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Terms and Conditions of Service

Last Updated: March 2026

Please read these Terms and Conditions ("Terms") carefully before using the services provided by Dart Telecom ("we," "us," or "our"). By activating your service or using our website, you agree to be bound by these Terms.

The Agreement
  1. This agreement is between Dart Telecom (Address: 158 Cromwell Road, M6 6DE) and the Customer named in the service order.
  2. The contract begins on the date we accept your order or activate your service, whichever is earlier.
  3. For consumers, a 14-day cooling-off period applies from the date of the agreement, during which you may cancel without penalty, subject to payment for any services already used.
Service Levels and Performance (SLA)
  1. Our Commitment: Dart Telecom is committed to providing a reliable and high-quality network. We aim to meet specific uptime and repair targets to ensure your connectivity remains consistent.
  2. Maintenance: While we strive to provide continuous service, you acknowledge that telecommunications networks may occasionally experience interruptions for essential maintenance or due to external factors.
  3. Full Details: For comprehensive information on our response times, repair targets, and eligibility for service credits, please view our full [Service Level Agreement (SLA) here].
Services and Equipment
  1. We will provide telecommunications services with reasonable care and skill, as defined by the Consumer Rights Act 2015.
  2. Network Availability: While we strive for 24/7 coverage, services may be affected by maintenance, geographical factors, or network upgrades.
  3. Equipment: Any hardware provided remains the property of Dart Telecom unless purchased outright. You are responsible for keeping equipment safe and in good working order.
Use of Services (Acceptable Use)
  1. You must not use the services for any unlawful, fraudulent, or criminal activity; nuisance or abusive communications; or activities that degrade network performance for others.
  2. We reserve the right to suspend services immediately if we detect a breach of this section.
Billing and Payment
  1. Charges: You agree to pay all monthly subscription fees, usage charges, and applicable taxes.
  2. Price Increases: In accordance with Ofcom regulations, any scheduled mid-contract price rises will be clearly communicated in "pounds and pence" at the point of sale.
  3. Late Payments: Failure to pay by the due date may result in a late fee of £7.50 and the suspension of your services.
Contract Duration and Termination
  1. Minimum Term: Your contract is subject to a minimum term as specified in your order summary.
  2. Early Termination: If you cancel before the end of the Minimum Term, an Early Termination Charge will apply.
  3. End of Contract: We will send you an "End of Contract Notification" between 10 and 40 days before your minimum term expires.
Limitation of Liability
  1. We are not liable for business losses or for service interruptions caused by factors outside our reasonable control (Force Majeure).
  2. Nothing in these terms excludes our liability for death or personal injury caused by negligence.
Complaints and Disputes
  1. We aim to resolve all issues directly. Please call us at 020 4545 5555.
  2. If a dispute remains unresolved after 8 weeks, you may refer the matter to an Alternative Dispute Resolution (ADR) scheme.
Governing Law
  1. These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the English courts.

Contact Details

Phone: 020 4545 5555

Address: 158 Cromwell Road, M6 6DE

Email: info@darttelecom.com

Service Level Agreement (SLA) for Dart Telecom

This Service Level Agreement (SLA) sets out the performance standards and support commitments provided by Dart Telecom for our business and premium residential connectivity services.

Service Availability (Uptime)

We aim to provide a high-performance network. Our uptime targets for core connectivity are:

Business Broadband & Ethernet: 99.9% uptime.

Standard Residential Broadband: 98% uptime.

Mobile Network Services: Subject to regional coverage and maintenance windows.

Fault Reporting and Response Times

Customers can report service interruptions 24/7 via our dedicated support line at 020 4545 5555. Once a fault is logged, we commit to the following response times:

Priority 1 (Total Loss of Service): Initial response within 2 working hours.

Priority 2 (Degraded Service/Intermittent Issues): Initial response within 4 working hours.

Priority 3 (General Inquiries/Minor Issues): Initial response within 1 working day.

Target Repair Times

For fixed-line business services located at your registered address (158 Cromwell Road, M6 6DE or elsewhere), we strive to meet the following repair targets:

Essential Support: Clear the fault within 2 working days (Monday–Friday).

Premium Support: Clear the fault within 1 working day (including weekends where specified in your contract).

Planned Maintenance

To ensure the security and efficiency of our network, periodic maintenance is required.

Notification: We will provide at least 3 working days' notice for any planned maintenance that may cause a service interruption.

Windows: Maintenance is typically scheduled during "low-impact" hours (typically between 00:00 and 06:00 GMT).

Service Credits

If we fail to meet our Target Repair Times for Priority 1 faults, eligible business customers may be entitled to a service credit.

Calculation: Credits are calculated as a percentage of the monthly recurring charge for the affected service.

Claims: To claim a credit, customers must contact billing@darttelecom.com within 30 days of the fault resolution.

Exclusions

This SLA does not apply to service failures caused by:

Faulty equipment owned or provided by the customer.

Loss of power at the customer's premises.

Force Majeure events (e.g., severe weather, national strikes, or third-party fiber cuts).

Suspension of service due to non-payment or breach of our Acceptable Use Policy.

Kosher Talk, Crystal Clear.™

info@darttelecom.com

020 4545 5555

info@darttelecom.com

020 4545 5555