Master Terms & Conditions
These Master Terms and Conditions set out the basis on which Alliance Connectivity Ltd provides business telecommunications, connectivity, VoIP, and payment hardware services.
Definitions and General
These Master Terms and Conditions (“Agreement”) set out the basis on which Alliance Connectivity Ltd (“Alliance Connectivity”, “we”, “us” or “our”) will provide business telecommunications, connectivity and payment hardware services to the customer (“you” or “your”).
These Terms apply to any services purchased from Alliance Connectivity, including Business Mobile, VoIP Phone Systems, Payment Hardware and Business Broadband. The specific services provided to you, together with the applicable charges, service specifications and any service-specific provisions, will be set out in your order, quotation, service agreement or price plan (“Contract”).
- 1.2: Where a Contract contains service-specific terms that differ from these Master Terms and Conditions, the Contract will apply to the extent of that specific difference.
- 1.3: These Terms apply to all Services supplied by Alliance Connectivity unless expressly stated otherwise in writing.
Services
2.1: Alliance Connectivity may provide one or more of the following Services:
Business Mobile
Voice, text, data connectivity and hardware across leading UK carriers.
VoIP Phone Systems
Cloud voice communications, handset hardware, and softphone apps.
Business Broadband
High-speed broadband connectivity up to 1,000 Mbps and hardware modems.
Merchant & Payment Hardware
Card terminals, online portals, payment links, and account management.
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2.2: The specific Services supplied to you, together with any applicable service specifications, packages, pricing and options, will be set out in your Contract.
2.3: Alliance Connectivity may use third-party network providers, infrastructure providers and other suppliers to deliver the Services.
2.4: Because certain Services rely on third-party networks and infrastructure, Alliance Connectivity cannot guarantee continuous, uninterrupted or fault-free service.
2.5: You are responsible for ensuring that any equipment (not supplied by Alliance Connectivity) used in connection with the Services is compatible and suitable for use with the relevant Service.
2.6: Services are intended for business use unless otherwise agreed in writing.
2.7: You must not resell or share a Service outside your organisation without Alliance Connectivity's prior written consent.
Service Activation and Contract Term
24-Month Standard Contract Term
Unless otherwise agreed in writing, all Services commence on the Start Date with a minimum commitment of 24 months, automatically transitioning to a rolling monthly term thereafter.
3.1: The applicable Service will commence on the Start Date notified to you.
3.2: Unless otherwise agreed in writing, the minimum contract term for the Services is 24 months.
3.3: At the end of the applicable minimum contract term, the Agreement will continue on a rolling monthly basis unless:
- you enter into a new or upgraded contract with Alliance Connectivity; or
- the Service is terminated in accordance with this Agreement.
3.4: For Mobile, VoIP and Broadband Services, the Service operates from the first day to the last day of each calendar month.
3.5: Where a Service has a different contract term or commencement arrangement, this will be stated in the applicable Contract.
Service Levels and Support
Alliance Connectivity aims to provide reliable and consistent Services. Service levels and target times vary according to the Service and, where applicable, the underlying network provider. Unless expressly stated otherwise in your Contract, all service levels are targets and not guaranteed restoration or completion times.
4.1 Customer Support Hours
4.2 Business Mobile Target Times
Activations during peak periods may roll to next working day.
Requests after 4pm/weekends take up to 2 working days.
Standard completion within minutes, max 24 hours.
4.3 Mobile Network Availability & Live Checkers
Alliance Connectivity may provide Mobile Services using third-party networks including O2, Three, EE and Vodafone. Network availability varies according to location.
Nearly 99% UK population coverage with 3G/4G indoor & outdoor. 5G rapidly expanding to 77%+ of the UK population.
99% outdoor 4G population coverage in the UK, and 5G network coverage reaching over 60% of the population.
Most extensive UK network coverage: 4G/2G reaching 99% population and 86% landmass. 5G covers over 87% population.
Over 99% 4G coverage in UK homes, with expanding 5G network footprint across hundreds of UK towns and cities.
4.6 & 4.7 Broadband SLA Care Levels
Fault response and resolution times depend on the network provider and care package associated with your Service. Times are measured in working hours (excluding weekends & bank holidays).
BT & Vodafone Broadband SLA
Working HoursSky Broadband SLA
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4.8: Alliance Connectivity will use reasonable efforts to meet the service levels and target times described in this Agreement, but they are not guarantees unless expressly stated as contractual guarantees in your Contract.
4.9: If a fault persists beyond the applicable SLA target, Alliance Connectivity will liaise with the relevant provider to expedite resolution and will keep you updated where appropriate.
Broadband Service Specifications
Up to 1,000 Mbps
Download speeds up to 1,000 Mbps and upload speeds up to 115 Mbps depending on exchange capabilities and line conditions.
5.1: Where you purchase a Business Broadband Service, Alliance Connectivity will provide broadband connectivity with speeds of up to 1,000 Mbps download and 115 Mbps upload, unless otherwise stated in your Contract.
5.2: Actual speeds may vary depending on network conditions, line quality, equipment performance and other factors.
5.3: You are responsible for providing suitable power, cabling and internal network configuration required for the Service.
5.4: You must ensure that your internal network and IT equipment are compatible with the Broadband Service.
Installation and Equipment
Important: Missed Appointment Charge (£150.00 + VAT)
6.2: Once an installation date has been proposed by Alliance Connectivity and confirmed by the customer, if the installation doesn't proceed on the agreed date due to the customer, then a £150.00 + VAT missed appointment charge will be issued by Alliance Connectivity to the customer.
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6.1: Where applicable, Alliance Connectivity will arrange installation and activation of the Service at your premises.
6.3: Any equipment supplied by Alliance Connectivity, including routers or modems, remains the property of Alliance Connectivity unless otherwise stated in writing.
6.4: You must take reasonable care of all equipment supplied by Alliance Connectivity.
6.5: Upon termination of the relevant Service, you must return any equipment belonging to Alliance Connectivity where requested.
6.6: Equipment must be returned in good condition, subject to reasonable wear and tear.
6.7: Where equipment is not returned within the required period, Alliance Connectivity may charge the applicable replacement cost. If payment is made for non-returned equipment, this payment is not refundable if the equipment is later found.
Customer Responsibilities
7.1: You agree to uphold the following operational and security commitments:
7.2: You remain responsible for the security and configuration of your own internal systems, equipment, network and connections except to the extent expressly provided by Alliance Connectivity.
Charges and Payment
Due within 7 days of the invoice date.
Added directly to the next monthly invoice.
30 days' advance written notice provided.
8.1: Charges for the Services are set out in your Contract, quotation, invoice or applicable price plan.
8.2: Unless otherwise stated, prices are exclusive of VAT.
8.3 Pricing for Changes to Agreed Services: Our pricing is calculated based on the number and combination of services agreed at the time of booking. If a customer initially commits to multiple services but later cancels 1 or more before they begin, the price of the remaining service/s may be revised. This is because the original price reflects the overall value and volume of the services agreed. Once the scope is reduced, the remaining service may need to be repriced to reflect the revised level of business.
8.4 For All Services: Monthly charges are due in advance, and usage-based charges are billed in arrears.
8.5: Payment for All Invoiced Services must be made by Direct Debit within 7 days of the invoice date.
8.6: You must ensure that the account we debit the funds from is still open, the direct debit mandate is live and sufficient funds are available on the applicable payment date.
8.7: For All Services, a missed payment will incur a charge of 10% of the total amount per missed invoice total; this charge will be added to the next monthly invoice.
8.8 Suspension & Termination: Alliance Connectivity reserves the right to suspend or terminate any Service where payment is not received when due, including where a Direct Debit is returned or cancelled. Advanced written warning from Alliance Connectivity regarding the suspension or termination is not required. Monthly charges will accrue during suspension/termination until the full outstanding balance is cleared.
8.9 Price Changes: Alliance Connectivity may adjust pricing during the contract period in line with the Retail Price Index (RPI) or another applicable inflationary measure, provided that at least 30 days' written notice is given.
Maintenance and Network Availability
9.1: Alliance Connectivity aims to provide reliable and high-quality Services.
9.2: Planned maintenance, upgrades or work carried out by Alliance Connectivity or third-party providers may occasionally affect the Services.
9.3: Where reasonably possible, Alliance Connectivity will provide prior notice of planned maintenance that is expected to affect the Services.
9.4: Alliance Connectivity is not responsible for interruptions, delays or degradation of Services caused by power failures, third-party network or infrastructure issues, internal wiring/equipment damage, conditions outside reasonable control, or Force Majeure events.
Data Protection and Privacy
10.1: Alliance Connectivity processes personal data in accordance with the UK GDPR and the Data Protection Act 2018.
10.2: Further details regarding how personal data is collected, used and protected are set out in our Privacy Policy.
View Alliance Privacy PolicyLimitation of Liability
11.1: Nothing in this Agreement limits or excludes Alliance Connectivity's liability for death or personal injury caused by its negligence, or for fraud.
11.2: Alliance Connectivity is not liable for service interruptions, delays or failures caused by factors beyond its reasonable control.
11.3: Alliance Connectivity shall not be liable for any indirect, consequential or economic loss, including loss of profits, revenue, or data.
11.4 Liability Cap: Subject to clause 11.1, Alliance Connectivity's total aggregate liability in any 12-month period shall not exceed the total Service fees paid by you during that period.
Termination & Early Exit
Remaining Monthly Fees + 10% Surcharge
Unless otherwise stated in your Service Order, if you terminate a Service before the end of its minimum contract term, the early termination charge will equal the total of the remaining monthly fees for the unexpired portion of the minimum contract term, plus 10% of that total value, payable as one upfront amount.
12.1 Termination After Minimum Term: After the applicable minimum contract term, either party may terminate the relevant Service by giving at least 30 days' written notice, unless otherwise agreed in the Contract.
12.2 & 12.4: Early termination charges apply for exits during the minimum term and are payable as an upfront single sum.
12.5: Termination requests must be made in writing or by email and acknowledged by Alliance Connectivity in order to take effect.
12.6 Suspension or Termination by Alliance: Alliance Connectivity may suspend or terminate a Service if you materially breach this Agreement, fail to pay charges when due, use the Service unlawfully/abusiely, or misuse the Service.
12.8 Equipment on Termination: Upon termination, you must return any equipment belonging to Alliance Connectivity within 14 days where requested. If not returned within that period, Alliance Connectivity may charge the applicable replacement cost.
Force Majeure
13.1 & 13.2: Alliance Connectivity is not responsible for delays, interruptions or failures in providing the Services where these are caused by circumstances beyond its reasonable control, including without limitation:
General Terms & Governing Law
14.1: The Services are provided for business use and in accordance with the applicable Contract.
14.2: You must not resell or share the Services outside your organisation without Alliance Connectivity's prior written consent.
14.3: Any service-specific provisions contained within this Agreement apply only to the relevant Service.
14.4: Where there is a conflict between these Master Terms and Conditions and an expressly agreed Contract, the Contract will take precedence to the extent of the conflict.
15.1 & 15.2 Governing Law & Jurisdiction: This Agreement is governed by and construed in accordance with the laws of England and Wales. The parties agree to the exclusive jurisdiction of the courts of England and Wales.
Acceptance & Company Details
By ordering, activating or using any Service supplied by Alliance Connectivity Ltd, you confirm that you have read, understood and agree to these Master Terms and Conditions together with the applicable Contract.
Alliance Connectivity Ltd
Registered in England & Wales