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STANDARDTERMSANDCONDITIONSFORYOURRESIDENTIALCUSTOMERSERVICEAGREEMENTFORVISIONFIBREMEDIA’SINSTALLATIONSERVICES,INTERNETSERVICES,TELEPHONEOVERBROADBANDSERVICESANDANYOTHERADDITIONALORANCILLARYSERVICESPROVIDEDINCONNECTIONWITHTHEM1.THESETERMSANDCONDITIONSYouarereadingVisionFibreMedia’sResidentialCustomerStandardTermsandConditions("Terms")whichformpartofyourResidentialCustomerServiceAgreement("Agreement")forVFM’sServices.TheseTermstogetherwiththeotherdocumentsformingtheAgreement(aslistedbelow)setoutthetermsandconditionsuponwhichwewillsupplyyouwithVFM’sInstallation("Installation")Service(ifapplicable),Internet("Internet")Service(ifapplicable)andTelephoneOverBroadband("Telephone")Service(ifapplicable)andanyAdditionalorAncillary("Additional")Services(ifapplicable),whichyoumaychoosetopurchasefromusfromtimetotime.UnlessyoupurchasetheInstallation-onlyService,thiswillinclude(asapplicabledependingonthepackagesyouchoosetopurchaseinyourOrder)ourVisionZip20Mbs("Zip"),VisionDash50Mbs("Dash"),VisionRush100Mbs(“Rush”)orVisionLightning1Gbs("Lightning")Internetconnectionandaccess,VisionFibreRouter,maintenanceandsupportservices,TelephoneServiceandsuchotherAdditionalServicesasareagreedinyourOrderoraswemayagreetoprovideyoufromtimetotime(allofwhicharereferredtotogetheras"Services").IfyousignuptotheTelephoneServiceyouunderstandandagreethattheTelephoneServicemaynotofferallofthefeaturesyoumayexpectfromatraditionalphonelineandisdependentonyourconnectiontotheNetworkandtheavailabilityoftheNetwork.TheTelephoneServicemaysometimesbeunavailableasaresultofthingsoverwhichwehavenocontrol,forexample,powerdisruptionsandwillceasetofunctionifthereisapowerfailureorafailureintheNetwork.YouunderstandandacknowledgethattheTelephoneServiceallowscallstotheemergencyservicesnumbers999and112andtheseservicesWILLNOTfunctionifthereisapowercutorifyourInternetServiceconnectionfails.YouagreetoinformpotentialusersoftheTelephoneServiceoftheabovelimitationsandyouunderstandandacceptthatyoushouldalwayshaveanalternativemeansofaccessing999/112emergencyservices(whetherbyusingtheexistingcopperwiretelephonelinetothePremisesoranotheralternative).YoucanfindmoredetailsabouttheTelephoneServiceanditslimitationsbelowundersection12"SpecialProvisionsRelatingtotheTelephoneServiceandNumberPortability"andonourwebsite.

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TheAgreementfortheServicesismadeupofthefollowingterms(includinganyotherdocumentwerefertointhoseterms).1.1.TheseTerms1.2.TheVFMresidentialInternetServiceandtelephoneserviceplansandtariff.1.3.TheVFMPrivacyandCookiePolicy.1.4.TheVFMFairandAcceptableUsagePolicyallofwhichareavailableonourWebsiteatwww.visionfibremedia.com.Ifanyofthesedocumentscontradicteachother,thetermswillapplyintheordersetoutabove(exceptthatifthereisaconflictrelatingtopricingbetweentheseTermsandtheplansandtariffsreferredtoin1.2abovethentheinformationonthosepageswilltakeprecedenceovertheseTerms).IntheseTermsallreferencesto"we","us"or"our"arereferencestoVFMandallreferencesto"you","Customer"and"your"arereferencestoyouourCustomer.Referencetothe"parties"meansbothVFMandyou,theCustomer.Youagree,eitherbytickingtheboxnextto'IaccepttheTermsofService'onourWebsiteorbysigninganOrder(whenitisnotpossibleforyoutoplaceorconfirmanOrderonline)orupondeliveryoftherelevantTermstoyou,tobeboundbythem.TheseTermswillapplytoallresidentialCustomers.TheServicesandEquipmentweprovidetoyouundertheseTermsmustnotbeusedforbusinesspurposesexceptforHomeWorking.YouwillfindasummaryofthekeydefinitionsofwordswhichweuseintheseTermsinClause21.2.INFORMATIONABOUTUSVisionFibreMediaLtd("VFM")isanInternetServiceProvider("ISP").WearealimitedcompanyregisteredinEnglandandWalesundercompanynumber8003317andourregisteredofficeisSilavcoTechnologyCentre,CompassPoint,StIves,Cambs,PE275JL.OurVATnumberis159712780.WeareregulatedintheUKbyOfCom.WearealsoamemberoftheUKInternetServiceProvidersAssociation("ISPA")andOmbudsmanServices(theproviderofanindependentalternativedisputeresolutionscheme)aboutbothofwhichyoumayfindfurtherdetailsbelowunder"Complaints".3.PLACINGANORDER

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AllofVFM’sServicesareavailablebyorderingonlineandyouplaceanOrderwithusbyfollowingtheonlineOrderprocessorbycallingCustomerSupportandplacingatelephoneOrder(althoughafterCustomerSupportcreatesyouronlineaccount,ifnotdoneduringthetelephonecallanddirectedtodoso,youwillstillneedtoprovidepaymentdetailsandconfirmyouracceptanceoftheseTermsonlinebeforeyourOrderisaccepted)orfillinginandsubmittingawrittenOrderform(whenitisnotpossibleforyoutoplaceanOrderonline).YoursubmissiontousofanOrderconfirmsyouracceptanceoftheseTermsandcreatesanAgreementbetweenyouandusincorporatingthetermsanddocumentsreferencedinClause1above.VFM’sServiceswillonlybesuppliedtoanaddresswhichisabletoreceivetheServices(whichyoucancheckusingouronlineaddresschecker)andyoumustbeatleast18yearsoldwhenyouplaceyourOrderwithVFM.Ifyouwishtoterminateservicessuppliedtoyoubyanotherprovider,youshouldcheckwhetheryouareresponsibleforanycancellationorotherchargesorotherliabilityasaresultoftheterminationofyourcurrentservicecontract.WearenotresponsibleforanysuchchargesorliabilitynorwillyourservicesbeterminatedautomaticallybysubscribingtoVFM’sServices.WhenorderingtheServices,youmustprovideavalidemailaddressandyouareresponsibleformaintainingandregularlycheckingthisemailaddress.YoucanupdatedetailsofyouremailaddressintheonlineCustomerSupportCentreontheWebsite.WewillgenerallyusethisemailaddresstocontactyouforallpurposesundertheAgreement(althoughwemayuseothermethodstocontactyouassetoutinClause16below).UponreceiptofyourOrderwewilleithersendyouanemailconfirmingreceiptandacceptanceofyourOrder(anduponsuchconfirmationsuchOrderwillbecomebindingonyouandVFMonandsubjecttothetermsoftheAgreement)ornotifyyouthatweareunabletoacceptyourOrder(inoursolediscretion)inwhicheventweshallhavenoobligationtoyouwhatsoeverinrespectoftheServicesstatedintheOrder.IfweacceptyourOrder,atthetimeofconfirmationofouracceptancewewillprovideyouwithfurtherdetailsofwhenweexpecttobeabletoconnectyoutotheVFMNetwork.IfafterreceivingoracceptingyourOrderVFMcannotprovideyouwiththeServices,wewillnotifyyou.YourAgreementwillterminateandanyChargesyouhavepaidwillberefundedtoyou.Also,pleasebeadvisedthatbyplacinganOrder,youagreethatVFM,orthirdpartiesactingonourbehalf,maycarryoutcreditchecksonyouusingtheinformationthatyouprovideassetoutinClause15.

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4.MULTI-TENANTEDDWELLINGSThefollowingparagraphsapplywherethelandlordormanagerofthebuildingspecifiedinyourorder(the"Landlord")hasenteredintoanagreementwithustoprovideServices(the"LandlordServices")tothatbuilding,includingtoyourflat,apartmentorworkspace.OuragreementwiththeLandlordissubjecttoandconditionaluponyourcomplyingwiththeseTermsandwiththedocumentsreferencedinClauses1.2to1.4.InreturnforouragreeingtoprovidetheLandlordServices,youcommittousthatyouwillcomplywiththeseTermsandadditionaldocuments.YouunderstandthatourobligationtoprovidetheLandlordServicesisowedtotheLandlordandnottoyoudirectly.Accordingly,youfurtherunderstandthat:• TheagreementbetweenyouandusislimitedtoyouragreeingtocomplywiththeseTermsandwiththedocumentsreferencedaboveinreturnforouragreeingtoprovidetheLandlordServices;• WeshallhavenoobligationtoyoutowhatsoeverunderthisAgreementandallprovisionsrelatingtotheinstallation,provisionandmaintenanceoftheLandlordServicesandprovisionsimposingobligationsorrestrictionsonusshallbeineffective;• IntheeventofafailureoforfaultwiththeServicesoranyissuesrelatingtoinstallationanyliabilityshallliebetweenusandtheLandlord.Youagreethatyouwillnotbringanyclaimsorotherlegalproceedingsagainstuswhetherincontract,tort(includingnegligence)ormisrepresentationinconnectionwiththeforegoing("Claims"),youwaiveallandanysuchClaimsandherebyindemnifyusandholdusharmlessinrespectofthesame.WemayagreethatyoumayreportfaultswiththeLandlordServicetousdirectly.IfweincuradditionalcostsininvestigatingandfixingfaultsorconductingworksatyourdirectionandifsodirectedtotheLandlord,wemayinvoicetheseamountstoyoudirectly.Insuchcase,youagreetopaysuchamountsinaccordancewiththeseTerms.Thisdoesnotaffectthebulletpointssetoutintheaboveparagraph.YouunderstandthattheLandlordServicesmaybesuspendedorterminated(i)inaccordancewiththetermsofouragreementwiththeLandlord(forexample,iftheLandlordfailstopayamountsthatitowestous);and/or(ii)ifyoufailtocomplywiththeseTermsandthedocumentsreferencedabove.IfyouplacefurtherorderswithusforservicesadditionaltotheLandlordServices("AdditionalServices"),thesewillbegovernedbyaseparateagreementbetweenyouandus.YouacknowledgethatourabilitytoprovideAdditionalServicesisreliantuponprovision

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oftheLandlordServices.IntheeventthattheLandlordServicesaresuspendedorterminated(forexample,becausetheLandlordhasnotpaidusamountsthattheyowe),wewillhavenoliabilityforanyfailureoftheAdditionalServicesbutwheneverreasonablypossiblewewillgiveyouanopportunitytoorderservicesequivalenttotheLandlordServicesfromusdirectly.5.THEEQUIPMENTSubjecttoreceiptofanyConnectionChargeinadvance,wewillprovideyouwithEquipmentnecessarytoenableyoutofacilitateandenhanceusageoftheServicesyouhaveordered.Thismayincludeawelcomepack,aVisionFibreRouter,poweradaptor,cablesandaVisionFibreRouterbookletandwhichmaybesenttothePremises(orUKdeliveryaddressyouprovideduringtheorderingprocess)ortoyouremailaddress(aswedeemappropriate)(the'Equipment').WewilladviseyouoftheEquipmenttobeprovidedandtheConnectionChargeforyourServicesduringtheorderingprocess.TheEquipmentincludingtheVisionFibreRouterremainsourpropertyandistobekeptatthePremises.YouwillneedtotakegoodcareofalloftheEquipmentasifitisdamagedinyourcarewhileyouarereceivingourServicesyoumayincuradditionalChargesforrepairorreplacement.PleasenotetherequirementfortheEquipmenttoremainatthePremiseswhetherornotyouleavethePremisesorstopusingourServices(unlessyouarerequiredtoreturntheVisionFibreRoutertousasprovidedinClause8).YoushouldnotethatifyouexerciseyourstatutoryrighttocancelyourAgreementassetoutbelowin"InstallationandConnection"youwillbechargedforthecostoftheEquipmentprovidedtoyouwhenweprovisionyourOrderifyoudonotreturnittousatyourcostunopenedandunusedwithin14daysofthedateonwhichyoucancelyourOrder.DetailsofthisandotherChargespayableoncancellationarealsosetoutinthatsection.IfyourVisionFibreRouteroranyotherEquipmentweprovidetoyouinconnectionwiththeServicesisfaulty,wewillrepairorreplaceit,providingthefaultisnotcausedbyanyact,omissionornegligencewhileinyourcare.YouwillneedtoreturnanyfaultyorreplaceditemsofEquipmenttousatourtradingofficeaddress(showninClause1).WewilltestthereturnedEquipmentandverifytheexistenceand/orcauseofthefault.If,inourreasonableopinion,theEquipmentisproventobenotfaultyorthefaultwascausedbyanyact,omissionornegligencewhileinyourcare,thenwewillchargeyouforanyapplicableReplacementItemsFee.ExceptasexpresslysetoutintheseTerms,wewillnotbeliabletoyouforanylossordamagecausedbyyourinstallationoruseoftheEquipmentoradditionalequipment.6.ACCESS,PERMITSANDVISITINGYOURPREMISESYouauthoriseustoinstall,keepanduseapparatus(includingbutnotlimitedtoEquipmentandadditionalequipment)atyourPremisesandyouagreethatweandouremployees,agentsorcontractorsmayenteryourPremisessothatwecan:

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6.1.Carryoutanyworkthatisnecessaryforustoconnect,maintain,alter,replaceorremoveanyapparatusnecessaryforustosupplytheServicesyouandothershaveaskedfor;and6.2.InspectanyapparatusandequipmentrelatedtoreceivingandusingourServiceswhichyoumaykeepthere.WeagreetocauseaslittledisturbanceasreasonablypossiblewhencarryingoutanyworkatyourPremises.Weagreetorepair,toyourreasonablesatisfaction,anydamagethatwe,ouragentsorcontractorsmaycauseatyourPremises.Youagreetofollowanyreasonableinstructionsthatwemaygiveyou,andtoallowusaccesstoyourpremisesifweneedit.Youagreethatyouorapersonauthorisedbyyou(whois18orover)willeitherbepresentwhenwevisitorprovideuswithaccesstoyourPremisesonyourbehalf.YoualsoagreetotrytogetanyconsentorpermissionneededfromsomeoneelseifwehavetocrosstheirlandorputourEquipmentontheirpremises(includingtheprovisiontousofaWayleaveAgreementinsuchformasweshallreasonablyrequire).WearenotobligedtoinstallorprovidetheServicesunlessallconsentsandpermissionshavebeenobtained.Ifyouareunabletoprovideuswithanynecessaryconsentorpermissionthen,atoursolediscretion,yourAgreementwillterminateandanyConnectionChargesyouhavepaidwillberefundedtoyoulessanycostswehaveincurredpriortothedateofsuchtermination.Youagreenottodoanything,orallowanythingtobedone,atyourPremisesthatmaycausedamagetoorinterferewithanyapparatusorEquipmentorpreventuseoreasyaccesstoit.Ifanyapparatusand/orequipmentisdamagedotherthanthroughfairwearandtear,youwillhavetopayforittoberepairedorreplaced.Youconfirmthatyouare:6.3.ThecurrentoccupierofthePremises;and6.4.EitherthefreeholderofthePremisesoratenantunderaleasewithpermissiontoinstalltheEquipmentatthePremisesfromthefreeholder.WecannotnormallyberequiredtoremovepermanentinstallationsifyouterminatetheAgreementormovefromyourPremises.Youunderstandandagreethatallapparatusand/orEquipmentincludingtheVisionFibreRouterremainsourpropertyandyouwillnotremoveanyoftheapparatusand/orEquipmentwesupplytoyouwithoutourwrittenagreement.YouunderstandthattheChargeshavebeencalculatedonthebasisthatallsuchapparatusandEquipmentremainsinplaceunlessyouarerequiredbytheseTermstoreturnitand,ifotherwiseremovedordamaged,youwillliabletopayusforthethencurrentcost

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ofinstallationand/orreplacement.TheprovisionsinthisClause5surviveterminationoftheAgreement.7.INSTALLATIONANDCONNECTIONSubjecttopaymentofanyConnectionChargenotifiedtoyouintheOrder,connectiontakesplaceviaaportwhichmayalreadyexistinyourPremisesandthereshouldbenoreasonforaVFMengineertovisityourPremisesunlessthatportisnotavailableorworking.However,ifwhenyouplaceyourOrderthereisnoexistingportand/orfaceplateinyourPremisesorifyouwishtomoveorrewiretheexistingportorwishtohavebespokeplacementofthefaceplateinoneormultiplesitesatthePremisesthen,subjecttoourpriorwrittenagreementandpaymentoftherelatedCharges,aVFMengineerwillneedtoattendatthePremisespriortoconnection.YouagreetoprovideanyreasonablecooperationandassistancethatmayberequiredtoconnectyoutoourServices.UnlessyouchoosetopurchasetheInstallation-onlyService,youwillbeassignedanIPaddresswhichisfreeofcharge.PleasenotethattheIPaddresswillbereassignedtoVFMortoanotherVFMcustomerifyourInternetServicesisdisconnectedorterminatedforanyreason.TheactualspeedandperformanceofyourInternetServicewilldependonanumberoffactors(including,forexample,thelimitationsoftheEquipment(includingtheVisionFibreRouter)anddevicesyouconnecttotheServicewhetherprovidedbyusornot)someofwhichareoutsideofourcontrol.MaximumspeedsforyourPremiseswillbeobtainedbyusinganEthernetcabletoconnectdirectlytotheVisionFibreRouter.Youacknowledgethatwecannotguaranteethatmaximumtransmissionspeedscanbeobtainedatanytime;norcanweguaranteethatyourconnectionwillreachanyspecificspeeds.However,takingtheaboveintoconsideration,youshouldachievespeedsclosetothemaximumspeedavailableforyourInternetService.Moredetailsaboutspeedandfactorsaffectingspeed(includingthespecificationsfortheEquipment)canbefoundinourfrequentlyaskedquestionssectiononourwebsite.Wewilluseourreasonableendeavourstoinformyouofanyissuesandattempttoresolvethemassoonasitisreasonablypossible.YoumaychoosetoupgradeyourchosenpackageforyourInternetServicetoanythenavailableInternetServicespackageatyourPremisesandmayaddorremovetheAdditionalTelephonePackagesfromyourTelephoneServiceduringtheMinimumPeriodofyourServicesatanytimebyrequestingatransferonlinefromtheCustomerSupportCentreorinwriting(byemailorletter)whetherbeforeorafteryourServiceshavebeenactivated.IfyoudotransfertoanotherInternetServicespackageatanytimeduringtheMinimumPeriodthentheMinimumPeriodwillstartagainfromthedatewestartprovidingthenewpackagetoyouandwilllastforaminimumof12monthsfromthatdate.WehavetherighttoterminatetheAgreementwithoutliabilityafterreceiptofyourOrderorafterconfirmationofacceptancehasbeensentbutbeforeyouhavebeenconnected(i)ifyoufailacreditcheck,thebank,debitorcreditcarddetailsyouprovidetousarenotvalid

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and/orcorrectoryoudonotpayanyChargesrequiredtobepaidtouspriortoconnectionwhendueoryouhavepreviouslymisusedourServices,(ii)ifwe'renotabletoprovidetheServicestoyourPremisesbytheexpectedconnectiondateforanyreasonor(iii)foranyotherreasonatoursolediscretion.IfVFMendsyourAgreementbeforeconnection(otherthanasaresultofyourownactoromission(includingforthereasonssetoutin(i)intheprecedingsentence)),anyChargesyouhavepaidwillberefundedtoyou.If(afterwehaveconfirmedaconnectiondateforyourInternetand/orTelephoneServices),wedonotactuallyconnectyourServicesformorethanone(1)monthafterthisconfirmedconnectiondate(otherthanasaresultofyourownactoromission),youareentitledtoendyourAgreementwithVFMbysendingacancellationnoticeinwriting.Ifyoudoso,anyChargesyouhavepaidwillberefundedtoyou.YouhaveastatutoryrighttocanceltheAgreementduringaperiodofseven(7)workingdaysstartingonthedayafterwesendyouemailconfirmationofyourorder,however,youagreethatwemaystartworkonyourorderbeforethisperiodhasexpiredandifwedo,youwillloseyourrighttocancel.IfyoudocanceltheAgreement,youmustreturnallEquipmenttousatyourcosttotheaddressweprovidetoyouforthispurposeunusedandunopened(orpayusforitinfull)within14daysofthedateonwhichyoucancelyourOrder.Furtherdetailsofyourstatutoryrightofcancellation,andanexplanationofhowtoexerciseit,areprovidedintheCodeofPractice.Otherthanasexpresslysetoutabove,thisprovisiondoesnotaffectyourstatutoryrightsasaconsumer.Whileyou'reconnectedtotheNetwork,you'llneedtokeeparouterorEthernetcablecapableofconnectingtotheServices.IfyoudonotdosoyoumaynotbeabletocontinuereceivingtheServices.IfweareunabletoprovidetheServicestoyouonyournewEquipment,thenourusualterminationprovisionswillapply(see"TermofAgreement,Restriction,SuspensionandTermination").IfyourServicesaredisconnectedforanyreasonorsuspendedforanyreason,wewillchargeyouaRe-activationFeeof£10.8.TERMOFAGREEMENT,SUSPENSION,RESTRICTIONANDTERMINATIONTheAgreementforyourServicesstartsonthedateyoufirstorderServicesfromus.YourServicesstartontheServicesStartDatewhichwillbethedatethatyouhavereceivedtheEquipmentandthewelcomepack.YouwillbedeemedtohavereceivedallEquipmentandthewelcomepackfollowingtheinstallationorthree(3)daysafterwesendthoseitemstoyouandthatwillbeyourServicesStartDate.TheMinimumPeriodoftheServicesis12monthsfromyourServicesStartDateonourDashandabovepackagesand18monthsonourZippackage.YoucanterminatetheAgreementatanytimebypayingtherelatedServiceTerminationFee,whichiscalculatedbasedontheremainingMinimumPeriodofyourAgreement,costof

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installationandequipmentprovidingyougiveuswrittennoticeofterminationonlinefromtheCustomerSupportCentrethroughaticketsubmissionorinwriting(byemail,orletter).Servicewillbeterminatedone(1)monthafterreceiptofyourterminationnoticeandfeewhetherrequestedonlinefromtheCustomerSupportCentreorinwriting(byemail,orletter).Afterthefirsttwelve12or18months(dependinguponpackage)fromyourServicesStartDate,youcanterminatetheAgreementatanytimewithoutpayinganyServiceTerminationFees,providingyougiveusone(1)month'swrittennoticeofterminationfromtheCustomerSupportCentreorinwriting(byemail,orletter).IfyouopttouseouroptionalTelephoneServiceorAdditionalTelephonePackages,theterminationperiodforthoseServicesisone(1)month'swrittennoticethesameasforyourTelephoneService.BeawarethatifyoucancelyourTelephoneServiceandyouareonabundledpackageofferwhichprovidedyouwithareducedChargeforyourtotalpackageofServices,thentheRentalChargeforyourremainingServiceswillchange.VFMmayterminatetheAgreementor,atitsoption,restrictorsuspendsomeoralloftheServicesimmediatelywithoutnoticeif:• youdon'tpayus,bytheduedate,anymoneyyouoweus(althoughwewillnotifyyoubyemailtotheemailaddressyouhaveregisteredonyourVFMaccountbeforewetakethisaction)oryoucancelthedirectdebitforyourServiceswithoutagreeinganotherformofpaymentwithus;

• youmisuseanyofourServices(seeour"Fairandacceptableusagepolicy");• ifyouusetheTelephoneService,yougooveranycaponyouraccount(inwhichcasewemayrestrictorsuspendyourTelephoneService);

• wehavereasontobelievethatyouhaveprovidedusfalse,inaccurateormisleadinginformationeitherforthepurposeofobtainingtheServicesand/ortheEquipmentoratanytimeduringtheorderingprocessorprovisionoftheServices;

• wehavereasontobelievethatyouoranotherpersonatyourPremisesorusingyourServiceshavecommitted,ormaybecommitting,anyfraudagainstusand/oranyotherpersonororganisationbyusingtheServicesortheEquipment(orboth);

• youoranyoneyouauthorisetodealwithusonyourbehalfactsinawaytowardsourstafforagentswhichwereasonablyconsidertobeinappropriate;

• anypermissionunderwhichweareentitledtoconnect,maintain,modifyorreplacetheEquipmentisendedforanyreason;

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• wearerequiredtocomplywithanorder,instructionorrequestofGovernment,anemergencyservicesorganisationorothercompetentadministrationorregulatoryauthority;or

ForyourandourprotectionwecansuspendtheservicesifthenumberofcallsorCallChargesmadebyyouhaveincreasedtosuchanextentthatitappears,inourreasonableopinion,thattheServicesarenotbeingusedinamannerconsistentwithyourprevioususe.WewillmakereasonableeffortstocontactyoubeforesuspendingtheServicesbutwearenotliableforanylossyoumaysufferthroughthissuspension.WewillnotprovidetheServicesagainuntilwearesatisfiedthatyouknowoftheincreasedusageandthatyouwillpaythechargesrelatingtothatincreasedusage.Wemayalso:a. askyoutomakeapaymentofadepositassecurityforyourCharges;orb. preventyoufrommakinginternationalcallsand/orpremiumratedcallsifinourreasonableopinion,theyformasignificantproportionofyourCharges.

EitheryouorVFMmayterminatetheAgreementbygivingthirty(30)days'writtennoticetotheotherif:• iftherehasbeenamaterialbreachoftheAgreementbytheotherparty(andthisisn'tremediedwithinthirty(30)daysofawrittennoticenotifyingthebreach)

• ifanevent,outsideitsreasonablecontrol,preventscontinuedprovisionoftheServicesformorethanthirty(30)days• iftheotherisunabletopayitsdebts(withinthemeaningofsection123oftheInsolvencyAct1986);orbecomesinsolventorbankrupt;orissubjecttoanorderoraresolutionforitsliquidation,administration,winding-upordissolution(otherwisethanforthepurposesofasolventamalgamationorreconstruction);ormakesanapplicationtoacourtofcompetentjurisdictionforprotectionfromitscreditorsgenerally;orhasanadministrativeorotherreceiver,manager,trustee,liquidator,administratororsimilarofficerappointedoveralloranysubstantialpartofitsassets;orentersintoorproposesanycompositionorarrangementwithitscreditorsgenerally;orifanylegalactionistakenorthreatenedagainsttheother'sproperty;orissubjecttoanyanalogouseventorproceedinginanyapplicablejurisdiction;or

• byVFMonly,foranyotherornoreason,withoutcause.Sometimeswemaychoosetoignoreitifyoubreakoneofourtermsandconditions,orwemaychoosenottoenforceaparticularterm.Butevenifwedothis,wecanstillchoosetoenforcethattermortakeactionbecauseyoubreakthatoranyotherterminthefuture.IfVFMisentitledtorestrictorsuspendyourServicesthenallChargesforyourServiceswillremainpayablebyyounotwithstandingsuchsuspension.

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IfVFMisentitledtoterminateyourServices(otherthanwithoutcause),thenVFMwillbeentitledtochargeyoufortheChargeswhichwouldhavebeenpayabletoVFMasifyouhadprovideduswithaterminationnoticeonthedateofsuchtermination.

IfthisAgreementterminatesforanyreason,youareobligedtoreturntheVisionFibreRoutertousattheaddressstatedontheWebsite.YouareresponsibleforensuringthattheVisionFibreRouterreachesusingoodworkingorder.IfwedonotreceivetheVisionFibreRouterfromyouwithinaperiodoffourteen14daysfollowingthedateofterminationorifwereceivetheVisionFibreRouterbutitisfaultyordamaged,wewillbeentitledtochargeyouthefullreplacementvaluewhichwillautomaticallybeappliedusingyourusualmethodofpayment.

9.PAYMENTTERMSANDCHARGESYoumustpaytheChargesthatapplytotheServicesyou'rereceivingfromusassetoutbelow.AllrecurringChargesarepayablefromyourServicesStartDate(see"InstallationandConnection").One-offChargesarepayableasprovidedbelow.AllChargesotherthanCallChargeswillbecollectedinadvance,whileCallChargesoutsideofpackageswillbecollectedinarrears.Ourbillingdatewillbemonthlyinadvancefromtheservicelivedate.OurChargesmayincludethefollowingfees:• CallCharges-RecurringCharge,paidmonthlyinarrears,forthecallsmadeinconnectionwiththeprovisionofyourmonthlyTelephoneService(ifapplicable).Ifpossible,CallChargeswillappearonyournextbill,butsometimesCallChargesmayappearonalaterbill.WemaycaptheCallChargesyouareabletomakeeachmonth(inoursolediscretionandaswemaydecidefromtimetotime)andwarnyouifyouarelikelytoexceedthecapinanymonth.YouwillthenhavetheoptionofpayingaportionofthecallChargesincurredthatmonthbycreditcardtoavoidsuspensionoftheTelephoneServicethatmonth.• ConnectionCharge-One-offCharge,forconnectiontotheServiceschargedinyourfirstinvoice.

• InstallationFee–One-offCharge,forinstallationoftheServicesatyourPremiseswherenoVFMfaceplateexists,notifiedtoyouduringtheorderingprocessandpaidpriortotheinstallationoftheVFMfaceplateintoyourPremises.• OrderCancellationFee–One-offCharge,paidondemandifyoucancelyourOrderbeforetheServicesStartDate,whichincludesanyactualcostsincurredbyusinprocessingyourOrderandprovidingtheServices(pleasenotethatthisisachangetoyourstatutoryrights;see"PlacinganOrder"above),NoOrderCancellationFeeispayablebyyouifthe

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buildingatwhichyourPremisesarelocatedprovidesyouwiththeInternetServiceand/orTelephoneServicefreeofcharge.• Re-activationFee-One-offCharge,paidondemandifyouraccounthasbeenterminatedorsuspended.• RentalCharge-RecurringCharge,paidmonthlyinadvance,fortheprovisionofyourmonthlyInternetServiceand/orTelephoneServices(asapplicable).• ReplacementItemsFee-One-offCharge,paidondemandifVFMneedstorepairorreplaceanyoftheEquipmentprovidedtoyoutoenableyoutoconnecttotheServicesorbookletorotheritemsofequipment.• ServiceTerminationFee–One-offCharge,paidondemandifyoucancelyourServicesbeforetheendoftheMinimumPeriod.ChargeiscalculatedbasedontheremainingRentalChargesinyourMinimumPeriod.TherearenochargesforanyServicesprovidedbyourCustomerSupportteambutyouwillincurchargesforcallsmadetoourCustomerSupporttelephonelineatlocalcallrates.VFMacceptspaymentbydirectdebitoryoumayuseaVFMapproveddebitorcreditcardtopayforanyapplicableInstallationCharges,ortomakeaninterimpaymentofyourCallChargesifyoutaketheTelephoneService.Youwillneedtoprovideuswithyourbankaccountdetailsduringtheonlineorderprocess.IfyourbankdetailschangeyoumustnotifyusimmediatelytoensurecontinuityofyourServices.ItispossibletochangethesedetailsinourCustomerSupportCentre.Uponsign-up,andwhereaninstallationisrequired,thefirstmonthsserviceschargestogetherwithanyapplicableconnectionfeewillbetakenviaouronlinepaymentsystemandhelduntilserviceislivefollowingasuccessfulinstallation.Thesecondpaymentwillbetakenonemonthfollowingtheservicelivedatewithsubsequentpaymentstakenforeachmonththereafter.Wemayalsochargeyou£10bywayofcompensationtousforanydirectdebitpaymentswhicharereturnedtousforanyreason.ThechargessetoutinthisparagrapharenotsubjecttoVAT.VFMreservestherighttochangepricesfortheServicesatanytime,bygivingyounoticeinwritingwhichwillincludesendinganemailtotheemailaddressyouprovidetousduringtheorderprocessorwhichyousubsequentlyupdateintheonlineCustomerSupportCentre.Pleaseseeyourrighttoterminateintheeventofamaterialchange("ChangestoOurCharges,TheseTermsand/ortheServices").AllinvoiceswillbeissuedandheldontheWebsiteintheCustomerSupportCentre.YouwillneedyourusernameorregisteredemailaddressandpasswordinordertoaccesstheCustomerSupportCentre.VFMwillemailyoutonotifyyouwhenanewinvoicehasbeenissuedandyouareresponsibleforviewingandtakingcopiesofeachinvoice.

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IfyouthinkthattheChargesonyourbillareincorrectandwishtodisputethoseCharges,youmusttellusstraightaway.YoumustpayanyChargesthatarenotdisputed.WewillnotsuspendorendtheServiceswhileweinvestigateanydispute.YoumustpayVFMallsumsduetoVFMinfullandyoucannotdeductorwithholdanypartofthesumsyouoweus,exceptaspermittedbylaw.Wehavetherighttochargeyouinterestifyoudonotpayusinfullbytheduedate.Wemaychargeyouinterestonanyoverduepaymentsfromthedateyoushouldhavepaiduntilwereceivefullpaymentoftheamountyouoweincludingfullinterest(whetherbeforeorafterjudgment)attheyearlyequivalentof4percentperannumabovethebaserateofBarclaysBankplcfromtimetotime.IfVFMdoesnotreceivefullpaymentfortheServicesprovidedtoyou,wehavetherighttosuspendorterminateyourServicesandtakeanystepsnecessarytorecovertheamountdue(includinganycostsincurredincollectingtheamountsyouowe).WewillnotifyyoubyemailtotheemailaddressyouhaveregisteredonyourVFMaccountbeforewetakeanysuchaction.AllpricesshownonourresidentialproductpagesareinclusiveofVATbutourinvoicesshowVATpayableasaseparateitemoneachinvoice.InanyeventyouareliabletopayVATonallServicesprovided.10.SERVICEINTERRUPTIONSOccasionally,wemayhaveto:10.1.InterruptallorpartoftheServices.Ifwedoso,wewilltakereasonablemeasurestorestoretheServicesasquicklyaswecan;10.2.Changeyourareacodeorphonenumber,oraccessnumbers;or10.3.Makeminorchangestocertaintechnicalspecifications,includinglimitsfortransferringinformationwhichareassociatedwiththeServicesormakechangestoourNetworkorwemayneedtosuspendprovisionoftheServicesforoperationalortechnicalreasons.WewilluseallreasonableendeavourstonotifyyouinadvanceofanysuchchangeorsuspensionifitmateriallyaffectsyourServices.Wewilldoeverythingwhichisreasonablyinourpowertominimisetheeffectofanyinterruptionsordisruptionstoyou.However,itistechnicallyimpossibleforVFMtoprovideafault-freeServiceatalltimes.Formoredetailsaboutourliabilitytoyou,see"VFM’sLiabilitytoyouandLimitationsonVFM’sLiability"below.IfwereasonablybelievethatyouareusingtheServicesinbreachofyourobligations(see"YourObligations"),includingbreachofthe"Fairandacceptableusagepolicy",wemaywithoutliabilityorfurthernoticesuspendyourServicesorincertaincircumstances

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terminateyourAgreement(see"TermofAgreement,Restriction,SuspensionandTermination"above).However,inanyevent,wecannotbeheldresponsiblefordisruptionswhicharecausedbymattersbeyonditsreasonablecontrol(see"MattersBeyondourReasonableControl"below).11.MOVINGWewillonlybeabletoprovidetheServicestoanynewpremisesyoumovetoifyournewpremisesareservedbyVFMatthetimeyoumove.UnfortunatelyprovisionoftheServicestoyouatnewpremiseswillusuallyneedtobetreatedasifyouwereanewCustomer(includingallConnectionCharges(althoughyoumaybeabletouseyourexistingEquipment)andInstallationFees).YouwillbeabletoobtainfurtherinformationontheChargespayablefortheprovisionofServicestoyournewpremisesduringtheorderingprocess.Wecannotguaranteethatyoucankeepyourexistingtelephonenumberwhenyoumovetoanynewpremises.PleasecontactCustomerSupportifyouareplanningamoveandwewilltrytohelptominimiseanyissuesassociatedwithyourVFMServices.12.YOUROBLIGATIONSYouagreethatyouwillcomplyfullywithyourobligationsundertheAgreement,andatalltimes:• complywiththetermssetoutinVFM’s"FairandAcceptableUsagePolicy"(aspublishedontheWebsitefromtimetotime)andensurethatanyothersusingtheServicesviayouraccountcomplywiththepolicy,too.

• IfweprovideyouwiththeTelephoneService,(i)youwillnotadvertiseyourphonenumberinoronapublicphoneboxorusetheTelephoneServicetomakenuisanceorhoaxcalls,(ii)youagreethatyoudonotownthephonenumberand

thatyouwillnottransferittoanyoneelseortrytodoso,(iii)youagreethatwemaygiveyourname,addressandphonenumbertotheemergencyservicesand(unlessyoutellusotherwise)alsotootherauthorisedpubliccommunicationsoperatorsandregulateddirectoryserviceproviders(soyourdetailscanbeincludedinphonebooksandbeobtainedfrompubliclyavailabledirectoryenquiryservices),(iv)youunderstandthatwecannotacceptanyliabilitywhatsoeverforanyfailurebyauthorisedpubliccommunicationsoperatorsandregulateddirectoryserviceproviderstowhomweprovideinformationtocomplywithyourlistingrequest(althoughwecantellyouaboutotheroptionsthatareavailabletoprotectandcontrolhowyourinformationisused).• keepyoursecurityinformationsafeandtellusimmediatelyifyoubecomeawareofanyimproperdisclosureofyoursecurityinformationorunauthoriseduseoftheServicesthroughyouraccount

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• providecomplete,accurateandtruthfulinformationtous(especiallyduringtheorderingprocess)andensurethatthisinformationisalwayskeptuptodateandaccurate.

• tellusimmediatelyaboutanyfaultorproblemarisinginrelationtoourprovisionoftheServicestoyouand/oranylossordamagetoanypartoftheEquipmentoradditionalequipment.

• ensurethatyourequipment,anyadditionalequipmentandsoftwareusedbyyoucomplieswithallApplicableLawsandbearstheEuropeanConsumerEquipmentStandards'CE'markandthatyouhaveanynecessarylicensesbeforeyouuseittoconnecttotheNetworkandensurethatyourequipmentandanyadditionalequipmentandsoftwareiscompatiblewithourEquipment.

• onlyyoucontrolthecontentyouuploadordownloadusingtheNetwork.Wehavenoresponsibilityforanysuchcontent.

• complywiththeAgreementandanyreasonableinstructionswegiveyou.• indemnifyVFMagainstalllosses,liabilities,costs(includinglegalcosts)andexpenseswhichVFMmayincurasaresultofanythirdpartyclaimsagainstVFMarisingfrom,orinconnectionwithyouruseormisuseoftheServicesorbreachoftheseTermsortheAgreement.

• youagreenottousetheServicesforanycommercialorbusinessuse(exceptforHomeWorking)•the‘Codeofpractice'onthewebsiteat(whichincludesdetailsofhowtoclaimunderourNumberPortingCompensationScheme)andthecomplaintsCodeofPracticeatrelatingtocomplaintsandtheresolutionofdisputesappliestoyou

• allamountsduetoVFMshallbepaidinfull(withoutdeductionorwithholdingexceptasrequiredbylaw)andyoushallnotbeentitledtoassertanycredit,set-offorcounterclaimagainstVFMinordertojustifywithholdingpaymentofanysuchamountinwholeorinpart

Fromtimetotime,VFMmay(withorwithoutnoticetoyou)review,recordorcheckyouruseoftheServiceswhereVFMisrequiredtodosotoensurecompliancewithanyApplicableLawsorwhereorderedtodosobyanycourtorotherbodyorauthoritywiththepowertorequiresuchmonitoringandforourowninternalpurposestoensurecompliancewiththeAgreement(includingtheFAUP).PleaseseethePrivacyandCookiePolicyformoredetailsonhowweuseyourinformation.WemaymonitorandrecordcallsrelatingtoCustomerSupportservicesandtelemarketing.Wedothisfortrainingpurposesandtoimprovethequalityofourcustomerservices.Wealsorecordallcallstothe999or112emergencyservices.13.SPECIALPROVISIONSRELATINGTOTHETELEPHONESERVICE

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ANDNUMBERPORTABILITYIfweprovideyouwiththeTelephoneService,youunderstandandagreethattheTelephoneServicemaynotofferallofthefeaturesyoumayexpectfromatraditionalphonelineandmaysometimesbeunavailableasaresultofthingsoverwhichwehavenocontrol,forexample,powersupplydisruptions.YouunderstandandagreethattheTelephoneServiceisdependentonyourconnectiontotheNetworkandtheavailabilityoftheNetwork.TheTelephoneServicewillthereforeceasetofunctionifthereisapowerfailureorafailureintheNetwork.Youmustuseallreasonableendeavourstomaintainamains(240voltAC)powersupplytotheEquipmentwesupplytoyouifyouuseourEquipmenttoaccessyourTelephoneServiceandatthePremisesatalltimesinordertousetheTelephoneService.YouunderstandandacknowledgethattheTelephoneServiceallowscallstotheemergencyservicesnumbers999and112andthatcallstotheseserviceswillfailifthereisapowercutorifyourInternetServiceconnectionfails.YouagreethatthereisanexistingcopperwiretelephonelinetothePremisesandthatyouwillusethatlineoranalternativemethodofcommunicationforemergencycalls.Youunderstandandacknowledgethattheremaybesomelimitations,assetoutinthefollowingparagraphs:(a) DuringaServiceOutageorapowerfailure,accessto999/112publicemergencycallserviceswillnotbeavailable;(b) YourlocationwillberegisteredasapartofsubscribingtotheTelephoneService.Thisisnecessaryforbillingpurposesandforemergencyoperatorsandauthoritiestoidentifyyourlocationandphonenumberifyoudial999/112;and(c) IfVFMsuspendstheTelephoneServiceunderthisAgreement,youwillstillbeabletodial999/112.Wewilltakeallreasonablestepstoassistyouifyouwanttomoveyourtelephonenumberontoanotherprovider'snetworkorfromanotherprovider'snetworktoourNetworkprovidedthatyougiveusdetailsofthisatthetimeyouplaceyourOrder(numberporting).Wewillbeentitledtopassontoyouanythirdpartychargesweincurinconnectionwiththistransfer.YouwillbenotifiedinadvanceofanychargesassociatedwiththistransferpriortotheOrderbeingprocessed.However,pleasenotethat,undersomecircumstances,numberportabilitymaynotbepossibleandyoumaynotbeabletokeepyourtelephonenumber.Wewillnotprocessanumberportingrequest,unlessyouraccountiscompletelycurrent,includingpaymentforallChargesandapplicableServiceTerminationFees.Itisexpectedthatitwilltake

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approximatelyten(10)businessdaysfromthedateofrequestfornumberportingandthedateofactualtransferofthetelephonenumberbeingported(althoughtheactualperiodmaybelongerorshorterandmaydependonfactorsoutsideofourcontrol).Ifyouaremovingyourtelephonenumbertoorfromanewprovideryouwillneedtotellthemthatyouwishtotransferyournumberandwewilltakeallreasonablestepstoensurethatthetransferofyournumberandsubsequentactivationiscompletedwithinone(1)businessdayprovidedallnecessaryactivationprocesseshavebeencompleted,thenetworkconnectionisreadyforyouruseand(whereyouwishtoportyourtelephonenumbertoVFM)yourexistingproviderhasreceivedarequesttoactivatethetransferofyournumberandagreedatransferdate("theNecessaryActivationRequirements").Inthemeantime,ifyouaremovingyourtelephonenumbertoourTelephoneService,wewillprovideyouwithatemporarynumbersothatyoucanusetheTelephoneServiceusingthattemporarynumberuntilthenumberportingiscompleted.Fortheavoidanceofdoubtandinaccordancewithapplicableregulation,theone(1)businessdaytimeperioddoesnotcommencefromthedateyousubmitanumbertransferrequest;itcommencesfromtheagreeddateofportandonceanagreementtoporthasbeenconcludedbetweenusand(whereyouwishtoportyourtelephonenumbertoVFM)yourexistingproviderfollowingcompletionofalltheaboveNecessaryActivationRequirements.FollowingcompletionofalltheNecessaryActivationRequirementswewillsendanotificationtotheemailaddressyouhaveregisteredonyourVFMaccounttellingyouthedatewhenyournumberwillbetransferred.IfhavingtoldyouthedatewhenyournumberwillbetransferredthereisasubsequentdelayintheNecessaryActivationRequirements,wewillinformyou(bysendinganotificationtotheemailaddressyouhaveregisteredonyourVFMaccount)ofthenewdatewhenyournumberwillbetransferred.AnychangetothedateofyournumbertransferduetotheNecessaryActivationRequirementsnotbeingcompletedshallnotconstituteadelayorabuseinportingandshallnotgiverisetoaclaimforcompensation.SubjecttotheNecessaryActivationRequirementshavingbeencompleted,ifwedelaythetransferofyournumberformorethanone(1)businessdayorwherethereisanabuseofportingbyus,uponreceiptofavalidandgenuineclaimfromyouweshallprovidereasonablecompensationassoonasisreasonablypracticableforsuchdelayand/orabuseinaccordancewithourNumberPortingCompensationScheme.DetailsofhowcompensationmaybeclaimedaresetoutinourComplaintsCodeofPractice.AnycompensationawardedpursuanttoourNumberPortingCompensationSchemeshallbeinfullandfinalsettlementofanyclaimyoumayhaveagainstus(noworinthefuture)inrespectofthedelayand/orabuseinportingthesubjectofyourclaim.AllcallsmadeusingtheTelephoneServicearesubjecttotheFairandAcceptableUsagePolicyandwereservetherighttoimposelimitsonyourcalls,applyadditionalchargesorsuspendorterminateyouraccesstotheServicesifwereasonablybelieveyouareinbreachofourFairandAcceptableUsagePolicy.PleasenotethatwereservetherighttorecordcertaincallstoensurethatyouareusingtheServicesinaccordancewithourFairandAcceptableUsagePolicy.

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14.VFM’SLIABILITYTOYOUANDLIMITATIONSONVFM’SLIABILITYWhenwecarryoutanyobligationundertheAgreement,ourdutyistoexercisethereasonablecareandskillofacompetentserviceprovideronly.WedonotwarrantthattheprovisionoftheServiceswillbefault-freeoruninterrupted,butwewilluseallreasonablecareandskilltoprovideandmaintaintheServices.Unfortunately,wecannotguaranteethattheServicesortheEquipmentweprovidewillneverbefaulty.ExceptasexpresslysetoutintheAgreement,VFMisnotliabletopaydamagesforuseoftheServicesorEquipmentoranylossescausedbydelaysorinterruptions.Wearenotliabletopaydamagesifanyoneelse,otherthanapayingCustomer,gainsaccesstothatCustomer'sconnectiontotheServices,thatCustomer'scomputer,theEquipmentandotherrelatedequipment(including,withoutlimitation,anyadditionalequipment)orgainsaccessto,destroysordistortsanydataorinformationheldbyus.Wearenotresponsibleforanygoodsorservicessuppliedinaseparateagreementwithanothersupplier,evenifaccesstothesegoodsorservicesisthroughourNetwork.Exceptasexpresslysetoutbelowinrelationtopropertydamage,ouraggregateliabilitytoyouwithrespecttothisAgreementforanyclaimsarisinginanycalendaryear(whetherincontract,tort,arisingasaresultofnegligenceorbreachofstatutorydutyorotherwise)shallnotexceed125%oftheChargesdueinthatcalendaryear.Totheextentpermittedbylaw,we,othermembersofourgroupofcompaniesandthirdpartiesconnectedtousherebyexpresslyexclude:(a) Allconditions,warrantiesandothertermswhichmightotherwisebeimpliedbystatute,commonlaworthelawofequity.(b) Allliabilityincontract,tort(includingnegligenceandbreachofstatutoryduty)orotherwisearisingunderorinconnectionwiththisAgreementfor:• AnylossordamageincurredbyyouoranyuseroftheServicesoroftheWebsiteinconnectionwiththeuse,inabilitytouse,orresultsoftheuseofourServices,theWebsite,theEquipmentoradditionalequipmentorwebsite,anywebsiteslinkedtoitandanymaterialspostedonit.• Anyindirectorconsequentiallossordamageorisnotreasonablyforeseeableandforanyofthefollowing(whetherthesamearedirectorindirectandirrespectiveofwhetherreasonablyforeseeable):(i) lossofincomeorrevenue;(ii) lossofbusinessoropportunity;(iii) lossofprofitsorcontracts;(iv) lossofanticipatedsavings;

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(v) lossofcorruptionofdata,informationorsoftware;(vi) lossofgoodwill(vii) thecostofprocuringsubstitutegoodsorservices;and(viii) wasted

managementorofficetime.Anyotherlossordamageofanykind,providedthatthisconditionshallnotpreventclaims(i)forlossofordamagetoyourtangiblepropertyarisingfromournegligenceforwhichwewillpayupto£100,000inany12-monthperiodor(ii)anyotherclaimsfordirectfinanciallossthatarenotexcludedbyanyofthecategoriessetoutabove(subjecttothecaponliabilitysetoutabove).WewillnotbeliabletoyouforanylossesthatyoumaysufferifyouhaveusedtheServiceorEquipmentweprovideforbusinesspurposes.IntheeventofanyfailureintheServicesorEquipment,weshallnotberesponsibleforanychargesincurredbyyoushouldyoudivertyourtelephoneorInternettraffictoanothercommunicationsprovider.Eachprovisionofthissectionistobeconstruedasaseparateprovisionapplyingandsurvivingevenifoneormoreoftheotherprovisionsofthisclauseisheldinapplicableorunreasonable.Thisdoesnotaffectourliabilityfordeathorpersonalinjuryarisingfromour(orouremployees',contractors'oragents')negligence,norourliabilityforfraudulentmisrepresentationormisrepresentationastoafundamentalmatter,noranyotherliabilitywhichcannotbeexcludedorlimitedunderApplicableLaw.NothinginthissectionaffectsyourstatutoryrightsrelatingtoEquipmentwhichisfaultyorhasbeendescribedwronglyoryourrightsasaconsumer(referredtoinclause6).AsaresidentialCustomer(consumer),thetermsoftheAgreementwillnotaffectanylegalrightswhichyoumayhavewhichcannotbeexcludedbyagreement.Formoredetailsofyourlegalrights,youshouldcontactyourlocalCitizensAdviceBureau.Youshallatalltimesbeunderadutytomitigateanylossessufferedbyyou.15.MATTERSBEYONDOURREASONABLECONTROLSometimeswemaynotbeabletodowhatwehaveagreedbecauseofsomethingbeyondourreasonablecontrol,whichmayinclude(butisnotlimitedto):lightning,flood,severeweather,fire,explosion,terroristactivities,war,civildisorder,damageorvandalismtoourNetworkorequipment,anythingdonebylocalornationalGovernmentsorothercompetentauthorities,orindustrialdisputes.Theremaybeotherreasonstoo.Inthesecases,wedonotacceptresponsibilityfornotprovidingyouwiththeServices.

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16.OTHERGENERALPROVISIONSYouacceptthattheAgreementfortheServicesispersonaltoyouandagreenottotransferitorthebenefitoftheServicestoanyoneelse,ortotrytodoso.However,wemaytakeinstructionsfromapersonwhowethink,withgoodreason,isactingwithyourpermission.WecantransfertheAgreementfortheServicesortheprovisionoftheServicestoathirdpartyprovidedwegiveyounoticeandobtainyourconsent(nottobeunreasonablywithheld,conditionedordelayed)ifthetransfermayhaveanegativeeffectontheServicesweprovidetoyouoradverselyaffectyourrightsundertheAgreement.YouacceptthatwhenyouordertheServicesfromuswemaymakeenquiriesaboutyouforcreditreferencepurposes.TheseenquiresincludesearchingyourrecordsheldbyExperian/Equifaxoranyothercreditreferenceagencyoranyfraudpreventionscheme.AtalltimeswhereyourinformationisdisclosedtouswewillprotectitandkeepitsecureinaccordancewithourPrivacyandCookiePolicy,whichcanbeviewedonlineatwww.visionfibremedia.com.Dataweholdaboutyoumayalsobeusedforfraudpreventionpurposesandwhenrequiredtodosobylaw,forexampleunderacourtorder,orinresponsetoproperlymadedemands,underpowerscontainedinlegislationandthismayincludesharingyourpersonaldatainconfidencewiththirdpartycompaniesandorganisations,includingothercommunicationcompanies.Youshallkeepasconfidentialallinformationdisclosedtoyouby,oronbehalfofus,whichcouldbereasonablyconsideredtobeconfidential.Thisshallinclude,butnotbelimitedto,allinformationdisclosedbyustoyouwhichrelatestoourbusinesswhichisnotinthepublicdomain.YoushallnotuseanyinformationsoprovidedotherthantoperformyourobligationsunderthisAgreement.AnyfailureordelaybyVFMinexercisingorenforcinganyrightsorbenefitsgrantedbytheseTermsortheAgreementwillnotbedeemedtobeawaiverofanysuchrightorbenefitnorwillitpreventusfromexercisingorenforcinganysuchrightorbenefitoranyotherrightorbenefitonanyotheroccasion.Ifacourt,arbitratororanygovernmentagencystipulatesthatanypartoftheseTermsortheAgreementisunenforceable,theremainingTermsand/orprovisionsoftheAgreementwillstillbevalidandenforceable.NothirdpartyisentitledtoenforceanytermundertheAgreementundertheContracts(RightsofThirdParties)Act1999.TheAgreementsetsouttheentireagreementbetweenyouandVFMrelatingtotheprovisionoftheServicestoyouincludingallintendedrightsandobligationsandsupersedesanyandallpreviousagreementsandunderstandingsbetweenyouandVFMwithrespecttosuchprovision.

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17.HOWWECANCONTACTEACHOTHERYoumaycontactVFMbycreatingaticketintheonlineCustomerSupportCentre,bysendinganemailtosupport@visionfibremedia.com,orbycallingoursalesandCustomerSupportlinesandanyimportantcommunications(includinganynoticesorothercommunicationsrequiredundertheseTermsortheAgreement)shouldadditionallybesenttousbyposttotheaddressshownonthecontactuspage.VFMwillcontactyouattheemailaddressthatyouprovidetouswhenyouplaceanOrderfortheServicesorwhichyousubsequentlyupdateinyouraccountontheWebsite.Whenweneedtocontactyouwemayalsouseyourbillingaddress,mobileorfixedphonenumberaswedeemappropriate.18.COMPLAINTSVFMhasaprocedureforhandlingcomplaintsregardingbreachesoftheAgreement.Ifyouwishtomakeacomplaint,pleasesendanemailtosupport@visionfibremedia.com.Thiswillallowustodealwithyourcomplaintpromptly.Youmayalsocallusonthenumberssetoutinthissectionbelow.However,wewillalwaysrequireinformationaboutyourcomplainttobemadeinwritingtoallowustoinvestigateproperly.IfyouarereportinganyillegalorunacceptableuseofVFM’sservices,pleaseemailinfo@visionfibremedia.comandprovideuswithasmanydetailsandasmuchevidenceaspossibletohelpusunderstandandinvestigatetheproblem(suchasacopyofthemessageand/orheaders,thefullURLsorlogfilesshowingunauthorizedaccesstoyouraccountdependingonthetypeofmisuseyouwishtocomplainabout).Pleasealwaysensurethatyouincludeashortdescriptionofwhyyouaremakingthecomplainttogetherwithyournameandfullcontactdetails.IfyouwishtomakeacomplaintorneedanyfurtherinformationregardingtheAgreement,thenpleasecontactuson:E-mail:support@visionfibremedia.comCustomerSupportServices:02071128615WearemembersoftheUKInternetServiceProvidersAssociation("ISPA").ISPAistheUK'sTradeAssociationforprovidersofInternetservicesandpromotescompetition,self-regulationandthedevelopmentoftheInternetindustry.WehaveagreedtoabidebyISPA'sCodeofPracticewhich,amongstotherthings,requiresISPAmemberstojoinanAlternativeDisputeResolutionschemetohelpresolvedisputeswhichmayarisewithindividualorsmallbusiness(thosewithnomorethan10employees)customers.WehavejoinedOmbudsmanServices(aproviderofanAlternativeDisputeresolutionscheme)andyouthereforehavetheoptionofreferringdisputestotheOmbudsmanifyouareanindividualorsmallbusinesscustomer.

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YoucanfindfurtherdetailsofourcomplaintsproceduresandtheOmbudsmanServicesschemeinourComplaintsCodeofPractice.Alternatively,youcanaskustosendacopyoftheComplaintsCodeofPracticetoyou.19.JURISDICTIONANDAPPLICABLELAWTheAgreementandanydisputeorclaimarisingoutoforinconnectionwithitoritssubjectmatterorformation(includingnon-contractualdisputesorclaims)shallbegovernedbyandconstruedinaccordancewiththelawofEnglandandWales.SubjecttothedisputeresolutionprovisionssetoutinourCodeofComplaints,theEnglishcourtswillhaveexclusivejurisdictionoveranyclaimarisingfrom,orrelatedto,theAgreementalthoughweretaintherighttobringproceedingsagainstyouforbreachoftheAgreementinyourcountryofresidenceoranyotherrelevantcountry.20.CHANGESTOOURCHARGES,THESETERMSAND/ORTHESERVICESFromtimetotime,wewillneedtochangetheChargesorthetermsandconditionsoftheServicescoveredbythisAgreement.Wewillpublishdetailsofallchangesonlineatwww.visionfibremedia.com.WewillalsoletyouknowaboutapriceincreaseorachangetotheTermsand/orthisAgreementthatwebelieveislikelytocauseyoumaterialdisadvantageatleastonemonthbeforeithappens.WewillletyouknowaboutotherpricechangesandchangestotheTermsand/orthisAgreementbyamendingtherelatedTermsorprovisionsoftheAgreementonourWebsite(andwillnotifysuchchangestoyouonthehomepageofourWebsitefromtimetotime).YouareexpectedtocheckourWebsitefromtimetotimetotakenoticeofanychangeswemade,astheyarebindingonyou.SomeoftheprovisionscontainedintheseTermsmayalsobesupersededbyprovisionsornoticespublishedelsewhereonourWebsite.IfwemakeachangetotheChargesorthetermsandconditionsoftheServiceswhichistoyourmaterialdisadvantage,youwillnothavetopayaChargeifyoudecidetoendthatServiceearly,unlesstherelatedplanortariffstatesotherwise.However,oncewehavetoldyouaboutsuchachange,youmustletusknowthatyouwanttoendthatServicewithin10days.ThisAgreementwillcontinuetoapplytoanyotherServicesthatarenotaffectedbyanychangesthatwemake.SometimeswemayneedtomakechangestoourChargesorthetermsandconditionsoftheServicescoveredbythisAgreementwhichareoutsideofourcontrol–forexampletomeetlegal,regulatoryorfinancialrequirements.Ifweneedtomakechangesforthesereasons,wewillletyouknowassoonaswecan,butwewillnothavetomeetthetimescalesdetailedabove,andyouwillnotbeabletoendanyaffectedServiceearlywithoutcharge.

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21.DATETheseTermsareeffectivefrom4thMay2017.22.DEFINITIONOFTHEWORDSUSEDINTHESETERMSIntheseTerms,thefollowingwordsandexpressionsshallhavethemeaningsgiventothembelow:"AdditionalServices"meansanysupplementaryServicesandfeaturesprovidedbyVFMtoyouinconnectionwiththeInternetServiceand/orTelephoneServicefromtimetotime."AdditionalTelephonePackages"meansanysupplementarypackagesavailablewithyourTelephoneServicefromtimetotimeasshownontherelatedproductpagefromtimetotime."Agreement"meansthisAgreementasdescribedinClause1."ApplicableLaw"meansanyapplicablelaw,statute,bye-law,regulation,order,regulatorypolicy,guidance,standardorindustrycode,ruleofcourtordirectivesorrequirementsofanygovernmentorregulatorybody,delegatedorsubordinatelegislationornoticeofanygovernmentorregulatorybodyandthecommonlawandthelawofequityasapplicabletothePartiesfromtimetotime."BusinessDay"meansanydayotherthanaSaturdayoraSundayorapublicholidayinEnglandandWales."CallCharges"meansthecallchargescalculatedassetoutonthewebsite."Charges"meansanyorallchargestoyoupayabletoVFMinrespectoftheInternetServiceandtheTelephoneService(ifapplicable),oranyotherchargesforAdditionalServicesaslistedonthewebsite."CodeofPractice"meansVFM’sconsumercodeofpracticewhichisavailableonthewebsite."ComplaintsCodeofPractice"meansVFM’scomplaintscodeofpracticewhichisavailableonthewebsite."ConnectionCharge"meanstheconnectionchargeassetoutonthewebsite."Customer"meansyou,ourresidentialcustomer;

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"CustomerSupport"meansourResidentialCustomerSupportTeamwhichcanbecontactedbyemailtosupport@visionfibremedia.comoron02071128615twenty-fourhoursaday,sevendaysaweek."EffectiveCancellationDate"meansthedateone(1)monthafterthedayonwhichVFMreceivestheNotificationunderClause7."Equipment"meansanytelecommunicationsorotherequipment(including,butnotlimitedto,theVisionFibreRouter,cablesandaccessories,faceplateandcablingprovidedbyVFM)thataresuppliedtofacilitateandenhanceusageoftheServicesasdetailedonthewebsite(includingupgradesandreplacements).Thisdoesnotincludeanyequipmentwhichyoumaypurchasefromasupplierrecommendedbyusoranalternativesupplier.Thisisreferredtoas'additionalequipment'."FAUP"meansVFM’sFairandAcceptableUsagePolicy,acopyofwhichisavailableonourwebsite."HomeWorking"useoftheServicesforbusinesspurposesatthePremisesbyyouduringthecourseofworkingawayfromyourusualplaceofworkorbyyoursmallbusiness(meaningabusinesswithtenorlessemployees)operatedbyyoufromthePremises."VisionFibreRouter"meanstheroutersuppliedbyVFMforwirelessaccessandtofacilitateconnectingCustomer'sEquipment(including,butnotlimitedto,personalcomputers)totheNetwork."InstallationFee"meanstheinstallationandset-upfeeassetoutonthewebsite."InstallationService"meanstheVFMinstallationserviceasdescribedonthewebsite."InternetService"meanstheinternetservicecomprisingaccesstointernetservices,includingthefeaturesandfunctionalityinrelationtoyourchosenpackage"Zip","Dash",“Rush”or"Lightning"eachasdescribedonthewebsite."IPR"meanspatents,trademarks,servicemarks,tradenames,copyright(including,butnotlimitedto,rightsincomputersoftwareandinwebsites),rightindatabases,rightsindesigns,know-how,andallandanyotherintellectualpropertyinanypartoftheworld."MinimumPeriod"meanstheminimumperiodapplicabletothepackageyouOrderthatyoumustkeepaServicestartingfromtheServicesStartDateforeachoftheServicessetoutintheOrder.WemaychangetheminimumperiodforanyServicebutthiswillnotaffectyouifyouhavealreadysubscribedtothatService."Network"meansthenetworkutilizedbyVFMtoprovidetheServicestoyou."Notification"meansthenoticeprovidedunderClause7.

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"Order"meanstheordersubmittedbyyoutousforthesupplyoftheInternetServicesand/orTelephoneServicesandanyAdditionalServices(asapplicable)."OrderCancellationFee"meanstheOrdercancellationfee."Premises"meanstheaddresswhichyouprovidetousinyourOrderandatwhichweinstallapparatus(includingbutnotlimitedtotheEquipment)andagreetoprovideyouwiththeInternetServiceand/orTelephoneServicesoranyAdditionalServicesfromtimetotime."PrivacyPolicy"meansourPrivacyandCookiePolicyasamendedfromtimetotime,acopyofwhichisavailableonthewebsite."Re-activationFee"meansthere-activationfee."ReplacementItemsFee"meansthereplacementitemsfeeassetoutonthewebsite."Services"meanstheservicesfromtimetotimeorderedbyyouandprovidedbyusundertheAgreementwhichmayinclude(eachasapplicable)theInstallationService,theInternetServiceand/ortheTelephoneServiceandanyAdditionalServiceswhichwemayprovidetoyoufromtimetotimeandasdescribedinmoredetailinClause1."ServicesOutage"meansafailureordisruptionintheServices."ServicesStartDate"meansthedateonwhichweactivatetheServicesassetoutinClause7."ServiceTerminationFee"meanstheServiceterminationfeeassetoutonthewebsite."TargetActivationDate"meansthedateonwhichVFMwillendeavourtoactivatetheServices,whichwillnormallybeapproximatelyone(1)BusinessDayafteryouhavereceivedconfirmationfromVFMunderClause3,ifyourPremiseshaveaworkingVFMfaceplatealreadyinstalledandotherwisesuchdateaswenotifytoyouassetoutinClause3."Terms"meanstheseStandardTermsandConditionsfortheInternetServicesand/orTelephoneServicesandanyAdditionalServices(ifapplicable)asdescribedinClause1."TelephoneService"meansthetelephoneoverbroadbandservicecomprisingaccesstoalineorlinescapableofmakingandreceivingcallsrecognizedbythepublicswitchedtelephonenetwork(PSTN),includingthefeaturesandfunctionalitydescribedonthewebsiteandanyAdditionalTelephonePackagesyouchoosetoaddtoyourchosenpackagefromtimetotime."Website"meanswww.visionfibremedia.comoranyotherwebsiteaddresswemaytellyouabout.