Terms and Conditions

Terms & Conditions Of Service

Contracting Parties

This Agreement is made between; (i) Greyhound Household and (ii) the party contracting to accept and pay for services from Greyhound Household (“You”)

General Terms and conditions

Set out within this document are the general terms and conditions (the “General Terms”) which apply to all Greyhound Household fixed telephone (including VOIP) and broadband services.

Use of Service

The Customer undertakes not to use the Service or the Equipment (collectively the Service):

  1. For any improper, immoral or unlawful purpose, nor cause any nuisance by the use of the Service, nor allow others to use the Service for any of the foregoing purposes; or
  2. For the transmission of any material which is, may be or is intended to be a hoax or is of a defamatory, offensive, abusive, obscene or menacing nature; or
  3. For the infringement of intellectual property rights or trade secrets of another party; or
  4. For the processing of automated personal data as defined in the Data Protection Act 2018
  5. In a manner which in the opinion of Greyhound Household in its absolute discretion makes abnormal demands on the Service or Greyhound Household’s Network or facility from a single connection.
  6. You shall ensure that all persons having access to the Service comply with the terms and conditions herein stated.
  7. You are bound to observe the confidentiality of the connection details and are therefore responsible for the security thereof.
  8. Greyhound Broadband products have a fair usage limit on the amount of data you can download in any month (2TB/Terabyte). Your usage must not exceed that monthly limit. Usage limits may be updated from time to time. The first time you go over the usage limit Greyhound Broadband may write to you. The alert will let you know what will happen if you go over the cap again. If you continue to exceed the usage limit we may suspend or terminate your services.
  9. You shall ensure that all Equipment provided to you for accessing the Service is maintained and kept in good working order.
  10. You shall comply and are bound by all conditions of the licence under which the Equipment is provided.
  11. You shall comply with all reasonable instructions given to you by us in relation to the use of the Services.
  12. Greyhound Household will you use your personal data and other account information in connection with any investigation carried out by Greyhound Household in accordance with these terms and conditions, by disclosing it to any third party authority that Greyhound Household considers has a legitimate interest in any such investigation or its outcome.
  13. You shall inform Greyhound Household of a change of name, address, email address and/or telephone number.
  14. You shall indemnify and hold Greyhound Household harmless against all liabilities, claims, damages, losses, expenses and proceedings howsoever arising from or in any way connected with the use of the Service by anyone.

Service Overview

  1. Your broadband speeds can and will vary depending on the type of broadband available in your area and the broadband product you have chosen. Greyhound Household rely on our wholesale network partners in providing you with information on your maximum available broadband speeds at the point of sale (i.e. over the phone or online) however, we will confirm the specific maximum achievable speed information to you as soon as possible after you have connected/installed the services.
  2. We do not advertise a minimum download OR a minimum or maximum upload speed.
  3. The maximum available download speed provided at the point of sale and/or confirmed following your installation may not be available at all times. The reasons for this are outlined in more detail further on in this section.
  4. The maximum available download speed is the highest speed that we are realistically able to deliver and it will be specific to your line, i.e. your maximum available download speed will depend on the distance of your home from the cabinet or local exchange. The achievable download speed is the speed you should receive during use of the broadband service.
  5. 'FTTH - If you can connect by Fibre to your Home, then the maximum achievable download speed on your line will be confirmed in advance of connection to the Services. Greyhound Household will commit to a maximum achievable and normally available download speed above 90% of the advertised speed. For example, for our 1Gbps service you should normally expect to achieve speeds above 900Mbps.
  6. 'FTTC - Fibre to the Cabinet' Service (up to a Maximum speed of 100Mbps). The normal download speed achievable for all of our FTTC customers should be above 80% of the maximum available download speed, as measured on your line after it has been connected to the Greyhound Household service (i.e. for a line with 60Mbps maximum available, the normal speed achievable would be 54Mbps or more).
  7. Please note the line speed is different to the throughput rate you experience on your device. The throughput rate i.e. the speed you experience, can depend on a number of factors such as:
  1. Whether you are using Wi-Fi or direct fed cabling to connect devices in your home.
  2. The number of devices connected to your Wi-Fi.
  3. Interference with Wi-Fi signal from thickness of walls, distance from router and other household electrical signals.
  4. The speed your devices run at.
  5. The quality of your internal phone line wiring.
  6. Potentially faulty equipment.
  7. The capacity of the host provider of the content you are accessing.
  8. High ping times and jitter in the transmission of data or packet loss can result in your broadband running slowly, not loading web pages or you may experience problems with services like VOIP and VPNs. If there is packet loss or delay in broadband data transfer, certain applications may suffer from momentary interruptions. For example, the length of time to download a movie or a box-set might increase. The more third-party services you subscribe to and actively use simultaneously will have an impact on your speeds.
  • Our Fibre to the Home and Fibre broadband services will generally have a maximum available upload speed of between 20 and 100 Mbps and can expect to achieve a normal upload speed of 5% of the maximum available upload speed or a minimum of 1Mbps (whichever is the greater). Our Other Broadband services will have a maximum available upload speed of 512kbps and can expect to achieve a normal upload speed of 25% of the maximum available upload speed or a minimum of 128Kbps (whichever is the greater).
  • If you experience any continuous or re-occurring discrepancy with the actual performance of your broadband service, then please contact Greyhound Household by email at info@greyhoundbroadband.ie , by phone on 01-913-1111 or visit our website Contact Us for further details. We will endeavour to resolve any issues with your broadband service within 5 working days or alternatively provide a specific timescale for resolution. Please note we will often rely on information from our wholesale network partners to assist with troubleshooting and diagnosing broadband and line issues. If, having gone through our resolution process, it is not possible for Greyhound Household to remedy a situation where you are not achieving the speeds that we have communicated then you may select an alternative Service, we may offer a discount or you may choose to terminate your Service without penalty. You may also choose to exercise your rights under common law such as seeking rescission of the contract or under consumer law, such as the Sales of Goods and Supply of Services Act, 1980 (as amended) in accordance with your rights under Irish law.
  • In supplying the broadband services, Greyhound Household will use reasonable skill and care but cannot guarantee fault-free performance. Greyhound Household does not warrant that the services will be suitable for specific customer applications, that the operation of the Services will be uninterrupted or error-free or that the Services will support or be compatible with any applications or other services which the Customer uses in conjunction with the Services.
  • Due to the wide range of causes of faults, many of them outside of Greyhound Household’s control, it is not possible for Greyhound Household to fix a particular fault in a guaranteed timeframe. However, Greyhound Household will use all reasonable endeavours to repair faults in a timely fashion. There are no compensation and refund arrangements which apply if targeted service quality levels are not met, the service is provided on a best-effort basis.
  • Greyhound Household reserves the right, at its discretion and without prejudice to any other provisions of this Agreement, to issue such reasonable instructions concerning the use of the Services as it considers necessary in the interests of safety, quality of the Services, other customers or telecommunications services as a whole. Greyhound Household may also issue details as to minimum system requirements.
  • Greyhound Household may modify the standard settings and/or features of the broadband services to offer additional services or add value to existing customer’s services from time to time.
  • Charges & Payments

    Greyhound Household tariffs for the Service(s), as amended from time to time also form part of the Agreement and are set out on our website at www.GreyhoundBroadband.ie. We reserve the right to alter such tariffs and shall notify the Customer in accordance with the regulations set out in the Comreg document “Response to consultation and decision: Contract Change Notifications”, available to view at www.comreg.ie/media/dlm_uploads/2015/12/ComReg12128.pdf

    The price of your monthly broadband rental, call features, cost of calls to landlines and mobiles and the call connection charge will increase by reference to the Consumer Price Index automatically on a yearly basis with no prior notice. Such increase in the price will not entitle you to cancel this Contract during the Minimum Period without incurring the Early Termination Charges. We will notify You 30 days in advance of any other price increases unless the price increase arises from regulatory requirements, or results from customer changes.

    All quoted tariffs are inclusive of Value Added Tax (VAT) unless otherwise stated.

    All sums due to us shall be paid in full by the due date specified on your monthly invoice by means approved by Greyhound Household. Provision of the Service or the Single Bill Services shall be conditional on the Customer making all necessary arrangements to pay for the Service by such means. Greyhound Household may apply a late payment fee every month there is a past-due balance as set out in Other Charges.

    Greyhound Broadband reserve the right to apply a charge as set out in Other Charges for each unpaid Direct Debit.

    Any customer who takes out a Greyhound Broadband product which includes broadband agrees to pay their monthly invoice via direct debit. If this direct debit, for whatever reason is removed, the customer will incur an administration charge as set out in Ancillary Charges.

    Existing Customers of Greyhound Broadband who take the Service, the single bill or broadband services agree to pay for all their services through their Greyhound Broadband telephone/broadband bill.

    Greyhound Broadband customers shall be charged monthly in advance for their service. If you activate the service during any calendar month, you will receive an initial bill for the remainder of that calendar month and an additional month in advance on your first billing for such services. For the VoIP Service, this will be included with monthly broadband bill in advance and any additional call charges will be billed monthly in arrears.

