North America Integrated Systems Solutions Corp (“NAISSCO”)
Last updated: February 2, 2026

These Terms of Service (“Terms”) govern your access to and use of the Matrix Domain Hosting websites, including matrixdomainhosting.ca and billing.matrixdomainhosting.ca and other subdomains (collectively, the “Site”), and any products or services we provide (collectively, the “Services”).

By ordering, accessing, or using any Services, you confirm that you have read, understood, and agree to be bound by these Terms and all policies incorporated by reference.

Company: North America Integrated Systems Solutions Corp (“NAISSCO”)
Head Office: Saskatoon, Saskatchewan, Canada

Support: support@matrixdomainhosting.ca
Billing: billing@matrixdomainhosting.ca

These Terms incorporate by reference the policies posted at: matrixdomainhosting.ca/legal (the “Legal Center”), including (where applicable):

• Privacy Policy
• Acceptable Use Policy (“AUP”)
• Domain Names Policy

If there is any conflict between these Terms and a service-specific policy, the service-specific policy controls for that service.

We may update these Terms from time to time to reflect changes in Services, technology, law, or business operations. Unless a shorter period is required by law, updated Terms become effective 15 days after posting in our Legal Center. Your continued use of the Services after the effective date means you accept the updated Terms.

You may use the Services only if you:

• Are at least 18 years old (or have legal capacity where you live), and
• Can enter into a legally binding agreement, and
• Are not prohibited from receiving Services under applicable law.

If you are ordering on behalf of an organization, you represent that you have authority to bind that organization.

You must provide and maintain accurate, current information in your client profile, including legal name, address, phone number, and email. You agree to update your information within 10 days of changes.

We may rely on your account information for identity verification, billing, security, and service notices. If we believe your information is inaccurate, misleading, or incomplete, we may suspend or terminate Services.

You are responsible for safeguarding your passwords, API keys, and all access credentials (“Account Access Information”). You are responsible for all activity under your account, whether authorized by you or not.
Notify us immediately of suspected unauthorized access. We are not responsible for losses caused by compromised credentials, except where required by law.

Service features, limits, and pricing are described on the Site, your order form, and/or in your client area. In shared environments, resources (CPU, RAM, disk I/O, processes, files/inodes, bandwidth, etc.) are subject to reasonable and fair use to protect platform stability.

If your usage threatens platform performance or violates the AUP (Acceptable Use Policy), we may (at our discretion) throttle resources, require configuration changes, request an upgrade, suspend, or terminate Services.

“Your Content” means all files, databases, emails, code, and other data you store, transmit, or process through the Services.

You represent and warrant that:

• You have all rights to use and host Your Content,
• Your Content and your use of the Services comply with applicable laws, and
• Your Content does not violate the AUP.

We do not generally monitor Your Content, but we may investigate where we reasonably believe there is a violation, security risk, abuse report, legal requirement, or platform risk.

Your use must comply with our AUP. Without limiting the AUP, you may not use the Services to:

• Send spam or operate bulk unsolicited messaging
• Host or distribute malware, phishing, or credential harvesting
• Operate illegal marketplaces or illegal content distribution
• Infringe copyright/trademark or other intellectual property rights
• Engage in hacking, scanning, brute forcing, DDoS, botnets, or exploit delivery
• Run cryptocurrency miners on shared hosting (unless explicitly allowed in writing)
• Use hosting primarily as a file archive/backup repository unrelated to a website/service purpose

We are the final arbiter of what constitutes prohibited use for platform safety.

10. Backups and Recovery

10.1 MDH-Managed Backups

For managed website packages that expressly include backup services, Matrix Domain Hosting (MDH) configures and manages automatic off-server backups of the hosted website files and database.

For eligible managed website packages, the standard backup configuration includes:

• Automatic website and database backups using Canadian-region off-server storage.

• A backup maximum-age target of 24 hours.

• Backup retention of up to 30 days.

• Restoration coordination through MDH technical support.

These settings represent the configured backup service, not a guarantee that a backup will always be available from a particular date or time.

Backup intervals may occasionally exceed their target because of platform load, maintenance, technical failures or other operational circumstances.

10.2 Backup Coverage and Limitations

Managed backups cover the website files and database included in the applicable hosting service.

Unless expressly stated otherwise, backups do not automatically include business email mailboxes, external applications, third-party platforms or information stored outside MDH's managed website environment.

Backups may be incomplete, corrupted, delayed or unavailable because of technical failures, storage limitations, security incidents, excessive resource consumption or circumstances beyond MDH's reasonable control.

MDH may take reasonable protective measures when backup operations threaten platform stability. Where feasible, MDH will notify affected clients of material backup-service interruptions and work toward restoring normal backup operations.

Backups do not guarantee continuous data protection, zero data loss or successful recovery in every circumstance.

