These Service Terms apply to all Supanet products and services (carrier pre-select services) and/or line rental services (“Telephony Services”) provided by Supanet. They are subject to our Residential Terms and Conditions and, where we provide Telephony Services as part of a package of services, the terms of our Multi-Play Package Services Agreement also apply.

1. Meanings

Certain words used in these Terms have specific meanings. Where they do they appear in bold text. A list of the majority of these words is set out below under the heading “Defined Terms”. Others appear in the text of these Terms.

2. The Service(s)

2.1 What Services Will We Provide?

In exchange for you paying the Charges, we will provide you with any one or more of the following Services as stated on your Order Confirmation:

1. (a) the provisioning (or takeover) and rental of a telephone line (“Line Rental”) providing the capability to make and receive ‘phone calls and send and receive data using compatible additional services either over the BT telephone network or, depending on where you live, our own network;
2. (b) a calling plan, which often includes discounted call charges and free calls to certain numbers or locations, to be used in conjunction with your line rental (“Call Plan”);
3. (c) a range of telephony related services and functionality (for example call waiting or call diversion) to compliment and facilitate the use of the telephone line and Call Plan, some of which are provided as standard whilst others may attract an additional Charge (“Optional Services”) details of which are set out in the Price List;
4. (d) a telephone number or number porting service to enable you to use your existing number with the Service(s) (where possible);

Where the Service(s) are provided over our own network (as opposed to BT’s network), this means that you will only be able to use Supanet’s telephony and Internet access services (e.g. broadband) on your line.

2.2 What You Need to Use the Service(s)

Before we can provide you with the Service(s) you must satisfy the following conditions applicable to your chosen Service(s):

You must:

1. (a) if you take a Call Plan only, have an existing telephone line and be an active account holder with BT, have an active telephone line at all times and comply with the terms of your contract with your telephone line provider, including payment of line rental and certain other call charges. Supanet will not be in breach of nor will you be entitled to end this Contract if your telephone line ceases to be active;
2. (b) make sure your telephone line is connected to a telephone exchange via a main socket or other BT approved connection point;
3. (c) provide your own telephone apparatus (details of which you agree to provide us upon request) which should be in good working order, technically compatible with the Service(s) and comply with all applicable regulations and laws from time to time in force;
4. (d) have a Service Address located on the United Kingdom mainland; and
5. (e) not have any Incompatible Products installed on your telephone line that could prevent or impact the proper operation of the Service(s) or, where you take Line Rental, the provisioning of the telephone line.

Incompatible Products include:

• Subscriber Pulse Metering;
• Internet for Schools;
• All Featureline products;
• BT Select Services Call Diversion including lines with Bypass numbers and remote option control;
• BT Select Service Packages which include the Call Diversion package;
• ISDN 2 & Business/Home Highway Call Diversion packages which include basic diversion, diversion on engaged and diversion on no-reply;
• ISDN 30 Call Diversion packages, which include basic diversion, diversion on engaged and diversion on no reply for voice only and both voice and data calls;
• Smart Divert; Remote Call Forwarding 10 number;
• Exchange Line on Customer Call Forwarding Equipment;
• Change Number Interception with call forwarding;
• Social Telephony (e.g. BT's Light User scheme);
• Individual CPS configuration for each CLI;
• Public and managed payphones;
• Inbound only CLI (e.g. Call Sign and Bypass)

If you are uncertain whether you may be affected by any of the above restrictions, please contact the sales administration department whose contact details are at www.supanet.com

2.3 Activation of the Services

1. (a) We will use reasonable endeavours to make the Service(s) available to you on or before the Start Date. If we are unable to do so we will advise you of the position, the reason for the delays and when we anticipate being able to provide you with the Service(s).
2. (b) Activation of the Service may result in you experiencing a temporary loss of your telephone line. We accept no responsibility for and will not be liable in any way for this loss.
3. (c) Moving your Line Rental and/or Call Plan to Supanet means you will lose discounts you may have had with your previous telephony provider e.g. BT’s Friends and Family.
4. (d) You may not be able to use the services of other carrier pre-select providers or third party calling plans.

3. Contract Minimum Period

The Contract Minimum Period for the Service(s) is 24 months (“the Contract Minimum Period”). Upon the expiry of the Contract Minimum Period you may terminate the Service(s) by giving us not less than 30 days written notice. Where we provide the Service(s) as part of a package of services and have agreed a shorter Contract Minimum Period for the Service(s) this may be subject to you complying with the applicable terms of that package in default of which a minimum term of 24 months from the Service Start Date will apply.

4. Charges – How Much Do I Pay?

4.1 The standard Charges for Services are listed in the Price List and/or your Call Plan. If you take the Service(s) as part of a package the Charges maybe discounted subject to you complying with the applicable terms of that package.

4.2 Charging will begin on the date the Service(s) is/are first made available for your use.

4.3 Where you do not take Line Rental from Supanet, the Charges do not include the amount you pay to your line rental provider e.g. BT for line rental, nor do they include certain other call charges for services not provided by Supanet. Common non-Supanet services for which you may be charged include:

Emergency numbers, 1471, 1571, operator assistance, numbers used for flat rate internet access (i.e. 0844 04 or 0808 99), Call Display, Call Sign, 3-way Calling, Call Waiting, Ring Back, Reminder/Alarm Calls.

If you make use of these services you will be charged by your telephone line provider e.g. BT and not by Supanet.

4.4 We work out the cost of each Call by calculating the duration of the Call (rounded up to the nearest 60 seconds) and then multiplying the duration of the Call by the applicable rate as set out in your Call Plan. Different rates apply depending upon the destination of your Call and the day and the time of day the Call is made and your chosen Call Plan. Call Charges are rounded up to the nearest £0.01 and may be subject to a minimum/connection Charge. The various rates, discounts and allowances (if any) and any minimum/connection charges that apply to your chosen Call Plan and which will be used to calculate the Call Charges are set out in the Price List. Call Charges are generally payable monthly in arrears.

4.5 Line Rental charges are generally payable monthly in advance and are fixed (i.e. they are not dependant on the amount of use).

4.6 Charges will be calculated in accordance with details recorded by or on behalf of Supanet.

4.7 We may set a call spend limit on your Supanet Service(s) account, which may vary from time to time. Initially the call spend limit will be £20. If you exceed this limit you will remain liable for all Charges. However, we reserve the right, but are not obliged, to restrict or suspend part or all of the Service(s) without any liability to you on our part in the event of the limit being exceeded. We may also change your payment terms, including but not limited to requesting a pre-payment on account, depending on your call profile, payment method and/or payment history or in other circumstance if we consider it reasonable.

4.8 Except as provided in condition 4.10 below, you are responsible for all Charges incurred as a result of your use of the Service(s) and the use of the Service(s) by any person via your account.

4.9 Supanet will not hold you responsible for Charges for use of the Service(s) made via your account without your authority that result of Supanet's negligence or breach of these Conditions but this exception will not entitle you to a refund of the whole or any part of an "all inclusive" Charge (for example, a fixed Charge that is not linked to the usage of Service(s) during the relevant month).

4.10 You will receive an electronic bill every month setting out the Call Charges made in the preceding billing period and, if applicable, and other Charges, including Line Rental for the following month. Notification of your bill will be sent to the e-mail address you have provided. You will then be able to view your bill online by accessing your account at https://showmybill.co.uk/. Your account will be password protected. Your bill will contain a summary of the Charges, including Call Charges incurred during the billing period and your Line Rental charges, if applicable. Paper, large print or Braille format bills are available upon request by contacting our Customer Services department.

4.11 We may alter your Direct Debit or credit card instruction if the price of your Call Plan or Line Rental changes for any reason or if early termination or other Charges become due and payable. We may also charge any other payment due under this contract under your Direct Debit or credit card instruction together with any other payments which you agree we may charge under that instruction.

4.12 All Charges are inclusive of VAT at the applicable and prevailing rate.

4.13 Supanet may suspend and/or terminate the whole or any part of the Service(s) should you fail to make payment in accordance with these Service Terms. If we suspend the Service(s) for non-payment and subsequently resume the Service(s) we reserve the right to charge you a Reconnection Fee at the prevailing rate set out in the Price List.

