1. Who we are and what these terms cover

These terms are an agreement between you and DishNet Africa Limited ("DishNet", "we", "us"). Our office is at 4th floor, Acacia Mall, 14-18 Cooper Road, office TT06, Kampala. You can reach us on WhatsApp or by phone at +256 705 993 348, or by e-mail at info@dishnetafrica.com.

They apply to the internet services we provide in Uganda: monthly plans that run on the Starlink satellite network, fiber internet, and managed networks we run for you. Equipment you buy from us is covered by our Terms of Sale.

DishNet Africa Limited is an independent Ugandan company: an IT solutions provider and Starlink installer, registered in Uganda. It is not an agent, partner, franchisee, affiliate or representative of Starlink or SpaceX.

2. The other documents that apply

Your service is also covered by our Acceptable Use and Fair Use Policy, Privacy Policy, Warranty Policy, Returns, Refunds and Cancellations and Complaints pages. If two documents disagree, the one higher in this list applies:

1. a written agreement signed by you and DishNet for your service, such as a Flex package (Flex 12 or Flex 24: a 12- or 24-month package with the kit included), a business service agreement or a WiFi-zone partnership;
2. the Installation Terms you accept for a Starlink installation job;
3. these terms and the policies listed above.

A quotation, an invoice, or terms you accept in our customer portal never take away anything these terms and our policies give you. Where they differ, the version that is better for you applies.

Where your plan runs on the Starlink network, Starlink publishes its own terms and policies at starlink.com/legal. If you hold a Starlink account, they govern your relationship with Starlink. They are not part of your agreement with DishNet, and nothing in them reduces a right you have against DishNet under these terms or the law of Uganda. Use of the Starlink network must also follow Starlink's Acceptable Use Policy and Fair Use Policy, as our Acceptable Use and Fair Use Policy says. DishNet is not part of Starlink or SpaceX, and does not operate the Starlink satellite network.

3. Our service and what it depends on

You can buy Starlink in your own name. We advise you on the kit and plan, help you order and subscribe, and install and support it for you; the Starlink account is then yours, under Starlink's own terms. If you choose a DishNet plan, our managed service, your contract for the service is with DishNet, not with Starlink, and the Starlink account that serves your kit is registered and managed by DishNet on your behalf. You can ask us to transfer that account to you; any minimum period, fee and processing time are confirmed to you in writing before a transfer, and transfers follow Starlink's own rules.

We tell you the typical speeds for your plan before you buy, but speeds are not guaranteed. Satellite and wireless performance changes with weather, obstructions such as trees and buildings, the number of people online at busy times, and the network itself. Some plans are given lower priority on the network at busy times; we tell you before you choose one.

Your service needs the equipment installed with a clear view of the sky (for Starlink) and a working power supply. It also needs the Starlink network or our fiber network to be available. We will always be straight with you about what to expect at your site.

4. Opening an account

• You must be at least 18 years old to open an account.
• The information you give us must be correct and kept up to date: your name, phone number, installation address and, for a business, its registered name.
• Where the law, the Uganda Communications Commission or Starlink requires it, we will ask for proof of identity before activating a service. We explain why in our Privacy Policy.
• You are responsible for anyone who uses the service at your premises, and for keeping your WiFi password and account details private.

5. Plans and prices

Prices are set out in your quotation and invoice. They are in Uganda shillings and include all taxes: URA taxes and UCC charges are already in them, and nothing is added on top. Where a quotation lists VAT on its own line, the total already includes it. Prices shown on this website come from our billing system and can change; the price that applies to you is the one in your written quotation.

We may change a plan's price or features. We will tell you at least 30 days before a change that is worse for you takes effect, by WhatsApp, SMS or e-mail. If you do not accept it, you may cancel before it takes effect, with no charge for cancelling.

We may also change or withdraw a plan because Starlink or another network provider changes or withdraws the service behind it. We will then offer you the closest available plan, or let you cancel without charge.

