Table of Contents
- The Basics
- The Ordering Process
- The Installation Process
- The Contract
- The Cost
- The Services
- Restrictions on Use
- Ending the Contract
- Infinics’ Liability
- Changes to the Contract
- Entire Agreement
- Third Party Rights
- Law and Jurisdiction
Welcome to Infinics Limited (Infinics). We are an independent Internet Services Provider, registered as a limited company with the following details:
- Registered Office Address: Infinics Limited, Marina Court, Castle Street, Hull, HU1 1TJ.
- Company Number: 12211685.
Infinics offers a range of internet packages, Voice Over Internet Protocol (VoIP) packages, as well as mixed bundles of the aforementioned packages to domestic and business customers. These Terms and Conditions (T&Cs) reflect the agreement between Infinics and the Customer and are the basis upon which Infinics will provide the service and associated equipment to the Customer.
The Customer accepts these T&Cs by ticking the "I accept the Terms & Conditions" box on Infinics' website or by processing an order through third-party payment processors like GoCardless. If the order process cannot be completed online, the T&Cs will be provided to the Customer, and acceptance occurs when requesting that Infinics provide the Services.
Nothing in these T&Cs affects the customer's statutory rights.
In these T&Cs, unless the context states or requires otherwise, the following meanings apply:
- Contract: The agreement between Infinics and the Customer incorporating these T&Cs, the information on the Infinics Customer Application Form, and the terms of the Package.
- Customer Application Form: The online registration form available on the Infinics website (also available in hard copy upon request).
- Content: Data, information, video, graphics, sound, music, photographs, and any other material (in any form) made available to the Customer via the internet through the provision of the Services.
If you have any questions or need assistance, our customer service team is here to help. You can reach us at 03333444043 or email us at firstname.lastname@example.org.
The Ordering Process
2.1 To enter into the Contract with Infinics for the provision of the Services, the Customer must meet the following criteria:
- 2.1.1 Be 18 years of age or older.
- 2.1.2 Be a resident of the United Kingdom.
- 2.1.3 Be the occupier of the Installation Address.
- 2.1.4 Be authorized to request the provision of Infinics services.
2.2 In order to request the Services, the Customer must fully complete the Customer Application Form on the Infinics website. Alternatively, Infinics may provide alternative methods for the Customer to request the Services if they are unable to do so through the website. The Customer must clearly specify whether the provision of the Services is for domestic or business use during the Ordering Process.
2.3 The information provided by the Customer during The Ordering Process and throughout the Customer's dealings with Infinics must be accurate and true.
2.4 Upon receipt of the request for Services from the Customer, Infinics will consider the request and contact the Customer to confirm if it can provide the Services (usually if the Customer resides in an area covered by Infinics and is subject to a Survey).
The Installation Process
3.1 Prior to the commencement of the Service, it is necessary for various Infinics Owned Equipment to be fitted at the Installation Address. Typically, this equipment includes a WiFi router and ONT (Optical Network Terminal) that connects to the fibre entering the property.
3.2 Prior to installation, Infinics will instruct a Survey at the Installation Address. The purpose of the survey is to establish if the installation of the necessary equipment will be a standard or non-standard installation. A person who is over 18 and able to make decisions on behalf of the Customer must be present when Infinics conducts the Survey and installs the Infinics Owned Equipment.
3.3 In the event that it is determined that the installation will be a standard installation, this carries a fixed installation fee as stated on the Customer Application Form. The standard installation fee is payable by the Customer in advance of the installation (unless otherwise agreed between the Customer and Infinics). Please note that the standard installation fee is non-refundable.
3.4 In the event that it is determined that the installation will be a non-standard installation, Infinics will provide details of the cost of the non-standard installation. The non-standard installation fee is payable by the Customer in advance of installation (unless otherwise agreed by Infinics) if the Customer wishes to proceed. Similar to the standard installation fee, the non-standard installation fee is non-refundable.
3.5 The Customer is required to take good care of the Infinics Owned Equipment. In the event that the Infinics Owned Equipment is damaged by the Customer, Infinics may charge the Customer for repair or replacement.
