ipNX’s iwireless Broadband Service Terms
What we provide
1. The service we agree to give you includes
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High-speed network access to the internet; |
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Helpdesk services; and |
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Other applications and features as described at www.ipnxnigeria.net/iwireless; and the ipNX Price terms. |
2.
The ipNX iwireless Broadband service may be affected by geographic,
atmospheric or other conditions or circumstances beyond our control.
3. The ipNX iwireless Broadband service is not available in all parts of
Nigeria or in every city in Nigeria and may be restricted to certain
areas within those cities where service is available.
Service Duration and Minimum Period
4. Separate minimum periods will apply to the service we supply to
you and to each other user depending on the pricing option and package
you choose. The minimum service duration or period of service for
iwireless Broadband is 30 days. The service will begin and the minimum
period starts on the day you purchase the customer premises equipment
and any other equipment required to use the service, or on the day we
activate the service whichever is later.
5. We guarantee that any equipment that we send you in line with
paragraph 4 will work to the relevant specification for the minimum
period of 90 days and will be free from faulty design, manufacture or
materials. If at any time during the minimum period you find that the
equipment is not working properly you may return it to us and we will
replace (or at our option) repair it.
We will not be responsible for any defects arising from fair wear and
tear, accidental or wilful damage, misuse or failure to follow our
instructions.
Paying for services
6. You agree to pay all charges for the equipment and the service,
including any state taxes and charges for late payment, whether you use
the service or someone else does. The method of payment will be cash or
as we otherwise agree with you.
7. Unless we agree otherwise, we will normally bill you upfront (in
advance) for any rental charges for the service. We will bill you later
for any other usage charges after the event which the charges relate to.
If possible, charges will appear on your next bill, but sometimes there
may be a delay.
8. We will send any bills to your email address unless you tell us
otherwise. You may also see your bills online at
www.ipnxnigeria.net/myaccount. We will send your first bill shortly
after we have provided the service to you for the first time. After
that, we will send bills regularly. However, we may sometimes send you a
bill at a different time, for example if the amount of money you owe us
is considerably higher than expected.
9. You agree to pay the charges as soon as you receive your bill. You
may also need to pay a deposit or a payment upfront before you can
receive the service or goods.
10. If you do not pay your bill, we will send you a reminder or call
you. If we do not receive payment by 12 midnight on the last day of your
existing subscription, we shall suspend the service. We may also charge
you N1, 000 (one thousand Naira) by way of compensation to us for any
direct debit or cheque payments which are returned to us because you do
not have enough funds in your account. The charges set out in this
paragraph are not subject to VAT. Further information is set out in the
ipNX Price List
Providing the service
11. You agree to follow any reasonable instructions that we may give you
relating to use of the service, and to allow us access to your premises
if required.
12. You also agree to get any permission needed from someone else if we
have to use their land or put our equipment on their premises.
13. You agree to look after your customer premises equipment. If you do
not do so and the equipment is damaged, you may have to pay for it to be
repaired or replaced.
Using the service
14. You must not use the service or allow the service to be used:
| (a) | In any way which breaks any law or the conditions of any licence or rights of others or, if you have a service from us that gives you internet access, our acceptable use policy which we may amend from time to time (you can find this at www.ipnxnigeria.net/fairusagepolicy and may be amended from time to time; |
| (b) | To make offensive, indecent, menacing, nuisance or hoax calls or to cause annoyance, inconvenience or needless anxiety; |
| (c) | To send, knowingly receive, upload, download, or use any material which is offensive, abusive, defamatory obscene or menacing; or |
| (d) | In any way which we reasonably think will, or is likely to, affect how we provide the service to you or any of our customers. |
15.
We take the types of misuse described in paragraph 14 very seriously,
and you agree to take all reasonable steps to conform. If we reasonably
believe you have misused the service, we may take immediate action to
suspend the service or end your agreement with us without telling you
first, even if you were not aware that your service was misused.
16. You agree that any content, software or other copyright material we
supply to you is for your own private use, and that you must not copy,
change or publish the material or supply it to any other person or use
it for any business purpose.
17. If we provide you with a phone number, you agree that you do not own
the phone number and that you will not transfer it to anyone else.
18. You agree not to connect equipment to our network. If you want to
connect equipment to our network other than by using the i-station, you
must get our permission.
