Code of Practice for Service Contracts

HGC Global Communications highly values our customers and their satisfaction. To enhance customer satisfaction levels, HGC Global Communications has adopted the Code of Practice for Telecommunications Service Contracts prepared by the telecommunications industry under the auspices of Communications Association of Hong Kong (CAHK) on 1 May 2015. For details of the Code of Practice, please refer to the website of CAHK at www.cahk.hk. HGC Global Communications​​ will use our reasonable endeavours to follow the practices stated in this Code of Practice to enhance our service quality for our customers. For any further enquiry, please visit our website at www.hgcbroadband.com or call ​HGC Broadband Customer Hotline 1223.
Please note that the terms of existing contracts with customers are not affected by the implementation of the Code of Practice.​

General Terms and Conditions

The Customer shall observe and be bound by the following terms in relation to the provision of Services by HGC Global Communications:

  1. DEFINITIONS

    Unless otherwise stated, the following words and expressions shall have the following meanings: ​

    "Agreement" : the Application, the General Terms and the Special Terms.

    "Application" : any oral, written or on-line application or any other means of application as permitted by HGC Global Communications, made by the Customer requesting provision of the Services and/or the Equipment.

    "Cancellation Fee" : a fee charged if HGC Global Communications ends the Agreement due to the Customer’s conduct or if the Customer ends the Agreement within the Minimum Subscription Period. This fee may cover (without limitation) the Customer’s fixed periodic Charges for the remainder of the Minimum Subscription Period that are payable as liquidated damages.

    "Charges" : both Contract Service Charges and Other Charges, which shall include the charges for the Services charged by HGC Global Communications from time to time including but not limited to any fees or charges referred to as, or for, connection, subscription, monthly charges, usage, Government licence fee, administration, any sum due under the Agreement or such other fee which may be announced or published by HGC Global Communications for provision of any of the Services from time to time.

    "Contract Service Charges" : all fees or charges except Other Charges payable by Customer for the services subscribed expressly pursuant to the Agreement.

    "Customer" : the customer specified in the Application.

    "Day" : shall include public holidays and Sundays.

    "Equipment" : (where applicable) the equipment (including hardware and software and whether provided by HGC Global Communications or not) HGC Global Communications uses to provide the Services including but not limited to equipment provided by HGC Global Communications​ which is installed or placed at the Customer's premises or equipment supplied by HGC Global Communications to the Customer under the Application (if any).

    "General Terms" : the terms and conditions set out herein as amended by HGC Global Communications from time to time.

    "Hong Kong" : Hong Kong Special Administrative Region of the People's Republic of China.

    "HGC Global Communications" : HGC Global Communications Limited.

    "Licence" : Licence or Licences issued by the Communications Authority to HGC Global Communications for provision of the relevant Services.

    "Messages" : has the meaning given to it in the Telecommunications Ordinance (Cap. 106) of Hong Kong.

    "Minimum Subscription Period" : the minimum fixed contract period for supply of Services as set out in the Agreement.

    "Networks" : the public telecommunications networks and systems by which HGC Global Communications makes the relevant Services available.

    "Other Charges" : the administrative charges and usage based charges payable by Customer for the Services not specifically covered by the Agreement.

    "Person" : shall include companies, sole proprietorships, partnerships and other bodies corporate.

    "Services" : services applied for by the Customer in the Application and such other services as otherwise ordered by the Customer and agreed to be provided by HGC Global Communications from time to time.

    "Special Terms" : those special or supplementary terms and conditions (if any) specifically applicable to the relevant Services from time to time as stipulated or amended by HGC Global Communications.

    "Communications Authority" : has the meaning set out in the Telecommunications Ordinance (Cap 106) of Hong Kong.

  2. AGREEMENTThe Agreement between HGC Global Communications and the Customer is effective upon the acceptance by HGC Global Communications of the Application (either by the commencement of provision of the Services to the Customer, by HGC Global Communications taking any action in connection with or in preparation for (whether or not to the knowledge of the Customer) the provision of the Services or by other means as determined by HGC Global Communications and notified to the Customer from time to time). The Agreement shall continue in force (notwithstanding the expiry of the Minimum Subscription Period) until terminated in accordance with the terms and conditions of the Agreement.
  3. FEES AND CHARGESThe Customer agrees that:
    1. Should the Customer cancel the Services after the Agreement has come into effect but before the rendering and/or billing of any Services, the Customer shall, notwithstanding the cancellation, be liable for all costs, expenses and/or fees incurred by HGC Global Communications in connection with or in preparation for the provision of the Services to the Customer.
    2. Payment is due on the payment due date specified in HGC Global Communications' bill or, if no date is specified, on the date 14 days after the issue date of the bill by HGC Global Communications. The Customer shall pay the full amount of such bill (including without limitation all applicable taxes, tariffs, duties or impositions of a similar nature imposed by any government or other authority) without set off or deduction. If full payment has not been made by that date, HGC Global Communications may charge interest on all sums outstanding at the rate of 2% per month on a daily basis from the date the payment is due to the date full payment is received by HGC Global Communications and charge the Customer a collection agent fee and handling fee as HGC Global Communications shall deem fit.
    3. HGC Global Communications may bill the Customer for subscription or monthly Charges in advance on monthly or quarterly basis and for Charges (if any) in arrears on monthly basis. HGC Global Communications reserves the right to amend the billing period and to submit interim bills to the Customer. The connection Charge (if applicable) will be included in the first bill to the Customer.
    4. The Customer shall be liable for all Charges whether the Services in relation to such Charges were used by the Customer or by any other third party with or without the Customer's authority knowledge or consent. Unless otherwise expressly stated or decided by HGC Global Communications, pre-paid Charges are non-refundable.
    5. HGC Global Communications may vary the Charges (save for charges for IDD) and introduce new Charges at any time and in accordance with Clause 12(i) below.
    6. HGC Global Communications may require the Customer to provide a deposit as security for the Customer's payment of any sums due to HGC Global Communications and may at any time vary the amount of such deposit's amount at HGC Global Communications' discretion. HGC Global Communications may apply such deposit to reduce or pay any sums due to HGC Global Communications on whatsoever account at any time. The Customer shall fund up the deposit by paying an amount equals to the reduced amount into the Customer's account as may be required by HGC Global Communications from time to time. No interest shall accrue on any deposit held by HGC Global Communications​. Any deposit remaining following termination of the Agreement will be returnable to the Customer after deducting any such sums due to HGC Global Communications provided that the deposit is claimed by the Customer by notifying HGC Global Communications for a refund within 3 months from the date of service termination.
    7. HGC Global Communications reserves the right to apply a credit limit from time to time for Charges incurred by the Customer and to suspend access to the Services, in whole or part, if the limit is exceeded.
    8. HGC Global Communications may transfer or apply any credit balance of the Customer to settle any amount owed by the Customer to HGC Global Communications whether under the Agreement or any other arrangement between the Customer and HGC Global Communications. The Customer hereby authorises HGC Global Communications to make payment on his or her behalf out of such credit balance (if any) to set off any amount in any account owed by the Customer to HGC Global Communications from time to time. The Customer agrees that any credit or payment information held by HGC Global Communications about the Customer is held for the purpose of this paragraph.
    9. The Customer acknowledges that HGC Global Communications' authorised agent may bill the Customer on behalf of HGC Global Communications and such bill will be valid as if rendered by HGC Global Communications​ and that bill will not prejudice any right of HGC Global Communications to subsequently claim against the Customer.
    10. The Customer agrees that unless otherwise expressly provided no unused "free minutes/hours/talktime" (if any) as specified in the Application, tariff or service plan selected by the Customer (or otherwise allotted to the Customer) may be carried forward to the following month and that no credit or refund is available in respect of any time when all or part of the Services are inoperable, limited, suspended, or otherwise unavailable to the Customer.
    11. In case of disputes over any usage or other Charges, HGC Global Communications' decision based on its Services usage records and those of any third party who may assist HGC Global Communications​ to provide the Services shall be final and binding on the Customer.
    12. If any Charges stated in any bill is not queried within 15 days of the date of the bill then it will be deemed accepted by the Customer.
    13. After the expiry of the Minimum Subscription Period, save for the Service is terminated pursuant to Clause 5 below, the Customer agrees to continue to subscribe the Service and to pay the monthly charges based on the tariff price of that Service as published by HGC Global Communications in its website www.hgcbroadband.com from time to time after the Minimum Subscription Period.
  4. PROVISION OF SERVICES
    1. HGC Global Communications will use its reasonable efforts to provide the Services. However, HGC Global Communications may suspend the Services in whole or in part at any time without notice if:
      1. HGC Global Communications considers it necessary to safeguard provision of the Services or the integrity of the Networks; or
      2. the Networks or the Equipment fail or require modification or maintenance; or
      3. in HGC Global Communications' reasonable opinion, there is or has been unauthorised, unlawful or fraudulent use of the Services or the Customer's use of the Services or Equipment is causing or may potentially cause damage or interference to the Networks or Equipment; or
      4. it is necessary to comply with a direction or request of the Communications Authority or other competent authority; or
      5. the customer does not comply with any of the terms of the Agreement or in any circumstances where HGC Global Communications will be entitled to terminate the Agreement. The Customer shall remain liable for all Charges during the period of suspension unless, in HGC Global Communications' reasonable discretion, HGC Global Communications decides otherwise.
    2. HGC Global Communications may disconnect the Services in whole or in part, at any time without notice if the Customer does not comply with any of the terms of the Agreement or in any circumstances where HGC Global Communications will be entitled to terminate the Agreement. The Customer will remain liable for all Charges prior to such disconnection. HGC Global Communications reserves the right to charge for reconnection and require revised terms and conditions including terms of payment.
  5. TERMINATION OF AGREEMENT
    1. The Customer may terminate the Agreement in the following ways:
      1. During Minimum Subscription Period
        If the Customer has agreed to a Minimum Subscription Period, the Customer can end the Agreement during the Minimum Subscription Period, however the Customer must pay HGC Global Communications all the Charges the Customer owes including any Cancellation Fee.
      2. On 30 days notice if no Minimum Subscription Period
        If the Customer has not agreed to a Minimum Subscription Period, or the Minimum Subscription Period has expired, the Customer can end this Agreement at any time by giving 30 days' prior written notice to HGC Global Communications in accordance with the termination procedures and requirements specified in the Application.
    2. If the Customer has not agreed to a Minimum Subscription Period, or the Minimum Subscription Period has expired, HGC Global Communications can end the Agreement at any time by giving the Customer 30 days' written notice.
    3. HGC Global Communications may terminate the Agreement in whole or in part or any Services or any part thereof immediately, if in HGC Global Communications' opinion:
      1. The Customer has failed to pay HGC Global Communications any Charges due by the Customer to HGC Global Communications on the due date; or
      2. The Customer is in breach of any of the terms of the Agreement or fails to comply with any reasonable requirement of HGC Global Communications in relation to the use of the Networks or Services; or
      3. The Customer becomes insolvent or bankrupt or HGC Global Communications has reasonable cause to believe that the Customer is unable to pay the Charges; or
      4. There is any unauthorised modification, alteration or tampering with the Equipment used by the Customer in conjunction with the Services, including the copying of any electronic serial number or other information comprised therein; or
      5. There is fraud, misuse or unauthorised use of the Services by any person, regardless of whether the Customer consented to or had knowledge of such fraud, misuse or unauthorised use; or
      6. HGC Global Communications ceases to make the Networks (if applicable) or the Services or any part thereof available for any reason; or
      7. any of the information provided by the Customer under or pursuant to the Agreement is found to be false or HGC Global Communications has reasonable ground to believe that such information is false or inaccurate.
    4. If the Agreement is terminated by the Customer under Clause 5(a) or by HGC Global Communications under Clause 5(c) (other than under paragraph 5(c)(vi)) before the Minimum Subscription Period has expired, then the Customer shall pay HGC Global Communications the Cancellation Fee on termination.
    5. Where the Customer has subscribed for more than one Service or has more than one account with HGC Global Communications, HGC Global Communications shall have the right to forthwith terminate or temporarily disconnect the Services in whole or part if any Charges for any of the Services or under any of the Customer's accounts with HGC Global Communications remain unpaid after becoming due.
    6. Termination of the Agreement will not affect any rights or liabilities of the parties which have arisen prior to the date of termination.
  6. LIMITATION OF LIABILITY
    1. Subject to paragraphs below:
      1. HGC Global Communications shall not be liable to the Customer in the event that HGC Global Communications is unable to perform an obligation or provide the Services to the Customer because of any factor outside HGC Global Communications' control (including without limitation acts of God, industrial action, default or failure of a third party, governmental action), interruption of Services or HGC Global Communications' refusal to provide Services pursuant to the provisions of the Agreement.
      2. Unless otherwise specified in the Agreement, all conditions, warranties and representations implied by law in relation to the provision of the Equipment and the Services by HGC Global Communications are excluded.
      3. In no event will HGC Global Communications, its employees, agents or sub-contractors be liable for any loss incurred by or any damage howsoever caused to the Customer or any Person arising out of or in connection with the Agreement or any Services or Equipment provided or omitted to be provided under the Agreement, whether in contract, tort or otherwise and, whether direct or indirect, consequential, special or contingent, and whether foreseeable or not, including without limitation any financial loss or loss of business, profit, savings, revenue, data, goodwill or use of any equipment.
      4. Without limiting paragraphs (ii) and (iii) above, HGC Global Communications and other third party suppliers including without limitation any information provider shall not be under any liability whatsoever (whether in tort or contract or otherwise) to the Customer or to any Person for any cost, expense, loss, damage or compensation arising out of or in connection with any incorrect record, omission, transmission, communications, mixing or divulging of Messages or any destruction of Messages.
    2. Any claim by the Customer against HGC Global Communications arising out of the Agreement must be notified in writing to HGC Global Communications within one year of the incident giving rise to such claim failing which the Customer will be deemed to have waived the Customer's rights in respect of such claim.
    3. Nothing under this Clause 6 shall limit or exclude HGC Global Communications' liability which is not permitted to be limited or excluded under Hong Kong law.
    4. HGC Global Communications' employees, agents and sub-contractors shall have the benefit of the rights, exclusions and limitations of the provisions in this Clause 6 as if such provisions were expressly for their benefit. To the extent of this Clause 6, HGC Global Communications is entering into the Agreement not only on its own behalf, but also as agent and trustee for such employees, agents and sub-contractors.
  7. ALLOCATION OF NUMBERS
    The Customer will not acquire any rights in any numbering issued or assigned to the Customer including without limitation to Station A-call/private page telephone number or other telephone, mobile or personal number and HGC Global Communications reserves the right to modify, withdraw, change or reallocate such number, subject to contrary directions by the Communications Authority and any contrary terms contained in the Licence. HGC Global Communications will endeavour to give the Customer prior written notice as may be reasonable and practicable in the circumstances unless such modification, withdrawal, change or reallocation is due to termination or suspension of the Services in accordance with the Agreement.

  8. THE CUSTOMER'S RESPONSIBILITY
    The Customer agrees that:
    1. The Customer shall not use the Services for any improper, immoral, defamatory or unlawful purpose or for any unsolicited advertising messages or promotions nor allow others to do so.
    2. The Customer shall not use, or allow others to use, the Services for any purposes other than those agreed with HGC at the time of application for the Services.
    3. The Customer shall not resell, or allow others to resell, the Services in whatever manner.
    4. The Customer will not disclose to any Person any personal identification number or password or login ID issued by HGC Global Communications to the Customer or any other access method authorised by HGC Global Communications in writing from time to time, as the case may be, for use in conjunction with the Services. If the Customer becomes aware of any unauthorised access to the Services by any Person using the personal identification number given to the Customer, or if the Customer believes that the personal identification number given to the Customer has been lost or stolen, the Customer shall notify HGC Global Communications immediately. HGC Global Communications shall not be liable for any loss or damage the Customer sustains by reason of any such access to the Services or any such use of the Customer's personal identification number, login ID or password, as the case may be.
    5. The Customer shall pay all licence fees payable from time to time to the Hong Kong Government in connection with the Customer's use of the Services and/or Equipment (if applicable) to HGC Global Communications​ at the time(s) specified by HGC Global Communications.
    6. The Customer shall comply with Hong Kong laws, other applicable laws and the policies and instructions of HGC Global Communications relating to the Customer's use of the Services.
    7. At the time of application for the Services, the Customer shall supply to HGC Global Communications its correct and complete information (including without limitation name, address, telephone number, identity card number or business registration certificate number as may be required) and notify HGC Global Communications of any change or alteration to that information as soon as practicable.
    8. The Customer will not acquire any rights or interest in any information obtained through information services subscribed to by the Customer, and agrees that the Customer will not re-distribute or disseminate such information to any third party. The Customer further agrees that such information shall be for its own personal use only and that it shall not use the same either in whole or in part for any illegal or improper purpose.
    9. The Customer shall forthwith notify HGC Global Communications in writing in the event that the Customer changes, suspends or ceases to use any telephone, mobile or personal number (whether it is assigned by HGC Global Communications or not) which is registered with HGC Global Communications for the purpose of enabling HGC Global Communications to provide the Services. The Customer shall fully indemnify HGC Global Communications for all its costs, expenses, claims, demands, loss and damages suffered or incurred due to the Customer's failure to notify HGC Global Communications as required in this paragraph i.
  9. SUSPENSION OF SERVICES
    If the Customer wishes to request suspension of the Services for a temporary period, not less than 7 days' prior written notice to such effect duly signed by the Customer personally shall be given to HGC Global Communications. HGC Global Communications may in its absolute discretion either accept or reject such request. The Customer shall continue to be liable for the Charges incurred in accordance with the Agreement until the request is accepted and the Services are suspended by HGC Global Communications. HGC Global Communications may, upon the Customer's request but subject to HGC Global Communications' sole discretion and payment by the Customer of all outstanding charges, an administration fee in an amount fixed by HGC Global Communications from time to time and one month's monthly Charges in advance to reconnect the Services.
  10. PERSONAL INFORMATION
    The Customer acknowledges and agrees that all information supplied to HGC Global Communications in relation to the Agreement will be subject to the policies and practices of HGC Global Communications under the Personal Data (Privacy) Ordinance.
  11. NOTICE
    HGC Global Communications will consider the Customer has received information from HGC Global Communications if it is included in HGC Global Communications' website or if it is directly communicated to the Customer by phone, message, email or mail using the Customer's most recent contact details given to HGC Global Communications.​
  12. GENERAL PROVISIONS
    1. Unless otherwise stated in the Special Terms (if any), the Agreement is the complete and exclusive statement of the agreement between the Customer and HGC Global Communications​ in relation to the account(s) as specified in the relevant Application. The Agreement supersedes all understandings or prior agreements, whether oral or written, and all representations or other communications between the Customer and HGC Global Communications in relation to the accounts as specified in the relevant Application.
    2. The Customer shall not assign, transfer, convey, licence or otherwise dispose of any of the rights and obligations under the Agreement whether, wholly or partially unless with the prior written consent of HGC Global Communications.
    3. The Customer agrees to indemnify HGC Global Communications for all losses, damages or expenses incurred by HGC Global Communications in connection with the enforcement of the Agreement against the Customer.
    4. ​HGC Global Communications will not be bound to verify the authenticity or authority of a signature or mark purportedly of or on behalf of the Customer. Any authorised signatory chop, business chop, personal seal, signature or mark appearing on the Agreement shall be binding on the Customer and HGC Global Communications is irrevocably authorised to rely on any form, letter or document purportedly signed by or on behalf of the Customer.
    5. Any bill or written notice from HGC Global Communications to the Customer will be sent to the address or fax number shown on the Application or such other address or fax number or email address as the Customer may subsequently notify HGC Global Communications in writing and such bill or notice shall be deemed served/received by the Customer within 48 hours of posting or immediately upon faxing if the transmission report indicates that the fax transmission was successful or immediately upon sending the e-mail.
    6. No failure or delay on the part of HGC Global Communications to exercise any right, power or remedy under the Agreement shall operate as a waiver thereof nor shall any single or partial exercise by HGC Global Communications of any right, power or remedy. The rights, powers and remedies provided herein are cumulative and are not exclusive of any rights, powers or remedies by law.
    7. Any waiver, concession or extra time HGC Global Communications may allow the Customer is limited to the specific circumstances in which it has been given and it does not affect HGC Global Communications' rights under the Agreement in any other way.
    8. If a term or condition of the Agreement is prohibited or unenforceable by law, it shall be ineffective only to the extent of the prohibition or unenforceability. All other terms and conditions of the Agreement shall remain in full force and effect.
    9. HGC Global Communications reserves the right to vary, delete, amend or add to the terms and conditions of the Agreement from time to time. Subject to any Licence requirement or direction issued by the Communications Authority, HGC Global Communications will send notice of any variation, amendment, modification, deletion or addition of any terms and conditions to the Customer. If the variation, amendment, modification, deletion or addition will result in an increase in the Contract Service Charges or have a substantial and adverse impact on the service enjoyed by a substantial number of customers, HGC Global Communications will give not less than 30 days' prior notice in respect of any variation, amendment, modification, deletion or addition. In the event that the change will result in an increase in an Other Charges (save for charges for IDD), HGC Global Communications​ will inform the affected customers of the charge on its website or such other means as it considers appropriate not less than 30 days prior to efecting such change.Customer may terminate the contract by notice no more than 15 days prior to the change coming into effect without incurring any charges of any kind in respect of that termination (other than incidental costs), in the event that:
      1. there is any increase in the Contract Service Charges (save for charges that are no longer applicable to the Customer after Customer has installed or subscribed to the service such as service installation charges, deposit amount, prepayment amount or any waivable charges);
      2. there is an increase in the Other Charges which is obliged to incur for the continued use of the subscribed service by the Customer (save for charges for IDD) which is more than HK$30 or 30% of the amount of the monthly Contract Service Charges, whichever is higher; or
      3. if the Customer can demonstrate that the change to the contract terms will result in a substantial and adverse impact to the service that he/she has acquired.
    10. The General Terms are subject to the Special Terms (if any) and if there is any inconsistency between them, the Special Terms shall prevail to the extent of the inconsistency.
    11. The Agreement is governed by the laws of Hong Kong and the Customer submits to the non-exclusive jurisdiction of Hong Kong courts.
    12. The Agreement is available in both English and Chinese and both language versions shall have the same legal effect.

In addition to the General Terms and Conditions of HGC Global Communications, the Customer shall also observe and be bound by the following terms and conditions in relation to the provision of fixed network services by HGC Global Communications.

  1. DEFINITIONS
    Unless otherwise stated, words and expressions used in the following terms and conditions shall have the same meaning ascribed to them in the General Terms of HGC Global Communications.
  2. EQUIPMENT
    1. Unless otherwise stated, All Equipment are loaned by HGC Global Communications to the Customer for free use during the term of the Agreement and shall remain HGC Global Communications' property at all times and the Customer will not acquire any rights or title in them.
    2. The Customer shall not, nor permit any other person to alter, remove, add to, or otherwise interfere with the Equipment or any identifying marks or numbers on the Equipment.
    3. The Customer shall :
      1. provide suitable accommodation, utility services and environmental conditions for the Equipment;
      2. use and operate all Equipment in a proper manner;
      3. keep any Equipment on the Customer's premises safe, and shall be liable to HGC Global Communications for any loss or damage to the Equipment;
      4. notify HGC Global Communications as soon as reasonably practicable of any damage, fault, theft or loss of the Equipment; and
      5. allow HGC Global Communications employees, agents or sub-contractors to enter upon the Customer's premises for the purposes of inspecting, repairing, maintaining and/or removing the Equipment and shall provide safe access to and safe working conditions at the Customer's premises.
    4. In addition to the General Terms, HGC Global Communications may suspend or terminate the Agreement, in whole or in part, immediately upon written notice to the Customer if the Customer does not provide HGC Global Communications with the reasonable and safe access to the Customer's premises as required by the Agreement.
    5. Upon termination of the Agreement, the Customer shall:
      1. immediately cease to use the Equipment and the Services; and
      2. permit or procure permission for HGC Global Communications to remove any of HGC Global Communications' Equipment from the Customer's premises and to terminate the Services at any reasonable time.
  3. DIRECTORY INFORMATION
    1. The Customer is deemed to have consented to the inclusion of his name, address, business and telephone number(s) in HGC Global Communications' directory in any medium for providing directory enquiry services unless the Customer requests in writing that such information not be listed in HGC Global Communications' directory and directory enquiry database when making the Application or at any time thereafter.
    2. HGC Global Communications​ shall not be liable to the Customer or any other Person for loss or damage (whether direct or indirect) resulting from delay or failure to provide directory information services or a public emergency call service or in connection with number porting arrangements except to the extent required by law.

Hgc Cloud Services Agreement En

Last Update Date: 28 July 2015​

Service Terms and Conditions

  1. Service fee will be charged from the service activation date. All service fees are calculated on a full-month basis, except for the first month of the service which will be calculated according to the actual usage and days of service. Customer shall settle the amount as invoiced on or before the payment due date. Following the termination of the Sales Agreement, HGC Global Communications shall refund to customer any sum standing to the credit of customer’s account without interest less any sum due from customer to HGC Global Communications provided that a claim in writing must be made by customer to HGC Global Communications within three months after the date of termination.
  2. If after the signing of the Sales Agreement and before the expiration of the Minimum Subscription Period (also referred to as “Fixed Contract Period”) after the service agreement has been signed and, any of the service(s) subscribed by customer indicated on the Sales Agreement (the “Service”) is / are suspended / terminated or the quantity of any Service is reduced (“Cancelled Services”) (i) by customer for whatever reason; or (ii) by HGC Global Communications due to customer’s default, customer agrees to pay to HGC Global Communications an early termination charge of an amount equal to the sum of the aggregate of the monthly fee for the Cancelled Services for the remaining months of the Minimum Subscription Period, which shall be due and payable on the effective date of such cancellation or termination.
  3. Should customer request the services provisioning to be relocated to another location, customer shall give at least 30 days prior notice to HGC Global Communications by calling HGC Broadband Customer Services Hotline 1223 . If it is not feasible for HGC Global Communications to provide during Fixed Contract Period the service at the relocated address, customer must provide relevant address proof from Government or other public service provider. Upon HGC Global Communications’ confirmation, customer shall have the right to terminate the contract. Customer must pay to HGC Global Communications termination charges equal to the following amount: Waived installation charges incurred, the value of any gift that was given to customer (if applicable) and discounted monthly fee in pro rata basis, which shall all become due and payable on the effective date of such cancellation or termination.
  4. For service termination, customer can contact HGC Broadband Customer Services Hotline 1223 to request for the relevant termination form, and return a copy of the filled form at least one month prior to the termination date (but not longer than two months) according to the instruction stated on the termination form. Upon service termination, customer shall within 14 days (non-FTTH) / 30 days (FTTH) upon the issue date of the notification return the modem, access device and other devices. Otherwise, charges will be debited against customer’s credit card or bank account for possession of the devices.
  5. For service installation failure where the fault is not caused by customer, the prepaid service fee shall be refundable. For prepayment by cash, customer should receive the refund amount by cheque and for other prepayment methods, receive the refund amount according to customer’s prepayment method. The refund will be settled within 6 weeks except for special circumstances.
  6. Unless otherwise expressly stated or decided by HGC Global Communications, all prepaid service fees are non-refundable and non-transferrable.
  7. If broadband service is suspended due to customer’s overdue service fee, HGC Global Communications has the right to charge the service fee continuously during the suspension period.
  8. During the Minimum Subscription Period, customer agrees not to change the registered name specified on Sales Agreement, or vary the service to any service plan that has a lower monthly service charge, without HGC Global Communications' prior written consent.
  9. If customer opts for a service plan that comes with a premium, customer will receive a redemption notification upon successful registration or activation of service for premium collection during a designated period at a designated redemption centre. HGC Global Communications reserves the right to replace the premium with another one without prior notice. Customer acknowledges that the premium is not a product of HGC Global Communications. HGC Global Communications is not responsible for the warranty, complaints and claims relating to that premium.
  10. Customer shall follow the disconnection procedures set by HGC Global Communications by giving at least one month's written notice prior to the expiry of contract for the disconnection of the Service. Otherwise, HGC Global Communications will continue to provide the Service on a monthly basis automatically and to charge at the prevailing monthly fees (unless otherwise specified).
  11. The installation and the service provision of the Home Broadband/ Residential Telephone Line/ VoIP Service; and/or the installation and/or use of the other related devices may be adversely affected by the related technical, circumstantial and other external factors.
    1. The”4K Home Broadband Service Experience Guarantee Program” (the “Service Guarantee”) is only applicable to 4K Home Broadband Service subscribers who registered the Service Guarantee.
    2. The “Service Guarantee” guarantees that the subscriber shall enjoy smooth streaming of specific Letv Hong Kong video contents which are stored in HGC Global Communications’ data center with designated Letv models when connecting to HGC Global Communications’ 4K Home Broadband Service, which means no buffering or freezing time for 10 seconds or above per hour and no more than 10 buffering time per hour.
    3. Specific System Requirement for participating in the “Service Guarantee”: Official Hong Kong version of Letv X50 Air / Letv S40 Air or other designated Letv models authorized by Letv or other system as required by HGC Global Communications from time to time. The Letv is required to be connected to the designated HGC Global Communications Modem Ethernet port directly.
    4. Under circumstances listed below, HGC Global Communications shall not offer the Service Guarantee::
      1. Subscriber does not equip with the systems that meet the Specific System Requirement as set out in Clause 3 above. Other system requirements include but are not limited to the original setting of Letv, software, applications and their settings, and hardware equipments or cable.
      2. Subscriber does not turn off Broadband Phone or Broadband Television when connecting to the 4K Home Broadband Service. The Broadband transmission quality shall be affected by any usage of Broadband Phone or Broadband Television. Therefore, subscriber must switch off the aforesaid devices to ensure smooth streaming of video contents.
      3. Broadband service of the subscriber shall be affected by the software or applications installed in Letv by the subscriber or other related factors and that causes the failure in achieving the guaranteed standard.
      4. Periodic or emergency network maintenance or network upgrading works resulting in internet service suspension or lower transmission speed or other circumstances and situations that HGC Global Communications cannot reasonably foresee.
    5. Criteria for declaration of not meeting the Service Guarantee (the “Declaration”)
      1. Being a subscriber of the designated “4K Home Broadband Service” plan and has registered the “Service Guarantee”; and Having met the abovementioned Specific System Requirement.
    6. Procedures for Declaration:
      1. For subscriber who meets the Declaration criteria and considers that HGC Global Communications has failed to provide the guaranteed standard, please call HGC Broadband Customer Services Hotline 1223. HGC Global Communications customer service representative shall guide the subscriber to conduct a preliminary test for the network over the phone.
      If HGC Global Communications customer service representative identifies that the failure of HGC Global Communications in providing the guaranteed standard was caused by potential network problems, HGC Global Communications will send a technician to conduct an onsite test for the subscriber.
    7. Definition of “Affected day”
      1. Number of days counted from the date that HGC Global Communications customer service representative replied and confirmed the Declaration by the subscriber to the date that service resumed normal. It includes two periods of time:
        1. Period waiting for maintenance (starting from the date that the Declaration was replied and confirmed to the subscriber until one day before the onsite test date); and
        2. Maintenance period after onsite test (starting from the date of onsite test until the day that maintenance job completed).
      2. Under circumstances listed below, when HGC Global Communications confirmed that the service failed to achieve the guaranteed standard and calculate the amount of compensation, “Period waiting for maintenance” shall be limited to a maximum of two days:
        1. Subscriber does not accept HGC Global Communications' arrangement of onsite testing.
        2. Onsite testing by HGC Global Communications technician could not be arranged within two days due to restrictions of management office of the premises.
        3. HGC Global Communications is unable to conduct onsite testing as scheduled due to any unforeseeable and uncontrollable circumstances.
        4. HGC Global Communications technician is unable to contact the subscriber at the time scheduled for on-site testing.
    8. Testing Method and Compensation Principles
      1. HGC Global Communications technician shall visit and conduct onsite testing at subscriber's premises according to the appointed time schedule. However, HGC Global Communications shall not conduct any inspection or system settings of subscriber's television.
      2. Technician of HGC Global Communications shall be equipped with the CAT5-E or fiber cable and specific model of device to access to the internet through HGC Global Communications Modem Ethernet port, and show the network testing result to subscriber on the spot.
      Based on the onsite testing result, HGC Global Communications shall determine whether its broadband service achieved the standard of the Service Guarantee and whether the procedures for compensation can be proceeded with. HGC Global Communications reserves the final decision. If the onsite test result indicates that HGC Global Communications has achieved the standard guaranteed under the “Service Guarantee” program or if, after investigation, the problem is found to have been caused by the subscriber (such as subscriber's failure to equip with the system that meets the Specific System Requirement), HGC Global Communications shall levy an onsite inspection charge of HK$150 on the subscriber.
    9. Compensation calculation
      1. According to the results of onsite test, if the broadband services provided by HGC Global Communications to subscriber fail to achieve the standard of “Service Guarantee”, HGC Global Communications shall compensate the subscriber with amount which equals to twice of the service fee charged for the number of “Affected day” calculated on a pro-rata basis. (Compensation amount = [(Service charge of that billing cycle/no. of day for that billing cycle) x “Affected day”] x 2)
      Compensation amount shall not exceed the monthly service fee of that billing cycle of the account payable for the subscriber, and hence compensation will not be applicable to any month with free service fee offered by HGC Global Communications.
    10. HGC Global Communications provides the “Service Guarantee” subject to its terms and conditions which may be revised from time to time without prior notice. HGC Global Communications reserves the final decision and all rights to revise the testing standards and compensation principle and to cancel the “Service Guarantee” program anytime.
    1. The ”myTV SUPER Service Experience Guarantee Program” (the “Service Guarantee”) is only applicable to customers who registered and installed “Home Entertainment Super Pack” successfully.
    2. The “Service Guarantee” guarantees that subscriber shall enjoy smooth streaming of specific myTV SUPER video contents which are stored in HGC Global Communications’ data center with designated myTV SUPER Box when connecting to HGC’s Home Broadband Service, which means no buffering or freezing time for 10 seconds or above per hour and no more than 10 buffering time per hour.
    3. Specific System Requirements for participating in the “Service Guarantee”: Official Hong Kong version of myTV SUPER Box authorized by MyTV Super Limited​ or other systems as required by HGC Global Communications from time to time. The myTV SUPER Box is required to be connected to the designated HGC Global Communications Modem Ethernet port directly. The original setting of myTV SUPER Box, software, applications and their settings, and hardware equipments or cable should be in place.
    4. The minimum bandwidth requirement of the “Service Guarantee”is 100Mbps or above (“Minimum Bandwidth Requirement”). If subscriber moves to a new premises which cannot meet the Minimum Bandwidth Requirement, the experience of the Service may be affected and the “Service Guarantee” will not be applicable. However, subscriber is still required to pay the subscription fee for the remaining months of the Minimum Subscription Period if the fixed contract period has not expired.
    5. HGC Global Communications shall not offer the Service Guarantee under circumstances listed below:
      1. Subscriber does not equip with the systems that meet the Specific System Requirements as set out in Clause 3 above.
      2. Subscriber does not turn off Broadband Phone or Broadband Television when connecting to the Home Broadband Service. The Broadband transmission quality shall be affected by any usage of Broadband Phone or Broadband Television. Therefore, subscriber must switch off the aforesaid devices to ensure smooth streaming of video contents.
      3. Broadband service of the subscriber shall be affected by the software or applications installed by the subscriber in myTV SUPER Box or by the signal delay/ fault/other related factors in the system for the provision of my TV SUPER service, which cause the failure in achieving the guaranteed standard.
      4. Periodic or emergency network maintenance or network upgrading works resulting in internet service suspension or lower transmission speed or other circumstances and situations that HGC Global Communications cannot reasonably foresee or control.
    6. Criteria for declaration of not meeting the Service Guarantee (the “Declaration”)
      1. Being a subscriber of the “Home Entertainment Super Pack” or has registered the “Service Guarantee”; and
      2. Having met the abovementioned Specific System Requirements.
    7. Procedures for Declaration:
      1. For subscriber who meets the Declaration criteria and considers that HGC Global Communications has failed to provide the guaranteed standard, please call HGC Broadband Customer Services Hotline 1223. HGC Global Communications customer service representative shall guide the subscriber to conduct a preliminary test for the network over the phone.
      2. If HGC Global Communications customer service representative identifies that the failure of HGC Global Communications in providing the guaranteed standard was caused by potential network problems, HGC Global Communications will send a technician to conduct an onsite test for the subscriber.
    8. After expiry or termination of HGC Broadband Service, customer can contact the customer service representative directly at myTV SUPER customer service hotline 2399 9666 for enquiries relating to maintenance of myTV SUPER service or its related devices (including myTV SUPER TV Box, remote control, HDMI cable and power adaptor).
    9. Definition of “Affected day”
      1. Number of days counted from the date that HGC Global Communications customer service representative replied and confirmed the Declaration by the subscriber to the date that service resumed normal. It includes two periods of time:
        1. Period waiting for maintenance (starting from the date that the Declaration was replied and confirmed to the subscriber until one day before the onsite test date); and
        2. Maintenance period after onsite test (starting from the date of onsite test until the day that maintenance job completed).
      2. Under circumstances listed below, when HGC Global Communications confirmed that the service failed to achieve the guaranteed standard and calculate the amount of compensation, “Period waiting for maintenance” shall be limited to a maximum of two days:
        1. Subscriber does not accept HGC Global Communications' arrangement of onsite testing.
        2. Onsite testing by HGC Global Communications technician could not be arranged within two days due to restrictions of management office of the premises.
        3. HGC Global Communications is unable to conduct onsite testing as scheduled due to any unforeseeable and uncontrollable circumstances.
        4. HGC Global Communications technician is unable to contact the subscriber at the time scheduled for on-site testing.
    10. Testing Method and Compensation Principles
      1. HGC Global Communications technician shall visit and conduct onsite testing at subscriber's premises according to the appointed schedule. However, HGC Global Communications shall not conduct any inspection or system settings of subscriber's television.
      2. Technician of HGC Global Communications shall be equipped with the CAT5-E or fiber cable and specific model of device to access to the internet through HGC Global Communications Modem Ethernet port, and show the network testing result to subscriber on the spot.
      3. Based on the onsite testing result, HGC Global Communications shall determine whether its broadband service achieved the standard of the Service Guarantee and whether the procedures for compensation can be proceeded with. HGC Global Communications reserves the right of final decision. If the onsite test result indicates that HGC Global Communications has achieved the standard guarantee under the “Service Guarantee” program or if, after investigation, the problem is found to have been caused by the subscriber (such as subscriber’s failure to equip with the system that meets the Specific System Requirements), HGC Global Communications shall levy an onsite inspection charge of HK$150 on the subscriber.
    11. Compensation calculation
      1. According to the results of onsite test, if the broadband services provided by HGC Global Communications to subscriber fail to achieve the standard of “Service Guarantee”, HGC Global Communications shall compensate the subscriber with an amount equal to twice of the service fee charged for the number of “Affected day” calculated on a pro-rata basis. (Compensation amount = [(Service charge of that billing cycle/no. of day for that billing cycle) x “Affected day”] x 2)
      2. Compensation amount shall not exceed the monthly service fee of that billing cycle of the account payable for the subscriber, and hence compensation will not be applicable to any month with free service fee offered by HGC Global Communications.
    12. HGC Global Communications provides the “Service Guarantee” subject to its terms and conditions which may be revised from time to time without prior notice. HGC Global Communications reserves the right of final decision and all rights to revise the testing standards and compensation principle and to cancel the “Service Guarantee” program anytime.​
    1. Customer shall provide suitable environmental conditions which permit HGC Global Communications to connect its networks to the installation address, the suitability of which shall be determined by HGC Global Communications at its absolute discretion.
    2. As part of the installation, HGC Global Communications shall install a Broadband Modem to connect the installation address to its networks for customer's use. Upon customer's request for change of service address due to relocation, change of bandwidth, change of service provisioning for any reasons, termination of the service agreement or any service due to any other reasons, customer shall return the Broadband Modem in good condition to the designated location as listed on HGC Global Communications' reminder notice or service termination notice or other location designated by HGC Global Communications. In the event that
      1. customer does not agree to return the Broadband Modem,
      2. customer fails to return the Broadband Modem as directed by HGC Global Communications, or
      3. there is any loss or damage to the Broadband Modem for whatever reason, customer agrees to pay HK$500 (Non-FTTH)/ HK$1,500 (FTTH) to HGC Global Communications as liquidated damages. In case of any damage or loss to the Power Adaptor, customer is required to pay HK$100 to HGC Global Communications as compensation for such damage or loss. The said liquidated damages will be directly debited from customer’s account, bank account or credit card without further notice.
    3. Minimum system requirement for Home Broadband Service:
      1. Non FTTH - Intel 1.6GHz CPU, 512MB system memory, Windows XP/Vista/7 and 100M Ethernet card;
      2. FTTH - Intel Core2 Duo P8800 CPU, 2GB system memory, Windows XP/ Vista/ 7, 64GB SATA II SSD (speed for writing and reading > 200MB/s), 1000M Ethernet Card; or other system requirements as recommended by HGC Global Communications from time to time.
    4. Customer should make available a Windows Installation CD-ROM at time of service installation if the Windows is in Win98/ ME version.
    5. Customer is entitled to a set of Login ID and password of free email account upon successful installation of Home Broadband Service. A free email account with minimum capacity of 10MB (depending on the service plan subscribed ) will be given to each account upon subscription.​
    6. The regular installation charge of Home Broadband Service is HK$680 (Non-FTTH)/HK$1,500 (FTTH).
