Terms of Service
Last Updated: 5/28/2019
Terms of Service
This document contains your Terms of Service (TOS). It is an agreement between you and Susquehanna Broadband, LLC explaining the rights and responsibilities of Susquehanna Broadband and you as a Susquehanna Broadband customer.
By ordering a service from Susquehanna Broadband, or by using equipment provided by Susquehanna Broadband, you accept the terms and conditions contained in this agreement and agree to comply with its requirements. Susquehanna Broadband is also bound by this agreement, although Susquehanna Broadband has the right to update the terms of service and other policies with conditions.
We have done our best to make this document and other Susquehanna Broadband policies understandable.
Customer, I, you, your: means a person, a company, or a legal entity who subscribes to a service provided by Susquehanna Broadband.
User: This also refers to a person, company, or legal entity who subscribes to a service provided by Susquehanna Broadband, but also includes someone who also uses the same service.
Service: Any service provided by Susquehanna Broadband
Equipment: This means any hardware or device provided by Susquehanna Broadband for use by a customer.
Susquehanna Broadband, we, us: Susquehanna Broadband, PO Box 1, Lewisburg, PA 17837.
Scope of this Agreement
This Agreement shall be governed by, construed under, and enforced in accordance with the laws of the United States of America and the state of Pennsylvania. In the event of a conflict between this Agreement and any applicable tariff, the tariff shall prevail. If any provision of this Agreement shall be held to be invalid or unenforceable, the validity and enforceability of the remaining provisions of this Agreement shall not be affected thereby. The Agreement, which incorporates by reference the Susquehanna Broadband Acceptable Use Policy embodies the entire agreement between the parties with respect to the subject matter hereof and supersedes all prior agreements and understandings, whether written or oral and all contemporaneous oral agreements and understandings relating to the subject matter hereof. Susquehanna Broadband may amend the terms and conditions of this Agreement by giving you thirty (30) days notice. This notice may be in writing or may appear online. This Agreement is subject to modification by any authorized regulatory agency. This Agreement shall be binding on the parties hereto and their respective personal and legal representatives, successors, and permitted assigns.
You agree to purchase Internet Services from Susquehanna Broadband, in accordance with the terms and conditions of this Agreement.
You have certain responsibilities as a party to this agreement. Another section describes Susquehanna Broadband’ responsibilities. You acknowledge that you accept this Agreement on behalf of yourself, your users and all persons who use the equipment and/or service through this equipment. You have the sole responsibility for ensuring that all other users understand and comply with the terms and conditions of this agreement, whether such breach is the result of the use of the Service and/or Equipment by you or another user. You agree to use your Susquehanna Broadband supplied service from your own premises. You agree to provide Susquehanna Broadband with accurate and complete billing information, including your legal name, address, driver’s license number, and telephone number. If your address, phone number, name, or other billing information changes, you will notify us within 30 days or your service may be suspended. By ordering and paying for a Susquehanna Broadband service, you affirm that you are 18 years of age or older.
What happens if I break this agreement
If you default or break this agreement, Susquehanna Broadband may temporarily suspend or permanently close some or all of your services. Susquehanna Broadband alone makes this decision. Suspending or closing your service does not limit Susquehanna Broadband’ remedies or incur any liability to you (that is you don’t have to be credited downtime as a result of you defaulting). “Default” means failure on your part to comply with this agreement. This includes getting behind on your payments and breaking the provisions of this agreement or associated policies, but is not limited to these situations. If you use your own equipment with service provided by Susquehanna Broadband in violation of any of the provisions of this agreement, Susquehanna Broadband will notify you and take such action as is necessary for the protection of the service for user by its other customers. This may include disconnecting your service. Susquehanna Broadband reserves the right to charge a disconnect and/or reconnect fee for any discontinued service.
Susquehanna Broadband’s Responsibilities
Susquehanna Broadband has certain responsibilities as a party to this agreement. Another section describes your responsibilities. Susquehanna Broadband agrees to provide you with the service and required special equipment, provided that you comply with all the terms and conditions of this agreement. Susquehanna Broadband also agrees to maintain the equipment provided by us. Another section details the terms of the equipment. We will do our best to provide uninterrupted service. However, like any other telecommunications service provided, the service may experience temporary slowdowns or interruptions caused by: overload, abuse, equipment modifications, upgrades, relocations, or repairs, and similar activities necessary for the proper operation and supply of the service, or disasters (see “force majeure” in another section). Susquehanna Broadband will provide basic instructions on how to use the service. These instructions will be provided during the time of your installation by our installer. You are also entitled to technical support for the Susquehanna Broadband provided equipment or service via phone or e-mail. We cannot provide technical support for any hardware, software or operating systems not provided by Susquehanna Broadband. If a Susquehanna Broadband technician or representative is asked to provide support or repair for software or hardware that is not supplied by Susquehanna Broadband, a $50.00 labor charge will be applied to your next bill. If our technician is called out and the equipment at fault is not Susquehanna Broadband equipment a $50.00 labor charge will be applied to your next bill. If Susquehanna Broadband cannot be made to work at your location because of distance, hills, trees, or any other cause, you will be refunded 100% of any payments you have made to us, subject to this agreement. You must return the equipment in good condition. Susquehanna Broadband has no other liability if your location proves impossible to provide the service for.
Force Majeure (Disasters, Etc)
Neither you or Susquehanna Broadband is liable for any delay or failure in performance of any part of this agreement caused by any force majeure event even beyond your, or our, control and without your, or our, fault or negligence. These events include, but are not limited to, the events known legally as “Force Majeure”. Force Majeure refers to a number of situations that could affect you and Susquehanna Broadband in performing your, or our, obligations: acts of civil or military authority, terrorist acts, nuclear accidents, government regulations, riots, strikes, embargoes, insurrections, extended power blackouts, natural disasters, epidemics, fires, severe weather conditions, environmental disturbances, war, explosions, legal and/or regulatory constraints.
If a Force Majeure condition occurs, the party injured by the other party’s inability to perform has two options (detailed below). The injured party has 30 days to choose which one. If the injured party does not inform the other within 30 days of being notified of a Force Majeure situation, the second option goes into effect.
Option One: The injured party may terminate the agreement if such Force Majeure condition results in a delay or failure to perform which continues for more than 30 calendar days.
Option Two: The injured party may suspend the service for a duration of the delaying cause and buy a similar service. After the emergency is over, this agreement and service will continue.
Paying for your Susquehanna Broadband service
The price you will pay Susquehanna Broadband is the monthly rate and other fees and charges such as equipment leases and applicable taxes as established from time to time by Susquehanna Broadband. Susquehanna Broadband reserves the right to modify the rates, fees, and charges at any time. You have the right to be notified of price changes at least 30 days before the new rate takes effect. You acknowledge that you may incur additional charges while using the service. If you make purchases over the Internet, those transactions are between you and the seller and have nothing to do with your relationship with Susquehanna Broadband.
Susquehanna Broadband will charge your credit card periodically as agreed when you signed up for service. You will be sent a statement electronically to the e-mail address provided when you signed up for service before payment is due. Payment will be deemed made when received by Susquehanna Broadband. If a credit card payment is declined by the payment service, it will be retried in 3 days time.
Payment may also be made by check. Checks may be made out to:
PO Box 1
Lewisburg, PA 17837.
If your account becomes overdue, you will receive a notice by e-mail. At this time, Susquehanna Broadband may take steps to reduce the service supplied or temporarily suspend the service and apply any applicable disconnection and/or reconnection fee. If your account becomes more than 30 days overdue, Susquehanna Broadband may apply a late fee per month to the account. A service charge of up to $50 will be assessed for each check that is returned to Susquehanna Broadband for insufficient funds. You will get your statement by e-mail supplied when you began service.
This agreement becomes effective on the date on which you order your Susquehanna Broadband service. Your first payment is due at the time your service is connected. This is also your start-of-service date. Your payments are due on the 1st day of every month. This agreement remains in effect for 12 months from your start-of-service date for all one (1) year agreements. At the end of the 12-month period, you must give 30 days notice that you wish to discontinue service or change to a month-to-month service plan. If no notice is given, the agreement will automatically renew for an additional 12-month period at the then active rate for such service.
