Effective Date: 04/01/2025
The following terms are defined for clarity and consistent interpretation across all company policies and procedures. These definitions apply to all references throughout our documentation:
Situations that significantly impair a customer's ability to use internet services or complete payments through our platform. This includes, but is not limited to, complete service outages, system errors that prevent billing or payment functions, and urgent account access issues.
An individual or tenant residing at a property serviced by our partnered Internet Service Providers (ISPs), who interacts with the company to receive billing assistance, manage their account, and complete payments.
UTG (United Telecom Group) – Also known as Pulse Living, JoinPulse, Pulse, partners with a variety of service providers to manage billing operations, customer support, and digital account access on their behalf. Here by knows as (we, us, company, billing company)
Formal expressions of dissatisfaction initiated by a customer concerning any aspect of our service, including billing operations, the payment system, customer service interactions, or any issue that materially affects the customer experience.
Billing-related operations provided by the company, including—but not limited to—invoice generation, payment processing, customer support, account maintenance, and communication of billing-related updates.
Any actions taken by a customer that are in breach of our service agreement, company policies, or terms of use. This may include misuse of the platform, failure to comply with payment obligations, or abusive behavior toward staff.
Any monetary benefit or discount received or perceived by the customer due to service efficiencies, bundled ISP offerings, on-time payment incentives, or other cost-saving features facilitated through our platform.
The digital interface provided by the company for customers to manage billing details, submit payments, request customer support, and view or update account information. This includes both web and mobile applications, if applicable.
The authorized, appropriate, and acceptable use of the platform and related services. Customers are expected to use the system solely to manage billing responsibilities, view payment information, and communicate with support regarding internet service accounts.
Non-critical breaches of policy or low-level issues that do not significantly disrupt platform services or operations. Examples include payment delays of fewer than seven days, unintentional miscommunications, or basic user errors.
All financial activities processed through the platform by or on behalf of the customer. This includes bill payments, refunds, attempted payments, adjustments, and other monetary interactions related to billing.