Last updated 22nd January 2026
It is important to us that every interaction you have with Olilo is a truly great one, so we've done our best to make sure our terms and conditions are fair, balanced, and clear.
We also want to be upfront about our key service commitments and your rights, so you know where you stand from the outset on the things that matter most to you.
We want to continually improve the way we serve you through your feedback, therefore if you think we can improve the way our Terms & Conditions (Ts&Cs) are communicated or presented to make them clearer, or there are certain elements you would like covered, please don't hesitate to contact us at legal@olilo.co.uk.
Thank you for choosing Olilo!
We're Olilo UK & Ireland Ltd ("Olilo"), a company registered in the UK at Companies House (registered number: 16352417), whose address is 3rd Floor, 86-90 Paul Street, London, England, United Kingdom, EC2A 4NE. We're a national retail provider of full fibre broadband services and related products in the UK. Any reference in these terms and conditions or contract documents to "us" or "we" will mean Olilo; and reference to "you" will mean the customer named in the order confirmation when you first signed up.
Our mission is to provide broadband without the BS. The fibre services we provide are installed and provided by one of our networks of wholesale fibre providers (e.g., CityFibre or Openreach), for and on our behalf, as our agent.
Our Ts&Cs are set out in the sections below. To make them easier to read, we've also included a high-level summary of what each one is about at the start of each section. We'd encourage you to read all the Ts&Cs carefully though as only the terms in the numbered paragraphs (and not the high-level summary) will give all the detail about how the contract is interpreted and applied.
Where we refer to an example in the terms and conditions or use the expression "including", this is not intended to be a definite list of examples, but just a way of showing the type of thing or matter which the section relates to.
Any word highlighted in bold type in these terms and conditions and contract documents has the meaning set out in this section 1 (definitions), unless otherwise stated.
| Definition | Meaning |
|---|---|
| Activation date | means the date we confirm the equipment is connected to the network and/or you can use the services. |
| Charges | means all the charges payable under these terms and conditions. |
| Contract | means the order confirmation, contract information, contract summary, price book, these terms and conditions and any service terms. |
| Contract term | means the duration of this contract starting on the date of our order confirmation and ending on the later of expiry of the minimum period or the date we cease providing services to you. |
| Early release fee | means the fees payable for ending the contract before the minimum period has ended, as set out in the terms and conditions, and calculated in accordance with section 9.10 (charges). |
| Fibre services | means the optical fibre broadband services set out in your order confirmation to enable you to access the internet. |
| Installation fee | means our fees for installing equipment and connecting it to the network, as set out in the order confirmation or price book. |
| Minimum period | means the minimum period you agree to take and pay for the services, as set out in our order confirmation (12 months for residential customers). |
| Network | means the optical fibre network used to provide the fibre services. |
| Normal working hours | Installations: 9:00am – 5:30pm Monday to Friday excluding bank and public holidays; Customer services: 8:00am – 8:00pm Monday to Friday and 9:00am – 5:30pm on Saturdays and Sundays. |
| Order confirmation | means our written confirmation of your order setting out the services to be provided, minimum period and the charges and which shall be deemed to incorporate these terms and conditions. |
| Service Charges | means the charges payable for the services set out in section 9.3 or 9.5. |
| Terms and conditions | means these terms and conditions comprising all sections and all policy documents referred to. |
You can order our services through our website or by contacting our customer service team. When you place an order, you'll need to provide accurate information about your property and contact details.
Your contract with us begins when we send you an order confirmation. This will set out the services you've ordered, the minimum period (12 months for residential customers), and the charges.
We reserve the right to refuse any order at our discretion, including where we cannot provide service to your address or where we have concerns about payment.
You have the right to cancel your contract within 14 days of receiving your order confirmation, without giving any reason. This is called the "cooling-off period".
If you cancel during the cooling-off period before installation, you won't be charged anything. If you cancel after installation has begun or been completed, you may be charged for any work already done, but you won't be liable for early release fees.
To cancel, you can contact us by email at support@olilo.co.uk or through your customer portal.
We will provide you with fibre broadband services as set out in your order confirmation. Installation will be arranged at a time convenient to you, subject to engineer availability.
You are responsible for providing your own router equipment (Bring Your Own Router - BYOR). We will provide the optical network termination equipment and connect it to the network.
You must provide us with safe and reasonable access to your property for installation and any necessary maintenance work. You must also ensure that any necessary permissions or consents are obtained (e.g., landlord permission if you're renting).
We aim to provide service availability of 99.9% but cannot guarantee uninterrupted service. Service may be affected by factors beyond our control, including network maintenance, third-party infrastructure issues, or force majeure events.
All charges are set out in your order confirmation and are inclusive of VAT. Monthly service charges are payable in advance by Direct Debit or other agreed payment method.
If you fail to pay any charges when due, we may suspend your service after giving you 14 days' notice. If payment remains outstanding, we may terminate your contract and you will remain liable for all outstanding charges and any early release fees.
If you end your contract early (before the end of the minimum period), you may be liable for early release fees. These will be calculated as the remaining monthly charges for the unexpired portion of your minimum period, up to a maximum of the remaining charges.
All prices are fixed for the duration of your minimum period. After the minimum period ends, we may increase prices but will give you at least 30 days' notice. If we increase prices by more than the rate of inflation, you may cancel without penalty.
You must use our service in accordance with our Acceptable Use Policy, which forms part of these terms. You can find our Acceptable Use Policy on our website or request a copy from us.
You must not use our service:
If you breach our Acceptable Use Policy, we may suspend or terminate your service immediately and you may be liable for any losses we incur.
You may end your contract at any time by giving us 30 days' notice. If you end your contract during the minimum period, you may be liable for early release fees as set out in section 5.
You may end your contract without penalty if:
We may end your contract immediately if:
When the contract ends, you must pay all outstanding charges up to and including the date of termination. If you end the contract during the minimum period (other than in the circumstances set out above), you must also pay any early release fees.
You remain responsible for any equipment we have provided until it is returned to us or collected by us.
We will provide our services with reasonable care and skill. However, we cannot guarantee that our service will be uninterrupted or error-free.
Our liability to you is limited as follows:
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded or limited by law.
We take your privacy seriously. Any personal data you provide to us will be used in accordance with our Privacy Policy, which is available on our website.
We may check your details with credit reference and fraud prevention agencies prior to and during the contract term to assess your ability to pay for the services. These agencies may record the fact that a check was made.
We will regularly share information about your payment history with credit reference agencies. If your account is in default, we may pass your details to a debt collection organisation and report the unpaid debt to credit reference agencies.
We may use your personal data to verify that you are complying with the contract and our Acceptable Use Policy, including in conducting any investigations related to a suspected breach.
For more information about how we handle your personal data, please see our Privacy Policy.
We may transfer, subcontract, assign or novate any or all of our rights or obligations under the contract without your consent, but this will not affect your rights under the contract.
You may not transfer the contract or any of your rights under it without first obtaining our written consent.
If we do nothing, or delay taking action, when you breach the contract, we will still be entitled to take action at a later date if we choose to.
Notices to you under the contract will be sent by post or hand to the billing address, or by email to the last known email address that you have provided. We will treat such notices as having been received 2 working days after we have sent it to you.
Notices to us under the contract must be sent by post to Olilo UK & Ireland Ltd, 3rd Floor, 86-90 Paul Street, London, England, United Kingdom, EC2A 4NE, or by email to legal@olilo.co.uk.
If any part of the contract is declared invalid or is void or unenforceable, the validity of the rest of the contract will not be affected.
The laws of England and Wales apply to the contract.
If you are unhappy with our services, we will do our best to put things right. If you are still unhappy, you can access a copy of our customer complaints policy from our website which provides more information about how we handle complaints and the ombudsman service available. You can also see our Complaints Code.
At Olilo we are committed to understanding the needs and preferences of our customers in vulnerable circumstances and those with accessibility requirements and to treating all such customers fairly and with respect. If you make us aware of your circumstances we can provide a range of different support services, including providing documents in accessible formats. Further information can be found in our Vulnerable Customer Policy.
Valid from January 2026
© 2025 Olilo UK & Ireland Ltd is a company registered in England and Wales (No 16352417). Our registered address is 3rd Floor, 86-90 Paul Street, London, England, United Kingdom, EC2A 4NE. Our VAT number is 497589701. Olilo UK & Ireland Ltd is regulated by Ofcom.