Terms and Conditions

Broadband Service Terms for Residential Customers

These are the terms and conditions on which we supply our broadband services (“services”) to you. These terms and conditions apply if you are a consumer. You are a consumer if: a) you are an individual; and b) you are buying products from us wholly or mainly for your personal use (not for use in connection with your trade, business, craft or profession). In some areas you will have different rights under these terms depending on whether you have ordered a residential product or a business product. The name of the product you have ordered will indicate whether it is a residential product or a business product.

Please read these terms carefully. These terms tell you who we are, how we will provide our broadband services to you, how you and we may change or end the contract, what to do if there is a problem and other important information.

We are Jurassic Fibre Ltd, a company incorporated in England and Wales with company registration number 11427267. Our registered office is at 6th Floor, 33 Holborn, London EC1N 2HT.

You are our customer and your name and contact details will be as set out on the order confirmation that we email over to you when we accept your order (see clause 1.2 below). The address for delivery of the services is the address stated on the order confirmation. You confirm that you are not a business and are not intending to use our services wholly or mainly for business purposes. You will be responsible for paying the charges for our services in accordance with these terms.

How to contact us. You can contact us by telephoning our Customer Success Team at 01392 345600, by contacting us through our app, by emailing us at contactus@jurassic-fibre.com or by writing to us at Jurassic Fibre Ltd, Sowton Business and Technology Centre, Capital Court, Bittern Road, Sowton, Exeter, EX2 7FW.

How we may contact you. If we need to contact you regarding your services, we will do so by phone, by writing to you at the email address or postal address you provided to us in your order or through our app. We may send customer service announcements to you by email, SMS text message or through our app. Please ensure that you tell us immediately if any of your contact details change.

Our terms and conditions for Jurassic Fibre FUT (Friendly User Trial) will apply to any free trial of the services that we offer to you.

"Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails, SMS text messages and any messages sent through our app.

“Working days”. Where We use the phrase “working days” this excludes Saturdays, Sundays and public holidays.

1. Our Contract

1.1 How to place an order for our services. Residential customers can order our services either with one of our representatives in person or by phone, or through our website or app. We can only accept orders for areas where our services are available or, as we continue to build our network, are about to be available. We will notify you if our services are not available in your area at the time when you place your order or as soon as possible thereafter.

1.2 How we will accept your order. Our acceptance of your order will take place when we email your order confirmation to you at which point a contract will come into existence between you and us.

1.3 What you have ordered. Your order confirmation contains all the details of the broadband services you have ordered which we agree to supply to you in accordance with these terms and conditions and any service level arrangements (“Service Level Agreement”) we have agreed to.

1.4 Contract Term. If you have ordered a residential product, your services will automatically continue on a monthly basis from the date that the services are activated, as detailed in clause 3.10 below. See clauses 9 and 11 below for how you or we may end this contract early.

1.5 Your right to cancel within 14 days. You have the right to cancel your order by contacting us within 14 days of the order confirmation being sent to you. You can do this by contacting our Customer Success Team through our app, by emailing contactus@jurassic-fibre.com, or by calling us on 01392 345600. Please note that if you request activation of your services within the 14 day cancellation period and we have started to provide the broadband services to you, you will have to pay us the cost of the broadband services you have received up to the point when you notify us of cancellation, including any costs associated with any installation services carried out. If we have provided you with any equipment to connect to our services, you must return and pay for the costs of return of that equipment to us within 14 days of cancelling the contract. If you fail to do so, we may charge you for the cost of any such equipment. The contract will not end until you have returned the equipment to us.

1.6 Satisfaction Guaranteed – residential products purchased on or before 31 August 2020 only. If you have placed an order for one of our residential products on or before 31 August 2020, in addition to your rights under clause 1.5 above, you will also have the right to cancel our services if you are not satisfied with your services by contacting us within 21 days of the date the services are activated (as detailed in clause 2.10 below). You can do this by contacting our Customer Success Team through our app, by emailing contactus@jurassic-fibre.com, or by calling us on 01392 345600 and letting us know why you are dissatisfied with your services. If you contact us to cancel within this period, and we are unable to remedy any issue in a manner that is satisfactory to you, we will refund any charges you have paid, and we will arrange to collect the Optical Network Terminator / router we installed at your property. You will be responsible for returning and paying for the costs of return of all other equipment we have supplied to you to connect the services in accordance with clause 5.3 below. Please note we will not be responsible for removing any equipment affixed to your property or for returning your property to its original condition before the equipment was installed and any repairs required will be your responsibility.

1.7 Your customer number. We will assign a customer number to your order and tell you what it is when we accept your order. It will help us if you can tell us the customer number whenever you contact us.

1.8 We only operate in the UK. Our website and marketing material is solely for the promotion of our services in the UK.

2. Specific Terms for Business Products

The terms set out in this clause 2 only apply to customers who have purchased business products.

2.1 If you have ordered a business product, your contract with us may be subject to a Minimum Term. The length of any minimum term for the contract (“Minimum Term”) will be communicated or notified to you before you place your order and will also be shown on your order confirmation. Any such Minimum Term will start from the date that the services are activated, as detailed in clause 3.10 below (for new orders) or from the date of the order confirmation (for changes and upgrades). You must keep and pay for the broadband services for the whole of the agreed Minimum Term, unless you or we are allowed to end this contract earlier. See clauses 9 and 11 below for how you or we may end this contract early. We will contact you at least two months before the end of your Minimum Term to let you know that the Minimum Term is coming to an end. Your services will automatically continue on a monthly basis after expiry of the Minimum Term, unless you notify us at least 1 month before the end of the Minimum Term that you wish to end the contract at the end of the Minimum Term.

2.2 After the Minimum Term ends. The amount you pay for your broadband services will not change during the Minimum Term (except to pass on any changes in VAT under clause 4.5 below) unless you make any changes to the services that you have ordered. Your services will continue on a monthly basis after the Minimum Term, unless you choose to end the contract at the end of the Minimum Term, but price changes may apply in accordance with clause 4.3 below.

2.3 Ending the contract during the Minimum Term. If you end your contract during the Minimum Term (other than where you have a right to end it – see clause 9.2 below) then we may charge you an early termination charge equal to the cost of installing and activating the services.

2.4 Payment of early termination charge. If you end the contract during any Minimum Term, we may charge this amount directly to your next bill. By entering this contract for a business product, you are authorising us to do this. We will give you reasonable notice in writing before making these charges. For further information about early termination charges, please contact us.

2.5 Ending the contract after the Minimum Term. If we are not at fault and none of the reasons listed in clause 9.2 apply, you must give us 1 month’s notice if you want to terminate after expiry of the Minimum Term. The contract will not end until 1 calendar month after the day on which you contact us. For example, if you tell us you want to end the contract on 4 February, we will continue to supply the service until 3 March. We will only charge you for supplying theservices up to 3 March.

3. Service Installation & Activation

3.1 Consents and Permissions. If you are the freehold owner of the property, you will be required to enter into an agreement allowing us access to the property in substantially the same form attached at Appendix A of these terms and conditions (“Access Agreement”) to enable us to provide the services. You will also be responsible for obtaining any other consents and permissions required to enable us to install, activate, inspect, maintain, alter or repair the services. If you are a tenant of the property, you will be required to procure that the freehold owner of the property enters into the Access Agreement with us and that the freehold property owner obtains any other consents and permissions required to enable us to install, activate, inspect, maintain, alter or repair the services. You acknowledge that if either you (where you are the freehold owner of the property) or the freehold owner of the property (where you are a tenant) fails to enter into the Access Agreement or you or the property owner fails to obtain the relevant consents and permissions then we will not be obliged to provide the services at the property.

3.2 We will contact you to arrange the network installation. When the connection point outside your property is live, we will contact you to arrange for one of our installation engineers to install and configure the equipment you need to use our services at a time which suits you (subject to the limitations set out in clause 3.5 below). All installation engineers work to our agreed standards, using approved equipment. Unless otherwise specified in these terms(particularly in clauses 3.5 and 3.6 below) or otherwise agreed with you, our installation and activation services are included within the price payable by you for the services and are provided at no additional charge to you. In the event you decide to use your own router, configuration of the router is outside the scope of the services. In the event the services include a Service Level Agreement, you will be required to you notify us using the method set out in the Service Level Agreement.

3.3 The installation team will have your contact details. This is so that they can contact you to let you know when they will arrive, or to deal with any unexpected problems or delays. They will only use your contact details for these purposes and only in accordance with our Privacy and Cookie Policy available on our website or from our Customer Success team. You will also have their contact details, including a photo of your installation engineer, so that you can verify that the correct person has arrived to install your services. You can also contact our Customer Success Team at any time if you have a query about your installation.

3.4 Access to your property. You agree to allow us to access your property in order to install and activate the services and to otherwise provide the services to you. If you do not allow us to access your property as arranged (and you do not have a good reason for this) the installation may be cancelled. We will contact you to try and re-arrange access to your property but if despite our reasonable efforts we are unable to contact you or re-arrange access, we may terminate this contract and charge you reasonable compensation for any costs we may have incurred to date in relation to your contract.

3.5 Non-standard installations. These are bespoke projects which have specific requirements because of the length of the access route or surfaces which require special techniques to dig and re-instate. Non-standard installations are sometimes outside the scope of our free installation service and will require a separate on-site visit by an installation engineer who will prepare a written estimate of the installation cost. If applicable, we will discuss the installation costwith you before we accept your order and before the installation can commence. If you agree to go ahead with the installation, the installation charges will be confirmed to you in writing and once the network is installed then our services can be delivered to you according to your order. The agreed installation charge will be taken upfront when your order is confirmed.

3.6 Weekend Installations. Our installation engineers are typically able to arrange appointments between 8am-5pm, Monday to Friday. If you do require an installation at the weekend or outside normal working hours, we may be able to arrange this for a cost which will be notified to you when you arrange your appointment. This cost will be calculated to cover the costs of sending both engineers to you outside of working hours and may depend on the length and complexity of your installation. These charges will be taken upfront when your order is confirmed. For more information please contact our Sales Team.

3.7 The installation engineer will carry out a risk assessment before commencing work. If the installation engineer decides that it is not possible to carry out the installation safely, or if there is no one over the age of 18 present at the property, you will be informed and given the opportunity to make alternative arrangements.

3.8 Changes to your requirements. Please note that if you change your requirements (including making changes to the route or term of the contract), this may affect your eligibility for a standard installation. If there has been an error in assessing the criteria for your installation which means you do not qualify for standard installation, the installation engineer will inform us, and we will discuss and agree with you how to proceed and any charges which may apply.

3.9 If the installation cannot be carried out as arranged. The installation engineer will do everything possible to carry out your installation at the arranged time, but if it is not possible to carry out or continue with the installation because of safety issues, the complexity or the materials required, the installation engineer will inform us and will ask you to confirm your acceptance that a further appointment will be required. We may charge you reasonable costs incurred by us in connection with such further appointment. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property or if you do not accept that a further appointment will be required we may terminate the contract and charge you reasonable compensation for any costs we may have incurred to date in relation to your contract.

3.10 Activation Date. Once your order is confirmed and the services are installed (if applicable) we will activate your services (your “Activation Date”).

4. Our charges and your payments

4.1 How we calculate our monthly charges. The amount you pay for our broadband services depends on the level of services you have ordered and is shown as a monthly amount, including VAT, on your order confirmation. Payments must be made by instant card payment. Any installation charges will be charged as an additional upfront payment. Your first payment will be taken within 5 working days after your service is activated, and on the same day of each month thereafter.

4.2 Rolling Term – residential products only. If you have ordered a residential product, your services will start on theActivation Date and will continue on a monthly basis, unless and until you choose to end the contract. To understand how to end this contract and the rights and responsibilities you have, please read clause 9.

4.3 Price Changes. We may review our charges at any time, but any price changes (except to pass on any changes inVAT under clause 4.5 below) will not apply to contracts which are still within any Minimum Term (unless you have made any changes to the services that you have ordered). If our prices are to change, we will give you at least 1 month’s notice and you will be entitled to contact us to terminate our contract in the event that you do not agree to accept our price changes (see clause 9 below).

4.4 Changes, Extras and Upgrades. If you decide to change your services, we will tell you what your new monthly charges will be and ask you to confirm that you accept those.

4.5 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the Activation Date, or during the time we are supplying services to you, we will adjust the rate of VAT that you pay for the services and show this on your bill.

4.6 3rd party charges. We are not responsible or liable for any 3rd party charges from other organisations (such as telephone or content providers) which you may incur while using the services.

4.7 If you do not pay. If you do not pay us for our services when you are supposed to then we will notify you and make two further attempts to collect payment. If you still do not make payment within 5 days of your first such notification, we may suspend supply of the services until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the services. If payment is still not received 10 days or more after we notify you that the payment is due, we will consider the contract to be broken and may physically disconnect your services and end the contract (and clause 11.2 will apply). If this happens during any Minimum Term, you will be responsible for payment of any costs associated with installation of the services. We will not suspend the services where you validly dispute an unpaid invoice.

4.8 We can charge interest if you pay late. Without affecting our rights set out in clause 4.7 above, if you do not make any payment to us by the due date, we may charge interest to you on the overdue amount at the rate of 4% a year above the base lending rate of Barclays Bank from time to time, together with any reasonable costs incurred by us in collecting such overdue amount. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount and any reasonable costs incurred by us in collecting such overdue amount.

4.9 What to do if you think we have made a mistake in our charges. If you think an invoice is wrong, please contact us promptly to let us know and we will not charge you interest until we have resolved the issue. Once the dispute is resolved, we may charge you interest on correctly invoiced sums from the date the dispute is resolved until the date of actual payment.

5. Using our services

5.1 Acceptable use. When using our services, you agree to abide by our Acceptable Use Policy available on our website or from our Customer Success Team. You may only use our services for lawful purposes. You agree that we may intermittently monitor your use of our services including data volume and type of traffic (whether authorised by statute or other legislation or otherwise) to ensure lawful use and to assist our traffic management. If you use theservices improperly, negligently or in a way which interferes with other customers’ use of the services, we may exercise our right to suspend your use of our services or end our contract. We may immediately remove any material placed on our servers by you or other users which breaches this contract or is otherwise harmful to our interests or the interests of our other customers.

5.2 Liability for breach of Acceptable Use Policy. You agree that you are responsible for all use of the services under this contract, whether you gave your permission or not. For example, if someone has access to your home and uses the services, we would consider them to be within your control and you could be liable for unlawful use such as illegally downloading or transmitting copyright material. You should only allow access to your Wi-Fi and home network to people you trust, and you must accept responsibility for their use of our services.

5.3 Equipment. The router and any other equipment we supply to you to connect to our services remains our property. You are responsible for maintaining all the equipment we supply to you in good order and in accordance with any instructions that we provide to you. You should also ensure that you are aware of the installation route of the network apparatus across your property and draw this to the attention of any third-party doing work on your property. If youreport a fault which we trace within your property, we will make an appointment to carry out repairs or replace faulty equipment but if, in the reasonable opinion of the engineer, the fault was caused by damage caused to the equipment or the network apparatus, then a charge may be made. If you or we cancel your contract then any equipment we supply to you to connect the services must be returned to us in good working order at your cost. If you fail to do so, we may charge you for the cost of any such equipment or for any damage caused to the equipment. (Please note, if you cancel the contract in the circumstances set out at clause 1.6 above, then we will arrange to collect the Optical Network Terminator / router we installed at your property.)

5.4 If there is a fault on the wider network. When we become aware of a network fault outside your property boundaries, we will do our best to ensure it is diagnosed and repaired within 1 working day.

5.5 We cannot guarantee fault-free performance. Due to the shared use of networks and factors outside our control such as access to 3rd party content and services, your internet access availability and speed may vary from time to time. In addition, the speed and limitations of Wi-Fi (your router position, wall thickness, device capability etc) may affect the actual speed that you experience. In larger homes or certain types of building, additional equipment may be required to ensure this bandwidth is available as a Wi-Fi signal throughout the home. This additional equipment can be supplied at a cost and may be recommended to you by your installation engineer. We are not responsible for any reduction in speed caused by your own devices or equipment, for example antivirus software causing slow speeds on a computer or phone. If you are consistently receiving slower speeds than your subscription allows, please contact our Customer Success Team through our app, by emailing contactus@jurassic-fibre.com, or calling us on 01392 345600.

5.6 How to tell us about problems. If you have any questions or complaints about our broadband services, please contact our Customer Success Team through our app, by emailing contactus@jurassic-fibre.com ,or calling us on 01392 345600.

