Vulnerable Individuals Policy

Guidelines and procedures for protecting vulnerable customers

Guidelines Vulnerable Persons

Mobixas B.V.
Nassaukade 157H, 1053 LK, Amsterdam, The Netherlands

Vulnerable Persons Policy

At Mobixas, we want all our customers to enjoy our premium mobile services safely and with confidence. We also recognise that some people may need extra protection when using these services.

This policy explains how we look after vulnerable customers and what steps we take to make sure our services are fair, transparent, and easy to use.

Who we mean by "vulnerable customers"

A person may be vulnerable if they:

  • Are under 18 years old.
  • Are elderly or less familiar with mobile services.
  • Have learning difficulties or reduced understanding of billing.
  • Are experiencing financial difficulties.
  • May otherwise find it hard to make fully informed decisions.

How we protect vulnerable customers

  • Age checks: Services with adult or age-sensitive content are restricted to verified over-18s.
  • Clear prices: We always show costs clearly before you sign up.
  • Easy sign-up: Subscriptions use a two-step confirmation (double opt-in) so you don't join by mistake.
  • Spend reminders: We send regular messages showing what you've spent and how to stop the service.
  • Simple stop command: You can cancel at any time by texting "STOP" to the shortcode – this is always free.
  • Fair refunds: If you didn't understand the service, or feel you were misled, we'll refund you quickly and fairly.

Marketing and promotions

  • We never target under-18s.
  • All adverts and promotions clearly show who we are, how much the service costs, and how to cancel.
  • We never use misleading or confusing messages.

If you need help

If you are a vulnerable customer, or looking after someone who is, please get in touch with us. Our team is trained to handle all concerns sensitively and fairly.

📧 Email: [email protected]

📞 Phone: 02477752907

We'll do our best to resolve your issue within 48 hours.

Our promise

We take our responsibility to protect vulnerable customers seriously. Our policy is reviewed regularly to make sure we meet all Ofcom and PSA rules and provide the best possible support.

Guidelines Vulnerable Persons and Procedures

This section displays the procedure/workflow how Mobixas B.V. treats vulnerable persons that have an active subscription or past subscription.

The Nominated Persons who are in charge:

What defines a vulnerable person?

A vulnerable consumer is a consumer who is less likely to be able to make fully informed or rational decisions due to a specific characteristic, circumstance or need and may be likely to suffer detriment as a result.

How to Identify a vulnerable person and risk assessment?

Risk Level of Risk Control / Mitigation Review Date Comments
Mental health Challenges - Addiction Medium Excessive use policy 01/09/2025 Reviewed, the policy is amended.
Mental health Challenges – anxiety High Mental Health Policy 01/09/2025 Reviewed, the policy is amended.
Learning Difficulties Low Mental Health Policy 01/09/2025 Reviewed, the policy is amended.
Financial Challenges High Low Income Policy 01/09/2025 Reviewed, the policy is amended.
Stolen Phone Medium General Policy 01/09/2025 Reviewed, the policy is unchanged.
No permission Medium General Policy 01/09/2025 Reviewed, the policy is amended.
Under age / Elderly Medium Age Verification Policy 01/09/2025 Reviewed, the policy is unchanged.
Physical health issues High Physical Health Policy 01/09/2025 Reviewed, the policy is unchanged.

Complaint Procedure for vulnerable individuals:

  1. Contact our helpdesk via email or phone
  2. Our helpdesk agent is trained to identify and evaluate a vulnerable individual by asking dedicated questions. Once a vulnerable individual has been identified the dedicated policy and procedure will be followed.
  3. Once the individual is not satisfied with the outcome / resolution the agent will forward the details to the nominated person or the individual can contact the nominee via email.
  4. The nominee will handle the case within 48 hrs and will provide the outcome to the dedicated agent to contact the individual via phone and an email with the resolution will be forwarded to the individual. The applicable refund procedures will be followed.
  5. The nominee will contact the enduser after (2) days to follow up if the outcome is satisfactory. The nominee always strives to a satisfactory resolution to be solved within this procedure.