RWG Mobile: terms and conditions for the supply of mobile telecommunication services through a pay as you go SIM Card
2024
These terms govern the relationship between you and RWG Mobile. Please read them carefully because they contain the detail about your legal relationship with RWG Mobile. These terms do not affect your statutory legal rights.
RWG Mobile is the trading name of Iwithacircle Limited, a company incorporated and registered in England and Wales (company number 11192839, VAT number 287646842), and has its registered office at Merlin House, Langstone Business Village, Priory Drive, Langstone, Newport, Wales, NP18 2HJ.
You can contact RWG Mobile by calling Customer Services on 01633 415 333 or by email at support@rwgmobile.com, or by post to Merlin House, Langstone Business Village, Priory Drive, Langstone, Newport, Wales, NP18 2HJ.
RWG Mobile (we, us or our) will provide mobile telecommunications services to you through a pay as you go SIM Card on the terms set out below.
Key points
The key points of this Agreement are:
These terms cover your use of the Services. They do not cover your purchase of a Device or access to the internet via wi-fi for which you will need to enter into a separate agreement with a third party. Your dealings with third party suppliers will be subject to their terms.
These terms cover your use of the Services. They do not cover your purchase of a Device or access to the internet via wi-fi for which you will need to enter into a separate agreement with a third party. Your dealings with third party suppliers will be subject to their terms.
It is your responsibly to ensure you keep any Device on which you use the Service secure so that it cannot be accessed by others who can use your Account without your permission. RWG Mobile is not responsible for any losses you incur if you do not keep your Device and Account secure.
Services will be provided within our, our Suppliers and our Network Operator ’s network areas but it is possible that the quality or availability of coverage may change.
You must not use the Services for any illegal or improper purpose. Anyone under 18 years of age is not permitted to access age restricted services, for example gambling or gaming services that are rated for use by people 18 years or above.
The Services are not suitable for anyone under the age of 13. We encourage parents to be involved in the online activities of their children to ensure that no information is collected from a child without their and their parent’s consent.
You agree that we, our Network Operator and our suppliers can process personal data (personal information) about you which we collect or which you provide to us during any sales or registration process. This personal information will be collected and processed: to open and manage your Account; to allow us to provide the Services to you; for credit checking and fraud prevention; and for product analysis and marketing (subject to your marketing preferences) and as set out in our Privacy Policy.
Meaning of words in this Agreement
The words in bold below have the following meanings in this Agreement and in the Fair Use Policy:
Account: the account we use to record the credits, Charges and Allowances associated with your SIM Card and your use of airtime, mobile data and/or mobile access to the internet;
Fair Use Policy: our policy in force from time to time setting out fair use of the Services attached to your Price Plan, which is detailed below;
Additional Services: additional services or products we supply to you when you ask us to, or, where we do not require you to ask for them in advance, other additional services we supply to you when you use them;Agreement: the legal agreement between you and us as set out in these terms;
Allowance(s): means: (i) Where your Price Plan includes an allowance, those Services included within that allowance; and/or (ii) Where we offer you the ability to purchase an allowance to supplement your Price Plan, those Services included in that allowance;
Basic Services: mobile call;SMS; MMS, instant messaging; data services and/or access to the internet that we provide to you using the Network;Charges: the charges you must pay for our Services as set out on the Website;
Customer Services: the helpline service we provide for all questions regarding the Services, the contact details of which are set out at the beginning of this Agreement;Device: means the mobile telephony device you use in conjunction with the SIM Card to access the Services including but not limited to a mobile telephone handset but excluding any kind of GSM Gateway;
GSM Gateway: means any device using one or more SIM Cards that is capable of being used for the reselling and/or routing of communications using the Services and/or the Network including but not limited to SIM boxes;
Network: the telecommunication systems we use to provide the Services to you;
Network Operator: means any entity authorised or permitted to run any part of the Network;
Price Plan: the price plan listing the Charges applicable to the Services from time to time, as available from Customer Services or from the Website;
Privacy Policy: means our privacy policy in force from time to time setting out how we treat any personal information which we collect, hold, and/or process about you, and which is available from Customer Services or from the Website;
Roaming: the ability to use the Services abroad via a foreign mobile network. Please note: some Services may not be available when you are Roaming and we recommend that you contact Customer Services to find out which Services you can access when Roaming;
Service(s): the Basic Services and any Additional Services we provide to you all of which may include but are not limited to the ability to: make voice or data based telephone calls; send or receive a voice, text or instant messages; or upload or download content (including when connected to a computer or wifi);
SIM Card: means the RWG Mobile subscriber identity module card we provide to you, which remains our, or a Network Operator’s property, and which you must use in conjunction with a Device to receive the Services; Top-Up Voucher: a voucher or other prepayment method containing an Account credit, an Allowance or a combination of both credit and Allowance which when redeemed and associated with your Account allows you to access and use the Services up to the value of that credit and/or Allowance for so long as they are valid; and
Website: means: rwgmobile.com.
The Agreement When this Agreement starts
This Agreement starts and a binding contract will exist between you and us at the earlier of you:
activating your SIM Card;
requesting that we activate your SIM Card;
first associating a Top-Up Voucher with your Account; or
using the Services.
This Agreement will continue until terminated under the terms listed below including Cancellation, Your obligations & Ending the agreement.
Cancellation
You have the right to cancel this Agreement at any time within 14 days from the date it starts. If you cancel it within 14 days of the date it starts and you have not used any of the Services, we will refund any sums you have paid to us.
If you start using the Services straight away and then decide to cancel this Agreement within 14 days from the date it starts, we will refund any remaining credit on your Account after deducting any Charges you have incurred by your usage of the Services and any reasonable charges we incur in issuing you with a refund, for example sending a cheque to you by recorded delivery.
If you wish to cancel the Agreement after 14 days from the date it starts, we will refund any remaining credit on your Account after deducting any Charges you have incurred by your usage of the Services and any reasonable charges we incur in issuing you with a refund, for example sending a cheque to you by recorded delivery.
We will be sorry to see you go but if you wish to cancel, you can tell us by sending an email to support@rwgmobile.com or calling us on 01633 386 486 from any handset or landline. The cancellation of this Agreement will also immediately terminate any promotional offers and/or Allowances.
Offers and promotions may be subject to additional terms set out in our marketing literature and/or on the Website. Please check our Website regularly to see these additional terms.
You will remain responsible to us under this Agreement for the actions of any other person you allow to use the Services unless we have consented in writing to a transfer of this Agreement.
This Agreement only relates to the provision of Services to you. Please note that we do not provide our customers with Devices. This Agreement does not govern the sale or usage of any Device which may have been provided to you by a third party. Such Devices may be subject to additional terms and conditions with that third party over which we have no control.
Your personal information
You consent to us collecting and processing your personal information to enable us to set up your Account and to provide the Services to you. This information will include your name, postal address, email address, date of birth, and mobile telephone number together with the mobile telephone numbers you call or to which you send SMS and MMS messages. You also agree that we may share your personal information with our Network Operator and, if necessary to enable us to provide the Services, with other communications service providers and network service providers. Your personal information may also be used for the detection and prevention of crime, and to carry out any activities or make any disclosures to comply with any regulatory, security, Government or legal requirement.
If you use Services from a country outside the UK it may be necessary to transfer some of your personal information to that country to enable you to receive those Services. This information will include details about your mobile number and may include your name and other Account information. If that country is outside the European Economic Area, you consent to the transfer of your personal information to that country and acknowledge that the treatment of your personal information may be subject to laws and regulations that apply in that country which may not protect your information to the same standard as in the UK or in the EEA.
By registering for the Services, you consent to us collecting, using and/or disclosing your personal information for the following purposes:
processing your application for a SIM Card and Account (which may involve credit checking by a licensed credit reference agency who may record that a credit check has been made);
to enable third parties to provide customer care/help desk facilities and billing administration to you for the Services (which may involve disclosing your information to these third parties solely for these purposes);
monitoring and recording our telephone conversations with you for quality and training purposes;
informing you about our other products or services unless you have told us not to contact you about these during the application process (or you tell Customer Services in writing by email to:support@rwgmobile.com that you do not want to be contacted about them);
disclosing all or part of your personal information to a regulator (for example, other products), a court, or other body to comply with any regulatory, government or legal requirement; and
communicating information that describes the habits or usage patterns and/or demographics of the whole or a part of our customer base (including you) but which is anonymous and does not describe or reveal the identity of you to any third party.
4 You must keep secret any passwords or log-ins relating to your Account and the Services and you must not share them with anyone else. If you find or suspect that anyone else knows your passwords or log-ins, or can guess them, you must contact us immediately and ask us to change them. This is your responsibility.
We may contact you to administer, evaluate, develop and maintain the Services or to ask you about related services we may offer or plan to offer.
5. If we think it is necessary, we will pass your name, address and telephone number to the emergency services and you consent to us doing this if we think it is necessary.
6. We will not sell your data to any third party.
Our obligations
We will provide the Services in accordance with this Agreement, and as described in the Price Plan(s) published on the Website from time to time, from the date this Agreement starts. You may need to contact us to arrange for the activation of your SIM Card.
We shall provide the Services with reasonable skill and care and we shall use reasonable endeavours to make the Services available to you. If you experience problems with our Services or suspect a fault, please let us know as soon as you can.
We try to make sure that the Services are available to you reliably. However, both the availability and functioning of the Services may be affected by things we cannot control such as physical obstructions, atmospheric conditions and outages on the Network (where such outages and their remedy are outside our control). We and/or our Network Operator may from time to time need to carry out upgrade or maintenance work on the Network which may affect the availability and/or quality of the Services. We will use our reasonable endeavours to keep such disruption to a minimum where it is within our control.
We may from time to time and without notice, change the Services to comply with safety, regulatory, statutory and other requirements. We will try to ensure that this does not materially affect the scope of the Services.
We will comply with our Privacy Policy.
Your obligations
You must use the Services in accordance with this Agreement, the Fair Use Policy and any other reasonable instructions we give you from time to time.
You may use the Services as set out in this Agreement and for your own personal use. You may also use the Services through your Device as a means to connect another personal device (for example, a tablet) to the internet (Tethering) but you must not Tether more than one device at the same time. You must not re-supply, re-sell or commercially exploit the Services for your gain or the gain of another person.
You must not use the Services in the following way or allow anyone else to do so using your SIM Card and/or Account:
fraudulently or in relation to a criminal offence;
to cause anxiety, annoyance, inconvenience or for anything that can reasonably be thought of as harassment or trolling;
for any unlawful purpose including but not limited to using the Services to do anything which is offensive, abusive, indecent, defamatory, obscene or menacing, a nuisance (including to our staff) or a hoax (including to the emergency services) or in breach of any third-party rights (for example, copyright or privacy rights);
to distribute any picture or image of a person if doing so is reasonably likely to make them upset or embarrassed, or to distribute viruses or malicious code;
to deliberately generate inflated traffic on the Network or use the Services through a GSM Gateway so that the Services are provided via the GSM Gateway to third parties; or
to persistently send automated unsolicited communications;If you do any of the things set out above in paragraph 5 c), you will compensate us for all liabilities, claims, and damages, losses and costs (including legal costs) which we may suffer as a result. You must also tell us as soon as you possibly can if anyone makes or threatens to make any claim against you because of your use of the Services. If such claims are made or threatened, you will stop doing the things that have given rise to the claim or threatened claim.
4. You must keep your SIM Card PIN, PUK codes, and any passwords issued to you for use with your Account confidential and secure at all times. You must tell us as soon as you possibly can if your PIN, PUK code or any other password is disclosed to an unauthorized person and you must tell us as soon as you possibly can if your SIM Card is lost or stolen. You are responsible for all Charges incurred on your Account whether they are incurred by you personally or by someone else except those Charges incurred after you have notified us of the loss or theft of your SIM Card.
5. You will comply with our Fair Use Policy. If it appears to us that you are not doing so, we may suspend your use of the Services to prevent you from incurring excessive or unwanted Charges or to protect you from fraud.
6. You must disclose your date of birth to us when you open your Account. You are not permitted to access age restricted content or certain features of the Services if you are under 18 years of age. If you are over 18 and you access age restricted services, you must not show or send content from those services to anyone under 18 or allow anyone under 18 to access them on your Device.
7. You are responsible for the way you use the Services and we will not be responsible for any content sent or received by you.
8. You are responsible for telling us of any changes to your contact details as soon as you possibly can.
9. You are responsible for managing any direct debits and subscription payments via your online account. In your online you can cancel subscriptions at any time by viewing "My Past Orders" and "My subscriptions" under the "My account" tab. To cancel a current subscription please press "View details" and cancel subscription.
SIM Cards
All SIM Cards we provide to you remain either our property or the property of our Network Operator(s). We may place restrictions on your SIM Card at any time if we think you are in breach of this Agreement and we may also require you to return your SIM Card to us when this Agreement ends.
You must tell us as soon as you possibly can if your SIM Card is lost, stolen or damaged. We will replace any SIM Card free of charge if it is defective but we reserve the right to charge you a reasonable sum for a replacement if it appears your SIM Card has been damaged deliberately.
Credit and Charges
In order to use the Services you must have sufficient credit or Allowances recorded against your Account. In exchange for your use of the Services, you will pay the Charges or we will deduct them from the credit on your Account in accordance with your Price Plan. Where you are using the Services and your credit or Allowance runs out we may cease providing you with those Services until you record further credits or an additional Allowance against your Account (for example, by redeeming a Top-Up Voucher). An Allowance will only permit you to use those Services associated with it and where it does not allow you to use part of the Services, you will only be able to access those other Services if you associate a Top-Up Voucher with your Account that permits you to use them. We may impose limits on the total amount of Top-Up Voucher credit you may associate with your Account.
Your use of the Services is charged in accordance with the then current rates applicable to your chosen Price Plan. Charges and, in respect of Allowances, consumption will be deducted from the Top-Up Voucher associated with your Account. If charges are incurred simultaneously they will be deducted from your Account simultaneously otherwise Charges will be deducted in the order in which they are incurred. Where more than one Top-Up Voucher is associated with your Account,Charges shall be deducted from the earliest applied Top-Up Voucher. Where you apply one or more Top-Up Voucher(s) with Allowances to your Account, the Allowance applicable to the earliest applied Top-Up Voucher shall prevail until that Top-Up Voucher is consumed or expires.
All available Price Plans are published on the Website and may be regularly updated with price changes. Special offers may also be made available. We can change the Charges at any time by posting the changes on the Website or by otherwise giving you notice. You can contact Customer Services and request details of our Charges or any price change at any time. We will do our best to give you reasonable notice of any changes before they are made.If we increase our Charges, you may cancel this Agreement in accordance with paragraph 11.
Each SIM Card we provide to you under this Agreement constitutes a separate Account with us.
If you have selected a Price Plan which requires you to top up a certain amount every month or, where it does not automatically renew, you must pay this amount by credit or debit card in advance. If you do not do so, you may be unable to use allor part of the Services and/or you may be charged for any usage at our standard rate from time to time until you make that payment or reinstate your monthly payment.
Top-Up Voucher credit and Allowances may only be used for our Services and you will not be entitled to exchange them for cash. Account credits and Allowances are not transferable and no interest will be applied or payable in respect of credit balances or Allowances.
If you purchase a Top-Up Voucher that shows an expiry date, the credit and/or Allowance provided for by that Top-Up Voucher must be redeemed before the expiry date. If you are entitled to an Allowance that has an expiry date, that Allowance must be used prior to that expiry date. No refunds will be given for any un-redeemed credit or any unused Allowance before or after their expiry dates. Unless we otherwise agree, Allowances will not be carried over or accumulate past their expiry date.
You must make an outbound call or text in any 90-day period for your SIM to remain active. If you don't do this, the SIM will enter a restricted state which means you will only be able to receive inbound calls and texts. If this happens you can contact our customer service team to reactivate the SIM. If you do not make at least one chargeable call or send one chargeable SMS/MMS every six months (in either case that results in a charge against your Account or a deduction from the credit or bundle allowance recorded against your Account), then we may terminate this Agreement by giving you 30 days’ notice in writing that your Account will be closed and your SIM Card deactivated. If we send you such a notice, we will close your Account and deactivate your SIM Card at the end of the 30-day period. This will mean that you can no longer use the Services and you will not be able to make or receive calls (though you will still be able to dial 999) or send or receive text messages. If we close your Account under this paragraph 7 h), you will not be entitled to a refund of any unused credit or Allowances.
Subject to any express statement to the contrary in your chosen Price Plan, the standard rates quoted in a Price Plan do not apply to the following uses of the Services and will incur an extra charge: (i) SMS/MMS messages which are sent to: premium rate telephone numbers; international telephone numbers; or those sent or received abroad, (ii) calls which are reverse charged; and (iii) SMS/MMS messages which are more than 160 characters in length.
When an Allowance is used up, or expires, further use of the Services previously included in that Allowance will be charged at our standard rates. Any Allowance may only be used at the times and for those Services that are set out in relation to that Allowance and Allowances, including those contained in Price Plans, only apply to Services used in the UK. Roaming Charges will apply when you use any part of the Services outside the UK.
Roaming Charges are set out in the Price Plan on the Website. There may be a delay between the date of Roaming using the Services and the date the Charges are applied to your Account. Please ensure you have sufficient credit, or Allowances associated with your Account for Roaming usage.
We will do our best to suspend access to your Account and/or the Services as soon as it appears Charges will exceed the amount of Top-Up Voucher credit associated with your Account or where you have consumed your Allowance(s) and have no, or insufficient, Top-Up Voucher credit and no applicable, additional Allowance(s) associated with your Account. If for any reason your Account falls into arrears we will do our best to let you know as soon as possible and you must settle any arrears on your Account within 14 days of being notified of any arrears. If you fail to do so, we reserve the right to charge you (i) interest at a rate of 2% per annum above the base rate of Barclays Bank Plc calculated on a daily basis; and (ii) reasonable administration and/or collection costs that we may incur.
If you pay any of our Charges: (i) by credit or debit card and your bank refuses to honour the payment; and/or (ii) by a currency other than pounds sterling, we may charge you for the bank charges and extra administration costs we may incur.
calls, SMS and MMS to the Isle of Man and the Channel Islands will be treated as sent to international telephone numbers.
Promotions:
We may make promotional offers from time to time. All promotional offers are subject to the terms accompanying them. Unless stated otherwise, promotional offers are not valid in conjunction with other promotional offers. We reserve the right to vary or withdraw any promotional offer at any time.
50 mins, 50 SMS & 250MB offer
To qualify for the offer above you must make an initial top-up of £5. This will remain as credit on your account and never expire. Your bundle of mins/SMS and data will be added your SIM each month until you cancel the bundle, port your number away from the network or your SIM becomes inactive in line with the conditions below.
You must make an outbound call or text in any 90-day period for your SIM to remain active. If you don't do this, the SIM will enter a restricted state which means you will only be able to receive inbound calls and texts. If this happens you can contact our customer service team to reactivate the SIM. Not to be used in conjunction with other offers.
100 mins, 100 SMS & 750MB offer
To qualify for the offer above you must make an initial top-up of £15. This will remain as credit on your account and never expire. Your bundle of mins/SMS and data will be added your SIM each month until you cancel the bundle, port your number away from the network or your SIM becomes inactive in line with the conditions below.
You must make an outbound call or text in any 90-day period for your SIM to remain active. If you don't do this, the SIM will enter a restricted state which means you will only be able to receive inbound calls and texts. If this happens you can contact our customer service team to reactivate the SIM. Not to be used in conjunction with other offers.
Double Top-up for January offer
Any online credit top-ups applied during January will be doubled. Maximum of £20 single top-up and maximum £60 top-up in the month. Doesn't apply to e-voucher or phone top-ups. Customers will be able to purchase bundles with their credit balance except for those listed in our Buy&Forget range within our web-shop but this will result in a charge against their account in line with our current pricing. Not to be used in conjunction with other offers.
When we may suspend or disconnect your Account and/or the Services
We may, without notice or liability to you, suspend or disconnect you fully or partially from your Account and/or the Services:
if we are entitled to terminate this Agreement due to your non-compliance with it but we elect to provide you with an opportunity to remedy your non-compliance;
if we are required to do so by a Government or regulatory authority; an emergency service organisation or any other competent body with lawful authority;
for repairs or maintenance, or for operational or security reasons;
in circumstances where we observe unusual use of your Account or the Services, for example very high use and/or unusual usage patterns;
if it is reasonable for us to think you are in breach of the Fair Use Policy;
if you tell us that your SIM Card has been stolen, lost, damaged or destroyed;
if your SIM Card or Device is interfering with the normal operation of the Network; or
if your Account is in arrears.
Changing the Agreement
This paragraph applies to all changes to the Agreement except changes to our Charges, which are described in the Charges & Credit paragraph above.
We can change or update these terms at any time.
If we make a change to these terms which makes things materially worse for you, we will tell you about the change and publish details of it on the Website. If you do not want to accept the change(s), you can end this Agreement by telling us in writing and stopping using the Services. You can then also claim a refund of the unused credit associated with your Account. Any claim for a refund under this paragraph 10 c) must be made in writing to us within 60 days of the change coming into effect. If you continue to use the Services after 60 days from the date the change came into effect, we will treat that use as your acceptance of the change.
All changes will be posted on the Website; it is your responsibility to regularly check the Website for changes affecting the Services.
Where we have provided you with a mobile telephone number, or any other number, this number does not belong to you and we may change it from time to time on giving you notice which you agree can be given any method including, but not limited to, by SMS.
Ending the Agreement
You may terminate this Agreement either in accordance with paragraph 2 (changing your mind) or at any other time by giving us written notice provided your Account is not in arrears.
We may terminate this Agreement at any time by giving you 30 days’ written notice. If we decide to terminate this Agreement under this paragraph 11 b), we will also give you your PAC code if you ask us to. This PAC code can be used to transfer your RWG Mobile number to another mobile telecommunications provider. If you request a PAC code and decide to transfer away from our network you will not be entitled to a refund of any credit balances that exist on your account.
We may terminate this Agreement immediately if: (i) you break an important term of the Agreement, including but not limited to an important term of the Fair Use Policy, which we do not think you are able to rectify; (ii) you break any other term of the Agreement, including but not limited to an important term of the Fair Use Policy, and do not put it right within 7 days of being asked to do so; (iii) you fail any credit or fraud prevention check we run, or where we reasonably suspect fraud or money laundering connected with your Account; (iv) we reasonably believe that any information you have given us is false or misleading; (v) you are the subject of any bankruptcy or insolvency proceedings; (vi) an agreement with a Network Operator is terminated and this prevents us from supplying the Services, or if despite our reasonable endeavours, the Network is no longer available to us; (vii) as provided for in paragraph7(h) where you have ceased use of the Services; or (viii) we cease providing the Services generally.
Where this Agreement is terminated pursuant to this paragraph 11, you continue to be responsible for all Charges associated with your Account until we stop providing you with the Services.
Liability
Except as set out in paragraphs 4 and 12 d), all other terms, conditions and warranties relating to the Services are excluded.
Our entire and/or combined liability to you under this Agreement for something we have done or not done is limited to £3,000 for one claim or a series of related claims.
Neither of us shall be responsible for: loss of income, profits or revenue;loss of business;loss of anticipated savings; or loss of or corruption of data.
Nothing in this Agreement limits our liability for: (i) death or personal injury caused by negligence;(ii) fraud or fraudulent misrepresentation; or(iii) any liability which cannot be excluded by applicable law.
We will not be responsible or liable to you where we are unable to provide the Services or perform any of our obligations under this Agreement due to “acts of God” or other any circumstance beyond our reasonable control.
This paragraph 12 shall continue to apply after this Agreement has terminated.
Internet access If your Device enables you access to the internet then the following will apply:
We do not give any warranties as to the accuracy, completeness, reliability or continuous supply of the content or information contained on any third-party sites or resources accessed via the Services; and
We will not be responsible for any harm you suffer from any virus that gains access to your Device whether transmitted via the Services or otherwise. The Services are not scanned for viruses and it is your responsibility to protect your Device with suitable anti-virus software.
Intellectual property
You acknowledge and agree that content, including but not limited to text, images, photographs, software, music, sound, graphics, video, or other material in the Services or that is contained in sponsor advertisements or information presented to you through the Services is protected by intellectual property laws. You acknowledge and agree that you are permitted to use this material only as expressly authorized by us or the respective advertisers, and you may not copy, reproduce, transmit, distribute, or create derivative works of such content or information without express written permission.
You expressly agree that all intellectual property rights in the Services, including but not limited to our Website, our mobile apps any and/or all underlying systems, support platforms, ideas, business models and/or any other like or unlike items associated with RWG Mobile shall belong to us. You further agree that you shall not reverse engineer, decompile and/or otherwise attempt to learn the underlying ideas, algorithms and/or any other such proprietary ideas, concepts, content and/or property nor shall you cause or permit any third party to do same.
Complaints
We make every effort to ensure that our customers are very happy with our Services. We take customer complaints very seriously and aim to resolve them quickly and efficiently. If you have a complaint about any part of our Service, please contact Customer Services at: support@rwgmobile.wales or refer to our complaints code of practice posted on the Website. You can also request a copy from Customer Services.
We are sure we will be able to resolve any problems you have with the Service, but if you are not happy about the way we have dealt with your complaint, you can access the European online dispute resolution (ODR) platform here: http://ec.europa.eu/consumers/odr/. This platform can be used for resolving disputes about products and services purchased online.
General
If you ask us, we will consider transferring this Agreement from you to another person subject to receiving proof of your and the other person’s consent, and the other person meeting our credit criteria and other application requirements. You are not otherwise entitled to transfer your rights and responsibilities under this Agreement. A reasonable transfer charge may be payable by you to us.
Any notice under these terms, whether required to be written or otherwise, may be given by us to you by SMS message or by any of the contact methods you have given us when opening your Account. You must give notices to us in writing by post to the address at the beginning of this Agreement or by email to: support@rwgmobile.com.
If at any time we do not require you to comply with any part of this Agreement, this will not prevent us from requiring you to do so in the future.
If any part of these terms (including any provision in which we exclude our liability to you) is deemed unenforceable by any court or other competent body or authority, the enforceability of any other part of these terms will not be affected.
This Agreement and any document expressly referred to in this Agreement represents the entire agreement between us in relation to the use of the Services using an RWG Mobile SIM Card and supersedes all previous arrangements, understanding or agreement between us relating to the Services.
The Agreement is governed by the law of England and Wales unless you live in Scotland in which case it will be governed by Scots law. Each of us agree only to bring legal actions about or related to this Agreement in a UK court.
RWG Mobile: Fair Use Policy
March 2023
Welcome to the RWG Mobile Fair Use Policy. You must abide by this Policy to help ensure the reliability, integrity and security of the RWG Mobile’s Network and our systems. Where you see a capitalised word, it has the same meaning as in the SIM Card terms.
RWG Mobile is a company incorporated and registered in England and Wales (company number 11192839), and has its registered office at Merlin House, Langstone Business Village, Priory Drive, Langstone, Newport, Wales, NP18 2HJ.
You can contact us by calling Customer Services on 01633 415 333 from any handset or landline; by email to support@rwgmobile.com; or by post to Merlin House, Langstone Business Village, Priory Drive, Langstone, Newport, Wales, NP18 2HJ.
Remember: YOU are solely responsible for the content of the voice calls you make and for the content of the messages and other material you send, access, download, up-load or distribute using the Services.
Fair use
You may use the Services in accordance with the relevant terms: either the SIM Card Terms or the RWG App terms both of which can be found on the Website. You may also use the Services through your Device as a means to connect another personal device (for example, a tablet) to the internet (Tethering) but you must not Tether more than one device at the same time. You must not re-supply, re-sell or commercially exploit the Services for your gain or the gain of another person.
You must not use the Services in the following way or allow anyone else to do so using your SIM Card and/or Account:
fraudulently or in relation to a criminal offence;
to cause anxiety, annoyance, inconvenience or for anything that can reasonably be thought of as harassment or trolling;
for any unlawful purpose including but not limited to using the Services to do anything which is offensive, abusive, indecent, defamatory, obscene or menacing, a nuisance (including to our staff) or a hoax (including to the emergency services) or in breach of any third-party rights (for example, unlawful file sharing of copyright material or violating privacy rights);
downloading or viewing illegal or offensive content;
in relation to any activity which constitutes a denial of service or similar attack;
to distribute any picture or image of a person if to do so is reasonably likely to make them distressed;
to send or receive malware, malicious code or viruses or to do anything that threatens the security or integrity of the Network or any computer or telecommunications network;
to access data without permission if permission is required;
to deliberately generate inflated traffic on the Network; or through a GSM Gateway so that the Services are provided via the GSM Gateway to third parties;
in such a way as to hide, cloak or mask your identity;
in such a way as to avoid incurring charges where charges would normally be incurred; or
to send automated unsolicited communications or engage in any activity that can reasonably be regarded as spam.
You will compensate us for all liabilities, claims, damages, losses and costs (including legal costs) which we suffer as a result of your breach of any part of paragraph 2 above. You must also tell us as soon as you possibly can if anyone makes or threatens to make any claim against you because of your use of the Services. If such a claim is made or threatened, you will stop doing the things that have given rise to the claim or threatened claim as soon as you become aware of it.
If your Account shows very high usage of the Services and it appears that you are using the Services for commercial purposes, we may suspend your use of the Services immediately without notice and/or deactivate your account by giving you 30 days’ notice.
If it appears that you are not complying with this Policy, we may suspend your use of the Services immediately without notice and/or deactivate your account by giving you 30 days’ notice.
We reserve the right to implement technical measures to prevent the actions in paragraph 2 above without notice to you.
You must keep your SIM Card PIN, PUK codes, and any passwords issued to you for use with your Account confidential and secure. You must tell us as soon as you possibly can if your PIN, PUK code or any other password is disclosed to an unauthorised person and you must tell us as soon as you possibly can if your SIM Card is lost or stolen. You are responsible for all Charges incurred on your Account whether they are incurred by you personally or by someone else except those Charges incurred after you have notified us of the loss or theft of your SIM Card.
Age restricted content: You are not permitted to access services intended for those over 18 years of age if you are under 18 years of age. These services might include gambling or gaming services that are rated as only suitable for those 18 and over. If you are over 18 and you access these services, you must not allow anyone under 18 to access them.
We reserve the right to amend this Policy from time to time.