Terms & Conditions of Service

Individual Customers must provide a valid copy of a National Identity Card (KTP) / Passport / KITAS. Corporate / Business / Institutional Customers must provide copies of the Company's Deed of Establishment and its amendments, NIB/TDP, Company Taxpayer Identification Number (NPWP), and the KTP of the person in charge.

The Customer warrants that all data and information provided during the registration process are accurate, valid, and up to date.

DNSG reserves the right to conduct a technical feasibility survey and verify the Customer's credibility before approving the Service registration application.

The Customer is responsible for ensuring and obtaining any necessary permission from the property owner, building management, or relevant local authorities for the installation of Internet equipment and/or cables.

The installation schedule shall be mutually agreed upon by the DNSG technical team and the Customer. The Customer or an appointed representative must be present during the installation process.

Standard installation fees will be communicated at registration. Additional materials and/or special cabling outside the standard installation package shall be borne by the Customer.

The Service shall be deemed active and ready for use after installation is completed and the Activation Report (BAA) is signed, or after DNSG sends digital activation confirmation.

DNSG Internet Services are provided in accordance with the specifications of the package selected by the Customer (Dedicated / Broadband / Enterprise).

The Service operates 24 hours a day, 7 days a week, subject to the SLA (Service Level Agreement) applicable to the selected package.

DNSG reserves the right to conduct periodic maintenance (Scheduled Maintenance) to maintain network quality, with prior notification to the Customer.

Details regarding bandwidth capacity, package pricing, and subscription period are stated in the registration form or official DNSG quotation.

All stated fees are either inclusive or exclusive of Value Added Tax (VAT/PPN) in accordance with applicable Indonesian tax regulations, as specified on the invoice.

DNSG reserves the right to adjust package prices by providing written notice at least 30 (thirty) calendar days before the new rates take effect.

The Service shall operate on a prepaid or postpaid basis, as agreed at registration.

Invoices shall be issued periodically and must be fully paid by the Customer on or before the due date stated on the invoice.

If payment is made after the due date, DNSG may impose a Late Payment Penalty in accordance with applicable tariffs. Late payment may result in automatic isolation or temporary suspension of the Service.

New Customers whose activation date does not fall on the first day of the billing month; and Customers who upgrade or downgrade their package in the middle of a billing cycle.

The prorated amount is calculated based on the number of active Service days in the relevant month divided by the total number of days in that month, multiplied by the monthly package fee.

Promotions offered by DNSG are valid only for the period and subject to the specific terms and conditions stipulated for the relevant promotion.

If the Customer terminates the Service before the Promotional Contract Period expires, the promotion shall be forfeited, and the Customer must pay the Early Termination Fee and settle remaining charges/normal package pricing.

Promotions may not be combined with other promotions unless otherwise expressly stated by DNSG.

Customers may report technical issues or service interruptions at any time through DNSG Helpdesk / 24/7 NOC via Telephone/WhatsApp (0813-8577-6707) or Email (admin@dnsgroup.id).

DNSG shall respond to, investigate, and resolve service interruptions in accordance with the SLA applicable to the relevant package.

DNSG shall not be responsible for interruptions caused by Force Majeure (natural disasters, fires, riots, public electricity outages, third-party cable damage, etc.); damage to Customer internal equipment (LAN/personal router); or Customer negligence/improper use.

The Customer may submit a written termination request at least 30 (thirty) calendar days before the requested termination date. All outstanding payment obligations must be settled before termination is processed.

DNSG may terminate or suspend the Service unilaterally without prior notice if the Customer has overdue payments, violates prohibited-use provisions, or misuses the Service in a manner that harms DNSG or any third party.

DNSG-owned infrastructure equipment installed at the Customer's premises (ONT/Modem, Converter, Router, Access Point, and certain Fiber Optic cables) is provided on a loan-for-use basis during the subscription period.

Upon Service termination, the Customer must return all DNSG-owned equipment in good and fully functional condition.

Authorized DNSG personnel will collect the equipment from the Customer's premises.

If equipment is lost, damaged due to Customer negligence, or not returned, the Customer shall pay the replacement cost in accordance with DNSG rates.

Reselling or redistributing DNSG Internet Services to any other party without prior written authorization from DNSG.

Engaging in activities that violate the laws of the Republic of Indonesia, including but not limited to fraud, online gambling, pornography, hacking, distribution of viruses/malware, DoS/DDoS attacks, and copyright infringement.

Sending unsolicited mass messages (SPAM).

Engaging in any activity that may interfere with the stability, security, or reliability of the DNSG network or other users.

The Customer is fully responsible for the security of its internal local network, data, information content, and all data transmission activities conducted using the Service at the Customer's premises.

The Customer must maintain and protect DNSG-owned equipment installed at the Customer's premises against damage, theft, water leakage, unstable electrical current, or other physical disturbances.

The Customer may submit a written request to upgrade or downgrade the package. A downgrade request may only be made after the minimum contract period, if applicable, has been completed.

A request to relocate the Service point/location must be submitted at least 14 working days in advance and is subject to DNSG network coverage availability at the new location. Relocation reinstallation fees shall be borne by the Customer.

Any dispute or disagreement arising from the implementation of these Terms & Conditions shall first be resolved through consultation and mutual agreement.

These Terms & Conditions shall be governed by and construed in accordance with the laws of the Republic of Indonesia.

If an amicable settlement cannot be reached within 30 (thirty) working days, the parties agree to resolve the dispute through the competent District Court within the jurisdiction of the domicile of PT Digital Nusantara Sejati (Tangerang District Court / South Tangerang District Court).