Question 1

Terms & Usage

Accepted Answer

A. General: The terms used but not defined in this document shall have the same meaning as assigned to them in the General Terms and Conditions.
B. Plans: The Company offers a range of pre-paid Subscriptions/Plans for its Users. The varied Subscriptions/Plans, add-ons, and other services offered by the Company shall have correspondingly different compositions and charges, all of which shall be subject to change by the Company from time to time but within the overall applicable guidelines and norms. The Subscriptions / Plans offered by the Company differ from time to time and area to area. The Company does not guarantee the availability of any such Subscriptions / Plans and may discontinue these without prior intimation to the User. The Subscription / Plans offered by the Company are subject to the following terms and conditions:
i. The User shall have the option to choose from a set of pre-determined pre-paid plans offered by the Company, based on their data requirements.
ii. The User shall have to make advance payment in case of all pre-paid plans and the service shall be activated by the Company only pursuant to receipt of all the charges towards the Subscription/Plan opted for.
iii. The Company may offer different plans and pricing for different durations, viz. 1 month, 3 months, 6 months. 1 year etc. However, the billing cycle for each will be monthly irrespective of the total duration of the plan.
iv. For each billing cycle, the Company shall provide an invoice against the pro rata monthly charges paid by the User and the invoice shall be sent on the registered email address provided by the User. The Company shall not be responsible for non-receipt of invoice and in such an event, the User shall be under an obligation to enquire about the invoice and clear any pending charges / dues as per the timelines specified therein.
v. Unless specifically agreed otherwise by the Company, the User shall not have the option to carry forward the unused quota of the data available in one billing cycle under any Subscription/Plan, to the successive billing cycle.
vi. The User shall be required to either renew their existing Subscription/Plan (if the same is being offered on the date of renewal) or subscribe to a fresh Subscription/Plan, by making payment of the necessary charges before the expiry of their current Subscription / Plan, so as to enjoy continued provision of services.
vii. Each renewal of the Subscription/Plan shall constitute a separate Service Contract Period.
viii. The Company shall have the right to terminate the services at the end of the Subscription/Plan availed by the User, without offering any option for renewal.
ix. The details of the Subscriptions / Plans on offer by the Company shall be communicated to any prospective User upon an enquiry made in this regard.
C: Equipment Costs and Refund:
i. The Company may, at its option, provide a Wi-Fi router/ONU Device or any other Equipment which is necessary for provision of the services and install the same at the User’s premises.
ii. For Subscriptions / Plans having a tenure of less than 1 year, the Company shall collect Security, i.e. an interest-free deposit of Rs. 2,000/- from the User towards provision of such Wi-Fi router / ONU Device /Equipment. Such interest-free deposit shall be refunded to the User upon return of the said Wi-Fi router / ONU Device /Equipment in good working condition, within the period of 1 year from the date of installation thereof at the User’s premises. The discretion of the Company in relation to what constitutes ‘good working condition’ shall be final and conclusive. During the period of 1 year, the Company shall have sole and exclusive ownership and right over the said Wi-Fi router / ONU Device /Equipment provided by the Company.  The User shall have no right to pledge, sell, mortgage, give away, remove, relocate, alter or tamper with the said Wi-Fi router / ONU Device /Equipment.
iii. If the User retains such Wi-Fi router / ONU Device /Equipment beyond a period of 1 year from the date of installation, whether on account of successive renewal of Subscription / Plans or for any other reason whatsoever, the ownership of such Wi-Fi router / ONU Device /Equipment shall stand transferred to the User, and the interest-free deposit of Rs. 2,000/- shall be utilized towards the cost of such Wi-Fi router / ONU Device /Equipment. It is clarified that in such cases, the User shall not be entitled to claim any refund of the interest-free deposit from the Company.
iv. For Subscriptions / Plans having a tenure of more than 1 year, the cost of the Wi-Fi router / ONU Device /Equipment shall be included in the cost of such Subscriptions / Plans. However, the Company shall have no obligation to replace or repair such Wi-Fi router / ONU Device /Equipment in case of any malfunction or defect, unless such malfunction or defect is in the nature of a manufacturing defect which has been raised within the warranty period of such Wi-Fi router / ONU Device / Equipment.
v. Notwithstanding anything stated hereinabove, in case the Wi-Fi router / ONU Device / Equipment provided by the Company is stolen, removed, altered or tampered with while it is installed at the User’s Premises, the Company shall not be responsible towards the same. In such cases, the Company shall have no obligation to repair / replace such Wi-Fi router / ONU Device / Equipment, or to refund the Security Deposit paid by the User.
vi. In all such cases of theft / removal / alteration / tampering, the User is obligated to notify the Company within 3 (three) business days of the happening of any of the aforesaid events, failing which the User shall be liable to indemnify the Company for any unauthorized use of the said Wi-Fi router / ONU Device / Equipment.
D: Services and Discounts: The Company reserves its right to run discounts/promotions on the various Subscriptions/Plans offered to the User. The Company shall have the right to discontinue all such discounts/promotions or alter the discounts/promotions being run by it without prior intimation to the User.
E: Refund Policy:
i. The Company shall not be under an obligation to refund to the User any amount paid towards the services availed by the User under any Subscription/Plan offered by the Company.
ii. The Company shall not be under any obligation to transfer / appropriate the amount received from the User against a particular Subscription/Plan to another Subscription/Plan.
iii. For policy regarding refund of interest-free security deposit, refer “C. Equipment Costs and Refund”
F: General
i. The above policy applies to all Users other than the Corporate Internet Leased Line Users (“CILL Users”). In relation to CILL Users, the Company may customize the terms, policies and plans as per its discretion. The terms set out in the Subscription Form or any other document executed with such CILL Users shall override these terms to the extent that they are contradictory to what has been stated herein. However, in relation to all such matters which are not specifically covered by the Subscription Form or any other document executed with such CILL Users, the terms set out herein shall apply to CILL Users mutatis mutandis.
ii. The Company shall have the right to cancel / terminate / refuse renewal of any Subscription / Plan to any User, if the Company is of the opinion that such User is in violation of any of the terms and conditions of the Agreement, or any other rules, regulations, laws in force.
iii. The Company reserves its rights to modify any terms of this policy without prior intimation or notice.
iv. The Company further reserves its rights to offer any exemption / waiver to any specific User in relation to the terms of this policy, as the Company may deem fit, on a case to case basis.

