The small print.
Written to be read, not skimmed past.
Terms of service
These terms explain how Nest works, what you can expect from us and what we expect from you. We've tried to keep them short and clear. Please read them before you order.
1. Who we are
Nest is run by Nest Mobile Ltd, a company registered in England and Wales (company number [COMPANY NUMBER]), registered office [REGISTERED ADDRESS]. You can contact us at hello@[DOMAIN]. Our mobile service runs on the [NETWORK PARTNER] network.
2. Your account
The account holder must be 18 or over and live in the UK. The account holder is the parent or guardian who orders Nest, pays for it and sets the controls in the parent app.
You're responsible for how every SIM on your account is used, including SIMs used by your children. Keep your login details safe and tell us straight away if you think someone else has used your account.
3. Plans and payment
You choose a plan for each SIM: Hatch, Grow or Fly. Prices and allowances are shown on our website and in your order confirmation.
You pay the first month when you order, then on the same date each month. Physical SIMs have a one off delivery charge, shown at checkout. If a payment fails we'll let you know and try again. If it still can't be taken, we may pause the service until it's paid.
Plans run month to month. There's no minimum term.
4. Parent controls
The parent app lets you choose who your child can contact, set quiet times, see their location and manage extras. We work hard to make these controls reliable, but no technology is perfect. Coverage, phone settings, phone software and things outside our control can affect how they work.
Controls on the Nest SIM work alongside, not instead of, talking with your child about staying safe and the settings on their phone itself. Our guides can help.
5. Emergency calls
Calls to 999 and 112 always work, whatever controls you set. Location for emergency calls depends on the phone and network and can't always be guaranteed.
6. Fair and lawful use
Please use Nest for normal personal use. You must not use it for anything illegal, to harass anyone, to send spam or to resell the service. We may suspend a SIM if we reasonably believe it's being misused, and we'll tell you why.
7. Changing or cancelling
You can move a SIM between plans or cancel at any time in the parent app or by contacting us. Cancellation takes effect at the end of your current monthly period.
You also have 14 days from your order to change your mind and get a refund, under the Consumer Contracts Regulations. If you've used the service in that time we may charge for what you've used.
To keep your number when leaving, text PAC to 65075 for free and give the code to your new provider. To bring a number to Nest, ask your old provider for a PAC and add it in the parent app.
8. Changes to these terms or prices
We may update these terms or our prices. We'll give you at least 30 days' notice of any change that affects you, and if a change isn't in your favour you can leave without paying a fee.
9. Our responsibility to you
We'll provide the service with reasonable care and skill. If we let you down, we'll put it right. We're not responsible for losses we couldn't reasonably have foreseen, or for problems caused by things outside our control. Nothing in these terms limits your legal rights as a consumer.
10. Complaints
If something's wrong, contact us at hello@[DOMAIN] and we'll do our best to sort it quickly. If we can't resolve your complaint within 8 weeks, or we agree we can't resolve it, you can take it to our independent alternative dispute resolution scheme, [ADR SCHEME], for free.
11. Law
These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings there.
Privacy policy
We look after information about families, so we take privacy seriously. This policy explains what we collect, why, and the choices you have. We'll never sell your data.
Who looks after your data
Nest Mobile Ltd is the controller of your personal data. Registered office [REGISTERED ADDRESS]. ICO registration number [ICO NUMBER]. Contact our privacy team at privacy@[DOMAIN].
What we collect
- About you (the account holder): your name, email address, delivery address, phone number and payment details. Card details are handled by [PAYMENT PROVIDER] and never stored by us.
- About your child: their first name, the plan and controls you set, and their SIM and phone number.
- Service data: who the SIM calls and texts (numbers, dates, times and durations, never the content of calls or messages), data use and network events.
- Location data: the location of a child's SIM, only when you turn location sharing on in the parent app.
- Website and app data: device information and how you use our site and app, through cookies where you've agreed.
Why we use it
- To provide the service, including connecting calls, applying your controls and billing. Legal basis: our contract with you.
- To show you call and text reports and location in the parent app. Legal basis: our contract with you, and your choice to turn these features on.
- To keep the network and your family safe, prevent fraud and meet legal duties such as handling emergency calls and lawful requests from the authorities. Legal basis: legal obligation and legitimate interests.
- To send you service messages, and marketing only if you've opted in. You can opt out at any time.
- To improve Nest, using analytics only where you've accepted cookies.
Children's data
Nest is designed for children, so we follow the ICO's Age Appropriate Design Code. We collect the minimum we need about your child, we don't profile them, we never use their data for advertising, and location sharing is off until you turn it on. Your child should know the SIM has parent controls, and our guides explain how to talk about it.
Who we share it with
We share data only with companies that help us run Nest, such as our network partner [NETWORK PARTNER], our payment provider [PAYMENT PROVIDER], delivery partners like Royal Mail, and our IT and customer support providers. They can only use it to provide their service to us. We'll also share it where the law requires, for example with emergency services.
How long we keep it
We keep account details while you're a customer and for up to 6 years after, for legal and accounting reasons. Call and text records are kept for [PERIOD] and location history for [PERIOD], unless the law requires longer. [RETENTION PERIODS TO CONFIRM]
International transfers
If any of our providers process data outside the UK, we make sure it's protected by approved safeguards such as the UK International Data Transfer Agreement.
Your rights
You can ask to see, correct or delete your data, to restrict or object to how we use it, and to move it to another provider. Email privacy@[DOMAIN]. When a child is old enough to understand their rights, they can make requests too.
If you're unhappy with how we've handled your data, you can complain to the Information Commissioner's Office at ico.org.uk.