3.6 The Customer must provide a minimum notice of one working day if an installation appointment cannot proceed. Failure to provide Infinics with reasonable notice will result in a missed appointment fee of £120.
4.1 The Contract commences when the following conditions have been met (and will usually be the date when condition 4.1.4 has been completed):
- 4.1.1 The Customer has completed the Provision of Internet Services Form and selected the required Package.
- 4.1.2 The Customer has set up a direct debit via GoCardless, or another payment method has been agreed at the discretion of Infinics.
- 4.1.3 The Survey and Installation Process have been completed, and the Installation fee has been paid by the Customer.
- 4.1.4 The Service has been connected and configured.
4.2 The Contract then operates for the duration agreed upon in the Customer Application Form (unless otherwise agreed between the Customer and Infinics). After this period, the Contract will continue to operate as a Monthly Rolling Contract, as detailed in clause 9.
4.3 To cancel the Services, the Customer must provide notice to Infinics using the contact details below. Clause 9.2 also applies in these circumstances for the retrieval of Infinics Owned Equipment.
Contact Details for Cancellation:
- Email: email@example.com
- Post: Infinics Limited, Marina Court, Castle Street, Hull, HU1 1TJ.
Where the contact details change, they will be updated on the Infinics website.
5.1 The Customer agrees to pay the Monthly Payment Amount on the Payment Date each month. The Monthly Payment Amount is payable to Infinics by the Customer monthly in arrears.
5.2 The first Payment Date commences on the final working day of the month, after the Service has been connected and configured, with subsequent monthly Payment Dates falling due on the same day of each month thereafter.
5.3 Infinics is committed to providing competitive pricing for its broadband services. We understand the importance of clarity and transparency when it comes to costs, which is why we offer our Price Guarantee Policy.
5.3.1 Price Lock-In
When you sign up for our fibre broadband service, your monthly subscription fee will remain the same for the duration of your Contract term. This ensures you have price stability and peace of mind throughout your service period.
5.3.2 Price Monitoring
We continually monitor the broadband market to ensure our pricing remains competitive. If, during your Contract term, we reduce the price of the same service or a comparable package, you have two options:
- Stay on Your Current Contract: You can choose to remain on your existing Contract and continue enjoying your service at the original price until your Contract expires.
- Renew Your Contract at the New Lower Price: Alternatively, you have the option to contact us anytime during your Contract term to renew your Contract at the new, lower price. This means that you will benefit from the reduced rate without having to wait.
5.4 Additional Charges
5.4.1 While we strive to maintain competitive pricing, there may be additional charges associated with your service. These charges could include non-standard installation fees, equipment replacement or repair costs, and missed appointment fees.
5.4.2 Any additional charges will be clearly communicated to you before they are incurred, and your consent will be obtained where necessary. You can find details of these charges on our website or by contacting our customer service team.
5.4.3 In the event of missed payments or late payments, Infinics reserves the right to apply late payment fees as specified in your Contract terms.
6.1 The Services provided by Infinics allow the Customer to access the internet and, where applicable, have a VoIP connection. The Services are solely for the Customer and their household (in the case of a domestic Customer), or solely for the use of the Customer and their employees at the Installation Address (in the case of a business Customer). In the event that the Customer takes the Services as a domestic Customer, the Services must not be used for business purposes.
6.2 Infinics also provides Infinics Owned Equipment to allow the Customer to access the internet. The Customer is responsible for how they use the equipment and the Services.
6.3 The Customer is responsible for providing their own Devices to view Content.
6.4 Infinics will provide the Services to the Customer with reasonable skill and care and will make all reasonable effort to ensure that the Customer’s bandwidth is accurate relative to the Package selected by the Customer. However, due to the nature of the Services and equipment used to provide it, Infinics can’t guarantee that it will be available all the time.
6.5 Reporting Faults
Where faults occur, Infinics will correct reported faults with Infinics Owned Equipment and/or the Services as soon as it reasonably can. Where a fault develops, the Customer must advise Infinics as soon as possible using the following contact details:
Where the contact details change, they will be updated on the Infinics website.
6.6 Where a fault with the Infinics network results in a complete failure of the Services and Infinics are unable to repair the fault within 3 working days from the date that it is reported by the Customer, the Customer’s account will be credited for each day that the Service is unavailable. The cost of each day's Service will be calculated as follows: Monthly Payment Amount multiplied by 12, divided by 365. A “complete failure of the Services” means an uninterrupted inability of the Customer to access the internet and (where applicable) make VoIP calls using the Infinics network. Where the fault is reported by the Customer after 5 pm, or on a weekend, or Bank Holiday, the fault will be classed as reported at 9 am on the next working day.
6.7 Where a fault occurs, Infinics will repair or replace any faulty Infinics Owned Equipment at no cost to the Customer, unless clause 6.8 applies.
6.8 Customer Misuse
If a fault occurs due to the Customer’s misuse of the Infinics Owned Equipment and/or the Customer’s negligence, no refund and/or credit will be given to the Customer in respect of the resulting downtime and/or disturbances to the Service, and Infinics may make the following charges to the Customer:
- Reasonable costs of repair and/or replacement of the Infinics Owned Equipment and/or any other remedial work required as a result of the Customer’s actions;
- A reconnection fee of £25.00.
6.9 Infinics may temporarily suspend the Service in the case of an emergency, or for operational reasons, maintenance, or improvements. Where suspension of the service is necessary, where practicable, Infinics will give as much notice to the Customer as is possible in the circumstances.
6.10 Infinics may from time to time, vary the technical specification of the Service or alter any code or number associated with the Service. Infinics will give the Customer as much notice of any such changes as is reasonably practicable, where such changes can affect the Customer’s Service.
6.11 The Services provided by Infinics allow the Customer to access the internet. The internet is separate from the Services, and use of the internet is at the Customer’s own risk and is subject to any applicable laws. Infinics cannot take responsibility for any goods, services, information, photographs, media content, software, or any other materials and/or content uploaded, downloaded, or otherwise obtained or viewed by the Customer via the internet.
6.12 The Customer is only permitted to use Infinics Owned Equipment to connect to the Infinics network.
6.13 All content and/or any other material which is provided to the Customer during the provision of the Services is for the Customer’s own use, and the Customer must not copy, change, or publish the material or supply it to any other person for any purpose unless the Customer has first obtained express written consent from Infinics.
6.14 Infinics and our suppliers own all intellectual property rights associated with the Provision of the Services, and none of these rights are transferred to the Customer by their use of the Service.
6.15 The Customer must provide a minimum notice of one working day if a maintenance appointment cannot proceed. Failure to provide Infinics with reasonable notice will incur a missed appointment fee of £120.
7.1 To access our Services, you will be provided with a set of unique usernames and passwords (collectively referred to as "Security Information"). It is crucial that you safeguard this Security Information and do not share it with anyone.
7.2 If you suspect a security breach or believe that your Security Information has been compromised, please notify Infinics immediately.
7.3 Failure to maintain the security of your Security Information or to promptly report a security breach may result in liability for any losses suffered by Infinics and any reasonable costs incurred to rectify the breach. Please note that no refund or credit will be issued for any resulting downtime or disturbances to the Service.
7.4 Sharing Security Information or experiencing security breaches may impact your connection's speed and could lead to your connection being terminated if another user accesses the internet using your Security Information.
7.5 Infinics reserves the right to suspend your Services or change your Security Information if there is reason to believe a security breach has occurred or if there is suspected misuse of the Services.
7.6 It is your responsibility to promptly inform Infinics of any changes in your details, including your address, contact information, and, where applicable, bank details.
7.7 While Infinics provides firewall services as part of the Service, it is important to understand that this alone may not be sufficient to protect your devices from malware, viruses, or other malicious software when accessing the Internet. We strongly recommend installing reputable and up-to-date anti-virus software on your devices to enhance your security. You acknowledge that Infinics is not liable for any losses resulting from your internet access. It is also your responsibility to back up important documents and data to prevent loss in case your device becomes corrupted or compromised.
7.8 Infinics may take action if we believe any of your Devices are infected by malware, such as a computer virus, or if they attempt to access a website containing malicious content. This action may include implementing network-level safeguards to prevent the spread of malware or restrict access to malicious websites. However, this does not diminish your responsibility for your use of the Services, as outlined in these Terms and Conditions.
Restrictions on Use
8.1 You agree to use our Services in compliance with all applicable laws, regulations, and these Terms and Conditions. Additionally, you agree not to use the Services:
- 8.1.1 For any unlawful or fraudulent activities.
- 8.1.2 To engage in or promote any harmful, offensive, or illegal content, including but not limited to hate speech, harassment, or any form of discrimination.
- 8.1.3 To transmit any viruses, malware, or other harmful code.
- 8.1.4 To interfere with, disrupt, or damage our network, equipment, or the Services of other customers.
- 8.1.5 In a manner that violates the privacy or intellectual property rights of others.
- 8.1.6 To engage in any spamming, phishing, or unsolicited communication activities.
- 8.1.7 To resell, share, sublicense, or distribute our Services without our explicit written consent.
8.2 Infinics reserves the right to monitor and investigate any suspected violations of these restrictions. If we determine that you have violated these Terms and Conditions, we may take appropriate actions, including suspending or terminating your Services.
8.3 Infinics shall not be responsible for any loss or damage resulting from your violation of these restrictions, and you may be held liable for any such losses incurred by Infinics or third parties.
Ending the Contract
9.1 The Contract between you and Infinics will continue for the duration specified in the Customer Application Form or any agreed-upon extension, unless terminated in accordance with these Terms and Conditions.
9.2 Termination by You
9.2.1 If you are a consumer (a domestic Customer not using the Services for business purposes), you have the right to cancel the Contract within 14 days from the date of your order ("the cooling-off period"). If we have already started providing the Services, you will be responsible for paying us the full costs of the Services received up to the cancellation date, and a cancellation fee may apply.
9.2.2 To cancel the Services during the cooling-off period, please notify Infinics using the contact details below:
- Email: firstname.lastname@example.org
- Post: Infinics Limited, Marina Court, Castle Street, Hull, HU1 1TJ.
9.2.3 In case of changes to contact details, updates will be available on the Infinics website.
9.3 If you are a business Customer or if the cooling-off period has passed for consumers:
9.4 Termination by Infinics
9.4.1 Infinics reserves the right to terminate the Contract or suspend your Services immediately if:
- 188.8.131.52 You breach these Terms and Conditions, including but not limited to the restrictions on use outlined in Section 8.
- 184.108.40.206 We believe that you have provided false or misleading information during the ordering process.
- 220.127.116.11 There is evidence of fraudulent or illegal activity in connection with your use of our Services.
- 18.104.22.168 You fail to pay any fees or charges when due.
- 22.214.171.124 You breach any applicable laws or regulations regarding your use of the Services.
- 126.96.36.199 You exhibit behaviour judged by Infinics to be abusive (in language or behaviour) to Infinics employees, or those acting on behalf of Infinics.
9.4.2 In case of termination by Infinics, you may be responsible for any losses or damages incurred by Infinics due to your actions.
9.5 Following the initial Contract term, the Contract will automatically convert to a Monthly Rolling Contract, which can be terminated by providing us with one month's notice. If you wish to terminate the Monthly Rolling Contract, please notify us using the contact details specified in clause 9.2.2 above.
9.6 Termination will not affect any rights, obligations, or liabilities that have accrued prior to termination.
10.1 Infinics is committed to providing you with reliable Services, but we cannot guarantee uninterrupted or error-free access to the internet due to the nature of the Services and the technology involved. Therefore, our liability is subject to the following terms:
10.2 Service Availability and Faults
10.2.1 Infinics will provide the Services to you with reasonable skill and care, striving to ensure that your bandwidth corresponds to the Package you've selected. However, due to factors beyond our control, we cannot guarantee 100% availability.
