Last updated: 23rd of January 2026
These Terms of Service (“Terms”) govern your use of SYMU mobile services, SIM cards, eSIMs, subscriptions, websites, applications and related services (together, the “Services”). By ordering, activating or using the Services, you agree to be bound by these Terms.
If you do not agree, you must not use the Services.
1. About SYMU
SYMU provides mobile telecommunications services in the United Kingdom using third-party network infrastructure via Vodafone UK.
Company details:
· Legal entity: SYMU Ltd
· Company number: 16394891
2. Definitions
· “Account” means your SYMU customer account.
· “Billing Cycle” means the recurring period (usually monthly) for which subscription fees are charged.
· “Data Allowance” means the data included in your Plan.
· “Fair Use Policy” (“FUP”) means our reasonable usage rules (see Section 8).
· “Network Partner” means the mobile network operator whose infrastructure we use, currently Vodafone.
· “Plan” means your selected SYMU subscription or tariff.
· “SIM” means a physical SIM or eSIM, as applicable.
· “You / Your” means the person or entity using the Services.
3. Eligibility
You must:
· Be resident in the UK
· Provide accurate and complete information
· Have authority to use the payment method provided
We may refuse, suspend or terminate Services if eligibility requirements are not met.
4. Ordering, Activation and Use
4.1 Ordering
· Plans are ordered online or via authorised channels
· All orders are subject to acceptance by SYMU
4.2 Activation
· Services begin once your SIM or eSIM is activated and installed
· Activation is instant. If this does not appear to be the case, please click here.
4.3 Use of Services
· Services are provided for personal or business use as specified.
· You must not resell, exploit or misuse the Services without our prior written consent.
5. Plans, Subscriptions and Billing
5.1 Subscription Model
· Plans operate on a rolling subscription basis unless stated otherwise
· Subscriptions renew automatically each Billing Cycle
5.2 Charges and Payment
· Charges are billed in advance unless stated otherwise
· You must keep payment details up to date.
· Failed payments may result in suspension or termination of your service.
5.3 Price Changes
· We may change prices with at least 30 days’ notice.
5.4 Refunds
· Fees are non-refundable except where required by law.
6. Cancellation and Termination
6.1 Your Right to Cancel
· You may cancel at any time via your Account
· Cancellation takes effect at the end of the current Billing Cycle
6.2 Cooling-Off Period
· You have a statutory 14-day cooling-off period unless the SIM or eSIM has been activated
6.3 Our Right to Suspend or Terminate
We may suspend or terminate Services if:
· You breach these Terms
· Payment fails
· We reasonably suspect fraud, misuse or unlawful activity
· Required by law, regulators or our Network Partner
7. Network Coverage and Availability
7.1 Coverage
· Coverage depends on the Network Partner; Vodafone, device and location
7.2 Service Availability
· Services are provided on an “as available” and “as is” basis
· We do not guarantee uninterrupted, continuous or fault-free service
· Network performance, latency, speeds and availability are outside our direct control
8. Fair Use Policy
8.1 Reasonable Use
· Plans are intended for normal mobile usage
· Excessive, abnormal or automated usage may be restricted
8.2 Roaming and Tethering
· Roaming and tethering may be subject to limits
· We may apply caps, speed restrictions or suspensions
9. Devices and Compatibility
· We do not guarantee compatibility with all devices
· You are responsible for ensuring your device is unlocked and compatible
10. Faults, Maintenance and Service Changes
10.1 Maintenance
· Planned or emergency maintenance may affect availability
10.2 Service Changes
· We may modify, suspend or withdraw Services for operational, technical, regulatory or commercial reasons
· Where practicable, we will provide reasonable notice of material changes
11. Number Porting, PAC and STAC
11.1 Number Transfers
· You may transfer numbers using a PAC in line with UK regulations
11.2 Porting Timelines
· Transfers typically complete within one working day, but delays may occur beyond our control
11.3 Loss of Number
We are not responsible for loss of a number due to:
· Expired PAC/STAC
· Incorrect information supplied by you
· Service cancellation or termination
· Failure to complete porting within required timeframes
Lost numbers may not be recoverable.
12. Emergency Services Access
12.1 Limitations
Access to emergency services (e.g. 999 or 112) may not be available in all circumstances, including:
· Network outages or congestion
· Maintenance or technical faults
· Device, SIM or eSIM malfunction
· Inability to provide accurate location data
· Data-only or restricted service plans
12.2 No Reliance
· We do not guarantee uninterrupted access to emergency services
· You must not rely on the Services as your sole means of contacting emergency services
13. Marketing, Promotions and Credits
· Promotions are discretionary and subject to specific terms
· Credits have no cash value and may expire
· We may withdraw promotions where misuse or fraud is suspected
14. Prohibited Usage
You must not use the Services:
· For IoT, M2M, routing, gateways or fixed installations
· For call pumping, traffic manipulation or automated usage
· For resale or commercial exploitation without consent
· In any way that adversely affects the network or other users
We may immediately suspend or terminate Services for prohibited use.
15. Liability
15.1 Non-Excludable Liability
Nothing in these Terms limits liability for:
· Death or personal injury caused by negligence
· Fraud or fraudulent misrepresentation
· Any liability that cannot be excluded by law15.2 Excluded Liability
To the maximum extent permitted by law, SYMU is not liable for:
· Loss of profits, revenue, business, contracts or goodwill
· Loss of data or information
· Indirect, consequential or economic losses
· Service outages, delays or network failures
· Acts or omissions of the Network Partner
· Failure of emergency services access
· Any losses arising from reliance on the Services for business-critical or life-critical purposes
15.3 Liability Cap
Our total aggregate liability is limited to the fees paid by you in the previous 12 months, or £50 (whichever is higher).
16. Indemnity
You agree to indemnify SYMU against losses, claims or damages arising from your breach of these Terms or misuse of the Services.
17. Data Protection
Personal data is processed in accordance with our Privacy Policy.
18. Intellectual Property
All SYMU branding, software and content remain our property or that of our licensors.
19. Complaints and Dispute Resolution
· Complaints should be submitted to customer support here.
· Unresolved disputes may be referred to an approved ADR scheme
20. Regulatory Information
SYMU operates under UK telecommunications regulations. Service availability and emergency access may be limited.
21. Force Majeure
We are not liable for failures caused by events beyond our reasonable control, including network outages, supplier failures, natural disasters, strikes or government actions.
22. Assignment
We may assign these Terms. You may not without our consent.
23. Changes to These Terms
We may update these Terms. Continued use constitutes acceptance.
24. Governing Law
These Terms are governed by the laws of England and Wales.