Last updated: February 2024
These Terms and Conditions apply to all Voneus services which you order from Us as a consumer. For a description of these Services, please see here. Please ensure that you have read these Terms and Conditions carefully.
1. Information About Us
(Who We are…)
1.1 Voneus Limited ("Voneus", "We/Us/Our") is a company registered in England and Wales under number 07849963, whose registered address is The Grange, 100 High Street, Southgate, London, N14 6BN and whose main trading address is the same.
1.2 Our VAT number is GB112804060.
1.3 We are regulated by the Office for Communications ("Ofcom").
1.4 We are a member of the Alternative Dispute Resolution scheme called “Ombudsman Service Limited”, the Internet Services Providers’ Association and are registered with the Information Commissioner’s Office.
2. Terms
(What we must both comply with.)
2.1 The Contract is between you and Voneus and consists of:
(a) these Terms and Conditions and any additional terms which relate to the specific Services you select (which can be found at www.voneus.com);
(b) your order form including any offer terms applicable during sign up (as set out in your order summary);
(c) Our Policies which can be found at www.voneus.com/legal; and
(d) an Additional Charges page which can be found at www.voneus.com/additional- costs.
3. Our Contract
(What We agreed upon and when.)
3.1 Irrespective of how you complete your order with Us (i.e. using Our website, over the phone with Our sales team, or in person), the Contract starts when We accept your order via email (or letter, if you are unable to provide Us with an email address). We will not start providing the Service to you (and you will not be charged for any Services) until the Service Start Date.
3.2 Whilst the Contract will be effective from the date specified in section 3.1 above, your Minimum Contract Term starts on the Service Start Date:
(a) for new customers this is the date when your services are activated; and
(b) for changes and upgrades or if you agree a new Minimum Contract Term, this is the date set out in the order confirmation email or letter (if applicable).
4. Minimum Contract Term
(What happens at the end of the Minimum Contract Term.)
4.1 At the end of your Minimum Contract Term, your Contract will renew on a monthly basis.
4.2 We will notify you before the end of your Minimum Contract Term and at regular intervals in accordance with Our obligations when you are outside of the Minimum Contract Term to let you know that your Contract is coming to an end.
4.3 You are free to cancel the Contract either at the end of the Minimum Contract Term or at any time after by giving 30 days' notice as set out below.
5. Orders
(How you can get hold of Our Services.)
5.1 You may order Our Services via:
• Our website: using Our postcode checker you can see if Our Services are available in your area, and select the package you wish to purchase;
• over the phone with Our sales team: give Us a call and speak to one of Our sales team who can talk you through Our Services and packages and sign you up to Our Services; or
• in person with one of Our sales agents: when Our agent is in your area, they may attend your property to discuss Our Services and packages and sign you up to Our Services.
5.2 Your order confirmation will set out the Service/package you are purchasing as well as any Minimum Contract Term and the price for all elements of the Service. For full details of Our Services please see www.voneus.com. To check available plans in your area, please enter your postcode.
Changes to your order
5.3 You may request to change your order at any time before We begin providing the Services by contacting Us using the details specified on Our website or in these Terms and Conditions.
5.4 If We need to make an amendment to your order or the price set out in the order before We provide the Service to you, We will inform you in writing and seek your approval for the changes. If you do not approve the amendment, We may cancel the order.
6. Price and Payment
(Money talk...)
6.1 The price of the Services will be that shown in your order and will be confirmed in Our order confirmation email (or letter, if you are unable to provide Us with an email address). This confirmation is not acceptance of your order.
6.2 Our Services are generally based on a subscription fee which is a recurring monthly charge payable in advance.
6.3 There may be additional charges including installation charges or charges where you exceed any usage restrictions which become due under these Terms and Conditions. These charges will be a one-off fee added to your invoice for the month they are incurred. These charges will either be set out in your order or, in the case of charges which are incurred after you place an order, these will be specified at www.voneus.com/additional-costs.
6.4 All prices include VAT. If the rate of VAT changes between the date of your order and the date of your payment, We will adjust the rate of VAT that you must pay in your next invoice.
6.5 We will send you the first invoice for the Services once We install or activate the Services. Our first payment for monthly charges will be debited within 5 days of the invoice date. Therefore, We won't charge you for the period between your order and the installation.
6.6 Where Our Equipment is already installed on a building, We may not be required to install any further Equipment and We may charge a reduced fee (50% of Our standard charge for installation) to set up the Services. If you are required to pay for installation charges, We will make this clear to you before We carry out an installation and before you are required to pay for the Services (in line with the section on Installation below).
6.7 Payment must be made via direct debit unless We advise you otherwise.
6.8 If you do not make payment to Us by the due date as shown in/on the invoice We may charge you interest on the overdue sum at the rate of 2% per annum above the base lending rate of HSBC Bank Plc from time to time. Interest will accrue on a daily basis from the due date for payment until the actual date of payment of the overdue sum, whether before or after judgment. You must pay any interest due when paying an overdue sum. We may also suspend the Services for late payment as set out below.
7. Installation
(Setting up Our Services.)
7.1 Depending on the Services you purchase from us, installation (either by Us or by you) may be required. If you do not agree to Us carrying out any of the work necessary for installation (whether this is a standard or non-standard installation) or taking any steps required by you for installation, We may not be able to install the Services. If this is the case, We will cancel the Contract.
Installation by us
7.2 For Our broadband Services, We may have to install some Equipment at your home or carry out works to your property or around your property (including ground works). We offer a free Standard Installation for customers (see details of this offer under section 9).
7.3 In some circumstances, installation is Non-Standard (for example, the access route is too long, or your property requires special techniques to dig and reinstate). Where We consider this to
be Non-Standard Installation, We will notify you of this and send an engineer to carry out a survey of your premises first. Following this survey We will provide you with a quote for the installation. Any installation quotation is only valid for a period of 60 days, or any such longer period as We notify to you. Don't worry, We will not start any works until you agree with Our installation quotation.
7.4 Once We confirm your order, We will provide you with an expected timescale for installation. As We rely on other organisations for the Services, this date is not guaranteed. Of course, We will provide a confirmed installation date to you before installing the Services as set out under "Support and Engineer Visits" below.
What We may need from you
7.5 In some cases (i.e. for upgrades or Wi-Fi extension services), you may need to install some Equipment yourself but We will let you know if this is the case and provide clear instructions on how to do this.
7.6 You are responsible for obtaining any consents required to install Our Services at your property, or gain access (for example, from managing agents or your landlord). Where you fail to obtain consent or you are unable to obtain the consent:
(a) if the Services have already been installed and We are required to remove such Equipment, We may charge you for the costs of such removal and any remedial works;
(b) if the Services have not been installed, We may cancel the Contract.
7.7 If installation is required by you, but you request that an engineer attends your property to carry out installation (where it isn't necessary), We may charge you for this visit as set out at https://www.voneus.com/additional-costs.
8. Support and Engineer visits
(How We can help you.)
8.1 If you require any support with Our Services, or have any questions, Our FAQs and Knowledge pages on Our website have details of common questions. You can also contact Us using the contact details in these Terms and Conditions.
8.2 If you are unable to resolve the issue via these pages, or support over the phone, We will arrange an engineer visit. We will provide you with an estimated date for the visit and contact you prior to this date if there are any changes.
8.3 At least two days before any engineer visit (including any Installation) We will confirm the date with you.
8.4 For any visits, you must:
(a) ensure that you, or someone over the age of 18 who is authorised by you, will be at the property during the engineer visit;
(b) allow Us to access your property in order to install, activate and/or repair the Services or Equipment We provide to you.
8.5 We may charge you for any engineer requests or visits as well as the work undertaken. This may include if:
(a) the engineer is unable to access the property because you provided an incorrect address, no one (or no responsible adult) is at the property or you refuse entry;
(b) on inspection the engineer identifies the issue or fault is due to something you have done or failed to do or finds no fault in the Service or Equipment;
(c) you cancel the visit with less than one day's notice; or
(d) if the issue could have been resolved without an engineer visit.
Charges are specified at https://www.voneus.com/additional-costs.
9. Free installation
(How to get Our Services.)
9.1 We want to help Our customers to get connected to Our Services and therefore We try to provide free installation to as many of Our customers as possible.
Government's free installation scheme
9.2 If your property is eligible for the Government's free standard Gigabit-capable installation (see here for eligibility - Who is eligible? – Gigabit Vouchers (culture.gov.uk)), to benefit from free installation you must obtain a voucher from Building Digital UK. Don't worry- We will help you throughout this process.
9.3 If you are based in England, We work with the BDUK 'Gigabit Voucher Scheme', which helps Us bring this Service to your property for free.
9.4 Once your order has been accepted, We will make an application to this scheme for you. The voucher covers the cost of any standard installation. To ensure that you are not responsible for any installation costs, you must complete the below four steps:
o Step One – Once you have submitted your order, you need to perform a speed test; We can email and or call you to talk you through this process.
o Step Two – You will receive an email from the ‘Gigabit Broadband Voucher Scheme’ asking you to confirm you have agreed to the Service.
o Step Three – Our installation team will contact you to book your install.
o Step Four – Once installed, you will receive a final email from the 'Gigabit Broadband Voucher Scheme' asking you to confirm that the Service is live.
9.5 If you are based in Wales, We work with the Access Broadband Cymru Grant Scheme. You are responsible for applying for the voucher directly. We can provide guidance on the process via Our sales team.
9.6 If you are based in Scotland, we will work with you to help you benefit from the Gigabit Broadband Voucher Scheme and Scottish Broadband Voucher Scheme. Our sales team will provide guidance on how to apply.
9.7 If you fail to follow these steps and/or obtain the voucher, We may charge you for installation in line with our Pricing Guide (available at www.voneus.com/additional-costs).
Other customers
9.8 If your property is not eligible for free standard installation, We will cover the cost of any Standard Installation (subject to section 9.6 on Installation).
10. Providing the Services
(What you get for your money.)
10.1 We will provide the Services from the Service Start Date. If for any reason the Services cannot be switched on, for example where you are not present at the property, or you do not consent to Us carrying out any works to install the Services, then the Service will be deemed not to have commenced.
10.2 We will provide the Services with reasonable skill and care, consistent with industry practices and standards in the broadband supplier market, and in accordance with any information provided by Us about the Services and about Us.
10.3 We will make every reasonable effort to complete the installation on time (and in accordance with your order). We cannot, however, be held responsible for any delays if an event outside of Our control occurs.
10.4 Where We require you to have other equipment or Services already in place before We can install or provide the Services, We will inform you of this.
10.5 If We require any information or action from you in order to provide the Services, We will inform you of this as soon as is reasonably possible.
10.6 If the information or action required of you under this Contract to provide the Services is delayed, incomplete or otherwise incorrect, We will not be responsible for any delay caused as a result. If additional work is required from Us to correct or compensate for a mistake made as a result of incomplete or otherwise incorrect information or action on your part, We may charge you a reasonable additional sum for that work.
10.7 We will try as far as is reasonably possible to keep the Service free from errors but We do not guarantee that the Services will be uninterrupted, secure or error-free.
10.8 We are responsible for the configuration of the software running on this Equipment to allow access to Our broadband network and We will not give you access to this unless subject to a bona fide request or a lawful order that is served upon Us. This is to maintain good security practice on Our network and continuity of service.
10.9 If you choose to reset the configuration on the in-home Router/Access Point Equipment that We supply you, then We are no longer responsible for the provision of the Service via this device if it stops working or does not work as designed or desired until this is repaired by Us.
10.10 If you wish to Switch services to us, or from us to a new provider, please see details in our Policies.
11. Your use of the Services
11.1 By way of use of the Services, you must:
(i) be in one of Our service areas. You can check this using Our postcode checker on the website;
(ii) provide access to your property where necessary for Us to provide the Services and installation;
(iii) look after any Equipment We provide to you. You are responsible for ensuring that the Equipment remains connected and is well looked after;
(iv) use the Services for personal use only and in accordance with our Fair Use Policy;
(v) only connect safe equipment to Our network that won't harm it or Our other customers' equipment;
(vi) keep all passwords secure and confidential, and not make them available to other people;
(vii) not use the Services for anything illegal; and not permit any third party to maintain or repair, or attempt to maintain or repair the software providing the Services or the Equipment, without Our prior written consent.
12. Home Phone Services
12.1 As part of Our broadband offering, you may also select to purchase Our home phone line package (Our VoIP Service).
12.2 As this is provided over Our broadband connection, it may not offer all the features that you expect from a traditional phone line and you must maintain your broadband Service with Us to use the Service.
12.3 It is your responsibility to ensure that Our VoIP Service is compatible with any third-party services that rely on a phone line (i.e. personal alarms, security systems, Telecare). We are not responsible for your access and use of these third-party services.
12.4 All charges for the VoIP Services are listed here www.voneus.com/additional-costs.
12.5 Similar to your broadband Services, if there is an outage or disruption to the broadband, the VoIP Service will not work. If this happens, you will still be able to make calls to the emergency services (i.e. 999 or 112). If however, there is power cut or failure, or network failure, the Service will not work and you will need to use a mobile or alternative phone line if you have one.
12.6 Where possible, when you contact the emergency services We will automatically provide your phone number and location details to the operator. You may also need to provide your location information and phone number verbally to the operator.
Your usage of the VoIP service is subject to our Acceptable Use Policy.
Can I keep my number?
12.7 If you wish to transfer your existing phone number to Our network, please let Us know by indicating this as part of the order process or contacting us. Where possible, We will take reasonable steps to transfer your number to Our network (in accordance with Our legal requirements). We will let you know what further details we require and provide you with a date for migration. Please see our Policies for further details.
12.8 If you change your mind about porting your number, please contact Us as soon as possible and within 14 days of the request.
13. Static IP
13.1 As part of Our broadband offering you may also request a static IP address(es).
13.2 If a static IP is included as part of your Services, We will provide the static IP address to you but you are responsible for obtaining any technical or other support required.
13.3 On termination, the IP address(es) will automatically revert back to Us.
14. Equipment
14.1 As part of the Services We may install Equipment at your home or provide you with equipment to install and use.
14.2 All Equipment provided to you to allow you to receive and enjoy the Services is owned by Voneus. At the end of the Contract, all Equipment must be returned to Us as outlined below.
14.3 When you use your own equipment in conjunction with the Equipment We provided, you are responsible for the installation and maintenance of said equipment. We do not guarantee that the equipment is compatible, or will work, with the Equipment and Service that We supply.
14.4 If you wish to upgrade the Equipment (other than when We require you to upgrade the Equipment), We may charge you for the new Equipment. We will communicate the price of the new Equipment with you beforehand.
Faulty Equipment
14.5 If any of the Equipment is faulty or requires an upgrade for technical reasons (this does not include where you chose to upgrade the Equipment), We will notify you to return this to Us and provide you with the relevant return address. We may replace the Equipment prior to receiving your return, but you are still required to return the Equipment to Us.
14.6 We will not be liable for: (i) any fault in the Equipment provided by Us which is caused by you or by the failure to follow Our reasonable instructions. This includes any tampering with Our Equipment or software installed on the Equipment and the re-setting of a router (unless instructed to do so).
14.7 If you fail to return the Equipment to Us or on investigation, there is no fault or the fault is due to customer use or actions, then We may charge you for the repair and/or replacement of the Equipment.
Return of Equipment on cancellation or termination of the Contract
14.8 On cancellation or termination of the Services with Us (for any reason), We may require you to return the Equipment to Us (at your own cost) in the condition it was provided (subject to reasonable wear and tear) at the address notified to you within 30 days of your cancellation. If you fail to do so, We may charge you for any such Equipment.
15. Quality/ Speed
15.1 We aim to provide all Our customers with a continuous, high-quality service, and you can find details of Our quality/speeds for Our Services at www.voneus.com.
15.2 The exact speed you experience over any broadband connection will vary depending on how many users there are live on the network at that time, as well as the overall load of the public internet and what service or system you used to measure the speed.
15.3 Upload and/or download speeds on your Service and any published speeds are not guaranteed.
15.4 We are not responsible for:
(a) slow speeds or disruptions or loss of Services due to factors that are outside Our control;
(b) ensuring equipment We provide allows you to get a wireless signal everywhere within your home or delivers the speeds possible over a wired connection when connected wirelessly.
16. Your Legal Rights
(If things go wrong...)
16.1 As a consumer, you will benefit from any mandatory provisions of the law such as the Consumer Rights Act 2015 which includes certain legal rights with respect to the purchase of Services and any Equipment provided as part of the Service. This may include:
(a) the right to request that We reinstall the Services if they have not been installed correctly;
(b) the right to request a price reduction where the Services fail to comply with any minimum speeds provided; and
(c) the right to request a repair within a reasonable period of time if the Service is intermittent, slow or you have no connection.
16.1.2 If for any reason We are required to repeat the Services in accordance with your legal rights, We will bear any and all Our costs of such repeat performance. In cases where a price reduction applies, this may be any sum up to the full price and, where you have already made payment(s) to Us, may result in a full or partial refund. Any such refunds will be added to your account as credit without undue delay (and in any event within 14 calendar days starting on the date on which We agree that you are entitled to the refund) and used against your next invoice.
16.2 For full details of your legal rights and guidance on exercising them, it is recommended that you contact your local Citizens Advice Bureau.
16.3 As a consumer, you will benefit from any mandatory provisions of the law that We are subject to via the industry regulator, Ofcom (this includes compensation for certain delays when you switch providers or port your number). For further details please see Ofcom's General Conditions of Entitlement.
17. Our Liability
(What we’re responsible for.)
17.1 We aim to provide you with effectively running Services, but of course things may occasionally go wrong. When this happens We will try to fix it, but, except as set out at 17.4 below, We will not be responsible for:
• any damages or losses that you may suffer as a result of delayed or cancelled installation;
• any damages or losses that you may suffer as a result of incomplete installation which exceeds the value of the installation fee;
• any losses caused by your breach of the Contract;
• any damages or loss where Equipment has been installed by you incorrectly or used in a way which is different to its intended purpose or as instructed by Our engineers/support team;
• any loss of information through your use of the Services;
• any losses incurred where the cause is due to matters outside of Our control as described in section 18 below.
17.2 We provide Services, in this instance, for domestic and private use (or purposes). We make no guarantee that the Services are fit for commercial, business or industrial purposes of any kind. We will therefore not be responsible for any loss of profit, loss of business, interruption to business or for any loss of business opportunity or any other losses you may suffer if you use the Services for business purposes (which is not the intended use of these Services) including not being able to work remotely.
17.3 If as part of the installation or set up, We cause any damage to your property, We will make good that damage at no additional cost to you.
17.4 Nothing in this Contract seeks to exclude or limit Our liability for: death or personal injury caused by Our negligence (including that of Our employees, agents or sub-contractors); fraud or fraudulent misrepresentation; Equipment provided which is not of satisfactory quality, or any other rights you are legally entitled to under the law.
18. Force Majeure
(Events that are outside of Our control.)
18.1 We will not be liable for any failure or delay in performing Our obligations where that failure or delay results from any cause that is beyond Our reasonable control. Such causes include power failure, failures in the network by third parties, strikes, lock-outs or other industrial action by third parties, riots and other civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism (threatened or actual), power disruptions, failures in the network, acts of war (declared, undeclared, threatened, actual or preparations for war), epidemic or other natural disaster, or any other event that is beyond Our reasonable control.
18.2 If any event described under this section 18 occurs that is likely to adversely affect Our performance of any of Our obligations under these Terms and Conditions:
(a) we will inform you as soon as is reasonably possible; and
(b) our obligations under these Terms and Conditions will be suspended and any time limits that We are bound by will be extended accordingly.
18.3 We will inform you when the event outside of Our control is over and provide details of any new dates, times or availability of Services as necessary.
19. Cancellation period
(The breakup clause!)
19.1 In addition to your other rights under these Terms and Conditions, you may cancel:
(a) your order at any time at no cost before We confirm the installation date (which will terminate the Contract as well) or where the Services do not require installation, any time before the Service Start Date; or
(b) the Services within 14 days of the Service Start Date.
19.2 We may cancel your order at any time before installation due to the unavailability of required personnel or materials, where We are unable to install the Services at your property or due to the occurrence of an event outside of Our reasonable control. If such cancellation is necessary, We will inform you as soon as is reasonably possible.
19.3 If you cancel the Services during the cancellation period under (b) above, you must pay for any Services received or any installation or charges in connection with the Services and return any Equipment to Us as detailed in the "Equipment" section above.
20. Ending the Contract or suspending the Services
Your rights to end the Contract
20.1 In addition to the rights outlined in section 19 above, you may cancel the Contract:
(a) during the Minimum Contract Term, you can do so by giving Us at least 30 days written notice at any time. Unless specifically stated otherwise in our Policies, you will be invoiced for the remaining term unless you choose to pay a one-off early termination fee;
(b) on or after expiry of your Minimum Contract Term, you are free to cancel the Services at any time by giving Us at least 30 days written notice and your Contract will end at the end of the 30-day notice period;
(c) during your Minimum Contract Term where you are moving homes and We do not provide Services to the new address by giving Us at least 30 days' written notice. If we do not supply the Services to your new address, we will waive the early termination fee. If you are moving home and We provide Services to that address then We can simply continue to provide Services under the ambit of the original Contract but at the new premises; or
(d) on written notice (including during your Minimum Contract Term) if We:
(i) fail to resolve any breach of a significant term of the Contract within 30 days of notification from you;
(ii) notify you that We are unable to provide the Services due to an event outside Our control; or
(iii) make a change to the Services or the Contract as referred to in section 22 below and you have a right to terminate.
20.2 Termination of the Contract within the Minimum Contract Term (other than when We are at fault) may be subject to an early termination fee. Details of the early termination fees can be found outlined in section 20.1.
Our rights to end the Contract or suspend the Services
20.3 Once We have begun providing the Services, We may suspend or cancel the Services and/or the Contract:
(a) at any time by giving you 30 days’ written notice;
(b) immediately on written notice if:
(i) you fail to make a payment within 30 days following a reminder to do so (this does not affect Our right to charge interest on overdue sums);
(ii) you cancel your direct debit;
(iii) you are declared bankrupt;
(iv) you fail to remedy a breach of a significant term of the Contract within 30 days of Us asking you to do so in writing. For example, this may include using the Services or Equipment for business or illegal purposes or outside the scope of the permitted use of any Acceptable Use Policy;
(v) We no longer provide the Services to customers;
(vi) We are no longer authorised to provide the Services; or
(vii) We are required to by the emergency services or other government or administrative authority.
20.4 We may also suspend the Services or your access to the Services:
(a) as a result of an emergency, a security incident or to prevent the spread of a virus on the Equipment or network, or any other issue posing a risk to other customers;
(b) where there is a delay in you sending Us information or taking action required for Us to provide the Services;
(c) where We need to carry out repairs, maintenance or improvement works (in which case We will provide you with as much notice as possible); or
(d) where We encounter a technical problem and We may need to suspend the Services in order to resolve the issue. Unless the issue is an emergency and requires
immediate attention, We will inform you in advance in writing before suspending the Services.
20.5 If the Contract is ended by Us and you have made any payment to Us for any Services We have not provided, these sums will be refunded to you as soon as is reasonably possible, and in any event within 14 calendar days of Our cancellation notice. If the Contract is ended and We have provided Services to you that you have not yet paid for, the sums due will be deducted from any refund due to you or, if no refund is due, We will invoice you for those sums and you will be required to make payment in accordance with this Contract.
20.6 Where We suspend or cancel the Services or the Contract We will normally provide 14-days' notice before doing so, and We will try, where possible, to find a solution to any issues. However, this notice period may not possible where suspension or cancellation is required due to an emergency, security issue or an issue posing a risk to other customers.
20.7 At the end of the Contract or cancellation of the Services (either by you or Us), you are responsible for returning the Equipment to Us as set out under "Equipment" above.
21. End of the Contract
21.1 On expiry or termination of the Contract, your access to the Services and the Equipment will end. We will automatically switch off such access.
Transferring your number to a new provider
21.2 For our VoIP customers, unless you agree otherwise you may request to transfer your phone number to a new provider up to a month after your phone line Services expires or terminates. You can do this by contacting Us using the contact details below.
22. Changes to the Contract, Our Services or prices
(What changes can be made and when.)
Changes you can make
22.1.1 If you wish to change your order or the Service provided or add any further Services after We start to provide the Services, or to switch to one of Our different services or packages, you should contact Us using the contact details in these Terms and Conditions and We can discuss new contract terms.
22.1.2 Unless specifically specified otherwise in our Policies, during the Minimum Contract Term, you are unable to downgrade any Services. You will need to wait until the end of the Minimum Contract Term to downgrade the Services or cancel your existing Contract (subject to early termination fees).
Changes We can make
22.1.3 We may make changes to the Contract (including these Terms and Conditions) or the Services during the Contract (including the Minimum Contract Term).
22.1.4 If We do make any changes We will provide you with at least 30 days' notice by email or post of the proposed changes (unless such changes are strictly required by law or are solely for your benefit). Where these changes are to make Our terms clearer or easier to understand, or if such changes are to your benefit, We will not always provide this notice.
22.1.5 If We fail to inform you of any material changes, or if such changes are not to your benefit, you may cancel the Contract on 30 days' notice to Us. If you do so, You will need to pay any usage up to the date you cancel, but You will not be required to pay charges for the remainder of the Contract or any early termination charges.
Price
22.1.6 Whilst Our prices may change for Our Services at any time, any changes will not take affect against the price for the Service provided during the Minimum Contract Term.
22.1.7 At the end of your Minimum Contract Term, if you continue to use Our Services, the price will change to the then-current price for the Services as advertised on our website. If you wish to cancel your Contract, please see the Cancellation section above.
23. How to get in contact with us
(Our contact details.)
23.1 At Voneus, We want to help with any questions, issues or complaints you may have as soon as possible and have dedicated teams set up to assist you.
23.2 You can contact Us using the following details:
• For general queries, please contact Our helpdesk at 0333 880 4141 or email Us at helpdesk@voneus.com;
• For any technical issues, please contact Our helpdesk at 0333 880 4141 (select option 2) or email Us at helpdesk@voneus.com;
• For Billing, please call Our Finance Team on 0333 880 4141 (select option 4) or email Us at finance@voneus.com;
• For Installation Queries and Issues, please email Us at scheduling@voneus.com; or
• For Queries about Our Build Work, please email Us at complaints@voneus.com.
24. Complaints
(Where to tell Us what's on your mind.)
24.1 We always welcome feedback from Our customers and, whilst We always use try to ensure that your experience as a customer of Ours is a positive one, We nevertheless want to hear from you if you have any cause for complaint.
24.2 All complaints are handled in accordance with Our Complaints Code available here.
24.3 If you wish to complain about any aspect of your dealings with Us, including, but not limited to, these Terms and Conditions, please contact Us using the contact details above or as set out in the Complaints Code.
25. Other Important Terms
(More legal talk…)
25.1 We may transfer (assign) Our obligations and rights under these Terms and Conditions (and under the Contract, as applicable) to a third party (this may happen, for example, if We sell Our business). If this occurs, you will be informed by Us in writing. Your rights under these Terms and Conditions will not be affected and Our obligations under these Terms and Conditions will be transferred to the third party who will remain bound by them.
25.2 You may not transfer (assign) your obligations and rights under these Terms and Conditions (and under the Contract, as applicable) without Our express written permission.
25.3 The Contract is between you and Us. It is not intended to benefit any other person or third party in any way and no such person or party will be entitled to enforce any provision of these Terms and Conditions.
25.4 If you want to give Us notice, you must do so by contacting Us using the details above or contact Our finance team directly at finance-inbox@veonus.com.
25.5 If We need to give notice to you, this will be via Our website, email or post using the details We have for you on Our system. You should let Us know if these details change during the Contract. Any notice given via a website update or by email shall be deemed to be received on the day of transmission. Postal notices will be deemed to be received two working days after being sent.
25.6 If any of the provisions of these Terms and Conditions are found to be unlawful, invalid or otherwise unenforceable by any court or other authority, that / those provision(s) shall be deemed severed from the remainder of these Terms and Conditions. The remainder of these Terms and Conditions shall be valid and enforceable.
25.7 No failure or delay by Us in exercising any of Our rights under these Terms and Conditions means that We have waived that right, and no waiver by Us of a breach of any provision of these Terms and Conditions means that We will waive any subsequent breach of the same or any other provision.
25.8 The following sections of the Terms and Conditions will continue to apply after the Contract expires: section 6 (Price and Payment), section 17 (Our Liability), section 24 (Complaints), section 20 (Ending the Contract or suspending the Services), section 25 (Other Important Terms) and section 26 (Governing Law and Jurisdiction).
26. Governing Law and Jurisdiction
(As decreed by the King!)
26.1 These Terms and Conditions, the Contract, and the relationship between you and Us (whether contractual or otherwise) shall be governed by and construed in accordance with the law of England & Wales. Any claims under the Contract or between Us will be brought in the English courts.
Glossary
Acceptable Use Policy which sets out the usage restrictions for Our Services and may be updated from time to time. It can be found here.
Additional Charges page means the list of additional charges applicable to our Services as set out at www.voneus.com/additional-costs.
Contract means the contract between you and Voneus which includes these Terms and Conditions, together with your order documents and the legal documents incorporated into these Terms and Conditions.
Equipment means any equipment We provide to you to enjoy the Services including routers, mesh nodes, phones and cabling.
Minimum Contract Term means the minimum period specified in your order confirmation that you have agreed for Us to supply you with Services for, starting from the Service Start Date. Unless you are told otherwise, the Minimum Contract Term is 24 months.
Non-Standard Installation means installation which We consider to be non-standard due to the works involved (for example, a longer than average driveway).
Policies means our policies which apply to the Services, including our Acceptable Use Policy and Switching Policy, which can be found at www.voneus.com/legal.
Service Start Date means (i) the first date Services are available for you to use after installation (either by you or us); (ii) where no installation is required, the date that the Services are activated (i.e. for when you upgrade the Service).
Services means Our services provided to you which, depending on your order, may include broadband services, VoIP services and mesh/extenders.
Standard Installation means our standard installation service which we provide to customers.
Terms and Conditions means these terms and conditions as may be updated in accordance with the terms.