Terms & Conditions
The following definitions used in
these terms and conditions shall have the meanings given to them
Skylight Electrical Contractors
Limited ( ‘us’, ‘we’, ‘our’) is a provider of various Internet
services, registered in England and Wales (Company no:08839461).
Our registered office and principle place of business is at
Ringslade House, Broadway Road,Kingsteignton,Devon.TQ12 3EH
‘Skylight Broadband’ is the brand
name and trading style for Skylight Electrical Contractors
Limited own Internet and Data Connectivity Services.
‘Business working hours’ means the
hours between 0900 and 1730 UK local time Monday to Friday,
excluding UK public holidays.
‘Customer Access Radio’, ‘Radio’
means the radio device used to access the wireless based
Internet service. This may either be a dish based radio, or a
flat panel radio. It is predominantly installed outside the home
data speed as measured
between our service routers
with average packet
‘Charges’ means any charges which the
Customer is liable to pay under this Contract, for example
installation costs, line rentals, service rentals, management
‘Credit Limit’ means the credit limit
agreed between SKYLIGHT ELECTRICAL CONTRACTORS LTD. and the
Customer in this Contract. Unless otherwise agreed the credit
limit shall be ten (10) days from the date of invoice for any
goods or services provided by SKYLIGHT ELECTRICAL CONTRACTORS
‘Customer’, ‘Subscriber’, ‘You’ or
‘Your’ means the person, body or corporate contracting Skylight
Electrical CONTRACTORS LTD.to supply the Service(s) under this
‘Equipment’ means any physical
Equipment, hardware or products supplied by SKYLIGHT ELECTRICAL
CONTRACTORS LTD. to the Customer as part of the Service such as
Customer Access Radios, Wi-Fi access points, routers, modems and
associated cables, fibre and filter(s).
‘IP address’ mean the unique Internet
Protocol address assigned to your connection.
‘Minimum Notice’ means the notice
required to terminate the relevant Service.
‘Minimum Period’, ‘Minimum Term’
means the minimum period for the supply of the relevant service.
‘Prices’, ‘Charges’, means the prices
for the relevant Service and Equipment as amended by Skylight
Electrical CONTRACTORS LTD.from time to time.
‘Service’ or ‘Services’ means the
supply, connection and provision of the SKYLIGHT ELECTRICAL
CONTRACTORS LTD. Internet connection. The Internet connection
method is access by radio (wireless).
‘Service Credit’ means a full or
partial credit against any Service charges.
‘SLA’ means Service Level Agreement.
‘Property’ means the Customer’s Property or the Property owned
by others at which any Equipment shall be installed (and
programmed) if necessary and/or the Service provided.
‘Our website’ means the Skylight
Broadband website available at www.skylightbroadband.com, and
the various subdomains of [subdomain].skylightbroadband.com.
‘Voipfone’ means iNet Telecoms® Ltd,
Sovereign House, 227 Marsh Wall
,London. E14 9SD. Voipfone is a provider of Voice over
Internet (VoIP) services to residential and small business
customers. Their VoIP service enable customers to make telephone
calls from their landline or Voipfone smartphone app to other
compatible VoIP numbers and traditional PSTN numbers.
‘VoIP’ means Voice over Internet
Protocol, a methodology and group of technologies for the
delivery of voice communications and multimedia sessions over
Internet Protocol (IP) networks, such as the Internet.
2.1. These terms
and conditions and any applicable SKYLIGHT ELECTRICAL CONTRACTORS
LTD. Charges (altogether the ‘Terms’) set out the legal
relationship between You and SKYLIGHT ELECTRICAL CONTRACTORS LTD.
and the basis on which SKYLIGHT ELECTRICAL CONTRACTORS LTD. will
provide goods and services to you.
2.2. You agree to
be bound by these Terms either by signing an order form or
agreement, or upon delivery of the relevant Terms to You or by
Your use of the Service or by allowing others to use the
2.3. While these
Terms set out the express terms on which we agree to provide the
Services, nothing in these Terms will affect your statutory
rights unless expressly stated otherwise.
3. New Connections:
3.1. All of
SKYLIGHT ELECTRICAL CONTRACTORS LTD.’s Services are available by
ordering by telephone, E-mail, or in person.
ELECTRICAL CONTRACTORS LTD. operate as much as possible a
paper-less and post-less system when administering new Customer
connections in the efforts to reduce our effect on the
environment, improve efficiency and communication and pass on
savings made to our customers.
3.3. A contract
will be E-mailed to you for your acceptance and signature.
SKYLIGHT ELECTRICAL CONTRACTORS LTD. processes paperwork and
contracts paperless & electronically using signable. Your
eSignature indicates that you would like to place the order
against the Services specified and agree to these Terms and
Conditions and associated Fair and Acceptable Usage Policy.
SKYLIGHT ELECTRICAL CONTRACTORS LTD.’s Services will only be
supplied to an eligible address that matches the billing address
for your chosen payment method and you must be at least 18 years
old and a resident of the UK when you place your order with
SKYLIGHT ELECTRICAL CONTRACTORS LTD..
customers may only use the appropriate business-grade Services
available to order. If a business is found to use a residential
service, then we reserve the right to change the Service to a
business Service and change the Charges or terminate the
contract where our early termination fees may apply without
notice. Businesses who are not UK VAT registered or who employ
fewer than 2 employees may select a residential service at the
discretion of SKYLIGHT ELECTRICAL CONTRACTORS LTD., the basic
monthly subscription must have a value of at least £37.50 +VAT
per month if SKYLIGHT ELECTRICAL CONTRACTORS LTD. allows this.
Equipment provided by SKYLIGHT ELECTRICAL CONTRACTORS LTD. for
the Service remains the property of SKYLIGHT ELECTRICAL
CONTRACTORS LTD. unless otherwise advised in writing. For radio
based connections, the Customer Access Radio, in particular and
the associated mounting brackets, cabling, and connectors must
not be tampered with, unplugged, painted, changed, touched,
damaged or otherwise interfered with or for you to let any other
person do so.
4.2. You are
responsible for any damage or loss of Equipment, unless this is
caused by our negligence or our contractor’s whilst installing,
upgrading, or maintaining the Equipment or where the fault is
caused by the Equipment during its normal operation.
4.3. You are
responsible for ensuring that the Equipment is secure and
protected from unauthorised interference.
4.4. Equipment is
provided with a 12 month warranty, subject to the exclusions in
4.5, that begins on the Service commencement date. Any eligible
faults, subject to 4.5, arising with the Equipment during this
period will be covered by the warranty at no extra cost,
excluding engineering time or postage charges, where we send
replacements by post or courier, and engineer visits, where
connections that are damaged because of factors out of our
reasonable control, including but not limited to, electrical
surges and damage, lightning damage, storm/wind damage, flood
damage, acts of war or riots damage, then there may be a service
fee to replace or repair the damaged Equipment. Currently this
service fee is £150+ VAT for a complete re-installation of a
standard-installation. This figure may be subject to change as
our costs change and the price is quoted at the time of the
4.6. For other
applicable repair charges please see section 16.
ELECTRICAL CONTRACTORS LTD. recommends that customers protect the
electrical & networking Equipment with an electrical mains surge
protector or/and an uninterruptible power supply (UPS). Such UPS
devices do not offer 100% protection, however they can prevent
most common electrical mains problems. Surge protectors and
battery backup systems (UPS) are available from certain third
party retailers at extra cost.
5.1. Once your
order has been confirmed and accepted, we will contact you to
arrange a site survey and installation of any Equipment that we
need to install at your premises. Often, for radio-based
connections the physical site-survey and installation take place
at the same time. You must ensure:
someone is available on the date and time to allow us to deliver
and install the equipment and Service.
5.1.2. That you
are the owner or have sought the necessary permission from the
owner, landlord or local authority (such as for planning or
listed building consent where required) for the installation of
the Equipment. We take no responsibility for you not obtaining
the necessary permission if you need this.
5.1.3. That you
have prepared the installation premises for the installation
according to our expectations. These expectations include but
are not limited to clear and unrestricted access to the Customer
Access Radio mounting position, the entire route in which the
cabling will route from the Customer Access Radio to the
internal termination point and any internal locations we may
need access to, and that at least 2 x 13 Amp UK mains sockets
are available for the Customer Access Radio and Wi-Fi router to
be powered from.
5.1.4. That your
own network equipment and/or computers meet the required
specification to use the Service. Generally speaking, this means
any networked device is no more than five (5) year’s old from
the date you sign up to our service, and is capable of 802.11n
Wi-Fi, certified for use in the EU/UK. If you use devices which
are older than five (5) year’s old, then we take no
responsibility for any potential adverse performance or
reliability issues caused by your use of these.
5.1.5. If our
engineer arrives and any of the above is not met and we are
unable to proceed with the installation, then we reserve the
right to charge an abortive engineering charge. A new date and
time will be provided which is subject to engineering
availability and the installation will be subject to the
installation charges set out.
connections include 1 x Customer Access Radio, 1 x standard
mounting bracket allowing the radio to attach to a brick wall or
similar vertical wall, up to 30 metres of CAT5 cable to run from
the Customer Access Radio to a termination point inside of the
customer’s building, 1 x drilled hole through masonry/wood (to
maximum depth of 300mm) to allow the CAT5 data cable access into
the Customer’s building, 1 x power supply for the Customer
Access Radio and 1 x WIFI router to provide the internet
service. Standard installations are expected to take no-longer
than two (2) hours to complete from our engineers turning
on-site and the Service being fully commissioned. Some
installation may take longer, and where factors within our
control cause this delay, then we will not charge customer’s
extra. Where customer’s delay the installation for any reason
that causes an installation to take longer than would have taken
place without the customer delay, then we reserve the right to
charge an extra labour charge according to our charges.
provided equipment, services or labour provided outside of the
scope of a standard installation are chargeable as defined
within this agreement.
radio-based connections they are available on request or after a
site survey has judged that a standard installation is not
possible. Non-standard installations for radio based connections
may include, but are not limited to additional lengths of CAT5
to permit for a Customer Access Radio installation further away
than 30m from the termination point; a different Customer Access
Radio mounting bracket to permit installation onto a nonstandard
mounting service, drilling of holes greater than 300mm or into
materials that aren’t standard such as metal, reinforced
concrete or similar.
installations are subject to SKYLIGHT ELECTRICAL CONTRACTORS LTD.
approval and we may reject non-standard installation if we
cannot provide them satisfactory.
installations are subject to quotation and sometimes after a
physical-site survey has been completed.
SKYLIGHT ELECTRICAL CONTRACTORS LTD., its partners or contractors
install data cabling underground on a customer’s land or
property, (usually but not limited to fibre and SWA mains power
cable installations), the Customer shall inform SKYLIGHT
ELECTRICAL CONTRACTORS LTD., SKYLIGHT ELECTRICAL CONTRACTORS
LTD.’s partners or contractors where existing underground
services are located accurately and completely before any work
takes place. SKYLIGHT ELECTRICAL CONTRACTORS LTD., SKYLIGHT
ELECTRICAL CONTRACTORS LTD.’s partners or contractors shall take
no responsibility for any damage to existing services, potential
and subsequent loss of the service(s) where the location of the
existing underground services was not accurately and completely
disclosed beforehand. Any damage which is caused by the
Customer’s negligence to properly inform on this matter may be
repaired at the sole discretion of SKYLIGHT ELECTRICAL
CONTRACTORS LTD., SKYLIGHT ELECTRICAL CONTRACTORS LTD.’s partners
or contractors upon agreement with the Customer and at extra
charge which shall be quoted before any work. If SKYLIGHT
ELECTRICAL CONTRACTORS LTD., SKYLIGHT ELECTRICAL CONTRACTORS
LTD.’s parnters or contractors are unable to repair or the
customer rejects our quotation, then the Customer must organise
the repair by other means. Example of existing underground
services may include but is not limited to: BT copper telephone
lines, BT fibre optic cables, local power distribution mains
power cables, mains water pipes, mains gas pipes, the customer’s
own water, mains power, fibre, data, or gas pipes.
6. Your network and devices
6.1. If you
connect the Service to your Local Area Network (LAN), you are
responsible for ensuring that the LAN does not adversely affect
our Equipment or our network. You are responsible for your LAN
including all aspects of its configuration including but not
limited to wireless access points, firewalls, computers, tablets
and phones. You are also responsible for your devices and other
devices that may connect to your LAN with or without your
knowledge. Our demarcation point with your LAN shall be the
Ethernet port and WIFI on router supplied to provide our
ELECTRICAL CONTRACTORS LTD. do not provide support for your
computers, tablet computers, smart televisions, or any other
networked device that may interact with the Service we provide.
Please consult with an IT technician for any assistance with
7. VoIP Services:
7.1. Our Internet
services are able to be used for VoIP services. As with any
service customers use on the Internet, we take no contractual
responsibility for their suitability, reliability, or any other
contractual responsibilities for them.
7.2. Please be
aware that unlike BT copper line services, to use VoIP services
you will require mains power to all required network devices
that deliver VoIP connectivity. This includes the Internet
connection equipment that we have provided, as well as any
internal network devices, VoIP phones, adapters or anything that
requires mains power. In the event of a mains power failure,
please be aware that your ability to use the VoIP service may be
limited and therefore we recommend for any critical phone
requirements that you either retain a BT copper line or ensure
your mobile phone works and has suitable reception. You may need
to consider contingency for dialling 999, the emergency
services, in the event of a mains power failure.
8. Upgrades/downgrades and changes
of Service requested by the customer
8.1. During the
minimum period (or subsequent new minimum period for applicable
184.108.40.206. We allow
customers to upgrade their Service and increase their monthly
data bundle (if applicable), and add any further data options
during the minimum period if our network capacity permits.
220.127.116.11. The new
charges applicable to the changes in service and options will be
applicable on the date of the upgrade.
during the minimum period will not vary the initial minimum
and Business customers may not downgrade their Service during
the minimum period.
8.2. After the
18.104.22.168. We allow
all customers to upgrade their Service, increase their monthly
data bundle (if applicable), and add any further data options if
our network capacity permits.
the customer provide SKYLIGHT ELECTRICAL CONTRACTORS LTD. at
least 30 days written notice (by post or E-mail), we shall allow
customers to downgrade their Service provision, reduce their
data bundle or service options.
9. Equipment maintenance and
9.1. From time to
time SKYLIGHT ELECTRICAL CONTRACTORS LTD. may need to repair,
replace, maintain or upgrade any Equipment installed on your
premises or to recover our Equipment following any termination
of this contract.
9.2. If SKYLIGHT
ELECTRICAL CONTRACTORS LTD. requires access, we will contact you
to arrange an appointment to attend your premises for this
purpose. You must agree to cooperate with us in arranging a
suitable time for us to arrange any visits and permit access to
all of the Equipment.
9.3. If SKYLIGHT
ELECTRICAL CONTRACTORS LTD. is unable to gain access in a timely
manner (defined as being 15 calendar days from first
notification) and is unable to carry out the maintenance, then
we cannot be held for any subsequent outages, faults, or
downtime associated with your service if the maintenance,
repair, replacement or upgrade would have prevented this, you
will also be unable to apply for any Service Credits. We will
charge for our Equipment which cannot be recovered which you
will be liable to pay if you terminate your service and we are
unable to recover this in a timely manner.
10. Network maintenance:
10.1. From time
to time SKYLIGHT ELECTRICAL CONTRACTORS LTD. or its suppliers may
need to repair, replace, maintain or upgrade any core network
infrastructure beyond the customer premises to improve the
network performance, reliability or features, or allow new
components to be integrated into the network.
ELECTRICAL CONTRACTORS LTD. will make every reasonable effort to
provide prior written notice of planned maintenance work on our
website at www.skylightbroadband.com.com/Status or by E-mail. If
you are a business customer with an Ethernet service, we will
provide you with an E-mail notification in advance of this work.
It is your responsibility to make sure you monitor our website
status page and monitor your E-mails so that you are aware of
the potential disruption when the maintenance occurs.
Maintenance windows are usually between 00:01 and 06:00 UK local
time where the actual work and thus interruption of service may
only last for a small proportion of this. Although a large
window is advertised for contingency, the work often completes
SKYLIGHT ELECTRICAL CONTRACTORS LTD. or its suppliers may need to
make emergency maintenance. This emergency maintenance may not
be pre-planned and may need to be carried out immediately at any
time of the day without any prior notice. We will always make
best efforts to pre-warn of any interruption of service if we
are at the cause of it, however for emergency works, this may
not be possible.
10.4. Any Service
Level Agreements (SLAs) during any maintenance of any kind,
pre-planned or emergency, are not applicable and no Service
Credits can be requested.
11. Permitted users:
11.1. You are
responsible for all users who access the Internet through the
Service provided to you.
11.2. You must
make sure that all users of the Service are aware of these terms
and agree to abide by them.
11.3. You are not
permitted to resell, share, distribute the Service to anyone
outside of your premises to other residential users or
businesses or the wider community by means including but not
limited to wireless, cable or fibre unless you have receive
explicit permission to do so by SKYLIGHT ELECTRICAL CONTRACTORS
12. Fair and Acceptable Usage
12.1. For our
Fair and Acceptable Usage Policy (FAUP), please see the separate
Skylight Broadband Fair and Acceptable Usage Policy.
12.2. Your use of
our service is governed by the FAUP and you must abide by and
agree to the terms set out in it.
13. Technical details about the
of the Equipment
13.5.1. For radio
based Services, the Customer Access Radio incorporates a router
and firewall. By default the router and firewall modes are
enabled with the DHCP Server & NAT being enabled. The router is
configured initially and any changes are to be made remotely by
SKYLIGHT ELECTRICAL CONTRACTORS LTD. and no Customer access is
provided to the Customer Access Radios configuration pages. Any
attempt to access the management interface of the router will
constituent breach of Contract and possibly lead to termination
of service with associated termination fees being invoiced for
14. Optionally provided Equipment:
optional Equipment may include but is not limited to Wi-Fi
access points and network switches. Such Equipment is additional
to the providing the basic Internet Service.
14.2. Where the
optional Equipment is a Wi-Fi access point, SKYLIGHT ELECTRICAL
CONTRACTORS LTD. will allow the customer to access the management
interface of this device. Support for this additional equipment
is not included and changes are made at your own risk.
optional Equipment is provided with a manufacturer’s 12 month
warranty. We do not provide any support for this Equipment once
it has been installed.
15. Non-permitted actions:
specific terms for non-permitted actions when using the service
are set out in the Skylight Broadband – Fair Usage Policy.
16. Charges & Payment:
16.1. You have a
responsibility to pay any Charges due for the Services and
Products you receive from SKYLIGHT ELECTRICAL CONTRACTORS LTD. as
invoiced. These Charges are payable from the day that you sign a
Service agreement or Service activation, whichever comes first.
Recurring Charges will be collected in advance, whilst one-off
fees will be collected in arrears.
16.2. Our Charges
include the following fees:
subscription fee: A recurring Charge, paid monthly in advance,
for the provision of your monthly Service. The first payment
will be pro-rated from the date of connection to the end of the
calendar month. The regular billing cycle for regular Service
charges is the 1 st day of the calendar month.
fee: A one-off charge, paid at the time of activating your
fee: Paid if costs have already been incurred by SKYLIGHT
ELECTRICAL CONTRACTORS LTD. to process your order and subsequent
cancellation if you cancel your order before the Services
connection date, on top of any actual costs of providing the
Services. This charge is £25+VAT.
fee: Paid if your account has been suspended for any reason and
is subsequently reactivated without the need for an on-site
visit. This charge is £25+VAT.
termination fee: Paid if you cancel your service before the
minimum term has been reached.
engineering charge: Paid if you are not available during a
pre-arranged on-site survey, installation of service, or repair
of service, or our engineer is preventing from proceeding with
the arranged work because of factors within the Customer’s
control. This charge is £80+VAT.
CAT5e cable beyond 30m included as part of a standard
installation for wireless-based connections: £1.25+VAT per metre
Surface Mounted Box: £15+VAT
associated to routing cables beyond a standard installation
during the initial installation: £20+VAT per ¼ hour of part
evening or public holiday installation: Upon special arrangement
between SKYLIGHT ELECTRICAL CONTRACTORS LTD. and the Customer, we
can install a new service in the evening (defined as being
between 17.00hrs and 23.59hrs) and the weekend (defined as being
either Saturday or Sunday), or a UK public holiday. This carries
an extra charge on top of the agreed installation fee for
normal-working hour’s installations. Unless otherwise advised,
out of hour’s installation carry an extra charge of £100+VAT per
hour for any on-site work on top of the standard business
working hour installation rate.
non-standard installation items not specified on our price list:
Price on quotation and subject to agreement.
Charges where outside of scope of included support:
22.214.171.124. If we
need to return to the customer’s site to replace or reconfigure
a Wi-Fi Access Point that we have provided because the customer
has damaged, factory defaulted the settings or changed the
configuration which prevents it’s normal and desired operation.
This charge covers the labour only, and does not cover any
replacement parts if required: £65+VAT.
configuration or support charge. A charge for making any
customer requested changes remotely to the equipment or service,
or where the customer is requesting support for the equipment or
services we have provided which they have altered to an
undesired state and need resolving. Our standard remote
configuration charge is £20+VAT per ¼ hour or part thereof
within normal business hours.
charge, (Monday-Friday 09.00 – 17.00 excluding public holidays),
includes labour for the first ½ hour on-site: £50+VAT
charge for service calls after first ½ hour: £20+VAT per ¼ hour
of part thereof.
are charges according to 16.2.8.
fee. An administration fee is chargeable when we have do to
extra work because of something that you do not have to do.
These are not normally necessary and you can take steps to avoid
them. We will try to work with you to avoid additional admin and
therefore the charges applicable, and we may choose to
retrospectively credit an administration fee if you take steps
to avoid extra work for us. Our Administration fee is £10+VAT on
each occasion at our sole discretion (unless otherwise stated):-
126.96.36.199. If you
pay by BACS, Fast Payment or CHAPS (electronic transfer or
standing order) and don’t include your account number as a
reference so that your payment cannot be processed automatically
or quickly. 26/04/14
188.8.131.52. If you
overpay us and request us to return your payment. If the amount
requires us to pay for a particular payment service, then we
will charge the applicable cost for this in addition to our
184.108.40.206. If you
pay by Cheque.
220.127.116.11. If a
Cheque is returned unpaid by the bank.
18.104.22.168. If you
pay by credit or debit card and at a later date the payment is
clawed back. This applies if we successfully defend the claw
back or the claw back is later returned.
22.214.171.124. If you
pay by a credit card we will charge you £2.50+VAT a month.
126.96.36.199. If you
pay by Direct Debit and your payment fails.
188.8.131.52. If you
cancel a Direct Debit via your bank, and don’t inform us before
you cancel it with your bank.
184.108.40.206. If you
pay by Direct Debit and later claw back the payment. This
applies if we successfully defend the claw back or the claw back
is later returned.
you ask us to print and post an invoice. We E-mail invoices and
also provide them on-line within our customer portal for free.
you don’t use our signable eSigning system and instead post us
back a signed contract (unless you don’t have an E-mail address
or have Internet access at your current business or residential
require us to complete any tests or procedures for compliance or
for other similar purposes, then we will charge an hourly rate
for this work, please contact us for a quote.
16.3. Calls to
our customer support team are classified as a local rate call
(01, 02 & 03 numbers) and they may be included at no additional
cost as part of your mobile or landline telephone phone
contract. Please check with your telephone provider for your
information and full details of our services and pricing can be
found on our website. If there is a conflict relating to pricing
between these Terms and our website, then the information on our
website will take precedence; otherwise in the case of any other
conflict these Terms will govern. If a pricing error has been
made on our website in the Customer’s favour, and if discovered
before the Customer is billed, then we reserve the right to
amend the pricing to the correct price.
ELECTRICAL CONTRACTORS LTD. accepts payments from customers via a
variety of different ways.
customers are encouraged to set up Direct Debit as a means to
pay regular invoices. It is the lowest cost and most efficient
way for us to administer regular payment collections, and
therefore we pass on these savings and benefits to Customers
with no additional charges made for Direct Debit payments.
16.5.3. We allow
residential and business customers to pay using a VISA or
Maestro debit card, however we will charge customers £2.50 +VAT
per month or 4% of their invoice amount, whichever is greater,
to pay using a credit card. Credit cards cost us more from our
merchant banks and payment processors therefore these charges
are passed onto customers. These charges may be applied in
arrears after we have been charged by our Merchant Bank or
Payment Card Processor.
customers are not permitted to pay using a debit or credit card
and must pay by another accepted payment method.
are also accepted by bank transfer, such as BACS, Fast Payment,
or CHAPS. For payments via this method, Customers must specify
their Skylight Broadband account number within the reference
field to avoid an unnecessary admin charge or delays to the
processing of your payment which could result in a suspension of
service. At present there is no extra charge for this payment
method subject to 220.127.116.11.
16.5.6. If your
bank account or card details change you must notify SKYLIGHT
ELECTRICAL CONTRACTORS LTD. immediately to ensure continuity of
your service and so that they are updated on the system. It is
possible to change your bank account details (Direct Debit
payment customers) and debit or credit card details you have
provided online in your customer portal.
payment is by direct debit, credit or debit cards, we will
transact in UK Pounds Sterling.
invoices will be issued and held on our website in the customer
portal. You will need your username (often your E-mail address)
and password in order to access the customer portal. SKYLIGHT
ELECTRICAL CONTRACTORS LTD. will E-mail you to notify you when a
new invoice has been issued and you are responsible for viewing
and storing local copies of these invoices. If you forget your
password to the end user portal you can request to reset your
password yourself by following the applicable links.
Alternatively you can request a new password from our support
department within our normal business working hours.
16.8. You must
pay SKYLIGHT ELECTRICAL CONTRACTORS LTD. all sums due to SKYLIGHT
ELECTRICAL CONTRACTORS LTD. in full and you cannot deduct or
withhold any part of the sums you owe us, except as permitted by
16.9. Clawed Back
16.9.1. If you
pay using a debit card, credit card or Direct Debit, then you
have the facility to claw back or reject the payment at a later
date to you bank or card provider. This happens if you request
to your bank or payment card provider for a refund for any
reason, such as a claim under the Direct Debit Guarantee.
should be no reason for you to claw back or reject the payment
to your bank. If you have a payment query, please contact us if
we have mistakenly taken payment from you, and we will issue a
refund immediately if proved to be incorrect. We will even
refund to you any applicable charges you bank may have applied
if applicable, up to a maximum of our Administration Fee
16.9.3. It is
important to note that if you do request a claw back or
rejection of payment that this makes it as though the payment
was never made at all, and therefore you still owe us money for
the goods and services provided. If you do not pay us in time or
at all, then a late payment penalties including applicable
interest charges as well as admin fees are applicable.
may be charged by SKYLIGHT ELECTRICAL CONTRACTORS LTD. if you do
not pay us in full by the due date. SKYLIGHT ELECTRICAL
CONTRACTORS LTD. may charge you interest on any overdue payments
from the date you should have paid until SKYLIGHT ELECTRICAL
CONTRACTORS LTD. receives full payment of the amount you owe
including full interest (whether before or after judgement) at
the rate of 5% per month.
16.11. Please be
advised that in the event of SKYLIGHT ELECTRICAL CONTRACTORS LTD.
not receiving full payment for services provided, SKYLIGHT
ELECTRICAL CONTRACTORS LTD. have the right to suspend or
terminate your services and take any steps necessary to recover
the amount due (including any costs incurred collecting the
residential service prices shown are inclusive of VAT but our
invoices show VAT payable as a separate item on each invoice.
All business service prices shown are exclusive of VAT. In any
event you are liable to pay VAT on all Services provided at the
17. Service Interruptions:
17.1. We will
take all reasonable measures to rectify any interruptions in the
Services that we provide. However, we cannot be held responsible
for disruptions caused by matters beyond our reasonable control
(MBORC) including but not limited to hurricanes, tornadoes,
storms, wars, strikes, floods, wild fires, natural disasters or
other ‘acts of God’, 3 rd parties where our equipment is
installed on their land or property and mains power fails,
wireless interference, the failure of SKYLIGHT ELECTRICAL
CONTRACTORS LTD.’s providers, or the failure of the internet
generally (where other ISP’s are adversely affected) and shall
not be liable for any delay or failure in the performance of its
obligations to the extent that such delay or failure is
attributable to matters beyond our reasonable control.
17.2. We may need
to make changes to our network or the technical specification of
the Service or may need to suspend provision of the Services for
operational or technical reasons. We will use all reasonable
endeavours to notify you in advance of such changes or
suspension if it materially affects your Services. Obviously
we’ll do everything which is reasonably in our power to minimise
the effect of these disruptions on you.
17.3. As you
know, it is technically impossible for us to provide a
fault-free Service at all times, but we’re committed to
providing you with a Service that has as few disruptions as
possible. In the unlikely event that you experience a total loss
of Service caused by factors within our control for more than
five (5) consecutive days, you’ll be compensated for each day’s
disruption (including the first five (5) days) by a Service
Credit towards your monthly service fee equivalent to the amount
you would have paid for Service on those days subject to the
limitations in 17.4.
following limitations apply:
17.4.1. For any
interruptions caused by MBORC as defined in 17.1.
SKYLIGHT ELECTRICAL CONTRACTORS LTD. is not provided with a named
onsite contact for the duration of a fault in the case of faults
affecting equipment at the Customer’s premises, the time to
resolve a fault can be extended through no fault of SKYLIGHT
ELECTRICAL CONTRACTORS LTD.. Where this is not provided by the
Customer, no Service Credits or compensation will be provided.
17.4.3. If the
fault relates to any faulty Equipment that’s situated in or on
your premises or land, we may require onsite access to replace
or repair this. If suitable access is not provided to allow us
to repair/replace the faulty Equipment, or access is not
provided to us within the next two working days following the
report of the fault, then no Service Credits will be provided.
17.4.4. If the
fault relates to customer negligence which has caused the
17.4.5. If the
fault is not related to equipment or the Service that we have
provided, then no Service Credits will be provided.
17.4.6. If your
Service has been suspended because you breach any of our terms
and conditions, including but not limited to: non-payment, using
the Services in breach of our Fair and Acceptable Usage Policy,
then no Service Credits or compensation will be provided.
17.4.7. You must
request this Service Credit in writing to us within thirty (30)
calendar days of the service outage to qualify.
17.5. If we
reasonably believe that you are using the Services in breach of
your obligations, including use of the Services in breach of the
Fair Usage Policy, we may without liability or further notice
suspend Services or in certain circumstances terminate your
18.1. If you are
moving address and your new address is in an area that’s covered
by our network area, the Services will simply be moved to your
new address, but a new connection fee will need to be paid in
most cases. This is because we will need to move the radio to
your new building and have this professionally installed and
configured. The current charge for reconnection is £150+VAT. A
new contract period and minimum term will generally be
applicable from the date of the move.
18.2. If SKYLIGHT
ELECTRICAL CONTRACTORS LTD. is unable to provide Services to your
new home or business:
18.2.1. And you
are subscribed to a residential service:
residential customers where the agreement has a minimum period
of twenty four (24) months or greater, and provided that that
against the original standard installation costs at least £99
inc VAT was paid, and if you move home after the first eighteen
(18) months of the service going live, we will allow you to
cancel without penalty after the first eignteen months of the
18.104.22.168. If you
move home within the first eighteen (18) months of the service
going live, then our standard early termination terms will apply
as per clause 23.2.
18.2.2. And you
are subscribed to a business service:
standard early termination terms will apply as per clause 23.2.
19. Service Level Agreement (SLA):
ELECTRICAL CONTRACTORS LTD. agree to provide the Services in
accordance with its provider’s service level agreements.
