Terms & Conditions

For the purposes of these Terms and Conditions, "Sun Internet" means Sun Turtle Internet Limited, a company registered in England and Wales (company number 17211349), trading as Sun Internet. "You" means the customer named on the order.

By placing an order for a Sun Internet broadband service, you agree to these terms. Please read them carefully. If you have any questions, contact us at hello@suninternet.co.uk.

1. The service

Sun Internet provides fixed-line broadband connectivity using third-party infrastructure. We do not own the physical network. We resell broadband services. The service delivered to your premises is a broadband connection. The type and speed available depends on what is available at your address.

All plans are unlimited. We do not apply traffic management, fair usage policies, or bandwidth caps. The speed you receive depends on your line and the technology available at your address. We will provide an estimated speed range before you place your order.

The service does not include a landline telephone service. VoIP calling and emergency services access are not included in a broadband-only plan. If you require a voice service, you may be able to add one through our supplier.

2. Contract and duration

Your contract begins on the day your service is activated. The minimum contract period is stated at the point of sale — typically 12 months for broadband services.

You have the right to cancel within 14 days of the service start date under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you request that the service begins before the end of the cancellation period, and we begin providing it with your agreement, you lose the right to cancel once performance is complete. You may still terminate under clause 6.

Before you enter the contract, we will provide you with a contract summary containing the key information required under Ofcom's General Conditions — including the price, contract duration, speed estimates, and early termination charges.

3. Fees and payment

You agree to pay the monthly fee for your chosen service plan plus any one-off charges (such as installation or activation fees) as specified at the point of sale. All prices are stated inclusive of VAT where applicable.

Payments are taken monthly in advance by Direct Debit. Your first payment covers the period from activation to your first billing date. Invoices are issued electronically.

We do not see or store your payment card details or bank account information. Payment processing is handled by our payment provider. Sun Internet does not implement mid-contract price rises. Your monthly fee is fixed for the duration of your minimum contract period. At the end of your contract, we may adjust pricing — we will notify you at least 30 days in advance of any change.

If a payment is late, we will contact you. If payment remains outstanding after 14 days, we may suspend your service. A reconnection fee may apply. If payment remains outstanding after 28 days, we may terminate your contract and pursue recovery of outstanding amounts.

4. Equipment

We supply one router, on loan, for use with the service. The router remains our property. You must return it within 30 days of service termination. If it is not returned, or is damaged beyond reasonable wear and tear, we may charge a replacement fee (not exceeding the retail value of the equipment).

Installation may require an engineer visit. We will agree a date and time slot with you. If the engineer cannot access the premises at the agreed time, you may be charged a missed appointment fee as passed on by the network operator.

5. Use of the service

You may use the service for any lawful purpose. You must not use it to:

• Send spam or unsolicited bulk communications
• Infringe copyright or other intellectual property rights
• Engage in hacking, denial of service attacks, or other network abuse
• Host or distribute illegal content
• Use the service in any manner that is likely to cause harm or disruption to our network or the networks of our suppliers

If we have reason to believe you have breached these terms, we may investigate and, where appropriate, suspend or terminate your service. IP addresses assigned to you are provided under a non-transferable licence and remain our property.

6. Ending the contract

You may terminate the service at any time by giving us 30 days' notice. If you terminate before the end of your minimum contract period, you will be charged the remaining months in full.

We may terminate the service at any time by giving you 30 days' notice. We may suspend or terminate the service immediately without notice if you breach clause 5, or if we are required to do so by our network supplier or by law.

If you wish to switch to another broadband provider, we will support the One Touch Switching (OTS) process as required by Ofcom. We will not charge a separate cease fee for migration to another provider. If you wish to disconnect your line entirely (cease without migration), network operator charges may apply and will be passed on to you.

On termination, you must pay all outstanding amounts, return our equipment, and cease using the service. If you have paid in advance for a period beyond the termination date, we will refund the unused portion on a pro-rata basis.

7. Service availability and faults

We aim to provide a continuous and reliable service, but we cannot guarantee uninterrupted or error-free operation. The service depends on the infrastructure of third-party network operators and our supplier. There will be occasions when planned or emergency maintenance, or faults beyond our control, cause interruptions.

If you experience a fault, contact us. We will diagnose the issue, raise it with our supplier, and keep you updated. If the fault is determined to be within your premises, equipment, or internal wiring, you may be charged for the investigation or call-out as passed on by the network operator.

We do not apply automatic compensation for service interruptions. However, if your service is unavailable for more than 5 consecutive working days, we will credit you for the period of loss on a pro-rata basis on request.

8. Liability

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.

Otherwise, our total liability to you in connection with the service, in any 12-month period, whether in contract, tort, or otherwise, is capped at the total amount you have paid us for the service during that period.

We are not liable for any indirect or consequential loss, including loss of profit, business, data, or goodwill. We are not liable for failures caused by events beyond our reasonable control — including but not limited to acts of God, severe weather, industrial action, or acts of government.

9. Personal data

We process your personal data in accordance with our Privacy Policy, which forms part of these terms. By using the service, you confirm that you have read and understood that policy.

10. Complaints

If you have a complaint, please follow our complaints procedure. If we cannot resolve your complaint within 8 weeks, or we reach deadlock earlier, we will issue a deadlock letter and direct you to our Alternative Dispute Resolution (ADR) scheme.

ADR membership is pending and will be confirmed before customer onboarding begins.

11. Changes to these terms

We may amend these terms from time to time. If the changes are likely to cause you material detriment, we will notify you at least 30 days in advance. For non-material changes, notification will be by publication on this page. Your continued use of the service after the change takes effect constitutes acceptance of the revised terms.

12. Governing law

These terms are governed by the law of England and Wales. Any dispute arising from them is subject to the jurisdiction of the English courts.