Terms and Conditions

Scope and structure

The terms and conditions apply to all contracts with D. T. NET Service OHG for telecommunications services. They consist of a general part and specific parts for the individual services:

• Part A: general provisions for all contracts,
• Part B: telephony,
• Part C: internet access,
• Part D: email service,
• Part E: TV products.

The documents relating to your contract also apply. The terms set the following order of precedence for them: order confirmation, service description, price list, product information sheet and contract summary. The consumer protection provisions of the German Telecommunications Act (TKG) take precedence over the terms. An annex governs data processing on behalf of the customer under Art. 28 GDPR.

Conclusion of the contract

By placing an order you make an offer that is binding on you for two weeks. The contract is concluded when we confirm your order in writing or electronically or activate your connection. We only enter into contracts with persons of full age.

Term and cancellation

The minimum contract term is 12 months, for TV products 24 months, unless otherwise agreed.

The statutory notice periods under § 56 TKG apply; see the terms and conditions for details.

Cancellations must be made in text form, for example by email or letter. The easiest way to cancel online is via “Cancel Contracts Here”.

Prices, payment and invoices

Charges are set out in the applicable price list. Monthly charges are payable in advance; the first month is billed pro rata by the day. You receive your invoice by email; a paper invoice by post is available for an extra charge.

We may require payment by SEPA direct debit. We notify you of the collection at least five business days in advance (pre-notification).

Please raise any objections to an invoice within eight weeks of receiving it.

Routers and equipment

You can rent or buy a router from us. You may also use your own device (free choice of router). We provide the access data required for this free of charge in text form; you are responsible for operating your own device.

Rented devices remain our property. Please return them within ten working days after the contract ends. Purchased devices become your property once paid in full.

Moving house

If you move, we continue to provide our service at your new address without changing the contract term, provided we offer it there (§ 60 TKG). Please notify us of your move in text form at least one month in advance. A fee may be charged for the move; it will not exceed the fee for a new connection.

If we cannot supply your new address, you can cancel the contract with one month’s notice. Please enclose proof of your move, for example a registration certificate.

Right of withdrawal

As a consumer, you have a statutory right of withdrawal of 14 days. Details are set out in the withdrawal instructions in your contract documents.

A clear statement is sufficient to withdraw, for example by email to service@dtnetservice.de.

Faults and compensation

We clear faults within our technical and operational means. You can reach our fault hotline at +49 9161 8719544.

If a service fails completely and the fault has not been cleared within two calendar days of your report, consumers are entitled to compensation under § 58 TKG. Per day it amounts to €5 or 10% of the monthly charge on the third and fourth day, and €10 or 20% from the fifth day, whichever is higher. If we miss an agreed service or installation appointment, the compensation is €10 or 20% of the monthly charge.

Liability

For financial losses arising from the provision of publicly available telecommunications services, our liability under § 70 TKG is limited to €12,500 per end user and to €30 million per damaging event towards all injured parties together. This limitation does not apply in cases of intent or gross negligence.

Otherwise, we are liable without limitation for intent and gross negligence and for damage resulting from injury to life, body or health. In cases of slight negligence we are only liable for breaches of essential contractual obligations, limited to the foreseeable damage typical for the contract. Liability under the German Product Liability Act remains unaffected.

Arbitration

In disputes about certain rights and obligations under the German Telecommunications Act, consumers can apply for arbitration with the Consumer Arbitration Board for Telecommunications of the Bundesnetzagentur (§ 68 TKG). You can find further information in our legal notice.