Terms and Conditions

Stride Communications Ltd

Last Updated: November 2025

1. Introduction and Acceptance

These Terms and Conditions (“Terms”) govern your use of services provided by Stride Communications Ltd (“we”, “us”, “our”, or “Stride Communications”), a company registered in England and Wales. Our registered office is located at 2a High Street, Lane End, Buckinghamshire, HP14 3JF.

By accessing our website, ordering our products, or using any of our services, you agree to be bound by these Terms. If you do not agree to these Terms, please do not use our services.

These Terms should be read in conjunction with our Privacy Policy, which explains how we collect, use, and protect your personal data. If you and Stride Communications Ltd have entered into a separately negotiated and signed written contract for any of our services, the terms of that written contract shall take precedence over these Terms and Conditions in the event of any conflict or inconsistency. These Terms apply only to the extent they do not conflict with any such written contract.

2. Our Services

Stride Communications provides a comprehensive range of business telecommunications and connectivity services to UK-based businesses and residential customers, including but not limited to:

Business Phone Systems: VoIP telephone systems, hosted phone systems, cloud PBX, SIP trunking, 3CX phone systems, Microsoft Teams integration, call recording services, IVR systems, and business telephony solutions
Business Broadband & Internet Connectivity: Fibre broadband (FTTC), full fibre (FTTP), ADSL2+, SoGEA broadband, leased lines, bonded internet, load balanced internet, 4G and 5G wireless internet solutions
WiFi & Network Solutions: Office WiFi installation, enterprise WiFi systems, mesh WiFi coverage, network cabling, managed WiFi support, indoor and outdoor WiFi installations
Business Mobile Services: Business mobile contracts, SIM-only plans, mobile device management, multi-SIM solutions, 5G business mobile plans
Business Energy & Utilities: Business electricity, business gas, water services, renewable energy options, smart meter installation, utility procurement and management
Hardware & Equipment: VoIP telephones, networking equipment, business headsets, accessories, and related telecommunications hardware
Additional Services: Professional voice recordings, technical support, installation services, system maintenance, migration services, and consultation

3. Definitions

In these Terms, the following definitions apply:

“Customer”, “you”, “your”: refers to the person, business, or organization purchasing or using our services
“Services”: refers to any and all telecommunications, connectivity, energy, hardware, or related services provided by Stride Communications
“Agreement” or “Contract”: refers to the legally binding agreement formed when you accept our quote and begin using our services
“Equipment”: refers to any hardware, devices, or physical items provided by us or required for service delivery
“Third-Party Providers”: refers to our network partners, suppliers, and service providers who assist in delivering services to you

4. Account Registration and Orders

4.1 Account Creation

To use our services, you must provide accurate, current, and complete information during the registration and ordering process. You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.

4.2 Order Acceptance

When you request a quote or place an order for our services, you are making an offer to purchase. We reserve the right to accept or reject any order at our discretion. A binding contract is formed only when we accept your order and provide confirmation, either verbally, by email, or through our online portal.

4.3 Eligibility

You must be at least 18 years of age and have the legal capacity to enter into contracts. If you are ordering on behalf of a business or organization, you represent that you have the authority to bind that entity to these Terms.

5. Service Provision and Availability

5.1 Service Availability

We will use reasonable endeavors to ensure that our services are available 24/7. However, we do not guarantee uninterrupted service and are not liable for any downtime caused by factors beyond our reasonable control, including but not limited to:

Internet service provider failures or disruptions
Power outages or electrical failures
Network infrastructure issues beyond our control
Scheduled maintenance (we will provide reasonable notice where possible)
Force majeure events (see Section 20)

5.2 Installation and Setup

Installation and setup times are estimates only and may vary depending on technical requirements, site conditions, and third-party provider availability. We will inform you of any significant delays as soon as reasonably practicable.

5.3 Service Modifications

We reserve the right to modify, suspend, or discontinue any aspect of our services at any time. Where reasonably possible, we will provide you with advance notice of any material changes that may affect your use of the services.

5.4 Third-Party Dependencies

Many of our services rely on third-party network providers, telecommunications carriers, and infrastructure. While we select reliable partners, we cannot be held responsible for third-party service failures or performance issues beyond our reasonable control.

6. Pricing and Payment

6.1 Pricing

All prices are quoted in British Pounds Sterling (GBP) and are exclusive of Value Added Tax (VAT) unless otherwise stated. VAT will be charged at the applicable rate in force at the time of invoicing.

6.2 Price Changes

While we strive to maintain competitive and transparent pricing, we reserve the right to adjust our prices. For ongoing services, we will provide you with at least 30 days’ written notice of any price increase. You have the right to terminate the affected service without penalty if you do not accept the price increase.

6.3 Payment Terms

Payment terms will be specified in your service agreement or invoice. Standard payment terms are:

Monthly services are billed in advance on a recurring basis
Hardware and equipment purchases are payable in full upon order unless alternative arrangements are agreed in writing
Installation fees and one-time charges are due upon completion of service
Invoices are typically due within 14 days of the invoice date unless otherwise specified

6.4 Payment Methods

We accept payment by direct debit, credit card, debit card, bank transfer, or other methods as agreed. By providing payment details, you authorize us to charge the applicable fees for your services.

6.5 Late Payment

If payment is not received by the due date, we reserve the right to:

Charge interest on overdue amounts at a rate of 8% per annum above the Bank of England base rate
Suspend or terminate your services
Engage debt collection services and recover all reasonable costs associated with collection

6.6 Disputed Charges

If you dispute any charges, you must notify us in writing within 30 days of the invoice date. While we investigate your dispute, you remain responsible for paying any undisputed portions of the invoice.

7. Contract Terms and Duration

7.1 Contract Period

Service contracts may be offered on a rolling monthly basis or for fixed terms (typically 12, 24, or 36 months). The specific contract period will be clearly stated in your service agreement.

7.2 Automatic Renewal

Fixed-term contracts will automatically renew on a rolling monthly basis unless you provide written notice of termination at least 30 days before the end of the fixed term. Rolling monthly contracts continue until terminated by either party in accordance with Section 8.

7.3 Early Termination Charges

If you terminate a fixed-term contract before the end of the minimum term (except as permitted under these Terms), you will be liable for early termination charges equal to the remaining monthly fees for the balance of the contract term, unless otherwise agreed in writing.

8. Termination and Cancellation

8.1 Termination by Customer

You may terminate services by providing written notice:

For rolling monthly contracts: 30 days’ written notice
For fixed-term contracts: subject to early termination charges (see Section 7.3)

Notice must be provided in writing to support@stridecommunications.co.uk or by post to our registered address.

8.2 Termination by Stride Communications

We may suspend or terminate your services immediately without notice if:

You breach these Terms in any material respect
You fail to make payment when due
You use our services for illegal or fraudulent purposes
You engage in activities that harm or disrupt our services or networks
We are required to do so by law or regulatory authority

We may also terminate for convenience by providing you with 30 days’ written notice.

8.3 Effects of Termination

Upon termination:

You remain liable for all charges incurred up to the termination date
You must return any equipment provided by us in good condition (reasonable wear and tear excepted)
We may disable your access to services and online portals
Provisions of these Terms that by their nature should survive termination will continue to apply

9. Customer Responsibilities

As a customer, you are responsible for:

Providing accurate and complete information when ordering services
Ensuring you have appropriate internet connectivity for VoIP and cloud-based services
Maintaining the security of your account credentials and login information
Complying with all applicable laws and regulations in your use of our services
Using our services only for lawful purposes and in accordance with these Terms
Providing safe access to your premises for installation and maintenance
Notifying us promptly of any service issues or equipment faults
Taking reasonable care of any equipment provided by us
Updating your contact information if it changes

10. Acceptable Use Policy

You agree not to use our services to:

Engage in illegal activities or violate any laws or regulations
Send unsolicited commercial communications (spam)
Distribute malware, viruses, or other harmful code
Interfere with or disrupt our services or networks
Attempt to gain unauthorized access to our systems or other users’ accounts
Harass, threaten, or harm others
Violate intellectual property rights
Use automated systems to access our services excessively
Resell or redistribute our services without our express written permission

Violation of this Acceptable Use Policy may result in immediate suspension or termination of your services without refund.

11. Equipment and Hardware

11.1 Provided Equipment

Equipment provided as part of your service (such as VoIP phones, routers, or other hardware) remains the property of Stride Communications unless otherwise specified. You are responsible for the safekeeping and proper use of such equipment.

11.2 Purchased Equipment

Equipment that you purchase outright becomes your property upon full payment. Title passes to you at that time, but risk passes upon delivery.

11.3 Equipment Return

Upon termination of services, you must return all provided equipment to us within 14 days in good working condition (reasonable wear and tear excepted). Failure to return equipment may result in charges equal to the replacement cost of the equipment.

11.4 Equipment Maintenance

We will maintain and repair equipment that we own. You are responsible for reporting any faults or defects promptly. You must not attempt to repair equipment yourself unless authorized by us.

12. Data Protection and Privacy

We take your privacy seriously and handle your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Our Privacy Policy, available at https://stridecommunications.co.uk/privacy-policy/, explains in detail:

What personal data we collect and why
How we use, store, and protect your data
Your rights regarding your personal data
How to contact us about data protection matters

For VoIP services, we are legally required to retain communications data (such as call records showing numbers called, duration, and time) for a minimum of 12 months to comply with UK law enforcement requirements. This data may be accessed by authorized law enforcement agencies for the investigation and prosecution of serious crime.

