- Rates and Fees
- Taxes and Tariffs
- Terms and Conditions
- Statement of Nondiscrimination
- Statements of Compliance
- Protecting Our Customers’ Privacy Online
- Broadband Internet Service Network Management Policy
- Acceptable Use Policy
Terms and Conditions
- GENERAL TERMS
When you, the Customer, purchase any of the Twin Lakes services(individually referred to as “Service” or collectively as “Services”), you agree to these Terms and Conditions of Service located at Twin Lakes’ website: www.twlakes.coop, and incorporated herein by reference. Other restrictions, terms and conditions for the individual Services may also apply.
Twin Lakes offers each of the following Services subject to these Terms and Conditions of Service:
Bundled Services (packages include Telephone, Internet & Video)
The Services are available to residential and small/home business Customers in select areas. For purposes of these Terms and Conditions of Service, small/home business is defined as single line.
* Terms and Conditions of Service are also available in paper form or email upon written request to: Twin Lakes Telephone Cooperative – Jamie Meadows, Customer Service Manager, POB 67, Gainesboro, TN 38562 or by email by emailing firstname.lastname@example.org
- Service Contracts/Entire Agreement
Your signed and executed Service Contract for the Services, these Terms and Conditions of Service, any additional Terms, Policies, or Tariffs for the individual Services and the rates for the Services as provided to you upon request, constitute the entire agreement between you as the Customer, and Twin Lakes Telephone Cooperative and its affiliates (“Agreement”) for the purchase of the Services from Twin Lakes Telephone Cooperative.
This Agreement is binding upon you, the Customer, and governs your use of Twin Lakes’ services, superseding any prior agreements between you and Twin Lakes and any and all prior or contemporaneous statements, understandings, writings, commitments, or representations concerning its subject matter. No amendment to this Agreement shall be binding upon Twin Lakes unless and until posted.
- Other Terms and Policies Incorporated Herein By Reference
These Terms and Conditions of Service include, and incorporate herein by reference, all additional Terms, Policies and Tariffs for each of the individual services offered by Twin Lakes.
- Fees and Charges
You agree to pay all charges and fees associated with the use of the Services offered by Twin Lakes, which charges may include, without limitation, monthly service fees, charges for the use of Twin Lakes’ equipment, installation charges, charges for service calls and other charges. Twin Lakes shall have the right to change the amount of fees and charges from time to time at its discretion and upon reasonable advance notice. Monthly service, equipment and other fees shall be payable monthly in advance. Installation and other charges will be billed according to our then current billing policies. Your Twin Lakes invoice may also contain charges for other services provided by us or our subsidiaries or affiliates. If we receive partial payment of any such invoices, we will apply such payment in the amounts and proportions to the outstanding charges as we determine. Our acceptance of any partial payment by you does not mean that we waive our rights to collect the full balance owed to us.
You are responsible for, and shall pay, any applicable federal, state, provincial, municipal, local or other governmental sales, use, excise, value-added, personal property, public utility or other taxes, fees or charges now in force or enacted in the future, that arise from or as a result of your subscription or use or payment for the Service. Such amounts are in addition to payment for the Service. If you are exempt from payment of such taxes, you shall provide Twin Lakes with an original certificate that satisfies the applicable legal requirement attesting to tax-exempt status. Tax exemption will only apply from and after the date Twin Lakes receives such certificate.
- Termination/Discontinuance of Service
Twin Lakes reserves the right to suspend or discontinue providing its Services generally, or to terminate your Service, at any time in its sole discretion. If Twin Lakes discontinues providing its Services generally, or terminates your Service in its discretion without a stated reason, you will only be responsible for charges accrued through the date of termination, including a pro-rated portion of the final month’s charges. If your Service is terminated for any stated reason, including without limitation violation of your Agreement, including these Terms and Conditions, or because of any improper use of the Service (such as, but not limited to, your attempts to disrupt or misuse the Service or your acts or omissions that violate any acceptable use policy of Twin Lakesor of a third party provider to which Twin Lakesis subject), you will be responsible for the full month’s charges to the end of the current term, including without limitation unbilled charges, disconnect fees, and equipment charges as set forth herein these Terms and Conditions, all of which immediately become due and payable. Other fees may also apply.
- Disconnect Fees
In addition, labor charges and/or service order charges may be incurred if any on-premises or central office work is performed to restore any of the services offered by Twin Lakes where such services are disconnected for non-payment, as defined below:
A. The Customer will incur labor and/or service charges if Twin Lakes performs on-premise or central office work to restore any of the services offered by Twin Lakes due to Customer moving or changing their location.
