Nouveaus Terms of Service
Broadband & dialup
The following terms and conditions apply to the Nouveau Broadband service:
Free domain name registration
Please note that if you opt to take advantage of our free domain name registration (included with new Nouveau Broadband accounts), you will automatically be charged for the renewal of the domain 30 days prior to it's expiry (either one or two years later on).
Installation
The service will be installed at your local exchange by a BT, or other qualified engineer, on the date requested during the sign up process. The engineer will not need to visit your premises. A line test will be carried out to ensure the service can be provided at your premises. During installation you may lose your telephone connection for up to two hours. We will use reasonable skill and care in delivering the service on the date agreed, but are not liable for any failure to meet any deadline.
Line Testing Failure
If during line testing and installation we are unable to deliver the service, we will inform you as soon as possible. Your original line will be restored, and you will be offered either a full refund or an alternative service. If we are unable to activate the service due to your act or omission, or due to incorrect information being provided at signup, we will charge you a failed connection fee of £30 plus VAT.
You are responsible for ensuring you have an existing BT telephone line, and the correct equipment is installed and working at your premises. This includes a line filter, ADSL modem and computer. You must ensure that any equipment attached to the broadband service is technically compatible with that service, and does not breach relevant legislation or telecommunications industry standards.
Contract Duration
If you are new to Broadband and are signing up for the first time, your minimum contract term is one month from when your line is first activated.
If you migrate to Nouveau from another Broadband supplier your minimum contract term is three months from when your line is first activated.
Indemnity
The service provides you with access to the internet. You accept that you use the internet at your own risk and subject to any applicable laws. We have no responsibility for any goods, services, information, software or other materials you may use or purchase over the internet connection provided.
Equipment
Equipment provided, or purchased, as part of this service is covered in accordance with existing consumer protection legislation.
Cancellations & Refunds
If you are an existing web hosting customer adding broadband to your account.
If ADSL activation fails on your line then we give you a full refund.
If you cancel your ADSL before the activation date.
We charge you for your:
Connection/migration fee.
1st month's rental.
Your hardware.
Any domain registration fees.
NB in the case of migrating customers, you must pay the full migration fee of £40 + VAT if you cancel before line activation occurs.
If you cancel your ADSL within the minimum term of your contract. We charge you for the remainder of your minimum term. You must give us 1 month's notice even if you are in your minimum term.
If you cancel your ADSL after completing the minimum term of your contract. You must give us one full month's notice in writing if you wish to leave.
When you give us notice we will charge you for the remainder of the month you are in plus one full month's notice.
If you chose to pay us for 12 months in advance, the same cancellation terms apply. We refund you for any months outside of your contract term and notice period you have paid for, but do not use.
If you are a new Nouveau customer and you are buying our broadband account with domain name included.
If ADSL activation fails on your line and you DO NOT wish to host with us AND you DO NOT want to continue to use your domain name. We give you a full refund.
If ADSL activation fails on your line and you wish to host with us and you want to continue to use your domain name. We give you a partial refund: we charge you £3.99 per month for your hosting plus any domain registration fees.
If ADSL activation fails on your line and you are new to Nouveau and you DO NOT wish to host with us but you do want to continue to use your domain name. We give you a partial refund: we charge you for your domain registration fees.
If you choose to cancel your ADSL before the activation date and you are new to Nouveau but you do wish to host with us and you do want to continue to use your domain name.
We charge you for your:
Connection or migration fee.
1st month's rental.
Your hardware.
£3.99 per month for your hosting.
Any domain registration fees.
NB in the case of migrating customers, you must pay the full migration fee of £40 + VAT
If you cancel your ADSL before the activation date and you are new to Nouveau and you DO NOT wish to host with us but you do want to continue to use your domain name.
We charge you for your:
Connection or migration fee.
1st month's rental.
Your hardware.
Any domain registration fees.
NB in the case of migrating customers, you must pay the full migration fee of £40 + VAT
If you cancel your ADSL before the activation date and you are new to Nouveau and you DO NOT wish to host with us AND you DO NOT want to continue to use your domain name.
We charge you for your:
Connection/migration fee.
1st month's rental.
Your hardware.
Any domain registration fees.
NB in the case of migrating customers, you must pay the full migration fee of £40 + VAT
If you cancel your ADSL within the minimum term of your contract. We charge you for the remainder of your minimum term. You must give us 1 month's notice even if you are in your minimum term.
If you cancel your ADSL after completing the minimum term of your contract. You must give us one month's notice in writing if you wish to leave.
When you give us notice we will charge you for the remainder of the month you are in plus one full month's notice.
If you chose to pay us for 12 months in advance, the same cancellation terms apply. We refund you for any months outside of your contact term and notice period you have paid for but do not use.
If you are upgrading your line speed and the upgrade activation fails on your line we give you a full refund.
Notes relating to refunds and cancellations:
We are unable to offer refunds for hardware.
For all new ADSL customers - minimum contract term is 1 month only.
For all migrating customers - minimum contract term is 3 months.
All customers may choose to pay monthly or annually.
Connection fee is £50 + VAT.
Migration charge (only payable on cancellation within the first three months of your contract) is £40 + VAT.
Typical domain name registration fees are: .co.uk domains £2.95 +VAT per year (with a minimum two year registration period valued at £5.90 + VAT), .com domains £9.00 +VAT per year.
Transfer of Service
If moving from another provider, you are responsible for any liabilities under your existing agreement.
If you move premises, you have to cancel your existing connection and request broadband using the new address details. Please note you will be charged a connection fee for the new address. Also note that the service may not be available at the new address.
If you require to move to another service provider, then you must contact us in a timely manner to request a migration code and then contact an alternate supplier. Migration codes must be requested in writing, and may take up to 5 working days to be provided.
The following additional terms and conditions apply to the Nouveau Dial service:
Use of unmetered access periods under the Nouveau Dial service is limited to an online session of two hours. You can then re-connect back to the internet by using your dialup connection.
Please note: by signing up for any of our services you agree to be bound by all Nouveaus terms and conditions.
To contact us about this or any other service or product, please call us on 0871 223 2377, email us at sales@nouveau-net.co.uk or fill in our online enquiry form.
