Terms and Conditions

Regional Broadband | Terms & Conditions | Version: March 2026

1. Introduction and Definitions

1.1 Contracting Parties

This Agreement is made between:

  1. Regional Telecom Limited (Company number 397148) (“Regional Broadband”, “we”, “us”, “our”); and
  2. the party contracting to accept and pay for services from Regional Broadband (“You”, “your”, “Customer”).

1.2 Agreement

These General Terms together with your Order, any service-specific terms, tariff plans, our Fair Usage Policy, Privacy Policy, and Code of Practice constitute a legally binding agreement (the “Agreement”). By placing an order with us, or by using the Services, you accept and agree to be bound by this Agreement.

Fair Usage Policy:
https://www.regionalbroadband.ie/fair-usage-policy.pdf

Privacy Policy:
https://www.regionalbroadband.ie/privacy-policy.pdf

Code of Practice:
https://www.regionalbroadband.ie/code-of-practice.pdf

1.3 Definitions

2. The Services

2.1 Service Provision

We will provide you with the Services as set out in your Order confirmation. The Services may include broadband internet access, telephone services (including VoIP), and any additional features or services you have selected.

2.2 Service Availability

The Services are subject to availability at your Property. Your Property must be located within a geographic area covered by our network or the network of our Wholesale Provider, and must be capable of a standard installation.

2.3 Service Levels

We will use reasonable skill and care in supplying the Services. However:

  1. We do not guarantee fault-free performance of the Services.
  2. Broadband speeds are “up to” speeds and actual speeds will depend on various factors including your location, network usage, equipment, and Wi-Fi capability.
  3. We do not warrant that the Services will be suitable for specific applications or that the operation will be uninterrupted or error-free.

The Contract Summary document that was provided to you, sets out the minimum, normally available, maximum, and advertised speeds for our Services.

2.4 Fair Usage and Traffic Management

Use of the Service is subject to our Fair Use Policy, this policy is available on our website at:

http://www.regionalbroadband.ie/fair-usage-policy.pdf

3. Term, Cooling Off, and Cancellation

3.1 Commencement and Minimum Term

The Agreement begins on the Commencement Date and continues for the Minimum Term specified in your Order. After the Minimum Term expires, the Agreement will continue on a rolling monthly basis until terminated by either party in accordance with this Agreement.

3.2 Cooling Off Period

You have the right to cancel your order within 14 days from the date you place your order (the “Cooling Off Period”) without giving any reason.

To cancel during the Cooling Off Period, you must notify us by email to [email protected].

If you cancel during the Cooling Off Period:

  1. Reimbursement is subject to You returning all Equipment at your own expense.
  2. If you requested the Services to begin during the Cooling Off Period, you must pay for Services provided up to the date of cancellation.
  3. You must return any Equipment within 14 days of cancellation (see Section 5 for Equipment return requirements), otherwise late return fees may apply.

3.3 Cancelled Orders Outside Cooling Off Period

If you cancel your order after the Cooling Off Period has expired but before your Service has been activated, a Cancelled Order Fee applies (as outlined in Section 6) to cover administrative and provisioning costs incurred.

3.4 Termination After Minimum Term

After the Minimum Term, this Agreement continues on a rolling monthly basis unless terminated in accordance with this Agreement.

  1. Ending the Agreement. You may terminate this Agreement (or any Service) at any time by contacting us by email to [email protected]. We will action your termination request as soon as reasonably practicable.
  2. Switching provider (automatic termination on completion of switching). If you switch your Service(s) to another provider, your contract with us for the switched Service(s) will terminate automatically on completion of the switching process. You do not need to give us a separate notice period for switching. We will not apply any termination process or requirement that would prevent or delay switching. Switching within the Minimum Term may incur early termination charges.
  3. Charges on termination outside the Minimum Term. If you terminate outside the Minimum Term, you must pay all Charges properly due up to the termination date. We will not charge an early termination charge outside the Minimum Term.
  4. Our termination outside the Minimum Term. We may terminate this Agreement outside the Minimum Term by giving you at least 30 days’ notice, except where we are entitled to suspend or terminate immediately under Section 3.6.

3.5 Termination During Minimum Term

  1. What you pay if you end the contract early. If you terminate this Agreement (or any Service) during the Minimum Term, you must pay all Charges properly due up to the termination date and an Early Termination Charge calculated as the Monthly Subscription Charge for the relevant Service(s) (excluding out-of-bundle/usage charges) multiplied by the number of whole months remaining in your Minimum Term.
  2. Discounts and subsidised equipment. If you received a discount on subscription charges or subsidised terminal equipment specifically in return for committing to the Minimum Term, we may charge the unearned part of that discount/subsidy on a pro-rata basis. We will only apply this charge where the discount/subsidy was clearly set out in your Order Confirmation/Contract Summary.
  3. When no early termination charge applies. No Early Termination Charge applies where you have a right to terminate without penalty under this Agreement or applicable law (for example, where you validly cancel within a cooling-off period, or where you have a penalty-free right to exit following a contract change under Section 7). Where applicable law provides that no compensation is due when you terminate under a statutory right, we will not charge compensation other than for retained subsidised terminal equipment (if any), and/or failure to return our loaned Equipment (if applicable).

3.6 Our Right to Terminate

We may terminate or suspend the Services immediately without notice if:

  1. You fail to pay any Charges when due;
  2. You breach any term of this Agreement;
  3. Any information you provided to us is false or misleading;
  4. We are required to comply with a legal, regulatory, or government order;
  5. You are suspected of fraud or unlawful activity;
  6. You become bankrupt, insolvent, or unable to pay your debts as they fall due.
  7. You are abusive, threatening, or offensive to our staff, contractors, or representatives;
  8. Network resources at your Property are being reallocated, removed, or are no longer available from our Wholesale Provider;
  9. We decide to cease providing the Services in your area or to discontinue the Services generally;
  10. For any other reason, provided we give you 30 days’ written notice.

In cases where we terminate the Agreement or a Service for reasons not caused by your breach of this Agreement, you will not be charged any Early Termination Charge or other charge for the unexpired part of the Minimum Term. In that case, you remain liable only for charges properly incurred up to the termination date.

3.7 Number Portability

  1. If you receive a telephone or VoIP service from us, you have the right to port (transfer) your telephone number to another provider when you switch your service. Number porting will be completed as quickly as technically feasible and in any event within the timeframe required by applicable law and regulation.
  2. We will not charge you for number porting itself. Your service will remain active during the porting process and will only be deactivated once the port has completed, ensuring minimal disruption.

4. Installation

4.1 Standard Installation

Standard installation includes the provision of broadband connectivity to a single point inside your Property adjacent to an outside wall.

4.2 Engineer Appointments

If an engineer visit is required, we will notify you of an appointment date and time. You may reschedule the appointment without charge by contacting us before 12pm on the working day prior to the appointment.

4.3 Missed Appointment Fee

  1. When the fee may apply. A Missed Appointment Fee may apply (as outlined in Section 6) where an installation/service/equipment removal appointment requiring access to your Property is booked, and we (or our installation partner) attend within the agreed appointment window but cannot complete the work mainly due to your actions or omissions.
  2. Examples where the fee may apply (customer-caused). The fee may apply if:
    1. you cancel or reschedule after the deadline stated in Section 4.2;
    2. we cannot gain access to the Property because no responsible person is present, access is refused, or agreed access arrangements are not available;
    3. we attempt to contact you during the appointment window (for example by phone/SMS) and cannot reach you, and we cannot safely or reasonably proceed without contacting you;
    4. the appointment cannot proceed because the environment at the Property is unsafe for the engineer to work (for example, immediate safety risks).
  3. Cancellation deadline. To avoid a Missed Appointment Fee, you must cancel or reschedule before 12pm on the previous working day, unless we agree otherwise.
  4. Transparency and disputes. If we charge a Missed Appointment Fee, we will explain the reason on your bill (or in a separate notice) and you may dispute it under Section 6.9.

4.4 Additional Installation Charges

Any works beyond the standard installation will be charged an hourly rate. The engineer will advise you of any additional charges before commencing work. You must agree to these charges before the work is carried out. Permitting the work to be carried out means agreeing to these charges.

4.5 Your Responsibilities and Property Care

You are responsible for:

  1. ensuring there is a clear, safe and suitable working environment for our engineer/contractor and that we have safe access to the Property;
  2. obtaining any necessary third-party permissions/consents (e.g. landlord/freeholder/management company permissions and wayleaves) and ensuring you are authorised to permit installation works at the Property;
  3. being present at the Property (or arranging for an adult representative to be present) at the agreed time for installation or fault repair, and providing timely access to any required areas/equipment;
  4. telling us in advance about any known hazards, restrictions, concealed services (e.g. pipes/cabling), or special requirements that could affect installation.
  5. telling us about any technical issues with your service in a timely manner. Any compensation/credit remedies will only be applied from the date you notify Regional Broadband.

We (and our agents/contractors) will use reasonable skill and care when carrying out installation works. We will discuss with you (where reasonably practicable) any material drilling, fixing, or routing choices before proceeding.

Nothing in this Section 4.5 excludes or limits our liability for loss or damage caused by our negligence (or the negligence of our employees/agents/contractors) or any liability that cannot lawfully be excluded or limited. Subject to the foregoing, we are not responsible for: (i) pre-existing defects or weaknesses in the Property; (ii) issues caused by your failure to obtain necessary consents; or (iii) loss/damage arising from inaccurate information provided by you or circumstances outside our reasonable control.

5. Equipment

5.1 Equipment Provision

We will provide you with Equipment to enable you to receive the Services. The Equipment remains the property of Regional Broadband and may only be used in connection with the Services.

5.2 Your Obligations

You must:

  1. Keep the Equipment in good working order;
  2. Comply with all manufacturer’s instructions;
  3. Not modify, tamper with, or allow anyone else to repair the Equipment;
  4. Not press the “Reset” button on the Equipment (callout or configuration charges may apply), unless explicitly directed to do so by Our support team;
  5. Notify us immediately of any fault or damage to the Equipment.

5.3 Equipment Return

On termination of this Agreement, cancellation of any Service, or receipt of replacement Equipment, you must return the Equipment to us within 14 days. Equipment return is done at your expense.

5.4 Equipment Non-Return Fee

If you fail to return the Equipment within 14 days, an Equipment Non-Return Fee as outlined in Section 6. Not permitting Regional Broadband to remove the Equipment from the Property is considered failure to return the Equipment.

5.5 Equipment Warranty

The Equipment is warranted against material defects for a period of two years from the date of delivery. This warranty does not cover defects resulting from misuse, neglect, unauthorised alterations, or causes beyond our control. If Equipment is found to be faulty, we will repair or replace it at our discretion.

5.6 Equipment Ownership

The Equipment remains property of Regional Broadband indefinitely, except under the following circumstances.

  1. The same Equipment has been installed at the Property for at least 5 years without terminating the Service.
  2. The same Equipment has remained installed at the Property for at least 1 year after the termination of the Service.

6. Charges and Payment

6.1 Schedule of Charges

This table details any one-off and administrative charges that may apply.

ChargeAmount (incl. VAT)When applied
Failed or Late Payment Fee€15Applies to any payment that failed and any invoice that becomes past due (per payment, per invoice).
Reconnection Fee€25If your Service is suspended for non-payment and you request reconnection.
Missed Appointment Fee€60Per missed engineer appointment (see Section 4.3 for when applied).
Cancelled Order Fee€99Cancellation outside the Cooling Off Period, before activation (see Section 3.3).
Standard Callout Fee€99Charged as outlined in Section 6.10
Additional Installation Works€99/hourNon-standard installation or cabling work beyond the standard installation (see Section 4.4).
Equipment Non-Return Fee€150 per itemPer Equipment item not returned within 14 days after the Agreement ends or replacement is issued (see Section 5.3).
Early Termination ChargeSee Section 3.5Termination during the Minimum Term.

6.2 Billing

We will provide you with a monthly bill. Bills are provided online on Our Customer Portal via a Durable Medium (downloadable PDF files).

6.3 Payment

All Charges must be paid in full by the due date shown on your bill. You agree to pay by Direct Debit or credit/debit card. We may charge any payments due directly to your card.

6.4 Failed Payment Fee

A Failed Payment Fee (as outlined in Section 6.1) applies for each Direct Debit, debit card, or credit card payment that fails or is returned unpaid by your bank or card provider. We reserve the right to contact you by any means regarding failed payments.

6.5 Late Payment

If payment is not received by the due date, we may apply a Late Payment Fee (as outlined in Section 6.1) where the bill remains unpaid 14 days after the due date. We reserve the right to contact you by any means regarding overdue payments.

6.6 Suspension for Non-Payment

If you fail to pay any Charges when due, we may suspend your Services. You remain liable for all Charges during any period of suspension.

6.7 Reconnection Fee

A Reconnection Fee (as outlined in Section 6.1) applies if your Service is suspended due to non-payment and you request reconnection. This fee must be paid, along with all outstanding Charges, before reconnection.

6.8 Annual Price Adjustment

If your Contract Summary/Order Confirmation states that your plan includes an Annual Price Adjustment, your Monthly Subscription Charge will increase once each year in April by a fixed amount (as outlined in your Contract Summary). The increase is added to the standard (undiscounted) Monthly Subscription Charge for your plan.

6.9 Disputed Charges

How to raise a dispute. If you believe a bill or charge is incorrect, please contact us as soon as possible by emailing [email protected], and provide any relevant information so we can investigate.

6.10 Standard Callout Fee

A Standard Callout Fee (section 6.1) may be charged in any of the following cases:

  1. If you did not complete remote troubleshooting steps (issued by our support department) and it results in a service call.
  2. If any part of the Equipment is damaged by you, or any other third party.
  3. If the Service was suspended due to non-payment and reconnecting it requires an engineer to be sent out.

7. Changes to the Agreement

7.1 Changes by Us

  1. Changes generally. We may make changes to
    1. the Services, and/or
    2. these Terms and Conditions, for commercial, technical, operational, security, or regulatory reasons.
  2. Notice of changes. Where we propose a change to these Terms and Conditions or the Services that is not exclusively to your benefit, not purely administrative with no negative effect on you, and not directly imposed by law/regulation, we will:
    1. contact you individually and provide at least one month’s prior notice in a Durable Medium before the change takes effect; and
    2. inform you of the change and, where applicable, your right to terminate without penalty before the change takes effect.
  3. Your right to terminate for certain changes. If you do not accept a change described in clause 7.1.1, you may terminate the affected Service(s) or this Agreement without penalty by notifying us before the change takes effect. You must pay Charges properly due up to the termination date and return Equipment in accordance with Section 5.
  4. Changes required by law/regulation / beneficial / administrative. Where a change is:
    1. exclusively to your benefact or;
    2. purely administrative and has no negative effect on you or;
    3. directly imposed by law or regulation, the termination right in clause 7.1.3 will not apply, but we will still communicate the change where required.

7.2 Acceptance of Changes

If you do not terminate under clause 7.1.3 within 30 days and you continue to use the affected Service(s) after the change takes effect, you will be deemed to have accepted the change.

8. Moving Home

8.1 Notification

If you are moving home, please notify us as soon as possible. We are under no obligation to provide Services at your new address, but will endeavour to do so if it is within our serviceable area.

8.2 New Minimum Term

If we agree to provide Services at your new address, you will enter into a new Minimum Term from the date of activation at the new address. An activation or installation fee may apply.

8.3 Charges

If you move during the Minimum Term and we cannot provide Services at your new address, you are liable for Charges for the remainder of the Minimum Term as outlined in Section 3.5.

9. Your Obligations

9.1 Accurate Information

You warrant that all information provided to us is true and accurate, and you will notify us promptly of any changes.

9.2 Use of Services

The Services are for your personal use only. You must not:

  1. Resell or commercially exploit the Services;
  2. Use the Services for any unlawful, improper, or immoral purpose;
  3. Use the Services in a way that degrades service to other customers;
  4. Send spam or unsolicited communications;
  5. Transmit or receive any material that is defamatory, offensive, or infringes any intellectual property rights.
  6. Any other activity not permitted by the Fair Usage Policy.

9.3 Security

You are responsible for keeping all usernames, PINs, and passwords secure. You are liable for all Charges incurred on your account, whether by you or anyone else.

9.4 Your responsibility for loss caused by your breach

You are responsible for any direct loss or damage we suffer that is a foreseeable result of:

  1. your material breach of this Agreement; or
  2. your unlawful use of the Services or Equipment.

This does not make you responsible for loss or damage caused by our negligence or our breach of this Agreement, and we will take reasonable steps to minimise any loss we claim from you.

10. Limitation of Liability

10.1 What we do not limit

Nothing in this Agreement excludes or limits liability which cannot legally be excluded or limited, including liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under Irish law.

10.2 Our service obligations and your statutory rights

We will provide the Services with reasonable skill and care. Nothing in this Agreement affects your statutory rights and remedies under consumer law.

10.3 What we are not responsible for

We are not responsible for loss or service issues caused mainly by:

  1. factors outside our reasonable control (see Section 12.1);
  2. your internal wiring, environmental factors affecting WiFi range or performance, equipment or software not supplied by us;
  3. third-party networks or services not under our control (including other operators);
  4. planned maintenance.

10.4 Business losses

We are not liable for business losses such as loss of profits, revenue, business, or goodwill.

10.5 Liability cap (direct losses only)

Subject to Sections 10.1, 10.2 and 10.6, our total liability to you for direct losses arising under this Agreement will not exceed the greater of:

10.6 Data protection and security

Nothing in this Agreement limits your rights under data protection law, including any right to compensation where applicable.

11. General Provisions

11.1 Force Majeure

Neither party shall be liable for failure to perform due to circumstances beyond reasonable control, including acts of God, flood, fire, strike, or government action. If such circumstances continue for 30 days or longer, either party may terminate this Agreement.

11.2 Assignment

  1. Your assignment. You may not transfer this Agreement without our written consent (which we will not unreasonably withhold).
  2. Our assignment. We may transfer (assign) our rights and obligations under this Agreement to another company (for example, within our group or as part of a sale of our business), provided that:
    1. we give you prior notice in a Durable Medium;
    2. the transfer does not reduce your rights or increase your charges under this Agreement; and
    3. the new provider agrees to be bound by this Agreement.
  3. Contract change rules still apply. If the transfer involves any change to your contract terms (other than our identity), we will follow Section 7 (Changes to the Agreement), including any right to terminate without penalty where applicable.

11.3 Severability

If any provision of this Agreement is held invalid, the remaining provisions shall continue in full force and effect.

11.4 Waiver

Failure to enforce any right under this Agreement does not constitute a waiver of that right.

11.5 Entire Agreement

This Agreement represents the entire agreement between you and Regional Broadband and supersedes any previous agreements.

11.6 Notices

  1. Notices from us to you. We may send notices to you by email, SMS, post, or (where appropriate) by making them available in your online account (if applicable). For notices relating to contract modifications, price changes, end-user rights, complaints escalation information, or any notice that we are required to provide “individually” and/or in a “Durable Medium”, we will contact you individually using the contact details you have provided (by email, SMS or post).
  2. Notices from you to us. Unless otherwise stated in this Agreement, notices from you to us must be sent by email to [email protected]. You may request termination by the methods described in Section 3.
  3. When notices are deemed received. Email/SMS notices are deemed received when sent. Postal notices are deemed received two working days after posting (or earlier on proof of delivery).
  4. Keeping contact details up to date. You must keep your contact details (including email address and mobile number) up to date. We will treat notices sent to the most recent contact details you provided as validly served.

11.7 Governing Law

This Agreement is governed by Irish law, and the parties submit to the exclusive jurisdiction of the Irish courts.

12. Complaints & Contact Information

Our Code of Practice outlines the handling of complaints and is available on our website at:
https://www.regionalbroadband.ie/code-of-practice.pdf

Please see key contact information below:
Customer Service: 01-5133042
Cancellations: [email protected]
Billing: [email protected]
Technical Support and any other enquiries: [email protected]
Website: www.regionalbroadband.ie
Address: Regional Broadband, 4-5 Burton Hall Park, Burton Hall Road, Sandyford Business Park, Dublin 18, D18 AXV3