Terms and Conditions and Service Level Agreement (SLA)

Last updated: 22 July 2026

1Introduction

These terms and conditions govern the use of all services provided by Wojod. Using, purchasing or activating any service constitutes full acceptance of these terms.

2Definitions

Company: Wojod.
Customer: Any individual or legal entity that uses or purchases Wojod services.
Services: Domain registration, hosting, business email, cloud services, website design, and any future services the Company provides.

3Service activation

The service begins once Wojod completes activation.
Activation time may vary by service type.

4Customer obligations

The Customer agrees to:

Provide accurate and up-to-date information.
Keep login credentials safe.
Comply with the laws and regulations in force in the Kingdom.
Keep independent backups of important data.
Pay fees when they are due.

5Acceptable use policy

The services may not be used to:

Violate laws or regulations.
Send unsolicited messages (spam).
Host malicious software.
Commit online fraud, phishing or cyberattacks.
Infringe intellectual property rights.
Do anything that harms other customers or the service infrastructure.

Wojod may suspend the service immediately if any violation is found.

6Billing and payments

Fees are paid in advance.
Prices include VAT unless stated otherwise.
Failure to renew may result in the service being suspended or deleted.

7Cancellation and refunds

Domain fees cannot be refunded once the domain is registered successfully.
Other services are subject to their own refund policies.
Approved refunds are returned to the original payment method.

8Data ownership and privacy

The Customer keeps full ownership of their data and content.
The Company handles data in line with its Privacy Policy.
Data may be disclosed where the law or the competent authorities require it.

9Service Level Agreement (SLA)

9.1General Service Level Agreement

9.1.1Service availability

Wojod targets a monthly availability of no less than 99.9% for hosting, email and cloud services.

9.1.2Maintenance

Customers are notified of scheduled maintenance whenever possible.
Emergency maintenance may take place without prior notice.

9.1.3Technical support

Support channels are available around the clock.
Formal escalation procedures are available for critical cases.

9.1.4Ticket priorities

Priority	Description	Response time
P1 Critical	Complete service outage	1 hour
P2 High	Major impact on the service	4 hours
P3 Medium	Partial service degradation	8 hours
P4 Low	Inquiries or minor issues	1 business day

9.1.5Compensation

Monthly availability	Service credit
99.89% – 99.0%	5%
98.99% – 95.0%	10%
Below 95%	20%

Compensation is given as credit toward future services only.

9.1.6General exclusions

The general Service Level Agreement does not apply to:

Issues caused by the Customer.
Failures caused by third-party providers.
Internet outages outside the Company’s infrastructure.
Force majeure.
Scheduled maintenance periods.

9.2Service Level Agreement — domain services

9.2.1Introduction

This document sets out the Service Level Agreement (SLA) that applies to domain services provided through the Wojod platform. It defines the target timeframes for processing requests, the reference conditions and the exclusions, so that our customers have a professional and reliable experience.

9.2.2Domain service level matrix

ServiceTarget timeTime starts atExceptions and dependencies

New domain registration24 – 48 business hoursPayment completed, documents attached, and the administrative contact’s approvalRestricted domains .edu.sa.sch.sa.med.sa.org.sa are subject to SaudiNIC’s review time.

Updating a request after rejection24 – 48 business hoursThe request is resubmitted after the noted issues are correctedMissing documents or an unavailable verification code (OTP) pauses the clock.

Domain renewal24 – 48 business hoursContact approval (OTP) + payment confirmationThe domain must be within the renewal grace period.

Domain restoration24 – 48 business hoursPayment confirmation + the administrative contact’s approvalAvailable only within 30 days of the expiry date.

Incoming transfer (to the platform)24 business hours48 hours (weekends)Auth code entered + payment + contact approvalDepends on how quickly the current contact approves, and is subject to the 60-day restriction.

Outgoing transfer (from the platform)24 – 48 business hoursAn unlock request or an auth code request is submittedThe domain must not be locked or within a regulatory hold period.

Ownership transfer (assignment)24 – 48 business hoursApproval of both parties + certified letters uploaded (if required)Delays by the Customer in providing certified letters fall outside the SLA.

Updating contact or organization details24 – 48 business hoursThe certified letter is uploaded through the platformThe time the Chamber of Commerce takes to certify is the Customer’s responsibility and is not counted.

Domain deletion24 – 48 business hoursThe deletion request is submitted and approvedThe regulator may impose a waiting period before final deletion.

Locking or unlocking a domain24 – 48 business hoursThe request is received through the systemThe action may be blocked automatically depending on the domain’s status.

9.2.3General service terms

Business days and hours: Business hours run from Sunday to Thursday. Requests submitted over the weekend (Friday and Saturday) may need additional time (48–72 hours).
Maximum processing time (outer limit): All requests are followed up and processed within a maximum of 96 business hours, excluding official holidays.
Third-party dependencies (SaudiNIC): Any action that requires escalation to, or approval from, the Saudi Network Information Center (SaudiNIC) is subject to its regulatory ceiling (a maximum of 3 business days).
Customer responsibility: The SLA clock starts only once the Customer has met every requirement (paying the fees, attaching the correct documents, entering OTP codes and giving the required approvals).

9.2.4Registry dependencies (SaudiNIC EPP)

Some domain operations are carried out through the EPP protocol of the Saudi Network Information Center (SaudiNIC). While the Wojod platform commits to processing, verifying and submitting eligible requests within the stated time, the final time to complete an operation depends on SaudiNIC’s processing and response times.

The Wojod agreement covers receiving the request, verifying it, processing it and submitting it successfully to the SaudiNIC EPP system.
The agreement does not cover any waiting time caused by the registry’s processing, the execution of EPP commands, regulatory procedures, maintenance, or causes beyond Wojod’s control.
For operations that need confirmation from the registry (registration, transfer, renewal, restoration, ownership transfer, details update), Wojod’s SLA commitment is met as soon as the request is submitted successfully to the SaudiNIC EPP system.
If SaudiNIC has an outage, scheduled maintenance or a delay, the expected timeframe is extended automatically.
Wojod follows up on the status of requests and keeps the Customer informed until SaudiNIC completes them.

9.2.5General third-party dependencies

All services and devices provided through Wojod that depend on a third party (domains, email, SSL certificates, hosting) are subject to that party’s timeframes, processing and policies.

Wojod’s responsibility is limited to receiving the request, verifying it, processing it internally and submitting it to the relevant party.

10Complaints

The Customer may submit a complaint through the official channels.
The Customer is given a reference number for the complaint.
Complaints are reviewed within five business days.
If the Customer is not satisfied with how the complaint is handled, they may escalate it to the competent regulator.

11Limitation of liability

The Company is not liable for any indirect or consequential damages or loss of profits.

The maximum liability is limited to the total fees paid in the last 12 months.

12Force majeure

Neither party is liable for delays or interruptions caused by circumstances beyond its control.

13Amendments

Wojod may amend these terms and conditions and will publish the updated version on its website.

14Governing law

These terms are governed by the laws of the Kingdom of Saudi Arabia.

If the Arabic and English versions conflict, the Arabic version prevails.

15Saudi domain name (.sa) registration regulations

15.1Registrant (Customer) acknowledgements and obligations

In line with the regulations and rules issued by the Saudi Domain Name Center (SaudiNIC), part of the Communications and Information Technology Commission in the Kingdom of Saudi Arabia, the Customer acknowledges and agrees to the following regulatory acknowledgements as an integral part of this agreement:

15.1.1Regulatory awareness and compliance Clause 1-11-6

Full awareness of, and full compliance with, all of the “Saudi Domain Name Registration Regulations” and the standards and rules issued by SaudiNIC, along with any future amendments or updates to them.

15.1.2The right to transfer the domain name Clause 2-11-6

Acknowledgement of SaudiNIC’s absolute right to transfer the management of the Customer’s domain name to another registrar whenever the need or regulatory interest requires it, without any further permission.

15.1.3Dispute resolution Clause 3-11-6

A commitment to respond to all procedures under the “Saudi Domain Name Dispute Resolution Policy” and to comply fully with the decisions issued by the committees responsible for resolving those disputes.

15.1.4Accuracy of information Clause 4-11-6

A pledge and acknowledgement that all information, documents and details the Customer provides, and any changes relating to the domain name or the service request, are complete, accurate, correct and kept up to date.

15.1.5Enforcement of the regulations and disclaimer Clause 5-11-6

Acknowledgement and acceptance that the Commission and SaudiNIC have the full right to impose, apply and enforce the regulations contained in the registrar agreement and in the Saudi Domain Name Registration Regulations, without any legal or financial liability arising for either of them as a result.

If the Arabic and English versions differ, the Arabic version prevails.