Terms of Service

العربية

Last updated: 15 August 2026

1. Introduction and Acceptance

These Terms of Service ("Terms") govern the relationship between Astra Telecom ("Astra", "we", "us" or "our"), a telecommunications and IT services company based in Hebron, West Bank, Palestine, and any person or entity that subscribes to or uses our services ("you", "the Customer"). They apply to our Internet connectivity, web and domain hosting, Cloud and VPS, VoIP and telecom, Bulk SMS and technical support services, and to the astra.ps website.

By subscribing to a service, signing a service order, or using any Astra service, you accept these Terms together with our Privacy Policy. Where you have signed a separate written agreement or service order with Astra, that document governs if it conflicts with these Terms.

2. Eligibility and Account Registration

Services are available to individuals aged 18 or over and to properly registered businesses and institutions. You agree to provide accurate and complete registration details, including valid identification or commercial registration, and to keep those details up to date. You are responsible for all activity that takes place under your account and for keeping your credentials confidential. Notify us immediately at info@astra.ps if you suspect unauthorised use of your account.

3. Our Services

Astra provides, subject to availability and to the specific plan you subscribe to:

• Internet Services — high-speed wireless and fiber connectivity for homes and businesses;
• Hosting — cPanel-based web, email and domain hosting;
• Cloud and VPS — scalable virtual servers and cloud resources;
• VoIP and Telecom — voice services and telecom solutions;
• Bulk SMS — high-volume messaging with API integration;
• Tech Support — technical support and system management services.

The speeds, capacities, resources and features described in marketing material and on our website are the maximum available under normal conditions and are not a guarantee of continuous performance. Actual performance depends on your equipment, location, coverage, upstream capacity and factors outside our control.

4. Installation and Equipment

Where installation is required, you agree to provide safe access to the premises and a suitable power supply and mounting point. Equipment supplied by Astra — including radios, antennas, routers, ONTs and media converters — remains the property of Astra unless it has been expressly sold to you. You agree to keep such equipment safe, not to modify, relocate or open it, and to return it in working condition when the service ends. Loss of or damage to Astra equipment beyond normal wear may be charged to your account.

5. Fees, Billing and Payment

Service fees, subscription periods and any installation charges are set out in your service order or in our published price list. Invoices are payable by the due date shown. If payment is not received, we may suspend the service after notice, and a reconnection charge may apply on restoration. Continued non-payment may result in termination of the service and recovery of any Astra equipment. Prices may change; we will give reasonable advance notice of any increase affecting your subscription. All fees are exclusive of any applicable taxes or government levies.

6. Term, Renewal and Cancellation

Unless your service order states otherwise, subscriptions run for the stated period and renew automatically for equivalent periods. Either party may cancel by giving notice before the end of the current period. Cancellation does not entitle you to a refund of fees already paid for the current period, and any minimum-term or installation commitment set out in your service order remains payable.

7. Acceptable Use

You agree not to use any Astra service to:

• Carry out any activity that is unlawful under Palestinian law, or that infringes the rights of others;
• Send unsolicited bulk email or messages. Bulk SMS may only be sent to recipients who have consented to receive them, must clearly identify the sender, and must honour opt-out requests;
• Attack, scan, probe or gain unauthorised access to any network, system or account, or to launch denial-of-service or amplification attacks;
• Spoof IP addresses, caller ID or sender identities, or route traffic through grey or unauthorised termination routes;
• Distribute malware, phishing pages, web shells or other malicious content;
• Infringe copyright or distribute pirated material;
• Operate open DNS resolvers, open mail relays, open proxies or any service that can be abused to amplify traffic against third parties;
• Run cryptocurrency mining or comparable sustained resource-intensive workloads on shared hosting;
• Resell, redistribute or share the service with parties outside your premises or organisation without our prior written consent.

We investigate reports of abuse. Where a breach is serious, ongoing, or is actively harming our network or third parties, we may suspend the service immediately and without prior notice, and will inform you as soon as reasonably possible.

8. Fair Use and Network Management

Our network is shared. To keep it usable for everybody, we may apply reasonable traffic management, prioritisation or fair-use limits, particularly at times of congestion, and may act to contain traffic that threatens network stability or security. We aim to apply such measures proportionately and without discriminating between comparable customers.

9. Availability, Maintenance and Support

We work to keep our services continuously available, but we do not warrant uninterrupted or error-free operation. Services may be interrupted by scheduled maintenance, upstream provider failures, power outages, weather, equipment faults or circumstances beyond our control. We will give advance notice of planned maintenance where practicable and will work to restore unplanned outages promptly. Support is available through the contact channels published on our website; response targets, where offered, are set out in your service order.

10. Hosting Services

You are solely responsible for the content, code, applications and email you place on our hosting platform, and for keeping any applications you install patched and secure. Hosting accounts are subject to the resource limits of the plan purchased. Where backups are provided, they are a convenience and not a substitute for your own copies — you remain responsible for maintaining independent backups of your data. We may remove or suspend content that is unlawful, that breaches Section 7, or that is compromised and being used to attack others. Domain registrations are additionally subject to the rules of the relevant registry.

11. Cloud and VPS Services

Where you have administrative or root access to a virtual server, you are responsible for its operating system, software, configuration, patching, firewalling and security. You are responsible for any traffic or activity originating from your instance, including where it results from a compromise. We may suspend an instance that is attacking third parties, consuming resources in a way that degrades the platform, or is otherwise in breach of Section 7. Resource allocations are as stated in your plan.

12. VoIP and Telecom Services

VoIP services depend on a working Internet connection and mains power at your premises and will not function during an outage of either. You should not rely on VoIP as your sole means of contacting emergency services. Numbers assigned to you are allocated under the applicable national numbering rules and are not your property; portability, where available, follows the procedures set by the regulator. Call quality across third-party networks and international routes cannot be guaranteed.

13. Suspension and Termination

We may suspend or terminate a service where you breach these Terms, where invoices remain unpaid after notice, where required by a lawful order or by the regulator, or where continued provision would threaten the security or integrity of our network. Except in urgent cases, we will give notice and, where appropriate, an opportunity to remedy the breach. On termination, your right to use the service ends, outstanding charges become due, Astra equipment must be returned, and hosted data may be deleted after the grace period we notify to you.

14. Intellectual Property

The Astra name, logo, website, documentation and platform remain the property of Astra Telecom or its licensors. Nothing in these Terms transfers any intellectual property right to you beyond the limited right to use the services during your subscription. Content you host or transmit remains yours; you grant us only the technical rights needed to store, route and deliver it.

15. Privacy

Our handling of your personal information is described in our Privacy Policy, which forms part of these Terms.

16. Disclaimers

Except as expressly stated in these Terms or required by law, services are provided on an "as available" basis without warranties of any kind, whether express or implied, including any implied warranty of merchantability or fitness for a particular purpose. We are not responsible for content transmitted over the network by you or by third parties, nor for third-party services you reach through our connectivity.

17. Limitation of Liability

To the maximum extent permitted by Palestinian law, Astra is not liable for indirect, incidental or consequential loss, including loss of profit, business, data or goodwill, arising from the use of or inability to use the services. Our total liability to you in respect of any claim is limited to the amount you paid to Astra for the affected service during the three months preceding the event giving rise to the claim. Nothing in these Terms excludes liability that cannot lawfully be excluded.

18. Indemnity

You agree to indemnify Astra against claims, damages and reasonable costs brought by a third party and arising from your use of the services in breach of these Terms or of applicable law, including claims relating to content you host, transmit or send.

19. Force Majeure

Neither party is liable for failure to perform caused by events beyond its reasonable control, including natural disasters, war, civil unrest, closures, strikes, fiber cuts, prolonged power failure, government action or the failure of upstream providers.

20. Changes to These Terms

We may amend these Terms as our services or the applicable law change. The current version is always published on this page with its "Last updated" date. Where a change materially affects your rights or obligations, we will make reasonable efforts to notify you. Continued use of the service after a change takes effect constitutes acceptance of the amended Terms.

21. Governing Law

These Terms are governed by the laws applicable in Palestine. We will try in good faith to resolve any dispute directly. Where that is not possible, the competent courts of Hebron have jurisdiction.

22. Contact Us

For questions about these Terms, or to report abuse of an Astra service:

• Address: Palestine, West Bank, Hebron
• Phone: 00972 562 900 009
• Email: info@astra.ps