Terms & Conditions

Residential T&C

I agree to the following: All invoices will be emailed and all payments will be either check or credit card. Payments will be due on the date of installation and will be due on the 15th day each month.

A late charge of $10.00 or 5%, whichever is greater, of the total will be accessed for any payments not received within 30 days of the due date.

All equipment is the property of Sky Fiber Internet. Upon cancellation equipment must be returned to SKY FIBER INTERNET at our office. If we are required to remove and pick up equipment there is a $65 charge. If the equipment is not returned within 40 days of notice to cancel, you agree to pay $250.00 to Sky Fiber Internet, Inc.

I also agree if I cancel service before my contract term is complete, I will pay 50% of the remaining balance of the contract term total remaining monthly fees.

I will arrange roof access for the installation, before scheduled installation can take place. I also understand that SKY FIBER INTERNET may ask to use my location to expand the service area footprint, and I can refuse the request.

Commercial T&C

I agree to the following: All invoices will be emailed and all payments will be either check or credit card. Payments will be due on the date of installation and will be due on that day each month.

A late charge of $10.00 or 5%, whichever is greater, of the total will be accessed for any payments not received within 30 days of the due date.

I also agree if I cancel service before my contract term is complete, I will pay 50% of the remaining balance of the contract term total remaining monthly fees.

Fiber T&C

I agree to the following: All invoices will be emailed and all payments will be either check, credit card, or bitcoin. Payments will be due on the date of installation and will be due on that day each month. A late charge of $10.00 or 5%, whichever is greater, of the total will be assessed for any payments not received within 30 days of the due date.

Fiber service availability is dependent upon a carrier site survey. Pricing may change based on carrier build out costs. Pricing is also

subject to any applicable Local, State and Federal taxes and or fees. Customer will have the opportunity to cancel order if they do not agree to fiber build out costs once they are identified. If customer cancels this order prior to contracted term, not due to build out costs, a termination fee equal to 100% of the cost from our underlying carrier will be assessed for one year of service.

After the contracted term, the contract will automatically renew for an additional 1 year unless the client notifies Sky Fiber Internet 30 days or more before the end of the first term of the contract.

Client will arrange MPOE access for the installation, before scheduled installation can take place.

I also understand that SKY FIBER INTERNET may use my location to expand the service area footprint.

All demarc equipment is the property of Sky Fiber Internet. Upon cancellation equipment must be returned to SKY FIBER INTERNET at our office. If we are required to remove and pick up equipment there is a $100 charge. If the equipment is not returned within 40 days of notice to cancel, you agree to pay $500.00 to Sky Fiber Internet.

I also agree if I cancel service before my contract term is complete, I will pay 100% of the remaining balance of the contract term total remaining monthly fees.

LTE T&C

By paying and or signing this agreement you agree to all terms and conditions and to be enrolled in autopay. Recurring charges will begin on the day the equipment is expected to be delivered to or Installed at your residence. Service can be canceled at any time with a 30-day notice.

This service must be paid for by credit card or ACH with auto pay functionality, or paid by check with a 1-year prepaid service only.

If recurring charges fail, you will have 10 days to rectify payment issues. After 10 days the service will be turned off. To be reconnected there will be a $40.00 reactivation charge and a new sim card will need to be shipped and installed in your equipment. If a field technician dispatch is needed there will be added charges at our standard labor rate.

Money Back Guarantee:
All LTE services come with a 30-Day money back guarantee. If you are not satisfied with service in the first 30-days you will receive a full refund. All equipment must be returned to sky fiber before refund will be issued. 30-Day money back is only valid if service is canceled within 30 Days of installation.

Equipment:
If the equipment is damaged or faulty upon arrival Sky Fiber will charge a $100.00 deposit to ship a new unit. The deposit will be fully refunded upon the return of the damaged or faulty equipment to Sky Fiber. All equipment is the customers property, This includes Cabling, Mounting hardware, Power devices and radio equipment. Sky Fiber is not responsible for removing equipment upon cancellation.

Unlimited Service:
This is a best effort service. No guarantees are expressed or implied. This is a 4G service through a cellular carrier. The only improvement that can be changed is the placement and aim of the radio to the cell tower location. All unlimited services are listed to be up to but can be below or above the stated speeds. This service is called unlimited data. There may be a data cap of 800 Gbps per month that is not in our control. If the limit is hit the service may slow down for the remainder of the month. In the event service gets terminated by the provider (Not in our control), we will make all efforts to restore service, Other service options may be required. Additional fees may apply.

Basic Service:
This speed should perform as stated with no data caps. The service is 6 Mbps down and 2 Mbps up.
This is only available in AT&T service areas.

Terms and Conditions for Service Calls

Service Call Fee: A standard fee of $99 will be charged for each service call or truck roll requested by the customer.

Exemptions: The service call fee will be waived if the issue is determined to be caused by SkyFiber Internet's equipment or service failure. This includes, but is not limited to, issues with the modem, router, or any other equipment provided by SkyFiber Internet.

Customer Responsibility: The customer is responsible for ensuring that their personal equipment, such as computers, smartphones, and other devices, are functioning properly. Issues arising from customer-owned equipment will not qualify for a fee waiver.

