This Customer agreement (The Agreement) is made by and between the person or Legal
Entity whose Name and Address is detailed in (written in) the panel titled as “customer
account details”on the page overleaf (The Customer or You) and Adelphi Net1 Limited,
of Quayside Business Park, Dundalk, Co. Louth (Net1 or We) for the provision and
use of Fixed Wireless Broadband Internet Connectivity Access Service and or Voice Over IP
Telephony Service (“The Broadband Services”). The Customer means the person or legal
entity with whom Adelphi Net1 Limited makes, has made or is deemed to have made this
agreement for the provision to such person or Legal Entity of “the Broadband Services”
and also means a person or legal entity to which such service has been or is being provided.
The term “Customer” refers to the individual or entity who subscribes to “the Broadband
Services” provided by Net1. In the case where the Customer is a person, the Customer
confirms that they are at least 18 years of age, are legally able to enter into contracts and
are responsible for this Customer subscriber account. The Customer shall pay all fees, taxes,
charges and other expenses incurred in connection with the account. This document sets
out the terms and conditions of the use of “the Broadband Services” to be provided by
Adelphi Net1 Limited a Limited Company incorporated under the laws of the Republic of
Ireland with registered offices at Quayside Business Park, Dundalk, Co. Louth (“NET1”)
and – together with the schedules for pricing, services, specification and technical support set out
as links from this page – comprises the full agreement for the use of our broadband services
by the Customer. (“the Agreement”). The Customer and Net1 hereby agree the following
1.1 This Agreement commences on the date that the successful installation of the Net1
wireless internet receiver at (or on) your premises has been completed or fibre connection has been
activated by our contractors, and the installation acceptance form has been signed by you or on your
behalf by your representative (your representative is the person whom, in your absence, you will have
arranged to attend your premises, in order to supervise the Net1 representative’s access to your premises,
for the purposes of completing the installation of the Net1 receiver equipment) (the “Commencement
Date”) and will continue for an initial minimum term of 12, 18 or 24 months (the “Initial Term”)
depending on the agreed tariff and indefinitely thereafter unless terminated earlier by either party
in accordance with Clause 13 of this Agreement. Our Acceptance of your application for broadband
services is subject to us performing a credit check on you and being satisfied in all respects with
the outcome of the credit check.
1.2 We will make our best commercial endeavours to complete the Net1 installation at
your premises and commence this agreement within 30 days of Net1 receiving the properly
completed and signed Net1 service level agreement contract document complete with the
appropriate installation fee and appropriate documents for the ongoing automated payment
of the monthly service fees. Failure to provide us with all of the necessary properly completed
and signed documents and funds will lead to delays in the time taken to provide installation
(Commencement of Service) or even no installation at all.
1.3 The minimum term will be extended by a further 12 months period each time that a customer elects to
make their payments via annual pre-payment. No refund payment will be due to the customer in the event
that a customer elects to terminate their agreement for any reason in advance of the further 12 months
minimum term period.
2 Net1 Provision Of “the Broadband Services”
2.1 We will provide the Fibre and or Fixed Wireless Broadband Internet Connectivity Access Service and
or Voice Over IP Telephony Service (“the Broadband Services”) to you with reasonable skill
and care and in accordance with the provisions of this Agreement. Whilst we will use our
reasonable endeavours to begin providing “the Broadband Services” by any date
provisionally agreed with you, we have no liability for any failure to meet any date. We can
only provide services in areas of Ireland in which we are technically able to offer “the
Broadband Services” from time to time.
2.2 In order to use “the Broadband Services”, you need a personal computer of a minimum
specification. The minimum specification is listed on our website at www.net1.ie You
acknowledge that we are dependent upon certain third parties to install and provide “the
Broadband Services” to you. You also acknowledge that there may be technical limits that
prevent us from delivering an operational service to you. We will endeavour to provide the
“The Broadband Services” to you at the access rate you choose but, due to congestion within
the network, the speed of service may be reduced at times or continually in the event that the
location of your premises allows only a low level of wireless radio signal.
2.3 We do not undertake to provide a fault free service. If, however, a fault occurs, you should
report the fault by telephone, electronic mail or in writing to the Support Service. The details
of the contact points for reporting and or escalating a fault are detailed on the welcome
sheet which is provided to the Customer at the time of the initial installation and connection
and or at our website www.net1.ie We will let you know as soon as reasonably practicable
of any periods of downtime of the Support Service.
2.4 We may suspend “the Broadband Services” including during scheduled periods of downtime
where necessary for operational reasons such as repair, maintenance or improvement of “the
Broadband Services” or because of an emergency. Net1 will restore “the Broadband Services”
as soon as it reasonably can after suspension.
2.5 We may, for operational or other reasons, change any codes or the numbers allocated
to you or the specification of “the Broadband Services” but any such changes will not materially
affect “the Broadband Services”.
