1. Definitions and Interpretation
In this Agreement the following terms shall have the following meanings:
“Contract” means the legally binding agreement between the Customer and Support Hubs formed when a plan is purchased;
“Plan” means a mobile connectivity plan offered on either a 30-day rolling or annual basis;
“Service” means the mobile services provided including data, SMS, and voice allowances;
“Customer” means any individual or entity purchasing or using our Services.
2. Contract Formation
2.1 By purchasing a Plan, you enter into a Contract with Support Hubs
2.2 Contracts are available as 30-day rolling Plans or 12-month annual Plans.
2.3 All Plans automatically renew at the end of their term (monthly or annually) unless you cancel Automatic Renewal.
2.4 You agree that the Contract is binding until cancelled in accordance with these terms.
2.5 If using a Multi-Network Voice/SMS Plan, you will be assigned a UK mobile number. This number is intended to be used as your Additional / Secondary number. Voice/SMS service is just an add-on to our Data-Only plans and you must not use this as a replacement to your Primary mobile number (where you would regularly make or receive Calls/Texts on a daily basis).
2.6 It is important to note that Support Hubs service is not a local UK service but a National Roaming SIM in the UK that has Roaming agreements to access all four UK networks.
2.7 It remains your responsibility to ensure that your device is compatible Support Hubs and we expect you to read all relevant FAQs before making a purchase.
2.8 If purchasing an annual plan, it is important that you choose an adequate amount of Data Allowance as once the SIM is activated, the plan cannot be changed or cancelled, even during the first CRA 2015’s 14 days cool-off period. If you need flexibility, you should consider purchasing a monthly rolling plan but that may be 2x-3x the cost of an equivalent annual plan.
2.9 If porting-in or porting-out your number, you agree that it will take upto 10 working days to port-in and 5 working days to port-out your number. You acknowledge that during port-ins, your number may temporarily stop working.
3. Automatic Renewal
3.1 Payment for renewal will be taken automatically from the payment method provided.
3.2 You may cancel Automatic Renewal at any time via the Web Site or the App.
3.3 Cancellation stops future renewals but does not generate a refund for the current active Plan.
3.4 If you fail to cancel before the renewal date, the renewal will be processed and no refund will be due.
4. Cooling-Off Period
4.1 By purchasing a SIM or eSIM you consent to immediate activation of the Service.
4.2 Once your SIM/eSIM is activated and any allowance (for eg. Mobile Data, Minutes, SMS – regardless of the quantity) has been used, you waive your statutory right to cancel under the 14-day cooling-off period.
4.3 No refunds are provided once activation and usage has occurred (regardless of whether you have used 1 kilobyte or 100 gigabytes).
4.4 We reserve the right to charge an admin fee for cancellations (a minimum of £15, depending on the plan you have purchased).
5. Cancellations
5.1 You may cancel your Contract at any time prior to the next renewal date via the Web Site or the App.
5.2 Cancelling prevents future renewals but your Plan remains active until the end of the current term.
5.3 No refunds are given for unused portions of a Plan once the billing cycle has started.
5.4 If you change to a new Plan mid-cycle, the existing Plan is terminated immediately, unused allowances are forfeited, and a new billing cycle begins. No refunds are provided in this case.
6. Add-Ons
6.1 If your allowances are exhausted during a cycle, you may purchase Add-Ons through the Web Site or the App.
6.2 Changing Plans mid-cycle is not recommended as it resets the billing cycle and forfeits all remaining allowances.
7. Liability and Limitations
7.1 Support Hubs is primarily intended to be used for Mobile Data use and is not a replacement for your Mobile Number for using for Calls/SMS for day-to-day use. Voice/SMS service is in Beta and we provide absolutely no guarantees that it will work with 100% uptime. By purchasing a Voice/SMS plan, you are agreeing that this is a ‘Beta Offering’ and you may experience some downtime, just like with any other Roaming SIM card.
7.2 We will use reasonable skill and care to provide the Service but cannot guarantee uninterrupted availability.
7.3 We accept no responsibility for failures outside our control, including but not limited to network outages or third-party failures.
7.4 Our liability is limited to the price paid for the Service during the affected period.
8. Governing Law
8.1 This Agreement shall be governed by and construed in accordance with the laws of England and Wales.
8.2 The courts of England and Wales shall have exclusive jurisdiction over any dispute arising from this Agreement.
For details on cancellations, automatic renewals, and refund practices, please see our Refunds & Cancellations Policy.
It is important that you read all terms, including the fine print and FAQs before purchasing a plan.
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