Terms of Service

1. About Us

These Terms of Service (“Terms”) govern your use of the mobile telecommunications services, SIM cards (eSIM and physical SIM), devices, and related products provided by Rebel Telecom Limited (“Rebel”, “we”, “us”, “our”). Rebel Telecom Limited is registered in England and Wales (Company No. 16532607, VAT No. 495 7618 33).

Rebel operates as a Mobile Virtual Network Operator (MVNO) using our partner network, supplied through our wholesale partner Gamma Telecom. Service availability, performance, and coverage depend on these underlying networks.

Registered address: Rebel Telecom Limited, Vaughan Chambers, Vaughan Road, Harpenden, England, AL5 4EE, United Kingdom.

Contact: hello@rebeltelecom.com | +44 (0) 330 190 0072

Rebel operates under the Ofcom General Conditions of Entitlement and complies with applicable telecommunications regulations.

2. Agreement to Terms

By placing an order, activating a SIM, or using any Rebel service, you agree to be bound by these Terms, our Privacy Policy, Acceptable Use Policy, and Fair Usage Policy.

Customers will be provided with a Contract Summary and agree to the Terms of Service before entering into any agreement.

You must be at least 18 years old to enter into a contract with us. Accounts for users under 18 must be created and managed by a parent or legal guardian who accepts responsibility for the account and usage. We may carry out identity verification and credit checks before providing services.

These Terms form a legally binding agreement between you and Rebel Telecom.

3. Service Description

Rebel provides mobile telecommunications services including voice calls, SMS/MMS messaging, mobile data, eSIMs, physical SIM cards, and optional Rebel Phone devices.

Services may be provided through physical SIM cards and/or eSIM technology where available.

Our services are delivered over our partner network. Coverage, performance, and availability depend on these networks and may vary by location, device capability, and network conditions.

Services are provided via wholesale network infrastructure and may differ from services provided directly by the underlying network operator.

3.1 The Rebel Phone

The Rebel Phone is a modified Android device designed for young users. The device is designed to support safer usage but does not guarantee protection from all harmful or inappropriate content or communication.

It includes:

• • Built‑in parental controls
  • Restricted browser access
  • Curated app store
  • Safety‑focused software configuration
  • Automatic security updates

Features and specifications may change with software updates.

While the Rebel Phone includes safety-focused features, no technical solution can guarantee complete protection from all online risks, inappropriate content, or third-party communications.

We are not responsible for third-party applications, websites, or content accessed through the device or services.

Parents and guardians remain responsible for supervising device use and configuring available parental controls appropriately.

Parental controls and safety features may not block all content or communications and may vary depending on updates and external services.

3.2 Service Limitations

We do not guarantee uninterrupted or fault‑free service. Service may be affected by:

• • Network congestion
  • Maintenance or upgrades
  • Weather conditions
  • Building materials
  • Geographic factors
  • Third‑party network failures
  • Regulatory or emergency requirements
  • Public Wi-Fi restrictions or filtering systems
  • Educational, corporate, or venue-based network controls
  • ISP-level content filtering or blocking
  • App store or third-party platform outages
  • Operating system or software update disruptions
  • DNS or network configuration limitations

We do not guarantee service functionality in all countries, networks, devices, or environments.

These limitations reflect the constraints placed on Rebel by our wholesale provider.

3.3 Third-Party Networks, Wi-Fi Services and Internet Restrictions

Many Rebel services, applications, parental controls, security features, cloud services, location services, and device management functions rely on internet connectivity and third-party network infrastructure.

Rebel is not responsible for restrictions, filtering, blocking, throttling, firewalls, security controls, content filtering systems, network policies, technical limitations, or other measures imposed by third-party network operators, internet service providers, public Wi-Fi providers, educational institutions, employers, businesses, venues, accommodation providers, governments, regulators, mobile operators, or other service providers.

Such restrictions may affect functionality including parental controls, monitoring tools, location services, notifications, software updates, cloud services, or application performance.

Rebel does not guarantee that all features will function on every network, in every country, or under every internet environment.

Customers are responsible for ensuring that the network they use permits the intended use of Rebel services.

4. Contract Duration and Minimum Term

All Rebel mobile plans are rolling monthly contracts with no minimum term. You may cancel at any time with 30 days’ notice.

Your contract begins when we confirm your order and activate your eSIM or physical SIM card. Monthly charges are billed in advance.

There are no early termination charges.

5. Pricing and Payment

All prices are in GBP and include VAT. Current plan prices and out‑of‑bundle rates are set out in our Price Guide.

We accept payment by credit card, debit card, or direct debit. Monthly subscription charges are collected automatically.

If a payment fails, we may attempt to collect it again. If payment remains outstanding after 14 days, we may suspend or terminate your service.

5.1 Liability for Usage (Including Fraud and Misuse)

You are responsible for all usage on your SIM, until you notify us of loss, theft, or compromise including:

• • Fraudulent usage
  • Unauthorised usage
  • Usage resulting from loss or theft
  • Malware or device compromise
  • Excessive or abnormal traffic patterns

Our wholesale provider holds Rebel fully liable for all usage, including artificially inflated traffic (AIT), regardless of cause.

Customers must notify Rebel immediately if they become aware of unauthorised usage, suspected fraud, SIM cloning, account compromise, or unusual activity.

6. Coverage and Service Availability

Our services use our partner network. Coverage varies by location and is subject to factors including geography, buildings, weather, and network capacity. You can check estimated coverage at Three's coverage checker before ordering.

Typical speeds may vary significantly depending on network conditions, location, device capability, and signal strength.

Actual speeds depend on location, time of day, network load, device capability, and signal strength.

We may interrupt or modify services for maintenance, upgrades, or emergency repairs. We will provide advance notice where reasonably possible.

7. Data Allowances and Fair Usage

Each plan includes a monthly data allowance. When your allowance is exhausted, data speeds may be reduced for the remainder of the billing period.

We charge for out‑of‑bundle data usage.

Unlimited services are intended for reasonable personal use and are not intended for commercial bulk usage, automated usage, or activities that adversely affect network performance.

Unlimited plans are subject to our Fair Usage Policy to protect network integrity.

All plans include unlimited UK standard calls and SMS texts (MMS / picture messages are excluded and charged at 40p per message — see Price Guide), subject to fair usage and personal, non‑commercial use.

8. Cancellation and Cooling‑Off

Under the Consumer Contracts Regulations 2013, you have the right to cancel your contract within 14 days of the contract being concluded.

Full details of your cancellation rights and the Model Cancellation Form are available on our Cancellation Policy page.

After the cooling‑off period, you may cancel at any time with 30 days’ notice.

There are no early termination charges.

9. Roaming

Roaming is not included with Rebel plans by default. Roaming is disabled to prevent unexpected charges.

If you need to use your phone abroad, please contact us before travelling to discuss available options and charges.

Please check our Price Guide or contact us for the latest roaming information.

10. Number Porting

10.1 Porting In

You can transfer your existing phone number to Rebel by providing your Porting Authorisation Code (PAC) or Service Termination Authorisation Code (STAC). Ports typically complete within one working day.

10.2 Porting Out

If you wish to leave Rebel and keep your number, you can request a PAC or STAC code from your account settings or by contacting us. We will provide the code within one working day as required by Ofcom's switching regulations.

10.3 Number Reallocation

Numbers may be reclaimed where services remain inactive for more than six (6) consecutive weeks, in line with our wholesale provider’s requirements.

11. User Accounts

Parents or legal guardians must create and manage accounts for users under 18.

You are responsible for keeping your account credentials secure and for all activity under your account. You must notify us immediately of any unauthorised use.

We may require identity verification before activating services, processing account changes, issuing replacement SIMs, transferring numbers, or responding to certain account requests.

Failure to provide requested verification information may result in delayed activation or suspension of services.

Replacement SIM cards may be subject to an administration charge as set out in our Price Guide.

11.1 Lost or Stolen SIMs / Device

You must notify us immediately if your SIM card or device is lost, stolen, or compromised.

We may suspend the SIM to prevent unauthorised usage.

You remain responsible for charges incurred before notification is received

12. Acceptable Use

Your use of our services is subject to our Acceptable Use Policy. You must not use our services:

• • For unlawful or fraudulent purposes
  • To send spam or nuisance calls
  • To harass, threaten, or abuse others
  • To artificially inflate traffic (AIT)
  • To operate GSM gateways or SIM boxes
  • To interfere with network performance
  • To access restricted network areas
  • In a way that may bring Rebel or our network partners into disrepute
  • Phishing
  • Malware distribution
  • Impersonation
  • Hacking attempts

We may suspend or terminate your service immediately if we reasonably suspect misuse.

13. Devices and Software

The Rebel Phone includes a 12‑month manufacturer warranty covering defects in materials and workmanship. This does not cover damage caused by misuse, accidents, or unauthorised modifications.

You must not root, jailbreak, or modify the device software beyond its intended configuration.

Only approved devices may be used with our services. Devices must comply with applicable standards and must not harm the network.

Not all devices are compatible with all Rebel services or network features. Customers are responsible for ensuring device compatibility before purchase or activation.

Software updates may be applied automatically to maintain security and functionality and may change or remove features.

13.1 Device Insurance

Rebel offers complimentary device insurance via an independent authorised third-party insurance provider, Bastion. All insurance documentation will be issued directly to the customer by the insurer.

Insurance cover is subject to separate policy terms, eligibility criteria, exclusions, excess charges, and claims procedures.

Rebel is not the insurer and is not responsible for claims decisions made by the insurance provider.

Customers should carefully review the Insurance Product Information Document (IPID) and policy wording before purchasing or relying on any insurance cover.

14. Returns and Refunds

During the 14‑day cooling‑off period, you may return devices in their original condition for a full refund (see our Cancellation Policy).

After the cooling‑off period, devices may be returned within 30 days if faulty under the manufacturer warranty.

Refunds will be processed using the original payment method within 14 days of receiving the returned goods.

15. Emergency Services

You can call emergency services (999 and 112) free of charge from any Rebel SIM, including when you have no credit or data remaining.

Emergency services availability depends on network coverage and cannot be guaranteed.

Your approximate location information may be shared with emergency services to assist in locating you.

16. Limitation of Liability

To the maximum extent permitted by law:

• • We are not liable for indirect, incidental, or consequential losses
  • We are not liable for losses caused by network outages, maintenance, or third‑party failures
  • Our total liability to you in any 12‑month period is limited to £1,000

Nothing in these Terms limits liability for death, personal injury, or fraud.

This limitation reflects the liability cap imposed on Rebel by our wholesale provider.

Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection legislation.

17. Privacy and Data Protection

Your use of our services is governed by our Privacy Policy, which explains how we collect, use, and protect your personal data (location data, traffic data and fraud monitoring data) in accordance with UK GDPR and the Data Protection Act 2018.

You must use our services in compliance with data protection laws.

18. Complaints and Dispute Resolution

If you are unhappy with any aspect of our service, please follow our Complaints Code of Practice.

We will acknowledge your complaint within 2 working days and aim to resolve it within 10 working days.

If your complaint is not resolved within 8 weeks, or if we issue a deadlock letter, you may refer it to our Alternative Dispute Resolution (ADR) scheme, CISAS, free of charge.

18.1 Support for Vulnerable Customers

Rebel recognises that customers may be vulnerable due to age, disability, mental health, other health conditions, financial hardship, life events, digital exclusion.

We will take reasonable steps to identify and support vulnerable customers and provide additional assistance where appropriate.

Details are available in our Complaints Code of Practice.

19. Suspension and Termination

We may suspend or terminate your service if:

• • You breach these Terms
  • You breach our Acceptable Use Policy
  • Your payment is overdue
  • We reasonably suspect fraud, illegal activity, security threats, or misuse of the service
  • We are required to do so by law or our wholesale provider
  • Your usage threatens network integrity

We may suspend service without notice where urgent action is required.

20. Changes to Terms

We may modify these Terms where required by law, regulation, operational requirements, technological developments, security requirements, changes to our services, or business needs. We will give you at least 30 days’ notice of material changes. If a change is to your material detriment, you may cancel without penalty. Continued use after the notice period constitutes acceptance.

21. Intellectual Property

All intellectual property rights in our services, website, and products (including the Rebel Phone software) remain our property or that of our licensors. You are granted a limited, non-exclusive licence to use our services for personal use only.

22. Force Majeure

We are not liable for any failure or delay in providing services due to circumstances beyond our reasonable control, including natural disasters, government actions, network failures, power outages, or pandemics.

23. Entire Agreement

These Terms, together with our Privacy Policy, Acceptable Use Policy, Fair Usage Policy, and any Contract Summary provided at the time of order, constitute the entire agreement between you and Rebel Telecom Limited.

24. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

25. Regulatory Information

Rebel Telecom Limited operates under Ofcom's General Conditions of Entitlement and complies with applicable telecommunications regulations.

Rebel Telecom is a member of CISAS, an Ofcom-approved Alternative Dispute Resolution scheme. Details are available on our Complaints page.

• • Vulnerable customer support mention
  • Accessibility commitments

25.1 Legal and Regulatory Compliance

Rebel may disclose information or take actions required by law, court order, regulatory obligation, lawful interception requirements, emergency services requests, or law enforcement agencies.

26. Contact Information

For questions about these Terms of Service, please contact us at:

Email: hello@rebeltelecom.com

Phone: +44 (0) 330 190 0072

Correspondence Address: Rebel Telecom Limited, 27 Old Gloucester Street, London WC1N 3AX (Company No: 16532607, VAT No: 495 7618 33)

26.1 Accessibility

Rebel is committed to making its services accessible to all customers. Alternative formats of key documents may be available upon request. Customers requiring additional assistance should contact our support team.