Last updated: 21 August 2026
These standard service terms apply to business connectivity, broadband, leased lines, SIP trunks, hosted or on-premises IP PBX services, telephone numbers, managed networks, monitoring, installation and related support supplied by Liberty-i, a trading name of Liberty-izone Limited (“Liberty-i”, “we”, “us” or “our”). They do not replace the service-specific information in your quotation, order form, contract summary, service schedule or statement of work.
1. Contract documents and priority
Your contract consists of the documents we provide and you accept for the relevant service. If documents conflict, the following order normally applies: the signed order form or service schedule; any agreed statement of work; these service terms; our Acceptable use policy; and any referenced supplier or product terms. A document expressly stating a different order of priority will take precedence.
Before a regulated communications contract is agreed, we will provide the contract information and contract summary required for the relevant customer and service. Prices, minimum terms, installation charges, usage allowances, service levels and notice periods are those shown in your contract documents. Charges exclude VAT unless stated otherwise.
2. Orders, surveys and service availability
Availability checks, target speeds, planned delivery dates and survey results are estimates until the order is accepted and any carrier survey, wayleave, capacity check or number-port validation is complete. We may propose an alternative service or cancel an order without an early termination charge if a supplier cannot deliver the ordered service on reasonable terms. We will explain any material change before proceeding.
3. Installation and customer responsibilities
You must provide accurate site, billing, technical and contact information; obtain landlord, wayleave and other permissions; provide safe and timely access; and make suitable power, space, cooling, cabling and local-network facilities available. Abortive visits, delays or additional work caused by missing access, unsafe conditions or incorrect information may be chargeable where the relevant charge has been disclosed or reasonably agreed.
You are responsible for equipment and networks on your side of the service handover unless a managed-service schedule says otherwise. You must protect credentials, keep authorised-user details current, maintain supported endpoint software and promptly report suspected compromise, call fraud or unauthorised use.
4. Service commencement, term and billing
The service commencement date is normally the date the service is made available for use, unless your order states another date. The minimum commitment period and billing frequency are shown in your contract. Recurring charges may be billed in advance and usage, engineering or other variable charges in arrears. You must raise a genuine billing query promptly and pay undisputed amounts when due.
Any in-contract price change will be handled in accordance with the contract and applicable Ofcom and consumer-protection rules. Where the law or Ofcom rules give you notice or exit rights, those rights are not limited by these terms.
5. Connectivity performance and resilience
Internet performance can vary because of the access technology, traffic levels, upstream networks, Wi-Fi and LAN conditions, customer equipment, application design and events outside our reasonable control. A speed estimate is not a guaranteed throughput unless an express guarantee appears in the service schedule. Service levels, response targets and any service credits apply only where stated in that schedule and are measured in the way it describes.
A single circuit, router, power supply or carrier path is not inherently resilient. If continuous operation is important, you should order appropriate diverse routing, backup connectivity, power protection and tested failover. We can advise on these options.
6. VoIP, SIP trunks and PBX services
VoIP quality and availability depend on power, compatible equipment, LAN performance and working connectivity. You must size your network and concurrent-call capacity appropriately and follow our configuration and security guidance. Features, call bundles, destinations and charges are those in your service schedule or current tariff.
Telephone numbers remain part of the UK numbering system and are not owned by the customer. Number allocation and porting depend on accurate information, proof of authority and cooperation between providers. We will use reasonable efforts to complete an accepted port request, but dates may change and a port can be rejected or delayed for reasons outside our control. Do not cancel the losing service until we or the gaining provider confirm it is safe to do so.
7. Emergency calls and location information
Where the voice service supports calls to the public telephone network, calls to 999 and 112 are provided in accordance with applicable requirements and are not charged to the end user. VoIP may not work during a power cut, broadband failure, equipment failure or site-network outage. Keep a charged mobile telephone or another independent method of making emergency calls available.
You must give us accurate installation and caller-location information and promptly update it when a number, handset or service moves. Where technically feasible, this information is made available to emergency organisations for 999 and 112 calls. A nomadic handset used away from its registered location may provide incomplete or inaccurate location information, so the caller should clearly state their location and should use a mobile or local fixed line where practical.
8. Security and fraudulent use
You must use strong unique credentials, restrict administrative access, apply security updates and remove access promptly when staff or suppliers change. Unless a managed-security schedule states otherwise, you remain responsible for extension permissions, call routing, endpoint security and usage made through your account. Notify us immediately of suspected compromise. We may temporarily block destinations, credentials or traffic where reasonably necessary to protect customers, networks or the public.
9. Maintenance, faults and support
Support hours, fault priorities, response targets and escalation contacts are in the relevant service schedule or support plan. We may carry out planned maintenance and will give reasonable notice where practicable. Emergency maintenance may be performed without advance notice. You must provide reasonable diagnostic information and access and must not obstruct work by us or an authorised supplier.
10. Acceptable use
You and authorised users must comply with our Acceptable use policy. You are responsible for making the policy available to users of your service, including employees, contractors and Guest Wi-Fi users where relevant.
11. Suspension
We may suspend or restrict a service where reasonably necessary to address an immediate security risk, unlawful or harmful use, network integrity, a direction from a competent authority, non-payment of undisputed overdue charges, or a material breach. We will give notice and an opportunity to remedy where reasonably practicable, and will limit the action to what is proportionate. Charges may continue during a suspension caused by your breach, subject to applicable law and the contract.
12. Ending or switching a service
Notice periods, minimum-term charges and termination rights are stated in your contract. We will not use procedures that unlawfully discourage an eligible customer from switching. On termination you must return loaned equipment, pay valid outstanding charges and cooperate with any agreed number-port or migration process. We may delete configurations and hosted data after a reasonable transition period, so you must export anything you need before termination.
13. Data protection and communications data
We process account, contact, technical, billing and communications data to provide, secure and support the service, meet legal obligations and protect our networks. Our Privacy policy explains how we use personal data. Where we process personal data on your behalf as a processor, the applicable data-processing terms will form part of the contract.
14. Liability and rights that cannot be excluded
Any service-specific liability allocation or cap is stated in the signed contract documents. Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation. Rights and remedies available to consumers, microenterprises, small enterprises and not-for-profit customers under applicable law and Ofcom rules continue to apply.
15. Changes and contact
We may update these standard terms for legal, regulatory, security, supplier or operational reasons. Where a change affects an existing regulated service, we will give the notice and termination rights required by the contract and applicable rules.
Questions can be sent to info@liberty-i.com or Liberty-izone Limited, Unit 14 Riverside Park, Farnham, Surrey GU9 7UG. Complaints are handled under our Complaints code.