1. What we provide
1.1. We'll provide you with your chosen service, content and any equipment we agree to provide. The Price Guide and following terms shall apply:
1.1.1. these Standard Terms;
1.1.2. the relevant Service Terms; and
1.1.3. any Offer Terms (if applicable when you signed up).
1.2. Where you take more than one service the Package Terms may also apply.
2. Your use of the services
2.1. You must:
2.1.1. provide access to your property or a neighbouring property where this is necessary for us to provide the services;
2.1.2. look after any equipment we provide (for example replacing batteries and ensuring it doesn't get eaten by the dog);
2.1.3. use the services for personal use in the UK (so don't use the services to run your own business, but a couple of work emails or occasional home working are okay) and in accordance with our Acceptable Use Policy;
2.1.4. not copy, change or publish any material we produced or own (normally marked with a ©) or use it for any business purpose;
2.1.5. only connect safe equipment to our network that won't harm it or our other customers' equipment;
2.1.6. keep all passwords secure and confidential, and not make them available to other people; and
2.1.7. agree that we have the right to modify any digital content we provide (for example to update the software in your router). Modifications will be of the same quality and description.
3. Our provision of the services
3.1. To protect our network and to provide a quality service, we may have to restrict your use of our services or equipment where:
3.1.1. it may have a harmful effect on the experience of other users (for instance if you're sending spam messages or hosting a commercial website);
3.1.2. your equipment has been infected by computer viruses; or
3.1.3. it's necessary to stop the spread of any virus within either your equipment or our network.
3.2. To make changes to technical specifications we may have to interrupt the service(s) but we'll restore it as quickly as we can.
4. When our agreement, the service and the minimum term starts
4.1. Our agreement starts when we accept your order (normally by sending you an email).
4.2. The relevant Service Terms, Package Terms or Offer Terms set out when the service and any minimum term commences. We'll let you know the length of your minimum term when you sign up and/or we accept your order.
5. Paying for the services
5.1. For most of our services we'll charge you a standard monthly fee (what we call a subscription charge). In some cases additional fees linked to how much you use the service, such as the number of calls you make (what we call usage charges) also apply. You'll also have to pay any additional charges detailed in these terms, the relevant Offer Terms or the Price Guide that may become due.
5.2. We'll normally bill you monthly in advance for any subscription charges. For usage charges we'll try to bill you at the end of the month in which you used the relevant service (but sometimes there may be a delay from the point you used the service before we add usage charges to your bill).
5.3. We won't charge you for the period after you've signed-up but before you're service is up and running (but we may take payment for your first month's service when you sign up with us, in advance of your service being up and running).
5.4. You may see your bills within your online account and we'll email you when a new bill is available to view. You must pay the bill as soon as you receive the email that your bill is available. Payment must be made by Direct Debit or debit or credit card (with the exception of American Express and corporate cards), unless we advise you otherwise.
5.5. As our services are only for personal use in the UK, we do not provide VAT invoices.
6. If you fail to pay
6.1. If you don't pay your bill, we'll remind you (for example by calling or interrupting your broadband service). If we still don't receive payment we may:
6.1.1. add a late payment charge as set out in the Price Guide to your bill (but normally only if we don't receive payment within 10 days of our reminder);
6.1.2. suspend providing the service or end our agreement. We normally won't do this until 14 days after your bill was available to view (please note paragraph 16.3 may apply); or
6.1.3. as a last resort, ask a debt-collection agency to collect the payment on our behalf. If we do, you'll also have to pay the reasonable costs we have to pay the agency, which the agency will add to your debt on our behalf.
6.2. For further details on steps we might take under paragraph 6.1, see our Billing Guide.
6.3. If any payment method fails we may add a failed payment charge as set out in the Price Guide to your next bill.
6.4. The charges set out in this paragraph 6 are not subject to VAT.
6.5. For further details on our failed payment process see Failed Payments
7. Credit threshold
7.1. We set a credit threshold on your usage charges.
7.2. We'll only calculate your usage charges every 24 hours, so you may go over your credit threshold due to your usage in this 24 hour period and you'll still have to pay for all usage charges incurred in this period. See our Credit Threshold and Top-ups Guide for more information.
