Personal Customer Terms of Service

1. Definitions#

Account: The customer record we hold for you, accessed through the Boundless app or web console.
Boundless: Boundless Telecom Ltd, a company registered in England and Wales - see /legal/imprint.
Charges: The plan fee, any add-ons, one-off charges and applicable VAT shown on your bill.
Service: The mobile, eSIM, data or wallet product you ordered, on the Boundless network and partner sovereign cores.
Working day: Monday to Friday excluding English bank holidays.

2. Who this contract is between#

This contract is between you (the named account holder, aged 18+, resident in the United Kingdom) and Boundless Telecom Ltd, a company registered in England and Wales (registered office and company number on our Imprint page). It applies whenever you take a Boundless mobile, eSIM, or wallet product as a personal customer. Business customers are covered by the Business MSA instead.

The contract is formed when we accept your order - we'll confirm by email and the SIM/eSIM is then provisioned to your account.

3. What we provide#

The mobile, eSIM, data or wallet service you ordered, on the Boundless network and partner sovereign cores.
Access to your account through the Boundless app and self-service web console.
UK and EU sovereign routing by default. We never silently re-route your traffic through opaque transit.
26-layer Abel security on every session - see our security posture.
Customer support in plain English, on the channels listed in your account.
Free SMS notifications when you reach 80% and 100% of any spend or data cap you've set.

Plain-English contracts, written for the people who pay the bill.

4. What we ask of you#

Use the service in line with our Acceptable Use Policy.
Keep your account credentials safe. Tell us promptly if you suspect a SIM-swap or account takeover.
Tell us promptly if your contact, billing or address details change.
Pay your bill on time. If you can't, tell us - we'll work with you under our Vulnerable Customers Policy rather than disconnecting.

5. Billing & price changes#

We bill monthly, in arrears, in pounds sterling, on the date you signed up. Every charge appears on your bill in plain English and you can download a PDF copy from your account at any time.

(a)No mid-contract CPI/RPI rises. The price you sign up at is the price you pay for the term you signed up for. If we ever propose any price change for an in-life contract, we'll tell you the exact pounds-and-pence change and give you a free, no-quibble right to leave under Ofcom GC C1.

(b)Hard caps on by default. You set a monthly cap. We throttle, not charge, when you reach it. You can disable the cap explicitly if you want to. We will never silently bill you above your cap.

(c)Late payment. If a payment fails, we'll email you and try again 7 days later. We don't charge late-payment admin fees for personal customers. After 30 days unresolved, we may suspend the service after a final reminder.

(d)Refunds. Where a refund is due, we credit it to the original payment method within 14 days.

6. Term, cooling-off & cancellation#

Most plans are rolling monthly. Where you signed a fixed term (e.g. a 12-month plan with a discounted device), the end date is shown on your order confirmation.

(a)14-day cooling-off: under the Consumer Contracts Regulations 2013, you can change your mind within 14 days of receiving your SIM/device for any reason and get a full refund. Details and the cancellation form are at Cancellation, Cooling-Off & Switching.

(b)Switching out: we participate fully in Ofcom's One-Touch Switch process. You ask your new provider to switch you, and they handle the rest with us. No PAC required.

(c)Termination by us: only for serious or persistent breach of this contract or the AUP, on at least 30 days' notice in writing - except where we have to act faster to protect the network, third parties, or a child.

7. Liability#

Nothing in this contract limits our liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot be limited by law. Beyond that, our total liability to you in any 12-month period is capped at the greater of £500 or the amount you paid us in those 12 months, and we are not liable for indirect or consequential losses.

We're not liable for outages outside our reasonable control (for example, a fault on a third-party network you choose to roam onto, or a force-majeure event). Where we are at fault, please raise it through our Complaints process.

8. Complaints & ADR#

If you're unhappy, please tell us first - see our Complaints Code of Practice. If we can't agree a fix within 8 weeks, or we send you a deadlock letter sooner, you can take the complaint to CISAS, our independent ombudsman, free of charge.

9. How we handle your data#

We process your personal data as described in our Privacy Notice and we set cookies as described in our Cookie Policy. We never sell your data and we never share it with advertisers.

10. Changes to this contract#

We may update this contract to reflect changes to the law, regulator guidance, or to clarify the language. Where a change is more than minor we'll give you at least 30 days' written notice and a free right to leave under Ofcom GC C1. The current version, version history and effective dates are always shown at the top of this page.

11. Law & jurisdiction#

This contract is governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, but if you live in Scotland or Northern Ireland you can bring proceedings in your local courts.

12. Contact#

For anything to do with this contract: hello@boundless.tel. For complaints: complaints@boundless.tel. For data-protection requests: dpo@boundless.tel. Postal address on our Imprint.

Version history

Version	Date	Change
v1.0	22 April 2026	Initial publication.

This document is published by Boundless Telecom Ltd and forms part of our public legal posture. It is a living document - we update it as the regulatory environment, our supply chain or our products change. If anything here is unclear or you'd like a counter-signed copy, contact legal@boundless.tel and we'll respond within one working day.