Policies

Komute Networks – Terms and Conditions of Service

Company Name: Komute Networks Limited
Company Address: Simary House, Ronald Ngala Street, Nairobi CBD
Email: [email protected]
Phone: +2547 757573001

1. Introduction

This document sets out the terms and conditions. These are referred to as “Terms”. Komute Networks (“Komute”, “we”, “our”, or “us”) provides internet access and related services. These are referred to as “Services”. These services are provided to end-users (“you”, “your”, or “Customer”). These Terms form a legally binding agreement between Komute and the Customer.

2. Eligibility to Use Services

To use our Services:

  • You must be at least 18 years old, or have the permission of a parent or legal guardian if under 18.
  • You must provide complete, accurate, and current registration and billing information.
  • You must not have had a prior Komute account suspended or terminated for violation of these Terms.

3. Services Provided

Komute Networks provides:

  • Residential/ Business and Public internet services.
  • Networking services (Software and Hardware defined).
  • Security systems installation.
  • Website development.
  • Hosting services.

The specific details, speeds, and pricing of each service are outlined on our website or in your signed service agreement.

4. Customer Responsibilities

You are responsible for:

  • Keeping your login credentials and devices secure.
  • Ensuring your usage complies with applicable laws and these Terms.
  • Not allowing unauthorized persons to access the Services.
  • Not using the Service for unlawful activities including, but not limited to:
    • Distribution of copyrighted content without permission.
    • Hosting or distributing malicious software.
    • Conducting attacks on other systems or networks.
    • Circumventing our access control systems.

If Komute determines that your activity violates these responsibilities, your service may be suspended or terminated without notice.

5. Billing and Payments

  • You agree to pay all applicable fees for the selected service plan, according to the payment schedule communicated at sign-up or posted on our website.
  • Payment methods may include M-Pesa, bank transfer, credit/debit card, or other methods we support.
  • Payments are due in advance for the service period (e.g., daily, weekly, monthly).
  • If you fail to pay by the due date, your access may be suspended until payment is made.
  • No partial refunds are issued for unused time once the service period has started.
  • STK Push users must confirm the correct amount and phone number before approval. Komute is not liable for payments made to incorrect numbers or in error.

6. Network Management and Fair Usage

To ensure stability and equitable access across our network:

  • We reserve the right to apply bandwidth management, including speed limitations during network congestion.
  • Activities that consume excessive bandwidth may result in speed restrictions or service suspension.
  • Unlimited plans are subject to our Fair Usage Policy. If your usage significantly exceeds typical consumption levels, Komute may take steps to limit your usage or require you to upgrade to a business plan.

7. Service Availability

  • Komute provides internet access on a best-effort basis. We do not guarantee uninterrupted service.
  • Service availability may be affected by maintenance, weather, technical faults, or third-party network issues.
  • Scheduled maintenance will be communicated at least 24 hours in advance when possible.
  • Emergency outages may occur without prior notice.

8. Equipment

  • For fixed services, we may install or lease routers, modems, antennas, or other equipment to you.
  • The equipment remains the property of Komute unless purchased outright.
  • You are responsible for the care of the equipment. Lost or damaged equipment will be charged to your account.
  • Upon service cancellation, leased equipment must be returned within 7 days or charges will apply.

9. Public Wi-Fi (Transport and Hotspot Zones)

  • Access to Komute’s public Wi-Fi requires authentication via an Mpesa STK Push or a voucher issued by support.
  • Your access is time-limited and tied to the purchased plan.
  • Public Wi-Fi is filtered for basic security, but Komute does not guarantee protection from all threats.

9.1 Secondary Hotspot Access for PPPoE Customers

Continued use of the hotspot is subject to Komute’s Fair Usage and Privacy Policies.

For customers using Komute’s fixed internet (PPPoE) service:

  • Komute Networks automatically enables limited access through a secondary public hotspot service.
  • This service is intended to provide affordable short-term internet access for customers experiencing temporary financial constraints and those who would like to keep their home network private and limited to desired persons.
  • Speeds and usage on the secondary hotspot are reduced and may include data or time restrictions.
  • Access requires an STK Push or voucher purchase through the Komute captive portal.

10. Termination of Service

By You:

You may terminate your service at any time by notifying Komute through official communication channels. Prepaid periods are not refundable.

By Komute:

We may suspend or terminate your service without prior notice if:

  • You breach these Terms.
  • You engage in illegal or abusive activity.
  • You fail to pay for services.
  • We are required to do so by law or regulatory authority.

11. Data and Privacy

  • We collect and store customer data for billing, service delivery, and technical support.
  • We do not sell your personal data to third parties.
  • We may share your information with law enforcement or regulatory bodies if required by law.
  • Internet activity logs on public networks may be retained for compliance and network analysis purposes.

11.1 Marketing Communications

  • By using Komute Networks services, you consent to the use of your registered phone number or email address for marketing and promotional purposes, including offers, service updates, and new product announcements.
  • You may opt out of such communications at any time by contacting our support team or replying “STOP” to SMS messages.
  • Komute will not sell or share your contact details with third-party marketers.

12. Limitations of Liability

  • Komute is not liable for loss of data, profits, or business resulting from service interruptions.
  • We are not responsible for harm caused by viruses, malware, or other internet threats.
  • We do not control the content accessed through our network and are not liable for offensive or illegal materials.
  • Total liability for any claim shall not exceed the amount paid by you in the preceding 30 days.

13. Indemnity

You agree to indemnify and hold harmless Komute, its staff, and contractors from any legal claims, damages, or expenses resulting from:

  • Your breach of these Terms.
  • Your use of the Service in a way that causes damage or legal liability.

14. Changes to Terms

We may update these Terms at any time. If we do:

  • We will publish the updated version on our website.
  • Continued use of the Services after changes are posted constitutes your agreement to the updated Terms.

15. Governing Law

These Terms are governed by the laws of the Kenyan constitution. Any disputes will be resolved in a Kenyan court.

16. Contact Information

If you have questions, complaints, or require support:

Komute Networks Customer Support
Email: [email protected]
Phone: +2547 757573001
Website: www.komutenetworks.com
Hours: 8.00am-6.30pm