Terms of Service

Agreement to these terms

These Terms of Service govern your access to and use of the internet, networking and related services supplied by BillZenBD within Bangladesh. By ordering a package, accepting an installation, or using the service after activation you agree to be bound by them.

If you are entering into this agreement on behalf of a company, you confirm that you have authority to bind that company and that “you” refers to that company.

• These terms apply alongside the package-specific details shown on your order form.
• Where the two conflict, the order form prevails for that specific order.
• If you do not accept these terms you may cancel within the cooling-off period below.

Description of the service

BillZenBD provides residential and business internet access over fibre-optic and wireless access networks, together with the equipment and support services described in your chosen plan.

• Package speeds are delivered on a “best effort within the subscribed profile” basis.
• Delivery performance depends on the capacity of your line, your in-building wiring and the nature of the content being accessed.
• Speeds quoted are downstream and upstream rates as defined for each package; a shared contention ratio applies on residential packages.

Eligibility, accounts and credentials

You must be at least 18 years old and provide accurate, current identification and contact details when you order. Coverage is subject to a technical feasibility check of your address.

• You are responsible for keeping your account credentials confidential and for all activity carried out through your connection.
• You must tell us immediately if you suspect unauthorised use or that your login has been compromised.
• Account details may be updated through the client portal or by contacting the support desk on 01700000000.

Installation, equipment and access

We will install the necessary cabling and customer premises equipment at an agreed time. You agree to provide safe, unobstructed access to your premises and a suitable power point for the equipment.

• Equipment supplied on rental remains the property of BillZenBD and must be returned in working order on termination.
• You are responsible for reasonable care of the equipment and for any loss or damage beyond fair wear and tear.
• On-site work caused by third-party interference, building changes or a damaged drop cable may attract a service charge, quoted before work begins.

Fair usage and network quality

Residential packages are designed for normal household use. To keep the network fast for everyone we apply a fair-usage policy that may temporarily prioritise traffic or reduce speeds for abnormal usage patterns.

• Running a commercial service, reselling bandwidth, or operating open relays and public hotspots on a residential line is not permitted.
• Traffic shaping is applied only where necessary for network stability and is described in the package details.
• Planned maintenance is notified in advance where practical; emergency maintenance is carried out as required.

Billing, payment and invoices

Monthly charges are billed in advance on your activation date cycle and become due on the invoice date. Invoices are available in the client portal and are sent by SMS and email.

• Payment may be made through the gateway in the client portal or at any authorised collection point.
• A late payment fee may apply where an invoice remains unpaid after its due date, and the connection may be temporarily suspended.
• Reconnection after suspension for non-payment may attract a reconnection charge.
• Prices may be revised with at least 30 days’ written notice, as required by BTRC guidelines.

Service credits, cancellations and refunds

Our service level commitment provides for automatic credits when the service falls below the committed monthly availability and the fault is attributable to our network.

• Credits are applied to your next invoice and are not paid out in cash.
• You may cancel a new connection within 7 days of activation; installation charges are refunded if no fault was reported.
• Cancellation during a contract term requires the notice period stated in your order form; unused prepaid balances are non-refundable outside statutory rights.

Acceptable use policy

You must not use the service for any unlawful, harmful or abusive purpose. In particular you must not:

• upload, publish or transmit defamatory, obscene, or infringing material;
• gain, or attempt to gain, unauthorised access to any network, system or data;
• distribute malware, conduct denial-of-service attacks, or send unsolicited bulk mail;
• interfere with the integrity of the network or degrade service to other customers.

We may investigate suspected breaches, and may suspend or terminate the service where a breach is established, in accordance with these terms.

Suspension and termination

We may suspend or terminate your service immediately where it is necessary to protect the network, to comply with a lawful direction, or where there is a serious or repeated breach of these terms.

• You may terminate by giving the notice stated in your order form.
• Either party may terminate for insolvency or a material breach that is not remedied within 30 days of written notice.
• On termination you must settle all outstanding charges and return any borrowed equipment.

Warranties and liability

The service is provided on a commercially reasonable efforts basis. We do not guarantee that the service will be uninterrupted, error-free, or that any particular content will be reachable.

• To the extent permitted by law, our total liability to you is limited to the charges paid for the affected service period.
• We are not liable for indirect or consequential loss, including loss of profits, revenue or data.
• Nothing in these terms excludes liability that cannot lawfully be excluded.

Changes to these terms

We may amend these terms from time to time to reflect changes in law, regulation or our services. Material changes will be notified through the client portal, SMS or email at least 30 days before they take effect.

Continuing to use the service after the effective date of a change confirms your acceptance of the updated terms.

Governing law and complaints

These terms are governed by the laws of the People’s Republic of Bangladesh. Where a dispute cannot be resolved through our complaints process, we will follow the dispute resolution procedure issued by the Bangladesh Telecommunication Regulatory Commission.

If you are not satisfied with the outcome, you may refer the matter to BTRC using the mechanism published by the regulator.

How to contact us

Questions about these terms, invoices or your agreement can be raised with the team any time.

• Hotline: 01700000000 (24 hours)
• Email: [email protected]
• Registered address: Dhaka, Bangladesh

For anything not covered above you can also send us a message and we will reply within one business hour.