2.6 We reserve the right to vary the Content (as defined in clause 5.2 below) from time
to time at our sole discretion and do not guarantee or warrant that any particular item or
items of Content will be available at any given time or at the commencement of “the
2.7 Net1 provides all services on an “As Is” basis. In providing Internet access and any other
services, Net1, it’s officers, directors, employees, representatives and agents, make no
representations or warranties except as expressly stated herein and expressly disclaim all implied
warranties, including without limitation, warranties of merchantability, fitness for a particular
purpose whatsoever. Without limiting the foregoing, Net1 will not be liable for damages
resulting the use or inability to use “the Broadband Services” or to access the internet,
reliance on information obtained through the internet, interruptions in service, deletion of
files or e-mail, lost data, unauthorized access to the customers records or files, errors,
defects, viruses, delays in operation or transmissions or any other failure of performance.
2.8 “the Broadband Services” provided by Net1 is best effort and thus NOT “life safety”
qualified. You agree that you have considered the “best effort” nature of the Internet connection
service as supplied by Net1 before deciding whether the use of the Net1 service or the use of
VOIP telephones, security systems, health monitoring systems or other systems requiring
permanent, always-on connections is appropriate.
2.9 Net1 does not guarantee Internet network performance. Net1 provides an Internet
access service, and most conditions (including congestion and contention) on the internet are
completely outside the control of Net1.
2.10 Net1 may immediately suspend your access to “the Broadband Services” in the event
that you do not pay an invoice in accordance with Clause 3.
2.11 Types of maintenance service provided. The schedule of different maintenance
services provided is detailed on the Net1 website at www.net1.ie/maintenanceservices
3 Charges And Deposits
3.1 You agree to pay us the charges as detailed in this service level agreement as written
in the panel titled “service details” overleaf (the “Fees”) and also all charges and fees
as listed in the schedules on our website at www.net1.ie/chargesandfees and
3.2 We will send you your first bill shortly after we begin providing “the Broadband Services”.
We will send you a further bill every month, but we may send you a bill at anytime.We
will send bills to the address on your registration details or any other address you ask us to.
We also reserve the right to issue bills by e-mailing these bills to you every month (although
we reserve the right to send you a bill by e-mail at any time).
3.3 During the registration process, we will ask you to complete/provide a payment by credit
card or completion of a direct debit mandate to enable us to collect payments from
your account, and for any additional services that we may provide to you. If you seek to
discharge your account in a manner other than by way of automated bank standing order
mandate or automated bank direct debit mandate (e.g. cheque, credit card or via paypal)
we reserve the right to levy an additional administration charge as detailed in our schedule
of Charges and fees available on www.net1.ie/chargesandfees Credit accounts are not
available, and cash or cheque payments are only accepted annually in advance. (Prepayment)
3.4 You must pay all charges and rentals in accordance with your bank or credit card authority,
or if, for some reason, your bank or credit card payment fails, in accordance with the time
for payment which is detailed in clause 3.5.1, .2, .3, .4, .5, and .6, in this agreement.
You must pay all deposits when we ask for them.
3.5 Payments are due in advance, on or about the 1’st day of each month. Accounts are
considered active until cancelled in writing by the Customer, provided the Initial Term
has been fulfilled under the terms of clause 13.4 (12 months minimum contract period).
Unused time in any month is non refundable. Unpaid accounts in default may be subject
to a late payment charge of EUR 22.5 and an interest charge of 1.5% per month on the
outstanding balance. If your account is referred to a collection agent the customer agrees
to pay any collection costs incurred, including any reasonable legal fees, and court costs.
3.6 Should it arise that a Customer’s service is disconnected by Net1 following a
payment failure, or non payment, a reconnection charge of €30.25 (inclusive of VAT) shall
be levied and must be paid by the Customer prior to reconnection by Net1.
3.7 Dependant upon the outcome of the initial credit check which Net1 carries out on the
customer who is submitting this Net1 Service Level Agreement, it is agreed that Net1 may
request either a security deposit to be paid (which will be refundable upon termination of
this agreement) or annual prepayment in advance of the Net1 service being offered or
provided to the Customer. Credit account facilities (Post pay) are not available from Net1
3.8 Failure to pay.
3.8.1 If your electronic payment is rejected, or becomes, or is, invalid or unavailable, thereby
preventing us from recovering the sums due under your account within 4 days following
the due date for payment, we reserve the right immediately to withdraw your access to
“the Broadband Services”. You will also be charged an administration fee as detailed in our
schedule of Charges and fees at www.net1.ie/chargesandfees.
3.8.2 In these circumstances, you will be sent a letter giving you 10 days in which to
arrange for your account to be discharged in full.
3.8.3 If, in response to our letter, you provide us with your valid payment details so as to
enable us to collect the sums due on your account, we will re-apply for payment. If your
proposed electronic payment method is still rejected, invalid or unavailable, or if your account
remains outstanding for any other reason, 18 days after the original due date for payment,
then (i) you will be charged a further administration fee (as detailed in our schedule of
Charges and fees at www.net1.ie/chargesandfees) together with a fee for the submission
of a further warning letter (again as detailed in our www.net1.ie/chargesandfees), and (ii)
a letter will be sent to you requesting the discharge of your account in full, and/or for
appropriate arrangements to be made with us for your account to be discharged, which
must be effected within 7 days from the date of this letter, failing which we reserve the right
to refer your outstanding account to Net1 credit control department for collection and/or litigation.
3.8.4 If your account remains unpaid for a period of 25 days after the original due date
for payment, a security deposit of three times your average monthly invoice will be
require before we reinstate your Broadband Services. This is refundable upon termination
of this agreement.
