1. Agreement
These terms form the agreement between you ("Customer", "you") and The Cloud Network Limited ("The Cloud Network", "we", "us"), a company registered in Ghana under number CS421902014. They apply when you purchase, activate, or use any of our services: fixed wireless broadband, fibre to the home, WiFi hotspot access, internet leased lines, managed network support, or any product we supply.
By connecting to our network, purchasing a data bundle, or accepting an installation, you agree to these terms.
2. The service
We provide internet access using wireless and fibre infrastructure. Actual speed and performance depend on your package, your distance from and line of sight to our equipment, the device you use, local congestion, and conditions on upstream networks outside our control.
2.1 "Unlimited" packages
Our Home Unlimited and Office Unlimited packages carry no data cap and no scheduled throttling. They are sold for normal residential or business use by a single household or single business premises. They may not be resold, shared beyond the premises, redistributed to third parties, or used to operate a commercial hotspot or ISP without a separate written agreement with us.
Where a single account generates sustained traffic that materially degrades service for other customers on the same wireless sector, we may contact you to discuss a more suitable package. We will always contact you before taking any action on the account.
2.2 Prepaid data bundles
Data bundles purchased by USSD, at a hotspot, or through the billing portal are prepaid. The allowance and validity period applicable to each bundle are shown at the point of purchase. Unused allowance on an expiring bundle is forfeited at expiry unless the bundle is expressly sold as non-expiring.
2.3 Availability
We target high availability but do not guarantee uninterrupted service on standard residential and small business packages. Guaranteed uptime with a service level agreement is available on our leased line and managed support products, under separate terms.
We may suspend service temporarily for planned maintenance, upgrades, or emergency repair. We will give notice of planned work where reasonably practicable.
3. Charges and payment
- All prices are in Ghana Cedis (GHS) and include applicable taxes and levies unless stated otherwise.
- Monthly packages are billed in advance for a 30-day period.
- Prepaid bundles are paid for in full at the time of purchase.
- Installation, equipment, and relocation charges are quoted separately and are payable before work begins unless we agree otherwise in writing.
- Payments are made by mobile money, or by another method we make available. Your mobile network operator may apply its own charges for a mobile money transaction.
If payment for a monthly package is not received by the renewal date, service will be suspended until payment is made. We may charge a reconnection fee where an account has been suspended for an extended period.
We may change our prices. Where a price change affects an existing monthly package, we will give you at least 30 days' notice by SMS or email before it applies to you.
4. Equipment
Equipment we install at your premises — antennas, routers, ONTs, power supplies, cabling, and mounting hardware — remains our property unless we have expressly sold it to you and issued a receipt showing the sale.
- You must provide safe access for installation, maintenance, and recovery of our equipment.
- You must not move, modify, open, or reconfigure our equipment without our authorisation. Doing so may break your service and may make you liable for repair costs.
- You are responsible for loss of or damage to our equipment at your premises caused by misuse, negligence, theft, fire, or unauthorised interference. Fair wear and tear and equipment failure are our responsibility.
- On termination, you must allow us to recover our equipment within a reasonable period. Where recovery is refused or prevented, we may charge you the replacement value.
You are responsible for your own devices, your own internal wiring beyond our demarcation point, and for the electrical supply and any backup power at your premises.
5. Acceptable use
You must not use our network to:
- Break any law of Ghana or of any other country whose networks your traffic reaches
- Send unsolicited bulk email or messages, or operate any form of spam infrastructure
- Gain or attempt to gain unauthorised access to any system, network, or account
- Distribute malware, or conduct scanning, denial-of-service, or other attacks
- Distribute material that infringes copyright or other intellectual property rights
- Distribute material that is unlawful, defamatory, or that sexually exploits children
- Resell, rebroadcast, or redistribute the service to third parties without our written agreement
- Interfere with the operation of the network or with other customers' use of it
We may suspend or terminate service immediately, without refund, where we reasonably believe this clause has been breached, and we may report the matter to the relevant authorities.
6. Account security
You are responsible for keeping your account credentials, portal password, and hotspot login details confidential, and for all use of the service through your account. Tell us immediately at 0202699110 if you believe your account has been compromised.
7. Installation and site conditions
Installation is subject to a successful site survey. Where a survey shows that we cannot deliver an acceptable signal to your premises, we will tell you before installation and refund any amount you have paid toward that installation.
Where installation requires permission from a landlord, body corporate, or local authority, obtaining that permission is your responsibility.
8. Support
Support is available on 0202699110 and 0244601933, and by WhatsApp on the same numbers. Fault response times depend on the package you hold; guaranteed response times apply only where an SLA has been agreed in writing.
9. Term and cancellation
Monthly packages run for 30 days and renew on payment. You may stop using the service at any time by not renewing. Where you have signed a fixed-term contract, its notice provisions apply.
We may terminate this agreement on 30 days' written notice, or immediately where you breach clause 5, where payment is long overdue, or where we are required to do so by law or by a regulator.
10. Limitation of liability
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot lawfully be excluded under Ghanaian law.
Subject to that, we are not liable for indirect or consequential loss, loss of profit, loss of business, loss of data, or loss of anticipated savings arising from an interruption to or failure of the service. Our total liability to you in any 12-month period is limited to the total charges you paid us for the affected service in that period.
We do not control the content of the internet and are not responsible for material you access through the service.
11. Force majeure
We are not liable for failure to perform where that failure results from events beyond our reasonable control, including but not limited to power failure, damage to upstream infrastructure or submarine cables, extreme weather, fire, flood, theft or vandalism of equipment, civil disturbance, strike, or an act or direction of government or a regulator.
12. Privacy
Our handling of your personal data is set out in our Privacy Policy, which forms part of these terms.
13. Changes to these terms
We may update these terms. We will publish the updated version on this page and, where a change materially affects your rights, notify you by SMS or email at least 30 days before it takes effect. Continuing to use the service after that date means you accept the change.
14. Complaints and disputes
If you are unhappy with the service, contact us first at info@cloudghana.com or on 0202699110. We aim to acknowledge every complaint within 2 working days and resolve it within 14 working days.
If we cannot resolve it between us, you may refer the matter to the National Communications Authority. These terms are governed by the laws of Ghana and the courts of Ghana have jurisdiction.
15. Contact
- Email: info@cloudghana.com
- Phone: 0202699110 / 0244601933
- Billing portal: bill.cloudghana.com
- Quick recharge: *713*129#