Universal Terms of Service Agreement

1. Overview & Scope

Welcome to the SakuraHost Universal Terms of Service Agreement (the “Agreement”), a comprehensive legal framework governing your access to, use of, and relationship with SakuraHost Network & IT Solutions (“SakuraHost”, “we”, “us”, or “our”). This Agreement applies whenever you access our websites, use our online control panels, order or manage domain name registrations, host websites or email, deploy virtual private servers, purchase dedicated hardware solutions, subscribe to security or backup add‑ons, or engage any other product or service (collectively, the “Services”). By registering, ordering, logging in, or otherwise using any portion of the Services, you (“Customer”, “you”, or “your”) accept and agree to be bound by all terms and conditions set forth herein, as well as any documents or policies referenced or incorporated by reference.

This Agreement constitutes a binding contract between you and SakuraHost. It outlines each party’s rights, obligations, and recourse, and serves as the exclusive statement of the agreement regarding the Services, superseding any prior communications. If you are entering into this Agreement on behalf of a company or organization, you represent and warrant that you have the legal authority to bind that entity; in such case, “you” and “your” refer to that entity.

Our objective is to deliver reliable, scalable, and compliant IT infrastructure solutions—tailored to Tanzanian regulations under the Tanzania Communications Regulatory Authority (“TCRA”)—while ensuring data integrity, availability, and confidentiality. We manage domain lifecycles—from registration and WHOIS data accuracy, through renewal, grace, redemption, expiration, and transfer—alongside hosting, email, security, backup, and professional services.

This Overview section sets the stage for detailed provisions. Section 2 addresses modifications; Section 3 covers eligibility and account creation; Section 4 defines acceptable use; Sections 5 and 6 detail domain and hosting services; Sections 7 and 8 describe billing, renewals, cancellations, and refunds; Section 9 outlines service levels and support procedures; Section 10 addresses data protection; Section 11 covers security and disaster recovery; Section 12 discusses intellectual property; Section 13 limits liability and describes indemnification; and Section 14 governs legal jurisdiction, dispute resolution, and contact information.

2. Modifications & Updates

SakuraHost may modify, amend, or update this Agreement at any time. Such changes become effective upon posting on our website and updating the “Last Revised” date. You are responsible for reviewing this Agreement periodically. Continued use of any Services after changes constitutes acceptance of the new terms.

Major modifications—such as fee changes, new services, or altered renewal obligations—will be preceded by at least 30 days’ notice via email or dashboard alert. Minor clarifications necessitated by regulatory or technical updates may take effect immediately upon posting. If you do not agree with material changes, you may terminate affected Services within 30 days by contacting support; after 30 days, you waive the right to terminate under this section.

Referenced policies (Privacy Policy, Acceptable Use Policy, Domain Registration Agreement) may be updated independently and are incorporated by reference. They will carry their own “Last Revised” dates. While supplemental documents clarify implementation, only the published Agreement is legally binding.

3. Eligibility, Authority & Account Creation

Use of the Services requires legal capacity to form binding contracts under Tanzanian law or equivalent. You must be at least 18 years old (or the legal age in your jurisdiction) and not barred from contracting by law. If acting for an organization, you confirm authority to bind that entity. SakuraHost may verify eligibility and suspend accounts that fail this requirement.

Creating an account (“Account”) entails providing accurate, complete, and current information—legal name, email, phone, and any regulatory identifiers. You agree to keep details updated. SakuraHost will use this information for renewal reminders, critical security alerts, billing notices, and legal correspondence.

You select a secure password and are strongly encouraged to enable two-factor authentication (2FA) for enhanced protection. You are responsible for all Account activity. Notify us immediately of unauthorized use. SakuraHost is not liable for losses from compromised credentials.

Multiple accounts by the same user or entity are permitted only for distinct services, divisions, or jurisdictions. Duplicate accounts for circumventing service limits, abusing promotions, or evading security are prohibited, and may be consolidated or terminated.

Upon account setup, access our client portal for self-service controls—domain management, DNS settings, hosting panels, billing, and support. Advanced users may leverage APIs and CLI tools, subject to separate Developer Policy terms and rate limits.

4. General Rules of Conduct & Acceptable Use

You agree to use Services in compliance with Tanzanian law, TCRA regulations, and this Agreement. Prohibited activities include, but are not limited to:

• Transmitting spam, malware, or harmful code.
• Hosting illegal, infringing, defamatory, obscene, or hateful content.
• Violating intellectual property or privacy rights.
• Unauthorized intrusion into networks, systems, or accounts.
• Excessive resource usage impacting other customers.
• Reselling Services without prior written consent.

SakuraHost reserves the right to investigate violations, suspend or terminate Services without notice, and cooperate with law enforcement if required.

5. Domain Registration, Renewal, Expiration & Transfer

5.1 Registration & WHOIS Accuracy: You warrant that all domain registration data is accurate, current, and complete. You agree to update any changes within 14 days. Failure to maintain accurate data may result in suspension or cancellation by SakuraHost or registry authorities.

5.2 Renewal & Grace Period: SakuraHost will send renewal notices at least 60, 30, and 7 days before expiration. Non-renewal results in expiration, after which domains may enter a registry’s grace period. Restoration during grace or redemption incurs additional fees, and SakuraHost bears no liability for registry-imposed charges or data loss.

5.3 Expiration & Auction: Unrenewed domains may be deleted or auctioned by the registry. SakuraHost is not responsible for auction outcomes, and repurchase costs rest with you.

5.4 Transfer Policy: Domains registered under promotional rates (Less than TZS 25,000) are locked for 12 months. Transfers requested before maturity are automatically denied. Domains under dispute, hold, or suspension are ineligible until resolved. For eligible transfers, you must unlock the domain, obtain the EPP/Auth code, and confirm via the administrative contact email. All transfer fees are non-refundable; renewal fees apply if expiration occurs during transfer.

5.5 Late Renewal Processing: For domains that have entered a grace period or are over thirty (30) days past their expiration date, renewal processing times may be extended. While SakuraHost processes renewal requests promptly, certain international top-level domains (TLDs) or registry backlogs can result in delays of up to seven (7) days or longer for the renewal to fully propagate and reactivate. You acknowledge and agree that these extended processing periods are beyond SakuraHost’s direct control and that Domain availability and service restoration timelines depend on the respective registry’s policies and operational responsiveness.

6. Products & Services

6.1 Shared Hosting: Scalable, multi-tenant environments with cPanel or Plesk control panels. Resource limits and fair usage policies apply.

6.2 Virtual Private Servers (VPS): Dedicated CPU, RAM, and storage in virtualized environments. Root-level access subject to security best practices.

6.3 Dedicated Servers: Physical hardware leased to you with full administrative control. Setup and maintenance options available.

6.4 Email & Security Add-Ons: Business email, spam filtering, SSL/TLS certificates, Web Application Firewalls (WAF), DDoS protection, and site backups.

6.5 Professional Services: Managed migrations, custom development, performance optimization, and security assessments, billed hourly or via project fees.

7. Billing, Payment & Automatic Renewal

All fees are due in advance of service commencement. Accepted payment methods include TZS bank transfer, M-Pesa, Tigo Pesa, Airtel Money, credit/debit cards, and PayPal. Late payments incur a TZS 5,000 or 5% monthly fee. Services auto-renew each term unless canceled seven days prior; opt-out via your account settings. Non-payment or manual non-renewal results in service suspension and potential data loss.

8. Cancellation, Suspension & Refund Policy

Requests to cancel future renewals must be made at least 30 days before billing via support@sakurahost.co.tz. Prepaid fees are final; no pro-rata or early termination refunds. SakuraHost may suspend or terminate Services for breaches without refund. Outstanding balances remain due upon termination.

9. Service Level Agreement (SLA) & Support

We guarantee 99.9% monthly uptime for network and power, excluding scheduled maintenance with 48-hour notice. Downtime credits prorated against monthly fees require claims within 14 days. Support is available 24/7 via ticketing, live chat, and phone; response times vary by severity level (Critical: 1 hour; High: 4 hours; Normal: 24 hours).

10. Privacy, Data Protection & Residency

We process personal data in accordance with our Privacy Policy and the Tanzania Data Protection Act No. 13 of 2022. Data may be stored and processed in Tanzanian or regional data centers unless you opt for localized hosting. You are responsible for compliance with privacy laws regarding third-party data. Data backups are retained per your selected plan; SakuraHost is not responsible for data loss beyond your chosen retention policies.

11. Security, Backups & Disaster Recovery

We implement industry-standard security measures: network firewalls, intrusion detection, regular vulnerability scans, and patch management. Backup frequency, retention, and restoration processes vary by plan; Customers should verify their backup schedule. In the event of catastrophic failure, we maintain geographically redundant replicas; RTO and RPO targets are defined in your service agreement.

12. Intellectual Property & User Content

All SakuraHost trademarks, logos, and materials are owned by SakuraHost or its licensors. You retain ownership of your content; by uploading or hosting, you grant us a limited license to store, serve, and backup your content. You represent that your content does not infringe third-party rights. SakuraHost may remove infringing content upon notice.

13. Limitation of Liability & Indemnification

To the fullest extent permitted by law, SakuraHost’s aggregate liability for all claims arising out of this Agreement shall not exceed the fees paid by you for the affected Services in the prior 12 months. We disclaim liability for indirect, incidental, or consequential damages. You agree to indemnify and hold harmless SakuraHost and its affiliates from any claims arising from your use of Services or breach of this Agreement.

14. Governing Law, Dispute Resolution & Contact

This Agreement is governed by Tanzanian law. Disputes will be resolved first through good-faith negotiations; if unresolved within 30 days, either party may pursue remedies in the courts of Tanzania. For support or legal inquiries:

SakuraHost Network & IT Solutions
Email: admin@sakurahost.co.tz
Phone: +255 753 93 0000