3.8.5 If your account remains unpaid for a period of 32 days after the original due date
for payment, your service will then be terminated and your account will be referred to
Net1’s credit control department for it to take the appropriate action to collect the
3.8.6 If we are required to instruct our solicitors or other professional advisers to collect
any outstanding sums on your account, you will be responsible for, and we will look to
you to discharge, those costs that are incurred by us in taking such action. Compound
interest will be charged on all overdue accounts at the rate of 1.5% per month
3.9 You must ensure that the account holder’s name is the same as the name on the
payment details that are provided.
3.10 If you currently receive a broadband service from an alternative supplier you are
responsible for any contractual agreement you have with them and any liabilities you may incur
for terminating your current agreement.
3.11 If you change address, you may transfer “the Broadband Services” to your new
address on payment of the Moving Fee in advance, as detailed in our service
callout charges & fees schedule at www.net1.ie/fieldservicecharges. You are still
subject to the terms of clause 13.5 in the event that we are unable to provide you with
“the Broadband Services” at the location of your new address.
4.1 The Customer, will ensure that any equipment that you attach (directly or indirectly) to
“the Broadband Services” is technically compatible with “the Broadband Services” and
that its use does not breach any relevant legislation or telecommunications industry
4.2 The Equipment is, and shall remain the property of Net1 and the Customer shall not be
entitled to acquire ownership during or after termination of this Agreement. This equipment
at all times remains the sole property of Net1 and The Customer agrees to provide Net1
access to the customer premises and permission to recover said equipment on demand
without delay, obstruction or interference.
4.3 During the installation certain cabling, mounts, poles and fixings may be used to complete
the installation. These become the property and responsibility of the Customer once
installation has been completed, and the Net1 Installation or Service acceptance form
has been signed by the Customer, and it is the Customer’s responsibility to ensure they
are maintained in operational and safe condition.
4.4 The Customer agrees to use the equipment in accordance with Net1’s instructions and
to restrict access to the equipment to only those representatives and agents authorized by
Net1. The Customer agrees to take reasonable steps to protect the equipment from damage
loss or theft, and should insure same to a replacement value of EUR600.
4.5 If Net1 cannot for any reason recover the equipment in good condition on demand
from the Customer, then the Customer agrees they will be immediately liable to pay a
replacement fee determined by Net 1 of up to EUR600 plus applicable taxes
4.6 The Customer agrees to notify Net1 as soon as reasonably possible once he becomes
aware of any damage to the equipment or defect in the operation of the equipment by
emailing Net1 to email@example.com or by writing by letterpost to the Net1 registered address
4.7 The Customer agrees not to, nor allow any other party to move, dispose of, modify,
or adjust the equipment, nor allow liens to be placed on the equipment.
5 Your Use of “the Broadband Services”
5.1 These Broadband Services are provided solely for your use and you cannot resell or
attempt to resell “the Broadband Services” (or any part of it) to any third party. In addition,
if you have a mail server, you must not allow relay emails from outside your domain from
your mail server.
5.2 We do not warrant or guarantee the accuracy or completeness of any of the information,
sound, software and any other materials (in whatever form) and services made available
to you as part of “the Broadband Services” (the “Content”) or any further information or
results which may be derived from it. You acknowledge that you will not rely on any Content
in making any business or other decision and that your use of the Content is at your sole risk.
5.3 Please note that there may be additional conditions (either ours or those of a third party)
displayed on line relating to particular Content. These conditions will also form part of this
Agreement should you access such Content.
5.4 You are entirely responsible for evaluating any goods or services offered by third
parties via “the Broadband Services” or on the Internet. We will not be a party to or in any
way be held responsible to you for any transaction between you and third parties.
5.5 You must not use “the Broadband Services”:
5.5.1 in a way that breaches any legislation or any license applicable to you or that is in
any way unlawful or fraudulent; or
5.5.2 to deliver, knowingly receive, upload, download, use or re-use any information or
material which is abusive, defamatory, obscene or menacing, or in breach of any
copyright, privacy or any other rights; or
5.5.3 to send or procure the sending of any unsolicited advertising or promotional
5.5.4 in a way that does not comply with our specific instructions.
5.6 You will fully indemnify us against any actual or potential claims or legal proceedings
against us by a third party because of your use of “the Broadband Services” in breach of
the provisions of this Clause 5. We shall notify you of any such claims or proceedings
and inform you regularly as to the progress of such claims or proceedings.
5.7 Customers paying for a residential tariff service will not host any type of Server and/
or allow other users to access a Server via the Net1 Internet connection.
5.8 You acknowledge that Broadband Services are provided to other users and we owe a
duty to these users as a whole to preserve our network integrity and avoid network
degradation. If, in our reasonable opinion, we believe that your use of “the Broadband
Services” has or may adversely affect such network integrity or may cause network
degradation we may change your chosen access rate or manage your Broadband Services
as we see fit in the circumstances.
6 Access and Security
6.1 The Customer will at all reasonable times, provide our employees and agents, and anyone
acting on Net1’s behalf producing a valid identity card, with access to the location at your
premises where the Net1 Wireless Broadband Receiver antenna and associated equipment
has been installed. We will normally only require access during normal working hours but
may require you to provide access at other times, on reasonable notice.
6.2 Our employees and agents will observe your reasonable premises regulations, as
previously notified to us in writing. You will provide a suitable and safe working
environment for our employees and or those of any third parties who assist us in providing
“the Broadband Services” to you.
6.3 You will use your reasonable endeavours to provide personnel, resources and any
other information as we reasonably require, to assist us in the provision of “the
Broadband Services” to you.
6.4 Impersonating another user or otherwise falsifying one’s user name in e-mail
or any post to any newsgroup, boards, mailing list or other such forum including social media
is strictly prohibited
6.5 Impersonating another user or taking and using an IP address which has not been
allocated to you or otherwise falsifying one’s IP address and or network secret and or
password is strictly prohibited.
7 User Names, Passwords & IP Addresses
7.1 You must ensure that user names and passwords used in connection with “the
Broadband Services” are kept confidential and are only used by authorized users. Please
inform us immediately if you know or suspect that a user name or password has been
disclosed to an unauthorized user or is being used in an unauthorized way. You must not
change or attempt to change a user name without our written consent.
7.2 We reserve the right (at our sole discretion):
7.2.1 to suspend user names and password access to “the Broadband Services” if at any
time we think that there has been or is likely to be a breach of security; and
7.2.2 to ask you to change any or all of the passwords you use in connection with “the
7.3 You must inform us immediately of any subsequent changes to the information you
supply to us when you register for “the Broadband Services”.
7.4 You accept and acknowledge that “the Broadband Services”, as other Internet
applications, is not secure and we do not guarantee the prevention or detection of any
unauthorized attempts to access “the Broadband Services”.
8 Personal Data
8.1 Net1 may contact you before, during and after the term of this Agreement in order to
administer, evaluate, develop and maintain “the Broadband Services”. Please note that
we may record your telephone calls to us and we will keep a record of personal information
you provide to us in connection with “the Broadband Services”.
8.2 We will comply with our obligations under the Data Protection Act 1998 and other
any applicable data protection legislation. You are also required to comply with all data
protection legislation. In addition, you must maintain all required registrations, including
those reasonably requested by us to enable us to process your personal data in connection
with our performance of our obligations under this Agreement.
8.3 By registering for “the Broadband Services” you consent to our using and/or disclosing
your personal information for the following purposes:
8.3.1 While processing and or evaluating the credit worthiness of your application which
may involve credit checking by a licensed credit reference agency who may record that
a credit check has been made and disclosing certain personal and account details to a
bank for the purposes of setting up a direct debit account;
8.3.2 providing or arranging for third parties to provide Customer Care/Help Desk
facilities and billing you for “the Broadband Services” (which may involve disclosing your
information to third parties solely for those purposes); and
8.3.3 to selected third parties for the purposes of providing and operating “the
Broadband Services” and installing Equipment.
9 Intellectual Property Rights
9.1 If you warrant that you are the owner of, or that you are authorized by the owner of,
any trade mark or name that you wish to use as your registered Domain Names
(“Domain Names”) and use as part of your uniform resource locator (“URL”), you will
be asked for documentary proof of entitlement to the URL.
9.2 If we undertake Domain Names and URL registration on behalf of you, you will
reimburse us for any registration fees paid by Net1 to the Internet registration authorities.
We do not guarantee that any Domain Names or URL requested by you will be available.
9.3 We may require you to select a replacement Domain Names or URL and may either
refuse to provide or may suspend “the Broadband Services” if we reasonably believe
that the Domain Names or URL is, or is likely to be, offensive, abusive, defamatory or
obscene or in breach of the provisions of Clause 5.7.
9.4 Any patents, design rights, know-how, copyrights, trade marks, the right to use
software and all other similar proprietary rights (whether registered or unregistered)
worldwide (“Intellectual Property Rights”) relating to “the Broadband Services” or arising
during the development of “the Broadband Services”, belong to us or to a relevant third
9.5 The Content is protected by copyright, trademark and other Intellectual Property Rights,
as applicable. You must not and must not permit anyone else to copy, store, modify,
distribute externally, broadcast or publish any part of the Content, and the Content
may only be used for your own purposes.
10.1 Where we provide software to you to enable you to use “the Broadband Services”
(“Software”), we grant you a non-exclusive, non-transferable license to use the Software
solely for the term and purposes of the Agreement. You may need to sign agreements
reasonably required by the owner of the copyright in the Software to protect the owner’s
interest in that Software for you to be able to use the Software.
10.2 Except as permitted by applicable law or as expressly permitted under this
Agreement you cannot de-compile or modify the Software, or copy the manuals or
10.3 We may offer updates or modifications to the Software or documentation and we will
notify you of any applicable charges for such updates or modifications at the time we offer
them to you.
11 Intellectual Property Right Indemnity
You will fully indemnify and hold us harmless against all claims and proceedings arising
from infringement of any third party’s Intellectual Property Rights by reason of your
use or publication of the Customer Information, the Content or Third Party Content.
12 Limitation of Liability
12.1 Nothing in this Agreement excludes each party’s liability with respect to death
and personal injury resulting from the negligence of that party, its employees,
agents or subcontractors or for fraudulent misrepresentation or under the tort of deceit
12.2 Neither party shall be liable to the other, either in contract, tort (including negligence)
or otherwise for direct or indirect loss of profits, business or anticipated savings, nor for any
indirect or consequential loss or damage or for any destruction of data.
