These Terms and Conditions serve as a comprehensive legal agreement between the Company and its Customers, Partners, and users. They are essential for establishing clear expectations, protecting both parties' rights, and ensuring transparent business operations.
Understanding and accepting these terms is crucial for maintaining secure, efficient, and professional service delivery in the digital security industry. The Company welcomes feedback and updates these Terms and Conditions based on the feedback received when suitable to do so.
1. Definitions and Jurisdiction
This section establishes the key terms used throughout the document and defines the legal framework under which these terms operate. It's essential for ensuring clear communication and understanding of legal responsibilities between all parties involved.
1.1 Definitions
"The Company" refers to Trustico® by Red 16, Inc. and its subsidiaries.
"Customer" refers to any buyer, user, administrative contact, billing contact, technical contact, or any person, company, or entity associated with ordering, purchasing, or using products or services available through the Company website or other means.
"New Customer" refers to any Customer who has never previously placed an order or used the Company services.
"Existing Customer" refers to any Customer who has previously engaged with Company services.
"Partner" refers to any person, company, or entity that has signed up or agreed to become a partner, receives ongoing discounts or a negotiated pricing plan, or resells products and services through the Company website or other means.
"Trustico® Personnel" refers to employees, contractors, and authorized representatives of the Company who are qualified and authorized to perform technical services and support functions.
"SSL Certificate" refers to a digital certificate that authenticates website identity and enables encrypted connections.
"S/MIME Certificate" refers to a digital certificate that enables e-mail encryption and digital signing, authenticating e-mail sender identity and ensuring message integrity.
"S/MIME Validation" refers to the process of verifying control over an e-mail address for S/MIME Certificate issuance.
"Business Hours" refers to 9:00 AM to 10:00 PM Australian Eastern Standard Time (AEST), Monday through Friday, excluding public holidays in Queensland, Australia.
"Technical Documentation" refers to all guides, manuals, specifications, and other technical materials provided by the Company relating to its products and services.
"Certificate as a Service (CaaS)" refers to the Company's subscription-based SSL Certificate service that provides automated certificate lifecycle management, continuous monitoring, and real-time provisioning.
"Traditional SSL Certificate" refers to the Company's standard SSL Certificate products that require manual installation, management, and renewal processes.
"CaaS Activation" refers to the automated process of provisioning and deploying a CaaS subscription, which typically occurs in real-time upon purchase completion.
"CaaS Subscription Period" refers to the contracted duration for which CaaS services are provided, typically billed on a monthly or annual basis.
"Trustico® Prepaid Credit" refers to prepaid account balance funds that can be applied to future purchases within 12 months of funding or issuance but cannot be withdrawn as cash or refunded to external payment methods.
"Discounted Pricing Agreement" refers to a negotiated pricing arrangement that provides Partners with preferential rates below standard retail pricing, typically requiring the use of Trustico® Prepaid Credit as a payment method.
"Refund Processing Fee" refers to the administrative and transaction costs associated with processing refunds, calculated as a percentage of both the original transaction amount and the refund amount.
1.2 Governing Law and Jurisdiction
These Terms and Conditions are governed by the laws of Queensland, Australia. The Customer and the Company submit to the exclusive jurisdiction of the courts of Queensland, Australia in respect of any dispute or legal proceedings arising from these Terms and Conditions or the use of any Company products or services.
If any provision of these Terms and Conditions is found to be invalid or unenforceable under Queensland law, the remaining provisions shall continue in full force and effect.
2. Service Provisions
This section outlines how the Company delivers its services and what Customers can expect from our product offerings. It provides clarity on service delivery methods, technical specifications, and performance standards to ensure transparency in our business operations.
2.1 Products and Services
The Company provides its products and services under these Terms and Conditions, which constitute a binding agreement between the Company and the Customer. These terms protect both parties' interests and liability.
The Company enforces these terms to maintain the speed, power, performance, and reliability of all products and services, including those resold or rebranded to Customers. These Terms and Conditions are subject to change at any time.
The Company offers two primary SSL Certificate product types : Traditional SSL Certificates and Certificate as a Service (CaaS). Traditional SSL Certificates follow standard issuance and installation processes, while CaaS provides automated, subscription-based certificate management with real-time provisioning and continuous lifecycle management.
The Company also offers S/MIME Certificates for e-mail security, enabling encrypted communication and digital signatures. S/MIME Certificates are delivered electronically upon successful e-mail validation and are immediately usable upon issuance.
2.2 Digital Services and Delivery
The Company delivers services primarily through digital channels. SSL Certificates are delivered electronically through secure account dashboards (protected under our data protection policies outlined in Section 4.1) or via e-mail instructions upon SSL Certificate issuance.
API services enable automated SSL Certificate issuance and SSL Certificate management, subject to our SSL Certificate technical requirements and security requirements. SSL Certificate Technical Documentation and access credentials are provided upon API service activation.
2.3 Service Level Agreements (SLA)
The Company responds to Customer inquiries within 3 hours during Business Hours, with a maximum response time of 12 hours. SSL Certificates are issued within minutes of completing all SSL Certificate validation requirements.
SSL Certificate validation timelines vary depending on SSL Certificate type and information accuracy. For Premium Installation service delivery timelines, refer to Section 12.11 of these Terms and Conditions.
2.4 Certificate as a Service (CaaS)
This section defines the Company's subscription-based certificate management service and its operational framework. It establishes the automated nature of CaaS provisioning, clarifies the real-time activation process, and outlines the continuous service model that distinguishes CaaS from Traditional SSL Certificate products.
2.4.1 Service Description
CaaS provides automated SSL Certificate provisioning, installation, renewal, and management through a subscription model. The service includes real-time SSL Certificate deployment, automated renewal processes, continuous monitoring and alerts, and centralized certificate management dashboard access.
2.4.2 Subscription Activation
CaaS subscriptions activate automatically upon successful payment processing. Once activated, the service begins immediately and continues throughout the CaaS Subscription Period. Customers receive access credentials and service documentation via e-mail upon activation.
2.4.3 Continuous Service Model
Unlike Traditional SSL Certificates requiring manual renewal, CaaS operates on a continuous subscription basis. The service automatically renews SSL Certificates before expiration, maintains constant security coverage, and provides uninterrupted certificate protection throughout the subscription period.
3. Payment Terms
This section establishes the financial framework for all transactions, including pricing structures, payment methods, refund policies, and billing procedures. It ensures transparency in financial dealings and protects both the Company and Customer interests in monetary transactions.
3.1 Pricing and Payment
All prices are listed in United States Dollars (USD) unless explicitly stated otherwise. The Company reserves the right to modify pricing at any time, though changes will not affect orders already placed and paid.
3.1.1 Payment Methods
The Company accepts various payment methods including credit cards (Visa, MasterCard, American Express), debit cards with credit functionality, PayPal and other digital payment platforms, bank transfers for qualifying orders, and Trustico® Prepaid Credit for eligible accounts.
Partners with Discounted Pricing Agreements must use Trustico® Prepaid Credit as their exclusive payment method to maintain preferential pricing rates.
3.1.2 Payment Processing
All payments are processed immediately upon order placement. Orders remain pending until payment confirmation is received. Failed payments may result in order cancellation and service interruption.
3.2 Refund Policy
This subsection outlines the Company's comprehensive refund policy, including eligibility criteria, processing procedures, and associated fees. It ensures fair and transparent refund practices while protecting the Company from fraudulent claims.
3.2.1 No-Risk Refund Guarantee
New Customers may request a full refund for qualifying SSL Certificate products within thirty (30) days of purchase for any reason. A qualifying SSL Certificate is typically one purchased for a fully qualified domain name for the first time. This refund guarantee enables risk-free SSL Certificate testing and SSL Certificate installation.
3.2.2 Refund Eligibility
Refunds are available under the following conditions :
For New Customers : Within thirty (30) days of order for qualifying SSL Certificate products purchased for a fully qualified domain name for the first time.
For all Customers : SSL Certificates that have not been issued or fulfilled, SSL Certificates with validation failures beyond Customer control, and products with documented technical defects preventing intended use.
