Terms of Service

1. Acceptance of Terms

By subscribing to Home Fibre Internet Solutions services or using our website at www.homefibre.co.ke, you agree to be bound by these Terms of Service. If you do not agree with any part of these terms, please do not use our services.

2. Services Provided

Home Fibre Internet Solutions provides the following services to residential and business customers in Kenya:

• High-speed fibre and wireless (Wimax) internet connectivity with unlimited data.
• CCTV and IP camera installation and configuration.
• TV wall mounting and smart home installation services.
• Wi-Fi hotspot setup, SDN/WAN networking, and IP VPN solutions.
• Technical support and maintenance services.

3. Subscription and Billing

• Package Selection: Customers choose a package based on speed and pricing. All prices are in Kenyan Shillings (Ksh) and are billed monthly.
• Free Equipment: A free Wi-Fi router is provided with every internet package. The router remains the property of Home Fibre Internet Solutions and must be returned upon service termination.
• Free Installation: Standard installation is provided at no cost. Non-standard installations (e.g., extra cabling, pole mounting) may incur additional charges.
• Payment: Monthly subscriptions are payable in advance via M-Pesa paybill or card payment. Payments must be made on or before the due date to avoid service suspension.
• Late Payment: Services may be suspended if payment is not received within 3 days of the due date. Reconnection is automatic upon payment.

4. Fair Usage Policy

All packages include unlimited data usage. However, we operate a Fair Usage Policy to ensure all customers enjoy consistent service quality:

• Excessive continuous bandwidth usage that negatively impacts other users on the same network node may result in temporary traffic management measures.
• Prohibited activities include: running servers for commercial purposes on home packages, excessive peer-to-peer file sharing, and any illegal data transmission.
• Business and corporate customers on Wimax packages may run servers and use port forwarding as included in their package features.

5. Service Availability

• We strive to maintain 99.5% uptime. However, service interruptions may occur due to maintenance, fibre cuts, power outages, or circumstances beyond our control.
• We do not guarantee uninterrupted service and are not liable for losses resulting from service interruptions.
• Scheduled maintenance is conducted during off-peak hours with advance notice where possible.
• Customers experiencing outages should report via our support channels for prompt resolution.

6. Installation and Equipment

• Installation is typically completed within 24–48 hours of order confirmation, subject to area coverage and site access.
• Customers must provide safe access to the installation site and ensure someone is available during the scheduled installation time.
• Equipment provided (router, ONT, cables) must be used in accordance with our guidelines. Damage caused by misuse may incur replacement charges.
• CCTV cameras, mounts, and NVR/DVR equipment purchased by the customer become the customer's property. Equipment provided on lease remains ours.

7. Customer Responsibilities

• Provide accurate personal and contact information at the time of subscription.
• Use the service in compliance with all applicable Kenyan laws and regulations.
• Not resell, share, or redistribute the service to third parties without authorisation.
• Not attempt to tamper with, modify, or reverse-engineer any provided equipment.
• Report any service issues or equipment faults promptly through our support channels.

8. Termination

• Customers may terminate service at any time by providing 7 days' written notice and returning all leased equipment in good condition.
• We reserve the right to terminate service for violation of these Terms, non-payment, or fraudulent activity.
• Upon termination, all leased equipment must be returned within 14 days. Failure to return equipment will result in replacement charges.

9. Limitation of Liability

Home Fibre Internet Solutions shall not be liable for any indirect, incidental, special, or consequential damages arising from the use of our services, including but not limited to loss of data, loss of business, or loss of profits. Our total liability shall not exceed the monthly subscription fee paid by the customer in the month the liability arises.

10. Privacy

Our handling of your personal data is governed by our Privacy Policy, which is available at /privacy and incorporated herein by reference.

11. Modifications

We reserve the right to modify these Terms of Service at any time. Updated terms will be posted on our website. Continued use of our services after changes constitutes acceptance of the revised terms. We will notify customers of significant changes via email or SMS where practicable.

12. Governing Law

These Terms of Service are governed by the laws of the Republic of Kenya. Any disputes arising from these terms or our services shall be resolved in the courts of Kenya.

13. Contact

For questions about these Terms of Service, please contact us:

• Email: info@homefibre.co.ke
• Phone: +254 721 270797
• Address: Westlands Office Park, Ring Road Westlands, Nairobi, Kenya