The agreement between you and The Masked House Pty Ltd.
Last updated: 24 August 2026. By ordering or using any service from The Masked House Pty Ltd (Reg. No. 2021/793943/07) ("we", "us"), you ("the Client") agree to these Terms.
We provide web hosting, domain registration and management, email hosting, and IT services as described on our website or in a written quote. Custom services are scoped and billed as agreed with you and appear on your monthly invoice.
Services are managed through our client portal. You are responsible for keeping your login credentials confidential; logins are protected by an emailed one-time PIN. You must keep your contact and billing details current — official notices are sent to the email address on your account and are deemed received when sent.
3.1 Services are billed in advance per the billing cycle on your account (monthly, quarterly, semi-annually or annually), in South African Rand.
3.2 Invoices are issued before the due date and are payable by the due date via the payment methods in the portal (EFT, PayFast, Yoco or others as offered).
3.3 Overdue accounts: we may send reminders, and services may be suspended if an invoice remains unpaid after the due date. Repeated non-payment may lead to termination and deletion of data after reasonable notice.
3.4 Online orders: hosting, domains and web design may be ordered and paid for directly on our website. Submitting an order creates a client portal account in your name (or attaches the order to your existing account, matched by email address) and an invoice payable immediately. Services ordered online are provisioned once payment reflects.
3.5 Billing cycles: services may be billed monthly or annually as selected at order time; renewals bill on the same cycle until changed or cancelled.
3.6 Auto debit (subscriptions): if you select monthly auto debit, a recurring payment agreement is created with our payment processor (PayFast) and your monthly fee is collected automatically. You may switch to manual invoicing or cancel the subscription at any time via a portal ticket or through PayFast; cancellation takes effect from the next billing cycle. Failed debits are treated as unpaid invoices under clause 3.3.
3.7 Annual price adjustments: our product prices may increase once per year by a fixed percentage per product. The adjusted price applies from the product's annual adjustment date to new and existing services and is reflected in your next invoice. Larger changes will be communicated with at least 30 days' written notice.
3.8 Errors and omissions excepted (E&OE).
4.1 You may cancel any service by written notice (portal ticket or email) before its next renewal date.
4.2 We do not offer refunds. When you cancel, the service remains active until the expiry of the period already paid for, and simply does not renew. See our Refund & Cancellation Policy for full details, including your statutory rights.
4.3 Domain registrations and renewals are non-refundable once submitted to the registry.
You may not use our services to: send spam or bulk unsolicited mail; host or distribute unlawful, infringing or malicious content (including malware and phishing); attempt to gain unauthorised access to any system; run resource-abusive workloads that degrade the service for others (e.g. crypto-mining on shared hosting); or violate any applicable law. We may suspend or terminate services immediately for material breach of this clause. Right of admission reserved: we may decline or discontinue service to any person or entity at our discretion, subject to applicable law.
Domain registrations are subject to the registry's terms (e.g. ZACR for .co.za). You warrant the registrant information you provide is accurate. Renewal invoices are issued ahead of expiry; if a renewal is unpaid by the expiry date the domain may lapse and can be lost or incur registry redemption fees, for which we are not liable.
7.1 We target 99.9% uptime on hosting services, excluding scheduled maintenance and events beyond our reasonable control.
7.2 We run daily backups for disaster recovery. Backups are a courtesy safety net, not a guaranteed archival service — you remain responsible for keeping your own copies of critical data.
7.3 On termination of a hosting service, your data is deleted from our systems after a reasonable grace period.
7A.1 Hosting accounts ordered online are created automatically or by our technicians after payment; login details are emailed to the address on the order. You must change the issued password after first login.
7A.2 Where you request a free migration and provide login details for your previous provider, you warrant that you are authorised to give us that access. We use those credentials solely to perform the migration, store them in our internal support system for the duration of the job, and recommend you change them once the migration is complete.
7A.3 Web design orders: once payment is received we prepare a first website structure/draft within 3–8 working days, whereafter the project proceeds per the package's revision rounds.
Support is provided via the portal ticket system and tmhsupport@themasked.co.za. We prioritise tickets by impact; response targets are business hours (SAST) unless a separate SLA is agreed in writing.
We process personal information as set out in our Privacy Policy. Where we host data on your behalf in which you are the responsible party, we act as your operator under POPIA and will process such data only on your instructions and with appropriate security safeguards.
To the maximum extent permitted by law (including the Consumer Protection Act where it applies): our total liability for any claim arising from a service is limited to the amount you paid us for that service in the 3 months preceding the claim; and we are not liable for indirect or consequential loss, loss of profits, data loss caused by factors outside our control, or downtime of third-party networks and registries. Nothing in these Terms excludes liability that cannot lawfully be excluded.
You indemnify us against claims by third parties arising from your content, your use of the services in breach of these Terms, or inaccurate information you supply.
These Terms are governed by South African law. If any clause is unenforceable, the rest remain in force. We may update these Terms with notice via the website or email; continued use after the effective date constitutes acceptance. These Terms, your invoices and any written quote form the whole agreement.
