Terms & Conditions
Last updated: January 2026
These Terms and Conditions apply to your Mobile SIM-Only Pay Monthly Service
provided by Vivid Telecom.
1. The Agreement:
This Agreement consists of:
• Part A – Services
• Part B – General Terms
• Plan Price Guide and Non-Standard Price Guide
2. Definitions:
Key definitions apply including Account, Charges, Minimum Term, PAC, Services,
SIM Card, and VAT.
Part A – Services
3. Start of Agreement:
The Agreement begins when we accept your order. A credit check may apply.
4. Minimum Term:
Your contract runs for the agreed minimum term and then continues monthly.
5. SIM Cards:
SIMs remain our property. Lost or damaged SIMs may incur a replacement fee.
6. Network & Availability:
Service availability depends on network coverage and capacity.
7. Acceptable Use:
Services must not be misused, abused, or used unlawfully.
8. Roaming:
Roaming charges apply outside the UK as per the Non-Standard Price Guide.
9. Charges & Billing:
Monthly charges are billed in advance. Out-of-allowance usage is billed in arrears.
10. Suspension:
We may suspend services for non-payment, misuse, or fraud.
11. Termination:
You may cancel with 30 days’ notice. Early termination charges may apply during
the minimum term.
12. Contract Changes:
Materially detrimental changes allow penalty-free exit for consumers.
Part B – General
13. Liability:
Nothing limits liability for death, injury, or fraud.
14. Data Protection:
We process personal data in line with UK GDPR.
15. Governing Law:
This Agreement is governed by English law.
1. Definitions & Interpretation:
These Terms and Conditions apply to CloudPBX (Hosted VoIP) services provided by Vivid Telecom Limited.
2. About Vivid Telecom:
Vivid Telecom Limited is registered in England & Wales (Company No. 06717474).
Registered Address: Unit 13 South Suffolk Business Centre, Alexandra Road, Sudbury, Suffolk, CO10 2ZX.
VAT Number: GB944987559.
ICO Registration: ZA312330.
3. Contract Formation:
A binding agreement is formed upon acceptance of an Order Form or commencement of Services.
4. Scope of Services:
Services are limited to Hosted VoIP / CloudPBX telephony services only.
5. Cancellation Rights:
Consumer customers may cancel within 14 days unless services have commenced.
Business customers waive statutory cancellation rights.
6. Orders & Provisioning:
Quotes are valid for 7 days. Telephone numbers are not guaranteed until activation.
7. Equipment:
Customers are responsible for compatibility of non-supplied equipment.
8. VoIP Equipment:
Where VoIP equipment is purchased, title passes once paid in full.
Rented equipment remains the property of Vivid Telecom.
9. Charges & Payment:
Invoices are payable within 10 days.
Early termination incurs 100% of remaining minimum term charges.
10. Call Allowances:
Unused allowances do not roll over.
11. Suspension & Termination:
Services may be suspended for non-payment or misuse.
12. Faults & Maintenance:
Target fault resolution is 48 hours (non-binding).
13. Acceptable Use:
Services must not be used for fraud, harassment, CLI spoofing, or auto-diallers.
14. Call Recording:
Calls may be recorded for training and dispute resolution.
15. Data Protection:
Data is processed in accordance with UK GDPR.
16. Limitation of Liability:
Liability is limited to charges paid in the preceding 12 months.
17. Force Majeure:
No liability for events beyond reasonable control.
18. Governing Law:
This Agreement is governed by the laws of England & Wales.
1. Definitions & Scope:
These Terms and Conditions (“Terms”) govern the provision of Web Hosting Services
and Domain Name Services by Vivid Telecom Limited (“We”, “Us”, “Our”) to you
(“Customer”, “You”).
These Terms apply only to:
• Shared Hosting
• Reseller Hosting
• VPS / Dedicated Hosting
• Domain Registration, Renewal, Transfer & Management
• Related backup, security, and control panel services
They do not apply to VoIP, broadband, mobile, or other telecom services.
2. Information About Us:
Vivid Telecom Limited.
Company Number: 06717474.
Registered Office: Unit 2477 Chynoweth House, Trevissome Park, Truro, Cornwall, TR4 8UN.
VAT Number: 944 9875 59.
Email: support@vividtelecom.com.
Phone: 0800 622 6267.
3. Eligibility & Account Creation:
You must be at least 18 years old and legally capable of entering a binding
contract. You are responsible for all activity under your account.
4. Contract Formation:
A contract is formed only once service activation is confirmed.
5. Service Availability:
Hosting is typically provisioned within 5 minutes to 4 hours, subject to checks.
6. Backups:
Backups are not guaranteed unless explicitly purchased. You are responsible for
your own data protection.
7. Pricing & Payment:
Prices include VAT unless stated. Late payment may result in suspension or
termination.
8. Cancellations & Refunds:
A 30-day money-back guarantee applies only to shared, reseller, and VPS hosting.
Domain registrations are non-refundable.
9. Domain Names:
Domain registrations are subject to registry rules and are non-refundable once
submitted.
10. Acceptable Use:
You must not use services for illegal, abusive, or malicious purposes.
11. Security:
You are responsible for securing your account credentials.
12. Termination:
Either party may terminate with 30 days’ notice. Immediate termination may occur
for breach.
13. Limitation of Liability:
We exclude liability for indirect or consequential loss, subject to statutory
rights.
