Customer Terms & Conditions

Hadeda Mobile Ltd · Last updated: 31 May 2026

These terms form a legally binding agreement between you (“you”, “your”, “customer”) and Hadeda Mobile Ltd (“we”, “us”, “our”, “Hadeda Mobile”), company number 17044132, registered at 7 Blade Mews, London, SW15 2NF. 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 include roaming abroad; for travel data, 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 and resident in the UK.
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 Our plans are monthly subscriptions. 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 GB517509870.
3.3 Your subscription renews automatically each month, on or around the same date, until you cancel.
3.4 We will give you at least 30 days’ 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 30 days 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 give your express consent to your service starting immediately, and you acknowledge that you lose your 14-day right to cancel once the eSIM has been downloaded (Consumer Contracts Regulations 2013, Regulation 37).
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 Hadeda, 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 Hadeda SIM 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.
7.2 It is subject to fair use. Running servers, 24/7 streaming, using your plan as a primary household broadband connection, or commercial sharing may lead to traffic management or suspension. We’ll normally contact you first.
7.3 Hadeda plans are for use in the UK and do not include roaming abroad.

8. Payment and Billing

8.1 Payments are processed by Stripe. You authorise us to charge your chosen payment method each month.
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. Suspension and Restriction

9.1 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.
9.2 We’ll give you reasonable notice where we can, but may act without notice in cases of fraud or legal requirement.
9.3 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.

10. Changes to Our Service

10.1 We’ll give you at least one month’s notice of any material change that is to your disadvantage.
10.2 You may cancel without penalty before such a change takes effect.
10.3 Planned maintenance may temporarily affect your service.

11. Cancellation and Termination

11.1 Cooling-off: you have 14 days to cancel for a full refund, provided you have not yet downloaded your eSIM. This right is lost once the eSIM is installed (Consumer Contracts Regulations 2013, Regulation 37).
11.2 After the cooling-off period you may cancel at any time. Your service runs to the end of the paid month and we don’t give partial refunds for the remainder of that month.
11.3 We may end your service with at least 30 days’ notice, or immediately for material breach.
11.4 You have the right to port your number out when your service ends.

12. Our Liability

12.1 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.
12.2 Subject to 12.1, our total liability to you is capped at £3,000 per claim or series of related claims.
12.3 We are not liable for indirect or consequential loss.
12.4 We are not liable for failures caused by events outside our reasonable control.
12.5 We will provide our service with reasonable care and skill.

13. Your Consumer Rights

13.1 Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015.
13.2 If we don’t provide our service with reasonable care and skill, you may be entitled to a remedy.

14. Complaints

14.1 Our Complaints Procedure explains how to raise a concern.
14.2 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.

15. Privacy

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

16. General

16.1 These terms are governed by the law of England and Wales (or Scotland or Northern Ireland if you live there).
16.2 If any part of these terms is found to be unenforceable, the rest continues to apply.
16.3 A delay in enforcing these terms is not a waiver of our rights.
16.4 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. GB517509870 · hello@hadedamobile.co.uk · Phone: 07348 950 917 · Prices are inclusive of all applicable taxes.