Terms & Conditions

1 Introduction and Acceptance

These Terms & Conditions (“Terms”) govern access to and use of ZENOR BD websites, client portals, products, services, hosting infrastructure, domain services, digital products, and related support services. By visiting the website, creating an account, placing an order, making a payment, activating or using a service, the customer (“Customer”, “you”, “your”) agrees to these Terms and all policies incorporated by reference.

If you do not agree with these Terms, you must not purchase, activate, access, or use ZENOR BD services.

2 Definitions

• “ZENOR BD”, “we”, “us”, and “our” mean ZENOR BD, Trade License No. 07072, operating from 6/A Dhaka Road, Jessore, Bangladesh, 7400.
• “Customer” means the individual or legal entity purchasing or using a service.
• “Service” means any domain, hosting, VPS, dedicated server, RDP, SMTP, n8n instance, software license, digital product, security product, cloud/productivity service, IP service, PBX, colocation, development service, or other service supplied by ZENOR BD.
• “Third-party provider” means any registrar, registry, upstream host, data center, payment processor, software vendor, CDN, cloud provider, or external provider used to deliver a Service.
• “Abuse” includes illegal, fraudulent, malicious, harmful, deceptive, security-threatening, spam-related, copyright-infringing, trademark-infringing, resource-abusive, or otherwise prohibited activity described in these Terms or the AUP.

3 Account Registration and Verification

Customers must provide accurate, current, and complete information and keep it updated. ZENOR BD may request identity, payment, business, domain-registration, or other verification where reasonably required for fraud prevention, domain registration, BTCL requirements, BDIX services, upstream-provider requirements, security, abuse investigation, or legal compliance.

4 Orders, Activation, and Provisioning

Payment does not always constitute automatic acceptance of an order. ZENOR BD may manually review an order before activation. If a payment is received but an order cannot be automatically verified, the Customer must provide the requested transaction information or payment proof for manual verification.

If ZENOR BD rejects an order because the failure is solely attributable to ZENOR BD and the service cannot be supplied, the verified payment for that unfulfilled order will be refunded in accordance with the Refund & Cancellation Policy.

5 Payments, Duplicate Payments, and Fraud Prevention

Customers are responsible for paying invoices by the due date. If the same service/invoice is paid more than once, ZENOR BD will retain one valid payment for the intended service and will refund or credit the duplicate amount after verification. Where fraudulent, unauthorized, manipulated, stolen, or suspicious payment activity is detected, ZENOR BD may refuse activation, suspend services, restrict the account, and report the matter to the relevant payment provider or law enforcement authority.

6 Abuse Handling, Suspension & Termination

Where an abuse report or policy violation is identified, ZENOR BD may issue a warning and allow the Customer an opportunity to resolve the issue where the nature of the incident permits. For ordinary abuse cases, ZENOR BD may provide one warning and require corrective action within up to 12 hours.

Critical Exception: For serious, active, urgent, repeated, or security-critical abuse (malware, phishing, botnets, DDoS), ZENOR BD may suspend, isolate, block, or terminate the affected Service immediately and without prior warning to protect infrastructure and users. Suspension or termination for abuse creates no right to a refund.

7 Shared Hosting Resource Usage

Shared hosting resources (CPU, RAM, I/O, processes, inodes, database queries) are shared among multiple customers. Continuous excessive consumption that exceeds plan limits or materially affects server stability may trigger a warning and corrective-action request. If excessive usage continues after one warning, the cPanel account may be throttled or suspended to protect overall server stability.

8 Availability & Operational Objectives

Services are provided on an “as available” basis. ZENOR BD targets approximately 99.9% operational availability for its infrastructure but does not provide a formal uptime guarantee or service-credit commitment unless a separate written SLA expressly states otherwise. Planned maintenance, emergency updates, upstream outages, and force majeure events may cause temporary interruptions.

9 Backups & Customer Responsibility

For eligible hosting services, ZENOR BD maintains daily backups subject to the Backup & Data Retention Policy. Customers remain solely responsible for maintaining independent, offsite backups of their critical data. Except for expressly described hosting packages, ZENOR BD does not provide backup services for VPS, Dedicated Servers, RDP, or other products.

10 Pricing, Expiration & Suspension Lifecycle

Existing customers renew at the applicable renewal price shown on the invoice or service page. Setup fees and provisioning fees are non-refundable.

After the renewal due date, an unpaid service will be suspended. ZENOR BD generally allows renewal for up to 30 days after suspension, subject to late fees and registry rules. After that period, ZENOR BD may permanently terminate and delete the relevant service and data.

11 Limitation of Liability & Indemnification

To the maximum extent permitted by applicable law, ZENOR BD will not be liable for lost profits, lost revenue, business interruption, loss of data, or consequential damages.

ZENOR BD’s aggregate direct liability relating to a particular affected Service will not exceed the amount actually paid by the Customer for that affected Service during the three (3) months immediately preceding the event giving rise to the claim.

12 Governing Law & Official Contact

These Terms are governed by and interpreted in accordance with the laws of Bangladesh.