SBPM Care Consumer Terms and Conditions

1. About these terms

These terms apply when you buy SBPM Care as a consumer in the United Kingdom. A consumer is an individual acting wholly or mainly outside their trade, business, craft or profession. If you are buying for a business, ask us for the applicable business terms before ordering.

Your contract is with SBPM Partners UK Ltd, a company registered in England and Wales, registration number 17063003, whose registered or principal office is at Centenary House, Peninsula Park, Rydon Lane, Exeter, Devon, EX2 7XE, United Kingdom. We trade as “SBPM Partners” and “SBPM Care”. In these terms, “SBPM”, “we”, “us” and “our” mean that legal entity.

SBPM Care is an optional paid service supplied by SBPM. It is separate from your Starlink equipment, internet service and Starlink subscription. Starlink controls its satellite network, customer account and internet performance. SBPM Care is not an internet service, insurance policy, product warranty or guarantee of network uptime, speed or availability.

2. How to contact us

Customer care and cancellation: support@sbpmcare.com

Opening hours: Monday to Friday, 9:00am to 5:00pm UK time, excluding UK bank holidays

Postal and complaint address: Centenary House, Peninsula Park, Rydon Lane, Exeter, Devon, EX2 7XE, United Kingdom

If we need to contact you, we will normally use the email address or telephone number provided when you joined. You must tell us if those details change.

3. Eligibility and formation of the contract

• You must be at least 18 years old and authorised to arrange access to the property covered by SBPM Care.
• The property and installation must be in a UK area that we currently serve. We may check eligibility before accepting the order.
• Your order is an offer to buy SBPM Care. The contract begins when we accept the order and send you an order confirmation after successful payment authorisation.
• The order confirmation will identify your service address, start date, billing date and initial annual-visit window. It will also provide these terms and the cancellation information in a form you can save.

4. What SBPM Care includes

During each twelve-month service year, SBPM Care includes:

• ongoing customer care for questions about your covered installation and connected setup during our published opening hours;
• initial assessment and, where appropriate, coordination with our UK field-service partner;
• one planned on-site annual care visit for the covered property;
• a standard visual inspection of the dish and mount, accessible fixings, visible cable route, obvious line-of-sight obstructions, router position and indoor setup;
• a basic app-based or speed check where safe, technically possible and appropriate;
• minor adjustments that require no materials and can reasonably be completed within five minutes during the annual visit;
• a digital visit report with inspection photographs, findings and recommendations; and
• priority allocation for separately quoted follow-up work where regional capacity is available. Priority allocation does not create a guaranteed response or completion time.

We will perform SBPM Care with reasonable care and skill. The inspection is visual and non-invasive. It is not a structural survey, electrical inspection, roof survey or certification of third-party equipment.

5. The annual visit

Your order confirmation will state the expected window for your first visit. For a recently installed system, the target window will usually be around the anniversary of the original installation and commonly between months eleven and thirteen after your SBPM Care start date. If you join later, we will identify the next applicable window. The minimum initial term remains twelve months.

We will contact you closer to the visit with available appointment options. We do not guarantee an exact anniversary date or a particular technician. Where reasonably practicable, the visit will be completed by the same UK field-service partner that completed the original installation; operational needs may require us to use another suitably qualified partner.

You must provide safe and reasonable access, ensure an adult is present, secure pets, identify known hazards, obtain any landlord or third-party permission, and avoid asking the technician to perform work outside the agreed scope. The technician may pause, limit or reschedule work where access, weather, the condition of the property or another safety concern makes the visit unsafe or impracticable.

If you cannot attend an agreed appointment, contact us as soon as possible. We will explain the available rescheduling options. We will not charge an unannounced fee; any charge for additional attendance must be disclosed and agreed before it is incurred.

If we cannot provide the included visit within the confirmed service window for reasons within our control, contact us. Your statutory remedies may include repeat performance or an appropriate price reduction. Nothing in these terms removes those rights.

6. What is not included

Unless we separately quote and you expressly agree, SBPM Care does not include:

• replacement materials, parts or equipment;
• repairs beyond the minor adjustments described above;
• dish relocation, a new mount or additional cable routing;
• specialist, high-risk or non-standard access, including scaffolding or lifting equipment;
• storm damage, accidental damage, insurance work or damage caused by third parties;
• connected-home products or upgrades;
• automatic monitoring, remote network management or unlimited technician visits; or
• a guarantee of Starlink network uptime, speed, coverage, availability or fault resolution.

Recommendations in a report are advisory. They do not mean the recommended work is included or that a fault will occur if you choose not to proceed.

7. Additional work and third-party products

We will not carry out chargeable extra work without your agreement. Any optional repair, relocation, cabling, WiFi, security or connected-home work will be described and quoted separately. The quote will identify the trader supplying the work or product, the price including applicable tax, and any separate terms, warranty or cancellation rights.