6. Billing and payment

• Monthly plans are billed in advance, one month at a time. A DishNet kit package includes your first month of internet; if you buy a kit on its own, your quotation shows whether it does.
• You can see your invoices and payments in the customer portal.
• Ways to pay are listed on our Pay a Bill page. After paying by mobile money, send us the transaction ID so we can apply it to your account. We will never ask for your mobile-money PIN, the password to your bank, e-mail or mobile-money account, or a sign-in code we have sent you.
• If you think a bill is wrong, tell us. We will check it and correct any mistake. If you were overcharged, we refund you, or credit your account if you prefer.
• If you dispute a bill, tell us: while we look into it, we do not pause your service over the amount you dispute, as long as you pay the rest.

7. Unpaid bills and suspension

Plans are paid in advance. We send you a reminder before each month is due. Service pauses automatically at the end of an unpaid period and resumes when your payment is applied to your account. Our billing system does this automatically; you can ask a person to review it at any time.

We restore the service once the payment is applied to your account. That is usually the same working day (Monday to Friday, except public holidays in Uganda); if you paid by mobile money, send us the transaction ID.

A pause for an unpaid bill does not end your plan. If the bill is still unpaid while the service is paused, we may end the plan (section 16), but only after telling you in writing that we will and giving you a date to pay by. Equipment that belongs to us must then be returned (section 9), except a kit on a Flex package, which follows its own agreement and the law.

8. Changing, pausing and cancelling

• Cancelling. Monthly plans have no fixed term and no cancellation fee. Tell us at any time, by WhatsApp, e-mail or at our office. Your service continues until the end of the month you have already paid for. To avoid the next month's bill, tell us before your next billing date.
• Refunds when you cancel. We do not refund the unused part of a month that has started, except as our Returns, Refunds and Cancellations page and the law provide (for example a billing mistake or a long fault). Whole months you paid in advance and have not started are refunded.
• Changing plan. You can ask to move to another plan; the change normally takes effect from your next billing month.
• Pausing. Where Starlink allows it for your equipment and plan, you can ask to pause from your next billing month. A paused service may carry a reduced standby charge and limited service. We tell you both before you choose. When you resume, the same plan or price may not be available.
• Packages with a minimum term. Flex packages and other packages that include equipment over a period are governed by their own written agreement, which you sign before installation. These terms do not change it, and it does not take away any right to cancel that the law gives you (see our Returns, Refunds and Cancellations page).

9. Equipment

• Equipment you have bought and paid for in full belongs to you.
• Equipment we provide as part of a plan (for example a router) remains ours. Look after it, keep it at your installation address, and do not sell, lend or move it without our agreement.
• A kit on a Flex package is governed by the written agreement you sign for it. Where the Hire Purchase Act applies to that agreement, we follow it, including before we take any step to recover the kit.
• You are responsible for loss of or damage to our equipment while it is with you. That does not include fair wear and tear, or damage we cause.
• When a plan that includes our equipment ends, give us access to collect it, or return it to our office. If it is not returned, or comes back damaged beyond fair wear and tear, we may charge the reasonable cost of replacing or repairing it. We will tell you that cost first.
• Do not open, modify, repaint or repair the equipment yourself, or install firmware that did not come from the manufacturer. If you do, the manufacturer's warranty and ours may no longer cover the equipment. Your rights under the law are not affected.

10. Your address, moving and travel

Your plan is for the installation address on your account. This is also the service address registered for your kit. If you move, tell us first. We will check whether service is available at the new address; on the Starlink network that depends on capacity in the new area, which we cannot guarantee. Moving and re-installing equipment is quoted separately.

Using equipment away from the installation address, in a moving vehicle or boat, or outside Uganda needs a plan that allows it. Otherwise the service may stop working or be restricted by the network provider, and the equipment warranty may no longer cover it.

11. Faults, support and service credits

• Report a fault on WhatsApp +256 705 993 348, which is answered every day, or by phone or e-mail. Many problems can be fixed remotely; where a visit is needed, we arrange one.
• If a fault is caused by something we are responsible for, we fix it at no charge. Before charging you for a visit that turns out to be needed for something else, we tell you the cost. Examples of something else: your power supply, a new obstruction, damage, or equipment moved by someone else.
• Service credit. If your service is down for more than 3 days in a row after you report a fault, and the cause is not one of those in the point above or an unpaid bill, we credit your account with one day's share of your monthly charge for each full day it was down after you reported it. A credit does not limit any other right you have under the law.

12. Fair and acceptable use

You must use the service lawfully and in line with our Acceptable Use and Fair Use Policy. Home plans are for household use at the installation address. Shops, offices, schools and hotels need a business plan or a written agreement with us. Public WiFi is covered in section 2 of our Acceptable Use and Fair Use Policy. Reselling or sharing the service beyond your premises is not allowed unless we have agreed it in writing. If anyone, including a network operator, a rights holder or an authority, brings a claim or demand against us or imposes a penalty on us because of your unlawful use or misuse of the service or equipment, your content, or your breaking these terms or Starlink's Acceptable Use or Fair Use Policy, you are responsible for the loss that this causes us, to the extent that it arises from those things.

13. Your information

We use your personal information as described in our Privacy Policy. To activate a Starlink-based plan we share the details Starlink needs with Starlink. Where the law requires it, we also register your equipment or account details with the Uganda Communications Commission.

14. Our responsibility to you

• We provide the service with reasonable care and skill.
• We are responsible for loss or damage that you suffer as a foreseeable result of our breaking these terms or our negligence. Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.
• Except where the point above applies, and as far as the law allows, we are not responsible for loss of business, profit, revenue or data, or for indirect loss. For loss caused by an interruption to the Starlink network or another network we do not operate, our responsibility is limited to the charges you paid for the affected service in the three months before the interruption. This limit does not apply where the loss results from our not providing the service with reasonable care and skill.
• If your business depends on a connection, ask us about a backup connection. We are glad to design one with you.
• Nothing in these terms takes away your rights under the Sale of Goods and Supply of Services Act, the Electronic Transactions Act or any other law of Uganda that cannot be excluded.

15. Events outside our control

We are not responsible for a delay or failure caused by events outside our reasonable control. Examples are severe weather, fire, flood, lightning, war or civil unrest, a nationwide power or network failure, a satellite network outage, theft or vandalism by third parties, and an order or directive from a government authority or regulator, including one that restricts a network provider's service in Uganda, unless the order results from something we did or failed to do. If such an event stops your service, we tell you what we know and do what we reasonably can to restore it. You do not pay for whole months in which the service could not be provided. If the interruption lasts more than 30 days, you may cancel without charge and we refund any whole months paid in advance.

16. When we may suspend or end the service

We may suspend or end your service:

• for a bill that is still unpaid after the service has paused, as described in section 7;
• if you seriously or repeatedly break the Acceptable Use Policy, or use the service unlawfully. We will first ask you to stop, unless the matter is urgent, harms others or the network, or the law requires immediate action;
• if a court, the Uganda Communications Commission or another authority lawfully requires it;
• if Starlink's network, the Starlink account that serves your kit, or Starlink's policies make the service impossible or unlawful to continue, for reasons outside our control. We tell you as soon as we can, offer you an equivalent service where we have one, and refund what you paid in advance for service we did not provide;
• if we stop offering the service, telling you at least 30 days in advance and refunding any whole months paid in advance.

17. Changes to these terms

We may update these terms, for example to reflect a change in the law or in the services. The current version is always on this page, with its date. We keep every earlier version, and send you a copy on request. We will tell you at least 30 days in advance about a change that is worse for you. You may cancel before it takes effect, with no charge for cancelling.

18. Complaints and the law that applies

If something goes wrong, please tell us so that we can put it right. Our Complaints page explains how we handle complaints and where you can go if you are not satisfied, including the Uganda Communications Commission. These terms are governed by the laws of Uganda, and the courts of Uganda can decide disputes about them. That does not limit your right to use any complaint or dispute process the law gives you.