B. The Customer will incur labor and/or service charges if Twin Lakes performs on-premise or central office work to restore any of the Services due to disconnection as a result of non-payment.
C. The Customer will incur labor and/or services charges if a Twin Lakes technician is required to come out on a trouble call and the Customer does not have the inside wire maintenance plan and if the trouble is not found in Twin Lakes equipment.
Applicable fees apply based on the services.
- SERVICE SPECIFIC TERMS
- Video Plans
Twin Lakes Video Service plans are subject to these Terms and Conditions of Service. Customers receiving video services must enter a two (2) year service commitment.
- Telephone Service Plans
Twin Lakes Telephone Service plans are subject to the applicable tariff in conjunction with these Terms and Conditions of Service. Not withstanding the foregoing, nothing herein these Terms and Conditions of Services are intended to be in conflict with or to supersede applicable tariff terms and conditions.
- Internet Plans
Twin Lakes Internet Service plans are subject to these Terms and Conditions of Service. Customer may sign up for Twin Lakes’ Worry Free Plan, which includes modem maintenance, and will have a mandatory one (1) year service commitment. The modem fee is waived under the Worry Free Plan.
- BUNDLED SERVICES
If you purchase a Twin Lakes Service Bundle, you must select Twin Lakes as your provider for each of the individual services offered in the bundle. Purchase of a Service Bundle requires you to commit to a twenty-four (24)-month term for the services.
Services in the Bundled Service Packages include domestic, direct-dialed calls only. If any individual service in the Service Bundle is dropped, savings no longer apply. Customers with a credit limit, non-basic block or toll block on their existing services are not eligible to purchase a Twin Lakes Service Bundle. All other Twin Lakes accounts must be current at enrollment for a Service and the Customer must maintain a good payment history to keep the Service Bundle. You will incur penalty charges in the event of disconnection for non-payment. Services require the Customer to have the same billing name and address for all of the services offered within each Service Bundle.
- Service Bundle Terms/Early Termination for Term Commitment Services
Twin Lakes offers Bundled Services on a term commitment basis for a term specified in your individual Service Contract (“Term Commitment”). Bundled Services are offered on a twenty-four (24) month basis.
- Twenty (24) Month Service Bundle Term
Customers purchasing the twenty-four month Term Commitment will be billed in advance on their first month’s bill along with an applicable activation fees.
- Early Termination of the Service Bundle Term
In the event that you terminate your Service Bundle prior to expiration of the term, you may be subject to an early termination fee. In addition to any applicable Early Termination Fees, you will be required to pay applicable equipment charges. Other charges may also apply. Customers may migrate between Services without early termination penalties or additional charges; however, your Term Commitment will be renewed.
Once your Term Commitment has expired, Twin Lakes may give you the option to enter into a new agreement for a new Term Commitment subject to the terms and conditions of the Term Commitment and Services in effect at that time. Term Commitment subscribers who move to a new location may sign up for a new Term Commitment at the new location of the Service Bundle, where available. Your existing Term Commitment cannot be carried over to a new service location.
If you terminate a Service prior to the end of a calendar month, you will be responsible for the prorates, as well as any other applicable fees, including without limitation unbilled charges, disconnect fees, equipment charges and Early Termination Fees, all of which immediately become due and payable. Expiration of the term or termination of the service does not excuse the Customer from paying all unpaid, accrued charges due in relation to the Agreement. Failure to pay the full bundle price in any calendar month is grounds for automatic termination of the bundle, and applicable Early Termination Fees, equipment charges, and other fees and penalties may apply.
- CUSTOMER RESPONSIBILITIES AND LIMITATIONS ON LIABILITY
- Prohibited Uses
You agree to use the Services only for lawful purposes. This means that you agree not to use them for transmitting or receiving any communication or material of any kind when in Twin Lakes’ sole judgment the transmission, receipt or possession of such communication or material (i) would constitute a criminal offense, give rise to a civil liability, or otherwise violate any applicable local, state, national or international law or (ii) encourages conduct that would constitute a criminal offense, give rise to a civil liability, or otherwise violate any applicable local, state, national or international law.
Twin Lakes reserves the right to terminate your Service immediately and without advance notice if Twin Lakes, in its sole discretion, believes that you have violated the above restrictions, leaving you responsible for the full month’s charges to the end of the current term, including without limitation unbilled charges, plus a disconnect fee, all of which immediately become due and payable. You are liable for any and all use of the Service by yourself and by any person making use of the Service provided to you, and agree to indemnify and hold harmless Twin Lakes against any and all liability for any such use. If Twin Lakes, in its sole discretion believes that you have violated the above restrictions, Twin Lakes may forward the objectionable material, as well as your communications with Twin Lakes and your personally identifiable information to the appropriate authorities for investigation and prosecution and you hereby consent to such forwarding.
- Limitation of Liability
Twin Lakes shall not be liable for any delay or failure to provide the Service, at any time or from time to time, or any interruption or degradation of voice quality that is caused by any of the following:
1.) act or omission of an underlying carrier, service provider, vendor or other third party;
2.) equipment, network or facility failure;
3.) equipment, network or facility upgrade or modification;
4.) force majeure events such as (but not limited to) acts of god; strikes; fire; war; riot; government actions;
5.) equipment, network or facility shortage;
6.) equipment or facility relocation;
7.) Service, equipment, network or facility failure caused by the loss of power to Customer;
8.) outage of Customer’s ISP or broadband service provider;
9.) act or omission of Customer or any person using the Twin Lakes’ Service(s) provided to Customer; or
10.) any other cause that is beyond Twin Lakes’ control, including without limitation a failure of or defect in any device, the failure of an incoming or outgoing communication, the inability of communications to be connected or completed, or degradation of voice quality.
Twin Lakes’ aggregate liability for (i) any failure or mistake; (ii) any claim with respect to Twin Lakes’ performance or nonperformance hereunder or (iii) any Twin Lakes’ act or omission in connection with the subject matter hereof shall in no event exceed service charges with respect to the affected time period.
- Disclaimer of Damages
IN NO EVENT SHALL TWIN LAKES, ITS OFFICERS, DIRECTORS, EMPLOYEES, AFFILIATES OR AGENTS OR ANY OTHER SERVICE PROVIDER WHO FURNISHES SERVICES TO CUSTOMER IN CONNECTION WITH THIS AGREEMENT OR THE SERVICE BE LIABLE FOR ANY DIRECT, INCIDENTAL, INDIRECT, SPECIAL, PUNITIVE, EXEMPLARY OR CONSEQUENTIAL DAMAGES, OR FOR ANY OTHER DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF DATA, LOSS OF REVENUE OR PROFITS. THE LIMITATIONS SET FORTH HEREIN APPLY TO CLAIMS FOUNDED IN BREACH OF CONTRACT, BREACH OF WARRANTY, PRODUCT LIABILITY, TORT AND ANY AND ALL OTHER THEORIES OF LIABILITY AND APPLY WHETHER OR NOT TWIN LAKES WAS INFORMED OF THE LIKELIHOOD OF ANY PARTICULAR TYPE OF DAMAGES.
Customer agrees to defend, indemnify, and hold harmless Twin Lakes, its officers, directors, employees, affiliates and agents and any other service provider who furnishes services to Customer in connection with this Agreement or the Service(s), from any and all claims, losses, damages, fines, penalties, costs and expenses (including, without limitation, reasonable attorneys fees) by, or on behalf of, Customer or any third party or user of Customer’s Service, relating to this Agreement, or the Services being provided by Twin Lakes. This paragraph shall survive termination of this Agreement.
- No Warranties on Service
TWIN LAKES MAKES NO WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO, ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS OF ANY OF THE SERVICES FOR A PARTICULAR PURPOSE, TITLE OR NON-INFRINGEMENT OR ANY WARRANTY ARISING BY USAGE OF TRADE, COURSE OF DEALING OR COURSE OF PERFORMANCE OR ANY WARRANTY THAT ANY OF THE SERVICES WILL MEET CUSTOMER’S REQUIREMENTS. WITHOUT LIMITING THE FOREGOING, TWIN LAKES DOES NOT WARRANT THAT ANY OF TWIN LAKES’ SERVICES WILL BE WITHOUT FAILURE, DELAY, INTERRUPTION, ERROR, DEGRADATION OF VOICE QUALITY OR LOSS OF CONTENT, DATA OR INFORMATION. NEITHER TWIN LAKES NOR ITS OFFICERS, DIRECTORS, EMPLOYEES, AFFILIATES OR AGENTS OR ANY OTHER SERVICE PROVIDER OR VENDOR WHO FURNISHES SERVICES OR PRODUCTS TO CUSTOMER IN CONNECTION WITH THIS AGREEMENT OR ANY TWIN LAKES SERVICE WILL BE LIABLE FOR UNAUTHORIZED ACCESS TO TWIN LAKES’ OR CUSTOMER’S TRANSMISSION FACILITIES OR PREMISES EQUIPMENT OR FOR UNAUTHORIZED ACCESS TO, OR ALTERATION, THEFT OR DESTRUCTION OF, CUSTOMER’S DATA FILES, PROGRAMS, PROCEDURES OR INFORMATION THROUGH ACCIDENT, FRAUDULENT MEANS OR DEVICES OR ANY OTHER METHOD, REGARDLESS OF WHETHER SUCH DAMAGE OCCURS AS A RESULT OF TWIN LAKES’ OR ITS SERVICE PROVIDER’S OR VENDOR’S NEGLIGENCE. STATEMENTS AND DESCRIPTIONS CONCERNING THE SERVICE OR DEVICE, IF ANY, BY TWIN LAKES OR TWIN LAKES’ AGENTS OR INSTALLERS ARE INFORMATIONAL AND ARE NOT GIVEN AS A WARRANTY OF ANY KIND.