    All out of bundle calls will be subject to a standard set-up fee as set out in Call Rates.

    You will receive a bill from Greyhound Broadband for calls, line rental and Ancillary Services when the line has been transferred from the Access Provider to Greyhound Broadband. You may continue to receive a bill from your Access Provider prior to or while services are being transferred to Greyhound Broadband or for any services or calls not covered by the Agreement. In a Greyhound Broadband Bundle you will not be charged for your broadband until it is activated. All Greyhound Broadband broadband services require Direct Debit and Online Billing.

    Should you disagree with any charges on your monthly invoice, you should contact Greyhound Greyhound Broadband Customer Care support team on 01-913-1111, email to info@greyhoundbroadband.ie or via online chat at www.Greyhound.ie. Notwithstanding any complaint, all invoiced amounts shall be paid on the invoice due date.

    Greyhound Broadband preference is to issue bills online in a paperless format. This service is free of charge.

    Minimum Term

    The minimum term of this Agreement (the “Minimum Term”) is outlined on the Order Process, and following the expiry of the Minimum Term, the Agreement converts to a rolling one-month contract thereafter.

    Upgrades or Downgrade during Minimum Term

    In the event that you upgrade/downgrade from one Service as specified on your order process to another Service or charging option, the Charges for the higher/lower option (as applicable) will apply with immediate effect. You will be given a new Minimum Term which will take effect from the date the upgrade/downgrade is applied and in the case of a downgrade a downgrade fee may apply where relevant. You will be advised of any applicable downgrade fee by Greyhound Household on your request to downgrade your service to another Service or charging option.

    Termination during Minimum Term

    Neither party may terminate the Agreement during any applicable Minimum Term. Should You terminate this Agreement during the Minimum Term, You shall provide Greyhound Household with thirty (30) days written notice or call 01-913-1111 to speak with our cancellation team and, in such circumstances, You shall be required to pay Charges provided for herein until the end of the Minimum Term. Greyhound Household will apply a clawback for any discounts already given should the agreement be breached/broken within the Minimum Period Agreement. Greyhound Household terminates the Service for any reason within the Minimum Period Agreement, the Customer shall also be obligated to pay charges as set out in greyhoundbroadband.ie/additional_charges

    Cooling Off Period

    Notwithstanding anything else in this agreement, where the order process is conducted over the telephone or based on an online application, you have the right to cancel your contract within 14 days without giving any reason.

    The cancellation period will expire after 14 days from the day of the conclusion of the contract, being the date You receive the confirmation email from Greyhound Household.

    To exercise the right to cancel, You must inform us in writing of Your decision to cancel this contract by an unequivocal written statement. You may use the cancellation form below but it is not obligatory.

    To meet the cancellation deadline, it is sufficient for You to send Your communication concerning Your exercise of the right to cancel before the cancellation period has expired.

    If You cancel this contract during the cooling off period, we will reimburse to You all payments received from You, including the costs of delivery (with the exception of the supplementary costs resulting from Your choice of a type of delivery other than the least expensive type of standard delivery offered by us) without undue delay and in any event not later than 14 days from the day on which we are informed about Your decision to cancel this contract. We will carry out such reimbursement using the same means of payment as You used for the initial transaction, unless You have expressly agreed otherwise; in any event, You will not incur any fees as a result of such reimbursement.

    You shall send back the Equipment to us, without undue delay and in any event not later than 14 days from the day on which You communicate Your cancellation of the contract to us. The deadline is met if You send back the goods before the period of 14 days has expired. We may withhold reimbursement until we have received the Equipment back or You have supplied evidence of having sent back the Equipment, whichever is the earliest.

    You will bear the direct cost of returning the goods.

    If You requested to begin the performance of Services during the cancellation period, You shall pay us an amount which is in proportion to what has been provided until You have communicated to us Your cancellation of this contract in comparison with the full coverage of the contract.

    Termination after Minimum Term

    After the Minimum Term either party may terminate this agreement or any of the specific Services. This may be done by You, the customer, providing Greyhound Household with thirty (30) days written notice or call 01-913-1111 to speak with our cancellation team; or by Greyhound Household giving the customer thirty (30) days written notice.

    All equipment need to be returned to Greyhound, in a satisfactory manner within 60 days of a cancellation request, we reserve the right to charge the customer one final month subscription fee to cover the cost of this technology.

