Terms of Service · MenaHost

These Terms of Service (the “Terms”) govern your use of the website menahost.net and of every service provided by MenaHost (“MenaHost”, “we”, “us”): game servers, bot hosting, web hosting, VPS, domain names and custom development (the “Services”). By creating an account, placing an order or using a Service, you (“the Client”) accept these Terms in full. If you do not accept them, do not use the Services.

Definitions

Account: the personal client area you create on menahost.net.
Service: any product ordered from MenaHost (server, hosting plan, VPS, domain, development project).
Wallet: the prepaid balance attached to your Account, used to pay invoices.
Billing cycle: the period paid in advance for a Service (monthly, quarterly, semi-annual, annual…).
Panel: the control panels used to manage Services (MenaHost client area, CyberPanel, Pterodactyl).

Eligibility and your account

You must be at least 18 years old, or have the consent of a parent or legal guardian, and have the legal capacity to enter into a contract.
The information you provide (name, e-mail, phone, address, company and tax details) must be accurate, complete and kept up to date. Invoices are issued with this information.
You are responsible for keeping your passwords secret and for all activity on your Account and Panels. Enable two-factor authentication whenever possible.
One person or company may hold several Services, but Accounts may not be shared, resold or transferred without our written consent.
Your hosting panel accounts (CyberPanel, Pterodactyl) are created for you and are personal; they follow the same rules as your MenaHost Account.

Orders and activation

An order is placed when the corresponding invoice is paid from your Wallet.
Some Services are reviewed and activated manually by our team. Activation usually happens within 24 hours; you receive an e-mail once the Service is ready.
We may refuse or cancel an order, in particular in case of incorrect information, suspected fraud, unavailable resources or a breach of these Terms. Any amount paid for a refused order is credited back to your Wallet.
Web hosting is provided for the domain name given at order. You must own that domain or be authorised by its owner.

Prices, wallet and payment

Prices are shown in Tunisian dinars (TND), excluding VAT unless stated otherwise. VAT at the legal rate (currently 19%) and the stamp duty (timbre fiscal) are added to each invoice where applicable.
Services are paid in advance from the Wallet. The Wallet is topped up by bank transfer (RIB) or D17; a top-up is credited once our team has verified the payment.
Wallet credit cannot be transferred between accounts, refunded or withdrawn; it can only be used to pay for MenaHost Services.
When your Wallet holds enough credit, pending invoices may be paid automatically.
We may change our prices at any time. New prices apply to new orders and to the next renewal of existing Services; you will be informed in advance by e-mail or in your client area.

Renewals and overdue invoices

A renewal invoice is issued before each due date (currently 7 days before) and reminders are sent by e-mail.
If the renewal invoice is not paid on its due date, the Service may be suspended after 3 days and terminated after 14 days, as configured in our billing system.
Termination permanently deletes the Service and all its data (files, databases, e-mails, backups). We are not able to recover data after termination.
A suspended Service is reactivated automatically once the overdue invoice is paid.

Cancellations and refunds

You can request the cancellation of a Service from your client area, either at the end of the current Billing cycle or immediately.
Periods already started are not refunded. Setup fees, domain registrations and renewals, and work already delivered on development projects are non-refundable.
When you move to a cheaper plan, any remaining credit is added to your Wallet, never paid out.
Where MenaHost cannot deliver a Service it has accepted, the amount paid for the undelivered period is credited to your Wallet.

Acceptable use policy

You are fully responsible for the content, software and traffic of your Services. The following are strictly forbidden:

Any content or activity that is illegal under Tunisian law or the law of the country where it is accessed.
Phishing, fraud, scams, fake shops, identity theft, or collecting personal data without consent.
Malware, viruses, ransomware, botnets, command-and-control servers, exploit kits or cracking tools.
Attacks on any network or system: DDoS, flooding, port scanning, brute-force, vulnerability scanning of third parties, intrusion attempts.
Sending spam or unsolicited bulk e-mail, operating open mail relays, or buying/using e-mail lists.
Cryptocurrency mining, unless explicitly allowed by your plan.
Open proxies, public VPN/Tor exit nodes, IRC bots or networks used for abuse.
Content infringing copyright, trademarks or other intellectual property rights (pirated software, films, music, game files or leaked plugins).
Child sexual abuse material, which is reported immediately to the authorities, as well as content promoting terrorism, violence or hatred.
Pornographic or adult content without prior written agreement from MenaHost.
Reselling Services without a reseller agreement.

We may suspend a Service immediately, without notice and without refund, when it threatens the security or stability of our infrastructure, other clients or third parties, or when we receive a justified complaint or a request from the authorities.

Game servers

You must respect the license and EULA of the game you host (for example the Minecraft EULA, Rockstar/Cfx.re terms for FiveM).
Mods, plugins and maps must come from legal sources. Leaked or pirated resources are forbidden.
Resources (RAM, CPU, disk, slots) are those of your plan. Processes that degrade the node (crash loops, abusive CPU usage) may be limited or stopped.
DDoS protection is provided on a best-effort basis and cannot guarantee protection against every attack.

Discord and bot hosting

Bots must comply with the Discord Terms of Service and Developer Policy, and with the rules of any platform they connect to.
Self-bots, raid tools, mass DM tools, token grabbers and spam bots are forbidden.
You are responsible for the data your bot collects and for protecting your tokens and API keys.

Web hosting and e-mail

Each plan includes the disk space, bandwidth, databases, e-mail accounts and other resources described on its page.
You must keep your website, CMS (WordPress, etc.), themes and plugins up to date. A compromised website may be suspended until it is cleaned.
E-mail is for normal personal or business use. Hourly sending limits may apply to protect our servers’ reputation.
Free SSL certificates can be issued once your domain points to our servers.

VPS

With a VPS you have full administrative access and you are solely responsible for its security, updates, firewall, software and backups.
MenaHost does not manage the operating system or applications on a VPS unless a managed service has been ordered.
Any VPS used for abuse (see the acceptable use policy) is suspended immediately.

Domain names

Domains are registered on your behalf with the competent registries (for example ATI for .tn) and remain subject to their policies.
You must provide accurate and up-to-date owner (WHOIS) information. Incorrect information may lead to the suspension or loss of the domain.
Domain fees are non-refundable once the registration or renewal has been submitted to the registry.
You are responsible for renewing your domains on time. An expired domain may be lost or charged a redemption fee by the registry.
Transfers are processed according to the registry’s rules; an authorization (EPP) code may be required.

Custom development projects

Each project starts with a quote. The accepted quote defines the scope, price, milestones and deadlines.
Milestones are invoiced as they are reached. Work on the next milestone may start once the previous invoice is paid.
Changes outside the accepted scope are quoted separately.
Intellectual property rights on the delivered work are transferred to the Client after full payment of the project. MenaHost may reuse its generic tools, libraries and know-how.
Delays caused by missing content, feedback or access from the Client extend the deadlines accordingly.

Resources and fair use

“Unlimited” features, where offered, are subject to fair use for a normal website or server of the same type.
If a Service uses an abnormal share of shared resources (CPU, RAM, I/O, bandwidth), we may limit it, ask you to optimise it or offer a more suitable plan.

Backups and your data

You remain the owner of your data and are responsible for keeping your own copies.
Backups made by MenaHost, when included, are provided on a best-effort basis and are not guaranteed.
Download your data before cancelling a Service: once terminated, it is permanently deleted.

Security

Use strong, unique passwords and keep your software up to date.
Tell us immediately at the contact address below if you suspect unauthorised access to your Account or Services.
We may take urgent measures (blocking an IP, suspending a process or a Service) to protect the infrastructure, and will inform you as soon as possible.

Availability and maintenance

We target 99.9% availability of our infrastructure, without this being a contractual guarantee.
Planned maintenance is announced in advance when possible. Urgent maintenance may happen without notice.
MenaHost is not responsible for outages caused by third parties (data centres, network carriers, registries, game publishers, Discord…) or by force majeure.

Support

Support is provided through tickets in your client area, in Arabic, French and English.
Support covers our infrastructure and the operation of the Services. Help with your own code, website or game configuration is provided on a best-effort basis or as a paid development service.
Insulting or abusive behaviour towards our team may lead to the closure of the Account.

Privacy

We process your personal data to provide the Services, invoice them and meet our legal obligations, as described in our Privacy Policy. We never sell your data. We only access the content of your Services when it is needed for support, security or to comply with the law.

Intellectual property

The MenaHost name, logo, website and software remain the property of MenaHost. You may not use them without our written authorisation. You keep all rights on the content you host with us.

Liability

The Services are provided “as is”. MenaHost is bound by an obligation of means, not of result.
MenaHost is not liable for indirect damages such as loss of profit, revenue, data, players or reputation.
Our total liability for any claim is limited to the amounts you paid for the Service concerned during the three (3) months before the event.
You agree to indemnify MenaHost against any claim from a third party resulting from your use of the Services or from a breach of these Terms.

Suspension and termination by MenaHost

In case of a serious breach of these Terms, non-payment, fraud, abuse or at the request of a competent authority, MenaHost may suspend or terminate the Services and close the Account, without refund of the current period. Except in urgent cases, you are informed by e-mail.

Changes to these Terms

We may update these Terms to reflect changes in our Services or in the law. The date of the last update is shown at the top of this page. Significant changes are announced by e-mail or in your client area; continuing to use the Services after a change means you accept the new Terms.

Governing law and disputes

These Terms are governed by Tunisian law. In case of a dispute, we will first try to find an amicable solution: contact us through a support ticket. Failing an agreement, the competent courts of Tunis, Tunisia, have exclusive jurisdiction.

Contact

For any question about these Terms: open a ticket from your client area or write to [email protected].