Credit for Downtime
Although we intend to maintain your service at all times, you have the right to be credited if through our negligence you lose service via Susquehanna Broadband for more than 24 hours. In such a case, we will credit you 1/30 of the monthly base charge for each 24-hour period from the time of notice of interruption until the service restoration. The 24 hours must be continuous. You cannot add up shorter periods. To receive credit, you must notify the Susquehanna Broadband office that your service is not working. Most types of outages do not qualify for credit. Please read the next section for your information.
Events that don’t qualify for credit
Most temporary service outages do not qualify for credit. You will not get credit for problems in the Service caused by your own or others’ negligence or willful act (except as provided above) or for problems caused by weather or disaster-like situations. Please see Force Majeure. “Willful acts” include system failures caused by viruses, “hacking”, “cracking”, and other forms of remote malice. You will not get credit for loss of connectivity caused by technicians working to modify or repair Susquehanna Broadband’s equipment. You will not get credit for a loss of connectivity less than 24 hours long. Susquehanna Broadband may, however, issue credit on a case-by-case basis at Susquehanna Broadband’s sole discretion. If you believe that Susquehanna Broadband has billed you in error, you must contact us or call within 30 days of the invoice or statement date. Refunds or adjustments will not be given for any charges more than 60 days old.
Susquehanna Broadband may require a deposit to commence the supply of service.
Closing your Account
To close your account, you must notify Susquehanna Broadband. To add or remove services, or close an account, you must identify yourself to Susquehanna Broadband’s satisfaction. This is to protect unauthorized changes by other persons to your account. If you wish to cancel or close your account and terminate this agreement before it expires, an early termination fee of $240 may be charged. This fee will reduce by $20 each month of the term, for 12-month terms. If you wish to cancel a month-to-month service, you must provide 30 days notice of the closure of your account. Services will still be charged during this time. You may contact us to give a 30-day notice via the mailing address PO Box 1 Lewisburg, PA 17837 or by calling 570-863-7100.
Upon Termination of this Agreement or your account
You agree that upon termination of this Agreement:
You will pay Susquehanna Broadband in full for your use of the Equipment and the Service up to the effective date of termination of this Agreement or the date on which the Service and Equipment have been disconnected and returned to Susquehanna Broadband, whichever is later. You will not receive a refund if you terminate service part-way through a month. You will allow Susquehanna Broadband employees or contractors to access your premises to remove the Equipment. This may mean coming into your house and climbing on your roof. We agree to arrange a time that is convenient for you and a Susquehanna Broadband technician.
Credit for closed accounts
If you cancel your Susquehanna Broadband service, we will refund that part of your latest payment which covers service up until your next invoice date excluding the 30-day notice period. Your setup and installation fees are non-refundable. You will always be refunded at the rate you paid. That is, if you got a discount, you will be refunded at the discount level, not at the standard level.
You are responsible for your own equipment that you use with the Susquehanna Broadband service. For this agreement to be valid, your computer must meet minimum requirements (as determined solely by Susquehanna Broadband). It must be technically and operationally compatible with the Service. Susquehanna Broadband’s responsibility for your Internet connectivity stops at the downstream end of the Equipment. You are responsible for providing equipment capable of receiving and transmitting electronic data through a standard port.
You may access the Internet via Susquehanna Broadband from secondary computers on a home network within the limits of the Acceptable Use Policy. Your home network is not part of your Susquehanna Broadband service or equipment. By accepting this agreement, you explicitly acknowledge that Susquehanna Broadband will not provide technical support for equipment or software that is not part of the Susquehanna Broadband Service or Equipment. Allowing someone to connect to your home network from outside your premises and use your Susquehanna Broadband service is strictly prohibited. If you do this, we may close your account. Giving someone outside your household or business your Susquehanna Broadband login name and password is strictly prohibited.
Equipment supplied by Susquehanna Broadband
Susquehanna Broadband agrees to maintain the Equipment in working condition for the lifetime of this agreement. In case of Equipment failure, Susquehanna Broadband will troubleshoot, diagnose, repair, or replace the Equipment within 48 hours. All Equipment supplied by Susquehanna Broadband, except for any item that you buy and pay for in full, remains the property of Susquehanna Broadband. You may not mortgage, sell, transfer, lease, encumber, or assign all or part of the Equipment. If you lose or break the Equipment, or turn it over to someone else as described in the previous paragraph, you must pay Susquehanna Broadband the full retail cost of the repair or replacement. If Susquehanna Broadband spends money in the effort to get the equipment back, you must also pay those costs. You will not modify, tamper with, or move the Equipment. If you need the Equipment moved, you must contact Susquehanna Broadband and ask to have a Susquehanna Broadband technician or contractor move the Equipment for you. You may be charged for the callout, labor and materials required to move the Equipment. If Equipment, including network components, is moved or modified by anyone other than Susquehanna Broadband personnel (employed or contracted), and damage to the equipment results so that Susquehanna Broadband personnel or contractors are called out to your location to repair or replace it, you will be charged $150.00 for the visit in addition to any other charges specified in the Terms of Service. You authorized Susquehanna Broadband and its employees, agents, contractors and representatives to enter your premises in order to install, maintain, inspect, repair, and remove the Equipment. Susquehanna Broadband agrees to arrange a mutually convenient time with you for these activities.
Limitation of Liability
We will not be liable for interruptions in Services caused by failure of your hardware or software, failure of communications services, power outages, or other interruptions not within the complete control of Susquehanna Broadband, including, but not limited to: acts of God; acts of the public enemy; acts of the United States, a state or other political subdivision; fire, floods or other natural disasters; accidents; wars; labor disputes or shortages; and inability to obtain material, power, equipment or transportation.
SUSQUEHANNA BROADBAND’S LIABILITY REGARDING YOUR USE OF SERVICES OR EQUIPMENT, OR THE FAILURE OF OR INABILITY TO USE THE SERVICES OR EQUIPMENT, IS LIMITED TO THE CHARGES YOU INCUR FOR SERVICES DURING THE AFFECTED PERIOD. THIS MEANS WE ARE NOT LIABLE FOR ANY INCIDENTAL OR CONSEQUENTIAL DAMAGES (SUCH AS LOST PROFITS OR LOST BUSINESS OPPORTUNITIES), PUNITIVE OR EXEMPLARY DAMAGES, OR ATTORNEY’S FEES.
You agree that Susquehanna Broadband will not be liable or responsible for any third-party claims or damages that arise from your use or another person’s use of the Services or Internet access, further, You agree to indemnify and reimburse us for all costs and expenses related to the defense of any such claims, including attorney’s fees. This provision will continue to apply after the Agreement ends.
These terms and conditions together with the acceptable use policy and work order are the entire agreement between you and Susquehanna Broadband, which may only be amended as described above. These terms and conditions supersede any inconsistent or additional promises made to you by any of our employees or agents.
What information do we collect?
We collect information from you when you register on our site, place an order, subscribe to our newsletter, respond to a survey or fill out a form.
When ordering or registering on our site, as appropriate, you may be asked to enter your: name, e-mail address, mailing address or phone number.
What do we use your information for?
Any of the information we collect from you may be used in one of the following ways:
- To personalize your experience (your information helps us to better respond to your individual needs)
- To improve our website (we continually strive to improve our website offerings based on the information and feedback we receive from you)
- To improve customer service (your information helps us to more effectively respond to your customer service requests and support needs)
- To send periodic emails
The email address you provide for order processing, may be used to send you information and updates pertaining to your order, in addition to receiving occasional company news, updates, related product or service information, etc.
Note: If at any time you would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email.
How do we protect your information?
We implement a variety of security measures to maintain the safety of your personal information when you place an order or enter, submit, or access your personal information.
Yes (Cookies are small files that a site or its service provider transfers to your computer’s hard drive through your Web browser (if you allow) that enables the sites or service providers systems to recognize your browser and capture and remember certain information
Do we disclose any information to outside parties?
We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.
Third party links
Occasionally, at our discretion, we may include or offer third party products or services on our website. These third-party sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these sites.
Children’s Online Privacy Protection Act Compliance
We are in compliance with the requirements of COPPA (Childrens Online Privacy Protection Act), we do not collect any information from anyone under 13 years of age. Our website, products and services are all directed to people who are at least 13 years old or older.
This policy was last modified on 5/28/2019