Terms and Conditions Effective from 10 April 2024

Britannia Wireless LTD Home Phone and Broadband Terms and Conditions

Please take a moment to review these terms and conditions as they contain important information about the services we are providing. This includes details on how services may change, the agreement terms, and associated charges.

Key Points:

Frequently Asked Questions and Important Details:

What Services Am I Receiving?
The specifics of your services, including charges, are outlined in your order confirmation and accessible via your My Britannia Wireless account on our website at britanniawireless.com.

Service Duration and Commencement:
Each service is bound by a minimum term, as stated in your order confirmation. Services activate on the specified start date, also indicated in your order confirmation, with charges starting from this date. Should you wish to cancel a service, refer to clause 5 in these terms and conditions for details.

Early Termination and Compensation:
Under certain circumstances, you can terminate a service early as outlined in clause 10 of these terms and conditions. Early termination during the minimum term or due to a breach may result in compensation charges. We will notify you before deducting these charges from your designated account. For more on early termination charges, see clause 13 or visit our helpcenter.

Changes in Charges:
Changes in charges depend on whether you have a fixed price broadband service or not.

Non-Fixed Price Broadband Service Customers:
For customers without fixed price broadband services, we annually adjust monthly service charges by a fixed amount effective on 31st March, along with a fixed percentage increase in other charges (excluding additional services). Refer to your order confirmation and tariff guide for specific amounts.

International Calling and Texting Charges:
We may adjust international calling and texting charges in response to partner cost increases. See clause 21e for details and your right to cancel if affected.

Service Changes:
We reserve the right to modify services, equipment, charges, and terms at any time. You may end the agreement without fees in certain cases. Refer to clause 17 for details or contact us for service changes.

Multi-Service Agreements:
Each service or equipment item is governed by a separate agreement, even if purchased together. Review each agreement carefully for unique terms.

Data Usage Explanation:
Data usage is measured in kilobytes (KB) and includes upstream (uploading) and downstream (downloading) data. We calculate usage based on network data, which may differ from your device's data consumption. Content file sizes may use slightly more data due to encryption and addressing data.

Additional Information:
Access these terms and conditions and our policies at britanniawireless.com.

Contact Us:
For assistance, call us at 0203 787 9960. Calls are free from Britannia Wireless landlines and charged at standard rates from other mobile providers.

Recorded Calls:
We may record calls, including marketing, for training and fraud prevention purposes.

Complaints:
Refer to our Customer Complaints Code at britanniawireless.com for guidance on filing complaints.

Please read these terms and conditions carefully as they contain important information about your services.

Definitions

"We," "us," "our": Refers to Britannia Wireless LTD, located at Flat 5 Keiller Court, 10 Blinshall Street, Dundee, Scotland, DD1 5DS.

"You," "your": Refers to the customer using our Phone and Broadband services.

"Service(s)": Refers to the Phone and Broadband services provided by Britannia Wireless LTD.

"Agreement": Refers to the legally binding terms between you and Britannia Wireless LTD for the Phone and Broadband services, including these terms and conditions, our Tariff Guide, Price List, Privacy Policy, Acceptable Use Policy, Line Speed Policy, Customer Complaints Code, and any other relevant policies.

"Charges": Refers to the fees you are required to pay for the Phone and Broadband services, including core charges and any additional service features.

"Equipment": Refers to any devices, routers, or accessories provided by Britannia Wireless LTD for use with the Phone and Broadband services.

Service Provision

1. We will provide you with Phone and Broadband services as per the details specified in your order confirmation.
2. The service start date is as mentioned in your order confirmation.
3. The minimum term of the agreement is also specified in your order confirmation.
4. Additional service features may be available, subject to separate terms and charges.

Payment

1. You agree to pay the charges for the services as outlined in your order confirmation, Tariff Guide, and Price List.
2. Charges are invoiced monthly and are due for payment by the specified due date.
3. Failure to pay charges may result in suspension or termination of services.

Equipment

1. Equipment provided by Britannia Wireless LTD remains our property and must be returned if the services are terminated.
2. You are responsible for the safekeeping and proper use of the equipment.

Service Usage

1. Services are provided for your personal use and must not be resold or used for commercial purposes without our consent.
2. You agree to use the services in accordance with applicable laws and regulations.
3. You are responsible for maintaining the security of your account credentials (e.g., Account ID) and must not share them with others.

Termination

1. Either party may terminate the services with appropriate notice as per the agreement.
2. Termination may incur early termination charges or non-return equipment charges if applicable.
3. Upon termination, you must return any equipment provided by Britannia Wireless LTD.

Limitation of Liability

1. Britannia Wireless LTD shall not be liable for any indirect, incidental, or consequential damages arising from the use or inability to use the services.
2. Our liability for any direct damages shall be limited to the total charges paid by you for the affected services in the preceding twelve months.

Governing Law

These terms and conditions are governed by the laws of Scotland, and any disputes shall be subject to the exclusive jurisdiction of the courts in Scotland.

When a Service Starts and How Long it Lasts

Each service starts on the date specified in your order confirmation and will last for at least the minimum term indicated. After the minimum term, the service will continue unless you or we terminate it.

If you wish to end a service before the minimum term ends or if we terminate it, you may be liable for compensation. Additionally, failing to return loaned equipment within 60 days of terminating a service will result in charges.

You Can Change Your Mind

You have the right to cancel a service within the cooling-off period. If we have already started providing the service, you will need to pay for the service, any additional usage not covered by charges, and any applicable fees.

If you cancel within the cooling-off period and we provided loaned equipment, you must return it within 14 days. Failure to do so will result in charges. We reserve the right to charge for any decrease in the equipment's value due to use or damage upon return.

What We Have to Do for You

• We provide each service, the loaned equipment, and installation work to the UK address you provide, taking instructions from an authorized person.
• We aim to deliver a continuous, high-quality service with reasonable care and skill, although we cannot guarantee continuous availability due to the nature of the service and equipment.
• Faults in our network may affect services, which we will promptly fix.
• Occasionally, we may need to interrupt, change, or suspend a service temporarily for maintenance, upgrades, or repairs.
• In exceptional circumstances, we may manage network performance to ensure quality.
• We may take action to prevent malware spread or access to malicious websites.
• We endeavor to provide effective antivirus software and security features and advise backing up important data.

Payments

• You must pay the charges for each service, regardless of usage.
• Bills are typically sent regularly and in advance, with additional charges added to later bills if applicable.
• Paper bills are free for phone service; for broadband, bills are online unless requested otherwise.
• Bills must be paid promptly, and any billing disputes should be reported immediately.
• Late payment may result in extra charges, as detailed in our Tariff Guide.
• Services won't be suspended or terminated immediately for late payment, except for repeat offenses.

Ending the Service and Agreement

• You can cancel during the cooling-off period without fees, or under certain conditions as detailed in the terms.
• We may restrict, suspend, or end a service or agreement under specified circumstances, such as legal requirements, misuse, non-payment, or network protection.
• Compensation may be required for ending a service early, except in specified situations.
• Fees for non-return of loaned equipment apply if a service is terminated during the minimum term.
• We offer options for compensation and resolution if we fail to meet our service promises.

What We're Not Responsible For

• We accept responsibility for certain damages or losses caused by our negligence or fraud, as detailed in the terms.
• Our liability is limited for certain types of damages or losses, including those beyond our control or caused by customer misuse.
• We are not responsible for commercial losses, data loss, or issues with equipment not supplied by us.
• Some exclusions to our responsibility apply, such as unforeseeable losses or acts beyond our reasonable control.

Returning Faulty Equipment

1. If you believe any of the loaned equipment is faulty, please inform us.
2. You are required to return any loaned equipment reported as faulty by you or us, or deemed in need of repair or replacement (e.g., outdated or requiring an upgrade). We will provide prepaid packaging for this purpose.
3. We reserve the right to test any loaned equipment reported as faulty by you. If the equipment is found to be functional, we may either return it to you or replace it.
4. Failure to return any loaned equipment within 30 days of receiving a replacement may result in:
   1. Restriction or interruption of access to any services you are using until the equipment is returned, or
   2. Recovery of costs associated with the loaned equipment.

Any replacement loaned equipment provided will be either new or 'as new' (refurbished second-hand equipment).

Changes to Services, Equipment, and Terms

1. We reserve the right to make changes to services, service features, loaned equipment, charges, and terms and conditions of the agreement for various operational reasons.
2. Your charges will be subject to automatic annual increases. International calling and texting charges may increase if our partners raise their costs.
3. You have the right to cancel the agreement without an early termination fee if changes significantly disadvantage you in terms of services or charges.
4. If the above applies, we will notify you at least 30 days before the change, except in cases where immediate action is required due to legal or regulatory reasons.
5. You have the opportunity to give us 30 days' notice to terminate the agreement without additional charges or early termination fees if changes negatively impact you.
6. Other changes will be communicated through written notices or our website.
7. Fixed price broadband services will not incur core charge increases during the minimum term.

Additional Changes and Dispute Resolution

1. We may make other changes not listed above for operational reasons. You will be notified of such changes, and you may have the option to end services in line with our policies.
2. Changes to charges may occur due to various reasons, including increases in service costs, business operations, or legal requirements.
3. Disputes or complaints will be handled according to our Customer Complaints Code. You have the right to refer unresolved disputes to independent adjudicators or dispute-resolution services.