4.14 If you dispute any of the Charges on your bill, you must notify Supanet within 14 days of the date of your bill giving full reasons (preferably in writing) for the dispute. You must pay any undisputed Charges.

5. Quality of Service – What Quality of Service Can I Expect?

5.1 We aim to provide a continuous high quality service but do not warrant (or promise) the Service(s) will be free of defects, uninterrupted or secure.

5.2 We will endeavour to correct reported defects as soon as we reasonably can. In performing our obligations under the Contract we will exercise the care and skill to be reasonably expected of a competent Internet Service Provider.

5.3 The quality of the Service may be dependent on geographic, atmospheric or other conditions or circumstances beyond our reasonable control.

5.4 Supanet's provision of the Service(s) is dependent wholly or in part upon the operation of the Telecom Provider's telecommunications network.

5.5 Supanet will not be liable for any failure or delay in the Service due to problems with the Telecom Provider's telecommunications network, except to the extent that those problems are caused by our negligence.

5.6 From time to time we may suspend the whole or any part of the Service for routine maintenance work. We will give you as much notice of any suspensions as is reasonably possible by posting details on the service status page at www.supanet.com or by e-mail, but we will not be liable for any loss suffered by you or others as a result of such suspension.

6. Your Responsibilities and Obligations – Dealing With Supanet and Others and Your Use of the Service(s)

6.1 You agree to only use the Service(s) for private residential use, not for commercial or business purposes, and will not re-sell the Service(s) to third parties;

6.2 You will not, nor will you allow anyone else, to use the Service(s) (with a telephone or through a computer or by other means):

1. (a) to transmit or receive any material (including making telephone calls) that may be considered illegal, defamatory, offensive, racist, obscene, indecent, menacing (including when talking to our Customer Service agents) or allowing someone else to do these things;
2. (b) to do anything, or allow anything to be done, which could damage our network or any third party network used to provide the Service(s);
3. (c) to do anything in contravention of any and all applicable laws, statutes, rules of regulations in force in the jurisdiction in which you use the Service(s) and where the Service Address are located.
4. (d) to do anything, or allow anything to be done, which constitutes a violation or infringement of the rights of any person (including rights to copyright or confidentiality) or a violation or infringement of any duty or obligation to any third party;
5. (e) to do anything which causes inconvenience, annoyance or distress to any third party;
6. (f) for any marketing purposes or their procurement; or
7. (g) for fraudulent or criminal activities.

6.3 Where you do not take Line Rental from Supanet, you are responsible for:

1. (a) providing, paying for and complying with the conditions applicable to an appropriate telephone line and/or telecommunications connection provided by BT (or another provider); and
2. (b) not blocking any means we have of identifying you which that line/connection provides
3. (c) paying any call out or other charges you incur with BT (or another provider);

6.4 You authorise Supanet to act on your behalf in all dealings with BT (or another provider) in connection with the provision, maintenance and disconnection of the Service(s) and you consent to BT (Openreach) or any other network operator receiving and using your Data for the administration of the Service(s) and your Supanet account, and providing us or any of our agents with your Data and other relevant information to enable the Service(s) to be provided to you.

6.5 You authorise Supanet and our selected supplier(s), agent(s) and/or telecommunications carrier(s) to route Calls as may be reasonably determined to provide you with the Service(s) and to administer Supanet.

6.6 You agree to provide Supanet (or any person we authorise to collect it on our behalf) with any information Supanet or our selected supplier(s), agent(s) and/or telecommunications carrier(s) reasonably require to provide and/or administer the Service(s). Supanet and its selected supplier(s), agent(s) and/or telecommunications carrier(s) will hold and process information obtained about you as a result of providing you with Supanet.

6.7 You are responsible for providing and maintaining in working good order telephone apparatus to enable you to use the Service(s);

6.8 You will co-operate with and will keep any appointments agreed with Supanet or its agents, for the provision and/or maintenance or repair of Supanet and you acknowledge and agree that failure to do so may result in you being liable to pay an Abortive Visit Charge; and

6.9 You have responsibility for checking that any monitored alarm system you have is compatible with Service(s). Supanet will not be responsible for any failure to deliver an alarm signal due to incompatibility or suspension or termination of your account.

6.10 You agree not to tamper with your telephone line or otherwise do anything which may cause damage to it.

6.11 In using the Service, you must comply with:

1. (a) our Acceptable Use Policy both in letter and spirit and you must also take reasonable steps to ensure that other persons using the Service we provide to you also comply with this policy; and
2. (b) our Fair Usage Policy; we reserve the right to manage or regulate your usage in accordance with the Fair Usage Policy as amended from time to time.

6.12 We may require you to reimburse us for any reasonable and foreseeable losses, costs and expenses which we incur as a direct result of the misuse use of the Service(s) (including but not limited to your failure to adhere to condition 6) either by yourself or by someone you have knowingly allowed to use the Service(s) we provide to you.

7. Moving Home/Change of Details

7.1 If your Service Address or telephone number details change, you must contact Customer Services. If your details change you may need to have your existing account cancelled and start a new account covering your new details.

7.2 If you change your Service Address, this Contract will continue unless you exercise a right to end it under this Contract or we are unable to transfer your Service(s) to your new address. You will need to ensure that you have a working BT compatible line at your new address or your new Service Address is within the Service Availability Area. We may charge you any costs we reasonably incur as a result of a transfer including but not limited to a Home Move Fee. We will tell you the amount of any additional charges before charging you.

8. Telephone Numbers

8.1 You accept that you do not own any telephone number we make available to you. You agree not to sell or transfer any number provided to you or to advertise it in or on a BT phone box.

8.2 You may request us to transfer an existing telephone number for use in connection with the Service(s). If you do, we will use our reasonable endeavours to enable this to happen. However, for reasons outside of Supanet’s control this may not be possible and we may need to change your telephone number. We will try to do so only when it is reasonably necessary or when we are requested to do so by a competent authority. We will tell you before we change your number.

8.3 Changing your telephone number in accordance with condition 8 will not entitle you to terminate this Contract.

9. Technical Support

Supanet offers telephone technical support ("Technical Support") in respect of the Service(s). If you require Technical Support please refer to www.supanet.com

10. Our Responsibility to You

10.1 If you suffer a continuous total loss of the Service at any time after we have provided it, we promise to put things right by midnight on the third weekday (not public and bank holidays) after you have reported the fault to us unless a specific appointment date is agreed. We will treat a fault reported after 6pm on a weekday, or anytime at weekends or on a public or bank holiday, as if you reported the fault at 9am on the next weekday after the day you reported the fault to us.

10.2 By continuous total loss of the Service we mean the inability to make and receive Calls using the Service(s) due to a fault in any part of Supanet’s network, which excludes any third party network or any network within your Service Address leading from the main socket in your Service Address.

10.3 Should we fail to rectify reported faults that are within our control within the aforementioned time frame we will provide you with a credit for each whole day that we are late in restoring the Service. This credit will be equal to the daily charge of your rental for each day that applies. The daily charge will be calculated by multiplying your monthly subscription for the Service by 12 and dividing that figure by 365.

10.4 You must contact us in writing to claim a credit. If your credit request is been approved it will be applied against future or current outstanding Charges due for the Service(s).

10.5 Our only responsibility is to pay you the credits described above, unless we are negligent.

11. What Happens at the End of the Contract?

11.1 You may end the Contract for the Service(s) by serving notice in accordance with the termination provisions contained in our Residential Terms and Conditions. Condition 12.9 of our Residential Terms and Conditions sets out the circumstances in which you will be liable to pay an early termination charge if you terminate before the end of the Contract Minimum Period. The amount of any early termination charge will not be more than the Charges you would have paid for the Services during the remainder of the Contract Minimum Period (assuming you would have used the Services to the minimum extent contractually possible during this period) less any costs that we are able to save as a result of the early termination, including any cost savings made as a result of us not having to provide the Services. Full details of how the early termination charge is calculated can be found in the Price List (see www.supanet.com)

11.2 If you terminate your telephone account with BT (or any other provider) or change the service on the telephone line on which you currently use Supanet so that Supanet is unable to operate normally, we will terminate our Contract with you. You will be liable to pay the Charges that have been incurred up to the date of termination and these Charges will become immediately due and payable in full by you.

11.3 If you are using any services, applications or features, which are free of charge, these will end on the day your Contract with Supanet ends.

11.4 If you terminate a contract for Line Rental we will cancel all other services that are provided using the line, including but not limited to your Call Plan and any broadband services. This may result in early termination charges and/or deferred charges becoming due and payable in relation to those Services as well.

12. Defined Terms

• “Abortive Visit Charge" means the sum of specified in the Price List;
• “Acceptable Use Policy (AUP)” means the acceptable use policy at www.supanet.com/info;
• “Calls” means the ability to make and receive telephone calls whether, at Supanet’s option, over a fixed land or using Voice over Internet Protocol;
• “Call Plan” means the tariff or grouping of call costs and associated charges, together with any applicable discounts and call allowances, selected by you and generally described in your Order Confirmation, the full details of which are set out in the Price List;
• “Call Charges” means the charges for making Calls charged at rates set out in your Call Plan;
• “Charges” means the charges payable by you for the use of the Service(s), full details of which are set out in the Price List and My Account;
• “Connection Charge” means the charge for connecting the Service(s) as detailed in the Price List;
• “Contract” means the legal agreement between you and Supanet made up of these Service Terms, the Residential Terms and Conditions, the Multi-Play Package Agreement (where you receive the Service as part of a package of services, the Price List, the Privacy Policy, the Fair Use Policy and the Acceptable Use Policy;
• “Contract Minimum Period " means the minimum subscription period of 24 months commencing on the Start Date as referred to in condition 3 or as otherwise agreed in writing between you and Supanet;
• “Data” has the same meaning as in our Privacy Policy;
• “Fair Usage Policy” means the policy posted on the Website from time to time aimed at maintaining the performance and availability of the Service for all customers;
• "Home Move Fee" means the fee for moving the Service to another Service Address. The amount of the charge is set out in the Price List;
• “Order Confirmation” means the written confirmation of your order for the Service issued to you by Supanet in a durable format;
• “Price List” means the list of applicable charges and fees from time to time in force as posted on the Website;
• "Privacy Policy” means the privacy policy published on the Website at www.supanet.com/info from time to time;
• "Service" means the Supanet Talk service and or the Line Rental service more particularly described in the Order Confirmation and in My Account;
• “Service Address” means the residential address at which Supanet agrees to provide the Service to you;
• “Service Availability Area” means the geographical area in which Supanet is able to provide a telephone line over its own network;
• “Start Date” means the estimated date for commencement of the Service(s) as stated in your Order Confirmation;
• "Supanet" or "our" or “we” means Supatel Limited (trading as Supanet), company registration number 267725 whose business address is at Quality Tower, 41 Constantinou Paleologou Avenue, 6036, Larnaca CYPRUS and whose registered office address is at STADYL Building, Corner of Them. Dervis – Florinis Street, CY 1065 Nicosia, Cyprus.
• “Service(s)” means Telephony Services comprising Line Rental and/or a Call Plan together with standard or any additional functionality.
• “Showmybill” means an area on the Website that you can access by entering your username and password that allows you to view details of the Service, data usage and billing and payment histories;
• "Telecom Provider" means Supanet's provider(s) of elements of the Service(s), namely BT or such other provider as may provide elements of the Service to Supanet from time to time;
• "us" means you and Supanet;
• “Website” means the Supanet portal at www.supanet.com; and
• "you" and “your” means the purchaser of the Service.

SHOULD THINGS GO WRONG WE HAVE A CUSTOMER COMPLAINTS CODE WHICH TELLS YOU HOW YOU CAN MAKE A COMPLAINT AND WHAT WE WILL DO TO TRY AND RESOLVE YOUR COMPLAINT AND PUT THINGS RIGHT. OUR CUSTOMER COMPLAINTS CODE CAN BE FOUND AT www.supanet.com/info.