Part A — General Terms and Conditions
1. About these Terms
2. Definitions and Interpretation
3. Scope and Services Offered
4. Contract Formation
5. Term, Renewal and Termination
6. Service Delivery, Installation and Activation
7. Quality of Service
8. Tariffs, Billing and Payment
9. Acceptable Use of the Service
10. Prohibited Content and Takedown Obligations
11. Interruption, Suspension and Disconnection
12. Customer Equipment and Security
13. Data Protection and Privacy
14. Warranties and Limitation of Liability
15. Force Majeure
16. Confidentiality
17. Assignment
18. Notices
19. Variation of Terms
20. Complaints Handling
21. Accessibility and Persons with Disabilities
22. Governing Law and Dispute Resolution
23. Language
24. Miscellaneous
Schedule 1 — Institutional Connectivity: Service-specific Terms and SLA
Schedule 2 — Public Hotspot Services: Service-specific Terms
Schedule 3 — Fair Usage Policy
Schedule 4 — Acceptable Use Policy
Schedule 5 — Privacy Notice
Schedule 6 — Quality of Service Parameters
Schedule 7 — Complaints Procedure
These Terms and Conditions ("Terms") set out the legal agreement between Norech Holdings Limited ("Norech", "we", "us", "our") and you, the customer who subscribes to or uses any of our electronic communications services ("you", "your", "Customer"). By signing a Service Order, submitting an application, activating a Service, purchasing a hotspot pass, or otherwise using the Services, you confirm that you have read, understood and accepted these Terms and the applicable Schedules.
Norech Holdings Limited is a private limited company incorporated in the United Republic of Tanzania under the Companies Act, 2002 (Registration Number 163634090; Tax Identification Number 163-634-090), with its registered office at P.O. Box 108, Rock City Mall, Block No. 239, Mwanza. Norech is licensed by the Tanzania Communications Regulatory Authority ("TCRA") to provide application services under the Electronic and Postal Communications Act, Cap. 306.
These Terms are issued in compliance with Regulation 5 of the Electronic and Postal Communications (Consumer Protection) Regulations, 2018 (GN No. 61 of 2018). They are supplemented by the service-specific Schedules attached at the end of this document. To the extent that a Schedule conflicts with this Part A, the Schedule prevails in respect of the Service it governs. Where a mandatory provision of law conflicts with any Term, the mandatory provision prevails.
In these Terms, unless the context otherwise requires, the following expressions have the meanings set out below.
| Term | Meaning |
|---|---|
| "Acceptable Use Policy" or "AUP" | The policy set out in Schedule 4 governing permitted and prohibited use of the Services. |
| "Business Day" | Any day other than a Saturday, Sunday or public holiday declared in Tanzania. |
| "Charges" | The fees payable for the Services as set out in the Service Order, the applicable Schedule or Norech's published tariffs. |
| "Commencement Date" | The date on which the Service is activated or otherwise first made available for use by the Customer. |
| "Customer Equipment" | Any hardware, software, device or cabling owned or controlled by the Customer and used to access or consume the Services. |
| "EPOCA" | The Electronic and Postal Communications Act, Cap. 306 of the Laws of Tanzania, together with its subsidiary regulations. |
| "Fair Usage Policy" or "FUP" | The policy set out in Schedule 3 regulating reasonable consumption on unmetered Services. |
| "Force Majeure Event" | Any event beyond a party's reasonable control, including acts of God, fire, flood, lightning, earthquake, pandemic, war, civil commotion, riot, strike or lawful industrial action, government action, failure of a third-party upstream network, fibre cut caused by third parties, or prolonged nationwide power outage. |
| "Institutional Customer" | A Customer that subscribes to Services under Schedule 1, typically a university, hospital, government office, enterprise, research institution, non-governmental organisation or similar entity. |
| "Licence" | Norech's Application Services Licence issued by TCRA under EPOCA. |
| "Network" | The fixed-wireless, fibre and associated infrastructure owned, operated or contracted by Norech for the delivery of the Services. |
| "Outage" | A period during which a Service is unavailable, excluding scheduled maintenance notified in accordance with these Terms and excluding Force Majeure Events. |
| "PDPA" | The Personal Data Protection Act No. 11 of 2022 and its subsidiary regulations. |
| "Personal Data" | Has the meaning given in the PDPA. |
| "Service Level Agreement" or "SLA" | The service levels set out in Schedule 1 (for Institutional Customers) or otherwise applicable to the Service purchased. |
| "Service Order" | The written or electronic order, quotation, voucher, pass or sign-up record that describes the Service, term, Charges and any Customer-specific variations. |
| "Services" | The institutional connectivity, public hotspot, managed Wi-Fi, value-added and other electronic communications services provided by Norech under these Terms. |
| "TCRA" | The Tanzania Communications Regulatory Authority established under the Tanzania Communications Regulatory Authority Act, Cap. 172. |
| "TZS" | The Tanzanian Shilling, the lawful currency of the United Republic of Tanzania. |
In these Terms: (a) the singular includes the plural and vice versa; (b) references to statutes include subsequent amendments and subsidiary legislation; (c) references to a person include legal persons; (d) headings are for convenience only; and (e) "including", "in particular" and similar expressions are illustrative, not exhaustive.
3.1 Categories of Service
Norech provides the following categories of Service under its Licence, each governed by Part A together with the relevant Schedule:
3.2 Service availability
Services are offered only within Norech's licensed service areas and only where coverage and capacity are technically available. Before you commit to a Service we will inform you of any geographical or technical limitation, consistent with Regulation 7(1) of the Consumer Protection Regulations.
3.3 Third-party dependencies
Some Services rely on upstream transit providers, fibre backhaul, satellite capacity, electrical power, landlord permissions and other third-party inputs. Where a dependency is material we will disclose it before provisioning, and downtime attributable to a disclosed third-party dependency will be handled in accordance with Clause 7 and the applicable SLA.
4.1 Institutional Customers
For Institutional Services a binding contract is formed when the Institutional Customer returns a counter-signed Service Order or when the Service is activated and used, whichever occurs first. These Terms (including Schedule 1) are incorporated by reference into every Service Order.
4.2 Public Hotspot users
For Public Hotspot Services a contract is formed each time you accept these Terms through the captive portal, purchase a pass (voucher, electronic code, mobile-money or other supported payment) and connect to the Service. Each pass constitutes a separate contract limited to the duration of that pass.
4.3 Electronic contracting
Contracts formed electronically — including through captive-portal acceptance, SMS confirmation, email exchange or mobile-money payment — are valid and enforceable under the Electronic Transactions Act, 2015. The electronic record held by Norech is prima facie evidence of the contract and its terms.
4.4 Capacity to contract
You confirm that you are at least 18 years of age or, if a minor, that you use the Service with the consent and under the supervision of a parent or guardian who accepts these Terms on your behalf. Corporate signatories confirm that they have authority to bind the Customer.
5.1 Commencement
The contract commences on the Commencement Date and continues for the term specified in the Service Order (the "Initial Term") unless terminated earlier in accordance with these Terms.
5.2 Contract term
Institutional Services are offered on one, two or three year terms unless otherwise agreed in the Service Order. Public Hotspot Services are offered for the duration of the pass purchased (daily, weekly or monthly).
5.3 Renewal
Unless either party gives at least thirty (30) days' written notice of non-renewal before expiry of the Initial Term, Institutional contracts automatically renew for successive twelve (12) month periods on the then-current published tariffs. Any change in Charges on renewal will be notified at least seventy-two (72) hours in advance in accordance with Regulation 5(5) of the Consumer Protection Regulations. Public Hotspot passes do not auto-renew.
5.4 Termination by the Customer
You may terminate a Service by giving Norech written notice in accordance with Clause 18. Termination takes effect on the later of (a) the date specified in the notice and (b) the expiry of any notice period required by your Service Order.
Early termination of a fixed-term Institutional Service attracts an early-termination charge equal to fifty per cent (50%) of the Charges that would have been payable for the remaining Initial Term, plus any unrecovered installation subsidy or equipment cost disclosed in the Service Order. The method of calculation is stated in the Service Order in accordance with Regulation 5(7)(e) of the Consumer Protection Regulations.
5.5 Termination by Norech
Norech may terminate a Service for cause on written notice if: (a) you fail to pay any undisputed Charges within thirty (30) days of the due date despite a reminder; (b) you materially breach these Terms or the AUP and fail to remedy the breach within fourteen (14) days of written notice; (c) you become insolvent, enter liquidation or have a receiver appointed; (d) Norech is required to terminate the Service by order of TCRA, a court or other competent authority; or (e) Norech ceases to hold a licence that entitles it to provide the Service and cannot lawfully continue. Norech may also terminate or withdraw a Service on not less than ninety (90) days' notice if the Service is discontinued generally, in which case no early-termination charge is payable.
5.6 Consequences of termination
On termination, for whatever reason: (a) the Services will cease; (b) all Charges accrued up to the effective date of termination become immediately due; (c) each party will return or destroy the other's confidential information on request; (d) any Customer Equipment installed by Norech that remains Norech's property must be returned or made available for collection within fourteen (14) days; and (e) any refundable deposit will be refunded in accordance with Clause 5.7.
5.7 Refund of deposits
Where a refundable deposit has been paid, Norech will refund it within thirty (30) days of termination less any sums properly due to Norech (including unpaid Charges, cost of unreturned Equipment and any early-termination charge). The basis of any deduction will be disclosed in writing.
6.1 Site survey and installation
For Institutional Services, Norech will conduct a site survey to confirm feasibility. The Customer will grant Norech and its contractors reasonable access to the premises at agreed times to install, test, maintain and decommission the Service, and will obtain any required landlord consents at the Customer's cost unless otherwise agreed.
6.2 Activation
Norech will use reasonable endeavours to activate Institutional Services within the period stated in the Service Order. Where activation is delayed by reasons attributable to Norech, Clause 7 (Quality of Service) and any applicable SLA credits apply. Where delay is caused by the Customer or by third-party matters outside Norech's control, the activation date will be extended by a reasonable period.
6.3 Acceptance testing
After activation Norech will carry out acceptance tests. If the Customer does not notify Norech of a defect within seven (7) days of activation the Service is deemed accepted.
7.1 Service performance
Norech provides the Services in accordance with the quality-of-service parameters set out in the Electronic and Postal Communications (Quality of Service) Regulations, 2018 (GN No. 21 of 2018), the service-specific targets in Schedule 6 and, for Institutional Customers, the SLA in Schedule 1.
7.2 Advertised speeds
The typical download and upload speeds advertised for a Service are maximum achievable speeds under optimal conditions. Norech commits to an average data-transmission speed of not less than eighty per cent (80%) of the advertised speed, measured over the billing period, consistent with the Fourth Schedule to the Quality of Service Regulations. Actual speeds experienced by the end-user depend on factors including the distance to the access point, the number of concurrent users, Customer Equipment capability, radio interference and upstream network conditions.
7.3 Network availability
Norech targets monthly network availability of at least 99.5% for Institutional Services. Availability is calculated on the basis of the total minutes in the calendar month excluding scheduled maintenance notified in accordance with Clause 7.5 and excluding time lost to Force Majeure Events.
7.4 Latency, loss and related parameters
Norech's internet service targets: round-trip latency not exceeding 85 ms on national paths and 300 ms on international paths; packet-loss ratio below 10⁻³; unsuccessful-data-transmission ratio below 10⁻³; and login success ratio of at least 99% for leased-line services. These are the parameters prescribed in the Fourth Schedule of the Quality of Service Regulations and are reproduced in Schedule 6 of these Terms.
7.5 Scheduled maintenance
Norech will carry out scheduled maintenance during low-traffic windows and will give Customers at least seventy-two (72) hours' advance notice by email, SMS, captive-portal message or posting on www.norech.co.tz. Scheduled maintenance is not counted as an Outage.
7.6 Outage credits
Institutional Customers are entitled to service credits for confirmed Outages as set out in Schedule 1. Service credits are the Customer's sole financial remedy for Outages. Public Hotspot users are not entitled to outage credits but may seek a pro-rated refund in accordance with Schedule 2.
8.1 Tariffs
Current tariffs and service-arrangement details for every Service are available in printed and electronic form at our customer-care centres and on www.norech.co.tz, in accordance with Regulation 5(1)(a) of the Consumer Protection Regulations. Tariffs are quoted in TZS and, where applicable, are exclusive of Value Added Tax, excise duty and any other lawful levies, which are payable by the Customer.
8.2 Billing cycle
Institutional Customers are billed monthly in advance. Norech will issue a bill within thirty (30) days of the end of each billing period in accordance with Regulation 9(4) of the Consumer Protection Regulations. Each bill will show: (a) the Customer's billing name and address; (b) Norech's name, address and registration number; (c) a unique bill reference; (d) the billing period; (e) a description of the Charges; (f) the total amount and any credits, discounts or payments; (g) the date of issue and due date; (h) accepted methods of payment; and (i) a contact for billing enquiries and complaints.
8.3 Payment
Payment is due within fourteen (14) days of the bill date unless a different period is stated in the Service Order. Payment may be made by bank transfer, mobile money, card or such other methods as Norech supports. Payment acknowledgement will be included on the next bill or provided on request.
8.4 Late payment
Overdue amounts attract interest at the Bank of Tanzania indicative lending rate plus three (3) percentage points per annum, calculated daily from the due date until paid. Where an amount remains unpaid after a written reminder, Norech may suspend the Service after giving the Customer reasonable advance warning, and may disconnect the Service if non-payment continues. Any suspension or disconnection will be proportionate and, where technically feasible, confined to the affected Service, consistent with Regulation 9(7) of the Consumer Protection Regulations.
8.5 Billing disputes
If you dispute a bill in whole or in part, notify us within thirty (30) days of the bill date with the reasons and any supporting evidence. Disputed amounts will not attract interest or suspension pending resolution, provided undisputed amounts are paid on time. Norech retains records of each Customer's bills and related charges for at least twelve (12) months in accordance with Regulation 9(1)(b) of the Consumer Protection Regulations.
8.6 No charge for bills or complaints
Norech will not charge you for issuing a bill, for billing-related information, for complaints or for access to our complaints-handling process, in accordance with Regulation 9(3) and Regulation 11(3) of the Consumer Protection Regulations.
8.7 Deposits
Norech may require a refundable deposit for certain Services, which will be stated in the Service Order together with any conditions for refund.
8.8 Changes to Charges
Any upgrade, migration or change to the Charges, service performance or tariff will be notified to the Customer at least seventy-two (72) hours before it takes effect, consistent with Regulation 5(5) of the Consumer Protection Regulations. Where an increase is material, Institutional Customers may terminate the affected Service without early-termination charge by written notice given within thirty (30) days of the change-notification.
9.1 Compliance with law
You must use the Services in accordance with these Terms, the AUP in Schedule 4 and all applicable laws of Tanzania including EPOCA, the Cybercrimes Act, 2015, the Electronic and Postal Communications (Online Content) Regulations, 2020 (as amended in 2025), the PDPA and any other applicable written law.
9.2 Prohibited activities
You must not use the Services for any activity that is unlawful under the Cybercrimes Act, 2015 or any other applicable law. Without limitation, you must not: (a) gain unauthorised access to any computer system or data; (b) intercept, interfere with or damage any computer system, data or communication; (c) engage in data espionage, computer fraud or forgery; (d) produce, distribute or publish child sexual abuse material or other prohibited content; (e) publish false information knowingly likely to cause public harm; (f) use the Service to send spam or unsolicited commercial communications in breach of Regulation 7(4) of the Consumer Protection Regulations; (g) use the Service to conduct cyber-bullying, stalking, harassment, hate speech or incitement; (h) infringe the intellectual-property rights of any person; (i) use the Service for unlicensed voice or bulk-SMS termination; (j) use the Service in any way that damages, disables, overburdens or impairs the Network or any third-party network; or (k) aid, abet, counsel or procure any of the foregoing.
9.3 Protection of minors
If the Service is used by a minor, the Customer, parent or guardian is responsible for ensuring appropriate supervision. Norech offers content-filtering options and parental-control guidance at customer-care centres and on the captive portal. Age-appropriate filtering may be required in certain Institutional deployments (schools, libraries) and will be specified in the Service Order.
9.4 Your responsibility for users
An Institutional Customer is responsible for the use of the Service by its employees, students, patients, invitees and other persons to whom it provides access. The Customer will establish and enforce its own acceptable-use rules consistent with these Terms and will cooperate with Norech in investigating any reported breach.
9.5 Consequences of misuse
Breach of this Clause 9 or the AUP may result in immediate suspension of the Service under Clause 11, termination under Clause 5.5, referral to law-enforcement agencies and a civil claim for damages and costs, in addition to any criminal liability that may apply to you under law.
10.1 Notice-and-takedown
In accordance with Regulations 10 and 11 of the Electronic and Postal Communications (Online Content) Regulations, 2020 (as amended in 2025) and sections 41 to 45 of the Cybercrimes Act, 2015, Norech operates a notice-and-takedown procedure. If Norech receives an order from TCRA, a court or other competent authority, or a credible notification from an affected person, that content accessible through the Service is prohibited content, Norech will take all reasonable steps to prevent access to that content.
10.2 Two-hour removal obligation
Where content is hosted by an Institutional Customer or published by a Customer through the Service, the Customer must remove the content within two (2) hours of being notified by Norech, TCRA or the affected person. If the Customer fails to do so, Norech may suspend or terminate the Customer's access and, where lawfully required, report the matter to the relevant authority.
10.3 Limitation of Norech's liability
Norech acts as an access provider and does not pre-screen user-generated content. In accordance with sections 41 and 45 of the Cybercrimes Act, 2015, Norech is not liable for information transmitted, cached or stored on behalf of users provided it takes reasonable action on receipt of a valid takedown notice or order.
11.1 Grounds for suspension or disconnection
Norech may interrupt, suspend or disconnect a Service where: (a) required by law or by order of TCRA, a court or other competent authority; (b) necessary to protect the integrity, security or continuity of the Network or of third-party networks; (c) the Customer is in breach of Clauses 8 (payment), 9 (acceptable use) or 10 (prohibited content); (d) to perform emergency maintenance; or (e) the Service is affected by a Force Majeure Event.
11.2 Proportionality and notice
Suspension or disconnection measures will be proportionate, not unduly discriminatory and confined to the Service concerned so far as technically feasible. Except where immediate action is necessary for safety, legal compliance or network security, Norech will give the Customer reasonable advance notice of any suspension or disconnection.
11.3 Reconnection
After a suspension for non-payment Norech will reconnect the Service within one (1) Business Day of receipt of cleared payment of the overdue sum and any reconnection fee disclosed in the tariff.
12.1 Equipment ownership and maintenance
Customer Equipment is the Customer's property and responsibility. Norech-provided equipment (such as outdoor units, routers and access points supplied on loan or lease) remains Norech's property and must be kept in good order, used only for the Services and returned on termination.
12.2 Type approval
Any radio or communications equipment connected to the Network must hold a valid type-approval certificate issued by TCRA or accepted by TCRA under EPOCA. Non-compliant equipment may be disconnected.
12.3 Account security
You are responsible for keeping your account credentials, passwords, vouchers, SIM-equivalent identifiers and any access tokens secure. You must notify Norech without delay if you suspect unauthorised use of your account. Norech is not liable for loss arising from a Customer's failure to secure credentials, except to the extent caused by Norech's negligence.
13.1 Role as data controller
For the purposes of the PDPA, Norech is the data controller in respect of Personal Data it collects from you for the provision, billing, operation, security and improvement of the Services. Norech is registered with the Personal Data Protection Commission ("PDPC") and complies with the PDPA, the Personal Data Protection (Personal Data Collection and Processing) Regulations, 2023 and the Personal Data Protection (Complaints Settlement Procedures) Regulations, 2023.
13.2 Data Protection Officer
Norech has appointed a Data Protection Officer ("DPO") in accordance with the PDPA. The DPO may be contacted at dpo@norech.co.tz or at the registered office address.
13.3 Privacy Notice
The categories of Personal Data we collect, the purposes and legal bases for processing, the retention periods, the recipients of Personal Data, the procedures for cross-border transfer and the rights of data subjects are set out in our Privacy Notice at Schedule 5, which forms part of these Terms.
13.4 Security breach notification
If Norech becomes aware of a security breach affecting Personal Data or the Network, Norech will, in addition to its obligations under the PDPA, report the incident to the Tanzania Computer Emergency Response Team ("TZ-CERT") and, where required, to the PDPC, and will notify affected Customers without undue delay.
13.5 Lawful interception and requests from authorities
Norech complies with lawful requests for information made by courts, TCRA, the police or other competent authorities under EPOCA, the Cybercrimes Act, 2015 and other applicable law. Where not prohibited by law, Norech will use reasonable endeavours to inform the affected Customer.
13.6 Transfer of Personal Data
Personal Data may be transferred outside Tanzania only in accordance with the terms and conditions agreed with you, with TCRA or PDPC approval where required, or where the transfer is otherwise permitted by applicable law.
14.1 Service warranty
Norech warrants that it will provide the Services with reasonable skill and care and in accordance with the quality-of-service parameters set out in these Terms and the Quality of Service Regulations. All other warranties, conditions and representations (whether express or implied) are excluded to the fullest extent permitted by law.
14.2 Liability cap
Subject to Clause 14.4, each party's total aggregate liability to the other under or in connection with the contract in any twelve (12) month period is limited to the greater of (a) the Charges paid or payable by the Customer to Norech in that twelve (12) month period in respect of the affected Service, and (b) TZS 10,000,000.
14.3 Indirect loss excluded
Neither party is liable to the other, whether in contract, tort (including negligence), breach of statutory duty or otherwise, for any loss of profit, loss of revenue, loss of business, loss of data (save to the extent recoverable under the PDPA), loss of goodwill or any indirect, special or consequential loss.
14.4 Liability not excluded
Nothing in these Terms limits or excludes either party's liability for: (a) death or personal injury caused by negligence; (b) fraud or fraudulent misrepresentation; (c) breach of the PDPA to the extent that exclusion is not permitted by that Act; or (d) any other liability that cannot lawfully be limited or excluded.
14.5 Customer indemnity
The Customer indemnifies Norech against all losses, damages, penalties and reasonable legal costs arising from: (a) the Customer's breach of Clauses 9 or 10; (b) content transmitted, hosted or published by or through the Customer's account in breach of law; and (c) claims by third parties arising from the Customer's use of the Service.
Neither party is liable for any failure or delay in performance caused by a Force Majeure Event. The affected party will notify the other as soon as practicable and will use reasonable endeavours to mitigate the effect. If a Force Majeure Event continues for more than sixty (60) consecutive days, either party may terminate the affected Service on written notice, without further liability save for amounts accrued up to the date of termination.
Each party will keep the other's confidential information confidential, use it only for the purpose of performing the contract and protect it with at least the same degree of care it uses for its own confidential information. This Clause does not apply to information that is or becomes public other than through breach of this Clause, was already lawfully known, is independently developed, or is required to be disclosed by law or by order of a competent authority.
The Customer may not assign, novate or otherwise transfer its rights or obligations under the contract without Norech's prior written consent, which will not be unreasonably withheld. Norech may assign or novate the contract to a subsidiary, a purchaser of all or part of its business, or to another licensed operator with TCRA's consent where required.
Notices under these Terms must be in writing. Notices to the Customer may be sent to the address, email, phone number or captive-portal account registered in the Service Order. Notices to Norech must be sent to: Norech Holdings Limited, P.O. Box 108, Mwanza, or to legal@norech.co.tz. Notices are deemed received: (a) on delivery if by hand; (b) two (2) Business Days after posting; and (c) on transmission if by email, unless the sender receives a non-delivery notification.
Norech may vary these Terms, the Schedules, the Charges or the Services by giving the Customer not less than seventy-two (72) hours' advance notice in accordance with Regulation 5(5) of the Consumer Protection Regulations. Notice may be given by email, SMS, captive-portal message, written notice on the bill or posting on www.norech.co.tz. Continued use of the Service after the effective date of a variation constitutes acceptance of the variation. Where a variation materially disadvantages an Institutional Customer, that Customer may terminate the affected Service without early-termination charge by written notice given within thirty (30) days of the change-notification.
20.1 How to complain
Norech maintains a complaints-handling process that is free of charge and accessible to all Customers, consistent with Regulation 11 of the Consumer Protection Regulations. Full details are in Schedule 7. Complaints may be lodged by: (a) calling our 24-hour customer care centre on [•]; (b) emailing support@norech.co.tz; (c) visiting any walk-in customer-care centre; or (d) using the customer portal on www.norech.co.tz.
20.2 Response and escalation
Norech will acknowledge a complaint on receipt, assign a reference number and use reasonable endeavours to resolve the complaint within the target times set out in Schedule 7. If you are not satisfied with the first-line response, you may escalate to the designated escalation officer. Norech will inform you of the outcome of the escalation process and of any further internal remedy available.
20.3 Referral to TCRA
If your complaint is not resolved to your satisfaction within thirty (30) days of being communicated to Norech, you may refer the complaint to TCRA by completing the Complaints Form prescribed in the Schedule to the Consumer Protection Regulations. A copy of the form is reproduced in Schedule 7. Complaints must be lodged with TCRA within six (6) months of the event giving rise to the complaint. Nothing in these Terms limits your right under the PDPA to refer a data-protection complaint to the PDPC.
In accordance with Regulations 13(2) and 14 of the Consumer Protection Regulations, all Norech walk-in customer-care centres provide access and facilities for persons with disabilities. Information on the Services, tariffs and complaints handling is available in formats suitable for persons with visual or hearing impairment on request. If you require accessibility support, please contact our customer-care centre.
22.1 Governing law
These Terms are governed by, and will be construed in accordance with, the laws of the United Republic of Tanzania.
22.2 Sector dispute resolution
Disputes arising out of or in connection with the provision of the Services (including billing, quality-of-service and consumer-protection issues) will first be handled through Norech's internal complaints process under Clause 20, and may thereafter be referred to TCRA for determination in accordance with Regulation 11 of the Consumer Protection Regulations.
22.3 Courts
Subject to Clause 22.2 and to any lawful arbitration the parties may agree in writing, the courts of Tanzania have exclusive jurisdiction to determine any dispute arising out of or in connection with these Terms.
These Terms are issued in English. A Kiswahili translation is available on request and at our customer-care centres in accordance with Regulations 5(2) and 10(2) of the Consumer Protection Regulations. In the event of conflict between the English and Kiswahili versions, the English version shall prevail, unless the Customer elects in writing before signing the Service Order to have the Kiswahili version prevail.
24.1 Entire agreement
These Terms, the applicable Schedules and any Service Order constitute the entire agreement between the parties in relation to the Services and supersede all prior negotiations, representations and understandings.
24.2 Severability
If any provision of these Terms is held unlawful or unenforceable, it will be severed to the minimum extent necessary and the remaining provisions will continue in full force and effect.
24.3 No waiver
Failure or delay in enforcing a right under these Terms is not a waiver of that right.
24.4 No partnership
Nothing in these Terms creates a partnership, joint venture or agency between the parties.
24.5 Rights of third parties
Except where expressly stated, nothing in these Terms confers rights on any person who is not a party.
24.6 Counterparts
Any Service Order may be executed in counterparts, which together constitute one agreement, and may be signed electronically under the Electronic Transactions Act, 2015.
Norech provides Institutional Customers with dedicated, symmetric, high-bandwidth internet and data connectivity through a combination of fibre backhaul and licensed or licence-exempt fixed-wireless last-mile technology. Committed bandwidth, contention ratio (where applicable), Service Address, technology used, installation requirements and any redundancy options are specified in the Service Order. Every Institutional Service is accompanied by this service-level commitment, issued in compliance with the Electronic and Postal Communications (Licensing) (Amendment) Regulations, 2025 which require licensees to execute service-level agreements with corporate and directly-connected customers.
Institutional Services are offered on one, two or three year terms as specified in the Service Order, renewable in accordance with Clause 5.3 of Part A.
Norech commits to monthly network availability of at least 99.5% measured at the Customer's demarcation point. Availability is calculated as:
Availability (%) = (Total Minutes in Month − Excluded Minutes − Downtime Minutes) / (Total Minutes in Month − Excluded Minutes) × 100
Excluded Minutes means scheduled maintenance notified at least 72 hours in advance, Force Majeure Events, outages caused by the Customer (including Customer Equipment failure, loss of Customer power, loss of Customer-side cabling or willful damage) and outages caused by third-party dependencies disclosed in the Service Order.
Norech classifies Incidents by severity and commits to the following response and resolution targets for Institutional Customers:
| Severity | Definition | Response target | Resolution target |
|---|---|---|---|
| Critical | Total loss of Service or loss affecting critical business operations (e.g. hospital, data centre, core university service) | 1 hour | 4 hours |
| High | Significant degradation of Service or partial loss affecting more than 50% of users | 4 hours | 24 hours |
| Medium | Minor degradation; most users unaffected; workaround available | 8 hours | 48 hours |
| Low | General enquiry or cosmetic issue with no service impact | 24 hours | 5 Business Days |
Response time is the interval from Customer notification of the Incident to Norech's first substantive response. Resolution time is the interval from notification to restoration of service or delivery of an agreed workaround.
Norech will deliver internet performance no worse than the following targets, consistent with the Fourth Schedule of the Quality of Service Regulations:
| Parameter | Target | Measurement |
|---|---|---|
| Average data-transmission speed achieved | ≥ 80% of advertised speed | Measured over the billing period, separately for download and upload, against a designated test server |
| Round-trip latency (national) | ≤ 85 ms | ICMP echo request/reply to a national reference point |
| Round-trip latency (international) | ≤ 300 ms | ICMP echo request/reply to an international reference point |
| Packet-loss ratio | < 10⁻³ | Ratio of packets lost to total packets transmitted between two designated points |
| Unsuccessful data-transmission ratio | < 10⁻³ | Ratio of unsuccessful data transmissions to total attempts in a specified period |
| Login success ratio (leased line) | ≥ 99% | Percentage of successful login attempts |
Where monthly availability falls below 99.5% as a result of a confirmed Outage, the Customer is entitled to a service credit against the monthly recurring Charge for the affected Service, calculated as follows:
| Monthly availability achieved | Service credit (% of monthly recurring Charge) |
|---|---|
| ≥ 99.5% | 0% |
| ≥ 99.0% and < 99.5% | 5% |
| ≥ 98.0% and < 99.0% | 10% |
| ≥ 95.0% and < 98.0% | 20% |
| < 95.0% | 30% (maximum) |
The maximum aggregate service credit in any billing month will not exceed 30% of the monthly recurring Charge for the affected Service. Service credits are the Customer's sole and exclusive financial remedy for failure to meet the availability target and are applied to the next bill following the end of the month to which the credit relates. To claim a service credit the Customer must submit a written request within thirty (30) days of the end of the month, quoting the Incident reference number.
