Terms and Conditions
Premitel Connections Ltd
Last Updated: 14 September 2026
1. Definitions
Agreement means these Terms and Conditions together with any quotation, order form, proposal, email acceptance or other agreed order documentation.
Customer means the individual, partnership, company or organisation purchasing Services from Premitel Connections Ltd.
Equipment means any router, telephone, adaptor, handset or other hardware supplied by Premitel Connections Ltd.
Services means telecommunications, VoIP, SIP, internet connectivity, broadband, hosting, numbering, messaging, support and related services supplied by Premitel Connections Ltd.
Supplier means any third-party carrier, wholesale provider, network operator, infrastructure owner, software platform provider or contractor involved in delivering the Services.
2. About Us
Premitel Connections Ltd provides telecommunications and internet services to business and residential customers throughout the United Kingdom.
Services are delivered using a combination of Premitel Connections Ltd systems and third-party supplier infrastructure.
3. Formation of Agreement
An Agreement is formed when:
- The Customer signs an order;
- The Customer accepts a quotation;
- The Customer instructs Premitel Connections Ltd to proceed with the Services;
- The Services are provisioned or activated; or
- The Services are being used by the Customer.
These Terms and Conditions shall apply to all Services unless otherwise agreed in writing.
4. Provision of Services
Premitel Connections Ltd shall exercise reasonable skill, care and diligence in arranging, supplying and supporting the Services.
All Services are supplied on a reasonable endeavours basis unless expressly agreed otherwise in writing.
Installation dates, porting dates, activation dates and fault resolution times are estimates only and are not guarantees.
The Customer acknowledges that Premitel Connections Ltd does not own or control all telecommunications networks, fibre infrastructure, exchanges, internet backbone services, data centres or carrier systems required to deliver the Services.
5. Regulatory Compliance
Premitel Connections Ltd operates in accordance with applicable legislation and regulatory requirements governing UK communications providers, including the General Conditions of Entitlement issued by Ofcom.
Compliance with regulatory requirements does not constitute a warranty that any Service will be uninterrupted, fault-free or available at all times.
6. Customer Responsibilities
- Provide accurate information required for service provisioning and support.
- Maintain suitable power supplies, internal networks and local equipment.
- Report faults promptly.
- Cooperate with reasonable troubleshooting requests.
- Maintain backups of important data and configurations where appropriate.
7. Equipment
Equipment supplied by Premitel Connections Ltd shall remain the property of Premitel Connections Ltd until paid for in full.
Risk in the Equipment passes to the Customer upon delivery.
Premitel Connections Ltd shall not be liable for damage arising from misuse, unauthorised modification or incorrect installation by the Customer or a third party.
8. Number Porting
Premitel Connections Ltd will use reasonable endeavours to facilitate number porting requests.
The Customer acknowledges that porting activities are performed by third-party network operators and carriers.
Premitel Connections Ltd cannot guarantee:
- Port completion dates;
- Uninterrupted service during a port;
- The actions of donor operators;
- Routing updates by third-party networks.
Premitel Connections Ltd shall not be liable for losses arising from porting delays, failed ports, routing issues, temporary service disruption or actions of third-party telecommunications providers.
9. Service Availability
Premitel Connections Ltd does not warrant that any Service will be uninterrupted or error-free.
Services may be affected by circumstances beyond our control including:
- Supplier outages;
- Carrier or network failures;
- Openreach engineering delays or missed appointments;
- Number porting delays or failures;
- Routing faults between carriers;
- Internet routing issues;
- Fibre breaks or cable damage;
- Utility or power failures;
- Data centre outages;
- DNS provider failures;
- Cyber incidents affecting third-party infrastructure;
- Maintenance activities;
- Force majeure events.
Premitel Connections Ltd shall use reasonable endeavours to investigate faults, engage with suppliers and seek restoration of Services as quickly as reasonably practicable.
10. Charges and Payment
Charges shall be invoiced in accordance with the applicable quotation, order form or service agreement.
Invoices are payable within the payment terms shown on the invoice.
Premitel Connections Ltd reserves the right to charge statutory interest and debt recovery costs on overdue invoices.
Services may be suspended where invoices remain unpaid after their due date.
11. Suspension and Termination
Premitel Connections Ltd may suspend or terminate Services where:
- Payment remains overdue;
- The Services are used unlawfully;
- Continued provision would breach legal or regulatory obligations.
Either party may terminate the Agreement in accordance with any agreed notice period or minimum contract term.
12. Limitation of Liability
Nothing within these Terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any liability which cannot legally be excluded.
To the fullest extent permitted by law, Premitel Connections Ltd shall not be liable for:
- Loss of profit;
- Loss of revenue;
- Loss of business opportunity;
- Loss of goodwill;
- Loss of contracts;
- Loss of anticipated savings;
- Loss of data;
- Indirect or consequential losses.
The Customer acknowledges that the Services rely on networks, carriers, infrastructure and systems operated by third-party Suppliers.
Premitel Connections Ltd shall not be liable for interruption, delay, degradation or failure arising from:
- Third-party supplier failures;
- Wholesale carrier issues;
- Network outages;
- Openreach or contractor delays;
- Missed engineering appointments;
- Number porting failures;
- Routing issues;
- DNS failures;
- Data centre outages;
- Cyber incidents affecting third-party providers;
- Utility failures;
- Fibre cuts or cable damage;
- Any circumstance beyond our reasonable control.
Where an outage occurs, the Customer’s sole remedy shall be a pro-rata credit or refund of the affected recurring service charge for the duration of the outage.
Subject to the provisions above, Premitel Connections Ltd’s maximum aggregate liability arising under or in connection with the Services shall not exceed the total fees paid by the Customer for the affected Service during the twelve months immediately preceding the event giving rise to the claim.
The Customer acknowledges that telecommunications and internet services cannot be guaranteed to be continuously available or fault-free.
13. Force Majeure
Neither party shall be liable for any delay or failure resulting from circumstances beyond its reasonable control, including but not limited to acts of God, severe weather, flood, fire, war, terrorism, industrial disputes, utility failures, internet outages, cyber attacks or supplier failure.
14. Data Protection
Each party shall comply with applicable UK data protection legislation.
Premitel Connections Ltd shall process personal data only to the extent necessary to provide, administer and support the Services.
15. Entire Agreement
These Terms and Conditions constitute the entire agreement between the parties regarding the Services and supersede any previous representations or agreements unless confirmed in writing.
16. Governing Law
These Terms and Conditions shall be governed by the laws of Scotland.
Any dispute arising from these Terms shall be subject to the exclusive jurisdiction of the Scottish Courts.