Terms and conditions

About these terms

These terms apply to the SMS Network website and to the internet service we provide in Chhagalnaiya, Feni. By using the website, or by asking us to connect you, you agree to them. If you do not agree, please do not use the website or order the service.

Our Privacy policy explains how we handle your personal data. Any written order form or subscriber agreement you sign with us also applies. If it conflicts with these terms, the signed agreement prevails.

Using this website

The website gives general information about our packages and coverage. We try to keep it accurate, but prices, packages and coverage can change, and the website is not an offer that binds us. A connection is agreed only when we confirm it with you.

You may use the website for lawful purposes only. Do not try to disrupt it, access it in unauthorised ways, or copy our content, logo or design without our written permission. All content and branding on the site belong to SMS Network.

Packages and prices

Our packages, speeds and prices are published on the packages page. Monthly prices shown include 5% VAT, with the base price listed beside them. Some packages have a one-time installation charge, such as ৳1,000 on Essential 30. Others have none. The charge that applies to you is the one we confirm when you order.

We may change packages and prices. We will give you reasonable notice of a change that affects you, except where the change comes from a law or a regulator’s direction. Changes in VAT or other government charges are passed on.

The speed of a package is the speed we provision for your connection. The speed you actually see can vary with network conditions, your router, your devices, Wi-Fi signal and the websites or services you use.

Getting connected

Service is available only in areas we cover, and only where a connection is technically and practically possible. Listing an area on our website does not guarantee a connection at every address in it.

• You must give us true, complete and current information, including your identity and installation address, and keep it up to date.
• You must be an adult able to enter a contract, or have a parent or guardian do so for you.
• You must give our team safe access to the premises, and you confirm you have the owner or landlord’s permission for the installation where needed.
• We will aim to install within the time we tell you, and will tell you about delays.

Billing and payment

You agree to pay the charges for your package, including VAT and any one-time charges, by the due date we give you. Please keep proof of payment. Bills are based on your package, not on how much you use the connection.

If a bill is overdue, we may suspend or disconnect your service after giving you notice. To reconnect, you must first pay what you owe, and a reconnection charge may apply. If you think a bill is wrong, tell us promptly so we can check it.

Charges you have already paid are not refunded, except where we are at fault, where we agree otherwise in writing, or where the law requires a refund.

Equipment and power

Equipment we install or supply (such as fibre or radio devices, cables and any router we lend you) stays our property unless we agree in writing that you have bought it. Please:

• look after it and keep it safe from damage, theft, water and misuse,
• not move, open, repair or tamper with it without our permission,
• return it in good condition when your service ends, and pay for loss or damage beyond normal wear.

You are responsible for your own devices, in-home wiring and Wi-Fi setup, and for power at your premises, including any backup supply, earthing and surge protection you need.

Acceptable use

You must use the service lawfully and fairly. You must not:

• break any law of Bangladesh, or use the service for illegal content or activity,
• send spam or bulk unsolicited messages, spread malware, or try to break into other systems,
• resell, share or sub-let the service to others outside your household or business without our written permission,
• harm the network or other customers, or use the connection in a way that stops others getting fair service,
• give your connection details to others to misuse them.

You are responsible for what happens on your connection, including use by people in your home or business. We do not control internet content and are not responsible for it. Where the law requires, we will cooperate with the BTRC and law enforcement.

Service availability

We work to keep the service running well, but we do not promise it will be uninterrupted or error-free. Faults, maintenance, upgrades, power cuts, upstream provider problems, weather, civil disturbances and other events outside our control can interrupt service. We will try to give notice of planned maintenance and to fix faults quickly. Report faults to our helpline and we will respond as soon as we reasonably can.

Suspension and ending the service

We may suspend or end your service, with notice where practical, if you do not pay, give false information, break these terms or the law, or put the network or other customers at risk. We may also suspend service when a regulator or authority directs us to.

You may ask to end your service by contacting us. You remain responsible for charges up to the date it ends, and for returning our equipment. Ending the service does not cancel amounts already due.

Our liability

Nothing in these terms limits liability that cannot be limited under the law of Bangladesh. Subject to that, we are not liable for:

• interruptions or slow speeds caused by events outside our reasonable control, other networks, or your own equipment or premises,
• loss of data, profit, business or opportunity, or any indirect or consequential loss,
• content you access or services you use over the internet.

Where we are found liable to you, our liability is limited to the charges you paid for the service during the period affected. You agree to cover losses we suffer because you broke these terms or the law.

Complaints

If something goes wrong, call 09644-252525 (10:00 AM to 8:00 PM) or visit our head office, and tell us what happened. We will look into it and reply as soon as we reasonably can. If we cannot settle it, you may take it to the relevant authority under the laws of Bangladesh.

Changes to these terms

We may update these terms. The date at the top shows the latest version, and for important changes we will notify customers. If you keep using the service or website after a change takes effect, you accept the updated terms.

Governing law

These terms are governed by the laws of Bangladesh. Disputes that we cannot settle directly are subject to the courts of Bangladesh.

Contact us

SMS Network, Bodhuka Community Center (3rd Floor), Near Chhagalnaiya Square Hospital, Chhagalnaiya, Feni. Helpline 09644-252525, 10:00 AM to 8:00 PM.