WhizComms Terms & Conditions (Broadband)

 

1. Look out for our next promotion . . . 

 

 

 

General:

2. Broadband Service

2.1 Whiz Communications Pte Ltd (hereinafter referred as WhizComms) reserves the right to approve or reject any application by the Subscriber for a WhizComms account. The minimum age of a subscriber should be 21 years old and above with a valid credit card.

2.2 All prices quoted are in Singapore dollars and inclusive of 7% GST.

2.3 Applicable for any residential subscriber whose installation address is within fibre-ready locations.

2.4 The provided installation address must be Next Gen NBN certified fibre-ready for the Service by NetLink Trust (http://www.netlinktrust.com/next-gen-nbn/). Terms and     Conditions for NetLink Trust is available at http://www.netlinktrust.com/residential/what-to-expect/  

2.5 An authorization letter from the landlord of the installation address is required for any applications made by his/her tenant.

2.6 A $200 deposit is applicable for Non-Singapore citizens/PRs subscribing to a WhizComms service.  The deposit will be collected upon application of service and refunded upon termination of account with no outstanding payment.

2.7 Unless otherwise stated, there will be a service activation fee as listed in clause 2.9.

2.8 WhizComms 1Gbps Broadband Plans will be charged on a rolling month at $42 on the expiry of any existing contract and not applicable for pro-ration. This rate is applicable upon expiry of current subscribed plan until renewal/termination of plan, unless otherwise stated.

2.9 The list of WhizComms' One-Time Charges and Other miscellaneous fees which may incur, in respect of each service address, includes without limitation to the following:

 
List of One-Time and Other Services Charges Charges (Incl. 7% GST)
Service Activation Fee $53.50
Administrative Fee $53.50
Relocation Of Address Fee $85.60
Installation of Fibre Termination Point (FTP) by NetLink Trust (high-rise) $235.40
Installation of Fibre Termination Point (FTP) by NetLink Trust (Landed) $481.50
Cancellation / Amendment of confirmed NetLink Trust FTP Appointment (High-rise) $235.40
Cancellation / Amendment of confirmed NetLink Trust FTP Appointment (Landed) $481.50
Early Cancellation Fee before scheduling NetLink Trust appointment $53.50
Early Cancellation Fee after scheduling NetLink Trust appointment $235.40
Termination of Fibre Broadband Service 3 working days before installation or before contract expiry Remaining value of contract period.
Deposit For Non Singaporean / Permanent Resident (Refunded upon termination with no outstanding payment) $200.00
Maintenance / On-site / Rescheduling / Missed Appointment  Fees $64.20
Weekday (9am to 6pm) - Installation / Rescheduling / Missed Appointment Fee $53.50
Weekday (6pm to 9pm) - Installation / Rescheduling / Missed Appointment Fee $69.50
Weekend (9am to 6pm) - Installation / Rescheduling / Missed Appointment Fee $80.25
Delivery / Collection Fee (Currently Not Available) $0.00
Optical Network Router (ONR) - Lost / Non-Returned / Damaged / Replacement $160.50
Lost / Damaged power adapter $21.40
Wireless Access Point (AirLive) $139.10

 

3. Termination and Transfer of Fibre Link

3.1 In the event that subscriber terminates WhizComms Broadband plan prior to expiry of the Subscription Period, Early Termination Charges as set out in Clause 2.9, 3.2 and Clause 3.3 will apply.

3.2 The Penalty for Early Termination of Contract is the Total sum of monthly charges for the remaining contract period.

3.3 Notice of termination of service will only begin upon return of all loaned equipment (ONR and power adaptor) in working conditions to WhizComms.  Subscribers who fail to return all loaned equipment shall deem to be as agreeing to continue with WhizComms' Services at the stipulated charges.

3.4 Termination of fibre link may take up to 7 days from the date of notice of termination.

3.5 Where subscriber requests to transfer his fibre link to a new internet service provider and such request is granted, the subscriber’s Service will be deemed to be terminated by subscriber on the date that the fibre link is released by WhizComms.  Early Termination Charges as set out in Clause 2.9 will apply if such termination occurs prior to expiry of the Subscription Period.

