Terms & Conditions

1. The Parties

This agreement is between FlexiWiFi Ltd ("we", "us", "our") and the person placing the order ("you", "the customer"). By proceeding to payment you confirm that you have read, understood, and agreed to these terms.

2. The Device

We will supply the device specified in your order (Pocket WiFi or Home Router). The device remains our property at all times. You are responsible for keeping it safe and returning it in the same condition as received, subject to fair wear and tear.

3. Rental Period & Charges

The rental period begins on your selected delivery date and ends on the date the device is posted back to us. Pricing is tiered, so lower day rates apply only to days within that band, not retroactively to all days. A minimum hire period of 3 days applies.

If you return the device before your estimated return date, we will refund the unused days (subject to the 3-day minimum). The postmark or carrier drop-off date is used to determine the return date.

If you need to extend your rental beyond the estimated return date, you must notify us in advance. Additional days will be charged at the applicable rate and deducted from your deposit.

4. Deposit

A refundable security deposit is payable at the time of booking. The deposit is held as security against loss, theft, non-return, or damage to the device or its accessories beyond fair wear and tear.

Subject to any deductions permitted under these terms, the deposit will be refunded within 3–5 working days of our receiving the device in good condition. Depending on your payment provider, it may take up to 10 working days for the refund to appear in your account.

If the device or any accessories (including, without limitation, cables, chargers, batteries, or SIM cards) are not returned, are returned incomplete, or are returned damaged beyond fair wear and tear, we may deduct from the deposit:

• the reasonable cost of repairing the device;
• the reasonable cost of replacing the device or any missing accessories; and
• any reasonable direct losses we incur as a result of the device being unavailable for hire while it is being repaired or replaced.

If the deposit is insufficient to cover our reasonable losses, we reserve the right to retain the deposit in full and recover any outstanding balance from you.

We ask for a £50.00 deposit for Pocket WiFi devices and £75.00 for our Home Routers.

5. Delivery

We do not deliver on Sundays or bank holidays. Delivery timescales are estimates and we cannot be held liable for delays caused by the courier. Risk of damage or loss during outbound delivery passes to you upon receipt of the device. Please inspect the device upon arrival and notify us of any damage within 24 hours.

We cannot guarantee delivery on any specific date. Delivery is carried out by Royal Mail and is outside of our control. If your device arrives later than the estimated delivery date, we will refund the rental charge for the day(s) missed as a result of the delay, but we will not offer any further compensation or refund beyond this.

You confirm that you will be the occupier of the delivery address on the delivery date entered at checkout. If a third party is occupying or present at the address on the delivery date, we are not responsible if you do not receive your device because that third party accepted, took, or rejected the delivery on your behalf.

6. Returns

You are responsible for returning the device using the returns QR code emailed to you. The device must be returned in its original packaging to prevent damage in transit. We recommend retaining your proof of postage until your deposit has been refunded.

If you cannot find the returns QR code email, please contact us and we will resend it. We cannot accept liability for devices lost in return transit where proof of postage cannot be provided.

7. Acceptable Use

The device must only be used within the United Kingdom. You must not take or use the device outside of the UK without our express prior written permission. You must not use the device for any unlawful purpose, or in any way that may damage, overload, or impair the network. Unlimited data is subject to our network provider's fair use policies for abusive or commercial-scale usage.

You agree that you will not carry out, or use the device to carry out, any illegal activity.

The device is provided to you for rental only. You must not sell, sub-rent, sub-let, or otherwise transfer the device to any third party. You remain fully responsible for the device and for its safe return to us for the entire duration of the rental period.

Our devices connect to the UK mobile networks provided by Three and EE. By using the device, you agree to be bound by the terms and conditions of these network providers, available at three.co.uk/terms-conditions and ee.co.uk/help/terms-and-conditions.

8. Loss, Theft & Damage

You are responsible for the device from the moment of delivery until it has been dropped off with our courier, and you are responsible for posting the device back to us using the returns process provided. In the event of theft, please obtain a crime reference number and notify us immediately. We reserve the right to charge for the full replacement cost of a device that is lost, stolen, or damaged beyond repair. If the device arrives or becomes faulty, you should notify us as soon as possible and we will arrange a replacement.

If the device is damaged, lost, or stolen, your deposit will not be refunded and we accept no responsibility for the circumstances in which this occurred.

9. Liability

We are not liable for any loss of business, revenue, profits, or data arising from the use of or inability to use the device or network service. Our total liability to you shall not exceed the total amount paid by you for the rental.

We do not guarantee signal or specific download or upload speeds, as these depend on network coverage and conditions at your location. We cannot guarantee the availability or quality of the underlying network service and are not responsible for network outages, interruptions, or degraded performance. No refunds will be issued for loss of signal, service interruption, or network outages.

We accept no responsibility for any loss, injury, or harm caused to you or any other person arising from your use, possession, or carrying of the device, including but not limited to any incident of theft, robbery, or assault motivated by possession of the device.

10. Mobile Network Compatibility

Our devices provide internet access via UK mobile cellular networks and do not operate in the same way as a fixed-line broadband connection. Due to the technical characteristics of mobile networks, including the use of shared public IP addresses (CGNAT), certain applications or services may not function as they would on a traditional broadband connection. This may include, without limitation, certain online games, game servers, peer-to-peer services, port forwarding, and remote access applications such as Parsec.

It is the Customer's responsibility to ensure that the Service is suitable for their intended use before placing an order. We do not guarantee compatibility with any particular application, device, service or use case. We shall not be liable where the Service is unavailable, restricted, or functions differently due to the inherent characteristics or technical limitations of mobile cellular networks.

11. Cancellations

If you wish to cancel your order before the device has been dispatched, please contact us as soon as possible. We will issue a full refund where cancellation is received before dispatch. Once dispatched, the 3-day minimum charge applies.

12. Governing Law

This agreement is governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Contact

If you have any questions about this agreement, please contact us via the contact page.