Terms of Service
Sprocket Networks Internet Acceptable Use Policy
As a network service provider and to ensure that all of our customers enjoy the service experience with Sprocket Networks, we must have a policy for the use of our network. The Acceptable Use Policy (“AUP”) below outlines acceptable and unacceptable use for Sprocket Networks Internet services, including Voice over Internet Protocol (“Services”). By subscribing to the Services, you (“you” or the “Subscriber”) agree to comply with this AUP, which may be amended from time to time.
Your violation of the AUP may result in the restriction, suspension, or termination of either your access to the Services and/or your account(s) with us. You acknowledge and agree that in no event shall Sprocket Networks have any liability whatsoever for damages, suffered by you or by any third party, to the extent such damages are directly or indirectly caused by Sprocket Networks’ enforcement of this AUP, including the termination, restriction, suspension, or interruption of your account without advance notice.
It is important to understand that a Subscriber’s computer may transmit data without the Subscriber’s active participation or knowledge. For example, spam or the computer is “hacked” by a third party. Under this AUP, each Subscriber is responsible for all uses of his/her computer, tablet, phone, and any other related device that connects to our Services.
The following uses of the Services are prohibited:
- Using the Services for any unlawful purpose.
- Transmitting any materials or content that violate or infringe on the rights or dignity of others.
- Transmitting or facilitating any form of Spam.
- Engaging in consumer fraud.
- Transmitting any material that contains software viruses or any other computer code.
- Accessing, or attempting to access, the accounts of others, or penetrating, or attempting to penetrate, security measures of Sprocket Networks’ or another entity’s computer software or hardware, electronic communications system, or telecommunications system, whether or not the intrusion results in the corruption or loss of data.
- Collecting, or attempting to collect, personal information about third parties without their knowledge or consent.
- Activities which adversely affects Sprocket Networks’ property, or in any way interferes with or disrupts our network or the ability of other people or systems to use Sprocket Networks’ Services or the internet.
- Using the services for business or commercial use and hosting a dedicated server site on the internet without subscribing to a commercial service account.
- Any action that will result in excessive consumption or utilization of the system or network resources, or which may weaken network performance.
- Reproducing, duplicating, copying, selling, reselling or exploiting any portion of the Services without Sprocket Networks’ prior written consent.
Sprocket Networks Billing Policy
1. Billing Office:
2323 Bryan St, Suite 1500
Dallas, TX 75201
Billing Office Hours:
8:00 am to 5:00 pm, Monday through Friday (excluding major holidays.)
Check Payment Remittance Address:
PO Box 140778
Dallas, TX 75214
2. General Subscriber Information
Thank you for choosing EllumNet, LLC (henceforth referred to as “EllumNet”) as your Internet Service Provider. If you don’t receive quality customer service every time you contact us, please email us or give us a call and ask to speak to a supervisor. We value your opinion and want to be sure you are always satisfied.
By signing up for any EllumNet services, you acknowledge that you are eighteen (18) years of age or older, you agree that you have the legal authority to enter into this agreement, and affirm that the information you supply to us is correct and complete.
Please understand that EllumNet relies on the information you supply and that providing incorrect information may result in delays of service, a lock on the account, or termination of your account services.
EllumNet reserves the right to change policies, services, and pricing. Your continued use of a EllumNet account signifies acceptance of any and all policies as well as policy or price changes. You may cancel your account if you do not agree with changes in policy, service, or pricing.
EllumNet reserves the right to refuse to provide service to anyone.
3. Account and Billing Information
Please help us serve you better by notifying us of any changes to your personal or billing information. To update your contact or billing information please visit our customer portal or call us at 214-989-6700.
We will only make changes for the owner-of-record or those with listed administrative access to an account.
4. Payment/Renewal Options
4.1. Credit Card Payments
Payment Failure: If for any reason your credit card payment is unable to be processed, you will be notified via email. Additional attempts to charge your card will be made automatically by our system. If the card is declined for any reason, we ask that you please call us or visit our customer portal and update your credit card information. If we are unable to process your payment, your services will be suspended until your payment information has been updated and your past due balance has been paid.
Disputes/Chargebacks: Any billing related inquiries should be directed to 214-989-6700 between the hours of 8AM and 5PM Monday through Friday, or sent via email to firstname.lastname@example.org. We will need your username, credit card number, and the original post date of the charge in question. If you wish to dispute any charges that EllumNet has made to your credit card, please notify us within thirty (30) days of the original posting date of the transaction. If you dispute charges directly with your bank and your dispute results in a credit card chargeback to EllumNet, you will be charged a twenty-five-dollar ($25.00) service fee. You will be responsible for any non-disputed charges beyond thirty (30) days.
