Consumer Information
Here you will find information on your rights as a consumer, which are prescribed by law and/or serve to improve transparency.
If you are dissatisfied with your current provider and like our NAKED mobile tariff, you have the option to switch to us. This option is available even if your contract with your previous provider has not yet been terminated.
When switching providers, you can choose whether to keep your current phone number or receive a new one.
If you would like to keep your current number, simply let us know during the provider switch process. We will take care of porting your number to our service. Please note that you are responsible for terminating your contract with your previous provider.
Since number porting may take some time, you will receive a temporary phone number from us for the transition period. Once the porting process is complete, this temporary number will automatically be replaced by your original number.
To switch providers, simply register on our website and create a Humans account. As soon as we have verified your identity and completed the registration process, we will start porting your phone number.
You can start using your NAKED mobile tariff immediately after your connection is activated, using the temporary phone number until your original number is successfully ported.
If your connection is interrupted for longer than one working day when you switch provider, you can demand compensation from the transferring provider in the amount of EUR 10.00 or 20 percent of the contractually agreed monthly fee for contracts with a constant monthly fee, whichever is higher, for each additional working day of interruption. This does not apply if you are responsible for the delay.
If an agreed appointment for customer service or an installation is missed by the transferring or receiving provider, you can demand compensation from the respective provider for each missed appointment in the amount of EUR 10.00 or 20 percent of the contractually agreed monthly fee for contracts with a constant monthly fee, whichever is higher. This does not apply if you are responsible for missing the appointment.
Within the legal framework, you have the option of deciding on the display of your telephone number. This means that you can permanently and, if possible, easily suppress your telephone number display free of charge or reject calls of a suppressed telephone number.
As a provider, we are obliged to advise you on the best tariff for you in relation to our services and we are happy to fulfill this obligation because the satisfaction of our customers is important to us. However, please note that we currently only offer a single tariff, namely our NAKED mobile tariff, which means that we are unable to offer you cheaper alternative tariffs.
Our NAKED mobile tariff is a postpaid tariff. This means that you first use our service and then receive a monthly bill that takes your actual consumption into account.
If you do not like our postpaid tariff, you have the option of obtaining access to the public telecommunications network on a prepaid basis and using voice communication services, Internet access services or publicly accessible number-based interpersonal telecommunications services with other providers.
If you need advice on our NAKED mobile tariff, in particular the scope or in relation to the data volume included in our tariff, we will be happy to help you at any time. You can contact our customer service using the details provided in Section "Complaints procedure/customer service".
If you register for our NAKED mobile tariff, you will receive a connection to the mobile network of Vodafone GmbH, Ferdinand-Braun-Platz 1, D-40549 Düsseldorf, represented by the management, Marcel de Groot (Chairman), Felicitas von Kyaw, Matthias Lorenz, Tanja Richter and Carmen Velthuis, and registered in the commercial register of the Düsseldorf Local Court under HRB 38062.
Please note that the end device you are using must meet the technical requirements to support this bandwidth. In addition, your bandwidth depends on various factors (e.g. location, network utilization or number of users) and can therefore vary.
Neither we nor Vodafone are currently implementing traffic management measures. You can find further information on this under the following link: https://www.vodafone.de/business/hilfe-support/eu-transparenz-verordnung.html.
Furthermore, Vodafone reserves the right to set up port blocks in order to ensure the integrity and security of the network. In such a case, the affected services that use the blocked port may only be used to a limited extent or not at all. Further information on this can be found under the following link: www.vodafone.de/portsperren.
Our General Terms and Conditions apply to the services provided by us. These can be found at GTC. They stipulate that German law shall apply. A place of jurisdiction has not been agreed upon.
We save the text of the contract which you can access in your personal account. In addition, the contract data will be stored for 2 years after conclusion of the contract and can be accessed in your personal account. The contract language is German.
The contract language is German.
As a consumer, you have a fourteen-day right of withdrawal if you have concluded a contract via our website for the mobile communications service we offer. Further information on this can be found at Withdrawal Policy.
With regard to the territory of the Federal Republic of Germany, the mobile network provided by Vodafone is available in 97% of the total territory on an annual average
Please note that the services we provide are subject to the current state of technology and may therefore be subject to restrictions. Restrictions are possible, for example, in the event of operational disruptions or measures to improve operations, such as repair and maintenance work, or capacity bottlenecks in the mobile network.
It also cannot be ruled out that our services may be interrupted or otherwise disrupted due to meteorological, atmospheric or comparable events or force majeure
Accordingly, we cannot guarantee that you will be able to use the mobile network provided at all times and everywhere without any restriction.
The estimated maximum data transfer speed for our NAKED mobile tariff is 50 Mbit/s for downloads and 25Mbit/s for uploads.
To check your actual data transfer rate, you can use the Federal Network Agency's desktop app for broadband measurement, which can be accessed via the following link www.breitbandmessung.de.
If there are significant deviations from the advertised download or upload speed, it is possible that your Internet will slow down. As a result, the connection to websites may fail, apps may take longer to load or uploads and downloads may not take place at all or only with a very long delay. Furthermore, streaming services can only be used to a limited extent or at times not at all.
If, on the other hand, you use services whose use is associated with an excessively high data transfer volume and therefore leads to a reduction in data transfer capacity for other customers, we reserve the right to limit your individual bandwidth. Such services include, in particular, peer-to-peer file sharing networks (e.g. BitTorrent) or audio and video streaming services.
If you discover an interference in relation to the contractually agreed services, we must remove it immediately and free of charge. This does not apply if you are responsible for the interference, if it concerns number-independent interpersonal telecommunication services or the provision of transmission services for machine-to-machine communication services.
Please note that you are obliged to cooperate in connection with the interference removal.
If the aforementioned interference is not removed within two working days of receipt of your interference report, you can demand compensation for each day of complete service interruption from the following day. This does not apply if you are responsible for the interference or its continuation or if the complete interference is due to statutory measures in accordance with this Act, Regulation (EU) 2015/2120, orders issued by security authorities or force majeure.
The amount of compensation is EUR 5.00 or 10 percent on the third and fourth day and EUR 10.00 or 20 percent of the contractually agreed monthly remuneration from the fifth day onwards for contracts with a constant monthly remuneration, whichever is higher.
If an agreed appointment for customer service or an installation is missed by us, you can demand compensation for each missed appointment in the amount of EUR 10.00 or 20 percent of the contractually agreed monthly fee for contracts with a constant monthly fee, whichever is higher. This does not apply if you are responsible for missing the appointment.
If you are not satisfied with the quality of our services, e.g. because the contractually agreed data transmission speed in download and upload is continuously or regularly not met, you notice deviations in other service quality parameters or there are persistent or frequently occurring significant deviations between the actual performance and the performance specified in the contract, you can address a complaint to us by contacting our customer service.
You can also set us a reasonable deadline to rectify the problem. If the problem is not rectified within this period, e.g. the contractually agreed speed is still not reached, you can reduce the contractually agreed fee or terminate the contract without notice. In the event of such a premature termination of the contract, you will not incur any separate charges.
You can also contact our customer service for other complaints, in particular complaints in connection with the execution of the contract and billing.
You can reach our customer service under the following information:
Post: Sebastian-Kneipp-Straße 41, 60439 Frankfurt am Main
Phone: +49 2164 3770281
E-Mail: [email protected]
Service hours: 24 hours a day, 7 days a week.
Please note that the average processing time for complaints is approximately 3 (three) business days, but may vary depending on the volume of complaints received by us. We therefore ask for your understanding and patience.
Our customer service is also available for all other concerns relating to our services.
1. Information on the ODR platform
Pursuant to Art. 14 (1) of Regulation (EU) 524/2013 on Online Dispute Resolution in Consumer Matters (ODR Regulation), we are legally obliged to inform you about the European Online Dispute Resolution Platform (ODR Platform) of the European Commission.
You can reach them at http://ec.europa.eu/odr.
2. Arbitration
In accordance with Section 68 of the German Telecommunications Act (TKG), you can initiate arbitration proceedings with the Telecommunications Arbitration Board of the German Federal Network Agency if a dispute arises between you and us regarding certain matters provided for in Section 68 TKG.
To initiate the arbitration procedure with the German Federal Network Agency, you must submit an application. This application should be sent to:
Bundesnetzagentur Schlichtungsstelle Telekommunikation
Referat 523
Fehrbelliner Platz 3 10707
Berlin
Fax: 030 22480-518
E-mail: [email protected]
Further information on the arbitration proceedings, in particular its process, can be found under the following link: https://www.bundesnetzagentur.de/DE/Vportal/Schlichtung/Schlichtung_TK/start.html.
3. Further information on out-of-court dispute resolution in accordance with Section 36 of the Consumer Dispute Resolution Act
Humans.de GmbH does not participate in any other dispute resolution proceedings before a consumer arbitration board and we are not obliged to do so.
In accordance with Section 65 of the Telecommunications Act, you have the right to request an invoice broken down by individual connections (itemized bill) at any time with effect for the future, which contains at least the information required to verify partial amounts of the invoice.
This does not apply if there are technical obstacles to providing itemized bills or if an invoice is not issued due to the nature of the legal transaction.
The detailed and itemized information in the itemized bill should enable you to check and control the charges billed to you.
If you have any questions about your invoices or the billing, you can contact our customer service using the details given in Section "Complaints procedure/customer service".
The security of our range of services is a high priority for us. We are therefore able to respond to security incidents, threats or gaps with a catalog of measures.
Ensuring information security is one of Humans.de GmbH key priorities. For this purpose, Naked.de takes the necessary legal, organizational and technical measures.
Humans.de GmbH’s information security system complies with GDPR requirements and is built using industry standards and best practices.
Humans.de GmbH has implemented procedures for detecting and responding to information security incidents.
The effectiveness of the information security system is confirmed by regular audits conducted by independent third parties.
If your eSIM has been activated after successful registration of your NAKED mobile Account and the mobile network is available, the emergency numbers (110 and 112) can be reached
Please note, however, that you need a ready-to-use end device that is suitable for voice telephony.
In the event of calls not made via mobile network such as WLAN or other services, the emergency services cannot be reached or can only be reached to a limited extent.