14. Governing Law:
These Terms are governed by the laws of England and Wales.
2. Business-to-Business Basis
2.1 The Services are supplied strictly on a business-to-business basis and the Customer confirms that it is entering into this Agreement wholly or mainly in the course of its trade, business, craft or profession.
2.2 To the fullest extent permitted by law, consumer legislation, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and any statutory cooling-off rights, shall not apply to this Agreement.
3. Definition & Interpretation
Key definitions used in this Agreement:
- “Activation Date” means the date on which the Service is made available for use;
- “Agreement” means this agreement together with the Order Form, Service Level Agreement (SLA), Price Guide and Acceptable Use Policy (AUP);
- “Business Day” means Monday to Friday, excluding UK bank holidays;
- “Business Hours” means 9.00am to 5.00pm local UK time on a Business Day;
- “Calendar Day” means any day of the year;
- “Charges” means the fees payable for the Services as set out in the Order Form and/or Price Guide;
- “Company”, “We”, “Us” or “Our” means Vivid Telecom Limited;
- “Confidential Information” means all business, technical and commercial information, trade secrets, customer lists, methods of doing business and other confidential information disclosed by one party to the other in connection with this Agreement;
- “Contract” means this Agreement;
- “Customer Equipment” means any equipment (including cabling, wiring, computers, network interface cards and adapters) required to obtain or use the Services;
- “DD” means the UK Direct Debit scheme administered by Bacs (or any replacement scheme).
- “Direct Debit Mandate” means the Customer’s instruction authorising the Company to collect payments by Direct Debit.
- “ECC” means Excess Construction Charges levied by network operators, carriers or suppliers;
- “Electronic Signature” means an electronic signature or electronic acceptance which is legally binding in accordance with the Electronic Communications Act 2000 and the laws of England and Wales;
- “ETF” means the Early Termination Fee, being 100% of the remaining Charges for the applicable Minimum Term;
- “Ethernet” means the Ethernet service delivered over fibre or equivalent infrastructure;
- “Force Majeure” means any event or circumstance beyond the reasonable control of a party which prevents or materially delays the performance of its obligations under this Agreement, including but not limited to fire, flood, storm, earthquake, epidemic or pandemic, war, terrorism, civil unrest, government or regulatory action, failure or delay of utility services, network outages, failure of telecommunications networks, failure of suppliers, carriers or wholesale providers, labour disputes, or any other event which renders performance of this Agreement impossible or materially impracticable;
- “Initial Term” or “Minimum Term” means a period of 36 months from the Activation Date unless stated otherwise in the Order Form;
- “Insolvency Event” means bankruptcy or insolvency proceedings in the United Kingdom or elsewhere, the appointment of a liquidator, receiver, administrator or trustee in bankruptcy, any arrangement with creditors, or where the Company reasonably believes that such events are likely to occur;
- “Law” means any applicable law, statute, regulation, guideline or code of conduct in force from time to time;
- “Leased Line” means a dedicated, uncontended, symmetric data connectivity circuit provided solely for the transmission of data;
- “Month” means a calendar month;
- “Network Boundary” means the demarcation point between the Company’s network and the Customer’s internal network, typically at the (NTE);
- “NTE” means Network Termination Equipment
- “Order Confirmation” means the Company’s acceptance and confirmation of the Customer’s Order;
- “Order Form” means the order form completed by or on behalf of the Customer and accepted by the Company to order the Services;
- “Price Guide” means the Company’s pricing information relating to the Services, available on request;
- “Service” means any dedicated data connectivity service provided by the Company under this Agreement, including leased line, Ethernet access and/or private circuit as specified in the Order Form;
- “Service Level Agreement” or “SLA” means the service level agreement relating to a Service which sets out the applicable service levels and the remedies available to the Customer in the event of failure to meet those service levels;
- “Service Period” means the period during which an individual Service is provided in accordance with this Agreement;
- “Survey” means any site survey or other investigation carried out by or on behalf of the Company which the Company reasonably deems necessary prior to the provision of the Services;
4. The Service / Agreement
4.1 The Company shall provide the Leased Line Service at the data transfer speed stated on the applicable Order Form, subject to the terms of this Agreement.
4.2 The Customer may place an Order for the Services by completing and submitting an Order Form following acceptance of a quotation issued by the Company. Orders may be submitted by email or such other method as the Company may specify from time to time.
4.3 The Company shall have no obligation to provide the Services unless and until all of the following conditions have been satisfied:
- 4.3.1 the Company has issued an Order Confirmation accepting the Customer’s Order Form;
- 4.3.2 any required surveys have been completed to the Company’s reasonable satisfaction;
- 4.3.3 the Company has received payment of any applicable installation charges, or other initial Charges; and
- 4.3.4 the Company has received confirmation, or reasonably satisfactory evidence, that all necessary installation works at the Customer’s premises have been completed.
4.4 The Company shall configure and supply any Equipment to the Customer’s Site. Connection of the Equipment to the Leased Line Service and to the Customer’s internal network shall be the responsibility of the Customer.
4.5 Use of the Services and/or Equipment by the Customer following Order Confirmation shall constitute the Customer’s acceptance of this Agreement.
4.6 The Company shall allocate Internet Protocol (IP) addresses for use by the Customer during the Service Period. The Customer shall be responsible for configuring its own network and equipment to use such IP addresses.