    DATA PROTECTION AND CREDIT CHECKING

    In accordance with the provisions of the Data Protection Acts 1988, 2003 and 2018 (the “Acts”), any information (such as contact and direct debit details) obtained by Greyhound Household or through the use of the Service or the Equipment and (subject to the right of the Customer to request otherwise), may be used by Greyhound Household to identify other products and services, which may be offered to the Customer by Greyhound Household or selected third parties.

    In accordance with the Acts and the Carrier Pre-Selection Code of Practice, any information obtained by Greyhound Broadband through an application for or the use of the Service may be accessed and used by Greyhound Broadband and its Affiliates for the purposes of accurate billing, efficient operation and the provision and administration of the Services. By agreeing to this contract, the Customer shall be deemed to have given consent for the use of his/her information for such purposes. The use of such information for purposes other than administration and operation shall be subject to the Customer’s consent

    Any information so obtained from the Customer may be transferred and disclosed by Greyhound Broadband to parties (including internationally) for the provision and administration of the Service, the Single Bill Service, the Equipment or to any third party who assumes the rights of Greyhound Broadband under this Agreement. The Customer’s information may also be disclosed to credit reference or, credit collection agencies in connection with Service.

    To request access to your details, please send a letter or email dataprotection@greyhound.ie to Greyhound Broadband for the attention of the Data Protection Officer. Please give any details that will help the Data Protection Office to identify you and find your data for example a customer account number, phone number or the name and address on the account. Please be clear about which details you are looking for if you only want certain information. This will help us respond more efficiently but no later than 30 days.

    Transferring Your Account

    If You would like to transfer ownership of this agreement You must complete and Greyhound Household must accept a valid transfer of ownership application. It is also possible to change and amend the account holder details for Your Greyhound Household customer account. You can find out more information on www.greyhoundbroadband.ie

    Timing of Installation

    Timelines for Service installation will vary depending on the circumstances affecting the delivery mechanism for You. Greyhound Household will, on receipt of an order, endeavour to provide You with an estimated timeline within which it will deliver the Services. Greyhound Household will use its reasonable efforts to install the Services in accordance with the timeline it agrees with You, but such dates are estimates only and Greyhound Household cannot guarantee that it will meet such dates. Greyhound Household will work with the Wholesale Provider to provide the initial connection to You as soon as possible and in any event within forty five (45) days of the date on Your Order Process or as otherwise agreed with You. If using commercially reasonable efforts, we do not provide You with the initial connection within such 45 day period, Greyhound Household shall not be liable, but the Agreement may be terminated with immediate effect without penalty between Greyhound Household and You.

    Engineer Visits for Installation

    If an Engineer is required to visit Your home or place of business (the “Property”) to install the Equipment (“Engineer Visit”), You will be notified with an initial appointment date and time (within normal working hours) for the Engineer Visit. If You wish to reschedule this initial appointment, You can do so without charge until 2pm on previous working day, prior to the appointment.

    The Engineer must be allowed access to the Property in order to allow for the installation of Equipment and so that they may carry out any works necessary for the provision of such Services.

    Preparing the property for the engineer

    You accept full responsibility to ensure that there is a clear and safe environment for the Engineer to carry out the installation of the Service, including moving any obstructing furniture prior to the arrival of the Engineer. The Engineer is forbidden from engaging in such activity and Greyhound Household reserve the right to charge for any additional time spent on site by the Engineer as a result of having to wait, or as a result of having to reschedule the appointment due to the Property not being ready for the installation.

    You may require Equipment in order to receive the Greyhound Household services. Where this Equipment has been posted to You, it is Your responsibility to have the Equipment at the Property prior to the Engineer Visit.

    Engineer Works

    The installation of the Service may require works to be carried out on the Property, which may include a change of phone socket in the wall or drilling a hole through the wall of Your property and affixing a coupler box to an external and internal wall and/or any other works which may be required to complete the installation as deemed necessary by the Engineer. The Engineer will utilise any suitable available pre-existing overhead and underground infrastructure where possible, although in certain circumstances, underground digs may be required. Where no underground ducts are available, an overhead install solution may be used between homes and/or businesses and/or from a power line, or telephone, pole onto the façade of the Property. You must be present at the Property at the arranged time for install, in order to facilitate access, as required and to acknowledge that the works have been carried out to a suitable standard. Greyhound Household has no responsibility for carrying out any remedial works to the Property after cessation of the Service and/or removal of Equipment.

    Third Party Consent to Engineer Visits and Works

    It is Your responsibility to obtain any third party consents as may be required by the Wholesale Provider. Failure to obtain these consents shall result in this Agreement being terminated with immediate effect without penalty between Greyhound Household and You. Where rental premises are concerned, it is the responsibility of the tenant to inform and seek permission from the landlord regarding the installation of Equipment, including any required alterations to the premises.

    No liability for engineer works or power interruption.

    The Service installation will be completed by the Engineer. Greyhound Household does not accept any liability whatsoever for any loss or damage that may occur to the Property during the Service Installation. Your power supply may be interrupted during the installation process and during the provisioning of a Service You may experience a temporary loss of existing services. Greyhound Household shall not be held liable to You for any losses or damages howsoever arising during such period.

    Cancellation and penalty charges re Engineer Visit.

    You will be liable to pay a penalty charge to Greyhound Household in each of the following cases.

    • If You have not provided the necessary cancellation notice period in respect of the scheduled Engineer Visit appointment (i.e. Up to 4pm of the previous working day) or do not answer Your phone within the scheduled appointment window.
    • If the Engineer cannot gain access to the Property due to a 3rd party access issue, for example within an apartment block.
    • If You refuse to allow the Engineer onto Your Property on the agreed appointment date.
    • In the event an extension kit is required, and the Property has not been cleared for the Engineer to work. This can include the removal of furniture or carpet etc.
    • Where the environment is considered dangerous or unsafe to the Engineer, the works may not proceed but the cancellation/penalty charge may be levied regardless.

    Provision of the services and Service levels

    Greyhound Household will, once installed, use reasonable skill and care in supplying the Services, but there is no guarantee of fault free performance. Greyhound Household does not warrant that the Services will be suitable for specific customer applications, that the operation of the Services will be uninterrupted or error-free or that the Services will support or be compatible with any applications or other services which the Customer uses in conjunction with the Services. Due to the nature of the Service, it is often not possible for Greyhound Household to fix a particular fault in a guaranteed timeframe. However, Greyhound Household will use all reasonable endeavours to repair faults in a timely fashion but is not liable for compensation or refunds to You if targeted service quality levels are not met.

    Unauthorised third-party access or interference

    Greyhound Household shall on a network level make reasonable efforts to prevent unauthorised logical access to the Services by third parties but shall have no liability for any loss or damage caused by unauthorised third party logical access to Services or the Equipment. Security of devices and Equipment is your responsibility.

    Equipment

    All modems remain the property of Greyhound Household for the duration of the agreement whereby broadband services are provisioned to you, the customer.

    Greyhound will provide you with a modem to use our Internet Services and broadband Service. Ownership of any modems we provide you will either remain with Greyhound if you are leasing the modem or transfer to you if you have purchased the modem.

    If you decide to leave Greyhound, you will have to return the Greyhound Modem if you have leased one from us. If the modem is not returned, you will be charged €70 to recover the cost of this device.

    To maintain the integrity and reliability of our Network, we reserve the right to occasionally manage your modem to ensure a high level of security within our Network and may include such tasks as updating router firmware, updating DNS setting and updating or changing general settings.

    We may provide you with other Equipment to use while you purchase our Services. If you decide to leave Greyhound you may be charged a reasonable amount to recover the costs for the supply of such Equipment.

    Wi-Fi Mesh Equipment

    For homes no larger than 4,000 square feet our standard three-pack mesh delivers Wi-Fi to every room in the house. Our service does not include any exterior buildings or gardens.

    For bigger homes, we can we cannot guarantee Wi-Fi in every room and additional mesh nodes will be made available for individual purchase.

    If a whole home mesh nodes is confirmed to have failed Greyhound will replace it without charge once it has been taken care of in a manner suggested by manufacturer guidelines. If you have damaged a mesh node Greyhound may charge you a fee to replace it. If a mesh nodes is faulty, or the Whole Home service is terminated, Greyhound require the mesh nodes are returned to us, letting the customer know how to return these items.

    Not available in all areas. Individual results may vary depending on location, usage within the home network, Internet traffic, applicable network management or server configurations.

    A Greyhound broadband subscription and Wi-Fi mesh gives customers faster speeds in extended areas of the home. Maximum internet speeds are limited to the subscribed speed tier.

    A credit will be applied to the account within 3 billing cycles if the Greyhound Broadband Deco Wi-Fi mesh is returned, in good condition and with the original packaging, within two weeks after submitting the cancellation.

    The per month payment offer is only available via financing to Greyhound Broadband customers on a term agreement. Interest rate is 0%. No term price of the Demo M4 2 pack is €134.99. Subject to approved credit. Offer subject to change without notice. Offer available to residential Greyhound Broadband customers only. Maximum of 1 Pack (2, or 3 units) per household account when purchasing on credit. Minimum system requirements apply. Final eligibility for service will be determined by a Greyhound Broadband representative.