Terms of Service

Fibrion sells digital infrastructure and related services — including connectivity, communications, cloud, workplace, security and professional services — as described on our website and in your order confirmation. Specialist suppliers execute the underlying services; Fibrion remains your single point of contact and the supplier of record for the customer experience.

Service availability depends on your address and survey results. We will confirm what is available at your premises before your order becomes binding where a survey is required.

An order is an offer to buy. Your order becomes binding when we send you an order confirmation. We may decline an order where a service is unavailable, where credit checks fail, or where we suspect fraud.

Some services are sold as fixed-term contracts (for example, 12, 18 or 24 months). The minimum term and any early termination charges are shown before you check out and in your order confirmation. Out-of- term services continue on a rolling basis until cancelled.

You are responsible for providing accurate information, including your service address and contact details, and for keeping your account credentials secure.

Prices are as shown on our website at the time of your order, except for pricing errors. Where a price is obviously an error, we will contact you to confirm the correct price or cancel the order and refund any payment taken.

Prices are inclusive of VAT at the applicable UK rate unless stated otherwise. We will issue a VAT invoice for your records.

We may change prices for new orders and renewals at any time. Where a price change affects you during a fixed term, we will give you at least 30 days' notice and explain your right to cancel without penalty.

We accept card payments, processed securely by Stripe, and — where shown at checkout — bank transfer and cryptocurrency. Card payments are taken at the time of order or in accordance with the schedule in your order confirmation.

Bank transfers must include your invoice number as the payment reference. Services subject to a transfer are provisioned once funds clear, which typically takes 1–2 working days. Cryptocurrency payments are confirmed after the required number of network confirmations; your payment reference (invoice number) should be included in the transaction memo where the network allows.

Direct Debit may be offered for eligible services. The Direct Debit Guarantee applies to all Direct Debit payments.

If a payment fails or is declined, we will notify you and may suspend the affected services until payment is received.

Your 14-day right. Where you are a consumer contracting at a distance (for example, online), you have the right to cancel your order within 14 days of the contract starting, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To cancel, contact us by a clear written statement (email to support@fibrion.co.uk is fine).

Exceptions. Where you have explicitly asked us to begin provision within the cancellation period and you acknowledge losing the right to cancel once the service is fully performed, the right to cancel ends once provision is complete. Certain services (for example, personalised configurations or same-day installations agreed in advance) may be exempt.

Refunds. If you cancel under the 14-day right, we will refund payments within 14 days of receiving your cancellation, using the same payment method, minus the value of any services already provided. For business customers, cancellation is subject to the terms of your agreement.

Faulty services. Where a service is not as described, not of satisfactory quality, or not fit for purpose, you have the rights given to you by the Consumer Rights Act 2015, including repair, replacement, or a price reduction or refund where those cannot be provided.

Refunds for agreed credits and waivers (for example, service failure credits) will be applied to your account or original payment method as agreed with you.

You agree not to:

• Use the services for any unlawful purpose, or to transmit, store or distribute material that is unlawful, defamatory or infringing.
• Attempt to gain unauthorised access to our systems, other customers' accounts, or any service we provide.
• Interfere with or disrupt the services, or use them in a manner that degrades performance for other customers (for example, excessive or automated use beyond normal business use).
• Resell the services to third parties without our written consent.

We may suspend or terminate services that breach these terms, with notice where reasonably practicable.

Where a service is sold with a service level agreement (SLA), the commitments in that SLA (for example, uptime targets and fix times) form part of your contract. Details of any applicable SLA are shown on the relevant service page or in your order confirmation.

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot lawfully be excluded.

Subject to that, our total aggregate liability to you in connection with these terms and the services is limited to the greater of the amounts you have paid to us in the 12 months preceding the claim, or £500. We are not liable for indirect or consequential loss, or for loss of profit, revenue, data or business opportunity.

We are not liable for acts or omissions of underlying suppliers (for example, network outages caused by a carrier), but we will use reasonable endeavours to resolve any such issues on your behalf.

We may update these terms from time to time. Material changes will be communicated to you by email or through the portal at least 30 days before taking effect. Continued use of the services after the effective date constitutes acceptance of the updated terms.

These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction, except that if you live in Scotland or Northern Ireland you may bring proceedings in your local courts. Nothing in these terms affects your statutory rights.

Questions about these terms: support@fibrion.co.uk.