Terms And Conditions

Air Net Services Limited Company Policy, Processes, Terms & Conditions


The service(s)’ us’ our’ means Air Net Services Limited telecommunications and/or internet services. ‘End user, customer, user or users’ means, any person or persons who use our service. ‘The network’ means any internet and/or telecommunication connection received either by fixed line cable, wireless, satellite, or fibre optic; which is delivered to a user or users. ‘Charges’ means fee’s which are payable by the user or users for the service which they have applied to receive

The Network:

The user understands that adsl speed checkers will not give a fully accurate reading with our wireless services, and they may show different results following each and every test performed. We ask the user to not perform too many speed tests at any given time, as this can affect the flow of bandwidth of our services, which could also effectively reduce the user’s connection speed. The user understands that all best efforts of our technical support, are ensured to give the user the best support and information required, in order to assist with the set-up and configuration of games consoles, PC’s and other third party hardware the user wishes to connect onto the network. Air Net Services cannot guarantee, and are not responsible for compatibility or connectivity issues with any third party devices on the network, nor is the setup and configuration of such devices. The network may only support one device of the same type, and Air Net Services are not obliged to configure the network to make exceptions. This includes all types of games consoles including Wii, Xbox, PS3, and media centre type devices. a) The User acknowledges that Air Net Services is unable to exercise control over the content of the information passing over the network utilised by WaveLink. Therefore, Air Net Services is not responsible for the content of any message whether or not the posting was made by an Air Net Services Customer. b) The network utilised by Air Net Services may be used to link into other networks worldwide and the user agrees to conform to the acceptable use policies of these networks. c) In addition the User undertakes to conform to the Internet protocols and standards. d) The User may not circumvent User authentication or security of any host, network, or account (referred to as “cracking” or “hacking”), nor interfere with the Service to any User, host, or network (referred to as “denial of service attacks”). e) Without prejudice to the foregoing, any application that overloads the network utilised by Air Net Services by whatever means will be considered as making profligate use of the network utilised by Air Net Services and will as such NOT be permitted. Use of IP multicast other than by means provided and co-ordinated by Air Net Services is likewise prohibited. f) The User acknowledges that the availability of their Air Net Services WaveLink service is also dependent upon reasonable usage of the network. The User further acknowledges that Air Net Services reserves the right to manage the Traffic of those Customers whose usage of WaveLink considers to be either not consistent with or appropriate for the Service to which they subscribe or detrimental to the other Users who share the network. g) The User acknowledges that Air Net Services has the right to introduce a Fair Use Policy for its Services if Air Net Services feels such a policy is necessary to ensure the provision of service for all Users. Details of any applicable Fair Use Policy will be posted on the Air Net Services website, or posted out to users. h) Users sending or receiving malicious or illegal Traffic will be suspended or disconnected upon detection by Air Net Services. Air Net Services understands that in some cases the User may not be aware of or responsible for the origination of such Traffic, in which case Air Net Services will work with the User to resolve the issue and restore normal service as efficiently as possible. i) Users who violate systems or network security may incur criminal or civil liability. Air Net Services will co-operate fully with investigations of suspected criminal violations, violation of systems or network security under the leadership of law enforcement or relevant authorities.

Service order, delivery, activation, and cancellation process:

When you contact us to get connected to our services, we send you an application form by way of post or email to be completed. This application form then confirms your name, address, and the service details which you have requested. Once this has been signed, dated and returned to us by way of post or scan / email, it is then sent for processing. We can also accept verbal contracts, which are recorded over the telephone, and web applications through the signup form on our website. Once we receive your application, the product order process will commence following successful completion of Air Net Services application check. You can contact us at any time to check on the progress of your order. You always have time to cancel your order, and get a full refund if you have paid us in advance for a connection before the service installation date. We need written notice by post or email on or before your installation date, after which time your contract is confirmed by your signature, or a recorded verbal agreement, following the service installation. Should you choose to cancel your contract before it is due to finish and after the first 28 working days of service, from the installation date, and for whatever reason, you are aware that we will charge you for the full remainder of the contract and all remaining fees before we can close your account.

Product pricing, payments, late fees, reconnection, cancellation, usage & administration fees:

The fees for our Internet Services currently range from £4.99 – £4999.99 per Month. We collect payments monthly by direct debit, but we charge £5 per month to collect regular payments by any other payment method, and we also charge £5 per Month for invoiced / Monthly billing by post. All of our wireless broadband set up charges includes a £30 survey fee. The first Months usage charge, and the survey fees are non-refundable should you be unhappy with the service, and you wish to cancel your connection for whatever reason within the first 28 working days of service, following the installation; and after which, you are aware that you have chosen to pay the Monthly fee on the first day of every Month for the service term by direct debit. Failure to pay us on the 1st working day of each Month by direct debit, leaves us the option of applying a £5.00 late fee, and a reconnection charge of £10, should your service be suspended or disconnected. If the service remains unpaid for 2 payments, there is a £30 reconnection fee, which may also require an engineer visit. The £5 late fee will be automatically added to the next Month’s service fee on the first working day of the following the late payment Month. You fully agree and understand that we will charge these fees if you should you pay us late. If you are moving property, we need 30 days notice to organise the reconnection of your service, and we charge £50. Wireless receiving hardware used to receive our wireless services, is leased to you as part of the connection fee for the duation of the term of your connection contract, and the dish on the roof remains the property of Air Net Services at all times, and you agree to let us collect it from your property upon reasonable request, should you leave our service, or default on payments. If we cannot collect the dish you agree to pay us £200 to cover the loss of our equiptment. If we post a letter for late payment, or non-payment for services, we charge a £5.00 administration fee. If you wish to cancel your service at the end of your contract, we require 30 days notice before the last payment is to be made for the service. Data transfer acceptable usage on our wireless internet services include: WaveLink Standard, which has a 500gig per Month usage limit, WaveLink Max is totally unlimited usage at all times. Data transfer usage on our Holderness Wireless services are as follows: LightWave starter has a 50gig Monthly limit, LightWave Basic has a 100gig limit, LightWave Medium has a 300gig limit, LightWave Heavy has a 500gig limit, LightWave Ultimate is totally unlimited usage at all times. All of our business connections (above the basic £34.99 per Month business connection,) are unlimited at all times. Usage on our business wireless services are as follows: Business basic, has a 10gig per day allowance, all other business packages are unlimited. Usage above the specified amounts on our wireless service will result in service speed reduction or service stoppage until the 1st working day of the next Month. Usage on our LLU ADSL2+ 200 package is 200gig per Month. Extra usage on ADSL2+ LLU 200 is charged at £2 per gigabyte or part thereof transferred after the Monthly limit has been reached. You shall have sole responsibility for the monitoring of your usage, and shall pay any charges for each gigabyte or part thereof, for usage which is over and above the monthly usage allowance. We do not accept any liability or responsibility for the charges that you may incur as a result of over usage of the fixed line service, whether made innocently or with, or without your consent or knowledge. If we detect excessive usage of your connection, or a breach of our acceptable usage policy, we will suspend your service and notify you as soon as we can, usually within 2 working days. There are no extra charges for over use of our wireless broadband service, but we will advise you should excessive use be detected by our servers, and the internet speed will be reduced to 2Mbps. Continual over-use beyond our acceptable use policy may result in a suspension of broadband service until the 1st working day of the following Month the over-use has been detected, and in very extreme circumstances the service may be cancelled.

