Terms of Service

Last Updated: March 05, 2026

1. Acceptance of Terms

By accessing or using the services provided by Novo Communications Limited ("Novo," "we," "us," or "our"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, please do not use our services. These Terms constitute a legally binding agreement between you and Novo Communications Limited in accordance with the laws of Trinidad and Tobago.

2. Service Description

Novo Communications provides residential and business internet connectivity services in Trinidad and Tobago. Our services include high-speed internet access, customer support, and related technical services. Service availability, speeds, and features may vary based on your location and selected service plan.

3. Eligibility

You must meet the following requirements to use our services:

• Be at least 18 years of age or the age of majority in Trinidad and Tobago
• Have the legal capacity to enter into a binding contract
• Provide accurate and complete registration information
• Maintain the confidentiality of your account credentials
• Be physically located within our service area in Trinidad and Tobago

4. Account Registration and Security

4.1 Registration

To use our services, you must create an account and provide accurate, current, and complete information. You are responsible for maintaining the accuracy of your account information.

4.2 Account Security

You are responsible for:

• Maintaining the confidentiality of your account password
• All activities that occur under your account
• Notifying us immediately of any unauthorized use
• Ensuring your equipment is secure and protected

5. Service Plans and Pricing

5.1 Service Plans

We offer various service plans with different speeds, features, and pricing. Current plans include Starter (100 Mbps), Advance (200 Mbps), and Premium (300 Mbps). Plan details are available on our website and are subject to change.

5.2 Pricing

• All prices are in Trinidad and Tobago Dollars (TTD)
• Prices are subject to change with 30 days' notice
• Installation fees may apply for new connections
• Equipment rental fees may be included in monthly charges
• Additional charges may apply for premium support or services

6. Payment Terms

6.1 Billing

Services are billed monthly in advance. Payment is due by the date specified on your invoice. We accept credit cards, debit cards, and other approved payment methods.

6.2 Late Payment

• Late fees may be applied to overdue accounts
• Service may be suspended for non-payment after 15 days
• Service may be terminated for non-payment after 30 days
• Reconnection fees apply for suspended or terminated services

6.3 Refunds

Refunds are provided on a pro-rata basis for service outages exceeding 72 consecutive hours due to our fault. Installation fees and equipment charges are non-refundable.

7. Acceptable Use Policy

You agree not to use our services for:

• Any illegal activities or purposes
• Transmitting harmful, threatening, or abusive content
• Distributing malware, viruses, or malicious code
• Unauthorized access to networks or systems
• Spamming or sending unsolicited commercial messages
• Activities that interfere with other users' service
• Violation of intellectual property rights
• Operating servers for commercial purposes (on residential plans)
• Excessive bandwidth consumption that impacts network performance

8. Service Availability and Performance

8.1 Network Management

We implement reasonable network management practices to ensure optimal performance for all users. This may include traffic shaping during peak hours.

8.2 Service Interruptions

• We strive for 99.5% uptime but cannot guarantee uninterrupted service
• Planned maintenance will be announced in advance when possible
• Service may be interrupted due to weather, power outages, or technical issues
• We are not liable for service interruptions beyond our control

8.3 Speed Expectations

Advertised speeds are "up to" speeds and actual speeds may vary based on network conditions, equipment, WiFi interference, device capabilities, and other factors.

9. Equipment

9.1 Provided Equipment

• Equipment remains the property of Novo Communications
• You are responsible for the care and proper use of equipment
• Lost, stolen, or damaged equipment must be reported immediately
• Replacement fees apply for lost or damaged equipment
• Equipment must be returned upon termination of service

9.2 Customer Equipment

You may use your own compatible router and equipment. We are not responsible for configuration, troubleshooting, or performance issues with customer-owned equipment.

10. Privacy and Data Protection

Your privacy is important to us. Please review our Privacy Policy to understand how we collect, use, and protect your personal information in compliance with Trinidad and Tobago data protection laws.

11. Term and Termination

11.1 Service Term

Services continue on a month-to-month basis unless you have a contract specifying a minimum term. Contract terms may include early termination fees.

11.2 Termination by Customer

• You may cancel service at any time with 30 days' written notice
• Cancellation requests must be submitted via email or in writing
• Equipment must be returned within 14 days of service termination
• Outstanding balances must be paid before termination is complete

11.3 Termination by Novo

We may suspend or terminate your service for:

• Non-payment of fees
• Violation of these Terms of Service
• Fraudulent activity
• Abuse of network resources
• Illegal use of services

12. Limitation of Liability

To the fullest extent permitted by Trinidad and Tobago law, Novo Communications shall not be liable for:

• Indirect, incidental, special, or consequential damages
• Loss of profits, data, or business opportunities
• Service interruptions or performance issues
• Security breaches or unauthorized access to your network
• Damage to your equipment or data

Our total liability for any claim shall not exceed the amount you paid for services in the 3 months preceding the claim.

13. Indemnification

You agree to indemnify and hold harmless Novo Communications, its officers, directors, employees, and agents from any claims, damages, losses, or expenses arising from your use of our services or violation of these Terms.

14. Dispute Resolution

14.1 Governing Law

These Terms are governed by the laws of Trinidad and Tobago. Any disputes shall be resolved in the courts of Trinidad and Tobago.

14.2 Resolution Process

Before pursuing legal action, you agree to contact us to attempt informal resolution of any disputes. Please contact our customer service team at 868-390-3999 or info@novocommunications.net.

15. Changes to Terms

We reserve the right to modify these Terms at any time. We will notify you of material changes via email or website announcement at least 30 days before they take effect. Continued use of services after changes constitutes acceptance of the updated Terms.

16. Miscellaneous

16.1 Entire Agreement

These Terms, together with our Privacy Policy and any service agreements, constitute the entire agreement between you and Novo Communications.

16.2 Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions shall remain in full force and effect.

16.3 No Waiver

Our failure to enforce any provision of these Terms shall not constitute a waiver of that provision or any other provision.

16.4 Assignment

You may not assign or transfer your rights under these Terms without our written consent. We may assign our rights and obligations without restriction.

17. Contact Information

For questions about these Terms of Service, please contact us:

• Email: info@novocommunications.net
• Phone (Billing): 868-390-3999 (Mon-Fri: 8AM-4PM, Sat: 8AM-2PM)
• Phone (Technical): 868-336-9026 (Daily: 6:30AM-10:30PM)
• Address: #577 Penal Rock Road, Trinidad & Tobago
• WhatsApp: +1 (868) 390-3999