Please select your address from the list below. If your address is not listed here, it has been identified as one that we are unable to serve as yet due to a lack of suitable, existing infrastructure. Please register your interest here and we will be in touch when we are able to provide a service at your address.
It appears we already serve our Trooli network to this house. If you are in the process of moving to this address or want to transfer the service into your name, please call our sales team on 0800 358 7680 (Option 1) so they can assist.
It appears we already have an order in progress for this property and our service activation team will be in touch in due course to confirm your installation. Please call our sales team on 0800 358 7680 (Option 1) if you have any further questions on your order.
These Terms of Service (“Terms”) may be updated from time to time so please check the Trooli website regularly. We will inform you by email of important changes to your Agreement.
CHANGE LOG
Your Agreement is with Trooli. Trooli is a registered trading name of Trooli Ltd. Trooli is a company incorporated in England with the company registration 4366668. Our registered offices are situated at 18 Kings Hill Avenue, Kings Hill, West Malling, Kent, ME19 4AE.
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, which are part of your Agreement with us. You can find these documents here. This Agreement uses terms that have the following meanings:
3. SERVICE INSTALLATION AND ACTIVATION
4. DURING YOUR AGREEMENT WITH US
5. YOUR MODEM & ROUTER EQUIPMENT
11. YOUR INFORMATION AND CONTACTING US
12. LEAVING US OR SUSPENDING THE SERVICE
1.1 You are a customer of Trooli Ltd.
1.2 The name and contact details on the order form belong to the person over 18 years authorised to enter into this Agreement. The address stated on the order is the location where our Service will be installed and activated for your use. The Agreement cannot be transferred to any other address or individual.
1.3 You must be the current occupier of the property and have permission of the property owner for us to install the Trooli Services at your address. You must provide access to your property if this is necessary for us to provide the Services.
1.4 Agreement start date. The Agreement starts when we accept your order. When you join Trooli we will agree certain details with you and set them out in your Service Confirmation. This document includes important information such as:
1.5 The Price Guide sets out current pricing information. This includes the Tariff (billed for the month ahead unless we say otherwise), one-off charges, usage charges (billed after use), and any other charges for the Trooli Services provided to you or to someone who is authorised by you. All these charges will be added to your bill.
1.6 One-off charges. Delivery charges, router fee, connection, activation and installation charges may apply. You will be informed of these charges (if they apply) when you order the Services.
1.7 You will take a Home Broadband Service or a Business Broadband Service, and this will be stated clearly in your Service Confirmation. You must not use Home Broadband Services wholly or mainly for business purposes.
2.1 Our Trooli network utilises the Government’s Voucher Scheme, which is in place to fast track the expansion of ultrafast broadband across rural areas.
2.2 Eligible premises will have their order processed via this scheme and, as such, customers will receive additional emails from our sales teams and from ‘DCMS’ (Department for Culture, Media and Sport) and be required to follow the below steps:
2.3 In some instances, customers may also be required to be audited by DCMS by either a short visit to the premises or via video call.
2.4 Approval of the above steps is important in order to enable the delivery of our network in these areas and our team will be on hand to remind customers of the steps required, and when.
2.5 Unfortunately, failure to follow these steps may lead to:
3.1 Trooli Services will be supplied using a fibre optic cable all the way to your premises. This is called Fibre to the Premises (“FTTP”), or full fibre.
3.2 Installation Demarcation Point. Trooli will install your fibre connection to the outside of your premises, to a position known as the Installation Demarcation Point. Please refer to Trooli’s online Help Centre for information on where this Demarcation Point is typically located or contact our Helpdesk for assistance.
3.3 The Electronic Communications Code. We provide our Services over Electronic Communications Apparatus, including fibre optic cables and related equipment, which is placed in the public highway and in private property using rights granted to Trooli as a Code Operator under the part of the telecommunications legislation known as the Electronic Communications Code.
3.4 Grant of permanent Wayleave. You accept that when you order a Trooli service, you grant Trooli a permanent Wayleave at nil cost to Trooli under the Electronic Communications Code. This permits Trooli to install its Electronic Communications Apparatus across the grounds of your premises up to the Installation Demarcation Point, and related equipment on your premises in order to connect your premises to our network. The wayleave also permits Trooli to keep the fibre optic cables and equipment there, and access it for maintenance. You should ensure that any future purchaser of your property is made aware of this Wayleave and the position of our fibre optic cables and equipment on your premises.