12.3 Subject to Clauses 12.1 and 12.2, our liability to you in contract, tort, negligence or
otherwise arising out of or in connection with this Agreement shall for any one incident of
series of related incidents be limited to the annual fees paid by you to us in the year in
which the liability first arose.
12.4 We are under no obligation to edit, review or modify Customer Information or
Third Party Content. However, we reserve the right to remove any Customer Information or
Third Party Information without notice. For the avoidance of doubt we do not pro-actively
monitor messages that you may post on our managed sites, but we reserve the right to
remove such message at our sole discretion.
12.5 You acknowledge that in providing “the Broadband Services” we are not engaging in
“investment business” (as defined in the Financial Services Act 1986 (FSA)) nor is any
Content intended to be an “investment advertisement” for FSA purposes
12.6 We exclude all liability of any kind in respect of:
12.6.1 Customer Information, Third Party Content, Content and any other material on
the Internet which can be accessed using “the Broadband Services” and we are not
responsible in any way for any goods (including software) or services provided by
third parties advertised, sold or otherwise made available by means of “the Broadband
Services” or on the Internet;
12.6.2 the accuracy, completeness or suitability for any purpose of any Content; and
12.6.3 the acts or omissions of other providers of telecommunications or Internet services
(including Domain Name registration authorities) or for faults in or failures of their
12.7 Loss of data and damage to equipment
12.7.1 Neither Net1 nor its subcontractors will be liable for any loss of data or damage
to hardware that occurs during installation of or any service performed on your computer
in support of Net1 broadband service. You agree that it is your responsibility to completely
back up all data which may be resident in your computer prior to installation. You further agree
that Net1 and or its subcontractors are not responsible for any problems with your computer
following the installation or any subsequent service performed on your computer in
support of the Net1 broadband service.
12.7.2 Your exclusive remedy for any and all losses resulting from the installation of
equipment and your use of “the Broadband Services”, including Net1’s or its subcontractors
negligence, will be limited to fees which you have paid to Net1 and will be limited to fee’s
paid to Net1 up to the time the damage is discovered and notified to Net1.
12.7.3 Broadband Services are provided on an “as is” and “as available” basis without
warranties of any kind, either express or implied, including but not limited to warranties
of title, non infringement or applied warranties of merchantability or fitness for a particular
purpose. Neither Net1 nor its affiliates warrant that Broadband Services will be accessible
or Broadband Services is free of viruses or other harmful components.
12.7.4 Net1, its affiliates and its subcontractors will not be liable for any indirect, incidental,
special, exemplary, punitive or consequential damages of any nature, including personal
injuries, property damage or loss of business, that result in any way from your use of or
inability to use “the Broadband Services”s or to access the internet or any part thereof, or
your reliance on or use if offers, claims, representations, promotions and transactions,
information, services or merchandise provided on or through the internet or “the
Broadband Services”, or that result from mistakes, omissions, interruptions, deletion of
files, errors, defects, delays in operations, transmissions or any failure of performance.
12.7.5 You agree to indemnify, defend and hold Net1, its affiliates and subcontractors
harmless from any claims made by third parties arising out of the use of the Equipment
and/or “the Broadband Services” by you or an authorized user of your account, including
the placement or transmission of any message, information, software or other materials on
the Internet. These limitations on liability and indemnification provisions inure to the benefit
of and apply to: (1) Net1’s parent, subsidiary and affiliated companies; (2) any successor
to Net1’s business by way of merger, purchase of assets, or operation of law; and (3)
any subcontractors performing work on behalf of Net1.
13 Termination of this Agreement
13.1 We may at any time (whether during the Initial Period or otherwise) terminate
this Agreement by giving 30 days written notice to you.
13.2 We may at our sole discretion terminate this Agreement or suspend “the
Broadband Services” immediately, in the event that;
13.2.1 we are directed by any competent authority to cease the provision of “the
Broadband Services” or any part of it; or
13.2.2 you fail to pay any charges for “the Broadband Services”; or
13.2.3 any credit card or standing order details submitted by you for payment are found
not to be or cease to be valid; or
13.2.4 if you use “the Broadband Services” in contravention of any of Clauses 5, 7 and 9; or
13.2.5 our contract with any third party who assists us in providing “the Broadband
Services” to you is terminated; or
13.2.6 we become aware of any breach of third party Intellectual Property Rights caused
by the Customer Information or the Third Party Content. If we suspend “the Broadband
Services” in accordance with this Clause
13.2, we may, at any time following such suspension (and if the circumstance in Clause
13.2 remains) immediately terminate the Agreement.
13.3 You have the right to cancel this agreement by giving notice in writing to Net1 within
14 days from the date of your signing of this agreement. If at that time you have already
been supplied with, or the Net1 Wireless Broadband Receiver antenna and associated
equipment has been installed, you will not be entitled for a refund of the value of the
installation fee, in respect of the labour and materials costs which have already been
incurred or expended while carrying out the installation on your behalf. If you have
already been provided with a Router or modem you must either pay for the Router or
modem or return such Router or modem to us (at our request) in the prepaid postage
package we send you and we will refund you for any payment received from you for
such Router or modem if returned in perfect working order.
