Residential service terms

This agreement is between you, the customer, and Luma Fibre Limited, company number 17275056, registered office 238A Telegraph Road, Heswall, Wirral, CH60 0AL.

We supply a residential full-fibre broadband service to your property at the package and speed you select, subject to survey and availability.

Installation is £0 on packages delivered over Luma Fibre's own network. There is no installation charge for the standard install on those products.

Some addresses are served over another company's fibre network. Where that applies, that network operator may charge for installation. If any such charge applies to your address, we will tell you the amount before you commit to an order, and you are free not to proceed.

We will confirm an activation date with you once installation is complete. The service begins on the date we confirm it is live at your property.

Residential packages have a minimum term of 24 months from the activation date, unless we agree a different term with you in writing.

Current residential monthly charges, all inclusive of VAT, are:

• Essential Fibre (Luma 150): £24 a month, price includes VAT — £0 installation on luma's own network.
• Family Fibre (Luma 500): £32 a month, price includes VAT — £0 installation on luma's own network.
• Ultra Fibre (Luma 900): £39 a month, price includes VAT — £0 installation on luma's own network.

Residential prices shown to you include VAT at the rate applicable at the time of charge. If the rate of VAT changes, the amount of VAT included in your price will change accordingly.

We bill monthly in advance. Your bill will show the package charge, any one-off charges agreed with you, and the total due.

Payment is due by the method and date agreed when you signed up. If a payment is missed, we will contact you before taking any further action.

The monthly broadband price we agree with you is fixed for your 24-month minimum term. We will not increase it during that term, including in line with inflation.

If we ever need to change your price after your minimum term ends, we will tell you in advance, explain your options, and act in line with our regulatory obligations.

Your residential service includes an Amazon eero router, supplied on loan for as long as you take the service from us. It is not sold to you unless we expressly tell you in writing that you have bought it.

eero mesh equipment is not included with any package. You can buy mesh equipment separately; anything you buy belongs to you, and none of the loan and return terms below apply to it.

• Loan equipment remains the property of Luma Fibre Limited unless we state otherwise to you in writing.
• It is provided for your use while you are receiving the service from us.
• Please take reasonable care of it. Do not sell, dispose of, or transfer loan equipment to anyone else.
• Where loan equipment develops a fault, we will arrange repair or replacement where appropriate.
• You may be required to return loan equipment when your service ends, using instructions and packaging we provide.
• If loan equipment is not returned, or is lost or damaged beyond fair wear and tear, a reasonable replacement charge may apply. If that applies to you, we will tell you the amount and how it has been calculated before charging it.
• eero hardware, software and any associated services may also be subject to applicable terms and privacy information published by eero/Amazon, in addition to this agreement.

Equipment we supply on loan as part of the service remains our property and must be returned or made available for collection if we ask for it back, including at the end of your service.

Equipment you have bought from us or from someone else is yours. You never have to return equipment you have bought.

We use several different ways of describing speed, and it helps to know the difference between them:

• Package/network capability: the maximum speed the network serving your address can technically deliver for the package you have chosen.
• Advertised speed: the speed used in our marketing, based on what a typical customer on that package can expect to achieve at peak time.
• Address-specific expected speed: the download and upload speeds we expect to be achievable at your specific address, which we aim to give you before you sign up. These depend on the product you choose and the network available at your address, so they are not the same for every address.
• Matching upload and download speeds apply to our own full-fibre products. Where your service is delivered over another company's network, the upload speed may be lower than the download speed, and we will tell you the expected speeds for your address before you order.
• Wi-Fi speed in the home: the speed actually experienced over Wi-Fi inside your property, which is usually lower than the speed delivered to your property and depends on factors described in section 14.

Wi-Fi speed inside your home is affected by the construction and layout of your property, the location of your router, interference from other equipment and networks, the number of connected devices, and the capability of each device. A wired connection will generally give a faster and more consistent speed than Wi-Fi.

If you experience a fault, you can report it to us using the contact details on our Contact page. We will investigate and keep you updated.

Your use of the service must comply with our Acceptable Use Policy, which forms part of this agreement.

If you move home, tell us as early as possible. We will try to transfer your service to your new address where it is available. If it is not available, we will explain your options, which may include ending the agreement without an early termination charge in that specific circumstance.

You can cancel by email or in writing — whichever you prefer. We will confirm your cancellation and the date your service will end.

If you cancel during the minimum term other than in the circumstances described in this agreement (for example, cooling-off, our failure to provide the service, or a permitted no-charge move), the remaining contractual charges for the rest of your minimum term may become due as an early termination charge.

How the charge is calculated: the charge reflects the value of the remaining months left in your minimum term at the time you cancel, and is intended to compensate us for that remaining committed period rather than to penalise you.

What period it covers: the period from your cancellation date to the end of your original minimum term.

When it does not apply: it does not apply if you cancel during your statutory cooling-off period, if we are at fault (for example a serious, unresolved failure of service), or in other circumstances set out elsewhere in this agreement.

How you are told the amount: we will tell you the amount of any early termination charge, and how it was calculated, before it is applied to your account.

How you can dispute it: you can dispute whether a charge applies, or the amount charged, using our complaints process, and you can refer an unresolved dispute to the Communications Ombudsman.

The calculation accounts for costs we no longer incur once your service ends (such as ongoing network and support costs we would otherwise have provided during the rest of your term), in line with our obligations under consumer protection and communications law.

If you signed up at a distance (for example online or by phone) or off-premises, you have a statutory right to cancel within 14 days without giving a reason and without charge, subject to the usual rules on services that have already begun at your request.

We may suspend the service where reasonably necessary, for example for network maintenance, safety, security, non-payment, or suspected breach of the Acceptable Use Policy. Where practical, we will tell you in advance.

We may end this agreement if you seriously or repeatedly breach it, including persistent non-payment, and we have given you a reasonable opportunity to put things right first.

We may need to update these terms from time to time, for example to reflect changes in the law or our services. We will tell you about material changes in advance and explain your options, including your right to leave without an early termination charge where the law requires that option.

If something goes wrong, please see our Complaints Code of Practice, which explains how to raise a complaint and what happens next.

If we cannot resolve your complaint, you may be able to refer it to the Communications Ombudsman, an independent alternative dispute resolution scheme, free to eligible customers. We intend to become a member of this scheme; membership is not yet confirmed as accepted. See the Complaints Code of Practice for detail.

We handle your personal information as described in our Privacy Notice.

We are responsible for loss or damage you suffer that is a foreseeable result of our breaking this agreement or failing to use reasonable care and skill, but we are not responsible for loss that is not foreseeable, or for business losses if you are using the service for personal, non-business purposes.

This agreement is governed by the law of England and Wales, and the courts of England and Wales have jurisdiction, without affecting any other rights you may have as a consumer in the part of the UK where you live.