Terms of Use

Last updated: August 22, 2025 | Version 1.0

Please read these Terms of Use ("Terms", "Terms of Use") carefully before using the Supernet website and internet services (the "Service") operated by Supernet ("us", "we", or "our").

Your access to and use of the Service is conditioned on your acceptance of and compliance with these Terms. These Terms apply to all visitors, users and others who access or use the Service.

By accessing or using the Service you agree to be bound by these Terms. If you disagree with any part of the terms then you may not access the Service.

Description of Services

Supernet provides internet connectivity services including but not limited to:

High-speed internet access
Equipment installation and maintenance
Customer support services
Network infrastructure and connectivity

Use of the Website and Services

You may use the Service for lawful purposes only. You may not use the Service:

In any way that violates any applicable national or international law or regulation
For the purpose of exploiting, harming, or attempting to exploit or harm minors in any way by exposing them to inappropriate content, asking for personally identifiable information, or otherwise
To transmit, or procure the sending of, any advertising or promotional material, including any "junk mail," "chain letter," "spam," or any other similar solicitation
To impersonate or attempt to impersonate Supernet, a Supernet employee, another user, or any other person or entity
To engage in any activity that disrupts or interferes with our networks or services

Acceptable Use Policy

When using our internet services, you agree to:

Comply with all applicable laws and regulations
Not engage in illegal downloading, sharing of copyrighted material, or network abuse
Not use the service for illegal activities including but not limited to hacking, fraud, or distribution of malware
Not resell or redistribute our internet service without written permission

Payment Terms and Billing

By subscribing to our services, you agree to the following payment terms:

Service fees are payable in advance according to your selected billing cycle
Payments are due by the specified due date on your invoice
Late payments may result in service suspension and additional fees
Installation fees and equipment deposits are due upon service activation
Refunds are provided only in accordance with our refund policy, available upon request
You are responsible for all taxes and fees associated with your service

Service Availability and Performance

At Supernet, we are committed to providing a reliable and high-quality internet experience. Please review the following important information about our service availability and performance:

Service Availability: We design our network for maximum reliability and target 99.9% uptime. However, like any complex technology, internet service can be occasionally affected by events beyond our direct control. This includes necessary network upgrades, unexpected technical issues, or external factors like severe weather or power outages. We proactively monitor our network 24/7 and will work to resolve any interruptions as quickly as possible.
Scheduled Maintenance: We are committed to providing you with advance notice, typically 48 hours, for any maintenance that is expected to result in a service interruption. Notifications will be sent via email and/or an alert on our website.
Internet Speeds: We deliver the internet speeds you purchase for your subscription tier. Your actual experienced speed can be influenced by factors within your control (such as your in-home equipment, Wi-Fi signal strength, or the capabilities of the website you are visiting) and general internet congestion beyond our network.

Equipment and Installation

Regarding equipment provided for your internet service:

All equipment (such as routers, modems, and cables) provided by Supernet remains our property unless you have explicitly purchased it from us.
You are responsible for the care and protection of the installed equipment at your service location.
Upon termination of your service, all Supernet-owned equipment must be returned to us in good condition, normal wear and tear excepted.
If the equipment is not returned, is returned damaged beyond normal wear and tear, or is lost, you may be charged a replacement fee.
To ensure the health of our network and your service, we reserve the right to access and manage our equipment remotely for maintenance, troubleshooting, and performance updates.

Service Termination

Either party may terminate the service agreement:

By You: With 30 days written notice to us
By Us: Immediately for breach of these terms, non-payment, or illegal use
By Us: With 30 days notice for any reason
Upon termination, you must return all equipment and pay any outstanding balances
Early termination fees may apply as specified in your service agreement

Intellectual Property Rights

The Service and its original content, features and functionality are and will remain the exclusive property of Supernet and its licensors. The Service is protected by copyright, trademark, and other laws. Our trademarks and trade dress may not be used in connection with any product or service without our prior written consent.

Disclaimer of Warranties

The Service is provided on an "AS IS" and "AS AVAILABLE" basis. Supernet makes no representations or warranties of any kind, express or implied, as to the operation of their services, or the information, content or materials included therein. You expressly agree that your use of the Service, its content, and any services or items obtained from us is at your sole risk.

Limitation of Liability

To the maximum extent permitted by applicable law, in no event shall Supernet, nor its directors, employees, partners, agents, suppliers, or affiliates, be liable for any indirect, incidental, special, consequential or punitive damages, including without limitation, loss of profits, data, use, goodwill, or other intangible losses, resulting from:

Your access to or use of or inability to access or use the Service
Any conduct or content of any third party on the Service
Any content obtained from the Service
Unauthorized access, use or alteration of your transmissions or content
Service interruptions or technical failures

Our total liability to you for all claims shall not exceed the amount paid by you for the Service in the 12 months preceding the claim.

Dispute Resolution

In the event of any dispute arising from these Terms or your use of the Service:

We encourage you to first contact us directly to resolve the matter
If direct resolution is not possible, disputes shall be resolved through binding arbitration in accordance with Kenyan law
Each party shall bear their own costs unless otherwise determined by the arbitrator
Nothing in this clause prevents either party from seeking injunctive relief in court

Governing Law

These Terms shall be governed and construed in accordance with the laws of Kenya, without regard to its conflict of law provisions. Our failure to enforce any right or provision of these Terms will not be considered a waiver of those rights.

Changes to Terms

We reserve the right, at our sole discretion, to modify or replace these Terms at any time. If a revision is material, we will try to provide at least 30 days notice prior to any new terms taking effect. What constitutes a material change will be determined at our sole discretion.

Severability

If any provision of these Terms is held to be invalid or unenforceable by a court, the remaining provisions of these Terms will remain in effect.

Contact Us

If you have any questions about these Terms, please contact us:

By email: Info@supernet.co.ke
By phone number: +254 723 059638