3.2.3 Refund Exclusions
Refunds are not available for :
Fulfilled SSL Certificate extended validation orders, discounted SSL Certificate orders, SSL Certificate products replaced free of charge, issued or completed SSL Certificate orders containing Premium Installation, SSL Certificate renewal orders, SSL Certificate subscription orders including CaaS, orders from Existing Customers or Partners unless explicitly agreed on a case-by-case basis, SSL Certificates that have been revoked (revocation itself does not constitute grounds for refund as it is a feature of an SSL Certificate), and S/MIME Certificates after successful e-mail validation and issuance.
3.2.4 Refund Processing Fees
For refunds processed outside the scope of the Company's No-Risk Refund Guarantee or standard refund eligibility criteria, the Company reserves the right to deduct a Refund Processing Fee from the refund amount. This fee compensates for transaction costs incurred by the Company and consists of :
A processing fee of approximately 4.5% of the original transaction amount to cover costs associated with the initial payment processing.
A processing fee of approximately 4.5% of the agreed refund amount to cover costs associated with the refund transaction processing.
The total Refund Processing Fee (combining both components) will be deducted from the final refund amount. This fee applies to all discretionary refunds granted outside normal refund policies, including but not limited to :
Refunds requested after the thirty (30) day guarantee period, refunds for non-qualifying products or services, refunds for Existing Customers or Partners where not normally eligible, special consideration refunds granted at the Company's sole discretion, and any other refunds processed as exceptions to standard refund policies.
The Company will clearly communicate the applicable Refund Processing Fee amount before processing any discretionary refund, allowing the Customer to accept or decline the refund terms.
3.2.5 Refund Process
To request a refund, Customers must :
Cancel the SSL Certificate or service through their account dashboard, submit a refund request through official support channels, provide order details and reason for refund request, and allow up to 10 business days for refund processing.
Refunds are processed to the original payment method unless otherwise agreed. Trustico® Prepaid Credit purchases are non-refundable and cannot be converted to external payment refunds.
3.2.6 Partner Refund Provisions
Partners operating under Discounted Pricing Agreements have additional refund considerations. Partner refunds may be subject to different terms based on their specific agreement. Volume discounts and preferential pricing may affect refund calculations. Partners should consult their specific agreement documentation for applicable refund terms.
3.3 Billing and Invoicing
This subsection addresses billing procedures, invoice generation, and payment record keeping. It establishes clear protocols for financial documentation and dispute resolution.
3.3.1 Invoice Generation
Invoices are generated automatically upon order placement and payment confirmation. Electronic invoices are delivered via e-mail to the billing contact specified during ordering. Customers can access historical invoices through their account dashboard at any time.
3.3.2 Recurring Billing
CaaS and other subscription services involve recurring billing at agreed intervals. Customers authorize automatic payment processing for subscription renewals. Billing occurs at the beginning of each subscription period. Failed recurring payments may result in service suspension or termination.
3.3.3 Billing Disputes
Billing disputes must be submitted within sixty (60) days of the transaction date. The Company will investigate legitimate billing concerns and provide resolution within 10 business days. Disputed charges do not suspend service obligations or payment requirements during investigation.
3.4 Currency and Taxes
This subsection clarifies currency conversions, tax obligations, and international transaction considerations.
3.4.1 Currency Conversion
International transactions may incur currency conversion fees charged by payment processors. The Company is not responsible for fluctuations in exchange rates or conversion fees. Refunds for international transactions are subject to current exchange rates at time of processing.
3.4.2 Tax Obligations
Prices exclude applicable taxes unless explicitly stated. Customers are responsible for all applicable taxes in their jurisdiction. The Company collects and remits taxes as required by law. Tax-exempt organizations must provide valid exemption certificates before ordering.
3.5 Trustico® Prepaid Credit Terms
This subsection defines the specific terms governing prepaid credit accounts and their usage restrictions.
3.5.1 Credit Purchase and Validity
Trustico® Prepaid Credit must be used within twelve (12) months of purchase or issuance. Unused credit expires without refund or compensation after the validity period. Minimum purchase amounts may apply based on account type and status.
3.5.2 Credit Usage Restrictions
Prepaid credit cannot be withdrawn as cash or transferred to external accounts. Credit cannot be transferred between Company accounts without explicit authorization. Promotional or bonus credits may have additional usage restrictions. Credits have no cash value and are non-refundable under all circumstances.
3.5.3 Partner Credit Requirements
Partners with Discounted Pricing Agreements must maintain minimum credit balances as specified in their agreements. Failure to maintain required credit levels may result in temporary suspension of discounted pricing. The Company may adjust minimum credit requirements with thirty (30) days notice.
4. Data Protection and Privacy
This section establishes comprehensive data protection protocols and privacy commitments. It defines how the Company collects, processes, stores, and protects Customer information while ensuring compliance with applicable data protection regulations.
4.1 Data Collection and Use
The Company collects only information necessary for service delivery and legal compliance. This includes contact information for communication and service delivery, technical data for SSL Certificate validation and issuance, billing information for payment processing, and usage data for service improvement and security monitoring.
4.2 Data Protection Measures
The Company implements industry-standard security measures to protect Customer data, including encryption of sensitive information in transit and at rest, access controls and authentication requirements, regular security audits and vulnerability assessments, and incident response procedures for potential breaches.
4.3 Third-Party Data Sharing
Customer data is shared with third parties only when necessary for service delivery to Certificate Authorities for validation and issuance, required by law or valid legal process, explicitly authorized by the Customer, or necessary to prevent fraud or security threats.
4.4 Data Retention
The Company retains Customer data according to legal requirements and business needs. SSL Certificate records are maintained per industry standards and regulations. Billing records are kept per financial regulations and tax requirements. Customers may request data deletion subject to legal retention obligations.
4.5 Customer Rights
Customers have the right to access their personal information held by the Company, request corrections to inaccurate data, object to certain data processing activities, and receive their data in a portable format where technically feasible.
5. Communication Policies
This section establishes protocols for all communications between the Company and its Customers, ensuring clear, professional, and timely information exchange.
5.1 Official Communications
The Company communicates with Customers primarily through e-mail to registered contact addresses, account dashboard notifications and messages, SMS for urgent security or service notifications, and published updates on the Company website.
Customers are responsible for maintaining current contact information and regularly checking designated communication channels.
5.2 Marketing Communications
Marketing communications are sent only to Customers who have not opted out. Customers may unsubscribe from marketing communications at any time. Service-critical communications cannot be opted out of while maintaining active services.
6. Force Majeure and Limitations
This section defines circumstances beyond the Company's control and establishes liability limitations to protect both parties' interests.
6.1 Force Majeure Events
The Company is not liable for failures or delays caused by circumstances beyond reasonable control, including but not limited to natural disasters and acts of God, war, terrorism, or civil unrest, government actions or regulations, pandemic or health emergencies, internet or telecommunications failures, and third-party service provider failures.
6.2 Liability Limitations
The Company's total liability for any claim is limited to the amount paid for the specific product or service in question. The Company is not liable for indirect, consequential, or punitive damages, lost profits or business opportunities, or data loss except where prohibited by law.
7. Intellectual Property Rights
This section protects the intellectual property of both the Company and its Customers while establishing usage rights and restrictions.
7.1 Company Intellectual Property
All Company trademarks, logos, and branding remain exclusive Company property. Technical Documentation and software are licensed, not sold, to Customers. Customers may not reproduce Company materials without written permission.
7.2 Customer Intellectual Property
Customers retain ownership of their content and data. The Company uses Customer content only as necessary for service delivery. Customers grant the Company limited license to use their trademarks for service provision.
8. Dispute Resolution
This section establishes procedures for resolving disagreements and conflicts between the Company and Customers.
8.1 Informal Resolution
Parties agree to attempt good-faith resolution of disputes before formal proceedings. Initial disputes should be raised through official support channels. The Company commits to investigating and responding to disputes promptly.
