Master Service Agreement

This Master Service Agreement ("MSA") governs the use of MondalSoft infrastructure. Upon payment confirmation, services are provisioned according to the following Service Level Objectives (SLO):

Identity Verification (KYC): Provisioning may be paused flagged by our fraud detection systems. In such cases, government-issued identification may be required to unlock the account.

Services are billed on a prepaid basis. Invoices are generated 10 days prior to the renewal date.

• Grace Period: A 4-day grace period is provided post-expiry. Failure to clear invoices within this window will result in temporary service suspension.
• Termination: Services remaining unpaid for 15 days post-suspension will be permanently terminated and data wiped to reclaim resources.
• Payment Disputes: Chargebacks trigger an immediate account ban. Reinstatement requires settlement of the disputed amount plus a ₹500.00 administrative penalty.

Our refund policy is strict and tiered based on the service term. Refunds are calculated on a pro-rata basis (deducting days used).

Excluded Services (Non-Refundable)

To maintain network integrity and IP reputation, the following workloads are strictly prohibited on MondalSoft infrastructure:

• IRC / Botnets / C&C
• Proxy Scripts / VPN Nodes
• Torrent / P2P Seeding
• Warez / Crack / Hack Tools
• Mass Video Streaming (Non-CDN)
• IP Scanners / Brute Force Tools
• Phishing / Illegal Content
• Copyright Infringement

Zero Tolerance for Spam: Sending unsolicited bulk email (UCE) or hosting open SMTP relays will result in immediate termination without refund.

Unmanaged Service Disclaimer: Unless explicitly stated in a managed service contract, MondalSoft infrastructure is "Unmanaged".

While we utilize RAID arrays and disaster recovery snapshots for infrastructure health, we do not provide tenant-level data backup services. The Client is the sole Data Steward and is responsible for maintaining off-site backups of their data. MondalSoft accepts no liability for data loss resulting from hardware failure, software corruption, or user error.

For Website Development and Custom Software projects ("Professional Services"), the following terms apply:

• No Refunds: Once the development Scope of Work (SOW) has commenced, fees are non-refundable.
• Revision Cap: The fixed cost includes up to 3 rounds of modifications (content/minor design). Structural changes beyond this cap will be billed at our hourly rate.
• IP Handover: Deliverables include the deployed product. Release of raw Source Code or cPanel credentials requires an IP Release Fee (typically 400% of the project value) unless otherwise agreed.

Standard Support: Included with all plans. Covers network uptime, hardware availability, and OS-template deployment. Application-level debugging (PHP code, WordPress plugins) is outside the scope of support.

Priority Support: Tickets are processed via a First-In-First-Out (FIFO) queue. Clients with Priority Support add-ons receive queue-jumping privileges.

Migration Assistance: We offer complimentary "Best Effort" migration for cPanel-to-cPanel transfers. We do not guarantee data integrity for complex custom stacks.

MondalSoft reserves the right to amend this MSA at any time. Continued use of services constitutes acceptance of these changes. All legal disputes arising from this agreement fall under the exclusive jurisdiction of the Birbhum Judiciary and are governed by the laws of India.