Terms and Conditions

Payment

• Installation fees are due at installation.
• Monthly fees are due within 15 days and are billed on the 1st of every month.
• Accounts that are more than 15 days late may be assessed a late fee.
• Accounts that are more than 60 days past due will be disabled until payment is made.
• Returned checks will result in a $25 NSF fee.
• Payments are not refundable.

Speeds

• Speeds are provided on a best-effort basis, are not guaranteed, and will not be throttled due to usage.
• Speeds may be affected by network congestion, adverse weather, and/or wireless interference outside of our control.

Equipment

Customers on an equipment protection plan

• The equipment necessary to provide internet service to the customer-owned router is owned and maintained by Piedmont Broadband.
• Protected equipment includes: CPE (dish/radio), cable to the CPE, and power adapter.
• Repairs and replacement of the protected equipment will be provided at Piedmont's expense. Damage due to neglect or theft is not covered by this agreement.
• The router/WiFi device that our equipment connects to is NOT owned by Piedmont and is the customer's responsibility. This equipment may be sold as a convenience during installation, however it is not covered under any protection agreement.
• Service calls that are a result of non-protected equipment malfunction will be billable.
• The customer must maintain the protection agreement for a minimum of 12 months for Ubiquiti CPE equipment, or 24 months for non-Ubiquiti CPE equipment.
  • Early cancellation of the protection agreement will result in the remainder of the agreement period becoming due immediately, and Piedmont will not be liable for repairs after cancellation.
  • Cancellation of the protection agreement after the agreement period will release Piedmont Broadband from the liability of servicing the protected equipment, and any future services will be billed accordingly. The protection cannot be reinstated on the same equipment.

Customers not on an equipment protection plan

• All equipment is provided and charged for at the time of installation and is owned by the customer.
• Any repairs or services needed for the equipment will be billed to the customer.

Repair and service requests

• Clients are handled on a first-come, first-served, best-effort basis during our normal business hours, 8AM to 5PM Monday through Friday, excluding holidays. Service outside of these hours may be provided, but is not guaranteed.
• Access point outages will be handled with first priority 7 days per week, unless otherwise restricted by factors outside of our control.

Liability

• Piedmont Broadband is not liable for any damages and/or expenses that may result from the use of our services or equipment. This includes, but is not limited to, lost revenue due to outages, lightning damage, and tree damage.
• Any illegal activities that take place on your connection are the customer's responsibility. Piedmont may suspend your account immediately if illegal activity is reported to us and traced back to your connection.

Cancellation

• Either party may cancel the service at any time with 30 days' notice.
• If the customer is under a protection agreement, the amount remaining on the protection agreement must be paid and the equipment must be returned.
• If less than 30 days have elapsed since installation, the remaining protection agreement balance may be waived upon return of undamaged equipment, at the sole discretion of Piedmont Broadband.

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