13.4 You may terminate this Agreement on giving at least 30 days written notice to Net1,
such written notice to be effective no earlier than the end of the Initial Term (which is
the first 12, 18 or 24 months period, depending on the tariff, from the Commencement Date).
You must pay all Fees for “the Broadband Services” until the date on which the termination
notice expires. The termination notice will only be deemed to be valid if all fees for which you
are liable including the termination fee which is the value of the fees which would be due until the
end of the Initial Term (which is the first 12 month period from the Commencement Date)
have been fully paid to Net1.
13.5 You may not terminate this Agreement within the period of the Initial Term (which
is the first 12, 18 or 24 months period, depending on the tariff, from the Commencement Date).
Even if you move to a new address to which it is not possible to provide“the Broadband Services”
on production of proof of your changed address.
13.6 Either party may terminate this Agreement immediately, on notice, if the other
commits a material breach of this Agreement and fails to remedy the breach within
28 days of a written notice to do so. If you have been the part who is responsible for
material breach of this agreement you will be immediately liable to pay Net1 a termination
fee which is the value of the fees which would be due until the end of the Initial Term
(which is the first 12, 18 or 24 months period, depending on the tariff, from the Commencement Date).
13.7 Upon termination or expiration of this Agreement registration to any of our services
or those of third parties provided in the course of and/or for the purposes of “the
Broadband Services” will cease at such time as the provision of “the Broadband Services”
13.8 If the Customer is dissatisfied with “the Broadband Services” or any related terms,
conditions, rules, policies, guidelines or practices, the Customer’s sole remedy is to
discontinue using “the Broadband Services”, cancel the account, notify Net1 in writing
and pay any cancellation fee which may apply.
13.9 To cancel “the Broadband Services” the Customer must send a written request for
termination by e-mail to firstname.lastname@example.org or letterpost to Net1 Limited, Quayside Business Park,
Dundalk, Co. Louth ( and same must be signed by an authorized representative of the
Customer to arrive not less than 20 working days before the end of the current billing term.
13.10 All termination notices received by Net1 will be acknowledged in writing by Net1
Ltd. accounts department to the customer within 30 days. In the event that Net1 accounts
department fails to issue a confirmation of termination notice in writing within 30 days,
it is imperative that the customer makes contact with the Net1 accounts department and
brings the termination notice to their attention. This is to ensure that the Net1 service
charges do not continue to accrue on the customer’s account and that there is service
termination. Customers failing to bring such an issue to the attention of the Net1 accounts
staff’s attention will continue to be liable for all accruing charges.
14 Force Majeure
Neither party will be liable to the other for any failure to deliver “the Broadband Services”
or for any breach by it of this Agreement, where such failure or breach is due to a reason
outside the reasonable control of such party, including, but not limited to: lightning,
exceptionally severe weather, fire, explosion, war, industrial disputes, government
action or regulation or national or local emergency. If such failure to deliver continues for
more than 3 months after the commencement of such failure, then either party may terminate
this Agreement on notice in writing to the other party.
15.1 You hereby authorize Net1 and/or its authorized contractors to install Fibre broadband
equipment and or a Wireless Broadband antenna and associated transceiver, router or
modem, software, wiring and any other equipment as necessary at your premises in order
to provide Net1’s Fibre and or Wireless Broadband service.
15.2 Any custom installation work that you request, including additional equipment i.e.
poles, transceiver and cabling may require an additional charge, including placing
cable under carpet, through cabinets, through interior walls, through loft and or attic
space or inside moulding. The additional charge or rates of charge for such additional
work will be quoted to you in advance of any such works being completed.
15.3 Net1 will not be liable for any alterations to the Premises that result from the
installation or removal of the Equipment, including, but not limited to, holes in walls,
cable wiring or antenna mounting brackets.
15.4 You warrant that you are at least 18 years of age and that you own the Premises,
or have received written permission from the owner to make any changes to the Premises
which may be needed to install the Equipment and receive “the Broadband Services”.
Additionally, it is your obligation to confirm that the placement of the Wireless Broadband
antenna and associated transceiver on the Premises is not in violation of any covenants,
conditions or restrictions.
15.5 You agree to allow Net1’s staff or its subcontractor’s staff access to your Premises to
perform installation, repair or maintenance services in support of “the Broadband Services”.
15.6 You agree to allow, and not hinder in any way Net1 staff or its subcontractor’s
staff access to your Premises to remove the Wireless Broadband antenna and associated
transceiver which remains the property of Net1, when this contract has been terminated.
Failure to adhere to this clause will result in your liability to pay to Net1 the full cost of
the Wireless Broadband antenna and associated transceiver equipment.
15.7 Net1 may revise, modify or discontinue any or all aspects of “the Broadband Services”,
including but not limited to service and Equipment prices, any applicable tariffs, and any
terms of this Agreement. Notice to you of any revisions or modifications will consist of
updating the prices and tariffs on the Net1 website at www.net1.ie and/or
at the discretion of Net1, by Notification via your preferred email account.
