Terms of Service

These Terms of Service govern your access to and use of websites, customer tools, communications, equipment, and internet services provided by Virginia Internet LLC (“Virginia Internet,” “we,” “us,” or “our”). By using our website or ordering, accessing, or using our services, you agree to these terms and any service order, acceptable use policy, pricing disclosure, or other agreement provided to you.

If a signed service order or other written agreement conflicts with these terms, the signed agreement controls for that conflict.

1. Eligibility and authority

You must be legally capable of entering a binding agreement. If you use the services for a business, organization, household, property owner, or other person, you represent that you have authority to act for that party. You are responsible for all activity through your account and connection.

2. Service availability and orders

Availability checks, maps, estimated speeds, construction routes, and installation dates are preliminary until we complete an address review and accept an order. Service may depend on network capacity, rights-of-way, permits, utility access, terrain, weather, property access, construction costs, and other technical or legal conditions.

We may decline, delay, modify, or cancel an order if service cannot reasonably be installed or maintained. Unless a written service order states otherwise, advertised speeds are maximum service tiers and are not guaranteed at every moment or over Wi-Fi.

3. Accounts and customer information

You must provide accurate contact, service-location, billing, and account information and keep it current. Protect your credentials and notify us promptly through the customer portal if you believe your account or equipment has been accessed without authorization. We may rely on instructions received through authenticated account channels.

4. Charges, billing, and taxes

• You agree to pay recurring service charges, installation or construction charges, equipment fees, usage-based charges if expressly applicable, taxes, governmental assessments, and other amounts disclosed before purchase.
• Recurring service charges are generally billed in advance. One-time or variable charges may be billed after they are incurred.
• Past-due balances may result in late fees, collection costs, service restriction, or suspension where permitted by law and disclosed in your service agreement.
• Billing disputes must be submitted promptly with enough information for us to investigate. Nothing in these terms limits dispute rights that cannot legally be waived.

5. Installation and property access

You authorize Virginia Internet and its contractors to access the service location at agreed times to survey, construct, install, inspect, maintain, replace, and remove facilities and equipment. You are responsible for obtaining permission from the property owner and identifying private utilities, irrigation, fences, septic systems, and other conditions not covered by public utility marking services.

We will use reasonable care, but ordinary installation may require drilling, mounting, trenching, attaching lines, trimming access paths, or placing equipment. You must provide safe access, suitable power, grounding where required, and a reasonably secure location for equipment.

6. Equipment

Equipment identified as Virginia Internet property remains ours and must be returned in reasonable condition, ordinary wear excepted, when service ends. You may be responsible for unreturned, lost, altered, or damaged equipment. Customer-owned routers and devices may be used where technically compatible, but we are not responsible for their performance, security, configuration, or support.

7. Acceptable use

You may not use the services to violate law, infringe rights, threaten or harm others, distribute malware, attempt unauthorized access, interfere with networks, evade security controls, send unlawful spam, operate abusive automated systems, or resell service without written authorization. You may not alter network identifiers or equipment in a manner that disrupts or misrepresents service.

We may investigate suspected abuse and cooperate with lawful legal process. We may take proportionate steps to protect customers, our network, and the public, including filtering malicious traffic, limiting a harmful connection, preserving relevant records, or suspending service.

8. Network management and service changes

Internet service may be affected by maintenance, outages, congestion, power failures, upstream providers, customer equipment, Wi-Fi conditions, emergencies, and events outside our reasonable control. We may use reasonable network-management and security practices to operate a reliable network. We may change network technology, features, channel assignments, equipment, or service terms with notice required by applicable law.

9. Emergency services and critical uses

Internet service depends on electrical power and network availability. It should not be your only means of contacting emergency services or supporting medical, life-safety, alarm, agricultural, industrial, or other critical systems. Maintain appropriate backup power and alternative communications for critical uses.

10. Privacy

Our Privacy Policy explains how we collect, use, retain, and disclose personal information. Additional notices may apply to telecommunications records, payment services, or particular products.

11. Website and intellectual property

The website, portal, software, designs, text, graphics, logos, and related materials are owned by Virginia Internet or its licensors and are protected by applicable law. We grant you a limited, revocable, nonexclusive right to use them for legitimate personal or internal business purposes related to our services. You may not copy, scrape, reverse engineer, sell, or exploit them except as allowed by law or written permission.

12. Third-party services

Third-party websites, applications, devices, content, and services are governed by their own terms and privacy practices. Virginia Internet does not control and is not responsible for third-party products merely because they are accessed through our connection or linked from our website.

13. Suspension and termination

You may cancel service according to your service order and applicable law. We may suspend or terminate service for nonpayment, material breach, unlawful or harmful use, safety risks, fraud, network threats, loss of required access or authorization, or discontinuation of a service. We will provide notice and an opportunity to cure when reasonably practical and legally required.

14. Disclaimers

To the fullest extent permitted by law, websites and services are provided “as is” and “as available.” Virginia Internet disclaims implied warranties of merchantability, fitness for a particular purpose, noninfringement, and uninterrupted or error-free operation. We do not warrant that every internet destination, third-party service, or customer device will perform as expected. Rights that cannot lawfully be disclaimed remain unaffected.

15. Limitation of liability

To the fullest extent permitted by law, Virginia Internet and its affiliates, employees, contractors, and suppliers will not be liable for indirect, incidental, special, exemplary, punitive, or consequential damages, lost profits, lost data, loss of use, or business interruption arising from the services. Our aggregate liability for a claim will not exceed the amount you paid us for the affected service during the six months before the event giving rise to the claim.

These limits do not apply where prohibited or to liability that cannot legally be limited, including liability arising from willful misconduct or other categories protected by applicable law.

16. Indemnification

To the extent permitted by law, you agree to defend and indemnify Virginia Internet from third-party claims and reasonable costs arising from your unlawful use, your content, your material breach of these terms, or your infringement of another person’s rights. This obligation does not apply to the extent a claim results from Virginia Internet’s own conduct.

17. Governing law and disputes

These terms are governed by the laws of the Commonwealth of Virginia, without regard to conflict-of-law rules, except where federal law or another mandatory law applies. Any court proceeding must be brought in a court with jurisdiction over Richmond, Virginia, unless applicable consumer law requires another forum. Before filing a claim, the parties should attempt in good faith to resolve the issue through the customer portal.

18. General provisions

If a provision is unenforceable, it will be limited to the minimum extent necessary and the remaining provisions will continue. A failure to enforce a provision is not a waiver. You may not assign your agreement without our consent; we may assign it as part of a reorganization, financing, sale, or transfer of the network or business. Headings are for convenience only.

19. Changes to these terms

We may update these terms to reflect changes in services, technology, law, or business practices. We will post the revised terms and update the date above. When required, we will provide additional notice or request consent. Continued use after an update takes effect constitutes acceptance to the extent permitted by law.

20. Contact

Questions about these terms may be submitted through the customer portal or by mail to Virginia Internet LLC, 8401 Mayland Dr #11423, Richmond, VA 23294.