Service Delivery Policy

Last Updated: June 2026

1. Service Activation (Hosting & Domains)

• Hosting Accounts: Activated immediately after successful payment. Welcome email with login details sent within 15 minutes.
• Domain Registration: Domains are registered instantly after payment. Global propagation may take 24–48 hours.
• Domain Transfers: Transfer requests are initiated within 24 hours. Completion depends on the previous registrar's approval.
• SSL Certificates: Free SSL is auto-installed within 24 hours of hosting account activation.

2. Features Included in All Hosting Plans

• Free SSL: Auto-installed Let's Encrypt SSL for all websites.
• Daily Backups: Automated backups of your website data and files.
• Free Migration: Professional migration of your existing website to our servers.
• NVMe Storage: High-speed storage for faster loading times.
• LiteSpeed Web Server: Optimized server for superior performance.
• 24/7 Support: Round-the-clock technical assistance.

3. Domain Management Services

• DNS Management: Full control over DNS records (A, CNAME, MX, etc.) via your client area.
• Domain Renewal: Automatic renewal 30 days before expiry. You will receive reminder emails.
• Domain Locking: Free domain locking to prevent unauthorized transfers.
• WHOIS Privacy: WHOIS protection is available to keep your personal information private.

4. Technical Support

• Availability: 24/7/365 via email, ticket system, and live chat.
• Response Time: Standard tickets: 1–4 hours. Critical issues: 30 minutes.
• Support Scope: Server issues, domain issues, email configuration, and general technical questions.
• Limitations: We do not provide support for third-party scripts, custom development, or website design.

5. Service Uptime Guarantee

• We guarantee 99.9% network uptime for all hosting services.
• If uptime falls below 99.9%, you may be eligible for a service credit (1 month free for every 1% below).
• Uptime is calculated monthly and excludes scheduled maintenance.
• Service credits are issued upon request and verification.

6. Service Renewal & Billing

• All services (hosting, domains, add-ons) are automatically renewed unless cancelled.
• Renewal invoices are generated 14 days before the due date.
• You will receive email reminders at 14, 7, and 3 days before renewal.
• Failure to pay renewal fees may result in service suspension and eventual data deletion.

7. Service Cancellation

• You can cancel any service from your client area at any time.
• Cancellation requests must be submitted before the next renewal date to avoid charges.
• After cancellation, data is retained for 30 days before permanent deletion.
• Domain cancellations: Domains remain active until expiry, but will not be renewed.

8. Free Website Migration

• Free migration is included with all hosting plans.
• We transfer files, databases, and email accounts from your previous host.
• Migration time depends on website size (typically 1–24 hours).
• We perform migration during a scheduled window to minimize downtime.

9. Refund Policy for Services

• Hosting plans: 30-day money-back guarantee applies.
• Domain registrations: Non-refundable as per ICANN rules.
• Domain transfers: Non-refundable once initiated.
• Add-ons (SSL, dedicated IP, etc.): Non-refundable.

10. Contact for Service Issues

If you face any issues with service delivery, billing, or domains, please contact us:

• Support Email: support@velzahost.com
• Billing Email: billing@velzahost.com
• Phone: [Your Contact Number]
• Client Area: Open a ticket 24/7 from your account dashboard