Terms & Conditions of Service

01 Who we are

Bowbaw Konect is a community internet service provider trading in Sunyani, Bono Region, Ghana, supplying wireless and fixed internet services to households, students, businesses and institutions. The service is operated by Bowbaw Konect , registered in the Republic of Ghana .

Bowbaw Konect is sponsored by BowCash Link, the mobile money banking agency that funds and supports the network. BowCash Link is a separate business, trading as a mobile money agent for MTN Mobile Money, Telecel Cash and AirtelTigo Money. BowCash Link sponsors the towers, the fibre backbone, router subsidies, installation and support staffing of this service, and BowCash Link agent points act as payment, top-up and fault-reporting points for Bowbaw Konect customers. A BowCash Link mobile money transaction is a separate service governed by the BowCash Link service information and the relevant mobile money operator's terms — it is not governed by these Terms & Conditions. Where you pay a Bowbaw Konect subscription with a mobile money wallet, the service you are buying is the internet connection, and these terms apply to it.

The project was founded by Bow Kofi Raphael and Bawa Abdul-Razack, who are the co-founders and operators of the service. References to “we”, “us” and “our” mean Bowbaw Konect and its authorised staff. References to “you” mean the account holder or anyone using the connection on that account.

We provide electronic communications services in accordance with the Electronic Communications Act, 2006 (Act 772) and the Communications Authority Act, 1992 (Act 792) of the Republic of Ghana, and we are subject to the Ghana Communications Authority and the National Communications Authority's numbering and licensing framework.

02 What these terms cover

These Terms & Conditions apply to every Bowbaw Konect service you use — fixed broadband, shared point-of-access WiFi, daily and weekly data bundles, router rental, business links and any service we add in future. They apply from the moment your account is activated.

Where a plan, quote or written contract for your address says something different from these terms, that document takes priority for that connection only. The full Terms & Conditions, including the Fair Use Policy and the Acceptable Use Policy, form one agreement.

By requesting a connection, paying any amount, or using the service after installation, you confirm that you have read, understood and accepted these terms. If you do not accept them, do not use the service — we will remove the connection and refund any unused subscription.

03 Definitions

• “We / us / our” — Bowbaw Konect and its authorised employees, contractors and agents.
• “You / your” — the person or organisation holding the account and paying for the service.
• “Service” — the internet access, equipment, support and any related service we supply to you.
• “Account” — the record we hold of you, your address, your plan and your payments, identified by your account or phone number.
• “Plan” — the pricing tier, speed, data allowance and duration you subscribe to.
• “Fair-use cap” (FCU) — the data threshold at which an unlimited plan is managed to protect the network, as stated on the plan.
• “Coverage area” — a location our network can reach, as listed on our website and confirmed during a signal check.
• “Customer Equipment” — routers, laptops, phones and any device you connect to our network.
• “Downtime” — a period when your connection cannot pass traffic for technical or network reasons.

04 The services we provide

We supply a managed internet connection over our own wireless and fibre infrastructure, delivered to a router or point-of-access unit at your premises. Services may include:

• Fixed home and business broadband on a monthly subscription.
• Daily and weekly prepaid data bundles for students and short stays.
• Shared point-of-access installations for hostels, houses, shops and associations.
• Router supply, rental, replacement and technical maintenance.
• Optional value-added services such as static IP addresses, additional device slots, or network installation for events.

We may change, suspend or retire any part of the service. Where a change materially reduces a service you pay for, we will give you at least 14 days' notice and the option to cancel with a pro-rata refund under clause 13.

05 Eligibility and accounts

You must be at least 18 years old to open a recurring account, or have the written consent of a parent or guardian who is the account holder. Business accounts must be opened in the name of the business or the person authorised to bind it.

To open an account you give us your name, a working phone or WhatsApp number, your service address and the plan you want. You must give accurate information and tell us promptly if any of it changes — especially your phone number, because it is how we reach you.

You are responsible for everything done through your account, including payment of your subscription and keeping your login details private. A plan is for the address and household named on the account. Reselling, sharing or extending your connection beyond the limits of your plan without a written agreement is not permitted.

06 Plans, speeds and charges

Our plans, prices, speeds, data allowances and equipment charges are published on our website and confirmed before installation. The plan you subscribe to is the plan on your account.

• Advertised speed is the maximum line rate to your connection. It is shared among the devices connected at any one time, so the speed on a single device will be lower when others are active.
• Data allowances are measured in gigabytes (GB) or terabytes (TB) and reset at the start of each billing cycle, unless the plan states that data rolls over.
• Equipment charges — router supply, rental and installation — are stated per plan and are not added at month end.
• Renewal — monthly plans renew on the date of activation. Daily and weekly bundles do not renew unless you turn auto-renewal on.
• Price changes take effect from your next billing cycle after at least 14 days' written notice, and you may cancel before the change takes effect.

07 Payment, billing and receipts

We accept mobile money (MTN MoMo, Telecel Cash, AirtelTigo Money) and bank transfer. Mobile money payments are received through BowCash Link, our sponsor and a registered mobile money banking agent, either at an agent point or by mobile transfer. Payment is due as set out on your plan. Prices are quoted in Ghana cedis and include every charge we make unless the plan explicitly states otherwise.

• We issue a receipt by WhatsApp or SMS for every payment received.
• Invoices are available on request, and business accounts are invoiced monthly in arrears unless agreed otherwise.
• Where a payment fails, is reversed, or is made from an unregistered number, the service may be suspended until the balance is settled.
• We may recover reasonable third-party costs, including mobile money charges, where a payment is returned to us.
• Overdue amounts more than 14 days old may attract a late fee of GH¢ 5 per account per month, applied in line with the Consumer Protection Act, 2009 (Act 849).

All disputes about a charge must be raised within 30 days of the invoice date under clause 14.

08 Fair Use Policy

Our network is shared by the neighbourhood. The Fair Use Policy exists so that one household cannot reduce the quality of service for everyone else. It is deliberately simple.

What the policy is

• Each plan has a data allowance, and unlimited plans have a fair-use cap (FCU) stated in gigabytes or terabytes per month.
• Normal use up to the allowance or cap is not limited or shaped.
• Beyond the cap, we may manage the connection — usually by reducing speed — until the next cycle. The connection is not switched off.
• During evening and weekend peak hours we prioritise residential and student traffic over very heavy continuous uploads and downloads.
• Running a public WiFi hotspot, reselling access, or offering your connection as part of another service requires a written business agreement and its own fair-use cap.

What is not counted as abuse

Online classes, video calls, streaming in one or two rooms, gaming, software and firmware updates, and cloud backups of ordinary personal data are all normal use. We will not suspend a customer for ordinary, heavy-but-personal internet use.

How we apply it

• We send a warning message when you reach 80% of your allowance or cap.
• Management under this clause is not a breach of the service and does not entitle you to a refund.
• If you consistently need more than the cap allows, we will offer a higher-speed or business plan rather than leaving you throttled.

09 Acceptable Use Policy

You may not use the Service for anything unlawful or for activity that harms another person, degrades the network, or exposes us to liability. In particular you must not:

• Send unsolicited bulk messages, spam or phishing material, or run any form of mail or SMS spam.
• Host, distribute or download content that infringes copyright or other intellectual property rights.
• Hack, probe, scan or attempt to gain unauthorised access to any system, network or account, including our own network.
• Distribute malware, worms, viruses or engage in denial-of-service activity.
• Use the Service for any activity that is illegal in Ghana, including fraud, identity theft and trafficking in persons or narcotics.
• Infringe the privacy, or impersonate another person, or publish content that is defamatory or hateful.
• Store or distribute content involving child sexual abuse material, which we report to the relevant authorities and remove immediately.
• Resell, share, sublet or extend the Service beyond the address, household and device limits on your plan without a written agreement.
• Use the Service to attack third-party systems, to send malware, or to operate any business requiring a commercial licence you do not hold.

We investigate a suspected breach fairly and proportionately. We aim to tell you what we believe happened and give you a chance to respond before we act, except where the law or an immediate risk requires immediate action.

10 Equipment, installation and access

Supply

Routers, cables and point-of-access units supplied by us remain our property until you have paid for them in full, or remain subject to the rental terms on your plan until the end of your subscription.

