These general terms of service (the "Agreement") take effect on the date you accept them (the "Effective Date"), between Robi Axiata PLC. ("Robi","We","we","Us" or "us") and you and/or the entity you represent ("You," "Your," "Customer"). Robi and You are individually referred to as a "Party" and collectively as the "Parties". This Agreement sets the terms for using Robi's RobiWifi service, including any products and services ordered or accessed through it (the "RobiWifi Services" or “Services”). By using or ordering the Services, you agree to these terms and confirm you have the authority to bind yourself and your entity legally. If you do not agree to these terms, you are not authorized to use the Services.

 

1. Background

Robi is a company engaged in providing telecommunications and digital products/services. At the Customer's request, Robi agrees to provide the RobiWifi Services on its network, granting the Customer internet access under the terms and conditions outlined herein, which Robi may amend from time to time.

 

2. Definitions

"Activation Date" is when Robi activates the RobiWifi service, MSISDN, and Monthly Plan for the Customer.

"Activation" is the date Robi activates the RobiWifi service for the Customer and notifies them of the

activation date. It includes the User's Name, Phone Number, Email Address, Installation Address, etc., and is completed after biometric verification, payment, and monthly plan activation.

"Device" or “CPE” refers to the Customer Premises Equipment (CPE) provided by Robi for the RobiWifi Service.

"Installation Address" is the location where the Customer requests the RobiWifi service.

"Order Form" is the application or other form, in digital or physical format, prescribed by Robi to which these terms apply.

"Relocation" is moving the RobiWifi device to a different address from where it was initially activated.

"Representative" refers to authorized individuals acting on behalf of Robi to provide the RobiWifi service, including service checks, installation, activation, and after-sales support.

"RobiWifi Services" or “Services” refers to the RobiWifi service provided by Robi, a Fixed Wireless Access (FWA) Internet service that connects to the internet within the defined premises after activation.

"RobiWifi SIM" is the MSISDN provided in the CPE device to access the RobiWifi service, activated after biometric verification according to approved standards.

"User Account" is the account in the Customer's name for the subscribed service.

 

3. Usage terms and restrictions

RobiWifi Services: Robi provides you with a non-exclusive, non-transferable, and non-assignable right to access and use the RobiWifi Services for the duration of this Agreement, subject to any applicable payments. This right is restricted to use within Bangladesh and is not valid outside the country.

Ownership: You recognize that the Robi Services and all related software are comprised of proprietary and confidential information protected by intellectual property laws. Robi exclusively owns all rights, titles, and interests in these Services and their accompanying documentation. Unless explicitly stated otherwise, you are not granted any rights or ownership over the Services or their documentation. Additionally, Robi holds a perpetual, royalty-free, non-exclusive, worldwide right—transferable and sub-licensable—to utilize any feedback or suggestions you provide regarding the Services.

Customer Data: You provide Robi and its application providers with a non-exclusive, non-transferable, royalty-free license to use your electronic data ("Customer Data") that is processed through the Services, solely for the purpose of delivering those Services to you.

Restrictions: You are prohibited from the following:

1. Licensing, selling, assigning, leasing, distributing, or granting access to the Services to third parties (except as permitted for Robi Resellers).

2. Creating derivative works or modifying the Services.

3. Disassembling, reverse engineering, or decompiling the Services.

4. Using the Services to develop competing products.

5. Using the Services to provide services to others or run unauthorized applications.

6. Sending viruses, harmful code, or interfering with the integrity or security of the Services.

7. Removing or modifying copyright or proprietary notices.

8. Reproducing, distributing, or displaying copyrighted material without permission.

9. Violating any laws or regulations of Bangladesh or other jurisdictions.

10. Gaining unauthorized access, altering, disabling, or erasing computer data or software.

11. Accessing the Services through any means other than Robi's provided interface.

 

4. Service Availability

(i) After placing your order, a representative will contact you to confirm your details and installation address. Robi will then verify and confirm the availability of the service at your location as specified in the order.

(ii) If the service is not available at your location, Robi will inform you and keep your request on record. We will notify you when the service becomes available.

(iii) If RobiWifi service is available at your location, the representative will schedule an appointment to visit your installation address and conduct a service feasibility test. If the test is satisfactory, the representative will inform you that the connection can be provided. They will then collect payment, install the device, complete biometric verification of the RobiWifi SIM, and activate the package.

(iv) If the service feasibility test is unsatisfactory, the representative will inform you, and installation will not proceed.

(v) The representative may need to test the service strength at various locations within your premises, guided by you, to identify the optimal placement for the CPE device for the best user experience

(vi) Please ensure the following are ready and available:

(vii) Robi may reschedule the initially agreed appointment date in case of unavoidable circumstances. We will inform you of any changes.

(viii) If you are not prepared for the requirements listed in clause 1.6, Robi may cancel or defer your registration for the service at our discretion.

(ix) Robi reserves the right to cancel the order if the representative is unable to proceed with activation due to your unavailability.