Service level agreement & faults process:

We cannot guarantee a minimum or maximum latency or service speed. Service speeds may vary between 2Mbps – 120Mbps, (subject to package.) Usually the service speed will be much greater than the minimum rate, and usually with reasonable latency less than 100ms.) The standard repair-time on all connections is up-to and including 14 working days. (Most problems can be rectified remotely by an engineer and much sooner, but in cases of hardware replacement it may take up to the full repair time scale.) Faults can be reported to our help desk online at www.airnetuk.com/contact or by telephone on 01964 775001, or by email: support@airnetuk.com. When a fault has been reported to our help desk, a fault support case is opened, and the fault is logged by date, time, name, address and/or account number. Details of this fault are then emailed to our engineering team. Any additional information required will be requested from the end user by the help desk, on behalf of the engineering team. Faults cannot be resolved over the telephone, as the appropriate engineer has to work on specific types of faults, and then has to report back to the engineering management. Once the fault has been resolved by the engineering team, the information is passed back to our help desk who then informs the end user, by text, email or telephone, and then the support case is closed upon successful completion of the repair. After the first 30 days of service with us, you agree that we are not responsible or liable in any way for any type of damage whatsoever caused by any of our hardware or components which connects you to our internet service, which may be due to, but not limited to; manufacturer defects, all environmental conditions, including adverse gales, severe lightening strikes, earthquakes, plus component wear / tear and weathering. If we replace receivers, cables or power supplies due to malfunction during the contracted service term, these will be removed and replaced free of charge. If hardware requires replacement out of the contract period, a repair fee will requested prior to any work been carried out, unless a contract is renewed for a term of 12 Months before, or on the day the repair is carried out. Faults which are not core network related, for example faulty routers, or an engineer callout to set up a router, carries a call out fee of £40. Any free routers which we provide only have a 30 day swap guarantee. Routers we supply for a fee are wireless N300 routers for £30, and have a 12 Month warranty. We send replacement routers within 14 working days should an end user request a replacement. We charge a £10 router set up fee if you would prefer an engineer to set up and configure a router purchased from us by you.

VoiceTalk Terms & Conditions:

999 / 112 Emergency Services- If you use the Service outside England, Wales, Scotland and Northern Ireland you will not be able to call emergency services in the country where you are located. Air Net Services provides access to public emergency call services to all customers within England, Wales, Scotland and Northern Ireland. When you dial either 999 or 112, your call is routed from the Air Net Services network to national emergency operators who will handle your call. The emergency operator will ask for specific information to correctly transfer your call. You will need to promptly and clearly state the nature of your emergency, your location and phone number, and any other requested information. The emergency operator will then route your call to the appropriate emergency agency, such as: Police, Fire Brigade, Ambulance, Coastguard, Mountain Rescue & Cave Rescue. Important – Update your 999 / 112 Emergency Response Address. Your Air Net Services VoiP (voice over internet protocol) device is portable so it is important that you register the location of your device and keep it updated. This information is visible to the Emergency Services, so they can see what location assistance is required. You can make changes via your online web account in the account section, or by emailing info@airnetuk.com. Service outages can prevent 999 / 112 Emergency Services. During an electrical power or broadband provider outage, or if your Air Net Services account has been suspended or terminated, 999 / 112 Emergency Services WILL NOT function. IMPORTANT NOTE :- Please refer to the 999 / 112 Emergency Services sections of our Terms of Service for important information regarding access to Emergency Services. Summary: 999 / 112 is free, 999 / 112 is available to all customers in the UK (England, Wales, Scotland and Northern Ireland) 999 / 112 requires no activation on your part, 999 / 112 and Air Net Services VoiceTalk WILL NOT function During a Power Outage.

1. Essential Service Information
1.1 By signing up to the Service you understand and agree that the Service may not offer all of the features you may expect from a traditional phone line and may sometimes be unavailable as a result of things over which we have no control. For example; power disruptions and failures of your internet service provider (ISP), broadband connection or mobile network where you are using a mobile application. You must maintain your broadband connection in order to use the Service or, for certain mobile applications, a WIFI or other data connection (e.g. 3G/4G) which we do not provide. Certain services we provide may be used with devices such as wireless landline telephones, mobile telephones, smartphones, PDAs or tablets which we may or may not provide. Your attention is specifically drawn to the service description at www.AirNetServices.co.uk, (Terms & Conditions) which are stated from section 1.2 (as seen below)
1.2 If the Service is fully operational, 999/112 public emergency call services can be accessed from within England, Wales, Scotland and Northern Ireland. However, you understand and acknowledge that there may be some limitations as set out in the following paragraphs.
1.3 If you use the Service outside England, Wales, Scotland and Northern Ireland you will not be able to call emergency services in the country where you are located. A line from another communications provider will be required to call emergency services outside England, Wales, Scotland and Northern Ireland.
1.4 If there is a Service outage for any reason, such outage may prevent access to 999/112 dialling.
1.5 For each phone line that you utilize with the Service, you must register with Air Net Services the physical location where you will be using the Service. Your initial location will be registered as a part of subscribing to the Service. It is your responsibility to maintain the accuracy of your location address via your online account if there are any changes. If you do not update us with changes, it may or may not be possible for emergency operators and authorities to identify your location and phone number when you dial 999/112. When you dial 999/112 you will need to state your location and phone number promptly and clearly, as emergency operators and authorities may not have this information.
1.6 Emergency operators and authorities may or may not be able to identify your phone number in order to call you back if the call is unable to be completed, is dropped / disconnected, or if you are unable to speak to tell them your phone number and/or if the Service is not operational for any reason. Emergency operators and authorities may also not be able to hold your line open in the event you hang up.
1.7 Air Net Services mobile applications are not a replacement for your mobile service and you cannot make emergency 999/112 calls using our mobile applications. If you attempt to make a 999/112 call from an Air Net Services mobile application the mobile application will close and the call will be placed over your mobile operator’s network. However, this does not prevent you from using your mobile phone for making emergency 999/112 calls via your mobile operator as normal. If you dial an internationally recognised emergency service number while using an Air Net Services mobile application, the Air Net Services mobile application will close, the native dialler will be launched, and the call will be placed over your mobile operator’s network. Neither your phone number nor your location will be made available to an emergency operator when dialling an internationally recognised emergency service number.
1.8 You agree to inform potential users of the Service of the above limitations and you understand and accept that you should always have an alternative means of accessing 999/112 emergency services.
1.9 If Air Net Services suspends the Service by way of restricting chargeable calls, you will still be able to dial 999/112.
1.10 Number portability may be unavailable with the Service if you move your service to / from Air Net Services, or to / from another provider you may not be able to keep your telephone number. Air Net Services will not process a number transfer request unless your account is completely current, including payments for all Service charges and applicable disconnection fees. Where number portability is available with the Service we shall take all reasonable steps to ensure that the transfer of your number and subsequent activation is completed within one business day provided all necessary activation processes have been completed. The network connection is ready for your use and (where you wish to port your telephone number to Air Net Services) your donor provider has received a request to activate the transfer of your number from us and agreed a transfer date. For the avoidance of doubt and in accordance with applicable regulation, the one business day time period does not commence from the date you submit a number transfer request; it commences from the agreed date of port and once an agreement to port has been concluded between us and (where you wish to port your telephone number to Air Net Services) your donor provider following completion of all the above Required Activation Requirements. Following completion of all the above Required Activation Requirements we shall send a notification to your email address registered on your Air Net Services account informing you of the date when your number will be transferred. If having notified you of the date when your number will be transferred there is a subsequent delay in the Required Activation Requirements, we shall inform you (by written notification to your email address registered on your Air Net Services account) of the new date when your number will be transferred.
1.11 Any change to the date of your number transfer due to the Required Activation Requirements not being completed shall not constitute a delay or abuse in porting and shall not give rise to a claim for compensation.
2. Use of the Service, Suspension and Termination
2.1 You agree that you will use the Service in accordance with such instructions as we may notify to you from time to time and in accordance with any applicable laws and regulations. You are responsible for all activity and usage of the Service and for any breaches of this Agreement that may result. You must ensure that the Service is not used, whether by you or by anyone else, for any unlawful or fraudulent purposes. You are responsible for all usage and charges on all devices and features including Air Net Services Extensions® phone(s) registered with Air Net Services.
2.2 You agree that you will not use the Service nor allow others to use the Service:
2.2.1 to send a communication which is defamatory, abusive, obscene, offensive, menacing or otherwise criminal in nature or in breach of any copyright, privacy or any other rights; or
2.2.2 in a way that in Air Net Services reasonable opinion is likely to affect the quality of the Service or any other service provided by Air Net Services.
2.3 You agree that the Service is for your own personal use only and that you will not without our prior consent in writing re-sell or in any way re-supply the Service to others for money or monies worth.
2.4 You must not reconfigure, copy, alter or tamper with any equipment supplied to you for the purpose of accessing the Service (“Equipment”). If you reconfigure, copy, alter or tamper or have someone else reconfigure, copy, alter or tamper with the firmware or software in the Equipment or any Air Net Services mobile application in any way that facilitates a compromise of our Service, you are responsible for any charges that result and damages incurred by Air Net Services as a result. In the event that you do reconfigure or otherwise copy, alter or tamper with Equipment or any Air Net Services mobile application, we reserve the right to withhold support and suspend or terminate the Service. The Equipment and any Air Net Services mobile application must be kept and used in strict accordance with instructions issued by the manufacturer, developer or us and must not be used in conjunction with other equipment, software or mobile applications not approved by the manufacturer, developer or us. You are only permitted to use the Equipment and any Air Net Services mobile application to connect to the Air Net Services VoiceTalk network.
2.5 You agree to notify us immediately by calling the Air Net Services customer support line if Equipment used to access the Service is stolen or if you become aware of any unauthorised use of the Service. Failure to do so may result in you being liable for any losses arising as a result of such unauthorised use and suspension or termination of your Service.
2.6 All information provided by you shall be true and accurate and will be relied upon by us for the provision of the Service.
2.7 If, at any time, the Service is affected or unavailable other than due to our fault you will continue to be billed for the Service.
2.8 Without prejudice to our rights to terminate this Agreement, we may suspend the Service if we reasonably believe you are in breach of any terms of this Agreement or any other agreement with us or you abuse or threaten us, or a member of our staff. We may also suspend the Service if we are obliged to comply with an order, instruction or request of government or other competent authority.
2.9 Upon any suspension or termination by us, you are responsible for all charges under your call plan that would have been payable but for suspension or termination, including without limitation unbilled charges, applicable disconnection fees, and any other charges all of which immediately become due and payable. We may immediately charge these amounts to your debit or credit card. We may or may not agree to restore your Service. Before we agree to restore your Service a re-activation fee of £30 will be charged.
2.10 We can end this Agreement immediately upon notifying you by email if:
2.10.1 You breach this Agreement and fail to remedy the breach within a reasonable time specified in a written notice from us to do so;
2.10.2 You make, or offer to make, an arrangement with your creditors; you commit an act of bankruptcy; someone brings a petition, receiving order or administration order against you to make you bankrupt, you are a limited company and a resolution to wind you up is passed or a receiver or administrator is appointed over all or part of your assets. We can also end this Agreement if we think any of these things or something similar may happen;
2.10.3 any regulatory change affecting our ability to offer the Service is introduced, including but not limited to any authorisation or licence under which we provide the Service expiring or being revoked.
2.11 We may terminate this Agreement at any time without liability to you if any underlying arrangement with other operators or suppliers is terminated for whatever reason.
3. Cancellation
3.1 Air Net Services bills in regular recurring monthly cycles commencing from the 1st working day of every Month, and ending on the 1st working day of the following month. If you want to cancel this Agreement in full, or if you want to cancel some but not all of your lines and other features of the Service, for any reason you must write or email us, Air Net Services will send you confirmation of your cancellation by email.
3.2 Provided you have not exercised your right of cancellation under clause 5 (30 day Money Back Guarantee), you will be charged any applicable disconnection fee in respect of each line and other Service feature disconnected and you will be responsible for paying all charges under the applicable call plan including without limitation unbilled charges and other charges all of which immediately become due and payable. If a line or other Service feature is disconnected after 1 year following the activation date, the applicable disconnection fee is waived.
3.3 Upon cancellation, termination or suspension of an annual Service call plan there are no refunds and you are responsible for all charges under your account that would have been payable but for cancellation, termination or suspension.
Air Net Services Limited Company Policy, Processes, Terms & Conditions
4. Charges and Payment
4.1 Provision of the VoiceTalk Service is conditional upon you paying all fees and charges applicable to the Service in accordance with this Agreement. We publish all call plans, fees and charges (including details of shipping fees, activation fees, number change fees and applicable disconnection fees) at www.AirNetServices.co.uk. The methods of payment accepted by Air Net Services are set out on our website at www.AirNetServices.co.uk.
4.2 If initial payment is by credit card, Air Net Services reserves the right at any time to stop accepting credit cards from one or more issuers.
4.3 Your initial order for the Service authorises Air Net Services to charge your debit or credit card. The authorisation will remain valid until 30 days after Air Net Services receives your written notice terminating Air Net Services authority.
4.4 We may at any time, impose a credit limit on your account and we may charge your debit or credit card for the full amount of charges incurred at any time and offset the amount credited against the full amount of charges due at the end of the Billing Period.
4.5 We may suspend or terminate your Service at any time acting reasonably, if you fail to make any payment when it becomes due. You must pay all sums due in full and you cannot set off, deduct or withhold any part of any sum you owe us. We reserve the right to charge for administration costs incurred in recovering any sum you owe us and we reserve the right to employ debt collection agencies, to assign the right to collect your debt or to factor your debt to a third party for collection.
4.6 All subscription service charges will be billed monthly in advance and all usage-based charges will be billed monthly in arrears, together with and any other charges which Air Net Services decides to bill in arrears.
4.7 We can change the payment terms for any good reason, for instance, if you do not pay your bills on time.
4.8 You must notify Air Net Services in writing within 7 days after the date of your debit or credit card statement if you dispute any Air Net Services charges. Billing disputes must be notified to info@airnetuk.com.
4.9 You must use the Service for normal, reasonable and personal use (“Permitted Use”). If you use the Service otherwise than for Permitted Use, we may at our sole option either suspend the Service immediately and offer you an alternative call plan. In the case of any termination you will be responsible for paying all charges under your applicable call plan including without limitation unbilled charges, applicable disconnection fees and other charges all of which immediately become due and payable. Each of the following will be considered when evaluating whether your behaviour is outside of Permitted Use:
4.9.1 Persistent use by or for others who do not live with you;
4.9.2 Use by others who are not registered Air Net Services Extensions users;
4.9.3 Operating a call centre;
4.9.4 Telemarketing;
4.9.5 Resale to others;
4.9.6 Auto-dialling or fax/voice blasts;
4.9.7 Use without making a live call;
4.9.8 Unique numbers called;
4.9.9 Different numbers called;
4.9.10 Call forwarding/transferring; and
4.9.11 Conference calling.
4.10 The examples of behaviour listed in clause 4.9 above are not intended to be exhaustive and we reserve the right to take into account other examples of behaviour that we may determine to be relevant when deciding whether or not your usage constitutes Permitted Use.
4.11 The Service is provided primarily for continuous live dialogue between two individuals. Lack of continuous dialogue activity, excessive conferencing or call forwarding will be considered indicators that use may be inconsistent with normal Permitted Use by other Air Net Services customers. (Does not apply to business use)
4.12 Some call plans allow for the use of additional devices (such as personal computers, mobile phones, Air Net Services Extensions phone number(s) registered with Air Net Services or other Equipment) as part of that call plan. If you subscribe to a call plan which permits use of more than one device with the same line, your usage will be aggregated and assessed when evaluating whether your usage is outside of Permitted Use.
4.13 You may only use the Service for lawful and appropriate purposes. You may not use the Service in any way that is unlawful, fraudulent, improper or inappropriate. You may not use any automated means to manipulate the Service or use the Service to violate any law, rule, regulation or any third party’s intellectual property or personal rights.
4.14 We reserve the right to review your account if account usage is outside normal Permitted Use standards, impermissible or detrimental to other customers’ ability to use the Service or adversely affects our operations.
4.15 If you accept an equipment upgrade, special offer, promotion or benefit, such as a free month of service, free installation, a rebate or other incentive, there may be a term commitment associated with the benefit you accepted (“Commitment”). The Commitment will be disclosed as part of the promotion. The Commitment begins on the date you activate the new equipment or accept the special offer, promotion or benefit. If your Service is disconnected prior to the end of the Commitment period, you agree to pay Air Net Services a recovery fee in an amount equal to the difference between the price you paid and the suggested retail price (SRP) of the goods, service or other benefit you received at the time the Commitment period began. Recovery fees are cumulative and in addition to any other charges or fees you may owe Air Net Services, including any applicable disconnection fees.
4.16 You accept that when you order the Service from us we may carry out credit reference enquiries about you and that we may also carry out identity and fraud prevention enquiries. All information disclosed to us following such enquiries will be protected and kept secure in accordance with our privacy policy at www.AirNetServices.co.uk.
5. Money Back Guarantee
5.1 We offer a 28 day Money Back Guarantee. Under the terms of our Money Back Guarantee, if Air Net Services has supplied Equipment to you, Air Net Services refunds the activation fee, subscription for the first month of service, and shipping charges and waives any applicable disconnection fee(s), provided the terms described below are satisfied in full. The Money Back Guarantee applies only to the first ordered voice line (or first ordered voice line and fax line depending on your call plan), not to additional or secondary lines. If you have purchased the Equipment from a retail outlet no refund of shipping charges or refund of the activation fee is applicable, but you are entitled to return the Equipment to the store where the purchase was made for a full refund provided you have complied with the terms of clauses 5.2.1, 5.2.2, 5.2.3 and 5.2.4.
5.2 In order to be entitled to this Money Back Guarantee:
5.2.1 You must cancel the Service within 28 days after the date of placing your order;
5.2.2 You must at your cost return the Equipment within 14 days after cancellation. Where Air Net Services has supplied the Equipment, the Equipment must be returned to Air Net Services by recorded delivery to such address as shall be notified to you by Air Net Services. Where a retail outlet has supplied the Equipment, the Equipment must be returned direct to the retail outlet where the purchase was made;
5.2.3 You must return the Equipment undamaged in its original packaging with the universal product code or bar code intact. All components, manuals, cables, power adapter and registration cards must be included.
5.2.4 You must not have used more than 250 minutes of local and national geographic calls (including calls to the Republic of Ireland). You remain responsible for metered charges such as, but not limited to, international, mobile, non-geographic and directory enquiry calls.
5.3 To return the Air Net Services supplied equipment you need to obtain a valid return authorisation number from Air Net Services by telephoning customer services 01964 775001. You are responsible for the cost and risk of returning the Equipment.
6. Ownership and Risk
Where Air Net Services supplies the VoiceTalk Equipment to you, the Equipment remains the property of Air Net Services at all times and you must take good care of it. You bear all risk of loss or theft of, or damage to the Equipment.
7. Changing the Agreement
7.1 We may at any time change the terms and conditions of this Agreement, any policy or document referred to in this Agreement, our charges and call plans by posting changes on the “Twitter” section (front screen) of Air Net Services website (www.AirNet Services.co.uk). We shall endeavour to notify you of changes to call plans and charges at least one month before they are due to take effect, however, we may have to make some changes without giving the full one month’s notice. You agree that if you use the Service after any changes take effect you will be bound by the changes. You may contact us at any time by email: info@airnetuk.com or telephone 01964 775001 for details of changes to charges and call plans or visit our website at www.AirNetServices.co.uk.
7.2 Provided you have not used the Service following any change as described in clause 7.1, you may end this Agreement without incurring any applicable disconnection fee if the changes cause you material detriment provided that you will remain liable for all charges due up until the date of termination. To exercise your right of termination you will first need to give us notice by telephoning 01964 775001 (or such other telephone number as may be posted on our web site from time to time).
8. Warranty
8.1 We warrant that we shall provide the Service with reasonable skill and care, within a reasonable time and substantially as described in this Agreement. We do not warrant that the provision of the Service will be fault free or uninterrupted but will use all reasonable skill and care to provide and maintain the Service. We do not make any other promises or warranties about the Service. You acknowledge and agree that in entering into this Agreement you do not do so on the basis of, and do not rely on any representation, warranty or other provision except as expressly provided in this Agreement and all conditions, warranties or other terms implied by statute or common law are excluded to the fullest extent permitted by law. The Equipment and the Service is made available @as is@ for your own use only. Nothing in this Agreement affects your statutory rights.
8.2 We will provide a limited warranty on Equipment covering manufacturing defects only for a period of one (1) year from the date of Service activation. If Equipment supplied by us is faulty because of manufacturing defects you must report the fault by telephoning us promptly on 01964 775001 and we shall replace the Equipment for you provided the faulty Equipment is returned to us (to such address as shall be notified to you by Air Net Services) within a period of 30 days following the date on which the fault was reported to us. The faulty Equipment must be returned to us in its original packaging with the universal product code or bar code intact. All components, manuals and registration cards must be included. You will be charged for the replacement Equipment (including our delivery costs). The amount charged for the replacement Equipment (excluding our delivery costs) will be credited back to you provided we receive the faulty Equipment within 30 days following the date on which the fault was reported to us, and provided further that the fault is not caused by abuse or negligence while in your care.
8.3 With regard to mobile applications downloaded from and purchased through a third party provider (e.g., the iTunes® store or Play Store™), in the event of any failure of the mobile application to conform to any applicable warranty, you should notify the third party provider, and the third party provider may refund the purchase price for the mobile application to you. To the maximum extent permitted by applicable law, the third party provider will have no other warranty obligation whatsoever with respect to the mobile application, nor any other claims, losses, liabilities, damages, costs or expenses attributable to any failure to conform to any warranty.
Air Net Services Limited Company Policy, Processes, Terms & Conditions
9. Liability and Indemnity
You agree to indemnify, defend and hold harmless Air Net Services, its directors, employees, agents, licensor, suppliers and any third party information providers to the Service from and against all losses, expenses, damages and costs, including reasonable legal fees, resulting from any violation of our policy by you. Each of these individuals or entities shall have the right to assert and enforce the provisions directly against you on its own behalf. This provision shall survive the termination of your service.
9.1 You accept and agree that you will have no claim against us or any underlying network access provider if you are unable to access the Service and the exclusions and limitations of liability in this clause 9 shall apply to all claims arising from your use of the Service including claims against our network access providers.
9.2 We shall not be liable to you or any third party in contract or tort, including any liability for negligence or breach of statutory duty, or otherwise, for any loss of revenue, business, anticipated savings, profits, (whether or not in each case they are considered to be direct or indirect losses) corruption or destruction of data, or for any indirect or consequential loss howsoever arising, or in connection with any computer virus or system failure even if we are expressly advised of the possibility of such damage or loss.
9.3 In the event of any failure in the Service or Equipment, we shall not be liable to you for any charges incurred by you should you divert your traffic to another provider.
9.4 You will indemnify Air Net Services from and against any and all costs, expenses, (including reasonable legal fees), claims, demands and actions arising from or related to any breach of this Agreement or any misuse of the Service or Equipment (whether or not supplied by Air Net Services).
10 Matters Outside Our Control
We shall not be liable to you or be in breach of this Agreement for any delay or failure in performance if such delay or failure is due to a cause beyond our reasonable control.
11 Disputes, Number Porting Compensation and Complaints Resolution
Details of our disputes and complaints resolution process, how to claim under our Number Porting Compensation Scheme and how a dispute may be handled through an independent Ofcom approved adjudication scheme can be found in our Customer Complaints Code
12. Privacy Policy:
We have taken the time to disclose all of our information in regard to the way we use customer information for collection purposes, practices and our privacy policy. Because we respect our customer’s privacy, we protect their data, and any information which we hold is to the strictest security, and is not disclosed. Please review the full details of our policy. We collect financial information only at the time of customer payment. Agreed payments are refundable up-to 7 days, should there be a due cause after payment is taken. This policy is to ensure that a very fair practice is carried out, and to show that we have our customers’ best interests at heart. Who has access to the information which we collect? Ourselves: – To assist in the fulfilment of customer services. Third party organizations purely for the purpose of secure payment order processing. We do not store card payment order details or card Information.
13. Licence and Intellectual Property
13.1 Air Net Services grants to you a personal non-exclusive, non-transferable licence to use the software in the Equipment and in any Air Net Services mobile application (‘Software’) for the purpose of which it is intended and for no other purpose. You will not reproduce the Software and you will keep the Software in confidence. You will not (to the extent that Air Net Services cannot prohibit such acts by law) modify, adapt, translate, reverse engineer, decompile or disassemble the Software or create any derivative work based thereon or merge or include the Software with or in any other software.
13.2 You will not use Equipment, any Air Net Services mobile application or Software to develop any software or other technology having the same primary function, including but not limited to using Equipment, any Air Net Services mobile application or Software in any development or test procedure that seeks to develop like equipment, applications, software or other technology, or to determine if such equipment, application, software or other technology performs in a similar manner as our Equipment, any Air Net Services mobile application or Software.
13.3 All websites, corporate names, service marks, trademarks, trade names, logos and domain names (collectively “marks”) of Air Net Services are and shall remain the exclusive property of Air Net Services throughout the world. Nothing in this Agreement shall grant you the right or licence to use such marks. You are not allowed to remove, alter or destroy any marks, copyright markings or notices placed upon or contained within our website content, our materials, Service, Equipment or any Air Net Services mobile application.
14. General
14.1 We can record any conversations between you and our staff.
14.2 If we fail to enforce a right under this Agreement, that failure will not prevent us from enforcing other rights, or the same type of right on a later occasion.
14.3 If a clause or condition of this Agreement is not legally effective, the remainder of this Agreement shall be effective. We can replace any clause or condition that is not legally effective with a clause or condition of similar meaning that is.
14.4 Nothing in this Agreement confers on any third party any right to enforce any of its provisions pursuant to the Contracts (Rights of Third Parties) Act 1999, but this does not affect any right or remedy of a third party which exists or is available apart from that Act. If you are not a party to this Agreement, you do not have any remedy, claim, liability, reimbursement, or cause of action. This Agreement does not create any third party beneficiary rights provided, however, that with regard to provisions related to Air Net Services mobile applications made available for download through a third party marketplace such as the iTunes® store or the Play Store™, you acknowledge and agree that such third parties, and its or their subsidiaries, are third party beneficiaries of this Agreement, and that, upon your acceptance of the terms and conditions of this Agreement, such third parties will have the right (and will be deemed to have accepted the right) to enforce specific terms of this Agreement against you as a third party beneficiary thereof.
14.5 You may not assign or transfer any of your rights or obligations under this Agreement without our prior written consent.
14.6 Those clauses the survival of which is necessary for the interpretation or enforcement of this Agreement shall continue in full force and effect in accordance with their terms notwithstanding termination or expiry of this Agreement.
14.7 This Agreement represents the entire agreement and understanding between us in relation to the subject matter hereof and supersedes all prior understandings and representations, whether written or oral. This clause shall not affect the parties’ rights and remedies in respect of any fraudulent misrepresentation.
14.8 This Agreement is governed by the laws of England and Wales and the parties submit to the exclusive jurisdiction of the English Courts.
14.9 We shall not be liable to you for any loss or damage due to any cause beyond our reasonable control such as failure or shortage of power supplies, acts or omissions of other communications providers, compliance with any law or court order, acts or omissions of local or central government or other competent authorities.

Acceptable Use Policy:

Air Net Services Acceptable Use Policy is intended to help enhance the use of the Internet by preventing unacceptable use of the services. All users of Air Net Services must comply with this policy. We support the free flow of information and ideas over the Internet and do not actively monitor use of the Services under normal circumstances. Similarly, we do not exercise editorial control over the content of any Web site, electronic mail transmission, news group, or other material created, or accessible over, or through the Services, except for certain proprietary Web sites. However, in accordance with the Terms and Conditions of our Services we may remove any materials, that in our sole discretion may be illegal, may subject us to liability, or which may violate this Acceptable Use Policy, Air Net Services may cooperate with legal authorities and/or third parties in the investigation of any suspected or alleged crime or wrong doing. Your violation of this Acceptable Use Policy may result in the suspension or termination of your access to the Services. Our Acceptable Use Policy should be read in conjunction with the full Terms & Conditions of our Services, and all other policies and processes which are contained within this document.

Violations of Air Net Services Acceptable Use Policy:

The following constitute violations of this Acceptable Use Policy: a) Illegal Use. Using the Services to transmit any material (by email, uploading, downloading, posting or otherwise) that, intentionally or unintentionally, violates any applicable local, national or international law, or any rules or regulations promulgated there under. The Network utilised by Air Net Services may be used only for lawful purposes. Transmission, distribution or storage of any material in violation of any applicable law or regulation is prohibited. This includes, without limitation, material protected by copyright, trademark, trade secret or intellectual property rights used without proper authorisation, and material that is obscene/defamatory, constitutes an illegal threat, or violates export control laws. b) Harm to Minors. Using the Services to harm, or attempt to harm, minors in any way. c) Threats. Using the Services to transmit any material (by email uploading, downloading, posting, voice calls or otherwise) that threatens or encourages bodily harm or destruction of property. d) Harassment. Using the Services to transmit any material (by email, uploading, downloading, voice calls or otherwise) that harasses another. e) Sexually Explicit Material. Using the Services to transmit any material (by email, uploading, downloading or otherwise) that contains explicit or graphic descriptions or accounts of sexual acts including but not limited to sexual language of a violent or threatening nature directed at another individual or group of individuals. f) Discrimination. Using the Services to discriminate against, victimize, harass, degrade or intimidate an individual or group of individuals on the basis of religion, gender, sexual orientation, race, ethnicity, age or disability. g) Libel or Defamation. Using the Service to make libellous or defamatory remarks about another person or entity. h) Fraudulent Activity. Using the Services to make fraudulent offers to sell or buy products, items or services or to advance any type of financial scam such as “pyramid schemes,” “Ponzi schemes,”, “chain letters,” and other forms of business fraud. i) Forgery or Impersonation. You may not impersonate any person or entity, including any employee or representative of Air Net Services. Adding, removing or modifying identifying network header information in an effort to deceive or mislead is prohibited. Attempting to impersonate any person or entity by using forged headers or other identifying information is prohibited. j) Unsolicited Commercial Email/Unsolicited Bulk Email. Using the Services to transmit any unsolicited commercial email or unsolicited bulk email (also known as “Spamming”). Users may not transmit such emails even if the transmission provides an electronic email address to which the recipient may send a request for declining such electronic mail. Activities that have the effect of facilitating unsolicited commercial email or unsolicited bulk email whether or not that email is commercial in nature, is prohibited. k) Unauthorised Access. Using the Services to access or to attempt to access, the accounts of others, or to penetrate, or attempt to penetrate, security measures of Air Net Services or another entity’s computer software or hardware, electronic communications system, or telecommunications system, whether or not the intrusion results in the corruption or loss of data. l) Copyright or Trademark Infringement. Using the Services to transmit any material (by email, uploading, downloading, posting or otherwise) that infringes any copyright, trademark, patent, trade secret, or other proprietary rights of any third party, including, but not limited to, the unauthorized copying of copyrighted material, the digitization and distribution of photographs from magazines, books, or other copyrighted sources, and the unauthorized transmittal of copyrighted software. m) Collection of Personal Data. Using the Services to collect or attempt to collect, personal information about third parties without their knowledge or consent. All Users further agree they will not attempt to collect or use any personal information from a minor (anyone under 18 years old) without appropriate prior verifiable parental consent. n) Reselling the Services. Reselling the Services without Air Net Services authorization. The Services are for your use only. o) Network Disruptions and Unfriendly Activity. Using the Services for any activity, which adversely affects the ability of other people or systems to use the Services or the Internet. This includes “denial of service” attacks against another network host or individual user. Interference with or disruption of other network users, network services or network equipment is prohibited. This includes but is not limited to software viruses or any other computer code, files or programs that are designed or intended to disrupt, damage, or limit the functioning of any software, hardware, or telecommunications equipment or damage or obtain unauthorized access to any data or information of any third party. It is the User’s responsibility to ensure that their network is configured in a secure manner. A User may not, through action or inaction, allow others to use their network for illegal or inappropriate actions. A User may not permit their network, through action or inaction, to be configured in such a way that gives a third party, the capability to use their network in an illegal or inappropriate manner. p) Excessive Transfer of Data. The transfer of data beyond that which Air Net Services considers ‘fair’. While bandwidth is automatically limited to the throughput specified in the User’s Service plan, Air Net Services reserves the right to monitor data transfer use of its customers. Transfer of data in excess of your fair share will result in a warning. Transferring more data than stated on a regular basis, will be flagged by our system, your bandwidth will be reduced, and we will contact you to let you know. Failure to comply will result in restriction or termination of the service. Unacceptable use of the service is regarded as continuously downloading bulk data at high speeds. P2P traffic; including torrents, newsgroups and other file sharing applications, have very low priority on our network, with no guaranteed transfer rate. q) Compromising Security. Using or distributing tools designed or used for compromising security, which includes but is not limited to: password guessing programs, decoders, password gatherers, analyzers, cracking tools, packet sniffers, encryption circumvention devices, or Trojan horse programs. Network probing or port scanning tools are only permitted when used in conjunction with a residential home network, or if explicitly authorized by the destination host and/or network. Unauthorized port scanning, for any reason, is strictly prohibited. r) Network Content or Services to Others. You may, subject to condition (o) above run programs or servers that provide network content or other services to others on our WaveLink services. If the running of servers or programs causes any network disruption, packet loss, IP conflict or disruption, unnecessary use of bandwidth, or any other activity which adversely affects the network and the supply of services to our other customers, your service may be suspended with immediate effect until the cause can be identified and a solution found. Continued disruption will be viewed as a violation of the AUP, and will lead to termination of service to you. s) Mail Servers. If you are running an SMTP Mail Service over a private network, you must ensure that it is configured correctly to prevent it being exploited by outside users for the purposes of sending unsolicited email. t) Sharing your Internet Connection. If you share your Internet connection over a private network, you must ensure that your network is secure and does not allow unauthorised users to access your network, particularly if you are running an open proxy server. Allowing unsecured access to your network via our Services is prohibited.
Reporting Violations of Air Net Services Acceptable Use Policy:
Air Net Services requests that anyone who believes that there is a violation of this Acceptable Use Policy please report such information to Air Net Services. Air Net Services may take any one or more of the following actions in response to complaints: – Issue warnings: written or verbal – suspend a customer’s newsgroup posting privileges – suspend a customer’s account – terminate a customer’s account – Bill a customer for administrative costs and/or reactivation charges – Bring legal action to enjoin violations and/or to collect damages, if any, caused by violations -report any violations to the appropriate legal authorities.

Modifications to our Acceptable Use Policy, processes & our service terms:

Air Net Services reserves the right to modify or amend this Acceptable Use Policy and all of our other terms and conditions, policies and agreements at any time and in any manner. Notice of any modification or amendment will be posted and/or distributed on our website. Questions about this policy should be sent via e-mail. Reports of activity in violation of this policy may also be sent by e-mail. If you believe that we have collected incorrect information, or if you would like to dispute any information, or need further information or advice, then please feel free to email our support help desk using subject ‘procedure information’ to admin@airnetuk.com, We will get back to you as soon as possible. You can also contact our help desk, 01964 775001. All of our statements and processes above apply to Air Net Services Limited. Company registered in England and Wales with company number 06063832. 62 St. Philips Road, Keyingham, Hull, East Yorkshire, HU12 9TD.

The following information we do store:

Contact address and other information (such as: name, email, telephone numbers, contract details and live service details. This information is stored very securely to protect it from loss and it is strictly only accessed by our company, to protect it from misuse, or alteration, and accessed only for requirements, like ordering live services, or account changes, and it is only kept and used for the duration of a service term, upon which it is then securely erased. We will not keep your contact information unless we have asked you, and you agree to let us keep it strictly for the purpose of contacting you regarding continual contract offers or other products or services that we offer, and which we feel may interest you, or be appropriate to you.
Information which we share with third parties:
We do not and will not share or disclose any type, or form of information that we have about any of our customers; with any third party person or organisation, without strict permission given by our customer during any service term or agreement which they have made with us.

Customer Complaints Procedure:

We are committed to addressing customer complaints as fairly and as quickly as possible. If you are dissatisfied with any aspect of our service, please contact us and we will do our best to resolve the problem as quickly as possible. We operate a complaints procedure to help ensure that any complaints are dealt with to your satisfaction. If you are not able to make a complaint yourself, you can ask someone to make the complaint on your behalf. This Procedure explains: How you can make a complaint, how we will handle a complaint, and what you can do if you are not satisfied with the way your complaint has been handled. How you can make a complaint:
You will need to put your complaint in writing and send it to us either by email, or by post. To contact us by email please send to: admin@airnetuk.com. You can also write to us at Air Net Services Limited, 62 St. Philips Road, Keyingham, Hull, HU12 9TD.
How we will handle a complaint: We are committed to handling any complaints as fairly and as quickly as possible. As soon as we become aware of your complaint we give it a complaint reference number. If you are unhappy with the way in which your complaint has been handled you can ask for it to be escalated. We will respond to an email within 5 working days .We will respond to a letter within 7 working days. What you can do if you are not satisfied with the way your complaint has been handled: If your complaint has not been resolved by us to your satisfaction within a period of eight weeks, or if during the process of investigating your complaint you receive a deadlock letter from us notifying you that we can do nothing further to resolve your complaint, you have the option of referring your complaint to CISAS for independent consideration. CISAS will make an independent decision based entirely on the merits of your complaint. Contact details for CISAS are as follows: CISAS, 70 Fleet Street, London, EC4Y 1EU. Website: www.cisas.org.uk Email: info@cisas.org.uk Telephone: 020 7520 3827 Fax: 020 7520 3829