Terms & Conditions

Agreement and Acceptance

These Terms & Conditions (“Agreement”) govern the products and services supplied by Rafatech System Sdn. Bhd. (“RAFATECH SYSTEM”, “Myduniahosting”, “we”, “us”, or “our”) to the person or organization purchasing or using them (“Customer”, “you”, or “your”). By ordering or using a service, you agree to this Agreement and applicable service-specific policies.

We may update these Terms & Conditions by publishing a revised version. For existing customers, material revisions generally take effect 30 days after publication unless a different effective date is required by law or specified in the notice. Continued use after the effective date constitutes acceptance to the extent permitted by law.

We may refuse, suspend, or terminate services where permitted by law, including for breach of this Agreement. Where we terminate prepaid services without Customer breach, any applicable unused prepaid fees will be refunded in accordance with the service terms and law.

1. Website Migration or Transfer

Migration assistance covers website, email, and related hosting data and is provided on a best-efforts basis. RAFATECH SYSTEM cannot guarantee successful, complete, or accurate migration or a particular completion time. Proprietary formats used by other hosting providers may prevent migration.

Complimentary migration assistance is available within 45 days of signup for eligible cPanel accounts containing no more than 5,000 MB (5 GB) of data. Requests outside this period or above this size are subject to a one-time RM200 professional service charge. Contact Sales for a quotation.

• The Customer must submit a signed migration agreement or a support ticket authorizing the migration.
• The Customer must provide the required access information for the previous domain and hosting control panels through a secure channel.
• Migration assistance is limited to accounts hosted on cPanel servers.
• DNS changes may result in a propagation period of approximately 24–48 hours, during which availability cannot be guaranteed.

2. Scripts, Programs and Account Security

The Customer is responsible for maintaining the security of scripts, applications, and files installed under their account, including appropriate access controls and permissions. As a general guideline, directories may use permission 755 and files 644, where appropriate.

The Customer is responsible for all activity under their account, including unauthorized activity arising from compromised credentials. Strong passwords are mandatory. Accounts using weak passwords may be temporarily suspended until the credentials are secured.

3. Resource Usage

Hosting resources are allocated according to the subscribed plan. Reaching a resource limit may cause a resource-limit error without affecting other accounts on the same server.

The following activities are prohibited on shared hosting where they interfere with service stability: unattended server processes, torrent applications, trackers, peer-to-peer or file-sharing services, IRC modules, video streaming, gaming servers, web crawlers or indexers, daemons, and resource-intensive cron jobs.

4. CPU and Memory Limits

Shared Linux hosting uses CloudLinux Lightweight Virtual Environment (LVE) technology to allocate resources fairly and prevent one account from adversely affecting others.

• CPU: Each account is limited to 25% of the server CPU resources available to LVE. Reaching the limit may slow the website.
• Memory: Each account is limited to 1 GB virtual memory and 1 GB physical memory. Reaching the limit may produce an HTTP 500 error.

5. Entry Processes

Shared hosting permits up to 50 concurrent entry processes. Excessive usage may result in an HTTP 508 resource-limit error. Contact Support if limits are regularly reached; troubleshooting or an upgrade may be recommended.

6. Hosting Storage

Shared hosting storage is intended for website content and must not be used primarily as a backup or general-purpose storage service.

Shared hosting plans may offer unlimited email accounts, but total email storage is limited to 10 GB per account. Accounts exceeding this limit may be suspended. Customers are encouraged to archive mail locally using an email client.

7. Unlimited Services and Fair Usage

“Unlimited” services are subject to fair usage and do not authorize consumption that degrades service for other customers. Shared hosting is designed primarily for typical personal and small-business websites rather than sustained enterprise-scale workloads. RAFATECH SYSTEM may apply safeguards, request usage reductions, move accounts, or terminate services where necessary.

• Accounts exceeding 200,000 inodes may adversely affect server performance.
• More than 1,000 MySQL/PostgreSQL tables, more than 3 GB of total database storage, or more than 2 GB in a single database may require corrective action.
• Shared hosting is limited to 200 outgoing emails per hour per account.
• Unlimited domain hosting does not remove CPU, memory, bandwidth, or process limits.

8. Technical Support

Support is available to customers with active, fully paid accounts and is limited to issues directly related to RAFATECH SYSTEM hosting infrastructure and services. Assistance is provided on a best-efforts basis.

Scope and Exclusions

• Support covers hosting-related website and email troubleshooting.
• Support does not ordinarily cover malware caused by insecure websites, outdated plugins or themes, third-party applications or email/FTP clients, website content changes, maintenance, design, or other work outside hosting operations.
• Support may be withheld while relevant invoices remain unpaid.

Support Channels

Customers must first register a support case. Remote assistance may be offered where appropriate. On-site assistance, if agreed, is billed hourly with a minimum of two hours.

• Support: +603 9055 4222 / support@myduniahosting.com
• Sales: +603 9055 4111 / sales@myduniahosting.com

9. Inodes

Accounts reaching 50,000 inodes may receive a usage notification. Accounts exceeding 200,000 inodes may be excluded from automated backups. Shared hosting accounts reaching 250,000 inodes may be automatically suspended.

10. Bandwidth Usage

Monthly bandwidth allowances vary by plan. Accounts exceeding their allowance may be suspended until the next allocation period, a plan upgrade, or payment of applicable overage fees. Unused bandwidth does not roll over to the following month.

11. Permitted Content and Lawful Use

Services may only be used for lawful purposes and are subject to Malaysian law. The Customer is responsible for content and activity under their account and agrees to indemnify RAFATECH SYSTEM against claims arising from unlawful use, to the extent permitted by law.

12. Pricing and Package Changes

Hosting fees generally remain at the original subscribed rate, except where a promotional rate, introductory offer, or other agreed pricing term applies. RAFATECH SYSTEM may change publicly advertised prices, package features, or resource allocations. Requested upgrades may incur additional fees.

13. Additional Support Services

Customer support is available around the clock for eligible hosting issues. Work outside the subscribed services may be charged at a minimum of RM100 per hour. RAFATECH SYSTEM may decline out-of-scope work and may discontinue complimentary assistance. Any such assistance is provided on a best-efforts basis and does not create an ongoing obligation to provide free services.

14. Customer Data and Confidentiality

RAFATECH SYSTEM does not sell Customer contact information, data, or customer lists. Information may be disclosed where required by law, authorized by the Customer, or necessary to deliver services in accordance with Section 25 and applicable privacy requirements.

15. Payments, Late Fees and Suspension

Invoices are payable by their stated due dates. Reminder emails are provided as a courtesy and do not relieve the Customer of the responsibility to pay on time.

• Accounts remaining unpaid for 15 calendar days after the due date may be suspended and may incur an RM100 reconnection fee.
• Accounts suspended for more than 15 calendar days may incur an RM250 server reconfiguration fee.
• Accounts suspended for 30 days or more may be deleted.
• Overdue balances may incur interest of 3% per month, where legally enforceable.
• Billing or payment discrepancies must be reported within 30 days of payment.

16. Ordering New Services

Domain registration: Customers must use the Myduniahosting domain ordering and registration system. Customers registering .MY domains through MYNIC while selecting RAFATECH SYSTEM as reseller must provide full registration details. Invoices and accounts are processed after successful payment. RAFATECH SYSTEM is not responsible for delays arising from failure to provide the required details.

Promotions: Where a promotional coupon applies, a one-day payment grace period may be provided after invoice expiry. Unpaid promotional invoices may be cancelled.

17. Service Delivery

Delivery times are estimates and are not guaranteed. RAFATECH SYSTEM may decline or cancel orders it cannot fulfil and may offer a service with equivalent or higher specifications. Customers will be informed of relevant decisions.

The Customer must inspect delivered services and report discrepancies within seven days. RAFATECH SYSTEM will use reasonable efforts to remedy reported delivery issues; reports made after seven days may incur service charges.

18. Domain Name Services and Liability

The Customer acknowledges that domain registration and management depend on external registries, registrars, networks, and systems. To the extent permitted by applicable law, RAFATECH SYSTEM’s liability for a disputed service is limited to the fees paid for that service.

• Delays or interruptions in access to registration systems.
• Non-delivery or misdelivery of information.
• Events beyond reasonable control.
• Loss or failure of domain registration or renewal.
• Unauthorized account access.
• Errors or omissions in registration details or their processing.
• Failure to receive, store, or act on messages.
• Website interruptions and application-processing errors.
• Domain dispute resolution procedures.
• Acts or omissions of the Customer or their agents.

Registrant Rights

Refer to ICANN’s registrant rights and responsibilities information where applicable.

