Terms and Conditions
General
1. About these Terms and your Agreement
2. Definitions
3. Eligibility and residential use
4. Ordering and acceptance
5. Consumer cancellation rights
6. Requested Activation Date and Service Activation Date
7. New connections, migrations and switching
8. Off-Net Services and Network Partners
9. Installation and engineer appointments
10. Equipment
11. Using your own router or equipment
12. Broadband speeds, testing and Wi-Fi
13. IP addressing
14. Charges, invoices and payment
15. Non-payment, suspension and restoration
16. Minimum Term and Early Termination Charges
17. After the Minimum Term and cancellation
18. Moving home
19. Death of the account holder
20. Faults, maintenance and service availability
21. Compensation and service credits
22. Customer responsibilities
23. Suspension or termination by Airbytes
24. Changes to prices, Services and Terms
25. Liability
26. Events outside reasonable control
27. Vulnerable customers and payment difficulty
28. Complaints and dispute resolution
29. Privacy and communications
30. Assignment and transfer
31. General
32. Contacting Airbytes
33. Governing law and jurisdiction
1. About these Terms and your Agreement
1.1 These Terms apply to residential broadband services supplied by Airbytes Communications Limited (“Airbytes”, “we”, “us” or “our”) to an individual consumer (“you” or “your”) at the residential premises stated in your Order.
1.2 Your agreement with us (the “Contract”) consists of these Terms together with your Order Confirmation, Contract Information, Contract Summary, any applicable offer terms and any policies or price schedules expressly incorporated into the Contract.
1.3 If there is an inconsistency, information specifically agreed for your Service in the Contract Summary or Order Confirmation will normally take priority over these general Terms, subject always to applicable law.
1.4 These Terms are for residential broadband only. Airbytes business connectivity and Airbytes voice/VoIP services are subject to separate terms.
2. Definitions
Activation Issue: a technical, provisioning or operational issue that prevents or delays the Service becoming available as scheduled.
Charges: all charges properly payable under the Contract, including recurring Service Charges, Equipment charges and any disclosed additional charges.
Contract Summary: the summary of key contractual information provided to you before you are bound by the Contract where required by Ofcom rules.
Equipment: a router or other customer equipment sold by Airbytes to you. Network Partner equipment such as an ONT may be owned by the relevant Network Partner and is not necessarily sold to you.
Minimum Term: the minimum contractual period stated in your Contract Summary or Order Confirmation. Airbytes currently offers different Minimum Terms, including 3-month and 12-month arrangements depending on the Service and Network Partner.
Network Partner: OFNL (Open Fibre Networks Limited), Openreach, CityFibre, or any other third-party wholesale/access network operator used by Airbytes to deliver the Service.
Off-Net Service: a Service delivered wholly or partly over infrastructure that is not owned or fully controlled by Airbytes.
Premises: the residential address at which the Service is supplied.
Requested Activation Date: the date you ask or prefer the Service to become active. It is a requested date only and is not guaranteed.
Service: the Airbytes residential broadband service described in your Order.
Service Activation Date: the date communicated by Airbytes as the scheduled activation date following validation with the relevant Network Partner. It is not an absolute guarantee that technical activation will complete on that date.
Working Day: Monday to Friday, excluding bank and public holidays applicable in the part of the United Kingdom where the Premises is located.
3. Eligibility and residential use
3.1 You must be at least 18 years old and resident at the Premises, and you must have authority to enter into the Contract.
3.2 You must obtain any landlord, freeholder, managing agent or other permission reasonably required for installation or access work.
3.3 The Service is intended for domestic residential use. Normal home-working is permitted, but the Service is not a business-grade service and does not include a business SLA. If the connection is used wholly or mainly for business-critical purposes, you should contact Airbytes about an appropriate business service.
3.4 You must not resell or redistribute the Service to third parties without our written permission.
4. Ordering and acceptance
4.1 Placing an Order is a request for Airbytes to provide the Service. An Order is subject to service availability, Network Partner validation, technical checks and any required permissions.
4.2 Where you request a particular activation date, Airbytes will check availability with the relevant Network Partner. If the date is available, we will confirm the order and activation arrangements by email.
4.3 If your Requested Activation Date is unavailable, we may contact you by telephone, email, SMS or WhatsApp to agree the earliest suitable alternative. We will then confirm the agreed arrangements by email.