3.5 Order to installation timing. We want your Services to be up and running as soon as possible after we receive your order. Trooli endeavours to complete your external installation within four weeks of order. Most installations are completed sooner. Some may take longer for reasons that cannot reasonably be anticipated, such as blockages within the existing underground ducts in which your fibre optic cable will be installed. In new network areas, we may enable customers to place orders prior to the official network live date to ensure they are first in the queue for customer installations. In these instances, the order to install time period will be 8-10 weeks. We will always keep you updated regularly on the progress of your installation via email.
3.6 Access to the Installation Demarcation Point. You must ensure that there are no obstructions outside that will prevent access to the Installation Demarcation Point on your installation date and thereafter. If the existing route to the property from the proposed Installation Demarcation Point is obstructed for any reason, Trooli reserves the right to change the Installation Demarcation Point to the boundary of the property or to where Trooli sees best fit for installation.
3.7 The internal installation options. You have two options for the internal installation, which extends the fibre optic connection cable from the Installation Demarcation Point to a suitable location inside your premises for your optical terminating equipment (modem) and router: 1) Independent Installation; or 2) Trooli Approved Installation.
3.8 Independent Installation. You, or an appropriate service provider that you have chosen and commissioned, will carry out the work to connect from the Installation Demarcation Point on the outside of your premises to the required location for your terminating equipment inside your property. You must read the Installation Guide we provide in the Trooli online Help Centre carefully before attempting the internal installation. You must not attempt to connect your modem and router boxes yourself; this must be done by a qualified Trooli installation technician once your internal installation is complete. The fibre optic cable is designed to be appropriately robust, however it is protecting very delicate glass fibre strands and therefore needs to be handled with care. If you damage the cable or other equipment you will be charged for replacements.
3.9 Trooli Approved Installation. The charge for Trooli approved installation is set out in the Price Guide or as otherwise agreed with us.
1. Technicians are not permitted to work at any premises unless a person over the age of 18 years and authorised by the Account Holder is present.
2. Technicians are not permitted to enter loft spaces or eaves cupboards unless they are correctly boarded and have a walk-in entrance and are not permitted to work in confined spaces.
3. Technicians are not permitted to use your ladders, stepladders, access equipment or tools.
4. Technicians are not permitted to lend their tools or equipment to you to complete parts of the job or any other work.
5. Technicians cannot disturb or work in the vicinity of areas where they believe that asbestos is present.
6. Technicians are not permitted to work above a height of 5m.
7. Technicians are not permitted to access flat roofs or roof structures.
8. Technicians cannot access underground structures, spaces or excavations or lift floor boards or drill through floors.
9. Technicians are not permitted to move your furniture.
10. Technicians are not able to perform specialist trenching or to install cables overhead.
3.10 Non-standard installations. A standard installation is one that follows the conditions set out in Section 3.9. If your requirements are not met by the standard installation, you must opt for an Independent Installation and find a suitable trades-person, such as an aerial installation company, who can complete the work for you.
3.11 Installation damage to your property. We will make good any damage to your property caused by us while installing your service up to a limit of £50,000. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the installation services. Trooli is not liable for minor cosmetic damage or damage to decorative finishes that may result from the installation.
3.12 FTTP Service Activation. If you have purchased the Trooli Approved Installation, the technician will endeavour to connect your router and modem and activate the service during the same appointment as the internal installation. If you have opted for the Independent Installation, you will need to arrange an appointment for the connection of your router and modem by booking an appointment on the Trooli website or by calling our Service Activation Team, before you can use your Service.
3.13 The Activation Fee is collected on your first bill and this is issued on the earlier of either (i) Your FTTP Service Activation taking place; or (ii) Two weeks after we have installed the Service to the Installation Demarcation Point and informed you that the connection is ready for service (relevant for Independent Installations only).
