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Carnival Internet ("CARNIVAL", "we", "us" or "our") Residential Terms and Conditions

(trading under Carnival’s parent company AUDRA SOLUTIONS LIMITED)

Definitions used within these terms:

 

“Agreement”: these terms and conditions together with the documents listed at clause 1.5 form part of the contract.

“Cancellation Fees”: means charges incurred by the Customer for cancelling a Service or terminating this Agreement within the Minimum Term save where clause 3 comes into effect.

“Cooling-off Period”: 14 days from the date of either: (i) the Service start date; or (ii) the day you receive your order confirmation email; whichever is the later. If you ask us in writing to begin the Services during the Cooling-off Period and you cancel within 14 days, you will only be liable to pay for the Services actually supplied up to the point of cancellation, calculated on a pro rata basis.

“Commencement Date”: the date that the Customer receives the Services.

“Customer”: means the person entering into this Agreement or ‘you’ or ‘your’.

“Deliverables”: means the Loaned Equipment and services delivered or to be delivered under this Agreement provided by Carnival or any third party suppliers (as the case may be) to Customer pursuant to an order.

“Loaned Equipment”: any equipment (eg. Eero routers and mesh Wi-Fi devices) which we own or is part of our network, or any equipment that belongs to our service providers which we provide to you for the provision of the Services (this may new or refurbished but in good workable condition).

“Fees”: the amounts payable (including VAT) by the Customer for the Services during the Minimum Term or any extended term of this Agreement.

“IPR”: intellectual property rights in any Software, Deliverables, content or otherwise including: copyright, database rights, trademarks, design rights, patents and/or know how.

“Services”: the supply of Deliverables and ordered services.

“Software”: any software used to provide or generate the Deliverables and/or perform the Services.

“Minimum Term”: the minimum length of this Agreement from the point that the service goes live.

Any reference to the singular includes plural and vice versa (unless the context otherwise requires).

The Services

1. We provide our Services to Customers subject to the terms and conditions of this Agreement.
2. You may order our Services in the following ways: (i) from our website; (ii) over the phone from our agents; or (iii) or by speaking to one of face-to-face sales teams. You must be at least 18 years old and a UK resident to order our Services.
3. We may need to run a credit and/or identity check using third party agencies in advance of accepting your order. Once you have passed these, we will present you with a contract summary for you to accept, before sending you an order confirmation email confirming our acceptance of your order.
4. If we cannot provide you with the Service for reasons beyond our control, we shall notify you as soon as reasonably possible and this will end the Agreement. We will not charge you to end the Agreement unless it is due to the fault, negligence or false information provided by you or where it has been cancelled for an installation-related reason.
5. If we need any information from you to complete your order, you need to provide it to us in a timely manner to avoid delays.
6. To connect your service, you may require an engineer to visit your property to do some installation work in or around your property. Either you or someone that has your permission to authorise any work must be present and over the age of 18. If you are not the property owner, you must ensure you have permission from your landlord prior to placing your order. Failure to follow these rules will result in delays and Fees being applied.
7. This Agreement together with any additional/special terms set out in your order confirmation email and the following polices, which you must comply with, make up our “Agreement” and form part of the contract.

• Contract Summary (CIS)
• Pre-Contract Information (PCI)
• Acceptable Use Policy
• Privacy Policy
• Cookie Policy
• Complaints Policy

Loaned Equipment

1.  We or our partners will provide you with Loaned Equipment (such as ONTs, routers and mesh Wi-Fi devices) for you to connect and use to receive the Service. These are leased to you, as we will remain the owner of any such Loaned Equipment.
2. When you receive the Loaned Equipment, you agree to inspect it and let us know if there are any issues within 30 days of receiving it. If the Loaned Equipment is damaged, you must contact us so we can promptly arrange its replacement. Nothing in this clause limits your statutory rights, including any short-term right to reject under the Consumer Rights Act 2015 where applicable. Upon our inspection of the Loaned Equipment, if it is deemed the damage was caused by us, we shall replace it at our cost, however if we reasonably consider, on the balance of probabilities and after taking into account any evidence you provide, that the damage was caused by you, then we may charge you a fee set out in our Schedule of Charges (which is provided to you before sign up shown in your Contract Summary). If you disagree with our assessment, you may refer the matter to our complaints process and ultimately to the Communications Ombudsman.
3. We provide customers with a combination of new and refurbished devices to reduce our impact on the planet. As this does not impact the warranty, performance or price of the package, we do not give customers a choice between which they receive.
4. You agree that to provide a Service to you we can:
   1. request you to install, connect, keep, maintain and look after, in line with the manufacturer’s instructions and guidance, any Loaned Equipment at your home;
   2. request you download any necessary applications required for the use of the Loaned Equipment;
   3. enter or have an engineer enter your premises for the connection, maintenance, modification, replacement or removal of any such Loaned Equipment (at our cost);
   4. connect remotely to manage, repair or upgrade the Loaned Equipment.
5. We shall not be liable for any delay or issues where you don’t comply with subclauses (i) – (iv) of the preceding clause and/or you have (whether intentionally or not) obstructed the provision of the Services by your failure to adhere to the subclauses listed above.
6. Wholesale-owned ONTs or fibre termination equipment must not be moved, tampered with or removed.
7. If you cancel a Service within either the Cooling-off Period or thereafter, or in the event we have to terminate this Agreement with you and we've provided you with Loaned Equipment for that Service, the Agreement won't end until you return the Loaned Equipment. The following will also apply:

• You must return the Loaned Equipment to us within 30 days of cancelling a Service.
• If the Loaned Equipment is not returned within 30 days, you will have to pay a non-return fee as set out in our miscellaneous price list.

If we have received the return of the Loaned Equipment from you in a damaged, unacceptable or defaced condition, we reserve the right to charge you a fee as set out in our miscellaneous price list.

Miscellaneous/ Other useful information

1. Charitable Contributions: We shall contribute 1% of the net monthly Fees we receive from your account each quarter to a UK-registered charity. We will publish the identity of the charity for each financial year, together wuth the total amount donated, on our website by June 30^th each year following the close of the relevant financial year.

 Minimum Term & Cooling Off Period

1. This Agreement starts on the Commencement Date (not the date any Loaned Equipment is connected) and shall continue until terminated in accordance with the earlier of the Minimum Term as set out in order, or this clause.
2. If you wish to cancel your Service, you can do so at any time from either within our app or in the ‘customer’ section on our website (after you login).
3. Cancellation is subject to a 30-day notice period and may be subject to Cancellation Fees as set out in our miscellaneous price list and depending on where you are in your Minimum Term.
4. Your Service will last for a Minimum Term of 12 or 24 months depending on your preference and confirmed in your contract summary. Your Service & billing for the Service will start from the Service Commencement Date shown in your order completed email.
5. Once your Minimum Term ends, if you do not sign a new Minimum Term agreement, we will automatically move you onto our flexible monthly rolling plan on the prevailing rate at the time to ensure you don’t lose your Service. From then, you may leave at any time without paying any Cancellation Fees, by giving us 30 days’ notice. After the Minimum Term, we may also terminate the Agreement by providing 30 days’ notice to you.
6.  Where the Services have been ordered by any means that constitutes a distance contract (including via telephone, our website or mobile app) or an off-premise contract (including via door-to-door sales representatives, or at events, kiosks, pop-ups or anywhere other than our business premises), you can change your mind and cancel the Service within the Cooling-off Period.
7. If we have already started providing a Service, you are liable to pay us the full Fees of the Service received; anything used which is not covered by the Fees; and any connection, activation or courier fees.

