Service Agreement

This agreement sets out the general service relationship between Civema Hosting ve Bilişim Teknolojileri A.Ş. (“Civema”) and the individual or legal entity ordering services (“Customer”). Civema’s address is Yenigün Mah. Kızılırmak Cad. No:22 İç Kapı No:47, Muratpaşa / Antalya, Türkiye. Contact: [email protected]; +90 242 606 26 02.

1. Services and scope

For web hosting, reseller hosting, VDS/VPS, dedicated or cloud servers, domains, SSL and business email, the selected plan’s specifications, limits, billing period and add-ons are set out in the order summary. Product descriptions and any agreed special terms define the service scope.

2. Orders and delivery

Services are activated within a period appropriate to the product after payment and required checks are completed. Delivery times may be communicated separately for custom setups, licences or third-party approvals. Access details are provided through the client area or registered contact channel.

3. Fees, currency and renewals

Fees, taxes, currency, billing period and additional charges are displayed before ordering. When selecting a different payment currency, check the amount shown at checkout. Changes to renewal pricing are communicated before the new term. Existing statutory and contractual rights for the current term are preserved.

4. Administration and support

Support depends on the service purchased. Unless explicitly sold as managed, server operating systems, applications, licences and software updates are administered by the customer. Submit support requests through the client area with the relevant service identified. No specific deployment time, response time or uptime commitment applies unless stated in the product or a separately agreed service level.

5. Customer responsibilities

Customers must keep details current, protect access credentials and comply with the Terms of Use and applicable law. Customers are responsible for rights and licences relating to hosted content and installed software. Illegal content, spam, attacks and unauthorised access are prohibited.

6. Backups and data

Where backup services are expressly included, their frequency, scope and retention follow the product terms. Customers should also keep current independent backups. Export required data before cancellation, expiry, reinstallation or deletion. Records that must legally be retained are handled separately.

7. Suspension, termination and refunds

Non-payment, serious security risks, misuse or legal obligations may lead to restrictions or termination. Notice and an opportunity to remedy are provided where appropriate. Cancellation and refund requests are assessed under the Cancellation and Refund Policy and mandatory law. This agreement does not remove statutory consumer rights.

8. Privacy, liability and disputes

Personal data is handled under the Privacy Policy and applicable notices. Liability is determined by applicable law; mandatory rights and liability that cannot lawfully be excluded remain unaffected. Customers retain access to competent consumer dispute bodies, courts and other authorities under applicable legislation.