By activating the service, you acknowledge that you have read and understood the below terms and conditions.
Connection charges of £19.99 shall be paid in advance.
To avail international calling and texting facility, £50 deposit shall be paid in advance and is subject to our discretion.
To avail roaming facility £100 shall be paid in advance as deposit.
Our connection facilitates calls to 01,02,03,07 extensions.
To cancel this contract, you need to send us a notice 90 days in advance.
You need to pay us £50 if you your credit score is below minimum standard.
This agreement covers the SIM card and any services used as part of the purchased package. If you have taken our insurance policy, you also agree to those terms and conditions and understand that you will need to check your mobile equipment and terms and conditions to ensure the cover is suitable. If the insurance policy is not suitable, you understand that you need to contact the administrator immediately to cancel it.
This agreement is for the period shown on your welcome letter. You may cancel the agreement by giving 90 days written notice to us, however, you must pay for the cancellation charge.
Charges are fixed for the period of the agreement however, we reserve the right to review your charges upon renewal of you service agreement; or during but in line with the Retail Price Index changes, of which you will receive reasonable notification of.
If your mobile phone is lost, damaged or stolen, you will still have to pay for the plan charges under this agreement, subject to your cancellation and minimum term. You will be liable for any charges made by a third party, until you advise us about the item being lost/stolen and also provide us with the required evidence if requested.
We and other group companies collect and record your personal information to maintain your account, training and quality monitoring purposes. We may also use and share your personal information and information about the type of calls you make to analyse the service, regulatory requirement and for marketing purposes. If you do not wish to receive marketing communication, please do contact us to opt out. Your personal information may be handled outside the EEA are but with full compliance with DPA 1998 principles.
Using the service
It is your responsibility to keep to this agreement even if someone else is using the services (until you report it lost or stolen to us). You must not sell any part of this agreement to any third party company and must use the services in line with current legislation. We have allocated a number for you on our network. The number does not belong to you and we may charge you a small fee if you move it to another provider of which we will let you know. The SIM card and the software within belongs to us which is leased to you. In case you require a replacement SIM, we may charge you a current fee at the time, of which we will notify you in advance. We do not accept any responsibility for the actions you take whilst using the service however, if we find that you have acted illegally or outside this agreement we will suspend your services without any refund and you will be liable for the cancellation charge. We may also suspend your services in case we find you entered into this agreement fraudulently, done anything that is detriment to the network, we are told to do so by regulators or law enforcement agencies, or have not complied with your obligations under this agreement. We will try to inform you about suspension of your service but we do not need to do so.
Termination of agreement
You and we may terminate this agreement with 90 days advance notice in writing, clearly noting your mobile telephone number,appropriate security answers. You must pay the appropriate charges until the end of the notice period.
You must pay for the charges on your service within 7 days of the due date as mentioned on your bill. If you fail to make the payment on time without any valid reason to dispute the due amount, we may add administration fee of £5 to your outstanding balance. In case of late payments or non-payments of due charges, we reserve the right to allocate your outstanding charges to debt collection agencies where additional fees may be added to the outstanding amount and we may remotely black-list your mobile so no further calls can be made, except to emergency services. This may affect your credit scoring.
Sometimes we take a deposit in case your credit report requires it. We can use the deposit to pay off any overdue/outstanding amount to us however, at the end of the agreement, we will return any deposit that is due to you. We do not collect/pay interest on deposits.
Please note, we will not be liable for any loss of income/profit; loss of use of services; loss of business or opportunity; any other unforeseen loss. We will not be legally liable if we cannot provide the service due to something outside our control. This agreement does not affect your legal right.
When applying for the service we conduct a credit check, which appears on your credit profile. We will release your’s and this agreement’s details to credit referencing agencies, including any updated details you may have given us during the agreement (such as change of address). Where needed, we do use such information to trace debts and assess any potential complaints/claims. If you don’t pay us in full, and on time, we may tell credit-reference agencies who will record the debt.
The general agreement
We reserve our right to transfer this agreement to a third party company but you are not allowed to transfer this agreement; or part of this agreement to any third party. A third party to this agreement has no right and is unable to enforce any right in this agreement unless is part to it. If we would not be enforcing or unable to enforce our rights under this agreement, it does not mean that we will not do so in at a future point. To inform you, when calling 999 or 112 emergency services, your number will always be displayed. When we send you notices in writing (via post), we assume it delivered within 48 hours of the postage date but for electronic notification, we deem that delivered immediately.
If you are not happy about the service and wish to make a complaint, please contact us. We will do our best to resolve the problem immediately or as soon as reasonable expected. If we are unable to address and resolve your complaint, you may refer the matter to an independent ombudsman. It does not affect your legal rights. This agreement is governed by English law, unless you live in Scotland (as your address on file with us) in which case it is Scots; or you live in Northern Ireland (as your address provided to us) in which case it is governed by the laws of Northern Ireland.
If you have a complaint about our services, please call our customer service department on 03333 449 779. We will try to resolve your issue over the phone, depending on the nature of your complaint. In order to confirm we are speaking to the right person, you have to answer certain security questions which we will ask. Consider this as a part of our data protection policy.
- In case if you are not happy with the resolution we provided, you can consider escalating this complaint by emailing to email@example.com. We shall respond to your complaint within 3 working days. In order for us to ensure prompt response and resolution to your complaint, please write full details and facts which you believe should be considered while we investigate your complaint.
Should your complaint not be resolved to your satisfaction, you exercise your right to refer your complaint to an Alternative Dispute Resolution scheme.
You can ask Ombudsman Service to independently review your complaint.
