Brsk Residential Service Terms and Conditions - 1 November 2021 to 1 December 2025

Brsk Residential Service Terms and Conditions - 13 October 2025 to 1 December 2025

We are Brsk ISP Limited, trading under the name “brsk” with company registration number, 13853894 and registered office is at Unit H The Courtyard, Tewkesbury Business Park, Tewkesbury, United Kingdom, GL20 8GD.

These are the terms (“Terms”) on which we supply our residential broadband service to you. Please read them carefully. These Terms tell you who we are, how we will provide our residential Service to you, how you and we may change or end our Agreement, what to do if there is a problem and other important information.

Services are provided using a full fibre connection to the Home. This is different to the copper-based connections that have historically been used to supply the majority of broadband services in the UK. One of the differences is that a full fibre connection requires mains power in the Home to support the connection. If there is an interruption to the mains power (e.g. a power outage or the mains supply is otherwise turned off), the connection ceases to work and the broadband, phone service, and any other over-the-top solutions (e.g. telecare monitoring) will no longer function. It is essential that you inform us if you rely solely on your broadband for call access and/or you have a telecare monitoring or other lifeline services before placing your Order by using the contact details provided at clause 19.4 in the Terms below. Where you have a telecare monitoring or other lifeline services, it is essential that you don’t cancel your current service in advance of our Service installation.

1. Our Agreement

1.1 Ordering. You must be at least 18 years old when you place an order with us. You accept that by submitting an Order, you have placed an Order with us for Services in accordance with these Terms. When you place an order, you must provide us with the physical address of where you would like the Service to be provided, and we will check whether we are able to provide you with the Service at the said address. We can only provide the Service at an address where we have existing network coverage, or as we build the network, where it will become available. If you place an Order where we are unable to provide you with the Service, we will let you know.

1.2 Order Confirmation. You can place an Order for the Service through our website or, where available, through one of our sales representatives in person or by telephone, by setting up a user account with the details provided by you. Our acceptance of your Order will take place when we email you an Order Confirmation, at which point an agreement will come into existence between you and us. Your Order Confirmation contains all the details of the Service you have ordered, which we agree to supply to you, according to these Terms. We reserve the right to cancel an Order received without reason before we install our Equipment and before Service activation.

1.3 Documents making up our Agreement. You acknowledge that our Agreement comprises of the following documents:

• These Terms
• Our Order Confirmation including any promotional terms stated within it (the email we send you when we accept your Order)
• Your Order
• Our Price Book
• Our Acceptable Use Policy
• Our Customer Complaints Policy
• Our Privacy and Cookie Policy

together, these documents form our “Agreement”. If any of these documents contradict each other, a document higher up on the list above takes priority.

2. Term of our Agreement

2.1 Term of Agreement. Your Service will be for the Fixed Term period described on your Order which we have confirmed in our Order Confirmation. The Fixed Term will start on the date on which you start receiving the Service. You must pay for the Service for the duration of any Fixed Term unless either you or we end our Agreement earlier. A Fixed Term Package will become a Monthly Rolling Package at the end of the relevant Fixed Term unless you purchase a new Fixed Term Package. The Term is aligned with your billing cycle which runs from the date the Service was initially activated and thereafter on the same date each month (“Billing Cycle”). We may change your Billing Cycle from time to time and, if we do, we will notify you in advance.

2.2 Cancelling your Monthly Rolling Package. A Monthly Rolling Package has no Fixed Term commitment and no Early Termination Charges but does require you to give at least 30 days’ notice that you want to end it.

2.3 Cancelling your Service during a Fixed Term. You can cancel the Service at any time during the Fixed Term if you choose to do so. Early Termination Charges will apply to any termination within the Fixed Term. If you wish to cancel your Service during the Fixed Term, you will need to give us 30 days’ notice.

2.4 Cooling-off Period. You may cancel the Service and this Agreement by calling us or writing to us at support@brsk.co.uk or logging a ticket on your account on the brsk customer portal, without paying any Early Termination Charges within a 14 day “Cooling-off Period” which starts the day after the day on which brsk sends you the Order Confirmation. The Cooling-off Period doesn’t apply to additional Services you may Order from us or to any changes you ask us to make to your Services. If you cancel this Agreement before the Cooling-off Period has ended, you will have to pay us for any telephone charges, Equipment costs which are not free under the package you Ordered. If you cancel this Agreement within the Cooling-off Period, you must send back to us any Equipment which we have sent you to the address set out in clause 14.1 within 14 days of you cancelling your Order. If you don’t, you will have to add the cost of such Equipment to the amount we need to charge you following any cancellation during the Cooling-off Period.

2.5 Existing services. We support Ofcom’s One Touch Switching (OTS) process, which allows you to switch your existing services to us without needing to contact your current provider. By confirming your Order with us, you authorise us to manage the OTS process on your behalf. We will confirm the activation date of your Service in writing. If there is likely to be a delay, we will keep you informed and take reasonable steps to resolve any issues as soon as possible. Until the OTS process is completed and Service is successfully activated, you will need to continue paying your current provider for your services. We are not responsible for any charges you may incur from your current provider during the transition period, including any fee your current provider may charge for cancelling your existing services.

3. Installation

3.1 Standard Installation Charge. If you don’t already have a working brsk connection in your Home when you place your Order, provided you have the legal right to do so, you will allow a brsk engineer to access your Home (or obtain consent from the person who has the legal right to do so) to install one so you can connect to our network. When you place your Order, you will be able to select an installation date or if you are not able to schedule an installation at the time of placing the Order, we can contact you to arrange a suitable time. We will confirm this installation date and time with you via email. A Standard Installation Charge will apply if you don’t have a working brsk connection in your Home when you place your Order. We reserve the right not to install the Service until we are satisfied that we have all the relevant consents and permissions that we need. Unless otherwise stated or agreed with you, our Standard Installation Charges are as per our Price Book.

3.2 Non-standard Installation. If you don’t already have a working brsk connection in your Home when you place your Order and additional work is required by brsk to complete your installation, brsk will need to complete a survey of your Home and provide you with a quote for Non-standard Installation Charges (if any) before completing your Order. If you wish for us to complete your Order by proceeding with the non-standard installation, provided you have the legal right to do so (or obtain consent from the person who have the legal right to do so), the quoted Non-Standard Installation Charges will apply and your Order will be updated. The basis on which we determine what is a standard installation and a non-standard installation is described in our Price Book. We will confirm an installation date and time with you via email. If you agree to go ahead with the non-standard installation, the agreed Non-standard Installation Charge will be confirmed to you in writing and will be taken as part of your first monthly payment. If you do not wish to proceed with an Order having been quoted for the Non-Standard Installation Charges, you will not be charged any fees for the survey.

3.3 Activation Charge. If you already have a working brsk Broadband Network Equipment in your Home when you place your Order, a brsk engineer will not need to install one. However, to connect to our network, we will have to undertake work to activate your Service. When you place your Order, we will confirm this activation date and time with you via email. We will activate the Service after installation has been successfully completed and where applicable, Activation Charge has been received by us.

3.4 Contact details. Our installation team will contact you by phone or by writing to you at the email address provided by you when you placed the Order for the Service, to let you know when they will arrive at your Home, or when they are able to deal with any unexpected problems or delays. You can contact our support team at any time if you have a query about your installation by logging a ticket on your account on the brsk customer portal, by emailing us at support@brsk.co.uk, or by writing to us at our business address which will be specified on our website. We may send you updates and announcements via email, text message or through an app from time to time.

3.5 Risk assessment. We will do our best to achieve your installation at the arranged time. Before any installation, we need to carry out a risk assessment. If we discover that it’s not possible to carry out the installation for safety reasons, because there’s no one over the age of 18 at the property, or due to the complexity, lack of materials or otherwise, we’ll let you know and make alternative arrangements.

3.6 If the installation cannot be carried out as arranged. If we have been unable to contact you, re-arrange access to your Home, or complete your installation, we may end the installation and/or this Agreement. If we cancel the installation or this Agreement because of things you have done or not done (including failing to obtain consents and permissions to carry out the installation at your Home) which prevent us fulfilling this Agreement, we may charge you for the reasonable costs we have incurred.

3.7 Changes to your requirements. Please note that if you change your requirements, this may affect your eligibility for a standard installation. If there has been an error in assessing the criteria for your installation, which means you do not qualify for standard installation, the technician will inform us, and we will discuss and agree with you how to proceed and the charges which may apply.

3.8 Upgrades. You can upgrade the Service at any time via your account on the brsk customer portal at any time during the month. The Service will be upgraded following your request. You will pay the prorated amount for the outstanding period that is left on your current Billing Cycle and you will pay for the upgraded Service in advance at the start of the new Billing Cycle.

3.9 Downgrades. Downgrades take place at the end of your current Billing Cycle. If you are on a Rolling Monthly Package, you can notify us of the downgrade of the Service at any time in the month via your account on the brsk customer portal, however the downgrade of the Service will take place at the end of the Billing Cycle. We will collect the monthly fee amount for the new Service in advance of the next Billing Cycle. If you're on a Fixed Term Package, you will not be able to downgrade the Service for the duration of the Fixed Term.

4. Access to your Home

4.1 Access. You confirm that you are the current occupier of the Home and are either the freeholder or a tenant under a lease with legally binding permission from the freeholder for us to install the Equipment and provide the Service there. Unless you tell us in writing that you do not have such authority, you hereby agree to give us access to your Home together with all necessary permissions to carry out work at your Home and connect, maintain, change, replace, inspect or remove Equipment and to supply the Service. You or a person given permission by you (must be aged 18 or over) will either be at your Home when our engineer visit or will give our engineer access to your Home on your behalf. Note that we work with approved third-party installation partner engineers. You may contact us should you wish to verify their identities or query your installation. If we need to reschedule a visit to your Home because you’re unable to provide us with such access or permissions, we will reschedule the visit and you may be charged a fee for rescheduling your appointment. We will notify you of such fee and seek your agreement to pay the same, prior to carrying out the rescheduled installation.

4.2 Your co-operation. You agree to cooperate with us as reasonably required to connect you to our Services. We will cause as little disturbance as reasonably possible when carrying out any work at your Home. We agree to repair any damage that we cause at your Home, subject to other terms of this Agreement. Any such repairs will not include any redecoration work that is necessary after we have fitted our Broadband Network Equipment.

