1. Who provides the service
The provider is Lodestar Networks Ltd, company number 17431367, registered in England and Wales. Our registered office and postal contact is 66 Paul Street, London EC2A 4NA. Email hello@lodestarnetworks.co.uk for service, billing, cancellation or complaints.
These terms cover Lodestar L2TP subscriptions, including the supported IKEv2 and L2TP/IPsec connection profiles. Voice and Mobile are separate services. Your order confirmation records your chosen plan, total price, billing period, start date and the version of the terms you accepted. We provide the contract information in a form you can keep.
2. Service and equipment
Each subscription includes one static public IPv4, one active tunnel at a time, unmetered data and standard setup without a separate charge. L2TP 500 has a maximum rate of 500 Mb/s in each direction; L2TP 1000 has a maximum rate of 1000 Mb/s in each direction. The service is IPv4 only: it includes no IPv6 service, routed subnet or BGP session.
These rates are ceilings, not a guarantee of achieved speed. Your internet connection, Wi-Fi, router or device processing, encryption, packet size and network conditions affect performance. There is no monthly data-volume allowance or per-gigabyte overage fee. High usage alone does not breach these terms.
You supply and pay for the underlying internet connection, compatible equipment and power. Check the device guides before ordering. Router and operating-system support varies; a guide is not certification of every device or a guarantee of gigabit throughput.
IKEv2 and L2TP/IPsec encrypt the tunnel between your device and Lodestar. Plain L2TP is unencrypted and requires an explicit account opt-in. Application encryption remains relevant beyond our gateway. A phone VPN does not automatically give a home LAN server remote access: suitable routing, firewall and port-forwarding rules are required.
The public address is assigned to your tunnel, not sold to you. It remains the same through ordinary reconnections while the service is active. When service ends, we may release it; later resubscription may receive another address. Do not rely on this tunnel as the only way to manage critical equipment. It is not an emergency-calling service or a dedicated circuit, and no availability SLA is included.
3. Account and activation
Supply your full name, a valid date of birth, email and home address, verify your email and keep your account details accurate. These terms specify no minimum signup age. These details are self-declared; email verification establishes access to the mailbox, not independent proof of identity. Our L2TP privacy notice explains their purposes and handling.
Before payment you can review the plan, monthly price and supplied details and correct errors. A paid subscription order is confirmed when we accept the successful order. We then arrange activation and show your connection details in your private account. Payment alone does not justify using an address or guessing connection credentials.
We do not start during your cancellation period unless you expressly request an early start. If you want a later start, contact us before ordering to arrange it. Early-start requests are separate from agreeing to these terms. If we cannot supply an accepted order, we will explain and refund payment for service not supplied.
Keep account and tunnel credentials private. Tell us promptly about suspected compromise. Disconnect an existing tunnel before using another device on the same subscription.
4. Price, renewal and payment
This is a paid rolling monthly agreement with no fixed minimum term. L2TP 500 costs £3.50 per month; L2TP 1000 costs £4.50 per month. These are the total recurring consumer prices, including any applicable taxes. Your own internet service and equipment are separate. We will not add an undisclosed setup fee, usage charge or optional extra.
You pay through Stripe Hosted Checkout. The subscription renews monthly and the recurring charge is collected using your authorised payment method unless cancelled. Your confirmation and account show the current billing period and renewal date. You can manage payment details and monthly cancellation through the linked Stripe Customer Portal.
If a renewal payment fails, we normally allow up to 14 days to put it right. Stripe Smart Retries may make up to eight retries within two weeks, depending on the payment failure. Update your payment method promptly; retries do not guarantee continuing access. If payment remains unpaid, service can be suspended and the subscription cancelled. We will explain the amount due and relevant dates; no undisclosed late-payment fee is added.
We do not automatically move you to another plan. An upgrade, downgrade or other change requires a separately agreed arrangement; the billing portal does not provide automatic plan changes under this offer.
5. Ending monthly renewal
Cancel renewal in your account's Stripe Customer Portal before the next renewal, or email or post a clear cancellation request to us. We accept a clear request without requiring a particular form. Keep the confirmation and contact us if it does not arrive.
Ordinary monthly cancellation takes effect at the end of the current paid billing period. Access normally continues until then and no further renewal is collected. There is no separate early-termination fee or longer fixed minimum term. A normal mid-period request does not itself create a pro-rata refund, but cooling-off rights, fault remedies, overpayment refunds and other legal entitlements still apply.
If you are exercising the 14-day right below or requesting a fault remedy, say so: the portal's period-end renewal switch is not the only cancellation route. We will deal with the applicable end date and refund separately.
6. Your initial 14-day cancellation right
If you are a consumer ordering at a distance, you may cancel without giving a reason within 14 days after the day the contract is made. To exercise this right, send us a clear statement by email or post before the deadline. You may use the form below but do not have to.
If you expressly requested activation during that period, a proportionate charge may apply for service actually supplied up to the time you tell us you are cancelling. We calculate it from the agreed subscription price and the part of the service supplied, explaining the calculation. If the legally required information or early-start request is missing, you do not bear a charge for service supplied during that period.
Where a refund is due on this cancellation, we make it without undue delay and within 14 days after being informed of your decision, using the original payment method unless you expressly agree otherwise, without a refund fee. An activation request does not waive all your cancellation or fault-related rights.
The separate early-start choice is: I request activation as soon as payment is confirmed. If I cancel within my 14-day cancellation period, I understand that a proportionate charge may apply for service already supplied.
7. Acceptable use and security
Use the service lawfully. Do not attack networks, access systems without permission, distribute malware, infringe others' rights, send unlawful bulk messages, impersonate others or deliberately interfere with the service or its security. Do not resell the subscription without a separate agreement. You are responsible for the equipment, accounts and services you expose through your public address.
We may investigate credible abuse, fraud, security threats and non-payment. Where practicable we explain the concern, give a warning and a reasonable opportunity to fix it. We may take immediate proportionate action where delay risks serious harm, unlawful activity or network compromise, or where a lawful requirement demands it. We limit restrictions to what is reasonably needed, review them and restore service when the reason is resolved.
An allegation alone does not authorise us to disclose your identity to a reporter. We assess requests from authorities for validity, necessity and legal authority and disclose only information justified by the circumstances and applicable law. Account, address-assignment and session records are kept as described in the privacy notice.
8. Faults, changes and responsibility
We provide the service with reasonable care and skill and in line with the information forming your contract. Tell us about a fault so we can investigate. Where the law requires it, we will repeat or correct deficient performance at no extra cost, within a reasonable time and without significant inconvenience, or provide an appropriate price reduction or refund. Other statutory remedies remain available.
We may carry out necessary maintenance and proportionate security or technical changes. We give reasonable notice where practicable and explain material adverse changes. We will not impose arbitrary new charges or change the agreed plan without the agreement or notice and exit rights required by law. If we withdraw the service, we give reasonable notice where possible and refund prepaid service we do not supply.
We are responsible for foreseeable loss caused by our breach of contract or failure to use reasonable care and skill. Nothing excludes liability for fraud, death or personal injury caused by negligence, statutory consumer protections or any responsibility the law does not allow us to exclude. There is no blanket exclusion of liability for our own failings.
9. Complaints and legal rights
Email hello@lodestarnetworks.co.uk with “L2TP complaint”, or write to our postal address. Give the account reference, what happened and the resolution you seek; do not include tunnel passwords. We investigate, keep you informed and give a written outcome. You can ask for human review of an automated billing hold or suspension.
If we cannot resolve a complaint, we will explain the external dispute-resolution routes applicable to the service and any information or referral rights required by law. Your right to obtain independent advice or bring a court claim is not restricted.
English law governs these terms without taking away mandatory protections where you live. Consumers may bring proceedings in the courts available to them under applicable law, including their home UK jurisdiction. These terms do not require exclusive use of an English court or reduce statutory consumer rights.
10. Optional cancellation form
To Lodestar Networks Ltd, 66 Paul Street, London EC2A 4NA; hello@lodestarnetworks.co.uk.
I give notice that I cancel my contract for the Lodestar L2TP service.
- Order date / contract confirmation date:
- Chosen plan and account email or order reference:
- Consumer's name:
- Consumer's address:
- Date:
- Signature, only if sending this form on paper:
Send only the information needed to identify your order. You do not need to send your date of birth, tunnel password or IPsec secret in a cancellation message.