Terms and Conditions

Internet Service Terms & Conditions

By requesting and/or using services provided by M2X Communications, the customer

acknowledges that they have read, understand, and agree to the following Terms &

Conditions.

1. Acceptable Use

Customers agree to comply with the M2X Communications Acceptable Use Policy.

The current policy is available online at: www.mym2x.com

2. Installation Authorization

If the customer does not own the property where service will be installed, the customer is

responsible for obtaining permission from the property owner before installation.

M2X Communications is not responsible for any charges, damages, or disputes resulting

from failure to obtain proper authorization.

3. Right of Access

The customer grants M2X Communications and its authorized representatives permission to access the property for purposes including, but not limited to:

• Installation
• Inspection
• Maintenance
• Repair
• Replacement
• Removal of equipment

Access may occur during normal business hours or whenever reasonably necessary to

restore service.

4. Fiber Service Drop Installation

Fiber service drops may be installed aerially or underground, depending upon engineering requirements, site conditions, and customer preference when feasible.

Utility Marking (Buried Installations)

Before underground installation, M2X Communications will contact Ohio Utilities.

Protection Service (OUPS) to mark registered public utilities.

OUPS does not mark private or unregistered facilities, including but not limited to:

• Private electric lines
• Irrigation systems
• Invisible pet fences
• Septic systems
• Drain tile
• Landscape lighting
• Propane lines
• Private data, audio, or low-voltage wiring
• Customer Responsibilities

Customers are responsible for:

• Informing M2X Communications of any known or suspected underground hazards or privately installed utilities before installation.
• Requesting any preferred routing, burial depth, or service entrance location before installation.
• Ensuring the work area is accessible.
• Securing pets during installation.

Property Damage

The homeowner assumes responsibility for damage to underground or surface property that was not disclosed before installation.

M2X Communications is not responsible for damage to:

• Unmarked utilities
• Private utilities
• Undisclosed facilities

Minor disturbance to lawns, landscaping, or soil is considered a normal part of buried fiber installation.

5. In-Home Installation

Customer must provide a router capable of supporting the subscriber internet speed.

M2X Communications technicians will:

• Install the fiber connection.
• Verify internet service is operational.
• Assist with connecting and testing one (1) device only.

The verification device may be:

• A customer-owned router, or
• One computer

This verification is solely to confirm that internet service is functioning properly.

If installation cannot be completed because compatible equipment is unavailable, a return

visit may incur a $35.00 service charge.

6. Customer Network Responsibilities

Customers are responsible for connecting and configuring all additional devices,

including:

• Computers
• Televisions
• Streaming devices
• Gaming systems
• Printers
• Security cameras
• Smart home devices
• Wi-Fi extenders

Free 24/7 technical support is available for assistance.

Customer-Owned Network

Customers are solely responsible for their Local Area Network (LAN), including:

• Network configuration
• Wi-Fi performance
• Passwords
• Security settings
• Firewalls
• Parental controls
• Connected devices

M2X Communications is not responsible for the performance, security, or management of

customer-owned equipment.

7. Wi-Fi Performance

Wireless performance varies based upon factors outside M2X Communications’ control, including:

• Home size
• Floor plan
• Construction materials
• Distance from the router
• Wireless interference
• Router quality
• Router placement
• Equipment age
• Equipment configuration

M2X Communications does not guarantee Wi-Fi speeds, coverage, or performance

throughout the premises.

For maximum performance, we recommend wired Ethernet connections.

Customers are responsible for purchasing or installing mesh systems, extenders, or

upgraded networking equipment if additional coverage is desired.

8. Internet Service

Internet service is provided on a best-effort basis.

M2X Communications does not guarantee:

• Continuous service
• Specific speeds
• Latency
• Uptime
• Network performance

9. Equipment

Equipment supplied by M2X Communications—including Optical Network Terminals

(ONTs) and network interface devices—remains the property of M2X Communications

unless otherwise stated.

Customers may not:

• Remove
• Relocate
• Modify
• Tamper with

M2X-owned equipment without authorization.

Customers are responsible for repair or replacement costs resulting from negligence,

misuse, tampering, or unauthorized modifications.

10. Installation Requirements

Customers must provide a router capable of supporting the subscribed internet speed.

If installation cannot be completed because compatible equipment is unavailable, a return

visit may incur a $35.00 service charge.

11. Installation Fees

Installation charges, if applicable, are based on the type of installation, service location,

construction requirements, and any current promotional offers.

Installation fees will be disclosed to the customer before installation begins and, if

applicable, will appear on the customer's first invoice.

M2X Communications reserves the right, at its sole discretion, to waive, reduce, or modify

installation fees at any time without prior notice. Waiver of installation fees for one

customer or installation shall not obligate M2X Communications to waive fees for any

other customer or future installation.

12. Billing & Payment

• A deposit equal to the estimated first month’s service is due before installation.
• Service is billed in advance.
• Payments are due by the last day of each month.
• Late payments may incur a fee equal to 5% of the past-due balance or $1.00, whichever is greater.
• Reconnection after disconnection: $25.00
• Returned checks: $20.00
• Accounts more than 30 days past due may be referred to collections.

13. Service Calls & Repair Charges

For technical assistance, contact:

24/7 Technical Support (419) 748-8008

If service issues are determined to be caused by customer-owned equipment, wiring,

configuration, tampering, or conditions outside the control of M2X Communications, the

following charges may apply:

Service:

• First 15 minutes (Business Hours) (Charge: $35.00 Minimum)
• Each Additional 15 Minutes (Charge: $6.95)
• After Hours / Weekends (Charge: $75.00 per hour 1-hour minimum)
• Materials (Charge: Billed at Cost)

14. Service Outage Credits

M2X Communications strives to provide reliable service. In the event of a qualifying outage

caused solely by the M2X Communications network, customers may be eligible for a

service credit subject to the following conditions:

Eligibility

• Customers must report a service outage to M2X Communications as soon as reasonably possible.
• Service outage credits begin no earlier than the date and time the outage is first reported to M2X Communications through an authorized support channel.
• M2X Communications is not responsible for providing credits for outages that occurred before notification, as the company cannot verify or begin troubleshooting outages that have not been reported.
• No service credits will be issued for outages lasting less than seventy-two (72) consecutive hours from the time the outage is reported to M2X Communications.

Credit Calculation

For qualifying outages, the service credit will be calculated as follows:

Monthly Recurring Service Charge ÷ Number of Days in the Billing Month × Number of

Full Calendar Days of Qualifying Outage

The qualifying outage period begins when the outage is reported to M2X Communications and ends when service has been restored.

Service credits apply only to the monthly recurring internet service charge and do not include installation fees, equipment charges, taxes, surcharges, late fees, or other non-recurring charges.

Exclusions

• Service credits will not be issued for outages resulting from:
• Scheduled or emergency maintenance.
• Power outages or electrical issues at the customer's premises.
• Customer-owned routers, equipment, wiring, or network configuration.
• Damage caused by the customer or a third party.
• Force majeure events described in these Terms & Conditions.
• Any condition beyond the reasonable control of M2X Communications.

M2X Communications reserves the right to investigate all reported outages and determine eligibility for any service credit. Approved credits will be applied to the customer's account and will not be issued as cash refunds.

15. Limitation of Liability

To the fullest extent permitted by law, M2X Communications’ total liability for any claim relating to the services provided shall not exceed the amount paid by the customer during the preceding thirty (30) days.

M2X Communications shall not be liable for indirect, incidental, special, or consequential

damages, including loss of:

• Data
• Revenue
• Business
• Service use

16. Force Majeure

M2X Communications is not responsible for service interruptions caused by events beyond

its reasonable control, including:

• Severe weather
• Acts of God
• Power outages
• Utility failures
• Fiber cuts
• Construction damage
• Vandalism
• Fire
• Government actions

17. Termination of Service

M2X Communications reserves the right to suspend or terminate service for:

• Nonpayment
• Violation of these Terms & Conditions
• Misuse of the network

18. Content & Data

M2X Communications does not monitor, control, or assume responsibility for content

transmitted across its network.

M2X Communications is not responsible for:

• Customer data
• Data loss
• Security breaches
• Customer-generated content

19. Changes to Terms

M2X Communications reserves the right to modify these Terms & Conditions with

reasonable notice to customers.

20. Governing Law

The laws of the State of Ohio shall govern these Terms & Conditions.

Customer Acceptance

By signing the service application, the customer acknowledges that they have read, understand, and agree to these Terms & Conditions.