Customer Terms — Broadband, VoIP & Mobile

COLABR8 Customer Terms — Broadband, VoIP & Mobile

Updated 1 February 2026

1. Definitions and interpretation

1.1 In these Terms:

• "COLABR8", "we", "us" means COLABR8 Limited, registered in Scotland (SC651494).
• "Customer", "you" means the business named in the Order.
• "Agreement" means these Terms, each Order, the Contract Summary (where given), the Price List and any Schedule.
• "Supplier" means any distributor, wholesaler or network operator COLABR8 uses to provide the Services, including Giacom, BT Wholesale, Daisy, Virgin Media O2 Business, Three Business, Openreach and any replacement.
• "Supplier Terms" means the terms on which a Supplier provides services to COLABR8, as they apply to the Customer's Services.
• "Services" means the Mobile, Broadband, VoIP and related services and Equipment set out in an Order.
• "Order" means the order form, quotation or online order signed or accepted by the Customer and accepted by COLABR8.
• "Protected Customer" means a Customer that is a microenterprise, small enterprise (fewer than 50 employees) or not-for-profit, as defined in the Ofcom General Conditions.
• "Minimum Term" means the minimum period for each Service stated in the Order, starting on its Service Start Date.
• "Service Start Date" means the date a Service is first made available to the Customer.
• "Equipment" means routers, handsets, SIMs, IP phones and any other hardware supplied with the Services.
• "Fraudulent Use" means any unauthorised or fraudulent use of the Services, including toll fraud, PBX hacking, SIM swap and artificial traffic, whoever carries it out.
• "Business Day" means a day other than a Saturday, Sunday or bank holiday in Scotland.

1.2 "Including" means "including without limitation". "Writing" includes email.

1.3 If there is a conflict, the order of precedence is: the Contract Summary, then the Order, then any Schedule, then these Terms.

2. Orders, contract summary and credit

2.1 The Agreement starts when COLABR8 accepts the Customer's Order, in writing or by starting to provide the Services. The Customer accepts an Order by signing it by hand or electronically, confirming by email, or giving verbal acceptance on a recorded call.

2.2 The person signing confirms they have authority to bind the Customer and that the Customer is a business acting for business purposes.

2.3 Before a microenterprise or not-for-profit Customer signs, COLABR8 will give it a Contract Summary and the contract information the Ofcom General Conditions require. The Customer must tell COLABR8 before signing if it is a Protected Customer, and how many employees it has.

2.4 The Customer must give complete and accurate information, including addresses, numbers to port, existing contract end dates and account details. Charges caused by inaccurate information, including aborted engineer visits and re-orders, are payable by the Customer.

2.5 COLABR8 may refuse any Order, including where a Supplier rejects it or credit checks fail.

2.6 If the Customer cancels an accepted Order before the Service Start Date, it must pay any Supplier cancellation charges, Equipment costs and COLABR8's reasonable administration costs.

2.7 COLABR8 and its Suppliers may run credit checks on the Customer and its directors, and may require a deposit, a director's guarantee or payment by Direct Debit as a condition of supply.

2.8 The Customer confirms that no existing contract it holds will stop the Services being provided. Any early termination charges owed to the Customer's previous provider are the Customer's responsibility unless the Order says COLABR8 will contribute to them.

3. Services, Supplier dependency and support

3.1 COLABR8 is a reseller. It provides the Services using networks and products supplied by its Suppliers, and does not own or operate those networks. COLABR8 will provide the Services with reasonable skill and care, but does not guarantee they will be uninterrupted, error-free, or available at any particular speed or coverage.

3.2 The Services are provided subject to the relevant Supplier Terms, so far as they apply to the Customer. COLABR8 will give the Customer a copy of any Supplier acceptable use or fair use policy on request.

3.3 Speeds, coverage checks and availability are estimates based on Supplier data. Actual performance depends on location, line length, building, wiring, device and network demand.

3.4 Installation dates and lead times are set by Suppliers and Openreach and are estimates only. COLABR8 is not liable for delays, missed appointments or a Supplier's failure to deliver, but will chase the Supplier and keep the Customer updated.

3.5 If a Supplier changes, withdraws or suspends a product, COLABR8 may change or withdraw the matching Service on the notice it receives from that Supplier. COLABR8 will offer a reasonable alternative where one exists. If the change is not to the Customer's benefit, clause 4.6 applies.

3.6 COLABR8 may move the Services to a different Supplier or platform, provided the Service the Customer receives is materially the same or better and the charges do not increase as a result.

3.7 Support. The Customer reports faults to COLABR8, not to the Supplier. COLABR8 provides support during the hours in the Order and manages the fault with the Supplier. Any fault repair targets or service credits are as set out in the Order, and only to the extent COLABR8 receives matching credits from the Supplier.

3.8 If a reported fault is caused by the Customer's own equipment, wiring, power or network, or no fault is found, the Customer must pay any engineer or Supplier charge incurred.

3.9 COLABR8 or a Supplier may carry out planned maintenance, with notice where possible, and may suspend a Service without notice in an emergency or to protect a network.

4. Charges, billing, price changes and payment

4.1 The Customer pays the charges in the Order and the Price List. All charges exclude VAT, which is added at the applicable rate.

4.2 Line rental, licence and other recurring charges are billed monthly in advance. Calls, data, roaming and other usage are billed monthly in arrears. Connection, installation and Equipment charges are billed on the Service Start Date or delivery.

4.3 Payment is due by Direct Debit on the date shown on the invoice, and in any case within 14 days of invoice, without set-off or deduction.

4.4 Usage may be billed up to 6 months after it occurs where a Supplier bills COLABR8 late.

4.5 Annual price rise. Each year on 1 April, the recurring charges will rise as follows:

• Protected Customers: by the fixed amount in pounds and pence shown in the Order for each line, seat, connection or SIM (for example, "£1.50 per month per mobile SIM"). No other annual rise applies.
• All other Customers: by the CPI rate published in January of that year plus 3.9%, as stated in the Order.

4.6 Other changes. COLABR8 may change charges or these Terms at any other time, including to pass on a Supplier price increase, by giving at least one month's written notice. If a change is not to the Customer's benefit, the Customer may end the affected Service without early termination charges by giving written notice within that notice period. This right does not apply to price rises under clause 4.5, to changes that are purely administrative with no negative effect, or to changes required by law or regulation.

4.7 Late payments carry interest under the Late Payment of Commercial Debts (Interest) Act 1998, plus the fixed recovery sums and reasonable recovery costs that Act allows. COLABR8 may also charge the failed Direct Debit fee in the Price List.

4.8 The Customer must dispute any invoice in writing, with reasons, within 30 days of the invoice date, and pay the undisputed part on time. COLABR8 will investigate and, where a Supplier error is found, pass on any credit it receives.

5. Customer obligations

5.1 The Customer must use the Services only for its own business and must not resell, sublet or share them with any third party without COLABR8's written consent.

5.2 The Customer must give COLABR8, its Suppliers and Openreach safe and timely access to its premises for installation, repair and removal, and obtain any landlord consent or wayleave needed.

5.3 The Customer must provide a suitable power supply, internal wiring and network for the Services to work.

5.4 The Customer must keep its site address, emergency contact and user details up to date, and tell COLABR8 within 1 Business Day if a VoIP handset or number moves to a new address.

5.5 The Customer must check its first bill for each Service against the Order, and tell COLABR8 in writing within 30 days of that bill if anything is wrong.

5.6 The Customer must tell COLABR8 in writing within 10 Business Days of any change of name, ownership, address, or insolvency event.

5.7 The Customer is responsible for the content of its calls, messages and data, for its own compliance with data protection and call recording law, and for backing up its own data.

5.8 The Customer must co-operate with COLABR8 and any Supplier on security incidents, fraud investigations and lawful requests from regulators or the police.

6. Fraud, security, acceptable use and Equipment

6.1 The Customer is liable for all charges incurred on its Services, including charges from Fraudulent Use, whether or not the Customer authorised them, unless the Fraudulent Use was caused by COLABR8's negligence.

6.2 The Customer must keep its Services secure, including using strong unique passwords on phone systems, handsets and portals, applying updates, and keeping SIMs and login details safe.

6.3 COLABR8 may apply spend caps, alerts, or call barring (including international and premium-rate barring by default). These help reduce risk but are not a guarantee, and COLABR8 is not liable if they do not stop Fraudulent Use or high bills.

6.4 COLABR8 may suspend any Service immediately if it or a Supplier suspects Fraudulent Use or a security threat. The Customer must tell COLABR8 at once if it suspects either.

6.5 Acceptable use. The Customer must not use the Services:

• for anything illegal, fraudulent, threatening or offensive;
• to make nuisance calls, send spam or unsolicited marketing, or present a caller ID it is not entitled to use;
• with SIM boxes, GSM gateways, or to generate artificial traffic;
• in breach of any Supplier fair use or acceptable use policy.

6.6 Equipment. Title to purchased Equipment passes on full payment; risk passes on delivery. Rented or loaned Equipment stays the property of COLABR8 or its Supplier and must be returned in good condition within 14 days of the Service ending, or the Customer will pay its replacement cost.

6.7 Equipment carries the manufacturer's warranty only, which COLABR8 will pass on. Damage from misuse, power surges or unauthorised changes is not covered.

7. Service-specific terms

Broadband

7.1 Broadband is supplied on a shared (contended) basis unless the Order states a dedicated leased line with guaranteed bandwidth.

7.2 Excess construction charges, survey fees and wayleave costs set by Openreach or a Supplier are payable by the Customer. COLABR8 will tell the Customer about them before proceeding where it can.

7.3 IP addresses belong to COLABR8 or its Supplier and cannot be transferred.

VoIP

7.4 VoIP depends on a working power supply and internet connection. Calls to 999 and 112 may not work during a power cut, broadband fault or network outage, and the emergency services may receive the wrong location if a handset is moved without telling COLABR8. The Customer should keep an alternative way to call 999, such as a mobile phone.

7.5 Number porting depends on the losing provider and industry porting rules. COLABR8 is not liable for failed, delayed or rejected ports caused by the losing provider or wrong details.

7.6 Numbers allocated by COLABR8 are held under Ofcom's numbering rules. The Customer may port them away, but does not own them, and they may be withdrawn if unused or unpaid.

7.7 Call recording is the Customer's responsibility, including telling callers and complying with data protection law.

7.8 The Customer must tell COLABR8 of any alarm, lift line, card terminal, door entry, telecare or similar device on its lines before migration.

7.9 PSTN switch-off. Openreach is withdrawing analogue and ISDN services, with switch-off on 31 January 2027. COLABR8 is not liable for any device that stops working because of this, or that the Customer did not tell COLABR8 about under clause 7.8.

Mobile

7.10 Mobile coverage varies by location, building and device. Coverage checkers are estimates only.

7.11 Roaming, international, premium-rate and out-of-bundle charges are payable at the rates in the Price List, including charges billed late by the network.

7.12 The Customer must report lost or stolen SIMs or devices to COLABR8 immediately, and stays liable for all charges until COLABR8 bars the SIM.

7.13 Where a handset is funded or subsidised, the Customer must repay the unrecovered funding shown in the Order if the Service ends before its Minimum Term.

7.14 The Customer may request a PAC or STAC to switch provider. Early termination charges remain payable when a number ports out during the Minimum Term.

7.15 The devices remain the property of COLABR8 until the contract tis fulfilled, unless paid for upfront by the customer

8. Term, end of contract, suspension and termination

8.1 Minimum Term. Each Service has the Minimum Term in the Order, or 36 months if none is stated. For a Customer with 10 or fewer employees, the Minimum Term for phone and broadband Services is no more than 24 months, unless otherwise agreed

8.2 End of contract. COLABR8 will send the Customer an end-of-contract notice before each Minimum Term ends, with its best available prices. After the Minimum Term, each Service continues month to month at the current charges until ended. It does not renew into a new Minimum Term without the Customer's agreement.

8.3 Notice to end. After the Minimum Term, the Customer may end a Service by giving written notice of 30 days (Protected Customers) or 90 days (all other Customers).

8.4 Early termination. If a Service ends during its Minimum Term, other than under clause 4.6 or because of COLABR8's material breach, the Customer must pay the early termination charges in Schedule 2. This includes where the Customer ports a number or moves the Service to another provider.

8.5 Suspension. COLABR8 may suspend some or all Services, with notice where practical, if:

• any sum is overdue by more than 14 days;
• clause 6.4 applies (suspected fraud or security threat);
• a Supplier, Ofcom, the police or a court requires it; or
• the Customer materially breaches the Agreement.

Charges continue during suspension, and a reconnection fee may apply.

8.6 COLABR8 may end the Agreement or any Service at once by written notice if the Customer:

• fails to pay any sum within 14 days of a written reminder;
• materially breaches the Agreement and does not remedy it within 14 days of notice;
• becomes insolvent, enters administration, liquidation, receivership or sequestration, or stops trading.

8.7 If a Supplier permanently withdraws a product and no reasonable alternative exists, COLABR8 may end the affected Service on the notice it receives, without early termination charges to either party.

8.8 On termination: all unpaid charges and any early termination charges become due at once, and the Customer must return rented or loaned Equipment. Clauses 4, 6.1, 8.4, 8.8, 9, 10 and 11 survive termination.

9. Limitation of liability

9.1 Nothing in this Agreement limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or anything else that cannot be limited by law. Nothing limits the Customer's duty to pay charges.

9.2 Subject to clause 9.1, COLABR8 is not liable, whether in contract, delict (including negligence), breach of statutory duty or otherwise, for:

• loss of profit, revenue, business, contracts, goodwill or anticipated savings;
• loss or corruption of data;
• any failure or delay caused by a Supplier, Openreach, a power failure, the internet, or the Customer's own equipment or network;
• failure of emergency calls for the reasons in clause 7.4;
• any indirect or consequential loss.

9.3 Subject to clauses 9.1 and 9.2, COLABR8's total liability in any 12-month period is limited to the charges paid by the Customer for the affected Service in the previous 12 months.

9.4 COLABR8 is not liable for failure or delay caused by events outside its reasonable control, including Supplier failures, cable cuts, power outages, cyber attacks, severe weather, pandemic, industrial action, or government or regulatory action.

9.5 The Customer will reimburse COLABR8 for any charges, fines or reasonable costs it incurs because of the Customer's breach of clause 5 or 6, including Supplier charges for misuse.

9.6 The Customer must notify COLABR8 in writing of any claim within 6 months of becoming aware of it.

9.7 The Customer agrees these limits are reasonable, taking into account the charges, COLABR8's reliance on its Suppliers, and the Customer's ability to insure its own business risks.

10. Data protection and confidentiality

10.1 Each party will comply with the UK GDPR, the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations 2003. COLABR8 processes personal data about the Customer's staff and users as set out in its privacy notice, to provide, bill and support the Services and prevent fraud.

10.2 The Customer agrees that COLABR8 may share this data with its Suppliers, Openreach, credit reference agencies, number porting and emergency services databases, and with regulators or the police where the law requires.

10.3 The Customer must ensure its staff and users are told how their data is used, and has a lawful basis to share it with COLABR8.

10.4 COLABR8 and its Suppliers may record and monitor calls to support and sales lines for training, quality and proof of orders.

10.5 Each party will keep the other's confidential information confidential and use it only for the Agreement. This does not cover information that is public, already known, or that must be disclosed by law, Ofcom or a Supplier. COLABR8's pricing is its confidential information.

11. Complaints, disputes and general terms

11.1 Complaints. Complaints should be sent to complaints@colabr8.co.uk or to COLABR8's registered office. COLABR8 will handle them under its published complaints code, acknowledge them within 5 Business Days, and aim to resolve them within 8 weeks.

11.2 ADR. COLABR8 is a member of Ombudsman Services: Communications / CISAS] (membership no. C35HERM01). If a complaint is not resolved within 8 weeks, or COLABR8 issues a deadlock letter, an eligible microenterprise Customer may refer it to that scheme free of charge.

11.3 Changes to these Terms. Clause 4.6 applies to any change to these Terms, including the one month's notice and the Customer's right to exit where a change is not to its benefit.

11.4 Other disputes. Before going to court, senior managers of both parties will try in good faith to settle a dispute within 20 Business Days. This does not stop COLABR8 recovering unpaid charges or either party seeking urgent interim orders.

11.5 Assignation. COLABR8 may assign or subcontract its rights and obligations, including to a Supplier or a purchaser of its business. The Customer may not assign without COLABR8's written consent.

11.6 Entire agreement. The Agreement is the whole agreement about its subject. The Customer has not relied on any statement not in it, but this does not limit liability for fraud. The Customer's own purchase terms do not apply.

11.7 Notices. Notices must be in writing to the other party's registered office or nominated email address. Email notices are received on the next Business Day.

11.8 If any provision is invalid, the rest stays in force. A delay in enforcing a right is not a waiver. No third party may enforce the Agreement, including under the Contract (Third Party Rights) (Scotland) Act 2017. The Agreement may be signed electronically.

11.9 Governing law. The Agreement and any dispute arising from it are governed by the law of Scotland, and the Scottish courts have exclusive jurisdiction, subject to clause 11.2.

Schedule 1: Order form — key fields

Schedule 2: Early termination charges (clause 8.4)

Early termination charge per Service = monthly recurring charge × months remaining in the Minimum Term, plus any Supplier cease or early termination charges, plus any unrecovered handset, installation or connection funding.

COLABR8 will deduct any costs it saves because the Service ends early (for example, Supplier rental that stops).

Example: a mobile SIM at £15 a month with 18 months of its Minimum Term left and no funding gives £15 × 18 = £270, less any saved Supplier cost.