Terms of service

Scope and parties

Wavirel sells mobile, fibre broadband and home phone plans, on their own or as bundles, to households through this website. The conditions on this page govern the site itself and every plan bought on it. Below, “we” and “our” refer to the business that runs the Wavirel brand, and “you” is the account holder.

Opening an account or submitting an order means you agree to these conditions.

Every plan page lists its own particulars: the monthly price, the allowances, whether a 12-month option exists and any fine print. If those particulars say something different from this page, the plan page wins for that plan.

Nothing here limits the protection consumer law gives you.

Opening and looking after an account

Orders can only be placed from a Wavirel account. When you register:

• use your own name, an inbox you actually check and a phone number (Trezuz, our card processor, will not take a payment without one);
• open the confirmation link we email you, so that we know the address is yours.

Treat your password as private. Anything ordered or requested while signed in to your account counts as coming from you. If you suspect someone else has got in, change the password straight away and let us know.

Accounts used for fraud or abuse, or in serious breach of these conditions, can be switched off.

Ordering: you pay before anything starts

At checkout you pick a plan and, where offered, the 12-month option; an eSIM or a physical SIM card for mobile plans and bundles; a new number or one you are bringing with you; a start date no more than 90 days away; and, for fibre, home phone and bundles, the installation address, which is checked for coverage before payment.

Your first bill is created the moment the order is placed. It runs from the chosen start date to the last day of that month, charged per day. You settle it on the hosted Trezuz payment page, and nothing is switched on until Trezuz has confirmed the payment to us.

While that first bill is still open you may withdraw the order in My Wavirel at no cost. If it stays unpaid for 48 hours, the order lapses by itself and any promo code it used becomes available again.

Whatever price and conditions you agreed to at checkout remain attached to that service, even if the plan is edited or repriced later.

How long a plan runs

Monthly plans carry on indefinitely, one month at a time, until you ask us to stop them.

Choosing the 12-month option lowers the monthly price for the first twelve months after activation. My Wavirel shows the date your term finishes.

Leaving before that date costs only the saving you have had up to then: for each complete month of service, the gap between the plan's standard monthly price and its 12-month price. Once the term is over, leaving is free, and no other exit fee exists. The cancellation and porting page has a worked example.

Prices, bills and promo codes

All prices are per month with VAT included, and every bill is drawn up in euro.

Billing is in advance. After the first bill, a bill for the coming month is issued for each active service from the 20th onward, and we email you when it is ready. It falls due on the 1st of the month it pays for; the due date is printed at the top.

Anything charged outside your plan, and any credit we give, shows up on the bill as its own described line.

A promo code knocks a percentage off the plan price for a fixed number of billed months, beginning with the first bill. It has to be typed in at checkout, since it cannot be applied later, and it may be limited to certain dates or a certain number of uses.

Paying in US dollars

When the dollar option is on, dollar amounts come from the euro price converted at the most recent European Central Bank reference rate and rounded to the nearest cent, and your card is charged in dollars. If no recent rate exists, the site falls back to euro for both display and payment.

Bills themselves remain in euro. You see the exact dollar amount before paying, and for every payment we store the euro figure, the amount charged, its currency and the rate applied.

How bills are paid

Each bill is paid by card on the hosted page of Trezuz. Card numbers are typed there and never pass through Wavirel. We keep no cards on file and never charge you automatically, so every bill is paid by you.

A bill counts as paid once Trezuz confirms the payment to us. Simply returning to our site from the payment page does not settle it.

When we owe you money, our staff send it back via Trezuz to the card used, in the currency that card was charged in.

If a bill goes unpaid

This is what follows a missed due date:

• the next day, the bill is marked overdue and we email you;
• 7 days after the due date, a reminder follows;
• 14 days after the due date, the services on that bill are suspended automatically;
• once you pay, they come back automatically, provided no other bill is still overdue.

A suspension our staff apply for some other reason is not reversed by a payment.

If you believe a bill is wrong, raise it with us before it falls due. Should we find an error, we cancel that bill and reactivate any service it caused to be suspended.

Switching plan or ending a service

Plan changes and cancellations are requested from the service's page in My Wavirel, with a preferred date up to 120 days ahead. A service can have only one open request at a time, and you may withdraw it until it is decided.

Staff check every request and email you the date it applies from. After a plan change, the new plan's price and conditions apply from that date.

Service quality and acceptable use

We aim for uninterrupted service but cannot guarantee it. A coverage result tells you what is offered at a postcode; it does not promise signal or speed in every room at every moment.

Use the services within the law and for your own household only, and do not resell them. The fair use policy explains how plan allowances should be used.

When these conditions change

We may revise this page. Where a revision affects a service you already have, you will get an email before it applies. The revision date under the page title tells you which version you are reading.

Help and complaints

Email support@wavirel.shop or use the contact page. If our handling of a complaint leaves you unsatisfied, you may take it to the consumer protection body or telecoms regulator where you live.