1. General
1.1 “You” and “Your” refer to the applicant, customer, individual, corporation, or any legal entity that subscribes to Netwire Fiber services.
1.2 “We,” “Netwire Fiber,” and “Netwire” refer to Netwire Fiber Inc., its subsidiaries, affiliates, or representatives.
1.3 “Equipment” refers to any devices, hardware, or accessories, such as modems, routers, or other items provided, rented, or purchased from Netwire Fiber.
1.4 “Services” include the internet, TV, voice-over-IP (VoIP), or any other services Netwire Fiber provides under this agreement.
2. Services
2.1 Service Limitations, Performance, and Availability
Netwire Fiber offers services on a best-effort basis:
• No Guarantee of Availability: We do not guarantee that services can be installed at your location or that installation will occur as scheduled. Availability depends on infrastructure, facilities, and service partners.
• Performance Variations: Service quality may vary based on factors beyond our control, including network interference, distance, usage, environmental factors, and maintenance. Wireless (Wi-Fi) speeds are not guaranteed.
• Compatibility: Customers are responsible for ensuring their own equipment is compatible with Netwire Fiber services.
• Interruptions: Services may be interrupted due to maintenance, power outages, construction, network attacks, or force majeure.
2.2 Service Changes
• Requests for Changes: Service upgrades, downgrades, or relocations are subject to availability, associated fees, and approval.
• Fees: Changes like switching between service types (e.g., from fiber to cable) may incur a processing fee.
• Price Adjustments: Monthly fees may change for non-contract plans with a 30-day notice via email, invoice, or our website. For contract plans, fees are fixed for the contract duration.
3. Voice Over Internet Protocol (VoIP)
3.1 911 Service and Limitations
• Basic 911 Service: Provided through third parties and may not function under certain conditions such as power outages, internet disruptions, or equipment failure.
• Liability: Netwire Fiber disclaims responsibility for failures in emergency services beyond our control. Customers must inform all users of these limitations.
4. Equipment
• Ownership: Equipment provided by Netwire Fiber remains our property unless purchased outright. Customers must handle equipment with care and return it upon service termination.
• Loss or Damage: Customers will be charged for lost, stolen, or damaged equipment. Replacement fees for accessories (e.g., power adapters, cables) also apply.
• Customer-Provided Equipment: Customers using their own devices (BYOD) are responsible for ensuring compatibility with Netwire Fiber services.
5. Charges, Payment, and Billing
• Prepaid Services: Services are prepaid, with invoices issued 25 days before the billing cycle.
• Payment Methods: Customers can pay via automatic credit/debit card payments, online banking, or manual payments.
• Late Payments: A $10 late fee applies for unpaid balances. Service suspension occurs for accounts 15 days overdue. Reactivation fees may apply.
• Disputed Charges: Must be reported within 90 days of the invoice date.
6. Promotions
• Eligibility and Duration: Promotional offers are limited-time and may end at Netwire Fiber’s discretion.
• Referral Programs: Referral bonuses must be applied to service charges and cannot be cashed out or transferred.
7. Cancellations, Moves, and Service Halt
Cancellation Requests
• All cancellation requests must be submitted through the online form available on the designated location page.
• Requests must be submitted at least 15 days before the next billing cycle.
• Cancellations are subject to the following terms:
• Contract Services: If canceled before the end of the term, an early termination fee may apply as per the terms and conditions of the signed agreement.
• Non-Contract Services: Requests must be submitted at least 30 days in advance. Failure to comply may result in a cancellation fee.
• Any remaining equipment must be returned within 30 days to avoid additional charges.
• Reactivation Fee: If services are canceled and the customer later decides to reactivate, a $99.99 activation charge will apply.
Move Requests
• Customers relocating from one unit to another unit or one building to another must submit a move request using the online form available on the designated location page.
• A $49.99 move fee will be applied to cover the management and handling of the service transfer.
• All move requests will be reviewed and processed by our technicians to ensure a smooth transition of services.
Service Halt Requests (for non-contract services)
• Customers may request a temporary halt to their service by submitting a service halt request form at least 15 days before the end of the current billing cycle.
• The following conditions apply:
• The service halt must be for a minimum of two months.
• No fees apply for halts longer than two months.
• For halts shorter than two months, 50% of the regular service fee will be charged.
• Services will automatically resume after the halt period unless a new request is submitted.
Important Notes
• All requests must be submitted through the designated online form to ensure timely processing.
• Requests are reviewed by our technicians, and customers will be notified of any additional requirements or steps to complete the process.
• Fees and terms are subject to the agreement and conditions outlined in the original contract.
8. Acceptable Use Policy
Customers must adhere to the following:
• Prohibited Activities: Spamming, unauthorized data access, distributing harmful software, or using services for unlawful activities.
• Residential Use: VoIP and other residential services are not to be used for business or commercial purposes without prior agreement.
9. Support
• Equipment Malfunctions: Defective equipment will be repaired or replaced during the warranty period.
• Technician Visits: If the issue is customer-related (e.g., damaged equipment or faulty setup), fees may apply.
10. Amendments to the Agreement
Netwire Fiber reserves the right to amend these terms and conditions with a 30-day notice via email, invoice, or our website. Continued use of services constitutes agreement to the updated terms.