ipNX Nigeria Limited (ipNX) is an IT/Telecoms company licensed by the Nigerian Communications Commission (NCC) to provide Internet services and a host of other value added services.
We provide data, voice and managed services to enterprise and consumer subscribers. These services are delivered via either of our fibre to the home or fixed wireless access network platform which is available in selected cities in Nigeria.
At ipNX, we consider honesty and integrity to be the hallmarks of long-term success which ultimately contributes to the ethical wellbeing of us all. Our professional standards are therefore exceptionally high, and we have systems and processes in place to ensure compliance with anti-robbery and corruption laws. Amongst the most fundamental operating principles are adherence with laws and regulations applicable to our business.
1.1 Scope and Objectives
This General Consumer Code of Practice (the “General Code”) is published by the Nigerian Communications Commission pursuant to section 106 of the Nigerian Communications Act 2003 (in these Codes referred to as “the Act, which contemplates the development of a consumer code that would govern the provision of services by licensed telecommunications operators in Nigeria.
This General Code is to be read in conjunction with the Consumer Code of Practice Regulations 2007. The matters which this code aims to addresses shall include but not limited to the under listed matters:
Terms used in this General Code are either defined in the code or have the meanings defined in the principal Act.
This Code applies to the provision of data, voice and managed services using fibre to the home and fixed wireless access technologies based on license obtained by ipNX from NCC. It has been developed by ipNX in line with the established and published NCC’s General Code of Practice.
1.5 Code Amendment
ipNX may amend this Consumer Code from time to time for conformance to set guidelines that may be required by law or by the NCC.
2. DEFINITIONS & INTERPRETATIONS
Unless otherwise defined, or the context otherwise requires, expressions defined in the General Consumer Code of Practice shall have the same meanings in this document including recitals and schedules:
“Quality of Service Regulation” means the Quality of Service Regulations 2013
“Host” means the ipNX Nigeria Ltd
“Consumer” means the customer
3. PROVISION OF INFORMATION TO CONSUMERS
ipNX Nigeria Ltd shall upon request provide a copy of the contract or agreement for the provision of services and such contracts shall be in clear and simple language.
Copies of duly approved individual code shall be available to consumers on request.
3.2 Service Contract and Duration
Separate minimum periods will apply to the service we supply to you and to each other user depending on the pricing option and package you choose. The minimum service duration or period of service for our consumer data Broadband service is 30 days while that for enterprise service is 12 months or as may be mutually agreed with the customer. The service will begin and the minimum period starts on the day you purchase the customer premises equipment and any other equipment required to use the service, or on the day we activate the service whichever is later.
Please note that ipNX ’s data services is not available in all parts of Nigeria or in every city in Nigeria and may be restricted to certain areas within those cities where service is available.
4. DESCRIPTION OF SERVICES
FOS which means Fibre Optic Internet Service is a high speed connection to the Internet that offers superior bandwidth capacity. We offer a wide range of service plans for homes and offices. Our FOS Unlimited Residential plans give access to unlimited internet data plans including telephony service. Our FOS SME plans target SMEs and gives businesses an edge over competitors. Consumers shall be provided with a complete description and applicable rates of the service options in clear and plain language before entering into a contract for any of our service plans.
Using industry-leading technology (such as our very own Fibre-To-The-Home (FTTH) cable technology) as our core access network infrastructure and fixed wireless radio services (via licensed frequency), we provide bespoke data services to Business Enterprises. Consumers shall be provided with a complete description and applicable rates of the service options in clear and plain language before entering into a contract for any of our service plans.
ipNX Voice Service delivers super-clear calls over our fiber-optic network/fixed wireless radio service and uses an IP (Internet Protocol)-based network connection via analogue phones enabling talk time for international and domestic calls. All calls within the ipNX network are free.
ipNX provides email addresses and domain name registration. The details of the products available, including methods of access, numbers of addresses, amount of web space and tariffs are made available in clear and plain language before entering into a contract for the service.
5. PRICING INFORMATION
Contract shall not take effect until parties mutually agree on the pricing and composition thereof. Pricing components may include but not limited to applicable rates or charges, calculation basis of each charge element, frequency, basis of the collection of the charge, information as to whether charges are subject to change and the frequency of such changes and how information on such matters shall be communicated to the Consumer.
Our retail pricing structure for residents and small businesses is segmented by the various service plans available on our FOS platform. Our service plans can be viewed via our website: www.ipNXnigeria.net
Pricing for services provided to enterprise customers are as per the individual requests and therefore deemed misleading if communicated before comprehending such requests.
This service is currently pre-paid on the FOS platform and wireless platform. Our entire call rates can be viewed on our website: www.ipnxnigeria.net
6.CONTRACT TERMS & TERMINATION
Infrastructure sharing contracts with Consumers shall incorporate standard clauses relating to commencement date, minimum contract term (where applicable), manner and consequences of premature termination and calculation basis for payment of any penalty therefrom, situations where early termination may be permitted, renewal terms, installation, connection and decommission terms, and refund policies. Furthermore, all terms and conditions of a contract regarding the provision of any of our services shall be clearly stated in the contract or agreement in clear and plain language.
The contract itself shall contain the following information regarding the term :
(a) the commencement date of the contract ;
(b) what the minimum contract term is, if applicable ;
(c) where applicable, the minimum contract period and the manner and consequences of termination ;
(d) the situations where early termination is possible ;
(e) the amount or method of calculating any charges payable upon early termination ;
(f) the conditions and terms of renewal of the contract, if applicable ;
(g) the conditions and terms of disconnection and reconnection and fees that may be charged for disconnection or reconnection ;
(h) terms and conditions that may apply to refund of any deposit including timing and any deductions or charges applicable ;
(i) terms and conditions relating to situations that may give rise to the interruption, withdrawal or discontinuation of the service ; and
(j) terms and conditions relating to the delivery, installation or activation of the service.
Our contract terms and related information is available on our website. Our standard terms and conditions, and service order forms also provide additional contract terms and information, which can also be found on our website and in our physical stores, all written in plain and clear language.
Our contract terms and related information are available to customers in the Service Order Contract form.
Prior to activating the service, every subscriber will be expected to sign a service contract which details full terms under which we provide products and services to our customers. It governs the contractual relationship between us and if any discrepancy exists between the Service Contract and Consumer Code of Practise, the Service Contract shall take precedence. A copy of our Standard Service Terms is available for download on our website www.ipnxnigeria.net and such contract shall be written in plain and clear language.
7. PRODUCT WARRANTIES & MAINTENANCE
7.1. Where applicable, ipNX shall inform the consumer of any contractual warranty relating to any shared infrastructure. Such information, where applicable, shall include how to obtain such warranty services
7.2. There shall be specific information to the consumers on the availability and provision of any maintenance service by the Host party.
7.3. We guarantee that any equipment that we sell or deploy to you will work to the relevant specification for the minimum period of 90 days and will be free from faulty design, manufacture or materials. If at any time during the minimum period you find that the equipment is not working properly you may return it to us and we will replace (or at our option) repair it. We will not be responsible for any defects arising from fair wear and tear, accidental or wilful damage, misuse or failure to follow our instructions.
8. PROVISIONING OF SERVICE
Provision of services by ipNX shall be in accordance with the service supply time targets set out in the NCC Quality of Service regulations annexed to this Code. ipNX shall however not be liable for any, delays or refusals of service requests, lack of site availability of infrastructure availability which is beyond its reasonable control.
Further to clause above, ipNX shall bear no responsibility for internet delays or refusals where such is attributable to the lack of credit worthiness of the Consumer.
10. AVAILABILITY OF SERVICE
10.1. ipNX shall ensure that marketing presentation materials to potential Consumers indicate any known geographical or technical limitations which may substantially affect the performance of the Consumer services.
10.2. In addition to the above, marketing materials must indicate any limitations which restrict a particular group of persons, geographical area, particular period of time or limited availability of infrastructure or other materials.
10.3. Our FTTH and FWA network is not available in all parts of Nigeria or in every city in Nigeria and may be restricted to certain areas within those cities where service is available. Our services may be affected by geographic, atmospheric or other conditions or circumstances beyond our control.
11. ADVERTISING OF PACKAGED SERVICES
All marketing materials shall be prepared in line with the standard advertising codes from APCON as well as the Consumer Affairs departments of NCC. Accordingly, our adverts shall be approved by these bodies before being made available on any public domain.
All marketing materials shall be prepared in line with the standard advertising codes from APCON as well as the Consumer Affairs departments of NCC. Accordingly, our adverts shall be approved by these bodies before being made available on any public domain.
(1) ipNX shall make clear in advertising materials which promote the availability of a service any geographical or technical limitations on the availability of the service to consumers which :
(a) substantially affect the performance of the service ; and
(b) are known to ipNX.
(2) ipNX shall make clear in any advertising materials which promote a service offer any limitations in the offer which restrict it—
(a) to a particular group of people ;
(b) to a partial zone, region or other geographical area within the country ;
(c) to a particular period of time ; or
(d) through the limited availability of equipment, facilities or other materials
Our FOS service may be bundled up with our Voice service. Details are available on our pricing terms and conditions of service as shown in clause 4.3 above.
ipNX will clearly be identified as the provider of all its products and services communicated via any means and/or third party vendors. Details of any products and services subject to any communication will be clearly defined within the communication and/or a reference point given within the same communication for access to comprehensive information on the communication in question. The consumer of such communications has the right to cancel any arrangement to purchase, lease or deliver any of our products and services within 7days of the communication, except where the product or service has been supplied to or used by the consumer of the communication.
12. BILLING INFORMATION
12.1. The following information shall be contained in invoices issued to the Consumer:
13. ITEMIZATION OF CHARGES
13.1 ipNX shall ensure that consumers have access to itemized details of all charges either on the bill or on a separate statement provided to the Consumer upon request.
14. TIMING FOR ISSUANCE OF BILL
14.1. ipNX shall process and issue bills and include all charges incurred within 30 days of the closure of each billing period.
14.2. A bill shall include all charges incurred during the billing period except where:
(a) there exists a separate agreement with the Consumer to the contrary ; or
(b) there is a delay as a result of the inclusion by ipNX from other suppliers or service providers in the bill ; or
(c) there is a delay as a result of a change initiated by the Consumer, such as where the Consumer has requested a different billing frequency or billing period ; or
(d) there is a delay as a result of the suspension of charges that are in dispute ; or
(e) there has occurred a billing system or processing problem, in which case the problem shall be rectified and bills issued without undue delay ; or
(f) billing is delayed by circumstances beyond the reasonable control of ipNX, such as an event of force majeure.
14.3. Exceptions may occur whereby all charges are not included on the invoice as a result of separate agreement between parties, or any other reason.
15. RECEIPT AND CONSUMER PAYMENT ADVICE
15.1 ipNX shall ensure that customers are able to verify their bill payment by acknowledgement of payment on the next cycle or appropriate and accessible methods as may be made available by ipNX.
16. BILLING FREQUENCY
16.1. Consumer shall be provided with advance notification of any proposed changes in billing period, such advance notification to be at least equal to two (2) of its otherwise applicable billing periods (i.e. at least 2 months in advance where the billing period being changed is monthly). The notification period may be subject to external factors such as drastic changes in governing laws and regulations.
17.1. In the event of non-payment of bills to ipNX, ipNX shall take necessary measures (which includes but not limited to referring the issue of upon-payment by the consumer to the NCC) to effect such payment or disconnect the consumer’s equipment.
17.2. Necessary measures as referred to above shall be commensurate and not unduly discriminatory.
18. INFORMATION TO CONSUMERS
18.1. ipNX shall ensure that its complaint procedure is accessible in various media and formats or as directly specified by the NCC from time to time. Information on the complaints procedure shall include:
18.2. The procedure must be expressed in clear and simple language and the Consumer must be able to identify how to lodge a complaint either physically or via dedicated online platforms.
18.3. Consumer complaints shall be duly recorded and processed in accordance with identified practices and procedures.
18.4. If you are unhappy with our service, please contact us and let us know. It is through your feedback that we are able to review and improve the overall quality of service we provide. If you have a complaint our formal internal complaints procedure is outlined under the complaint process section below. We are fully committed to addressing all complaints, fully and fairly, and in a reasonable time frame. We do try and resolve complaints via all our support touchpoints. Please contact us stating a preference for a written response if so desired.
19. SPECIAL NEEDS
19.1. Adequate provisions shall be made by ipNX to ensure that people with special needs are able to access the complaint handling process.
19.2. ipNX shall use its best endeavours to provide reasonable assistance to Consumer who may request assistance with lodging complaints.
19.3. ipNX is aware of its legal and moral obligations to disabled customers. We offer a number of different services for our customers with special needs. These services are designed to not only meet the demands of the current regulations, but to also enable us to offer the best possible service to these customers.
19.4. Consumers with disabilities will be allowed to subscribe for the service via an authorised representative.
Copies of this code of practice in larger print are available by post or email from us on request. Our web developers are also working continually to improve the accessibility of our sites to disabled customers.
In the event of a fault, where a special needs customer has a bona fide need of urgent repair, priority is given to restoring such a customer's service.
Disabled customers who are dependent upon the service may nominate somebody who can help them deal with bills, and their account in general. Specifically, this nominee can:
In order to take advantage of any these services, customers with special needs must pre-register their requirements with us. In order to register please call Customer Care.
20. COMPLAINT PROCESS
1. Complaints shall be acknowledged by ipNX verbally or in writing but preferably in the mode or manner requested by the Consumer complainant. Consumer shall forward complaints to the registered address of the Host ipNX Nigeria Limited as stated below:
Balarabe Musa Crescent, Victoria Island, Lagos.
Telephone: 01-6281111, Email: email@example.com , Self-service portal via www.ipnxnigeria.net , Whatsapp: 09096936884 and Social media channels – Twitter: @ipnxsupport, Facebook: IPNX Nigeria Limited, Instagram: ipnxnigeria
2. Where possible, the Consumer shall be provided with an expected outcome or estimated timeframe within which the complaint shall be investigated and resolved. Notwithstanding the forgoing, complaints including those which require further recourse for lack of acceptable resolution, shall be acted upon within the set time frame as directed by the NCC from time to time or as provided in the annexed Quality of Service Regulations and this shall not exceed a period of three calendar months.
3. An identified escalation process shall be accessible to the Consumer where Consumer is dissatisfied with the outcome of a complaint resolution. Such escalation process shall involve further complaint examination by a suitably qualified authorized representative of the Host.
4. Consumers shall be duly informed where resolution via the escalation process has been exhausted and there are no further escalation processes.
5. Oral or non-written complaints shall be deemed acknowledged by ipNX at the time such was communicated to ipNX.
6. ipNX operates a service desk which is reachable 24 hours a day and 7 days a week via telephone, email and social media channels . Complainant should make sure that they have their customer ID and summary of the complaint. This will enable us process and resolve your complaints quickly. If you send an email to us, you will receive an acknowledgement mail accordingly.
7. All Enterprise customers can contact our technical support centre via telephone: 01-6280026, email: firstname.lastname@example.org, Whatsapp: 09010978334, other social media channels remain as – Twitter: @ipnxsupport, Facebook: IPNX Nigeria Limited, Instagram: ipnxnigeria
We aim to deal with problems as quickly as possible and so our help desk assistance will try to resolve the problem during the telephone call although complaint about bills may take longer to put right. If this is not possible, they will inform you of a cause of action. However, there are agreed Mean Time To Repair commitment defined in our service level agreement for enterprise customers.
If you need to escalate a complaint about the way we have handled any aspect of your account or the way you have been treated when contacting the technical support or Customer Service desks, you may escalate by sending an email with the details of your complaint to email@example.com or by writing detailing the nature of the complaint to:
The Head Customer Experience and Advocacy
ipNX Nigeria Limited
4 Balarabe Musa Crescent
When we need to contact you, we will use your billing address, e-mail address, mobile or fixed phone number. We will contact you to advice on the outcome of an investigation to any complaint which our help desk agents were unable to resolve during the initial telephone call.
d. Action on disputed charges
When there is an unresolved complaint or billing dispute, the consumer shall be obliged to make payment of any outstanding amounts other than the amount that is specifically in dispute. We shall not impose any additional charges in form of credit management or interest until while the dispute is being resolved.
21.1 ipNX Complaint handling processes shall be provided free of charge. However, any complain that requires the retrieval of records more than Twelve (12) months shall attract charges which the consumers must be informed and agreed to.
22. FURTHER RECOURSE
22.1 In addition to the complaint process set up by ipNX, the consumer reserves the right to escalate unsatisfactorily resolved or unresolved disputes to the Nigerian Communication Commission (NCC).
22.2 ipNXshall inform consumer after 60 days of non-resolution of the complaint to the satisfaction of consumer to proceed to refer the complaint to the NCC.
23. ACTION ON DISPUTED CHARGES
23.1 Where a Consumer has initiated a complaint through the laid down process and investigation is ongoing, ipNX shall be estopped from taking any action with regard to credit management action or disconnection of installed equipment or related apparatus pending the resolution of the dispute.
24. INTERNAL DATA COLLECTION AND ANALYSIS
24.1 ipNX shall ensure availability of appropriate recording system for complaints and outcomes which shall comply with the requirements of the Commission’s Quality of Service Regulations such that recurring issues are easily tracked for effective processing.
24.2 Complaints tracking data shall be categorised and analysed by the Host from time to time to allow for the identification of recurring problems, ipNX shall inform the Consumer that a record of their complaints is being kept, and if requested by the Consumer shall describe the complaints, tracking system used by the Host.
25. CHANGES TO COMPLAINT HANDLING PROCESS
25.1 ipNX shall ensure that Consumer is properly updated with any information regarding the changes in the Company’s complaint handling process via our website www.ipnxnigeria.net , if any and as may be required by NCC.
26. RETENTION OF RECORDS
26.1 Information collated and recorded by Host in respect of the complaint handling procedure initiated by the Consumer shall be retained for at least twelve (12) months following resolution of a complaint.
27. CONSUMER OBLIGATIONS
a. Acceptance of Licensee Terms
Consumers shall be bound by ipNX’s terms of service on return of a signed service agreement, or on clearly accepting the service terms by any form of telecommunications. By activating the service on commencement date, you are deemed to accept our service terms.
b. Access to Maintenance
Consumers shall grant the Licensee or its authorized representatives, without charge, access to premises, equipment or facilities as reasonably required for any provisioning or maintenance of the services, equipment or facilities.
c. Tampering with Equipment
Consumers shall not use any equipment or related facilities provided by a Licensee for reasons other than those related to normal service, and shall not do anything that interferes with the functioning of such equipment or facilities, without prior written authorization from ipNX. Consumers shall be responsible for any loss of or damage to equipment or facilities that result from actions contrary to the terms and conditions of service or this Code.
d. Reselling Services without Authorisation
The Customer warrants that the Services will not be resold, unless ipNX is notified in writing of the Customer’s intent to do so. In the event that the Services are resold with notice to ipNX, the Customer shall save and hold ipNX harmless for all liability arising from the use or misuse of such resold services, which must be sold under a formal agreement similar in form to this Agreement, including the Acceptable Use Policy. The Customer acknowledges that notice to ipNX of its intent to resell the Services is an acceptance of this clause. The Customer may, however, share the services with third parties without cost. The Customer acknowledges that liability for any use or misuse of the shared services shall rest with the Customer.
e. Misuse of Service
Consumers shall not misuse public telecommunications services, including by: dishonestly obtaining telecommunications services; or possessing or supplying equipment that may be used to obtain such services dishonestly or fraudulently; or using services to send messages that are obscene, threatening or otherwise contrary to applicable laws or regulation.
f. Dishonest Churning
If you are a new customer asking for broadband service, we may choose to investigate your payment history with your last provider before granting you service. For this reason you may need to provide proof of your identity. Consumers are not allowed to ‘switch’ service to another operator without settling all valid payment arrears for any services already provided by their last operator.
28. PROTECTION OF CONSUMER INFORMATION
When ordering for our service, we may ask you for information such as name, home or business address, contact phone numbers and email address. We collect this information by phone, in writing or through a website. We may also ask you other relevant information about the service you are using or ordering.
We use information about you in the following way:
How long we keep personal information depends on how we use that information. In some cases, by law we must keep information for a minimum period as specified by an authoritative body. Unless specific legal requirements say otherwise, we will keep information no longer than is necessary for the purpose we collected or processed the information.
We take due care in ensuring that personal information provided by you are retained and processed in a manner that ensures that this information is accurate, relevant and current for the purpose for which it is to be used for.
29. CODE COMPLIANCE
ipNX takes its responsibility to the code compliance very seriously and recognises the importance of developing and maintaining good Code that is approved by the commission. The company is committed to an ongoing process of improvement in its operational performance, seeking not only to comply with legal or mandatory requirements but also proactively educate her employees regarding the code compliance and providing the required information to the Commission as at when needed.
ipNX is in full support and agrees to work with the Commission as well as customers to ensure that the service it delivers in terms of quality and customer support continues to meet and even exceed developed standards and codes of conduct.
All complaints by consumers will first be lodged and dealt with by ipNX in accordance with Clause 7 of this Code. Where a Consumer lodges a complaint with the Commission and does not initially contact us, the Commission will forward the complaint to ipNX for resolution in accordance with our complaint handling process detailed in this Code.
Industry complaints are those made by one Licensee against another for an alleged breach of a consumer code. Industry complaints will also include complaints by a group representing consumer interests against a Licensee.
All Industry complaints will be lodged directly with the Commission. Where an Industry complaint is lodged with a Licensee, without evidence that the complaint has been lodged with the Commission as well, the Licensee shall forward a copy of the complaint to the Commission without delay, and will notify the complainant that it has been forwarded to the commission.
The Nigerian Communications Commission (NCC) is empowered by law and is fully responsible for ensuring compliance as well investigation into complaints or breach of code by either ipNX, her customers or between ipNX and other providers.
Where there is a dispute between us that cannot be resolved within 60 days from the first date of lodging the complaint with us, you have the right to refer the matter to the Head Consumer Affairs department of Nigerian Communication Commission.
We will treat any information concerning any complaint or compliance in confidence and will not disclose it to anyone except or in accordance with any instructions you have given us. However, there are circumstances in which we may be required by law to disclose information. Such requests normally come from Statutory Authorities, for example, Police Forces, EFCC and Excise etc. Any such disclosure will be strictly controlled and will be made fully in accordance with the laws of the Federal Republic of Nigeria.
30. ACCEPTABLE USE POLICY
For the complex network of networks which we call “the Internet” to function correctly, it is essential that all of those who connect to it do so in accordance with generally accepted standards and practices.
Most customers of ipNX Internet will be using commercial software which handles all technical aspects of their connection for them, but certain configuration issues and matters of courtesy or common sense must be noted by all users.
ipNX Internet's relationship to other networks, and ultimately its connectivity to the rest of the Internet, depends largely upon proper behaviour by Customers, and therefore ipNX Internet cannot tolerate practices by any of Customers which negatively impacts our equipment or network, or that of other users of the Internet, or which in any way damages ipNX Internet's standing in the wider Internet community.
ipNX will therefore enforce appropriate sanctions against any Customers who are responsible for abuse of the Internet. Such sanctions include, but are not limited to, a formal warning, suspension of one or more of the Customer's services, suspension of all Internet access through ipNX Internet, or termination of the customer's account(s). Where services are cancelled or withheld for abuse, ipNX Internet shall not be obliged to refund any unused portion of fees paid, and reserves the right to levy appropriate additional charges as damages. Such charges shall not preclude or supersede any rights ipNX may have under the Service Agreement with the Customer.
For the guidance of customers on what ipNX Internet considers to be unacceptable, some general issues are addressed below. Please note that ipNX is not responsible for the content of external sites which are referenced by this AUP.
You must not use your Internet connection for any illegal purpose. You should be aware that some material is illegal to possess or transmit. You should also note that unauthorized access to computer systems can be an offence; although many machines connected to the Internet are placed there so that you may access them, it does not follow that you may access any computer you come across.
Your traffic over the Internet may traverse other networks, or use other services, which are not owned or operated by ipNX Internet. If more restrictive than this AUP, you must also abide by the AUPs and other terms and conditions imposed by the operators of those networks and services.
You must not send packets onto the Internet which have forged addresses or which are deliberately constructed so as to adversely affect remote machines.
Your machine or network must not be configured in such a way that others can exploit it to disrupt the Internet.
You may not run "scanning" software which accesses remote machines or networks, except with the explicit permission of those remote machines or networks.
You must ensure that you do not further the sending of unsolicited bulk email or any other form of email or "abuse". This applies to both materials which originate on your system and also third party material which passes through it.
You must not run an "open mail relay", via a machine which accepts mail from unauthorized or unknown senders and forwards it onward to a destination outside of your machine or network. If your machine does relay mail, on an authorized basis, then it must record its passing through your system by means of an appropriate "received" line. As an exception to the ban on relaying, you may run an "anonymous" relay service provided that you monitor it in such a way as to detect unauthorized or excessive use. However, you may not relay traffic from such an anonymous system via ipNX Internet's servers, i.e. you can only pass email from such a system to ipNX Internet where this is the correct destination for final delivery.
Any decision ipNX Internet makes in relation to its services will be final on all matters.
The customer shall not: