Legal

1. Your Agreement Documents

If you purchase any Trooli services, you’re agreeing to our Terms of Service and they become part of a legal agreement (or “Agreement”) between Trooli and you. Your Agreement is made up of these documents:

1.1 The Terms of Service for Trooli Broadband

Terms of Service
These Trooli Terms of Service (“Terms”) may be updated from time to time so please check the Trooli website regularly. We will inform you by e-mail of important changes to the Terms.

a. About Us
Your Agreement is with Trooli. Trooli is a trading name of Trooli Ltd. Trooli is a company incorporated in England and Wales with company registration number 04366668. Our registered offices are situated at 18 Kings Hill Avenue, Kings Hill, West Malling, Kent, ME19 4AE.

b. Your Agreement
Your Agreement is made up of these Terms, your Service Confirmation, the Price Guide and Offer Terms (where applicable). We also encourage you to take a look at our Privacy and Fair and Acceptable Use Policies and our Code of Practice, which are part of your Agreement with us.

2. Privacy

Our Privacy Policy tells you all the ways we collect information from you, how we store and use it, and how you can access and manage this information. Our Website and Cookie Policy tells you about your privacy when using our website www.trooli.com.

3. Complaints

Our guide for complaints handling and dispute resolution is set out in Trooli’s Code of Practice.

Definitions under this Agreement:

• Acceptable use. Means prohibited activities and the misuse of our Services and Equipment. We only use this policy in severe cases of misuse, where a Customer’s connection is being used for purposes that are illegal, unlawful or adversely affecting other Internet Users.
• Account Holder. The Customer named on the Order Form.
• Agreement. Means the contents of the Trooli legal webpages including; the Terms of Service, Price Guide, Fair and Acceptable Use Policy, Privacy Policy, your Service Confirmation (sent after your order is placed), Offer Terms, Cookie Policy and Code of Practice.
• Agreement Start Date. Your Agreement with Trooli commences when we accept your order. You will need to agree certain details set out in your Service Confirmation.
• Bridging. An option to use third party equipment, instead of our supplied Trooli router.
• Broadband Service. The provision of Broadband Internet via full fibre to the premises. The Services are provided for either Home / Residential use or Business use.
• Cancellation Period. The timeframe in which you can cancel your services with Trooli. You will need to give us minimum 30 days’ notice by email.
• Cooling Off Period. The initial 14 days following your Agreement Start Date.
• Company. Means Trooli Ltd, a company incorporated in England and Wales with company registration number 04366668 and registered office at 18 Kings Hill Avenue, Kings Hill, West Malling, Kent, ME19 4AE.
• Cookie(s). Small text file which is placed onto your device (e.g., computer smartphone or electronic device) when you use our website and accept our Cookie Policy.
• Customer. A person who is party to this Agreement and or using our Services.
• Data Controller. Is used interchangeably with Owner (defined below). A Data Controller is the natural or legal person, public authority, agency, or other body which, alone or jointly with others, determines the purposes and means of the processing of Personal Data. This includes the security measures concerning the operation and use of Trooli Ltd services.
• Data Subject. A natural person to whom the Personal Data refers.
• Early Termination Charge. The fee that will apply should you wish to cancel the Agreement before the Minimum Term has expired, or outside of the initial 14 day Cooling Off Period. This is 100% of the monthly tariff and call plan and additional Services per month remaining.
• Electronic Communications Code. We provide our Services over Electronic Communications Apparatus, including fibre optic cables and related Equipment, which are placed in the public highway and in private property. Trooli uses rights granted to it as a Code Operator to provide these Services. These rights are granted under the Electronic Communications Code, which is set out in Schedule 3A of the Communications Act 2003.
• Equipment. Any hardware supplied to you by Trooli.
• Equipment Warranty. Refers either to the Installation Warranty or Router Warranty detailed in the below definitions.
• Fair and Acceptable Use Policy (FAUP). Trooli’s Fair and Acceptable Use Policy for Customers to comply with.
• Fair Use. Means how much data you are uploading and downloading while using our Services. Trooli provides unlimited monthly data usage with no usage cap. If Customers download any illegal content however, this will breach Trooli’s FAUP. Trooli reserves the right to restrict access to any illegal content.
• FTTP. Fibre To The Premises, the way in which full fibre Trooli Services will be provided to the premises. Fibre optic cables are used all the way from the exchange to the end property, with no use of copper.
• Installation Demarcation Point. The point at which Trooli’s Equipment is connected to the Customer’s installation point.
• Installation Warranty. This warranty is against defects in installation found during the Agreement Minimum Term, except in circumstances where the Products and Services are damaged by the Customer or any third party. The period of the warranty is from the date of installation to the end of the provision of Services Trooli provides to the Customer. This is also referred to as the Equipment Warranty.
• Internet Users. Those who use the internet through the provision of Trooli’s Services.
• IP Address. A unique string of characters that identifies each computer using the Internet Protocol to communicate over a network. Trooli supplies the use of IP Addresses to its Customers and Trooli owns these IP Addresses. Business Broadband Services include one static IP Address that does not change. Home Broadband Services use IP Addresses that can change.
• Lead-ins. The physical act of connecting a property to Trooli’s full fibre network infrastructure, often delivered underground using ducts.
• Mailbombs. The sending of unsolicited bulk e-mails, or spam e-mails in an attempt to render the recipient’s mailbox unusable.
• Malware. Software that is specifically designed to disrupt, damage or gain unauthorised access to a computer system. Also referred to as malicious software.
• Minimum Term. 18 months from the Agreement Date for Business customers or 24 months from the Agreement Date for Residential Customers. This starts on your Service Activation Date and is shown on your Service Confirmation. You must keep your Service for the whole of the agreed Minimum Term, unless you or we are allowed to end this Agreement sooner.
• Non Duct Lead-In (NDLI). An NDLI property requires additional infrastructure work to connect the property to our full fibre network. This will involve a survey and likely an additional cost.
• Ofcom Broadcasting Code. Includes the Ofcom privacy regulations and general Ofcom regulations to which Trooli are compliant.
• Offer Terms. The details for any special offer applied to your Service.
• Open mail relay. A simple mail transfer protocol server configured in such a way that it allows anyone on the internet to send an e-mail through it.
• Optical Network Termination (ONT) Modem / Modem. An outlet to the Internet for fibre technology. It is a device that communicates directly with Trooli (the internet service provider) to get a fibre-optic internet connection in your home or office, acting as a hard-wired connection point to the router inside the premises.
• Open Proxy Server. Proxy servers act as an intermediary between a user’s computer and their server, enabling users to hide their location and access websites that may be blocked by their Internet Service Provider.
• Order Form. The online form completed by you as the person authorised to enter into this Agreement with Trooli.
• Owner. Owner of the Cookies, or Trackers. This is either Trooli Ltd or a third party provider.
• Partners. People we may share your information with, such as sub-contractors or prospective Partners who help us to run our Services. For example, with our billing or installation Services.
• Personal Data / data. Means any information that allows for the identification of a person, whether that be directly, indirectly, or in connection with other associated information.
• Products. Mean any Products provided by Trooli.
• Price Guide. This sets out current pricing information, which is located online on our Price Guide page.
• Privacy Policy. Tells you the ways we collect information from you, how we store and use it, and how you can access and manage this information. This can be found at Privacy Policy.
• Router. Equipment placed inside the premises to take the internet signal from Trooli’s full fibre network, via the ONT Modem, and facilitate the service of broadband inside the premises, either through a wired LAN connection or via Wi-Fi.
• Router Warranty. Any Router provided by Trooli also carries a warranty and reset to the current standard settings as recommended by Trooli. The period of the warranty is from the date of installation to the end of the Agreement Minimum Term. This is also referred to as the Equipment Warranty.
• Service(s). The provision of Broadband internet via full fibre to premises. The Services are provided either for Home/Residential or Business use.
• Service Activation. When our team has confirmed your connection is live and working to the agreed Service Demarcation Point.
• Service Activation Date. The date on which our Service Activation team has confirmed your connection is live and working to the agreed Service Demarcation Point.
• Service Confirmation. This is the email from Trooli that confirms your order and describes the Services that you have ordered.
• Service Demarcation Point. The physical point at which the public network of Trooli ends and the private network of the Customer begins (after Service Activation) junction between the part of the Service (after Service Activation) that is the responsibility of Trooli, and the Service that is the responsibility of the Customer.
• Telephony Services. The technology used and service provided to send text messages, video calling and conferencing, voicemail, all recording and fax.
• Terms. Trooli’s terms of service / terms and conditions between the Customer and Trooli, as set out here: Terms of Service
• Trackers. The technologies (i.e Cookies, unique identifiers, web beacons, embedded scripts, e-tags and fingerprinting) which allow Trooli Ltd to access and store information or use resources to track Users. For example, by running a cript on a user’s device as they interact with Trooli Ltd online, or by accessing or storing information on the User’s device.
• Trojans. A program which may on the surface seem legitimate, however in reality it is a fake version of a program loaded with Malware.
• Trooli / Trooli Ltd. Is the service provider in this Agreement.
• Trooli Approved Installation. An installation of Trooli services and equipment, carried out by authorised Trooli personnel, at either a home / residential or business address.
• Trooli Broadband, Trooli Services, or Broadband Service. The provision of Broadband Internet via full fibre to the premises. The Services are provided for either Home / Residential use or Business use.
• Trooli Business Services. Trooli Broadband services that are provided under a business Agreement.
• Trooli Home / Residential Services. Trooli Broadband services that are provided for domestic use.
• UK General Data Protection Regulation (UK GDPR). A piece of legislation incorporated into UK law from the EU’s General Data Protection Regulation for the consideration of the general processing of Personal Data.
• Usage Data. Information collected automatically through Trooli Ltd (or third party services employed in Trooli Ltd), which can include: the IP Addresses or domain names of the computers utilised by the Users who use Trooli Ltd, the URI addresses (Uniform Resource Identifier), the time of the request, the method utilised to submit the request to the server, the size of the file received in response, the numerical code indicating the status of the server’s answer (successful outcome, error, etc.), the country of origin, the features of the browser and the operating system utilised by the User, the various time details per visit (e.g., the time spent on each page within the Application) and the details about the path followed within the Application with special reference to the sequence of pages visited, and other parameters about the device operating system and/or the User’s IT environment.
• User(s). The individual using the online services Trooli Ltd offers and unless otherwise specified coincides with the Data Subject.
• Wayleave. Is a consent or a licence by which one party (someone with an interest in the subject land) gives permission for another party to exercise a right over their land.
• Wi-Fi. Wireless internet service, providing connections within the premises.