Terms & Conditions.

These Terms and Conditions ("Terms") constitute a legally binding agreement between you ("Customer", "you", "your") and Olilo UK & Ireland Ltd. ("Olilo", "we", "us", "our"), a company registered in England and Wales (Company Number: 16352417). By placing an order or using our services, you agree to be bound by these Terms.

1. Definitions and Interpretation

In these Terms:

• "Service" means the broadband internet access and any related services provided by Olilo
• "Contract" means the agreement between you and Olilo for the provision of Services
• "Minimum Term" means the initial contract period, if applicable
• "Equipment" means any router, ONT, or other hardware provided by Olilo or our network partners
• "Network Partner" means third-party fibre network operators we work with to deliver Services
• "Charges" means all fees payable for the Services as set out in your order confirmation
• "Minimum Guaranteed Access Speed" or "MGAS" means the minimum download speed we commit to delivering under normal operating conditions, as stated in your order confirmation

2. Contract Formation and Acceptance

2.1. When you place an order through our website, you make an offer to purchase Services from us. We may accept or reject your order at our discretion.

2.2. A binding Contract is formed when we send you an order confirmation email.

2.3. We reserve the right to refuse service to any customer, including but not limited to cases where addresses are not serviceable, or previous accounts have outstanding debts.

3. Customer Information and Communications

3.1. You must provide accurate, complete, and current information when registering for Services, including your legal name, valid UK address, email address, and contact telephone number.

3.2. You must be at least 18 years of age to enter into this Contract.

3.3. You must maintain a valid email address and keep your contact details up to date. We will send all contractual communications, bills, notices, and service updates to your registered email address.

3.4. Multi-factor authentication (MFA) is mandatory for account security. You are responsible for maintaining the confidentiality of your account credentials.

3.5. We operate as an online-only service provider. Customer support is provided via:

• Email support
• Online support portal
• Community forums
• Discord community channels

3.6. All support is via the channels listed in 3.5.

3.7. Your personal data will be processed in accordance with our Privacy Policy and applicable data protection legislation.

3.8. We are committed to providing accessible support for customers in vulnerable circumstances. If you require additional assistance due to age, disability, mental health, or any other personal circumstance, please notify us via our support channels and we will make reasonable adjustments to how we communicate and support you. This may include alternative communication formats or additional patience with response timescales.

4. Service Provision and Installation

4.1. Services are subject to availability at your address. We will confirm availability before accepting your order.

4.2. Installation dates are estimates only. We will use reasonable endeavours to meet the estimated installation date but are not liable for delays caused by Network Partners, third parties, or circumstances beyond our control.

4.3. You must provide reasonable access to the installation address and ensure any necessary permissions from landlords or property owners are obtained.

4.4. Equipment remains the property of Olilo or our Network Partners and must be returned in good condition upon termination of Services if provided.

4.5. You are responsible for any damage to or loss of Equipment. Replacement costs will be charged to your account.

4.6. Prior to or at the point of sale, we will provide you with your:

• Estimated Access Speed (the speed you can typically expect);
• Minimum Guaranteed Access Speed ("MGAS") - the minimum download speed we commit to delivering under normal operating conditions; and
• Maximum Access Speed achievable on your line.

These speeds will be confirmed in your order confirmation. If your actual download speed falls persistently below your MGAS (as defined by Ofcom's Broadband Speeds Code of Practice), you must notify us so we can investigate and attempt to resolve the issue. If we are unable to restore speeds to at or above your MGAS within 30 days of your notification, you will have the right to terminate this Contract without incurring any early termination charge.

5. Charges and Payment

5.1. All Charges are stated in pounds sterling (GBP) and include VAT at the applicable rate.

5.2. Monthly Charges are payable in advance by Direct Debit or other payment method as agreed.

5.3. Your first bill may include a pro-rata charge from your activation date to the end of your first billing period.

5.4. Pricing during your Minimum Term is fixed as set out in your order confirmation. We do not apply mid-contract inflation-linked or annual price increases during your Minimum Term. Any changes to pricing are governed by Section 21 of these Terms.

5.5. If you fail to make payment when due:

• We may suspend or terminate your Services
• You will be liable for any costs incurred in recovering the debt
• We may report the debt to credit reference agencies in accordance with applicable laws

6. Referral Programme (When Available)

6.1. When launched, our Referral Programme will allow customers to earn service credits by referring new customers.

6.2. Referral credits are:

• Non-refundable and non-transferable
• Cannot be exchanged for cash
• Forfeited upon termination of your Services
• Subject to fair use policies

6.3. Misrepresentation of the Referral Programme or fraudulent referrals will result in forfeiture of all credits and may result in termination of Services.

6.4. We reserve the right to modify or terminate the Referral Programme at any time with reasonable notice.

7. Network Partners and Third-Party Services

7.1. We provide Services using infrastructure owned and operated by Network Partners including but not limited to CityFibre, Openreach, Freedom Fibre and other wholesale fibre network operators.

7.2. Certain service requests (engineer visits, fault investigations, infrastructure work) require coordination with Network Partners and may be subject to their timescales and policies.

7.3. We will act as your point of contact and liaison with Network Partners but cannot be held liable for delays or failures caused by third parties.

7.4. Charges imposed by Network Partners for specific services will be passed through to you at cost, as detailed in Section 8.

8. Additional Charges

8.1. The following additional charges may apply and will be added to your account when incurred:

8.2. All additional charges include VAT at the applicable rate.

8.3. We reserve the right to amend these charges with 30 days' notice.

9. Service Availability and Faults

9.1. We will use reasonable endeavours to provide uninterrupted Services but do not guarantee that Services will be fault-free or continuously available.

9.2. Service interruptions may occur due to:

• Network maintenance (planned or emergency)
• Infrastructure failures
• Third-party network issues
• Force majeure events
• Equipment failure

9.3. You must report faults to us promptly and cooperate with reasonable troubleshooting requests.

9.4. If Services are unavailable due to a fault on our network or our Network Partner's infrastructure, you may request a pro-rata credit for the period of complete loss of service, calculated as follows:

Credit = (Monthly Charge ÷ Days in Month) × Days of Complete Outage

9.5. To claim a service credit, you must contact us within 14 days of service restoration.

9.6. We are not liable for:

• Intermittent service degradation
• Loss of earnings, business, profits, or opportunities
• Consequential or indirect losses
• Faults caused by your equipment or configuration
• Issues beyond our reasonable control

9.7. Our maximum aggregate liability for service credits in any 12-month period shall not exceed the total Charges paid by you in that period.

10. Acceptable Use Policy

10.1. You must use the Services lawfully and in accordance with this Acceptable Use Policy.

10.2. You must not use the Services to:

• Engage in illegal activity or transmit illegal content
• Send spam, unsolicited communications, or engage in phishing
• Distribute malware, viruses, or malicious code
• Infringe intellectual property rights
• Engage in network abuse, including DDoS attacks or port scanning
• Resell or redistribute Services without our written consent
• Interfere with other users' use of the Services
• Circumvent usage limits or security measures

10.3. We reserve the right to monitor network traffic for security and performance purposes and to investigate suspected breaches of this policy. Such monitoring will be automated, proportionate, and limited to what is reasonably necessary for those purposes.

10.4. If we reasonably believe you are in breach of this Acceptable Use Policy, we may:

• Issue a warning
• Suspend Services immediately
• Terminate the Contract with immediate effect
• Report illegal activity to law enforcement

11. Community Standards

11.1. Access to our community platforms (Discord, community forum) is a privilege, not a right.

11.2. You must conduct yourself respectfully and professionally when interacting with our staff and community members.

11.3. We have zero tolerance for:

• Abusive, threatening, or harassing behaviour
• Discrimination or hate speech
• Trolling or deliberate disruption
• Sharing of personal information without consent

11.4. Breach of community standards may result in:

• Removal from community platforms
• Restriction of support access
• Termination of Services

Where such behaviour materially impacts our staff, operations, or other customers.

12. Contract Duration and Termination

12.1. Unless otherwise specified in your order, the Contract continues on a rolling monthly basis. Where your Contract continues on a rolling monthly basis, you originally joined on that basis (rather than moving to rolling after completing a Minimum Term), and your service is delivered over an Openreach, Trooli, or MS3 network, a cessation charge of £60.00 will apply if you terminate or disconnect the Service within the first 12 months of your service start date. This charge does not apply if you cease after 12 months have elapsed from your service start date. This charge is levied by our Network Partner and passed through to you at cost with no markup.

12.2. If you terminate the Contract before the end of your Minimum Term, an early termination charge ("ETC") will apply, calculated as:

ETC = Monthly Charge × Number of Complete Months Remaining in the Minimum Term

Your specific ETC at any given point in your contract will be clearly displayed in your customer portal. Your ETC at the time of ordering will also be stated in your order confirmation. No ETC will apply where you are terminating because:

• We have changed pricing in accordance with Section 21 and you have chosen not to accept the change;
• We have made a material change to these Terms and you have chosen not to accept it under Section 16; or
• Your access speed has persistently fallen below your Minimum Guaranteed Access Speed and we have been unable to resolve this within 30 days, in accordance with Section 4.6.

12.3. You may terminate the Contract by giving us 30 days' written notice via our online support channels.

12.4. Termination is not effective until we confirm receipt and process your request within a reasonable time. You must verify your identity via MFA before we can process termination.

12.5. Ceasing to use the Services or stopping payment does not constitute valid notice of termination. You remain liable for all Charges until termination is properly processed.

12.6. Upon termination, you must:

• Pay all outstanding Charges
• Return all Equipment within 14 days in good condition - if provided
• Forfeit any unused referral credits

12.7. We may terminate the Contract immediately if:

• You breach these Terms and fail to remedy within 14 days of notice
• You fail to pay Charges when due
• You breach the Acceptable Use Policy
• You engage in abusive behaviour towards our staff
• You become insolvent or bankrupt

13. Your Right to Cancel (Cooling-Off Period)

13.1. Under the Consumer Contracts Regulations 2013, you have the right to cancel this Contract within 14 days of the date the Contract is formed (the "Cooling-Off Period").

13.2. If you cancel during the Cooling-Off Period before Services commence, you will receive a full refund of any Charges paid.

13.3. If you request that Services commence during the Cooling-Off Period and then cancel, you will be charged a pro-rata amount for Services provided up to the cancellation date.

13.4. To exercise your right to cancel, contact us via our online support channels.

14. Limitation of Liability

14.1. Nothing in these Terms excludes or limits our liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Any liability that cannot be excluded by law

14.2. Subject to clause 14.1, we shall not be liable for:

• Loss of profits, business, revenue, or opportunities
• Loss of data or corruption of data
• Loss of anticipated savings
• Indirect or consequential losses

14.3. Our total aggregate liability under or in connection with this Contract shall not exceed the total Charges paid by you in the 12 months preceding the event giving rise to liability.

14.4. If you have subscribed to a Business Service package, including any Business Add-On, your service will be subject to a separate Service Level Agreement ("SLA") provided to you at the time of purchase and available in your customer portal. In the event of any conflict between these Terms and the SLA, the SLA shall take precedence in respect of business service provisions.

15. Force Majeure

15.1. We shall not be liable for any failure or delay in performing our obligations under this Contract where such failure or delay results from circumstances beyond our reasonable control, including but not limited to:

• Acts of God, flood, fire, earthquake, or other natural disasters
• War, terrorism, riot, or civil unrest
• Government action or regulation
• Strikes or industrial action
• Failure of third-party infrastructure or services
• Pandemic or epidemic

15.2. If a force majeure event continues for more than 60 days, either party may terminate the Contract by giving written notice to the other.

16. Changes to Terms

16.1. We may amend these Terms from time to time. We will provide at least 30 days' notice of material changes via email or account notification.

