Terms & Conditions (Customer Contract)

1. Definitions and Interpretation

In this Agreement the following terms shall have the following meanings:

“Contract” means the legally binding agreement between the Customer and FlexiFone Telecommunications Limited formed when a plan is purchased;
“Plan” means a mobile connectivity plan offered on either a 30-day rolling or annual basis;
“Service” means the mobile services provided including data, SMS, and voice allowances;
“Customer” means any individual or entity purchasing or using our Services.

2. Contract Formation

2.1 By purchasing a Plan, you enter into a Contract with FlexiFone Telecommunications Limited.
2.2 Contracts are available as 30-day rolling Plans or 12-month annual Plans.
2.3 All Plans automatically renew at the end of their term (monthly or annually) unless you cancel Automatic Renewal.
2.4 You agree that the Contract is binding until cancelled in accordance with these terms.
2.5 If using a Multi-Network Voice/SMS Plan, you will be assigned a UK mobile number. This number is intended to be used as your Additional / Secondary number. Voice/SMS service is just an add-on to our Data-Only plans and you must not use this as a replacement to your Primary mobile number (where you would regularly make or receive Calls/Texts on a daily basis).
Please refer to the Article describing using FlexiFone as your Primary or ‘Only’ SIM in detail here
2.6 It is important to note that FlexiFone’s service is not a local UK service but a National Roaming SIM in the UK that has Roaming agreements to access all four UK networks. 
2.7 It remains your responsibility to ensure that your device is compatible FlexiFone and we expect you to read all relevant FAQs before making a purchase.
2.8 If purchasing an annual plan, it is important that you choose an adequate amount of Data Allowance as once the SIM is activated, the plan cannot be changed or cancelled, even during the first CRA 2015’s 14 days cool-off period. If you need flexibility, you should consider purchasing a monthly rolling plan but that may be 2x-3x the cost of an equivalent annual plan. 
2.9 If porting-in or porting-out your number, you agree that it will take upto 10 working days to port-in and 5 working days to port-out your number. You acknowledge that during port-ins, your number may temporarily stop working. More details are provided here

3. Automatic Renewal

3.1 Payment for renewal will be taken automatically from the payment method provided.
3.2 You may cancel Automatic Renewal at any time via the Web Site or the App.
3.3 Cancellation stops future renewals but does not generate a refund for the current active Plan.
3.4 If you fail to cancel before the renewal date, the renewal will be processed and no refund will be due.
3.5 You remain liable for all recurring payments until your plan has been cancelled. Any overdue payments will be dealt with in accordance with Clause 8:  “Overdue Payments & Credit Reporting” of this agreement.

4. Cooling-Off Period

4.1 By purchasing a SIM or eSIM you consent to immediate activation of the Service.
4.2 Once your SIM/eSIM is activated and any allowance (for eg. Mobile Data, Minutes, SMS – regardless of the quantity) has been used, you waive your statutory right to cancel under the 14-day cooling-off period. 
4.3 No refunds are provided once activation and usage has occurred (regardless of whether you have used 1 kilobyte or 100 gigabytes).
4.4 An admin fee will be charged for cancellations under CRA 2015 (a minimum of £15, depending on the plan you have purchased).
4.5 If this admin fee has not been paid, it will be dealt with in accordance with Clause 8 of this agreement (Overdue Payments & Credit Reporting).

5. Cancellations

5.1 You may cancel your Contract at any time prior to the next renewal date via the Web Site or the App.
5.2 Cancelling prevents future renewals but your Plan remains active until the end of the current term.

5.3 No refunds are given for unused portions of a Plan once the billing cycle has started.
5.4 If you change to a new Plan mid-cycle, the existing Plan is terminated immediately, unused allowances are forfeited, and a new billing cycle begins. No refunds are provided in this case.
5.5 We reserve the right to suspend, restrict, or terminate any Plan, Service, or Account at our sole discretion where continued provision would result in a financial loss, excessive operational burden, misuse, or other material detriment to our business. Where practicable, we will give reasonable notice before taking such action. Any refund or credit, if applicable, will be assessed in accordance with our Refunds Policy and CRA 2015.
5.6 If, before purchase, we informed you that a particular Plan, product, or service was not suitable for your intended use, and you chose to proceed with the purchase anyway, you acknowledge that no refund will be due on the basis of that unsuitability. 

6. Add-Ons

6.1 If your allowances are exhausted during a cycle, you may purchase Add-Ons through the Web Site or the App.
6.2 Changing Plans mid-cycle is not recommended as it resets the billing cycle and forfeits all remaining allowances.

7. Liability and Limitations

7.1 FlexiFone is primarily intended to be used for Mobile Data use and is not a replacement for your Mobile Number for using for Calls/SMS for day-to-day use. Voice/SMS service is in Beta and we provide absolutely no guarantees that it will work with 100% uptime. By purchasing a Voice/SMS plan, you are agreeing that this is a ‘Beta Offering’ and you may experience some downtime, just like with any other Roaming SIM card.
7.2 We will use reasonable skill and care to provide the Service but cannot guarantee uninterrupted availability.
7.3 We accept no responsibility for failures outside our control, including but not limited to network outages or third-party failures.
7.4 Our liability is limited to the price paid for the Service during the affected period.

8. Overdue Payments and Credit Reporting
8.1 Any unpaid amount may be reported to one or more credit reference agencies after it has remained overdue for 60 days or more, where permitted by law.
8.2 If any payment remains overdue for more than 90 days, we may pass on your personal information, including your name, address, account details, and relevant card issuer information, to our appointed debt collection agency for recovery purposes.
8.3 Any such reporting or sharing of information may affect your credit file and will be handled in accordance with our privacy policy.
8.4 Where a payment is overdue, we may charge interest on the unpaid amount at the maximum rate permitted by applicable law, together with reasonable recovery costs and administrative charges to the extent allowed by law. For business customers, statutory interest and fixed compensation may also apply under the Late Payment of Commercial Debts (Interest) Act 1998.
8.5 A minimum admin fee of £50 will be applicable on any payment overdue by more than 60 days, regardless of the owed amount.

9. Governing Law

9.1 This Agreement shall be governed by and construed in accordance with the laws of England and Wales.
9.2 The courts of England and Wales shall have exclusive jurisdiction over any dispute arising from this Agreement.