Terms of Service

Last Updated: January 19, 2024

By using Vanilla Recovery Hub ("the Service"), you agree to these Terms of Service. Please read them carefully.

1. Service Description

Vanilla Recovery Hub provides account recovery guidance and support for social media and email platforms. We offer two service tiers: Basic (KES 1,500) and Premium (KES 2,000).

2. What We Provide

• Platform-specific recovery instructions
• Email and chat support
• Security guidance and best practices
• Premium: Screen-share assistance and priority support

3. What We Don't Provide

• We will NEVER ask for your password
• We cannot guarantee 100% recovery success (depends on platform policies)
• We cannot recover accounts permanently banned for policy violations
• We are not affiliated with Facebook, Instagram, Google, or other platforms

4. Payment Terms

• All payments are processed securely via IntaSend
• Prices are in Kenyan Shillings (KES)
• Payment is required before receiving recovery instructions
• Refunds are subject to our Refund Policy (see below)

5. Refund Policy

You are eligible for a full refund if:

• We don't respond within 48 hours of payment
• We determine your case is unrecoverable before providing service
• We fail to provide the promised service

No refunds if:

• Your account was permanently disabled by the platform for policy violations
• You don't follow our recovery instructions
• You provided incorrect information
• The platform denies recovery (beyond our control)

Refund requests must be submitted within 14 days.

6. User Responsibilities

You agree to:

• Provide accurate information
• Follow our recovery instructions
• Respond to our communications promptly
• Not use the service for illegal activities
• Not share your credentials with our team
• Maintain confidentiality of recovery guidance

7. Privacy & Security

We take your privacy seriously. Please review our Privacy Policy. Key points:

• We NEVER ask for passwords
• We don't share your data with third parties
• All communications are encrypted

8. Limitation of Liability

Vanilla Recovery Hub is not liable for:

• Actions taken by social media platforms
• Data loss during the recovery process
• Unsuccessful recovery attempts (platform-dependent)
• Any consequential or indirect damages

Our maximum liability is limited to the amount you paid for the service.

9. Platform Policies

Account recovery success depends on:

• Platform-specific policies and procedures
• Whether you have supporting documentation (ID, email access)
• Reason for account loss
• Account history and age

We provide guidance, but platforms make the final decision.

10. Intellectual Property

All content, including recovery guides and chatbot responses, is proprietary to Vanilla Recovery Hub. You may not reproduce or redistribute our materials without permission.

11. Termination

We reserve the right to refuse service or terminate access if you:

• Violate these terms
• Provide false information
• Engage in abusive behavior toward our team
• Use the service for illegal purposes

12. Changes to Terms

We may update these terms periodically. Continued use of the service constitutes acceptance of new terms. Significant changes will be communicated via email.

13. Governing Law

These terms are governed by the laws of Kenya. Any disputes will be resolved in Kenyan courts.

14. Support & Contact

For questions about these terms:

• Email: legal@vanillarecoveryhub.com
• Support: support@vanillarecoveryhub.com
• Hours: Monday-Saturday, 8 AM - 8 PM EAT

15. Acceptance

By submitting a recovery request and making payment, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.