Terms of Service

1. Introduction

These Terms of Service are the master customer agreement between Spantrix Limited and each person or entity that orders, accesses, renews, resells, administers, or uses any Spantrix service. They apply to web hosting, WordPress hosting, reseller hosting, VPS/cloud hosting, email hosting, domain-related services, SSL certificates, website backup, website security, server administration, website migration, and related digital services.

The Terms are intended to protect Spantrix Limited, its customers, its network, its suppliers, its upstream providers, and the public. They should be read together with the other documents in this policy pack, which form part of the customer contract.

2. Acceptance of Terms

A customer accepts these Terms by creating an account, placing an order, paying an invoice, using a service, renewing a service, requesting support, or continuing to use a service after these Terms are posted or updated.

If a person acts for a company, partnership, association, public body, school, non-profit, client, reseller, or other organization, that person represents that they have authority to bind that organization.

A customer who does not agree to these Terms must not order, access, renew, resell, administer, or use the services.

3. Definitions

"Customer", "you", and "your" mean the account holder, service user, reseller, administrator, or other person responsible for a Spantrix account or service.

"Services" means all hosting, domain, email, SSL, backup, security, migration, support, administration, and related services supplied by Spantrix Limited.

"Customer Content" means websites, applications, files, databases, emails, domain zone records, scripts, software, images, text, code, logs, credentials, personal data, and other material uploaded, transmitted, stored, processed, or made available by or for a customer.

"Upstream Provider" means a registrar, registry, data center, network carrier, cloud provider, software vendor, payment processor, security vendor, control panel vendor, or other third party whose systems, rules, or services support the services.

4. Policy Pack and Order of Documents

The Acceptable Use Policy, Privacy Policy, Refund & Cancellation Policy, Domain Registration Agreement, and DMCA & Abuse Policy are incorporated into and form part of these Terms by reference.

The Domain Registration Agreement applies to domain name registration, renewal, transfer, DNS, WHOIS/RDAP, privacy/proxy, and related services. The Refund & Cancellation Policy controls refund eligibility and cancellation mechanics. The Acceptable Use Policy and DMCA & Abuse Policy control abuse, security, copyright, network, and content issues. The Privacy Policy explains how personal information is processed.

If a conflict exists, the document that most specifically addresses the issue will control, unless mandatory law requires otherwise.

5. Eligibility, Authority, and Customer Information

Customers must have legal capacity to contract and must not be barred from receiving services under applicable law, sanctions rules, payment-network rules, registry rules, or upstream-provider requirements.

Customers must provide accurate, current, and complete account, billing, identity, domain registrant, tax, and contact information and must promptly update it when it changes.

Spantrix Limited may require account verification, identity checks, phone verification, payment verification, business verification, or domain registrant verification before or after provisioning.

Spantrix Limited may refuse, cancel, suspend, restrict, or terminate service where information is false, unverifiable, misleading, incomplete, associated with fraud, or inconsistent with registry, registrar, payment processor, or upstream-provider rules.

6. Account Registration and Security

Customers are responsible for all activity under their accounts, client-area logins, control panels, servers, domain accounts, reseller accounts, email accounts, API keys, SSH keys, passwords, and authorized contacts.

Customers must use strong passwords, enable available security controls, secure administrator accounts, keep recovery information current, and prevent unauthorized access.

Spantrix Limited may treat instructions from the account owner, registered email address, authorized user, verified billing contact, or control panel as valid instructions. Spantrix Limited is not responsible for losses arising from compromised, shared, weak, reused, or mishandled credentials.

Customers must immediately notify Spantrix Limited of suspected account compromise, unauthorized access, credential leakage, malware infection, domain hijacking, or security incident.

7. Scope of Services

Hosting, WordPress, VPS/Cloud, and Reseller Services

Hosting services may include shared hosting, WordPress hosting, reseller hosting, VPS/cloud hosting, email hosting, database hosting, DNS, control panel access, and related tools. Features, limits, locations, software versions, support scope, and resources may differ by plan.

WordPress hosting customers remain responsible for WordPress core, plugins, themes, accounts, content, licenses, and security settings unless Spantrix Limited expressly agrees in writing to manage a specific item.

