These  General Terms and  Conditions contains  the general terms and  conditions applicable to all  Services; the specific Product Terms and Conditions containing  the additional terms  for  the particular Hosting  Services  you  are  buying;  the Acceptable  Use  Policy;  and The  Agreement is  effective  as of the  date of  the  email sent to  you by  HostPinnacle Kenya Limited  expressly  confirming  acceptance  of  your order or  the  date  you accept  this terms and conditions.


Some words used in the Agreement have  particular meanings:

“Acceptable  Use  Policy”  or “AUP”  means the  HostPinnacle Kenya Limited Acceptable  Use “Affiliate”  means a subsidiary  or holding  company  of  either party  to this Agreement and  any subsidiary  of such holding  company.

“Business Day”  or  “Business Hours”  means 8:00 a.m.  –  5:00 p.m. Monday  through  Friday, excluding  public  holidays in Kenya.

“Confidential  Information”  means all information  disclosed by  one  of us to  the other, whether before  or after the  effective  date of  the  Agreement, that the recipient should  reasonably understand to be confidential, including:

(i) for you, all  information transmitted to or from, or stored on,  your Hosted System,

(ii) for both of  us,  information that is marked or otherwise conspicuously  designated as confidential.  Information that is  independently  developed by  one  of us, without reference  to the  other’s Confidential  Information, or that becomes available to one  of us other than through breach of the  Agreement or  applicable law, shall  not be “Confidential Information” of  the  other  party.

“Country  Specific Terms”  means the  addendum or  addenda  that may  be  incorporated into  your Hosting  Services Agreement if a  portion of  your  Services are  to be provided from a non-Kenyan jurisdiction for which we  have  special legal terms.

“Hosted System”  means  a  combination of  hardware, software  and networking  elements that comprise an information technology  system. Depending  on the Services  you are  buying, the Hosted System may  consist  of a  dedicated system  for  your use  only, or the  right to use  certain parts of  a  shared system that  HostPinnacle Kenya Limited maintains for  many  customers, or  a combination of some  dedicated elements  and some  shared  elements.

“Hosting  Services”  means:

(i)  HostPinnacle Kenya Limited provision for  your use  of the Hosted System described  in the  Services Description, and

(ii) Support. “Product Terms and Conditions” means the  terms  and conditions for  the particular Hosting Services  you are  buying.

“Services Description”  means a written description of the  Hosted System and/or Supplementary Services  you are  buying  from  HostPinnacle Kenya Limited, and related fees, that is incorporated by  reference  in the  Agreement,  including  any  “plan”  or other  name  given to a Services description that you submit  to  HostPinnacle Kenya Limited as part of  an online  order process.

“Service  Level Guarantee(s)”  means:

(i)  a  guarantee  or  guarantees identified as a “Service  Level Guarantee”  or “Service  Level Guarantees”  in the  applicable Product Terms  and Conditions or

(ii) any  provision which provides a  specified  credit  or financial remedy  for an  identified failure  to deliver or  provide the  Services.

“Services”  means Hosting  Services and  Supplementary  Services,  collectively.

“Supplementary  Services”  means those  Services  you purchase  from HostPinnacle Kenya Limited other than the Hosting  Services, including  time and materials based professional or consulting  services (such  as database  administration or  “DBA”  services), one-time or  non-recurring  services which are  not part of  the existing  Support (such as support for the  application that  you operate on  your Hosted System), and  any  other  services identified  as “Supplementary  Services”  on the applicable Services Description. “Support” has the meaning stated in the applicable Product Terms and Conditions.

  Domain  Name Registration

HostPinnacle Kenya Limited offers domain name registration and  renewal services in partnership with  ICANN accredited registrars.  HostPinnacle Kenya Limited processes registration and renewal services through these respective registrars at its discretion. Promotional offers, including  special introductory  rates, promotional rates, or any  non-regular pricing,  are  only  available  to new  customers  and are  only  valid for  the initial term. All domain names registrations will renew at the regular renewal rate. Domain names which have  opted in to the  Automatic Domain Renewal service, and any  optional features associated  with them, will be automatically  renewed for  the minimum term available for that domain type  at the  regular  renewal rate 6 days  prior  to expiry.  You will be solely responsible for all renewal costs and for any other costs in doing  so. Members may choose to opt in or out of the Automatic Domain Renewal service via the Client Area.  If  your hosting plan includes a  free domain name, HostPinnacle Kenya Limited may  automatically  renew  your domain name for  you  upon expiry  as part of  your hosting  plan’s benefits, regardless of  your  Automatic Domain Renewal settings. You acknowledge  and  agree  that  you may  not transfer the  domain name  registration to another domain name registrar  during  the  first 60  days of  the initial registration, or  within 60 days of  any successful transfer.  HostPinnacle Kenya Limited is authorized to deny any such transfer requests. You acknowledge  and  agree  that HostPinnacle Kenya Limited may, but is not  obligated to, place  your domain name in a Domain  Lock status  to prevent unauthorized  or  hostile  transfers of  your  domain name. Domain transfer services are included only for active domain names that are either registered or renewed through HostPinnacle Kenya Limited at the  regular rate. Clients may transfer expired domain names and domain names that were purchased at a promotional rate to another domain name registrar by paying a Domain Transfer Fee. The Domain Transfer Fee  is based on the domain type  and is subject to any applicable taxes.

Termination / Plan Change / Refund Policy

HostPinnacle Kenya Limited may  terminate  your Service  under the  following  circumstances (non-exclusive  list):

  Non-payment of fees

You are  in  breach of  any  term  or condition  of  this Agreement if  Your use  of  the  Service  disrupts  HostPinnacle Kenya Limited business  operations  or affects  any  other  party. All client’s data is removed from HostPinnacle Kenya Limited servers for such terminations. You may  request account  termination or  hosting  plan changes at any  time by  contacting  our Customer Service  team  either through phone  or service  ticket. Our contact information can be found on the homepage of our website:  //www.hostpinnacle.co.ke. When submitting your cancellation request, you must provide the correct Client email and password for your account for  verification.  Incomplete cancellation requests will be deemed invalid and will not  be  processed. You will  be  responsible for  any  service  fees that arise  from your  failure  to cancel  your  account. Refunds will not  be  given for  services that are  billed  monthly  or for one-time service  fees, such as web design fees, file  recovery  fees, WHMCS modules, WordPress plugins domain redemption fees, etc.  You are  eligible  for  a  refund on hosting  services that are  not billed monthly  under the  following  circumstances:

    1. If you  cancel  your account  within  30  days of  sign-up (30 Days money Back Guarantee), you  will,  upon  request,  receive  a  full refund on  the  hosting  fees  paid, less any  setup  fees  or  one-time  service  fees.
    2. If you  cancel  your account  within  30  days of  a  hosting  service  renewal,  you  will,  upon  request, receive  a  full refund  on  the  hosting  fees paid  on  your  most  recent  renewal.
    3. If you  cancel  your account  within  30  days of  a  hosting  plan  change,  you  will,  upon  request, receive  a  full refund  on  the  hosting  fees paid  on  your  most  recent  hosting  plan  change,  less  any setup  fees  or  one-time  service  fees.  If  your hosting  plan includes a free  domain name,  you will  be  required to pay  a  Domain Reimbursement Fee  to reimburse HostPinnacle Kenya Limited for the  domain name registration  when  you do any  of the following  before  your hosting  plan subscription expires:

(i) You cancel  your hosting  plan  subscription.
(ii) You change  to  a  hosting  plan  or term  that  does  not  offer a  free  domain  name.
(iii) You transfer  the domain  name  to  another domain  registrar.

The  amount  of this fee  will vary  depending  on the  domain type  and on the registration term.   Only  one  refund  may  be  issued for  each invoice.  HostPinnacle Kenya Limited reserves the  right to grant or deny  any refund  requests. Domain name  registrations, regardless if it is an initial registration or  a  renewal of an  existing registration, cannot be cancelled and will remain in effect until the end of the registration term.

  Prohibited Conduct/Acceptable Use Policy(AUP)

HostPinnacle Kenya Limited does not  allow the  use of unsolicited commercial email (“Spam”)  to promote  products or  services.  Any Client  engaging  in the  sending  of  Spam through the  HostPinnacle Kenya Limited network or promoting  information on websites hosted by  HostPinnacle Kenya Limited will  be  considered in breach of this Agreement  and will  be  suspended from the  Service  immediately. Your  use of the  Service  must  be  in compliance with Kenyan laws, and  the laws of  your country  at all times. You are  responsible for  ensuring  that  your use  of the  Service  does not  consume excessive  system or  network  resources that  disrupts  the normal use  of the  Service  through, but not  limited to, spawning  multiple processes, or  consuming  excessive  amounts of memory,  CPU or  bandwidth capacity. The  following  is a non-exclusive  list of content and behavior prohibited by  the Service:

  1. a) Content that has or  contains links  to:  nudity, pornography, adult  content,  materials  with sex  or foul language.
  2. b) Content that  condones,  promotes,  contains,  or  links  to  warez, cracks,  hacks,  their associated utilities,  or  other  piracy  related  information,  whether  for educational purposes  or not.
  3. c) Content that  has been  promoted  through  the  sending  of Spam  or  mail  fraud  schemes,  or  pages that promote  or  condone  the  sending  of  Spam.  The  sending  of bulk email  originating  from  our servers  mass distributed  to  unknown recipients  soliciting  products  or services,  or  of bulk  email NOT originating  from  our servers  mass distributed  to  unknown recipients  soliciting  products  or services  relating  to  a  HostPinnacle Kenya Limited account  will result  in  immediate  account  suspension.
  4. d) Content that  is grossly  offensive  to  the community, including  blatant expressions  for bigotry, prejudice,  racism,  hatred  or excessive  profanity,  or  to  post  any  obscene, filthy,  excessively violent, harassing,  or  otherwise  objectable  material.
  5. e)  Content or otherwise  that  exploits children under  18  years  of age.
  6. f) Content that  sells  or promotes  any  products  or  services  that  are  unlawful  in  the  location  at which  the  content is  posted  or received.
  7. g)  Content that  infringes or  violates any  copyright,  patent,  trademark,  service  mark,  trade  name, trade  secret, or other intellectual property  right  of any  third  party.
  8. h) Content that  promotes  mail fraud, multi-level  marketing  (pyramid)  schemes  or other  illegal  or fraudulent  activities.
  9. i)  Content that  posts or  discloses  any  personally  identifying  information  or private  information about  any  third  parties  without  their  express  consent.
  10. j)  Reverse engineering,  reverse  compiling  or  otherwise  deriving  the  underlying  source  code  or structure  or sequence  of  any  HostPinnacle Kenya Limited service,  solution  or technology.
  11. k)  Reverse engineering, reverse  compiling  or  otherwise  deriving  the  underlying  source  code  or structure or sequence of individual passwording of Member Sites (or pages contained therein).

Customer Requested Cancellation: Customer agrees to notify  us of  request to cancel  at least 15  days prior  to the  next bill  date. When canceling  two (2) or  more  dedicated servers within any  given 30 day  period, customer agrees to notify  us of request to cancel at least 30  days prior  to the  next bill  date. When canceling  ten (10) or  more  dedicated servers within any  given 30 day  period,  customer agrees to notify  us of request to cancel at least 60  days prior  to the  next bill  date.

Unacceptable Resource Usage

You may not:

  1. Use twenty-five percent (25%) or more of our system resources for longer than ninety (90) seconds at a time. Activities that could cause this excessive use, include but are not limited to: CGI scripts, FTP, PHP, HTTP, etc.
  2. Run stand-alone, unattended server-side processes at any point in time on the server. This includes any and all daemons, such as IRCD.
  3. Run any type of web spider or indexer (including Google Cash / AdSpy) on shared servers.
  4. Run any software that interfaces with an IRC (Internet Relay Chat) network.
  5. Run any bit torrent application, tracker, or client. You may link to legal torrents off-site, but may not host or store them on our shared servers.
  6. Participate in any file-sharing/peer-to-peer activities
  7. Run any gaming servers such as counter-strike, half-life, battlefield1942, etc.
  8. Run cron entries with intervals of less than fifteen (15) minutes.
  9. Run any MySQL queries longer than fifteen (15) seconds. MySQL tables should be indexed appropriately.
  10. Use more than 250,000 inode count(file usage) while on Starter or Hosting Only packages.
  11. Use more than 500,000 inode count(file usage) while on Standard Hosting Package.
  12. Use more than 800,000 inode count(file usage) while on Executive Hosting Package.
  13. Use more than 250,000 inode count(file usage) per cPanel account if you are a reseller.

Reservation of Rights

HostPinnacle Kenya Limited reserves the  right and sole  discretion to:

  1. Censor any website  hosted  on  its  servers  that  is  deemed inappropriate.
  2.  Review any  account  for  excessive  space  or bandwidth  utilization  and  to  suspend  service  to  those accounts  that  have  exceeded allowed  levels.
  3. Terminate any  account  for  non-payment  of fees,  for  providing  fraudulent  account  information or fraudulent  payment information. An account shall be terminated after 30 days of non-payment of fees. It is the responsibility of the client to ensure that all fees are paid on time.
  4. Terminate any  account  if the  contents  of its  website  results in,  or are  the  subject  of, legal  action or threatened legal action  against  HostPinnacle Kenya Limited or  any  of its affiliates  or  partners,  without consideration  for  whether  such  legal  action  or threatened legal action  is  eventually  determined to  be  with  or  without  merit.
  5. Terminate any  account  for  unsolicited,  commercial  e-mailing  (i.e., Spam),  illegal  access  to  other computers  or networks (i.e., hacking),  distribution  of Internet  viruses  or  similar distructive activities,  activities  whether lawful  or unlawful that  HostPinnacle Kenya Limited determines  to  be  harmful to  its other  customers,  operations or reputation,  or for any  breach  of this  agreement.
  6. Suspend the  Service  at  any  time  for  any  duration  of time  when necessary,  without  penalty  or liability  to  ourselves.

You agree  that it  may  be  necessary  for  us to temporarily  suspend the  Service  for  technical reasons or to maintain network equipment or facilities.

Customer Abuse

We have  zero tolerance  for  abusive  language  and/or  abusive  behavior towards our  company and/or service  we  provide  and/or our  employees.  Any  customer  deemed at  our sole  discretion to be  abusive  to our company  and/or  service  we  provide and/or our  employees will  result  in immediate irrevocable account termination without  any  refund.  Furthermore, posting  negative feedback on any  public  forum about our  company  and/or our  employees before  submitting  a ticket to our  “support ticket” or  “support  email”  department to discuss  your issue will result  in immediate account termination without  any  refund. Although it  is  your  right to post  feedback without  discussing  your issue  with us  first, it is undoubtedly  unfair and unprofessional not  to, which is not the  type  of client we  want to deal with. We  have  the utmost respect for  all  of our clients, and are  more  than fair with all of our  clients. We  will  do anything  and everything possible to keep all  of our clients satisfied. But in  the unlikely  event  you are  not satisfied, all  that we  ask is to discuss  your  issue  with our support department first.


  1. We have a 30 days money back guarantee for hosting services only. If a hosting service had a free domain name given as part of the package, the amount that would have been incurred to register the domain had it been registered separately, will be deducted when doing the refund. That is to mean that the refund will be less the price of the domain. The exemption for this is if the domain name involved is a .co.ke. In such a case the full amount will be refunded.
  2. We do not do refunds for purchases of domain names since we incur almost the same amount to pay the registry. The exemption is with .co.ke domains with which we get refunds. The refund for a .co.ke domain name must be requested within 28 days. Refunds for a qualifying domain-only purchase made after 28 days shall not be processed.
  3. We process refunds on Fridays. If a refund is requested, it will be paid on the first Friday after the request was made. If a request is made on a Friday, the refund will NOT be processed on the same Friday but the following Friday.


We try and maintain frequent back-ups for all files on shared hosting packages. However, Backups  are  not included  as part of any  service.  It  is the  customer’s sole  responsibility  to make backups and save  them elsewhere  off  server. Availability  of server backups  is not  guaranteed  and we  are  not responsible for loss of customer data. Customers are  advised to make  backups of the information they  store  on  our servers on a  regular  basis. Our  Control Panel provides tools  that allow customers‟  to make  data backups, download data, download backups, etc. Please also note that we do NOT do any backups for VPS packages as we give you absolute root privileges to do any server management by yourself, however, this can be offered as an additional service upon agreement of a monthly cost.

Free Domains

Some of our packages contain a free domain name as part of the package. A customer needs to ensure that the desired free domain name is ordered at the same time of ordering the hosting package for it to be processed. Should the customer forget to add the domain name to the cart that has the hosting package, the customer needs to raise a support request within 24 hours to claim the free domain name. No free domain name shall be processed after 24 hours of registering the package.


Customer agrees that HostPinnacle Kenya Limited’s prices are subject to the prevailing market dynamics and such the initial registration and/or renewal prices can increase or decrease based on new dynamics in the market. In the event that this happens, the new prices will be indicated on the relevant pages on the website of HostPinnacle Kenya Limited.


Customer agrees that  they  will  protect, indemnify,  save  and hold  HostPinnacle Kenya Limited harmless from any  and all stipulations, liabilities, losses, expenses and claims, including  but not limited to reasonable attorney‟s fees assessed against  HostPinnacle Kenya Limited, its agents, customers, officers, employees, officers, shareholders, directors and administration that may arise  or result  from any  service  provided or performed or  agreed to be performed or  any  product sold by  its customers, agents, employees, officers,  shareholders, directors,  or  assigns. Customer agrees to defend, indemnify  and hold  HostPinnacle Kenya Limited harmless against  liabilities arising  out of;
(1) any  injury  to person or  property  caused  by  any  products  sold or distributed in association  with  HostPinnacle Kenya Limited’s Services;
(2) any  material  furnished by customer infringing  or allegedly  infringing  on the  proprietary  rights of  a  third party;
(3) copyright, trademark patent, or other intelluctual  property  violation and any  defective  products sold to a  customer from  HostPinnacle Kenya Limited’s Services.


HOSTPINNACLE KENYA LIMITED  WILL NOT BE RESPONSIBLE FOR ANY DAMAGES YOUR BUSINESS MAY SUFFER.  HOSTPINNACLE KENYA LIMITED MAKES NO WARRANTIES OF ANY KIND, EXPRESSED OR  IMPLIED FOR SERVICES WE PROVIDE.  HOSTPINNACLE KENYA LIMITED DISCLAIMS  ANY WARRANTY OR MERCHANTABILITY OR  FITNESS  FOR A PARTICULAR PURPOSE. THIS INCLUDES  LOSS  OF  DATA  RESULTING  FROM  DELAYS, NON-DELIVERIES, FAILED BACKUPS, FAILED HARDWARE, WRONG  DELIVERY, AND ANY  AND ALL  SERVICE INTERRUPTIONS  CAUSED BY  HOSTPINNACLE KENYA LIMITED AND  ITS EMPLOYEES, DATACENTER, CONTRACTORS.  HOSTPINNACLE KENYA LIMITED RESERVES THE  RIGHT TO  AMEND OR  UPDATE THESE POLICIES WITHOUT NOTICE. Failure  to follow  any  terms and conditions may  result  in account deactivation or termination without  notice.  HostPinnacle Kenya Limited furthermore  expects that its customers who provide  Internet services  to others will fully  comply  with all applicable laws  concerning  the privacy  of online  communications. A customer’s failure  to comply  with those  laws will  violate this policy.  Finally,  HostPinnacle Kenya Limited wishes to emphasize  that in accepting services, customers indemnify  HostPinnacle Kenya Limited for  the violation of  any  law or HostPinnacle Kenya Limited policy, that results in loss to  HostPinnacle Kenya Limited or  the bringing  of  any  claim against  HostPinnacle Kenya Limited.  This means that if  HostPinnacle Kenya Limited is sued because of  activities of  the customer that violate any  law, or this policy, the  customer will pay  any  damages awarded against  HostPinnacle Kenya Limited, plus costs and reasonable attorneys’ fees.

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