Monday to Friday (9:30am to 5:30pm)
Phone No : 01785 216870
Pay Monthly Phones, Prepay & Accessories
FAQ & Terms AND Conditions
10. How to Claim Free Gifts and Cash Back

10.1 How do I claim my Free Gifts or Cash Back

11. Three's Terms and Conditions

11.1 Three's Terms and Conditions

12. T-Mobile's Terms and Conditions

12.1 T-Mobile's Terms and Conditions

13. Orange's Terms and Conditions

13.1 Orange's Pay Monthly Terms and Conditions

14. Insurance Terms and Conditions

14.1 Insurance Terms and Conditions



Who are we?

Fones.com is a Mobile Phone and Mobile Phone Accessories online store. We have over 10 years experience in the mobile phone industry with over 6 years trading online.


We strive to offer the best prices, together with good service to provide a smooth Internet ordering experience. Unlike other e-tailers, we actually do pass on savings to our customers and our prices are usually very competitive and unbeatable.


We have great experience with what the consumer actually wants so we cater for their needs giving them great brands, very competitive prices and free delivery.

Fones.com is a sister company of PrePayMania Ltd.


PLEASE NOTE: The terms PrePay, PrePaid, PAYG all mean Pay As You Go. Mobile phones using these term means the phone has to be topped up with credit in order for it to be used. With these phones you are not tied down to any contract, you just pay for what you use and when the credit runs out just top up with more credit and away you go.

How can I contact you?

Our Helpline number is: 0845 677 7755
Our Fax number is: 01782 646613

The best method to contact us is using the contact us page. We aim to reply to all queries within 24 hours - excluding weekends & bank holidays.

You can also use Contact us page to raise any query related to your order. Don't forget to mention your order id whilst filling up the form to help us serve you better.

Click here to go to Contact Us Page: http://www.fones.com/contact-us.html

To check the order status simply log in and view order history.

Are you VAT Registered company?

Fones.com a UK based VAT registered company.

Our VAT number is: GB 752 0650 52

Company Registration number for Fones.com is 6543760

Telephone opening hours

Helpline Telephone: 0845 677 7755

We are open for calls between the following times:

   

        Monday            9.30am - 5.30pm
        Tuesday           9.30am - 5.30pm
        Wednesday      9.30am - 5.30pm
        Thursday          9.30am - 5.30pm
        Friday              9.30am - 5.30pm
        Saturday          Closed
        Sunday            Closed   


If we are on all on the phone, helping other customers, please leave a message on our answer machine. Remember to leave your name, number & order number if you have one. We will call you back as soon as possible.


Please note that you can order online 24 hours a day, 7 days a week. Also, you can advise us of a return or request support anytime via http://www.fones.com/customer

How do I know my transaction is secure?

All order processing takes place over a secure server. We have integrated SecPay, Google Checkout and PayPal as they are the most secure and safest way to order online. We want our customers to feel secure when placing their order.


All payments/card processing systems and procedures are to industry guidelines and standards.


We do not save payment details in the customer control panel, you will need to re-enter payment details each time you order. This will be automatically linked to your Google Checkout Account or Paypal account if you use either of these methods of payment.

How are my details treated?

We do not sell or pass on any information about our customers. All details are kept encrypted and secure.


We are registered with the UK Information Commissioner and our procedures comply fully with the Data Protection Act.


Rest assured that by ordering with us, your email address will be safe from email spammers/marketing companies. We do not even transfer customer information between our other businesses for marketing purposes.

How do you deal with Fraud?

Fones.com take fraud very seriously. We have invested a considerable amount in the latest fraud detection and prevention software. All orders are automatically searched against the electoral register, and even company staff lists where applicable. Our fraud detection means that our security checking is highly sensitive. In some cases, it will not authorise payments if there is any discrepancy with the details provided by the customer & the information that is held against a credit or debit card. We will not process any orders that do not fully pass all checks made against it. Possible fraudulent orders are checked against a known risk list maintained by SafeSite.


We reserve the right to cancel/refuse the sale of any goods without prior warning or reason.


Orders that are fraudulent are passed to the relevant authorities. Where we feel it's appropriate, we will pursue fraud cases privately.

Mobile Phone / Accessory Returns Policy
All of our phones are brand new and come with a 12 month warranty (unless stated Grade A, which means that the handset is refurbished).
Prepay phones are all locked to the network which they are purchased on. If a phone is then unlocked or attempted to be unlocked by the consumer by any means, this will invalidate the warranty.


All our phones are shipped with a UK 240v mains plug.


1. * We offer a 14 day return policy


2. We do not accept returns outside the 14 days from date of purchase, unless returning for warranty repair


3. Please visit your local service centre (repair centre) or respective websites for warranty repairs for branded products i.e Nokia, Samsung, Sony Ericsson, LG, Motorola, Sagem etc, or alternatively the goods can be returned back to fones.com for a fault repair (This can take up to 5 weeks - maximum time)


4. If returning within the 14 day policy, you are responsible for returning the items in a brand new and unused condition. The item must be in an "As new condition", must be complete with all components and packaging - intact, must also be included.


Please contact us if the item is faulty.


Returned products not faulty or incorrectly sent will not have the cost of return carriage refunded.


Fones.com Returns Instructions


Please return the item to:


Fones.com
Unit 20 Imex Tech Park
Trentham Lakes South
Stoke-on-Trent
Staffs
ST4 8LJ


Please also include your order number and clearly write on it 'please refund' and the reason for returning.


All returned items are sent at your own risk. It is advisable to send with a trackable service and if necessary insurance for loss or damage in transit. Fones.com cannot be held responsible for returned items being lost in the post.


Goods are refunded within 30 days.

How long does it take for you to refund my card?

Please note: Refund: Goods are refunded within 30 days of cancellation


You will receive a refund confirmation email

I would like to cancel my order

If you have placed your order and wish to cancel, please let us know by sending us a message from the customer control panel or telephoning our office.


Please note that there is a status lag between the processing and dispatched status therefore we might not be able to stop a parcel going out even if you let us know you wish to cancel an order which status is not marked as dispatched.


If the order has been dispatched, you will have to return it to the following address together with your dispatch note and note ' please cancel'. 


Fones.com
Unit 20 Imex Tech Park
Trentham Lakes South
Stoke-on-Trent
Staffs
ST4 8LJ


If the order has not been dispatched, we will be able to stop it from going out and cancel your order. We will process your refund automatically.


Monies are refunded back to the purchasing credit or debit card.

Phone Return Policy
ANY ERRORS, MISSING ITEMS OR PROBLEMS WITH YOUR ORDER YOU MUST INFORM US WITHIN 3 DAYS OF RECEIPT OF THE DELIVERY.


1. * We offer a 14 day return policy.


2. Refunds will be in full if goods are cancelled within 7 days.


3. Please ensure that all returns are securely wrapped and packaged.


4. We recommend using a posting method that provides proof of delivery and can compensate for lost or damaged goods for higher value items.


5. We cannot be held responsible for any units that have been damaged in transit.


6. Goods found to be tampered with by the customer will not be replaced, but will be returned at the customer's expense.


7. Used earpieces and Bluetooth headsets will not be accepted due to hygiene reasons.


8. Goods outside the 14 day period are covered by a full 12 months manufacturers warranty, all goods returned after the 14 day period will be sent for repair under the terms of the warranty. This may take up to 5 weeks (Maximum time scale). Where a repair is not possible a replacement will be issued, and again where this is not possible a refund will be given.


9. Replacement or alternative items will be processed as promptly as possible, but please be aware that it may take up to 5 working days to issue the item. If an item is out of stock, it will then become a priority back order to be shipped once stock is available.


10. Refunds by credit card are made to the same credit card that was used for the original purchase. Please be aware that it may take up to 14 days for your card to be refunded.


Our returns address:
Fones.com
Unit 20 Imex Tech Park
Trentham Lakes South
Stoke-on-Trent
Staffs
ST4 8LJ

Manufacturers Warranty


1. Outside of the 14 day faulty/return period, Returned phones will only be accepted for repair where faulty. Cancellation of orders is not possible outside the first 14 days of receipt.


2. Please note that faulty phones outside the 14 day policy may be returned to Fones for a repair or to the manufacturer directly, see links below, Please note when returning to a manufacturer proof of purchase will be required. 3. Please see the manufacturers website for more information.


Nokia: www.nokia.co.uk/A4222229 (Freepost service exists)
Samsung: www.samsungmobile.com 0870 7267 864
Motorola: www.motorola.com/uk 0870 9010 555
Sony Ericsson: www.sonyericsson.com/cws/home 08705 237 237


*Intention to return goods MUST be communicated to Fones.com via our ticket/email system. Intention to return must be communicated within the first 14 days of receipt of the goods. Return postage will not be refunded unless goods received were incorrect, or goods were faulty. Goods returned under this 14 day policy must be returned in full i.e. packaging, accessories, handset, literature, Sim Card, free gift (if applicable). Any simcard supplied must be returned with the full value credit still on it (Unless no credit was supplied with your simcard) It is the customers duty to take reasonable care of products while in their possession when returning under the 14 day policy. Goods returned and NOT received back by Fones cannot be refunded, we therefore recommend returning goods with a signed for service. Return postage will not be refunded under the 14 day policy, unless goods being returned under the 14 day policy are faulty or incorrectly sent.

Phone Return Conditions
New Page 1

All returns should be as new condition with screen and keypad protective film intact (where applicable).

The handset must be returned packaged in the original undamaged box including the box inners as well as the phones accessories and literature that came with the phone.

All photos, contacts and any other personal information be deleted off phones before returning them for refund/exchange.

Your return will be rendered void and we will be unable to cancel your order if:

Changes to manufacturers settings have been made
Deleting pre-installed manufacturers content such as games
Evidence of the phone being opened or attempts to tamper with fixing screws/clips.

We do not pay for return carriage costs.

Faulty Phone
All our phones are covered by a 12 month manufacturer's warranty.
Nokia
0870 0555777
Nokia.co.uk

Samsung
0844 412 0978
Samsungmobile.co.uk

LG
01480 482896
lge.co.uk

SonyEricsson
08705 237 237
sonyericsson.com

Motorola
0870 9010 555
hellomoto.co.uk
What credit/debit cards do you accept?

We accept all major credit and debits cards including Mastercard, Visa, Visa Debit (Delta), Switch & Maestro and Visa Electron


We currently accept payments via Sec Pay, Google Cart or via PayPal. All very secure and safe way of making an online transactions.


We currently do not accept American Express Cards.


PLEASE NOTE: For PayPal paid orders, if the address is unconfirmed your order will be held for 3 working days for protection againt fraud.

How do I pay by cheque/ postal order?

To order by cheque, please add the items to cart and print the cart page and post with payment to:


Made payable to Connect Global LTD


Connect Global, Unit 20 Imex Tech Park, Trentham Lakes South, Stoke-on-Trent, Staffs, ST4 8LJ


Please remember to include your full name and address.

How do I pay by bank transfer?

We currently do not accept bank transfer payments for customers.

How long does it take for my product to arrive?

If the item is in stock and ordered before 3.30pm (Mon-Fri), we aim to dispatch the same day. If not then it will be dispatched the following day. Delivery should take up to 5 working days with Royal Mail. Expedited Delivery should take 24hrs from date of dispatch. We use UPS for these deliveries. Please note that certain addresses may take longer due to accessibility. If you have any queries then please call our Customer Services Team.


If the item is not in stock, we will contact you with a Expected Time of Arrival. You can then decide whether you wish to continue or cancel the order


Delivery guidelines for items in stock:


UK: Delivery within 5 working days. Can be longer at times.


PLEASE NOTE: For PayPal paid orders if the address is unconfirmed your order will be held for 3 working days for your online protection againt fraud.

How much does delivery cost?

Fones currently offers free delivery on all orders.


We use Royal Mail 2nd Class Recorded Delivery for all of our deliveries. For Expedited deliveries we use UPS.


Please note we can only deliver within the UK.

How can I track my goods?

Where applicable, a tracking number is provided in the customer control panel - however we do not always provide tracking numbers.

Has my order been dispatched?

The moment an order is printed, the status changes to processing. Once prepared and ready for dispatch, the status is updated to dispatched and a confirmation email is sent.

What is the latest time I can order for same day dispatch?

To ensure swift dispatch, please place your order online by 3.30pm Monday - Friday. However we will still process internet orders up until 5.00pm.


Orders placed on Friday after 3.30pm and Saturday and Sunday orders will be processed on the next working day which would be a Monday. Please note that we do not work on Bank Holidays, orders placed on these days will be processed on next working day.


The average order takes just under a minute to complete online. There is no need to register. Just add the product to your basket and away you go.


Did you know?
- Existing customers can place orders online in usually less than 40 secs.
- New customers can place a order under 60 secs

Its been more than 7 days delay, are my goods lost?

If you have received the dispatch confirmation, please track the order using the tracking information from the customer control panel. Otherwise please contact us.

Can I have a different delivery address?
If you wish to have the handset delivered to a different address - the best way to do this is to use Google Checkout when going through the cart Page.

If you pay by card then it is not possible to amend the delivery information however, with Google Checkout it does give you this option.

Please note that additional security checks might delay your order.
Delivery outside the UK / No VAT
We only deliver inside the UK and are unable to zero rate the VAT on any purchase
Why do I need a account ?

Our customer account system keeps track of your orders and makes it easier to leave feeback, get support and track the order


We never sell our customer information. For security reasons we do not even store cred card details

How do I change my address?

You can log into your customer account http://www.fones.com/customer then click edit details.


Please not for any recent orders or dispatched orders you must contact us to make any address changes.

How will my information be used?
Fones.com do not sell or pass on any customer information. We will not call you for marketing purposes. We are registered with the information commissioner and all information will eventually be removed as per the requirements of the Data Protection Act. If you are purchasing a pay monthly mobile your details maybe passed to the Credict checking agency.

How do I delete /cancel my account?

We are unable to delete accounts as records have to be kept for VAT and accounting purposes. However we will make accounts inactive.


You can select 'No' if you do wish to receive marketing emails from us.

How do I change my password?

To change your password, please login into http://www.fones.com/customer

Under edit details, you can update your password.

How do I add items to the cart?
Using our cart is really simple. Find the product your looking to buy and click the add to cart button. Simple!

All you need to do then is click the Google Cart or PayPal and enter your details. You may need to create your login if these have not already been set up. Its very easy and safe and secure ordering system.

What if I am unable to use the cart?

You can order by cheque. Our cart should work for everyone, if not, please tell us! Call 0845 677 7755 and report this to us as soon as possible.

Do I need cookies?
Yes. Our cart system will only work on computers that have cookies enabled. Cookies enable your computer to remember the items you have added to the cart. They do not store anything else and we do not use it for tracking etc.

Invoice
You can download your invoice from www.fones.com/customer
Vouchers and promotional discount T's and C's
From time to time Fones.com may be running promotional campaigns using Voucher, promotional or discount codes.

  • Vouchers codes, Discount codes or promotional codes need to be used at the time of ordering. The code is entered on to the checkout page and applied to your order. PLEASE NOTE: Once you have entered your code click the apply button, failure to do so will result in no discount on your order.

  • Voucher codes cannot be used after an order has been put through.

  • No cash alternative is given.

  • Discount price include VAT.

  • Discount codes should be used before the expiry date.

  • Only 2 handsets per customer/household in any 6 month period applies in all cases.

  • Only one voucher/claim per order.
  • Fones.com reserve the right to withdraw any offer at any time without notice.
  • What's in the box?
    All our phones comes with Manual, Mains Charger & Battery.

     In addition, all Pre-Pay phones / Pay As You Go come with an registered Pay as you go sim-card ready for instant use. In some cases you will need to top up the Phone if purchased with credit. Instructions of how to do this will be in documentation.
    Do I need to purchase the the top-up/voucher?
    The top-up is compulsory purchase.

    This is a prerequisite by the networks.

    The sim card will not be registered. When you receive it, you will need to register the sim card & then follow the instructions on the voucher to apply the top up.
    Can I use my own simcard?
    All our Pre Pay Phones are locked to their respective networks & come with a sim card.
     
    Technically, your existing sim will work with a pre-pay of the same network. ( i.e existing Orange sim in an Orange Pre-Pay)
     
    However we do have a great range of discounted Sim Free Mobiles at http://www.fones.com/type/Sim%20Free%20Mobiles.html
    Can I transfer the credit to an existing sim?
    The Credit will need to be applied to the new sim card provided with the handset. You will receive a Voucher style instructions in your box. Follow these instructions in order to get the top up applied. Please note: the top up can only be applied to the handset & sim card provided. The Credit is not transferable.
    Are your phones unlocked?
    No. Our Phones are locked to their respective networks.
    This means an Orange Simcard will not work in a Vodafone Phone. Unless you are purchasing a SIM free mobile which will be unlocked and ready to use.
    Do you supply Trade or dropship?
    Apologies but we are unable to supply any more than 2 phones per customer. We do not supply to trade or do wholesale.
    How do I claim my Free Gifts or Cash Back
    Claiming your free gift has been made very easy. Simply send your first paid bill (This would be your second bill) Or send your first bill with a copy of your bank statement showing this bill being paid. Please note the bill must not show Outstanding money and must show that you are on the same tariff as you were when originally connected at point of order. Bills and bank statements must show the same address as the handset was delivered to. Please ensure you take copies of these bills as we will be unable to return them to you. Along with this send your gift claim certificate (Will be in the package that we send out to you with your handset) back signed and dated. All gift claims will be actioned within 7 days. No gift claims will be accepted any later than the 90th day from date of connection. Any claims received after this date will be classed as void.

    If you would like to receive your free gift early, this can also be arranged. We can simply take a refundable deposit for the market value of the gift from you. Once you have your first two paid mobile phone bills send them to us and upon safe receipt of them we will refund your deposit back to you.


    All Upfront Cash back claims will be paid by cheque and made payable to the customer details supplied to us when first ordering the mobile phone. This offer is non transferable. Please note that FREE gift images are for illustration only and colour may very on actual product received (E.g Xbox 360 either black or White)


    All free gifts are offered subject to availability at the time of the claim. In the event of a gift being unavailable Fones.com reserve the right to substitute for an equivalent or better. (E.g Sony Laptop may be replace by Dell Laptop with same features)


    All free gifts are offered with a full 12 months manufacturing warranty and it is the customers responsibility to register the warranty with the manufacturer.


    All claims are subject to the above terms and conditions. Any claims that do not conform the the above T & C will be considered void.

    Three's Terms and Conditions
    Three

    General - All prices include VAT. Details of prices and special promotions are correct at time of going to press. Prices shown for Pay Monthly are the charge payable each month during the customer's contract term. All handsets, modems, datacards and accessories are subject to availability. If you want more details about anything shown in this Guide, please see three.co.uk or ask instore for details.


    Minimum term contracts - All of 3 Pay Monthly price plans are subject to a minimum 12, 18 or 24 month term contract (except where a 6 month minimum term contract is indicated).


    Unlimited services - Unlimited services (such as Add TV, unlimited landline calls, unlimited text & Skype calls) are subject to fair use policy.


    Windows Live Messenger - Free Windows Live Messenger offer available to Pay Monthly customers on capable mobiles who download the Windows Live Messenger application within 3 Services before 31/12/08. Windows Live Messenger is free for the life of your contract. Pay As You Go offer: Offer available to all Pay As You Go customers, free messages valid for 30 days from activating any top up. The number of instant messages is subject to a fair use policy of 10,000 messages per month. Mobile and service limitations and terms apply. Microsoft Passport or Windows Live ID required.


    Yahoo! Messenger free on 3 (handset dependent) - Yahoo! Messenger is available on capable mobiles to customers who download the Yahoo! Messenger application within 3 Services. Pay Monthly offer: Yahoo! Messenger free for life to all new Pay Monthly customers (for the life of their contract), and existing Pay Monthly customers who download the Yahoo! Messenger application from Planet 3 before 31/12/08. Pay As You Go offer: Yahoo! Messenger free until 31/12/08 offer available to all Pay As You Go customers, free messages valid for 30 days from activating any top up. The number of instant messages is subject to a fair use policy of 10,000 messages per month. Mobile and service limitations apply. Yahoo! ID required.


    Inclusive Calls and Messages - what they apply to  Inclusive voice calls in stated 3 price plans are for calls made from the UK to any other standard UK mobile (beginning 07) or landline (beginning 01, 02 or 03). Inclusive texts in stated 3 price plans are for text messages sent from the UK to other standard UK mobiles. Inclusive multimedia messages in stated 3 price plans are for messages sent from the UK to other standard UK mobiles or email addresses. Inclusive video calls in the stated 3 price plans are for video calls to other UK video mobiles (mobile and network dependent). Please note that inclusive multimedia messages and video call minutes in Video Pack Add-on are for 3UK to 3UK customers only. International calls and messages, calls and messages made and received whilst abroad, premium rate calls and messages, message alert services and directory service calls, calls to 0800 / 0500 / 0808 numbers that are not on the THA list, non-geographic numbers (087, 084) and special numbers (e.g. 090, 070) are excluded from any inclusive allowances. The maximum charge for NTS numbers (beginning 08) is 15p connection plus 15p per minute. See 3 price guide, available at three.co.uk/nts, for full details of exclusions and prices. Please note that each text message can accommodate 160 characters. Some mobiles allow for more, these will be divided and sent in numerous messages (depending upon length). Each message will be deducted from your Top-up, Add-on or monthly allowance (if any) or charged at standard rates. There are no rollovers of inclusive monthly allowances to the following month.


    Outside your allowance - Charges for calls and messages outside your allowance apply to price plans listed in this brochure. Other price plans may have different call charges.


    Add-ons  General - 3 reserves the right to suspend, modify or withdraw Add-ons, without notice, at anytime. For Pay Monthly customers, each Add-on has a one month minimum term when purchased on 3. For Pay As You Go customers, Add-on vouchers are valid for 30 days from date of activation. Add-ons must be activated within 90 days of purchase. X-Series Gold has a 12 month minimum term when purchased with a Slingbox.


