Terms of Service

These Terms of Service ("Terms") govern the use of services provided by VNP TECH COMPANY ("VNP TECH", "we", "us", or "our").

By requesting, purchasing, accessing, or using VNP TECH services, you ("Customer", "you", or "your") agree to these Terms together with any applicable quotation, proposal, statement of work, invoice, service agreement, or other written agreement issued by VNP TECH.

VNP TECH provides technology, ICT, software, digital, infrastructure, and related professional services.

Depending on the agreement with the Customer, VNP TECH may provide:

• Website design and development
• Website hosting
• Domain registration and management
• Business email
• Mobile application development
• ERP development
• Custom software development
• Systems integration
• IT maintenance
• ICT outsourcing
• Managed IT support
• Networking
• Server solutions
• Cloud services
• Backup solutions
• CCTV installation and support
• Cybersecurity support
• IT consultancy
• Graphic and stationery design
• Technical support
• Other ICT and technology services agreed with the Customer

A Customer may accept these Terms by:

• using a VNP TECH service;
• approving a quotation;
• paying an invoice or deposit;
• signing an agreement;
• submitting a service request; or
• otherwise instructing VNP TECH to begin work.

VNP TECH may provide quotations or proposals describing:

• Services
• Deliverables
• Project scope
• Price
• Payment schedule
• Estimated timelines
• Customer responsibilities
• Third-party costs
• Other applicable conditions

Unless otherwise stated, quotations may have a specified validity period.

Customers may request changes to an approved project.

Changes may affect:

• Cost
• Timeline
• Technical requirements
• Deliverables
• Resources

VNP TECH may provide a revised quotation or change request before implementing substantial changes.

The Customer agrees to:

• Provide accurate information;
• Provide required content and materials on time;
• Provide necessary approvals;
• Provide lawful access to systems;
• Maintain appropriate account credentials;
• Cooperate with VNP TECH during projects;
• Ensure that supplied content does not unlawfully infringe third-party rights;
• Use services lawfully;
• Pay agreed fees on time;
• Maintain appropriate backups where the Customer is responsible for them;
• Notify VNP TECH of relevant security incidents or unauthorized access.

For website, mobile application, ERP, and software projects:

• The agreed project scope determines the deliverables.
• Features not included in the agreed scope may be charged separately.
• Customer-provided content remains the Customer's responsibility.
• Third-party software, APIs, hosting, domains, licenses, SMS services, payment services, maps, or other external services may incur separate costs.
• VNP TECH may require customer testing and approval before final deployment.

Hosting, domains, business email, and related services may be provided directly by VNP TECH or through third-party providers.

Availability may depend on the relevant infrastructure provider.

Customers are responsible for:

• Providing accurate registration information;
• Renewing services where applicable;
• Complying with domain-registration requirements;
• Protecting account credentials;
• Using hosting and email services lawfully.

Third-party provider outages, suspensions, maintenance, or policy changes may affect availability.

Where VNP TECH provides outsourced or managed ICT services, the scope will be defined by the applicable agreement.

Services may include:

• Help desk
• System administration
• Network administration
• Device support
• Server management
• Backup management
• Cybersecurity support
• User support
• IT monitoring
• Technical consultancy

Services outside the agreed scope may be charged separately.

For CCTV, networking, servers, computers, and other hardware-related projects:

• Equipment specifications will be based on the approved quotation.
• Hardware availability may depend on suppliers.
• Prices may change before procurement where supplier pricing changes.
• Installation does not guarantee prevention of all theft, intrusion, damage, or criminal activity.
• Customers are responsible for ensuring that surveillance systems are used lawfully.
• Customers remain responsible for appropriate notices, permissions, and operational controls relating to surveillance.

Customers must pay the amounts specified in the applicable quotation, invoice, agreement, or service plan.

Payment may be made through payment methods made available by VNP TECH.

Payment requirements, deposits, instalments, recurring charges, subscription fees, and payment deadlines may vary according to the applicable service agreement or quotation.

13.1 Payment Flow

Where online or electronic payment is available, the general payment process may operate as follows:

The exact payment flow may vary depending on the payment method and third-party provider used.

13.2 Payment Information

Depending on the payment method, VNP TECH may receive or process limited transaction-related information such as:

• Customer name or identifier;
• Phone number;
• Payment amount;
• Currency;
• Transaction reference;
• Invoice or order reference;
• Payment status;
• Date and time of transaction;
• Refund status;
• Reversal status; and
• Other information reasonably necessary to reconcile or investigate a transaction.

13.3 Third-Party Payment Providers

VNP TECH may use or integrate with authorized or available third-party payment providers, including AzamPay/AzamPesa, where applicable.

Payment processing may be subject to the relevant provider's own systems, terms, privacy practices, security controls, availability, and transaction requirements.

VNP TECH is not responsible for failures, delays, outages, restrictions, or decisions that are exclusively controlled by a third-party payment provider.

13.4 Transaction Verification

VNP TECH may verify payments before providing or activating a service.

Verification may involve checking:

• Transaction reference;
• Payment amount;
• Payment status;
• Invoice or order reference;
• Customer information;
• Date and time;
• Refund or reversal status; and
• Other transaction information reasonably necessary to confirm payment.

