giffgaff pioneers

1. What terms apply to the giffgaff pioneers

1.1 giffgaff from time to time may invite certain members to provide insight, feedback and recommendations to help us improve our products and services. The information below tells you how you may participate in giffgaff’s member panel (the “giffgaff Pioneers”). The giffgaff members who are selected for the giffgaff Pioneers, and agree to participate in it, shall each become a “giffgaff Pioneer”.

1.2 In these terms and conditions "we", "us" and "our" refers to giffgaff, and "you" and "your" refers to the giffgaff member who is a giffgaff Pioneer.

1.3 Please read these terms and conditions (the "Terms") carefully before joining the giffgaff Pioneers or contributing to any Activity (as defined in section 3.1 below). Your acceptance to join the giffgaff Pioneers and your continued membership of the giffgaff Pioneers indicates your acceptance of these Terms.

1.4 These Terms should be read in conjunction with our standard terms and conditions and our Community Guidelines, which also apply. If you do not agree with any of the terms, then you should not become a giffgaff Pioneer or end your participation with the giffgaff Pioneers immediately (see section 10).

1.5 In the event of any conflict between these Terms and our standard terms and conditions, our standard terms and conditions shall apply.

2. Privacy

2.1 By registering to be part of the giffgaff Pioneers and using our Sites, you agree to our collection and use of your personal data in accordance with these Terms, our Privacy Policy and our Cookie Policy.

2.2 Where you provide information to us (whether during registration, participation in an Activity, submitting a Contribution or by any other means) you must ensure that the information is accurate and you must not impersonate, imitate or pretend to be someone else. If any information that you provide becomes inaccurate, you must notify us immediately of any inaccuracies.

2.3 Personal data (e.g. your name, address, email address) that you share with us is subject to our Privacy Policy and our Cookie Policy, which form part of these Terms.

2.4 You should be aware that any personal data you submit as a Contribution to the giffgaff Pioneers in a forum viewed by others, for example, on our community page, may become publicly available. We are not responsible for the personal data that you choose to include in such submitted content.

3. Your contributions & other content

3.1 During your time as a giffgaff Pioneer we may ask you from time to time to participate in and contribute towards various activities (together your “Contributions”). These activities may include, but are not limited to:

3.1.1 questionnaires, polls and online surveys;

3.1.2 in-person focus groups;

3.1.3 in-person product testing;

3.1.4 phone calls;

3.1.5 video calls;

3.1.6 peer-to-peer chat communities; and

3.1.7 any other activities, programmes, trials or initiatives provided by us.

(each an “Activity”, together the “Activities”).

3.2 By assisting giffgaff with any of the Activities as a giffgaff Pioneer you acknowledge and agree that:

3.2.1 you are entirely responsible for all Contributions that you submit to us;

3.2.2 we do not have an obligation to review, accept or use any Contributions;

3.2.3 we are under no obligation to select you for participation in any Activities;

3.2.4 we may refuse to post or remove any of your Contributions in our sole discretion;

3.2.5 your Contributions do not contain confidential or proprietary information;

3.2.6 we are not under any obligation of confidentiality (express or implied) with respect to your Contributions;

3.2.7 your Contributions shall not infringe the rights of any third parties, including any intellectual property rights of any third party;

3.2.8 your Contributions to the Activities shall adhere to our Community Guidelines; and

3.2.9 we can use or disclose (or choose not to use or disclose) your Contributions for any purpose, in any way, in any media worldwide.

3.3 By submitting any Contributions to our website (https://www.giffgaff.com/), online forums, third party websites, giffgaff social media and any other applications or platforms that giffgaff may introduce (together the “Sites”), you represent that you own or have the right to use all of the content and information you post. Although you will continue to own these Contributions, when you publish content or information to the Sites, you agree not to use it for commercial purposes and you are allowing us to access and use that information.

3.4 For any Contributions that are covered by intellectual property rights (like photos and videos) you grant us a non-exclusive, sub-licensable, royalty-free, worldwide licence to use these Contributions in connection with the giffgaff Pioneers and our own marketing communications.

4. Your reward for your contributions

4.1 In return for your Contributions to the Activities, you may become eligible for a reward. If an award for an Activity is available, the reward for the completion of an Activity will be communicated to you before the start of the Activity. The potential reward may include airtime credit, payback points, cash or other items or discounts as decided by us.

4.2 For the avoidance of doubt, not all Activities and Contributions will be eligible for a reward. We reserve the right withhold payment of any reward due to any contravention or non-compliance with these Terms or our standard terms and conditions or if any Contributions, in our sole opinion, are not satisfactory or do not comply with any instructions given to you in respect of any Activity.

4.3 In respect of the payment (or non-payment) of any reward giffgaff's decision is final and no correspondence will be entered into.

5. Your commitment to other’ rights

5.1 You agree that any Contributions submitted by you shall not contain:

5.1.1 any content that contravenes our Community Guidelines;

5.1.2 falsehoods or misrepresentations that could damage us or any third party;

5.1.3 content or links to websites that are unlawful, obscene, indecent, abusive, profane, menacing, offensive, defamatory, libellous, threatening, pornographic, harassing, hateful, racially or ethnically offensive, in breach of privacy or confidence or encourage such conduct and/or that would be considered a criminal offence, give rise to breach of contract, break any law, or are otherwise inappropriate;

5.1.4 any illegal or unauthorised copy of work protected by a third party’s copyright, including but not limited to providing pirated computer programmes or links to them, providing information to circumvent manufacture-installed copy-protect devices, or providing pirated music or links to pirated music files, or any encouragement to do so;

5.1.5 material that is otherwise subject to third party rights unless you have the relevant permission to use such material and publish it;

5.1.6 impersonation of another person;

5.1.7 advertisements or solicitations of business; or

5.1.8 personal information about another person and/or attempts to solicit personal information from anyone; (together the “Prohibited Content”).

5.2 We may, in our absolute discretion, deem any other content not listed in clause 5.1 to be Prohibited Content. We may edit, move or delete any content that you provide at our sole discretion (whether or not it is Prohibited Content).

5.3 We reserve the right to investigate and take appropriate action against anyone who, in our opinion, is in breach of this clause 5, and in particular, includes Prohibited Content in their Contributions. Such action includes, but is not limited to, reporting the Prohibited Content and your details to the appropriate law enforcement agencies.

5.4 We reserve the right to withhold the payment of any reward, suspend you or end your membership to the giffgaff Pioneers, if you are, in our absolute discretion, deemed to have infringed this clause 5.

6. Intellectual property

6.1 Your use of our Sites and being a member of the giffgaff Pioneers does not give you the right to access or download any information we post to our Sites which shall remain our and our licensors’ intellectual property.

6.2 These Terms do not grant you any licence to use any intellectual property (including our name, any trading name, brand or logo) of giffgaff Limited or our group, or our parent company.

7. Our liability

7.1 Please read this section carefully because it limits the liability of giffgaff Limited, our parent company, our group and our affiliates, related companies, officers, directors, employees, agents, representatives, partners, and licensors. Nothing in this section is intended to limit any rights you may have which may not be lawfully limited.

7.2 We will not be liable to you for

7.2.1 any loss of income, business or profits, or goodwill

7.2.2 any loss or damage which was not caused by our breach of these terms or breach of our legal duty of care;

7.2.3 any loss or damage which was not a reasonably foreseeable result of either our breach of these Terms or breach of our legal duty of care. Loss or damage is "reasonably foreseeable" if prior to you accessing this site such loss was either (i) contemplated by you and by us, or (ii) you notified us that the loss may occur if we breached these terms of use or our legal duty of care; or

7.2.4 any loss or damage suffered by you as a result of you failing to take reasonable precautions against such loss or damage, such as through installation of anti-virus software.

7.3 Subject to clause 7.1, our liability to you under these Terms will not exceed £3,000.

7.4 By using the Sites and participating in Activities, you agree to release giffgaff Limited from any and all liability whatsoever arising in any way from your use, misuse or inability to use the Sites.

8. Changes to these terms or to giffgaff pioneers programme

8.1 Sometimes we might need to change these Terms. If we do, then we will let you know by posting a notice on our Sites. If you don’t agree with the changes, then you should end your participation with the giffgaff Pioneers immediately (see section 10 for more information on how to do this). By continuing to submit Contributions to us you indicate your consent to the modified terms.

8.2 Occasionally we may need to modify, add to or withdraw Activities, content on our Sites, or other aspects of the giffgaff Pioneers. We reserve the right to do this without any liability to you.

9. Eligibility

9.1 It is free to register to be part of the giffgaff Pioneers but you must:

9.1.1 be 16 years of age or over; and

9.1.2 be resident in the United Kingdom.

9.2 By registering to be part of the giffgaff Pioneers you confirm to us you are 16 years of age or older and a resident of the United Kingdom.

9.3 We have the sole right to determine which members are eligible to participate in the giffgaff Pioneers and any of the Activities that we offer. We can also remove any individual(s) from the giffgaff Pioneers or any Activity at any time for any reason.

9.4 Only one registration per person for the giffgaff Pioneers is allowed and you may not authorise others to participate in Activities on your behalf, except as expressly permitted by us in relation to particular Activities.

10. Ending your participation in the giffgaff pioneers

10.1 You may end your participation as a member of the giffgaff Pioneers at any time, for any reason, by:

10.1.1 sending an email to us at memberpanel@giffgaff.co.uk;

10.1.2 clicking the link contained in the footer of each giffgaff Pioneers email that we send to you and then following the subsequent steps to opt-out; or

10.1.3 amending your marketing preferences in your giffgaff account to opt-out of receiving any marketing messages from us.

10.2 If you end your giffgaff Pioneers membership, you may be unable to access the Sites that are for participants of the giffgaff Pioneers and you will no longer receive emails or other correspondence from us in relation to the giffgaff Pioneers. In addition, you will forfeit any incentives or rewards that have not been administered at the time you opt out.

10.3 Our agreement with you under these Terms is in full force and effect while you visit the Sites and/or are a member of the giffgaff Pioneers and continues to be so even after your participation with the giffgaff Pioneers ends.

11. General

11.1 You agree to co-operate and assist us in defending any claim brought against us by a third party that arises from your breach of these Terms and you will allow us to handle any such claim.

11.2 Except as set out in section 11.3, a person who is not a party to this agreement shall not have any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement.

11.3 A company in the same group as giffgaff Limited may enforce these Terms as if it were a party to them.

11.4 If we decide not to exercise or enforce a right that we have against you (e.g. as a result of you breaching these Terms), this does not prevent us from doing so at a later date.

11.5 If any provision of these Terms is found by any court or administrative body of competent jurisdiction to be invalid or unenforceable then that invalid or unenforceable part will be deemed deleted from these Terms, such invalidity or unenforceability will not affect the other provisions of these Terms and they will remain in full force and effect.

11.6 These Terms shall be governed by and construed in accordance with the laws of England and any disputes will be decided only by the English courts. Any dispute arising in connection with these Terms is subject to the exclusive jurisdiction of the courts of England and Wales.

11.7 You can contact us by email at memberpanel@giffgaff.co.uk if you have queries about these Terms regarding the member giffgaff Pioneers.

Last updated: 14 May 2020

giffgaff app

This app (the “giffgaff App”) is provided by giffgaff Limited 500 Brook Drive, Reading, RG2 6UU 500 Brook Drive, Reading, RG2 6UU, a company registered in England (company number 04196996) (“giffgaff”, “we”, “us” or “our”).

By downloading and installing the giffgaff App, logging into it and continuing to use the giffgaff App you confirm to us that you agree to these terms. If you do not agree with these terms you should immediately stop using the giffgaff App and uninstall it from your device

1. Licence

We grant you a non-exclusive, non-transferable licence to use the giffgaff App on one device that you own or control for personal, non-commercial use only. There is no charge to you to either download or use the giffgaff App (save for any applicable data charges referred to in paragraph 3 below).

2. Your responsibilities

You’ll need to check that the giffgaff App is compatible with your device before you use it. You are also responsible for using the giffgaff App in accordance with paragraph 8 below (Security).

3. Cost

There are data charges for data downloaded over our mobile network. The data consumption will usually form part of your plan allowance or, if you do not have an active plan or have exceeded your plan allowance, you’ll be charged at our standard network rates. If you use the giffgaff App outside of the UK then you may incur roaming charges. Please see our roaming page for more details.

4. Our regular service terms and conditions also apply

The ways in which you can use the giffgaff App and any other services provided by us (including but not limited to any interaction with us, any purchase of airtime credit or a plan and your use of our mobile network) may also be controlled by and subject to our main terms and conditions (our “Main Terms”).

In the case of any difference or conflict between these giffgaff App terms and our Main Terms, our Main Terms will apply instead of these giffgaff App terms.

5. Exclusion of warranties and limitation of liability

To the fullest extent permitted by applicable law, the giffgaff App is provided to you on an “as is” and an “as available” basis, without support or maintenance. We do not warrant that the giffgaff App will meet your requirements or that the operation of the giffgaff App will be uninterrupted or error free.

To the extent permitted by law, we disclaim and exclude all warranties, representations, conditions and other terms of any kind, express or implied, and whether arising by statute, common law or otherwise. This clause does not affect your legal rights as a consumer.

6. Your personal information

How we collect and use your information when using the giffgaff App is explained in more detail in our privacy policy.

7. We may collect technical data about your device

By using the giffgaff App, you agree to us collecting and using technical information about the devices you use the giffgaff App on and related software, hardware and peripherals to improve the giffgaff App or our other products and to provide any services to you.

8. Security

You are responsible for safeguarding the password and any login details that you use to access the giffgaff App and your giffgaff account. You are responsible for any activity using your account, whether or not you authorised that activity. You should immediately notify us of any unauthorised use of your giffgaff account or of your device that has the giffgaff App installed on it.

We reserve the right to suspend or terminate your access to the giffgaff App at any time, with or without cause, and with or without notice. Cause for such action includes, but is not limited to:

• any violations of these terms or any other policies or guidelines (including the Main Terms) created for the giffgaff App;
• a request by you to cancel or terminate your giffgaff account;
• a request and/or order from law enforcement, a judicial body, or other government agency;
• unexpected technical or security issues or problems;
• if we suspect any fraudulent, illegal or suspicious activities associated with your account or device; or
• failure to pay any charges or fees owed by you to us.

9. Updates and changes to these terms

From time to time we may automatically update the giffgaff App to improve performance, enhance functionality, reflect changes to the operating system or address any security issues. Alternatively, we may ask you to update the giffgaff App for these reasons.

If you choose not to install such updates or if you opt out of automatic updates you may not be able to continue using the giffgaff App.

10. Intellectual Property

All intellectual property rights in the giffgaff App belong to us. You have no intellectual property rights in, or to, the giffgaff App or any content contained within it other than the right to use them in accordance with these terms.

11. General

If you have any problems with the giffgaff App or if you’d like to report anything to us you can contact us here.

These terms will be governed by the laws of England and Wales and the courts of England and Wales.

Last updated: 27 March 2020

Fair Usage Policy

All our giffgaff members have certain usage obligations which we ask that they consider as part of use of our Service. Generally speaking these obligations require your use of our services to be for private, personal, and non-commercial purposes as we mention in our Terms and Conditions, but also extend to how you use your allowance when roaming abroad and how you use your ‘unlimited’ allowance.

We’ve provided some examples to help illustrate behaviours to avoid. Please remember that the examples below aren’t an exhaustive list of how you could be breaching our Fair Usage Policy. Other activities which we reasonably believe to be outside of legitimate consumer use may also be subject to the terms in this Fair Usage Policy.

This Fair Usage Policy explains your usage obligations and what will happen if your usage falls outside those obligations and forms part of our Terms and Conditions.

We’ll keep this page updated with any changes that we need to make from time to time.

Your obligations

1. Personal use

You may only use giffgaff SIMs for legitimate private and personal use only. You must not use our services for commercial or business uses or any non-personal or non-private use.

2. Fraud

You must not use our services of a SIM Card fraudulently, in connection with a criminal offence, in breach of any law or statutory duty, to make a call or send a message or to take pictures 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 anyone's privacy or is otherwise unlawful. You must not engage in the organised, fraudulent resale of our services. If we reasonably suspect you to be doing so, we reserve the right to take appropriate action to stop such resale.

3. Roaming in the EU and selected destinations

You may only use our services in the EU and selected destinations (excluding the UK) for periodic travel, like holidays or short breaks. If you’re on an unlimited UK data allowance, or any other plan with a standard UK data allowance of more than 5 GB, your data usage may be limited in the EU and our other selected destinations (excluding the UK) at a lower level than your data allowance in the UK. Once you go over this limit you’ll be charged. For these limits and charges please see our roaming page. If you have, a plan with an unlimited UK data allowance, once you have used over 5 GB of data, you will be charged 10p/MB for the remainder of your plan.

Please note 5G services are subject to availability and is not currently available when roaming outside the UK.

What to avoid:
Using our services for the first time outside of the UK, using a large volume of your allowance (be that text, calls or data) in the EU and our other selected destinations (excluding the UK), or using our services and travelling within the EU and our other selected destinations (excluding the UK) for prolonged periods which don’t follow reasonable consumer holiday and travel patterns and behaviour. If you use our services outside the UK in the EU and our other selected destinations for 63 or more days in any four-month period and you cannot demonstrate prevailing use or presence in the UK this is likely to be deemed to be an unfair use of our services. When this happens charges will apply (see below), but we will always contact you 14 days before this time to make you aware of this. These charges will cease to apply when your behaviour is in accordance with this policy.

4. Unlimited data

With our plan that include unlimited UK data allowance, when you use a lot of data it slows things down for everyone. So to keep things fair, we keep an eye on how much data you, and all our members, are using.

Please see the section above on ‘Roaming in the EU and selected destinations’ for more information on using your ‘Unlimited’ allowances when you’re roaming outside of the UK.

If you have a plan with ‘Unlimited’ allowance (including our ‘Unlimited’ Monthly rolling plan) then we’ll monitor the amount of data you're using. If we reasonably believe that your usage is harming our Network or other members’ access or use of our Network then you will breach this Fair Usage Policy. Avoid regularly tethering to 12 or more devices or regularly using unreasonably large amounts of data, including but not limited using around 650GB of data twice within a 6-month period. If we suspect you are in breach of this Fair Usage Policy, we may investigate your usage further to ascertain whether your unlimited data usage is in line with this Fair Usage Policy and take action as set out below.

Information about traffic shaping and throttling can be found in our Traffic Management Key Facts Indicator.

5. What happens if your usage falls outside this Fair Usage policy?

Calls, texts and data:
If we reasonably suspect you’re not acting in accordance with this policy, we reserve the right to impose further charges or disconnect your SIM card or your plan at any time, having attempted to contact you first. If you are roaming in the EU or selected destinations and have a plan, you will be charged 10p/MB for data, 3.2p/minute for calls and 1p/text for texts, otherwise our standard Pay As You Go rates apply.

We also we reserve the right to; (i) investigate your usage, (ii) impose Network protection controls (which may reduce your speed of connection) (iii) suspend you from using our services, (iv) disconnect your SIM card at any time (v) transfer you to a plan with a reduced data allowance and/or (vi) prevent you from purchasing further plans.

6. Complaints

If you want to complain about our services, please raise a case with one of our Member Service agents. If we don't resolve your complaint, you can contact the Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU. They offer a free, independent service, but will only deal with your complaint if it's still unresolved after 8 weeks or there is a deadlock situation.

From 1 January 2021, members will no longer be able to use the European Online Dispute Resolution platform. This does not affect your statutory rights or your right to ask the Ombudsman to review your complaint (as set out above).

This Fair Usage Policy was updated on 15 October 2020 to include your usage obligations when you buy a plan with an unlimited data allowance.

giffgaff RCS

“Chat Messaging” with giffgaff – Terms and Conditions of Use

1. These terms are the terms and conditions of use for the Chat Messaging with giffgaff’s RCS messaging service (the “Service”) and by using the Service and/or continuing to use the Service, You confirm that you accept and will abide by these terms and any changes to these terms.

2. In these terms:

1. "We", “we”, or "giffgaff" means giffgaff Limited of 500 Brook Drive, Reading, RG2 6UU, registered in England and Wales under Company number 04196996; and
2. "You", “you” or “your” means you, the member receiving the Service who is subject to these terms, which includes any person that we reasonably believe is acting with your authority.

The Service

3. The Service is a messaging service available for  iPhone users running iOSv18.2 or later and for all Android 5.0 or later users that allows you to:

1. send and receive text messages, pictures, videos, locations, contacts and files;
2. have group conversations;
3. see who is currently typing and when a message has been sent, delivered and read;
4. send and receive rich communication with businesses without the need for another app, 

over our mobile network or compatible Wifi connections.

4. The Service is only available over the internet (through our mobile network or other internet connection), therefore, if you are not connected to the internet or if any communication cannot be sent using the Service, your phone will revert to SMS and you will be charged from your plan allowance, or, if you are not using a plan, you will be charged at our PAYG rate, regular roaming rates or rest of world rates depending on where you are when you are using the service. See https://www.giffgaff.com/pricing and https://www.giffgaff.com/roaming-charges for our rates.

5. Your contacts must also have a Rich Communication Services (“RCS”) compatible phone and operating system and have data enabled to receive any communications sent by you through the Service.

6. The Service could be affected by multiple factors not related to giffgaff, such as the WiFi network that you’re connected to, your location, the type of phone used, the existence of specific restrictions in the network and/or country in which you are located, and even your battery level.

Using the Service

7. To use the Service you need to have an RCS compatible application installed and enabled on your phone and an active giffgaff SIM, with a plan or sufficient PAYG credit. If you do not have a compatible app, you can obtain the Service by downloading Google’s Messages app.

8. The Service does not work with all phones so you will need to check that your phone is compatible with the Service. If both you and your message recipient have the Service and an RCS compatible app, your messages will be sent over mobile data or your WiFi connection. If your recipient does not have an RCS compatible app your messages may be sent as SMS or MMS and will be charged as set out in paragraph 4., above. For group messaging, each group participant must have a data connection with RCS active and have a compatible device messaging application on their phone, i.e. Samsung, Google or iPhone Messages. Your RCS compatible app sets what to do in these circumstances and you must familiarise yourself with the settings available. Further information is available on the giffgaff community, however giffgaff is not responsible for your application configuration. If your SIM becomes inactive for any reason, we will terminate the Service.

9. As soon as you begin using the Service, it will store records of your interactions with the Service.

10. If you end your agreement with giffgaff, or are in breach of these terms or giffgaff’s standard terms and conditions, your access of the Service will be terminated.

11. You will be responsible for updating your RCS compatible application from time to time.

12. You must not use the Service:

1. for any application that constitutes, promotes or is used in connection with spyware, adware, other malicious programs or code;
2. for unlawful or fraudulent purposes, or in connection with a criminal offence or other unlawful activity;
3. to send, receive, upload, download, use or reuse any material that is illegal, offensive, abusive, malicious, threatening, racist, indecent, defamatory, derogatory, obscene, menacing, or otherwise objectionable;
4. to harass, stalk, inconvenience, cause annoyance or needless anxiety to any person, impersonate any other person or act in a way which may reasonably be objectionable or is otherwise injurious to third parties;
5. for business, commercial or unreasonable use;
6. in any way that breaches copyright, trademark, confidence, privacy or infringes the intellectual property rights of others;
7. in any way that causes, or is likely to cause, the Service or access to the Service to be interrupted, damaged or impaired in any way;
8. to initiate the sending of unsolicited advertising or promotional material including without limitation junk-mail for commercial or non-commercial reasons; or
9. via a Gateway so that the Service is provided via the Gateway to third parties.

If you do, we might have to block your use of the Service.

13. giffgaff is not responsible for reviewing or controlling the content transmitted or shared through the Service. You are responsible for the use you decide to make of the Service and you should make sure that such use does not infringe the rights of third parties.

14. giffgaff shall have no liability for any decrease in phone functionality as a result of your use of the Service.

15. You can disable Chat Messaging via your RCS compatible application (i.e. the app you use for Chat Messaging) at any time, If you disable Chat Messaging you will lose access to any groups you are in and your contacts will no longer be able to send you Chat messages.

Charges

16. There is no monthly or other subscription charge associated with the Service. As with all applications, the Service uses data (whether it be mobile or Wi-Fi) to run including in the background whilst you are not using it and therefore will use your data allowance and you will be charged in accordance with your internet service provider or, if you are not on Wi-Fi, from your plan allowance, or, if you’re not using a plan, it’ll be charged at our PAYG mobile data rate, regular roaming rates or rest of world rates depending on where you are when you are using the service. See https://www.giffgaff.com/pricing and https://www.giffgaff.com/roaming-charges for our rates. If you use a plan, you may have a limited amount of monthly data so be careful that you don't run up extra costs that you're not expecting.

Liability

17. giffgaff don't represent or warrant that the Service is free of inaccuracies, errors, delays, bugs or interruptions. We can't promise that the Service will be free from interruptions or that the Service is reliable, of a certain quality, accurate, complete or otherwise valid.

18. The Service is provided with the reasonable care and skill of a network operator to allow use across multiple operating systems and phones and with functionality that will vary as a result. Other than this and as required by statute it is provided "as is" with no warranty, express or implied, of any kind and giffgaff expressly disclaims any and all warranties of fitness for purpose, availability, storage of data, security, title and/or non-infringement. You use the Service at your own discretion and risk. This does not affect your statutory rights.

19. You agree we have no responsibility for the deletion, loss or corruption of any content transmitted through the Service, unless we are negligent.

20. giffgaff will not be responsible for the damages and losses, lost profit or any other damage arising from your use of the Service. While you can disable the Service from any phone, giffgaff is not responsible for charges incurred due to using lost or stolen phones.

21. giffgaff is not responsible for any loss or damage to your messages, contacts and call history which arises as a result of your use of the Service.

22. Nothing in these terms will exclude or restrict the liability of either you or us for any liability that can't be excluded or restricted by law.

Data and communications

23. For the purposes of the information collected as part of the Service, giffgaff is the controller as defined in the General Data Protection Regulation 2016/679 (“GDPR”).

24. You are responsible for ensuring that any information provided by you to giffgaff in relation to the Service is correct and up to date. giffgaff accepts no liability which flows from incorrect or out of date information provided by you.

25. Your information is treated in accordance with giffgaff’s Privacy Policy, this includes details of how to exercise your data subject rights and how to contact our data protection officer with any queries you may have relating to the Service.

26. To allow Chat Messaging to work we require the use of information related to your mobile phone service such as your mobile phone number which will be shared with our suppliers in order to provide you with the Service.

Intellectual property rights

27. The Service and features within the Service, may be protected by intellectual property rights belonging to giffgaff, its licensors or to third parties. No licence is granted to you in respect of any such rights, except to the extent required for your personal use of the Service in accordance with these terms. You may not otherwise reproduce, modify, copy or distribute or use for commercial purposes any of the features, materials or content of the Service.

28. Whilst You retain all rights to the content you generate or send using the Service, you grant giffgaff a non-exclusive, royalty free worldwide license or the duration you are a user of the Service, to reproduce and adapt such content to the technical needs of the Service and/or giffgaff.

General

29. All suggestions and comments made by you to giffgaff in relation to the Service may be taken into account, implemented or adapted by giffgaff without you generating any rights over of these suggestions, comments or any resulting updates, advancements or amendments to the Service.

30. giffgaff reserves the right to amend, terminate or suspend the Service at any time.

31. We can make reasonable changes to these terms at any time and may suspend, end or change the Service immediately for any reason. All changes will be posted here Please check regularly for updates. If we change these terms to your material detriment (in our reasonable opinion) or end this Service, we'll give you 30 days' notice before the changes take place or the Service is terminated.

32. These terms are governed by English law and are subject to the exclusive jurisdiction of the English courts, which both you and We submit to.

giffgaff Broadband

Terms and Conditions for giffgaff Broadband Service

The following terms and conditions apply from 15 September 2025.

We know you hate it, we do too, but here’s the small print.

We ask you to accept these terms and conditions (“Terms”) when you purchase a Broadband Plan (defined below) and your use of the Broadband Service (defined below) will be governed by these Terms. 

We’ll keep these Terms up-to-date at giffgaff.com (the “Website”) at the link at the bottom of every page. If we make a change, we’ll let you know either by updating the Website or getting in touch directly. See ‘Changes to these Terms and Conditions’ section below for more info.

Here’s a summary of some important terms:

• Service Availability and Quality: The Broadband Service provides you with internet access, allowing you to browse the internet, send and receive emails, stream content, and more. Our Broadband Service isn’t available everywhere in the UK. You can check predicted network coverage in your area by checking giffgaff.com/broadband/postcode-checker. We use reasonable care and skill in providing you with the Broadband Services. However, the Broadband Service is not fault-free and the speed and quality of your internet connection can be affected by, for example, things like big events or how many people are connected in your Property.
• Broadband Plans & Billing: Details about your chosen Broadband Plan and the cost of your Broadband Plan are in your Order Confirmation or can be viewed in your Account online. You will be charged for your Broadband Plan monthly in advance, starting on your Activation Date. If you do not pay on time, you may need to pay interest on any unpaid amount owed to us.
• Cancellation: You can cancel your Broadband Service immediately within your 14 day Cooling-Off Period set out at Clause 9. You can cancel immediately during this time without having to pay a charge although you may still be required to pay for the Broadband Service provided up to cancellation and any one-off set-up, installation or activation charges already incurred. After the Cooling-Off Period, Monthly Rolling Broadband Plans can be cancelled at any time and the Broadband Service will stop at the end of your Monthly Usage Period (unless switching provider via an approved process).
• Acceptable Use: You must use the Broadband Service for lawful, private and Personal Use, complying with these Terms and the Acceptable Use Policy. Misuse (including, for example, fraudulent or illegal activity, activity that may harm the Network or the experience of others or using the Broadband Service for business use) may lead to cancellation or restrictions in respect of your Broadband Service.
• Changes to Terms & Charges: giffgaff may change these Terms or the prices of its Plans from time to time. If we increase the price of your Broadband Plan or make a change to these Terms that is not to your exclusive benefit, we will let you know at least 30 days in advance and you may have the right to leave without additional costs.
• Moving Home: You can transfer your Broadband Service to a new Property if giffgaff broadband is available in that area. Give us 30 days’ notice and we’ll provide you with an installation date for your new Property (if installation is required) and an Activation Date. You may need to pay a transfer fee.

Content:

1. Explanation of Certain Words
2. Provision of Broadband Service
3. Your use of the Broadband Service
4. Charges
5. Broadband Plans
6. Installation
7. Equipment
8. Additional Equipment
9. Cooling-Off Period
10. How we may restrict, suspend or end your Broadband Service
11. Changing Home
12. Liability
13. Promotions
14. Changes to these Terms
15. Your personal data and privacy
16. General
17. How to Contact Us

1. Explanation of Certain Words

1.1. In these Terms:

“Acceptable Use Policy” means our acceptable use policy which can be found at https://www.giffgaff.com/terms#bb-AUP;

“Account” means the giffgaff account which records details of your Broadband Plan from time to time;

"Activation Date" means the date on which the Broadband Service is activated and made available to you once installation is complete;

“Additional Equipment” means any optional equipment which you may purchase from us separately, which we do not provide to you as an essential part of setting up the Broadband Service; 

“Broadband Plan” means the available giffgaff broadband plan chosen by you when you placed your Order, to be provided to you to allow you to access the Broadband Service, as confirmed to you in your Order Confirmation;

“Broadband Service” means the broadband internet service which giffgaff agrees to provide to you, as shown on your Order Confirmation and/or any new, additional or substitute services which we agree to supply to you at a later date under these Terms;

“Content” means textual, visual or other information, software, photos, videos, graphics, music, sound or other material appearing on or available through the Broadband Service including all information supplied by content providers from time to time;

“Contract” means the contract made between you and giffgaff for the provision of the Broadband Service. For the avoidance of doubt, the Contract shall include these Terms and the Order Confirmation;

"Charges" means the fees and charges associated with the provision of the Broadband Service, including (but not limited to) Set Up Fees, monthly service fees, delivery fees, charges for Equipment and any additional usage charges;

"Cooling-Off Period" means the 14-day period during which you may cancel the Broadband Service without incurring additional costs, as set out at Clause 9;

"Equipment" means any devices, such as modems or routers, loaned to you by giffgaff as an essential part of your set up and use of the Broadband Service. References to Equipment do not include Additional Equipment;

“Intellectual Property Rights” means (i) any (and any rights subsisting in any) patents, designs, trademarks and trade names (whether registered or unregistered), copyright and related rights, moral rights, database rights, know-how and confidential information; (ii) all other intellectual property rights and similar or equivalent rights anywhere in the world which currently exist or are recognised in the future; and (iii) applications, extensions and renewals in relation to any such rights;

“Member” means an individual engaged in the giffgaff community and/or a user of the Broadband Service and/or a user of any other services provided by giffgaff.

"Monthly Rolling Broadband Plan” means a Broadband Plan that automatically renews at the end of each Monthly Usage Period;

“Monthly Usage Period” means the monthly usage period for the use of the Broadband Service under the Broadband Plan as set out at Clause 5.2 starting from either the Activation Date or the date on which a Broadband Plan goes live on your Account (as applicable);

“Network” means the systems or networks that we use to provide the Broadband Service; 

“Order” means a purchase of a Broadband Plan made by a Member through the Website;

“Order Confirmation” means a confirmation of your Order sent by giffgaff in which we accept your Order;

“Personal Use” means for your own use or the use of members of your household and not for business or commercial purposes; 

“Property” means the premises, as set out in the Order Confirmation, where the Equipment is or will be installed and where the Broadband Service will be provided;

“Rights” means copyright, trademark and other relevant proprietary and Intellectual Property Rights relating to Content;

“Set Up Fee” means the fees which we may charge to you to provide, activate (or re-activate) or install the Broadband Service and any Equipment and/or Additional Equipment;

“System” means electronic communications system or network;

“We”, “us”, “giffgaff” and “our” means giffgaff Limited, a company regulated by Ofcom and registered at 500 Brook Drive, Reading, RG2 6UU, company number 04196996 and VAT number 386 4146 72; and

“You” means the Member to whom these Terms apply, and it includes a person who we reasonably believe is acting with your authority.

2. Provision of Broadband Service

2.1. We will provide the Broadband Service to you, and you will be entitled to the quality of Broadband Service generally provided by a competent broadband provider exercising reasonable care and skill. However, due to the nature of the internet, the speed you actually get might be different from what’s advertised, especially during busy times. That’s down to all sorts of things such as your WIFI setup, the gadget which you use to connect to the Broadband Service (e.g. your tablet, computer, mobile or games console), how your home’s set up, and how many people are online at the same time. Big events can also slow things down. We will do our best to provide the Broadband Service as outlined in our Contract with you but you agree that the Broadband Service may not always be perfect and we cannot promise that your use of the Broadband Service will be free from errors or interruptions.

2.2. We will not be liable to you if we are unable to provide the Broadband Service as a result of geographic, atmospheric, Network traffic or other conditions or circumstances beyond our control, including but not limited to the following:

2.2.1. the Broadband Service not being available in all parts of the United Kingdom - please visit this page to see if we can provide the Broadband Service in your area - giffgaff.com/broadband/postcode-checker; 

2.2.2. the Network requiring updating, upgrading, modification, maintenance or other work which may result in partial or complete non-availability of the Broadband Service; and/or

2.2.3. a material failure by you to fulfil your obligations under these Terms (for example, non-payment of Charges). 

2.3. You acknowledge that your Internet Protocol (IP) address may change from time to time without notice as part of managing the Network and providing the Broadband Service to our Members.

2.4. giffgaff is a signatory to the Open Internet Code of Practice and as such is committed to being open and transparent about any traffic management policies. Please see our Key Factors Indicator for more information. 

3. Your use of the Broadband Service

3.1. You may only use Content in a way that does not infringe the Rights of others and you must comply with all other instructions issued by us regarding use of Content. You shall not store, modify, transmit, distribute, broadcast, or publish any part of Content other than in compliance with such instruction. The re-selling, copying or incorporation into any other work of part or all of the Content in any form is prohibited save that you may print or download extracts of Content for your Personal Use only.

3.2. You are solely responsible for evaluating the accuracy and completeness of any Content and the value and integrity of goods and services offered by third parties via the Broadband Service. We will not be a party to or in any way responsible for any transaction concerning third party goods and services, except in the case of negligence on our part.

3.3. It is your responsibility to keep back-up copies of any data you upload to the Network and you are responsible for any System you establish to monitor or manage your content online and internet use. 

3.4. You must provide us with your current mobile phone number and personal email address and such other information we request to comply with our obligations under these Terms. You must advise us promptly of any changes to information you have provided. It is your responsibility to verify that you can receive calls, text messages and emails.

3.5. To provide the Broadband Service, the Equipment and (if applicable) Additional Equipment must be connected to at least one of your devices (e.g. computer, tablet, mobile, TV). You will be responsible for ensuring that your devices work properly and are able to connect to any Equipment and Additional Equipment we provide to you.

3.6. Your use of the Broadband Service must be for your private, Personal Use. 

3.7. You are responsible for all activity that occurs under your Account, including the use of your Broadband Service by yourself and others. You will not use or permit anyone else to use the Broadband Service fraudulently, illegally or in breach of any law or legal duty and you shall, at all times:

3.7.1. Ensure that the information you have provided to us is accurate and up-to-date;

3.7.2. Comply with these Terms, our Privacy Policy, our Acceptable Use Policy and Community Guidelines;

3.7.3. Not do anything or permit anyone else to do anything which we reasonably think adversely impacts the Broadband Service to other giffgaff Members or may adversely affect the Network; and

3.7.4. Not be abusive, make threats, repeatedly cause a nuisance or annoyance or otherwise act illegally towards the giffgaff community, our employees, agents or property or to the employees, agents or property of giffgaff’s partners.

3.8. If giffgaff reasonably suspects you are not acting in accordance with the conditions of Clauses 3.6 and 3.7, giffgaff reserves the right to impose Network protection controls (which may reduce the speed of your Broadband Service); remove a Broadband Plan and/or Payback Points (as referred to in our mobile terms) from your Account; block access to the Internet via the Broadband Service at any time; prevent you from purchasing further Broadband Plans; stop your entitlement to Payback Points (as governed by our mobile terms); and/or bar or suspend your Broadband Service.

3.9. We may also require you to reimburse us for any reasonable and foreseeable losses, costs and/or expenses incurred by us as a direct result of your misuse of the Broadband Service, Network, Equipment and/or any Additional Equipment by you or anyone you have allowed to use the Broadband Service, Network, Equipment and/or Additional Equipment. 

3.10. You must tell us immediately by emailing datacontroller@giffgaff.co.uk if anyone makes or threatens to make any claim or issue legal proceedings against you relating to your use of the Broadband 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.

4. Charges

4.1. In return for payment of the Charges we will provide you with the Broadband Service. 

4.2. You may be charged a Set Up Fee, in which case we will let you know before you complete your Order.  

4.3. We may increase or decrease the Charges at any time (including introducing prices for aspects of the Broadband Service, Equipment or Additional Equipment previously provided at no extra cost and/or introducing delivery charges). Where we increase the Charges for the elements of the Broadband Service you are using we will notify you at least 30 days before the changes become effective, by email and/or text. 

4.4. Payment for your Broadband Plan is collected monthly in advance on the Activation Date, in respect of your first Broadband Plan, or on a set billing date for subsequent Broadband Plans.

4.5. You can pay the Charges using a payment method that giffgaff accepts, for example Mastercard, Visa or Visa Debit. You confirm that you are authorised to use the payment method. All cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card does not, for any reason, authorise payment to us, we will notify you and we will not be liable for any delay or failure to provide the Broadband Service and/or any Equipment or Additional Equipment and we reserve the right to charge interest on overdue amounts in accordance with Clause 4.8 below).

4.6. You must ensure that your payment details on your Account are kept up to date at least 24 hours in advance of your next payment being taken. 

4.7. You may replace your payment method with an alternative payment method that giffgaf accepts but you must have a payment method in place at all times. It is your responsibility to ensure any 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. 

4.8. If you do not pay the Charges on time or if we are unable to collect any payment you owe us, we may charge interest on the overdue amount at the rate of 2% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount. We also reserve the right to cancel or restrict your Broadband Service or Broadband Plan purchase, without notice, if we are unable to take payment or have reasonable cause to suspect fraudulent use of a credit or debit card.

4.9. We shall have no liability to you in respect of any loss incurred as a result of any delayed or incorrect Broadband Plan payments except where the delay or incorrect payments are caused by our fault. 

4.10. Refunds can only be processed to a saved, valid debit or credit card. We shall not be liable for any delay to the processing of refunds if caused solely by your failure to provide us with a valid debit or credit card. We reserve the right to request proof of identification prior to processing a refund if we deem this to be necessary.

4.11. If you switch to another broadband provider through an approved switching process, your Broadband Service will end on the date your switch completes and you will be eligible for a pro-rata refund for the unused period of any Broadband Plan you have purchased. In all other cases, your Broadband Plan will run until the end of the monthly period you’ve already paid for. This reflects Ofcom’s switching rules and our billing system design. We don’t issue partial refunds where you cancel for other reasons other than where you change your mind and exercise your right to terminate during the Cooling-Off Period, in which case, your legal rights will apply in accordance with Clause 9 of these Terms.

4.12. Charges include VAT unless otherwise stated. 

5. Broadband Plans

5.1. A Broadband Plan lasts for one (1) month and (subject to Clause 5.2 below):

5.1.1. for your first Broadband Plan, starts from the Activation Date; or, 

5.1.2. for subsequent Broadband Plans, starts from the moment the Broadband Plan goes live on your Account (“Allocation Date”), (i.e. the Activation Date or Allocation Date counts as one full day, regardless of the time of purchase, and is included in the Monthly Usage Period).

5.2. The Activation Date or Allocation Date (as applicable in accordance with Clause 5.1 above) is your “Broadband Plan Initial Date’. The Broadband Plan will continue for the Monthly Usage Period and expire at 23:59 the day before the corresponding day in the next month. If your Broadband Plan Initial Date is on a day not included in the following month, the Monthly Usage Period and your Broadband Plan will expire on the closest possible day in that next month and, if applicable (i.e. for Monthly Rolling Broadband Plans), your next Broadband Plan will start the next day. For example, if your Broadband Plan Initial Date for a Monthly Rolling Broadband Plan is on 31 January, the Monthly Usage Period will run until 23:59 on 28 February and will start again on 1 March.

5.3. You may cancel your Broadband Plan within the Cooling-Off Period set out at Clause 9. 

5.4. We reserve the right to vary the features of our Broadband Plans from time to time where reasonably necessary (e.g. to improve the Broadband Service you receive or to manage our costs). Where we vary speeds and/or features of a Broadband Plan you are using to your material disadvantage, we will notify you of this by text message and/or email at least 30 days prior to the change. You are not obliged to renew your Broadband Plan in the event that you do not agree to the changes. For queries/complaints you can contact our Member Services team by logging into your Account and using the chat function.

Additional Terms in respect of Monthly Rolling Broadband Plans

5.5. To purchase a Monthly Rolling Broadband Plan you will need to provide us with a payment method, which will be saved to your Account, and your Broadband Monthly Rolling Plan will auto-renew each month unless you leave in accordance with these Terms. 

5.6. We may offer you the chance to change your Monthly Rolling Broadband Plan. See our website for details. Where you wish to change an existing Broadband Plan to a higher speed Broadband Plan, we may charge you a pro-rated amount for the difference in the cost calculated on the basis of the number of days remaining in your current Monthly Usage Period.

5.7. You may not upgrade to a higher speed Broadband Plan if you have any outstanding Charges owed to us.

5.8. Should you wish to downgrade your existing Broadband Plan then the changes will take effect from the next Monthly Usage Period.

5.9. Where we offer the option to change your Monthly Rolling Broadband Plan, you may only do so after the Activation Date and not more than once in each Monthly Usage Period. 

5.10. After the Cooling-Off Period, you may cancel your Monthly Rolling Broadband Plan at any time before your next Monthly Usage Period is due to start. If you choose to cancel, your Broadband Service will end when your existing Monthly Usage Period expires. 

5.11. If you cancel outside of the Cooling-Off Period, you will be unable to claim any refund in respect of any purchased Broadband Plans.

6. Installation

6.1. giffgaff shall arrange installation of the Broadband Service (including, but not limited to, any Equipment) at your Property on a date agreed between you and giffgaff. You may need to arrange two installations on separate dates (an outside installation to essentially bring fibre from your street to outside your house and an inside installation to bring the fibre into your house, install your router and set up whatever else we need to get you underway).

6.2. If you need to change or cancel an installation date, you must let us know at least 24 hours in advance of that installation. If we need to change or cancel an installation, we will contact you as soon as we can to re-arrange. 

6.3. At the time of the installation appointment(s), someone over the age of 18 must be at the Property. This can be you or someone authorised by you. You must be the current occupier of the Property or have permission from the Property owner for us to install the Broadband Service at your address.

6.4. Installation of the Broadband Service may require access to your Property. You agree to provide necessary access and assistance to facilitate installation of the Broadband Service (including, but not limited to, any Equipment). You shall allow giffgaff to keep, maintain and operate the Equipment at the Property and you shall provide all reasonable cooperation to enable us to provide you with the Broadband Services. You may need to gain the consent of your neighbour(s) if you have shared grounds (such as a driveway).

6.5. Where we are unable to complete the installation, other than for any reasons set out in Clause 6.6, we will refund you any associated Set Up Fee and payments you have made for provision of the Broadband Service in relation to that installation. 

6.6. We reserve the right to charge you a reasonable fee in the following circumstances (if a charge applies, this will be communicated on our Website):

6.6.1. You have requested an engineer to visit your Property other than for the purpose of an installation and/or necessary maintenance work;

6.6.2. Where we are not able to proceed with the installation as a result of the reasons set out at Clause 6.7;

6.6.3. Where, due to technical or other reasons, we are unable to install the Equipment in your preferred location at the Property and you do not wish to proceed with installing the Equipment in the location we see fit. Note that we will make every effort to fit the Equipment where you prefer;

6.6.4. The person at the Property (whether you or a person given permission by you) at the time of the installation appointment(s) is under the age of 18;

6.6.5. You are not the current occupier of the Property or do not have permission of the Property owner for us to install the Broadband Service at your address;

6.6.6. Upon the engineer’s arrival at the Property, the engineer receives no response from you (or a person given permission by you) or our engineer is refused entry to the Property;

6.6.7. Upon arrival at the Property by an engineer, you (or a person given permission by you) ask our engineer to come back to the Property at another time; 

6.6.8. The appointment for the engineer to attend the Property is changed or cancelled by you (or a person given permission by you) within 24 hours of the time of your appointment; or

6.6.9. We are unable to proceed with an installation and/or provide the Broadband Service due to concerns relating to illegal or fraudulent activity.

6.7. If you do not own the Property, you are responsible for obtaining permission from the owner of the Property for us to connect and maintain the Broadband Service and Equipment at your Property. We may separately request confirmation or evidence that such consents have been obtained. We are entitled not to proceed with an installation and/or provision of the Broadband Service where such consents and permissions have not been obtained.

6.8. Our obligation to provide the Broadband Service is also subject to a survey. If a survey shows that the Equipment cannot be installed or connected at your Property, or if a non-standard installation is required, we may cancel any installation date we have given you and terminate our Contract with you to provide the Broadband Service. You will be notified of this as soon as possible after the survey. We will refund you any payments you have already made to us for installation of the Equipment and provision of the Broadband Service. 

6.9. In the event that we need to send an engineer out to fix a fault, Clauses 6.2 to 6.7 above shall apply (except that where we refer to installation in those Clauses, we mean the appointment to fix the fault). We may also charge you a reasonable fee if:

6.9.1. The engineer visits your Property and identifies there is no fault;

6.9.2. We reasonably believe that the fault was as a result of a breach of these Terms by you; 

6.9.3. The fault was as a result of a failure by you to follow any reasonable instructions in respect of the Broadband Service, Equipment or Additional Equipment by us or anyone acting on our behalf (e.g. in relation to the setting up of Additional Equipment); or 

6.9.4. The engineer discovers that the fault or other problem relates to your devices or any System that we are not responsible for.

6.10. There shall be no obligation on giffgaff to uninstall any Equipment or Additional Equipment once it has been installed (including where you exercise your termination rights under these Terms).

6.11. Pursuant to the electronic communications code set out in Schedule 3A to the Communications Act 2003 (the “Code”) we are seeking your approval to carry out works to your property for and on behalf of Nexfibre Networks Limited (CRN: 12175177) or such other third party to which Nexfibre assigns or novates its rights and/or obligations under Clauses 6.12 to 6.17 below.

6.12. By agreeing to these Terms, you consent to works being done at your Property by Nexfibre’s licensed contractors in order to install electronic communications apparatus (the “Apparatus”). There will be no additional charge for such works, and repairs will be completed to highway standards. However, due to ageing and weather neither we nor Nexfibre can guarantee a perfect match to the original ground surface.

6.13. Nexfibre shall maintain access to your Property wherever possible, with the necessary traffic management procedures carried out.

6.14. You agree that you grant Nexfibre the rights:

6.14.1. To install Apparatus on, under or over your Property;

6.14.2. To carry out any works on your Property for or in connection with the Apparatus and/or to give effect to the rights given at 6.14.3 below;

6.14.3. To install, operate, maintain, adjust, inspect, alter, add to, connect to, replace, repair, share, upgrade, remove and use the Apparatus;

6.14.4. To enter the Property to exercise the rights set out at 6.14.1 to 16.4.3 and, in addition, the grant of the other rights set out at paragraph 3 of the Code.

6.15. All Apparatus installed remains the property of Nexfibre both whilst these Terms are in force and if they end. You must not knowingly, or permit others to, cause damage to Nexfibre’s Apparatus.

6.16. Clause 6.14 above shall remain valid from the date you accept these Terms for the whole time that Nexfibre is an operator (as defined in the Code).

6.17. If you are a tenant, by agreeing to these Terms, you agree that you are permitted to grant the rights set out at Clause 6.14. We and/or Nexfibre may also require you to provide details of the owner of the Property. In such an instance, you confirm that you have the right to share those details with us.

7. Equipment

7.1. giffgaff may charge you for providing the Equipment. If so, we will let you know before you complete your Order.

7.2. You shall not, or shall not permit anyone else to: 

7.2.1. copy, disassemble, decompile, modify, reverse engineer or sublicence all or any part of any software we provide or any equipment (including, but not limited to, the Equipment and Additional Equipment), hardware or software; or

7.2.2. sell or attempt to sell, lend, hire out, put up as security for a loan or mortgage or allow to be seized under any legal process against you, all or any part of any equipment (including, but not limited to, the Equipment and Additional Equipment) or any other hardware or software, provided to you in connection with this Contract. 

7.3. Whilst using the Broadband Service, you shall not use the Equipment to access any internet service other than the Broadband Service.

7.4. You agree that it is your responsibility to ensure that there is an available power supply and the necessary power sockets to enable the Equipment to be set up.

7.5. Where we need to carry out any set-up or activation on the Equipment and/or Additional Equipment, you authorise us to have access to the Equipment and/or Additional Equipment to perform such set-up or activation (which may include the installation of software) and to check that the Broadband Service is working properly. You confirm that you will ensure such Equipment and/or Additional Equipment is prepared properly and follow our reasonable instructions (if required) to prepare the Equipment and/or Additional Equipment prior to set-up or activation of the Broadband Service on the Equipment and/or Additional Equipment. 

7.6. The software on the Equipment and/or Additional Equipment may require updating from time to time. You must allow such updates to run. Unless we communicate otherwise, these will usually happen automatically and remotely. Such updates will be at no extra cost to you.

7.7. Unless we advise you otherwise, please take reasonable steps to make sure that, while it is not in use, the electricity supplied to the Equipment and Additional Equipment is not turned off and that it is in standby or rest mode, as this allows us to send important updates (e.g. security updates) to the Equipment and Additional Equipment.

7.8. The Equipment is loaned to you in order for us to provide you with the Broadband Service. This means that, unless otherwise communicated to you by giffgaff, you will need to return the Equipment to us within 30 days following termination or expiry of your Contract with us (including where you end your Contract with us during the Cooling-Off Period).

7.9. You should return the Equipment using the pre-paid label giffgaff will provide you. 

7.10. If you do not return the Equipment in accordance with Clause 7.8, we shall be entitled to charge you for the replacement cost or reasonable recovery costs of the Equipment. We will give you reasonable notice before making this charge against the payment method you have provided us with. We may also subtract any such costs against any money which we owe to you for any reason. Paying this charge will not entitle you to keep the Equipment and the Equipment will still be owned by us.

7.11. Please do not move any Equipment once it has been installed. If you discover a fault with the Broadband Service or Equipment or you wish to alter the routing or location of any existing Equipment such as cables or wall sockets, you should contact us.

7.12. You agree to tell us as soon as you can about any loss or damage to any part of the Equipment. You agree to return the Equipment in a reasonable condition, allowing for fair wear and tear, and shall otherwise be responsible for any damage to or loss of any Equipment while in your possession and caused by your negligence, misuse and/or a breach of these Terms by you. 

8. Additional Equipment

8.1. You may from time to time have the option to purchase Additional Equipment from giffgaff. The total price for such Additional Equipment must be paid upfront at the time of the order. This will be separate to the monthly charges paid for your Broadband Plan.

8.2. You will not be required to return any Additional Equipment, which has been purchased by you, on expiry or termination of your Contract with us.

8.3. Where we have recommended that you purchase Additional Equipment for use with the Broadband Service and you have chosen not to take our recommendation, we cannot guarantee compatibility of what you instead choose, nor can we provide installation or ongoing support in respect of it. 

9. Cooling-Off Period

9.1. You can change your mind and cancel your Broadband Service within the Cooling-Off Period by notifying us in writing. 

9.2. The Cooling-Off Period in respect of your Broadband Service is 14 days from the later of:

9.2.1. The day after the day you receive your Order Confirmation; and

9.2.2. Your Activation Date.

9.3. To cancel, simply log in to your Account and use the chat function to contact our Member Services team and let them know you wish to cancel.

9.4. Where we have already started providing your Broadband Service during the Cooling-Off Period, we are still entitled to charge you for the full cost of the service you have received and we will refund to you any payments received from you except for: 

9.4.1. the cost of the Broadband Service received up to the day on which you told us to cancel; and

9.4.2. Any one off fees that you paid for installation or activation (e.g. the Set Up Fee).

9.5. Any refunds required to be made to you as a result of you exercising your right to terminate during the Cooling-Off Period, will be made within 14 days of the date on which we have received the Equipment returned by you in accordance with Clause 7.8 and will be made to the same method of payment you used to pay us. We reserve the right to charge you a reasonable fee in the event that the Equipment is returned in a condition not consistent with reasonable wear and tear and will give you reasonable notice prior to making this charge to the payment method you have provided to us.

10. How we may restrict, suspend or end your Broadband Service

10.1. We may, acting reasonably (e.g. where we see signs of the following), suspend, restrict or end your Broadband Service without notice if:

10.1.1. We reasonably determine that you have violated these Terms, including any terms linked to in these Terms such as our Acceptable Use Policy;

10.1.2. We believe that you or another person accessing your Broadband Service has engaged, or is engaging in, illegal or fraudulent activity;

10.1.3. You misuse (or we reasonably suspect you are misusing) your Broadband Service, including by carrying out any acts or omission which could cause a security threat or vulnerability to the Network;

10.1.4. You are no longer eligible to receive the Broadband Service, for example as a result of moving location;

10.1.5. You have provided us with false, inaccurate or misleading information; and/or

10.1.6. you have not made payment of any Charges due to us on the due date.

10.2 Where we decide it is necessary for us to suspend, reduce or end your Broadband Service in accordance with Clause 10.1 above, where we can, we will normally contact you and try to resolve the issue where reasonably possible. However, we are not required to do this and may choose not to if we think there is a risk of loss or harm, for example, if we believe you are carrying out fraudulent or illegal activity. 

10.3. We may also suspend the Broadband Service immediately without notice if:

10.3.1. Maintenance, repairs or improvements to any part of the Equipment, Additional Equipment, Broadband Service and/or the Network need to be carried out, including, for example, when dealing with threats to the security or integrity of the Network or the Broadband Service we provide; or

10.3.2. We have to do so by law.

10.4. If the Broadband Service is reduced (but not suspended) in accordance with Clauses 10.1 or 10.3 above, you remain liable for any Charges during the period of suspension.

10.5. In addition to our rights at Clause 10.1, we may also terminate your Broadband Service at any time by giving you at least 30 days prior notice. 

10.6. If we terminate your Broadband Service under this Clause 10, we:

10.6.1. shall not be required to provide you with any refund unless we are required to do so under law or regulation; and/or

10.6.2. where you have carried out fraudulent or illegal activity, may report you to the police so that they can consider taking further action against you.

10.7. We may withdraw your chosen Broadband Plan for commercial or operational reasons if we are unable to continue providing it for reasons beyond our reasonable control. If we decide to do this we will move you onto our nearest equivalent or better current Broadband Plan, unless you ask us to move to another more expensive Broadband Plan. If the Broadband Plan we have decided to remove (i) is not replaced by a similar or equivalent Broadband Plan and this is likely to materially disadvantage you; or (ii) causes the Charges you pay to increase, we will also give you notice of the change(s) at least 30 days before the changes take effect.

11. Changing Home

11.1. If you move from the Property to a new location in the UK and within an area where the giffgaff broadband is available, you can ask us to transfer your Broadband Service and continue to use your existing Broadband Plan at your new address. Just give us 30 days’ notice in advance of your moving date and we’ll arrange arrange an installation date(s) (if required) and Activation Date for the Broadband Service at your new address - provided giffgaff broadband is available in that new location and there’s enough Network capacity at your new address. We reserve the right to charge you a transfer fee. We will let you know the amount of the transfer fee before you agree to transfer your Broadband Service.

11.2. If you are moving abroad or to an area where giffgaff Broadband is not available (or there is not sufficient Network capacity), we won’t be able to continue providing you with your Broadband Service and you will be entitled to end your Contract subject to provision by you of reasonable evidence of your change of address and payment by you of all Charges owing up to the date that we disconnect your Broadband Service. 

12. Liability

12.1. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for:

12.1.1. death or personal injury to any person resulting from our own negligence or the negligence of our employees, agents or subcontractors;

12.1.2. fraud or fraudulent misrepresentation; 

12.1.3. any other type of liability which we cannot exclude or limit legally. 

12.2. Subject to Clause 12.1.2 and 12.1.3, we are not responsible for losses that are:

12.2.1. Caused by a delaying event outside our control. For example, if we cannot provide the Broadband Service to you because of something beyond our reasonable control;

12.2.2. Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your Order meant we should have expected it to (so, in the law, the loss was unforeseeable);

12.2.3. Avoidable. Something you could have avoided by taking reasonable action; or

12.2.4. A business loss. We are not liable for any business-related losses. The Broadband Service is intended solely for your private and Personal Use. If you use the Broadband Service for any commercial, business or resale purposes, we disclaim any liability for loss of profit, loss of business, business interruption, or loss of business opportunity.

12.3. Subject to Clauses 12.1, our liability to you under these Terms will not exceed £3,000.

13. Promotions

From time to time we may invite you to take up offers, additional services or promotions. Those offers, additional services, or promotions may have additional terms and conditions. See giffgaff.com/terms/promotions.

14. Changes to these Terms

14.1. We reserve the right to change these Terms from time to time. We may notify you of any changes to these Terms by posting them on our Website. We may also notify you by voicemail, text or media message or by email. Your use of the Broadband Service following notification of changes to these Terms means that you accept such changes.

14.2. Notwithstanding Clause 14.1, in the event the changes we make are not to your exclusive benefit, we shall notify you at least 30 days in advance of the change and your right to cancel. If you do not wish to accept the changes, you may terminate your Contract and leave giffgaff without incurring any additional costs before the changes come into effect by giving us notice in accordance with the instructions set out in our notification.

14.3. Your right to cancel without incurring any additional costs will not apply if we make any changes to the Charges, Broadband Service, or these Terms that are exclusively for your benefit or for the following reasons:

14.3.1. The change is due to a change in law (including a change required by government or a competent regulatory body) that applies to us and/or the Broadband Service or other services or products we provide. This includes any increase in the rate of VAT, the imposition of new tax or the extension of an existing tax that has not been previously applied;

14.3.2. The change is purely administrative and has no negative effect on you;

14.3.3. We decide that the Equipment, Additional Equipment and/or Broadband Service should be altered for reasons of quality of service or otherwise for the benefit of Members or, in our reasonable opinion, it is necessary to do so in order to continue to provide the Equipment, Additional Equipment and/or Broadband Service;

14.3.4. We have a legal or regulatory obligation to pass on cost increases;

14.3.5. We introduce new services, new service features, service improvements, Equipment and/or Additional Equipment provided these do not impact the provision of the Broadband Services to your detriment;

14.3.6. For security, technical or operational reasons;

14.3.7. In all other events, where we reasonably determine that any change is necessary to maintain or improve the Equipment, Additional Equipment and/or Broadband Service provided to you.

15. Your personal data and privacy

15.1. Your personal information is used and retained in accordance with our Privacy Policy. 

15.2. We may monitor any content or material transmitted using the Broadband Service, including email and internet communications, where required by law or an enforcement authority, or as part of any actual or potential criminal or suspected fraudulent activity. 

16. General

16.1 If either of us fails to enforce our rights under these Terms, it shall not prevent either of us from taking action later. We might not immediately chase you for not doing something (like paying) or doing something you are not allowed to do, but that does not mean we cannot do it later. 

16.2. Nobody else has any rights under the Contract with you. This Contract is just between you and us. No one else has any rights to enforce any of its terms. 

16.3. Each clause in these Terms operates separately, If any part of the Terms is found by a court to be unreasonable or inapplicable the other parts will continue to apply.

16.4. These Terms are governed by the laws of England and Wales, unless you live in Scotland or Northern Ireland, in which case they will be governed by Scots or Northern Irish law respectively. If we have a dispute about these Terms and you want to take court proceedings, you must do so in one of the 4 parts of the United Kingdom (England, Wales, Scotland or Northern Ireland) of which its courts will have exclusive jurisdiction. 

17. How to Contact Us

If you need to contact giffgaff Member Service please log into your account and use the chat function. If you’re unhappy with any part of your Broadband Service and want to make a complaint, please check our Complaints Code of Practice at https://www.giffgaff.com/support/complaints/complaints-code. This includes the latest information on alternative dispute resolution. 

giffgaff Broadband Acceptable Use Policy

giffgaff broadband Acceptable Use Policy

This AUP was created on 12/9/25.

Introduction 

This Acceptable Use Policy (“AUP”) sets out the ground rules for using our broadband service in a safe, fair, and legal way. It explains what kinds of behaviour aren’t allowed, how we handle misuse, and what you can expect from us if there’s a problem.

We’ve written it to be as clear and straightforward as possible, so you can feel confident about what’s okay, what’s not, and what happens if something goes wrong.

Using our service means you agree to these rules because they’re here to protect you, us, and everyone else on the Network.

Our AUP is part of our terms and conditions which you accept when you sign up for giffgaff broadband, so make sure you read this carefully. 

“We”, “us”, “giffgaff” and “our” means giffgaff Limited, 500 Brook Drive, Reading, RG2 6UU; and “You” means the Member to whom these Terms apply, and it includes a person who we reasonably believe is acting with your authority. Any terms in capitals not defined in this AUP will have the same meaning as in your giffgaff broadband Terms. 

Key Principles 

You must use our broadband legally, safely, respectfully and responsibly. What we mean by this is ensure you follow all applicable laws and regulations; you don’t harm or disrupt the service for others; you don’t abuse, harass, or harm others online; and you use the service fairly and don’t overload the Network. 

We’ve provided some examples to help illustrate behaviours and activities to avoid. Please remember that the examples below aren’t an exhaustive list of how you could be breaching our Acceptable Use Policy. Other activities which we reasonably believe to be outside of legitimate consumer use may also be subject to the terms in this AUP.

What you must NOT do: 

You must not use our broadband service or permit anyone else to use the Broadband Service to engage in illegal activities, abuse the Network, conduct harmful behaviour and or use it for commercial purposes.

The following behaviours or activities are prohibited under this AUP: 

• Using the service for non-personal or non-private use except for remote access to your employer’s corporate network or systems (such as a VPN, remote desktop, or cloud-based work tools) provided the access is to enable you to fulfill your own employment obligations; 
• Using the service in such a way that adversely impacts the Broadband Service provided by giffgaff to other Members;
• Using the service in such a way as to break or circumvent (or attempt to do so) the security of the Network, Equipment, Additional Equipment, Content, hardware or software;
• Using the service to conduct unauthorised monitoring of data or traffic on any network or system without the express authorisation of the owner of the system or network;
• Sending, receiving, storing, distributing, posting, uploading or downloading any materials that are designed to violate giffgaff’s Network’s security or any third party’s system or network security;
• Attempting to adapt, modify, decompile or reverse engineer any part of the Broadband Service;
• Committing fraud, or engaging in illegal activities or any activity that would be in breach of any law or statutory duty or involves you impersonating another person or misrepresenting the source of a communication;
• Sending, uploading, downloading, posting, publishing, making available, transmitting, using or re-using any information, content, material or software which is racist, offensive, abusive, indecent, defamatory (damages someone’s reputation), obscene or menacing, a nuisance (including to our staff) or a hoax, in breach of any third party rights (including IP or privacy rights), is harmful to minors or otherwise unlawful (including images of and running websites relating to child abuse);
• Re-selling, or making any charge for using, all or any part of the Broadband Service;
• Using the Broadband Service to cause annoyance, inconvenience or needless anxiety as set out in the Communications Act 2003;
• Sending unsolicited communications (including promotional or marketing material) or chain letters; 
• Using the Broadband Service to store or distribute “pirated” software or any other material that are not expressly licensed to You; 
• Using the Broadband Service to operate a pyramid scheme; 
• Running or disseminating communications or programs containing viruses, Trojans, malware (malicious software), hoaxes or any tools designed to compromise the security of Internet users, websites and/or systems; 
• Engaging in phishing, for example, sending or hosting content intended to trick others into revealing personal information such as usernames, passwords, or credit card details by pretending to be a trusted source; 
• Using the Broadband Service in a manner that is likely to damage giffgaff’s reputation; and
• Any other activities that would be considered illegal, for example in breach of laws such as the Online Safety Act 2023. 

Contacting You 

You must give us your current phone number, email address, and any other information we reasonably request or require so we can meet our obligations to you under the Broadband Terms and comply with applicable laws. This also helps us contact you if we need to, including sending important notices related to this AUP.

If any of your contact details change, please let us know as soon as possible. It’s your responsibility to make sure you’re able to receive our calls, texts, and emails.

What action we might take

We take the responsible use of our services seriously. This section explains what may happen if we suspect or find that someone has breached this AUP. 

If we believe, or someone reports, that this AUP may have been breached, we may investigate. This could include collecting information from you or about your use of the Broadband Service such as, reviewing content or data on our systems or Network, or contacting any affected parties.

As part of our investigation, we may also:

• Remove, copy, monitor, store or deal with any content or data on our systems or Network;
• Use your personal data or account information as necessary for the investigation;
• Share relevant information with government bodies, regulators, law enforcement, or other authorised third parties where we believe they have a legitimate interest; 
• Notify relevant authorities, regulators, or third parties if prohibited or unlawful material has been used, stored, distributed, transmitted or published via the giffgaff Broadband Service; 
• Block access to child abuse material and websites.

If we reasonably believe this AUP has been breached, or even if there’s a strong suspicion of a breach, we reserve the right to:

• Block any message, content, or communication that is not permitted by this AUP
• Contact you by phone, email or post to discuss the issue or formally notify you of the breach (unless doing so would interfere with an investigation)
• Issue a formal warning to you
• Suspend or restrict your access to some or all of our services (with or without notice) until the issue is resolved
• Terminate your service or Broadband Plan (with or without notice)
• Charge you for usage that we believe is excessive or outside normal patterns, if this applies to your service plan.

Note: These are examples, not an exhaustive list. We may take other appropriate steps that we deem necessary.

If you continue to breach this AUP after we’ve issued a warning, or if the breach is serious, we may restrict or stop your service permanently. In some cases, your service may stay suspended until we’re confident that you’ve taken action to prevent further issues.

To help avoid missing important messages from us, please keep your contact details (like your email and phone number) up to date, and check your inbox regularly. If you give us an alternative email address, make sure it’s one you check often.

If your service has been suspended due to a breach, we may choose to reinstate it after you provide us with a written assurance that the issue has been addressed and will not happen again. We’ll give you the correct contact details if this applies to your situation.

We are not responsible for any delays or loss if your written response doesn’t reach us (by email, post, or otherwise).

Where appropriate, we will try to resolve any issues informally before taking stronger action, but we’re not obliged to do so. For serious or repeated misuse, we may suspend or end your service without further warning.

For details on other traffic management measures and our KFI (Key Facts Indicator) visit our Help page here.

Staying safe and secure

You’re responsible for keeping the information you share and the services you use through giffgaff secure. We aren’t liable if you don’t take proper security steps and something goes wrong, like lost or damaged files, identity theft, or fraud. Here’s what you need to do:

• Change any default passwords when you first set up your equipment.
• Use strong unique passwords and update them regularly.
• Always keep your passwords private and secure. If you think someone unauthorised knows your password or is using it, change it immediately. Also, if you suspect any of your devices have been used in ways that break the terms of this AUP, let us know straight away.
• Make sure your wireless router is properly secured using the encryption methods we recommend. You can find detailed instructions on this Help Page on how to ensure your router software is set up properly. If your Wi-Fi is left unsecured, intentionally or not, you might be held legally responsible if someone else misuses your account. See this Help Article for further guidance on how to set up the Wi-Fi. 
• Please make sure all your devices are up to date, and where possible, have up-to-date antivirus software and a properly set-up firewall, where applicable. 
• Follow any security advice we give you, like turning on security features.
  You’re also responsible for keeping all your devices safe when they connect to the Network. This includes computers, tablets, phones, gaming consoles, and IoT (Internet of Things) devices.

If we detect that any device connected to your account is illegal, otherwise causing serious issues through connection to our Network or appears to be part of a botnet (a network of hacked machines used for malicious activity), we may suspend or disconnect your service without warning to protect our systems and Network and other Members using the service.

Complaints

If you want to make a complaint about our broadband service (for example, about performance, billing, or technical issues), please raise a case through our online Member Services team.

If we can’t resolve your complaint within 8 weeks, or we issue you with a deadlock letter, you can contact the Ombudsman Services: Communications, an independent alternative dispute resolution service.

You can contact them at:
Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
Website: www.ombudsman-services.org

They offer a free and independent service.

Reporting abuse of our Network or AUP

If you want to report a user of our Network for misuse or a potential breach of this Acceptable Use Policy (for example, phishing, spam, or illegal content), you can do so by submitting the following information to our Member Services team. This will help us to investigate your complaint effectively:

• As much relevant evidence as possible
• Full email headers and message bodies if reporting email abuse (not just screenshots or excerpts)
• Any logs, timestamps, or screenshots that clearly show the issue

We may close investigations that don’t include sufficient detail or that lack required evidence. If we request further information and don’t receive it within a reasonable time, we’ll assume the matter is resolved and close the case.