The following are the terms and conditions (called "the terms") for the supply of goods and services by Chitter Chatter Direct Ltd. trading as Direct Mobiles. We may change the terms from time to time without notice. However, any changes will only apply to any orders received after the change.
We intend to rely upon the terms. It is important that you read and understand the terms before ordering from Direct Mobiles. If there is any term that you do not understand please notify us before ordering from us.
Direct Mobiles unique offers will have specific terms which are applicable to each one and these will be explained to you by phone or on our website at the relevant page.
You must be over 18 to order any products from us. We only accept orders from you if you are resident in the United Kingdom. By ordering from us you confirm that you are over 18 and in the United Kingdom. Delivery can only be made to addresses in the United Kingdom.
The benefit of any contract entered into with us is personal to you and only you can enforce the contractual terms.
We only agree to supply a phone to you if you enter into an airtime agreement to connect the phone we supply to an airtime provider for a minimum period of 24 months on the particular network and tariff that is associated with the phone. If there is a delivery charge, you must also pay that. The reason we insist on this is because mobile phones are worth several hundred pounds and we can only sell or supply a phone either free or for a price below what the phone is worth if you also enter into such an airtime agreement. Your contract for airtime is not with us but is with a separate mobile phone network.
If we deliver a phone to you and you do not enter into the associated airtime agreement or you cancel your agreement AND do not return the phone to us (or where permitted under paragraph 10 do not enable us to collect it) we will charge you the retail price of the handset only phone.
The phone and any other goods we deliver to you become your responsibility once they are delivered to you.
3. Ordering from Direct Mobiles
All orders for our mobile phones are subject to you passing status and credit checks required by the mobile phone networks, we will also use third party credit reference agencies (CRA) to do further identity and credit checks where necessary. We may also at times ask for further proofs of identity to help us protect you from identity theft. The CRA we currently use to provide further checks is Call Credit. If you are making a payment for the goods, orders are subject to obtaining payment authorisation from your credit or debit card provider. We will let you know if you do not pass these checks or if we do not obtain such authorisations.
Please note that any automated reply or acknowledgement of your order that you may receive from us by email is not an acceptance of your order. The contract between us is made when we despatch the goods to you. If you have ordered through our website, we will send you an email confirming this. Only the goods stated on that email will be included in the contract. By ordering with us you agree to us contacting you when your renewal is due.
Prior to entering the contract, we will be under no obligation to supply you with the mobile phone or other goods or services you have ordered.
We reserve the right to refuse or reject any order to obtain any goods or services at any time.
To purchase from us, you will need to use a credit, debit or charge card. If you order by our website, you will also need an e-mail address as we will use this to contact you. It is your responsibility to verify that your mailbox is in proper working order and you must assume the risk of all consequences for transmission or operational failures.
In order to obtain a mobile phone from us, it is necessary to pay your monthly payments to the airtime provider by direct debit. We will arrange for this to be set up automatically for you and details will be confirmed to you by your mobile phone network in writing soon after connection together with confirmation of when your first and ongoing payments will be taken. If there is a change to the date, amount or frequency of your direct debit, you will be given 10 working days' notice before any money is debited from your account. In the unlikely event of an error, you are entitled to an immediate refund from your bank. You have the right to cancel the direct debit at any time. This guarantee is offered by all banks and building societies that take part in the direct debit scheme. However you should be aware that airtime agreements usually require payments to be made by direct debit and you may be in breach of your airtime agreement if you cancel a direct debit or request a refund.
If you order insurance through us the insurance company will require a direct debit for any insurance premiums. We will arrange for this to be set up automatically for you and details will be confirmed to you by the insurer in writing soon after connection. If there is a change to the date, amount or frequency of your direct debit, you will be given 10 working days' notice before any money is debited from your account. You have the right to cancel the direct debit at any time. This guarantee is offered by all banks and building societies that take part in the direct debit scheme. However you should be aware that your insurance may cease if you cancel a direct debit or request a refund. Once you are connected to your mobile phone network, your first bill may not be for a complete month. The exact period will depend on the particular billing cycle that the airtime provider operates. We do not have any control over this but it does mean that any free minutes and/or free messages are prorated from connection up until the date of your first bill. We recommend that you check this with your mobile phone network upon receipt of the phone.
If you have agreed to pay for the phone or any goods during a telephone call with us, the price will be the price that we tell you during our telephone call. If you order from our website the price will be the price quoted on the online order form.
Occasionally we may make a mistake in the price quoted on our website or in an advertisement and if we have made such an error, then we will inform you of this as soon as we become aware of it and will tell you the correct price and ask you if you still wish to place a new order with us. If we have not heard back from you within 10 days, then we will assume that you did not want to place a new order and we will give you a full refund if you have already paid.
We reserve the right to cancel the contract between us if one or more of the goods you ordered were listed at an incorrect price due to a typographical error or because of an error in our website. If we do cancel your contract in such circumstances, we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.
By ordering from us, you agree that we are authorised to charge your credit, debit or charge card with the amount shown on the online order form or the amount we agree with you over the phone.
Any delivery charges will be explained to you by phone or, if you order from our website, will be stated on the website.
We will deliver to the current address given by you at the time you place your order. You or someone from your family must be available to accept delivery and sign an acknowledgement of delivery at your address. If the package appears damaged when it is delivered to you we advise you not to accept delivery.
We strongly recommend that, upon receipt, you inspect the phone. In the unlikely event that we deliver the wrong phone to you or the phone or other goods are defective or damaged, please inform us as soon as reasonably possible.
We will not be liable for any delays beyond our reasonable control. If you delay a delivery, our responsibility for everything other than damage due to our negligence will end on the date we agreed to deliver it.
If we are unable to provide you with the phone you have ordered for reasons beyond our reasonable control, you will be contacted as soon as possible at which point you will be offered the choice of accepting a substitute phone or a complete refund of any sums that you have paid.
If the item is in stock and ordered before 6.00 PM (Mon-Fri), we aim to dispatch the same day. Orders placed after 6.00pm Friday, all day Saturday and before 2.30pm on a Sunday will be delivered on Monday, orders placed after 2.30pm Sunday will be delivered on Tuesday. We use DPD, but in some cases delivery could take up to 5 working days. If you have not received your order within 5 working days please feel free to contact our Customer Service Team: firstname.lastname@example.org. Next day delivery service is available for UK Mainland only. Deliveries to the Scottish Highlands, Northern Ireland and other UK areas will take 2 days and no Saturday delivery service is available in these areas. Delivery to the Channel Islands is not available. Please note that deliveries to the Scottish Highlands, Ireland and the Isle of Man are not eligible for next day delivery.
We at Direct Mobiles, value the trust you place in us. That's why we insist upon the highest standards for secure transactions and customer information privacy.
1. What personal information we collect,
2. Why we collect personal information,
3. Why we share information and with whom,
4. Security precautions,
5. Consent procedures we have in place and about “The Right to be Forgotten” policy.
6. Advertisements from third parties
7. Our contact details
1. What personal information we collect?
When you use our website to order with us, you voluntarily provide us with the following information:
Date of birth
Mobile phone number
Home Telephone Number (if available)
Full Address details for the last 3 years
Credit card/debit card details
Bank account details
To make sure we follow your instructions correctly and to improve our service to you through training of our staff, we may monitor or record communications.
We also identify your IP address to secure our website and identify any suspicious activity.
While you can browse our Website without providing any details, activities such as placing an order, checking upgrade offer or registering for upcoming products we do require details from you.
2. Why we collect personal information?
Our primary goal in doing so is to process your order request in a secure and efficient way and/or to send you promotions, special offers or news about upcoming products.
More importantly, we may not always need all the above information, so we will only collect the personal information from you that we consider necessary for processing the type of product or service you order with us or subscribe to.
3. Why we share personal information and with whom?
We share and disclose personal information to third parties to complete and process order(s) you place with us which will involve passing them on to relevant third parties such as credit reference agencies, currently we use Call Credit, payment gateways, mobile phone networks (Everything Everywhere (EE) and Plusnet), insurance companies and delivery firms.
We do this to help us and mobile phone networks to make credit decisions about you, to check your identity and to protect you from fraud. We and the mobile phone network may search our own files and the files of credit reference agencies who will record any credit searches on your file. Details of how you conduct your account may be disclosed to such agencies. The information will be used by other credit grantors for making credit decisions about you and the people with whom you are financially associated, for fraud prevention, money laundering prevention and occasionally for tracing debtors. If you wish to know more about how the CRA's use your data, please follow the link here: https://www.callcredit.co.uk/crain
If you breach any after sales agreement with us your personal data may be disclosed or passed to third parties to the extent necessary to assist recovery procedures.
We will also pass on your personal details to mobile phone networks to enable them to set up direct debits and administer your airtime agreement. We may also carry out status checks. If you order your insurance through us, you give us permission to pass your data to relevant insurance companies.
Under the General Data Protection Regulation (GDPR), we give you the opportunity to let us know through consent options whether you would like us and people to whom we pass your personal details to contact you by post, email, SMS and phone to recommend similar products and services and to help you renew your agreement. We will never sell your data to any third-party companies.
4. Security precautions
Our Website has stringent security measures in place to protect the loss, misuse, and alteration of the information under our control. Once your information is in our possession we adhere to strict security guidelines, protecting it against unauthorized access.
Under General Data Protection Regulation (GDPR) you have the Right to be Forgotten, which means you can ask us to remove the personal information we hold about you.
We do not disclose your personal information to the third parties for their marketing and advertising purposes.
Before we start sharing personal information from you, we provide you with information about how we would use and share your information to complete your order with us. If you wish not to disclose your personal details with third party companies we work with, you can always decide to terminate your order journey.
Under the General Data Protection Regulation (GDPR), any individual may write to the Data Protection Co-ordinator at the address below and request a copy of the information which we hold about them. If the details are inaccurate you can ask us to amend them.
You may request us to remove your personal information or stop using your data or contacting you in particular ways (other than as is necessary for the performance of our obligations under our agreement or as permitted by law) by contacting our Data Protection Controller. We may also disclose your personal information if we are required to do so by law for example to the Financial Conduct Authority and other regulatory and government agencies.
6. Advertisements from third party on Direct Mobiles
We use third-party advertising companies to serve you with ads containing special offers and/or discount coupons when you visit our Website. These companies may use information (not including your name, address, email address, or telephone number) about your visits to this and other websites to provide advertisements about products, promotions and services of interest to you.
Please contact us for any questions regarding this statement.
The Data Protection Officer
Chitter Chatter Direct Ltd. T/A Direct Mobiles
5 North Street, Hailsham,
East Sussex, BN27 1DQ
Phone: 0203 553 1762
If you wish to take advantage of our returns policy, it is your obligation to return the phone in question together with any accessories and other goods supplied at your own cost by special delivery. Our returns policy only applies to phones which are unused (i.e. not used to make or receive calls or send or receive messages or data).
Our returns policy is in addition to any other rights you have and enables you to return the unused phone and other products we have sent you and end any associated airtime agreement. For phones with an associated airtime agreement, the unused phone and other goods must be returned to us within 14 working days of delivery (30 days on EE Business Tariff). You must follow the Returns Procedures supplied with the phone. If there is an associated airtime agreement, you will remain liable to pay for any line rental until the unused phone and all other goods we supplied to you are received back by us in unused condition in accordance with this policy. The unused phone and other goods must be returned in their original packaging. If we do not receive the phone and other goods back by the required date or if it has been used or we do not receive all the accessories that we sent to you, then any associated airtime agreement will not be cancelled and you will remain liable under it. You are responsible for the phone and other goods until they are received by us. Unless we have provided you with a prepaid envelope, you are responsible for the cost of returning the phone to us.
Refunds (where applicable) will be credited to the card used for the original purchase after receipt of the returned equipment and satisfactory inspection by us. Please allow 30 days for the refund.
If your handset develops a manufacturers fault within 30 days we will exchange it for a new handset. You will need to call the Direct Mobiles customer service care line to arrange for an exchange. Once we have received your handset we will assess the fault and call you on your preferred contact number. You must return the handset by Royal Mail special delivery.
Please enclose a receipt of postage and we will gladly refund you the cost. Postage will not be refunded if no fault can be found, non-warrantable fault or if no receipt of postage is sent. An admin fee of £10 will be levied for the return of non-warrantable and no fault found phones which have not been repaired.
Unless you have cancelled the contract in accordance with paragraph 10, even if you do not use the phone, the airtime agreement will be deemed to be have commenced on the date of delivery.
8.1 Unless we have specifically agreed to sell you a product on a standalone basis (without a Service) we only agree to sell or supply a product to you on the basis that you enter into a Network Contract, adhere to the terms and conditions of that Network Contract and pay the Network Operator all airtime bills as specified within the Network Contract for the agreed minimum term of the Network Contract. The reason we insist on this is because products can have a significant cost to us and we can only supply the product free or for a price below what the item is worth because the Network Operator subsidises the cost of the product. If you do not comply with the terms of your Network Contract at any time during the agreed minimum term of the Network Contract – for example if you do not pay your airtime bills or you cancel your Network Contract or are disconnected - the Network may recover from us any subsidies that it has paid to us for your product. If this happens, we may charge you the cost of the product as if it had been supplied to you on a SIM free basis (without a Network Contract) and we may contact you to make payment on your debit your credit or debit card on the basis that the product was supplied to you on a SIM free basis. Once this payment has been received we will then credit your original VAT/tax receipt and re-issue to you a new SIM free product receipt.
8.2 If for any reason we are unable to charge your payment card as set out in paragraph 8.1, we reserve the right to claim such sums back by any other means available to us including by way of court action.
Nothing in the terms limits our liability to you in the event of death or personal injury from our negligence.
We will not be liable under our agreement with you for any loss or damage caused by us or our employees or agents in circumstances where i) there is no breach of a legal duty of care owed to you by us or by any of our employees or agents; ii) such loss or damage is not a reasonably foreseeable result of any such breach at the time we enter into our contract with you; iii) any increase in loss or damage results from breach by you of any of the terms.
We are not responsible for indirect losses which happen as a side effect of the main loss or damage and which are not reasonably foreseeable by you and us at the time we enter into our contract with you (such as loss of profits or loss of opportunity).
As a consumer, you have certain rights by law regarding the return of defective goods and claims in respect of losses caused by any negligence on our part or our failure to carry out our obligations. The terms do not affect those rights.
We will not be liable in any way for technical or other problems that you may experience when using our website and we are not responsible for any loss or damage of any kind caused to your computer equipment from using our website.
All offers are valid only for the periods stated in the relevant advertisement or on the relevant web page.
If any provision of the terms is unenforceable this will not stop the rest of the terms from being enforceable.
Even if we do not exercise any of our rights on a particular occasion, that will not prevent us exercising those rights in the future.
The terms are governed by and construed in accordance with the laws of England and Wales. Each of us submits to the non-exclusive jurisdiction of the English Courts.
11. Cancellation under Distance Selling Regulations
If you are a consumer, in addition to the benefit of our returns policy you also have certain cancellation rights under Distance Selling laws and paragraph 10 applies.
Should you wish to cancel your contract then you may do so by sending us written notice before we have accepted or despatched your order or by sending us written notice no later than 7 working days after receiving the phone.
However, as there is an associated airtime agreement you will not be able to cancel your agreement once you have started to use the phone.
If you cancel your agreement before you have received the goods but we have already processed the goods for delivery you must not unpack the goods when they are received by you.
If you cancel your agreement after receipt of the goods, once you have cancelled you must not use the goods and you must keep them in their original packaging.
You must take reasonable care of the goods.
If you cancel, you must return the goods to us at your own risk and cost. You should follow the Returns Procedure enclosed with your phone.
Once you have notified us of your cancellation then any sums paid by you will be reimbursed within 30 days (other than our costs if we have to recover the goods from you). If you cancel under this paragraph and have not returned the goods to us within 7 working days of cancellation or when requested, you must make the goods available for collection by us at your cost. We can recover the costs of recovering the goods from you if you do not return them to us.
12. Provisions applicable to the use of our website
The contents of our website are directed solely at those who access this site from the United Kingdom. Any products for sale on this site may only be purchased and delivered to persons within the United Kingdom. If you choose to access the website from outside the United Kingdom it is your responsibility to check that you comply with any relevant laws. We may decline access to our website to any person.
We may revise the provisions applicable to the use of our website at any time by updating this posting. You should check our website from time to time to review the then current provisions, because they are binding on you.
Chitter Chatter Direct Ltd. is the owner of Direct Mobiles trade mark and branding. All other trademarks, brand names, product names and titles and copyrights used in this site are trademarks, brand names, product names or copyrights of their respective holders. No permission is given by us in respect of the use of any of them and such use may constitute an infringement of the holder's rights.
Limited License: You are permitted to print and download extracts from our website on the following basis: (i) no documents or related graphics on this website are modified in any way; (ii) no graphics on our website are used separately from accompanying text; and (iii) our copyright notice and this permission notice appear in all copies; (iv) you only do so for your own personal use and in connection with your use of the website as part of an ordinary relationship with us. Unless otherwise stated, the copyright and other intellectual property rights in all material on our website (including without limitation photographs and graphical images) are owned by us or our licensors. Any use of extracts from our website other than in accordance with the limited license above for any purpose is prohibited. If you breach any of the terms in this paragraph 11, your permission to use our website automatically terminates and you must immediately destroy any downloaded or printed extracts from our website.
Other than by way of the limited license above, no part of our website may be reproduced or stored in any other website or included in any public or private electronic retrieval system or service without our prior written permission.
Any rights not expressly granted in the terms are reserved.
You may not link our website to any other website without our prior written consent. If we give any such consent we can revoke it at any time.
We provide our website on an 'as is' basis and make no representations or warranties of any kind with respect to our site, its contents or its accessibility and disclaim all such representations and warranties. In addition, we make no representations or warranties about the accuracy, completeness, or suitability for any purpose of the information and related graphics published in this site. For example, specifications of phones are obtained from the phone manufacturer. The information contained in this site may contain technical inaccuracies or typographical errors. All our liability for any such inaccuracies or errors is expressly excluded to the fullest extent permitted by law.
We will not be liable for loss or damage arising out of or in connection with the use of this site. This is a comprehensive limitation of liability that applies to all damages of any kind, including (without limitation) compensatory, direct, indirect or consequential damages, loss of data, income or profit, loss of or damage to property and claims of third parties.
Notwithstanding the above, none of the exclusions and limitations in the clause are intended to limit any rights you may have as a consumer under local law or other rights which may not be excluded nor in any way to exclude or limit our liability to you for death or personal injury resulting from our negligence or that of our employees or agents.
- The chances of a stolen mobile phone being returned to its owner are less than 1%.
- Current phone models can cost over £700 to replace
- A brand new handset is more likely to be stolen.
- Mobile phone theft is Britain's costliest form of crime.
- Many household policies do not cover your mobile phone for theft and damage outside your home. Household policies also tend to have large excesses and increases in premium if you claim.
- Repairs can be expensive and in many cases as much as a new phone.
- Mobile phones damaged by water or fluid often cannot be repaired - and are not covered by the manufacturer’s warranty.
Misuse of airtime
If your phone is stolen and the thief uses it before disconnection the insurers will cover the cost of the unauthorised calls made up to £1000 providing you notify us of the theft within 24 hours.
If your phone breaks down after the manufacturer’s warranty the insurance will also cover you for the cost of repair including parts. The cost of repairing your phone could be more than the phone is worth.
Worldwide trips of up to 90 days are also covered by the insurers at no additional cost.
Repairs and replacement
In the event that your phone is stolen you will receive the same model of phone subject to availability, if unavailable a replacement with similar features and functions will be supplied. If your phone is damaged or breaks down and is beyond economic repair you will receive a new model of phone subject to availability (please note iPhones may be remanufactured handsets), if unavailable a replacement with similar features and functions will be supplied.
Schedule of Insurance
Please contact the Administrator on the number shown overleaf if you have not received your Schedule of Insurance within 14 days of applying for cover.
DIRECT MOBILES MOBILE PHONE THEFT, DAMAGE & EXTENDED WARRANTY INSURANCE POLICY
PLEASE CLICK HERE FOR FULL MOBILE PHONE INSURANCE POLICY TERMS AND CONDITIONS
PLEASE CLICK HERE FOR MOBILE PHONE INSURANCE PRODUCT INFORMATION DOCUMENT
PLEASE CLICK HERE FOR FULL MOBILE PHONE SCREEN INSURANCE POLICY TERMS AND CONDITIONS
PLEASE CLICK HERE FOR MOBILE PHONE SCREEN INSURANCE PRODUCT INFORMATION DOCUMENT
Your chosen cash back, will be paid directly into the bank account we have registered for you each time a cash back payment is due to you. You will automatically receive the cash back payment by 30th* of each month until you either upgrade or cancel your current contract. If you have selected a one-off cash back deal, we will pay the cash back amount within 90 days from the date of connection.
Terms & Conditions
- These terms and conditions apply in addition to (i) the Terms and Conditions for Airtime/Network Supply/Mobile Phone Services with your network operator and (ii) the Terms and Conditions of Sale and/or Terms and Conditions for Supply of your Equipment/Handset/Phone with Direct Mobiles
- This offer is only open to residents of the UK of 18 years of age or over.
- This offer is subject to credit status and you entering an Airtime Contract for a minimum term.
- Once you have accepted the terms of your Airtime Contract, you shall be deemed to have accepted these terms and conditions.
- Automatic Line Rental Discount.
- There is no need to submit a redemption claim and no claim forms are required.
- You will receive your mobile phone bills each month for the full advertised monthly cost, which you are required to pay.
- The payment you will receive is the equivalent amount of discounted line rental which you will automatically receive on the 30th of the 2rnd month after connection.
- Example: SIM Only 15 (12 months) £15.32 per month with 1 months discounted line rental to £12 has a cashback value of £3.32.
- You will automatically receive a payment into your bank account registered with us for £3.32 on the 30th March 2011 for a connection purchased in January 2011.
- In order to claim any discounted line rental and/or cashback or similar, you must be able to demonstrate to our reasonable satisfaction that your Airtime Contract has not been cancelled and all payments thereunder are up-to-date when you claim.
- In the event that your Network Operator makes a clawback of any commissions paid to us due to a default or termination by you under your Airtime Contract, we reserve the right to charge you for the full amount of any such clawback up to the amount of any discounted line rental or similar applied or paid by us to you or for any cashback paid to you.
- Direct Mobiles is trading name of Chitter Chatter Direct Ltd. t/a Direct Mobiles, 5 North Street, Hailsham, East Sussex, BN27 1DQ, Reg no. 06904226.
Cash back by redemption:
If you have chosen redemption cash back deal offered on our website, cashback will be paid in instalments if the claim process has been followed, instructions on how to claim will be provided with your order. For example, if you are on a 24 month contract, the cashback is claimable by instalments in months 6, 9, 12, 15, 18 for new connection or upgrade. If you are on a 12 month contract, the cashback is claimable by instalments in months 4, 6, 8, 10, 12 for new connection or upgrade. Cash back will become void for customers who disconnect from the network prior to their payment being made.
15. International Calls Terms and Conditions
"We"/"us"/"our" mean Direct Mobiles powered by Dial-a-Code, a trade mark of Core Telecommunications International Limited, 18 Edward Square, Bloomfield Avenue, Dublin 4. Ireland.
"You"/"your"/"Customer" shall mean the person ordinarily resident in the UK and Northern Ireland that is the primary user of the Dial-a-Code Service, and includes any person enabled or permitted by the Customer to use the Dial-a-Code Service.
"Service" is the Direct Mobiles Service which is intended to be used from Mobile Phones and allows the Customer to make telephone calls via an Access Number with the Customer being charged only by their service provider.
"Access Number": the Direct Mobiles Access Number is a phone number provided by us that you must use to access the service. Calls to the Access Number are billed to the bill payer of the phone used to contact the Access Number by the bill payer’s existing network operator.
The Dial-a-Code service works with all EE SIM cards. The Dial-a-Code PAYG prices as shown are for use with EE phones only, for calls from the UK. The Dial-a-Code international service access numbers have been set up by T-mobile specifically for use with the Dial-a-Code international service. Prices are specific to these numbers and are charged by EE through standard pay as you go credit or pay monthly bills. Prices and or available destinations for the Dial-a-Code international service are subject to change. Customers will be notified of changes on the www.dialacode.com website or via SMS. All standard EE terms and conditions apply to your usage. Use of the numbers from any other network will be charged differently or may not be accessible. Dial-a-Code makes no charges to the user for this service and accepts no responsibility for any charges made by the service provider of your mobile service.
You must not use the service to make offensive, indecent, menacing, nuisance or hoax calls; or fraudulently or in connection with a criminal offence. If you do we may cease service without notice
All Prices and or available destinations for the Dial-a-Code international service are subject to change. Customers will be noticed of changes on the Website. We do not guarantee that your call will be connected to your destination number, or the quality of the call, as these matters are influenced by things outside our reasonable control.
If we cannot do what we have promised in this Contract because of something beyond our reasonable control such as lightning, flood, or exceptionally severe weather, fire or explosion, civil disorder, war, or military operations, national or local emergency, anything done by government or other providers of telecommunications services or networks or other competent authority or industrial disputes of any kind, (including those involving our employees), we will not be liable for this.
We are not liable for any failure to perform our obligations if we are prevented from doing so by an event beyond our reasonable control (which may include, without limitation, strikes, labour disputes; acts of God, war; riot; civil action; malicious acts or damage; compliance with any law, governmental or regulatory order, rule, regulation or direction; virus or other harmful components; any act or omission of any government or other competent authority; accident; equipment or services failure, including the unavailability of third party telecommunications services, lines or other equipment; Are; flood or storm ).
We accept liability for our negligence, but only to the extent stated in this paragraph. We do not exclude or restrict our liability for death or personal injury resulting from our negligence, nor any liability arising under Part 1 of the Consumer Protection Act 1987 . Our liability to you in contract, tort or otherwise (including for our negligence) arising in relation to the service is limited to £100 for any one incident or related series of incidents and £ 200 for any series of incidents related or unrelated in any period of 12 months. In any event we have no liability for any loss that is not reasonably foreseeable, nor for any direct or indirect loss of business, revenue, profit or savings you expected to make, wasted expense, financial loss or data being lost or harmed . We do not accept liability for the acts or omissions of other providers of telecommunications services or networks or for the availability or performance of such services or networks. If you use the service for business purposes you must indemnify us against any claims that anyone (other than you) threatens or makes against us because the Service is faulty or cannot be used by them. Each provision of this paragraph operates separately in itself and survives independently of the others.
Invalidity and inconsistency
If any part of these term s are unenforceable Including any provision in which we exclude our liability to you) the enforceability of any other part of these terms will not be affected.
Please click here
to see EE 4G Terms & Conditions
Retail Price Index (RPI) is a measure of the increase in prices for consumers and businesses on average across the country, over the last 12 months. This measure of inflation is published monthly by the Office for National Statistics.
The RPI looks at the prices of hundreds of items that we spend money on and it tracks changes in the cost of these items over time. It is produced by combining around 180,000 price quotes for over 650 representative items in 150 different areas across the UK.
This is known as the ’basket of goods‘ and is regularly updated to reflect changes in the things we buy. Examples of goods included in the basket are food, drinks, clothing, cinema tickets, furniture, cars, public transport, holidays, telecoms, electricity and water.
The annual rate of inflation shows how much higher or lower prices are compared with the same month a year earlier. So if the inflation rate is 3% in January, for example, prices are 3% higher than they were 12 months earlier. Or, to look at it another way, we need to spend 3% more to buy the same things.
We compare this to the annual change recorded in the previous month to get an idea of whether price rises are getting bigger or smaller. If the annual rate has risen from 3% to 4% from one month to the next, prices are rising at a faster rate, if the rate has fallen - say from 3% to 2% - prices of the things we buy are still higher, but have not increased by as much.
Between January 2012 and January 2018 the RPI has ranged from 0.9% to 4.1%.
Annual price increase by RPI % published in January. Affecting all customers on contracts signed from the 26th March 2014. Bill from 30th March 2018 will show a 4.1% increase in monthly price plan.
Below we have examples of price points to give an idea of how a customer price plan will change:
|Price until March 2019 ||Price from March 2019 to March 2020 ||Price until March 2019 ||Price from March 2019 to March 2020 ||Price until March 2019 ||Price from March 2019 to March 2020 |
|£15 per month ||£15 per month plus annual RPI adjustment. ||£ 33 per month ||£ 33 per month plus annual RPI adjustment. ||£ 53 per month ||£ 53 per month plus annual RPI adjustment. |
|£ 18 per month ||£ 18 per month plus annual RPI adjustment. ||£ 34 per month ||£ 34 per month plus annual RPI adjustment. ||£ 58 per month ||£ 58 per month plus annual RPI adjustment. |
|£ 21 per month ||£ 21 per month plus annual RPI adjustment. ||£ 38 per month ||£ 38 per month plus annual RPI adjustment. ||£ 63 per month ||£ 63 per month plus annual RPI adjustment. |
|£ 23 per month ||£ 23 per month plus annual RPI adjustment. ||£ 39 per month ||£ 39 per month plus annual RPI adjustment. ||£ 68 per month ||£ 68 per month plus annual RPI adjustment. |
|£ 24 per month ||£ 24 per month plus annual RPI adjustment. ||£ 43 per month ||£ 43 per month plus annual RPI adjustment. ||£ 73 per month ||£ 73 per month plus annual RPI adjustment. |
|£ 26 per month ||£ 26 per month plus annual RPI adjustment. ||£ 44 per month ||£ 44 per month plus annual RPI adjustment. ||-- ||-- |
|£ 28 per month ||£ 28 per month plus annual RPI adjustment. ||£ 48 per month ||£ 48 per month plus annual RPI adjustment. ||-- ||-- |
|£ 29 per month ||£ 29 per month plus annual RPI adjustment. ||£ 49 per month ||£ 49 per month plus annual RPI adjustment. ||-- ||-- |
24 month minimum term, Subject to credit check (for new connections), Price assumes Direct Debit & online billing, Other terms apply, see ee.co.uk/terms, Key Out of Bundle charges, Confirmation of numbers included in inclusive minutes & texts when Annual requirement to update the year in tables as detailed above.
Annual price increase based on the full price of your plan and/or additional commitment service. The price will increase from March each year. Please note the cost of any additional services you take from us might also increase or decrease while you’re an EE customer.
Pay monthly: Subject to credit check. Monthly charges assume online billing. Data allowance can be used in UK & EU/EEA. Data fair use policy may apply in EU/EEA. See ee.co.uk/terms for countries and details. Deposit needed for roaming in limited circumstances. General: Calls to 084, 087, 09 & 118 numbers are not included; you’ll be charged EE’s Access Charge of 55p/min plus the applicable service charge. See the EE Price Guide for a detailed list of service charges. If you call a 070 you’ll be charged up to 75p/min. See ee.co.uk for our Price Guide & more info on charges outside of your allowance. Free EU Roaming: Customers on eligible plans will be able to use their minutes, texts and data at no extra cost when roaming in the EU/EEA. Speed and service will vary depending on the service available in the country you visit. You must be normally resident in the UK. Data fair usage policy may apply, see our PAYM plan terms and PAYG plan terms, ee.co.uk/terms for full details. The fastest 4G plan in the UK: Based on the Speed Network RootScore Award from the RootMetrics® UK RootScore® Report: H1 (Jan – Jun 2017). Tested at locations across the UK with the best commercially available smartphones on 4 national mobile networks across all available network types, conducting over 23K randomly sampled test cycles. EE tests carried out using 4GEE Max tariff with uncapped speeds. Your experiences may vary. The RootMetrics award is not an endorsement of EE. Visit ROOTMETRICS.CO.UK for more details. Mobile only. 4G speeds depend on location, number of users and plan. 4G only available on EE plans. Check your coverage at ee.co.uk/coverage. Compatible device required. BT Sport – 24 months’ offer: The app is an inclusive benefit of pay monthly Max Plans. See ee.co.uk/terms for full details. When you download and use the BT Sport app, you will use data that may decrement from your price plan’s inclusive allowance. Add-ons general: Subject to credit check. Cost added next bill and then every bill each month until you ask us to remove it. Allowances last until next bill or until used it, whichever comes first. Allowances don’t roll over. Once you have used up the allowance, standard rates apply as set out in the Non-Standard Price Guide. Go Further Add-on: This Add-on allows you to use your data allowance in the USA, Canada, Mexico, Australia and New Zealand in addition to the UK & EU/EEA. 6 month minimum commitment required. See ee.co.uk/terms for details. Cost added to next bill and then every bill each month for the 6 months minimum term (even if you terminate before the end of the 6 month minimum term). After 6 months it will continue each month until you ask us to remove it. Go Faster Add-on: 4G speed is usually capped at 60MB on Essential and SIM plans; this Add-on allows you to access uncapped 4G speeds. UK use only. 4G speeds depend on location, number of users and plan. Check your coverage at ee.co.uk/coverage before purchasing the Go Faster Add-on. International Calls & International Calls Extra Add-On: Included in your Add-On is calls from the UK to standard landline or mobile numbers in selected countries. See ee.co.uk/terms for countries. Redial before 120 minutes to avoid call charges. Apple Music Membership: The individual Apple Music membership add-on is free for 6 months for customers on EE pay monthly or SIM only phone plans and adding the add-on to their account for the first time. After 6 months, membership automatically renews and you’ll be charged £9.99 a month unless you cancel. Unless you have an Apple Music Streaming add-on, data usage will decrement from your plan’s data allowance. Apple Music terms apply. For more details go to ee.co.uk/applemusicterms. BT Sport Add-On: The app is made available to pay monthly customers on Essential handset and SIM only phone plans as a 30 day rolling Add-On. See www.ee.co.uk/terms for full details. When you download and use the BT Sport app, you will use data that may decrement from your price plan’s inclusive allowance.
