers are encouraged to review these terms periodically.