These Terms & Conditions set out important information about the services we provide, how the agreement works, your rights, and the charges that apply. Please read them carefully.
We will explain the details of the services you order, including applicable charges, before or when your order is placed. This may be done by phone (calls are recorded), email, online, in person, or by post.
Each service has a minimum term, which will be confirmed when you place your order.
We normally aim to activate services within 2–3 working days of your order, unless otherwise agreed. Charges start from the service start date (the date the service goes live).
You may cancel your order during the cooling-off period, as explained in clause 5.
If you take more than one service or item of equipment (for example phone, broadband, mobile, or TV), each may be covered by a separate agreement with its own minimum term, start date, and charges.
Some services depend on others. If one service is ended or suspended, this may affect another service. If this happens, we will explain why.
Phone: 0800 036 0078
Email: [email protected]
Calls (including marketing calls) may be recorded for training, quality, and fraud prevention.
Our complaints process is set out in our Code of Practice at:
www.cyteluk.com/cyteluk-code-of-practice
The following words have specific meanings:
Agreement – the legally binding agreement between you and us.
Charges – all fees payable for a service, including core charges and additional usage.
Cooling-off period – 14 days from the date your order is placed.
Core charges – fixed recurring charges for your service.
Loaned equipment – equipment we provide to you for use with the service.
Minimum term – the minimum period you agree to keep a service.
Non-return equipment charge – a charge applied if loaned equipment is not returned.
Order – a request for services placed by phone, email, online, in person, or by post.
Service – phone, broadband, mobile, call packages, or TV services.
Service start date – the date the service becomes active.
Working days – Monday to Friday, excluding public and bank holidays.
These Terms & Conditions apply to:
All services we provide
Any related installation or activation work
Each service may form a separate agreement.
a. Services last for at least the minimum term and then continue on a rolling basis unless ended in accordance with these terms.
b. If you end a service during the minimum term, or if we end it due to breach, early termination charges may apply (see clause 12).
c. If loaned equipment is not returned within 60 days of service ending, a non-return equipment charge may apply.
You may cancel within the cooling-off period:
Phone line, broadband, SIM-only mobile:
within 14 days or at least 2 working days before activation (whichever is earlier)
Greek TV and call packages:
within 14 days
If a service has already gone live, you may be charged for services provided and, where applicable, early termination charges.
Loaned equipment must be returned within 14 days of cancellation. If not returned, charges may apply reflecting its value and condition.
You are responsible for:
Lawful use of the service
Any use by household members, employees, or authorised users
Keeping usernames, passwords, and account details secure
Services must not be used:
For unlawful purposes
In a way that harms the network or others
In breach of applicable laws or regulations
Usage limits may apply. Additional usage will be charged as notified.
We will agree installation dates with you where required. You must:
Provide access where needed
Give at least 2 working days’ notice to change appointments
Installation or activation charges will be explained when you order.
Temporary service interruption may occur during installation. Please ensure alternative access to emergency services where possible.
We will:
Provide services with reasonable care and skill
Aim for continuous service availability, but cannot guarantee uninterrupted service
We may interrupt, suspend, or modify services for maintenance, upgrades, or operational reasons. We will aim to restore services promptly.
a. Charges are payable whether or not the service is used.
b. Billing is normally monthly or annually in advance.
c. Bills are provided by email free of charge. Paper bills are available at £2.00 incl. VAT per month.
d. Payment is due within 14 days of the bill date.
e. If you dispute a bill in good faith, we will investigate and will not suspend services while doing so.
f. If payment is late, we may apply late payment or failed payment charges.
Any such charges will reflect our reasonable administrative costs and will not exceed the costs incurred.
g. Services are normally not suspended until 30 days after payment is due, unless there is repeated non-payment.
h. Unpaid debts may be referred to a debt-collection agency. Reasonable recovery costs may be added. Personal data may be shared for this purpose in accordance with data protection law.
You may end the agreement:
During the cooling-off period (see clause 5)
With 14 days’ notice when switching via an approved switching process
With 30 days’ notice in other cases
If you are within the minimum term, early termination charges may apply unless:
We have significantly breached the agreement
You are entitled to cancel due to price or contract changes
The service consistently fails to meet expected standards
We may suspend or restrict services if:
Required by law or regulation
There is non-payment
There is suspected fraud or misuse
The agreement is seriously breached
Where reasonably possible, we will:
Give notice
Allow time to put matters right
Avoid restricting emergency access services
Charges may continue during suspension to reflect ongoing network and contractual costs.
If a service ends during the minimum term, termination charges may apply.
These are calculated as:
The remaining charges for the minimum term minus any costs we save by the service ending early.
Charges will not include VAT on unused services, and you may request a breakdown.
Loaned equipment not returned may result in a non-return equipment charge.
Faulty loaned equipment must be returned for testing or replacement. Replacement equipment may be new or refurbished.
Failure to return equipment may result in service restriction or charges.
We may make changes to:
Services
Equipment
Charges
These terms
If a change significantly disadvantages you, we will:
Give at least 30 days’ notice
Allow you to cancel without penalty
Charges may increase due to:
Service changes
Increased supplier costs
Legal or regulatory changes
Annual CPI increase
We may apply an annual price increase based on the Consumer Price Index (CPI).
We will give at least 30 days’ notice before any increase is applied.
If you move within the UK, tell us at least 14 days in advance. Services may continue at your new address where possible.
New minimum terms may apply for certain services.
We aim to resolve complaints quickly and fairly.
If a complaint is unresolved after 8 weeks, or if we issue a deadlock letter, you may refer it to an independent Alternative Dispute Resolution (ADR) scheme, details of which are provided in our Code of Practice.
ADR is free to you.
You may not transfer this agreement. We may transfer it where it does not reduce your rights.
Intellectual property remains ours or our suppliers’
If any term is unenforceable, the rest remain valid
These terms are governed by UK law:
England & Wales, Scotland, or Northern Ireland as applicable