13. Telecommunications Regulations

13.1 Number Portability

You have the right to port (transfer) your telephone numbers to or from our services in accordance with Ofcom regulations. We will facilitate number porting within the timeframes required by law. You remain responsible for charges during the porting process.

13.2 Emergency Services

For VoIP services, access to emergency services (999/112) depends on a functioning internet connection and power supply. You must provide accurate address information for each phone number to ensure emergency services can locate you. We cannot guarantee emergency service access during power or internet outages.

13.3 Directory Listings

If you request that your telephone numbers be listed in public directories, we will share your contact details with directory service providers. You may opt out of directory listings at any time.

13.4 International Calling

International calling charges apply to calls made to destinations outside the UK and are billed at the rates in effect at the time of the call. Current rates are available upon request.

14. Intellectual Property Rights

All intellectual property rights in our services, software, systems, website content, branding, and documentation belong to Stride Communications or our licensors. You are granted a limited, non-exclusive, non-transferable license to use our services and related materials solely for your internal business purposes.

You may not:

Copy, modify, or reverse engineer our software or systems
Remove or alter any copyright notices or proprietary markings
Use our trademarks or branding without our written permission

15. Warranties and Disclaimers

15.1 Our Warranties

We warrant that we will provide our services with reasonable skill and care in accordance with good industry practice. We will use reasonable efforts to maintain service quality and availability.

15.2 Disclaimers

Except as expressly stated in these Terms:

Services are provided “as is” and “as available”
We do not guarantee that services will be uninterrupted, error-free, or completely secure
We disclaim all implied warranties to the fullest extent permitted by law
We are not responsible for third-party services or content

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 by law.

16. Limitation of Liability

16.1 Direct Losses

Subject to Section 15.2, our total aggregate liability for direct losses arising from or related to your use of our services in any 12-month period shall not exceed the total amount you paid to us for services during that period.

16.2 Indirect Losses

We shall not be liable for any indirect, consequential, special, or incidental losses, including but not limited to:

Loss of profits, revenue, or business opportunities
Loss of data or corruption of data
Loss of goodwill or reputation
Business interruption costs

16.3 Exceptions

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded.

17. Indemnification

You agree to indemnify, defend, and hold harmless Stride Communications, its directors, officers, employees, and agents from and against any claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising from your breach of these Terms, your violation of any law or regulation, your violation of any third-party rights, or your use or misuse of our services.

18. Complaints and Dispute Resolution

18.1 Complaints Procedure

If you have a complaint about our services, please contact us at:

Email: support@stridecommunications.co.uk
Telephone: 0800 849 1555
Post: 2a High Street, Lane End, Buckinghamshire, HP14 3JF

We will acknowledge your complaint within 2 working days and aim to resolve it within 8 weeks.

18.2 Alternative Dispute Resolution

If we are unable to resolve your complaint to your satisfaction within 8 weeks, or if you are unhappy with our proposed resolution, you may refer the matter to an Alternative Dispute Resolution (ADR) scheme. We will provide details of the relevant ADR scheme for telecommunications services upon request.

18.3 Governing Law

These Terms are governed by the laws of England and Wales. Any disputes arising from or relating to these Terms or our services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

19. Changes to These Terms

We may update these Terms from time to time to reflect changes in our services, legal requirements, or business practices. We will notify you of any material changes by:

Posting the updated Terms on our website
Sending you an email notification
Providing notice through our online portal

Your continued use of our services after the effective date of the updated Terms constitutes your acceptance of the changes. If you do not agree to the updated Terms, you may terminate your services in accordance with Section 8.

20. Force Majeure

We shall not be liable for any failure or delay in performing our obligations under these Terms where such failure or delay is caused by circumstances beyond our reasonable control, including but not limited to acts of God, natural disasters, war, terrorism, civil unrest, government actions, strikes, labor disputes, epidemics or pandemics, telecommunications or internet failures, cyber attacks, or failures of third-party suppliers or infrastructure providers.

21. Assignment and Transfer

We may assign, transfer, or subcontract our rights and obligations under these Terms to any third party without your consent, including in connection with a merger, acquisition, reorganization, or sale of assets. You may not assign or transfer your rights or obligations under these Terms without our prior written consent.

22. Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect. The invalid provision shall be modified to the minimum extent necessary to make it valid and enforceable while preserving its intent.

23. Entire Agreement

These Terms, together with our Privacy Policy and any service-specific agreements, constitute the entire agreement between you and Stride Communications regarding your use of our services and supersede all prior agreements, representations, and understandings, whether written or oral.

24. Waiver

Our failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision. Any waiver must be in writing and signed by an authorized representative of Stride Communications.

25. Third-Party Rights

These Terms are for the benefit of you and Stride Communications only. No third party shall have any right to enforce any provision of these Terms under the Contracts (Rights of Third Parties) Act 1999.

26. Contact Information

For questions about these Terms or any aspect of our services, please contact us: