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Policies

Terms, privacy & usage policies

This page explains the key policies applicable to customers of NBNL Broadband & Beyond (NV Broadband Networks Pvt Ltd), including terms of service, fair usage, billing and refunds. These policies may be updated from time to time.

Terms of Service Privacy Policy Fair Usage Policy Billing & Payment Refund & Cancellation

1. Terms of Service

By applying for, using or continuing to use any NBNL Broadband & Beyond service, you agree to be bound by these Terms of Service and any service-specific terms communicated at the time of subscription or renewal.

  • Services are provided by NV Broadband Networks Pvt Ltd, subject to technical feasibility, availability of infrastructure and regulatory permissions.
  • Plans, speeds and prices may vary by building, area and offers. NBNL reserves the right to modify plans, prices and benefits with prior notice as applicable.
  • Advertised speeds are “up to” speeds under ideal test conditions. Actual experience may vary based on Wi-Fi coverage, device limitations, simultaneous usage and external factors.
  • Customers are responsible for the safety and usage of the connection at their premises and must not engage in activities that violate applicable laws or third-party rights.
  • NBNL may temporarily suspend or throttle service for maintenance, network upgrades, security reasons or non-payment of dues.

2. Privacy Policy

NBNL respects your privacy and aims to handle your data responsibly. This section explains what information we collect and how it may be used.

2.1 Information we collect

  • Basic customer details such as name, address, contact number and email.
  • KYC details and documents where required by regulation (e.g., ID proof and address proof).
  • Service usage information such as plan, billing history, complaints, support requests and high-level network performance metrics.

2.2 How we use this information

  • To activate and maintain your broadband connection and related services.
  • To communicate plan details, renewals, outages, service updates and support.
  • To improve network performance, capacity planning and customer experience.
  • To comply with legal, regulatory and security requirements.

2.3 Data sharing & retention

  • Customer data is not sold to third parties. It may be shared with trusted vendors or partners strictly for delivering services (e.g., infrastructure partners, support tools), under appropriate safeguards.
  • Data may be shared with government or law-enforcement agencies when required by applicable law or valid legal process.
  • Data is retained for as long as necessary for service, legal or regulatory purposes.

For specific questions related to privacy or data access, you can write to info@nbnl.co.in.

3. Fair Usage Policy (FUP)

To ensure a consistent experience for all users on the network, NBNL follows a Fair Usage Policy (FUP) on “unlimited” plans.

3.1 General principles

  • “Unlimited” data plans may include a high-usage threshold. After crossing the threshold, speeds may be reduced for the remaining period of the billing cycle.
  • Specific FUP limits and post-FUP speeds may differ by plan and will be communicated at the time of subscription or renewal.
  • Extremely high or continuous usage that affects network quality for other users may result in temporary speed management, with or without prior notice.

3.2 Prohibited usage

  • Reselling or sharing the connection commercially without written approval from NBNL.
  • Hosting public servers or services that cause network disruption or abuse.
  • Any activity that violates applicable laws, including copyright infringement or misuse.

4. Billing & Payment Policy

This section explains how billing, renewal and payment work for NBNL broadband services.

  • Plans may be billed on a monthly, quarterly, half-yearly or annual basis as chosen at the time of subscription.
  • Bills / invoices may be shared via email, SMS, online portals or printed copies as decided by NBNL.
  • Payments can typically be made via online payment links, UPI, net banking, cards or other modes supported by NBNL and its payment partners.
  • Non-payment beyond the due date may result in temporary suspension of service until dues are cleared. Re-activation charges may apply as per current policy.
  • Any government taxes, levies or fees applicable from time to time will be charged in addition to the base plan price.

5. Refund & Cancellation Policy

NBNL aims to be transparent and fair in handling cancellations and refunds. This is a general guideline; specific offers may carry additional terms.

5.1 New connection & installation

  • One-time installation or activation charges, where applicable, are normally non-refundable once the connection has been installed and activated.
  • If a connection cannot be provided due to technical infeasibility after payment, NBNL will process a refund of the applicable amount collected for that connection, excluding any clearly communicated non-refundable fees.

5.2 Plan cancellation / early termination

  • For prepaid plans, amounts paid for the current active period are generally non-refundable.
  • For long-duration plans (e.g., 6 or 12 months), early termination may not be eligible for a refund unless specified in a particular offer or agreement.
  • Any customer-purchased router or device remains the property of the customer. Rented or provided-on-deposit equipment must be returned in working condition as per agreement.

5.3 How to request a refund

Refund requests, where applicable, must be raised through NBNL customer support or by writing to info@nbnl.co.in with relevant details such as registered mobile number, connection ID, payment proof and reason.

6. Network & Usage Guidelines

  • Customers should secure their Wi-Fi network with strong passwords and avoid sharing credentials publicly.
  • NBNL is not responsible for issues caused by third-party routers, devices or in-premise wiring outside its scope of work.
  • Any misuse, spamming, hacking attempts or illegal activity using the connection may lead to immediate suspension and reporting to appropriate authorities.

These policies are indicative and may be updated or supplemented by specific plan-level or contract-level terms. For any clarifications, please contact NBNL support.

7. Contact for policy queries

For questions or clarifications regarding these policies, you can contact:

NV Broadband Networks Pvt Ltd
NBNL Broadband & Beyond
6th Main Road, Kengeri Satellite Town,
Bengaluru – 560060, Karnataka, India
Email: info@nbnl.co.in