Legal

Website Terms and Conditions

YouFibre is an Internet Service Provider (“ISP”). We are a limited company registered in England and Wales under company number 12359292, registered office 86-90 Paul Street, London, England, EC2A 4NE.

This document explains the terms for using our website www.youfibre.com, whether as a guest or a registered user. We ask you please read these terms carefully before you start using the YouFibre website. By using our website, you agree that you accept these terms and you will adhere to them. If you do not agree, you should not use our website. In these Website Terms and Conditions, all references to “YouFibre”, “we”, “us”, or “our” are references to YouFibre Limited, and all references to “you” and “your” are references to anyone using our website.

1.0 Using our website

YouFibre allow you to use our website on a temporary basis. We can remove or change the service we provide on our website without notice. YouFibre accept no responsibility for any loss, damage, or cost to anyone, if for any reason our website is unavailable at any time or for any period.

Sometimes, we may restrict access to some or all parts of the YouFibre website. Such a restriction might apply to anyone.

If you choose, or you’re provided with, a user identification code, password, or any other piece of information as part of our security procedures, you must treat such information as confidential, and not reveal it to anyone else.
We can, at any time, stop any user identification code or password from working, whether it was chosen by you or allocated by us, if we think you haven’t kept to any provision of these Website Terms and Conditions.

When using our website and our internet services, you must fully follow these Website Terms and Conditions and our Acceptable Usage Policy. You’re also responsible for making sure that anyone else who accesses our website through your internet connection is aware of these Website Terms and Conditions and our Acceptable Usage Policy and that they fully follow them.

If you or they don’t do this and we incur losses, damages, expenses, or costs (including any payable to third parties and legal costs) as a result, you must fully compensate us for these. This is called an “indemnity” and makes you 100% responsible for the full amount of any claim we have against you.

2.0 Intellectual Property Rights

YouFibre are the owner or the licensee of all intellectual property rights on our website, and in the material published on it. Intellectual property rights include patents, trademarks, service marks, trade names, copyright (including, but not limited to, rights in computer software and in websites), rights in databases, rights in design and know-how.

Our website and the material published on it are protected by copyright laws and treaties around the world. Other than as set out below, you mustn’t republish or redistribute the content or material on our website (including by framing or similar methods).

You may print off one copy, and may download extracts, of any page(s) from our website for your personal use and you may draw the attention of others to material posted on our website. You mustn’t change the paper or digital copies of any material you have printed off or downloaded in any way, and you mustn’t use any illustrations, photographs, video, or audio sequences or any graphics separately from any accompanying text.

You must always acknowledge us (or any others who are identified as contributors of material on our website) as the authors of the material on our website. You mustn’t use any part of the material on our website for business purposes without first getting a license to do so from us or those who have granted us a license.

If you print off, copy, or download any part of our website in a way that doesn’t follow these Website Terms and Conditions, your right to use our website will end immediately. If we then tell you to return or destroy any copies you’ve made of the material, you must do this immediately.

If you believe that your intellectual property rights have been infringed either on the internet or through any of the internet services provided by us, you may contact us and request that the infringing material is removed or access to it blocked. YouFibre will fully investigate any complaints and, if we think (acting reasonably) there is an infringement, YouFibre will take action to resolve the issue.

3.0 Changes to the YouFibre Website

YouFibre update the website on a regular basis and may change content at any time. If required YouFibre will suspend access to our website, or even close it. We don’t have to update this content. You should check any information you get from our website before acting on it.

4.0 YouFibre Liability

YouFibre do not assure or promise the content or material on our website or items within are accurate or available. Neither we nor any company in our group (or any person connected with us or any group company) accepts responsibility (except to the extent a law requires otherwise) for any: conditions, warranties, and other terms which might be implied by law. (Sometimes the law suggests that particular conditions, warranties or terms are treated as part of an agreement, even if they’re not specifically put into that agreement – these are “terms implied by law”. YouFibre do not include any terms implied by law in our terms and this means you cannot make claims based on them);

Loss which isn’t a reasonably predictable result of our negligence or of our not following these Website Terms and Conditions; liability for any direct, indirect or consequential loss or damage incurred by any user of our services or in connection with the use, inability to use, or results of the use of (i) our services, (ii) any equipment we supplied to you under an agreement for provision of our services (“Equipment”) (iii) any equipment you acquired from a third party or (iv) our website, any websites linked to it and any materials posted on it. This includes any liability for:

1. loss of savings;
2. loss or corruption of data, information or software;
3. loss of goodwill; the cost of getting substitute goods or services;
4. wasted management or office time;
5. and for any other loss or damage of any kind, however it happens, even if it is predictable.
6. loss of income or revenue;
7. loss of business or opportunity;
8. loss of profits or contracts;

5.0 YouFibre will accept responsibility for the actual cost of:

Loss of or damage to your physical property arising from our negligence. (For this YouFibre will pay no more than £100,000 in total, for any one event or series of connected events taking place in any 12-month period.); and other direct financial loss that isn’t excluded by any of the categories set out above. YouFibre will also accept responsibility (i) if our negligence (or that of our employees, contractors or agents) causes death or personal injury, (ii) for our fraud or fraudulent statements about an essential matter, and (iii) for any other liability that the law doesn’t let us exclude or limit. You may have rights under the law which the terms of an agreement you have with us can’t affect.

For example, the law may give you certain rights relating to Equipment which is faulty or has been described wrongly or, if you’re a residential customer of YouFibre, you may have rights as a “consumer”. For more details of your legal rights, you should contact your local Citizens Advice Bureau, www.citizensadvice.org.uk.
Each part of this section (‘Our Liability’) is treated as separate. It’ll still be valid even if other parts of this section are found to be invalid or unreasonable.

6.0 Information Retention and Use

You can’t treat anything on our website as an offer by YouFibre to provide any goods or services to you. You’ll only have a contract with us, under which we’ll provide you with our services, when (i) you’ve placed an order for them, (ii) you’ve accepted our standard terms for providing them and (iii) we’ve confirmed our acceptance of that order in writing. Our standard terms of service will apply to any contracts under which we provide you with any goods or our services (Residential Customer Terms of Service and Business Customer Terms of Service).

7.0 Transactions Through the Website

If you enter into any kind of contract or arrangement with any advertiser on our website or by following a link from our website to another website, that contract or arrangement (and its terms and conditions) will be between you and the advertiser or the provider of the other website and we accept no responsibility in relation to it.

8.0 Viruses, Hacking, and other and/or Associated Offences

You MUST NOT misuse the YouFibre website by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You mustn’t try to access (i) our website, in a way that we don’t usually allow, (ii) the server on which our website is stored, or (iii) any server, computer or database connected to our website. You mustn’t attack our website with a denial-of-service attack or a distributed denial-of service attack. If you break the above condition, you’re committing a crime under the Computer Misuse Act 1990. If this happens, we’ll report it to the relevant law enforcement authorities and tell them your identity. You’ll also lose your right to use our website immediately.
We accept no responsibility for any loss or damage caused by a denial of service or distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other material belonging to you, from your (i) using our website or (ii) downloading of any material posted on it, or on any website linked to it.

9.0 Linking to the YouFibre Website

You are welcome to provide links to our home page, as long as it’s legal and appropriate in the circumstances and doesn’t damage our reputation or take advantage of it. You mustn’t create a link that makes it look like you’re connected with us, or that we’re giving you our approval or support, if this isn’t actually the case. You MUST NOT create a link from any website that is not owned by you.

The YouFibre website MUST NOT be framed on any other website and you MUST NOT create a link to any part of our website other than the home page. We can take away any linking permission, without notice. The website from which you’re linking must fully meet the “Content Standards” set out in our Acceptable Usage Policy.

If you would like to use material on our website in any way other than that set out above, please send your request to hello@youfibre.com.

10.0 Linking from the YouFibre Website

Where the YouFibre website has links to other websites, these links are for your information only. We have no control over the contents of those websites, those goods or services, or their availability. We don’t accept any responsibility for them or for any loss or damage that may result from your using or inability to access them. YouFibre doesn’t recommend or give its approval to (i) those goods or services or (ii) those websites, their contents or any goods, services, advertising or other material these websites contain.

11.0 Jurisdiction and Applicable Law

The Website Terms and Conditions are made under English and Welsh law. If a dispute arises that we can’t settle between us, despite following our Complaints Code of Practice, it’ll be decided in the English and/or Welsh courts. If we choose to, though, we can use the courts where you live (if this isn’t England or Wales) or in any other country we think is appropriate. Our website is designed for use in the United Kingdom and you mustn’t not use our website or services in countries where the local law restricts or doesn’t allow this.

12.0 Trade Marking

“YouFibre” is a registered trademark of YouFibre Limited.

All brand names, product names and/or service names used in our website are trademarks, trade names, service marks or copyrights of their respective owners. If you use any brand name, product name and/or service name without first getting its owner to agree to this in writing, you may be infringing that owner’s rights. YouFibre DOES NOT give you permission to use any brand name, product name or service name.

13.0 Changes to Terms and Conditions

YouFibre may update or change these Website Terms and Conditions at any time. You should check them from time to time to take notice of any changes we made, as they’re legally binding on you, if you use our website. Sometimes a notice or other provision on another part our website might replace part of these Website Terms and Conditions.

14.0 Date

These Terms are effective from 18th March 2020.

Privacy and Cookie Policy

1.0 About Us 

YouFibre Limited (“YouFibre”, “we” or “us”) is a full fibre internet service provider (“ISP”). We are a limited company registered in England and Wales under company number 12359292 and our registered office and main trading address is at 86-90 Paul Street, London, England, EC2A 4NE. Our VAT number is 344 754 583.

We are regulated in the UK by Ofcom. We are also a member of the Ombudsman Services (an independent alternative dispute resolution service) of which there are further details in our Complaints Code of Practice. YouFibre is the controller and responsible for your personal data.

YouFibre is committed to protecting and respecting your privacy.

Our Privacy and Cookie Policy (“Privacy Policy”) lets you know how we collect and use your personal data and tells you about your privacy rights. When we refer to “personal data” in this Privacy Policy, we mean information which can identify you as an individual. It is important that you read this Privacy Policy so that you are fully aware of how and why we are using your data.

By (i) registering or placing an order at www.youfibre.com (our “Website”), or (ii) placing an order for our services by calling our customer service agents (“Customer Support”) or (iii) submitting a paper order form to us or (iv) giving us your details to record your registered interest in becoming our customer in the future (v) giving us your details for us to contact you in relation to our services or business development or (vi) consenting to manage (as a third party) the billing arrangements for a YouFibre customer (who has requested that you be permitted to do this) and giving your details in connection with this, you agree to the collection and use of your information under the terms of this Privacy Policy. If you do not agree to the data practices set out in this Privacy Policy, we will not be able provide you with our services.

2.0 Information we collect about you

We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:

• Identity Data includes first name, last name, username or similar identifier, title, date of birth and gender.
• Contact Data includes billing address, delivery address, email address, social media username (if given) and telephone numbers.
• Financial Data includes bank account and payment card details.
• Transaction Data includes details of payments made by you, any equipment we will supply, and services you have subscribed to.
• Usage Data includes information about how you use our services, our network and our Website.
• Technical Data includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website and our network.
• Profile Data includes your username and password (if made available to us), orders made by you, your interests, preferences, feedback and survey responses.
• Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.

We also collect, use, and share “Aggregated Data” (this means statistical or demographic data derived from your personal data). Aggregated Data is not considered personal data in law as this data does not directly or indirectly reveal your identity.

3.0 How we collect your personal data

(i) Identity Data, Contact Data and Financial Data

You may give us your Identity, Contact and Financial Data by corresponding with us by via our Website, systems or communicating with our Customer Support online, by email, on the telephone or by post. This includes personal data you provide when you:

• fill in paper forms or online forms on our Website
• register to use our Website
• record your registered interest in becoming our customer in the future
• give us your details for us to contact you in relation to our services
• post any material on our Website
• place an order for our services by telephone
• request any additional services or upgrades
• ask for help or advice or report a problem with our services
• request marketing communications to be sent to you
• enter a competition, promotion or survey
• give us feedback

This also includes information you enter even when you only partially fill out an online form, and exit before completing it.

When you contact us (by phone, email or via our Website), we may keep a record of it and what you say to us.

We may also hold your Identity, Contact and Financial Data, if you have agreed for us to have this, in connection with you (as a third party) consenting to manage a YouFibre customer’s billing arrangements (at that customer’s request).

When you order services from us, we may make inquiries about you for credit reference purposes. These enquires include searching your records held by any credit reference agencies or any fraud prevention scheme. Where we receive information about you from them, we’ll always protect it in accordance with this Privacy Policy and keep it secure.

(ii) Transaction Data

We will collect and hold details of orders you make through our Website, by telephone or on paper forms and details of any payments you have made and any products/equipment supplied – e.g. routers.

(iii) Usage and Technical Data

When you use our services, we will automatically collect your Usage Data. When you (or someone using your YouFibre broadband or telephone service) use YouFibre’s network to make a telephone call or connect to the internet, we keep a record of that call (including the number called) so we can charge for it. We also receive information from other operators about calls made over our network, where we need that information for connecting and billing purposes. We will also collect information about your use of our services (such as the amount of time you spend online), which we will use to manage our network and for billing.

If someone abuses or damages the YouFibre telephone network, for example by making offensive or nuisance calls, we may keep information relating to that abuse.

If a customer abuses our internet service or any other services we provide, for example by not following any part of our Acceptable Usage Policy, we may keep any information relating to that abuse.

(iv) Profile Data

We automatically collect Technical Data about your visits to our Website (including, but not limited to, traffic data, location data, weblogs and other communication data) and the websites and other products and services you access through it. We collect this personal data by using cookies, server logs and other similar technologies. Please see the Cookie Policy section below for more information about how we use cookies and how to change your browser settings to refuse some or all cookies.

We will also collect information on which devices have accessed your YouFibre router (e.g. type of device, brand, model, operating system and browser) in order to monitor and better understand how our services are used.

We may collect information about your computer, including your IP address, operating system and browser type, to help keep our network running smoothly. Unless this information is needed for a service enquiry specific to your service, this is used as aggregated statistical information about our users’ browsing actions and patterns, and does not identify any individual.

We may also ask you to complete surveys that we use for research purposes, although you do not have to respond to them. We may ask you questions, from time to time, about how you use the services we provide, other services you would like us to provide in the future and about other things, such as information about your lifestyle.

(v) Marketing and Communications Data

We will keep a record of whether you have opted out of receiving marketing from us. We will also keep a record of your communication preferences.

4.0 How we use your personal data

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

• Where we need to perform a contract we are about to enter into or have entered into with you
• Where it is necessary for our legitimate interests and your interests and fundamental rights do not override those interests
• Where we need to comply with a legal or regulatory obligation

Performance of Contract means using your data as necessary for us to provide a quote to you or fulfill a contract to provide our services to you.

Legitimate Interest means using your data as necessary for the commercial interests of our business, allowing us to conduct and manage our business to give you the best possible service and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests.

Comply with a legal or regulatory obligation means using your personal data to the extent necessary for us to comply with a legal or regulatory obligation that we are subject to.

We have set out below a description of the ways we use your personal data. Note that we may use your personal data for more than one lawful ground, depending on the specific purpose for which we are using your data.

5.0 Marketing Communications

If you are a customer, we may also use your Identity, Contact, Technical, Usage, Profile, and Marketing and Communications Data to form a view on what services and offers may be relevant for you and to send you recommendations about services that we think may be of interest or to invite you to participate in prize draws or competitions (“marketing communications”).

If you have given us your details to record your registered interest in becoming our customer in the future or for us to contact you in relation to our services or business development (including to receive our newsletter), we may use your Identity Data to keep you up to date about our services and coverage.

You will only receive marketing communications from us if you have registered an interest in receiving our services (whether current services or in the future when your building or location is connected to our network), requested information from us in relation to our services or purchased services from us and, in each case, you have not opted out of receiving that marketing.

You can ask us to stop sending you marketing communications at any time by logging into My Account via our Website and checking or unchecking relevant boxes to adjust your marketing preferences, by following the opt-out links on any marketing message sent to you or by contacting us at any time.

If you opt out of receiving marketing communications, we will still send you service-related communications as necessary.

6.0 Disclosures of your personal data

We may sometimes need to share your personal data with the types of third party listed below:

• Our partner organisations and subcontractors who provide some of the services on our behalf
• Credit reference agencies (to carry out credit checks) and debt recovery agencies (if you do not pay your bills)
• Analytics and search engine providers that assist us in the improvement and optimisation of our Website
• IT and system administration services service providers
• Professional advisers including lawyers, auditors and insurers
• Third parties to whom we may choose to sell, transfer or merge parts of our business with

We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

If, as a YouFibre customer, you have requested and/or consented to a third party managing your YouFibre billing arrangements, you agree that this may involve that third party (i) having online access to your YouFibre account details insofar as they relate to your bills and/or (ii) being given details of your billing arrangements when calling Customer Support or writing to us in connection with managing these arrangements and/or (iii) arranging for any of your bills to be paid. You have informed us which of these options you have chosen and given your consent accordingly. We accept no responsibility in relation to you choosing that third party to manage your billing arrangements or in relation to their use or misuse of such of your personal information to which they have access under these arrangements.

We may also disclose your personal data to a third party if we are under a duty to do so in order to comply with a legal obligation or in order to enforce or apply our terms of use. This includes exchanging information with other companies and organisations for the purposes of law enforcement, fraud protection, and credit risk reduction.

