By using this website you agree to our terms and conditions as set out below.
We reserve the right to amend, update or change the offers or information on this website at anytime without prior notice.
Must be a minimum of 18years old, reside in the UK and hold a valid UK credit or debit card.
All prices displayed on this website will include the standard rate of VAT at 20% and delivery to a UK address. We reserve the right to change/update our prices and/or offers without any prior notice.
In the event of any human errors with our pricing, we will notify you accordingly and these will be amended and withdrawn.
Please feel free to contact us if you should have any queries regarding our pricing structure.
All credit/debit cards used for payments and orders processed on this website, will be verified using Barclays card processing services. Where a handset is advertised as free, a charge of £2.00 will be applied to your card and then refunded for on line security verification – This is to verify you are the registered card holder, living at the address you have submitted on the application, and that the card is not stolen. You can feel 100% safe when using this website and you may double click on the padlock at any time to check the certification of our SSL.
The padlock will appear in the bottom of your browser when you are visiting a secure page.
We accept the following credit or debit cards, Visa, MasterCard, Delta, Switch & Maestro. All payments are processed off line through our Barclays card processing system.
Card details must be in the applicants name and home address, as per the order submitted.
If for any reason the item you have ordered should be out of stock, we will endeavor to inform you within 24 hours, and let you know when the item will be back in stock.
Clearance Stock Explained:
Clearance or Reconditioned stock – This is stock that has been returned within the 14 day exchange period. These items are in no way defective although on rare occasions they will have developed very minor cosmetic marks (where the item has been removed from its original box etc). Each clearance handset also comes with a full year’s manufacturer’s warranty and will have been inspected by our inspection team for your piece of mind. We are therefore able to offer you even better deals on these items than are possible on brand new items.
Your goods will be sent to you at the home address provided during your application. These goods will be sent via 'Royal Mail Special Delivery' this is a next day, excluding weekends and public holidays, guaranteed and insured service from the Royal Mail. Goods can only be despatched to your home address for security reasons.
Guarantee and Warranty:
|Monday to Friday before 4.30pm
|Saturday & Sunday
All products supplied will come with a standard 12month manufacturer’s warranty. If your mobile phone should develop a fault within the first 14 days, simply send the phone back to us and we will replace it with exactly the same model. If you are returning a mobile phone for exchange you must return the full kit, so that we can exchange like for like. If any of the following items are missing from the kit you will incur the following charges:
Missing Charger £20
Missing Battery £30
Missing Phone Book Manual £10
Missing CD-ROM £15
Missing Data Cable £15
If your phone should develop a fault outside the first 28 days, the phone must be sent to the manufacturer for repair. The manufacturer will then attempt to repair or replace the phone. This will only take place when the phone is faulty as per warranty terms and conditions set out by the manufacturer. A list of repair centres that offer on site repairs normally within 24/48 hours is available upon request.
Your mobile phone contracts can be returned and cancelled within 7 days of receipt of the goods - Please note any handsets returned outside of 7 days cannot be disconnected.
All returns require an authorisation code, which can be obtained by calling 0800 822844 0800 822844
or 01159 599966 01159 599966
. Please note that unsolicited returns and/or used handsets will not be processed and will be returned to the contract holder. If there is an associated airtime agreement, you will remain liable to pay for the line rental until the unused phone and all other goods we supplied to you are received back by us in their original packaging.
You must return your mobile phone within 7 days of receipt if you are not entirely happy with it - Please note if we do not receive your handset within this time frame, we will not be able to disconnect it after this period - In order to receive your refund, and cancel any contract phones, we ask that you return the entire goods in the original condition with all the packaging, along with any free gifts and/or promotional items sent out with the order. The customer is fully responsible for the goods until we receive the goods back. If there is anything missing from the kit, or the goods are in anyway damaged, the customer will be charged accordingly.
Missing Charger £20
Missing Battery £30
Missing Phone Book Manual £10
Missing CD-ROM £15
Missing Data Cable £15
Missing Memory Card £15
Missing Mobile Phone sim free value
In the event that any of these items should be missing, fonehouse Group Ltd will deduct these amounts from your credit/debit card that you supplied when placing your order. You will be notified of any charges to your card before they are applied.
If you should return a phone to us we recommend you use ‘Royal Mail Special Delivery’ as this will insure your product up to £500 and should cost no more than £7. We cannot refund for items downloaded onto mobile phones or simcards such as ring tones, logos, games, or content which is lost due to faults or returning of products. We cannot make reimbursements for any loss of data, such as phone book or personal information that is stored on your mobile phone or simcard and subsequently lost due to a fault or request to return the product. We recommend you back up any data stored on your mobile phone as often as possible, so as to avoid such issues.
Mobile Phone airtime contract agreement:
All "pay monthly contract" phones ordered and purchased through this Website are subject to a 12, 18 or 24 month airtime contract. All contract connections are subject to status and acceptance by each mobile phone network. When buying a "pay monthly contract" mobile phone you are agreeing to be bound by the Terms & Conditions of the relevant mobile phone network that you are connecting to - these terms & conditions will be sent out with your phone. They can also be viewed on the relevant mobile phone networks’ websites. By placing your order with any mobile phone network you agree to the network or service provider carrying out a credit check prior to connection using the information supplied by yourself. Connections are subject to a credit check pass, if your credit check should be refused for any reason we will notify you.
Please note: All pay monthly contracts will initially be set up by direct debit, should you wish to change your monthly payment method, you should contact your mobile phone operator to do so. There is a Maximum purchase of 1 handset per customer.
Your contract includes a mandatory direct debit arrangement, where your monthly line rental and charges will be taken from your bank.
If you disconnect your mobile phone contract for any reason within 6 months of the initial bill, fonehouse Group Ltd may invoice you the minimum sum of £250 plus VAT per handset.
Network Commission Clawback
If fonehouse Group Ltd receives a commission clawback from the network for any reason due to disconnection or unpaid mobile phone bills, relating to your mobile phone contract. fonehouse Group Ltd will seek to recover the full losses incurred. We will write to you confirming the reason and the full amount of the clawback.
Changing Your Price Plan/Tariff:
The package and offers we provide are subject to mobile phones being connected to the relevant network, and connected to certain price plans. As such, there is a minimum term for which you must remain on the package or offer you have selected.
Recommend a Friend - Earn £25!
Recommend a friend to fonehouse.co.uk and receive a £25 cheque for each successful applicant that signs up on a pay monthly contract. There is no upward limit to how many recommendations that can be submitted.
- You must have previously ordered from fonehouse.co.uk
- Your friend must NOT have ordered from fonehouse.co.uk before.
- You must include (name, order number) of your fonehouse.co.uk order.
- You must include full name of your friend and must have permission from that friend to recommend them.
- You will only receive payment from fonehouse.co.uk if your friend enters into a 12/18/24 month mobile phone contract and does not return the phone to us.
- You must have recommended the friend before they place an order with fonehouse.co.uk
- You will receive payment within 120 days after connection of the friend’s order, via cheque.
- Payment is subject to fonehouse.co.uk terms & conditions.
Once your friend has bought their phone (and not returned it within the 7 day money back period), and when they have been verified we will then send your £25 cheque to you 120 days after your friend’s connection date. Automatic Cash Backs are paid directly into your account by BACS.
Automatic Cashback Terms:
This payment is processed automatically approximately 120 days after your handset is connected. There is no need to submit a redemption claim and no claim forms are required.
Automatic Free Line Rental & Automatic Half Price Line Rental Offer:
There is no need to submit a redemption claim and no claim forms are required.
You will receive your mobile phone bills each month for the full advertised monthly cost, which you are required to pay.
The payment you will receive is the equivalent amount of either free line rental or half price line rental.
Example: Your Plan 900 £35pm with 5 months free line rental has a cashback value of 5 x £35 = £175.
You will automatically receive a payment from fonehouse for £175 approximately 120 days after connection.
Sim Only 1 month free offer Terms & Claim Process:
1 month free promotion is offered directly from fonehouse and is by redemption.
At fonehouse we believe in great, simple service for all of our customers.
Once you have received your 2nd bill for your new Sim Only deal, simply follow any one of the options below to claim your 1 month free.
1, Send a copy of your 2nd bill to:
fonehouse - Genoa House, Juniper Drive, London, SW18 1FY
2, Fax a copy of your 2nd bill to: 08715 289267 08715 289267
3, Scan and email a copy of your 2nd bill to: email@example.com
4, Call us on 0800 822844 0800 822844
or 01159 599966 01159 599966
Claims must be submitted within 120 days of the date on your 2nd bill.
Once your claim has been received and processed, you will receive your cheque within 14 days.
Free Gifts: Such as Nintendo Wii, & Sony PSP, Xbox 360, Sony PS3 specified on your order will be sent 14 days after placing your order. If you are an existing customer these gifts will be sent out after 7 days.
In order to qualify for any of our free gifts you must:
- Not return the phone within the 7 day money back period.
Text Marketing Terms and Conditions
1. All text messages are to offer the option to ‘opt out’ of any further Text Marketing by responding with the word STOP at the end of the message.
2. Subscribers who request an opt out from receiving future text messages will have their number placed on a ‘Blacklist’ to ensure future Marketing messages are not sent to their number, Subscribers can of course opt to have their number removed from all our records by Contacting us on firstname.lastname@example.org
but this will remove our ability to ‘Blacklist’ their number.
3. Any marketing offer whether made directly or implied are made with reasonable care Offers or orders will only be accepted or completed at the sole discretion of fonehouse Group Limited following certain identity, credit or other checks and if applicable approval from the relevant Mobile Phone Network . In expressing an interest in the offer or making an order the Subscriber agrees that we can use their personal information to carry out such checks.
Loyalty top up:
For each fully paid and successful top up of minimum value £5 from qualifying
fonehouse locations a loyalty card and/or stamp will be issued.
When 9 stamps have been collected on any single top up card for the same mobile
number, a free £5 top up will be issued to the bearer of that card when the fully
stamped card is returned to fonehouse. The redemption of the free top up does not qualify for a stamp.
The card remains the property of fonehouse at all times.
Fonehouse reserve the right to alter, amend and cancel the scheme without notice.
Fonehouse reverse the right to request proof of top up from a customer presenting a stamped card either for redemption or further stamps.
Cannot be used in conjunction with any other offers.
No cash alternative.
Not for resale.
By pressing on submit you agree to allow us to contact you by telephone or other electronic means of communication. This competition is open to entrants from the UK only. You must fill out the questionnaire to enter.
No purchase necessary.
• The competition will run as advertised
• The prize will be as advertised
• To qualify for the competition, individuals will need to fill in the competition entry form.
• Only one entry per person
• The draw for the winner will take place after the competition has finished.
• The winner of the competition may need to visit a Fonehouse store (location to be decided by Fonehouse Group Ltd dependent on location and current activity) to pick up their prize.
• The prize must be collected within 28 days of the winner being announced.
• Winners must confirm/announce wining the prize on their facebook/twitter walls
• Handset may be network locked.
• The Prize cannot be exchanged for cash.
• Fonehouse reserve the right to withdraw the competition or disqualify entrants for breach of the above terms.All text messages are to offer the option to ‘opt out’ of any further Text Marketing by responding with the word STOP at the end of the message.
To receive a £20 voucher you must register your details on the fonehouse competition page form and vote for fonehouse as best high street retailer in the whatmobile awards on page 12 of the what mobile awards surveymonkey form. £20 voucher can be redeemed against an upfront cost when purchasing any device on a 24 month contract on www.fonehouse.co.uk
. If there is no upfront cost the difference will be paid via cashback after the first billing date. Voucher must be used within 28 days of receipt. Voucher cannot be used in conjunctions with affiliates or any other promotional offer.
Gadget Helpline Terms and Conditions for Direct Debit customers
Gadget Helpline is a trading name of TMTI Limited. Subscribers will receive a welcome email or letter including instructions on how to access the support services. In all cases, the first thirty days of Gadget Helpline support are free of charge. Subsequently, all payments will be collected by TMTI Limited either using Direct Debit in which case collections will be made every six months in advance beginning at the end of the thirty-day free period or by credit/debit card in which case collection will be for a year’s subscription in advance.
Although EU Legislation provides a statutory minimum cancellation period of 14 calendar days from set-up for ‘distance contracts’, the Gadget Helpline support service may be cancelled at any time during the 30-day free period prior to the first payment being collected at no charge. Any cancellation requests must be made either by using the website gadgethelpline.com and clicking Cancellations, by email to email@example.com , or in writing to: Gadget Helpline, TMTI Limited, Corsley Heath, Warminster, Wiltshire, BA12 7PL.
Please ensure you quote the subscriber name, address and any reference number in your communication. Any cancellations made following the collection of the first payment will carry a minimum administration fee of £5.00.
The Gadget Helpline support service will remain available to the subscriber and other members of the subscriber’s household between the hours of 09:00 – 18:00 Monday to Friday (excluding Public Holidays) and 10:00 – 18:00 Saturday whilst payments are being correctly maintained and paid.
Calls to the 0844 numbers published in relation to the Service are charged at 5p per minute at all times from BT landlines and may incur a connection fee but charges may vary from other networks and mobile operators. Calls to 0344 or 0333 numbers published in relation to administration queries are charged at a rate equivalent to normal Geographic (01, 02, and so on) numbers.
TMTI Limited will use its reasonable endeavours to resolve support issues raised by our customers in relations to Gadgets they may own. Gadgets are defined as the following:
MP3 players, flat screen TVs, DVD players, games consoles, satellite receivers, digital cameras, video cameras, mobile phones, Bluetooth headsets, computer printers and scanners, satellite navigation devices, fax machines, answering machines, home audio systems and PCs (initial out of the box support only). All items must have been purchased new within 3 years.
Items that do not fall within the definition of Gadgets for the purpose of this service are:
Apple Mac’s, computer software, musical instruments, white goods (e.g. fridges freezers dishwashers, etc.), kitchen electrical products (e.g. microwaves, ovens, cookers, mixers, kettles blenders, etc.), domestic appliances (e.g. washing machines, vacuum cleaners, irons etc.). The customer will appreciate that this list is not exhaustive and TMTI Limited will endeavour to support customers’ needs as they arise.
TMTI Limited reserves the right to determine whether or not an item falls within the definition of a Gadget for the purposes of this service and to apply a ‘reasonable use’ policy at their sole discretion where it may be necessary to maintain service levels.
Remote Access support
From time to time it may be necessary for the Gadget Helpline to access a customer’s device remotely in order to diagnose a problem and/or deliver a support solution, TMTI Limited will interact directly with the device using third party remote-access software. Customers of the Gadget Helpline consent to this remote access being used on their device unless consent is expressly refused. Devices accessed remotely must be the personal property of the customer and not that of an employer or Public Authority; by allowing the remote access service to be deployed, customers confirm that this is the case.
TMTI Limited will use reasonable endeavours to avoid any unintended outcomes or loss of data; however, the avoidance of events resulting in loss of data or software cannot be guaranteed. Users should ensure that appropriate Firewall and Virus Protection safeguards are in place on the device to be supported by the remote-access service and back up all important data and software in advance of any remote-access support so that any accidental loss can be retrieved. Users of the remote-access service acknowledge that actual hardware faults and certain software or other issues are likely to be beyond the scope of the service.
Users of this Remote Access service must be 18 years of age or over.
Valid software licenses for all appropriate operating systems and applications must be correctly in place at the time of using this service. By using this service, users confirm that all such necessary software licenses are correctly in place.
During the remote-access diagnosis and/or problem-resolution we may record the session’s telephone call and device activity for training and quality-monitoring purposes.
TMTI Limited does not give or imply any warranty or any other assurance as to the operation, quality or functionality of the service. Access to the service may be interrupted restricted or delayed for any reason. TMTI Limited does not give or imply any warranty or other assurances as to the content of the advice given by their representatives, its accuracy, completeness, timelessness or fitness for any particular purpose. To the full extent permissible by law, TMTI Limited disclaims all responsibility for any damage or losses (including without limitation financial loss, damages for loss in business projects, loss of profits or other consequential losses) arising in contract, tort or otherwise from the use of or any action or decision taken as a result of using the Gadget Helpline support service.
Choosing the Gadget Helpline support service constitutes acceptance of these Terms and Conditions.
Full terms can be seen at: http://blog.gadgethelpline.com/terms
*excludes white goods
EE Terms and conditions.
The legal terms You need to know about Your pay monthly mobile communications service. Version 03 for customers joining or upgrading from 1st October 2015.
Here’s a brief summary of some key points which We’d like to draw to Your attention. They’re a useful guide to the Agreement but aren’t part of it. You should still refer to the terms and conditions below.
1. Our Network:
You can use Our Network to make and receive calls (including internet phone calls known as VoIP) and texts and use the internet over 2G and 3G. If You have 4G compatible Equipment and a compatible Price Plan, You can also use Our 4G Network. We will try to provide a high-quality Network to You at all times. However, We cannot guarantee that We will always be able to provide Network coverage. You need to check the coverage You might get before buying the Services on Our coverage checker, which can be found on Our website (ee.co.uk/coverage). The availability and quality of the Services are affected by a number of things such as the number of people using the Network and Your location (see points 4.1 and 4.2 of the terms and conditions).
