Terms of service

1. Your contract with us

Your contract begins when we accept your order and confirm it in writing. Before you commit, we issue your contract information and contract summary so you can read the specific price, term and service details that apply to you. Those documents form part of this agreement and take precedence where they are more specific.

2. Providing the service

We will supply the service with reasonable skill and care from the activation date confirmed to you. Speeds quoted are estimates for your address based on network information available at the time of your order. Actual performance varies with your in-home wiring, Wi-Fi conditions and the devices you use.

From time to time we may need to interrupt the service for maintenance, repair or network improvement. Where the work is planned, we will publish it on our service status page.

3. Charges and payment

Your recurring charge, any one-off charges and your billing date are set out in your contract summary. Consumer prices are shown including VAT. Payment is taken by the method agreed at checkout. If a payment fails we will contact you before taking any action affecting your service.

4. Changes to price or terms

Any scheduled change to your recurring price is stated in pounds and pence with its effective date before you enter the contract. If we propose a change that is materially to your disadvantage and was not set out in advance, we will give you notice and you may end the affected service without an early termination charge.

5. Your equipment and ours

Any router or equipment we supply remains as described in your contract summary. You agree to take reasonable care of it and, where it is loaned, to return it if your service ends.

6. Using the service properly

Use of the service is subject to our acceptable use policy. We may suspend a service where use is unlawful, threatens network integrity or endangers others, and we will tell you why.

7. Cancelling and ending your service

If you ordered at a distance, you have 14 calendar days from entering the contract to cancel. If you asked us to start the service within that period, you may be charged for what you have used. After the cancellation period, the notice and any early termination charge set out in your contract summary apply.

8. Home phone and emergency calls

Our home phone service is a digital voice service delivered over your broadband connection. It will not work in a power cut or broadband outage unless a working back-up solution is in place. If you depend on your phone line to call emergency services, you must tell us so we can assess a suitable solution.

9. Liability

We do not limit liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited. Otherwise our liability is limited as set out in your contract information.

10. Complaints

If something goes wrong, please tell us. Our complaints code of practice explains how we handle complaints, the timescales involved and how to escalate a complaint that remains unresolved.

11. Law

These terms are governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction, unless you live in Scotland or Northern Ireland, in which case the courts of your home nation may also hear a claim.

AVANTI COMMS LTD. Company number 15990889. Registered office: 128 City Road, London, United Kingdom, EC1V 2NX.