    Add Internet 10 - 10MB of data included. Outside the inclusive allowance, Internet access will cost  per additional MB.


    Add Internet Max - 1GB of Internet access, ISP email and file download (including both attachments and Podcasts). Phone browsing only; Your data usage does not include using your phone as a modem.


    Add Broadband Lite and Plus - Out of bundle charge 10p per MB on Pay Monthly and 1 per MB on Pay As You Go.


    Mobile Broadband Pay Monthly - available to new approved customers registering on Broadband Lite, Broadband Plus, Broadband Max, Broadband 5GB or Broadband 15GB subject to a minimum term contract. Device charges apply depending on minimum contract term selected and whether you are an existing 3 customer. Pay As You Go - Available to Pay As You Go customers who convert a top-up to a Broadband Add-on (add-on valid for 30 days from activation). Device charges apply. Starter Kit - Inclusive GB allowances within Mobile Broadband Starter Kits are valid for up to: (i) 3 months (for 3GB kit), (ii) 12 months (for 12GB kit) or (iii) 24 months (for 24GB kit) from the date of activation. Once your Mobile Broadband Starter Kit GB allowance is reached or expires, an additional Top-up ad Mobile Broadband Add-on must be purchased. Device charges apply. All - charges of 10p per MB on Pay Monthly and 1 on Pay As You Go apply if inclusive allowance Is exceeded. Compatible with Windows 2000, XP and Vista operating systems and Mac OS (may require additional drivers). Speeds of up to 2.8Mbps on 3's Turbo network in the UK. Maximum speeds of up to 5.6Mbps available in limited areas of 3 Turbo network (see three.co.uk for details).


    Britain Best Mobile Broadband Coverage - Based upon % UK population coverage for 3G. Service limitations apply. See three.co.uk


    GoogleTM - GoogleTM and the Google logo are registered trademarks of Google Inc.


    FacebookTM - Facebook is a trademark of Facebook, Inc.


    Handset limitations - Not all of 3 services may be available on all mobiles. User experience on applications and services may vary between handsets. See individual handsets for details.


    Broadband Mobile speeds - Mobile Broadband speeds may vary depending on usage and environmental factors. Download speeds of up to 364KBs in standard 3G areas and up to 2.8mbps in Turbo (3G Turbo) areas.


    Service limitations - Service limitations apply. See three.co.uk for coverage details.


    Mix & Match plus Video Pack with Mobile - Packages available to new approved customers. The packages detailed consist of either a Mix & Match plan with a free mobile or a Mix & Match price plan plus video pack with mobile at no extra charge. Handset available at no extra charge is dependent on package combinations selected and availability. 18 month minimum contract, service limitations and terms apply.


    Free 3 to 3 minutes - Free minutes are for 3 to 3 UK voice minutes only.For Pay Monthly Customers - offer available to new approved Pay Monthly customers registering on Mix & Match price plans for a limited period while customer remains on promoted price plan. 18 month minimum contract and terms apply.For Pay As You Go Customers - Offer available on Stretch bundle for Flat12 customers who convert a top-up to a Stretch bundle. Stretch bundle and free calls are valid for 30 days from activating the bundle. Conditions apply.


    Free voicemail - Free voicemail is for calls from your 3 mobile made in the UK to 3 standard UK voicemail number. For Pay Monthly Customers - offer available to new approved Pay Monthly customers registering on Mix & Match price plans while customer remains on promoted price plan. 18 month minimum contract & terms apply.For Pay As You Go Customers - free voicemail is available to Flat12 customers, even if they have no credit. Terms apply.


    Free Skype - Free Skype calls & instant messaging are for Skype-to-Skype calls & instant messaging from the UK. Handset dependent and subject (except 3Skypephone) access is subject to downloading Skype application within 3 services before 31/12/08. Fair use policy & terms apply (4,000 minutes and 10,000 messages a month).For Pay Monthly Customers - offer is available to new approved Pay Monthly customers registering on Mix & Match price plans while customer remains on promoted price plan, subject to minimum term contract. For Pay As You Customers - offer is available to all Pay As You Go customers subject to activating a top-up. Free calls & chat valid for 90 days from activating any top-up.


    £15 Texter Offer - Giving you 75 minutes plus 600 texts plus unlimited texts.


    £20 Texter Offer - Giving you 200 minutes plus 1000 texts plus unlimited texts.


    £25 Texter Offer - Based on VideoTalk 500 Plus with unlimited Texts, giving you 500 minutes plus 1000 texts plus unlimited texts.


    £35 Texter Offer - Based on VideoTalk 750 with unlimited Texts, giving you 750 minutes and unlimited texts.


    Unlimited Texts - Fair use policy of 3000 text messages per month. If you exceed this limit you will be charged at the standard rate for text messages outside your allowance.


    Flat12 Standard Tariff Terms - Available to new customers & existing customers who opt-in to Flat12 tariff.


    Great International rates on Flat12 (Pay As You Go) - Promotional price of 12p per minute for calls to standard landlines and mobiles and 12p per text to standard mobiles from the UK to India, Pakistan and Poland until 31/01/2009 after which standard international rates will apply. Available to Flat12 Pay As You Go customers only.


    Stretch Terms  Standard Tariff Terms - Inclusive units are for calls from the UK to UK standard rate landlines beginning 01, 02, 03 and UK mobiles, and for texts sent in the UK to standard UK mobiles. The maximum charge for NTS numbers (beginning 08) is 15p connection plus 15p per minute. Stretch bundles are valid for 30 days. Available to new customers & existing customers who opt-in to the Flat12 tariff, and convert top-up to a stretch bundle.


    Double / Triple value  -  Double value claim based upon full utilisation of Stretch15 compared to using £15 credit on Flat12. Triple value claim based on full utilisation of Stretch20 / Stretch25 compared to using £25 of credit on Flat12.


    Charging / Billing - Pay Monthly - All calls made by pay monthly customers, (except calls to short code or premium rate numbers) are initially rounded to the first minute and are billed per second thereafter. After the first minute for pay monthly customers calls are charged by the second, except some roaming calls (Calls made from abroad), Directory Service and Special Calls. The call duration will be mathematically rounded to the nearest second. 3 would like to become a paperless billing company, eBills are free and easy to receive. You get a text message to let you know that your bill is ready and you can check it on My3, online or on your handset. If you really need a paper bill you can update your billing preference via My3 to choose either a paper summary bill or a fully itemised paper bill (charge applies). Pay As You Go - For Pay As You Go customers, all calls made (except calls to short code or premium rate numbers), are rounded up to the nearest minute and are charged by the minute.


    Non Payment of Contract
    For Contract/Pay Monthly Orders: If you default on your payments, customers will need to return the handset & all accessories, along with any Free Gift if applicable, otherwise we will charge the full total to your credit card.

    T-Mobile's Terms and Conditions
    T-Mobile

    Terms and conditions.
    The legal terms You need to know about Your pay monthly telephone service. Version 56 dated May 2009.

    Here are some key points which We d like to draw to Your attention: 1. Minimum Term. You will be a party to this Agreement for at least the Minimum Term agreed with You.


    2. Terminating this Agreement. You can phone Us and give 30 days notice to terminate this entire Agreement with effect from the end of (or after) the Minimum Term. You may have to pay a Cancellation Charge, totalling the rest of the Monthly Charges for the remainder of the Minimum Term, less 4%. (See points 7.2 and 7.3 of these terms and conditions.)


    3. 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 terminate this Agreement. You may have to pay Us a Cancellation Charge as a result. (See points 3.4, 4.4.5, 6.1.2 and 7.3 of these terms and conditions.)


    4. Additional charges. You may have to pay additional Charges, for example, the Separate Payment Handling Charge; or the Charge if You pay Your bill late; or the Charge if You wish to have Your Account restored following suspension; or the Charge for a paper or an itemised paper bill; or the Charge if You try to pay Your bill and the payment fails. (See points 4.4.4 and 4.4.7 of these terms and conditions.)


    5. Upgrades and Renewals. 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. (See points 2.5 and 2.6 of these terms and conditions.)


    6. Billing. We will make a bill available to You each month. This may be by post or electronically, at our choosing. You must pay it by the date set out on it to ensure continued access to the Service. (See point 4 of these terms and conditions.)


    7. Lost or Stolen phones. If either Your phone or SIM Card are lost or stolen, please call customer services at once. You will have to pay for any Charges incurred on Your Account before You told Us. (See points 2.9.1 and 4.6 of these terms and conditions.)


    8. Our 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. (See points 3.1 and 3.2 of these terms and conditions.)


    9. Credit Limits. We can set and change credit limits for Charges. If You go over Your credit limit, Your Service may be suspended. (See point 2.10 of these terms and conditions.)


    10. Changes to the Service and Charges. We will give You Written Notice of some changes to the Services or Charges before those changes take place. (See point 7.1 of these terms and conditions.)


    11. Our liability to You. There are certain circumstances in which our liability to You is limited or excluded. (See point 5 of these terms and conditions.)


    12. These key facts. Remember that We ve set out some of the key points of the Agreement between You and Us. They arent 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.


    1. Definitions


    When We use these words they have the following meanings: Account together Your Monthly Account and any Pay as You Go Account that You may have with Us;


    Additional Service an optional/extra Service which can be added to Your Account, the Charges and terms and conditions for which are set out in Our What It Costs (Non Standard Charges) booklet and Our customer literature;


    Agreement these terms and conditions between You and Us for the use of the SIM Card to access the Services, together with the What It Costs booklets of Charges referred to throughout;


    Allowance the amount and type of Services which may be provided as part of Your Price Plan Services or as part of any Additional Service;



    Cancellation Charge the Charge which totals the rest of the Monthly Charges for the remainder of the Minimum Term, discounted by 4% Charge; the Price Plan Charge, a charge for an Additional Service and any other additional charge including the Separate Payment Handling Charge;


    Consumer a real person entering into the Agreement and/or using the Services for purposes outside his/her business;


    Content all information whether textual, visual, audio or otherwise, appearing on or available on a one-off payment basis through the Services supplied by Us including by way of example only, a ringtone;


    Equipment any equipment that You use to access the Services;


    Minimum Term the minimum amount of time that You have promised to pay Us the Monthly Charge;


    Monthly Account the account for which You are billed each month;


    Monthly Charge the amount that You pay each month in advance for Your Price Plan Service;


    Network the communications system which is used to provide the Services and any other type of communications system which may be provided by Us now or in the future;


    OFCOM The Office of Communications that regulates the telecommunications industry, including Us;



    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;



    Portal the exclusive selection of Content indicated to be available from Us and/or Our partners which You can access from the Equipment using wireless application protocol technology and/or by using the mobile internet;


    Price Plan the bundle of Services including any Allowance provided to You by Us each month in exchange for Your payment of the Price Plan Charge;


    Price Plan Charge the charge for the Price Plan Service, which comprises the Monthly Charge for the Price Plan and the charges for a Service once any Allowance is used up, the charges and terms and conditions for which are set out in the What it Costs booklet for that Price Plan;


    Price Plan Service the inclusive Service supplied with Your Price Plan, the charges and terms and conditions for which are set out in the What It Costs booklet for that Price Plan;


    Renewing Renewal entering into a new Minimum Term in return for a benefit other than the supply of new Equipment at or after the expiry of Your existing Minimum Term (or at any other time with Our express consent);


    Roaming using Your SIM Card to connect to another network whilst You are outside the UK;


    Separate Payment Handling Charge the charge for the processing by Us of payments made by means other than by direct debit or bank automated clearance system. The charge is applied according to how Your last bill was paid. The charge for the Services remains the same, irrespective of the payment method used;


    Service a service provided to You by Us including the Price Plan Service and any Additional Service;


    SIM Card the card or cards provided under this Agreement and used with Equipment to get Services;


    Upgrading Upgrade entering into a new Minimum Term in return for the supply of new Equipment (whether free of charge or on payment by You) at or after the expiry of Your existing Minimum Term (or at any other time with Our express consent);

    You and Your the customer who is a party to this Agreement;


    UK the United Kingdom of Great Britain and Northern Ireland; VAT value added tax at the prevailing rate;


    Virus any manipulating program which modifies other programs and/or replicates itself;


    We Us and Our T-Mobile (UK) Limited trading as T-Mobile;


    Written Notice sending You either:


  • (1) an electronic message to Your SIM Card which may contain a cross reference to Our website for further information; or

  • (2) a letter to Your postal address; or

  • (3) an email to the email address that You have registered with Us. Each will tell You that a change is going to happen and what that change is.
    Our website, letter or email will contain an explanation of why the change is happening and provide You with any relevant before and after information.
    For changes to Additional Services that are Content accessed through the Portal, unless We send You anything, by stating clearly on the Portal what change will be made to Content available there.

    Our Agreement

    2.1. This Agreement starts when We accept Your request for Services. 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.

    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.

    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 dont have to allow You to change Price Plan.

    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.

    2.9. The following terms apply to SIM Cards:

    2.9.1. if a SIM Card is lost, stolen or damaged, You should call customer services for a new one (see point 4.6). We may charge for a replacement.

    2.9.2. We own the SIM Card and license You to use the telephone number associated with it. You can only use a SIM Card to use the Services.

    2.9.3. We can change a SIM Cards 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.

    2.10. We may set and change credit limits for Charges. We can suspend Your access to the Services if Your limit is exceeded. Charges are not capped by any limit We set as some Charges, for example international and Roaming call charges, may not be recorded against Your Account immediately, and the Charges incurred could therefore exceed Your credit limit before Your Account is suspended.

    2.11. We will make a copy of Our current version of these terms and conditions available on Our website. We can change these terms and conditions for any good reason, for instance, if We want all customers on the same conditions. We will tell You about the change beforehand, as explained here.

    2.11.1. If You are a Consumer and the change of terms and conditions is not of material detriment to You or You are not a Consumer, We will send You Written Notice 30 days before the terms and conditions are due to change. The new terms and conditions will automatically apply to You once that notice has run out.

    2.11.2. If You are a Consumer and the change is of material detriment to You, We will send You Written Notice 30 days before the terms and conditions are due to change. The new terms and conditions will apply to You once that notice has run out, unless You terminate Your Agreement with Us within that notice period. If You do this You wont have to pay any Cancellation Charge that would otherwise apply, see point 7.2.3.2.

    2.11.3. 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.

    2.12. If You promise to pay Us a monthly Charge for an Additional Service for a minimum period of time, these points apply to each Additional Service:

    2.12.1. the Charges and terms and conditions for that Additional Service may be set out either in Our What it Costs (Non Standard Charges) booklet or in a separate What it Costs booklet for that Additional Service;

    2.12.2. We dont have to allow You to change that Additional Service for a different one;

    2.12.3. unless We tell You otherwise, You can only receive that Additional Service if You also receive Price Plan Services. The minimum period that You have agreed to for that Additional Service may not always begin and end at the same time as the Minimum Term;

    2.12.4. We can suspend, change or withdraw that Additional Service as set out in point 7.1.3 below;

    2.12.5. You can call Us to give Us 30 days notice to terminate that Additional Service to take effect on or after the end of the minimum period that applies to that Additional Service. However (except as set out in point 2.12.6 below) if, in Our total discretion, We accept notice from You to terminate that Additional Service within its minimum period, You will have to pay Us a Charge totalling the rest of the monthly Charges for that Additional Service for the rest of the minimum period, discounted by 4%. You can terminate that Additional Service without having to pay Us that Charge after the minimum period that applies to it has ended;

    2.12.6. We can increase the Charge for that Additional Service as set out in point 7.1.4. If that happens, points 7.2.3.2 and 7.2.3.3 will also apply to You, so that You can give Us notice to terminate that Additional Service with a minimum period without paying the Charge described in point 2.12.5 above. However, if You also give Us notice to terminate this entire Agreement as described in point 7.2.1, then You may have to pay a Cancellation Charge; and
    2.12.7. if You or We terminate Your Price Plan and therefore this Agreement, any Additional Services with a minimum period will automatically be terminated too. The Charge described in point 2.12.5 above may then apply to that Additional Service unless point 7.2.3 below applies.


    3. Our Services


    3.1. We will always try to make the Services available to You but sometimes they may be unavailable as a result of, or be affected by:

    3.1.1. things like the weather and faults in other networks; or

    3.1.2. degradation, congestion or maintenance requirements of the Network including (but not only) re-positioning and/or decommissioning of base stations.

    3.2. 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 may have to connect to a particular Price Plan and/or use particular Equipment to gain access to certain Services.

    3.3. 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:

    3.3.1. The Services are not used for anything unlawful, immoral or improper;

    3.3.2. The Services are not used to make offensive or nuisance communications in whatever form, or to make or receive reverse charge calls;

    3.3.3. The Services are only used with Equipment approved for use with the Network and all relevant laws and rules are followed;

    3.3.4. 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;

    3.3.5. The Services are not used to access or use Content in a way that infringes the rights of others;

    3.3.6. The Services are not used otherwise than in accordance with Our and any other networks policies for acceptable

    3.3.7. You give Us information We reasonably ask for;

    3.3.8. All reasonable instructions We give You are followed;

    3.3.9. 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;

    3.3.10. The Services are not to be used to gain access to the services of a third party voice over internet protocol calling provider unless permitted by the terms and conditions of Your Price Plan;

    3.3.11. 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 without Our express prior written consent;

    3.3.12. 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;

    3.3.13. 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;

    3.3.14. 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;

    3.3.15. You must give Us any deposit or extra deposit that We ask for; and

    3.3.16. You comply with any requirement of Ours to set up an online account for billing purposes (see point 4.4.3).

    3.4. Any failure to comply with any of the points in point 3.3 will entitle Us to suspend or disconnect the SIM Card from the Network. We will also be entitled to terminate this Agreement and You may have to pay a Cancellation Charge.

    3.5. 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 Portal.

    3.6. If You access the Services on or near the border of the Network and the network of any third party, You agree that You may not be able to access the Network but may instead be connected to the network of one of Our Roaming partners. Calls that You make will then be charged as if You were Roaming and those calls will not come out of any Allowance (unless the relevant What It Costs states otherwise).

    3.7. Allowances which include (or Charges which are for) calling a UK mobile number will exclude calls to the numbers or customers of networks which are not a UK national cellular mobile operator network. Networks in the Isle of Man and the Channel Islands are not UK national networks. Please refer to Our What It Costs (Non Standard Charges) booklet for details.

    3.8. 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 cant guarantee the quality and coverage that any other network may provide. Additional Charges for Roaming are set out in Our What It Costs (Non Standard Charges) booklet. You may have to ask Us to set up Your Account for Roaming.

    4. What and how You pay

    4.1. Our Charges are set out in Our booklets of charges, called What It Costs. We update these booklets from time to time. You can obtain up to date copies by calling customer services or referring to Our website.
    4.2. All Our Charges are exclusive of VAT. You shall pay an amount inclusive of any VAT.

    4.3. 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.

    4.4. Monthly Account
    4.4.1. We will make the bill for Your Monthly Account available to You every month by a method of Our choosing, currently post or electronic means. You must pay Your bill by the date set out on it. Additional Services may be charged in arrears or in advance, as set out in Our What It Costs (Non Standard Charges) booklet. Other Charges are for the month just passed and any earlier time if not previously charged for.

    4.4.2. 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.
    4.4.3. If You receive Your bill electronically, We will make the bill available to You through an online account. Its 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.

    4.4.4. 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 wont ask You to pay this Charge if You make a part payment as described in point 4.4.5.2 below. You will also have to pay the reasonable costs (including debt collection agency costs) of collecting any late payment from You.

    4.4.5. If You dont pay a bill by the date set out on it You will have broken an important condition which is a fundamental part of this Agreement between You and Us and this will entitle Us to suspend Your SIM Card from the Network and/or terminate this Agreement immediately and charge You a Cancellation Charge except where:
    4.4.5.1. You have a genuine dispute with Us; and
    4.4.5.2. Before the date by which Your bill must be paid, You have written (see point 9.6) 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 dont, then We can terminate this Agreement immediately.

    4.4.6. Our rights set out in here are in addition to any other legal rights We may have against You.

    4.4.7. You may have to pay additional Charges, the amount of which is set out in Our What it Costs (Non Standard Charges) booklet, for example: the Separate Payment Handling Charge; or the Charge to reconnect You to the Services (see point 6.3); 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 4.4.4).

    4.5. Pay As You Go Account 4.5.1. 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 Your Price Plan Charges rate but in accordance with these Pay As You Go Account conditions.
    4.5.2. We reserve the right to use credit balances from Your Pay As You Go Account to offset any amount You may owe Us for Services You pay in arrears. Pay as you go balances will only be applied against Your Monthly Account where Your Monthly Account is put into suspension for non payment, or in accordance with point 4.8.

    4.5.3. 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 with a periodic service Charge, the Charge will be deducted at the time(s) and for the period(s) set out in Our What It Costs (Non Standard Charges) booklet. You are responsible for all Charges correctly deducted in accordance with this point.

    4.5.4. 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 (Non Standard Charges) booklet. Other Charges are for the month just passed and any earlier time if not previously charged for.

    4.4.2. 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.

    4.4.3. If You receive Your bill electronically, We will make the bill available to You through an online account. Its 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.

    4.4.4. 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 wont ask You to pay this Charge if You make a part payment as described in point 4.4.5.2 below. You will also have to pay the reasonable costs (including debt collection agency costs) of collecting any late payment from You.

    4.4.5. If You dont pay a bill by the date set out on it You will have broken an important condition which is a fundamental part of this Agreement between You and Us and this will entitle Us to suspend Your SIM Card from the Network and/or terminate this Agreement immediately and charge You a Cancellation Charge except where:
    4.4.5.1. You have a genuine dispute with Us; and

    4.4.5.2. Before the date by which Your bill must be paid, You have written (see point 9.6) 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 dont, then We can terminate this Agreement immediately.

    4.4.6. Our rights set out in here are in addition to any other legal rights We may have against You.

    4.4.7. You may have to pay additional Charges, the amount of which is set out in Our What it Costs (Non Standard Charges) booklet, for example: the Separate Payment Handling Charge; or the Charge to reconnect You to the Services (see point 6.3); 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 4.4.4).
    4.5. Pay As You Go Account

    4.5.1. 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 Your Price Plan Charges rate but in accordance with these Pay As You Go Account conditions.

    4.5.2. We reserve the right to use credit balances from Your Pay As You Go Account to offset any amount You may owe Us for Services You pay in arrears. Pay as you go balances will only be applied against Your Monthly Account where Your Monthly Account is put into suspension for non payment, or in accordance with point 4.8.

    4.5.3. 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 with a periodic service Charge, the Charge will be deducted at the time(s) and for the period(s) set out in Our What It Costs (Non Standard Charges) booklet. You are responsible for all Charges correctly deducted in accordance with this point.

    4.5.4. 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.

    4.5.5. 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. 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.

    4.5.6. You must also have sufficient credit on Your Pay As You Go Account to enable You to make a call of one minutes 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.

    4.5.7. We will not refund pay as you go credit in any circumstances except as set out in point 7.2.4 below.

    4.6. You are responsible for all Charges applied to Your Account, except Charges applied after You called customer services to advise that Your SIM Card has been lost or stolen (see point 2.9.1).

    4.7. 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. We may not be able to tell You before We do.

    4.8. 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 4.4.5 above. If You dont 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.

    4.9. 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.

    4.10. We may use credit reference agencies to help Us 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. 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 phone companies. Such information may also be passed to debt collection agencies for debt collection purposes.

    4.11. You may be able to use the Service to buy goods and/or services from third parties. You may be able to pay for that through Your Monthly Account or Your Pay As You Go Account. It is Your decision whether or not to enter into a legal relationship with that third party, who You may not have heard of or bought from before. If You do buy from a third party using the Service, unless We say otherwise, You will have a direct relationship with that third party even if You pay for the goods and/or services with Your Account. As We will not be a party to that agreement between You and that third party, We wont be in any way responsible for any loss or damage You may suffer because of Your contract with that third party.

    5. Our Liability to You
    5.1. We are only liable to You as set out in this Agreement. We have no other duty or liability to You.

    5.2. 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.

    5.3. Except as set out in points 5.1 and 5.2, Our total liability to You for something We or anyone who works for Us does or does not do will be limited to £3,000 for each SIM Card for one incident or £6,000 for each SIM Card for a number of incidents within any 12 month period.

    5.4. 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 Equipment or Services) or anticipated profits, loss of property or loss of use of property.

    5.5. 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.

    5.6. You must tell Us about any claim as soon as reasonably possible.

    5.7. We will not be liable to You if We cannot carry out Our duties or provide Services because of something beyond Our control.

    5.8. We will not be responsible for any harm You suffer from a Virus which infiltrates Your 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.

    5.9. This point 5 will apply even after this Agreement has been terminated.

    6. When We may suspend or disconnect the Services
    6.1. We may suspend the Services or terminate this Agreement and disconnect any SIM Card from the Network 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. You or anyone who uses Your SIM Card does not keep to the conditions of this Agreement or any other Agreement with Us.

    6.2. You are liable for Charges during suspension unless We decide otherwise. We would not make You pay Monthly Charges or other recurring Charges if there was a severe disruption to the Network (meaning that there was a breakdown in over 90%of the Network which lasted for 3 days or more) or where the Network has completely broken down.

    6.3. We can charge to reconnect You to the Services except where something in point 6.1.1 happened. We can change Your Payment Terms as a condition of reconnection.

    6.4. The rights that We have under this point 6 are in addition to the other rights that We have to suspend and/or terminate the Services and/or suspend or terminate this Agreement as set out in the following other points of this Agreement: 3.4, 4.4.5 and 7.3.

    7. Changing Charges and terminating this Agreement

    7.1. Changes to Services and Charges
    7.1.1. We can lower any Charge at any time without telling You beforehand, although We will try to tell You if We can.

    7.1.2. We can suspend, change, increase the price of or withdraw part or all of the Additional Services on giving active users of the Additional Service a reasonable period of Written Notice. The change will then apply to You once that notice has run out.

    7.1.3. We can suspend, change or withdraw Your Price Plan or Price Plan Services. We will give You Written Notice 30 days before We do so. The change will then apply to You once that notice has run out.

    7.1.4. We can increase any Price Plan Charge. We will give You Written Notice 30 days before We do so. The change will then apply to You once that notice has run out.

    7.2. Your termination rights

    7.2.1. You can give Us notice to terminate this Agreement, to take effect on or after the end of the Minimum Term. However (except as set out in point 7.2.3) if, 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. You can terminate this Agreement without having to pay Us a Cancellation Charge after the Minimum Term has ended.

    7.2.2. You can only give Us notice to terminate this Agreement by calling customer services. Your Agreement will terminate 30 days from when We receive Your call,

    7.2.3. A Cancellation Charge wont apply if You are within the Minimum Term and:

    7.2.3.1. Our entitlement to operate the Network ends at any time; or

    7.2.3.2. You are a Consumer and the change that We gave You Written Notice of in point 2.11.2 or

    7.1.4 above is of material detriment to You and You give Us notice to immediately cancel this Agreement before the change takes effect; or

    7.2.3.3. The change that We gave You Written Notice of in point 7.1.4 is an increase in Your Price Plan Charge (as a percentage) higher than any increase in the Retail Price Index (also calculated as a percentage) for the 12 months before the month in which We send You Written Notice and You give Us notice to immediately cancel this Agreement before the change takes effect.

    7.2.4. If You are terminating this Agreement and a Cancellation Charge doesnt apply because the circumstances outlined in clause 7.2.3 have occurred, You can then ask for a refund of any unused Pay As You Go Account balance that You may have.

    7.3. Our immediate termination rights

    7.3.1. We can terminate this Agreement immediately and You must pay Us everything that You owe, including any Cancellation Charge, if any of the following happen:

    7.3.1.1. You break an important condition of this Agreement or a number of less important conditions;

    7.3.1.2. You break a less important condition of this Agreement and do not put it right within 7 days of Us asking You to; or
    7.3.1.3. If any step is taken to make any kind of arrangement that would compromise Your liability to pay Your debts; or (A) if You are an individual and You are unable to pay your debts or if any step is taken to make You bankrupt; or (B) if You are a company or other organisation and You become unable to pay Your debts (within the meaning of section 123 of the Insolvency Act 1986) or any step is taken to appoint an administrator, liquidator (for a reason other than solvent reorganisation), or receiver over You or any of Your assets. We can also terminate this Agreement if something similar (in any country) happens or if We think any of these things may happen.

    7.3.2. We can terminate this Agreement if any licence of Ours to run the Network is ended. However, as described in point

    7.2.3.1, You wont have to pay a Cancellation Charge.

    8. Portal access
    8.1. If You have Equipment which enables You to access the Portal, this section applies to You.

    8.2. We will try to maintain Content on the Portal which is within Our control, but We cant promise that it will always be complete, accurate and up to date. We arent responsible to You or any third party for any action You take because You relied on what We said or how We provided Content on the Portal.

    8.3. We will try to give You Written Notice (as described in point 7.1.2 above) a reasonable period before changing an Additional Service which is Content. However, We may have to change, suspend, withdraw or 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.

    8.4. We may provide links to other third party websites which may include links to the websites of Our partners. If You follow those links, You will be leaving the part of the internet or Portal that We or Our partners control. Because of that, any 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 dont check (and so We dont necessarily recommend) what is available on any third party website. We cant 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.

    8.5. You (and not Us in any way) are entirely responsible for anything that You upload, e-mail, post or otherwise transmit via Portal 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 3.3.9 and 3.4 will apply.

    8.6. Your ability to access a secure internet environment will be dependent on Your Equipment and the third party supplier of Content.

    8.7. This point 8 will apply even after this Agreement has been terminated.

    9. General

    9.1. 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.

    9.2. We can record any conversations between You and Our staff.

    9.3. We may send notices to either Your postal address, Your online account, or Your email address regardless of how Your bill is made available to You.

    9.4. You must call customer services straightaway about any change in Your postal address or email address. Its 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 4.4.

    9.5. We arent responsible for messages that dont get to You because Your Equipment is turned off or not connected to the Network.

    9.6. Unless otherwise stated in this Agreement, any notices from You to Us must be sent to: Customer Relations, T-Mobile, Hatfield Business Park, Hatfield, Hertfordshire, AL10 9BW.

    9.7. 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.

    9.8. This Agreement shall not confer any benefit on a third party under the Contracts (Rights of Third Parties) Act 1999.

    9.9. 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 Communications and Internet Services Adjudications Scheme, the details of which are set out in Our Code of Practice for Consumer Affairs. We will give You a copy if You ask for it.

    9.10. 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.

    9.11. Until You object We will use information about You to tell You of products and Services offered by Us and other organisations that might be of interest.

    9.12. 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 Our customer services department.

    9.13. 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 isnt included.

    Privacy Policy

    How We use personal information.
    In order that We can supply You with Services, We may share some of the information We hold about You with other members of the Deutsche Telecom Group (Our parent company) and other companies which We have a business relationship. If We have to send Your details to countries without proper data protection laws, We remain responsible for keeping this information secure. We will only share them if permitted by law.

    Until You object, We will use information You give Us to provide You with information about goods and services offered by Us and other organisations with which We have a business relationship. We or they may contact You by email, telephone or other on-line or interactive media. If You would prefer not to receive such information, simply let Us know at any time and We will stop sending it to You. We do not pass information about this Agreement to companies who contact You to offer a Renewal or Upgrade. If You are Our customer, We hold Your Account information.

    As You use Your SIM Card, some records are kept for statistical purposes. This data helps Us understand and serve Our customers better and improve Our Network. Data relating to the routing, timing or duration of communication may be kept for up to a year. To ensure security for You and Our staff and to help maintain service quality, some calls with Our customer services teams are monitored. Your personal details are not held indefinitely, but are destroyed after a period of time.

    Some information will be held after You have closed Your Account with Us. Credit and Fraud Checks If You apply for credit, We will register and check Your details with credit reference agencies to help Us make credit decisions about You.

    You must be able to disclose information about anyone else with whom You have a financial link. Your details may be linked to records relating to one or more of those people. We will also check Your details with fraud prevention agencies. If You give Us false or inaccurate information which leads Us to suspect fraud We will record this and details will be passed to fraud prevention agencies. Law enforcement agencies may access and use this information.

    We and other organisations may also access and use this information to prevent fraud and money laundering, for example, when:

  • Checking details on application for credit and credit related or other facilities;
  • Managing credit and credit related accounts or facilities;
  • Recovering debt;
  • Check details on proposals and claims for all types of insurance; and
  • Check details of job applications and employees.
    These agencies will also use the records for statistical analysis about credit, insurance and fraud. We and other organisations may access and use from other countries the information recorded by fraud prevention agencies. More details about the relevant fraud prevention agencies are available on request.

    Changes to Our privacy policy

    If We decide to change Our privacy policy We will publish the changes on Our website so You are always aware of the way We collect, use and disclose information.

    Access to Your Information

    If You want, You can always access Your personal information. Just make a written request clearly identifying Yourself and the personal information You require. We ll charge You £10 to cover the cost of supplying it. If We hold any inaccurate information about You We will correct it. Our address is: T-Mobile, Hatfield Business Park, Hertfordshire, AL10 9BW.

    Non Payment of Contract
    For Contract/Pay Monthly Orders: If you default on your payments, customers will need to return the handset & all accessories, along with any Free Gift if applicable, otherwise we will charge the full total to your credit card.

  • Orange's Pay Monthly Terms and Conditions
    Orange's Pay Monthly Terms and Conditions

    Orange Mobile

    1. Definitions

    The following words and expressions shall have the following meanings: 


    Accessories Products approved by Orange which you use in conjunction with your Device. They include (without limitation) batteries, chargers, car kits, headsets and carry cases. 


    Account our records of your payments and outstanding Charges, plus your personal details. 


    Age Restricted Services any Services which are specified for use only by customers over a specific age. 


    Bar a block placed by us on some or all of the Services you normally use (except for calls to emergency services). It may include us restricting the Service whereby you will automatically be re-directed into Orange when you attempt to make an outgoing call from your Device. 


    Billing Date the day on which your billing statement will be issued and/or made available on Your Account after you have been connected. 


    Charges all charges for Services, as published in our periodically updated Price Guide. These include any reasonable administration charges. 


    Connection The process of giving you access to a Service. "Disconnection" and "Re-connection" have a corresponding meaning. 


    Content Information, communications, images and sounds, software or any other material contained on or available through the Services. 


    Contract these terms and conditions which are binding on both you and Orange for each Device you connect to the Orange Network.


    Customer Communication Information made available to you by Orange which provides information on Orange Services. It may be made available on your Device or provided electronically or distributed with new Devices or in mailings to some or all Orange Customers. 


    Deposit refundable amount that Orange may ask you to pay before we Connect or Re-connect you to the Network or before providing any Service. 


    Device a mobile telephone, device or data card (excluding Accessories) which is approved by Orange for connection to its Network. 


    Line One and Line Two Line One is the primary means by which you have access to the Services. Line Two is a second line on the same Device with its own phone number. 


    Minimum Term The minimum period for the supply of Services as specified in your Service Plan commencing on the date of Registration, where no period is specified in the Service Plan a minimum period of 12 months from the date of Registration will apply. 


    Network The electronic communications system by which Orange makes Services available in the United Kingdom.
    Orange Additional Services optional Services (including but not limited to Roaming, International Calling, Premium Rate Services, and Content provided by Orange) which may cost extra whether they are supplied in conjunction with Service Plans or outside Service Plans. 


    Orange Orange Personal Communications Services Limited and the companies owned by France Telecom S.A or any organisation that may succeed it as the assignee of this Contract. Referred to in this Contract from time to time as we us or our. 


    Price Guide a list of our current Charges which is updated from time to time and is available from us upon request. To the extent that there is any conflict between the Price Guide and any other point of sale pricing information, the Price Guide takes precedence. 


    Registration our acceptance of your application for Services and our record of your data and any User data prior to Connection. "Register" has a corresponding meaning. 


    Roaming An optional Service which allows you to use your Device on other operators' networks, usually in foreign countries. Services Network and other Services, including Orange Additional Services, provided or procured by us for you to use. 


    Service Plan a number of products which shall include but not be limited to bundles of airtime, text, and/or Orange Additional Services and/or additional discounts offered by Orange for an agreed monthly or other periodic payment. 


    SIM a card or other device which shall for the avoidance of doubt include a USIM which contains your personal telephone number and which is programmed to allow you to access the Network. 


    Suspension The temporary disconnection of Services. "Suspend" has a corresponding meaning. 


    User you, or another person named by you, who is authorised to incur Charges to your Account. 


    Your Account the online facility by which customers can manage their account including but not limited to viewing their mobile bills, making payments and changing tariffs.


    2 Your contract and the Minimum Term


    2.1 Your contract runs for at least the Minimum Term For each Device you own, your Contract starts on the date of Registration and will continue for the Minimum Term and thereafter You have limited rights to terminate your Contract during the Minimum Term as described in Section 4. 


    2.2 What happens when the minimum term ends After the Minimum Term ends, we will continue to supply you with Services as normal until your Contract is terminated in any of the ways described in Section 4.


    3 Provision of Services


    3.1 What we aim to provide in the UK We will take all reasonable steps to make the Services available to you at all times. The Services are only available within the range of the base stations that make up our Network. We cannot guarantee a continuous fault free service. Please note that: 


    3.1.1 The quality and availability of Services may sometimes be affected by factors outside our control - such as local physical obstructions, atmospheric conditions, other causes of radio interference, features or functionality of your Device, the number of people trying to use the network at the same time, and faults in other telecommunication networks to which the Network is connected. 


    3.1.2 The quality of our Services may not be at its best inside buildings or below ground. 


    3.2 When you move outside the Orange enhanced service area this may result in: 


    3.2.1 The call being terminated if you are on a video call.


    3.2.2 The speeds at which data is downloaded being affected. 


    3.3 Any coverage maps are our best estimate but not a guarantee of service coverage which may vary from place to place. 


    3.4 Services may sometimes be affected by maintenance and upgrading The Network and the Services may from time to time require upgrading, modification, maintenance or other works. These may result in some or all of the Services becoming temporarily unavailable. In such cases, we'll do everything we can to keep the period of non-availability to a minimum. However, some interruption may be inevitable. 


    3.5 Suspension of Services We may suspend some or all of the Services you use, without giving you notice if: 


    3.5.1 We have good reason to believe that you haven't complied with one or more of the terms of your Contract. 


    3.5.2 you don't pay your bill within the time stipulated in Condition 6.2; we reserve the right to place a Bar on some or all of the Services from your Device (with the exception of calls to the emergency services). This Bar will remain in force until you've paid everything you owe us. At our discretion, we may charge you for Reconnection and removal of the Bar. 


    3.5.3 We also reserve the right to Suspend Services if a complaint has been made against you. The complaint will be thoroughly investigated, and Services will remain suspended until we know the results of that investigation. Any complaint you make will similarly be thoroughly investigated. 


    3.5.4 We have good reason to believe that your mobile phone number is being used for fraudulent or improper purposes. 


    3.5.5 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. 


    3.5.6 you notify us that your Device has been lost or stolen. 


    3.5.7 We are required by the emergency services or other government authorities to suspend your Services. 


    3.6 You will remain liable for all monthly or other periodic Charges during any period of Suspension. 


    3.7 Suspension of Orange Additional Services We reserve the right to change, suspend or withdraw part or all of any Orange Additional Service on giving reasonable notice. 


    3.8 Monitoring the Services you use For the purposes of good management and security and to make sure we follow your instructions correctly and to improve our service to you through training of our staff, or to monitor instances of unsolicited messages we may monitor or record communications. Where we have good reason to believe such communication is unsolicited you agree we may but are not obliged to block such communication. 


    3.9 Roaming Services outside the UK Roaming relies on the telecommunications systems of foreign networks, over which we have no control. We cannot therefore offer any guarantees about Roaming services. 


    3.10 If you use Services from a country outside the UK your use of the Services may be subject to different laws and regulations that apply in that other country. Orange is not liable for your failure to comply with those laws or regulations 


    3.11 Storage and transmission of information on our Network We may establish limits concerning the use of the Services for example the maximum size of an email message that may be sent or received, the maximum capacity allocated to you for storage of Content on the Network which you access via the Services. 


    3.12 You agree that Orange has no responsibility for the deletion, corruption or failure to store any content maintained or transmitted by the Network. 


    3.13 Whilst Orange has no responsibility to monitor the use of the Services if you exceed the use limits we reserve the right to refuse to store or send Content on your behalf. 


    3.14 Access to the Services and Content Under no circumstances will Orange or any of the other parties involved in the provision of Orange Content, be liable for any losses, damages, costs or expenses arising from or in any way connected with any errors, defects, interruptions, malfunctions or delays in Content or the provision of Content. Orange agrees to rectify any such problems in the Content which are notified to Orange as soon as Orange reasonably can. If you do notice a fault or error in the Content, please notify the fault to Orange. 


    3.15 Orange accepts no liability for the, loss, late receipt or non-readability of any download, transmission, or other communications. The Content, which is obtained from a large range of sources, is supplied to You on an "as is" basis and Orange does not warrant that the Content is of satisfactory quality, fit for a particular purpose, suitable, reliable, accurate, complete, secure or is free from error. 


    3.16 Access to the third party services and the internet We have no control over the value or quality of goods, services or Content offered by third parties on or through the Services. As a result we cannot be responsible or liable in any way for and do not endorse, any of these goods, services or Content. 


    3.17 The Services may be used by you to access websites and networks worldwide. Orange accepts no responsibility for the Content or services in respect of these and you agree to conform with the instructions issued by those websites and networks relating to your use of those services. 


    3.18 If you use your Device to access the internet or third party services as it may not be a secure environment unwanted programs or material or viruses may be downloaded to your Device without your knowledge which may give unauthorised access to, or damage your Device and the information stored on it. Orange is not liable or responsible in any way for such unauthorised access, damage to or loss of information on your Device. 


    3.19 Age Restricted Services You are not permitted to access our Age Restricted Services (if any) if you are below the age specified to access the Services. If you are allowed to access the Age Restricted Services by virtue of the fact you are the specified age or older you must not show or send Content from the Age Restricted Services to anyone below the specified age. If you let anyone under the specified age use your Device you must ensure you deactivate access to the Age Restricted Services. 


    3.20 Credit Limits We may set monthly credit limits for Charges. We may (but do not have to) Suspend some or all of our Services if you go over a credit limit. You should not use a credit limit for budgeting because the amount you owe is not capped or limited by any credit limit we set.


    4 Your rights to terminate this Contract


    4.1 Terminating your Contract after the Minimum Term You may terminate your Contract to expire at anytime after the Minimum Term by giving us at least one month's notice. You are free to restore your Contract throughout this notice period, should you change your mind. 


    4.2 Terminating your Contract during the Minimum Term You may terminate your Contract before the Minimum Term has expired if you pay us: 


    4.2.1 all Charges that are due, plus 


    4.2.2 a lump sum equal to (or in some circumstances less than) the total monthly line rental due for the remaining period of your Minimum Term (except in the circumstances set out in Conditions 4.3 and 15.1). You will get a discount if the costs we expect to save by you no longer using Orange are greater than any payments we anticipated receiving from other operators for calls made and texts sent to you. See the Price Guide for more information. 


    4.3 Terminating your Contract because Orange has changed its terms You may also terminate your Contract if we vary its terms, resulting in an excessive increase in the Charges or changes that alter your rights under this Contract to your detriment. In such cases you would need to give us at least 14 days written notice prior to your Billing Date (and within one month of us telling you about the changes). However this option does not apply if: 


    4.3.1 We have increased the Charges by an amount equal to or less than the percentage increase in the All Items Index of Retail Prices published by the Central Statistical Office in the Monthly Digest of Statistics in any 12 month period; or 


    4.3.2 The variations we have made have been imposed on us as a direct result of new legislation, statutory instrument, government regulation or licence; or 


    4.3.3 The variation relates solely to an Orange Additional Service, in which case you may cancel that Orange Additional Service in accordance with Condition 15.1. 


    4.4 Terminating your contract because Orange is no longer able to provide access to the Network If, for reasons beyond our control, we are no longer able to provide Network Services, we will at our discretion either: 


    4.4.1 make arrangements for you to be supplied with equivalent Services by another network at no extra cost to you, or
    4.4.2 accept written notice from you that you wish to terminate your Contract. In such cases we will refund any pre-paid Charges that have not been used up. 


    4.5 Termination of your Contract by Orange We may terminate your Contract immediately at any time in respect of any or all the Devices owned by you, in whole or in part, by giving you written notice if: 


    4.5.1 you fail to pass any credit assessments which we may reasonably consider to be necessary from time to time,


    4.5.2 you fail to pay any of your bills from Orange on time, 


    4.5.3 We have good reason for believing that any information you have given us is false or misleading, 


    4.5.4 you become insolvent within the meaning of Section 123 of the Insolvency Act 1986, or bankrupt, or make any arrangement with creditors or go into liquidation or become subject to an administration order or a receiver is appointed over any of your assets or if we have good reason for believing that you are unable to pay the Charges, 


    4.5.5 in addition, we may terminate your Contract at any time after the Minimum Term has expired by giving you at least one month's written notice. 


    4.6 Termination of your contract by Orange without written notice We reserve the right to terminate your contract immediately at any time in respect of any or all of the Devices owned by you, in whole or in part without notice to you if: 


    4.6.1 We have good reason for believing that you have breached Conditions 6.4.2, 6.4.3, 6.4.4 or 6.4.5, 6.4.8, 6.4.9, 6.4.10, 6.4.11 or


    4.6.2 you haven't complied with one or more of the terms of your Contract and do not correct the breach within 7 days of being asked by us in writing to do so. 


    4.7 Termination and Line Two
    Termination of your Contract for any reason connected with Line One will result in automatic termination of Line Two.


    5 Effect of Termination of the Agreement


    5.1 When this Agreement is terminated, your Device will be Disconnected and you will no longer be able to use the Services. 


    5.2 What to do after Termination of your Contract Termination of your Contract is subject to you paying us any money you owe us and us paying you any money we owe you. After termination, it is your responsibility to cancel any direct debits, standing orders, credit card mandates or other authorisations you may have given for periodic payments to be made to us by third parties.


    6 Your responsibilities


    6.1 When your payments are due Ordinarily we will invoice you monthly in advance for monthly charges which are non-refundable and monthly in arrears for call and message charges but we reserve the right to amend the invoicing period and submit interim invoices to you. The Connection charge will be included on your first invoice. Charges in respect of Services not supplied directly by us e.g. Roaming may be invoiced several months in arrears. VAT will be added to all invoices at the relevant rate where applicable. Payment is due when you receive your invoice and/or it becomes available as an e-bill on Your Account. 


    6.1.1 you will be responsible for paying all Charges on your Account, whether or not they have been accrued by you personally. You will also be responsible for any extraordinary costs incurred in administering your Account, including collecting any payments. If your Service has been Disconnected, either at your request or ours, you will remain responsible for paying any outstanding Charges. 


    6.1.2 you must make your payment when you receive your invoice and/or it becomes available as an e-bill on Your Account and by one of the payment methods stated on your invoice subject to clause 6.3. 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.
    6.2 Penalties for overdue payments 


    If payment is not made within 14 days of its due date, we may charge interest on all sums outstanding at the rate of 2% above the base rate of National Westminster Bank. This interest will be charged on a per annum basis calculated daily.
    6.3 Payment methods Ordinarily we will accept payment of Charges by credit card, debit card, cheque, direct debit and electronic transfer, but we reserve the right to refuse any payment method if we have reasonable cause to believe such payment will be dishonoured. 


    6.3.1 We reserve the right to charge an administration fee each month for payments not made by direct debit. 


    6.3.2 We may arrange for invoices to be issued by a third party on our behalf. Invoices issued by such third party shall be binding on you and payment of such invoices in full to the third party will be a valid discharge of your liability to pay such invoices under this Agreement. 


    6.4 Things that you agree to do Recognising that good management and security of the Services is important to all Orange customers, you agree that you will: 


    6.4.1 If you wish to receive e-bills via Your Account, you are responsible for signing up to Your Account so that you can view and pay your bills accordingly. 


    6.4.2 provide whatever proofs of your identity and address that we consider reasonably necessary from time to time. Whilst photocopy or fax copies are usually acceptable we do reserve the right to request the original document, 


    6.4.3 keep confidential, and not disclose to any third party, your Account password or any personal identification code, number or name issued by us permitting access to the Services, 


    6.4.4 not use the Services for any improper, immoral, fraudulent or unlawful purposes or for the sending of any communication or storing any data which is of an offensive, abusive, indecent, obscene or menacing nature, 


    6.4.5 not cause, nor knowingly allow others to cause, any nuisance, annoyance or inconvenience, whether to us or to any of our customers, by any means including the use of the Network for persistently sending unsolicited communications without reasonable cause, 


    6.4.6 not act in a way, whether knowingly or otherwise, which will impair the operation of the Network or any part of it, or put it in jeopardy,


    6.4.7 use only Devices and Accessories approved for use with the Network, and comply with all relevant legislation or regulation relating to their use, 


    6.4.8 comply with any reasonable instructions issued by us which concern your use of the Services, and co-operate with us in our reasonable security and other checks (which may include us making phone calls to you), 


    6.4.9 not send or upload anything that is copyright protected (unless you have permission) or which in any way breaches the intellectual property rights of any third party, 


    6.4.10 not copy, modify, store, forward, publish or distribute the Services or their Content without our express permission, 


    6.4.11 only use Content for your own personal use and not for any commercial purposes or distribute it commercially, 


    6.4.12 not re-sell, re-supply or otherwise distribute the Services or Devices without the prior written agreement of Orange, and 


    6.4.13 not circumvent the Age Restricted Service mechanisms.


    7 Multiple users


    7.1 Where there are one or more Users other than you under your Contract, you remain responsible: 


    7.1.1 for ensuring the Services are used in accordance with this Contract, and 


    7.1.2 for all Charges incurred to your Account by those Users.

    8 Line Two - limitations on usage


    8.1 Suspension of Services If we Suspend Services on Line One, Services on Line Two will automatically be Suspended also. 


    8.2 Electronic messages It is not possible to send electronic messages on Line Two this shall include but not be limited to, text, video and multi media messages. 


    8.3 Service Plan You may not have a higher Service Plan on Line Two than you have on Line One.


    9 Information supplied by you


    9.1 The details you give us must be correct By applying for Registration or for Orange Additional Services, you undertake to provide your correct name, address and other factual information. You also confirm that: 


    9.1.1 The person stated to be authorised to sign for a company or firm is duly authorised 


    9.1.2 any individual applying as a member of a company is of full contractual capacity and is able both to pay for the Services he or she has requested and to meet his or her other obligations under your Contract, and 


    9.1.3 You must also tell us if your details change. 


    9.2 What happens if we suspect the details you give us aren't correct If 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, we may delay Connection or Suspend Services to your Device while we investigate further. Following our investigation, we will Connect or reinstate the Services unless we have grounds to terminate. You acknowledge that you will have no claim against us in respect of any delay or Disconnection caused as a result of the operation of this Condition.


    10 Credit assessments


    10.1 Your application is subject to credit status All applications for Registration and Orange Additional Services are subject to credit assessment before we can connect you to the Network. In considering your application we will search the following records about you and others (see 10.2 below): 


    10.1.1 Our own; and 


    10.1.2 those of licensed credit reference agencies (CRAs). When CRAs receive a search from us they will place a search footprint on your credit file that may be seen by other people searching your credit file. The CRAs supply to us both public (including the electoral register) and shared credit and fraud prevention information; and 


    10.1.3 those at fraud prevention agencies (FPAs). 


    10.2 We will use credit scoring and or other automated decision making systems when assessing your application. If our assessment of you does not meet our normal requirements we reserve the right to decline to Connect you or to supply Orange Additional Services or to decide an appropriate credit limit on your Account. Alternatively, we may ask you to lodge a Deposit with us before we Connect you. If you believe our assessment of you is incorrect, we will review your eligibility. However, we cannot accept responsibility for the accuracy of information provided by CRAs. Nor can we accept any liability for the consequences of our declining to Connect you.


    10.3 We will also check your details with FPAs for the purposes of verifying identities to prevent and detect crime and money laundering. We may also make periodic searches at CRAs and FPAs to manage your Account with us. 


    10.4 If you are making a joint application or tell us that you have a spouse or financial associate, we will link your records together so you must be sure that you have their agreement to disclose information about them. CRAs also link your records together and these links will remain on your and their files until such time as you or your partner successfully files for disassociation with the CRAs to break the link. 


    10.5 Information on your application will be sent to CRAs and will be recorded by them. We may also disclose details of how you conduct your Account to such agencies. If you do not pay any balance on your Account when due CRAs will record the outstanding debt. This information may be supplied to other organisations by CRAs to perform similar checks and to trace your whereabouts and recover debts that you owe. Records remain on file for 6 years after they are closed, whether settled by you or defaulted. 


    10.6 If you give us false or inaccurate information and we suspect or identify fraud we will record this and may also pass this information to FPAs. Law enforcement agencies may access and use this information. 


    10.7 We and other organisations may also access and use this information to prevent fraud and money laundering, for example when: 


    10.7.1 checking details on applications for credit and credit related or other facilities; 


    10.7.2 managing credit and credit related accounts or facilities; 


    10.7.3 recovering debt; 


    10.7.4 checking details on proposals and claims for all types of insurance; 


    10.7.5 checking details of job applicants and employees. 


    10.8 We and other organisations may access and use from other countries the information recorded by FPAs. 


    10.9 If you do not pay any sums due on your Account we will trace your whereabouts and recover debts. 


    10.10 Your data may also be used for other purposes for which you give your specific permission or, in very limited circumstances, when required by law or where permitted under the Data Protection Act 1998. 


    10.11 If you would like to receive details of the relevant FPAs and CRAs please contact us at Credit Referral, Orange PCS, Top Floor Global House, Senhouse Road, Darlington, Co Durham DL1 4YB or by calling 170 from your handset or 01613800883. You can also contact the CRAs and FPAs directly. 


    10.12 If you would like to read the full details of how your data may be used please visit our website at www.orange.co.uk or phone 07973 100 150 to request a copy of our policy.


    11 Deposits


    11.1 Deposits are held for 12 months We may request a deposit from you:
    a before Connection
    b before making Orange Additional Services available to you,
    c before reinstating the Services after Suspension, or
    d if you fail to pass any credit assessments which we reasonably consider to be necessary from time to time.
    11.2 Deposits will be held for 12 months from the date of receipt and then refunded upon request. We do not pay interest on Deposits. If you owe us money, we may set off Deposits against the amount due to us. If there is a balance left over in such cases, we will remit this to you or credit your Account.


    12 SIM Card


    12.1 It's your responsibility to keep your SIM Card safe Any SIM Card we supply to you remains our property, but it is your responsibility to keep it safe. SIM Cards are easily damaged and should be handled with care. We will replace free of charge any SIM Card found to be defective through faulty design or workmanship. In any other circumstances, however, we may charge for replacing it. We reserve the right to recall any SIM Card from you at any time to enhance or maintain the quality of the Services. 


    12.2 What to do if your SIM Card is lost, stolen or damaged You must inform us immediately if the SIM Card supplied to you is lost, stolen or damaged. You will remain liable for all Charges incurred until you do so. We will send you a replacement SIM Card as soon as reasonably practicable, but we reserve the right to charge you for doing so. 


    12.3 Your SIM Card and other networks The SIM Card supplied with your Device enables the Device to work on our Network only with the exception of Devices which can access Roaming Services. However, after the Minimum Term we will lift this restriction at your request, provided all your payments of Charges are up to date and you pay the current administration charge. The software in the SIM Card and the Device is either owned by or licensed to Orange which grants you a non-exclusive licence to use it for accessing the Services for the duration of your Contract and not otherwise. 


    13 Caller id


    13.1 What to do if you want your number to remain private Our Network will allow the display of your Orange number on receiving Devices. If you prefer not to allow this, please let us know in writing. Your mobile phone number and the approximate location of your Device will always be sent if calling the emergency services. 


    14 Devices


    14.1 Your Device is not a part of your Contract Your Device and Accessories are acquired by you outside the terms of your Contract.


    15 Changes to your Contract


    15.1 We reserve the right to make changes to your Contract 


    15.2 When you Register you are asked to choose a Service Plan and to indicate which Orange Additional Services you require. You may switch to a higher Service Plan at any time. You may switch once only to the next lowest Service Plan after one half of your Minimum Term has expired, unless otherwise stated. You must read the rules of your chosen Service Plan as they may restrict your right to change Service Plans during your Minimum Term. In the event you do switch Service Plan and add to or cancel Orange Additional Services you must give us not less than 10 days notice before your Billing Date (subject to the terms of any promotional offers you have accepted). We do, however, reserve the right to vary the terms of this Contract from time to time and to make changes to your Service Plan. We acknowledge that if we do increase the Charges, withdraw Orange Additional Services or introduce new mandatory Charges - or if your contractual rights are affected to your detriment - you may terminate your Contract in accordance with Condition 4.3. If you do not give notice within one month of our notifying you of any change(s), you will be taken to have accepted the change(s).
    In exceptional circumstances a government authority may require the reallocation or change of phone numbers in which case we may have to change your mobile phone number for the Services
    15.3 New services We are continuously enhancing our existing Services as well as adding new services, particularly Orange Additional Services. Charges for, and any special terms and conditions attached to Orange Additional Services will be notified in Customer Communication. The terms of your Contract, including Charges current on the date when you take up the offer of any Orange Additional Service, will apply to it, subject to any special promotional offer made by us and accepted by you.


    16 Customer Communication


    16.1 Please read all the information we send you We update our Customer Communication from time to time. Information on various topics is mailed to Customers with their monthly billing statements and/or made available to Customers with their e-bill on Your Account and is available on request from us. You are asked to read your Customer Communications and to keep those which are mailed to you until they are superseded. We regard you as having been given any information if it is either:
    a included in a mailing addressed to you,
    b by voicemail, email text or other form of electronic message sent by us to your Device,
    c communicated directly by any means (including any information made available to Customers with their e-bills).


    17 Assignment of Contract and change of ownership of Device


    17.1 Your contract is personal to you Your Contract is personal to you and you may not assign it. However, we may at our discretion (not to be unreasonably withheld) allow you to:
    a nominate a User other than yourself while you remain primarily liable to us under your Contract,
    b terminate your Contract on short notice if you have transferred title to your Device to a new customer who has Connected the Device to our Network. 


    17.2 We may assign our rights to your Contract only if such assignment is on terms which are at least as advantageous to you as those set out in your Contract.


    18 Liability


    18.1 Circumstances in which neither of us accepts liability Except as provided in this Condition 18, neither party shall be liable to the other, whether in contract or tort nor otherwise, for any loss or damage which is:
    a not the fault of the other party,
    b indirect and/or not reasonably foreseeable,
    c loss of business, profits, savings, revenue, use or goodwill, or for any loss or corruption of data whether caused to the other party through any breach of your Contract or any matters arising under it. Neither party excludes liability for negligent acts or omissions causing death or personal injury to any person. 


    18.2 Maximum liability of Orange Subject to Condition 18.1, we limit our legal liability up to a maximum of three thousand pounds per claim or a series of related claims for any loss or damage which is:
    a direct financial loss,
    b direct physical damage to or loss of property resulting from our breach of contract or negligence while providing Services.


    18.3 Factors beyond our control We will not be liable to you if we are unable to perform an obligation or provide the Services to you because of any factor outside our control, including but not limited to Acts of God, industrial action, default or failure of a third party, war, terrorist act, governmental action, or by any act or decision made by a court of competent jurisdiction. 


    18.4 Your maximum liability Subject to Condition 18.1, your liability is limited to payment of all outstanding Charges due in accordance with the provisions of your Contract.


    19 General


    19.1 Changes to your Contract Subject to Condition 15, your Contract may be varied or amended only by the express mutual agreement of both parties. A party seeking to rely on such variation or amendment must produce evidence of the other party's agreement to it. 


    19.2 Disclosure of information to third parties You agree to the disclosure to any telecommunications company, debt collection agency, credit reference agency, credit or fraud monitoring scheme, security agency or credit provider of:
    a any information relating to your Contract, including your personal financial information and details of how you have performed in meeting your obligations under your Contract,
    b any disclosure as may be within our Data Protection Act registration,
    c any disclosure required as a result of an order of any court of competent jurisdiction or by statutory authority. 


    19.3 Your information Orange or its Group companies will use your information which you provide to us together with other information for administration, marketing, credit scoring, customer services, tracking your Device and web use preferences, and profiling your purchasing preferences. We will disclose your information to our service providers and agents to help us with these purposes. We will keep your information for a reasonable period after your contract with us has finished in case you decide to use our Services again and may contact you about our Services during this time. 


    19.4 By registering your Device on the Network you consent to us sharing your information with other companies in the Group and companies outside the Group who are our business partners. They or we may contact you by mail, telephone, electronic messaging services, fax or email to let you know about any goods, services or promotions which may be of interest to you. Please call customer services if you do not wish to receive such information from us, or if you do not wish to receive information from our business partners, but remember that this will preclude you from receiving any of our special offers or promotions or those of our business partners. 


    19.5 By registering your Device on the Network you consent to our transferring your information to countries which do not provide the same level of data protection as the UK if necessary for providing you services you require. If we do make such a transfer, we will put a contract in place to ensure your information is protected. 


    19.6 You have a right to ask for a copy of your information (for which we charge a small fee) and to correct any inaccuracies.


    19.7 When you give us information about another person you confirm that they have appointed you to act for them, to consent to the processing of their personal data, and to the transfer of their information abroad and to receive on their behalf any data protection notices. For details of the Orange and its Group of Companies please visit our website. 


    19.8 Delivering communications to you All notices to be served in accordance with your Contract must be served by post or facsimile. We can in addition serve notice to you by voicemail, email text or other form of electronic message. They will be deemed served 48 hours after they are sent, or on earlier proof of delivery. All invoices and notices served by post will be sent to the address given by you on Registration unless you notify us of a change to this address.
    Any waiver, concession or extra time we may allow you is limited to the specific circumstances in which it is given and does not affect our rights in any other way. 


    19.9 Disputes between you and us You may request that disputes between you and us are referred to arbitration under our Code of Practice for Consumer Affairs. We will supply a copy of our Code of Practice for Consumer Affairs to you on request. 


    19.10 Miscellaneous If either party delays or does not take action to enforce their rights under the contract this does not prevent either party from taking action later. If any of the terms in this contract are not valid or legally enforceable the other terms will not be affected. We may replace any term that is not legally effective with a similar term that is. 


    19.11 Orange company details Our Company Registration Number is 2178917 and our Registered Office is at St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol, BS32 4QJ. 


    19.12 Governing law Your Contract is to be interpreted in accordance with the Laws of England and Wales.


    Non Payment of Contract 


    For Contract/Pay Monthly Orders: If you default on your payments, customers will need to return the handset & all accessories, along with any Free Gift if applicable, otherwise we will charge the full total to your credit card.

    Insurance Terms and Conditions
    MOBILE PHONE INSURANCE POLICY SUMMARY

    The information shown here is only a summary of what is covered. It does not form part of the contract between you and us. Please read your policy for full details of all terms and conditions and the excesses that apply to you.


    This policy is underwritten by Lloyds of London and will run for twelve months. It is administered by Warranty & Creditor Services. It is a mobile phone insurance policy and covers theft and damage to your Pay As You Go mobile phone.



    Theft and damage


  • If the phone is stolen, then a replacement of the nearest available specification will be provided.

  • If the phone is damaged then you are covered for the cost of repair including parts.

  • If the phone is damaged and is beyond economic repair then you will receive a phone of the nearest available specification.

  • there is an excess of £10 for all claims (exclusion 6).

  • The policy does not cover the cost of repair or replacement of SIM cards, car kits, batteries, chargers, aerials or accessories (exclusion 9).

  • The policy does not cover some instances of theft where the phone has not been properly secured (exclusions 2,3 and 4).

    Duration


  • The policy lasts for twelve months, though this can be extended further on request.

    Making a claim


  • To make a claim, please phone us on 01256 471 387.
  • For theft claims you will need to provide a completed claim form, a crime reference and evidence of any forced entry (where appropriate).

  • For damage claims you will need to send your handset to our authorised repairer. We will reimburse the cost of postage by Royal Mail Special Delivery.

    Cancellation


  • You will have the right to cancel this policy within 14 days of start of the cover by providing written notice to the Administrator at the address shown below. If you do not exercise your right to cancel this policy will continue in force for 12 months.

    Dispute


  • In the event of dispute write to the Customer Service Manager at Warranty & Creditor Services, 6 Faraday Office Park, Faraday Road, Basingstoke RG24 8QQ stating the nature of your complaint and the policy number in the first instance.

  • If you are not satisfied, you may subsequently write to The Complaints and Advisory Department, Lloyds of London, 1 Lime Street, London EC3M 7HA.

  • If still not satisfied, you may contact The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR.


    Compensation Warranty & Creditor Services are covered by the Financial Services Compensation Scheme which may be triggered when an authorised firm goes out of business. In this unlikely situation you may be entitled to compensation from the scheme. Compensation under the scheme for insurance advising and arranging is covered for 100% of the first £2,000 and 90% of the remainder of the cost, without any upper limit. Further information about compensation scheme arrangements is available from the FSCS.

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