Please read these terms carefully before using our services
Version: v3.0 (last updated: 13 October 2025)
Company: Gig Fibre Limited (15725075), Lychett House, 13 Freeland Park, Pool, Dorset, BH16 6FA ("Gig", "we", "us")
You: the customer placing an order for Services ("you", "your")
These Terms govern all Services you order from Gig. By activating/using a Service you accept these Terms, our Acceptable Use Policy (AUP), Privacy Notice, Fair Use Policy, and any Service-Specific Terms referenced in your Order.
(If there's a conflict, the Order/Service-Specific Terms take priority over this summary.)
2.1 We'll confirm acceptance of your Order by email. Target activation dates are estimates.
2.2 The Minimum Term starts on the Service Activation Date (when the Service is first usable or, for domains/hosting, on provisioning).
2.3 At Minimum Term expiry, the Service continues on a 30-day rolling basis unless you cancel with 30 days' notice.
2.4 If you are a consumer, you may cancel within 14 days of Order confirmation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
2.5 If you ask us to start work/activate during the cooling-off period, you agree we may charge reasonable installation/activation and any used service up to the date of cancellation. If installation has completed or custom works begun, your right to cancel may be lost to the extent permitted by law.
3.1 We'll use reasonable skill and care to provide a reliable Service but uninterrupted Service can't be guaranteed. Report faults via the support channels we publish.
3.2 We may temporarily suspend Service to perform maintenance, for security, or to resolve faults; we'll minimise disruption.
3.3 We may update technical specifications or routing for operational reasons.
4.1 You must follow our AUP and Fair Use Policy (forming part of these Terms).
4.2 You must not use the Service for anything illegal, to infringe IP rights, to send spam/unsolicited communications, or to disrupt networks/systems.
4.3 Hosting or transmission of illegal pornography or illegal drug sales is prohibited.
4.4 We may suspend or restrict Service to protect the network, comply with law, or where there is serious/repeated AUP breach (we'll notify you where lawful/practicable).
5.1 Domain registrations are subject to the relevant registry's terms; availability is not guaranteed until confirmed. Registry/admin fees are non-refundable once submitted.
5.2 We won't release a domain until all domain-related Charges have been paid (including any outbound transfer fee as per price list).
5.3 On expiry, if not renewed, a registry redemption fee may apply to restore the domain.
5.4 You're responsible for your website/email content and backups. We can't guarantee the security/integrity of any third-party/open-source apps you install.
5.5 You must keep logins/passwords secure and update us with a valid contact email for notices.
6.1 We'll agree an appointment window. If the engineer can't access the Premises or the appointment is missed, an abortive visit fee may apply (see price list).
6.2 We'll aim to site Equipment where you choose, but optimal signal/cabling may limit options; additional mounts/cabling are chargeable (published rates).
6.3 Ownership: unless we state otherwise in writing, routers you buy are yours; ONTs, radios and external plant remain Gig's property and must be returned on request or on termination (a non-return charge may apply).
6.4 You must not tamper with our Equipment. You're responsible for loss/damage unless caused by us/our contractors or fair wear and tear.
6.5 If a fault is due to your internal wiring/equipment or no fault is found in our network, a diagnostic call-out fee may apply.
7.1 Static IPv4 is provided where stated. All IPs remain allocated by and remain the property of Gig; you receive a licence to use them for the term.
7.2 Additional IPs may require justified need and attract a monthly fee.
8.1 Resale is only permitted where expressly agreed and subject to our reseller terms. You must not represent yourself as Gig or resell a higher capacity than you purchase.
9.1 Charges are in GBP and (unless stated) inclusive of VAT. We accept Direct Debit, card, or bank transfer (some methods may be restricted).
9.2 Recurring Charges are billed monthly in advance; usage/one-off charges are billed in arrears where relevant.
9.3 Price changes: we may change prices with 30 days' notice (email/portal). If an increase to your monthly recurring charge during the Minimum Term is material (≥10%), you may cancel that Service within 30 days of notice (early-termination charges waived for that Service).
9.4 Late payment: if you miss a payment we may suspend/limit Service after notice.
9.5 Reconnection after suspension may attract a reconnection fee.
9.6 Cancellation after an order is placed but before activation may incur order/engineer/third-party costs we've incurred on your behalf (see price list).
10.1 Services may be contended and subject to reasonable traffic management to protect network integrity and customer experience. See our Fair Use Policy for details.
11.1 You may request a move; standard cease/activation and any new install charges apply.
11.2 You may migrate away or cancel after the Minimum Term with 30 days' notice and payment of any outstanding Charges.
11.3 Early termination during the Minimum Term: an early termination charge (ETC) applies equal to the monthly recurring charge for the remaining Minimum Term minus any direct costs saved (e.g., wholesale port fees), plus any non-returned Equipment charges.
12.1 We process personal data as controller under UK GDPR and the Data Protection Act 2018. See our Privacy Notice for what we collect, why, retention, and your rights.
12.2 For VoIP and security, we may process traffic/usage data (e.g., call detail records, IP logs) for billing, fraud prevention and legal compliance.
13.1 You're responsible for securing your devices/LAN (firewalls, patches, anti-virus). We're not liable for breaches arising from your environment.
13.2 If we detect compromise/misuse, we may temporarily restrict Service to protect you/others.
14.1 We do not control content you access/transmit.
14.2 To the fullest extent permitted by law, we are not liable for: loss of profit, revenue, anticipated savings, loss/corruption of data, or indirect/consequential loss.
14.3 Our total aggregate liability for any claim arising from a Service is limited to the Charges paid by you for that Service in the 12 months preceding the event.
14.4 We do not exclude liability for death or personal injury caused by our negligence, fraud, or any liability that cannot be excluded by law.
14.5 Any claim must be brought within 12 months of the event.
15.1 We may suspend or terminate for: non-payment, serious/repeated AUP breach, security threats, fraud, or where required by law/regulator.
15.2 On termination we may disable access, collect/charge for non-returned Equipment, and delete hosted data after a reasonable retrieval window.
(Refer to the current price list for up-to-date amounts.)
We aren't liable for delays/failures caused by events beyond our reasonable control (including severe weather, power failures, pandemics, war, industrial action, third-party network failures).
We can update these Terms and policies with at least 7 days' notice for non-material changes or where required by law/security; 30 days' notice for material changes that worsen your position (with the cancellation option in 9.3 where applicable).
19.1 Notices may be by email to your registered address or via the customer portal; you must keep contact details up to date.
19.2 You may assign your contract only with our prior written consent; we may assign to group companies or a purchaser of our business.
19.3 English law applies; English courts have non-exclusive jurisdiction.
19.4 If any clause is invalid, the rest remains effective. Headings are for convenience only.
19.5 This Agreement (with policies and the Order) is the entire agreement and supersedes prior terms.
