Terms & Conditions

Service Availability

Internet service may be provided through Fiber to the Home, Fiber to the Building, Fiber to the Neighbourhood, or another suitable network architecture.

All plans and services are subject to:

• Network availability
• Technical feasibility
• Infrastructure availability
• Building or society permission
• Right-of-way availability
• Completion of KYC verification
• Payment of applicable charges
• Compliance with legal and regulatory requirements

Submission of an application or payment does not guarantee service availability until technical feasibility has been confirmed.

Customer Registration and KYC

Every customer must provide genuine, accurate, complete, valid, and current information for registration and service activation.

Required information may include:

• Full name
• Installation and billing address
• Registered mobile number and email address
• Valid identity and address proof
• Photograph and signature
• Business documents, where applicable
• Other information required for regulatory compliance

The customer must notify XG Internet of any change in their registered information.

Fake or Forged Documents

Submission of fake, forged, altered, stolen, invalid, misleading, or unauthorised documents is strictly prohibited.

If any information or document is found to be fraudulent or incorrect, XG Internet may:

• Reject the application
• Suspend or terminate the connection without refund
• Block further service requests
• Report the matter to the police, Department of Telecommunications, law-enforcement agencies, or another competent authority
• Initiate legal action under applicable Indian laws

The person submitting such documents will be responsible for all resulting claims, losses, penalties, investigations, and legal consequences.

Prepaid Plans

All plans are provided on a prepaid basis. Applicable charges must be paid before activation, renewal, upgrade, or continuation of service.

The connection may be automatically suspended when the plan expires. XG Internet will not be responsible for suspension caused by delayed payment, failed payment, or recharge against an incorrect Customer ID.

Plan Pricing and Taxes

Plan prices, speed, validity, Fair Usage Policy limits, bundled benefits, and other features will be as stated on the website, Customer Order Form, Tariff Selection Sheet, payment portal, or authorised company communication.

All prices are exclusive of applicable GST and statutory charges unless specifically stated otherwise.

Installation and activation charges are currently nil for standard connections unless otherwise stated. Additional charges may apply for excess fiber, internal wiring, shifting, reinstallation, civil work, special material, technician visits, or non-standard installations.

Tariff and Regulatory Conditions

Tariff plans and offers are subject to applicable guidelines, directions, regulations, and orders issued by the Telecom Regulatory Authority of India, the Department of Telecommunications, and other competent authorities.

XG Internet reserves the right to introduce, revise, modify, suspend, or withdraw any plan, tariff, speed, validity, feature, offer, or benefit in accordance with applicable requirements.

The duly completed Customer Order Form and Tariff Selection Sheet will form an integral part of the service agreement.

Broadband Speed

The speed stated in a plan is the maximum available speed under suitable network conditions. It is not guaranteed at all times unless specifically covered by a separate written Service Level Agreement.

The maximum plan speed is delivered up to the LAN port of the XG Internet device. Wi-Fi speed and coverage depend on:

• Distance from the router
• Wi-Fi interference
• Building structure
• Router and customer-device capability
• Connected devices
• Internal wiring
• Frequency band and channel conditions

Speed indicated in a plan is measured up to the XG Internet ISP node. Performance of third-party websites, applications, gaming platforms, OTT services, content servers, and international networks is outside the direct control of XG Internet.

Symmetric Bandwidth and Data Usage

Services are provided with symmetric bandwidth, meaning the maximum download and upload speeds are the same, subject to the selected plan and network conditions.

Data usage includes both download and upload traffic. Usage during each session may be measured and recorded in bytes.

Certain plans may be subject to a Fair Usage Policy. After the prescribed data limit is reached, speed may be reduced according to the applicable plan.

Installation

The customer must provide safe access to the premises and obtain permission from the owner, landlord, society, association, or other concerned authority.

Installation timelines are indicative and may be affected by permissions, network availability, fiber availability, weather, civil work, equipment availability, or other operational conditions.

Ownership of Equipment

Any router, ONT, modem, set-top box, Android box, adapter, remote control, power supply, cable, or other equipment supplied on a returnable, rental, bundled, or security-deposit basis remains the sole property of XG Internet Private Limited.

Payment of plan charges, installation charges, activation charges, or a security deposit does not transfer ownership to the customer.

The customer must:

• Keep the equipment safe and operational
• Use it only for the subscribed service
• Protect it from water, fire, theft, electrical fluctuation, and physical damage
• Not open, modify, sell, rent, pledge, transfer, or tamper with it
• Not remove labels, seals, serial numbers, or company identification
• Return it when requested or when the service ends

The customer will be liable for the repair or replacement cost of equipment that is lost, damaged, tampered with, or not returned.

Lawful Use

The customer must use the service only for lawful purposes. The service must not be used for:

• Cybercrime, hacking, phishing, or fraud
• Accessing or distributing unlawful content
• Sending spam, malware, viruses, or malicious code
• Unauthorised access to networks or accounts
• Copyright or intellectual-property infringement
• Illegal gambling or prohibited activities
• Network attacks or service disruption
• Concealing or falsifying the origin of communications
• Any activity prohibited under Indian law

The customer is responsible for all activity conducted through the connection, including activity by family members, employees, guests, tenants, or other users.

Account and Wi-Fi Security

Customers are responsible for securing their Wi-Fi network, passwords, account credentials, and connected devices.

XG Internet will not be responsible for losses caused by weak passwords, unsecured Wi-Fi, malware, unauthorised access, or sharing of account credentials.

Passwords, OTPs, UPI PINs, and card PINs must never be shared with anyone, including persons claiming to represent XG Internet.

Resale and Redistribution

Residential connections are intended for use only at the registered premises.

The customer must not commercially resell, redistribute, extend, or share the service beyond the approved premises without written authorisation from XG Internet.

Unauthorised resale or redistribution may result in immediate termination without refund, recovery of applicable commercial charges, and legal action.

Service Interruptions

XG Internet will make reasonable efforts to maintain service availability but does not guarantee uninterrupted or error-free service.

Service may be affected by maintenance, fiber cuts, equipment failure, power failure, upstream-provider outages, network congestion, natural disasters, cyberattacks, government directions, or circumstances beyond the company’s reasonable control.

Customer Support

Complaints must be registered through an official XG Internet customer-support channel. A complaint will be treated as officially registered when a ticket or complaint number has been issued.

Resolution time will depend on the nature of the issue, location, network access, equipment availability, third-party dependency, and access to the customer’s premises.

Suspension and Termination

XG Internet may suspend, restrict, or terminate service if:

• The prepaid plan expires
• Applicable charges remain unpaid
• KYC details are incomplete or incorrect
• Fake or forged documents are submitted
• The service is used unlawfully
• The connection is resold without authorisation
• Company-owned equipment is tampered with
• The customer creates a network or security risk
• A government or competent authority orders suspension
• These Terms and Conditions are violated

Suspension or termination will not release the customer from outstanding charges, equipment-return obligations, damage charges, or legal liabilities.

Limitation of Liability

To the extent permitted by law, XG Internet will not be liable for indirect or consequential losses arising from service interruption, reduced speed, data loss, business loss, third-party platforms, cyber incidents, or customer-device failure.

Customers requiring uninterrupted connectivity for critical operations should maintain appropriate backup connectivity and data-protection arrangements.

Governing Law

These Terms and Conditions will be governed by the laws of India. Disputes will be subject to applicable consumer-protection laws and the jurisdiction of the competent courts where the registered office of XG Internet Private Limited is situated.

Amendments

XG Internet may update these Terms and Conditions due to changes in services, technology, commercial requirements, regulations, or applicable laws.

Continued use or renewal of the service after an update will constitute acceptance of the revised terms.