Shipping & Delivery Policy

Last Updated: June 11, 2026
Important Note: NACSS is an Internet Service Provider (ISP). We do not sell physical retail products that are shipped via courier. Our "delivery" refers to the provisioning and activation of internet connectivity services, the dispatch of field technicians for installation, and the supply of network equipment (routers, ONT/modem, set-top box) as part of the service package. This policy covers all such service deliveries within our operational area.

1. Scope of This Policy

This Shipping & Delivery Policy applies to:

2. Service Area

NACSS currently provides services in Rasakhowa, Karandighi, and surrounding localities within Dist. Uttar Dinajpur, West Bengal - 733201. Availability at a specific address is subject to network coverage. Contact us before placing a request to confirm serviceability at your location.

3. New Connection – Installation & Delivery Timeline

Standard TAT (Turnaround Time): After submission of a complete new connection request along with required documents, installation is completed within 3 to 7 working days depending on location, network availability, and technician scheduling.
Service Type Typical TAT Remarks
Broadband (Fiber/Cable) – Urban / Semi-Urban 3–5 Working Days Subject to cable feasibility survey
Broadband (Fiber/Cable) – Rural / Remote 5–7 Working Days May require additional infrastructure
IPTV Set-Top Box Deployment 2–4 Working Days Bundled with broadband or standalone
Landline Provisioning 3–5 Working Days Includes number allocation and activation
Dedicated Lease Line (Enterprise) 7–15 Working Days Depends on bandwidth, route survey & PoP distance
Connection Relocation 3–7 Working Days Subject to serviceability at new address
Equipment Replacement (Fault) 1–3 Working Days Priority basis; subject to stock availability

Working days are Monday to Saturday, excluding public holidays. TAT begins from the date all required documents are received and payment (if applicable) is confirmed.

4. Documents Required for New Connection

The following documents must be submitted at the time of application to avoid delays:

4.1 KYC Compliance

All new connections are subject to Know Your Customer (KYC) verification as per TRAI and DoT guidelines. Failure to provide valid KYC documents will delay or prevent activation of the connection.

5. Installation Process

  1. Enquiry / Application: Submit your request online via our Enquiry Form or call +91 7001603132.
  2. Feasibility Check: Our team verifies network availability at your premises — typically within 1 working day.
  3. Document Verification: KYC documents are collected and verified (in-person or via a field executive visit).
  4. Payment Confirmation: Applicable advance or plan fee is collected.
  5. Technician Dispatch: A field technician is assigned and will contact you before the visit to confirm the appointment.
  6. Installation & Testing: Equipment (router/ONT/set-top box) is installed, cables are laid, and the connection is tested for speed and stability.
  7. Activation: Service is activated and account credentials are provided to the customer.

6. Equipment Supply (Router, ONT, Set-Top Box)

NACSS supplies the following equipment as part of the service package, on a loan basis (ownership remains with NACSS):

Equipment Dispatch Note: Equipment is hand-delivered by our field technician at the time of installation. We do not courier equipment separately. All equipment remains the property of NACSS and must be returned upon service cancellation.

7. Delays & Force Majeure

Installation timelines may be extended due to:

NACSS will inform customers of any expected delay beyond the standard TAT and endeavor to complete the installation at the earliest opportunity.

8. Customer Responsibilities

9. Online / Digital Service Delivery

Plan renewals, recharges, and upgrades completed online via the Customer Portal (customer.nacss.in) are activated immediately upon payment confirmation — no physical delivery or technician visit is required for these transactions.

10. Complaints & Escalations

If your installation has not been completed within the committed TAT, or if you face any issue with equipment delivery, please:

We aim to acknowledge all complaints within 24 hours and resolve installation-related issues within 48–72 hours.

11. Contact Us

For any queries related to this Shipping & Delivery Policy: