This terms and Conditions is set as an agreement on the conditions on which we (Wifihire.co.uk, part of Lime Enterprise Limited , Company No. 07632577) will provide the rental of wifi internet device (router, dongle, mifi, internet device) through wifihire.co.uk (the company).

The contract is between you and Lime Enterprise Limited , U.K registered number 07632577 having its Limited company registered office at Sunley House, 4 Bedford Park, Croydon, CR0 2AP and offering this service through its brand Wifi Hire (wifihire.co.uk).

By placing your, hiring through/from wifihire.co.uk, you agree to be bound by the terms and condition of this agreement. If you do not agree with our terms and condition or terms of service, please do not continue to use the website and do not rent any device from us.

We reserve the right to change, update, modify, amend this rental agreement at any time, without notifying you.

Service offered

Our company provides internet dongle/device/router and mobile phone devices for hire. The wifi internet device or phone is supplied with a power plug, an instruction paper (guide) and may include a portable battery/power bank. The internet data/phone call service/sms ability/texting service that is included in the hire is provided through a telecommunication service provider we source from (such as but not limited to EE ,Vodafone, Three) , and this makes it possible to access the internet or make calls or send text messages. We may assign you a device that runs on a different telecom network different from the ones listed here as we work towards expanding the telecommunication networks we work with.

We do not guarantee the device we issue to you or the internet access from the device will operate uninterrupted or without any error , or that it will meet all of your needs. We can not be held responsible for the quality, speed reliability of the device or the internet access.

The device we provide for hire relies on being able to communicate with the nearest telecommunication mast (owned or managed or associated to the telecommunication network provider assigned to the device issued ) in your location, this means if you are in an area where the telecom mast is experiencing a technical fault, your internet speed would be affected or you may not have the ability to access the internet in such situation. You agree that the further away you are to the nearest telecom mast from the data supplier issued/assigned to you, the slower your internet speed would be. You agree that from time to time there can be technical faults with the telecom mast service in your area which can affect your speed, and we would not be held responsible your internet speed being slow or slower then you prefer it to be. You agree that you are hiring a device with awareness and acceptance of the possible speed or internet access disruption.

By renting/hiring a device from us, you accept your internet speed may not be as fast as advertised or stated. You agree that you may loose access to the internet or your internet access, speed can be interrupted during your hire period. You agree that if you decide to end your hire because of internet interruption or dissatisfaction with the internet speed, your hire would be downgraded to the number of days you have had the device (this means from your start of hire date up to the day you send the device back to us) and the hire cost for that period plus delivery cost, plus transaction fees cost and all cost associated with delivering the device to you would be deducted from the amount you had paid. The remaining balance would then be refunded to you. You agree to perform two or more speed test as guided by the customer service team to provide an evidence of internet speed and send the screenshot to use within our customer support email thread as instructed by any of the customer service team member so that any speed issue being experienced can be investigated by the customer service team.

We can not guarantee every electronic device you have can connect with the router or device we issue you.

The data suppliers/internet service providers have their own policies , terms and conditions for internet usage and we have no control or responsibility over their terms and conditions and when these are changed/updated by the internet suppliers.

We or the data supplier assigned to the device/devices issued to you reserves the right to disconnect the data supplied to your assigned device(device issued to you) with or without advance notice.

We do not guarantee all items required for the use of the internet access router will be in the package delivered to you. It is your responsibility to inform us on the day of delivery if any item missing from the package .

If the package delivered to you arrives without one or more items needed to use the hired device, or the package got damaged on route, or the package containing the hired device opened on route and one or more items are missing or damaged, it is your responsibility to contact us to notify us and send us a photo evidence so that any required replacement/backup item can be dispatched to you. If you decide to purchase a charger or any other item to enable you use the device or to use with the hire, you are making those purchases of your own accord and we would not be held responsible for refunding you the cost of the item/items your purchased. We would not be responsible for covering the cost (either partial or whole cost) of any extra item you purchase in order to use the hired device. 

The use of the hired device

The device and plug sent to you are a property of Lime Enterprise, and you must return it back to us through a trackable paid postage service no later than one day after your hire period ends.

You agree that the device would be taken care of and reasonable care would be take when handling or using the device.