Installation

• Installation is booked after a free signal check confirms we can reach your address.
• You must give us safe, reasonable access to the roof, wall or pole where equipment will be mounted, and to power at the point of installation.
• Work above roof height, on masts or inside risky structures is carried out only where it is safe and lawful; you must not direct our technicians into unsafe work.
• You must obtain any permission required from a landlord, owner, estate or the University before we install.

Custody and damage

You are responsible for our equipment while it is in your custody. If equipment is lost, stolen or damaged through your negligence, you are liable for repair or replacement at the then-current cost. Report theft or damage to us and the police immediately, and we will cooperate with any claim against the manufacturer.

Return

When your subscription ends, you must return our equipment within 14 days in working condition. Equipment not returned within that period may be charged to your account at the stated replacement cost, less any refund you are owed.

11 Service levels and support

We aim high, and we publish what we aim for so you can hold us to it.

• Availability — we target 99% monthly availability of the access network, excluding scheduled maintenance announced at least 48 hours in advance.
• Speed — plan speeds are line rates, not guarantees on a single device. Speeds may be lower where the access medium, your own equipment, or the number of connected devices is the limiting factor.
• Support hours — WhatsApp, phone and walk-in support are available as published on our website, seven days a week.
• Response targets — first response to a fault report during support hours: within 30 minutes by WhatsApp. These are service targets, not guaranteed remedies, and failure to meet one gives you the right to complain under clause 14 rather than an automatic payment.
• Fault reporting — faults should be reported as soon as they are noticed. We will diagnose remotely before dispatching a technician, unless a visit is clearly required.

If a single outage lasts more than 48 hours, we extend your subscription by the number of whole days affected. Persistent faults at the same address are escalated to a physical visit.

12 Privacy and your data

We treat your information under the Data Protection Act, 2012 (Act 843) of the Republic of Ghana and the Data Protection (Registration of Data Controllers) Regulations, 2012 (L.I. 2055).

What we collect

• Account details — name, phone number, service address, ID or proof of address where required, and payment records.
• Network usage records — timestamps, data volume, duration, IP address and cell or tower, associated with your account.
• Support records — messages, call notes, fault history and photographs you send us.
• Technical data — router serial numbers, firmware and device identifiers needed to operate and secure the Service.

Why we collect it

To bill you accurately, to apply the Fair Use Policy, to diagnose and fix faults, to keep the network secure, and to meet our legal obligations. We do not use your data to build advertising profiles and we do not sell it to third parties.

What we do not do

• We do not read, store or share the content of the websites you visit or the messages you send. We can see that data moved, not what it was.
• We do not sell, rent or trade your personal information.
• We do not require you to accept unrelated advertising in order to receive the Service.

Who we share it with

Only where necessary: mobile money and payment partners to take payment; our technicians and contractors to install and maintain your connection; and regulators, courts or law enforcement where we are legally required to disclose.

How long we keep it

Account and billing records are kept for the period required by tax and company law in Ghana. Network usage records are kept for up to 12 months unless a longer period is required for a dispute, an investigation or a legal order.

Your rights

You may ask us what personal data we hold about you, request a correction, ask us to delete data we no longer need, and object to a particular use. Write to our email address or the Konect Hub and we will respond within 30 days. We will not delete records we are legally required to keep, and we will explain why.

13 Suspension, cancellation and termination

By you

• You may cancel any plan at any time with one message, effective at the end of the current billing period.
• You may pause a monthly plan for up to two months in any twelve-month period and keep your account and equipment.
• On cancellation we refund unused subscription time within 14 days, less any equipment you owe us.
• If you move outside a Coverage Area, we end the service and refund the unused part of your subscription.

By us, for non-payment

• We send a reminder at 7 days overdue and a final notice at 14 days.
• After 21 days overdue we may suspend the connection. A suspended account is reconnected within 24 hours of clearing the balance.
• After 60 days overdue the subscription and any rental arrangement end and equipment must be returned under clause 10.

By us, for cause

We may suspend or terminate immediately where necessary to comply with law, a court or regulator order, or where the Service is being used for unlawful activity, an Acceptable Use breach that endangers the network or other customers, or repeated payment fraud. Except in an emergency we will tell you why and give you a chance to fix it.

14 Refunds, credits and complaints

Refunds

• Unused subscription time is refunded within 14 days of cancellation, to the original payment method where possible.
• Service credits for qualifying outages are applied automatically to your next invoice; we do not require you to claim them.
• Paid daily and weekly bundles that have not been activated are refundable. Activated bundles are not, because the data has been issued to you.

Complaints

If something has gone wrong, tell us and we will log it as a formal complaint and aim to resolve it within 14 days.

1. Raise it first with our support desk on WhatsApp, phone or in person at the Konect Hub. You will receive a reference number.
2. If you are not satisfied, escalate to a manager at the Hub, quoting your reference number.
3. If still unresolved, you may refer the matter to mediation or the consumer protection body under the Consumer Protection Act, 2009 (Act 849), or to the Ghana Communications Authority where the dispute concerns our compliance as a communications provider.

15 Intellectual property

The Bowbaw Konect name, logo, website, network diagrams, firmware, documentation and the contents of this page are our property or used under licence, and are protected by Ghanaian and international intellectual property law. You may not copy, resell or republish them commercially without written permission.

Content you upload, publish or distribute over the Service remains yours. You grant us only the narrow licence needed to transmit it to you and other users of the Service. You confirm you have the right to use anything you upload, and you accept responsibility for it.

16 Limitation of liability

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under Ghanaian law.

Subject to that, and to the fullest extent permitted by law:

• The Service is provided on an “as is” and “as available” basis. We do not warrant uninterrupted or error-free service.
• We are not responsible for the content of any site or service you access, for third-party services you subscribe to, or for devices you connect to our network.
• We are not liable for indirect or consequential loss, including loss of profit, data, goodwill or opportunity, except where that loss results from our gross negligence or wilful misconduct.
• Our total liability to you in any 12-month period is limited to the total subscription amount you actually paid us in the 3 months before the event giving rise to the claim.
• We are not liable for losses caused by events outside our reasonable control, including those in clause 17.

17 Force majeure

Neither party is liable for failure to perform caused by an event beyond its reasonable control, including natural disaster, flood, fire, storm, epidemic, power outage, vandalism, theft, civil unrest, war or terrorism, government action, or the failure of a third-party utility or upstream provider.

Where a force majeure event affects the Service for more than 30 days, you may terminate the affected plan and receive a pro-rata refund of unused subscription time. During an event that is reasonably expected to be resolved within 72 hours, no refunds are due, but our commitment in clause 11 to extend your subscription for long outages still applies.

18 Changes to these terms

We may update these terms to reflect changes in our network, prices, law or the market. We will publish the new version on this page with a new “last updated” date and, for material changes, notify existing customers by WhatsApp, SMS or email at least 14 days before they take effect.

If you do not accept a material change, you may cancel before it takes effect and receive a pro-rata refund of unused subscription time. Simply continuing to use the Service after the effective date means you accept the updated terms.

19 Governing law and disputes

These terms are governed by and construed in accordance with the laws of the Republic of Ghana, including the Electronic Communications Act, 2006 (Act 772), the Communications Authority Act, 1992 (Act 792), the Data Protection Act, 2012 (Act 843) and the Consumer Protection Act, 2009 (Act 849), each as amended from time to time.

The courts of Ghana have jurisdiction over any dispute arising from these terms. Before issuing proceedings, both parties agree to attempt resolution in good faith through our complaints process under clause 14, and we will participate in that process. Nothing here prevents you from referring a matter to the Ghana Communications Authority, a consumer protection body, or the courts at any time.

20 How to reach us

Questions about these terms, a complaint, or a dispute — write to us, call us, or come to the Hub.

• Bowbaw Konect — Konect Hub, Sunyani Magazine, Sunyani, Bono Region, Ghana
• WhatsApp & mobile: +233 24 489 1535
• Support line: +233 54 380 222
• Email: info@bowbawkonect.com
• Support hours: every day, 7:00am – 10:00pm (GMT)
• Sponsor & parent business: BowCash Link — mobile money banking agent, MTN, Telecel & AirtelTigo
• Data protection requests: email subject line “Data request” — handled within 30 days