You can contact Ombudsman using the following details.
Standard Price when exceeding allowance (cost per minute with minimum 1 minute charge) all service charges are extra
Calls to any mobile network
Non-Geographic Number (09; 09; 118)
£0.40 + Service Charge
Free phone Numbers (0800; 0808)
Free phone Numbers starting 0500
Personal Numbering Services
Call forwarding Service
Cost Per Messages
Standard Message (up to 160 character)
Long Text Message (over 160 message)
£0.40 / 160 characters
When we use these words they have the following meanings:
‘Account’ together Your Monthly Account and any Pay as You Go Account that you may have with us;
‘Additional Service’ an optional/extra Service not part of Your Price Plan, including but not limited to, premium rate services, additional products and services added to your Price Plan, Content, directory enquiry services, Roaming and international services and/or third party services, and the charges for a Service once any Allowance is used up;
‘Additional Commitment Service’ means an Additional Service for which you agree to pay us a monthly Charge for a minimum period of time;
‘Additional Commitment Service Cancellation Charge’ the Charge which totals the rest of the monthly Charges for the remainder of the minimum period of the Additional Commitment Service, discounted by any prepaid Charges and other discounts You are entitled to, which can be found on Our website;
‘Age Restricted Services’ any Services for which you need to be over a certain age to use;
‘Agreement’ these terms and conditions between You and Us for the use of the SIM Card to access the Services, together with the Plan Price Guide and Non Standard Price Guide booklets of Charges referred to throughout;
‘Allowance’ the amount and type of Services which may be provided as part of Your Price Plan Services or as part of any Additional Service;
‘Cancellation Charge’ the Charge which totals the rest of the Monthly Charges for the remainder of the Minimum Term, calculated at a daily rate, discounted by any prepaid Charges and any other discounts You are entitled to, which can be found on Our website;
‘Charge’ the Price Plan Charge, a charge for an Additional Service, the Additional Commitment Service charge and any other additional charge including the Separate Payment Handling Charge and the Cancellation Charge;
‘Consumer’ a real person entering into the Agreement and/or using the Services for purposes outside his/her business;
‘Content’ all information whether textual, visual, audio or otherwise, appearing on or available on a one-off payment basis through the Services supplied by Us including by way of example only, a ringtone;
‘Equipment’ any equipment that you use to access the Services;
‘GSM Gateway’ means a device which uses one or more SIM Cards and allows the Services to be routed from a fixed line telephone through a wireless link onto a mobile network;
‘Minimum Term’ the minimum amount of time that you have promised to pay us the Monthly Charge; ‘Monthly Account’ the account for which you are billed each month;
‘Monthly Charge’ the amount that you pay each month in advance for Your Price Plan Service;
‘Network’ the communications infrastructure which is used to provide the Services and any other type of communications system which may be provided and operated by us now or in the future;
‘Non Standard Price Guide’ is the booklet of Charges not part of your Price Plan including, but not limited to, Charges for Additional Services, Additional Commitment Services, the Separate Payment Handling Charge and relevant terms and conditions which can be found on Our website;
‘OFCOM’ The Office of Communications that regulates the telecommunications industry, including us;
‘Payment Terms’ the terms by which We manage Your Account and the ways You pay the Charges including any credit limit applied to Your Account;
‘Plan Price Guide’ means the booklet of Charges which are part of your Price Plan which can be found on our website;
‘Portal’ the exclusive selection of Content indicated to be available from us and/or our partners which you can access from the Equipment using wireless application protocol technology and/or by using the mobile internet;
‘Price Plan’ the bundle of Services including any Allowance provided to you by us each month in exchange for your payment of the Price Plan Charge;
‘Price Plan Charge’ the charge for the Price Plan Service, which comprises the Monthly Charge for the Price Plan;
‘Price Plan Service’ the inclusive Service supplied with Your Price Plan, the charges, types of calls You can make, messages You can send, data You can use and details of any other Services and other terms and conditions for which are set out in the Plan Price Guide for that Price Plan;
‘Renewing’,‘Renewal’ entering into a new Minimum Term in return for a benefit other than the supply of new Equipment at or after the expiry of Your existing Minimum Term (or at any other time with Our express consent);
‘Roaming’ using Your SIM Card to connect to another network whilst you are outside the UK;
‘Separate Payment Handling Charge’ the charge for the processing by us of payments made by means other than by direct debit or bank automated clearance system. The charge is applied according to how your last bill was paid. The charge for the Services remains the same, irrespective of the payment method used;
‘Service’ a service provided to you by us including the Price Plan Service and any Additional Service and Additional Commitment Service;
‘SIM Card’ the card or cards provided under this Agreement and used with Equipment to get Services;
‘Upgrading’, ‘Upgrade’ entering into a new Minimum Term in return for the supply of new Equipment (whether free of charge or on payment by You) at or after the expiry of Your existing Minimum Term (or at any other time with Our express consent);
‘UK’ the United Kingdom of Great Britain and Northern Ireland; ‘VAT’ value added tax at the prevailing rate;
‘Virus’ any manipulating program which modifies other programs and/or replicates itself;
‘Written Notice’ sending You either: (1) an electronic message to Your SIM Card which may contain a cross reference to Our website for further information; or (2) a letter to Your postal address; or (3) an email to the email address that You have registered with Us. Each will tell you that a change is going to happen and what that change is. Our website, letter or email will contain an explanation of why the change is happening and provide you with any relevant before and after information. For changes to Additional Services and Additional Commitment Services that are Content accessed through the Portal, unless We send You anything, by stating clearly on the Portal what change will be made to Content available there.