Revolut Mobile Plans - General Conditions of Sale (powered by 1GLOBAL)

Revolut Mobile Plans - General Conditions of Sale (powered by 1GLOBAL)

A copy of these Conditions of Sale are available to you in a durable format, allowing you to download and save it for your future records.

1. Important information about our role

This document sets out the terms and conditions of sale (“Conditions of Sale”) for mobile plans with eSIM provided by 1GLOBAL purchased through the Revolut app (Revolut Mobile Plans, referred herein as “Mobile Plans”). It also sets out other important things that you need to know.

We, Revolut Ltd (“Revolut”), market and facilitate the sale of Mobile Plans as an agent of 1GLOBAL Operations (Netherlands) B.V. ("1GLOBAL"). 1GLOBAL is the service provider of Mobile Plans. We also act on 1GLOBAL’s behalf to provide certain administrative assistance throughout the lifecycle of the Mobile Plans.

By subscribing to a Mobile Plan you are entering into an agreement with 1GLOBAL (“Terms of Service”). You will also be provided a Contract Summary, Service Description, Price List and Cancellation Form (“Pre-Contractual Information”). These documents are accessible here. You should read these carefully to familiarise yourself with the applicable terms and conditions prior to subscribing to a Mobile Plan.

2. What are Mobile Plans offered through the Revolut app?

Mobile Plans are accessed through a digital SIM profile (“eSIM”) which you can download to your device through the Revolut app.

Mobile Plans are agreed as one month rolling contracts payable in advance. In the event that Revolut ceases to act as 1GLOBAL’s agent in respect of Mobile Plans, then your Mobile Plan will not renew at the end of the current period. We’ll let you know if this occurs in advance. You receive features including a local number, together with voice minutes, text messages and data allowance, depending on your chosen plan. All plans include an allowance to roam abroad within eligible countries subject to 1GLOBAL’s Fair Use Policy. 1GLOBAL’s Acceptable Use Policy applies to the use of your Mobile Plan. Full product information is detailed in the Terms of Service and Pre-Contractual Information.

3. Subscribing to a Mobile Plan through the Revolut app

You can only get Mobile Plans in the Revolut app where we have detected you own a device which is compatible to use the eSIM. You should ensure that your device is not carrier locked. Before you subscribe to a Mobile Plan, we will make clear the monthly fees and the included allowances.

You may also be able to purchase certain one-off or recurring additional service add-ons (“Additional Services”) to your Mobile Plan as detailed in the Terms of Service. You will be advised of the fees and any special terms that apply to Additional Services before purchase.

Fees for your Mobile Plan and Additional Services are payable to 1GLOBAL. You can redeem your RevPoints and/or use your Revolut account to make a payment. The Revolut entity that provides you with your Revolut account will debit the fees from your payment account, including other currencies if there are insufficient funds in chosen currency (exchange fees may apply). You will be able to see the transaction in your Revolut account. You can also access your invoices through the Mobile Plans section of the Revolut app.

The Revolut entity that you hold your Revolut account with will provide you with the underlying payment services, and the RevPoints feature. As a Revolut customer, you have rights and obligations under the Personal terms and any account specific terms that apply to your Revolut payment account in relation to these payment services. You can access the RevPoints terms and conditions here.

4. Downloading your eSIM and activating your Mobile Plan

When you first subscribe to a Mobile Plan, 1GLOBAL will provision an eSIM for the device used to make the purchase, together with a mobile telephone number. Once your eSIM is ready to be installed, you will be notified to do this through the Revolut app and your Mobile Plan will be activated.

Where you already hold a compatible eSIM from 1GLOBAL on your device, your Mobile Plan (and where applicable, mobile telephone number) will be automatically assigned to that eSIM.

5. Using your Mobile Plan

To allow your Mobile Plan to function as intended, you should ensure that your device settings are configured correctly using the instructions we provide you within the Revolut app.

You can track your active Mobile Plan, your plan status and remaining data within the Revolut app.

1GLOBAL provides its service on an “as is” and “as available” basis. In the event that we suspect fraud or misuse in respect of your Mobile Plan, your access may be suspended. 1GLOBAL may suspend your service in certain circumstances. For further information, please refer to the Terms of Service, Pre-Contractual Information and Acceptable Use Policy.

6. Exclusive Benefits

Exclusive benefits provide access to free subscriptions, credits or passes (“Exclusive Benefits”) from selected partners (“Partners”) which can be redeemed by Mobile Plan customers.

Exclusive Benefits are available in the Mobile Plans section of the Revolut app. Each Exclusive Benefit has its own terms and conditions, which states details of the Subscription and what you need to do to redeem it (the “Offer Terms”).

In order to redeem your Exclusive Benefits, you may have to open an account with the Partner and agree to their own terms and conditions, which means you may also become a customer of the Partner. Revolut has no control over that relationship and will not be responsible for any issues arising from or in connection with the service the Partner provides to you, unless such liability arises from generally applicable law or the agreement between you and Revolut.

7. Invoice and billing

Mobile Plans are one month rolling contracts. All fees are inclusive of VAT and are subject to modification in accordance with Terms of Service. No out of plan charges can be incurred on Mobile Plans, other than Additional Services purchased by you. Initial fees are payable upfront. Subsequent fees will be collected seven days before each renewal date. If collection fails, we will attempt to recollect before the renewal date.

If we are unable to collect funds from your Revolut personal account before renewal date, your Mobile Plan service will be restricted at renewal. During the first 30 days you will only be able to receive calls and texts. Emergency Services will not be restricted during this period. Thereafter, your services will be completely restricted for a further 30 days (except emergency services), after which your number will be deactivated and cannot be restored. You can either restart your Mobile Plan or port your number to another provider up until deactivation of your number.

An invoice will be issued by 1GLOBAL and made available for each subscription period in the Revolut app.

8. Upgrades and Downgrades

Upgrading your Mobile Plan

If you upgrade your Mobile Plan in the Revolut app, the upgrade will begin immediately. Payment will be collected for the new plan and you will receive a proportionate refund for your existing plan.

Downgrading your Mobile Plan

If you downgrade your Mobile Plan in the Revolut app, the downgrade will take effect at the end of your current billing cycle (unless within cooling-off period). If you change your mind ahead of renewal, you can cancel the scheduled downgrade in the Revolut app.

9. Cancellation and refunds

You can cancel a Mobile Plan through the Revolut app. You can also reach out to Revolut Support. You can use the cancellation form (available here), but it’s not obligatory. If you cancel your Mobile Plan, you’ll lose access to your Exclusive Benefits.

Cooling-off period – Right to withdraw from the contract

You have the right to withdraw from your Mobile Plan and Additional Services within 14 days of signing up without giving a reason. If you do cancel within 14 days, you may be eligible for a refund, subject to the below:

• fully performed services are non-refundable.
• partially used services will be eligible for a proportionate refund of any unused services.

Commencement of services before the expiry of the withdrawal period will always be subject to your prior consent, after informing you that once the service has been performed, you will lose your right to withdraw from the contract.

Cancellation after 14 days

If you cancel your Mobile Plan or Additional Services more than 14 days after it began, your cancellation will ordinarily take effect at the end of your current billing cycle. If you attempt to cancel within three hours of your renewal date we will try to process your request. However, we cannot guarantee that your cancellation will be completed before renewal, in which case it will take effect from the following cycle. In the event that any fees have already been collected for the next period at the time of successful cancellation, these will be refunded.

10. Data protection

1GLOBAL is acting as a data controller when processing personal data to provide you with Mobile Plans and Revolut acts as their data processor.

When you purchase a Mobile Plan through the Revolut app, we will share your personal data related to Mobile Plan purchase, which may include but is not limited to your name, customer ID number, address as well as details of the Mobile Plan you have purchased with 1GLOBAL to enable them to provide services to you and to comply with local telecommunications regulations. When addressing your customer support requests, we may share information relating to it with 1GLOBAL. We may also share additional identity verification related data where 1GLOBAL is required to share such information with a law enforcement authority to meet their legal obligations.

Please refer to the Terms of Service for information on 1GLOBAL’s Privacy Policy which provides information on your personal data processing carried out by 1GLOBAL and your rights in relation to your personal information.

For information about Revolut general data processing activities please refer to Revolut Customer Privacy Notice.

11. Making a complaint about your Mobile Plan

If you’re unhappy with your Mobile Plan, we’ll try to put things right. Please contact us through the Revolut app under the Help section. You can also submit a complaint via:

• Email: formalcomplaints@revolut.com
• Online Complaint Form: accessible here
• Post: write to us at 30 South Colonnade, London E14 5HX, United Kingdom

Complaint process

Where the complaint relates to network availability, disruption of network service or porting delays, this will be deemed a complaint against 1GLOBAL’s services under the Terms of Service. Revolut may facilitate the resolution of complaints on behalf of 1GLOBAL. However, Revolut isn’t liable for any such disputes or claims.

Revolut will acknowledge the complaint within 2 working days and provide a final response within 30 days. If your complaint is not resolved by Revolut, it may be escalated to 1GLOBAL for review.

You may escalate your complaint to an independent alternative dispute resolution bodyas described in 1GLOBAL’s Code of Practice for Complaints Handling.

Where a complaint relates to a Revolut service, for example payments services, please refer to our Complaints Policy for more information.

12. Legal bits and pieces

1. The laws of England and Wales apply to these Conditions of Sale. However, you can still rely on the mandatory consumer protection rules and law of the Netherlands.

2. If you want to take action against 1GLOBAL, please refer to the Terms of Service for information on your rights. Revolut isn’t liable for any disputes or claims that may occur between you and 1GLOBAL.

3. If you want to bring a claim against us in the courts, the courts of England and Wales will be able to deal with any questions relating to these Conditions of Sale. If you are a resident in the Netherlands you can also bring a claim in the court local to you.

5. We reserve the right to amend these Condition of Sales for the following important reasons, only to the extent necessary to respond to:

• the introduction, amendment or repeal of generally applicable laws, to the extent that this will result in an obligation for us to amend the rules and regulations;
• a change in 1GLOBAL’s offer, by introducing, changing, ceasing offering or limiting the functionality of services;
• the need to introduce technological and technical corrections or improvements, adjustment or improvement of existing personal data protection measures, adjustment or improvements of security and fraud prevention measures;
• circumstances in which we update information about us, we change the existing marketing names, we correct clerical errors, spelling or punctuation errors, we update contact details, address details or registration details, we merge or separate our regulations or we change the existing marketing names (provided that these changes do not increase your existing obligations or limit your rights).

6. Information about changes to these Conditions of Sales will be sent by email on a durable medium together with the attached amended regulations, no later than 30 days before the date the changes take effect. If you do not object to these changes, then we will consider that you have consented to them. You may object to the proposed changes in the period from the day you receive information about the changes to the day preceding the date they take effect and cease using our services as specified in these Conditions of Sale.