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Pure Home - Terms and Conditions

By ticking the confirmation box on the order form this constitutes acceptance of all the terms and conditions.

At the point of order the connection fee, your first month’s internet subscription, and any additional add-ons will be debited from your selected payment method. Your first month’s payment will be added as credit and only activated when the service has gone live.

Once the initial payment has been collected a member of our team will provide you with an installation date within 5 working days. If an installation date is missed an additional £25.00 will be debited using your payment method. 

If you wish to change your installation date a minimum of 72 working hours’ notice must be given, if notice is not given within this time scale and an appointment is missed you will incur an additional charge of £25.00.

A full refund will be issued in 3-5 working days in the event that we are unable to deliver services at your premises.

If selected, a wireless router will be installed or sent to the address specified on the order portal, please refer to the guide included with the router that explains how to get connected. Purebroadband will not be responsible for any routers other than those provided directly by Purebroadband.

Failure to make payment may result in your service being suspended, we reserve the right to charge a £3.00 reconnection fee.

Contracts must be paid in full if you wish to cancel your services before the end of the agreed term, failure to fulfill the payment terms of the contract may result in court proceedings.

Although the routers provided by Purebroadband are of a very high standard we cannot guarantee internet speeds when connecting wirelessly to your router. For an accurate reading of your speed, tests must be made wired directly to one of the four LAN ports on the router provided. All of our routers come with a one-year guarantee from Purebroadband and a 3-year manufactures guarantee.

We aim to meet the standards of our SLA (service level agreement), in the event the SLA is breached you can make an official complaint to our customer service team using the following email