7.0 International Transfers

We share your personal data within YouFibre’s organisation which involves transferring your data outside the European Economic Area (EEA). We ensure your personal data is protected by requiring all our divisions to follow the same rules when processing your personal data to ensure its security. These rules are called “model clauses”.

In addition, some of our third party suppliers are based outside the EEA so their processing of your personal data will involve a transfer of data outside the EEA.

Whenever we transfer your personal data out of the EEA, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:

• The third party country has been deemed to provide an adequate level of protection for personal data by the European Commission;
• The service provider has provided adequate safeguards to ensure that individuals rights are enforceable and legal remedies are available; or
• The service provider is based in the US and is part of the Privacy Shield which requires them to provide an adequate level of protection for personal data.

8.0 Data Security

We have in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

We also have in place procedures to deal with any suspected personal data breach and will notify you and the ICO (the UK supervisory authority) of a breach where we are legally required to do so.

All information you provide to us is stored on our secure servers. Any payment transactions will be encrypted using SSL technology. Where we have given you (or you have chosen) a customer ID, password(s) or log-ins to allow you to can access certain parts of our Website, you are responsible for keeping these confidential. You are responsible for how our services are used from your account and for keeping your account information secret. Please keep this information safe, and do not share it with others.

Unfortunately, sending information using the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of the data you send to our Website; you take the risk for this. Once we have received your information, we will try our best to keep it secure. This includes using strict procedures and security features to try to prevent unauthorised access.

Our Website may, from time to time, contain links to and from the websites of our partner networks, advertisers and others associated with us. If you follow a link to any of these websites, please note that these websites have their own privacy and cookie policies. YouFibre accepts no responsibility or liability for these policies. Please check these policies before you send any personal data to these websites.

9.0 Data Retention

We will only retain your personal data for as long as necessary to fulfill the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.

By law we have to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for at least 7 years after they cease being customers for tax purposes.

In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.

10.0 Your Legal Rights

You have various rights in relation to your personal data – these are set out in detail below. If you wish to exercise any of these rights, please email us: dataprotection@youfibre.com

Request access to your personal data (commonly known as a “data subject access request”). This enables you to receive a copy of the personal data we hold about you.

Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.

Request erasure of your personal data. This enables you to ask us to delete your personal data when we no longer need it. You may also ask us to delete your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with a legal obligation. However, we may not be able to comply with your request of erasure, for example, if we are required to retain your personal data for legal reasons. We will let you know if this is the case.

Object to processing of your personal data where we are processing your personal data for direct marketing purposes. You also have the right to object where we are relying on a legitimate interest but you feel the processing impacts on your fundamental rights and freedoms.

Request restriction of processing of your personal data. You may ask us to suspend the processing of your personal data in the following scenarios: (a) if you do not think the data we hold is accurate, whilst we verify its accuracy; (b) where our use of the data is unlawful but you do not want us to erase it; (c) where we no longer need to process it but you require us to store it in relation to a legal claim; or (d) if you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.

Request the transfer of your personal data to you or to a third party. We will if feasible practically provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to information which we process by automated means and use to perform a contract with you.

Withdraw consent at any time where we are relying on consent to process your personal data (for example, for marketing purposes). However, this will not affect the lawfulness of any processing carried out before you withdraw your consent.

You will not have to pay a fee to access your personal data or to exercise any of your other rights. However, if we feel that your request is unfounded, repetitive or excessive, we may charge a reasonable fee or we may let you know that we are refusing to comply with your request. If we refuse your request, we will explain why and you will be entitled to raise the issue with the ICO.

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data or to exercise any of your other rights. This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

We will respond to all legitimate requests within 30 days of receipt and, if possible, achieve a satisfactory resolution within that time period. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

11.0 Changes to this Privacy Policy

Any changes we may make to this Privacy Policy in the future will be posted on this page. You should check this page from time to time for any changes we made. We may also email you about these changes, if you are a customer of YouFibre.

12.0 Contact

If you have any questions, comments and requests regarding this Privacy Policy, including any requests to exercise any of your legal rights under it, please contact us using the details set out below.

Email: hello@youfibre.com

Post: YouFibre Limited, 86-90 Paul Street, London, England, EC2A 4NE

If you have any complaint about how we are using your personal data or otherwise in relation to this Privacy Policy, please contact us in the first instance and will we do our best to resolve it. If we do not resolve it to your satisfaction, you have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk).

13.0 Cookie Policy

Our Website uses cookies – these are small files of letters and numbers which we store on your browser or the device you use to access our Website. Some of the cookies we use are essential (our Website won’t work without them) and others make our Website work more efficiently and help us to recognise you when you return to our Website.

13.1. How we use cookies

We use these types of cookies:

• Essential (Necessary) cookies: These are cookies that are required for the operation of our Website. They include, for example, cookies that enable you to log into secure areas of our Website.

• Functionality cookies: These are cookies we use to recognise you when you return to our Website. They enable us to personalise our content for you and save your preferences in a cookie on your device (for example, your choice of language or region or, if you select the ‘Remember me on this computer’ box, your username and password). This means that the next time you log on to our Website using that device you won’t need to re-enter those details. We suggest you don’t select the ‘Remember me’ box if you use a shared device or publicly available computer. The cookie file itself won’t store your personal information.

• Analytics cookies: These allow us to recognise and count the number of visitors and to see how visitors move around our Website when they are using it. This helps us to improve the way our Website works, for example, by ensuring that users are finding what they are looking for easily. All information collected for these purposes and shared with our analytics providers is anonymous or collected in such a way that users cannot be identified from this data. . This information allows us to improve our Website and our services, for example, to measure the effectiveness or success of our advertising campaigns and products. For more information about Google Analytics, please see their privacy policy at: google.com/policies/privacy.

• Affiliate and advertising cookies: We use cookies to place adverts about YouFibre products on other websites and manage referrals from those websites to our Website. If you follow a link from another website then purchase our services, we may use cookies to tell the other website that you have made a purchase. Or if you click on a link to an advert, video or social media channel on our Website, we may use cookies to gather statistics about this.

13.2. Which cookies we use

Residential Service Terms and Conditions

YouFibre is an Internet Service Provider (“ISP”). We are a limited company registered in England and Wales under company number 12359292, registered office 86-90 Paul Street, London, England, EC2A 4NE.

This document refers to YouFibre Limited terms and conditions of service, with respect to customers that have purchased and paid for our home and/or business service(s). By purchasing any of our services or service packages, you are agreeing to all the terms and conditions set out in this document, they in turn form a legal agreement (or “contract”) between ‘YouFibre Limited’ and you the customer.

1.0  Our Terms of Service

1.1. The YouFibre Limited ‘Residential Customer Service Terms’ (“Terms”) are part of you (the customer’s) legally binding Residential Customer Service Agreement (“Agreement”) with YouFibre. The Agreement sets out the terms and conditions for supplying YouFibre services.

1.2. The YouFibre Internet service is provided with various speeds and will terminate with our customer connection device at your home or business location. This will include any additional YouFibre services you have purchased from us.

1.3. The YouFibre Telephone Service can in some instances not provide all of the features you would expect from a traditional copper service and is dependent on your connection to our network and our network being available. The Telephone Service may sometimes be unavailable due to factors over which we have no control. This includes power disruptions and failures in our Network. It is important that you understand and agree to this before signing up for the Telephone Service.

1.4. The YouFibre Telephone Service permits calls to the emergency services telephone numbers 999 and or 112. It should be noted that calls to this any of these services will not connect if there is a power cut in your home/business and or the internet service line providing your home/business fails. It is your (the customer’s) responsibility to explain this to anyone who may use the YouFibre Telephone Service. You understand and accept that you should always have another way to call 999 or 112 emergency services, this can be by using the existing copper wire phone line to your Home or business and or any other another alternative.

1.5. Your Agreement with YouFibre is made up of the following documents and includes any other document we refer to in them:

• These Terms
• Any Order that you make, as set out in your Order Confirmation
• Our Price Book for Residential Customers
• Our Privacy and Cookie Policy
• Our Acceptable Usage Policy
• Our Complaints Code of Practice

If any of these documents contradict each other, a document higher up on this list takes priority. However, if there’s a difference about pricing between these Terms, your Order Confirmation, and the Price Book for Residential Customers, then the information set out in the Order Confirmation should be followed in priority to the Price Book for Residential Customers, which in turn should be followed in priority to these Terms. In the same way, the terms of any promotion relating to your Order (as set out in your Order Confirmation), take priority over these Terms, as far as they differ from or contradict them.

1.6. In these Terms all references to “we”, “us” or “our” are references to YouFibre and all references to “you”, “Customer” and “your” are references to you, the customer of YouFibre.

The Services and Equipment we provide to you under these Terms must not be used for business purposes except for Home Working.

2.0  How to Order?

2.1. The following methods can be used to order our service.

On the YouFibre Website select the package you want and click on the ‘Check Availability’ Button, and follow the instructions provided on the website, orders can be also be facilitated with one of YouFibre sales team members.

You can call the YouFibre customer line and reference ‘Order Service’, The Customer Support team will ask you certain questions to ascertain if you will able to receive our YouFibre services before facilitating the ordering process.

2.2. Placing an order on Clause 2.1 means that you accept our Terms and will create a legally binding Agreement between you, the customer, and us, YouFibre.

2.3. YouFibre can only provide our Services to an address which is able to receive them, we provide an online facility for this on our website. You must be at least 18 years old when you place an Order with us.

2.4. You should be aware that if you purchase YouFibre Services, any agreement for broadband or telephone services you might already have with another provider will not automatically end. This means you may have to continue paying for those previous services unless you end them. If you end them, you might have to pay the other provider cancellation or other charges. YouFibre are not responsible for any charges for this.

2.5. To order any service you must provide YouFibre with a valid email address, we will in turn register this together with Account details as provided by you. In most instances we will use the “Registered Email Address” to contact you for any matters relating to your Agreement with YouFibre, although we may also use your “Registered Telephone Number” when appropriate. It is very important that your email account remains available, we also ask that you regularly check emails sent to your Registered Email Address and that you keep your Account details up to date (Clause 10.3 provides further details).

2.6. Placing an order with us means that you agree for YouFibre, or third parties acting on our behalf, to carry out credit checks on you (as described in Clause 14.0 (“Other General Provisions”)) using the information that you provide during the ordering process.

2.7. When YouFibre receive your Order, we will issue you an email confirming that YouFibre have received it and accepted it (an “Order Confirmation”) or we will tell you that we cannot accept it. If this happens, we won’t have to explain why we cannot accept your Order or provide you with any Services you requested in your Order. If we do send you an Order Confirmation, your Order and the Agreement for Services with us becomes legally binding on you and us. We only provide our Services in the UK (unless we say otherwise in your service terms).

2.8. When you have ordered services you will likely have to arrange for installation of device you will need at your Home or Business. Please see Clause 3.0 for more details on the Equipment we will send you. Once you connect to our Network, we will send you a Service Activation Email and treat this date as your Services Start Date.

3.0 Equipment

After we send you an Order Confirmation, we’ll get things ready to connect you to the Services you ordered. When we’ve done this, we’ll send you all the Equipment you need. The Equipment may include a YouFibre router, booklet, power adaptor, cables, and YouFibre ONT, which we’ll send to the address you provided to us when you placed your Order (if it’s a document, we’ll also email it to your Registered Email Address), unless it’s already installed at your Home. We’ll let you know what Equipment we’ll provide you and whether there’ll be an Activation Charge for your Services during the ordering process. You can use our Services via an Ethernet cable using your own router, if you wish.

The Equipment, which includes the YouFibre router and YouFibre ONT, remains our property and is to be kept at your Home. You’ll need to take good care of it all, as if it’s damaged in your care while you’re receiving our Services you may have to pay us Charges to repair or replace it. The Equipment must always remain at your Home, even if you leave your Home or stop using our Services (unless you have to return the Equipment to us, as set out in Clause 6.0 (“Term of Agreement, Suspension, Restriction and Termination”)). If you use your statutory right to cancel your Agreement with us, as set out in Clause 5.0 (“Installation and Connection”), we’ll charge you for the cost of the Equipment we provided to you after you place your Order, unless you return it to us at your cost unopened and unused within 14 days after the date you cancel your Order. Further details of this and other Charges you have to pay on cancellation are set out in Clause 7.2. Please note that you mustn’t sell or transfer the Equipment to anyone else, export it or use it outside the UK. You must quickly provide us with any information we ask for about the location of the Equipment.

3.1. If your YouFibre router or YouFibre ONT or any other Equipment we provide to you is faulty, we will repair or replace it. This will be free of charge if the fault was not caused by something which happened while the Equipment was in your care. Otherwise we can charge you for this, as described below. You will need to return any faulty Equipment to us at the following address:

Returns: YouFibre Limited, 22 Potrack Road, Grange Road, Stockton-on-Tees, TS18 2PH

YouFibre will test the returned Equipment to see if it’s faulty, if a fault is found YouFibre will identify how the fault was caused. If YouFibre think that the Equipment is not faulty or that the fault was caused by something which happened while the Equipment was in your care, we can charge you for Replacement devices and fees, (details of this are in our Price Book for Residential Customers).

3.2. Except as set out in these Terms (see Clause 12.0 (“Our Liability to You and the Limits on Our Liability”)), we don’t accept responsibility for any loss or damage caused by the installation or use of the Equipment or of any Additional Equipment.

4.0  Access, Permits, and Visiting Your Premises

4.1. You allow YouFibre to install, keep, and use apparatus at your Home. Apparatus here, and wherever we mention apparatus below, includes Equipment and Additional Equipment. You agree that we, and people working for us, can enter your Home to:

• carry out any work required to connect, maintain, change, replace or remove any apparatus that’s needed for us to supply the Services you’ve asked for; and
• inspect any apparatus related to receiving and using our Services which you keep there.

4.2. YouFibre will cause as little disturbance as we reasonably can when carrying out any work at your Home. We’ll repair, to your reasonable satisfaction, any damage that we, or people working for us, may cause at your Home.

4.3. You as the customer will follow any reasonable instructions we give you and let us access to your Home if we need to.

4.4. You or a person given permission by you (must be aged 18 or over) will either be at your Home when we visit or will give us access to your Home on your behalf.

4.5. You understand that you are providing YouFibre with, and will also get from anyone else, any consent or permission needed from you or that other person, if we have to cross your or their land or put our Equipment on your or their premises (including providing us with a Wayleave Agreement in a form we say is suitable for us). YouFibre do not have to install or provide our Services until we have all the consents and permissions we need. If you can’t provide us with these then we can choose to end your Agreement with us. If this happens, we will refund any Activation Charge you’ve paid but you’ll still have to compensate us for any costs we incurred before the Agreement ended.

4.6. You will not do anything, or allow anything to be done, at your Home or Business that may damage or interfere with any apparatus or prevent the use of or easy access to it. If any such apparatus is damaged other than through fair wear and tear, we can charge you for it to be repaired or replaced.

4.7. You confirm that you are:

• the current occupier of the Home; and
• either the freeholder of the Home or a tenant under a lease with legally binding permission from the freeholder to install the Equipment there.

4.8. We cannot be made to remove installed apparatus if you end the Agreement or move from your Home. All apparatus that we supply to you including the YouFibre router and Optical Network Terminal (ONT) remains our property and you won’t remove any of this without our written agreement, other than to return it to us, as set out in these Terms. Our Charges are based on all such apparatus remaining in place, unless these Terms require you to return any of it to us. If the apparatus is removed (without the Terms stating that this should happen) or damaged, we can charge you whatever the cost of installation and/or replacement is at that time, using your usual method of payment (normally direct debit). We’ll let you know the amount you’ll be charged if and when that happens.

4.9. This Clause 4.0 will still apply to you and us even after your Agreement for our Services has ended.

5.0  Installation and Connection

5.1. If there is already a working YouFibre socket in your Home that we can access, we will use that socket to connect you to our Network. There’ll be no need for a YouFibre engineer to carry out any work in your Home. We can activate your connection as soon as everything else in your Order is ready. If you don’t already have a working YouFibre socket in your Home when you place your Order, then a YouFibre engineer will need to install one, so you can connect to our Network. When you place your Order, our Customer Services team will contact you to agree an installation date. We’ll need to agree this installation in writing with you before the engineer comes.

Our standard socket installation means our socket will be within a certain distance from you home typically 10 metres to the house entrance. If you want the socket in a particular place in one or more rooms at your Home, or you want to move or rewire an existing YouFibre socket, you will need to pay the Installation Fee (as described in our Price Book for Residential Customers). Our engineer will discuss this with you prior to carrying out such work.

You agree to help and cooperate with us as reasonably required to connect you to our Services.

5.2. You will be allocated a dynamic IP address, this is free of charge. This IP address will be re-assigned to YouFibre, or to another YouFibre customer, if your Internet Service is disconnected or ended for any reason. If you want a static IP address, and there is one available, we may be able to offer you one, though you’ll have to pay an additional charge.

5.3. The actual speed and performance of your Internet Service will depend on various things, some of which are outside YouFibre’s control. Using WiFi enabled devices means that you can also connect your devices to our Services wirelessly. This makes it easier to access our Services across your devices but will mean a slower Service speed than with an Ethernet cable, due to the limitations of WiFi technology. You accept that we can’t guarantee you’ll have maximum speeds at any time or that your connection will reach any specific speeds.

