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 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 wireless 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 online electronic application form to be completed. This application form confirms your name, address, and the service details which you have requested. Once this has been signed, dated and returned to us it is then sent for processing. 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. If you have any of our wireless broadband services, you always have time to cancel the connection, and get a full refund. We need written notice to be received and logged ticket or text message within the first 60 working days of service, from the installation date. If you want to cancel after your contract has finished, we require 30 days written notice by online email ticket to firstname.lastname@example.org. 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 after the first 60 days of service from the installation date. We do not offer a money back guarantee on any fibre optic broadband, or satellite broadband connection, and we will charge the full remainder of the contract term you selected on your application, if you cancel the connection after the service live date. If you cancel up-to 7 working days before the service live date, we charge an £80 cancellation fee payable 7 working days before the live date in order for us to stop the order.
Service level agreement & faults process:
We cannot guarantee a minimum or maximum latency or service speed on any wireless broadband connection, which includes Wavelink, Fibrewave & Ultrawave wireless broadband services, and the service speeds may vary between 2Mbps – 1Gbps, (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 or by telephone on 02030110118. You can also send us text messages to: 07520634034. 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 and all storm categories, severe lightening strikes, earthquakes, landslides, 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 call out fee (up-to £40) will be 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 call out to set up a router, or configure a router carries a call out fee of £30. Any free routers which we provide only have a 30 day swap guarantee, but will be supported remotely up-to 6 Months following installation. Routers we supply for a charge are WiFi Cube routers at £45, and have a 12 Month warranty, and come with unlimited remote support. We send replacement WiFi Cube routers within 4 working days should an end user request a replacement and have an after sales service care plan in place, otherwise it is sent within 14 working days.
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, and we charge £5 per month to collect regular payments by any other payment method. Failure to pay us on the date you selected on your application leaves us the option of applying a £5 late fee to the current bill, and a reconnection charge of £5, should your service be suspended or disconnected. If the service remains unpaid for 2 payments, and the service is disconnected, there is a £30 reconnection fee, and an engineer visit is also required to reconnect the service. 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 14 days notice to organise the reconnection of your service, and we charge £60. After 6 Months of service with us, you have an option of paying our after sales service support fee, which is £5 per Month per connection. With after sales support we offer a 4 working day fix on all connections, and we also offer free call out if you need help and support with your wireless router, including configuration and new setup. Wireless receiving hardware used to receive our wireless services, is leased to you as part of the connection fee for the duration of the term of your connection contract, and the wireless receiver on the external wall or roof of your building remains the property of Air Net Services Limited at all times. 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 up-to £200 to cover the loss of our equipment. If you wish to cancel your service at the end of your contract, we require 30 days notice on or before the day the last payment is to be made for the service.
Connection Payment & Billing Information:
Payment of the connection fee is required to activate the broadband service, and a link to pay the invoice by credit or debit card will be sent by text message or email, as soon as the engineer has signed the installation job off on our system. The service will be activated within 4 hours following payment. If you have chosen to pay by direct debit you will save £5 per Month, and a direct debit setup link will be sent to you by text or email as soon as the service is activated.
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.
Acceptable usage & Package Information:
Data transfer acceptable usage on our Wavelink wireless internet services include: WaveLink Bronze, which has a 100gig per Month usage limit, WaveLink Silver has a 500gig monthly usage limit, and Wavelink Gold is totally unlimited usage at all times. Data transfer usage on our Fibrewave Wireless services are as follows: Fibrewave Bronze has a 100gig monthly limit, Fibrewave Silver has a 500gig monthly limit, Fibrewave Gold is totally unlimited usage at all times, and Fibrewave Platinum totally unlimited usage at all times. Data transfer usage on our Ultrawave wireless services are as follows: Ultrawave Bronze, Silver Gold, Platinum and Rhodium packages are totally unlimited usage at all times. Usage on our business wireless services are as follows: Business Bronze has a 300gig per month allowance, all other business packages are unlimited. Usage above the specified amounts on any of our metered wireless services will result in service speed reduction, or service stoppage until the 1st working day of the next Month. Usage on our 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. All of our Fibre to the home & Fibre to the cabinet connections are totally unlimited at all times. 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.
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 , We will get back to you as soon as possible. You can also contact our help desk, 02030110118. All of our statements and processes above apply to Air Net Services Limited. Company registered in England and Wales with company number 06063832. Air Net Services Limited, 3rd Floor, 86-90 Paul Street, London, EC2A 4NE.
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.
VoiceTalk Telephone Service 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 email@example.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, smart phones, 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
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: 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
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: firstname.lastname@example.org. You can also write to us at: Air Net Services Limited, 3rd Floor, 86-90 Paul Street, London, EC2A 4NE.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. 02075203829