8. Price and payment

SBPM Care costs £24 per month, inclusive of VAT. The minimum initial commitment is twelve monthly payments, totalling £288. Your payment method will be charged monthly on or around the billing date shown in your order confirmation.

You authorise us and our payment provider to collect the recurring payments due under this contract. We do not receive or store your full card details. If a payment fails, we may retry it and contact you. We may suspend non-essential service after giving reasonable notice while an overdue payment remains unpaid, but we will not remove your statutory rights.

9. Minimum term and renewal

The initial term is twelve months from the start date. Unless you cancel in accordance with this section, the contract automatically renews for a further twelve-month term when the initial term ends, and again at the end of each subsequent term. We will contact you with a reminder before each renewal date.

You may give notice at any time. Cancellation takes effect at the end of your current twelve-month term, so the renewal that would otherwise follow does not happen. We will confirm the effective date in writing.

If your included visit for the current term falls in a confirmed window that extends slightly beyond the end of that term, cancelling the next renewal will not remove an already-earned visit. We will still offer the visit within that confirmed window unless you tell us you no longer want it.

10. Your 14-day cooling-off right

You may cancel without giving a reason during the 14 days beginning the day after the contract is made. To cancel, make a clear statement by email, telephone or post using the contact details above. You may use the model form in our Cancellation Information, but you do not have to.

If you asked us to start SBPM Care during the cooling-off period and then cancel, we may charge an amount proportionate to the service supplied up to the time you cancel, but only where the law allows and we obtained your express request after giving you the required information. We will refund any remaining amount within 14 days of receiving your cancellation, using the original payment method unless you agree otherwise.

If we did not provide the legally required cancellation information, your cancellation period may be extended. Your statutory rights remain unaffected.

11. Cancellation and ending the contract for other reasons

Outside the cooling-off period, each twelve-month term must run its course unless you have a separate legal right to end the contract early, including because we materially breach it, cannot provide the service, or the law gives you another remedy. You can always cancel the next renewal in advance under section 9. Contact us so we can investigate and put matters right.

We may end or suspend the contract where you do not pay after reasonable notice, use the service fraudulently, seriously or repeatedly abuse our staff or partners, or require work in unsafe or unlawful conditions. We will act proportionately and explain the reason. If we end the contract for a reason that is not your fault, we will refund the appropriate prepaid amount for service not supplied.

12. Changes to price, service or terms

We will not increase the £24monthly price during your initial twelve-month term. After that term, we may change the price by giving at least 30 days’ written notice. You may cancel before the change takes effect and will not pay the new price.

We may make minor or beneficial service changes, or changes required by law, safety or a regulator. We will not make a materially adverse change during the initial term without your agreement unless legally required. If a material change after the initial term disadvantages you, you may cancel before it takes effect.

13. Responsibility and liability

We are responsible for foreseeable loss or damage caused by our breach of this contract or failure to use reasonable care and skill. Loss or damage is foreseeable if it was obvious or both you and we knew it might happen when the contract was made.

We are not responsible for the operation of the Starlink satellite network, your Starlink account, or defects in equipment or services supplied by another trader, except to the extent that loss is caused by our own breach or negligence. SBPM Care should not be your only continuity, security or emergency arrangement.

This consumer service is for domestic and private use. We are not responsible for business losses such as loss of profit, revenue, opportunity or business interruption where you use it for a commercial purpose.

Nothing in these terms excludes or limits liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights.

14. Events outside our reasonable control

We are not responsible for delay caused by an event outside our reasonable control, such as severe weather, unsafe access, transport disruption, supplier failure or a widespread network incident. We will contact you where practical, take reasonable steps to reduce the effect, and rearrange affected service. If a substantial delay makes performance impossible, your statutory rights may allow you to end the contract or receive a price reduction.

15. Complaints and dispute resolution

Please use our Complaint Procedure so we can investigate. It is free to complain. Our final response will explain the outcome and identify any alternative dispute resolution or other arrangement that is available and that we are required or committed to use. We will not claim membership of an ombudsman or ADR scheme unless that is accurate.

You may also obtain independent advice from Citizens Advice. These terms do not restrict your right to bring a claim in court.

16. Personal information

Our Privacy Notice explains how we collect and use personal information, including sharing relevant installation and appointment information with our UK field-service partner and payment provider. The Privacy Notice is not a consent to processing and does not reduce your legal rights.

17. Other important terms

• We may use suitably qualified subcontractors, including field-service partners, to perform SBPM Care. We remain responsible for our obligations under this contract.
• We may transfer our rights and obligations to another organisation, but only if this does not reduce your rights. We will tell you in writing. You may not transfer the contract without our written agreement, except where the law permits.
• Only you and we may enforce this contract. No third party has rights under it.
• If a court finds part of these terms unlawful, the rest continues in effect.
• A delay in enforcing a right does not waive that right.
• The laws and courts of the part of the United Kingdom where you live apply. If you live elsewhere, mandatory consumer protections and jurisdiction rules that apply to you are not excluded.