VPS/cloud services may be unmanaged, partially managed, or managed depending on the plan. Unless expressly stated, customers are responsible for operating system configuration, firewalls, patches, software, backups, monitoring, legal compliance, and server administration.

Resellers are responsible for their end users, websites, billing relationships, support promises, content, security practices, and compliance with the Terms, Acceptable Use Policy, Domain Registration Agreement, and DMCA & Abuse Policy.

Domain, Email, SSL, Backup, Security, Migration, and Administration Services

Domain services are governed by the Domain Registration Agreement and applicable registrar, registry, ICANN, NiRA, ccTLD, and other domain-authority rules.

Email hosting does not include guaranteed inbox placement, uninterrupted delivery, immunity from reputation issues, or acceptance by third-party mail systems. Customers are responsible for lawful email use, authentication records, mailing list hygiene, and recipient consent.

SSL certificates, licenses, security products, backup tools, migration services, and server-administration services may depend on third-party vendors, validation rules, software compatibility, customer cooperation, and the condition of the relevant website, server, domain, or application.

Website migration, backup restoration, malware cleaning, security hardening, or server administration assistance is provided on a reasonable-efforts basis unless a separate written agreement states otherwise. Spantrix Limited does not guarantee that every website, email account, database, file, DNS record, configuration, or application can be migrated, restored, cleaned, or secured.

8. Customer Content and Responsibilities

Spantrix Limited does not claim ownership of Customer Content. As between the parties, Customer Content remains the responsibility of the customer or its lawful owner.

Customers are solely responsible for their websites, applications, files, databases, scripts, plugins, themes, CMS installations, software licenses, email use, domain names, DNS records, security settings, access controls, passwords, end users, visitors, and legal compliance.

Customers must maintain their own independent backups and disaster-recovery arrangements. Weekly backup services, where offered, are convenience features only and are not a substitute for customer-controlled backups.

Customers must ensure that Customer Content does not violate law, infringe rights, harm systems, deceive users, or breach the Acceptable Use Policy or DMCA & Abuse Policy.

9. Payments, Billing, Taxes, and Fraud Screening

Customers must pay all fees, renewal charges, setup charges, usage charges, overage charges, license charges, tax amounts, transaction charges, currency-conversion charges, redemption fees, restoration fees, and other amounts due for the services.

Services may be billed monthly, annually, multi-year, prepaid, postpaid, metered, usage-based, or otherwise as shown at checkout, in the invoice, or in the service description.

Invoices are due by the date stated on the invoice. Spantrix Limited may suspend, restrict, or terminate services for non-payment, late payment, failed payment, disputed payment, reversed payment, expired payment method, failed verification, or suspected fraud.

Prices may be stated in Nigerian Naira, United States Dollars, or other currencies. Exchange rates, payment gateway fees, bank fees, taxes, and currency conversion differences are the customer’s responsibility unless expressly stated otherwise.

Spantrix Limited may screen orders and payments for fraud, sanctions, abuse risk, chargeback risk, account-history risk, and upstream-provider risk. Spantrix Limited may delay provisioning or request verification while screening is pending.

Chargebacks, payment reversals, payment disputes, or unauthorised-payment claims may result in immediate suspension, administrative fees where permitted, loss of promotional pricing, domain lock, cancellation, termination, or referral to collection or legal processes.

10. Renewal, Cancellation, Suspension, and Termination

Services may renew automatically if automatic renewal is enabled or if the customer has agreed to automatic payment. Customers are responsible for reviewing renewal dates, renewal invoices, renewal prices, payment methods, and cancellation deadlines.

Cancellation requests must be submitted through the method required by Spantrix Limited, normally the client area or a verified support channel. Cancellation does not excuse unpaid fees already incurred and does not automatically entitle the customer to a refund.

Spantrix Limited may suspend, restrict, disable, lock, rate-limit, remove, null-route, quarantine, or terminate services immediately where necessary to protect its network, systems, IP reputation, other customers, upstream providers, legal position, payment processors, registrars, registries, or the public.

Reasons for suspension or termination include non-payment, fraud, chargeback, account compromise, abuse, excessive resource use, malware, spam, phishing, security risk, unlawful content, legal request, registry request, upstream-provider request, breach of these Terms, or risk to service stability.

After termination, Spantrix Limited may delete account data, server data, emails, backups, snapshots, DNS zones, databases, and Customer Content in accordance with its operational practices, retention periods, law, and upstream-provider rules. Customers must retrieve data before cancellation or termination.

11. Service Availability, Maintenance, and Uptime

Spantrix Limited targets 99.9% uptime for applicable hosting services, calculated in the manner Spantrix Limited determines reasonable for the relevant platform, excluding scheduled maintenance, emergency maintenance, customer-caused issues, third-party failures, DNS propagation, force majeure, abuse mitigation, upstream-provider outages, and events outside Spantrix Limited’s reasonable control.

Spantrix Limited may perform scheduled maintenance, emergency maintenance, upgrades, migrations, security patches, hardware replacement, network adjustments, routing changes, abuse mitigation, and platform changes. Emergency work may occur without advance notice.

Spantrix Limited does not promise uninterrupted service, error-free operation, permanent availability, guaranteed DNS propagation, guaranteed email delivery, guaranteed backup completion, guaranteed restoration, or immunity from attack, compromise, third-party outage, or software failure.

12. Resources, Fair Usage, and Technical Limits

Services are subject to plan limits and fair usage controls, including bandwidth, storage, CPU, RAM, inodes, I/O, database size, database connections, email sending, mailbox size, process count, entry processes, cron jobs, backups, snapshots, ports, IP addresses, and other technical limits.

Shared hosting resources must be used in a manner suitable for shared environments. Spantrix Limited may require upgrades, optimization, caching, code changes, traffic filtering, service separation, or migration to VPS/cloud or dedicated resources where usage affects other customers or platform stability.

Spantrix Limited may throttle, suspend, restrict, block, rate-limit, or move workloads that create excessive load, security risk, reputation risk, storage pressure, backup failures, mail queue issues, database instability, or network congestion.

13. Support Scope and Exclusions

Spantrix Limited provides support twenty-four hours a day, seven days a week through its designated support channels, subject to operational load, verification requirements, service plan, and issue complexity.

Support may cover account access, billing questions, service availability, basic configuration, platform issues, and reasonable troubleshooting within the purchased service scope.

Support does not include guaranteed code debugging, custom development, third-party application repair, SEO work, content editing, business consulting, mail reputation remediation, unsupported software, unsupported operating systems, customer-side network issues, or recovery from customer error unless Spantrix Limited expressly agrees.

14. Third-Party and Upstream Providers

Services may depend on registrars, registries, NiRA, ICANN, data centers, cloud platforms, software vendors, operating system vendors, control panel vendors, email providers, security vendors, backup vendors, payment processors, banks, and network carriers.

Third-party providers may impose their own terms, acceptable use rules, pricing, validation requirements, compliance obligations, suspension rules, investigation requirements, and technical limitations. Customers must comply with those rules where they apply.

Spantrix Limited is not liable for third-party service failures, rule changes, price changes, suspensions, data-center incidents, registry actions, registrar actions, licensing changes, payment failures, or network events outside its reasonable control.

15. Service Changes, Beta Services, and Refusal of Service

Spantrix Limited may add, remove, modify, replace, suspend, or discontinue features, plans, platforms, software versions, data-center locations, limits, pricing, control panels, vendors, or service descriptions where reasonably necessary.

Beta, trial, preview, promotional, or experimental services are provided as-is, may be changed or withdrawn at any time, and may have limited support, limited availability, different retention periods, and no service credits or refunds unless expressly stated.

Spantrix Limited may refuse service, decline orders, cancel orders, or limit service where it reasonably believes service would create legal, security, financial, reputational, technical, operational, registry, registrar, or upstream-provider risk.

16. Legal Compliance, Law Enforcement, Export Controls, and Sanctions

Customers must use the services in compliance with applicable laws, regulations, court orders, law-enforcement requirements, sanctions rules, export-control rules, payment-network rules, data-protection laws, telecoms rules, consumer-protection rules, intellectual-property laws, and domain-authority rules.

Spantrix Limited may disclose information, preserve information, restrict access, suspend service, or cooperate with law-enforcement, regulatory, court, registrar, registry, payment-processor, or upstream-provider requests where it believes it is legally required or operationally appropriate.

Customers must not use the services for sanctioned parties, prohibited destinations, unlawful export of technology, evasion of law, or activity that would cause Spantrix Limited or its providers to violate applicable restrictions.

17. Intellectual Property, Feedback, and Confidentiality

Spantrix Limited retains all rights in its brand, logos, website, platform, documentation, software interfaces, service descriptions, templates, internal tools, and business content. Customers may not copy, misuse, reverse engineer, or falsely imply endorsement by Spantrix Limited.

Customers grant Spantrix Limited a limited right to host, store, process, transmit, cache, back up, scan, display, copy, and otherwise handle Customer Content as necessary to provide, secure, troubleshoot, bill, support, and enforce the services.

Feedback, suggestions, or ideas provided to Spantrix Limited may be used without restriction or compensation, provided Spantrix Limited does not identify confidential customer information contrary to law or a written agreement.

Each party should protect non-public information received from the other party, except where disclosure is required for service delivery, support, billing, compliance, legal process, or protection of systems and rights.

18. Disclaimers

The services are provided on an as-is and as-available basis to the maximum extent permitted by law. Spantrix Limited disclaims implied warranties, including merchantability, fitness for a particular purpose, non-infringement, continuous availability, error-free operation, data recoverability, security completeness, and suitability for any regulated or high-risk use.

Spantrix Limited does not warrant that customer websites, email, backups, domains, applications, data, security settings, plugins, themes, scripts, third-party services, DNS, search engine listings, or mail delivery will operate without interruption, loss, delay, compromise, rejection, or error.

19. Limitation of Liability

To the maximum extent permitted by law, Spantrix Limited will not be liable for indirect, incidental, special, consequential, exemplary, punitive, or similar damages, including lost profits, lost revenue, loss of goodwill, loss of business, loss of data, loss of domains, loss of email, reputational damage, customer claims, third-party claims, or cost of substitute services.

To the maximum extent permitted by law, Spantrix Limited’s total aggregate liability for any claim arising from or relating to the services will not exceed the amount paid by the customer to Spantrix Limited for the affected service during the three months immediately before the event giving rise to the claim.

The limits in this section apply whether the claim is based in contract, tort, negligence, strict liability, statute, equity, or any other theory, and even if Spantrix Limited was advised of the possibility of the loss.

20. Indemnification and Force Majeure

The customer must indemnify, defend, and hold harmless Spantrix Limited, its directors, officers, employees, contractors, suppliers, affiliates, and upstream providers from claims, losses, damages, penalties, costs, and expenses arising from Customer Content, customer use of the services, end-user activity, breach of these Terms, domain disputes, intellectual-property claims, data-protection claims, spam, abuse, security incidents, fraud, or violation of law.

Spantrix Limited is not responsible for delay or failure caused by events beyond its reasonable control, including power failure, internet routing failure, data-center incident, strike, civil disturbance, epidemic, war, terrorism, government action, court order, natural disaster, fire, flood, cable cut, supply-chain failure, registrar or registry action, payment processor issue, DDoS attack, malware outbreak, zero-day exploit, or upstream-provider outage.

21. Notices and Changes to Terms

Spantrix Limited may send notices through the client area, ticket system, email, invoice, website posting, control panel, or other reasonable channel. Customers are responsible for keeping contact details current and monitoring notices.

Spantrix Limited may update these Terms from time to time. Updated Terms take effect when posted or on the stated effective date. Continued use after an update constitutes acceptance.

Material changes may be communicated by email or client-area notice where practical, but failure to receive a notice does not invalidate an update that has been posted.

22. Governing Law and Dispute Resolution

These Terms are governed by the laws of the Federal Republic of Nigeria, without regard to conflict-of-law rules.

The parties will first attempt in good faith to resolve disputes through support escalation, billing escalation, or management review. Either party may seek urgent injunctive, abuse-related, domain-related, IP-related, payment-related, or protective relief where necessary.

Subject to mandatory law, disputes will be submitted to the courts of competent jurisdiction in Nigeria. Spantrix Limited may also pursue payment, abuse, domain, intellectual-property, or injunctive remedies in any jurisdiction where the customer, domain, content, server, registry, registrar, payment processor, or harmful activity is located.

23. Contact

For questions about this policy, contact support@spantrix.com or open a support ticket from the client area.