Part 1 — Web Hosting
A.1 Service Scope
Hosting comprises the following bundled services, as specified in the plan you ordered (Standard, Business, Plus, Kasi, or any successor plan):
- Shared web hosting on a cPanel-managed NVMe/SSD server cluster, with the disk, RAM, vCPU, and bandwidth allocation stated for your plan.
- Business email (IMAP/SMTP/POP3) with webmail, SpamAssassin, and Roundcube — up to the account limit stated for your plan.
- Free AutoSSL certificates for every domain pointed at the account.
- One-click installers (Softaculous) for WordPress, Joomla, LAMP stacks, and 200+ other applications.
- Weekly off-server backups (see §A.7).
- WhatsApp + ticket support during business hours.
Domain registration is covered by Part 2 — Domains of this Schedule (§A.13 onwards), even when ordered in the same cart as hosting.
A.2 Resource Limits & Fair Use
Shared hosting is a multi-tenant environment. To keep the cluster healthy for all customers, the following limits apply:
- Disk & bandwidth: as stated for your plan. "Unlimited" or "metered fair-use" means you may use as much as you reasonably need for a single business website plus its email and incidental files — typically up to the published "soft cap" before we contact you.
- Inodes (file count): 500,000 per plan, regardless of disk allocation. Exceeding this slows backups for the whole cluster.
- Concurrent processes: typically 25 simultaneous PHP processes per account. Higher tiers permit more — see your cPanel resource page.
- CPU / RAM: capped per plan via LVE (CloudLinux). Sustained high CPU may cause temporary throttling and a notification email.
If you exceed any limit consistently, we will contact you to discuss an upgrade. We do not throttle without notice except where doing so is required to keep the cluster up for other customers (e.g., a runaway script).
Prohibited on shared hosting (must be moved to Netpoa Cloud VPS):
- Bulk-email broadcasting, marketing campaigns, newsletter blasts (use SanyaSMS for SMS or a dedicated transactional-email provider).
- Crypto-mining, cryptocurrency nodes, blockchain validators.
- Public file-sharing, torrent trackers, large public download mirrors.
- Game servers, MMO backends, public IRC servers.
- Long-running background processes (workers) that don't pause when idle.
- VPN endpoints, public proxy services, Tor exit nodes.
Full prohibitions are in the Acceptable Use Policy.
A.3 Uptime SLA
We target 99.9% monthly uptime for hosting (≤ 43.8 minutes of unplanned downtime per month). The general SLA exclusions in Master §8 apply. If we miss the SLA in a given calendar month, you may request a service credit equal to:
- 10% of that month's fee for the affected plan if uptime is between 99.0% and 99.9%.
- 25% of that month's fee if between 95.0% and 99.0%.
- 50% of that month's fee if below 95.0%.
Credits are applied to your next invoice. Credit requests must be filed within 30 days of the month-end at info@netpoa.com with the affected URLs and approximate downtime windows.
How to verify downtime windows: our public status page at status.netpoa.tz records the real-time health of every Netpoa hosting server, DNS surface, and the apex marketing site. When filing a credit request, reference any incident windows shown there — that is the same dataset we use when calculating credits.
A.4 Billing & Renewal
Hosting is billed in advance per Master §4. Available billing cycles:
- Annual (default — discounted)
- Quarterly (where offered)
- Semi-annual (where offered)
Hosting renews automatically at the end of each cycle unless cancelled. A renewal reminder is sent 14 days before the due date with the renewal invoice. Failure to receive the reminder does not extend the grace period — keep your account email current.
A.5 Refunds — 30-day Money-Back
For first-time hosting orders on annual plans, we offer a 30-day money-back guarantee from the activation date, subject to the conditions in Refund Policy. The refund covers the hosting fee only — domain-registration fees, dedicated-IP add-ons, paid SSL upgrades, and migration labour are non-refundable.
For renewals, monthly plans, and quarterly plans: payments are final once processed. Cancellation in mid-cycle does not generate a pro-rated refund (Master §5.1).
A.6 Suspension & Deletion Clock
If a renewal invoice remains unpaid past its due date, the following timeline applies:
| Billing cycle | Grace period | Then suspension | Then deletion |
|---|---|---|---|
| Monthly | 3 days past due | Account suspended (site offline) | 3 days after suspension |
| Quarterly | 5 days past due | Account suspended (site offline) | 7 days after suspension |
| Annual | 7 days past due | Account suspended (site offline) | 14 days after suspension |
During the suspension window your data is preserved but inaccessible — payment of the renewal invoice reactivates the account automatically (typically within minutes). After deletion, the account is wiped at the infrastructure level and cannot be recovered from our side.
An immediate suspension (no grace period) may apply for AUP violations, regulatory order, or imminent security threat (Master §5.2).
A.7 Backups
We take off-server backups weekly on rotation. Live-account access and backup retention are governed by two different clocks:
| Window | What it covers | Restoration cost |
|---|---|---|
| While the account is active | You can ask us to restore any individual file / database / mailbox from the most recent backup. | Free — one restore per incident; see §A.12 for additional restores in the same month. |
| During the suspension window (after non-payment, before deletion — see §A.6) | Same as above. Pay the invoice and the restore is part of reactivation. | Free. |
| After the live account is terminated, but within 30 days of termination | Off-server backups continue to exist for 30 days after live deletion. We can restore the last good backup taken before termination — best-effort, as a fresh cPanel account on the same shared cluster. | Account restoration fee applies — see §A.12. The current renewal invoice must also be paid before the restored account goes live. |
| After 30 days from termination | Backup tapes are purged on a 30-day rotation. No copy of the data exists on our side after this point. | Not possible — no recovery path. |
Important caveats on post-termination restoration:
- The 30-day backup window is a retention ceiling, not a guarantee. If the last backup before deletion was already old, the restored data will be as old as that last backup.
- Restoration is to a fresh cPanel container on shared infrastructure — DNS records pointing to the old IP will need to be re-pointed, and any add-ons must be re-purchased.
- Restoration requires the registered account owner to request from the email on file at termination, and to settle any outstanding balance.
- You should keep your own backups too. Our backups are a courtesy; the canonical disaster-recovery plan is yours. We recommend a Netpoa Cloud Storage Box or an external service.
A.8 Email-Specific Rules
Hosting includes IMAP/SMTP/POP3 email at your registered domain. Limits and rules:
- Outbound rate limit: 500 messages/hour per account by default. Higher limits available on request after a brief sender-reputation review.
- No bulk marketing email: shared-IP reputation breaks for all customers if one account sends a campaign. Use a dedicated transactional-email provider or move to a Netpoa Cloud VPS with your own IP and warm-up.
- SPF, DKIM, DMARC: pre-configured for every new account. Do not remove these DNS records — doing so causes your outbound mail to be rejected by Gmail, Yahoo, and Outlook.
- Anti-spam scanning: SpamAssassin is enabled by default. You may tune thresholds in cPanel.
- Mailbox size: capped per plan. Once full, new mail bounces — set up POP3 to archive locally or upgrade.
- Email account count: per plan limit. Aliases and forwarders are unlimited within the inode cap (§A.2).
A.9 Customer Responsibilities
In addition to Master §3 (account security) and the AUP, on shared hosting you specifically agree to:
- Keep your application code secure. Outdated WordPress / Joomla / PHP code is the #1 cause of compromise on shared hosting. We auto-update cPanel and the PHP runtime; you are responsible for your CMS and plugins.
- Respond to abuse / compromise notices within 24 hours. If we detect malware, phishing pages, or outbound spam from your account, we will email you and may suspend if not remediated. Repeated compromise may forfeit refund eligibility.
- Verify payment instructions out-of-band. If your hosted mailbox is compromised and used to send fraudulent payment instructions (e.g., a fake "pay this new account" email to your accounts team), that loss is yours, not ours. Always confirm wire/payment changes by phone or in person — email account compromise (BEC) is excluded from our liability even where the mailbox is one we host.
- Not resell shared hosting to unrelated third parties unless you hold a reseller plan. Hosting your own multi-brand sites is fine; reselling space is not.
- Comply with Tanzanian content law — including DMCA, libel, and EPOCA requirements. You are responsible for the legality of content you publish.
A.10 Migration Assistance
For first-time orders we offer free migration from another host (cPanel-to-cPanel, or WordPress / Laravel / Drupal site moves). To accept, send your old host's login credentials to info@netpoa.com after activation. Migration excludes:
- Custom server configurations that don't translate to cPanel.
- Database schema changes or application-code rewrites.
- Egress fees the source provider charges — those remain your responsibility.
Most migrations finish within the same business day.
A.11 Transfer-Out & Final Export
You may move away from Netpoa at any time. Migrating your data out is your responsibility, normally handled by your destination host's migration team — this is industry-standard practice.
A.11.1 Your access while the account is active
As long as your account is active and not suspended, you have full cPanel access (including "Backup" / "Backup Wizard" — generate a full .tar.gz at any time, free), SSH / SFTP, phpMyAdmin, and DNS-record control. These are the tools migration teams use; we don't need to be in the loop.
A.11.2 If your account is suspended
The underlying suspension reason must be resolved first — pay the invoice (auto-restores in minutes), cure the AUP violation, or cooperate with the regulator. We do not grant temporary cPanel access "just for the migration" while a suspension is in force.
A.11.3 If your account has been deleted
If your account passes the deletion deadline in §A.6, the data is gone. There is no recovery from our side. Your own off-site backup is the only recovery path.
A.11.4 What we will do
Keep cPanel accessible for the duration of your active subscription, release domains you registered with us (§A.17), and confirm cancellation in writing when you tell us migration is complete. Send the cancellation to info@netpoa.com from your registered admin email.
A.12 Service Fees Schedule
Standard plan pricing is published at netpoa.tz/hosting. Ancillary fees where work is requested:
| Service | Fee (TZS) | Notes |
|---|---|---|
| Reactivation after suspension | No fee | Paying the overdue invoice reactivates automatically. |
| Data restore (within suspension window) | No fee | One restore per incident. |
| Additional restore in same month | 25,000 | Per restore. |
| Account restoration after termination (within 30 days) | Tiered by disk — see §A.12.1 | Outstanding renewal invoice must also be settled. Best-effort — see §A.7. |
| Recovery after the 30-day window | Not available | Backup tapes purged. No recovery path. |
| Migration to Netpoa from another host | No fee | Standard cPanel / CMS migrations only — see §A.10. |
| Dedicated IPv4 address | Quoted on request | Subject to IPv4 availability and registry approval. |
| Manual cleanup of malware compromise | From 50,000 | Quoted per incident. Best-effort. |
A.12.1 Post-termination restoration fee — tiered by disk usage
The flat-rate row above resolves to one of the tiers below based on the disk space your account was using at termination. Larger accounts take longer to locate, read, and verify, so the fee scales with that work.
| Disk used at termination | Restoration fee (TZS) | Typical plan tier |
|---|---|---|
| Up to 10 GB | 50,000 | Starter |
| 10.01 – 25 GB | 100,000 | Business |
| 25.01 – 75 GB | 200,000 | Pro |
| Over 75 GB | 350,000 base + 5,000 / GB above 75 GB | Custom |
The restoration fee is separate from, and in addition to, the outstanding renewal invoice and the next billing cycle's hosting fee. Choosing to abandon a renewal and come back later is more expensive than paying on time — by design.
All ancillary fees are quoted in TZS, exclusive of VAT, and added to your next invoice unless paid upfront.
Part 2 — Domains
This Part governs domain registration, renewal, and transfer through Netpoa. Many obligations are imposed by the upstream registry (ICANN for generic TLDs, tzNIC for .tz) and are non-negotiable — we pass them through to you.
