Terms & Conditions
Last updated: January 2025
Terms of Service
Welcome to Aerux Broadband. By using our services, you agree to these terms. Please read them carefully.
1. Service Agreement
Aerux Broadband ("Aerux," "we," "us") provides internet connectivity services to residential and business customers in Colorado. By signing up for service, you enter into a service agreement with Aerux and agree to these Terms of Service.
2. Service Availability
Service availability depends on your location and our network infrastructure. We will confirm availability at your address before installation. Service speeds are "up to" the stated rate and may vary based on network conditions, equipment, and other factors.
3. Equipment
For fiber service, Aerux provides necessary network equipment. For wireless service, a mounted station microwave radio is required and available for rental ($8.00/month). Customers must supply their own wireless router for WiFi connectivity. All Aerux-owned equipment must be returned upon service termination.
4. Billing & Payment
Services are billed monthly in advance. Payment is due upon receipt of invoice. We use Freshbooks for secure invoicing and online payments. Late payments may result in service suspension. There are no hidden fees—the price quoted is the price you pay.
5. No Contracts
Aerux does not require long-term contracts for residential service. You may cancel at any time without early termination fees. Business service agreements may have different terms.
6. Service Changes
You may upgrade or downgrade your service plan at any time by contacting us. Changes will be reflected in your next billing cycle. We reserve the right to modify services and pricing with 30 days notice.
Privacy Policy
Aerux Broadband is committed to protecting your privacy. This policy explains how we collect, use, store, and share your personal information.
Information We Collect
When you use our services, we may collect:
- Name, address, email, and phone number
- Billing and payment information
- Service address and installation details
- Account credentials and preferences
- Support communications and service history
- Network usage data for service optimization
How We Use Your Information
- Provide, maintain, and improve our services
- Process payments and manage your account
- Communicate about your service and support requests
- Send important notices about account or policy changes
- Protect against fraud and unauthorized access
- Comply with legal obligations
Information Sharing
We do not sell your personal information. We may share information with service providers who help operate our business (e.g., Freshbooks for billing), when required by law, or with your consent.
Customer Proprietary Network Information (CPNI)
As a telecommunications provider, we protect your CPNI, which includes information about your service usage. We use CPNI only to provide and bill for services, protect against fraud, and inform you about services that may benefit you. We will not share CPNI with third parties for marketing without your consent.
Your Rights
You may request access to, correction of, or deletion of your personal information by contacting us. You may opt out of marketing communications at any time.
Contact
Questions about privacy? Contact us at privacy@aerux.net or (888) 683-4887.
Service Level Agreement (SLA)
This Service Level Agreement applies to all Aerux Broadband internet services and defines our commitment to service reliability.
Network Availability
Aerux commits to 99.9% network availability, measured monthly. This excludes scheduled maintenance (performed during off-peak hours with advance notice) and circumstances beyond our control (natural disasters, power outages, third-party failures).
Service Credits
If network availability falls below 99.9% in any calendar month due to issues within Aerux's control, eligible customers may request a service credit:
- 99.0% - 99.9% availability: 10% credit of monthly fee
- 95.0% - 98.9% availability: 25% credit of monthly fee
- Below 95.0% availability: 50% credit of monthly fee
Credits must be requested within 30 days of the affected period. Credits do not exceed 50% of monthly service fees and are applied to future billing.
Speed Commitment
Aerux provides symmetrical upload and download speeds. Advertised speeds are "up to" and represent maximum achievable speeds under optimal conditions. Actual speeds may vary based on network congestion, customer equipment, and other factors.
Support Response
We provide local, US-based support during business hours (Mon-Fri 9am-6pm, Sat 9am-5pm). We aim to respond to support requests within 4 business hours and resolve most issues within 24-48 hours.
Business Service
Business customers may have enhanced SLA terms including dedicated support, faster response times, and additional service credits. Contact us for business SLA details.
Acceptable Use Policy
This Acceptable Use Policy ("AUP") governs your use of Aerux Broadband services. Violation of this policy may result in service suspension or termination.
Prohibited Activities
You may not use Aerux services to:
- Engage in illegal activities or violate any applicable laws
- Transmit spam, malware, viruses, or other harmful content
- Attempt unauthorized access to any network, system, or data
- Harass, threaten, or harm others
- Infringe on intellectual property rights
- Distribute child exploitation material (immediately reported to authorities)
- Interfere with network operations or other users' service
- Resell or redistribute service without authorization
Network Management
Aerux does not impose data caps on residential or business plans. However, we reserve the right to manage network traffic to ensure fair usage and optimal performance for all customers. We do not throttle, block, or prioritize specific content or applications.
Security
You are responsible for securing your network and devices. We recommend using strong passwords, keeping software updated, and using firewall protection. Report any suspected security incidents to our support team immediately.
Enforcement
Violations of this AUP may result in warnings, service suspension, or termination depending on severity. We cooperate with law enforcement when required. If you believe someone is violating this policy, please report it to abuse@aerux.net.
Changes to This Policy
We may update these terms from time to time. Material changes will be communicated via email or posted on our website with at least 30 days notice. Continued use of our services constitutes acceptance of updated terms.
Questions?
If you have questions about these terms, please contact us:
Aerux Broadband
Parker, Colorado
Phone: (888) 683-4887
Email: legal@aerux.net