Moorsweb Terms & Conditions

The document available for download at the bottom of this page is the latest version of Moorsweb's Terms & Conditions.


Moorsweb reserves the right to update this document as necessary. Updates are usually reviewed in the Moors Web Link AGM and at committee meetings.


A selection of key sections is given on this page for member's convenience.

Customer Service and Customer's Rights

Moorsweb undertakes to supply, install and commission the internet service in accordance with the provisions of the Agreement and Terms & Conditions and in accordance at all times with the standards expected of a reasonable and prudent company supplying the same or similar services within the telecommunications industry providing a community internet network.


However it must be understood that this is a community internet network provided on a "best efforts" basis and NOT a purely commercial service such as that provided by Openreach, TalkTalk, BT, AOL,Virgin, Sky, EE, O2, Vodafone, Plusnet and many other Internet Service Providers (ISPs).


Secondly it must be noted that this is a combined fibre and wireless internet network not a telephone line or satellite based service. Moorsweb is a Wireless ISP (WISP).


One crucial point relating to the fact that Moorsweb is NOT a commercial service, is that

 

Moorsweb cannot provide a guaranteed service level. 

 

This is because there are too many aspects of our service which are out of our direct control.  As a community based service, we are reliant on members of our community to help us provide this service by hosting equipment on their properties, and permitting us access to their properties when needed for maintenance & repair.  The service is not-for-profit.  It is run at cost.  The costs include the helpdesk, the backhaul rentals & paying someone on a part time basis to run it and support it. 

Therefore the service is provided on a best efforts basis and the monthly subscription is due whether we have a perfect service or downtime. 

 

Moorsweb does recognise that network downtime can be a major cause of member dissatisfaction and Moorsweb has every incentive to fix things quickly and keep them fixed as every outage causes more support work.


Nevetheless, in the past year, our downtime has been less than 2%.
See the section on help desk and technical support for further information.

 

 

Termination

Moorsweb has no minimum term.  A connection fee is charged to cover set up costs and then Moorsweb focuses on providing a quality service such that members are not inclined to leave.


Where members do wish to terminate their internet service or leave for whatever reason, subscriptions may be cancelled with just one months notice.  Please just email or phone Barry Sunley.  Contact details are given on the "contact us" page.


The Moors Web Link committee and Moorsweb reserve the right to terminate your internet service by providing 1 months notice of termination of service by either written letter or by email. Proof of sending is sufficient. Failure of your email service to provide your email by any means is your responsibility, not Moorsweb’s responsibility, and does not affect this termination period.

 

Payment for Internet Service

Payment by Direct Debit (DD) is a condition of Moorsweb membership because it aids us in keeping our operating overheads down and therefore the costs to subscribing members.  Any deviation from this requirement must be individually negotiated and agreed in writing.   Setting up a new DD will usually be done by the subscriber on-line (difficult without access to an existing internet connection but one is usually available somewhere at a friend’s or at work).  Alternatively if necessary, a DD may be set up with a traditional paper form.  In special circumstances, a manual payment service may be available at an additional fee of £10 per month +VAT.


The subscriber will be asked to complete a Direct Debit (DD) instruction BEFORE installation although NO DD payment will be requested until after the installation is completed.

 

Consequential Losses

Moorsweb, Moors Web Link, its committee members, ordinary members, operator, contactors, sub-contractors, and anyone else associated with providing the service  will not be held liable for any consequential losses as a result of downtime of the service.

Moorsweb Terms & Conditions document - latest version for download

Moorsweb Terms and conditions v30 dated 28th Feb 2017
Moorsweb Terms and Conditions 30 - Premi[...]
Microsoft Word document [32.7 KB]