Terms and Conditions

Last updated: 2 November 2026

1. About these terms

Who we are

Telqaris is a trading name of Telqaris Limited. In these terms, "we", "us" and "our" mean Telqaris Limited. "You" means the customer named on the account.

Telqaris Limited is registered in England and Wales. Our company number is 17131169. Our registered office is 4th Floor, Silverstream House, 45 Fitzroy Street, London W1T 6EB.

You can contact us by:

• phone on 0330 350 2880 (our team: 12pm to 8pm, Monday to Friday)
• email at support@telqaris.com
• webchat on our website, or through your customer portal when available
• post to our registered office.

Our AI teammate, Lex Calder, is available 24 hours a day. You can ask to speak to a person at any time.

What these terms cover

These terms cover the services we sell to you directly:

• full fibre broadband (FTTP)
• digital home and business phone (VoIP), using a phone adapter we lend you
• the Telqaris VoIP app
• any equipment we lend you, such as a router or phone adapter.

We supply these services to properties in the United Kingdom. We check your address before we accept your order.

These terms apply to homes. They also apply to businesses and not-for-profit organisations with fewer than 50 staff. If your organisation has 50 or more staff, we will agree a separate contract with you. Please ask us for details.

Part 18 covers how you may use our website.

What makes up your contract

Your contract with us is made up of:

1. your contract summary
2. your order confirmation, which lists your services, prices and minimum term
3. these terms
4. our price guide, which lists all our other charges.

We will give you your contract summary and contract information before you are bound. They are free. We will send copies to you in a form you can keep, such as an email or PDF. If anything in these documents disagrees, your contract summary and order confirmation win.

2. Your contract and how long it lasts

Your contract starts when we accept your order. We will confirm this by email.

For our phone plans that use a phone adapter, we accept your order once your £9.99 set-up and delivery charge has reached us. Part 4 explains how to pay.

Our standard minimum term for full fibre broadband is 18 months. It starts on the day your service goes live.

Our phone plans that use a phone adapter have a 12-month minimum term. These are Home Phone Essentials, Talk 1000 and Business Talk 2000. The 12 months start on the day your phone service goes live.

If you take Talk 1000 with our broadband, your phone has its own 12-month term. Your broadband keeps its 18-month term. Adding a phone plan never makes your broadband contract longer.

Our VoIP App only service is a 1-month rolling contract. You can end it at any time by giving us 30 days’ notice.

When your minimum term ends, your contract carries on month by month. You can then leave at any time with 30 days’ notice. You won’t pay any early exit charges.

Before your contract ends

Between 10 and 40 days before your minimum term ends, we will tell you:

• the date it ends
• what you pay now, and what you will pay afterwards
• how to leave or change your contract
• our best deals for you.

After your minimum term ends, we will send you our best deals for you at least once a year.

3. Changing your mind (cooling-off)

If you take out a home contract with us over the phone or online, you normally have 14 days to change your mind. These 14 days start the day after we accept your order. You do not need to give a reason. To cancel, contact us by phone, email, webchat or post.

You may ask us to start your service within the 14 days. If you then cancel, you will pay only for the service you used up to that day (Consumer Contracts Regulations 2013, regulation 36). Please send back any equipment within 30 days of cancelling. We will refund any money you are owed within 14 days of you cancelling.

Phone plans with an adapter: you can cancel within 14 days of your order for any reason. We’ll refund the £9.99 set-up and delivery charge in full. If you asked us to start your service within those 14 days, we’ll only charge for the days you’ve used. We’ll send you a free return bag for the adapter. Please send it back within 30 days.

If you choose a go-live date within your 14 days, we’ll ask you to confirm that you want us to start early.

If you started a switch to us, cancelling does not restart your old service automatically. Please contact your old provider.

Business customers usually do not have a statutory cooling-off period. Please read your contract summary before you order.

4. Prices and price changes

Your monthly price is shown in your contract summary and order confirmation. You pay your monthly charges one month in advance. We're not registered for VAT, so we don't charge it. The prices we show are the total you pay.

Set-up charges:

• Full fibre broadband: no set-up fee on our standard 18-month contract. Standard installation is included, and we lend you a Wi-Fi router.
• Phone plans with an adapter: a one-off set-up and delivery charge of £9.99. It covers setting up your line and posting your adapter to you. It isn’t a charge for the adapter, which we lend you.
• VoIP App only: no set-up charge.

You can pay the £9.99 by:

• Direct Debit. We usually collect it about 3 working days after you set up the Direct Debit, and we’ll tell you the date and amount first.
• bank transfer
• a secure card payment link we email you.

Your order becomes active once the £9.99 has reached us. If we haven’t received it within, we’ll cancel your order, and you won’t owe us anything.

Any extra charges, such as for a missed appointment, are listed in our price guide.

Full fibre broadband: your price is fixed for your whole 18-month contract.

Phone plans: your monthly price is fixed for your whole 12-month minimum term.

For any other service, if your price will go up during your minimum term, your contract summary shows the new price. It shows it in pounds and pence, with the date it changes. We will never link a price rise to inflation or use a percentage.

Other charges, such as calls not included in your plan, are listed in our price guide. We review the charges for calls outside your plan, such as international and special numbers, from time to time.

If we want to raise a price in any other way, we will tell you at least one month before. You can then leave without paying any exit charges. Part 5 explains this.

5. Changes to your contract

Sometimes we need to change our services or these terms. We will tell you in writing at least one month before any change that is not to your benefit.

You can then end your contract without paying exit charges. You must tell us within one month of our message.

This does not apply if the change:

• is only to your benefit
• is purely administrative and has no negative effect on you, or
• is required by law or by Ofcom.

6. Your services

Getting connected

We will agree a date to start your service with you. Some installations need an engineer to visit. We will tell you if this is the case before you order. Please make sure someone aged 18 or over is at home for the visit.

When your phone service goes live

You choose your go-live date when you order. It is at least 3 working days after the day your £9.99 reaches us. Working days are Monday to Friday, except bank holidays in England and Wales.

You can choose a later date if you prefer, up to 60 days ahead. We’ll confirm your date by email.

Before your go-live date, we set up your number and register your address for 999 calls. We also post your adapter to you. If you rely on your landline to call 999, we’ll make sure your free back-up arrives before your service goes live.

Your phone number

Your plan comes with one UK phone number. Want to keep your existing number? We can move (port) it to us for free. Our team arranges it by hand, and it usually takes a few working days. Your old provider’s service stays on until the move is complete. Or we can give you a new UK number.

When you call, the person you’re calling will normally see your number. You can hide it for a single call by dialling 141 before the number, free of charge. You must not set your phone to show a number that isn’t yours, or that you don’t have permission to use.

Call quality

Digital phone calls travel over the internet. Your call quality depends on your internet connection and your equipment. It may not always be the same as a traditional landline. If your calls sound poor, please tell us and we’ll help.

Keeping your phone safe: barred numbers and safety limits

To protect you from unexpected bills and fraud, some types of number are barred when your phone service starts:

• international calls
• premium rate numbers starting 09
• directory enquiries starting 118
• personal numbers starting 070
• numbers starting 084 and 087.

You can ask us to lift any of these bars at any time. It’s free. Our price guide shows the prices for these calls.

We also set daily and monthly safety limits on calls outside your plan. If your account reaches an alert limit, we’ll contact you. If it reaches a block limit, we’ll stop outgoing calls and contact you straight away. Our price guide shows the limits.

Calls to 999, 112, 116 numbers and freephone 080 numbers are never barred or blocked.

Broadband speeds and our speed guarantee

Before you order, we will tell you the speeds you can expect at your address, using average peak-time figures and a personal estimate. We will also give you a minimum guaranteed download speed (Ofcom broadband speeds code practice). Speeds can vary with the time of day, your Wi-Fi and the devices you use. We measure your speed at the router.

If your speed drops below your minimum guaranteed speed, please tell us. We will work to fix it and keep you updated. If we can’t fix it within 30 days of you telling us, you can leave your contract without paying exit charges. We will also refund any charges you have paid in advance for the time after you leave. This is our promise to you.

Faults and repairs

Report a fault by phone, webchat, through your customer portal, or by email to support@telqaris.com. You can check for known problems on our service status page.

We aim to fix faults as quickly as possible, and we will keep you updated. If you rely on your phone for a telecare alarm or because of a disability, tell us. We will fix your faults as a priority, free of charge.

Automatic compensation

We pay home customers automatic compensation in line with Ofcom’s automatic compensation scheme. This means we pay you, without you having to ask, if:

• your service stops working and is not fully fixed within two full working days of you reporting it
• an engineer misses an appointment, or we cancel it with less than 24 hours’ notice
• your new service does not start on the date we promised.

The amounts are set by the scheme and go up each year. Our price guide shows the current amounts.

If you switch to us and lose service for more than one working day, or we miss a switching appointment, we will compensate you.

Fair use

We don’t set fair use limits for normal home or business use. Please do not use your service in a way that harms our network or other customers, such as reselling it. If this happens, we will contact you first and give you a chance to change how you use it.

7. 999 calls and power cuts

You can call 999 or 112 for free from the phone or adapter plugged into your home digital phone service. Our app works differently (see below). Please read this part carefully.

• Power cuts: Digital phones need mains power to work. In a power cut, your phone will not work unless you have a battery back-up.
• Internet faults: If your internet connection is down, you can’t make calls from your digital phone, including 999 calls. This includes broadband from another provider.
• If you rely on your landline: Please tell us if you don’t have a mobile phone or a reliable mobile signal at home. Please also tell us if you or someone at home uses a telecare alarm, or if you rely on your landline to call 999 for any other reason. We ask about this when you order, and you can tell us at any time. We will give you a solution, such as a suitable battery back-up for the equipment we install or send you, free of charge. It will let you call 999 for at least one hour in a power cut. This doesn’t apply to our VoIP App only service, which uses your mobile phone.
• Your address: We give the emergency services the address where you told us you’ll use your phone. If you call 999 or 112, always be ready to tell the operator where you are. This matters most if you take your adapter or phone to another address. The emergency services may be sent to your registered address instead. Please tell us straight away if you move, and only use your adapter at your registered UK address.
• The VoIP app: The app does not carry 999 or 112 calls itself. If you dial 999 or 112 in the app, it hands the call to your phone’s normal dialler. The call then goes over your mobile network using your own SIM card, like any other 999 call from your mobile. This means you need a mobile phone with a working SIM card to call 999 this way.
• Computer softphone: You can’t call 999 or 112 from a softphone on a computer. Always use a phone or a mobile instead.
• If your service is suspended: we’ll keep 999 and 112 working wherever we can. In rare cases, such as a serious network problem, 999 calls may not be possible. Please keep a mobile phone handy as a back-up.

8. Switching and keeping your number

Switching to us

You only need to contact us to switch your broadband to us. This is called One Touch Switch. We will arrange the switch with your old provider. They will send you important information, including any charges for leaving early. You won’t have to pay your old provider for any notice period after your switch date.

Keeping your number

Want to keep your existing number? We can move (port) it to us for free. Our team arranges it by hand, and it usually takes a few working days. We will agree the switch date with you. Your old provider’s service stays on until the move is complete. Your number should not be out of service for more than one working day. In rare cases a number can’t be moved. If so, we will tell you before you commit. Or you can choose a new UK number instead.

Leaving us

To switch to another provider, just contact them. They will arrange it through One Touch Switch. Before you switch, we will tell you about any charges for leaving early.

You can take your phone number with you to your new provider. We do not charge for this. Your right to take your number lasts at least one month after your contract ends.

9. Ending your contract

If you want to leave

You can end your contract at any time. Please give us 30 days’ notice by phone, email, webchat or post. If you switch using One Touch Switch, you don’t need to give us notice.

If you leave during your minimum term, you may have to pay an early exit charge. For our phone plans that use a phone adapter, the charge is a fixed amount for each month left in that plan’s minimum term:

• Home Phone Essentials: £3.29 per month left
• Home Phone Talk 1000 on its own: £9.89 per month left
• Talk 1000 with our broadband (phone part only): £4.89 per month left
• Business Talk 2000: £6.99 per month left

Each figure is that plan’s monthly price minus the costs we save when you leave. The total is never more than the monthly charges left on that plan. After your minimum term ends, there is no early exit charge.

For full fibre broadband, the early exit charge is still the monthly charges left in your 18-month minimum term, minus the costs we save because you have left. Your contract summary will show the amount for each month left once that figure is set. We will not charge more than the monthly charges left.

You won’t pay an early exit charge if:

• you leave within the cooling-off period (Part 3)
• you leave because of a change to your contract that is not to your benefit (Part 5)
• your broadband speed stays below your minimum guaranteed speed and we can’t fix it within 30 days (Part 6).

Please also send back any equipment we lent you (Part 10).

If we end your contract

We may end your contract if:

• you don’t pay your bills, and we haven’t been able to agree a way forward with you (Part 11)
• you seriously or repeatedly break these terms
• you use our service for something illegal, or to harass or harm others
• we can no longer provide the service at your address, or a network partner stops providing a service we need and we can’t find a reasonable replacement. We’ll give you as much notice as we can, and at least 30 days unless that’s outside our control. We’ll help you move to another provider and keep your number. You won’t pay any exit charges. We’ll refund anything you’ve paid in advance for the time after your service ends.

10. Equipment we lend you

It stays ours

We lend you the equipment you need for your service. For full fibre broadband, this is a Wi-Fi router. For our phone plans (except VoIP App only), it’s a phone adapter. The equipment stays ours. You don’t buy it, and it isn’t part of your monthly price or your set-up charge.

Please:

• use it only for your service with us
• keep it indoors, somewhere dry and well ventilated
• don’t open it, remove its labels, or change its settings or software unless we ask you to
• keep the parts we send you, such as the power adapter and cables.

If it stops working, tell us. If you didn’t cause the fault, we’ll repair or replace it free of charge.

Sending it back

When your service ends, please send the equipment back to us within 30 days. This also applies if you cancel within your 14 days, or switch to another provider.

• It’s free. When your service ends, we’ll send you a prepaid return bag or label. Just pack the equipment and its power adapter, and drop it off.
• We’ll remind you if we haven’t received it after 14 days.
• If it hasn’t reached us after 30 days, we’ll tell you before we charge anything. We may then charge the amount shown below.
• If you send it back after we’ve charged you, we’ll refund the charge in full. It must reach us within 60 days of the charge, without damage.

You don’t need to delete anything before you send equipment back. We reset it to its original settings, removing your details, before we lend it to anyone else.

Normal wear and tear is fine

We expect equipment to show signs of use. We won’t charge you for:

• normal wear from everyday use
• scuffs, scratches and other marks on the outside
• equipment that has stopped working because of its age, or a fault you didn’t cause
• damage from a power surge or lightning, or from a fault in our service.

Damage

We may charge you if equipment comes back damaged because of:

• physical breakage, such as a cracked case or broken sockets
• liquid damage
• someone opening it, tampering with it or changing it
• missing parts, such as the power adapter.

If we can repair it, we’ll only charge what the repair costs us. This is never more than the charge shown below. We’ll tell you what we found and what we plan to charge before we charge you. You can tell us if you disagree.

What we charge

These are the charges if equipment isn’t returned, or comes back damaged:

The 2 years start from the date we first sent you the equipment. These charges are the most we will ask for. They cover the cost of a replacement, so we can lend it to another customer.

Has something happened that makes it hard to send the equipment back, such as a bereavement, illness or a burglary? Please talk to us. We’ll look at your situation, and we may waive the charge.

11. Bills and payment

Your bills

We send you a bill each month by email. Bills are online only. Each bill is a PDF that you can download and print. You can see all your bills at any time in your customer portal.

If you are disabled, we can send your bills in large print, Braille or audio, free of charge. If you find it hard to use online bills for any reason, please talk to us. We will help.

Your bill shows what you owe and the date you need to pay by. Payment is due 7 days after your bill date. You can pay by:

• Direct Debit
• bank transfer (BACS), including by standing order
• card, using a secure card payment link we email you.

You can ask for an itemised bill, showing each call, free of charge. If you think a bill is wrong, tell us. We will look into it, and won’t chase you for the amount you dispute while we do.

Late call charges

Sometimes call charges reach us late. If this happens, we may add them to a later bill. We will only do this for calls made in the last 3 months. We won’t charge you for calls older than that.

If a payment is missed

We know that anyone can have a problem paying a bill. If a payment is missed, this is what happens:

1. We get in touch. We will contact you to let you know, by email and in other ways, such as a text or phone call.
2. We try again. If you pay by Direct Debit, we will try to take the payment again 14 days after we sent your bill.
3. A late payment fee. If the payment has still not been made, we may add a late payment fee. This is £5 for home customers and £10 for business customers.
4. We warn you before any suspension. We will always warn you clearly, before we suspend anything. We will tell you what you owe, the date we will suspend your service, and how to stop this happening.
5. We may suspend your service. If the bill is still unpaid 21 days after we sent it, we may suspend your service until you pay.

There is no charge to restart your service after a suspension. We will restart it as soon as you have paid, or agreed a payment plan with us.

While your phone service is suspended, we will keep 999 and 112 calls working wherever we can.

If you are finding it hard to pay

Please tell us as soon as you can. You won’t be judged, and the sooner we know, the more we can help. Our trained team has special ways to support you. For example, we can:

• give you more time to pay, and hold off taking any action while you get help
• agree a payment plan you can afford
• change your payment date
• look at whether a cheaper plan, or a "social tariff", would suit you better.

You can also get free, confidential debt advice from MoneyHelper. Ofcom recommends it too.

