Consumer internet services
terms & conditions

Teleauora consumer terms and conditions for wireless connectivity services. 

1. Introduction

1.1 These Terms and Conditions apply between (1) the Customer; (‘you’ or ‘your’) and (2) TELEAUORA Limited, (Company Number 16407155) (“TELEAUORA” or “we” or “us” or “our”). Our registered address is at: The Four Columns, Broughton, Skipton, North Yorkshire, United Kingdom, BD23 3A. 

1.2 These Terms and Conditions govern the supply of the Services by us to you. When you submit an Order to us, the Services you are requesting us to provide will be provided to you subject to these Terms and Conditions and you agree to be legally bound by them. 

1.3 These Terms and Conditions, the Order that you submit to us, your Confirmation Email and any agreed additional terms set out in the Confirmation Email or the Order form the contract between you and us for provision of the Services (“the Contract”).  

1.4 The following documents apply to the provision of the Services: 

  • (i) Acceptable Use Policy (“AUP”) 

  • (ii) Privacy Policy 

  • (iii) Cookie Policy 

  • (iv) Price List  

  • (v) Schedule 2 – Terms that apply to the purchase of a Router by you from TELEAUORA 

2. Orders 

2.1 Where you require a Service, you shall place an Order via the Portal or by such other means, including completing an Order manually, as directed by TELEAUORA. Each new Order that you and we wish to enter into shall specify, amongst other things, details of the Services  and the Charges.  

2.2 We will endeavour to acknowledge an Order within two (2) Business Days and within ten (10) Business Days of receipt of a draft Order (or such other period agreed in writing by the parties) from you, we shall either: 

  • (a) provide written approval that the Order is accepted in your Confirmation Email; or 

  • (b) notify you that we are not able to provide the requested Services. 

2.3 No Order will be binding on either you or us until that Order has been accepted by us in writing and we shall be under no obligation to accept an Order.  

2.4 Certain words in these Terms and Conditions are capitalised  as they  have specific meanings and are defined In Schedule 1 to these Terms and Conditions. 

2.5 Cooling Off Period. You shall have the right to cancel your Contract by contacting us within 14 days after the date of receipt of your Confirmation Email. You will receive a refund within 14 days of your telling us you want to cancel, if you have made an upfront payment, subject to the following. We may deduct from any refund, a charge for the supply of your Service for the period for which it was supplied and for the installation of any TELEAUORA Equipment, ending with the date that you informed us of your cancellation of the Service. You will not have to pay Cancellation Charges or Early Termination Charges. You will be responsible for returning TELEAUORA EQUIPMENT within 14 days. If you do not return the TELEAUORA Equipment you will be obliged to pay the full price for it and we may charge you if the TELEAUORA Equipment is returned damaged. 

2.6 Special Offers. From time to time we may provide special offers in relation to the Services. If you sign up for one of our special offers, the details of that special offer will have been provided to you in your Order and confirmed in your Confirmation Email. The terms of the special offer set out in your Order and in your Confirmation Email will apply to the provision of the Services in addition to these Terms and Conditions. 

2.7 We will provide you with a contract summary for you to accept, before sending you a Confirmation Email; and we will provide the Service to you for a Minimum Period of twelve (12) months or twenty four (24) months depending on your preference, which will be stated in the contract summary. 

3. Provision of services 

3.1. General 

3.1.1 We shall, provide the Services in accordance with the terms of the Contract. You will comply with your obligations set out in the Contract.  

3.1.2 We shall provide the Services with reasonable skill and care but cannot guarantee that the Services will be continuous or error free. 

3.1.3 You will provide us with all information and assistance that we reasonably request from time to time to enable us to provide the Services. 

3.1.4 The Service that we provide to you is for use by you and your household for personal use only and you will not use it for any trade, business or profession. 

3.1.5    You will not re-sell the Services to any other person without our prior written consent. 

3.1.6 If you order Services from us you confirm that you are at least 18 years old and you acknowledge that we may ask you for proof of identity and address and carry out, or ask a third party to carry out, any necessary credit and identity checks on you. 

