Terms & Conditions
Update date: 01 April 2026
These Terms & Conditions (“Terms”) apply to services provided by Eden Communications Ltd (“Eden”, “we”, “we”) to customers (“Customer”, “you”). By ordering, accepting, or using our services, you agree to these Terms.
Business use: Our services are primarily supplied to business customers. If you are a consumer, some terms may not apply and you may have additional statutory rights.
1. Definitions
Services: Any services supplied by Eden, which may include business connectivity, leased lines, voice/VoIP, business mobiles/SIMs/eSIMs, installation, hardware supply, and technical support.
Order: A signed order form, proposal, quotation, statement of work, or confirmation email describing Services, prices, and term.
Third-Party Provider: Any supplier we use to provide Services, including (where relevant) Gamma, 3CX, Vodafone, O2, EE and Three, and associated carriers, wholesalers and platform providers.
2. Scope and ordering
2.1. We will supply Services as described in your Order.
2.2. If there is any conflict between these Terms and the Order, the Order will take priority for the Services in that Order.
2.3. Any lead times or delivery dates are estimates unless confirmed by us in writing as guaranteed.
2.4. Some Services are delivered using Third-Party Providers and may be subject to their terms, processes and technical constraints.
3. Your responsibilities
3.1. You will:
- Provide accurate and complete information required to deliver Services (including porting details, site address, billing details, and technical requirements).
- Ensure access to sites, suitable working conditions, and required permissions for installations/visits.
- Maintain and secure your internal network environment (unless we have agreed to manage this as part of the Services).
- Use the Services in compliance with our Acceptable Use Policy.
- Ensure you have lawful authority to request changes, ports, diversions, call recording configuration, or access to systems/services (including for any end users).
3.2. You are responsible for all activity carried out under your account credentials and for ensuring authorised users act appropriately.
4. Service dependency and availability
4.1. Many telecoms and hosted services rely on Third-Party Providers and external infrastructure. Outages, faults, planned maintenance, local access issues, or capacity constraints may impact performance or availability.
4.2. We will use reasonable care and skill to manage faults and coordinate with suppliers where required.
4.3. We do not guarantee uninterrupted service. Where faults occur, we will work to restore service as quickly as reasonably possible.
5. VoIP and emergency services
5.1. VoIP and hosted voice services may depend on internet connectivity and power at the Customer premises.
5.2. Emergency calling (999/112) may not function during power or internet outages, and location information may not always be automatically available. Customers should maintain an alternative method of making emergency calls (for example, a mobile phone).
6. Porting, number transfers and migrations
6.1. Number porting is dependent on the losing provider and correct information being provided. Porting dates are target dates and are not guaranteed.
6.2. We are not responsible for delays, failures, or loss of service caused by incorrect information, losing provider processes, contractual disputes, number ownership disputes, or factors outside our control.
6.3. Customers should keep existing services active until porting/migration completes to avoid loss of service.
6.4. Where porting requires Customer action (e.g. approval, PIN/PAC/STAC, unlocking, cease prevention), the Customer must complete these steps promptly.
7. Charges, invoices and payment terms
7.1. Charges are as stated in your Order. Unless otherwise stated, prices are exclusive of VAT.
7.2. Usage-based charges (where applicable) may be billed in arrears.
7.3. Invoices are payable within 30 days of invoice date, unless stated otherwise in the Order.
7.4. If payment becomes overdue, we may charge statutory interest and recovery costs where legally permitted.
7.5. If payments remain overdue, we may suspend Services on reasonable notice where practical. Suspension does not remove the obligation to pay.
7.6. If Services are suspended, reconnection/restoration may be subject to supplier constraints and may incur additional charges.
8. Price changes and supplier pass-through
8.1. Some Services are subject to supplier pricing changes, including network increases. Where supplier costs increase, we may pass through those increases on reasonable notice.
8.2. Where a Third-Party Provider withdraws or materially changes a product, we may offer an alternative solution of similar functionality.
8.3. Where an alternative requires changes to your service scope, pricing or term, we will discuss and agree this with you in advance wherever reasonably possible.
9. Equipment and hardware (where supplied)
9.1. Hardware supply is subject to supplier availability.
9.2. Manufacturer warranties apply where available. We will assist with warranty claims where reasonably possible.
9.3. Customers are responsible for reasonable care, safe use, and physical security of hardware and devices once delivered.
9.4. If replacement hardware is required outside warranty, this may be chargeable.
10. Support and service levels
10.1. Our support hours, target response times, priorities and escalation route are set out in our Support Hours, SLAs & Escalation section.
10.2. Service targets are targets, not guaranteed fix times, and may depend on third-party supplier engineering, site access, replacement parts and availability.
10.3. We may recommend resilience options (e.g. failover connectivity, backup SIMs, diversions) and the Customer is responsible for choosing appropriate levels of resilience for their business.
11. Changes, moves and additional works
11.1. Customer-requested changes (moves/adds/changes) may incur additional charges.
11.2. Where third-party engineering work is required, lead times and supplier constraints apply.
11.3. If an engineer visit is booked and a site is not accessible or work cannot proceed due to Customer-side reasons, abortive visit charges may apply (where charged to us by suppliers).
12. Data protection
12.1. We handle personal data in line with our Privacy Policy.
12.2. Where we act as a processor on behalf of a Customer, additional data processing terms may apply.
13. Confidentiality
Each party agrees to keep the other’s confidential information confidential and only use it to deliver and receive the Services, unless disclosure is required by law.
14. Liability (balanced and realistic)
14.1. Nothing in these Terms limits or excludes liability for:
- Death or personal injury caused by negligence
- Fraud or fraudulent misrepresentation
- Any liability which cannot legally be limited or excluded
14.2. Subject to 14.1, we are not liable for:
- Loss of profits, revenue, business, goodwill, or anticipated savings
- Indirect or consequential losses
14.3. Subject to 14.1, our total liability for any claim arising out of or relating to an Order is limited to the charges paid (or payable) by the Customer for the affected Services in the 12 months immediately prior to the event giving rise to the claim.
14.4. We are not liable for failure or delay caused by:
- Third-Party Provider outages or faults
- Customer internal network, cabling, hardware, power, internet connectivity, or configuration not supplied/managed by us
- Customer breach of the Acceptable Use Policy
- Incorrect information provided by the Customer (including porting details)
15. Suspension and termination
15.1. Either party may terminate an Order if the other commits a material breach and does not remedy it within a reasonable time after written notice.
15.2. Where Services are supplied on fixed-term supplier agreements (common in telecoms), early termination may result in early termination charges. We will aim to be transparent about contract terms at point of order.
15.3. We may suspend Services (where reasonably necessary) to protect networks, prevent fraud, respond to security incidents, or where required by Third-Party Providers or law.
16. Force majeure
Neither party is liable for failure to perform obligations due to events beyond reasonable control, including major supplier outages, extreme weather, fire, flood, or acts of government.
17. Governing law
These Terms and any Orders are governed by the laws of England & Wales and subject to the exclusive jurisdiction of the courts of England & Wales.
18. General
Where a signed Order Form, Master Services Agreement or any other written agreement is in place between Eden Communications Ltd and the Customer, those terms shall take precedence over any content published on this website in the event of any inconsistency.