1. Acceptance of terms
These Terms of Service ("Terms") govern your use of the internet access services, equipment, customer portal and website (together, the "Service") provided by PulseLynk Networks Limited ("PulseLynk", "we", "us"). By submitting an application, accepting an installation, making a payment or otherwise using the Service, you agree to these Terms and our Privacy Policy. If you do not agree, please do not use the Service.
2. The service
PulseLynk provides fixed fibre broadband internet access to residential units in apartment buildings where we have installed network infrastructure ("Connected Buildings"). Service is available only at the specific unit address stated in your application and may not be resold, shared beyond your household or extended to other units.
Packages, speeds and prices are as published on our website at the time of your order. All prices are in Kenya Shillings and inclusive of VAT unless stated otherwise.
3. Eligibility & applications
- You must be at least 18 years old and a lawful occupant of the unit to be connected.
- Submitting an application is a request for service; it becomes a contract only when we confirm your installation and connect your unit.
- We may decline or delay an application where the building is not yet a Connected Building, where capacity is unavailable, or where we reasonably suspect fraud or misuse.
- You must provide accurate contact details and notify us of any changes. We may require a copy of your national ID or passport before or during installation, in line with Communications Authority of Kenya requirements for subscriber registration.
4. Installation & equipment
- Standard installation (up to 30 metres of in-building cabling and one router) is free of charge. Non-standard work — for example additional cable runs, wall drilling beyond standard, or extra WiFi nodes — is quoted before work begins.
- You, or an adult you authorise, must be present during installation to approve router placement and confirm the connection works.
- The router, optical terminal and any mesh nodes ("Equipment") remain PulseLynk property unless we tell you otherwise in writing. You must keep the Equipment safe, powered and unaltered, and return it in working order within 7 days of disconnection. Unreturned or damaged Equipment is charged at KES 4,500 per router and KES 3,500 per mesh node. Customers who have subscribed continuously for 12 months or more may keep the router at no charge.
- Where a landlord or building management has approved our infrastructure, you authorise us to access common areas and your unit at agreed times for installation, maintenance and Equipment recovery.
5. Billing, MPESA & payments
- The Service is prepaid and billed in 30-day cycles starting on the date of activation. Your first payment is due after successful installation; subsequent payments are due on or before your expiry date.
- Payments are accepted via Lipa na M-PESA Paybill 174379 using your PulseLynk account number, or through any other method we publish. Payments reflect automatically; keep your M-PESA confirmation message as proof of payment.
- If payment is not received by the expiry date, the Service is automatically paused until payment is received. There is no reconnection fee. Paused periods do not extend your cycle.
- Payments made to a wrong account number may be reallocated on request with valid proof, but cannot be refunded in cash. Subscription fees are non-refundable once a cycle has started, except where we fail to provide the Service for more than 72 consecutive hours due to our fault, in which case you are entitled to a pro-rata credit.
- Package upgrades take effect immediately, with the difference charged pro-rata. Downgrades take effect at the next cycle.
- We may change prices with at least 30 days' notice by SMS, email or notice on our website.
6. Acceptable use
All PulseLynk packages are unlimited and we do not impose data caps. However, you agree not to use the Service to:
- break any law of Kenya, including the Computer Misuse and Cybercrimes Act, 2018, or infringe intellectual property rights;
- send spam, distribute malware, attempt unauthorised access to any network or system, or run open relays or public proxies;
- resell, sub-let or share the connection outside your household, including by running a hotspot business or extending WiFi to other units;
- interfere with the building network, other customers' service or our Equipment.
We may suspend the Service immediately and without refund where we reasonably believe this section has been breached.
7. Speeds, availability & support
- Advertised speeds are the maximum line speeds provisioned to your unit. Actual speeds experienced on a device depend on WiFi conditions, device capability, the number of connected devices and the remote server, and may be lower over WiFi than over a cable.
- We target 99.5% monthly network availability. Planned maintenance is announced at least 24 hours in advance where practical and scheduled outside peak hours.
- Support is available 24/7 via WhatsApp and phone. On-site visits for faults on our side are free; call-outs for faults caused by your own devices, cabling changes or Equipment damage may be charged at KES 1,000.
8. Suspension & termination
- By you: the Service has no minimum term. You may cancel at any time by notifying us; cancellation takes effect at the end of your current paid cycle. You may also pause your account for up to 3 months when travelling.
- By us: we may suspend or terminate the Service for non-payment, breach of these Terms, where building access is withdrawn by the landlord, or where we cease to serve a building, in which case we will give at least 30 days' notice and refund any unused, prepaid period.
- On termination you must allow us to collect the Equipment.
9. Liability
The Service is provided for residential use. To the fullest extent permitted by law, PulseLynk is not liable for indirect or consequential loss (including loss of income, data or business) arising from interruptions, speed variations or security incidents not caused by our negligence. Our total liability to you in any 12-month period is limited to the subscription fees you paid in that period. Nothing in these Terms limits liability that cannot be limited under Kenyan law, including the Consumer Protection Act, 2012.
10. Changes to these terms
We may update these Terms from time to time. Material changes will be notified by SMS, email or a prominent notice on our website at least 14 days before they take effect. Continued use of the Service after that date constitutes acceptance.
11. Governing law & disputes
These Terms are governed by the laws of the Republic of Kenya. If you have a complaint, contact us first and we will aim to resolve it within 7 working days. If you remain dissatisfied, you may escalate to the Communications Authority of Kenya (CA) in accordance with its consumer complaint procedures, or to the courts of Kenya.
12. Contact
PulseLynk Networks Limited
Mirema Drive, Roysambu, Nairobi
Phone: 0702 234 878 · Email: support@pulselynk.co.ke