You may get Equipment from Us for free or for an upfront cost when You take out a Price Plan, or You may be able to take out a Finance agreement to purchase Equipment from Us. Unless We tell You otherwise We will own any Equipment provided to You by Us for the first six months of the Minimum Term (see point 10.1). If You take out a Price Plan via a third party who is not EE and get Equipment from that third party when You take out the Price Plan, that third party may own any Equipment provided to You by them for the first six months of the Minimum Term (see point 10.2). During this time You will be required to take all reasonable care with the Equipment and keep it in good condition as if You owned it (see point 10.3.2). During that 6 month time period You must not give or sell the Equipment to anyone else without our prior written consent (see point 10.3.1). We will collect network data and Equipment details (using software installed on the Equipment) in order to Disable the Equipment in certain instances of fraud or non-payment occurring in the first 6 months (see points 11.1, 11.2 and 11.3). If You get Equipment from Us under a Finance agreement, You will own the Equipment from the moment of purchase (see point 10.1). You will have to enter into a separate Finance agreement and other terms will also apply to You.
Any Equipment that We provide to You will be locked to Our Network. It may not be possible to unlock it. If it can be unlocked We may charge You (see point 10.5 of the terms and conditions).
4. Minimum Term.
You will have to agree to stay with Us for a minimum period of time which We call the Minimum Term. This Minimum Term will be agreed with You and You will have to pay a regular monthly charge for this which We call the Monthly Charge. You can find details of Your Monthly Charge, Charges for Additional Services and all other Charges in Our Plan Price Guide and Non-Standard Price Guide which can be found on Our website.
5. Upgrades and Renewals.
We want Our customers to stay with Us, but We don’t have to provide You with an Upgrade or Renewal. If You accept an Upgrade or Renewal then a new Minimum Term will be agreed with You and You will have to pay the Monthly Charge for the rest of the new Minimum Term (see points 2.5, 2.6 and 2.8 of the terms and conditions).
6. Annual Price Increase.
Your Price Plan Charge includes an increase by the annual percentage increase in the Retail Price Index (RPI). We will do this so the price increase takes effect in March of each year (see point 7 of the terms and conditions).
7. Changing the Terms and Charges.
We may change the terms and conditions or the Services. If We do make these changes, We’ll give You Written Notice when We can before the change takes effect (see points 7 and 12.1 of the terms and conditions). We may also increase or decrease Our prices. Your Price Plan Charge will go up by RPI during Your Minimum Term. You agree that We can change these Terms and Charges without obtaining Your express consent to vary the Agreement providing We comply with the procedure in point 12. Some of the price increases may give You the right to leave the Agreement without paying a Cancellation Charge (see point 8.4 of the terms and conditions).
8. Ending this Agreement.
You can phone Us and give 30 days’ notice to end this Agreement. Unless We tell You otherwise You will have to pay a charge for ending the Agreement before the end of the Minimum Term which We call the Cancellation Charge. The Cancellation Charge is the total of the Monthly Charges for the remainder of the Minimum Term, less any discount You are entitled to. If You end this Agreement after the end of the Minimum Term You will have to pay Charges during the 30 days’ notice period (see points 8.1, 8.2 and 8.3 of the terms and conditions).
9. Breaking this Agreement
There are instances in which, because of something You do or do not do, We can suspend or disconnect You from the Services and/or end this Agreement. You may have to pay Us a Cancellation Charge as a result (see point 6.3 of the terms and conditions).
We will make a bill available to You each month. This may be by post or electronically, at Our choosing. You will need to pay it by the date set out on it to ensure continued access to the Service. It is Your responsibility to contact Us if You are unable to access a bill sent electronically (see points 5.5.3 and 6.2.2 of the terms and conditions).
11. Lost or Stolen Equipment.
You must call customer services as soon as You realise that the Equipment and/or or a SIM Card has been lost or stolen, become infected by a Virus or used by an unauthorised third party. You will have to pay for any Charges incurred on Your Account before You told Us (see points 5.14, 13.8 and 13.9 of the terms and conditions).
12. Credit Limits.
We can set and change credit limits for Charges. If You go over Your credit limit, Your Service may be suspended (see points 5.4 and 6.1.2 of the terms and conditions).
13. Our liability to You.
There are certain circumstances in which Our liability to You is limited or excluded (see point 13 of the terms and conditions).
14. Your Information.
15.These key points.
Remember that We’ve set out some of the key points of the Agreement between You and Us. They aren’t a substitute for what the main Agreement says, and if there’s a clash between what the main Agreement and what these key points say, then what the Agreement says is right. If You would prefer the terms and conditions in large print, on disk, or in braille, please call Our customer services team, whose details can be found on Our website.
The full terms of your pay monthly Agreement
This Agreement is made up of four different sections:
- • ‘Services’ that covers the Services We provide You with;
- • ‘Equipment’ that covers any Equipment We provide You with;
- • ‘General’ that relates to both the Services and the Equipment; and
- • the Plan Price Guide and Non Standard Price Guide that together set out the Charges.
When We use these words in any of the sections they have the following meanings:
‘Account’ together Your Monthly Account and any Pay as You Go Account that You may have with Us;
‘Additional Commitment Service’ 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;
‘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;
‘Age Restricted Services’ any Services which You need to be over a certain age to use;
‘Agreement’ this agreement, made up of (1) the Services section; (2) the Equipment section; (3) the General section and (4) the Plan Price Guide and Non Standard Price Guide booklets of Charges referred to throughout;
‘Allowance’ the amount and type of Services comprised of Units and which Services may be provided as part of Your Price Plan Services, any Additional Service or Additional Commitment Service;
‘Blacklist’ a list held in common by the UK mobile networks on which details of Equipment are placed with the effect that such Equipment can no longer be used on any UK mobile network, including Ours, except for making emergency calls;
‘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, an Additional Commitment Service and/or any other additional charge including by way of example the Separate Payment Handling Charge, the Cancellation Charge and the Additional Commitment Service Cancellation Charge;
‘Consumer’ a real person entering into the Agreement and/or using the Services for purposes outside his/her business;
‘Content’ apps and/or other digital services We offer information whether textual, visual, audio or otherwise, appearing on or available through the internet and/or Services;
‘Disable’ to take steps remotely so that the Equipment can no longer be used (1) on any mobile network (except for making emergency calls); (2) to connect to WiFi; and (3) to access any digital content of any kind on the Equipment, for example apps, photos, contacts;
‘Disconnect’ or ‘Disconnection’ Us stopping Your access to the Services;
‘Equipment’ any phone, tablet, dongle or other internet enabled device compatible with Our Network that You use to access the Services at any time;
‘Finance agreement’ credit provided under a credit agreement regulated under the Consumer Credit Act 1974, as amended;
‘Group Companies’ EE Limited Group which includes EE Limited, its subsidiaries and any parent undertakings;
‘GSM Gateway’ a device which uses one or more SIM Cards and allows the Services to route or re-route to or 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;
‘PAC’ a Porting Authorisation Code that enables You to migrate Your telephone number to an alternative mobile network provider;
‘Pay As You Go Account’ the account in which We record Your credits and Charges for Services paid for in advance (for customers whose Price Plan allows) apart from the Monthly Charge;
‘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’ the booklet of Charges which are part of Your Price Plan which can be found on Our website;
‘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 as detailed in Your Price Guide;
‘Price Plan Charge’ the charge for the Price Plan Service, which comprises the Monthly Charge for the Price Plan;
‘Price Plan Service’ the inclusive Services 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’ or ‘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’ Your SIM Card connecting to a non-UK network;
‘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;
‘Suspend’ or ‘Suspension’ Us temporarily stopping Your access to the Services;
‘UK’ the United Kingdom of Great Britain and Northern Ireland;
‘Unit’ a voice Unit, text Unit or data Unit. On use, each voice Unit may be automatically converted to one minute of a phone call, each text Unit may be automatically converted to one text sent, and each data Unit may be automatically converted to one Kilobyte;
‘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);
‘VAT’ value added tax at the prevailing rate;
‘Virus’ any manipulating program which modifies other programs and/or replicates itself;
‘Wi-Fi’ the local area wireless technology, whether provided by EE or otherwise, that allows compatible Equipment to connect to a local network which may then enable You to gain access to the internet;
‘Written Notice’ sending You either: (1) an electronic message to Your SIM Card and/or Equipment 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 theemail 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 Our apps or other internet-based platforms, unless We send You anything, We’ll state clearly on the app or internet-based platform what change will be made to Content available there; and
‘You’ and ‘Your’ the customer who is a party to this Agreement.
A – Services
This section applies to the Services We provide You with.
2. Minimum Term
2.1 This Agreement starts when We accept Your request for Services. If We decide You need to pass a credit check as set out in point 5.12, this Agreement won’t start until You pass the credit check. We may use the information You provide Us to help Us make a credit decision before this Agreement starts. We will open an Account in Your name and apply Charges to it.
