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Terms and Conditions

Broadband ADSL / SDSL

revision 2.1
15th January 2008

These Specific Terms and Conditions are to be read in conjunction with our Master Services Agreement. All definitions contained within these Specific Terms and Conditions have the same meaning as those set out in the Master Services Agreement.

1 THE SERVICES

1.1 The Broadband Service to which these Specific Terms and Conditions relate ("Broadband Services") provide you with high-speed access to the Internet. The Broadband Services will be provided to you at the premises specified in the Customer Application. Quoted speeds for each product specified by us refer to the maximum available download bandwidth. Upload bandwidth for the Broadband Service (excluding SDSL products) may vary up to a maximum of 832Kbps. For SDSL products, the maximum upload bandwidth will vary depending on the Service ordered.

2 COMMENCEMENT OF SERVICES

2.1 We need to do the following to be certain that we can provide you with the Broadband Services and before accepting your Customer Application:

(a) successfully complete a line test and survey; and

(b) successfully activate the Broadband Services.

If it is not possible to provide the Broadband Services because one of the above can not be completed successfully, we will notify you as soon as possible.

2.2 To enable us to provide the Broadband Services, certain equipment may need to be installed at your premises. Before accepting your Customer Application, we may give you some advice on any necessary preparation. You will need to provide a suitable location for any equipment which is purchased from us, or which you supply yourself, as well as the items listed at our computer specification page.

2.3 When the Broadband Services are being activated at your premises, you may lose your telephone service for up to two hours. This is because your existing connection needs to be adjusted to allow you to access the Broadband Services. We will endeavour to make any loss of telephone service as brief as possible.

2.4 We will use all reasonable efforts to activate the Broadband Services by the date notified to you following acceptance of your Customer Application, however it should be noted that all dates are estimates and we cannot guarantee that they will be met.

3 TRANSFERABILITY

3.1 Broadband Services are transferable between telecommunications lines where there is a change of property address and a new line is being installed.

3.2 Your Broadband User Name is not transferable on a telecommunications line that has not been enabled for Broadband by Gravity Internet.

4 PRODUCT REGRADES

4.1 Speed of service regrades between our range of Broadband services take between 1 and 5 working days to process from the order being received.

5 TERMINATION

5.1 You may end the Agreement at any time before the Service is activated and available for you to use, and:

    (a) a cancellation charge of £50 plus VAT applies for orders which have been processed and sent to BT; and

    (b) equipment purchased or provided by us to enable you to receive the Broadband Service must be returned at our request, in the pre-paid postage jiffy bag that we send to you, in accordance with instructions given in our RMA document here. Upon receipt of the completed document, we will refund you for any payment received from you for such equipment (where applicable).

5.2 Hardware Returns

    (a) Return of damaged or faulty goods

All routers supplied by Gravity Internet are covered by a one year warranty. Therefore, if goods have been damaged during delivery, or should you encounter a problem with the router within the period of one year from delivery, please follow the returns process below:

   1. Please contact Gravity Technical Support to report the fault 0844 586 1805. Technical Support will verify the fault and complete an RMA form on your behalf.
   2. You will receive a pre-paid, addressed jiffy bag for you to return the router to our supplier.
   3. From the time of notification, we will arrange for a replacement router to be delivered to you.

This does not in any way affect your statutory rights.

    (b) ADSL Activation Failures

In the case of an activation failure, please follow the returns process below:

   1. Please contact Gravity Technical Support on 0844 586 1805 to confirm the failure.
   2. Please complete and return a Return Merchandise Authorisation (RMA) document, which will be posted to you.
   3. You will receive a pre-paid, addressed jiffy bag for you to return the router to our supplier.
   4. Upon receipt of the equipment, we will issue a credit note.

Please note that returns due to ADSL Activation failures will only be accepted within 14 calendar days from the date to which you receive notification of activation failure.

(c) Return of not required goods (Cancelled Orders)

Should you decide that the router you have ordered is not suitable for your needs, or should you cancel the order, you are eligible to receive a credit note if you return the router within the first 14 calendar days from receipt of the equipment. The credit note will exclude a £7.50 return postage charge.

   1. Please contact Customer Services as soon as possible on 0844 586 1801 to confirm that you are cancelling the order / do not require the router.
   2. Please complete and return a Return Merchandise Authorisation (RMA) document, which can be obtained by clicking the following link: RMA Request Document
   3. You will receive a pre-paid, addressed jiffy bag for you to return the router to our supplier.
   4. Upon receipt of the equipment, we will issue a credit note.

Important

Returned goods should be returned to in the same condition that you originally received them, together with their original packaging. We reserve the right to recover compensation from you should the goods arrive with us in less than saleable condition or are damaged in any way.

In order to minimise any delay in dealing with your exchanged or returned item(s), please wrap the item(s) securely for transit, using the original packaging and remember to enclose your original despatch note (you may wish to keep a copy for your reference). All goods should be in the same the condition you originally received them. We would also recommend you include your address details on the package as the return to sender information.

This does not in any way affect your statutory rights.

5.3 Once the Broadband Services have been activated and are available for you to use, you may only end this Agreement by notice equal to the Minimum Cancellation Notice Period to expire on or after the Minimum Service Period.

5.4 If we or BT deem that your telecommunications line is not capable of supporting an ADSL service we reserve the right to terminate your ADSL Broadband Service immediately without notice and issue a refund for any Services not provided.

5.5 In the event that you cancel or change ownership of your BT telephone line, your Broadband Service will be terminated and any remaining Charges will become immediately due and payable.

6 GENERAL

6.1 We reserve the right to raise an 'Abortive Visit Charge' of £85 + VAT when entry to your premises is refused, or no access can be gained despite you having agreed that we or any other person may access your premises.

6.2 We reserve the right to raise a ‘Special Faults Investigation Charge’ of £144 + VAT when you report a fault, and an engineer visits your premises, and discovers that the fault is not a result of a failing or defect in the Broadband Services and/or the Equipment.

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