Pine Media logo Pine Media

Terms of Service

These Terms of Service ("Terms") set out the agreement between Pine Media ("we", "us") and the customer ("you") for the provision and use of our broadband and associated services ("Services"). By ordering or using the Services you agree to be bound by these Terms.

1. Definitions

Equipment means any router, ONT, WiFi device or related hardware we supply or lease. Network means the electronic communications network used to deliver the Services. Other capitalised terms have meanings given in context.

2. Service Scope

We provide fixed broadband access and related features (e.g. static IP, enhanced WiFi, add‑ons) as described in your plan. Ancillary services (voice, security, managed WiFi) may have additional terms.

3. Ordering & Activation

Orders are accepted subject to network availability and validation checks. Activation dates are estimates. We will notify you of material delays. Installation requirements (power, cabling, internal access) must be satisfied for activation.

4. Acceptable Use

You must not use the Services to: (a) violate law or regulation; (b) infringe intellectual property; (c) transmit malware, spam or harmful code; (d) attempt unauthorised access; (e) degrade network performance for others. We may apply proportionate traffic management to preserve overall quality.

5. Customer Obligations

  • Provide accurate information and keep contact details current.
  • Reasonably protect login credentials and notify us of suspected compromise.
  • Allow necessary access for installation, maintenance or recovery of Equipment.
  • Use Equipment per manufacturer and our guidelines; do not modify firmware without consent.

6. Availability & Maintenance

We target high availability but do not guarantee uninterrupted service. Planned maintenance will be scheduled to minimise impact and, where feasible, communicated in advance.

7. Speeds & Performance

Advertised speeds are achievable access line rates under optimal conditions. Actual throughput may vary due to contention, WiFi environment, device limitations or external networks. We monitor performance and aim for consistent quality.

8. Fees & Payment

Fees are payable in accordance with your selected plan and any published pricing. Recurring charges are invoiced in advance. Failure to pay may result in suspension or termination. We may adjust pricing with at least 30 days notice (unless mandated by external cost changes or regulatory requirements).

9. Equipment

Equipment supplied remains our property unless expressly sold. You must return (or make available for collection) Equipment in reasonable condition upon cancellation, otherwise non-return or damage charges may apply.

10. Intellectual Property

All intellectual property in the Network, software, portal and documentation remains ours or our licensors'. Limited non-transferable rights are granted solely to use the Services for lawful purposes.

11. Privacy & Data

Processing of personal data is governed by our Privacy Policy. By using the Services you acknowledge that policy.

12. Suspension

We may suspend Services (with notice where practical) for: security threats, suspected fraud/abuse, breach of these Terms, required maintenance, or legal/regulatory instruction.

13. Termination

Either party may terminate on written notice if the other materially breaches these Terms and fails to remedy within a reasonable cure period, or if insolvency/cessation events occur. You may have statutory cooling-off or minimum term rights; these are not limited by this clause.

14. Liability

Nothing excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded by law. Subject to that, we are not liable for indirect, consequential or purely economic losses. Our aggregate liability for all claims in a 12‑month period shall not exceed the fees paid by you for the Services during that period.

15. Indemnity

You indemnify us against third-party claims arising from misuse of the Services, breach of these Terms, or infringement resulting from your content or instructions (except where caused by our negligence).

16. Changes to Service / Terms

We may modify the Services or these Terms to reflect improvements, security updates, legal or regulatory changes. Material detriments will be communicated with reasonable notice and you may have a right to cancel before the change takes effect.

17. Force Majeure

Neither party is liable for delay or failure caused by events beyond reasonable control (including natural disasters, acts of government, labour disputes, widespread outages) provided reasonable mitigation efforts are taken.

18. Governing Law

These Terms and any dispute or claim (including non-contractual) shall be governed by and construed in accordance with the laws of England and Wales. Courts of that jurisdiction shall have exclusive jurisdiction, subject to any applicable consumer protection exceptions.

19. Contact

For questions relating to these Terms please contact our support team through the published channels.

Last Updated: 12 February 2026

If any provision is held unenforceable the remaining provisions remain in effect.