3.1.7  We do not guarantee the security of the Service against unlawful or unauthorised access or use. You understand and agree that access to and use of the Service is at your own risk. 

3.2 You shall provide to us or our Subcontractors reasonable access to your property for the sole purpose of enabling us to provide the Services. Installation of the Services may be subject to site surveys carried out by or behalf us and we will inform you in writing if we are unable to provide the Services or if there are any additional charges due to the findings of the site survey. If you do not accept the additional charges then we are not obliged to provide the Services at your property. 

3.3 Site Surveys 

If  we  agree a date with you for us (or our Subcontractors) to attend your property for the purposes of conducting a site survey or to install any TELEAUORA Equipment or to repair any Services and that person is unable to perform the necessary site survey or installation or repair on that date due to being unable to gain access to or install or repair such equipment at your property after having arrived at the property due to  reasons beyond their control, we shall have the right to charge you, and if so charged, you shall pay to us an Abortive Visit Charge, unless the inability to perform is caused by our (or our Subcontractors’) act or omission. 

3.4 Installation

3.4.1 We will install the Services in accordance with the terms of the Contract. Installation of some Services, including installation of equipment inside or outside of your property may require the consent of others. You are responsible for ensuring that any such consents are obtained before the installation. If they are not obtained, we may terminate the Contract and recover our reasonable costs. 

3.4.2 We can only install the Services at your premises if someone over 18 years of age is at the premises and can make decisions about the installation. If we are unable to install the services for this reason we may charge you an Abortive Visit Charge as set out in our Price List.

3.5 Equipment

3.5.1 You shall be responsible for the provision, installation, configuration, operation, monitoring and maintenance of Customer Equipment and cables connected to the Network unless otherwise agreed by the Parties pursuant to the Contract.  We do not warrant the interoperability of Customer Equipment and cables with the Network. For clarity we are responsible for the Service up to the Demarcation Point. 

3.5.2 You shall : 

  • (a) not stack any equipment or materials on top of TELEAUORA Equipment; 

  • (b) not repair, adjust or modify, or interfere with TELEAUORA Equipment without our written consent;  

  • (c) take all reasonable steps to secure against any unauthorised use of the TELEAUORA Equipment; 

  • (d) ensure the safe keeping of the TELEAUORA Equipment at your premises and indemnify us for any loss or damage to the TELEAUORA Equipment other than arising from the acts or omissions of us or our Subcontractors;

  • (e) ensure that all Customer Equipment connected to the Network has the relevant electrical protection and failsafe measures, labelling and instructions for use as may be required by Applicable Law and is connected to the Network and used in accordance with any Applicable Law and instructions; 

  • (f) ensure the compatibility of any applications, including Customer Equipment, you wish to use with the Services and ensure that the Customer Equipment and any action by you does not harm the Network, the Services, TELEAUORA Equipment or any other person's network or equipment. 

3.5.3 Where you do not comply with Clause 3.5.2 above or any other obligation under the Contract and such non-compliance results in an outage or other problem with a Service (together for the purposes of this Clause 3.5.3 a "Customer Outage"), we will have no liability to you relating to:  

  • (j) the provision or performance of any Services affected by the Customer Outage; 

  • (k) TELEAUORA's inability to provide such Services; and/or 

  • (l) the effect of the Customer Outage on other services (including other Services),  

in each case, to the extent caused by the Customer Outage. 

3.5.4 You shall notify us in writing promptly after becoming aware that you are in breach of Clause 3.5.2 and remedy the non-compliance of Clause 3.5.2 within a reasonable period, and in any event no later than thirty (30) days from the date of  your breach (or receiving notice of the matter from us if we have identified that a breach has occurred). If you do not remedy the non-compliance within such time period  notwithstanding and without prejudice to any other rights which may be available to us where you commit a breach of the Contract, we shall have the right to immediately disconnect the Customer Equipment from the Network or suspend the Services, at   your expense, until such non-compliance has been remedied to our reasonable satisfaction. If the non-compliance is not remedied within two (2) months following notice of the matter from us, we shall have the right to terminate the Contract or the Service under the Contract, and you shall pay the associated Early Termination Charges.  

3.6 Service Ready for Use

3.6.1 We shall notify you of the date on which the Services are ready for use ("Service Commencement Date"). 

3.7 Use of the Service

3.7.1 You shall not use the Services, and shall ensure that nobody else uses the Services, in such a way as to breach our Acceptable Use Policy (AUP).  We may make changes to our AUP at any time, such changes will be made via our website.  You shall promptly notify us of any breach by you of the AUP.  

3.7.2 You will not tamper with, modify, repair or alter in any way (whether indirectly or directly) with Services or any TELEAUORA Equipment. 

3.7.3. You agree to follow any reasonable instructions and procedures of ours with regard to use of the Services as notified by us to you from time to time. 

3.8 Maintenance and Operations 

3.9.1 Where it is necessary for us to undertake maintenance of the Services, you will provide us with such access as is reasonably required and any information reasonably necessary for the maintenance of the Services, including the provision of passwords (which is your confidential information) where required. 

3.9.2. We reserve the right to make any change to the Services (including to vary the technical specification of the Services). We shall not be required to give notice to you of such change in accordance with Clause 13.4 if the change is exclusively for your benefit. 

3.9.3 We reserve the right at any time to make any change, addition to or replacement of any part of our network and/or Services where this is required to conform to any applicable law. 

3.8.4 We will use reasonable endeavours to give you as much notice of any suspension of the Services (or part thereof) required to carry out scheduled maintenance. You acknowledge and agree that it may not be possible to give any prior notice of maintenance in the event of an emergency. 

3.9 Permitted Use 

3.9.1 You shall not: 

(a) use the Service to or allow the Service to be used: 

  • (a) to send, communicate, knowingly received, upload, download or use any material [or make any calls] (where relevant) that are offensive, abusive, obscene or are intended to deceive; 

  • (b) to download, possess or transmit any way, any illegal material; 

  • (c) to engage in criminal, illegal, terrorist or unlawful activities; 

  • (d) to violate or infringe the rights or property of any person including rights of copyright and any other intellectual property rights, privacy or confidentiality;  

  • (e) to impair intentionally or attempt to impair, without authorisation, the operation of any computer, prevent or hinder access to any program or data held in any computer or to impair the operation of any such program or the reliability of any such data; 

  • (f) via a device allowing the routing or re-routing of such Service on, from or to our Network; 

  • (g) to send, communicate, knowingly receive, upload or download data [or make any calls] in such a way or in such amount which we believe is or is likely to be detrimental to us, to the provision of services to you or any of our customers or any other users of our Network ; or 

  • (h) in a manner which may damage our reputation or any group company, the services provided by us or bring us or any group company, our Service or our network into disrepute. 

3.9.2 You must not use Service in a way that breaches any law, regulation or rule in force in England and Wales, Scotland or Northern Ireland (as appropriate). 

4. Faults

4.1 You will report any fault with your Service or equipment to us as soon as possible. For the avoidance of doubt, we will investigate any formal complaints reported to us from the date the issue was first logged with us. If you are dissatisfied with the timeline to resolve the fault or the way the fault has been handled you can raise a complaint, with us.

5. Charges and payment 

5.1 In consideration of the provision of the Services by us, you shall pay the Charges in pounds sterling in accordance with this Clause 5. 

5.2 The Charges are fixed for the Minimum Period of the Contract except for changes in VAT.   

5.3 We may charge and you shall pay the reasonable demonstrable costs incurred by us where such reasonable costs have been or are likely to be incurred in the following circumstances: 

5.3.1 where information required or requested for an Order that is provided by you is illegible, inaccurate or incomplete or where information is not provided promptly by you, provided that we notify you in writing about the matter and you have a reasonable opportunity to rectify the matter; or 

5.3.2 where a fault relates to equipment other than TELEAUORA Equipment;  

5.3.3. where we have investigated a fault and such fault cannot be found by us; or  

5.3.4. pursuant to Clause 3.3.2 (relating to Abortive Visit Charges).  

5.4 Unless the parties agree otherwise in the Order, invoices shall be sent via electronic email to such nominated person as the Parties shall agree, and receipt shall be deemed to have occurred on the same day as the sending of such email if sent before 17.00 hours, or the following day if sent after 17.00 hours.  You shall pay to us the Charges within 30 days after the date of the email containing the relevant invoice was deemed received (the "Due Date") which: 

5.4.1 for the Rental Charges, shall be invoiced by us monthly in advance each Contract Month (and for each of the first and final Contract Month shall be pro-rated) from the Services Commencement Date; and   

5.4.2. for all other Charges, including Installation Charges, shall be invoiced by us on or around the Service Commencement Date, unless otherwise stated on the Order. 

5.5 You will pay all Charges by BACS or direct debit to us. 

5.6 If you consider that an invoice is incorrect you must contact us by email at the following email address hello@teleauora.com. 

5.7 If you fail to pay by the Due Date, we shall be entitled to charge interest on the overdue amount, from the Due Date up to the date of actual payment, after as well as before judgment, at the rate of four per cent (4%) per annum above the base rate from time to time of the Bank of England.  Such interest shall accrue on a daily basis.   

5.8 All Charges and payments referred to in the Contract are stated exclusive of value added tax (VAT). We will add VAT that is chargeable to you to your invoice.   

6. Confidentiality 

6.1 You shall keep as confidential all information disclosed to you by or on behalf of us, which could be reasonably considered to be confidential. This shall include, but not be limited to, all information disclosed by us to you which relates to our business which is not in the public domain. You shall not use any information so provided except to perform your obligations under the Contract. You shall immediately return to us all such information (and copies of it) on termination or cancellation of the Contract. 

7. Personal data

7.1 We use your personal data to provide and manage your Service. We may share your personal data with law enforcement agencies if required by law. For full details, please see our Privacy Policy available at [ADD DETIALS]. You agree to our Privacy Policy by ordering and/or using the Services.  

8. Our Liability to you

8.1 We will be liable under the Contract and do not limit our liability:  

8.1.1 for death or personal injury caused by our negligence;  

8.1.2 for fraud or fraudulent misrepresentation; and 

8.1.3 any liability that may not otherwise be excluded or limited by law.  

8.2 Subject to Clause 8.1 we will not be liable to you for:  

8.2.1 any loss or damage which is not reasonably foreseeable; 

8.2.2. any business loss (including loss of profits, business, revenue, contracts or anticipated savings, and wasted expenses ) or any loss of, corruption of or destruction of data, even if any such loss was reasonably foreseeable, or  for any indirect or consequential loss.   

8.3 Subject to Clause 8.1 and 8.2., our total liability to you under the Contract (whether due to our breach, negligence or otherwise) in a twelve (12) month period shall be limited to the Charges payable by you to us under the Contract in that 12 month period.      

9. Intellectual Property Rights and Software

9.1 The intellectual property rights in any content, software or other materials (“Telauora Materials”) which we provide to you as part of the Service belong to us or  to our suppliers. We grant you a licence to use the Teleauroa Materials in order to receive the Service but you agree not to copy, modify, reverse engineer or publish the Teleauora Materials and you agree not to supply them to any other person.  

9.2 You agree to comply with the terms of any end user licence agreement and any other agreements reasonably required by the owners of any intellectual property rights in any software for the protection of the software and the owner's rights therein notified to you by us from time to time.  

10. Force Majeure and Relief Events

10.1. We are not responsible to you for any delay or failure in providing the Service caused by something beyond our reasonable control. This could be instances such as an act of God,  lightning, flood, severe weather, fire, explosion, terrorist activities, epidemic, riots, war, an act by a government or other public authority, or strikes or other industrial action.  

10.2. We will not be liable for non-provision or delay in the provision of the Services to the extent that such non-provision or delay is a result of a Relief Event. A Relief Event means: a breach by you of your obligations under the Contract, a fault or failure of equipment on your side of the Demarcation Point and/or any event leading to a period of suspension in accordance with Clause 11. We will provide reasonable evidence to you of the circumstances on which we are relying and use reasonable endeavours to mitigate the impact of the Relief Event.  

11. Suspension of Service

11.1. We reserve the right to suspend the relevant Services or part thereof for the following reasons: 

11.1.1 to carry out scheduled maintenance or in response to an emergency; 

11.1.2 to make any modification, change, addition to, or replacement of, any part of our Network or any software or the Services where this is required to conform with any applicable safety, statutory or legal requirements; 

11.1.3 where you fail to pay any Charges in accordance with Clause 5, subject to us giving you no less than ten (10) days' prior written notice of your failure to pay and advising that the Services will be suspended if you do not pay within ten (10) days and such notice having expired without due payment by you; 

11.1.4 we are no longer able to provide a Service (or any part of it); 

11.1.5 where, in our reasonable opinion you or anyone using the Service has been or is in breach of the AUP subject to the provision of reasonable prior notice wherever practicable;  

11.1.6. where we are obliged to comply with an order, instruction or request of a government, court, law enforcement agency or other competent administrative or regulatory authority, provided that we provide you written notice of the matter, where practicable, in advance;  

11.1.7. where we suspect fraud or any other unauthorised activity ; 

11.1.8 you or anyone you authorise to deal with us on your behalf acts in a way towards our staff or agents which we reasonably consider to be inappropriate;  

11.1.9 where we have the right to terminate the Contract in accordance with its terms; or 

11.1.10 You use a service for any trade, business or profession. 

Where we suspend a Service, the Contract will continue unless terminated in accordance with clause 12; and unless the suspension is under clauses 11.1.1, 11.1.2,11.1.4 or 11.1.6 we may require you to pay your Charges and our reasonable costs for suspending, your Services and reconnecting and resuming them. 

12. Term and Termination

Term

12.1 The Contract shall commence on the Effective Date and shall continue for the Minimum Period set out in the Order or your Confirmation Email. The Minimum Period starts on the Service Commencement Date. If you want us to stop providing you the Service at the end of the Minimum Period you need to give us notice in accordance with these Terms and Conditions.  

12.2 Either party may terminate the Contract on not less than thirty (30) days’ written notice to the other party to expire at the end of the Minimum Period.  If you do not provide us with notice to terminate the Contract at the end of the Minimum Period or you do not enter into and sign a new Contract, we will continue to provide the Service to you on a month to month basis, on the then current standard monthly price for that Service as set out in the PriceList. We will send you an end-of-contract-notification which will provide you with the relevant details. Once the Minimum Period has expired you will need to give us thirty (30) days’ notice to terminate the Contract. During this notice period, we will carry on providing the Services and you will pay the charges for the Services provided during the notice period but no Early Termination Charges are payable. 

Termination by Customer

12.4  

  • (a) Unless you are within your 14 day cancellation period (Clause 2.5), if you want to terminate the Contract (or any Service we provide you under it) you will need to give us 30 days’ notice in writing to hello@teleauora.com. We will continue to provide your Service and charge you for it during the notice period and you must pay any outstanding fees up to the end of your notice period. 

  • (b) If you terminate the Contract under clause 12.4(a) prior to the Service Commencement Date, (and not during the cooling off period) you will pay the Cancellation Charges. We will tell you how much this will be before you terminate. 

  • (c) If you terminate the Contract under clause 12.4(a) on or after the Service Commencement Date (and not during the cooling off period) you will pay the Early Termination Charges. We will tell you how much this will be before you terminate. 

12.5 If we notify you of changes pursuant to Clause 13.4 and you do not agree with these changes, you may terminate the Contract by providing written notice to us within thirty (30) days after receiving such notification from us. If you choose to terminate the Contract in accordance with this clause, you will not be liable for any additional charges except for the Charges for the period of time we delivered the Services to you prior to the actual termination of them and for all incurred but outstanding Charges. Your continued use of the Services after the notice period for the changes will constitute your acceptance of them. 

12.6. You may terminate the Contract if we breach any material term of the Contract and, if we are able to rectify the breach, we have not done so within 30 days. 

Termination by Teleauora

12.7 We may terminate the Contract:  

12.7.1 immediately upon written notice to you if Ofcom prohibits or suspends the provision of the Services by us;  

12.7.2 immediately upon written notice to you where, due to a change in applicable law or an event beyond our reasonable control, a licence that is required for the lawful provision of the Services is revoked;  

12.7.3 on not less than thirty (30) days’ written notice to you for any other reason, provided that the date of termination is after the expiry of the Minimum Period;  

12.7.4 where we are entitled to suspend the Service under Clause 11 above; 

12.7.5 you do not make any payment to us when it is due and you still do not make payment within 10 days of us reminding you that payment is due; 

12.7.6 you do not, within a reasonable time, allow us access to your property to supply the Service and/or to deliver any equipment required as part of your Service; 

12.7.7 you have a statutory demand or bankruptcy petition issued against you, or an insolvency practitioner applies to the court for an interim order under the Insolvency Act 1986 (as amended from time to time), or makes a proposal for an individual voluntary arrangement under that legislation, or if you are declared bankrupt, or make a composition or arrangement with or for the benefit of any of your creditors, if any legal action is taken or threatened against your property, or anything similar; 

12.7.8 you breach any material term of the Contract and, if you are able to rectify the breach, you have not done so within 30 days of us asking you to do so; or 

12.7.9 we are specifically entitled to do so under any other clause of the Contract. 

12.8 We may terminate the provision of a Service to any property on thirty (30) calendar days’ written notice to you if: (i) a property has been demolished; or (ii) any licences or consents that are required to provide the Services at the property are revoked. In such circumstances, we may be entitled to recover the Early Termination Charges from you save where the demolition or loss of licence or consent is due to an act or omission of ours. 

12.9 Where we terminate the Contract pursuant to clauses 12.7.4 (except for the reasons for suspension set out in clauses 11.1.1, 11.1.2,11.1.4 or 11.1.6), 12.7.5, 12.7.6, 12.7.7,12.7.8, 12.7.9 or 12.8 or any other termination right we have due to your act or omission, then we shall be entitled to invoice you immediately following the termination date of the Contract and you will be liable to pay us in accordance with Clause 5 the Cancellation Charges or Early Termination Charges, as applicable. 

12.10 Upon termination of the Contract or a Service, you shall  return to us and, where requested by us shall allow us or our agent access to your property to remove any TELEAUORA Equipment, and other items that belong to us and we shall remove all such TELEAUORA Equipment from your premises as soon as reasonably practicable. You may have to pay extra charges for such equipment, including the replacement cost or reasonable recovery costs as set out in the Price List if you fail to return it or fail to grant us access to retrieve it as the case may be. 

13. Contact Between Us, Complaints and Charges

13.1 You can contact us by telephoning our customer service team on +44 20 4634 9993 or by emailing us at hello@teleauora.com or by writing to us at our registered office address. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you have provided to us in your Order. 

13.2 We aim to resolve all complaints promptly. Yous should contact us as set out above. Please refer to our complaints and disputes resolution procedure. 

13.3 If you wish to make a change to the Service you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of your Service, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. 

13.4 We will give you at least 30 days’ notice of any changes we make to the Contract unless it is: (i) exclusively for your benefit; (ii) purely administrative and has no negative effect on you; or (iii) directly imposed by law. 

14. Miscelaneous

14.1 Failure or delay by either of us to enforce our respective rights under the Contract shall not prevent you or us (as the case may be) from taking further action.

14.2  If any provision of the Contract is held by a court or any government agency or authority to be invalid, void or unenforceable, the remainder of the Contract shall, to the extent possible, remain legal, valid and enforceable. 

