Ihavenet

Enterprise-Grade Secure Network

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Terms of Service

Effective Date: 17 December 2025

These Terms of Service ("Terms") govern the use of services provided by ihavenet.ltd ("Services"). By using our Services, you agree to be bound by these Terms.

1. Service Accounts and Usage

You are responsible for maintaining the confidentiality of your account credentials and for all activities conducted under your account.

2. Service Availability & SLA

We provide an availability Service Level Agreement (SLA) of 99.99% per Billing Cycle.

Item Description
2.1 Availability Availability is calculated per Billing Cycle (30 days), excluding planned maintenance notified 48 hours in advance and force majeure events.
2.2 Downtime Definition Downtime is defined as the inability to establish or maintain a connection to the service. Partial service degradation does not constitute downtime unless connection is completely unusable.
2.3 Continuous Downtime Multiple outages separated by less than 30 minutes are considered a single continuous incident for compensation purposes.
2.4 Response Time Critical incidents will receive an initial response within 15 minutes during support hours (09:00–21:00 daily).

2.5 SLA Compensation

a) Standard Compensation (Minor Outages)

Confirmed downtime beyond the 99.99% SLA will be compensated by extending service time at three (3) times the duration of the outage.

b) Major Outage Options

If continuous service downtime exceeds three (3) hours within a single incident, customers may choose one of the following options:

c) Notification Requirement

Customers must notify their choice within 24 hours of service restoration via our support channels. Failure to notify within this timeframe will be considered as choosing Option 2 (Continue Service with compensation).

d) Compensation Examples

Example 1: Minor Outage

  • Downtime: 1 hour
  • Compensation: 3 hours (3× multiplier)
  • Result: Customer continues service with 3-hour credit

Example 2: Major Outage – Customer Exits

  • Downtime: 5 hours (continuous)
  • Customer chooses: Option 1 (Terminate)
  • Result: Prorated refund for unused days, no service credit

Example 3: Major Outage – Customer Stays

  • Downtime: 5 hours (continuous)
  • Customer chooses: Option 2 (Continue)
  • Calculation: 5 hours × 3 = 15 hours
  • Result: 9 hours credit (capped at maximum)

Example 4: Extreme Outage

  • Downtime: 12 hours (continuous)
  • Customer chooses: Option 2 (Continue)
  • Calculation: 12 hours × 3 = 36 hours
  • Result: 9 hours credit (capped at maximum)

SLA Compensation Notes:

3. Billing Cycle & Resource Allocation

One Billing Cycle is defined as 30 calendar days. Prepaid services covering multiple months are treated as multiple independent Billing Cycles.

Any usage applied to future Billing Cycles shall be deemed service already rendered and is non-refundable.

4. Termination for Cause

As outlined in Section 2.5(b), if continuous service downtime exceeds three (3) hours within a single incident, you may choose to terminate the affected service and request a refund for unused portions as defined in Section 5.

To exercise this right, you must notify us within 24 hours of service restoration via Facebook Messenger or email.

5. Refund Policy

5.1 Unused Billing Cycles

Billing Cycles that have not commenced are fully refundable.

5.2 Current Billing Cycle (Prorated)

Refunds for the active Billing Cycle are calculated as:

(Total Fee for the Billing Cycle ÷ Total Days in the Cycle) × Remaining Days

5.3 Non-Refundable Cases

Advance payments are not escrow deposits and are allocated according to Billing Cycles.

6. Customer Support

7. Usage Restrictions

8. Account Suspension and Termination

9. Device Restrictions

10. Liability & Disclaimer

11. Privacy

Personal data is handled in accordance with our Privacy Policy.

12. Changes to Services

We may modify or discontinue services with prior notice where reasonably possible.

13. Breach of Terms

14. Miscellaneous

15. Contact