Revolut Mobile Plans - General Conditions of Sale (provided by Gigs)

A copy of these Conditions of Sale are available to you here 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 (the “Conditions of Sale”) for mobile plans with eSIM provided by Gigs 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 Gigs UK Ltd (“Gigs”). Gigs is the service provider of Mobile Plans. We also act on Gigs’ 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 Gigs (“End User Service Agreement”), which can be accessed here. You will also be provided a Contract Summary and Contract Information pack (“Pre-Contractual Information”) before you subscribe. 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 eSIM 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. You receive features including a UK mobile number, together with voice minutes, text messages and data allowance, depending on your chosen plan. All plans include the ability to roam abroad within your coverage area subject to End User Service Agreement and Pre-Contractual Information. Gigs’ Acceptable Use Policy applies to the use of your Mobile Plan. Full product information is detailed in the End User Service Agreement and Pre-Contractual Information.

3. Subscribing to a Mobile Plan through the Revolut app

You can only get a Mobile Plan 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 price 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. 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 Gigs. You can redeem your RevPoints with us and/or use your Revolut account when making 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 of your Revolut account (exchange fees may apply).

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, Gigs will provide an eSIM for the device used to make the purchase, together with a mobile telephone number to you. 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 Gigs on your device, your Mobile Plan (and where applicable, mobile telephone number) will be automatically assigned to that eSIM.

5. Using your Revolut 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. Your Mobile Plan is managed via the Revolut app. You should keep us updated with any changes in your personal details.

Service availability is subject to Gigs End User Service Agreement. In the event that we suspect fraud or misuse in respect of your Mobile Plan, your access may be suspended. Gigs may suspend your service in certain circumstances. For further information, please refer to the End User Service Agreement, Pre-Contractual Information and Acceptable Use Policy.

6. Exclusive Benefits

Exclusive benefits provide access to subscriptions, credits or passes (“Exclusive Benefits”) from selected partners (“Partners”) which can be redeemed by Mobile Plan customers at no additional cost.

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”). We may change the Exclusive Benefits available, and the Offer Terms (including the type or duration of Exclusive Benefits) at any time at our own discretion.

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 monthly rolling contracts. Subscription fees are inclusive of VAT and are subject to change in accordance with the End User Service Agreement. No out of plan charges can be incurred on Mobile Plans, other than the 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 may 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 Gigs and made available for each subscription period in the Revolut app.

8. 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 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 (you will pay for any service received before cancellation).

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.

Repeat cancellation within the cooling off period in a manner reasonably deemed abusive of the withdrawal process, may result in your access to Mobile Plans being withdrawn.

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 12 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.

9. Data protection

Revolut and Gigs are acting as independent data controllers when processing personal data to provide you with Mobile Plans.

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 Gigs to enable them to provide services to you and to comply with local telecom regulations. When addressing your customer support requests, we may share information relating to it with Gigs. We may also share additional identity verification related data where Gigs is required to share such information with a law enforcement authority to meet their legal obligations. Gigs will become an independent controller of this data.

Revolut will process all personal data obtained as a result of your use of the Revolut Mobile Plans in compliance with the Customer Privacy Notice that applies to your Revolut Personal account.

Please refer to the End User Service Agreement for information on Gigs’s Privacy Policy which provides information on your personal data processing carried out by Gigs and your rights in relation to your personal information.

10. Making a complaint about your Revolut 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 formal complaint via:

Email: formalcomplaints@ravolut.com
Online Complaint Form: accessible here
Phone: call us via in-app call
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 Gigs’ services under the End User Service Agreement. Revolut may facilitate the resolution of complaints on behalf of Gigs. However, Revolut isn’t liable for any such disputes or claims.

Revolut and/or Gigs will acknowledge the complaint within 2 business days and provide a final response within 8 weeks.

You can find more information on the Gigs complaints process and how you may escalate your complaint to the Centre for Effective Dispute Resolution (CEDR) within Gigs' Code of Complaints here.

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

11. Legal bits and pieces

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 country where you live.
If you want to take action against Gigs, please refer to the End User Service Agreement for information on your rights. Revolut isn’t liable for any disputes or claims that may occur between you and Gigs.
If you want to bring a claim against Revolut in the courts, the courts of England and Wales will be able to deal with any questions relating to these Conditions of Sale. If your Revolut Personal account is registered with an address outside of England and Wales, you can bring a claim in the courts which are local to you.
If you want to take legal action against the Revolut entity that provides you with your Revolut payment account in relation to the underlying payment services, legal action can be brought in the courts of England and Wales for Revolut Ltd customers. If you are a Revolut Bank UAB customer, legal action can be brought in the courts of the Republic of Lithuania or (for branch customers) in the competent court indicated in your Personal terms. You may also bring an action in the courts of any EU Member State where you have a statutory right to bring legal action.
We can amend these Conditions of Sale by providing one month's notice where we are making changes to our service, the Mobile Plans service, or to comply with changes in law, regulation or related guidance. If you don’t accept the change, you may terminate your Mobile Plan free of charge, effective at the end of the current billing period. No refunds will be provided for the unused portion of the current billing period. We may sometimes make changes immediately where the change is exclusively for your benefit; purely administrative in nature with no negative effect to you; or is directly imposed by law.