Terms and Conditions

These Residential Terms and Conditions apply to the supply of Sleek full-fibre broadband services by Sleek Broadband Ltd to you, our customer. Please read them alongside your order confirmation, the Contract Summary and Contract Information we give you before you order, and our Price Book (Tariff and Charges). If there is any conflict between these terms and any other terms, these terms prevail unless we have agreed otherwise in writing.

1. About Sleek and these terms

1.1 Sleek Broadband Ltd (“Sleek”, “we”, “us”, “our”) provides residential full-fibre broadband in the United Kingdom. Our company details are set out in section 23.

1.2 These terms, together with your order, form the agreement between you and us (the “Agreement”). They set out your rights and our obligations under UK consumer law and the regulatory rules set by Ofcom.

1.3 These terms are for residential customers only. The service must not be used for business purposes.

2. Definitions

Agreement: the contract for the supply of the Service, comprising these terms, your order and the pre-contract information we provide.
Charges: the amounts payable for the Service, as set out in your order and our Price Book.
Minimum Guaranteed Speed: the lowest download speed we tell you to expect at your address before you order, given in your Contract Information.
Plan: your chosen Sleek package (for example Sleek 80, Sleek 115 or Sleek 900).
Price Book: our Tariff and Charges document published at sleekbroadband.com.
Router: the Wi-Fi router and any related equipment we lend you.
Service: the Sleek broadband service and any equipment we provide.
Service Commencement Date: the date your Service goes live following installation.
Term: the minimum contract period for your Plan (for example 12 or 24 months).
In writing: includes email to support@sleekbroadband.com and letter to our registered office.

3. Your contract and how it starts

3.1 You can order online at sleekbroadband.com, by phone, or through an authorised partner. Your Agreement begins when we send you written acceptance of your order (usually by email).

3.2 The Term and Charges for your Plan take effect from the Service Commencement Date. Before you commit, we will give you a Contract Summary and Contract Information document showing your price, Term, speeds and any charges, as required by Ofcom’s General Conditions.

3.3 Provision of the Service is subject to a successful survey of your line and network by our network partner. If we cannot provide the Service, or additional installation charges apply, we will tell you before we proceed and you may cancel without penalty.

4. Your 14-day cancellation rights (cooling-off)

4.1 Because you order at a distance, you have a legal right under the Consumer Contracts Regulations 2013 to cancel within 14 days of receiving your order confirmation (the “cooling-off period”), for any reason. To cancel, contact us at support@sleekbroadband.com or by phone.

4.2 If you cancel within the cooling-off period and installation has not started, you will receive a full refund of anything you have paid, including standard delivery of any equipment.

4.3 If you ask us to begin installation during the cooling-off period and then cancel, you must pay a proportionate amount for the Service supplied up to cancellation, plus any activation or connection charges (including charges that were discounted or advertised as free as a condition of your Plan).

4.4 You must return any equipment within 14 days of cancelling. Refunds due to you are made without undue delay and within 14 days of cancellation or of receiving the equipment back.

5. Our service and installation

5.1 We agree to provide your chosen Plan and any equipment to your UK installation address, and to use all reasonable endeavours to meet our obligations.

5.2 Standard installation is included on all Plans. Where you choose a priority installation date this may carry an additional charge, shown in the Price Book and at the point of order.

5.3 The Router and any equipment we provide are loaned to you and remain our property. You agree to keep them safe. If you do not return equipment within 14 days of us asking, or return it damaged, a charge applies (see the Price Book).

5.4 We do not guarantee the Service will be fault-free, but we will work to correct faults reported to us as quickly as reasonably practical. We are not responsible for equipment we did not supply, or for internal wiring beyond the master socket.

6. Broadband speeds

6.1 In line with Ofcom’s voluntary Code of Practice on Broadband Speeds, before you order we give you a realistic estimate of the download and upload speeds you can expect at your address, together with a Minimum Guaranteed Speed.

6.2 If your download speed falls below the Minimum Guaranteed Speed and we are unable to restore it to that level within 30 days of you reporting it, you may end the Agreement without paying an early-termination charge.

6.3 Actual speeds can be affected by factors outside our control, including your in-home wiring, Wi-Fi conditions, the devices you use and the number of devices connected at once.

7. Your responsibilities

7.1 You agree to:

• give us safe access and any permissions we reasonably need to install and maintain the Service, including permission from a landlord or third party where relevant;
• use only equipment that meets relevant safety standards (for example UKCA/CE marking);
• keep your account credentials, PINs and passwords secure and confidential;
• connect the Router as instructed and keep the equipment safe; and
• keep your contact and payment details up to date.

7.2 You are responsible for your own use of the internet and for protecting devices you connect to the Service. You must not assign or transfer the Agreement without our written consent.

8. Acceptable use

8.1 You must not use the Service for any unlawful, fraudulent or improper purpose, or allow anyone else to do so, and you must not use it for business purposes.

8.2 You must not misuse the network, exceed its technical limits, or interfere with it or with other customers’ use. We publish an Acceptable Use Policy at sleekbroadband.com; serious or repeated breaches may lead to suspension or termination under sections 12 and 13.

9. Charges, payment and Direct Debit

9.1 The Charges for your Plan are those shown in your order and our Price Book. All Charges include VAT at the prevailing rate.

9.2 You pay by monthly Direct Debit unless we agree otherwise in writing. A valid Direct Debit must be in place before your Service can go live; without one, your order may be delayed, suspended or cancelled. Direct Debit payments are protected by the Direct Debit Guarantee.

9.3 If you cancel your Direct Debit or pay late, we may charge an administration fee and, after reasonable notice, suspend the Service. Any charges are set out in the Price Book.

9.4 Periodic charges are pro-rated on a 30-day month basis for your first and last month of Service. We may recover unpaid charges, which in the last resort may include using a debt collection agency or the County Court; we will notify you first.

10. Our pricing promise: no mid-contract price rises

10.1 The monthly price you agree when you order is fixed for the whole of your Term. Unlike many providers, we do not apply annual or inflation-linked (CPI/RPI) mid-contract increases to your Plan price.

10.2 When your Term ends, your Plan continues on a monthly rolling basis. We will tell you before your Term ends what happens next and the best equivalent Plan available to you, as required by Ofcom. Any change to your price at that point will be notified in advance, and you may leave without penalty once you are out of your Term.

11. Faults, repairs and automatic compensation

11.1 Please report faults to us at support@sleekbroadband.com or via our help centre. We will use all reasonable endeavours to fix them quickly. You may be charged for an engineer visit where the fault is caused by your own equipment or wiring, or where no fault is found, as set out in the Price Book.

11.2 We participate in Ofcom’s automatic compensation scheme. Where eligible, you will receive automatic credit if we do not fix a total loss of service in time, miss a confirmed engineer appointment, or fail to start your Service on the date agreed. Full details and the current rates are published at sleekbroadband.com.

12. Suspension of the Service

12.1 We may suspend the Service, after giving you reasonable notice where practical, if: we are entitled to end the Agreement; we must do so to protect the network or comply with the law; we reasonably believe the Service is being used unlawfully or improperly; or amounts due remain unpaid. Where suspension results from your act or omission, we may charge reasonable re-connection costs.

13. Ending your contract and early-termination charges

13.1 After the Service is live you may end the Agreement at any time by giving 30 days’ notice. If you end it during your Term, early-termination charges apply, calculated as the monthly Charges for the remainder of your Term (less any costs we save). The method and current amounts are set out in the Price Book.

13.2 You will not pay an early-termination charge where you end the Agreement because: we have increased your price during your Term (we do not do this. See section 10); your speed has fallen below the Minimum Guaranteed Speed and we have not restored it within 30 days (section 6); or you are otherwise entitled to leave without penalty under these terms or the law.

13.3 Either party may end the Agreement immediately if the other commits a material breach that cannot be remedied, or that is not remedied within 15 days, or on insolvency of the other party. Either party may end the Agreement if the Service is interrupted for more than one month due to something outside both parties’ reasonable control.

13.4 Ending the Agreement does not remove your obligation to pay Charges already incurred.

14. Switching provider

14.1 Switching your broadband to or from Sleek uses the industry One Touch Switch process. This means you only need to contact the provider you are moving to; they will manage the switch and keep you informed, and you should not be left without service or charged by both providers for the same service.

14.2 If you leave us during your Term using a recognised switching process, early-termination charges may still apply for the remainder of your Term (section 13).

15. Moving home

15.1 If you move home, please tell us as early as possible. Where the Service is available at your new address we will arrange to transfer it; a new minimum Term and any installation charge may apply, as set out in the Price Book. Your existing Agreement continues until properly ended under section 13.

15.2 If we cannot provide the Service at your new address, the usual ending provisions in section 13 apply.

16. Changing your Plan or upgrading

16.1 You can ask to change or upgrade your Plan by contacting us. Some changes may carry a charge, which we will tell you about first, and may start a new minimum Term. It can take a short time to make changes and you remain responsible for your current Charges until the change takes effect.

17. Vulnerable customers and accessibility

17.1 We are committed to supporting customers in vulnerable circumstances. You can register for priority fault repair, nominate someone to manage your account on your behalf, and ask for bills and communications in accessible formats such as large print. Please contact us to discuss the support that would help you.

18. Our liability to you

18.1 Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited or excluded by law. Your statutory rights as a consumer are not affected.

18.2 We are not liable for business losses (as the Service is for residential use), or for loss that was not reasonably foreseeable. We are not responsible for the performance of equipment we did not supply, or for events outside our reasonable control (for example severe weather, power failures, or the acts of other network operators).

19. Complaints and dispute resolution

19.1 If something goes wrong we want to put it right. Please contact us at support@sleekbroadband.com. We handle complaints under our Complaints Code of Practice, published at sleekbroadband.com.

19.2 If we cannot resolve your complaint within 8 weeks, or if we reach deadlock, you can refer it free of charge to our independent Alternative Dispute Resolution (ADR) scheme, [ADR SCHEME, e.g. Communications Ombudsman / CISAS]. ADR decisions are independent of Sleek.

20. Data protection

20.1 We process your personal data in line with UK data protection law (the UK GDPR and the Data Protection Act 2018) and our Privacy Policy, which explains what we collect, why, and your rights. Our use of cookies is explained in our Cookie Policy.

21. Our giving pledge

21.1 Sleek was built to help close the digital divide. As part of that mission we make the following commitment:

22. General

22.1 We may use sub-contractors to perform our obligations. We may assign or transfer our rights and obligations under the Agreement, provided your rights are not adversely affected.

22.2 If any provision is found to be invalid or unenforceable, the rest of the Agreement continues to apply. A failure to enforce a right is not a waiver of it. The Agreement may be varied only as allowed by these terms or by written agreement.

22.3 This Agreement is governed by the law of England and Wales, and both parties submit to the courts of England and Wales (or, if you live in Scotland or Northern Ireland, the courts of that nation).

23. Company details and contact

23.1 Sleek Broadband Ltd, registered in England & Wales, company number [COMPANY NUMBER]. Registered office: [REGISTERED OFFICE ADDRESS]. VAT number [VAT NUMBER]. Website: sleekbroadband.com. Email: support@sleekbroadband.com.