Zuma Internet Terms of Service

Effective Date: September 3, 2026 Last Updated: September 3, 2026 Version: 1.0

PLEASE READ THIS. These Terms contain a binding arbitration provision and a class action waiver in Section 16. That means most disputes between you and Zuma get resolved by an arbitrator instead of a judge or jury, and you cannot bring or join a class action.

You can opt out of arbitration. Email contact@zumainternet.com within 30 days of signing up and say you do not want to arbitrate. That is all it takes. Opting out will not affect your service, your price, or how we treat you in any way.

1. What This Agreement Covers

These Terms of Service are the agreement between you and Zuma Internet, Inc. (“Zuma,” “we,” “us”) for residential internet service.

They work together with:

• Our Privacy Policy and State Privacy Rights Supplement
• Our Acceptable Use Policy
• Our Broadband Facts label for your plan

Together these are the “Agreement.” If something in these Terms conflicts with the Privacy Policy on a privacy matter, the Privacy Policy controls.

1.1 Accepting This Agreement

You accept these Terms when you place an order, activate service, or use the service. You must be at least 18 years old and authorized to make decisions for your household.

1.2 Who This Covers

These Terms apply to you and to everyone who uses your Zuma connection — household members and guests included. You are responsible for making sure the people using your connection follow this Agreement.

1.3 Residential Service

Zuma currently sells residential internet service for personal and household use. Working from home, running a home business, streaming, gaming, and heavy usage are all fine — there is no usage you need to worry about, and we do not police what you do with your connection.

What we ask is that you not resell your connection or share it as a paid service with people outside your household.

If you need connectivity for a business location rather than a home, we do not have a product for that yet. Tell us anyway — we would like to know there is demand.

2. What You Pay

2.1 Your Price Does Not Increase

The monthly price for your plan is the price for as long as you keep that plan. It is not an introductory rate. It does not expire. There is no promotional period that ends, and we do not raise prices annually the way other providers do.

If we raise the price of a plan, that change applies to new customers. It does not apply to you. The only way your bill changes is if you choose to change plans.

This is a commitment in this contract, not a marketing statement.

One exception, and we want to be upfront about it.

Zuma does not own the fiber that runs to your home. A city or network owner does, and they charge us a monthly fee for your connection. They have the right to raise that fee.

If they ever do, we may pass through no more than the actual increase. Never more. Never rounded up. Never used as cover for a margin increase on our side.

If that ever happens:

• We give you 90 days’ notice before it takes effect
• We tell you exactly what the network owner raised and by how much
• You may cancel with no fee, as with any material change
• The network owner’s fee schedule is public, so you can check our math

We have never done this and we would rather not. But we would rather tell you the one circumstance that could change your price than promise something we do not fully control.

[DECISION — T9: this is the narrow version. Confirm with counsel that pass-through is limited to the documented wholesale increase, and that the notice period is at least as long as the network owner’s notice to Zuma. Willmar MSA § 4.4 caps annual City fee increases at 10% with 90 days’ notice, so a 90-day customer notice is only achievable if Zuma passes it through immediately on receipt.]

2.2 What Is Included

Included at no charge
Standard installation
Wi-Fi router and equipment
Managed Wi-Fi service, provided through Plume HomePass
Unlimited data — no caps, no overage charges, no throttling
Symmetrical speeds — same upload as download

There is no equipment rental fee, no installation fee, no activation fee, no early termination fee, and no contract. The monthly price is the whole price, other than taxes and government fees we are required to collect.

2.3 Prepaid Billing

Zuma is prepaid. You pay for each month of service before it begins.

• No credit check. We do not run your credit or make credit inquiries about you.
• No deposit. Ever, for any reason.
• No Social Security number. We do not ask for it.
• No late fees. There is no such thing, because there is no balance to be late on.

If a payment does not go through, we will tell you right away and try again. We will keep trying and keep you posted. Your service will not be interrupted for at least 10 days after we notify you, and we will tell you in writing before it is.

If money is tight, talk to us. We will work out a payment arrangement. We would rather keep you connected than disconnect you over a bad month — internet is not optional anymore, and we know it. Call 224-407-6844 or email contact@zumainternet.com.

Nothing goes to collections and nothing is reported to a credit bureau.

[DECISION — T10: Willmar MSA Exhibit A § 5.3.3 requires 10 days’ written notice before disconnection for non-payment plus reasonable payment arrangements for hardship. To avoid giving away free service, bill 14 days before the service period begins so the 10-day notice runs inside the already-paid period. Confirm Sonar supports that billing cycle.]

2.4 If You Cancel Mid-Month

We refund the unused portion. If you cancel on the 10th of a month you paid for, you get roughly two-thirds of that month back. We do not keep money for service you did not receive.

2.5 Disputed Charges

If something on your bill looks wrong, tell us and we will look into it. There is no deadline for raising a billing question. If we got it wrong, we fix it and refund you.

2.6 Taxes and Government Fees

You are responsible for taxes and fees that governments require us to collect. We show these separately and we do not add fees of our own invention on top of them.

3A. If You Need Extra Help

Some households need more than a standard install and a phone number. These commitments are part of this Agreement, not favors.

Medical needs. If someone in your home depends on internet connectivity for a medical device or telehealth care, tell us and we will flag your account for priority restoration during an outage. Contact us at 224-407-6844 or contact@zumainternet.com to register.

Payment arrangements. If you are a senior, have a disability, or are going through a hard stretch, we will work out an extended payment arrangement rather than disconnect you.

Setup help. If you would like help getting your devices connected — not just the router, but your TV, your phone, your printer — ask. We will walk you through it for as long as it takes, and we will not rush you off the phone.

Accessibility. If you need to reach us in a way other than phone or chat, or need materials in an alternative format, contact contact@zumainternet.com and we will accommodate you.

Assistance programs. If you are having trouble affording service, ask us. We will point you to programs you may qualify for.

[DECISION — T11: Willmar MSA Exhibit A § 9.1 requires all of the above. § 2.5 separately requires Zuma to work with the Broadband Commission to develop at least one service tier priced for low-income households, with any alternative program subject to Commission approval. Confirm whether that has happened. The $50 tier may not satisfy it, and this is a compliance obligation, not a marketing choice.]

3B. Service Credits for Outages

If your service is out for more than 24 consecutive hours, we credit you for the time you were down. You do not have to ask — we apply it automatically on your next bill.

[DECISION — T1: this is an automatic-credit commitment. Fiber is reliable, so the cost is likely small, but confirm the systems can detect and credit automatically before publishing. If they cannot, the commitment must be “contact us and we will credit you” instead.]

[DECISION — T12: the 24-hour threshold does not match the network agreement. Willmar MSA Exhibit A § 5.2.1 requires 99.5% monthly availability — about 3.6 hours of downtime per month. Zuma would breach the City standard roughly six times over before a customer became eligible for a credit here. Either lower the threshold, or be prepared to explain the gap to the Broadband Commission. A 4-hour threshold would align the two and is a stronger customer commitment than any incumbent offers.]

This does not apply to outages caused by something at your home — a power failure, your own equipment, or a device you connected.

4. Speeds and Performance

We publish the speeds for each plan and we build the network to deliver them.

Actual speeds depend on things partly outside our control: your device, your Wi-Fi setup, how many devices you have running, the servers you are connecting to, and how the wider internet is behaving. Wi-Fi in particular is affected by walls, distance, and interference — a wired connection will always be faster than Wi-Fi.

What we commit to: we do not throttle your speed, we do not slow down particular applications or services, we do not impose data caps, and we do not charge overage fees.

We commit to delivering at least 75% of your plan’s advertised speed at all times. If we are not, tell us and we will fix it. That is a floor, not a target — most of the time you should see the full speed.

Our full network management disclosures and published service commitments are in our Broadband Facts label and Service Commitments page.

[DECISION — T13: Willmar MSA § 2.9 requires Zuma to publish service level commitments covering speeds, latency, reliability, and support response times on its public website. Exhibit A § 5.2.2 sets the 75% bandwidth floor. A separate Service Commitments page must exist before launch — this is a contractual obligation to the City, not optional.]

5. Installation and Access to Your Home

5.1 Getting Connected

Standard installation is included at no charge.

Where Zuma operates on a network owned by a city or other third party, the network owner runs the fiber to your home and installs the network terminal. Their appointment requires someone 18 or older to be present.

Zuma ships your Wi-Fi router to you. It is designed to set itself up — plug it in and it configures automatically. If you would rather have help, call us and we will walk you through it.

You agree to give Zuma and the network owner reasonable access to your property to install, maintain, inspect, and eventually remove equipment.

5.2 If You Rent

If you do not own the property, you are responsible for getting the owner’s permission before we install. We may ask you to confirm you have it.

5.3 Non-Standard Installations

Most installations are standard. If yours requires unusual work — a long underground run, boring under a driveway, wiring we cannot reach — we will tell you what is involved and what it costs before we do anything. You can decline. We will never do work you did not agree to and bill you afterward.

5.4 If We Cannot Safely Install

If your property presents a hazard to Zuma or network owner personnel, installation or service may be declined. We will tell you why.

6. Equipment

6.1 It Stays Ours

The router and any other equipment we provide remain Zuma property. You do not buy it and there is no rental fee. Take care of it, do not open or modify it, and do not move it to a different address without telling us.

6.2 Returning It

When your service ends, return the equipment within 30 days. We will send you a prepaid shipping label or arrange pickup — returning it should not cost you anything.

6.3 If Equipment Is Not Returned or Comes Back Damaged

If equipment is not returned within 30 days, or comes back damaged beyond normal wear, we may charge a fee. All Zuma pricing, including equipment and installation charges, is published on our plans and pricing page. There are no prices we do not publish.

By accepting these Terms, you authorize Zuma to charge unreturned or damaged equipment fees to the payment method on file.

If that happens:

• We tell you what you owe and why, and give you a chance to return the equipment or dispute the charge.
• A Zuma team member reviews every account before any collections referral.
• We do not report to credit bureaus. Zuma does not furnish information to Equifax, Experian, TransUnion, or any consumer reporting agency. An unpaid equipment fee will never appear on your credit report as a Zuma account.

Normal wear is not damage. A scuff is not damage. We are talking about equipment that was broken, submerged, or destroyed.

6.4 Repairs

If the equipment fails and it was not misused, we replace it at no charge.

7. Cancelling

7.1 How

Cancel online in your account, or through any channel you can reach us in — chat, phone, or text. It takes one step or one conversation.

We will ask once whether there is something we could fix, and check whether you are moving, because if you are we would rather move your service than lose you. That is one question, not a process.

We will not route you to a retention department, require a phone call, make you explain yourself, ask a second time after you have answered, or hide the cancel button. If you say no, your cancellation processes immediately.

7.2 When It Takes Effect

Your cancellation is effective on the date you request, or immediately if you do not specify. We send written confirmation with the effective date.

7.3 What You Owe

Nothing. There is no early termination fee, no cancellation fee, and no contract to break. We refund the unused portion of the month you paid for. You return the equipment. That is the whole process.

7.4 If You Move

Tell us and we will move your service if we serve your new address. If we do not serve it yet, we will cancel without penalty and let you know if we build there later.

8. When We Can Suspend or End Service

We may suspend or end your service if:

• payment fails and is not resolved after we have contacted you;
• you violate the Acceptable Use Policy in a way that creates a real problem — network attacks, illegal activity, or interference with other customers;
• someone at your address threatens or harasses our staff;
• we are no longer able to serve your address for reasons outside our control, such as loss of network access; or
• we are required to by law.

We give you notice first unless the situation requires immediate action for safety, security, or legal reasons. If we end your service for a reason that is not your fault, we refund the unused portion and there are no fees.

We will not terminate your service because you contacted support too many times, cost us too much to serve, or complained.

9. Acceptable Use

Do not use Zuma service to break the law, attack or interfere with networks or other users, send bulk unsolicited email, or infringe others’ rights.

We do not monitor what you do online. See our Privacy Policy — we do not inspect your traffic or log the sites you visit for any commercial purpose. This section exists because we need the ability to act if something genuinely harmful is happening on our network, not because we are watching.

Full details are in our Acceptable Use Policy.