Charges & Fees

1. All Fees shall be subject to payment as soon as you receive the bill, however, you can choose the date each month the direct debit shall be taken from their account. 
2. Any bills not settled in full (unless there is a pending dispute) shall entitle us to charge interest at the rate of 4% per annum above the base rate of Barclays Bank Plc then in force from the due date until the date when we receive full payment from you. We further reserve the right to pass on any third-party fees we incur directly as a result of recovering any sum you owe us and we reserve the right to employ debt collection agencies to assist collecting your debt via a third party.
3. If you don’t pay a bill, we have the right to suspend or terminate a Service.  We will wait until 30 days after the date your payment was due. However, if you have failed to pay a bill on time prior to this occasion, we may suspend or terminate a Service earlier.
4. If you think we’ve made a mistake on your bill, tell us straight away. We will not suspend or terminate the Service while we investigate the matter. Once the dispute is resolved we reserve the right to charge you interest on correctly invoiced sums from the original due date.
5. If you are in material default of any terms of this Agreement, all of the Fees together with interest shall immediately become payable.
6. In the event an engineer is booked to visit your premises for any reason, and they are unable to complete their work because of you, your failure/actions, the absence of a person over the age of 18 or failure to obtain the landlords permission (where relevant), then a charge as set out in our miscellaneous price list may be applied.

 

Changes to the Fees, Services or this Agreement

1. We will endeavour not to raise Customers’ Fees while they are within a Minimum Term with us. 
2. We reserve the right to change the Fees for Customers on the flexible monthly rolling plan (which you are automatically moved onto when your Minimum Term ends) at any time by providing 30 days notice. Customers on this plan are eligible to enter into a new Minimum Term contract at any time to mitigate such changes.
3. Any pre-agreed increase to your monthly price during the Minimum Term will be set out in pounds and pence, and the date on which it takes effect will be specified, in your Contract Summary before you sign up, in accordance with Ofcom’s General Condition C1.7. We will not increase your monthly price during the Minimum Term other than as set out in your Contract Summary. We may make other changes to the Services, Service features or the terms of this Agreement, including price changes after the Minimum Term ends, by giving you at least 30 days’ written notice by email, unless the change is: (i) exclusively for your benefit; (ii) purely administrative and has no negative effect on you; or (iii) directly imposed by law.If we notify you of any changes of this nature (excluding points (i) – (iii)) and you do not agree with them, you may terminate your Service by giving us 30 day’s notice, which you may give at any time within the 30 days of receiving our notice of the change. If you choose to do this, you will not be liable for any Cancellation Fees except for the Service Fees for the period we delivered the Service to you.
4. Where you move home and we can serve the new property and you transfer your Service then no Cancellation Fees will be due. In the event we are unable to service the new address you may terminate the Agreement without paying Cancellation Fees. You will remain liable for the Fees up to the date the Service ends, and for the return of any Loaned Equipment in accordance with the Loaned Equipment clauses above.
5. You may upgrade or downgrade your package to another available at any time by going into our portal and making the request. Your following bill will be pro-rated to reflect this change.

Use of Service

1. We may limit, suspend (in part or fully) or terminate a Service immediately if any of the following apply:

• We can't provide a Service (or part of it) anymore, or we have suspended or restricted a related service;
• You seriously misuse a Service;
• We have a reasonable belief, based on objective evidence, that you have engaged in criminal, illegal, unlawful or fraudulent activity in connection with the Service, or that you are using the Service to send, communicate, knowingly receive, upload, download or use material that is offensive, abusive, indecent, defamatory, obscene, menacing, or intended to deceive. Before suspending or terminating on this basis, except where we are required to act immediately by law or to protect the network, we will notify you and give you a reasonable opportunity to respond. Where we terminate the Service in reliance on this sub-clause and the matter is subsequently found (whether through our complaints process, by an ADR scheme or by a court) not to have justified termination, you will not be liable for any Cancellation Fee in respect of that termination and any such fee already paid will be refunded;
• We have to end the agreement by law or in line with a regulation;
• If you cancel your direct debit and we haven't agreed another way you can pay.

2. If we suspend or terminate a Service, we'll tell you what you need to do to restore it.
3. If you're still within the Minimum Term when we decide to terminate a Service for any reason listed in clause 4.1, you'll have to pay a Cancellation Fee.
4. You may have to pay the Fees for a Service during a period of suspension, up until it ends.
5. Services are for personal residential use only and must not be used for commercial hosting of public-facing servers or resale of the Service to third parties. For the avoidance of doubt, working from home (including remote employment, freelancing and home-office use) and incidental personal business use are permitted.

Intellectual Property Rights

1. Ownership of all IPR in the Loaned Equipment and any and all software or hardware systems required to use and operate, or which form part of, any of the Services are the exclusive property of ours or our licensors.
2. Subject to clause 5.1 above, all IPR in the Deliverables is solely granted to us or our licensors at all times.
3. You agree to the flow down terms in respect of third-party Software contained in the Deliverables, where applicable.

Data Protection

1. If either party discloses to the other any personal data relating to any individual for the purpose of controlling or processing such data, the disclosing party undertakes that it has prior obtained the necessary consent from the relevant individuals or ensure that it otherwise has the right under the Data Protection Act 2018 or other relevant local data protection laws and regulations to provide such data to the receiving party. 
2. We process your personal data as necessary for the performance of this Agreement, for compliance with our legal obligations, and for our legitimate interests as described in our Privacy Policy. Where we rely on consent for any specific processing activity (for example, certain marketing communications), we will ask for that consent separately and you may withdraw it at any time without affecting the Services.
3. We may share information with credit-reference agencies, fraud-prevention services, and law enforcement where required by law.

Our Obligations

1. We shall use reasonable skill and care in providing the Services. You acknowledge and agree that we cannot (and do not) guarantee, represent or warrant that the Service(s) will be error-free or uninterrupted.
2. We will repair or replace any Loaned Equipment that becomes defective or faulty that prevents you using the Service so long as:

• Your actions, misuse or negligence did not cause the fault
• You have an active and valid contract with us for the Loaned Equipment

3. Except as expressly set out in clause 9.2 above, all warranties, conditions and other terms are excluded including any implied conditions, warranties or other terms as to satisfactory quality or fitness for purpose.

 

Liability

1. The maximum amount of compensation we’ll pay you in any 12-month period shall not in any event exceed in the aggregate the greater of (i) 150% of the total Fees paid by you in the 12 months preceding the date of the relevant claim; and (ii) five thousand pounds (£5,000) regardless of whether such liability arises from a breach of contract, in tort or otherwise.
2. Save for clause 9.1, we will not be responsible to you for the following:

• Any delay or failure caused by something beyond our reasonable control, such as lightning, flood, severe weather, fire, explosion, terrorist activities, epidemic, pandemic, riots, war, anything done by a government or other public authority, or strikes or other industrial action.
• You cancel the Agreement.
• Any loss you suffer caused by you using a Service in a way that infringes this Agreement.
• Any commercial or businesses loss.
• Any loss or damage caused by malware or the unauthorised use of a service on any of your devices.
• Any faults outside of our control (as some of our Service are provided over 3rd party networks).

3. Neither party shall be liable for any loss of revenues, loss of profits, business interruption, or indirect or consequential loss. Nothing in this Agreement excludes or limits any liability that cannot lawfully be excluded or limited, including any right you may have to compensation under Article 82 of the UK GDPR for damage suffered as a result of an infringement of data protection law. Liability is not excluded for (a) fraud or fraudulent misrepresentations, and/or (b) death or personal injury caused by the negligence of either party. We shall not be liable for any loss howsoever arising from or in connection with your interpretation of the Deliverables.

Service Level Agreements

1. There may be occasional interruptions or disruptions due to technical issues or maintenance activities by our suppliers that is outside of our control. When this happens, we will try to let you know in advance, or get you re-connected as quickly as possible but we cannot guarantee to the service being always perfect and fault free.
2. When you report a fault to us, our team will go through a series of diagnostic steps to identify whether the issue lies within the network, a piece of faulty Loaned Equipment or if it is due to interference caused within your premises.
3. Upon successfully diagnosing the issue is based in our network, we will aim to have you reconnected within 48 hours of this diagnoses.
4. If your broadband Service goes down and you report it to us and/or we are late when activating or repairing your broadband connection, and/or if we miss your engineer appointment, you’ll get the following compensation: As at 1 April 2026 these are £10.34 per day for delayed repairs (after two full working days), £32.65 if we fail to send an engineer on the date agreed and £6.50 per day for a delay to the start of a new service. These amounts are adjusted by Ofcom annually in line with CPI on 1 April each year, and our payments will reflect the prevailing scheme rate at the time of the qualifying event. 
5. Our services rely on wholesale networks, and repair times or performance may depend on those networks and suppliers.
6. Minimum Guaranteed Speed clause:

• We will provide estimated speeds at the point of sale.
• If your download speed falls below the Minimum Guaranteed Speed, you must complete diagnostics.
• If the issue cannot be fixed within 30 days, and it is not caused by customer equipment, wiring or Wi-Fi, you may leave early without cancellation fees.

Miscellaneous

1. We do not provide voice services at this time. If you choose to take our broadband service and currently have a landline phone number then you will lose it unless you agree with another provider to keep it before contracting with us. Some third-party services such as burglar alarms and fall alarms use a traditional phone line and without it, you may no longer be able to use your current system, or the system may need upgrading beforehand. You will also need to ensure you have access to emergency services such as being able to call 999 on a mobile or a similar device in the absence of a landline or in the event of a power failure if using our service with a third-party provider of Voice-over-IP (VOIP) telephony services. 
2. Both parties shall comply with all applicable laws, statutes and regulations relating to anti-bribery and anti-corruption including but not limited to the Bribery Act 2010.
3. This Agreement supersedes all prior agreements, arrangements and understandings between the parties and constitutes the entire agreement between the parties relating to the subject matter hereof.  For the avoidance of doubt, nothing in this clause excludes or limits the binding nature of the Contract Summary or the Pre-Contract Information provided to you under Ofcom General Condition C1.  In the event of conflict these terms and conditions shall prevail over any quotation or contract summary, except where the Contract Summary or Pre-Contract Information contains terms that are more favorable to you, in which case those terms shall prevail. 
4. This Agreement shall supersede any terms and conditions referenced or stated in any order, issued in respect of the goods or services to be supplied under this Agreement, unless the parties sign a written agreement to amend these terms and conditions.
5. Any notice given hereunder shall be by post or email. Notices to Carnival shall be sent to the email or postal address shown on the Contact Us page of our website. Notices to you shall be sent to the email or postal address you have provided to us. Notice is deemed given on the next working day after sending by email and two working days after sending by first-class post.
6. No term of this Agreement shall be enforceable by a third party.
7. End-of-Contract and Annual Best-Tariff Notifications: Between 10 and 40 days before the end of your Minimum Term we will send you a notification by email (and by SMS where we hold a mobile number for you) telling you: (a) the date the Minimum Term ends; (b) the Services covered by this Agreement; (c) the price you currently pay; (d) any price changes that will apply once the Minimum Term ends; and (e) the best tariffs we then offer for the same or equivalent Services. While you remain on our flexible monthly rolling plan we will send you the same best-tariff information at least once every 12 months. 
8. Switching (One Touch Switch): If you wish to switch to another communications provider, you may use the One Touch Switch service. Once you contact your new provider and confirm you wish to switch, your new provider will manage the switch on your behalf. We will provide you with information about any early termination charges, outstanding equipment fees and the implications of switching before the switch is confirmed
9. Vulnerable Customers: We recognise that some customers may need additional support due to age, disability, illness, bereavement or financial difficulty. If you would like to register as a vulnerable customer, or you tell us about circumstances that may affect your ability to use the Services or pay your bills, we will work with you to provide appropriate support, including (where suitable) tailored payment arrangements, priority fault repair, and information about alternative options such as social tariffs. 
10. Complaints and Alternative Dispute Resolution: If you have a complaint and we have not resolved it to your satisfaction within six weeks of you first raising it, or if we send you a deadlock letter sooner, you may refer the complaint free of charge to our Alternative Dispute Resolution scheme: the Communications Ombudsman (commsombudsman.org). The decision of the ADR scheme is binding on us if you accept it. 
11. English lay applies and in the event of a dispute the parties agree to submit to the jurisdiction of the English courts.