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Standard Terms and Conditions of Sale

Last Updated: 14/11/2025

This Agreement (the "Agreement" or "Terms") is entered into by and between KMTeam LLC, a company registered in Cairo, Egypt (hereinafter referred to as "KMTeam LLC," "We," or "Us"), and any individual or entity who purchases or uses its services (hereinafter referred to as "Customer" or "You").

By ordering, paying for, or using KMTeam LLC's services, You agree to be bound by these Terms, which constitute a legally binding contract.

1. Scope and Applicability of Services

1.1. Standard Services: These Terms govern the sale and use of KMTeam LLC's standard, pre-defined services, including but not limited to:

  • Shared Web Hosting
  • Virtual Private Servers (VPS)
  • Domain Name Registration
  • SSL Certificates
  • Email Hosting
  • Backup Services

1.2. Custom Project Services: Services such as Web Development, UI/UX, Branding, IT Support, Social Media Management, Digital Marketing, and special VPS requests are not governed by these Standard Terms. These projects require a separate, written Master Service Agreement (MSA) or Statement of Work (SOW), which will outline the specific scope, milestones, and payment terms.

2. Ordering, Acceptance, and Verification

2.1. Order Process: Customer may order Standard Services via KMTeam LLC's online portal or by submitting an official Purchase Order (PO).

2.2. Contract Formation: For all Standard Services, a binding contract is formed upon KMTeam LLC's receipt of Customer's successful payment.

2.3. Customer Verification: For certain services, including but not limited to Domain Registration, VPS Hosting, and Shared Hosting, KMTeam LLC reserves the right to verify the Customer's identity. This verification may include requiring the Customer to click an email verification link and/or respond to a phone call. Failure to complete this verification may result in a delay in service provisioning or cancellation of the order.

2.4. Third-Party Services: KMTeam LLC resells certain services from third-party providers (e.g., Domain Registrars, Microsoft Azure, SSL Certificate Authorities). By purchasing these services, Customer agrees to be bound by the applicable terms and conditions of those third-party providers.

3. Payment, Billing, and Refunds

3.1. Pricing: Prices for Standard Services are as listed on the KMTeam LLC website at the time of purchase. Prices for Custom Projects require a separate quote.

3.2. Price Changes: KMTeam LLC reserves the right to change the pricing of its recurring services. We will provide Customers with at least three (3) months' notice prior to any price change taking effect upon renewal.

3.3. Billing Cycles: Services are billed on a monthly or annually recurring basis, as selected by the Customer at the time of purchase.

3.4. Payment Due: All recurring services are pre-paid. Payment is due in advance of the service period.

3.5. Payment Methods: We accept payment via Credit Cards, Fawry, and Vodafone Cash (processed via Paymob).

3.6. Late Payment and Suspension:

  • A grace period of three (3) days is provided for late payments on renewal invoices.
  • If payment is not received by the end of the 3-day grace period, the Customer's service will be immediately suspended.

3.7. Refund Policy:

  • As a general rule, all fees and payments are non-refundable.
  • Exception (14-Day Guarantee): KMTeam LLC offers a 14-day money-back guarantee applicable only to new purchases of Shared Hosting and standard VPS Hosting services.
  • Exclusions: This guarantee does not apply to domain name registrations, SSL certificates, Azure services, special request VPS, one-time project fees, or any other service.

4. Service Level Agreement (SLA)

4.1. Uptime Guarantee: KMTeam LLC provides a 99.99% uptime guarantee for its hosting network and servers.

4.2. Compensation (Service Credits): If KMTeam LLC fails to meet the 99.99% uptime guarantee in any given calendar month, the Customer will be eligible to claim a service credit equivalent to one (1) free month of the affected service. This credit is the Customer's sole and exclusive remedy for any uptime failure.

4.3. SLA Exclusions: This SLA does not apply to any downtime or outages caused by:

  • Scheduled maintenance (with prior notice).
  • Force Majeure events (as defined in Section 11).
  • National-level internet or service disruptions within Egypt.
  • Customer-caused errors, including bad code, script misconfigurations, or AUP violations.
  • DDoS (Distributed Denial of Service) attacks or other cyber-attacks.
  • Failures of third-party services (e.g., Azure), which are subject to their own SLAs.

4.4. Technical Support:

  • Support is provided via email, ticket system, and live chat.
  • Standard Response Time: 24 hours.
  • Critical Response Time: 1 hour for "Critical Issues" (defined as service-down events).
  • Misuse: The critical support channel is for genuine emergencies only. Repeated misuse or non-critical inquiries may result in warnings or a downgrade of support priority.

5. Customer Responsibilities & Acceptable Use Policy (AUP)

5.1. Customer Obligations: The Customer is solely responsible for:

  • Maintaining the security and confidentiality of their personal and billing information (e.g., passwords, credit cards).
  • All activity that occurs on their account, whether authorized or not.

5.2. Prohibited Content: Customer shall not host, store, or transmit any content that:

  • Violates any law of the Arab Republic of Egypt.
  • Constitutes adult content (pornography).
  • Infringes on a third party's copyright or intellectual property (e.g., pirated software, illegal movie/music files).
  • Promotes violence, terrorism, or hate speech.
  • Is fraudulent, deceptive, or misleading (e.g., phishing websites, "scam" sites, misuse of trademarks).

5.3. Prohibited Activities: Customer shall not use KMTeam LLC's services to:

  • Send spam or unsolicited commercial email (UCE).
  • Engage in phishing or other fraudulent activities.
  • Engage in hacking, port scanning, or attempting to breach the security of any system.
  • Launch or participate in Denial-of-Service (DoS) attacks.
  • Engage in cryptocurrency mining.

5.4. Resource Abuse: Customers may not use server resources (e.g., CPU, RAM, Disk I/O) in a manner that negatively impacts the server's performance or other customers. If excessive use is detected, KMTeam LLC will notify the customer and may require them to upgrade to a higher plan or may suspend the service.

6. Data Privacy and Protection

KMTeam LLC acknowledges its dual role under Egyptian Data Protection Law No. 151 of 2020: as a Data Controller for its own Customer's data and a Data Processor for the data the Customer stores on its servers.

6.1. Security Measures: KMTeam LLC implements appropriate technical and organizational measures to protect data, including firewalls, encryption, and strict internal access controls.

6.2. Cross-Border Data Transfer (Consent):

  • Customer acknowledges that some services (e.g., Azure-based VPS) may be hosted in data centers outside of Egypt, such as in Germany.
  • By purchasing these specific services, the Customer provides explicit, clear, and unambiguous consent for their data to be transferred to, stored in, and processed in that foreign jurisdiction.

6.3. Backups: KMTeam LLC may provide backup services as an optional, non-guaranteed add-on. The Customer remains solely responsible for maintaining their own independent backups. KMTeam LLC is not liable for any lost data.

6.4. Data Breach Notification: In the event KMTeam LLC becomes aware of a personal data breach, it will notify the competent Data Protection Authority and affected customers in accordance with the timelines and requirements of Egyptian Data Protection Law No. 151 of 2020.

6.5. Data Retention (Egyptian Cybercrime Law):

  • Customer Data (Files): Upon termination of an account, all active customer data (website files, databases) will be permanently deleted after 30 days.
  • Mandatory Log Retention: In compliance with Egyptian Cybercrime Law No. 175 of 2018, KMTeam LLC will retain account information and traffic logs for 180 days (six months) for the purpose of cooperating with law enforcement upon a valid legal order.

7. Limitation of Liability and Disclaimers

7.1. Disclaimer of Warranties: Except for the 99.99% uptime SLA, all services are provided "as-is" and "as-available." KMTeam LLC disclaims all other warranties, express or implied, including but not limited to merchantability and fitness for a particular purpose.

7.2. Limitation of Liability (Cap): KMTeam LLC's total aggregate liability for any and all claims arising from this Agreement shall not, under any circumstances, exceed the total amount of fees the Customer paid to KMTeam LLC in the one (1) month immediately preceding the event that gave rise to the claim.

7.3. Exclusion of Consequential Damages: In no event shall KMTeam LLC be liable for any indirect, incidental, special, or consequential damages, including but not limited to:

  • Lost profits
  • Lost data
  • Business interruption
  • Cost of procuring substitute services

8. Term, Termination, and Suspension

8.1. Term:

  • Recurring Services: The term begins on the date of successful payment and lasts for the period selected (e.g., 1 month or 1 year).
  • One-Time Services: The term is defined in the separate SOW.

8.2. Renewal: Recurring Services will automatically renew for an equivalent period if the Customer has "auto-pay" enabled.

8.3. Cancellation by Customer:

  • Customer may cancel the auto-renewal at any time before the next renewal date by disabling auto-pay or contacting support.
  • Customer may only terminate the Agreement early (mid-term) if KMTeam LLC is in material breach of this Agreement and fails to cure such breach within a reasonable time after receiving written notice.

8.4. Suspension by KMTeam LLC: KMTeam LLC may suspend service immediately for:

  • Non-payment (after the 3-day grace period).
  • Violation of the AUP or any term of this Agreement.
  • A customer-initiated payment chargeback.
  • High resource usage (as per Section 5.4).

8.5. Termination by KMTeam LLC: KMTeam LLC may terminate this Agreement immediately for:

  • Any AUP violation.
  • Non-payment that persists for more than 30 days post-suspension.
  • A customer-initiated payment chargeback.

9. Governing Law and Dispute Resolution

9.1. Governing Law: This Agreement shall be governed by and construed in accordance with the laws of the Arab Republic of Egypt.

9.2. Dispute Resolution:

  • Step 1: Informal Negotiation: In the event of a dispute, the parties agree to first attempt to resolve it through good-faith informal negotiation for a period of thirty (30) days.
  • Step 2: Competent Court: If informal negotiations fail, the parties agree to submit to the exclusive jurisdiction of the Cairo Economic Court for the resolution of the dispute.

10. General Provisions

10.1. Amendments: KMTeam LLC may modify these Terms at any time. We will provide at least 30 days' notice of any material changes. Continued use of the service after such notice constitutes acceptance of the new Terms.

10.2. Severability: If any provision of this Agreement is found to be unenforceable or invalid, that provision will be limited or eliminated to the minimum extent necessary so that this Agreement will otherwise remain in full force and effect.

10.3. Entire Agreement: This Agreement, together with any applicable SOWs or Order Forms, constitutes the entire agreement between the parties and supersedes all prior or contemporaneous understandings.

10.4. Force Majeure: Neither party shall be liable for any failure to perform its obligations due to causes beyond its reasonable control, including but not limited to acts of God, war, terrorism, national-level utility failures, or government action.