Terms of Service

1. Introduction

Welcome to VillageHub ("we," "our," "us," or the "Platform"), operated by VillageHub Technologies. These Terms of Service ("Terms") govern your access to and use of VillageHub's cloud-based ISP billing, network management, and subscriber management platform, including all related websites, APIs, documentation, and services (collectively, the "Service").

By registering for an account, accessing, or using the Service, you ("Subscriber," "you," or "your") agree to be bound by these Terms. If you are using the Service on behalf of an organization, you represent and warrant that you have authority to bind that organization to these Terms.

2. Description of Services

VillageHub provides a cloud-hosted platform for Internet Service Providers (ISPs), Wireless ISPs (WISPs), and hotspot operators. The Service includes, but is not limited to:

2.1 Network Management

• Remote management and provisioning of MikroTik routers via API integration
• PPPoE subscriber authentication and session management through RADIUS
• Hotspot access control with voucher-based and account-based authentication
• Captive portal hosting and customization with white-label branding
• Bandwidth management, speed profiling, and IP address binding

2.2 Billing & Payment Processing

• Automated billing and invoicing for subscriber accounts
• Integration with third-party payment gateways including M-Pesa (Safaricom Daraja), Paystack, ClickPesa, AzamPay, PalmPesa, and KopoKopo
• Bring Your Own Keys (BYOK) payment gateway setup — funds settle directly into your business accounts
• STK Push, C2B, and callback-based payment confirmation
• Voucher generation, sales tracking, and redemption management

2.3 Subscriber & Business Tools

• Subscriber CRM with account lifecycle management
• SMS notifications via integrated gateways (NextSMS and others)
• AI-powered analytics, revenue insights, and network health monitoring
• Campaign management for promotions and customer engagement
• Referral program management
• White-label admin panel hosted on your custom subdomain

2.4 Support & Documentation

• Online documentation and setup guides
• WhatsApp and email-based technical support
• AI chat assistant for real-time troubleshooting and business insights

3. Service Level Agreement (SLA)

VillageHub is committed to providing reliable, high-availability infrastructure for your ISP operations. This SLA defines the performance commitments, support response times, and remedies available to you as a Subscriber.

4. Account Registration & Eligibility

• You must provide accurate and complete registration information, including a valid business email, phone number, and company name.
• You are responsible for maintaining the confidentiality of your account credentials and for all activities under your account.
• Each account is provisioned with a unique subdomain (e.g., yourcompany.admin.village-hub.net). You may not transfer your subdomain or account to another party without our written consent.
• You must be at least 18 years of age and legally capable of entering into binding agreements.

5. Free Trial

New Subscribers receive a 30-day free trial with full access to all platform features. No credit card or payment information is required to start a trial.

• At the end of the trial period, your account will transition to a paid subscription based on the applicable pricing tier for your region.
• If you do not wish to continue, you may cancel your account before the trial ends at no cost.
• We reserve the right to modify or discontinue the free trial offer at any time.
• SLA service credit remedies do not apply during the free trial period.

6. Pricing & Billing

6.1 Pricing Model

VillageHub operates on a Flat Floor or 5% revenue share model — whichever amount is higher in a given billing cycle. The Flat Floor amount varies by region:

6.2 Payment Terms

• Platform fees are billed monthly in arrears based on revenue collected through the platform during the billing period.
• Payment is due within 7 days of invoice issuance.
• We reserve the right to suspend access to the Service if payment is overdue by more than 14 days.
• All fees are exclusive of applicable taxes, which are your responsibility.

6.3 BYOK Payment Gateway

VillageHub does not route your subscribers' payments through our accounts. You configure your own payment gateway API credentials (e.g., M-Pesa shortcode, Paystack keys) in the admin panel. All subscriber payments settle directly into your designated bank account or mobile money till. VillageHub charges 0% transaction commission on subscriber payments.

7. Acceptable Use Policy

You agree not to use the Service to:

• Violate any applicable law, regulation, or third-party rights
• Distribute malware, engage in phishing, or conduct any form of cyberattack
• Attempt to gain unauthorized access to VillageHub's systems, other Subscribers' accounts, or end-user data
• Use the platform to process fraudulent transactions or engage in money laundering
• Reverse-engineer, decompile, or attempt to extract the source code of the platform
• Resell or redistribute the Service to third parties without a written reseller agreement
• Overload the platform infrastructure through automated scripts, bots, or excessive API calls beyond reasonable use
• Use the captive portal or SMS features to distribute unsolicited commercial messages (spam)

8. Data Ownership & Privacy

• Your Data: You retain full ownership of all subscriber data, transaction records, and business information stored on the platform. We do not sell, share, or use your data for purposes beyond providing the Service.
• Data Processing: We process personal data in accordance with our Privacy Policy, which forms part of these Terms.
• Data Export: You may request an export of your data at any time by contacting our support team.
• Data Retention: Upon account termination, we will retain your data for 30 days to allow for recovery. After this period, data will be permanently deleted unless a longer retention period is required by law.

9. Intellectual Property

The Service, including its design, codebase, APIs, documentation, trademarks, and AI models, is the exclusive property of VillageHub Technologies and is protected by applicable intellectual property laws. Your subscription grants you a limited, non-exclusive, non-transferable, revocable license to use the Service for your internal business operations during the term of your subscription.

10. Third-Party Services

The Service integrates with third-party providers including but not limited to:

• Payment gateways (Safaricom M-Pesa, Paystack, ClickPesa, AzamPay, PalmPesa, KopoKopo)
• SMS providers (NextSMS and others)
• Network hardware (MikroTik RouterOS)

VillageHub is not responsible for the availability, accuracy, or performance of third-party services. Your use of third-party services is subject to their respective terms and conditions. Any downtime, errors, or failures caused by third-party providers are excluded from our SLA uptime calculations.

11. Limitation of Liability

To the maximum extent permitted by applicable law:

• VillageHub shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of revenue, profits, data, or business opportunities.
• Our total aggregate liability for any claims arising from or related to the Service shall not exceed the total fees paid by you to VillageHub during the twelve (12) months preceding the claim.
• VillageHub is not liable for losses resulting from your MikroTik router misconfiguration, payment gateway issues, ISP licensing matters, or end-subscriber disputes.

12. Indemnification

You agree to indemnify, defend, and hold harmless VillageHub Technologies, its officers, directors, employees, and agents from any claims, damages, losses, or expenses (including reasonable legal fees) arising from: (a) your use of the Service; (b) your violation of these Terms; (c) your violation of any third-party rights; or (d) any disputes between you and your end subscribers.

13. Suspension & Termination

13.1 Termination by You

You may cancel your subscription at any time by contacting our support team. Upon cancellation, your account will remain active until the end of the current billing period. No refunds will be issued for partial billing periods.

13.2 Termination by VillageHub

We may suspend or terminate your account immediately if:

• You breach any provision of these Terms or the Acceptable Use Policy
• Your payment is overdue by more than 30 days
• Your use of the Service poses a security risk to the platform or other Subscribers
• We are required to do so by law or regulatory order

13.3 Effect of Termination

Upon termination, your access to the admin panel, captive portal, and all platform features will be deactivated. Your data will be retained for 30 days, during which you may request an export. After 30 days, all data will be permanently deleted.

14. Modifications to Terms

We reserve the right to update these Terms at any time. Material changes will be communicated via email or an in-app notification at least 14 days before taking effect. Your continued use of the Service after the effective date constitutes acceptance of the revised Terms. If you disagree with any changes, you may cancel your subscription before the changes take effect.

15. Governing Law & Dispute Resolution

These Terms shall be governed by and construed in accordance with the laws of the Republic of Kenya. Any disputes arising from these Terms or your use of the Service shall first be resolved through good-faith negotiation. If negotiation fails, disputes shall be submitted to binding arbitration in Nairobi, Kenya, under the rules of the Chartered Institute of Arbitrators (Kenya Branch).

16. Contact Us

If you have questions about these Terms or the SLA, please contact us: