Contents

1. About Glide
2. What this is
3. Definitions (what the words in this contract mean)
4. About this contract
5. Getting connected
6. Prices and charges
7. Paying your bill
8. Ending this contract
9. Moving home
10. Termination charges
11. Service interruptions and events outside our control
12. Your obligations
13. Landlord and managing agents
14. Meters and access to your property
15. Smart meters
16. Our liability to you
17. Changing this contract
18. Third party payer
19. How to complain
20. Personal information
21. Contacting each other
22. Water additional terms
23. Telephone additional terms
24. Broadband additional terms
25. TV licence additional terms
26. General

1. About Glide

Glide Utilities Limited (“Glide”) are a provider of utility, telecommunication and related services, registered in England and Wales (Company No. 06194523 and VAT No. GB160731823). Our registered office and principal place of business is at Alpha Tower, Suffolk Street Queensway, Birmingham, B1 1TT.

2. What this is

These terms and the order form (if there is one) together form a legally binding contract between you and us and set out the basis upon which we will provide the services to you.

We may also ask you to agree to extra conditions for certain tariffs or bundles (for example, if you accept a promotional offer).

If any of these terms conflict with anything contained on the order form, the order form will take priority.

Please ensure that you read these terms carefully, and check that the details on the are complete and accurate before you sign and submit the order form. If you (or any other customer at your property) think that there is a mistake on the order form or require any changes at any point, please immediately contact us.

Where there is more than one tenant at the property, any one of the tenants can contact us to make changes to the order form. If you do so, we reserve the right to contact any of the other tenants to ensure that they agree to the changes. We will confirm any agreed changes in writing to avoid any confusion between you and us.

The most up-to-date version of these terms will be on the website. If you don’t have access to the internet, please call us and we’ll post you the latest version.

3. Definitions (what the words in this contract mean)

When the following words are shown in bold they have the meanings shown below.

4. About this contract

If you would like to receive our services, you or another tenant at the property must complete or accept (as appropriate) an order form either:

• online on our website; or
• over the telephone.

To help ensure that your order is approved by us, all customers must:

• be at least 18 years old when you place your order;
• provide a valid telephone number and email address on the order form;
• ensure that if there is more than one tenant signing up at your property, that all of the tenants have accepted the order form; and
• be the owner, agent acting on behalf of the owner, or occupier of the property (or will be by the requested date you wish the services to start).

Please be advised that by placing an order, you agree that we, or third parties acting on our behalf, may carry out credit checks on you using the information that you provide and may provide details about how you operate your account to credit reference agencies. Any personal data you provide to us will be subject to our Privacy & cookies policy.

When you sign and submit the order form to us, this does not mean that we have accepted your order for services. The terms will not be binding on you or us until we have accepted the order as set out below.

We will email you when your order form has been received to acknowledge that we have it and will be considering whether we can accept it. If we are unable to supply you with the services, we will email you to let you know we will not process the order.

If we accept your order, we will email you to let you know and at that point the terms will become binding on you and us. We will also provide you with further details of when you can expect to receive the services.

If after accepting your order, we discover that we cannot provide you with a particular service for any reason, we reserve the right to terminate the terms in relation to the affected service(s). We will notify you of this as soon as reasonably possible and we will fully refund you any fees that you have paid in relation to the affected service(s). If you have also ordered other unaffected services from us, we will continue to provide those services in accordance with your order form.

If you have any existing service(s) with an existing service provider that will be replaced by our services, you may be required to contact your existing provider(s) in order to terminate those service(s). We will let you know what you need to do. Please note that your current provider(s) may charge you early termination fees or other charges in relation to the termination of your current services contract(s).

When you take our services, we agree to provide you with our services for domestic purposes only at your property under these terms. If you use your property for business purposes, you must tell us and we will offer you a different contract.

5. Getting connected

Our estimated connection times with your cooperation and assistance are as follows.

It may take longer where:

1. you ask us to start your services at a later date;
2. your old supplier(s) prevents us from transferring your services;
3. we do not have all the information we need from you to transfer the services or the information we havefrom you is incorrect and the information we need is not readily available from any other source; or
4. we are prevented from starting your services due to an event outside our control.

It’s important that you do not miss any service installation appointments as we will pass any such charges on to you as part of our fees.

6. Prices and charges

Water and sewerage

The fees will be calculated and set by the relevant water and sewerage supplier(s) and we will pass the fees on at cost. We will charge you monthly in advance on a water and sewerage payment plan (which will be an estimate of the water and sewerage usage at your property). We will then reconcile this payment plan with your actual usage from time to time and we reserve the right to adjust your payment plan from time to time to reflect your actual fees.Where you take our water and sewerage service, you also agree to separately pay a management fee as set out in our tariffs on our website to access and use our online portal to manage and monitor all of your services and also for providing email and telephone support to you for your property. You agree we can collect this fee as part of, and by adjusting, your monthly payment plan.

Telephone

If we have to send an engineer out to install a new telephone line or if we have to convert an active or an inactive line to become compatible with our telephone line service, there will be a connection fee. Otherwise your connection will be free.

The fees will be calculated in accordance with the cost of your telephone connection fee (if any), the telephone line rental which is monthly in advance and the telephone call charges as set out in our tariffs on our website.

Broadband

The fees will be calculated in accordance with the cost of activating your broadband, the broadband line rental which is monthly in advance and the cost of ceasing your broadband as set out in our tariffs on our website.

TV licence

The fees will be calculated monthly in advance in accordance with the cost of purchasing your TV licence from the TV Licensing authority on behalf of the British Broadcasting Corporation and our management fee to cover our cost for managing your TV licence as set out in our tariffs on our website.

Missed appointment fee

If you do not give us 2 working days’ notice that you cannot make an appointment where our agents or engineers are due to attend your property, we will charge you a missed appointment fee.

Telephone additional fee

If our telephone supplier carries out any additional work, we will pass these through at cost (for example extension wiring).

Early termination fee

If you end any services during the minimum term or without providing the required notice, we will charge early termination fees as compensation to us for your breach of these terms. This charge is compensatory and is not subject to VAT.

Broadband cease charge

If you do not end your broadband service by requesting another third party supplier to take over the broadband service from us or another recognised transfer process as set out in these terms, we will charge a broadband cease charge as set out in our tariffs on our website as compensation to us for your breach of these terms. This charge is compensatory and is not subject to VAT.

Equipment fee

If you do not return any loaned equipment (for example our router) to us as set out in these terms, we will charge an equipment fee for your breach of these terms. This charge is subject to VAT at the applicable rate.

Late payment fee

If you do not pay your bill, we will send you a reminder or call you. If we do not receive payment within 7 days of the date of the reminder or if any payment is rejected because you do not have enough funds in your account, we may charge a late payment fee as set out in our tariffs on our website as compensation to us for your breach of these terms. This charge is compensatory and is not subject to VAT.

Debt collection fee

If you do not pay the fees, we may ask a debt collection agency to collect the outstanding sums on our behalf. If we do, you will have to pay us an extra amount for your breach of these terms. This will not be more than the reasonable costs we have to pay the debt collection agency, who will add the payment to your debt on our behalf (this will depend on the amount you owe us). This charge is subject to VAT at the applicable rate.

Additional fees

If you ask us to provide any additional or supplemental services or equipment, we’ll charge you the price agreed between us.

We may also charge you for other reasonable costs incurred by us. These include:

• our costs incurred in trying to get back money you owe us including our reasonable administration costs;
• visiting your property if we have already offered or tried to contact you by letter, phone or email and you have refused or failed to do what we have asked you to do to meet these terms;
• where you interfere with your meter or steal water;
• the reasonable costs that we incur if you choose to pay your fees by bank transfer or cheque;
• the reasonable costs that we incur for processing your payment if you choose to pay your fees by credit card; or
• the reasonable costs we incur for sending your bills via the post instead of electronically.

All our prices and other charges are affected by UK tax or duty, if this applies, including VAT at the appropriate rate.

Deposit

We may, at any time, ask you to pay a deposit. You must pay this by the date we give you. We will give you a reasonable time to pay us.

Unless we agree otherwise, you will initially be required to pay a deposit equal to one (1) month’s payment of the fees (including any estimated payment plans).

The deposit will be returned to you following termination of these terms although we may use any deposit to pay off what you owe us.

7. Paying your bill

You agree to pay us the fees for supplying the services and for other charges which apply under these terms. These fees are to be paid in British pounds sterling (inclusive of VAT charged at the applicable rate) and are payable from the day that we start providing each service.

Unless we agree otherwise, you must pay the fees you owe in full by the date shown on your bill. If you genuinely think the amount on your bill is incorrect, you must still pay any amount that you do not dispute.

Unless agreed otherwise, fees will be paid by continuous payment authority charged to the credit or debit card that you provide to us. If your payment details change, you must let us know immediately.

All persons who have accepted the order form are responsible for paying the fees and we may claim any money owed to us from any customers or third partypayers who have accepted the order form.

If you wish to dispute any fees you must let us know as soon as possible (and in all cases within twelve months) after you have received the relevant bill.

If you owe us money under these terms or any other contract with a Glide group company, we can move money between contracts or accounts for example to:

• use any money that we owe you or any deposit that you have paid to pay off what you owe us; or
• move the money that you owe us to another account to pay off your debt.

You agree to pay any outstanding charges you owe us under any previous contracts with us, or charges you owe your old supplier that are transferred to us, together with any reasonable administration charge that we tell you about.

If we find out, after the termination or expiry of these terms, that any of the bills we sent you were not accurate (for example if you did not give us actual meter readings) we may send you a new bill. If the new bill shows that you owe us money, you must pay this by the due date on the bill. If you genuinely disagree that you owe this money, you must tell us straight away.

If the new bill shows that you have money (credit) left on your account, we may use this to pay off any money you owe us or any Glide group company under another contract or account.

We will refund to you any money that is left over. This will still apply after these terms expire and after we have sent you a final bill.

We will periodically reconcile your water usage against any estimated payment plans which will show whether you have overpaid or underpaid the fees and whether your account is in debit or credit. You can contact us at any time to request a reconciliation for any of your services of actual usage against the relevant payment plan. If the reconciliation shows that one service is in credit and another in debit, we reserve the right to put any credit towards any debit balances.

Failure to pay

If you are finding it difficult to pay the fees, we will try to help you. We can only help you if you contact us to let us know that you are having trouble paying the fees.

If you fail to pay any fees (or we are unable to collect the fees from your registered payment method) we may:

1. contact you to arrange an alternative payment;
2. charge interest to you on the overdue amount from the due date at the statutory rate;
3. charge you an administration charge to cover our additional costs in collecting your debt;
4. ask you to pay in another way; and/or
5. ask you to pay a deposit.

Please be advised that in the event of us not receiving full payment for services provided, we reserve the right to suspend or terminate some or all of the services. In no circumstances will Glide attempt to discontinue the supply of water to your property.

8. Ending this contract

The services at the property you order are subject to a minimum term (set out on the order form) starting on the date we start providing each service. The contract will (unless ended in accordance with these terms) continue for the minimum term for each service at the property.

After the minimum term has expired, you can end these terms for the property by giving us at least 30 days’ notice, or a notice period that we agree to, as long as by the end of the notice period you have paid us all the money you owe us.

If you are moving property, please see section 9 – “What happens if you move from the property?”

Notwithstanding any minimum term, you and us may also terminate the terms in the following circumstances.

Our right to terminate the terms before we start providing you with the services

We have the right to terminate the terms (without any liability to you) after confirmation of acceptance of your order has been sent to you but before your services have started if:

• you fail a credit check;
• we are not able to provide our services to your property by the expected connection date for any reason; or
• if you are not in a geographical area covered by us.

If we end the terms before the services start, any fees that you have paid to us will be refunded to you within 14 days of such termination.

Your right as a tenant to terminate the terms before we start providing you with the services

Where you are a tenant, you may cancel any order for services within 14 days of placing an order. If you wish to cancel, please write to us as set out in our Cancellation policy. For the avoidance of any doubt, this right is applicable to you only if you are a tenant. Where you are a landlord, you have no right to cancel any order for services before we start providing you with the services.

If you (as a tenant) cancel your order, we will confirm your cancellation in writing to you. We will also request that you return any equipment that we may have sent to you, undamaged and in its original packaging. If we have to collect any equipment, we will charge you our reasonable costs for doing so.

If you (as a tenant) cancel an order and you have made any payment in advance for services that have not been provided to you, we will refund these amounts to you within 14 days.

Where you have cancelled an order because of our failure to comply with these terms (except where we have been affected by an event outside our control), you do not have to make any payment to us.

Our right to terminate or suspend the terms at any time

We can (at our absolute discretion and with immediate effect) choose to either terminate the entire contract with you or terminate a particular service which we provide to you or suspend any and/or all of the services which we offer you if:

• you or any of the customers on the order form do not pay us any of the fees due under these terms within 14 days of our notice that the fees are overdue;
• you or any of the customers on the order form or any tenants at the property break any term or condition of these terms and we think this is material;
• you or any of the customers on the order form or any tenants at the property break any term or condition of these terms which isn’t material and you don’t remedy this within 14 days of us telling you about it;
• you or any of the customers on the order form or any tenants at the property are in breach of our Fair and acceptable usage policy;
• you or any of the customers on the order form or any tenants at the property use our services in any way that we consider is likely to be detrimental to the provision of the services or which may adversely affect other customers’ enjoyment of the services;
• we suspect any fraudulent use of the services by you or any person living at the property;
• we are required to do so by a regulatory authority;
• an event outside our control prevents continued provision of the services for more than 30 days; or
• you or any of the customers on the order form are declared bankrupt or insolvent.

We can end any services at the end of the minimum term at any time by giving you at least 30 days’ notice.

If we end any of your services because you have breached these terms then you will have to pay the relevant early termination fees for the affected services.

If we are entitled to suspend your services then all fees for your services may remain payable by you despite the suspension being in force. There may also be a reconnection charge if we suspend your services.

Your right to terminate the terms at any time

You (along with all other customers on the order form) may terminate the terms by giving 30 days’ written notice to us if:

• there has been a material breach of these terms by us and this is not remedied within 14 days of you sending to us a written notice of the breach and asking us to correct it; or
• an event outside our control prevents continued provision of the services for more than 30 days; or
• we are unable to pay our debts (within the meaning of section 123 of the Insolvency Act 1986); or
• we become insolvent or bankrupt; or
• you no longer want the services and are happy to pay any relevant early termination fees and, if applicable, the broadband cease charge.

You must pay for all services you use until the end of these terms (for whatever reason) and for any other charges you owe us, as described in these terms. If you do not pay any amount that you owe us, we may stop you switching to another supplier. We may also stop your services transferring to another supplier if you are within your minimum term or if you ask us to stop the transfer or if we suspect that the transfer has been arranged without your knowledge or permission.

We may also ask you for a meter reading when you end our water service. If you do not give us an accurate meter reading at that time, you may have to pay the difference between the meter reading on which we based the final bill or the final estimated bill and the next meter reading.

If these terms terminate or expire for any reason, neither of us will lose any rights we already have under these terms (for example to claim any money that is owed at the end of these terms). But, if you have any money (credit) left on your account after we have told you the final amount that you owe, or if we cannot tell you the final amount because you have not given us a forwarding address, we do not have to pay this money back as long as:

1. we have already made reasonable efforts to pay you the money and 12 months has passed since we told you of the final amount we owed you; or
2. we cannot send the money we owe to you because you have not given us a forwarding address and 12 months has passed since these terms ended.

9. Moving home

If all of the tenants at the property decide to move out or if you sell the property

If all of the tenants at the property decide to move from the property or if you sell the property, it is important that you tell us the date of your move or sale as soon as possible but in any event at least 30 days before the day you move or sell. If you do this, your services will end on the date that you move out or sell.

If you do not do this, the services will continue until the day on which you let us know that you have moved out or let us know that you have sold the property. If you move out or sell during your minimum term or if you don’t provide the required 30 days’ notice, there may be early termination fees and, if applicable, a broadband cease charge to pay.

Not taking the services to your new property

If you do not wish to take our services with you, then our standard termination terms will apply. You will also need to return your router to us by posting it to: Glide Returns, 1 First Avenue, Maybrook Business Park, Birmingham, B76 1BA.

Taking the services to your new property

You can arrange to take the services to your new property in which case these terms will continue at your new property. If you wish to change either your services or the customers or tenants at the property, you will need to complete and accept a new order form.

If we are unable to provide the services to your new property then our standard termination terms will apply.

In all circumstances, if you decide to move from or sell your property, it is important that you provide us with your new address and new contact details.

If you decide to move out but any other tenants at the property don ‘t

If, at any time during the minimum term, you decide to move from the property but any other tenants at the property do not then it is important that you tell us the date of your move as soon as possible but in any event at least 30 days before the day you move. It will also be your responsibility to continue paying the fees unless:

• the other tenants at the property agree with us to pay your portion of the fees after you leave the property; or
• a replacement tenant agrees to enter into these terms and pay your portion of the fees after you leave the property.

In either case, we will email all of the tenants at the property to confirm any changes.

If you and the other tenants at the property cannot agree on what will happen to your portion of the fees after you leave the property, you will continue to be responsible for the fees until the end of the minimum term after which any remaining tenants at the property automatically accept to equally cover the portion of the fees of the tenant(s) who have left.

10. Termination charges

After the minimum term has expired

The services will continue until ended by you (along with all other customers on the order form) giving 30 days’ written notice to us. Such termination will be made without you having to pay early termination fees.

If you don’t provide us with the full 30 days’ written notice, we will be entitled to compensation for the remainder of the notice period.

Before the minimum term has expired

If the services are terminated by you before the minimum term has expired, we will be entitled to compensation for our loss of revenue in accordance with the termination fees per property as set out in our Termination policy.

11. Service interruptions and events outside our control

It is not possible for us to provide fault-free services to you at all times but we are committed to providing you with services that have as few disruptions as possible. You must promptly report any faults in any of the services so that we can take reasonable steps to fix the fault as soon as possible.

Service interruptions

We will take reasonable measures to repair any interruptions or faults in the services that we provide.

If either we or our suppliers need to make changes to networks or the technical specifications for a service or need to suspend provision of the services for operational or technical reasons, we will use all reasonable efforts to notify you in advance of such changes or suspension if it materially affects your use of the services. We will also do everything which is reasonably within our power to minimise the effect of these disruptions on you.

Events outside our control

We will not be held liable or responsible for disruptions caused as a result of an event outside our control.

If an event outside our control takes place that affects the performance of our obligations under these terms, we will contact you as soon as reasonably possible to notify you; and our obligations under these terms will be suspended and the time for performance of our obligations will be extended for the duration of the event outside our control. Where the event outside our control affects our performance of services to you, we will restart the services as soon as reasonably possible after the event outside our control is over. If an event outside our control continues for more than 30 days, you may terminate without incurring early termination fees for any affected services by writing to us.

12. Your obligations

You agree that you will:

• pay the fees in accordance with these terms;
• comply fully with these terms and any reasonable instructions we give you in relation to the provision of the services;
• comply with the terms set out in our Fair and acceptable usage policy;
• provide accurate information to us and ensure that this information is always kept up to date and accurate including your name, address and payment details;
• ensure that your equipment and software complies with all applicable laws and standards and ensure that your equipment and software is compatible with our equipment;
• ensure that you have in place all necessary permissions and licenses before you use or to connect to our services;
• use our services for your own personal use (or where you are landlord for your tenants’ use) and totally or mainly for domestic purposes;
• provide a copy of your tenancy agreement(s) on our written request in relation to any properties where we provide our services;
• control the content you upload or download using the our broadband service and confirm that we have no responsibility for any such content;
• indemnify us and our suppliers against any loss (including from any third parties) we may suffer from any unlawful use of the services; and
• give us and our agents safe and unobstructed access to your property and all meters at all reasonable times for any reason that relates to the services.

Please be aware that we may (at our discretion) appoint suppliers to assist in our providing you with the services and with the performance of our obligations under these terms.

From time to time, we may (without notice to you) review, record or check your use of the services where we are required to do so to ensure compliance with any laws or regulations or where ordered to do so by any court or other body or authority with the power to require such monitoring and to ensure compliance with these terms and the Fair and acceptable usage policy.

13. Landlord and managing agents

If you are the landlord of a property and you are paying the bills on behalf of your tenants, you must ensure that your tenants also comply with these terms and you must provide your tenants’ full names, mobile numbers, email addresses and tenancy agreements when we ask for it.

If you sell the property or if the tenants change, you must immediately let us know along with the full names, mobile numbers and email addresses of the new owners or tenants.

If you are managing the property on behalf of the landlord, you confirm that you have the full authority of the landlord to act on their behalf in relation to these terms for the services at the properties.

14. Meters and access to your property

We may ask you for a meter reading before we start to supply your services under these terms. If you do not give us a meter reading, you agree to allow us (or one of our agents) to take one. If you do not give us a meter reading and we are not able to take one, we will estimate your meter reading when we start to supply your services.

To help make sure your bills are accurate, you should give us meter readings every three (3) months. If you give us a meter reading we will take all reasonable steps to reflect this in your next bill or statement. However, if we do not think your meter reading is reasonably accurate, we will contact you to get a new meter reading.

You agree to us making any necessary arrangements on your behalf to provide a meter and metering equipment at the property.

You must take reasonable care to make sure that the meter is not damaged or interfered with. If you do not, you will have to pay our or our agents‘ reasonable costs for visiting the property and for any work that we or they carry out in relation to the meter or other equipment.

If there is any damage, a fault or any other problem with the meter, or if you think it has been tampered with, you must tell us straight away.

You must make sure that your meter is in a safe and suitable position to allow us or our agents to read the meter. If it is not, we can ask you to move the meter to a suitable position. We may charge you for the costs of moving the meter to a suitable position unless it was our fault that the original meter position was not suitable.

You agree to give us, our agents and the water or sewerage suppliers (whichever apply) safe access to your property and the meters in the following circumstances:

• at all reasonable times for any reason that relates to your water supply or the meters, metering equipment, pipes or wires, including reading, inspecting, repairing, swapping, testing, installing, isolating or removing a meter or stopping your supply;
• at all reasonable times after these terms ends if we want to collect any meter or other equipment that belongs to us;
• at all reasonable times to inspect or test (or both) a meter or connection that we do not own or provide and you will pay our reasonable costs for doing this; and
• at any time in an emergency or if we need to visit for any other reason and we can do this legally.

15. Smart meters

You may have, or we may choose to install, a smart meter at your property.

You agree that we may use the smart meter to manage your supply without needing to visit your property. This includes reading the meter, monitoring the energy you use and repairing and updating the smart meter.

The information we collect from your smart meter may include meter readings as frequently as every 30 minutes and you give us permission to collect and store this information. We also collect information about how your smart meter is working, including whether it has any faults, whether it has been interfered with and other details which help us run our business. Meter readings may also be used within our internal processes to better understand the efficiency and effectiveness of the services we manage, helping to improve services, reduce energy costs and, ultimately, carbon emissions.

N3rgy data service (https://data.n3rgy.com) is used by Glide to interface with the national smart meter systems in order to collect, store, manage and share with Glide your smart meter data. This service uses the Smart Energy Code (https://smartenergycodecompany.co.uk/) Party credentials and Party ID of its parent, N3RGY LIMITED, incorporated and registered in England and Wales with the company number 11203504 whose registered office is at 4 Ovington Drive, Fleet, United Kingdom, GU51 1DF.

You can withdraw your consent for Glide to access your smart meter data via N3rgy at anytime by emailing glide@glide.co.uk or giving us a call on 0333 666 5555.

16. Our liability to you

We are only liable to you as set out in these terms. We have no other duty or liability to you except for those imposed by law.

We accept full legal responsibility if we or our agents kill or injure somebody (or cause somebody to be killed or injured) because we or our agents have been negligent or if we act fraudulently.

If you suffer any loss or damage, our responsibility to you will be limited to five thousand pounds (£5,000) for each event that causes you loss or, if there are a number of connected events that cause you loss, our responsibility will be limited to five thousand pounds (£5,000) in total for these events.

We will not, under any circumstances, be responsible for any financial loss or damage (for example loss of profit, income, business, contract or goodwill) or any loss which, when we entered into these terms with you, we would not reasonably have expected would happen even if we, our employees, subcontractors or agents, did not follow these terms.

If our agents cause you any loss or damage, we will only be legally responsible to you for the amount we are entitled to recover from the agents on your behalf.

Each paragraph of this section 15 applies separately and will continue to apply even after these terms have ended. If a court or other authority tells us we cannot rely on a certain paragraph, the other paragraphs will still apply.

17. Changing this contract

We may change these terms and our fees at any time (unless we have agreed otherwise with you). We will put the changes on our website. We will let you know in writing (which may include by letter, email, with your bill or by an alternative method if this is simpler) if we make a change.

Sometimes we may need to make changes to our tariffs or these terms which are outside of our control (for example to meet legal, regulatory or financial requirements). If we need to make changes for these reasons, we will let you know as soon as we can, but we will not have to meet the timescales detailed above and you will not be able to end any affected service before the end of the minimum term without charge.

If we raise your prices or make a change to these terms that puts you at a material disadvantage and such change isn’t required by law or regulation, we will let you know in writing (which may include by letter, email, with your bill or by an alternative method if this is simpler) at least 30 days before the change. Such price rises or changes will not affect you as long as:

1. on or before the day that the price rise takes effect, you tell us that you want to end the affected service (only the services that are directly affected by the changes we make can be ended without paying early termination fees for that service and these terms will continue to apply to any other services that are not affected by those changes);
2. you arrange for another supplier to transfer your telephone or broadband services and we receive notice of this from your new supplier within 15 working days from the day that you gave us notice that you wanted to end the affected service; and

We can change the customers or property on your account with your permission (for example if you move property and want us to continue to provide our services at your new property or if a new tenant at your property becomes jointly responsible with you under these terms).

18. Third party payer

If you’re a third party payer, you will be required to accept the order form and to confirm that you are happy to take on the relevant customer’s fee payment obligations. Once accepted, these terms will apply to you as well as to the customer for whom you are paying the portion of the fees.

19. How to complain

We are committed to providing excellent customer service and endeavour to deal with any complaint fairly and within a reasonable period of time. However should you remain dissatisfied with any aspect of our services, you should follow our Complaints policy and we will try to resolve your complaint as soon as possible.

20. Personal information

You agree we may use your personal data to provide the services and in accordance with our Privacy & cookies policy.

21. Contacting each other

You may contact us (at any time) by sending an email, or (during our working hours) by calling our telephone number (both as set out on our website). Any important communications (including any formal notices) should be sent by post to: Notice Team, Glide, Alpha Tower, Suffolk Street Queensway, Birmingham, B1 1TT.

We will contact you on the email address as supplied on your order form. Any important communications (including any legal notices) which we need to send to you will be sent by post to the postal address supplied on your order form.

22. Water additional terms

When you take the water service, you agree that you authorise us to act on your behalf with the water and sewerage suppliers from the requested start date until either the service or these terms end.

We will register your property with the relevant water and sewerage suppliers and pay for your water and sewerage at your property from the requested start date until either the service or these terms end.

We will pass all costs incurred at your property from the water and sewerage suppliers onto you at the same price that we pay for it.

The owner of the property is responsible for any supply or quality issues at your property including repairing and maintaining your part of the water service piping.

You agree to comply with the standard terms and conditions of the water and sewerage supplier(s) that supply your property with water and sewerage. If you have any queries, please contact us at any time.

23. Telephone additional terms

We will begin the telephone service, and your minimum term will start, on the day we activate or install the service. You’ll need a telephone to make and receive telephone calls.

If you have an existing phone number that you wish to keep, you must let us know about it on the order form otherwise you may lose the number.

The service we agree to give you includes:

• the installation, transfer or takeover and rental of a fixed telephone line that may be provided using copper or fibre technology depending on where you live;
• the facility to make or receive telephone calls;
• where the service is provided using fibre technology we will provide you with a battery back-up unit which will allow you to continue to make and receive calls for up to one hour during a power cut provided your batteries are fully charged;
• any other facilities such as caller display that we agree to give you; and
• one phone number for each fixed telephone line that you rent from us.

An engineer visit may be required to install our telephone service where no suitable telephone installation already exists. If necessary, we will agree an installation date with you. If we need to change the installation date, we will try to contact you at least two working days before the scheduled appointment. If you need to change or cancel any appointment date, you must tell us at least two working days before the scheduled appointment or we may charge you a missed appointment fee.

During installation there must be a responsible adult present in your home. Where this person is not you, it must be someone authorised by you to make decisions regarding the location and installation of the equipment.

You will be able to view an itemised call list for your telephone service in your online portal on our website.

We may set up call barring to certain telephone numbers as part of our fraud protection strategy. If this affects you, let us know and we will help out.

If you want to connect equipment to our network other than by using a main phone socket, you must get our permission. You agree not to connect equipment to our network that does not bear the European Consumer Equipment Standards ‘CE’ mark; or that may harm the network or other customers’ equipment. If you do, you must disconnect it immediately.

All calls to the emergency services will be recorded.

24. Broadband additional terms

We will begin the broadband service, and your minimum term will start, on the day we activate the service. You’ll need an internet-enabled device to get online. You will need to have and keep the telephone service for the duration you have our broadband service. The provision of our broadband is subject to availability and a line check.

Occasionally we may need to send an agent out to fix a broadband fault. Where this happens and our supplier does not accept responsibility for the fault, we will pass any charges onto you at the same price that we pay for it in addition to your fees.

The quality and speed of the broadband service is dependent on geographic, atmospheric or other conditions or circumstances beyond our control. We cannot guarantee the speed or range of any wireless equipment (for example the router). We cannot provide the broadband service in all parts of the UK.

We may take action to manage the network’s performance during times where there is a high demand.

We provide technical support to any customer named on the order form and for landlords, we provide support directly to all tenants who have physical access to the router at the property. It is therefore important that the router is positioned where all the tenants at the property can gain access to it.

You must, when you end the broadband service, request another third party supplier to take over the broadband service from us or use another recognised transfer process to move to another service provider.

Equipment

If you sign up to the broadband service, we will provide you with the necessary equipment to get online including our router. We will post the equipment out to you by courier and you’re responsible for following our instructions to set it up.

We agree to loan any equipment (for example the router) to you for as long as you continue to receive the broadband service. You are responsible for looking after the equipment upon delivery but please be aware that the equipment will remain our asset.

You will need to ensure that suitable mains, electricity and telephone sockets are available where you would like the router to be installed.

If your equipment is faulty we will repair or replace it without charge providing the fault is not caused by abuse or negligence while in your care. If your equipment has been damaged by you through improper use or lack of proper care or maintenance then we reserve the right to charge you for any repairs or replacement as needed.

You must return any item of equipment that either you report to us as faulty or we tell you is faulty or requires replacement for technical reasons. We may replace such equipment before you return it to us but you must still return the item.

Within 14 days of us replacing any equipment or within 14 days of the end of the broadband service, you must return any equipment that we have loaned to you (for example the router) or you will be charged an equipment fee.

If you choose to keep any equipment (for example the router) after we stop providing the broadband service, it is supplied to you as is, without warranty and without support.

Fibre broadband

Where we provide the broadband services using a fibre network, an engineer visit may be required to install the broadband service. If necessary, we will agree an installation date with you. If you need to change the installation date, we will try to contact you at least two working days before the scheduled appointment. If you need to change or cancel any appointment date, you must tell us at least two working days before the scheduled appointment or we may charge you a missed appointment fee.

On the day your fibre broadband is due to go live, your telephone line will stop working for a short period. If possible you should make alternative arrangements to enable you to make calls to emergency services during this period. If you already have broadband, this will also stop working during the installation of your fibre broadband.

25. TV licence additional terms

When you take the TV licence service, we will buy a TV licence from the TV Licensing authority on behalf of the British Broadcasting Corporation for your property.

We only buy TV licences in periods of 12 months so after your initial 12 month minimum term ends, these terms in relation to the TV licence service only will automatically be extended for another 12 months and we will buy another TV licence for you.

We pass the cost of the TV licence onto you at the same price we pay for it and then separately charge a TV licence management fee as set out in our tariffs on our website.

You need to be able to produce your TV licence number for inspection by a licensing officer. You can always find your TV licence number in your online portal on our website and we will let you know what it is by email as well.

If the price of a TV licence changes, you accept that we can automatically update the fees accordingly to the new TV licence price at the end of the minimum term.

When the TV licence service ends or if it is revoked by the British Broadcasting Corporation, you will no longer be covered by a TV licence for your property and you can be prosecuted if you watch television without a licence so please make alternative arrangements.

26. General

All communications with you may be recorded for training and quality control purposes.

The laws of England and Wales or Scotland apply to these terms, depending on where your property is, and any disputes will be settled in the courts of England and Wales or Scotland (as applicable).

All intellectual property rights in the services are owned or licensed by us and you have no right, title or interest in such intellectual property rights.

You cannot transfer any of your rights or responsibilities under these terms to another person without our written permission. We can transfer all or any part of these terms without your permission.

If, at any time, you do not keep to any part of these terms and we do not respond, this does not mean that we will not take action in the future. For example, if we don’t immediately take action to ask you for money that you owe us, this will not stop us from doing so in the future.

The terms set out the entire agreement for the provision of our services between you and us and supersede any previous agreements or understandings between you and us.

These terms shall not confer any benefit on a third party under the Contracts (Rights of Third Parties) Act 1999.

We may, without notice and at any time, set off any liability of you to us against any liability of us to you, whether either liability is liquidated or not, present or future, or arises under these terms or otherwise. Any exercise by us of our rights under this paragraph will not limit or affect any other rights or remedies available to us under these terms or otherwise.

All amounts due under these terms shall be paid by you to us in full without set off or counterclaim.

If a court or other authority tells us a part of these terms is not valid, the rest of the terms will not be affected.

We will not tolerate violence, physical aggression or verbal or written abuse towards our staff or agents and may take legal action and/or refer any such behaviour to the police.