Terms of Service, Acceptable Use Policy, Privacy Policy & Service Agreement

Welcome to Neef IT. By subscribing to or using our broadband internet services, fiber optic network, FTTH services, BDIX routing, IPTV, FTP, or related products, you agree to comply with this Service Agreement.

These terms apply to all residential, business, and enterprise customers.

Neef IT provides Fiber To The Home (FTTH) broadband internet services throughout Sylhet and surrounding areas.

Service availability depends on network coverage, infrastructure availability, and technical feasibility.

We reserve the right to approve, reject, suspend, or discontinue service where necessary.

All internet packages are prepaid.

Customers must pay subscription charges before the due date.

Failure to make payment may result in:

• Temporary suspension
• Service restriction
• Full disconnection

Neef IT reserves the right to disconnect services due to unpaid bills without prior notice.

• Installation fees are non-refundable.
• Activation fees are non-refundable.
• Site survey fees are non-refundable.
• Any additional infrastructure costs required for installation may be charged separately.

Unless explicitly sold to the customer in writing, the following remain the property of Neef IT:

• ONU
• ONT
• Media Converters
• Fiber Optic Cable
• Junction Boxes
• Splitters
• Switches
• Mounting Hardware
• Network Devices

Neef IT reserves the right to reclaim company-owned equipment immediately upon service termination or cancellation.

Customers are responsible for protecting company-owned equipment installed at their premises.

Any loss, theft, fire damage, water damage, intentional damage, negligence, or unauthorized modification may result in replacement charges.

Neef IT is responsible for delivering internet connectivity up to the termination point.

Performance issues caused by:

• Poor internal router coverage
• Outdated routers
• Incorrect router settings
• Customer-owned devices
• Internal home wiring

are the customer's responsibility.

Customers experiencing customer-owned router problems in Sylhet may contact Neef IT for general assistance and recommendations.

As an FTTH operator, occasional interruptions may occur due to:

• Fiber cuts
• Utility work
• Road construction
• Power failures
• Equipment failures
• Network upgrades
• Scheduled maintenance
• Natural disasters

Customers must provide reasonable time for fault investigation and repair.

Neef IT may perform planned or emergency maintenance at any time.

Temporary service interruptions may occur during maintenance windows.

Customers may not use the service for:

• Cybercrime
• Hacking
• Unauthorized network access
• Identity theft
• Phishing
• Malware distribution
• Spam activities
• DDoS attacks
• Illegal file sharing
• Distribution of malicious software
• Fraudulent activities

Any such activity may result in immediate suspension without notice.

Neef IT operates under applicable laws and regulations of Bangladesh.

We fully cooperate with:

• Government Agencies
• Law Enforcement
• Courts
• Regulatory Authorities
• BTRC

When legally required, we may provide:

• Subscriber information
• Traffic logs
• Session logs
• Connection records
• IP assignment records

Neef IT follows all government directives regarding internet access.

Customers may not access, distribute, promote, or host:

• Illegal gambling services
• Betting platforms
• Terrorism-related content
• Child exploitation material
• Content prohibited by Bangladesh law
• Any website blocked by government order

Customers are solely responsible for all activities originating from their internet connection.

The account holder remains responsible regardless of who uses the connection.

Any assigned public IP address remains the property of Neef IT.

IP addresses may be changed, reassigned, withdrawn, or renumbered without prior notice due to operational requirements.

Residential internet packages may not be resold, redistributed, shared commercially, or provided to third parties without written authorization.

Customers must use network resources responsibly.

Activities that significantly affect network performance or negatively impact other users may result in investigation, traffic management, suspension, or termination.

Neef IT respects customer privacy.

We collect information necessary to:

• Provide internet services
• Process billing
• Maintain network security
• Comply with legal obligations
• Improve service quality

We do not sell customer information to third parties.

Customer information and network logs may be retained according to legal, regulatory, operational, and security requirements.

Service relocation is subject to:

• Coverage availability
• Technical feasibility
• Additional installation charges

Relocation requests may require a new installation process.

Neef IT shall not be liable for:

• Data loss
• Business interruption
• Lost profits
• Device damage
• Third-party service outages
• Force majeure events

Our liability shall be limited to the value of the customer's active subscription period.

Neef IT shall not be responsible for delays or service interruptions caused by:

• Floods
• Storms
• Fire
• Earthquakes
• Fiber vandalism
• Government actions
• Civil unrest
• Power grid failures
• Events beyond reasonable control

• Installation charges are non-refundable.
• Activation charges are non-refundable.
• Partially used subscription periods are non-refundable.
• Refund requests will be reviewed solely at the discretion of Neef IT management.

Neef IT may suspend or terminate service for:

• Non-payment
• Fraud
• Cybercrime
• Violation of these terms
• Abuse of network resources
• Illegal activities

Company-owned equipment must be returned upon termination.

Neef IT reserves the right to modify these policies at any time.

Updated policies will be published on the website and become effective immediately upon publication.

For support, complaints, billing inquiries, or legal matters, customers may contact Neef IT through the official contact channels: