Locheilnet – Terms & Conditions for Broadband Internet Service

The Board of Locheilnet CIC aims to ensure that our customer service is the very best.

We also expect customers to treat our staff and contractors with respect.

Abusive behaviour by customers will not be tolerated and we reserve the right to withdraw our serve in any such instance.

1)       The Service:

Locheilnet CIC provides a broadband wireless local area network covering the West side of Loch Linnhe, both sides of Loch Eil, Glenfinnan, and from Banavie to the wider Achnacarry/Bunarkaig/Clunes area, including Gairlochy and communities along the A82. Currently the maximum speed for Locheilnet CIC subscribers is 30Mbps. Locheilnet cannot guarantee minimum service speeds as this depends on location, weather conditions, atmospheric conditions, the age of customer devices used to connect, the number of devices connected at the same time, data transfer by other subscribers and total demand at any moment in time.

2)       Connection Costs:

The standard connection fee covers the work and materials required for a ‘normal’ installation. Connections requiring significantly more than the usual amount of labour or equipment will be subject to quotation.  A Subscription Application Form is required and a Direct Debit Mandate needs to be in place and these terms and conditions agreed to before installation can take place.  Instructions to set up your Direct Debit will be sent to you shortly after we receive the completed subscription form.  No moneys will be taken if we cannot connect you.  If retrieval of payment fails, our service may be suspended without warning as per (8) below.

3)       Scope of supply:

a) Locheilnet will provide the necessary external antennae, relays and cabling to connect a single location within the premises to the Locheilnet service. Where subscribers elect to use their own distribution equipment, cabling or router(s) within the premises it is their responsibility to ensure compatibility with Locheilnet’s service, and to maintain such equipment. Locheilnet will locate the antenna in the best location giving optimum line of sight to the transmitting antenna and Locheilnet requires subscribers to take all reasonable action to maintain this line of sight both themselves and with neighbours etc… Locheilnet cannot be responsible for obstructions placed within the line of sight that are outwith Locheilnet’s control.

b) Locheilnet’s service is to one single location unless otherwise agreed at the time of application and subject to additional costs.

4)       Hosting of relays:

Locheilnet requires all subscribers to agree, when asked, to host a relay antenna (this being a second antenna which transmits the broadband signal onwards to other subscriber(s)). The cost of the electricity required to power the relay will be refunded at cost. There will be a duty on the subscriber to take all reasonable steps to prevent interruption to the operation of the relay through loss of electricity supply, blocking of lines of sight or other such occurrence that could be within the subscriber’s control.  In case of planned works which include a power interruption, 1 week notice should be given in writing (by e-mail or letter to Locheilnet) in order to allow Locheilnet to warn other users of the interruption of the service.  For unplanned interruptions, a phone call/ e-mail to the support team within the shortest time possible after the disruption will suffice.

5)       Subscription:

Subscription to the service is payable monthly in advance by direct debit.

The period from the date of connection to the first standing order payment will be added pro-rata to the connection fee and be part of the first payment taken.  If retrieval of payment fails, our service may be suspended without warning as per (8) below.
The contract is for the duration of 1 year (12 months).

6)       Alteration to Subscription:

Locheilnet CIC may alter the monthly subscription at any time, and will give one month’s notice of such a change to all subscribers.

7)       Termination by Subscriber:

Subscribers are required to give one month’s notice to terminate their service. In this event Locheilnet must be given the opportunity to remove the external equipment from the property. This will be done with due care and consideration but Locheilnet is not liable to carry out any reparations to reinstate the property to its pre-installed condition.
An early termination fee will be charged at for each complete month remaining on the contract.
Should a subscriber wish to re-connect to Locheilnet, a re-connection fee will apply.

8)       Suspension or Termination by Locheilnet CIC:

Locheilnet CIC may suspend or terminate the service to an individual subscriber immediately and without notice if the service is misused in any of the following ways:

a)        Use without payment

b)        Fraudulent use, or use in connection with a criminal offence

c)        Transfer of any material that is obscene, indecent, offensive, menacing, abusive, or defamatory

d)        Transfer of any material in breach of copyright, privacy or other rights

e)        Sending unsolicited advertising or promotional material (known as ‘spam’)

f)         Sending any material that may damage data, software or hardware ( known as ‘viruses’)

Locheilnet also reserve the right to terminate the service to any subscriber(s), without reason, by giving one month’s notice.

9)       Fair Use Policy:

There is no monthly download limit, but as all Locheilnet CIC subscribers share a finite bandwidth, a ‘Fair Use Policy’ is in force.  Individual monthly download is monitored, and any subscriber who repeatedly downloads substantially more than average will firstly be asked to limit their use, but if they continue to download excessively their service may be suspended.

10)     Disconnection:

In the event that a subscriber is disconnected for reasons of misuse or non-payment as described in (8) above, Locheilnet may, at the request of the subscriber and at Locheilnet’s sole discretion, re-connect the subscriber in which event a re-connection fee will apply. Locheilnet will not be liable for payment of any compensation following disconnection of a subscriber.

11)     Faults and Maintenance:

a)        The service cannot be guaranteed, but Locheilnet CIC will make best efforts to ensure that faults on its own network or on its suppliers’ networks are rectified as soon as possible.   Where possible, notice will be given if any maintenance work will result in temporary loss of service.

b)        Subscribers are responsible for their household antenna and associated equipment.  If either is damaged in any way the subscriber may be required to pay the cost of repair or replacement. Antennae and cables shall remain the property of Locheilnet.

c)        Any subscriber whose subscription payments become overdue will immediately cease to be entitled to any service support.

d)        Subscribers who experience faults or issues with their connection or service should, in the first instance, follow the instructions in the Locheilnet Trouble-shooting Guide available for download from the support page on our website at www.locheilnet.co.uk.  Should this fail to resolve the issue then a message should be sent to support@locheilnet.co.uk or 01397 313013 (24hr automated service). Locheilnet will respond at the earliest opportunity and if necessary a technician will visit the premises. In this event, should any fault prove to have arisen through actions/inactions  on the part of the subscriber or other factors outwith the control of Locheilnet then a call out charge may be applied.

e)        Where Locheilnet supplies a router this will be guaranteed and maintained against faulty workmanship and component failure at Locheilnet’s expense for a period of one year from connection. After one year Locheilnet will charge a call-out   fee to supply and fit a replacement router, together with the cost of the router, should this be required.

 Should replacement, re-cabling or re-booting of the router be required within twelve months and the cause of the failure is due to the subscriber, or within the subscriber’s power to prevent such failure then a call out fee together with the cost of  new router, if appropriate, will be charged for.

12)     Liability:

a)        The Internet is separate from the service and Locheilnet CIC will accept no responsibility for goods, services, information, software, or other materials obtained when using the Internet.

b)        Locheilnet CIC has no liability of any sort for the acts or omissions of other providers of telecommunication services or for faults or failures of their networks and equipment.

c)        Locheilnet CIC has no liability for any loss of revenue due to faults or loss of service.

d)        Locheilnet CIC has no liability for any of the following losses or damage (whether or not such losses or damage were foreseen, direct, foreseeable, known or otherwise):

i)         Opportunity

ii)        Goodwill

iii)       Reputation

iv)       Business

v)        Revenue

vi)       Profit

vii)      Savings

viii)     Loss, damage or corruption of data

e)       Locheilnet has no liability for damage to property or persons arising from the installation of the necessary hardware, whether during the actual installation works or thereafter.

13)     Force Majeure:

If either party is unable to perform any obligation under this Agreement due to circumstances beyond their reasonable control (including but not in any way limited to lightning, flood, severe weather, fire, explosion, war, civil disorder, industrial disputes) they will have no liability to the other for that failure to perform.

14)     Locheilnet reserves the right to amend these Terms & Conditions from time to time without notice and at our discretion.

15)     This Agreement is made under Scottish Law.

These terms and conditions were last updated on 12/03/2017 and replace all previous terms and conditions for Locheilnet.