Question 2

Privacy Policy

Accepted Answer

The Company is committed to protecting the privacy of our Users. The personal information and data provided by the Users shall be collected, stored, processed and safeguarded by the Company in the manner set out hereinafter:
A. Collection of personal information and data: By subscribing to the services of the Company, the Users consent to the Company collecting the personal information and data belonging to its Users. The data so collected by the Company, at all times, shall be subject to the laws of India, more particularly The Digital Personal Data Protection Act, 2023 (“Act”) and the rules made thereunder and/or any modification/amendment thereof from time to time. For the purpose of this policy, the terms “data” and “personal data” shall carry the same meaning as provided under the Act.
B. Use of personal information and data: The Company shall use the personal information and data in the following manner and for the following purposes:
i. The personal information and data including but not limited to the name, address, email address, phone number etc. provided by the User at the time of registration, shall be stored and processed by the Company for the provision of services, internal assessment, conduct of the Company’s business and enhancing the experience of the Users.
ii. The Company may also use such information for responding to User enquiries, providing customer support, sending updates, newsletters, marketing communications, and promotional material and complying with legal obligations.
iii. The information so provided by the Users may be shared by the Company with third parties engaged by the Company for provision of services and conduct of its business. Adequate safeguards shall be maintained by the Company for secured transmission and sharing of personal information and data with the third parties.
iv. The Company assures its Users that it shall not share or process the personal data of its Users with unaffiliated third parties.
v. The Company shall, if so, directed by the Government or any statutory body, or in order to comply with any provision of law, without the prior consent of the User, share the personal information and data for the purpose of verification of identity or for prevention, detection, investigation including but not limited to cyber incidents, prosecution, and punishment for offences.
C. Proper disclosure of personal information and data: The Users shall be under an obligation to not to suppress any material information from the Company or provide false personal information or data to the Company. In the event the information so provided by the User is found to be false, the Company shall provide an opportunity to the User to rectify the same and upon failure to do so within the prescribed period, shall have the right to terminate the services of the User.
D. Data Security: The Company shall at all times endeavor to protect the personal information and data of the Users. The Company shall implement appropriate technical and organizational measures to ensure the safe storage of the User’s personal information and data. However, the Company shall not be responsible for breach of data when such breach arises due to unlawful, illegal and malicious acts of third parties including but not limited to hacking, virus disseminations, force majeure events, breaches of firewall and secure server software etc.
E. Correction or withdrawal of personal information and data: The User shall have the option to request the Company to rectify or update the personal information and data. Additionally, the User shall also have the option to request the Company to erase and remove the personal information and data so provided for the provision of services. In case, where the User requests for erasure or removal of the personal information and data, the Company shall have the right to discontinue the services for which the said information was sought. Such request for removal of personal information and data shall at all times be subject to the compliance with applicable laws and rules thereunder.
F. Collection and Usage of Non-personal Information: Notwithstanding anything stated above, the Company may also collect, use, store and analyze certain non-personal information that does not personally identify the User. Such non-personal information may include unique system or hardware identifiers, system or application software, and peripherals. The Company may use the said non-personal information to provide and improve the Subscription / Plans offered by the Company and services therein, facilitate the provision of software updates, product support and other services to the User and to verify compliance with the terms of this Policy, the Agreement between the User and the Company and any other laws prevailing in India.
G. Modification: The Company reserves the right to modify its privacy policy and update such changes directly on its website without prior information to individual Users. The User may periodically visit the Company’s website to be informed of how the Company is committed to protecting the personal information and processing the same in order to ensure continued provision of services and enhanced user experience.

Question 3

Terms & Conditions

Accepted Answer

General Terms and Conditions 
A. Disclaimer: This document lays down the terms and conditions under which (i) Five Networks Solution India Limited (collectively, “the Company”) shall provide its services and sets out its obligations under the various subscriptions/plans offered by the Company. By availing the Company’s services, the user acknowledges and agrees to abide by the terms and conditions set out hereinafter. The user acknowledges and accepts that the Company without prior intimation to the user, reserves its right to update or modify these terms and conditions as is necessary and the changes so made shall be deemed to have been accepted by the user. 
B. Definitions: 
i. “Agreement” unless otherwise provided, means the subscription form read with the general terms and conditions, terms of usage and privacy policy set out by the Company. 
ii. “Applicable law” means any law enacted by the Central and/or State Governments and any amendment or repeal thereof from time to time and shall also include the rules, regulations, notifications and guidelines as issued by the Central/State Government or authorities from time to time. 
iii. “Business day” means a day on which the Company’s office shall remain operational, but does not include weekends and Company declared holidays. 
iv. “Billing cycle” means a period of 30 days or multiples thereof from the commencement date for which any subscription/plan offered by the Company shall remain active subject to the payment of requisite charges by the user. 
v. “Charges” means all payments towards the subscription/plan purchased by the user and includes amount payable towards registration, testing and installation, network service/feature change, transfer /shifting, reconnection and security deposit and all other fees, rates, taxes, levies, penalties and fines as may be applicable in respect of the subscription/plan purchased by the user. 
vi. “Commencement date” means the date on which the subscription/plan purchased by the user shall stand activated. 
vii. “Company” shall mean Five Networks and Solutions India Limited 
viii. “Confidential Information” means information including but not limited to personal information of the user, technical or business information of the Company, information disclosed under the subscription availed by the user, or any information designated as being confidential either expressly or which by its nature or circumstances of its disclosure is confidential. 
ix. “Due date” means the date by which the user shall be liable to make payment of the fees/charges against the subscription/plan purchased by the user. 
x. “Equipment” means modem, routers, batteries, connector, cable or any other hardware equipment or accessory provided by the Company or any of its affiliates under the subscription/plan purchased by the user. 
xi. “License” shall mean the license granted by Department of Telecommunication to the Company to provide and operate Internet Services. 
xii. “Network” shall mean Company’s telecommunications network through which Services are made available. 
xiii. “Security” means cash interest free deposit paid / to be paid by the User, against the provision of any Equipment or otherwise, for an amount determined by the Company under the Subscription/Plan purchased by the User, in accordance with the terms and conditions of the Agreement between the User and the Company. 
xiv. “Subscription / Plan” means the terms of offer of the services provided by the Company. 
xv. “Service” shall mean the Service subscribed to, by the user as indicated in the subscription form. 
xvi. “Service Contract Period” shall mean the period from the Commencement date of the Subscription/Plan availed by the Subscriber till the end of its validity/subscription, or prior termination thereof by the Company for default in payment or any other default of any terms and conditions of the Agreement. 
xvii. “User” / “Subscriber” shall mean any person, association of persons, company, proprietary concern, partnership firm or any other entity that has subscribed for the Services under the subscription form and includes their respective heirs, executors, administrators, successors, permitted assigns, holding, subsidiary and group companies and sister concerns.. 
C. Rights and Obligations of the company 
i. In performing its obligations under this Agreement, the Company shall at all times exercise reasonable skill and care of a telecommunications service provider and will ensure that it complies with the Applicable Law while provisioning the Services.ii. The Company makes no express or implied warranties, guarantees, representations or undertakings whatsoever regarding the provision of internet services, equipment etc. unless the same is expressly mentioned hereinafter. 
iii. The Company shall not be liable for any act of commission or omission of any third party/ supplier/ manufacturer / agency/ company offering any privilege or benefits to Subscriber without express permission or authority of the Company with reference to the Service or Equipment. 
iv. Assignment: The Company reserves the right to transfer or assign and /or delegate any and all or part of its rights and obligations hereunder (a) to any person / entity / subcontractor / licensee, (b) pursuant to any sale or transfer of all or a substantial portion of the assets or business of the Company, or (c) pursuant to any financing, merger, or re-organization of the Company, or (d) in its business/commercial interests and in line with Applicable Law. Such transfer/ assignment shall release the Company from all liabilities under the Agreement. 
v. Disclosure: Privacy of communication is subject to Applicable Law and the terms of the License. The Company may be required to disclose any information or particulars pertaining to the Subscriber to any Authority, including but not limited to any security agencies and reserves the right to comply with the directions of such Authorities at its discretion and without intimating the Subscriber.vi. Verification and Credit Check: The Company reserves the right to seek / verify particulars provided by the Subscriber to the Company, in any manner without notice or intimation and reserves the right to reject any Subscriber / User, for reasons including lack of technical feasibility, incorrect particulars provided by Subscriber or failure to furnish the same, and without any obligation to disclose such reasons or liability. Any information provided by a prospective Subscriber and/or gathered by the Company shall become the Company’s property even if the Subscriber / User is rejected and such information will be retained by the Company in case of termination or discontinuance of the Service. 
vii. The Company reserves the right to refuse any request by the Subscriber to transfer / relocate the Subscription / Equipment to an alternate premises and is not obliged to furnish any reasons for such refusal. In case Company consents to such transfer/ relocation of Subscription / Equipment, the Subscriber shall furnish fresh particulars with respect to the new premises and pay all Charges to the Company in respect of the transfer relocation. 
viii. The Company shall not be liable for delays, interruptions or fluctuations arising with respect to the internet services availed by the user, that arise due to circumstances beyond the control of the Company, including but not limited to natural disasters, power interruptions, third party network disruptions, hardware malfunction etc. 
ix. The Company shall not be liable to the user or any person, firm, body corporate claiming through, under or in trust of the user for any direct or indirect loss or damages including but not limited to loss of revenue, loss of business, loss of profits, goodwill, costs etc. due to transmission limitations or errors like delays, interruptions, fluctuations or defects in the network that arise due to circumstances beyond the control of the Company, including but not limited to natural disasters, power interruptions, third party network disruptions, hardware malfunction. 
x. The Company shall maintain and implement reasonable standards of security to protect and safeguard the user information, data and network security. However, the Company shall not be liable or held accountable for unauthorized access or data breaches arising out of hacking attempts, security breaches or unlawful actions of third parties. 
xi. The network speed offered by the Company under the various subscriptions/plans is the maximum speed for which the User is entitled. The Company does not hold out any assurance that the said speed shall be maintained at all times and specifically provides that the same may vary depending upon the network congestion, technical reasons or any other unavoidable circumstances beyond the control of the Company for which the Company shall not be held liable. 
xii. The Company shall not be liable for any bona-fide action taken to protect the data/information of its users even if the information on the strength of which it has taken any action is later discovered to be unfounded or false. 
xiii. Suspension. The Company may, at its sole discretion and without prejudice to any other right which it might have to terminate the Service, elect to suspend forthwith the provision of a Service until further notice if: 
a. The Company is entitled to issue a notice to terminate or to otherwise terminate a Service pursuant to force majeure condition. The Company is obligated to do so in order to comply with Applicable Law. 
c. The Company needs to carry out emergency or planned works, any maintenance activity and/or planned outages to the Network or Service Equipment. The Company has reasonable grounds to believe that the Service is being used fraudulently, illegally or in association with illegal activities or otherwise not in accordance with any Applicable Law; ore. The Company has reasonable grounds to believe that Subscriber will not or is unable to pay any Charges that is due or is to fall due to the Company. 
D. Undertakings: 
i. The User undertakes not to use the Services offered by the Company for engaging in any form of unauthorized and/or unlawful activities. The User also undertakes not to use the Services offered by the Company for creating, hosting, displaying, uploading, downloading, modifying, publishing, sending or receiving any form of prohibited or objectionable content, including but not limited to: 
a. belongs to another person and to which the subscriber does not have any right to; 
b. is grossly harmful, harassing, blasphemous, defamatory, obscene, pornographic, pedophilic, libelous, invasive of another’s privacy, hateful, or racially, ethnically objectionable, disparaging, relating or encouraging money laundering or gambling, or otherwise unlawful in any manner whatever; 
c. harm minors in any way; 
d. infringes any patent, trademark, copyright or other proprietary rights; 
e. violates any law for the time being in force; 
f. deceives or misleads the addressee about the origin of such messages or communicates any information which is grossly offensive or menacing in nature; 
g. impersonate another person; 
h. contains software viruses or any other computer code, files or programs designed to interrupt, destroy or limit the functionality of any computer resource; 
i. threatens the unity, integrity, defense, security or sovereignty of India, friendly relations with foreign states, or public order or causes incitement to the commission of any cognizable offence or prevents investigation of any offence or is insulting any other nation; 
ii. The User undertakes to comply with the existing laws, rules and regulations and any/all amendments thereof and undertakes to refrain from engaging in illegal activities, distributing malware, hacking etc. 
iii. The User undertakes the responsibility to maintain the security of their/its account credentials. 
iv. The User undertakes not to interfere with the Company’s network systems or services so as to circumvent the security measures put in place by the Company. 
v. The User undertakes not to meddle with any software or equipment provided by the Company and refrain from connecting any unauthorized devices with to the Company’s network. 
vi. The User undertakes to provide to the Company, its agents or nominees free access to its Premises to remove the Equipment in case of termination, discontinuation or suspension of the Service. 
vii. The User agrees and consents to receive SMS communication from the Company irrespective of its mobile number registration under National Do Not Call (NDNC) registry. The Company or its SMS service provider/partners will not be liable for any legal or monetary arising out of these regulations. 
viii. The User agrees to indemnify the Company against all actual and direct costs, damages, claims (monetary or otherwise) and/or any other expenses that may have to be incurred by the Company, due to the breach by the User of any undertakings, obligations, liabilities of the User, as set out herein or in the Agreement. 
E. Intellectual Property Rights 
i. The Company confirms that all corporate names, service marks, logos, trade names, trademarks, websites and domain names (collectively the “Company Marks”) in respect of the Service and Equipment are and shall always remain the exclusive property of the Company / its affiliates and nothing in this Agreement shall grant the Subscriber the license to use, reproduce, or commercially exploit such Company Marks for any purpose. The Company confirms that all other intellectual property rights such as copyrights, patents or designs whether registered or not, that exist in any software, hardware or firmware provided along with Service or Equipment and all proprietary information, trade secrets and know how (collectively the “Company IPR”) in respect of the Service, and Equipment are the exclusive property of, or are provided to Subscriber under valid licenses by, the Company and/or its Affiliates(s) under the Applicable Laws. 
ii. The Subscriber undertakes not to copy, reproduce, modify, decompile or reverse engineer any software, hardware or firmware in the Equipment in any manner whatsoever. 
F. Dispute Resolution: In accordance with the Telecom Consumer Complaints Redressal Regulations, 2012 the Company has established a two-tier grievance redressal mechanism to facilitate easy resolution of User grievances in the following manner: 
i. In order to raise a grievance with respect to the services provide by the Company, the User can contact the Company’s Complaint Centre by (i) giving a Missed Call on 1800 3157 444; (ii) calling the Company on +91-22-68366836 (24×7); and also (iii) via WhatsApp message on +91 8657687542 (Only Business Hours). 
ii. Upon receipt of the complaint, the Complaint Centre shall register the same and allot a docket number to the said complaint. The docket number so allotted shall be communicated to the User along-with a tentative time frame for resolution of the complaint. Upon resolution of the complaint, the same shall be communicated to the User. 
iii. In case where the User is not satisfied with the resolution of his/its complaint, or the complaint remains unresolved, the User may prefer an appeal to the Appellate Authority set-up in this behalf. Such appeal may be preferred either directly to the Appellate Authority through email or post or in person or can be registered through the Toll-Free number of the Complaint Centre. 
v. The Appellate Authority shall within 10 days from receipt of the complaint resolve the same by passing a reasoned order along with its points for determination and communicate the same to the User. 
vi. In case the User’s grievance is not redressed even after exhausting the two-tier redressal mechanism envisaged hereinabove, an individual User may approach Public Grievance Cell of Department of Telecommunications (DoT), 607, Mahanagar Door Sanchar Bhawan, Old Minto Road, J. L. Nehru Marg, New Delhi 110002 along with all documentary evidence(s) for non-redressal of his/its grievance. The User may submit his/its grievance in the form and manner as provided on the website of the department i.e., Public Grievances | Department of Telecommunications | Ministry of Communication | Government of India (dot.gov.in). Such an attempt by the User to seek redressal of his/its grievance shall be without prejudice to his/its right to approach an appropriate court of law. 
vii. In case the User is not satisfied with the resolution of his/its complaint, the User is free to approach an appropriate court of law/ any other appropriate forum for resolution of the grievance, subject to the Jurisdiction clause below. 
G. Jurisdiction: Any dispute between the User and the Company as regards the construction and interpretation of the terms and conditions and performance of the services shall be subject to the exclusive jurisdiction of the courts in Mumbai.

Question 4

Refund & Cancellation

Accepted Answer

All transactions on the fivenetwork.com website, monetary and otherwise, are non-refundable, non-exchangeable and non-reversible, save and except in the event of proven gross negligence on the part of fivenetwork.com or its representatives or in the case of products/services covered by Money Back Guarantee, in which event the user agrees that the user shall only be entitled to a refund of the amount actually paid by the user and actually received by fivenetwork.com with respect to the transaction done by the user.
In the event of refund of the amount to the customer for any reason, the amount will be refunded to the customer on the concerned credit card/debit card/bank account through Internet Payment Gateway process only and no cash refunds will be made.
We reconcile all transactions on our system with Internet Payment Gateway on T+2 working day (excluding Sundays and Holidays) basis. All transactions which have failed and where we have received payment confirmation from the Internet Payment Gateway, a refund will be processed within 7 working days from the date of transaction and a mail will be sent in confirmation. Please note in refund cases, the concerned bank or card issuer may take 7-15 days to post a credit to your account.
This is an automatic process and will be followed in all cases. However, for cases where you have received a success confirmation but the payment is not reflecting in your account with us or any other case, you are welcome to log a complaint by sending an email to contact@fivenetwork.com and we will provide you a quick resolution.

Legal, Regulatory and Policy

Terms & Usage

Privacy Policy

Terms & Conditions

Refund & Cancellation