Other documents that form part of this Agreement

• Acceptable Use Policy (rules on fair use and prohibited activity)
• Privacy Policy and Cookie Policy (how we handle personal data and cookies)
• Plan-specific terms shown at the point of purchase and/or in your account/dashboard

If there is a conflict between these Terms and plan-specific terms, the plan-specific terms apply for that plan.

1) About Us

RWG Mobile is operated by Nowtel Distribution Limited (referred to as “RWG Mobile”, “we”, “us” or “our” in these Terms).

Registered/trading address: Anchor Brewhouse, 2nd Floor, 50 Shad Thames, London SE1 2LY, United Kingdom.

Company number / VAT number: [Insert if applicable]
Customer support email: support@rwgmobile.wales
Website: https://www.rwgmobile.wales/

2) The Services, Plans, and Coverage

2.1 Activating and using your SIM
When you activate your RWG Mobile SIM, you agree to follow this Agreement.You can use Services either:

• on standard out-of-bundle rates, funded by account credit; and/or
• By purchasing a Plan (a bundle/allowance package).

2.2 What a “Plan” means
A Plan is the allowance you buy for a defined period (for example, 30 days for rolling plans), which may include data, minutes and texts. You can usually change a rolling plan in your account; changes take effect at the end of the current plan period, unless we state otherwise.

Some Products may be:

• Pay As You Go (PAYG) (standard rates, topped up with credit)
• Monthly Rolling Plans (renew automatically if you choose auto-renew), or
• Fixed-term Plans (e.g., 12-month contracts), where early termination charges may apply after the cooling-off period.

If you stop a rolling plan and don’t select another, you can typically continue on standard rates using your account credit.

2.3 Network coverage and service quality
We provide Services with reasonable skill and care, but mobile services are not guaranteed to be uninterrupted or available everywhere. Coverage and performance can vary due to factors such as location, building materials, weather, congestion, faults, maintenance, or issues beyond our control.

If you experience problems, contact us and we’ll investigate and try to resolve them.

2.4 Roaming
We aim to enable roaming where available, but roaming depends on agreements with overseas operators and may be limited in coverage, speed, and reliability. Charges and caps for roaming are shown in plan terms or out-of-bundle rates where applicable.

3) Using the Services Responsibly

3.1 Personal use only
The Services are intended for personal, non-commercial use. You are responsible for anyone using the Services through your SIM or account.

3.2 Acceptable Use
You must not use the Services in a way that is unlawful, abusive, fraudulent, or that harms the network or other users. Full rules are set out in the RWG Mobile Acceptable Use Policy.

We may restrict or suspend Services if we reasonably believe your use breaches this Agreement or risks harm to the network.

3.3 Call duration limit
To protect network stability, we may apply a maximum duration to individual calls. Unless we state otherwise, the longest single call you can make is 3 hours.

4) Your Number, SIM Ownership, and Equipment

4.1 Your mobile number
We will assign you a mobile number unless you request to transfer an existing number. Number transfers are subject to eligibility and standard industry processes. We may need to change your number in limited circumstances (for example, technical reasons or regulatory requirements). If you are registered with us, we will take reasonable steps to inform you.

4.2 SIM and software ownership
Your SIM card (and any software on it) is licensed for use with our Services. It does not become your property. We may replace your SIM or require it to be returned when your Agreement ends.

4.3 Compatible devices
You must use a compatible handset/device and follow any technical requirements. Some Services (including data speeds and 5G) depend on device capability and network availability.

5) Orders, Contract Formation, and Delivery

5.1 How your contract is formed
When you place an order, you are making an offer to purchase. We will usually acknowledge receipt by email, but that acknowledgement does not mean acceptance. Your order is accepted only when we send a dispatch/confirmation email (the “Dispatch Email”). The contract forms at that point and covers only the Products included in that Dispatch Email.

5.2 Delivery timeframes
Where physical delivery applies, we aim to fulfil accepted orders within a reasonable time and in any event within 30 days, unless exceptional circumstances arise.

5.3 Risk and ownership of Products
Risk in physical Products passes to you on delivery. Ownership transfers once (a) delivery has occurred and (b) we have received full payment (including any delivery charges).

6) Prices, Billing, and Payment

6.1 Pricing
Prices are shown on the Site at the time you order, except where there is an obvious error. Prices usually include VAT (where applicable) and exclude delivery charges unless stated.

We may change prices at any time, but changes will not apply to orders already accepted (i.e., after the Dispatch Email). For rolling plans and auto-renewals, any price changes will be shown before renewal and/or in your dashboard.

6.2 Pricing mistakes
If a Product is incorrectly priced due to an error, we may cancel the order and refund you, or contact you for instructions before dispatch. If the correct price is higher and the error is obvious, we are not required to supply at the incorrect price.

6.3 Payment methods
You must pay using the payment options available on the Site at checkout (which may change from time to time). If you choose auto-renew, you authorise us to take payment for each renewal at the applicable price unless you cancel the renewal before the renewal date.

7) Cancellation and Refunds

This section summarises key points. Your statutory consumer rights are not affected.

7.1 Cooling-off period (distance sales)
If you buy online or by phone, you generally have a legal right to cancel within 14 days of delivery (for physical goods) or purchase (for digital services), subject to legal rules and the type of Product.

If you activate or use a Service during the cooling-off period, we may make a proportionate deduction for the value of Services used, where permitted by law.

7.2 SIM cards

• Unused SIMs: If you cancel within the cooling-off period and the SIM has not been activated/used, you may be eligible for a refund once the SIM is returned in unused condition (unless we state otherwise).
• Faulty/damaged on arrival: If a SIM arrives faulty or damaged, contact us promptly. We may replace it or refund it subject to reasonable checks. rules),

Returns must be sent to:

RWG Mobile Customer Services (Returns), Anchor Brewhouse, 2nd Floor, 50 Shad Thames, London SE1 2LY, UK.

Return postage is usually your responsibility unless we agree otherwise. We recommend tracked delivery.

7.3 Plans and bundles

• Within 14 days: You may be eligible for a refund, but usage may be deducted as described above.
• After 14 days: Plans are generally non-refundable once the cooling-off window ends, unless required by law or we agree otherwise (for example, verified billing errors).

7.4 Top-ups / account credit
Account credit (top-ups) is usually non-refundable, non-transferable and not redeemable for cash, except where required by law or we decide otherwise in exceptional circumstances.

7.5 How to request a refund
Contact customer support and provide:

• Full Name
• RWG Mobile Number (or account email)
• What you purchased and when
• Reason for Cancellation/Refund
• Proof of Purchase where Available.

Refunds are usually processed within 14 business days after we confirm eligibility and (where applicable) receive returned goods.

8) Service Issues and Compensation

If there is a significant interruption or fault that is our responsibility, we may offer a proportionate credit or refund for the affected period, depending on the circumstances and evidence.

We are not responsible for failures caused by factors outside our reasonable control. To assess a claim, we may ask you to report the issue and we may review it against your typical usage patterns and service availability in your area.

If you experience a materially degraded Service for an unreasonably long time, you may have the right to cancel, in line with your legal rights and plan type

9) Suspension, Restriction, Disconnection, and Ending the Agreement

9.1 If you want to leave (switching and porting)
You can end your Agreement by switching to another provider or by cancelling your plan (depending on plan type).

If you request a PAC or STAC, it is typically valid for 30 days . Once you use it, your Agreement ends when your number ports or your service switches.

If you do not use your PAC/STAC within its validity period, your Agreement continues. You may lose unused credit/allowances if you leave.

9.2 If we suspend or end Services
We may suspend, restrict, or end your Services (in whole or part) if we reasonably believe:

• You have breached this Agreement or Acceptable Use Policy
• Your use harms or risks the network or other customers
• Your device/SIM is lost or stolen
• We must do so for legal, regulatory, or security reasons
• We cannot provide the Services permanently due to circumstances beyond our control
• You have unpaid debts or repeated failed payments
• You have been inactive for an extended period (see below).

9.3 Inactivity and disconnection
If there is no chargeable activity for 180 consecutive days (such as topping up, buying a plan, or making chargeable usage), we may notify you and ask you to use the Service within a further period (for example, 90 days ). If there is still no activity (total 270 days ), we may disconnect the Service and you may lose any remaining credit, subject to applicable rules.

9.4 What happens on deactivation
If your SIM/account is deactivated, you may lose access to Services and your number may be reassigned, subject to number management rules. Refunds of remaining credit are not guaranteed unless required by law.

10) SIM Replacements

SIM replacement activation can take up to 24 hours, and occasionally longer due to third-party or technical delays. If you’re affected, contact us and we’ll assist.

11) Our Liability

We do not exclude liability where it would be unlawful to do so (including for death or personal injury caused by negligence, fraud, or other legally non-excludable liability).

Subject to that:

• We are not responsible for losses that are not reasonably foreseeable at the time the Agreement is made.
• We are not liable for indirect or consequential losses (such as loss of profit, revenue, business opportunity, or data), except where the law requires otherwise.
• Where we are liable for breach of this Agreement, our total liability is limited to the amount you paid for the relevant Product/Plan giving rise to the claim, unless the law says otherwise.

12) Communications and Notices

We may contact you electronically (email, SMS, in-app notifications, or website notices). You agree that electronic communications can satisfy legal requirements for written communications.

Notices to us should be sent to: [Insert RWG support/notice email].

We may treat notice as received:

• When posted on our website,
• 24 hours after sending an email, or
• 3 days after posting a letter,

Unless the law requires a different approach.

13) Transfer of Rights

You may not transfer your rights or obligations under this Agreement without our written consent.

We may transfer or subcontract our rights and obligations, provided this does not reduce your legal rights.

14) Events Outside Our Control (Force Majeure)

We are not responsible for delays or failures caused by events beyond our reasonable control (for example: major network failures, natural disasters, industrial action, government restrictions, or widespread power/telecom outages). Our obligations are suspended for the period of the event, and we will try to restore Services as soon as reasonably possible.

15) General Legal Terms

• Severability: If any part of this Agreement is unenforceable, the remaining parts remain effective.
• No waiver: If we don’t enforce a term immediately, we may still enforce it later.
• Entire agreement: These Terms and the documents referenced form the entire agreement between you and us relating to the Products/Services.

16) Changes to These Terms, Services, or Charges

We may update these Terms and/or change Services or charges for reasons such as:

• Legal or regulatory changes
• Security and fraud prevention
• Technical upgrades or service improvements
• Changes to suppliers or network arrangements
• New features or product changes
• Administrative or operational updates

If we make a change that materially disadvantages you (and it is not required by law or otherwise permitted as a non-material change), we will aim to give reasonable notice. Where applicable, you may have the right to leave without penalty by cancelling before the change takes effect (especially for rolling plans). Fixed-term plans may have different rules set out in their plan terms.

17) Managing Debt and Failed Payments

If you miss a payment or your auto-payment fails, we may:

• Retry payment
• Ask you to update payment details
• Restrict Services until payment is made
• And, where necessary, refer unpaid debt to a debt recovery process, subject to law and fair treatment.

18) Law and Jurisdiction

This Agreement is governed by the laws of England and Wales. Any disputes may be brought in the courts of England and Wales, subject to any mandatory consumer protections that apply.

Have any questions? Please contact our customer service team at: support@rwgmobile.wales