Terms & Conditions.
Terms & Conditions.
We know, it’s boring - but it’s really important stuff.
Agreement Overview
Agreement Overview
These terms and conditions form the basis of the agreement between you (the customer) and Tribe Fibre Ltd, Company Registration Number 14945171, located at Building B, Watchmoor Park, Riverside Way, Camberley, GU15 3YL ("we," "us," or "our").
By using our services, you agree to these terms. For questions, contact us at support@tribefibre.com.
1. Service Orders
1.1
We agree to provide services as per the charges listed in your Order Confirmation, subject to these Terms and Conditions.
1.2
Orders may be placed via phone, website, or other methods.
1.3
Services are offered to fixed residential locations with a 24-month minimum contract.
1.4
The Agreement begins upon email confirmation of your order.
1.5
Service activation requires initial payment and email confirmation.
1.6
Services are conditional on:
Completion and acceptance of a residential survey,
Any applicable Excess Construction Charges (ECC) based on the survey, payable before installation.
1.7
If we cannot provide the service after the survey, we’ll cancel the order and refund any pre-installation payments.
1.8
You agree to grant us access to your property (or neighbouring property, if necessary) for service activation or equipment installation.
2. Contract Duration
2.1
We will provide and charge you for services and equipment during the contract’s minimum term.
2.2
Statutory cancellation rights remain unaffected.
2.3
Contract duration details will be confirmed during your order, in the Contract Information and Summary Documents, and in your Order Confirmation.
2.4
Once the minimum term ends, your contract will convert to a rolling 30-day contract.
3. Installation and Home Visits
3.1
Prior to installation
Complete a Wayleave Agreement for shared access, rental or other properties that may require consent or authorisation as required (e.g. Landlord permission),
Provide written freeholder consent if you do not own the property,
Be present during installation,
Consent to minor alterations if needed,
Obtain neighbour consent if applicable (e.g., for shared driveways).
3.2
Some installations may be DIY; setup guides will be provided.
3.3
Service disruptions may occur during installation, not typically exceeding 48 hours.
3.4
A home visit may be needed for installation, repairs, or fault investigations.
3.5
We are not responsible for connecting non-Tribe devices (e.g., laptops, gaming consoles).
3.6
Cancellations or reschedules by you of home visits require a minimum of 3 days’ notice.
4. Home Visit and Installation Charges
4.1
We may charge for engineer visits if:
Incorrect address details are provided,
Less than 3 days’ notice is given for cancellations,
The engineer cannot access the property,
An authorised adult is not present,
No fault is found, or the issue lies outside of our services or equipment.
4.2
Charges will be agreed upon in writing prior to the visit. For a full list of charges please visit the Pricing and charges and cancellation policy on the Tribe Fibre website.
5. Supply of Equipment and Services
5.1
We will provide services and equipment as per this agreement.
5.2
Service dates are estimates and cannot be guaranteed.
5.3
We reserve the right to make changes for legal or safety compliance.
5.4
Services are provided “as is”; uninterrupted or error-free service is not guaranteed.
6. Warranty, Repairs, and Maintenance
6.1
Our equipment warranty covers conformity with specifications and freedom from defects in design and workmanship.
6.2
Warranty does not cover misuse, failure to follow instructions, or unauthorised alterations.
6.3
For equipment defects, notify us to arrange repair or replacement.
6.4
We may temporarily suspend services for repairs or maintenance, with notice where possible.
7. Use of Services
7.1
Services must be used in good faith and in compliance with the law.
7.2
You are responsible for securing login details and reporting suspicious activity.
7.3
Prohibited activities include:
Fraud, illegal activity, or harmful use of our network,
Resale of services, or
Circumventing security or engaging in unauthorized activities
7.4
We may suspend services or change passwords if unusual activity is detected.
8. Faults and Reporting
8.1
Report service or equipment faults promptly via our customer portal, phone, or email.
8.2
We aim to resolve issues quickly and will keep you informed during the process.
9. Broadband Speed and Cancellation
9.1
Tribe Fibre offers a choice of broadband packages with advertised download speeds of 160Mbps, 550Mbps, and 1Gbps. These headline speeds are based on a wired (Ethernet) connection to the router and may vary depending on the type of connection and the setup within your home.
9.2
Charges incurred before termination remain your responsibility.
9.3
The speed package you are on is outlined in your contract. Our average download speeds during peak times (8pm–10pm) are typically:
160Mbps package: average 150Mbps
1Gbps package: average 910Mbps
550Mbps package: average 500Mbps
9.4
Minimum guaranteed download speeds
160Mbps package: minimum 80Mbps
550Mbps package: minimum 275Mbps
1Gbps package: minimum 455Mbps
9.5
These minimum and average speeds are applicable over a wired connection. Wi-Fi performance may vary depending on factors such as the layout of your home, the number and type of connected devices, and signal interference. We recommend using wired connections for the most reliable performance.
9.6
Upload speeds are symmetrical on some packages, meaning upload speeds match download speeds in most cases. You will be advised before purchase if this is the case.
9.7
If your broadband speed consistently falls below the guaranteed minimum (as defined in 9.4) for 7 consecutive days, and we are unable to resolve the issue within 30 calendar days of being notified, you have the right to cancel your contract without early termination charges. We will work with you to diagnose and resolve the issue, including potential engineering visits or equipment checks, before confirming eligibility for cancellation.
9.8
This speed policy forms part of our commitment to transparency under the Voluntary Code of Practice on Broadband Speeds supported by Ofcom.
10. Service Activation
10.1
We aim to activate services by the date confirmed in your order.
10.2
Activation may lead to a loss of any copper-based telephone service unless specified otherwise.
11. Equipment Ownership and Responsibility
11.1
Any equipment provided by us shall, unless stated otherwise in your order, be owned by us or our suppliers. You must look after the equipment and follow any instructions we provide to you regarding its use, possession, or handling. You must: (i) ensure the equipment is safe and secure. (ii) not remove, relocate, interfere, or tamper with the equipment or permit anyone else (other than us or our contractors) to remove, relocate, interfere or tamper with it, including for the purpose of diagnosing or fixing faults. (iii) ensure anti-virus software settings and controls are active. (iv) notify us without delay if you believe the equipment is faulty or damaged. (v) not deface, obscure or remove any identification markings on the equipment.
11.2
The router and ONT (our connection equipment on the wall inside your property) are vital components of the services; any interference with/damage to them may impact the quality of the service we provide you. It is essential that you keep this equipment safe and return them to us in good working order if you decide to end your contract. Any other equipment that you connect to them will be your responsibility, as is the ensuring that they would be compatible with our network.
11.3
Notify us of any lost or damaged equipment; replacement charges may apply as outlined in the pricing, charges and cancellations section on the site.
11.4
Upon cancellation, return or recycle equipment as required. If a return of equipment is required and not made you may be liable for non return of router charges as outlined in the pricing, charges and cancellation section on the site.
11.5
It is your responsibility to ensure the parental controls on the equipment are configured for your needs (if any) and are active and working (where relevant).
12. Payments
12.1
Payments are due per the terms in your Order Acceptance.
12.2
Bills are available in the customer portal and emailed monthly.
12.3
Late payments may result in service suspension or termination; contact accounts@tribefibre.com if you encounter issues.
12.4
If you terminate the Agreement within the minimum term, charges will be calculated based on remaining monthly charges.
13. Moving Home
13.1
Notify us at least 15 days before moving to request a service transfer.
13.2
Moving cancels your current contract.
13.3
if services are available at your new address, a new contract may be required.
14. Price Changes
14.1
Prices increase annually in line with the Retail Price Index (RPI).
14.2
Prices may increase if our wholesale rates increase.
14.3
We’ll notify you 30 days in advance for any price changes.
14.4
You may cancel without penalty within 30 days if price changes can be demonstrated as negatively affecting you and we haven't advised of increases at the start of the contract.
15. Service Changes
15.1
Contact us at support@tribefibre.com for any service changes.
15.2
Mid-contract changes may incur charges for the remaining contract term.
16. Cancellation and Suspension
16.1
You may cancel within 14 days of order acceptance. Tribe will refund payments within 14 days, excluding any installation costs
16.2
Cancellations after 14 days require 30 days’ written notice, with early termination fees applying if within the minimum term.
16.3
You may end the contract without penalty if we change services, charges, or terms that can be demonstrated as negatively affecting you.
17. Complaints and Disputes
17.1
For complaints, contact support@tribe.co.uk or submit a complaint through our website.
17.2
You may also contact the Communications Ombudsman or Trading Standards.
18. Data Privacy
18.1
We comply with data protection laws. Contact dpo@tribefibre.com for enquiries.
19. Limitation of Liability
19.1
Tribe is not liable for third-party equipment issues, data loss, or damage to non-Tribe equipment.
20. Notices
20.1
Notices must be sent in writing via post or email.
21. Entire Agreement
21.1
This Agreement represents the entire understanding between Tribe Fibre and you.
22. Assignment
22.1
You cannot assign this Agreement without our written consent.
23. Governing Law
23.1
This Agreement is governed by the laws of England and Wales.
For any questions or service-related matters, please contact us at support@tribefibre.com
