Terms of service

These terms govern every service supplied by Icon Infotech Ltd. (IIL) (“ICON”, “we”, “us”), trading as iFi for home internet, to you, the customer. By applying for, activating or using a service you accept these terms together with the package details shown at the time of order and any written service agreement signed for business services.

We operate under licences issued by the Bangladesh Telecommunication Regulatory Commission (BTRC). Where these terms and a BTRC directive conflict, the directive prevails.

We supply the package you select at the speed, data allowance and price published on the BTRC-approved tariff. Home packages are unlimited with no fair-usage cap. Speeds are stated as the maximum line rate to the equipment we install; throughput to any individual website or service also depends on that service, on international routes outside our control and on your in-home Wi-Fi.

Bundled value-added services (such as OTT, telemedicine, voice minutes or parental controls) are provided as described for your tier and may be changed or replaced with reasonable notice if a partner platform changes.

Installation is subject to a feasibility survey. The installation charge for your package is shown before you order; no advance payment is taken until the line is live and tested with you present. Fiber, the optical terminal (ONU) and any managed router we supply remain our property unless sold to you, and must be returned on cancellation.

You agree to give our engineers safe access to the premises at the agreed time and to obtain any permission needed from a landlord or building committee for cabling.

Home packages are billed monthly in advance; yearly billing gives two months free as shown on the tariff. Invoices are issued at the start of each cycle and are payable through bKash, Nagad, Rocket, card, internet banking or bank deposit. All prices include VAT at the prevailing rate unless stated otherwise.

If a bill remains unpaid seven days after the due date we may suspend the service after reminding you. Reconnection after suspension is immediate on payment. Business tariffs, SLAs and credit terms are set out in the individual service agreement.

You may upgrade or downgrade a home package at any time; the new price applies from the next billing cycle. There is no minimum contract period on home packages and no cancellation fee: settle the current cycle, return any managed equipment and the service ends. Relocation within our coverage area is treated as a new installation at the published charge.

You must not use the service to:

• attack, probe or gain unauthorised access to any system or network;
• send unsolicited bulk messages or distribute malware;
• resell or share bandwidth beyond your premises without written agreement;
• infringe intellectual property or commit any act unlawful under the laws of Bangladesh, including the Digital Security Act and BTRC regulations.

We may restrict a connection that is compromised or generating attack traffic, after trying to reach you first, and will restore it once the issue is resolved.

Our hotline 09644 444 444 is staffed by engineers 24 hours a day. We aim to restore any home fault within 24 hours of report and will credit the affected days on request if an outage attributable to our network lasts longer than 48 hours. Business services carry the uptime, MTTR and escalation commitments written into their SLA.

We are responsible for the service up to the equipment we install. Except where the law does not allow it, our liability for any claim relating to the service is limited to the charges you paid for the affected period, and we are not liable for indirect loss such as lost business or data. Nothing in these terms limits liability for death, personal injury or fraud.

We may update these terms to reflect changes in law, regulation or our services, and will publish the revised version on this page with at least 30 days’ notice for material changes. These terms are governed by the laws of Bangladesh; complaints that cannot be resolved with us may be referred to the BTRC.