Terms of Service
1. Parties and Agreement
These Terms of Service ("Terms") govern the provision of internet access, VoIP, IPTV and related services by Vezelnova B.V. ("Provider", "we") to the client ("Customer", "you"). By signing an order form or activating a service, you accept these Terms in full.
2. Services
The Provider offers:
- Internet Access — dedicated and business broadband connectivity with agreed bandwidth commitments;
- VoIP / SIP Trunking — voice-over-IP termination, origination, and number (DID) services;
- IP Television (IPTV) — managed delivery of live TV channels and optional VOD over IP.
Service-specific parameters (speed, channel capacity, SLA tier) are defined in the applicable Order Form or Service Level Agreement.
3. Service Level & Uptime
We target 99.9% monthly availability for all core services, measured excluding scheduled maintenance windows (notified ≥48 hours in advance). Downtime credits are available per the SLA addendum, limited to one month's service fee.
4. Customer Obligations
- Use services lawfully and in accordance with the Acceptable Use Policy (AUP);
- Not resell or share services without prior written consent;
- Maintain accurate contact and billing information;
- Notify the Provider of security incidents or suspected abuse promptly;
- Comply with all applicable laws including the Dutch Telecommunications Act and GDPR.
5. Payment Terms
Services are invoiced monthly in advance unless agreed otherwise. Payment is due within 14 days of invoice date. Late payments accrue interest at the statutory Dutch commercial rate. We reserve the right to suspend service after 7 days' written notice of non-payment.
6. Fair Use & Traffic Management
Dedicated services carry no traffic management. For any services with shared elements, Vezelnova may apply reasonable traffic management measures during congestion events, prioritising VoIP and interactive traffic. Customers will be notified of any persistent congestion.
7. IP Addresses
IPv4 and IPv6 addresses assigned to the Customer remain the property of Vezelnova or RIPE NCC. They are non-transferable and must be returned upon contract termination. Allocation is made in accordance with RIPE NCC policies.
8. Emergency Services (VoIP)
VoIP services include routing of emergency calls (112 / 911 equivalent). It is the Customer's responsibility to register a correct physical address for CLI-based emergency dispatch. VoIP emergency services may be unavailable during power or internet outages.
9. Limitation of Liability
The Provider's total liability for any claim arising under these Terms shall not exceed the total fees paid by the Customer in the three months preceding the incident. We are not liable for indirect, consequential, or incidental damages including lost revenue or data loss.
10. Intellectual Property
All infrastructure, software and documentation provided by Vezelnova remain its exclusive property. The Customer is granted a non-exclusive, non-transferable right to use such materials solely for the purpose of receiving the contracted services.
11. Data Processing
Where we process personal data on your behalf, a Data Processing Agreement (DPA) will be entered into. Our data practices are described in the Privacy Policy.
12. Term & Termination
Contracts run for the committed period specified in the Order Form (minimum 1 month). Either party may terminate for material breach with 14 days' written notice. Vezelnova may terminate immediately for AUP violations, legal obligation, or non-payment beyond 30 days.
13. Governing Law
These Terms are governed by Dutch law. Disputes shall be submitted to the exclusive jurisdiction of the courts in Amsterdam, the Netherlands, without prejudice to the right to seek interim injunctive relief in any competent court.
14. Amendments
We may update these Terms with 30 days' notice. Continued use of the services after that period constitutes acceptance. Current versions are always available at vezelnova.nl/terms.html.
15. Contact
Legal enquiries: legal@vezelnova.nl
Vezelnova B.V., Keizersgracht 520, 1017 EK Amsterdam, The Netherlands