Terms of Service

1. Introduction and scope

These Terms of Service (“Terms”) are an agreement between you and FortiFiber Networks Private Limited (“FortiFiber”, “Company”, “we”, “us”). They apply to:

• fiber-to-the-home (FTTH) broadband and related access services we provide;
• business broadband, leased-line, and SME connectivity services where we have agreed to provide them;
• use of our public website, customer-facing information, and the support channels we publish; and
• use of customer, partner, and payment portals that we operate or redirect you to, to the extent those portals do not have their own additional terms.

By registering interest, completing installation, creating or using an account, paying for a plan, or continuing to use the Services, you accept these Terms and the related policies linked on this website.

If you do not agree, do not apply for or use the Services. Where a separate written commercial agreement applies to a business or leased-line arrangement, that agreement prevails over these Terms to the extent of any conflict, and these Terms apply to the remainder.

2. Definitions

1. Company / FortiFiber means FortiFiber Networks Private Limited, which operates as FortiFiber Networks.
2. Customer / Subscriber means the person or entity that applies for, is billed for, or is authorised to use the Services.
3. Services means internet access and related connectivity we supply, including FTTH broadband and, where contracted, business or leased-line connectivity.
4. Website means https://fortifibernetworks.in/ and pages we publish under that site.
5. Plan means a published or agreed package of speed, validity, and charges. Current consumer plans are described on the Website and may change from time to time.
6. Validity means the subscription period associated with a Plan, which on the Website may include 1 month, 3 months, 6 months, or 12 months, or such other period as we publish or agree in writing.
7. Customer ID means the identifier we issue or recognise for billing, support, and renewal, including through Quick Pay.
8. Service (singular) means the particular connectivity we activate at a premises or for an account.
9. Equipment means devices we provide for use with the Service (for example a Wi‑Fi router on eligible plans) and any customer-owned devices used with the Service.
10. Network means the fiber access network, electronics, and related systems we use to deliver the Services in our coverage areas.
11. FUP means our Fair Usage Policy, which applies to all Plans.
12. Applicable Law means the laws of India, including telecommunications and consumer laws that apply to internet access services.

3. Eligibility

You must be legally competent to contract under Indian law. If you apply on behalf of a household, business, or other person, you confirm that you are authorised to bind that Customer.

We currently describe consumer and business availability in Warangal and Hanamkonda. Coverage at a specific address is not guaranteed until we confirm feasibility.

We may decline an application where installation is not feasible, information is incomplete or inaccurate, or supplying the Service would be unlawful or impracticable.

4. Registration, information, and account security

1. You must provide accurate contact, premises, and identification details reasonably required to survey, install, bill, and support the Service.
2. You must keep your registered mobile number, email, and other contact details current.
3. You are responsible for safeguarding Customer ID credentials, portal logins, and one-time codes. Notify us promptly if you believe an unauthorised person has used your account.
4. Quick Pay and similar flows may require your Customer ID and registered mobile number. You must not use another person’s identifiers without authority.
5. Activity carried out using your Customer ID, registered number, or premises connection is treated as yours unless you have reported a compromise and we have had a reasonable opportunity to act.

5. Broadband FTTH service

5.1 Nature of the Service

Subject to feasibility, installation, and a valid Plan, we provide FTTH internet access on a best-effort basis. Consumer Plans on the Website are described as including symmetrical upload and download speeds and native IPv6 connectivity, subject to these Terms, the FUP, and technical limits of your premises and devices.

5.2 Feasibility, activation, and availability

Service depends on fiber availability, building access, internal wiring, power, and other local conditions. We may need a site survey. Marketing statements such as typical same-day survey or installation within a few working days are indicative only and are not a guarantee for every address.

Activation occurs when we have completed installation (or confirmed an existing drop) and associated your account with an active Plan. Until then, no Service obligation arises except to consider your request in good faith.

5.3 Maintenance and interruptions

The Network may be interrupted for faults, planned maintenance, third-party damage, power failure, weather, civil works, upstream connectivity issues, or events outside our reasonable control. We will use reasonable efforts to restore Service. Temporary slowdowns or outages do not, by themselves, entitle you to a refund except as required by Applicable Law or as we expressly agree.

6. Plans and pricing

Plan names, speeds, validity options, and charges are those published on the Website at the time you subscribe or renew, or those we confirm to you in writing. These Terms do not reproduce the pricing table. Taxes extra as applicable, as stated on the Website.

Installation charges may apply depending on location, building infrastructure, and fiber availability. We will communicate applicable installation charges before you confirm a paid installation where it is reasonably practicable to do so.

We may change published Plans for new subscriptions and renewals. A change does not automatically rewrite an already-paid Validity period except as permitted by Applicable Law or as stated when you renew.

Business, leased-line, and SME solutions may be quoted separately and are not limited to consumer Plan tables.

7. Speeds

Speeds shown on the Website are best-effort maximum speeds, not a continuous guaranteed throughput. Actual experience can vary due to:

• Fair Usage Policy and reasonable network management;
• the number of devices, Wi‑Fi conditions, and customer-owned equipment;
• in-building wiring, power quality, and placement of the router;
• the remote server, application, or peering path you are using;
• congestion, maintenance, or faults on our Network or on third-party networks; and
• device, operating system, and configuration limits.

We do not warrant that advertised headline speeds will be achieved at all times or for every application. Wi‑Fi performance inside the premises is not the same as the fiber access speed at the optical termination point.

8. Installation, access, and permissions

You must obtain any permissions needed from building owners, residents’ associations, or other occupants for fiber entry, internal routing, and equipment placement. Delays caused by lack of access or permission are not our breach.

You must provide safe access to our technicians at agreed times, a suitable installation location, and stable electrical power for active equipment.

We may suspend or cancel a pending installation if repeated access is refused, the site is unsafe, or feasibility changes after survey.

9. Equipment

On eligible Plans (described on the Website as 3-month and above, unless we state otherwise for a particular offer), we may provide a Wi‑Fi router for use during the active subscription. That router remains the property of FortiFiber Networks and must be returned in reasonable condition when the Service ends, unless we agree otherwise in writing.

We do not claim ownership of routers or other devices that you purchase independently. You are responsible for the security, configuration, and performance of customer-owned equipment.

You must not tamper with, resell, or dispose of Company-owned Equipment. Lost, damaged, or unreturned Company-owned Equipment may result in a recovery charge based on reasonable replacement cost, which we will communicate if it applies.

Optical network equipment at the premises may also be required for the Service. Treat any Company-installed access equipment as Company property unless we tell you otherwise.

10. Acceptable and prohibited use

You must use the Services lawfully and in a manner that does not harm the Network or other users. Without limitation, you must not:

• use the Service for fraud, unauthorised access to systems, distribution of malware, or other criminal activity;
• send or host unlawful, defamatory, or infringing content, or content you are not entitled to transmit;
• resell, share commercially, or operate as an unlicensed public access point using a residential Plan, unless we have agreed a suitable commercial arrangement;
• interfere with Network identifiers, spoof traffic, or attempt to bypass authentication, FUP, or traffic-management measures;
• generate traffic patterns that amount to abuse of a shared access network, as described in the Fair Usage Policy; or
• use the Service in a way that creates an unreasonable security risk to others.

We may investigate suspected misuse and cooperate with lawful requests from competent authorities.

11. Customer responsibilities

1. Pay charges for the selected Plan, applicable taxes, and any agreed installation or recovery amounts.
2. Use the Service only at the authorised premises unless we agree otherwise.
3. Keep end-user devices reasonably secured (passwords, software updates, and Wi‑Fi access controls).
4. Not rely on the Service as the sole path for safety-critical or life-support applications; internet access can fail.
5. Raise faults through our published support channels and provide reasonable assistance for diagnosis.

12. Suspension

We may suspend the Service, in whole or in part, if:

• charges remain unpaid after a Plan expires or a due amount is outstanding;
• we reasonably suspect prohibited use, fraud, or a security incident;
• we are required to do so by Applicable Law or a competent authority;
• continued operation would damage the Network or other customers; or
• we cannot access the premises to remedy a fault that originates there.

Where it is lawful and reasonably practicable, we will notify you of suspension and the steps needed to restore Service. Suspension for non-payment may last until the account is regularised.

13. Termination

You may stop using the Service at the end of a paid Validity period by not renewing, and by returning Company-owned Equipment. You may also request disconnection through our support channels.

We may terminate the Service for material breach, prolonged non-payment, infeasibility of continued supply, or where required by law. Upon termination, your right to use Company-owned Equipment ends and unused Validity is handled as described in the Refund Policy — typically without a blanket refund of an already-activated Plan, except as required by Applicable Law.

Termination does not affect accrued payment obligations or clauses that reasonably survive (including liability, indemnity, and intellectual property).

14. Intellectual property

The FortiFiber Networks name, logos, Website design, and related materials are owned by us or our licensors. You receive no licence except a limited right to use the Website and Services as intended. You must not copy, frame, or misrepresent our brand.

15. Third-party links and portals

The Website may link to customer login, partner login, payment, and messaging services (including WhatsApp). Those destinations may be operated by us or by third parties and may have additional terms. We are not responsible for third-party sites we do not control. Payment completion occurs on the payment portal to which Quick Pay redirects you.

16. Disclaimers

The Services and Website are provided on a best-effort basis. Except for obligations that cannot be excluded under Applicable Law, we disclaim implied warranties of uninterrupted availability, error-free operation, fitness for a particular purpose, and that the Service will be free of congestion or third-party failures.

Website content is informational. Plan availability, coverage, and charges are subject to confirmation. See also our Disclaimer.

17. Limitation of liability

To the maximum extent permitted by Applicable Law:

• we are not liable for indirect, incidental, special, or consequential losses, including lost profits, lost data, business interruption, or failed third-party transactions;
• we are not liable for issues arising from customer-owned equipment, in-building infrastructure we do not control, or your own configuration;
• our aggregate liability arising out of the Service or Website for a claim is limited to the charges you paid to us for the Service during the then-current Validity period in which the event occurred, or, if no such period applies, a reasonable amount not exceeding charges paid for the most recent equivalent period.

Nothing in these Terms excludes liability that cannot legally be excluded, including for fraud or personal injury caused by our negligence where such exclusion is prohibited.

18. Indemnity

You agree to indemnify and hold harmless FortiFiber, its personnel, and authorised partners from claims, losses, and reasonable costs arising from your prohibited use of the Service, your content or traffic, your breach of these Terms, or your failure to obtain premises permissions.

19. Force majeure

We are not in breach for delay or failure caused by events beyond our reasonable control, including natural disasters, epidemics, war, civil unrest, strikes, government action, widespread power failure, fiber cuts by third parties, or failure of upstream carriers, provided we take reasonable steps to resume performance.

20. Changes to these Terms

We may update these Terms by publishing a revised version on the Website with an updated date. Material changes will apply from publication or from a later date we specify. Continued use after that date constitutes acceptance, except where Applicable Law requires a different process. If you do not agree, you should stop using the Service at the end of the current Validity and contact us to disconnect.

21. Governing law and disputes

These Terms are governed by the laws of India. Courts of competent jurisdiction in India shall have authority over disputes, without limiting any non-waivable consumer rights. We have not designated a single exclusive city in these Terms because a registered-office jurisdiction is not published on this Website.

Before formal proceedings, please raise the issue through the support channels in Section 22 so we can attempt a practical resolution.

22. Grievance and support

For service issues, billing questions, and complaints, use only the channels we publish:

• Phone / WhatsApp: +91 6309405143
• WhatsApp: wa.me/916309405143
• Email: [email protected]
• Customer portal: customer.fortifibernetworks.in (where you have login access)

Support is described on the Website as locally based and available 24/7 through the published phone and WhatsApp channels. Response times can vary with volume and the nature of the fault.

General and first-level support: [email protected]. Nodal officer: [email protected].

23. Related policies

These Terms should be read with our Privacy Policy, Disclaimer, Fair Usage Policy, Refund Policy, and TRAI Compliance page.

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