13.5 Pending, Failed, Cancelled and Reversed Transactions

A transaction may be shown as:

• Pending;
• Successful;
• Failed;
• Cancelled;
• Reversed; or
• Refunded.

VNP TECH may wait for final payment confirmation before activating a service.

If a payment is pending, failed, cancelled, or reversed, VNP TECH may not treat the transaction as a completed payment until confirmation is received.

Where money has been deducted from a Customer but the corresponding transaction has not been successfully confirmed by VNP TECH, the Customer may be required to provide the relevant transaction reference so that the matter can be investigated.

13.6 Payment Security

VNP TECH applies reasonable technical and organizational measures appropriate to the nature of the services and information handled.

Depending on the service, security measures may include:

• Access controls;
• Authentication mechanisms;
• Role-based access;
• Secure system configuration;
• Encryption where appropriate;
• Secure communications;
• Transaction logging;
• Monitoring;
• Software and security updates;
• Backup procedures;
• Vulnerability management; and
• Incident-response procedures.

13.7 Payment Fraud and Suspicious Transactions

VNP TECH may delay, reject, investigate, or restrict a transaction or related service where reasonably necessary to:

• Verify a payment;
• Investigate suspected fraud;
• Protect Customer accounts;
• Protect VNP TECH systems;
• Comply with applicable legal requirements;
• Resolve transaction discrepancies; or
• Protect the integrity of the payment process.

VNP TECH may request reasonable information necessary to investigate a disputed or suspicious transaction.

13.8 Payment Confirmation

Where applicable, successful payments may result in:

• A receipt;
• Payment confirmation;
• Invoice update;
• Order confirmation;
• Service activation; or
• Account balance update.

The form of confirmation may vary depending on the service and payment method.

VNP TECH's refund and cancellation rules form part of these Terms.

14.1 Project Deposits

Deposits may be used to begin project work and reserve resources.

Where work has already been completed, committed, or third-party costs have been incurred, the relevant amount may not be refundable, subject to the applicable agreement and law.

14.2 Software, Website and Application Projects

Refund eligibility may depend on:

• Work already completed;
• Deliverables already supplied;
• Third-party costs;
• Licenses;
• Hosting or domain charges;
• Customer-requested changes;
• Customer cancellation; and
• The specific project agreement.

14.3 Hosting and Domains

Domain registration and certain third-party hosting or licensing costs may be non-refundable once the relevant provider has processed them.

14.4 Hardware and CCTV

Hardware purchased specifically for a Customer may be subject to supplier terms, warranties, availability, and return conditions.

14.5 Duplicate Payments

Where a Customer accidentally makes a confirmed duplicate payment, VNP TECH may investigate and process an appropriate refund subject to transaction verification and applicable terms.

14.6 Failed or Reversed Transactions

A failed or reversed transaction should not be treated as a completed payment.

Where money has been deducted but the transaction does not successfully reach VNP TECH, the Customer may be required to provide the relevant transaction reference so that the payment can be investigated.

14.7 Payment Provider Refunds

Where a payment was processed through a third-party provider, refund timing may depend partly on the provider, payment network, banking institution, or mobile-money operator.

VNP TECH may integrate or use third-party services including:

• Payment providers;
• Hosting providers;
• Domain registrars;
• Cloud providers;
• Email providers;
• SMS providers;
• Maps;
• APIs;
• App stores;
• Analytics services;
• Security services; and
• Other technology platforms.

Third-party services are subject to their own terms, policies, availability, and technical requirements.

VNP TECH is not responsible for matters exclusively controlled by a third-party provider.

Unless otherwise agreed in writing:

• VNP TECH retains rights in its pre-existing tools, frameworks, templates, libraries, processes, methodologies, reusable components, and know-how.
• Customer-owned materials remain the property of the Customer or their respective owners.
• Project-specific deliverables may be transferred or licensed according to the applicable agreement and payment status.
• Third-party software remains subject to its respective license terms.

Customers must not reproduce or distribute VNP TECH proprietary materials without authorization.

The Customer remains responsible for the legality and accuracy of materials supplied to VNP TECH, including:

• Text;
• Images;
• Videos;
• Logos;
• Documents;
• Databases;
• Product information; and
• Customer records.

The Customer represents that it has the necessary rights or permissions to provide such content for the requested service.

Each party should protect confidential information received from the other party.

Confidential information may include:

• Business information;
• Customer records;
• Source code;
• Credentials;
• Technical information;
• Commercial information;
• Security information; and
• Project documentation.

Confidential information may be disclosed where required by law, regulation, court order, or legitimate professional obligations.

Customers must use VNP TECH services lawfully and responsibly.

Customers must not use VNP TECH services to:

• Gain unauthorized access to systems;
• Distribute malware;
• Conduct cyberattacks;
• Conduct phishing or credential theft;
• Commit fraud;
• Send unlawful spam;
• Abuse hosting resources;
• Attack networks or infrastructure;
• Circumvent security controls without authorization;
• Infringe intellectual-property rights;
• Host or distribute unlawful content;
• Facilitate illegal activity;
• Abuse payment systems; or
• Conduct unauthorized security testing against third-party systems.

