Terms of Service

Last Updated: December 21, 2025

These Terms of Service (“Terms”, “Agreement”) govern the use of all services provided by Hostoy (“Hostoy”, “we”, “us”, or “our”). By accessing, purchasing, or using our website or services, you (“Customer”, “User”, “you”) agree to be bound by these Terms, along with our Privacy Policy, Acceptable Use Policy (AUP), Refund Policy, and Service Level Agreement (SLA).

If you do not agree to these Terms, you must not use our services.

1. Services Provided

Hostoy provides web hosting, VPS, dedicated servers, domain registration, email services, and related internet services. Service features, pricing, and limitations are described on our website and may change at any time.

2. Eligibility & Account Registration

• You must be at least 18 years old to use our services
• You agree to provide accurate and complete registration information
• You are responsible for all activity under your account
• Sharing account credentials is prohibited

Hostoy reserves the right to suspend or terminate accounts with false or misleading information.

3. Customer Responsibilities

You are solely responsible for:

• All content hosted or transmitted through your account
• Maintaining website and application security
• Using licensed, legitimate themes, plugins, and software
• Keeping software updated
• Using strong usernames and passwords

Use of nulled, cracked, or pirated themes/plugins is strictly prohibited.

Hostoy does not provide support for compromised sites using such software and is not responsible for resulting damages.

4. Acceptable Use

You agree to comply with our Acceptable Use Policy (AUP). Prohibited activities include, but are not limited to:

• Illegal activities
• Spam, phishing, or email abuse
• Malware, hacking, or DDoS attacks
• Copyright infringement
• Resource abuse

Violations may result in immediate suspension or termination without notice.

5. Billing, Payments & Renewals

• All services are billed in advance
• Services may auto-renew unless canceled
• You are responsible for keeping payment details up to date
• Failure to pay may result in suspension or termination

Prices do not include taxes unless stated otherwise.

6. Refunds & Cancellations

Refunds are governed strictly by our Refund Policy.

• Not all services are refundable
• Abuse-related suspensions are not eligible for refunds
• Domains, licenses, setup fees, and security services are non-refundable

Cancellation stops future billing but does not guarantee a refund.

7. Malware, Security & Monitoring

Hostoy takes website and server security seriously and implements multiple security layers to help protect our infrastructure and customers. However, website security is a shared responsibility, and no security system can guarantee complete protection.

7.1 Malware Scanning & Detection

Hostoy uses automated security tools, including Imunify360 and other malware detection systems, to help identify malicious activity and infected files.

• Malware scanning is provided as a preventive and protective measure, not a guarantee
• New or advanced malware may not be immediately detected
• Some security risks, such as weak passwords, may not always be detected by automated scanners

Because of these limitations, malware infections may still occur despite security tools being in place.

7.2 Server Isolation & Infrastructure Protection

To protect customers from one another:

• Hostoy uses CloudLinux with CageFS to isolate each cPanel account
• This isolation helps prevent malware or compromised accounts from affecting neighboring accounts

While isolation greatly reduces risk, it does not eliminate the need for proper website security practices.

7.3 Customer Responsibility for Website Security

Customers are solely responsible for the security of their websites, including:

• Keeping CMS platforms, themes, and plugins updated
• Avoiding nulled, cracked, or pirated themes and plugins
• Using strong usernames and passwords
• Securing applications against known vulnerabilities

If malware is found to be caused by outdated software, cracked/nulled themes, weak passwords, or poor security practices, Hostoy will not provide free malware cleanup.

7.4 Malware Handling & Service Suspension

If malware or suspicious activity is detected, Hostoy may:

• Notify the customer
• Temporarily suspend affected services
• Isolate infected accounts
• Require malware removal before restoring services

These actions may be taken with or without prior notice to protect the server and other customers.

7.5 Courtesy Malware Cleanup (Limited)

In some cases, Hostoy may offer one-time courtesy malware cleanup for 1–2 websites, at our discretion.

Please note: Courtesy cleanup is not guaranteed and is provided as a goodwill gesture only. There is no guarantee that malware will not return.

7.6 Paid Malware Removal Service

For customers who require professional assistance, Hostoy offers a paid malware removal service:

• Price: USD $20 per website
• Time: 12–48 hours
• Scope: Removal of known malware and backdoors
• Guarantee: 15 days from completion (for reappearance of same malware)

7.7 No Guarantee of Permanent Protection

Hostoy does not guarantee that malware will not return. Customers are strongly encouraged to implement detailed security measures.

7.8 Final Disclaimer

Hostoy provides security tools to assist customers, but ultimate responsibility for website security remains with the customer. Hostoy shall not be held liable for damages, data loss, downtime, or reinfections.

8. Backups & Data Responsibility

Hostoy offers backup services as a convenience. While we take reasonable steps, backups are not guaranteed and remain the customer’s responsibility.

8.1 Backup Service Overview

• Daily automated backups with up to 30 days of retention (free of charge)
• Stored on offsite backup storage via JetBackup
• Service provided on a best-effort basis

8.2 Customer Responsibility

You are solely responsible for:

• Maintaining your own independent backups
• Ensuring critical data is stored securely outside our systems
• Verifying the integrity of your backups

8.3 Limitations & Exclusions

Backups may not be available due to technical issues. The following data may not be included:

• PDF, Video, Audio files (MP3, MP4, etc.)
• APK, iOS, EXE, or other executable files
• Large archive or storage-only files (.zip, .tar.gz, .wpress, etc.)

8.4 Account Status & Backup Access

• Suspended Accounts: No backups provided or restored.
• Terminated Accounts: All data, including backups, may be permanently deleted.
• AUP Violations: Backups not provided for violations.

8.5 Restore Limitations

• Max 2 restores per day
• Excessive requests may be limited

9. Uptime & SLA

Service availability is governed by our Service Level Agreement (SLA).

• SLA provides service credits only
• SLA credits are the sole remedy for downtime
• No cash refunds for outages

10. Support Policy

10.1 Support Availability

Hostoy provides support 24 hours on working days. Limited support on weekends/holidays.

Note: "24-hour support" means team availability, not immediate response. Requests processed by priority.

10.2 Support Channels

• Support Ticket System (Client Area – Recommended)
• Live Chat
• WhatsApp (Limited)

10.3 Response Times (Estimated)

• Minimum: ~10 minutes
• Maximum: Up to 6 hours
• Urgent issues (downtime, security) are prioritized.

10.4 Support Levels

10.5 Scope of Support

Covered: Hosting environment, cPanel, DNS, Email setup, Basic WP troubleshooting, SSL, Migration (one-time).

Not Covered: Custom coding/debugging, Third-party themes/plugins, SEO/Speed optimization, Nulled software issues.

10.6 Fair Use

Hostoy reserves the right to limit support for abusive behavior, excessive requests, or out-of-scope issues.

11. Third-Party Services

Some services rely on third-party providers (e.g., payment processors, domain registries). Hostoy is not responsible for their outages or terms.

12. Suspension & Termination

Hostoy may suspend/terminate services for violations, illegal activity, overdue payments, or security threats. Termination may occur with or without notice.

13. Billing, Payments & Renewals (Detailed)

13.1 Billing Cycle & Due Dates

Services are billed in advance. Invoices must be paid by the due date.

13.2 Late Payments

A 20% late fee applies after the due date. Continued non-payment leads to interruption.

13.3 Suspension & Termination for Non-Payment

• Suspension: 3 days after due date.
• Termination: 15 days after due date. Data is permanently deleted.

13.4 Backup Policy for Expired Accounts

• Restoration Fee: USD $20 (if backup exists)
• Download Fee: USD $20 (full cPanel backup)
• Time Limit: Backups not available after 90 days from termination. No liability for data loss.

14. Payment Methods

We accept:

Customers refer transaction fees. Services activated after payment confirmation.

15. Chargebacks & Disputes

Initiating a chargeback without contacting support first may result in immediate suspension and termination. Dispute fees are the customer's responsibility.

16. Limitation of Liability

To the maximum extent permitted by law, Hostoy is not liable for indirect or consequential damages (data loss, profits, etc.). Liability is limited to the amount paid in the last 30 days.

17. Disclaimer of Warranties

Services are provided “as is” without warranties of any kind.

18. Indemnification

You agree to indemnify Hostoy from claims arising from your use of services or violation of these Terms.

19. Force Majeure

Hostoy is not liable for failures beyond reasonable control (natural disasters, cyber attacks, etc.).

20. Changes to Terms

Hostoy reserves the right to modify these Terms. Continued use constitutes acceptance.

21. Governing Law

Terms are governed by the laws of Hostoy's operating jurisdiction.

22. Contact Information