Last updated: 20 September 2026
This User Agreement sets out the terms that apply when you purchase or use services provided by HANA Communications Limited (“HANA Communications”, “we”, “us”, or “our”).
By ordering, purchasing or using our services, you agree to this User Agreement together with any service-specific terms that apply to the service you select.
1. Our Services
HANA Communications provides internet-related and communication services including domain name registration, transfer and renewal, and other hosting, broadband and related services where available.
Some services are provided or fulfilled using third-party registries, suppliers, network operators or technology providers.
Availability, processing time and technical requirements may therefore depend on those third parties.
2. Customer Accounts
Customers are responsible for providing accurate and current information when creating or using a HANA Communications account.
You are responsible for maintaining the confidentiality of your account login details and password.
If you believe your account has been accessed or used without authorisation, please contact us as soon as possible at:
You are responsible for activity carried out through your account unless otherwise required by applicable law.
3. Service Delivery and Fulfilment
Domain registrations, transfers, renewals and other electronically delivered services are submitted for processing after successful payment or other agreed payment arrangements.
Processing and completion times may depend on the relevant registry, supplier or third-party service provider.
A domain name order is not complete until the relevant registry or provider has successfully processed and confirmed the request.
Where a service requires additional setup, provisioning or information from the customer, processing may not begin until the required information has been provided.
4. Prices, GST and Additional Charges
All payments are in New Zealand Dollars (NZD) unless otherwise stated.
Prices displayed on the website may be shown excluding GST. The applicable GST amount and total amount payable are displayed before payment is completed.
Any applicable registry fee, setup charge, installation charge, service-specific fee or other additional charge will be disclosed before the customer completes the order.
5. Payments
Payment may be made using the payment methods offered during checkout.
Online credit card payments are processed securely through Windcave.
HANA Communications does not store full credit card numbers or CSC/CVC/CVV security codes.
More information about how payment and personal information is handled is available in our Privacy Policy.
6. Cancellations
If you wish to cancel an order, please contact HANA Communications as soon as possible.
Where an order has not yet been submitted to a registry, supplier or other service provider, we will consider whether the order can be cancelled.
Once a domain registration, transfer, renewal or another third-party service request has been submitted for processing, cancellation may no longer be possible.
7. Refunds
Domain registration, transfer and renewal fees are generally non-refundable once the request has been submitted to or completed by the relevant registry or supplier.
This is because domain registration services involve third-party registry charges that may not be recoverable once processed.
For other services, refund eligibility will depend on the nature of the service, the applicable service terms and the stage at which the service has been provided.
Nothing in this User Agreement is intended to exclude or limit any rights or remedies that cannot lawfully be excluded under applicable New Zealand law.
8. Domain Name Services
Customers using HANA Communications domain name services are also subject to the applicable rules, policies and registrant agreements of the relevant domain registry or service provider.
You are responsible for ensuring that:
- registration information is accurate;
- registrant contact information remains current;
- domain renewal instructions are acted on before expiry; and
- your use of a domain name does not infringe the rights of another person or organisation.
Registration or renewal of a domain name does not guarantee any particular intellectual property or trade mark rights in that name.
9. Domain Renewals and Expiry
We may send renewal notices as a courtesy, but customers remain responsible for ensuring that domain names they wish to retain are renewed before expiry.
Failure to renew a domain name by the applicable deadline may result in suspension, expiry, redemption charges or loss of the domain name, depending on the rules of the relevant registry.
10. Third-Party Services
Some HANA Communications services rely on third-party suppliers, registries, telecommunications providers, hosting providers, payment processors or other service providers.
Their terms, technical requirements, availability and processing times may affect the services we provide.
Where applicable, use of a third-party service may also be subject to that provider’s terms and policies.
11. Acceptable and Lawful Use
Customers must not use HANA Communications services for unlawful activity or in a way that interferes with the operation, security or integrity of our systems or the systems of others.
We may suspend or restrict a service where reasonably necessary to address security risks, unlawful activity, non-payment or a material breach of applicable service terms.
12. Service Changes and Availability
We may modify, replace or discontinue features or services where reasonably necessary for operational, technical, security or commercial reasons.
Where a material change affects an existing paid service, we will take reasonable steps to provide appropriate notice where practicable.
13. Privacy
Personal information is handled in accordance with our Privacy Policy and the New Zealand Privacy Act 2020.
Please refer to:
https://hanacom.nz/privacy-policy/
14. Intellectual Property
The content of the HANA Communications website, including text, graphics, branding and software, is protected by applicable intellectual property laws unless otherwise stated.
You may not reproduce, distribute or commercially use website content without permission, except where permitted by law.
15. Changes to this User Agreement
We may update this User Agreement from time to time to reflect changes in our services, suppliers, technology or legal obligations.
The current version will be published on our website together with the date of the latest update.
16. Contact
For questions regarding an order, service, cancellation, refund or this User Agreement, please contact:
HANA Communications Limited
Email: support@hanacom.co.nz