Please read the following important terms and conditions before You buy
anything from Us and check that they contain everything which You want
and nothing that You are not willing to agree to.
Summary of some of Your key rights:
If there is something wrong with the Services provided
, the remedies for Services will apply. If there is
something wrong with
Goods, the remedies for Goods will apply. In practice,
there may be some overlap between the remedies
You and We will try agree to with You the most appropriate course of action.
Summary of some of Your key rights (Goods):
The Consumer Rights Act 2015 says Goods must be as
described, fit for purpose and of satisfactory quality.
During the expected lifespan of
Your product You 're entitled to the following:
up to 30 days: if
Your Goods are faulty, You can get a refund;
up to six months: if
Your Goods can't be repaired or replaced, then You 're entitled to a full refund in most cases;
up to six years: if
Your Goods do not last a reasonable length of time You may be entitled to some money back.
DON'T have a legal right to a refund or replacement
You change Your mind,
Summary of some of
Your key rights (Services):
The Consumer Rights Act 2015 says:
You can ask Us
to repeat or fix a service if it's not carried out with
reasonable care and skill, or get some money back if
We can't fix it;
You haven't agreed a price upfront, what You 're asked to pay must be reasonable;
haven't agreed a time upfront, it must be carried out
within a reasonable time.
This is a summary of some of
key rights. For detailed information from Citizens
Advice please visit www.adviceguide.org.uk or call
03454 04 05 06.
The information in this summary box summarises some of
key rights. It is not intended to replace the contract
You should read carefully.
This contract sets out:
● Your legal rights and responsibilities
● Our legal rights and responsibilities; and
● certain key information required by law.
This contract is used for when You and We enter into a contract.
In this contract:
● We, Us or Our means Future Residential Limited t/a Resooma, a company
incorporated in England and Wales under company number 09326175 whose
registered office is at 113-116 Bute Street, Cardiff, CF10 5EQ; and
● You or Your means the person buying Goods and Services from Us.
If You don't understand any of this contract and want to talk to Us about
it, please speak with Us in store or contact Us by:
● e-mail at firstname.lastname@example.org
where We shall endeavour to respond as soon as possible between the hours
of 9:30AM to 5:30 PM on a Business Day; and
● telephone on 020 8191 7855 between the hours of 9:30AM to 5:30 PM on a
Who are we?
We are registered in England and Wales under company
Our registered office is at: 113-116 Bute Street, Cardiff,
1.1 If You buy Goods and Services from Us You agree to be legally bound by
1.2 You may only buy Goods and Services from Us for non-business reasons.
1.3 When buying any Goods and Services You also agree to be legally bound
by specific terms which apply to certain Goods or Services (or both)
including the Terms & Conditions of any Third Party Supplier, for
example terms relating to the use of the TV Licence or Broadband Contract.
Information we give You
2.1 By law, the Consumer Contracts (Information, Cancellation and
Additional Charges) Regulations 2013 say that We must give You certain key
information before a legally binding contract between You and Us is made
(see the summary box below). We will give You this information in a clear
and understandable way. Typically, We will do this before You buy the Goods
and Services from Us. Some of this information is likely to be obvious from
the context. Some of this information is also set out in this contract,
such as information on our complaint handling policy (see clause 14.3).
We will give You
We will give You information on:
the main characteristics of the Goods and Services You want
who We are, where We are based and how You can contact Us;
the total price of the Goods and Services including any
taxes (or where this cannot reasonably be worked out in
advance, the manner in which We will work out the price);
any additional delivery and installation charges (or where
this cannot reasonably be worked out in advance, the fact
that such additional charges may be payable);
the arrangements for payment, delivery, installation,
performance, and the time by which We will deliver and
install the Goods;
the arrangements for payment, carrying out of the Services,
and the time by which We will carry out the Services;
Our complaint handling policy;
the fact that We are under a legal duty to supply Goods
that are in conformity with the contract;
Our commercial guarantees; and
how long the contract is for and how to end it.
2.2 The key information We give You by law forms part of this contract (as
though it is set out in full here).
2.3 If We have to change any key information once a legally binding
contract between You and Us is made, We can only do this if You agree to
Definitions and interpretation
3.1 In this contract:
means the date on which the contract is formed which is the
date we send You Your Confirmation E-mail;
the supply by a Third Party Supplier of Wi-Fi broadband
service to the Property for a minimum term of 12 months
from connection and on the terms set out in the End User
a day other than a Saturday, Sunday or bank or public
holiday in England;
1st July of the year in which the contract has
been brought into existence;
the e-mail sent to You by Us accepting Your offer to
purchase Goods and Services from Us which confirms Your
Personal Details (including Payment Details and Move In
Date) and details of the Relevant Package;
the Consumer Rights Act 2015, the Consumer Contracts
(Information, Cancellation and Additional Charges)
Regulations 2013, the Consumer Protection From Unfair
Trading Regulations 2008 all other applicable UK
legislation, statutory instruments and regulations in
relation to the supply of Goods and Services to consumers
(as defined in s2 of the Consumer Rights Act 2015);
the Period of 12 months commencing from the Commencement
“Data Protection Legislation”
the Data Protection Act 1998, the Privacy and Electronic
Communications (EC Directive) Regulations 2003 and any
legislation implementing the Data Protection Directive
95/46/EC of 24 October 1995 or the Privacy and Electronic
Communications Directive 2002/58/EC of 12 July 2002;
“End User Agreement”
the agreement between Us and any Third Party Supplier or
the agreement that We enter into with any Third Party
Supplier on your behalf, a copy of which is provided to
any equipment listed as Excluded Equipment in Schedule 2
and must be returned to Us at the end of the contract in
the physical items forming part of the Relevant Package as
listed in Schedule 1;
the letting agent as set out in the Order Form;
the supply of Utilities subject to the Tariff as set out on
any Monthly Payment that is not paid by You on the relevant
Monthly Payment Date;
“Move In Date”
means the date by which the Tenants will be in occupation
of the Property, as specified in the Order;
the order for the Relevant Package;
the written order for the Relevant Package as at Schedule
Your personal and academic details including Your: full
name, date of birth, home address, University You are
attending, University student number, course You are
enrolled on and contact details;
Your personal payment details including Your: credit/debit
card details and bank details including Your bank account
number and sort code which will be charged on each Monthly
Payment Date in respect of the Relevant Package;
the upfront price of the Relevant Package as set out in
any promotional offer We may offer from time to time;
Your student house as set out in the Order Form which is
where We will deliver the Goods and perform the Services;
the payment made by You to Us in respect of the Relevant
Package for each Month as set out in the Confirmation
E-mail, to be paid by Recurring Card Payment;
“Monthly Payment Date”
the date on which Your Monthly Payment is due in respect of
the Relevant Package as specified in the Confirmation
the package selected by You on the Order Form, for the
supply by Us of the Goods and/or Services to the Property
for a term of 12 months from delivery and connection on the
terms and conditions of this contract and as specified by
any Third Party Supplier, the relevant details of which are
set out at Schedule 1;
the 12 month period from 1st July to 30 th June in the following year;
the Services We will provide under the Relevant Package as
set out at Schedule 1 and any other Services which We
provide or agree to provide to You;
“Set Up Service”
has the meaning given in Schedule 1 and/or Schedule 2
depending on the Relevant Package;
the sum of £14.95. Subject to clauses 4.1.4 and 5.10 this
sum is non-refundable and must be paid by every Tenant in
the Property prior to Our acceptance of the Order;
means any person who has entered into, or is party to, a
tenancy agreement in respect of the Property;
“Third Party Supplier”
any third party that provides Goods or Services in
connection with the Relevant Package (including, without
limitation, the supplier of the Broadband or the Utilities;
a TV licence as issued by the TV Licencing Authority to
enable You to watch and record programmes on a TV, computer
or other device as they are broadcast and watch/download
BBC programmes on BBC iPlayer;
an accredited university or another recognised higher
the supply of unlimited Utilities for the fixed price as
set out in the Order Form;
the supply, whether metered or unlimited as the case may
be, by a Third Party Supplier and arranged by Us, of gas,
water and electricity for a term of 12 months from delivery
and connection on the terms and conditions of this contract
and as specified by the Third Party Supplier
value added tax, as defined by the Value Added Tax Act
3.2 In this contract:
3.2.1 a reference to a gender includes each other gender;
3.2.2 a reference to writing or written includes email;
3.2.3 words in the singular include the plural and vice versa; and
3.2.4 any words that follow 'include', 'includes', 'including', ‘in
particular’ or any similar words and expressions shall be construed as
illustrative only and shall not limit the sense of any word, phrase, term,
definition or description preceding those words.
Ordering Goods and Services from us
4.1 Below, We set out how a legally binding contract between You and Us is
4.1.1 Any quotation given by Us before You make an order for the Relevant
Package comprising of the Goods and Services is not a binding offer by Us
to supply this.
4.1.2 When You decide to place an order for the Relevant Package You will
need complete Our Order Form on our Website providing Us with:
126.96.36.199 Your Personal Details;
188.8.131.52 Your Payment Details;
184.108.40.206 full payment by You in respect of the Signing-On Fee; and
220.127.116.11 confirmation that a recurring card payment has been set up in Your
name with Us in respect of the monthly payments.
This is when You offer to buy the Relevant Package from Us.
4.1.3 When You submit Your Order with Us, We will acknowledge it by
providing You with a receipt in respect of the Signing-On Fee and by email
acknowledging Your Order. This acknowledgement does not, however, mean that
Your Order has been accepted.
4.1.4 We may contact You to say that We do not accept Your Order. If We do
this, We will refund Your Signing-on Fee to the bank account provided in
Your Payment Details via Recurring Card Payment and reasonably endeavour to
tell You promptly why We do not accept Your Order. This is typically for
the following reasons:
18.104.22.168 We cannot provide the Relevant Package (this may be because, for
example, we cannot provide our Services in respect of a Property with fewer
than four Tenants);
22.214.171.124 the Goods are unavailable;
126.96.36.199 We have reason to believe either Your or another Tenant’s Personal
Details, Payment Details or details regarding the Property are misleading
188.8.131.52 We cannot authorise Your payment;
184.108.40.206 You are not allowed to buy the Relevant Package from us; for
example, We do not provide our Services to Tenants who are not currently
enrolled at a University or where some of the Tenants in the Property have
not made an Order;
220.127.116.11 We are not allowed to sell the Relevant Package to You; or
18.104.22.168 there has been a mistake on the pricing or description of the
4.1.5 We will only accept an Order if:
22.214.171.124 all of the Tenants in the Property have made an Order;
126.96.36.199 all of the Tenants have paid the Signing-On Fee;
188.8.131.52 all of the Tenants are enrolled at University;
184.108.40.206 all of the Tenants have completed the sign on process via the
4.1.6 We are only deemed to have accepted an Order once We send You a
Confirmation E-mail accepting the Order (“Acceptance Date
”) and setting out Yours and Our rights and obligations under the contract
in respect of the Relevant Package. At this point:
220.127.116.11 a legally binding contract will be in place between You and Us;
18.104.22.168 this contract will be for a fixed term;
22.214.171.124 We will arrange for the Goods to be delivered; and
126.96.36.199 We will arrange for the Services to be carried out at the Property
in the way You and We have agreed.
4.1.7 You have a statutory 14 day cooling off period starting on the day
after the Acceptance Date during which you may cancel the Order (“ Cooling Off Period”). We will not deliver any Goods or
perform any Services until the Cooling Off Period has expired. If You
cancel your Order during the Cooling Off Period then We will refund You any
sums paid within 14 days of the request to cancel the Order.
Delivery and installation of Goods
5.1 The Goods comprise of the items listed in Schedule 2
5.2 We shall arrange for delivery of the Goods through the Third Party
Suppliers. If You want information on Your delivery and installation
options and any additional costs, speak with Us or visit the ‘Contact Us’
section on Our webpage before You place Your order.
5.3 We will reasonably endeavour to arrange delivery of the Goods on or
shortly after the Move In Date (except where the Move In Date falls within
the Cooling Off Period in which case We will deliver as soon as practical
after the expiry of the Cooling Off Period) and provide You with
an estimated date for their delivery and installation in the Confirmation
E-mail (see clause 4.1.5). If we are unable to do so we will inform You of
any proposed date for delivery and installation by e-mail.
5.4 Delivery of the Goods will take place when we deliver them at the
Property. We will notify You once this has taken place.
5.5 If something happens which affects the estimated date of delivery of
the Goods We will let You have a revised estimated date for delivery of
them (see clause 6 for what happens if there are any problems in installing
5.6 If the Goods are to be delivered after the Move In Date, either by an
agreement with Yourself and the other Tenants of the Property or any other
circumstance, We will arrange a date and five hour time window with
Yourself or one of the other Tenants for the Goods’ delivery and
5.7 We will not install any of the Goods unless We agree in writing with
You that We will do so.
5.8 Where We cannot arrange delivery and installation with the Letting
Agent We will attempt to arrange delivery directly with You. We cannot
deliver the Goods if We are unable to properly identify You or one of the
other Tenants. Please ensure that either You or one of the other Tenants is
able to provide Our driver (and where we have agreed that installation will
take place, the installation team) with a form of ID (passport or photo
card driving licence).
5.9 Unless You and We agree otherwise, if We cannot deliver Your Goods
within 30 days of the Move In Date, We will:
5.9.1 let You know;
5.9.2 cancel Your order; and
5.9.3 give You a refund.
5.10 If the Goods are to be delivered after the Move in Date and nobody is
available to take delivery, please let Us know using the contact details at
the top of this page.
5.11 You are responsible for the Goods when delivery has taken place. In
other words, the risk in the Goods passes to You when You take possession
of the Goods.
Carrying out of the Services
6.1 The Services comprise of those listed in Schedule 1 depending upon the
Relevant Package chosen and paid for by You.
6.2 Our carrying out of the Services might be affected by events beyond Our
reasonable control. If so, there might be a delay before We can carry out
or restart the Services, having made reasonable efforts to limit the effect
of any of those events and having kept You informed of the circumstances,
but We will try to carry out and/or restart the Services as soon as those
events have been fixed. Examples of events which might be beyond Our
reasonable control include:
6.2.1 Goods necessary to effect the Services not being delivered at the
time agreed with a Third Party Supplier (and We cannot obtain a replacement
within a reasonable time or the price charged by a supplier is much higher
than the original charge);
6.2.2 where the Relevant Package includes Broadband, issues with the
6.2.3 issues with the supplier of the Utilities;
6.2.4 We cannot access the Property at the times We agreed with You; or
6.2.5 poor weather conditions.
6.3 You authorise Us to act as Your agent in relation to the setting up of
the Services. You give Us full authority to enter into such contracts as
are necessary with a Third Party Supplier to ensure that We can provide You
6.4 You authorise Us to use Your personal data (as defined in the relevant
Data Protection Legislation, to the extent necessary for Us to perform the
Services and to the extent to which We are permitted to by the Data
6.5 In order to enable us to provide the Metered Utilities and Unlimited
Utilities service You agree that We may, if We deem it necessary to do so,
include our name as a party to any agreement between you and any Third
Party Supplier. Where this is necessary, You agree to indemnify and hold Us
harmless against all liabilities, costs, expenses, damages and losses
(including but not limited to any direct, indirect or consequential losses,
loss of profit, loss of reputation and all interest, penalties and
reasonable legal costs and all other reasonable professional costs and
expenses) suffered or incurred by Us arising out of or in connection with
Us contracting directly with any Third Party Supplier on Your behalf in
respect of the Services.
7.1 You agree to provide Us with all necessary consents and permissions
that We may need to enable Us to provide the Services, including getting
permission from the Letting Agent or Your landlord to change the provider
of the Utilities. If necessary, and if We ask for it, You will provide Us
with written proof (which can include an email) before We start supplying
7.2 Where You provide Us with any personal information in relation to other
Tenants in the Property, You confirm that You have obtained their consent
to do so.
7.3 You agree and understand that in providing the Services, We are
entering into contracts for the supply of the Services with Third Party
Suppliers in Your names. This means that You as the Tenants, and each of
you together and on your own, are liable for all the contractual
obligations set out in the End User Agreements, including but not limited
to the payment of any charges.
7.4 As part of the Services We are providing you with either Metered
Utilities or Unlimited Utilities. In order to allow Us to provide You with
this service You agree that you will:
7.4.1 Provide Us with meter readings at least every quarter by sending Us a
photo of the meter reading and at the end of the Contract Year.
7.4.2 Where You are provided with a smart meter or similar technology for
the monitoring of usage of the Utilities, You agree to keep this plugged
in, switched on and easily accessible at all times;
7.4.3 Keep any equipment that You are provided with in relation to the
Services in good working order;
7.4.4 Upon discovering or becoming aware of any kind of leak relating to
any of the Utilities, you will immediately notify Us or the relevant Third
Party Provider (in the event that the leak is dangerous).
Charges and payment
8.1 We will let You know the anticipated cost of the Relevant Package (and
any extra charges such as additional delivery and installation charges) to
the fullest extent we can before You place an order with us.
8.2 The Upfront Price is made up of a Signing-On Fee to be paid when making
the Order (as set out above in clause 4.1) plus any additional fee that we
may require you to pay depending upon the Relevant Package chosen.
8.3 Following the Confirmation Email, out customer support team will give
an estimated date for the delivery of the Goods and time window in which
the Services will be carried out. It will also provide a breakdown of the
total amount owed by You to Us in respect of the Relevant Package and state
the amount payable for each Monthly Payment and each Monthly Payment Date.
If any of the information on the Confirmation E-mail is incorrect You will
use Your best endeavours to inform Us as soon as possible. Please contact
Us using the contact details in the Confirmation E-mail, if You want any
further information as to the Monthly Payments or have a query on them.
8.4 In respect of the Signing-On Fee this must be made by card payment.
8.5 All payments by credit card or debit card need to be authorised by the
relevant card issuer.
8.6 In respect of the Monthly Payments, We only accept Recurring Card
Payment. When making an Order You undertake to set up a Recurring Card
Payment with us in respect of the Monthly Payments. The bank account
provided as part of Your Payment Details on the Order form will be charged
in respect of a Monthly Payment on each Monthly Payment Date as set out in
the Confirmation E-mail. Upon successful receipt of these funds We will
send You an e-mail acknowledging this.
8.7 If Your Monthly Payment is not received by Us We will notify You by
e-mail that We have not received this. Any such Missed Payment must be made
by You within 7 days. You will be liable for the Missed Payment and any
costs incurred by Us in connection with recouping the Missed Payment - this
includes, but is not limited to a £10 late payment fee for every missed
payment. We fully abide with all Data Protection Legislation but do reserve
the right to share Your details with any recovery agent We deem necessary
to recoup any and all Missed Payments.
8.8 We may also charge interest on any Missed Payment that has not be
repaid with 7 days of that payment’s respective Monthly Payment Date at the
rate of 2 percentage points a year above Bank of England’s base rate. We
will email You to let You know if We intend to do this.
8.9 The price of the Goods and Services:
8.9.1 is in pounds sterling (£)(GBP);
8.9.2 includes VAT at the applicable rate;
8.9.3 includes the cost of delivery of the Goods (if You want information
on Your delivery and installation options and costs, speak with Us or visit
the ‘Contact Us’ section of our webpage before You place Your order;
8.9.4 includes the cost of carrying out and maintaining the Services.
8.10 In the event that any of the Goods are damaged or stolen You may
either request that:
8.10.1 We provide a replacement; or
8.10.2 You continue to perform Your obligations under the contract without
access to that device.
If You request a replacement device We will reasonably endeavour to provide
You with a suitable replacement. We will confirm whether We are able to
provide a suitable replacement by e-mail and will list the cost of this
replacement device along with any applicable installation fee (as set out
above in clauses 8.1 and 8.2). We will not repair any of the Goods for You.
8.11 At the end of the Contract Year you must return all of the Excluded
Equipment to Us in good condition. Whether an item is in good condition or
not shall be at Our sole discretion.
8.12 In the event that:
8.12.1 You fail to return a piece of Excluded Equipment; or
8.12.2 Any piece of Excluded Equipment You return to Us is deemed as not
being in good condition.
You will remunerate Us to the extent required for Us to purchase a suitable
replacement. We will invoice You by e-mail for the cost of this replacement
device along with any applicable installation fee.
8.13 If You miss any agreed installation date, You agree to reimburse Us in
full for any fees or charges incurred as a result. You agree that We may
request a payment via Recurring Card Payment or that We may increase Your
Monthly Payment to cover these fees or charges.
8.14 We reserve the right to charge the bank account or card details on
record of any Tenant provided as part of their Payment Details on the Order
form in respect of any Excluded Equipment that is not returned or damaged.
8.15 Where you have chosen the Metered Utilities, and at the end of the
contract, the amount that you have paid to us via the Monthly Payments:
8.15.1 exceeds the actual cost of the Metered Utilities, we will refund you
the difference within 30 days of the end of the contract;
8.15.2 is less than the actual cost of the Metered Utilities, we will
request a payment via Recurring Card Payment to cover the shortfall.
Nature of the Goods
9.1 The Consumer Rights Act 2015 gives You certain legal rights (also known
as ‘statutory rights’), for example, the Goods:
9.1.1 are of satisfactory quality;
9.1.2 are fit for purpose;
9.1.3 match the description; and
9.1.4 are installed properly.
9.2 We must provide You with Goods that comply with Your legal rights.
9.3 The packaging of the Goods may be different from that shown in
Promotional Offers or on Our Website.
9.4 The make and model of the products described as forming part of the
Goods may vary and are at Our sole discretion.
Nature of the Services
10.1 The Consumer Rights Act 2015 gives You certain legal rights (also
known as ‘statutory rights’), for example:
10.1.1 the Services are carried out with reasonable care and skill;
10.1.2 You must pay a reasonable price for the Services, and no more if You
and We haven't fixed a price for the Services, and
10.1.3 We must carry out the Services within a reasonable time if You and
We haven't fixed a time for the Services to be carried out.
10.2 We must provide You with Services that comply with Your legal rights.
Faulty Goods and Services
11.1 Your legal rights under the Consumer Rights Act 2015 (also known as
‘statutory rights’), are set out at the top of this contract. They are a
summary of some of Your key rights. If there is something wrong with the
Services provided to You, the remedies for Services will apply. If there is
something wrong with Your Goods, the remedies for Goods will apply. In
practice, there may be some overlap between the remedies available to You
and We will try agree to with You the most appropriate course of action.
11.2 For more detailed information on Your rights and what You should
expect from Us, please:
11.2.1 contact Us using the contact details at the top of this page; or
11.2.2 visit the Citizens Advice website www.adviceguide.org.uk or call
03454 04 05 06.
11.3 Nothing in this contract affects Your legal rights under the Consumer
Rights Act 2015 (also known as ‘statutory rights’). You may also have other
rights in law.
11.4 Please contact Us using the contact details at the top of this page,
if You want:
11.4.1 Us to replace the Goods; or
11.4.2 Us to repeat or fix the Services.
End of the contract
12.1 If this contract is ended it will not affect Our right to receive any
money which You owe to Us under it.
Limit on our responsibility to You
Except for any legal responsibility that We cannot exclude in law (such as
for death or personal injury), We are not legally responsible for any:
13.1.1 losses that:
188.8.131.52 were not foreseeable to You and Us when the contract was formed;
184.108.40.206 that were not caused by any breach on Our part;
13.1.2 business losses; and
13.1.3 losses to non-consumers.
14.1 We will try to resolve any disputes with You quickly and efficiently.
14.2 If You are unhappy with:
14.2.1 the Goods;
14.2.2 the Services;
14.2.3 Our service to You generally; or
14.2.4 any other matter;
please contact Us as soon as possible.
14.3 If You and We cannot resolve a dispute using our internal complaint
handling procedure, we will:
14.3.1 let You know that We cannot settle the dispute with You; and
14.3.2 give You certain information required by law about our alternative
dispute resolution provider at the time.
14.4 If You want to take court proceedings, the relevant courts of England
will have exclusive jurisdiction in relation to this contract.
14.5 Relevant English law will apply to this contract.
Third party rights
15.1 No one other than a party to this contract has any right to enforce
any term of this contract.
Each package has varying amount of fair usage policy as
seen on initial sign up
Installation by Third Party Supplier only if required for
Installation by Third Party Supplier only if required for
Installation by Third Party Supplier only if required for
Goods You must return to Us
1) Internet Hub/Router
If any of these Goods are not returned to Us or returned damaged
you will remunerate Us to the extent necessary to procure a
suitable replacement as set out in clause 8.12.