2.2 If We reject Your request but You incur Charges, We can recover those Charges from You.
2.3 We will connect You to the Services as soon as We can.
2.4. At the end of the Minimum Term this Agreement will continue until terminated as described either under point 6 or point 8 below.
2.5 If You are Renewing or Upgrading the following terms apply to You:
2.5.1 unless We agree otherwise, a new Minimum Term will apply. Once that Minimum Term is over this Agreement will continue until terminated as described either under point 6 or point 8 below;
2.5.2 Your new Minimum Term will start from the date that We process Your Upgrade or Renewal.
2.6 We don’t have to provide You with a Renewal or Upgrade.
2.7 We don’t have to allow You to change Price Plan. We may allow You to change Price Plan after the Minimum Term. We may move You at Our discretion to an equivalent or lower Price Plan at any time. We may do this as an alternative to Our right to suspend and/or disconnect the Services in accordance with points 6.1 or 6.2.
2.8 If You already have an Account with Us, any additional SIM Card that You request will be added to that Account. For the avoidance of doubt, if You have more than one SIM Card, each SIM Card may provide You with Services which are subject to a separate Minimum Term and therefore Agreement, with Us. As a result, the Minimum Term that applies to each SIM Card may not begin and end at the same time.
3. SIM Cards
3.1 The following terms apply to SIM Cards:
3.1.1 if a SIM Card is lost, stolen or damaged, You should call customer services for a new one (see point 5.7). We may charge for a replacement;
3.1.2 We own the SIM Card and license You to use the telephone (or “phone”) number associated with it. The phone number is licensed by OFCOM. You can only use a SIM Card to use the Services;
3.1.3 We can change a SIM Card’s phone number(s) if We have a good reason, for instance, a legal reason or where We are required to do so by OFCOM or any other regulatory body. We will endeavour to give You 30 days’ Written Notice if We have to do this. The new phone number will apply to Your SIM Card once any notice period that We are able to give You has run out;
3.1.4 We reserve the right to recall any SIM Card from You at any time to enhance or maintain the quality of the Services or Equipment.
4. Our Services Network and access to Services
4.1 At any time Our Network comprises lots of different types of technologies. The Services are made available provided You are in range of base stations forming part of the relevant technological Network when trying to use any particular Service. For example, You can only use 3G Services when You are in range of a 3G base station and You can only use 4G Services when You are in range of a 4G base station (which may only be available in certain geographical areas). You may have to connect to a particular Price Plan and/or use particular Equipment to gain access to certain Services. You should check Your coverage using the coverage checker on Our website before requesting the Services. Any coverage maps are Our best estimate of Our outdoor coverage but not a guarantee of service coverage which may vary from place to place.
4.2 You may use the Services to contact the emergency services for free by calling 999 or 112 (or by sending an SMS to 999 if You are registered to contact emergency services by SMS) provided You are in range of a base station forming part of Our Network. If You are not within range of one of Our base stations, or if Our base station is not transmitting for any reason, the Equipment may try to use another mobile network to connect Your call to the emergency services. Depending on the Equipment You use, Your approximate location (using Network, global positioning satellite network information and Wi-Fi data) may be provided to the emergency services via functionality built into the Equipment. See Your Price Plan terms and conditions for any other restrictions on access to emergency services.
4.3 We will always try to make the Services available to You, using the reasonable skill and care that would be expected of a competent mobile communications provider, but sometimes they may be unavailable as a result of, or be affected by:
4.3.1 things like the weather and faults in other networks;
4.3.2 the number of people using the Network or maintenance requirements of the Network including (but not only) re-positioning and/or decommissioning of base stations;
4.3.3 Your location when using the Services. For example, coverage is affected if You are indoors and/or by the thickness of the walls; or
4.3.4 the country You use the Services in. Some overseas networks do not provide the same coverage as in the UK. You also may not be able to use some of the Services when You are Roaming.
4.4 Where there is disruption to the Network (including disruption described at point 6.1.1) You must let Us know by calling Us. We’ll investigate and take steps to resolve the disruption reported.
4.5 We would pro-rate your Monthly Charges or other recurring Charges by up to 100% during a reported period of Network disruption where:
4.5.1 the disruption reported impacts the parts of the Network and the Services You most frequently use; and
4.5.2 the disruption is considered to be severe based on Your previous usage history and Our reasonable assessment of the impact of that disruption on You, using appropriate diagnostics tools; and
4.5.3 an alternative mode of accessing the disrupted Services is unavailable to You.
4.6 We reserve the right to manage Your use of Our Network in order to protect it for the use of all of Our customers. We may therefore apply traffic management controls from time to time. Details of Our current policy are on Our website.
Use of Services (Things You must not do with the Services)
4.7 The Services are made available provided that You also comply with the following conditions, which are a fundamental part of this Agreement between You and Us:
4.7.1 the Services are not used for anything unlawful, immoral or improper. Without limiting the foregoing, We will decide that the Services are being used improperly if You call and/or text more than 300 different numbers in a month;
4.7.2 the Services are not used to make offensive or nuisance communications in whatever form, or to make or receive reverse charge calls;
4.7.3 the Services are only used with Equipment authorised for use with the Network and all relevant laws and rules are followed;
4.7.4 the Services are not used to send, receive, upload, download or otherwise facilitate any material which is offensive, indecent, defamatory, of a menacing nature, a nuisance, a breach of privacy, an infringement of copyright or any other intellectual property right or otherwise unlawful;
4.7.5 the Services are not used to access or use Content in a way that infringes the rights of others;
4.7.6 the Services are not used otherwise than in accordance with Our and any other networks’ policies for acceptable use, and (if appropriate) any relevant internet standards;
4.7.7 You give Us information We reasonably ask for;
4.7.8 all reasonable instructions We give You are followed;
4.7.9 You comply with any fair use policy applicable to Your use of the Services and if You are in breach of that policy You comply with any reasonable instructions that We issue to You to enable You to remedy that breach and to continue to use the Services;
4.7.10 You must not operate, without obtaining prior written consent from EE, whether directly or through a third party, any device to route or re-route voice, data or other Services on, from or to the Network a GSM Gateway, commonly known as a ‘SIM box’
4.7.11 You must not operate, without obtaining prior written consent from EE, whether directly or through a third party, any device to route or re-route voice, data or other Services on, from or to the Network a GSM Gateway, commonly known a, including but not limited to:
184.108.40.206 a device used to forward or divert Services with the intention of reducing Your Charges for that call; or
220.127.116.11 illegal repeaters (a device to boost coverage which is unlicensed and used without Our express prior written consent);
4.7.12 You must not use the Services for any fraudulent or other unlawful purpose, whether You’re acting alone or in collusion with anyone else. You are not permitted to use the Services, whether manually or automatically, so as to retain any direct financial gain, revenue share or benefit in kind, in return for your use of the Service, including where Your financial gain has derived from the termination charge payable by EE for calls on its Network;
4.7.13 You must not sell, or attempt to sell, or otherwise provide commercial services using Our Network to any third party without Our express prior written consent;
4.7.14 You, or anyone who uses Your SIM Card, must not damage the Network or put the Network at risk, or abuse or threaten Our staff;
4.7.15 any information You give to Us, on which We may rely in making decisions concerning the provision of Services under this Agreement, must be true at the time You give it;
4.7.16 You must give Us any deposit or extra deposit that We ask for;
4.7.17 You comply with any requirement of Ours to set up an online account for billing purposes (see point 5.5.3); and
4.7.18 You must not access any Age Restricted Services unless You are older than the required age. If You are allowed to access Age Restricted Services, You must not show or send content from the Age Restricted Services to anyone younger than the specified age.
4.8 By using the Services You consent to Us copying and/or modifying images or information You have created where such copying and/or modification is carried out for the purposes of transmission. This also applies where You use the our apps or internet-based platforms.
Services near a border/outside UK
4.9 If You access the Services on or near the border of the Network and the network of any third party, You agree that You may not be able to access the Network but may instead be connected to the network of one of Our Roaming partners. Calls that You make will then be charged as if You were Roaming and those calls will not come out of any Allowance (unless the relevant Plan Price Guide states otherwise).
4.10 Allowances which include (or Charges which are for) calling a UK mobile number will exclude calls to networks in the Isle of Man and the Channel Islands. Calls to customers of certain UK mobile networks may also be excluded. Please refer to Our Non Standard Price Guide for details.
4.11 We’ll use Our reasonable efforts to make commercial arrangements to enable You to access other networks so that You can use the Services whilst Roaming. We can’t guarantee the quality and coverage that any other network may provide. Additional Charges for Roaming are set out in Our Non Standard Price Guide. You may have to ask Us to set up Your Account for Roaming.
4.12 We will allocate You a phone number to use with the Equipment on the Network. The phone number is licensed to Us by OFCOM. You may also use a phone number transferred to Us from another mobile network operator. You may be able to take the phone number with You when You leave Our Network. If so, We will transfer the phone number to or from Our Network. If there is a delay or something goes wrong with the transfer We will compensate You. Please see Our website for more information on transferring a phone number.
5. What and how You pay
Information about Charges
5.1 Our Charges are set out in Our booklets of charges, called Plan Price Guide and Non Standard Price Guide. We update these booklets from time to time. You can obtain up to date copies by referring to Our website or calling customer services.
5.2 All Our Charges are exclusive of VAT. You shall pay an amount inclusive of any VAT.
5.3 You may pay Charges in two different ways. You will pay for certain Services as a Monthly Account and You may pay for other Services as a Pay As You Go Account.
5.4 We may set and change credit limits for Charges. We can suspend Your access to the Services if Your limit is exceeded. Charges are not capped by any limit We set as some Charges, for example international and Roaming call charges, may not be recorded against Your Account immediately, and the Charges incurred could therefore exceed Your credit limit before Your Account is suspended under point 6.1.2.
5.5 Monthly Account
5.5.1 We will make the bill for Your Monthly Account available to You every month by a method of Our choosing, currently post or electronic means. You must pay Your bill by the date set out on it, whether or not Your Allowance is consumed by You or by another person, with or without Your permission. If You haven’t used all of the Allowance by the time We bill You, it will expire and Your Allowance will then start again on each monthly bill date. On Your bill, We’ll include the “per Unit” cost for Your Allowance to help You understand the value You’re getting from Your Price Plan. Additional Services and Additional Commitment Services may be charged in arrears or in advance, as set out in Our Non Standard Price Guide. Other Charges are for the month just passed and any earlier time if not previously charged for.
5.5.2 If You receive Your bill by post, We will make the bill available to You by sending the bill to the postal address that You registered with Us when You joined or, if You have notified Us of a change in postal address, to that new postal address.
5.5.3 If You receive Your bill electronically, We will make the bill available to You through an online account. It’s Your responsibility to set up Your online account. Your online account will tell You the date that Your bill is to be made available to You each month. In addition to this, You can ask Us to send You a monthly notification that Your bill is ready to be viewed. That notification may be by sending a message to Your SIM Card or by sending an email to the email address that You provide.
5.5.4 If You have not paid all or part of Your bill by the date set out on it You may have to pay a late payment Charge. We won’t ask You to pay this Charge if You make a part payment as described in point 5.6.2 below. You will also have to pay the reasonable costs (including debt collection agency costs) of collecting any late payment from You.
5.5.5 You may have to pay additional Charges, the amount of which is set out in Our Non Standard Price Guide, for example: the Separate Payment Handling Charge; or the Charge to reconnect You to the Services (see point 6.5); or the Charge for a paper or paper itemised bill; or the Charge if You try to pay Your bill and that payment fails (see point 5.5.4).
5.5.6 Any discount on a Monthly Charge, an Additional Charge or an Additional Commitment Service Charge We give You will end on the earlier of one of the following events:
18.104.22.168 when the period for which the discount was advertised comes to an end (e.g. a discount for the first 6 months of Your Price Plan only); or
22.214.171.124 when Your Minimum Term comes to an end; or
126.96.36.199 when We provide You with a Renewal or Upgrade; or
188.8.131.52 where You have a Monthly Charge discount because You have another agreement with Us (for example a home broadband agreement or an additional SIM Card) the discount will be removed when You terminate either this Agreement or the agreement for that other service.
5.6 Pay As You Go Account
5.6.1 We may allow You to pay for some Services in advance on a pay as you go basis. When You top up with pay as you go credit, We will apply credits to Your Pay As You Go Account, and deduct Charges from that credit for those Services You pay for using this Account. We will deduct Charges from that credit at the rates set out in Your Price Plan Guide or the Non Standard Price Guide but in accordance with these Pay As You Go Account conditions.
5.6.2 We reserve the right to use credit balances from Your Pay As You Go Account to offset any amount You may owe Us for Services You pay in arrears. Pay as you go balances will only be applied against Your Monthly Account where Your Monthly Account is put into suspension for non-payment, or in accordance with point 5.8.
5.6.3 As Charges are incurred they will be deducted from amounts credited against Your Pay As You Go Account. Charges are deducted at the time that You use a Service for which there is a Charge. If You have selected Additional Services or Additional Commitment Services with a periodic service Charge, the Charge will be deducted at the time(s) and for the period(s) set out in Our Non Standard Price Guide. You are responsible for all Charges correctly deducted in accordance with this point 5.6.3.
5.6.4 If, at the time We attempt to deduct a periodic Charge from Your Pay As You Go Account, You do not have enough credit on Your Pay As You Go Account to pay that Charge, that Charge will fail and You will not be able to use the Service for which We were attempting to Charge You.
5.6.5 When all credits on Your Pay As You Go Account have been used You will not be able to make further use of those Services which You have chosen to pay for as you go until a further sufficient credit is made to Your Pay As You Go Account. In these circumstances You will still be able to use those Services for which unused Allowances apply. You will also be able to make calls to the emergency services and to Us whilst Your SIM Card is connected to the Network. You may still receive calls and text messages (except for any reverse billed Services) whilst Your SIM Card is connected to the Network.
5.6.6 You must also have sufficient credit on Your Pay As You Go Account to enable You to make a call of one minute’s duration, to send (or receive) the Service in question or to send or receive a minimum of 24 kilobytes of data. Minimum balances reserved for the first Service activated will not be available for any subsequently activated yet concurrently used Service. Services used simultaneously will be charged for simultaneously. We will not pay interest on top up credit held on Your Pay As You Go Account.
5.6.7 We will not refund pay as you go credit in any circumstances except as set out in point 8.5 below.
5.7 You are responsible for all Charges applied to Your Account, except Charges applied after You called customer services to advise Us that:
5.7.1 Your SIM Card has been lost or stolen (see point 3.1.1); or
5.7.2 the Equipment and/or Service has been used by an unauthorised third party (see point 9.5); or
5.7.3 the Equipment has been infiltrated by a Virus (see point 13.8).
5.8 We can change Payment Terms for any good reason, for instance, if You do not pay a bill by the date set out on it.
5.9 You shall be required to pay a deposit (or an extra deposit) as security for the Charges if We have a good reason to require it, for example, if We raise Your credit limit. We can keep the deposit until the Agreement ends. We will return it when You pay Us everything You owe. We will not pay interest on deposits. We can use Your deposit to pay what You owe except where You have followed the process for disputed Charges outlined at point 6.6 below. If You don’t pay the undisputed amount by the date of Your bill or tell Us not to use any deposit to pay the disputed amount, then We will use any deposit and/or any pay as You go credit balance to pay the disputed sum.
5.10 Charges for Services You have used may be applied against Your applicable Allowance(s) on the date that We process them, which may be later than the date that You used those Services, and may be applied against Your next periodic Allowance.
5.11 Charges for calls and messages to certain numbers outside of those permitted in Your Allowance, such as premium rate numbers or non-geographic numbers, are set out in the Non Standard Price Guide.
5.12 We may use credit reference agencies to help Us verify Your identity, make credit decisions or for fraud protection. You agree that We may register information about You and the conduct of Your Account with any credit reference agency or CIFAS (the UK’s fraud prevention service). For the purpose of fraud prevention and credit management, information about You and the conduct of Your Account may be disclosed to financial institutions and other companies. Such information may also be passed to debt collection agencies for debt collection purposes. Sometimes if there is insufficient information to enable Us to make a credit decision, We, and Our credit reference agencies, may also use information about other people financially linked to You (such as spouses, partners, family members, household members).
5.13 You may be able to use the Service to buy goods and/or services from third parties. You may be able to pay for that through Your Monthly Account or Your Pay As You Go Account. It is Your decision whether or not to enter into a legal relationship with that third party, who You may not have heard of or bought from before. If You do buy from a third party using the Service, unless We say otherwise, You will have a direct relationship with that third party even if You pay for the goods and/or services with Your Account. As We will not be a party to that agreement between You and that third party, We won’t be in any way responsible for any loss or damage You may suffer because of Your contract with that third party
5.14 If the SIM Card and/or the Equipment is lost, stolen or damaged You will be responsible for any Charges incurred until You have informed Us of the loss.
5.15 By entering into this Agreement You authorise the end users on Your Account to incur Charges without prior permission from You. Please see Our Plan Price Guide and Non Standard Price Guide for a list of Charges and Services which end users can add to Your Account without prior permission from You.
6. When We may Suspend, Disconnect or terminate the Services
6.1 We may Suspend the Services without warning if:
6.1.1 the Network breaks down or needs maintenance. We will try to make sure this does not happen often; or
6.1.2 Your credit limit is exceeded (see point 5.4); or
6.1.3 We reasonably believe there is fraudulent use of a payment card in relation to Your Account.
6.2 We may Suspend and/or Disconnect the Services and/or terminate the Agreement without warning if:
6.2.1 You or anyone who uses Your SIM Card and/or the Equipment does not keep to the conditions of this Agreement or any other Agreement with Us or Our Group Companies;
6.2.2 You don’t pay any bill by the date set out on it;
6.2.3 You fail to comply with any of the points in point 4.7;
6.2.4 any step is taken to make any kind of arrangement that would compromise Your liability to pay Your debts; or (A) if You are an individual and You are unable to pay Your debts or if any step is taken to make You bankrupt; or (B) if You are a company or other organisation and You become unable to pay Your debts (within the meaning of section 123 of the Insolvency Act 1986) or any step is taken to appoint an administrator, liquidator (for a reason other than solvent reorganisation), or receiver over You or any of Your assets. We can also terminate this Agreement if something similar (in any country) happens or if We think any of these things may happen;
6.2.5 any licence of Ours to run the Network is ended;
6.2.6 We reasonably suspect fraudulent use of the Network and/or Services based on any and all data available to Us;
6.2.7 We identify a calling pattern or patterns that are disproportionate to the overall type, amount, duration and/or extent of calls which We would expect from good faith usage of Our Network or Services;
6.2.8 We have Disabled the Equipment as described at point 11.2.
6.3 If We terminate this Agreement for a reason given under point 6.2, except if We terminate under 6.2.5, You must pay Us everything that You owe, including any Cancellation Charge and/or Additional Commitment Service Cancellation Charge.
6.4 You are liable for all Charges during any period of Suspension or Disconnection, including those described at point 4.5) unless We decide otherwise.
6.5 Following a period of Suspension or Disconnection We can charge to reconnect You to the Services except where something in point 6.1.1 happened. We can change Your Payment Terms as a condition of reconnection. If Your Services are Suspended or Disconnected for more than 60 days, You may also have to pass a credit check to reconnect the Services.
6.6 We will not Suspend and/or Disconnect and/or terminate for non-payment of a bill under point 6.2.2 if You have a genuine dispute with Us and before the date by which Your bill must be paid, You have written (see point 14.6) to Us setting out the details of Your dispute, including the amount of Your claim against Us and the amount You intend to withhold as disputed. If the amount You intend to withhold is less than the total amount You owe Us then You must pay the difference by the date set out on the bill. If You don’t, then We can terminate this Agreement immediately. Your right to withhold payment will end once We revert back to You with a response, which will be reasonable and take into account all relevant regulations and circumstances. You may have the right to take Your complaint to the Ombudsman Services dispute resolution scheme or to the Financial Ombudsman Service as described at points 14.9 or 14.10 below.
6.7 Our rights set out in here are in addition to any other legal rights We may have against You under point 11.
7. Changing Charges and Services
7.1 We can lower any Charge at any time without telling You beforehand, although We will try to tell You if We can.
7.2 We can suspend, change, increase the price of or withdraw part or all of the Additional Services on giving active users of the Service a reasonable period of Written Notice. The change will then apply to You once that notice has run out.
7.3 We can suspend, change or withdraw Your Price Plan, Price Plan Services or Additional Commitment Services. We will give You Written Notice 30 days before We do so. The change will then apply to You once that notice has run out.
7.4 Your Price Plan Charge and the Charges for Additional Commitment Services include an annual price increase, which will be the annual percentage increase in the Retail Price Index (RPI) published by the Office for National Statistics. The increase will take effect in March of each year and use the RPI figure published in January of that year. If the RPI figure is negative, there will be no change to Your Price Plan Charge in the relevant year.
7.5 We can increase Your Price Plan Charge, or any other Charges, if We are required to do so as a result of any new legislation, statutory instrument, government regulation or any new taxation which We need to pass on to You as a matter of law.
8. Your termination rights
8.1 You can give Us notice to terminate this Agreement by calling customer services and providing Us with 30 days’ notice, at any time.
8.1.1 If (except as set out in point 8.4) in Our total discretion, We accept notice from You to terminate this Agreement within the Minimum Term, You will have to pay Us a Cancellation Charge and, if applicable, the Additional Commitment Service Cancellation Charge You may be entitled to a discount on Your Cancellation Charge, see Our Plan Price Guide or Non-Standard Price Guide for details.
8.1.2 You can terminate this Agreement without having to pay Us a Cancellation Charge after the Minimum Term has ended. You will have to pay Your Charges for Services during the 30 day notice period.
8.2 Subject to point 8.1, Your Agreement or the Additional Commitment Service will terminate in accordance with one of the following termination procedures:
8.2.1 Termination without a PAC. If You do not request a PAC Your Agreement will terminate at the end of the 30 day notice period. You are free to change Your mind and call Us to withdraw Your notice of termination at any time during the 30 day notice period.
8.2.2 Termination with a PAC. PACs are made available upon request and last 30 days from issue. If You request a PAC on or after the date You give Us notice to terminate this Agreement, Your Agreement will terminate once it has been used. If You don’t use the PAC within its validity period, it will expire and this Agreement will continue until You terminate using the process described at 8.2.1.
8.3 You will be responsible for all Charges up to and including the date that this Agreement terminates. If the Agreement terminates before the expiry of the 30 day notice period, You’ll have to pay a Charge, as described in Our Non-Standard Price Guide. If Your Price Plan Service or the Agreement is terminated, the Additional Commitment Service will automatically terminate.
8.4 A Cancellation Charge and/or an Additional Commitment Service Cancellation Charge won’t apply if You are within the Minimum Term and:
8.4.1 Our entitlement to operate the Network ends at any time; or
8.4.2 Your access to Our Network is permanently disrupted and in accordance with point 4.5 Your Monthly Charges are reduced by 100% for the remainder of Your Minimum Term; or
8.4.3 You are a Consumer and the change that We gave You Written Notice of in point 12.3 is of material detriment to You and You give Us notice to immediately cancel this Agreement before the change takes effect; or
8.4.4 We have given You Written Notice of an increase in a Price Plan Charge that is higher than the annual percentage increase in the Retail Price Index (RPI) as calculated in point 7.4; and
8.4.5 You give Us notice to immediately cancel this Agreement before the change takes effect.
8.5 If You are terminating this Agreement and a Cancellation Charge doesn’t apply because the circumstances outlined in point 8.4 have occurred, You can then ask for a refund of any unused Pay As You Go Account balance that You may have.
9. Internet access
9.1 If You have Equipment which enables You to access the internet, this section applies to You.
9.2 We may have to change, suspend, withdraw or (if applicable) increase the price of Content without giving You any warning. The new nature of the Content will be clear before You buy the Content following any change and if You then purchase the Content following the change, We will take that as acceptance of the new Content and its price.
9.3 We may provide links to other third party websites which may include links to the websites of Our partners. Any such content or webpage that You access (directly or indirectly) is the responsibility of the third party who makes that content or webpage available to You. We don’t check (and so We don’t necessarily recommend) what is available on any third party website. We can’t make any promise to You about whether the content on any third party website is accurate, complete or reliable. We also cannot promise that the website will work for as long as You need it or whether it will even work at all.
9.4 You (and not Us in any way) are entirely responsible for anything that You upload, e-mail, post or otherwise transmit via internet access. You agree that You will obey any acceptable use policy or fair use policy that We may have. If You fail to do so, points 4.7.9 and 5.7 will apply.
9.5 Your ability to access a secure internet environment will be dependent on the Equipment and the third party supplier of any Content. You are responsible for any Charges incurred by any unauthorised third party who uses the Equipment and/or the Service as a result of any breach of that security, whether You use any security tools at Your disposal, or not.
9.6 This point 9 will apply even after this Agreement has been terminated.
B – Equipment
10.1 You may get Equipment from Us directly when You take out a Price Plan, whether for free or for an upfront cost. Unless We tell You otherwise, or You get Equipment under a Finance agreement, We will own any Equipment provided to You by Us for the first six months of the Minimum Term.
10.2 If You take out a Price Plan via a third party who is not EE and get Equipment from that third party when You take out the Price Plan, that third party may own any Equipment provided to You by them for the first six months of the Minimum Term. If this is the case, that third party will tell You this point 10 applies.
10.3 During the six month period, You:
10.3.1 must not sell or otherwise permanently give the Equipment to anyone else without prior written consent from Us or the third party who provided the Equipment not to be unreasonably withheld;
10.3.2 must take all reasonable care of the Equipment and keep it in reasonable condition (subject to usual wear and tear) as if You owned it. The risk of damage to the Equipment shall pass to You on its delivery so You are responsible for paying for any repair or insurance policy; and
10.3.3 cannot change or alter the Equipment, other than standard software updates and app purchases.
10.4 After six months of the Minimum Term, and provided You have not broken any condition of this Agreement according to point 11.3 below, You will automatically own the Equipment.
10.5 Any Equipment that We provide to You will be locked to Our Network. It may not be possible to unlock such Equipment so that it can be used on the network of another mobile provider. If the Equipment can be unlocked, We may charge You for this service. Please see Our Non Standard Price Guide.
10.6 By using the Services and the Equipment provided to You, You consent to Our collection of Equipment details and network data from the Equipment (using software embedded on the Equipment) which may include:
10.6.1 Your IMEI (information which identifies the Equipment);
10.6.2 Your IMSI (a SIM card’s unique identification);
10.6.3 the operating system You are using; and
10.6.4 Your IP (Internet Protocol) address, in order to Disable the Equipment under point 11.2.
10.7 If You give Equipment provided to You to someone else to use on Our Network (for example, if You are paying for the Equipment for a family member), You agree that You have told that person about the software and collection of data as explained in point 10.6 above and obtained their consent to this.
10.8 You will need compatible Equipment and/or a compatible Price Plan to access some Services, for example 4G Services. Unless We supplied any Equipment, You are responsible for ensuring that it is compatible with the Services, and has the necessary software updates and installations required in order to access the Services. You must follow any instructions that We give You about accessing the Services through the Equipment.
11. When We may Blacklist and Disable the Equipment
11.1 In order to protect the Network and the Services for the use of all Our customers and in accordance with point 10 above, We will identify fraudulent use of Equipment based on any and all data available to Us and will then take steps if We know or have reasonable grounds to suspect that fraud has taken place.
11.2 Where We identify fraud has taken place We will:
11.2.1 Disable the Equipment where:
184.108.40.206 We own it pursuant to point 10.1 above; or
220.127.116.11 A third party owns it pursuant to point 10.2 above and that third party has given Us the right to Disable it; and/or
11.2.2 place the Equipment on a Blacklist.
11.3 The following situations are indicative of where We will assume fraud has taken place. However, We may use Our rights to Blacklist and/or Disable the Equipment in other situations where We reasonably believe fraud has occurred:
11.3.1 You do not pay any bill within the first six months of this Agreement;
11.3.2 We detect that the Equipment has never been used in the UK and is being used outside the UK without Our knowledge or consent and with a SIM card that has not been supplied by Us;
11.3.3 You tell Us that Equipment has been lost or stolen;
11.3.4 We suspect on reasonable grounds that information has been supplied to Us without the knowledge of the person named or that an application is unauthorised or contains false particulars, including fraudulently obtained financial details.
11.4 We will try to send You reasonable Written Notice before We take any of the steps above, but We do not have to as We may have to act quickly to prevent the damage from any potential fraud increasing.
11.5 We will restore services and remove any Blacklist or Disable once We are satisfied that there is in fact no fraudulent use of the Equipment by You or any third party. That may include You paying any sums that are owed to Us under this Agreement, including the Cancellation Charge. We may charge You the cost of enabling the Equipment except where there has been a genuine error or dispute (see point 6.6 above). We can change Your Payment Terms as a condition of this.
11.6 Point 11.3.1 will not apply if You have a genuine dispute with Us and before the date by which Your bill must be paid, You have written (see point 14.6) to Us setting out the details of Your dispute, including the amount of Your claim against Us and the amount You intend to withhold as disputed. If the amount You intend to withhold is less than the total amount You owe Us then You must pay the difference by the date set out on the bill. If You don’t, then We can terminate this Agreement immediately. Your right to withhold payment will end once We revert back to You with a response, which will be reasonable and take into account all relevant regulations and circumstances. You may have the right to take Your complaint to the Ombudsman Services dispute resolution scheme or to the Financial Ombudsman Service as described at points 14.9 or 14.10 below.
11.7 The rights in this point 11 are in addition to Our rights to suspend and or disconnect the Services and/or terminate the Agreement under point 6.
C – General
12. Changes to Our Agreement
12.1 We will make a copy of Our current version of these terms and conditions available on Our website. We can change this Agreement for any good reason, for instance, where it is necessary to make administrative changes to Our registered name, address or customer service contact details or if We want all customers on the same conditions. We will tell You about the change beforehand, as explained here.
12.2 If You are a Consumer and the change of terms and conditions is not of material detriment to You or You are not a Consumer, We will send You Written Notice 30 days before the terms and conditions are due to change. The new terms and conditions will automatically apply to You once that notice has run out.
12.3 If You are a Consumer and the change is of material detriment to You, We will send You Written Notice 30 days before the terms and conditions are due to change. The new terms and conditions will apply to You once that notice has run out, unless You terminate Your Agreement with Us within that notice period. If You do this You won’t have to pay any Cancellation Charge that would otherwise apply, see point 8.1.
12.4 We can change these terms and conditions if new laws or rules make it necessary or where We are required to do so by OFCOM or any other regulatory body. We will endeavour to give You 30 days’ Written Notice if We have to do this. The new terms and conditions will automatically apply to You once any notice period that We are able to give You has run out.
13. Our Liability to You
13.1 We are only liable to You as set out in this Agreement. We have no other duty or liability to You.
13.2 Nothing in this Agreement removes or limits Our liability for death or personal injury caused by something We have done or failed to do or for any fraudulent misrepresentation We may have made to You.
13.3 Except as set out in points 13.1 and 13.2, Our total liability to You for something We or anyone who works for Us does or does not do will be limited to a maximum of £10,000 for all incidents under this Agreement.
13.4 If You are not a Consumer, We are not liable to You in any way for any loss or damage that was not reasonably foreseeable at the time You entered this Agreement. This includes but is not limited to loss of income; business; anticipated savings (meaning costs You expected to avoid by using the Equipment or Services) or anticipated profits, loss of property or loss of use of property.
13.5 If You are a Consumer, We are not liable to You in any way for any loss of income; business or profits; or for any loss or damage that was not reasonably foreseeable at the time You entered this Agreement.
13.6 You must tell Us about any claim as soon as reasonably possible.
13.7 We will not be liable to You if We cannot carry out Our duties or provide Services because of something beyond Our control.
13.8 We will not be responsible for any harm You suffer from a Virus which infiltrates the Equipment, whether it was transmitted via the Services or otherwise. You remain responsible for all Charges applied to Your Accounts for the use of any Services activated by such a Virus.
13.9 We will not be responsible for any harm incurred as a result of unauthorised third party use of the Equipment and/or Services (see point 10.7). Subject to point 5.7 above, You remain responsible for all Charges applied to Your Accounts arising from the use of any Services by that third party.
13.10 This point 13 will apply even after this Agreement has been terminated.
14.1 You need to get Our explicit prior consent before You can transfer or try to transfer any of Your rights and responsibilities under this Agreement. We may transfer any of Ours without Your permission, provided the level of service You currently experience is not reduced as a result.
14.2 We may monitor or record any conversations between You and Our staff for authentication, security, quality and training purposes..
14.3 We may send notices to either Your postal address, Your online account, Your email address or Your SIM Card and/or the Equipment You use regardless of how Your bill is made available to You. We may also send You ‘over the air’ updates to Your Equipment which may make some minor adjustments to the functionality or display on the Equipment. You’ll need to accept these changes which may include doing anything reasonable We request. You will not be able to opt out of receiving these notices.
14.4 You must phone customer services straightaway about any change in Your postal address or email address. It’s Your responsibility to make sure that the email address that You give Us is correct, current and works at all times. If You change Your email address or it stops working for any reason, You must notify Us immediately. If You fail to inform Us of any change, We will continue to make Your bill available to You by either (depending on how You receive Your bills) sending it to the last postal address that You gave Us or making Your bill available in Your online account and sending any notification to the last email address that You gave Us. Those bills will be payable in accordance with point 5.5.
14.5 We aren’t responsible for messages that don’t get to You because the Equipment is turned off or not connected to the Network.
14.6 Unless otherwise stated in this Agreement, any notices from You to Us must be sent to Our registered address, details of which may be found on Our website. It is currently: EE Limited, Trident Place, Mosquito Way, Hatfield, Hertfordshire AL10 9BW.
14.7 Any concession or extra time that We allow You only applies to the specific circumstances in which We give it. It does not affect Our rights under this Agreement in any other way.
14.8 This Agreement shall not confer any benefit on a third party under the Contracts (Rights of Third Parties) Act 1999.