Unless you choose a Monthly Rolling Package, your Internet Service will be for a minimum commitment period lasting a certain number of months, which you agree to in your Order.  We call this period the “Minimum Period”. During your Minimum Period, you can’t transfer to a new Internet Services package with a shorter (or no) Minimum Period. For example, you can’t transfer from an Internet Services package with a 12-month Minimum Period to a Monthly Rolling Package for Internet Services during that 12-month Minimum Period. Apart from this, you can transfer from any Internet Services package you previously ordered to another Internet Services package available for your Home. If you do transfer to another package at any time during the Minimum Period for your previous package, then note that the Minimum Period for your new package will start on the date we begin providing that new package to you. You can also add or remove any Additional Telephone Packages from/to your Telephone Service at any time during the Minimum Period of your Services (without changing the length of that Minimum Period). You can make any of these changes, before or after your Services are activated, by contacting Customer Support with your request, through our Website (www.youfibre.com) or by email (hello@youfibre.com) or letter.

5.4. We can end the Agreement after we receive your Order or even after we send you your Order Confirmation, but before we connect you to our Services in the following situations:

• if you fail a credit check, or the bank, debit or credit card details you gave us are invalid and/or incorrect, or there are Charges you need pay before we connect you but you haven’t paid these on time, or you’ve misused our Services before; or
• if we can’t provide the Services to your Home by the expected connection date for any reason; or
• for any other reason (or no reason).

We won’t accept responsibility for any costs or losses this causes you. However, if we end your Agreement before connection to our Services and this isn’t due to your fault or anything you’ve done or not done, we’ll refund any Charges you’ve paid.

5.5. If (after we’ve confirmed a connection date for your Internet Services and/or Telephone Services), we don’t actually connect your Services for more than 1 month after this date and this isn’t due to your fault or anything you’ve done or not done, you can end the Agreement by telling us (by email, letter or phone) that you want to do so. If you end the Agreement in this way, any Charges you have paid will be refunded to you.

5.6. You have the right as a consumer to change your mind about purchasing our Services and cancel the Agreement within the “Cooling-off Period” set by law. This is the period of 14 days, starting on the day after we send you our Order Confirmation, when you first begin your Agreement for Services with us. It doesn’t apply to any further Services you order from us or other changes you ask us to make to your Services (including where you agree to a new Minimum Period in respect of them) during your continuing Agreement for Services with us. You can cancel your Agreement during the Cooling-off Period by contacting Customer Support to let them know about your decision to cancel. You won’t incur any charges for cancelling in this way except as set out in the rest of this Clause 5.6. If you specifically request us (when you place your Order or by email or letter) to start work on your Order within the Cooling-off Period, but then cancel your Agreement before the Cooling-off Period has ended, you’ll have to pay us an Order Cancellation Fee. This will be an amount to cover any Call Charges (which are not free under the package you ordered) that you incur up until the time you cancel (you won’t have to pay any other part of your Package Charge) and may include any installation and Equipment costs we’ve incurred in provisioning your Order. If you ordered our Installation-only Service, you will have to pay for the service we carry out before you cancel as set out in Clause 6.0. If you do cancel the Agreement within the Cooling-off Period, you must send back to us any Equipment which we’ve sent you, unused and unopened, to the address set out in Clause 6.10. (“Term of Agreement, Suspension, Restriction and Termination”), within 14 days after the day you cancel your Order – if you don’t, you’ll have to pay us their full cost in addition to your Order Cancellation Fee. Where we’ve provided you with packaging for this purpose, you must use it to return this Equipment. If we have not, and/or if our packaging doesn’t cover the cost of postage, you must return the Equipment at your cost.

6.0 Term of Agreement, Suspension, Restriction and Termination

The Agreement for your Services starts on the date you get an Order Confirmation for our Services from us. Your Services will start on the Services Start Date. This’ll be the date you connect to our Network and we send you the Service Activation Email. The Minimum Period in relation to your Services (that you agreed to in/on your Order) starts from your Services Start Date. A Monthly Rolling Package has no minimum commitment period but does require you to give at least 30 days’ notice that you want to end it (the maximum notice you can give is 180 days).

6.1. You can end your Service(s) at any time during your Minimum Period (if you have one) if you pay a Service Termination Fee. The amount of this Service Termination Fee depends on how much is left of your Minimum Period (further details of the Charge are set out in our Price Book for Residential Customers). To end a Service you should contact us in one of the following ways:

• send an email to hello@youfibre.com or
• write a letter to Customer Support at YouFibre Limited, 86-90 Paul Street, London, EC2A 4NE or
• phone Customer Support on 0800 270 0000,

explaining in each case that you want to end the Service. Customer Support will let you know, when they acknowledge your request to terminate, how much your Service Termination Fee will be. Your Service(s) will end 30 days after we receive your request to end them (or any time up to 180 days after we receive your request, if you specifically ask for this), as long as we have received your Service Termination Fee before then.

6.2. After your Minimum Period (if you had one), you can end your Service(s) at any time without paying any Service Termination Fee, if you let us know you wish to do this by contacting us in one of the ways set out in (i) to (iii) of Clause 6.1. Your Service(s) will end 30 days after we receive your request to end them (or any time up to 180 days after we receive your request, if you specifically ask for this).

6.3. You can end a Monthly Rolling Package at any time if you let us know you wish to do this by contacting us in one of the ways set out in (i) to (iii) of Clause 6.1. Your Service(s) will end 30 days after we receive your request to end them (or any time up to 180 days after we receive your request, if you specifically ask for this).

6.4. If you use our Telephone Services or any Additional Telephone Package, you can end these Services if you let us know you wish to do this by contacting us in one of the ways set out in (i) to (iii) of Clause 6.1. Your Service(s) and/or Additional Telephone Package will end 30 days after we receive your request to end them (or any time up to 180 days after we receive your request, if you specifically ask for this). Be aware that if you cancel your Telephone Service and it’s part of a bundled package offer (one where you pay less for your total package of Services compared with if you were paying for each Service separately), then the Charges for the remaining Services in your bundled package might increase.

6.5. We can end the Agreement or, if we choose, restrict or suspend some or all the Services immediately (and without giving you notice) if:

• you don’t pay us, by the due date, any money you owe us or you cancel the direct debit for your Services without agreeing another form of payment with us (although we’ll let you know by email to your Registered Email Address before we do this);
• you misuse any of our Services
• you use the Telephone Service and go over any limit we’ve put on your Account (in which case we may restrict or suspend your Telephone Service);
• we think you’ve provided us with wrong or misleading information either to obtain the Services and/or the Equipment or at any time during the ordering process or our supply of the Services;
• we think you (or another person at your Home or using your Services) have committed, or may be committing, any fraud against us and/or any other person or organisation by using the Services or the Equipment (or both);
• you or anyone you allow to deal with us on your behalf acts in a way towards our staff or agents which we think is inappropriate enough to justify suspending or restricting a Service;
• we’re no longer allowed to connect, maintain, change or replace the Equipment;
• we need to comply with an order, instruction or request of Government, an emergency services organisation or other authority that we are required to obey; or
• (by giving you notice) if either our legal authority to operate as a public communications provider is suspended for any reason or we think it’s necessary for security, technical or operational reasons.

For your and our protection we can suspend the Services if the number of calls made or Call Charges incurred by you has increased so much that we think the Services aren’t being used in a similar way to your previous use. We’ll try to contact you before suspending the Services but won’t accept any responsibility for any loss you suffer from the suspension. We won’t provide the Services again until we’re satisfied that you know of the increased Telephone Service use and that you’ll pay any increased Charges. We may also:

• ask you to pay a deposit to us, which we can keep as security (in case you don’t pay all your Charges); or
• prevent you from making international calls and/or premium rated calls if, we think they form a significant part of your Charges.

6.6. Either you or we can end the Agreement by giving 30 days’ written notice (via the online Customer Support Centre or by email or letter) to the other:

• if one of us seriously breaks the Agreement (and doesn’t put it right within the 30 days’ written notice, telling them they’re breaking the Agreement;
• if something outside our reasonable control, prevents us from providing the Services for a continuous period of more than 30 days; or
• if the other can’t pay its debts or becomes insolvent or bankrupt; and
• we (but not you) can end the Agreement, for any other reason (or no reason).

6.7. Sometimes we may choose to ignore it if you break a term of the Agreement, or we may choose not to enforce a particular term of the Agreement. If we do this, we’ll still have the right to enforce or take action against you for breaking that (or any other) term of the Agreement in the future.

6.8. If we restrict or suspend your Services (as set out in Clauses 6.5 or 6.0), you’ll still have to pay all the Charges for your Services, as if you still had them.

6.9. If we end your Services (as set out in Clauses 6.5 or 6.6) then unless we do this for no reason, you’ll still have to pay the Charges for your Services, as if you still had them, for another 30 days after we end them.

6.10. If the Agreement ends for any reason, you must return the YouFibre Equipment you may have, to us at the following address:

Returns: YouFibre Limited, 22 Potrack Road, Grange Road, Stockton-on-Tees, TS18 2PH

You’re responsible for ensuring that the YouFibre Equipment reach us in good working order. If we don’t receive this from you within 14 days after the Agreement ends or if we receive such Equipment in good time, but it’s faulty or damaged, we can charge you the full replacement value using your usual method of payment (normally direct debit).

7.0  Payment Terms and Charges

7.1. You must pay the Charges that apply to the Services you’re receiving from us, as set out in our Price Book for Residential Customers and in this Clause 7.0, unless we agree otherwise with you. All recurring Charges are payable from your Services Start Date. One-off Charges are payable as detailed below. We’ll collect all Charges other than Call Charges in advance for the period ahead, while Call Charges will be collected in arrears (after you’ve incurred them).

7.2. Our Charges may include the following fees and charges:

Activation Charge – This is a one-off Charge for connecting to our Services, charged in your first bill.

Call Charges –These Charges are paid every month in arrears (after you’ve incurred them). They’re for calls you make using our Telephone Service that aren’t included in your Package Charge. We’ll try to include all the Call Charges you incur after a previous bill on your next bill. If we choose, we can set a limit on the Call Charges you can incur each month. Once you reach this limit (we’ll warn you before you do), your Telephone Service may be suspended for the rest of the month. You can stop this happening (or have a suspension lifted) by paying some of the Call Charges you incurred that month by debit or credit card. Paid Call Charges will then not count toward your limit.

Installation Fee – This is a one-off Charge (i) charged in your first bill for installation of our Services at your Home where no YouFibre socket already exists, in a suitable location of our choice (called the Standard Fee), or for installing or extending a YouFibre socket at your Home in or to your choice of location, as agreed with our on-site engineer (called the Bespoke Fee).

Order Cancellation Fee – One-off Charge, paid on demand if you ask us to provision your Order during the 14-day Cooling-off Period (at which time you’ll also have accepted responsibility to pay us an Order

Cancellation Fee if one applies to you) and then cancel your Order within that same Cooling-off Period (see Clause 5.6). The Order Cancellation Fee will include any Call Charges (which are not free of charge) incurred by you during the Cooling-off Period and may also include any installation and/or Equipment costs incurred by us in provisioning your Order (as set out in Clause 5.6) before you cancelled it.  If you are an Installation-only Service Customer this Charge will cover any installation and/or Equipment costs incurred by us in providing you with the Service before the date you cancelled. No Order Cancellation Fee is payable by you if the building at which your Premises are located provides you with the Internet Service and/or Telephone Service free of charge.

Payment Return Fee – You must pay a Payment Return Fee of £5 every time your direct debit payment bounces or fails for any reason.

Package Charge – You pay this Charge every month in advance (for the period ahead), for us providing you with your Internet Service and/or Telephone Service. You may not have to pay a Package Charge if your Home is in a building which provides you with our Internet Services and/or Telephone Services free of charge (though you will be charged if you ask us to provide you with a higher level of package). All Customers will have to pay any Call Charges that aren’t included in their Package Charge.

Re-activation Fee – This is a one-off Charge, which you must pay if we ask, to re-activate your Services after they’ve been ended or suspended.

Replacement Items Fee – This is a one-off Charge, which you must pay if we ask if we need to repair or replace any of the Equipment we provided you with, for you to use our Services.

Service Termination Fee – This is a one-off Charge, which you must pay if we ask, if you cancel your Services before the end of any Minimum Period that applies to them. We’ll calculate this based on the time you still have left of your Minimum Period (as set out in our Price Book for Residential Customers).

Static IP Address Fee – You may have to pay this Charge every month in advance (for the period ahead), if you ask for, and we give you, a static IP address.

7.3. There are no charges for any Services provided by our Customer Support. Phone calls you make to our Customer Support are free during the free call times specified in our standard Telephone Service, but you’ll need to pay charges for calls made outside of the free call times. If you use another telephone provider’s network to make these calls, you’ll need to pay their charges, which may be different to ours.

7.4. Unless you have agreed with us otherwise, you can only pay us by direct debit, except to pay for an Installation-only Service or Call Charges for our Telephone Service where you are close to your Call Charges limit (if you have one), as set out in Clause 7.2 under “Call Charges”. For these, you can use a YouFibre approved debit or credit card. When you place your Order for our Services you’ll need to give your bank account details and sign an agreement to pay our bills by direct debit. If your bank details change, you must tell us immediately. If you don’t, your Services may be affected (suspended or ended). You can change your details online by accessing your Account online via the Customer Support Centre or by letting Customer Support know in writing (email or letter).

7.5. Unless you choose our Installation-only Service, during your first month of receiving our Services, we’ll send you two bills. You’ll get the first bill on the day after your Services Start Date. This will include a Package Charge (and, if applicable, a Static IP Address Fee) for your first month of Services, Call Charges you incurred on the Services Start Date, and any applicable Activation Charge and/or Installation Fee. Your second bill will be sent to you approximately two weeks after the first bill. It will include a Package Charge (and, if applicable, a Static IP Address Fee) for your second month of Services, plus any (unpaid) Call Charges you incurred during the month before this bill. After that, you’ll get a monthly bill, on around the same date in the month as your second bill, for your next month’s Package Charge and any Call Charges you incurred during the month before the bill. The amount set out in your bill will be taken from your bank account by direct debit (as you agreed with us when you placed your Order), 10 Days after your bill date.

7.6. YouFibre can change prices for the Services at any time, by giving you notice in writing, unless you have entered a 12 month commitment in which case price changes will not affect you until after your contract end date. This will include sending an email to your Registered Email Address. Clause 17.0 (“Changes to our Charges, these Terms, and/or the Services”) sets out how you can end the Agreement if a change we make to our Services significantly disadvantages you.

7.7. All bills will be issued via an email to your Registered Email Address. It’s your responsibility to read it and keep a copy.

7.8. If you genuinely think that we’ve made a mistake with the Charges on your bill, you must tell us straight away. You must pay the amount that you agree you owe us. We won’t suspend or end your Services while we look into the matter.

7.9. Other than as described in Clause 7.8, where there may be a mistake with the Charges, you must pay us all sums you owe us in full, unless there’s a separate legal right not to.

7.10. We can charge you interest (at 4% per annum above HSBC Bank plc’s base rate at that time) on your overdue payments, if you don’t fully pay us what you owe by the due date. This interest will be charged from the date you should have paid us, until the date we receive the full amount you owe (which includes the full amount of any interest).

7.11. If we don’t receive full payment for the Services we provided to you, we can suspend or end them and do anything necessary to recover the amount you owe us (which will include any costs we incur in collecting this amount). We’ll write to you at your Registered Email Address to tell you before we do this.

7.12. You’ll have to pay VAT on our Services. The prices shown in our Price Book for Residential Customers include this VAT, but on your bills, you’ll see the VAT amount listed separately. No VAT is payable on any Payment Return Fee.

8.0  Service Interruptions

8.1. Sometimes, we need to carry out work to maintain, repair or upgrade our Network or Services. This means we might have to:

• interrupt all or part of the Services. If we do so, we’ll try to restore the Services as quickly as we can;
• change your area code or phone number; or
• make small changes to the technical part of our Services. This could be a change to how much information you can transfer at one time using our Internet Service or a change to our Network or we may need to suspend our Services for a short time. We’ll try to let you know before we make any such change or suspension, if it significantly affects your Services.

8.2. We’ll do everything we reasonably can to reduce the effect on you of any disruptions to our Services but we can’t guarantee a fault-free Service at all times. For more details about where we accept responsibility for losses and costs to you, read Clause 12.0 (“Our Liability to you and Limitations on Our Liability”) and for details about when and how we’ll compensate you automatically for certain delays in relation to our Services or for certain missed engineer appointments, please see our Complaints Code of Practice for Automatic Compensation Policy.

8.3. We’ve set out what you have to do under your Agreement with us in Clause 10.0 (“Your Obligations”). If we think you’ve broken any of these obligations, we can suspend your Services, or in some situations, end your Agreement with us (see Clause 6.0 (“Term of Agreement, Suspension, Restriction, and Termination”)). We’re not responsible for any costs or losses to you if we do this and don’t have to tell you before we do this, unless it’s because you haven’t paid us what you owe (when we’ll let you know by email to your Registered Email Address).

8.4. We’re not responsible to you for disruptions caused by anything beyond our reasonable control (see Clause 13.0 (“Matters Beyond our Reasonable Control”)), apart from as set out in our Automatic Compensation Policy.

9.0  Moving Home

9.1. Please contact Customer Support if you’re planning a move and we’ll try to reduce any difficulties this can cause to your Services. We can only provide our Services at your new home if this is already set up to be connected to our Network at the time you move. If we do provide our Services to you at your new home, we’ll usually treat you as a new Customer. This means you’ll have to go through the ordering process again and any Minimum Period for Services at your new home will start on the Services Start Date for those Services at your new home. In addition, you may have to pay an Activation Charge and/or an Installation Fee (although you may be able to use your existing Equipment) and you may not be able to keep your existing phone number.

