1 Service Description
4K Net provides telecommunication and broadband connectivity services, including Fiber-to-the-Home (FTTH), Dedicated Business Fiber (FTTB), Enterprise Leased Lines, and Wireless Community Hotspots across Busia County and surrounding regions in Western Kenya.
All subscription plans are subject to network availability, line-of-sight/fiber route verification by our engineering team, and active customer account status.
2 Account & Registration
To subscribe to 4K Net services, you must be at least 18 years of age and provide accurate, verifiable identification (National ID or Passport), contact phone number, and physical premises location.
- Account Integrity: You are responsible for keeping your customer login credentials, Wi-Fi passwords, and account access PINs confidential.
- Authorized Usage: You are solely accountable for all data transmission and device activity originating from your installed connection.
- Information Updates: You must promptly notify 4K Net of any changes in contact details or relocation of your installed address.
3 Payment & Billing
4K Net operates primarily on a prepaid 30-day billing cycle for residential and standard commercial fiber plans, unless an enterprise post-paid service agreement is explicitly signed.
- Payment Methods: Payments are accepted via official 4K Net M-Pesa Paybill / Till channels and authorized commercial bank transfer. Always verify official paybill details before transacting.
- Due Dates & Grace Periods: Subscriptions must be renewed on or before the expiration date. A standard 24-hour grace period is extended before automatic link suspension.
- Reconnection: Once payment confirmation is received, your connection is automatically reinstated within 5 to 15 minutes. No reconnection fee is charged for standard residential renewals.
- Refund Policy: Subscription fees are non-refundable once the service period has commenced, except in cases of prolonged unresolvable technical outages verified by our network operations team.
4 Acceptable Use Policy (AUP)
Our network must be used strictly in accordance with Kenyan telecommunications regulations and ethical internet standards. You agree NOT to use 4K Net bandwidth to:
- Engage in unlawful activities, including transmitting fraudulent content, harassment, identity theft, or distribution of prohibited material under Kenyan law.
- Launch or facilitate Distributed Denial of Service (DDoS) attacks, port scanning, unauthorized vulnerability probing, or malware propagation.
- Resell, sublicense, or redistribute your residential connection to third parties outside your household without an authorized ISP reseller agreement.
- Send unsolicited bulk emails (spam) or disrupt the network stability of other subscribers sharing distribution fiber nodes.
AUP Enforcement: 4K Net reserves the right to immediately suspend connections engaged in verified network abuse or criminal cyber actions without prior warning.
5 Service Availability & Interruptions
4K Net strives to deliver industry-leading network reliability with 99.5% uptime for residential plans and up to 99.99% SLA availability for dedicated enterprise links.
- Scheduled Maintenance: Routine core maintenance is performed during off-peak hours (typically 1:00 AM to 5:00 AM EAT). Customers are notified via SMS/email in advance.
- Force Majeure: 4K Net is not liable for service interruptions caused by natural disasters, national power grid failures, road construction fiber cuts, or upstream submarine cable disruptions beyond our operational control.
- Outage Resolution: Our dedicated field engineers in Busia are deployed 24/7 to resolve localized fiber breaks promptly.
6 Customer Premises Equipment (CPE)
Optical Network Terminals (ONTs), outdoor radios, and fiber drop cables installed by 4K Net remain the operational property of 4K Net unless explicitly purchased outright by the customer.
- Care of Equipment: The customer must ensure proper electrical surge protection and maintain a safe indoor environment for installed devices.
- Damage & Loss: Physical damage caused by customer negligence, power surges without surge protection, or equipment theft is subject to replacement fees at standard hardware rates.
- Equipment Return: Upon permanent service cancellation, 4K Net technicians will retrieve the company-owned ONT unit and power adapter.
7 Suspension & Termination
Either party may terminate the service agreement subject to the following conditions:
- Customer-Initiated Cancellation: Residential customers may cancel at any time at the end of their current billing cycle by contacting customer care with at least 7 days notice.
- Provider Termination: 4K Net may suspend or terminate service if the account remains overdue past 30 days, upon repeated AUP violations, or by regulatory directive.
8 Limitation of Liability
To the maximum extent permitted under Kenyan law, 4K Net shall not be liable for any indirect, incidental, punitive, or consequential damages, including loss of business profits or data loss resulting from temporary internet outages.
Our total cumulative liability for any verified service failure claim shall not exceed the monthly subscription amount paid by the customer for the affected billing period.
9 Governing Law & Dispute Resolution
These Terms of Service are governed by and construed in accordance with the Laws of the Republic of Kenya and the regulations established by the Communications Authority of Kenya (CA).
In the event of any dispute, the parties agree to first seek amicable settlement through 4K Net Customer Relations. If unresolved within 30 days, the matter shall be referred to competent courts or mediation bodies in Busia / Nairobi, Kenya.
10 Legal & Compliance Inquiries
For formal legal inquiries, contract clarifications, or regulatory correspondence, please contact our legal counsel:
4K Net Legal Affairs Department
Our compliance team handles legal notices and formal telecom agreements.