LimeFiber Home Fiber Service and LimeFiber-related products — Amended June 2025
These are the terms and conditions that apply to the LimeFiber Home Fiber Service and LimeFiber-related products (referred to as "the Service"). By activating the Service, you will be deemed to have read, understood, and accepted these terms and conditions.
(a) The Service assists customers to access the Internet at home through high-speed fiber internet provided by LimeFiber.
(b) The Internet will be available to the customer within his/her premises/house (premises location).
(c) Home packages are dedicated packages — visit our website.
(a) This Service is open and available to all customers in the selected areas (LimeFiber Home Fiber coverage areas) that have the LimeFiber fiber infrastructure ready.
(b) This Service is available to those who apply to have their homes connected to the LimeFiber Home Fiber.
These terms took effect on 7th January 2020 from 0000 hrs.
(a) To access and use our Service you must be living within any of the LimeFiber Home Fiber coverage areas. To find out whether you reside in a fiber-ready area, visit our website.
(b) Contact us by phone at 0730 654 444, or visit our social media pages or website. You may also speak with any LimeFiber Home sales representative in your region.
(c) Once the LimeFiber Home sales representative has submitted your details, you will receive an SMS with your Account Number that you will use to make payment via our Pay-bill number provided to you by LimeFiber.
(d) We will connect you to the Service within 48 hours of receiving payment, subject to you permitting our technicians access to your residence. We will provide a Wi-Fi router and a PoE adapter as part of the installation, allowing you to access the Wi-Fi network within your home/premise. We will configure the Wi-Fi network, username, and password you will need to use the Service. According to the Home usage packages, there is a cost for a new connection. If you do not bring your router with you while relocating, you will be charged Ksh. 1,500 as a replacement price. You should always take reasonable efforts to keep access passwords private and safe. Except with LimeFiber's express written approval, you must not expose your access passwords to any third party or grant access to the Service to anyone outside your home or control.
(e) You must not use, and must ensure that no one else using your access to the Service utilizes, the Service — (i) to sell or distribute to any other person or entity; (ii) to store, reproduce, transmit, communicate, or receive any offending material; (iii) for fraud or other criminal intent, or in violation of any regulatory or legal obligation; (iv) to cause annoyance, inconvenience, or needless anxiety to any person; or (v) contrary to any other instructions that may be communicated to you by LimeFiber from time to time.
(f) Customers will be required to have a Home Fiber connection to be able to access Home Fiber Packages.
(g) Home Fiber Packages can only be accessed at the point of purchasing or renewing Home Fiber packages.
The following LimeFiber Home Fiber packages are available:
| Fiber Package | Price (30 days) | Fair Usage Limit | Speed after Fair Usage |
|---|---|---|---|
| 20 Mbps | Ksh. 1,500 | 30 GB | 10 Mbps |
| 30 Mbps | Ksh. 2,000 | 35 GB | 10 Mbps |
| 50 Mbps | Ksh. 2,300 | 50 GB | 10 Mbps |
| 70 Mbps | Ksh. 2,899 | 80 GB | 20 Mbps |
| 100 Mbps | Ksh. 3,799 | 125 GB | 20 Mbps |
| 150 Mbps | Ksh. 5,499 | 135 GB | 20 Mbps |
Fiber Packages are paid for in advance every thirty (30) days. If you do not make your monthly payment on time, the Service will be suspended and will not be restored until you do. The LimeFiber Home Fiber plans are subject to a Fair Usage Policy, which includes usage limitations and throttled speeds. When you hit the package's Fair Usage limit, your speed will be throttled to the rate shown in the "Speed after Fair Usage" column above for the remainder of the subscription's validity term. Because the fair usage limit is a consumption restriction issued for each usage cycle rather than a volume resource or bundle allocation, it cannot be rolled over or extended beyond the package validity cycle.
LimeFiber retains the right to manage its network using a Fair Usage Policy (FUP) in order to maintain acceptable levels of customer experience. The Service is subject to the FUP as indicated in Section 5 above. The Service is subject to change from time to time.
You may access and use the Service only (i) in a single dwelling unit; (ii) for private domestic use; and (iii) at your physical address. The Service may not be used in any manner or for any purpose other than those set out in these Terms and Conditions, nor may you authorize any other person to use the Service in a negligent or malicious manner. Without lowering these restrictions, you may not seek to — access any part or feature of the Service other than the parts or features to which you have been granted access; utilize the Service or any part of it for any kind of profit; offer the Service to the public irrespective of whether a price is levied; impose a price on anyone who wants to use the Service without getting permission from LimeFiber; or permit, allow, encourage, or acquiesce in anyone else participating in any of the prohibited actions stated in this section, regardless of whether they are utilizing your equipment.
LimeFiber will take every effort to reduce the number and length of service outages and will dispatch technical teams to resolve any network problems in the event of a service outage. Customers must notify LimeFiber customer care if they discover a service interruption via customer support channels on 0730 654 444. The issue reported shall be booked as a ticket and shared with the client, through which the customer can follow up. LimeFiber will make every attempt to remedy a service disruption remotely if it can be linked to a customer's LimeFiber Fiber installation or customer equipment; if it is not resolved remotely, a service team will be sent to the customer's location to address the issue. If a service team is dispatched and it is found that the interruption was brought on by the customer's actions, LimeFiber may, at its sole discretion, charge the customer the applicable rates for dispatching the service team and for any materials costs incurred.
LimeFiber shall compensate by extension of the expiry date for the following reasons:
• Planned Maintenance — If LimeFiber has scheduled maintenance or upgrades that will result in a planned service interruption, customers will typically be informed in advance via SMS and social media pages, in which case compensation is less likely. If the maintenance goes beyond the communicated time, LimeFiber shall compensate for that duration.
• Unplanned Outages — When there is an unexpected service outage or disruption affecting a large number of customers, LimeFiber may offer compensation for the inconvenience, subject to the outage not being due to an act of God. Days compensated will be communicated to the client upon approval.
• Extended Downtime due to Fiber Cut — If a service interruption lasts for more than 48 hours from the time it was reported and a ticket issued, LimeFiber may offer compensation for the extended downtime.
LimeFiber accepts no liability for any loss or damage to the customer's property or equipment resulting from the provision, installation, or maintenance of the LimeFiber Service, unless such loss or damage is caused by the gross negligence of LimeFiber or its agents. LimeFiber disclaims liability for any loss or damage to the customer's equipment resulting from the use of the customer's equipment, and accepts no liability arising from use of the LimeFiber Service, including loss or damage due to use of the Internet and/or transferring files and content.
(a) As defined by the Data Protection Act, "Personal Information" refers to information that may be used to identify a specific individual, such as name, address, phone number, identification number, and geographical information.
(b) Collection of information — The law requires us to gather specific personal information, and we are bound to refuse you service if you do not provide it. We also require your personal information to offer quality services. Although providing this information is optional, if you do not, we might not be able to offer you a high-quality service.
(c) Privacy — We are dedicated to maintaining the confidentiality of the data we obtain from you. Our privacy policy, as amended from time to time, details how we handle and disclose your personal information as well as the security precautions we take to keep it private while you use our Service. You may find this on our website. If you have trouble accessing the link or our website, please get in touch with us through one of our customer service channels to get a copy.
(d) Minors — A person with parental responsibility may open and keep a mobile number in their name for and on behalf of a minor when they register them as a subscriber. For the purposes of this agreement, a person having parental authority includes a minor's biological parents, legal guardian, or any other person who can show they have the right to manage their affairs.
(a) If LimeFiber grants you customer premise equipment (fiber cables, CAT 6 cable, PoE adaptors, routers, switch, Optical Network Unit (ONU)) for accessing the Service, you are not permitted to meddle with, change, or modify the customer premises equipment in any way, nor may you let anyone else (apart from an authorized LimeFiber employee) do so.
(b) Depending on the Services you chose, LimeFiber might provide you Customer Premise Equipment with varied capabilities.
(c) You acknowledge and agree that during the term of this Agreement, LimeFiber shall own and retain ownership of the Customer Premise Equipment provided, and that upon termination of this Agreement, LimeFiber shall remove all such equipment from your premises.
(d) You undertake to take full responsibility for the Customer Premise Equipment's maintenance and to give LimeFiber prompt notice of any loss or damage to it, and to assist, following termination of this Agreement, in the removal and recovery of the equipment by an authorized LimeFiber agent or representative, including granting LimeFiber immediate access to your premises for that purpose.
(e) You are in charge of the maintenance and security of the customer premises equipment, and you are not permitted to alter, add to, reverse engineer, decompile, or otherwise tamper with it, nor may you permit anyone else (apart from a permitted LimeFiber representative) to do so.
(f) Any of the customer's equipment used to access the Service must be technically compatible with the Customer Premises Equipment and the Service, and must be connected and used in accordance with any reasonable instructions, safety, and security procedures that LimeFiber may have recommended at the time of installation.
(g) Except where loss or damage is due to normal wear and tear or is brought on by LimeFiber, the customer shall be liable to LimeFiber for any loss of or damage to the Customer Premises Equipment, unless title to such equipment has passed to the customer following payment of any amounts payable for its purchase.
(h) LimeFiber disclaims responsibility for any losses incurred by you or any third parties due to abuse of the equipment on the customer's premises or any unintentional damage.
(i) LimeFiber shall only be liable for replacement of equipment in the event of warranty-covered manufacturer's defects, with any reasonable costs incurred by LimeFiber in extending this benefit charged to and paid by you.
(j) Any malfunction, damage, loss, or theft of any Customer Premise Equipment must be reported to LimeFiber at once, and the customer is then liable for replacing the equipment at the then-current retail price. Such replacement equipment will continue to be LimeFiber's property.
(k) Within ten (10) business days of discovering a fault or defect, you must hand over any LimeFiber equipment you consider damaged, faulty, or defective, along with all documentation provided to you by LimeFiber. Business days are Monday through Friday between 09:00 and 17:00, excluding national public holidays. LimeFiber will then promptly offer you all your options for resuming the Service, including repairing the damaged equipment at your expense.
(l) If the Service is terminated for any reason, you must promptly contact LimeFiber and provide LimeFiber's authorized representatives access to your premises for the purpose of uninstalling and recovering the Customer Premise Equipment and any other LimeFiber equipment.
You may upgrade your service by making an application through our customer interactive app, or by reaching us at 0730 654 444 at the end of your current subscription, or in any other manner as we may advise from time to time.
LimeFiber may, at its sole discretion, suspend or modify the Service without having to reimburse you for any period during which it is suspended or modified where — LimeFiber is compelled or requested to comply with a government, court, regulator, or other competent authority's order or direction; you have failed to pay the charges by the due date; such suspension, termination, or variation is required to make modifications to or allow for scheduled maintenance of the network (in which case we will provide you with reasonable notice); or LimeFiber has a reasonable suspicion or belief that you are in violation of these terms and conditions or any referenced terms, such as reselling the Service without LimeFiber's explicit authorization.
This Agreement may be terminated if —
(a) there is reason to think the Service is being used in an unauthorized or unlawful manner, or for criminal activity;
(b) it is discovered that the customer is reselling or utilizing the Service for commercial purposes;
(c) it is discovered that the customer is sharing the Service with other homes or businesses;
(d) the customer is discovered to have several accounts in the same house/premise;
(e) any licensing, law enforcement, or regulatory authority has directed us to stop offering the Service;
(f) you notify us in writing of your intention to terminate this Agreement;
(g) either party commits any material breach of this Agreement and such breach is not remedied within thirty (30) days of receipt of a written notice specifying the breach;
(h) either party becomes bankrupt, makes any arrangement with a creditor to go into liquidation, becomes subject to an administration order, or has a receiver appointed over its assets;
(i) the information provided during customer registration is incorrect;
(j) the Service is no longer accessible to you following expiration of this Agreement or loss or damage of the Customer Premise Equipment;
(k) your equipment is discovered to emit signals that may interfere with the quality of the Service;
(l) we have not received your entire payment by the due date; or
(m) there is a payment dispute.
(a) Any existing rights either party may have against the other at the time of termination are unaffected by termination.
(b) If you terminate this Agreement before the end of the first period, you must pay all outstanding charges.
(c) If you revoke this Agreement after the first term has expired without providing one (1) month's written notice, you will be obliged to pay all outstanding charges.
(d) You shall promptly provide LimeFiber's representatives or agents access to your premises in order for them to remove and retrieve the Customer Premises Equipment and any other LimeFiber-owned equipment.
Each party's obligations under this Agreement shall be suspended during any period in which that party is prevented or hindered from complying with it by any cause beyond its reasonable control, including but not limited to acts of God, war, civil commotion, industrial dispute, inability to secure materials, act or omission of carriers or suppliers, or destruction of or technical challenges with the fiber or Customer Premises Equipment beyond our control. If such delay or failure persists for at least thirty (30) days, either party may terminate this Agreement by giving the other written notice of termination. All monies owed to LimeFiber by you will become immediately due and payable upon such termination.
This Agreement shall be interpreted, governed, and construed in accordance with the laws of Kenya.
LimeFiber does not guarantee continuous fiber service and does not guarantee quality of service, uptime, or speed. We will do all we can to keep the LimeFiber network and service running smoothly.
LimeFiber retains the right to change or modify these terms and conditions at any time, including changing the privacy terms. Notice of any such change will be provided by media ads (including, at LimeFiber's option, on the LimeFiber website) and will be effective immediately or as of the date specified in such notice.
For all inquiries, support, or clarification regarding these Terms and Conditions, you may contact us using the following details:
LimeFiber
Kasarani Arcade, Kasarani – Mwiki Road
P.O. Box 42665 – 00100, Nairobi, Kenya
Email: info@limefiber.ke
Telephone: 0709 054 444 / 0730 654 444
Fast. Reliable. Secure. Affordable.