You agree that you are legally liable for

• what the internet device/phone or internet access you receive is used for
• websites visited, contents viewed/downloaded, phone numbers called, text/sms messages sent through the device issued to you

You agree that you are not allowed to and should not

• dispose of the hired device
• modify, alter or repair the device
• use the device or service available through the device or internet service accessed through the device for any illegal purpose(based on the laws of the United Kingdom and the European Union)
• rely on the internet device for any life critical service/equipment or emergency related equipment or service
• rely on the device or service provided through the device for life sustaining or life dependent equipment or services
• rely on the device or service provided through the device for safety or critical support equipment’s or services

We reserve the right to suspend or cancel any part of the hire. We may or may not notify you of the cancellation.

Amount of internet/phone calls/text messages/SMS you use can be monitored by us or our telecommunication supplier through platforms/system of the telecommunication provider or third-party service provider .

The privacy and usage policy of the telecommunication service provider are out of our control, hence these would take priority if usage is abused

The telecommunication provider has the ability to monitor usage of internet data/phone calls/text messages/SMS based on their privacy policies.

Access to age restricted contents

Your assigned device may have access to age restricted contents un-blocked(meaning any one using the device can have access to age restricted contents) or may have the access blocked (meaning any one using the device would not have access to age restricted contents) by default.

Delivery Policy

We would dispatch the device with the aim of it arriving at your delivery address on the start of hire date(the date you provided as the start of hire date) or 1 to 3 days before your start of hire date (as a courtesy when possible) . We do not guarantee the hired device would arrive in advance or on your start of hire date, as the delivery process and logistics can experience delays. We use a delivery service company for the delivery of devices to addresses, hence we do not control the time of day when the device would arrive at the destination or any possible delay. Hence in some rare occasions, a device can arrive later than expected due to unexpected situations or situations beyond our control.

1. We do not guarantee you will have internet access from your start of hire date or that the internet device you hired would be available for you to use from your start of hire date.
2. If your assigned device arrives later than your start of hire date, you will only be eligible for a refund of the hire cost charged for the un-used days (the difference in days between the day the device got delivered and the start of hire date) between the start of hire date and the date the package gets delivered.
3. It is your responsibility to ensure you or someone would be available to accept the device package that has been delivered to your delivery address. It is your responsibility to provide us with a valid UK address.
4. No un-used day(s) refund would be issued for late collection of device from collection point(if delivery company has stored the device at a collection point after attempting to deliver the device or a collection point requested by you) if the delay in you getting the device was due to no one answering the door when the delivery person attempted to deliver the package to the delivery address you provided.
5. No un-used day(s) refund would be issued if the delivery delay was due to you providing an invalid address or the package got rejected by the occupant of the delivery address.
6. You would be responsible for getting the device returned back to us in a good working order without damages.
7. Your delivery and contact details would be provided to the courier/delivery service company we use for handling the delivery of the hired device so that they can provide the delivery related service or communication.
8. We subsidise the delivery cost of some packages posted to clients and the return label included in the package. You would be charged the real cost of delivery and associated cost if we have to redeliver your package or the package posted to you was rejected when a delivery attempt was made by the courier/delivery service company.

If the package(hired device, replacement device) gets delivered to a local collection point (Example: Royal mail delivery office) because no one answered the door or the delivery company couldn’t gain access to the building when the delivery company tried to deliver the package, it is your responsibility to

• make arrangements to collect the package from the collection point
• or to get the package returned back to us by going to the collection point to collect the package and return it back to us even if not needed anymore.

Collection from pickup point/airport

The local collection service is provided by third party storage service companies, so for local collection your order needs to be received at least 3 working days advance, so that the device can be delivered to your collection point before your start of hire date. We use a delivery service company for the delivery of devices to the collection point or delivery address provided by clients. Hence in some rare occasions, a device can arrive later than expected due to unexpected situations beyond our control.

Once a device assigned to you has been dispatched to your collection point, you are responsible for picking up the package from the collection point at your own expense. If fail to collection the package from the collection point, it is your responsibility to

• make arrangements to collect the package from the collection point
• get the package returned back to us by going to the collection point to collect the package and return it back to us even if you do not needed it anymore.

