Residential & Business Service Terms and Conditions

This Terms and Conditions Agreement (this “Agreement”) is entered into between Loudoun County Fiber LLC, doing business as Cladded Glass Broadband (“Cladded Glass,” “We,” “Us,” or “Our”), and the individual or entity that has subscribed for service from Us (“You” or “Customer”). This Agreement governs Our fiber-optic internet access, telephone, and referred TV streaming offerings (collectively, the “Service”).

PLEASE READ THIS AGREEMENT CAREFULLY. By ordering, installing, or using the Service, You agree to be bound by this Agreement and by Our Privacy Policy, which is incorporated by reference. If You do not agree to these terms, do not use the Service.

1. Acceptance of Terms

This Agreement becomes effective on the date You confirm Your order for Service. It applies to all residential and business customers unless a separate written agreement with Cladded Glass expressly states otherwise. If any term of a separate signed business services agreement conflicts with this Agreement, the signed agreement controls.

2. Description of Service

Cladded Glass installs and operates its own Fiber-to-the-Home (FTTH) network to deliver:

• Internet access service — dedicated fiber connectivity at the speed tier You select.
• Telephone service — carrier-grade voice service delivered over Our fiber network. Because this service may use internet-protocol technology, Section 10 below describes important limitations, including with respect to 911 dialing during a power or network outage.
• TV / streaming referrals — where offered, Cladded Glass may recommend or facilitate access to third-party streaming TV providers over Your connection. Those services are governed by the applicable third party’s own terms, and Cladded Glass is not responsible for their content, pricing, or availability.

You may customize Your Service based on the plans published on Our website or provided to You at the time of order.

3. Service Area & Eligibility

Service is available only within Our current fiber footprint in Western Loudoun County, Virginia, as it expands from time to time. Submitting an inquiry or order does not guarantee availability at Your address. We will notify You if Service cannot be provided at Your location, and any Initial Payment (Section 6) will be refunded in that case.

4. Installation & Equipment

1. Access to premises. You authorize Cladded Glass, its employees, and its contractors to access Your property at reasonable times to install, inspect, maintain, repair, or remove the fiber optic cable, Optical Network Terminal (ONT), router, and related equipment (collectively, “Our Equipment”). If You do not own the property, You represent that You have obtained the property owner’s permission for installation.
2. Installation method. Our standard installation is aerial, from the nearest utility pole to Your premises. Where aerial installation is not practical, We may bury the fiber drop. Before any underground work, We will make reasonable efforts to locate public utility lines; You are responsible for identifying and marking any private utilities, wells, septic lines, irrigation systems, or invisible pet fencing on Your property, and We are not liable for damage to unmarked or incorrectly marked private utilities.
3. Ownership of equipment. Our Equipment remains the property of Cladded Glass at all times. Upon termination of Service, You must return any Our Equipment issued to You within 15 calendar days, in accordance with Our then-current return process, or pay the applicable Equipment Non-Return Fee.
4. Care of equipment. You agree not to alter, tamper with, relocate, or attach unauthorized devices to Our Equipment. You are responsible for providing continuous electrical power to Our Equipment; failure to do so may damage the equipment or interrupt Your Service, for which We are not responsible.
5. Limited equipment warranty. For one year from installation, We will repair or replace Our Equipment that fails due to a manufacturing defect, at no cost to You, provided the failure is not caused by misuse, neglect, water damage, power surge, or acts of nature. After one year, or for damage caused by You, You are responsible for repair or replacement costs at Our then-current rates.

5. Your Account

You must be at least 18 years old (or, for a business account, authorized to bind the business) to subscribe for Service. The Service is intended for use by You, members of Your household, and Your guests at the service address, and may not be shared, resold, or redistributed to others, including over an unsecured wireless network. You are responsible for all activity on Your account, whether or not authorized by You, and for keeping Your account information (name, address, email, phone, and payment details) accurate and current.

6. Fees, Billing & Payment

1. Installation fee. An installation fee, as published on Our website or quoted at the time of order, is due before installation and is non-refundable once Service is installed and functional, except where installation was cancelled through no fault of Yours.
2. Monthly fees. Monthly service fees are billed in advance for each monthly billing cycle, which begins on the date Your Service is activated. Fees are payable by the due date shown on Your invoice. Invoices are made available electronically through Our customer portal or by email.
3. Late payment. If payment is not received by the due date, We may apply a billing administrative fee to cover the cost of processing late payments, and We may suspend Service until Your account is brought current. We are not obligated to provide advance notice before suspending Service for non-payment.
4. Price changes. We will provide at least 30 days’ notice before increasing Your recurring monthly fee for Your existing plan, except for changes required to pass through new or increased taxes, surcharges, or governmental fees.
5. Taxes and fees. You are responsible for all applicable federal, state, and local taxes and regulatory fees associated with Your Service.

7. Term, Cancellation & Refunds

Cladded Glass Service is provided on a month-to-month basis with no long-term contract, unless You have signed a separate agreement specifying a different term (for example, a promotional or business installation agreement). You may cancel at any time by contacting Customer Support (Section 21); cancellation takes effect at the end of Your current monthly billing cycle. Monthly fees already paid for a billing cycle are non-refundable for that cycle. If a specific promotion or business agreement includes a minimum term, an early termination fee as disclosed at the time of sign-up will apply if You cancel before that term ends.

8. Acceptable Use Policy

You agree to use the Service only for lawful purposes. You may not use the Service to:

• Transmit or store content that is illegal, threatening, harassing, defamatory, or that infringes another party’s intellectual property or privacy rights;
• Attempt to compromise the security of Our network or any other system, including through password cracking, packet sniffing, or unauthorized network scanning;
• Distribute viruses, malware, or other harmful code;
• Send unsolicited bulk email (spam) or engage in other abusive messaging practices;
• Resell or share the Service with parties outside Your household or business location to avoid paying for a second connection; or
• Operate the Service in a manner that endangers the network or degrades Service for other customers.

We may investigate suspected violations and, at Our discretion, warn, suspend, or terminate an account involved in a violation. Serious violations may also be reported to law enforcement.

9. Network Management & Service Availability

We do not guarantee that any specific speed, bandwidth, or latency will be available at all times. Actual performance may vary due to factors outside Our control, including Your equipment, in-home wiring, the number of connected devices, general internet traffic, and scheduled or emergency network maintenance. We may use reasonable network management practices to maintain service quality for all customers, consistent with Our published Open Internet practices. We will make reasonable efforts to provide advance notice of planned maintenance that may cause a service disruption, but reserve the right to perform emergency maintenance without notice.

10. Telephone / Voice Service

If Your Service includes telephone/voice service, the following applies:

• Power dependency. Our voice service requires electrical power to Our Equipment. During a power outage, You may be unable to make or receive calls, including calls to 911, unless You have a working battery backup. Ask Us about optional backup power solutions.
• Internet dependency. Voice service depends on a working internet connection through Our network. An internet outage will also interrupt Your voice service, including 911 calling.
• 911 / E911 limitations. Emergency call routing is based on the service address registered with Us. If You physically relocate Our Equipment without updating Your registered address with Us first, a 911 call may be routed to the wrong emergency dispatch center. Always keep a charged mobile phone available as a backup method for reaching emergency services.
• Non-voice equipment. Devices such as home security systems, medical alert monitors, and fax machines that rely on a traditional analog phone line may not be compatible with fiber-based voice service. Test any such device with Us before relying on it.

11. Customer Responsibilities

You are responsible for: (a) backing up Your own data — We have no obligation to recover lost data; (b) maintaining reasonable security on Your own devices, such as updated anti-virus and firewall software; and (c) complying with any homeowners’ association rules, building codes, or permit requirements that apply to installing equipment on Your property.

12. Privacy

Our collection, use, and disclosure of information about You is described in Our Privacy Policy, which is incorporated into this Agreement by reference. By using the Service, You acknowledge that You have had the opportunity to review the Privacy Policy.

13. Disclaimer of Warranties

EXCEPT AS EXPRESSLY STATED IN SECTION 4, THE SERVICE AND OUR EQUIPMENT ARE PROVIDED “AS IS” AND “AS AVAILABLE,” WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR FREE OF HARMFUL COMPONENTS. SOME STATES DO NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES, SO THIS LIMITATION MAY NOT FULLY APPLY TO YOU.

14. Limitation of Liability

TO THE FULLEST EXTENT PERMITTED BY LAW, CLADDED GLASS AND ITS OWNERS, EMPLOYEES, AND CONTRACTORS WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES ARISING FROM YOUR USE OF THE SERVICE, INCLUDING LOST DATA, LOST PROFITS, OR SERVICE INTERRUPTION, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. OUR TOTAL LIABILITY TO YOU FOR ANY CLAIM RELATED TO THE SERVICE WILL NOT EXCEED THE TOTAL AMOUNT YOU PAID US FOR SERVICE IN THE THREE MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM. Some states do not allow the exclusion or limitation of certain damages, so the above limitations may not apply to You. This section survives termination of this Agreement.

15. Indemnification

You agree to indemnify and hold Cladded Glass harmless from any third-party claims, losses, or expenses (including reasonable attorneys’ fees) arising from Your violation of this Agreement, Your misuse of the Service, or Your violation of any law or third-party right.

16. Suspension & Termination by Us

We may suspend or terminate Your Service, with or without notice, if: You fail to pay amounts due; You violate the Acceptable Use Policy (Section 8); You threaten or harass Our employees or contractors; or continuing Service would violate applicable law. If Your Service is disconnected for non-payment, We may charge a reconnection fee before restoring Service.

17. Dispute Resolution

We would like the opportunity to resolve any concern directly — please contact Customer Support first (Section 21). If a dispute cannot be resolved informally within 30 days, this Agreement is governed by the laws of the Commonwealth of Virginia, without regard to its conflict-of-law rules, and the parties agree that any lawsuit will be brought exclusively in the state or federal courts located in Loudoun County, Virginia.

18. Communications Consent

By providing Your phone number and email address, You consent to receive service-related communications (such as outage notices, billing reminders, and appointment confirmations) from Cladded Glass by phone, text, or email. You may also receive occasional marketing communications, which You may opt out of at any time by contacting Us. Service-related communications necessary to operate Your account are not subject to opt-out.

19. Changes to These Terms

We may update this Agreement from time to time. We will post the revised Agreement on Our website with an updated effective date and, for material changes, will provide notice by email or through Your next invoice. Your continued use of the Service after a change takes effect constitutes acceptance of the updated Agreement.

20. General Provisions

This Agreement, together with the Privacy Policy, is the entire agreement between You and Cladded Glass regarding the Service and supersedes any prior understandings. If any provision of this Agreement is found unenforceable, the remaining provisions will remain in full effect. Our failure to enforce a provision is not a waiver of Our right to do so later. You may not assign this Agreement without Our written consent. We are not liable for delays or failures caused by events beyond Our reasonable control, including severe weather, power outages, or third-party network failures.

21. Contact Us

Questions about this Agreement can be directed to:

Loudoun County Fiber LLC, d/b/a Cladded Glass Broadband
P.O. Box 420, Purcellville, VA 20134
Phone: 571-410-5811
Email: support@claddedglass.com