The terms that apply to services supplied by 2ft Limited. Please read these alongside your order, quotation, service schedule and any service-specific terms.
These terms apply to connectivity, fixed and wireless services, fibre, 4G/5G, Voice over IP, web design, hosting, email, domains, support and other services supplied by 2ft Limited. Your accepted quotation, order form, service schedule or written agreement forms part of the contract. If a service-specific agreement expressly conflicts with these general terms, the service-specific agreement takes priority for that service.
An order becomes binding when we accept it in writing, begin provisioning the service, or otherwise confirm acceptance. Estimated activation, installation, migration or completion dates are targets unless expressly agreed as guaranteed in writing. You are responsible for providing accurate information, suitable access, permissions, power, equipment and cooperation reasonably required to deliver the service.
Unless otherwise agreed by 2ft Limited in writing, all invoices are due for payment immediately upon receipt. Recurring services may be billed in advance and usage, call charges, excess usage, third-party charges and one-off work may be billed in arrears. Invoices must be paid in full, without deduction, set-off or withholding, by the due date stated on the invoice.
Where an invoice is not paid when due, 2ft Limited may apply a late payment charge of the greater of £10 or 10% of the outstanding invoice value, where permitted by applicable law and the applicable customer agreement. We reserve any additional rights available to us in relation to late commercial payments, including statutory interest, compensation and reasonable recovery costs where applicable.
Returned or failed Direct Debits: Where a Direct Debit payment is returned, rejected, fails, bounces or is otherwise unpaid, a £35 administration fee will be added to the account for each failed payment. This charge is separate from any late payment charge, statutory interest, compensation or recovery costs that may also apply.
If any amount remains overdue, we may suspend, restrict or withdraw any or all services supplied to you until all outstanding invoices, charges and other sums due have been paid in full. Where reasonably practicable, we will provide notice before suspension. Suspension for non-payment does not cancel the service, end a minimum term or notice period, or remove your obligation to pay charges which continue to fall due under the contract. Reasonable reconnection or restoration charges may apply where notified to you.
If you believe an invoice is incorrect, you must contact us promptly. Raising a billing query does not automatically suspend the payment obligation for amounts that are not genuinely disputed.
Payments for services are non-refundable once paid, including setup, activation, installation, design, development, hosting, email, domain, connectivity and recurring service charges, except where a refund or other remedy is required by applicable law or expressly agreed by us in writing. A cancellation, downgrade, non-use of a service, change of mind or failure to use available capacity does not itself create a right to a refund or account credit.
Where we agree that a billing error has occurred, we may correct the account by credit, adjustment or refund as appropriate and as permitted by law.
Unless your service schedule states a longer minimum term or different notice requirement, all services require at least 90 days' written notice to cancel. Notice may be given before the end of a minimum term, but cancellation will not take effect before both the applicable minimum term and the 90-day notice period have been satisfied. Charges remain payable throughout the notice period.
Cancellation requests must clearly identify the customer and service to be cancelled and should be sent through our support channel or to support@2ft.co.uk. Stopping a Direct Debit, cancelling a card authority, transferring a domain, disconnecting equipment or simply ceasing to use a service does not constitute notice of cancellation.
Some services may have a minimum commitment because of installation, hardware, wholesale carrier or other committed costs. Any minimum term will be shown on the quotation, order or service schedule. If you request termination before that commitment ends, amounts properly due under the applicable agreement, including committed third-party or termination charges, remain payable subject to applicable law.
Speeds, radio performance, mobile coverage, latency and throughput may vary with location, network conditions, contention, third-party networks, equipment and other factors outside our reasonable control. Unless a specific service level is stated in writing, descriptions of speed or availability are not guarantees. We may carry out maintenance, emergency work, network changes and security measures where reasonably required.
Voice over IP depends on working power and internet connectivity. Customers are responsible for maintaining appropriate resilience where telephone availability is business-critical. Features, number presentation and emergency calling behaviour can differ from traditional telephone services; any service-specific limitations notified to you form part of the service.
You are responsible for the legality, accuracy, security and rights to content you provide. We may take reasonable action to protect our systems and other customers from abuse, malware, spam, excessive resource use or security threats. Domain names and third-party licences remain subject to the relevant registry or supplier rules and renewal charges.
Unless expressly transferred in writing, our pre-existing code, systems, tools, frameworks, know-how and reusable components remain ours. Rights in bespoke deliverables are governed by the relevant quotation or project agreement and are subject to payment in full.
You must use services lawfully and must not use them to infringe rights, send unlawful or unsolicited communications, compromise systems, distribute malicious material or interfere with networks or other users. You are responsible for your users, credentials, local networks, devices and backups unless we have expressly agreed to manage them.
We take reasonable technical and organisational measures appropriate to the services we provide, but no internet or communications service can be guaranteed completely secure. Customers remain responsible for maintaining appropriate backups, access controls and business continuity arrangements unless these are expressly included in the service.
Some services depend on carriers, data centres, registries, cloud platforms, software vendors and other suppliers. Their terms, technical limitations, planned maintenance and changes may affect the service. We may replace an underlying supplier or technology where reasonably necessary while seeking to maintain materially equivalent service.
Nothing in these terms excludes liability which cannot legally be excluded. Subject to that, neither party is liable to the other for indirect or consequential loss, loss of profit, revenue, anticipated savings, goodwill or business opportunity arising from the service. Any service-specific liability cap or service credit regime stated in an accepted quotation, order or service schedule applies to that service.
We may suspend or terminate a service where reasonably necessary because of non-payment, material breach, unlawful use, security risk, abuse, risk to our network or suppliers, or where an underlying service is withdrawn and no reasonable alternative is available. Where appropriate we will give reasonable notice and an opportunity to remedy a breach.
We may update these general terms for future orders and renewals. For an existing service, material contractual changes will be handled in accordance with the applicable agreement and any legal notice requirements.
Neither party is responsible for delay or failure caused by events beyond its reasonable control, including failures of upstream networks, utilities or carriers, natural events, civil emergencies, industrial action, cyber incidents not caused by a failure to take reasonable precautions, or acts of government.
Unless otherwise agreed in writing, contracts with 2ft Limited are governed by the laws of England and Wales and the courts of England and Wales have jurisdiction, subject to any mandatory rights that apply to a customer.
Service and cancellation notices should be sent to support@2ft.co.uk or through our support service. Our registered office is Hilton Hall, Hilton Lane, Essington WV11 2BQ. Our trading and correspondence address is 2 Copenhagen St, Worcester WR1 2HB. Our support telephone number is 0330 229 7050.