Service Agreement

1. Scope of services

Hostolute will provide the products selected at checkout or in a written order, which may include:

• Website package customization, configuration, and deployment
• Web hosting and related control-panel access
• Domain registration, DNS, and renewal processing
• SSL certificates and business email
• Optional website maintenance and migration assistance

Features are those described on the product page and order confirmation at the time of purchase. Marketing copy, mock-ups, and examples are illustrative unless expressly included in the order.

2. Term and renewal

Each service begins on the provisioning or confirmation date and continues for the billing term purchased (typically 12 months unless stated otherwise). Subscription services renew automatically for successive terms at the then-current renewal price unless cancelled before the renewal date in accordance with the Terms and Refund Policy.

First-year promotional pricing does not automatically apply to renewals. Renewal amounts for hosting and domains are indicated at checkout where available.

3. Customer responsibilities

You agree to:

• Provide accurate account, billing, and domain registrant information
• Supply logos, brand guidelines, copy, images, and product information needed to customize and launch a website, and to review proofs within a reasonable time
• Keep software, CMS, plugins, mailboxes, and passwords reasonably secure
• Use the services only for lawful business or personal purposes
• Maintain your own copies of critical website and email data
• Comply with resource limits, email sending limits, and the acceptable-use rules in the Terms
• Obtain any licences, consents, and privacy notices required for your own customers and website visitors

Hostolute is not responsible for delays, search-ranking outcomes, or defects caused by Customer materials, third-party plugins, DNS at another provider, or instructions you give us.

4. Website packages — delivery

Unless the product page or a written statement of work says otherwise:

• We customize an existing Hostolute template with your branding, content, and basic SEO setup, then deploy it to Hostolute hosting with SSL.
• Typical launch is within a few business days after we receive complete materials. This is a target, not a guaranteed delivery date.
• Reasonable post-launch adjustments to included content and branding are provided as described on the product page. New pages, custom applications, or e-commerce logic not included in the package are extra and may be delivered by Webolute under a separate quote.
• Stock photographs, third-party fonts, and premium plugins are used only if licensed or included. You must not supply content you do not have the right to use.

If you do not respond to a material request for 14 consecutive days, we may mark the project as paused. Hosting and domain terms continue to run and remain payable.

5. Intellectual property

Hostolute and its licensors own the templates, underlying design systems, code, and tools. You own your trademarks, logo, and original content. On full payment, you receive a non-exclusive licence to use the customized website for your own business. You may not resell the template or use it to produce sites for third parties.

Source files, Figma designs, and unused alternative layouts are not included unless expressly sold. If hosting ends, the licence to use Hostolute template code on another platform does not include a right to our unused templates or internal tools. Customer Content remains yours and can be exported while the account is active.

6. Hosting environment

Hosting is provided to the specification of the plan purchased (storage, mailboxes, and related features). Shared hosting is not dedicated infrastructure. We may move your account between servers in the same class of service for maintenance, security, or capacity reasons.

You must not exceed plan limits or use the service in a way that degrades the platform. We may throttle, migrate, or suspend an account that causes resource exhaustion, even if you have not technically exceeded a published quota.

7. Uptime target

We target 99.9% monthly network uptime for hosting, excluding:

• Scheduled maintenance, announced where reasonably practicable
• Emergency security patches
• Failures of Customer applications, plugins, DNS, or code
• Domain, SSL, or registrar issues outside our control
• DDoS, hacking, or third-party network events beyond reasonable mitigation
• Force majeure events described in the Terms
• Suspension for non-payment or acceptable-use violations

The 99.9% figure is a service target, not a warranty of uninterrupted service. Unless we agree otherwise in writing, your exclusive remedy for a verified Hostolute-caused outage that we determine to be material is a courtesy hosting credit at our discretion, not to exceed the hosting fees paid for the affected month. Credits are not available for website package fees, domains, SSL, or email once those items have been provisioned.

8. Backups and data

We provide automatic backups on a commercially reasonable basis for eligible hosting plans. Backups may not include every mailbox, database, or file, and restore success is not guaranteed. You remain responsible for keeping independent copies of websites, databases, and email that you cannot afford to lose.

After cancellation, expiry, or termination, we may delete Customer data, including backups, without further notice once any short recovery window we choose to offer has ended.

9. Security

We apply reasonable security measures to the platform. You are responsible for the security of your website software, user accounts, API keys, and the personal data you collect. We may take emergency action (including taking a site offline) if we reasonably believe the account is compromised, is distributing malware, or threatens the platform or third parties.

SSL, malware scanning, and firewalls reduce risk; they do not eliminate it. PCI responsibilities for your own payments, if any, remain yours unless we expressly host a certified payment integration as part of the product.

10. Support

Standard support is available by email and WhatsApp during published business hours: Monday to Friday, 9:00 a.m. to 6:00 p.m. UAE time, excluding UAE public holidays. We aim to respond to ordinary enquiries within one business day.

Support covers hosting operations, DNS at Hostolute, included SSL, mailbox setup, and defects in an included website package. It does not include unlimited custom development, third-party software training, content writing, or recovery from Customer-caused data loss, unless purchased as an add-on or quoted separately.

Critical platform outages may be addressed outside business hours on a reasonable-efforts basis. Marketing references to extended or 24/7 assistance describe our operational goal for infrastructure incidents, not a guaranteed on-call SLA for every ticket.

11. Domains, DNS, and email

We will submit domain registrations and renewals according to your order. Registry acceptance is not guaranteed. You must ensure nameservers, DNS records, and SPF/DKIM/DMARC settings remain correct if you change providers.

Email deliverability depends on many factors, including recipient filters and your sending practices. We do not guarantee inbox placement. Bulk or unsolicited email is prohibited.

12. Changes to services

We may improve, replace, or discontinue features where reasonably necessary for security, law, or vendor changes, provided the core paid service remains substantially comparable during a prepaid term or we offer a reasonable alternative or credit as described in the Terms.

13. Fees, taxes, and non-payment

Fees are due as shown at checkout. Overdue amounts may result in suspension without liability for resulting downtime or data loss. Reconnection may require payment of outstanding invoices and any restore fees. Taxes are charged as required by law and as displayed.

14. Termination

Either party may terminate a service at the end of the then-current term by notice. We may terminate or suspend immediately for material breach, non-payment, fraud, or acceptable-use violations. You may terminate for our material breach if you give written notice and we do not cure within 30 days (or immediately if the breach cannot be cured).

Refunds, if any, follow the Refund Policy. Prepaid domain years already registered are not unwound.

15. Liability

The limitation of liability, warranty disclaimer, indemnity, and force majeure provisions in the Terms apply to this Agreement and are incorporated by reference.

16. Order of documents

If documents conflict, the following order applies for paid services:

• Your order confirmation for commercial details (product, term, and price)
• This Service Agreement for operational service terms
• The Refund Policy for cancellations and refunds
• The Terms & Conditions for all remaining matters
• The Privacy Policy and Cookie Policy for personal data and cookies

17. Governing law

This Agreement is governed by the laws of the United Arab Emirates as applied in the Emirate of Sharjah. The courts of Sharjah have exclusive jurisdiction, as further described in the Terms.

18. Contact

Webolute FZE (trading as Hostolute)
Business Centre, Sharjah Publishing City Free Zone, Sharjah, United Arab Emirates
Email: [email protected]
Phone / WhatsApp: +971 58 592 2123
Contact form: hostolute.com/contact-us