DESCRIPTION OF SERVICES

We offer varying Hosting Services and Support plans: Web Hosting: Our Web Hosting plans place your site on one or more servers. Resources are shared between many customers on the same servers; however, your site will be assigned a unique address (DNS). Hosting Backup: Our Hosting Backup and Restore services save all your website files to the cloud once per day. These backup and restore services are available with website hosting plans and may be available for an additional fee with our other hosting service plans.

WEB DEVELOPMENT AND MANAGEMENT

We offer various web development packages, with standard packages available online. For custom work, we will provide individual quotes. All websites developed by Kraft Tech are required to be hosted by Kraft Tech. As a result, full payment for any package is required before work can begin. During the development process, login details for the website will not be provided until the project is fully completed. Once login details are handed over, Kraft Tech will not be responsible for any changes to search engine rankings, page performance, or any other aspects related to the website after completion. If you choose Kraft Tech to manage your website, we will provide the following services: Regular monitoring of website plugins Website speed optimization Assistance with online orders, when required Occasional checks on mobile functionality A maximum of 20 content updates per month (this includes text or information changes only; no design or structural modifications) IMPORTANT: All change requests must be sent via email. This ensures we have a record of each request and our response within your client area. Each email with multiple requests will count as one submission. If you exceed the agreed limit of 20 updates per month, the additional changes will be calculated in hours, and the corresponding cost will be added to the following month’s service fee.

ACCOUNT PAYMENTS, CANCELLATION, AND TERMINATION

Payment Terms Invoices are due for payment by the 10th of each month. If payment is not received by the due date, your account will be suspended. If your account is suspended and you wish to cancel the services, we will not release any files or domains associated with your account until all outstanding invoices have been settled. If cancellation is not requested, invoices will continue to be generated for subsequent months until cancellation is formally requested. Cancellation Process To cancel any services provided by Kraft Tech, you must submit a 30-day notice via the email address registered to your account. You acknowledge and agree that Kraft Tech reserves the right to cancel any services at its discretion, and you will be required to remove all content from the server during the cancellation period. Server Migration As part of our normal business operations, Kraft Tech may occasionally need to migrate its servers to improve performance or upgrade infrastructure. This migration could result in a change of IP addresses, even if you have been assigned a dedicated IP. While we make every effort to minimize disruption, we cannot guarantee that your original IP address will remain the same after the migration. Termination of Hosting Services Upon expiration or termination of your hosting services, you must immediately cease using the hosting services and relinquish control of any IP addresses or server names assigned to you, including updating your domain’s DNS settings to direct traffic away from our servers. Before service termination, it is your responsibility to transfer your website and server content off our servers. Kraft Tech will not assist in transferring or FTPing your content to another provider. If you do not remove your content within the cancellation or grace period (5 days), all content will be permanently deleted, and we will not be able to recover it. Cancellation of Free Products Any free products or services included with your hosting package will be cancelled upon the termination of your hosting services. Licensed Images and Migration Rights Images licensed for use with Kraft Tech hosting services are intended solely for use on our platform. If you choose to migrate or export your hosted content, you are responsible for ensuring you have the rights to continue using any licensed images. Kraft Tech does not assume liability for any issues arising from the use of these images after migration or termination. Storage Capacity The available storage for your hosting services may be less than the advertised capacity due to the allocation of space for system files, operating systems, and other supporting files. Account Information Any requests for account-related information, such as usernames, passwords, cPanel logins, or website credentials, must be submitted from the email address registered with your account.

YOUR OBLIGATIONS; REPRESENTATIONS AND WARRANTIES

Justification

You acknowledge and agree that we reserve the right to request justification regarding your use of the Hosting Services, including but not limited to the purchase of IP addresses. You agree to provide any and all information reasonably required by us for such justification. Your name and justification details may be shared with relevant registries, including (but not limited to) the American Registry of Internet Numbers, in accordance with their policies. Such information may also be displayed publicly on the Whois database.

Abusive Activities and Network Protection

You acknowledge and agree that you may not use our servers or your website as a source, intermediary, reply-to address, or destination address for malicious activities, including but not limited to:

• Mail bombs
• Internet packet flooding
• Packet corruption
• Denial of service attacks
• Any other activities that compromise the stability of our network or disrupt internet services

Server hacking or any other security breaches are strictly prohibited. We reserve the right to remove websites containing hacking-related information or links. Additionally, your website may not be used as an anonymous gateway. We do not permit software or scripts running on our servers that excessively load the system, as determined at our discretion.

If your account violates this agreement or poses a threat to our network stability, we reserve the right to temporarily or permanently remove your website from our servers. In such cases, all associated websites under your account may also be affected. Furthermore, we may conduct routine scans for malicious content (e.g., malware) and, if detected, may remove such content for security reasons.

You further agree not to:

• Attempt to mislead any person about the identity, source, or origin of any communication.
• Interfere with, disrupt, or attempt to gain unauthorised access to any computer system, server, network, or account.
• Use your server as an “open relay” or for any similar purposes.

DNS and Security Restrictions

Public recursive DNS services on our servers are strictly prohibited. All recursive DNS servers must be secured to restrict access to internal networks or a limited set of IP addresses. We actively monitor for public DNS services and reserve the right to remove any server violating this restriction.

Storage and Data Security

You are solely responsible for taking appropriate measures to:

• Prevent the loss or damage of your website or server content.
• Maintain independent archival and backup copies of your content.
• Ensure the security, confidentiality, and integrity of all content transmitted or stored on our servers.

Our servers are not designed to serve as an archive, and we bear no responsibility for the loss or destruction of your content. The Hosting Services do not provide a PCI (Payment Card Industry) or HIPAA (Health Insurance Portability and Accountability Act) compliant environment and should not be used for such purposes.

You are strictly prohibited from using the Hosting Services as:

• A storage repository for archived files.
• A platform for hosting downloadable content through other websites.

In the event of a security compromise affecting your server or account, we reserve the right to perform a forensic examination.

Website and Server Content

You are solely responsible for the management, maintenance, and update of your website or server, including (but not limited to) files, data, images, videos, email messages, meta tags, domain names, and text. You acknowledge that technical support may require our staff to modify, alter, or remove content from your hosted product.

In cases where access to third-party hosting services is necessary, you warrant that you have the right to grant us such access for the purpose of fulfilling the Service Agreement. You remain solely responsible for the legal and contractual obligations related to your third-party hosting account.

If you request the installation of any third-party software not included as part of the Hosting Services, you warrant that:

• You have the legal right to use and install the software.
• You have paid any applicable licensing fees.
• The software does not infringe on the intellectual property rights of any third party.

SERVICE AVAILABILITY GUARANTEE

We guarantee a Service Availability of 99.9% per month. If we fail to meet this guarantee in any given month (as solely determined by us), you may contact us to request a credit of 5% of your monthly hosting fee for that period. This credit can only be used for the purchase of future products and services from us and does not include any applicable taxes.

The Service Availability Guarantee does not apply to interruptions caused by:

• Periodic scheduled maintenance or repairs that we may perform from time to time.
• Issues resulting from your own custom scripting, coding, or the installation of third-party applications.
• Outages that do not impact your website’s appearance but affect services like FTP and email.
• Factors beyond our control or not reasonably foreseeable.
• Downtime related to the reliability of specific programming environments.

Returns and Refund Policy for Website Design

At Kraft Tech, we are committed to providing high-quality website design services and ensuring client satisfaction. However, we understand that circumstances may arise where a client needs to cancel their purchase. To ensure a fair process, please carefully review our returns and refund policy outlined below.

Deposit and Payment Terms

When a client purchases a website design package, either full payment or an 80% deposit is required to secure project time and resources. This deposit is non-refundable, as it covers the cost of reserving project resources and scheduling the work.

Cancellation and Refunds

• Cancellation Within Three Days:
  If the client cancels their purchase within three days of making the deposit or full payment, they will be eligible for an 80% refund of the total amount paid.
• Cancellation After Three Days:
  If the cancellation occurs after the three-day period, the deposit or full amount will be strictly non-refundable.

Work Completed Before Cancellation

If any work has already been completed on the project prior to cancellation, the client will be charged for the work done up to that point. The cost of completed work will be deducted from the refundable amount, and the remaining balance will be refunded to the client.

Customer Support

We strive to deliver outstanding customer service and support. Should you have any questions or concerns regarding our returns and refund policy, please feel free to contact us at info@krafttech.co.za.