Fair use guidelines
The following Fair Usage Policy apply from the 3 July 2019
Roaming in the EU and selected destinations
giffgaff goodybag and pay as you go
All our giffgaff members have certain usage obligations which we ask that they consider as part of use of our Service in relation to our EU and selected destinations roaming. Generally speaking these obligations require your use of our services to be for private, personal, and non-commercial purposes as we mention in our Terms and Conditions, but also extend to how you use roaming abroad.
The goodybag and Pay As You Go Service Terms can be found here.
This Fair Usage Guidelines explains your usage obligations when roaming in the EU and selected destinations, how to avoid breaching these obligations and what will happen if your usage breaches these obligations and falls outside this Fair Usage Guidelines.
Your obligations
You may only use our services in the EU and our other selected destinations (excluding the UK) for periodic travel, like holidays or short breaks. If you’re on our Always On goodybag or our £20 goodybag, your data usage may be limited in the EU and our other selected destinations (excluding the UK) at a lower level than your data allowance in the UK. Once you go over this limit you’ll be charged. For these limits and charges please see our roaming page.
You must not engage in the organised, fraudulent resale of our services. If we reasonably suspect you to be doing so, we reserve the right to take appropriate action to stop such resale.
What to avoid:
Using our services for the first time outside of the UK, using a large volume of your allowance (be that text, calls or data) in the EU and our other selected destinations (excluding the UK), or using our services and travelling within the EU and our other selected destinations (excluding the UK) for prolonged periods which don’t follow reasonable consumer holiday and travel patterns and behaviour. If you use our services outside the UK in the EU and our other selected destinations for 63 or more days in any four-month period and you cannot demonstrate prevailing use or presence in the UK this is likely to be deemed to be an unfair use of our services. When this happens charges will apply (see below), but we will always contact you 14 days before this time to make you aware of this. These charges will cease to apply when your behaviour is in accordance with this policy.
Please remember that the examples above aren’t an exhaustive list of how you could be breaching our Fair Usage Policy. Other activities which we reasonably believe to be outside of legitimate consumer use may also be subject to the terms in this Fair Usage Policy.
What happens if your usage falls outside this Fair Usage policy?
Calls, texts and data:
If we reasonably suspect you're not acting in accordance with this policy, we reserve the right to impose further charges or disconnect your SIM card or your goodybag at any time, having attempted to contact you first. If you have a goodybag, you will be charged 0.36p/MB for data, 3.2p/minute for calls and 1p/text for texts, otherwise our standard Pay As You Go rates apply.
Always On:
With our Always On goodybag, when you use a lot of data it slows things down for everyone. So to keep things fair, we keep an eye on how much data you, and all our members, are using. When travelling in the EU and our other selected destinations with our Always On goodybag, once you have used over 20GB of data, your speed will be reduced to 384 kbps between 8am and midnight GMT and you will be charged 0.36p per MB for the remainder of your goodybag. As a reminder, the Always On goodybag (as with all goodybags) is only available to use in the UK and when travelling in the EU and our selected destinations. It is not available if you are travelling outside of the EU and our other selected destinations (i.e. the rest of the world) and so your speed will not be reduced by us but you will be charged in accordance with the roaming costs applicable to the country you are visiting. These can be found here. Information about traffic shaping and throttling can be found in our Traffic Management Key Facts Indicator.
Complaints
If you want to complain about our services, please raise a case with one of our Member Service agents. If we don't resolve your complaint you can contact the Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU. They offer a free, independent service, but will only deal with your complaint if it's still unresolved after 8 weeks or there is a deadlock situation. If you’re not happy with a product or service bought online from us, you can also submit a complaint through the European Online Dispute Resolution.