 

5. Installation &Activation

(i) Once the onsite feasibility is confirmed, the representative will proceed with payment collection, installation, and service activation.

(ii) The representative will collect your payment, which will vary based on the monthly plan and CPE device you choose.

(iii) After payment, the representative will complete your biometric registration process to finalize the SIM purchase according to the standard procedure approved by the relevant authority and Robi.

(iv) Following successful payment and biometric registration, the representative will complete the necessary steps for activation and proceed with the installation.

(v) You must not relocate the RobiWifi device without notifying Robi. Robi will not be responsible for maintaining service or connectivity if the device is moved from its original installation location. Additionally, if you relocate the device, Robi reserves the right to remove the package from your profile.

 

6. RobiWifi Plan

(i) The monthly Wi-Fi plan will be activated with the auto-renewal feature set to "ON" by default. The plan will auto-renew as long as you maintain sufficient mobile balance. You can enable or disable the auto-renewal feature through your RobiWifi User Account.

(ii) Notifications regarding your plan will be sent according to the plan’s specifications.

(iii) If renewal fails due to insufficient balance, you will be unable to access RobiWifi service until the plan is successfully renewed.

(iv) Robi reserves the right to modify the RobiWifi plan at its discretion.

(v) The unlimited internet quota is subject to a reduced speed policy and volume caps. You may continue to use the internet until the validity of the current plan expires.

(vi) Download and upload speeds may vary depending on peak or off-peak hours in your area. To prevent abuse, Robi reserves the right to impose volume usage caps and a Fair Usage Policy (FUP) at any time, notifying existing customers and publishing updates on the RobiWifi website for new customers.

(vii) As the plan is unlimited, any remaining data volume does not carry over to the next month.

(viii) You can monitor your data plan balance through your RobiWifi User Account.

(ix) You can upgrade or downgrade your plan based on the options available in your RobiWifi User Account.

(x) This plan/package will not work if you remove the SIM card and insert it into another device.

 

7. VAS/OTTservice

(i) VAS/OTT free subscriptions are included with the RobiWifi monthly plan. Please note that VAS/OTT services may change or be discontinued at any time without prior notice.

(ii) VAS/OTT services can be configured on devices such as smart TVs, smartphones, and laptops. Robi is not responsible for any compatibility issues with your devices.

(iii) Robi will not be liable for any issues, service limitations, or functionality related to free VAS/OTT services provided through apps or websites.

 

8. Charges

(i) Service charges will be based on the applicable rates specified in the "RobiWifi Order Form" confirmed during activation.

(ii) Charges will include VAT, SD, and SC in accordance with standard practices approved by relevant authorities and Robi's policies.

(iii) You must maintain sufficient balance to ensure the successful renewal of your plan. The system will automatically attempt to renew the plan using the main account balance.

(iv) If you do not have sufficient balance on the renewal date, the monthly plan will not be renewed, and you will be unable to access RobiWifi service.

(v) Once you complete the purchase of the plan, your connection will be automatically activated.

(vi) Robi reserves the right to adjust prices and offers at its discretion. Such changes will be communicated to you.

 

9. Payment andBilling

(i) Payment will be collected by a Robi representative during the activation process.

(ii) Discounts may be offered by Robi based on promotional campaigns. These offers can be modified or canceled without prior notice.

(iii) Customers must make advance payments to activate and maintain their services for the specified validity period.

(iv) Upon expiration of the validity period, you will need to pay for the desired monthly plan to reactivate RobiWifi services.

(v) Any overpayment made will be credited to your main account balance and can be used for future renewals.

(vi) Robi reserves the right to discontinue, modify, or replace benefits and their terms at any time.

 

10. Refund and Relocation Process

(i) Refunds for the CPE device is only available if the device is undamaged and there is a persistent service issue validated by Robi under the following conditions:

(ii) Refunds are not applicable for the RobiWifi SIM. Robi reserves the right to deregister the SIM and follow the recycling process as per regulatory requirements.

(iii) Upon successful validation, the refund amount will be transferred to the customer’s verified bank account within 60 working days from the confirmation of refund eligibility by a Robi representative via email.

(iv) Robi reserves the right to deny refund requests if the customer fails to provide the necessary documentation and proof of the service issue.

(v) Robi is not liable for any claims, losses, or damages resulting from improper use or installation of the CPE by the customer.

(vi) CPEs sold at a discounted price as part of a promotional campaign are ineligible for refund or return.

(vii) You may relocate your RobiWifi service to any location where the service is available. However, you must inform a Robi representative at least 20 days prior to the relocation to allow for verification and arrangements.

 

11. Your Obligations

(i) You are responsible for safeguarding your RobiWifi CPE and SIM.

(ii) You must maintain the confidentiality of any passwords and should not disclose them to others.

(iii) You must notify Robi immediately if your SIM is stolen or lost. Robi is not liable for replacing a SIM or CPE that is lost, stolen, or damaged intentionally.

(iv) If your RobiWifi SIM is lost, stolen, or damaged, you must follow Robi’s SIM replacement process. Any associated replacement costs will be your responsibility.