4.7 Except where expressly agreed otherwise in writing, the Company’s responsibility for data transmission shall extend only to the Customer network boundary. The Company shall not be responsible for the routing, delivery or performance of data traffic within the Customer’s internal network.
4.8 In order to maintain the quality, security and integrity of the Services and the Company’s network, the Company may from time to time:
- 4.8.1 suspend, restrict or interrupt all or part of the Services to carry out maintenance, repairs or upgrades, or to prevent network congestion or security risks; and/or
- 4.8.2 issue reasonable operational instructions relating to the use of the Services.
4.9 The Customer agrees to comply with any such instructions. Where practicable, the Company shall use reasonable endeavours to provide advance notice of any planned suspension or interruption.
4.10 All quotations, proposals, sales materials, price lists and other documentation issued by the Company are invitations to treat only and do not constitute contractual offers.
4.11 A legally binding Agreement between the Company and the Customer shall be formed only upon the Company’s issuance of an Order Confirmation.
5. Service Levels / Credits
5.1 The Company shall provide the Services in accordance with this Agreement and the applicable Service Level Agreement specified in the Order Form.
5.2 The remedies set out in the applicable Service Level Agreement shall be the Customer’s sole and exclusive remedy for any failure by the Company to meet the applicable service levels.
5.3 Service levels apply only to the availability of data connectivity service at the Network Boundary and do not extend to Customer Equipment, internal networks, applications, or third-party services.
6. Service Period
6.1 The Company shall use reasonable endeavours to activate the Services as soon as reasonably practicable following satisfaction of the conditions set out in Clause 4.3. All activation dates are estimates only and time shall not be of the essence.
6.2 Unless otherwise terminated or suspended in accordance with this Agreement, the Services shall be provided for an initial minimum term of thirty-six (36) months commencing on the Activation Date.
6.3 Upon expiry of the Minimum Term, the Services shall automatically continue on a rolling monthly basis unless terminated by either party by giving not less than the ninety (90) days’ written notice in accordance with this Agreement, or unless a new minimum term is agreed in writing.
7. Provision of Service
7.1 The provision of the Services may require additional construction, civil works or installation activities to be carried out prior to or during installation of the Leased Line Service, including (without limitation) where fibre or copper infrastructure is not present, building entry works are required, wayleaves are needed, or additional equipment must be installed.
7.2 Any such additional works may result in Excess Construction Charges (“ECC”) or other additional charges being payable by the Customer. Where applicable, the Company shall notify the Customer of such charges as soon as reasonably practicable, and the Services shall not proceed unless and until the Customer has confirmed acceptance of the applicable charges in writing, in accordance with Clause 15. ECCs are non-refundable once committed to third-party network operators.
7.3 The Company may monitor the performance, availability and usage of the Services on a continuous basis for the purposes of fault diagnosis, network management, service optimisation, security and compliance with this Agreement.
7.4 Any monitoring carried out under this Clause shall be conducted in accordance with applicable Law and the provisions of the applicable Service Level Agreement.
8. Backup Services, Security & Support
Backup services are optional, ancillary data services and do not form part of the primary Leased Line Service or Service Level Agreement unless expressly stated in the Order Form.
8.1 Any DSL or xDSL Backup Service provided shall be subject to availability and shall deliver speeds up to the maximum line speed achievable at the Customer’s premises. Availability is dependent on network coverage and infrastructure at the relevant exchange.
8.2 Where xDSL services are unavailable, the Company may, at its discretion, offer an alternative backup solution. The provision of any alternative solution shall be subject to availability and may be subject to additional Charges.
8.3 Where a backup service is provided, it shall be a data connectivity backup (for example SOGEA/FTTC/FTTP or 4G/5G), subject to availability. Any backup service is provided to support continuity of internet connectivity.
8.4 The Customer agrees to:
- 8.4.1 provide the Company with an authorised technical contact, authorised contact telephone number and security passphrase;
- 8.4.2 keep such details secure and confidential at all times;
- 8.4.3 take all reasonable steps to ensure that such information is not disclosed to any unauthorised person.
8.5 The Customer shall notify the Company immediately upon becoming aware of any actual or suspected compromise of the authorised contact details or security passphrase.
8.6 The Company may suspend access to the Services and/or reset or change any security passphrase at its discretion where it reasonably believes such action is necessary to protect the security or integrity of the Services or the Company’s network.
8.7 Any managed hardware, routers or other Equipment supplied by the Company shall be tested and configured to meet the Customer’s basic network and internet requirements. Any request to modify the configuration of such Equipment must be submitted to the Company’s support team and shall be subject to authorisation. The Company may refuse or charge for such changes at its discretion.
8.8 The Customer shall report any fault with the Services and/or Equipment as soon as reasonably practicable by contacting the Company’s support team using the contact details notified by the Company from time to time. Faults reported outside Business Hours may be subject to different response times as set out in the applicable Service Level Agreement.
9. Notices
9.1 Each party shall keep its contact details up to date for the purposes of receiving notices under this Agreement.
9.2 Any notice or other communication given by the Company to the Customer under this Agreement shall be in writing and shall be deemed validly served if sent by first class post or by email to the Customer’s last notified postal address or email address.
9.3 Any notice sent by first class post shall be deemed received two (2) Business Days after posting. Any notice sent by email shall be deemed received on the next Business Day after transmission, provided that no delivery failure notification is received by the sender.
9.4 Any notice or other communication given by the Customer to the Company under this Agreement shall be in writing and shall be deemed validly served if sent by first class post or by email to the Company’s registered office address or such other postal or email address as the Company may notify to the Customer from time to time.
9.5 Any notice sent by first class post shall be deemed received two (2) Business Days after posting. Any notice sent by email shall be deemed received on the next Business Day after transmission, provided that no delivery failure notification is received.
10. Information About Vivid Telecom
10.1 Vivid Telecom Limited, trading as Vivid Telecom, is a private limited company registered in England and Wales under company number 06717474, with its registered office at 124 City Road, London, EC1V 2NX.
10.2 Vivid Telecom Limited is registered for VAT under registration number GB944987559.
10.3 Vivid Telecom Limited is registered with the Information Commissioner’s Office (ICO) under registration number ZA312331.
11. Basis of Services Provision
11.1 The Company shall provide the Services to the Customer subject to these Conditions, which shall govern the Agreement to the exclusion of all other terms and conditions, including any terms or conditions which the Customer purports to apply or which are implied by trade, custom, practice or course of dealing.
11.2 Except for the Order Form, no terms or conditions endorsed upon, delivered with or contained in the Customer’s order, purchase order or other document shall form part of the Agreement simply as a result of such document being delivered to or referred to by the Company.
11.3 No variation of these Conditions shall be effective unless agreed in writing and signed by a director of the Company.
11.4 These Conditions, together with the Order Form and any documents expressly incorporated by reference, constitute the entire agreement between the Customer and the Company in relation to the provision of the Services and supersede all prior agreements, negotiations, representations or understandings, whether written or oral.
11.5 The Customer acknowledges that it has not relied on any statement, representation, assurance or warranty made by or on behalf of the Company or any of its employees or agents which is not expressly set out in this Agreement. Any representation made by an employee or agent of the Company shall be binding only if confirmed in writing by the Company.
11.6 Nothing in this Agreement shall exclude or limit any liability which cannot be excluded or limited by applicable law.
11.7 The Customer may request changes to an Order up to forty-eight (48) hours prior to the scheduled service go-live date. Any such change shall be subject to a modification charge as set out in the applicable Price Guide, which shall be applied to the Customer’s first invoice.
11.8 Where an Order is amended, the Company shall notify the Customer in writing of any resulting change to the Charges prior to implementation of the amendment.
11.9 Where the Company, its employees, agents, Contractors or suppliers require access to the Customer’s premises for the purposes of installing, maintaining, repairing or supporting the Services, the Company shall provide reasonable notice to the Customer where practicable. The Customer shall grant all such access as is reasonably required and shall ensure that the premises are safe and compliant with applicable health and safety requirements. Each party shall comply with the other’s reasonable health and safety requirements while on the relevant premises.
11.10 “We may amend these Conditions from time to time by giving the Customer not less than thirty (30) days’ written notice. Any amendment will take effect on the date stated in the notice.
11.11 If the Customer does not accept the amendment, the Customer may terminate the affected Services by giving written notice before the amendment takes effect, in which case the Services shall end on the day immediately before the amendment takes effect. Any such termination shall be treated as a termination by the Customer prior to expiry of the Minimum Term and the applicable Early Termination Fee shall remain payable in full.
11.12 Continued use of the Services after the effective date of the amendment shall constitute acceptance of the amendment.”
12. Quotations, Orders and Specifications
12.1 Any quotation issued by the Company is an invitation to treat only and does not constitute an offer. Unless stated otherwise in writing, quotations shall remain valid for a period of seven (7) days and may be withdrawn or revised by the Company at any time prior to acceptance of an Order.
12.2 No Order submitted by the Customer, whether on the Company’s standard Order Form or otherwise, shall be deemed accepted unless and until the Company issues an Order Confirmation or (if earlier) commences provision of the Services.
12.3 The Customer shall ensure that all information provided in connection with an Order, including any specifications or requirements, is complete and accurate. The Customer shall provide the Company with all information reasonably required for the provision of the Services.
12.4 The Company may, at its discretion, accept an Order submitted otherwise than on its standard Order Form. Where the Company provides Services without having received or accepted a standard Order Form, the Services shall nevertheless be provided subject to the terms of this Agreement.
12.5 The Company reserves the right to make such changes to the specification of the Services as may be required to comply with applicable Law or, where the Services are supplied to the Customer’s specification, which do not materially affect the quality or performance of the Services.
12.6 Subject to the completion of any required survey to the Company’s reasonable satisfaction, the Company shall use reasonable endeavours to make the Services available by any requested service date. The Company may cancel an Order without liability where the results of a survey are unsatisfactory or where it is not technically feasible to provide or support the Services by the requested service date.
13. Customer Equipment
13.1 The Company shall have no liability for any loss, damage or disruption arising directly or indirectly from the use of Customer Equipment, whether or not the Company has recommended or advised on the suitability or performance of such equipment.
13.2 Unless otherwise agreed in writing, the Customer shall be solely responsible for ensuring that all Customer Equipment is properly installed, programmed, compatible and connected for use with the Services, and is operated in accordance with the Company’s reasonable instructions and any applicable safety or security procedures.
13.3 The Customer shall ensure that all Customer Equipment is maintained in good working order and complies at all times with applicable technical standards, approvals and all relevant Laws.
13.4 The Company may require the Customer to disconnect, or may itself disconnect, any Customer Equipment where, in the Company’s reasonable opinion:
- 13.4.1 the Customer Equipment does not comply with applicable standards, approvals or Law;
- 13.4.2 the Customer Equipment poses a risk of injury to persons or damage to property; or
- 13.4.3 the Customer Equipment materially interferes with, degrades or impairs the quality, security or operation of the Services or the Company’s network.
13.5 The Company shall have no liability where any inability to use the Services arises as a result of incompatibility between the Services and the Customer Equipment.
14. Cancellation, Delay
14.1 No Order may be cancelled by the Customer once accepted by the Company except in accordance with this Agreement. Any cancellation prior to the Activation Date shall be subject to the Customer indemnifying the Company for all reasonable losses, costs and expenses incurred as a result of such cancellation, including (without limitation) installation costs, third-party charges and administrative costs.
14.2 Where the Customer causes or contributes to any delay in the provision of the Services, including by failing to provide required information, access, approvals or readiness at the Customer’s premises, the Company shall not be liable for any resulting delay and the Customer shall be responsible for any additional costs reasonably incurred by the Company as a result.
14.3 Where incorrect, incomplete or delayed information or action by the Customer results in additional work being required, the Company may charge the Customer a reasonable additional fee for such work.
14.4 Once the Services have commenced, the Customer may terminate the Services only in accordance with the termination provisions of this Agreement. Where the Customer terminates the Services prior to expiry of the Minimum Term, an Early Termination Fee shall apply.
14.5 Any cancellation or termination under this Clause must be confirmed in writing in accordance with the Notices provisions of this Agreement.
15. Charges
15.1 The Charges payable for the Services shall be as set out in the applicable Order Form, Price Guide and/or quotation issued by the Company and accepted by the Customer. Where no Charge has been expressly quoted, the Charges shall be those set out in the Company’s Price Guide in force at the time the Services are provided.
15.2 All Charges shall be payable in advance or in arrears (as applicable) in accordance with the billing frequency specified in the Order Form. Recurring Charges shall commence from the Activation Date and shall continue for the duration of the Service Period.
15.3 All Charges are exclusive of VAT and any other applicable taxes or duties, which shall be payable in addition at the prevailing rate.
15.4 The Company reserves the right to amend the Charges prior to Activation where additional costs arise as a result of surveys, technical requirements, network operator charges or other factors beyond the Company’s reasonable control. Where applicable, the Company shall notify the Customer of any such revised Charges and the Services shall not proceed unless the Customer confirms acceptance in writing.
15.5 The Customer acknowledges that the Charges for the Services may include multiple cost components, including (without limitation) access charges, connection fees, configuration costs, minimum commitment charges (if applicable) and third-party charges. The Company may vary such component Charges to reflect changes imposed by third-party suppliers or network operators upon giving written notice to the Customer.
15.6 Where the Services (or any part of them) rely on third-party suppliers or off-net providers, the Company may pass through to the Customer any price increases imposed by such suppliers during the Service Period, including during the Minimum Term. Any such increase shall take effect from the date specified in the relevant supplier notice.
15.7 If the Customer terminates the Services prior to expiry of the Minimum Term, an Early Termination Fee shall be payable in accordance with this Agreement.
15.8 Where the Customer transfers the Services to another provider, the Company may charge a reasonable administration fee to cover service transfer, porting and account closure costs, as set out in the Price Guide.
15.9 If any undisputed invoice remains unpaid ten (10) days after its due date, the Company may suspend the Services without liability and without prejudice to its other rights under this Agreement.
15.10 The Company reserves the right to charge an abortive visit fee where an engineer or contractor attends the Customer’s premises and access is unavailable, refused or otherwise prevented despite prior agreement. The applicable charge shall be as set out in the Price Guide.
15.11 Where a fault is found to arise from Customer Equipment, internal wiring, customer action or inaction, or any matter outside the Company’s network boundary, the Company may charge the Customer for any resulting engineer visit or remedial work, subject to prior notification where reasonably practicable.
15.12 Installation and configuration of Company-supplied or third-party equipment shall be chargeable where applicable, in accordance with the Price Guide or as otherwise agreed in writing.
15.13 Direct Debit and Payment Method
- 15.13.1 Unless agreed otherwise in writing, the Customer shall pay all Charges by Direct Debit and shall provide a valid Direct Debit Mandate before Activation.
- 15.13.2 If the Customer cancels, withdraws or fails to maintain a Direct Debit Mandate, or if a Direct Debit payment is returned or fails, the Company may:
- 15.13.3 charge an administration fee (as set out in the Price Guide); and/or
- 15.13.4 require payment by an alternative method in advance; and/or
- 15.13.5 suspend the Services in accordance with Clause 23 until all overdue sums and applicable fees are paid and a calid Direct Debit Mandate is reinstated.
- 15.13.6 Suspension under this clause shall not affect the Customer’s obligations to pay Charges during the Minimum Term.
16. Activation
16.1 The Company shall use reasonable endeavours to activate the Services by any estimated activation date notified to the Customer. All activation dates are estimates only and time shall not be of the essence.
16.2 The Company shall not be liable for any delay in activation or for any losses, costs or expenses arising from any delay, save as expressly provided in this Agreement.
17. Service Credits
17.1 Where the Company fails to meet a target fault fix time specified in the applicable Service Level Agreement for an eligible Service, the Customer may apply for service credits by submitting a written request together with all information reasonably required by the Company to verify the claim, including:
- 17.1.1 the relevant support case reference number; and
- 17.1.2 evidence reasonably demonstrating the duration and impact of the qualifying fault.
17.2 Subject to verification, service credits shall be applied in accordance with the applicable service credit table set out in the Service Level Agreement.
17.3 Service credits shall be the Customer’s sole and exclusive remedy for any failure by the Company to meet service levels. Service credits are non-refundable, non-transferable and may only be applied as a credit against future invoices.
18. Outages and Faults
18.1 The Customer shall report any suspected fault with the Services as soon as reasonably practicable by contacting the Company’s support desk using the contact details notified by the Company from time to time.
18.2 The Company shall use reasonable endeavours to investigate and remedy reported faults as soon as reasonably practicable.
18.3 Planned maintenance or network upgrades may from time to time require planned outages. The Company shall use reasonable endeavours to minimise disruption and, where practicable, provide advance notice of planned outages.
18.4 Any stated fault repair times are targets only and do not constitute guaranteed service levels unless expressly stated in the applicable Service Level Agreement.
18.5 Where a fault is determined not to relate to the Company’s network or equipment, the Company shall notify the Customer and may charge for any resulting investigation or remedial work in accordance with the Price Guide.
19. Services Provision and Use of the Services
19.1 The Customer shall not use, nor permit any third party to use, the Services:
- 19.1.1 to send or receive any communication which is offensive, abusive, indecent, obscene or menacing
- 19.1.2 to cause annoyance, inconvenience or needless anxiety to any person
- 19.1.3 in a manner which infringes or violates the rights of any third party
- 19.1.4 in breach of this Agreement or any applicable Law.
19.2 The Company may suspend the Services and/or terminate this Agreement with immediate effect where the Customer is in breach of this Agreement or where suspension is reasonably required to protect the Company’s network, other customers or compliance with Law.
19.3 Where the Company suspends access to the Services pending compliance by the Customer, such suspension may include (without limitation):
- 19.3.1 restricting or blocking network access;
- 19.3.2 bandwidth throttling or traffic filtering to protect the network; and/or
- 19.3.3 disconnection of the Services from the Company’s network.
19.4 Following rectification of the relevant breach, the Company shall use reasonable endeavours to restore the Services within a reasonable period. The Customer acknowledges that restoration times depend on the method of suspension and, as a minimum, are typically:
- 19.4.1 temporarily suspended Services – up to forty-eight (48) hours; and
- 19.4.2 disconnected Services – up to fourteen (14) days.
20. Limitation of Liability
20.1 The Customer acknowledges that the Services are provided on an “as is” basis and that the Company does not guarantee that the Services will be uninterrupted, error-free or available at all times.
20.2 Any suspension, restriction or termination of the Services carried out in accordance with this Agreement shall not constitute a breach of this Agreement.
20.3 Nothing in this Agreement shall exclude or limit the Company’s liability for
- 20.3.1 death or personal injury caused by its negligence; or
- 20.3.2 fraud or fraudulent misrepresentation.
20.4 Subject to Clause 20.3, the Company shall not be liable to the Customer, whether in Agreement, tort (including negligence), breach of statutory duty or otherwise, for:
- 20.4.1 loss of profits;
- 20.4.2 loss of business, revenue or anticipated savings;
- 20.4.3 loss or depletion of goodwill; or
- 20.4.4 any indirect or consequential loss or damage.
21. Indemnity
21.1 The Customer shall indemnify and hold harmless the Company against all losses, liabilities, damages, costs, claims and expenses (including reasonable legal fees) arising out of or in connection with:
21.1.1 the Customer’s use or misuse of the Services;
21.1.2 any breach of this Agreement by the Customer;
21.1.3 any breach of applicable Law by the Customer; or
21.1.4 any claim by a third party arising from the Customer’s acts or omissions.
21.2 This indemnity shall apply whether such claims arise directly or indirectly and shall survive termination of this Agreement.
22. Duration and Termination
22.1 This Agreement shall commence on the earlier of:
22.1.1 the date the Customer signs the Order Form; or
22.1.2 the Activation Date.
22.2 The Agreement shall continue for the Initial Term specified in the Order Form and shall thereafter automatically renew unless terminated by either party by giving not less than ninety (90) days’ written notice, such notice to expire on or after the end of the Initial Term.
22.3 The Company may terminate this Agreement immediately by written notice if:
22.3.1 the Customer commits a material breach (including failure to pay Charges) and fails to remedy that breach within thirty (30) days of written notice;
22.3.2 the Customer suffers an Insolvency Event;
22.3.3 the Customer provides materially false or misleading information;
22.3.4 continued provision of the Services is not technically feasible due to third-party network withdrawal;
22.3.5 the Company reasonably suspects fraud or unlawful use of the Services.
22.4 Where the Customer terminates the Agreement or Services prior to expiry of the Minimum Term, the Customer shall pay an Early Termination Fee equal to one hundred per cent (100%) of the Charges that would otherwise have been payable for the remainder of the Minimum Term. This is agreed as a genuine pre-estimate of loss.
22.5 The Customer acknowledges that the Early Termination Fee reflects the Company’s committed third-party carrier costs, infrastructure investment and contractual liabilities for the full Minimum Term.
22.6 Termination shall not affect accrued rights, Charges due, or clauses intended to survive termination.
23. Suspension of Services
23.1 The Company may suspend the Services immediately where:
23.1.1 Charges remain unpaid beyond the due date;
23.1.2 the Customer breaches this Agreement;
23.1.3 a Direct Debit mandate is cancelled or fails;
23.1.4 suspension is required to comply with Law or protect the network.
23.2 Suspension shall not constitute termination and the Customer shall remain liable for all Charges during any suspension period.
23.3 The Company shall not be liable for any loss arising from suspension carried out in accordance with this Agreement.
24. Acceptable Use Policy
24.1 The Customer agrees to comply with the Company’s Acceptable Use Policy (“AUP”), as amended from time to time, which is incorporated into this Agreement by reference.
24.2 A breach of the AUP shall constitute a material breach of this Agreement.
25. Data Protection & GDPR
25.1 Each party shall comply with its respective obligations under the UK General Data Protection Regulation (“UK GDPR”) and the Data Protection Act 2018 in connection with this Agreement.
25.2 The Company may collect, store and process personal data relating to the Customer and its authorised contacts where necessary for the purposes of:
25.2.1 providing and managing the Services;
25.2.2 billing, payment processing and credit control;
25.2.3 customer support, fault management and service communications;
25.2.4 complying with applicable legal, regulatory or contractual obligations.
25.3 Where permitted by Law, the Company may contact the Customer with information about its products and services. The Customer may opt out of such communications at any time.
25.4 The Customer acknowledges that the Company may share personal data with third parties where necessary for the provision, maintenance or support of the Services, including network operators, suppliers, payment processors and credit reference agencies, or where required by Law or regulatory authority.
25.5 The Company shall not sell personal data to third parties for marketing purposes.
25.6 Personal data shall be retained only for as long as necessary for the purposes for which it was collected, including compliance with legal, accounting or regulatory requirements. Where the Customer requests deletion of personal data, such request shall be complied with subject to the Company’s lawful retention obligations.
25.7 Further information regarding the Company’s processing of personal data is set out in its Privacy Policy, available on request or via the Company’s website.
26. Other Important Terms
26.1 The Company may assign, transfer, subcontract or otherwise deal with any of its rights or obligations under this Agreement to a third party. Where such assignment or transfer occurs, the Customer shall be notified in writing and the Customer’s rights under this Agreement shall continue to be enforceable against the assignee or transferee.
26.2 The Customer may not assign, transfer, subcontract or otherwise deal with any of its rights or obligations under this Agreement without the prior written consent of the Company.
26.3 This Agreement is made solely between the Company and the Customer and is not intended to confer any benefit on any third party. The Contracts (Rights of Third Parties) Act 1999 shall not apply to this Agreement.
26.4 If any provision of this Agreement is held by any court or competent authority to be invalid, unlawful or unenforceable, such provision shall be deemed severed and the remaining provisions shall remain in full force and effect.
26.5 No failure or delay by the Company in exercising any right or remedy under this Agreement shall operate as a waiver of that right or remedy, nor shall any waiver of a breach operate as a waiver of any subsequent breach.
27. No Partnership or Agency
27.1 Nothing in this Agreement is intended to, or shall be deemed to, create any partnership, joint venture or agency relationship between the parties, nor to authorise either party to act as agent for, or to bind, the other in any way.
28. Force Majeure
28.1 Neither party shall be liable for any failure or delay in the performance of its obligations under this Agreement to the extent that such failure or delay is caused by a Force Majeure Event.
28.2 A “Force Majeure Event” means any event or circumstance beyond the reasonable control of the affected party, including (without limitation) power failure, utility or network outages, failure or delay of telecommunications networks or internet service providers, failure of suppliers, carriers or wholesale providers, industrial action, civil unrest, epidemic or pandemic, fire, flood, storm, earthquake, acts of terrorism, acts of war, government or regulatory action, or any other event which renders performance of this Agreement impossible or materially impracticable.
28.3 The affected party shall use reasonable endeavours to mitigate the effects of the Force Majeure Event and to resume performance as soon as reasonably practicable.
28.4 Where a Force Majeure Event continues for a continuous period of more than one hundred and eighty (180) days, either party may terminate the affected Services by giving written notice, without liability, save that the Customer shall remain liable for all Charges incurred up to the effective date of termination.
29. General
29.1 Each right or remedy of Vivid under the Agreement is without prejudice to any other right or remedy, whether arising under the Agreement or otherwise.
29.2 If any provision of the Agreement is held by any court or competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed severed and the remaining provisions shall continue in full force and effect.
29.3 No failure or delay by Vivid to exercise any right or remedy under the Agreement shall constitute a waiver of that right or remedy.
29.4 No waiver by Vivid of any breach of the Agreement by the Customer shall be deemed a waiver of any subsequent breach of the same or any other provision.
30. Assignment
30.1 Vivid may assign, novate, subcontract or otherwise transfer the Agreement or any part of it, and any of its rights or obligations under it, without restriction.
30.2 The Customer shall not assign, subcontract, transfer, charge or otherwise dispose of any of its rights or obligations under the Agreement without the prior written consent of Vivid. Any attempted assignment in breach of this clause shall be void.
