Legal Terms

Clear terms, clear accountability

These terms define how GPISP internet services are provided, billed, supported, and legally accepted so customers can make informed decisions before onboarding.

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Quick summary

Review these key points first, then read the full clauses below.

Billing policy

Billing is advance-based and payable between 1st-10th each month; unpaid bills can trigger temporary disconnection.

Speed and FUP

Speed is delivered on an "Up to" basis. Fair Usage Policy (FUP) may apply for abnormal heavy usage.

Equipment policy

ONU/cables remain first-party assets. Router is customer-owned unless contract/rental terms apply.

Extra service fees

Charges apply for cable extension, router reconfiguration, password reset visits, and emergency support.

Clause 1: Required documents and eligibility

1.1 The customer must submit the following documents at the time of connection -
- One passport-size photograph
- Photocopy of National ID (NID)
- For businesses, a valid trade license copy (with seal and signature)
- For foreign nationals, a copy of passport
1.2 For customers under 18 (eighteen), a valid guardian's signature is mandatory.

Clause 2: Connection and payment terms

2.1 At the time of new connection, the prescribed connection/service charge must be paid, which is non-refundable.
2.2 Internet bills are payable in advance. At connection, the service charge and the first month's bill must be paid together.
2.3 Monthly bills must be paid between the 1st and 10th of each month. Failure to pay within the due time will result in temporary disconnection.
2.4 To reconnect, the full bill for the relevant month must be paid.
2.5 Relocating the connection from one place to another will incur a service charge of BDT 500. Any additional equipment or cable required for relocation will be borne by the customer.
2.6 Customers must bear 5% VAT or any other applicable taxes imposed by the government.
2.7 The first party reserves the right to change the monthly bill, service charge, or other fees with 30 (thirty) days' prior notice.

Clause 3: Internet speed and usage policy

3.1 Internet speed is provided on an "Up to" basis. Speed may vary due to international gateways, content servers, network load, or unavoidable reasons.
3.2 If excessive or abnormal bandwidth usage (such as 24/7 heavy downloads, server hosting, torrent seeding, etc.) is detected, the first party may temporarily limit speed or control the connection according to the Fair Usage Policy (FUP).

Clause 4: After-sales service (Customer Support)

4.1 Direct customer support will be provided at the office daily from 9:00 AM to 10:00 PM.
4.2 Technical support will be provided via the call center daily from 9:00 AM to 10:00 PM.
4.3 Billing issues, speed changes, temporary suspension, or any complaints must be communicated only through the designated call center number. Complaints to any other numbers will not be accepted.

Clause 5: Equipment and safety

5.1 ONU, cables, and other networking equipment supplied by the first party will remain the property of the first party. The router will be considered the customer's own property unless it is rented or supplied under contract by the first party.
5.2 Upon disconnection, equipment owned by the first party must be returned in good condition. If damaged or not returned, the specified cost must be paid.
5.3 The first party will not be liable for damage to customer devices caused by high voltage, lightning, or natural disasters. Customers must take necessary protection measures on their own.

Clause 6: Customer liability and responsibilities

6.1 Customers are responsible for securing their personal information and data.
6.2 Without written permission from the first party, customers may not share, redistribute, or commercially use the connection.
6.3 If these terms are violated, the first party reserves the right to disconnect the service and impose penalties.

Clause 7: Disconnection

7.1 To temporarily or permanently close the connection, the customer must notify the first party in writing at least 1 (one) month in advance.
7.2 No partial-month or daily billing applies upon disconnection.
7.3 If the connection is closed during the current month, the full month's bill must be paid.
7.4 If there are outstanding dues, the first party may take legal action for recovery, and all related costs will be borne by the customer.

Clause 8: Force majeure and liability waiver

8.1 The first party will not be liable if the connection is disrupted due to natural disasters, lightning, earthquakes, fire, or other unavoidable causes.
8.2 No monthly bill discount or refund will apply in such cases.

Clause 9: Legal and ethical use

9.1 Customers will not engage in any illegal, unethical, or anti-state activities using the internet connection.
9.2 Customers will bear all legal responsibilities for such activities.

Clause 10: Data retention and legal cooperation

10.1 Customer data will be stored in accordance with applicable laws of Bangladesh and BTRC guidelines.
10.2 No information will be shared with third parties without a written order from law enforcement agencies.

Clause 11: Digital acceptance

11.1 Online applications, SMS/WhatsApp/Email confirmations, or digital signatures will be considered legally valid acceptance of this agreement.

Clause 12: Additional services and service charges

12.1 After connection, if additional services are provided at the customer's request or due to customer-related issues, the following service charges will apply -
- Additional cable (UTP Cable): BDT 25 per meter
- Router setup / reset configuration: BDT 200 (for customer-initiated reset or misconfiguration)
- Router password change: BDT 100 (if a technician visit from the office is required)
- Premium / emergency support: BDT 200 (team will arrive within 30 minutes of the request)
12.2 The above services are not included in the regular monthly bill.
12.3 The first party reserves the right to revise or update the above service charges with prior notice, as needed.