3.14 Damage to the cable or equipment. For the duration of this Agreement, if for any reason the cable or equipment beyond the Installation Demarcation Point to your router is damaged and needs replacing, you will be liable for all fees including engineer call out charges. You are also responsible for the upkeep of equipment from the Installation Demarcation Point onwards.
4.1 Phone line. Trooli Services do not require a phone line, but you may wish to take a phone service from us. Please refer to the important information in Section 4, which tells you about what happens to your phone service in the event of a power failure.
4.2 Service Demarcation point. It is important to know where the responsibility for the Service is handed over from Trooli to you. All service issues beyond the Trooli Service Demarcation Point are the responsibility of the customer. The Service Demarcation Point is the router supplied by Trooli, with the router connected to the external fibre (the Installation Demarcation Point), which is usually on the wall external to the property, using a Trooli fibre patch lead. The ‘outside to inside’ fibre from this point remains your responsibility. The router is Trooli’s responsibility if in warranty and reset to the current standard settings as recommended by Trooli.
4.3 Service availability. We do not commit to providing the Trooli Services until we have successfully completed our checks and surveys. If the cost of installation and maintenance of the Trooli Services are excessive we reserve the right not to provide a Service to you.
4.4 Cancelling your current phone and broadband services. You may wish to cancel your previous telephone and/or broadband services with your service provider if the services are no longer needed. You must cancel these yourself directly with your service provider. We advise that you do not cancel any agreements until the Trooli Services are successfully activated. If you do not cancel your previous agreements, you will continue to be charged by both Trooli and your previous service provider(s).
4.5 Using the Services. Trooli Home Broadband Services are supplied only for non-commercial use. You must have a Trooli Business Services Agreement for a broadband service that is used wholly or mainly for business purposes. All Services are supplied in accordance with our Fair and Acceptable Use Policy.
4.6 Restrictions. You are responsible for other people that use your equipment and Services. You must not use our Services in any way that is unlawful or illegal in respect of the laws and regulations in force in the United Kingdom. Furthermore, you must not use our Services in any way that is to the detriment of other Internet users. For more information on using our Services and restrictions please review our Fair and Acceptable Use Policy. You agree to take responsibility for all liabilities, claims and losses which are in any way connected with misusing the Services supplied under this Agreement, and you agree to indemnify us if we suffer any losses as a result of your misuse of our service.
4.7 Downloading third party content. A copyright owner’s permission may be required for downloading protected content. Downloading protected content without the copyright owner’s consent may constitute a criminal offence. Please see our Fair and Acceptable Use Policy.
4.8 Trooli Speed Guarantee. Speeds are guaranteed to our Trooli router. We guarantee to deliver this speed to your Service Demarcation Point within a 10% tolerance. If customers do not believe they are getting these guaranteed speeds they should contact our help desk. Speed tests will then be completed via our Netlynx portal and / or by completing speed tests at speedtest.net whereby customers will be required to follow the steps detailed by our support teams – such as hard wiring their device to their router prior to completing their test. Further tests may be completed on site by Trooli engineers with Exfo equipment.
4.9 Factors that affect broadband speed within the premises. Upload and download speeds can be affected by the environment within the premises, including:
4.10 Problems with broadband speed. If 14 days after your Service is activated you are consistently receiving broadband speeds lower than the product speed you purchased, please contact us so we can try to help. If, after following our recommendations, the speed being delivered to your Service Demarcation Point is still more than 10% lower than the product speed you purchased, you can end the Agreement without paying Early Termination Charges. However, we will not refund you for your use of our Service during the period between your Service Activation Date and you ending the Agreement.
4.11 Disruption to Services. To protect the network and its customers, Trooli will act to restrict your use of Trooli Services or equipment where it suspects that the use has contravened its Fair and Acceptable Use Policy, or where Trooli suspects that your equipment has been infected by a software virus or similar, or where Trooli suspects a Home Broadband Service is being used wholly or mainly for business purposes. These restrictions will help protect your own network and Trooli’s network.
4.12 Upgrade. If you request an upgrade or a renewal of your Agreement with us and we agree, you may need to agree to a new Minimum Term and you will need to pay the new charges applicable to that Agreement. Your new Minimum Term will not start until your new Service Activation Date.
4.13 Changes to your terms, Services or charges. We may change the Agreement, our Services, or charges at any time, and we will tell you beforehand. Charges for additional services may change from time to time and may be outside Trooli’s control so you will need to check our Price Guide for the latest prices. If we make changes we’ll tell you at least 30 days in advance by email or post of the changes happening, except where:
4.14 Your right to make changes. If you wish to make a change to the Service(s) which you have ordered, please contact us. We will let you know if the change is possible. If the change is possible we will let you know about any changes to the price of the Service, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the Agreement (see Section 10) but Early Termination Charge(s) may apply as set out in the Price Guide.
4.15 IP Address. 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.
5.1 Equipment supply. We supply 1 modem and 1 standard wireless router under this Agreement, and the cost of these are included in your service activation charge. We want you to experience the best possible connection quality from your Trooli Service. We select our equipment carefully, and we regularly test our equipment against other routers on the market. Trooli only selects equipment that has comparable performance to the most popular routers but does not guarantee the performance is greater or equal to all routers on the market, or to previous routers you have used. Your Trooli equipment is supplied under the following terms:
5.2 Care of equipment. You must look after any equipment we provide. We supply instructions for installation and care of the equipment; you must comply fully with these installation and care instructions and other advice that Trooli provides you.
5.3 Equipment Warranty. Your Wireless Router is supplied with a warranty against faults arising during the Minimum Term of your Agreement. If you report a fault with your Wireless Router after this Minimum Term you have two options:
1. Upgrade to a higher speed product and take out a new Agreement with a new Minimum Term and Trooli will supply new equipment.
2. Purchase a replacement router from Trooli. This router will have a warranty against faults arising in the first 12 months after supply. Please see the Price Guide for information on replacement equipment costs.
5.4 Not covered by the Warranty.The following are not covered by your Equipment Warranty: Faults arising from misuse, accidental or deliberate damage to your Wireless Router; damage arising from use of third-party equipment, extension cables and network equipment; cosmetic damage which does not affect the functionality of your Wireless Router; computer equipment, software and cables that Trooli did not supply to you and damage caused by events outside the reasonable control of Trooli or its equipment suppliers.
5.5 Reporting equipment faults. To report a fault with your Wireless Router, please call us. If a reported fault cannot be remedied by our support staff over the phone, then we will replace equipment within the warranty period. If your Wireless Router is replaced, you must return the faulty equipment in the manner we request.
5.6 Replacement equipment. Any replacement equipment supplied under the Warranty will be new or ‘as new’ (previously used equipment that has been refurbished by the manufacturer or its authorised agent). We will warrant any repair or replacement until the later of the end of the original Warranty period or 3 months from the date it was supplied to you.
5.7 Equipment returns. If you are leaving Trooli before the end of your Minimum Term, your equipment must be sent at your own cost and undamaged and in its original packaging within 14 days of telling us you want to terminate your Agreement. When we receive the equipment, we’ll refund any equipment charges that you have paid less an appropriate amount (up to the full value of the refund) where the equipment is damaged.
5.8 Equipment upgrades. We may decide to upgrade your equipment as part of our ongoing improvements to the Trooli Services. Once you have received your replacement equipment, you must return your old equipment to us within 30 days in the manner we request.
5.9 Failure to return any such equipment. Failure to return Trooli’s equipment, whether in relation to Service termination, Faults, or Upgrades, when requested to do so may result in charges as set out in the Price Guide or Service restrictions.
5.10 Damage to equipment or data loss. Whilst any software or security features provided by Trooli should be effective, we can’t guarantee they always will be. We take care to prevent any software we provide from damaging your equipment or causing a loss of your data or content. You should back up your data to protect against loss or corruption. We can’t be responsible for any such damage, including but not limited to the following situations:
6.1 Retaining telephony over the copper line. You may have opted to retain your traditional telephony Services over your existing copper line from Trooli or another telecommunications provider.
6.2 Internet telephony and power outages or network outages. You may opt to switch off your traditional telephony services and instead use a service that provides telephony over the internet, such as VoIP. Your internet telephony service may sometimes be unavailable due to factors over which we have no control, such as a power outage. If there is a power outage within the Trooli network, you will usually be able to make and receive calls using the voice port for at least one hour. After this, you won’t be able to make or receive calls until Trooli has restored the power. If there is a power outage within your premises you will not be able to make and receive calls until your energy provider has restored power to your premises, unless you implement your own temporary power arrangements. It is important that you understand and agree this before switching off your traditional telephony services.
6.3 Emergency calls during a power outage or network outage. If you do not have a traditional telephony service that uses your copper phone line, calls to the emergency services numbers 999/112 will fail if there’s a power cut or if your Trooli broadband Service fails. You must explain this to anyone who may use your internet telephony service. You understand and accept that you should always have another way to call 999/112 emergency services (whether by using the existing copper wire phone line to your Home or another alternative).
6.4 Traditional telephone services from Trooli. You must authorise Trooli to act on your behalf in all dealings with Openreach (who are responsible for all copper lines) or any other third parties to transfer or supply the Service. You will also need to supply your own home or business telephone equipment. What we provide:
6.5 Changes to your Trooli telephone plan and call features. If you want to change your call plan or call features you may request this at any time and the change will happen from your next billing date.This won’t affect your Minimum Term for the Service. Charges for the new call plan or call features are set out in the Price Guide.
6.6 Misuse of our inclusive plans. If we suspect you of using an inclusive call plan to support anything other than normal everyday home use (for example for telemarketing) we may suspend or end our Agreement immediately. In addition, we can on giving 30 days’ notice remove your inclusive call plan.
7.1 You are responsible for the cost of all charges you incur whilst using the Trooli Services, whether you, as the account holder, or someone else, incurs these costs.
7.2 The Agreement requires you to pay for the monthly Tariff and usage charges for the duration of the Minimum Term as set out in your Service Confirmation. The Agreement start date is the date on your Service Confirmation. The Service Activation Date is logged by Trooli.
7.3 Billing. Your monthly charge is billed for the month ahead unless we say otherwise. Usage charges are billed after use and we will try to bill you at the end of the month in which you used the relevant Service (but sometimes there may be a delay from the point you used the Service before we add usage charges to your bill).
7.4 Payment method and timing. We will email you each month with your latest bill. You will need to pay for all charges within 14 days of the date of your bill. We ask that you pay by direct debit. Where VAT applies it will be included in the charges unless otherwise stated. Trooli does not accept cheques as a method of payment. You can request paper copies of past bills for a charge, which is set out in the Price Guide.
7.5 Changes to our prices. All prices are subject to change, unless your discounted price is guaranteed in the Offer Terms, upon Trooli giving not less than thirty days prior written notice to you.
7.6 Offer Terms. If you signed up to a discounted package, your Agreement will have Offer Terms. In this case your discounted price will last for the agreed period of the Offer. Once the Offer Terms period ends you will automatically move to our standard pricing for the package you selected, as defined in the current Price Guide.
To redeem the ‘We pay your bill’ promotion, please email a copy of your existing broadband provider monthly bill (and not any other fees) to [email protected] and the amount will then be taken off your first month’s Trooli bill
7.7 If you think we have made a mistake in our charges. If you think a bill is wrong, please contact us promptly to let us know and we will not charge you interest until we have resolved the issue. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date (if applicable).
8.1 If you don’t pay your bill, we will send you a letter to remind you to pay. If we don’t receive payment within 7 days of the date of this first reminder we may suspend your Services. If, after a further 7 days, we have still not received payment, we may terminate the Agreement and cease your Trooli Services. We may ask a debt-collection agency to collect the payment on our behalf. If we do, you will also have to pay the reasonable costs incurred for the agency, which the agency will add to your debt.
8.2 Payment failure. If any payment method fails, we may add a failed payment charge as set out in the Price Guide to your next bill. If Direct Debit instructions are cancelled or fail, we may add a reinstatement charge as set out in the Price Guide to your next bill.
8.3 Late payment. If you pay late we’ll charge interest on the overdue amount of 4% above the base rate of HSBC Bank each year and you’ll also need to pay a reasonable administration charge if we don’t receive payment within 7 days your reminder letter.
9.1 Troubleshooting. We aim to deliver a high-quality Service, but we cannot guarantee a fault-free Service. When something goes wrong we want to help you restore the Service as quickly as possible. The Helpdesk team will endeavour to identify the cause of the issue over the phone, email, or live chat. Trooli also supplies trouble-shooter guides to test your line and run through some quick checks. You can find support guides on our website.
9.2 Wireless interference. Many of the problems experienced with broadband connectivity are caused by using wireless connections within the premises (Wi-Fi). If you experience problems with your broadband quality, our Helpdesk team will need you to connect a wired device to the router using an Ethernet lead – this will help them determine whether there is a problem with your Service, or whether the problem is caused by wireless interference between your router and your device(s).
9.3 Service quality. We aim to provide a high-quality, continuous service to the point of entry to your premises. We recommend you use a wired Ethernet connection to your main devices, such as a home computer, wherever possible. We cannot guarantee a high-quality wireless signal from your internal router equipment everywhere within your premises, as the signal quality is affected by factors outside our control. Our Helpdesk team can suggest consumer products that have been designed to overcome the issue of wireless distribution within the premises.
9.4 Engineer visits. Occasionally an engineer visit will be necessary to investigate or fix a faulty service. Engineer visits are free of charge if the problem is found to lie within the Trooli network using a Trooli computer that has been wired directly into the Service Demarcation Point and with the configuration as described in section 5.2. When you book an engineer visit, we will:
9.5 Charges for engineer visits. You will be charged for the engineer visit if the fault lies on the customer side of the network, and these charges are set out in the Price Guide. A chargeable visit will establish the responsibility for the fault but will not fix it. You will also be charged in the circumstances listed below.
9.6 Fixing faults on the customer side of the network. If an engineer visit establishes a fault on the customer side of the network, the customer is then responsible for fixing the fault.
9.7 Non-availability of our Services. We use reasonable endeavours to give you a minimum of five days’ notice by email of necessary maintenance and support work on our network, although this may not always be possible if the problem is urgent or an emergency.
10.1 Problems with our Services. We will provide our Services with reasonable skill and care and in accordance with good industry practice. If the Trooli Services are unavailable we’ll always look to put things right. Our ability to provide the Services is sometimes dependent upon other companies that provide Services to us. You acknowledge that there are factors outside of our control which will limit our ability to provide the Trooli Services to you.
10.2 Limitation of liability
10.3 Network Outage. If a fault occurs on the Trooli network, we endeavour to diagnose and repair the fault in the shortest time possible. Business services have guaranteed maintenance on the next business day where the fault is within the Trooli network, but we endeavour to carry out maintenance on the same day. Telephone support for all Services is available 9am-6pm on business days and 9am-5pm on Saturdays.
10.4 Loss of service refunds. If you let us know you have suffered a continuous total loss of service for three or more days, and we can validate your claim, we will credit your account by a pro-rata amount of any subscription fees you have paid in respect of that period of loss of service, except where:
11.1 Data accuracy. It is your responsibility to ensure the information you have supplied us is correct. You are liable for additional charges that result from providing us incorrect information that we act on.
11.2 Data protection. 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.
11.3 Complaints. We want to resolve any complaints you might have. How we will do this is set out in our Code of Practice.
11.4 Contacting us. We may monitor or record online chats or calls made to or from Trooli. We do this for training purposes, to improve the quality of our customer support and to comply with Ofcom regulations.
11.5 Giving us notice. You must give notice for ending the Agreement by either: writing to Trooli at the above address or emailing [email protected].
11.6 Communicating with you. We will give notice to you via email. It is your responsibility to ensure we have an up to date email address.
12.1 These rights are in addition to any other legal rights you may have to terminate our Agreement. If you want to end the Agreement:
12.2 If someone else requests that we end our Agreement (for example a provider you’re transferring to) we will accept that notice and will send you a letter advising that we have received notification that another service provider has applied to take over the Service.
12.3 If you cancel your Direct Debit without contacting us to arrange payment by alternative means, we may assume you want to end our Agreement.
