Terms of Service

1. Who this is between

“We,” “us” and “N.E.T.” mean Net Inc., a Wyoming corporation with its office at 1309 Coffeen Ave, STE 1200, Sheridan, Wyoming 82801, trading as N.E.T. — New Era Telecom. “You” means the person or business named on the account. Service begins when we activate it at your address and you or someone at the address uses it.

These terms cover residential and business internet, digital phone and related services. Satellite ground-segment engagements are governed by a separate written agreement negotiated for that project, not by this document.

2. What we provide

Internet access at the service address on your order, at the plan speed shown, together with any digital phone lines and add-ons you ordered. Plan speeds are the maximum the circuit is provisioned to carry between your equipment and our network edge. We do not control, and cannot guarantee, the performance of networks or services beyond that point.

Some fixed-wireless capacity outside the Mountain West rides tower networks operated by partners. Your contract, your bill and your support number are with us in every case, and we will tell you which applies to your address if you ask.

Fixed wireless depends on a radio path between your antenna and a tower. Vegetation growth, new construction and severe weather can degrade or interrupt that path. We will attempt to restore it, including by re-aiming or relocating the antenna, but if no workable path exists we may terminate the service with thirty days' notice and no early termination charge.

3. Site visits, installation and access

Before most orders a representative visits the address to survey it. That visit, the measurement and the written report are free of charge and carry no obligation, including where the survey concludes we cannot serve you.

You authorise us to enter the property to install, inspect, maintain and remove our equipment, at reasonable times and with notice except in an emergency. If you are not the owner, you confirm you have the owner's permission. Where installation requires drilling, mounting or trenching we will discuss the route with you first and restore surfaces we disturb, though we cannot guarantee a match to existing paint or landscaping.

An adult must be present for the whole of an installation appointment. A missed appointment where nobody is home may be charged at $50.00.

4. Equipment

Equipment we supply on rental — routers, optical network terminals, modems, radios, adapters — remains ours. You agree to keep it in reasonable condition, not to open or modify it, and to return it within thirty days of the service ending. Unreturned or damaged equipment is charged at its replacement cost, listed on the order and never more than $250.00 for a router or $400.00 for a radio and antenna. Ordinary wear is not damage and is not charged.

You may use your own router at no charge and with no penalty. We will help configure it once; beyond that we support the service up to our handoff and cannot diagnose equipment we did not supply.

5. Prices, billing and payment

Bills are issued on the first of the month, in advance, and are due on the twentieth.
Taxes, the federal Universal Service Fund contribution and state 911 fees are additional and itemised. They are set by government, not by us, and can change without notice from us.
A $10.00 late charge applies after fifteen days past due. A returned payment is charged $25.00.
Service may be suspended after forty-five days past due, and only after we have attempted to reach you by telephone. Restoration after suspension is $25.00.
If you dispute a charge, tell us within sixty days. We will not suspend service over a charge that is genuinely in dispute while we investigate it.

Price changes. We may change recurring prices with at least thirty days' written notice. If you are inside a term agreement, a price increase during the term entitles you to cancel without an early termination charge within thirty days of the notice.

6. Term and cancellation

Residential service is month-to-month unless your order says otherwise. Month-to-month service can be cancelled at any time with thirty days' notice and carries no early termination charge in any circumstance.

Where you chose a twelve-month or twenty-four-month agreement in exchange for a lower rate and waived installation, ending it early costs $10.00 per remaining month, capped at $120.00 for residential and $360.00 for business. No early termination charge applies if you move to an address we cannot serve, if we increase your price during the term, if you are called to active military duty, or if we fail to meet a service commitment.

We may suspend or terminate service for non-payment, for a material breach of the acceptable use policy, or where continuing to provide service would be unlawful. Except where law or safety requires immediate action, we will give notice and a reasonable chance to put the matter right first.

7. Your responsibilities

Use the service in accordance with the acceptable use policy.
Keep the account password and any equipment credentials confidential.
Tell us promptly if the service is being used without your permission.
Keep your contact details current, in particular the 911 registered address for digital phone.
Provide reasonable access, and a safe working environment, for our technicians and representatives.

8. Service availability and credits

We aim to keep the network available at all times and we do not promise perfection. Residential service carries no availability guarantee, but where an outage lasts more than twenty-four continuous hours and is caused by our network, we will credit a prorated share of the monthly charge on request — and usually without being asked.

Business plans carry the response and availability commitments set out on the business service page, which forms part of this agreement for those customers.

Scheduled maintenance is not an outage for these purposes where it falls in an announced window.

9. Limitation of liability

Our total liability to you for any claim arising out of the service is limited to the charges you paid us for the service in the three months before the event. We are not liable for indirect or consequential loss, including lost profits, lost data or business interruption.

Nothing in this section limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited under applicable law.

Emergency calling. Digital phone depends on power at your premises and on a working internet connection. It will not place a 911 call during a power failure or an internet outage. We are not liable for a failure to complete an emergency call in those circumstances. Please read the 911 information before relying on the service.

10. Disputes

Talk to us first — most problems are settled by a phone call to (888) 902-8232 or a letter to the office. If that fails, either of us may bring a claim in the courts of Sheridan County, Wyoming, or in small claims court. This agreement contains no mandatory arbitration clause and no class action waiver. You keep every right of action the law gives you, including complaint to your state consumer protection authority or to the Federal Communications Commission, and, for customers in the United Kingdom and Europe, to Ofcom or your national regulator.

11. Changes to these terms

We may amend these terms with at least thirty days' written notice, by email and on your bill. If an amendment materially reduces your rights and you are inside a term agreement, you may cancel without an early termination charge within thirty days of the notice.

12. General

This agreement is governed by the law of the State of Wyoming, save that customers resident in the United Kingdom or the European Union keep the protection of the mandatory consumer law of their own jurisdiction. If any provision is held unenforceable, the rest continues in force. You may not transfer the account without our written consent, which we will not unreasonably withhold. Our failure to enforce a provision on one occasion is not a waiver of it.

Terms of service