1. Parties & Acceptance
These Terms of Service ("Terms") constitute a legally binding agreement between EWS Telecommunications Services ("EWS Fiber," "we," "us") — a duly licensed Philippine telecommunications carrier holding a Certificate of Public Convenience from the National Telecommunications Commission (NTC) — and you, the customer, individual or business ("you," "Customer," "Subscriber") who applies for, subscribes to, or uses any service provided by EWS Fiber.
By signing the Service Application Form, paying any installation fee, or beginning use of the Service, you accept these Terms in full.
2. Service Description
EWS Fiber provides Fiber-to-the-Home (FTTH) and Fiber-to-the-Business (FTTB) high-speed internet access using passive optical network (XGS-PON / GPON) technology over our owned-and-operated fiber infrastructure in Rodriguez and San Mateo, Rizal.
2.1 What is Included
- Standard installation by our local technicians (subject to feasibility survey)
- Optical Network Terminal (ONT) on lease
- Wi-Fi router (basic, on lease) for residential plans
- One static or dynamic IPv4/IPv6 address (depending on plan)
- 24/7 local NOC monitoring and support
2.2 What is Not Included
- Premium routers, mesh systems, or enterprise CPE (available as add-ons)
- In-home wiring beyond 50 meters from our optical drop
- Customer-side device maintenance (PCs, phones, smart-home equipment)
3. Installation & Customer-Premises Equipment (CPE)
Installation is scheduled within 3–5 working days of approved application, subject to coverage feasibility, weather, and material availability. The Customer agrees to provide reasonable access to the premises for installation and ongoing maintenance.
The ONT and Wi-Fi router remain the property of EWS Fiber and are leased to the Customer for the duration of the service. The Customer is responsible for the safe-keeping of the equipment and shall report loss, damage, or tampering within 7 days. Replacement charges apply for damage caused by negligence, theft, or unauthorized modification.
4. Fees, Billing, & Payment
4.1 Monthly Service Fee
The monthly service fee is set per the plan tier the Customer selected (Starter, Swift, Flash, Lightning, Ultra, Ultra Flash, or Gigabit). Plan changes take effect on the next billing cycle. Fees are inclusive of value-added tax (VAT) where applicable.
4.2 Billing Cycle
Bills are issued monthly. Statements of Account are delivered via email to the address on file. Payment is due on or before the due date stated on the bill (typically 15 calendar days from invoice date).
4.3 Payment Methods
Accepted methods include: Maya, GCash, online bank transfer, and over-the-counter payment at our office or partner outlets.
4.4 Late Payment
Accounts unpaid by the due date may incur a late fee, automatic service suspension after 7 days past due, and disconnection after 30 days past due. Reconnection requires full settlement of all outstanding balances.
5. Service Levels & Network Availability
EWS Fiber commits to a target network availability of 99.5% per calendar month, measured from our core network to the customer's ONT.
Planned maintenance is announced at least 48 hours in advance via email, SMS, and our Facebook page. Unplanned outages are responded to by our 24/7 NOC and field teams, with a target Mean Time to Restore (MTTR) of 4 hours for residential and 2 hours for business plans.
Extended outages exceeding 24 continuous hours are eligible for pro-rated rebate, automatically credited to the next billing cycle. Outages caused by force majeure, customer-side equipment, or premises-related issues are excluded.
6. Acceptable Use Policy
The Customer agrees not to use the Service for:
- Illegal activities under Philippine law (RA 10175 Cybercrime Prevention Act, RA 9775, RA 10173, etc.)
- Distribution of spam, phishing, or unsolicited bulk communications
- Unauthorized port scanning, intrusion attempts, or DDoS attacks
- Hosting commercial-grade services on residential plans (e.g., public web servers, VoIP termination, content distribution) — please use a business plan
- Reselling, rebroadcasting, or sub-distributing the Service to third parties without written consent
- Any activity that materially degrades network performance for other customers
Violations may result in immediate suspension, termination, or referral to law enforcement.
7. Suspension & Disconnection
EWS Fiber may suspend or disconnect Service for any of the following reasons:
- Non-payment (per Section 4.4)
- Violation of the Acceptable Use Policy (Section 6)
- Customer request (e.g., temporary disconnect, relocation)
- Lawful order from a regulator or court
- Security incidents (e.g., compromised CPE used in attacks) — temporary, pending mitigation
Suspended customers retain billing obligations for the period of suspension unless formally terminated.
8. Termination & Cancellation
No lock-in contract. Either party may terminate the Service at any time with 30 days written notice (email or letter to our office is sufficient). The Customer remains responsible for charges incurred up to the effective termination date.
Upon termination:
- The Customer must return all leased equipment (ONT, router) within 7 days. Unreturned equipment will be billed at replacement cost.
- Any final balance must be settled. Refunds for prepaid amounts are processed within 30 days.
- The Customer's data is retained per our Privacy Policy retention schedule.
9. Limitation of Liability
EWS Fiber is not liable for indirect, incidental, consequential, or punitive damages arising from use or inability to use the Service, including loss of business, data, or profits.
Our maximum aggregate liability in any month shall not exceed the monthly service fee paid by the Customer for that month.
The Customer acknowledges that internet service may be affected by factors outside our control, including upstream peering issues, fiber cuts caused by third parties, severe weather, and acts of force majeure.
10. Data Privacy
EWS Fiber is a Personal Information Controller (PIC) registered with the National Privacy Commission under PIC-005-549-2026, valid until 05 May 2027. Our handling of customer data is governed by our Privacy Policy, which forms an integral part of these Terms.
11. Changes to Terms
We may revise these Terms from time to time. Material changes will be communicated to the Customer via email and posted on our website at least 30 days before they take effect. Continued use of the Service after the effective date constitutes acceptance of the revised Terms.
12. Dispute Resolution
The Customer is encouraged to raise concerns first through our customer service channels:
- Email: complaints@ewstelcoserv.net
- Hotline: 0999 885 2507 / 0998 565 0308
- Facebook: facebook.com/ewsfiber
If the matter cannot be resolved within 15 business days, the Customer may escalate to:
- National Telecommunications Commission (NTC) — ntc.gov.ph — for service-quality, billing, or coverage disputes
- National Privacy Commission (NPC) — privacy.gov.ph — for data-privacy-related concerns
- Department of Trade and Industry (DTI) — for general consumer complaints
These Terms are governed by the laws of the Republic of the Philippines. Venue for any judicial dispute shall be the proper courts of Rodriguez or San Mateo, Rizal.
13. Contact
EWS Telecommunications Services
Customer Service: info@ewstelcoserv.net · 0999 885 2507
Complaints: complaints@ewstelcoserv.net
Data Protection Officer: dpo@ewstelcoserv.net
Service Area: Rodriguez and San Mateo, Rizal, Philippines