12.4 If we want to suspend our Services or end the Agreement and termination charges apply. We may suspend our Services (other than access to the emergency services) or end the Agreement if any of the following apply. If you are within the Minimum Term you will have to pay Early Termination Charges as set out in the Price Guide:
12.5 If we want to suspend our Services or end the Agreement and termination charges do not apply. There are three cases where we may suspend our Services (other than access to the emergency services) or end the Agreement, and the Early Termination Charge does not apply:
12.6 We will usually give you 14 days’ notice before suspending or stopping our Services or ending the Agreement, and work to resolve any issues with you. However, we may not give this notice if there is a material risk of loss or harm to us or our other customers (for example, where there is a reasonable suspicion of fraud or other abuse).
12.7 If we suspend the Services we may charge a line restriction fee as set out in the Price Guide. We shall also be entitled to recover from you all costs, losses and expenses incurred by Trooli.
13.1 If you move to a new house during the Minimum Term. Please let us know at least 30 days in advance of your moving date, and we will terminate the services on the moving date. An Early Termination Charge will not apply if we are unable to provide our service to your new address. If your new address can be supplied by Trooli, but you still wish to cancel, then an Early Termination Charge will apply. If you wish to have Trooli Services at your new address, we will conduct a services availability check. If we are able to provide the Services to your new address, we will set up a new Agreement with you, with a new Minimum Term. Activation charges may be applicable for connecting the Trooli Services to your new house (for example if a new phone line or fibre cable is required). Other charges may be due as set in the Price Guide.
13.2 If you move to a new house outside the Minimum Term. Please let us know at least 30 days in advance of your moving date, and we will terminate the services on the moving date. If you wish to have Trooli Services at your new address, we will conduct a services availability check. If we are able to provide the Services at your new address, we will set up a new Agreement with you, with a new Minimum Term. Activation charges may be applicable for connecting the Trooli Services to your new house (for example if a new phone line or fibre cable is required). Please see our Price Guide for details.
14.1 If this Agreement is ended by you or us, for whatever reason, you will have to pay all charges up to the date of termination of your Trooli Services. If you have paid any charges in advance we’ll refund you for any services not used, but we’ll first take off any money you owe us under our Agreement. For security or compliance reasons we may not hold your payment details after our Agreement has ended so you agree that we may make these refunds by cheque.
14.2 Any features or services that are provided for free with or as part of the Service(s) will end on the same day as the Agreement ends. You may continue to keep certain features or services if you agree to pay any relevant charges set out in the Price Guide or as otherwise agreed with us.
15.1 You accept that the Agreement is between you and us; no one else can enforce it. However, we may take instructions from a person acting with your permission. We can transfer the Agreement to another company provided this does not adversely affect your rights under the Agreement.
15.2 Unenforceable terms: Each of the paragraphs and sub-paragraphs of our Agreement operate separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs and sub-paragraphs will remain in full force and effect.
15.3 Delays: If we delay in taking any steps under our Agreement against you in respect of you breaking our Agreement, that doesn’t prevent us taking steps against you later.
15.4 After our Agreement, the following Sections of this Agreement apply even once the Agreement has ended: Section 3 (Cancellation period), Section 8 (If you fail to pay), Section 10 (Our responsibility to you), Section 11.2 (Complaints), Section 14 (After the agreement ends) and Section 15 (PARTIES, TERMS, LAW) apply even once the Agreement has ended.
15.5 Laws and courts that apply: English law applies to our Agreement and claims between us will be brought in the English courts.
Customer Support
Phone: 0800 358 7680
email: [email protected]
Mon-Fri: 08:30 - 18:00
Sat-Sun & Bank Hol: 09:00 - 17:00
Sales & Upgrades
Phone: 0800 048 7790
email: [email protected]
Mon-Fri: 08:00 - 20:00
Sat-Sun & Bank Hol: Closed
Recontracts
Phone: 0800 054 1333
email: [email protected]
Mon-Fri: 09:00 - 17:00
Sat-Sun & Bank Hol: Closed
Cancellations
Phone: 0800 054 1333
email: [email protected]
Mon-Fri: 09:00 - 17:00
Sat-Sun & Bank Hol: Closed
Copyright Trooli Ltd © 2023. All rights reserved. Registered in England and Wales. Company Reg No. 4366668. 18 Kings Hill Avenue, Kings Hill, West Malling, Kent, ME19 4AE
