TERMS & CONDITIONS

You should carefully read the following "Terms and conditions" ("T&C") provided below. If you do not agree with the t&c, you are hereby refused permission to use this website or to make use of any of CYBERWAY TECHNOLOGY services

Our Standards, Processes & Proceedures 

We've created our Code of Practice to simplify and explain some of our standards, processes & proceedures. You can find clear information on matters such as contacting us, faults, making a complaint & more.

Our Customer Service

We always aim to provide excellent service for our customers and to deal with any complaints in a fair and impartial manner. Our standards and procedures are outlined below. These include how to proceed if, on occasion, you feel we have let you down.

Our Terms & Conditions

We have standard Terms and Conditions for our service.

We aim to install service within 14 working days of accepting your application. If we have to refuse your application, we will let you know. In some cases there may be a delay but we'll keep you informed.

Changes to Your Details

When you call to tell us of any changes to your details, or to inform us that a customer has died, we aim to amend all our records immediately. When you write to us about the same matters, we aim to amend all our records within five working days of receiving your letter.

Cancelling Your Service

You may cancel your service by writing to us by post or email. If you choose to cancel by email, you must sign and scan a letter for security reasons.

You have the right to cancel your service without penalty if we decide to increase our prices by more than 10%.

If you do not wish to accept a price increase, you must write and tell us within 14 days of our telling you about the increase. We will then cancel your service and will not apply the increase to your final bill.

The service takes up to one month to cancel. You remain responsible for all calls & charges made on your line(s) until the service is cancelled.

We may cancel your service immediately. If we do this, we will write to you by email or at the address on your application form, or any address you later register for billing purposes. The cancellation will be e ective from the date stated in the letter.

Our Customer Service Helpline

We currently provide a customer advice and technical helpline from 9am to 6pm Saturday to Thursday. This excludes Eid holidays & Others Govt. holidays

Calls cost standard local rate (correct at time of publication).

You can contact the technical helpline on 096 13 13 1234. We also believe you should be able to talk to people rather than machines, and will try to answer your calls as quickly as possible. Outside of these hours, you may send us email to [email protected].

Our Replies to Correspondance

We will aim to act on or reply to all email tickets within 12 hours and letters within five working days.

Our Quality of Service & Repairs

If a fault occurs, we would advise you initially to contact our technical services helpline on 096 13 13 1234 or by emailing [email protected]. This is currently available from 9am to 6pm Saturday to Thursday. This excludes Eid holidays & Others Govt. holidays Our target time for fixing your faults is no more than 72 hours and usually we will be able to resolve them over the phone.

If a problem a affects a large number of customers, such as a server problem or system failure, our target time for fixing the fault is no more than 24 hours.

Please note that, in the event of a server fault, we do not back up individual customers’ e-mails or personal webspace. This means you could lose information in the event of such a fault. We suggest you save information locally as well as on our systems.

Disconnection

We reserve the right to disconnect you from the service after two consecutive months of non-payment of bills sent to your email address. If we are about to disconnect you, we will write to you giving you final notice and the date of disconnection.

If you receive final notice and wish to continue using the service, please contact our customer services team on 096 13 13 1234 as soon as you can. If we disconnect you from our service, we reserve the right to refuse reconnection to you and your address. If you are disconnected by mistake, we will not charge for reconnection, but it may take up to 3-7 working days.

Social Responsibility

We recognise that our customers wish to access as wide a range of communications and information on the Internet as possible, and we do not wish to restrict this access. However, we do not knowingly permit the transmission of, or access to, material that the Bangladesh authorities regard as unlawful.

We transmit a vast amount of information daily, so we cannot monitor everything that passes through our system. We believe it is for the original content provider to ensure that the material it puts on the Internet is lawful, and we do not limit access to material unless the authorities notify us that it is unlawful.

In the Bangladesh, Bangladesh Telecommunication Regulatory Commission (BTRC) monitoring of unlawful material. Bangladesh Telecommunication Regulatory Commission (BTRC) supported by ISPs, Cybercrime Investigation Center (CIC), Criminal Investigation Department (CID) & Bangladesh Police.

If the authorities regard information as unlawful we take steps to prevent access to it. If you feel that any site breaches Bangladesh law, you should contact the BTRC hotline and draw its attention to the site. You can see details on www.btrc.gov.bd/complaintshelp-desk and at the end of this document. We reserve the right to suspend or terminate your ISP Service if it is used in any way that we, in our sole judgement, consider to be inappropriate, o ensive or undesirable or if there is a chance of infringing the right of any third party.