The contract,in English.
What you agree to. What we agree to. How either of us gets out.
These are the headline terms for residential and business customers of Giant Communications Ltd. They form the Master Service Agreement together with any order confirmation, service schedule, and the policies referenced throughout (Acceptable Use, Privacy, Cookies, Refund, Payments & Invoices, DD Guarantee, Complaints, Vulnerable Customers, Disclaimer, Customer Interaction). Where the order confirmation, service schedule, and this page conflict, the order of precedence is: order confirmation → service schedule → this page → linked policies.
Effective date. Version 2.0.
Material changes to terms require 30 days' notice. If a change is to your material detriment you may terminate the affected service without an early-termination fee (Ofcom General Condition C1.6 + Consumer Rights Act 2015).
Who you're contracting with. In writing.
"You" or "the customer" refers to the person or legal entity named on the order confirmation. "We", "us", "our", or "Giant" refers to Giant Communications Ltd. A binding contract is formed when (a) we accept your order in writing or (b) services are provisioned or activated, whichever is earlier.
What we agree to deliver.
The specific services in scope are listed in the order confirmation. The headline commitments below apply across all our products.
Service level
Each product has a published SLA (uptime target, fix-time, escalation route). SLA breach triggers automatic credit per the product schedule. Best-efforts unless an SLA is stated.
Notification
Planned maintenance: 5 working days' notice. Emergency maintenance: as much notice as practicable. Live status posted to the public service status board.
Compliance
We operate under Ofcom's General Conditions of Entitlement (esp. C1–C7) + the Telecommunications (Security) Act 2021 + Communications Act 2003 + UK consumer law (CRA 2015, CCR 2013).
Pricing
Stated price + VAT (residential inc, business ex). Price changes require minimum 30 days' notice and are limited to once per 12 months per service; if a change is materially detrimental you can exit the affected service free of charge. See /legal/payments-invoices.
Term
Contract terms vary by product — 30-day rolling (mobile, VoIP, numbers) up to 36-month (leased lines). Stated on order confirmation.
Switching
Residential customers benefit from Ofcom's One Touch Switch (in force since 12 Sep 2024). Free port-out, no exit fee penalty if you're at end-of-term.
14-day cooling off. No reason needed.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, residential customers who order online, by phone, or off-premises have 14 days from contract acceptance to cancel without giving a reason or paying an exit fee.
- How long: 14 calendar days from the day after we send your order confirmation (or installation date, if you've asked us to start service earlier in writing).
- How to cancel: Email [email protected] — a single line is enough. Phone or letter also fine. Keep the acknowledgement for your records.
- Refund: Any money paid is refunded within 14 days of you cancelling, to the original payment method.
- If you've asked us to start service early: You may still cancel within 14 days, but you'll pay a reasonable pro-rata charge for the days the service was active. Engineer installation work already carried out is also chargeable at cost.
- Business customers: The statutory 14-day right under the CCR 2013 does not automatically apply (consumer-only). We do offer a 30-day service-quality guarantee on business broadband — see the order confirmation.
How billing works. When you can leave.
Monthly billing via Direct Debit (preferred — covered by the Bacs Direct Debit Guarantee, see /legal/ddguarantee) or card. First bill includes pro-rata charges + any setup fees. Full payment terms are in /legal/payments-invoices.
During your minimum term
- Standard cancellation triggers an early-termination fee — typically the remaining months × monthly rate, capped at the original commitment value.
- Exit without fee if: we make a change to your material detriment (price increase, reduced inclusive allowance, removed feature etc.), or we are in repeated SLA breach (3+ incidents in 6 months on the same service).
- Bereavement, terminal-illness diagnosis, hospitalisation 28+ days, or move into long-term care: early-termination fee waived on application — see /legal/vulnerable-customers.
- Moving home: service moves with you if your new postcode is in coverage; if not, ETF waived.
After your minimum term
- Service continues on rolling 30-day terms unless you tell us otherwise.
- Cancellation: 30 days' notice in writing — free of charge. Self-service in your customer portal.
- One Touch Switch: just sign up with the new provider, they handle the cancel.
- Number ports out: VoIP / landline ports are self-service via the portal; £12 ex VAT submission fee per number applies and is not waived. Mobile ports (PAC) are free.
We do the breaking up. Both ways.
Ofcom's One Touch Switch rules (residential, since 12 September 2024) put the gaining provider in charge of the migration. You sign up with the new ISP; they handle the rest — no need to ring the old one to cancel. Implements General Condition C7.
Switching TO Giant
Place an order with us; we contact your old ISP; service moves without you needing to call anyone. Free.
Switching FROM Giant
Your new ISP contacts us. We confirm and cease your service. No retention pressure. If you're past minimum term, no fee. If still in term, the ETF in your order confirmation applies.
Mobile / number ports
Text PAC to 65075 (mobile) or use portal.giant.net.uk to start a VoIP / landline port. We approve within 1 working day.
Kit ownership and the 999 caveat.
Two important practical points often misunderstood by customers — what happens to the router and what 999 does on VoIP.
Equipment we supply
- Routers, ONTs, ATAs, handsets, and SIM cards we supply remain our property unless explicitly sold to you on the invoice.
- Reasonable wear & tear is fine. Damage, loss, or non-return on termination is charged at replacement cost (typically £60–£180 per router, ATA, or handset).
- You're responsible for keeping equipment safe, securing login credentials, and the activity conducted via your account.
- We won't enter your premises to retrieve kit; we'll send a freepost return label after the service ends.
999 / 112 on VoIP and digital voice
- VoIP / digital voice services depend on broadband and mains power. In a power cut or internet outage, calls — including 999 / 112 — may not work.
- The Battery Back-Up Unit (BBU) is optional. Vulnerable customers can request one under Ofcom General Condition C5; everyone else can buy one — see /legal/vulnerable-customers.
- 999 location accuracy depends on the installation address being current. Keep it accurate in the customer portal.
- VoIP should not be your sole means of emergency communication. Keep a mobile phone with charged battery + UK signal as backup.
Grounds for cutting the line.
The full list of circumstances in which we may suspend or terminate service. Wherever practicable we'll notify you first; some grounds (e.g. legal request, immediate security risk) require immediate action.
- Non-payment — per the timeline in /legal/payments-invoices. Restriction possible after due date; cancellation possible 14 days after invoice issue if unpaid.
- Breach of Acceptable Use Policy — see /legal/acceptable-use. Serious or repeated breaches lead to immediate termination without refund for unused time.
- Abuse of staff — under /legal/customer-interaction, threats or sustained abuse of staff are grounds for immediate termination.
- Fraud, misrepresentation, or sanctions risk — fake ID, stolen card use, false trading information, or use of services that would breach UK sanctions / counter-terrorism law. Immediate suspension, no refund.
- Security or network risk — botnet activity, open relays, DDoS amplification, malware C2 endpoints, or any activity threatening our network or other customers. Immediate suspension; service restored if/when remediated.
- Legal request — court order, warrant, or lawful police / regulator request. We comply as required by law; we'll notify you unless we are legally prohibited from doing so.
- Customer insolvency — entry into administration, liquidation, IVA, or equivalent. Service may be terminated on notice; outstanding sums become immediately due.
- You may terminate — at any time, free of charge, after your minimum term ends, with 30 days' written notice. Inside minimum term, see Section 04.
Networks evolve. Services follow.
The UK telecoms network is mid-transition: copper PSTN is being retired by January 2027, mobile networks are migrating from 2G/3G to 4G/5G, and alt-nets are appearing across the country. We need flexibility to evolve services through that transition.
Our reservation of rights
- We may migrate services to equivalent or better successor technologies (e.g. copper PSTN → digital voice; FTTC → FTTP; 3G → 4G/5G) on at least 30 days' notice, at no charge to you. Any such migration will not extend your minimum term.
- Where an underlying wholesale provider withdraws or materially changes a service (e.g. Openreach PSTN switch-off, mobile host network 3G retirement) we will pass through the change with the maximum notice we receive, never less than 30 days where practicable.
- If a service change is to your material detriment and you do not accept it, you may terminate that service free of charge within 30 days of the change notice (General Condition C1.6).
What we're liable for.
The liability clauses below are deliberate. Nothing here attempts to remove rights you have under the Consumer Rights Act 2015 or any other mandatory consumer protection — those always apply on top.
- What we don't limit (per UCTA 1977 / CRA 2015): Liability for death or personal injury caused by our negligence; our own fraud or fraudulent misrepresentation; any other liability that cannot lawfully be excluded.
- Service outages: SLA credits per the product schedule. For residential broadband and landline, Ofcom's Automatic Compensation Scheme applies — per-day compensation for delayed repairs, missed appointments, and delayed activations. Paid as bill credit within 30 days.
- Consumer customers: Your statutory rights (CRA 2015 — services with reasonable care and skill, products of satisfactory quality and fit for purpose) are not limited by this contract. The product schedule and SLA stack on top of those rights, not in place of them.
- Business customers — direct loss: Our total aggregate liability for direct loss arising from any one event, or series of related events, is capped at the sums paid by you for the affected service in the 12 months immediately preceding the event giving rise to liability.
- Business customers — indirect / consequential loss: We exclude liability for indirect or consequential loss, loss of profit, loss of revenue, loss of goodwill, loss of business opportunity, loss of data, or business interruption, except where caused by our gross negligence or wilful default and capped as above.
- Third-party network failures: Where the cause of an incident is an upstream wholesale provider (Openreach, CityFibre, Netomnia, mobile host network, transit carrier, etc.) we will exhaust the wholesale escalation route and pass on any compensation we receive, but we are not liable beyond the wholesale provider's own liability to us.
- Force majeure: Neither party is liable for delays or failures caused by events beyond reasonable control — including but not limited to acts of god, war, terrorism, civil unrest, mass network outage, severe weather, pandemic, lawful industrial action affecting an upstream supplier, and government action.
- Insurance: Business customers depending on our service for revenue-critical workloads are expected to maintain appropriate business interruption insurance. Our liability above does not substitute for that.
We're the data controller.
Giant Communications Ltd is the data controller for personal data we collect under this contract. We process personal data in accordance with the UK GDPR + the Data Protection Act 2018.
- Full details — what we collect, lawful bases, retention periods, your rights, transfers — are in our Privacy Policy.
- ICO registration number: ZB224231 (verifiable at ico.org.uk).
- Business customers — where we process personal data on your behalf (e.g. inbound caller numbers, employee SIM allocations) we act as a data processor; standard data-processing terms apply, available on request to [email protected].
- Lawful interception + retention: we comply with the Investigatory Powers Act 2016 and the Telecommunications (Security) Act 2021 where lawfully required. We do not voluntarily share customer data with third parties beyond what's necessary to deliver service or comply with law.
How you use the service. Plain rules.
Every Giant service is subject to our Acceptable Use Policy. The short version: don't do anything illegal, don't spam, don't run open relays, don't host services that breach our infrastructure providers' terms, don't degrade the network for other customers. The full list is at /legal/acceptable-use.
Unhappy?
Three routes.
Step 1 — us: Email [email protected] or call 0330 043 0056. We acknowledge within 1 working day. Full process at /legal/complaints.
Step 2 — deadlock letter: If we can't resolve within 8 weeks or you're unhappy with our final position, we'll issue a deadlock letter referring you to ADR.
Step 3 — Communications Ombudsman: commsombudsman.org — Ofcom-approved ADR, free for consumers and qualifying micro-businesses, binding on us. Tel 0330 440 1614. Lodge within 12 months of our deadlock letter.
The standard paragraphs.
The clauses that keep the contract sound. Less interesting than the rest of the page, but they're how this thing holds together when something goes wrong.
Entire agreement
This page + your order confirmation + the linked policies form the entire agreement between us regarding the service. They supersede any prior representations, written or oral. Nothing in this clause limits liability for fraudulent misrepresentation.
Variation
We may change these terms by giving you 30 days' notice in writing (email or portal). Material adverse changes give you the right to terminate the affected service free of charge.
Severability
If any clause is found to be unenforceable, it is modified or removed; the remainder of the agreement continues in force.
Third-party rights
Save where expressly stated, a person who is not a party to this contract has no right to enforce any of its terms under the Contracts (Rights of Third Parties) Act 1999.
Notices
From us: by email to the address on your account, by post to your service address, or via the customer portal. From you: by email to [email protected], by post to 54 St James Street, Liverpool L1 0AB, or via the portal. Email is presumed received on the next working day.
Assignment + subcontracting
We may assign this contract to a successor entity (e.g. on sale of the business) on notice to you. You may not assign your rights or obligations without our written consent. We may subcontract delivery of the service (e.g. to Openreach, CityFibre) without your consent; we remain liable to you for the service.
Anti-bribery + sanctions
Both parties will comply with the Bribery Act 2010 and applicable UK sanctions law (the Sanctions and Anti-Money Laundering Act 2018 + measures in force from time to time). Neither party will accept or offer bribes; the customer warrants that service will not be used in breach of UK sanctions.
CLI integrity + fraud
VoIP / SIP customers warrant that Caller Line Identification will be valid and not spoofed (Ofcom General Condition C6). Outbound call patterns are monitored; sudden spikes consistent with toll fraud or premium-rate harvesting trigger automated suspension pending verification.
Order of precedence
If there's a conflict between documents, the order of precedence is: (1) order confirmation, (2) service schedule, (3) this page, (4) linked policies (AUP / Privacy / Refund etc.).
Survival
Provisions relating to liability, data protection, indemnities, intellectual property, governing law, dispute resolution, and any clause that by its nature should survive, continue to apply after termination.
UK law. England + Wales jurisdiction.
This contract is governed by the laws of England and Wales. Subject to your right to use the Communications Ombudsman ADR scheme (Section 12), any dispute is subject to the exclusive jurisdiction of the courts of England and Wales.
Customers resident in Northern Ireland and Scotland retain statutory consumer rights under local law that take precedence to the extent they are more protective than the laws of England and Wales. EU residents resident in the UK retain rights under the UK GDPR; the EU GDPR no longer applies to UK-based services post-Brexit.
Questions? Ask before you sign.
Legal queries to [email protected]. Service queries to support. Either way you get a real human within one working day.