1.1 Whiz Communications Pte Ltd (hereinafter referred to 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 18 years old and above with a valid credit card or bank account. WhizComms may, at its discretion, without prejudice, perform credit assessment on the subscriber.
1.2 All prices quoted are in Singapore dollars and inclusive of 7% GST.
1.3 Applicable for any residential subscriber whose installation address is within fibre-ready locations.
1.4 The provided installation address must be Next Gen NBN certified fibre-ready for the Service by NetLink Trust http://www.netlinktrust.com/our-business/our-business/coverage-check.html. Terms and Conditions for NetLink Trust is available at http://www.netlinktrust.com/netlink-trust-fibre-installation-terms-conditions.html
1.5 Netlink Trust (NLT) will charge a service activation fee of $56.71 for new fibre service activation. WhizComms will collect on NLT’s behalf. For more information please refer to the link: https://www.netlinktrust.com/our-business/our-business/installation-charges.html
1.6 Tenancy Agreement of the installation address is required for any applications made by the tenant of the rented unit. A letter of authorisation will also be required from the landlord in the event the rented unit is required to install the fibre termination point.
1.7 A $200 deposit is applicable to subscribers who are Non-Singapore citizens/Non-PR or have credit risk when subscribing to WhizComms service. The deposit will be collected upon application of service and refunded upon return of equipment and with no outstanding payment. WhizComms may, at its discretion, also reserves the right to request for full payment of the subscribed contract value.
1.8 Unless otherwise stated, there will be a NLT service activation fee as well as WhizComms’ service activation fee as listed in clause 2.0.
1.9 With effect from 1st April 2018, WhizComms will be implementing auto-renewal of contracts that have expired. An email will be sent to inform subscribers before the expiry of contract on the renewal process. The expired contract will be auto-renewed on a rolling month contract based on the non-promotional price of the subscribed service stated in the email if no instruction is received on contract renewal from the subscriber.
2.0 The list of WhizComms’ One-Time Charges, NLT service activation fee and other miscellaneous fees which may incur, in respect of each service address, includes without limitation to the following:
|List of One-Time and Other Services Charges||Charges S$ (Incl. 7% GST)|
|NLT Service Activation Fee (wef 1st Jan 2018)||$56.71|
|Service Activation Fee /Administrative Fee||$53.50|
|Relocation of Address Fee||$110.21|
|Installation/Repair/Replacement/Removal of Fibre Termination Point (FTP) by NetLink Trust (High Rise). Includes first 15 meters of optical fibre.||$160.50|
|Installation/Repair/Replacement/Removal of Fibre Termination Point (FTP) by NetLink Trust (Landed). Includes first 15 meters of optical fibre.||$288.90|
|Internal Cabling Charge for every subsequent 5 metres of optical fibre by NetLink Trust||$2.14|
|Cancellation / Amendment of confirmed NetLink Trust FTP Appointment (High-rise)||$160.50|
|Cancellation / Amendment of confirmed NetLink Trust FTP Appointment (Landed)||$288.90|
|Early Cancellation Fee before scheduling NetLink Trust appointment||$53.50|
|Early Cancellation Fee after scheduling NetLink Trust appointment (High-rise)||$160.50|
|Early Cancellation Fee after scheduling NetLink Trust appointment (Landed)||$288.90|
|Termination of Fibre Broadband Service 5 working days before installation or before contract expiry (Early Termination Fee)||The remaining value of the contract period.|
|Deposit for Non-Singaporean / credit risk (Refunded upon return of equipment and no outstanding payment)||$200|
|Maintenance / On-site / Rescheduling / Missed Appointment Fees||$53.50|
|Weekday Installation / Rescheduling / Missed Appointment Fee (9 AM to 5:30PM)||$53.50|
|Weekday Installation / Rescheduling / Missed Appointment Fee (6 PM to 8:30PM)||$69.50|
|Weekend Installation / Rescheduling / Missed Appointment Fee (9 AM to 5:30PM)||$80.25|
|Delivery / Collection Fee (Currently Not Available)||$0.00|
|Optical Network Router (ONR) – Lost / Non-Returned / Damaged / Replacement||$98.00|
|Lost / Damaged power adapter (ONR)||$21.40|
2.1 In the event that subscriber terminates WhizComms Broadband plan prior to the expiry of the Subscription Period, Early Termination Charges as set out in Clause 2.0, 2.2 and 2.3 will apply.
2.2 The Penalty for Early Termination of Contract is the Total sum of monthly charges for the remaining contract period. This clause does not apply to auto-renewal contracts.
2.3 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.
2.4 Termination of fibre link may take up to 7 days from the date of notice of termination.
2.5 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 the subscriber on the date that the fibre link is released by WhizComms. Early Termination Charges as set out in Clause 2.0 will apply if such termination occurs prior to the expiry of the Subscription Period.
3.1 Any promotion inclusive of delivery and installation will be for weekdays Monday to Friday from 9AM to 5.30PM only. Promotion entitlement is for 1 trip per customer. Weekend and after office hours Installation is available upon request and is chargeable. Please refer to Clause 2.0 for installation charges.
3.2 Non-promotional delivery and installation charges please refer to Clause 2.0.
3.3 WhizComms Provisioning Team will contact the subscriber for scheduling and installation confirmation after package sign up has been completed. Please allow up to 5 working days to receive this call. Personal verification will be conducted to confirm the identity of the called party as the signed up subscriber. All call conversations will be recorded. Once a date and time period have been confirmed with the subscriber, any subsequent cancellation/termination request will be subjected to early termination charges as stated in clause 2.1
3.4 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.
3.5 For any request to change the installation appointment day, the installation fee will be charged based on the rate of the initial appointment or the amended appointment whichever is higher.
3.6 Customer may be 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.
3.7 WhizComms’ field engineers will not be able to assist on any 3rd party wifi routers, IP-Camera, Smart Television or any other form of Internet-related devices wired or wireless on the day of installation of WhizComms Broadband service. Any 3rd party internet devices not procured from WhizComms will require the subscriber to seek assistance from the manufacturer on its enquiries.
3.8 Troubleshooting mechanisms currently practiced by WhizComms is as follows;
3.9 WhizComms strongly encourage subscribers to show equal respect to its field engineers, and not to exhibit aggressive behaviour, any form of harassment or improper conduct during installation of internet service. Any such feedback will be dealt with by advising the field engineer to recover all installed items and leave the premise. Follow up actions may include making a Police report for further investigation and/or legal prosecution.
4.1 Wireless Devices – Optional for new WhizComms Broadband Service subscription and available for one-time purchase as well as subscription packages.
4.2 Please note the support versions for Askey and Deco mobile app
4.3 For technical support or warranty issues, please contact product manufacturers/distributors. Respective Hotline numbers can be found in the accompanied product as well. For convenience, please refer below;
TP-Link Archer AC1200 / Archer AC1750 / Deco M5 wireless router
Warranty 1 for 1 exchange (RMA) at Ban Leong Technologies Limited (Authorised Service Centre for TP-Link)
Askey AP5100W Wireless Mesh Router
5.1 WhizComms 1Gbps Broadband Plans will have a typical wired download speed between 715.37Mbps – 954.27Mbps. 300Mbps Broadband Plans will have a typical wired download speed between 200Mbps – 280Mbps. 500Mbps speed boost plans will have a typical wired download speed between 400Mbps – 480Mbps. These ranges are derived from local traffic tested through a local speed test server. In actual usage, the download speed may be subjected to the performance and connectivity of the destination site.
5.2 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.
5.3 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.
6.1 Use of Whiz Fibre Broadband services constitutes acceptance of the WhizComms’ terms & conditions which shall include, but without limitation to, the following:
a) 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.
b) 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:
c) 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.
d) 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.
e) Violations of this policy may be reported to WhizComms via email: email@example.com.
f) 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.
7.1 By completing the registration process for any service provided by WhizComms, the Subscriber is deemed to have accepted and agreed as follows;
7.2 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$20 will be levied on a monthly basis.
7.3 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.
7.4 Payment method is through credit card or inter-bank GIRO.
7.5 Credit card details will only be for validation and verification during service subscription. The credit card validation of $0.10 is made to your bank and will be released within 7 days. No payment will be deducted.
7.6 Credit Card or inter-bank GIRO deductions will be made upon issuance of e-bill to subscriber account.
7.7 All payments charged to Subscriber’s designated credit card or bank account are subjected to the same terms and conditions governing the credit card or bank account. The Subscriber shall notify WhizComms if the designated card is lost, stolen, expired or is terminated for any reason.
7.8 WhizComms bills their Subscribers monthly only in e-bill format. 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 of last month and the whole of current month bill period. Subsequent bills will detail the current month’s subscription.
7.9 WhizComms will deduct all current and outstanding bills by 16th of each month. If 16th falls on a Saturday, Sunday or Public Holiday, the deduction will be made on the next business day. Any payment in excess will be automatically allocated for the following month’s bill deduction in part or in full. In the event that a refund request is made, the requesting subscriber will have to send an email to firstname.lastname@example.org with the amount and contact number for the arrangement of the collection at WhizComms office.
7.10 WhizComms reserves the right to suspend or terminate service(s) provided to the Subscriber if payment has not been received by WhizComms after payment due date. Once an account has been suspended, re-activation of service can only be requested upon receipt of full payment on the amount outstanding and a service activation fee charge. Re-activation may take up to 3 working days to complete. Subscription will not be pro-rated during suspension period. When an account has been terminated, re-subscription can only be requested upon receipt of full payment on the amount outstanding and the remaining unfulfilled contractual amount. Re-subscription will require a $200 deposit based on No-Frill package only. Please note that any unpaid overdue payments will be listed in DP SME Credit Bureau database and this record may be assessed by financial institutions and other approving credit companies. Please chat with WhizComms at https://www.whizcomms.com.sg if you require more information on payment method arrangements
7.11 WhizComms will periodically send marketing and promotional materials via emails to subscribers. An opt out option is available in the email for subscribers who does not wish to receive future materials.
7.12 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.
7.13 WhizComms strongly encourage subscribers to show equal respect to its customer care, and not to exhibit improper use of language or any form of verbal/written harassment during call, chat or email conversions. Any such feedback may be reported to the police for further investigation and/or legal prosecution. All recordings will only be provided as legal evidence.
7.14 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.
7.15 WhizComms reserves the right to amend, change or withdraw any terms and conditions without prior notice.