19. Domain Registration and Transfer Policy

Non-refundable registration: Domain registration fees are non-refundable, including domains supplied as part of a promotional or bundled hosting package. If a qualifying hosting refund is approved, the domain’s standard retail price will be deducted from the refundable amount.

Domain transfers: Transfers are subject to applicable registry and registrar policies, including any relevant 60-day transfer restrictions. Eligible customers may request a transfer once the applicable restriction expires; the receiving registrar may charge a transfer fee.

20. IP Blacklisting and Spam

Where an IP address is listed by a recognized anti-spam service, affected email services may be suspended while the issue is investigated. An upstream-provider delisting fee of RM400 may apply per incident. A replacement IP may be provided when appropriate after abuse has ceased and applicable charges are paid.

• Shared hosting: Accounts responsible for repeated or substantial spam activity may be suspended or terminated.
• Managed VPS, dedicated servers and colocation: Customers should report incidents to Support. A RM400 delisting fee may apply for substantial or repeated incidents.
• Unmanaged VPS, dedicated servers and colocation: Customers are responsible for remediation and may receive guidance from Support.
• SMTP restrictions: SMTP is available only on primary and secondary IP addresses for applicable VPS, dedicated and colocation services; SMTP on additional IP addresses is blocked.

21. Money-Back Guarantee and Refunds

Eligible services may qualify for a 30-day money-back guarantee from the applicable service commencement date. Approved refunds may be credited to the hosting account promptly or returned through the original payment method within the applicable processing period. Eligibility and exclusions are set out below.

Shared and Email Hosting

• Available to first-time purchasers within 30 days of receiving login credentials.
• Refunds are limited to qualifying technical issues within RAFATECH SYSTEM’s control.
• Domain registration fees are non-refundable and the standard domain price is deducted from bundled-hosting refunds.
• Refunds are subject to review and applicable consumer law.

Cloud Servers and VPS

• Available to first-time purchasers within 30 days of receiving login credentials for qualifying technical issues within RAFATECH SYSTEM’s control.
• Setup, operating system installation, and software fees are excluded.
• A RM100 restocking fee may apply to accounts without a setup fee.
• A RM100 reconnection fee may apply to accounts suspended for more than seven days for non-payment.

Dedicated Servers and Colocation

• Available to first-time purchasers within 30 days of receiving login credentials for qualifying technical issues within RAFATECH SYSTEM’s control.
• Setup, operating system installation, and software fees are excluded.
• A RM250 restocking fee may apply to accounts without a setup fee.
• A RM100 reconnection fee may apply to qualifying overdue accounts.

SSL Certificates and MySQL Database Hosting

These products are excluded from the 30-day money-back guarantee and are non-refundable once activated, subject to applicable law. Customers must select the appropriate SSL validation type (DV, OV, or EV) before ordering.

22. Service Cancellation Policy

Cancellation requests generally require at least 30 days’ advance notice. Applicable fees may be calculated using the monthly rate for the service period used plus the notice period.

New shared hosting subscriptions qualify for the 30-day guarantee only as described in Section 21; early cancellation after that period does not ordinarily qualify for a refund. Renewed shared hosting subscriptions are non-refundable.

Domain names, SSL certificates, colocation, private email and other resale products are excluded from the 30-day hosting guarantee. For annual contracts cancelled early, promotional discounts may be reversed and monthly-plan rates, setup fees, and other applicable charges may be used to calculate any refund.

Downtime credit requests must be submitted to Billing within seven days of the incident with supporting details, such as ticket numbers. Cancellation and refund requests must be submitted in writing or through an authenticated support ticket. Do not include account passwords in support requests.

RAFATECH SYSTEM may decline refunds for abusive or fraudulent use of the guarantee, subject to applicable law.

23. Acceptable Use and Related Policies

The Customer agrees to comply with the Acceptable Use Policy and applicable privacy requirements. RAFATECH SYSTEM may update those policies by publishing revised versions on its website. Violations may result in applicable penalties, restrictions, suspension, or termination, subject to law and the terms of the relevant service.

Where policies conflict, the applicable law and any expressly agreed service-specific terms will take precedence; otherwise, these Terms & Conditions govern to the extent legally permissible.

24. Customers and Third Parties

Customers reselling or providing RAFATECH SYSTEM services to their own clients remain responsible for their arrangements, charges, supervision, and support of those third parties. RAFATECH SYSTEM generally accepts service requests from its direct Customer rather than the Customer’s downstream clients.

The Customer is responsible for obtaining appropriate permissions and providing required notices when submitting third-party data for processing. RAFATECH SYSTEM’s responsibility for such data is governed by applicable law and the relevant service agreements.

25. Domain Registration Data Collection and Privacy Policy

25.1 Collection of Registrant Information

Myduniahosting (Rafatech System Sdn. Bhd.) collects and processes information necessary for domain registration, renewal, transfer, and management. The information may vary by domain extension and registry.

• Personal details: Full name, organization name, email address, telephone number, and postal address.
• Identification details: National identification, passport, or business registration information where required.
• Domain details: Domain name, registration records, nameservers, and administrative or technical contacts.
• Account and billing details: Account information, billing details, payment records, and relevant security logs.

25.2 Purpose of Data Collection

Information is used to process registrations, renewals, and transfers; verify identity; maintain accurate records; send service notifications; process payments; prevent fraud; and meet applicable ICANN, MYNIC, registry, and legal requirements.

25.3 Disclosure of Registrant Information

Necessary registrant information may be shared with accredited registrars, domain registries, ICANN, MYNIC, authorized service providers, and regulatory authorities where required or permitted by applicable laws, registry policies, or contractual obligations.

Certain domain registration information may be publicly accessible through WHOIS, RDAP, or similar registration data services. Publicly available information may include domain names, registration and expiration dates, registrar details, nameservers, and domain status. Personal contact information may be redacted or restricted in accordance with applicable privacy laws and registry policies.

Domain Privacy and Proxy Services: Where available and enabled, domain privacy or proxy services may replace certain registrant contact details with privacy or proxy service information in publicly accessible WHOIS/RDAP records. Myduniahosting and its authorized registrar or service providers may continue to collect, process, and retain underlying registrant information for domain registration, verification, and compliance purposes. Such information may be disclosed where required or permitted by applicable laws, ICANN policies, registry requirements, or lawful requests. Availability and coverage of these services may vary depending on the domain extension.

25.4 Data Protection and Retention

Myduniahosting implements reasonable technical and organizational security measures to protect personal and registrant information against unauthorized access, disclosure, loss, or misuse.

Personal information is retained for as long as necessary to provide domain registration services, fulfill contractual obligations, resolve disputes, and comply with applicable legal or registry requirements. Data processing is subject to Malaysia’s Personal Data Protection Act 2010 (PDPA), as amended, and other applicable laws.

25.5 Registrant Responsibilities and Rights

Registrants are responsible for providing and maintaining accurate, complete, and up-to-date domain registration information. Failure to maintain accurate records may result in domain suspension or cancellation in accordance with applicable registry policies.

Subject to applicable laws, registrants may request access to or correction of their personal information and exercise other applicable data protection rights by contacting Myduniahosting through its official customer support channels.

26. Warranty Disclaimer

Services are provided on an “as is” and “as available” basis. To the extent permitted by law, RAFATECH SYSTEM disclaims implied warranties, including merchantability, fitness for a particular purpose, title, and non-infringement. RAFATECH SYSTEM does not guarantee uninterrupted, error-free, or malware-free service. Nothing in this section excludes rights that cannot lawfully be excluded.

27. Indemnification

To the extent permitted by law, the Customer agrees to defend, indemnify, and hold harmless RAFATECH SYSTEM and its officers, employees, and agents against third-party claims, liabilities, losses, and reasonable legal costs arising from the Customer’s unlawful activities, infringement of third-party rights, or products and content supplied through the services.

• Personal injury or property damage arising from the Customer’s products or activities.
• Alleged infringement of intellectual property rights by Customer-supplied materials.
• Copyright infringement caused by Customer content or conduct.
• Defective products distributed by the Customer through hosted services.

28. Limitation of Liability and Disclaimer

To the fullest extent permitted by applicable law, RAFATECH SYSTEM is not liable for indirect, incidental, consequential, exemplary, punitive, or multiple damages. Subject to rights and liabilities that cannot be excluded, aggregate liability relating to the services will not exceed the fees billed to the Customer during the 12 months preceding the claim.

Risks associated with hosting and internet services include third-party access, security breaches, interception of traffic, denial-of-service attacks, data loss, errors, interruptions, and delays. These limitations apply only to the extent legally enforceable and do not exclude liability that cannot be excluded by law.