Assessment: Upon arrival, the technician will assess the situation to determine the cause of the issue. If the issue is found to be with SkyFiber Internet's service or equipment, the fee will be waived.

Payment: The service call fee will be added to the customer's next billing cycle unless waived as per the conditions above.

Cancellation Policy: Customers must cancel service calls at least 24 hours in advance to avoid being charged the service call fee.

Changes to Terms: SkyFiber Internet reserves the right to modify these terms and conditions at any time. Customers will be notified of any changes in advance.

Termination of Service:
Either party may terminate this Agreement at any time. Termination of this Agreement will result in the immediate termination of your Service which may be reactivated if you elect to do so. Each time you activate your Service you agree that you are consenting to the latest Sky Fiber Terms and Conditions of Service.
We may terminate this Agreement at any time without notice if we cease to provide Service in your area. We may interrupt, suspend, cancel, or terminate your Service without immediate notice to you for any conduct that we believe violates these Terms and Conditions, including, but not limited to, the following:
(a) using or directing abusive, vulgar, derogatory, intimidating, or harassing language or conduct towards a Sky Fiber representative, officer, employee, agent, or authorized retailer;
(b) using your Service for any unlawful, fraudulent, or illegal purpose;
(c) using your Service in any way that adversely affects the Service or the Carrier’s network;
(d) violating any term or condition contained in this Agreement.
Any term or provision of this Agreement which by its context is intended to apply after termination of the Agreement will survive, including, any limitation of liability, disclaimer of warranties, dispute resolution procedures, restrictions with respect to the use of a Product or Service and our Limited Warranty, Return Policy, and Privacy Policy.

SLA

Network Availability Guarantee

SkyFiber Internet’s network is guaranteed to be available and capable of forwarding IP packets 99.99% of the time, averaged over a calendar month.

SkyFiber Internet’s IP network includes the customer access port (the port on the Sky Fiber Internet aggregation router upon which the customer’s circuit terminates) and the Sky Fiber Internet IP backbone network.

The SkyFiber Internet IP backbone includes Sky Fiber Internet owned and controlled routers and circuits, including any transit connections. Sky Fiber Internet assures a minimum of 80% customer circuit capacity on our backbone.

SkyFiber Internet’s Network Availability Guarantee does not include the customer’s Local Area Network (LAN), local access circuit (e.g. local loop), scheduled and unscheduled maintenance events, Customer Premise Equipment (router or CPE), customer caused outages or disruptions, interconnections to or from other Internet Service Provider (ISP) networks, and force majeure events.

If the Network Availability Guarantee is not met in a calendar month, the customer is eligible to receive a credit as stated in the table below for that month for outages in excess of the 99.9% guaranteed under this SLA up to a maximum of one month’s recurring charge.

Total Monthly Outage Time Service Credit*

7 to 24 Hours = 1 day of monthly recurring charges

32 hours up to 7 days = 1 week of monthly recurring charges

7 days or more = 1 month of monthly recurring charges

* 1-day Service credit is equal to 1/30th of the monthly recurring charge for the affected port in the applicable month. N-days Service

Credit is equal to 1-day service credit multiplied by N, where N is the number of days of service credit.

Latency Guarantee

The SkyFiber Internet network (as defined in the previous section) is guaranteed to have an average round trip packet transit time within the Sky Fiber Internet network to our fiber connection over a calendar month of 30 ms or less. The average network latency is measured as the average of 5 minute samples taken throughout the month.

The SkyFiber Internet Latency Guarantee does not include the customer’s Local Area Network (LAN), local access circuit (e.g. local loop), scheduled and unscheduled maintenance events, Customer Premise Equipment (router or CPE), customer caused outages or disruptions, interconnections to or from other Internet Service Provider (ISP) networks, and force majeure events.
If the Latency Guarantee is not met in a calendar month, the customer is eligible to receive a credit up to 1/30th of the monthly service charge (MRC) for that month for each full 5ms above the 30ms average maximum guaranteed under this SLA up to a maximum of one month’s recurring charge.

Packet Loss Guarantee

The Sky Fiber Internet network is guaranteed to have a maximum average packet loss of 0.5% percent or less during any calendar month.

Maximum Service Credits

Service credits issued in any month for a port under this SLA will not exceed the monthly recurring service charges for the affected port.

The combined cumulative total of Service Credits issued during a Contract Year under this SLA and any other IP SLAs will not exceed 20% of the Customer’s total IP Products and Services invoiced during a Contract Year.

Credit Requests

SkyFiber Internet will offer credits outlined above should these guarantees not be met, subject to verification by Sky Fiber Internet.

Requests for credits must be in writing and received by SkyFiber Internet no later than seven days from the disruption in service as outlined in the guarantees above. Customers requesting credits must have opened a trouble ticket with the SkyFiber Internet Network Management Center (NMC) at the time of the incident. Please allow one week for credit requests to be adequately researched by SkyFiber Internet prior to posting to a customer’s ‘ account.

Total credits under this SLA are limited to the monthly service charge for the month in which the service does not meet the commitment.
Concurrent events will not provide consecutive credits.

Requests for credits may be mailed to:

SkyFiber Internet, Inc.

8975 Double Diamond Pkwy suite A9

Reno, NV 89521

775-284-9434