A.13 Domains — Service Scope & TLDs Offered
Through Netpoa you may register, renew, or transfer domain names in:
- Tanzania local TLDs:
.tz,.co.tz,.or.tz,.ac.tz,.go.tz,.sc.tz,.ne.tz,.mil.tz,.hotel.tz— registered through tzNIC, where we are an accredited registrar. - Generic TLDs:
.com,.net,.org,.info,.biz,.africa, and 200+ others — through ICANN-accredited upstream registrars. - Country-code TLDs (selected):
.ke,.ug,.rw,.cd,.us,.uk— subject to each registry's eligibility rules.
Netpoa Limited acts as registrar (or via an upstream registrar); you are the registrant. We are your administrative agent but not the owner of your domain.
A.13.1 Free WHOIS lookup tool
Before you register, transfer, or buy out a domain, check its public WHOIS record at whois.netpoa.com — useful for confirming a domain's current registrar before a transfer-in, checking redemption status before bidding on a lapsed domain, or verifying your own registration details. The tool reads publicly-available registry data and stores nothing.
A.14 Registration & Registry Rules
A.14.1 Accuracy Obligation
You agree to provide accurate, current, complete WHOIS data for the registrant, administrative, technical, and billing contacts, and to keep it current. Providing false WHOIS data is a basis for the registry to suspend or cancel the domain.
A.14.2 Registry Terms Bind You
By registering a domain you agree to the relevant registry's published policies and statutory framework, including — for .tz — the TCRA Electronic and Postal Communications (Domain Names Management) Regulations 2020 (GN No. 940), as amended 2023, the TCRA Second-Level Domain Guidelines (in force 1 March 2022), the Dispute Resolution Guidelines, the Reserved Names List, and the WHOIS Terms of Use (full list in §A.24); and — for gTLDs — ICANN's Registrant Rights & Responsibilities, the UDRP, and each registry-of-record's policies. Current .tz policies are at karibu.tz/regulations.
A.14.3 Eligibility Checks
Restricted TLDs require proof of eligibility (e.g., accreditation letter for .ac.tz, government appointment for .go.tz, hotel licence for .hotel.tz). We request this at order time. Failure to provide it within 7 days cancels the order and refunds the registration fee (this is the one case where a domain fee is refunded).
A.14.4 Reserved & Restricted Names
TCRA maintains a published Second Level Reserved Names List. Government-related names, Internet-infrastructure names (www.tz, com.tz, etc.), and names of 1–3 characters are not available — the minimum public .tz SLD length is four characters. Reserved-name orders are rejected at the registry and any pre-paid fee refunded under §A.20.
A.15 Renewal & Expiry
Domains register for 1–10 years (10-year max is an ICANN rule for gTLDs). We send renewal reminders at 30 days, 7 days, and 1 day before expiry to your account email; failure to receive them does not extend the registry's clock. Enable auto-renew in your portal to charge your payment method 14 days before expiry. If a domain expires unrenewed, its website + email go offline immediately (DNS retracted at the registry) and it enters the redemption grace period (§A.16).
A.16 Redemption Grace Period
Most TLDs have a redemption grace period after expiry during which you may still recover the domain — typically ~30 days renewal grace then ~30 days redemption (redemption fee applies). Recovering during redemption incurs a registry redemption penalty on top of renewal (typically USD 80–200 for gTLDs billed in TZS; set by tzNIC for .tz). Once released to the public pool, anyone can register the domain — renewing within the grace period is always cheaper than recovering after release.
A.17 Transfer-In & Transfer-Out
A.17.1 Transfer-In (to us)
Unlock the domain at your current registrar, obtain the auth/EPP code, initiate the transfer at netpoa.com (transfers add ≥1 year), and approve the authorisation email within 5 days. gTLD transfers typically complete in 5–7 days. .tz family transfers complete instantly at the registry — allow up to 1 hour for the renewal date and status to synchronise in your client area.
A.17.2 Transfer-Out (from us)
You may transfer away at any time, and we charge no exit fee. Transfer-out is self-service: request the auth/EPP code yourself from your client area — available for both .tz family and international domains. The code is emailed to the registrant contact on the domain, so before requesting it, make sure your domain contact details are correct and up to date — and if the email doesn't arrive within a few minutes, check your spam folder.
