Westbourne House
West Street
Liskeard
Cornwall
PL14 6BT
© Wildanet Limited 2024. Westbourne House, West Street, Liskeard, Cornwall, PL14 6BT Registered in England and Wales no 10586466. Member of RIPE.
Wildanet Limited
Westbourne House
West Street
Liskeard
Cornwall
PL14 6BT
Ref: ORDER-PENDING
[Date]
To Customer Name
Some important things you need to know.
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.
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.
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 .
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.
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.
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.
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:
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.
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.
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].
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.
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.
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).
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.
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.
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.
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.
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/ .
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.
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.
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.
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.
Have you had a good experience with our team today? Why not write us a review?
© Wildanet Limited 2024. Westbourne House, West Street, Liskeard, Cornwall, PL14 6BT Registered in England and Wales no 10586466. Members of RIPE.