8.2 Formal Proceedings
If informal resolution fails, disputes are subject to the jurisdiction specified in Section 1.2. Parties may agree to mediation or arbitration as alternative dispute resolution. Each party bears their own legal costs unless ordered otherwise by the court.
9. Security Requirements
This section establishes security standards and requirements for all parties to maintain system and data integrity.
9.1 Customer Security Obligations
Customers must maintain secure passwords and access credentials, protect API keys and authentication tokens, promptly report suspected security incidents, and cooperate with security investigations and remediation efforts.
9.2 Shared Security Responsibility
Security is a shared responsibility between the Company and Customers. The Company secures its infrastructure and services, while Customers secure their accounts and implementations. Both parties must promptly notify the other of security concerns.
10. Account Management
This section defines account creation, management, and termination procedures.
10.1 Account Creation
Accounts require accurate and complete registration information. One account per Customer unless otherwise authorized. Business accounts require proof of authorization to act on behalf of the organization.
10.2 Account Maintenance
Customers must keep account information current and accurate, maintain security of login credentials, and promptly report unauthorized access. The Company may suspend accounts for security or compliance reasons.
10.3 Account Termination
Either party may terminate accounts according to these terms. Termination does not affect previously purchased products or services. The Company may retain certain data per legal requirements post-termination.
11. Acceptable Use Policy
This section establishes standards for appropriate use of Company services and products.
11.1 Prohibited Activities
Customers may not use Company services for illegal or fraudulent activities, to distribute malware or conduct cyber attacks, to violate intellectual property rights, for spam or unsolicited communications, or to violate export control regulations.
11.2 Unwarranted Negative Feedback
The Company reserves the right to immediately cancel, revoke, or terminate any products or services provided to Customers who engage in unwarranted negative feedback, reviews, or public statements about the Company, its products, or services. Unwarranted negative feedback includes but is not limited to :
False or misleading statements about the Company's products or services posted on review platforms, social media, forums, or other public channels.
Defamatory content that damages the Company's reputation without legitimate basis or factual support.
Threats to post negative reviews or feedback as a means of leverage, coercion, or to obtain services, refunds, or benefits not otherwise entitled to.
Coordinated campaigns or systematic attempts to harm the Company's reputation through multiple platforms or accounts.
Reviews or feedback posted in bad faith after the Company has attempted to resolve legitimate concerns through appropriate channels.
In cases where the Company exercises its right to cancel or revoke products or services due to unwarranted negative feedback :
No refunds will be provided for any amounts paid, regardless of the service period remaining or the original purchase terms.
The Customer acknowledges and accepts that all payments made are non-refundable when termination occurs due to unwarranted negative feedback.
Any active SSL Certificates or services will be immediately revoked without notice or compensation.
The Customer will be permanently banned from future purchases or use of Company services.
The Company reserves the right to pursue legal remedies for defamation or other applicable claims.
Customers are encouraged to address legitimate concerns through the Company's official support channels before posting public feedback. The Company is committed to resolving genuine issues professionally and promptly.
11.3 Enforcement
Violations may result in immediate service suspension or termination. The Company cooperates with law enforcement regarding illegal activities. Customers indemnify the Company against claims arising from their violations.
12. Premium Installation Service Terms
This comprehensive section governs the Company's Premium Installation services for SSL Certificates, establishing clear parameters for service delivery, Customer responsibilities, and technical requirements. These specialized terms ensure professional installation while protecting both parties' interests throughout the implementation process.
12.1 Service Overview
Premium Installation provides professional SSL Certificate installation performed by qualified Trustico® Personnel as defined in Section 1.1 of these Terms and Conditions. This service ensures proper SSL Certificate configuration and deployment while minimizing technical burden on Customers. The service is designed to provide expert implementation of security certificates across various server environments and configurations.
12.2 Installation Coverage
This section defines what is included in the Premium Installation service and establishes clear boundaries for service delivery. Understanding these parameters helps Customers prepare appropriately and ensures smooth service execution.
12.2.1 Included Services
The Premium Installation service encompasses a comprehensive range of technical tasks designed to ensure successful SSL Certificate deployment. The service includes generation of Certificate Signing Requests (CSR) with proper cryptographic parameters, installation of SSL Certificates on one designated server instance, configuration of standard SSL Certificate settings appropriate for the server environment, and basic testing to verify proper SSL Certificate functionality. These services are performed according to industry best practices and security standards.
12.2.2 Service Exclusions
Certain technical tasks fall outside the scope of standard Premium Installation service. These exclusions include fixing pre-existing server configuration issues unrelated to SSL Certificate installation, performing multiple installations across different servers or domains, implementing custom configurations beyond standard SSL Certificate setup, resolving host-specific limitations or restrictions, and addressing compatibility issues with outdated server software. Customers requiring these additional services should contact the Company for customized solutions and pricing.
12.3 Service Eligibility and Ordering
This section outlines the prerequisites and procedures for obtaining Premium Installation services, ensuring Customers understand the requirements before purchase.
12.3.1 Eligibility Requirements
Premium Installation services are available exclusively for SSL Certificates purchased through the Company. The service must be ordered in conjunction with an eligible SSL Certificate product and cannot be purchased separately or applied to SSL Certificates obtained from other providers. This requirement ensures compatibility and enables the Company to provide comprehensive support throughout the SSL Certificate lifecycle.
12.3.2 Ordering Process
Premium Installation can be added during the initial SSL Certificate purchase process or within 30 days of SSL Certificate issuance for most products. Once this window expires, installation services may not be available for that specific SSL Certificate. Customers should carefully consider their technical capabilities and requirements when deciding whether to include Premium Installation with their SSL Certificate order.
12.4 Customer Responsibilities
This section clearly delineates Customer obligations necessary for successful service delivery. Meeting these responsibilities ensures efficient installation and minimizes potential complications.
12.4.1 Information and Access Requirements
Customers must provide complete and accurate server access credentials, including administrative or root-level access as required for installation. This includes FTP/SFTP credentials, control panel access, SSH access where applicable, and any additional authentication methods required by the hosting environment. Customers must also provide accurate domain and subdomain information, specify the correct server type and configuration details, and communicate any special requirements or restrictions before installation begins.
12.4.2 Preparation and Availability
Customers should ensure their server environment is properly prepared for SSL Certificate installation. This includes having a dedicated IP address configured for the domain (where required), ensuring the hosting package supports SSL Certificate implementation, and backing up existing configurations before installation begins. Customers should be reasonably available during the installation window to address any questions or provide additional information as needed.
12.5 Installation Verification
This section establishes the verification and validation processes that ensure successful SSL Certificate deployment and Customer satisfaction.
12.5.1 Installation Validation
The Company performs comprehensive validation after each installation to ensure proper functionality. This validation process includes checking for correct SSL Certificate chain installation, verifying proper encryption protocols are active, confirming browser compatibility and recognition, and testing for common configuration issues that might affect SSL Certificate operation. This systematic approach ensures Customers receive a fully functional SSL Certificate installation.
12.5.2 Customer Confirmation
Following installation completion, Customers receive detailed confirmation including the specific actions performed during installation, verification that the SSL Certificate is functioning correctly, any relevant notes or recommendations for maintaining the installation, and instructions for testing the SSL Certificate independently. Customers are encouraged to verify SSL Certificate functionality and report any concerns promptly.
12.6 Support Duration
This section clarifies the temporal scope of support included with Premium Installation services and establishes parameters for ongoing assistance.
12.6.1 Included Support Period
Premium Installation includes technical support for installation-related issues for 30 days following completion. During this period, the Company addresses any problems directly resulting from the installation process at no additional charge. This support covers configuration adjustments needed to maintain proper SSL Certificate function and resolution of any installation-related technical issues that become apparent during normal operation.
12.6.2 Extended Support Options
Support requirements beyond the initial 30-day period may require additional service purchases or support agreements. Customers experiencing ongoing technical challenges should consider the Company's extended support options, as outlined in our general support policies. The Company remains available to assist with SSL Certificate-related issues throughout the SSL Certificate lifecycle, subject to applicable service agreements and fees.
12.7 Liability and Warranty Disclaimers
This section establishes important limitations on liability and clarifies warranty terms related to Premium Installation services. These provisions protect both parties while ensuring transparent service expectations, in accordance with the general liability limitations outlined in Section 6.2 of these Terms and Conditions.
12.7.1 Service Warranties
While the Company commits to professional service delivery, certain warranties cannot be provided due to the complex nature of server environments. The Company does not warrant that installation will be successful in all environments, that all server configurations are compatible with SSL Certificate implementation, that third-party software will function correctly post-installation, or that hosting provider restrictions won't impact functionality. The Company performs installations according to industry best practices but cannot guarantee outcomes in all scenarios.
12.7.2 Limitation of Liability
The Company's liability for Premium Installation services is limited to the fee paid for the installation service itself. The Company bears no responsibility for data loss, business interruption, lost profits, or consequential damages arising from installation activities, even if advised of such possibilities. Customers are strongly advised to maintain complete backups before installation begins. These limitations align with the general liability provisions detailed in Section 6.2 of these Terms and Conditions.
12.8 Refund and Cancellation Policy
This section outlines the specific refund and cancellation terms applicable to Premium Installation services, providing clarity on financial remedies and service discontinuation.
12.8.1 Cancellation Rights
Customers may cancel Premium Installation service requests before work begins for a full refund of the installation fee. Once installation work has commenced, refunds are generally not available except in cases where the Company is unable to complete installation due to factors within its control. Cancellation requests must be submitted through official support channels and include the original order information.
12.8.2 Refund Eligibility
Refunds for Premium Installation services are limited to specific circumstances. These include situations where installation cannot be completed due to Company error, cases where the wrong SSL Certificate was installed despite correct Customer instructions, or instances where the Company fails to attempt installation within the agreed timeframe, as specified in Section 12.11. Refunds are not available for installations that fail due to server incompatibility, Customer-provided incorrect information, or hosting provider restrictions. All refund requests are subject to the general refund provisions in Section 3.2 of these Terms and Conditions.
12.9 Service Modifications and Availability
This section addresses the Company's rights to modify service offerings and establishes parameters for service availability.
12.9.1 Service Availability
Premium Installation services are subject to availability based on technical staff resources and expertise. The Company reserves the right to decline installation requests for unsupported server types or configurations. Not all SSL Certificate types may be eligible for Premium Installation services.
Premium Installation services are performed during Business Hours as defined in Section 1.1 of these Terms and Conditions. Installation requests received outside of Business Hours will be processed during the next business day.
12.9.2 Service Modifications
The Company reserves the right to modify the Premium Installation service offering, including but not limited to changes in scope, pricing, and availability. Any such modifications will be communicated to affected Customers in accordance with Section 5.1 of these Terms and Conditions.
12.10 Server Requirements and Prerequisites
This section outlines the essential technical requirements and preliminary assessments necessary for successful service delivery. It ensures Customers understand the basic infrastructure needs and helps prevent technical complications during implementation, in accordance with the service standards established in Section 2.1 of these Terms and Conditions.
12.10.1 Technical Prerequisites
The Customer acknowledges that successful installation requires several key technical elements. These include a hosting package that supports SSL Certificate implementation, a dedicated IP address for proper SSL Certificate functioning, administrator or root-level access credentials for installation purposes (subject to the security requirements outlined in Section 9.1), and a compatible server configuration. The Company cannot proceed with installation if these basic requirements are not met.
12.10.2 Environment Assessment
The Company reserves the right to perform preliminary technical assessment of the hosting environment before proceeding with installation. This assessment evaluates the technical feasibility of the installation and identifies any potential complications. If the environment is found unsuitable, the Company will provide detailed recommendations for necessary adjustments to meet installation requirements, in accordance with our communication policies outlined in Section 5.1.
12.11 Service Timeline
This section establishes expected timeframes for completion and outlines factors that may impact these timelines. It provides clear expectations for service delivery while acknowledging potential variables that could affect implementation speed.
12.11.1 Standard Implementation
Installation is typically completed within 24 Business Hours (as defined in Section 1.1) of receiving all required credentials and information from the Customer. Complex configurations or specialized implementations may require additional time for proper setup and testing. The Company prioritizes accuracy and security over speed to ensure proper implementation.
12.11.2 Implementation Delays
The Company shall not be liable for delays resulting from circumstances outside its direct control, as detailed in Section 6.1 (Force Majeure). These circumstances include but are not limited to the Customer's failure to provide necessary credentials or information, server compatibility issues discovered during implementation, host provider restrictions affecting SSL Certificate installation, and technical limitations beyond the Company's control. The Company will communicate any delays and their causes to the Customer promptly through the channels specified in Section 5.1.
12.12 Specialized Implementations
This section addresses requirements and procedures for non-standard SSL Certificate installations and custom configurations. It establishes clear parameters for specialized service delivery while maintaining quality and security standards.
12.12.1 Custom Configurations
Installations for e-mail servers or specialized configurations require additional technical assessment and may incur additional fees based on complexity. Such implementations must be explicitly agreed upon before service commencement. The Company will provide a detailed scope of work and any additional costs for Customer approval prior to beginning specialized implementations, in accordance with our pricing policies outlined in Section 3.1.
12.12.2 Scope Modifications
Any requests for configuration changes beyond standard SSL Certificate implementation must be agreed upon in writing before work begins. The Company reserves the right to assess additional fees for substantial modifications to the original installation scope. Changes requested after installation completion may require a new service purchase, subject to the payment terms in Section 3.1.
12.13 Security Protocols
This section outlines the security measures and best practices implemented during the installation process. It establishes protocols for protecting sensitive information and maintaining system security throughout the installation, in accordance with our data protection policies detailed in Section 4.1.
12.13.1 Credential Management
Customers are strongly encouraged to provide temporary credentials specifically created for the installation process. These credentials must meet the minimum security requirements specified in Section 9.1. Upon successful completion of the installation, Customers should immediately change all passwords and access credentials. The Company provides guidance on security best practices for credential management throughout the installation process.
12.13.2 Data Protection
The Company implements comprehensive security measures during the installation process to protect Customer credentials and sensitive information, in accordance with our data protection policies outlined in Section 4.1. All access credentials are handled according to industry-standard security protocols, and temporary credentials are securely destroyed upon installation completion.
12.14 Technical Support and Maintenance
This section defines the scope and limitations of technical support provided during and after installation. It establishes clear parameters for ongoing support and maintenance responsibilities.
12.14.1 Post-Implementation Modifications
Any changes to server configuration or SSL Certificate settings after successful installation may require additional support services and fees, as outlined in Section 3.1. The Company is not responsible for issues arising from unauthorized modifications to the installed configuration. Customers should contact the Company before making any changes that might affect SSL Certificate functionality.
12.14.2 Reissuance Support
SSL Certificate reissuance support is included within the original SSL Certificate validity period, subject to standard reissuance policies. The Company will assist with SSL Certificate reissuance and installation as needed, ensuring continuous security coverage throughout the SSL Certificate lifecycle. Interactions that require subsequent installation are chargeable events, as specified in Section 3.3.2 of these Terms and Conditions.
12.15 Service Completion
This section establishes the criteria and procedures for confirming successful installation completion. It defines the verification process and Customer acceptance parameters, in alignment with our service delivery standards outlined in Section 2.1.
12.15.1 Verification Process
Installation completion includes comprehensive verification of SSL Certificate implementation, thorough testing of security protocols, validation of all configuration settings, and written confirmation of successful deployment. The Company provides detailed documentation of the completed installation and configuration settings for Customer records, delivered through the communication channels specified in Section 5.1.
12.15.2 Customer Acceptance
Customers have 48 hours from completion notification to report any installation-related issues. During this period, the Company will address any concerns related to the installation process or SSL Certificate functionality. After this period, the installation is deemed accepted, and any further modifications or changes may require additional service fees as outlined in Section 3.1.1 of these Terms and Conditions.
These Terms and Conditions may be updated periodically, and continued use of Company services constitutes acceptance of any modifications.
Last Updated : 24 October 2025
