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Internet service terms

The general terms on which we provide internet and network services to our customers.

Last updated: 19 October 2026

1. About these terms

These terms apply to the internet, connectivity and managed network services ("services") provided by IOTech Global Hub Limited ("IOTECH", "we", "us"), 20 Okotie Eboh Close, Off Awolowo Road, S.W. Ikoyi, Lagos, Nigeria, an Internet Service Provider licensed by the Nigerian Communications Commission (NCC). They apply together with:

If your service agreement or SLA conflicts with these terms, your agreement prevails for that service. Nothing in these terms or your agreement reduces your rights under the Nigerian Communications Act 2003 or the NCC Consumer Code of Practice Regulations 2024. Use of our website is covered separately by our Website terms.

2. Our services

We provide high-speed broadband internet, dedicated enterprise connectivity, VoIP solutions and managed IT services to residential users, SMEs and large enterprises. Before you sign up we will tell you, in writing, the service and speed you are buying, the price and any one-off charges, the minimum term, and how the service can be ended. Residential plans are priced as published or quoted. Enterprise services such as dedicated internet, microwave and fiber links are priced by individual quotation, because each depends on the location, capacity and design required.

3. Ordering and installation

  • Every service starts with an order or signed agreement, and may depend on a site survey confirming that we can serve your location.
  • You must give our engineers safe access to your premises and a stable power supply during installation. Any structural work, such as mounting a mast or running cables, must be approved by you or the property owner in advance.
  • We will agree an installation date with you and tell you promptly if it needs to change.

4. Equipment

Unless your agreement says otherwise, customer-premises equipment (CPE) such as routers, radios and antennas remains IOTECH's property. You must keep it safe, use it only for the service, and not move, open or alter it without our agreement. Equipment comes with a standard warranty. Repairs or replacements needed because of misuse, damage or tampering will be charged to you. When your service ends, rented equipment must be returned in good condition, or we may charge its replacement cost.

5. Charges, billing and payment

  • Services are billed on a prepaid or postpaid basis, depending on the service. Billing cycles are monthly unless your agreement says otherwise, and we send reminders by SMS and email before renewal dates.
  • Renewals are automatic unless you turn them off through the Self Service portal or ask us to.
  • Bills and receipts are itemised and include applicable taxes. Receipts show the transaction ID, date, time and plan details.
  • Pay only through the official channels shown on your invoice or in the Self Service portal. Never pay an individual or unofficial agent; we will never ask you to.
  • If you dispute a charge, our Complaints procedure applies, and we will not suspend your service over the amount in dispute while we investigate.
  • We will give you at least 30 days' notice before increasing the price of an existing service, except where an increase is caused by a change in tax or regulatory charges.

6. Service quality, faults and outages

We work to keep your service available at all times, and we monitor our network from our Network Operations Centre. Speeds and performance can be affected by factors outside our control, such as power, weather, third-party networks and the condition of your own devices and wiring. The performance commitments that apply to you are those in your agreement or SLA.

Report faults to our 24/7 support line. We aim to start work on a fault within 4 hours and fix it within 2 working days, unless your SLA sets shorter times. We will give advance notice of planned maintenance wherever possible. For unplanned outages lasting more than 24 hours, we may apply compensation or a service extension, depending on the cause and duration, as set out in our Consumer Code of Practice and your SLA.

7. Fair usage and traffic management

Some plans that are sold as unlimited are subject to a Fair Usage Policy to prevent network congestion. Any Fair Usage limits will be stated in your plan. If you approach a limit, we will alert you, and we will tell you clearly before speeds are reduced or the service is adjusted. We manage traffic only to protect network security and integrity, manage congestion, or comply with the law, and we do not block or slow down lawful content, applications or services because of who provides them. Our Traffic Management & Fair Usage Policy explains this in full.

8. Your responsibilities

  • Use the service lawfully and in line with our Acceptable Use Policy, and make sure others who use your connection do the same.
  • Keep your devices, Wi-Fi network and passwords secure. Use strong passwords and up-to-date security software. We are not liable for losses caused by your own negligence or by attacks on your devices that are outside our control.
  • Give us accurate details, keep them up to date, and allow reasonable access, with notice, for maintenance and repairs.
  • Supervise any use of the service by children. Our Child Online Safety page explains the parental controls available.

9. Relocation

You can ask us to move your service to a new address. Please give us at least 7 working days' notice. A relocation fee applies, and the move depends on our being able to serve the new location.

10. Suspension

We may suspend or restrict your service if you do not pay undisputed charges after a reminder, if you breach our Acceptable Use Policy, if your use puts our network or other customers at risk, or if we are required to by law or by the NCC. Except in an emergency or where the law requires immediate action, we will warn you first and give you a reasonable chance to put things right. Where your service is suspended because of non-payment, we will restore it promptly once the outstanding amount is paid; a reconnection fee may apply if your agreement says so.

11. Ending your service

You may end your service in line with the notice period and minimum term in your agreement. Agreements range from month-to-month to annual commitments, and early termination charges, if any, are set out in your agreement before you sign. We may end your service for serious or repeated breaches of these terms, or if we can no longer lawfully provide it, giving you as much notice as we reasonably can. When your service ends, you must pay any outstanding charges and return our equipment.

12. Your personal data

We collect and use your personal data to provide and support your service, as explained in our Privacy policy. We do not monitor the content of your communications except where required by law. We send marketing messages only with your consent, and you can opt out at any time.

13. Liability

To the extent permitted by law, we are not liable for indirect or consequential loss, or for loss of profits, data or business. We are not responsible for third-party content or services you access through our network. Our total liability for each service is set out in your agreement or SLA. Nothing in these terms limits liability that cannot be limited under Nigerian law.

14. Events outside our control

We are not responsible for failures or delays caused by events beyond our reasonable control, such as fibre cuts by third parties, vandalism, extreme weather, public power failures, civil unrest or government action. We will tell you about the problem and work to restore service as quickly as possible.

15. Complaints

If you are unhappy with any part of our service, please use our Complaints procedure. We acknowledge every complaint within 24 hours. If your complaint is not resolved within 30 days, you may refer it to the NCC Consumer Affairs Bureau on the toll-free line 622.

16. Changes to these terms

We may update these terms to reflect changes in our services, the law or regulation. We will give customers at least 30 days' notice of any change that materially disadvantages them, and if you do not accept such a change, you may end the affected service without an early termination charge before it takes effect. The latest version will always be on this page.

17. Governing law

These terms are governed by the laws of the Federal Republic of Nigeria. The courts of Lagos State have jurisdiction, without affecting your right to refer a complaint to the NCC.

18. Contact us

IOTech Global Hub Limited, 20 Okotie Eboh Close, Off Awolowo Road, S.W. Ikoyi, Lagos, Nigeria
Support: [email protected] · Phone: +234 704 700 0226