Terms & Conditions
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In the event of any human errors with our pricing, we will notify you accordingly and these will be amended and withdrawn.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 £2.50 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 'DPD Special Delivery' this is a next day, excluding weekends and public holidays, guaranteed and insured service from DPD. Goods can only be despatched to your home address for security reasons.
|Monday to Thursday before 8pm|
|Friday before 5.30pm||Next Day|
|Sunday before 3.30pm||Next Day|
Guarantee and Warranty:
All products supplied will come with a standard 12month manufacturer’s warranty. If your mobile phone should develop a fault within the first 30 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 30 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 14 days of receipt of the goods - Please note any handsets returned outside of 14 days cannot be disconnected.
All returns require an authorisation code, which can be obtained by calling 0800 822844 0800 822844. 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 14 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, KTM Online Limited 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 ‘DPD 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, KTM Online Limited may invoice you the minimum sum of £250 plus VAT per handset.
Network Commission Clawback
If KTM Online Limited receives a commission clawback from the network for any reason due to disconnection or unpaid mobile phone bills, relating to your mobile phone contract. KTM Online Limited 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.
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.
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.
In order to qualify for any of our free gifts you must:
- Not return the phone within the 14 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 KTM Online Limited dependent on location and
current activity) to pick up their prize.
• The prize must be collected within 30 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 30 days of receipt. Voucher cannot be used in conjunctions with affiliates or any other promotional offer.
PROMOTED BY KTM Online Ltd T/A Fonehouse.co.uk: Purchase a new LG G7 handset (“Qualifying Purchase”) to receive a free LG 24MT49S smart TV monitor. Available directly from Fonehouse.co.uk via a purchase via Uswitch.com online from July 24th 2018. First come first served. Only open to UK residents over the age of 18 and internet access is required.
Promotion period: July 24th 2018 – September 30th 2018
1. The Promotion is open to residents of the UK who are aged 18 years or over.
2. The Promotion entails the receipt of a LG 24MT49S smart TV following a Qualifying Purchase.
3. Subject to stock availability from Fonehouse.co.uk via Uswitch.com only, these will be on a first come first served basis. Internet access is required.
6. Eligible participants who make a Qualifying Purchase shall receive the LG 24MT49S smart TV directly from KTM Online Ltd T/A Fonehouse.co.uk.
7. To redeem this promotion please email email@example.com within 30 days from your connection date.
8. Please refer to Fonehouse.co.uk full terms and conditions on: https://www.fonehouse.co.uk/termsandconditions
9. You will receive the LG 24MT49S smart TV to the address you provided when checking out your order on the Fonehouse.co.uk website. It is your responsibility to provide accurate information to Fonehouse.co.uk and should you provide any inaccurate information, the Promoter shall not be responsible for and shall have no obligation to fulfil the promotion.
10. Please note you will need access to the internet to redeem this promotion and any charges relating to this are between you and your internet service provider and are not the responsibility of the Promoter.
11. The Promoter reserves the right to verify the eligibility of all promotions to protect itself against fraudulent, invalid or repetitive claims including, without limitation, to require the participant to prove that it did not return the product within the period of 30 days from the date of purchase. Claims for returned products, those made in bad faith or fraudulent entries or claims that otherwise do not meet these terms and conditions will be invalidated
12. Should the LG 24MT49S smart TV be unavailable due to all stock having been redeemed, the Promoter reserves the right to cease the promotion with immediate effect.
13. The Promoter reserves the right to amend these terms and conditions at any time and to amend or withdraw this promotion at any time.
14. The Promoter reserves the right in its sole discretion to extend or shorten the Promotion Period at any time.
15. You will only be able to claim one LG 24MT49S smart TV per Qualifying Product purchased
16. It is your responsibility to ensure you have provided the correct contact details for the purposes of this Promotion.
17. The LG 24MT49S smart TV shall be delivered to the eligible customer within 30 working days to the address provided during checkout. Please allow 30 working days from the final Claim Deadline as specified above, to receive the LG 24MT49S smart TV.
18. By claiming this LG 24MT49S smart TV, participants will be deemed to have read and accepted these terms and conditions.
20. Promoter: KTM Online Ltd whose registered office is & Treadaway Tech Centre, High Wycombe, HP109RS.
22. The Promotion and these terms and conditions are governed by English Law and is subject to the exclusive jurisdiction of the English courts.
• preventing crime or fraud. We may also need to pass your information to fraud prevention agencies and other organisations involved in crime and
• research, surveying, polling, general campaigning, and engaging with you, including sending you messages (email or SMS) for these purposes on our,
or a third party's behalf,
• marketing and promotion including calling or sending messages (email or SMS) for these purposes on our, or a third party's behalf.
• dealing with emergency services;
• monitoring and managing your account, including providing quality control services;
• complying with our obligations to our service providers; and
The information we collect and process about you may include sensitive
personal data. You also agree that we may use other suppliers to fulfil these purposes on our behalf, and that we may share your data with them in
order to allow this.
Please contact our customer services department if you want further details about with whom and how we share your personal information.
WCS Insurance is a separate entity to KTM Online Limited. All claims must be settled through WCS. Coverage included theft and damage.
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 firstname.lastname@example.org , 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 4 for joining and upgrading customers.
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, 4.2 and 4.3 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 always 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 2.7 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 7.4 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. 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 contact Us and give 30 days’ or more 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 (see point 8.1.2 of the terms and conditions). If You end this Agreement after the end of the Minimum Term You will have to pay Charges during the 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 5.6.3 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 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 5.8, 5.15 – 5.16 and 13.8 – 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 you may have to pay when You terminate an Additional Commitment Service before the end of its minimum term and which is calculated as set out at point 8.1.2 and 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, Rest of World 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 Service, any Additional Service bundle 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 You may have to pay when You terminate this Agreement before the end of the Minimum Term and which is calculated as set out at point 8.1.2 and 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 Cancellation Charge and the Additional Commitment Service Cancellation Charge;
‘Consumer’ a real person entering into the Agreement and/or using the Services for purposes mainly 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;
‘EU Roaming’: Your SIM Card connecting to a mobile network in an EU Member State other than the UK;
‘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 for which 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 and relevant terms and conditions which can be found on Our website;
‘N-PAC’ a Non-porting Authorisation Code that enables You to migrate to an alternative mobile network provider without migrating Your telephone number;
‘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 (excluding any recurring monthly discount You may have);
‘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);
‘Rest of World Roaming’ Your SIM Card connecting to a mobile network other than in the UK or in an EU Member State;
‘Roaming’ Your SIM Card connecting to a non-UK network, including both EU Roaming and Rest of World Roaming;
‘Service’ a service provided to You by Us including the Price Plan Service and any Additional Service and Additional Commitment Service;
‘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, whether physical or embedded in a device (and then known as an eSIM Card) 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 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 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 5.13, 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 or to re-activate an eSIM Card (see point 5.8). 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, 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) and so on as any new Network technology is made available to You. 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, for example issues with Network coverage, speed or other aspects of Your Service (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. You may be entitled to a discount as set out at 4.5 below, depending on the nature of the disruption You experience. In addition, You may also have legal options, for example the right to require Us to fix the problem, or the right to a refund under the Consumer Rights Act 2015. For more information about these rights, visit adviceguide.org.uk.
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 Without obtaining prior written consent from EE, You must not operate, whether directly or through a third party, a GSM Gateway, commonly known as a ‘SIM box’.
4.7.11 You must not operate, 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 including but not limited to:
220.127.116.11 a device used to forward or divert Services with the intention of reducing Your Charges for that call; or
18.104.22.168 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, for any direct financial gain, revenue share or benefit in kind, 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 5.6.3); 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.
4.9.1 Services that You Use with Our EU Roaming partners will either come out of any Allowance You have (only where Your Allowance includes that Service) or will be subject to Charges (where Your Allowance does not include that Service or where You have no relevant Allowance remaining).
4.9.2 Services that You use with Our Rest of World Roaming partners will be subject to Charges (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 based on credit checks and information We hold about You. We can Suspend Your access to the Services if this limit is exceeded. Charges are not capped by any limit We set under this point 5.4, 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.
5.5We may, in certain circumstances, allow You to set Your own limits for selected Charges on Your Account. We can and may Suspend Your access to the Services if this limit is exceeded. Where You are allowed to set such a limit, and You deliberately exceed it in Our reasonable opinion, We will be able to charge You for Services used beyond Your limit.
5.6 Monthly Account
5.6.1 We may 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. Please see Our website for details of payment methods We accept. 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 may 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.
5.6.2 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.
5.6.3 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.
5.6.4 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 5.7.2 below. You will also have to pay the reasonable costs (including debt collection agency costs) of collecting any late payment from You.
5.6.5 You may have to pay additional Charges, the amount of which is set out in Our Non Standard Price Guide, for example: 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 5.6.4).
5.5.6 Any discount on a Price Plan Charge, an Additional Charge or an Additional Commitment Service Charge We give You will end on the earlier of one of the following events:
22.214.171.124 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
126.96.36.199 when Your Minimum Term comes to an end; or
188.8.131.52 when We provide You with a Renewal or Upgrade; or
184.108.40.206 where You have a Price Plan Charge discount because You have another agreement with Us, for example a home broadband agreement or an additional SIM Card, You terminate either this Agreement or the agreement for that other service.
5.7 Pay As You Go Account
5.7.1 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.
5.7.2 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 Account 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 5.11.
5.7.3 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 5.7.3.
5.7.4 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.
5.7.5 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.
5.7.6 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.
5.7.7 We will not refund credit from Your Pay As You Go Account in any circumstances except as set out in point 8.5 below.
5.8 You are responsible for all Charges applied to Your Account, except Charges applied after You called customer services to advise Us that:
5.8.1 Your SIM Card has been lost or stolen (see point 3.1.1); or
5.8.2 the Equipment and/or Service has been used by an unauthorised third party (see point 9.5); or
5.8.3 the Equipment has been infiltrated by a Virus (see point 13.8).
5.9 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.
5.10 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.
5.11 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.
5.12 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.
5.13 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).
5.14 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, 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
5.15 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.
5.16 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 or other limit is exceeded (see points 5.4 and 5.5); 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 and/or if You are an individual and You are unable to pay Your debts or if any step is taken to make You bankrupt; and/or 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 unless We decide otherwise.
6.5 Following a period of Suspension or Disconnection We can charge to reconnect You to the Services except where the Suspension or Disconnection was the result of something in point 6.1.1 happening. 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 laws, 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 f Written Notice a minimum of 30 days before We do so. The change will then apply to You once that notice period has run out.
7.3 We can suspend, change or withdraw Your Price Plan, Price Plan Service or Additional Commitment Services. We will give You Written Notice a minimum of 30 days before We do so. The change will then apply to You once that notice period has run out.
7.4 Your Price Plan Charge and, if applicable, 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 contacting Us and providing Us with 30 days’ or more notice, at any time. We may in certain circumstances accept a shorter notice period and will let you know You if that is the case when You contact us to terminate. Our website sets out details of how You may contact Us to terminate.
8.1.1If (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.
8.1.2 If a Cancellation Charge and/or an Additional Commitment Service Cancellation Charge is due, it is calculated as follows:
220.127.116.11 the sum of all outstanding Monthly Charges and/or Additional Commitment Service monthly Charges for the remainder of Your Minimum Term, factoring in any recurring monthly discount to which You are entitled, calculated at a daily rate;
18.104.22.168 minus VAT at the prevailing rate;
22.214.171.124 minus a further 4%; and
126.96.36.199 reduced by any credit on Your Account.
8.1.3 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 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:
8.2.1Termination without a PAC or N-PAC. If You do not request a PAC or N-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 or N-PAC. PACs or N-PACs are made available upon request and last 30 days from issue. If You request a PAC or N-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 or N-PAC within its validity period, it will expire and this Agreement will continue until You terminate again using the process described in this point 8.2.
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 may 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 5.8 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, If this is the case, that third party may tell You that terms equivalent to this point 10 will apply between You and that third party.
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, which is 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. In limited circumstances, 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 reasonably conclude fraud has taken place We will:
11.2.1 Disable the Equipment where:
188.8.131.52 We own it pursuant to point 10.1 above; or
184.108.40.206 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 a minimum of 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 a minimum of 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 5.8 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 5.6.
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 a Finance Agreement between You and Us or between You and a third party to whom we have referred you 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.
15.3 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.
15.4 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.
Conditions for using
the Three Network
for Pay Monthly customers
who joined or upgraded on
or after 29 May 2015.
If you’d like a copy of these Terms in an alternative format (e.g. Braille or large print) please contact Three Customer Services on 333 from
your Three Phone or 0333 338 1001from a non-Three phone. For more information on Three’s accessibility services please see
Here’s a quick summary of some of the key points that we’d like you to be aware of. The full terms of your agreement with Three are below –
it’s important that you read and understand them before you sign up to Three and start using Three Services. At the end of these Terms we’ve
set out definitions of capitalised words used in these Terms. If there is any inconsistency between this summary, and the full terms set out below,
the full terms will apply.
A. Your Minimum Commitment: You agree to stay with us for the Minimum Term. The minimum price for Three Services provided under this
agreement is the Monthly Charge for the Minimum Term. Each May, your Monthly Charge will increase by an amount up to the January RPI rate
(published each February),unless you’re on a SIM plan, in which case your
Monthly Charge will remain the same. If the January RPI rate is negative, there will be no change to your Monthly Charge in the relevant year.
We’ve shown an example in the table below:
B. Changes to Prices: we may increase Charges for our Outside of Allowance Services. If we do, we’ll let you know at least one month in
advance if we believe the changes are likely to be of material detriment to you and you regularly use the Outside of Allowance Services
affected. You may be able to end your agreement in these circumstances. We may also change or introduce new Charges for Additional Services
or Add-Ons. We’ll publish any changes on our website. You won’t be able to end your agreement with us in these circumstances. See Sections
4.2 – 4.4 and 10.1 below.
C. Our Network: We’ll try to provide you with a great quality Three Network at all times within our coverage area. However, due to the nature of
mobile technology, there may be times when Three Services aren’t continuously available or the quality is affected. Problems can happen if
we’re carrying out maintenance work, if you’re outside our coverage area, or if you’re in a tunnel for example. See Sections 5.11 and 5.12
D. Breaking this Agreement: If you don’t pay your account on time or we reasonably believe that you haven’t complied with certain terms of
your agreement, we may suspend or disconnect Three Services, but you still must pay all outstanding Charges (including a Cancellation Fee for
disconnection). See Sections 9 and 10.3 below.
E. Ending this Agreement: How you can end your agreement depends on whether you’re in your Minimum Term or not, and whether we’ve
made any changes to you agreement that are likely to affect you. Please see the below table for a summary of how and when you can end your
The Cancellation Fee will be the total of the Monthly Charges remaining during the Minimum Term of your agreement less a discount of:
(i) 3% for new connecting customers who are in the first Minimum Term of their agreement with us; or
(ii) 10% for existing customers who have signed up to a new agreement with us for a further, subsequent Minimum Term. See Section 10.1
F. Your Information: You agree that we can process your information which we collect and / or which you give to us during any sales or
registration process, for a number of purposes, including, but not limited to, opening and managing an account for Three Services, to deliver
products and services ordered by you, for credit checking and fraud prevention, and for product analysis and direct marketing (subject to your
preferences). See Section 13 below.
Your Pay Monthly Terms in full
1. Who’s who and what’s what
1.1 When we say:
(a) ‘we’, ‘us’ or ‘our’, we mean Hutchison 3G UK Limited, trading as ‘Three’;
(b) ‘you’ or ‘your’, we mean you, our customer whose name appears on the Welcome Letter;
(c) ‘agreement’, we mean your agreement with us for the supply of Three Services. Section 2.1 explains what terms make up your
1.2 We’ve set out at the end of these Terms definitions of the capitalised words we use in these Terms.
2. About your agreement
2.1 Your agreement is made up of these Terms and your Package (as set out in our Price Guide), along with any other terms laid down in
additional Three Services. Additional terms may apply to any promotional or special offers.
2.2 Your agreement is personal to you. Unless we give you permission, you can’t pass your rights or responsibilities to anyone else – even if we
give you more than one SIM or you give your Device to others. It’s your responsibility to make sure the SIMs are only used to access Three
Services as allowed under this agreement.
2.3 This agreement doesn’t cover:
(a) any products or services you buy while using Three Services; or
(b) the supply of your Device.
3. When your agreement starts
3.1 Your agreement for the provision of Three Services, starts when we Connect you to Three. By inserting your SIM you’re expressly requesting
that we provide you with the Three Services. For existing customers who have upgraded with us by signing up to a new agreement for a new
Minimum Term, your new agreement will start on the day we accept your new request for Three Services, unless we agree an alternative date
3.2 If you signed up to your new agreement through Three.co.uk or Three Telesales or Three Customer Services you may cancel your
agreement within the Returns Period. If you use Three Services before you cancel you will be charged for them. Please remember that it can take
up to 3 months for some international and Premium Services to be applied to your bill. Please see our Returns Policy at Three.co.uk/Returns
for more information.
3.3 If your Package has a Minimum Term, you agree to remain Connected to Three for that Minimum Term. You have limited rights to end the
agreement during the Minimum Term as set out in Section 10. If your Package doesn’t have a Minimum Term, or your Minimum Term has ended,
we’ll supply you with Three Services until either of us chooses to end the agreement in any of the ways set out in Section 10.
4. Changes to your agreement or prices
4.1 Your Monthly Charge will be subject to an annual increase by an amount up to the RPI Rate. The annual increase will first appear on your May
bill. We will publish the RPI Rate on our website as soon as it’s available. If the RPI Rate is negative, there will be no change to your Monthly
Charge. This section 4.1 does not apply to SIM Plan customers.
4.2 We may change any of the terms of your agreement, including our Packages or prices, on the following basis:
(a) we’ll let you know at least one month in advance if we decide to:
(i) discontinue your Package; or
(ii) make any changes to your agreement which are (in our reasonable opinion) likely to be of material detriment to you. You can end the
agreement for such changes as explained in Section 10;
(b) we may need to change or introduce new Charges in respect of our Outside of Allowance Services. If we do, we’ll let you know at least
one month in advance unless we believe such changes are not (in our reasonable opinion) likely to be of material detriment to you and you
don’t (in our reasonable opinion) regularly use the Outside of Allowance Services affected;
(c) we may change or introduce new Charges in respect of Additional Services or Add-Ons. We’ll publish any changes on our website. If any
Add-ons affected have a recurring Charge, we’ll let you know at least fourteen (14) days before the Charge changes.
4.3 You won’t be able to end your agreement if any change or increase:
(a) is due to changes to the law, regulation or licence which affect us – this includes any increase or change in the rate of VAT or other
applicable taxes or any new taxes that are introduced; or
(b) relates solely to:
(i) Additional Services; or
(ii) Add-on(s) (if applicable to you).
In these circumstances you won’t be able to end your agreement but you will be able to cancel the Add- on(s) or stop using the Additional
(c) is an RPI Change.
4.4 If you carry on using Three Services after any change takes effect, you will be considered to have accepted the change, and won’t be able to
then end the agreement.
5. What we’ll provide to you
A Three Phone number and SIM
5.1 We’ll open an account for you and provide you with a SIM and a Three phone number.
5.2 We own each SIM and each SIM remains our property at all times. You’re being allowed to use the SIM by us on a limited licence to allow you
to access Three Services.
5.3 Each SIM can only be used in the following Devices:
(a) which are authorised by us for Connection to the Three Network. If you try to use the SIM in another device, it may damage the Device
and affect your usage (including making emergency calls). In these instances, we’re not responsible for any such damage or usage problems;
(b) Devices in the Device category the SIM is meant for, so, for example, a SIM for a Phone cannot be used in a Tablet or Dongle.
5.4 Devices which can be used to access Three Services may be locked to our network. The software in the Device and all intellectual property
rights in that software are owned by the Device manufacturer and you’re being allowed to use the software on a limited licence from the
manufacturer. If you want your Device to be unlocked from the Three Network, you can contact us and we can help to arrange for your Device to
be unlocked in an authorised manner (which may include replacing your Device with an unlocked Device, which is the same or similar specification
to your Device). Prior to your Device being unlocked, you must ensure that you back-up or otherwise store separately any of your information or
other data on the Device which you may require, as this may be lost during the Device unlocking process. We are not responsible for any
information or any other data which may be lost during the Device unlocking process.
5.5 You can move your existing phone number to Three. First, you need to ask your previous mobile network operator for your PAC, and then you
will need to give your PAC to us. Once we’ve checked the details of your request, we’ll tell you the date when your phone number will be moved to
Three. If the move is delayed and the delay is our fault, you may be entitled to compensation in the form of a one-off reimbursement of a portion
of your Charges.
5.6 You can move your Three phone number to another mobile network operator. First, you need to ask us for your PAC. Once we’ve checked the
details of your request, we’ll give you your PAC which must be used within the time specified. Your Three Services will be discontinued once your
number has been successfully transferred. If you move your Three phone number to another mobile network operator within your Minimum Term
(if you have one), you must pay us all the Charges you owe, plus any Cancellation Fee for your Package.
5.7 Once you’re Connected to Three we’ll provide you with access to Three Services.
5.8 You may also be able to upload and send your own content using Three Services. You grant us an irrevocable, royalty free, perpetual and
worldwide licence to store, transmit or otherwise deal with any content you upload on Three Services.
(a) may change or withdraw some, or part, of Three Services from time to time. This may be because of changing technologies,
obsolescence, new or different product features, changing content providers or the need to remove, replace or change content. Depending on
the changes that we make, you may have a right to end this agreement, as explained in Sections 4.2 – 4.4 and 10.1.
(b) may also determine how Three Services are presented and delivered to the Device or are otherwise made available to you. We can
change the way they are presented, delivered or otherwise made available to you at any time;
(c) will use TrafficSense™ across our network to ensure an enjoyable internet experience for the vast majority of our customers. For details
5.10 Access to the Emergency Services
(a) You can make free calls to emergency services from your Phone in the UK by calling 999 or 112. When you’re outside of Three’s
coverage area in the UK, your Phone will try to locate another mobile network so that you can try to contact the emergency services
(however, neither your mobile phone number nor your Location Data will be transmitted to the emergency services in these circumstances).
If you need to contact the emergency services while you’re roaming abroad, you will need to call 112 (this number is recognised by most
mobile operators worldwide) or the local emergency services number if different (however, neither your phone number nor your Location
Data will be transmitted to the emergency services in these circumstances). Emergency service calls can’t be made using Skype (or certain
other voice over IP services) on your Phone. If you want to call the emergency services, you will need to make a normal voice call from your
(b) If you have difficulties hearing or are speech impaired and you need emergency assistance, you can send a text message with details of
your location to 999 or 112. The text will be converted and passed to the appropriate emergency service but you will need to register your
Phone before you can use this service. Details on how to do this are available at www.emergencysms.org.uk
(c) If you have a Device, other than a phone, such as a Tablet, which is capable of making telephone calls, you may be able to use this to
make free calls to emergency services in the UK by calling 999 or 112, however your Location Data may not be transmitted to the
emergency services in these circumstances.
(d) If you have a Device that operates on Android operating system 2.3 and above, on calling 999 or 112 while in the UK and connected via
the Three network, your Location Data may be automatically transmitted to the emergency services to help them locate you in an
5.11 Coverage and network speeds
5.11.1 We’ll always try to make Three Services available to you. However, there may be areas where you don’t have access to all Three
Services or where coverage is otherwise limited or unavailable or network speeds are slower than expected. For more information about
coverage see Three.co.uk/coverage
5.11.2 The data speeds that you’ll experience on our network will vary due to a number of factors including your distance from the nearest mast,
your location in a building, local geography, congestion and the type of equipment that you’re using – for example, you’ll only be able to enjoy
4G speeds if you’re in a 4G coverage area and using a 4G device.
Disruption to Three Services
5.12 Due to the nature of mobile technology, there may be situations when Three Services aren’t always available, or the quality or network
speeds are affected and so we cannot guarantee continuous fault-free service. For example:
(a) when we need to perform upgrading, maintenance or other work on the Three Network or Three Services;
(b) when you move outside Three’s 3G or 4G service area while you’re on a call (in this case calls may end) or using data (in this case,
your connection may be lost);
(c) when you’re in areas not covered by the Three Network. In this case, Three Services relies on other operators’ networks, over which
we have no control; and
(d) because of factors outside our control, such as the features or functionality of your Device, legal or regulatory requirements, lack of
capacity, interruptions to Three Services from other suppliers, faults in other communication networks, the weather or radio interference
caused by hills, tunnels or other physical obstructions.
(e) In the event that you experience continuous or regularly recurring disruption to Three Services, you may be entitled to a partial credit
of your Monthly Charge based on the period of the disruption. To receive a partial credit you will need to report to us a disruption on the
Three Network which affects the Three Service you use most often and we must consider the disruption is severe as measured against
your typical usage history. Also, an alternative means of accessing the disrupted Three Service (for example, using Three InTouch or
Home Signal) must be unavailable to you. Please contact us as set out in section 7 (Your Rights – Complaints) and we will work with you to
find an appropriate resolution for your particular circumstances. Please contact us as set out in section 7 (Your Rights – Complaints) and
we will work with you to find an appropriate resolution for your particular circumstances.
6. What you’ll do in return
6.1 As we own the SIM and it remains our property at all times, you must ensure that you keep it safe and secure whilst it’s in your possession
and you must ensure that you’re able to return it to us, if required. We may charge you for any replacement SIM (as set out in our Price Guide).
6.2 You must keep all PINs and passwords secure and confidential. You’re also responsible for the security of your Device and must make sure
that you keep it secure (see the Device manufacturer’s user guide for details of how to keep your Device secure). You must also keep any PINs
or passwords for any services you access through your Device secure and confidential.
6.3 You should immediately change your PIN or password if you become aware that someone is accessing Three Services on your account
without your permission.
Responsible use – How you use the Three Services
6.4 You may only use Three Services:
(a) as set out in this agreement; and
(b) for your own personal use. This means you must not resell or commercially exploit any of Three Services or our content.
6.5 You mustn’t use Three Services, the SIM or Three phone number or allow anyone else to use Three Services, the SIM or Three phone
number for illegal or improper uses. For example:
(a) for fraudulent, criminal or other illegal activity;
(b) in any way which breaches another person’s rights, including copyright or other intellectual property rights;
(c) to copy, store, modify, publish or distribute Three Services or their content, except where we give you permission;
(d) to download, send or upload content of an excessive size, quantity or frequency. We’ll contact you if your use is excessive;
(e) in any way which breaches any security or other safeguards or in any other way which harms or interferes with the Three Network, the
networks or systems of others or Three Services; or
(f) to use or provide to others any directory or details about Three customers.
6.6 You must always co-operate with us and follow our reasonable instructions to ensu re the proper use and security of your account. This
includes (but is not limited to) any instructions from us to update the settings on your Device.
6.7 If anyone makes, or threatens to make, any claim or issue legal proceedings against you relating to your use of Three Services, you will,
notify us of this immediately and, at our request, immediately stop the act or acts complained of. If we ask you to, you must confirm the details
of the claim(s) in writing.
6.8 We may publish an acceptable use policy and a traffic management policy (you may see this referred to as “TrafficSense™”) which provide
more details about the rules for use of certain Three Services in order to ensure that:
(a) use of Three Services is not excessive;
(b) to combat fraud; and
(c) where Three Services we offer or may introduce require certain rules to ensure they can be enjoyed by all our customers.
(d) Any such policy will be available on our website and may be changed from time to time
Responsible use – How you use the Messaging and Storage Services
6.9 While using the Messaging Services, you must not send or upload:
(a) anything that is copyright protected, unless you have permission;
(b) unsolicited bulk or commercial communications or other unauthorised communications, or knowingly send any viruses; or
(c) anything that is obscene, offensive, abusive, defamatory, menacing, harassing, threatening or is unlawful in any other way.
6.10 We may put limits on the use of certain Three Services, such as Messaging Services or Storage Services. For example, we may limit the size
of messages or storage space.
6.11 While we have no obligation to monitor the Messaging Services or Storage Services, if you exceed our published use limits, or we’re made
aware of any issues with your use of these Three Services (for example, if we’re made aware that you’re using Three Services in any of the
ways prohibited in Section 6.8 above) we reserve the right to remove or refuse to send or store content on your behalf. You may still be charged
for any content which is blocked or removed.
Responsible use – How you use the Age Restricted Services
6.12 If you’re under 18, you’re not allowed to access our Age Restricted Services. If you’re 18 or over and you access the Age Restricted
Services, you mustn’t show or send content from the Age Restricted Services to anyone under 18. You must also ensure that you’ve deactivated
any access to Age Restricted Services if you let anyone under 18 use your Device.
6.13 You accept that we cannot control access to age restricted services obtained over WiFi.
Responsible use – How you use the Three Services outside the UK
6.14 If you use Three Services from a country outside the UK:
(a) your use of Three Services may be subject to laws and regulations that apply in that other country, and we’re not responsible for your
failure to comply with those laws or regulations;
(b) you will be roaming on another operator’s network, so you may not receive the same level of coverage and speed as you’re used to on
theThree network. We have no liability if you’re unable to access services abroad, or if the quality of any other operator’s network services
differs from those provided on the Three network.
6.15 You may accidentally roam if you’re in an area close to national borders because your Device picks up a network signal across the border. If
this is the case then you may be charged as if you were roaming on an international network.
Paying your Bills
6.16 You must pay us all Charges in connection with all Three Services which are accessed using the SIM we supply you. You must pay the
Monthly Charge, whether or not your allowance of voice Units, text Units and/or data Units are consumed by you or by another person, with or
without your permission. You must also pay for all Three Services which don’t involve a conversion of voice Units, text Units and/or data Units
within your allowance and which are accessed using the SIM we supply you or which are accessed using your Device, whether the Three Services
are accessed by you or by another person, with or without your permission. If your SIM and/or Device is lost or stolen you remain responsible
for all the Charges to your account until you tell us what happened and arrange for your SIM and/or Device to be deactivated.
6.17 We’ll send you a bill on a periodic basis and this will usually be done monthly. However, we may change this period, and we would give you
at least 14 days’ notice of this.
6.18 Your bill will normally include your Monthly Charge for your Package for the next billing period and any administration fees along with
Charges for your use of the Three Services in the UK in the last period and outside the UK in prior periods (if not within your allowance). If your
Package includes an allowance, this will be made up of voice Units, text Units and/or data Units which are convertible into a certain number of
voice minutes or text messages, and/or a certain amount of data each month. On your bill, we’ll include the “per unit” cost for your allowance to
help you understand the value you’re getting from your Package. If you haven’t used all of that monthly allowance by the time we bill you, it will
expire and your monthly allowance will then start again on each monthly bill date (which you will see on your bill).
6.19 Charges on your bill are shown inclusive of VAT (where appropriate), unless you’re a business customer, in which case, VAT will be added to
your bill where appropriate.
6.20 You must make your payment by the due date and by one of the payment methods stated on your bill. If you choose to pay by a Recurring
Payment Method, you will benefit from a monthly discount (as set out in our Price Guide. See also Section 6.22). However, we may also submit an
interim bill or require an immediate payment if we think you have exceeded a reasonable limit on your account. Your bill will state the amount of
the Charges due from you and the due date by which you must make payment. If you fail to pay your account on time, you will be breaking your
agreement and we may Suspend or Disconnect you. In this case, you will have to pay any outstanding Charges. We may set a credit limit on
your account. If you exceed the credit limit we set, we may Suspend any or all of the Three Services you use until you’ve made a payment to
your account. You shouldn’t use the credit limit for budgeting as the amount you owe isn’t capped or limited by any credit limit we set.
6.21 We may need to take legal or other collection action against you for non- payment of Charges. This could mean you have to pay our
reasonable costs and expenses, or the reasonable costs and expenses of our assignees, including legal and administration costs. Interest may be
added on a daily basis to any unpaid Charges and costs, at 2% per annum above the base rate of HSBC Bank plc, from the date payment is due
until it is received.
6.22 We require you pay your Charges by a Recurring Payment Method, as a condition of signing up to Three Services, and you will benefit from a
discount to your Monthly Charge if you pay by a Recurring Payment Method. If you pay by means other than Recurring Payment Method you
won’t benefit from this discount, resulting in an additional Charge.
7. Your Rights – Complaints
7.1 If you’re unhappy about any aspect of Three Services, you should contact Three Customer Services.
7.2 We’ll investigate any complaint in accordance with our customer complaints code, after which we’ll contact you with the results. A copy of our
customer complaints code can be viewed on our website at Three.co.uk/complaints or you can request a copy by contacting Three Customer
Services. If we are unable to resolve your complaint, you may, depending on the nature of your complaint, be entitled to ask Ombudsman
Services: Communications to consider your complaint for you. Their website address is: https://www.ombudsman-services.org. Alternatively, if
your complaint is about a purchase you made online and we have been unable to resolve your concerns through our complaints process, you can
submit your complaint through the European Commission’s online dispute resolution platform which can be found at the following website
7.3 See Section 13 for information about data protection and privacy complaints.
8. Our Rights – Intellectual Property
8.1 All rights in Three Services and their content, belong to us, or our licensed source, such as a content provider. We reserve all our rights.
8.2 The ‘Three’ trademark and other related images, logos and names are proprietary marks of our group of companies. We reserve all our
9. Suspension of Three Services
9.1 We may Suspend any or all of the Three Services you use without notice if:
(a) we reasonably believe you‘ve provided us with false or misleading details about yourself as set out in Section 13;
(b) we advise you that your excessive use of Three Services (as may be defined in accordance with Section 6.7 above) is causing problems
for other users, and you’re continuing to use Three Services excessively;
(c) we believe your Device or SIM has been lost, stolen or is being used in a way not allowed by this agreement;
(d) we reasonably believe that you‘ve used Three Services, the SIM(s) or a Three phone number for illegal or improper purposes in
contravention of our responsible use requirements in Section 6 above;
(e) we receive a serious complaint against you which we believe to be genuine (for example, if we receive a complaint that you’re using
Three Services in any of the ways prohibited in Section 6); or
(f) we’re required to Suspend your Three Services by the emergency services or other government authorities.
9.2 In addition to the circumstances set out in Section 9.1, we may also Suspend any or all of the Three Services you use without notice if:
(a) you haven’t paid our Charges on time, or if you’ve previously failed to pay your Charges on time; or
(b) you’ve exceeded any credit limit that we may have set for you (as set out in Section 6.20 above); or
(c) you have insufficient credit in your account to cover Charges you agreed to pay in advance.
Additionally, we reserve the right to Suspend any other account(s) you have with us, if we reasonably believe that you will be unable to pay the
9.3 We may end any calls that you make that are longer than 2 hours’ duration in order to prevent you from incurring excessive, inadvertent
9.4 We may turn off your Messaging Services if they’re inactive for an extended period of time – we’ll let you know before this happens. If we do
turn off your Messaging Services we’ll have no obligation to maintain any of the content in your Messaging Services, or to forward any unopened
or unsent messages to you, or anyone else.
9.5 If we Suspend any or all of your Three Services, you will still be able to make emergency calls (unless they’ve been Suspended at the request
of the emergency services).
9.6 If your Three Services are Suspended, we may agree to re-Connect you if you ask us to do so and there may be a re-Connection Charge for
10. Ending this agreement and Disconnection of Three Services
10.1 You may end this agreement in the following ways:
(a) in certain circumstances under our Returns Policy which can be found at Three.co.uk/returns. You will need to get in touch with Three
Customer Services to arrange Disconnection;
(b) during your Minimum Term (if you have one) by giving notice to Three Customer Services 30 days before the date you want to end the
agreement. You must pay us all the Charges you owe, plus any Cancellation Fee for your Package (as set out in the Price Guide);
(c) at the end of your Minimum Term or any time after your Minimum Term has expired, or if you don’t have a Minimum Term, provided you
give notice to Three Customer Services at least 30 days before the date you want to end the agreement. A Cancellation Fee won’t be
(d) within one month of us telling you about a variation to your agreement (which includes your Package) which is likely (in our reasonable
opinion) to be of material detriment to you. You must give notice to Three Customer Services within that month and your agreement will
finish at the end of that month once we receive your notice.
10.2 You won’t be able to end the agreement during your Minimum Term without paying a Cancellation Fee if the variation to your agreement
(which includes your Package, Three Services or our prices) is due to any of the following circumstances:
(a) the change is due to changes to the law, government regulation or licence which affect us – this includes any increase or change in the
rate of VAT or other applicable taxes or any new taxes that are introduced;
(b) the change relates solely to Additional Services or Add-on(s) In such circumstances you won’t be able to end your agreement but you
will be able to cancel the Add-on(s) or stop using the Additional Services;
(c) the change isn’t (in our reasonable opinion) likely to be of material detriment to you;
(d) the change relates to a variation in our Charges for our Outside of Allowance Services and such changes are not (in our reasonable
opinion) likely to be of material detriment to you or you don’t (in our reasonable opinion) regularly use the Outside of Allowance Services
(e) the change is a RPI Change.
10.3 We may end this agreement in the following ways:
(a) by giving you at least 30 days’ notice if your Package doesn’t have a Minimum Term, or the Minimum Term has ended;
(b) immediately in the following cases:
(i) if we have the right to Suspend your Three Services on any of the grounds in Section 9 and we believe that the grounds are serious
and have not been, or are unlikely to be, rectified;
(ii) if we believe that your communications with Three Customer Services or any of our retailers or agents, or your use of our Three
Services, are jeopardising the operation of the network, or are of an unacceptable nature;
(iii) if we reasonably believe you won’t be able to pay your bill. This could result from a failure to pass one of our credit assessments;
(iv) in the event of your bankruptcy or insolvency; and, in any of these circumstances, you have to pay all the Charges you owe up
until we Disconnect you;
(c) if we no longer have access to other operators’ networks which we need to provide Three Services, or if we’re no longer able to provide
Three Services due to factors beyond our control or because we cease business. If reasonably possible under these circumstances, we
will endeavour to provide you with such notice as is practical.
11. Effect of this agreement ending
11.1 If this agreement ends, we’ll close your account and Disconnect you and you won’t be able to use Three Services or make emergency calls.
11.2 You must immediately pay all Charges you owe up to the date the agreement ends. If we end the agreement due to your conduct, or if you
end your agreement within the Minimum Term, the Charges will include a Cancellation Fee.
11.3 We may bill you up to 4 months following the Disconnection of your account, in respect of Charges that were incurred during your
agreement with us, but not billed prior to the date of Disconnection. In accordance with Section 6.16, you must pay us all Charges in connection
with all Three Services which are accessed using the SIM we supplied you.
12. Liability Limits on our liability
12.1 All of our obligations to you relating to Three Services are set out in your agreement. If you wish to make any change to this agreement or
rely on any other term, you must obtain our agreement to the change of term in writing.
12.2 Except as set out in 12.3:
(a) all other terms, conditions and warranties relating to Three Services are excluded;
(b) our entire liability to you for something we do or don’t do will be limited to £3,000 for one claim or a series of related claims;
(c) we’re not liable for any loss of income, business or profits, or for any loss or corruption of data in connection with the use of Three
Services.We’re not liable for any loss or damage that was not reasonably foreseeable when you entered into the agreement; and
(d) we’re not liable for any service, goods and content you may take from third parties, including if they are defective or deficient, and any
dispute with a third party will not affect your obligations to us.
12.3 Nothing in this agreement removes or limits our liability for fraud, death or personal injury caused by our negligence or for any liability
which can’t be limited or excluded by law. If you’re a consumer, the terms of this agreement won’t affect any of your statutory rights which you
have, which cannot be excluded by this agreement. For more information on your statutory rights, contact your local authority Trading Standards
Department or Citizen’s Advice Bureau.
Three Services – Area where we have no responsibility
12.4 We’ll try to ensure the accuracy, quality and timely delivery of Three Services. However:
(a) we accept no responsibility for any use of, or reliance on, Three Services, or for any disruptions to, or any failures or delays in, Three
Services. This includes, without limitation, any alert services or virus detection services; and
(b) subject to Section 12.3 we don’t make any representations as to the accuracy, comprehensiveness, completeness, quality,error free
nature, compatibility, security or fitness for purpose of Three Services. They are provided to you on an ‘as is’ basis.
12.5 We won’t be liable:
(a) for any loss you may incur as a result of someone using your PINs or passwords with, or without, your knowledge; or
(b) if we cannot carry out our duties, or provide Three Services, because of something beyond our control. Others’ content and Services –
Areas where we have no responsibility.
Others’ content and Services – Areas where we have no responsibility.
12.6 You may be able to use Three Services:
(a) to upload, email or transmit content; and
(b) to access content which is branded or provided by others and to obtain goods and services from others, which may be in a digital form.
Where we provide you with such access, all we do is transmit the content to you and we don’t exercise control over the content, goods
or services. We’re not responsible or liable in any way for, and don’t endorse, any of this content, goods or services, including any content,
goods and/or services that you may pay for using Three Services. You also accept that we have no responsibility for information you
supply to third parties who provide content, goods or services on the Three Network.
12.7 This Section 12 will apply even after this agreement has ended.
13. Privacy Notice and Your Information
13.1 We’ll only use your personal information in accordance with this notice and applicable UK data protection and privacy laws. Please read all
of this notice and feel free to contact us at the address below with any questions.
13.2 Whenever you provide us with personal information about yourself, you agree that it will be true, complete and accurate. You must tell us if
this information changes.
13.3 If you provide us with information about another individual or register a Device in the name of another individual you must have their
agreement to do so or be acting with legal authority.
13.4 If we reasonably believe that you have supplied us with false or inaccurate information, or if we suspect fraud, we may delay your
Connection or suspend your access to Three Services until an investigation has been completed to our satisfaction.
13.5 “Your Information”
(a) By “Your Information” we mean information that you give us or that we obtain about you as a result of any application or registration
for, and use of, Three Services. It may include your name, current and previous address(es), date of birth, phone and fax numbers,
gender, email address, employment and lifestyle information, bank and credit or debit card information, and information obtained from
credit reference and fraud prevention agencies, marketing organisations and those who provide services to us, and may include
information from other countries.
(b) While you’re a customer of Three, we’ll also acquire and process information about your use of Three Services, including Location
Data, your Communications Data, your phone number, the unique code identifying your Phone and SIM, and your account information,
including contact history notes.
(c) Some of the information we collect about you may be classified as “sensitive” (such as visual or hearing impairments) and we’ll ask
your permission if we wish to use or share this information.
13.6 Use of “Your Information”
We may process “Your Information” for a number of purposes including:
(a) Credit Referencing, Identity Checks and Fraud Prevention
(i) We’ll make searches about you at credit reference agencies who will supply us with credit information, as well as information from the Electoral Register, to help us to decide whether to accept your application or future applications, and to verify your identity. The
agency will record details of our search and your application whether you’re accepted or not. We’ll use a combination of credit scoring
and/or automated decision making systems when assessing your application. This information may be used for debt tracing.
(ii) We’ll also disclose details of your agreement with us, the payments you make under it, account balances and information about
any default, dispute, and debts to credit reference agencies. We’ll also disclose details of any change of address reported to us or
which we become aware of.Credit searches and the information supplied by us and held by credit reference agencies is used by us
and other organisations to help make decisions about other credit applications by you or other members of your household with
whom you’re linked financially to trace debtors, recover debts, to prevent and detect fraud and to manage your account.
(iii) We may also check and share your details with fraud prevention agencies and we’ll record (and pass to the fraud prevention
agencies) details of any false or inaccurate information provided by you or where we suspect fraud. Records held by fraud
prevention agencies will also be used by us and other organisations to help prevent fraud and money laundering, for example,
when checking details on applications for credit or other facilities, managing credit and credit-related accounts or facilities,
recovering debt, checking details on proposals and claims for all types of insurance and checking job applications and employees.
Those fraud prevention agencies may disclose
information to law enforcement agencies where requested and necessary for the investigation of crime. We and other organisations
may access and use (from a country other than the UK) the information recorded by fraud prevention agencies.
(iv) We may also use and share your details for the collection of any debts owed by you. This may include the use of debt collection
agencies to collect debts on our behalf or may include the assignment of debts to a third party company. The assignment of debts will
involve the sale of your debt and account information to a third party company – this information may include your name, address and
contact information,year of birth, debts owed, payment history and other information necessary to help recover the debt.
(v) We may also pass and share information to other communications service providers and network operators for the detection and
prevention of theft and fraud. You can ask us at any time for details of the credit reference and fraud prevention agencies to whom
we disclose and obtain information about you. Please write to: Credit Referrals, 123 St Vincent Street, Glasgow G2 5EA.
(b) Account and Service Management
(i) To process applications, registrations or orders made by you, to create and administer accounts, to calculate and charge for Three
Services, to produce any necessary invoices or billing statements, and to provide customer services including the management of any
complaints or queries.
(ii) To supply any products, services or information requested by you and/or which we may provide.
(iii) For traffic and billing management.
(iv) To update your Device remotely “over the air” with software updates and to investigate and resolve any Service related queries
made by you.
(v) To process data revealing the geographic location of your Device in order to provide location based services requested by you and
which may be provided by Three or by third parties on behalf of Three, or where you request location based services directly from
third parties. We may share your Location Data with the emergency services if you call 999 or 112 using a Device with Android
operating system 2.3 and above within the UK. This is to help the emergency services more accurately locate you in the event of an
emergency where you may not know, or be able to communicate, your location.
(vi) We may monitor and record calls and messages between you and Three Customer Services for training and quality purposes.
(vii) Please be aware that when you call Three Customer Services, your phone number will automatically be presented to Three
Customer Services so that we’re able to provide you with integrated customer services and for security purposes.
(c) Marketing and keeping you informed
(i) To carry out analysis of your information, in order to develop our relationship with you, to develop and personalise Three Services
and to present and deliver these to your Device.
(ii) To keep you informed about Three’s services, developments, pricing tariffs, special offers, and any discountsor awards which we
believe may be of personal interest to you, or which you may be entitled to. We may keep you up to date directly to your Device, and
by post, phone and by electronic messaging such as phone, text and picture message, email voice, audio and videomail, subject to
any preferences indicated by you. You can contact us at any time to ask us not to use your location or Communications Data for
marketing purposes or if you would prefer not to receive direct marketing information, or simply to update your preferences by
writing to or calling Three Customer Services, by sending an email to email@example.com or by updating your marketing
preferences directly from your Device or online using My3.
(iii) To tell you about the products and special promotions of carefully selected partners (subject to your preferences) and allow you to
receive advertising and marketing information from them but without passing control of your information to the third party
concerned. You can update your preferences at any time as described above.
(iv) To carry out market research.
(d) To carry out activities necessary to the running of our business, including system testing, network monitoring, staff training, quality
control and any legal proceedings.
(e) To carry out any activities or disclosures to comply with any regulatory, government or legal requirement.
(f) We may enter your name, address and phone number in a publicly available directory enquiry service and directories operated by us
or by a licensed third party operator such as BT, subject to your preferences and only where you have given us permission.
(g) We may share your information with other members of our group of companies, and with our, or their, partners, associates, agents and
contractors who provide services to us, and for the purposes of pursuing our legitimate interests, including people who are interested in
buying our business. These may include people and companies outside the European Economic Area (the “EEA”) which consists of the
European Union Member States together with Iceland, Liechtenstein and Norway.
(h) Certain services may be provided by our suppliers in India. Where this is the case, we’ll ensure that your information is processed to
the same UK standards adopted by us.
(i) We may retain your information for as long as is necessary for the purposes detailed in this notice and until charges for services
cannot be lawfully challenged and legal proceedings may no longer be pursued. Generally, we’ll keep your communications data for up
to one year. Your account information will be kept after your relationship with Three ends to comply with legal and regulatory
13.7 If you use Three Services from a country outside the UK it may be necessary to transfer your information to that country. If that country is
outside of the EEA, the treatment of your personal information may be subject to laws and regulations applying in that country and which may
not protect your information to the same standards that apply in the UK and the EEA.
13.8 When you make a call, the calling line identity (CLI) of your phone (your phone number) will be displayed on the phone of the person you
call. If you don’t wish your CLI to be displayed and/or transmitted you should check your user guide or contact Three Customer Services. Your
CLI cannot be blocked when calling the emergency services, or when sending a text, picture, or video message.
13.9 You must keep any passwords and PIN numbers relating to your Three account and Three Services safe and secure. You must not share
them with anyone else. If you find or suspect that anyone else knows your passwords or PIN numbers, or can guess them, you must contact us
immediately and ask us to change them. This is your responsibility.
13.10 You have the right to obtain a copy of personal data which we may hold about you. Please write to the Data Protection and Privacy Officer,
Hutchison 3G UK Ltd., Star House, 20 Grenfell Road, Maidenhead, SL6 1EH. Alternatively, please email: dpa.officer@Three.co.uk. We may ask
you to provide proof of your identity and residence and may charge £10 to cover our administrative costs. We will not accept payment of this
fee by cash.
13.11 If you have any questions about this notice or the way in which your information is processed, please contact the Data Protection and
Privacy Officer, by writing or sending an email to the above addresses.
13.12 If we change this notice we’ll post the amended version on our website so you always know how we’ll collect, use and disclose your
14.1 Our website, Three.co.uk, is a great source of information that you may find useful when using the Three Services – it’s the most up to
date source of information about Three and Three Services.
14.2 If we need to send any notices under this agreement to you, we’ll do this by communicating them to you via phone, text message,
electronic messaging, email, or mail, using your most recent contact details given to us (if any).
15. Other terms
15.1 This agreement is governed by English Law unless you live in Scotland, in which case it will be governed by Scots Law. Each of us agrees to
only bring legal actions about this agreement in a UK court.
15.2 If you, or we, delay, or don’t take action to enforce our respective rights under this agreement, this does not stop you, or us, from taking
15.3 If any of the terms in this agreement are not valid or legally enforceable, the other terms won’t be affected. We may replace any term that
is not legally effective with a similar term that is.
15.4 We may assign or transfer some or all of our rights and obligations under your agreement to a party who agrees to continue complying with
our obligations under this agreement, provided that your rights under the agreement or any guarantees given by us to you are not affected. No
other person (other than our assignee(s), if any) may benefit from this agreement.
15.5 In exceptional circumstances, a government authority may order the reallocation or change of phone numbers, in which case we may have
to change your Three phone number.
15.6 You confirm that you have full contractual capacity to agree to the agreement and are able to pay the Charges.
15.7 Third parties can’t benefit from this agreement under The Contracts (Rights of Third Parties) Act 1999.
15.8 Our registered company number is 03885486 (England and Wales) and our registered office is at Star House, 20 Grenfell Road,
Maidenhead, Berkshire SL6 1EH.
Where we use these words they have the following meanings:
Additional Services: additional, optional or extra services which you choose to use which are not services that are part of your Package or
Outside of Allowance Services. For example, they may include (but they’re not limited to) Add-Ons, Premium Services, international services,
services you use whilst roaming abroad, directory enquiry services, any other additional services listed in our Price Guide, calls to
non-geographic numbers (such as calls to 084,087), content or applications you may buy and/or any third party services.
Add-on: an additional credit which you can buy for specific supplemental Three Services (as detailed in the Price Guide).
Age Restricted Services: any Three Services which are for use only by customers 18 or over.
Cancellation Fee: means a fee charged if we end the agreement due to your conduct or if you end your agreement within the Minimum Term.
The fee is set out in the Price Guide and is calculated as a lump sum equivalent to the total of the Monthly Charges remaining during the
Minimum Term of your agreement less a discount of: (i) 3% for new connecting customers who are in the first Minimum Term of their agreement
with us; or (ii) 10% for existing customers that have upgraded or renewed their existing contract with us for a further, subsequent Minimum
Charges: charges for access to, and use of, Three Services as set out in the Price Guide. These charges may cover (but are not limited to) fixed
periodic charges, including your Monthly Charge, usage charges (for example, charges for Outside of Allowance Services or Additional
Services), account administration fees, fees for Connection and re- Connection and any costs incurred in collecting outstanding payments from
Communications Data: information about the routing of services, calls and messages you make and receive, the date, time, duration and cost
of these, and information about the identity of your Device and SIM. Connection: the procedure by which we give you access to Three Services.
‘Connect’, ‘Connecting’, and ‘re-Connection’ have corresponding meanings.
Device: any device you use to connect to Three Services, including a Phone, Dongle, Mobile Wi-Fi, Tablet or Laptop that is authorised by us for
Connection to the Three Network.
Disconnection: the procedure by which we stop your access to Three Services. ‘Disconnect,’ ‘Disconnected’ and ‘Disconnecting’ have
Dongle: the USB modem that’s authorised by us for Connection to the Three Network which is used to access Three Services.
January RPI Rate: the January Retail Price Index annual percentage change published by the Office for National Statistics in February of each
year. We may also refer to this as the “RPI Rate”.
Laptop: a laptop which is used in conjunction with a Dongle and/or Mobile Wi-Fi and/or SIM to access Three Services.
Location Data: data indicating the geographical location of your Device when using Three Services or when your Device is switched on.
Services: any email, voicemail, text (SMS) and multimedia messaging services (MMS), personal information management and other message
or communication facilities which let you communicate with others.
Minimum Term: the minimum fixed term for the supply of Three Services as laid out in your Package.
Mobile Wi-Fi: the wireless mobile device which is authorised by us for connection to the Three Network and is used to access Three Services.
Charge: is the monthly fixed charge payable by you for your Package (as set out in the Price Guide), including any RPI Change. Outside of
Services: any standard Thee Services (i.e. calls and texts to standard UK mobiles and UK landlines you use when you have used up the Units
(whether voice Units or text Units or data Units, as applicable) which may be included in your Package (if any) or, if you don’t have any inclusive
allowances with your Package, any standard Services you may use.
PAC: a Porting Authorisation Code
Packages: our current Packages available for you to select that are set out in the Price Guide as well as any other Packages we may introduce
in the future. ‘Your Package’ means the Package you have chosen, details of which are set out in the Welcome Letter, including your Minimum
Term. There may be more than one Package available for you to choose from and if so, you will need to select one before you’re Connected to
Three. Depending on the Package you choose, you may receive an allowance made up of Units, being voice Units, text Units and data Units,
which entitle you to a specified
number of voice minutes, text messages and/or data – details of these are set out in the Price Guide. The Packages we offer may be changed or
withdrawn from time to time, and can be viewed atThree.co.uk or details requested from Three Customer Services.
Phone: a mobile phone that you put a SIM into to receive Three Services.
Premium Services: any Three Services which are charged at premium rates. You can only access these Three Services, such as international
calling and international roaming, with our approval.
Price Guide: the document that sets out the Packages available to you, our current Charges and relevant terms (including any Minimum Term
and payment commitments). It can be viewed atThree.co.uk/priceguide RPI Change: an increase to the Monthly Charge as described in Section
RPI Rate: the January Retail Price Index annual percentage change published by the Office for National Statistics in February of each year. We
may also refer to this as the “January RPI Rate”. Recurring Payment Method: a means of, automated payment, pre-authorised by you, such as
by Direct Debit or a recurring credit or debit card payment.
Returns Period: the number of days you have to cancel your agreement and/or return your Device, as detailed in the Returns Policy, or as
stated in your Welcome Letter.
Returns Policy: our returns policy applicable at the time your agreement begins, the current version of which is available at
SIM: a card which contains your Three phone number and enables you to access Three Services.
Storage Services: any Three Services which offer you storage capacity on the Three Network for storage of content which you access from
Suspension: the procedure by which we temporarily Disconnect your access to the Three Services. ‘Suspend’ and ‘Suspended’ have a
Tablet: a tablet personal computer which is authorised for connection to the Three Network and is used to access Three Services.
Terms: these Terms and Conditions for using the Three Network and Three Services. Three Customer Services: our service team who are
available to help you with your queries. Device customers can call 333 (free) from a Three Phone or 0333 338 1001 from any other line
(standard call charges apply). Mobile Broadband customers can call 500 (free) from a Three Phone or 0333 338 1003 from a landline
(standard call charges apply). Or you can email firstname.lastname@example.org
Three Network: means the public telecommunications network owned, operated or used by Three.
Three Services: the services offered by Three, including, but not limited to, call services, internet access, Messaging Services, Storage
Services, Age Restricted Services and Premium Services, which we have agreed to provide to you.
TrafficSense™: Tools and insight we use across the Three Network for the intelligent management of data traffic. See Three.co.uk/trafficsense
for more information.
Unit: a voice Unit, text Unit or data Unit. On use, each voice Unit will be automatically converted to one minute of a phone call, each text Unit will
be automatically converted to one text sent, and each data Unit will be automatically converted to a specified amount of data – full details are
set out in the Price Guide.
Welcome Letter: the letter or email we send to you when you take out a new agreement with us – either as a new customer or as an existing,
From 18 June, we’re increasing the cost of some of our Additional Services for customers on our contract handset plans (who joined us or upgraded on or after 14 March 2014), contract SIMO plans (who joined us or upgraded on or after 15 July 2014) and contract mobile broadband plans (who joined us or upgraded on or after 12 August 2015). For the avoidance of doubt, PAYG customers are out of scope.
The price changes are shown below:
|Additional Service||Current price||Price from 18 June|
|Calls to numbers starting 084, 087, 118 and 09.||45p per minute Access Charge (1-minute minimum charge) plus the Service Charge (set by the company you’re calling – they’ll tell you this).||55p per minute Access Charge (1-minute minimum charge) plus the Service Charge (set by the company you’re calling – they’ll tell you this).|
|Multimedia Messages (picture and video messages)||40p per message||55p per message|
|International calls to Europe from the UK including Isle of Man (excluding Channel Islands)||46–56p per minute||£1.25 per minute|
|International calls to the rest of the world from the UK (including Channel Islands)||46p–£1.02 per minute||£1.75 per minute|
|International texts from the UK||25p per message||35p per message|
Outside of Allowance Calls:
For your information, we will also be increasing the cost of outside of allowance calls with effect from 18 June, but this will not be relevant to new
acquisition customers relevant to new acquisition customers as our plans now come with an allowance of All-you-can-eat voice minutes.
|Outside of Allowance Service (excluding contract mobile broadband customers)||Current price||Price from 18 June|
|If the customer has used up all their monthly inclusive allowance and continues to make calls to standard UK landlines (starting 01, 02 or 03; excludes calls to the Isle of Man or the Channel Islands), UK mobiles (any network) and their Three voicemail (if the customer is on one of our Essential Plans).||35p per minute||55p per minute|
Vodafone Terms and conditions
Your Charges Guide
Call 03333 043 222 or email email@example.com for a large print or braille version of this document.When these charges will apply
Your plan includes an allowance for calls to any mobile network within the UK, standard UK landlines (starting 01,02,03) and voicemail. It also includes an allowance for standard text messages and data usage. It may also include a monthly roaming allowance for calls to any mobile network in the UK or in our Roam-free destinations, standard UK landlines (starting 01,02,03), voicemail, standard text messages and data usage. Once you have exceeded your plan allowance or you use services which are not included within your plan, the prices shown in this Charges Guide will apply.
In some cases, you may be able to buy an extra to give you additional allowances. You can view our range of extras at
How we charge for data usage
We measure your data usage in kilobyte (KB). Data is based on the following units:
- • 1024 KB = 1 Megabyte (MB)
- • 1024 MB = 1 Gigabyte (GB).
Your inclusive data allowance and additional data services will set out the amount of data you can use without an additional charge.
We calculate your data usage based on the amount of data that travels over our network, which may differ from the data your device consumes. Your data usage may include data packages which are re-sent over the network, for example if your connection drops off or if a webpage is refreshed. Certain data services (websites and other packets) may be usage free and will not be taken from your data allowance, whilst others can consume your data allowance.
It does not matter if you are using 2G, 3G, 4G, GPRS, Edge or HSPA we measure data in the same way over each of these networks.
Our UK data charges
|Plans without a data allowance
You’ll be charged for data as you browse
|£2.50 per 100MB|
|Plans with a data allowance
You’ll be charged for data once you’ve exceeded your allowance
|Red or Red Value Bundle Pay monthly phone plans
that started between 3 April 2015-4 May 2016
|£6.50 per 500MB|
|All other Pay monthly phone plans||£6.50 per 500MB|
|Red or Red Value Bundle SIM only plans
that started between 16 August 2015 – 4 May 2016 £
|£6.50 per 500MB|
|All other SIM only plans||£6.50 per 500MB|
|Data on the go plans||£6.50 per 500MB|
Expected upload and download speeds
For an estimate of the coverage and speeds you may experience at home and when you are out and about in the UK, please see our coverage checker at vodafone.co.uk/coverage
Information on your rights, should you experience speeds below those displayed on the coverage checker, is set out in the “Problems with our services” section in your General Network Terms.
Voice calls and messaging within the UK from UK mobiles
|Standard UK call charges||Cost per minute (one minute
minimum call charge applies)
|Calls to any Vodafone UK mobile, standard UK landline (starting 01, 02, 03) and voicemail||55p|
|Other mobile networks within the UK||55p|
|Non-geographic numbers (084, 087, 09, 118)||55p per minute Access Charge plus Service Charge|
|Vodafone Directory Enquiries (118 881)
Calls cost 80p per minute plus your phone company’s Access Charge.
|55p per minute Access Charge plus a Service Charge|
|Freefone numbers starting 0800, 0808||Free|
|Radio-paging services (start 076)||55p (per call)|
|Personal numbering services (start 070)||55p|
|Call forwarding services (e.g. 07744, 07755)||55p|
|Video calling to Vodafone UK mobiles||55p|
|Video calling to other UK mobiles||55p|
|Voice Shortcodes; typically 5–7 numbers long, used to dial TV/Radio shows, competition lines and information services. Each service advertises clearly the price charged.||Free to £2.00 per minute (one minute minimum call charge applies)|
|UK premium numbers||Prices|
|Premium rate services (starting ‘09’)||55p per minute Access Charge plus a Service Charge|
Calls to non-geographic numbers beginning 08, 09 and 118 are split into two parts;
- (i) Vodafone’s Access Charge is the cost to connect the call, this is 55p per minute. It is charged by the second with a one minute minimum call charge;
- (ii) the Service Charge which is set by the service or organisation you are calling.
To find out more, visit vodafone.co.uk/ukcalling
All standard UK call charges, including voicemail, within your minutes allowance are charged by the second with a one minute minimum call charge. Please note that, due to technical limitations, the start time of any calls made by you may not be the same as shown on your bill. Also, if you lose signal during a call you will remain connected to our network for a short period and will be charged accordingly. To avoid any unnecessary charges, please end each call in line with the user instructions on your handset.
|UK messages||Cost per message|
|Standard text message (up to 160 characters)||35p|
|Long text message (over 160 characters)||35p|
|Picture messages (up to 300kb)||55p|
|Non-standard UK text messages e.g. call forwarding services (e.g. 07744, 07755)||35p|
|Calls to charity numbers||Cost|
|Charity numbers starting 0800 or 0808||Free – see vodafone.co.uk/pmcharges|
|International calls, texts and video calls from the UK||Cost|
|International Calls (one minute minimum call charge applies)|
|International Europe Zone||£1.50 per minute|
|The Rest of the World||£2.00 per minute|
|Worldwide (up to 160 characters)||35p per message|
Channel Islands and Isle of Man charges
Making a call to the Channel Islands (Guernsey or Jersey) and the Isle of Man will not be included in your monthly allowance.
|Channel Islands and Isle of Man charges||Cost|
|Standard text to Channel Islands (Guernsey and Jersey) and Isle of Man||35p per message|
|Standard Calls (one minute minimum call charge applies)|
|Standard call to Channel Islands (Guernsey and Jersey) and Isle of Man||55p per minute|
Charges for using your phone abroad
We’ve divided the world into zones which carry different charges. As zones, countries and charges change from time to time, please check our website before travelling at vodafone.co.uk/travelling for the latest information on our charges.
|Making calls||Texts||Using data||Receiving calls||Sending picture messages|
|Roam-free destinations||Usage taken from inclusive allowance,
or charged at your home rate*
|Free||55p per picture message|
|Roam-further destinations||£6 daily charge then usage taken from inclusive
allowance, or charged at your home rate
|Free||66p per picture message|
|Rest of World Zone 1||60p per min||8p per text||12p per MB||36p per min||66p per picture message|
|Rest of World Zone 2||£1.20 per min||30p per text||60p per MB||72p per min||66p per picture message|
|Rest of World Zone 3||£2.40 per min||60p per text||£1.80 per MB||£1.56 per min||66p per picture message|
|Rest of World Zone 4||£2.40 per min||60p per text||£7.20 per MB||£1.80 per min||66p per picture message|
Additional charges may apply when calling non-UK numbers, or calling and texting non-standard numbers – please visit vodafone.co.uk/travelling for a full list of charges
In Roam-free destinations and Roam-further destinations calls are charged by the second with a one minute minimum call charge.
In Rest of World Zones 1, 2, 3 and 4 we will charge you for the call you make, or receive, in one minute increments with a one minute minimum call charge.
Premium rate and satellite calls are excluded and additional charges (including network handling fees) may apply.
If we are charged an admin fee from a foreign network operator for you to receive a text, we will pass this charge to you.
* Roam-free is intended for periodic travel. It isn’t meant for users roaming on a semi-permanent or permanent basis.
If you qualify for a Flexi-upgrade (see your Welcome Letter for details), you’ll need to pay a fee if you upgrade early. The fee is based on the cost of the equipment and the remaining time left on your contract, and can be calculated as follows:
Equipment subsidy ÷ contract length (months) X remaining contract (months)
Early termination fee
If you cancel a contract for your plan before your agreement ends, you’ll need to pay an early termination fee. The fee is based on your monthly plan charge and the remaining time left on your contact, and can be calculated as follows:
Monthly line rental charge (exc. VAT) X remaining contract (months) X 98%
Discounts on your monthly plan.
You can only have one discount on your monthly plan. If your plan already has a discount included, then unfortunately you won’t be able to add another one e.g. Vodafone Advantage. It may be possible to swap your discount, please contact us for more information.
Admin and other charges
|Late payment fee||£5|
|Itemised paper bill||£1.54 per month|
|Additional bill copy||£1.54|
|Plan switching charge||£20|
Managing permissions of users and notifications to end-users
To find out how account owners can manage notifications and permissions for other numbers on their account please visit vodafone.co.uk/support
Prices are correct at time of print and are inclusive of VAT. If there is a conflict between the pricing and plan information in this Charges Guide and the pricing and plan information on our website, then the pricing and plan information on our website shall take priority. You can find out about all our latest call, text, video and data charges by checking vodafone.co.uk/pmcharges
All our services which are offered as “unlimited” (or similar) must only be used for your personal and non-commercial use.
Where a call originating from a handset is disconnected, the network will initially assume that signal has been temporarily lost, e.g. when passing under a bridge or through a tunnel you could lose signal. The connection will be maintained and charged for the first 10 seconds after signal is lost. Should signal be re-established, the call will continue as before. If however, the caller has switched off the phone, run out of battery capacity or moved permanently out of range, the charges for that call will include the 10 seconds. In order to minimise the risk of unnecessary charges, customers should be careful to end each call as set out in the user instructions for the handset.
Please note you may incur additional charges due to manufacturer specific features on your handset. Please see your handset user guide for more information.
Pay monthly airtime conditions 2017
Your agreement with us
Your agreement is with Vodafone Limited, registered in England under number 1471587 at Vodafone House, The Connection, Newbury, Berkshire, RG14 2FN. It’s made up of these General Network Terms and Charges Guide which covers (i) the SIM card/eSIM profile; (ii) any services you use in your plan; and (iii) your Vodafone OneNumber Pay monthly plan. It doesn’t cover any equipment however see “equipment subsidy” below. We’ll send these to you by post or email. We also encourage you to take a look at our Returns and Acceptable Use Policies which also make up your “Agreement” with us. You can find these documents at www.vodafone.co.uk/agreementpolicies.
The basics. When you join us we’ll agree certain things with you and set them out in your Order Form or Welcome Letter. These documents will include important information like:
- 1. how long we’ll provide our services to you and the minimum period you have agreed to stay with us;
- 2.your chosen services and how much these will cost you
- 3. additional services you have chosen as part of your plan,
when they start and end and when you’ll be charged for
- 4. any upfront charges you’ve paid or may have to pay for
your equipment where applicable.
Charging.Your Charges Guide sets out current pricing information about out of bundle charges (charges for messaging, minutes, and data) as well as charges for additional services which are not included in your monthly plan charge. It also includes roaming charges which may be a lot higher than your UK standard charges. All these charges will be added to your bill as and when you use the services.
Charging - Vodafone OneNumber customers. Your Vodafone OneNumber plan does not include any allowance for calls, messaging or data usage. Your Vodafone OneNumber plan will use the allowance from your mobile plan (the “Primary Account”) linked to your Vodafone OneNumber account (the “Secondary Account”). The Charges Guide sets out the current pricing information about out of bundle charges applicable to Vodafone OneNumber customers where your Primary Account has depleted its allowance and for charges for additional services which are not included in your Primary monthly plan charges. All these charges will be added to your bill as and when you use the services. Please check our FAQ’s to confirm whether your Vodafone OneNumber device is able to roam.
Payment.You’ll need to pay for all charges within 7 days of the date of your bill. We ask that you pay by direct debit so please contact us if you wish to pay by other means. Where VAT applies, it will be included in the charges. If you pay late we’ll charge interest of 2% above the base rate of Barclays Bank each year and you’ll also need to pay a reasonable charge to compensate us for the administration costs incurred (see your Charges Guide).
Mobile Upgrade.We don’t have to offer you an upgrade but if we do we’ll agree a new plan, minimum period and any applicable equipment with you. Unless you have upgraded via ‘flexi upgrade’ your new minimum period will not start until you have seen out your original minimum period. We’ll discuss the options with you when you qualify for an upgrade.
In addition, the following also applies to Vodafone OneNumber customers:
Vodafone OneNumber plan. Vodafone OneNumber plans are only available to new and existing consumer and small business customers on a compatible Vodafone Red consumer Pay monthly or SIM only phone plan who have a compatible mobile phone. Your Vodafone OneNumber device will be linked to this account which will be referred to as your “Primary Account”.
You can check whether you have a compatible plan and phone for your selected Vodafone OneNumber device by checking our website.
• Out of bundle services (additional minutes, texts, data, roaming, international calls etc.). We may increase charges for out of bundle services at any time.
If we change your plan charge, out of bundle charges, our services or the Agreement you may have a right to end the Agreement without paying a termination charge (although you’ll need to pay for your equipment subsidy where applicable). Please see “Leaving Us” below.
Problems with our services.We’ll provide our services with reasonable skill and care. However, our services are not fault-free and are not available everywhere in the UK. Please check the predicted coverage in your area on Vodafone’s website (www.vodafone.co.uk/coverage). There are a number of reasons why you may find problems with the services and these include moving home or work, weather conditions, damage to our network, the number of people using the network and so on. Please contact us if you experience a service issue and we’ll attempt to fix it.
During busy periods on our network we may need to manage traffic to ensure everyone has access to our services. You can find out more on our traffic management policy here: www.vodafone.co.uk/terms-and-conditions/consumer/network-and-coverage/traffic-management/index.htm
Lost or Stolen Equipment. If your physical SIM card is lost or stolen or if your device containing your physical SIM or eSIM profile is lost or stolen, you must tell us as soon as possible so we can suspend our services and stop someone else using it. Your maximum liability for charges incurred up until you notify us will be as follows:
Notification within 24hrs: £100 maximum
Notification 24+hrs – 5days: £500 maximum
Notification 5 days+: all charges until you have reported to us.
You’ll also continue to pay all the remaining plan charges for our services for the minimum period, even if your SIM card or equipment is lost or stolen.
Leaving us / suspending the services
If you want to end the Agreement:
Because you simple want to leave us.
Because of the quality of our services.
Important Information and Limitations – Vodafone
1. Your Vodafone OneNumber device must be on the same account as your Primary Account and will be referred to as your “Secondary Account” for the purposes of this Agreement.2. Your Vodafone OneNumber device must be paired to the phone on your Primary Account in order to use data or receive/make calls and receive/send messages on your Vodafone OneNumber device.
3.Without a Primary Account your Vodafone OneNumber device will not function fully. Please refer to our Frequently Asked Questions for further details.
- 4. Your Vodafone OneNumber account will utilise the texts, minutes and data included in your Primary Account plan.
6.You will need to contact us should you terminate your Primary Account, migrate your Primary Account to a non-compatible plan, or no longer have a compatible phone.
7.If the phone paired to your Vodafone OneNumber device is switched off depending on your device type you may not receive messaging on your Vodafone OneNumber device.
Vodafone OneNumber, changing plans – if your Primary Account is cancelled you may wish to change your Secondary Account plan. Where this is possible we will agree a new plan for your Secondary Account and a new minimum period with you.
This service does not work with Enjoy More Passes, if you have an Enjoy More Pass it will be automatically removed from your Primary Account when you take out your Vodafone OneNumber plan.
During your agreement with us
Using the services.You’re responsible for other people that use your equipment and services which are only for your personal non-commercial use. We own the SIM card/eSIM profile and reserve the right to change the SIM card/eSIM profile and mobile number at any time. You may only use equipment that is approved for use on our network. For more information on using our services and restrictions please review our Acceptable Use Policy.
Usage limits on your account.
We may decide to set a usage limit. This could include a monthly call and/or internet limit on your account. It’s possible you may go over this limit (for example when you’re roaming) but if this happens you must still pay all charges. If your usage increases significantly we may ask for a part payment so you can continue to use the services. Your Vodafone OneNumber service will utilise the texts, minutes and data included in your Primary Account plan. If your Primary Account is disconnected, you will incur charges in accordance with the Charges Guide. Some Vodafone OneNumber devices will require 4G coverage in order to use mobile internet.
You may decide to set a usage limit. If you are a new or upgrading customer, you will have the option to set and manage a monthly usage limit to control out of bundle charges. This limit will apply to charges and services (for example any calls, messaging, data usage, picture messages, app purchases and roaming in certain countries) that aren’t included in your plan. It doesn’t include any Pay monthly extras or other recurring charges that you choose to purchase.
Changes to your terms, services or charges.
We may change the Agreement, our services, or charges at any time. We’ll tell you beforehand unless it relates to additional services or out of bundle services you don’t use regularly. The charges may change as follows:
- • Plan charge (minutes, texts, data & entertainment allowance, etc.). Each April your monthly plan charge will increase by an amount equal to the retail prices index rate published by the Office for National Statistics in March (RPI rate). We will apply that RPI rate adjustment from your April bill. If the RPI rate is a decrease, your monthly plan charge will not be reduced.
If we want to suspend our services or end the Agreement.We may suspend our services or end the Agreement if,
(i) you don’t pay any charges on time;
(ii)you don’t do something fundamental that you have to do under the Agreement;
(iii)you use any of our services in a way that may damage or affect the operation of our network; or
(iv)you become bankrupt or make an arrangement with creditors.
What we do with your information and
Other useful information
Liability.We’ll not be legally responsible to you for any loss or damage that is not directly caused by us or which we could not reasonably expect at the time we entered into the Agreement with you, for example, loss of income, business, profit, savings and missed opportunities claims.
Transferring the Agreement.We may transfer this Agreement to anyone at any time provided doing so does not adversely impact your rights under the Agreement. You’ll need to get our permission before transferring the Agreement and the person you are transferring to will need to pass our credit check.
Your number.When you use your mobile equipment, your number may be shown to the third party being contacted. When you use your Vodafone OneNumber device the mobile number of your Secondary Account may be shown to the third party being contacted. Your number will always be shown if you contact 999 or 112.
FONEHOUSE MOBILE PHONE THEFT, DAMAGE & EXTENDED WARRANTY INSURANCE POLICY TERMS AND CONDITIONS
This insurance is arranged by Warranty & Creditor Services of 6 Faraday Office Park, Rankine Road, Basingstoke, RG24 8QB. It is underwritten by UK General Insurance Limited on behalf of Great Lakes Reinsurance (UK) SE
Warranty & Creditor Services, is authorised and regulated by the Financial Conduct Authority. This can be checked on the FCA register by visiting the FCA website at www.fca.org.uk/register/ or by contacting them on 0800 111 6768.
UK General Insurance Limited is authorised and regulated by the Financial Conduct Authority. Registered in England No. 4506493. Registered Office: Cast House, Old Mill Business Park, Gibraltar Island Road, Leeds, West Yorkshire LS10 1RJ.
Great Lakes Reinsurance (UK) SE, is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, Registered in England No. SE000083. Registered Office: Plantation Place, 30 Fenchurch Street, London, EC3M 3AJ. This can be checked on the Financial Services Register at www.fca.org.uk/firms/systems- reporting/register or by calling them on 0800 111 6768.
Intention of Cover
This Insurance provides cover for Your Equipment againstAccidental Damage, Theft, Misuse of Equipment and Breakdown.
The words or expressions detailed below have the following meaning wherever they appear in this policy and will appear in bold with a capital letter.
|Accidental Damage||An accidental and unforeseen failure, breakage or destruction of Your Equipment , with visible evidence of an external force being applied and which results in the Equipment being rendered unusable|
|Administrator||Warranty & Creditor Services of 6 Faraday Office Park, Rankine Road, Basingstoke RG24 8QB Tel (01256) 471387.|
|Breakdown||The failure of any electrical or mechanical component in Your Equipment due to a sudden and unforeseen fault, which causes the Equipment to stop working in the way the manufacturer intended and which requires repair or replacement before the Equipment can be used again|
|Computer Virus||means a set of corrupting, harmful or otherwise unauthorised instructions or code including a set of maliciously introduced unauthorised instructions or code, programmatic or otherwise, that propagate themselves through a computer system or network of whatsoever nature. Computer virus includes but is not limited to 'Trojan Horses', 'worms' and 'time or logic bombs'|
|Electronic Data||means facts, concepts and information converted to a form useable for communications, interpretation or processing by electronic and electromechanical data processing or electronically controlled equipment and includes programmes, software and other coded instructions for the processing and manipulation of data or the direction and manipulation of such equipment|
|Equipment||The Equipment specified in the Schedule or any subsequent Equipment You replace it with subject to being able to provide proof of purchase and usage.|
|Forced and violent||Entry/exit evidenced by visible damage to the fabric of the building, room or vehicle at the point of entry.|
|Misuse of Equipment||If You have a valid claim for Theft of Your Equipment, this covers the costs of any calls up to the sum insured made by another person using Your Equipment without Your permission following Theft|
|Monthly Premium Payment||The agreed amount payable by You by Direct Debit each month in order that cover remains in force under the terms and conditions of this policy wording|
|Period of Insurance||This is a rolling monthly contract and commences on the purchase of this policy as shown on Your Schedule and continues by periods of one month upon receipt of Your Monthly Premium Payment other than for Extended Warranty (Breakdown) which commences 12 months after purchase of the Equipment.|
|Schedule||The schedule shown on the certificate of insurance.|
|Theft||The unlawful taking of Your Equipment against Your will by another party, with the intent to permanently deprive You of that property.|
|Unattended||Not within Your sight at all times and out of Your arms-length reach|
|We/Us/Our//Insurer(s)||Means UK General Insurance Limited on behalf of Great Lakes Reinsurance (UK) SE|
|You(r)||The Person who owns the Equipment as stated on the insurance Schedule or an immediate family member or other person named on theSchedule.|
What We will cover
Like all insurance policies, there are key exclusions and conditions. Please refer to these specific paragraphs below:
- Theft: If Your Equipment is stolen We will replace it.
- Accidental Damage: We will pay repair costs if Your Equipment is damaged as the result of an accident.
- Breakdown: If a Breakdown of Your Equipment occurs outside of the manufacturer’s guarantee or warranty period We will pay the repair costs. IfWe are unable to economically repair Your Equipment then, a replacement item will be provided.
- Misuse of Equipment : If You have a valid claim for Theft of Your Equipment, this covers the costs of any calls up to the sum insured made by another person using Your Equipment withoutYour permission following Theft. Misuse of Equipment cover is only applicable if shown on the Key Facts mobile phone insurance policy summary.
Our maximum liability in respect of any one claim for Theft, Accidental Damage and Breakdown will be the replacement cost of Your Equipment and in any event shall not exceed £1000.
Our maximum liability in respect of any one claim for Misuse of Equipment shall not exceed £250.
The Insurance does not cover:-
- Theft , Accidental Damage or Breakdown covered by any other insurance or warranty
- Theft or Accidental Damage to the Equipment:-
- whilst left in an unattended motor vehicle unless the Equipment is concealed from view and all doors, windows and other openings of the vehicle have been left closed, securely locked and properly fastened with the ignition and other keys removed and such door, window, opening, lock or fastener has been forcibly and violently accessed to gain entry
- whilst left on any motor vehicle roof, bonnet or boot
- from any property, place or premises unless suchTheft or damage has occurred through Forced and Violent entry or exit
- The first £75 of each and every claim on iPhones, for all other Equipment the excess is £50.
- The maximum number of claims that may be made in respect of total loss (either Theft or irreparable damage) on any Equipment, is two
- Theft where the Equipment has been leftUnattended when it is away from Your home.
- Theft or Accidental Damage to the Equipment whilst on hire or loan to any third party
- Any costs in excess of the repair or replacement of the Equipment
- Accidental Damage or Breakdown through negligence, abuse or misuse of the Equipment including any incident where the Equipment is placed into a washing machine whether accidentally or otherwise
- Accessories to Your Equipment.
- Any claim when You are outside the UK for a period of longer than 90 days
- The cost of any claim whatsoever relating to software or any date changes
- Cosmetic damage where the Equipment still functions normally
- Loss caused by a manufacturer’s defect or recall of the Equipment, or any faults or issues that can be traced as being existing prior to the commencement of the policy
- The cost of repairs or replacement carried out by anyone not approved by the Administrator and the use of non-approved components
- Any loss of or damage to any data stored on or contained within the Equipment
- Theft or Accidental Damage unless a SIM card registered to You was in Your mobile phone at the time of the incident
- Terrorism, war, invasion, acts of foreign enemies, hostilities whether war is declared or not, civil war, rebellion, revolution insurrection, military or usurped power, confiscation, nationalism or requisition or destruction or damage to property by or under the order of any government or public or legal authority
- Damage or destruction caused by, contributed to or arising from:
- ionizing radiation or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel; or
- the radioactive, toxic, explosive or other hazardous properties of any explosive nuclear assembly or component thereof.
- Damage or destruction directly occasioned by pressure waves caused by aircraft or other aerial devices traveling at sonic or supersonic speeds.
- Loss, damage, destruction, distortion, erasure, corruption or alteration of Electronic Data from any cause whatsoever (including but not limited to Computer Virus) or loss of use, reduction in functionality, cost, expense of whatsoever nature resulting therefrom, regardless of any other cause or event contributing concurrently or in any other sequence to the loss.
- However, in the event that a peril listed below results from any of the matters described in paragraph above, this Policy, subject to all its terms, conditions and exclusions, will cover physical damage occurring during the Policy period to property insured by this Policy directly caused by such listed peril.
Listed Perils: Fire, Explosion
- However, in the event that a peril listed below results from any of the matters described in paragraph above, this Policy, subject to all its terms, conditions and exclusions, will cover physical damage occurring during the Policy period to property insured by this Policy directly caused by such listed peril.
- If Your Equipment is subject toTheft, Accidental Damage or Breakdown We will at Our own option either pay for the cost of repairs by a qualified engineer authorised by the Administrator or replace Your Equipment with an item of the same or similar specification subject to availability.
- Cover is only available if Your Monthly Premium Payment has been paid from the start date of this insurance and there are no outstanding payment defaults.
- We may alter the premiums by giving You thirty days notice to proportionately reflect legitimate cost increases or reductions associated with insuringYour Equipment. This does not affect Your statutory rights under this insurance contract. In the event of any increase in premiums You have the right to immediately cancel this contract
- We may take legal action against any third party responsible for a loss.
- You must take all reasonable steps to protect and preserve Your Equipment and minimise Our liability.
- Unless some other law is agreed in writing, this policy is governed by English law. If there is a dispute, it will only be dealt with in the courts of England or of the country within the United Kingdom in which Your main residence is situated.
Consumer Insurance Act
You are required by the provisions of the Consumer Insurance (Disclosure and Representations) Act 2012 to take care to:
- supply accurate and complete answers to all the questionsWe or the administrator may ask as part of Your application for cover under the policy
- to make sure that all information supplied as part of Your application for cover is true and correct
- tell Us of any changes to the answers You have given as soon as possible.
Failure to provide answers in-line with the requirement of the Act may mean that Your policy is invalid and that it does not operate in the event of a claim.
If We obtain evidence which suggests that You were careless in providing Us with the information We have relied upon in setting the terms and premium of this insurance and if Your carelessness causes Us to provide You with insurance cover which We would not otherwise have offered or would have offered on different terms and premium, We may:
- Give You notice in writing that You must pay more for Your insurance;
- Give You notice in writing that the terms of Your insurance have changed; or
Cancel this contract of insurance by giving You thirty days’ notice and return any premium paid for the balance of the remaining term.
If We give You notice that the terms of Your insurance have changed or that You must pay more for Your insurance, then You may give Us thirty days’ notice in writing if You wish to terminate the contract.
Any return premium due to You will depend on how long this contract has been in force and whether You have made a claim.
If We establish that You deliberately or recklessly provided Us with false information We may:
- Treat this insurance as if it never existed;
- Decline all claims; and
- Retain the premium (all or part, unless it would be unfair to do so)
In the event of Theft of the Equipment You must within 24 hours of discovery of the incident notify:
- Your telephone service provider to bar Your Equipment from further use within 24 hours.
- The police and obtain a crime reference
- The Administrator within 48 hours to obtain a claim form either by telephone on (01256) 471387 or by email to firstname.lastname@example.org ., or complete a claim form online at https://wcsinsurance.co.uk/
You must fully complete the claim form and return it to the Administrator together with documentary proof of the crime reference and proof of any forced entry (where applicable).
For Misuse of Equipment claims You must provide Your original airtime bill showing the calls that were made following Theft. In the event of damage orBreakdown outside of the manufacturer’s warranty You must within 48 hours of discovery of the incident notify the Administrator on (01256) 471387 to obtain a claim form or complete a claim online at http://claims.wcsinsurance.eu/
You must fully complete the claim form and return it to the Administrator and send the Equipment by Royal Mail Special Delivery to Our authorized repairer whose address is shown on the claim form, who will then arrange repairs.
Claims will only be considered if Your Monthly Premium Payment has been paid from the start date of this insurance, up to and including the month in which the claim occurred and there are no outstanding payment defaults.
You must supply the Administrator with any receipts or documentation requested in the event of a claim.
If You decide that for any reason, this Policy does not meet Your insurance needs then please return it to the Administrator within 14 days from the day of purchase or the day on which You receive Your policy documentation, whichever is the later. On the condition that no claims have been made or are pending, We will then refund Your premium in full.
Thereafter You may cancel the insurance cover at any time by informing the Administrator however no refund of premium will be payable
We shall not be bound to accept renewal of any insurance and may at any time cancel any insurance document by giving 14 days notice in writing where there is a valid reason for doing so. A cancellation letter will be sent to You at Your last known address. Valid reasons may include but are not limited to:
- Non-payment of premium
- Threatening and abusive behaviour
- Non-compliance with policy terms and conditions
Provided the premium has been paid in full You will be entitled to a proportionate rebate of premium in respect of the unexpired period showing on the insurance.
It is the intention to give You the best possible service but if You do have questions or concerns about this insurance or the handling of a claim You should write to the Customer Service Manager at Warranty & Creditor Services, 6 Faraday Office Park, Rankine Road, Basingstoke, RG24 8QB stating the nature of Your complaint and Your policy number.
If You are not satisfied with the outcome You may subsequently approach the Customer Relations Department UK General Insurance Limited Cast House, Old Mill Business Park Gibraltar Island Road, Leeds LS10 1RJ
|Telephone:||0345 218 2685|
If it is not possible to reach an agreement, You have the right to make an appeal to the Financial Ombudsman Service. This also applies if You are insured in a business capacity and have an annual turnover of less than €2million and fewer than ten staff. You may contact the Financial Ombudsman Service at: Financial Ombudsman Service, Exchange Tower, London E14 9SR.Telephone: 0300 123 9123. Email: email@example.com
The above complaints procedure is in addition to Your statutory rights as a consumer. For further information about Your statutory rights contact Your local authority Trading Standards Service or Citizens Advice Bureau.
Great Lakes Reinsurance (UK) SE is covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme, if they cannot meet their obligations. This depends on the type of business and the circumstances of the claim. Most insurance contracts are covered for 90% of the claim with no upper limit. You can get more information about compensation scheme arrangements from the FSCS or visit www.fscs.org.uk.
Data Protection Act 1998
Warranty & Creditor Services do not pass any personal data about You to any third parties without Your consent. When You apply for insurance and/or make a claim, You will be required to disclose relevant personal data about You to Warranty & Creditor Services or their agents, including data which is deemed “sensitive” under the Data Protection Act 1998.
Your explicit consent to the processing of this data, which is required under the Data Protection Act 1998, will be requested at the time of purchase or when You make a claim. Please note that any information that You provide may be shared with other insurance providers, for the purpose of preventing fraudulent claims. All information provided by You will be used by Warranty & Creditor Services, its agents and associated companies, other insurance providers, regulators, industry and public bodies including the police, to process this insurance, handle claims and prevent fraud.
Errors and omissions exlcluded