Terms and Conditions

Valid through 31 March 2027.

1. Your broadband plan

These terms apply to standard prepaid broadband from Padmnet Broadband Services Pvt. Ltd. Your order confirms the service address, package, plan duration and charges. Dedicated business services may have separate agreements.

2. Availability and installation

We check whether we can connect your address. Standard installation covers delivery to the agreed connection point at your premises, setup and testing. We quote extra work based on the site and confirm applicable charges before activation.

3. Plan prices, billing and renewals

Plans are paid in advance. Plan prices shown on our website include GST. Installation, other applicable charges and any refundable equipment deposit are separate. If we issue a renewal bill, payment is due within seven days of the billing date. Service may pause when the prepaid term expires and can resume when you renew.

We send updates about bills and renewals and give advance notice of tariff changes as required. Please report a suspected billing error within 15 days so we can investigate promptly. Your rights to complain or appeal under applicable law continue to apply.

4. Speed and fair usage

The advertised plan speed is the maximum rate for your connection to Padmnet’s local network node. Speed at your device can vary with Wi-Fi, your equipment, network conditions and the sites or apps you use.

Your 3,300 GB monthly fair usage allowance resets on your billing date. After you use that allowance, speed is reduced to 1 Mbps. See your plan details for typical speeds where applicable.

5. Equipment and security deposits

The installation charge covers setup. The ONT (fiber router), fiber and other materials that Padmnet supplies for use with the connection remain Padmnet property. If we supply an ONT against a refundable deposit, we tell you the amount before activation.

When service ends, contact us to arrange the return of equipment that needs to be collected. We test the returned ONT to check that it works. We refund the deposit due within the applicable timeframe and handle it separately from any subscription refund.

6. Using your connection

Use the connection lawfully and respect other people’s rights. We may restrict service in response to unlawful use or as otherwise permitted by applicable law.

7. Support, outages and complaints

For service or billing help, call or WhatsApp +91 99251 32277 or email support@padmnet.in. Staffed phone hours are 10 a.m. to 8 p.m., Monday to Saturday. We aim to respond within 24 hours and resolve issues within 72 hours, subject to any applicable regulatory deadlines. If your complaint remains unresolved, share your reference with customer support and ask how to escalate it.

We send updates on planned maintenance, outages and restoration. For an extended outage other than one caused by a force majeure event, such as a natural disaster, Padmnet offers a refund for the full unused portion of the prepaid plan or an extension of plan validity. We apply any credit, refund or plan extension due under applicable rules.

8. Closing service and prepaid refunds

You can request closure through customer support. If you move to an address Padmnet cannot serve, you can request a refund of the unused portion of a 6- or 12-month prepaid plan. Please provide proof of relocation, such as a rental agreement, utility bill or employer letter.

For an eligible relocation refund, we calculate the unused subscription amount in proportion to the remaining plan period and deduct 26% of that unused amount for administration and processing. We process eligible relocation refunds within 7–10 business days of the request, normally to the original payment method.

We assess installation, separately charged equipment fees and usage charges separately from the unused subscription amount. We may also review exceptional cases involving documented service issues or billing errors. Your rights under applicable law continue to apply.

9. Entertainment add-ons

Entertainment add-ons have separate terms. Contact us if you need help with an add-on or want to change or cancel it during your plan. We forward the request to the aggregator that manages your subscription, such as PlayboxTV or Watcho. The aggregator handles the request with you under its terms. Padmnet handles broadband issues and questions about charges it billed.

10. Changes to these terms

We tell you when updated terms take effect and notify you as required. Your existing subscription agreement and applicable law continue to protect any rights you already have. For questions about this agreement, contact support@padmnet.in or +91 99251 32277.