Terms and conditions.

General Terms & Conditions - Residential Clients

By using our broadband, internet, voice and Wi-Fi plus services, you are entering into a legal contract with us, and you agree to the terms and conditions set out below including any charges to them.

The terms below set out an agreement between the two parties:

Basic Information

Who are ‘We’? Creavo Limited, registered in England and Wales under company number 13142583 at New Mead Barn, Wickham Hall, Hadham Road, Bishop’s Stortford, CM23 1JG, UK.

Who are ‘You’? The customer (end user) entering this agreement and using residential (and Creavo Connect) services.

The Agreement

1. Contract Duration and Cancellation

The minimum term of this contract is stated on your order and in the order confirmation.

The contract term starts from the date the service is activated.

If you cancel the service within the minimum term, you will be liable to pay the remaining balance of the contract.

2. Service Quality

We strive to provide high-quality services. However, we do not offer any warranties or guarantees regarding the performance, reliability, or availability of the services.

You acknowledge that any fault with the services or equipment may take some time to resolve while the cause is identified and a repair carried out.

You agree that you will allow us a reasonable period of time to investigate and resolve any fault with the services or equipment.

3. Price

The price of your service is set out in your order confirmation provided when you ordered the service.

4. Price Changes

We reserve the right to increase the price of the service upon the expiration of the initial contract term.

You will be notified of any price changes at least 30 days before they take effect.

5. Post-Contract Period

Upon the expiration of the initial contract term, your service will automatically transition to a monthly rolling agreement.

At the end of your contract term, we’ll adjust the monthly amount you pay for your services and increase the price by either the Consumer Price Index (CPI) rate of inflation or the price increase we receive from our supplier, whichever is higher.

You may enter a new contract with us to avoid the monthly rolling agreement.

6. Right to Cancel

You have the right to cancel this contract within 14 days (the ‘cooling off’ period) without providing any reason.

If you request us to provide the services or use the services before the end of the cooling off period, you can still cancel within the 14 days, but you will be liable for any charges incurred for using the service during that time.

You must return any loaned equipment we have provided, and you will be responsible for the cost of returning the equipment.

7. Provision of Your Service

We will provide you with an activation date as soon as possible after you place the order, and we will do our best to meet it. However, all dates are estimates and not a guarantee.

8. Repairs and Maintenance

To maintain the quality and safety of our services, we may occasionally suspend, close down, or restrict some or all of the services to conduct repairs, maintenance, or improvements.

We will try to give you as much notice as possible before doing this.

Unless it is an emergency, we will usually conduct repairs, maintenance, and improvements outside of peak usage times to minimize the impact on your use of the services.

9. Using the Services

You must use the services in good faith and in line with what would generally be considered typical usage.

You must not resell the services.

You are responsible for the way the services and equipment we provide are used and must comply with all applicable laws and instructions from us in relation to the services.

10. Payment and Billing

We will bill you monthly by email on the date agreed at the time of ordering. We would prefer you to make your payments by direct debit, but we will also accept payments by credit or debit card.

Payments are due by the date stated on the bill.

If you pay via direct debit, we will take payment on the first day of the service period that the bill relates to.

Failure to make timely payments may result in suspension or termination of your services.

11. Customer Responsibilities

You are responsible for maintaining the security of your account information, including your username and password.

You must notify us immediately if you suspect any unauthorized use of your account.

12. Moving House

If you move house, you must give us at least 30 days’ notice.

If we are able to provide a service to your new address, we will continue to provide the service under the same terms. A one-off moving or installation fee will apply.

If we are unable to provide a service to your new address for reasons outside of your control, such as our network not being within reach of your area, you may end the contract without penalty.

13. Termination

We reserve the right to terminate your service at any time by providing you with 14 days’ notice. We will refund any charges paid in advance for the period after the termination date.

You may terminate the service by providing us with 30 days’ written notice. If you terminate the service within the minimum term, you will be liable to pay all charges due from the date of termination to the end of the term.

14. Personal Data

We will hold the information you provide in a computerized database.

We may supply your data to our suppliers to enable us to provide services to you.

15. Loaned Equipment

We may provide equipment as part of our service, referred to as ‘loaned equipment.’

The loaned equipment remains our property at all times. You are responsible for its care and must not dispose of, damage, destroy, or tamper with it.

You will be liable for the cost of repair or replacement if the loaned equipment is damaged due to your actions, except for normal wear and tear.

If you believe the loaned equipment is faulty, you must notify us immediately.

Upon termination of the contract, whether by you or us, the loaned equipment must be returned within 3 months of the last day of service. Failure to return the equipment within this period will result in a ‘non-return’ fee.

16. Limitation of Liability

We are not liable for any indirect, incidental, or consequential damages arising from the use or inability to use our services.

17. Amendments

We reserve the right to amend these terms and conditions at any time. You will be notified of any changes at least 30 days before they take effect.