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Terms & Conditions

Effective Date: 01/01/2025

These Terms and Conditions govern your purchase of products and services from Nexis Ltd trading as SimRush. We’ve tried to keep our Terms and Conditions as clear as possible and give you all the information you need about your online and telesales transactions, from order to delivery and beyond. It’s really important to us that your shopping experience meets expectations, so please spend a few minutes reading these terms. You will need to accept our Terms & Conditions every time you make a purchase – they might change from time to time, so do check the date at the top of the page.

1. Our Contract After You Have Ordered

Once you’ve submitted an order on our website, you’ll be given an Order Reference Number and details of the products and/or services you have ordered. You will then receive an email headed ‘Order Acknowledgement’ recognising receipt of your order. We will then send a further email headed ‘Order Confirmation’. This second email also lets you know how your products will be delivered to you. If we have to cancel all or part of your order for any reason, we will email you to let you know.

We take all reasonable steps to ensure all details, descriptions and prices of products and services are correct at the time the information was entered onto the system. If we have made a mistake by unintentionally publishing inaccurate information on the site (for example, the price, description or availability of a product you have ordered), then we may have to cancel your order at any time, even if you have received your Order Confirmation email. In such cases, you will receive a full and prompt refund of any charges already paid.

If you choose to place your order by e-signing a quote, you will be sent a copy of the signed quote as acknowledgement of your order.

2. Prices and Payments

All our prices are in UK pounds (GBP). The total cost of your order will be the price of the products you order, the delivery charge (if any), plus any additional services you choose (e.g. data SIMs or hardware installation). You’ll see all these in your Shopping Basket if ordering on the website, or listed in the quote if you have been sent one, before you confirm an order.

Fraud Prevention

When deciding whether to accept your order, we may use certain information about you, including information received from Experian, our accredited identity verification partner. For example, we may pass on your details for them to check against certain public and private databases. This will help to protect you and us from fraudulent activities.

If we identify a transaction as being potentially fraudulent, we may ask our courier to return the goods to our warehouse, or we may cancel your order even though you will have received the Order Confirmation email.

3. Delivery

We deliver worldwide. For deliveries outside the United Kingdom, please contact us for details regarding delivery times, costs, and any applicable import duties or taxes.

UK Deliveries

We deliver to all UK postcodes. Delivery times may vary depending on your location. Subject to your location and what you’re ordering, we can deliver same day, next day, on a date you choose, in your preferred timeslot, or for free. Your exact delivery options depend on which items you’re ordering and your location. You can often check these options on the product page, or we’ll show you them at checkout or on your quote.

Your chosen delivery option may not be available if we have to wait for stock to arrive from our suppliers. If we do not have your items in stock when you make your order, we will write to you with an expected delivery date and give you the opportunity to cancel in full and receive a full refund.

We do not deliver on Christmas Day or Easter Sunday. Selected delivery options are not available on bank holidays.

You can only book next-day delivery and time-slot delivery for selected items, and subject to delivery address. Please check individual product pages for availability or call us to confirm which services are available.

International Deliveries

For international orders:

4. Damaged, Missing or Incorrect Orders

We want you to be absolutely satisfied with your product. Where practicable, we recommend that you unpack and check your order for damage as soon as it arrives. If you receive a damaged product, please contact us as soon as the damage is discovered, either by email at hello@simrush.com or call us on 0330 0563 110.

We do everything we can to ensure your order arrives at your door complete and in pristine condition. If you don’t receive all your products at once, you can contact us to check that they have been dispatched. In the unlikely event that the product is faulty, please follow the instructions in the delivery documents.

5. Your Right to Cancel (Distance Selling Regulations)

Your 14-Day Cancellation Period

Following The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you change your mind about your purchase, you have the right to cancel your order within 14 calendar days. This cancellation period begins on the day after you receive your goods (or the last of your goods if delivered separately), or from the day after the contract is concluded for services or digital content.

You are entitled to examine the goods as you would in a shop. However, to obtain a full refund:

How to Cancel Your Purchase

You can cancel your order by:

You must inform us of your decision to cancel within the 14-day cancellation period. You then have a further 14 days from the day you notify us to return the goods to us.