15.8 Notice to you of any revisions or modifications to this Terms and Conditions Service
Level Agreement will consist of updating the terms and conditions on the Net1 website
at www.net1.ie/termsandconditions and or at Net1’s discretion by Notification via your
preferred email account.
16 General Provisions
16.1 We may change the provisions of this Agreement (including the charges) at any
time, provided that we will give you notice of the changes at least 14 days before the
change is to take effect at which time you may terminate this Agreement if the change
materially affects “the Broadband Services” subject to you having fulfilled your
obligations under clause 1.1 of this agreement (minimum contract period).
16.2 This Agreement represents the entire understanding between the parties in relation to
its subject matter and supersedes all agreements and representations made by either
party, whether oral or written.
16.3 The parties acknowledge and agree that:
16.3.1 the parties have not been induced to enter into this Agreement by any representation,
warranty or other assurance not expressly incorporated into it; and
16.3.2 in connection with this Agreement the parties’ only rights and remedies in relation to
any representation, warranty or other assurance are for breach of this Agreement and that
all other rights and remedies are excluded, except in the case of fraud.
16.4 This Agreement does not create any rights under the Contracts (Rights of Third
Parties) Act 1999 that are enforceable by any person who is not a party to it but this does
not affect any right or remedy of a third party which exists or is available apart from that
16.5 Notices given under this Agreement must be in writing and may be delivered by
hand, courier or class letterpost, or e-mail to the following addresses:
(a) to us at the relevant address provided during the registration process for Net1 or
any alternative address which Net1 notifies to you;
(b) to you at the relevant letterpost or email address provided as part of the details which
you submit to us during the registration process (the details written in the Customer
Account Details panel of the original contract papers) or any alternative address that
you provide in writing to Net1 during the term of this agreement.
16.6 Neither party may assign sub-contract or transfer any of their rights or obligations under
this Agreement without the prior written consent of the other party, except that Net1 may
assign or transfer its rights and/or obligations to any Affiliate from time to time without
the prior written consent of the Supplier.
16.7 If any part, term or provision of this Agreement is held to be illegal or unenforceable
the validity or enforceability of the remainder of this Agreement will not be affected.
16.8 If either party delays in acting upon a breach of this Agreement that delay will not
be regarded as a waiver of that breach. If either party waives a breach of this
Agreement that waiver is limited to that particular breach.
16.9 Customer complaint handling procedure. The methods of initiating a customer
complaint and the procedure for escalating of, and for settlement of, disputes
(as in accordance with Regulation 28 of S.I No 308 of 2003) are detailed here. A formal complaint process is provided to
ensure that your issue is addressed as quickly as possible and at the highest level
16.10.1 Customer’s seeking a refund for any reason must submit a request for a refund in
writing to Net1 accounts department at email@example.com or by letterpost to the company
registered address with a full explanation and all supporting information. On receipt of the
fully supported refund request, the case will be reviewed and a decision issued within 1
month. An unfavourable decision may be appealed using the procedures set out in section 16.9.
16.10.2 If it is decided that a refund is due to the customer, the refund payment will be
issued directly to the customer’s bank account or by cheque to the customer at the customer’s
last known postal address within 1 month of the decision date.
16.10.3 Refunds will not be issued in respect of payments made by customers to Net1 Ltd.
in respect of service periods for which customers have failed to serve Net1 Ltd with a
written termination notice which has been acknowledged by Net1 Ltd. in writing or for
all customers who have not completed the minimum “term” period.
16.10.4 For customers who have issued a termination notice in writing which has been
confirmed by Net1 Ltd in writing and who fail to make arrangements with their bank to
cease the ongoing monthly “bank standing order” payments to Net1 Ltd a administration
and handling fee of 10% of the refund value will be charged & deducted from any refund
issued to the customer.
17 Service and repairs
17.1 Net1 will be obligated to maintain and carry out all necessary repairs to the Wireless
Broadband antenna and associated transceiver equipment which will be installed and
held within the customer’s property and boundaries. However this maintenance and
repair excludes any damage resulting from abuse or negligence on behalf of the
Customer or The Customers servants or agents as determined solely by Net1.
17.2 Any maintenance or repair work needed to any equipment not provided by Net1
including, but not exclusive to, PC’s, laptops and routers, may incur a charge. The
schedule of these can be accessed via our website at www.net1.ie/fieldservicecharges
17.3 Where a service call is requested by the Customer and it transpires that there
was no fault with the Net1 system, Net1 equipment or the Net1 Broadband Internet
Service, “The Broadband Services”, a service call charge will be levied to cover the cost
of an engineer visiting the Customer site. The appropriate charge may be found on our
website in the schedule of “Service charge & callout charges” at
18 Internet access
18.1 You hereby agree to abide by Net1’s Acceptable Use Policy. This can be accessed
via our website at www.net1.ie/acceptableuse and is hereby incorporated by reference.
18.2 You access the materials on the Internet at your own risk.
18.3 Net1 may deny you access to all or part of “the Broadband Services” without notice
if you breach this Agreement, including but not limited to, Net1’s Acceptable Use Policy.
