By signing up, customer agrees to comply with our terms of service
1. ACCOUNT ACTIVATION
We activate new accounts within 24 hours after we receive your payment. In most cases, we will activate your account within 2 or 3 hours but sometimes we may need more time to verify your payment and make sure it is not fraudulent. We do not accept payments from unverified PayPal accounts!
2. PAYMENTS
You agree to pay for the services on time. Unpaid invoices will result in temporal suspension of your account. Invoices are generated 30 days before the renewal date and your account gets suspended 3 days after the renewal date if the invoice is not paid until that time. Your account will be terminated if it was not paid within 4 days after it was suspended. If you want us to restore it after it was terminated because of non-payment, and we have a backup of the terminated account you will have to pay Ksh. 5,000 one-time fee plus all the renewal fees. We do not guarantee we will have a backup of your account after it was terminated. Any pending payments will accrue a penalty of Ksh. 2,000 per week, if a client has more than one account and fail to pay for some of the other accounts we have the right to suspend any of the major account for his respond on the unpaid accounts.
3. CONTACT INFORMATION
Customer agrees to provide correct payment and contact information. The customer is responsible to have a valid e-mail address on file at all times. We will use that e-mail address to contact you about abuse problems, unpaid invoices, suspended accounts and any other issues.
4. CANCELLATION
Cancellation requests must be sent to our billing department. They may take up to 48 hours to be processed.
5. RESPONSIBILITY
Resellers are responsible for the actions of their clients. If your clients actions violate our terms of service we will suspend his account and we will send a notice about the issue to your contact e-mail address on file. Penum Limited will not be held responsible for any harm or damage caused by the use of our services. Customer agrees to use our services on his/her own risk.
6. 30 DAY MONEY BACK GUARANTEE
If you cancel your account within 30 days from your signup date, we will issue a full refund except the money paid for domain names, script installs, SSL certificates. There are no refunds for dedicated and VPS servers. The money back guarantee is valid for your first package only and can't be used for any other packages. A client can use this only once. Down payment for Website design of less than is non-refundable. 50% of the down payment for Website design of above is guaranteed
7. COMPLIANCE WITH LAW
Our services can be only used for lawful purposes.
8. PROHIBITED CONTENT AND PROHIBITED ACTIONS
Customers cannot host the following content on our servers:
a. Anything related to Internet Relay Chat(IRC)
b. Anything related to torrents
c. Warez, hacking tools, exploits
d. Porn web sites
e. Anything related to proxies
You may not offer any free services like free e-mail, free hosting, free image hosting and similar free services. You may not use the space we provide as a backup for accounts hosted elsewhere. The space you get can be strictly used only for your web site needs. Customers may not start background processes on the server or anything which needs to bind to ports on the server. Customers may not send SPAM messages from our servers. Spammers will be suspended immediately and never unsuspended.
9. BACKUP AND RESTORE
We do daily backups of your accounts. We will restore such a backup on request for free but we do not take any responsibility if the restore causes you problems. You agree to use our backups on your own risk and you are responsible for having a backup of your account at any time.
10. BANDWIDTH
If your account uses more than the allocated bandwidth to it, it will not be suspended but you will need to pay for the extra bandwidth at the end of the month. Unpaid used bandwidth will result in suspension of your account.
11. TRANSFERS
We do free transfers of accounts you want moved to our servers from providers which use cPanel. We do not guarantee the quality of such transfers and you must verify if your account was moved correctly before you change the name servers. If something is wrong with the account after the move and it wasn’t moved correctly it is your responsibility to fix it. In 99% of the transfers there are no problems but we do not guarantee that. We do transfers just because of courtesy to our clients.
12. COMMUNICATION WITH OUR STAFF
Customers may communicate with our staff in polite manner. If you are rude with us, we will give you 72 hours to find another hosting provider. After 72 hours pass, we will permanently suspend your account and you will receive a refund for the unused portion of the service.
13. PERSONAL INFORMATION
We will not give your personal information such as name, address, e-mail address to third parties except if the law requires it and we have an official and lawful request for that. Any information submitted by the buyer will be used solely for the purpose of completing the transaction, delivering the product and addressing any customer service issues.
14. LIMITS
Any account on the server cannot use more than the following CPU or memory resources. If you use too much system resources, you will be notified to take the necessary actions. If the usage is too high to keep the server unstable, we will suspend the overloading account so that it doesnt affect the other clients on the server.
- WEB HOSTING
- RESELLER HOSTING PACKAGES
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POWER RESELLER PACKAGES
Customers may not send more than 400 e-mail messages per hour. Any account on the server cannot use more than 4% CPU or memory resources.
Customers may not send more than 200 e-mail messages per hour. Any account on the server cannot use more than 2% CPU or memory resources.
Customers may not send more than 200 e-mail messages per hour. Any account on the server cannot use more than 2% CPU or memory resources.
15. UPTIME GUARANTEE
If your server had downtime, we will issue a refund as noted below.
a. 99.9% - 0% credit
b. 99.8% - 10% credit
c. 99.7% - 20% credit
d. 99.6% - 30% credit
e. 99.5% - 40% credit
f. 99.4% - 50% credit
g. 99.3% - 60% credit.
h. 99.2% - 70% credit
i. 99.1% - 80% credit
j. 99.0% - 90% credit
k. Less than 99% - 100% credit
Please note that scheduled downtime is not counted as real downtime and you will not get a refund for it. In order to get a refund, you will need to open a ticket with our billing department and claim the downtime by including logs and other details you feel relevant. The credit will be applied to your account within 14 days after your claim is approved.
16. CHANGES TO THE TERMS
We may change the terms of service at any time without notification. The customer needs to check this document regularly for changes.
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