Terms of Service

CROWSNEST BROADBAND TERMS OF SERVICE

Effective Date: September 2026 • Version: 4.4

Version 4.4 amends Version 4.3 by adding Section 18A (Legal Process and Legal Compliance) at Crowsnest’s request. Version 4.3 amended Version 4.2 by specifying Eastern Time for the standard maintenance window in Section 13A (Network Maintenance). Version 4.2 amended Version 4.1 by adding Sections 3B (Technician and Worksite Safety), 11A (Refusal, Suspension, and Termination of Service), 11B (Abusive or Threatening Conduct Toward Crowsnest Personnel), and 13A (Network Maintenance). Version 4.1 amended Approved Version 4.0 by adding Section 3A (Renters / Property Owner Authorization). No other provision was changed.

These Terms of Service (“Terms”), together with the customer’s service order, applicable Broadband Consumer Label, and policies expressly incorporated below, form the agreement (“Agreement”) between Crowsnest Broadband LLC (“Crowsnest,” “we,” “us,” or “our”) and the person or entity ordering or using service (“Customer,” “you,” or “your”).

1. Acceptance and Electronic Agreement

You accept this Agreement when you affirmatively accept it electronically, sign a service order, or otherwise execute an order that expressly incorporates these Terms. For online orders, the acceptance record may include the date and time, the versions of the Terms and incorporated policies presented to you, the order or customer identifier, and other audit information reasonably necessary to document assent.

For consumer online orders, Crowsnest intends to use an unchecked acceptance control placed near links to these Terms and the applicable Acceptable/Open Use Policy. Acceptance is required before an order or installation appointment may be finalized.

If you accept for a business or other organization, you represent that you have authority to bind that organization.

2. Services and Service Order

Crowsnest provides broadband Internet access and related services using fiber, fixed wireless, or other network technologies, as available at the service location. The service order identifies the subscribed plan, recurring charges, equipment and add-ons, and any applicable installation or activation charges. Availability and technology may vary by location.

Any Broadband Consumer Label provided for a plan is part of the disclosures associated with that plan. If a specific service order expressly conflicts with these Terms on a negotiated business-service term, the service order controls for that term.

3. Eligibility, Premises Authority, and Access

You represent that you are at least 18 years old and are legally authorized to order service at the premises. If you do not own the premises, you are responsible for obtaining the owner’s, landlord’s, association’s, or other required permission before installation. You are responsible for restrictions imposed by leases, condominium or homeowners’ associations, historic districts, property owners, or similar authorities.

You authorize Crowsnest and its employees, agents, and contractors to enter the areas of the premises reasonably necessary to survey, install, activate, inspect, maintain, repair, replace, relocate, upgrade, or remove Crowsnest equipment and facilities, subject to reasonable scheduling and safety requirements.

3A. Renters / Property Owner Authorization

If you do not own the service premises, you are responsible for obtaining all necessary permission from the landlord or property owner before installation. By ordering service, scheduling installation, or permitting installation, you represent and warrant that all necessary landlord or property-owner authorization has already been obtained.

That authorization includes permission for Crowsnest to install and mount the equipment reasonably necessary to provide service, including antennas or other exterior equipment on the building or roof where required, and to make reasonable exterior-to-interior penetration(s) and install the cabling necessary to connect exterior equipment to indoor Crowsnest or customer equipment.

Crowsnest may rely on your representation that the required authorization has been obtained and is not required to independently obtain or verify landlord or property-owner permission unless Crowsnest specifically chooses to do so.

To the extent permitted by applicable law, you are responsible for claims, disputes, costs, and damages arising from your failure to obtain the required landlord or property-owner authorization, and Crowsnest is not responsible for claims by a landlord or property owner arising from that failure.