18.4 You are responsible for ensuring that your usage of “the Broadband Services” does
not improperly restrict, degrade or adversely affect any other user’s use of “the Broadband
Services”, nor represent, in Net1’s sole judgement, an unusually large burden on the
network itself. You must comply with the then current bandwidth, data storage and other
limitations on “the Broadband Services”. If Net1 determines that you are exceeding
bandwidth limits, you may be notified by email or letterpost and given 15 days to bring
your usage within appropriate limits. We reserve the right to place restrictions on your
available bandwidth and available download capacity until you moderate your download
behaviour. If excessive use continues after the 15-day period, Net1 may take any action
it deems necessary, including, but not limited to, terminating “the Broadband Services”,
to ensure that your usage does not adversely affect Net1’s ability to provide “the Broadband
Services” to other customers. Net1 will notify you of any such action via mail or email. In
the event that it becomes necessary to activate this clause, you will still remain liable to
pay the ongoing monthly service charges until the end of the Initial Term despite being
prevented from having access to “the Broadband Services” by virtue of your new location.
(which is the 12, 18 or 24 months minimum contract period depending on your tariff)
18.5 Net1 will assign to you (If requested) a Net1-owned Internet Protocol address
(“IP Address”) which is the exclusive property of Net1 and is not portable. Net1 may
change the IP Address at any time without liability and without prior notice to you. Net1
will use reasonable efforts to avoid any disruption to you by notifying you via email
before changing your IP Address.
18.6 Net1’s network gathers information about Internet usage such as the sites visited,
session lengths, bit rates, and number of messages and bytes passed. Net1 uses this
information in the aggregate. Net may share this aggregated information with other
parties from time to time. Net1 collects and uses personally identifiable information
obtained from you and from other sources for billing purposes, to provide and change
service, to anticipate and resolve problems with your service, or to identify, create and
inform you of products and services that better meet your needs. Net1 will not use or
disclose any personally identifiable information regarding Internet usage unless
compelled by a court order or subpoena; you consent to the use or disclosure, or to
protect Net1’s broadband services and facilities.
19 CUSTOMER ACKNOWLEDGEMENTS REGARDING “THE BROADBAND SERVICES”.
19.1”the Broadband Services” consists of a fibre or fixed wireless internet connection. While
Net1 will undertake all reasonable commercial efforts to deliver the stated service the
Customer acknowledges that “the Broadband Services” speed can vary depending upon
the level of other Internet traffic (data packets) and other factors beyond the control of
Net1. “the Broadband Services” may contain material that is unsuitable for minors and
the Customer acknowledges that Net1 does not and can not filter the content.
19.2 Net1’s VOIP Voice Telephony Service is provided using packet data technology and
is powered by a standard electrical connection. If the Customer’s electrical connection
fails then the voice service will be disrupted or unavailable.
19.3 Access to emergency services (112 or 999 calls) is provided on a “best effort” basis
and is reliant on an electrical supply to the Customer equipment and availability of the
network. The base component of “the Broadband Services” is the provision of Internet
Access and “the Broadband Services” may include additional components such as Voice
over IP Telephony or other services. In a small number of situations the provision of Voice
service may not be feasible or available, even where internet access is provided. In such
cases “the Broadband Services” is deemed to have been provided and stated charges are
applicable without discount.
19.4 In circumstances where either the Internet Access service or the overlaid voice
telephony service is unavailable for a period of 30 days or more from the date of
notification to Net1, the Customer may terminate this agreement without penalty and
with refund of any fees paid in respect of only the 30 day period.
19.5 The Customer acknowledges that in order to provide “the Broadband Services” Net1
has contracted with communications and network operators for internet and voice
telephony services. The Customer further acknowledges that Net1 will only provide
uninterrupted continuous service to the Customer pursuant to this agreement to the extent
which Net1 receives such service from linked communications and network operators.
19.6 The Customer acknowledges that while “the Broadband Services” operates using
licensed and unlicensed radio spectrum, it may in rare cases experience interference to
the signal. Net1 will make all reasonable commercial efforts to liaise with other operators
to minimise any interference received by the Net1 broadband internet antenna and
transceiver located at the Customer’s premises. However such interference if present may
have an impact upon the availability and quality of service received. Similarly Net1 is
obliged to reserve the right to terminate service to the Customer where interference is
caused by other systems. The Customer may terminate this agreement where Net1 cannot
rectify or eliminate interference related issues within 60 days of written notification to
Net1 of said issues.
19.7 The Customer accepts that Net1 may change or withdraw any element of “the
Broadband Services” from time to time and will use reasonable efforts to notify the
Customer of any necessary change in services.
19.8 The Customer acknowledges that “the Broadband Services” is an “always on”
connection to the internet while the equipment is powered on, and that it is the Customers
SOLE RESPONSIBILITY to install, configure and maintain suitable security measures to
protect the Customer’s computer and associated equipment from unauthorised or
malicious access from the internet. Net1 accepts no liability for the security of the
The Customer’s systems.
19.9 The customer acknowledges that their use of “the Broadband Services” shall be
deemed to be an acceptance by the Customer of this agreement.
This Agreement will be governed by and construed and interpreted in accordance with the
law of the Republic of Ireland for customers for whom the point of delivery of the Net 1
service is within the Republic of Ireland and in accordance with Northern Ireland Law for
customers for whom the point of delivery of the Net 1 service is within the jurisdiction of
Northern Ireland, and the parties submit to the exclusive jurisdiction of the respective Courts.