4.2. Check Payments
Check payments can be sent by mail to the PO Box listed on your invoice.
Returned Checks: A twenty five ($25.00) service fee will be applied to the current balance due on all returned checks.
5. Billing cycle
Account services are billed monthly. All EllumNet services are billed in advance.
5.1. Grace Period/Late Fee:
A grace period of five days from the due date is given for most accounts. After 5 days, a late fee of 1.5% of the current balance due will be added to your account. Late fees are posted each month the account is overdue. The late fee must be paid with the current past due balance. To prevent late fees, you can set up automatic payments in our customer portal or contact our billing department to have someone help you do so.
5.2. Overdue Accounts
5 days overdue: If your account is overdue past 5 days, you will be sent an invoice reminder. Another invoice may be generated with late fees assessed. While your account is disabled you will be able to access your email, however you will have no web access. Once we receive your payment in full, your account will be automatically re-enabled.
30 days overdue: At 30 days your account will incur a second late fee of an additional 1.5% of the current balance due.
60 days overdue: If your account is more than 60 days overdue, we will send you a Final Statement to close out your account, which will be due within 30 days from the Statement date. Your account will then be sent to an outside collections agency.
2 days late – send past due notice
7 days late – second notice
14 days – suspension notice (within 24 hours)
5.3. Collection Fees
For any delinquent accounts that are sent to an outside collections agency, you will incur a twenty-five dollar ($25.00) processing fee in addition to any other service charges and late fees you have already incurred. You will be responsible for all collection costs, including reasonable attorney fees.
5.4. Cancellation and refunds
5.4a For services without a signed agreement:
Your service automatically renews on a monthly basis until cancelled. Cancellations take effect at your next billing date. Your service will remain active and you may continue to use it until that date. No refunds will be provided on prepaid services.
5.4b – For services with a signed agreement:
If you cancel your service before the agreement expires, you will be subject to an Early Termination Fee of one hundred forty-nine dollars ($149) or the remaining monthly charges, whichever is less, unless you cancel within the first thirty (30) days after service activation. If you cancel within the thirty (30) days of the date service is activated and return all equipment you have received from us, the early termination fee will not be charged. If you do not cancel the agreement within thirty (30) days, you will automatically be billed and the terms of the agreement will apply. If you fail to return any equipment you have been provided by us, an additional charge may be assessed for the full replacement cost of said equipment. Acceptance of these terms will occur at checkout.
We are not able to suspend accounts or place accounts “on hold.” If you will be unable to use your account for an extended period of time, we advise you to cancel the account and reinstate it at a later date.
EllumNet does not monitor the usage of your service. Absence of activity will not result in termination of your account by EllumNet and no refunds will be given based on the absence of activity. If you fail to notify us of your intention to cancel you will be responsible for all fees until the date of account termination regardless of whether you used the service.
5.4c – The following applies to all accounts, with or without an agreement:
Any and all equipment provided to you by EllumNet must be returned to us before your account can be closed. If you fail to return any equipment you have been provided by us, an additional charge may be assessed for the full replacement cost of said equipment. Cancellations may only be initiated by sending an email to email@example.com which includes your account number, reason for cancellation, and requested termination date. Only the primary account holder or other verified listed administrators can cancel an account.
Equipment may be returned to us in person or by mail. As part of the cancellation process, a representative from our team will provide you with the address of a location where you can drop off or mail your equipment.
Accounts will only be canceled in full when the balance on the account is zero dollars ($0.00) and all equipment has been returned.
6. Residential Service Levels & Guarantees
Actual data transfer rates may vary depending upon numerous factors, many of which are beyond our control. Actual service speeds are based on hardwire connection and typically will be at 80-90% of advertised speeds. EllumNet makes no guarantees regarding the availability of speeds until the service is established.
EllumNet will not be considered responsible for outages that we are not notified about by the account holder. An authorized adult must be available at your location for our staff to conduct troubleshooting and connection setup. You have the sole responsibility for any local network infrastructure at the installation premises. If we send a technician to your location to troubleshoot and find that the service is working as expected up to the CPE, a service call charge may be assessed.
Our residential internet service is a commercially reasonable efforts service commitment. We will do our best to ensure that the service remains functional at all times. However, circuit uptime is not guaranteed, and the agreement terms do not include a provision for credit for down time. If you need a connection which includes a Service Level Agreement (SLA) that higher support level commitments, please contact us about EllumNet HomeOffice+ services that may be available to you.