Terms & Conditions

1. Who this agreement is with

This agreement is between FlexiWiFi ("we", "us", "our") and the person placing the order ("you").

By proceeding to payment, you confirm you have read, understood and agreed to these terms. Nothing here affects your statutory rights as a consumer, or excludes any right that cannot lawfully be excluded.

3. Fee table

Figures below are our current published rates. Where pricing has since changed, the rates confirmed at checkout for your booking apply.

The Starlink Mini can be booked online or through an Event WiFi enquiry. Its replacement value covers the complete kit (dish, router, cables, mount and power supply) as one item. Individual missing accessories are handled under Section 10.

4. Definitions

• Order / Booking: your rental request, confirmed on payment.
• Rental Period: the period during which normal rental charges apply, from the date the device is actually delivered to you (see Section 8 if this differs from your selected delivery date) until the equipment is accepted by our return courier, unless we deactivate the SIM, or suspend the Starlink service, earlier under Section 12. Normal rental charges stop from that point, even though the equipment itself has not yet been physically returned.
• Estimated Return Date: the return date you selected or that applies to your booking, before any extension.
• Return Date: the actual date the device is accepted by our designated return courier, evidenced by the courier's acceptance scan or valid proof of postage.
• Paid-Through Date: the date up to which you have paid rental (originally your Estimated Return Date; it moves forward if you pay for an extension or an automatic overdue payment is taken).
• Security Deposit: the refundable amount in the fee table, held against loss, theft, non-return or damage.
• Saved Payment Method: the card securely retained by Stripe when you pay for your booking.
• Service Deactivation: switching your connection off so the equipment can no longer get online. For equipment with a SIM, we deactivate the SIM. For Starlink, we suspend the satellite service line. Wherever these terms refer to SIM deactivation, the same applies to suspension of the Starlink service.
• Late-Possession Period: the period between Service Deactivation and the actual Return Date, addressed in Section 13.

5. Eligibility

You must be at least 18 to place an order. By ordering, you confirm you meet this and are legally capable of entering this agreement. You must be authorised to use the payment method provided, and you remain responsible for the equipment and its use throughout the Rental Period, including use by anyone you allow access.

6. The Device

We supply the Pocket WiFi or 5G Home Router specified in your order, with any included accessories. The device and accessories remain our property throughout. You are responsible for keeping it safe and returning it as received, fair wear and tear excepted. You must not sell, sub-rent, sub-let or otherwise transfer the equipment to anyone else.

7. Rental Period, Charges & Extensions

Rental Period. Runs from the date the device is actually delivered to you (not your originally selected delivery date, if the two differ; see Section 8 for what happens if delivery is late) to the Return Date (see Section 4 on how SIM deactivation affects this). You are not charged for time in return transit after handover to the courier.

Pricing. Tiered daily rates: a lower rate applies only to days that fall within that pricing band, not retrospectively. Minimum hire: 3 days, or 5 days for Starlink.

FlexiPromise. The first 3 rental days (5 for Starlink) are charged in full. If you return the equipment before your Paid-Through Date after that minimum period, we calculate the rental value for the days remaining after the equipment is handed to the courier, using the pricing bands that applied to your Order. FlexiPromise refunds 50% of that value to the original payment method. Your rental charges stop on the Return Date. The Security Deposit is handled separately under Section 13.

Orders placed before 9 September 2026. Orders placed before this date remain subject to the full-unused-days refund terms that applied when the Order was booked.

FlexiPromise example. You book 14 days and hand the equipment to the courier after 1 day. The first 3 days are charged in full. We calculate the value of the 11 days remaining after that using the applicable tiered rates, then refund 50% of that value. Because our rates are tiered, the refund is based on rental value, not simply half the number of days.

We cannot offer a full refund because the equipment has been reserved, prepared and held for your Order. The remaining rental period may not be available to rent to someone else at short notice.

Extension. Use the link we send ahead of your return date, or contact us. Extra days are charged at the applicable rate, and the payment method used may be saved by Stripe for future amounts properly due (see Section 14).

Maximum rental period. Rentals are capped at 3 months from the date the device is delivered, unless we agree a longer period with you in writing. Our rental service is designed for temporary use, so we may ask for the equipment back at the end of that period if we have not agreed to extend it.

8. Delivery

No delivery on Sundays or bank holidays. Delivery is via third-party couriers (usually Royal Mail); timescales are estimates and may occasionally be affected by circumstances outside our control. We cannot guarantee or specify a delivery time. You, or someone you authorise, need to be available at the address for the whole selected day.

Hotels, Airbnbs, workplaces and similar: include the hotel or business name in the delivery address. You are responsible for arranging safe acceptance and holding of the parcel throughout the delivery day. Do not select a date you will not have access to unless someone authorised will be there.

Risk during outbound delivery stays with us until handover to you or someone or somewhere you have authorised (including reception, concierge or mailroom at a business address, or a neighbour, safe place or collection point you have approved).

If tracking shows "delivered" but you have not received it, contact us as soon as possible. Inspect the device on arrival and flag any damage promptly.

Late delivery. If the courier delivers after your selected delivery date, your Rental Period starts on the day the device arrives and your Return Date stays the same. You are not charged for the days you missed. Their rental value is used first towards any extension or extra days, and anything left over is refunded in full to the original payment method once the equipment is returned. This is separate from FlexiPromise and is never reduced by it. If the courier tried to deliver on your selected date and nobody was available to accept it, the Rental Period starts on your selected date.

9. Returns

Use the return method and QR code or label we provide, and the original packaging where reasonably possible. Keep proof of handover (Post Office receipt, QR-code confirmation, or a dated photo of the packaged parcel) until we confirm the rental is closed and your deposit settled. Lost your label? Contact us and we will resend it.

To return the device, you must contact us for your free return label. Please do not use your own postage or courier to send it back. We will not reimburse any postage or courier costs you pay yourself, unless we have agreed otherwise with you in advance.

Once the courier has accepted the parcel and you can show proof of postage if asked, you are not responsible for loss in return transit, provided you followed our return instructions. Overdue charges stop at the documented handover date regardless of what happens to the parcel afterward.

10. Security Deposit

Payable at booking (see fee table), held against loss, theft, non-return or damage beyond fair wear and tear.

Refunds are processed within 3 to 5 working days of the device arriving back in good condition. Allow up to 10 working days for it to reach your account, depending on your provider.

If the device, or any accessory (cables, chargers, batteries, SIM), is missing, returned incomplete, or damaged beyond fair wear and tear, we deduct only the reasonable cost of repair or replacement. If the deposit does not cover it, we may recover the balance from you directly. See Section 13 for how the deposit and saved card interact during the overdue and recovery process.

Water contact indicators: All devices are fitted with water contact indicators. When equipment is returned, we may inspect these as part of assessing whether it has been damaged. A missing, removed or activated indicator may be considered as evidence of possible water exposure, but it will not on its own result in a charge or deposit deduction. We may retain part or all of the Security Deposit only where the device has sustained water damage, and only up to the reasonable cost of repair or replacement.

11. Network, Coverage & Compatibility

Our Pocket WiFi and 5G Home Router use UK mobile cellular networks, not fixed-line broadband. Coverage, signal and speed vary with location, congestion, buildings, weather and maintenance. We do not guarantee any particular speed, signal or availability, and temporary variation does not automatically entitle you to a refund. Starlink uses a satellite network instead of cellular. Its performance depends on a clear, unobstructed view of the sky and is subject to the satellite network's fair use policy. The same applies: we do not guarantee a particular speed or availability, and temporary variation does not automatically entitle you to a refund.

The 5G Home Router is designed to cover an average-sized home from a central position. It is a single router, not a whole-home mesh system, so wireless range depends on your property's size, layout, number of floors and wall construction. We cannot guarantee WiFi coverage in every room or on every floor, especially in larger or multi-storey homes. For the best results, place the router in a central, open position, ideally off the floor and away from thick walls and large metal objects.

Shared public IPs and CGNAT mean some services (certain online games, game servers, peer-to-peer, port forwarding, remote access) may not behave as they would on fixed-line broadband. Consider this before relying on the device for specialist use. We do not guarantee compatibility where the limitation is inherent to mobile networks. A dedicated public IPv4 address is available for Starlink on request.

12. Late Returns & Non-Payment

This section is the full process. Nothing elsewhere adds new rules, only cross-references this one. The steps below are separate, mostly manual decisions, not one automatic chain: each one only happens after we have checked the order first. References below to deactivating the SIM apply equally to suspending the Starlink service (Section 4).

12.1 Timeline

Worked example. Paid-through date is 7 September. No return evidence by 9 September, so a reminder email is sent, flagging a possible payment covering 8 to 14 September if the device is still unreturned the next day. Still nothing on 10 September, so we take that payment, moving the paid-through date to 14 September. If the device still has not come back, the cycle can repeat from there.

12.2 How the automatic payment is calculated

The charge is the difference between the tiered price already paid and the tiered price through the new Paid-Through Date. You are never charged twice for a day already covered by the original booking, a paid extension, or an earlier automatic payment. This payment always comes from your Saved Payment Method. The deposit is not used for it (see Section 13).

12.3 Before we act

Before sending a notice, taking payment, or a Service Deactivation, we check for: a paid extension, a courier return scan, an in-transit or dropped-off status, valid proof of postage, an open courier investigation, an agreed pause, or information you have already given us. We may pause the process for illness, an emergency, a courier problem or another exceptional circumstance.

12.4 If it is returned before we have taken further action

If you return the equipment before a planned automatic payment is taken, we will stop that payment where possible. Any overdue rental due up to the documented handover date is then settled from the available deposit first. Where there is no deposit, or it does not cover the full amount, we take the balance from your Saved Payment Method when we confirm your return. If that payment does not go through, we will email you a secure link to pay it instead.

If the device is returned within a period you have already paid for, we calculate the final rental to the documented Return Date. For Orders placed on or after 9 September 2026, FlexiPromise applies. For Orders placed before 9 September 2026, the full-unused-days refund terms that applied when you booked apply instead. Any refund is sent to the original payment method.

12.5 Failed payment, Service Deactivation, and contact

If an automatic overdue payment fails, we check for a return, a paid extension, or an exceptional circumstance (Section 12.3), including whether you have already been in touch or paid another way.

If none of that resolves things, we may manually switch off the SIM, or suspend the Starlink service. This is always a manual decision, not automatic. Normal rental charges stop from that point. We then attempt to contact you about paying the outstanding amount or returning the device.

If you later ask us to reconnect the SIM or restart the Starlink service and the non-payment was your responsibility, a £10.00 reactivation admin fee may apply (fee table). We will not charge this where the deactivation resulted from our error or a payment-processing problem outside your control.

13. Unreturned Equipment

If the equipment is still unreturned after Service Deactivation, we may declare it unreturned and begin recovery. This is a separate manual decision from the Service Deactivation itself.

How the money is taken:

• We apply the available Security Deposit to overdue rental first.
• Any remaining deposit is then applied to the equipment replacement value and the £25.00 recovery admin fee (fee table).
• Any balance still outstanding may be charged to your Saved Payment Method, or we will ask you to pay it another way.

We will send you an itemised calculation and will not recover the same loss twice.

If it is returned after being declared unreturned: send it back anyway. After inspection, we reassess and send a revised breakdown. We may retain:

• overdue rental accrued up to the Service Deactivation date;
• a Late-Possession amount for the period between Service Deactivation and the actual Return Date, calculated at the equipment's lowest daily rate and capped at its replacement value;
• reasonable damage or missing-accessory costs, fair wear and tear excepted.

Everything else is refunded. The £25.00 recovery admin fee normally stays payable where recovery was reasonably required, but we will refund it if the declaration resulted from our error or a courier issue you were not responsible for.

Nothing here shifts delivery or return-transit responsibility away from us where Sections 8 or 9 already place it with us.

14. Saved Payment Method

Stripe securely stores your card when you pay. We never receive or store your full card number or security code.

You authorise us to charge this method for: paid extensions, automatic 7-day overdue rental (Section 12; deposit not used for this), overdue rental up to the Return Date that any deposit does not cover when you return late (Section 12.4), any balance remaining after recovery (Section 13), damage beyond fair wear and tear, missing accessories, and applicable admin fees. We will not charge normal rental once the SIM is deactivated or the Starlink service is suspended.

We account for every payment, refund and deposit deduction already made, and will never recover the same amount twice.

You can withdraw permission by contacting us, or by cancelling the card's recurring authority with your provider, but this does not cancel the rental or clear anything already owed. You will still need to pay another way, return the device, or contact us.

Stripe may retain the card throughout the rental and while any return, inspection, payment, or dispute is unresolved, and normally detaches it within 30 days of everything being finally settled.

15. Acceptable Use

• UK use only. Any use abroad needs our prior written permission. This applies to Starlink even where the hardware would function in another country.
• No use that could damage, overload or impair the device or network. Unlimited data is subject to our network providers' fair use policies.
• Vehicles: only set up equipment outside a vehicle, such as the Starlink Mini, while the vehicle is parked. Never drive with it on the roof, bonnet, windows or anywhere else outside the vehicle, and do not fix it to a vehicle permanently. Take it down and pack it inside before you move. Damage or loss caused this way is not fair wear and tear and is handled under Section 16.
• No unlawful, fraudulent or abusive use by you or anyone you give access to, including illegal material, IP infringement, unauthorised system access, or breaching network provider terms. You remain responsible for their use.
• No parental controls or content filtering are pre-activated. Arrange your own if needed for anyone using the connection, including children.
• Rental only: no sub-renting, sub-letting or transferring the device.
• The SIM is for use in the supplied device only, not in phones, tablets, CCTV, or other routers. For Starlink, you are welcome to connect your own networking equipment such as a router, mesh or repeater, but do not link the unit to any Starlink account other than the one we supply. Using the connection outside these limits breaches these terms and may get it suspended.
• Cellular networks are Three and EE, and Starlink uses the Starlink satellite network; their own terms also apply (three.co.uk/terms-conditions, ee.co.uk/help/terms-and-conditions, starlink.com/legal).

16. Loss, Theft, Damage & Courier Claims

You are responsible for the device from delivery (to you or your authorised recipient) until courier acceptance on return.

Courier loss, damage or misdelivery: we may claim against the courier and may need your cooperation (claim forms, confirming non-receipt, proof of postage, photos). We may hold your deposit temporarily while awaiting this. Once provided, we refund it if you are not otherwise responsible. Without reasonable excuse for not cooperating, we may retain what is reasonably necessary to cover resulting loss.

Damage or incomplete return: reasonable repair or replacement cost deducted per Section 10; balance refunded.

Lost or stolen in your possession: you are responsible for the reasonable replacement cost. For theft, notify us promptly; we may ask for a crime reference number or similar evidence.

Arrives damaged or develops a fault: notify us promptly (photos where possible) and we will arrange a replacement or other remedy.

17. Liability

Nothing here excludes liability that cannot lawfully be excluded, including death or personal injury from our negligence, fraud, or fraudulent misrepresentation.

As a consumer, we are not liable for your business losses (revenue, profits, business data), or for losses that were not reasonably foreseeable or arise from circumstances outside our reasonable control, except where the law says otherwise. Network limitations are as set out in Section 11.

We are not responsible for theft, robbery, assault or other third-party acts connected with your possession of the equipment, except where caused by our negligence.

You are responsible for choosing where and how to position and secure the equipment, and for doing so safely and lawfully. You are responsible for injury, loss or damage to you or to anyone else that results from how you installed, positioned or secured it, except to the extent it was caused by our negligence or by equipment that was faulty when supplied. This does not limit your statutory rights or the protections in the first paragraph of this section.

Subject to the above, our total liability for your rental is capped at the total amount you paid for it. This cap does not override any statutory right or remedy you have as a consumer.

18. Cancellations

We cannot guarantee that an order can be cancelled before dispatch. Contact us as soon as possible and we will do what we can.

Once an order has been dispatched, it cannot be cancelled.

For any cancellation request, contact us as soon as possible via the contact page.

19. Complaints

If something has gone wrong, contact us first via the contact page so we can put it right. We aim to respond to complaints within 14 working days.

20. Governing Law

Governed by the laws of England and Wales. If you live in England or Wales, disputes go to those courts. If you live in Scotland or Northern Ireland, you may also bring proceedings locally.

21. Contact

Questions about these terms, your rental, delivery or returns: contact us via the contact page.