FiberHome Terms and Conditions

The terms and conditions listed below are subject to change. We may change any terms, conditions, rates, fees, expenses, or charges regarding CUSTOMER’s Service at any time. We also reserve the right to modify or discontinue the Service, temporarily or permanently. We will provide CUSTOMER with notice of material changes via CUSTOMER’s registered account e-mail address.

Residential Use Only: Unless otherwise permitted by Izone in writing, Izone Home Package is only available to customers for residential use and shall not be resold or used for business purpose. Izone reserves the right to terminate service if the CUSTOMER is found doing so. Izone does not allow billing in company name for residential packages.
Residential Use Only: Unless otherwise permitted by Izone in writing, Izone Home Package is only available to customers for residential use and shall not be resold or used for business purpose. Izone reserves the right to terminate service if the CUSTOMER is found doing so. Izone does not allow billing in company name for residential packages.
authorized representative. CUSTOMER must submit (i) If an individual, a copy of Citizenship/Passport/Driving Licence and two recent passport size photos (ii) if an institution, a copy of Company Registration and PAN/VAT Registration. CUSTOMER confirms that all information provided to Izone is accurate including name, address and documents submitted. CUSTOMER is responsible for keeping all registration data accurate and must contact Izone to update any changes with supporting documentation.
IP Address: Unless otherwise specified, Izone Home Internet packages is provided with Private IP.
Izone exercises no control whatsoever over the content of the information passing through its network. Izone makes no warranties of any kind, whether expressed or implied, for the service it is providing. Izone also disclaims any warranty of merchantability or fitness for a particular purpose. Izone will not be responsible for any damage CUSTOMER suffers. This includes loss of data resulting from delays, non-deliveries, miss-deliveries, or service interruptions caused by its own negligence or CUSTOMER’s errors or omissions. Use of any information obtained by Izone’s network is at CUSTOMER’s own risk. Izone specifically denies any responsibility for the accuracy or quality of information obtained through its services.
No Resale: The CUSTOMER should not resell or re-distribute internet services without written permission from Izone. The link can only be used for CUSTOMER’s usage and cannot be provided for use to any other individual/s or party/ies. Izone shall not be held responsible for anyway if there are any unlawful activities of customers of CUSTOMER. Any consequences resulting from redistribution/illegal use shall be borne by CUSTOMER. Izone reserves the right to deny or terminate service immediately if the same is found.
The CUSTOMER have to abide by the Rules and Regulations of the Government of Nepal. If the CUSTOMER is found to be involved in activities that violates the rules, the service shall be terminated immediately without any prior notice. The CUSTOMER shall be solely responsible for such violations.
Operational Limits/Force Majeure: Neither party shall be liable to the other under this Agreement for any failure in performance that is due to causes beyond its reasonable control, including, but not limited to, acts of nature, governmental actions, fires, and civil disturbances, interruption of power or transportation problems.
Izone is committed to providing reliable and high quality internet connectivity to the CUSTOMER. The link shall be provided 24 hours. Izone makes no warranties or representations that any Service will be uninterrupted or error-free. The CUSTOMER accepts all Services provided hereunder “as is” without warranty of any kind.
Speed: Izone guarantees latency and speed within its own backbone and access network through direct-wired connection only. The speed CUSTOMER have signed up to is the optimum network speed under normal operating conditions. Actual speeds could be less due to factors like upstream provider constraints, internet site specific issues, line quality & length, exchange type, quality of wireless device, distance from server, customer premises interference, traffic, number of device/users, customer device performance, hardware and software. Izone’s service is designed to provide CUSTOMER with the highest speed available from the network at any given point in time, subject to the factors including but not limited to the above that may not be directly controllable by Izone.
Izone has a strict no refund policy for payments other than the deposit amount collected for devices provided to the CUSTOMER.
This policy is applicable to all of Izones’s internet plans. This policy is aimed to ensure izone is able to provide quality internet services to all our customers, and no customers are disadvantaged by the behaviour of others. If CUSTOMER uses Izone’s services to what is deemed to be unreasonable, Izone reserves the right to significantly reduce internet speed without notice as well as restrict or terminate the service without notice if necessary. We consider unreasonable unlimited internet use to occur when usage activity adversely affects any part of Izone’s network, adversely affects our ability to provide our services or adversely affects the ability of other Izone customers to use a service.

Internet package price is inclusive of Telecommunication Service Charge and Basic Support Service charge. Basic Support charge consists of 24×7 phone support and service maintenance up to Client Optical Termination Box.
Payment: The service is pre-paid. Payment for the package subscribed must be made in full before service can be used. Non-payment will result in automatic service suspension until full-payment is received.
Package Expiry: If the CUSTOMER fails to renew the service before its expiration, Izone has the right to automatically discontinue the service without prior notice.
Package Disable: If the CUSTOMER has any unpaid bills of Izone, and has exceeded the grace days provided to pay the bills, Izone will disable the service of the customer.
Data usage: Data usage will be calculated via the cumulative sum of total data usage, upload and download. Unused data will not be carried over to next renewal.
Service Transfer: The service provided is for exclusive use by CUSTOMER and it may not be assigned, transferred or shared with any other without prior written consent of Izone and the receiving party. Service Transfer charges will be applicable as per company policy.
Pausing Service: Izone will not hold the account of the CUSTOMER in the service duration and is not liable to reimburse the amount of unused service at any later date.
Service Termination: If CUSTOMER does not renew package for more than 2 weeks after current package expiration, Izone reserves the right to terminate the service and disconnect physical fiber connection.
Relocation Policy: Relocation of service is subject to Izone’s fiber network coverage and availability. CUSTOMER shall provide at least 15 working days prior notice for relocation. Relocation charges will apply as per company’s current policy.

On-site Support: On-site support, if deemed necessary, shall be attended within 48 hours. Charges may apply for on-site support as per company policy.
Additional charges may apply as per company policy for equipment/parts, last mile fiber cable and accessory replacements. Non-payment of such charges may result in disconnection of the CUSTOMER’s Internet service.
Service Demarcation Point: Service demarcation point is the ONU Device provided by Izone. Izone shall be responsible for internet connectivity up to the Service Demarcation Point only.
Installation/Setup: Izone shall provide one time setup and primary router configuration service. Internal networking will not be the responsibility of Izone.