Terms and conditions of sale Dynamic Broadband & Fair Usage PolicyBy purchasing from Nerja Solutions, you agree to the following;
Returns and refunds Money back guarantee:
- If you are not satisfied with the service level you may be entitled to a refund within the first 28 days and under the following conditions.
- If your connection is disrupted for a time period longer than 48 hours.
- If the connection does not match our criteria outlined in “Our provision of service to you”. This will be verified by our engineer using independent speed test software.
- The use of third party access points or routers is not supported and therefore we do not guarantee the functionality of our connection when used with such devices.
- A re-stocking fee and / or installation fee may be deductible depending on circumstances.
Contracts and ownership of equipment.
Our provision of service to you.
3.2 We will use reasonable skill and care when we provide the Services to you.
3.3 We do not guarantee that the Services will be fault free or available at any particular time or continuously. You accept that Telefonica does some programming and engineering work at our local phone exchange so that you can receive the Services. We do not accept any responsibility for errors or delays caused by Telefonica while they are carrying out any set-up or ongoing programming or call-routing work that affects the Services, or for any acts or omissions of other Service Providers, third party service or equipment suppliers that impact on our ability to provide the Services.
3.4 In certain limited circumstances, we may not be able to provide you with the Services for technical reasons. If this happens we will use reasonable endeavors to let you know promptly.
3.5 We may suspend the Services from time to time without notice to you where it is necessary for us to do so for operational reasons such as repair, maintenance, improvement or emergency. We will restore the Services to you as soon as possible.
3.6 You accept and acknowledge that the Broadband Services, as with other Internet applications, are not secure and we do not guarantee the prevention or detection of any unauthorized attempts to access the Broadband Services or your computer. It is your responsibility to protect your computer from computer viruses, adware, spyware, and malware by installing and updating adequate anti-virus and security software.
3.7 We will use reasonable endeavors to provide the Broadband Services to you at the speed you have requested, however we cannot always guarantee this. The speed of your connection and download times may be slower depending on the length of any cables at the Installation Address, the distance the Installation Address is from the mast, the speed and quality of your router and modem, and congestion on our Network or the Internet.
3.8 With the intention of ensuring our Network performs consistently in all locations across our Network and at all times of the day, we reserve the right to manage internet applications across the Broadband Services at our discretion as we see fit. This may include, but is not limited to, prioritizing web traffic and email over file sharing activities during times of high congestion.
Faulty goods within 28 days of receipt will be exchanged depending on condition. This does not apply to faults caused by accident, neglect or misuse, for which there will be no re-fund or exchange.
Outside of these 28 days and the product develops a fault you will be responsible for returning the product and we can help arrange repair or return to manufacturer. This applies to goods within 12 months of purchase. Again, accidental damage does not apply. 2nd year guarantee only applies if chargeable annual service is carried out by NS.
Realignment of Antenna
Due to strong weather conditions a dish may need to be adjusted as they are only installed to certain wind strain levels. This service is not free of charge and a maintenance fee will apply. If the dish loses signal within 3 months of install and no strong winds have affected alignment there will be no charge. This does not apply if any other party has carried out maintenance or void sticker has been removed.
Damaged or incorrect goods
The customer must check product on receipt and if damaged or incorrect a replacement will be arranged immediately. All packaging must be retained and Nerja solutions must be notified within 7 days of delivery.
Liability and security
NS liability for any injury (other than death or personal injury), damage or loss, in particular consequential loss, arising from the use of any goods purchased is hereby excluded. Any injury, damage or loss arising directly from the negligence of NS or its installers will be limited to a refund of the value of the goods purchased and any other charges already paid.
All reasonable care is taken to protect the confidentiality of credit card details, NS are lot liable if through no fault of their own such details are intercepted and used by third parties. All personal details are handled in accordance with the Data Protection Act 1998.
NB We practice a policy of continual review and reserve the right to change the above terms and conditions at any time, without prior notification.
Dynamicbroadband - Fair usage policy
A very small number of customers use an excessive amount of the network bandwidth at peak times, to the extent that it can impair the performance of others. Dynamicbroadband’s Fair Usage Policy is designed to provide the most effective service to all Customers.
The fair usage policy will identify the very small number of very heavy users. We will communicate with these users to try and establish what is driving the high usage and how individual usage patterns and habits can be modified to the benefit of all. In extreme cases, Dynamicbroadband may be required to apply management techniques to reduce the impact the heavy users have of the service performance of others.
What Level of usage is allowed?
Only customers downloading well in excess of 5GB a month are likely to be impacted by the Fair Usage Policy.
This is the equivalent of downloading more than five movies a month, or watching streaming content for more than 3 hours every week
The Fair Usage Policy will adversely impact less than 0.5% of the users on the network.
How do I know if I am likely to be affected by the Fair Usage Policy?
If you don’t use Peer to Peer file sharing software or stream video or radio for extended periods, it is unlikely you will ever be affected by this Fair Usage Policy. If you do use these applications, all we ask is that you use these applications considerately and send and receive large files outside of peak hours.
What happens if you are affected by the Fair Usage Policy?
If you are affected, we will contact you by email to let you know that your usage at peak hours is excessive and is affecting other customers. The email will be sent to both your contact email address and will contain simple advice on how to reduce your usage. If your usage is still excessive, we will contact you again to ask you to reduce your usage during peak hours. If your usage still remains excessively high, we will contact you a third time to advise you that we will be reducing your capability to consume bandwidth.
Broadband services are based on the principle that many users share the same network resources. From time to time, there is a chance that the demand for the available bandwidth will exceed the capacity of the network. At Dynamicbroadband we have opted to deploy mechanisms that aim to create a level playing field, ensuring a fair and quality service for every customer.
The task of delivering equitable bandwidth for data, video and voice traffic carried over our network is called traffic management. It is the mechanism by which different types of traffic are recognized and handled to best effect for the overall performance of the network.
The network traffic generated by customers is identified according to its application type. Some types of traffic are more sensitive to delay and packet discard than others. The traffic management system will look to provide the optimum performance for the benefit of the majority of users and applications.
There is no time based application of the traffic management policies because congestion could potentially occur at any time. The policies are amended to changing conditions and optimized regularly. Our typical peak times however are between 6pm and 10pm weekdays and weekend afternoons.
The general principles we adopt are as follows:
All traffic is identified by application, and assigned to a class.
Prioritisation of traffic is given according to the class of service.
No ports or protocols are blocked.
Dynamicbroadband operates no time of day criteria for traffic management.
The negative results of traffic management are that some users may experience reduced throughput rates, for some applications, during heavily congested times. This is especially likely for Peer to Peer (P2P) and News Group applications.
P2P applications are those used for downloading, typically very large files such as movies, over extended periods. If left unchecked, P2P can be responsible for consuming over 70% of the available bandwidth, despite being used by a fraction of the user base. Peer to Peer applications are generally given low priority and are not guaranteed to function Peer to Peer applications include, but are not limited, to the following:
News Groups are applications used for discussing topics or more often the sharing of large data files. Like P2P applications, Newsgroups are considered as non-time sensitive traffic. As such the traffic is given a lower priority compared to other types of traffic.
All of our customers are asked to complete a satisfaction questionnaire.
All of the responses have been very positive. We have kept ALL of our feed back sheets and have them in the office for you to view at any time.