10.3 Customer Data Access, Exports and Responsibilities

MDH recognizes that clients using managed website services may not have unrestricted access to WordPress administration, hosting control panels or underlying databases.

To support client ownership and independent retention of business records, MDH provides assistance with standard supported business-data exports.

For managed website subscriptions:

• Clients may request one standard business-data export bundle per calendar month at no additional charge.

• Export requests must be submitted through an authorized MDH support channel.

• MDH will verify the requesting client's authorization before releasing business or personal information.

• Standard exports may include supported product, customer, order and website-content data, to the extent available through the deployed website's export capabilities.

• Exports will be provided in available structured formats, such as CSV or XML, using an appropriately secured delivery method.

• Specialized reporting formats, custom data extraction, complex integrations, additional export services and automated recurring exports may require separate quotations and prior client approval.

A standard export is not necessarily a complete website backup, database dump or fully portable replacement of all installed software and integrations.

Clients remain responsible for securely retaining the independent copies they receive and for preserving records maintained in external accounting, banking, payment-processing or other third-party systems.

MDH-managed website backups are intended for operational recovery and are not substitutes for permanent business records or statutory record-retention requirements.

The standard export allowance does not restrict rights or obligations concerning access to, correction of, or portability of personal information under applicable privacy laws. Such requests will be handled separately in accordance with applicable legal requirements.

10.4 Website Restoration

Clients may request restoration assistance through MDH's designated support channel.

Restoration is subject to:

• The availability and integrity of a suitable backup.

• The technical feasibility of restoration.

• Applicable backup retention periods.

• Account ownership and authorization verification.

• Any applicable restoration charges identified in the service agreement.

Restoring a previous backup may overwrite existing website files, database records, orders or changes made after the selected backup was created.

MDH will seek the client's authorization before performing a requested restoration that could overwrite current data, except where otherwise permitted under the applicable service agreement.

Restoration work requiring additional charges will be quoted for client approval before chargeable work begins.

No specific recovery completion time or guaranteed recovery point is included unless expressly agreed in a separate service-level arrangement.

10.5 Services Without Included Backups

For services that do not expressly include MDH-managed backups, clients are responsible for arranging appropriate backup protection.

Any optional or courtesy backup services are subject to their separately published terms and limitations.

If email services are included or purchased:

• You must comply with anti-spam rules and applicable laws (including Canadian anti-spam law where applicable).
• We may suspend outbound mail or the entire service if we detect spam-like behavior or reputation damage risks.
• Deliverability is influenced by third-party networks and recipient systems; we do not guarantee inbox placement.

12.1 Domain Services Are Subject to Registry/Registrar Rules

Domain registrations, renewals, transfers, and related services are also governed by:

• Registry rules for each TLD
• ICANN rules (where applicable)
• Registrar and dispute policies (including UDRP/URS where applicable)

You agree to comply with all such rules.

12.2 Domain Availability and Registration

Search results are not a guarantee of availability. A domain is not registered until confirmed by the relevant registrar/registry.

12.3 WHOIS Accuracy and Verification

You must provide accurate registrant contact information and keep it updated. Incorrect information may result in suspension, cancellation, or loss of domain under registry/registrar rules.

12.4 Domain Privacy / ID Protection

If offered, domain privacy may not be available for all TLDs and cannot prevent third parties from publishing data previously captured. Domain privacy fees are generally non-refundable.

12.5 Domain Renewals and Redemption

It is your responsibility to ensure domains are renewed before expiry. If a domain expires, it may enter grace/redemption/restore phases with additional fees. If not renewed in time, it may become publicly available and could be registered by someone else.

If we provide migration assistance, it is a courtesy service unless otherwise stated. Migrations may be limited by compatibility, credentials, data size, and complexity. We do not guarantee that all elements will migrate perfectly. You remain responsible for verifying your site, apps, email, and data after migration.

If your plan includes an up-time commitment, we will use commercially reasonable efforts to provide service availability measured monthly.

Service may be considered unavailable if our hosting platform does not respond to external checks. Scheduled maintenance and events outside our reasonable control are excluded.

If you believe you are eligible for a credit, you must request it through your client area or by contacting billing within a reasonable time after the incident. Domains are not eligible for up-time credits.

14.1 99.9% Monthly Server Availability (Uptime SLA)

Service eligibility

Matrix Domain Hosting (operated by NAISSCO) provides a 99.9% monthly server-availability commitment for eligible hosting services, including Managed Website Starter, Growth and Advanced subscriptions.

What the guarantee covers

The SLA applies to the availability of MDH-managed hosting infrastructure supporting the client's production website. Availability is evaluated monthly using external monitoring checks, server records and available incident evidence.

This is a server-availability commitment, not a guarantee that every WordPress feature, WooCommerce transaction, third-party integration or business function will operate without interruption.

Exclusions

The following are excluded from qualifying downtime:

• Scheduled maintenance and necessary emergency maintenance.

• Events outside MDH's reasonable control, including force majeure, upstream carrier failures and large-scale network attacks.

• Problems caused by client actions, unauthorized changes, expired domains, DNS misconfiguration, application errors outside MDH's managed infrastructure responsibility, excessive resource usage or policy violations.

• Isolated or localized connectivity problems that cannot reasonably be verified through external monitoring.

Infrastructure outages attributable to MDH's own server or network management are not excluded merely because they result from MDH's actions.

Availability measurement and credits

Monthly availability is calculated using the total minutes in the calendar month, excluding qualifying exclusions.

If qualifying downtime exceeds 0.1% of the calendar month, the client becomes eligible for an initial service credit equal to 5% of the applicable monthly recurring subscription fee.

An additional 5% credit applies for each further complete hour of qualifying downtime beyond the 0.1% allowance.

The total credit cannot exceed 100% of the applicable monthly recurring subscription fee for the affected service.

Credit calculation for managed website packages

For monthly subscriptions, credits are calculated using the pre-tax recurring managed website subscription fee.

For annual subscriptions, credits are calculated using one-twelfth of the pre-tax annual managed website subscription fee.

Setup fees, domain charges, taxes, separately billed services and one-time professional services are excluded from the credit calculation.

Requesting a credit

Clients must submit requests through the designated MDH support or billing channel within 30 days after the end of the affected calendar month.

Requests are reviewed using available monitoring and incident records. Only one consolidated SLA credit request per affected service per month will be processed.

Approved credits are issued as account credits for eligible future invoices, not cash payments.

Accounts must be in good standing to qualify.

Additional limitations

The SLA does not guarantee uninterrupted website operation, zero downtime, a specific recovery time or compensation for lost business revenue. Technical support and application-level issues remain subject to the applicable managed-service terms.

15.1 Subscription Start Date and Renewal Timing

For MDH managed website subscriptions, the first subscription payment and applicable one-time setup fee are charged when the purchase is successfully completed.

The subscription billing period begins at purchase, including while MDH performs onboarding, website preparation, configuration, testing and client review.

Monthly or annual renewals follow the original subscription schedule established at purchase. The website's publication date does not automatically postpone or restart the billing cycle.

The target website launch date is established after the required client information and project scope are confirmed. Missing materials, outstanding approvals, domain-related actions, third-party verification and agreed scope changes may affect the implementation schedule.

These billing arrangements do not remove MDH's responsibility to perform its contracted obligations or affect remedies required by applicable law.

15.2 Automatic Renewal and Payment Authorization

Where a subscription is identified as automatically renewing, the client authorizes recurring payments according to the billing frequency and terms accepted at checkout.

Authorized recurring charges are processed using the client's approved payment method until the subscription is cancelled or otherwise terminated in accordance with the applicable terms and law.

Simply storing a payment method does not, by itself, authorize unrelated recurring charges.

Clients are responsible for keeping their billing information current and may review their subscription information through the MDH Client Area.

15.3 Subscription Cancellation and Non-Renewal

Clients may request cancellation of future managed website subscription renewals through their MDH Billing Account, where available, or through MDH billing support.

To prevent the next automatic renewal charge, cancellation must take effect before the payment provider processes that renewal. MDH does not require a separate 10-day advance notice for managed website subscription non-renewal.

Unless an earlier termination is agreed or required by applicable law, managed services generally continue until the end of the current paid subscription period. MDH will confirm the effective service termination date.

Clients should arrange any necessary website-data exports, domain management changes and email transitions before service termination. Domain registrations and third-party services may have separate cancellation and renewal requirements.

Refunds and payment adjustments are governed by Section 17 and applicable law.

15.4 Non-Payment, Suspension, and Termination

Overdue services may be suspended and later terminated/deleted. Reactivation may incur fees. Data deletion after termination may be permanent.

15.5 Taxes

Prices may exclude applicable taxes unless stated otherwise. You are responsible for applicable Canadian sales taxes (e.g., GST/HST/PST) based on your billing address and applicable rules.

16.1 Late Payments

Overdue invoices may incur administrative fees and/or interest as permitted by law and maybe described in your invoice or the Legal pages.

16.2 Chargebacks

If you initiate a chargeback without first contacting us to resolve the issue, we may suspend Services during investigation and may charge reasonable administrative fees related to the chargeback process, where permitted by law.

16.3 Billing Disputes

You must notify us of billing disputes within a reasonable time (recommended: within 30 days) of the charge date so we can investigate.

17.1 General Refund Policy

Unless expressly stated in a specific service agreement, Matrix Domain Hosting (MDH) does not offer a general free-trial period or voluntary money-back guarantee for managed website subscriptions.

Refund requests are assessed according to the accepted service agreement, the services performed, applicable charges and governing law.

17.2 Managed Website Subscriptions and Setup Fees

Managed website subscriptions begin at purchase. The initial subscription payment and applicable one-time setup fee are charged when the order is successfully completed.

The one-time setup fee covers the agreed website implementation services. Subscription fees cover the contracted managed-service period, including applicable onboarding and preparation activities.

Cancellation does not automatically entitle the client to a full or prorated refund. Amounts payable or refundable following cancellation are determined according to the services performed, applicable contractual obligations and requirements of law.

The website's launch date does not independently determine refund eligibility. No automatic launch-delay credit or refund is promised.

Nothing in this section limits a client's statutory rights or remedies arising from MDH's failure to fulfil its contractual obligations.

17.3 Domains, Third-Party Services and Additional Work

Domain registration, renewal, transfer and other registry-related charges may be non-refundable once the applicable transaction has been processed, subject to registrar rules and applicable law.

Fees for third-party licences, external services, completed professional work and separately approved custom development are assessed according to the applicable service terms, work performed and legal requirements.

Where cancellation occurs before services are completed, any amounts retained or refunded will be determined in accordance with the applicable agreement and law.

17.4 Refund Requests and Processing

Clients may submit refund or billing-adjustment requests through the MDH Client Area or designated billing support channel.

MDH will review the request, relevant payment records, services performed and applicable contractual obligations.

Approved monetary refunds will ordinarily be returned to the original payment method where feasible. Account credits may be used where permitted by law and agreed with the client.

Any mandatory statutory refund obligations remain unaffected by this policy.

If we assign an IP address to you:

• You have no ownership rights in the IP address.
• IP assignments are subject to upstream provider policies and applicable RIR(Regional Internet Registry) requirements (e.g., ARIN(American Registry for Internet Numbers) in North America).
• We may require justification and may reclaim or reassign IPs as needed for compliance or operational reasons.
• IP changes may cause temporary service disruption due to DNS propagation and configuration updates.

Some Services may rely on third-party providers (e.g., datacenters, network carriers, registrars, email delivery providers, software licensors). Third-party outages, policy changes, or limitations may affect service availability and performance. Where third-party terms apply, you agree to comply with them.

To the maximum extent permitted by law, the Services are provided “as is” and “as available.” We disclaim all warranties, express or implied, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

We do not warrant that Services will be uninterrupted, timely, secure, error-free, or that defects will be corrected immediately.

To the maximum extent permitted by law:

• We are not liable for indirect, incidental, special, consequential, or punitive damages, including loss of profits, revenue, business, goodwill, or data.
• Our total cumulative liability for any claim related to the Services will not exceed the amount you paid us for the affected Service in the 12 months preceding the event giving rise to the claim.

Some jurisdictions do not allow certain limitations; in that case, limitations apply to the maximum extent allowed.

You agree to indemnify, defend, and hold harmless NAISSCO, its directors, officers, employees, and contractors from any claims, damages, liabilities, costs, and expenses (including reasonable legal fees) arising from:

• Your Content,
• Your use of the Services,
• Your violation of these Terms or the AUP,
• Your violation of any law or third-party right.

We may suspend or terminate Services (in whole or part) if:

• You violate these Terms/AUP/policies,
• Your use creates security, abuse, or legal risk,
• Payments are overdue,
• We are required to do so by law, court order, or regulatory request.

We may act without prior notice where necessary to prevent harm, comply with law, or protect the platform. Where feasible, we will attempt to notify you.

Abusive, threatening, harassing, discriminatory, or profane communications toward staff or other clients are not permitted. We may restrict support channels or suspend/terminate Services for violations. We may also take legal action as the law permits.

While you are a client and for 12 months after you cease being a client, you agree not to knowingly solicit for employment or contract any NAISSCO employee/contractor you interacted with through the Services, except through general public job postings not targeted to that person.

We are not liable for failure or delay in performance caused by events beyond our reasonable control, including natural disasters, war, terrorism, labor disputes, power failures, internet backbone failures, carrier issues, pandemics, government actions, and large-scale cyberattacks.

We may provide notices via email, client area notifications, or postings in the Legal Center. You consent to electronic communications. Notices to us should be sent to:

• billing@matrixdomainhosting.ca (billing)
• support@matrixdomainhosting.ca (support)
• info@matrixdomainhosting.ca (general inquiries)

If any provision is found unenforceable, the remaining provisions remain in effect.

These Terms are governed by the laws of Saskatchewan and the applicable laws of Canada, without regard to conflict-of-law rules. The parties submit to the exclusive jurisdiction of the courts located in Saskatoon, Saskatchewan, unless applicable law requires otherwise.

These Terms are provided in English. A French version may be provided in the future. In the event of a conflict between translations, the English version will control unless prohibited by law.