Terms of Service

Thank you for choosing and trusting us. This is our terms of service. When users have misunderstandings or disputes with us, they will refer to the solutions described in these terms. All terms will be described in simple and clear words. We believe that misunderstandings and minor problems on both sides will have the opportunity to be resolved happily.

Definition:

You: user
Our: HHost (a subsidiary brand of Sowell Host Network Technology Co. Ltd.)

Service use

1-1: When you register an account, we requires you to provide your latest and accurate name, contact information and other information. You are responsible for maintaining the security of your account and are responsible for all activities that occur under your account. You are solely responsible for all content on the Service. We are not responsible for any loss or damage caused by your failure or due to provide us wrong information.
1-2: Based on risk control reasons, we can cancel or suspend any service under your account at any time and for any reason. Once canceled or suspended, you lost your right to use any service immediately, and you may not be able to access your content which stored in the service. You are responsible for backing up the data you use in the service. When canceling or suspending your service, we will refund the payment amount corresponding to the remaining service time in prorate.
1-3: The content in your service must comply with the laws of the country/region where the service located, and it must not violate this terms of service and the acceptable use policy.

Acceptable use policy

2-1: You agree and ensure that any violation or use listed in the "Acceptable Use Policy" will not occur. If it occurs, it may result in the suspension of the customer account or termination of the service, and no refund or compensation will be made, or even required to take relevant responsibilities.
2-2: Intentional or malicious violation of the "Acceptable Use Policy" will result in the suspension of the customer's account or immediate termination of the service, and we will no longer provide any further services to you.

Customer account registration and management

Registration requirements

3-1-1: Your customer account must provide accurate first and last name, which must be the same as your payment method information.
3-1-2: Temporary emails or anonymous emails are prohibited as login information.
3-1-3: You must register and place orders through your real residential IP.
3-1-4: If you do not want to disclose relevant information, please keep it blank. Malice or deception content will trigger the risk control.
3-1-5: We will use a third-party agency (Maxmind) to validate the account data for risk control.

Account restrictions

3-2-1: You may not create multiple customer accounts under any circumstances.
3-2-2: Your customer account cannot be shared with others.
3-2-3: Your customer account cannot be changed 3rd party information.

Billing

Deposit in advance

4-1-1: The deposit of balance in your account will not expire until all used.
4-1-2: The deposit of balance will not be automatically spent on the next bill and invoice, you need to apply balance to them manually.
4-1-3: The deposit of balance cannot be transferred to another customer accounts.

Billing

4-2-1: Billing invoices for regular services will be automatically issued 10 days before the service is due.
4-2-2: Unpaid services will be suspended in 2 days after service expiration.
4-2-3: Unpaid services will be deleted in 5 days after service expiration.

Payment

5-1-1: We accept service refund request apply within 3 days since the service activated (Not for cryptocurrency payments), if it does not violate the "Acceptable Use Policy" and this Terms of Service.
5-1-2: You need to open a support ticket to issue a refund request.
5-1-3: You are responsible for backing up your data when making a refund. Your services and rights of use will be terminated immediately after refund request made.
5-1-4: After the service activated, a refund handling fee of $1 (USD) will be charged if you request a refund for any reason. If there are any problems when the service just activate will be exempted.

Refund restrictions

5-2-1: Only one time refund can be made per customer. The refund request period is within 72 hours after the account's first service is successfully activated.
5-2-2: This service used more than 50GB of network data transfer.
5-2-3: This service pushed from another customer account.
5-2-4: This service has been pushed from your account to another account.
5-2-5: Cryptocurrency payments are non-refundable.
5-2-6: When you request a refund, but there are reports that this service has been involved in any form of blacklist or complaint during your use (including abuse complaints, Spam, Mainland China GFW, etc.).
5-2-7: Refunds can not apply to renewal bills.
5-2-8: We can determine whether a duplicate account has been created based on customer information. All judgments are decided by us and we do not need to provide any proof to the customer.

Disputed/Chargeback Payment

5-3-1: If we got any payment dispute or chargeback, your customer account will be suspended immediately.
And your account is prohibited to order services again until the dispute or chargeback solved.
We reserve the right to terminate all services under your customer account without compensation for such action.
5-3-2: If you have violations or abnormal activities, including but not limited to violation of AUP/abuse/ordering in mutliple accounts/multiple refunds/disputes, etc., we reserve the right to terminate your customer account. rights of service and will not be compensated for this. If other expenses are incurred, you will be responsible for all costs (not limited to refund handling fees and transaction service fees).
5-3-3: If you have any behavior that affects our's reputation, insults customer service, etc., we reserve the right to terminate all services in your customer account and will not compensate you for this behavior.

Service processing

New order processing

6-1-1: The orders you place during working hours will be reviewed and processed within 4 hours.
6-1-2: The orders that do not meet this terms of service will be refunded directly.
6-1-3: If payment is not made within 24 hours after placing the order, it will be deleted from the system.

Service modification in use

6-2-1: If you need to modify the service period, all unpaid bill invoices must be paid first.
6-2-2: Downgrade the service configuration (if able), and the relevant difference will be automatically refunded to the advance deposit.
6-2-3: Upgrade the service configuration, and the relevant difference will be calculated based on the service expiration time (or the service time of the next month).
6-2-4: IPv4 replacement is a paid service and is limited to once a month. IPv6/IPv6 Subnet cannot be replaced once it is deployed.

Service push

6-3-1: The push service should be used and exist for more than three months.
6-3-2: All invoices must be settled before push.
6-3-3: The push service shall not have any violations or complaints.

Service cancellation

6-4-1: Instant cancellation cancellation will be automatically processed immediately.
6-4-2: Service end of billing period cancellation will be automatically processed at 12:00 noon (GMT+8) on the service expiration date.
6-4-3: Once the service is canceled, the relevant data will be destroyed and the resources will be released to the available pool, which is irreversible.
6-4-4: No refund will be issued if you applied the service cancellation via system's service cancellation page. Please submit a ticket to us if you have refund request.

Service termination

6-5-1: Once the service is terminated, the relevant data will be destroyed and the resources will be released to the available pool, which is irreversible.

Customer service response time:

7-1: Customer service support is provided 24 hours a day. Tickets will be responded within 8 hours in weekday.
7-2: There are no guaranteed response time in weekend and Hong Kong's public holidays.

Last revised:05/07/2023