01 Scope and user responsibility

This Acceptable Use Policy applies to all use of services supplied, operated or managed by SmartApps Limited, including:

• web hosting and cPanel accounts;
• email hosting and messaging services;
• domain-related services;
• cloud infrastructure and virtual servers;
• websites, web applications and mobile applications;
• custom software and business systems;
• artificial-intelligence and automation services;
• application programming interfaces and integrations;
• storage, backup and database services; and
• any network, platform or technical resource provided by SmartApps.

The policy applies to customers, account owners, employees, contractors, authorised users and any person who accesses a SmartApps service through a customer’s account.

Account owners are responsible for activity conducted through their accounts, including activity by their users, applications, scripts, devices and credentials. Customers must ensure that all authorised users comply with this policy.

SmartApps will interpret and apply this policy reasonably, in good faith and in accordance with applicable law. The circumstances, seriousness, technical impact, intent and previous violations may be considered when determining an appropriate response.

02 Prohibited and harmful content

You may not store, publish, upload, generate, distribute or transmit content through a SmartApps service that:

• depicts, promotes, facilitates or exploits child sexual abuse or child pornography;
• contains unlawful pornography or sexually exploitative material;
• incites, encourages or makes credible threats of violence;
• constitutes targeted harassment, intimidation or unlawful hate speech;
• promotes terrorism, violent extremism or participation in unlawful violent organisations;
• is fraudulent, deliberately deceptive or connected to a pyramid, chain-letter or similar unlawful scheme;
• is defamatory or unlawfully violates another person’s privacy, dignity or reputation;
• creates an unreasonable risk to a person’s safety, health or property;
• creates an unreasonable risk to public safety, public health or national security;
• unlawfully interferes with or obstructs a law-enforcement or regulatory investigation;
• unlawfully discloses trade secrets, credentials, personal data or confidential information;
• assists others in defeating access controls, licensing restrictions or technical copyright-protection measures;
• infringes another person’s copyright, trademark, patent, service mark or other proprietary right;
• promotes illegal drugs, unlawful gambling, illegal arms trafficking or other prohibited trade;
• contains malicious code, ransomware, spyware, credential stealers or other harmful software;
• impersonates another person or organisation without lawful authority;
• solicits, facilitates or provides instructions for unlawful conduct; or
• is otherwise unlawful, malicious or likely to expose SmartApps, its infrastructure or other customers to retaliation or material harm.

Content published or transmitted through a SmartApps service includes website content, files, databases, email, messages, application output, bulletin-board posts, forum posts, chat messages, API responses and any other digital communication that relies on a SmartApps service.

03 Security obligations

Customers and users must take reasonable steps to protect their accounts, systems and data. At a minimum, you must:

• keep passwords, access keys and authentication codes confidential;
• use strong and unique passwords;
• enable multi-factor authentication where available;
• limit access according to each user’s responsibilities;
• remove access promptly when it is no longer required;
• keep software, plugins, themes and dependencies reasonably updated;
• apply security patches within a reasonable period;
• maintain appropriate backups for information under your control;
• protect devices used to access SmartApps services;
• avoid sharing accounts between unauthorised users;
• notify SmartApps promptly of suspected unauthorised access; and
• cooperate with reasonable security investigations and remediation requests.

You must not knowingly allow a compromised website, account, server or application to remain connected to SmartApps infrastructure after becoming aware of the compromise.

SmartApps may require a password reset, software update, access restriction, malware removal or other reasonable security measure before restoring an affected service.

04 Internet and network abuse

You may not engage in illegal, abusive, disruptive or irresponsible network activity, including:

• accessing or attempting to access data, accounts, systems or networks without express authorisation;
• probing, scanning or testing a system or network for vulnerabilities without the owner’s express permission;
• bypassing or attempting to bypass authentication, access controls, security restrictions or usage limits;
• monitoring, intercepting or collecting network data or traffic without lawful authority;
• phishing, credential theft, password harvesting or social engineering;
• using an internet account, device, server or computing resource without the owner’s permission;
• introducing or distributing malware, ransomware, spyware, worms, trojans, botnet software or other harmful code;
• denial-of-service attacks, distributed denial-of-service attacks, mail bombing, flooding or deliberate overloading;
• forging an IP packet header, email header, sender identity, routing information or other technical identifier;
• operating an open proxy, open mail relay or public tunnel that creates an unreasonable security or abuse risk;
• controlling or participating in a botnet or compromised-device network;
• using SmartApps infrastructure to attack, compromise or disrupt another provider or user;
• attempting to conceal the source, destination or purpose of abusive network activity; or
• using SmartApps services in a manner that unreasonably interferes with other customers or the stability of the network.