8. Engineer visits
8.1. We'll agree an estimated appointment date for engineer visits and will contact you a minimum of two working days in advance if this changes. You can change or cancel any appointment date but you must give us at least two working days' notice.
8.2. We may charge you, as set out in the Price Guide, for any engineer visit if:
8.2.1. you provide an incorrect address;
8.2.2. entry is refused to the premises, or access cannot be gained by the engineer;
8.2.3. we agreed with you that the premises had to meet certain requirements so we could carry out the work, and it doesn't meet these requirements;
8.2.4. you report a fault, an engineer attends your premises and discovers the fault was not due to our services or equipment or, the reported fault was not present;
8.2.5. there is no responsible adult present who is authorised by you to make decisions or answer questions necessary to fix the faults;
8.2.6. when you cancel a request for an engineering visit later than two working days' before the appointment date;
8.2.7. if we could have fixed the issue without sending an engineer if you'd had the ability to connect to the router with wired (Ethernet) connection; or
8.2.8. an engineer arrives at the premises to carry out the work you requested, but you no longer wish the work to be carried out.
9. Cancellation period
9.1. Unless our Service Terms say otherwise, we provide you with a 14 calendar day cancellation period which starts:
9.1.1. for services, on the day after we accepted your order; or
9.1.2. for any equipment, on the day after we delivered it.
9.2. If you cancel any services within this cancellation period you must:
9.2.1. pay for any services received up to the date that you told us you wanted to cancel;
9.2.2. pay any installation, connection or activation charges associated with that service (including the full cost of charges that were discounted or advertised as free as a condition of taking services on the terms that you agreed); and
9.2.3. return any equipment we have provided as set out in paragraph 9.5 below.
9.3. If you just ordered equipment and cancel within the cancellation period, paragraph 9.2 doesn't apply but you must return any equipment to us as set out in paragraph 9.5 below.
9.4. If the service you signed-up for is a product change, a re-contract or add-on, upon cancelling the service we may move you back to your previous agreement if your previous product remains available, or the closest matching service.
9.5. Where you cancel as set out in paragraphs 9.2 and 9.3 above and are required to return any equipment to us:
9.5.1. you must return the equipment to us (undamaged and in its original packaging) within 14 days of telling us you want to cancel, at your own cost; and
9.5.2. we'll refund anything you have paid for the equipment less an appropriate amount (up to the full value of the refund) where the equipment is damaged or has been used more than necessary to check it.
9.6. If you don't return the equipment within 14 days of cancelling you'll have to pay the full price of the equipment. If you subsequently return the equipment to us, we'll waive or return what you have been charged for the equipment.
9.7. Where you give notice to cancel within 48 hours of your service(s) activating, we are unable to stop the order for your service(s) progressing, and so will not be able to cancel your service(s) until they are activated. You will have to pay for any installation and/ or activation charges incurred.
9.8 These rights are in addition to any other legal rights you may have to cancel our agreement.
10. Returning faulty equipment
10.1. You must return any item of equipment that either:
10.1.1. you report to us as faulty;
10.1.2. we tell you is faulty; or
10.1.3. requires replacement for technical reasons.
10.2. Even if we replace equipment before you return it, you must still return the item (we'll provide a returns bag so you can do this free of charge). If you return any equipment because you believe it to be faulty, we may test it and if it's working, we may send it back to you and charge you our costs for testing and postage.
10.3. If within 30 days of us replacing equipment you have not returned the faulty equipment, we may either:
10.3.1. suspend or restrict access to any service that we provide to you until the relevant equipment is returned; or
10.3.2. seek to recover our costs in respect of that equipment from you.
10.4. All our equipment will conform to the terms of our agreement, be as described and work for a reasonable period of time if you look after it.
11. Your equipment
11.1. We'll use reasonable care to stop any digital content we provide damaging your equipment or causing a loss of your data or content, but we can't be responsible for any such damage:
11.1.1. where you don't follow our instructions when using, downloading or installing the digital content;
11.1.2. where you don't use the digital content as we told you to;
11.1.3. due to configurations on your device or potential compatibility issues which we couldn't expect to know about;
11.1.4. due to the nature of the Internet and you failing to have protection against viruses;
11.1.5. due to defects in third party content or acts we couldn't be reasonably be aware of; or
11.1.6. due to things outside our reasonable control.
11.2. If we are responsible for such damage, any compensation will be limited to the cost of replacing the device.
12. Our responsibility to you
12.1. If something goes wrong we'll always look to put things right but, except as set out in paragraph 12.3, we'll never be responsible for:
12.1.1. financial loss;
12.1.2. information that is lost or corrupted (unless this is due to digital content we provide);
12.1.3. losses that you may suffer if you have used the service or equipment we provide for business purposes (for example due to not being able to carrying out remote working or being able to run a home business);
12.1.4. any loss that was not foreseeable to you or us when we entered into our agreement; or
12.1.5. losses caused by your breach of our agreement.
12.1.6 any loss incurred where, through no fault on our part, we are unable to carry out any necessary work on your premises (for example where we can’t gain access to your premises, agree an appointment date or obtain all assistance or information that we require from you); or
12.1.7 any loss incurred where the failure is due to matters beyond our reasonable control.
12.2. Except as set out in paragraph 12.3, we'll not pay you more than £10,000 in compensation in any 12 month period.
12.3. Nothing in paragraphs 12.1 or 12.2 limits our responsibilities relating to:
12.3.1. equipment or digital content (which we are responsible for providing) which is not of satisfactory quality, fit for purpose, has been described wrongly or installed incorrectly;
12.3.2. services which have not been provided with reasonable skill and care;
12.3.3. injury or death as a result of our negligence;
12.3.4. not delivering equipment within agreed time periods; or
12.3.5. our fraud or due to us deliberately breaching our agreement.
13.1. We will comply with all relevant Ofcom General Conditions and Voluntary Codes of Practice where we are a signatory to that particular code.
14.1. We want to resolve any complaints you might have. How we'll do this is set out in our Code of Practice and Complaints Code of Practice.
15. Your right to end our agreement
15.1. If you want to end our agreement, unless you're inside the cancellation period set out in paragraph 9, you'll need to give us 14 days' notice. We'll continue to provide the services and you'll need to pay for all charges during this period.
15.2. If someone else requests that we end our agreement (for example a provider you're transferring to) we'll accept that notice but will email you, asking you to confirm that this is what you want. If we don't hear from you within 10 working days we'll stop providing your service.
15.3. If you cancel your Direct Debit without contacting us to arrange payment by alternative means, we may assume you want to end our agreement.
15.4. If you choose to end our agreement for any service within the minimum term (except where you're inside the cancellation period set out at paragraph 9 or we make a change as set out at paragraph 18 (other than where we make a change as set out in paragraph 18.1.5 or paragraphs 18.3 to 18.5 or paragraph 18.10)) you'll have to pay an early termination charge as set out in the Price Guide. Other charges may be due as set in the Price Guide and/or the relevant Service Terms.
16. Our right to suspend your service or end our agreement
16.1. We can suspend or stop providing our services and/or end our agreement where:
16.1.1. our ability to continue to provide the service to you is materially and adversely affected because: (i) any of our telecommunications carrier(s) or supplier(s) ceases to provide services to us; or (ii) any authorisation required by us ends or is changed;
16.1.2. we reasonably believe that the service is being used, or is intended to be used in a way that does not comply with paragraph 2, 5 or 9.5 of these Standard Terms;
16.1.3. we reasonably believe you have provided us with false or misleading details about yourself;
16.1.4. we tell you that your use of the service is causing problems for other users, and you carry on using the service in the same way;
16.1.5. we reasonably believe that you have used the service or the equipment for illegal purposes;
16.1.6. we receive a serious complaint about your use of the service which we believe to be genuine (for example you're using any service in breach of our Acceptable Use Policy)
16.1.7. in the event of your bankruptcy or death;
16.1.8. we are required to by the emergency services or other government authority;
16.1.9. you repeatedly request your bank to chargeback payments that you're not disputing; or
16.1.10. we are no longer providing the service to customers.
16.2. We'll normally give you 14 days' prior notice before suspending or stopping providing our services (and/or ending our agreement) and work to resolve any issues with you. However, we may not do this if there is a real risk of loss or harm to us or our other customers (for example, where there is a reasonable suspicion of fraud or other abuse).
16.3. If we suspended the services we may charge a line restriction fee as set out in the Price Guide.
16.4 We can terminate our services and/or end our agreement at any time by giving you 28 days' notice.
16.5. Unless the reason we end our agreement is because we are we are no longer providing the service to customers as set out in paragraph 16.1.10 and you're within the minimum term you'll have to pay an early termination charge as set out in the Price Guide.
17. After the agreement ends
17.1. If either of us end our agreement:
17.1.1. if you have paid any charges in advance we'll refund you for any services not used, but we'll first take off any money you owe us under our agreement(s). For security or compliance reasons we may not hold your payment details after our agreement has ended so you agree that we may make these refunds by cheque; and
17.1.2. any features or services that are provided for free with or as part of the service(s) will end on the same day as our agreement ends. You may continue to keep certain features or services if you agree to pay any relevant charges set out in the Price Guide or as otherwise agreed with us.
18. Changing these terms, prices or our services
18.1. We may change the price, or other charges, the service or the terms of our agreement:
18.1.1. if we materially change the service, or introduce new services, features or benefits (for example if we increase the maximum upload speed for your broadband service or add new TV channels);
18.1.2. if we change the way we structure our services and the price we charge for those services;
18.1.3. if the cost to us of providing your services, or running our business increases (for example if the businesses we buy services or products from increase their prices);
18.1.4. to reflect changes in technology (for example if we develop new systems which provide you with a better service);
18.1.5. if there is a change in the law, regulation or regulatory guidance applicable to us (for example if there is a VAT increase);
18.1.6. to make the terms of our agreement clearer or easier to understand; or
18.1.7. due to any other change in circumstances in the future, that we can't predict, which means a change is necessary.
18.2. Your prices will automatically increase as set out in paragraphs 18.3 to 18.5 and 18.10.
18.3. Subject to paragraph 18.5, a percentage price increase will be applied to the price of broadband, line rental, call plans and call charges. This price increase will be applied on or after 1st March each year from March 2022, and will be equal to a percentage comprising of i) the Consumer Price Index (CPI) rate figure published by the Office for National Statistics in January of that year (ignoring any negative figure) plus ii) 3.9%, and rounded up to the nearest whole pence. If the CPI figure is negative, the price increase will only be 3.9%.
18.4. Where you purchase more than one service from us and these are subject to the price increases set out in paragraphs 18.3, the amount of the increase is calculated on each service separately. If you receive a discount on your price, the price increase set out in paragraphs 18.3 and 18.10 will be applied to the discounted price.
18.5 If you were previously on a fixed price contract, from the end of your minimum term:
18.5.1 if your fixed price contract minimum term ends before 30th June 2021 your broadband and/or line rental monthly price will increase to the out of contract price set out in our Price Guide at that time; or
18.5.2 if your fixed price contract minimum term ends on or after 30th June 2021 your broadband and/or line rental monthly price and the price of any call plan you may have will increase to the out of contract price set out in our Price Guide at that time.
From the end of your minimum term, paragraph 18.3 and 18.10 will also apply.
18.6. If we make changes we'll tell you at least 30 days in advance by email or post of the changes happening, except where:
18.6.1. we change your price as set out in paragraph 18.3 and 18.4; or
18.6.2. the change is for legal or regulatory reasons as set out in paragraphs 18.1.5; but is of a purely administrative nature and has no negative effect on you, or is directly imposed by law; or
18.6.3. it's a change to an additional service that is not part of a package or an add-on and which does not cause you any material disadvantage, but we'll still let you know about the change (for example by updating this page, or publishing details on our website).
18.7. After the 14-day cancellation period you can cancel our agreement at any time by giving us notice as set out at clause 15. Other than where we make a change as set out in paragraphs 18.3 and 18.4 or paragraph 18.10, and subject to paragraph 18.8.1 below, if you’re within the minimum term you will have to pay an early termination charge as set out in the Price Guide for leaving early unless:
18.7.1 we’ve increased the price of your core service; or
18.7.2 we’ve changed the terms of this agreement, or the price of or an additional service that is part of a package, in a way that is not exclusively to your benefit (although you must still pay a fee for leaving if the change was for a reason set out in paragraph 18.1.5); or
18.7.3 we’ve changed the service in a way that is materially disadvantageous to you; or
18.7.4 you have a right to cancel a linked agreement (defined as a ‘bundle’ in Ofcom’s General Conditions of Entitlement effective from 17th June 2022) because of a change that we have made to that agreement; or
18.7.5 the changes set out in paragraph 18.1 (excluding 18.1.5) are materially disadvantageous to you; or
18.7.6 we break a significant condition of this agreement.
18.8 You will not have a right to end the service without having to pay any early termination charge, unless we tell you otherwise, if:
18.8.1 The change we make only applies to either an add-on or an additional service not part of a package (but you will be able to cancel the add-on or additional service if the change to it is not exclusively to your benefit); or
18.8.2 The change falls within clause 18.1.5 but is of a purely administrative nature and has no negative effect on you, or is directly imposed by law.
18.9 Where you have a right to cancel under paragraph 18.7 without paying a cancellation charge, you must give us notice of your intention to leave within 30 days of our notice. You won't have to pay any increased price or charge for your service during the notice period. We'll also end our agreement for any other service(s) that cannot be provided without the service you have chosen to end (and you won't have to pay early termination charges for the other service(s)). This doesn’t allow you to end our other agreements for completely separate services that we can continue to provide.
18.10 Where one or more of our international partners increases the cost of calling from the UK to another country (an international call) we will increase the price you pay for international calls by the same amount. We will provide written notice to active users of international calling services that are changing. Any change to charges under this point 18.10 will not give you the right to cancel this agreement without paying a cancellation charge, unless it is material disadvantageous to you and you give us notice to cancel this agreement before the change takes effect. We will not increase international calling charges in this way more than once in any month.
19. Other things we need to tell you
19.1. Dealing with this agreement: You accept that our agreement is just between you and us, no one else can enforce it and you can transfer it only with our consent. However, we may take instructions from a person acting with your permission. We can transfer our agreement to another company provided this does not adversely affect your rights under the agreement.
19.2. Communicating with us: If you wish to give us notice, you must do so by either:
19.2.1. phoning our customer service team; or
19.2.2. writing to Plusnet Plc, The Balance, 2 Pinfold Street, Sheffield, S1 2GU.
19.3. Communicating with you: We'll give notice to you via our website, by email or by post to the address where we provide the service. It's your responsibility to ensure we have an up to date email address. Any notice given via a website update or by email shall be deemed to be received on the day of transmission. Postal notices will be deemed to be received two working days after being sent.
19.4. Unenforceable terms: Each of the paragraphs and sub-paragraphs of our agreement operate separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs and sub-paragraphs will remain in full force and effect.
19.5. Delays: If we delay in taking any steps under our agreement against you in respect of you breaking our agreement, that doesn't prevent us taking steps against you at a later date.
19.6. After our agreement: Paragraphs 6 (If you fail to pay), 9 (Cancellation period), 12 (Our responsibility to you), 14 (Complaints), 17 (After the agreement ends) and 19 (Other things we need to tell you) apply even if our agreement has ended.
19.7. Laws and courts that apply: English law applies to our agreement and claims between us will be brought in the English courts (unless you're a resident of Northern Ireland or Scotland when you may also bring proceedings in the appropriate local courts).