Business broadband terms (10 or fewer people, or not for profit)

For customers that declare at checkout that 10 or fewer people work for them, or that they are a charity or other not for profit organisation. Cyber Fibre is a trading name of Cyber Fits Solutions Limited, registered in England and Wales, company number 16254052, registered office 7 Sea View Park, Sunderland, SR6 7JS.

Business Broadband and Phone Terms

Version CFB-BUS-S-2026.11. These terms, your Order Summary and your Contract Summary together form the agreement between you and us. If the Order Summary conflicts with these terms, the Order Summary takes priority.

We are Cyber Fits Solutions Limited, trading as Cyber Fibre, registered in England and Wales (company number 16254052), registered office 7 Sea View Park, Sunderland, SR6 7JS. Contact: support@cyberfibre.uk, 0191 543 3564. You are the business customer named in the Order Summary.

1. Definitions

Services means the broadband service, any phone line and any extras set out in the Order Summary. Equipment means any router, mesh unit, phone, adapter or other hardware we supply. Minimum Term means the minimum term in the Order Summary, starting on the Service Commencement Date. Service Commencement Date means the date the Services are first made available for use. Charges means all amounts payable under this agreement. Price guide means our list of other charges at cyberfibre.uk/prices. Small Customer means a business for which 10 or fewer people work (whether as employees, volunteers or otherwise), or a charity or other not for profit organisation, in each case as declared by you when ordering. You have told us you are a Small Customer, and this agreement gives you the protections Ofcom requires for Small Customers. If that declaration was wrong, tell us and we will explain how your agreement changes.

2. The Services

2.1 We will provide the Services at the installation address using reasonable skill and care.

2.2 The Services are delivered over third party networks. Your Order Summary and Contract Summary set out the maximum, normally available and minimum download and upload speeds. Speeds are measured over a wired connection to the router, and actual performance can vary because of network conditions, equipment, internal wiring, WiFi and usage. The speeds are estimates, not a guarantee.

2.3 If your speed is significantly and persistently below the minimum speed, tell us. We will ask you to run speed tests on a device connected to the router by network cable, with other devices not using the connection, at different times of day. Tests over WiFi or through other equipment measure your own set up rather than the Services, so they do not count towards the minimum speed. We may also test the connection ourselves. We will investigate and try to fix it. If we cannot bring your speed up to the minimum speed within 30 days of you telling us, you may end the affected broadband, and any phone line with it, without an early termination charge, by telling us within the following 30 days.

2.4 We do not promise that the Services will be uninterrupted or fault free, but we will use reasonable endeavours to restore service as quickly as practicable when a fault occurs.

2.5 Any IP addresses we provide remain ours and may be changed where reasonably necessary for technical or operational reasons. We will give you as much notice as we can.

2.6 The Services are provided for business use. You are responsible for checking that they meet your business requirements.

3. Installation

3.1 Provision depends on availability, technical feasibility and, where needed, a survey. Installation dates are estimates, and we will keep you informed.

3.2 If installation cannot go ahead, or needs extra work that would change the price, we will tell you before any work is done. You can then accept the new price or cancel the order and receive a full refund of anything paid upfront.

3.3 You must give reasonable access to the installation address and make sure a responsible person is there when needed. If an engineer cannot complete a visit because of something within your control (for example no access or incorrect information), we may charge the missed appointment fee in our price guide. The network provider or our wholesale suppliers may contact you directly about installation appointments, access to the premises, faults and emergencies.

3.4 Charges start on the Service Commencement Date.

4. Charges and payment

4.1 The Charges are set out in the Order Summary. All Charges exclude VAT, which is added at the prevailing rate.

4.2 Installation, Equipment and your first month are paid when you order, by Instant Bank Pay through GoCardless or by debit or credit card through Stripe, or, if you choose to pay by Direct Debit instead, collected by Direct Debit through GoCardless a few working days after you order. If you pay by card, you also set up a Direct Debit through GoCardless before we place your order. After that the monthly Charges are billed in advance and collected by Direct Debit through GoCardless on your chosen date. Your first Direct Debit may include a part month so that later payments fall on your chosen date.

4.3 If a payment fails we will tell you and try again. We may charge the failed payment and reconnection fees in our price guide, which reflect our costs, and statutory interest and compensation on late payments under the Late Payment of Commercial Debts (Interest) Act 1998.

4.4 If any Charges remain unpaid 14 days after the due date, we may suspend the Services after giving you at least 7 days' notice.

4.5 Our price guide lists every other charge that may apply. We do not charge anything that is not in your Order Summary, these terms or the price guide.

5. Price changes

5.1 Your monthly Charges increase on 1 April each year by the amount in pounds and pence shown in your Order Summary, which also shows the price you will pay after each increase during your Minimum Term. This increase is part of the agreed Charges. After the Minimum Term the same increase applies each 1 April; we will tell you at least one month before each one, and you can end the Services at any time on 30 days' notice under clause 6.2.

5.2 We will not otherwise increase the Charges during the Minimum Term except as set out in clause 11. If we propose any other change that is not solely to your benefit, we will give you at least one month's written notice, and you may end the affected Services without an early termination charge within one month of our notice.

6. Minimum Term, renewal and ending the agreement

6.1 The agreement starts when you sign it and the Minimum Term starts on the Service Commencement Date.

6.2 At the end of the Minimum Term the Services continue month to month at the same Charges (including the annual increase in clause 5.1). We will not renew you into a new minimum term unless you expressly agree to a new order. You can end the Services at any time after the Minimum Term by giving us 30 days' notice, and you will pay nothing beyond the Charges for that notice period.

6.3 We will contact you between 10 and 40 days before the end of the Minimum Term to tell you it is ending, what you pay now, what you will pay afterwards and our best prices for you. Once a year after that we will tell you our best prices again.

6.4 Charges continue to apply during any notice period.

7. Early termination

7.1 Early termination charge. If you end the Services during the Minimum Term (other than under clauses 2.3, 5.2, 7.5, 10.3, 11 or 13.4), or we end them under clause 7.4, you must pay an early termination charge. It is the monthly Charges (including any phone line) for the months left in the Minimum Term, less 10% to reflect the costs we save and the benefit of being paid early, plus VAT. Part months are charged pro rata. Example: 6 months left at £60.00 a month is £360.00, less 10% is £324.00, plus VAT £388.80. You will not pay more than this.

7.2 Where Equipment was included in your package or supplied at a reduced price and you end the Services during the Minimum Term, we may also charge the Equipment value shown in your Order Summary, unless you return it to us in working order within 14 days.

7.3 Moving premises. Please tell us at least 30 days before you move. If we can provide the Services at your new premises, we will move them; your Minimum Term carries on, and we will tell you about any installation charge before we go ahead. If we cannot provide the Services there, you can end them with 30 days' notice. The early termination charge in clause 7.1 applies, because we still have to pay the network for the rest of your Minimum Term.

7.4 Ending by us. We may end this agreement, or any of the Services, by telling you in writing if: (a) Charges are still unpaid 14 days after we suspended the Services under clause 4.4, and when we suspended them we warned you that we would end the agreement if you did not pay; (b) you commit a material breach of this agreement that cannot be put right, or that you have not put right within 14 days of us asking you to; or (c) you become insolvent, enter administration, receivership or liquidation, make an arrangement with your creditors, or stop or threaten to stop trading.

7.5 If a network stops serving your premises. The Services rely on networks and suppliers we do not own. If one of them stops providing service at your premises, or we can no longer provide the Services there for another reason outside our reasonable control, we will tell you as soon as we can and, where we can, offer you another service. If we cannot offer one, or you do not want it, we may end the affected Services by giving you at least 30 days' notice, or as much notice as we are given if that is less. You will not pay any early termination charge, we will refund any Charges you paid for the period after the Services end, and you can still take your phone numbers to another provider.

8. Equipment

8.1 Equipment we supply, whether you paid for it or it was included in your package, is yours to keep, including when the Services end, subject to clause 7.2. Its value is shown in the Order Summary.

8.2 Equipment comes with the manufacturer's warranty. We will help with faults during the warranty period. Damage from misuse, neglect or unauthorised changes is not covered.

8.3 We do not guarantee WiFi coverage in every part of the premises. You are responsible for your own network and devices beyond the Equipment we supply.

8.4 Network equipment. Some Services need equipment that belongs to the network provider, not to you or us (Network Equipment), such as the fibre box on the wall. You must: (a) keep it safe at the premises, in a suitable place with mains power; (b) not move, open, alter or tamper with it, or let anyone else do so; and (c) give the network provider and us reasonable access to install, maintain, repair and collect it, including after the Services end. If Network Equipment is lost, damaged or not made available for collection because of something within your control, you must pay the charge the network provider makes to us for it, which we will show you before we bill it.

9. Using the Services

9.1 You must use the Services lawfully and must not misuse or disrupt the network. In particular, you must not use the Services to: (a) send spam or other unsolicited bulk messages; (b) access, store or share material that is illegal or that infringes someone else's rights; (c) attack, probe or interfere with any network, system or device without permission, or spread malicious software; or (d) resell the Services or provide them to anyone outside your business without our written agreement. You are responsible for how anyone using the Services at your premises uses them.

9.2 We may suspend the Services where we reasonably suspect fraud, misuse, a risk to the network, or where the law or a network provider requires it. We will tell you first where it is reasonably practicable.

9.3 You will compensate us for any claims, losses and costs (including reasonable legal costs) that we incur because you break clause 9.1, or because of unlawful use of the Services by you or anyone using them at your premises.

9.4 We may apply reasonable traffic management to protect the network, as explained at cyberfibre.uk/traffic-management. If we detect a security threat coming from or aimed at your connection, such as malware or a denial of service attack, we may block the affected traffic for as long as needed to protect you and the network, and will tell you what we have done and why.

10. Faults and support

10.1 Report faults to us at support@cyberfibre.uk or 0191 543 3564. We will investigate with reasonable skill and care and keep you updated. The fault repair care level and target for your connection are in your Order Summary. The target is not a guarantee, but we will chase the network provider on your behalf.

10.2 Where a fault is caused by your equipment, internal wiring or something outside our network, we may charge the engineer visit fee in our price guide. We will tell you before booking a visit where we think this is likely.

10.3 If a fault that we are responsible for fixing materially affects your use of the Services and is not fixed within 30 days of you reporting it, you may end the affected Services without an early termination charge.

10.4 If anyone using the Services has additional needs, tell us and we will do what we reasonably can to help, as set out in our extra help policy at cyberfibre.uk/extra-help. We can provide your agreement and bills in other formats, such as large print, on request and free of charge.

11. Changes to the Services or these terms

11.1 We may make changes that are needed for technical, legal or regulatory reasons, or that are required by a network provider. If a change is not solely to your benefit and is not the annual increase in clause 5.1, we will give you at least one month's written notice and you may end the affected Services within one month of our notice without an early termination charge.

12. Switching

12.1 Business broadband does not yet use the One Touch Switch process. When you switch to us, you must give notice to your previous provider yourself; they may keep billing you until your old service ends, and you are responsible for any charges from them. We will tell you the date your service with us is expected to go live so that you can time your notice. When you leave us, Charges continue until the Services end, subject to clauses 6 and 7.

12.2 If your switch to us goes wrong. If, because of something we or our suppliers did or failed to do: (a) your service does not go live on the date we agreed, we will credit you £5 for each calendar day it is late; (b) you are left without broadband or phone service for more than one working day during the switch, we will credit you £8 for each further calendar day without service; or (c) we miss an appointment we agreed with you, or cancel it with less than 24 hours' notice, we will credit you £25. We will apply the credit to your account within 30 days without you having to ask. These credits are in addition to your right under clause 10.3.

13. Liability

13.1 Nothing in this agreement limits liability for death or personal injury caused by negligence, for fraud, or for anything that cannot legally be limited.

13.2 We are not liable for loss of profit, revenue, business, goodwill or data, or for indirect or consequential loss.

13.3 Our total liability in any 12 month period is limited to the total Charges you paid in that period, or £1,000 if that is greater.

13.4 We are not liable for failure or delay caused by events outside our reasonable control, including failures of third party networks, power failures and severe weather. If such an event affects the Services, we will tell you, take reasonable steps to limit its effect, and not charge you for any period in which the Services are not available. If it stops the Services for more than 30 days in a row, either of us may end the affected Services by telling the other, without an early termination charge.

14. Complaints and disputes

14.1 Please contact us first about any complaint. Our complaints code is at cyberfibre.uk/complaints and we will send you a copy free of charge if you ask.

14.2 As a Small Customer, if we have not resolved your complaint within six weeks, or we send you a deadlock letter, you can refer it free of charge to the Communications and Internet Services Adjudication Scheme (CISAS), an independent scheme run by the Centre for Effective Dispute Resolution (CEDR), within 12 months: cedr-assist.com/consumer/cisas, cisas@cedr.com, 020 7520 3814, CISAS, Centre for Effective Dispute Resolution, 100 St Paul's Churchyard, London, EC4M 8BU. We will comply with any decision you accept.

15. Data protection

15.1 We process personal data in line with the UK GDPR and the Data Protection Act 2018, as described in our privacy notice at cyberfibre.uk/privacy. We share the data needed to provide the Services with network providers, our wholesale suppliers, GoCardless, Stripe and other service providers named in the privacy notice.

16. General

16.1 This agreement is governed by the law of England and Wales and the courts of England and Wales have jurisdiction.

16.2 Notices may be given by email to the addresses in the Order Summary and above.

16.3 If part of this agreement is found invalid, the rest continues in force. A failure to enforce a right is not a waiver of it.

16.4 You may not transfer this agreement without our written consent, which we will not unreasonably refuse. We may transfer it to another company in our group or to a successor, provided this does not reduce your rights.

16.5 This agreement is the entire agreement between us about the Services.

17. Phone service

This clause applies if your Order Summary includes a phone line.

17.1 Your phone line uses internet calling (VoIP) over your broadband. You can use a phone plugged into your router (where your router has a phone socket), a phone or adapter we supply, or our app on your phone or computer. If you chose a mobile divert, calls to your number are sent to the mobile number you gave us, and you cannot make calls from the line.

17.2 Emergency calls. You can call 999 and 112 free of charge. Because the line uses your broadband and mains power, it will not work in a power cut, or if your broadband, router or adapter is not working, unless you use our app on a mobile phone with its own signal. We register the emergency address in your Order Summary so that the emergency services know where to send help. If you use the line at a different address, they may be sent to the wrong place, so tell us straight away if you move or use the line somewhere else, and we will update it.

17.3 If you rely on your phone line. Tell us before your line is set up if anyone at your premises has a telecare or personal alarm, or relies on the line, for example because there is no mobile signal at your premises. We will help you keep the alarm working and, where someone is at risk, provide a way to call 999 for at least one hour in a power cut, at no cost to you. Some alarms, fax machines, lift lines and older security systems do not work over internet calling.

17.4 Calls. Calls included in your plan, as shown in your Order Summary, are not charged. Other calls are charged at our call rates published at cyberfibre.uk/call-rates and are added to your next bill, plus VAT. Inclusive and unlimited calls are for normal business use of one line; we may contact you if use is clearly beyond that. To protect you from fraud and unexpected bills, international and premium rate calls are blocked when your line starts. Ask us if you would like them unblocked.

17.5 Your number. If you are keeping your number, you authorise us to transfer it from your current provider, and any transfer fee is in your Order Summary. Transfers are carried out by the networks: we aim to complete the transfer on the day your broadband goes live, but we cannot always choose the date. Until the transfer completes, your number stays with your current provider, so do not cancel your phone service with them before then. If you choose a new number, we allocate it. You can take your number to another provider when you leave us, free of charge, and for at least one month after your agreement ends.

17.6 Phone book. Your number is not listed in the phone book or with directory enquiries. Contact us if you would like it to be.

17.7 Caller display. Your number is shown to the people you call, unless you choose to withhold it.

17.8 Term and price. Your phone line has the same Minimum Term as your broadband and ends when your broadband ends. If you add a phone line later, it ends with your broadband's Minimum Term, so adding it does not extend your agreement. Any introductory discount, the monthly price after it, and the price after each April increase are in your Order Summary. The phone line's remaining monthly Charges count towards any early termination charge in the same way as your broadband.

17.9 If you leave our broadband. We can move your phone line, with its number, to our sister company Virtual Voice Office so that you can keep it. Ask us before your broadband ends.

Want a copy? Email support@cyberfibre.uk.