Terms of Use

Zeplin Investments (Kenya) Ltd, trading as iNet Africa (the “Provider”), provides internet services, connectivity products, installation services, customer support, and related network services to residential and corporate clients in Malindi, Watamu, Mambrui, Mazeras, Kilifi, and other service areas covered by the Provider from time to time.

For the purposes of these Terms and Conditions: Client means the person, business, organization, or entity applying for, receiving, or paying for services from the Provider. Connection means service activation after installation, configuration, and/or provisioning of the Provider’s network infrastructure. Service means internet connectivity and any related service or product supplied by the Provider. Fair Use Policy means the Provider’s resource management and usage rules intended to ensure equitable network access and quality of service for all customers. Customer Premises Equipment (CPE) means routers, receivers, cables, SM devices, PoE devices, and any other hardware supplied or installed at the Client’s premises to enable access to the Service. Installation Fee means the charge paid for installation, setup, activation, configuration, or connection of the Service. Monthly Subscription means the recurring charge payable by the Client for continued access to the Service. Due Date means the date on which payment is required for continued access to the Service.

3.1 Billing and Payments Monthly invoices shall be payable in advance and service shall be subject to suspension at 5:00 PM on the due date if payment is not received. The Provider accepts payment through M-Pesa, bank transfer, or any other payment method communicated by the Provider. The Client is responsible for ensuring that payment is made using the correct account, paybill, reference, or invoice details supplied by the Provider. Monthly subscriptions automatically renew unless terminated in accordance with these Terms. Where the Service is provided on a post-paid basis, payment remains due at the start of each billing cycle or as otherwise stated on the invoice or service agreement. 3.2 Deposits and Installation Charges Deposits and installation charges are payable upon acceptance before connection, unless otherwise agreed in writing by the Provider. The initial payment made by the Client shall be treated as a refundable deposit and shall either:

(a) be applied toward the final invoice; or (b) be refunded upon full settlement of all outstanding balances. Any refund is subject to confirmation that the Client has no outstanding balances and, where applicable, that company-owned equipment has been returned in good working condition, fair wear and tear excepted. 3.3 Tax Invoices The Provider shall issue tax invoices upon receipt of payment where required or requested. 3.4 Non-Payment If payment is not received by the due date, the Provider is entitled to suspend or restrict the Service without further notice. Continued non-payment can result in termination of the Service, recovery of company-owned equipment, and/or pursuit of outstanding amounts due. 3.5 First-Month Service Satisfaction Guarantee Where a new Client is dissatisfied with the Service during the first month after connection, the Client is entitled to request cancellation and a refund of the first month’s service subscription, provided that the Provider is first given a reasonable opportunity to troubleshoot, inspect, and resolve the reported service issue. This guarantee does not apply to issues caused by Client-owned equipment, power supply problems, misuse, unauthorized tampering or relocation, unsupported premises wiring or internal network faults, third-party infrastructure, force majeure events, or any other matter outside the Provider’s reasonable control. Installation charges, equipment charges, deposits, and any outstanding amounts remain subject to the applicable provisions of these Terms unless otherwise agreed in writing by the Provider.

Monthly subscriptions can be cancelled with thirty (30) days’ written notice. No refund is provided for unused portions of the billing cycle unless expressly agreed by the Provider in writing or under the first-month service satisfaction guarantee. Non-payment can result in service suspension or termination in accordance with the Provider’s billing and customer retention process. Upon termination or cancellation of the Service, the Client shall either: (a) provide reasonable access for the Provider to retrieve company-owned equipment; or (b) return the company-owned equipment to the Provider’s office or another location communicated by the Provider within the stipulated timeframe. The Client shall not withhold, damage, sell, transfer, tamper with, or otherwise interfere with company-owned equipment. The Client remains responsible for all outstanding invoices, unpaid subscription fees, equipment replacement charges, recovery charges, charges for unreturned or damaged company-owned equipment, and any other amounts due to the Provider. If the Client relocates outside town or outside the Provider’s service area, the Client shall inform the Provider in advance or as soon as reasonably possible so that arrangements can be made to collect any company-owned equipment or agree on the appropriate handling of that equipment.

The Client shall use the Service lawfully, responsibly, and only for the purpose for which it was supplied. The following activities are strictly prohibited: Resale, redistribution, sharing, or onward supply of the internet service to third parties without the Provider’s written consent. Distribution, transmission, hosting, or access to illegal, defamatory, abusive, harmful, obscene, or privacy-violating content.

Unauthorized sharing of access beyond the registered premises. Interference with, disruption of, or attempted unauthorized access to the Provider’s network, systems, customers, or third-party networks. Use of the Service for fraud, spam, malware, phishing, denial-of-service activity, or any other unlawful or abusive activity. Tampering with, relocating, modifying, or damaging Provider-supplied equipment or network infrastructure without authorization. Breaches shall result in immediate suspension or permanent disconnection without prior notice, with forfeiture of deposits and recovery of any losses, equipment costs, or outstanding charges where applicable.

6.1 Fiber Installations For Fiber installations, upon payment of the installation fee, the router installed at the Client’s premises shall become the property of the Client. 6.2 Wireless Installations For Wireless installations, upon payment of the installation fee, the router installed at the Client’s premises shall become the property of the Client. However, all other equipment including receivers, cables, SM devices, PoE devices, and related accessories shall remain the property of the Provider unless otherwise purchased by the Client. A Wireless Client who wishes to retain company-owned installed equipment upon termination of service can request to purchase that equipment. Any purchase is subject to the Provider’s approval, confirmation of the applicable price, and settlement of all outstanding amounts. 6.3 Equipment Return All company-owned equipment for Wireless installations must be returned or made available for recovery upon service termination or cancellation after reasonable notice from the Provider, unless the Provider has approved purchase of the equipment by the Client. Failure to return or provide access for recovery of the equipment, or return of damaged equipment beyond fair wear and tear, shall result in billing at the prevailing market value or reasonable replacement/recovery cost. 6.4 Router Replacement Any router replacement required after three (3) months from the date of connection shall be at the Client’s expense unless otherwise agreed by the Provider. 6.5 Care of Equipment The Client shall take reasonable care of all equipment installed at the premises and shall not tamper with, remove, transfer, sell, lease, pledge, or otherwise interfere with company-owned equipment. The Client shall notify the Provider promptly of any loss, damage, fault, theft, or suspected interference affecting the equipment.

The Provider shall use reasonable efforts to provide reliable service but does not guarantee uninterrupted, error-free, or fault-free connectivity. Service quality can be affected by power outages, weather, third-party infrastructure, force majeure events, maintenance, equipment failure, network congestion, or circumstances beyond the Provider’s reasonable control. iNet Africa excludes liability for indirect, anticipated savings, goodwill, or consequential losses, data corruption, and service unavailability, even with awareness of potential customer harm. The Provider’s liability, where liability cannot lawfully be excluded, shall be limited to the amount paid by the Client for the affected Service during the billing period in which the claim arose, unless otherwise required by applicable law.

The Client is responsible for maintaining backups, security controls, antivirus protection, device protection, and appropriate use of the Service by users at the Client’s premises.

This agreement is governed in all respects by the Laws of Kenya. Any dispute arising out of or in connection with these Terms and Conditions shall first be handled through good-faith discussions between the Client and the Provider. If the dispute is not resolved amicably, it shall be referred to the appropriate courts or dispute-resolution forum in Kenya, subject to applicable law.