E-Wire Full Terms & Conditions

Last updated: January 2025
1

Introduction and Application

These Terms and Conditions govern the provision of internet and telecommunications services by Jiwa Holdings Ltd t/a E-Wire (Company No. 10622364), whose registered office is Courtenay House, Pynes Hill, Exeter, England, EX2 5AZ ("E-Wire").

These Terms apply to both business customers and consumers. Where the Customer is a consumer (or microbusiness as defined by Ofcom), additional rights apply under UK consumer law and Ofcom's General Conditions, including the right to cancel within 14 days for distance contracts and protections against unfair terms.

2

Definitions

Agreement: The service contract comprising the order form, these Terms, and any SLA.
Activation Date: The date Services are first made available.
Customer: The business, consumer, or authorised representative contracting with E-Wire.
Customer Premises Equipment (CPE): Modems, routers, or other equipment supplied by E-Wire.
Service: The internet and telecommunications services provided by E-Wire.
SLA: The Service Level Agreement which forms part of this Agreement.
3

Orders, Pricing, and Price Changes

3.1

Orders become binding once accepted by E-Wire.

3.2

Prices are as stated on the order form and are exclusive of VAT unless otherwise stated.

3.3

E-Wire may increase charges by giving not less than three (3) months' prior written notice to business customers.

3.4

For consumer and microbusiness customers, E-Wire will provide at least 30 days' notice of any detrimental price increase and the right to exit the contract without penalty.

4

Service Performance & SLA

4.1

E-Wire provides internet access services at speeds of up to 100 Mbps and up to 1 Gbps, depending on the package purchased.

4.2

Service availability is targeted at 99.9% each month. If availability falls below this, service credits apply as detailed in the SLA.

4.3

As per the SLA:

  • 24x7x365 network monitoring
  • Proactive fault management
  • Notification of faults within 60 minutes
  • Engineer dispatched with replacement equipment within 4 business hours for CPE failure
  • Critical/urgent calls receive a callback within 30 minutes
4.4

If availability falls below 94.99%, the Customer has the right to cancel the Agreement without penalty.

5

Fault Reporting

5.1

Faults may be reported by telephone on 0207 862 6010 during office hours or the same number out of hours.

5.2

Secondary contact: +44 7469 682481.

5.3

Non-emergency faults may be reported by email to support@e-wire.co.uk.

6

Termination and Cancellation

6.1

The Agreement commences on the Activation Date and continues for the Initial Term stated in the order form.

6.2

Customers may terminate on not less than three (3) months' written notice expiring no earlier than the end of the Initial Term.

6.3

If a Customer cancels early, all charges for the remainder of the contract term shall become immediately payable.

6.4

Upon termination, E-Wire reserves the right to recover any equipment it owns.

6.5

E-Wire may suspend or terminate services in cases of non-payment, breach, insolvency, or regulatory requirement.

7

Liability

7.1

Nothing in this Agreement excludes or limits liability for death, personal injury, or fraud.

7.2

E-Wire's total liability to the Customer shall not exceed £10,000,000 (ten million pounds) in respect of any one event or series of events.

7.3

E-Wire shall not be liable for indirect or consequential losses, loss of profits, loss of business, or loss of goodwill.

8

Complaints and ADR

8.1

Customers may raise complaints by calling 0207 862 6010 or emailing support@e-wire.co.uk.

8.2

If the Customer is a consumer or microbusiness and remains unsatisfied, the matter may be referred to an Ofcom-approved Alternative Dispute Resolution (ADR) scheme.

9

Changes to Terms

9.1

E-Wire may amend these Terms by giving notice to the Customer via email.

9.2

For consumers and microbusinesses, material changes entitle the Customer to terminate without penalty if the change causes material detriment.

10

Data Protection & Privacy

10.1

E-Wire will comply with all applicable data protection laws, including the UK GDPR and Data Protection Act 2018, in relation to the processing of personal data.

10.2

E-Wire will use Customer data only for the purposes of providing the Services, managing the Customer relationship, and meeting legal or regulatory obligations.

10.3

E-Wire may monitor, record, store and use communications (including telephone and email communications) with the Customer for training, quality assurance, fraud prevention, and compliance purposes, as permitted by law.

10.4

The Customer acknowledges that E-Wire may be required by law, regulation, or court order to intercept, monitor, or disclose communications or data, and agrees that E-Wire will have no liability for complying with such obligations.

10.5

Further information on how E-Wire processes personal data is available in the E-Wire Privacy Policy (as published on www.e-wire.co.uk).

11

Governing Law

11.1

This Agreement is governed by the laws of England and Wales.

11.2

The courts of England and Wales shall have exclusive jurisdiction over any disputes.

JIWA Holdings Ltd t/a E-Wire

Company No. 10622364

Address

Courtenay House, Pynes Hill, Exeter, England, EX2 5AZ

Contact

Support@e-wire.co.uk
+44 (0) 20 7862 6010