(v) You agree to take necessary precautions to prevent any spam or malicious traffic from being generated from your end. If spam or malicious activity is detected, Robi reserves the right to lock, suspend, or terminate the affected website in accordance with regulatory guidelines.

(vi) Robi will test the CPE before installation, and you are responsible for checking its functionality at the time of installation. After installation, Robi and its affiliates are not liable for defects or faults not covered by the manufacturer's warranty. Robi is not responsible for any damage or defects resulting from misuse, intentional damage, accidents, or force majeure events.

(vii) You must not move or transfer the CPE. Failure to comply with these terms and conditions may result in Robi assuming no liability for related issues.

 

12. Internet Access Speed and Internet Usage

The internet speed for your RobiWifi service may vary but will remain within the maximum threshold of your selected package. To ensure optimal service, it is important to keep the CPE in the same location as installed by the representative. The customer acknowledges that internet speed can be affected by the following factors:

(i) The location of apps or websites, which may result in slower speeds for some international sites.

(ii) The capacity of the web server being accessed.

(iii) Network congestion due to maintenance, outages, or natural disasters.

(iv) The operating system configuration, which can impact internet performance.

(v) Overall internet usage, including

 

13. Warranty Disclaimer

(i) Except for the warranties expressly stated in this agreement, Robi disclaims all other warranties, express or implied, including those related to merchantability, non-infringement, title, and fitness for a particular purpose. Third-party services are provided "as is" with no warranties from Robi; any such warranties are the responsibility of the third-party provider. Robi does not guarantee compliance with applicable laws or regulations. Robi is not liable for any claims or damages related to the use of the services, including third-party services, or for any indirect, special, punitive, or consequential damages. RobiWifi provides a maximum designated speed to the customer, but does not guarantee consistent performance, as speeds may fluctuate due to various factors.

The RobiWifi CPE comes with a 12-month warranty from the date of installation. Warranty coverage will be void under the following conditions:

(ii) The warranty is void if you cannot present a valid warranty card.

(iii) The warranty will be void if the CPE has been disassembled, repaired, altered, burned, or modified.

(iv) Damage resulting from misuse, negligence, or accidents will not be covered.

(v) Spillage of food or liquids on the CPE will void the warranty.

(vi) Damage due to incorrect voltage usage is not covered.

(vii) Damage from lightning, accidents, or improper use of the CPE will void the warranty.

(viii) The warranty does not cover damage from natural disasters or acts of war.

(ix) Any scratches or surface damage to the CPE will void the warranty

 

14. Indemnification

By agreeing to these terms and conditions, you agree to indemnify Robi from and against all claims, costs, damages, losses, liabilities and expenses (including legal charges and costs) resulting from or in association with: (a) violation or infringement of any of the terms of this Agreement and (b) your usage/misuse of the Services.

 

15. Limitation of liability

You agree that Robi is not liable for any direct, indirect, incidental, special, consequential, or exemplary damages, including loss of profits or intangible losses, even if advised of such damages. This applies to: (i) disruptions or inability to use the services, or any content; (ii) third-party claims of intellectual property violations due to your use; (iii) actions taken by Robi during investigations or for violations; or (iv) any other issues related to the services, Robi, or content. Robi is not responsible for defamatory, offensive, or illegal conduct by third parties, and any risk from such conduct is solely yours. Additionally, Robi is not liable for content downloaded from the services. The maximum aggregate liability of Robi for any claims arising under these terms or related to the RobiWifi Services is limited to BDT 3,000 (three thousand taka).

 

16. Amendment

Robi may amend, modify, or add to the terms of this agreement or impose new conditions at any time. Any changes will be effective immediately upon posting on this platform. Continued use of the Services constitutes acceptance of the modifications by Customer. If you disagree with the changes, you may download any purchased content and terminate your use of the services. Robi reserves the right to alter, add to, or withdraw the RobiWifi Service or any related services, including changes to tariffs, prices, validity periods, and features. Such changes will be effective after official notification.

 

17. Privacy Policy

Your use of the services is subject to our privacy policy, available at www.robi.com.bd/en/personal/privacy-notice. The privacy policies of application providers may also apply

 

18. Termination/Cancellation/Suspension:

If Robi determines you have breached this Agreement, it may suspend or terminate your access to services without refund and pursue legal action. You could also face civil or criminal penalties. Robi may:

• Robi may temporarily suspend services for repairs, maintenance, or unforeseen circumstances.
• Robi may disconnect or suspend services without notice if you breach terms.
• Robi may suspend or bar services for legal violations or false information.
• Robi can terminate the agreement or your account immediately, and you may terminate by settling any outstanding dues.

 

19. Governing Law

This Agreement shall be governed by the laws of Bangladesh. In case of any dispute by the Customer in relation to this Agreement, the Customer shall notify Robi in writing and provide at least 30 calendar days for resolution of the dispute. Robi shall try its best to resolve any issues within such timeline.