Service Terms and Conditions
LightSpeed Residential Broadband Service
Terms and Conditions
These Conditions apply to the individual receiving a Fibre Broadband Service as identified in the Contract Summary (referred to in these Conditions as “you”). You should read these Conditions carefully as they contain important information about the service we are providing you with. These Conditions were last updated on 23 September 2024. Please also read our Privacy Policy at www.lightspeed.co.uk/privacy-policy. The Privacy Policy sets out how we may use your personal information.
1. Definitions and interpretation
1.1 In this Agreement (including the Schedules):
Acceptable Use Policy is as set out at https://www.lightspeed.co.uk/acceptable-use-policy or as otherwise provided to you by us in writing;
Activation Date means the date on which we confirm that the Fibre Broadband Service is active;
Agreement is defined in clause 3;
Bespoke Installation Service means an installation service which is not a Standard Installation Service;
Charges are charges due from you to us for the Services as set out in this Agreement;
Charges Guide is as set out at https://www.lightspeed.co.uk/charges-guide, or as otherwise provided to you by us in writing;
Commencement Date means the date on which you accept the Contract Summary in accordance with clause 5.3;
Conditions means these terms and conditions;
Contract Summary means a summary of this Agreement and your order, containing the key information relating to your Services;
Cooling-Off Period is the end of the fourteenth day after the Commencement Date;
Early Termination Charges means the charges for early termination as set out in the Charges Guide;
Equipment means the hardware and software provided by us to you under this Agreement which may include the equipment listed at clause 7.1 as well as any additional equipment we may agree to provide you with from time to time;
Fibre means the fibre owned and/or used by us from time to time;
Fibre Broadband Service means the provision of services over full Fibre to the premises as more precisely described in the Charges Guide;
Installation Period means the period commencing on the Commencement Date and ending on the Activation Date;
Installation Services means the services provided by us in order to install the Fibre and Equipment at the Property, including the Bespoke Installation Service and/or the Standard Installation Service;
Maintenance and Support Services means the services intended to maintain and support the Fibre and Equipment in operational order;
Minimum Term is the period specified as such in a Contract Summary;
Moving Home Form is the form at https://assets.ctfassets.net/bz9sn971gqyo/Fj8tTRMo4nqRVNRfyOjXr/576345a634017aaebc6c3a759161ef00/Home_Movers_Form_LightSpeed.docx
Network means the communications network to which the Fibre is connected;
Payment Fail Fee is set out in the Charges Guide;
Privacy Policy is as set out at https://www.lightspeed.co.uk/privacy-policy, or as otherwise provided to you by us in writing;
Property means your home, as identified in the Contract Summary;
Re-connection Fee is set out in the Charges Guide;
Services means the Fibre Broadband Service, the Installation Services, and/or the Maintenance and Support Services;
SimpliSafe means SimpliSafe Limited (company number 10795126);
SimpliSafe Product means a SimpliSafe Home Security product;
Standard Installation Service means an installation which will last no longer than 2 hours (120 mins) and meets the following criteria:
maximum of 15 metres external work "soft" dig or 10 metres if this is not the case (not including the pole to building span);
maximum of 15 metres internal work on a single floor level;
no additional equipment is required or specialised resource to complete the install; and
toby box / footbox will be no further than 100mm from the Property’s curtilage.
Third Party Products and/or Services means any products and/or services which are provided by a third party in conjunction with or in relation to the Services;
Wayleave Agreement means our wayleave agreement, produced pursuant to the Telecommunications Act 1984 and the Electronic Communications Code; and
Working Day means a day other than a Saturday or a Sunday or a public holiday in England and Wales.
2. Who We Are
2.1 We are Lightspeed Broadband Limited (referred to in these terms and conditions as “Lightspeed”, “we” and “us”) a company incorporated in England and Wales with the company number 12487672. Our registered office is Fulney Hall, Holbeach Road, Spalding, Lincolnshire, United Kingdom, PE12 6ER.
3. The Agreement
3.1 When an order is entered into in accordance with clause 5 of these Conditions, a legally binding agreement between you and us made up of the following is formed (the “Agreement”):
3.1.1 the Contract Summary;
3.1.2 these Conditions;
3.1.3 the Charges Guide;
3.1.4 the Privacy Policy;
3.1.5 the Cookie Policy;
3.1.6 the Vulnerability and Accessibility Policy; and
3.1.7 the Acceptable Use Policy.
