Terms of Service

These terms apply to internet and connectivity services provided by Reliance Broadband in Kenya. By using our service you accept them.

Service and installation

Installation is free and we provide a router at no charge. We aim to connect most homes the same day, and often within about four hours of confirming your location. Where a service point needs additional civil works, pole access or landlord permission, installation may take longer and we will tell you before we start.

Billing

• Subscriptions are prepaid and monthly. Your service period begins on the day of activation.
• Payment is by M-Pesa to the paybill for your region, which we send to you at installation. Your account number is your mobile number. Payments made to a wrong account number are the most common cause of delayed reconnection.
• When a subscription expires, service pauses automatically with no penalty and resumes within minutes of payment.

Current offer

Pay your first month, get your second month FREE. New residential connections only. One offer per household. Offer ends 30 September 2026. The free month is applied to the second consecutive month of an active account and has no cash value.

Fair use

Home packages include unlimited data. We do not apply daily caps or throttle your subscribed speed. We reserve the right to manage traffic where a connection is used in a way that materially degrades service for other customers, is resold or shared beyond the premises it was installed for, or is used for unlawful activity — including breach of copyright. Where this arises we will contact you first.

Equipment

The router and any optical network terminal we install remain the property of Reliance Broadband. Please look after them and keep them powered and accessible. If your subscription remains unpaid or unrenewed for 15 days or more, we may ask you to return the router and any other Reliance equipment, and we may collect it from the premises. Equipment that is lost, or damaged other than through normal use, is chargeable at replacement cost.

Hotspots

Hotspot bundles are prepaid, time-based and begin the moment they are activated. They are valid only at Reliance hotspots and are not transferable or refundable once used. Coverage and speed at a hotspot vary with distance and the number of users connected.

Support and faults

Report faults on 0746478467 or 0730823000, or by email to Reliancebroadband254@gmail.com. We aim to respond the same day. Service may occasionally be interrupted by power outages, fibre cuts, upstream carrier faults or planned maintenance, and we will restore service as quickly as we reasonably can.

Acceptable use

You agree not to use our network for unlawful purposes, to distribute malware, to send bulk unsolicited messages, to attack or scan systems you do not own, or to infringe the intellectual property rights of others. We act on lawful notices we receive and may suspend an account where abuse continues.

Cancellation

There is no contract term. Simply stop renewing, or tell us you wish to cancel, and arrange return of the equipment.

Governing law

These terms are governed by the laws of Kenya. Reliance Broadband is licensed by the Communications Authority of Kenya as a Network Facilities Provider and an Application Service Provider.