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Terms & Conditions of Service

Terms & Conditions

Please read these terms and conditions carefully.  They provide important information about the Services that we will provide to you and set out the basis upon which the Services will be provided.

 

CONTENTS

  1. Background
  2. Ordering Services
  3. Installation
  4. The Agreement
  5. Payment
  6. The Services
  7. Restrictions on Use
  8. Ending the Agreement
  9. TRON INTERNET LTD’s Liability
  10. Changes to the Terms
  11. Indemnity
  12. Third Party Rights
  13. Complaints
  14. Law and Jurisdiction
  15.  
  1. Background

These terms are between the Customer and us; TRON INTERNET LTD Limited (TRON INTERNET LTD), our registered office address is 20 Wenlock Road, London, N1 7GU and our company number is 16203560.

These Terms and Conditions (“T&Cs”) set out the legal relationship between TRON INTERNET LTD and the Customer and are the basis upon which TRON INTERNET LTD will provide the service and associated equipment to the Customer. When the Customer submits an order for Service(s) it is asking us to provide Service(s) subject to these Ts & Cs and the Customer agrees to be bound by them.

The Customer accepts these T&Cs upon ticking the “I accept the Terms & Conditions” box during the sign up process via TRON INTERNET LTD’s website. 

Nothing in these T&Cs affects the Customer’s statutory rights.

In these T&Cs, unless the context states, or requires otherwise, the following meanings apply:


Agreement – means the agreement between TRON INTERNET LTD and the Customer and incorporates these T&Cs, the information given on the TRON INTERNET LTD Order Form and the following policies:  Acceptable Use Policy; Fair Usage Policy; and Privacy Policy

Content – means data, information, video, graphics, sound, music, photographs and any other material (in any form) which may be made available to the Customer via the internet through the provision of the Services.

The Customer – means the person or business that enters into the Agreement with TRON INTERNET LTD for the provision of the Services.

Devices – means equipment used by the Customer to view the internet, such as computers, mobile phones, tablets etc.

The Installation Address – means the address to which the Services are provided.

The Installation Process – means the process and time taken to install the TRON INTERNET LTD Owned Equipment required for the provision of the Service.

Minimum Term – means the minimum term set out on the Order Form and Order Acceptance Email and begins on the day the Service(s) is activated.

Charges – means the amount payable to TRON INTERNET LTD by the Customer on a monthly basis for the Package selected by the Customer.  Full details of the Packages and the associated costs can be found on the TRON INTERNET LTD website (www. shereinternet.com).

Order Form– means the online registration form a Customer is required to complete to initiate it’s order.

Order Acceptance Email – means the email from TRON INTERNET LTD to the Customer confirming acceptance of the Order Form.

Package – means the Services package selected by the Customer.  The different packages which are available and the associated costs can be found on the TRON INTERNET LTD website (www.shereinternet.com) The Customer will select the Package that most suits it’s needs before the Services commence.

Payment Date – means the date upon which the monthly payment is due to TRON INTERNET LTD from the Customer.  Unless otherwise agreed, this will usually commence on the day the provision of the Service commences, with subsequent monthly payments to be made on the same day of each month thereafter.

The Service / Services – means the provision of internet access and/or VOIP  telephone lines by TRON INTERNET LTD to the Customer.

TRON INTERNET LTD Owned Equipment – means any equipment provided to the Customer to facilitate the provision of the Services which remains the property of TRON INTERNET LTD.  Where the Customer has purchased the equipment, this ceases to be TRON INTERNET LTD Owned Equipment.

Survey – means a site visit by TRON INTERNET LTD, or a contracted representative of TRON INTERNET LTD, to the Customer’s property to ascertain the technical needs to allow the provision of the Service.

T&Cs – means the terms and conditions contained in this document.

 

  • Ordering Services

2.1       To enter into the Agreement with TRON INTERNET LTD for the provision of the Services, the Customer must be:

2.1.1    18, or over;

2.1.2    a resident of the United Kingdom; and

2.1.3    the occupier of the Installation Address.

2.2       In order to request the Services, the Customer must complete an Order Form.  Alternatively, where the customer is unable to request the Services in this way, alternative methods can be made available to the Customer by TRON INTERNET LTD.  The Customer must make clear if the provision of the Services is for domestic or business use during the Ordering Process.

2.3       The information provided by the Customer throughout the Customer’s dealings with TRON INTERNET LTD must be accurate and true.

2.4       Upon receipt of the request for Services from the Customer, TRON INTERNET LTD will consider the request and contact the Customer to confirm if it considers that it is able to provide the Services to the Customer (which it will usually be if the Customer lives in an area to which TRON INTERNET LTD provides coverage and is subject to a Survey).

 

  • Installation

3.1       Prior to commencement of the Service, it is necessary for various TRON INTERNET LTD Owned Equipment to be fitted at the Installation Address, usually a wifi router and wired connections inside the Installation Address.

3.2       Prior to installation, TRON INTERNET LTD will conduct a Survey at the Installation Address.  The purpose of the survey is to establish if the installation of the necessary equipment will be a standard or non-standard installation.  A person who is over 18 and able to make decisions on behalf of the Customer must be present when TRON INTERNET LTD conducts the Survey and installs the TRON INTERNET LTD Owned Equipment.

3.3       In the event that it is determined that the installation will be a standard installation, this may carry a fixed installation fee which is stated on the Order Form, payable by the Customer in advance of the installation (unless otherwise agreed between the Customer and TRON INTERNET LTD).  The standard installation fee is non-refundable.

3.4       In the event that it is determined that the installation will be a non-standard installation, TRON INTERNET LTD will provide details of the cost of the non-standard installation, which is payable by the Customer in advance of installation (unless otherwise agreed by TRON INTERNET LTD), if the Customer wishes to proceed.  The non-standard installation fee is non-refundable.

3.5       The Customer is required to take good care of the TRON INTERNET LTD Owned Equipment.  Where the TRON INTERNET LTD Owned Equipment is damaged by the Customer, TRON INTERNET LTD may charge the Customer for repair or replacement.

 

  • The Agreement

4.1       The Agreement commences when TRON INTERNET LTD sends the Order Acceptance Email.

4.2       The Agreement operates for the Minimum Term unless otherwise terminated in accordance with Clause 4.3 or Clause 8 of these Ts & Cs. At the end of Minimum Term, the agreement will continue for rolling 30 days periods until the Customer terminates upon 30 days’ notice.

4.3       A Customer who is a consumer, ie. who is not receiving the Services for  business purposes, has a right to cancel the Agreement within 14 days of commencement of the Agreement for any reason (“Cooling Off Period”).  If TRON INTERNET LTD has already started providing the Services, the Customer will still have to pay the full costs of the Services that it has received up to cancellation.  Clauses 9.9 and 9.10 also apply in these circumstances in respect of the retrieval of TRON INTERNET LTD Owned Equipment. In order to cancel the Service(s) the Customer must contact TRON INTERNET LTD at contact@troninternet.com

 

  • Payment

5.1       The Customer agrees to pay the Charges on the Payment Date each month.  The Charges is payable to TRON INTERNET LTD by the Customer monthly in advance.

5.2       The first Payment Date commences on the day Service has been connected and configured, with subsequent monthly Payment Dates falling due on the same day of each month thereafter – i.e. if the service is connected and configured on the 15th of March, the first monthly Payment Date is the 15th of March, with subsequent Monthly Payment Dates being the 15th of each month thereafter.

5.3  TRON INTERNET LTD reserves the right to increase the Charges during the Minimum Term in line with the annual percentage increase in the Consumer Price Index (CPI) or 2% whichever is the highest. TRON INTERNET LTD may increase the Charges in conjunction with this clause 5.3 on or after the 1st of April each year.

5.4 At the end of the Minimum Period, any discounted, special offer or introductory Charges reverts to the standard pricing for the chosen Package/Service(s). 

 

  • The Services

6.1       The Services provided by TRON INTERNET LTD allow the Customer to access the internet and where applicable, have a VOIP telephone line.  The Services are solely for the Customer and their household (in the case of a domestic Customer), or solely for the use of the Customer and its employees at the Installation Address (in the case of a business Customer).  In the event that the Customer takes the Services as a domestic Customer, the Services must not be used for business purposes.

6.2       TRON INTERNET LTD also provides TRON INTERNET LTD Owned Equipment to allow the Customer to access the internet.  The Customer is responsible for how they use the equipment and the Services.

6.3       The Customer is responsible for providing their own Devices to view Contents.

6.4       TRON INTERNET LTD will provide the Services to the Customer with reasonable skill and care and will make all reasonable effort to ensure that the Customer’s bandwidth is accurate relative to the Package selected by the Customer.  However, due to the nature of the Services and equipment used to provide it, TRON INTERNET LTD can’t guarantee that it will be available all the time.

6.5       Where faults occur, TRON INTERNET LTD will correct reported faults with TRON INTERNET LTD Owned Equipment and/or the Services as soon as it reasonably can.  Where a fault develops, the Customer must advise TRON INTERNET LTD as soon as possible using the following contact details:

Email:        contact@troninternet.com    

Where the contact details change, they will be updated on the TRON INTERNET LTD website.

6.6       Where a fault with the network results in a complete failure of the Services and TRON INTERNET LTD or their partners are unable to repair the fault within 3 week days from the date that it is reported by the Customer, the Customer’s account will be credited for each day that the Service is unavailable.  The cost of each days Service will be calculated as follows: Charges multiplied by 12, divided by 365.  A “complete failure of the Services” means an uninterrupted inability of the Customer to access the internet and (where applicable) make VOIP calls using the TRON INTERNET LTD network.  Where the fault is reported by the Customer after 5pm, or on a weekend, or Bank Holiday, the fault will be classed as reported at 9am on the next week day. Any credits agreed by TRON INTERNET LTD will be applied to the following months Charges. 

6.7       Where a fault occurs, TRON INTERNET LTD will repair, or replace any faulty TRON INTERNET LTD Owned Equipment at no cost to the Customer, unless clause 6.8 applies.

6.8       If a fault occurs due to the Customer’s misuse of the TRON INTERNET LTD Owned Equipment and/or the Customer’s negligence, no refund and/or credit will be given to the Customer in respect of the resulting downtime and/or disturbances to the Service and TRON INTERNET LTD may make the following charges to the Customer:

6.8.1    Reasonable costs of repair and/or replacement of the TRON INTERNET LTD Owned Equipment and/or any other remedial work required as a result of the Customer’s actions; and

6.8.2    A reconnection fee of £10.

6.9       TRON INTERNET LTD may temporarily suspend the Service in the case of an emergency, or for operational reasons, maintenance or improvements.  Where suspension of the service is necessary, where practicable, TRON INTERNET LTD will give as much notice to the Customer as is possible in the circumstances.

6.10     TRON INTERNET LTD may from time to time, vary the technical specification of the Service, or alter any code or number associated with the Service.  TRON INTERNET LTD will give the Customer as much notice of any such changes as is reasonably practicable, where such changes can affect the Customer’s Service.

6.11     The Services provided by TRON INTERNET LTD allow the Customer to access the internet.  The internet is separate to the Services and use of the internet is at the Customer’s own risk and is subject to any applicable laws.  TRON INTERNET LTD cannot take responsibility for any goods, services, information, photographs, media content, software or any other materials and/or content uploaded, downloaded or otherwise obtained or viewed by the Customer via the internet.

6.12     The Customer is only permitted to use TRON INTERNET LTD Owned Equipment to connect to the TRON INTERNET LTD network.

6.13     All content and/or any other material which is provided to the Customer during the provision of the Services is for the Customer’s own use and the Customer must not copy, change or publish the material or supply it to any other person for any purpose, unless the Customer has first obtained express written consent from TRON INTERNET LTD.

6.14     TRON INTERNET LTD and our suppliers own all intellectual property rights associated with the Provision of the Services and none of these rights are transferred to the Customer by their use of the Service.

 

  • Restrictions on Use

7.1       The Customer must use the Service lawfully and in conjunction with the Acceptable Use Policy and must not use it in any way which breaks any law, regulation, license, code of practice or rule in force at any relevant time.

7.2       The Customer must not use the Service in any way which might detrimentally affect any of the following:

7.2.1    TRON INTERNET LTD’s systems, networks or servers.

7.2.2    TRON INTERNET LTD’s security.

7.2.3    TRON INTERNET LTD’s business, brand, or reputation.

7.2.4    TRON INTERNET LTD Owned Equipment.

7.2.5    TRON INTERNET LTD’s other customers’ services, equipment or security.

7.2.6    Anyone else’s business, systems, networks, servers, security, business, brand, reputation, equipment.

7.3       The Customer must not use the Service to send or receive any material which is offensive, abusive, indecent, defamatory, obscene, menacing, or in breach of copyright, confidence, privacy or any other rights.

7.4       The Customer must not use the Service to send or provide any unsolicited advertising or promotional material or to knowingly receive responses to any unsolicited advertising or promotional material sent or provided by the Customer to another party.

7.5       The Customer must immediately inform TRON INTERNET LTD if any third party makes or threatens to make a claim, or issue legal proceedings relating to the Customer’s use of the Service.

7.6       The Services are provided for the sole use of the Customer.  The Customer may not re-sell, or attempt to re-sell the Service (or any part thereof).

 

  • Ending the Agreement

8.1       The Customer must give 30 days’ notice to terminate the Agreement, such notice to end on expiry of the Minimum Term or any time after.  Notice to terminate the Agreement should be given to TRON INTERNET LTD at info@troninternet.com.

8.2     If the Customer ends the Agreement before the end of the Minimum Term, the Customer will pay all Charges outstanding to the end of the Minimum Term.

8.3     In the event that TRON INTERNET LTD terminates the Agreement, TRON INTERNET LTD will provide notice to the Customer using the postal address, or email address held for the Customer.

8.4       In the event that the Customer breaches any of the T&Cs herein, or TRON INTERNET LTD has reasonable cause to believe that the Customer is breaching, or has breached the Agreement, including any of the associated policies, TRON INTERNET LTD may, at its absolute discretion, immediately suspend the Services and/or end the Agreement.

8.5       In the event that the Service is suspended by TRON INTERNET LTD in accordance with clause 8.4 above, the Service will remain suspended until TRON INTERNET LTD is satisfied that the breach has ended and that the Customer will not commit further breaches of the Agreement.  The Customer will remain liable to pay the Charges while the Service is suspended.  If the Service is reconnected, the Customer will pay a reconnection fee of £10.

8.6       Any delay by TRON INTERNET LTD in acting upon a breach of these T&Cs by the Customer will not represent a waiver of the breach, unless TRON INTERNET LTD confirms such in writing.

8.7       In the event that the Agreement is ended, the Customer must pay all payments due under the Charges and any other charges which have fallen due to TRON INTERNET LTD under these T&Cs.

8.8       When the Agreement ends, the Customer will be provided with notice of when TRON INTERNET LTD will attend the Installation Address to collect all TRON INTERNET LTD Owned Equipment.  The Customer must arrange for someone who is over 18 to be present so that the equipment can be collected.  Where the date provided by TRON INTERNET LTD is inconvenient to the Customer, the Customer must contact TRON INTERNET LTD to arrange a mutually convenient date.

8.9     Where TRON INTERNET LTD have made reasonable efforts to collect the TRON INTERNET LTD Owned Equipment but have been unable to do this for any reason including (but not limited to):

8.9.1  The Customer not been present at the Installation Address on a pre-notified date; and/or

8.9.2  The Customer failing to contact TRON INTERNET LTD upon request to arrange a mutually convenient date for collection.

8.9.3  The TRON INTERNET LTD Owned Equipment no longer being available.

The Customer agrees to pay TRON INTERNET LTD for the TRON INTERNET LTD Owned Equipment.

 

  • TRON INTERNET LTD’s Liability

9.1     TRON INTERNET LTD is not liable to the Customer in Agreement, tort or otherwise (including liability for negligence) for any loss that is not reasonably foreseeable.

9.2     Except for the charges and/or liabilities expressly referred to in these T&Cs, neither party’s liability to the other (whether in Agreement, tort, breach of statutory duty, or otherwise) shall exceed the aggregate amount of all charges payable under the Agreement in the previous calendar year from when the event giving rise to the claim arose.

9.3     The Customer acknowledges that TRON INTERNET LTD has no control over the information that can be accessed via the Service and that TRON INTERNET LTD does not routinely examine the way in which the Customer uses the Service and/or the nature of the information and/or accessed and sent and received by the Customer.  As such, TRON INTERNET LTD excludes all liability of any kind for the transmission and reception of such information.

9.4     TRON INTERNET LTD is not liable for the actions of others, including, but not limited to other providers of telecommunication or internet services or for faults in, or failures of their networks.

9.5     TRON INTERNET LTD is not liable to the Customer for any losses caused by something beyond their reasonable control.  This could include things such as lightning, flood, severe weather, fire, explosion, terrorist activities, epidemic, riots, war, anything done by a government or other public authority or strikes or other industrial action.

9.6     TRON INTERNET LTD is not liable for any losses suffered by the Customer as a result of the Customer breaching the Agreement.

9.7     TRON INTERNET LTD is not liable to the Customer for any loss or damage caused by malware or the unauthorised use of a Service on any of the Customer’s devices.

9.8     TRON INTERNET LTD is not liable to the Customer for any loss, corruption or a release of data or information.

9.9    TRON INTERNET LTD is not liable for any failure of safety, security or other alarm systems due to incompatibility with the Service, or a temporary failure of the Service.

9.10   In the event that the Installation Process and/or commencement of the Service are delayed for any reason outside of TRON INTERNET LTD’s control, TRON INTERNET LTD are not liable for any resulting losses to the Customer.

9.11   If TRON INTERNET LTD’s negligence causes death or personal injury, TRON INTERNET LTD accepts responsibility and there is no limit to their liability.  TRON INTERNET LTD also accepts liability if it commits fraud, makes fraudulent statements or for any other liability which the law does not allow to TRON INTERNET LTD to exclude or limit.

 

Changes to the Agreement

10.1     TRON INTERNET LTD may change the T&Cs which govern the Agreement with the Customer at any time by giving 1 months’ notice to the Customer unless such change is: (i) exclusively for the benefit of the Customer; (ii) purely administrative and has no negative effect on the Customer; or (iii) directly imposed by law in which case no notice may be given. If the Customer is a consumer or a micro-business (ie a business with fewer than 10 employees) and does not agree with the changes imposed, it may terminate the Agreement within 30 days of receiving the notice and will not be liable for any additional charges other than the Charges for the time in which the Customer has been receiving the Service(s) prior to termination.

10.2     The Customer may not transfer its rights and/or obligations under this Agreement to another party unless TRON INTERNET LTD has given its explicit consent in writing.

 

Indemnity

11.1     The Customer will indemnify TRON INTERNET LTD for any sums paid out, or for any losses relating to the following:

11.2    The Customer misusing the Services in any way described in the T&Cs.

11.3     Costs and expenses incurred for the purpose of remedying any breach by the Customer of the T&Cs, including (but not limited to) costs and expenses incurred for debt recovery and/or legal proceedings.

11.4     Any claims or legal proceedings which are threatened and/or brought by, or against TRON INTERNET LTD by another person in respect of defamation, breach of Agreement, fraud, breach of copyright or intellectual property which are attributable to the Customer’s use of the Service

11.5     If the Customer uses the Service for business purposes, any claims or legal proceedings which are brought or threatened against TRON INTERNET LTD by another person because the Service is faulty, or cannot be used by them.

 

Entire Agreement

12.1     TRON INTERNET LTD intend to rely on these terms and your order. If you require any changes, please make sure you ask for them to be put in writing. This can help avoid any problems about what you expect from TRON INTERNET LTD and what TRON INTERNET LTD expects from the Customer.

 

Third Party Rights

13.1     A person who is not a party to this Agreement has no rights under The Agreements (Rights of Third Parties) Act 1999 to enforce any term of this Agreement but this does not affect any right or remedy of a third party which exists or is available outside of that act.

 

Complaints

14.1     TRON INTERNET LTD aims to resolve any complaints fully, fairly and within a reasonable timeframe.

14.2     If the Customer is unhappy with the Services and wishes to raise a complaint, this should be done using the following contact details:

Email:            contact@troninternet.com      

Where the contact details change, they will be updated on the TRON INTERNET LTD website.

14.3     Upon receipt of a complaint from a Customer, TRON INTERNET LTD will investigate the issues and send a response to the Customer addressing the points raised and where appropriate, setting out proposals for resolution.

14.4     If an agreement has not been reached within 8 weeks of TRON INTERNET LTD receiving the complaint, or TRON INTERNET LTD agrees in writing that the Customer may refer the complaint to independent adjudication before the end of the 8 week period (usually where a final response has been sent to the Customer but the matter remains deadlocked), the Customer may refer their complaint for independent consideration by the Communications and Internet Services Adjudication Scheme (CISAS) at www.cisas.org.uk.  This service is free of charge.

 

Law and Jurisdiction

15.1     This Agreement is governed by the laws of England and Wales and TRON INTERNET LTD and the Customer submit to the exclusive jurisdiction of the Courts of England and Wales.