Terms of Service (Customer Agreement)

Posted December 1, 2015

These provisions govern your usage of any of Hanep Hosting’s services. These terms are in full effect as soon as you place an order and will continue to be in effect while your services are active and operating. By purchasing any services, you acknowledge that you have read, agreed and understood all provisions in this agreement.

Usage of Hanep Hosting Services

  • You agree to provide current and accurate identification, contact information and other details upon registration and placement of order. You acknowledge that you are solely responsible for all activities that occur under your account.
  • Hanep Hosting reserves the right to suspend or terminate your service, or restrict access to your services without compensation and notice if you're found to be in violation of the Terms of Service (1) (2) (3), Acceptable Usage Policy and Resource Usage Policy (1,2,3,4,5,6,7). Hanep Hosting will be the sole arbiter to what constitutes a violation.
  • Hanep Hosting may modify its policies to be in effect as soon as they are published in its website.

Refusal of Service

Hanep Hosting has the right to refuse service to anyone who:

  • Has shown unacceptable, abusive or rude behavior verbally and physically which are not limited to threatening and use of vulgar words
  • Do not cooperate with Hanep Hosting in fixing a certain issue, or who requests for unreasonable demands
  • Provides fraudulent and inconsistent information
  • Declines to comply with Hanep Hosting terms, or is abusive of its services and policies
  • Are not eligible to be given service under USA or Philippine law

Account Information

  • You must provide your personal information, as CONTACT PERSON, upon purchase. Regardless whether you're representing an organization, you must accurately provide details specifically for the following fields: First Name, Last Name, and Year of Birth. You are responsible in keeping your profile information accurate and updated at any point in time.
  • You agree to keep a valid and working email address, and to receive emails from Hanep Hosting regarding your services, updates and promotions.
  • Hanep Hosting, in its discretion, may require additional identification proof at any time.


  • Services are to be paid in advanced before they are activated.
  • Web Hosting services, Domain Registration and Renewals have an annual billing term (12-months).
  • New purchases must be paid within seven (7) days after placement of order.
  • Renewal invoices will be sent to your email 15-30 days before service expiry date.
  • Renewal invoices should be paid before its due date, otherwise your services will be suspended one (1) day from invoice due date.
  • Unpaid services will be terminated and cancelled after seven (7) days from service expiry date.


  • You agree to shoulder any service and handling fees depending on the mode of payment you've chosen (i.e. Cebuana and LBC fees and inter-bank fees).
  • Hanep Hosting charges a small handling fee for Paypal and Credit Card payments.
  • Chargebacks and disputes against any payment mode will result to immediate termination of service and cancellation of order. You are prohibited to place any further orders during this time.

Service Activation

  • You must fill up the payment form and submit your payment transaction details before your service is activated.
  • If your profile and contact information is not in accordance with the Terms of Service, your order will be put on hold until your details are corrected.
  • Service activation is only performed during Business Hours (Weekdays 10AM-5PM, except holidays). Please expect to receive your Account Information email right after your order is activated. Check both your inbox and junk folders.

Service Modification

  • You may upgrade or downgrade your chosen service package by submitting a support ticket.
  • Downgrading your package will not grant  you any refund.
  • Upgrade fees will be based on the price difference of the higher package from the lower package.
  • There shall be no changes in the billing terms.

Service Cancellation

  • You must submit a support ticket before your expiry date if you wish to have your services terminated immediately.
  • If your service expires and you did not send a cancellation request, it will be duly terminated after 7 days from invoice due date.

Service Suspension and Termination

  • Suspended services will disable any system or software in your account including emails and DNS.
  • You are responsible to resolve issues that may occur from your account within 24-72 hours.
  • Terminated accounts cannot be reinstated.

Money Back Guarantee & Refunds

  • Hanep Hosting offers a 7-day Refund with no questions asked. The seven day mark starts right after hosting account activation. In case of dispute, the date marked in cPanel's account creation field shall be used.
  • This only applies to web hosting packages. All services including domain registration, upgrades, SSL certificates and add-ons are final and non-refundable.
  • Excess payments, gateway fees, and late payment fees are non-refundable.
  • Refunds are only eligible for payments transmitted via Paypal, BPI Transfer-to-anyone Mobile App, and BDO Online Banking to ensure that the refund will be sent to the source accounts. 
  • Hanep Hosting, in its discretion, may request for additional identification proofs.
  • Your account must be in good standing at the time the refund will be issued.
  • If your package comes inclusive with a domain name (except add-on domain), the following fees shall be deducted: PHP 590 (.com), PHP 660 (.net, .org), PHP 1,130 (.me), PHP 1,520 (.co), PHP 1490 (.ph, .com.ph).
  • Refund requests must be sent through email or support ticket within 7 days after receipt of Account Information email.

Customer Responsibilities

  • Hanep Hosting services are all self-managed. Technical assistance may be provided as a courtesy and on a best-effort basis only.
  • Self-managed service means you are responsible for the maintenance of your website.
  • Your responsibilities as a customer include, but are not limited to:
    • Securing and optimizing your websites
    • Script installation, debugging and configuration
    • Email setup and configuration (including email clients)
    • Backup and restoration
    • DNS setup
    • File uploading and database creation/population

Customer Support Policies

  • If you encounter issues with your services, please submit a support ticket or send an email to info@hanephosting.com. This enables proper case tracking and logging.
  • Tickets are handled during Business Hours (weekdays 10AM - 5PM except holidays).
  • Any messages related to your services that were not received through email or support ticket shall be ignored.
  • No phone support as of this time.

Backup Policies

  • Hanep Hosting is not responsible for your backups.
  • Hanep Hosting may perform weekly backups in case of network or hardware failure but is not accountable for the accuracy and completeness of these backups.
  • Only services that do not exceed 1GB disk space are included in the backup rotation list. (case-to-case basis)

Domain Name Policies

  • Domain registration, renewal and transfer are final and non-refundable.
  • Domain names must always be paired with a Hanep Hosting web hosting package. This applies to both primary domain and add-on domains.
  • Unless Domain Forwarding is availed, Hanep Hosting will reject requests for nameserver changes.
  • Any price changes made by Hanep Hosting's partner registrars shall be reflected to its own pricing structure.
  • Your personal and contact information will be used on your domain WHOIS information in accordance with ICANN's policies.
  • You must provide the following information and keep them accurate, complete and up-to-date at any time, for storage in the WHOIS public database and in ICANN and the registry’s databases: your full legal name, postal address, e-mail address, telephone number. This is a process standard to all domain name registration services. Failure to comply with this policy may result to termination of services and forfeiture of all fees paid.
  • Your domain name of choice must not infringe or compromise any copyright, trademark, trade secret, patent or proprietary right; it must not constitute any legal violation; it must not be defamatory, libelous, fraudulent, tortuous, obscene, vulgar or otherwise offensive; and it must not cause any possible disputes or legal claims.
  • You recognize that registering a domain name does not give you a full exclusive ownership to the domain name or extension, but only a right to exclusively use the domain name for any legal purpose.
  • Once a domain name hit its expiration date without prior renewal, it may become available to third-parties, it may be forwarded to a different IP address or server, its WHOIS information may be changed or its WHOIS protection may be disabled. Hanep Hosting is not liable for any damages or losses resulting to non-payment of renewal fees.
  • During the expiry period of a domain name, you are only given a 15-day grace period for last minute renewal but Hanep Hosting does not guarantee the success of renewing an expired domain name. Hanep Hosting and the registry may charge re-activation fees for expired domain names.
  • You agree to be bound by Hanep Hosting's partner registrar's terms of service (1,2,3).

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