Upgrades or downgrades of committed bandwidth may be requested in writing and will take effect within a reasonable period once commercial and technical terms have been agreed. Changes that require site works will be charged on a cost-recovery basis disclosed in advance. Termination is governed by Clause 5 of Part A; early termination attracts the charge described in Clause 5.4.
The Public Hotspot Service provides fixed-wireless Wi-Fi internet access in designated public areas operated by Norech. Users purchase a time-based pass and connect by accepting these Terms on the captive portal.
The following passes are offered on the Norech hotspot network. Prices are in TZS and may be varied on not less than 72 hours' notice in accordance with Clause 19 of Part A.
| Pass | Price (TZS) | Description |
|---|---|---|
| Daily Pass | 2,000 | 24 hours of unlimited access from time of first connection, subject to the Fair Usage Policy (Schedule 3). |
| Weekly Pass | 10,000 | 7 days of unlimited access, subject to the Fair Usage Policy. |
| Monthly Pass | 30,000 | 30 days of unlimited access, subject to the Fair Usage Policy. |
| Student Pass | Listed price less 20% | Twenty per cent (20%) discount available to users who verify a valid Tanzanian student identification. |
| Bulk/Corporate Pass | On quotation | Volume discounts for Institutional Customers, schools, hostels and event organisers on request. |
Typical achievable speeds on the Public Hotspot Service are between 10 Mbps and 50 Mbps download, subject to network conditions, distance from the access point, Customer Equipment capability, network congestion and the Fair Usage Policy. Norech will use reasonable endeavours to deliver average throughput at or above 80% of the advertised typical speed in line with the Quality of Service Regulations, measured over the pass period.
Access is granted on acceptance of these Terms at the captive portal and on successful payment. Each pass is single-user; sharing of login credentials, vouchers or device-pool authentication in a way that circumvents the intended pass limit is a breach of the AUP. Age-appropriate content filtering is available on request; by default, Norech filters content classified as prohibited content under the Online Content Regulations and the Cybercrimes Act.
Passes are time-based and non-transferable. Unused time on a pass expires at the end of the pass period and is not refundable, save that where the Hotspot service at a specific location is unavailable for more than 24 consecutive hours on a Monthly Pass, or more than 6 consecutive hours on a Weekly Pass, the user may request a pro-rated credit or refund by contacting customer care. No refund will be issued for unavailability caused by Force Majeure, Customer Equipment failure, or scheduled maintenance notified in accordance with these Terms.
Hotspot passes are sold as unlimited data subject to the Fair Usage Policy in Schedule 3. Norech may throttle, prioritise or shape traffic during periods of congestion to preserve service quality for other users. Users who consistently consume resources disproportionate to typical retail use may be moved to an appropriate commercial tariff or have their pass suspended.
A user's access may be suspended or revoked without refund where the user breaches this Schedule, the AUP or any applicable law, or where TCRA, a court or another competent authority orders suspension. Norech will endeavour to notify the user through the captive portal or by SMS where contact details are available.
This Fair Usage Policy ("FUP") ensures that Services sold on an unmetered or unlimited-usage basis remain fair and usable for all Customers. It is referenced in and forms part of these Terms.
This FUP applies to the Public Hotspot Service (Schedule 2) and to any Institutional Service sold on an uncontended but unmetered basis. Dedicated-bandwidth Institutional Services ordered on a committed-information-rate basis are not subject to per-user volume thresholds under this FUP.
Services are intended for normal personal, educational or business use consistent with the Service description. Atypical consumption that materially degrades service for other users, or that amounts to commercial resale or infrastructure substitution, is not within the intended use of the Service.
Norech publishes indicative monthly-equivalent consumption thresholds at www.norech.co.tz and at customer-care centres. These thresholds are indicative and will be updated from time to time with at least 72 hours' prior notice. Where a user's consumption materially exceeds the threshold applicable to the pass class, Norech may apply one or more of the following measures:
Norech will publish current indicative thresholds, typical peak hours, and any traffic-management practices in use at each site. Any user who believes a traff
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