1. The Agreement
This Agreement sets out the terms on which we supply:
- RealSAM devices (including RealSAM Pocket, RealSAM Pocket Plus and RealSAM Phone) (“Device”)
- RealSAM software and services
- Mobile connectivity (where included)
This Agreement includes:
- These Terms
- Your order details
- Our Privacy Policy
- Any applicable pricing or tariff information
2. About us
We are RealThing AI (trading as RealSAM Ltd), registered in the United Kingdom.
3. Purchase options
3.1 When you buy outright
-
- You pay a single upfront price
- then you own the Device from delivery
- Includes RealSAM software services
- No mobile service is included
- This is not a loan, hire purchase, or credit agreement
- You acknowledge that you are the customer, and may be a separate person from the intended user
3.2 Monthly subscription (Device + Services)
- You pay a monthly fee for a bundled service including:
- Use of a RealSAM Device
- RealSAM software and services
- Mobile connectivity via the O2 network
- This is a service subscription only and not a credit agreement
- Minimum terms:
- 24 months (mobile service element)
- 36 months (full subscription)
- After 24 months:
- Mobile service element may be removed and price adjusted
- After 36 months:
- The subscription may be ended
- Ownership of the device only transfers to you at the end of the subscription, when all payments are completed
- You acknowledge that you are the customer, and may be a separate person from the intended user
- If you cancel early:
- Early termination charges apply
- We may require return of the Device or payment of remaining charges
4. Services
4.1 Availability
Services depend on:
- network coverage
- location and WiFi coverage
- device compatibility
We do not guarantee uninterrupted service.
4.2 Network
- Mobile services are provided using the network provider offered at the time of sale
- You do not have a contract directly with the network provider
- We are not responsible for:
- coverage gaps
- outages
- reduced speeds
- network performance issues
4.3 Service changes
We may update, improve, or modify services where necessary.
5. Payments
- You must pay all charges when due
- Payment is taken by Direct Debit unless otherwise agreed
- We may:
- suspend services
- restrict functionality
- charge late fees where applicable
You are responsible for all use of your account.
6. Trial period and returns
You have a 30-day trial period starting from the date you receive your Device.
6.1 Your right to return
You may cancel and return the Device within the 30-day trial period.
- The Device must be returned in resaleable condition
- All accessories and packaging should be included where possible
- You must contact us to arrange return of your device
6.2 Use of services during the trial
If you choose to use the Device and services during the trial period:
- You agree that services will begin immediately after delivery
- You may be charged for services used during the trial period
Any charge will be:
- proportionate to actual usage, and
- capped at a maximum equivalent to one month’s subscription fee
6.3 No usage
If the Device and services are not used at all during the 30-day trial period:
- You will receive a full refund
- No usage charges will apply
6.4 Refunds and deductions
Refunds will be processed within 14 days of receiving the returned Device.
We may deduct amounts for:
- damage beyond reasonable wear and tear
- missing items
- misuse
6.5 Legal rights
This trial period operates alongside your rights under the Consumer Contracts Regulations 2013 and does not affect your statutory rights.
7. Minimum term and early termination
- You must remain in contract for the minimum term
- If you cancel early:
- you must pay remaining charges for the minimum term
We may terminate service immediately if:
- you fail to pay
- you misuse the service
- we suspect fraud or unlawful activity
8. Device and SIM
- You are responsible for the Device once delivered
- You must keep it secure and prevent misuse
- SIM misuse or unauthorised usage is your responsibility unless caused by us
Ownership
- Outright purchase: you own the Device immediately
- Subscription: we retain ownership until all payments are complete
You must not:
- resell the Device during subscription
- modify or tamper with software
- attempt unauthorised repairs
9. Acceptable use
You must not use the Device or services:
- for unlawful purposes
- fraudulently or abusively
- to interfere with networks or systems
- in any way that causes harm or disruption
We may suspend or terminate services if this clause is breached.
10. Suspension and restriction
We may suspend or restrict your services if:
- payments are missed
- unusual or suspicious usage is detected
- required for security, legal, or operational reasons
Suspension does not end the Agreement.
11. Faults, repairs and support
If your Device is faulty, at our discretion and/or inline with the Consumer Rights Act 2015, we may:
- repair it
- replace it
- or provide a separate remedy
We may charge where:
- no fault is found
- damage is caused by misuse
12. Non-return and damage charges
We may charge you if:
- a Device is not returned when required
- the Device is damaged beyond normal use
- accessories or components are missing
13. What we are not responsible for
To the maximum extent permitted by law, we are not responsible for:
- Network and Connectivity: Any issues related to network availability, signal coverage, or performance that are outside of our direct control.
- Third-Party Services: Any content, services, or functionality provided by third parties that you may access through our service.
- Loss of Data: Any loss or corruption of data, contacts, or other stored content.
- RealSAM Service Availability. We do not guarantee or warrant that the RealSAM service will be available 100% of the time or that it will be error-free. While we strive to maintain high service levels, interruptions may occur. In the event of a service outage, we will use our best efforts to restore service as quickly as practicable.
- Indirect or Consequential Loss: Any indirect, incidental, or consequential losses, or any losses that were not reasonably foreseeable by us at the time of this Agreement.
- User-Related Issues: Any loss or damage caused by misuse, accident, damage, or unauthorised modification of the service or associated hardware.
Additionally, to the maximum extent permitted by law, we are not responsible for:
- indirect or consequential loss
- loss caused by misuse, damage, or unauthorised modification
- losses that were not reasonably foreseeable
Nothing in this Agreement excludes or limits liability where it would be unlawful to do so, including any non-excludable rights you may have under applicable consumer protection laws.
14. Pricing and changes
We may:
- update services
- improve features
- change pricing (including index-linked adjustments where applicable)
We will provide notice where changes are significant.
15. Data and privacy
We process personal data in accordance with our Privacy Policy.
We may share data with:
- network providers
- service partners
- fraud prevention services
to improve the services we offer, but never for commercial gain.
16. Intellectual property
- Software is licensed, not sold
- All intellectual property remains with RealSAM Ltd or its licensors
- You must not copy, modify, or distribute software
17. Ending the agreement
You may end the Agreement:
- during the 30-day trial (full refund conditions apply)
- after the minimum term (with notice, if applicable)
We may end the Agreement immediately if you breach it.
18. Liability
Nothing in these Terms limits your statutory rights.
19. General
- We may transfer our rights under this Agreement
- Failure to enforce rights does not waive them
- This Agreement is governed by the law of England and Wales.
