Terms & Conditions

We are an internet service provider company.

TERMS AND CONDITIONS

CUSTOMER’S OBLIGATIONS

The Customer (as named in the front of this Agreement and hereinafter referred to as “Customer”) understands and agrees to the following:

The Internet bandwidth is governed by the ISP license and other applicable licenses and laws of the Government of India (Department of Telecommunications). The Customer shall ensure compliance with such license conditions and laws while using the Internet Service (hereinafter “Service”) provided by Candor Info Solution Pvt. Ltd. (hereinafter “CANDOR”).
Any infringement shall result in immediate termination of the service without notice. This is in addition to any legal action that may be initiated by the government or under applicable laws.
Under no circumstances shall CANDOR, its affiliates, or contractors be liable for any direct, indirect, incidental, special, punitive, or consequential damages arising in any way from the customer’s use of, or inability to use, the service. This includes, but is not limited to, reliance on or use of information, services, or merchandise provided on or through the Service, or damages resulting from mistakes, omissions, interruptions, errors, defects, delays in operations, transmission failures, or any failure of performance.
The service is prepaid. The customer shall pay CANDOR the prescribed rate for the selected Internet bandwidth package. Rates may be revised from time to time, and customers will be informed in writing through any means of communication.
Payments must be made in advance, without waiting for an invoice. The start date of the service shall be deemed to be the date of this agreement or the date of activation, whichever is earlier.
Payments must be made in favor of “Candor Info Solution Pvt. Ltd.” If paying in cash, the customer must insist on a valid receipt and retain it for records.

SERVICE STANDARDS

The following service standards and timelines have been agreed upon between CANDOR and the customer:

Network uptime (within Candor’s control) shall be:
- 99% for wireless customers
- 95% for wired customers
  (excluding scheduled maintenance).
All issues raised by the customer will receive a response within 24 hours (via phone or email) and will be resolved within 72 hours.

EXIT CLAUSE

This Agreement shall remain valid unless terminated by either CANDOR or the Customer, subject to the following:

Either party may terminate this Agreement by giving one (1) month’s prior notice.
If the customer terminates without giving one month’s notice, they remain liable to pay the service fee for one month.

DISCONNECTION TERMS

CANDOR retains the right to terminate this Agreement immediately in case of default under Clause 3 of the Customer’s Obligations.
Termination may also occur under Clause 1 of Customer’s Obligations.
Any loss of business suffered by the Customer due to disconnection under these terms shall be the sole responsibility of the Customer.
No notice shall be required for disconnection under these terms.

APPLICABLE LAWS

This Agreement shall be governed by the laws of India.
Parties shall submit to the exclusive jurisdiction of the courts in New Delhi.
The customer shall abide by all applicable laws, rules, and regulations and indemnify CANDOR against any loss, damage, or claims arising due to their negligence or misuse of the service.

Restrictions include:

Voice communication via PSTN/ISDN/PLMN (as defined in the National Numbering Plan) is not permitted.
Connecting the service to any public switched network in India is prohibited.
Use of dial-up lines with outward dialing facility from nodes is prohibited.

OBSCENE MATERIAL & CYBER LAWS

The customer shall ensure that objectionable, obscene, unauthorized, or infringing content is not transmitted over the network.
The customer must comply with Indian cyber laws, including the Information Technology (IT) Act, 2000, as amended from time to time.
Use of the Service for anti-national activities shall be punishable under the Indian Penal Code or other applicable laws.
Acts such as hacking, attempted hacking, or break-ins of Indian networks shall be deemed anti-national and prosecuted accordingly.
CANDOR reserves the right to share customer details with authorized government officers when required for crime investigation or national security purposes.

FORCE MAJEURE

CANDOR shall not be liable for any failure to perform its obligations if prevented due to a force majeure event, including but not limited to:

Acts of God, natural disasters, earthquakes, and epidemics.
Strikes or blockades.
War, riots, sabotage, and terrorism.
Actions or restrictions imposed by Indian public authorities (e.g., changes in laws or security regulations).
Service disruption caused by CANDOR’s vendors.

The affected party must notify the other party promptly if a force majeure event occurs.

PAYMENT, REFUND & CANCELLATION POLICY

Customers may cancel their subscription within 24 hours of activation by sending an email to support@candorsolution.com.
Refunds will be processed within 7–10 working days, subject to receipt of funds from the service provider.
Payments made via credit/debit cards will be refunded to the same card.
Payments made by other methods will be refunded by cheque within 30 days.
All refunds are subject to the processing timelines of the respective payment service providers.

Company Address:
Candor Info Solution Pvt. Ltd.
C-75, DDA Shed, Okhla Industrial Area,
New Delhi – 110020, India