Terms of Service
Terms and conditions for No Metric Limited services.
By using services provided by No Metric Limited (“we”, “us”, “our”), you agree to be bound by these terms. If you do not agree, you must cancel your account immediately and stop using the service.
1. Your agreement
These terms apply to every person or organisation (“you”, the “Subscriber”) that uses our services. If you are a business subscriber, these terms extend to your employees, agents and customers. A breach by anyone using your account is treated as a breach by you.
2. Contract term and renewal
Your initial term is set by the billing cycle you chose at the point of order and begins once the service is provisioned. It renews automatically on the same cycle (e.g. monthly rolls to monthly) until cancelled.
Either party may terminate by giving no less than 30 days’ written notice. If you terminate before the end of your initial term you remain liable for the balance of that term, invoiced at least 7 days before the termination date.
3. Payment and suspension
If any invoice is not paid by the due date we may immediately suspend your services. If the outstanding balance is £25 or more we may refer the debt to a collection agency and/or take legal action.
If you breach these terms and fail to remedy the breach within 7 days of written notice, we may terminate your agreement immediately. We may also terminate immediately if you enter insolvent liquidation, administration, administrative receivership or a voluntary arrangement with creditors.
You indemnify us against any breach of these terms and any third-party claim arising from our provision of services to you.
4. Refunds
If you are unhappy with the service, contact support first. If we cannot resolve the issue you may be entitled to a refund, subject to the following:
- Refund requests must be made within 30 working days of the service being provided
- Refunds apply to recurring monthly charges only — one-off setup fees and excess construction charges (ECCs) are non-refundable
- Residential customers ordering broadband or leased lines have a 14-day cooling-off period from the date of order, in accordance with the Consumer Contracts Regulations 2013. After this period, cancellation may incur charges for the remaining contract value and/or installation costs
- Account credit older than 7 days cannot be refunded and must be used for purchases or renewals
- Promotional credit is excluded from the refund policy
- No refund is given where we terminate your service for breach of these terms, our Acceptable Use Policy, or applicable law. This does not affect your statutory rights
5. Delivery of services
Unless a delivery timescale is stated on the order page, services are provisioned within 7 working days of successful payment. Broadband, leased lines, internet connectivity and dark fibre are excluded — delivery timescales for those services are confirmed on the order form.
All orders are confirmed electronically via email and the control panel. For queries contact support@nometric.co.uk.
We operate 24/7, 365 days a year. Support enquiries are normally responded to within 1 working day.
6. Excess Construction Charges (ECCs)
Leased lines, dark fibre and certain broadband installations are subject to a site survey performed by the underlying network provider. Where the survey identifies that additional civil works are required (typically referred to as Excess Construction Charges, or ECCs), we will share the carrier’s estimate with you in writing before any work is carried out and before any ECCs are incurred on your account.
You may either:
- Accept the ECC quote — we’ll proceed and the ECC amount will be invoiced separately, either as a one-off or amortised over the contract term by agreement;
- Reject the ECC quote — you may cancel this contract without penalty within 14 days of receiving the ECC estimate. Any monthly fees you’ve already paid will be refunded; setup fees already incurred by the carrier are non-refundable.
If you neither accept nor explicitly reject the ECC quote within 14 days, the order will be treated as cancelled and any prepaid monthly fees refunded. The target install date may be revised in either case, but where ECCs are accepted we’ll provide an updated timeline.
7. Acceptable use
You must not use the service to:
- Breach any applicable UK or international law, regulation, court order or treaty
- Attempt to compromise the security of any network or system, including our own
- Forge or misrepresent packet headers, email headers, addresses or other identifying information
- Host proxy servers designed to obscure identity or location
- Interfere with or deny service to any user or host
- Provide false or incomplete registration details
Chargebacks on any transaction will result in immediate account suspension. We reserve the right to refuse future business if a chargeback is raised.
8. Voice and numbering services
If we provide you with voice or numbering services, you agree to comply with all applicable UK law and the Ofcom regulatory framework, including the Communications Act 2003 and Ofcom’s General Conditions of Entitlement. Specifically you must not:
- Generate or facilitate unsolicited or fraudulent calls
- Misuse Calling Line Identification (CLI)
- Fail to maintain accurate caller identification where required
- Engage in any practice likely to cause harm or nuisance to consumers
You must provide accurate information at onboarding and throughout the service term. We may audit compliance at any time and may suspend services immediately if we suspect a breach. We reserve the right to report suspected misuse to Ofcom or other relevant authorities. You indemnify us for any loss arising from your breach of this clause.
9. Suspension and termination
We may suspend or terminate your account, with or without notice, if you breach these terms. No bill credit is given for any period of suspension. On termination under this clause we may retain any amounts paid as liquidated damages.
Security: You must not access or attempt to access private areas of the service. Notify us immediately if you become aware of any unauthorised use of your account.
Intellectual property: We do not monitor content passing through or stored on the service. Copyright complaints should be sent to abuse@nometric.co.uk.
10. Liability and warranty
The service is provided “as is” and “as available”. We make no express or implied warranties, including warranties of merchantability, fitness for a particular purpose, title or non-infringement. We do not warrant that the service will be uninterrupted, error-free or that defects will be corrected. We do not guarantee the security or backup of your data.
If you use the service for voice communications, you acknowledge we are not acting as a telecommunications carrier and accept all risk as to connection quality, transmission and accuracy.
To the fullest extent permitted by law, our total liability to you is limited to the fees you have paid in the 12 months preceding the claim. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under English law.
11. Web hosting
Hosting packages include predefined allowances (e.g. 5 GB of disk space). Where an allowance is labelled “unlimited”, usage is subject to a fair-use policy unless stated otherwise.
12. Content
Material accessible through the service may include content that is controversial or offensive. We have no responsibility for or control over such material. You are solely responsible for applying any screening or access restrictions, including restricting access by minors.
13. Cancellation
Cancellation requests are submitted via the control panel. Select the service, choose the manage tab and press “Delete” — the service terminates immediately.
You are responsible for cancelling any associated PayPal, Stripe or GoCardless (Direct Debit) subscriptions. Cancellations must be submitted before the next invoice is due. Requests cannot be submitted while invoices remain unpaid.
14. Discount vouchers
- One voucher per transaction, one per customer
- If the order value is less than the voucher value, the remainder is forfeited
- Vouchers can be redeemed against any virtual service or credit purchase
15. 24-hour delivery guarantee
This guarantee applies only where you have provided correct information. It does not apply if incorrect information delays delivery or if the target server experiences downtime during provisioning. If you qualify and we fail to deliver within 24 hours, you are entitled to a full refund.
16. Complaints
If you have a complaint, contact our support team with relevant account details, timestamps and a description of the issue. For full details of our complaints process, including escalation to the Communications Ombudsman, see our complaints page.
17. Disputes and governing law
Any dispute arising from your use of the service that cannot be resolved between us will be submitted for binding arbitration under English law.
These terms are governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction.
18. Changes to these terms
We may amend these terms at any time by publishing updated terms on this page. Continued use of the service after publication constitutes acceptance. If you do not agree with a change you may terminate your agreement by giving written notice.