4. Service Installation/Maintenance/On-site Assessment

4.1 Any promotion inclusive of delivery and installation will be for weekdays Monday to Friday from 9am to 6pm only. Promotion entitlement is for 1 trip per customer. Weekend and after office hours Installation is available upon request and is chargeable. 

4.2 Non promotional delivery and installation charges please refer to Clause 2.9.

4.3 In the event that subscriber is out of the premise during the agreed installation appointment, or subscriber refuses entry/access to technician resulting in rescheduling of installation, the Missed Appointment fee will apply in accordance to Clause 2.9.

4.4 On-site assessment fee applies in the event that the cause of network connection issues is identified not due to WhizComms' issued devices but is due to third party devices connected to your broadband service i.e. PC, laptop, tablet, TV.

4.5 For any request to change installation appointment day, the installation fee will be charged based on the rate of the initial appointment or the amended appointment whichever is higher.

4.6 Customer is required to have two installation appointments, one by NetLink Trust, and one by WhizComms. NetLink Trust Fibre Termination Point installation/activation must be completed before WhizComms’ installation of equipment for the service can take place.

 

5. Wireless Dual-band AC Router

5.1 Optional for WhizComms Broadband Service subscription and available for one-time purchase or subscription package.

5.2 Packages with Wireless Router for 12-month or 24-month plan is subjected to stock availability. The Wireless Router will belong to subscibers at the end of the contract.

5.3 For technical support or warranty issues, please contact product manufacturers/distributors.  Respective Hotline numbers can be found in the accompanied product document or at the underside of the wireless device or call 65216808 during office hours 9am to 6pm from Monday to Friday.

5.4 Subscribers are free to use any wireless router at their own risk if not purchased from WhizComms. 

5.5 There are additional packages for Kit 1, Kit 2 and Kit 3 for the purpose of providing maximum wifi coverage in the home. For technical and warranty issues, kindly refer to FAQ point 32 for Kit 1, point 33 for Kit 2 and point 34 for Kit 3.

6. Speed and Performance

6.1 WhizComms 1Gbps Broadband Plans will have a typical wired download speed between 715.37Mbps – 954.27Mbps for local/International traffic tested through a local/International speedtest server. In actual usage, the download speed may be subjected to the performance and connectivity of the destination site.

6.2 WhizComms will not be responsible for the connection speed and quality of Customer’s wireless devices. Speed and quality on wireless devices are dependent on many home environmental factors which will cause the signal strength to vary or fail, which WhizComms cannot control. WhizComms shall not be liable for any loss or damage arising from such issues. Customer shall be solely responsible for providing necessary complementary equipment like repeaters, at its own cost, to extend wireless coverage beyond above mentioned limitations.

6.3 General performance of the service is also subject to availability of suitable equipment and accessories, availability of a suitable network infrastructure and fibre coverage at the time of installation and thereafter. WhizComms strives to provide the best available speed and quality based on factors within its control.

7. Acceptable Use Policy (AUP)

7.1 Use of Whiz Fibre Broadband services constitutes acceptance of the WhizComms' terms & conditions which shall include, but without limitation to, the following:

  1. it is only used for lawful purposes and subscriber shall bear the responsibility that its use complies with all applicable laws.  The Subscriber is responsible for all use of the account, with or without the knowledge or consent of the Subscriber.
  2. WhizComms reserves the right, at its sole discretion, with or without notice, to remove or refuse to post material or to suspend or terminate service provided to any Subscriber if the Subscriber or any end-user using Subscriber's services or facilities, directly or indirectly:
    • violates the rules, regulations and policies applicable to any network, server, computer database, website or newsgroup that subscriber or end-user accesses;
    • send or facilitates the sending of unsolicited bulk mail messages (email spam) to any person or system;
    • uses the service in a manner which is intended to abuse or to violate the property rights of others;
    • uses the service in a manner that infringes on the intellectual property rights of any third party or any rights of publicity or privacy;
    • publishes or communicates material that is obscene, defamatory, trade libellous, unlawfully threatening or unlawfully harassing;
    • uses the services to attempt to break security or to access an account without authorisation;
    • attempts to or resells Whiz Fibre Broadband service without WhizComms' express authorisation;
    • uses the service to conduct any other activities which WhizComms determines are injurious to its subscribers, operations, or reputation;
    • uses bandwidth or disk space in access of limits permitted in account descriptions;
  3. WhizComms shall not be liable for any damages of any nature suffered by the Subscriber or any third party resulting in whole or in part from WhizComms' exercise of its right under these policies.  By using WhizComms services, Subscriber agrees to waive and hold harmless WhizComms from any claims relating to any action taken by WhizComms including conducting an investigation, issuing a warning, refusing to post material, removing material, or suspending or terminating services, or other appropriate action. This waiver applies to all violations described in the terms & conditions.
  4. WhizComms reserves the right to amend, alter, or modify this terms and conditions at any time in its sole and absolute discretion.  Any amendment or modification is effective when posted and any use of the WhizComms' services after the posting of a modification or amendment will be considered acceptance of those modifications.
  5. Violations of this policy may be reported to WhizComms via hotline: 3109 0088 or email: info@whizcomms.com.sg   
  6. The Subscriber shall be solely responsible for ensuring that their client software is suitable for their needs and it is compatible for use with any equipment used by him or it, whether or not WhizComms introduces any changes to the services.

8. General

8.1 By completing the registration process for any service provided by WhizComms, the Subscriber is deemed to have accepted and agreed to be bound by the terms and conditions.

8.2 The Subscriber shall promptly pay WhizComms all the fees and charges payable to WhizComms on the due date, failing which a late payment charge of S$5 will be levied.

8.3 The Subscriber shall promptly check and verify the accuracy of each bill, and notify WhizComms in writing of any error, inaccuracy or discrepancy within 10 days of bill issuance.  Notwithstanding any such dispute, the Subscriber shall agree to the payment of the charges or amount of the bill to WhizComms that are not in dispute.

8.4 Payment method is through credit card or Giro only. 

8.5 Credit card details will be only for validation and verification during service subscription. No payment will be deducted.

8.6 Credit Card deductions will be made upon issuance of e-bill to subscriber account.

8.7 All payments charged to Subscriber's designated credit card are subjected to the same terms and conditions governing the credit card account.  The Subscriber shall notify WhizComms if the designated card is lost, stolen, expired or is terminated for any reason.

8.8 WhizComms bills their Subscribers monthly in ebill format.  Printed copies are available upon request at S$0.50 per month bill.  The billing cycle starts on the 1st of each month and ends on the last day of the month. The 1st month bill will include the pro-ration and the whole of next month bill period. Subsequent bills will detail the preceding month’s subscription.

8.9 WhizComms will deduct all current and outstanding bills by 15th of each month.  If 15th falls on a Saturday, Sunday or Public Holiday, the deduction will be made on the next business day.

8.10 WhizComms reserves the right to suspend or terminate service provided to the Subscriber if payment has not been received by WhizComms by payment due date. Once service is termporarily suspended, service restoration can only be requested upon full payment received, and may take up to 5 working days to complete. Service will not be pro-rated during suspension period. Please chat with WhizComms at https://www.whizcomms.com.sg if you require more information on payment method.

8.11 The Subscriber shall solely be responsible and liable and shall indemnify and keep indemnified WhizComms and/or its agents against all losses and liabilities when using WhizComms services.

8.12 The Subscriber shall use the service in accordance with the directions of WhizComms from time to time and WhizComms shall not be liable for any losses, damages, claims, liabilities, costs or expenses suffered or incurred by the Subscriber resulting from the failure by the Subscriber to do so.

8.13 In compliance with Section 3.2.6 of IDA's (Infocomm Development Authority of Singapore) "Code of Practice for Competition in The Provision of Telecommunication Services" on protection of End User Service Information ("EUSI"), WhizComms will keep the EUSI in commercial confidence.  The information will only be used internally within WhizComms for its planning, provisioning and billing purposes.

8.14 This Agreement is governed by and shall be construed in accordance with the laws of Singapore and the parties hereto submit to the non-exclusive jurisdiction of the courts of Singapore.

8.15 WhizComms reserves the right to amend, change or withdraw any terms and conditions without prior notice.