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Legal information and policies

At Home Unity, we believe in being clear, fair and transparent about how we work.
This page brings together our key legal documents and policies, so you can easily understand your rights, our responsibilities, and how we support our customers.

Each document explains a specific part of how our services are provided, how we handle personal data, and what to expect if something does not go as planned.

Our services, terms, and pricing

These explain how your services work and how pricing is applied.

Terms and conditions

Sets out how our broadband, home phone and related services are provided, including your rights and our responsibilities.

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Pricing

Explains how our pricing works, including charges for our services and how costs are applied.

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Annual CPI price increases

Details how and when prices may change each year in line with inflation, and what this means for customers.

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Non-payment and disconnection policy

Outlines what happens if payments are missed, the steps we take to support customers, and when services may be restricted.

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Privacy, fairness and website use

These cover how we treat customers, data, and website users.

Privacy policy

Explains how we collect, use and protect your personal data, and your rights under data protection law.

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Vulnerability policy

Describes how we identify and support customers who may need extra care or assistance.

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Complaints code of practice

Sets out how to raise a complaint, what to expect from the process, and how we work to resolve issues fairly.

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Website terms of use

Covers the rules for using the Home Unity website, including content and acceptable use.

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Calls, mobile and usage charges

These documents cover call costs and usage-based charges.

Home telephone call rate card

Provides a full breakdown of call charges for our home phone services.

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Mobile out-of-bundle rates

Explains charges that may apply when mobile usage falls outside an inclusive allowance.

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Summary of Ofcom GC8

A plain-English summary of Ofcom’s rules on the sales and marketing of mobile communications services.

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We review our policies regularly to make sure they stay up to date with industry standards and regulatory requirements. Any important changes will always be communicated clearly.

If you need further information, you can contact us via email, phone or WhatsApp, and we’ll be happy to help.