Terms and Conditions
Last updated: 20 October 2026
These Terms and Conditions (“Terms”) are the agreement between Tremhost Pvt Ltd (“Tremhost”, “we”, “us”) and you, the person or organisation that orders or uses our services (“you”, “Customer”). By placing an order, creating an account or using our services, you agree to these Terms, our Privacy Policy and any order or service description that applies to what you bought.
1. Our services
We provide web hosting, email hosting, domain registration and transfer, reseller hosting, VPS and cloud servers, dedicated servers, Tremhost Armor and other cybersecurity services, web design and software licences. The plan, specifications and price shown when you order form part of your agreement with us. You must be at least 18, or have authority to bind the organisation you order for.
2. Accounts and security
You must give accurate details and keep them up to date. You are responsible for all activity under your account and for keeping your passwords and access keys secure. Tell us promptly if you suspect unauthorised access.
3. Billing, payment and renewals
- Prices are in US dollars unless we state otherwise. We accept the payment methods shown on our website, including EcoCash, InnBucks, ZimSwitch, Visa, Mastercard and cryptocurrency.
- Services are billed in advance for the billing period you choose (monthly, annual or other). Invoices are issued before the due date.
- The price you sign up at is the price you renew at for that billing period. If we change prices, we will give at least 30 days’ notice before the change applies to your next billing period.
- You are responsible for taxes, bank charges and mobile-money fees.
- If an invoice is not paid by its due date, we may suspend the service after a 7-day grace period. If it remains unpaid 30 days after the due date, we may terminate the service and delete the data held on it.
4. Cancellation and refunds
- 30-day money-back guarantee: for first-time customers, shared web hosting, WordPress hosting, email hosting and reseller hosting can be cancelled within 30 days of activation for a full refund of the hosting fee.
- Not refundable: domain registrations, renewals and transfers; SSL certificates; software licences; setup and installation fees; paid migrations beyond the free migration offered; services terminated for breach of these Terms; and refunds on renewals.
- VPS, cloud and dedicated servers: billed monthly in advance and not refundable once provisioned, except where we fail to deliver the service ordered.
- Tremhost Armor and other security subscriptions: you may cancel at any time and the service stops at the end of the paid period. One-off work such as cleanup or incident response is not refundable once performed.
- To cancel, submit a request through your client area or our Support page. Cancelling stops future billing; it does not refund the current period except as stated above.
5. Uptime commitment and service credits
For shared hosting and VPS plans on which we advertise a 99.9% uptime guarantee, we aim for network and server availability of at least 99.9% in each calendar month. If we fall short, you may claim a service credit on the affected service:
- availability below 99.9% but at or above 99.0%: credit of 10% of that month’s fee;
- below 99.0% but at or above 95.0%: credit of 25%;
- below 95.0%: credit of 50%.
Credits are your sole remedy for downtime, are applied to future invoices and are not paid out in cash. You must claim within 14 days of the end of the month in which the downtime occurred, through a support ticket. Downtime does not include scheduled maintenance announced in advance, emergency maintenance needed to protect the network, problems caused by you or your software, attacks or traffic spikes, failures of third-party services, domain registry or DNS propagation delays, or events outside our reasonable control.
6. Backups and your data
You are responsible for keeping your own up-to-date backups of your websites, databases, email and other content. Where we offer backups, they are provided on a reasonable-efforts basis, are not guaranteed, and are not a substitute for your own copies. On unmanaged VPS and dedicated servers you are fully responsible for backups, patching, security and recovery unless your order states that we manage them. Your content remains yours; you grant us the rights we need to host and operate it.
7. Acceptable use
You must use the services lawfully and must not use them, or allow others to use them, for:
- spam, bulk unsolicited email, phishing, fraud or impersonation;
- malware, hacking tools, botnets, command-and-control, port scanning, brute-force or denial-of-service attacks;
- content that is illegal, infringes intellectual property, exploits children or incites violence;
- open proxies, anonymising relays or services that put our IP addresses at risk of being blocklisted;
- using resources in a way that harms other customers or the stability of our network.