3B. Technician and Worksite Safety

Crowsnest employees and contractors have the right to decline entry onto a property, delay or refuse an installation or service visit, stop work already in progress, and leave a property at any time when they reasonably believe that conditions are unsafe, threatening, hostile, hazardous, or otherwise inappropriate for the work to continue safely. This includes, without limitation, circumstances involving:

• threatening, abusive, intimidating, or hostile behavior;
• physical aggression or threats of violence;
• unsecured or aggressive animals;
• unsafe buildings, roofs, ladders, structures, or work areas;
• hazardous environmental or property conditions;
• unsafe electrical conditions;
• weapons being displayed, brandished, or used in a threatening manner;
• illegal activity creating a safety concern;
• interference with the technician’s or contractor’s ability to safely perform the work; or
• any other condition that causes the technician or contractor to reasonably believe that continuing the visit or work would create a safety risk.

A reasonable safety concern is sufficient. Crowsnest employees and contractors are not required to wait for, or to show, imminent physical harm before declining entry, stopping work, leaving the property, or postponing the installation or service visit.

Crowsnest may require unsafe conditions to be corrected before another visit is scheduled. Serious or repeated safety or abuse incidents may result in refusal, suspension, or termination of service under Sections 11A and 11B.

4. Installation Authorization; Building and Roof Work

Crowsnest installers are expected to use professional installation practices and applicable safety procedures. Before making a material penetration through a roof, exterior wall, siding, soffit, fascia, floor, or other building surface, the installer will seek authorization from the Customer or another adult at the premises whom the Customer reasonably presents as authorized to approve the work.

You authorize the installation methods reasonably required to provide service, which may include drilling, fastening, mounting, trenching, attaching brackets or antennas, installing cable, placing fiber or conduit, sealing penetrations, accessing attics or crawlspaces, and attaching equipment to roofs, walls, poles, or other structures, as applicable to the installation you approve.

You must disclose known conditions that could affect safe installation, including known roof leaks or defects, concealed utilities, electrical hazards, asbestos or other hazardous materials, fragile or historic surfaces, underground facilities on private property, structural defects, restricted areas, or other unusual conditions.

5. Installation Documentation and Customer Inspection

Crowsnest may photograph or otherwise document the premises, installation path, mounting locations, equipment, penetrations, cable routes, signal or test results, and completed work before, during, and after installation. These records may be retained for operational, safety, quality-control, training, dispute-resolution, insurance, and legal purposes.

You should inspect the visible installation promptly. You must notify Crowsnest promptly after discovering any claimed installation defect, water intrusion, property damage, or unsafe condition so that Crowsnest has a reasonable opportunity to inspect and, where appropriate, mitigate further damage. Failure to provide prompt notice may limit recovery to the extent the delay materially increases damage or prejudices Crowsnest’s ability to investigate or mitigate the claim.

6. Assumption of Ordinary Installation Risks

Crowsnest is not responsible for pre-existing defects, latent defects, ordinary wear, deterioration, defective roofing or building materials, improper work by others, movement or settlement, storms or severe weather, ice, wind, animals, pests, vegetation, customer modifications, later roofing/siding/construction work, or other causes not created by Crowsnest.

7. Property-Damage Release and Limitation

This Section does not waive liability that Pennsylvania law does not permit the parties to waive, and it does not release Crowsnest from liability finally determined to result from Crowsnest’s gross negligence, reckless conduct, or willful misconduct.

If a court determines that any part of this Section is unenforceable, the parties intend that it be enforced to the maximum extent permitted by law and that any narrower enforceable limitation remain effective.

7A. Lightning, Electrical Events, Grounding, and Surge Damage

Customer acknowledges that lightning, static discharge, electrical surges, utility faults, induced voltage, differences in electrical potential, and other naturally occurring or utility-related electrical events are unpredictable and may cause damage to buildings, electrical systems, electronic devices, network equipment, appliances, or other property regardless of the installation method, grounding method, surge-protection equipment, or communications technology used.

Crowsnest Broadband may use fiber-optic cable, non-conductive communications components, electrically isolated or “floating” outdoor equipment, grounding, bonding, surge-protection devices, or other installation methods as appropriate for the particular equipment, premises, applicable requirements, and Crowsnest's installation practices. No such method is represented or warranted to prevent lightning, surge, or electrical damage.

Customer acknowledges that Crowsnest Broadband's antenna, radio, fiber, cable, mounting equipment, network equipment, or other installation does not constitute a lightning-protection system, grounding system for the premises, whole-building surge-protection system, or substitute for electrical or lightning protection recommended by a qualified electrician or other appropriate professional.

TO THE MAXIMUM EXTENT PERMITTED BY LAW, CROWSNEST BROADBAND SHALL NOT BE LIABLE FOR LOSS, DAMAGE, FIRE, WATER DAMAGE, EQUIPMENT FAILURE, ELECTRICAL DAMAGE, ELECTRONIC DAMAGE, STRUCTURAL DAMAGE, DATA LOSS, PERSONAL PROPERTY DAMAGE, OR OTHER DAMAGE CAUSED BY OR ARISING FROM LIGHTNING, STATIC DISCHARGE, ELECTRICAL SURGES, UTILITY FAULTS, INDUCED VOLTAGE, SEVERE WEATHER, OR OTHER EXTERNAL ELECTRICAL EVENTS, INCLUDING CLAIMS ALLEGING THAT CROWSNEST EQUIPMENT OR THE PATH OF A CROWSNEST INSTALLATION CAUSED, ATTRACTED, CONDUCTED, TRANSMITTED, FAILED TO DIVERT, OR FAILED TO PROTECT AGAINST SUCH AN EVENT.

CUSTOMER ASSUMES THE RISK OF LIGHTNING- AND SURGE-RELATED PROPERTY DAMAGE AND RELEASES CROWSNEST BROADBAND, ITS MEMBERS, EMPLOYEES, AGENTS, AND CONTRACTORS FROM SUCH PROPERTY-DAMAGE CLAIMS TO THE MAXIMUM EXTENT PERMITTED BY LAW, INCLUDING CLAIMS ALLEGING ORDINARY NEGLIGENCE IN THE SELECTION OR IMPLEMENTATION OF CROWSNEST'S INSTALLATION, ISOLATION, GROUNDING, BONDING, OR SURGE-PROTECTION METHOD.

This provision does not exclude liability that cannot lawfully be excluded and does not release Crowsnest from liability finally determined to result from gross negligence, reckless conduct, or willful misconduct.

8. Crowsnest-Owned Equipment; Access and Recovery

Equipment identified as Crowsnest-owned remains Crowsnest property. You will use reasonable care, keep the equipment powered and protected as reasonably required, and will not sell, encumber, intentionally damage, materially alter, or relocate it without authorization.

Upon termination, you must return Crowsnest-owned equipment as instructed. Crowsnest may charge the then-disclosed replacement value for equipment not returned or returned with damage beyond ordinary wear. Crowsnest will not enter a dwelling or other nonpublic area to repossess equipment without consent or lawful authority.

All equipment identified as owned by Crowsnest Broadband, including antennas, radios, optical network equipment, power supplies, routers, mounting hardware, cabling where designated as Crowsnest property, and other network equipment (“Crowsnest Equipment”), shall remain the sole and exclusive property of Crowsnest Broadband at all times. Installation of Crowsnest Equipment on or at the Customer's premises does not transfer ownership to the Customer or property owner.

Customer shall use reasonable care to protect Crowsnest Equipment and shall not sell, remove, relocate, conceal, damage, destroy, encumber, abandon, tamper with, or prevent Crowsnest from recovering its Equipment.

Upon suspension, termination, cancellation, nonpayment, abandonment of service, or Crowsnest's reasonable request, Customer irrevocably agrees to provide Crowsnest and its authorized employees or contractors reasonable access to the premises for the purpose of inspecting, disconnecting, removing, and recovering Crowsnest Equipment. This obligation survives termination of the Agreement.

Customer expressly authorizes Crowsnest to enter exterior portions of the premises and other areas reasonably accessible without entry into a locked or occupied dwelling, including roofs, exterior walls, yards, utility areas, poles, towers, outbuildings, equipment enclosures, and other locations where Crowsnest Equipment has been installed, for the purpose of recovering Crowsnest-owned Equipment, to the maximum extent permitted by applicable law.

Crowsnest will use reasonable care when removing its Equipment. Customer agrees not to obstruct or interfere with an authorized recovery of Crowsnest Equipment. Nothing in this Agreement authorizes Crowsnest to forcibly enter a locked dwelling or other secured structure, breach a lock or barrier, or engage in conduct prohibited by applicable law.

If access to Crowsnest Equipment requires entry into a locked dwelling, secured building, or other area that cannot lawfully or safely be accessed without Customer or property-owner cooperation, Customer agrees to provide reasonable access at a mutually reasonable time upon Crowsnest's request.

If Customer fails or refuses to return Crowsnest Equipment or provide reasonable access for its recovery, Crowsnest may charge the Customer the then-applicable unreturned-equipment charge or replacement value disclosed for the Equipment and may pursue any other remedy available under this Agreement or applicable law, including recovery of the Equipment or damages through lawful process. Payment of an unreturned-equipment charge does not transfer ownership of the Equipment unless Crowsnest expressly agrees otherwise in writing.

Customer is responsible for loss, theft, intentional damage, unauthorized removal, or damage beyond ordinary wear to Crowsnest Equipment while located at the premises, except to the extent caused by Crowsnest.

Customer shall notify Crowsnest before selling, transferring, vacating, demolishing, materially remodeling, reroofing, or otherwise altering premises containing Crowsnest Equipment so that Crowsnest may arrange for removal, protection, or relocation of its Equipment.

9. Customer-Owned Equipment and Wi-Fi

Crowsnest is not responsible for the performance, security, configuration, compatibility, loss, or damage of customer-owned equipment. Wi-Fi performance varies with building construction, interference, device capability, placement, distance, and other local conditions. Advertised Internet plan speeds are not a guarantee that every Wi-Fi device will achieve the plan rate.

10. Charges, Billing, Taxes, and Payment

You agree to pay the recurring and one-time charges disclosed on your service order and applicable taxes, government-imposed fees, and authorized pass-through charges. Billing timing, payment method, late fees, returned-payment fees, collection charges, installation fees, and other charges will be as disclosed on the service order, invoice, pricing disclosure, or other applicable written notice, subject to applicable law.

Crowsnest will investigate good-faith billing disputes. You should notify us promptly of a disputed charge. Nothing in this Agreement limits rights that cannot lawfully be waived.

11. Term, Changes, Suspension, and Termination

Unless a service order states otherwise, residential service is month-to-month. Either party may terminate service subject to the notice requirements stated in the service order or applicable law.

Crowsnest may suspend or terminate service for nonpayment, fraud, unlawful use, material violation of this Agreement or incorporated policies, threats to network security or integrity, abuse of personnel, unsafe premises, or other material risk to Crowsnest, its customers, or third parties. When practical and legally appropriate, Crowsnest may provide notice and an opportunity to cure.

Crowsnest may update these Terms for operational, legal, regulatory, security, or business reasons. Material changes will be communicated in a manner reasonably designed to provide notice as required by applicable law. The effective date and version will be posted with the Terms. Where affirmative re-consent is legally required or Crowsnest elects to obtain it, continued service alone will not substitute for that required consent.

11A. Refusal, Suspension, and Termination of Service

To the extent permitted by applicable law, Crowsnest reserves the right to refuse to establish, or to decline to continue, a business relationship with any person or entity when Crowsnest reasonably determines that doing so would present a safety, security, operational, legal, financial, or other material business concern.

Crowsnest may suspend or terminate service, with or without prior notice when circumstances reasonably require, if a customer:

• violates these Terms;
• violates the Acceptable Use Policy;
• violates other applicable Crowsnest service policies;
• misuses or abuses Crowsnest service;
• damages, disrupts, attacks, interferes with, or threatens the Crowsnest network, systems, facilities, equipment, or services;
• interferes with service provided to other customers;
• engages in fraudulent or unlawful activity involving Crowsnest service;
• creates a material security, safety, operational, or network risk; or
• otherwise materially abuses the service or the customer relationship.

Crowsnest may take immediate action without advance notice when reasonably necessary to:

• protect employees or contractors;
• protect customers;
• protect the network;
• protect facilities or equipment;
• prevent or limit damage;
• address a cybersecurity or network-security threat;
• respond to unlawful activity; or
• respond to seriously abusive or threatening conduct.

Suspension or termination does not relieve the customer of responsibility for charges or other obligations incurred before the suspension or termination.

11B. Abusive or Threatening Conduct Toward Crowsnest Personnel

Crowsnest will not tolerate abusive, threatening, harassing, intimidating, or violent conduct directed toward Crowsnest employees, contractors, representatives, or agents. This applies regardless of whether the conduct occurs in person, at a customer’s property, at a Crowsnest location, by telephone, by voicemail, by email, by text message, through other electronic communications, through social media or other communications directed at Crowsnest personnel, or by other means.

Such conduct includes verbal abuse, threats, harassment, intimidation, repeated seriously abusive communications, physical aggression, violence, threats of violence, and conduct creating a reasonable safety concern.

Crowsnest may refuse, restrict, suspend, or terminate service when a customer, account holder, occupant, representative, or other person acting in connection with the customer’s account engages in such conduct.

This section does not make ordinary complaints, criticism, disagreement, or a customer simply being upset a violation of these Terms. Its purpose is to protect Crowsnest personnel from genuinely abusive, threatening, harassing, intimidating, or unsafe conduct, not to prevent customers from raising legitimate concerns.

12. Acceptable Use and Network Protection

You must comply with Crowsnest’s then-current Open/Acceptable Use Policy and Network Management Policy, which are incorporated by reference. You may not use the Service for unlawful activity, unauthorized access, malicious traffic, spam, infringement, attacks, interference, or conduct that materially harms the network or other users.

Crowsnest may take reasonable technical measures to protect customers, infrastructure, and the Internet ecosystem, including blocking or mitigating malicious traffic, denial-of-service attacks, compromised devices, abuse, or security threats.

13. Service Availability; No SLA Unless Expressly Purchased

Broadband service is provided on a best-effort basis unless a written service order expressly provides a service-level agreement (“SLA”). Speeds and performance may vary due to network conditions, customer equipment, Wi-Fi conditions, Internet congestion outside Crowsnest’s network, maintenance, power failures, force majeure events, or other factors.

Planned or emergency maintenance may temporarily interrupt service. Crowsnest may provide a discretionary or contractually required service credit where applicable. Except for an express SLA or other written commitment, a service credit is the exclusive monetary remedy for an outage or service-performance claim to the maximum extent permitted by law.

13A. Network Maintenance

Crowsnest’s standard network maintenance window is from 12:00 AM to 6:00 AM Eastern Time. Crowsnest may perform planned or unplanned network maintenance, upgrades, repairs, software or firmware changes, fiber or tower work, power work, security response, and other operational activities during this window without advance notice.

Service may be temporarily interrupted or degraded as a result of this work. Service interruptions occurring between 12:00 AM and 6:00 AM Eastern Time as a result of network maintenance are considered maintenance events and not service outages. An interruption during this window that does not result from network maintenance is not treated as a maintenance event merely because of the time at which it occurs.

Crowsnest will make every reasonable effort to provide advance notice of planned maintenance when practical; however, advance notice is not always possible. Emergency or other necessary maintenance may also occur outside the standard maintenance window.

Additional information regarding network management and maintenance practices is contained in the Crowsnest Network Management Policy.

14. Emergency Services, Life-Safety Uses, and Backup

Internet and VoIP services depend on electrical power, network availability, and functioning equipment. Unless Crowsnest expressly agrees otherwise in writing, the Service is not designed or warranted for uninterrupted life-safety, medical monitoring, alarm, fire, elevator, emergency-response, or other mission-critical use. You are responsible for appropriate backup power and alternative communications for such uses.

15. Disclaimer of Warranties

16. Limitation of Liability

Except for liability that cannot lawfully be limited, Crowsnest’s aggregate liability arising out of the Service or this Agreement will not exceed the greater of (a) the amount the Customer paid Crowsnest for the affected Service during the three months immediately preceding the event giving rise to the claim, or (b) $250. This cap does not expand any liability otherwise excluded or released by this Agreement.

The exclusions and limitations in this Agreement apply regardless of the legal theory asserted and even if a remedy fails of its essential purpose, to the maximum extent permitted by law.

17. Customer Indemnification

To the maximum extent permitted by law, you will defend, indemnify, and hold harmless Crowsnest and its members, employees, agents, and contractors from third-party claims, damages, penalties, costs, and reasonable attorneys’ fees arising from: (a) your unlawful or prohibited use of the Service; (b) content or traffic you originate or knowingly facilitate; (c) your infringement or violation of another person’s rights; (d) your breach of your representations concerning authority to install at the premises; or (e) your intentional, reckless, or negligent acts or omissions. This indemnity does not require you to indemnify Crowsnest for Crowsnest’s own negligence unless such indemnification is expressly permitted by applicable law and clearly required by the circumstances.

18. Privacy

Crowsnest handles personal information as described in its Privacy Policy and applicable law. The Privacy Policy is incorporated for disclosure purposes but does not reduce rights or duties imposed by applicable privacy, communications, or data-security law.

18A. Legal Process and Legal Compliance

Crowsnest may comply with applicable law and respond to valid legal process, including subpoenas, court orders, and warrants. Crowsnest evaluates requests it receives and may require legally sufficient process before providing customer information. A request is not, by itself, legal process.

Crowsnest may preserve information when required by applicable law or in response to a legally recognized preservation request or other appropriate legal process. Preservation is separate from disclosure: preserved information is disclosed only where required or permitted by applicable law.

Crowsnest may disclose information where required or permitted by applicable law, including in certain emergencies where applicable law permits disclosure without legal process. The Crowsnest Privacy Policy describes these practices in more detail.

Crowsnest may restrict, suspend, or terminate service where required by applicable law or valid legal process, or as permitted by these Terms and the Acceptable Use Policy, including under the copyright and repeat-infringer provisions of the Acceptable Use Policy.

19. Force Majeure

Crowsnest is not responsible for delay or failure caused by events beyond its reasonable control, including severe weather, fire, flood, lightning, utility failure, fiber cuts, acts of government, war, terrorism, labor disruption, supply-chain interruption, failure of upstream or third-party networks, vandalism, cyberattack, or other comparable events.

20. Governing Law and Venue

Pennsylvania law governs this Agreement, without regard to conflict-of-law principles, except where federal law controls. Subject to any nonwaivable right to another forum, an action arising from this Agreement shall be brought in a court of competent jurisdiction in Pennsylvania in or serving the county where the service location is located or where Crowsnest’s principal office is located.

21. Notices

Notices to Crowsnest may be sent to info@crowsnestbb.net or to the mailing address shown on the Crowsnest website or invoice. Crowsnest may provide notices to you using the email address, mailing address, account portal, invoice message, or other contact method associated with your account, as permitted by law.

22. Entire Agreement; Severability; No Waiver; Assignment

This Agreement, the service order, and expressly incorporated policies constitute the entire agreement concerning the Service, except for a separate written agreement signed by authorized representatives. If a provision is unenforceable, it will be narrowed or severed to the minimum extent necessary and the remainder will continue in effect. Failure to enforce a provision is not a waiver. You may not assign the Agreement without Crowsnest’s consent; Crowsnest may assign it in connection with a merger, reorganization, financing, sale of assets, or transfer of the business, subject to applicable law.

23. Contact

Crowsnest Broadband LLC
Altoona, Pennsylvania
Email: info@crowsnestbb.net
Website: crowsnestbb.net

Crowsnest Broadband LLC • Version 4.4 (amends Approved Version 4.0) • Effective September 2026