Connectivity Bundle Terms and Conditions

These Terms and Conditions form a legally binding agreement between you, whether as an individual or acting on behalf of an entity (hereinafter referred to as “you,” “Customer,” or “Client”), and Connectivity (“Connectivity,” “we,” “us,” or “our”), a trading name of Please Connect Me Limited, a company incorporated and registered in England and Wales with Company Registration Number 10103770.

 

1. Definitions

a. Customers

The individual or business entity subscribing to the Connectivity Service and accepting the terms outlined in this agreement.

b. Equipment

Refers to any hardware provided by Connectivity as part of the Service, which may include but is not limited to a 4G or 5G WiFi router and associated accessories.

c. Sim Cards

Refers to the Subscriber Identification Module cards provided by Connectivity, which are necessary for accessing mobile broadband services and are linked to the Network Operators used by Connectivity.

d. Service

The mobile broadband internet service provided by Connectivity to the Customer, which includes the Equipment and Sim Cards necessary to connect to UK Network Operators, but does not include any assurances of specific network performance.

e. Network Operators

Refers to third-party mobile network providers that Connectivity relies on to deliver its services, including Vodafone Mobile, Three Mobile, EE Mobile, and O2 Mobile in the UK.

f. Expected Performance

Estimated quality of the Service based on Network Operator data, including anticipated download and upload speeds, latency, and WiFi range. These estimates are not guaranteed and are subject to external factors such as topography, cell tower location, and network traffic.

g. Fair Usage Policies

The Network Operators’ policies on data consumption, designed to prevent excessive use of data that may affect network performance. Exceeding these policies may result in reduced speeds or Service suspension.

h. Charges

All fees and payments required from the Customer, including equipment costs, data, monthly subscriptions, and any additional charges incurred from usage beyond the Service parameters.

i. Subscriptions

The Customer’s ongoing agreement to receive and pay for Connectivity’s Service for the agreed Contract Term, based on the Service options selected.

j. Billing Cycle

The regular schedule upon which Charges are applied, starting from the date of equipment delivery and typically set to renew on a monthly basis.

k. Security Deposit

An upfront payment taken for short-term Subscriptions to safeguard against loss or damage to the Equipment, which may be refundable upon safe return of the Equipment.

l. Extension

An option for Customers with any length contracts to extend their Subscription beyond the initial Contract Term, subject to approval and prior notice.

m. Monthly Plan Cost

The agreed monthly rate for the Subscription, charged on a recurring basis during the Contract Term and used in calculating Early Termination Charges if applicable.

n. Consumer Contract Regulations

Legal provisions under UK law that grant consumers a 14-day “cooling-off” period, allowing them to cancel a contract and receive a full refund under specified conditions.

o. Rollover Price

The recurring monthly rate applied to the Service if the Customer continues beyond the original Contract Term without formal renewal, as outlined in the termination clause.

 

2. Service Parameters and Performance

2.1 Service Overview

Connectivity provides mobile broadband services (the “Service”) to its Customers by utilizing equipment, SIM cards, and network access from third-party Network Operators within the UK, including but not limited to Vodafone Mobile, Three Mobile, EE Mobile, and O2 Mobile.

As Connectivity does not function as a primary mobile broadband provider, it disclaims any liability for faults within the Service. However, Connectivity is committed to making reasonable commercial efforts to facilitate the resolution of any reported issues through the respective Network Operator.

2.2 Expected Performance

Any references by Connectivity to expected service levels (“Expected Performance”) are estimates based on information from Network Operators. These performance metrics, which may include download and upload speeds, latency, and WiFi range, are provided for informational purposes only and do not constitute guarantees or assurances.

2.3 Factors Affecting Service

The Service is delivered over 4G and/or 5G networks, with performance contingent upon various factors, including but not limited to the quality of installation, geographical and topographical characteristics of the property, proximity to 4G or 5G network towers, atmospheric conditions, maintenance or upgrades by Network Operators, and overall network traffic levels.

While Network Operators strive to provide 4G coverage across 99% of UK locations, no assurances can be made regarding specific levels of signal strength, network coverage, or Service availability in any given area.

2.4 Acknowledgment of Performance Variability

By accepting these Terms and Conditions, you acknowledge that any performance-related figures provided by Connectivity, whether through its website or representatives, reflect average service expectations and do not guarantee actual speeds or service quality. Variations in Service speeds and performance are anticipated and are beyond Connectivity’s control.

2.5 Usage Policies

Connectivity offers its Service under plans that utilize unlimited data SIM cards. While “unlimited data” plans are typically sufficient for standard internet usage, exceptionally high usage—such as heavy data consumption from multiple users, large file downloads, or extensive online gaming—may exceed the Fair Usage Policies of Network Operators.

Should a Customer’s data usage surpass these limits, Network Operators may implement corrective measures, including reduced download speeds or Service suspension. Connectivity will endeavour to provide advance notification if a Customer’s usage is projected to exceed Fair Usage Policy limits.

The Service is designated solely for UK internet data usage. Any use outside this specified scope may result in charges from the Network Operator, which will be directly passed on to the Customer.

Non-standard usage that may incur additional charges includes, but is not limited to:

        • Service usage outside the United Kingdom
        • SMS or text messaging
        • Voice calls
        • Picture or multimedia messaging
        • Any other usage that incurs additional fees from the Network
        • Operator beyond standard UK data usage. 

3. Service Provision

a. Upon subscribing to Connectivity, customers will receive a 4G or 5G mobile broadband WiFi router along with a corresponding SIM card from a UK Network Operator. In certain cases, at Connectivity’s sole discretion, customers may instead receive only a SIM card for use in a 4G or 5G mobile broadband router they own independently.

b. The Service commences on the agreed delivery date of the router unless otherwise specified by Connectivity.

c. To activate the router, the customer must insert the SIM card into the provided 4G or 5G router and connect it to a power source at the address specified during the subscription process.

d. Connectivity supplies only the specified Equipment and SIM card and provides no warranty or assurance that this Equipment will be compatible with or able to connect to any other part of the customer’s network configuration, including but not limited to WiFi mesh networks, WiFi extenders, home entertainment systems, or VPNs.

e. Connectivity disclaims all liability for any claims, losses, demands, or damages arising in any way from the Service. This exclusion of liability includes, without limitation, direct, indirect, incidental, or consequential losses or damages, such as those related to lost profits, revenue, data, or use of the Service, regardless of whether Connectivity has been advised of the possibility of such losses.

f. To the fullest extent permitted by applicable law, Connectivity expressly disclaims any warranties, express or implied, including but not limited to warranties of satisfactory quality or fitness for a particular purpose concerning the Service.

 

4. Charges and Billing

4.1 Agreement to Charges

The Customer agrees to pay all applicable charges as specified at the time of purchasing the Service from Connectivity. These may include charges for equipment, installation, data usage, and any other fees associated with the Service.

4.2 Payment Terms

a. Advance Payment Requirement: All monthly service payments are due in advance. The initial payment, which includes any upfront charges plus the first month’s service fees, must be made to confirm an order.

b. Recurring Payments: Following the initial payment, subsequent monthly charges will be billed automatically on the monthly anniversary of the Equipment and SIM card delivery date.

c. Payment Method: Payments must be made by credit or debit card. The Customer may update their payment method at any time via their online account.

4.3 Automatic Billing

The Customer acknowledges that for any subscription plan extending beyond a single month, recurring charges will be automatically deducted from the payment method provided on the monthly anniversary of the delivery date of the Equipment and SIM card. Connectivity will issue a VAT receipt for each payment related to the Service.

4.4 Security of Payment Information

Connectivity warrants that it does not have direct access to the Customer’s payment details. All payment information is kept secure in compliance with applicable data protection regulations.

4.5 Consequences of Non-Payment

In the event of non-payment of any required charges, Connectivity reserves the right to:

a. Suspend Service Access: The Customer’s access to the Service may be suspended until payment is received in full.

b. Debt Recovery: Connectivity may refer the outstanding balance to a debt recovery agency, which may incur additional charges payable by the Customer.

