Terms & Conditions - Global Virtual Private Network (GVPN)


  1. Services
    1. In this Section, Services refer to Internet Protocol (IP) based broadband communication Services, using Multi-Protocol Label Switching (MPLS) as the core network protocol and any value-added Services provided by StarHub Ltd (Reg. No. 199802208C).

  3. Term
    1. This Agreement will start on the Start Date and terminate on the expiry of the Minimum Period of Service. The Start Date will be the date of the Services requested by you and agreed to by us. If we cannot meet this date, we will give you a new Start Date.
    2. The Minimum Period of Service will be 12 months or any periods as we may state in our brochure or other publications for the respective Services or otherwise agreed with you.
    3. When the Minimum Period of Service expires, this Agreement will be automatically renewed for a further period equal to the Minimum Period of Service based on the same terms and conditions except for Charges, which shall be based on the then prevailing Charges, unless either party gives the other party 30 days' notice of its intention not to renew before the expiry of the Minimum Period of Service.

  5. Service Commencement
    1. When we accept your application/order form for the Services, we will notify you of the commencement date for the provision of the Services and this date will be known as the ready for service ("RFS") date. The RFS date will be specified in our application/order form. We reserve the right to change the RFS date without liability.
      1. The lead time for the provisioning and delivery of the Services is subject to availability of resources. We will advise you on the relevant lead time 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. Transfer Speed

    We do not warrant or give any guarantee on data transfer speed or any other aspect of the Services. We hereby exclude all warranties, whether express or implied by law, regarding the use of the Services (including without limitation the accessibility, reliability or accuracy of the Services) and the performance and/or condition of the network.


  9. Additional Charges

    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 the Services is/are performed outside our normal working hours; and
      3. work or the 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
      4. our work done in response to your complaint of a fault in the Services if the work reveals no such fault.

  11. Equipment
    1. If we place Equipment on your premises, you will have to provide suitable space and conditions for the Equipment including any necessary electrical power supply.
    2. You will be responsible for the safe use of the Equipment.
    3. Equipment that is rented or borrowed from StarHub will always remain the property of StarHub. You must keep the Equipment in good condition and shall not or allow it to be moved, removed, modified or interfered in any way without our prior written consent.

  13. Customer Service Warranty
    1. 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.

  15. Additions, Changes & Cancellations
    1. Applications for additional Services or request for changes to be made to existing Services must be given in writing. Charges may be imposed for such additions, changes and cancellations.
    2. A cancellation charge shall be imposed for any withdrawal of application before activation of the Services. Customer shall be liable for cancellation charges equivalent to the total and full installation charge, regardless of whether such installation charge was waived or discounted and in such a case, the standard installation charges shall be imposed.
    3. If Customer cancels the Service after the RFS date, and anytime within the Minimum Period of Service, Customer shall be liable to pay StarHub the Early Termination Charges.
    4. 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.

  17. Relocation
    1. Any request for relocation shall incur relocation charges.

  19. Service upgrades or downgrades
    1. For Service upgrades, the Minimum Period of Service shall commence on the Start Date of your upgraded Service, unless otherwise specified.
    2. 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.

  21. 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 to terminate the Services during the Minimum Period of Service, you must pay us early termination Charges as follows:
      1. 100% of the amount equal to the recurring GVPN Service's Charges for the rest of the Minimum Period of Service;
      2. any charges and expenses applicable to local access or other services procured by us on your behalf in connection with the Services; and
      3. any taxes payable by you.