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
5.1 Prepaid Monthly Services
All Netwire Fiber services are provided on a prepaid, month-to-month basis unless otherwise stated in a written contract. Service must be paid in full before the start of each billing cycle.
Invoices are issued approximately 25 days prior to the renewal date.
5.2 Payment Responsibility
Customers are solely responsible for:
- - Maintaining valid and up-to-date payment information
- Ensuring sufficient funds are available at the time of billing
- Updating payment details if a credit card expires, is replaced, or becomes compromised
Netwire Fiber sends automated notifications for declined or failed transactions. Failure to receive, review, or respond to such notifications does not waive payment responsibility.
5.3 Failed Payments and Service Suspension
If a payment attempt fails:
- Automated notifications will be sent
- Additional payment attempts may be processed
- Service may be suspended if payment is not received within the applicable grace period
Netwire Fiber is not obligated to provide service without payment.
Service will be restored once the outstanding balance is paid in full. Reactivation fees may apply where applicable.
5.4 Late Payments
A $10 late fee applies to unpaid balances.
Accounts 15 days overdue may be suspended without further notice.
5.5 Financial Hardship
Customers experiencing temporary financial difficulty are encouraged to contact Netwire Fiber before the renewal date. At our sole discretion, short extensions or temporary arrangements may be considered.
5.6 Non-Refundable Charges
All monthly service fees are prepaid and non-refundable once a billing cycle begins, including cases of partial usage, voluntary cancellation, suspension due to non-payment, or failure to use the service.
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 Suspension
7.1 Cancellation – Month-to-Month (Non-Contract Services)
Services are billed monthly in advance.
Customers may cancel at any time.
Cancellation must be submitted through the designated online form before the next billing renewal date.
Once a new billing cycle begins, charges for that month are non-refundable.
If cancellation is submitted at least 15 days before renewal, service will end at the conclusion of the current billing cycle.
No cancellation fee applies to month-to-month services.
7.2 Cancellation – Contract Services
If a customer is under a signed term agreement:
Early termination fees may apply as outlined in the signed contract.
Written notice is required as per the contract terms.
7.3 Service Suspension (Non-Contract Services)
Customers may request a temporary suspension of service:
Requests must be submitted at least 15 days before the next billing cycle.
Minimum suspension period: two (2) months.
No fee applies for suspensions of two months or longer.
Suspensions shorter than two months will be billed at 50% of the regular monthly rate.
Service will automatically resume at the end of the suspension period unless otherwise requested.
7.4 Non-Payment
Failure to complete payment before the renewal date may result in automatic service suspension.
Reactivation requires full payment of outstanding balances. Reactivation fees may apply.
7.5 Equipment Return
All rented or provided equipment must be returned within 30 days of service termination. Failure to return equipment will result in replacement charges.
7.6 Move Requests
Move requests must be submitted through the online form.
A $49.99 move fee applies.
Service availability at the new location is not guaranteed and is subject to infrastructure and technical review.
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.
11. Customer Conduct & Communication Policy
Netwire Fiber is committed to providing professional, respectful customer service. We expect the same standard of conduct from our customers.
11.1 Respectful Communication
Abusive, threatening, discriminatory, or aggressive language toward staff will not be tolerated.
If a customer engages in inappropriate conduct during a phone call, email, or any other communication:
We reserve the right to immediately terminate the interaction
We may restrict communication to written correspondence only
We may refuse further service at our discretion
11.2 Responsibility for Service Disconnection
Service disconnections resulting from non-payment are not considered service failures.
Customers are responsible for monitoring billing communications and maintaining valid payment methods. Disconnection due to unpaid balances does not constitute negligence or fault by Netwire Fiber.
11.3 Right to Refuse Service
Netwire Fiber reserves the right to refuse or discontinue service to any customer who:
- Repeatedly fails to meet payment obligations
- Engages in abusive or inappropriate conduct
- Violates these Terms and Conditions