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Moblox Mobile Terms and Conditions

Introduction

Moblox Limited, a company registered in England and Wales with company number 12215173. Our registered office address is 27 Old Gloucester Street, London, England, WC1N 3AX. In these terms and conditions references to “Moblox” or “we” both mean Moblox Limited.

These Terms and Conditions will apply to you when you place an order on the Moblox website (https://moblox.com/mobile) or use a Moblox Subscription Card (Subscription). Separate terms apply to the use of the website https://moblox.com/terms-and-conditions

These Terms and Conditions include important information on how we provide you with your mobile service and what to do if there is a problem. You should only order a Moblox mobile service If you agree with these Terms and Conditions.

Moblox MVNO

Moblox is a Mobile Virtual Network Operator (MVNO). For further explanation please see https://www.ofcom.org.uk/manage-your-licence/radiocommunication-licences/mobile-wireless-broadband/mvnos Moblox Mobile Services are delivered using the EE network. EE is part of the BT Group and runs the UK's biggest and fastest mobile network, offering 4G in more places than any other UK network. EE was first to launch 4G in the UK in October 2012, and also first to launch 5G in May 2019.

How to contact us

The best way to contact us is through the Moblox website or the Moblox mobile application (Moblox App) chat function. You can also contact us by email at support@moblox.com. You can even call us on 033 3303 0012, these calls are free from your Moblox Subscription.

Your Moblox Mobile Subscription

Your Moblox Mobile Plan starts from the day you activate your SIM on the Moblox website. SIMs are normally delivered within 1-3 days of your order, but please let us know if your SIM doesn’t arrive. 

When you choose your Moblox Mobile Plan and set up your Subscription you will need to set up a payment method for your monthly payment. You can change your payment method on the Moblox Website.

During the setup of your Subscription, Moblox will conduct an identity check. We conduct a credit header check as part of this process. This is purely a soft check against the database for Identity purposes, and will have no impact on the customer’s credit rating or history. The description in the customer’s credit file will appear as ‘Identity’.

Additional fees apply to any usage outside of your Moblox Plan (for example if you make international calls). There is a clear explanation of what is included and what is extra on the Moblox website https://moblox.com/mobile/plans in the Plan Details section. You can find the additional fees at https://moblox.com/mobile/charges

All Subscriptions and charges can be seen and managed through the Moblox website in the MyServices section https://moblox.com/management/my-services or in the Moblox App. The MySerivces section of the website also allows you to view your bills and payments. The price of your Moblox Mobile Plan will be shown in the MyServices section of the website. If your payments are late or overdue we may cancel your plan with immediate effect. We will try to warn you in advance of this happening.

Moblox has created Mobile plans that meet the needs of our subscribers. We don’t want you to pay for data that you don’t need. If your data usage is more than expected you can change to a plan with a greater allowance at any time. Alternatively you can buy extra data bolt-ons. You can see your data usage using the Moblox website MyServices or the Moblox App. Moblox will alert you if it seems you may use more data than is included in your plan. We will alert you at 80% of your data allowance and again when you reach 100%. If you do not upgrade your plan or buy a data bolt-on you will be charged out of bundle rates for data used beyond your data allowance. You can find the additional fees at https://moblox.com/mobile/charges. Any additional fees will be added to your monthly bill.

If your data usage is less than expected you can change to a plan with a lesser allowance at any time, the lesser plan and reduction in charges will take effect at the beginning of the next billing period.

Subscriptions

Your Moblox Mobile Subscription lasts for a calendar month, starting from the first of the month. In the first month, your subscription starts from the day you activate your SIM on the Moblox website (i.e. the day of activation counts as one full day, regardless of the time of activation, and is included in the monthly period) and the Plan is allocated to your account. It will end at the end of the calendar month. The first bill includes a pro-rata amount for the month in which you activate your SIM. We bill for one month in advance for all monthly recurring subscriptions.

Age Restricted Content

The default setting for age restricted content is “Unrestricted”. You can change this by contacting us using the details in section 2 above.

Pricing Policy

Moblox does not have an automatic, annual price increase on our Mobile Plans. We reserve the right to increase prices in line with the retail price index (RPI) rate of inflation, plus an additional percentage charge. We will give you at least one months’ notice of such price increases. Moblox charges VAT at the current rate.

Spend Caps

Moblox applies spend caps to your account to protect you from unexpected charges. The spend cap is automatically set at £5.00. If you wish to alter the spend cap please contact us using the details in section 2 above.

Service Issues

If your mobile service is disrupted by events outside our control then we’ll contact you as soon as possible and try to minimise the interruption. As long as we have tried to minimise the interruption we won’t be liable for short term interruptions to your mobile service. If the interruption continues you might be able to cancel your Moblox Subscription in accordance with section 8.

If we need to suspend our services, for technical reasons or to implement new regulatory requirements or to support a change in the law, then we’ll contact you to let you know. We’ll be able to let you know in advance of any suspension unless it’s an emergency, in which case we’ll let you know as soon as reasonably possible

If the network is experiencing high demand or unusually high traffic we might need to slow down the speed of your mobile service. We might also need to suspend or terminate your mobile service if we think your use of the mobile service is affecting the network or other users.

If you’re making calls using your internet connection, using applications such as FaceTimetm or WhatsApptm and you make a call to the emergency services, the emergency services may not be able to find your location. To ensure that the emergency services can find you, make sure you use your normal phone service to call the emergency services.

If there is a problem with your Moblox Subscription

If there is a problem with your Moblox Subscription please contact us using the details in section 2 above.

Moblox is responsible for providing your mobile service and you have legal rights where our mobile service is not as we have described or is faulty. A summary of your legal rights is available https://www.legislation.gov.uk/ukpga/2015/15/contents/enacted .

Complaints

If you have a complaint you can raise it with us using the details in section 2 above.

If you have a complaint which we’ve not been able to resolve you can ask for it to be resolved using alternative dispute resolution. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to the Centre for Effective Dispute Resolution here. CEDR will not charge you for making a complaint and if you are not satisfied with the outcome you can bring legal proceedings in court.

Ending your Moblox contract

Moblox has endeavoured to make our Mobile Service as flexible as possible, we typically provide our service on a rolling one month basis. From time to time we may provide offers that are associated with a 12 month contract or an upfront payment. Promotions and offers will generally have some specific terms associated with them, you will find these terms described on offer pages on the Moblox Website.

You can cancel your Moblox Subscription up to 14 days after you have activated your Subscription (regardless of whether you have ordered a monthly Subscription or a 12 month Subscription).

You can end your monthly Subscription by giving one months’ notice at any time or using a PAC code to leave us. You can end your 12 month Subscription at any time during the 12 month period, but you will be liable for remaining charges of the 12 month period. If you’re a business you can cancel individual Subscriptions without cancelling your whole Moblox Account. If you have taken advantage of an offer that is requires an upfront payment, you will not be entitled to a refund if you cancel your contract.

You can end your Moblox Subscription if we have breached these Terms and Conditions, if we don’t provide the Moblox Subscription to you for a period of time or if we make a significant change to the way we provide you with your Moblox Subscription.

If we believe you (or any of your employees) are using or will use your Moblox Subscription fraudulently, illegally, to make nuisance, spam or automate calls/SMS, to threaten, harass, stalk, abuse, disrupt or otherwise violate or infringe the rights of others or in a way that harms our network or the experience of other users then we can cancel your Moblox Subscription straightaway.

If you or the phone number allocated to you appear on a consumer protection list, we can cancel your Moblox Subscription and to withdraw your number. You can find details of what this is at https://www.ccpc.ie/business/enforcement/consumer-protection/consumer-protection-list/

Moblox responsibility

Nothing in these Terms and Conditions will limit or exclude our liability for death or personal injury caused by our negligence (including the negligence of our employees, agents or subcontractors), or to the extent our liability cannot be excluded or limited under applicable law.

If you’re a consumer, nothing in these Terms and Conditions will affect your legal rights as a consumer. You can find out more about these rights here .

If you’re a business, we exclude all implied terms that may apply to our site or any content on it and we will not be liable for loss of profits, business, or revenue, business interruption, loss of anticipated savings, or reputation, or any indirect or consequential damage.

Other important terms

We will only use your personal information as set out in our privacy policy available here https://moblox.com/privacy-policy

These Terms and Conditions are governed by English law and you can bring legal proceedings in the English courts. If you live in Scotland you can bring legal proceedings in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in either the Northern Irish or the English courts.

Moblox Limited reserve the right to change these Terms and Conditions.

Using the Service

Moblox Subscriptions provide inclusive allowances that covers standard mainland UK calls, texts and data and roaming within the EU and selected destinations for periodic travel, subject to our Fair Usage Guidelines. Special numbers and services (such as roaming charges, international calls, premium rate numbers and some 08 numbers) are not included. Calls and texts to the Lebara and Lyca networks are also excluded from the allowance. Sometimes the allowances may change, but we’ll always let you know in advance if they do. Our latest charges can be seen https://moblox.com/mobile/charges

Service Provision

We will provide the Mobile Service to you, and you will be entitled to the quality of Service generally provided by a competent mobile telecommunications service provider exercising reasonable skill and care. However, the Service is not fault free and we will not be liable to you if it is impaired by geographic, atmospheric, Network traffic or other conditions or circumstances beyond our control, including but not limited to the following:

  • The Service is subject to Network coverage and is not available in all parts of the United Kingdom, the EU and selected destinations or in all other countries; and
  • The Network may from time to time require upgrading, modification, maintenance or other work which may result in partial or complete non-availability of the Service.

We may exercise our discretion, using reasonable skill and care, to refuse to provide any part of the Service to you. This may involve barring certain numbers from the Service on a temporary or permanent basis, in circumstances where it is necessary for us to do so.

Mobloxreserve the right to:

  • Restrict access to certain elements of the Service due to age restrictions; and
  • Vary Content and/or the technical specification of Service from time to time.

Occasionally we may need to:

  • Alter the number of your mobile phone, or any other name, code or number associated with the Service for reasons beyond our control such as where requested to do so by a governmental authority or regulatory body or where we reasonably believe that the alteration will enhance your use of the Service. If this is the case we will give you reasonable notice; and/or
  • Temporarily suspend the Service (or any part of it) for operational reasons or in an emergency or for your security.

We will provide you with a SIM Card which shall remain, at all times, our provider’s property.

Maximum call duration is 2 hours.

Fair Usage

You may only use our services in the EU and selected destinations for periodic travel, like holidays or short breaks. If you’re not genuinely using our services for periodic travel we may have to charge you for, or suspend you from, using our services in the EU and selected destinations.

The countries covered in the EU and selected destinations may change from time to time, please see our charges page for details of what countries are included in the EU and selected destinations.

We may cap your data allowance in the EU and selected destinations. Any use in excess of these caps will be charged at our standard out of bundle rates.See https://moblox.com/mobile/charges

In the EU and selected destinations, making calls or sending texts to premium rate numbers, directory service numbers and some non-geographic numbers (which can vary over time) aren’t included.

All use of our services will be subject to our Fair Usage Guidelines. We may suspend or terminate your access to our services in the event that you breach our Fair Usage Guidelines.

Your use of the Service

You must provide us with a current email address and you must maintain this address and advise us promptly of any changes to it. It is your responsibility to verify that your email mailbox is in proper working order and you must assume the risk of all consequences for errors in sending and receiving email, unless caused by our negligence.

To use some of our Services, for example mobile internet, data, picture messages and text messages, you will need to ensure your mobile device is compatible and enabled.

You may only use a device with an IMEI number associated with it on the Network and you will not use or permit anyone else to use your SIM Card:

  • For any form of automated usage of mobile services;
  • In such a way that adversely impacts the service to other Moblox Subscribers;
  • Fraudulently, illegally or in breach of any law or statutory duty;
  • To make a call or send a message, to take a picture or video or send, upload, download, use or re-use any material which is offensive, abusive, indecent, defamatory, obscene or menacing, a nuisance (including to our staff) or a hoax, in breach of any Rights or privacy or otherwise unlawful;
  • To cause annoyance, inconvenience or needless anxiety as set out in the Communications Act 2003;
  • Other than in accordance with acceptable use policies of any connected Networks and any relevant Internet standards;
  • To generate AIT;
  • via a GSM Gateway so that the Service is provided via the GSM Gateway to third parties; or
  • To persistently send unsolicited communications,

and you shall, at all times:

  • Ensure the information you have provided to us in Participation or otherwise is accurate and up-to-date.

If your SIM Card is lost, stolen, damaged or destroyed or used without your authority, you will contact Moblox immediately and cooperate with us in our reasonable security and other checks. We reserve the right to bar or suspend your SIM Card where we reasonably suspect it has been lost or stolen.

You must tell us immediately if anyone makes or threatens to make any claim or issue legal proceedings against you relating to your use of the Service and you will, at our request, immediately stop the act or acts complained of. If we ask you to, you must confirm the details of the claim(s) in writing.

If you do not want your number displayed on receiving mobile phones, use your phone’s functionality to block this. Otherwise you agree that we may allow the display of your telephone number on receiving handsets. Your number will be disclosed in relation to calls you make to emergency services.

It is your responsibility to ensure your bank, debit or credit card account has sufficient funds to pay for the Charges. We shall not be responsible for any additional charges which may be imposed on you by your bank or card issuer.

We reserve the right to block or bar your SIM Card if we have reasonable cause to suspect fraudulent use of a Bank account, credit or debit card.