Your agreement

Before activation, we provide the service order, these terms, the Acceptable Use Policy, applicable Fair Usage Policy and any service/equipment schedule for your review and acceptance. A coverage enquiry is free and does not create a paid subscription. Existing agreed terms are not replaced retrospectively merely because this page changes.

Changes to your service terms

Express may update the Fair Usage Policy or other terms of your service agreement when needed. We will notify you at least 30 calendar days before any change takes effect. The notice will explain what is changing and give the effective date. We will explain your options and obtain your agreement where required.

Shared broadband and speed

Express is shared broadband with speeds of “up to” the advertised rate. It is not a dedicated internet circuit. Performance depends on network demand, the destination service and your equipment. Plan-specific service levels and remedies are stated in your agreement.

Wi-Fi speed varies with distance, walls, nearby wireless devices and device capability. For consistent performance on demanding applications, use Ethernet on compatible TVs, consoles, desktops and laptops when Wi-Fi is inconsistent, particularly above 50 Mbps. Phones and tablets can follow our Wi-Fi guide.

Fair usage and plan benefits

Our Fair Usage Policy and plan table (EXPRESS-FUP-2026-11-05-v3) set out the daily usage thresholds and temporary reduced download/upload speeds for Home 40, Home 100, Business 50 and Business 100. Downloads and uploads are added together during the FUP window. Monday–Friday: 6:00 AM–6:00 PM. Saturday: 6:00 AM–2:00 PM. No FUP on Sunday. All times are East Africa Time (EAT). Restrictions end at the window’s close and counting starts afresh at 6:00 AM on the next FUP day.

Home 40 and Home 100 are the only plans with the free evening boost. From 6:00 PM to 6:00 AM EAT daily, the boost doubles download speed only. Home 40 offers up to 80 Mbps download and up to 20 Mbps upload during these hours. Home 100 offers up to 200 Mbps download and up to 50 Mbps upload. On Saturdays the FUP ends at 2:00 PM and the boost starts at 6:00 PM.

We supply the applicable schedule for acceptance with your service order. A website update alone does not retrospectively change your existing agreement. Crossing a threshold does not itself create an additional usage charge or automatic plan upgrade.

Installation and equipment

Installation depends on coverage, site access, required verification and an agreed scope. Obtain any building or landlord permission. We confirm installation charges and any extra work before proceeding. Fibre equipment and leased routers remain Bell property; a router sold to you is yours. The equipment schedule records ownership, serial numbers and return arrangements.

Equipment and replacement charges

Return Bell’s fibre device, leased router and supplied accessories as agreed when your service ends. A router you bought outright belongs to you. Its advertised purchase price of TZS 150,000 includes VAT.

These charges apply to Bell equipment that is lost, not returned by the agreed deadline, or damaged for a reason the customer is responsible for under the accepted agreement. If only the adapter needs replacement, only the adapter charge applies. We identify the model and confirm the VAT-inclusive price before replacement.

Amounts are in TZS. Totals shown include VAT at 18%. We confirm the applicable VAT and final total before charging.

Power protection at your premises

Provide a stable power supply and use suitable power protection for the fibre device, router and adapters. At installation, or at a later visit, our technician records what protection is present, any advice given and your response. You can ask for a copy of that record.

If equipment fails, we check the affected item and explain the findings. A power-related charge requires evidence linking the damage to inadequate protection at your premises. A power cut, a failed adapter or a note that protection was missing does not establish the cause on its own. Normal wear and tear and faults in the equipment itself are excluded from damage charges. We give you the assessment and itemised amount and review any dispute through care@express.tz.

12-month manufacturer warranty

All equipment supplied by Bell carries a 12-month manufacturer warranty from the date on the purchase receipt or, for equipment supplied on loan or lease, the date of handover. Keep that record and the device serial number. You can request a copy of the warranty from care@express.tz. Use a stable, suitably protected power supply and leave repairs or modifications to an authorised technician.

Report a fault to care@express.tz so Bell can assess it and arrange the manufacturer’s remedy for a covered defect. This may be repair or replacement. Damage caused by tampering, an unauthorised repair, misuse or inadequate power protection is excluded. After the 12-month period, a new unit is not automatically supplied free of charge. Your statutory rights still apply.

Care of leased equipment

During the subscription, you are responsible for loss or damage to Bell equipment caused by your negligence or misuse. We identify the affected item, explain the evidence and quote the repair or replacement cost before charging. Normal wear and tear and faults in the equipment itself are excluded from damage charges.

After cancellation: return within 7 calendar days

Bell will send written confirmation identifying the cancellation date, any outstanding balance, the Bell-owned items to return and how to return them. You have 7 calendar days from receipt of that confirmation, or from the effective cancellation date if later. We provide a receipt for returned equipment. If an agreed collection date changes, contact us before the return deadline so we can record the revised arrangement.

If an item remains unreturned after the deadline and you had a reasonable opportunity to return it, Bell will treat it as a sale under the accepted agreement and add the agreed equipment price to your itemised final invoice. Ownership passes when that item is paid for in full. If Bell accepts a late return, we adjust the invoice or issue a credit for the returned item, allowing only for any separately substantiated damage.

Final invoice and recovery

The final invoice is due on receipt. If an undisputed amount remains unpaid 14 calendar days after its due date, Bell may refer it to a debt recovery agent or lawyer. For the final invoice, those 14 days run from receipt. If an item looks wrong, contact care@express.tz with the invoice reference. We review the disputed item separately while the undisputed balance remains payable.

You are responsible for reasonable, documented third-party collection and legal costs actually incurred in recovering the debt, to the extent recoverable under Tanzanian law or awarded by a court. Bell or its authorised agents may report suspected fraud to the competent authorities where there is evidence of dishonest conduct. An overdue payment alone is handled as a debt.

Print the equipment schedule · EXPRESS-EQ-2026-11-05-v2

Prices and payment

Published Express prices include VAT unless expressly stated otherwise. Subscriptions are payable in advance for a monthly calendar cycle or the selected six-month period. We confirm the first service date, billing period and any pro-rata amount before activation. A monthly equivalent shown for a six-month offer requires the full six-month payment upfront.

Use your account ID as the payment reference. Keep your payment confirmation. Your total account balance can differ from one invoice because of other invoices, credits or payments. Tell us promptly about a disputed amount. A payment extension must state its duration and agreed charges.

Overdue accounts and suspension

Please pay by the stated due date to keep your connection active. We give advance notice of suspension for non-payment, including the deadline and time; where specified, this is 10:00 AM EAT on the due date. We confirm what is needed to restore service.

Not paying or not using the connection does not automatically cancel the agreement. Lawful outstanding charges and equipment-return obligations remain. Any further subscription charges during suspension require a clear, previously agreed basis; suspension is not a basis for undisclosed charges.

Changes, cancellation and temporary holds

Submit your request at express.tz/update with your account ID, service address and preferred date. Give at least seven calendar days’ notice before the end of the current billing period for routine cancellation or a change at renewal. If the form is unavailable, email care@express.tz from your registered address or contact us for alternative verification. Keep the request reference or other proof of submission.

We verify authority and confirm the effective date, any final balance and equipment return. Plan changes normally start with the next billing period. There are no voluntary holds within an already paid monthly or six-month period. Future-cycle holds and relocations require confirmation of timing, equipment arrangements and any quoted charges. A late request does not automatically authorise a new six-month purchase.

Refunds and equipment return

Voluntary non-use or early departure does not ordinarily refund unused prepaid time. This does not remove statutory cancellation or refund rights, or remedies for a service failure. Any applicable online cancellation period and effect of an expressly requested early start are explained before service begins.

Return Bell equipment and supplied accessories under the agreed arrangements when service ends. Loss or damage charges require an agreed basis and supporting evidence; normal wear and inherent faults are not customer damage. Disputed balances and equipment obligations are recorded and reviewed separately.

Support and external websites

We investigate the Express connection up to the agreed service handover point. Work on customer devices, internal networks or Wi-Fi beyond the agreed scope may be separately chargeable after advance agreement. Our Wi-Fi guide and support team can help identify the next step.

Some websites or apps may be unavailable because of lawful government or regulatory restrictions, the website operator’s controls or external faults. This alone does not establish an Express outage or compromised access. When you report a connection issue, Express will check the service, explain the findings and advise you of any remedy that applies.

Complaints, privacy and your rights

Contact care@express.tz or call 0787 776 878 with your account ID and concern. Complaints are handled without a complaint-handling fee. If you are dissatisfied with the response, ask Express Care for a management review. We will explain the outcome and the further steps available to you.

Our Privacy Policy explains collection and use of personal information. Nothing here excludes a duty, credit, compensation or other remedy that cannot lawfully be excluded.

Makubaliano yako

Kabla ya kuanza huduma, tunakupa agizo la huduma, masharti haya, Sera ya Matumizi Yanayokubalika, Sera ya Matumizi ya Haki inayohusika na maelezo ya huduma/vifaa ili uyapitie na kuyakubali. Ombi la kuchunguza upatikanaji ni bure na halianzishi huduma ya kulipiwa. Kubadilisha ukurasa huu hakubadilishi masharti yaliyokubaliwa awali kwa kipindi kilichopita.

Mabadiliko ya masharti ya huduma

Express inaweza kurekebisha Sera ya Matumizi ya Haki au masharti mengine ya mkataba wako wa huduma inapohitajika. Tutakujulisha kuhusu kila badiliko angalau siku 30 za kalenda kabla halijaanza kutumika. Taarifa hiyo itaeleza kitakachobadilika na tarehe ambayo badiliko hilo litaanza kutumika. Tutaeleza chaguo zako na kupata ridhaa yako pale inapohitajika.

Intaneti ya pamoja na kasi

Express ni intaneti ya pamoja yenye kasi ya “hadi” kiwango kilichotangazwa. Si muunganisho wa intaneti uliotengwa kwa mteja mmoja. Utendaji hutegemea matumizi ya mtandao, huduma unayoifikia na vifaa vyako. Viwango vya huduma na suluhisho vinavyohusu kifurushi chako vinaelezwa kwenye mkataba.

Kasi ya Wi-Fi hubadilika kutokana na umbali, kuta, vifaa vingine vya wireless vilivyo karibu na uwezo wa kifaa. Kwa utendaji thabiti kwenye matumizi yanayohitaji kasi kubwa, tumia waya wa Ethernet kwenye TV, vifaa vya michezo, kompyuta za mezani na laptop zinazounga mkono waya ikiwa Wi-Fi haitulii, hasa zaidi ya Mbps 50. Simu na tablet zinaweza kufuata mwongozo wetu wa Wi-Fi.

Matumizi ya haki na faida za kifurushi

Sera yetu ya Matumizi ya Haki na jedwali la vifurushi (EXPRESS-FUP-2026-11-05-v3) vinaonyesha viwango vya matumizi ya kila siku na kasi za muda zilizopunguzwa za kupakua/kupakia kwa Home 40, Home 100, Business 50 na Business 100. Data iliyopakuliwa na iliyopakiwa hujumlishwa ndani ya kipindi cha FUP. Jumatatu–Ijumaa: 06:00–18:00. Jumamosi: 06:00–14:00. FUP haitumiki Jumapili. Saa zote ni za Afrika Mashariki (EAT). Udhibiti unaisha kipindi kinapofungwa na hesabu huanza upya saa 06:00 siku inayofuata yenye FUP.

Home 40 na Home 100 pekee ndizo zinazopata ongezeko la bure la kasi kila siku kuanzia 18:00 hadi 06:00 EAT. Kasi ya kupakua pekee ndiyo huongezeka mara mbili. Katika kipindi hicho, Home 40 ina kasi ya kupakua hadi Mbps 80 na ya kupakia hadi Mbps 20. Kwa Home 100, kasi ya kupakua ni hadi Mbps 200 na ya kupakia hadi Mbps 50. Jumamosi FUP inaisha saa 14:00 na ongezeko la kasi linaanza saa 18:00.

Tunatoa maelezo ya kifurushi yanayohusika ili yakubaliwe pamoja na agizo la huduma. Kusasisha tovuti pekee hakubadilishi kwa nyuma mkataba uliopo. Kuzidi kiwango hakusababishi chenyewe gharama ya ziada ya data au kubadilishwa kifurushi moja kwa moja.

Ufungaji na vifaa

Ufungaji hutegemea upatikanaji wa mtandao, ruhusa ya kuingia eneo, uhakiki unaohitajika na kazi iliyokubaliwa. Pata ruhusa ya mwenye jengo au nyumba inapohitajika. Tunathibitisha gharama za ufungaji na kazi za ziada kabla ya kuendelea. Vifaa vya fibre na router za kukodishwa hubaki mali ya Bell; router uliyouziwa ni yako. Maelezo ya vifaa yanaonyesha umiliki, namba za vifaa na utaratibu wa kuvirejesha.

Vifaa na gharama za kubadilisha

Unapomaliza huduma, rudisha kifaa cha faiba cha Bell, ruta ya kukodisha na vifaa vyake kwa utaratibu mliokubaliana. Ruta uliyonunua ni mali yako. Bei yake ya ununuzi ya TZS 150,000 inajumuisha VAT.

Gharama hizi zinahusu kifaa cha Bell kilichopotea, ambacho hakijarudishwa kufikia tarehe mliyokubaliana, au kilichoharibika kwa sababu inayomhusu mteja chini ya mkataba aliokubali. Ikiwa ni adapta pekee inayohitaji kubadilishwa, utatozwa gharama ya adapta pekee. Tutabainisha modeli na kuthibitisha bei pamoja na VAT kabla ya kuibadilisha.

Bei ni kwa TZS. Jumla zilizoonyeshwa zinajumuisha VAT ya 18%. Tutathibitisha VAT inayohusika na jumla kabla ya kukutoza.

Kinga ya umeme katika eneo lako

Hakikisha kuna umeme thabiti na tumia kinga inayofaa kwa kifaa cha faiba, ruta na adapta. Wakati wa ufungaji au ziara ya baadaye, fundi wetu ataandika aina ya kinga iliyopo, ushauri aliotoa na jibu lako. Unaweza kuomba nakala ya taarifa hiyo.

Kifaa kikiharibika, tunakikagua na kukueleza matokeo. Ili kutoza gharama ya uharibifu wa umeme, tunahitaji ushahidi unaohusisha uharibifu huo na ukosefu wa kinga inayofaa katika eneo lako. Kukatika kwa umeme, kuharibika kwa adapta au taarifa kwamba kinga haikuwepo hakuthibitishi chanzo peke yake. Hutatozwa gharama za uharibifu kwa uchakavu wa kawaida au hitilafu ya kifaa chenyewe. Tutakupa matokeo na mchanganuo wa gharama. Unaweza kuomba mapitio kupitia care@express.tz.

Dhamana ya mtengenezaji ya miezi 12

Kila kifaa kinachotolewa na Bell kina dhamana ya mtengenezaji ya miezi 12 kuanzia tarehe ya risiti ya ununuzi au, kwa kifaa cha kuazima au kukodisha, tarehe ya makabidhiano. Hifadhi kumbukumbu hiyo na namba ya utambulisho wa kifaa. Unaweza kuomba nakala ya dhamana kupitia care@express.tz. Tumia umeme thabiti wenye kinga inayofaa. Marekebisho au mabadiliko yafanywe na fundi aliyeidhinishwa.

Ripoti hitilafu kupitia care@express.tz ili Bell ikague kifaa na kuratibu matengenezo au ubadilishaji kulingana na dhamana ya mtengenezaji. Dhamana haijumuishi uharibifu uliosababishwa na kuchezewa kwa kifaa, matengenezo yasiyoidhinishwa, matumizi mabaya au kinga duni ya umeme. Baada ya miezi 12, kifaa kipya hakitolewi bure moja kwa moja. Haki zako za kisheria zinabaki.

Utunzaji wa vifaa vya kukodisha

Wakati wa usajili, unawajibika kwa upotevu au uharibifu wa kifaa cha Bell unaosababishwa na uzembe au matumizi yako mabaya. Tutabainisha kifaa kilichoathirika, kueleza ushahidi na kukutajia gharama ya kukitengeneza au kukibadilisha kabla ya kukutoza. Hutatozwa gharama za uharibifu kwa uchakavu wa kawaida au hitilafu ya kifaa chenyewe.