16.2. If you do not accept the amended Terms, you may terminate the Contract in accordance with Section 12.

16.3. Continued use of the Services after the effective date of changes constitutes acceptance of the amended Terms.

17. Complaints and Dispute Resolution

For detailed information about our complaints handling process, please see our Complaints Code of Practice.

17.1. If you have a complaint, please contact us via our online support channels. We will acknowledge your complaint within 2 working days and aim to resolve it within 8 weeks.

17.2. If we are unable to resolve your complaint to your satisfaction, you may be entitled to refer the dispute to our Alternative Dispute Resolution (ADR) scheme, the Communications & Internet Services Adjudication Scheme (CISAS), which is approved by Ofcom. You may refer your complaint to CISAS once eight weeks have passed since you first raised the complaint with us, or sooner if we issue you with a written "deadlock" notice. CISAS provides an independent and free dispute resolution service. Your right to use ADR is not affected by your continued use of the Services.

To make a complaint to CISAS, visit: www.cedr.com/consumer/cisas/make-a-complaint/

18. Data Protection and Privacy

18.1. We process your personal data in accordance with our Privacy Policy and applicable data protection legislation, including the UK GDPR and Data Protection Act 2018.

18.2. You have rights regarding your personal data, including rights of access, rectification, erasure, and portability. See our Privacy Policy for full details.

19. General Provisions

19.1. These Terms constitute the entire agreement between you and Olilo and supersede all previous agreements.

19.2. If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

19.3. No failure or delay by us in exercising any right shall constitute a waiver of that right.

19.4. You may not assign or transfer your rights or obligations under this Contract without our prior written consent.

19.5. These Terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

20. Promotional Offers

20.1. From time to time, we may offer promotional pricing, discounts, or incentives ("Promotional Offers") for our Services.

20.2. Promotional Offers are subject to specific terms and conditions which will be clearly stated at the time of the offer.

20.3. Unless otherwise stated, Promotional Offers:

• Are available for a limited time or to a limited number of customers
• Cannot be combined with other offers or promotions
• Are non-transferable and have no cash value
• May require you to remain a customer for a specified minimum period
• Will revert to standard pricing after the promotional period ends

20.4. We reserve the right to withdraw, modify, or extend Promotional Offers at any time without prior notice, except for customers who have already accepted an offer.

20.5. If you terminate your Services during a promotional period, you may forfeit any remaining promotional benefits unless otherwise stated in the specific offer terms.

21. Price Changes

21.1. Very rarely, if something outside our control massively increases our costs (like wholesale network pricing), we may need to review pricing. If that ever happens, we will:

• Be upfront about it
• Give you clear notice
• Let you leave without early release fees if you're not happy

22. Home Moves

22.1. If you are moving home you will need to end your existing contract with us (including paying any early release fees payable) before taking out a new one. We will need proof that you are moving home, such as your old and new tenancy agreements.

22.2. If you want to take services at your new home, we will try to make that happen but will need you to sign a new contract, which may require a new minimum period. You may also need to pay an activation fee at the new home.

22.3. If we are unable to provide services at your new property, you will be required to pay any early release fees you might owe when ending your contract related to your old home.

22.4. If you are moving home, please contact us as soon as you intend to cease services on your old property to enable us to discuss the options and, where possible, arrange services at your new address.

22.5. Please note that if your service is delivered over an Openreach, Trooli, or MS3 network, you originally joined on a 30-day rolling plan, and you are moving home within the first 12 months of your service start date, a cessation charge of £60.00 will apply when your service at your current address is disconnected. This charge does not apply if you have been with us for 12 months or more from your service start date, or if you moved to a rolling plan after completing a Minimum Term. It is a charge levied by our Network Partner, passed through at cost, and applies whether you are taking a new Olilo service at your new address or leaving entirely.

23. Contact Information

Olilo UK & Ireland Ltd.
Company Number: 16352417
Registered Office: Lancaster House, Amy Johnson Way, Blackpool, England, United Kingdom, FY4 2RP

For support and enquiries:
Email: support@olilo.co.uk
Community: discord.gg/olilo