Terms and Conditions of Service

Residential, Business, and Housing Association Customers

Effective Date: 1 May 2026 | Version 1.0

1. About Us
Fibre Nova Ltd (“Fibre Nova”, “we”, “us”, “our”) is a UK-registered company providing full fibre broadband services to residential customers, business customers, and housing associations across the United Kingdom.
Registered office: Floor 5, 101 Old Hall Street, Liverpool, L3 9BP, England.

Company registration number: 15265702.

You can contact us by:
– Email: support@fibrenova.co.uk
– Phone: 0333 880 4020 (available 24 hours a day, 7 days a week)

2. Definitions
In these Terms, the following words have the meanings given below:
– “Agreement” means these Terms together with any Order Form, Welcome Letter, or Service Schedule applicable to your service.
– “Customer”, “you”, “your” means the person or organisation entering into this Agreement with Fibre Nova.
– “Consumer” means an individual Customer acting for purposes wholly or mainly outside their trade, business, or profession.
– “Business Customer” means a Customer that is not a Consumer.
– “Housing Association Customer” means a registered provider of social housing or similar body taking service under a Housing Association Agreement or Lease arrangement.
– “Service” means the full fibre broadband service (and any associated services) provided by Fibre Nova under this Agreement.
– “Equipment” means any router, network termination equipment, or other hardware provided by Fibre Nova for use with the Service.
– “Network” means the full fibre infrastructure owned and operated by Fibre Nova.
– “Minimum Term” means the initial contract period specified in your Order Form or Welcome Letter.
– “Service Commencement Date” means the date on which your Service is first made available for use.
– “Working Day” means any day other than a Saturday, Sunday, or public holiday in England and Wales.

3. Formation of Contract
3.1 How your contract is formed
Your contract with Fibre Nova is formed when we accept your order, either by sending you a Welcome Letter or Order Confirmation, or by activating your Service — whichever is earlier. These Terms, together with your Order Form and any applicable Service Schedule, form the entire Agreement between us.
3.2 Consumer right to cancel before installation
If you are a Consumer, you have the right to cancel this Agreement within 14 calendar days of receiving your Order Confirmation (the ‘Cooling-Off Period’) without giving any reason. To exercise this right, notify us clearly in writing (email is sufficient) before the 14-day period expires.
If you request that we begin providing the Service during the Cooling-Off Period and you subsequently cancel, you will be liable to pay for any part of the Service actually received up to the date of cancellation, on a pro-rata basis, including any costs reasonably incurred in connection with installation that cannot be recovered.
The right to cancel during the Cooling-Off Period does not apply to Business Customers or Housing Association Customers.
3.3 Eligibility
You must be aged 18 or over to enter into this Agreement. By placing an order, you confirm that you are 18 or over and that any information you provide is accurate and complete.

4. The Service
4.1 What we provide
Fibre Nova will use reasonable skill and care to provide you with the Service as described in your Order Form and any applicable Service Schedule. The Service is delivered over Fibre Nova’s own full fibre network, which we build, own, and operate end-to-end.
4.2 Speed
Broadband speeds are subject to variation and are not guaranteed at all times. Speeds stated in our marketing materials and Order Forms represent the expected range of speeds achievable under normal conditions.
Ofcom’s Voluntary Code of Practice on Broadband Speeds (the ‘Speeds Code’) applies to residential Consumers. Under that Code:
– We will provide you with a Minimum Guaranteed Access Line Speed (‘MGALS’) at the point of sale.
– If your speeds consistently fall below the MGALS, you have the right to request that we investigate and resolve the issue within 30 calendar days.
– If we are unable to restore speeds to at least the MGALS within 30 calendar days of your complaint, you have the right to exit your contract without penalty.
The Speeds Code does not apply to Business Customers or Housing Association Customers, unless expressly stated in your Service Schedule.
4.3 Availability and uptime
We aim to provide the Service 24 hours a day, 365 days a year. However, we do not guarantee uninterrupted or fault-free service. We may need to carry out planned maintenance, upgrades, or emergency works from time to time. Where possible, we will notify you of planned outages in advance.
4.4 Fair use
Fibre Nova does not apply data caps or traffic throttling to standard residential or business broadband services, unless expressly stated in your Service Schedule. We reserve the right to take action, including suspending or restricting the Service, where usage is so excessive or unusual as to adversely affect our Network or other customers. We will notify you before taking such action except where immediate action is necessary.
4.5 Equipment
Where Fibre Nova provides Equipment for use with the Service:
– The Equipment remains our property at all times unless we explicitly confirm a sale in writing.
– You must use the Equipment only in connection with the Service and must not tamper with, modify, or attempt to repair it.
– You are responsible for keeping the Equipment safe and must not sell, transfer, or dispose of it.
– On termination of the Agreement, you must return the Equipment to us in good working order within 14 calendar days. Failure to do so may result in a charge for the replacement cost of the Equipment.
– You are responsible for any damage to the Equipment caused by misuse, accident, or neglect.

5. Installation
5.1 Access
You agree to provide Fibre Nova’s engineers with safe and reasonable access to your property to carry out installation, maintenance, and repair works. You warrant that you have the necessary permissions to allow such access, including any required consent from a landlord or building owner.
5.2 Installation charges
Any installation charges will be set out in your Order Form. Unless stated otherwise, installation charges are a one-off cost payable regardless of whether you subsequently cancel the Service.
5.3 Installation date
We will provide an estimated installation date at the point of order. This is an estimate only and we cannot guarantee the installation will occur on that date. We will not be liable for any loss caused by a delay in installation beyond the estimated date, except where such delay is caused entirely by our own fault.
If you are a Consumer and we have not installed the Service within 30 calendar days of the estimated installation date, you may cancel the order without charge.
5.4 Housing association and multi-dwelling unit installations
Where Fibre Nova is installing its Network into a multi-dwelling unit (MDU) or social housing property under an agreement with the housing association or property owner, individual residents may receive Service subject to the terms of that agreement in addition to these Terms. In the event of a conflict between the housing association agreement and these Terms, the housing association agreement will prevail unless it conflicts with applicable consumer protection legislation.

6. Charges and Payment
6.1 Monthly charges
You agree to pay the monthly charges set out in your Order Form or Welcome Letter. Monthly charges are billed in advance and are due on the date specified in your bill. Payment is collected by Direct Debit unless an alternative method has been agreed in writing.
6.2 Price freeze / fixed pricing
Where your Order Form specifies a ‘price lock’, ‘fixed price’, or similar commitment, Fibre Nova will not increase your monthly service charge during that period. Any such commitment applies only to the specific service charges described and does not prevent charges for additional services, one-off fees, or out-of-bundle items.
Unless a price lock applies, Fibre Nova may increase charges on 30 calendar days’ notice. If you are a Consumer and we increase your charges during the Minimum Term, you may exit your contract without penalty by giving notice within 30 calendar days of the increase taking effect.
6.3 Late payment
If payment is not received by the due date, we may:
– Send you a reminder and apply a late payment fee of up to £10 (inclusive of VAT) per failed payment;
– Suspend or restrict the Service if payment remains outstanding for 14 or more days after the due date;
– Terminate the Agreement and refer outstanding amounts to a debt collection agency if payment remains outstanding for 30 or more days after the due date.
For Business Customers, we may also charge interest on overdue amounts at 8% per annum above the Bank of England base rate under the Late Payment of Commercial Debts (Interest) Act 1998.
6.4 Disputed charges
If you believe a charge is incorrect, you must notify us within 30 calendar days of the relevant bill date. We will investigate and correct any genuine error promptly. You must pay any undisputed portion of a bill by the due date.
6.5 One-off and additional charges
We may apply additional charges in circumstances including:
– Engineer call-out visits where a fault is found to be caused by customer equipment or customer damage;
– Requests for services outside the scope of your standard Service (such as static IP addresses, additional hardware, or priority support);
– Non-return or damage of Equipment (see clause 4.5).
We will always notify you of the applicable charge before incurring it, unless it relates to Equipment non-return.
6.6 VAT
All charges are stated inclusive of VAT at the applicable rate. If the VAT rate changes, we will adjust charges accordingly. Business Customers will receive VAT invoices on request.

7. Minimum Term and Cancellation
7.1 Minimum Term
Your Agreement includes a Minimum Term as specified in your Order Form. This is typically 12 or 24 months from the Service Commencement Date. You may cancel the Service at any time during the Minimum Term, but early termination charges will apply (see clause 7.3).
7.2 Cancellation after Minimum Term
After the expiry of the Minimum Term, you may cancel the Service by giving us 30 calendar days’ written notice. No early termination charge will apply. We will confirm the date on which the Service will cease.
7.3 Early termination charges
If you cancel the Agreement before the end of the Minimum Term (other than in circumstances set out in clause 7.4), an early termination charge (‘ETC’) will apply. The ETC is calculated as the remaining monthly charges that would otherwise have been payable to the end of the Minimum Term, less any discount we apply at our discretion.
We will provide you with the applicable ETC amount on request and before you confirm cancellation.
7.4 Cancellation without ETC
You may cancel your Agreement without paying an early termination charge if:
– You are a Consumer and we increase your charges during the Minimum Term (see clause 6.2);
– You are a Consumer and we significantly change these Terms to your material detriment, and we have given you notice of that change;
– We have failed to restore speeds to at least the MGALS within 30 calendar days of a valid complaint under clause 4.2;
– We have failed to install the Service within 30 calendar days of the estimated installation date (Consumer only — see clause 5.3);
– We are in material breach of this Agreement and have failed to remedy that breach within 30 calendar days of written notice from you;
– You die or are diagnosed with a terminal illness — in which case we will not apply an ETC and will deal with the account with sensitivity and care.
7.5 Our right to cancel
We may suspend or terminate the Agreement immediately by written notice if:
– You fail to pay any amount due and do not remedy that failure within 14 days of written notice;
– You are in material breach of any other term of this Agreement and fail to remedy that breach within 30 calendar days of written notice;
– You use the Service for any unlawful purpose or in breach of clause 9 (Acceptable Use);
– You are subject to bankruptcy, insolvency, or similar proceedings (Business Customers).

8. Changes to the Service and Terms
8.1 Changes to the Service
We may need to modify or update the Service from time to time — for example, to reflect technical improvements, regulatory requirements, or changes to our Network. We will give you at least 30 calendar days’ notice of any material change.
8.2 Changes to these Terms
We may update these Terms from time to time. We will give you at least 30 calendar days’ notice of any change that is to your material detriment. If you are a Consumer and do not accept a material change, you may cancel the Agreement without paying an ETC by giving notice within 30 calendar days of our notification.
Changes that are to your benefit, purely administrative (such as correcting a typographical error), or required by law may be made without advance notice.

9. Acceptable Use
9.1 General
You may use the Service only for lawful purposes and in accordance with this clause 9. You are responsible for all use of the Service made through your account, including use by others in your household or business.
9.2 Prohibited activities
You must not use the Service to:
– Send, receive, upload, download, or distribute any material that is unlawful, offensive, defamatory, fraudulent, or in breach of any third party’s rights;
– Access, store, or transmit child sexual abuse material or any other illegal content;
– Conduct or facilitate denial-of-service (DoS) attacks, hacking, phishing, or other malicious activity;
– Infringe any intellectual property rights;
– Transmit unsolicited bulk communications (spam);
– Resell, sublease, or share the Service commercially without our prior written consent;
– Undertake any activity that impairs or adversely affects the Network or other customers’ services.
9.3 Compliance with laws
You are solely responsible for ensuring your use of the Service complies with all applicable laws and regulations, including the Computer Misuse Act 1990, the Communications Act 2003, and applicable data protection legislation.
9.4 Consequences of misuse
We may investigate any suspected misuse of the Service. If we reasonably believe that you are in breach of this clause 9, we may suspend or terminate the Service immediately without notice, and we reserve the right to report the matter to the relevant authorities.

10. Faults and Complaints
10.1 Reporting faults
If you experience a fault with the Service, you should report it to us as soon as possible via our website, phone, or online chat. We will investigate and aim to resolve faults promptly. Some faults may require an engineer visit, which we will arrange at a mutually convenient time.
10.2 Service credits (residential customers)
If you are a residential Consumer and we are unable to restore your Service following a reported fault within the following timeframes, you will be eligible for automatic service credits under the Ofcom Automatic Compensation Scheme (where applicable):
– Loss of service: £9.76 per calendar day after the first two full working days of a reported outage;
– Delayed repair: £9.76 per calendar day where we have missed a confirmed repair appointment;
– Delayed installation: £5.83 per calendar day where installation is delayed beyond the agreed date at our fault.
These figures reflect the Ofcom Automatic Compensation Scheme rates as of May 2026 and are subject to periodic review. Check the current Ofcom rates at ofcom.org.uk/automatic-compensation.
10.3 Complaints procedure
If you are unhappy with any aspect of the Service or our conduct, please contact us using the details in clause 1. We will acknowledge your complaint within 2 Working Days and aim to resolve it within 10 Working Days. If we cannot resolve your complaint within 8 weeks, or if we reach a deadlock with you, you have the right to refer the matter to our approved Alternative Dispute Resolution (ADR) scheme.
Our approved ADR provider is [Insert ADR provider — e.g., CISAS or Ombudsman Services: Communications]. Details of how to access the scheme are available on our website. Using ADR is free to consumers.
The ADR scheme does not apply to Business Customers, who may instead pursue disputes through the courts.

11. Liability
11.1 What we do not exclude
Nothing in these Terms limits or excludes our liability for:
– Death or personal injury caused by our negligence;
– Fraud or fraudulent misrepresentation;
– Any liability that cannot be excluded or limited under applicable law (including the Consumer Rights Act 2015 for Consumers).
11.2 Limitation of liability — Consumers
Subject to clause 11.1, our total liability to Consumers under or in connection with this Agreement (whether in contract, tort, or otherwise) will not exceed the total charges paid by you in the 12 months preceding the event giving rise to the claim.
11.3 Limitation of liability — Business Customers
Subject to clause 11.1, our total liability to Business Customers under or in connection with this Agreement (whether in contract, tort, negligence, or otherwise) in any 12-month period will not exceed the total charges paid by you in that period.
We will not be liable to Business Customers for any:
– Loss of profits, business, revenue, or anticipated savings;
– Loss of data or loss of use of software;
– Indirect, special, or consequential loss;
whether or not we were advised of the possibility of such losses.
11.4 Service interruptions
We do not accept liability for any loss arising from interruptions to the Service caused by factors outside our reasonable control, including events under clause 13 (Force Majeure), failures of third-party infrastructure, or actions of other network operators.

12. Data Protection and Privacy
12.1 How we use your data
Fibre Nova processes your personal data in accordance with our Privacy Policy, available at fibrenova.co.uk/privacy. We process your data to provide and manage the Service, process payments, handle complaints, and comply with our legal obligations. We do not sell your personal data to third parties.
12.2 Credit checks
By placing an order, you consent to Fibre Nova performing a credit check using one or more credit reference agencies. This may leave a search footprint on your credit file. We use credit information to assess eligibility and to manage financial risk.
12.3 Communications
We will contact you by email, SMS, phone, or post with important information about your Service, including billing, technical updates, and any changes to these Terms. You may opt out of marketing communications at any time.
12.4 Data protection legislation
Both parties agree to comply with all applicable data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Where Fibre Nova processes personal data on behalf of a Business Customer in the provision of the Service, a separate Data Processing Agreement may be required.

13. Force Majeure
Fibre Nova will not be in breach of this Agreement, nor liable for any delay in performance or failure to perform, to the extent that the delay or failure is caused by circumstances beyond our reasonable control. This includes (but is not limited to): acts of God, floods, storms, fires, earthquakes, pandemics, civil unrest, war, government action, industrial action by third parties, failure of third-party utility services, or failures of the public telecommunications network.
Where a force majeure event prevents us from providing the Service for more than 30 consecutive calendar days, either party may terminate the Agreement without liability (other than for charges already due) by giving written notice to the other.

14. Intellectual Property
All intellectual property rights in the Network, Equipment, and any software, systems, or materials provided by Fibre Nova in connection with the Service remain the exclusive property of Fibre Nova (or its licensors). Nothing in this Agreement transfers any intellectual property rights to you.
You may not copy, reproduce, reverse-engineer, or create derivative works from any Fibre Nova software or materials.

15. General
15.1 Assignment
We may transfer our rights and obligations under this Agreement to another business, provided that this does not materially affect your rights. We will notify you if this happens. You may not transfer your rights under this Agreement without our prior written consent.
15.2 Entire agreement
This Agreement constitutes the entire agreement between the parties in relation to the Service and supersedes all prior representations, agreements, or understandings, whether oral or written.
15.3 Waiver
A failure or delay by either party to exercise any right or remedy under this Agreement does not constitute a waiver of that right or remedy.
15.4 Severability
If any provision of this Agreement is found by a court of competent jurisdiction to be unlawful, invalid, or unenforceable, that provision will be severed and the remaining provisions will continue in full force and effect.
15.5 Third parties
This Agreement does not confer any rights on any third party under the Contracts (Rights of Third Parties) Act 1999.
15.6 Notices
Notices under this Agreement must be in writing. We will send notices to the email address associated with your account or to your registered address. You must send notices to us at support@fibrenova.co.uk or to our registered office address.
15.7 Governing law and jurisdiction
This Agreement is governed by the laws of England and Wales. Both parties agree to submit to the exclusive jurisdiction of the courts of England and Wales, except that Consumers in Scotland or Northern Ireland may choose to bring proceedings in their local courts.

16. Additional Terms for Housing Association Customers
This section applies in addition to the rest of these Terms where you are a Housing Association Customer, or where we are providing services directly into a property or development under a building-level agreement with you.
16.1 Lease or wayleave agreements
Where access to a property or development is granted to Fibre Nova under a wayleave, lease, or access agreement, the terms of that agreement will govern Fibre Nova’s rights of access and infrastructure ownership within the development. These Terms govern the service relationship with individual end-users.
16.2 Service responsibility
In a multi-dwelling unit or housing association setting, Fibre Nova is responsible for the Network up to the Network Termination Point (NTP) installed within each individual dwelling. The housing association or managing agent is responsible for ensuring that any shared internal infrastructure and communal access routes are maintained in a condition that allows Fibre Nova to access and service the Network.
16.3 Tenant and resident customers
Where individual residents in a housing association development sign up for the Service as residential Consumers, their relationship with Fibre Nova is governed by these Terms in full, including all Consumer protections. Nothing in any housing association or landlord agreement reduces or limits the rights of individual Consumers.
16.4 Bulk or managed service agreements
Where Fibre Nova provides a managed or bulk-supplied service to a housing association (rather than to individual tenants), the commercial terms, SLAs, and pricing will be set out in a separate Service Schedule and/or Master Services Agreement. In the event of a conflict between that document and these Terms, the Service Schedule or Master Services Agreement will prevail.

17. Additional Terms for Business Customers
This section applies in addition to the rest of these Terms where you are a Business Customer.
17.1 Service Levels
Business Customers may be entitled to specific service level commitments as set out in a Service Level Agreement (SLA) attached to or referenced in their Order Form. In the absence of a separate SLA, Fibre Nova will use reasonable endeavours to restore service faults as promptly as practicable but does not guarantee specific resolution times.
17.2 Statutory rights
The Consumer Rights Act 2015 and associated consumer protection regulations do not apply to Business Customers. However, the Supply of Goods and Services Act 1982 (as amended) and other applicable business-to-business legislation will apply.
17.3 Credit terms
Business Customers with approved credit accounts will receive invoices payable within 30 calendar days of the invoice date, unless alternative terms are agreed in writing.
17.4 Confidentiality
Each party agrees to keep confidential any information disclosed by the other that is identified as confidential or that a reasonable person would consider to be confidential in nature, and will not disclose such information to any third party without the other’s prior written consent, except as required by law.

Appendix: Key Information Summary
This summary is provided for convenience only. It does not replace the full Terms above, which govern your Agreement.

Minimum Term: As stated on your Order Form (typically 12 or 24 months)
Monthly charges: As stated on your Order Form — paid by Direct Debit in advance
Price changes: 30 days’ notice for increases; Consumers may exit without ETC if charges increase during Minimum Term
Cancellation after Minimum Term: 30 calendar days’ written notice, no charge
Early termination: Remaining monthly charges to end of Minimum Term
Faults and complaints: 24/7 support — support@fibrenova.co.uk or fibrenova.co.uk/contact
Equipment: Remains property of Fibre Nova — must be returned within 14 days of termination