    7. Customer shall pay to HGC Global Communications a relocation charge (internal) of HK$680 (Non-FTTH)/HK$1,500 (FTTH) for the service relocation as requested to be effected within the same service address as registered.
    8. Subject to the network coverage of HGC Global Communications, customer agrees to pay a relocation charge (external) of HK$680 (Non-FTTH)/HK$1,500 (FTTH) to HGC Global Communications for the service relocation as requested to effected as from one service address as registered to another service address. For any customer who is having a service contract with HGC Global Communications, such relocation charge (external) can be waived for one time. The relocation charge waiving as mentioned above shall only cover the standard installation work. If, depending on the actual circumstances of the installation address, HGC Global Communications or its installation staff or contractor, in its absolute discretion, think that the installation work required will be out of the scope of the standard installation work (e.g. high-platform setup, opening ceiling, fixing promat, extra civil works, etc.), then HGC Global Communications shall have the right to impose on the customer an extra fee (which shall be subject to the cost, complexity, workload and resources availability for the work required). If the relocation is effected during the Minimum Subscription Period and HGC Global Communications can only provide a lower bandwidth at the new service address than the bandwidth as provided under the original service plan, the customer shall still be required to continue paying the charges under the original service plan for the remaining term of the service contract. If HGC Global Communications can only provide a higher bandwidth at the new service address than the bandwidth as provided under the original service plan, the customer shall be required to subscribe for the higher bandwidth service and pay for such higher bandwidth service accordingly at the prevailing service fee for the remaining term of the service contract.
    9. Customer agrees to pay HK$150 to HGC Global Communications for all on-site inspection, save and except for those cases where the fault is caused by HGC Global Communications.
    10. If installation fee has been waived upon signing of the Sales Agreement, HGC Global Communications reserves the right to charge the installation fee of HK$680 (Non-FTTH)/HK$1,500 (FTTH) due to the occurrence of the following situations for whatever reasons:
      1. it comes to HGC Global Communications’ knowledge that customer has terminated HGC Broadband Service previously installed at the same service location within 30 days prior to the signing of this Sales Agreement or the installation service; or
      2. termination of HGC Broadband Service within 180 days after signing of this Sales Agreement or the completion of the installation service.
  1. This “Speed Guarantee” program only applies to subscribers who have registered this program. This program guarantees that the subscribers shall enjoy at least 80% of local uploading and downloading speed as entitled under the specific service plans used by the respective subscribers by connecting to a designated speed test server appointed by HGC Global Communications under 99.9% circumstances, which means
    1. Subscribers who registered the “Speed Guarantee” program of HGC Global Communications while using specific 200Mbps service plan by connecting to a designated speed test server appointed by HGC Global Communications shall be guaranteed to enjoy at least 160Mbps local uploading/downloading transmission speed under 99.9% circumstances;
    2. Subscribers who registered the “Speed Guarantee” program of HGC Global Communications while using specific 100Mbps service plan by connecting to a designated speed test server appointed by HGC Global Communications shall be guaranteed to enjoy at least 80Mbps local uploading/downloading transmission speed under 99.9% circumstances;
    3. Subscribers who registered the “Speed Guarantee” program of HGC Global Communications while using specific 50Mbps service plan by connecting to a designated speed test server appointed by HGC Global Communications shall be guaranteed to enjoy at least 40Mbps local uploading/downloading transmission speed under 99.9% circumstances.
  2. “Speed Guarantee” program shall only cover the use of CAT5-E (for non-FTTH plans) or fiber (for FTTH plans) cable laying fiber-optic backbone provided by HGC Global Communications that connect from the Modem Ethernet port (not including wireless access) at subscriber’s premises to the speed test server of a designated speed test website specified by HGC Global Communications; other websites of HGC Global Communications or other third party’s local or overseas websites are not included.​​
  3. Minimum System Requirement for participating “Speed Guarantee” program:
    1. Non FTTH - Intel 1.6GHz CPU, 512MB system memory, Windows XP/ Vista/ 7 and 100M Ethernet card;
    2. FTTH - Intel Core2 Duo P8800 CPU, 2GB system memory, Windows XP/ Vista/ 7, 64GB SATA II SSD (speed for writing and reading > 200MB/s), 1000M Ethernet Card; or other system requirements as recommended by HGC Global Communications from time to time.
  4. Under circumstances listed below, HGC Global Communications shall not offer the guarantee listed above:
    1. Subscriber is not equipped with computer system that meets the Minimum System Requirement. (Recommended computer system requirements, including but not limited to computer performance, software, applications and their settings, and hardware equipment, including network cards or cable)
    2. Broadband service of the subscriber has been affected by the computer software installed by the subscriber or other related factors, which are the causes of failure to achieve the guaranteed speed.
    3. Periodic or emergent network maintenance or the network upgrading works resulting in internet service suspension or lower transmission speed or other circumstances and situations that HGC Global Communications cannot reasonably foresee.
  5. The Broadband transmission speed shall be affected by any usage of Broadband Phone or Broadband Television. Therefore, subscriber must switch off the Broadband Phone or Broadband Television to ensure the accuracy of speed transmission when conducting the speed test.
  6. Criteria for Declaration of Low Transmission Speed
    1. Subscriber must use the designated Home Broadband plan of 200Mbps, 100Mbps or 50Mbps with registration of “Speed Guarantee” Program.
    2. Subscriber must be equipped with abovementioned Minimum System Requirement for “Speed Guarantee” program of HGC Global Communications.
  7. Procedures for Declaration of Low Transmission Speed
    1. For subscriber who complies with the conditions of declaration criteria, if subscriber considers that HGC Global Communications has failed to provide the guaranteed transmission speed, please call HGC Broadband Customer Services Hotline 1223. Customer service representative of HGC Global Communications shall conduct a preliminary transmission speed test for the network over the phone.
    2. HGC Global Communications' customer service representative confirms that the failure of HGC Global Communications in providing the guaranteed transmission speed is identified as being caused by potential network problem, a technician will be sent to conduct an onsite speed test for the subscriber.
  8. Definition of “Affected day”
    1. Number of days is counted from the date that HGC Global Communications’ customer service representative replies and confirms the declaration by the subscriber to the date that the service has resumed normal. It includes two periods of time:
      1. Waiting for maintenance period (starting from the date that the declaration was replied and confirmed to the subscriber until one day before the onsite speed test date); and
      2. Maintenance period after onsite speed test (starting from the date of onsite speed test until the day of completion of the maintenance job).
    2. Under circumstances listed below, when HGC Global Communications confirms that the service has failed to achieve the guaranteed transmission speed and calculates the amount of compensation, “Waiting for maintenance period” shall be limited to a maximum of two days:
      1. Subscriber does not accept HGC Global Communications' arrangement of onsite testing.
      2. Onsite testing by HGC Global Communications' technician could not be arranged within two days after reporting due to the restriction imposed by the management office of the premises.
      3. HGC Global Communications is unable to conduct onsite testing as scheduled due to any unforeseeable and uncontrollable circumstances.
      4. HGC Global Communications' technician is unable to contact the subscriber at the time scheduled for onsite testing.
  9. Testing Method and Compensation Principles
    1. HGC Global Communications' technician shall visit and conduct onsite testing at subscriber’s premises according to the time scheduled. However, HGC Global Communications shall not conduct any inspection or system settings for subscriber’s computer.
    2. HGC Global Communications' technician shall be equipped with the CAT5-E or fiber cable and specific model of PC to access to internet service through Modem Ethernet port of subscriber, and show the transmission speed to subscriber on the spot.​
    3. Whether the broadband service offered by HGC Global Communications has achieved the standard of the program shall be based on the onsite speed test result. Such result determines whether the compensation can be proceeded or not, and HGC Global Communications reserves the right to make the final decision. If the onsite test result achieves the transmission speed guaranteed by HGC Global Communications under the "Speed Guarantee" program or if, after investigation, the problem is found to be caused by the subscriber (including but are not limited to the situation where the subscriber is not equipped with computer system which meets the Minimum System Requirement for HGC Global Communications' "Speed Guarantee" program), HGC Global Communications shall levy an onsite inspection charge of HK$150 on the subscriber.
  10. Compensation calculation
    1. If the results of the onsite speed test show that the broadband services provided by HGC Global Communications to subscriber has failed to achieve the standard of "Speed Guarantee" program, HGC Global Communications shall compensate the subscriber with an amount equal to twice of the service fee charged for the number of "Affected day" calculated on a pro-rata basis. (Compensation amount = [(Service charge of that billing cycle/no. of day for that billing cycle) x "Affected day"] x 2)
    2. Compensation amount shall not exceed the monthly service fee of that billing cycle of the account payable to the subscriber. Therefore, compensation will not be applicable to any free month offered by HGC Global Communications.
  11. HGC Global Communications provides the "Speed Guarantee" program subject to its terms and conditions which may be revised from time to time without prior notice. HGC Global Communications reserves the right to make the final decision, to revise the testing standards and compensation principle, and to cancel the "Speed Guarantee" program at anytime.
  1. Customer shall provide suitable environmental conditions which permits HGC Global Communications to connect its networks to the installation address, the suitability of which shall be determined by HGC Global Communications at its absolute discretion.
  2. Customer acknowledges that HGC Global Communications will provide the Broadband Modem for the provision of service. Customer should connect the Broadband Modem to PC and the Services will be activated after the receipt of the Broadband Modem. Upon customer's request for change of service address due to relocation, change of bandwidth, change of service provisioning due to any reasons, termination of the service agreement, or termination of service due to any other reasons, customer shall return the Broadband Modem in good condition to the designated location as listed on HGC Global Communications' service termination notice or other location designated by HGC Global Communications. In the event that
    1. customer does not agree to return the Broadband Modem,
    2. customer fails to return the Broadband Modem as directed by HGC Global Communications, or
    3. there is any loss or damage to the Broadband Modem for whatever reason, customer agrees to pay HK$1,200 to HGC Global Communications as a liquidated damage. In case of any damage or loss for the Power Adaptor, customer is required to pay HK$350 to HGC Global Communications as compensation for such damage or loss.
  3. Minimum system requirement for HGC Global Communications PowerCom Broadband Service: Intel 1.6GHz CPU, 512MB system memory, Windows 2000/ XP and 100M Ethernet card or other system requirements as recommended by HGC Global Communicationsfrom time to time.
  4. Customer agrees to pay a service inspection fee of HK$150 to HGC Global Communications for each on-site inspection, save and except for those cases where the fault is caused by HGC Global Communications.
  5. Customer is entitled to a set of Login ID and password of free email account upon successful installation of Home Broadband Service. A free email account with minimum capacity of 10MB (depending on the service plan subscribed ) will be given to each account upon subscription.​
  6. HGC Global Communications provides 1.5/10Mbps bandwidth of Powercom broadband service in designated buildings. 1.5Mbps bandwidth of service supports up to local 1.5Mbps downloading speed and 640Kbps uploading speed. 10Mbps bandwidth of service supports up to local 10Mbps downloading speed and 1Mbps uploading speed. The bandwidth refers to the maximum of the relevant bandwidth that may be achieved between a customer's premises and the broadband equipment of the relevant building, which may be different from the actual speed performance that a customer may experience. The attainment of the relevant bandwidth depends on various factors including but not limited to HGC Global Communications​ network coverage, types of building infrastructure and performance and configuration of customers' computers. The bandwidth to overseas sites will also be subject to the conditions of local network there, and therefore the bandwidth might be even less. Due to common use of electrical transmission network signal for homeplug and PowerCom Broadband, users are highly advised to apply either homeplug or PowerCom Broadband in the same residential unit; otherwise the transmission speed will be affected or disconnection will be occurred. For further information on bandwidth availability to any particular building, upload / download speeds, or the terms and conditions of our services, please call 3PowerCom Broadband Service Hotline 2189 9388.
  1. Customer authorizes HGC Global Communications to pursue customer's request for Operator Number Portability, and to disconnect the service(s) provided by customer's existing telephone service provider.
  2. This offer is applicable to HGC Global Communications Limited(HGC Global Communications ) designated building only.
  3. The bill cycle of the Plan is 3 months and the monthly service fee is billed in advance.
  4. In order to enjoy the above offer, Customer is required to subscribe to the Service within the aforesaid period, and completed the installation within 6 months from the date of agreement signed.
  5. Customer acknowledges that this Agreement may cover the provision to customer of voice line service, IDD service and other services. Customer acknowledges that where all or any of the services applied for above are not yet available, the service(s) not immediately available will be provided to customer on the terms prevailing on the commencement of such service(s). However, this will not affect the provision of any other services which can be made immediately available.
  6. In the event of termination of the Service prior to the expiry of the Minimum subscription Period caused (i) by the subscriber for whatever reason; or (ii) by HGC Global Communications due to subscriber's fault or breach of the relevant terms and conditions, subscriber agrees to pay to HGC Global Communications an early termination charge which equals to the aggregate of the monthly fee for the monthly fee for the Service and other value-added services (if any) for the remaining months of the Minimum Subscription Period.
  7. Customer shall follow the disconnection procedures set by HGC Global Communications and shall give at least one month's written notice or contact HGC Broadband Customer Services Hotline 1223 prior to the Residential Telephone Line contract expiry date for any disconnection of the Service. Otherwise, the Service will be renewed on a monthly basis automatically and the standard monthly fees at $98* (not include Free VAS package or IDD 0080 service) will apply.
  8. The regular installation charge of Residential Telephone Line Service is HK$475. HGC Global Communications reserves the right to charge the installation fee of $475 due to customer has terminated HGC Telephone Line Service previously installed at the same service location within 30 days prior to the signing of this Sales Agreement or the installation service; or termination of HGC Telephone Line Service within 180 days after signing of this Sales Agreement or the completion of the installation service.
  9. The installation and the service provision of the Residential Telephone Line Service may be adversely affected by the related technical, circumstantial and other external factors.
  10. Customer agrees to pay HK$200 to HGC Global Communications for any type of on-site repair service, except for those cases where the fault is caused by HGC Global Communications.
  11. Customer agrees to pay a relocation charge of HK$200 to HGC Global Communications for the relocation of service within the customer premises.
  12. Subject to the network coverage of HGC Global Communications, customer agrees to pay a relocation charge of HK$300 to HGC Global Communications for the service relocation of Residential Telephone Line to another service address. For customers who are having a service contract with HGC Global Communications, the relocation charge can be waived for one time. The relocation charge waiving as mentioned above shall only cover the standard installation work. If, depending on the actual circumstances of the installation address, HGC Global Communications or its installation staff or contractor, in its absolute discretion, think that the installation work required will be out of the scope of the standard installation work (e.g. high-platform setup, opening ceiling, fixing promat, extra civil works, etc.), then HGC Global Communications shall have the right to impose on the customer an extra fee (which shall be subject to the cost, complexity, workload and resources availability for the work required).
  13. The General and Special Terms and Conditions for HGC Global Communications Services, and the Residential Telephone Line's / VoIP's Terms and Conditions are applied to above offers. For the details of the Residential Telephone Line Service, please visit https://www.hgcbroadband.com/en/phone-idd/phone-idd.
  14. This offer is subject to HGC Global Communications' final notice. HGC Global Communications reserves the right to change the terms and conditions of the above offers and service plans at any time without prior notice. For details, please refer to the sales agreement. HGC Global Communications​ reserves the right to vary the terms and conditions of service without prior notice and shall have the final decision in terms of any dispute.
  1. Customer acknowledges and agrees that HGC Global Communications disclaims any liability for
    1. any damage to or loss of data, software and/or hardware installed in customer’s computer or other equipment, and​
    2. any claim from customer or any third party for any direct or indirect loss and all relevant claims.​
  2. For other special terms and conditions relating to the Residential VoIP Service, please refer to the "Special Terms and Conditions for HGC Global Communications Broadband Phone Service".
  3. Customer understands that to enable the use of VoIP service, broadband service must be connected. HGC Global Communications shall provide a Broadband Phone Access Device to customer. For service provisioning, customer / HGC Global Communications should connect the Broadband Phone Access Device to a computer and the service will be activated after the receipt of the Broadband Phone Access Device. Upon termination of the service agreement or change of service, customer shall return the Broadband Phone Access Device to HGC Global Communications in good condition. In the event that
    1. customer does not agree to return the Broadband Phone Access Device;
    2. customer fails to return the Broadband Phone Access Device as directed by HGC Global Communications in the service termination notice, or
    3. there is any loss or damage to the Broadband Phone Access Device for whatever reason, customer shall be liable to HGC Global Communications​ for a fixed liquidated damage of HK$1,200. The said liquidated damages will be directly debited from customer’s account, bank account or credit card without further notice.​
  1. Residential Telephone Line Value-added Services ("VAS") includes Call Waiting + Call Forwarding + Remote Call Forwarding + Do-not-disturb + Appointment Service + Abbreviated Dialing + Conference Calling + Caller Number Display + Duplex Ringing + Block-the-blocker.
  2. VAS is not applicable to the Secondary Number of Duplex Ringing except for the VAS function "Caller Number Display".
  3. By subscribing to special offer which entitles to VAS during the minimum contract period, customer shall give one month prior notice to HGC Global Communications to terminate the VAS package before expiry of the minimum contract period if that is not required afterwards, otherwise the standard monthly fee shall automatically be charged after expiry of the minimum contract period.

