Straight answers to real questions.

There are three packages, priced per venue per month. Basic is £39 — your branded login page and one-tap access. Basic + Data Collection is £59 — guests sign in with name, email and mobile number and the list is yours. Basic + Data + Guest Insights is £89 — the same, plus visitor counts, new against returning guests, busy times and how long guests stay connected. No VAT is added to any of them: we are not registered for UK VAT, so the price you see is the price you pay. There is nothing to add and nothing hidden in the small print.

No, and this is the question to ask every supplier you speak to, because several UK providers bundle a line into a headline figure and several do not. We run on your existing broadband: all we need is a spare network port, a power socket and a spot with good signal to guests. Broadband and line charges are not included. The line stays on your own account — fibre, or whatever you run — and we supply the managed router, the branded login page, the access rules, consent capture, the reporting and the support that runs on it. We will happily tell you what your line needs to carry for the number of guests you expect.

The router is included on a 12-month plan, or £149 one-off if you would rather stay on rolling monthly. There is no site survey fee and no installation charge. On top of a package: the advertising module is £19 per venue per month; vouchers and paid access are quoted per venue, at prices you set and collect; and WiFi in Motion puts a vehicle on any of the three packages plus £10 per vehicle per month, with fleet discounts (the SIM and the data are not included). Extra venues are the same price per venue — we do not charge a surcharge for having more than one.

Yes to both, and you choose which. On a 12-month term the router is included and there is nothing to pay up front; the term runs 12 months from going live, then continues monthly. On rolling monthly you pay £149 once for the router and there is no minimum term at all. Cancellation is one calendar month's written notice either way, and on rolling monthly that is the end of it. On a 12-month term, ending early means the remaining subscription payments for that term fall due, because the router was included on the strength of it — unless you pay the £149 hardware price instead and move to rolling monthly, and we will work out whichever is lower for you. There is no reconnection charge and no clause that quietly renews you for another year.

We do not publish a volume rate card, because the honest answer is that every venue is the same price per venue with no per-site surcharge, which already beats most group pricing. If you are rolling out several sites, tell us how many and we will quote the group as a whole.

Nobody has to. The router is configured, tested and boxed before it is dispatched, with your branding and your wording already on the login page. It comes to you from within the United Kingdom on a UK courier, so there is nothing to pay when it arrives — no delivery charge, and no customs charge, duty or import VAT. It goes into a spare port on the broadband router you already have, and the login page comes up. There is no site survey to sit through, no installation charge, and no engineer visit to book a slot for — which is the part most venues expect to wait two or three days for.

We agree the login design and the wording with you, then configure and test the router before it leaves us. It is dispatched from within the United Kingdom on a UK courier, and we confirm the delivery date when we accept your order. Once it is plugged in you are live the same day — it is a network cable and a plug socket, not a project. The part that takes the time is deciding what you want the login to say and what you want to collect, and that is usually one conversation.

Yes. That is the normal case, and nothing gets ripped out. We work alongside the broadband router your provider gave you — ours plugs into it and takes over the guest side. Your tills, your booking system and your back office stay exactly where they are, on their own network, with guests kept off it.

Usually not. If the access points already in the building are sound, the login page goes on top of what you have. If they are tired or the coverage has always been patchy, we will say so and quote replacements rather than let you pay for a login page on a network that cannot carry it.

Some buildings — thick walls, a long garden, a first-floor function room — need more than one access point. We draw up the plan, specify the kit and set it all up in advance, and your own electrician or IT contractor puts the units where the plan says. You are not paying us a day rate to hold a drill.

Yes — and this is where a lot of venues get caught out, so it is worth reading twice. Under PECR, a Wi-Fi login is not marketing consent. You cannot take an email address that a guest typed in to get online and start mailing them. Consent has to be a separate, affirmative, unticked opt-in, and you have to be able to show it was given. Our Data Collection package captures exactly that: the guest ticks a separate box, and we store the evidence and the time against the record. That is the difference between a guest list you can use and one that is a liability.

You do. The guest list from your venue — name, email and mobile number where the package captures them — is yours and it is exportable. If you ever leave us, it goes with you. We do not sell it, share it with marketing partners, or use it for anything other than running your service.

For the data captured at your login, your venue is the controller and Hotwireless is the processor: we act on your instructions under a written contract. We collect only what the package needs — on Basic, no personal details at all — and we do not inspect the content of anyone’s traffic. Guests can ask for access, correction or deletion, and we act on it. Our privacy notice sets out the lawful bases, how long things are kept and where they are processed, including transfers outside the UK.

Not necessarily, and we would rather say so plainly than let you find out later. Our platform runs on international cloud and communications services, so guest data is processed outside the United Kingdom. Where that happens we rely on the contractual safeguards the UK GDPR provides for — the Information Commissioner’s International Data Transfer Agreement or the UK Addendum to the standard contractual clauses — and the recipient may not use the data for its own purposes or pass it on. We do not claim an adequacy decision and we hold no privacy certification. Ask us and we will tell you which categories of processor are involved and where they sit.

No. We log connection metadata — device identifier, session times and data volume — and we do not inspect the content of guest traffic or sell content filtering by category. Worth being accurate about the law here, because plenty of suppliers are not: there is no statutory duty on a UK venue to filter its guest Wi-Fi, and the Online Safety Act does not create one — it regulates online services such as search and user-to-user platforms, not venue Wi-Fi. What there is, is a duty-of-care expectation where children may be present, and licensing officers, insurers and family-facing brands do ask. Your terms of use at the login set the rules for your network, and you are responsible for what your line is used for. If you want traffic filtered by category, ask your broadband provider: they supply and control the line, and filtering belongs on it. Friendly WiFi, the UK trust mark, is awarded to a venue rather than to a supplier — we do not hold it and neither we nor a venue using our service may display it.

Tell us and we will look at it. The router reports in to us continuously, so in most cases we can see the fault and fix the configuration from our side while you carry on serving. If the unit itself has failed, a replacement goes out from within the UK on a UK courier and it arrives configured exactly as the old one was, with nothing to pay on delivery — you swap the box and the login page comes back up on its own. If the broadband line is down, that one is between you and your provider, and we will tell you straight away if that is what we can see.

Support is included with all three packages and runs Monday to Friday, 06:00–15:00 GMT (07:00–16:00 BST), by email or WhatsApp. That is an early-start desk on purpose: a problem raised before the doors open is already being worked on. We run automated checks on the link between our systems and your router and act on what they pick up during those hours. Those checks do not cover every part of the service, so please tell us when something is wrong rather than assume we have seen it. Outside those hours we help on a best-efforts basis.

No, and we will not pretend otherwise. There is no guaranteed uptime percentage and there are no service credits, because a guaranteed figure on a line we do not supply would be a number we could not stand behind. What you get instead is a managed router we watch continuously, changes usually made the same day, and a straight answer when something is broken. If you need a contractual service level, say so and we will discuss it in writing and price it separately.

You need us for the subscription — the login page, the guest sign-up and the reporting all run on our platform. Day to day, though, the venue is in charge: your staff hand out vouchers, read the numbers and export the guest list. You do not need anyone technical on site, and you do not need to learn anything to keep it running.