Last Updated: January 11, 2026
By using HostGrap services, you agree to these Terms of Service, which define the relationship between you and HostGrap.
HostGrap provides professional web hosting solutions, including the following services (collectively referred to as the "Services"):
Shared Hosting plans host multiple websites on the same physical server, with resources such as CPU, RAM, disk space, and bandwidth shared among users. These plans include cPanel access, one-click application installations, and basic email services.
Virtual Private Server (VPS) Hosting provides a virtualized, isolated environment on a physical server with dedicated allocated resources (CPU cores, RAM, storage, and bandwidth). Customers receive full root access, enabling complete control over the server configuration, operating system, and installed software. VPS Hosting is unmanaged, meaning HostGrap provides the virtual server infrastructure only, and customers are solely responsible for server management, security, updates, software installation, and maintenance.
Reseller Hosting allows customers to create and manage multiple independent hosting accounts to resell hosting services under their own brand. Plans include WHM (Web Host Manager) for account management, cPanel for end-users, and white-label options.
Managed Dedicated Servers provide an entire physical server exclusively for your use, with dedicated resources (CPU, RAM, storage, and bandwidth). Servers are provisioned with a free cPanel license for control panel access. HostGrap provides managed support only for cPanel server-related issues.
Additional products such as domain registration, SSL certificates, website builders, and other add-ons may be offered alongside the Services and are subject to any specific terms provided at the time of purchase.
To use the Services, you must register for an account and provide accurate, current, and complete information as requested during the registration process. You agree to update this information promptly if it changes.
You are solely responsible for all activities that occur under your account, including any use by your employees, agents, contractors, or any third parties you authorize to access the Services.
You are responsible for maintaining the confidentiality and security of your account username, password, API keys, and any other authentication credentials. HostGrap is not liable for any loss or damage resulting from your failure to safeguard these credentials.
You agree to notify HostGrap immediately in writing (via support ticket or email to support@hostgrap.com) of any unauthorized use of your account or any other breach of security of which you become aware.
Your account is for your personal or organizational use only (as applicable). You may not share your account credentials with others or allow unauthorized persons to access the Services using your account.
You represent and warrant that you are at least 18 years of age or have reached the age of majority in your jurisdiction, whichever is greater, and have the legal capacity to enter into these Terms.
HostGrap reserves the right to verify your identity and the accuracy of the information provided during registration at any time. Failure to provide requested verification information may result in suspension or termination of your account.
You agree to pay all applicable fees for the Services as specified at the time of purchase or renewal. All fees are payable in advance and are non-refundable except as expressly provided in the Refund Policy.
Services are billed on a recurring basis according to the billing period you selected (monthly, annually, or otherwise). Your Services will automatically renew at the end of each billing cycle unless you cancel prior to the renewal date.
You may manage your payment methods and billing information through your HostGrap account dashboard. HostGrap reserves the right to change accepted payment methods at any time.
All fees are charged in Sri Lankan Rupees (LKR). You are responsible for any bank charges, transaction fees, or currency conversion costs if your payment originates from a different currency.
If payment is not received by the due date:
If payment is not received by the due date:
All fees are exclusive of any applicable taxes, duties, or levies imposed by any governmental authority, which may be added to your invoice where required by law.
You must notify HostGrap of any billing disputes by sending a written notice to billing@hostgrap.com within fourteen (14) days of the charge date. After this period, you waive the right to dispute the charge.
HostGrap offers refunds under specific conditions as outlined in our separate Refund Policy document.
You can view the full Refund Policy, including details about the 30-day money-back guarantee, eligibility, exclusions, and the refund process, at the following link: https://www.hostgrap.com/refund-policy
All refund requests and determinations will be governed exclusively by the terms stated in the Refund Policy available at the above URL. By using the Services, you agree to be bound by the terms of the Refund Policy as it may be updated from time to time.
You are solely responsible for all content you upload, store, publish, transmit, or make available through the Services ("Your Content"). You agree not to use the Services in any manner that violates applicable laws, these Terms, or harms HostGrap, its other customers, or third parties.
You agree not to use the Services to host, store, transmit, or make available any of the following:
Shared Hosting and Reseller Hosting accounts are provided exclusively for active web hosting purposes. These services are not intended to function as remote storage, file sharing, or media distribution platforms.
You may not use these services for:
If a Shared or Reseller Hosting account is found to be in violation of this policy:
While VPS and Managed Dedicated Servers offer greater flexibility and control, you remain fully responsible for ensuring that your usage complies with all applicable laws and these Terms. Illegal or abusive activities will result in immediate suspension or termination.
HostGrap may monitor, review, remove, or disable access to any content or activity that violates this policy, at any time and without prior notice. Violations may result in immediate suspension or permanent termination of your account without refund.
If you become aware of any prohibited content or activity on the Services, please report it immediately to our support team.
By using the Services, you agree to comply fully with this Acceptable Use and Content Policy.
HostGrap strives to provide reliable hosting services. The following uptime targets apply to each service type (excluding scheduled maintenance or customer-induced issues):
Uptime is calculated based on the percentage of time the service is accessible over the public internet during a given calendar month. Downtime caused by scheduled maintenance (announced at least 24 hours in advance) or issues originating from the customer's configuration, code, or applications is excluded.
HostGrap provides helpful backup services for many of our hosting plans to give you extra peace of mind. We regularly create backups as outlined in the sections below to help protect your data.
We always recommend that you also keep your own current backups of your important files, databases, emails, and website content, it's the best way to stay fully protected.
HostGrap shall not be liable for any data loss, corruption, or inability to restore data from our backups for any reason.
These backups are stored on our infrastructure.
Resellers are responsible for advising their end-users to maintain their own backups.
Email Hosting plans do not include automatic backups by default. All email data (including inboxes, sent items, and folders) is stored on the server without any guaranteed backup or retention.
Customers are fully responsible for maintaining their own backups of important emails.
Note: Optional backup solutions can be purchased upon request by contacting our customer support team. Additional charges will apply for any such backup services.
VPS Hosting is unmanaged, and no automatic backups are included by default. However, you may optionally purchase our Backup Add-on service, which provides 7 server backup slots (7 most recent backups retained). The cost of this optional backup service is 25% of your monthly VPS plan price. Contact HostGrap support to enable this add-on.
No automatic backups are provided by HostGrap for Managed Dedicated Servers. You are fully responsible for implementing, managing, and maintaining your own backup solution. However, you can request custom backup setup or configuration assistance from our support team. Fees may apply depending on the requirements.
Where backups are available (as per the schedules above), you can request restoration by submitting a support ticket through your HostGrap account dashboard.
We strongly recommend that all customers maintain independent, off-server backups (e.g., downloaded to your local computer, cloud storage, or another provider) on a regular basis.
HostGrap may suspend your access to the Services, in whole or in part, immediately and without prior notice if:
During suspension, you will not have access to your account, websites, email, or any stored data. Suspension does not relieve you of your obligation to pay any outstanding fees.
HostGrap may terminate your account and all Services at any time, without prior notice, if:
Upon termination, all data, files, emails, databases, configurations, and backups will be permanently deleted and cannot be recovered.
If your account is suspended for non-payment or minor violations, you may request reactivation by resolving the issue (e.g., making full payment or removing prohibited content) and contacting support.
If a Reseller Hosting account remains suspended for more than seven (7) consecutive days due to non-payment or any breach of these Terms, HostGrap reserves the right to replace the default suspension banner on all associated end-user websites with an alternative notification. This measure is implemented solely to ensure customer data safety and to provide end-users with essential information or support to prevent permanent data loss or business disruption. Such action does not transfer ownership of the data but serves as a protective intervention for the benefit of the end-users.
HostGrap provides customer support exclusively for issues directly related to our hosting services, including server availability, account access, billing inquiries, control panel usage, basic configuration help, and infrastructure-related technical problems.
We do not provide troubleshooting, debugging, development, customization, or repair services for third-party website scripts, applications, themes, plugins, custom code, or software installed by the customer. Customers are responsible for obtaining assistance from the software developer, vendor, or a qualified third-party developer for such issues. As a hosting provider, our support is limited to ensuring that the hosting environment and related services are functioning correctly, and does not extend to application-level development or code-related problems.
Our support team operates on Sri Lanka Standard Time (GMT +5:30) with the following hours:
Outside these hours, you can still submit support tickets, which will be handled on a first-come, first-served basis when support reopens.
You can reach our support team through the following channels:
Our support team aims to respond as quickly as possible during the support hours listed above. Response times may vary depending on ticket volume and the complexity of your issue. For the most efficient help, please use the support ticket system in your dashboard whenever possible, as it allows us to track and document your request properly.
By using our services, you agree that customer support is provided solely for HostGrap-hosted services and infrastructure.
We are committed to providing respectful and professional customer service to all customers. In return, customers are expected to communicate with our staff in a respectful and professional manner.
Offensive language, harassment, threats, support spam, or repeated unnecessary requests will not be tolerated. If a support request has already been submitted, customers should allow our team reasonable time to review and respond. Submitting multiple tickets or repeated messages for the same issue will not speed up the resolution process, as all requests are handled through our support queue.
If a telephone call is not answered immediately, customers should avoid making repeated calls within a short period of time. Our team handles inquiries through a support queue, and unanswered calls will be returned as soon as reasonably possible. Repeated calls will not result in faster assistance.
We are only able to provide support for services directly provided by us. We are not responsible for providing support, advice, troubleshooting, or answers regarding third-party services, software, applications, or companies that are not under our management or control.
We reserve the right to limit or suspend support access for up to thirty (30) days, or longer in cases of repeated violations.
These Terms of Service, and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims), shall be governed by and construed in accordance with the laws of the Democratic Socialist Republic of Sri Lanka, without regard to its conflict of law principles.
You agree to submit to the exclusive jurisdiction of the courts located in Kurunegala, Sri Lanka for the resolution of any disputes, claims, or proceedings arising out of or relating to these Terms of Service, the Services, or your use thereof.
Any dispute arising under these Terms shall be resolved on an individual basis only. You agree that you will not bring or participate in any class action, consolidated action, or representative proceeding against HostGrap.
These Terms are provided in the English language. In the event of any translation of these Terms into another language, the English version shall prevail.
By using the HostGrap Services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service. These Terms are designed to maintain the quality, security, stability, and integrity of our services while ensuring a fair and reliable experience for all customers.
Thank you for choosing HostGrap!