Please Note that if you purchase our Services for (and to be provided immediately on moving to) your new home, and your move was during a Minimum Period for your Services at your previous home, we will not charge you a Service Termination Fee for ending the Services at your previous home. You can get more information on the Charges you’ll have to pay if we are able to provide our Services at your new home, during the ordering process.

9.2. If we can’t provide our Services at your new home, you can cancel your Agreement with us. If you have a Minimum Period for your Services and you cancel your Agreement before this Minimum Period has ended, you’ll have to pay a Service Termination Fee. This is based on the number of months you have left of your Minimum Period (and is charged as set out in our Price Book for Residential Customers). If you don’t have a Minimum Period (or your Minimum Period has ended) you can cancel your Agreement by giving us 30 days’ written notice (online via the Customer Support Centre or by email or letter to Customer Support).

10.0  Your Obligations

10.1. You agree to do the following things at all times:

• make sure that you and anyone else using our Services through your Account keep to the terms set and updated on our Website;
• if you use our Telephone Service, (a) you won’t advertise your phone number in or on a public phone box or use the Telephone Service to make nuisance or hoax calls, (b) you agree that you don’t own the phone number and won’t transfer (or try to transfer) it to anyone else, (c) you agree that we can give your name, address and phone number to the emergency services and (unless you tell us otherwise) also to other authorised providers of public communications services and regulated providers of directory services (so your details can be included in phone books and be found using publicly available directory enquiry services), (d) you agree that we aren’t liable if we provide any information about you to an authorised provider of public communications services or a regulated provider of directory services, and they make a mistake with listing your details (although we can tell you about other options that are available to protect and control how your information is used);
• keep your security information safe and tell us immediately if you think that someone knows it who shouldn’t or someone who doesn’t have your permission is using our Services through your Account;
• give us complete and correct information (especially during the ordering process) and make sure this information is always kept up to date and correct;
• tell us immediately about any fault or problem with our Services (or with us providing them to you) and/or any fault with or damage to any Equipment or Additional Equipment;
• make sure that your equipment, any Additional Equipment and software used by you meets the terms of all Applicable Laws and has the European Consumer Equipment Standards ‘CE’ mark on it, and that you have any necessary licenses before you use your equipment or Additional Equipment to connect to our Network, making sure that it and any software you use is compatible with our Equipment;
• control the content that you (or anyone else using our Services through your Account) upload or download using our Network. We have no responsibility for any such content;
• fully keep to your Agreement with us and any reasonable instructions we give you;
• fully compensate us for any losses, expenses or costs (including legal costs) which we incur where another person or company brings a claim against us in connection with you (or someone else using your Account to access our Services) using or misusing our Services or breaking your Agreement with us (this is called an indemnity and makes you 100% responsible for the full amount of any claim we have against you);
• not to use the Services for any commercial or business use (except for Home Working);
• accept that the Complaints Code of Practice which sets out how you can make a complaint about us or our Services and how we deal with this, as well as how you can make a claim under our Number Porting Compensation Scheme, applies to you;
• pay all amounts you owe us in full (without keeping any back for any reason unless you’re required to do this by law). You aren’t entitled to assert any credit, set-off or counterclaim against us to justify keeping back all or any part of such amount;

Sometimes, we may (with or without notice to you) check and/or record how you’re using our Services.  This might be because we’re required to do so by law, court order or another authority which can make us do this, or for us to check that you’re keeping to your Agreement with us. Please see our Privacy and Cookie Policy for more details on how we use your information.

10.2. We may record calls to Customer Support. We do this for training purposes, to help prevent identity fraud and to improve the quality of our customer services. We also record all calls to the 999 or 112 emergency services.

10.3. You must keep the email address which you give us when ordering our Services (see Clause 2.1 (“Placing an Order”)) active. If this is no longer possible, you must register a new email address with us instead of that one. You can make these changes to your email information by contacting Customer Support by phone or email.  The email address that you have registered with us at any time will be your “Registered Email Address”. You’re responsible for maintaining and regularly checking emails sent to your Registered Email Address.

10.4. You’re treated as having read any email which we may send to your Registered Email Address.

11.0  Special Provisions Relating to the Telephone Service

11.1. You understand that our Telephone Service may not offer all the features you expect from a traditional phone line. Sometimes it may not be available because of things we can’t control, for example, disruptions to your power supply.

11.2. You understand and agree that our Telephone Service depends on your connection to the Network and the availability of the Network. It won’t work if there’s a power failure or a failure in the Network.

11.3. The FAQs on our Website have more information on our Telephone Service and its limitations, and you should review them.

11.4. You understand that our Telephone Service allows calls to the emergency services numbers 999 and 112. Calls to these services will fail if there’s a power failure or if your Internet Service connection fails. You agree that you will have an existing copper wire phone line at your Home (if there is one) or another way of making emergency calls.

11.5. If you use our Telephone Service, we’ll register your home address. We do this for billing purposes and so that emergency services know your phone number and location when you dial 999/112. If we suspend our Telephone Service under this Agreement, you’ll still be able to dial 999/112 using our Telephone Service, as long as there’s no power failure or failure in the Network.

11.6. We’ll take reasonable steps to help you if you want to move your phone number from our Network to another provider’s network. We’ll also take reasonable steps to help you move your phone number from another provider’s network to ours, if you tell us you want to do this when you place your Order.  Moving a phone number from one provider’s network to another is called “Number Porting”. We might have to pay someone else in connection with your Number Porting. If we do, you’ll have to compensate us for this.  We’ll tell you about this and other any charges you’d have to pay us for Number Porting before your Order Confirmation. You can then decide if still want to do it.  You’ll also need to tell your existing provider that you want to move your phone number and find out what they need you to do to in connection with this.

Sometimes Number Porting isn’t possible. This means you won’t be able to keep your existing phone number when you change to a new provider. We won’t start a Number Porting process to another network unless you’ve fully paid everything you owe us at that time. We estimate it’ll take up to 15 Working Days from when we write and tell you we’ve received your Number Porting request, to the date the Number Porting happens. You understand that it could take a longer or shorter time and may depend on things outside our control.

If you ask to move your phone number from one network to another, the new and old network providers need to work together to get the new network ready for your phone connection. We call things they need to do the “Activation Steps”. Once they have carried out the Activation Steps, the network providers will agree a date for the Number Porting to happen.  If you’re moving your phone number to our Network, we’ll send an email to your Registered Email Address telling you this date (the “Porting Date”). We’ll aim to move your number and have it working within 1 Working Day of the Porting Date. If you want to start using our Telephone Service before we’ve moved your old phone number to our Network, we’ll give you a temporary phone number. You can use this temporary number with our Telephone Service until the Number Porting of your old number has happened.

11.7. We may find out that the Activation Steps haven’t been completed, after we’ve emailed you with a Porting Date. If this happens, we’ll agree a new Porting Date with your old network provider. We’ll send you another email to your Registered Email Address with this new Porting Date, which will replace the previous Porting Date. If we need to change your Porting Date in this way, you can’t treat it as a delay or as us mishandling the Number Porting and we won’t have to compensate you for changing the date.

11.8. If you’re moving your phone number to our Network and we delay the Number Porting for more than 1 Working Day after the last Porting Date we emailed to your Registered Email Address, or where we’ve genuinely mishandled your Number Porting, we’ll compensate you for the delay or mishandling. The details of this compensation are set out in our Number Porting Compensation Scheme, which is in our Complaints Code of Practice.

11.9. Our Policy applies to all calls you make using our Telephone Service. We can put limits on your calls, require you to pay extra charges or suspend or end your access to our Services if we think you haven’t complied with that policy. If we think we need to, we can also record some of your calls, to make sure that you’re using our Telephone Service in line with this policy.

12.0  Our Liability to You and the Limits on Our Liability

12.1. Where we carry out any obligations under the Agreement, we’ll only do this with the reasonable care and skill of a competent service provider. We don’t warrant that our Services will be fault-free or uninterrupted, but we will use all reasonable care and skill to provide and maintain them. Neither can we guarantee that the Equipment we provide will never be faulty. If you think it might be, Clause 3.1 (“Equipment”) tells you what to do.

12.2. If our negligence causes death or personal injury, we accept responsibility for this and there’s no limit to our liability. We also accept responsibility for fraud, fraudulent statements or any other liability that the law doesn’t let us exclude or limit.

12.3. Neither we nor any company in our group (or any person connected with us or such company) will accept responsibility (if the law allows this) for any liability in contract, tort (including breach of statutory duty) or otherwise arising under or in connection with this Agreement for:

• losses to you from you breaking your Agreement with us;
• losses caused by you using a Service in a way that breaks the Agreement;
• loss or damage to you or any user of our Services or Website relating to using (or not being able to use), or the result of the use of, these, the Equipment or any other website. This includes losses from delays or interruptions to our Services;
• loss or damage to you or any user of our Services or Website from any materials posted on our Website or another website, which was accessed through our Network.;
• losses of income or revenue;
• commercial or business loss or loss of opportunity, loss of profit, loss of goodwill, loss of contract or wasted management or office time;
• losses of savings you were expecting to make;
• losses or damage caused by malware or the unauthorised use of a Service on any of your devices;
• losses of, the corruption of, or the release of, data (including personal data), information or software;
• losses from the failure of safety, security or other alarm system, because they’re not compatible with a Service, or for another reason that’s not our fault;
• losses or damage from you using equipment that we haven’t supplied;
• the cost to you of getting substitute goods or services;
• losses which we couldn’t reasonably have expected or which we couldn’t have considered when we entered the Agreement or which are not directly caused by us, our Services or our Equipment or are indirect or consequential;
• claims made against us, because of any condition, warranty or other terms implied by law. (Sometimes the law suggests that particular conditions, warranties or terms are treated as part of an agreement, even they’re not specifically put into that agreement – these are “terms implied by law”. No such implied terms are part of your Agreement where the law allows them to be left out. This means you can’t make claims based on them); or
• any other loss or damage of any kind,

but this doesn’t prevent claims (a) for loss of or damage to your physical property arising from our negligence, for which we’ll only pay up to £100,000 in any 12-month period or (b) any other claims for direct financial loss to you relating to the Agreement (or that we’re responsible for by law), in either case that aren’t excluded by any of the categories set out in (i) to (xiii) of this Clause 12.3. If you do have a genuine, proven claim against under this Clause 12.3, then except in relation in property damage as set out in (a) of this Clause 12.3 (ix), we’ll only pay up to a total of 125% of the Charges due from you in the calendar year in which the event which caused your loss happened, for all events in that calendar year.

12.4. Except as set out in Clauses 12.1 to 12.3 above, we accept no responsibility for loss or damage caused when someone other than you, our paying Customer, accesses your connection to our Services, your computer, the Equipment or other related equipment (including any Additional Equipment) or accesses, destroys or distorts any data or information held by us.

12.5. We’re not responsible for any goods or services supplied to you under a separate agreement with another supplier, even if you acquired them through our Network.

12.6. We won’t be responsible to you for any losses you may suffer if you’ve used the Services or Equipment we provide for business purposes (other than for Home Working, though all other provisions in this Clause 12.0 will still apply).

12.7. If the Services or Equipment fail, and you divert your phone or internet to another communications provider, we won’t be responsible for the cost to you of doing this.

12.8. Each provision of this Clause 12.0 is to be treated as a separate provision, applying and surviving even if one or more of the other provisions of this Clause is held to be inapplicable or unreasonable.

12.9. You may have rights under the law which the terms of your Agreement with us can’t affect. For example, the law may give you certain rights relating to Equipment which is faulty or has been described wrongly. As a residential customer of YouFibre, you may also have rights as a “consumer” (though this won’t apply if you’re a small business). For more details of your legal rights, you should contact your local Citizens Advice Bureau, www.citizensadvice.org.uk.

12.10. You must always try your best to reduce any losses, damage or costs you may incur.

13.0  Matters Beyond Our Reasonable Control

13.1. Sometimes we may not be able to do what we’ve agreed because of things beyond our reasonable control. This could be things such as lightning, flood, severe weather, fire, explosion, terrorist activities, war, riots, damage or vandalism to our Network, Equipment, or any apparatus we’ve installed, anything done by local or national Governments or other public authorities, or strikes or other industrial action. There may be other reasons too. In these cases, except as set out in our Automatic Compensation Policy, we’re not responsible if we can’t provide you with our Services.

14.0  Other General Provisions

The Agreement for our Services is only between you and us. You can’t transfer it or your rights to your Services to anyone else, or try to do so. However, we may take instructions from someone else we think, with good reason, is acting with your permission. We can transfer the Agreement, provision of the Services and/or our rights and obligations under it to someone else. If we think this might have a negative effect on your Services or your rights under the Agreement, we’ll tell you before we do this and ask your permission. You have to give your permission unless it’s reasonable for you to refuse it, delay it or put conditions on it.

14.1. You accept that when you order your Services from us we may have to do a credit check on you. This means looking into your records with credit reference agencies like Experian and Equifax or with fraud prevention agencies. Whenever we have information about you, we’ll protect it and keep it safe, as set out in our Privacy and Cookie Policy. This may include sharing this information to prevent fraud or where the law requires us to do so. This might be because we’ve received a court order about the information or someone has a legal power to demand it. We may also share information about you with other companies and organisations (including other communications companies). You can find out more about how we’ll deal with your information in our Privacy and Cookie Policy.

14.2. If you receive any information from us (or someone acting for us) which might reasonably be confidential to us, you will not tell or show it to anyone else. You can only use such information to carry out your obligations under your Agreement with us.

14.3. If a court, arbitrator or any government agency tells us that any part of the Agreement isn’t valid, the remaining parts of the Agreement will still be valid and enforceable.

14.4. Each part or term of your Agreement with us is treated as separate. It’ll still be valid even if other parts or terms of the Agreement are found to be invalid or unreasonable.

14.5. No-one, except for you and us, has rights under the Agreement or the right to enforce any of its terms. No others can use the Contracts (Rights of Third Parties) Act 1999 to acquire such rights.

14.6. Your Agreement with us sets out everything we’re agreeing between us about our providing you with your Services. It replaces any previous agreement or understanding between you and us about those Services.

15.0  Complaints

15.1. You may need to contact us if you’re having a problem with us or our Services. Our Complaints Code of Practice tells you how you can do this. It also explains how we deal with your complaints and disputes.

If you wish to make a complaint, please send an email to hello@youfibre.com. This will allow us to deal with your complaint promptly. You may also call us on the number set out in this Clause 17.0 below. However, we’ll always need information about your complaint to be made in writing, so we can investigate properly.

We’ll try our best to sort out any complaint or dispute you have. If we can’t, you can take the matter to an alternative dispute resolution service (an “ADR Service”). The ADR Service we use is called Ombudsman Services. It helps resolve disputes we might have with individuals and small businesses (with 10 or fewer employees) who are our customers. It’s completely independent from us and will be free for you to use. We’re a member of (“ISPA”) (www.ispa.org.uk), which is the UK’s trade association for providers of internet services. ISPA has a Code of Practice, with rules which its members (like us) agree to follow. One of these rules is that we have an ADR Service in place for customers like you. You can find the other rules for ISPA members at www.ispa.org.uk/about-us/ispa-code-of-practice.

If you’re reporting any illegal or unacceptable use of our services, please email hello@youfibre.com and provide us with as many details and as much evidence as possible to help us understand and investigate the problem (such as a copy of the message and/or headers, the full URLs or log files showing unauthorised access to your Account, depending on the type of misuse you wish to complain about). Please always make sure that you include a short description of why you’re making the complaint, together with your name and full contact details.

If you wish to make a complaint or need any further information about the Agreement, please contact us on:

• Email: hello@youfibre.com
• Customer Support: 0800 2700 000

You can find more information about Ombudsman Services in our Complaints Code of Practice. Alternatively, you can ask us to send a copy of this to you.

16.0  Jurisdiction and Applicable Law

16.1. Your Agreement with YouFibre is made under English and Welsh law. If a dispute or claim arises that we can’t settle between us, despite following our Complaints Code of Practice, it’ll be decided in the English and Welsh courts. If we choose to, though, we can use the courts where you live (if this isn’t England or Wales) or in any other country we think is appropriate.

17.0  Changes to Our Charges, these Terms and/or the Services

17.1. From time to time, we may change our Services, Equipment, Charges or the terms of your Agreement with us. This could be for any of the following reasons:

• to introduce a new feature to any Service or to change the way we provide a Service or how it’s structured (which could include upgrades and improvements or what’s contained in a Service or that we can provide our Services in new areas);
• to introduce new Equipment or make changes to existing Equipment (including withdrawing it) and/or how we provide it (which could include upgrades and improvements);
• to make technical changes to our Network and/or the technology we use (which could improve our Services);
• to change your area code or phone number;
• to change how we structure our Charges (which could be a change to what a Charge includes);
• to make your Agreement with us clearer or easier for you to understand;
• if we’ve changed the way we manage our business and/or the cost of running it increases; (because the cost to us of providing the Services has increased (for example, the businesses we buy from increase their prices);
• to reflect a change to a law, code of practice, regulation, guidance or responsibility that applies to us; or
• another reason not listed here that we can’t predict right now.

17.2. If we increase our Package Charge or change any other Charges or the terms of your Agreement with us in a way that we believe significantly disadvantages you:

• we’ll tell you (by email to your Registered Email Address) at least 30 days before the change. Sometimes these changes may be outside of our control (for example where they’re because of legal, financial, or regulatory requirements). If we need to make changes for these reasons, you won’t be able to end your Services without charge, and if we can’t give you 30 days’ notice of these changes, we’ll give you as much notice as possible;
• depending on the change, you may then be able to end the Service affected by it or your Agreement with us (we’ll tell you which, in our email to you) without paying any extra charges for leaving early. To do this, you must write (by email or letter) and tell us you want to end the Service or your Agreement (as applicable). You must do this within 30 days after the email we send you about the change;
• if you end any Service (but not the Agreement) in this way, the Agreement will still apply to all other Services, not affected by the change; and
• we’ll publish details of the change on our Website.

17.3. If we make any other changes to your Agreement with us, we’ll do this by amending the relevant Terms or provisions of the Agreement on our Website (and will notify these changes to you on the home page of our Website from time to time).

18.0  Date

18.1. These Terms are effective from 18th March 2020.

Business Service Terms and Conditions

YouFibre is an Internet Service Provider (“ISP”). We are a limited company registered in England and Wales under company number 12359292, registered office 86-90 Paul Street, London, England, EC2A 4NE.

This document refers to YouFibre Limited terms and conditions of service, with respect to customers that have purchased and paid for our home and/or business service(s). By purchasing any of our services or service packages, you are agreeing to all the terms and conditions set out in this document, they in turn form a legal agreement (or “contract”) between ‘YouFibre Limited’ and you the customer.

1.0  Our Terms of Service

1.1. The YouFibre Limited ‘Business Customer Service Terms’ (“Terms”) are part of you (the customer’s) legally binding Business Customer Service Agreement (“Agreement”) with YouFibre. The Agreement sets out the terms and conditions for supplying YouFibre services.

1.2. The YouFibre Internet service is provided with various speeds and will terminate with our customer connection device at your home or business location. This will include any additional YouFibre services you have purchased from us.

1.3. The YouFibre Telephone Service can in some instances not provide all of the features you would expect from a traditional copper service and is dependent on your connection to our network and our network being available. The Telephone Service may sometimes be unavailable due to factors over which we have no control. This includes power disruptions and failures in our Network. It is important that you understand and agree to this before signing up for the Telephone Service.

1.4. The YouFibre Telephone Service permits calls to the emergency services telephone numbers 999 and or 112. It should be noted that calls to this any of these services will not connect if there is a power cut in your home/business and or the internet service line providing your home/business fails. It is your (the customer’s) responsibility to explain this to anyone who may use the YouFibre Telephone Service. You understand and accept that you should always have another way to call 999 or 112 emergency services, this can be by using the existing copper wire phone line to your Home or business and or any other another alternative.

1.5. Your Agreement with YouFibre is made up of the following documents and includes any other document we refer to in them:

• these Terms
• Any Order that you make, as set out in your Order Confirmation
• Our Price Book for Residential Customers
• Our Privacy and Cookie Policy
• Our Acceptable Usage Policy
• Our Complaints Code of Practice

If any of these documents contradict each other, a document higher up on this list takes priority. However, if there’s a difference about pricing between these Terms, your Order Confirmation, and the Price Book for Business Customers, then the information set out in the Order Confirmation should be followed in priority to the Price Book for Business Customers, which in turn should be followed in priority to these Terms. In the same way, the terms of any promotion relating to your Order (as set out in your Order Confirmation), take priority over these Terms, as far as they differ from or contradict them.

1.6. In these Terms all references to “we”, “us” or “our” are references to YouFibre and all references to “you”, “Customer” and “your” are references to you, the customer of YouFibre.

The Services and Equipment we provide to you under these Terms must not be used for business purposes except for Home Working.

2.0  How to Order?

2.1. The following methods can be used to order our service.

On the YouFibre Website select the package you want and click on the ‘Check Availability’ Button, and follow the instructions provided on the website, orders can be also be facilitated with one of YouFibre sales team members.

You can call the YouFibre customer line and reference ‘Order Service’, The Customer Support team will ask you certain questions to ascertain if you will able to receive our YouFibre services before facilitating the ordering process.

2.2. Placing an order on Clause 2.1 means that you accept our Terms and will create a legally binding Agreement between you, the customer, and us, YouFibre.

2.3. YouFibre can only provide our Services to an address which is able to receive them, we provide an online facility for this on our website. You must be at least 18 years old when you place an Order with us.

2.4. You should be aware that if you purchase YouFibre Services, any agreement for broadband or telephone services you might already have with another provider will not automatically end. This means you may have to continue paying for those previous services unless you end them. If you end them, you might have to pay the other provider cancellation or other charges. YouFibre are not responsible for any charges for this.

2.5. To order any service you must provide YouFibre with a valid email address, we will in turn register this together with Account details as provided by you. In most instances we will use the “Registered Email Address” to contact you for any matters relating to your Agreement with YouFibre, although we may also use your “Registered Telephone Number” when appropriate. It is very important that your email account remains available, we also ask that you regularly check emails sent to your Registered Email Address and that you keep your Account details up to date (Clause 10.4 provides further details).

2.6. Placing an order with us means that you agree for YouFibre, or third parties acting on our behalf, to carry out credit checks on you (as described in Clause 14.0 (“Other General Provisions”)) using the information that you provide during the ordering process.

2.7. When YouFibre receive your Order, we will issue you an email confirming that YouFibre have received it and accepted it (an “Order Confirmation”) or we will tell you that we cannot accept it. If this happens, we won’t have to explain why we cannot accept your Order or provide you with any Services you requested in your Order. If we do send you an Order Confirmation, your Order and the Agreement for Services with us becomes legally binding on you and us. We only provide our Services in the UK (unless we say otherwise in your service terms).

2.8. When you have ordered services you will likely have to arrange for installation of device you will need at your Home or Business. Please see Clause 3.0 for more details on the Equipment we will send you. Once you connect to our Network, we will send you a Service Activation Email and treat this date as your Services Start Date.

3.0  Equipment

After we send you an Order Confirmation, we’ll get things ready to connect you to the Services you ordered. When we’ve done this, we’ll send you all the Equipment you need. The Equipment may include a YouFibre router, booklet, power adaptor, cables, and YouFibre ONT, which we’ll send to the address you provided to us when you placed your Order (if it’s a document, we’ll also email it to your Registered Email Address), unless it’s already installed at your Home. We’ll let you know what Equipment we’ll provide you and whether there’ll be an Activation Charge for your Services during the ordering process. You can use our Services via an Ethernet cable using your own router, if you wish.

The Equipment, which includes the YouFibre router and YouFibre ONT, remains our property and is to be kept at your Home. You’ll need to take good care of it all, as if it’s damaged in your care while you’re receiving our Services you may have to pay us Charges to repair or replace it. The Equipment must always remain at your Home, even if you leave your Home or stop using our Services (unless you have to return the Equipment to us, as set out in Clause 6.0 (“Term of Agreement, Suspension, Restriction and Termination”)). If you use your statutory right to cancel your Agreement with us, as set out in Clause 5.0 (“Installation and Connection”), we’ll charge you for the cost of the Equipment we provided to you after you place your Order, unless you return it to us at your cost unopened and unused within 14 days after the date you cancel your Order. Further details of this and other Charges you have to pay on cancellation are set out in Clause 7.2. Please note that you mustn’t sell or transfer the Equipment to anyone else, export it or use it outside the UK. You must quickly provide us with any information we ask for about the location of the Equipment.

3.1. If your YouFibre router or YouFibre ONT or any other Equipment we provide to you is faulty, we will repair or replace it. This will be free of charge if the fault was not caused by something which happened while the Equipment was in your care. Otherwise we can charge you for this, as described below. You will need to return any faulty Equipment to us at the following address:

Returns: YouFibre Limited, 22 Potrack Road, Grange Road, Stockton-on-Tees, TS18 2PH

YouFibre will test the returned Equipment to see if it’s faulty, if a fault is found YouFibre will identify how the fault was caused. If YouFibre think that the Equipment is not faulty or that the fault was caused by something which happened while the Equipment was in your care, we can charge you for Replacement devices and fees, (details of this are in our Price Book for Business Customers).

Except as set out in these Terms (see Clause 12.0 (“Our Liability to You and the Limits on Our Liability”)), we don’t accept responsibility for any loss or damage caused by the installation or use of the Equipment or of any Additional Equipment.

4.0  Access, Permits, and Visiting Your Premises

4.1. You allow YouFibre to install, keep, and use apparatus at your Home. Apparatus here, and wherever we mention apparatus below, includes Equipment and Additional Equipment. You agree that we, and people working for us, can enter your Home to:

• carry out any work required to connect, maintain, change, replace or remove any apparatus that’s needed for us to supply the Services you’ve asked for; and
• inspect any apparatus related to receiving and using our Services which you keep there.

4.2. YouFibre will cause as little disturbance as we reasonably can when carrying out any work at your Home. We’ll repair, to your reasonable satisfaction, any damage that we, or people working for us, may cause at your Home.

4.3. You as the customer will follow any reasonable instructions we give you and let us access to your Home if we need to.

4.4. You or a person given permission by you (must be aged 18 or over) will either be at your Home when we visit or will give us access to your Home on your behalf.

4.5. You understand that you are providing YouFibre with, and will also get from anyone else, any consent or permission needed from you or that other person, if we have to cross your or their land or put our Equipment on your or their premises (including providing us with a Wayleave Agreement in a form we say is suitable for us). YouFibre do not have to install or provide our Services until we have all the consents and permissions we need. If you can’t provide us with these then we can choose to end your Agreement with us. If this happens, we will refund any Activation Charge you’ve paid but you’ll still have to compensate us for any costs we incurred before the Agreement ended.

4.6. You will not do anything, or allow anything to be done, at your Home or Business that may damage or interfere with any apparatus or prevent the use of or easy access to it. If any such apparatus is damaged other than through fair wear and tear, we can charge you for it to be repaired or replaced.

4.7. You confirm that you are:

• the current occupier of the Home; and
• either the freeholder of the Home or a tenant under a lease with legally binding permission from the freeholder to install the Equipment there.

4.8. We cannot be made to remove installed apparatus if you end the Agreement or move from your Home. All apparatus that we supply to you including the YouFibre router and Optical Network Terminal (ONT) remains our property and you won’t remove any of this without our written agreement, other than to return it to us, as set out in these Terms. Our Charges are based on all such apparatus remaining in place, unless these Terms require you to return any of it to us. If the apparatus is removed (without the Terms stating that this should happen) or damaged, we can charge you whatever the cost of installation and/or replacement is at that time, using your usual method of payment (normally direct debit). We’ll let you know the amount you’ll be charged if and when that happens.

4.9. This Clause 4.0 will still apply to you and us even after your Agreement for our Services has ended.

5.0  Installation and Connection

5.1. If there is already a working YouFibre socket in your Home that we can access, we will use that socket to connect you to our Network. There’ll be no need for a YouFibre engineer to carry out any work in your Home. We can activate your connection as soon as everything else in your Order is ready. If you don’t already have a working YouFibre socket in your Home when you place your Order, then a YouFibre engineer will need to install one, so you can connect to our Network. When you place your Order, our Customer Services team will contact you to agree an installation date. We’ll need to agree this installation in writing with you before the engineer comes.

Our standard socket installation means our socket will be within a certain distance from you home typically 10 metres to the house entrance. If you want the socket in a particular place in one or more rooms at your Home, or you want to move or rewire an existing YouFibre socket, you will need to pay the Installation Fee (as described in our Price Book for Business Customers). Our engineer will discuss this with you prior to carrying out such work.

You agree to help and cooperate with us as reasonably required to connect you to our Services.

5.2. You will be allocated a static IP address, this is free of charge.

5.3. The actual speed and performance of your Internet Service will depend on various things, some of which are outside YouFibre’s control. Using WiFi enabled devices means that you can also connect your devices to our Services wirelessly. This makes it easier to access our Services across your devices but will mean a slower Service speed than with an Ethernet cable, due to the limitations of WiFi technology. You accept that we can’t guarantee you’ll have maximum speeds at any time or that your connection will reach any specific speeds.

Unless you choose a Monthly Rolling Package, your Internet Service will be for a minimum commitment period lasting a certain number of months, which you agree to in your Order.  We call this period the “Minimum Period”. During your Minimum Period, you can’t transfer to a new Internet Services package with a shorter (or no) Minimum Period. For example, you can’t transfer from an Internet Services package with a 12-month Minimum Period to a Monthly Rolling Package for Internet Services during that 12-month Minimum Period. Apart from this, you can transfer from any Internet Services package you previously ordered to another Internet Services package available for your Home. If you do transfer to another package at any time during the Minimum Period for your previous package, then note that the Minimum Period for your new package will start on the date we begin providing that new package to you. You can also add or remove any Additional Telephone Packages from/to your Telephone Service at any time during the Minimum Period of your Services (without changing the length of that Minimum Period). You can make any of these changes, before or after your Services are activated, by contacting Customer Support with your request, through our Website (www.youfibre.com) or by email (hello@youfibre.com) or letter.

5.4. We can end the Agreement after we receive your Order or even after we send you your Order Confirmation, but before we connect you to our Services in the following situations:

• if you fail a credit check, or the bank, debit or credit card details you gave us are invalid and/or incorrect, or there are Charges you need pay before we connect you but you haven’t paid these on time, or you’ve misused our Services before; or
• if we can’t provide the Services to your Home by the expected connection date for any reason; or
• for any other reason (or no reason).

We won’t accept responsibility for any costs or losses this causes you. However, if we end your Agreement before connection to our Services and this isn’t due to your fault or anything you’ve done or not done, we’ll refund any Charges you’ve paid.

5.5. If (after we’ve confirmed a connection date for your Internet Services and/or Telephone Services), we don’t actually connect your Services for more than 1 month after this date and this isn’t due to your fault or anything you’ve done or not done, you can end the Agreement by telling us (by email, letter or phone) that you want to do so. If you end the Agreement in this way, any Charges you have paid will be refunded to you.

5.6. You have the right as a consumer to change your mind about purchasing our Services and cancel the Agreement within the “Cooling-off Period” set by law. This is the period of 14 days, starting on the day after we send you our Order Confirmation, when you first begin your Agreement for Services with us. It doesn’t apply to any further Services you order from us or other changes you ask us to make to your Services (including where you agree to a new Minimum Period in respect of them) during your continuing Agreement for Services with us. You can cancel your Agreement during the Cooling-off Period by contacting Customer Support to let them know about your decision to cancel. You won’t incur any charges for cancelling in this way except as set out in the rest of this Clause 5.7. If you specifically request us (when you place your Order or by email or letter) to start work on your Order within the Cooling-off Period, but then cancel your Agreement before the Cooling-off Period has ended, you’ll have to pay us an Order Cancellation Fee. This will be an amount to cover any Call Charges (which are not free under the package you ordered) that you incur up until the time you cancel (you won’t have to pay any other part of your Package Charge) and may include any installation and Equipment costs we’ve incurred in provisioning your Order. If you ordered our Installation-only Service, you will have to pay for the service we carry out before you cancel as set out in Clause 6.1. If you do cancel the Agreement within the Cooling-off Period, you must send back to us any Equipment which we’ve sent you, unused and unopened, to the address set out in Clause 6.12 (“Term of Agreement, Suspension, Restriction and Termination”), within 14 days after the day you cancel your Order – if you don’t, you’ll have to pay us their full cost in addition to your Order Cancellation Fee. Where we’ve provided you with packaging for this purpose, you must use it to return this Equipment. If we have not, and/or if our packaging doesn’t cover the cost of postage, you must return the Equipment at your cost.

6.0  Term of Agreement, Suspension, Restriction and Termination

The Agreement for your Services starts on the date you get an Order Confirmation for our Services from us. Your Services will start on the Services Start Date. This’ll be the date you connect to our Network and we send you the Service Activation Email. The Minimum Period in relation to your Services (that you agreed to in/on your Order) starts from your Services Start Date. A Monthly Rolling Package has no minimum commitment period but does require you to give at least 30 days’ notice that you want to end it (the maximum notice you can give is 180 days).

6.1. You can end your Service(s) at any time during your Minimum Period (if you have one) if you pay a Service Termination Fee. The amount of this Service Termination Fee depends on how much is left of your Minimum Period (further details of the Charge are set out in our Price Book for Business Customers). To end a Service you should contact us in one of the following ways:

• send an email to hello@youfibre.com or
• write a letter to Customer Support at 86-90 Paul Street, London, EC2A 4NE or
• phone Customer Support on 0800 270 0000,

explaining in each case that you want to end the Service. Customer Support will let you know, when they acknowledge your request to terminate, how much your Service Termination Fee will be. Your Service(s) will end 30 days after we receive your request to end them (or any time up to 180 days after we receive your request, if you specifically ask for this), as long as we have received your Service Termination Fee before then.

6.2. After your Minimum Period (if you had one), you can end your Service(s) at any time without paying any Service Termination Fee, if you let us know you wish to do this by contacting us in one of the ways set out in (i) to (iv) of Clause 6.2. Your Service(s) will end 30 days after we receive your request to end them (or any time up to 180 days after we receive your request, if you specifically ask for this).

6.3. You can end a Monthly Rolling Package at any time if you let us know you wish to do this by contacting us in one of the ways set out in (i) to (iv) of Clause 6.2. Your Service(s) will end 30 days after we receive your request to end them (or any time up to 180 days after we receive your request, if you specifically ask for this).

6.4. If you use our Telephone Services or any Additional Telephone Package, you can end these Services if you let us know you wish to do this by contacting us in one of the ways set out in (i) to (iv) of Clause 6.2. Your Service(s) and/or Additional Telephone Package will end 30 days after we receive your request to end them (or any time up to 180 days after we receive your request, if you specifically ask for this). Be aware that if you cancel your Telephone Service and it’s part of a bundled package offer (one where you pay less for your total package of Services compared with if you were paying for each Service separately), then the Charges for the remaining Services in your bundled package might increase.

6.5. We can end the Agreement or, if we choose, restrict or suspend some or all the Services immediately (and without giving you notice) if:

• you don’t pay us, by the due date, any money you owe us or you cancel the direct debit for your Services without agreeing another form of payment with us (although we’ll let you know by email to your Registered Email Address before we do this);
• you misuse any of our Services
• you use the Telephone Service and go over any limit we’ve put on your Account (in which case we may restrict or suspend your Telephone Service);
• we think you’ve provided us with wrong or misleading information either to obtain the Services and/or the Equipment or at any time during the ordering process or our supply of the Services;
• we think you (or another person at your Home or using your Services) have committed, or may be committing, any fraud against us and/or any other person or organisation by using the Services or the Equipment (or both);
• you or anyone you allow to deal with us on your behalf acts in a way towards our staff or agents which we think is inappropriate enough to justify suspending or restricting a Service;
• we’re no longer allowed to connect, maintain, change or replace the Equipment;
• we need to comply with an order, instruction or request of Government, an emergency services organisation or other authority that we are required to obey; or
• (by giving you notice) if either our legal authority to operate as a public communications provider is suspended for any reason or we think it’s necessary for security, technical or operational reasons.

For your and our protection we can suspend the Services if the number of calls made or Call Charges incurred by you has increased so much that we think the Services aren’t being used in a similar way to your previous use. We’ll try to contact you before suspending the Services but won’t accept any responsibility for any loss you suffer from the suspension. We won’t provide the Services again until we’re satisfied that you know of the increased Telephone Service use and that you’ll pay any increased Charges. We may also:

• ask you to pay a deposit to us, which we can keep as security (in case you don’t pay all your Charges); or
• prevent you from making international calls and/or premium rated calls if, we think they form a significant part of your Charges.

6.6. Either you or we can end the Agreement by giving 30 days’ written notice (via the online Customer Support Centre or by email or letter) to the other:

• if one of us seriously breaks the Agreement (and doesn’t put it right within the 30 days’ written notice, telling them they’re breaking the Agreement;
• if something outside our reasonable control, prevents us from providing the Services for a continuous period of more than 30 days; or
• if the other can’t pay its debts or becomes insolvent or bankrupt; and
• we (but not you) can end the Agreement, for any other reason (or no reason).

6.7. Sometimes we may choose to ignore it if you break a term of the Agreement, or we may choose not to enforce a particular term of the Agreement. If we do this, we’ll still have the right to enforce or take action against you for breaking that (or any other) term of the Agreement in the future.

6.8. If we restrict or suspend your Services (as set out in Clauses 6.6 or 6.7), you’ll still have to pay all the Charges for your Services, as if you still had them.

6.9. If we end your Services (as set out in Clauses 6.6 or 6.8) then unless we do this for no reason, you’ll still have to pay the Charges for your Services, as if you still had them, for another 30 days after we end them.

6.10. If the Agreement ends for any reason, you must return the YouFibre Equipment you may have, to us at the following address:

Returns: YouFibre Limited, 22 Potrack Road, Grange Road, Stockton-on-Tees, TS18 2PH

You’re responsible for ensuring that the YouFibre Equipment reach us in good working order. If we don’t receive this from you within 14 days after the Agreement ends or if we receive such Equipment in good time, but it’s faulty or damaged, we can charge you the full replacement value using your usual method of payment (normally direct debit).

7.0  Payment Terms and Charges

7.1. You must pay the Charges that apply to the Services you’re receiving from us, as set out in our Price Book for Business Customers and in this Clause 7.0, unless we agree otherwise with you. All recurring Charges are payable from your Services Start Date. One-off Charges are payable as detailed below. We’ll collect all Charges other than Call Charges in advance for the period ahead, while Call Charges will be collected in arrears (after you’ve incurred them).

7.2. Our Charges may include the following fees and charges:

Activation Charge – This is a one-off Charge for connecting to our Services, charged in your first bill.

Call Charges –These Charges are paid every month in arrears (after you’ve incurred them). They’re for calls you make using our Telephone Service that aren’t included in your Package Charge. We’ll try to include all the Call Charges you incur after a previous bill on your next bill. If we choose, we can set a limit on the Call Charges you can incur each month. Once you reach this limit (we’ll warn you before you do), your Telephone Service may be suspended for the rest of the month. You can stop this happening (or have a suspension lifted) by paying some of the Call Charges you incurred that month by debit or credit card. Paid Call Charges will then not count toward your limit.

Installation Fee – This is a one-off Charge (i) charged in your first bill for installation of our Services at your Home where no YouFibre socket already exists, in a suitable location of our choice (called the Standard Fee), or for installing or extending a YouFibre socket at your Home in or to your choice of location, as agreed with our on-site engineer (called the Bespoke Fee).

Order Cancellation Fee – One-off Charge, paid on demand if you ask us to provision your Order during the 14-day Cooling-off Period (at which time you’ll also have accepted responsibility to pay us an Order

Cancellation Fee if one applies to you) and then cancel your Order within that same Cooling-off Period (see Clause 5.7). The Order Cancellation Fee will include any Call Charges (which are not free of charge) incurred by you during the Cooling-off Period and may also include any installation and/or Equipment costs incurred by us in provisioning your Order (as set out in Clause 5.7) before you cancelled it.  If you are an Installation-only Service Customer this Charge will cover any installation and/or Equipment costs incurred by us in providing you with the Service before the date you cancelled. No Order Cancellation Fee is payable by you if the building at which your Premises are located provides you with the Internet Service and/or Telephone Service free of charge.

Payment Return Fee – You must pay a Payment Return Fee of £5 every time your direct debit payment bounces or fails for any reason.

Package Charge – You pay this Charge every month in advance (for the period ahead), for us providing you with your Internet Service and/or Telephone Service. You may not have to pay a Package Charge if your Home is in a building which provides you with our Internet Services and/or Telephone Services free of charge (though you will be charged if you ask us to provide you with a higher level of package). All Customers will have to pay any Call Charges that aren’t included in their Package Charge.

Re-activation Fee – This is a one-off Charge, which you must pay if we ask, to re-activate your Services after they’ve been ended or suspended.

Replacement Items Fee – This is a one-off Charge, which you must pay if we ask if we need to repair or replace any of the Equipment we provided you with, for you to use our Services.

Service Termination Fee – This is a one-off Charge, which you must pay if we ask, if you cancel your Services before the end of any Minimum Period that applies to them. We’ll calculate this based on the time you still have left of your Minimum Period (as set out in our Price Book for Business Customers).

Static IP Address Fee – You may have to pay this Charge every month in advance (for the period ahead), if you ask for, and we give you, a static IP address.

7.3. There are no charges for any Services provided by our Customer Support. Phone calls you make to our Customer Support are free during the free call times specified in our standard Telephone Service, but you’ll need to pay charges for calls made outside of the free call times. If you use another telephone provider’s network to make these calls, you’ll need to pay their charges, which may be different to ours.

7.4. Unless you have agreed with us otherwise, you can only pay us by direct debit, except to pay for an Installation-only Service or Call Charges for our Telephone Service where you are close to your Call Charges limit (if you have one), as set out in Clause 7.2 under “Call Charges”. For these, you can use a YouFibre approved debit or credit card. When you place your Order for our Services you’ll need to give your bank account details and sign an agreement to pay our bills by direct debit. If your bank details change, you must tell us immediately. If you don’t, your Services may be affected (suspended or ended). You can change your details online by accessing your Account online via the Customer Support Centre or by letting Customer Support know in writing (email or letter).

7.5. Unless you choose our Installation-only Service, during your first month of receiving our Services, we’ll send you two bills. You’ll get the first bill on the day after your Services Start Date. This will include a Package Charge (and, if applicable, a Static IP Address Fee) for your first month of Services, Call Charges you incurred on the Services Start Date, and any applicable Activation Charge and/or Installation Fee. Your second bill will be sent to you approximately two weeks after the first bill. It will include a Package Charge (and, if applicable, a Static IP Address Fee) for your second month of Services, plus any (unpaid) Call Charges you incurred during the month before this bill. After that, you’ll get a monthly bill, on around the same date in the month as your second bill, for your next month’s Package Charge and any Call Charges you incurred during the month before the bill. The amount set out in your bill will be taken from your bank account by direct debit (as you agreed with us when you placed your Order), 10 Days after your bill date.

7.6. YouFibre can change prices for the Services at any time, by giving you notice in writing, unless you have entered a 12 month commitment in which case price changes will not affect you until after your contract end date. This will include sending an email to your Registered Email Address. Clause 17.0 (“Changes to our Charges, these Terms, and/or the Services”) sets out how you can end the Agreement if a change we make to our Services significantly disadvantages you.

7.7. All bills will be issued via an email to your Registered Email Address. It’s your responsibility to read it and keep a copy.

7.8. If you genuinely think that we’ve made a mistake with the Charges on your bill, you must tell us straight away. You must pay the amount that you agree you owe us. We won’t suspend or end your Services while we look into the matter.

7.9. Other than as described in Clause 8, where there may be a mistake with the Charges, you must pay us all sums you owe us in full, unless there’s a separate legal right not to.

7.10. We can charge you interest (at 4% per annum above HSBC Bank plc’s base rate at that time) on your overdue payments, if you don’t fully pay us what you owe by the due date. This interest will be charged from the date you should have paid us, until the date we receive the full amount you owe (which includes the full amount of any interest).

7.11. If we don’t receive full payment for the Services we provided to you, we can suspend or end them and do anything necessary to recover the amount you owe us (which will include any costs we incur in collecting this amount). We’ll write to you at your Registered Email Address to tell you before we do this.

7.12. You’ll have to pay VAT on our Services. The prices shown in our Price Book for Business Customers include this VAT, but on your bills, you’ll see the VAT amount listed separately. No VAT is payable on any Payment Return Fee.

8.0.  Service Interruptions

8.1. Sometimes, we need to carry out work to maintain, repair or upgrade our Network or Services. This means we might have to:

• interrupt all or part of the Services. If we do so, we’ll try to restore the Services as quickly as we can;
• change your area code or phone number; or
• make small changes to the technical part of our Services. This could be a change to how much information you can transfer at one time using our Internet Service or a change to our Network or we may need to suspend our Services for a short time. We’ll try to let you know before we make any such change or suspension, if it significantly affects your Services.

8.2. We’ll do everything we reasonably can to reduce the effect on you of any disruptions to our Services but we can’t guarantee a fault-free Service at all times. For more details about where we accept responsibility for losses and costs to you, read Clause 12.0 (“Our Liability to you and Limitations on Our Liability”) and for details about when and how we’ll compensate you automatically for certain delays in relation to our Services or for certain missed engineer appointments, please see our Complaints Code of Practice for Automatic Compensation Policy.

8.3. We’ve set out what you have to do under your Agreement with us in Clause 10.0 (“Your Obligations”). If we think you’ve broken any of these obligations, we can suspend your Services, or in some situations, end your Agreement with us (see Clause 6.0 (“Term of Agreement, Suspension, Restriction, and Termination”)). We’re not responsible for any costs or losses to you if we do this and don’t have to tell you before we do this, unless it’s because you haven’t paid us what you owe (when we’ll let you know by email to your Registered Email Address).

8.4. We’re not responsible to you for disruptions caused by anything beyond our reasonable control (see Clause 13.0 (“Matters Beyond our Reasonable Control”)), apart from as set out in our Complaints Code of Practice.

9.0  Moving Home

9.1. Please contact Customer Support if you’re planning a move and we’ll try to reduce any difficulties this can cause to your Services. We can only provide our Services at your new home if this is already set up to be connected to our Network at the time you move. If we do provide our Services to you at your new home, we’ll usually treat you as a new Customer. This means you’ll have to go through the ordering process again and any Minimum Period for Services at your new home will start on the Services Start Date for those Services at your new home. In addition, you may have to pay an Activation Charge and/or an Installation Fee (although you may be able to use your existing Equipment) and you may not be able to keep your existing phone number.

Please Note that if you purchase our Services for (and to be provided immediately on moving to) your new home, and your move was during a Minimum Period for your Services at your previous home, we will not charge you a Service Termination Fee for ending the Services at your previous home. You can get more information on the Charges you’ll have to pay if we are able to provide our Services at your new home, during the ordering process.

9.2. If we can’t provide our Services at your new home, you can cancel your Agreement with us. If you have a Minimum Period for your Services and you cancel your Agreement before this Minimum Period has ended, you’ll have to pay a Service Termination Fee. This is based on the number of months you have left of your Minimum Period (and is charged as set out in our Price Book for Business Customers). If you don’t have a Minimum Period (or your Minimum Period has ended) you can cancel your Agreement by giving us 30 days’ written notice (online via the Customer Support Centre or by email or letter to Customer Support).

10.0  Your Obligations

10.1. You agree to do the following things at all times:

• make sure that you and anyone else using our Services through your Account keep to the terms set and updated on our Website;
• if you use our Telephone Service, (a) you won’t advertise your phone number in or on a public phone box or use the Telephone Service to make nuisance or hoax calls, (b) you agree that you don’t own the phone number and won’t transfer (or try to transfer) it to anyone else, (c) you agree that we can give your name, address and phone number to the emergency services and (unless you tell us otherwise) also to other authorised providers of public communications services and regulated providers of directory services (so your details can be included in phone books and be found using publicly available directory enquiry services), (d) you agree that we aren’t liable if we provide any information about you to an authorised provider of public communications services or a regulated provider of directory services, and they make a mistake with listing your details (although we can tell you about other options that are available to protect and control how your information is used);
• keep your security information safe and tell us immediately if you think that someone knows it who shouldn’t or someone who doesn’t have your permission is using our Services through your Account;
• give us complete and correct information (especially during the ordering process) and make sure this information is always kept up to date and correct;
• tell us immediately about any fault or problem with our Services (or with us providing them to you) and/or any fault with or damage to any Equipment or Additional Equipment;
• make sure that your equipment, any Additional Equipment and software used by you meets the terms of all Applicable Laws and has the European Consumer Equipment Standards ‘CE’ mark on it, and that you have any necessary licenses before you use your equipment or Additional Equipment to connect to our Network, making sure that it and any software you use is compatible with our Equipment;
• control the content that you (or anyone else using our Services through your Account) upload or download using our Network. We have no responsibility for any such content;
• fully keep to your Agreement with us and any reasonable instructions we give you;
• fully compensate us for any losses, expenses or costs (including legal costs) which we incur where another person or company brings a claim against us in connection with you (or someone else using your Account to access our Services) using or misusing our Services or breaking your Agreement with us (this is called an indemnity and makes you 100% responsible for the full amount of any claim we have against you);
• not to use the Services for any commercial or business use (except for Home Working);
• accept that the Complaints Code of Practice which sets out how you can make a complaint about us or our Services and how we deal with this, as well as how you can make a claim under our Number Porting Compensation Scheme, applies to you;
• pay all amounts you owe us in full (without keeping any back for any reason unless you’re required to do this by law). You aren’t entitled to assert any credit, set-off or counterclaim against us to justify keeping back all or any part of such amount;

Sometimes, we may (with or without notice to you) check and/or record how you’re using our Services.  This might be because we’re required to do so by law, court order or another authority which can make us do this, or for us to check that you’re keeping to your Agreement with us. Please see our Privacy and Cookie Policy for more details on how we use your information.

10.2. We may record calls to Customer Support. We do this for training purposes, to help prevent identity fraud and to improve the quality of our customer services. We also record all calls to the 999 or 112 emergency services.

10.3. You must keep the email address which you give us when ordering our Services (see Clause 2.1 (“Placing an Order”)) active. If this is no longer possible, you must register a new email address with us instead of that one. You can make these changes to your email information by contacting Customer Support by phone or email.  The email address that you have registered with us at any time will be your “Registered Email Address”. You’re responsible for maintaining and regularly checking emails sent to your Registered Email Address.

10.4. You’re treated as having read any email which we may send to your Registered Email Address.

11.0  Special Provisions Relating to the Telephone Service

11.1. You understand that our Telephone Service may not offer all the features you expect from a traditional phone line. Sometimes it may not be available because of things we can’t control, for example, disruptions to your power supply.

11.2. You understand and agree that our Telephone Service depends on your connection to the Network and the availability of the Network. It won’t work if there’s a power failure or a failure in the Network.

11.3. The FAQs on our Website have more information on our Telephone Service and its limitations, and you should review them.

11.4. You understand that our Telephone Service allows calls to the emergency services numbers 999 and 112. Calls to these services will fail if there’s a power failure or if your Internet Service connection fails. You agree that you will have an existing copper wire phone line at your Home (if there is one) or another way of making emergency calls.

11.5. If you use our Telephone Service, we’ll register your home address. We do this for billing purposes and so that emergency services know your phone number and location when you dial 999/112. If we suspend our Telephone Service under this Agreement, you’ll still be able to dial 999/112 using our Telephone Service, as long as there’s no power failure or failure in the Network.

11.6. We’ll take reasonable steps to help you if you want to move your phone number from our Network to another provider’s network. We’ll also take reasonable steps to help you move your phone number from another provider’s network to ours, if you tell us you want to do this when you place your Order.  Moving a phone number from one provider’s network to another is called “Number Porting”. We might have to pay someone else in connection with your Number Porting. If we do, you’ll have to compensate us for this.  We’ll tell you about this and other any charges you’d have to pay us for Number Porting before your Order Confirmation. You can then decide if still want to do it.  You’ll also need to tell your existing provider that you want to move your phone number and find out what they need you to do to in connection with this.

Sometimes Number Porting isn’t possible. This means you won’t be able to keep your existing phone number when you change to a new provider. We won’t start a Number Porting process to another network unless you’ve fully paid everything you owe us at that time. We estimate it’ll take up to 15 Working Days from when we write and tell you we’ve received your Number Porting request, to the date the Number Porting happens. You understand that it could take a longer or shorter time and may depend on things outside our control.

If you ask to move your phone number from one network to another, the new and old network providers need to work together to get the new network ready for your phone connection. We call things they need to do the “Activation Steps”. Once they have carried out the Activation Steps, the network providers will agree a date for the Number Porting to happen.  If you’re moving your phone number to our Network, we’ll send an email to your Registered Email Address telling you this date (the “Porting Date”). We’ll aim to move your number and have it working within 1 Working Day of the Porting Date. If you want to start using our Telephone Service before we’ve moved your old phone number to our Network, we’ll give you a temporary phone number. You can use this temporary number with our Telephone Service until the Number Porting of your old number has happened.

11.7. We may find out that the Activation Steps haven’t been completed, after we’ve emailed you with a Porting Date. If this happens, we’ll agree a new Porting Date with your old network provider. We’ll send you another email to your Registered Email Address with this new Porting Date, which will replace the previous Porting Date. If we need to change your Porting Date in this way, you can’t treat it as a delay or as us mishandling the Number Porting and we won’t have to compensate you for changing the date.

11.8. If you’re moving your phone number to our Network and we delay the Number Porting for more than 1 Working Day after the last Porting Date we emailed to your Registered Email Address, or where we’ve genuinely mishandled your Number Porting, we’ll compensate you for the delay or mishandling.

11.9. Our Policy applies to all calls you make using our Telephone Service. We can put limits on your calls, require you to pay extra charges or suspend or end your access to our Services if we think you haven’t complied with that policy. If we think we need to, we can also record some of your calls, to make sure that you’re using our Telephone Service in line with this policy.

12.0  Our Liability to You and the Limits on Our Liability

12.1. Where we carry out any obligations under the Agreement, we’ll only do this with the reasonable care and skill of a competent service provider. We don’t warrant that our Services will be fault-free or uninterrupted, but we will use all reasonable care and skill to provide and maintain them. Neither can we guarantee that the Equipment we provide will never be faulty. If you think it might be, Clause 3.3 (“Equipment”) tells you what to do.

12.2. If our negligence causes death or personal injury, we accept responsibility for this and there’s no limit to our liability. We also accept responsibility for fraud, fraudulent statements or any other liability that the law doesn’t let us exclude or limit.

12.3. Neither we nor any company in our group (or any person connected with us or such company) will accept responsibility (if the law allows this) for any liability in contract, tort (including breach of statutory duty) or otherwise arising under or in connection with this Agreement for:

• losses to you from you breaking your Agreement with us;
• losses caused by you using a Service in a way that breaks the Agreement;
• loss or damage to you or any user of our Services or Website relating to using (or not being able to use), or the result of the use of, these, the Equipment or any other website. This includes losses from delays or interruptions to our Services;
• loss or damage to you or any user of our Services or Website from any materials posted on our Website or another website, which was accessed through our Network.;
• losses of income or revenue;
• commercial or business loss or loss of opportunity, loss of profit, loss of goodwill, loss of contract or wasted management or office time;
• losses of savings you were expecting to make;
• losses or damage caused by malware or the unauthorised use of a Service on any of your devices;
• losses of, the corruption of, or the release of, data (including personal data), information or software;
• losses from the failure of safety, security or other alarm system, because they’re not compatible with a Service, or for another reason that’s not our fault;
• losses or damage from you using equipment that we haven’t supplied;
• the cost to you of getting substitute goods or services;
• losses which we couldn’t reasonably have expected or which we couldn’t have considered when we entered the Agreement or which are not directly caused by us, our Services or our Equipment or are indirect or consequential;
• claims made against us, because of any condition, warranty or other terms implied by law. (Sometimes the law suggests that particular conditions, warranties or terms are treated as part of an agreement, even they’re not specifically put into that agreement – these are “terms implied by law”. No such implied terms are part of your Agreement where the law allows them to be left out. This means you can’t make claims based on them); or
• any other loss or damage of any kind,

but this doesn’t prevent claims (a) for loss of or damage to your physical property arising from our negligence, for which we’ll only pay up to £100,000 in any 12-month period or (b) any other claims for direct financial loss to you relating to the Agreement (or that we’re responsible for by law), in either case that aren’t excluded by any of the categories set out in (i) to (xiii) of this Clause 12.3. If you do have a genuine, proven claim against under this Clause 12.3, then except in relation in property damage as set out in (a) of this Clause 12.3 (ix), we’ll only pay up to a total of 125% of the Charges due from you in the calendar year in which the event which caused your loss happened, for all events in that calendar year.

12.4. Except as set out in Clauses 12.1 to 12.3 above, we accept no responsibility for loss or damage caused when someone other than you, our paying Customer, accesses your connection to our Services, your computer, the Equipment or other related equipment (including any Additional Equipment) or accesses, destroys or distorts any data or information held by us.

12.5. We’re not responsible for any goods or services supplied to you under a separate agreement with another supplier, even if you acquired them through our Network.

12.6. We won’t be responsible to you for any losses you may suffer if you’ve used the Services or Equipment we provide for business purposes (other than for Home Working, though all other provisions in this Clause 12.0 will still apply).

12.7. If the Services or Equipment fail, and you divert your phone or internet to another communications provider, we won’t be responsible for the cost to you of doing this.

12.8. Each provision of this Clause 12.0 is to be treated as a separate provision, applying and surviving even if one or more of the other provisions of this Clause is held to be inapplicable or unreasonable.

12.9. You may have rights under the law which the terms of your Agreement with us can’t affect. For example, the law may give you certain rights relating to Equipment which is faulty or has been described wrongly. As a business customer of YouFibre, you may also have rights as a “consumer” (though this won’t apply if you’re a small business). For more details of your legal rights, you should contact your local Citizens Advice Bureau, www.citizensadvice.org.uk.

12.10. You must always try your best to reduce any losses, damage or costs you may incur.

13.0  Matters Beyond Our Reasonable Control

13.1. Sometimes we may not be able to do what we’ve agreed because of things beyond our reasonable control. This could be things such as lightning, flood, severe weather, fire, explosion, terrorist activities, war, riots, damage or vandalism to our Network, Equipment, or any apparatus we’ve installed, anything done by local or national Governments or other public authorities, or strikes or other industrial action. There may be other reasons too. In these cases, except, we’re not responsible if we can’t provide you with our Services.

14.0  Other General Provisions

The Agreement for our Services is only between you and us. You can’t transfer it or your rights to your Services to anyone else, or try to do so. However, we may take instructions from someone else we think, with good reason, is acting with your permission. We can transfer the Agreement, provision of the Services and/or our rights and obligations under it to someone else. If we think this might have a negative effect on your Services or your rights under the Agreement, we’ll tell you before we do this and ask your permission. You have to give your permission unless it’s reasonable for you to refuse it, delay it or put conditions on it.

14.1. You accept that when you order your Services from us we may have to do a credit check on you. This means looking into your records with credit reference agencies like Experian and Equifax or with fraud prevention agencies. Whenever we have information about you, we’ll protect it and keep it safe, as set out in our Privacy and Cookie Policy. This may include sharing this information to prevent fraud or where the law requires us to do so. This might be because we’ve received a court order about the information or someone has a legal power to demand it. We may also share information about you with other companies and organisations (including other communications companies). You can find out more about how we’ll deal with your information in our Privacy and Cookie Policy.

14.2. If you receive any information from us (or someone acting for us) which might reasonably be confidential to us, you will not tell or show it to anyone else. You can only use such information to carry out your obligations under your Agreement with us.

14.3. If a court, arbitrator or any government agency tells us that any part of the Agreement isn’t valid, the remaining parts of the Agreement will still be valid and enforceable.

14.4. Each part or term of your Agreement with us is treated as separate. It’ll still be valid even if other parts or terms of the Agreement are found to be invalid or unreasonable.

14.5. No-one, except for you and us, has rights under the Agreement or the right to enforce any of its terms. No others can use the Contracts (Rights of Third Parties) Act 1999 to acquire such rights.

14.6. Your Agreement with us sets out everything we’re agreeing between us about our providing you with your Services. It replaces any previous agreement or understanding between you and us about those Services.

15.0  Complaints

15.1. You may need to contact us if you’re having a problem with us or our Services. Our Complaints Code of Practice tells you how you can do this. It also explains how we deal with your complaints and disputes.

If you wish to make a complaint, please send an email to hello@youfibre.com. This will allow us to deal with your complaint promptly. You may also call us on the number set out in this Clause 17.0 below. However, we’ll always need information about your complaint to be made in writing, so we can investigate properly.

We’ll try our best to sort out any complaint or dispute you have. If we can’t, you can take the matter to an alternative dispute resolution service (an “ADR Service”). The ADR Service we use is called Ombudsman Services. It helps resolve disputes we might have with individuals and small businesses (with 10 or fewer employees) who are our customers. It’s completely independent from us and will be free for you to use.

We’re a member of (“ISPA”) (www.ispa.org.uk), which is the UK’s trade association for providers of internet services. ISPA has a Code of Practice, with rules which its members (like us) agree to follow. One of these rules is that we have an ADR Service in place for customers like you. You can find the other rules for ISPA members at www.ispa.org.uk/about-us/ispa-code-of-practice.

If you’re reporting any illegal or unacceptable use of our services, please email hello@youfibre.com and provide us with as many details and as much evidence as possible to help us understand and investigate the problem (such as a copy of the message and/or headers, the full URLs or log files showing unauthorised access to your Account, depending on the type of misuse you wish to complain about). Please always make sure that you include a short description of why you’re making the complaint, together with your name and full contact details.

If you wish to make a complaint or need any further information about the Agreement, please contact us on:

• Email: hello@youfibre.com
• Customer Support: 0800 270 0000

You can find more information about Ombudsman Services in our Complaints Code of Practice. Alternatively, you can ask us to send a copy of this to you.

16.0  Jurisdiction and Applicable Law

16.1. Your Agreement with YouFibre is made under English and Welsh law. If a dispute or claim arises that we can’t settle between us, despite following our Complaints Code of Practice, it’ll be decided in the English and Welsh courts. If we choose to, though, we can use the courts where you live (if this isn’t England or Wales) or in any other country we think is appropriate.

17.0  Changes to Our Charges, these Terms and/or the Services

17.1. From time to time, we may change our Services, Equipment, Charges or the terms of your Agreement with us. This could be for any of the following reasons:

• to introduce a new feature to any Service or to change the way we provide a Service or how it’s structured (which could include upgrades and improvements or what’s contained in a Service or that we can provide our Services in new areas);
• to introduce new Equipment or make changes to existing Equipment (including withdrawing it) and/or how we provide it (which could include upgrades and improvements);
• to make technical changes to our Network and/or the technology we use (which could improve our Services);
• to change your area code or phone number;
• to change how we structure our Charges (which could be a change to what a Charge includes);
• to make your Agreement with us clearer or easier for you to understand;
• if we’ve changed the way we manage our business and/or the cost of running it increases; (because the cost to us of providing the Services has increased (for example, the businesses we buy from increase their prices);
• to reflect a change to a law, code of practice, regulation, guidance or responsibility that applies to us; or
• another reason not listed here that we can’t predict right now.

17.2. If we increase our Package Charge or change any other Charges or the terms of your Agreement with us in a way that we believe significantly disadvantages you:

• we’ll tell you (by email to your Registered Email Address) at least 30 days before the change. Sometimes these changes may be outside of our control (for example where they’re because of legal, financial, or regulatory requirements). If we need to make changes for these reasons, you won’t be able to end your Services without charge, and if we can’t give you 30 days’ notice of these changes, we’ll give you as much notice as possible;
• depending on the change, you may then be able to end the Service affected by it or your Agreement with us (we’ll tell you which, in our email to you) without paying any extra charges for leaving early. To do this, you must write (by email or letter) and tell us you want to end the Service or your Agreement (as applicable). You must do this within 30 days after the email we send you about the change;
• if you end any Service (but not the Agreement) in this way, the Agreement will still apply to all other Services, not affected by the change; and
• we’ll publish details of the change on our Website.

17.3. If we make any other changes to your Agreement with us, we’ll do this by amending the relevant Terms or provisions of the Agreement on our Website (and will notify these changes to you on the home page of our Website from time to time).

18.0  Date

18.1. These Terms are effective from 18th March 2020.

Acceptable Usage Policy

This document provides reference for what YouFibre would deem as acceptable use of both our services and infrastructure.

1.0  Responsibility for use

For this policy the following reference terms apply:

When we use “we”, “us” or “our” we mean YouFibre and when we use “you”, “you’re”  and “your” this also includes any other person (for example, anyone at your business premises or home (your “Premises”)) using your account to access our Services, Website or Network. When we use “free” or “unlimited” calls, we mean calls to UK numbers made using YouFibre’s telephone service, which we don’t charge you for. You can find details of our internet service and telephone service plans and standard tariffs (i) for residential customers in our Guide to Charges and Fees for Residential Customers and (ii) for business customers in our Guide to Charges and Fees for Business Customers.

You are responsible for any use of our Services and/or Network made through your account with us, whether this is with your permission or not and for any use of our Website. You’re also responsible if this use breaks the rules of this policy. This would be an “unacceptable use” and is your responsibility even if it happens or is attempted (i) without you knowing or agreeing to it, or (ii) by you contributing to it, or (iii) by you allowing it to happen or (iv) by you acting alone or with others.

YouFibre IS NOT responsible for any of your activities in using our Network or Website. You must decide whether any content or communications you access using our Services is appropriate for children or others at your Premises to view or use.

You must always follow the rules in this policy when you use our Services and or our Website. This means you also need to make sure that anyone else accessing our Network or a through your Premises or accessing our Services through your Account knows about and follows these rules.

When using YouFibre Services, you must follow all laws, regulations and other “Applicable Laws” that apply to you and have any authorisations or permissions required by them.

Some types of material infringe certain laws or regulations. These materials may be illegal to possess as well as to send or publish on the internet. You must not post material which (i) infringes the intellectual property rights (e.g. trademarks or copyright) of others (ii) is false and could harm someone’s reputation, or (iii) makes us legally liable for hosting that material on our servers. More information on things you’re not allowed to use our Services or Website for is set out in the “Unacceptable Usage” section to follow.

When using YouFibre Services or Website, this can result in you, the user, crossing networks or using other website(s) and or services that YouFibre do not own or operate. If this instance, you must follow the acceptable use policies and other terms and conditions set by the operators of those networks websites, and services. We aren’t responsible or liable for the content of any other person’s website, platform, apps or services, even if there’s a link to them from our Website.

When you place an order for YouFibre Services, you will have to provide us with an email address. You must keep this email address active and notify us of any changes to it within 5 working days of the changes happening. You will be treated has having read and accepted any email we may send to you at the email address you’ve provided to us.

If you have any comments or questions about this policy, or there’s any part of it that you don’t understand, please feel free to let us know by email at hello@youfibre.com.

2.0  Unacceptable Usage

It IS NOT possible to set out exactly and ALL of what makes for an “acceptable use” or an “unacceptable use” of our Services and or infrastructure. Our policy is designed to assist and help you understand the genres of use that are unacceptable. The list provided DOES NOT include every use that may be unacceptable to us it is to provide a guide of what YouFibre DO NOT allow or which is deemed to be ‘illegal’.

You CAN ONLY use our Network, Website, and associated Services for lawful purposes. You cannot use them: in any way that breaks any laws or regulations that might apply;

• in any way that is criminal, illegal, unlawful or fraudulent, or that has any criminal, illegal, unlawful or fraudulent purpose or effect; to harm or try to harm children or other vulnerable people in any way;
• to send, knowingly receive, publish, post, contribute, distribute, disseminate, collect, access, encourage the receipt of, use, upload, download, record, review or stream, use or re-use any material that doesn’t follow our “Content Standards” section below; to send, or cause the sending of, anything related to pyramid selling schemes or any unsolicited communications or unauthorised advertising (like spam or nuisance calls). (If you do this we can block these materials or communications and you’ll have broken the rules of this policy);
• to intentionally or negligently send any data, or send or upload material containing viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware, corrupted files, or any other harmful programs or similar computer code designed to harm computer software, hardware or telecommunications equipment owned by us or anyone else.
• to carry on activities that infringe someone else’s rights. This includes (i) downloading, installing or distributing software that isn’t properly licensed (e.g. pirated software), (ii) deleting any author attributions, legal notices or labels/notices of ownership in any file that’s uploaded, (iii) falsifying the origin or source of any software or other material or (iv) not properly following the Data Protection Act 1998 (and any laws or regulations that change, add to or replace it in any way) when collecting or using an individual’s personal data, as set out in that Act;
• to monitor or record the actions (i) of any person, who’s allowed to be at your Premises, without their knowledge or (ii) of any person or thing outside your Premises including, among other things, any public highway or roadway or another person’s home or business premises; or
• to collect, stream, distribute or access any material that you know or should reasonably know, is illegal to collect, stream, distribute or access.

You MUST NOT:

• reproduce, duplicate, copy, sell or re-sell any part of our Website, Network or Services;
• access without our permission, interfere with, damage or disrupt:
• Any part of our code and or website
• YouFibre Network and equipment / network from which our Services or Website are provided;
• any software used in providing YouFibre Services or Website; or
• any equipment, network or software owned or used by someone else, if this is outside what we’d expect of someone using either our Services under a residential or business contract (whichever applies to you) or our Website;
• do anything that may disrupt or interfere with our Website Network or Services or cause our Website or Network, or any computer or other device connected to our Network, to crash;
• launch “denial of service” attacks, “mailbombing” attacks or “flooding” attacks against a network, or a device or computer connected to a network, (including, among other things, port scans, ping floods, packet spoofing, forged routing information, deliberate attempts to overload a service, or any otherwise unspecified form of “denial of service” attack);
• let people, who don’t live or who aren’t at your Premises, access your Services;
• make excessive use of, or overload, our Network;
• avoid the user authentication or security process of a network or a computer or device connected to a network;
• create, send, store or publish any virus, Trojan, corrupting programme(s) or corrupted data using our Website, Network or Services; or give false information on our on-line applications, sign-up forms or contracts. This would include (but isn’t limited to) giving wrong or fraudulent details or information (i) about direct debits, bank accounts or credit card numbers or (ii) in relation to a wayleave or other permission to install our Services at your Premises. If you do this, we can immediately end your agreement for our Services. You may also have criminal or other liability under law.

3.0  Telephone Services

If either YouFibre Residential or Business service terms apply to your telephone service, the subsequent following terms also apply.

You can make unlimited free calls from 7pm to 7am Monday to Friday and all weekend, which are 1 hour or less in length, to UK destinations free of charge, your making these calls should be within what YouFibre expect from you (i) as a residential user; (ii) as a small business customer, using our telephone service at home or for “Home Working” (as described in our Residential Customer Terms of Service); or (iii) as a business customer, as applicable.

If any of these calls last over an hour, YouFibre will charge you from the end of the 60th minute, at the standard per-minute charge that applies to that call. If you want your call to stay free after the 60th minute, you should end the call before the free hour is over and then redial the same number to carry on the call. You can do this without limit, if you follow this policy in all other ways and your call pattern is reasonable overall.

All numbers you dial, beginning in 0500, 0800 or 0808, stay free for the whole length of the call.

Certain types of call aren’t included in the free calls described above. YouFibre will charge you for these at our standard prevailing rate.

Listed as:

• calls to the Channel Islands (e.g. numbers beginning in 01534 and 01481);
• all calls to mobile phones (e.g. numbers beginning in 07);
• all international calls (e.g. all numbers beginning in 00 except 0044 (UK));
• all Premium Rate Service calls (e.g. all numbers beginning in 09);
• calls to Number Translation Services (e.g. numbers beginning in 0845, 0870, 0871, 0844);
• all directory enquiry services beginning in 118;
• all other dialing codes, not listed above as free of charge and/or dialed without following this policy.
• Our telephone service mustn’t be used for (i) auto-dialing, (ii) continuous or extensive call forwarding or call diversion, (iii) fax or voicemail broadcasting or (iv) continuous or extensive incoming-only calls.

We can immediately stop or change your telephone service if we think you’re not using it in a normal way.

All our call charge rates are published in our Guide to Charges and Fees for Residential Customers and Guide to Charges and Fees for Business Customers.

4.0  Interactive Services

You may and can from time to time provide interactive services on our Website, for example, Support Chat conversations, social media and Customer Forums (“Interactive Services”). Where we provide any Interactive Services, YouFibre will give you clear information about the kind of service offered, whether it’s moderated and, if it is, the sort of moderation that’s being used (e.g. whether it’s human or automated).

YouFibre will do our best to work out any possible risks for users (especially for children) from other people when they use any Interactive Services, and will decide in each case whether to use moderation (and what kind this should be). However, we don’t have a duty to keep an eye on or moderate any Interactive Services. We also accept no responsibility for any loss or damage caused by someone who uses an Interactive Services but doesn’t follow the “Content Standards” section below (whether the Interactive Service is moderated or not).

A child can only use an Interactive Service if their parent or guardian agrees to this YouFibre both advise parents and guardians who allow their children to use an Interactive Service to talk to their children about the risks involved with this and about staying safe online.

5.0  Content Standards

Content rules apply to all material you send, receive, communicate, publish, post, contribute, distribute, disseminate, collect, access, encourage the receipt of, use or re-use, upload, download, record, review or stream using our Network or Services and to any Interactive Services (as mentioned in the above section). YouFibre call these “contributions”.

As with unacceptable use, the list provided DOES NOT set out every single standard which we can or may apply to your contributions, it is provided to help you understand what your contributions can and cannot contain. The standards apply to each part of any contribution, as well as to the whole contribution.

Contributions must:

• be accurate (where they give facts);
• be genuinely held (where they give opinions); and
• follow the laws and regulations of the UK (and of any country they come from) that apply to them;

Contributions MUST NOT:

• contain false statements that harm anyone’s reputation;
• contain any material which is indecent, obscene, offensive, hateful or meant to stir up anger;
• promote sexually explicit material;
• encourage violence;
• encourage discrimination based on race, sex, religion, nationality, disability, sexual orientation or age;
• infringe any copyright, database right, intellectual property right or trade mark of any other person.
• be likely to deceive any person;
• be made by breaking a legal duty owed to another person, (like a duty under a contract or a duty to keep material secret);
• encourage any illegal activity;
• be threatening, abuse or invade someone else’s privacy, or cause annoyance, trouble or unnecessary stress;
• be likely to trouble, upset, embarrass, alarm, scare or annoy any other person;
• be used to impersonate any person, or be dishonest about your identity or connection to any person;
• give the impression that they come from us, if this isn’t true; or
• encourage or help an unlawful act, like (as an example only) copyright infringement or computer misuse.

6.0  Security

You are responsible for protecting your YouFibre customer identification and associated password(s) you use to access our Services and your account with YouFibre. You’re also responsible for any use of your password.

You SHOULD NOT disclose your customer YouFibre identification or password(s) to anyone else. If you do, YOU ARE responsible for their use of your account. If your customer identification or password are disclosed or used without your permission, you must tell YouFibre immediately. You MUST NOT use your customer identification or password(s) to use our Network or Website, in a way that YouFibre find unacceptable. Nor should you use them to access or try to access other parts of our Network or Services where we have not given you permission to do so.

You are responsible for taking all reasonable steps necessary to stop someone else accessing our Network through your account, where you’ve not given them permission to do this.

You must protect your computer from viruses, adware, malware and spyware by installing and updating suitable anti-virus and security software. We’re not responsible for security problems with your computer, its files, or its applications.

You must keep copies of your own data. We’re not responsible for any loss of your files or data.

You must tell us immediately if you think that any part of this “Security” section has been breached.

7.0  Excessive Usage

YouFibre DO NOT have a traffic management policy, although YouFibre may choose to use one in the future. However it should be noted that the YouFibre network will identify and notify us of excessive use and if we believe that your use of the internet, our Network or Services is so excessive that other customers’ Services are being harmed, then we may and can give you a written warning to reduce your use. If you DO NOT do this, we may and can suspend or end your Services with YouFibre.

If YouFibre reasonably suspect that your use of the YouFibre telephone service is excessive and unreasonable, we can, if we wish, limit the free calls you can make to UK numbers. We can also charge you, at our standard prevailing rate, for all the calls you make to UK numbers, which we think are excessive compared to the number of calls we’d expect of a residential user or small business customer, using our telephone service at home or for “Home Working”. Prior to YouFibre charging you for these calls, we will let you know by phone or email, using the contact information that you have provided YouFibre.

8.0  How we will deal with breaches

YouFibre have various methods that allow us to see if you are following this policy. When you use YouFibre Services and or our Website, you give us (or our agents or subcontractors) permission do this by checking your networks and/or machines and your use of our Network, Website and/or Services.

If we think you have not followed this policy, YouFibre can and may investigate this. We will act reasonably and fairly when and if we do. If we decide that you haven’t followed this policy, we can take any action (as set out in the next paragraph) that YouFibre think is appropriate. If YouFibre find that you have not followed this policy, you would also have broken your Residential Terms of Service, Business Terms of Service and/or our Website Terms and Conditions.

This will mean YouFibre can either deal with the matter under whichever of these documents applies to you or take any of the following actions (with or without notice):

• immediate, temporary or permanent suspension or ending of your Services;
• immediate, temporary or permanent removal of any posting or material uploaded by you to the internet using our Services or to our Website whether or not using our Services;
• the issue of a warning to you;
• legal proceedings against you to fully compensate us for all costs to us (including reasonable administrative and legal costs) resulting from you not following this policy (this is called an indemnity and makes you 100% responsible for the full amount of any claim we have against you);
• further legal action against you; and
• the disclosure of any information to law enforcement or other appropriate authorities or regulators that we reasonably think is necessary.;

We aren’t limited to the actions we’ve just set out – we can take any other action we think is reasonably appropriate. We don’t accept any liability resulting from actions we take because of you not following this policy.

9.0  Jurisdiction and applicable law

Your Agreement with YouFibre is made under English and Welsh law. If a dispute arises that we cannot settle between us, despite following our Complaints Code of Practice, it will be decided in the English and Welsh courts.

10.0  Changes to these terms

YouFibre may and can update or change this policy at any time.

11.0  Date

These Terms are effective from 18th March 2020.

Complaints Code of Practice

YouFibre cares passionately about our customer experience, service quality, and ensuring you receive an unrivaled service. We do however acknowledge that there may be instances where you need to let us know if we have not met that expectation.

As such YouFibre provides a Code of Practice for complaints, (“Complaints Code”). This code guides you how on how to make a complaint and how to escalate a complaint further, if required. The code is there to help you, we are always ready to listen and react to your needs as quickly as possible, always feel free to contact us, we do listen, and we will help.

1.0  About Our Code of Practice for Complaints, ‘Complaints Code’

As an ISP, it is required that YouFibre have a code of practice for complaints to protect residential customers and small business customers. The definition of a small business in this instance is those businesses having ten or less employees.  This Complaints Code covers the Internet service (if you’ve chosen to use it) provided to you by YouFibre. In this Code, all references to “we”, “us”, or “our” are references to YouFibre and all references to “you” and “your” are references to you, our Customer.

2.0  Complaint Handling

2.1. Your Starting Point for a Problem or Query

YouFibre is dedicated to customer experience and service quality, we want to address any queries and or complaints you may have as quickly and easily as is possible. Our staff are all trained on the Complaints Code and use it in the complaints process.

To start the complaints process please use either the support telephone line or the dedicated support email facility. Alternatively, you can also write to us at the address provided below. Please also be assured if you are unable to make the complaint yourself you can nominate another person for this, with your consent.

Contact options:

• Telephone: 0800 270 0000
• Email: hello@youfibre.com
• By letter: YouFibre Limited, 86-90 Paul Street, London, EC2A 4NE

In general, most problems can be resolved quickly by email or by phone on your first contact with us. We will do our best to achieve a resolution within forty-eight hours. Where this isn’t possible, we will set a resolution plan with you and the timings within which we will resolve the problem. You can of course use written correspondence, but this will by its very nature slow the process down.

2.2. Escalating Your Complaint

We will provide you with a response to the initial complaint, if this is not to your satisfaction you can escalate directly to our complaints team. To process an escalation please send a letter to the postal address listed under contact options or email us at complaints@youfibre.com. When we have your escalated complaint, we will acknowledge receipt within forty-eight hours and will endeavor to respond within nine working days.

2.3. Independent Adjudication

If YouFibre cannot resolve your complaint within a total period of eight weeks, or before if mutually agreed, we’ll issue a “deadlock” letter. You can then, if you choose, make a complaint through Ombudsman Services. Ombudsman Services offers an independent alternative dispute resolution scheme. It’s approved by Ofcom for the handling of consumer disputes. Its services are free of charge for residential and small business customers.

You can contact Ombudsman Services by telephone on 0330 440 1614 or via its website: www.ombudsman-services.org.

Please note that Ombudsman Services will only deal with your complaint if you’ve first followed YouFibre’s internal complaints procedure in full. If the Ombudsman does deal with your complaint then an independent adjudicator will decide how your issue should be resolved, based on the details of your complaint.

If you’re unhappy with the way we or Ombudsman Services deals with your complaint, you can contact Ofcom, the independent regulator and competition authority for the UK communications industries, at Ofcom Contact Centre, Riverside House, 2A Southwark Bridge Road, London SE1 9HA, or by telephone on 0300 123 3333 or 020 7981 3040, or via its website: www.ofcom.org.uk.

You can also get further help and advice from your local Citizens Advice Bureau – it should be noted this does not fall within the formal complaints procedure.

2.4. Number Porting Compensation Scheme

YouFibre provides a telephony service, you can ask your existing telephone provider to transfer (or “port”) your old number to our service. If porting a number is possible, we will email you with a “porting date”.

We only do this after agreeing the date with your existing telephone provider, this will depend on the “Activation Steps” needed for the transfer being in place. If the number transfer has not happened one business day after the agreed porting date, you are entitled to claim compensation from YouFibre.

YouFibre calculate the amount of compensation entitlement by multiplying the monthly subscription payment by twelve, dividing by three-hundred-and-sixty-five and then multiplying this by the number of days’ delay for which you can claim compensation. YouFibre will award compensation on your next monthly bill in the form of a credit. Any compensation you’re awarded will fully and finally settle any claim you may have against us (now or in the future) in respect of the delay.

2.5. Automatic Compensation Policy*

On the very rare occasion when there is a delay in providing you with the internet service or telephone service that you ordered from YouFibre, or a delay in repairing a fault to these services, YouFibre may automatically compensate you.

*Automatic compensation policy is temporary paused in response to Covid-19.

2.6. Service Level Agreement and Service Level Guarantee for Business

In addition of the Automatic Compensation Policy, YouFibre business customers are provided with Service Level Agreements (SLA) and Service Level Guarantees (SLG):

Price Book

At YouFibre we don’t believe in the ‘loyalty tax’, instead our prices are available to all of our customers.

We like to keep things simple so you’ll find our Internet prices below.

You can also purchase a phone line, without Internet, with our YouPhone package. Residential customers have the choice of a monthly rolling subscription at our standard price or locking in lower price with a 12 months contract. Business customers have a choice between a 12 month contract at our standard price or locking in a lower price with a 36 month contract.

Residential Internet (price per month)

If you’re a residential customer you can choose between a monthly rolling subscription at our standard pricing, or a 12 month contract to lock in a great deal. If you chose a contract, when it comes to an end you can choose whether to sign back up for another 12 months or move on to our standard monthly subscription. You can also add YouMesh or YouPhone to any of our residential packages.

*Average speeds, achievable by 50% of users, are 900 Mbps on a 1000 Mbps connection, 150 Mbps on a 150 Mbps connection and 50 Mbps on a 50 Mbps connection. 900 Mbps speed is not achievable by a single device over WiFi, for this speed a wired connection is required.

**YouPhone separate rates for calls outside of Free Evening and Weekend to UK landlines allowance provided on request.

Business Internet (price per month)

If you’re a business customer you can choose between a 12 month contract at our standard pricing, or a 36 month contract to lock in a great deal. YouPhone can be added to any of our business packages.

*Average speeds, achievable by 50% of users, are 9000 Mbps on a 10000 Mbps connection, 900 Mbps on a 1000 Mbps connection and 150 Mbps on a 150 Mbps connection. 900 Mbps and 9000 Mbps speed is not achievable by a single device over WiFi, for this speed a wired connection is required.

**YouPhone separate rates for calls provided on request. Does not include Free Evening and Weekend to UK landlines.

Call Charging

1. Connection fee

Any chargeable call (i.e. not £0.00 per minute) is subject to a connection fee* per call. For the avoidance of doubt, the connection fee will be charged for:

• Daytime UK landline calls
• Anytime UK landline calls for calls over 60 minutes
• UK mobile numbers
• Calls to other UK numbers
• International calls

Calls to 08, 09, and 118 are made up of two parts, the access charge and the service charge.

• The access charge is the part YouFibre charges per minute for connecting the call. The access charge from YouFibre is £0.10 per minute.
• The service charge is the main call charge. The organisation you are calling decides on what this will be, and must inform you.

2. Call duration rounding

• All UK calls will be rounded up to a whole penny. VAT will also be rounded up to a whole penny.
• All international calls will be rounded up to the next whole minute.

*Further information regarding connection fees can be found in the YouPhone Call Rate Book.

Please refer to the YouPhone Call Rate Book for international call rates.

UK Call Rates

Price per minute

Any chargeable call (i.e. not £0.00 per minute) is subject to a £0.10 connection charge per call.
The Residential £13 YouPhone only and the £3 YouPhone add-on package includes free evening and weekend calls to UK landlines. The Residential £18 YouPhone only and the £8 YouPhone add-on package includes free anytime calls to UK landlines.

Calls included free in the YouPhone package apply to the first 60 minutes only. After 60 minutes, calls will be subject to a connection fee and our Daytime call rates.