Every day the hired device/package remains at the collection point or storage location of the delivery company would be treated as part of your hire period. If you do not pick up the package/hired device from the delivery company’s collection point or storage location , and the item remains there beyond your hire period, this would be treated as an extended hire and the cost of any extra days/extended period that the device remained with the delivery company will be deducted from your refundable deposit until the day when the delivery company returns the device back to us.

Free/Courtesy delivery offer: Free (courtesy) delivery offer would only apply to hires/orders that meet the required conditions set by us. Free delivery offer that is based on amount spent would exclude the refundable deposit amount in the calculations for meeting the free delivery threshold. You would be required to pay the delivery charge and all courier associated cost if

• you cancel your order/hire after the package has already been processed for dispatch or gone through our dispatch process
• a re-delivery has to be made due to any of the following reasons
  – wrong delivery address provided to us or Royal mail
  – delivery company we use return the package back to us because of a wrong address or because the package was rejected by anyone at the delivery address
  – Royal mail or delivery company we use states the address was not accessible
  – Royal mail or delivery company we use states there was no answer when they attempted a delivery.
• after placing a hire/order, you downgrade/reduce your hire period to number of days that are below the free delivery threshold amount

Refundable deposit

When you place an order to rent a portable internet device, a security deposit would be added to your balance at the checkout stage. The deposit would be used to cover the cost of any damages made to any item included in the package sent to your delivery address/collection point or loss of the device/item included in the package sent to you or any extra cost we incur in relation to your hire. If we incur any extra cost in relation to your hire, the extra cost will be deducted, and the balance refunded back to you after the returned device is received in a good working order.

If the device is returned on time and in good working order, your deposit will be paid back into the same account you used in paying for your order. If not, cost will be deducted from the refundable deposit accordingly.

Returned devices can take up to 5 working days to get to us. Refundable deposit would be issued within 1 to 3 working days after we have received the returned device.

Returning the internet device

You are responsible for the return of the wifi device.

The device and all accessories included in the hire package should be returned by using the courtesy pre-paid return postage label (issued to you as courtesy and at our discretion ) that is supplied in your package and popped into any United Kingdom post box.

If the courtesy return label has been damaged/misplaced/lost, it is your responsibility to contact us to get the address to post the device and accessories back to us and you will be responsible for all charges/cost for posting/sending the wifi device and charger/power plug back to us. The cost of returning the hired device/items (and returning it on time) would be covered by you.

You are responsible for properly sealing the package used in sending back the device to us. If for any reason you re-use the packaging used in sending the hired device to you, you are responsible for using extra sealing material (example: Sellotape )to properly seal the package before posting/sending back to us . If the device falls out of the package while on route back to us because of poor or weak sealing of the return package, your refundable deposit would be used in covering part of the cost of replacing the device.

If you mistakenly or knowingly take the hired device out of the United Kingdom, you are responsible for all cost associated with getting the device and charger and any other item provided to you for your hire back to us.

If your forget/fail to post the device back to us on time you would be charged for the extended period/days between your end of hire date and the date when you posted the device and plug back to us (minimum charge of £10 per day plus £10 admin charge) even if the device was not used during that period.

If your assigned device is returned back to us with damages, or gets back to us damaged, your refundable deposit would be used in covering the cost/subsidising the cost of replacing the damaged device.

If the device assigned to you 

• • is returned back to us dirty,

• • is return back to us (or arrives back with us) with the wifi login detail label (label on the device that has the login details) damaged/removed/soiled tampered with,

• • is returned back to us(or gets back to us after your rental) with the router configuration changed from the settings it originally was when dispatched to you or has been tampered with,

then £10 would be deducted from your deposit to cover the cost of rectifying this.

If you drop of a device a post office/Parcelshop , and the Parcelshop or post office fail to hand over the package to Royal mail logistic or fail to send off the term, you agree you are responsible for going back to the shop to inform them that the tracking details shows they have not sent off the item and keeping us updated. We would not refund your deposit until the returned device arrives back to us in a good working order. But if the item has been handed over to Royal mail logistic by the Parcelshop/Post office, but we have not received the device after 7 days, we would issue you your refundable deposit as a courtesy as we can see the item departed the post office/Parcelshop where you dropped it off from.

Rental/transaction charges and handling

We do not store card details on our system. Card transactions are processed through a secure system by Paypal and Stripe.

• Rental fees: The rental fees is for the use of the device and would commence from the start date you had provided when you placed your order until the date you return the device (end of hire date).
• Hire Extension: You agree that if you wish to extend your hire, you are only able to extend your hire by the number of days we provide as hire extension periods or hire extension packages stated on our hire extension page or hire extension invoice issued to you. You can not extend a hire by a single day or two days.
• Extra internet data fees: If you did not hire one of our unlimited data devices, and you have used up the internet data that was supplied with the device/supplied to you(included in the device assigned to you), it would be your responsibility to purchase more data directly from the network supplier or by contacting us to assist you in adding more data.
• Data included in your package If you order one of our Unlimited data devices(the hire page would state it is Unlimited data if it is), then that means you would be assigned an unlimited data device. Data usage terms and condition are based on fair usage policy of the data provider (data network company that supplies the internet data being used through the device assigned to you).
• Late fees(late return of device): Device must be posted back to us no later than your end of hire date. Late return will be treated as extended hire and charged at a minimum daily hire extension fee of £10 per day(per day after the end of hire date), per device plus a £10 admin charge for administration fee relating to the late return of the device.
• Transaction Charge: The payment processing companies we use charges us a none refundable transaction fee for each transaction they process. So If you decide to cancel your hire within the time period that is valid for a refund , the cost of the transaction fee from the payment processing company and any other cost associated with processing your transaction would be deducted from any amount eligible (if any amount is eligible) for refund.
• Payment card details: We do not store the card details from any customer. Payments are handled by trusted payment processing companies (Paypal, Stripe) used by millions of internet companies and individuals.

Cancellation and refunds

No refund (except your refundable deposit) is given if you cancel your order within less than 8 (eight) days before your start of hire date. This is because we would already have paid our data supplier for your allocated data. You may cancel your reservation/order without any penalty 8 (Eight) days before your start date (start of hire date).

Refunds are issued 1 to 10 working days after the cancellation has been processed. All cancellation refunds would be excluding the non refundable transaction fee charged by the payment processing company we use and excluding any cost associated with the hire or refund. So this means we would not refund the transaction charge and any cost associated with the non refundable charge/charges/cost/fees charged by the company that processes the payment.

Disclaimer

We cannot warrant the our internet router device will

• operate uninterrupted or without any error ,
• be compatible with all your electronics or gadgets
• meet all of your needs.

We cannot warrant or guarantee the device would arrive on time

We can not be held responsible for the quality, speed reliability of the device or the internet access.

You  agree we are not liable for any loss, damage, loss of income that you or anyone you share the internet router/device access if you loose access to the internet or the internet speed is not as fast as you prefer or require.

We shall be under no liability for any delay or failure to deliver products or otherwise perform any obligation as specified in these terms and conditions if the same is wholly or partly caused whether directly or indirectly by circumstances beyond its reasonable control.

We have no liability for loss, damage, delay, inconvenience, loss of income, direct or consequential loss, however caused, unless due to our employees negligence, in which case our liability is limited (except for death or personal injury) to a maximum of the refund of the hire cost. We do not own the data supplied through the wifi device used and we have no liability for loss or damage caused by the proprietors ,operators or data suppliers thereof.

We reserve the right to change these rental terms and conditions at any time without notice. Any such changes will be displayed on this page of the Website. We reserve the right to suspend or cancel any part of the Website and the services offered therein at any time without notice.

Complaint 

While we do now own the data supply network that provides the data for the hired devices, we strive to provide a good experience to clients. If for any reason you’re not happy with the service, please
– send an email reply to your hire confirmation email (email containing your hire details, delivery process, how to return device, e.t.c ) to share your concerns.

You can also raise a complaint on behalf of someone else, as long as we get confirmation of consent from the person who placed the original order by
– the person notifying us by replying their hire confirmation email to notify us
– or confirming the delivery address plus the post code of the billing address in your email
and then providing

• details of your concerns
• how you would like us to put things right

if a team member have not been able to resolve the issue in 5 working days, you can then request the issue gets handled by a manager.