Customer Service Agreement
1. INTRODUCTION —
This Residential Customer Service Agreement (“Agreement”) sets forth the terms and conditions under which Central Florida Broadband, LLC “CFB” agrees to provide Services (as defined below) to you, and under which you, the Customer, agree to accept the Service. In this Agreement, “you” and “your” mean the “Customer” who subscribes to, uses, has access to or receives one or more Services or Central Florida Broadband Equipment (as defined below). “Central Florida Broadband,” ”CFB,” “we,” “our,” and “us” means the Central Florida Broadband entity that is providing you with Service. Central Florida Broadband Services include but are not limited to residential or business high speed Internet service, including Central Florida Broadband Wi-Fi (“CFB WiFi”), which may include your ability to access over-the-top video content via the Internet, “CFB” and Central Florida Broadband is collectively referred to in this Agreement as the “Service” or “Services”). Subject to Section 17(f), this Agreement shall remain in effect at all times you are subscribed to and/or receive the Service(s), to include following any changes you or Central Florida Broadband make to the Service(s) you receive or to the CFB Equipment, Customer Equipment or other equipment (as defined in Sections 6 and 7 below) you use.
a. Our Agreement: You will be bound by the terms and conditions in this Agreement applicable to the Services provided, and the CFB Internet Acceptable Use Policy (“AUP”). These Notices and the AUP are posted on the CFB Website at www.centralfloridabroadband.com or at another URL CFB may designate from time to time (“CFB Website”). Your use of the Services is also subject to any license agreements relating to any software used in connection with the Services. This Agreement incorporates by reference the terms and conditions of all other service agreements, tariffs and other documents applicable to the CFB Services including without limitation: and (iv) if you subscribe to CFB Internet, the Acceptable Use Policy. Each Service is provided subject to federal, state and local laws, statutes, regulations, and ordinances applicable to such Service (“Applicable Law”).
b. Minimum Term Service Agreements: If you have entered into an Agreement with CFB for a minimum term for services (for example, a 12, 18 or 24 month Agreement) (“Minimum Term Agreement”) the terms and conditions of this Agreement are incorporated by reference into the Minimum Term Agreement. To the extent any term or condition of your Minimum Term Agreement expressly conflicts with any term or condition of this Agreement, your Minimum Term Agreement will govern.
c. Entire Agreement: This Agreement and all of the documents specifically incorporated herein constitute the entire Agreement between you and CFB for the Services. No prior agreement and no written or oral statement, advertisement, or Service description will contradict, explain or supplement it.
d. Acceptance of Agreement: Your Agreement with CFB starts when you accept and continues until your subscription to the Services is terminated, except as otherwise stated herein. Certain provisions of this Agreement will survive termination. You accept this Agreement when you first do any of the following (“Acceptance”) upon or after the Effective Date of this Agreement: (i) sign this Agreement by written or electronic signature, (ii) inform us electronically or orally of your acceptance of this Agreement, (iii) activate any Service provided under this Agreement through a method provided by CFB, or (iv) use or pay for, in whole or in part, your Service.
BY ACCEPTING THIS AGREEMENT, YOU AGREE TO ITS TERMS AND CONDITIONS AND THE RATES AND CHARGES AS LISTED ON THE CFB WEBSITE, ON YOUR TRANSACTION SUMMARY OR, IF APPLICABLE, THE APPLICABLE TARIFFS ON FILE AT STATE AND FEDERAL REGULATORY AGENCIES AND/OR SERVICE GUIDES. IF YOU DO NOT AGREE TO THE TERMS AND CONDITIONS CONTAINED IN THIS AGREEMENT, DO NOT USE THE SERVICES AND IMMEDIATELY TERMINATE YOUR SUBSCRIPTION TO THE SERVICES AND THIS AGREEMENT BY CALLING CFB AT THE CUSTOMER SERVICE NUMBER ON YOUR INVOICE OR ON CENTRALFLORIDABROADBAND.COM AND RETURN ALL CFB EQUIPMENT, SOFTWARE, AND ASSOCIATED MATERIALS TO CFB.
e. Changes to the Agreement or Service: CFB reserves the right to modify any of the terms and conditions of this Agreement including any aspect of the Services in its sole discretion at any time with or without notice. Such changes may include for example, changes to rates, the rate plan structure, or payment policies for the Services, rearrangement, changes to the features and content of the Services, configuration and capacity of Services, changes in the features, functionality and technical requirements for CFB Equipment and Customer Equipment, use of vendors to provide Services, limitations of liability, procedures for disputes and policies for termination. In order to receive the Services, you may not modify this Agreement by making any typed, handwritten, or any other changes to it for any purpose.
f. Notice of Material Changes: CFB will provide you with written notice of any changes that we determine are material to your Services or this Agreement consistent with Applicable Law. You agree that we may provide you with such written notice (i) by sending it via U.S. Mail or commercial overnight mail to your last known billing address in CFB’s account records, (ii) by including the notice on or with your CFB invoice, (iii) by sending notice to your email address on CFB’s account records, (iv) by hand delivery, or (v) by other lawful means, and you agree that any of the foregoing will constitute sufficient notice and you waive any claims that these forms of notice are insufficient or ineffective. All such changes will become effective as of the date specified on the written notice and will be posted on the CFB Website and you agree to regularly check your postal mail, e-mail and all postings on the Website or another website about which you have been notified or you bear the risk of failing to do so. The updated version of this Agreement on the CFB Website will supersede any prior version of this Agreement. You agree that your sole recourse if you do not accept any such material change to your Services or this Agreement is to terminate this Agreement within thirty (30) days of our notice to you. If you receive services under a Price Lock Guarantee or other Minimum Term Agreement that requires you to pay an early termination fee and you terminate Services subject to that Minimum Term Agreement as provided in this Agreement upon express written notice from us of a material change in this agreement, you will not be charged an early termination fee under that Minimum Term agreement. Your continued use of the Services after such thirty (30) day period will constitute your Acceptance of this Agreement as modified.
g. Copy of Agreement or Rates: A copy of this Agreement and the rates for the Services may be obtained by visiting the CFB Website.
h. Your Subscription: You represent to CFB that you are at least 18 years old. Your Acceptance of this Agreement entitles you to use the Services. Your use of the Services is personal to you. If you permit other persons to use the Services, you agree that you are solely responsible and liable for any and all breaches of this Agreement, whether such breach results from your use or use by another person using the Services provided to you, CFB Equipment, or Licensed Software. You are responsible for contacting the CFB customer service number listed on your monthly CFB invoice immediately upon the occurrence of any change in the status of your account, such as, without limitation, a change in individuals authorized to use your account (“Authorized Users”), any changes to your contact information such as name, email address, wireline or wireless phone number, or if you move or any of your Services become subject to a bulk agreement. You agree to keep your contact information, including email address or contact telephone number, up to date and current.
i. Consent to Contact You: In order to contact you more efficiently, CFB and our affiliates may at times contact you using autodialer technology, prerecorded or artificial voice message calls, or text messages at the telephone number(s) you have provided us. By providing a mobile phone number, you confirm that you are the current owner/subscriber of the mobile phone number provided or that the current owner/subscriber of this mobile phone number authorized you to provide this number (collectively, “Current Owner”) to CFB. You understand that by providing this mobile phone number, the Current Owner consents to being contacted by CFB and our affiliates at the mobile number provided. You agree to notify us immediately if there is any change in the information that you have provided to us, including without limitation any change in your telephone number or mobile telephone number. Failure to do so is a breach of this Agreement. You agree that we and our service providers or agents may place such calls, pre-recorded messages, or texts to communicate with you about your account, service(s) and equipment, and service agreements, including (but not limited to): (i) providing notices related thereto, (ii) resolving technical or billing issues, (iii) informing of installation or other service appointments, (iv) data usage, (v) investigating or preventing fraud, and/or (vi) collecting a debt or outstanding balance (“Informational Communications”). Also, we may share your phone number(s) with such service providers or agents whom we hire to assist us in carrying out these Informational Communications, but we will not share your phone number(s) with any third parties for their own purposes without your consent. Applicable standard telephone minute, data and/or text charges may apply. We and our service providers or agents, however, will not use autodialer technology, or texts to contact you for marketing purposes at the wireless telephone number(s) you designate nor send you prerecorded or artificial voice message marketing calls at the wireless or landline telephone number(s) you designate unless we receive your prior express written consent as required under federal law. Prior express written consent is not required in order to obtain or use CFB’s products and services or to receive Informational Communications from CFB. You agree that you shall indemnify, defend and hold us harmless from any claim or liability resulting from your failure to notify us of a change in the information you have provided, including any claim or liability under the Telephone Consumer Protection Act (47 U.S.C. Sec. 227), and any regulations promulgated thereunder resulting from us attempting to contact you at the mobile telephone number you provided.
2. CHARGES, BILLING AND PAYMENTS —
a. Charges, Taxes and Fees:
Charges and Rates: You agree to pay by the due date on your CFB invoice all charges associated with the Services and CFB Equipment and that you or anyone using your account or services incurs including without limitation all recurring and non-recurring fees. Non-recurring charges may include but are not limited to (i) installation, and reactivation fees, (ii) certain equipment fees. Rates and charges may vary depending upon the Services rendered and CFB may change the rates for the Services and CFB Equipment from time to time. If you received Service(s) under a promotion, after the promotional period ends, the then-current regular retail rate for the Service(s) will apply. The retail rates for CFB Services and CFB Equipment may be found on the CFB Website, or by calling Customer service. All fees do not apply to all Services.
b. Third-Party Charges That Are Your Responsibility: You acknowledge that you may incur charges with third-party providers such as for accessing on-line services, purchasing or subscribing to other offerings via the Internet, that are separate and apart from amounts charged by us. You are solely responsible for all such charges payable to third parties, including all applicable taxes, fees or surcharges. In addition, you are solely responsible for protecting the security of credit card, debit card, other financial information, or other personal information provided to others in connection with such transactions.
c. Unreturned Equipment Charges: If you upgrade, downgrade, disconnect or swap-out CFB Equipment related to any CFB Service and do not promptly return the CFB Equipment or if it is returned damaged (“Unreturned Equipment”), the damages CFB will incur will be difficult to ascertain. Therefore, CFB may charge your account for each Unreturned Equipment piece, a one-time Unreturned Equipment Charge as liquidated damages in an amount equal to CFB’s reasonable estimates of the replacement costs and incidental costs that CFB incurs; provided, however, that such amount will not exceed the maximum amount permitted by law or the replacement cost of the CFB Equipment. If you return your CFB Equipment to CFB by mail, you will be responsible for (i) any damage to the CFB Equipment as assessed by CFB upon receipt, (ii) the replacement cost of such CFB Equipment if it is lost or damaged during transit, and (iii) shipping/handling costs, unless CFB provides written notice in advance that it will pay such costs.