WholeHome Wifi Terms and Conditions.

1. SERVICE DESCRIPTION

1.1 What WholeHome Wifi includes

WholeHome Wifi is an optional add-on service that provides one or more Fibrely-approved wireless access WiFi Pods ("WiFi Pods") to extend Wi-Fi coverage throughout your home. When you purchase WholeHome Wifi, a WiFi Pod will be dispatched to your registered address automatically — you do not need to report a coverage problem first. Additional WiFi Pods may be dispatched free of charge if required under the Coverage Guarantee set out in clause 7.

The WholeHome Wifi service includes:

• Dispatch of one WiFi Pod to your registered address upon activation of the service.
• A Coverage Guarantee providing a minimum wireless download speed of 10Mbps in every Eligible Room of your main dwelling (see clause 1.4).
• Supply of additional WiFi Pods free of charge where required to meet the Coverage Guarantee.
• Remote monitoring and diagnostic support for WiFi Pods.
• Replacement of faulty WiFi Pods subject to clause 7.
• Online setup guide and customer support via Fibrely's contact channels.

1.2 What WholeHome Wifi does not include

WholeHome Wifi does not guarantee a specific Wi-Fi speed beyond the minimum threshold set out in clause 1.4. Actual speeds will vary depending on factors including the construction of your property, the number of connected devices, distance from the WiFi Pod, and the headline speed of your underlying broadband package.

WholeHome Wifi does not replace or upgrade the underlying broadband service. The Coverage Guarantee applies to Wi-Fi signal within your home and is separate from the headline broadband speed delivered to your property.

WholeHome Wifi does not include professional installation. WiFi Pods are designed for customer self-installation in accordance with the setup instructions provided.

1.3 Coverage Guarantee

Fibrely guarantees that a minimum wireless download speed of 10Mbps will be achievable in every Eligible Room of the customer's main dwelling, as measured using Fibrely's recommended speed test method ("the Coverage Guarantee"). This guarantee applies for the duration of the active WholeHome Wifi subscription. Where the Coverage Guarantee cannot be met, the remedy process set out in clause 7.2 applies.

1.4 Eligible Rooms

For the purposes of these terms, an "Eligible Room" means any enclosed internal room within the main structure of the customer's primary residence, located on the ground floor or above, with permanent solid walls and a ceiling. The Coverage Guarantee does not apply to, and Fibrely accepts no obligation to provide coverage in:

• Outbuildings, garages, garden offices, or sheds, whether or not physically attached to the main dwelling.
• Conservatories or garden rooms attached to the main dwelling by a single-skin wall or fully glazed connection.
• Basements or rooms below ground level.
• Loft spaces or rooms accessed solely via a loft hatch.
• Any room or space outside the main permanent structure of the dwelling.

Where the customer is uncertain whether a space qualifies as an Eligible Room, they should contact Fibrely's customer support team before making a claim under the Coverage Guarantee.

1.5 Service availability

WholeHome Wifi is available to residential customers on an active Fibrely broadband subscription. Fibrely reserves the right to limit availability based on technical or operational factors, and to withdraw the service from new customers with reasonable notice.

2. HARDWARE

2.1 Hardware ownership

All WiFi Pods supplied as part of the WholeHome Wifi service remain the property of Fibrely at all times. The customer is granted a personal, non-transferable licence to use the WiFi Pods for the sole purpose of receiving the WholeHome Wifi service at their registered premises for the duration of the active subscription.

The customer must not sell, transfer, modify, reverse-engineer, or otherwise deal with the WiFi Pods except as expressly permitted by these terms.

2.2 Customer obligations regarding hardware

The customer must:

• Place WiFi Pods in a safe, dry, well-ventilated location away from heat sources, liquids, and physical obstructions.
• Follow the setup instructions provided by Fibrely.
• Use WiFi Pods only at the registered premises and only in connection with the customer's Fibrely broadband service.
• Notify Fibrely promptly of any loss, theft, or damage to a WiFi Pod.
• Not permit any third party to use or access the WiFi Pods.

2.3 Risk

Risk in the WiFi Pods passes to the customer upon delivery to the registered premises. The customer is responsible for loss of or damage to the WiFi Pods from the point of delivery, unless such loss or damage results from a manufacturing fault or is otherwise covered under clause 7.

3. PRICING AND BILLING

3.1 Monthly charge

The monthly charge for WholeHome Wifi is as stated at the point of purchase and displayed on the customer's account.

3.2 Billing cycle

WholeHome Wifi is billed monthly in advance. Where added mid-billing cycle, the first charge will be prorated to align with the customer's existing broadband billing date. From the following month, the full monthly charge will apply.

3.3 Free trial (if applicable)

Where Fibrely offers a free trial period, no charge will be applied until the trial period expires. The trial period will be stated at the point of purchase. The customer must cancel before the trial end date to avoid being charged. Cancellation instructions are available via the customer portal at fibrely.co.uk or by contacting customer support.

4. CONTRACT TERM AND CANCELLATION

4.1 Contract term

WholeHome Wifi is provided on a contracted basis. The term of this product's contract will be stated at point of sale and confirmed within the Welcome Email.

4.2 Cancellation by the customer

The customer may cancel WholeHome Wifi at any time by:

• Logging in to the customer portal at myaccount.fibrely.co.uk and removing the add-on.
• Contacting Fibrely customer support by phone or live chat.

Cancellation takes effect at the end of the current billing period. No partial-month refund is applicable for the remainder of the billing period following cancellation, unless a price increase notice has been served under clause 3.4.

4.3 Cooling-off period

Where WholeHome Wifi is purchased for the first time, or as part of a new or renewed broadband contract, the customer has a statutory right to cancel within 14 days of purchase without giving a reason (the "Cooling-Off Period"). Where the customer exercises this right:

• The customer must return all WiFi Pods to Fibrely within 14 days of notifying Fibrely of their intention to cancel.
• Fibrely will refund any charges paid for WholeHome Wifi within 14 days of receiving the returned hardware in satisfactory condition.
• Where the customer has requested the service begin during the Cooling-Off Period, Fibrely may charge for the period of use up to the point of cancellation.

4.4 Cancellation by Fibrely

Fibrely may cancel WholeHome Wifi and require the customer to return the WiFi Pods where:

• The customer's broadband service is terminated for any reason.
• The customer materially breaches these terms and fails to remedy the breach within 14 days of written notice.
• Fibrely decides to withdraw the WholeHome Wifi service, in which case not less than 30 days' notice will be given.

5. RETURNS

5.1 Return obligation on cancellation

On cancellation of WholeHome Wifi for any reason, the customer must return all Fibrely-supplied WiFi Pods to Fibrely within 14 days of the cancellation date. Fibrely will provide a prepaid returns label to the customer.

5.2 Condition of returned hardware

WiFi Pods must be returned in a condition consistent with reasonable use. The customer is responsible for any damage beyond fair wear and tear. WiFi Pods should be returned with all accessories originally supplied (power adapters, cables).

5.3 Failure to return

If WiFi Pods are not returned within 14 days of the cancellation date, Fibrely reserves the right to charge the customer the replacement cost of the unreturned equipment. The current replacement cost per WiFi Pod is available on request.

5.4 How to return

To return WiFi Pods, the customer should use the prepaid label provided by Fibrely. Fibrely recommends retaining proof of postage. Fibrely is not responsible for WiFi Pods lost in transit where the customer cannot provide proof of return.

6. INSTALLATION AND SETUP

6.1 Self-installation

WholeHome Wifi is designed for customer self-installation. Detailed setup instructions are available in the box and online at fibrely.co.uk. If the customer requires assistance with setup, Fibrely's customer support team can be contacted by phone or live chat during normal operating hours.

6.2 Technical requirements

WholeHome Wifi WiFi Pods must be connected to a Fibrely-supplied router. Compatibility with third-party routers is not guaranteed and is not supported. Fibrely reserves the right to decline support for configurations that do not use Fibrely-supplied hardware.

6.3 Engineer visits

WholeHome Wifi does not include an on-site installation engineer visit as standard. Where a customer requires an engineer visit in connection with WholeHome Wifi, this will be subject to Fibrely's standard engineer visit policy and any applicable charges.

7. FAULTS, COVERAGE GUARANTEE, AND REPLACEMENTS

7.1 Reporting a fault

Faults with WholeHome Wifi hardware should be reported to Fibrely's customer support team. Fibrely will triage the fault and determine whether the issue is with the WiFi Pod hardware, the customer's broadband connection, or another factor. The customer should follow any diagnostic steps requested by the support team before a replacement is dispatched.

7.2 Coverage Guarantee remedy

Where the customer reports that the Coverage Guarantee (clause 1.3) is not being met in one or more Eligible Rooms, Fibrely will work through the following steps in order:

• 1. Fibrely will first attempt remote diagnosis and configuration changes to resolve the coverage issue.
• 2. If remote resolution is not possible, Fibrely will dispatch one or more additional WiFi Pods to the customer free of charge, to be placed in locations recommended by Fibrely's support team. The customer must allow reasonable time for the additional WiFi Pod(s) to be delivered and configured before proceeding to step 3.
• 3. If the Coverage Guarantee still cannot be met after step 2, the customer may cancel WholeHome Wifi without penalty and will receive a bill credit for £100 as compensation for this failure.

The remedy in steps 2 and 3 is not available where the failure to meet the Coverage Guarantee is attributable to factors outside Fibrely's reasonable control, including but not limited to: property construction materials (stone, reinforced concrete, or metal cladding), third-party interference on the wireless spectrum, the customer's failure to place WiFi Pods in the locations recommended by Fibrely's support team, or the room being outside the definition of an Eligible Room.

7.3 Hardware replacement for faults

Where Fibrely determines that a WiFi Pod has developed a hardware fault that cannot be resolved remotely, Fibrely will dispatch a replacement WiFi Pod to the customer's registered address within a reasonable number of working days of confirming the fault. The replacement will be dispatched before the customer is required to return the faulty unit, so that coverage is not interrupted. The customer must return the faulty WiFi Pod within 14 days of receiving the replacement, using the returns process set out in clause 5.

7.4 Customer damage

Replacement under clauses 7.2 and 7.3 does not apply where the fault or damage has been caused by:

• Misuse, accidental damage, or negligence by the customer or a third party.
• Failure to follow the setup or usage instructions.
• Unauthorised modification or repair.
• Use other than for its intended domestic purpose.

In such cases, Fibrely may offer a replacement at a charge reflecting the cost of the hardware. Fibrely will notify the customer of any applicable charge before dispatching a replacement.

7.5 Service interruptions

Fibrely does not guarantee uninterrupted WholeHome Wifi service. Planned maintenance, emergency works, or circumstances beyond Fibrely's reasonable control may result in temporary service interruptions. Fibrely will endeavour to provide advance notice of planned maintenance where reasonably practicable.

8. DATA AND PRIVACY

8.1 Device data collection

WholeHome Wifi WiFi Pods may collect network performance and diagnostic data to facilitate service monitoring, fault resolution, and product improvement. This may include signal strength data, connection uptime, and device connectivity statistics. This data is processed in accordance with Fibrely's Privacy Policy, available at https://fibrely.co.uk/legal/privacy-policy.

8.2 Personal data

WholeHome Wifi WiFi Pods do not store personal data or browsing history. Network traffic passes through the WiFi Pods in the normal course of providing the service but is not retained on the WiFi Pod hardware.

8.3 Privacy Policy

The customer's use of the WholeHome Wifi service is subject to Fibrely's Privacy Policy, which is incorporated into these terms by reference. Fibrely will notify the customer of any material changes to the Privacy Policy in accordance with the terms of that policy.

9. LIMITATION OF LIABILITY

Subject to clause 9.3, Fibrely's total liability to the customer under or in connection with these terms (whether in contract, tort including negligence, breach of statutory duty, or otherwise) shall not exceed the total monthly charges paid by the customer for WholeHome Wifi in the 12 months preceding the event giving rise to the claim.

Fibrely shall not be liable for:

• Any indirect, special, or consequential loss.
• Loss of profit, revenue, business, or anticipated savings.
• Loss of or damage to data.
• Losses arising from the customer's failure to follow setup or usage instructions.
• Losses arising from factors outside Fibrely's reasonable control, including infrastructure failures, acts of God, or third-party network issues.

Nothing in these terms limits or excludes Fibrely's liability for:

• Death or personal injury caused by negligence.
• Fraud or fraudulent misrepresentation.
• Any liability that cannot be limited or excluded by law.

10. GENERAL

10.1 Governing law

These terms are governed by and construed in accordance with the laws of England and Wales. The parties submit to the exclusive jurisdiction of the courts of England and Wales in respect of any dispute arising under or in connection with these terms.

10.2 Alternative dispute resolution

Fibrely is a member of an approved Alternative Dispute Resolution (ADR) scheme. If the customer has an unresolved complaint, they may refer it to the ADR scheme after completing Fibrely's internal complaints process. Details of the ADR scheme are available on request and on the Fibrely website.

10.3 Amendments

Fibrely may amend these terms with not less than 30 days' written notice to the customer. Notification will be provided by email to the customer's registered email address. Continued use of the WholeHome Wifi service after the notice period constitutes acceptance of the amended terms. If the customer does not accept the amended terms, they may cancel WholeHome Wifi without penalty before the effective date of the amendment.

10.4 Severance

If any provision of these terms is found to be invalid, unenforceable, or illegal, the remaining provisions shall continue in full force and effect.

10.5 Entire agreement

These terms, together with Fibrely's Main Terms and Privacy Policy, constitute the entire agreement between the parties relating to the WholeHome Wifi service and supersede all prior representations, agreements, and understandings.