These Terms and Conditions are in effect from January 2022.

Important Information
The Terms and Conditions of each service are made up of this important information and the
following terms (including any other document we refer to in those terms):
• GO52 Internet Standard Terms;
• The relevant service terms;
• The relevant Price guide;
• Any relevant special offer terms
If any of these documents contradict each other, the terms will apply in the order set out
above, save where the Special Offer Terms stipulate a price which shall take precedence over the
Price guide.
GO52 Internet Standard Terms
What we provide

  1. We provide you with your chosen services, including, Broadband, and, any other consumer services
    and any equipment we provide.
  2. These terms apply to the service described in the relevant service terms that you may have with
    GO52, the Price guide and any Special Offer Terms.

Providing the service (access/permits)

  1. The GO52 internet solution must always be used with an approved GO52 filter. Failure to do so
    could result in GO52 suspending your connection. Should this happen you will not be entitled to
    any refund.
  2. You agree to follow any reasonable instructions that we may give you, and to allow us access to
    your premises if we need it.
  3. You also agree to get any permission needed from someone else if we have to cross their land or
    put our equipment on their premises
  4. You agree to look after any of our equipment. If you do not do so and the equipment is
    damaged, you may have to pay for it to be repaired or replaced.

Where we provide the service

  1. We will deliver any equipment to the UK address you give us. We will provide the service in the
    UK unless the service terms say otherwise.
    When the service starts
  2. The service will begin on the day we send you any equipment required to use the service, or on
    the day we activate the service whichever is later.

Cancellation

  1. You may cancel your agreement for the service before the service start date set out in the
    service terms. If you do so we will not charge you for the service.
  2. You may cancel your order for any equipment we have provided to allow you to use the service or
    for any other equipment you have requested, up to 10 calendar days after we deliver it. If you
    cancel any order for equipment you must return it (undamaged and in its original packaging),
    following our instructions and at your cost. We will refund any payment you have made for the
    equipment. If we have to collect the equipment we will charge you our reasonable costs for doing
    so. These rights are in addition to any other legal right you may have to cancel your agreement.
  3. If you have only ordered equipment from us, you may cancel your order at any time up to seven
    working days, beginning with the day after we deliver the equipment. If you do so, you agree to
    return the equipment, following our instructions and at your cost. We will refund any payment you
    have made for the equipment. If we have to collect the equipment, we may charge you our reasonable
    costs for doing so.
  4. The Broadband line speed that we quote when you order the service is an estimate only. Once
    your Broadband speed has settled (usually 10 days after provision), if you are always getting line
    speeds lower than the estimated range that we quoted, you can contact us any time within the first
    90 days after you ordered the service and we will try to improve the speed. If, despite any
    improvements we try to make, the line speed you get is significantly lower than the estimated range
    we quoted you when you placed your order for the service you will be entitled to cancel your
    broadband contract without paying a charge for ending it early subject to you following our
    instructions to resolve the problem.

Returning faulty equipment

  1. If you return any equipment as faulty, we may test it and if it is working, we will send it
    back to you. If we do so, we may charge you our costs for testing and postage. This does not affect
    your legal rights relating to equipment which is faulty or wrongly described.

Using the service

  1. You may only use the service for your own personal use and enjoyment. You must always follow
    our acceptable use policies.
  2. You agree that any content, software or other copyright material we supply to you is for your
    own private use, and that you must not copy, change or publish the material or supply it to any
    other person or use it for any business purpose.
  3. If you want to connect equipment to our network other than by using a BT main phone socket,
    you must get our permission. You agree not to connect equipment to our network:
    a. that does not bear the European Consumer Equipment Standards ‘CE’ mark; or
    b. that may harm the network or other customers’ equipment.

If you do, you must disconnect immediately.

  1. If you have an internet access service from us, you accept that you are using the internet at
    your own risk. You are responsible for making sure any equipment you use to access the service is
    protected against viruses.
  2. You are responsible for properly using any user IDs, personal identification numbers (PINs) and
    passwords needed for the service, if any, and must take all necessary steps to make sure that you
    keep these confidential and secure, use them properly and do not make these available to
    unauthorised people.

Moving Home

  1. If you move home within the UK, and let us know at least 10 working days before you do so, we
    will continue to provide your service at your new address subject in line with our home mover
    policy.

Paying for services

  1. You agree to pay all charges for the equipment and the service, including any additional
    charges detailed in these terms or the price guide, whether you use the service or someone else
    does. The method of payment will be either as set out in the service terms or as we otherwise agree
    with you.
  2. Unless we agree otherwise, we will normally bill you upfront (in advance) for any rental
    charges for the service. We will bill you later for any other usage charges after the event which
    the charges relate to. If possible, charges will appear on your next bill, but sometimes there may
    be a delay.
  3. We will email you at the email address you have provided prior to us sending your first bill
    shortly after we have provided the service to you for the first time. After that, we will update
    your bills regularly online. However, we may sometimes send you a bill at a different time, for
    example if the amount of money you owe us is considerably higher than expected.
  4. You agree to pay the charges by Direct Debit on your billing date. You may also need to pay a
    deposit or a payment upfront before you can receive the service or goods.
  5. If you do not pay your bill, we will send you a reminder or call you. If we do not receive
    payment within 10 calendar days of the date of that reminder, we may add a late payment charge of
    £7.50 to your next bill by way of compensation to us for breaking the terms of this agreement. We
    may also charge you £10 by way of compensation to us for any Direct Debit or cheque payments which
    are returned to us because you do not have enough funds in your account.
  6. We will generally not suspend or end the service or the agreement until 14 days after your
    payment was due, unless the service terms or the price guide say otherwise.
  7. If you do not pay your bill, we may ask a debt-collection agency to collect the payment on our
    behalf. If we do, you will have to pay us an extra amount by way of compensation to us for breaking
    the terms of this agreement. This will not be more than the reasonable costs we have to pay the
    agency, who will add the amount to your debt on our behalf (this will depend on the amount you owe
    us). Any extra amount added to your bill will not be subject to VAT. This paragraph applies even if
    your agreement with us has ended.
  8. Where we arrange for an engineer to visit your Premises for activation of the Service, or for
    resolution of a fault, you will be responsible for any costs incurred owing to any of the
    following:
    a. an engineer attends an incorrect address as provided by you;

b. the site for installation does not meet the minimum requirements as agreed during the product
registration;
c. an engineer arrives to carry out the installation at the address provided by you, but you no
longer want the installation completed;
d. entry is refused to the Premises, or access cannot be gained, at the appointed time, as agreed
between you and us;
e. you report a fault, an engineer attends your Premises, and discovers the fault is not the result
of the Service;
f. your reported problem, following your request for an engineering visit, cannot be confirmed; and
g. when you cancel a request for an engineering visit later than 48 hours before the scheduled
visit.

Other things we may need to do

  1. We may monitor and record calls relating to customer services and telemarketing. We do this for
    training purposes and to improve the quality of our customer services.
  2. Occasionally, we may have to:
    a. interrupt the service. If we do so, we will restore it as quickly as we can;
    b. make minor changes to certain technical specifications, including limits for transferring
    information which are associated with the service.

Our responsibility to you

  1. Unfortunately, we cannot guarantee that the service or the equipment we provide will never be
    faulty.
  2. Unless the service terms say otherwise, we have no responsibility to pay you compensation for
    financial loss, for any information which is lost or corrupted, or for any loss that could not have
    been reasonably expected because you have used the service or equipment we provide for business.
  3. Except as described in paragraph 30, we will not pay you more than £10,000 in compensation
    (even if we have been negligent) in any 12-month period unless the service terms say otherwise.
  4. Nothing in paragraphs 30 to 32 affects your legal rights relating to equipment which is faulty
    or has been described wrongly.

Matters beyond our reasonable control

  1. Sometimes we may not be able to do what we have agreed because of something beyond our
    reasonable control. In these cases, we do not accept responsibility for not providing you with your
    chosen communications services.

If you break the agreement

  1. Other than for serious misuse described in paragraph 13, we will normally give you an
    opportunity to put matters right within a reasonable time if you break the agreement.
  2. However, if you do not do so, we may suspend or end the agreement for the service. We may also
    suspend the service or end the agreement for the service if you break

any other agreement you have with us and do not put matters right within a reasonable time. If we
suspend the service or end the agreement for the service, we will tell you what needs to be done
before we can restore the service.

Sorting out disputes

  1. We will try to work through any disputes that you may have with us. However, if we cannot do
    this, you may refer the matter to any relevant service which sorts out disputes. Details of these,
    and of how to refer a dispute, are set out in our Code of Practice.

Ending the service

  1. Once we have provided the service, you may tell us to stop providing it at any time by giving
    us 10 days’ written notice, unless the service terms say otherwise. We can stop providing the
    service by giving you 10 days’ written notice.
  2. If we are told to stop providing the service by someone other than you, we will immediately
    email you, asking you to confirm that this is what you want. If we don’t hear from you within 10
    days we will stop providing your service 10 days later.
  3. If you ask us to end the service within your first 12 months with GO52, you may be liable to
    pay charges relating to the set-up of your service and for hardware we have provided. Please refer
    to the product price guide and separate product service terms for more information.
  4. If you or we end the agreement for the service, we will pay back to you any money we owe you
    relating to that agreement. We will first take off any money you owe us under that agreement or any
    other agreement between us.

Changing these Terms (notification)

  1. Sometimes, we will need to change the charges and the Terms and Conditions of the service. We
    will publish details of all changes online www.Go52.co.uk.
  2. We will also let you know about a price increase or a change to the Terms and Conditions that
    we believe is likely to cause you material disadvantage at least one month before it happens. We
    will let you know about other price changes and changes to the Terms and Conditions via email to
    the contact email.
  3. For changes we need to make to meet legal and regulatory requirements, we may not be able to
    meet the timescale detailed in paragraph 44. We will let you know about these changes as soon as we
    can.
  4. If we have made a change which is to your material disadvantage, you will not have to pay a
    charge (excludes any charges or payments we have deferred) if you decide to end your agreement
    early, unless the price guide says otherwise. However, once we have told you about such a change,
    you must let us know that you want to end the agreement within 10 days.

Other things we need to tell you

  1. You accept that the agreement for the service is personal to you and agree not to transfer it
    to anyone else, or to try to do so. However, we may take instructions from a person who we think,
    with good reason, is acting with your permission.

49.
one of the following mechanisms.
No other form of communication will be accepted, unless specifically stated otherwise in this
agreement:
a. To us: by phoning our customer options team or in writing to: Go52 Limited
33 Paget Road
London N16 5ND
We will give notice to you to the address provided by you, or by post to the address provided by
you in the Customer Order.
b. Any notice given by email shall be deemed to be served on the day of transmission. In the case
of written postal notice, notice shall be deemed to have been served on the date of acceptance by
signature of the recorded delivery or 2 Working Days after the date of posting, whichever is
sooner.
c. It is your responsibility to provide us with a valid email address of which it is your
responsibility to keep up to date on your account.
d. We will let you know about all service and price information and other related communications by
writing to you via the contact email address.