# Terms of Use: America House Fast Internet Version 1.3 ## 1. About these terms These terms are the agreement between RODMENA LIMITED ("we", "us") and the person who agrees to them for a flat at America House ("you"). You can be the owner or the tenant of the flat. You agree as a consumer, for your own household. Your agreement is made up of these terms and your agreement details. Your agreement details are your flat, your monthly price, when your service starts and your contract summary. We show them to you before you agree and confirm them by email afterwards. RODMENA LIMITED is a company registered in England and Wales, company number 16472788. Registered office: 14 Keppel Row, America House, Flat 2, London, England, SE1 0FB. VAT registration number GB524260713. Email: support@rodmena.co.uk. ## 2. Starting your service - You agree by opening the personal link we email you, reading these terms and your agreement details, and pressing "I agree". Your agreement starts on that day. - Your billing starts on the 1st of the month in which you agree. Your first invoice is for that whole month, including the days before you agreed, and we email it to you when you agree. We show you the date and the amount before you agree and confirm them by email. - If you are not connected yet, we connect you as soon as we can. - If you want us to provide the service during your 14-day cancellation period, tick the box asking us to provide it straight away. Section 3 explains what this means if you cancel. ## 3. Your right to cancel in the first 14 days - You can cancel within 14 days of the day you agreed, without giving a reason. Tell us clearly, for example by email to support@rodmena.co.uk. You can use the model cancellation form in your confirmation email, but you do not have to. - If you cancel in time, we refund anything you have paid within 14 days of hearing from you. If you did not ask us to provide the service straight away, you owe nothing. - If you asked us to provide the service straight away, you pay only for the days of service from the day you agreed until the day you told us, and we refund the rest. ## 4. The service - We provide internet access to your flat over the building's shared full-fibre connection, using the equipment we install in your flat. - The speeds you can expect are given in your contract summary. Speeds can vary with the time of day and with how busy the shared connection is. - If your speed is regularly below the minimum in your contract summary, tell us. We will test it with you at agreed times; if most of those tests show speeds below the minimum, that counts. If we cannot fix it within 30 days, you can end your agreement straight away without charge. - The service does not include a phone line. You cannot use it to call 999 or 112. Please keep a mobile phone available for emergencies. - We sometimes need to carry out maintenance. Where we can, we tell you at least 48 hours in advance and do the work at a quiet time. - To report a fault, email support@rodmena.co.uk. We aim to reply within one working day and to fix faults as quickly as we reasonably can. ## 5. Paying - Your monthly price is in your agreement details. It includes VAT. - We email you an invoice on the 1st of each month for that month, in advance. Your first invoice is sent when you agree (section 2). Payment is due by the 14th, or 7 days after the invoice date if that is later. - Pay by bank transfer or standing order to the account shown on your invoice, and always quote your personal payment reference. A payment without the reference may take longer to reach your account. - Each invoice is for one calendar month, except your last, which covers only the days up to the end of your agreement, and the cases in section 3. - We do not charge late-payment fees or reconnection fees. - If you pay more than you owe, the extra stays as credit for your next invoice. We refund it if you ask, or when your agreement ends. ## 6. If a payment is missed - 7 days after the due date, we email you a reminder. - 21 days after the due date, we email you a final notice. It tells you the earliest date your service could be disconnected. - We may disconnect your service only from the later of 28 days after the due date and 7 days after the final notice. A person at RODMENA reviews every case first, including whether you may be in vulnerable circumstances. We never disconnect automatically. - Before disconnecting, we will try to reach you by a second route (for example a letter to your flat) and consider limiting your service first, where we can. - We follow our policy for customers in vulnerable circumstances or in debt, published at https://americahouse.net/vulnerability. - If you are finding it hard to pay, please tell us. We would rather agree a payment plan with you. - Once the overdue amount is paid, we reconnect your service as soon as we reasonably can. ## 7. Our equipment - The equipment we install in your flat, such as the router, cabling and access points, belongs to RODMENA LIMITED. - Please take reasonable care of it. Do not open, tamper with or move it, and give us reasonable access, at a time agreed with you, to install, repair or collect it. - If it is lost or damaged through the fault of you or your household, beyond normal wear and tear, you pay the reasonable cost of repair or replacement. We tell you the cost before charging it. You do not pay for faults we cause or for normal wear and tear. ## 8. Using the service fairly - Use the service lawfully, for your own household in your flat. - Do not resell the service or share it outside your flat. - Do not use it to attack, disrupt or gain unauthorised access to any network or device, including the building network and other residents' connections. - We may suspend your service immediately if we need to stop serious misuse or protect the network. We will tell you why as soon as we can. ## 9. Changes to these terms or your price - We may change these terms or your price. We will email you at least 30 days before the change takes effect. Price changes will be stated in pounds and pence. - If a change is not to your advantage, you may end your agreement without charge before it takes effect. ## 10. Ending your agreement - You can end your agreement at any time by giving us 30 days' notice by email. Your service ends when the 30 days run out, and your last invoice covers only the days up to that date. - We can end your agreement by giving you 30 days' notice in the same way, or straight away if you seriously misuse the service (section 8). - When your agreement ends, we agree a time with you to collect our equipment, and we refund any credit on your account. - If you are moving out, please give us notice as early as you can. The next resident signs up separately. ## 11. Our responsibility to you - We provide the service with reasonable care and skill. - Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law. Your legal rights as a consumer, including under the Consumer Rights Act 2015, are not affected. - We are not responsible for losses that were not reasonably foreseeable when you agreed, or for business losses. ## 12. Complaints - If you are unhappy with our service, email support@rodmena.co.uk, or write to RODMENA LIMITED, 14 Keppel Row, America House, Flat 2, London SE1 0FB, and tell us what went wrong. We acknowledge every complaint within 2 working days and aim to resolve it within 2 weeks. - Our complaints code, published at https://americahouse.net/complaints, explains how we handle complaints. ## 13. Your information - We use your details to provide and bill the service, as described in our privacy notice at https://rodmena.com/privacy/. - When you agree to these terms, we keep a record of what you agreed to and when: the time, your email address, the version of these terms, your choices, and the internet address and browser you used. We keep this record while your agreement lasts and for 6 years after it ends. ## 14. Law - These terms are governed by the law of England and Wales. You can bring a claim in the courts of the part of the UK where you live. - Questions about these terms: support@rodmena.co.uk.