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Terms of Service

Last updated: October 18, 2026

This Agreement is made on 18th Day of October, 2026, by and between NBB FIBER (hereinafter referred to as the "Service Provider", which expression shall where the context so permits include its successors, administrators and assigns) of the one part, and the customer named on the connection order or field registration (hereinafter referred to as the "Consumer", which term shall wherever the context so permits include its successors, administrators and assigns), of the second part. (NBB FIBER and the Consumer shall hereinafter collectively be referred to as the "Parties").

NOW THEREFORE, for the consideration provided herein the representation and warranties, covenants, conditions and promises contained herein below and intending to be legally bound, the Service Provider and Consumer hereby agree as follows. Whereas, NBB FIBER, by virtue of being a Local Loop (LL) Licensee, is in the business of providing telecommunication services to its consumers.

1. Objective of Transaction

The objective is to provide telephony services at competitive and affordable rates without compromising the quality of service. NBB FIBER's state-of-the-art latest technology will ensure best quality service to the consumers.

2. Scope of Services

As LL licensee, NBB FIBER is desirous of entering into an agreement with its valued consumers who choose to avail services as per the scope of licensed services.

3. Term and Termination of Agreement

The Agreement shall commence on the day of the Commencement Date and shall continue for an initial period of 12 Months, thereafter and may be renewed through mutual consent of Parties upon expiry of the initial period.

4. Availability of Services

NBB FIBER will use its best efforts to provide consumers with quality services without interruption, as far as technically feasible. However, service shall be subject to transmission limitations beyond NBB FIBER's control. The Consumer understands that services may be temporarily unavailable or limited because of the unavailability of third-party services not in control of NBB FIBER. Services to any or all consumers may be temporarily interrupted or curtailed in case of unplanned outage or because of submarine or terrestrial cable damages by acts or omissions of third parties, equipment modifications, upgrades, relocations, repairs and similar activities necessary for the proper operation of service. However, the Service Provider will provide an expected time of restoration in days. If a planned interruption occurs, 30 days' notice will be given to the Consumer.

5. Amendment

Amendments/Changes/Alteration/Variation/addition (if any) in the terms and conditions of this Agreement may be made only by written Agreement by the Parties and with prior approval of PTA.

6. Price Mechanism

  • NBB FIBER will provide the data regarding cost of calls to the consumers at agreed upon intervals.
  • The cost will include interconnection fees and NBB FIBER's costs.
  • The pricing structure will be competitive with the prevailing rates of other LL operators.
  • NBB FIBER will charge a reasonable processing fee (if applicable) when application for service is being made by a Consumer. No other charges, including any advance for services, will be charged from a Consumer after installation of a connection.
  • For any change in tariff, a prior notice of 7 days will be given through any of the following means: personal service, registered/courier mail, telephone, fax transmission, electronic mail, invoice/bill and short messaging service, press advertisement.

7. Payment Mechanism

  • The security deposit (if any) shall be refundable within 30 days on expiry/termination of contract, by adjusting any amount payable to the company as outstanding dues.
  • NBB FIBER will issue bills on a monthly basis and the same will be payable within 15 working days of its issue. Failure to pay by the due date, a surcharge of 5% (if required) will be applicable.
  • No guarantee or security deposit will be applicable for pre-paid accounts.

8. Termination

This Agreement may be terminated on a written notice of 30 days by either Party subject to clearance of all dues. In case of default/misuse, NBB FIBER may terminate this Agreement by assigning relevant reasons in the said notice to the Consumer.

9. Default and Breach of Terms

If the Consumer does not pay any charges owed to NBB FIBER when due or violates any of the terms of this Agreement, then NBB FIBER will have the right to discontinue or restrict the service either temporarily or permanently immediately upon notifying the Consumer. In either case, NBB FIBER shall incur no liability whatsoever. Furthermore, should the Consumer be in breach of any of the terms of this Agreement, NBB FIBER may terminate the services immediately upon notifying the Consumer of such breach and without raising a damages claim against NBB FIBER for such termination.

10. Limitations on Damages

In no event shall NBB FIBER and/or any of its agents, employees, officers, parents, affiliates, subsidiaries, successors, assigns, directors, brokers, and/or attorneys be liable to the Consumer for lost profits and/or punitive or exemplary, incidental, consequential, special losses and/or damages in any action arising out of or related to: (i) this Agreement; (ii) the rights granted hereunder; (iii) any breach, termination, cancellation or non-renewal thereof; (iv) the Consumer's business; (v) the services; (vi) the Consumer's premises equipment; and/or (vii) any act, omission and/or negligence of any of the NBB FIBER parties.

11. Claims

All claims against NBB FIBER shall be limited to recovery of no more than the sums paid to NBB FIBER for the services. NBB FIBER shall not be liable for any damages caused by delay in delivery, installation or furnishing of the services, the equipment, and/or periodic and/or recurring interruption in the services being provided under this Agreement.

12. Assignment

NBB FIBER may assign the rights and obligations under this Agreement or assign the right to receive payments without the Consumer's consent. The Consumer shall not assign this Agreement without NBB FIBER's prior written consent; permission of which NBB FIBER may withhold in its sole discretion.

13. Internal Wiring Fees

NBB FIBER's technicians will perform limited inside wiring for connectivity to the equipment. If the Consumer authorizes or requests NBB FIBER's technicians to place the equipment in a location that requires inside wiring, then NBB FIBER will provide this service at additional rates. Inside wiring does not include connecting the equipment to the computer or hub/switch, any Ethernet cabling to the equipment, or coaxial cabling for TV sets. NBB FIBER, if required by the Consumer, will carry out such wiring at additional charges. These charges are intimated to the Consumer in advance.

14. Warranty of Hardware

All equipment supplied by NBB FIBER will satisfactorily perform the function for which it is intended. The Consumer undertakes that various models of equipment have their limitations for the various types of networks, which are explained at the time of sign-up of connection from NBB FIBER. Non-compatibility of equipment with the Consumer's requirements or network will not be treated as failure of equipment to perform its prime function, which is enabling connectivity with PC, LAN or phone. If the equipment fails to perform the functions specified in its specifications/literature/product information, it will be treated as non-functional and will be returned to NBB FIBER under warranty cover. The Consumer shall return the faulty equipment to NBB FIBER with a fault report. NBB FIBER shall, no later than two (2) working days, either replace the equipment with a new one, or provide backup equipment to the Consumer and install the original equipment after repair. The warranty shall not apply to defects resulting from improper or inadequate use and/or maintenance of the equipment by the Consumer, physical damage, unauthorized modification or tampering with the equipment, misuse or operating outside the environmental specification of the product, improper site preparation, or non-availability of earthing at the Consumer's premises. In case of any dispute in the warranty claim, the technical analysis of NBB FIBER will be treated as final.

15. Disconnection/Reconnection Fee

In case of disconnection of services, NBB FIBER will not charge any fee. However, a reconnection fee (as applicable) may be charged by NBB FIBER.

16. Refunds/Other Claims by Consumers

NBB FIBER will appropriately consider such claims within the limits of rented/leased services by the Consumer. Over/wrong billing claims, duly supported with proof, will be adjusted in the subsequent billing.

17. Confidentiality of Consumer Information

No personal/business information other than directory information of the Consumer will be disclosed except that required for (a) collection of debts, (b) transfer to another operator for provision of services, (c) audit purposes, (d) detection of crime etc. under any law of Pakistan, and (e) under any provision of the License. NBB FIBER may publish information about consumers in service directories, agreed by the Consumer after obtaining their consent on (a) the nature of information to be disclosed, (b) recipients of the information to be disclosed, and (c) the purpose of disclosure.

18. Governing Law

This Agreement shall be governed by and construed in accordance with the laws of the Islamic Republic of Pakistan.

19. Dispute Resolution

NBB FIBER will focus on quick and appropriate action necessary to solve the problem and satisfy the consumers. NBB FIBER is committed to quick resolution of formal complaints and will ensure that complaints are handled without bias or prejudice. In this regard, NBB FIBER will ensure the following:

  • 19.1 If for some reason a complaint is not sorted out promptly, consumers can complain to the service provider in writing.
  • 19.2 NBB FIBER will investigate the complaint and take appropriate measures to remedy it, informing the Consumer within three (03) working days to apprise them of the outcome.
  • 19.3 Consumers may be invited for a meeting to amicably resolve the dispute.
  • 19.4 For unresolved disputes relating to the complaint, application, interpretation, implementation or validity of this Agreement, the Parties agree to seek to resolve the dispute or controversy through mediation/arbitration with any alternative dispute resolution (ADR) institution before pursuing any other proceedings. Nothing herein shall preclude any Party from seeking injunctive relief in the event that the Party perceives that without such injunctive relief, serious harm may be done to the Party. Any Party to the dispute may serve notice on the others of its desire to resolve a particular dispute by mediation/arbitration. The mediator shall be appointed by agreement between the Parties or, if the Parties cannot agree within five days after receipt of the notice of intention to mediate, an ADR institution will appoint the mediator. The Parties agree to attempt to resolve their dispute at mediation/arbitration. The Parties shall share the costs of the mediator equally.

20. Harassing, Offensive or Illegal Calls

The Consumer(s) will be personally responsible for any such calls from their telephone. NBB FIBER will facilitate monitoring of such calls as authorized in the license and may refer the matter to the competent authority for further action.

21. Consumer Support Center (CSC)

NBB FIBER will provide 24-hour toll-free access as its CSC to consumers for any queries regarding billing or any other complaints.

  • Email: salauddin@nbbfiber.pk

22. General

  • The Parties specifically agree that this Agreement shall be the sole Agreement governing the Services and Equipment, and hereby specifically agree that this Agreement supersedes any other agreement, offer, undertaking, utterance or statement prior to the commencement of this Agreement.
  • The Consumer shall have no right to assign or otherwise transfer their rights or obligations under this Agreement.
  • The standard time for provision of services, after payment being made by the Consumer, is 10 working days.

Contact

  • Email: salauddin@nbbfiber.pk