05 Email, bulk messaging and spam

Unsolicited email

You may not send unsolicited commercial email, whether individually or in bulk, to a person who has not consented or who has indicated that they do not wish to receive it.

You must also comply with the rules of any other email provider, network or platform accessed through SmartApps services.

Bulk commercial email

Prior written approval from SmartApps is required before using a SmartApps service for bulk commercial email. Approval may be given only where you can demonstrate that:

• each intended recipient provided affirmative and verifiable consent to receive the type of email being sent;
• the consent process included reasonable measures to confirm that the person controlled the relevant email address;
• you retain evidence of consent and can provide it to SmartApps within 72 hours of a request;
• the email accurately identifies the sender and does not use a misleading subject line, sender name or reply address;
• the message explains how the recipient’s address was obtained where appropriate;
• each marketing email provides a clear and functional unsubscribe method;
• unsubscribe requests are honoured within 72 hours or sooner where required by law;
• a working contact or abuse address is displayed on the website associated with the mailing;
• each associated domain has an accessible Privacy Policy;
• you maintain a procedure for recording and investigating complaints;
• you do not obscure the origin, routing or intended recipient of the email; and
• you comply with applicable privacy, electronic-communications and anti-spam laws, including foreign laws where they apply to your recipients.

These requirements apply to messages sent directly through SmartApps services and to messages sent through another provider that advertise, promote or direct recipients to a website or service hosted by SmartApps.

You may not use a third-party email provider to avoid these requirements or use a provider that knowingly permits similar abusive conduct.

06 Copyright and intellectual property

You may not upload, publish, distribute, reproduce, sell or otherwise use music, software, video, images, writing, databases, designs or other protected work unless:

• you own the relevant rights;
• you have express permission or an appropriate licence from the rights holder; or
• the use is otherwise permitted by applicable intellectual-property law.

SmartApps may remove or restrict access to allegedly infringing content after receiving a sufficiently detailed and credible complaint.

Accounts associated with repeated or deliberate infringement may be suspended or terminated where appropriate.

An intellectual-property complaint should identify the protected work, the allegedly infringing material, its location, the complainant’s contact details and the basis on which the complainant is authorised to act.

07 Resource and platform abuse

You must use SmartApps infrastructure within the resource limits and intended purpose of the purchased service.

Unless SmartApps has provided prior written approval, you may not:

• consume excessive processing, memory, storage, bandwidth, database or email resources in a way that harms other users;
• use shared hosting for cryptocurrency mining, proof-of-work calculations or similar intensive computation;
• operate file-sharing, video-streaming, backup-resale or download services outside the intended plan;
• store large amounts of unrelated data solely to avoid purchasing an appropriate storage service;
• run continuous scripts, crawlers, scraping tools or automated jobs that create unreasonable load;
• resell or sublicense a service where the purchased plan does not permit resale;
• circumvent storage, bandwidth, request, account or API limits; or
• use a service in a way that threatens platform stability, performance or security.

SmartApps may temporarily limit a resource-intensive process where necessary to maintain the security and availability of shared services. Where practical, we will contact the customer to discuss optimisation or migration to a more suitable service.

08 Artificial intelligence and automated services

AI, chatbot, document-processing and automation services must not be used to:

• generate, facilitate or distribute content prohibited by this policy;
• impersonate a real person deceptively or create fraudulent identities;
• conduct phishing, fraud, social engineering or credential theft;
• make unlawful decisions about employment, education, credit, healthcare, access or another significant opportunity;
• process personal or confidential information without an appropriate legal basis and authority;
• generate malware, exploit code or instructions intended to compromise systems;
• manipulate users through deceptive automated communication;
• create or distribute misleading synthetic media without appropriate disclosure where disclosure is necessary;
• evade safety restrictions, usage controls or technical limits; or
• submit content or data that you do not have the right to use.