ELECTRICAL CONTRACTORS LTD. shall be permitted to vary its
providers’ service level agreement upon twenty (20) days prior
written notice to the Customer.
addition, SKYLIGHT ELECTRICAL CONTRACTORS LTD. will offer the
following service levels on its core network; defined as any
network infrastructure owned and operated by SKYLIGHT ELECTRICAL
19.3.1. Less than
19.3.2. Less than
2% packet loss
19.3.3. Less than
20m/s jitter for 99.9% of the time
ELECTRICAL CONTRACTORS LTD. retains the right not to pass on any
benefits of its SLA with its provider, relating to Service
Credits, to the Customer, where the cost of administering the
credits, in SKYLIGHT ELECTRICAL CONTRACTORS LTD.’s reasonable
opinion, is disproportionate to the credit received.
performance of the Service and times experienced will depend on
a range of factors, including but not limited to contention
ratio, atmospheric conditions, interference, bandwidth, network
congestion and Internet congestion.
21. Cooling off period:
21.1. The cooling
off period begins on the date of successful installation and
Service activation and lasts for thirty (30) calendar days.
21.2. The cooling
off period is not available for Business Ethernet customers or
other connections with non-standard installation charges that
are greater than £200+VAT.
21.3. If you are
not satisfied with the Service within this period, you can
terminate your contract providing you give us written notice to
do so (E-mail or post) within the cooling off period and where
your notice reaches us within the cooling off period.
21.4. You must
pay all Charges incurred during this first 30 days including any
installation Charges or Service charges. You won’t be subject to
the early termination fee 23.2.
equipment provided as part of the Service remains our property
subject to 4.1 and we reserve the right to recover this
equipment. You must allow us suitable access to recover this
equipment within a timely fashion, no later than 2 weeks after
your notice of cancellation.
21.6. At our sole
discretion, and if the Equipment is recoverable and not damaged,
nor shows excessive sign of wear or use, nor is altered from the
factory condition, then we may issue a credit equal to £70+VAT
for the Customer Access Radio and mounting brackets where you
have subscribed to a Service that is delivered by radio.
22. Minimum Period:
standard minimum period of Services we provide to customers is
twenty four (24) months from date of connection.
our minimum period may be different, and this will be indicated
on your order form or agreement.
22.3. If the
minimum period is not listed on the order form, the standard
minimum period of twenty four (24) months shall apply from date
business Services only, unless otherwise indicated on an order
form, if you change your service midway through an existing
contract period, a new minimum period shall apply from the date
of the changes to your service apply. This new minimum period
shall be equal to our standard minimum period, unless otherwise
indicated on the order form.
23.1. Notice period:
customers: You may provide notice of termination providing you
give us at least thirty (30) days written (E-mail or Post)
customers who employ more than ten (10) employees are required
to give sixty (60) days’ notice but not more than one hundred
and twenty (120) days written notice before the end of the
minimum period. If no written notice has been provided, then the
contract will roll over automatically to a new minimum period
equal to the minimum period in the initial term.
customers with fewer than ten (10) employees are subject to the
same terms as residential customers subject to clause 23.1.1.
23.2. Early Termination Fee:
you decide to cancel your Service within the Minimum Period, or
where your services have been terminated by us for breach of
contract within the Minimum Period, you will have to pay for the
remaining service charges until the end of the current Minimum
Period as if you remained a customer. These charges will be
invoiced as a single charge and are payable within our standard
23.2.2. If you
are a residential customer, and your minimum period is equal or
greater than twenty four (24) months, and you wish to cancel
after the first eighteen (18) months as you’re moving home and
we don’t have network availability at your new address, then
subject to the clauses in 18.2.1, you may cancel without penalty
before the end of the minimum period so long as proof of your
move is presented to SKYLIGHT ELECTRICAL CONTRACTORS LTD..
23.3. We may
terminate your contract or suspend all or part of your service
without notice if:
23.3.1. You or
others misuse our Service (see our ‘Fair and Acceptable Usage
otherwise breach our terms.
23.3.3. You are
persistently abusive or make threats, repeatedly cause a
nuisance or annoyance or otherwise act illegally or
inappropriate towards our staff or contractors or network
23.3.4. You do
not pay us in full, by the due date, any money you owe us.
party may terminate your contract by giving each other thirty
(30) days written notice to the other:
23.4.1. If there
has been a material breach of these terms by the other party and
this isn’t rectified within thirty (30) days of a written notice
notifying of the breach.
23.4.2. If an
event, outside our reasonable control, prevents us providing the
Services for more than thirty (30) days.
23.4.3. If the
other is unable to pay its debts (within the meaning of section
123 of the Insolvency Act 1986); or becomes insolvent or
bankrupt; or is subject to an order or a resolution for its
liquidation, administration, winding-up or dissolution
(otherwise than for the purposes of a solvent amalgamation or
reconstruction); or makes an application to a court of competent
jurisdiction for protection from its creditors generally; or has
an administrative or other receiver, manager, trustee,
liquidator, administrator or similar officer appointed over all
or any substantial part of its assets; or enters into or
proposes any composition or arrangement with its creditors
generally; or is subject to any analogous event or proceeding in
any applicable jurisdiction; or
23.4.4. By the
customer or SKYLIGHT ELECTRICAL CONTRACTORS LTD., if for radio
based installations the received signal strength on the Customer
Access Radio decreases to an average (over one (1) week) of
minus 95 dBm or lower, and this isn’t rectified within thirty
(30) calendar days of being notified of the lower signal
SKYLIGHT ELECTRICAL CONTRACTORS LTD. only, without cause, after
any initial Minimum Period.
23.5. If SKYLIGHT
ELECTRICAL CONTRACTORS LTD. is entitled to suspend your Service
then all Charges for your Service will remain payable by you
notwithstanding such suspension. If SKYLIGHT ELECTRICAL
CONTRACTORS LTD. is entitled to terminate your Service (other
than without cause), then SKYLIGHT ELECTRICAL CONTRACTORS LTD.
will be entitled to charge you for the Charges which would have
been payable to SKYLIGHT ELECTRICAL CONTRACTORS LTD. as if you
had provided us with a termination notice on the date of such
24. Your obligations:
24.1. You agree
that you will comply fully with your obligations under these
Terms, and at all times:
with the terms set out in SKYLIGHT ELECTRICAL CONTRACTORS LTD.’s
‘Fair and Acceptable Usage Policy’ (as published on our website
from time to time) and ensure that any others using SKYLIGHT
ELECTRICAL CONTRACTORS LTD.’s Services via your account comply
with the ‘Fair and Acceptable Usage Policy’ as well.
24.1.2. Keep your
security information safe and tell SKYLIGHT ELECTRICAL
CONTRACTORS LTD. immediately if you become aware of any improper
disclosure of your security information or unauthorised use of
the Services through your account.
accurate information to SKYLIGHT ELECTRICAL CONTRACTORS LTD.
(especially during the ordering process) and ensure that this
information is always kept up to date and accurate.
that your equipment and software complies with all applicable
laws and standards and that you have any necessary licenses
before you use it to connect to the SKYLIGHT ELECTRICAL
CONTRACTORS LTD. network and ensure that your equipment and
software is compatible with our Equipment.
24.1.5. Only you
control the content you upload or download using the SKYLIGHT
ELECTRICAL CONTRACTORS LTD. network. We have no responsibility
for any such content.
with these Terms and any reasonable instructions SKYLIGHT
ELECTRICAL CONTRACTORS LTD. gives you.
SKYLIGHT ELECTRICAL CONTRACTORS LTD. against all losses,
liabilities, costs (including legal costs) and expenses which
SKYLIGHT ELECTRICAL CONTRACTORS LTD. may incur as a result of any
third party claims against SKYLIGHT ELECTRICAL CONTRACTORS LTD.
arising from, or in connection with your misuse of the Services
or breach of these Terms.
amounts due to SKYLIGHT ELECTRICAL CONTRACTORS LTD. shall be paid
in full (without deduction or withholding except as required by
law) and you shall not be entitled to assert any credit, set-off
or counterclaim against SKYLIGHT ELECTRICAL CONTRACTORS LTD. in
order to justify withholding payment of any such amount in whole
or in part
24.1.9. From time
to time, SKYLIGHT ELECTRICAL CONTRACTORS LTD. may (without notice
to you) review, record or check your use of SKYLIGHT ELECTRICAL
CONTRACTORS LTD.’s Services where SKYLIGHT ELECTRICAL CONTRACTORS
LTD. is required to do so to ensure compliance with any laws or
regulations or where ordered to do so by any court or other body
or authority with the power to require such monitoring and for
our own internal purposes to ensure compliance with these Terms
and the ‘Fair and acceptable usage policy’.
ELECTRICAL CONTRACTORS LTD. may need to change these Terms and
Conditions, including the Charges at any time.
25.2. If we
increase the Charges for elements of the Service you are using,
or change the Terms to your significant disadvantage, we will
give you 30 days’ notice in writing before the changes apply.
25.3. For any
changes to our Terms that we may need to make for legal or
regulatory purposes, we may not be able to provide 30 days’
notice, but we will endeavour to provide notice as soon as
will be posted on our website and notifications sent to you by
will come into effect on the date of publication and your
continued use of the Service is deemed as your acceptance of
these terms including any changes and variations.
26. Contacting us:
26.1. You may
contact us for anything to do with your Skylight Broadband
account including but not limited to account enquiries, billing,
sales, customer services, technical support, complaints, by a
number of means. We prefer where possible that you contact us
using the methods detailed on our website. On our website we
provide a contact page which provides a number of methods for
contacting us dependant on your enquiry and dependant on whether
you are a residential or business customer. As these website
links can change from time to time, we recommended that you
browse to our main website page and navigate from there. If you
encounter any difficulties when using our website, please call
us subject to 26.2.
26.2. If you need
to contact us by telephone, please call us on 01626 798225.
Calls to 01 numbers are charged at the same rates as UK landline
numbers. Some telephone and mobile providers provide free or
bundled calls to 01 numbers so these calls may not cost you
anything. Please check with your telephone or mobile provider
for more details. Live telephone-based staff are not available
24×7 for all customers. Please check our website under the
Contact section for further details on availability. We are
happy to call our customers back if this is preferred subject to
their number being a UK landline number starting 01, 02, 03 or
08 number and a UK mobile number beginning 07. Please request
this either by our website, E-mail or telephone.
26.3. If you need
to post anything to us, please use the following address:
Skylight Broadband, Ringslade House, Broadway Road,
Devon, TQ12 3EH. You will be required to cover your own
postage costs as we will not compensate for these. For this
reason, we recommend that where possible you contact us using
the contact forms on our website which are free of charge and do
not impact the environment.
27. Delivery Policy:
equipment required to provide the Service is provided at the
time of installation and is brought to the installation site by
the engineer. Although we don’t charge a delivery charge
specifically for this equipment, we will most likely charge an
engineering charge or installation charge that will cover the
cost to bring the equipment to the installation site.