4.4 We may refuse or cancel an Order before service commencement where the Service is unavailable, the Network Partner rejects the order, required work cannot reasonably be completed, information supplied is materially incorrect, or providing the Service would be unlawful or technically impracticable. Where you are not at fault, we will refund prepayments for Services we cannot provide, subject to any separate Equipment transaction already fulfilled and your statutory rights.
5. Consumer cancellation rights
5.1 Where the Contract is a distance or off-premises consumer contract and the statutory cancellation rules apply, you normally have 14 calendar days from the day after we send you our Order Confirmation email (which will also set out your Service Activation Date) to change your mind. This is the point at which the Contract is treated as entered into for these purposes. The 14-day period is not extended, shortened or restarted if your Service Activation Date is subsequently confirmed to be different, brought forward or delayed, including because of Network Partner provisioning, infrastructure work or engineer attendance.
5.2 We will provide the information required to exercise that right. This statutory cancellation period is separate from any Network Partner provisioning, migration, notice or cooling-off process.
5.3 If you expressly ask us to begin supplying a Service during the statutory cancellation period, the consequences of cancellation will be dealt with in accordance with applicable consumer law. Nothing in these Terms removes statutory cancellation rights.
5.4 A Network Partner may independently impose a provisioning or migration waiting period where an active service exists at the Premises. That operational period is not the same as your statutory consumer cancellation period.
6. Requested Activation Date and Service Activation Date
6.1 The Requested Activation Date is your preferred activation date. It is not guaranteed and is subject to validation and availability.
6.2 Where an active broadband connection already exists at the Premises, a Network Partner may impose migration, notice, cooling-off, cease or other provisioning requirements. This may move activation to a later date. In some cases an earlier date may become available if the existing service is released or ceased earlier.
6.3 After the relevant checks, Airbytes will communicate a Service Activation Date. This is the date on which the Service is scheduled to be activated based on the information available from the Network Partner at that time.
6.4 A Service Activation Date is not a guaranteed completion time. Activation may be delayed by technical faults, failed provisioning, Network Partner systems, engineering requirements, network capacity, incorrect network records, equipment failure, access issues, existing-service issues or other circumstances outside Airbytes’ reasonable control.
6.5 If an Activation Issue occurs, Airbytes will use reasonable endeavours to report, progress and where appropriate escalate the issue with the Network Partner, and will keep you reasonably informed.
6.6 Network Partner provisioning and engineering availability may be limited outside Working Days. If an Activation Issue occurs during or immediately before a weekend or public holiday, investigation or remedial work may not begin or complete until the next Working Day or later. We do not guarantee activation or remediation on Saturdays, Sundays or public holidays.
6.7 Recurring Service Charges and the Minimum Term begin only when the Service has actually been activated and made available for use, rather than merely because a previously communicated Service Activation Date has passed.
7. New connections, migrations and switching
7.1 A New Connection is an order where no active connection requiring migration is identified at the Premises.
7.2 A migration is an order where an existing connection or service must be replaced, released, transferred or otherwise coordinated before Airbytes can activate the Service.
7.3 Migration can involve temporary loss of connectivity. Depending on the Network Partner, existing infrastructure and work required, interruption may range from a few minutes to approximately 72 hours. This is an estimate, not a guaranteed maximum. Exceptional cases can take longer, including where engineering work, equipment replacement or fault investigation is required.
7.4 Where reasonably known in advance, we will tell you about expected interruption, engineer attendance or equipment changes before proceeding.
7.5 Some migrations require physical engineer attendance. You must provide reasonable access and comply with appointment requirements.
7.6 Airbytes is registered for Ofcom’s One Touch Switch process. This process is being implemented operationally and is expected to be available shortly. Until it is live, switching to Airbytes will be arranged using our standard ordering and migration process described in this section. We will update these Terms as soon as One Touch Switch is operational, and you will not be charged a notice period beyond the day a switch takes effect once that process is available to you.
8. Off-Net Services and Network Partners
8.1 Airbytes uses third-party access infrastructure, including OFNL, Openreach and CityFibre. Airbytes does not own or have full operational control over that infrastructure.
8.2 Installation, activation, migration, maintenance, repair and restoration may require action by a Network Partner and may therefore be subject to that Network Partner’s systems, engineering availability, processes and timescales.
8.3 Airbytes remains your contractual point of contact for the Airbytes Service and will use reasonable endeavours to liaise with the Network Partner where necessary.
8.4 We do not promise that third-party infrastructure will be continuously available or fault-free, and we do not guarantee a Network Partner’s repair or provisioning time.
8.5 Nothing in this section excludes Airbytes’ obligations to you which cannot lawfully be excluded merely because Airbytes uses a third-party network.
9. Installation and engineer appointments
9.1 Installation may be remote or may require an engineer. You must provide safe and reasonable access to the Premises and ensure that an adult is present where required.
9.2 Additional work may be necessary where fibre or suitable network infrastructure is not already installed. Any charge that you must pay will be disclosed where required before you are bound by it.
9.3 Some Network Partners may waive or defer an installation charge on the basis that the line remains active for a minimum wholesale commitment. If you cause the line to cease before that commitment ends and the Network Partner then charges Airbytes an installation recovery or early cessation amount, Airbytes may pass through the properly incurred Network Partner charge where the basis for that potential charge was disclosed to you as required by law.
9.4 If an engineer visit is required because of a fault in the Network Partner’s network, you will not be charged merely for that network fault.
9.5 If the Network Partner reasonably determines that a visit, repair or replacement was caused by customer damage, misuse, no access, a missed appointment, customer equipment or another matter for which you are responsible, we may pass on the reasonable third-party charge actually incurred, subject to applicable law and prior disclosure requirements.
10. Equipment
10.1 Airbytes does not provide its retail router free of charge. Equipment ordered from Airbytes is sold to you and, once paid for and supplied, becomes your property.
10.2 Equipment must be paid for in full before dispatch. Airbytes may withhold dispatch until cleared payment has been received.
10.3 Standard delivery is currently provided without an additional delivery charge using Royal Mail Tracked 24, subject to availability and any different arrangement disclosed at order.
10.4 Airbytes-sold router Equipment is supplied with a 12-month commercial warranty against qualifying hardware faults. This warranty is in addition to, and does not replace or reduce, statutory rights relating to goods.
10.5 The warranty does not cover accidental damage, misuse, unauthorised modification, damage caused by incompatible equipment or other exclusions lawfully stated in the warranty terms.
10.6 Network Partner equipment, including an ONT where applicable, may remain the property of the Network Partner. You must not remove, sell, deliberately damage or interfere with such equipment.
11. Using your own router or equipment
11.1 You may use compatible customer-supplied equipment where the Service permits it.
11.2 Airbytes does not control, maintain or warrant customer-supplied equipment and does not guarantee that it will work with the Service.
11.3 Our technical support may require you to connect compatible known-working equipment or Airbytes-supported Equipment in order to isolate a fault.
11.4 We are not responsible for faults, loss of functionality, configuration problems or performance limitations caused by customer-supplied equipment.
12. Broadband speeds, testing and Wi-Fi
12.1 Broadband performance can be affected by the Network Partner, network conditions, equipment, protocol overheads, the destination being accessed and other technical factors.
12.2 Wi-Fi performance is not guaranteed. Wireless speed and coverage depend on factors including device capability, Wi-Fi standards, radio interference, building materials, distance, channel conditions and customer configuration.
12.3 For formal performance troubleshooting, Airbytes may require a speed test using a wired Ethernet connection directly between the router and a suitable computer or laptop, with Wi-Fi disabled for the test and with a network interface capable of at least 1 Gbps where the product speed requires it.
12.4 Wi-Fi-only speed tests are not treated as conclusive evidence of the performance of the access connection.
12.5 Any product-specific estimated, normally available, maximum or minimum speeds required to be provided to you will be stated in your pre-contract information or Order documentation as applicable.
13. IP addressing
13.1 Unless otherwise stated, Airbytes Residential broadband is provided with IPv4 connectivity using Carrier Grade NAT (CGNAT) and IPv6 connectivity.
13.2 IP addresses are network resources and, except where a specific static service has been purchased and subject to its terms, you do not acquire ownership of an IP address.
13.3 Airbytes may change addressing, prefixes, routing or technical configuration where reasonably required for network operation, security, migration or regulatory reasons.
13.4 A public Static IPv4 option may be available as a paid monthly add-on. The applicable price will be shown in your Order and/or Price Guide. Purchasing Static IPv4 does not transfer ownership of the address to you.
14. Charges, invoices and payment
14.1 Prices are in pounds sterling and include VAT where applicable unless clearly stated otherwise.
14.2 Airbytes accepts payment by Credit/Debit Card, Direct Debit and Bank Transfer, subject to the payment arrangements shown on your account or invoice.
14.3 Broadband Service Charges are billed in advance. The normal due date for recurring monthly invoices is the first day of each calendar month.
14.4 If the Service becomes active part-way through a month, the first Service invoice may contain a pro-rata charge from actual activation to the end of that month, together with any Equipment or other agreed charges. A separate invoice may be generated for the following full calendar month.
14.5 Recurring invoices are normally generated approximately 14 days before the first day of the month to which they relate.
14.6 You must pay invoices by their due date and ensure that your payment details and billing contact details remain current.
15. Non-payment, suspension and restoration
15.1 If an invoice remains unpaid for 14 days after its due date, Airbytes may suspend all or part of the Service, subject to applicable consumer and regulatory requirements.
15.2 If you contact us before suspension because you are experiencing payment difficulty, we may agree a reasonable payment date or arrangement. Where an arrangement is agreed, we will normally refrain from suspension while you comply with it.
15.3 If non-payment continues, Airbytes may terminate or cease the Service following reasonable notice, taking account of the circumstances and applicable requirements.
15.4 If a suspended service can be restored without a new Network Partner order, we may restore it after outstanding sums and any properly applicable charges have been paid or an arrangement has been agreed.
15.5 If the underlying line has already been ceased, restoration may require a new activation or installation. You will be responsible for reasonable and properly disclosed Network Partner or activation costs arising from restoration where the cessation resulted from your non-payment.
15.6 Suspension does not automatically cancel amounts already due or any lawful Early Termination Charge arising if the Contract is subsequently ended during the Minimum Term.
16. Minimum Term and Early Termination Charges
16.1 Your Minimum Term is shown in your Contract Summary or Order Confirmation and begins on actual service activation.
16.2 If you choose to end the Service after the statutory cancellation period but before the end of the Minimum Term, and you do not have a legal, regulatory or contractual right to leave without charge, an Early Termination Charge (ETC) may apply.
16.3 For this Draft v1.0, the ETC is stated as the recurring monthly Service Charges that would otherwise have been payable for the remaining Minimum Term. Example: if the recurring Service Charge is £30 per month and five months remain, the draft ETC is £150.
16.4 Any separate Network Partner installation recovery or early cessation charge properly incurred may also be payable where applicable and where the potential charge has been properly disclosed.
16.5 This ETC methodology is expressly marked for review before publication to ensure that the final calculation is fair, transparent and reflects applicable consumer law, Ofcom requirements and Airbytes’ avoided costs/wholesale commitments.
16.6 No ETC applies after the Minimum Term has expired. The post-Minimum-Term notice requirement in clause 17 will apply.
17. After the Minimum Term and cancellation
17.1 After the Minimum Term, the Service continues on a monthly rolling basis unless ended or replaced by a new agreement.
17.2 You may end a monthly rolling Service by giving 30 days’ notice, subject to any shorter period required by applicable regulation.
17.3 We will provide end-of-contract information and notifications where required by Ofcom rules. Where you are eligible, we will also provide you with an annual notification of the best tariff available to you from Airbytes for your Service, in accordance with Ofcom’s General Conditions.
17.4 Ending the Service does not remove liability for Charges properly incurred before termination.
18. Moving home
18.1 Tell us as early as reasonably possible if you are moving home.
18.2 If Airbytes can provide an appropriate Service at your new residential address, we will normally arrange a transfer and the remaining Minimum Term will continue rather than automatically restarting.
18.3 A move may require a new installation, Network Partner order, different product or new equipment. Any applicable charges will be explained before you agree to them.
18.4 If Airbytes cannot provide a residential broadband Service at your genuine new UK address, we will not charge an ETC solely because of that move, provided you supply reasonable evidence of the move, such as a tenancy agreement or completion/purchase document.
18.5 If you move outside Airbytes’ service territory, including leaving the country, or otherwise choose to end the Contract where Airbytes’ inability to serve a new UK address exception does not apply, the normal ETC may apply for the remaining Minimum Term.
19. Death of the account holder
19.1 If the account holder dies, a family member or other appropriate person should contact Airbytes.
19.2 Subject to reasonable verification, we may transfer the ongoing Service to an eligible adult family member who wishes to continue it.
19.3 If nobody wishes to continue the Service, the Contract may be ended without an ETC. Amounts properly due for Service or Equipment before termination may remain payable from the estate as permitted by law.
20. Faults, maintenance and service availability
20.1 Residential broadband is provided on a best-efforts basis and does not include a guaranteed repair time or Service Level Agreement unless expressly stated otherwise in your Contract Information.
20.2 We will use reasonable endeavours to investigate reported faults and, where the issue lies in a Network Partner’s infrastructure, to report and escalate the matter appropriately.
20.3 Repair estimates are not guarantees. Resolution can depend on Network Partner engineering availability, access, spares, network repairs, civil works, third-party permissions and other circumstances.
20.4 Planned or emergency maintenance may temporarily interrupt the Service. Where reasonably practicable, we or the Network Partner will provide notice of planned work that materially affects you.
20.5 Weekend and public-holiday support or engineering resources may be reduced. A fault arising on Saturday or Sunday may therefore not be investigated or repaired by the Network Partner until Monday or a later Working Day.
20.6 You must report faults promptly and cooperate with reasonable diagnostic steps.
21. Compensation and service credits
21.1 Airbytes does not currently participate in Ofcom’s voluntary Automatic Compensation Scheme and therefore does not promise automatic compensation for delayed activation, loss of service, delayed repair or missed engineer appointments under that voluntary scheme.
21.2 The fact that a fault or delay occurs on a Network Partner’s infrastructure does not remove any consumer right or remedy that cannot lawfully be excluded.
21.3 Airbytes may, at its discretion, offer a goodwill credit in an individual case. A discretionary goodwill payment does not create an entitlement to the same or a similar payment in another case.
21.4 Nothing in this section limits liability or remedies where doing so would be unlawful.
22. Customer responsibilities
- You must provide accurate account, contact, address and service information.
- You must keep your registered email address and other contact details up to date.
- You must provide reasonable access for installation, maintenance and fault work.
- You must take reasonable care of Network Partner equipment at the Premises.
- You must not interfere with, damage or tamper with network infrastructure.
- You are responsible for the security and configuration of your own devices and customer-supplied equipment.
- You must use the Service lawfully and in accordance with the Airbytes Acceptable Use Policy once published.
23. Suspension or termination by Airbytes
23.1 We may suspend or terminate the Service where reasonably necessary because of persistent non-payment, fraud or suspected fraud, serious or repeated breach of the Contract, unlawful use, material network abuse, threats or abuse towards staff or contractors, a legal or regulatory requirement, a serious security risk, or where the Network Partner permanently withdraws or makes the Service unavailable.
23.2 Where a breach can reasonably be remedied, we will normally give you a reasonable opportunity to remedy it before termination, unless immediate action is justified by the seriousness of the matter, law, safety, fraud or network security.
23.3 We may refuse a prospective Order before acceptance for legitimate commercial, technical, fraud-prevention, availability or compliance reasons, provided we act lawfully and do not unlawfully discriminate.
23.4 We will not rely on a general unrestricted right to terminate an accepted consumer Contract merely because we no longer wish to serve a customer.
24. Changes to prices, Services and Terms
24.1 Airbytes does not currently plan scheduled annual or inflation-linked price increases during the Minimum Term.
24.2 Airbytes will not increase your recurring Service Charge during the Minimum Term except in the limited circumstances described in this clause 24, such as a material increase in wholesale charges imposed by a Network Partner. Any such increase will be expressed in pounds and pence and will not be calculated by reference to inflation or an index.
24.3 Where a change is not one that you expressly agreed at the point of sale and the law or Ofcom rules require notice and a right to exit, we will give you at least the required notice, state the amount and effective date of any price change in pounds and pence, and permit termination without an ETC where required.
24.4 Airbytes’ intended commercial policy is to give at least 90 days’ advance notice of an exceptional retail price increase where reasonably practicable. This does not reduce any greater right you have under law or regulation.
25. Liability
25.1 We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or statutory consumer rights that cannot be excluded.
25.2 Subject to clause 25.1, Airbytes is not responsible for loss that was not reasonably foreseeable when the Contract was made or for loss caused by matters genuinely outside our reasonable control.
25.3 Because this is a residential Service, Airbytes is not responsible for business losses such as loss of profit, revenue, business opportunity or business interruption arising from residential use, to the extent permitted by law.
25.4 Airbytes is not responsible for failure or reduced performance caused by incompatible or incorrectly configured customer equipment, Wi-Fi conditions, customer damage or misuse.
25.5 A Network Partner’s involvement does not by itself exclude Airbytes’ legal responsibility to you. Where delay or failure is genuinely outside Airbytes’ reasonable control, we will nevertheless use reasonable endeavours to manage and escalate matters within our role.
26. Events outside reasonable control
26.1 Neither party will be responsible for delay caused by an event genuinely outside that party’s reasonable control, to the extent permitted by law.
26.2 Examples may include major fibre cuts, widespread infrastructure failure, severe weather, fire, flood, civil emergency, power-grid failure, acts of public authorities, industrial action outside the affected party’s control, or failure of third-party infrastructure which could not reasonably have been prevented.
26.3 We will use reasonable endeavours to reduce the effect of such events and communicate material service impacts where reasonably practicable.
27. Vulnerable customers and payment difficulty
27.1 Airbytes aims to provide appropriate support to customers whose circumstances make them vulnerable or who need additional help communicating with us or managing their Service.
27.2 Please tell us if you need reasonable adjustments or additional support. We will handle relevant personal information in accordance with applicable data protection law.
27.3 Customers experiencing payment difficulty should contact us as early as possible so that we can consider reasonable options before suspension.
28. Complaints and dispute resolution
28.1 If you are unhappy with the Service, contact Airbytes using the details in clause 32. We will investigate under our Complaints Code of Practice.
28.2 Airbytes is a member of the Communications Ombudsman, an Ofcom-approved Alternative Dispute Resolution (ADR) scheme. Contact details: Communications Ombudsman, P.O. Box 730, Warrington WA4 6WU. Telephone: 0330 440 1614. Website: www.commsombudsman.org.
28.3 If we are unable to resolve your complaint, or if the applicable regulatory waiting period under Ofcom’s rules has passed without resolution, you may refer your complaint to the Communications Ombudsman free of charge. We will confirm the current waiting period and, where applicable, issue a deadlock letter allowing you to escalate your complaint sooner. Full details of our complaints process and current escalation timescales are set out in our Complaints Code of Practice.
29. Privacy and communications
29.1 We process personal data in accordance with applicable data protection law and the Airbytes Privacy Policy.
29.2 Email is our primary method for contractual notices, bills, price or term changes, suspension notices, activation updates and other important account communications.
29.3 We may also contact you by telephone, SMS or WhatsApp for operational updates, appointments and order coordination.
29.4 You are responsible for keeping your contact details current and for checking communications sent to your registered email address.
30. Assignment and transfer
30.1 You may not transfer the Contract to another person without our agreement, except where Airbytes agrees a transfer such as following the death of an account holder.
30.2 Airbytes may transfer its rights or obligations where permitted by law, provided this does not reduce your statutory rights.
31. General
31.1 If a provision is found unenforceable, the remaining provisions continue to apply.
31.2 A delay in enforcing a right does not necessarily waive that right.
31.3 Nothing in these Terms gives a third party a right to enforce the Contract except where the law provides otherwise.
31.4 Headings are for convenience and do not alter interpretation.
32. Contacting Airbytes
Airbytes Communications Limited
Unit B
Brindley Close
Rushden NN10 6EN
Telephone: 0333 242 1516
Email: [email protected]
Company No. 13922857
VAT No. GB403479406
Data Protection Registration No. ZB531229
33. Governing law and jurisdiction
33.1 The Contract is governed by the law of England and Wales.
33.2 Nothing in this clause removes any mandatory consumer right you may have to bring proceedings in another court or jurisdiction where applicable law gives you that right.
Last update – 24 August 2026