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Terms & Conditions

Version August 2026 · replaces the version of 16 December 2021

This is an unofficial translation provided for your convenience. Only the Dutch-language version of these terms is legally binding; in case of any difference, the Dutch text prevails.

To make clear what you can expect from us and we from you, we have set out our Terms & Conditions below. These terms apply to all services and products you take from OpenFiber B.V. (“OpenFiber”, “we”) — such as fiber internet, TV, fixed telephony, and the related equipment and extras (add-ons). This list is not exhaustive; new or amended services and products are covered by these terms as well.

OpenFiber B.V. is registered with the Chamber of Commerce Haaglanden under number 64848973 (VAT number NL855878393B01) and is based at Frijdastraat 3c, 2288 EX Rijswijk, the Netherlands. You can reach us on 015 – 30 30 00 (also via WhatsApp), at support@openfiber.nl and, for invoices and complaints, at administratie@openfiber.nl. Our support desk is available seven days a week from 09:00 to 21:00.

These terms consist of two parts:

  1. General — this applies to all services and products you take from OpenFiber.
  2. Per service — additional arrangements for specific services (such as internet, TV, fixed telephony and the 5G backup).

Part 1 — General

1. The agreement

  1. There is an agreement between you and OpenFiber as soon as you order a service, product or add-on from us and we confirm this by email or deliver the service.
  2. These terms come with the rate card showing the current prices (including VAT). Any promotional or additional terms that apply to your order also form part of the agreement. In the event of a conflict, specific arrangements take precedence over these general terms.
  3. You are responsible for the accuracy of the details you provide when ordering. If you move house or get a different email address or bank account, let us know in good time.
  4. The agreement applies to the (home) address you have provided.

2. Right of withdrawal (cooling-off period for online orders)

  1. Did you order online or by phone (at a distance)? Then you may withdraw from the agreement within 14 days without giving a reason. This period starts on the day after the agreement is concluded (for a service) or the day after you receive the product (for equipment).
  2. You withdraw by a clear notification to administratie@openfiber.nl; you may use the statutory model form for this.
  3. We can often provide your service quickly (sometimes the same day). If you expressly ask us to start the service within the cooling-off period — which you confirm when ordering — your right of withdrawal remains, but on withdrawal you owe a proportionate amount for what you have already used: the cost for the period the service was already active (in proportion to the monthly price) and any one-off costs already incurred (such as connection charges or an installation visit that has taken place).
  4. If a one-off service has, at your express request, been fully performed within the cooling-off period, your right of withdrawal for that service lapses.
  5. On withdrawal, return any equipment received within 14 days; you are liable for any reduction in value caused by handling beyond what is needed to assess the product.

3. Payment by direct debit

  1. For services to consumers we work, in principle, always by direct debit (SEPA mandate). When ordering, you give us a recurring mandate to debit the monthly subscription costs, one-off costs and any usage costs (for example call charges or add-ons) from your account, as stated in the rate card and on your invoice.
  2. You ensure that there are sufficient funds in your account on the direct-debit date.
  3. If a direct debit fails or is reversed for a reason attributable to you (for example insufficient funds or a blocked/closed account), we may re-present the amount and charge reasonable administration/reversal costs in accordance with the rate card. Your statutory right to have a SEPA direct debit refunded within 8 weeks remains unaffected.
  4. If the direct debit fails repeatedly or payment is not received, we may switch to payment by invoice or ask for advance payment; an invoiced amount is then due within 14 days of the invoice date. From that point, article 4 (late payment and collection) applies.
  5. Do you have a question about an invoice? Then contact us within a reasonable time, in any case within six months of the invoice date. We do not keep the usage data used to prepare an invoice for longer than six months.

4. Late payment and collection

  1. If you do not pay on time, you are in default by operation of law. We may then suspend the provision of (part of) our services until you have paid.
  2. If a direct debit is reversed or refused, we act depending on the reason:
    • if the reason is a reversal at your request, we may suspend the service and will contact you to discuss the reason and find a solution together. A reversal does not affect your payment obligation;
    • if the reason is insufficient funds, we present the amount for collection once more. If that second attempt also fails, we may suspend the service and you will receive a payment request.
    We will inform you as soon as we suspend the service and how to have it reconnected. Suspension does not affect your other obligations. Our current payment and collection policy can be found on the website.
  3. In the event of default, you owe statutory interest from the first day of default.
  4. You also owe out-of-court collection costs in accordance with the statutory scale set out in the Dutch Decree on compensation for out-of-court collection costs. If you are a consumer, we only charge these costs after we have first sent you a free reminder with a 14-day payment term (the “fourteen-day letter”, article 6:96(6) of the Dutch Civil Code).
  5. If payment remains outstanding, we may charge a one-off reconnection fee and transfer our claim to a collection agency; the reasonable costs involved are for your account.
  6. If we have good reason to doubt whether you can pay, we may require security (for example advance payment) for certain services.

5. Prices and price changes

  1. All prices for consumers include VAT and are shown in the rate card.
  2. We may adjust our rates for inflation, based on the Statistics Netherlands (CBS) consumer price index. Such an inflation adjustment is based on the cumulative index increase since the previous adjustment (or since the start of your agreement if we have not adjusted before). We do not have to do this every year: if we make no adjustment in one or more years, we may apply the accumulated adjustment at a later date in a single step. We do not apply an inflation adjustment in the first three months of your agreement. As long as an adjustment is no higher than this cumulative inflation, it does not give you the right to cancel.
  3. We may round the new rate to a round amount. If we increase a price by more than the cumulative inflation adjustment (for example by rounding up), or change a term to your detriment, we will let you know in advance and you may cancel the relevant agreement free of charge as of the date the change takes effect.

6. Term and cancellation

  1. An agreement has a minimum term of 12 months, unless expressly stated otherwise for the service.
  2. After the minimum term, the agreement continues for an indefinite period. You can then cancel at any time with a notice period of one month.
  3. You can cancel in writing or by email to administratie@openfiber.nl. We will confirm your cancellation.
  4. If you cancel before the end of the minimum term, the agreement only ends after that term — except in the cases below (article 7) and unless we grant leniency.
  5. If your internet agreement ends, the linked additional services also end (for example TV, fixed telephony, 5G backup and add-ons).

7. Moving house

  1. If you move to an address where we provide the same service, we take your agreement with you to the new address.
  2. If we demonstrably cannot provide the same service at the same price at your new address, you may cancel the agreement within the minimum term, without owing the remaining instalments.

8. Equipment (on loan and rental)

  1. For internet you receive a fiber modem and a Wi-Fi router on loan; these remain the property of OpenFiber. Other equipment, such as a TV receiver or an extra Wi-Fi point, can be rented from us at the rate in the rate card.
  2. You handle the equipment with care and do not modify it. Instead of our router, you may connect your own router to the modem.
  3. When your agreement ends, return the equipment received on loan/rental undamaged (normal signs of use excepted) within 4 weeks. If you do not, we charge the replacement value in accordance with the rate card.

9. Add-ons

  1. In addition to your service you can take add-ons, such as a fixed, public IP address. These run alongside your main service and are invoiced at the rate in the rate card.
  2. An add-on ends at the latest when the associated main service ends.

10. Our effort, maintenance and outages

  1. We make every effort to provide our services with the greatest possible care and as continuously as possible. Our network works by transmitting signals; due to external influences, works or maintenance the service may temporarily be unavailable or work less well. We therefore cannot guarantee uninterrupted availability, but we resolve outages as quickly as possible.
  2. We announce planned maintenance in advance where possible. Periods in which the service is unavailable or limited due to announced maintenance, force majeure, or a cause on your side or your equipment do not count as an outage.
  3. Report an outage via our support desk; we count the outage duration from your report. If an outage turns out to have been caused by careless or improper use, we may charge the repair costs.
  4. If an uninterrupted outage lasts longer than 24 hours after your report, you can call on our compensation scheme; the conditions are on our website. This does not affect your statutory rights.

11. Use of the services

  1. You use our services in accordance with the law and with our Acceptable Use Policy (among other things: no spam, no infringement of third-party rights, no criminal offences, no misuse or disruption of the network). In the event of misuse, we may suspend or terminate the service.
  2. You are responsible for the use of the service via your connection, including by others. If you suspect misuse or theft of equipment or access details, report it immediately; we will then block where necessary. Until you report it, you remain responsible for the costs.

12. Liability

  1. OpenFiber is only liable for damage if OpenFiber is in attributable default, and after you have given us written notice of default with a reasonable period to remedy it.
  2. Our liability is limited to direct damage. Compensation is limited, per event, to the amount you paid us for the relevant service in the six months before the event and — if several customers suffer damage from the same event — to a total of the amount that our liability insurance pays out in the relevant case. We are not liable for indirect or consequential damage (such as lost turnover, lost profit or missed savings).
  3. The limitations in this article do not apply in the event of intent or deliberate recklessness on the part of OpenFiber or its managers, do not apply to damage from death or personal injury, and do not apply to the extent that the law mandatorily prescribes broader liability.
  4. You report damage within one year of the event, otherwise your claim lapses.

13. Privacy and security

  1. We handle your (personal) data with care and process it in accordance with the GDPR and our privacy statement on the website.
  2. We secure our services and network in line with the state of the art and take appropriate measures in the event of security problems.

14. Changes to these terms

  1. We may change these terms and conditions. The most current version is always on the website, stating the effective date.
  2. If we change a term to your detriment, we will let you know in advance and your right of cancellation under article 5(3) applies.

15. Complaints and disputes

  1. Do you have a complaint? Then contact us as soon as possible, in any case within two months of discovery, at administratie@openfiber.nl or 015 – 30 30 00. We will respond substantively to your complaint as soon as possible, and no later than 10 working days.
  2. If we do not reach a solution together, you can bring your complaint before the civil court. As a consumer you can also use the European ODR platform (ec.europa.eu/consumers/odr).
  3. Report complaints about directly observable defects within two months of discovery; submitting a complaint does not suspend your payment obligation.

16. Governing law

  1. These terms and every agreement are governed by Dutch law; the Vienna Sales Convention is excluded.
  2. If you are a consumer, you may always bring a dispute before the competent court of your own place of residence.

17. Business customers

  1. If you are not a consumer but act in the exercise of your profession or business, the consumer-specific provisions that by their nature are intended only for consumers do not apply (in any case: article 2 right of withdrawal, and the consumer-specific payment/collection protection in article 4(4)).
  2. For the rest, these terms also apply to business customers. Any differing or additional arrangements (for example an SLA) are recorded expressly in writing; those then take precedence.

Part 2 — Per service

18. Internet

  1. At your address we provide the agreed internet speed via our network. Depending on the local situation, your connection runs entirely over fiber, or for the last stretch over an ethernet/copper connection from a fiber connection point in your meter cupboard or in a technical room in the building. This does not affect the agreed speed.
  2. You reach the maximum speed with a network cable; over Wi-Fi the speed depends on your device, the number of wireless devices and the distance to the router.
  3. We manage our own network and may, where technically necessary and within the net-neutrality rules, apply reasonable traffic management.
  4. To access the internet you need suitable equipment; you receive this from us on loan (article 8), unless you use your own equipment.

19. Television

  1. OpenFiber offers television in two forms:
    1. our own linear TV, which we provide to you ourselves and to which these terms apply in full; and
    2. Interactive TV. This service is provided to you directly by NLZiet Coöperatief U.A. (“NLZiet”): NLZiet provides the service and communicates the content to the public via its own (streaming) platform. We act solely as an intermediary (agent): the agreement for this service is concluded directly between you and NLZiet. We handle acquisition and sign-up, activation/registration and invoicing — the monthly cost is included on our monthly internet invoice — and are your first point of contact for questions about your subscription and payment. In doing so, OpenFiber does not itself broadcast or communicate the content to the public. The use of this service is (also) subject to NLZiet’s terms and privacy & cookie policy, which we make available to you on activation. Content-related and technical support for this service runs via NLZiet.
  2. Our own linear TV is delivered over a separate (coax) signal and is therefore independent of your internet connection and your internet use. Interactive TV works via your internet connection; heavy internet use and this TV service can then affect each other.
  3. This clause concerns only the TV service. The website shows which channels and packages we offer. The composition of channel packages may change — for Interactive TV by NLZiet — for example because agreements with broadcasters or rights holders expire. If the composition changes significantly to your detriment (for example because several or widely watched channels are structurally dropped, or because the price rises above the inflation adjustment), you may cancel the TV service free of charge (article 5(3)). Adding channels, minor changes or replacing a channel with a comparable alternative do not count as detriment.
  4. The rights to the content (such as films, series and programmes) and to the app and software of Interactive TV rest with NLZiet, the broadcasters and/or other rights holders — not with OpenFiber. Communication of Interactive TV to the public is carried out by NLZiet. You receive a personal, non-exclusive, non-transferable right that cannot be sub-licensed to view the content for as long as you take the TV service. You can only use any recording, catch-up or replay functions within the possibilities and the period the service provides for this; you do not acquire ownership of the content and no right to keep or (re)use content after your TV service has ended.
  5. Interactive TV is intended for personal, non-commercial use within your household (in accordance with NLZiet’s terms) and is therefore not available for business use. NLZiet is responsible for the availability, quality and content of Interactive TV; the outage compensation under article 10 relates to your OpenFiber connection and not to NLZiet’s content service.

20. Fixed telephony

  1. With fixed telephony you receive a geographic phone number with an area code that matches your region.
  2. Call traffic outside your bundle is invoiced as usage costs in accordance with the rate card.
  3. You can keep your existing phone number (number portability): when you switch to OpenFiber we port your number from your previous provider, and on leaving you can take your number to another provider, insofar as the number portability rules allow.

21. 5G backup

  1. The 5G backup is an additional service alongside your fixed internet connection: if your fiber (temporarily) fails, the connection switches over to a mobile network.
  2. For this service you receive a SIM card with an 097 number (a data-only number). The service is solely intended for the backup function; with the 097 number you cannot make or receive calls and it is not suitable for 112. The number is not transferable (no number portability).
  3. The 5G backup runs over the network of an external mobile operator; availability, coverage and speed depend on that operator and cannot be guaranteed by us.
  4. The SIM card remains the property of OpenFiber or the relevant mobile operator, is linked to your service and may only be used for it. In the event of loss, theft or misuse, report this immediately; we will then block the SIM. Until you report it, you remain responsible for its use.

Rijswijk, August 2026