- No Third Party Beneficiaries
No provision of this Agreement provides any person or entity not a party to this Agreement with any remedy, claim, liability, reimbursement, or cause of action or creates any other third party beneficiary rights.
You are liable for any and all liability that may arise out of the content transmitted by or to you or other Users of the Services. You shall assure that you or other Users of the Services will at all times comply with all applicable laws, regulations and written and electronic instructions for use. Twin Lakes reserves the right to terminate or suspend affected Services, and/or remove your content, or the content of other Users of the Services, from the Services, if Twin Lakes determines that such use or content does not conform with the requirements set forth in this Agreement or interferes with Twin Lakes’ ability to provide Services to you or others or receives notice from anyone that your use or content, or the use or content by other Users of the Services, may violate any laws or regulations. Twin Lakes’ actions or inaction under this paragraph shall not constitute review or approval of your content, or the content of other Users of the Services. You will indemnify and hold Twin Lakes harmless against any and all liability arising from the content transmitted by or to you or to other Users of the Services. For purposes of this paragraph, the term “User” means any person, whether authorized or unauthorized, using the service provided to you.
- Governing Law / Resolution of Disputes – Mandatory Arbitration
Any dispute or claim between you, the Customer, and Twin Lakes arising out of or relating to the service provided in connection with these General Terms and Conditions shall be resolved by arbitration (“Mandatory Arbitration”), unless otherwise specified in Customer’s individual Service Contract. To the extent that there is a conflict regarding this Mandatory Arbitration provision, the Customer’s individual Service Contract supersedes the Terms and Policies of the individual Services.
The arbitrator’s decision shall follow the plain meaning of the relevant documents, and shall be final and binding. The parties agree that no arbitrator has the authority to: (i) award relief in excess of what this Agreement provides; or (ii) award punitive or exemplary damages. Judgment on the award rendered by the arbitrators may be entered in any court having jurisdiction thereof. All claims shall be arbitrated individually and Customer will not bring, or join any class action of any kind in court or in arbitration or seek to consolidate or bring previously consolidated claims in arbitration. CUSTOMER ACKNOWLEDGES THAT THIS ARBITRATION PROVISION CONSTITUTES A WAIVER OF ANY RIGHT TO A JURY TRIAL.
- Governing Law / Resolution of Disputes – Governing Law
The Agreement and the relationship between you and Twin Lakes shall be governed by the laws of the State of Tennessee without regard to its conflict of law provisions. To the extent court action is initiated to enforce an arbitration award or for any other reason consistent with the Mandatory Arbitration provision herein, you and Twin Lakesagree to submit to the personal and exclusive jurisdiction of the courts located within the state of Tennessee and waive any objection as to venue or inconvenient forum. The failure of Twin Lakes to exercise or enforce any right or provision of the Agreement shall not constitute a waiver of such right or provision. If any provision of the Agreement is found by a court of competent jurisdiction to be invalid, the parties nevertheless agree that the court should endeavor to give effect to the parties’ intentions as reflected in the provision, and the other provisions of the Agreement remain in full force and effect. You agree that regardless of any statute or law to the contrary, any claim or cause of action arising out of or related to use of the service or the Agreement must be filed within one (1) year after such claim or cause of action arose or be forever barred.
If any part of this Agreement is legally declared invalid or unenforceable, all other parts of this Agreement are still valid and enforceable. Such invalidity or non-enforceability will not invalidate or render unenforceable any other portion of this Agreement.