Terms & Conditions

These terms apply to internet and related services provided by SuperNet BD (“we”, “us”). By taking a connection you (“the customer”) accept the terms set out below.

1. Provision of service

We provide a fiber-optic broadband connection according to the package the customer selects. The speed stated on a package is the maximum available line rate and is delivered in full for local (BDIX and CDN) traffic. International throughput depends on upstream capacity and routing at the time. The contention ratio for every package is published and governs how bandwidth is shared.

2. Installation and equipment

The installation charge is payable once and covers the fiber drop and the ONU. Any equipment we supply, including the ONU, remains the property of SuperNet BD and is returnable when the connection ends. If equipment is damaged through customer negligence, electrical faults or third-party interference, the replacement cost is payable by the customer.

3. Billing and payment

Invoices are generated on the 1st of each month and are due by the 10th. If payment remains outstanding after the grace period the connection may be suspended. On payment the line reactivates with no reconnection fee. Monthly charges are not waived for the period of a suspension caused by non-payment.

4. Acceptable use

Our packages carry no data cap and no fair usage policy. However, the connection may not be used to: resell internet access commercially without our written agreement; send spam, run phishing operations or distribute malware; attempt unauthorised access to any network or system; or carry out any activity prohibited by the laws of Bangladesh. Confirmed misuse may result in immediate termination without notice.

5. Service interruptions

Service may be interrupted by fiber cuts, power failures, upstream faults or planned maintenance. We give advance notice of planned maintenance wherever practicable. We are not liable for interruptions caused by natural disaster, government direction, or other events beyond our reasonable control.

6. SLA and liability

Uptime SLAs applicable to corporate and SME customers are stated in the individual service agreement. Where an SLA is breached, remedies are limited to the credits described in that agreement and in no case exceed the service charge for the affected month. We are not liable for indirect or consequential loss.

7. Package changes and relocation

Upgrades take effect immediately and the price difference is adjusted on the next invoice. Downgrades take effect from the start of the next billing cycle. Where a customer moves to an address inside our coverage area, the connection is relocated for the applicable relocation charge.

8. Cancellation

A customer may cancel at any time by giving written notice at least 7 days before the end of a billing cycle. All outstanding charges must be settled and our equipment returned at cancellation.

9. Regulatory compliance

SuperNet BD operates under the regulations of the Bangladesh Telecommunication Regulatory Commission (BTRC). All packages are billed in accordance with our BTRC-approved tariff. We are obliged to comply with lawful directions from regulatory and law-enforcement authorities.

10. Changes to these terms

These terms may be updated from time to time. Customers will be notified of material changes by SMS, email or a notice on this website.

11. Contact

For any question about these terms, contact us: +88-01710-439898 · info@supernetbd.com · Ga-185, Mohakhali, Banani, Dhaka-1213, Bangladesh