E-volve Solutions Terms and Conditions for Residential Customers

e-volve Solutions Ltd
Residential Terms & Conditions Version 4.0
Publication Date: September 2026
Effective Date: 1st November 2026

Overview

These Residential Terms & Conditions (“Terms”) apply to the residential electronic communications services (“Services”) supplied by e-volve Solutions Ltd (“e-volve”, “we”, “our” or “us”) to residential customers (“you” or “your”).
Together with your Residential Service Agreement, our Acceptable Use Policy, our Privacy Policy, and any other document expressly incorporated into the Agreement, these Terms form the Agreement between you and us.
Your Residential Service Agreement contains the commercial terms specific to your order, including the Services you have ordered, your Charges, your Minimum Contract Term, any agreed installation arrangements and any Guaranteed Minimum Speeds.
Please read these Terms carefully before accepting your Residential Service Agreement.

The Customer’s attention is particularly drawn to the provisions of clause 24 (Limitation of liability).

Definitions
1. In these Terms the following definitions and rules of interpretation apply:
  Agreement means your Residential Service Agreement together with these Residential Terms & Conditions, our Acceptable Use Policy, our Privacy Policy and any other document expressly incorporated into the Agreement.
  Charges means the monthly charges, one-off charges and any other agreed amounts payable under your Residential Service Agreement.
  Customer means the person entering into the Residential Service Agreement.
  Early Termination Charges means balance of the monthly Charges payable for the Minimum Contract Term.
  Equipment means any router, Optical Network Terminal (ONT), fibre termination equipment or any other equipment supplied by e-volve.
  Force Majeure Event means an event, circumstance or cause beyond a party’s reasonable control.
  Minimum Contract Term means the minimum period stated in your Residential Service Agreement.
  Property means the premises at which the Services are provided.
  Residential Service Agreement means the customer-specific agreement setting out your Services, Charges, Minimum Contract Term and any additional agreed commercial terms.
  Service Activation means the date on which your Service becomes operational, and billing commences unless otherwise agreed in writing.
  Services means the residential broadband, digital voice and associated services supplied by e-volve.
  Standard Fault means a fault affecting the Service that does not result in a complete loss of service such as intermittent connectivity, reduced performance, Wi-Fi issues, degraded voice quality, or other faults where the Service remains partially usable.
  Survey means any pre-installation survey undertaken before installation.
  Urgent Fault means a fault resulting in a complete loss of Your broadband service or Digital Voice service, or another fault which, in Our reasonable opinion, requires an expedited response due to its severity or impact.
  Working Day means Monday to Friday inclusive, but excluding public holidays as recognised in England.
  We, Us and Our mean e-volve Solutions Ltd.
  You and Your mean the Customer named within the Residential Service Agreement.
Who We Are
1. e-volve Solutions Ltd is registered in England and Wales under Company Number 06925858.
2. Our registered office is: 2nd Floor, The North Mill Darley Abbey Mills Derby DE22 1DZ
3. Our VAT Registration Number is: 972 1915 07
4. You can contact us using the contact details published on our website or contained within your Residential Service Agreement.
Our Agreement
1. Your Agreement with us consists of:
  1. your Residential Service Agreement;
  2. these Residential Terms & Conditions (as amended from time to time);
  3. our Acceptable Use Policy;
  4. our Privacy Policy; and
  5. any other document expressly incorporated into your Residential Service Agreement.
2. If there is any inconsistency between these documents, they will take precedence in the order listed above.
3. No verbal statement, representation, marketing material, or otherwise any other agreement or document forms part of the Agreement unless expressly incorporated into it.
Promotions and Special Offers
1. Any promotional offer, discount or special incentive confirmed in your Residential Service Agreement or otherwise confirmed by us in writing will apply for the period stated.
2. Where a promotional offer conflicts with these Terms, the promotional offer will take precedence for the duration of that offer only.
3. Unless expressly stated otherwise, all other provisions of these Terms remain unchanged.
What We Provide
1. Subject to network availability and the terms of this Agreement, we will provide:
  1. the Services described in your Residential Service Agreement;
  2. standard installation where included;
  3. any additional installation works expressly agreed with you;
  4. customer support during our published support hours; and
  5. any Equipment required for the provision of the Services.
2. Our Services are only available at Properties within our network coverage area.
3. Whilst we will use reasonable skill and care when providing the Services, availability may depend on third-party infrastructure, permissions, wayleaves, power supplies or circumstances outside our reasonable control.
Service Activation
1. Service Activation depends upon network availability, engineering works, permissions, surveys, third-party activities and other matters outside our reasonable control.
2. Your Minimum Contract Term begins on the date your Service is activated.
3. If your Service has not been activated within 12 months of your Residential Service Agreement being accepted, either party may cancel the Agreement immediately by giving prior written notice.
4. Neither party will be liable for any Early Termination Charges in the event of a termination in line with this clause 6.
5. Where you have specifically authorised, additional chargeable works before cancellation, you will only remain responsible for reasonable costs that:
  1. were agreed with you in advance;
  2. have already been reasonably incurred by us; and
  3. cannot reasonably be avoided or recovered by e-volve. Nothing in this section affects any statutory rights you may have.
Customer Responsibilities
1. You agree to:
  1. be the owner, occupier or otherwise have the necessary authority to order the Services at the Property;
  2. provide accurate contact information and notify us promptly of any changes;
  3. provide reasonable access to the Property where required;
  4. ensure someone aged 18 or over is present during agreed engineer appointments unless otherwise agreed;
  5. provide a suitable mains electricity supply for our Equipment;
  6. take reasonable care of Equipment supplied by e-volve;
  7. report faults promptly;
  8. comply with our Acceptable Use Policy; and
  9. use the Services for lawful residential purposes unless otherwise agreed in writing.
2. You must not deliberately interfere with, relocate or damage any Equipment forming part of our Network.
Digital Voice Service
1. Where you subscribe to our Digital Voice Service:
  1. it operates using your broadband connection;
  2. it may not operate during power failures or broadband outages;
  3. calls to the emergency services (999 or 112) may not be available during such interruptions; and
  4. you should maintain an alternative means of contacting the emergency services wherever reasonably possible.
2. Calls to the emergency services are free of charge through the Digital Voice Service.
Credit Limits
1. Where applicable, we may apply reasonable credit limits to chargeable Services such as telephone calls.
2. If your usage exceeds an applicable credit limit, we may temporarily restrict chargeable Services until your account has been brought back within the agreed limit and then cleared in full.
3. We will always aim to notify you before applying any restriction where reasonably practicable.
Number Porting
1. If you ask us to transfer an existing telephone number, you must provide accurate and complete information in order for us to do so.
2. We will use our reasonable endeavours to complete the transfer successfully but we rely upon the cooperation of your existing provider and other third parties which may cause delays.
3. Any delays or failures caused by incorrect information or third-party providers are outside our reasonable control and we will not be liable for any losses caused by such delay.
4. We will keep you informed throughout the porting process.
Statutory Cancellation Rights
1. If you exercise your statutory cancellation rights after Service Activation has taken place at your request, you may remain responsible for Charges incurred up to the date your Service ends together with any costs that legislation permits us to recover.
2. Where applicable, we will explain those costs to you clearly before seeking payment.
3. Nothing in these Terms affects your statutory consumer rights.
Cancellation Before Service Activation
1. If you cancel your Residential Service Agreement after it has been accepted but before your Service has been activated:
  1. you will not be liable for any monthly Service Charges;
  2. you will not be liable for any Early Termination Charges.
2. Where you have specifically authorised, additional chargeable works before cancellation, you will only be responsible for reasonable costs that:
  1. were agreed with you in advance;
  2. have already been reasonably incurred by us; and
  3. cannot reasonably be avoided or recovered by us.
3. We will provide a reasonable breakdown of those costs to you upon request.
4. If you cease to own or occupy the Property before Service Activation, you may cancel your Residential Service Agreement by giving us written notice.
5. Where reasonably practicable, we, at our sole discretion, may agree to transfer the order to a new owner or occupier, but we are under no obligation to do so.
Services Ordered by a Third Party
1. Where a landlord, managing agent, property owner or another authorised person orders the Services for your Property, that person will remain our contracting customer unless otherwise agreed in writing.
2. Any person using the Services must comply with these Terms where applicable.
3. If you become the contracting customer at a later date, we may require you to enter into a new Residential Service Agreement before providing the Services in your own name.
Installation
1. Installation of the Services requires reasonable access to your Property.
2. Your Residential Service Agreement confirms whether a standard installation is included.
3. If, during a survey or installation, additional work is identified that could not reasonably have been anticipated before work commenced, we will explain:
  1. why the additional work is required;
  2. the options available;
  3. any additional Charges that may apply.
4. No additional chargeable work, and no additional Charges, will arise unless you have first agreed to them. We will provide full details of those Charges before asking you to agree them.
5. If you choose not to proceed with the additional work, either party may cancel the Residential Service Agreement before Service Activation without Early Termination Charges.
6. Any agreed costs already reasonably incurred under clause 12 may still be payable.
7. Where installation is delayed because access, permissions, wayleaves or third-party approvals are unavailable, We will keep you informed and work with you to complete the installation as soon as reasonably practicable.
Engineer Visits
1. Engineer visits may be required for:
  1. installation;
  2. surveys;
  3. fault diagnosis;
  4. maintenance;
  5. replacement of Equipment; and/or
  6. removal of Equipment where appropriate.
2. If you need to rearrange an appointment, please let us know as soon as reasonably practicable.
3. If we attend an agreed appointment and are unable to complete the work because:
  1. nobody aged 18 or over is present;
  2. access is unavailable; and/or
  3. the appointment cannot proceed for reasons within your reasonable control,
4. At our sole discretion, we may charge a reasonable missed appointment fee.
5. We will never charge for appointments we fail to keep.
Equipment and Network Infrastructure
1. All Equipment and electronic communications apparatus supplied or installed by e-volve, including fibre optic cables, ducts, cabinets, Optical Network Terminals (ONTs), routers supplied on loan, termination equipment and associated infrastructure, remain the property of e-volve unless we confirm otherwise in writing.
2. You agree to take reasonable care of our Equipment and must not deliberately damage, interfere with, remove or relocate it without our prior written permission.
3. We are responsible for maintaining our Network infrastructure and Equipment throughout the period we provide the Services, except where repair or replacement becomes necessary because of misuse, negligence, accidental damage or unauthorised interference by you or anyone acting on your behalf.
4. Permanent Network infrastructure, including externally installed fibre, ducts, chambers and Optical Network Terminals, will normally remain installed unless we decide otherwise.
5. Nothing in this section prevents us from recovering Equipment where we reasonably require it to be returned.
Equipment Maintenance and Faults
1. If Equipment supplied by us develops a fault through normal use, we will repair or replace it within a reasonable time and at no additional charge to you.
2. If our investigation identifies that the fault has been caused by:
  1. accidental damage;
  2. misuse;
  3. unauthorised alteration;
  4. deliberate interference; or
  5. damage caused by equipment not supplied by e-volve, reasonable repair or replacement Charges may apply.
3. We will explain any such Charges before carrying out chargeable work wherever reasonably practicable.
Support and Service Levels
1. We aim to provide reliable Services supported by responsive customer service.
2. Our standard support hours are published on our website and may change from time to time.
3. During our published support hours, we will use reasonable endeavours to respond to reported faults as quickly as reasonably practicable.
4. Our target response times, subject to reports during a Working Day are:
  1. Urgent Faults – normally within 6 working hours.
  2. Standard Faults – normally within 12 to 24 working hours.
5. These response times are service targets only and aren’t guaranteed service levels.
6. Some faults may take longer to resolve where they involve third-party suppliers, network operators, utility providers or circumstances outside our reasonable control.
7. Where this happens, we will keep you informed of progress and continue to work towards resolution.
Changes to Your Service
1. You may request changes to your Services at any time.
2. Before any requested change takes effect, we will explain any impact on:
  1. your Services;
  2. your Charges;
  3. your Minimum Contract Term; and
  4. your Residential Service Agreement.
3. No change affecting your Charges or your Minimum Contract Term will take effect without your agreement.
4. Where appropriate, we will issue a revised Residential Service Agreement confirming the updated Terms.
5. Changes required solely because of law, regulation or security may be implemented without issuing a new Residential Service Agreement where no Term is affected.
Charges and Payment
1. The Charges payable for your Services are those shown in your Residential Service Agreement unless subsequently varied in accordance with these Terms.
2. Unless otherwise agreed, payment must be made by Direct Debit.
3. All charges shall be subject to Value Added Tax.
4. If you choose another payment method, a reasonable administration charge may apply where permitted by law and notified to you in advance.
5. Invoices are payable on the due date shown, which shall be no later than 30 days from the date of the invoice.
6. Any payment beyond the invoice payment due date will be subject to interest at the rate of 8% above the Bank of England base rate from time to time, per annum.
7. If you believe we’ve made an error on your invoice and wish to dispute, you must notify us within 14 days of issue. If no dispute is raised within 14 days of the invoice being issued, the invoice shall be deemed accepted and due in full.
Non-Payment
1. You are responsible for ensuring all Charges due under your Residential Service Agreement are paid on time.
2. If payment is not received by the due date, we may:
  1. remind you that payment is overdue;
  2. request immediate payment of the outstanding amount;
  3. restrict or suspend some or all of the Services;
  4. recover outstanding sums using appropriate recovery procedures; or
  5. terminate the Agreement where appropriate, without notice.
3. Before suspending or terminating your Services for non-payment, we will normally give you no less than 7 days’ notice and an opportunity to bring your account up to date.
4. We may refer any outstanding balance to a third-party debt recovery agency.
5. Where permitted by law, reasonable recovery costs may be added to your account.
Renewal
1. Before your Minimum Contract Term ends, we will aim to contact you to explain the options available.
2. You may choose to:
  1. enter into a new Residential Service Agreement with a new Minimum Contract Term;
  2. End your Agreement with us once the Minimum Contract Terms expires; or
  3. allow your Agreement to continue on a rolling monthly basis.
3. If you do not enter into a new Minimum Contract Term or notify us in writing within 30 days that you wish to bring an end to your Agreement following the expiration of the Minimum Contract Term, your Services will continue automatically on a rolling monthly basis.
4. The monthly Charge for the rolling monthly Service will be the higher of £10.00 (including VAT) per month higher than the monthly Charge that applied during your Minimum Contract Term, or the monthly Charge during your Minimum Contract Term plus a value equal to the rate of inflation on that amount as measured by the Retail Price Index as of the date your rolling monthly Service begins, unless otherwise agreed in writing.
5. Either party may terminate a rolling monthly Agreement by giving 30 days’ written notice.
6. No Early Termination Charges apply once your Minimum Contract Term has expired.
Service Quality and Performance
1. We will exercise reasonable skill and care when providing the Services.
2. Where your Residential Service Agreement includes Guaranteed Minimum Download Speeds and Guaranteed Minimum Upload Speeds, those guarantees form part of your Agreement with us.
3. If your Service consistently performs below the Guaranteed Minimum Speeds, you should contact us as soon as reasonably practicable.
4. We will investigate the reported issue using appropriate diagnostics and, where necessary, arrange an engineer visit.
5. If, after being given a reasonable opportunity to investigate and remedy the issue, we are unable to provide the Guaranteed Minimum Speeds, you will have the rights set out in your Residential Service Agreement together with any rights available under applicable law.
6. Wireless performance inside your Property depends upon many factors including but not limited to:
  1. the capability of your devices;
  2. internal construction of the Property;
  3. interference from neighbouring wireless networks;
  4. the location of your Equipment; and
  5. other environmental factors.
7. Unless otherwise stated in your Residential Service Agreement, Guaranteed Minimum Speeds apply to the broadband service delivered to the e-volve supplied Optical Network Terminal (ONT) or router. Performance over Wi-Fi may vary depending on factors outside our reasonable control.
Our Liability
1. We will not be responsible for loss or interruption of the Services where this results from:
  1. circumstances beyond our reasonable control including any Force Majeure Event;
  2. faults in your own equipment or internal wiring;
  3. your failure to follow reasonable instructions;
  4. planned maintenance carried out in accordance with these Terms; or
  5. the acts or omissions of third parties outside our reasonable control.
2. We will not be liable for any direct, indirect or consequential loss, or for any loss that could not reasonably have been foreseen, except where liability cannot lawfully be excluded or limited.
3. Nothing in these Terms excludes or limits your statutory rights or any liability which cannot lawfully be excluded or limited.
4. We shall not be liable for any delay or failure in the performance of our obligations for so long as and to the extent that such delay or failure results from a Force Majeure Event.
5. Subject to clause 24.3, our total liability to you shall not exceed the total Charges for the Minimum Contract Term.
Moving Home
1. If you intend to move home, please contact us as soon as reasonably practicable. The Minimum Contract Term shall be brought to an end and you will become liable for any and all charges due or that will fall due for the remainder of the Minimum Contract Term and/or an Early Termination Charge should you opt to terminate the Agreement.
2. If you would like the Services to be provided at your new address, you may be required to enter into a new Agreement with us. Where your move takes place before Service Activation, clause 12 will apply.
3. We will always try to help minimise any interruption to your Services where reasonably practicable.
Ending the Agreement
1. You may end this Agreement by giving us no less than 30 days written notice.
2. Where the Agreement ends during the Minimum Contract Term, Early Termination Charges may apply where specified in your Residential Service Agreement unless:
  1. these Terms provide otherwise;
  2. your Residential Service Agreement provides otherwise;
  3. applicable law provides otherwise; or we agree otherwise in writing.
3. Nothing in this section affects:
  1. your statutory rights;
  2. any rights contained within your Residential Service Agreement; or
  3. any other right to terminate under these Terms.
  4. Termination of the Agreement does not affect any rights or obligations that have already arisen before the Agreement ends.
Our Right to Suspend or End Services
1. We may suspend or terminate some or all of the Services without notice if:
  1. you fail to pay Charges due under this Agreement;
  2. you materially breach these Terms or our Acceptable Use Policy;
  3. the Services are being used unlawfully;
  4. continued provision of the Services would place our Network, customers or employees at risk;
  5. we are required to do so by law, regulation or a competent authority;
  6. we are no longer able to provide the Services because of circumstances beyond our reasonable control.
2. We may suspend or terminate some or all of the Services with no less than 7 days’ notice for any other reason.
3. If suspended for any reason, we reserve the right to restore the Services or terminate them.
4. Nothing in this section limits any other rights we may have under this Agreement or at law.
Equipment Returns
1. Where Equipment supplied by e-volve remains our property, you must return it within 14 days of our request.
2. We will tell you:
  1. which Equipment must be returned;
  2. where it should be returned; and
  3. how it should be returned.
3. If Equipment is not returned or is returned damaged other than through fair wear and tear, we may charge the reasonable cost of repair or replacement.
4. Permanent Network infrastructure, including externally installed fibre optic cables, ducts, chambers, Optical Network Terminals (ONTs) and similar apparatus, will normally remain installed unless we decide otherwise.
Changes to Services or Terms
1. From time to time, we may need to make changes to our Services or these Terms. Where changes are required:
  1. by law;
  2. by regulation;
  3. for security reasons;
  4. to maintain or improve our Network;
  5. to introduce technical improvements; or
  6. for other reasonable operational reasons,
    we may make those changes by giving reasonable notice where reasonably practicable.
2. If we propose a change that is likely to have a material adverse effect on your rights, Services or Charges, We will give you reasonable notice before the change takes effect.
Complaints
1. If you are unhappy with any aspect of our Services, we would like the opportunity to put things right.
2. Our Complaints Code of Practice (found at: https://www.e-volvesolutions.co.uk/complaints/) explains:
  1. how to make a complaint;
  2. how We will investigate it;
  3. how We will keep you informed;
  4. how We will try to resolve it; and
  5. how you may escalate your complaint if you are dissatisfied with our response.
3. If we are unable to resolve your complaint, We will explain any Alternative Dispute Resolution (ADR) scheme available to you and how you may refer your complaint if eligible.
4. We endeavour to respond to your complaint within 30 days of receipt.
5. Making a complaint does not affect your statutory rights.
Contacting Us
1. You can contact us using the details published on our website or within your Residential Service Agreement.
2. Our contact details are:
  Telephone: 0800 640 6343
  Email: [email protected]
  Website: https://www.e-volvesolutions.net
3. If our contact details change, we will publish the updated details on our website.
4. Please let us know promptly if your own contact details change so we are able to contact you about your Services.
Intellectual Property
1. We, and any of our licensors, shall retain ownership of all intellectual property and you shall not have any right to sub-license or grant rights to any third party in respect of the same.
General
1. Each party undertakes that it shall not, at any time during the Agreement, disclose to any person or entity any confidential information of the other party, except as permitted by law. However, either party may disclose such information to their employees, officers, representatives, contractor, sub-contractors and advisers.
2. Each party shall comply with their own data protection obligations.
3. This Agreement and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter or formation shall be governed by and construed in accordance with the law of England and Wales
4. Each party irrevocably agrees that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with this Agreement or its subject matter or formation.
5. We may transfer our rights and obligations under this Agreement to any third party without prior written notice or agreement.
6. You may not transfer your rights or obligations under this Agreement without our prior written agreement.
7. No variation of this Agreement shall be effective unless it is in writing and signed by both parties.
8. Unless expressly stated, this Agreement does not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this Agreement.
9. If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
10. If we delay enforcing any right under this Agreement, that does not prevent us from enforcing it later.
11. These Terms, together with your Residential Service Agreement and the documents referred to within it, form the entire Agreement between you and us in relation to the Services.
12. Nothing in this Agreement limits liability for fraud or fraudulent misrepresentation.

2026 Residential T&C’s

2025 Residential T&C’s

2024 Residential T&C’s