Login
Menu

Policies

Home / Policies

Privacy Policy

1. Introduction

Symbol Host is committed to protecting the privacy of our customers and ensuring the security of their personal information. This Privacy Policy outlines how we collect, use, and safeguard customer data in accordance with our ethical standards and applicable regulations.

2. Information We Collect

We collect the following information during the signup and service usage process:

  • Name
  • Email Address
  • Phone Number
  • Company Name (optional)
  • Address

This information is essential for account management, billing, and customer support.

3. How We Use Information

The information collected is used to:

  • Manage and maintain customer accounts
  • Process payments
  • Communicate during support interactions
  • Enhance the quality of our services
  • Improve security and fraud prevention measures

4. Data Sharing

Symbol Host does not share customer data with third parties except for essential integrations. Our payment gateways, Stripe and PayPal, may have limited access to customer data during payment processing through WHMCS modules. These services are bound by their own privacy policies.

5. Data Retention

We retain customer data as long as the account is active. Upon receiving a request to delete the account via a support ticket, we will permanently delete all customer data, including backups, within a reasonable timeframe. However, backups created by users in their hosting accounts via Softaculous, JetBackup, or other plugins are the user’s responsibility and should be deleted manually before requesting account termination.

6. Data Protection

Symbol Host implements strict security measures to protect customer data, including:

  • SSL encryption
  • Firewalls
  • Imunify360 security suite
  • CSF (ConfigServer Security & Firewall)
  • CloudLinux-based account isolation

These measures are designed to prevent unauthorized access, data breaches, and other security threats.

7. User Rights

Customers have the right to access, modify, and delete their personal data. All information can be updated through the client area, except for the email address, which requires a support ticket raised from the registered account (not as a guest).

8. Cookies Policy

We use cookies to:

  • Improve user experience
  • Track session activity
  • Analyze website performance

By continuing to use our website, customers consent to the use of cookies.

9. Third-Party Services

Symbol Host uses third-party services that may collect customer data:

  • Google Analytics (for website analytics)
  • Stripe (for payment processing)
  • PayPal (for payment processing)

These services are governed by their respective privacy policies.

10. GDPR Compliance

We comply with GDPR regulations by providing customers the right to:

  • Access their personal data
  • Request data rectification
  • Request data deletion
  • Object to data processing
  • Data portability requests

Requests can be made through our support ticket system.

11. Changes to Privacy Policy

Any updates to this Privacy Policy will be communicated to customers via email. Continued use of our services after updates constitutes acceptance of the revised policy.

If you have any questions regarding this Privacy Policy, please contact us through our support system.

Terms of Service

1. Service Provision

Symbol Host is committed to providing reliable web hosting services as long as the client operates within legal boundaries. We reserve the right to temporarily or permanently suspend services if any illegal activity or abuse (as defined in our Acceptable Usage Policy) is detected.

2. Eligibility

There are no age restrictions for our services. However, illegal activities including but not limited to phishing, spamming, pornography, and gambling are strictly prohibited.

3. Registration Process

Clients are required to provide the information mentioned in the Privacy Policy during registration. A single user can create multiple accounts if necessary.

4. Permitted Usage

We accept legal websites including product websites, e-commerce sites, portfolios, affiliate sites, informational sites, and non-profit sites. Support is exclusively provided for WordPress-based websites. Prohibited activities include adult content, proxy services, phishing, email spamming, and gambling.

5. Billing and Payment Policy

1. Payment Methods

We offer the following payment methods:

  • Automatic Payments: Stripe and PayPal (Instant Activation/Renewal)
  • Manual Payments: Easypaisa and Bank Transfer (For Pakistani clients only, with up to 12 hours processing time)

2. Payment Verification

For manual payments, clients must submit payment proof via payments.symbolhost.com. The proof must include the Transaction ID, Date and Time, and Sender Name. Screenshots of initial success messages will not be accepted.

3. Grace Period

Hosting services will be suspended 5 days after the due date and terminated 60 days after the due date. No data will be retained after termination. If backups are available in the cloud, clients can restore their account by paying 50% extra charges in addition to the renewal amount. If the client only requires the backup without renewing the hosting, the 50% of renewal price will still be charged.

4. Auto Renewals

Auto renewals are permanently disabled for card payments due to irreversible domain renewals.

6. Suspension and Termination Policy

1. Abuse-Based Suspension

Services may be suspended without prior warning if abuse complaints are received from the datacenter.

2. Grace Period

A 5-day grace period is provided before suspension, followed by termination 60 days after expiry.

3. Data Retention

No data will be retained after 60 days of expiry.

7. Malware Cleanup Policy

1. Eligibility

Symbol Host provides free malware cleanup services for hosting accounts with up to 3 WordPress websites. For accounts with more than 3 sites, clients must follow self-cleanup guides available in the Knowledgebase and Video Tutorials.

2. Paid Services

Currently, Symbol Host does not offer paid malware cleanup services.

3. Client Responsibilities

Clients are strictly prohibited from using nulled plugins and themes. Easy passwords are not allowed, and all plugins and themes must be up-to-date at all times.

8. Refund Policy

1. Eligible Services for Refund

  • Shared Hosting (within 30 days)

2. Non-Refundable Services

  • Domain Registrations
  • SSL Certificates
  • VPS and Dedicated Servers
  • Abuse Suspended Accounts

3. Refund Process

Refunds will be processed within 7 business days of approval.

4. Chargeback Policy

Any chargeback request will result in permanent account suspension and legal action if necessary.

9. Service Level Agreement (SLA)

We guarantee 99.9% uptime on a yearly basis. Compensation will be provided if the uptime falls below the guaranteed level.

10. Notifications

All notifications regarding service changes, suspensions, or policy updates will be communicated via email.

Dispute Resolution Policy

1. Complaint Handling Process

All complaints must be raised via the support ticket system. Complaints will be acknowledged within 24 hours and resolved within 7 business days.

2. Appeals Process

Appeals are only allowed for DMCA complaints through the support ticket system. No appeals are allowed for phishing or other illegal activities.

3. Jurisdiction & Arbitration

Any disputes will be governed by the laws of Pakistan and resolved through arbitration in Peshawar.

Contact Information

If you have any questions regarding our Privacy Policy, Terms of Service, or any other policies, please contact us via our support ticket system available in the client area.