These terms apply when you take a Precious Broadband service. Together with the order confirmation we send you, they form your contract with us.
1. About us
Precious Broadband is a trading name of Mad Tech Heads LTD (Company No: 144409189), with registered office at Office 7622, 182-184 High Street North, London, East Ham, England, E6 2JA. The business is operated from Faversham, Kent.
2. The service
We provide 5G mobile broadband for home and small-business use. Speeds depend on the network signal at your address, your router placement, time of day, and what else is happening on the network. We do not guarantee a specific speed.
Before you commit, we'll talk through the speeds we typically see in your area so you know what to expect.
3. Contract length & pricing
The standard contract runs for 24 months. Your monthly price and one-off setup fee are confirmed in writing at the time of order.
Each April we review the monthly price in line with our supplier costs. Any change is typically in the range of £1–£1.50 per month, and we always notify you in writing before it takes effect. Between reviews, the price is fixed.
4. Payment
Payment is taken monthly by Direct Debit or invoice, agreed at sign-up. The first payment includes the setup fee. We don't store card details and we don't auto-charge cards.
If a payment fails, we'll get in touch before suspending service. We'll always work with you to resolve it.
5. Router
The 5G router we supply is loaned to you for the duration of your contract and remains the property of Precious Broadband. Full details — care, faults, returns and the non-return fee — are covered in our router loan & returns policy.
6. Support
Phone and email support is available Monday to Friday, 9am to 5pm. Anything sent outside those hours gets a reply the next working day. A self-service customer portal is on our roadmap for the future.
7. Cancellation & end of term
You have a statutory 14-day right to cancel from the day we confirm your order. Within this period, return the router and we'll refund the setup fee.
After the 14-day period, early cancellation (during the initial 24-month term) may incur a fee — calculated as the remaining months of contract less any costs we save. The exact amount is set out clearly in your order confirmation.
At the end of the 24-month term, the contract continues on a rolling monthly basis at the same monthly price. There is no fixed-term auto-renewal. You can cancel at any time after the initial term by giving us 30 days' written notice (email is fine). The April price review continues to apply during the rolling period.
If we ever fail to provide a usable service at your address (after coverage has been confirmed), we'll refund the setup fee in full and collect the router. No penalty.
8. Your data
How we handle your personal data is set out in our privacy policy. In short: we collect only what we need, never sell it, and you can ask us to delete it.
9. Liability
We will use reasonable care and skill in providing the service. To the extent permitted by law, we are not liable for indirect or consequential losses (e.g. lost income from internet downtime).
Nothing in these terms limits liability for death or personal injury caused by our negligence, or for fraud.
10. Changes to these terms
We may update these terms from time to time. Material changes will be notified to existing customers in writing at least 30 days before they take effect. The current version is always the one published on this page — the "Last updated" date at the top tells you when it last changed.
11. Governing law
These terms are governed by the laws of England and Wales. Any disputes are subject to the exclusive jurisdiction of the English courts.