4.3 Space and Power. You must provide (at your own expense) appropriate space, power, ducting and environment at your Home for us to install and maintain the Equipment and provide the Services. If you need the Service to continue uninterrupted following a power failure because it is your sole means of contacting the emergency services using telephone numbers 999 and / or 112 and /or have telecare or other lifeline services provided using your broadband connection at your Home you must inform us and we will ensure that you have an appropriate Equipment before you switch your service to us. Where you have an alternative means of contacting the emergency services at your Home (e.g. mobile) and want your Sevice to operate in a power outage, you must provide back-up power which meets relevant British standards. Where you have an alternative means of contact the emergency services at your Home in a power outage and you choose to supply your own technical solution to provide an alternative means of enable call access to the emergency services using telephone numbers 999 and or 112 (999/112), we will not be liable for faults arising in the Service or Equipment because of a power failure.

4.4 Wayleaves. We are unable to install our Equipment and provide our Service until we have all the necessary consents and permissions we need to do so. If we have to cross your land or install, maintain and operate our Equipment at your Home, you hereby provide us with your consent to do so (and you agree to do your best to obtain any such consent from another person if it is required). Before we install our Equipment and provide our Service, you will provide us with any additional consents in the form of a wayleave agreement (an agreement which gives us the right to install, maintain and operate and remove our Equipment over someone’s land) suitable to us if such additional agreement is required. If you can’t provide us with the consents, permissions (including wayleaves) we require under this clause or clause 4.1 above, we may end your Agreement with us.

5. Our Equipment

5.1 Broadband Network Equipment. If our Broadband Network Equipment is already installed at your Home prior to you placing an Order, we will provide you with the necessary Equipment to use the Service, together with setup instructions and details of how we will activate your Service. Any Equipment installed at your Home remains our or our affiliates’ property and must be kept at your Home.

5.2 Equipment. The number of Equipment we will provide to you will depend on the Service you have ordered from us as described in our Price Book. Where any of our Services include the provision of multiple routers as part of our standard service package, our engineers will determine what Equipment you require during your installation appointment and the cost of any such routers will be included in your standard charge. Any additional Equipment you require will be charged at the rates described in our Price Book. We will retain legal ownership of all Equipment provided by us.

5.3 Repair of faulty Equipment. If any Equipment we provide to you is faulty, we will repair or replace it free of charge unless the fault was caused because of something which happened while the Equipment was in your care. You will need to return any faulty Equipment to us at our current address or as advised to you from time to time.

5.4 Your responsibility for our Equipment. You will take good care of any Equipment at your Home. You must ensure the Equipment is connected to a permanent power source otherwise the Services will not function. You must not tamper with the Equipment and must not sell or transfer it to anyone else or remove it from your Home. You must promptly provide us with any information which we ask for about the location of the Equipment. You will not damage or interfere with any Equipment or prevent the use of or easy access to it. If any such Equipment is damaged other than through fair wear and tear, we can charge you for the cost of having it repaired or replaced.

5.5 Your responsibility for your own equipment. If you wish to use your own equipment with our Services, you are responsible for ensuring that that equipment is of an appropriate specification and set correctly to use with our Service. We will not be liable for any loss or damage arising from any use of your equipment in connection with the Service. You are entirely responsible for the security of your equipment, your information technology systems and network and the accuracy, reliability and stability of stored information.

5.6 Router specification and corrective firmware We reserve the right to push corrective firmware to any Equipment we have supplied to you as part of your Service where this is needed to help us manage your Service or for any technical or security reasons. You must allow us to update or replace the software and/or firmware to any Equipment we have supplied in this way. These updates will happen automatically and at no extra cost to you.

6. Broadband Speeds

6.1 Advertised speeds. We guarantee to meet the estimated upload and download speeds provided in your Order Confirmation.

6.2 Network speed. The actual speed and performance of your Service will depend on various things, some of which are outside of our control. Using Wi-Fi enabled devices makes it easier to access our Services across your devices but will mean a slower Service speed than if you were using an Ethernet cable due to limitations of Wi-Fi technology.

6.3 Your right to end our Agreement. If the download speeds to your Equipment consistently fall below the minimum download speeds we have said we would deliver and we are unable to fix the problem within 30 days, you will be entitled to end your Agreement without paying an Early Termination Charges. Please note that we must be given the opportunity to fix any speeds issues you may be experiencing by way of, for example, remote fixing and engineer visits before you are entitled to leave your Agreement and/or obtain a refund in accordance with this clause.

6.4 Device Compatibility. You need to ensure that your electronic devices within your home are compatible with the guaranteed speeds advertised. If the devices you own are not compatible, but we are able to prove these speeds are being achieved to your Equipment, then you will not be eligible to cancel or downgrade your Agreement without paying Early Termination Charges.

6.5 Service Interruption. Service interruptions do sometimes occur. Where we need to interrupt your service for planned works, we will endeavour to inform you in good time. We will also do our best to avoid peak periods and work at speed to restore your service. In emergencies (where, for example, there has been damage caused to our underground or overhead fibres), we will seek to restore service as quickly as we can and keep you informed of our progress as we work hard to repair the cause of the fault.

7. Charges and Invoicing

7.1 Price Book. Our charges are as set out in our Price Book. We collect all charges other than out of package call charges monthly in advance. Call charges will be collected monthly in arrears (after you have incurred them). Our charges are exclusive of VAT which will be shown on our bills.

7.2 Fixed Term Packages. Where you have purchased a Fixed Term Package, you agree to accept and pay for the Service for the Fixed Term, a period which begins on the date we activate your Service. If you change your Agreement during the Fixed Term, your price may change and a new Fixed Term will apply. Once we have issued an Order Confirmation and the Service is installed, our monthly charges will start to apply. The 14-day cooling-off period will not apply to any changes or upgrades to an existing package.

7.3 Price changes Our Price Book for Monthly Rolling Packages may be amended at any time if (i) we update our Services or Equipment to enhance your experience, (ii) our costs increase; or (iii) there’s a change in law, code of practice, regulation or guidance. If our prices are to change in circumstances other than as set out in clause 7.4 below, we will give you at least one month’s notice and you will be entitled to contact us to terminate our Agreement if you do not agree to accept our price changes within such one-month time period.

7.4 Annual Price Increases. Annual price increases will not apply to Fixed Term Packages. Where the Fixed Term of your Agreement has expired, the charges payable for your Monthly Rolling Package may increase each year in accordance with the Consumer Price Index (CPI) plus 3.9%. Our charges will not decrease if there is a reduction in CPI. By way of an example, if your standard charge for your Monthly Rolling Package was £24 per month and CPI had increased by 5% over the prior calendar year, your standard charge for your Monthly Rolling Package from 1 March onwards will increase by £2.14 to £26.17 per month. We will give you at least one month’s notice of such change while our adjusted charges will also be shown in our Price Book with effect from the date of the change. If you do not agree to accept our annual price changes, you will always remain able to terminate your Monthly Rolling Package in accordance with clause 2.3 on one month’s notice.

7.5 Electronic invoices. We will provide you with a monthly invoice showing the breakdown of charges for the Service.

7.6 Payments. Unless we agree otherwise, all payments must be made by direct debit. We may remove or introduce additional payment options from time to time. You can set up and manage your recurring payment details by logging into your account on the brsk customer portal. It is your responsibility to ensure that your payment details are kept up to date. Your first payment will include either the Standard Installation Charge, the Activation Charge or the Non-Standard Installation Charge described in our Price Book. If your activation date is different from your chosen billing date, we may charge you a prorated amount for the days between your activation date and your first billing date.

7.7 Third party charges. We are not responsible or liable for any charges from other organisations (such as telephone or content providers) which you may incur while using our Service.

7.8 If you do not pay. If you do not pay us for our Service when you are supposed to, we will notify you and request you to log into your account on the brsk customer portal to update your payment details and make payment. If you do not pay, we may suspend or restrict supply of the Service until you have paid us or terminate our Agreement in accordance with clause 13.1. We will not suspend the Service where you dispute the unpaid invoice provided that you pay any non-disputed part of the invoice by its due date. To re-start the Service, you will be required to pay any outstanding amounts. We reserve the right not to provide you with the Service or any service until we receive any outstanding payments.

7.9 Additional charges for paying late. If you are late in paying, we may charge interest to you on the overdue amount at the rate of 4% a year above the base lending rate of HSBC from time to time. Interest will accrue daily from the due date until the date of actual payment of the overdue amount. You will also be responsible for paying all reasonable costs of debt recovery proceedings we incur to recover any debt you owe under this Agreement, including fees charged by any debt collection agency we use.

7.10 What to do if you think we have made a mistake in our charges. If you think an invoice we have issued is wrong, please let us know and we will not charge you interest until we have resolved the issue. Once the dispute is resolved we will charge you interest on overdue correctly invoiced sums from the original due date.

7.11 Credit checks. By placing an Order, you agree to us or third parties acting on our behalf carrying out credit checks on you using the information that you provide during the ordering process.

7.12 Monthly Usage Limits. Our Services may have monthly usage limits which are described in our Acceptable Use Policy. If you go over any of these limits, we may charge you for excess usage.

7.13 Online bills. You will receive bills online directly into your email inbox. If you want paper or braille bills, just ask us and we will send them to you. We may charge you for paper bills, but we'll tell you about the additional charge beforehand.

8. Using our Service

8.1 Acceptable Use. You agree to abide by our Acceptable Use Policy.

8.2 Treating our people with dignity and respect. We understand that customers can occasionally get frustrated if they experience problems with the services we provide. However, you must always treat our people with dignity and respect. You must not treat our staff in a way that is abusive, threatening or otherwise disrespectful.

8.3 IP addresses. You will be allocated a dynamic IPv4 address free of charge. We may change the IPv4 address allocation at any time. It may also be placed behind a Network Address Translation (CGNAT) system at our discretion. If you want a public static IPv4 address, you can place an order and pay a monthly fee for it, subject to availability. You will be allocated a static range of IPv6 addresses free of charge. We may change the IPv6 address allocation at any time. You do not own any IP addresses which we allocate to you. Any IP addresses we allocate to you remain our property. Unless terminated earlier in accordance with the Terms, BetterIP Service will terminate automatically when this Agreement terminates or expires in respect of the Service. BetterIP Service can be terminated at any time by us or by you on written notice to support@brsk.co.uk, even if the Service is within the Fixed Term.

8.4 Recording calls. We may record calls to and from our customer service centre (including marketing calls) to help us with training and to prevent identity fraud. Any information we collect from you will be in accordance with our Privacy and Cookie Policy.

8.5 Residential Use only. The Service and the Equipment we provide to you under this Agreement must not be used, and you must ensure that anyone who uses the Service does not use the Service for commercial or business purposes, other than homeworking. We may monitor the Service including the type of traffic and traffic volume to detect or prevent breaches of our acceptable use policies.

8.6 Restrictions on Use. You must not allow any third party to use the Services on a permanent or regular basis. In particular you must not re-sell the use of the Services to any third party.

8.7 Service Levels. When providing the Service, we will use the reasonable skill and care expected of a competent electronic communications service provider. However, it is practically impossible to provide the Service entirely free of faults, and we do not guarantee to do so. Your internet access and speed may vary from time to time. We will not be held responsible for any reduction in speed caused by your own equipment or devices. You can report a fault to us via your account on the brsk customer portal or by emailing us at support@brsk.co.uk.

8.8 Intellectual Property Rights. All intellectual property rights in software (in whatever form) and/or materials we provide you with in connection with the Service or our Equipment will remain our property, or the property of the person who has granted us a licence for that software or materials (our licensor). We will grant you a non-exclusive licence to use the software and materials for the purpose of using the Service or Equipment and for no other purpose. You cannot transfer the licence.

8.9 Your use of Software and Materials. You must treat the software and materials described in clause 8.8 as confidential information and when our Agreement ends, for whatever reason, you must immediately return all copies of the materials and software to us and delete any copies from any computer or other device or cloud storage service. You must not reproduce the software, except for archiving or back-up purposes and will not adapt, modify, translate, reverse engineer, decompile, alter or otherwise tamper or interfere with the software (except where the law allows this) or create work derived from or based on any of the software or any document accompanying it.

8.10 Maintenance. We are responsible for repairing and maintaining our communications network, the Equipment and the Service. When you report a fault, we will use our reasonable efforts to restore the Service. We can charge, and you must pay, a service fee (at our current charging rates at that time) if any repair or maintenance work is needed because of you misusing, neglecting or damaging the Equipment or the Service, a power failure, you accidentally or intentionally disconnecting the Equipment, you failing to keep to any part of our Agreement, or a fault in, or other problem associated with, your own equipment or any apparatus or system not run or provided by us.

9. Suspending the Service

9.1 Maintenance Work. We may need to interrupt or suspend the Service for a range of reasons including to carry out work to maintain, repair or upgrade our network or Services, in an emergency to protect a service to a hospital or other essential services, to prevent injury to people or damage to property, to comply with the law or to deal with security threats. We will do everything we reasonably can to reduce the effect on you of any disruptions to our Services, but we can’t guarantee a fault-free Service at all times. If any such suspension lasts for more than 3 days, we’ll adjust the price so that you don’t pay for Services during any suspension period. Any adjustment will appear as a credit on your next invoice.

9.2 Suspension due to your actions. We may suspend the Service if you do not pay us (see clause 7.8), if you do not comply with our Acceptable Use Policy (see clause 8.1), if you break our Agreement or if you break any laws which apply to the use of our network. If we suspend or end our Service, we’ll tell you what you need to do to have it restored. You will continue to be liable for and must continue to pay our charges during the period of the suspension. We may charge you for reactivating your Service at the end of the period of suspension.

10. Our liability to each other

10.1 We are not liable for losses caused by matters beyond our reasonable control. Sometimes we may not be able to do what we’ve agreed because of things beyond our reasonable control. We are not liable or responsible for any obligations under this Agreement which occur due to things or matters beyond our reasonable control. Events beyond our reasonable control include extreme weather conditions, power failures, natural disaster, fire, subsidence, epidemic, pandemic, strike or labour disturbance, the actions (or failure to act) of local, regional or central government, highways authorities or other official authorities, legal or regulatory restrictions, terrorism, war or civil disturbance, and a third party’s delay in supplying, or failure to supply, any service, or Equipment (where their actions or failures resulted from circumstances beyond their reasonable control). There may be other reasons too. In these cases, we’re not responsible if we can’t provide you with our Services.

10.2 We are not liable for losses which are not foreseeable. We are not liable to you for any loss or damage you suffer which is caused by matters which are not foreseeable. Losses and damages are foreseeable if either it is obvious that they will happen or if, at the time the Agreement was made, both you and we knew it might happen.

10.3 We are not responsible for your equipment. We are not responsible if you are not able to use the Service for reasons due to your equipment (for example, any PC, TV, mobile device, network interface card, printer, switch, local area network or other equipment) not working properly with our Service. We are also not responsible for any loss or damage to your own equipment caused by using our Service.

10.4 We are not responsible for information passing over our network. We have no control over the data (including content) which passes to you or from you over the internet and/or our Service, and we are not responsible for any loss, damage or corruption of that data or content or the consequences of any such loss.

10.5 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. We do not exclude liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors or for any fraud or fraudulent misrepresentation.

10.6 We are not liable for certain losses. We have no liability to you for any loss of business, loss of profit (whether direct or indirect), loss of income, for any business interruption, loss of opportunity, loss of or corruption of data, loss of goodwill or for any indirect and consequential loss arising from our Agreement.

10.7 Maximum liability for loss or damage to property. Subject to clauses 10.1 – 10.6, our maximum liability to you for loss of or damage to your physical property arising from our negligence or breach of this Agreement shall not exceed £50,000.

10.8 Maximum liability for other losses. Subject to clauses 10.1 – 10.7, our maximum liability to you for all claims arising under this Agreement (whether such liability arises due to negligence, breach of contract, or for any other reason) is limited to 125% of the amount you have paid in charges in the 12 months preceding your claim excluding VAT.

10.9 Indemnity. You agree to indemnify and compensate us for any costs, claims, damages, and other liabilities we may incur from third parties as a result of something you do (or don’t do) in relation to our Agreement, including your failure to comply with this Agreement.

10.10 Mitigation. You must always try your best to reduce any losses, damage or costs you may incur.

11. Changes to our Agreement

11.1 Minor changes to the Service. From time to time, we may change our Services to reflect, for example, a change to a law or regulation or responsibility that applies to us, to introduce new features or to change the way we provide our Service, to introduce new Equipment or to change Equipment, to implement technical adjustments, features and improvements or to deal with an unforeseen event.

11.2 More significant changes to the Service and our Agreement. We may also make other more significant changes to our Services, Equipment or to our Agreement from time to time. If we do make significant changes to our Services, Equipment or if we need to make changes to our Agreement, we will notify you and you may then contact us to end this Agreement in accordance with clause 12.2 below before the changes take effect.

12. Your rights to end our Agreement

12.1 You can always end your Agreement with us. You can end our Agreement at any time by giving at least 30 days’ notice by contacting us via your account on the brsk customer portal, by emailing us at support@brsk.co.uk or by writing to us at Unit H The Courtyard, Tewkesbury Business Park, Tewkesbury, UK, GL20 8GD. We will confirm when the Agreement and the Service we provide to you will end and charge you a prorated amount for the days, if any, outside of your Billing Cycle. If you terminate this Agreement during a Fixed Term, other than where such termination is due to a failure by us or as permitted in accordance with Clause 12.2 below, you will need to pay us the Early Termination Charges provided in clause 12.3 below.

12.2 You may end the Agreement because of something we have done or are going to do. You may end our Agreement without liability to us where we have advised you of an upcoming change to your Service or these Terms which materially disadvantages you and you have given us notice to end the Agreement within one month of us telling you about the change. You may end our agreement without liability to us where we are in material breach of this Agreement and where we fail to fix the breach within 30 days of our receipt of written notice from you telling us that we are in material breach of our Agreement.

12.3 Early Termination Charges. If you decide to stop receiving a Service under a Fixed Term Package (other than because you have a right to do that without paying an Early Termination Charge) within the Fixed Term, you will have to pay an Early Termination Charge. This is not a penalty charge. It covers the Service costs that we incur for the remaining part of the Fixed Term that you agreed to when you purchased the Service. Early Termination Charges only apply where you cancel your package within your Fixed Term. A summary of the monthly Early Termination Charges together with details of how these are calculated are provided in the Price Book.

13. Our rights to end our Agreement

13.1 When we may end the Agreement. We may end our Agreement and the Service we provide to you at any time by notice to you in writing and without liability to you if (i) you do not make any payment to us when it is due, and you still do not make payment within 7 days of us reminding you that payment is due; (ii) you fail a credit check, or the bank, debit or credit card details you gave us are invalid and/or incorrect; (iii) where we can’t provide the Service to your Home by the expected connection date for any reason (including where you do not provide us with access to provide installation services after a second visit); (iv) where any licence, permission or other approval you or we need to connect to our communications network provide the Service has ended, been withdrawn, been restricted or has stopped being valid, and has not been immediately replaced by a new licence, permission or approval giving you or us the necessary rights; (v) the details you gave us to enable us to provide the Service were significantly wrong or incomplete; (vi) where we determine you are in breach of our Acceptable Use Policy; (vii) you have failed to meet a material obligation (a significant requirement) of our Agreement and the matter cannot be put right; (viii) you engage in abusive, threatening or harassing or otherwise inappropriate behaviour towards our employees, representatives or agents; or (ix) you are in breach of this Agreement (other than a breach covered by clause 13.1(i) above) and you fail to fix the breach within the 30 days’ of written notice from us telling you that you are in breach of our Agreement.

14. Return of Equipment

14.1 Returning Equipment. When this Agreement ends for any reason, or you cancel your Order, you must return to us all Equipment we supplied to you to provide the Service within 14 days of the end of your Agreement or cancellation. Equipment shall be returned to us at our current address or as notified to you from time to time. We will pay for the cost of the return of the Equipment by providing you with a pre-paid postal package.

14.2 Condition of Equipment. You are responsible for ensuring that any Equipment is returned to us in good working order and undamaged. We will test any returned Equipment and if any are damaged other than through fair wear and tear, we will charge you the full replacement value and may recover those charges using your usual method of payment.

14.3 Costs if you don’t return Equipment. If you don’t return all Equipment within 14 days of the end of your Agreement or cancellation, or if any returned Equipment is damaged other than through normal wear and tear, we will charge you for the full replacement value of such Equipment and may recover those charges using your usual method of payment.

14.4 Broadband Network Equipment. Any Broadband Network Equipment installed will remain on your property and is not to be returned to us under clause 14.1.

15. Moving

15.1 Moving to a site inside our Broadband Network Service Area. If you move to an address within the Broadband Network Service Area during a Fixed Term and we are able to provide the Service to you at your new address, providing you agree to a new Fixed Term for your Services at your new address, you will not pay any Early Termination Charges. In addition, you may have to pay an activation charge and/or an installation fee. If you decide that you do not wish to continue with the Service at your new address and you are within your Fixed Term, Early Termination Charges may apply up to the amount of the remaining charges for the Fixed Term.

15.2 Moving to a site outside our Broadband Network Service Area. If you are moving to an address that is not within a brsk broadband network service area during a Fixed Term then you may still have to pay any Early Termination Charge due for the remainder of the Term, either on a pro-rata basis or wholly, at our discretion and subject to any additional terms and conditions that were included when you signed up. You must not, and you must procure that third parties do not, remove, disconnect, or power down the ONT or brsk Equipment.

16. Confidentiality.

16.1 Confidentiality. When you or we exchange confidential information (information which you or we mark as confidential or which is clearly confidential) relating to the other, the receiver of that confidential information (the receiver) will keep such confidential information private and confidential. We may give your confidential information, to the extent necessary and in strict confidence, to our employees, agents, affiliates and subcontractors who are involved in providing or using the Service, as the case may be. The receiver will not release any of the provider’s confidential information to any other person without the provider’s permission in writing. The confidentiality obligations in this clause will not apply if any court, government or regulator requires the receiver to reveal the confidential information (but only to the extent required by law). The confidentiality obligations in this clause do not extend to confidential information which (i) becomes available to the public in a way other than through the receiver’s negligence or failure to meet an obligation under this Agreement (ii) the receiver already knew before the provider gave it to them; or (iii) which was given by a third party who did not receive it in confidence. This clause will remain in force after our Agreement or any part of it ends.

17. Privacy and Data Protection

17.1 How we will use your personal information. We will use the personal information you provide to us in accordance with our Privacy and Cookie Policy which is available for you to read on our Website.

17.2 Our Privacy and Cookie Policy. Please take time to read our Privacy and Cookie Policy which applies to the use of your personal and other information by us and our group companies.

18. Telephone Services

18.1 We may not offer all features of a traditional phone line. You understand that our telephone service may not offer all the features you may expect from a traditional phone line. Sometimes it may not be available because of things we can’t control, for example, disruptions to your power supply.

18.2 Phone numbers. Any phone numbers we allocate to you do not belong to you. You do not have any rights in the phone numbers. You must not try to register any of our phone numbers as a trademark, service mark or web address, whether on its own or with some other words or trading style. You are not entitled to sell or transfer any phone number allocated to you, except where allowed by law.

18.3 Our right to withdraw number. If necessary for commercial, operational or technical reasons, or in order to meet the requirements of any relevant authority, we can change or withdraw any phone number or code, or group of phone numbers or codes, allocated to you. We will not be liable for any costs, inconvenience or losses you suffer as a result of any such change or withdrawal. We will use our reasonable efforts to give you reasonable notice of the change or withdrawal.

18.4 Ofcom classifications. If we allocate you a number which falls within a range of numbers which Ofcom (or any other relevant authority) classifies as being for a particular type of service, you must make sure that any service you provide on that number is in line with its classification. In particular but without limitation, you must ensure at all times that your use of any number allocated to you is in accordance with Ofcom’s “National Telephone Numbering Plan” and the “Non provider Numbering Condition” (in each case as updated or varied from time to time). We may suspend or terminate any number allocated to you if you are utilising such number in breach of this clause.

18.5 Emergency Services. Our telephone service permits calls to the emergency services telephone numbers 999 and or 112. It should be noted that calls to any of these services will not connect if there is a power cut in your premises and/or the internet service line providing your premises fails. If you are not solely reliant on your broadband connection for call access to the emergency services using telephone numbers 999 and or 112 and / or have telecare or other lifeline services provided using your broadband connection because you have chosen to retain your existing copper wire phone line to your Home, you have access to a mobile phone that has good indoor coverage and / or have access to any other alternative, a power outage will not affect these call services and / or telecare or lifeline services that use that connection. It will not be necessary for us to provide a technical solution to ensure our Service provides call access to the emergency services in the event of power cut.

18.6 Registration of your address. Where we provide you with phone lines and numbers, each number is associated with a particular site. Such phone numbers have a ‘calling line identity’ (“CLI”) identifying that site. The CLI is given to the emergency services so they can find the location of anyone who calls 999 or 112 emergency services from the line. If you move the phone number to another site, the CLI the emergency services get when anyone calls 999 or 112 from that number will be that of the original site and so the emergency services will not know the caller’s correct location and may go to the wrong location. If you move the phone number, you must provide a phone facility with a CLI for the site the number has been moved to. We will not be responsible for any loss, damage or injury caused as a result of the phone number being moved from the original site.

18.7 Number Porting. We will take reasonable steps to help you if you want to move your phone number from our network to another provider’s network or from another provider’s network to ours if you tell us you want to do this when you place your Order or want to leave. Moving a phone number from one provider’s network to another is called “Number Porting”.

18.8 Number Porting Process You’ll tell your existing provider that you want to move your phone number and find out what they need you to do to in connection with this. Sometimes Number Porting isn’t possible. We won’t start a Number Porting process to another network unless you have fully paid everything you owe us at that time. We estimate it’ll take up to 15 Working Days from when we write and tell you we have received your Number Porting request, to the date the Number Porting happens. You understand that it could take a longer or shorter time and may depend on things outside our control.

18.9 Number Porting Date. If you are moving your phone number to our Network, we’ll send an email to your Registered Email Address telling you this date (the “Porting Date”). You can use your number with your existing service until Number Porting of your old number has happened after the Porting Date.

18.10 Porting Delays. If you ask for Number Porting, the new and old network providers need to work together to get the new network ready for your phone connection. We call things they need to do the “Activation Steps”. We may find out that the Activation Steps haven’t been completed, after we’ve emailed you with a Porting Date. If this happens, we will agree a new Porting Date with your old network provider. We’ll send you another email to your registered email address with this new Porting Date, which will replace the previous Porting Date. If we need to change your Porting Date in this way, you can’t treat it as a delay or as us mishandling the Number Porting and we won’t have to compensate you for changing the date.

18.11 Our mishandling of your Number Porting. If you are moving your phone number to our network and we have genuinely mishandled your Number Porting, please contact us and we will resolve your complaint in accordance with our Customer Complaints Policy.

18.12 Call Limits. Our Acceptable Use Policy applies to all calls you make using our telephone service. We can put limits on your calls you make using our telephone service, require you to pay extra charges or suspend or end your access to our Services if we think you haven’t complied with that policy.

19. Other important terms

19.1 We may transfer this Agreement to someone else. We may transfer our rights and obligations under this Agreement (including any sums owed to us by you or which may become due to us) to another organisation without your consent. We will always tell you in writing if this happens and we will ensure that the transfer will not disadvantage you or result in a reduction of your rights under this Agreement.

19.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under this Agreement to another person if we agree to this in writing.

19.3 Promotions. Unless you have ticked the relevant box on the Order, or you have told us otherwise in writing, you agree to be involved in any press release, promotional material or case studies relating to our Agreement which we reasonably request.

19.5 Nobody else has any rights under this Agreement. This Agreement 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 Agreement or make any changes to these Terms.

19.6 If a court finds part of this Agreement illegal, the rest will continue in force. Each of the clauses of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining clauses will continue in full force and effect.

19.7 Even if we delay in enforcing this Agreement, we can still enforce it later. If we do not enforce these Terms against you straight away, or if we delay in taking steps against you in respect of your breaking this Agreement, it will not prevent us taking steps against you at a later date.

19.8 Terms which remain in effect after termination. Any provision of this Agreement that expressly or by implication is intended to come into or continue in force on or after termination of this Agreement shall remain in full force and effect.

19.9 All of the Terms are included. Your Agreement with us sets out everything we are agreeing between us about our providing you with your Services. It replaces any previous agreement or understanding between you and us about those Services or any warranty or other terms which are implied by law.

19.10 Termination won’t affect prior rights. Termination of this Agreement shall not affect any rights, remedies, obligations or liabilities that have accrued up to the date of termination, including the right to claim damages in respect of any breach of the Agreement which existed at or before the date of termination.

19.11 Disputes. If there is a dispute between you and us in connection with our Agreement, and you and we cannot settle the dispute between ourselves within 30 days of giving the other notice of the dispute, you or we may refer the dispute for arbitration, or to the courts of England. While the procedure set out in this clause is being followed, and during any legal proceedings which may be ongoing or pending, you and we will both continue to meet our obligations under this Agreement, but nothing in this clause prevents you or us from ending this Agreement in line with these terms and conditions.

19.12 Which laws apply to this Agreement and where you may bring legal proceedings. These Terms are governed by English law, and you can bring legal proceedings in respect of the Service in the English courts unless either party refers the matter to arbitration in accordance with Clause 19.10.

19.13 Complaints. We are fully committed to dealing with all complaints, fully and fairly, and within a reasonable time. Our Customer Complaints Policy explains how to make a complaint and how to escalate a complaint further, if required.

19.14 How to contact us. Details of how to contact us are maintained on the ‘Support”, “Help” and “Contact Us” pages of our Website.

19.15 How we may contact you. If we need to contact you regarding your Service, we will do so by phone or by writing to you at the email address or postal address you provided to us in your Order. We may send customer service announcements to you by email, WhatsApp or SMS text message. Please ensure that you tell us immediately if any of your contact details change.

20. Definitions

For the purpose of our Agreement, the following terms have the following meanings:

“Acceptable Use Policy” means our fair and acceptable use policy which can be found on our Website.

“Activation Charge” means a one-off charge levied at the commencement of Service of an amount described in the Price Book.

“Affiliate” means in respect of either you or us (as applicable), any holding company and any subsidiary company, or subsidiary of such holding company, or where such holding company is a co-controlled company any of its holding companies or its subsidiary companies (as defined in Sections 1159 of the Companies Act 2006);

“Broadband Network Equipment” means the equipment we install from the connection point outside the Home to the internal network termination point which enables connection to our network and which remains our property at all times. This may include any overhead fibre optic cables and underground fibre optic cables and ducts and the internal network termination point.

“Broadband Network Service Area” the geographical area within the United Kingdom where brsk’s Services are available to customers.

“Controller” has the meaning set out in the GDPR.

“Early Termination Charges” means the early termination charges described in the Price Book payable when you terminate your Agreement within a Fixed Term.

“Equipment” means the equipment we supply to you, including the Broadband Network Equipment, as an essential part of providing the Service (including upgrades or replacements and additional Services) which will be our property at all times. This may include the broadband router, the fibre box (ONT), power adaptors, TV Box, BetterWifi mesh, battery back-up or other suitable technical solution (subject to eligibility) telephone equipment and ethernet cables.

“Fixed Term” means the duration of the Fixed Term Package which you have Ordered and which we have confirmed in our Order Confirmation.

“Fixed Term Package” means a Service you have Ordered which we have confirmed in our Order Confirmation which is for a Fixed Term.

“Home” means the premises or property described in your Order at which the Equipment is or will be installed and at which our Services will be performed.

“Monthly Rolling Package” means a Service provided on a rolling monthly basis.

“Non-standard Installation Charge” means a one-off charge levied at the commencement of Service of an amount described in the Price Book.

“Order” means an order for the Service made by you either via our Website or by telephone describing the details of the Service you require (and the term “Ordered” shall be construed accordingly).

“Order Confirmation” means an email confirmation of your Order in which we accept your Order.

“Price Book” means our price book for business customers which can be found on our Website.

“Service” means the broadband, TV and any additional services described in our Price Book which is Ordered by you and provided by us as shown in your Order Confirmation.

“Service Credits” means any amount, as set out in our Service Level Agreement, we will credit against the charges if we fail to meet the levels of service set out in the Service Level Agreement.

“Service Level Agreement” means our service level agreement set out in the Schedule 1 to these Terms.

“Standard Installation Charge” means a one-off charge levied at the commencement of the Service of an amount described in the Price Book.

"TV Box" means the brsk set-top-box which allows you to use the TV service.

“we”, “us” or “our” are references to Brsk ISP Limited trading under the name of ‘brsk’.

“Website” means the brsk website.

“Working Day(s)” means any weekdays excluding Saturdays, Sundays and public holidays in the United Kingdom.

“You” and “your” are references to you, the customer of brsk.

Last updated 1 December 2025.

Brsk Residential Service Terms and Conditions - 1 November 2021 to 12 October 2025

This document outlines the terms and conditions for customers who have ordered a brsk Home Broadband service, and other brsk services (“The Service”). It will inform you about our service, how we provide the service, how either you or us can cancel the service, and what to do if there is a problem.

These terms and conditions refer to, and are made up of the following documents which are available on our website, www.brsk.co.uk, or are sent to you by email:

• These Terms and Conditions, including all applicable Schedules
• Your Order Confirmation (the email we send you when we accept your order)
• Our Price Book
• Our Fair & Acceptable Use Policy
• Our Complaints Code of Practice

Together, these comprise the “Agreement”.

If there is any conflict between these documents, the document closest to the top of the list takes priority. For any conflict on pricing between these documents, your Order Confirmation takes priority, followed by our Price Book. Similarly, any promotional terms (per your Order Confirmation) will take priority over these terms.

1. About us

Brsk ISP Limited is a limited company registered in England and Wales under company number 13853894, with registered office at Unit H The Courtyard, Tewkesbury Business Park, Tewkesbury, United Kingdom, GL20 8GD. In this agreement, “we”, “us”, and “our” refer to Brsk ISP Limited.

2. About you

For the purposes of this Agreement, “you” means the private individual who placed an order for The Service.

3. How to contact us

You can contact us by logging a ticket on our website, on your brsk account portal, by emailing us at support@brsk.co.uk, or by writing to us at our business address which will be specified on our website from time to time.

4. How we can contact you

Should we need to contact you, we will do so by phone, or by writing to you at the email address provided when you placed an order for The Service. We may send you updates and announcements via email, text message, or through an app from time to time.

5. Ordering your Service

5.1 How to place an order. You can place an order for The Service through our website, or where applicable through one of our sales representatives in person or by telephone. When you place an order, you must provide us with your name and surname, a valid email address a valid contact number and payment details, we will in turn create a Brsk user account for you. When you place an order, you must provide us with the physical address where you would like The Service to be provided, and we will check whether we are able to provide you with The Service at the said address. We can only provide The Service to addresses where we have existing network coverage, or as we build the network, where it will become available. If you place an order where we are unable to provide you with The Service, we will let you know.

5.2 Accepting your order. If we accept your order, we will send you an email confirmation. At that point, the Agreement comes into effect and become legally binding on you and us.

5.3 What you have ordered. Your Order Confirmation will contain the details of The Service you have ordered.

5.4 The contract term. The Agreement may be subject to a minimum term and will be specified in your confirmation email. The term of The Service will start on the Activation Date, the date on which you start receiving a broadband service. Refer to below terms on how either party may cancel the service.

5.5 You must be at least 18 years old when you place an order with us.

5.6 Our right to perform a credit check. By placing an order with us you agree that we, or third parties acting on our behalf, may carry out credit checks on you using the information you provided when you placed your order.

5.7 Your right to cancel within 14 days. You have the right to contact us to cancel your order within 14 days of receiving your order confirmation. You must let us know in writing that you wish to cancel your order. You can do so by logging a ticket through one of our support channels or emailing us at support@brsk.co.uk. If we have already completed an installation inside your home before the 14 day cooling off period, and you have started using The Service, we reserve the right to charge you for The Service received after the cooling off period on a prorate basis. We also may charge you for any applicable installation costs. If we have installed equipment inside your home, you must pay for the cost to return the equipment to us within 14 days of your cancellation. The contract will not end until the equipment has been returned.

5.8 Service availability. The Service is only available in the United Kingdom.

5.9 We reserve our right to cancel an order received without reason before we install our equipment and The Service is activated.

5.10 Your existing broadband or phone services will not end automatically. If you have an agreement in place with another provider for a broadband or phone service, you will need to continue paying them for those services until you end them. They may decide to charge you a cancellation fee. We are not responsible for any charges you may incur from an existing provider.

6. Installing and Activating The Service

6.1 Consent and permission to install. If you have the legal right to do so, you must allow us to access your property, to install our equipment in order to provide The Service to you. You must obtain any licences and permissions that enable us to install, operate and maintain The Service. If you do not have the legal right to agree to allow us to do the things above, you must obtain the consent of the person or people who can consent to us doing those things, and you must ensure that that person or people obtains any licences and permissions that enable us to install, operate and maintain The Service. We reserve the right not to install The Service until we are satisfied that we have all the relevant consents and permissions that we need.

If you, or any applicable third party, fail to grant, obtain, or maintain all of the relevant licences, consents and permissions then we will not be obliged to provide the Services at the property and we may terminate this Agreement and you must pay us any costs or damages as a result of failure to obtain the said licences, consents and permissions.

6.2 Arranging an installation. We will need to install our equipment inside your home for you to use The Service. You will be provided with the option to self-schedule a suitable installation date and time when placing your order. If you are unable to schedule an installation when placing an order, we will make contact with you to arrange a suitable time. Our installation teams work to agreed standards and only use approved equipment. Unless otherwise stated, or agreed with you, our installation fees are charged as per our Price Book.

6.3 The installation team will have your contact details. We work with approved third-party installation partners. These teams will have your contact details so they can keep you updated and let you know of any changes to your installation. They will only use your details in accordance with our Privacy Policy. You may also contact them should you wish to verify their identities or query your installation.

6.4 Access to your property. Our installation teams will need to access your property to route the fibre cable from the closest demarcation point in the street, to your preferred location inside your home, whereupon they will install the fibre equipment. If they do not have access to your property, the installation may be cancelled, and you may be liable for a cancelled appointment fee. We will try to contact you to reschedule the appointment.

6.5 We will cause as little disturbance as possible. When performing the installation our teams will use all reasonable efforts to cause as little disruption as possible. We will repair or replace, to your reasonable satisfaction, damage beyond that which would be caused by a reasonably proficient installer that we, or our partners, may cause inside your home. This does not include general tidying up, vacuuming, or wiping surfaces, which is your responsibility.

6.6 Non-Standard Installations. In some situations, we may be required to do a non-standard installation due to the length of the access route, or surfaces requiring special reinstatement. If we have to do a non-standard installation, we will need to perform an assessment of the cost, and we will provide you with a written estimate. If you approve this work, this additional once-off cost will be added to your first month’s invoice.

6.7 Our technician will perform a risk assessment before commencing work. If an installation technician decides that it is not feasible or is unable to perform the installation due to safety concerns, we will not proceed with the installation. We will notify you and attempt to resolve the concern with your help so we can try to complete the installation as soon as possible.

6.8 Someone over 18 years must be present. There must be someone over 18 years old present at the property for the duration of the installation.

6.9 Changes to your requirements. If your requirements change, including a change in the route of the cable used to deliver the Service, or term of the contract, it may change our ability to perform a standard installation and affect how we charge you.

6.10 If the installation cannot be completed. Our technician will do their best to complete the installation. However, if they are unable to do so for whatever reason including safety concerns or route complexity, our technician will ask you that another appointment be scheduled. You may be charged for a Non-Standard Installation in this situation per clause 6.6.

6.11 Activation date. We will activate your service after the installation has been successfully completed. Alternatively, if you already have an existing installation of our equipment inside your home and only require a Service activation, we will only activate The Service once an order has been placed and payment has been successful.

7. Equipment

7.1 The equipment remains our property. In order to provide the service to you, we will install an ONT (Optical Network Terminal) and a Brsk WiFi Router inside your home. This equipment remains our property and is kept at your home. You are responsible for looking after the equipment. You must ensure that the equipment remains at your home, and is kept safe, plugged in, and powered on, even if you leave your home, or stop using The Service, unless we request that you return the equipment to us.

7.2 If the equipment is faulty. If the ONT or Brsk router becomes faulty other than for due to your, or a third party’s, act or omission, we will repair or replace it. If you or a third party damage the equipment or it becomes faulty due to your, or a third party’s, act or omission, you must pay for its replacement.

7.3 Relocating the equipment. If you want to move the equipment inside your home after the installation has been completed, you will need to pay for a re-installation as per our Price Book. We will inform you of this before any work takes place.

8. Paying for The Service

8.1 How we calculate our monthly charges. You must pay for The Service and charges that were agreed when you placed your order and set out in your order confirmation email. The amount payable is due in advance of using The Service. Your first invoice will include any applicable once off charges. Your first invoice will be charged to your chosen payment method once your service has been activated. If your activation date is different from your chosen billing date, we may charge you a pro rata amount for the days between your activation date and your first chosen billing date. The charges and fees that apply will be published in our Price Book or as provided to you on your order confirmation. These may change from time to time, and we will notify you of any changes in advance. We will provide you with a monthly invoice showing the breakdown of fees for The Service.

8.2 How we collect our monthly charges. We will collect our monthly fees by recurring credit or debit card so that your payment can be taken automatically each month. You can set up and manage your recurring card details by logging into your Brsk customer account portal. It is your responsibility to ensure that your card details are kept up to date. When you place your initial order for an installation into your home, you will be required to enter your card details. These details will be stored for subsequent payments by a 3rd party payment processor who is PCI-DSS (Payment Card Industry Data Security Standards) compliant. We may introduce additional payment options from time to time.

8.3 Rolling term contract. If The Service has no minimum term, or if the minimum term of The Service has passed, we provide The Service on a monthly rolling contract term, which continues on a month-to-month basis until cancelled. Your contract term is aligned with your billing cycle and runs from the date The Service was initially activated, on the same date each month. We may change your monthly billing date from time to time and, if we do, we will notify you in advance..

8.4 Price changes.

8.4.1 We may decrease our charges and fees at any time.

8.4.2 We may increase our charges and fees by an amount equal to any increase in the rate of Value Added Tax or any other directly and specifically applicable taxation charge or regulatory levy imposed by mandatory provisions laid down by Government or regulatory authorities, payment of which is compulsory.

8.4.3 We may increase our charges and rates, or introduce additional charges, at any time, but these will not apply to you while you are within a fixed minimum term. If we increase your price, we will give you at least one month’s notice and you will be entitled to contact us and cancel The Service if the new price is not acceptable to you.

8.5 If you do not pay. If we do not receive your payment on time and in full for whatever reason, we may:

8.5.1 Suspend The Service;

8.5.2 Require regular instalment payments;

8.5.3 Terminate The Service;

8.5.4 Recover funds from you.

8.6 If your payment fails. We will notify you immediately and request that you log into the Brsk customer account portal to update your card details and make payment. If you fail to make payment after further written notice, we will terminate The Service within 3 days. To re-start The Service, you will be required to pay any outstanding amounts. We reserve the right not to provide you with new services until we receive outstanding payment.

8.7 We can charge you interest and fees. If you pay us later than the due date, we may charge you interest on the overdue amount. This is calculated at 4% per annum above the base lending rate of Barclays Bank from time to time. You must pay this, together with any reasonable costs incurred by us to collect this amount. Interest accrues daily from the due date, until the date of actual payment. We may charge you, and you must pay, the interest, the overdue amount, and any cost to collect.

9. Using The Service

9.1 Acceptable use. You must abide by, and ensure that anyone who uses The Service abides by, our acceptable usage policies that are available on our website. You must not, and must ensure that anyone who uses The Service does not, use the Service for commercial or business purposes. We may monitor The Service including the type of traffic and traffic volume to detect or prevent breaches of our acceptable use policies. We reserve the right to suspend or cancel The Service if, acting reasonably, we consider that there is, or has been, a breach of our acceptable use policies.

9.2 You will be allocated a dynamic IPv4 address free of charge. We may change the IPv4 address allocation at any time. It may also be placed behind a Network Address Translation (CGNAT) system at our discretion. If you want a public static IPv4 address, you can place an order and pay a monthly fee for it, subject to availability.

9.3 You will be allocated a static range of IPv6 addresses free of charge. We may change the IPv6 address allocation at any time.

9.4 You do not own any IP addresses which we allocate to you. Any IP addresses we allocate to you remain our property.

9.5 Faults. When we become aware of a fault on our network outside of your property boundary we will endeavor to diagnose and repair the fault within one working day. You can report a fault to us via the Brsk customer portal or by emailing us at support@brsk.co.uk. We will aim to have faults resolved as soon as possible and may issue you with a ticket, case or reference number for subsequent engagements / follow up queries on the same issue.

9.6 We cannot guarantee a fault free performance. Your internet access may vary from time to time. This is due to the use of shared networks, access to third party content and factors outside of our control. Furthermore, The Service speed that you experience over your Wi-Fi may vary due to the limitations of your home environment (e.g your home wall thickness, router position and its capability). Additional router equipment can be supplied by us at the time of order or at a later date as a separate monthly service fee. We will not be held responsible for any reduction in speed caused by your own equipment or devices.

9.7 We may restrict or suspend all or part of The Service if, in our reasonable opinion, you fail to comply with your obligations under this agreement, or if we consider it is necessary to do so:
9.7.1 To stop or mitigate any security or integrity incident, threat or vulnerability, or problem or attack affecting our network, equipment, or The Service (including any equipment, or services provided to another customer);
9.7.2 To deal with behaviour which, in our reasonable opinion, amounts to misuse of The Service; or
9.7.3 To comply with a legal obligation.

9.8 We will comply with all laws, regulations and codes of practice when providing the services to you.

10. Your Right to Terminate The Service

10.1 You can always end your contract with us. Your right to cancel the contract will depend on when you decide to cancel the contract, and how we are performing. For information on how to cancel within a 14 day cooling off period, please refer to clause 5.7.

10.2 You can terminate the Agreement by giving notice to us, if:

10.2.1 We have materially breached the Agreement;

10.2.2 We have stopped providing The Service for technical reasons, or inform you that we are going to suspend The Service for a period of more than 5 days other than where we do so in accordance with clauses 8.5, 9.7, or 11.1.

10.2.3 We have made an error on the price or description of The Services you ordered;

10.2.4 We increase your price in accordance with clause 8.4.3; or

10.2.5 We vary this Agreement in a way which causes you material detriment.

10.3 You can end the contract, or terminate specific additional services, because you have changed your mind. If we are not at fault and none of the reasons in 10.2 apply, you must give notice in advance of your next billing cycle (at least 30 days’ notice). By way of example, if your billing cycle is ordinarily on the 6th of each month, and you cancel on the 4th of the month, you will still be required to pay for the next billing cycle and your service will cancel at the end of this cycle.

10.4 If you want to cancel your contract. You need to log into your Brsk account portal and select to cancel your current broadband service.

10.5 Notice period. All cancellations other than those covered by clause 5.7 require a minimum of 30 days’ notice. If you cancel the contract, or terminate specific additional services, within a minimum term period that is longer than 30 days, you will be required to pay a service termination fee. The service termination fee will depend on how much time is left on your minimum term. We will advise the amount payable for the service termination fee once we acknowledge receipt of your request. See clause 19 for details on how to give notice.

10.6 Reservation of rights. We fully reserve the right to request that the equipment provided to you during the term of this agreement be returned to Brsk at your cost to our offices as per our website from time to time.

11. Our Right to Terminate The Service

11.1 We may either or both suspend all or part of The Service or terminate the Agreement immediately (and without giving you notice) if:

11.1.1 You materially breach this Agreement and do not put things right within reasonable time, or if you repeatedly breach the Agreement.

11.1.2 We do not receive payment from you in full when we are supposed to.

11.1.3 You use The Service in breach of our acceptable usage policy.

11.1.4 If we suspect any form of fraudulent activity.

11.1.5 If we have reason to believe that you have provided us with false information.

11.1.6 You use the Service for commercial or business purposes.

11.1.7 You threaten, verbally abuse, or endanger our employees or staff, or our partners.

12. Complaints Procedure

12.1 We will do our best to resolve any complaint or dispute that you may have. To make a complaint, you must follow our Complaints Policy. You must begin this by emailing complaints@brsk.co.uk. Our Complaints Policy can be found on our website and covers all aspects of lodging a complaint as well as how to take it further, should you need to. You must bring any complaint promptly, and provide promptly all information, which must be complete and accurate, which we reasonably request to assist us in handling your complaint.

13. Upgrades and Downgrades

13.1 Upgrades take place immediately. You can upgrade The Service via the Brsk account portal at any time during the month. The Service will be upgraded immediately. You will pay the prorate amount for the outstanding period that is left on your current billing cycle at the start of your new billing cycle. You will pay for the upgraded Service in advance at the start of the new billing cycle.

13.2 Downgrades take place at the end of your current billing cycle. If you are on a month-to-month package, you can notify us of the downgrade of The Service at any time in the month via the Brsk account portal, however the downgrade of The Service will take place at the end of the billing cycle. We will collect the monthly fee amount for the new Service in advance of the next billing cycle. If you're on a fixed contract, you will not be able to downgrade your service for the duration of the contract, however, you are free to upgrade it at any time.

14. Changes to the Agreement

14.1 Reservation of the right to vary. We may vary this Agreement from time to time.

14.2 Notification of variations to the Agreement. We will notify you if we vary this Agreement. You can contact us if you have questions or concerns about how the changes affect you.

14.3 Right to terminate: if we vary the Agreement in a way which causes you material detriment, you have the right to terminate the Agreement in accordance with clause 10.2.5.

15. Moving home

If you are moving home, you are responsible for cancelling The Service with us. You must terminate The Service at least one billing cycle in advance of moving. If you move home during a minimum term period, you may still be liable to pay for charges due for the remainder of the term, either on a pro-rata basis or wholly, at our discretion and subject to any additional terms and conditions that were included when you signed up. You must not, and you must procure that third parties do not, remove, disconnect, or power down the ONT or Brsk Wi-Fi Router.

16. Troubleshooting

We aim to deliver a high-quality Service, but we cannot (and do not) guarantee a fault-free Service. Should something go wrong, we want to help you restore The Service, and we will use our reasonable efforts to do so quickly. The support team will endeavour to identify the cause of the issue over the phone, email, or live chat as soon as reasonably possible, during the support hours set out on our website.

16.1 Wireless interference. Many of the problems experienced with broadband connectivity are caused by using wireless connections within the premises (Wi-Fi). If you experience problems with your broadband quality, our support channels may need you to connect a wired device to the Brsk router using an Ethernet lead – this will help them determine whether there is a problem with The Service, or whether the problem is caused by wireless interference between your Brsk router and your device(s), or by other means.

16.2 Service quality. We aim to provide a high-quality, continuous service to the point of entry to your premises. We cannot guarantee a high-quality wireless signal from your Brsk router everywhere within your premises, as the signal quality is affected by factors outside our control. Our support team can suggest consumer products that have been designed to overcome the issue of wireless distribution within the premises.