14.3 Nothing in the Contract shall constitute, or be deemed to constitute, a partnership, association, joint venture and/or contract of employment between us and you, nor authorise you to act as agent for us. You shall not have authority to make representations for, act in the name of, or otherwise bind us in any way. 

14.4 Unless expressly stated otherwise no modification, amendment or other change may be made to the Contract or any part thereof unless recorded in writing and executed by authorised representatives of TELEAUORA and you. 

14.5 If any provision of the Contract is or becomes invalid, illegal or unenforceable, it shall be deemed deleted, but that shall not affect the validity and enforceability of the rest of the Contract. 

14.6 The Contract represents the entire understanding between you and us in relation to the Service and supersedes all other written or verbal representations, statements or agreements made by either you or us relating to the Service. 

14.7 The Contract is personal to you and you may not transfer your rights and/or obligations under it to any third party without prior written consent from us. We may transfer the Contract and/or some or all of our rights and obligations under it at any time. We may use Subcontractors to perform the Services provided that we remain liable for the act or omission of the Subcontractor in relation to the Services. 

14.8 Notwithstanding any other provision in the Contract, nothing in the Contract will create or confer any rights or other benefits pursuant to the Contracts (Rights of Third Parties) Act 1999 in favour of any person, other than you or us. 

15. Governing law and Jurisdiction

15.1 The Contract shall be governed by English law and each of you and us submit to the exclusive jurisdiction of the English courts.  We both further agree that any non-contractual obligations arising out of or in connection with the Contract shall be governed by English law and subject to the exclusive jurisdiction of the English Courts. 

Schedule 1: Definitions

1. Definitions

1.1. In the Contract (except where the context otherwise requires) the following words and expressions shall have the meanings set out below. Additional terms may be defined in the context of particular provisions of the Contract: 

  • "Abortive Visit Charge" means the amount set out or referred to in the Order, or TELEAUORA’S Price List (as applicable) charged by us if it is unable to gain access to or install equipment at a Site; 

  •  “AUP" means our acceptable use policy which can be found on our website at www.teleauora.com.au as updated from time to time; 

  • "Business Day" means a day which is not a Saturday, Sunday or a public holiday in the United Kingdom 

  • “Business Hours” means the period from 8am until 5pm on any Business Day. 

  • “Cancellation Charges” means the charges that you shall pay if the Contract or part of it, is cancelled prior to the Service Commencement Date and may include any relevant third party supplier charges incurred as a result of such cancellation, any unpaid Installation Charge, any other one-off Charges and any unpaid but agreed by you, Excess Construction Charges;

  • "Charges " means the amounts payable by you for the Services in accordance with the Contract and as set out in an Order or the TELEAUORA Price List 

  • “Confirmation Email” means the email that we send you confirming that we can provide the Services that you have requested in an Order. 

  • “Customer” means the Party with whom TELEAUORA contracts to provide the Services to. 

  • “Customer Equipment” means any equipment which is supplied by or used on behalf of you. 

  • "Demarcation Point" means unless otherwise defined in the Contract the demarcation point up to and including TELEAUORA Equipment which we are responsible for and which is used in the provision of the Services. For clarity the demarcation point will be the switch located in the Customer’s premises and will not include Routers or Wifi equipment; 

  • "Early Termination Charge" means the charges that you shall pay,  if the Contract (or part of the same) or Service is cancelled after the Service Commencement Date but prior to the end of the Minimum Period and shall include Rental Charges for the remainder of the Minimum Period and may include any relevant third party supplier charges incurred as a result of such cancellation, any unpaid Installation Charge, any other one-off Charges. 

  • "Effective Date" means the date set out in your Confirmation Email; 

  • "Installation Charges" means the installation charges payable by you as specified in the Contract; 

  • "Minimum Period" means the minimum period for the Contract, as set out in the Order, commencing on the Service Commencement Date; 

  • "Network" means the overall system owned, used or operated by us and through which certain Services will be provided by us under the Contract; 

  • "Order" means our order form from time to time which you shall complete to order Services and which shall be submitted by you in accordance with Clause 2, either manually or electronically, as directed by us; 

  • “Portal” means portal provided by us to you on which you place Orders; 

  • "Price List" means the price list for the Services provided by us, as updated by us from time to time which is set out on our Residential Internet page;

  • "Rental Charges" means the rental charges payable by you as specified in the Contract; 

  • “Router” means a router connected to the Services which is either (i) purchased by you from us or (ii) supplied by you as part of the Customer Equipment.  

  • "Service Commencement Date" shall have the meaning set out in Clause 3.7.1; 

  • "Subcontractor"  means a subcontractor of ours engaged by us to perform all or any part of the Services or any other obligation of ours under the Contract and which includes carriers; 

  • "TELEAUORA Equipment" means any equipment which is supplied by or on behalf of us for the purpose of providing the Services and includes any equipment specified in the Contract in respect of which title will remain with us, the Subcontractor or their respective subcontractors or suppliers;  

  • "Terms and Conditions" means these terms and conditions;   

 1.2 In the Contract (except where the context otherwise requires): 

(a) references to the singular include the plural and vice-versa;  

(b) except where the context expressly requires otherwise, references to Clauses, paragraphs, subparagraphs and Schedules are references to Clauses, paragraphs, subparagraphs and schedules of or to the Contract and references to Parts are to parts of the Schedules; 

(c) the headings are for convenience only and shall not influence the interpretation of the Contract; 

(d) any reference to time of day is to the local time in the United Kingdom; 

(e) general words introduced or followed by the word "other" or "including" or "in particular" shall not be given a restrictive meaning because they are followed or preceded (as the case may be) by particular examples intended to fall within the meaning of the general words; and 

(f) a reference to a statute, statutory provision or any subordinate legislation made under a statute is to such statute, provision or subordinate legislation as amended or re-enacted from time to time whether before or after the date of the Contract and, in the case of a statute, includes any subordinate legislation made under that statute whether before or after the date of the Contract. 

Schedule 2: Terms for Purchase of Routers By You From Us

  1. You may request to purchase a Router from us in place of providing your own Router to connect to the Services. 

  2. If you want to purchase the Router, details will be set out in the Order Form.  

  3. We will deliver the Router to the address of your premises set out in the Order Form and the date of delivery to the address of such premises is when delivery will be deemed to have occurred (“Delivery”). 

  4. We will provide instructions for you to connect the Router to the Services. 

  5. Risk in the Router passes to you on Delivery. 

  6. Title to the Router will not pass to you until the we receive payment in full (in cleared funds) from you for the Router. 

  7. We warrant that on Delivery and for a period of 12 months from the date of Delivery (“warranty period”), the Router shall: 

    (a) conform with its description; 

    (b) be free from material defects in design, material and workmanship; 

    (c) be of satisfactory quality (within the meaning of the Sale of Goods Act 1979); and 

    (d) be fit for any purpose held out by us. 

  8. Unless an exception applies under paragraph 9 below if: 

    (a) you give us notice in writing during the warranty period within a reasonable time of discovery that the Router does not comply with the warranty; 

    (b) we are given a reasonable opportunity of examining the Router; and 

    (c) you return the Router to us at our cost, 

we shall, at our option, repair or replace the defective Router, or refund the price of the defective Router in full and this will be your only remedy for breach of the warranty. These terms shall apply to any repaired or replacement Routers supplied by us. 

9. We will not be liable for the Router's failure to comply with the warranty at paragraph 8 if: 

(a) you make any further use of the Router after telling us it is non-compliant; 

(b) the defect arises because you failed to follow our oral or written instructions as to the storage, installation, commissioning, use or maintenance of the Router or (if there are none) good trade practice; 

(c) you alter or repair the Router without our written consent; or 

(d) the defect arises because of fair wear and tear, wilful damage, negligence, or abnormal working conditions. 

10. Where we replace a Router, the original Router returned by you will belong to us.