THE WEB BUG
SERVICE LEVEL AGREEMENT (SLA)
This Service Level Agreement (“Agreement”) is entered into between The Web Bug (“Service Provider”) and the Client (“Client”) for the provision of website hosting, domain registration, email hosting, website design, website maintenance, and related internet services.
1. OWNERSHIP
1.1 The Client remains the beneficial owner of any domain name registered on their behalf.
1.2 For administrative and technical purposes, domain registration records may reflect the Service Provider’s information.
1.3 The Client remains fully responsible for all content published on the website, including text, images, videos, documents, pricing, contact details, and any other material supplied to the Service Provider.
1.4 The Service Provider reserves the right to refuse the transfer of a domain name while any amount remains overdue or unpaid.
1.5 The website framework, software, templates, coding structures, server configurations, systems, scripts, and proprietary technologies supplied by the Service Provider remain the property of the Service Provider and are not transferable unless otherwise agreed in writing.
1.6 The Client retains ownership of all content, logos, artwork, photographs, and materials supplied by the Client.
2. TERMS OF SERVICE
2.1 Services are supplied on a month-to-month basis unless otherwise agreed in writing.
2.2 “No Pay, No Service” applies. Services may be suspended if payment is not received by the due date.
2.3 Prices are not fixed and may be amended from time to time.
2.4 The Service Provider reserves the right to upgrade the Client’s package where package limits have been exceeded.
2.5 All domain registration fees, setup fees, consultation fees, administration fees, and third-party costs are non-refundable once incurred.
2.6 All hosting fees are payable in advance.
2.7 The activation of a hosting account, email service, website hosting service, server resources, or related services constitutes commencement of the service and the applicable charges become immediately due and payable.
2.8 Once hosting services have commenced, the Client remains liable for the applicable hosting fees regardless of whether the service is subsequently used.
2.9 Cancellation of services does not relieve the Client from payment of any fees, charges, or expenses already incurred.
2.10 The Service Provider reserves the right to suspend or terminate services where payment is not received by the due date.
3. REFUND POLICY
3.1 Due to the nature of domain registration, hosting services, technical setup, consultation, and administration, certain costs are non-refundable.
3.2 Should the Client request a refund, all costs incurred by the Service Provider shall be deducted from any refund amount, including:
• Domain registration and renewal fees
• Hosting setup and configuration fees
• Server deployment and configuration
• Email setup and configuration
• SSL certificate registration and installation
• Website migration and setup
• Website design and development work completed
• Consultation and planning time
• Administration and support services
• Third-party products and services purchased on behalf of the Client
3.3 No refunds shall be granted for:
• Registered or renewed domain names
• Hosting services already rendered
• Completed website design or development work
• Website updates already performed
• Third-party services or products purchased
• Accounts suspended or terminated due to non-payment or breach of this Agreement
3.4 Where the costs incurred equal or exceed the amount paid by the Client, no refund shall be payable.
3A. NON-REFUNDABLE FEES AND OUTSTANDING AMOUNTS
3A.1 Domain registration fees are non-refundable.
3A.2 Hosting setup fees are non-refundable.
3A.3 Consultation, administration, support, planning, and communication time are billable.
3A.4 Third-party costs remain payable even if services are cancelled.
3A.5 Hosting services are billed and payable in advance.
3A.6 Once hosting services have commenced, the applicable hosting fees shall be deemed earned and payable.
3A.7 Hosting fees for the current billing period are non-refundable once the service has commenced.
3A.8 Failure to use a hosting service after activation does not entitle the Client to a refund, credit, or waiver of fees due.
3A.9 The Client remains liable for all charges incurred up to the date of cancellation or termination.
3A.10 Domains will only be transferred once all outstanding amounts owing to the Service Provider have been paid in full.
3A.11 No domain name, website files, databases, email data, backups, or services will be transferred, released, migrated, or made available while any amount remains overdue or unpaid.
4. EMAIL HOSTING
4.1 Email backups may be retained for a maximum period of seven (7) days where available.
4.2 Email services are supplied entirely at the Client’s own risk.
4.3 The Service Provider accepts no responsibility for any loss, interception, corruption, phishing attack, malware infection, hacking incident, spam, or delivery failure.
4.4 The Client is responsible for maintaining independent backups of important emails and attachments.
4.5 The Service Provider reserves the right to remove harmful or malicious emails where necessary to protect systems and users.
4.6 The Service Provider prefers all communication and support requests to be submitted via email.
5. WEBSITE DESIGN, MAINTENANCE AND UPDATES
5.1 All website updates, amendments, support requests, and design changes must be submitted via email.
5.2 The Client is responsible for reviewing and approving all website content.
5.3 The Client shall regularly inspect their website and promptly notify the Service Provider of any required changes, errors, or omissions.
5.4 The Service Provider will make reasonable efforts to complete requested updates within a reasonable timeframe.
5.5 The Client is responsible for regularly visiting and reviewing their website to ensure that all information, products, services, pricing, contact details, and content remain accurate and up to date.
5.6 The Client shall promptly provide updated information whenever changes occur within their business.
5.7 The Service Provider shall not be responsible for outdated, inaccurate, incomplete, or obsolete information where the Client has failed to provide updated content or instructions.
5.8 Maintaining accurate and current website content is the responsibility of the Client.
5.9 The Service Provider shall not be liable for any loss resulting from inaccurate, outdated, or unmaintained website content.
6. MARKETING AND PROMOTION
6.1 The Service Provider provides website hosting, domain registration, website design, maintenance, and related technical services only.
6.2 Unless specifically agreed to in writing as a separate service, the Service Provider does not advertise, market, promote, manage, or generate traffic to the Client’s website.
6.3 The Service Provider does not guarantee website visitors, enquiries, leads, sales, search engine rankings, social media exposure, business growth, or marketing results.
6.4 The Client is solely responsible for promoting, advertising, marketing, and generating traffic to their website.
6.5 The existence of a website does not automatically result in website traffic, enquiries, customers, sales, or business opportunities.
6.6 The Service Provider shall not be held responsible for poor website traffic, lack of enquiries, lack of sales, low search engine rankings, or the commercial performance of the Client’s website or business.
7. WEBSITE AVAILABILITY
7.1 The Service Provider will use reasonable efforts to maintain website and email availability.
7.2 The Service Provider does not guarantee uninterrupted or error-free service.
7.3 The Service Provider shall not be liable for downtime caused by:
• Internet service provider failures
• Data centre outages
• Hardware failures
• Software failures
• Cyber attacks
• Scheduled maintenance
• Power interruptions
• Third-party service failures
• Circumstances beyond reasonable control
8. THIRD-PARTY SERVICES AND RESELLER STATUS
8.1 The Client acknowledges that the Service Provider acts as a reseller and intermediary for certain services.
8.2 Services may be supplied through third-party providers including hosting companies, registrars, software vendors, cloud providers, email providers, SSL providers, and data centres.
8.3 The terms, conditions, policies, service limitations, and acceptable use policies of such third-party providers shall apply in addition to this Agreement.
8.4 The Service Provider shall not be liable for interruptions, suspensions, delays, data loss, pricing changes, policy changes, or service failures caused by third-party providers.
8.5 The Service Provider reserves the right to change suppliers, hosting platforms, registrars, software vendors, or infrastructure providers where necessary.
9. BACKUPS
9.1 The Service Provider may perform periodic backups but does not guarantee the availability, accuracy, or restoration of backups.
9.2 The Client remains solely responsible for maintaining independent backups of all website files, databases, content, and emails.
9.3 Backups may be permanently deleted following account termination.
10. TERMINATION
10.1 Either party may terminate this Agreement by providing thirty (30) days written notice.
10.2 Domain transfer, migration, or administration fees may apply when transferring services to another provider.
10.3 Accounts suspended for non-payment may remain suspended for a maximum period of three (3) months.
10.4 Accounts remaining unpaid after three (3) months may be permanently terminated and deleted without further notice.
10.5 Upon termination, the Service Provider is under no obligation to retain website files, databases, emails, backups, or any other data.
10.6 No backups shall be retained after permanent account termination.
11. DISCLAIMER AND LIMITATION OF LIABILITY
11.1 The Service Provider shall not be liable for any direct, indirect, incidental, consequential, or financial loss arising from:
• Website downtime
• Email interruptions
• Data loss
• Security breaches
• Website content
• Search engine rankings
• Loss of profits
• Loss of sales
• Loss of business opportunities
• Third-party service failures
11.2 The Service Provider does not guarantee search engine rankings, website traffic, leads, business growth, or sales.
11.3 Hosting, maintaining, updating, or designing a website does not make the Service Provider responsible for the success, profitability, or performance of the Client’s business.
11.4 The Client acknowledges that many services are supplied through third-party providers and that the Service Provider cannot guarantee the performance, availability, pricing, policies, or continued operation of such services.
12. PRIVACY
12.1 The Service Provider will take reasonable steps to protect Client information.
12.2 Client information will not be disclosed to third parties except where required by law or where necessary to provide services.
13. ACCEPTANCE
I, __________________________________________________________ confirm that I have read, understood, and agree to this Service Level Agreement and any applicable terms, policies, and conditions published by The Web Bug and its third-party service providers.
Signed at _______________________________________
On this ______ day of __________________ 20____
CLIENT
Full Name: _____________________________________
Signature: _____________________________________
THE WEB BUG REPRESENTATIVE
Full Name: _____________________________________
Signature: _____________________________________
END OF DOCUMENT
Please print, initial each page, sign where indicated, and return together with a copy of your ID document and any required supporting documents.