Save9 Internet Service Terms and Conditions
Please take some time to read these terms and conditions. They provide important information about the internet services Save9 is providing you with. This includes how we may change a service, the agreement and the charges. The most important parts of the terms and conditions are explained in the Contract Summary (section 1) below. Any changes to these terms and conditions are summarised at the end of this document.
CONTRACT SUMMARY – common questions and important terms
What services am I getting?
We explain the details of the Save9 internet services, including the charges, in your sales order confirmation plus any follow-up messages and updates we may send to you from time-to-time.
What about technical help and support for my internet service?
We offer email support (Email: support@save9.com), SMS text message support (Mobile: 07418 369999) and telephone support (Telephone: 01723 817999) during normal office hours – this means we are only available Monday to Friday 9am to 5.30pm (not weekends, public holidays or bank holidays). For example – if you had a technical issue on a Saturday or Sunday – you would have to wait until the next working day for a response from our support helpdesk team.
How long does an internet service last and when does it start?
Each internet service will last for a minimum amount of time (the minimum term), which is set out in your sales order confirmation. We switch on a service on the service start date shown in your order confirmation. We start charging you from this date too.
If you change your mind, you can cancel a service as set out in clause 5 of these terms and conditions.
Only in some circumstances you can end a service early. We explain these in clause 10 of these terms and conditions. If you end a service during the minimum term, or if we end it early because you have done something wrong, you may have to pay us a charge. Unless you tell us not to, we’ll take this charge from the account you have given us details of, but we’ll give you reasonable notice first. For more information about charges for leaving early, read clause 13 of these terms and conditions.
Will the charges increase?
We have no plans to increase the amount you pay for your Save9 service but we do reserve the right to increase the monthly price once per year based on the annual percentage increase in the Consumer Price Index (CPI) rate of inflation. We may do this so the price increase takes effect in January of each year – but only after you have been a customer for 12 calendar months or more. In addition, we may increase the charges at any time if the UK Government changes the way it taxes businesses or if Ofcom imposes new regulations that have a financial impact on our business. Read clauses 20 and 21 of these terms and conditions for more details. If you change a service, you’ll pay the charge for the new service from the day we agree it starts.
How much notice will I get if you increase the charges?
We’ll tell you before we put the charges up. If we increase the charges (other than as a result of our annual Consumer Price Index (CPI) price increase), or make any other changes which put you in a significantly worse position, we’ll let you end a Save9 service without having to pay the higher amount or a charge for leaving early.
Will a service change?
It’s important you realise that we may change a service (including the equipment and service features), the charges and the terms and conditions of the agreement at any time (even during the minimum term).
In some cases, we’ll tell you first. If the change puts you in a significantly worse position and that can be clearly demonstrated to an independent Ofcom approved arbitrator, you’ll be able to end the agreement without paying fees for leaving early.
You may also be able to change a service by contacting us.
What happens if I buy a number of different services from Save9?
If we provide you with more than one service or item of equipment (for example, if you have more than one Save9 Wireless Internet, Save9 Fibre Broadband, Save9 Internet Telephony or Save9 Mobile service) you’ll have a separate agreement for each one (and possibly for different items of equipment). Make sure you read each agreement carefully. Although some of the terms are the same or very similar, each agreement has important differences.
Some of our services depend on each other. For example, you can only get Save9 Internet Telephony if you also have Save9 Broadband. If we or you end or suspend one service, we may need to end or suspend another. If that’s the case, we’ll tell you.
More information
You can read these terms and conditions, and our policies, at anytime by visiting www.save9.com/legal
Customers with disabilities can also contact us to request these terms and conditions in a more accessible format.
How to contact us
Phone us on 01723 817999. Calls are free for Save9 Internet Telephony customers, but are charged at your provider’s standard rate from other landline telephone services and mobile network operators.
We may record calls (including marketing ones) to help us with training and to prevent identity fraud.
Complaints
Our Customer Care Policy tells you how to complain. You can read more on this in our Customer Care Policy, a code of conduct for Save9 staff, at www.save9.com/home/contact-us/
Terms and conditions for the Save9 Internet service
You should read these terms and conditions carefully as they contain important information. Please also read our Privacy Policy at www.save9.com/privacy. It describes how we may use your personal information.
MAIN CONTRACT
The basics
1. Who we are: We’re Save9 Limited – based at 1A Newchase Court, Hopper Hill Road, Scarborough, North Yorkshire. YO11 3YS. We’re registered in England with company number 04351548. Everyone knows us as Save9.
2. What words mean: Some of the words and phrases in these terms and conditions have special meanings. Those words are explained below. They are printed in bold wherever they have the special meaning given below.
agreement – the legally binding agreement between you and us for each service. The agreement is made up of the following:
• These terms and conditions
• Our Tariff Guide
• Our Price List
• Sales Order Confirmations sent to you
• Our latest Privacy Policy (https://www.save9.com/privacy)
• Our latest Acceptable Use Policy (https://www.save9.com/acceptable-use-policy))
• Our latest Customer Complaints Code (https://www.save9.com/contact-us)
• The latest version of any other policy we tell you about
Address ID – the unique property identifier we confirm that your service is being delivered to.
Save9-owned equipment – any equipment which we own or is part of our network, or any equipment that belongs to our service providers, even though it’s in your property. It includes cables and sockets, the router (in the case of certain fibre broadband services) and any extra cabling or accessories we give you that doesn’t come with your Wi-Fi Router.
charges – the fees you pay for a service and any service feature, including the core charges, plus anything else you need to pay in line with the sales order confirmation, this agreement, our Tariff Guide or our Price List.
Code – (Communications Providers’ Voluntary Code of Practice for an Automatic Compensation Scheme) – the compensation scheme for service issues relating to residential fixed-line telephony and broadband services.
cooling-off period – the period from the date the agreement is made until 14 days after:
• the loaned equipment (if any) is delivered;
• the service start date; or
• the day you receive your order confirmation;
whichever is latest.
core charges – your service rental and the basic charges for monthly telephony calls package (if you are subscribed to this service) or your monthly broadband (or both), as shown in your sales order confirmation.
loaned equipment – the equipment we loan to you as part of a service (such as your wifi router or outdoor equipment), as shown in your order confirmation.
minimum term – any initial or later period you’ve agreed to pay for a service, as shown in your sales order confirmation.
non-return equipment charge – the charge applied to your account if you fail to return the loaned equipment at the end of the agreement. Sales Order confirmation – the Save9 document or email we send you after we accept your order for a service. It confirms important things like the description of a service, the minimum term and the charges.
service features – any products, features, benefits, ‘add-ons’ or extra services we provide on top of or as part of a service. Service features might have extra terms and conditions that you will have to keep to.
service start date – the date a service starts, as shown in your sales order confirmation (unless we tell you another date in a job ticket sent to you).
service renewal date – the date specified (or date calculated to be the end of the specified contract service period) as such in your sales order confirmation being, unless agreed otherwise in writing between the parties, the first anniversary of the service start date.
service – the Save9 broadband service or services (or both) that we are providing you with under the agreement, as shown in your sales order confirmation, on your invoices and online Save9 portals we may give you access to.
working days – Monday to Friday 9am-5.30pm, except bank holidays and public holidays.
3. What are these terms and conditions for?
a. These are the terms and conditions which apply when we provide you with a service and any related installation services (see clause 7a).
b. If we provide you with another service (e.g. SIP Telephony or Cloud Computing Services), you’ll have a separate agreement for each service. Please read each agreement carefully. Although some of the terms are the same or very similar, each service has important differences.
4. When a service starts and how long it lasts
a. Each service starts on the date shown in your sales order confirmation. Unless terminated in accordance with any of clauses listed below (item 4b.) this agreement will automatically be renewed either annually on each service renewal date or be renewed at the end of the specified contract service period if that is stated in your sales order confirmation.
b. Each service will last for at least the minimum term and will carry on after then unless:
• you end a service in a way set out in clauses 10a (ii), 10a (iii) 10a (iv), 10a (v), 10b, 10c; or
• we end a service in line with clause 11.
We might also agree a new minimum term during or after your initial minimum term (for example, if you take up one of our offers at the time). We’ll always tell you beforehand if there needs to be a new minimum term.
c. If you want to end a service before its minimum term has ended, or if we end it in line with clause 11, you may have to pay us a charge. Also, you may have paid a lower charge (or even nothing) for the equipment in return for taking a service for the minimum term. If this is the case, and you end the agreement early, we might need to charge you for that equipment. Take a look at clause 5c and clause 13 for details.
d. If you end a service and fail to return the loaned equipment within 60 days you will be charged.
5. You can change your mind
a. You can change your mind and cancel a service within the cooling-off period.
b. If we’ve already started providing a service, you’ll have to pay us the full cost of the service you’ve had (which means we won’t take into account any discounts or free offers) including:
• the charges for the service;
• anything you’ve used which isn’t covered by the charges; and
• any connection or activation fees.
c. If you cancel a service within the cooling-off period and we’ve provided you with loaned equipment for that service, the agreement won’t end until you’ve returned the loaned equipment.
The following will also apply:
i. You must return the loaned equipment to us within 14 days of cancelling a service. We’ll give you some pre-paid packaging for this or we will arrange with you to collect it.
ii. If you don’t return the loaned equipment within 14 days, you’ll have to pay the full cost of the loaned equipment.
iii. Once we get the loaned equipment back (or see evidence that it’s been returned), we reserve the right to charge you if we think the loaned equipment is worth less than its original value as a result of it being used or damaged.
The service
6. How you can use the service
a. Each service is just for you and inside your property for personal use (meaning that it should not be used for other trades, businesses or professions unless your service is described specifically as a “Business Package” on your sales order confirmation). You may not sell-on our Save9 Internet service to anyone else or allow anyone outside your property to use the Save9 Internet service. You’re responsible for how each service and the loaned equipment are used.
b. You agree that you’ll do the following in connection with each service:
i. Follow any reasonable instructions we give you and help us run our security checks or to troubleshoot a problem.
ii. Get any permission we need to provide a service in your property or to install anything for you.
iii. Tell us if you change your name, address, email address, mobile number, payment details or anything else we might need to know about.
iv. Do everything you can to keep any Save9 supplied username and password private and stop anyone else from using them. You should also keep your bill and account details safe from fraudsters.
v. Tell us straight away, and change your Save9 supplied password, if you think or know that someone else knows your Save9 supplied username and password.
vi. Use each service lawfully. That means you must not use it in a way that breaks any law, regulation or rule in force in England and Wales, Scotland or Northern Ireland (as appropriate).
vii. Not do anything which might have a negative effect on:
• our systems, networks, servers, brand, reputation or security;
• other customers’ services or equipment;
• other customers’ security; or
• any other person’s or business’s systems, networks or security.
c. Each service may have monthly usage limits unless you have an unlimited service package, as described in your sales order confirmation. If you go over any of these limits we’ll charge you for the extra usage. Details of those charges are shown in your sales order confirmation or emails that we send to you confirming any charges.
d. If we reasonably believe you’ve misused a service, or have let anyone else misuse it, you might have to pay us for any loss or damage we suffer as a result. There are more details about this in our Acceptable Use Policy at www.save9.com/acceptable-use-policy
e. If we assign you a phone number on our Save9 SIP telephony service, you agree that you don’t own that phone number and that you won’t transfer it to anyone else, or try to do so.
7. Setting up the service
a. If you need any loaned equipment installed, or if your internet services or broadband needs activating, we’ll agree a date for this with you. You must let us into your property if necessary.
Save9 Broadband Installation: if you order this installation service from us, we’ll install and connect a router (or Wi-Fi router), cabling and also an outdoor device to deliver your internet service.
Data Cabling Installation: if you ask us to install data cables for you, we will provide and install a data cable, up to a maximum length of 90 metres, between two points at your property. (The data cable may be tacked against walls, flooring and skirting boards, may be on both inside and outside of your property, and may end in a wall-mounted box or an outdoor communications device).
We might ask you to install some loaned equipment yourself. If we do, we’ll send you instructions to help.
b. If you need to change or cancel an appointment, you must tell us at least two working days beforehand.
c. We might charge you for installing loaned equipment or activating your internet services. If we do, we’ll tell you before you complete your order. You might also have to pay a fee to re-activate an existing internet service. We’ll tell you about this when you order. If installation work has already started, we won’t refund the installation charge. We’ll also charge you the installation charge if you prevent the installation from being done.
d. We can only install the loaned equipment if someone over 18, who can make decisions about where and how we install it, is at the property or can remotely authorise it.
e. On the day we install the loaned equipment, we might need to disconnect an existing internet or communications service for a while. If possible, please have a backup for making contact with emergency services.
f. If we need to change the agreed installation date, we’ll try to contact you at least two working days beforehand.
g. The network engineer won’t be responsible for connecting or removing any equipment and cabling that we haven’t provided (like a games console or Smart TV) however we may offer guidance and advice if asked to do so. You agree to take full responsibility for any actions you take as a result of this guidance or advice.
h. Drilling holes, nailing and affixing cables and equipment for service installation: unless notified in advance by the Customer in writing, Save9 is granted permission by the Customer to nail cable clips or drill holes externally and internally into the Customer’s Property for the installation of cables and equipment necessary for the Internet Service. This includes drilling into walls, window frames, door frames and the ground or floor irrespective of the material type and thickness.
• Customer Acknowledgement: the Customer acknowledges and agrees that drilling holes and the nailing of cable clips is an unavoidable part of the service installation process and that such drill and nail holes are not considered damage to the Property. The Customer further acknowledges and agrees that Save9 is not responsible for any pre-existing damage to the Property that may be uncovered during the drilling, nailing or affixing process.
• Responsibility for Damage: Save9 shall not be held liable for any damage to the Property that is reasonably caused by the drilling and/or cable clip nailing process, as long as such drilling is conducted in accordance with the terms of this Clause.
• Drilling, Affixing and Nailing Methodology: Save9 will use commercially reasonable efforts to minimise the number, size and location of the drilled holes and/or nail holes. All drilling and cable clip nailing will be conducted by qualified personnel using appropriate tools and techniques to ensure the structural integrity of the Property is maintained and that water ingress is intentionally avoided so far as is practically possible.
• We promise to fix any damage that we have caused: Save9 will at its own expense and using its own appointed sub-contractors repair any damage that it may accidentally cause to walls, furniture, fixtures, fittings, utilities or third-party services such as water pipes, electrical cables, telecommunications cables, sewage pipes, drainage pipes, waste water pipes, gas pipes or satellite antenna alignment. The Customer acknowledges that it does not reserve the right to appoint its own sub-contractors or tradesman to perform repairs or replacements due to accidental damage caused by Save9 or to pass on any incurred repair costs to Save9 without the company’s formal acceptance in writing prior to any such repairs or replacement works taking place.
• Letting us know about any damage we may have caused: within a maximum waiting period of five working days, Save9 agrees to respond to any Customer claim that the company has caused damage provided that the customer has reported the damage to Save9 in writing within two weeks of the installation date. The Customer agrees that Save9 reserves the right to perform an investigative survey at the Property following the Customer notifying us of any accidental damage and that the Customer notification must be made in writing to the company with an acknowledged receipt from the company. Save9 will confirm in writing if it accepts responsibility for any accidental damage reported subject to the investigative site survey. After a period of thirty days the Customer waives any rights to claim the company’s responsibility for Property damage and it is entirely at the discretion of Save9 to extend this waiver period as a gesture of goodwill due to unforeseen circumstances. Your statutory rights are not affected.
• Repair of Holes, Weather/Rust marks or Pressure marks from mounted brackets or service equipment: upon completion of the Service installation and on an agreed Service deinstallation date, Save9 shall, at its own expense seal any externally facing drilled holes that it previously made using outdoor weather-rated silicone sealant. Save9 will endeavour to present those sealed holes in a condition that is as good as or better than the condition that existed prior to the drilling, taking into account normal wear and tear from the holes also taking into account the natural result of weathering or pressure marks left by equipment and cabling affixed to a Property wall or structure over an extended period of time.
8. What we have to do for you
a. We provide each service, the equipment and installation work to the property location you give us. We may take instructions from a person who we have good reason to believe is acting with your permission.
b. We aim to provide a continuous, high-quality service using reasonable care and skill. However, due to the nature of each service and the equipment we use to provide it, we can’t guarantee that it’ll be available all the time.
c. Sometimes faults in our network affect a service. We’ll fix any faults as soon as we can. If there is a fault, read clause 14 which explains what you can do. If you report a fault, and we are unable to diagnose the problem remotely, we might send out an engineer to your property. This is free of charge if the problem is with our network. But if the engineer finds the problem is with your property wiring, your equipment, or our network has been damaged within the boundary of your property other than through fair wear and tear, you may have to pay for the engineer visit. We will tell you about this when we make the appointment.
d. Occasionally we might have to interrupt, change or temporarily suspend some or all of a service. That could be to maintain, upgrade or repair the network. If we do, we’ll try to get the network up and running again as quickly as possible.
e. In exceptional circumstances, we might have to do things to manage our network’s performance. At busy times, internet providers can slow down traffic on the network. This is called ‘traffic management’ and it’s a way of making sure you get the best possible service. We’re proud to say that our broadband packages don’t have any speed restrictions, other than the limitation of your agreed service package – e.g. Superfast 30Mbps, Ultrafast 100Mbps or Hyperfast 1Gbps. So, if you’re on one of our packages, you don’t need to worry about us slowing you down even at peak times.
f. If we know or believe that any of your devices have been infected by malware (software designed to disrupt or damage a computer system, such as a computer virus), or if any of your devices try to get access to a malicious website (a website that attempts to install malware) or send out masses of unsolicited email messages (‘spam’) we might take action. That might mean putting software onto our network to stop the spread of that malware or to prevent your devices from communicating over our internet service until you have resolved the issue.
g. We try to make sure anti-Malware, anti-virus software and other network security features we provide are effective. Please make back-up copies of your documents, photos and so on in case the originals are lost or corrupted.
Payments
9. Paying what you owe us
a. You must pay us the charges for each service, whether you use them or someone else does. You must pay us the charges for each service irrespective of whether they are used regularly or not.
b. We’ll normally bill you regularly and in advance for the period ahead. If we need to charge you for anything extra (for example, for going over any usage limit if one is included in your package), we may add those charges to a later bill.
c. If you want paper bills, just ask us and we’ll send them to you. We may charge you for paper bills, but we’ll tell you about the charge beforehand.
d. You must pay any bills as soon as you get them, unless we agree otherwise with you.
e. If you genuinely think we’ve made a mistake on your bill, tell us straight away. We won’t suspend or end a service while we look into the matter. You must pay the amount you agree that you owe.
f. If you don’t pay your bill on time, we’ll phone you or send you a reminder. If you still haven’t paid 10 days after the date of our reminder (or seven days if you pay once a month), we may add a late-payment charge to your next bill. You may also have to pay a failed-payment charge if a direct debit or cheque bounces because you don’t have enough money in your account.
g. If you don’t pay a bill, we won’t normally suspend or end a service until 28 days after the date your payment was due (or 21 days if you pay monthly). However, if this isn’t the first time that you haven’t paid a bill on time, we may suspend or end a service earlier.
h. If you don’t pay your bill, we may give your details, including your personal information, to a debt-collection agency and ask them to collect the money for us. If we do, you’ll have to pay an extra charge to compensate us. The charge won’t be more than the amount we have to pay to the debt-collection agency, who will add the charge to your debt. VAT will not be added to any extra charge we add to your bill.
We might also transfer your debt to any other business (in which case, your personal information will also be transferred) who may then try to recover the amount in a way it considers suitable.
This clause continues to apply after the agreement with us has ended.
Ending the service and this agreement
10. When you can end the service and this agreement
a. If you change your mind about a service, you can cancel the agreement during the cooling-off period, as explained in clause 5. You do not need to give a reason and you won’t have to pay a fee for leaving early (unless you fail to return the loaned equipment).
b. Other than in respect of any increase to the core charges or the charges as a result of our annual Consumer Price Index (CPI) price increase as described in clause 21b you can cancel the agreement at any time, by giving us 30 days’ notice, if we’ve increased the core charges, or if we’ve changed the charges (other than a core charge), a service or these terms and conditions in a way that significantly disadvantages you. In this case you won’t have to pay a fee for leaving early.
c. You can cancel the agreement at any time by giving us:
• 14 days’ notice, if you’re switching to another provider through an approved switching process; or
• 30 days’ notice, if you’re cancelling the agreement for any other reason.
If you’re within the minimum term, you may have to pay a fee for cancelling early.
d. You can cancel at any time if we break a significant term of the agreement. In this case you won’t have to pay a fee for leaving early.
e. You can cancel if you end a service as explained in clause 22a.
f. If you have regular or repeated, continuous or irregular faults with the Save9 internet service, or we agree that the standard of service you get is consistently below what you might reasonably expect, we may, after an individual assessment, let you end the agreement without paying a charge for leaving early. Please get in touch if you’d like to talk about this. Neither party can end this agreement early based on regular or repeated, continuous or irregular faults if you have not made Save9 aware of such faults and you do not have unique Save9 job ticket reference numbers that confirm multiple repeated faults have been reported by you in the past.
g. Save9 Broadband Service: If you’re regularly getting download speeds that are lower than we estimated in your sales order confirmation, and the service was activated more than 10 days ago, tell us and we’ll try to improve the speeds. If you’ve followed our instructions to fix the problem, but your download speeds still regularly fall short of the minimum guaranteed line access speeds you can end the agreement without paying a fee for cancelling early. This won’t apply if you’re renewing a contract for the service when you already know that speeds are lower than expected.
h. If you fail to return the loaned equipment within 60 days as outlined in clause 4d. We will charge you. This charge will be reflective of the condition of the loaned equipment and it having been kept in good condition and used in accordance with the agreement. The non-return equipment charge may be added to your bill or charged to a credit/debit card (or direct debit) you have provided us details of. Payment of the non-return equipment charge does not transfer ownership to you, the loaned equipment belongs to Save9 at all times.
11. When we may restrict, suspend or end a service
a. We may stop providing a service at any time by giving you at least 30 days’ written notice.
b. If you break or disconnect the agreement, we’ll normally let you try to put things right within a reasonable time. But we may limit, suspend (in part or fully) or end a service immediately if any of the following apply.
i. We have to end the agreement by law or in line with any regulation.
ii. We can’t provide a service (or part of it) any more, or we have suspended or restricted a related service.
iii. You break the agreement and don’t put things right in a reasonable time.
iv. You seriously misuse a service or break the agreement in a way that cannot be put right.
v. You or anyone else using a service act towards our staff or agents in a way which is unsuitable or serious enough to justify suspending or ending a service.
vi. You don’t pay for a service (as described at the end of clause 9g) or you pay in a way other than how we’ve agreed with you.
vii. You cancel your direct debit or online payment method and we haven’t agreed another way you can pay.
viii. We suspect fraud or any other unauthorised activity.
ix. It’s reasonable for us to do so to protect our network and maintain a high-quality service.
x. Your usage is significantly different to what we’d expect from the average customer.
xi. You significantly break any other agreement you have with us and don’t put things right within a reasonable time.
c. If we suspect there’s been, or is likely to be, a security incident, we may suspend your Save9 supplied username and password to protect your account. We’ll ask you to change your password before letting you log back in.
d. If we suspend or end a service, we’ll tell you what you need to do to restore it.
e. If you’re within the minimum term when we tell you we’ll end a service for any reason listed in clause 11b, you’ll have to pay a fee for leaving early in line with clause 13.
f. If we suspend or end a service for any reason listed in clauses 11b:
• we may charge a fee for starting a service again; and
• you may have to pay the charges for a service while it’s suspended, up until it ends.
g. If you break the agreement and we do not take action, we can still take action at a later date.
h. If you or we end a service, we’ll refund any amount you’ve paid upfront. But first we’ll take off anything you owe us in connection with that service or any other agreement between you and us.
12. When you get other services from us
a. Sometimes we can only provide you with a service if you also have one of our other services. If one service ends or is suspended, we might need to end or suspend the other. If that’s the case, we’ll tell you.
b. If you’re using any extra services for free, they may end on the day the agreement ends. We’ll tell you about this at the time.
13. Charges for ending the agreement early
a. You’ll have to pay us a fee for ending the agreement early if:
• you end a service during the minimum term, except in the circumstances listed in clause 13c below; or
• we end a service during the minimum term, in line with clause 11b.
b. loaned equipment: If you end a service during the minimum term, we may charge you the full price of the loaned equipment (except in the circumstances listed in clause 13c). For example, this may happen if we’ve given you a Wi-Fi Router and you don’t return it.
c. You won’t have to pay the fees and charges referred to in clauses 13a and 13b if:
• you end a service within the cooling-off period as shown in clause 10a;
• you end a service under clause 17b as a result of changes that significantly disadvantage you;
• you end a service under clause 10d as a result of us breaking a significant term of the agreement;
• you end a service under clause 10f as a result of faults with that service;
• you end the Save9 Broadband service under clause 10g as a result of consistently low broadband speeds;
• you end a service under clause 22a as a result of us moving you to another Save9 service; or
• you move property and we cannot provide a service at your new property location.
d. The compensation you will have to pay in respect of clause 13a is calculated as being equivalent to the total amount of charges you’d have paid if you stayed with us for the whole minimum term minus any costs we save from you leaving early.
e. The fees you will pay in respect of clause 13b is the non-return charge for the loaned equipment you have received.
If something goes wrong
14. What you can do when we don’t meet our promises
If you’ve had a problem with a service, you may have a few legal options. For more information, visit the website adviceguide.org.uk. Also, when we’ve caused the problem, you can ask us and we may do the following.
a. Apply a discretionary credit to your Save9 account when we’re excessively late in delivering your service.
b. Apply a discretionary credit to your Save9 account when we’re excessively late repairing your service.
c. Where we’re excessively late repairing a service fault you can ask us to extend your service renewal date to compensate for the lost time that you were without service.
15. What we’re not responsible for and limits on our liability
a. If our negligence causes death or personal injury, we accept responsibility and there is no limit to our liability. We also accept responsibility for our fraud, fraudulent statements or any other liability that the law does not allow us to exclude or limit.
b. We accept responsibility for loss of or damage to your physical property arising from our negligence. We’ll pay up to £100,000 in total for any one event or series of connected events arising in any 12-month period.
c. Apart from responsibility we accept under clauses 15a and 15b, the following apply.
i. Save9 SIP Telephony service: the most we’ll pay you for each service line affected in any 12-month period is £1,000. This applies unless only if the number transfer is delayed, in which case we’ll pay you a daily amount for up to one month.
ii. We won’t pay you more than a total of £1,000 in compensation in any 12-month period.
d. Apart from responsibility we accept under clause 15a and 15b, we’re not responsible to you for the following.
i. Any delay or failure caused by something beyond our reasonable control. This could be things such as lightning, flood, severe weather, fire, explosion, terrorist activities, epidemic, pandemic, riots, war, anything done by a government or other public authority, or strikes or other industrial action.
ii. You breaking the agreement.
iii. Any loss you suffer caused by you using a service in a way that breaks the agreement.
iv. Any commercial or businesses loss.
v. Any loss or damage caused by malware or the unauthorised use of a service on any of your devices.
vi. Any loss of, corruption of or release of data or information.
vii. Any failure of safety, security or other alarm systems due to incompatibility with our service, or any other reason which is not due to our fault or neglect.
viii. You using any equipment or hardware we haven’t supplied.
ix. Losses which we couldn’t reasonably have expected or which we couldn’t have considered when entering into the agreement.
16. Returning faulty equipment
a. If you think any of the loaned equipment is faulty, please tell us.
b. You must return any loaned equipment that you tell us is faulty, or which we tell you is faulty or needs to be fixed or replaced (for example, if the loaned equipment is out of date or needs an upgrade). We’ll give you pre-paid packaging to do this.
c. We may test any loaned equipment you tell us is faulty. If we find it isn’t faulty, we may return it to you or replace it.
d. If you haven’t returned any loaned equipment within 30 days of us giving you a replacement, we may:
i. interrupt or restrict access to any service you take from us until the loaned equipment is returned; or
ii. recover our costs for that loaned equipment.
Any replacement loaned equipment we send will be new or ‘as new’ (which is second-hand equipment we’ve refurbished).
Changes we may make
17. How we can change a service, service features, equipment, charges and terms and conditions of the agreement
a. We may change a service, service features, loaned equipment, charges and the terms and conditions of the agreement at any time for the reasons listed in clauses 18 to 21.
b. Subject to paragraph 17d below If we increase the core charges, or if we’ve changed the charges (other than a core charge), a service or these terms and conditions in a way that significantly disadvantages you, we’ll do the following.
i. We’ll tell you at least 30 days before the change, unless we can’t reasonably do that (for example, if the change is for legal or regulatory reasons, in which case we’ll give you as much notice as possible).
ii. We’ll give you the opportunity to give us 30 days’ notice to end that service without having to pay any extra charges or a fee for leaving early. But you’ll have to tell us that you want to do this within 30 days of the date of the notice that we send you.
c. We’ll either write to you about any other changes or advertise the change another way, such as on our website.
d. Any change to the core charges or the charges as a result of our annual price increase (as described in clause 21b) won’t give you a right to end the service without having to pay any increased charges or a fee for ending the service early.
18. Changes to a service, service features, equipment and terms and conditions of the agreement
We may change a service, service features, loaned equipment and terms and conditions of the agreement to do the following.
i. Make the agreement clearer or easier for you to understand or change it in another way that doesn’t significantly disadvantage you.
ii. Change, improve, update or add to a service, service features or loaned equipment you get (for example, if we increase the maximum upload speed for your Save9 Broadband, or add new types of services and tariff options to your SIP internet telephony plan).
iii. Introduce new services, service features or loaned equipment (for example, if we introduce a new SIP telephony calling feature or security product).
iv. Change your SIP internet telephony plan area code or phone number, or access numbers.
v. Change the way we structure our prices, charges, a service, service features or loaned equipment (for example, if we change the names of our products or services, their content or their descriptions).
vi. Add new service features (for example if we introduce a new security feature to your Save9 Broadband service).
vii. Add to or change the way we provide a service, service features or loaned equipment (for example, if we introduce new ways for you to receive Save9 Broadband.)
viii. Reflect changes to or developments in technology (for example, we may develop the way we provide a service, or introduce new ways to pay for a service, or develop and introduce new systems which give you a better service).
ix. Withdraw, replace or remove all or part of a service, a service feature or loaned equipment.
x. Make minor changes to technical specifications (for example, limits for transferring information associated with a service and the technology we use to provide a service to you.)
xi. Update, upgrade, improve or alter a service, service features or loaned equipment (for example, to fix bugs or faults, tackle security issues, improve software or equipment, change the way a service looks or improve how the loaned equipment works).
xii. Reflect a change in our ability to provide a service, service features or loaned equipment in a particular area (for example, if we increase our coverage somewhere).
xiii. Reorganise the way we manage or run our business.
xiv. Reflect any change to a law, code of practice, regulation, guidance or responsibility that applies to us.
19. Other changes to a service, service features, loaned equipment or terms and conditions of the agreement
Because we might provide a service to you for a long time (not just for the minimum term), and we can’t always predict the future, we may need to make changes for a reason not listed in clause 18. If we do, we’ll give you notice, and you may be able to end a service in line with clause 17b.
20. Changes to the charges
We may change the charges if:
• we change a service, service features, loaned equipment or the terms and conditions of the agreement as listed in clauses 18(i) to 18(xii);
• the cost of providing a service or service features increases (for example, the businesses we buy from increase their prices);
• the cost of running our business increases;
• we reorganise the way we run our business; or
• there’s a change in a law, code of practice, regulation, guidance or responsibility that applies to us (for example, if there’s a VAT increase).
21. Other changes to the charges
a. We might need to make changes to the charges for reasons other than those listed in clause 20. If we do, we’ll give you notice and you might be able to stop a service in line with clause 17b.
b. Each year, we reserve the right to make an annual price increase that may be applied to your charges (including any core charges). This annual price increase will be calculated by multiplying the charges by the Consumer Price Index (CPI) rate figure published by the Office for National Statistics in January of each year, and will take effect on your March bill date if you’re billed monthly; and on 31st March of that year if you’re billed quarterly and were not due to receive your usual quarterly bill in March. If the CPI figure is negative, there will be no change to the charges in the relevant year.
As an example – if a monthly subscription charge of £19 + VAT (£22.80 including VAT) went up by 5% then the extra cost each month would be 95p + VAT (£1.14 including VAT).
Moving between services, service features and loaned equipment
22. Moving between services
If we withdraw a service so you can’t carry on receiving all or part of it, (for example, if we change the number of service options available), we’ll move you onto our next best, or better, Save9 service. If we can, we’ll tell you at least 30 days’ before we do this. If we can’t, we’ll give you as much notice as possible. If the service we move you to has a higher charge, we’ll either let you end it without paying the charges described in clause 13 or we won’t charge you the higher charge for the rest of the minimum term.
After the minimum term, we’ll charge you the full price of the new service.
a. We may move you to a better service, service feature or equipment at no extra cost for a trial period. We’ll tell you at least 30 days’ before we do this. Unless you tell us not to, we’ll move you back to your previous service, service feature or equipment once the trial period has finished. You can tell us to end your trial period whenever you like.
b. You can choose to upgrade or change a service. We may apply a new minimum term or charge you an activation charge. Or we might let you carry over any minimum term you’ve got left on the agreement. We’ll tell you at the time if that’s the case.
Everything else
23. Equipment and software
We’ll tell you when you should get the loaned equipment, usually this is when your service is installed by a network engineer. You may be able to get other equipment from us at an extra cost. If there are any charges for equipment, we’ll tell you when you order from us.
a. The loaned equipment (except the software in it) belongs to us at all times. You must look after it and not dispose, damage, destroy or otherwise interfere with it unless we ask you to (for example, if we’re helping you fix a problem). If the loaned equipment is damaged other than through fair wear and tear, you’ll have to pay to fix or replace it. We recommend you insure it against loss, theft or damage for the full replacement value.
b. Payment of the non-return equipment charge does not transfer ownership, you must still return the loaned equipment. If the loaned equipment is returned within two years of the non-return equipment charge being levied, we will credit your account (or provide a refund at our absolute discretion) an amount corresponding to the condition of the loaned equipment allowing for reasonable wear and tear.
c. The Save9-owned equipment will always belong to us. You must look after it and not damage, destroy or otherwise interfere with it unless we ask you to (for example, if we’re helping you fix a problem). If the Save9-owned equipment is damaged other than through fair wear and tear, you’ll have to pay to fix or replace it.
d. We own, or own the licence to, the software in any loaned equipment we (or someone acting on our behalf) have given you. Sometimes you’ll have to agree to the terms of an ‘end-user licence’ to use it. You won’t have to pay any charges for this software unless you’ve agreed to do so.
e. You must let us update, upgrade or replace software relating to a service or the loaned equipment. Software changes might happen automatically and there may be temporary disruption to your service during a software change.
f. We can only be responsible for equipment we give you. If you choose to use any other equipment (like a WiFi router made or supplied by anyone else), you must make sure it’s compatible with that service.
g. You must not connect equipment to our network that may harm it, or harm anyone else’s equipment or services. If you do, you must disconnect it straight away, or pay us to do it.
24. What happens when you move property
If you move property, let us know at least 14 days beforehand. You can ask us to set up the service at your new property but we cannot guarantee our service will work at that new property.
a. SIP Telephony service: If you move property and want us to continue providing the SIP Telephony service at your new address, you may have to enter into a new contract for a technically compatible broadband provider with a 12-month minimum term. We’ll tell you about this at the time. If you have already paid for 12 months’ SIP service rental at your old property, you can carry it over to your new property and the number will stay with you. If you haven’t reached the end of the minimum term for your existing SIP call plan when you move, you can carry that over too.
25. How to get in touch with us and how we’ll contact you
a. We’ll send you any written notice by electronic message to your mobile phone SIM card and/or equipment, or by email or by posting it to the correspondence address we have for you. We’ll send you all other notices by voicemail, text message or other form of electronic message. We’ll assume you get letters in the post two working days after we’ve sent them. It’s your responsibility to read the notices that we send you.
b. You can phone us on 01723 817999. Calls are charged at the standard rate from your telephone provider. You can also email us directly or by any other way shown at www.save9.com/contact
26. Parental controls
You’re responsible for choosing, installing and setting parental controls or any other controls available for each service and keeping them up to date with the relevant provider. When a parental control service is supplied by Save9 and activated:
• we limit access to websites we (or our supplier) believe should be blocked because they may be unsafe or unsuitable for you to view or access (based on the choices you’ve made); and
• websites are sorted for blocking by our supplier. We aren’t responsible for categorising websites or for you always being able to go to websites which aren’t barred.
