Glossary
Definitions of the key terms used in this document:
| Term | Meaning |
|---|---|
| User | A person or an entity who uses services in accordance with the Agreement signed with the service provider. |
| Active User | A person or an entity who has one or more active services. |
| Inactive User | A person or an entity without any services or whose services are cancelled or terminated. |
| Visitor | A person or an entity browsing the Provider's website at https://hostingwalay.pk. |
| Services | Either or both services and products provided by the Provider and available via the Provider's website. |
| Downtime | A period of time when a service is inactive or inaccessible. |
| Monthly Services | Services that are applied instantly or provided for a 1-month period. |
| Long-Term Services | Services that are provided for more than a 1-month period. |
| Primary Language | English. |
| Secondary Languages | Urdu. |
| Primary Currency | PKR (Pakistani Rupee). |
| Secondary Currencies | USD. |
| Billing Cycle | A predefined interval of time between two recurring payments. |
| Billing Account | The account at https://hostingwalay.pk holding a summary of all types of services provided to the User. Also entitled as Client Area. |
| Credit Balance | The amount of funds in the User's account. |
| Confirmed Affiliate Income | The amount of money that the User earned through the Affiliate System. |
| Reseller | A person or an entity who is accepted to the HostingWalay Reseller Program and gets access to the services and benefits of the program. |
| Affiliate Earned Funds | The amount of money that the User received. |
| Complaining Party | The User or an interested 3rd party that submits a report concerning the violation of the Acceptable Use Policy. |
| Authorized Payments | Automatic transactions that are pre-approved by the User. |
1. General Terms of Service
The Terms of Service regulate the conditions and procedures for service provision by HostingWalay to its Users, as well as the rights and commitments of both the Provider and the User. By using the website or services, the User accepts these terms electronically.
1.1 The Provider commits to provide services in accordance with the descriptions and specifications listed on the Provider's website at the time of order.
1.2 The User commits to use services in compliance with the Terms of Service, Acceptable Use Policy, Privacy Policy, and all applicable laws of the Islamic Republic of Pakistan.
1.3 Singular words include the plural and vice versa; natural persons also indicate legal persons unless otherwise specified.
1.4 Article names are used for convenience of reference only and do not influence the interpretation of these Terms.
1.5 The Provider reserves the right to modify these Terms at any time. Material changes are communicated via email or notice on the website. Continued use of services after modification constitutes acceptance.
User non-compliance
1.6 If the User is found to be in breach of the Terms of Service, Acceptable Use Policy, or any applicable law, the Provider may at its sole discretion: issue a warning, suspend the affected service, or terminate the service and the billing account, with or without prior notice depending on the severity of the violation.
1.7 The Provider is not liable for any loss of data, revenue, or business that results from service suspension or termination triggered by User non-compliance.
2. Billing Account
The Billing Account (also referred to as Client Area) is the central dashboard from which the User manages all services, invoices, support tickets, and personal information.
2.1 To use any service, the User must register a Billing Account by providing accurate personal and contact information. The User is responsible for keeping this information up to date.
2.2 Each User is entitled to one Billing Account. Multiple accounts created by the same User or entity may be merged or suspended at the Provider's discretion.
2.3 The Provider may request additional verification documents (CNIC / NTN / company registration / proof of address) before approving certain services, particularly Pakistan-based VPS and dedicated IP allocations, in compliance with PTA guidelines.
2.4 The User is responsible for all content uploaded, stored, or transmitted through services associated with their Billing Account, including content created by sub-accounts or end customers.
2.5 Account credentials (username, password, security answer) must be kept confidential. The User is liable for any actions taken under their account whether authorised or not.
3. Billing and Payment Policy
3.1 Invoices are generated automatically based on the billing cycle of each service (monthly, quarterly, semi-annually, annually, biennially, or triennially).
3.2 Invoices are issued 7 to 14 days before the service due date. Payment must be received on or before the due date to ensure uninterrupted service.
3.3 Accepted payment methods include: JazzCash, EasyPaisa, Bank Transfer (HBL, MCB, UBL, Meezan), Credit / Debit Card via online gateway, and PayPal for international customers.
3.4 The Primary Currency is PKR (Pakistani Rupee). International customers may opt for USD billing at the prevailing exchange rate.
3.5 All prices listed on the website are exclusive of applicable taxes (GST, FED, sales tax on services) unless explicitly stated. Pakistani customers are charged applicable taxes per Pakistan tax authorities regulations.
3.6 Authorized Payments (auto-renew) may be enabled by the User from their Billing Account. The User is responsible for cancelling auto-renew if they no longer wish to continue the service.
3.7 Late payments may result in service suspension after a grace period of 5 to 7 days. Re-activation may require payment of a reconnection fee.
If a service is billed in USD but paid in PKR (or vice versa), the conversion is calculated at the prevailing exchange rate on the invoice date. Bank charges or gateway conversion fees are the User's responsibility.
4. Cancellation and Refunds
4.1 The User may cancel a service at any time from the Billing Account by submitting a cancellation request.
4.2 HostingWalay offers a 14-day money-back guarantee on most new shared hosting, reseller hosting, and cloud hosting services. If the User is not satisfied within the first 14 days from activation, a full refund of the hosting fee will be issued.
Refund Exclusions
The 14-day money-back guarantee does NOT apply to the following:
- Domain registrations and renewals: non-refundable once processed by the registry.
- VPS Hosting and Dedicated Servers: pro-rata refund only for unused billing period at Provider's discretion.
- SSL Certificates: non-refundable once issued by the Certificate Authority.
- Licences (cPanel, Plesk, CloudLinux, JetBackup, LiteSpeed, etc.): non-refundable once activated.
- Setup fees, migration fees, development services, and add-on services: non-refundable once work has commenced.
- Services renewed past the 14-day window of the initial activation.
- Services cancelled due to violation of Acceptable Use Policy.
4.3 Refunds are processed within 7 to 14 business days to the original payment method. Bank transfer refunds may take longer due to clearance timelines.
4.4 Refunds for hosting services include only the hosting fee; any free domain or add-ons issued at sign-up may be deducted from the refund at their list price.
5. Suspension and Termination
5.1 The Provider reserves the right to suspend a service immediately and without notice if the User:
- Fails to pay an invoice past the grace period.
- Violates the Acceptable Use Policy (spam, fraud, illegal content, copyright infringement, DDoS abuse, etc.).
- Compromises server stability, security, performance, or other users' services.
- Provides false information at registration or upon verification request.
- Engages in chargeback fraud or fraudulent payment activity.
5.2 The Provider may terminate a service and the Billing Account permanently for severe or repeated violations, in which case all data on the affected services may be deleted without further notice.
5.3 Users have 15 days from suspension to request data recovery or migration; thereafter data may be permanently deleted at the Provider's discretion.
5.4 Termination by the User does not entitle them to a refund of the unused portion of the billing cycle, except where the 14-day money-back guarantee applies.
Users are strongly encouraged to maintain their own off-site backups. HostingWalay's backup service is best-effort; we recommend additional off-site backups via our Server Backup or Website Backup services for mission-critical data.
6. Customer Support
HostingWalay provides three levels of customer support:
Basic Support
Included with every service. Covers: account management, billing queries, service activation, and platform-level issues (server up/down, control panel access). Available via support ticket and email 24/7. Response time: typically 5 to 30 minutes during business hours; up to 4 hours overnight.
Advanced Support
Included with Managed Hosting, Managed WordPress, VPS Managed, Website Maintenance, and Enterprise plans. Covers: server configuration, software installation, performance tuning, security hardening, malware cleanup, and migration assistance. Available via priority ticket and WhatsApp during business hours.
Extra-Care Support
Available as a paid add-on for dedicated server, custom application, and white-glove clients. Includes dedicated account manager, scheduled call slots, custom SLA, and proactive monitoring. Pricing on request: contact Sales via WhatsApp at 0334-2542543.
6.1 Support is provided in the Primary Language (English) and Secondary Language (Urdu).
6.2 Support is NOT responsible for third-party software issues, custom code debugging beyond reasonable scope, or end-user training. Such requests may be billed at hourly rates.
7. Transfer Policy
7.1 Services may be transferred to a different Billing Account upon written request from both the current and the new account holder, along with verification of identity for both parties.
7.2 The Provider reserves the right to refuse a transfer if either party fails verification, has outstanding dues, or has a history of policy violations.
7.3 Domain transfers between registrars follow ICANN policy: the User is responsible for unlocking the domain, providing the EPP / Auth code, and confirming the transfer email from the gaining registrar within the standard 5-day window.
7.4 Account ownership transfers may incur an administrative fee at the Provider's discretion.
8. Service Provision Obligations
Domain Registration
8.1 The Provider acts as a registrar / reseller for various TLDs. The User accepts and agrees to the registry-specific terms of each TLD (e.g., PKNIC for .pk, Verisign for .com, etc.).
8.2 Domain registration is final upon successful processing by the registry; refunds are not available except in cases of registry failure.
8.3 The Provider is not responsible for domain expiry, hijacking, or transfer disputes arising from outdated WHOIS contact information.
Hosting Resource Usage
8.4 Shared hosting and reseller hosting services have published resource limits (CPU, RAM, I/O, inodes, processes). Services consistently exceeding these limits may be migrated to higher plans, throttled, or suspended.
8.5 "Unlimited" disk space and bandwidth refer to fair use within the scope of operating a website, not for file storage, video streaming, backup, or off-site archive use. See the Acceptable Use Policy for details.
Uptime and SLA
8.6 The Provider targets 99.9% uptime on shared and cloud hosting and 99.95% on VPS / dedicated servers, excluding scheduled maintenance, force majeure, and User-caused issues.
8.7 Service credits for downtime below the SLA may be requested via support ticket within 30 days of the incident. Credits are issued as account credit only, not as cash refund.
Contact Information
For any questions about these Terms of Service, please reach out:
Plot # A63, Sector Z6, Gulshan-e-Maymar, Karachi, Pakistan