Terms & Conditions - Data Services


  1. Services
    1. In this Section, Services refer to the following services provided by StarHub Ltd (Reg. No. 199802208C):
      1. End-to-end International Private Leased Circuit (IPLC) Service / International Ethernet Private Line (IEPL) Service which means an end-to-end or POP-to-POP (point-of-presence) international network, including the local network at both ends;
      2. Bi-lateral IPLC/IEPL Service which means the Singapore-end half circuit of the international network up to our central office, excluding the local network; and/or
      3. Domestic Leased Circuit (DLC) which means the local leased circuit with both its originating and terminating ends located locally.

  3. Term
    1. The types of contracts for the Services are classified based on their terms as follows:
      1. fixed term contracts - for 1-, 2-, 3-, 4- or 5-year term;
      2. variable term contracts - monthly term; and
      3. temporary contracts - weekly term.
    2. This Agreement will start on the Start Date and terminate on the expiry of the initial period of the Services. The Start Date will be the date of service requested by you and agreed to by us. If we cannot meet this date, we will give you a new Start Date.
    3. The Minimum Period of Service will, depending on the type of contract for the Services, be it 1 calendar week (for temporary contracts), 3 calendar months (for variable term contracts), 12 calendar months (for fixed term contracts) or any periods as we may state in our brochure or other publications for the respective Services.
    4. When the initial period of the Services expires, this Agreement will be automatically renewed for a further period equal to that initial period unless either party gives the other party the following length of notice of its intention not to renew before the expiry of the initial period:
      1. fixed term contracts - 30 days
      2. variable term contracts - 14 days; and
      3. temporary contracts - 7 days.

  5. Service Provision
    1. The leadtime for the provisioning and delivery of the Services is subject to availability of resources. We will advise you on the relevant leadtime for your order. We do not warrant that the Services will be ready by the Ready-for-Service date and reserve the right to change the same without liability to you.
    2. At all times, the provision of all StarHub products and Services shall be subject to StarHub's and/or its third party supplier’s prevailing network coverage, Service availability and availability of resources.
    3. We will not be responsible for any delay and/or failure of the performance of the Services, arising from and/or resulting from any delay and/or failure caused by any third party, including but not limited to a supplier, to deliver or provision any part of the Services. The Services are provisioned on a commercially best efforts basis.

  7. Additional Charges
    1. There will be additional Charges for:
      1. provision of the Services, installation of and/or service support for the Equipment outside our normal scope of work. These include:
        1. the Services requested by you are provided at a greater costs than what we would normally incur because of the materials used, the manner of installation or the nature of the Service Address. In these cases, we will notify you of the additional Charges before the installation starts;
        2. work or services performed outside our normal working hours; and
        3. work or services necessitated because of your or any third party's action, fault or negligence or because of any fault or problem associated with any other telecommunication system which you or other Service Providers control; and
      2. our work done in response to your complaint of a fault in the Services if the work reveals no such fault.

        Please click here for more information about the Charges.


  9. Customer Service Warranty
    1. Not all Services are provisioned with Customer Service Warranty. If you accept any of the Services which expressly provides for a Customer Service Warranty, in the event of any failure of the Services or to meet an agreed delivery date for starting the Services, you agree that the compensation provided under the warranty represents a reasonable pre-estimate of all your losses. We have no further liability to you for the failure.
    2. Your rights to claim compensation from us are set out in and limited to the applicable Customer Service Warranty.

  11. Additions, Changes, Termination & Cancellations
    1. Applications for additional Services or request for changes to be made to existing Services must be given to us in writing.
    2. For Service upgrades, the Minimum Period of Service shall commence on the Start Date of your upgraded Service, unless otherwise specified.
    3. Any downgrade of Service requires our prior written approval. Service downgrades within the Minimum Period of Service shall be deemed as termination of the Service and Early Termination Charge(s) shall apply. You will have to pay an installation charge of the circuit(s) that you have downgraded and the Minimum Period of Service commences on the Start Date of your downgraded Service, unless otherwise specified.
    4. If you cancel the Service before the Ready for Service Date, you shall pay a cancellation charge equivalent to the standard installation charge of the Service.
    5. If you terminate a Service during the Minimum Period of Service, an Early Termination Charge will be payable by you. In addition, you shall reimburse us for any complimentary services provided by you at the prevailing rate(s), and for any and all other discounts, waivers, and subsidies that have been received by you, unless otherwise specified.
    6. There shall be no rescheduling of appointment for installation under any circumstances. Otherwise, the rescheduling shall be deemed as a cancellation and shall incur cancellation charges as stated above.

  13. Relocation
    1. Relocation for both ends of any circuit will be deemed as a termination of the Service, and the relevant Early Termination Charges shall be payable by you if terminated within the Minimum Period of Service.
    2. For hot bandwidth upgrade or relocation, a Customer maintenance window will be required for testing purposes.

  15. Ending the Services
    1. The Services may be terminated by either party giving 30 days' written notice to the other party.
    2. If you give us notice that ends during the initial period of the Services, you must pay us an early termination Charge as follows:
      1. Fixed term contract: 100% of the amount equal to the rental or regular Charges for the rest of the initial period of the Services or Minimum Period of Service.
      2. Variable term & temporary contract: The amount equal to the rental or regular Charges for the rest of the initial period of the Service or Minimum Period of Service.