Residential Terms of Service

1 Definitions and interpretation

1.1 In this Agreement (including the Schedules):
Activation Date
means the date on which We confirm that the Installation Services are complete;
means, together, these Conditions and the terms of each Order You make;
Business Day
means a day other than a Saturday or a Sunday or a public holiday in England and Wales;
Cancellation Form
means the model cancellation form at the Appendix to these Conditions;
means the charges due from You for a Package, as set out on the Website;
Commencement Date
means the date on which these Conditions are accepted by You in accordance with clause 3.3;
means these residential terms of service;
Customer Support
means our customer support team contactable by email to or by calling +44 (0) 330 460 4610;
Early Termination Charge
means the early termination charge that You shall be liable to pay in the event that You wish to terminate the Agreement before the end of the Initial Term.
Early Termination Charges
are specific to each Package and are set out on the Website;
means any equipment provided to you in connection with the provision of our Services, including the socket and router we install;
Exempted Condition
means any condition, defect or malfunction or loss of availability arising from anything outside of Our control (except for fair wear and tear), including where You use the Fibre or Equipment in a way which is not intended, where the Fibre or Equipment is put under unusual stress or you modify, adjust or tamper with the Fibre or Equipment in any way without our approval;
means the fibre owned and/or operated by Us from time to time;
means any hardware used by You from time to time;
Initial Term
means the period of time specified in the applicable Order, and if no period of specified, then [12 months] from the Activation Date;
Installation Period
means the period commencing on the Commencement Date and ending on the Activation Date;
Installation Services
means the services provided by Us in order to install the Fibre and Equipment at the Property, comprising: (i) installation of Fibre at the Property; (ii) installation of the Equipment of the Property; (iii) carrying out all related Works; and (iv) connection of the Fibre installed at the Property to the Network;
Intellectual Property Rights
means all intellectual property rights, including patents, trade and service marks, rights to domain names, rights in passing off, registered and unregistered designs, rights in confidential information, rights in know-how, database rights, topography rights, copyright (including rights in software), rights in any invention, and applications for registration of any of the foregoing, and the right to apply therefor, in each case in any part of the world;
ISP Services
means the internet services provided by Us;
LIT FIBRE Acceptable Use Polic
y means the LIT FIBRE acceptable use policy provided to You by Us from time to time;
has the meaning given to it in clause 20;
LIT FIBRE, Us, We, Our
means Lit Fibre Group Ltd (Company number 12560467), whose registered office is located at, 9 Greyfriars Road, Reading, England, RG1 1NU;
Maintenance and Support Services
means the services required to maintain and support the Fibre and Equipment in operational order from time to time;
means the communications network to which the Fibre is connected;
means an order for a Package, which You can make via the Website or by phone to Customer Support;
means the package of Services selected by You from the Website and set out in the Order;
means Your home, as identified in the Order;
Registration Fee
means the registration fee stated for each Package, payable by You at the time of the Order;
means, together, the Installation Services, the ISP Services, the Telephony Services, and the Maintenance and Support Services;
Wayleave Agreement
means Our standard form wayleave agreement, produced pursuant to the Telecommunications Act 1984 and the Electronic Communications Code;
means the Our website, located at;
means the works required to install the Fibre and the Equipment at the Property, which may include (without limit), excavation and other earth works, drilling of holes in the walls of the Property and/or affixing items to the walls of the Property; and
means you, the customer, and Your shall be construed accordingly.

2 Who we are and how to get in touch

Your Agreement is with Us, Lit Fibre Group Ltd Limited (Company number 12560467), whose registered office is located at 9 Greyfriars Road, Reading, England, RG1 1NU. You can get in touch with Us via the ‘contact us’ link on the Website, by phoning Customer Support on +44 (0) 330 460 4610, by emailing, or by messaging Us through web chat on the LIT FIBRE Website.

3 When these conditions apply

3.1 These Conditions apply to You as a consumer, meaning that You are an individual acting for purposes wholly or mainly outside your trade, business, craft or profession. If You are planning on using the Services in any other context then the provisions of our business-to-business conditions will apply to You instead.
3.2 These Conditions apply to and govern each Order, and together these Conditions and the terms of each Order constitutes Your Agreement with Us.
3.3 Your Agreement with us is made up of the following documents and includes any other document we refer to in them.
3.3.1 These Conditions;
3.3.2 Any Order that you make;
3.3.3 Our Privacy and Cookie Policy; and
3.3.4 Our Acceptable Usage Policy,
In the event of any conflict between these documents, the document higher up on the list takes priority.

4 How long your agreement lasts

Your Agreement with Us shall start on the Commencement Date and shall (unless either party brings it to an end earlier in accordance with the terms of this Agreement) continue for the duration of the Installation Period and the Initial Term. At the end of the Initial Term this Agreement shall continue automatically, unless and until brought to an end by either party giving the other at least 30 days’ notice in writing.

5 Cooling off period

5.1 You can cancel this Agreement before the end of the 14th day after the Commencement Date (Cooling-off Period) and receive a refund of any sums You have paid to Us.
5.2 We will not commence the provision of the Installation Services until the Cooling-off Period has come to an end, unless you specifically ask Us otherwise.
5.3 However, if You choose to cancel this Agreement after We have performed any of the Services during the Cooling-off Period, then You must pay for the Services We have provided up to the time You tell Us that You have changed Your mind. We may deduct from any refund an amount for the supply of the Services for the period in which they were supplied, ending with the time when You told Us You had changed Your mind. The amount will be a sum equal to the cost of what We have supplied, in comparison with the full coverage of the Agreement. If the sums due to be refunded to You are not sufficient to cover Our cost of supply of Services during the Cooling-off Period then We reserve the right to require You to pay the appropriate amount. Please note that if We have completed the Installation Services prior to Your cancellation then You may be liable to pay the entire Installation Services fee as set out in the Package.
5.4 If you would like to cancel this Agreement during the Cooling-off Period then You can do so by informing Us of your decision to cancel within the Cooling-off Period by notifying Us in accordance with clause 23.2. You may instead prefer to cancel your order by completing and returning to us the Cancellation Form, by post or email in accordance with clauses 23.2.1 or 23.2.2.

6 Charging and payment

6.1 You shall pay the Charges applicable to the Package selected in the Order.
6.2 In order to place an Order, You will be required to pay the Registration Fee that applies to the Package You have selected in the Order. In addition You shall pay the Charges in accordance with the payment schedule for the applicable Package.
6.3 When You place an Order, You will be required to provide credit or debit card details to Us. We will use the card details provided to take payment of the Charges automatically on or around the dates stated in the Order.
6.4 All Charges and payments to be made by You under this Agreement shall be exclusive of VAT, which shall be payable by You in addition, wherever relevant at the rate and in the manner from time to time prescribed by law.
6.5 All amounts due to Us under this Agreement shall be paid in full without any deduction of any kind other than as required by law.
6.6 Where We attempt to take payment of the Charges and Your card details are declined, We will notify You that we have been unable to take payment and provide You with an opportunity to provide alternative card details for payment. In addition to any other rights We may have, We may:
6.6.1 charge You interest on any payments that are overdue at an annual rate equal to four per cent above the official Bank Rate from time to time (as determined by the Bank of England’s Monetary Policy Committee), which shall accrue daily (both before and after any judgement) and shall be compounded quarterly; and
6.6.2 if the payment is overdue by ten Business Days or more, suspend performance of the Services in whole or in part until You have paid Us what we are owed.
6.7 We reserve the right to charge You for any additional costs we may incur as a result of:
6.7.1 investigating and rectifying any defect in, or malfunction of, the Fibre or the Equipment that is the result of any Exempted Condition;
6.7.2 attending the Property to investigate and repair any defect in, or malfunction of, the Fibre or the Equipment where We reasonably determine that there is no defect in, or malfunction of, the Fibre or the Equipment;
6.7.3 Your failure to comply with the important restrictions on how You can use the Fibre and the Equipment, as set out in clause 12.2, or as set out in the LIT FIBRE Acceptable Use Policy; and
6.7.4 Your failure to grant Us access to the Property or obtain any third party consent, as set out in clause 13.

7 Changes to this agreement and the charges

We may increase the Charges or make other changes to this Agreement at any time. If we do so then We will notify You of this. If You do not agree to the change(s) then You can bring this Agreement to an end by giving us 30 days’ notice, and You will not be required to pay an Early Termination Fee.

8 Installation of fibre and equipment

8.1 Once You have accepted these Conditions, We will agree a date or dates with You upon which We will provide the Installation Services. We’ll try to set this up as quickly as we can, but we cannot guarantee a specific date.
8.2 You acknowledge that the nature of the installation of the Fibre [and Equipment] may mean that:
8.2.1 various Works may be required at the Property; and
8.2.2 certain Fibre and Equipment shall remain at the Property once installed.
8.3 The Charges are intended to cover the cost of the Installation Services, although We reserve the right to charge an additional fee where the circumstances relating to the Property require additional or specialised Works.
8.4 In each case We will advise You of the Works which are required as part of the Installation Services, and whether any additional fee would apply to the Installation Services. If You are unwilling to pay any such additional fee then You can cancel this Agreement immediately by informing Us of your decision to cancel by notifying Us in accordance with clause 23.2. and, once cancelled, neither Us nor You will have any further obligations under this Agreement.
8.5 Once the Installation Services are complete, We will advise You of the Activation Date. We’ll try to set the Activation Date as soon as possible but we cannot guarantee any specific date.

9 ISP services

9.1 You will be given a dynamic IP address which is free of charge. This IP address will be re-assigned to LIT FIBRE, or to another LIT FIBRE customer, if your ISP Service is disconnected or ended for any reason. If you want a static IP address, and there is one available, we may be able to offer you one, though you may have to pay an additional charge.
9.2 The actual speed and performance of your internet service will depend on various factors, some of which are outside our control, however performance will be best via a wired connection.
9.3 Your ISP Service will be for no less than the Initial Term. Thereafter the ISP Service can be terminated by You on 30 days’ notice. During your Initial Term, you cannot transfer to a new Internet Services package with a shorter Initial Term.

10 Maintenance and support

10.1 Provided that You comply with these Conditions, with effect from the Activation Date, We will provide You with the Maintenance and Support Services.
10.2 Irrespective of any other obligation We may have to You, We shall be entitled, at any time during the Term, to change, substitute or replace the Fibre or the Equipment or any part of either.

11 Our ownership of fibre and equipment

11.1 The Fibre and Equipment shall remain Our property at all times (including (for the avoidance of doubt) where the Fibre and Equipment is installed on the Property), and You shall have no ownership claim or other right, title or interest in or to the Fibre or the Equipment. You will not claim to anyone else that You own the Fibre or the Equipment or that either form part of Your assets for financial purposes (e.g. to a mortgage lender wanting to take security over Your assets).
11.2 Without prejudice to any other Condition, You shall not:
11.2.1 use the Fibre and Equipment other than in accordance with these Conditions and Our reasonable instructions from time to time;
11.2.2 do anything or fail to do anything which shall, or is likely to have, a detrimental effect on the way the Fibre or Equipment operates;
11.2.3 attempt to move, maintain, alter, modify, adjust, remove, replace or repair the Fibre or Equipment;
11.2.4 allow any person or organisation other than Us, or our respective authorised representatives and sub-contractors to move, maintain, alter, modify, adjust, remove, replace or repair the Fibre or the Equipment without Our prior written consent; and/or
11.2.5 remove or obscure, or allow the removal or obscuring of, any of Our labels placed on the Equipment.