If you rely on your service because of your health or circumstances, please tell us. We will take extra care before we restrict your service.

If we have to disconnect you

We will only disconnect your service as a last resort, after suspension and warnings. If we have to disconnect you and you then want to come back, there is a reconnection fee of £49. You will also need to start a new contract with our standard minimum term.

12. Suspending your service for other reasons

We may need to suspend your service for a short time to maintain or upgrade our network. Where we can, we will tell you in advance and do this at a quiet time.

We may also suspend your service straight away if:

• there is an emergency, or we must do so by law
• your service is being used for fraud or to harm our network or others.

If we suspend your phone service, we’ll keep 999 and 112 working wherever we can (Part 7).

13. What we expect from you

Please:

• give us accurate details and tell us when they change, including your address
• keep your app login, voicemail PIN and any passwords we give you private
• change your voicemail PIN from the one we set, and don’t share your phone login details with anyone
• tell us straight away if you think someone else is using your phone service, or if you see calls you don’t recognise
• use your service lawfully, and not to harass anyone
• let us, or engineers working for us, into your property when we have agreed a visit
• tell us about faults straight away.

You’re responsible for charges for calls made from your phone, adapter or app. This applies even if someone else in your home or business makes them. We won’t hold you responsible for calls caused by a fault or security problem in our systems or equipment. That applies if you couldn’t reasonably have prevented it. If we spot unusual calls, we may stop outgoing calls (except the numbers in Part 6 that are never blocked) and contact you straight away.

If you connect your own phone system or equipment, you’re responsible for keeping it secure, and for calls made through it.

Using your phone service fairly

Please use your phone service only for normal calls. Please don’t use it to:

• break the law or commit fraud
• make nuisance, spam or auto-dialled marketing calls
• make calls to earn money from call charges, or to boost call traffic artificially
• make hoax or time-wasting calls to 999 or 112
• harass, threaten or abuse anyone
• share material you don’t have the right to use
• try to get into parts of our network you’re not allowed into.

If this happens, we’ll contact you first where we can. If it’s serious, or it harms other people or our network, we may suspend or end your service straight away (Parts 9 and 12).

14. Our responsibility to you

We will provide our services with reasonable care and skill. If we don’t, you may have legal rights to a repair, a price reduction or a refund. Nothing in these terms affects your legal rights.

We are responsible for loss or damage that you could foresee when you made your contract and that we caused by breaking these terms. We are not responsible for:

• loss that you could not foresee
• loss caused by events outside our control, such as extreme weather. If this happens, we will tell you and do our best to restore your service quickly
• loss of business, profit or data, if you are a business customer.

For business customers, our total responsibility in any 12 months will not be more than the charges you paid us in that period.

We do not limit our responsibility for death or personal injury caused by our negligence, or for fraud. Nor do we limit anything else the law says we can’t.

15. Your personal information

We use your personal information to provide your services. Our privacy policy explains how.

16. Complaints

If you are not happy, please tell us. Our complaints code explains how to complain and what happens next. If we can’t agree, you can take your complaint to CISAS (run by CEDR), an independent dispute service. It is free. We use CISAS. Telqaris is a trading name of Telqaris Limited (company number 17131169).

Contact CISAS: website cedr-assist.com/consumer/cisas/overview; phone 020 7520 3814 (Monday to Friday, 9am to 5pm); email cisas@cedr.com; post CISAS, 100 St Paul’s Churchyard, London EC4M 8BU. You can usually go to CISAS after six weeks from when you first complained, or earlier if we send a deadlock letter.

17. Other important terms

• We may pass our rights and duties under your contract to another company. We will tell you if this happens. It will not reduce your rights.
• You can’t pass your contract to someone else without our agreement.
• If a court finds part of these terms invalid, the rest still applies.
• These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts.

18. Using our website

These terms apply to everyone who uses telqaris.com.

• Information: We work hard to keep the information on our website accurate. But it does not form an offer. Your contract summary and order confirmation set out what you are buying.
• Using the site: Please do not misuse our website. For example, do not try to hack it or add harmful code.
• Our content: Telqaris Limited, or the people we license it from, own the content and design of this website. You can view and print pages for your own use.
• Links: We link to other websites for your information. We are not responsible for what they contain.
• Availability: We do not promise that the website will always be available or free of errors.

19. Accessible formats

You can ask for these terms, your contract summary and your bills in large print, Braille or audio, free of charge. If you have a hearing or speech impairment, you can contact us through Relay UK by dialling 18001 before our number.

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