5.7 IP addresses. Unless you arrange with us to have a static IP address (note: only applies to customers who have purchased business products and additional charges may apply), the internet address allocated to you may be varied at any time. It will at all times belong to us. You may not sell or agree to transfer the internet address to any person. We grant to you a non-exclusive, non-transferable licence during the term of the contract to use the internet addresswhile you receive internet access from us which will end if this contract ends.

5.8 Our services. We aim to carry out our services for you with reasonable skill and care. However, we cannot guarantee that our services will be available at all times, error free and/or without minor defects.

5.9 Compliance with laws. We will comply with all applicable laws, regulations and codes of practice when providing the services to you.

5.10 KidSafe product. Our KidSafe product is an optional extra that is supplied as part of our services at no extra cost. It helps protect children from unsuitable content, chatrooms and websites that can be found on the internet. The KidSafe network uses information from the IWF (Internet Watch Foundation) database, that is updated hourly to maintain its integrity, and returns a landing page to the user when any URL is requested that is blacklisted. It is your responsibility to determine whether any of the content accessed via our services is appropriate for children or anyone else in your household or office to view or use. Our KidSafe feature can be enabled to help mitigate the risks of children using our services however, this is done at your sole discretion and you take full responsibility for anyone’s use of our services.

6. Suspending the services

6.1 Your rights if we suspend the services because of our actions

We may have to suspend the supply of your services:

(a) to deal with technical problems or make minor technical changes;

(b) to update the services to reflect changes in relevant laws and regulatory requirements; and/or

(c) to make changes to the services as requested by you or notified by us to you (see clause 7).

6.2 We will do our best to ensure that necessary maintenance and support work is carried out overnight and we will do our best to give you reasonable warning by email, SMS or through the app prior to such work being carried out, although this may not always be possible if the problem is urgent or an emergency.

6.3 Your rights if we suspend the service because of your actions

We may have to suspend the supply of your services:

(a) if you do not pay us when you are supposed to (see clause 4.7);

(b) if you misuse our network or do not comply with our Acceptable Use Policy (see clause 4); and/or

(c) if you break our contract, or any laws which apply to your use of our network.

6.4 If we suspend the services because of your actions you must still pay for the services during the period of suspension and we may charge you for re-activating your services at the end of the period of suspension.

7. Our responsibility

7.1 We are responsible to you for loss and damage caused by our negligence. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill when providing the services, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen. We are not responsible for any loss or damage to your own equipment caused by the use of our services to access the internet.

7.2 You are responsible for your own equipment. We are not responsible if you are not able to use the services because your equipment (for example, any PC, mobile device, network interface card, printer, switch, local area network or other equipment) does not work properly with our services or because of faults in any 3rd party networks over which we have no responsibility.

7.3 We are not responsible for information passing over our network. We have no control over the data which passes to you or from you over the internet, and we are not responsible for any loss or damage to that data.

7.4 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services including the right to receive services which are supplied with reasonable skill and care.

7.5 We are not liable for business or consequential losses. The services provided to you under this contract are only for domestic and private use. If you use the services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

7.6 Events beyond our reasonable control. We are not responsible to you for any delay, failure, damage or loss caused by events or circumstances beyond our reasonable control such as acts of God, flood or other natural disaster, epidemic or pandemic, terrorist attack, civil commotion or riots, war or armed conflict (actual or threatened), contamination (including chemical or biological), loss of electricity, power or telecommunications service, shortagesof materials or equipment, failures within our supply chain (not caused by us), collapse of structures or blockages, fire, explosion or accident, any labour or trade dispute, strikes, industrial action or lockouts and any change in law or action taken by a government or public authority.

8. Changes to our contract

8.1 Your right to make changes. You may make changes to the services you have ordered via our app. Alternatively, please contact our Customer Success Team through the app, by emailing contactus@jurassic-fibre.com,
or by calling us on 01392 345600. We will let you know about any changes to the price of the services, the timing of supply or anything else which would be necessary as a result of your requested change, including any changes to these terms,and ask you to confirm whether you wish to go ahead with the change.

8.2 Minor changes to the services. We may change the services:

(a) to reflect changes in relevant laws and regulatory requirements; and/or

(b) to implement minor technical adjustments and improvements, for example to address a security threat.

In the unlikely event that these changes have an impact on your use of our services you should contact us for an explanation of the reason for the change and to discuss the impact.

8.3 More significant changes to the services and these terms. In addition, we may make changes to our prices (see clause 4.3) or other aspects of our contract but if we do so we will notify you and you may then contact us to end the contract before the changes take effect.

9. Your rights to end the contract

9.1 You can always end your contract with us. Your rights when you end the contract will depend on how we are performing and when you decide to end the contract – the consequences in each situation are explained below in clauses 9.2 – 9.3 (for residential products) and in clauses 2.3 – 2.5 above (for business products). For more information on your rights to end the contract during the applicable initial cancellation period see clauses 1.5 and 1.6 above. Clause 10 explains what you need to do to end the contract.

9.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out in paragraphs (a) to (d) below the contract will end and we will refund you in full for any services which have been paid for but have not been provided (if applicable). These reasons include:

(a) we have told you about a significant upcoming change to the services or these terms under clause 8.3 above which you do not agree to (including a change to our prices outside the Minimum Term - see clause 4.3) and you have given us notice to end the contract;

(b) we have made an error in the price or description of the broadband services you have ordered, and you do not wish to proceed;

(c) we have suspended supply of the services for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 5 working days; or

(d) you have a legal right to end the contract because we have materially breached the contract.

9.3 Ending the contract because you have changed your mind – residential products only. If we are not at fault and none of the reasons listed in clause 9.2 apply, you must give us 1 month’s notice if you want to terminate your contract. The contract will not end until 1 calendar month after the day on which you contact us. For example, if you tell us you want to end the contract on 4 February, we will continue to supply the service until 3 March. We will only charge youfor supplying the services up to 3 March.

10. How to end the contract with us

10.1 Tell us you want to end the contract. To end the contract with us, please contact us through our app, or by emailing contactus@jurassic-fibre.com.

10.2 How we make any refunds which are due to you. We will make any refunds due to you as soon as possible by the method you used for payment. If you are exercising your right to cancel within the applicable initial cancellation period in accordance with clause 1.5 or 1.6, then any refund due to you will be made within 14 days of your telling us you have changed your mind.

11. Our rights to end the contract

11.1 We may end the contract if you break it. We may end our contract at any time by writing to you if:

(a) you do not make payments to us when they are due, and you still do not make payment within 12 days of us reminding you that payment is due (see clause 4.7);

(b) you use our network in breach of our Acceptable Use Policy or do any of the things described in clause 5.1; or

(c) you do not, within a reasonable time, allow us access to your property to install, activate and supply the services;

11.2 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 11.1 we will refund any money you have paid in advance for any services which we have not provided but we may deduct or charge reasonable compensation for the net costs which we may incur as a result of your breaking the contract, including costs of installation and interest payable on overdue charges (see clause 4.8). If we have to end the contractduring any Minimum Term because you have broken it, we are entitled to charge you the cost of installing and activating the services.

12. Privacy & Data Protection

12.1 How we will use your personal information. We will use the personal information you provide to us in accordance with our Privacy Policy which is available for you to read on our website.

12.2 Please note that we may monitor and record phone conversations which you have with us so that we can shape our training and compliance.

12.3 We can only discuss your account with you. If you would like someone else to discuss your account with us, you will need to confirm this at the time over the telephone. If this is not possible or you would like someone else to have longer term consent to discuss your account, you will need to complete and sign a Third-Party Consent form available from our Customer Success team and send this to us. If you send us a Third-Party Consent form, then it will be your responsibility to let us know if you no longer wish for that person to have consent.

13. Other important terms

13.1 We may transfer this contract to someone else. We may transfer our rights and obligations under the contract to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

13.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under the contract to another person if we agree to this in writing. Both parties (you and the person you are transferring the contract to) will need to speak to us by phone to confirm your consent for this to happen. In these cases, an upfront payment of the first month’s bill will be required from the person you are transferring the contract to in order for us to agree to the transfer. If you are moving house, please contact us.

13.3 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.

13.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the clauses of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining clauses will remain in full force and effect.

13.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you, but we continue to provide the services, we can still require you to make the payment at a later date.

13.6 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the services in the English and Welsh courts.

13.7 Complaints and alternative dispute resolution. If you are unhappy with our services, we will do our best to put things right – please see our Customer Complaints Policy available on our website or from our Customer Success team for more information about how we handle complaints and the Ombudsman service available. In addition, please note that disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform.