Terms of Use

Service agreement governing your use of our hosting services

Last updated: August 6, 2025

Introduction

This document is the master service agreement that governs your use of Arlow Technologies' web hosting services. By ordering and using our services, you agree to these legally binding terms.

Important: Please read these terms carefully before using our services. By accessing or using our services, you acknowledge that you have read, understood, and agree to be bound by these terms.

Acceptance of Terms

By accessing our website, creating an account, or using our services, you agree to comply with and be bound by these Terms of Use. If you do not agree with these terms, you must not use our services.

Client Obligations

You are responsible for all activity on your account and agree to the following obligations:

Account Security

  • Provide accurate and complete information
  • Keep your passwords confidential and secure
  • Notify us immediately of any unauthorized access
  • Maintain up-to-date contact information

Data Management

  • Maintain independent backups of your data
  • Ensure you have rights to content you upload
  • Comply with applicable laws and regulations
  • Report any technical issues promptly

Prohibited Activities

You must adhere strictly to our Acceptable Use Policy and are forbidden from:

  • Sending spam or unsolicited commercial communications
  • Phishing, fraudulent activities, or identity theft
  • Storing or distributing illegal, copyrighted, or harmful content
  • Attempting to gain unauthorized access to our systems
  • Using our services to harm our network, reputation, or other users
  • Violating any applicable laws or regulations

Billing, Renewals & Cancellation

📅 Billing Cycle

Services are billed on a month-to-month or annual basis depending on your chosen plan.

🔄 Auto-Renewal

Services automatically renew unless you provide one calendar month written notice of cancellation.

⚠️ Payment Failure

Failure to pay invoices on time will result in service suspension and ultimately termination.

Payment Terms

  • All fees are due in advance and non-refundable unless otherwise stated
  • Late payments may incur additional charges as specified in your service agreement
  • We reserve the right to suspend services for accounts with overdue payments
  • Currency: All prices are in South African Rand (ZAR) unless otherwise specified

Refunds & 7-Day Cooling-Off Period (ECTA)

Electronic Communications and Transactions Act (ECTA) Notice

In line with the Electronic Communications and Transactions Act, by agreeing to these terms and making payment, you consent to the service commencing immediately. In doing so, you acknowledge that you waive your right to the standard 7-day cooling-off period and the associated right to an unconditional refund.

This waiver is necessary to provide you with immediate access to our hosting services upon payment confirmation.

Refund Policy

  • Setup fees and domain registration fees are non-refundable
  • Refunds may be considered on a case-by-case basis for unused services
  • Refund requests must be submitted in writing within 30 days of the relevant charge
  • We reserve the right to deduct reasonable costs for services already provided

Limitation of Liability

⚠️ IMPORTANT - Please Read Carefully

Our service is provided "as is". We do not guarantee 100% uptime. To the maximum extent permitted by law, our total financial liability for any claim, damage, or loss is strictly limited to the total amount of fees you have paid us in the three (3) months preceding the event.

What We Are Not Liable For:

Indirect Damages

  • Lost profits or revenue
  • Loss of business opportunities
  • Damage to reputation
  • Loss of goodwill

Consequential Issues

  • Data loss or corruption
  • Business interruption
  • Third-party claims
  • Regulatory fines or penalties

This limitation applies even if we were advised of the possibility of such damages.

Indemnification

You agree to indemnify and hold us harmless from any and all claims, damages, legal fees, and liabilities that arise from:

  • Your use of our services
  • Your violation of this agreement
  • Content you upload or distribute through our services
  • Your violation of any applicable laws or regulations
  • Any claims made by third parties related to your use of our services

This means: If we are sued because of your actions, you will cover our legal costs and any damages awarded.

Service Availability & Performance

🎯 Our Commitment

  • We strive for maximum uptime and performance
  • Regular maintenance and updates
  • 24/7 monitoring of critical systems
  • Prompt response to technical issues

📋 Your Understanding

  • Some downtime may occur for maintenance
  • Performance can be affected by external factors
  • Internet connectivity issues beyond our control
  • Force majeure events may impact services

Suspension & Termination

Immediate Suspension/Termination

We reserve the right to suspend or terminate your account immediately and without notice if you:

  • Breach our Acceptable Use Policy
  • Fail to make payment when due
  • Violate these Terms of Use
  • Engage in illegal activities
  • Compromise the security or integrity of our systems
  • Cause harm to other users or our business

Voluntary Termination

You may terminate your account at any time by providing written notice. Upon termination:

  • You remain responsible for all charges incurred up to the termination date
  • You should download and backup all data before termination
  • We will delete your data according to our retention policy
  • Some services may have minimum contract periods

Intellectual Property

Our Rights

  • We own our website, software, and trademarks
  • Our technology and systems are proprietary
  • You may not copy or reverse-engineer our services
  • Our brand and logos are protected

Your Rights

  • You retain ownership of your content and data
  • You grant us rights to host and serve your content
  • You must have proper rights to content you upload
  • You're responsible for any copyright violations

Governing Law & Dispute Resolution

Jurisdiction

These Terms are governed by the laws of South Africa. Any disputes will be subject to the exclusive jurisdiction of the South African courts.

Dispute Resolution Process

  1. Direct Communication: Contact us first to resolve issues informally
  2. Mediation: If needed, we prefer mediation before legal action
  3. Legal Action: Court proceedings as a last resort

Changes to These Terms

We may update these terms from time to time to reflect changes in our services, legal requirements, or business practices. We will notify you of material changes by:

  • Posting the updated terms on our website
  • Sending email notifications for significant changes
  • Updating the "Last updated" date at the top of this document

Your continued use of our services after changes take effect constitutes acceptance of the new terms.

Contact Information

If you have questions about these Terms of Use, please contact us:

General Support

Email: [email protected]

Phone: +27 78 338 4474

Business Hours: Monday - Friday, 9:00 AM - 5:00 PM SAST

Legal Inquiries

Email: [email protected]

Response Time: Within 5 business days

For urgent legal matters, please call our main number

Severability

If any provision of these Terms is found to be unenforceable or invalid, that provision will be limited or eliminated to the minimum extent necessary so that the remaining terms will remain in full force and effect and enforceable.