Broadband Consumer Charter

Last updated: October 2026

i. Locations

R G Technosolutions Pvt. Ltd. (“The Company”) offers internet services to individual and enterprise segments by wireless & FTTH technology. It is presently operational in multiple cities and towns across UP East.

ii. Services Offered

The company offers its residential (Residential Broadband) and commercial internet (Internet Leased Line) services by wireless and FTTH technology, with speeds up to 1 Gbps, through various usage plans catering to different segments of users. For plan details, please get in touch with one of our representatives.

iii. Terms & Conditions of the Services Offered

1. The term "RENU BROADBAND" wherever appears in this document shall mean and include R G Technosolutions Pvt. Ltd.
2. The terms and conditions herein, acceptable usage policy and responsible usage policy directed by the company from time to time shall continue and will be an integral part of the agreement between the company and consumer with respect to the Service. The company reserves the right to change any or all aspects of this agreement, terms, operating rules, usage guidelines, prices governing the Service, service plans, the pricing structure, or product service policies at any time without any intimation to the consumer. The consumer acknowledges that it is his/her sole responsibility to apprise himself/herself of the Terms and Conditions and responsible usage policy, as amended from time to time, and agrees to abide by the same. The consumer shall visit the website of the company to apprise himself/herself of the latest terms and conditions, service plans & policies etc.
3. Every subscriber registration must be done with correct details such as name, address, telephone number and email address etc. In case of any change, the same should be updated by the respective subscriber without fail or delay.
4. The Service is being provided subject to all applicable Indian laws & regulations. The company shall provide the service to the consumer in accordance with the terms and conditions then in force and as amended from time to time.
5. The subscription rental is prepaid only. Subscription rental amounts once paid are non-refundable but can be adjusted. The service (installation) charge is payable in advance and is non-refundable. All taxes, duties, charges or any other levies of any nature whatsoever, payable for the services, shall be payable by the consumer in addition to the service charges, and the consumer agrees to pay the installation charges for the installation of the Router/ONU/CPE and the cabling done at the consumer premises, directly to the Renu Broadband representative or via our online gateway, as determined from time to time.
6. The company will put in its best efforts and strive to maintain the maximum possible uptime of the service. However, the company will not be responsible for disturbance in service due to reasons beyond its control, including but not limited to acts of god, lightning strikes, earthquakes, cyclones, hurricanes, floods, storms, fires, natural disasters, explosion, war, hostility, civil commotion, public enemy, sabotage of cables, riots, bomb blasts, epidemic, quarantine, lockout, electricity fluctuations, electrical surges/blackouts/brownouts, internet outage, cable outage, fibre cut, malicious damage, etc.
7. The consumer also acknowledges and accepts that, in the very nature of the services to be provided, there can be a number of factors affecting the provision of the service by the company, and the obligation of the company to provide the services shall be on a best-endeavor basis.
8. The company shall not be liable to the consumer for any loss, expense or damage of any kind in connection with the performance of obligations under the contract, or arising from destruction, interruption, suspension or malfunction of the service, for whatsoever reason, except when there is deliberate failure or breach on the part of the company.
9. The company will be responsible only for carrying data packets and is not responsible for its nature or content. The consumer guarantees that the service will be used for genuine purposes only and will not be used for any immoral, unlawful or socially unacceptable purposes.
10. The consumer acknowledges, accepts and specifically covenants that he is fully aware of the nature and terms of service and the acceptable usage policy. The consumer shall be exclusively responsible for making arrangements for getting the necessary hardware and software at his/her end. It is explicitly agreed that the company does not undertake any responsibility with regard to procuring, installing or maintaining hardware and/or software at the user end. However, Customer Premises Equipment provided by the company, as the case may be, shall be maintained with diligent care by the consumer.
11. Services stopped for non-payment or non-renewal of packages may be reactivated without any charges within 15 days from the date of such deactivation. Further, the consumer may place their connection in safe custody by a written request to the company, for a maximum period of 45 days. Post 45 days of an inactive account, 250 INR will be charged to re-activate.
12. The consumer hereby undertakes to indemnify and hold harmless the company against any liability which may arise from any and all acts on the part of the consumer while availing the services.
13. The consumer shall take full and sole responsibility for preserving the secrecy of the password. The consumer acknowledges and accepts that, considering the nature of the service, there will be a need to change the password from time to time to avoid misuse and to maintain secrecy. The company shall not be responsible for any wrongful or unauthorized usage under any circumstances.
14. The service provided shall be exclusively for the consumer; the consumer shall not transfer, reassign, sell, offer, promote or otherwise share the services with others, including the consumer's affiliates. The consumer shall not do anything that is detrimental to the company's interest.
15. The company shall have the right to terminate the services, without any prior notice to the consumer, in the event of a breach of these terms and conditions on the part of the consumer. In the event of such termination, the company shall not be liable to return any amount if the termination is by the consumer, or for breach or failure on the part of the consumer.
16. The consumer acknowledges that the services are provided on an "as is, where is" basis. The company, its employees, franchisees and associates make no warranty of any kind, express or implied, regarding the quality, accuracy or validity of the data and/or information available on its systems, or residing on or passing through its interconnecting networks, or that the service will be uninterrupted or error-free. The company expressly excludes any implied warranties of merchantability or fitness.
17. Telephony over the internet, under existing law, shall be limited to PC-to-PC only; PC to any landline or mobile number, and vice-versa, is expressly prohibited. Consumers shall strictly comply with the above, and persons involved otherwise may be liable to be prosecuted with the penalty prescribed under law.
18. It is illegal to terminate internet telephony calls to any public telephone number (PSTN, ISDN, PLMN etc.) in India, irrespective of whether the call originates in India or abroad.
19. The consumer agrees that the Broadband service is a single-PC connection; the company shall not be responsible for any downgrade of service due to redistribution by the consumer to its own devices.
20. The company's entire liability, and the consumer's exclusive remedy, for any failure or breach on the part of the company shall be the return of charges paid by the consumer relating to the unexpired period of use. The company disclaims all warranties and conditions, express or implied, including but not limited to implied warranties of merchantability or fitness for a particular purpose, and in no event shall the company be liable for any other damages, including special, indirect or consequential damages, loss of profits or business interruption, whatsoever, arising out of the use or inability to use the services.
21. In using the service, the consumer agrees to comply with all applicable laws, regulations and rules, and hereby indemnifies the company against any claims, loss, damage or consequence arising from non-compliance by the consumer with any applicable laws, rules or regulations, etc. The courts in Kanpur shall have exclusive jurisdiction for any dispute arising out of the service.
22. The consumer hereby declares that he has read these terms and conditions and the order form completely, and that he unconditionally agrees to abide by these terms and conditions as applicable from time to time.
23. The "backbone" – i.e. the cables, switches, wireless equipment, etc. installed by the company – shall not be removed or relocated without prior consent from the company.
24. The consumer is required to intimate the company in advance, in writing, in case they are installing a Wi-Fi router or access point on the service provided by the company. The consumer is required to ensure that his/her router SSID is in hidden mode and that access to it is controlled by a network key/encryption key. Such equipment shall carry such warranties as provided by the respective original equipment manufacturer. The consumer shall have no right or claim against the company for the failure of a cable modem/router or any other hardware required to provide the services, and shall be responsible for secured Wi-Fi access.
25. The company may accept a request for shifting of connection from the consumer only in cases where the technical feasibility is available at the desired new location, and the consumer agrees to pay the charges fixed by the company from time to time for such shifting. Renu Broadband Fiber customers who relocate must again place a feasibility request with the Renu Broadband team and get a quote for relocation and re-installation; it will always be charged as the regular installation price as per feasibility, regardless of what was paid for the previous installation, as it involves manual road-work for installation or re-installation.
26. The consumer expressly authorizes and permits the company to provide any information, message or password related to the service by way of SMS to his/her/its registered mobile number and/or e-mail address, at all times.
27. The user acknowledges that spamming of emails is prohibited. Spamming is the transmission of any form of mail that can be interpreted as junk mail, or mail generated via a distribution list which the recipient has not specifically requested. The company reserves the right to block the user's email ID, or even terminate the services, if this is violated by any user.
28. The speeds mentioned against various service plans are the maximum connectivity speeds as experienced within the Renu Broadband network, and the company shall block internet sites as identified and directed by the DoT authorities from time to time.
29. For enhanced security, the Renu Broadband user ID, the default email ID of the subscriber declared at the time of registration, and the MAC address (unique for each LAN card) will be tied to each other.
30. Renu Broadband support ends at the termination cable at the customer end only. Internet experience after a router or switch is not under Renu Broadband's support scope. Support is extended only up to a LAN-connected computer, provided the computer is in good health and free from any virus or malware.
31. Renu Broadband reserves the right to terminate any customer found sharing the internet connection illegally with others without Renu Broadband's permission, or abusing the network nodes in a way that disturbs other customers on the same node.
32. You may request to change your plan, which will only become active once your current subscription expires.
33. You may get a public static IP without the subnet and gateway on broadband.
34. Plan speeds advertised are speeds up to the ISP speed-test node only. Our support and help is limited to connectivity speeds only, not to download speeds from any third-party website or server not owned by Renu Broadband. Speed tests should only be done at www.speedtest.net with the Renu Broadband Networks host selected. Complaints or tickets using third-party speed-test websites or apps are not covered under the support or ticket scope. Any tests of speed, latency or jitter to servers outside Renu Broadband's scope and ownership will not be taken into the support scope. At times the speed-test service stays busy; in that case Renu Broadband staff may test speeds using HTTP or FTP file downloads from Renu Broadband servers. Local throughput is measured through a local Renu Broadband speed-test server; in actual usage, download speed may be subject to the performance and connectivity of the destination application or web server, which is not within Renu Broadband's control. Renu Broadband will also not be responsible for the quality of a customer's wireless connection speed – download speeds over Wi-Fi are subject to environmental factors within the home, including but not limited to brick walls, concrete flooring, steel-plate-reinforced flooring, thick structural walls, pillars with steel reinforcements, filled fish tanks, TVs, mirrors, microwaves and CPU casings, which are not within Renu Broadband's control. Renu Broadband shall not be liable for any loss or damage arising from such interference or failure; the customer shall be solely responsible for providing any additional equipment, such as mesh devices or repeaters, at their own cost, to extend wireless coverage beyond the above limitations.
35. Renu Broadband customer accounts not on a long-term subscription cannot be paused, cancelled or downgraded. A customer can ask to upgrade their package to a new offer and cancel their ongoing subscription; no refunds or adjustments are allowed against any cancelled subscription.
36. Renu Broadband won't be responsible for, or answerable to, your data usage. Renu Broadband can only monitor your session logs and show you your full data usage details, but cannot tell you how or where it was used, as we do not track or spy on your data.
37. Even though our plan speeds are only connectivity speeds, we can still advise what speeds you can expect from servers that are not congested and are reachable quickly from your location.
38. Support scope is not covered on holidays, Sundays or bandhs. You may request a priority-support add-on for holidays or Sundays if required. If there is an optical-fiber path issue or downtime, it will be fixed within 24–48 hours, excluding holidays and Sundays.
39. A Renu Broadband customer account with a live subscription cannot be paused or adjusted. It can only be cancelled, and the customer will lose any funds associated with the subscription and must pay for the next package they wish to subscribe to.
40. Customers should only submit a ticket for speed degradation after monitoring the speeds for 24 hours or more. Tickets without such testing will be closed without action, since broadband is a shared service and speeds depend on various factors. Internet used for commercial reasons or in commercial offices is strictly recommended to be subscribed under a Renu Broadband Business Plan or Internet Leased Circuit, for better contention, priority in traffic, and support.
41. Customers entitled to a security deposit refund will only be paid by cheque, in the account holder's name only. Security deposit refunds are processed only once the Renu Broadband team verifies the device as being in 100% working condition with all accessories intact.
42. Plan-change or relocation requests on tickets will only be accepted if sent by the account owner from their own Renu Broadband-registered email address.
43. There is no SLA or uptime guarantee on broadband connections, so no adjustments or refunds are made in case of connectivity issues or otherwise. Internet Leased Circuit holders come with a 99.5% uptime guarantee and SLA agreement, and are eligible for rental adjustments in their next billing cycle.
44. Ports 25, 5060 and 5061 are blocked across the whole network. Port 25 can be unblocked once a static IP is purchased from Renu Broadband and the IP declaration form is signed stating the reason. Ports 5060 and 5061 can be unblocked for leased-line customers once they submit their VOIP/OSP license copy to Renu Broadband. Public IP access is otherwise blocked; to use an IP for external services like DDNS, remote screen access or CCTV port forwarding, a static IP must be purchased from Renu Broadband.
45. Renu Broadband won't be responsible for any downtime caused by an apartment's or society's power downtime or any related issues. It is the responsibility of the apartment/society officials to assign a good, indoor, safe place for the Renu Broadband node device with 24x7 power backup.
46. Renu Broadband Fiber customers cannot contact, claim against, or question Renu Broadband support about downtime related to society-end issues; Renu Broadband is not responsible for such situations.
47. Rental once paid is non-refundable under any circumstances arising due to society issues or otherwise. Whether the customer or the society disconnects the service, Renu Broadband won't be responsible, and the customer is not eligible for any kind of refund under such circumstances.
48. Latency and jitter complaints are not accepted from broadband customers, as broadband is a shared service and can be affected by various factors or traffic at nodes. Renu Broadband's support for broadband customers is limited to connectivity speeds only, not download speeds, which vary from server to server and are outside Renu Broadband's ownership or control. If latency is critical to your work, you may contact Renu Broadband about a leased-line connection, for which an approximate latency range can be provided under an SLA agreement. Latency questions or complaints are only accepted from leased-line customers who have been given a standard SLA agreement with approximate latency range values; when these are crossed for a sustained period, customers are eligible for bill adjustments depending on the duration of high latency on the specific IP, as stated in their agreement.
49. Renu Broadband will not be responsible for the performance, longevity, signal strength or capability of devices or equipment provided to customers, as Renu Broadband does not manufacture the devices. For any questions or warranty claims regarding a device or equipment, customers will need to contact the manufacturer.
50. The ISP reserves the right to modify any of its Terms of Service or policy at any time, effective upon posting. Modifications will be made when the ISP feels it is appropriate, and it is the user's responsibility to stay aware of any such changes.

iv. Quality of Service Parameters & Promises

The company is poised to provide its best services within the parameters set out in The Quality of Service of Broadband Service Regulations, 2006 (11 of 2006) of TRAI, and promises to achieve the parameters envisaged in the said regulations. Broadband speeds are guaranteed at 80% of the advertised “upto” speeds, 24x7, as per TRAI guidelines. The ISP ensures that a customer's speed never drops below 80% of their plan speed, tested over a single LAN-connected computer only; testing over Wi-Fi is not considered or taken as a complaint. Renu Broadband's support ends at the cable terminating at the customer end.

v. Customer Premises Equipment

Wireless Customers

Wireless customers who have paid the security deposit are responsible for the CPE device's health for as long as they remain a Renu Broadband customer. On disconnection, they are eligible for the security refund only once the team verifies the device and all its accessories are in perfectly working condition. Renu Broadband covers the software-only warranty on any CPE device and will replace it free of charge during the first year; hardware warranty is not covered. Customers can extend their CPE warranty before the 365th day of subscription by paying an extra 2000 INR. After completion of one year, Renu Broadband won't replace the device free of charge for any issue; the customer may instead buy a refurbished CPE device for 2500 INR, or a brand-new one for 4130 INR, which again carries a 1-year software warranty.

Fiber Customers (apartments and independent buildings)

There is no security deposit for Renu Broadband Fiber. The customer is responsible for their own ONU, router or switch bought from Renu Broadband; Renu Broadband does not handle warranty claims on such devices but can share manufacturer details for a replacement claim on software issues (hardware warranty is not covered). Only wireless routers bought from Renu Broadband are eligible for a free replacement for software-related issues during the first year (hardware faults such as lightning, short-circuit, electronic faults, adapter faults, sparks or natural calamity are not covered). Speed or coverage over a Wi-Fi router provided by Renu Broadband is not under Renu Broadband's support scope, as Renu Broadband is not the manufacturer – please contact the manufacturer directly.

Independent Building Fiber Customers

The customer is charged for the last-mile fiber connectivity and the customer-premises ONU/ONT device, which comes with 1 year of free replacement warranty on software issues only (hardware faults are not covered). The last-mile fiber connecting the customer from the nearest pole to the building premises, if damaged, stolen or corrupted, must be replaced by new fiber at the customer's cost, charged at 10 INR per meter (cable + laying + re-activation). If the fiber is safe and simply cut, there is no charge and free maintenance is done by the Renu Broadband fiber team.

vi. Rights of Consumers

1. Right to select a service provider of their choice.
2. Right to get information regarding tariffs before provision of service and every time the tariff is changed.
3. Right to receive services in accordance with the quality-of-service parameters prescribed by TRAI from time to time.
4. Right to a rebate of rental in case of continuous disruption of service for more than 3 days, only when the customer has informed the ISP at least 72 hours before about the connectivity issue.
5. Right to lodge a complaint with the complaint centre established by the Company, to have access to a web-based complaint monitoring system, and to approach the Appellate Authority in case of non-redressal of a complaint by the complaint centre, in accordance with the Telecom Consumers Complaint Redressal Regulations, 2012.
6. Right to a refund of the security deposit, if any, within the prescribed time of a request for termination of service, subject to adjustment of any pending dues.
7. Right of consumers to terminate or disconnect the service, subject to the obligation to make payment in respect of services already availed.
8. Right to receive a unique ticket number for every complaint registered.

vii. Duties & Obligations

1. To offer services in accordance with the license conditions prescribed in the ISP License issued by DoT and applicable regulations prescribed by TRAI from time to time.
2. A tariff plan, once offered, shall be available to a subscriber for a minimum period of 30 days from the date of enrolment to that tariff plan.
3. To provide services in adherence to the quality-of-service parameters prescribed by TRAI from time to time.
4. To establish a complaint centre, provide consumers access to a web-based complaint monitoring system, and constitute an Appellate Authority to deal with non-redressal of complaints by the complaint centre, in accordance with the Telecom Consumers Complaint Redressal Regulations, 2012.
5. A unique ticket number shall be allotted to every complaint made by a consumer.
6. The Appellate Authority will resolve an appeal within 39 days of receipt of the appeal.
7. To ensure that tariff plans are communicated to consumers in a transparent manner.

viii. General Information & Customer Care Number

Customer Care Number: 9695333344 · WhatsApp: 9695333344 · Support Email: support@renubroadband.com

The Company provides general information through its consumer care number. For anything beyond generic support, please email support@renubroadband.com.

Note: customers under a Renu Broadband franchise/operator should contact their franchise owner/company for support, service-level and terms-of-service matters. Franchise customers cannot avail direct support, consulting or services from Renu Broadband HQ.

ix. Complaint Redressal Mechanism

Call the Customer Care number or email support@renubroadband.com. The Complaint Centre shall:

1. At the time of registering the complaint, communicate to the consumer, by call, the ticket number and the date and time of registration of the complaint, and update the system accordingly.
2. On completion of action on a complaint, communicate the resolution to the consumer by SMS and update the system with the details of the action taken. If the complaint is not resolved to the consumer's satisfaction, the consumer can appeal to the Appellate Authority within thirty days of closure of the complaint.

Turnaround time for onsite support:

• Residential Broadband Customers – within 24–48 hours or before.
• Business Broadband Customers – within 12–24 hours or before.
• Leased Line Customers – within 1–4 hours or before.

xi. Procedure for Termination / Disconnection of Service

The Company may terminate the Service on the occurrence of any of the following events:

1. Forthwith, by notice, if the subscriber has committed a material breach of the terms of the CAF.
2. If the consumer becomes an insolvent person.
3. The company may stop the services with an advance notice of 30 days.
4. If it is not technically feasible to continue providing the service.
5. When the consumer fails to renew their account within 60 days from the date of expiry of validity.
6. Notwithstanding any other provision, the Company may terminate a service immediately where the consumer is using the services for illegal purposes.

Service cessation: the Company may terminate the Service upon sixty (60) days' written notice to the subscriber if it ceases to provide that service on a commercial basis at the subscriber's premises.