Definitions
"Company", "Nexa", "we" refers to Nexa Broadband Pvt. Ltd. "Customer", "you" refers to any subscriber. "Services" includes broadband connectivity, equipment, and the self-care portal. "ONU" is the Optical Network Unit at customer premises. "CAF" is the Customer Acquisition Form. "Self-Care Portal" is at customer.nexabroadband.in.
Service plans & tariffs
Plans: Starter (200 Mbps / ₹399), Turbo (300 Mbps / ₹599), Ultra (400 Mbps / ₹699), Gigabit (1 Gbps / ₹1,199). All prices are monthly, exclusive of GST @ 18%. All plans include unlimited data with no FUP. Plans may be modified or discontinued without prior notice per TRAI/DoT guidelines. Promotional plans are limited-time and may not be available on renewal.
Billing & payments
All plans are prepaid. Payments via the self-care portal (UPI, cards, net banking) or authorized partners. Non-payment may result in suspension. Connections not renewed within 7 days may be suspended; after 30 days, permanently terminated. Auto-renewal available through the portal.
Installation & activation
Installation is free on all plans. Valid government photo ID required (Aadhaar, PAN, etc.) per DoT. Subscriber must be 18+. Subject to feasibility check. Standard installation: 3–5 working days after payment. One-time charges to local partners are non-refundable.
Equipment & devices
ONU/Router is "Free to Use" during active subscription and remains Nexa's property. Must be returned upon termination. Damaged devices replaced for ₹2,000. Faulty devices (not customer-caused) replaced within 48 hours to 5 working days. Security deposit (if applicable) refunded online within 45 working days of ONU return. Forfeited if services not renewed for 6+ months.
Speed & performance
Advertised speeds are to the LAN/Ethernet port. Wi-Fi speeds vary based on premises, interference, distance, and device capability. Nexa does not guarantee Wi-Fi speeds. Actual speeds may vary with network congestion and destination server capacity. Speed tests available via the self-care portal.
Acceptable use policy
Prohibited: violating Indian law, unauthorized commercial use, hosting servers without agreement, distributing illegal content, hacking, distributing malware, circumventing network security, degrading service for others. Violations may result in immediate disconnection without refund.
Suspension & termination
Nexa may suspend for non-payment, policy violations, maintenance, or government direction. Customers may disconnect via the portal or support. ONU must be returned within 15 days. Prepaid charges are non-refundable. Inactive accounts (30+ days) may be terminated.
Refund policy
Prepaid charges are non-refundable. Refunds extended only for first payment if connection is not feasible. Installation charges to local partners are non-refundable. Security deposits refunded online within 45 working days of ONU return.
Connection shifting
Shifting requests via the portal or support. ₹500 one-time charge (inclusive of taxes). Subject to feasibility at new address. Processed after payment. No refund for unsuccessful shifting due to non-feasibility.
Service level agreement
99.9% uptime target. Faults acknowledged within 4 hours, resolved within 24 hours. Faulty ONU replaced within 48 hours to 5 working days. Scheduled maintenance notified 24 hours in advance (2–6 AM IST). Gigabit plan customers get priority 12-hour resolution and dedicated support.
Limitation of liability
Services provided "as is". Nexa not liable for indirect, consequential, or punitive damages. Not liable for force majeure events. Total liability capped at 3 months' charges preceding the claim. No guarantee of uninterrupted service. Not responsible for third-party content accessed through the internet.
Intellectual property
All website content, logos, and marks are Nexa Broadband's property, protected under applicable laws. Reproduction without consent is prohibited.
Amendments
Terms may be updated at any time. Changes effective upon posting. Continued use constitutes acceptance. Material changes notified via portal, email, or SMS.
Governing law & disputes
Governed by Indian law. Disputes subject to courts where Nexa is registered. Good-faith mediation attempted first. Nothing limits customer rights to file complaints with TRAI or consumer forums under the Consumer Protection Act, 2019.