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Terms and Conditions


Your personal details and all the transactions made by you, including payments and charges.


A full price list setting out all charges which can be applied under this contract can be found on our website This includes fixed recurring charges, call charges, service charges, usage charges, administration fees, fees for connection and reconnection, cancellation fees and any costs relating to debt collection where you have failed to make you monthly direct debit payment.

Cooling Off Period

Aurora Telecom UK Limited allows a 7-day cooling off period for any services which are being switched from another supplier from the date of the electronic contract, where you can cancel your contract.
For all new line services Aurora Telecom UK Limited will consider the contract effective once the customer has verbally agreed to the new connection taking place on a verification call at the time of your order being placed.


Services are being provided to you or available for your use.


The process of giving you access to Services. “Disconnection” and “Reconnection” have a corresponding meaning.

Contract Cancellation

Your contract cannot be cancelled during the Contract Term or after the Cooling Off period. At the end of your contract, you must give us a minimum 10 working days written notice to end your contract on or after the contract end date.

Contract Term

The duration is specified on the electronic contract you signed, and reconfirmed in the verification call at the time of your order.


You, or another person named by you, who is authorised to act in your place with regards to your account.

Electronic Contract

The electronic contract is entered into by signing the application form on the tablet and completing a verification call with an Aurora Telecom UK Limited customer service agent.

Fair Usage Policy

Unlimited call packages have a limit of 2000 minutes.


You will be charged for line rental any other services at the rates included in your contract for the term of your contract. Call are charged at the rates shown on our website.


Monthly invoices must be paid by direct debit. Your direct debit was set up at the start of your contract, and any changes to your direct debit must be communicated with Aurora Telecom UK Limited before you cancel your existing direct debit.

One off payments accepted by Visa and Mastercard credit and debit cards only.

Price List

A list of our current charges which is updated from time to time and is on our website or on request.


The temporary Disconnection of Services. “Suspend” has a corresponding meaning.

Third Party Content

The Content owned or licensed by third parties.

Written Communications

Written communications includes postal and email communications.

Aurora Telecom UK Limited Services


This agreement covers the provision of telecommunication and ancillary services. Reasonable changes to terms and conditions can be made by giving you a minimum of 30 days’ written notice. Our latest terms and conditions and pricing information, together with any published changes, can be found on our website

How we provide the Services to you

AuroraTelecom UK Ltd provides services via MPF for telephone lines with Aurora Telecom UK Ltd. MPF means that AuroraTelecom UK Ltd will bill you for line rental of your phone line and BT Openreach will continue to maintain your line and fix any faults that may occur. In all circumstances your phone line from the exchange to your premises will be continued to be maintained and repaired by BT Openreach.

You acknowledge that to avoid delays occurring in the ordering process, Aurora Telecom UK Ltd will need to be notified by BTTM of any products or services presently in use on your line that are incompatible with the MPF or NGA service BTTM or other network providers are under a strict duty not to disclose information about a customers’ telephone services to a third party unless the customer has consented to such disclosure. In entering this agreement, you give consent to BTTM or other network providers to disclose such information to Aurora Telecom UK Ltd. You also give Aurora Telecom UK Ltd authority to act as your agent to arrange connection onto Aurora Telecom UK Ltd services. If Aurora Telecom UK Ltd is unable to take over the provision of your line rental, for whatever reason, you hereby authorise us to carry your phone calls only through our carrier platforms.

Your Contract

Your contract will commence from the completion of Cooling Off Period and will last for the duration specified in your Electronic Contract. We may end this contract without giving you notice if you break any of your obligations in this contract. On termination of this contract for whatever reason, you agree to:

a. Immediately pay any outstanding invoices.
b. Where you terminate the contract during the Contract Term specified in your Electronic Contract you will reimburse Aurora Telecom UK Ltd for the recurring charges until the end of you Contract Term prior to transferring your services to another provider or ceasing your services with Aurora Telecom UK Limited.


You will be charge monthly at the prices agreed in your Electronic Contract, and, where applicable, the prices on our website as set out below:
a. Line rental, service charges and call packages are invoiced one month in advance.
b. Usage charges are billed in arrears.
c. Charges are calculated from the Aurora Telecom UK Limited data records only.
d. If we have not received payment by your bill due date we may disconnect or suspend any services we provide to you, including telephone, broadband and any other services. A fee will be charged for reconnecting any service. The amount of the fee can be found on our website
e. Charges are subject to VAT in accordance with legislation.
f. Termination charges issued by previous suppliers are your responsibility, and Aurora Telecom UK Limited will not reimburse these.
g. Aurora Telecom UK Ltd will charge you a fee as set out on our website for any unsuccessful direct debit collections which result in funds not being collected from you to pay your invoice.
h. Paper bills are charged at the amount set out on the website.
i. Engineer visits will be agreed with you in advance. These can involve a fee, and this will also be communicated to you before any visit is scheduled.
j. Failure to pay an invoice that results in Aurora Telecom UK Limited commencing a debt recovery process may result in us seeking compensation from you for these costs under the Late Payment of Commercial Debts (Interest) Act 1998.

Payment Terms

a. Aurora Telecom UK Limited will only accept payment by monthly variable direct debit and may terminate the contract of any customer who no wishes longer pay by direct debit. In this event, the customer remains responsible for the remain costs during the Contract Term.
b. Aurora Telecom UK Ltd will notify you of any problems with your payments. You should not make changes to your direct debit instruction without informing Aurora Telecom UK Limited. Any non-payment may result in suspension or cancellation of your services.
c. Late payments are subject to interest on the amount due at the rate of four percent above the Bank of England base rate ruling from time to time calculated from the due date until collection.
d. Cancellation of your direct debit does not constitute cancellation of your contract. Cancellation of your direct debit may result in a charge if alternate direct debit details are not provided prior to the bill due date.
e. Payments made by you are covered under the Direct Debit Guarantee.
f. A credit limit may be applied to your account. Any credit limit imposed can be amended without prior notice. If you incur charges in excess of your credit limit, you must make immediate payment to reduce the balance of your account to under the credit limit. If you fail to do so, we may suspend and ultimately disconnect any services. You remain responsible for all charges incurred.
g. If any invoice is not paid in part of full a period of 7 days after its due date, Aurora Telecom UK Ltd reserves the right to suspend services. Services will only recommence once the account balance is paid in full, including any administrative charges relating to the suspension. These charges can be found on our website Services may be disconnected completely after a period of 30 days, and/or where invoices have been paid late on more than 2 occasions, and/or 2 or more invoices remain unpaid. Reconnection will incur additional charges as set out on our website
h. If any portion of your bill is in dispute, you must raise the dispute with the Aurora Telecom UK ltd customer service team. Whilst the dispute if investigated, you must continue to make payments for the remaining amount owed, or it will be deemed that you have failed to make payments as suspension of disconnection of services may take place as set out above.

The Direct Debit Guarantee

a. For details on the scheme please visit
b. All customers of Aurora Telecom UK Limited must pay by direct debit.


a. All-inclusive call packages include only calls as set out on our website.
b. Local & national calls are numbers beginning with 01, 02, and 03 only and do not include Non-geographic numbers (0845, 0870 etc.), premium rate numbers (09 etc.), and internet access numbers.
c. The inclusive minute allowances specified in your call price plans, will be deducted in one minute increments (with any part minutes rounded up to the nearest minute).
d. Connection charges will apply to all calls except where they are part of a call bundle or otherwise specified in our price list.
e. If any part of a bundled service (e.g. phone and broadband) is cancelled, we will automatically apply to you the remaining charges for the period of your Contract Term.
f. All unlimited anytime call packages are subject to our Fair Usage Policy. Call charges for calls outside of your inclusive minute allowances include a per call connection charge.
g. If you exceed the limits included in our fair usage policy we will charge you the current call charges listed on. and we reserve the right to switch you to a more appropriate package, to suspend your Services, or to terminate this agreement with immediate effect.
h. All prices can be found on our website at


Aurora Telecom UK Limited actively monitors for fraudulent activity, and where possible we will endeavour to contact you as soon as we become aware that fraud may be in progress. If Aurora Telecom UK Ltd suspects fraudulent activity, outgoing calls will be barred. Liability always remains the responsibility of you, the Customer.

Your Obligations

You agree to:
a. Use the service in accordance with this agreement, any instructions given by us from time to time and any laws, regulations and licenses which apply to the use by you of the services.
b. Not to allow an alternative supplier to override or bypass our service either through the installation of equipment or through the BTTM local exchange.
c. To be responsible for any reprogramming costs or equipment removal costs that may be required to terminate the service of any previous supplier.
d. Not to use the Services in any way Aurora Telecom UK Ltd considers is or is likely to be detrimental to the provision of the Services to you, or to the services we provide to any other Aurora Telecom UK Ltd customers.
e. Not to use the service to transmit any material which may be abusive, offensive, obscene, indecent, menacing, defamatory or which might cause annoyance, inconvenience or needless anxiety to anyone or to commit a fraud or other criminal offence.
f. You are responsible for terminating, at your own expense, any contracts you may have with your previous suppliers for services that you considered are replaced by our Services.

