Customer Information

HOLIDAY BROADBAND CUSTOMER DOCUMENT

(Pre-Contract Summary & Contract Information)

1. Provider Details

Company: Holiday Broadband
Email (Support): support@holidaybroadband.com
Email (Accounts): accounts@holidaybroadband.com
Website:
www.holidaybroadband.com Registered Address: Office 201, Karkraft House, Kilbarrack Parade, Dublin 5, D05 DC60

2. Service Description

Holiday Broadband provides broadband services to holiday homes and mobile homes in participating parks and locations.

The service includes:

  • Installation of a router at your home

  • A fixed annual subscription

  • Unlimited usage

  • Access to customer support

  • Access to the online customer portal for billing and account management

3. Service Speeds

Service speeds vary depending on:

  • The park or location

  • Local network conditions

  • Environmental and radio factors

  • Device type and Wi-Fi conditions

Before installation, we confirm the expected speed range for your exact home.
Minimum speeds cannot be guaranteed due to factors outside our control.

If your service does not perform as expected after installation, we will investigate and take reasonable steps to improve performance.

4. Contract Term

  • The service is billed annually.

  • There is no pause option.

  • Your subscription automatically renews every 12 months unless you cancel.

5. Cooling-Off Period

If you sign up remotely (email/phone), you have a 14-day cooling-off period.

If you request installation within the 14-day period, you agree that:

  • Installation may take place immediately, and

  • The cooling-off period ends once the service is installed and activated.

6. Price and Fees

Your annual price and installation fee are confirmed in writing before installation.
Prices are also available in your customer portal.

There are:

  • No usage caps

  • No hidden fees

  • No equipment rental charges unless stated otherwise

7. Installation

An engineer installs your router at your home.
You do not need to be present, but we do require physical access to the home.

Payment is not taken until the service is installed and live.

8. Auto-Renewal

Your annual subscription renews automatically unless you cancel.

You can cancel any time before the renewal date to prevent the next charge.

9. Billing, Payments & Refunds

  • Billing is annual.

  • All invoices and past payments are available in the customer portal.

  • You may update your payment card at any time.

Refunds:
If you cancel during an active annual billing period, no partial refund is provided.
Your service will remain active until the end of the paid period unless you request immediate disconnection.

10. Cancellation

To cancel your service:

  1. Email accounts@holidaybroadband.com

  2. Send the email from the address linked to your account

  3. Include:

    • Your name

    • Your service address

    • The date you want the service to stop

Your service ends:

  • Immediately on request, or

  • At the end of the paid period, depending on your preference.

11. Customer Portal

You can access your account 24/7 at:
www.holidaybroadband.com/accounts

Here you can:

  • View invoices

  • Update your card details

  • Check your subscription

  • See your billing period

12. Using Your Router

To keep your service running smoothly:

  • Do not unplug or switch cables unless advised

  • Do not reset the router using the pinhole/button

  • You may power the router off/on if needed
    Resetting or altering cables may require an engineer visit.

13. Faults & Support

For technical issues: support@holidaybroadband.com
For account issues: accounts@holidaybroadband.com

We aim to resolve all issues promptly and will advise you of any steps to diagnose or improve your service.

14. Complaints Process

If you wish to raise a complaint:

  1. Email accounts@holidaybroadband.com

  2. Use the email linked to your account

  3. Include your name, address, and a description of the issue

We will:

  • Acknowledge your complaint within 2 working days

  • Provide an update or resolution within 10 working days

15. Equipment

Any equipment supplied (such as routers) remains your responsibility while the service is active.

If you request immediate disconnection, you must allow us access to remove equipment if required.

16. Acceptance of Terms

By proceeding with installation or continuing service after renewal, you confirm that you have read and understood this Holiday Broadband Customer Document and agree to the terms contained within.