Terms of service

Last updated: 16 October 2026

These terms cover buying a Looped phone from getlooped.co.uk and using the Looped service: the parent app, free calls between Looped phones, and the optional Calling Plan. They're between you and Get Looped Phone Ltd. Nothing here affects your legal rights as a consumer.

Key points

This is a quick summary. The full terms below are what count.

• The phone costs £100, and calls between Looped phones are free.
• Add the Calling Plan to give the phone its own UK number and let it call other UK numbers and 999. It's £9.99 a month (no minimum term, cancel anytime) or £99.99 a year.
• You can send the phone back within 30 days of delivery, for any reason.
• Every phone comes with a 12-month guarantee on top of your legal rights.
• Looped runs on mains power and home Wi-Fi, so it can't be relied on in a power cut or broadband outage. Always keep another way to call 999.
• If the Looped service ever closes, we'll give you at least 12 months' notice.

1. About us

Looped is the trading name of Get Looped Phone Ltd, a company registered in England and Wales under company number 16797459. Our registered office is 167–169 Great Portland Street, 5th Floor, London W1W 5PF. Our VAT number is pending and will appear here soon. You can email us at hello@getlooped.co.uk.

2. Who can buy and use Looped

You can buy from us if you're 18 or over and live in the UK. The delivery address must be in the UK, and our phones are for home use, not resale. The parent or guardian who sets up the Looped account is responsible for how the phone is used, and for keeping their app login private. Please keep your details up to date, especially the address where the phone is used, because we pass it to the emergency services if someone dials 999.

3. What you're buying

The Looped phone is a corded home phone for children. It connects to your home Wi-Fi and is set up and managed through the free Looped parent app. To use it you'll need:

• home broadband with 2.4GHz Wi-Fi
• a mains power socket near the phone
• a smartphone (iPhone or Android) for the parent app

Calls between Looped phones are free. To call other UK numbers, or 999, you'll need the Calling Plan (section 11). Photos on our website show what the phone looks like, but colours on screen can vary slightly.

4. Prices and payment

The phone costs £100, including VAT. Delivery charges are shown at checkout before you pay. We take full payment when you order, including for pre-orders. If we've made an obvious mistake in a price, we'll contact you before dispatch. You can then go ahead at the correct price or cancel for a full refund.

5. Pre-orders

• We take full payment when you pre-order.
• We expect to dispatch pre-orders in mid-January 2027, and your order confirmation shows the estimated date.
• You can cancel at any time before dispatch, and we'll refund you in full within 14 days. Just email hello@getlooped.co.uk.
• If we're going to be more than 14 days late, we'll email you with a new date. You can then wait or cancel for a full refund.

6. How your order becomes a contract

1. You choose your items, check your basket and correct any mistakes before you pay.
2. Placing your order is an offer to buy.
3. We accept it when we email your order confirmation, and the contract starts then.

We may turn down an order, for example if we can't deliver to your address or there's a pricing mistake. If we do, we'll refund you in full. Our contracts are in English. Your order confirmation email includes the key details and a link to these terms, so please keep it.

7. Delivery and ownership

Our Delivery Policy explains delivery times and costs. The phone is your responsibility once it's delivered to you, or to someone you've asked to accept it. It becomes yours once it's delivered and we've been paid.

8. Changing your mind: 30-day returns

The law gives you 14 days from delivery to change your mind, and we give you 30. Our Returns and Refunds Policy explains how to send a phone back and includes a cancellation form. In short:

• tell us within 30 days of delivery, then send the phone back within 14 days of telling us
• we'll refund the price and the standard delivery charge within 14 days of getting the phone back, or of receiving proof you've posted it
• we'll email you a free returns label
• you're welcome to set the phone up and try it, but if it comes back damaged or with parts missing, we may reduce your refund

9. If something's wrong with your phone

We must supply products that are as described, fit for purpose and of satisfactory quality. If your phone isn't, the law gives you these rights:

When the problem shows up	What you're entitled to
Within 30 days of delivery	A full refund
Within 6 months of delivery	A repair or replacement. If that doesn't work or isn't possible, a price reduction or a full refund. You don't have to prove the fault was there at delivery.
Up to 6 years after delivery (5 in Scotland)	A repair or replacement. If that fails, a price reduction or a refund, which may be reduced to reflect the use you've had. You'll need to show the fault was there at delivery.

This is a summary only. Citizens Advice has more detail.

10. Our 12-Month Guarantee

On top of your legal rights, Get Looped Phone Ltd (167–169 Great Portland Street, 5th Floor, London W1W 5PF) guarantees every Looped phone for 12 months from delivery.

• What's covered: faults in materials or manufacture that appear with normal home use. That includes the handset, base, cord and power adapter. The guarantee stays with the phone if it's a gift or you pass it on in the UK.
• What we'll do: repair the phone or replace it with the same or an equivalent model, and refund the price if we can't do either. We pay postage both ways, and a replacement is covered for whatever's left of the original guarantee.
• What isn't covered: accidental damage, misuse, normal wear and tear (such as a stretched cord), repairs by anyone other than Looped, problems caused by your broadband, Wi-Fi or power, and loss or theft.
• How to claim: email hello@getlooped.co.uk with your order number and a description of the problem. We'll usually try a few quick checks with you first, as many problems turn out to be Wi-Fi settings. The guarantee applies in the UK only.

This guarantee is in addition to your rights under the Consumer Rights Act 2015 and doesn't affect them.

11. The Calling Plan

Calling Plan	Details
Price	£9.99 a month, or £99.99 a year, including VAT
How you pay	By card, in advance, either monthly on the same date each month or yearly
When payments start	The day you switch the plan on
Minimum term	Monthly plan: none, it rolls month to month. Annual plan: 12 months, then it switches to monthly unless you renew
Cancelling	Any time, online from your Looped account or by email, with no fee. The plan ends at the end of the month or year you've paid for
Reminders	We'll email you at least every 6 months with what you're paying and how to cancel, and at least 14 days before an annual plan ends
Cooling-off	14 days from the day the plan starts
What's included	A UK phone number, 999 and 112, and calls to UK landlines and mobiles on your approved list, subject to fair use

12. Paying for and cancelling the Calling Plan

• Payments: your first payment is taken when you switch the plan on, then on the same date each month, or each year for the annual plan.
• Failed payments: we'll email you and try again. If it's still unpaid after 14 days, we may limit the phone to calls between Looped phones, and 999, until it's paid.
• Price changes: we'll email you at least 30 days before, giving the new price in pounds and pence. You can cancel before the change at no cost.
• Cancelling: you can cancel online at any time from your Looped account, or by emailing hello@getlooped.co.uk. There's no fee and we'll confirm by email. You can keep calling until the end of the month or year you've paid for. After that, the phone can only call other Looped phones, and can't call 999.
• Cooling-off: if you cancel within 14 days of starting the plan, we'll refund you, minus a fair amount for the days you've used.
• Returning your phone: if you return the phone, we'll end the plan at the same time and refund anything you've paid for time after the return.

Annual plan: you pay £99.99 for 12 months. If you cancel within 14 days, we'll refund you, minus a fair amount for the days you've used. After that, the plan runs to the end of your year. We don't refund unused months unless you return the phone, we change these terms against you, or the service closes. We'll email you at least 14 days before your year ends. Unless you choose to renew for another year, the plan then switches to £9.99 a month, which you can cancel at any time.

13. Emergency calls (999 and 112)

999 and 112 calls are included free with the Calling Plan. Without the plan, a Looped phone can only call other Looped phones, so it can't call 999.

Please don't rely on Looped in an emergency. It runs on mains power and works over your home Wi-Fi and broadband, so:

• It won't work in a power cut, if your broadband or Wi-Fi is down, or if it's unplugged. Looped isn't designed to be your home's only way to call 999, so always keep another way, such as a charged mobile phone.
• Location: when someone dials 999 from a Looped phone, the emergency services see the address on your account. Keep it up to date, and if you move, update it in the app before you plug the phone in at your new home.
• Talk to your child about when it's right to call 999.

14. Who your child can call, and your phone number

• Your child can only call, and be called by, numbers you approve in the app.
• Calls to premium-rate, international and some special numbers are blocked.
• The service is for normal household calls, not business use, automated dialling or reselling. If your usage is far above normal, we'll get in touch before taking any action.
• With the Calling Plan, your Looped phone gets its own UK number. We may occasionally need to change it for technical or regulatory reasons, and we'll give you as much notice as we can. If you want to take your number to another provider, contact us and we'll help. If you cancel the plan, the number may eventually be given to someone else.

15. Software, updates and the parent app

The phone runs software that we update to fix bugs, improve security and add features. Updates may install automatically. We'll provide security updates until at least 31 December 2029, and we'll never use an update to take away a main feature you bought the phone for. The parent app is free from the App Store and Google Play, and the app store's own terms also apply.

16. Keeping the service running, and changes

The service depends on your broadband, Wi-Fi and power, and on our telephone network partner. We work hard to keep it reliable, but we can't promise it will never be interrupted, and we'll warn you about planned maintenance where we can.

We may need to change the service or these terms, for example for legal, security or technical reasons. If a change isn't in your favour, we'll give you at least one month's notice. You can then cancel the Calling Plan free of charge within one month of hearing from us.

17. If the service ends

We can end your Calling Plan with 30 days' notice, or straight away if the account is used for fraud or serious misuse. Your phone needs our service, and our telephone network partner's, to make and receive calls. If we ever plan to close the Looped service altogether, we'll give you at least 12 months' notice and refund any Calling Plan payments that cover time after the closure.

18. Using Looped safely and responsibly

• Looped is a way to stay in touch. It isn't a safety alarm, a monitoring device or a replacement for adult supervision, and we can't promise every call will connect.
• Keep the phone cord and power cable away from babies and toddlers, and follow the safety information in the box.
• Please don't use Looped for nuisance calls or anything illegal, and don't tamper with the phone's software or network settings. If we see misuse, we may suspend the service. Unless it's serious or urgent, we'll tell you first.

19. Our responsibility to you

If we break these terms or fail to use reasonable care, we're responsible for loss or damage you suffer that was foreseeable when you ordered. We're not responsible for losses we couldn't have foreseen, or for business losses. Nor are we responsible for problems caused by your broadband, Wi-Fi or power, or by not following our instructions. Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for breaching your legal rights.

20. Events outside our control

If something outside our control delays your order or the service, we'll tell you as soon as we can and do what we can to reduce the delay. If the delay is long, you can cancel and get a refund for anything you haven't received.

21. Your personal information

Our Privacy Policy explains how we use your information and your child's.

22. Complaints

If something's gone wrong, tell us and we'll aim to put it right within 5 working days. Complaining is free:

• email hello@getlooped.co.uk with "Complaint" in the subject line
• write to us at the address in section 1

If you need extra help, just ask. That might be because of a disability, because English isn't your first language, or because you'd like someone else to complain for you.

1. We'll acknowledge your complaint within 2 working days and give you a reference number and the name of the person handling it.
2. We'll look into it and aim to resolve it within 5 working days. If it takes longer, we'll keep you updated.
3. We'll write to you explaining what we found and what we'll do.
4. If you're not happy with our answer, ask for a review by one of our directors. We'll reply within 10 working days.

Phone service and Calling Plan complaints: if we haven't resolved your complaint within 6 weeks, or we write to say we can't agree, you can take it to an independent ombudsman scheme. It's free for you, and if you accept its decision, we must follow it. We'll give you the scheme's details in your Calling Plan welcome email, and again at the 6-week point.

Complaints about your phone purchase: for free advice, contact Citizens Advice on 0808 223 1133 (England and Wales, or 0808 223 1144 in Welsh), Advice Direct Scotland on 0808 164 6000, or Consumerline on 0300 123 6262 (Northern Ireland).

Privacy complaints: see our Privacy Policy.

23. Other things to know

• The terms that apply are the ones in place when you ordered.
• We may transfer this contract to another organisation, but your rights won't be affected.
• If a court decides one part of these terms doesn't apply, the rest still stands.
• Please don't misuse our website or copy its content without permission.
• These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts.