I) Terms & Conditions

TPC Customer Agreement Form

 Please read the following terms and conditions carefully before signing the Customer Agreement Form (CAF) between TPC  (hereinafter referred as ‘TPC’) and the ‘Customer’:

Undertaking: I hereby undertake and commit not to transfer/ handover/ sublet my TPC connection (even temporarily) to any person who may attempt to use if for any unlawful activity as described in Terms & Conditions. If I do so, I will be liable and fully responsible for all obligations under the law and TPC will not be responsible. Any unauthorized transfer/use of the connection shall entitle TPC to terminate connection forthwith. I hereby certify that the information given in this form is correct.

  1. Agreement:TPC agrees to provide Customer TV Cable / Internet Services.
  2. Term:This Agreement takes effect on the day Services will be activated. By signing this agreement, Customer agrees to’ a minimum service period (‘Minimum Term”) of one (1) month for his/her Services. Agreement will stand automatically renewed at the expiry of Minimum Term. If Customer terminates his/her Services during this Term, he/she will be liable to pay the charges equal to 30 days of Service.
  3. Rates and charges:As long as Customer subscribes to TPC’s Services, Customer agree to pay in advance applicable service rates for Service plans he/she has selected along with all charges properly billed to his/her account. Such charges include (but are not limited to) a one-time non-recurring set-up fee and recurring monthly Service charges and applicable duties and taxes, if any. TPC reserves the right to increase/decrease these charges/tariffs and monthly packages according to the PEMRA rules and regulation.
  4. Late Charges:Payment is due on the 1st day of every month. Any balance amount remain unpaid on the next billing date, shall be considered in default and will be subject to a surcharge of five percent (5%) of the unpaid balance due per month.
  5. Refunds:Customer may terminate Services by giving TPC 30 days prior notice to claim refund of already paid charges except for initial one time setup/installation fee and cost of equipment. Refund of monthly charges will be calculated equal to the amount remaining against the time/traffic volume un-utilized by the Customer from the date of filling refund claim with TPC. Minimum processing period for refund request will be 14 days from the date of filing of claim.
  6. Default:If Customer does not pay any charges owed to TPC when due or violates any term of this Agreement, then TPC will have the right to discontinue or restrict the use of Service either temporarily or permanently without notice. In either case. TPC shall incur no liability whatsoever.
  7. Usage:The Customer shall: A) Not use the TPC Service for any unlawful purposes. B) Not attempt to gain unauthorized access to any computer system connected to the Internet or TPC’s network. C) Not introduce any computer virus into the Internet or TPC computer systems. D) Not persistently send messages without reasonable cause or for causing any threat, harassment, annoyance, inconvenience or anxiety to any person. E) Not send any message which is offensive on moral, religious, racial or political grounds or of an abusive, indecent, obscene, libelous or menacing nature or may infringe on any statutory regulations and laws of Govt. of Pakistan. F) Comply with all provisions of Pakistan Telecommunication (re-organization) Act, 1996 and Pakistan Electronic Media Regulatory Authority Ordinance, 2002 & PEMRA Regulations.
  1. Availability of Service:TPC will use its best efforts to provide Customer with quality Services without interruption, as far as technically feasible. However Service is subject to transmission limitations beyond TPC’s control. Services may be temporarily unavailable or limited because of the unavailability of backbone or any other service provided by any third party services not in control of TPC. Service to any or all Customers may be temporarily interrupted or curtailed because of equipment modifications, upgrades, relocations, repairs and similar activities necessary for the proper operation of Service. However, in event of a scheduled interruption, reasonable notice will be given to the customer.
  2. Customer Support:TPC will provide telephonic customer support through its Customer Support Centre on 24×7 bases. Onsite customer support in case of physical line problem will be provided within 48 hours (excluding weekends and public holidays). As a telecom operator, TPC’s responsibility is to extend connectivity to Customer Premises Equipment (CPE) installed by TPC. Connectivity beyond CPE is responsibility of the Customer. In case of a fault identified at Customer’s end beyond CPE~ additional charges for Value Added Services as per prevailing rates will be charged from the Customer.
  3. Governing Law:This Agreement shall be deemed made and entered into in the courts of the respective territory where the Service is being provided by TPC and shall be construed and enforced in accordance with and governed by the laws of the Islamic Republic of Pakistan.
  4. Payment of Costs: In an event Customer defaults in the performance of any terms or conditions of this Agreement or in payment of any sums of money due under this Agreement, then Customer shall pay all reasonable costs, charges, attorneys’ fees and expenses incurred by TPC, in enforcing the terms and conditions of this Agreement and in pursuing its claims.
  5. Claims: Claims against TPC shall be limited to recovery of no more than the sum(s) paid to TPC for Services. TPC shall not to be liable for any damages caused by delay in delivery, installation or furnishing of Services, CPE and/or periodic and/or recurring interruption in Services being provided under this Agreement.
  1. Change of Service Plan:Customer may change to another service plan free of charge, if no actual work is needed at Customer’s premises. The written change of service plan request from Customer should reach us on or before 25th day of a calendar month for the new plan to take effect from 1st day of the next month. No change of service plan requests will be entertained during the month.
  2. Indemnity:TPC is not responsible for any injury or loss to Customer caused by Customer’s use of the service. Customer agrees to indemnify, defend, and reimburse of expenses, including attorney fees, and claims for such losses and injuries, including those arising out of negligence, tort, or strict liability claims. This indemnity shall continue even after the term of this Agreement has expired and/or after termination of this Agreement.
  3. Extra Cabling Charges:TPC staff will perform limited inside wiring as per customer’s selected package for connectivity to the CPE. Any extra cabling charges will be billed to the Customer as per actual.
  4. ONT without UPS : Services might get disrupted, if ONT does not receive full power via home UPS as it is connected to other household electronics as well. TPC is not responsible, if ONT get faulty by using home UPS because of low battery, power surges or frequent power outages etc.
  1. Operating Environment:Customer shall assume full responsibility for overall effectiveness ~and efficiency of the operating environment in which TPC’s Services and/or the CPE are to function. No action arising out of any claimed breach of the Agreement or transactions under the Agreement or regarding the Services may be brought by the Customer more than 30 days after the cause of the action has accrued.
  2. Services Charges: If customer has a reception problem due to his internal wiring, TV fault or any other fault which is not related to our networking will be charged as per our cost estimation.
  3. Assignment: TPC may assign Agreement in entirety or assign the right to receive payments to a third party without Customer’s consent. Customer may not assign this Agreement without TPC’s prior written consent, which may be withheld at TPC’s sale discretion.
  4. Data record: Customer is advised to keep this Agreement form and the monthly payment receipt safe. The company technicians/ recovery officer may ask for that any time, or at the time of solving a problem.
  5. Illegal connection: If customer intends his connection to another neighbor or house without informing the company it will be considered an illegal act and company may take a legal action against that. Moreover, If the customer has paid for only one connection but establish his own switched more than 1 TV on that connection, without informing the company it will be consider an illegal act and the company  will take no responsibility in that case.
  6. Internal Wiring Fees:TPC’s Field Services Technicians (FST) will perform limited inside wiring for connectivity to the CPE. If the Customer authorizes or request TPC’s FST to place the CPE in a location that requires inside wiring, then TPC will provide these Services at additional applicable rates. The inside wiring does not include connecting the CPE to the computer or hub/switch, any Ethernet Cabling to the CPE, or coaxial cabling for TV sets. Such wiring, if required by the customer, will be carried out by TPC at additional charge.
  7. Virus Related Traffic:Customer is responsible for proper maintenance of his/her computer system(s) like installation of Anti-Virus Software etc. while utilizing TPC’s Service. All un-intentional traffic generated due to virus infection of Customer’s computer will be charged to the Customer’s account, as it consumes MBL’s bandwidth.
  8. Miscellaneous: A) Should any provision of this contract becomes void for any party, the validity of the remaining provisions shall not be affected thereby unless the commercial intent of this contract is thereby affected/frustrated.B) Telecommunication connection may be monitored at any time by relevant and legitimate agencies of the Government of Pakistan in national interest. C) TPC at its exclusive discretion reserves the right to refuse, change or remove Customer ID’s/ Password/PINs which it deems inappropriately or offensively. D) Should the Customer be in breach of any terms of this agreement, TPC may terminate Service(s) immediately without any notice. E) TPC makes no warranty and hereby disclaims all liabilities whatsoever in respect of and/or arising out of the facilities provided by TPC or software not owned, or distributed by TPC. F) TPC disclaims all liability whatsoever, for any loss of data howsoever caused including 2without limitations non-delivery, mis-delivery or misuse, for any interruption, suspension or termination of telecom Services or for the contents, accuracy or quality of information or resources made available or received or transmitted through telecom Services

II) Pricing Policy

High Speed Internet with Unlimited Downloads;

Provides high speed internet with unlimited downloads to cater the demand for browsing, online streaming, gaming and learning across Pakistan. High Speed Internet provides unlimited data at a higher level of performance.

Introductory charges;

  1. ONT (with WIFI) on Full Payment= Rs. 6,500/- *Coverage area for Wi Fi signal is approximately 3000 sq. ft. on single floor
  2. ONT (with WIFI) on Installment Plan= Rs. 542/month- for 12 months *Security cheque of Rs. 6,500 will be required on opting for the Installment plan
  3. Installation charges for Corporate Customers, Premium and MAN (Metro Network) Packages (includes 200 ft double fiber drop cable) = Rs. 6,000/-
  4. Installation charges for Home Customers, Home Package (includes 100 ft double fiber drop cable)  = Rs. 3,000/-
Packages 10 Mbps (Unlimited) 20 Mbps (Unlimited) 30 Mbps (Unlimited) 50 Mbps (Unlimited) 100 Mbps (Unlimited)
Rs 1849*
Rs 2,149*
Rs 3,399*
Rs 6,199*
Rs 11,649*

*Terms and Taxes will apply

**Fair Usage Policy

  1. Upto 100 Mbps Speed
  2. Unlimited Data
  3. Unlimited Upload & Download
  4. GPON fiber optic connectivity
  1. High speed broadband data rate is now more affordable than ever before
  2. Seamless experience when streaming and downloading movies, TV shows and music files
  3. Access to rich HD multimedia resources over the internet
  4. Access to free movies, music, classical Pakistani plays, famous cricket matches, educational and religious contents
  5. Wi-Fi modem (Smart Spot) included on all new connections
Static IP
  1. Gives you high-speed Internet bandwidth with the additional feature of Internet Static IP on a connection.
  2. Capability to host Web, E-mail, FTP, DNS server’s directly on one’s own machine for users across the globe accessing the Internet.
  3. Capability to serve applications or services that require external access such as house or shop monitoring solutions, Virtual Private Networks, Remote access for various systems, Online Games including PlayStation & Xbox, IP based CCTV cameras and DVRs etc.
  4. Capability to serve the point of sales software for shop, restaurants & superstores.
  5. Capability to serve Financial & other licensed application clients that require a static IP address for licensing obligation.

III) Installation Policy

  1. Provision of Services by TPC: (A) TPC will establish and maintain the Connection and will endeavor to make the desired Service(s) available to the Customer throughout the term of contract. (B) All or any Service(s) will be provided in accordance with the applicable law and TPC Policy. (C) All Equipment, except paid, will remain the asset of TPC and customers are bound to return the Equipment in its original working condition in the event of termination of Service(s).
  2. Duration and Time: Contract shall commence on the date of approval by TPC after signing of this form along with these Terms & Conditions by the Customer and, the provisions of Contract shall continue thereafter until terminated by either party hereto.
  3. Use of the Service via Customer Premises Equipment: (A) TPC reserves the right to issue any instructions regarding the use of the Service(s) / Service Level(s) as it may from time to time consider necessary to maintain the integrity, quality and safety of the Service(s) for all Customers and such instructions shall be deemed as an integral part of this contract. (B) The Customer is personally responsible for the use of all Services and System under this Contract and shall neither use nor permit any person to use the Services/System for: (i) Any activity which is abusive, offensive, indecent, obscene or menacing messages or communications, or misusing Equipment or Services for any activity which is improper/unlawful /immoral and prohibited under any of the applicable laws of Pakistan. (ii) The Customer will not be authorized to use the Customer equipment provided by TPC on any other operator’s network. 
  4. Additional Terms:

A) This Contract including the particulars overleaf constitutes the entire agreement between TPCand the Customer(s). B) Any Connection or Service(s) may be monitored at any time by the relevant and legitimate agencies of the Government of Pakistan in the national interest. C) TPCin its exclusive discretion reserves the right to refuse, change or remove Customer ID’s/Passwords/PINS which it deems inappropriate or offensive. D) For any change in particulars overleaf, the Customer undertakes to inform TPC. E) Service to any or all Customers may be temporarily interrupted or curtailed because of Equipment modification, upgrades, relocation, repairs and similar activities necessary for the proper operation of Service. However, in the event a scheduled interruption is planned, reasonable notice will be given. F) The Customer will not infringe any copyright or intellectual property right to the information and resources available via the service by TPC. G) The Customer hereby undertakes to accept and comply with all the Terms & Conditions set forth herein. H) “Charges” means any monthly tariffs, installation, activation, connection charges and/or surcharges/tax/GST applicable to the activated Services at the rates published by TPC. I) “Equipment” means Customer Premises Equipment CPE, including broadband modem, Set Top Box (“STB”), ONT device, telephone equipment, wire (including RUIM Card, accessories) supplied to the Customer by TPC. J) “Service(s)” means all and/or any Service(s) categorically described overleaf as elected by the Customer subject to any modification and variation by TPC from time to time. K) “Encryption Device” means any device used to protect and/or secure data / voice transmissions.

IV) Refund Policy

Customer may terminate Services by giving TPC 30 days prior notice to claim refund of already paid charges except for initial one time setup/installation fee and cost of equipment. Refund of monthly charges will be calculated equal to the amount remaining against the time/traffic volume un-utilized by the Customer from the date of filling refund claim with TPC. Minimum processing period for refund request will be 14 days from the date of filing of claim.

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