10. Emergency Services

Zuma provides internet service, not phone service. We do not provide 911 or emergency calling.

If you use an internet-based calling service, that service depends on your internet connection and your power. If either goes out, it will not work. Keep another way to reach emergency services.

11. Communications From Us

11.1 Service Messages

We will contact you about your service — outages, appointments, billing, security. These are part of the service and you cannot opt out of them, though you can choose the channel.

11.2 Marketing

We may contact you about Zuma products and offers. You can opt out of all of it at any time — see Section 8 of our Privacy Policy for how, by channel.

11.3 Automated Calls and Texts

You agree that we may contact you at the phone number you give us using automated systems or prerecorded messages for service-related purposes. Standard message and data rates may apply. Reply STOP to any text to stop texts.

Consent to marketing messages is never a condition of getting or keeping service.

11.4 Recording

Calls and chats with Zuma, including with our AI assistants, are recorded and transcribed. We tell you at the start of each call. If you do not want a call recorded, tell us and we will offer another channel.

11.5 Electronic Delivery

You agree to receive this Agreement, notices, bills, and legal disclosures electronically. You can request paper copies at contact@zumainternet.com at no charge. To receive electronic documents you need an email address and a device that can open PDFs.

12. Changes to This Agreement

We may update these Terms. If a change is material, we will notify you at least 30 days before it takes effect by email or in your account, and we will explain what changed.

If you do not accept a material change, you may cancel without any fee. Continuing to use the service after the change takes effect means you accept it.

Two things we will not change this way:

• Your price. Section 2.1 is a commitment for as long as you keep your plan.
• The arbitration provision, as applied to any dispute that arose before the change.

13. Privacy

Our Privacy Policy governs how we collect, use, and share information about you. It is part of this Agreement.

13.1 Minnesota Subscribers — Authorization Regarding Personally Identifiable Information

[This section is required by Minn. Stat. § 325M.04 subd. 2, which requires a conspicuous provision in the subscriber contract. Counsel must review before publication.]

Minnesota law protects your personally identifiable information as an internet subscriber, including your address, telephone number, email address, the fact that you obtained specific services from Zuma, and the internet sites you visit.

Zuma obtains your authorization to disclose that information only by your affirmative written or electronic request. We never treat your failure to object as authorization.

We do not disclose your personally identifiable information except:

• as you specifically authorize;
• as required by a court order, warrant, subpoena, or lawful request from a law enforcement officer, as set out in Minn. Stat. § 325M.03;
• as incident to the ordinary course of business as Minnesota law defines it — debt collection, order fulfillment, request processing, or transfer of ownership; or
• to another internet service provider to report or prevent violations of an acceptable use policy or service agreement.

Any request for your authorization will describe who would receive your information and what they would do with it. You may withdraw authorization at any time at contact@zumainternet.com.

Full detail is in our State Privacy Rights Supplement.

14. Warranties and Disclaimers

We work hard to keep your service running and we will tell you honestly when something is wrong.

That said: the service and equipment are provided “as is.” We do not warrant that service will be uninterrupted or error-free, or that it will meet every requirement you might have. To the extent permitted by law, we disclaim implied warranties of merchantability and fitness for a particular purpose.

We are not responsible for the content, services, or websites you reach over your connection, or for anything you buy from a third party using it.

Nothing here limits rights you have under law that cannot be waived.

15. Limitation of Liability

15.1 Our Cap

To the extent permitted by law, Zuma’s total liability for any claim relating to this Agreement or your service is limited to the greater of $500 or the amount you paid us in the 12 months before the claim arose.

15.2 Excluded Damages

To the extent permitted by law, we are not liable for indirect, incidental, special, consequential, punitive, or exemplary damages, including lost profits, lost data, or lost business, even if we were told they were possible.

15.3 What This Does Not Limit

These limits do not apply to Zuma’s gross negligence or willful misconduct, bodily injury or property damage caused by Zuma, or anything else the law does not allow us to limit.

15.4 Time to Bring a Claim

We do not shorten the time you have to bring a claim. Whatever your state’s statute of limitations gives you, you keep.

16. Dispute Resolution and Arbitration

Please read this section carefully. It affects how disputes get resolved.

16.1 Talk to Us First

Before starting arbitration or going to court, send us a written description of the problem and what you want, to contact@zumainternet.com or Zuma Internet, Inc., Attn: Legal, 1068 Moores Mill Rd NW, Atlanta, GA 30327. We have 30 days to try to resolve it. Most things get fixed here.

If we have a dispute with you, we will do the same before starting anything.

16.2 Agreement to Arbitrate

If we cannot resolve it, you and Zuma agree that any dispute arising out of or relating to this Agreement, the service, the equipment, or our marketing will be resolved by binding individual arbitration rather than in court, except as stated below.

This Agreement involves interstate commerce and the Federal Arbitration Act governs this section.

16.3 You Can Opt Out — 30 Days

If you do not want to arbitrate, email contact@zumainternet.com within 30 days of first subscribing and say so. Include your name and service address. That is all.

Opting out will not affect your service, your price, or anything else. We will not treat you differently for it.

16.4 What Is Not Covered

Either of us may bring an individual claim in small claims court instead. Nothing here prevents either of us from seeking an injunction to stop intellectual property misuse or unauthorized use of the service. And you may always report an issue to a government agency, including your state Attorney General or the FCC.

16.5 How It Works

Arbitration is administered by the American Arbitration Association under its Consumer Arbitration Rules. Details at adr.org.

• Zuma pays all arbitration filing and arbitrator fees for claims under $75,000, except where you have brought a claim the arbitrator finds frivolous.
• Hearings take place in the county where you live, by phone, or by video — your choice.
• Small claims can be decided on documents alone if both of us agree.
• The arbitrator can award you anything a court could, including attorney’s fees where the law provides them.
• The arbitrator’s decision is final and enforceable in any court.

16.6 No Class Actions

You and Zuma agree that claims may only be brought individually, not as a class action, collective action, or representative proceeding. The arbitrator may not consolidate more than one person’s claims.

If this paragraph is found unenforceable as to a particular claim, that claim proceeds in court and the rest of this section still applies to everything else.

16.7 Coordinated Claims

If 25 or more similar arbitration demands are filed against Zuma by the same or coordinated counsel, they will be administered in batches of no more than 50 claims each. Each batch is heard by a single arbitrator, with the first batch treated as bellwether cases. The parties will use the results to try to resolve the rest. Statutes of limitation are tolled for unfiled claims while batches proceed.

[DECISION — T2: this is a mass-arbitration protection. Without it, a firm can file thousands of individual demands and the filing fees alone can be existential for a company Zuma’s size. Counsel should review the batching mechanics against current AAA Mass Arbitration Supplementary Rules.]

16.8 Jury Waiver

If any part of this section is unenforceable, or a claim falls outside it, both of us waive the right to a jury trial to the fullest extent the law allows.

16.9 Survival

This section survives the end of your service.

17. General

Governing law. Minnesota law governs this Agreement for Minnesota subscribers, without regard to conflict of laws rules. [DECISION — T3: Zuma is a Delaware corporation headquartered in Georgia serving Minnesota. Counsel should confirm whether per-state governing law or a single designated state is preferable as the footprint grows.]

Assignment. You may not transfer this Agreement without our written consent. We may assign it to an affiliate or a successor to our business, and the successor takes on our obligations to you.

Force majeure. Neither of us is liable for failures caused by things genuinely outside our control — natural disasters, power failures, government action, labor disputes, or loss of access to the network we operate on. We will still credit you for outages under Section 3.

Severability. If any provision is unenforceable, the rest stays in effect.

No waiver. If we do not enforce something right away, we have not given up the right to enforce it later.

Entire agreement. This Agreement, with the documents it references, is the whole agreement between us. Nothing a salesperson or technician tells you changes it unless we put it in writing.

Survival. Sections 6.3, 14, 15, 16, and 17 survive the end of your service.

18. Contact Us

Email: contact@zumainternet.com Phone: 224-407-6844 Mail: Zuma Internet, Inc., 1068 Moores Mill Rd NW, Atlanta, GA 30327

You can also reach the FCC at fcc.gov/complaints or your state Attorney General.