19. If you have an internet access service from us, you accept that you
are using the internet at your own risk. You are responsible for making
sure any equipment you use to access the service is protected against
viruses.
20. If the service gives you content or software licensed by others who
ask you to accept their terms of use, you must keep to these terms.
21. You are responsible for properly using any user IDs, personal
identification numbers (PINs) and passwords needed for the service, if
any, and must take all necessary steps to make sure that you keep these
confidential and secure, use them properly and do not make these
available to anyone.
Changing these terms and conditions
22. Sometimes, we will need to change the charges and the terms and
conditions of the service. We will publish details of all changes online
at www.ipnxnigeria.net
23. We will also let you know about a price increase or a change to the
terms and conditions that we believe is likely to cause you material
disadvantage at least one month before it happens. We will let you know
about other price changes and changes to the terms and conditions with
your next available bill or an alternative method, if this are simpler
and better.
24. For changes we need to make to meet legal and regulatory
requirements, we may not be able to meet that timescale. We will let you
know about these changes as soon as we can.
Ending the Agreement
25. You may chose to cancel your order at any time up to fourteen days
(i.e. ten working days) if you are unhappy with the service throughout the usage period, beginning with the day after we deliver the equipment or when you
have collected the equipment. If you do so, you agree to return the
equipment, following our instructions and at your cost. We will refund
any payment you have made for the equipment. If we have to collect the
equipment, we may charge you our reasonable costs for doing so.
26. If you return any equipment as faulty, we may test the equipment if
it is working, we will send it back to you. If we do so, we may charge
you costs for our testing and postage. This does not affect your legal
rights relating to equipment which is faulty or wrongly described.
27. If you are using any services, applications or features which are
free of charge, these will end on the day your agreement with us ends.
Things you need to know about iwireless Broadband
28. All iwireless Broadband options (including any unlimited options)
are provided in line with our fair-usage policy as set out in the
'Support' section of www.ipnxnigeria.net
29. If you constantly go over your usage guideline, we may charge you
for your extra usage, upgrade you to another iwireless Broadband option
that is better suited to your usage or suspend your service. You can
find details of the extra usage charges in ipNX Price terms. If we
upgrade you to another iwireless Broadband option, a new start period
and service charge will apply.
30. We may also take action to manage the network's performance during
periods where there is a high demand.
Moving home
31. If you move home within Nigeria, and let us know at least five
working days before you do so we will continue to provide the service,
if we are able to, at your new address. If we are not able to provide
the service at your new address, and your subscription is still running,
we will not refund any part of the unused subscription.
Changing Plans
32. You can change your service plan at the end of any 30 day
subscription period. If you change the service a new minimum period will
apply unless you are moving home or we have changed your service under
paragraph 30 above. If you upgrade or downgrade your iwireless Broadband
option the charge in the ipNX price terms will apply.
33. If you change service, we have the right to move you to a different
billing method.
Our responsibility to you
34. If you suffer a continuous total loss of the service at any time
after we have provided it, we promise to put things right within 48
hours (excluding public holidays) after you have reported the fault to
us.
35. If we do not do so, we will provide a refund for each day we are
late in repairing the service. You will not be entitled to a rental
refund if the fault relates to hardware failure, malfunction, mis-configuration
or is due to equipment you have bought from other suppliers.
36. You will need to contact us to claim a refund. We will take the
amount we owe you off your next bill.
37. Unless we are negligent, our only responsibility is to pay you a
rental refund as described in paragraph 35.
Matters beyond our reasonable control – Force Majeure
38. Sometimes we may not be able to do what we have agreed because of
something beyond our reasonable control. This could include very severe
weather. In these cases, we do not accept responsibility for what has
happened.
Dispute Resolution
39. We will try to work through any disputes that you may have with us.
However, if we cannot do this, you may refer the matter to any relevant
service or government agency which sorts out disputes.
Contacts
40. When we need to contact you, we will use your billing address,
e-mail address, mobile or fixed phone number. If you need to contact us,
please contact, ‘The Manager Customer Care’ using the address on your
last bill or any other postal address, e-mail address or phone number we
have given to you for that purpose. Kindly escalate complaints to:
The Customer Care Manager
ipNX Nigeria Limited
13A Isaac John Street
GRA, Ikeja
Lagos
Or Call Help Desk Telephone: 01-6281111, 01-628 4357, 01-761 2331
Or Email: support@iwirelessng.net