Contract Information
Wildanet Limited
Westbourne House
West Street
Liskeard
Cornwall
PL14 6BT
Ref: ORDER-PENDING
[Date]
To Customer Name
Some important things you need to know.
Contract Start
When you place an order with us, we will need to check your details and in particular, we need
to make sure we can provide the Service to your specific location before putting a contract in
place. This check may include a survey, and any engineering/civil work required to allow us to
install to your property.
When we receive your order, we will send you some important documents called the Contract
Summary and Contract Information Sheet. These documents summarise key details about the contract
such as your services, the equipment being provided, price, term, renewal and how you and we can
terminate the contract. Please read these documents carefully and store them safely for future
reference.
Your contract begins once you have signed it. This determines the services you have ordered and
the price of them. Once the Service is installed and activated, you have a 14-day cooling off
period. After this time, you are subject to the minimum contract term and will need to give us
30 days' notice to end your contract and may be subject to early termination fees.
We will take your first Direct Debit monthly payment once your installation is successful. If
you have any questions regarding the charges above, or you suspect any information may be
incorrect, you must contact Wildanet immediately so that we can amend any details accordingly.
We can charge interest if you pay late
If you do not make any payment to us by the due date, we may charge you interest on the overdue
amount at the rate of 6% a year above the base lending rate of Santander UK plc (or the maximum
amount allowed by applicable law) which Santander UK plc may change from time to time. If the
rate is negative, it will be deemed to be 0%. This interest shall accrue daily from the due date
until the date of actual payment of the overdue amount.
You must pay us this interest together with any overdue amount.
Increases in charges after the Minimum Commitment Term
We may increase your monthly subscription charge for the Service after the Minimum Commitment
Term by giving you at least one month's notice of this. When we email you to notify you that the
Minimum Commitment Term is coming to an end, we will tell you about any increase in the charges
(and about any other changes to the Service). If you do not agree to any of the changes, please
let us know. If we do not hear from you, we will assume that you want your contract to continue.
Increases in charges may be necessary to reflect market changes and inflation measured by the
Retail Price Index (For example a Retail Price Index increase of 2%, could mean your monthly
price of £40 would increase to £40.80) or may be relevant if you have benefitted from a discount
offer that reaches expiry. In this instance your price will increase to reflect RRP. Our
up-to-date consumer tariffs can be found at
www.wildanet.com/homebroadband
.
What happens next?
Service Start and End Date
The Service term starts on the Services Start Date and will continue until your Minimum
Commitment Term expires (usually 24 months from Services Start Date). This will be detailed on
your Contract Summary.
Installation
We will survey the outside of your property before confirming your installation (external access
only but could include your driveway/garden for example). You do not need to be present so we
will not book an appointment to do this in advance however, if you would like to be present
please contact us by email at [email protected] to arrange a time.
These details will be repeated in your order confirmation email.
Our standard installation fee will be shown on your order form. If as a result of the survey
mentioned above, or if we discover anything whilst installing the Service or if you have any
preferences which are outside our standard installation, then there may be additional charges to
pay. If there are further installation costs payable, we will contact you to let you know and
decide how you wish to proceed with your order.
You must ensure that you or someone aged over 18 is present who can provide information (for
example, about a problem) and make any relevant decisions. If nobody is available to attend on
the installation date, then you must contact us by giving us at least 2 days notice, otherwise
you may be subject to additional charges for our engineer's visit as stated within our Terms
& Conditions.
Additional assistance for customers with disabilities
Wildanet's engineers will offer additional assistance to customers with disabilities during the
installation and may attempt to help them with connection to their devices if they request and
agree to additional support.
What equipment is installed and where does it go?
Our engineers are highly skilled and will work out the best way of getting you great speeds with
minimum fuss. Depending on the method of installation the process will differ as explained
below:
Underground Installs
Stage 1: We will connect our network to your premises. We will identify and discuss the best
method to do this (e.g., soft garden dig or concrete dig) with you. Once confirmed, we will
mount our unit on the outside wall.
Any deviation to the proposed route may incur a cost to you which will be communicated with you
to decide how you wish to proceed with your order.
Stage 2: On the second appointment, Wildanet will install the ONT and Router which will link to
the unit on the outside of your property and then activate the Service.
Overhead Installs
For overhead installations, our engineers will run the cable from the external pole to your
house and then to the ONT. This can be done on the same appointment, unless our engineer finds
any issues which will be discussed with you on the appointment.
Wildanet work as neatly as we can and always try to ensure no damage to your property is caused
by us during the install, however, we are not responsible for the cost of repairing any
pre-existing faults or damage to your property that we discover while we work.
Once in place, you should not try to adjust or move Wildanet's equipment yourself as this
equipment remains our property at all times. Please contact us if Wildanet's equipment needs to
be moved, adjusted, or repaired and we will arrange a visit to do this. We are not responsible
for any loss or damage caused by you setting up, repairing, attempting to adjust, moving the
equipment yourself or authorising anyone other than Wildanet to do this on your behalf. There
may be charges if this occurs.
How quickly will you be live?
Usually, we can complete your installation on the appointment day/s. If we can't, our engineer
will explain why, and your details will be forwarded to our Customer Service department who will
contact you to re-arrange the appointment or discuss an alternative solution.
For example, we may need longer to install your Services due to:
Safety Issues: We take safety seriously (yours and ours). We will not undertake work if it is
not safe to do so.
Issues with equipment leading to your property not identifiable until point of connection (a
blocked duct for example).
Access consent: If your property requires consent for us to connect you (for example from a
landlord or planning permission from a local authority), these must be obtained by you in
advance.
When your install is complete, you are ready to start enjoying the benefits of full fibre
speeds. If you have any questions - please get in touch with us by emailing
[email protected].
Customer properties attached to a Wayleave
Any customer premises with an identified Wayleave attached will have a provisional installation
date of at least 3 months from the date of the Order. This allows time for us or you to obtain
the correct permissions from 3rd parties to complete the necessary work. If a Wayleave is
identified after the installation date above is secured, the installation date above may be
subject to change. In these cases, our Customer Service team will be in touch as soon as
possible to rearrange the appointment date.
If we cannot accept your order
In the unlikely event we can’t reach your property with our Service, we will notify you straight
away and you will not be charged. In this case the contract will not take effect.
Making Changes & Cancellations
You may change your mind and cancel the Service (and related equipment and setup services)
within 14 days from the day after Wildanet has installed and activated the Service. To end the
contract with Wildanet, please let us know by emailing us at [email protected]. Please have your
details to hand for our security checks, including name, home address, details of the order and,
where available, phone number and email address.
Once your contract is cancelled, we will switch off your Service and you must return the
equipment which was installed when the Service was set up. The equipment provided by and
installed by Wildanet is the property of Wildanet at all times and must be returned in
satisfactory working condition (Subject to inspection by Wildanet).
Changes in the first 14 days
You can change your mind and cancel your contract within 14 days from the day after you place an
order with us (Cooling Off Period). If you wish to do this, you must inform us within the
14-day period.
Once your contract is cancelled, we will switch off your Service and you must return the
equipment which was installed when the Service was set up.
Please note that if you cancel our Services within the Cooling Off Period and you have received
installation or surveys or even the Services within the Cooling Off Period at your request, then
you will have to pay for the installation equipment, and Services performed up to the date of
cancellation.
If you do not return the equipment provided by the date we agree with you, we will charge you
the full price of the equipment.
If you are entitled to a refund, then we will refund you for any charges (minus any deductions we
are entitled to make under these terms for example because the equipment returned to us is
damaged) by the same method you used for payment.
Changes after the first 14 days
Changing your Service package. If you wish to make a change to your Service package, please
contact us to discuss your requirements. If the change is possible, then we will let you know
about any other changes that may be necessary (e.g. charges, key dates, new Minimum Commitment
Term).
Changing your contract to someone else. You may only transfer your rights or your obligations
under these terms to another person if we agree to this, but we will not unreasonably withhold
our consent to this.
Moving home. If you move house during the Minimum Commitment Term, to an area in which we can
provide the Service, please contact us to request that your Service is moved to your new home
subject to the following conditions:
If you move to a property with an existing Wildanet connection, you may move your existing
Service to your new home. You may be subject to an installation fee which we will tell you about
when you contact us to tell us about your move.
If you move to an area where Wildanet provides Service, but the property is not currently
connected to our network, you may be charged our standard installation fee and may be subject to
excess installation fees. We will tell you about these when you contact us to tell us about your
move.
If you move to an area where we do not currently provide Service you may cancel the contract
with us. This may be subject to payment of an early termination charge if you are within the
Minimum Commitment Term. You must return any equipment provided for your Service(s). If you do
not return the equipment provided by the date we agree with you, we will charge you a minimum of
£75 for the equipment. The exact amount will depend on the range of Services you have been
provided and will be communicated in advance of payment being taken.
During the Minimum Commitment Term
Our prices are based on our customer’s signing up to our Services for the Minimum Commitment
Term explained to you during the order process. Therefore, if you wish to cancel your Services,
please contact us in the first instance to see if we can assist you. However, if you still do
want to cancel the contract during the Minimum Commitment Term (after the cooling off period)
you will be liable to pay for the Services for the remainder of the Minimum Contract Term. For
example, if you have 10 months remaining on your contract term and pay £30 a month you will need
to pay £300 to end the Services.
At the end of the Minimum Commitment Term
We will email you at least 40 days before the end of the Minimum Commitment Term to remind you
that this is coming to an end. You must give us one month's notice to terminate if you do not
wish to continue the Service.
If you have moved to a rolling 30-day contract (see section 3) you can bring it to an end at any
time by giving us at least one month's notice.
Our Commitment to You
Wildanet endeavours to deliver the best possible service to our customers but understand there
may be times when our service does not meet your expectations. If you are unhappy with the
service that you have received for any reason, please let us know so we can aim to resolve the
issue as swiftly as possible and to your satisfaction.
Wildanet's Complaints Policy & Process covers all our products and services provided to our
customers. You can view Wildanet's Complaint Process & Complaint Policy on our website. If
having followed the above process and we have not resolved the situation to your satisfaction,
you can contact the Ombudsman Services Communications via their website:
https://www.ombudsman-services.org/
.
Additional Information
Security
We may suspend your Service if there is an attack on the Services, or the Services are accessed
or manipulated by a third party without your consent, or you are in breach of our Acceptable Use
Policy.
Other relevant information
We do our best to make sure our Service is suitable for our customers' use, but unfortunately,
we are unable to guarantee that our VoIP telephone services will be compatible with any
third-party services including lifeline devices. It is the Customer’s responsibility to work
with their third-party provider to ensure their services are compatible with Wildanet's Service.
Voice services are delivered over the internet and will not work if there is a power cut or if
your internet fails. This means you will be unable to make 999 or emergency calls during the
power cut. You should ensure that you have an alternative way of making a phone call in an
emergency, such as via a mobile phone, as a backup to your voice service. Please also note that
text relay services are not supported by our PhoneLine+ service, it is therefore not suitable
for anyone that relies on these services.
The Final Checks
Attached to this confirmation are the full Terms and Conditions of your contract. Please read
through all documents carefully and let us know if you have any questions by emailing [email protected].
If you are happy with your Contract Summary and the T&C's please sign the signature form
sent via SMS to your mobile device.
Other relevant information
You can read the following documents for further information: Acceptable Use Policy, Fair Use
Policy, Privacy Policy, Terms & Conditions, Complaints Policy, Gigabit Broadband Voucher
Scheme & Reviews.
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© Wildanet Limited 2024. Westbourne House, West Street, Liskeard, Cornwall, PL14 6BT Registered
in England and Wales no 10586466. Members of RIPE.