14.9 English law will apply to this Agreement and any disputes will be settled in the Courts of England and Wales, Scotland or Northern Ireland (as applicable). You may be able to take Your disputes to adjudication under the Ombudsman Services dispute resolution scheme, the details of which are set out in Our Complaints Code of Practice. We will give You a copy if You ask for it. You can find details of Our Complaints Code of Practice on Our website at www.ee.co.uk.
14.10 If You have a complaint which relates to Our referral of You to a Finance agreement provider and We fail to resolve that complaint to Your satisfaction, You may be able to refer Your complaint to the Financial Ombudsman Service. You can find details of Our Complaints Code of Practice on Our website at www.ee.co.uk.
14.11 If a point or condition of this Agreement is not legally effective, the remainder of this Agreement shall be effective. We can replace any point or condition that is not legally effective with a point or condition of similar meaning that is.
14.12 If You’re not a Consumer, this Agreement is the whole agreement between You and Us. Any other information that You may have seen or heard before You entered into this Agreement isn’t included.
14.13 If You have any questions or require help or support You can contact Us by calling customer services. In addition, You can go to the help and support pages of Our website.
15. Your Information
15.1 You confirm that the information that You provide to Us, including Your registration details, is true, accurate and complete. You agree to inform Us immediately of any changes to Your details by contacting Our customer services.
15.6 In the event of a personal data security breach that affects You, We will notify the relevant authorities, and if appropriate, We will notify the subscriber or user of Our Services who is affected by the breach in writing. A personal data security breach that affects You (or the user) does not give You the right to terminate this Agreement.
15.7 We may transfer Your personal information to countries outside of the European Economic Area, which do not always provide the same level of data protection as the UK, for the purposes of providing You with Our Services. If We do make such a transfer, We will put a contract in place with Our service providers including security obligations on them to ensure Your information is protected in accordance with UK standards.
15.8 We will carry out any activity or disclosure of Your personal information to comply with Our legal and regulatory requirements, for law enforcement purposes and to detect, prevent or investigate crime, fraud and misuse of or damage to Our Network, Services and related products.
15.9 You have a right to choose whether Your details are included in directory listings, including the phone book. If You want Your details included, please contact customer services.
OUT OF BUNDLE CHARGES
*The monthly cost and inclusive allowance of your price plan depends on how much you have chosen to pay upfront.
This is the Plan Price Guide referred to in your full pay monthly agreement with us. This Plan Price Guide forms part of your agreement with us.
1 Inclusive calls and texts in certain countries within Europe (plus overseas dependencies and territories). See below for further details.
2 A one minute minimum call charge applies. Thereafter, calls are charged on a per minute basis.
3 Your inclusive minutes and texts are from the UK to UK mobile networks, voicemail, and numbers beginning 01, 02 and 03. Calls & text messages to certain MVNO and call forwarding services are not included in your allowance. A pre call announcement may be heard prior to call connection. See ‘points to note’ for more information.
4 Calls to some charity helplines (e.g. Childline) are free to call and will not be deducted from your allowance. For a full list please visit the ‘help’ section of our website, ee.co.uk
5 Applies to messages sent from your phone or via the EE website, ee.co.uk
6 Call charges vary depending on the time of your call as well as other optional selections that you may choose. You will be notified of call costs and have the option to end the call at that point without incurring any charge. Please see our ‘Non-Standard Service’ brochure for further details and for definitions of our ‘normal working hours’ and ‘extended working hours’.
7 Call divert is included in your allowance where the diverted to number would have ordinarily been included in your allowance.
Standard call rates apply to outside of allowance calls.
8 VoIP and using your phone as a modem or ‘tethering’ use will be deducted from your inclusive data allowance.
9 Upgrade in last 90 days to new 24 month Extra plan with monthly payment same as or higher than current plan. Benefit only when upgrade done direct with us.
10 Please see ee.co.uk/ukcalling for a list of Service Charges.
Points to note
Customers on EE Extra plans can upgrade to a new EE Extra plan, with a new minimum term, in the last 90 days of their current plan without having to pay an early upgrade fee. This benefit is only available if you upgrade via our own stores, telesales team or through our own website. The monthly payment for the new plan must be at least the same as or higher than the monthly payment for your current plan. Standard eligibility rules apply. We may withdraw this benefit at any time.
Roaming Minutes & Texts
EE Extra plan only: on this plan, your inclusive allowances are for making and receiving calls and texts to and from mobiles and landlines in the following countries whilst travelling in any of the following countries:
Austria, Azores, Belgium, Bulgaria, Canary Islands (Spain), Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, French Guiana (France), Germany, Gibraltar (UK), Greece, Guadeloupe (France), Guernsey, Hungary, Iceland, Ireland, Isle of Man, Italy, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Madeira (Portugal), Malta, Martinique (France), Monaco, Norway, Poland, Portugal, Reunion Islands (France), Romania, Saint Barthelemy (France), Saint Martin (France), San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, The Netherlands, Vatican City (Italy)
Calls and texts back to the UK from the selected countries are included. Calls and texts from the UK to the selected countries are not included.
Calls and texts to premium rate numbers and other non-geographic numbers (which can vary over time) aren’t included.
Notes on UK calling
Calls within the UK only are calls made or received in England, Wales, Scotland or Northern Ireland. As you’ll know, the Channel Islands and the Isle of Man are not part of the UK. That means that, although customers of networks there will have a telephone number starting with 01, 02, 03 or 07, calls to those numbers from the UK will be classed as an EE Roaming Zone.
Which calls and text messages to UK mobile numbers are included in my allowance?
Calls and texts to many of the most popular UK mobile numbers are included in your allowance. Inclusive calls currently include (but are not limited to) calls to the UK mobile numbers allocated to the national UK GSMcellular network operators EE, T-Mobile, Orange, Three, 02, and Vodafone. On this plan, calls to one of the mobile virtual network operators (MVNOs) exclusively using numbers allocated to these UK GSMcellular network operators (e.g. Virgin, Tesco, Lebara) are also included, as well as calls to most other MVNO number ranges, such as those currently allocated to LycaMobile.
Which calls and text messages to mobile numbers are excluded from my allowance?
Calls and texts to some numbers starting 07 are not included in your allowance. Excluded mobile numbers include (but are not limited to)
numbers used to provide call forwarding services, as well as to some MVNO number ranges.
For a full list of 07 number ranges that are not included in allowances please visit the ‘help’ section of our website, ee.co.uk We may add numbers to the list of excluded mobile numbers from time to time at our discretion.
Please also note that if you are calling someone who has taken an excluded mobile number to another operator, calls to that number may still be excluded from your allowance.
Calls from the UK to anywhere outside the UK are excluded from your allowances. Standard international calls rates apply to such calls.
What happens if my call or text messages to mobile number are excluded from my allowance?
You can still make calls and text messages to UK mobile numbers that are excluded from your allowance. However, you can’t use your allowance towards these calls. You will simply be charged the standard mobile call rate for your price plan.
Are all 07 numbers UK mobile numbers?
It is important to note that not all numbers beginning with 07 are mobile numbers. 070 numbers are used for ‘follow me’ services and are not mobile numbers. 076 numbers are used for paging services. Some 07 numbers are used for call forwarding services. Calls to these numbers are not included in allowances; visit the ‘help’ section of our website, ee.co.uk
You’ll need 3G or 4G coverage to use mobile internet on your phone and a compatible device. You can only use mobile internet on our 4G network if you’re within a 4G enabled area and in range of a 4G base station. Your 4G phone may not be compatible with any 4G network outside the UK. You can check your 3G and 4G coverage at ee.co.uk/coverage
For further information on terms and conditions please see ‘Non Standard Price Guide’. Non Standard Price Guide also includes the prices and legal stuff for all our other additional services, like using your phone abroad if you don’t get an inclusive roaming allowance and calls to premium rate numbers.
• A text message consists of up to 160 characters. If you send a longer message, to a number excluded from your allowance, you will be charged for two or more text messages as appropriate
• You can get an estimate of your out of allowance usage by calling 150 or by visiting MyEE. If there is a difference between the account services estimates and the amount shown on the bill, the latter takes precedence
• Charging starts when a call is answered by a person or an answering device
• Diverted calls are charged at the standard landline rate, or if appropriate, the relevant mobile or special number rate. Diverted calls are not included in your inclusive allowance
• On the bill, for pay monthly customers the charge for each call is rounded to the nearest tenth of a penny. The total of each of the sub- categories of ‘call charges’ and ‘other usage charges’ will be rounded to the nearest penny on the bill, then added together before VAT is added to this final figure. All chargeable calls will be subject to a 1 minute minimum charge unless otherwise stated
•When you join an EE pay monthly plan, you should be sent your first bill within two weeks of becoming a customer. Your first months charge will be proportionate to the number of days from your date of joining to the end date of your bill
Errors and omissions exlcluded