Users are responsible for reviewing AI-generated output before relying on, publishing or acting upon it. AI-generated material may be inaccurate, incomplete or inappropriate for a particular purpose.

09 Privacy and personal data

You may not collect, use, store, disclose, sell, publish or otherwise process personal information through a SmartApps service unless you have an appropriate legal basis and comply with applicable privacy and data-protection law.

Customers who process personal information must:

• provide any legally required privacy notices;
• obtain consent where consent is required;
• limit collection to information reasonably necessary for the stated purpose;
• apply appropriate security and access controls;
• respect applicable data-subject rights;
• avoid unlawful surveillance, tracking or profiling;
• report relevant security incidents as required by law; and
• apply additional protections when processing children’s or sensitive information.

You may not use SmartApps services to publish another person’s private information, credentials, identity documents, financial information or sensitive records without lawful authority.

10 Newsgroups, forums and other networks

When using SmartApps services to participate in a bulletin board, discussion group, chat platform, newsgroup, forum or external network, you must comply with that platform’s rules and accepted conventions.

This includes restrictions concerning off-topic content, unsolicited commercial messages, harassment, automated posting, duplicate submissions and mass posting to multiple groups.

Access to another network through SmartApps does not authorise conduct that the other network prohibits.

11 Domain names and account information

You must provide and maintain accurate, complete and current account, billing and contact information.

You must also maintain valid registration information with the relevant domain registrar or registry for every domain connected to a SmartApps service.

You may not use false, stolen, misleading or unauthorised identity, contact, ownership or payment information.

SmartApps may request reasonable evidence to verify account ownership, domain authority, payment authorisation or the identity of a person requesting a sensitive account change.

12 Investigation and enforcement

Where SmartApps reasonably suspects a violation, we may investigate available account, content, complaint, traffic and system information in accordance with applicable law and our Privacy Policy.

Depending on the nature and seriousness of the violation, SmartApps may:

• issue a warning or request corrective action;
• require removal or modification of prohibited content;
• limit email, network, API or account functionality;
• isolate an infected website, application or server;
• temporarily suspend all or part of a service;
• remove content where legally permitted or required;
• terminate the affected service or account;
• preserve evidence relating to suspected unlawful conduct;
• notify an affected provider, rights holder or customer;
• report suspected unlawful activity to the appropriate authority; or
• take other reasonable action necessary to protect users and infrastructure.

SmartApps may act without advance notice where immediate action is reasonably necessary to address a security incident, unlawful activity, significant service disruption, threat to another person or legal requirement.

Where appropriate, a customer may contact SmartApps to provide relevant information or request reconsideration of an enforcement decision.

13 Monitoring and responsibility

SmartApps does not undertake a general obligation to monitor or police all customer content and activity.

However, SmartApps may use reasonable automated and manual measures to:

• operate and secure its services;
• detect malware, spam, abuse or service instability;
• investigate a complaint or suspected violation;
• respond to a security incident;
• comply with a lawful request or legal obligation; and
• enforce applicable agreements and policies.

Customers remain responsible for their content, applications, communications, users and use of SmartApps services.

The absence of immediate enforcement does not mean that SmartApps has approved the activity or waived its right to act later.

14 Reporting abuse or asking questions

Reports should include enough information to identify and investigate the issue, such as:

• the relevant domain, URL, IP address or account identifier;
• a clear description of the suspected violation;
• the date and time of the activity;
• relevant email headers, screenshots or technical logs;
• the reporter’s contact information; and
• the basis on which the reporter is authorised to make the complaint.

Director-level enquiries regarding this policy may be sent to director@smartapps.mw .

You may also contact SmartApps by telephone at +265 992 341 888.

15 Changes to this policy

SmartApps may update this Acceptable Use Policy to address new services, technologies, security threats, abuse patterns, regulatory requirements or business practices.

The revised version will be published on this page with an updated effective or “last updated” date.

Continued use of the affected service after an updated policy becomes effective constitutes acceptance of the revised policy to the extent permitted by applicable law and the relevant service agreement.