3.2 In the event of a conflict between the terms of the documents listed in clause 3.1, a term contained in a document higher in the list shall have priority over one contained in a document lower in the list.
4. What service do we provide?
4.1 We provide our customers with customer services, installation, access to and maintenance of Fibre and Equipment, which offers our customers the ability to connect to the internet.
4.2 We can only provide our Services in certain areas, you can check if the Services are available in your area, using our availability checker, or by contacting our customer services team using the details at clause 20.
4.3 We do not provide a landline or voice service. If you choose to use a voice service or third-party telephony service that is dependent on your broadband service, then calls to emergency services telephone numbers (e.g., 999 and 112) may not connect if there is a power cut affecting the Property or if there is a failure of the internet service providing the Property.
4.4 We do not provide a landline or voice service. If you choose to use a voice service or third-party telephony service that is dependent on your broadband service, then calls to emergency services telephone numbers (e.g., 999 and 112) may not connect if there is a power cut affecting the Property or if there is a failure of the internet service providing the Property. Please:
4.4.1 ensure that you have an alternative means of communicating with the emergency services via the 999 and/or 112 telephone numbers. This could be by using an existing copper phone line, a mobile phone or another alternative; or
4.4.2 feel free to contact us to discuss your options.
5. When these Conditions Apply
5.1 When you place an order with us you give us permission to run a credit check using the information which you have provided. This includes permission for third parties to run these credit checks on our behalf. We will use this credit check when deciding if we wish to provide you with the Services.
5.2 Once we have accepted your order for the Services, we will send you the Contract Summary.
5.3 Once you receive the Contract Summary, by clicking “I Agree”, you confirm that the Agreement constitutes a legally binding agreement between us and you governing the provision of the Services. You will then receive a confirmation email which will confirm your installation date.
5.4 If you do not wish to be bound by the terms of the Agreement, then you should not click “I Agree” and will not be entitled to receive the Services.
5.5 Where you have signed up for one of our offers, the details of that offer will be included in the Contract Summary.
5.6 Your Agreement will start on the Commencement Date and continue for the duration of the Installation Period and at least the Minimum Term, unless you or we end the Agreement early in accordance with these Conditions.
5.7 After your Minimum Term has ended, the Agreement will continue until you or we choose to end this Agreement in accordance with these Conditions. You may choose to take up an offer from us. In which case there will be a further minimum term. You may from time to time contact us to change or upgrade the Services, in these circumstances we will confirm whether that is possible, and if so, the Charges for any upgraded or changed services and any new minimum term that will apply.
6. Changing your mind
6.1 You can change your mind before the end of the Cooling-Off Period by letting us know that you wish to do so by filling out the form in Schedule 1, and emailing it to us at [email protected].
6.2 Where you request to have the Installation Services carried out before the end of the Cooling-Off Period, and the Installation Services take place, you will no longer be entitled to cancel under this clause and the termination provisions under clause 14 apply.
6.3 Where you return a SimpliSafe Product within 60 days of receiving it, you will receive a refund of the amounts paid for the SimpliSafe Product. Following this 60-day period, you will no longer be entitled to cancel under this clause and the termination provisions under clause 14 apply.
7. Installation of fibre and equipment
7.1 In order for the Fibre Broadband Service to work we may need to install some Equipment on your Property including:
7.1.1 an ONT (Optical Network Terminal): a socket which connects your Router to the Network (which may also function as the Router in some circumstances).
7.1.2 a Router: a device that will connect to the ONT and will provide you with the Fibre Broadband Service and a Wi–Fi signal around the Property.
7.1.3 a Beacon: an additional device that is used to extend the Wi-Fi signal throughout the Property.
7.2 If there is already a working Lightspeed ONT and Router on your Property, we may be able to remotely activate the Fibre Broadband Service and will not need to perform the Installation Services. If we do opt to activate the Fibre Broadband Service remotely, we will provide you with instructions on what you need to do.
7.3 If you do not have a working Lightspeed ONT and Router, we will need to carry out the Installation Services.
7.4 You acknowledge that the nature of the installation of the Fibre and Equipment may mean that:
7.4.1 various works, such as excavation and other earth works, drilling of holes in the walls of the Property and/or affixing items to the walls of the Property, may be required at the Property; and
7.4.2 certain Fibre and Equipment shall remain at the Property once installed.
7.5 The engineers will affix the ONT to a wall, which involves drilling of holes into wall(s) of the Property.
7.6 Where you request for the ONT (where it also functions as the Router) or the Router (whichever is applicable) to be installed somewhere other than where the engineers have suggested you understand that the performance of your Wi-Fi may be adversely affected, and we may require you to sign a waiver acknowledging this.
7.7 Where the Property was initially assessed as requiring a Standard Installation Service but is then found to require a Bespoke Installation Service due to your requirements changing, or due to an error in the initial assessment of your installation criteria, then we will advise you of any additional Charges. If you are unwilling to pay such additional Charges, you can cancel this Agreement. Where you do decide to go ahead with the Bespoke Installation Service, we will confirm the additional Charges with you in writing.
7.8 Where a Bespoke Installation Service is needed rather than a Standard Installation Service, due to your requirements changing, or due to you not providing accurate information in your order, we may charge you for any relevant engineer visits.
7.9 Before carrying out the Installation Services, the engineer will carry out a risk assessment. Where the outcome of that risk assessment is that it is not possible to carry out the Installation Services, we will inform you of this.
7.10 If for any reason we are unable to provide the Installation Services, which could be due to technical reasons, and/or if we are unable re-schedule the Installation Services, we may terminate the Agreement. In these circumstances we may charge for Services which have been provided and we will be under no obligation to provide further Services to you.
7.11 If you need to change or cancel an installation appointment, you must tell us at least two Working Days beforehand. We will only install the Fibre and Equipment if someone over the age of 18 is present at the Property. To the extent you give us less than two Working Days’ notice, or someone over the age 18 is not present, or the engineer is unable to carry out the work due to your fault, we will charge you in accordance with the Charges Guide.
7.12 You will cooperate with us and treat the engineers with respect while they perform the Installation Services. We will aim to minimise any disturbance.
7.13 Once the Installation Services are complete, we will advise you of the Activation Date. We’ll try to set the Activation Date as soon as possible but we cannot guarantee any specific date or timeframe. You will be charged a one-off “Activation Charge” as set out in the Charges Guide.
7.14 If, following the Installation Services, you ask us to send an engineer to re-position the Equipment, you may be charged in accordance with the Charges Guide.
7.15 Unless otherwise set out in writing, the charges for the Installation Services will be included in the monthly charges. Where your Agreement with us terminates before these charges have been paid in full, the balance of the charges for the Installation Services will be included in your final bill.
7.16 You will be allocated an IP address. The IP address allocated to you may be varied at any time. The IP address belongs to us, and we may re-assign it to another customer upon termination of this Agreement. You may request a static IP address, which we can decide whether or not to provide to you. There will be a charge for a static IP address. You cannot sell or transfer the IP address.
8. Fibre and Equipment
8.1 We will own the Equipment (that you will be hiring from us) and the Fibre, including for the avoidance of doubt, where the Fibre and Equipment is installed on the Property. You shall have no ownership claim or other right, title or interest in or to the Fibre or the Equipment. You will not claim to anyone else that you own the Fibre or the Equipment or that either form part of your assets for financial purposes (e.g. to a mortgage lender wanting to take security over your assets).
8.2 You must:
8.2.1 only use the Fibre and Equipment in accordance with these Conditions, the manufacturer’s instructions, and our instructions from time to time;
8.2.2 look after and not dispose, damage, destroy or otherwise interfere with the Fibre or Equipment, unless we ask you to (for example, if we're helping you fix a problem);
8.2.3 not allow any person or organisation other than us, or our respective authorised representatives and sub-contractors to move, maintain, alter, modify, adjust, remove, replace or repair the Fibre or the Equipment without our prior written consent;
8.2.4 not do anything or fail to do anything which shall, or is likely to have, a detrimental effect on the way the Fibre or Equipment operates;
8.2.5 not connect to our Network any equipment which may cause the Network harm or damage in any way;
8.2.6 take reasonable actions to prevent any damage, loss or theft of the Fibre or Equipment;
8.2.7 insure the Fibre and Equipment to the full replacement value against damage, loss or theft;
8.2.8 ensure that any third-party carrying out work on the Property is aware of the location of the Fibre and the Equipment;
8.2.9 let us replace, change, substitute, update or upgrade the Fibre or Equipment and the software as needed from time to time, we will arrange an appointment for one of our engineers to do so; and
8.2.10 not remove or obscure, or allow the removal or obscuring of, any labels placed on the Equipment.
8.3 We will only be responsible for Fibre and Equipment that we have supplied to you.
8.4 You acknowledge that we have remote access in order to monitor and update the Equipment.
8.5 The Equipment has software on it which we either own or we have a licence for which allows you to use it. Under no circumstances can you attempt to modify or reverse engineer that software.
8.6 If there is any loss or damage to the Equipment or Fibre or if it is faulty, you will inform us immediately. If it is damaged or faulty, we may send out an engineer to look at it, or we may ask you to return that Equipment to us and we will arrange to send replacement Equipment to you. We’ll give you pre-paid packaging to do this. If we do not receive the requested Equipment within 14 days of you receiving the pre-paid packaging, we may charge you for it in accordance with the Charges Guide. If it is determined on our inspection that there is loss or damage to the Equipment or Fibre or it is faulty and the loss, damage or fault is not attributable to our negligence or wilful act or omission, we may charge you the cost of fixing or replacing it, which may include (a) the cost of the Equipment, and/or (b) the administration and delivery fee per Equipment item, and/or (c) the call out fee for the engineer. These Charges are set out in the Charges Guide. Any replacement Equipment we provide will be either new or ‘as new’ (which is second-hand equipment we’ve refurbished).
8.7 If we find that the Equipment under clause 8.6 which has been returned to us is not damaged or faulty we may charge you a reasonable amount to reflect costs incurred and will return it to you or replace it. If an engineer is sent to look at the Equipment and/or Fibre under clause 8.6 and it is not lost, damaged or faulty we may charge you the call out fee for the engineer.
8.8 We may from time to time replace the Equipment. In such circumstances we will request that you send the Equipment to us. We will pay for the postage and provide you with replacement Equipment. If we do not receive the requested Equipment within 14 days of you receiving the pre-paid packaging, we may charge you for it in accordance with the Charges Guide.
8.9 When the Agreement ends, or where you change your mind in accordance with clause 6, you will return all of the Equipment, excluding the ONT, in the pre-paid package we will provide you. The Equipment must be sent back within 14 days of you receiving the pre-paid package. If you fail to do so we will charge you the cost of replacing the Equipment as set out in the Charges Guide, this will be included in your final bill. Please note that the end of the Fibre transmits a light that can damage eyesight. Do not remove the ONT or otherwise tamper with the cable unless under the guidance of a professional.
8.10 Where the Equipment returned in accordance with clause 8.9 is found to be damaged or faulty due to you, then you may be charged the applicable charges as set out in the Charges Guide and such charges will be included in your final bill.
8.11 In some cases, the Fibre and Equipment may remain on the Property after the date on which this Agreement comes to an end, and you may not use or authorise anyone else to use the Fibre or Equipment for any purpose, or purport to sell or transfer the Fibre or the Equipment to anyone else. Any future purchasers of the Property should be made aware of the location of the Fibre and the Equipment.
9. How can you use the Service?
9.1 We provide the Services for your personal use. We are not providing the Services to be used for any business purpose, trade or profession. You accept that you are responsible for how the Fibre and the Equipment are used.
9.2 In order to help us provide you with the Services you agree that you will:
9.2.1 follow any reasonable instructions we give you and help us run our security checks;
9.2.2 obtain any permission we need to install any Fibre and Equipment for you as set out in clause 13 ;
9.2.3 let us know immediately if you change your name, address, email address, mobile number, payment details;
9.2.4 keep your LightSpeed ID username and password private and secure;
9.2.5 let us know immediately if you think someone else knows your LightSpeed ID password, and change your password at the same time;
9.2.6 not use the Services for any illegal purposes and comply with our Acceptable Use Policy;
9.2.7 not do anything which might harm our network, brand, reputation, security, other users’ Fibre, Equipment or security.
9.3 In addition to any other rights we have, we reserve the right to suspend or terminate the Services if we consider that you have contravened the Acceptable Use Policy.
9.4 If we believe you've misused the Services, or have let anyone else misuse them, 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.
10. Maintenance and Support Services
10.1 We provide the Services to your UK address. We will take instructions from a person who we believe is acting with your permission.
10.2 We aim to provide a continuous, high-quality Fibre Broadband Service using reasonable care and skill, but we can't guarantee that the Fibre Broadband Service will always be available.
10.3 Sometimes faults in our Network or another company’s network may affect the Services. We may send out an engineer to fix a fault that we have not been able to resolve remotely. We will not charge you for this if the problem is in our Network, but if we find that the fault is related to your home wiring, your equipment or our Network is damaged within the boundary of your Property other than through fair wear and tear, then you may have to pay for the engineer visit. We will tell you about this when this becomes apparent to us. The Charges Guide sets out how much it costs for an engineer call out.
10.4 Where you cancel an engineer visit on less than two Working Days’ notice, or someone over the age 18 is not there, or the engineer is unable to carry out the work due to your fault, we will charge you in accordance with the Charges Guide. Where we have had to interrupt or suspend your Services to upgrade the Network or carry out maintenance works we will try to get the Services running again as soon as possible.
10.5 We try to keep our Network secure through antivirus software and other security features, but we cannot guarantee that they will work against every threat so please make backup copies of your documents, photos and so on, in case the originals are lost or corrupted.
11. Charges and Payment
11.1 You shall pay the Charges due to us in accordance with this Agreement.
11.2 The Charges due from you during the Installation Period and Minimum Term are set out in the Contract Summary. Your price will be fixed for the duration of the Minimum Term, subject to clauses 11.4 and 11.5. Following the Minimum Term, the then current standard price for our monthly rolling agreement for the applicable Fibre Broadband Service applies, unless you sign up for a further minimum term, for which different pricing applies.
11.3 Where you are not subject to a Minimum Term, the current standard price for our monthly rolling agreement for the applicable Fibre Broadband Service will apply.
11.4 We may increase the Charges in the Minimum Term by a percentage comprised of the annual percentage increase in the Consumer Price Index (CPI) rate of inflation plus 3.9%. Where there is such an increase it will take effect on or after 31st March each year. If we do make any price changes, we will provide you with notice in accordance with clause 11.7.
11.5 In relation to add-ons the Charges may be increased from time to time to reflect increases in costs to provide you with the Services, for example, because of changes to technological requirements or increases in third party costs charged to us.
11.6 Where you are not within a Minimum Term, we may increase the Charges at any time, providing notice in accordance with clause 11.7 of these Conditions.
11.7 We will provide 30 days’ written notice of a change to the Charges, unless we are unable to do so for legal or regulatory reasons, in which case we’ll give you as much notice as we can.
11.8 There may also be some one-off Charges which may be charged in accordance with this Agreement.
11.9 You agree that you must pay for the Services using direct debit. We will use the card details provided to take monthly payment of the Charges which will begin on the Activation Date. We will not accept any other form of payment method, unless we provide written confirmation that we are prepared to do so.
11.10 All amounts due to us under this Agreement shall be paid in full on the date they are due and without any deduction of any kind other than as required by law.
11.11 We'll normally charge you monthly in advance for the month ahead. If we need to charge you for anything extra we will add those charges to a later bill.
11.12 We will charge VAT on our Services. This is included in the amounts on the bills, the amounts in the Charges Guide and on the Contract Summary.
11.13 We will send your bills online by email. If you would like a paper or braille copy of the bill sent to you, please let us know. There will not be a charge for the braille copy but there may be a charge for a paper copy, we will let you know what this is at the time of your request. If you would like a paper or braille copy of the bill sent to you, please let us know. There will not be a charge for the braille copy but there may be a charge for a paper copy, we will let you know what this is at the time of your request.
11.14 If you think we’ve made a mistake on your bill, please let us know immediately. You must pay the amount you agree that you owe. Where it is found the amounts were correctly invoiced, we will charge interest in accordance with clause 11.16.2 from the original due date. You must pay us this interest and the outstanding amount.
11.15 If your payment fails more than once, you will be charged a Payment Fail Fee each time a payment fails.
11.16 If you don't pay your bill on time:
11.16.1 we will send a reminder to you;
11.16.2 we will charge you interest on any payments that are overdue at an annual rate equal to four per cent above the official Bank Rate from time to time (as determined by NatWest Bank plc’s Monetary Policy Committee), which shall accrue daily (both before and after any judgment) and shall be compounded quarterly;
11.16.3 in accordance with clause 15.3.3, we may suspend your Services if you are more than 30 days late in paying your bill. We may then give your details and your personal information, to a debt collection agency for them to collect the money for us. If so, you will have to pay an extra charge to compensate us – equivalent to the amount we must pay to the debt collection agency. They in turn will add the charge to your debt.
11.17 We may also transfer your debt to any other business (in which case, your personal information will also be transferred), if for example there is a change of control over LightSpeed or for any other reason. If this happens then they will have the right to seek payment from you of any monies that you owe.
11.18 If you then do pay your bill, and any other charges incurred under 11.16, and you want to be re-connected we will charge you a Re-Connection Fee and then provide you with service again.
11.19 This clause continues to apply after the Agreement with us has ended.
12. Contract Buy-Out
12.1 Where you are in the minimum term of your agreement with another provider when you enter into a 24-month minimum term agreement with us, and you are entitled to terminate the agreement with the other provider in accordance with its terms, we will provide you with a refund or part refund of payment of your first bill, in accordance with the following:
12.1.1 LightSpeed will provide a contract payment contribution for a value of up to £250.
12.2 In order to apply for the refund in clause 12.1, you must provide us with the final bill you received from your existing provider. The bill must include:
12.2.1 the early termination costs for terminating that agreement before the end of the agreement’s minimum term;
12.2.2 the same name and address as the name and address on your LightSpeed subscription (shown on your account).
12.3 Where we determine that you are entitled to the refund, we will provide the refund when the following has occurred: (a) your Activation Date has occurred; (b) you have paid your first bill with us; and (c) you have an active direct debit mandate to us.
13. Access and Consents
13.1 You shall grant to us such access to:
13.1.1 the Property; and
13.1.2 the Fibre and Equipment installed at the Property, in each case as we may require in order to perform our obligations or exercise our rights under this Agreement.
13.2 You acknowledge that we may not be able to provide you with (and will not be responsible for) the Services unless and until such access is granted.
13.3 You acknowledge that you are the current occupier of the Property, and will provide advance notice to LightSpeed if such occupation will cease.
13.4 You will provide us with access to the Property or provide permission for someone else to provide us with access to the Property (they must be at least 18 years old).
13.5 It may be that you require permission from certain other people or organisations (e.g., your landlord or housing association if you do not own the Property) prior to our supplying the Services to you (including the Installation Services). You agree to obtain all necessary consents and permissions prior to the Services taking place and provide us with evidence of any such consents and permissions on request.
13.6 We reserve the right to terminate this Agreement with immediate effect if, in our opinion, it becomes apparent that you have not or may not have obtained any necessary consents and permissions from others.
13.7 In some situations, we may need you or a particular third party (e.g. your landlord or housing association) to give us additional written permission to access the Property for the purposes of performing our obligations under this Agreement. Any such permission would be given by signing a document known as a Wayleave Agreement, which we would provide. Without prejudice to clauses 13.5 and 13.6, we therefore reserve the right to:
13.7.1 require you to enter into a Wayleave Agreement; and/or
13.7.2 require that you get a relevant third party (e.g. your landlord or housing association) to enter into a Wayleave Agreement, in each case so that we can access to the Property as may be necessary to provide the Services.
14. When you can end the Service and this Agreement
14.1 Following the Cooling-Off Period, you can cancel the Agreement at any time by giving us 30 days' notice using a contact method in clause 20.2.
14.2 Subject to clause 14.5 and 14.6, if you cancel this Agreement at any time after the Cooling-Off Period but prior to the end of the Installation Period or Minimum Term, then you may have to pay Early Termination Charges.
14.3 Following the 60-day return period in clause 6.3 for a SimpliSafe Product, where you terminate the Agreement, you must pay the reminder of your SimpliSafe Product instalments.
14.4 We may make changes without notice where such changes are: (i) exclusively to your benefit, or (ii) purely administrative nature and has no negative effect on you; or (iii) is directly imposed by law.
14.5 In respect of material changes not covered by clause 14.4 , we will notify you of that change in writing at least 30 days before it takes effect, unless we are unable to do so for legal or regulatory reasons, in which case we’ll give you as much notice as we can. You will then have the right to end this Agreement by letting us know, the Agreement would then end on the day before the relevant change comes into effect. If you are in the Minimum Term you will not be liable to pay Early Termination Charges.
14.6 You can cancel at any time and may not be charged Early Termination Charges for leaving early (if you are in a Minimum Term) if we break a significant term of the Agreement.
15. When we may restrict, suspend or end the services
15.1 We may stop providing Services at any time by giving you at least 30 days written notice.
15.2 We may also immediately end your Services if any of the following apply:
15.2.1 we have to end the Agreement by law or in line with any regulation; or
15.2.2 we can’t provide the Services any longer.
15.3 We may (a) suspend the Services and/or (b) immediately end the Agreement for any of the reasons set out below:
15.3.1 your serious misuse of the Services cannot be put right;
15.3.2 you or anyone else using the Services act in an unsuitable or threatening way to any of our staff;
15.3.3 you do not pay your bill within 30 days after the date it was due;
15.3.4 you cancel your direct debit or do not hold an active direct debit (expect where we have provided written confirmation for you to use another payment method in accordance with clause 11.9);
15.3.5 we suspect fraud or any other unauthorised activity;
15.3.6 we consider it reasonable to end your Services in order to protect our Network and maintain a high-quality service;
15.3.7 you use the Services for any business purpose, trade or profession.
15.4 If we end the Agreement for any of the reasons set out in clause 15.3, and you are within the Installation Period or Minimum Term, you may have to pay Early Termination Charges.
15.5 If we think there has been or is likely to be a serious security incident, we may suspend your LightSpeed ID username to protect your account. We’ll ask you to change your password before letting you log back in.
15.6 If you or we end the Services in accordance with this Agreement, we’ll refund any amount you’ve paid upfront. But first we’ll take off anything you owe us in connection with the Services (for example the Early Termination Charges) or any other agreement between you and us.
16. What we’re not responsible for and limits on our liability
16.1 If we fail to comply with the terms of this Agreement, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this Agreement or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if: (i) it is obvious that it will happen; or (ii) if, at the time the Agreement was made, both we and you knew it might happen, for example, if you discussed it with us during the order or installation process.
16.2 Subject to clauses 16.4, 16.1, and 16.3, our liability to you is limited:
16.2.1 for loss or damage to your physical property arising from our negligence up to £100,000 in total for any one event or series of events in any one 12-month period.
16.2.2 if the Services are not working for any reason to £5,000 in compensation per year.
16.3 Other than where clause 16.4 applies we shall not be liable to you for:
16.3.1 any delay or failure caused by something beyond our reasonable control which might include lightning, flooding, severe weather, fire, explosion, terrorist activities, epidemic, riots, war, anything done by a government or other public authority, or strikes or other industrial action;
16.3.2 any losses cause by your breach of the terms of this Agreement;
16.3.3 any commercial or business loss;
16.3.4 any loss caused by malware of the unauthorised use of the Services on any of your devices;
16.3.5 any loss caused by corruption or loss of data or information;
16.3.6 any failure of any alarm systems due to incompatibility with the Services;
16.3.7 any other reason which is not due to our fault, neglect or a breach of these Conditions;
16.3.8 any losses arising from any Third Party Products and/or Services, including any SimpliSafe Product;
16.3.9 your use of any equipment not supplied by us; and
16.3.10 losses which we couldn’t reasonably have expected or which we couldn’t have considered when entering into the Agreement.
16.4 We accept responsibility with no limit on liability in the following circumstances:
16.4.1 where we cause death or personal injury through our negligence;
16.4.2 for any fraud or fraudulent statements made by us; and
16.4.3 for any other liability that we cannot exclude by law.
17. Third Party Products and Services
17.1 Unless otherwise expressly agreed, any contract for the use/operation of Third Party Products and/or Services shall be between you and the relevant third party, and we shall not have any responsibility for such Third Party Products and/or Services, even if we have recommended such Third Party Products and/or Services to you.
17.2 A SimpliSafe Product is a Third Party Product. Where you purchase a SimpliSafe Product, you will enter into an agreement with SimpliSafe for the SimpliSafe Product. Charges for the SimpliSafe Product are included in your package, but we are not responsible for the provision of the SimpliSafe Product or any other services you may purchase from SimpliSafe.
18. Changes we may make
18.1 We may change the Services or the Services features or the Equipment or Charges from time to time. The reasons for doing so may include, but are not limited to:
18.1.1 making it easier for you to understand;
18.1.2 changing, improving or updating the Equipment or the Services you get, restructuring how we provide the Services, or introducing new Services or Equipment;
18.1.3 changing the way we structure our charges;
18.1.4 reflecting changes to or developments in technology (for example, we may introduce new Equipment or ways to pay for the Services);
18.1.5 withdrawing, replacing or removing all or parts of the Services or Equipment;
18.1.6 updating, upgrading, improving or altering the Services or Equipment (for example, to fix bugs or faults, tackle security issues, improve software etc);
18.1.7 reflecting a change in our ability to provide the Services (for example, if we increase our coverage somewhere);
18.1.8 reorganising the way we manage or run our business; or
18.1.9 reflecting any change to a law, code of practice, regulation, guidance or responsibility that applies to us.
19. What happens when you move home
19.1 If you move home you will need to provide us with 30 days’ written notice and a completed Moving Home Form.
19.2 Where our Services are available at your new home, the Agreement we have with you will continue and we will charge the applicable transfer fees or installation fees applicable to your move.
19.3 If as a result of the home move you no longer wish to continue with the Services and end the Agreement, we may charge you any applicable Early Termination Charges.
20. How to get in touch with us and how we’ll contact you
20.1 We’ll send you any written notice by email or post to the email address and/or physical address we have for you. We’ll assume you get letters in the post two working days after we’ve sent them. Where we you email you, the email will be deemed to have been delivered at the time of the sending of the email. It’s your responsibility to read the notices that we send you.
20.2 You can reach us on 01775 830 830. Calls are free from landlines (excluding your telephone provider’s access charge (if applicable). You can also contact us (a) by emailing [email protected]; or (b) through your LightSpeed account.
20.3 If you require additional support, for example around accessibility, please get in touch, and we will do our best to offer the right level of support to you.
21. Complaints
21.1 Sometimes you may need to contact us if there is a problem with your Services. Please do not hesitate to contact us using the details in clause 20.2 if there are issues such as poor quality of service or slow download or upload speeds.
21.2 If you wish to make a complaint based on our services, please use the following link: https://www.lightspeed.co.uk/complaints-code-of-practice. We will try our best to settle your complaint. If we are unable to do so within eight weeks of you raising the matter originally then you may take the matter up with the Ombudsman.
22. Other things we need to tell you
22.1 This Agreement constitutes the entire agreement and understanding between you and us and supersedes any previous agreements or understandings between you and us relating to the matters contemplated by this Agreement.
22.2 Even if we delay in enforcing this Agreement, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under this Agreement, or if we delay in taking steps against you in respect of your breaking this Agreement, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the Services, we can still require you to make the payment at a later date.
22.3 This Agreement is only between you and us. You cannot transfer or try to transfer your rights or your obligations under it to anyone else. We can transfer the Agreement, and our rights and obligations under it, to anyone else which may happen if we reorganise the way we work or we merge with or are taken over by another company, as long as it doesn't have a negative effect on your rights.
22.4 From time to time we may involve sub-contractors to provide the Services to you, although when we do so we will remain responsible to you for the Services. Please note however, that we will not be responsible for any services you receive where you have a contract with a third party, even if we have recommended their services to you.
22.5 We own any intellectual property rights associated with the Services and the Equipment and you will not acquire any such rights by using the Services.
22.6 Only you or us can take action under this Agreement. Nobody else can sue upon this Agreement and the Contracts (Rights of Third Parties) Act does not apply.
22.7 If any part of the Agreement cannot be enforced, all other parts of the Agreement will still apply and remain in full force and effect.
22.8 Any termination of this Agreement however caused shall not affect:
22.8.1 any right or liabilities which have accrued prior to the time of termination;
22.8.2 the continuance in force of any provision hereof which expressly or by implication is intended to come into or continue in force after termination.
22.9 We may record calls (including marketing calls) to help us with training and to prevent identity fraud.
22.10 The Agreement is made under English law and any disputes you and we cannot settle can only be decided in the courts of England or Wales.
Last updated and effective from: Version 5 - 23rd September 2024