VNP TECH may suspend or restrict services where reasonably necessary to protect systems, customers, third parties, or the integrity of our infrastructure.

Customers are responsible for protecting credentials under their control.

Customers should:

• Use strong passwords;
• Avoid sharing passwords;
• Enable additional security controls where available;
• Restrict administrator access;
• Notify VNP TECH of suspected unauthorized access;
• Keep devices used to access systems reasonably secure.

VNP TECH processes personal information in accordance with its Privacy Policy and applicable requirements.

Where VNP TECH processes personal information on behalf of a Customer, the parties may enter into a separate Data Processing Agreement (DPA) where appropriate.

The Customer remains responsible for ensuring that it has the necessary authority and lawful basis to provide personal information to VNP TECH.

Where VNP TECH provides cybersecurity, backup, monitoring, payment-related technical integration, or other security-related services, those services reduce certain risks but cannot guarantee that:

• A system will never be attacked;
• Data will never be lost;
• Unauthorized access will never occur;
• Malware will never affect a system;
• A payment will never fail, be delayed, or be reversed; or
• A third-party service will never experience an incident.

Customers should maintain appropriate internal security controls and backups.

VNP TECH will make reasonable efforts to provide services according to the applicable agreement.

However, availability may be affected by:

• Internet connectivity;
• Telecommunications infrastructure;
• Power interruptions;
• Hosting providers;
• Cloud providers;
• Payment providers;
• Domain providers;
• Software vendors;
• Cybersecurity incidents;
• Maintenance;
• Government actions; and
• Events beyond reasonable control.

VNP TECH will provide services with reasonable professional care.

Unless expressly stated in a written agreement, VNP TECH does not guarantee that:

• Services will be completely uninterrupted;
• Software will be completely free of defects;
• Third-party services will always be available;
• Websites will receive a specific amount of traffic;
• Cybersecurity services will prevent every security incident;
• CCTV systems will prevent criminal activity; or
• Payment transactions will never fail or be delayed.

To the extent permitted by applicable law, VNP TECH will not be responsible for indirect, incidental, special, consequential, or unforeseeable losses arising from use of a service.

This may include losses resulting from:

• Third-party service outages;
• Internet failures;
• Customer misuse;
• Unauthorized access caused by compromised customer credentials;
• Loss of data where the Customer failed to maintain required backups;
• Payment-provider failures;
• Payment-network delays or reversals; and
• Events beyond VNP TECH's reasonable control.

To the extent permitted by applicable law, the Customer may be responsible for claims arising from:

• Unlawful use of VNP TECH services;
• Customer-provided content;
• Customer infringement of third-party rights;
• Unauthorized access caused by Customer-controlled credentials;
• Violation of applicable law; and
• Misuse of systems or services.

VNP TECH may temporarily suspend or restrict services where reasonably necessary due to:

• Non-payment;
• Security threats;
• Abuse;
• Illegal activity;
• Breach of these Terms;
• Protection of VNP TECH infrastructure;
• Protection of other customers; or
• Third-party provider requirements.

Where reasonably possible, VNP TECH may provide notice before suspension.

Emergency suspension may occur without prior notice where necessary to protect systems or users.

Either party may terminate a service according to the applicable agreement.

Termination does not automatically cancel amounts already due.

Third-party services, domain registrations, licenses, and other external commitments may remain subject to their respective terms.

After termination:

• Access to certain services may end;
• Outstanding amounts may become immediately due where applicable;
• Customer data may be handled according to the applicable agreement and Privacy Policy;
• Third-party services may continue until separately cancelled;
• Certain contractual obligations may continue after termination, including confidentiality, intellectual property, payment obligations, and provisions that by their nature should survive termination.

VNP TECH will not be responsible for failure or delay caused by circumstances beyond reasonable control, including:

• Natural disasters;
• Fire;
• Flood;
• Power failures;
• Telecommunications failures;
• Internet outages;
• Cyberattacks;
• Government action;
• Civil disturbances;
• Strikes;
• Third-party infrastructure failures; and
• Other events beyond reasonable control.

These Terms shall be interpreted in accordance with the applicable laws of the United Republic of Tanzania.

VNP TECH encourages Customers to contact us first so that disputes can be reviewed and resolved commercially where possible.

Where a dispute cannot be resolved through good-faith discussions, the parties may use an appropriate dispute-resolution mechanism or competent authority/court in accordance with applicable Tanzanian law.

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

Failure by VNP TECH to enforce a provision of these Terms does not constitute a permanent waiver of that provision.

VNP TECH may update these Terms from time to time.

The updated version will be published on the VNP TECH website with a revised "Last Updated" date.

Continued use of services after an applicable update may constitute acceptance of the updated Terms, subject to applicable law and any separate contractual requirements.

These Terms, together with the applicable quotation, proposal, invoice, statement of work, service agreement, Privacy Policy, and other expressly incorporated documents, constitute the applicable agreement between VNP TECH and the Customer regarding the relevant services.

For questions about these Terms, payments, refunds, services, security, or contractual matters: