WeLink Communications (UK) Limited
Broadband Service Terms & Conditions
Service Terms for Customers
WeLink Communications (UK) Limited (“WeLink UK”)
WeLink UK is a company registered in England and Wales under number 08850166.
WeLink UK’s registered office is at Cardale House Cardale Court, Beckwith Head Road, Harrogate, North Yorkshire, HG3 1RY.
WeLink UK’s Customers
You are our Customer.
You may occupy a residential or business premises; your name and contact details are on the Order Confirmation. The address for delivery of the service is the address stated in the order confirmation.
Ordering the WeLink UK’s Broadband service
Customers order our services through the WeLink UK website or over the telephone. We accept orders for areas where our service is available, or where it will be available shortly. If we cannot accept your order, we will inform you.
Some areas will require a survey to confirm line of site. If line of sight is possible, we will then contact you to confirm that it is in line of sight and take your order. If it is not in line of sight we will contact you to advise our next actions and advise when we can install. We will email you your order confirmation following confirmation of line of sight.
You will then be sent a WeLink UK welcome email which will give you access to the WeLink Customer Portal in relation to your account. When you have accessed the Portal, you will be shown details of the offer which WeLink UK makes to you in relation to the provision of its services, including a date upon which the services are to be installed and the date upon which the service will commence. The offer will also set out the date upon which the first payment is to be made by you and the means by which payment is to be made by you.
The offer is accepted by you when you tick the box on the Portal accepting the terms of the offer. This is the point at which a binding agreement is made between us.
Bank details can be supplied by telephone as part of the onboarding process, or through the WeLink Customer Portal when you order the service and receive a welcome email to set up your own portal details.
Government Voucher Scheme
WeLink UK may be entitled to the benefit of government vouchers under the Digital Scotland Voucher Scheme or the Project Gigabit scheme.
These schemes are a fundamental part of the basis upon which WeLink UK is able to provide its service to certain areas within the United Kingdom.
If your agreement with WeLink UK entitles us to claim voucher payments under these schemes, this will be made clear in the contractual offer which is put to you in the WeLink Customer Portal and you will be asked to provide certain confirmations in relation to the service we have provided to you, in order to allow us to claim the benefit of the vouchers.
You will then receive a communication from the Government Voucher Scheme to confirm that you are committing the voucher to us and have ordered the service.
You will also be contacted again by the Government Voucher Scheme when your service is live to confirm you have a satisfactory installation.
It will be part of the contract with us that you reply to the Government Voucher Scheme on both occasions to assist WeLink UK to receive the Voucher. You agree to provide us with reasonable assistance in order to secure payment to us of the vouchers.
Your agreement with WeLink UK is for a Minimum Term. The length of the Minimum Term is shown on the WeLink CustomerPortal, starting from the date upon which the service is activated. You must pay for the broadband service for the whole of the agreed Minimum Term, unless you or we are allowed to end this contract earlier. We may make some promotional exclusive offers that contain free periods at the beginning and end of the Minimum Term. If we do these will be shown in the WeLink Customer Portal.
If you end the contract during the Minimum Term, you may have to pay an Early Termination Charge. To understand how to end this contract and the rights and responsibilities you have, please read the section below on “Termination”.
You have the right to cancel your order by contacting our Customer Team within 14 days from the date you accept the WeLink UK offer on the WeLink Customer Portal.
Your cancellation request can be provided in writing via e-mail to firstname.lastname@example.org or by post to WeLink UK, Cardale House Cardale Court, Beckwith Head Road, Harrogate, North Yorkshire, HG3 1RY.
Please note that if you request the cancellation of the service during the 14 day period and we have started to provide the broadband service, you will have to pay us the cost of the broadband services you’ve received up to the point when you notify us of cancellation, including any installation fee that you have agreed to pay.
Installation of the Service
The ‘installation guide’ on our website sets out more detail of our installation process.
Arrange an installation
When the network in your area is live, we will try our best to agree a time slot that suits you for installation. This will usually take 2 to 4 hours depending on the complexity of your installation.
Contact details and Age Limits
The WeLink UK team will have access to your contact details. This is so that they can contact you to let you know when they will arrive or to deal with the unexpected. You can contact our Customer team at any time if you have a query about your installation.
There must be someone over the age of 18 present. If there is no one over the age of 18 present at the property, the installation cannot proceed and will need to be rebooked when there will be someone over the age of 18 present by calling our customer team on whose contact details are shown on our website.
