KNEXGEN LIMITED trading as Fast Flow Fibre
Company number: 10842867
Registered office: Penrhos Manor, Colwyn Bay, LL29 7YW
Last updated: 3 September 2025
1. Introduction
These Terms and Conditions (“Terms”) govern all broadband, networking, and related services provided by KNEXGEN LIMITED trading as Fast Flow Fibre (“we”, “us”, “our”) to any individual or organisation (“you”, “your”). By ordering or using our services, you agree to be bound by these Terms.
2. Services
2.1 We provide broadband, fibre connectivity, and related networking services, as described on our website or in an order confirmation.
2.2 Service availability may depend on network coverage, infrastructure, and installation requirements.
2.3 We will use reasonable skill and care in providing services, but connection speeds, availability, and performance may vary depending on location, equipment, and usage.
3. Installation and Equipment
3.1 Installation dates are estimates only. We will use reasonable efforts to meet agreed timescales, but delays may occur due to third-party providers or property access.
3.2 You must ensure we, or our appointed contractors, have safe and reasonable access to your property for installation, maintenance, or removal of equipment.
3.3 Any equipment we provide (such as routers, modems, or ONT units) remains our property unless otherwise stated. You must keep it in good condition and return it if the service ends. Charges may apply for unreturned or damaged equipment.
3.4 You are responsible for your own internal cabling, power supply, and compatible devices.
4. Use of Service
4.1 You must not use the service for unlawful purposes, to transmit harmful or offensive material, or in a way that could impair or disrupt the network.
4.2 A Fair Usage Policy (FUP) may apply to prevent excessive or disruptive consumption. Details will be published on our website.
4.3 We may restrict or suspend service if you breach these Terms or the FUP.
5. Speeds and Availability
5.1 We will provide you with estimated download and upload speeds at the point of order. Actual speeds may vary.
5.2 If your service consistently performs below the minimum guaranteed speed we confirm at the time of order, you may have the right to exit your contract without penalty, subject to applicable Ofcom rules.
5.3 Temporary interruptions may occur due to maintenance, faults, or matters beyond our control.
6. Fees and Payment
6.1 Fees will be stated at the time of order and may include installation, activation, monthly rental, and usage charges.
6.2 Payment is due between the 24th and 28th of each month, unless otherwise stated on the invoice.
6.3 All fees are exclusive of VAT and other applicable taxes.
6.4 If payment is not made on time, we may charge interest and recovery costs in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.
7. Contract Term and Renewal
7.1 Services may be contracted on a monthly, annual, or one-off basis, as agreed at the time of order.
7.2 Contracts automatically renew unless either party gives at least 14 days’ written notice before the renewal date.
7.3 You may cancel the service with 30 days’ written notice. Early termination charges may apply if you cancel within a fixed minimum term.
8. Service Maintenance and Planned Outages
8.1 We may carry out planned maintenance or upgrades to the network. Where reasonably possible, we will give you at least 48 hours’ notice.
8.2 We are not liable for service interruptions caused by factors outside our control, such as third-party network failures, power cuts, or extreme weather.
9. Liability
9.1 Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded by law.
9.2 Subject to clause 9.1, our total liability to you in any 12-month period is limited to the total fees you have paid us during that period.
9.3 We are not liable for indirect or consequential losses, including but not limited to loss of business, profits, revenue, or data.
9.4 Broadband speeds and availability are not guaranteed. We are not liable for service interruptions beyond our reasonable control.
10. Data Protection
10.1 Both parties will comply with applicable data protection legislation, including the UK GDPR and Data Protection Act 2018.
10.2 We will process personal data in accordance with our Privacy Policy, available on our website.
11. Complaints and Disputes
11.1 Complaints may be submitted via our customer portal at hub.fastflowfibre.net or by email to hello@fastflowfibre.net.
11.2 We will acknowledge complaints promptly and aim to resolve them fairly and within a reasonable time.
11.3 These Terms are governed by the laws of England and Wales, and disputes are subject to the exclusive jurisdiction of the English and Welsh courts.
12. General
12.1 We may update these Terms from time to time. Updated versions will be published on our website and apply from the date of publication.
12.2 You may not transfer or assign your rights under these Terms without our written consent. We may subcontract parts of the service but remain responsible for overall delivery.
12.3 Notices may be served by email or in writing to the registered office.
12.4 If any clause of these Terms is found invalid, the remaining clauses continue in force.
KNEXGEN LIMITED trading as Fast Flow Fibre