31. Governing Law and Jurisdiction
31.1 The Agreement and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it shall be governed by and construed in accordance with the laws of England and Wales.
31.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with the Agreement.
1. Purpose of the Availability Checker:
The Broadband Availability Checker is provided to allow visitors to check the potential availability, speed, and type of broadband services at a specified address or postcode. Results are indicative only and do not constitute a guarantee of service availability or performance.
2. Consent to Use of Information:
By using this tool, you expressly consent to Vivid Telecom Ltd collecting and processing the information you provide, including but not limited to:
– Full name
– Address or postcode
– Email address
– Telephone number
This information is used solely for the purpose of: – Checking broadband availability and estimated speeds
– Liaising with network operators and wholesale providers
– Contacting you regarding the results of your availability check, if required
3. Data Sharing:
To obtain availability results, Vivid Telecom Ltd may share the necessary information with trusted third-party network operators, carriers, and wholesale broadband providers. Your data will never be sold or shared for unrelated marketing purposes.
4. Accuracy of Results:
Broadband speeds and availability shown are estimates based on third-party data and network records. Actual speeds and service availability may vary due tom network capacity, infrastructure limitations, distance from the exchange or cabinet, and internal wiring or equipment.
5. No Obligation:
Using the availability checker does not place you under any obligation to purchase services from Vivid Telecom Ltd, nor does it guarantee that a service can be provided.
6. Data Protection & Privacy:
All personal data is handled in accordance with UK GDPR and the Data Protection
Act 2018. For full details on how we store, protect, and process personal data,
please refer to our Privacy Policy.
7. Limitation of Liability:
Vivid Telecom Ltd shall not be held liable for any loss or damages arising from reliance on the results provided by the availability checker, including decisions made based on estimated speeds or service types.
8. Acceptance:
By submitting your details and using the Broadband Availability Checker, you confirm that you have read, understood, and agree to these Terms & Conditions.
Last updated: 1st January 2026
This policy outlines the standards and conditions under which Vivid Telecom Ltd provides ID card printing services. It sets out our approach to lawful, ethical, and secure production and defines the obligations customers must meet before any ID cards are printed.
Vivid Telecom Ltd supplies secure photo identification cards exclusively to authorised organisations, businesses, educational institutions, and individuals acting in a legitimate and verifiable capacity. We do not support or facilitate misuse, impersonation, or unauthorised reproduction of identity materials. This policy is designed to ensure compliance with UK law and to protect both our customers and the wider public.
1. Our commitment
Our objective is to deliver professional and compliant ID card printing services to UK-based customers who have the lawful right to use the names, logos, branding, or identities submitted as part of their order. We operate with a strong focus on security, integrity, and trust throughout all stages of verification, design, and production.
2. Eligibility criteria
- ID card printing services are available only to verified businesses, organisations, educational establishments, or authorised individuals.
- We reserve the right to request supporting documentation or written confirmation of authority before commencing production.
- Orders that cannot be adequately verified may be declined or cancelled, with refunds issued where appropriate.
3. Business and organisational ID cards
- Orders for company or staff ID cards must be supported by evidence of business ownership or written authorisation from a senior representative, such as a Director, Manager, or HR Officer.
- Verification may include checks against domain-linked email addresses or the provision of official authorisation letters.
- Any submission using third-party company names or branding without proper authority will be rejected.
4. Logos, trademarks, and intellectual property
- Logos, trademarks, and copyrighted material will only be reproduced where explicit permission has been granted by the rights holder.
- We do not print company, NHS, educational, or government logos without clear and valid proof of authorisation.
- All UK intellectual property legislation is strictly observed, and suspected infringements may be reported where necessary.
5. NHS and restricted organisations
- We do not produce NHS-branded or NHS staff ID cards unless written authorisation is provided by an official NHS representative.
- We do not print or replicate any form of government-issued identification, including but not limited to passports, driving licences, national identity cards, or police and emergency service credentials.
- Any request intended to imitate or resemble official identification may be escalated to the relevant authorities.
6. Educational and childcare institutions
- Orders for schools, colleges, nurseries, or childcare settings must be authorised in writing by the headteacher, principal, or registered owner.
- We may request confirmation via an official institutional email address or signed documentation on official letterhead.
7. Prohibited ID card types
Under no circumstances will we design or print the following:
- Government-issued identification documents
- NHS, Police, Fire, or Emergency Services ID cards
- Certificates, including birth, marriage, academic, or medical records
- Any card designed to impersonate a public authority or government body
- Fake, novelty, or misleading ID cards intended for deception or misrepresentation
8. Verification and compliance
- All ID card orders are subject to internal verification checks prior to production.
- Customers may be required to provide additional documentation to confirm eligibility or authority.
- Orders found to breach this policy may be cancelled, with refunds issued where payment has already been received.
9. Data protection and security
- Personal data, including names, photographs, and authorisation documents, is handled securely and in accordance with UK GDPR and our Privacy Policy.
- Information is retained only for as long as necessary to fulfil the order or meet legal obligations and is securely deleted where possible.
10. Order revisions and refusals
- If an order does not comply with this policy, we will contact the customer to request amendments or provide the option to withdraw the order.
- Repeated or deliberate attempts to bypass this policy may result in refusal of future services.
11. Contact information
For enquiries relating to ID card authorisation, verification, or compliance, please contact:
Email: info@vividtelecom.com
