Terms & Conditions
1. Consumer Terms & Conditions
1.1 What these terms cover. These are the terms and conditions on which we supply the mobile telecommunications connectivity, airtime and data usage services to the SIM (Subscriber Information Module) supplied for your use. They do not cover any equipment or devices.
1.2 Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide the services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
2. Information about us and how to contact us
2.1 Who we are. We are Wireless Logic Ltd, a company registered in England and Wales. Our company registration number is 03880663 and our registered office is at Horizon, Honey Lane, Hurley, Berkshire, SL6 6RJ. Our registered VAT number is GB766073905.
2.2 How to contact us. You can contact us by telephoning our customer service team at 0330 056 3226 or by writing to us at firstname.lastname@example.org or at Horizon, Honey Lane, Hurley, Berkshire, SL6 6RJ.
2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
2.4 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
3. Our contract with you
3.1 How we will accept your order. Our acceptance of your order will take place when we email you to accept it. We may use Docusign to request your signature to confirm that you agree to these terms, or through the signing of an order sent through the post. Once received, we will activate your SIM at which point a contract will come into existence between you and us.
3.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this. This might be because of unexpected limits on our resources which we could not reasonably plan for, because a credit reference we have obtained for you does not meet our minimum requirement, because we have identified an error in the price or description of the services or because we are unable to meet a deadline you have specified.
3.3 Your reference number. We will assign a reference number to your order and tell you what it is when we accept your order. It will help us if you can tell us the reference number whenever you contact us.
3.4 We only sell to the EU. Our website is solely for the promotion of our services in the EU. Unfortunately, we do not accept orders from addresses outside the EU.
4. Minimum contract period
4.1 Once a contract has come into existence between you and us, the contract will continue for the minimum period which is set out in Your Order, unless it is terminated early by you or us (see Clauses 8 and10).
4.2 After the minimum period set out in Your Order, this contract will automatically renew for further periods of the minimum term until it is ended by us or you at any time by providing us with notice of the intended cancellation in accordance with Clause 8.6. We will contact you before the end of the minimum period set out in Your Order to remind you that this contract will automatically renew and give you the opportunity to object to its renewal.
5. Your rights to make changes
5.1 If you wish to make a change to the services you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the services, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may be able to end the contract (see Clause 8).
5.2 Upgrades and downgrades. You may request an upgrade to the services at any time during the contract. You can only request a downgrade once the minimum contract period set out in Your Order has come to an end.
6. Our rights to make changes
6.1 Minor changes to the services. We may make minor changes the services from time to time:
(a) to reflect changes in relevant laws and regulatory requirements; and
(b) to implement minor technical adjustments and improvements, for example to address a security threat.
These changes will be carried out so as to minimise any affect they may have on your use of the services.
6.2 More significant changes to the services and these terms. In addition, we may from time to time make more significant changes to these terms or the services, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and you may be entitled to a refund for any services paid for but not received.
7. Providing the services
7.1 Delivery costs. Any costs of delivery will be displayed to you on Your Order.
7.2 When we will provide the services. Where relevant, we will deliver the SIM to you as soon as reasonably practicable and in any event within 14 days after the day on which we accept your order. We will supply the services to you until the subscription expires (if applicable) or you end the contract as described in Clause 8 or we end the contract by written notice to you as described in Clause 10.
7.3 We will provide the services with reasonable skill and care. However, we cannot guarantee that our services will be uninterrupted or fault free, and may not be available everywhere in the EU. Please check the predicted coverage in a specific area by visiting the website of the relevant network provider. There are a number of reasons why you may encounter problems with the services, including the thickness of the walls of the building from which they are accessed, weather conditions, damage to networks, the quality and coverage of overseas networks or the number of people using the network at a particular time.
7.4 We are not responsible for delays or disruptions outside our control. If our supply of the services is delayed or disrupted by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay or disruption. Provided we do this we will not be liable for any impact on you caused by the event, but if there is a risk of substantial impact on the services you receive from us you may contact us to end the contract and receive a refund for any services you have paid for but not received.
7.5 SIM ownership. You will require a SIM to access the services. SIMs remain the property of us, or the relevant network provider (as the case may be) at all times. At the end of the contract, we may require you to return the SIM to us or to destroy it.
7.6 Reasons we may suspend the supply of the services to you. We may have to suspend the supply of the services to:
(a) deal with technical problems or make minor technical changes;
(b) update the service to reflect changes in relevant laws and regulatory requirements;
(c) make changes to the service as requested by you or notified by us to you (see Clause 6).
7.7 Your rights if we suspend the services. We will contact you in advance to tell you we will be suspending supply of the services, unless the problem is urgent or an emergency. If we have to suspend your access to the services for longer than 14 days in any month we will adjust the price so that you do not pay for services while they are suspended. You may contact us to end the contract for a service if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 14 days and we will refund any sums you have paid in advance for the services in respect of the period after you end the contract.
7.8 We may also suspend supply of the services if you do not pay. If you do not pay us for the services when you are supposed to (see Clause 12.5) and you still do not make payment within 30 days of us reminding you that payment is due, we may suspend the services until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the services. We will not suspend the services where you dispute the unpaid invoice (see Clause 12.7). We will not charge you for the services during the period for which they are suspended. If we suspend the services because you have not made a payment that is due, the contract will still continue and you must continue to pay the charges until the contract is ended. As well as suspending the services we can also charge you interest on your overdue payments (see Clause 12.6).
7.9 Other reasons why we may suspend supply of the services. We may also suspend supply of the services if you do not do something fundamental that you are required to do under this contract or if we believe that you are using the services for commercial purposes or if you use the services in a way that may damage or affect the operation of the network or if you become bankrupt or make an arrangement with creditors. We may also need to suspend supply of the services if required to do so by a regulator or the law.
7.10 What we expect from you. You must use the services in a responsible manner and in accordance with any instructions issued by us. The services are only for your personal, non-commercial use. You must not use or permit anyone else to use the service fraudulently, in connection with a criminal offence or in breach of any law or statutory duty. If you are a parent or guardian, you are responsible for the use of the services by a child or young person in your care.
7.11 Public and Private APN. If you ask us to enable the private APN (access point name) we will automatically enable both the private and the public APN, unless you tell us by sending us an email to email@example.com that only the private APN should be enabled. If you use the public APN you may be charged.
8. Your rights to end the contract
8.1 You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
(a) If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get a service re-performed or to get some or all of your money back), see Clause 11;
(b) If you want to end the contract because of something we have done or have told you we are going to do, see Clause 8.2;
(c) If you have just changed your mind about the services, see Clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions;
(d) In all other cases (if we are not at fault and there is no right to change your mind), see Clause 8.6.
8.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (d) below the contract will end immediately and we will refund you in full for any services which have been paid for but not been provided and you may also be entitled to compensation. The reasons are:
(a) we have told you about an upcoming change to the service or the charges or these terms which you do not agree to (see Clauses 6.2 and 12.4);
(b) we have told you about an error in the price or description of the services you have ordered and you do not wish to proceed;
(c) we have suspended supply of the services for technical reasons, or notified you we are going to suspend them for technical reasons, in each case for a period of more than 14 days; or
(d) you have a legal right to end the contract because of something we have done wrong.
8.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most services bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
8.4 When you don't have the right to change your mind. You do not have a right to change your mind in respect of services, once these have been completed, even if the cancellation period is still running.
8.5 How long do I have to change my mind? You have 14 days after the SIM has been activated. However, once we have completed the services you cannot change your mind, even if the period is still running. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind.
8.6 Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind, you can still end the contract before it is completed, but you may have to pay us compensation. A contract for services is completed when we have finished providing the services and you have paid for them. If you want to end a contract before it is completed where we are not at fault and you have no right to change your mind, just contact us to let us know. The contract will end 30 days after you tell us that you want to end the contract. You must continue to pay the charges during this 30 day period but we will refund any sums paid by you for services that have been paid for but not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.
8.7 Ending the contract during the minimum period. If this contract is ended during the minimum period, you must pay the line rental charges up to the end of that minimum period. This does not apply if you end the contract for the reasons in clauses 8.2 or 8.3.
9. How to end the contract with us (including if you have changed your mind)
9.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
(a) Phone or email. Call customer services on 0330 056 3226 or email us at firstname.lastname@example.org. Please provide your name, home address, details of the order and, where available, your phone number and email address.
(b) Online. Visit our online cancellation for at www.wirelesslogic.com/cc-cancel.
(c) By post. Simply write to us at the address in Clause 2,1, including details of what you bought, when you ordered or received it and your name and address.
9.2 Returning SIMs after ending the contract. If you end the contract for any reason after a SIM has been dispatched to you or you have received it, you must return any such SIMs to us. You must post them back to us at Horizon, Honey Lane, Hurley, Berkshire SL6 6RJ. Please call customer services on 0330 056 3226 or email us at email@example.com for a return label. If you are exercising your right to change your mind you must send off the SIM within 14 days of telling us that you wish to end the contract.
9.3 When we will pay the costs of return. We will pay the costs of return:
(a) If the SIM is faulty or misdescribed; or
(b) If you are ending the contract because we have told you of an upcoming change to these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
9.4 How we will refund you. Where a refund is payable under this contract, we will refund you the price you paid upfront for the services including delivery costs of the SIM (if any), by the method you used for payment, unless you and we have agreed to make the refund by another method. However, we may make deductions from the price, as described below.
9.5 Deductions from refunds if you are exercising your right to change your mind. We may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.
9.6 When your refund will be made. We will make any refunds due to you as soon as possible and at least within 14 days of you changing your mind.
10. Our rights to end the contract
10.1 We may end the contract if you break it. We may end the contract with you at any time by writing to you if you do not make any payment to us when it is due and you still do not make payment within 30 days of us reminding you that payment is due. We may also end the contract if you persistently behave in a way that would allow us to suspend the services in accordance with Clause 7 of these terms.
10.2 You must compensate us if you break the contract. If we end the contract in the situations set out in Clause 10.1 we will refund any money you have paid in advance for services we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
11. If there is a problem with the services
11.1 How to tell us about problems. If you have any questions or complaints about the services or SIM, please contact us. You can telephone our customer service team at 0330 056 3226 or write to us at firstname.lastname@example.org or Wireless Logic, Horizon, Honey Lane, Hurley, Berkshire, SL6 6RJ. If we cannot fix your issue you may ask that the matter is referred to an independent ombudsman.
11.2 Summary of your legal rights. We are under a legal duty to supply services that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the services. Nothing in these terms will affect your legal rights.
Summary of your key legal rights
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
If your product is services, for example a contract for mobile connectivity and data usage, the Consumer Rights Act 2015 says:
you can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it.
if you haven't agreed a price beforehand, what you're asked to pay must be reasonable.
if you haven't agreed a time beforehand, it must be carried out within a reasonable time.