Contact support if the self-service route fails: the request errors, the EPP code hasn't reached your email after checking spam, or you're unable to update the domain's contact records yourself. Registry-imposed locks (60-day after new registration / transfer / registrant-name change) may delay the gaining registrar's attempt until the lock lifts.
A.18 WHOIS & Registrant Information
For gTLDs, registrant name/email/country are typically published in public WHOIS per ICANN policy (with regional redactions). For .tz, publication follows the TCRA WHOIS Terms of Use. WHOIS privacy is available free on most gTLDs (not on .tz family). You are the registrant of record and legal owner — make sure it's listed in the name of the actual owner, not a web designer or staff member.
A.19 Domain Disputes
gTLD disputes follow ICANN's UDRP; .tz disputes follow the TCRA Domain Name Dispute Resolution Guidelines. A .tz domain under a dispute proceeding cannot be transferred until it concludes. Netpoa Limited is not a party to domain disputes — we comply with a registry order, arbitration result, or court order, but do not adjudicate. Consult a lawyer or the registry directly.
A.20 Domain Refunds — Not Available
Domain registration, renewal, transfer, and redemption fees are non-refundable — the moment we register or renew, we've paid the registry on your behalf and that money is gone. Limited exceptions: a registration that fails at the registry (name taken between cart and checkout, eligibility rejection) is refunded in full; and if we caused a renewal failure through our own error and the domain expired, we recover or re-register it at our expense.
A.21 DNS Hosting
Free DNS hosting on our anycast nameservers for any domain registered with us. You may point at external nameservers (Cloudflare, Route 53) any time — the domain remains yours. Record changes propagate to our nameservers within seconds; global cache depends on each resolver's TTL.
A.22 Suspension & Termination by Registry
A registry may suspend, transfer, or cancel a domain for reasons outside our control — WHOIS verification failure, court / regulatory / law-enforcement order, UDRP or tzNIC arbitration result, trademark conflict, false registration data, or prohibited use (e.g., CSAM — instant takedown everywhere). We notify you immediately on receiving such an order. We are not liable for losses arising from registry-initiated action — those flow from the registry's own policies you agreed to under §A.14.2.
A.23 Domain Fees Schedule
For .tz family domains, retail prices are set by tzNIC / TCRA under the Domain Names Management Regulations (as amended). Standard regulated prices:
.tz domain type | Registration (1 yr) | Renewal (1 yr) |
|---|---|---|
Second-level .tz (e.g. example.tz) | TZS 100,000 | TZS 100,000 |
Third-level — .co.tz, .or.tz, .ac.tz, .go.tz, .ne.tz, .mil.tz, .hotel.tz | TZS 25,000 | TZS 25,000 |
.sc.tz (registered schools) | TZS 12,000 | TZS 12,000 |
Offers. The figures above are the standard tzNIC-regulated retail prices. If the price at checkout is lower, that's a promotional offer from us for that order — we never charge above the regulated price.
Non-.tz TLDs are priced at registry wholesale plus our margin, shown live at order time. Indicative: .com registration from TZS 43,000/yr; transfer-in equals 1-year renewal (adds 1 year); transfer-out free; redemption recovery USD 80–200 (billed in TZS, varies with FX); WHOIS change free (may trigger 60-day lock).
A.24 Appendix — tzNIC Governing Documents
The TCRA / tzNIC instruments that govern .tz registrations (incorporated by reference) are published at karibu.tz/regulations. They include the Domain Names Management Regulations 2020 (GN No. 940) and 2023 amendment, the Second-Level Domain Guidelines, the Dispute Resolution Guidelines, the Priority Status T&Cs (window closed 30 June 2022), the Reserved Names List, the Central Registry Access Technical Specification, and the WHOIS Data and Services Terms of Use. As an accredited registrar, Netpoa Limited is bound by all of these and passes through to you the obligations that apply to registrants. If the version published by TCRA differs from references here, the published TCRA version prevails. Can't access a document? Email info@netpoa.com for a copy.