4.6 Contract Term and Rollover Charges

Charges will be billed for the initial contract period selected by the Customer. At the end of this period, unless the Customer cancels the Service in accordance with Clause 8 – Termination of Contract, the Service will continue on a monthly basis at the then-applicable Rollover Price, billed on the monthly anniversary of the Equipment and SIM card delivery date.

The Customer’s agreement to these terms, inclusive of all payment and billing provisions, is a condition of Service provision by Connectivity.

 

5. Ownership of Equipment

5.1 Ownership of Equipment for 5G and Long-Term 4G Subscriptions

For any subscription of 5G services or long-term 4G services (i.e., subscriptions of twelve months or more), all Equipment provided as part of the Service shall be considered purchased and thus becomes the property of the Customer. At the conclusion of the subscription term for any 5G or long-term 4G service, the Customer may retain, dispose of, or resell the Equipment at their discretion.

5.2 Equipment Return

a. Customers with a 5G or long-term 4G subscription who wish to return the Equipment may do so at no cost to themselves, as Connectivity will cover the return shipping. However, Connectivity will not issue a refund for the returned Equipment.

b. In cases where a Customer cancels a 5G or long-term 4G subscription before the end of the contracted term, ownership of the Equipment will remain with the Customer, and no refund for the Equipment will be issued unless explicitly authorised by Connectivity, and solely in exceptional circumstances.

5.3 Rolling 4G Subscriptions

a. For Customers who elect a rolling 4G subscription (i.e., subscriptions without a set end date beyond the initial 30 days), the ‘upfront charge’ element of any payment made at order confirmation shall be considered a Security Deposit.

b. This Security Deposit will be refunded to the Customer upon the safe return of the Equipment to Connectivity, provided the Equipment is returned in good working condition.

By subscribing to Connectivity’s Service, the Customer acknowledges and agrees to these terms regarding Equipment ownership and associated policies.

 

6. Warranty and Support

6.1 Warranty Coverage for Equipment

a. All Equipment provided by Connectivity is warranted for the duration of the initial contract term.

b. Upon the expiration of the initial term, any extended contract or subscription period will no longer include warranty coverage for the Equipment. If Equipment becomes faulty outside the initial warranty term, the Customer may be required to purchase replacement Equipment at the full unsubsidised price, amounting to £325 including VAT for 5G WiFi routers, or £59 including VAT for 4G WiFi routers.

6.2 Repair and Replacement of Faulty Equipment

a. During the warranty period, Connectivity will assume responsibility for the full cost of repairing or replacing faulty Equipment, provided the damage or malfunction is not attributed to the Customer.

b. Connectivity reserves the right to deny coverage for repair or replacement of Equipment if damage results from:

        • Physical damage to the Equipment occurring within the Customer’s premises,
        • Unauthorized or improper use of the Equipment,
        • Accidental or willful negligence affecting Equipment functionality,
        • Any other external factor beyond Connectivity’s reasonable control.

c. Any determination of warranty eligibility, damage responsibility, or repair/replacement decisions shall be made by Connectivity at its sole discretion.

6.3 Return Process for Faulty Equipment

a. Customers are required to initiate returns of faulty Equipment by courier, and Connectivity will cover the cost of shipping. If a Customer fails to initiate the return within 14 days after receiving return instructions and a return shipping label, the label will be voided, and the Customer will then be responsible for all return shipping costs.

6.4 Replacement Equipment

a. To minimize service interruption, Connectivity may, at its discretion, dispatch new or refurbished replacement Equipment to the Customer before receiving and assessing the returned faulty Equipment.

b. Replacement Equipment provided may not be of the identical make or model as originally provided, but Connectivity guarantees that any substitute Equipment will be functionally comparable to support the Services.

c. If the Customer fails to return the faulty Equipment within the timeframe specified, Connectivity reserves the right to charge the Customer for the full unsubsidized cost of the replacement Equipment, amounting to £325 including VAT for 5G WiFi routers, or £59 including VAT for 4G WiFi routers.

6.5 Support Scope and Limitations

a. Connectivity does not provide support for any products or accessories not directly supplied by Connectivity, which may include but are not limited to: mesh network systems, WiFi extenders, and external WiFi antennas.

b. Connectivity’s support is available from Monday to Friday, between 9:00 am and 5:00 pm. Any support provided outside of these hours shall be at Connectivity’s sole discretion.

6.6 Customer Support Access

Customers may contact Connectivity Support through the following channels:

        • By email at support@myconnectivity.co.uk,
        • By calling the customer support line at 020 3923 9392,
        • By submitting a support ticket through the Please Connect Me dashboard.

By accepting these terms, the Customer agrees to comply with all warranty and support policies as specified. Connectivity retains the right to amend, alter, or update these terms as deemed necessary.

 

7. Contract Term

The Connectivity Service contract term (“Contract Term”) will begin on the date the Equipment is successfully delivered to the address provided by the Customer at the time of order placement. If delivery fails due to any action or inaction by the Customer, such as the provision of an incorrect address or failure to be present to receive the Equipment, the Contract Term will nonetheless be deemed to have commenced on the intended delivery date.

The specific Contract Term, including its length and associated pricing, will be disclosed to the Customer prior to and during the order placement process. Should the Customer wish to request a change to their initially agreed Contract Term, such requests must be submitted in writing to support@myconnectivity.co.uk.

Approval of any requested changes is at the sole discretion of Connectivity, and any such alteration may result in an adjustment to monthly charges and/or any upfront fees, with such changes communicated in advance to the Customer.

Upon the expiration of the initial Contract Term, the Service will continue on a month-to-month basis at the prevailing Rollover Price until terminated by either party in accordance with Clause 8 – Termination of Contract.

 

8. Termination of Contract

For subscriptions pertaining to 5G routers or long-term 4G services (defined as subscriptions with a duration of six months or more), the Customer may terminate the Contract under the following conditions:

8.1 Within the Initial 14-Day Period

The Customer may terminate the Contract without penalty by providing immediate written notice to Connectivity within 14 days of the commencement date of the Contract.

8.2 At Contract Termination

The Customer may terminate the Contract at the end of the Contract Term, provided that written notice of at least 30 days is given to Connectivity prior to the end of the term. If the Customer fails to provide the requisite 30-day notice, they will be charged a pro-rata amount for the following month based on the number of days of notice given. For example, if the Customer provides notice 15 days before the end of the Contract Term, they will be charged an additional 15 days, rather than a full billing cycle.

8.3 Post-Contract Termination

After the expiration of the initial Contract Term, the Customer may terminate the Contract by submitting a written notice of termination at least 30 days prior to the desired termination date.

8.4 Early Termination Charges

If a Customer wishes to terminate their Contract within the Contract term, they acknowledge their liability for Early Termination Charges, which are calculated by multiplying 80% of the Monthly Plan Cost by the number of remaining months in the contract term.
For instance, if a Customer has a 12-month 5G Subscription with a monthly cost of £59.99 and cancels the contract after 6 months, the Early Termination Charge would be calculated as follows: 80% x £59.99 x 6 months = £287.95. Any adjustments to the Early Termination Charge will be made solely at the discretion of Connectivity.

8.5 Termination by Connectivity

Connectivity reserves the right to terminate the Contract with 14 days’ written notice if, at its sole discretion, it determines that the Customer is using the Service for illegal purposes or in violation of the Service Parameters and Performance detailed in Clause 1. Additionally, Connectivity may terminate the Contract immediately, with written notice, if it deems the Customer’s behavior towards its support teams, Network Operators, or third parties to be abusive.

For rolling 4G subscriptions (defined as subscriptions with no set end date beyond the initial 30 days), the Contract shall terminate automatically under the following conditions:

a. Within the Initial 14-Day Period

The Customer may terminate the Contract without penalty by providing immediate written notice to Connectivity within 14 days of the commencement date of the Contract.

b. At Contract Termination

The Contract will automatically renew on a 30-day rolling basis at the end of the initial Contract Term, unless the Customer provides a 30-day written notice of termination prior to the renewal date. For long-term contracts of 12 months or more, the Customer is also required to provide 30 days’ notice before the end of the term to prevent renewal. If no notice is given, the contract will renew based on the terms specified in the plan.

 

9. Money Back Guarantee

Any Contract purchased is subject to a 14-day cooling-off period in accordance with UK Consumer Contract Regulations. During this 14-day period, a Customer may provide immediate written notice to Connectivity within the first 14 days of the contract term indicating their desire to terminate the Subscription, thereby entitling them to a full refund for the Equipment and Services rendered. To qualify for a full refund, the following conditions must be met:

  1. the Equipment must be returned in its original packaging, including all items initially provided to the Customer, such as the 5G router, power cable, LAN internet cable, and user guide;
  2. the Equipment must be returned in the same condition as it was received; and
  3. the return of the Equipment must be initiated within 14 days of the Customer’s notice of cancellation, unless otherwise expressly agreed upon by Connectivity, where initiating the return means dispatching the Equipment via the pre-paid courier service provided by Connectivity.

Connectivity shall bear the cost of returning Equipment associated with any Contract cancelled within the specified 14-day cooling-off period.

 

10. Customer Responsibilities

10.1 Installation and Setup of Equipment

The Customer is responsible for the proper installation and setup of the Equipment provided by Connectivity. This includes, but is not limited to, the following obligations:
Ensuring that the Equipment is installed in accordance with the instructions provided by Connectivity, including physical placement, power supply requirements, and network connections.
Verifying that the Equipment is connected to a compatible mobile broadband network as specified in the installation guidelines.
Conducting any necessary preliminary configurations, such as network settings and user credentials, to ensure optimal functionality.

10.2 Network Configuration Responsibilities

To maintain optimal service performance, the Customer agrees to:
Configure their home or office network in a manner that supports the Equipment’s functionality. This includes adjusting settings related to WiFi security, bandwidth allocation, and device connectivity as necessary.
Regularly monitor and manage network performance, including troubleshooting connectivity issues that may arise due to local network settings, interference, or hardware compatibility.
Ensure that the network environment is conducive to the effective operation of the Equipment, including maintaining sufficient distance from potential sources of interference (e.g., thick walls, electronic devices).

10.3. Reporting Issues

The Customer must promptly report any issues related to Equipment performance or service availability to Connectivity’s support team as outlined in Clause 6.6, including any concerns about installation or network configuration. Failure to address these responsibilities may result in degraded service performance or may void any applicable warranty or support services.

 

11. Force Majeure

11.1 Definition of Force Majeure

Connectivity shall not be liable for any failure to perform its obligations under this Agreement, or for any delay in the provision of the Service, if such failure or delay is caused by circumstances beyond its reasonable control, including but not limited to:

    • Natural disasters, including but not limited to earthquakes, floods, hurricanes, storms, or other severe weather events.
    • Acts of war, terrorism, riots, or civil disturbances.
    • Government actions or restrictions, including changes in laws, regulations, or policies that impact service provision.
    • Failures or interruptions in telecommunications services or utilities, including power outages or internet service disruptions caused by third parties.
    • Equipment failure or damage, provided that such failure or damage is not due to the negligence or misconduct of Connectivity.
    • Any other event or circumstance that could not have been reasonably foreseen or avoided by Connectivity.

11.2 Notification of Force Majeure Events

In the event of a Force Majeure occurrence, Connectivity will promptly notify the Customer in writing of the nature of the event, its anticipated duration, and the steps being taken to mitigate its effects. Connectivity shall make reasonable efforts to resume performance as soon as possible.

11.3 Limitation of Liability

During the period of any Force Majeure event, Connectivity shall be excused from its obligations under this Agreement to the extent affected by the event, and shall not be liable for any losses, damages, or expenses incurred by the Customer as a result of such failure to perform.

 

12. Complaints handling

In the event that a Customer has a complaint regarding the Services or Equipment provided by Connectivity, the Customer is encouraged to raise the issue promptly to facilitate a resolution. Complaints should be submitted in writing via email to support@myconnectivity.co.uk or through the designated complaints form available on our website. Connectivity will acknowledge receipt of the complaint within five (5) business days and will provide the Customer with a reference number for tracking purposes.

Connectivity aims to resolve all complaints as swiftly as possible and will conduct a thorough investigation of the matter. A substantive response will be provided to the Customer within fifteen (15) business days of acknowledging the complaint, detailing the findings and any proposed actions.

In the event that a resolution cannot be reached within this timeframe, Connectivity will keep the Customer informed of the status of their complaint and the reasons for any delay.

Should the Customer remain dissatisfied with the response provided by Connectivity, they have the right to escalate the matter to an alternative dispute resolution (ADR) provider, as recognized under UK law.

Connectivity shall provide information on the relevant ADR entity to the Customer upon request. Customers also retain the right to refer their complaint to the relevant regulatory body if they believe their complaint has not been adequately addressed.
All complaints will be handled in accordance with applicable laws and regulations, ensuring that Customers’ rights are respected and upheld throughout the process.

 

13. Privacy /GDPR

13.1 Definition of Personal Data and Applicable Data Protection Laws

For the purposes of this clause, “Personal Data” shall refer to any information relating to an identified or identifiable living individual, as defined under the General Data Protection Regulation (GDPR).

An identifiable individual is one who can be identified, directly or indirectly, particularly by reference to an identifier such as a name, an identification number, location data, an online identifier, or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural, or social identity of that individual.

“Applicable Data Protection Laws” encompasses all relevant data protection legislation that is in force from time to time, which governs the processing of Personal Data and protects the fundamental rights and freedoms of individuals, particularly their right to privacy.

This includes but is not limited to the Data Protection Act 2018, the EU General Data Protection Regulation (EU) 2016/679 (GDPR), and the EU Directive 95/46/EC.

13.2 Processing of Personal Data

In connection with the Services provided under this Agreement, Connectivity may process Personal Data as necessary for the performance of its obligations and the provision of the Services. As a data controller, Connectivity shall take full responsibility for the Personal Data processed, ensuring that all processing activities comply with the Applicable Data Protection Laws.

This includes, but is not limited to, obtaining necessary consents, implementing appropriate technical and organizational measures to ensure a level of security appropriate to the risk, and ensuring that the rights of individuals concerning their Personal Data are upheld.

13.3 Transparency and Rights

Connectivity is committed to transparency regarding its data processing activities. Details regarding the types of Personal Data collected, the purposes for which the data is processed, the legal bases for processing, data retention periods, and the categories of recipients with whom Personal Data may be shared will be outlined in Connectivity’s Privacy Policy, available at https://myconnectivity.co.uk/privacy-notice.

This policy also delineates the rights of individuals concerning their Personal Data, including the right to access, rectify, erase, restrict processing, and data portability, as well as the right to withdraw consent where processing is based on consent.

13.4 Third-Party Data Sharing

Connectivity will ensure that any third parties with whom it shares Personal Data, including data processors, are subject to appropriate contractual obligations to protect the Personal Data and process it only in accordance with Connectivity’s instructions and in compliance with Applicable Data Protection Laws.

13.5 Data Breach Notification

In the event of a data breach involving Personal Data, Connectivity shall comply with its obligations under Applicable Data Protection Laws, including, where applicable, notifying the relevant supervisory authority and affected individuals in accordance with the GDPR.

13.6 Customer Obligations and Contact Information

Customers are encouraged to review Connectivity’s Privacy Policy regularly to stay informed about how their Personal Data is being used and to understand their rights regarding such data. Any inquiries, concerns, or requests regarding Personal Data should be directed to Connectivity’s designated Data Protection Officer at dataprotectionofficer@myconnectivity.co.uk.

By entering into this Agreement, the Customer acknowledges and agrees to the processing of Personal Data as described herein and in Connectivity’s Privacy Policy, and represents that they have the authority to provide any Personal Data they submit in connection with the Services.

 

14. Law and Jurisdiction

This agreement shall be governed by and interpreted in accordance with the laws of England and Wales. Any disputes or claims arising out of or in connection with this agreement shall be subject to the exclusive jurisdiction of the courts of England and Wales.

All parties hereby consent to submit to the jurisdiction of these courts for the resolution of any such disputes or claims.