27. Sorting out complaints
a. From time to time you may need to contact us to sort out a problem. Our Customer Service Levels and Customer Care Policy tells you how to do that and how we will deal with any complaint or dispute. You can read the policy at www.save9.com/contact or you can ask us to send you a copy.
b. We’ll try our best to settle any complaint or dispute you have. If we can’t, you can refer the matter to a dispute-resolution service to get an independent opinion. More details are given in our Our Customer Service Levels and Customer Care Policy.
c. If we cannot agree a solution with you within eight weeks of getting your complaint, or before the eight weeks is up we agree in writing that the dispute should be settled by an independent adjudicator, you can refer it for ‘alternative dispute resolution’ by contacting the Ombudsman Services: Communications. You can find out more at ombudsman-services.org/communications or by phoning 0330 440 1614. The Ombudsman’s service is free.
d. We will always respond to defamatory online comments professionally: if we encounter an unfair or defamatory online comment from you, you accept that we may respond publicly to you – politely outlining any inaccuracies that may exist and we may request a retraction from you. Please be respectful and avoid inflammatory language. Defamation can be described as a false statement claiming to be a fact that is published to a third party which ends up causing injury or damage to the reputation of the business. For instance, if a statement made online is false, and our business loses customers due to a false statement, it may be considered defamation.
Remember, building trust and fostering positive customer relationships go a long way in mitigating negative online comments so please get in touch with us first via www.save9.com/contact – if you have a complaint we will deal with it quickly and professionally.
28. Transferring the agreement
The agreement is only between you and us. You cannot transfer it to anyone else or try to do so. We can transfer the agreement, and our rights and obligations under it, to anyone else (including if we reorganise the way we work), as long as it doesn’t have a negative effect on your rights.
30. Other things we need to tell you
a. We and our suppliers still own any intellectual property rights associated with a service and the loaned equipment, so you won’t own any rights in them by using a service.
b. Only you and we can take action under the agreement. Nobody else can enforce it or benefit from it (except in line with clause 29a).
c If any part of the agreement cannot be enforced, all other parts of the agreement will still apply.
d. We may record calls (including marketing calls) to help us with training and to prevent identity fraud. We also record all 999 and 112 emergency calls if you use our SIP internet telephony service.
e. The agreement is made under English and Welsh law. Any disputes you and we cannot settle can only be decided in English and Welsh courts, unless:
• you live in Scotland, in which case Scottish law applies and the courts of Scotland will settle disputes; or
• you live in Northern Ireland, in which case the laws of Northern Ireland apply and the courts of Northern Ireland will settle disputes.
Recent Additions to these Terms and Conditions (Date: 01/03/2022)
a. The first part of this terms and conditions page has a new heading title ‘CONTRACT SUMMARY’ – enabling our customers to quickly locate a short summary of the main contract terms.
b. The second part of this terms and conditions page has a new heading title ‘MAIN CONTRACT’ – enabling our customers to quickly identify the full terms and conditions section.
c. Section 21 – illustrates how an inflationary increase might impact a customer’s monthly subscription fee (but only if Save9 decided on a price increase).
d. ‘More Information’ under the ‘CONTRACT SUMMARY’ section has been updated, it now includes a clear statement that customers with disabilities can also contact us to request these terms and conditions in a more accessible format.
e. Our SMS text message number 07418 369999 has been added to ‘What about technical help and support for my internet service?’
Recent Additions to these Terms and Conditions (Date: 19/02/2024)
a. Section 7,h – every customer acknowledges and agrees that drilling holes and the nailing of cable clips is an unavoidable part of any broadband service installation process and that drill holes and nail holes are not considered damage to a Property. This addition also explains the customer’s rights if accidental damage is found after an installation, how normal wear and tear or outdoor weathering over time must be considered and what promise the company makes to rectify accidental damage when it is responsible and what the company considers is a reasonable notification time period.
b. Save9 SIP internet telephony services are a lower cost alternative to traditional phone lines and they can operate over broadband internet connections. We originally stated you could only purchase this telephony service from Save9 if you were a Save9 broadband customer – this is no longer the case so that statement has been removed.
c. Section 6 – we have added extra wording to clarify that a “Business Package” service is only for trades, businesses or professions and what you agree you will do following the connection of the service – i.e. you agree to follow any reasonable instructions we give you to troubleshoot a problem.
d. Section 27 – building trust and fostering positive customer relationships is important to us, as is our company reputation. We’ve added some statements to confirm we will always respond to defamatory online comments professionally and if we encounter an unfair or defamatory online comment from you, you accept that we may respond publicly to you – politely outlining any inaccuracies that may exist and we may request a retraction. Please get in touch with us first via www.save9.com/contact – if you have a complaint we will deal with it quickly and professionally.
e. Section 4,a – we have clarified that your service renewal date will either be stated on your sales order confirmation document as a specific date (e.g. in a UK date format DD/MM/YYYY) or alternatively the service renewal date that can be calculated from the total service period stated in your sales order confirmation document (e.g. in the format ’12 months’ or ’24 months’).
f. Section 10,f – if you have not previously notified us in the past that you have suffered regular or repeated, continuous or irregular faults with the Save9 internet service then this term clarifies you don’t have the right to automatically end the agreement without paying a charge for leaving early. In effect we’re asking you to get in touch with us whenever technical problems happen with the service so we have a chance to fix them for you.
g. Section 11,vii – we have included “online payment method” to the term that allows us to restrict, suspend or end a service if you cancel your payment method when we haven’t agreed another way you can pay.