Service Policy

Your agreed scope comes first

This is a plain-language summary, not a replacement for your contract. Your accepted quotation and applicable Service Terms & Conditions set out the final scope and obligations. Read the full approved Service T&C, version 2026-10-11. Existing accepted contracts retain their applicable terms.

Email, hosting and domains

Biz 5/10/20/30 and Power 5G/10G/20G provide the agreed mailbox count and finite per-mailbox capacity. Unlimited accounts remain subject to provider resource limits and fair use. Our pricing page shows annual totals before applicable SST. One qualifying RM100 domain is already included; it must not be charged again.

Domain registration and renewal depend on availability, eligibility and registrar rules. Ordinary supplier registration and renewal costs are both reviewed: standard domains are RM100/year, viable premium-tier domains RM150/year, and exceptionally expensive or registry-premium names require a custom quote. Premium substitutions are not automatically included in the standard allowance. Registrant ownership and renewal dates are recorded as agreed, normally in the customer's name.

Website design and complimentary Starter scope

Standalone design: Starter RM300 up to 3 pages; Standard RM600 up to 5 pages; Premium RM1,000 up to 8 pages. All include three revision rounds. Hosting, domains, renewals and ongoing changes are separate unless expressly included. Cloudflare Free configuration is included where compatible, with DNS/mail safeguards.

Complimentary Starter design applies only when stated in an accepted qualifying offer. It includes up to 3 pages, 3 revision rounds, responsive layout, contact form, WhatsApp/social links, basic SEO and initial setup. It is not unlimited development, an online store or perpetual updates. Supply content within 30 days of activation; after a reminder a further 14 days is allowed before closing the allocation, unless an extension is agreed.

Additional pages, revisions, content and integrations need agreed scope and price. Features already included are never charged twice. Basic SEO does not guarantee rankings or sales.

Optional Website Care

Basic Care is RM120/year for periodic uptime, SSL, DNS, broken-link and basic-security checks and an annual health review. Managed Care is RM240/year and adds two minor content changes per year, up to 30 minutes each, plus priority issue handling within agreed support terms.

New pages, blog writing/publishing, redesigns and integrations are separate. Care does not duplicate standard hosting or SSL charges and does not imply live automated monitoring, 24/7 staffing or guaranteed resolution times.

Payment, setup and renewals

Full cleared payment and complete information are normally required before activation. Setup is generally targeted within 1–3 business days after those requirements and provider checks; this is not a guaranteed deadline. Website delivery follows the agreed project scope.

Keep contact details current and pay renewals by the stated due date. Late renewal may cause suspension, redemption fees or loss of a domain. Restoration is not guaranteed. Changes to renewal prices are communicated before acceptance and do not retroactively change a paid term.

Support and service boundaries

Contact hello@onhypp.com or the channel on your invoice. Support is remote and on a reasonable best-effort basis, prioritising widespread outages. No 24/7 support, fixed SLA, guaranteed uptime or universal inbox delivery is promised unless separately agreed.

Standard email uses IMAP/SMTP and webmail. Microsoft Exchange/Microsoft 365 administration, Teams integration, Exchange-style shared calendars, device repairs, software licences and on-site support are excluded unless expressly contracted. Sensitive applications such as patient records require separate scope and security review.

Security, backups and acceptable use

Use strong passwords, supported software, lawful content and appropriate access controls. Keep independent backups. Provider backups are not a complete-recovery guarantee; any offered backup frequency, retention and restore charges must be specified. OnHypp remains responsible for its own agreed work and applicable duties.

Spam, phishing, malware, unlawful content and abusive resource use are prohibited. Proportionate suspension may protect systems; notice and a reasonable remedy opportunity are provided where practicable. Data-export and deletion deadlines should be communicated. See the Privacy Policy for website data handling.

Cancellation, changes and remedies

Request cancellation in writing. Committed domain fees and delivered design/setup work are generally non-refundable subject to applicable law and provider recoveries. Early cancellation does not ordinarily produce a pro-rata refund unless the order or law provides otherwise. Material failure to deliver may require an appropriate remedy under the full terms.

Scope changes and website publication require recorded agreement. Existing paid contracts are not retrospectively rewritten. The full approved terms cover liability, disputes and statutory rights; this summary does not remove them.