1. “Line for four” broadband service offered by HGC Global Communications Limited ("HGC Global Communications ") at selected buildings provides a local maximum upload speed of 1Gbps and maximum download speed of 2.2Gbps (by the 1st and 2nd passive optical network modem ports of up to 100Mbps each and the 3rd and 4th passive optical network modem ports of up to 1Gbps each). The bandwidth refers to the maximum of the relevant bandwidth that may be achieved between a customer's premise and the first piece of HGC Global Communications ’ network equipment, which may be different from the actual speed performance that a customer may experience. The attainment of the relevant bandwidth depends on various factors including but not limited to HGC Global Communications network coverage, types of building infrastructure, usage levels, site traffic loading, type of content being accessed and performance and configuration of customers' computers. The bandwidth to overseas sites will also be subject to the conditions of local network there, and therefore the bandwidth might be even less. For further information on bandwidth availability to any particular building, upload / download speeds, or the terms and conditions of our services, please call HGC Broadband Customer Services Hotline 1223.

2. Offer is valid until 30 June 2018 and only applicable to new Customers at selected buildings and successfully installed the 3Home Broadband Service. The Minimum Subscription Period is 30 months as the case may be. The Service’s offer is valid for 6 months from the signing of this contract. The service installation should be completed and the Service should be activated within the said 6 months; otherwise HGC Global Communications reserves the rights to change or cancel the special offer.

3. The myTV SUPER service includes Basic Pack, TVB Premium SVOD, Premium Basic Pack and Additional Mobile Device Service (limited to 1 mobile device). The service installation address of both the HGC Broadband Service and myTV SUPER service must be the same. Upon the expiry of the 24 months myTV SUPER service, HGC Global Communications will continue to provide you with myTV SUPER service on a monthly basis at the monthly rate $98 for the applicable plan of myTV SUPER service. You may terminate such monthly service by giving HGC Global Communications one month's written notice. myTV SUPER is only applicable to myTV SUPER box, compatible device and designated mobile operating system. Please visit www.mytvsuper.com/en/basic_requirement for details. myTV SUPER service is provided by MyTV Super Limited subject to the terms and conditions in "myTV SUPER Terms of Service". Please visit www.mytvsuper.com for details.

4. If customer relocates and requests for change of address, bandwidth, service provisioning for whatever reason, terminates the sales agreement or the service due to any other reasons, customer is required to return the broadband modem, power adaptor, myTV SUPER’s related devices (include myTV SUPER Box, remote control or power adaptor) to the designated location listed on HGC Global Communications’ service termination form or other location designed by HGC Global Communications.

5. Each WiFi service location provides one or more WiFi hotspots. WiFi is applicable to designated WiFi service locations and hotspots. Number of WiFi service locations and hotspots quoted is based on service provider’s information. Each WiFi service location may include different numbers of hotspots. When the WiFi signal is weak or unavailable, service may automatically be accessed by mobile data and mobile data charge will incur based on user’s mobile service monthly tariff plan.

6. 《Wi-Fi 360》 Service Plan (the”Service”) support 100Mbps or above and selected service provision method of Home Broadband service. The minimum subscription period is 30-months., the Service will include unlimited usage of 《hgc on air》service and HGC shall install the relevant equipment to connect the Wi-Fi networks for Customer's use. The Service will be activated after confirmation of completion of installation by Customer. Customer shall need a device with Wi-Fi capability (IEEE 802.11 ac/n/a 5 GHz / IEEE 802.11 b/g/n 2.4 GHz) to access the Internet via Home Wi-Fi wireless connection with the modems. Otherwise HGC Global Communications Ltd does not guarantee the provisioning of Home Wi-Fi service.
The actual indoor coverage and speed performance of the Wi-Fi connection provided by the Service will be affected by such factors included the infrastructure in the installation address, decoration materials, devices, software, interference signals and bandwidth to overseas sites.

7. The installation fee as mentioned above shall only cover the standard installation work. If, depending on the actual circumstances of the installation address, HGC Global Communications or its installation staff or contractor, in its absolute discretion, think that the installation work required will be out of the scope of the standard installation work (e.g. high-platform setup, opening ceiling, fixing promat, extra civil works extra, etc.), then HGC Global Communications shall have the right to impose on the customer an extra fee.

8. The installation and the service provision of the Home Broadband/ Residential Telephone Line/ VoIP Service; and/or the installation and/or use of the other related devices may be adversely affected by the related technical, circumstantial and other external factors.

9. The above offers shall be subject to the relevant terms & conditions. HGC Global Communications reserves the right to change the terms and conditions of the above offers and service plans at any time without prior notice.

10. HGC Global Communications Limited (“HGC Global Communications”) shall have the final decision in terms of any dispute. For details, please enquire our salesmen or visit www.hgcbroadband.com/en/pages/terms-conditions.
* KKBOX offer terms and conditions
1. KKBOX 100-day pass is only applicable to first 100 new customers at selected buildings who successfully subscribe to “Line for four” or other designated HGC Broadband services. . The premium is offered on a first-come first-served basis and HGC Global Communications’ decision shall be final.
2. Customer acknowledges that the premium is not a product of HGC Global Communications. HGC Global Communications is not responsible for the warranty, complaints and claims relating to that premium. Please contact the said parties if you have any queries.
3. The above offers shall be subject to the relevant terms & conditions. HGC Global Communications reserves the right to change the terms and conditions of the above offers and service plans at any time without prior notice.
4. HGC Global Communications shall have the final decision in terms of any dispute . For details, please enquire our salesmen or www.hgcbroadband.com/en/pages/terms-conditions.

​1. HGC Global Communications Limited ("HGC Global Communications ") provides residential broadband service in designated buildings for up to local upload/download speed 100Mbps/ 1Gbps. The bandwidth refers to the maximum of the relevant bandwidth that may be achieved between a customer's premises and the broadband equipment of the relevant building, which may be different from the actual speed performance that a customer may experience. The attainment of the relevant bandwidth depends on various factors including but not limited to HGC network coverage, types of building infrastructure and performance and configuration of customers' computers. The bandwidth to overseas sites will also be subject to the conditions of local network there, and therefore the bandwidth might be even less. For further information on bandwidth availability to any particular building, upload/ download speeds, or the terms and conditions of our services, please call HGC Broadband Customer Service Hotline 1223.

2. Offer is valid until 30 June 2018 and only applicable to new Customers at selected buildings and successfully installed the HGC Broadband Service. The Minimum Subscription Period is 24 months. The Service’s offer is valid for 6 months from the signing of this contract. The service installation should be completed and the Service should be activated within the said 6 months; otherwise HGC Global Communications Limited reserves the rights to change or cancel the special offer.

3. HGC Global Communications Limited and its employees and agents are responsible for product reselling on behalf of the manufacturers or agents of the devices and accessories. For repair, maintenance, replacement or complaints concerning the devices and accessories, customers shall directly contact the manufacturers or the agents of such devices and accessories and pay for all the related costs (where applicable). Please contact the said parties if you have any queries by referring to the packaging. The photos shown are for reference only.

4. The myTV SUPER service includes Basic Pack, TVB Premium SVOD, Premium Basic Pack and Additional Mobile Device Service (limited to 1 mobile device). The service installation address of both the HGC Broadband Service and myTV SUPER service must be the same. myTV SUPER is only applicable to myTV SUPER box, compatible device and designated mobile operating system. Please visit www.mytvsuper.com/en/basic_requirement. myTV SUPER service is provided by MyTV Super Limited subject to the terms and conditions in "myTV SUPER Terms of Service". Please visit www.mytvsuper.com for details.

5. If customer relocates and requests for change of address, bandwidth, service provisioning for whatever reason, terminates the sales agreement or the service due to any other reasons, customer is required to return the broadband modem, power adaptor (collectively referred to as “Devices”) to the designated location listed on HGC Global Communications’ service termination form or other location designed by HGC Global Communications.
6. Each WiFi service location provides one or more WiFi hotspots. WiFi is applicable to designated WiFi service locations and hotspots. Number of WiFi service locations and hotspots quoted is based on service provider’s information. Each WiFi service location may include different numbers of hotspots. When the WiFi signal is weak or unavailable, service may automatically be accessed by mobile data and mobile data charge will incur based on user’s monthly tariff plan.