10.2.2 If faults occur, Infinics will make all reasonable efforts to correct reported faults with Infinics Owned Equipment and/or the Services as promptly as possible. If a fault develops, please contact us using the following details:
- Email: email@example.com
- Telephone: 03333444043
10.2.3 If a fault in the Infinics network results in a complete failure of the Services, and we are unable to repair it within 3 working days from the date you report it, we will credit your account for each day the Service is unavailable. The cost of each day's Service will be calculated as follows: Monthly Payment Amount multiplied by 12, divided by 365. A "complete failure of the Services" means an uninterrupted inability to access the internet and (if applicable) make VoIP calls via the Infinics network. If you report the fault after 5pm, on a weekend, or on a Bank Holiday, it will be considered reported at 9am on the next working day.
10.2.4 In the event of a fault, Infinics will repair or replace any faulty Infinics Owned Equipment at no cost to you, unless clause 10.2.5 applies.
10.2.5 If a fault occurs due to your misuse of the Infinics Owned Equipment and/or your negligence, no refund and/or credit will be issued for resulting downtime and/or disturbances to the Service. Infinics may charge you:
- 10.2.5.1 Reasonable costs of repair and/or replacement of the Infinics Owned Equipment and/or any other remedial work required due to your actions.
- 10.2.5.2 A reconnection fee of £25.00.
10.3 Service Suspension and Changes
10.3.1 Infinics may temporarily suspend the Service in emergencies, for operational reasons, maintenance, or improvements. We will provide you with as much notice as practicable in such cases.
10.3.2 Infinics may, from time to time, vary the technical specification of the Service or alter any code or number associated with the Service. We will provide you with as much notice as reasonably practicable if such changes affect your Service.
10.4 Internet Use
10.4.1 The Services provided by Infinics allow you to access the internet. However, the internet is separate from the Services, and your use of the internet is at your own risk and subject to applicable laws. Infinics cannot take responsibility for any goods, services, information, media content, software, or any other materials and/or content obtained or viewed by you via the internet.
10.5 Intellectual Property Rights
10.5.1 Infinics and our suppliers own all intellectual property rights associated with the provision of the Services, and none of these rights are transferred to you through your use of the Service.
10.6 In case of a maintenance appointment, you must provide a minimum notice of one working day if it cannot proceed. Failure to provide us with reasonable notice will incur a missed appointment fee of £120.
Changes to the Contract
11.1 Infinics may, from time to time, need to make changes to these Terms and Conditions or the Contract itself. We will provide you with as much notice as reasonably practicable if such changes affect your Service.
11.2 Changes to Pricing and Services
11.2.1 Infinics continually monitors the broadband market to ensure competitive pricing. If, during your contract term, we reduce the price of the same service or a comparable package, you will have two options:
- Option 1: You can choose to remain on your existing contract and continue enjoying your service at the original price until your contract expires.
- Option 2: Alternatively, you have the option to contact us anytime during your contract term to renew your contract at the new, lower price. This means that you will benefit from the reduced rate for the remainder of your contract term.
11.2.2 Our commitment to providing you with the best value doesn't stop at competitive pricing. We are also dedicated to delivering the highest quality of service, unmatched customer support, and innovative features to enhance your broadband experience.
11.3 Notification of Changes
11.3.1 Infinics will notify you of any changes to the Contract or these Terms and Conditions through one or more of the following methods:
- Email: We will send an email to the address you provided during the ordering process or any updated email address you've subsequently provided.
- Website Notification: We will post a notice on the Infinics website (www.infinics.co.uk).
- Written Notice: We may send you written notice through the post if we deem it necessary.
11.3.2 It is your responsibility to regularly check your email and the Infinics website for any notifications regarding changes to the Contract or these Terms and Conditions.
11.4 Acceptance of Changes
11.4.1 If you do not agree to the changes proposed by Infinics, you have the right to terminate the Contract as outlined in Section 9, "Ending the Contract."
11.4.2 If you continue to use the Services after the effective date of the changes, it will be considered as your acceptance of the modified Contract and Terms and Conditions.
11.4.3 If you terminate the Contract due to changes made by Infinics, you will not incur any early termination fees or penalties.
12.1 You agree to indemnify and hold harmless Infinics, its directors, employees, agents, and affiliates from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising from or in connection with:
12.2 Use of the Services
12.2.1 Your use of the Services, including but not limited to:
- Any breach of these Terms and Conditions or the Contract.
- Any violation of applicable laws, regulations, or third-party rights.
- Any misuse or unauthorized use of the Services.
12.3 Content and Material
12.3.1 Any content, information, data, video, graphics, sound, music, photographs, or other material (in any form) that you access, download, upload, or distribute via the Services.
12.4.1 Any claim that your use of the Services or the content you provide infringes upon the intellectual property rights or other rights of a third party.
12.5 Breach of Security
12.5.1 Any breach of security, including but not limited to:
- The loss, theft, or unauthorized disclosure of your Security Information.
- Any unauthorized access to your Service account.
12.6 Infringement of Third-Party Rights
12.6.1 Any claim that your use of the Services or the content you provide infringes upon the rights of a third party, including privacy rights.
12.2 In the event of any claim or legal action arising out of or related to any of the above circumstances, Infinics will promptly notify you, and you agree to cooperate fully in the defense of such claims. Infinics reserves the right to assume exclusive control over the defense and settlement of any such claims, and you shall not settle any claims without Infinics' prior written consent, which shall not be unreasonably withheld.
13.1 These Terms and Conditions, together with the information provided on the Infinics website, the Customer Application Form, and the terms of your selected Package, constitute the entire agreement between you (the Customer) and Infinics regarding the Services and supersedes all prior agreements, understandings, negotiations, and discussions, whether oral or written.
13.2 No Other Representations
13.2.1 You acknowledge and agree that you have not relied on any representations, warranties, or statements made by Infinics or its employees or agents that are not expressly set forth in these Terms and Conditions or the documents referenced herein.
13.3.1 Any amendments or modifications to this agreement must be made in writing and signed by both parties. Infinics reserves the right to make updates or changes to these Terms and Conditions, and such changes will be communicated to you as described in Section 11, "Changes to the Contract."
13.4.1 Any provisions of these Terms and Conditions that by their nature should survive termination or expiration will continue to apply after the termination or expiration of the Contract. This includes, but is not limited to, Sections 7 (Security), 8 (Restrictions on Use), 12 (Indemnity), and 15 (Complaints).
13.2 This agreement sets forth the entire understanding between you and Infinics regarding the Services and supersedes all prior discussions and agreements, whether oral or written. If there are any conflicts or inconsistencies between this agreement and any prior agreements, this agreement shall prevail.
Third Party Rights
14.1 These Terms and Conditions are intended to benefit you (the Customer) and Infinics Limited and are not intended to confer any rights or benefits upon any third party. No third party shall have the right to enforce any provisions of these Terms and Conditions under the Contracts (Rights of Third Parties) Act 1999 or otherwise.
14.2.1 Infinics may assign, transfer, or subcontract any or all of its rights and obligations under these Terms and Conditions without your consent. You may not assign, transfer, or subcontract any of your rights or obligations under these Terms and Conditions without the prior written consent of Infinics.
14.3 No Partnership or Agency
14.3.1 Nothing in these Terms and Conditions shall be deemed to constitute a partnership or agency relationship between you and Infinics, and neither party shall have the authority to bind the other party or incur any obligations on behalf of the other party without their prior written consent.
14.4.1 If any provision of these Terms and Conditions is deemed unlawful, void, or unenforceable for any reason, that provision shall be severed from these Terms and Conditions and shall not affect the validity and enforceability of the remaining provisions.
14.5.1 The failure of Infinics to enforce any right or provision in these Terms and Conditions shall not constitute a waiver of such right or provision unless acknowledged and agreed to by Infinics in writing.
14.2 This section clarifies that these Terms and Conditions are primarily for the benefit of you (the Customer) and Infinics Limited, and no third party has the right to enforce these provisions. It also addresses the potential assignment of rights and obligations, the absence of a partnership or agency relationship, the severability of provisions, and the waiver of rights by Infinics.
15.1 If you have any complaints about the Services or our handling of your account, please follow the steps outlined below:
15.2 Contact Customer Support
15.2.1 In the first instance, please contact our Customer Support team using the following details:
- Email: firstname.lastname@example.org
- Telephone: 03333444043
15.2.2 Our Customer Support team is dedicated to resolving your concerns promptly and efficiently. They will acknowledge your complaint and initiate an investigation into the matter.
15.3.1 If you are not satisfied with the resolution provided by our Customer Support team, you have the option to escalate your complaint to our Complaints Department.
- Email: email@example.com
- Telephone: 03333444043
15.3.2 Our Complaints Department will conduct a thorough review of your complaint and aim to provide a comprehensive resolution within a reasonable timeframe. You will be informed of the progress and outcome of the investigation.
15.4 Regulatory Authority
15.4.1 If you remain dissatisfied with the resolution provided by Infinics after following the above steps, you have the option to contact the relevant regulatory authority responsible for telecommunications and internet services in the United Kingdom. You may refer your complaint to:
2a Southwark Bridge Road
London, SE1 9HA
15.4.3 In your communication with the regulatory authority, please provide all relevant details, correspondence, and evidence related to your complaint. The regulatory authority will independently assess your case and provide guidance accordingly.
15.5 Document and Record
15.5.1 It is important to document and retain records of all communications and interactions related to your complaint, including dates, times, and names of individuals you have spoken with. This documentation may be useful in the resolution process.
15.6 Continuous Improvement
15.6.1 Infinics is committed to continuously improving our services and addressing customer concerns. Your feedback is valuable in helping us enhance our offerings and customer experience.
15.2 We value your feedback and take your complaints seriously. We have established a structured process to address and resolve complaints in a fair and efficient manner, involving our Customer Support team, Complaints Department, and, if necessary, regulatory authorities. We encourage you to follow this process to ensure your concerns are addressed appropriately.
Law and Jurisdiction
16.1 These Terms and Conditions and the Contract are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or in connection with these Terms and Conditions or the Contract shall be subject to the exclusive jurisdiction of the courts of England and Wales.
16.2 Consumer Rights
16.2.1 If you are a consumer and have entered into the Contract for domestic purposes, you may be entitled to bring legal proceedings in your local jurisdiction under the laws applicable to your locality. These rights are not affected by the choice of law and jurisdiction provisions in this section.
16.3 Alternative Dispute Resolution (ADR)
16.3.1 If you are a consumer and have a dispute with Infinics that cannot be resolved through our complaints process, you may consider using an Alternative Dispute Resolution (ADR) scheme to resolve the matter. ADR provides an independent and impartial means of dispute resolution without the need for legal action.
16.3.2 The European Commission has established an Online Dispute Resolution (ODR) platform, which can be accessed here: https://ec.europa.eu/consumers/odr/. This platform allows consumers to resolve disputes with traders without going to court.
16.4 International Customers
16.4.1 If you are an international customer and have entered into the Contract, you agree to submit to the jurisdiction of the courts in England and Wales for any disputes arising from or in connection with these Terms and Conditions or the Contract.
16.5.1 If any provision of this section, "Law and Jurisdiction," is found to be unlawful, void, or unenforceable for any reason, that provision shall be severed from these Terms and Conditions, and the remaining provisions shall continue to be valid and enforceable to the fullest extent permitted by law.
16.2 This section outlines the governing law and jurisdiction for these Terms and Conditions and the Contract, with a focus on the laws of England and Wales. It also highlights the rights of consumers to pursue legal action in their local jurisdiction, the option of Alternative Dispute Resolution (ADR), and the ODR platform for online dispute resolution. International customers are also subject to the jurisdiction of English and Welsh courts, and the severability of provisions is emphasized.