12 Access and consents

12.1 You shall grant to Us such access to:
12.1.1 the Property; and
12.1.2 the Fibre and Equipment installed at the Property, in each case as We may require in order to perform Our obligations under this Agreement. You acknowledge that We may not be able to provide You with (and will not be responsible for) the Services unless and until such access is granted.
12.2 It may be that You require permission from certain other people or organisations (e.g. Your landlord or housing association if You do not own Your Property) prior to Our supplying the Services to You (including the Installation Services). You agree to obtain all necessary consents and permissions prior to the Services taking place and provide us with evidence of any such consents and permissions on request.
12.3 We reserve the right to terminate this Agreement within immediate effect if, in Our opinion, it becomes apparent that You have not or may not have obtained any necessary consents and permissions from others.
12.4 In some situations we may need You or a particular third party (e.g. Your landlord or housing association if You do not own Your Property) to give Us additional written permission to access the Property for the purposes of performing our obligations under this Agreement. Any such permission would be given via signing a document known as a Wayleave Agreement, which We would provide. Without prejudice to clauses 13.2 and 13.3, We therefore reserve the right to:
12.4.1 require You to enter into a Wayleave Agreement; and/or
12.4.2 require that You get a relevant third party (e.g. Your landlord or housing association if You do not own Your Property) to enter into a Wayleave Agreement, in each case so that We can access to the Property as may be necessary to provide the Services.

13 What we expect from you

13.1 You shall:
13.1.1 cooperate fully with Us;
13.1.2 only use the Services (or any part thereof), the Fibre or the Equipment in accordance with the LIT FIBRE Acceptable Use Policy;
13.1.3 keep the Equipment connected to Your electricity supply at all times (and shall be responsible for all electricity-related charges and expenses); and
13.1.4 notify Us as soon as possible of all faults, or defects in the Fibre or the Equipment, or circumstances likely to lead to a fault or defect, of which You may reasonably be aware or should reasonably be aware;
13.1.5 only use the Fibre, and/or Equipment for lawful purposes in accordance with all applicable laws and regulation; and
13.1.6 not use the Fibre, and/or Equipment to send, access, store, distribute, transmit, post, upload or download any materials or data which: (i) violates any applicable laws and regulation; (ii) is defamatory, offensive, abusive, obscene or constitutes harassment; (iii) is or may be harmful to minors; (iv) promotes or encourages illegal or socially unacceptable or irresponsible behaviour; (v) is in breach of any third party rights; (vi) has any fraudulent purpose or effect; or (vii) damages or may damage Our rights.

14 Your rights to end the contract

14.1 Your rights
14.2 You can end this Agreement:
14.2.1 at any time at Your discretion, by giving no less than 30 days’ notice, however where You choose to end the Agreement in this way prior to the end of the Initial Term You may be liable to pay us an Early Termination Charge. The Early Termination Charge is designed to compensate Us for You ending the Agreement before You agreed to in Your Order. Further details of the Early Termination Charge can be found on Our Website and We will tell You the amount of the Early Termination Charge when You terminate this Agreement. You can also find out more details of the Early Termination Charge that applies to You by contacting us using the details set out above;
14.2.2 because of something we have done or are going to do. You may choose to end this Agreement as a result of any of the reasons set out below, and where You do so the Agreement will end immediately and We will refund You in full for any Services which are yet to be provided and for which You have already paid. You may also be entitled to additional compensation. The reasons referred to above are where:
(a) We have told You about an upcoming change to the Charges or the Services or this Agreement in each case to which You do not agree;
(b) We have told You about an error in the price or description of the Services You have Ordered and You do not wish to proceed;
(c) there is a risk that our supplying the Services may be significantly delayed because of events outside of our control;
(d) You have a legal right to end the Agreement because We have broken the terms of this Agreement; and
14.2.3 if You have changed your mind, but only where You are still within the Cooling-off Period and this may also be subject to certain deductions. Please see clause 5 for further details.
14.3 How can I end this Agreement? You can end this Agreement by notifying us in accordance with clause 23.

15 Our rights to end this agreement

15.1 We may end the Agreement if:
15.1.1 We are unable to take payment of the Charges due from your card and we are still unable to take payment within 30 days of Our notifying You that payment was declined;
15.1.2 You become bankrupt and/or You fail any credit check We may carry out on You;
15.1.3 You do not, within a reasonable time of Us asking for it, provide Us with information that is necessary for Us to provide the Services;
15.1.4 You do not, within a reasonable time, allow us to supply the Services to You;
15.1.5 You do not provide us with access to the Property to supply the Services;
15.1.6 in Our opinion, it becomes apparent that You have not or may not have obtained any necessary consents and permissions from others;
15.1.7 You do not comply with any other term of this Agreement;
15.1.8 We are unable to perform our obligations under this Agreement as a result of an event beyond our reasonable control; or
15.1.9 You change address and we are unable or unwilling to port the Services to Your new address (please see clause 18 for further information).
15.2 How we will end this Agreement
We will end this Agreement by emailing You.

16 What happens when this agreement comes to an end

16.1 When this Agreement comes to an end:
16.1.1 some of the clauses of the Agreement will continue to apply to You because they relate to how You can use the Equipment and our responsibility for it after the Agreement has come to an end. The relevant clauses are clauses 6, 12, 17, 19, 20, 25 and 26
16.1.2 any Charges that have already fallen due will continue to be due and payable and We shall immediately take payment of all outstanding Charges where possible using the card details provided by You;
16.1.3 We shall be entitled to disconnect the Fibre from the Network; and
16.1.4 You shall, at Our request:
(a) Return, at Our cost, the Equipment or any part of it to Us; and/or
(b) permit Us, at Our cost, to access the Property and remove the Equipment or any part of it.
16.2 You acknowledge that when this Agreement comes to an end, We may choose not to request the return of the Equipment or to remove the Equipment from the Property, particularly if it is possible that You may wish to reconnect to the Network at a later date. In such instances, the Fibre and Equipment may remain on the Property after the date on which this Agreement comes to an end and You may not use or authorise anyone else to use the Equipment for any purpose. The restrictions in clause 12 will continue to apply. Instead of the return or removal of the Equipment, and particularly where We consider that You are not complying with this clause 17.2 or the restrictions in clause 12, We may also choose to charge You for the value of the Equipment, in the sum of [£80] and any other costs associated with the installation of the Equipment which We have not recouped pursuant to the Agreement.

17 Change of address

17.1 Where You want to move the Services from the Property to another address (e.g. where You move house), You agree to let Us know immediately.
17.2 Where You change address:
17.2.1 We will notify You as to whether we are able to move the Services from the Property to another address and any costs involved in doing so;
17.2.2 We shall be entitled to terminate this Agreement immediately or on such notice as We shall see fit if We are unable or unwilling to move the Services from the Property to another address, and where any such termination occurs during the Initial Term, We may charge You an Early Termination Charge;
17.2.3 Your obligations under this Agreement shall continue unless You exercise Your right to terminate this Agreement pursuant to clause 15.1; and
17.2.4 where this Agreement continues, We shall be entitled to charge (and You shall pay) all costs incurred by Us in transferring the Services from the Property to Your new address.

18 Our liability

18.1 When We will be liable to You
We do not exclude or limit in any way Our liability to You where it would be unlawful to do so.
This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud; or for any legal rights and remedies available to You under consumer law.
18.1.2 We will only be liable to You for foreseeable loss and damage that We cause. If we fail to comply with the terms of this Agreement, We are responsible for loss or damage You suffer that is a foreseeable result of our breaking this Agreement or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if: (i) it is obvious that it will happen; or (ii) if, at the time the Agreement was made, both We and You knew it might happen, for example, if You discussed it with Us during the order or installation process.
18.1.3 Subject to clauses 19.1.1, 19.1.2 and 19.2, Our liability to You is limited:
(a) for loss of or damage to Your property (including the Property and any of Your Hardware) to a maximum of £100,000 for any one event or series of connected events; and
(b) except for loss of or damage to Your property, to a maximum of £10,000 for any one event or series of connected events. 18.2 When We will not be liable You
18.2.1 We shall not be liable for any failure or delay in performing Our obligations under this Agreement which arises as a result of:
(a) a failure or delay by You in performing any of Your obligations under this Agreement;
(b) anything You do or don’t do which is against the law or causes us harm;
(c) You failing to follow any reasonable instruction of request made by Us in relation to the Services;
(d) Our complying with Your instructions or requests;
(e) an Exempted Condition;
(f) Your Hardware, Your network connection, software or equipment or access to any other internet services;
(g) any Service Provider Products and Services;
(h) viruses or other malware; and
(i) any third party products and services with which the Fibre and Equipment interacts from time to time.
18.2.2 We are not liable for business losses. The Services are only supplied to You on the basis that You will use them for domestic or private use. If You use the Services for any commercial, business or re-sale purpose we will have no liability to You for any loss of profit, loss of business, business interruption or loss of business opportunity.

19 Intellectual property rights

Notwithstanding any other provision of this Agreement, all Intellectual Property Rights in or arising from the Services or any other services or other items provided by or on behalf of Us (including, without limit, the Fibre and the Equipment) (LIT FIBRE IPRs) belong to Us and/or our licensors exclusively and You shall have no rights in relation to them other than the limited right to use them as is necessary for the term of this Agreement for the proper and usual use of the Services. If notwithstanding this, any LIT FIBRE IPRs are acquired by You (including any new LIT FIBRE IPRs), You hereby assigns all such LIT FIBRE IPRs to Us.

20 Force majeure

We shall not be liable for any delay in performance of, or failure to perform, Our obligations under this Agreement if such delay or failure results from circumstances beyond Our reasonable control, including but not limited to strikes, lockouts or other industrial action (whether involving Our workforce or of any other party), acts of God, war, riot, civil commotion, acts of terrorism, theft, malicious damage, compliance with any law or governmental order, rule, regulation or direction, accident, epidemic, pandemic, failure or breakdown of plant, machinery, systems or vehicles, fire, flood, extreme weather conditions, power failure or failure of telecommunications networks (Force Majeure Event). If a Force Majeure Event continues for a period of 30 days or more, either You or We shall be entitled to terminate this Agreement on giving written notice to the other.

21 Data protection

We will process Your personal data in accordance with our Privacy Notice, a copy of which You can view on the Website.

22 Assignment and sub-contracting

22.1 This Agreement is personal to You and You cannot transfer it to anyone else without our prior written consent.
22.2 From time to time we may involve sub-contractors to provide the Services to You, although when we do so we will remain responsible to you for the Services.

23 Complaints and legal notices

23.1 If You would like to make a complaint about the Services, please refer to our complaints code of practice, accessible here [insert link to complaints policy].
23.2 Any notice given by You under this Agreement shall be given:
23.2.1 By post;
23.2.2 By email to our Customer Support team;
23.2.3 Over the phone to our Customer Support team
23.2.4 Over web chat on the LIT FIBRE Website to our Customer Support team.
23.3 Any notice given by us under this Agreement shall be given by email.
23.4 Where notice is given by post, it may be served by sending it by pre-paid first class post or recorded delivery to, the intended recipient’s address. The address of a party for service of notices is the address set out in this Agreement or such other address as a party may designate by notice given in accordance with this clause. A notice is deemed to be received when left at the recipient’s address or, if sent by pre-paid first class post or recorded delivery, forty-eight hours from the date of posting. If such deemed receipt is not within business hours (being between 9.00 am and 5.30 pm Monday to Friday on a day that is not a public holiday in the place of receipt), the notice is deemed to be received when business hours next commence.
23.5 Each party agrees that without preventing any other mode of service permitted by any rule of court, any document in any proceedings (including but not limited to any claim form or other originating process) may be served on any party by being delivered to or left for that party at its postal address for service of notices under clause 24.1 and each party undertakes to maintain such an address at all times in the United Kingdom and to notify the other party in advance of any change from time to time of the details of such address in accordance with the manner prescribed for service of notices under clause 24.1.

24 General

24.1 This Agreement constitutes the entire agreement and understanding between You and Us and supersedes any previous agreements or understandings between You and Us relating to the matters contemplated by this Agreement.
24.2 Nobody else has any rights under this Agreement to enforce its terms, save that this Agreement may be enforced by any members of the LIT FIBRE group from time to time as if they were originally a party to this Agreement.
24.3 Even if We delay in enforcing this Agreement, We can still enforce it later. If We do not insist immediately that You do anything You are required to do under this Agreement, or if We delay in taking steps against You in respect of Your breaking this contract, that will not mean that You do not have to do those things and it will not prevent Us taking steps against You at a later date. For example, if You miss a payment and We do not chase You but We continue to provide the Services, We can still require You to make the payment at a later date.

25 Governing law and jurisdiction

This Agreement and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales. Each party agrees that the courts of England and Wales (and no others) shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with this Agreement or its subject matter or formation (including non-contractual disputes or claims).