Terms of Service

Acceptance of Terms

By subscribing to, activating, or using any broadband service provided by TrueNet Broadband Private Limited ("TrueNet", "we", "us", or "our"), you ("Subscriber", "Customer", "you") agree to be bound by these Terms of Service ("Terms"). These Terms constitute a legally binding agreement between you and TrueNet.

If you do not agree to these Terms, you must not use our services. We reserve the right to modify these Terms at any time. Continued use of our services after notification of changes constitutes acceptance of the revised Terms.

Service Description

TrueNet provides broadband internet access services through its own fiber optic and cable network infrastructure. Our services include:

• Residential broadband plans (Basic, Standard, Premium)
• Business broadband plans with SLA guarantees
• Installation, activation, and ongoing technical support
• Equipment provision (router/ONT) for the duration of the subscription

All services are subject to availability in your specific area. Listing a city or area on our website does not guarantee service availability at every address within that area.

Eligibility and Account

3.1 Eligibility

You must be at least 18 years of age and legally capable of entering into a binding contract to subscribe to our services. By subscribing, you represent that you meet these requirements.

3.2 KYC Requirements

As required by applicable telecom regulations, you must provide valid identity proof and address proof before activation. We reserve the right to refuse or terminate service if KYC requirements are not met.

3.3 Account Responsibility

You are responsible for all activities conducted through your broadband connection. You must not share your connection credentials with unauthorised persons or allow others to use your connection in violation of these Terms.

Charges and Payment

4.1 Pricing

Monthly charges are as displayed on our Plans & Pricing page. All prices are exclusive of GST (18%), which will be added to your invoice.

4.2 Additional Charges

The following one-time charges may apply: installation fee (₹500–₹1,500, may be waived on annual plans) and a refundable security deposit (₹500–₹1,000). All charges are communicated and confirmed before installation.

4.3 Payment Terms

Monthly invoices are generated at the start of each billing cycle. Payment is due within 7 days of invoice generation. We accept UPI, net banking, debit/credit cards, and other available methods.

4.4 Late Payment

If payment is not received within 15 days of the due date, we may temporarily suspend your service. Service is restored promptly upon payment of outstanding dues. We reserve the right to charge a reconnection fee for suspended accounts.

Fair Usage Policy (FUP)

Plans marked as "Unlimited*" are subject to our Fair Usage Policy. You receive high-speed data up to the FUP threshold specified for your plan. After exceeding the FUP threshold, your connection speed may be reduced for the remainder of the billing cycle. Your internet connection will NOT be disconnected — only the speed may be reduced.

FUP thresholds and reduced speeds are specified in your plan details and communicated before installation. We reserve the right to revise FUP thresholds with 30 days' prior notice.

Acceptable Use

You agree to use our services only for lawful purposes and in accordance with our Acceptable Use Policy. You must not use our services to:

• Access, transmit, or distribute illegal content under Indian law
• Engage in network abuse, hacking, or denial-of-service attacks
• Send spam or unsolicited bulk communications
• Distribute malware or engage in any activity that compromises network security
• Infringe on intellectual property rights
• Resell or redistribute your internet connection without our written consent

Violation of the Acceptable Use Policy may result in immediate service suspension or termination without refund.

Equipment

Equipment provided by TrueNet (router, ONT, cables) remains the property of TrueNet at all times. You are responsible for the safe custody of the equipment. You must return all equipment in working condition upon cancellation. Damage caused by misuse, negligence, or electrical surges may result in replacement charges. Tampering with or modifying TrueNet equipment is strictly prohibited.

Service Levels and Liability

8.1 Uptime

We aim to provide reliable service but do not guarantee uninterrupted or error-free connectivity. Planned maintenance, network upgrades, and circumstances beyond our control (force majeure) may cause temporary service interruptions.

8.2 Speed

All advertised speeds are "up to" speeds representing the maximum potential under optimal conditions. Actual speeds may vary based on network conditions, distance from network nodes, device capability, and other factors.

8.3 Limitation of Liability

To the maximum extent permitted by applicable law, TrueNet shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of or inability to use our services. Our total liability shall not exceed the amount paid by you for services in the preceding 3 months.

Cancellation and Termination

9.1 Cancellation by Subscriber

You may cancel your subscription at any time by providing 15 days' written notice via phone, WhatsApp, or email. Service continues normally during the notice period. Refundable security deposits are returned within 30 working days after equipment is returned and outstanding dues are cleared.

9.2 Termination by TrueNet

We may terminate or suspend your service immediately for: violation of these Terms or the Acceptable Use Policy, non-payment of dues, provision of false information during KYC, or any activity that poses a risk to our network or other customers.

9.3 Cooling-Off Period

New subscribers have a 7-day cooling-off period from activation. If you cancel within this period, you will only be charged for actual days of service used. Installation charges may be partially refunded at our discretion.

Governing Law and Disputes

These Terms shall be governed by and construed in accordance with the laws of India. Any disputes arising from these Terms or our services shall be subject to the exclusive jurisdiction of the courts in Jaipur, Rajasthan, India.

We encourage you to contact us first to resolve any disputes amicably. For formal grievances, please contact our Grievance Officer at support@truenet.site. We acknowledge all complaints within 24 hours and aim to resolve them within 30 days.

Miscellaneous

Entire Agreement: These Terms, together with our Privacy Policy, Acceptable Use Policy, and other policies referenced herein, constitute the entire agreement between you and TrueNet regarding our services.

Severability: If any provision of these Terms is found to be unenforceable, the remaining provisions shall continue in full force and effect.

Waiver: Our failure to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision.

Assignment: You may not assign your rights or obligations under these Terms without our prior written consent. We may assign our rights and obligations without restriction.