7. The installation fee as mentioned above shall only cover the standard installation work. If, depending on the actual circumstances of the installation address, HGC Global Communications or its installation staff or contractor, in its absolute discretion, think that the installation work required will be out of the scope of the standard installation work (e.g. high-platform setup, opening ceiling, fixing promat, extra civil works extra, etc.), then HGC Global Communications shall have the right to impose on the customer an extra fee.

8. 《Wi-Fi 360》 Service Plan (the”Service”) support 100Mbps or above and selected service provision method of Home Broadband service. The minimum subscription period is 24-months., the Service will include unlimited usage of 《hgc on air》service and HGC shall install the relevant equipment to connect the Wi-Fi networks for Customer's use. The Service will be activated after confirmation of completion of installation by Customer. Customer shall need a device with Wi-Fi capability (IEEE 802.11 ac/n/a 5 GHz / IEEE 802.11 b/g/n 2.4 GHz) to access the Internet via Home Wi-Fi wireless connection with the modems. Otherwise HGC Global Communications Ltd does not guarantee the provisioning of Home Wi-Fi service. The actual indoor coverage and speed performance of the Wi-Fi connection provided by the Service will be affected by such factors included the infrastructure in the installation address, decoration materials, devices, software, interference signals and bandwidth to overseas sites.

9. The installation and the service provision of the Home Broadband/ Residential Telephone Line/ VoIP Service; and/or the installation and/or use of the other related devices may be adversely affected by the related technical, circumstantial and other external factors. The above offers shall be subject to the relevant terms & conditions. HGC Global Communications reserves the right to change the terms and conditions of the above offers and service plans at any time without prior notice. HGC Global Communications Limited shall have the final decision in terms of any dispute. For details, please enquire our salesmen or visit www.hgcbroadband.com/en/pages/terms-conditions for offer terms and conditions.

1. KKBOX 100-day pass is only applicable to first 100 new customers at selected buildings who successfully subscribe to “Wi-Fi 360 Bundle Plan” or other designated HGC Broadband services. . The premium is offered on a first-come first-served basis and HGC Global Communications’ decision shall be final.
2. Customer acknowledges that the premium is not a product of HGC Global Communications. HGC Global Communications is not responsible for the warranty, complaints and claims relating to that premium. Please contact the said parties if you have any queries.
3. The above offers shall be subject to the relevant terms & conditions. HGC Global Communications reserves the right to change the terms and conditions of the above offers and service plans at any time without prior notice.
4. HGC Global Communications shall have the final decision in terms of any dispute . For details, please enquire our salesmen or www.hgcbroadband.com/en/pages/terms-conditions.


    1. The HelloWay application (the "App") is a VoIP application, which can be downloaded to compatible devices supporting iOS (version 4.3 or above) or Android (version 2.3.3 or above) operating systems. The App only allows one access to one device at the same time. Upon successful downloading of the App, a validation code will be sent to the subscriber's registered mobile number through SMS.
    2. Subscriber can use the HelloWay service (the "Service") through either data network or Wi-Fi. HGC Global Communications Limited ("HGC Global Communications") shall not be liable for any data charges incurred by subscribers for using data network in or outside Hong Kong. To ensure the stability of the Service, subscriber is recommended to use Wi-Fi to access the Service.
    3. The service fee or any extra charges will be billed by HGC Global Communications according to the subscription plan selected by the subscriber. The service fee is payable in advance while other extra charges such as IDD charges (if any) will be made payable upon being incurred.
    4. Subscriber is subject to the minimum subscription period ("Minimum Subscription Period") as stated in e-Confirmation Letter sent to the subscriber from HGC Global Communications. The service fee of the Service will be incurred as from the first day of the Minimum Subscription Period.
    5. The service fee only covers incoming calls and outgoing calls to Hong Kong local numbers via the App, except for calls which incur usage-based charges. Making outgoing calls to non-Hong Kong local numbers will incur IDD long distance call charges and airtime.
    6. Subscriber can choose his/her own IDD service operator and IDD charges will be billed by the chosen operator separately. HGC Global Communications IDD0080 service can be activated during the Service registration. Should subscriber use IDD0080 to make outgoing calls to overseas destinations outside Hong Kong, he/she will be charged based on the IDD0080 rate plan and billed by HGC Global Communications. For the IDD0080 tariffs, please contact IDD0080 Service Hotline 2180 0080 for residential customers, and 3160 0080 for business customers.
    7. HGC Global Communications does not guarantee, and subscriber acknowledges and agrees, that the call quality or service performance may be affected by the stability of data network or Wi-Fi connection. Subscriber should check with his/her network operator for any connection problems, restrictions on VoIP function, or any additional charges for using VoIP. HGC Global Communications will not be liable for the service failure due to the above situations.
    8. Subscriber understands and agrees that the provision of the Service may be affected by uncertain factors such as subscriber's mobile device settings, the restrictions of the relevant laws and regulations of Hong Kong or other overseas destinations, and other power failure which cannot be controlled by HGC Global Communications. If the Service is interrupted or temporarily suspended due to the above events or other events which are beyond HGC Global Communications control, HGC Global Communications will not be liable for any loss or damage whatsoever incurred by the subscriber.
    9. Subscriber should provide a valid and updated address for the registration of the Service. Subscriber undertakes to provide HGC Global Communications with accurate and complete information relating to his/her correspondence address or place of residence, so that HGC Global Communications can maintain the most up-to-date location information of the subscriber in order to fulfil the requirements of all applicable laws, regulations and licence conditions.
    10. Subscriber understands and agrees that the Service is unable to connect to any emergency number or system when being used outside Hong Kong, and HGC Global Communications shall not be liable whatsoever for any loss, damage or expenses incurred by the subscriber in relation thereto.
    11. Subscriber acknowledges and agrees that he/ she shall be responsible for all risks for any expenses and liability incurred for using the Service outside Hong Kong and shall comply with all the applicable laws and regulations under that jurisdiction. Subscribers shall indemnify HGC Global Communications for any liability, expenses or damages suffered by HGC Global Communications arising out of or in connection with the subscriber's use of the Service in a location outside Hong Kong .
    12. The Service cannot function during power failure and is not suitable for use with lifeline devices. Before subscription for the Service, subscriber should declare and undertake with HGC Global Communications that the Service will not be used by any lifeline user and no medical alarm or other lifeline device will be connected to the Service. In case of breach of the above term, HGC Global Communications reserves the right to terminate the Service.
    13. The Service does not support any type of fax communications.
    14. Upon subscription of the Service, HGC Global Communications will assign a new telephone number ("Assigned Number") to the subscriber for use of the Service. Unless the subscriber has successfully ported the Assigned Number to other operators before termination of the Service, HGC Global Communications reserves the right to assign the Assigned Number to other subscribers after the subscriber ceases using the Service. Subscriber understands and agrees that he/ she shall not use, assign, transfer or otherwise deal with the Assigned Number without HGC Global Communications written consent (save as otherwise permitted). For the avoidance of doubt, subscriber will not acquire any rights in any numbering issued or assigned to him/her (save as otherwise for use of the Service as instructed by HGC Global Communications) and HGC Global Communications shall reserve the right to modify, withdraw, change or reallocate the Assigned Number, subject to any contrary directions by the Office of the Communications Authority and any contrary terms contained in HGC Global Communications telecommunications licence.
    15. Subscriber should ensure that his/her login information will be kept properly and securely and shall not be disclosed to any third party under any circumstances. HGC Global Communications shall not be responsible for any loss due to the disclosure of such information.
    16. Subscriber shall use the Service only for lawful and proper purposes and shall ensure any communication transmitted through the App does not contain any material which violates or infringes in any way the rights of others, which is unlawful, threatening, abusive, defamatory, invasive of privacy right, obscene or otherwise objectionable, which encourages conduct that would constitute a criminal offence , give rise to civil liability, or otherwise violate any law , which is for advertising or solicitation purpose for sales of products or services, or which results in, though not an unauthorized use of the Service, interference to the use of the Service by other users. HGC Global Communications reserves the right to terminate the Service forthwith in the above situations.
    17. Subscriber is subject to the "Minimum Subscription Period" as stated in the e-Confirmation Letter. For termination of the Service, subscriber shall give HGC Global Communications one (1) month prior notice in writing before the expiry of the Minimum Subscription Period. Otherwise, the Service and all other value-added services subscribed will be automatically renewed on a monthly basis at HGC Global Communications prevailing list price. The standard monthly fee of HelloWay Service is $88. During such renewed period, HGC Global Communications or the subscriber may at any time terminate the Service and/or any value-added services by serving not less than one (1) month's written notice on each other.
    18. In the event of termination of the Service prior to the expiry of the Minimum Subscription Period caused (i) by the subscriber for whatever reason; or (ii) by HGC Global Communications due to subscriber's fault or breach of the relevant terms and conditions, subscriber agrees to pay to HGC Global Communications an early termination charge which equals to the aggregate of the monthly fee for the Service and other value-added services (if any) for the remaining months of the Minimum Subscription Period.
    19. A newer version of the App will be released from time to time to provide security updates fix bugs, add new features, or make changes to certain technical specifications. When the new version has been made available at Apple App Store or Google Play Market, subscribers may upgrade their smart phone's operating system in order to download and use the newer version of the App. If subscribers for whatever reasons have not downloaded for use any newer version of the App resulting in the use of the App and/or the quality of the Service being adversely affected, HGC Global Communications shall not be responsible for any claims, loses and expenses arising therefrom.
    20. Subscribers shall not resell, transfer or sub-license the App or related application to any third party, or modify or distribute the App or relating application in connection with the Service for any purposes. Copyright, trademark and any other intellectual property of the App or related application relating to the Service are licensed to HGC Global Communications by the relevant third party vendor and/or partly owned by HGC Global Communications. In case of termination of licence by the third party vendor, HGC Global Communications reserves the rights to terminate the service with the subscriber. Subscriber agrees that he/she shall not claim against HGC Global Communications for any loss caused by such termination of the Service.
    21. HGC Global Communications reserves the right to vary the service charges, offer and terms and conditions without prior notice and shall have the final decision in case of any dispute.
    22. Without prejudice to any right of HGC Global Communications herein contained, HGC Global Communications may at its absolute discretion suspend and/or terminate the Service in whole or in part at any time without notice if:
      1. HGC Global Communications considers it necessary to safeguard the effective provision of the Service or the integrity of its networks; or
      2. in HGC Global Communications reasonable opinion, there is or has been unauthorised, unlawful or fraudulent use of the Service or the Subscriber's use of the Service is causing or may potentially cause damage or interference to its networks or equipment; or
      3. it is necessary to comply with a direction or request of the Office of the Communications Authority or other competent authority; or
      4. subscriber is in breach of any of this HelloWay Terms and Conditions and such other terms and conditions as applicable to the Service, or otherwise fails to comply with any reasonable requirements of HGC Global Communications in relation to the use of the Service; or
      5. HGC Global Communications ceases to make the Service or any part thereof available for any reason.
    23. In no event will HGC Global Communications, its employees, agents or sub-contractors be liable for any loss incurred by or any damage howsoever caused to subscriber or any person arising out of or in connection with the Service (including but not limited to divulging or destruction of messages, incorrect transmission or use of any equipment), whether in contract, tort or otherwise, and whether direct or indirect, consequential or contingent, and whether foreseeable or not, including without limitation any financial loss, loss of business, profit, savings, revenue, data or goodwill, etc.
    24. Subscribers shall be deemed to have acknowledged and agreed to this HelloWay Terms and Conditions when activating the Service.
    25. In addition to this HelloWay Terms and Conditions, residential subscribers shall also be subject to the terms and policies under the sections headed General Terms and Conditions and Privacy Policy under "HGC Customer Terms and Policies"; business customers shall also be subject to HGC Global Communications' General Terms and Conditions and Privacy Policy . In case of inconsistency between this HelloWay Terms and Conditions and any of the "HGC Customer Terms and Policies", this HelloWay Terms and Conditions shall prevail to the extent of inconsistency.
    26. Notwithstanding anything contained in this HelloWay Terms and Conditions, if the Service has been subscribed for by way of online subscription, Clauses 6, 9, 14, 16 and 17 above shall not be applicable but the following provisions shall instead apply:
      1. HGC Global Communications IDD0080 service shall not be applicable nor activated during the continuance of the Service.
      2. Subscriber should provide a valid email address and mobile number for the subscription of the Service so that HGC Global Communications may get in touch with the subscriber in connection with the Service subscribed for.
      3. Upon subscription of the Service, HGC Global Communications will, depending on the subscriber's choice, assign and/or confirm to the subscriber a HelloWay telephone number ("HelloWay Number") which shall not be portable to other operators in any event (notwithstanding that HGC Global Communications shall reserve its right to assign the HelloWay Number to other subscribers after the subscriber ceases using the Service). Subscriber understands and agrees that he/she shall not use, assign, transfer or otherwise deal with the HelloWay Number without HGC Global Communications written consent (save as otherwise permitted). For the avoidance of doubt, subscriber will not acquire any rights in the HelloWay Number assigned and/or confirmed to him/her and HGC Global Communications shall reserve the right to modify, withdraw, change or reallocate the HelloWay Number, subject to any contrary directions by the Office of the Communications Authority and any contrary terms contained in HGC Global Communications telecommunications licence.
      4. There shall not be any termination of the Service by the subscriber before the expiry of the Minimum Subscription Period, and each of the online subscribers shall acknowledges and agrees that once the relevant online subscription for the Service and the relevant payment procedures have been completed, the Service shall not be cancelled or terminated before the expiry of the Minimum Subscription Period and all payments made thereto shall not be refunded in any event. Should the subscriber wishes to continue to subscribe for the Service and to use the HelloWay Number assigned and / or confirmed to him/ her after the expiry of the Minimum Subscription Period, the subscriber shall complete the renewal application for the Service online within one month before the expiry of the Minimum Subscription Period. Otherwise, the Service will automatically be terminated immediately after the expiry of the Minimum Subscription Period.
    27. Additional Terms and Conditions applicable to Local HelloWay Service (the "Local Service") only:
      1. Local Service is only applicable to use within Hong Kong for connection with local Internet service providers providing Hong Kong IP Addresses.
      2. It is not allowed to use the Local Service for connection with Hong Kong IP Addresses outside Hong Kong or for connection with non-local IP Addresses within Hong Kong.
      3. If subscriber tries to bypass or cheat the related system(s) so that he/ she is able to use the Local Service outside Hong Kong, HGC Global Communications reserves the right to charge the difference relating to the relevant service fees according to his/her usage pattern.
      4. All service fees for Local Service are applicable to the use of service as described under Clause 26 (i) only.
    28. These Service Terms and Conditions are available in both English and Chinese, and both language versions shall have the same legal effect.
    29. These Service Terms and Conditions shall be governed by the laws of Hong Kong, and subscriber shall submit to the non-exclusive jurisdiction of Hong Kong courts.
  1. Home Broadband Service – Printed Bill by Post Charge (HK$10 per bill)
  2. PowerCom Broadband Service – Printed Bill by Post Charge (HK$10 per bill), External Removal Charge, Administration Fee.
  3. Residential Telephone Line Service – Printed Bill by Post Charge (HK$10 per bill), Number Porting Fee

For details of the above charges, please visit our website www.hgcbroadband.com or cal​l our Customer Services Hotline 1223 or PowerCom Broadband Service Hotline 2189 9388.​

Privacy Policy

Disclaimer

This Statement is, except where separate and distinctive statements are provided, applicable to the HGC Global Communications group of companies. Accordingly, references to "we", "us", or "our company" etc. mean to the relevant company within the HGC Global Communications group of companies.

  1. Application
    This disclaimer applies to:
    1. the use of any services and information obtained through "hgc.com.hk" ("HGC Site") offered by HGC Global Communications Limited; offered by HGC Global Communications (HGC Services);
    2. all information stored on or receivable through this or any other associated servers (collectively "HGC Servers") (Information); and
    3. any goods or services offered, accessed or obtained through the HGC Global Communications Site , by you (the User).
    This note limits the liability of HGC Global Communications​ Limited and its associated companies, employees, agents, contractors and any third party Information provider (collectively "HGC") in relation to any such use, information, goods and services.
  2. Copyright
    The Information may be protected under intellectual property laws and rights (including without limitation laws protecting copyright). If the User downloads, copies, transmits, publishes, stores or otherwise uses the Information without the consent of the owner of such rights, the User may infringe such laws or rights. It is the User's responsibility to determine whether any such infringement (Copyright Infringement ) will occur.
  3. General Disclaimer
    HGC expressly, to the extent permitted by law, disclaims any responsibility, representation or warranty:
    1. in relation to the quality, operation, use, accuracy, or timeliness of, or the fitness or use for any purpose of the HGC Services or the Information;
    2. in relation to any goods or services accessed, offered or obtained through the HGC Servers or the HGC Services or pursuant to the Information;
    3. that any access to the HGC Servers, the HGC Services or the Information will be uninterrupted or error free or that the Information does not contain any viruses, or contaminating or destructive properties;
    4. that the Information will not be objectionable or offensive to the User or any other person; and
    5. for any error, omission or misstatement in or arising from the Information. HGC does not endorse or recommend any person, organization, name, product or service referred to in the Information, nor does the Information constitute HGC's views or opinions. HGC will not be a party to any transaction between the User and any third person in any way relating to the Information or made through the HGC Servers or the HGC Services unless and only to the extent expressly stated in writing otherwise.
  4. Limitation of Liability
    To the extent permitted by law, HGC shall not be liable to the User or any other person whether in tort, contract, statute or otherwise (including without limitation for negligence, breach of contract, defamation, or intellectual property right infringement) for:
    1. any direct loss;
    2. any consequential or indirect loss (including without limitation loss of revenue or profits); or
    3. the User's liability to any other person, which is suffered or incurred by the User or any other person arising under or in any way out of the Information or the HGC Services.
  5. Confidentiality
    HGC does not warrant (and accepts no responsibility for) confidentiality of any information or data whether personal or otherwise transmitted through the HGC Site and/or HGC Services. HGC's current practice is to take reasonable steps to maintain confidentiality. (Refer also to HGC's Privacy Policy and Personal Data Collection Statements current from time to time).
  6. User's Obligations
    In consideration of HGC allowing the User access to the Information, HGC Site, HGC Servers and/or HGC Services, the User agrees:
    1. not to carry out or allow any Copyright Infringement;
    2. not to use the Information or the User's access to the HGC Site, HGC Servers and/or HGC Services for any illegal, improper, obscene or defamatory purpose;
    3. to take all steps to ensure the Information does not damage the User's information or systems;
    4. to HGC conducting research on access to the Information;
    5. to all HGC's disclaimers and limitations of liability set out in this disclaimer, and to HGC's personal data policies current from time to time applying.
  7. Law and Severability
    Hong Kong law governs this disclaimer, and each part of this disclaimer shall apply to the extent permitted thereby. Any part of this disclaimer which is prohibited or unenforceable in any jurisdiction is ineffective as to that jurisdiction only to the extent of the prohibition or unenforceability. That does not invalidate the remaining parts of this disclaimer nor affect the validity or enforceability of that part in any other jurisdiction. Where this disclaimer is available in Chinese, the English version is the governing version and shall prevail whenever there is a discrepancy between the two versions.

Person-To-Person Marketing Calls - Operation Guideline

HGC Global Communications Limited highly values our customers and their satisfaction. As person-to-person marketing calls are becoming more and more common in Hong Kong, HGC will refer to the following operation guidelines in providing marketing call programs to customers. HGC aims at keeping up our service level through these guidelines.

Hours of Calling

  • HGC will make person-to-person marketing calls between Hong Kong time 09:00am and 10:00pm, unless customer has advised that a call at another time would be more convenient and acceptable.

Identity and Purpose

  • Telephone number of the calling line will be displayed in our person-to-person marketing calls;
  • HGC's telesales representatives will state our company name and purpose of the call when making person-to-person marketing calls to customers;
  • HGC Broadband Customer Services Hotline 1223 is provided for customers to enquire or comment on the person-to-person marketing calls.


Unsubscribe Request

  • Customers may make unsubscribe request to telesales representatives or HGC Broadband Sales Hotline 1226 . HGC will keep Unsubscribe Request List and arrange to stop providing person-to-person marketing calls within 10 working days after the request is received.


Provide Customer Complaint Records

  • HGC will keep records of customers’ complaints and provide information of complaints upon request from the relevant telecom authority or public body.


Use of Automated Dialing Equipment

  • When deploying automated dialing equipment, HGC will allow 15 seconds or four rings before disconnecting an unanswered call;
  • HGC will make endeavour to connect customers to HGC's telesales representative within 2 seconds after the call has been answered;
  • HGC will provide statistics of deploying the equipment upon request from the relevant telecom authority or public body.


Customers Travelling Overseas when the Call is Made

  • If HGC become aware customer is travelling overseas when call is made, we will disconnect the call immediately (if the call has not yet been answered);
  • If the call has been answered, HGC will politely state our company name, purpose of the call, and then terminate the conversation as soon as practicable.


HGC will follow the above operation guidelines to provide quality service for our valuable customers. For any further enquiry, please call HGC Broadband Customer Services Hotline 1223 or visit our website at www.hgc.com.hk.


Last Update Date: 28 July 2015​​

Customer Feedback Channels

Customer Feedback Channels

1.Customer Service Hotline
HGC establish 24hours customer service hotline 1223 so that customer can dial for enquiries and provide opinion about our products and service.

2.Feedback by Letter

  • Customers can feedback by letter and mail to "HGC Global Communications Limited” , address: "P.O. BOX 33, Tsuen Wan Post Office, New Territories, Hong Kong".
  • Fax enquiry – Customer can fax written feedback to 3694 3508.

3.Enquiry through Email
We have a public email for customer feedback and the email address is suggestion@hgc.com.hk.

4.Web Enquiry Form
Customer can click here​ to submit feedback through web enquiry form.

CUSTOMER COMPLAINT SETTLEMENT SCHEME ("CCSS")
Our company has participated in the "Customer Complaint Settlement Scheme" (hereinafter referred to as "CCSS").
The CCSS is a mediation scheme set up by the telecommunications industry to help resolve billing disputes in deadlock between customers and their telecommunications service providers.
The mediation service is provided by the independent CCSS Centre set up under the Communications Association of Hong Kong, an industry association representing the communications sector in Hong Kong.
For further information on the CCSS, please call 21809521 or visit the CCSS website at ccss.cahk.hk.

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