We investigate abuse reports and may suspend or limit a service immediately, with or without notice where needed to protect our network, customers or IP reputation. We may delete content or terminate accounts for serious or repeated violations without refund. You are responsible for all activity from your account, including activity caused by compromised software or credentials.
8. Resource limits and fair use
Where a plan describes a resource as unlimited or sets limits for storage, bandwidth, email sending, processes or CPU and memory, you must use it within those limits and reasonably. If your use harms other customers, we may throttle it, ask you to upgrade or suspend it.
9. Domains
Domain registrations are subject to the rules of the relevant registry or registrar, including ZISPA for .co.zw. You must provide accurate registrant details and keep them current, and you are responsible for renewing your domains. We are not liable for registry decisions, outages or delays. A domain that is not renewed may be suspended, deleted or sold by the registry under its rules.
10. Resellers
If you resell our services, you are responsible for your customers, their content and their compliance with these Terms. You must handle their first-line support and billing. We provide support to you, not to your customers, unless we agree otherwise in writing.
11. Security services
Tremhost Armor and similar services rely on third-party platforms, including Cloudflare, and are also subject to those providers’ terms. No security service stops every attack or guarantees that a site or system cannot be compromised. A firewall does not patch vulnerable plugins or software, and we are not responsible for vulnerabilities in your applications. Cleanup of already-infected sites is a separate service unless your plan states it is included.
12. Free migration
We offer free migration of websites from other hosts as a courtesy. It depends on the other host’s platform and access, and we cannot guarantee that every site or data set can be moved. Keep your own copy of everything until the migration is verified.
13. Suspension and termination
We may suspend or terminate a service if you breach these Terms, do not pay, abuse our network or staff, or if the law requires. Where practical, we will give notice and a chance to fix the problem first, except in cases of serious abuse, security risk or legal requirement. You may terminate at any time as described in section 4. On termination you must stop using the service, and we may delete the data held on it after the notice period in these Terms has ended.
14. Warranties and liability
We provide the services with reasonable skill and care. To the extent the law allows, we do not promise that services will be uninterrupted or error-free, and we exclude all other warranties. To the extent the law allows, we are not liable for loss of data, profits, revenue or business, or for indirect or consequential loss. Our total liability for any claim relating to a service is limited to the fees you paid us for that service in the 3 months before the event that caused the claim. Nothing in these Terms limits liability that cannot be limited by law, including for fraud.
15. Third-party products
Some products, such as software licences, SSL certificates, security tools and payment services, are supplied by third parties and are subject to their terms. We are not responsible for their failures or changes.
16. Personal data
How we handle your personal information is described in our Privacy Policy. Where we process personal information in your hosted content on your behalf, you are the data controller and we act as your processor. A data processing agreement is available on request.
17. Force majeure
Neither party is liable for failure or delay caused by events beyond its reasonable control, including power or internet failures, natural disasters, war, civil unrest, strikes, government action, or failures of third-party networks or suppliers.
18. Changes to these Terms
We may update these Terms. We will post the new version here and notify account holders of material changes at least 30 days before they take effect. If you do not accept a change, you may cancel before it takes effect. Continued use after that date means you accept the updated Terms.
19. General
These Terms, with your order and our Privacy Policy, are the whole agreement between us on this subject. If any part is found unenforceable, the rest stays in force. You may not transfer your account or rights without our written consent; we may transfer ours to a successor of our business. Failing to enforce a right does not waive it. Notices may be sent by email, through your client area or by posting on this website.
20. Governing law and disputes
These Terms are governed by the laws of Zimbabwe. We will first try to resolve any dispute in good faith through our Support team. If that fails, the courts of Zimbabwe have jurisdiction.
21. Contact
Questions about these Terms: use our Support page or your client area, or write to Tremhost Pvt Ltd, Office 3, Mezzanine Floor, Batanai Gardens (Cnr First Street & Jason Moyo Avenue), Harare, Zimbabwe.
