Draft for review · Version 2026-09-05.2. Service ordering is not yet open. Final service terms and contact arrangements are being confirmed.
Company information
SHANALINK LTD, company number 17433946. Registered office: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.
About these draft terms
ShanaLink Ltd is preparing its broadband service. These draft terms are available for review. Enquiries and draft quotes do not create a service contract. Verified service contacts and the final service agreement must be confirmed before orders open.
Your service agreement
Your individual Contract Summary and Contract Information will identify the service address, available product, expected speeds, minimum term, installation arrangements, equipment and all retail charges. You will receive these documents before being asked to agree. Keep a copy. If information changes before agreement, a replacement quote and fresh acknowledgement are required.
Prices and payment
The quote must state the recurring price, setup and equipment charges, VAT treatment, minimum commitment and any scheduled changes in pounds and pence with their dates. No wholesale price forms part of your retail quote. Direct Debit authorisation is a separate step from agreeing the service contract. Payment dates, notices and any charges must be disclosed before agreement.
Installation and equipment
Provision is subject to confirmed availability, any survey and permission to access the premises. We will agree appointment arrangements and tell you about additional work before you agree to charges. The individual contract must state router ownership, delivery, warranty and return arrangements. An appointment is not a guarantee that the service will activate that day.
Service performance and faults
Your Contract Information must explain speed estimates, any minimum guarantee and applicable remedies, fault reporting, service limitations and support hours. Report a fault through the support page. We must not promise a service level or compensation scheme that has not been agreed.
Ending or changing the service
See the cancellation information. Any minimum-term exit charges and notice period must be disclosed in your individual contract. Applicable statutory rights and rights to leave following qualifying contract changes remain unaffected. Changes will be communicated with the required notice and applicable exit rights.
Responsible use and complaints
Use the service lawfully and follow the Acceptable Use Policy. We will investigate misuse and explain proportionate action where possible. Our Complaints Code explains escalation. Nothing in these drafts excludes liability or remedies that cannot lawfully be excluded.
Voice and emergencies
Broadband by itself is not a telephone service. Any separately quoted internet voice service may stop working during a power or broadband outage. Emergency calling, location information and any resilience arrangements must be assessed and explained before a voice service is sold.