Billing, Pricing Transparency & Mid-Contract Pricing

1. Bill structure#

• Plan fee for the month
• Add-ons (if any)
• One-off charges (e.g. device payment)
• VAT

2. No mid-contract rises#

Ofcom's April 2024 transparency rules require providers to state any in-contract price rise in pounds-and-pence at point of sale. We chose to go further: no in-contract rises at all. The number you sign up at is the number you pay throughout the term.

3. Hard caps#

Every account has a monthly cap. Reached the cap? We throttle the service for the rest of the month - we never silently bill you above the cap. You can disable the cap explicitly if you want.

4. Payment methods & timing#

Direct Debit (preferred), debit/credit card, or business invoice (Net 30). Bills issued on the same day each month with the line items above and a downloadable PDF kept available in your account for 7 years.

5. Missed payments#

If a payment fails we email you and retry after 7 days. We never apply admin fees to personal customers. Persistent unpaid balance after 30 days may result in service suspension after a final reminder; we work with you under our Vulnerable Customers Policy rather than disconnecting where there is hardship.

6. Review & ownership#

Owner: CFO. Reviewed annually.