The installation team will also need access to your property. If you do not allow the installation team to access your property as arranged the installation will be cancelled. If you rent your home you need to make sure that you have your landlord’s permission before we can install the WeLink UK service. If we need to get access to someone else’s property to reach your property, you’ll need to have their permission too.
Rights of Way for and Ownership of Equipment
By accepting WeLink UK’s offer to provide services, you are agreeing to provide us or (i) any other WeLink UK partner, or (ii) any other party that is an Electronic Communications Operator (under section 106(3)(a) of the Communications Act 2003, that we may assign this right to, with a permanent wayleave over your property so that we may supply and maintain our equipment and deliver you service as determined in our rights under the Communications Act 2003. You will also agree that the WeLink UK Network Equipment placed on your property with your permission will remain, including
the internal network termination point installed in your property, irrespective of whether you or anyone who purchases, rents or leases the property takes services from us.
The WeLink UK Equipment we supply to you to connect to our service remains our property, and we have the right to access and monitor our equipment for diagnostic or maintenance purposes either directly or remotely. You should ensure that any future purchaser or tenant of your property is made aware that the property is connected to our network and of the location of the WeLink UK equipment.
Returning our Equipment
As we have explained in the Key Commercial Terms if you change your WeLink UK services and the equipment we provided to you is no longer required or we’ve asked for it back, you’re responsible for it’s safe return to us. If we don’t receive our equipment back from you (and in the condition it should be in) we may have to charge you up to the full value of the equipment. In special circumstances we may provide a service to collect our equipment from you. If you fail to return our equipment for collection, you will normally be charged for the replacement cost and reasonable recovery costs for that. If you do return the equipment to us within 80 days of your services being ended, you will be refunded via a bill credit on your next available bill. If this means your account is left in credit we will send you a cheque for the amount you are owed, which you need to put into your bank/building society within 6 months. Our equipment does not become your property and you must not sell it.
These are bespoke projects which have specific requirements which require specialist platform equipment to reach prescribed heights safely. Custom installations are outside the scope of WeLink UK’s standard installation service and will require a separate on-site visit by an installation technician. If your property requires a custom installation, then we will discuss how the installation will be done and the installation charge with you before the installation can commence. If you agree to go ahead with the installation, once the network is installed then our service can be delivered to you according
to our agreement with you. The agreed custom installation charge is non-refundable in the event of cancellation, termination or early termination of your service, and will be taken as part of your first monthly payment.
If the technician decides that it is not possible to carry out the installation safely, we will not be able to proceed with the installation.
Changes to requirements
If you change your requirements, this may affect your eligibility for a standard installation.
If the installation cannot be completed as arranged
The technician will do their best to achieve your installation, but if it is not possible to continue with the installation because of safety issues, the complexity or the materials required due to unforeseen circumstances, the technician will ask you to confirm your acceptance that a further appointment will be required and you may be charged as a custom installation. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property we may end the contract.
If you request at a later date that we move our equipment to a different location, or add another piece of equipment, this visit will be chargeable, and is non-refundable even in the event of cancellation, termination or early termination of your service and will be taken on your next monthly invoice.
As soon as your service is installed, we will activate your service and our monthly charges will start to apply, as shown in the WeLink Customer Portal. This will be the Activation Date and this is also when the Minimum Term starts and when you will start paying for the WeLink UK service.
Paying for the service
Payments must be made by direct debit from a bank account where you are the sole signatory, which
you must set up prior to installation.
There must be an active direct debit in place for the duration of our contract. Failure to have a direct
debit in place may result in suspension and cancellation of your service.
The amount you pay for our broadband service depends on the products you have ordered and is shown as a monthly amount, including VAT on the Order Confirmation, payable in advance. Your first payment will include, if applicable, any charges for custom installations.
We will issue our invoices to you via email. The first invoice will be issued for payment on the day your service is activated and available for you to use so you are paying a month in front. Subsequent invoices will be issued by email until your service runs its minimal period and you then request termination. See Termination terms for further information.
After the Minimum Term ends
Your service will continue after the Minimum Term, on a rolling monthly basis at the current package price unless you choose to end the contract or choose a new contract but price changes may apply – see “Price Adjustments “paragraph below. If you do not advise us that the agreement will terminate at the end of the Minimum Period it will automatically renew and be terminable upon one month’s notice.
We may review our charges at any time. If our prices are to change, we will give you at least one month’s notice. You will be entitled to terminate our contract if you do not agree to accept our price changes, please read the section below on “Termination” of this agreement.
Upgrades and downgrades
You are able to upgrade or downgrade your service at any time, however changes will only come into effect on the date your next bill is due. We will try, when possible, to activate any change as close to the date of your request as possible. If you decide to change or upgrade your service, we will tell you what your new monthly charges will be.
We may offer additional services in the future to your service, however changes will only come into effect on the date your next bill is due. We will try, when possible to activate any change as close to the date of your request as possible. Additional charges will apply for these, and if you decide to add to your service, we will tell you what your new monthly charges will be. You can remove these additional items at any time, however changes will only come into effect on the date your next bill is due.
Value Added Tax
We will charge VAT on our services. If the rate of VAT increases or decreases between your order date and the Activation Date, or during the time we are supplying services to you, we will adjust the rate of VAT that you pay and show this on your bill. We will charge VAT at the prevailing rate from time to time.
Third Party Charges
We are neither responsible nor liable for any 3rd party charges from other organisations (such as telephone or content providers) which you may incur while using the services.
Failure to Pay, Late Payment and Mistakes in Charges
If you do not pay us for our services when you are supposed to, via the method specified in the “Monthly Charges” paragraph above, we may suspend supply of the services until you have paid us the outstanding amounts. We will contact you via e-mail or telephone to tell you we are suspending supply of the services. Repeated failure to pay when and how you are supposed to, may result in cancellation of your service.
If, 31 days after your bill date, you have failed to pay your bill, you will normally be charged a late payment fee. If any cheque or direct debit is cancelled or not cleared by your bank or building society you may also face a failed payment fee to cover the cost to us levied by your bank or building society. Please see our pricing guide on our website at for details on our charges. Please also be aware that missing payments could have severe consequences and may make obtaining credit more difficult. If payments are overdue we may shut down your service until a payment is received to bring the account
back up to date.
If you do not make any payment to us by the due date, we may levy interest on the overdue amount at 4% a year above the prevailing base rate of Lloyds Bank plc until the date of actual payment of the overdue amount.
If you think our charges to you are wrong, please contact us promptly to let us know at email@example.com. If we have overcharged you, we will refund the overcharged amount back to you. If we have undercharged you, we will take the undercharged amount at your next payment date.
Use of the Service
You agree to comply with our Fair Use Policy. You may only use our service for lawful purposes. You agree that we may review your use of our services including data volume and type of traffic (whether authorised by statute or other legislation or otherwise) to ensure lawful use and to assist our traffic management. If you use the service improperly, negligently or in a way which interferes with other customers’ use of the service or our ability to provide the service, we may exercise our right to suspend your use of our service or end our contract. We may immediately remove any material placed on our
servers by you or other users which breaches this contract or is otherwise harmful to our interests or the interests of our other customers.
Breach of Fair Use Policy
You agree that you are responsible for all use of our service under the Order, whether you gave your permission or not. For example, if someone has access to your home and uses the services, we would consider them to be within your control and you may be liable for unlawful use such as illegally downloading or transmitting copyright material. You should only allow access to your Wi-Fi and home network to people you trust and you must accept responsibility for their use of our services. We may suspend your service without notice for breach of the Fair Use Policy.
Actual speeds may vary from the advertised speed of your service, particularly at peak times and the actual speed you experience may be lower than estimated. This is due to a number of factors that may not be within our control and include your use of WiFi, the device you are using, the internal build of your property (including thick wall stone or brick internal walls), or use of foil on plasterboard that can block or reduce the internal Wifi signal, or the number of users online and accessing a particular website. At peak times, high usage e.g. due to major sporting events, may cause congestion.
The minimum /maximum speeds are set out below:
You need to keep your WeLink UK access point plugged in, switched on and set to enable us to obtain speed information from it, which will help us to diagnose any problems. The minimum download speed guarantee does not apply to outages.
Please note when completing a speed test you should use an ethernet cable plugged directly from your computer directly to the incoming switch ethernet port. Failure to do so will not give an accurate speed test result of the broadband into your home.
The WeLink UK Equipment we supply to you to connect to our service remains our property, and we have the right to access and monitor our equipment for diagnostic or maintenance purposes either directly or remotely. You are responsible for maintaining all the equipment we supply to you in good order. If you report a fault which we trace within your property boundary, we will make an appointment to carry out repairs or replace faulty equipment but if, in the reasonable opinion of the engineer, the fault was caused by damage to the equipment or the network apparatus within your property boundary, then a charge may be made.
Fault on the Wider Network
When we become aware of a network fault outside your property boundaries, we will do our best to ensure it is diagnosed and repaired within 24 hours. If a fault affects your service for longer than 24 hours, we will not charge you for that 24 hours or for the time beyond 24 hours until it is restored.
Due to the nature of the internet, your internet access availability and performance may vary from time to time. In addition, the performance and limitations of internal Wi-Fi or your devices may affect the actual speed that you experience. If you use your WeLink UK internet connection for making and receiving telephone calls and need an uninterrupted facility that is protected from Internet availability and things like power cuts, you should consider either (i) using a UPS to power your WeLink UK equipment and your telephony devices or (ii) you should retain your existing land-line or (iii) ensure you have a back-up telephony capability that is not mains powered such as a mobile phone.
Maintenance and Support work
We will do our best to give you reasonable warning prior to such work being carried out, although this may not always be possible if the problem is urgent. We will try to ensure that such work is done overnight.
If you have any questions or concerns about your service, please contact us to discuss them at firstname.lastname@example.org.
If you tell us about a problem and feel that we have not handled if effectively, then we have a formal customer complaints procedure that you can follow.
WeLink UK responsibilities
WeLink UK is responsible to you for foreseeable loss and damage caused by us. We are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to exercise reasonable care and skill in accordance with our legal duties to you. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen (for example if we had discussed it).
We are not responsible if you are not able to use the services because your equipment (for example, any PC, mobile device, network interface card, printer, switch, local area network or other equipment) does not work properly, is not compatible with the system, does not conform to the relevant standard or does not meet the minimum specifications or because of faults in any 3rd party networks over which we have no responsibility.
We have no control over the data which passes to you or from you over the internet, and we are not responsible for any loss or damage to that data.
We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your statutory legal rights in relation to the services including the right to receive services which are supplied with reasonable skill and care and in accordance with what we have told you about them. Any goods supplied must be as described and match information we provided to you, be of satisfactory
quality and fit for any particular purpose made known to us.
We will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
Variations to the Agreement
If you wish to make a change to the service which you have ordered, please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the service, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
We may change the service to:
In addition, we may make changes to our prices (in accordance with the terms of this agreement) or other aspects of our contract to your detriment but if we do so we will notify you and you may then contact us to end the contract before the changes take effect.
If you end your contract during the Minimum Term (other than where you have a right to end it) then we may charge you an Early Termination Charge of 50% of the remaining charges payable for the remainder of the Minimum Term.
If you are ending a contract for a reason set out at (a) to (c) below the contract will end and we will refund you in full for any of our services which have been paid for but have not been provided (if applicable). The reasons are:
If you are moving house and wish to terminate your service, then early termination charges may also apply. If, during your Minimum Term, you are moving to an address that we do not serve, you may need to pay the early termination charge described above. If you are moving house to an address we can serve, you can transfer the service to the new address, and if you are inside the Minimum Term, that Minimum Term will continue at the new address. Installation charges may apply.
We may add the Early Termination Charge directly to your bill and take the payment as part of our normal billing method agreed with you. By entering into this contract, you are authorising us to do this. We will give you reasonable notice before making these charges.
If our contract is ended for whatever reason, you are required to allow us to recover the active WeLink UK Equipment in your home. Failure to do so will result in us adding the cost of the active equipment to your final bill. WeLink UK will not be responsible for removal of any cabling in or on your home nor will WeLink UK be responsible for any ‘making good’ after removal of any part of our infrastructure or equipment.
If you wish to end the contract with us, please could you contact us in writing via e-mail to email@example.com or by post to WeLink UK, Cardale House Cardale Court, Beckwith Head Road, Harrogate, North Yorkshire, HG3 1RY.
We will make any refunds due to you, if applicable, as soon as possible by the method you used for payment, and within 7 days.
We may end our contract at any time by writing or e-mail to you if:
Privacy & Data Protection
Please note that we may monitor and record phone conversations that you have with us for our training and compliance.
Other important terms
We may transfer this contract to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we have agreed to this in writing in advance.
This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the services, we can still require you to make the payment at a later date.
Where we are to provide you with notice in writing under this contract, we may do so by letter, email or text message.
Law and Jurisdiction
These terms are governed by English law and you can bring legal proceedings in respect of the services in the English and Scottish courts.
How to contact us
You can contact the WeLink UK customer team via e-mail at firstname.lastname@example.org or via telephone on 01423 510511 or by post at Welink UK, Cardale House Cardale Court, Beckwith Head Road, Harrogate, North Yorkshire, HG3 1RY.