Return Shipping Costs

You (the customer) are responsible for the cost of returning goods to us when exercising your right to cancel, unless the goods are faulty or we have sent you incorrect items.

Refunds

Once we have received the goods back from you, we will give you a refund for the cost of the product within 14 days of receiving the returned goods (or proof that you have sent them back, whichever is earlier).

We may make a deduction from the refund for any loss in value of the goods if the loss is a result of handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods (i.e. handling beyond what you would reasonably do in a shop).

Refunds will be made using the same payment method you used for the original transaction unless you have agreed otherwise.

Digital Content and Services

In the case of a service contract or a contract for the supply of digital content, the cancellation period expires after 14 days from the day of the conclusion of the contract.

Important: If you consent to a digital download or service starting within the 14-day cancellation period and acknowledge that your right to cancel will be lost, you will not be able to request a refund once the download or service has begun.

If you have requested we begin the performance of any service (such as installation of a product) within the 14-day cancellation period, we have the right to retain any charge paid for services which have already begun or been completed.

Mobile Phone and SIM-Only Contracts

If you wish to cancel a mobile phone or SIM-only contract, you can cancel the contract if you signed up less than 14 days ago over the phone or online. This is called a ‘cooling-off’ period. If you’ve already used the service (e.g. you made calls on a phone or consumed data), you will be charged for what you’ve used. The charge will be calculated as a pro-rated value of the monthly fee, based on the number of days actually used.

6. When You Cannot Cancel Your Purchase

We cannot accept a return or provide a refund if:

7. Faulty Goods

We will not be happy if your product develops a fault, so we try to make our returns or repair service as painless as possible.

Your Legal Rights

Under the Consumer Rights Act 2015, goods must be:

If goods are faulty, you have the following rights:

Reporting a Fault

Please notify us of any fault as soon as possible after it develops. You can do this by:

We will offer either a repair, exchange or refund if the fault occurs within 30 days of purchase (or delivery or installation). If the fault with your product occurs within its guarantee period (normally 12 months from delivery), we will offer you a repair service. In all cases, we reserve the right to inspect the product and verify the fault.

What We Do Not Cover

The nature of the products we sell means the performance may be affected by physical conditions at the location or environment. If the product is not performing as expected for those reasons, we do not class this as a fault.

We do not class reasonable variations in broadband speeds over fixed line services, or those over the UK 4G/5G networks using data SIMs, as faults.

We do not cover faults caused by:

Returns Process for Faulty Goods

Once you have contacted us, we will authorise you to return the product to us. To return a product, you can return it to our business address with a copy of your receipt.

For a refund or exchange, the product must be in otherwise ‘as new’ condition, complete with any accessories and free gifts offered and, if possible, with the original box and packaging.

If a DVD, CD, or software item is faulty under guarantee, we will happily exchange it for the same title or offer a refund.

Replacement goods are sent by standard delivery.

THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS. DETAILS OF YOUR LEGAL RIGHTS ARE AVAILABLE FROM TRADING STANDARDS OR CITIZENS ADVICE CONSUMER SERVICE.

8. Returns Address

All returns should be sent to:

Nexis Ltd trading as SimRush
Dencora Court
2 Meridian Way
Meridian Business Park
Norwich
England
NR7 0TA

9. Contact Us

If you have any questions about these Terms and Conditions, or need to contact us regarding an order, please get in touch:

Email: hello@simrush.com
Telephone: 0330 0563 110
Website: simrush.com

10. General Terms

These Terms and Conditions, and all transactions relating to this website and all non-contractual obligations arising from any transaction carried out on this website, are governed by English law and are subject to the non-exclusive jurisdiction of the English courts. We do not accept amendments to these Terms and Conditions.

Your data protection rights are set out in our Privacy Policy.

Additional terms and conditions may apply for specific products or services. If so, you will be alerted to them at the relevant juncture.

These Terms and Conditions only cover the simrush.com website. Any other websites to which you link from this site are governed by their own terms and conditions. We accept no responsibility or liability for the content or operation of websites which are not under our control.

Nexis Ltd trading as SimRush
Registered Office: Dencora Court, 2 Meridian Way, Meridian Business Park, Norwich, England, NR7 0TA