Service disruption

a. We will use reasonable endeavours to provide an uninterrupted service, but you acknowledge and agree that from time to time faults may occur.
b. We are not responsible for repairing and maintaining your landline. BT Openreach™ will continue to have responsibility for maintaining your landline and fix any faults that may occur. We will co-ordinate any repairs necessary on your behalf.
c. We will use reasonable endeavours to correct any defect or fault in our Services. To report a fault, please contact Customer Services using the details provided on our website during opening hours.
d. We will apply an engineering call out charge if we send an engineer to your premises and a fault or failure is on your own equipment, and not on Aurora Telecom UK Ltd Equipment or Services, or is caused by accidental damage or if an engineering appointment is missed. Additional time related charges and replacement equipment costs may also be added.

Service Suspension

We may suspend, at no cost to us, one or all of your services in the following circumstances:
a. In the event of a local or national emergency.
b. To comply with a request from a government or other competent authority.
c. To protect or provide service to rescue or other essential services or otherwise.
d. To maintain the quality of our services or to upgrade the Services.
e. If you fail to pay any amount due to us, (whether or not we have issued you with an invoice).
f. If an event occurs that is beyond our reasonable control.
g. If you materially breach any part of this agreement.
h. If we have good reason to suspect fraudulent activity or misuse of our services or any other breach by you of this agreement.
i. If bankruptcy or insolvency proceedings are brought against you, or if you make an arrangement with your creditors or if a receiver, an administrative receiver or an administrator is appointed over any of your assets or if you go into liquidation or a corresponding event under Scottish Law

Cancellation Policy

a. Aurora Telecom UK Ltd will charge a disconnection fee if the line is ceased for any reason, charges may also apply as specified on our website.
b. If you wish to end your contract during the minimum period, you will be charged your monthly recurring charges in advance up until the end of your Contractual Term.
c. All cancellation requests must be put in writing to the Aurora Customer Service team to be processed, whether within or outside Contract Term.

Moving Premises

a. If you are moving premises you must contact Aurora Customer Service at least 4 weeks prior to your move date. Aurora Telecom will then determine if your Services can be moved to your new premises.
b. If a move can be facilitated, there may be a period where services are not available whilst work is carried out by Openreach or another third-party supplier. We will endeavour to keep any disruption to a minimum
c. If we can transfer the service to your new premises, we will do so within the existing contract term. Charges as per the Price List may be applicable and you will be advised of this in advance. Please note that it may not be possible to retain the same telephone number.
d. If we are unable to provide service at your new premises, we will allow you to cancel your contract without penalty.


Our friendly UK based call centre team makes every effort to provide excellent customer services and ensure that our customers are happy. Occasionally things do go wrong, and if they do, we will listen to your complaint and do our best to resolve the issue as quickly as possible. If you have a complaint, please contact our customer service team or refer to our Ombudsman Service on our website.

Clink here to find out find our Complaints Procedure information.


a. Compensation will not be payable by Aurora telecom UK Limited for any detrimental event beyond its reasonable control.
b. In this agreement, “beyond reasonable control” includes any act of God, reduction or failure of power supply, other telecommunication operators and suppliers or their equipment including access lines, act or omission of national or local government authority, war, act of terrorism, military operation, riot or delay, employee dispute, or supply or equipment by third parties.
c. In no circumstances will we have to compensate you for any business disruption, lost revenues, loss of anticipated savings, lost profits or other indirect, consequential or special losses nor for any charges incurred by you with another call carrier.
d. Without prejudice to this our liability to you in contract or tort arising under or in connection with this agreement shall be limited to a refund of the services included in your Contract for the period during which you were unable to use the services, up to a maximum liability of £750. We do not limit our liability for death or personal injury resulting from our negligence.


Aurora Telecom UK Limited shall have the right to assign, delegate or otherwise deal with their rights under the Agreement in part or in whole. The Customer shall not have the right to assign, delegate or otherwise deal with their rights under the Agreement in part or in whole.
Aurora Telecom UK Ltd may port any telephone number to a different network operator if and when we see fit. The customer hereby agrees the customer shall have no objection to.

Entire Agreement

If any provision or condition of this agreement shall be invalid or unenforceable, the remaining terms shall continue to apply. This agreement and the documents referred to in it represent the entire contract between us, to the exclusion of any terms subject to which you may accept, or purport to accept, the service. Any variations (other than changes made in accordance with this agreement), shall be accepted by both of us in writing.

No Waiver

Failure by either party to exercise or enforce any right conferred by the Agreement shall not be deemed to be a waiver of any such right nor operate so as to bar the exercise or enforcement thereof or of any other right on any later occasion.


Any notice or other communications by us to you will be made to your current billing address held by Aurora Telecom UK Ltd and/or by email and shall be valid and effective as soon as sent to you whether received by you or not. Any communications by you must be sent to our address and must quote your account number and shall not be effective until received by us.

Governing Law

The Courts of England & Wales shall have exclusive jurisdiction for the purposes of determining any dispute or other matter which arises out of or in relation to this agreement.