16.3 Technician visits. Occasionally a technician visit will be necessary to investigate or fix a faulty service.

16.4 Charges for technician visits. Visits are free of charge should the problem be found to lie within the Brsk network and where the fault lies with Brsk. In the event that the fault is as a result of negligence by you or should there have been damage to the ONT or the Brsk router, you must pay for the repair or replacement. You must pay for the technician's visit if the fault lies on the customer side of the network and these charges are set out in the Price Book which can be found on our website.

16.5 We may monitor and record phone conversations to our support team. In order to improve the way in which we support you and our customers, we may record conversations for training purposes.

17. Non-availability of The Service, and force majeure

We will use reasonable efforts to give you a minimum of five days’ notice by email should we need to conduct maintenance and support work on our network, although this may not always be possible if the problem is urgent or an emergency.

Neither party will be liable to the other for any delay or failure in the performance of that party’s obligations caused by events outside that party’s reasonable control, but only if that party promptly notifies the other of the circumstances of the event. This clause does not apply to your obligation to pay any sums due under this agreement.

If the event persists for 28 days or more, the party not affected by the event may give notice to the other to terminate this agreement with effect from a date specified in the notice without penalty or other liability (except for any liability on your part to pay any sums due under this agreement).

18. Limited Liability

18.1 You are responsible for the information passing over our network. Brsk assumes no responsibility for the integrity of the information transported via the Brsk Network.

18.2 All conditions, warranties or terms which might have effect between you and us, or be implied or incorporated into this agreement (whether by statute, common law or otherwise) are excluded to the extent permitted by law liability, including the implied conditions, warranties or other terms as to satisfactory quality, fitness for purpose or the use of reasonable skill and care.

18.3 Neither party limits or excludes its liability to the other for personal injury or death caused by its negligence, for fraud or fraudulent misrepresentation, or for any matter for which, at law, a party cannot limit or exclude its liability.

18.4 You do not limit or exclude your liability for any indemnities in this Agreement, or for sums due under it.

18.5 Subject to clauses 18.1 - 18.4, neither party shall be liable to the other for special, indirect, or consequential losses, nor for the following types of loss, whether direct, indirect, special or consequential, in each case however caused:

18.5.1 financial loss (other than in respect of sums due from you to us under this agreement), including loss of profits, earnings, business, goodwill, business interruption;

18.5.2 expected or incidental losses; loss of expected savings; loss of sales; failure to reduce bad debt; reduction in the value of an asset; and

18.5.3 loss of, or corruption to, data.

18.6 Subject to clauses 18.1 - 18.5, our total liability to you in respect of all breaches of this agreement by us relating to The Service is a “money back guarantee”, meaning the lesser of:

18.6.1 a pro-rata sum of the price you paid for the Service to which the breach relates, for the period in which we were in breach of this agreement; and the amount you paid for The Service for the month in which you notified us of the breach.

18.7 You are responsible for maintaining the security of your internal network from unauthorized access or breaches of your network security.

18.8 You are responsible for your own equipment. We are not responsible if The Service does not work because your own equipment does not work with The Service, or due to faults of 3rd party networks, over which we have no responsibility. This includes any inability to access services on the Internet, where the fault lies outside our network.

19. Notices

19.1 To give notice (except for the service of court proceedings), a party must either:

19.1.1 Email the other party’s nominated email address for service. In our case, this is support@brsk.co.uk. In your case, this is any email address which we you have on file for you.

19.1.2 Send the notice by post to the other party’s nominated postal address for service. In our case, this is our registered office address. In your case, this is the address at which The Service is installed, or any other address we have on file for you.

19.1.3 If we make functionality available on our website to carry out a specific action (e.g. to terminate the Agreement or cancel all or part of The Service), you may use that functionality.

19.2 If you want to change your email address or postal address for service, you must notify us and the change will take effect from the date on which we confirm that we have changed your address.

19.3 To give notice for the service of court proceedings, a party must use a signed-for postal service which provides proof of delivery, or by courier, and must address that notice:

19.3.1 to us, addressed to the Managing Director, and sent to our registered office address; and

19.3.2 to you, to the most recent address which we have on file for you or, where no such address exists, to an address which we reasonably believe is linked with you. We may instead serve you by email, if we are not reasonably able to serve notice to you by post or courier.

20. General Terms

20.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under this Agreement to another organization, whether by assignment, novation or otherwise. We will tell you if this happens and will make sure it does not affect your rights under the contract.

20.2 This agreement is between you and us. You may not transfer your rights to someone else. However, we may take instruction from someone else that we think is acting with your permission.

20.3 This agreement is made under English and Welsh law. Any dispute, or any other matter arising out of or in connection with this Agreement (including non-contractual claims) will be decided in the English or Welsh courts. In addition to your rights under this clause, you may refer a dispute to our alternative dispute resolution scheme, of which details are available on our website, if:

20.3.1 you are a domestic or small business customer, as defined in Ofcom’s General Conditions of Entitlement;

20.3.2 the dispute is in connection with our provision of The Service to you; and you are entitled to refer the dispute to our alternative dispute resolution scheme.

20.4 To bring any claim arising from, or in connection with The Service or this Agreement, including non-contractual claims, a party must bring the claim within 12 months of the date on which the cause of action accrued. You must have exhausted our Complaints Policy (set out in clause 12) before bringing a claim.

21. Miscellaneous

21.1 A person who is not a party to this agreement has no rights under this agreement. This includes any users you may have.

21.2 If any part of this agreement is found to be invalid or unenforceable by any court, this shall not affect the other provisions of this agreement and those provisions shall remain in full force and effect.

21.3 If a party fails to exercise a right or remedy, this failure shall not prevent that party from exercising that right or remedy subsequently for that or any other incident.

21.4 A waiver of any breach or provision of this agreement will only be effective if made by email or in other writing.

21.5 Nothing in this agreement establishes any partnership, joint venture, or agency. You shall not hold yourself out as being an agent, partner, representative or otherwise being entitled to bind us.

22. Last Updated.

These Terms and Conditions were last updated on 1 November 2021.

23. After This Agreement Ends.

Any features or services that are provided for free with or as part of The Service will end on the same day as the Agreement ends.

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Schedule: “BetterWiFi” Mesh Wi-Fi service

This document outlines the terms and conditions for customers who have ordered a Brsk home broadband service, and other brsk services (“The Service”). It will inform you about our service, how we provide the service, how either you or us can cancel the service, and what to do if there is a problem.

1 Applicability

1.1 This schedule applies if you subscribe to our 'BetterWiFi' mesh Wi-Fi service.

2 Term and termination

2.1 This paragraph 2 is subject to paragraph 6.2.

2.2 Unless terminated earlier in accordance with the Agreement, the mesh Wi-Fi service terminates automatically when the Agreement terminates or expires in respect of your broadband service.

2.3 To terminate the mesh Wi-Fi service while continuing with your broadband service:

2.3.1 If we provide your broadband service on a one-month rolling basis, you must give us at least 30 days’ notice of termination of the mesh Wi-Fi service.

2.3.2 If we provide your broadband service on any other basis, you may terminate the mesh Wi-Fi service by giving us at least 30 days’ notice, but you must pay us an early termination fee for the mesh Wi-Fi service based on the remainder of the term of your broadband service, as set out on the website.

3 Minimum speed guarantee

3.1 We may publish a “minimum speed guarantee” on our website.

3.2 If we do, and the mesh Wi-Fi service does not meet or exceed that minimum speed guarantee (subject to any limitations or restrictions on the website), you may notify us and terminate this Agreement (subject to you returning the mesh Wi-Fi equipment in accordance with paragraph 6.2) in respect of the mesh Wi-Fi service.

3.3 Paragraph 3.2 does not apply:

3.3.1 If you move or unplug the mesh Wi-Fi equipment, the ONT, or any other equipment we provide.
3.3.2 To power outages.

3.3.3 To failures caused by your, or a third party’s, act or omission (such as a change to the layout of your property, or the introduction of a source of electromagnetic interference).

3.3.4 If the failure is to due to a fault with, or damage to, to the mesh Wi-Fi equipment. (See paragraph 5 in respect of repairs and replacements.)

4 We continue to own the mesh Wi-Fi equipment

4.1 We continue to own the mesh Wi-Fi equipment which we provide to you. Nothing in the Agreement transfers ownership of the mesh Wi-Fi equipment to you.

5 You must look after the mesh Wi-Fi equipment

5.1 You are responsible for looking after the equipment.

5.2 If the mesh Wi-Fi equipment becomes faulty other than due to your, or a third party’s, act or omission, we will repair or replace it. If you or a third party damage the equipment or it becomes faulty due to your, or a third party’s, act or omission, you must pay for its replacement.

6 You must return the mesh Wi-Fi equipment

6.1 You must ensure that we receive the mesh Wi-Fi equipment within 30 days of the date of notice of termination. You must send it to the address which we notify to you or set out on our website. You must pay the costs of returning the mesh Wi-Fi equipment. You are responsible for packing the mesh Wi-Fi equipment and sending it so that it arrives with us, and is undamaged. You may wish to insure the return delivery, to a value of £99 per mesh Wi-Fi access point.

6.2 If you terminate the Agreement, or the Agreement expires, termination or expiration (as relevant) is not effective until we have received the equipment which you are required to return.

6.3 We may charge you, and you must pay, an administration fee of £99 per mesh Wi-Fi access point:

6.3.1 for each mesh Wi-Fi access point which we have not received in accordance with paragraph 6.1.

6.3.2 for each mesh Wi-Fi access point which we receive which is damaged beyond what we, acting reasonable, consider is consistent with reasonable domestic use.

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Schedule: “BetterPhone” voice service

1 Applicability

1.1 This schedule applies if you subscribe to our telephony services.

2 Important: Emergency services access

2.1 Our telephony services generally permit access to the emergency services. However, they are Internet telephony services, and these are dependent on your connection to a suitable data network, the operation of that data network, and operation of your equipment. If you do not have a connection to a suitable data network, or your data network or equipment is not functioning correctly, you will not be able to use the telephony services, including for the purposes of making calls to the emergency services. You must consider this and make appropriate arrangements.

2.2 We will, where possible, pass your location information to the emergency services. This will be the full postal address of the location to which we provide your broadband service.

3 Responsibility for usage

3.1 You are liable for all calls, messages, data, and any other usage, which:

3.1.1 originate from or appear to us to originate from your network;

3.1.2 originate from or appear to us to originate directly from you; or

3.1.3 present to us with your identifying data (including, but not limited to, your username and password), irrespective of whether or not they were generated or authorised by you or your users, and including those generated as a result of fraudulent activity by a third party.

3.2 You must keep your account credentials secret and secure your network and equipment. If you become aware of a compromise, you must immediately change your account password(s) and other security devices and notify us. This does not limit your responsibility and liability under clause 3.1 of this schedule.

3.3 You must comply with all applicable laws, and you must ensure that anyone who uses the service does so too. In particular, you must ensure that the services are not used for any unlawful purpose whatsoever including the transmission or offering of any information or service or other material which is unlawful, abusive, harmful, threatening, defamatory, pornographic or which in any way infringes intellectual property rights, or which may cause offence in any way.

3.4 We may take steps to identify apparent fraudulent activity on your account and automatically suspend your service for outgoing calls if we find such activity. We will contact you if this happens. We are not responsible for any losses which you might suffer as a result of this.

4 Hardware

4.1 You are responsible for providing a handset, or other compatible hardware, to connect to the Brsk router.

5 Calling line identification facilities (CLI)

5.1 We may attempt to detect invalid or non-diallable CLI data, and we may block calls which appear to us to have invalid or non-diallable CLI data. This may affect incoming and outgoing calls. We are not responsible for any losses which you might suffer as a result of this.

6 Pricing

6.1 Our pricing is set out in our Price Book.

6.2 We may vary our call prices from time to time by updating the Price Book. You are responsible for checking the current price of a call before you or your users make it.

6.3 You are responsible for checking the charges which apply to any calls which you or your users make.

7 Invoicing

7.1 We invoice for line rental monthly in advance.

7.2 We invoice for all other telephone service charges monthly in arrears.

8 Phone numbers

8.1 You do not own any phone numbers or other identifiers which we allocate to you (including any which you port in to us).

8.2 While we will use reasonable efforts to avoid doing so, and to give you such notice as is possible and reasonable in the circumstances if we intend to do so, we may change the phone numbers or other identifiers allocated to you. We are not responsible for any costs or losses if we do so.

9 Termination

9.1 If your agreement with us for broadband services is terminated for any reason, this schedule will terminate automatically, and we will treat this as termination by you.

9.2 If you ask another communications provider to port to them a number which we have allocated to you or which you have ported in to us, this schedule will terminate automatically, and we will treat this as termination by you.

9.3 On termination of this agreement or these services, unless you have made suitable arrangements with a new provider before termination, you will automatically, immediately, and irrevocably, lose access to (and will not be able to recover) any telephone numbers we have allocated to you (including any which you port it to us).

9.4 We are not liable for any costs or losses arising from this.

9.5 If termination takes place within a minimum term period, you may be required to pay a service termination fee, in accordance with clause 11.5 of the general terms.

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Schedule: “BetterTV” TV Service

• "TV App" means the brsk software application which allows you to access and enjoy a selection of live and on demand content via a mobile device.
• "TV Box" means the brsk set-top-box which allows you to use the TV Service.
• "TV Services" means the television services that we offer as described in more detail on the Website including the brsk TV App.

1 Channel Access

The TV Service provides access to Freeview TV and radio channels, catch-up TV Services from Freeview Play as well as on-demand music and TV content. The content that is made available as part of the TV Service may change from time to time, and may have viewing restrictions such as only being available in certain parts of the UK or not being available on the TV App. The content that is available, and the times that the content is made available is controlled by a third party and we do not have control over this. We can’t guarantee the accuracy or completeness of the electronic programme guide or programme information. If the content on the TV Service changes, we will do our best to replace the content with content which is similar.

2 Contract Term

You must have, and maintain throughout the Contract Length the following requirements to be able to use and access the TV Service:

2.1 An eligible Broadband Service with us;
2.2 A compatible television with a HDMI cable;
2.3 A permanent internet connection to the TV Box to be able to watch on-demand, catch-up content and applications;
2.4 A permanent connection to an antenna that is capable of receiving digital television signals to receive Freeview channels;
2.5 If you want to record content available on the TV Service via the TV Box, you will need a USB stick with a minimum of 32GB of storage space; and
2.6 If you want to use the Alexa voice-control, an Amazon account and compatible Amazon Alexa devices.

3 Term and termination

3.1 This paragraph 3 is subject to paragraph 8.2.
3.2 Unless terminated earlier in accordance with the Agreement, the TV services terminates automatically when the Agreement terminates or expires in respect of your broadband service.
3.3 To terminate the TV services while continuing with your broadband service:
3.3.1 If we provide your broadband service on a one-month rolling basis, you must give us at least 30 days’ notice of termination of the TV service.
3.3.2 If we provide your broadband service on any other basis, you may terminate the TV service by giving us at least 30 days’ notice, but you must pay us an early termination fee for the TV service based on the remainder of the term of your broadband service, as set out on the website.

4 BetterTV Equipment

We will provide you with one TV Box (which is referred to as Equipment in this Contract) to access the TV Service. If the TV Box is faulty or damaged, please contact us straight away and we will either repair or replace the Equipment. If we discover that the fault was caused due to you failing to look after the TV Box we may charge you for the cost of the TV Box and associated cables, remote or power supply.

5 Using our BetterTV Service

When using the TV Service, you must not do, or authorise others to do any of the following:

5.1 Make unauthorised or unlawful recordings of any content or copy (except as permitted by applicable law, for example, you may be entitled to make recordings of broadcasts of programmes on your TV Box for the purpose of watching those broadcasts at a more convenient time for you), publish, rent, reproduce, transmit, frame, reverse engineer, decrypt, decompile, disassemble, alter or commercially exploit the relevant software or any content you watch, stream or (if applicable) download from the TV Service;

5.2 Reproduce any recording made using your TV Box or made from the TV Service;

5.3 E-distribute, re-broadcast or otherwise transfer any content made available on the TV Service to any other person in any way;

5.4 Use the TV Service other that for your own personal, domestic use, including showing any part of the TV Service in public to an audience, even if no charge is made; and

5.5 Attempt to breach any security or content protection rules relating to either the TV Service, or compromise the security of any device used for viewing the TV Service or the content itself.

6 Using the BetterTV App

To use the TV App your device will need to maintain a working internet connection of sufficient speed to access the content. Every time you download the TV App you will be required to agree an end user licence agreement before you can watch any content or access any features. You can only watch/view content on the TV App when you are in the UK.

7 Parental Controls

Some content on the TV Service may not be suitable for viewing or use by persons of all ages. It's your responsibility to ensure that the content viewed or used is suitable for those viewing or using it (including children). We are not responsible for this. We provide access to parental control, and it is your responsibility to set these if you wish to use them.

8 You must return the TV Box equipment

8.1 You must ensure that we receive the TV Box equipment within 30 days of the date of notice of termination. You must send it to the address which we notify to you or set out on our website. You must pay the costs of returning the TV Box equipment. You are responsible for packing the TV Box equipment and sending it so that it arrives with us, and is undamaged. You may wish to insure the return delivery, to a value of £99 per TV Box.

8.2 If you terminate the Agreement, or the Agreement expires, termination or expiration (as relevant) is not effective until we have received the equipment which you are required to return.

8.3 We may charge you, and you must pay, an administration fee of £99 per TV Box:

8.3.1 for each TV Box which we have not received in accordance with paragraph 8.1.
8.3.2 for each TV Box which we receive which is damaged beyond what we, acting reasonable, consider is consistent with reasonable domestic use.

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Schedule: “BetterIP” Service

1 Applicability

1.1 This schedule applies if you subscribe to our 'BetterIP' service.

1.2. In this schedule, “Static IP” means a single globally routable IPv4 address, which we allocate to your broadband service for your exclusive use.

2 Term and termination

2.1 Unless terminated earlier in accordance with the Agreement, the BetterIP service terminates automatically when the Agreement terminates or expires in respect of your broadband service.

2.2 You or we can terminate your BetterIP service at any time, even if your broadband service is in a minimum term period.

2.3 To terminate the BetterIP service while continuing with your broadband service, you must give us notice of termination of the BetterIP service by informing our customer services team.

2.4 After you have given notice of termination, your broadband service will be migrated back to a dynamic IPv4 address (which may be placed behind a Network Address Translation (CGNAT) device as per our standard terms and conditions) on your next bill date, unless you are within 7 days of your next bill date, in which case your broadband service will be migrated back to a dynamic IPv4 address at the end of your next billing period. Your IPv6 address assignment will remain unchanged.

3 IP Assignment

3.1 Following acceptance of your order for a Static IP, we will assign a Static IP to your broadband service, and we will advise you of this assignment via email.

3.2 You may purchase one, and only one, Static IP per broadband service.

3.3 The BetterIP service does not change your IPv6 address assignment: this remains statically assigned and globally routable.

3.4 We will endeavour to keep the same Static IP assigned to your broadband service for as long as you are a customer. However, if due to a future event, such as a major Brsk network re-architecture, we need to change your Static IP, we may do so. In this event, we will use reasonable endeavours to provide you with as much notice as reasonably possible.

3.5 If you move home and your broadband service continues under this Agreement, we may change your Static IP.

3.6 If your Agreement ends and you subsequently enter into a new Agreement with us, we cannot guarantee you the same Static IP that you had previously.

3.7 If a Static IP ceases to be assigned to your broadband service for any reason, you no longer have exclusive use of it. In particular, we may assign it to another customer or customers, or use it for our own purposes. You are responsible for changing any of your system records (such as DNS records or firewall rules) which reference that Static IP. We are not responsible for any loss or damage that you suffer if you maintain references to a Static IP which is no longer assigned to your broadband service.

3.8 Nothing in this schedule assigns you ownership rights in or to the Static IP. The Static IP remains our property.

4 Billing

4.1 We will add the BetterIP service to your bill each month, billing in advance for the following month.

4.2 If you subscribe to the BetterIP service part way through a billing cycle, then we will also add a prorata charge to your next bill, to cover the period between commencement and the next billing date.

4.3 If your broadband service is suspended, for example for non-payment, your Static IP will also be suspended.

4.4 We can change the price for the BetterIP service at any time. We will give you a minimum 1 calendar month’s notice of the upcoming price change. For avoidance of doubt, we do not guarantee the BetterIP service price will be fixed for the duration of your broadband service contract. If you do not accept the price change, you may terminate the BetterIP service without penalty. This will not affect your broadband service.