Terms of Service

1. Agreement to Terms

By accessing or using the services provided by Thamesoptic Ltd (Company Number: 12345678), you agree to be bound by these Terms of Service. If you do not agree to these terms, please do not use our services.

2. Description of Services

Thamesoptic provides broadband internet, telephone, web hosting, and related telecommunications services to residential and business customers in the United Kingdom. Service specifications, speeds, and availability vary by location and package.

3. Eligibility

To use our services, you must:

• Be at least 18 years old
• Be a UK resident with a valid UK address
• Have the legal authority to enter into this agreement
• Provide accurate and complete registration information

4. Contract Duration

Your contract begins when we confirm your order. The minimum term is specified in your order confirmation (typically 12, 18, or 24 months). After the minimum term, your contract continues on a rolling monthly basis unless cancelled with 30 days' notice.

5. Pricing and Payment

• Prices are as quoted at the time of order unless otherwise agreed
• We will not increase prices during your minimum contract term (price lock guarantee)
• Payment is due monthly in advance by Direct Debit or card
• Late payment may result in a £10 administration fee
• VAT is included for residential customers; business customers may be shown prices excluding VAT

6. Service Level

We aim to provide reliable service with minimal disruption. However:

• Broadband speeds are "up to" and may vary based on your line and network conditions
• We may need to perform maintenance which could temporarily affect service
• Business customers may have enhanced SLAs as specified in their contract

7. Acceptable Use

You must not use our services to:

• Engage in unlawful activities
• Send spam or unsolicited communications
• Distribute malware or conduct cyber attacks
• Infringe intellectual property rights
• Excessively burden our network infrastructure

Breach of acceptable use may result in suspension or termination of service.

8. Equipment

Equipment supplied by us (routers, ONTs) remains our property and must be returned within 14 days of contract termination. A charge may apply for unreturned or damaged equipment.

9. Cancellation Rights

You have the right to cancel within 14 days of receiving order confirmation without penalty (cooling-off period). To cancel:

• Contact us at [email protected] or call 0800 123 4567
• If service has been activated, you'll pay for service used during the cooling-off period
• Early termination within your minimum term may incur charges

10. Liability

We are not liable for indirect or consequential losses. Our total liability is limited to the charges paid by you in the 12 months preceding the claim. Nothing in these terms limits our liability for death, personal injury, or fraud.

11. Complaints

If you have a complaint, please contact us first at [email protected]. We aim to resolve complaints within 8 weeks. If unresolved, you may refer to the Communications Ombudsman. See our Complaints Procedure for details.