Terms & Conditions

These Terms & Conditions ("Terms") govern the supply of telecommunications services ("Services") provided by Roam Networks Ltd to the Customer. By placing an order or using our Services, the Customer agrees to be bound by these Terms.

The Services we provide comprise business connectivity solutions across three service lines, which may be supplied individually or as a combined package:

• ▸Mobile Data SIMs — data-only and multi-network SIMs and eSIMs operating across UK mobile networks (EE, O2, Vodafone and Three), including IoT, CCTV and failover use cases.
• ▸Business Broadband — full-fibre (FTTP) and symmetrical full-fibre (sFTTP) broadband circuits, with associated routers, static IPs and managed installation.
• ▸Business Telephony — hosted Cloud Voice (VoIP) phone systems, including extensions, auto-attendant, hunt groups, call recording and IP handsets or softphone apps.

• ▸Roam Networks Ltd will provide the Services with reasonable skill and care in line with industry standards.
• ▸Service availability may depend on coverage, network performance, fibre infrastructure, and the availability of underlying mobile network operators, wholesale broadband providers (such as Openreach) and telephony carriers.
• ▸Some Services may be subject to network-specific terms, fair usage policies, coverage limitations, or site survey outcomes.

• ▸The Customer must provide accurate and complete information when placing an order.
• ▸The Customer is responsible for all usage associated with SIMs, devices, or accounts provided under the agreement.
• ▸The Services must not be used for unlawful, fraudulent, or abusive purposes.
• ▸The Customer must notify Roam Networks Ltd of any suspected unauthorised usage.

• ▸Charges for Services are outlined in the order form, proposal or pricing schedule.
• ▸Recurring monthly charges for broadband and telephony are billed in advance; usage-based charges (such as out-of-bundle mobile data or call plans) are billed in arrears.
• ▸One-off charges, including installation, hardware, activation or number porting fees, are billed on order activation or as stated on the invoice.
• ▸Invoices must be paid within the payment terms stated on the invoice (normally 14 days).
• ▸Late payments may result in interest, administrative fees, or service suspension.
• ▸All prices exclude VAT unless stated otherwise.

• ▸The minimum contract term is provided at the point of order. Broadband and telephony services are typically supplied on 24 or 36-month minimum terms; mobile SIMs are typically supplied on 30-day rolling terms unless a longer term is agreed.
• ▸After the minimum term, the agreement continues on a rolling monthly basis unless terminated in accordance with these Terms.
• ▸Early termination charges apply if the Customer ends a fixed-term service before the minimum term concludes, calculated as the remaining monthly fees for the unexpired term.

• ▸If an underlying network or wholesale provider (such as EE, O2, Vodafone, Three, Openreach, or any wholesale broadband or telephony carrier) increases its charges, Roam Networks Ltd may adjust customer charges accordingly.
• ▸We will provide written notice of any changes. Unless the network requires otherwise, at least 30 days' notice will be given before new charges apply.
• ▸Adjustments are limited to proportional network increases, regulated fee changes (e.g., RPI/CPI), mandatory wholesale cost changes, or associated charges directly passed through.
• ▸These increases do not entitle the Customer to penalty-free early termination.

• ▸Consumers have a statutory 14-day cooling-off period from the date of order.
• ▸If activation is requested within the cooling-off period, the Customer agrees that once a SIM is activated, a broadband circuit goes live, or a telephony service is provisioned and usage begins, the service is considered "performed" and refund rights may be reduced or lost.
• ▸Business customers do not receive cooling-off rights under consumer legislation.
• ▸To cancel, consumers must contact: sales@roamnetworks.co.uk.

This section complies with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

• ▸Returns are only accepted for physical goods supplied by Roam Networks Ltd (such as routers, IP handsets or accessories) in their original, unopened condition within 14 days of delivery.
• ▸Activated, provisioned, or used SIM cards, and broadband or telephony services that have gone live, cannot be returned for a refund.
• ▸Refunds for services are issued only where Roam Networks Ltd fails to deliver the contracted service and cannot resolve the issue within a reasonable timeframe.
• ▸Refunds will not be issued for coverage limitations, network or fibre issues outside our control, customer misuse or damage, consumed allowances, installation where a site survey has been completed, or early termination unless agreed in writing.
• ▸Approved refunds are processed to the original payment method within 14 days.

This policy aligns with UK network, MVNO and wholesale broadband practices.

• ▸Roam Networks Ltd may update these Terms when necessary.
• ▸Changes take effect after notice is given or published on our website.

• ▸We may suspend Services if payments are overdue, the Customer breaches these Terms, the law or network requires it, or usage appears fraudulent or excessive.
• ▸Suspension does not remove the Customer's responsibility to pay charges.

• ▸The Customer may terminate at the end of the minimum term by giving the required notice.
• ▸Early termination charges apply if the Customer ends the agreement before the minimum term concludes.
• ▸Roam Networks Ltd may terminate for non-payment, breach of Terms, or if the network withdraws the underlying service.

• ▸Roam Networks Ltd is not liable for network outages or performance issues outside our control.
• ▸We are not liable for indirect, consequential, or economic losses, including loss of profits, data, or revenue.
• ▸Total liability is limited to the amount paid by the Customer in the previous 12 months.

• ▸The Customer must comply with all fair use limits set by Roam Networks Ltd or the underlying network.
• ▸Excessive or unreasonable usage may lead to restrictions or additional charges.

• ▸SIMs, routers, IP handsets and other equipment remain the property of Roam Networks Ltd unless purchased outright, and must be returned on termination if requested.
• ▸Lost, damaged, or stolen SIMs or equipment may incur replacement charges.
• ▸The Customer must notify Roam Networks Ltd immediately if a SIM or item of equipment is lost or stolen.
• ▸The Customer is responsible for providing suitable power, safe access and a working environment for broadband installation; failure to do so may result in abortive visit charges.
• ▸Equipment must be used in accordance with the manufacturer's instructions and our acceptable use requirements.

• ▸Roam Networks Ltd processes personal data in line with UK GDPR and the Data Protection Act 2018.
• ▸Customer data may be shared with network operators, wholesale broadband providers and telephony carriers purely for service delivery.

For full details, please see our Privacy Policy.

• ▸Broadband and telephony services are supplied with a target availability of 100%, supported by 24/7/365 UK-based monitoring and support.
• ▸Where availability targets are not met, service credits may apply in accordance with the underlying carrier's service level agreement.
• ▸Service credits are issued at our discretion upon validated customer request and do not constitute a refund of monthly charges.
• ▸We are not liable for outages caused by third-party network or infrastructure failures outside our control.

• ▸Where the Customer requests to port existing telephone numbers to our Cloud Voice telephony service, we will use reasonable endeavours to support the porting process.
• ▸Number porting is subject to the cooperation of the losing provider and industry porting timelines; we cannot guarantee a specific port date.
• ▸The Customer must maintain service with their existing provider until porting completes to avoid loss of numbers.
• ▸We are not liable for numbers lost due to premature cancellation of the existing service or provider error.

• ▸The Customer must not use any Service for unlawful, fraudulent, abusive, or excessive purposes, or in a manner that breaches the underlying network's acceptable use policy.
• ▸Broadband and telephony services must not be used to run servers or services that unreasonably consume capacity, or for reselling connectivity to third parties without agreement.
• ▸Mobile SIMs must not be used in devices or applications that circumvent fair usage limits or network controls.
• ▸Breaches may result in throttling, suspension, additional charges, or termination of the affected Service.

These Terms are governed by the laws of the United Kingdom. Any disputes will be handled exclusively by UK courts.