Baada ya kufunga huduma: rudisha vifaa ndani ya siku 7 za kalenda

Bell itatuma uthibitisho wa maandishi wenye tarehe ya kufunga huduma, salio lolote unalodaiwa, vifaa vya Bell unavyopaswa kurudisha na jinsi ya kuvirudisha. Una siku 7 za kalenda kuanzia unapopokea uthibitisho huo au kuanzia tarehe ya kufunga huduma ikiwa tarehe hiyo ni ya baadaye. Utapewa risiti ya vifaa ulivyorudisha. Tarehe tuliyokubaliana ya kuchukua kifaa ikibadilika, wasiliana nasi kabla ya mwisho wa muda wa kurudisha kifaa ili tuandike mpango mpya.

Muda ukiisha bila kifaa kurudishwa, baada ya kuwa na nafasi inayofaa ya kukirudisha, Bell itakihesabu kuwa kimeuzwa kwa mujibu wa mkataba uliokubali na itaongeza bei iliyokubaliwa katika ankara yako ya mwisho. Umiliki wa kifaa utahamia kwako utakapokilipia kikamilifu. Bell ikikubali kifaa kilichorudishwa baada ya muda, itarekebisha ankara au kuandika kiasi hicho kama salio la mteja, ikizingatia tu uharibifu wowote uliothibitishwa kando.

Ankara ya mwisho na ukusanyaji wa madeni

Ankara ya mwisho inapaswa kulipwa mara tu unapoipokea. Kiasi ambacho hakina ubishi kikibaki bila kulipwa baada ya siku 14 za kalenda tangu tarehe ya malipo, Bell inaweza kukabidhi deni kwa wakala wa ukusanyaji wa madeni au wakili. Kwa ankara ya mwisho, siku 14 zinaanza unapopokea ankara. Ikiwa unahoji kipengele fulani, wasiliana na care@express.tz ukitaja namba ya ankara. Tutakipitia kando huku sehemu isiyo na ubishi ikiendelea kudaiwa.

Unawajibika kwa gharama za wahusika wengine za ukusanyaji wa deni na huduma za kisheria ambazo ni za kiasi kinachofaa, zimetumika kweli na zina nyaraka za uthibitisho, kwa kiwango kinachoruhusiwa na sheria za Tanzania au kuamriwa na mahakama. Bell au mawakala wake walioidhinishwa wanaweza kutoa taarifa ya tuhuma za udanganyifu kwa mamlaka husika kunapokuwa na ushahidi wa mwenendo wa udanganyifu. Kuchelewa kulipa pekee kunashughulikiwa kama deni.

Chapisha ratiba ya vifaa · EXPRESS-EQ-2026-11-05-v2

Bei na malipo

Bei za Express zilizotangazwa zinajumuisha VAT isipokuwa imeelezwa vinginevyo. Huduma hulipiwa mapema kwa mwezi wa kalenda au kipindi cha miezi sita ulichochagua. Tunathibitisha tarehe ya kuanza, kipindi cha malipo na kiasi cha sehemu ya mwezi kabla ya kuanza huduma. Bei ya mwezi iliyoonyeshwa kwenye ofa ya miezi sita inahitaji kulipia miezi yote sita mapema.

Tumia namba ya akaunti yako kama kumbukumbu ya malipo. Hifadhi uthibitisho wa malipo. Salio lote la akaunti linaweza kutofautiana na ankara moja kutokana na ankara nyingine, marekebisho ya salio au malipo. Tujulishe mapema kuhusu kiasi unachopinga. Kuongezewa muda wa kulipa lazima kuonyeshe muda na gharama zilizokubaliwa.

Malipo yaliyochelewa na kusimamishwa kwa huduma

Tafadhali lipa kufikia tarehe iliyoonyeshwa ili huduma iendelee. Tunatoa taarifa ya awali ya kusimamishwa kwa huduma kwa kutolipa, ikijumuisha tarehe na muda wa mwisho; pale ilipoainishwa, muda huo ni 10:00 AM EAT kwenye tarehe ya mwisho ya malipo. Tunathibitisha kinachohitajika kurejesha huduma.

Kutolipa au kutotumia muunganisho hakufuti mkataba moja kwa moja. Gharama halali zilizobaki na wajibu wa kurudisha vifaa vinaendelea. Gharama nyingine za huduma wakati imesimamishwa lazima ziwe na msingi ulio wazi uliokubaliwa awali; kusimamishwa hakuruhusu gharama zisizoelezwa.

Mabadiliko, kufunga na kusitisha huduma kwa muda

Wasilisha ombi kwenye express.tz/update ukiweka namba ya akaunti, anwani ya huduma na tarehe unayopendekeza. Toa taarifa angalau siku saba za kalenda kabla ya mwisho wa kipindi cha malipo kwa kufunga huduma kwa kawaida au kubadili kifurushi wakati wa kuhuisha. Fomu isipatikane, tuma barua pepe care@express.tz kutoka anwani iliyosajiliwa au wasiliana nasi kwa uhakiki mwingine. Hifadhi namba ya ombi au uthibitisho mwingine wa kuwasilisha.

Tunahakiki mamlaka ya mwombaji na kuthibitisha tarehe ya utekelezaji, salio la mwisho na kurudisha vifaa. Mabadiliko ya kifurushi kwa kawaida huanza kipindi kijacho cha malipo. Hakuna kusitisha kwa hiari ndani ya mwezi au miezi sita iliyolipiwa tayari. Kusitisha kuanzia kipindi kijacho au kuhamisha huduma kunahitaji kuthibitisha muda, utaratibu wa vifaa na gharama zozote zilizonukuliwa. Ombi la kuchelewa haliruhusu moja kwa moja ununuzi mpya wa miezi sita.

Marejesho ya malipo na vifaa

Kutotumia au kuacha huduma mapema kwa hiari kwa kawaida hakusababishi kurejeshewa malipo ya muda uliobaki. Hili haliondoi haki za kisheria za kufuta au kurejeshewa malipo, wala suluhisho kwa hitilafu ya huduma. Kipindi chochote cha kisheria cha kufuta oda ya mtandaoni na athari ya kuomba kuanza mapema huelezwa kabla ya huduma kuanza.

Rudisha vifaa vya Bell na vifaa vyake vya ziada kwa utaratibu uliokubaliwa huduma ikiisha. Gharama za kupoteza au kuharibu lazima ziwe na msingi uliokubaliwa na ushahidi; uchakavu wa kawaida na hitilafu za asili si uharibifu wa mteja. Salio linalopingwa na wajibu wa vifaa hurekodiwa na kupitiwa kando.

Msaada na tovuti za wengine

Tunachunguza muunganisho wa Express hadi sehemu iliyokubaliwa ya kukabidhi huduma. Kazi kwenye vifaa vya mteja, mtandao wa ndani au Wi-Fi nje ya kazi iliyokubaliwa inaweza kutozwa kando baada ya makubaliano ya awali. Mwongozo wa Wi-Fi na timu yetu vinaweza kusaidia kutambua hatua inayofuata.

Baadhi ya tovuti au programu zinaweza kutopatikana kutokana na vizuizi halali vya serikali au mdhibiti, masharti ya mwenye tovuti au hitilafu za nje. Hili pekee halithibitishi kukatika kwa Express au kuvunjwa kwa usalama wa muunganisho. Ukiripoti tatizo la muunganisho, Express itakagua huduma, itakueleza matokeo na kukufahamisha suluhisho linalokuhusu.

Malalamiko, faragha na haki zako

Wasiliana na care@express.tz au piga 0787 776 878 ukiweka namba ya akaunti na tatizo lako. Hakuna ada ya kushughulikia malalamiko. Ikiwa hujaridhika na jibu, omba timu ya Express Care iwasilishe suala lako kwa uongozi ili lipitiwe upya. Tutakueleza matokeo na hatua zaidi unazoweza kuchukua.

Sera yetu ya Faragha inaeleza kukusanya na kutumia taarifa binafsi. Hakuna hapa kinachoondoa wajibu, marekebisho ya malipo, fidia au suluhisho lingine ambalo sheria hairuhusu kuondolewa.