Terms and Conditions

2. Ordering Services

You can place an order with us in several ways. Once we receive your order, we’ll conduct a service availability check, credit search, and identity verification. If everything clears, we will process your order based on these Terms & Conditions, provided you are over 18 and the services are being delivered to residential premises in the UK (excluding Northern Ireland).

2.1   How to Order

You can place an order through our website, over the phone, by post, by filling out our order form. We may perform credit, age, and identity checks as part of the order process.

2.2   Order Confirmation

Once we’ve verified your identity and confirmed your home is within our service area, we will send you an order confirmation. It’s crucial you check the details in the order confirmation, as it will become a binding contract between us based on the information it contains.

2.3   Conditions of Order

By placing an order, you acknowledge and accept the following conditions:

2.4   Conflict of Terms

In case of any discrepancies between terms in different documents, the order of priority will be as listed in the definition of “Contract” in Section 1. For example, terms in the order confirmation take precedence over those in the contract information document.

4. Getting You Connected

4.1   We aim to get you connected as soon as possible, but this may require a physical installation of fibre and equipment. Since installations differ from one home to another, we cannot guarantee an exact activation date until all installation work is completed. Target installation dates are based on standard conditions; if non-standard conditions apply, we will advise you on the available options. We will use reasonable efforts to meet the target installation date, but please note that any target date is an estimate. We will notify you if there are any changes to the target installation date.

4.2   Our target installation date and associated installation fee are based on: (i) the assumption of a standard installation, and (ii) that you have obtained all necessary consents and permissions, as outlined in Section 5, prior to our accessing your home and property.

4.3   You agree that someone aged 18 or older will be present at your property during installation to facilitate our access and installation process. If no authorised adult is present, we may charge you a wasted visit fee.

4.4   If we fail to activate your fibre service by the target installation date, and the delay is not due to factors beyond our reasonable control (including your failure to meet your obligations), you may be entitled to claim a delay payment for each day the installation is delayed. If we do not install the fibre service within 2 calendar months of the target installation date, either you or we may terminate the contract.

4.5   If we schedule an engineer visit to install your fibre service and the engineer fails to attend the appointment without providing at least 24 hours’ notice, you may be entitled to a “failed visit credit” as outlined in the price book. However, we will not be held liable for any delays or failure to deliver the services.

4.6   If the contract is terminated under Section 4.4 or 4.5, we will refund any payments made up to the date of termination. This, along with any delay payments or failed visit credits, will constitute the full extent of our liability to you.

4.7   Non-Standard Installations

If, during the installation process, we determine that a non-standard installation is required—such as additional cabling, complex access arrangements, or specialised equipment—we will inform you of any additional charges or changes before proceeding. You will have the right to cancel the contract without incurring early termination charges or recoverable installation costs, provided you notify us within 5 working days of being informed. Upon cancellation, we will refund any payments made up to that date.

6. Our Equipment

The router and ONT (Optical Network Terminal/the equipment installed inside your home) are essential to the service. Any damage or interference with them can affect service quality. Please ensure the equipment is properly handled and follow our instructions. If you decide to leave our service, you are required to return the equipment in good working condition. You are responsible for ensuring any other equipment you connect is compatible with our network.

6.1   Any equipment we provide remains the property of us or our suppliers unless stated otherwise in your order. You are responsible for maintaining the equipment, ensuring its safety, and following our usage instructions. Specifically, you must: (i) Keep the equipment safe and secure. (ii) Not remove, relocate, tamper with, or allow anyone else (except us or our contractors) to do so. (iii) Ensure that antivirus software and settings are active. (iv) Notify us promptly if the equipment appears faulty or damaged. (v) Not remove or deface any identifying marks on the equipment.

6.2   It is your responsibility to set up and maintain any parental controls on the equipment (if applicable)

6.3   Dead on Arrival Equipment (DOA)

If your equipment (such as the router) is found to be non-functional upon delivery, you may complete our online DOA replacement form. Once submitted, we will arrange a courier to deliver a replacement unit within 24 hours (excluding weekends and bank holidays). This is a swap-out service and there is no cost to you. To receive the replacement, you must return the DOA equipment by handing it to the courier at the time of delivery. If the original item is not returned, we reserve the right to charge the full replacement cost.

6.4   Equipment Fault During Contract

If equipment develops a fault during your contract term, please notify us immediately. We will carry out a remote diagnostic and, if necessary, send a replacement unit along with a prepaid return envelope. There is no charge for the replacement as long as the faulty item is returned to us within 14 days. If you do not return the equipment within this timeframe, or if it is returned with missing or damaged parts (e.g. power cables), we may charge you the full replacement cost or the individual part cost (e.g. power cables typically cost £10).

6.5   Equipment Return at Contract End or During Cooling-Off Period

If you cancel your contract during the cooling-off period or at the end of your service, you must return all equipment in good condition. A Royal Mail prepaid returns bag will be provided to you, and you will not be charged for the return shipping. However, if you fail to return the equipment within 14 days of cancellation or return it damaged or incomplete (e.g. missing cables), we reserve the right to charge you the full replacement or repair cost, as outlined in our price book.

6.6   Use of Refurbished Equipment

We may supply refurbished routers as part of our commitment to sustainability and reducing electronic waste. All the refurbished equipment is fully tested and certified to meet our performance standards, ensuring high quality and reliable service. This approach helps reduce environmental impact without compromising your service quality.

6.7   Ownership and Environmental Responsibility

All equipment supplied by Orbus UK remains the property of us or our suppliers unless otherwise stated. By accepting refurbished items and returning your old equipment when requested, you help support our reuse and recycling initiative, ensuring devices are responsibly processed at the end of their lifecycle.

Your Equipment

6.8   You are responsible for ensuring that any equipment you use to access or consume the services (e.g., PC, tablet, laptop, TV) is compatible with our equipment and services and complies with applicable laws. Our services do not include providing advice on integrating, configuring, or ensuring the compatibility of your equipment. If you cannot access the services due to compatibility or configuration issues between your equipment and ours, we are not responsible and will continue to charge you for the service once activated.

6.9   If you contact us for support and the issue is related to your equipment, we will inform you of this. In such cases, we may not be able to resolve the issue, and you may incur charges for support services, or we may suspend support until any compatibility issues are resolved.

6.10   We will make reasonable efforts to place the equipment where you want it, but technical limitations or service quality concerns may prevent this. If additional work or equipment is required, you can either accept the extra installation charges or terminate the contract. If the contract is terminated, you will be liable for any outstanding charges, including early release fees. If you decide to proceed with the installation in a location we’ve advised against, we will not be liable for any failure to meet the minimum speed guarantee.

8. Using the Services

The services are intended for personal use only, including working from home. You must not use the services for illegal or malicious purposes. If we suspect misuse, we may investigate and, if necessary, disconnect your service.

8.1   The services are for use by you, your household members, and your guests.

8.2   The services cannot be used to run a business from your home, nor can they be used regularly by guests in place of their own home or office networks if they are using them for employment or business activities.

8.3   You must ensure that all devices connected to the service have up-to-date virus protection.

8.4   You must not use or allow others to use the equipment or services for the following:

8.5   If we believe you are misusing the services, we may suspend or terminate your connection, with no liability on our part.

8.6   If you misuse the service or equipment, you agree to cover all liabilities, losses, claims, and costs (including legal fees and the cost of service termination) that result from the misuse.

8.7   We or a third party acting on our behalf may monitor or record communications over the network to ensure security and prevent criminal activities.

10. Payment

Our standard payment terms apply. Installation and activation fees are due upon completion (only if applicable), and service charges are billed monthly in advance once your connection is live.

It’s important to provide accurate, up-to-date information for billing and account management. As the account holder, you are responsible for all charges, including those incurred by family members or guests, except in cases of fraud.

10.1   Payment due dates are listed in your order and confirmation. All service charges must be paid monthly in advance. If payment is not received on time, we may take the following actions:

10.2   We may require a deposit as a condition of service (e.g., if you fail a credit check) or for security purposes. If we use the deposit to cover outstanding charges, we’ll notify you. Any unused deposit will be refunded after contract termination and equipment return.

10.3   If you anticipate difficulty making a payment, please contact customer support to discuss options. If a bill remains unpaid without an agreed arrangement, we may report the missed payment to a credit reference agency, which could affect your future credit. Our payment and debt policy is available on our website.

Payment Methods

All monthly service charges will be collected by Direct Debit. By signing up, you authorise us to set up a Direct Debit using your nominated bank account.

In the event that a Direct Debit payment is missed, cancelled, or otherwise not received by us when due, we reserve the right to charge your original credit or debit card for the outstanding balance. This includes, but is not limited to:

You will be notified in advance of any such charges. It is your responsibility to ensure that valid and up-to-date payment details are maintained at all times. Outstanding bills can be paid via credit or debit card. If your direct debit is canceled or fails to clear, a payment handling fee will be charged as listed in the price book.

Service Changes

10.3   If we agree to modify your service (e.g. upgrades or downgrades as outlined in Section 11), any change in payment will be reflected in your bill either in the current or the following month, depending on when the change is processed.

Email Billing

10.4   You must provide and maintain a valid email address so we can send your digital bills. While we aim to ensure reliable access to our digital billing system, there may occasionally be brief periods when the service is unavailable. Please note that temporary access issues — whether due to email delivery problems, internet outages, or system maintenance — do not remove your responsibility to pay any amounts due by the required date.

Liability for Charges

10.5   You are liable for all charges associated with your account, including those incurred by others (e.g., family members or guests), whether or not you authorised them, except in cases of fraud. Anyone accessing your home or using your PIN/password will be assumed to have your permission.

10.6   You must keep your account information up to date, including banking and contact details, to ensure proper billing and account management.

12. Liability

Our liability is based on the commitments we each make and is designed to be balanced, reasonable, and proportionate. Since your use of the services and equipment is within your control, we will not cover any related loss. Certain losses and damages that we will not cover are listed, but anything outside those cases must be reasonably expected to occur.

12.1   Liability for Death or Injury

Nothing in this contract limits or excludes our liability for death or personal injury caused by our negligence or that of our agents, employees, or subcontractors; fraud or fraudulent misrepresentation; or any other matter for which it would be unlawful for us to exclude liability.

12.2   General Liability

Except for losses and damages listed in Section 12.5 (“Excluded Loss”) and for losses caused by events outside of our control or under your control (as per Section 12.3), we are only liable for losses that could reasonably have been anticipated when entering this contract, resulting from our failure to fulfill our obligations or duty of care to you. However, our liability is limited to the financial caps set out in Section 12.6.

12.3   Matters Outside of Our Control/Within Your Control

We are not liable for losses or damage you or anyone using the services or equipment experience due to:

12.4   External Causes of Service Degradation

We will not be liable for any degradation or loss of service due to factors outside our reasonable control, such as epidemics, pandemics, severe weather, war, terrorist activities, civil disturbances, or government actions.

12.5   Excluded Loss

We will not be liable for the following losses or damages:

12.6   Financial Limits

Our total liability to you for any loss or damage to physical property is capped at £100,000. For all other types of loss or damage under this contract, our liability is limited to £5,000 per incident or series of related incidents.

14. Ending the Contract or Services

You may end the contract during the cooling-off period, with 30 days’ notice at any time, or if we breach any key commitments. We may terminate the contract if you breach it seriously, if we are unable to provide the services (including if our supplier suspends or withdraws service), or if required by law. Depending on the circumstances, you may need to pay outstanding charges and early termination fees.

Your Rights to End the Contract

14.1   Termination with Notice

You can end the contract at any time by providing us with 30 days’ notice. Unless Section 14.2 applies, you will be required to pay the charges outlined in Section 14.6 (“Consequences of Ending the Contract”).

14.2   Cooling-Off Period or Changes

You may end the contract during the cooling-off period (clause 3.3) or for reasons stated in Section 11.2 (Changes) or 4.7 (non-standard installations). In these cases, you will not be liable for early termination fees or recoverable installation costs, as long as you follow the guidelines in the relevant sections, including any stated timeframes.

Your Rights to End an Additional Service

14.3   Cancellation of Additional Services

You can cancel an additional service within the cooling-off period (Section 3.3) without incurring an early termination fee. If you cancel an additional service, you will be responsible for all charges up to the termination date. All other services under your contract will remain active unless you are ending the entire contract under Section 14.2.

Our Rights to End the Contract

14.4   Termination by Us

We may end the contract at any time for the following reasons:

14.5   Ending an Additional Service

We may terminate an additional service at any time for reasons listed in Section 14.4 (i)–(v), treating references to “fibre services” as applicable to the relevant “additional service.” If we end an additional service, all other services under your contract will continue as agreed.

Consequences of Ending the Contract

14.6   Charges Upon Termination

If you end the contract as per Section 14.1 (“Your Right to End the Contract”) or if we end it due to Section 14.4 (i) or (iii) (“Our Right to End the Contract”), you must pay: (i) All charges for services up to the termination date. (ii) Early termination fees if the contract ends during the minimum period.

14.7   Remaining Obligations

After the contract ends, the provisions of Section 10 (“Payments”) and Section 6 (“Our Equipment”) will remain in effect until all outstanding debts (including for equipment repair or replacement) are paid and any equipment is returned. We (or a third party on our behalf) will notify you of any outstanding amounts and confirm once the debt is settled and your account is closed.

16. General Terms

This section addresses common legal and operational aspects of the contract, such as the transferability of the contract, subcontracting services, and how to file complaints.

16.1   Assignment of Rights

We may transfer, subcontract, assign, or novate any rights or obligations under this contract without your consent, though this will not affect your rights under the contract.

16.2   Transfer of Contract by You

You may not transfer the contract or any of your rights without our written consent.

16.3   Delay in Action

If we delay taking action or fail to act when you breach the contract, we still have the right to take action at a later time.

16.4   Notices to You

Notices under the contract will be sent to your billing address by post or email, or to the last known email address you provided. Notices will be considered received 2 working days after they are sent unless evidence suggests otherwise.

16.5   Notices to Us

Notices to us should be sent by post to Orbus UK, 113 Romford Road, London, United Kingdom, E15 4LY

16.6   Invalid Contract Terms

If any part of the contract is deemed invalid or unenforceable, the rest of the contract will remain valid.

16.7   Governing Law

The contract is governed by the laws of England and Wales.

16.8   Contact Methods

We will contact you using the contact details you’ve provided, typically via email, SMS, or phone.

16.9   Complaints

If you are dissatisfied with our services, we will strive to resolve the issue. If you remain unsatisfied, you can find information on how we handle complaints and access the ombudsman service in our customer complaints policy available on our website.

16.10   Promotional Offers

We may offer promotional deals from time to time, subject to additional terms and conditions.

16.11   Vulnerable Customer Support

We are committed to supporting vulnerable customers and those with accessibility needs. If you inform us of your circumstances, we can provide tailored support services, including accessible document formats. More details are available in our Vulnerable Customer Policy.

18. Acceptable Use

18.1   Our services are for your personal, private, and household use only. Using them for business or commercial purposes is not allowed—unless we’ve agreed to it in writing.

18.2   Use of our services should be fair and reasonable. Any usage that is excessive, disproportionate, or outside what we’d expect from normal personal use is not allowed.

18.3   What’s Not Allowed

Here are some examples of activities that go against this policy (this isn’t a full list):

18.3   What Happens If You Break the Rules

If we find that you’re not following this policy, we may take action without warning. This could include:

Let us know if you have any questions—we’re here to help!

Valid from 15 April 2025.