Please read these Customer Terms and Conditions carefully before using our Service.
What's in these terms?
These Customer Terms and Conditions contain important information about the full-fibre broadband service ("Service") we are providing to you.
References to "you" and "your" also include any other person at your home ("Property") using your Pulse account ("Pulse Account"), device or login, to access our Website (as defined below) or any of our service.
These Customer Terms and Conditions together with your Order Confirmation (as defined below) and the Acceptable Use Policy, Complaints Code of Practice, Website Terms and Conditions, Website Cookie Policy and Website Privacy Policy together comprise the agreement between you and us (“Agreement”).
https://pulsefibre.co.uk is a website (“Website”) operated by Pulse Fibre Limited (“Pulse”, “we”, “our”, “us”).
We are registered in England and Wales under company number 13873355 and have our registered office at One Canada Square, London, England, E14 5AA. Our VAT number is GB403739896.
We are regulated in the UK by OFCOM and CISAS (Communications & Internet Services Adjudication Scheme). You can find more information about these organisations in our Complaints Code of Practice (https://pulsefibre.co.uk/complaints-code-of-practice/).
We are a private limited company.
To contact us, please email info@pulsefibre.co.uk.
To cancel, please email help@pulsefibre.co.uk.
1.2 By using our Service you accept these terms
If you order or purchase our Service (or are otherwise required to comply with our Customer Terms and Conditions in connection with using our Service), you are agreeing to all the terms and conditions set out below and they become part of the contract between Pulse and you.
1.3 When a Service starts and how long it lasts
The Service starts on the day you receive an email confirming your order (“Order Confirmation”).
The Service will continue for the minimum period stated in your Order Confirmation or renewal Order Confirmation (“Minimum Term”) and will continue indefinitely thereafter unless:
- the Agreement is terminated by you in accordance with clause 1.4; or
- we terminate the Service in accordance with clause 1.10.
We may also agree a new Minimum Term during or after your initial Minimum Term (for example, if you take up one of our offers at the time). We will always tell you in advance if there needs to be a new Minimum Term.
If you wish to terminate the Service before its Minimum Term has expired, or if we terminate it in line with clause 1.10, you may have to pay us compensation. Please review clause 1.11 for details.
If you end a service and fail to return the loaned equipment within 60 days, you will be charged.
1.4 Your cancellation rights
You can cancel the Service within the first 14 days from the later of:
- the date your Service was activated; or
- the date you received the Order confirmation;
("Cooling Off Period")
Where we have already started providing your Service, you will have to pay us the full cost of any Service you have received, which include:
- the Charges (see clause 1.8) for the Service;
- anything you have used which is not covered by the Charges; and
- any connection or activation fees
1.5 Your use of our Service
Our Service is just for you and your household for personal use; this means it cannot and should not be used for any trade, business or professional purpose. You are responsible for how the Service is used.
You agree that you will do the following in relation to the Service:
- follow any reasonable instructions that we give you;
- provide any reasonable assistance requested in relation to our security checks;
- obtain any permission we require to provide a Service in your Property or to install anything for you;
- inform us of any change to your personal details, including your name, address, email address, mobile number, payment details, or anything else we may reasonably need to know about you;
- do everything possible to keep your Pulse username and password safe as well as your billing and other account details to ensure they are safe from fraudsters;
- inform us as soon as possible if you think or know that a third party has your Pulse username and password and ensure that you update your Pulse password immediately;
- use our Service in accordance with all applicable laws, regulations and rules in England and Wales;
- ensure you will not do anything which may have a negative impact on:
our systems, networks, servers, brands, reputation or security;
other customers' Service or equipment;
other customers' security; or
any other person's or business's systems, networks or security
Should we have reason to believe you have misused the Service or allowed anyone else to misuse it, you may have to compensate us for any damage we suffer as a result. Please see our Acceptable Use Policy for more details.
1.6 How do we set up your Service?
If you order our Pulse full-fibre Service, we will activate your Service via the Pulse Fibre online portal and you will be provided with a wireless router.
1.7 Our responsibilities to you
We provide the Service to the UK address you give us and may take instructions from any person we have good reason to believe is acting with your permission.
We aim to provide a continuous, high-quality service using reasonable care and skill. However, due to the nature of our Service, we cannot guarantee that it will be available at all times.
At times, faults may occur in our network infrastructure that may have an impact on your Service.
Sometimes we may need to interrupt, change or temporarily suspend all or part of a Service. The reason for this could be maintenance, upgrades or repairs to the network. We will try to get the network up and running again as soon as possible.
In exceptional circumstances, we may have to do things to manage the network’s performance.
If we have reason to believe any of your devices have been infected by malware, or if any of your devices attempt to gain access to a malicious website, we may take action which could include stopping the spread of malware by putting software onto our network or preventing your devices from accessing the malicious website.
1.8 Paying us what you owe
The fees you pay for the Service are known as “Charges” and include the monthly charges set out in your Order Confirmation and any additional fees you need to pay in line with this Agreement.
You must pay the Charges for the Service, whether or not you or someone else has made use of them.
We will bill you regularly and in advance for the billing period ahead. Should there be any additional Charges for a particular billing period, these may be added to a later bill.
Your bills can be found online via your Pulse Account and will be sent to you by email. If you require paper bills, large font or braille, please let us know and we will arrange this for you.
Our bills are payable on receipt, which means you are required to pay them as soon as you receive them unless we have agreed other arrangements with you.
If you believe we have made an error on your bill, please let us know as soon as possible. No Service will be suspended while we look into an alleged billing error. You are required to pay the amount that you agree that you owe during any billing error investigation. If we owe you a refund, this will appear as a credit on your next bill.
Should you fail to pay your bill on time, we will contact you and send you a reminder. If you still fail to pay within 10 days of our reminder, we reserve the right to add a late payment charge to your next bill. Additional late payment charges may also apply if a direct debit bounces due to a lack of funds in the account. These additional charges are shown on your invoice.
If you fail to pay one of our bills, we will not generally suspend or end a Service until 28 days after the date your payment was due. However, if this is not the first time you have failed to pay our bills on time, we reserve the right to suspend the Service earlier.
Should you fail to pay our bill, we reserve the right to pass your details (including your personal information) to a debt collection agency requesting that they pursue the fees on our behalf. Any additional costs associated with this debt collection process must be covered by you and will be added to your debt. For the avoidance of doubt, VAT will not be added to any such additional costs that we add to your bill.
We also reserve the right to transfer your debt to any other businesses (which would include the transfer of your personal information) who will try to recover the amount in a way they consider suitable.
For the avoidance of doubt, this clause will continue to apply after your Agreement with us has ended.
1.9 Your rights to end the Service
You can cancel this Agreement during the Cooling Off Period if you change your mind about a Service as set out in clause 1.4. There is no need to provide a reason and you will not have pay us a fee for leaving early however certain charges will apply as set out in clause 1.4.
You can cancel this Agreement at any time by giving us 30 days' notice where:
- we have increased the Charges or changed these terms (other than a change linked to a new service or additional feature) in a way that is not exclusively for your benefit; or
- if we have changed the Service or the Charges (other than a change linked to a new service or additional feature or one off charge) in a way that significantly disadvantages you;
in each case you will need to follow the process set out in clause 1.14. In such cases you will not need to pay us a Cancellation Fee (as defined below) for early termination in accordance with clause 1.11.
You can also cancel this Agreement at any time by giving us:
- 14 days’ notice if you are switching to another provider through an approved switching process; or
- 30 days’ notice if you are cancelling the Agreement for any other reason;
in each case, if you are within the Minimum Term, you will need to pay us a Cancellation Fee (as defined below) for early termination in accordance with clause 1.11.
You can also cancel this Agreement at any time if we breach any significant term of this Agreement. In such a circumstance, you will not be responsible for paying an additional fee or compensation as a result of leaving the Agreement early.
If you have frequent, continuous or repeated faults with our Service, or we agree that the Service you are receiving is consistently below the standard you reasonably expect, we may allow you to end this Agreement without paying compensation or an additional charge for leaving early. For the avoidance of doubt, this option will only become available after an individual assessment by us and discussion with you. Please do get in touch with us if you would like to talk about this.
1.10 Our rights to restrict, suspend or end your Service and this Agreement
We may stop providing a Service at any time on 30 days’ prior written notice.
If you breach any terms of this Agreement, we will generally try to let you put things right within a reasonable period of time. However, we may limit, suspend or end a Service immediately if any of the following apply:
a) we are required to end the Agreement by law or regulation;
b) we are no longer able to provide a Service or we have suspended or restricted the Service;
c) you have breached the terms of this Agreement and have failed to put things right within a reasonable time;
d) you seriously misuse our Service or breach this Agreement in a way that cannot be resolved;
e) you or anyone else using a Service act in a way which is unsuitable or unacceptable towards our staff to justify suspending or ending the Service;
f) you have provided us with incorrect or misleading information;
g) you fail to pay us for a Service in the required time or via the required payment method;
h) you cancel your direct debit without agreeing an alternative payment method with us in advance;
i) we have reason to suspect fraudulent activity or any other unauthorised activity by you or anyone else using the Service;
j) your usage is significantly different to the usage expected from an average customer;
k) you materially breach any other Agreement with us and fail to put things right within a reasonable time;
l) it is reasonable for us to do so in order to maintain a high-quality service and/or protect the network;
m) you use our Service for any trade, business or professional purpose; or
n) you do anything which, in our view, gives us legitimate grounds to limit, suspend or end your Service.
If we have reason to believe there has been or there is likely to be a security incident, linked to your Pulse Account or otherwise, we may suspend your Pulse username to protect your Pulse Account. We will ask you to reset your password before letting you back in.
If we suspend or end your Service, we will provide you with information on what you need to do to restore it.
For each of 1.10(a) to (n) if you are within your Minimum Term, you will have to pay a Cancellation Fee in accordance with clause 1.11 for leaving your Agreement early.
If we suspend a service for any reason listed in 1.10(c) to (n):
- we reserve the right to charge you an additional fee for restarting your Service; and
- you may have to pay the Charges for a Service while it is suspended and/or up until your Service ends.
If you breach the terms of this Agreement and we decide to refrain from taking action immediately, we reserve the right to take action at a later date.
If your Agreement is ended by you or us, we will refund any amounts paid up front. However, we will take off or charge you for anything you owe us in connection with that Service or any other Agreement with us.
1.11 What are the Cancellation Fees for ending an Agreement early?
You only have to pay us a Cancellation Fee (as defined below) for ending the Agreement early if:
- You have ended a Service during the Minimum Term (other than in the circumstances listed in 1.11(a) to (c) below); or
- we end a Service during the Minimum Term in accordance with 1.10 (c) to (l).
You will not have to pay the fees and charges for ending a Service during the Minimum Term where you:
a. have ended the Service during your Cooling Off Period;
b. have ended a Service under clause 1.9 due to:
- changes to the terms of this Agreement that significantly disadvantage you;
- where we have breached a material term of this Agreement; and/or
- where there have been repeated significant faults with the Service;
c. you move home and we are unable to supply the Service to your new address.
The “Cancellation Fee” for early termination will be calculated as the total Charges you would have paid had you remained with us for the full Minimum Term with any costs we save by you leaving early being deducted.
1.12 What happens if you are not satisfied with our Service?
If you have had a problem with our Service, you may have a number of legal options. For more information, please visit the website www.adviceguide.org.uk and review our Pulse Complaints Code of Conduct.
1.13 What are we not responsible for and what are the limits on our liability?
a) Where our negligence has caused death or personal injury, we will accept responsibility and there is no limit to our liability. We will also accept responsibility for our fraud, fraudulent statements or any other liability that the law does not allow us to exclude or limit.
b) We will accept responsibility for loss or damage to your physical property arising from our negligence. We will cover up to £100,000 in total for any one event or series of connected events arising in any 12 month period.
c) Other than in relation to 1.13(a) and (b) above, we will not pay you more than £500 in compensation within a 12 month period.
d) Other than in relation to 1.13(a) and (b) above, we are not responsible for any of the following:
- a delay or failure caused by circumstances beyond our reasonable control which could include lightning, flooding, severe weather, fire, explosion, terrorist activities, epidemic, riots, war, anything done by government or public authority, strikes or other industrial action;
- any loss you suffer caused directly or indirectly by you breaching the terms of this Agreement;
- any loss you suffer caused directly or indirectly by you using a Service in breach of the terms of this Agreement;
- any commercial or businesses loss;
- any loss or damage caused by malware or the unauthorised use of a Service on any of your devices;
- any corruption, release or loss of data or information;
- any failure of safety, security or other alarm systems due to incompatibility with our Service, or any other reason which is not due to our fault or neglect;
- any loss or damage caused by you using equipment or hardware we have not supplied; or
- any losses that we could not have reasonably expected or which we could not have considered when entering into this Agreement with you.
1.14 Changes to our Charges, these terms and/or the Service
From time to time, we may make a change to our Service, Charges or the terms of your Agreement with us. This could be for any of the following reasons:
1. to introduce a new feature to the Service or to change the way we provide the Service and/or how it is structured; this could include upgrades and improvements, what we include in the Service or that we are now able to provide our Service in new areas;
2. to make technical changes to our network and/or the technology we use, which could improve our Service;
3. to change how we structure our Charges, which could be a change to what a Charge includes;
4. to make your Agreement with us clearer or easier for you to understand;
5. if we have changed the way we manage our business and/or the cost of running it increases;
6. because the cost to us of providing our Service has increased (for example, the businesses we buy from increase their prices);
7. to reflect a change to a law, code of practice, regulation, guidance or responsibility that applies to us; or
8. another reason not listed here that we are unable to predict right now.
If we increase our Charges or change the terms of your Agreement with us in a way that we consider significantly disadvantages you:
- we will inform you by email (to your email address registered with your Pulse Account) at least 30 days before the change;
- at times, we may be required to make changes that our outside of our control (for example, change are required due to legal, financial or regulatory requirements):
- if we are required to make changes for these reasons, you will not have the right to end your Service without charge or compensation and
- if we are unable to give you 30 days’ notice of changes, we will give you as much notice as possible;
- dependent on the type of change we are making, you may have the right to end the Service impacted by it and/or end the Agreement (we will inform you of your rights in our email to you) without paying any additional Charges, Cancellation Fees or compensation (for example, for leaving within your Minimum Term or before the end of your Agreement);
- to exercise this option, you must inform us in writing (by email or letter) and let us know you want to end your Service or this Agreement;
- you must send us the correspondence within 30 days of the email we send you about the change; and
- we will publish details of any change on our Website.
If we make any other changes to your Agreement with us we will inform you by email (to the email address registered with your Pulse Account) and publish details of the change on our Website.
1.15 Is it possible to move your Service to a new home?
Our Service is only available at certain locations in the UK. Please contact us if you are moving home from your current Property so we can confirm whether your new property is within our service area.
If you are moving home to a property that is not within our service area, you have the right to end this Agreement without additional Charges, Cancellation Fees or compensation being owed to us, even if you are within your Minimum Term. Please give us 30 days notice.
Please contact us in writing to confirm the details of your move with the relevant moving date, with 30 days notice and we will let you know any final Charges for the Service payable up to your moving date.
1.16 Ways to get in touch and how we will contact you
You can contact us via your Pulse Account (accessible via our Website), by email to help@pulsefibre.co.uk and by letter to Customer Services, Pulse Fibre Limited, One Canada Square, London E14 5AA.
We will contact you by email (to the email address registered to your Pulse Account), phone (to the phone number registered to your Pulse Account) and/or by letter (to the address registered to your Pulse Account). You can amend your contact preferences via your Pulse Account.
We will assume any notice sent to you by email will be received the same day if the email is sent between 08:00 and 18:00 GMT on a Business Day or the following Business Day if it is sent outside of these hours. We will assume any letter we send you is received two Business Days after we send it. “Business Day” means Monday to Friday, excluding public holidays and weekends on a day when the Banks in the City of London are open for business.
1.17 Are there any parental controls?
Parental controls can be accessed via your router. When parental controls are activated, we limit access to certain websites that we (or our third-party supplier) believe should be blocked as they are unsafe or unsuitable for you to view or access based on the choices you have made. The websites that are selected for blocking are chosen by our third-party supplier and we are not responsible for categorising these websites or deciding which websites should not be barred.
1.18 Complaints
At times you may be required to contact us to sort out a problem. Our Complaints Code of Practice sets out how to go about that and how we will deal with any complaint or dispute.
If you would like a copy of the Complaints Code of Practice in brail or large font, please let us know by emailing help@pulsefibre.co.uk.
1.19 Are you allowed to transfer this Agreement to someone else?
This Agreement is between you and us. It is not possible to transfer it to anyone else or to attempt to do so.
We have the right to transfer this Agreement, including our rights and obligations under it, to anyone else, as long as this does not have a negative effect on your rights.
1.20 Other important information
We and our suppliers own any intellectual property rights associated with our Service, so you will not own any rights by virtue of using our Service.
Only you and we have the right to take any action under this Agreement. No third party can benefit from this Agreement, unless we transfer the Agreement in accordance with clause 1.19.
If any one part of our Agreement with you cannot be enforced, all other parts of the Agreement will still apply.
We may record your calls to us for training and monitoring purposes.
This Agreement is governed by the laws of England and Wales and any disputes you and we have been unable to settle shall be decided in the English and Welsh courts.
Date
These customer terms and conditions are effective from January 2024.
