Customer Terms & Conditions

Hadeda Mobile Ltd · Last updated: 20 September 2026 · Version 1.2

Change note, 20 September 2026 (v1.2): we have corrected our description of your 14-day right to cancel. Clauses 4.2 and 12.1 previously said that you lose that right once you install your eSIM. That was wrong. Your right to cancel lasts the full 14 days even after your service has started — if you cancel in that time you pay only for the days you have had the service, and we refund the rest. Clauses 3.1, 3.3, 3.4 and 12.3 have been reworded for accuracy. No prices or allowances have changed. Earlier versions remain available on request from hello@hadedamobile.co.uk.

These terms form a legally binding agreement between you (“you”, “your”, “customer”) and Hadeda Mobile Ltd (“we”, “us”, “our”), company number 17044132, registered at 7 Blade Mews, London, SW15 2NF, trading as Hadeda Mobile and Steady Mobile. Please read them alongside our Acceptable Use Policy and Privacy Notice, which form part of your agreement with us.

1. About Our Service

  • 1.1 We are a UK mobile virtual network operator (MVNO) operating on the Vodafone UK network, supplied under a wholesale agreement with ESG UK MVNA Ltd.
  • 1.2 We provide eSIM-based voice, text and data services for use in the UK. Our plans do not roam abroad. If you are travelling in Europe, we sell separate EU Travel Packs covering 29 destinations — the 27 EU countries, Switzerland and Turkey. For destinations outside those 29, our sister company EPICeSIM offers travel eSIMs.
  • 1.3 Our service is provided on a reasonable-endeavours basis. We cannot guarantee uninterrupted service or particular speeds, which depend on coverage, your device and network conditions.
  • 1.4 Emergency calls to 999 and 112 are always free, even without credit or an active plan.
  • 1.5 If you use WiFi Calling, emergency access may not work during a power or internet failure. Please keep an alternative means of contacting emergency services.

2. Eligibility and Your Account

  • 2.1 You must be 18 or over. Our plans are UK mobile plans for use in the United Kingdom. You can order from anywhere in the world — many of our customers buy before they arrive — and you do not need a UK bank account, a UK address or a UK credit history.
  • 2.2 You must provide accurate information and keep your account credentials and eSIM secure.
  • 2.3 Your account is personal to you and may not be transferred without our written consent.
  • 2.4 You are responsible for all use of your account and SIM.

3. Plans and Pricing

  • 3.1 Your plan is a single ongoing agreement with no minimum term, billed every 30 days until you cancel. Current pricing is shown on our website and may change in line with the rest of this section.
  • 3.2 All prices include VAT. Hadeda Mobile Ltd is registered for VAT; our VAT registration number is GB517509879.
  • 3.3 We charge your payment method every 30 days, on or around the same date, until you cancel. This is one continuing agreement rather than a series of separate contracts, and there is nothing to pay to leave.
  • 3.4 We will give you at least one month’s notice of any price increase, and you may cancel without penalty before it takes effect. We do not apply automatic CPI- or RPI-linked annual price rises.
  • 3.5 Calls to premium-rate and special-rate numbers (including the 118, 084, 0871, 0872, 0873 and 09 ranges) are currently barred on our plans.

Our price promise

We’ll only ever raise your price if our own costs make it unavoidable — never through automatic inflation-linked increases. If we do change a price, we’ll tell you at least one month beforehand and you can leave without penalty.

4. eSIM Activation

  • 4.1 We’ll send your QR code and an activation link by email.
  • 4.2 Service begins when your eSIM profile is installed. At checkout you ask us to start your service straight away, inside your 14-day cancellation period. You keep your right to cancel for the full 14 days even after your service has started — see clause 12.1 for what you pay if you do.
  • 4.3 You are responsible for checking that your device is eSIM-compatible and unlocked.
  • 4.4 We can re-send your activation details, but we cannot guarantee compatibility with every device.

5. Your UK Mobile Number

  • 5.1 Your number is allocated to you for the duration of your service and remains our property.
  • 5.2 To bring your existing number to us, text PAC to 65075 from your old phone and give us the code.
  • 5.3 To leave without keeping your number, text STAC to 75075.
  • 5.4 Porting usually completes within one working day. If a delay is our fault, we’ll pay any compensation due within 30 days.
  • 5.5 To leave and keep your number, text PAC to 65075 from your SIM with us and give the code to your new provider. A PAC is valid for 30 days.

6. Acceptable Use

  • 6.1 Our Acceptable Use Policy forms part of these terms.
  • 6.2 You must not use the service for anything unlawful, offensive, fraudulent or infringing; for artificially inflated traffic; for machine-to-machine, IoT or automated devices (personal tethering is fine); as a fixed-broadband replacement; with SIM boxes or gateways; or in any way that degrades the network.
  • 6.3 Anyone using your SIM must also comply with these terms.

7. Fair Use and “Unlimited” Plans

  • 7.1 “Unlimited” is for personal, non-commercial use on up to 4 devices. It means unlimited UK data with no hidden cap and no speed throttling during normal personal use.
  • 7.2 It is subject to fair use. Running servers, 24/7 streaming, using your plan as a primary household broadband connection, sharing the SIM with other people, or commercial sharing may lead us to ask you to move to a more suitable plan, or to traffic management or suspension. We’ll normally contact you first.
  • 7.3 Our plans are for use in the UK and do not roam. For travel in Europe, see our EU Travel Packs, which are intended for temporary travel such as holidays and short trips rather than for living abroad.

8. Payment and Billing

  • 8.1 Payments are processed by Stripe. You authorise us to charge your chosen payment method every 30 days until you cancel.
  • 8.2 If a payment fails, we’ll notify you and retry. We may suspend your service if payment is more than 14 days overdue.
  • 8.3 Your billing history is available in your account.
  • 8.4 We’ll provide a free itemised bill on request — just email hello@hadedamobile.co.uk.

9. Pausing Your Plan

  • 9.1 You may pause your plan for a chosen period of up to 5 months, free of charge, and set the date on which it automatically resumes.
  • 9.2 We will keep your UK number for you during the pause period. You can also resume earlier than your chosen date by contacting us.
  • 9.3 While paused you can still receive standard SMS in supported destinations, and incoming calls while in the UK. You will not be able to use data or make outgoing calls until your plan resumes.
  • 9.4 A plan that is paused, and any plan on which payments are up to date, is treated as active and is not subject to the inactivity suspension in clause 10.1.
  • 9.5 To pause your plan, or to resume it early, message us before your renewal date.

10. Suspension and Restriction

  • 10.1 We may suspend your service immediately for: material breach of these terms; suspected fraud or illegal use; a legal, Ofcom or law-enforcement requirement; payment more than 14 days overdue; or a SIM inactive for 9 consecutive months or unactivated for 24 months.
  • 10.2 We’ll give you reasonable notice where we can, but may act without notice in cases of fraud or legal requirement.
  • 10.3 During suspension you won’t be able to make calls or texts (except 999/112), use data, or port your number until the matter is resolved.

11. Changes to Our Service

  • 11.1 We’ll give you at least one month’s notice of any material change that is to your disadvantage.
  • 11.2 You may cancel without penalty before such a change takes effect, and we will tell you about that right when we give you notice.
  • 11.3 Planned maintenance may temporarily affect your service.

12. Cancellation and Termination

  • 12.1 Your 14-day right to cancel. You have 14 days to cancel, starting the day after your contract with us is made. You keep this right even after you have installed your eSIM and started using your plan (Consumer Contracts Regulations 2013, Regulation 36).
    • If you have not installed your eSIM, you get a full refund.
    • If you asked us to start your service straight away and we have done so, you pay a proportionate amount for the days your service has been running, up to the price of the plan, and we refund the rest. Any charges outside your plan allowance are payable in addition.
    • For a data add-on or calling pack, the proportionate amount is worked out over the validity period stated for that add-on or pack.
  • 12.1a How to cancel in the 14 days. Email hello@hadedamobile.co.uk or message us on WhatsApp on 07348 950 917. Any clear statement that you want to cancel is enough — there is no special wording. We will refund you within 14 days of being told, using the same payment method you paid with.
  • 12.2 Cancelling after the 14 days. You may cancel at any time, with nothing to pay to leave. Your service runs to the end of the period you have already paid for, and we do not refund the remainder of that period.
  • 12.3 We may end your service by giving you at least one month’s notice, or immediately for material breach.
  • 12.4 You have the right to port your number out when your service ends.

13. Our Liability

  • 13.1 Nothing in these terms excludes our liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be excluded by law.
  • 13.2 Subject to 13.1, our total liability to you is capped at £3,000 per claim or series of related claims.
  • 13.3 We are not liable for indirect or consequential loss.
  • 13.4 We are not liable for failures caused by events outside our reasonable control.
  • 13.5 We will provide our service with reasonable care and skill.

14. Your Consumer Rights

  • 14.1 Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
  • 14.2 If we don’t provide our service with reasonable care and skill, you may be entitled to a remedy.

15. Complaints

  • 15.1 Our Complaints Procedure explains how to raise a concern.
  • 15.2 If your complaint is unresolved after 6 weeks, or we send a deadlock letter, you can refer it free of charge to our Alternative Dispute Resolution scheme, the Communications Ombudsman.

16. Privacy

  • 16.1 We handle your personal data in line with our Privacy Notice.
  • 16.2 Some data is shared with ESG UK / Vodafone to provide the network, and with law enforcement where required by law.

17. General

  • 17.1 These terms are governed by the law of England and Wales (or Scotland or Northern Ireland if you live there). Courts in those jurisdictions have non-exclusive jurisdiction, and nothing here removes protections you have under the law of the country you live in.
  • 17.2 If any part of these terms is found to be unenforceable, the rest continues to apply.
  • 17.3 A delay in enforcing these terms is not a waiver of our rights.
  • 17.4 These terms, together with the Acceptable Use Policy and Privacy Notice, form the entire agreement between us.

Hadeda Mobile Ltd · Company No. 17044132 · VAT No. GB517509879 · hello@hadedamobile.co.uk · Phone: 07348 950 917 · Prices are inclusive of all applicable taxes.