18. OUT OF BUNDLE RATES – EE PLANS (HANDSET & SIM ONLY)
| ||EE Essential 24 Month Handset Plans & SIM ONLY||EE Max 24 Month Handset Plans|
|Cost of Calls|
(Inc VAT) (1,2)
|Cost of Calls|
|Calls to certain MNVO Numbers ||X||55p per minute||X||55p per minute|
|Calls to numbers starting with 0500 (5)||X||20p per minute||X||20p per minute|
|Calls to numbers starting with 0800, 0808 or 116 (5)||X||Free||X||Free|
|Calls to numbers starting with 08, 09 or 118 (not including Freephone 080) (8)||X||Access Charge|
of 55p per
minute plus a
of 55p per
minute plus a
|Calls to retrieve voicemail||✔||55p per minute||✔||55p per minute|
|Text messages to certain MVNO numbers (3,4)||X||15p per message||X||15p per message|
|Picture Messages||X||55p per message||X||55p per message|
|Calls to Customer Services (During Normal Working Hours)||✔||Free||✔||Free|
|Calls to Customer Services (During Extended Working Hours)||X||50p per call||X||50p per call|
|Call Divert (6)||✔||Standard Rate|
|Roaming minutes and texts to the UK from the EU and EEA countries||✔||Standard Rate|
|Minutes and texts to landlines within the EU and EEA countries||✔||Standard Rate|
- A one minute minimum call charge applies. Thereafter calls are charged on a per minute basis.
- Calls made within your allowance are charged on a per second basis.
- Calls & text messages to certain MVNO ranges and call forwarding services are not included in your allowance. A pre call announcement may be heard prior to call connection. Text messages are charged at 15p per message.
- Inclusive minutes and texts are for use in the UK / EU / EEA.
- Calls to some charity helplines(e.g Childline) are free to call and will not be deducted from your allowance.
- Call divert is included in your allowance where the diverted to number would have ordinarily been included in your allowance. Standard call rates apply to outside of allowance calls.
- Roaming minutes and texts are for use whilst travelling within EU, EEA or Channel Islands. For a full list of countries please see ‘points to note’ in the Plan Price Guide or visit ee.co.uk/roaming.
- Please see ee.co.uk/ukcalling for a list of Service Charges.
- Call charges vary depending on the time of your call as well as other optional selections that you may choose. You will be notified of call costs and have the option to end the call at that point without incurring any charge. Please see our ‘Non-standard Service’ brochure for further details and definitions of our ‘normal working hours’ and ‘extended working hours’.
19. About Pro-Rata Billing
Within around six days of connection, you will receive your first bill from EE. This will be for one full month’s line rental to cover the monthly recurring charges in advance. The new package is effective immediately and in the majority of cases, your billing date will be the day after connection to prevent any Pro-rata implications to their inclusive allowances. Example scenario:
- You have purchased on 1st of month.
- Billing date usually 2nd of month- you would be charged one month in advance.
- Full allowance available immediately.
If you are adding another line onto your existing account part way through your billing period you will see part charges on their next bill – A part charge for line rental for the additional line from the date of connection, up to their existing bill date plus one month in advance. It’s the same for your inclusive allowances too, you will only receive a partial allowance to use from date of connection until your existing billing date. Example scenario:
- You have purchased on 15th of month.
- Your existing billing date is 1st of month (set by date of connection of first EE line).
- On next billing date you will be charged for a full month of line rental for each line plus 16 days worth of line rental of new connection to align billing.
- 16 days worth of allowance available until next billing date
EE – EE Upgrades
If a you have changed price plan it is effective immediately, therefore this will create part charges on your next bill, which will appear as: - A Pro-rata refund of the old plan (as it was paid one month in advance) Example scenario:
- A Pro-rata charge for the new plan (to cover the date the charge became effective, until the existing bill date)
- A charge for the new price plan, equivalent to one month in advance.
- It's the same for allowances too. You will get a partial allowance refund for your old price plan and a partial allowance for your new plan to cover them until their bill date.
- Your existing billing date is 1st of month (set by date of connection of original EE line).
- You have upgraded on 15th of month.
- On next billing date you will be charged for a full month of line rental in advance in addition to 16 days worth of line rental of the new upgraded Plan to align billing. You will also receive a refund of 16 days worth of line rental for your old plan which was paid in advance.
- 16 days worth of allowance available until next billing date
Migrations to EE
When you migrate to EE from your Orange/ T-Mobile account will be closed. Your final Orange/T-Mobile bill will act as your first EE bill and will detail a Pro-rata refund of your old plan (because it was paid one month in advance) and a charge for your new plan equivalent to one month in advance. Example scenario:
A new Account Number, bill date and Direct Debit date will be set up for your EE account. The new billing date will, in most cases, be the day after connection to prevent any Pro-rata implications to your new inclusive allowances.
- Your Orange billing date is 1st of month.
- You are migrating to EE on 15th of month.
- Billing date becomes 16th of month for future EE bills.
- Your final Orange bill charges one month of new EE plan in advance minus 15 days of Orange line rental.
- Full allowance available immediately.
20. Plusnet Terms & Conditions
Please click here
to see Plusnet Terms & Conditions
21. EE Pay Monthly Terms & Conditions
Please click here
to see EE Pay Monthly Roaming Terms & Conditions
22. EE Pay As You Go Roaming Terms & Conditions
Please click here
to see EE Pay As You Go Roaming Terms & Conditions
23. Mobile Phone Screen Insurance
Please click here
to see Mobile Phone Screen Insurance Terms & Conditions
24. EE Home Broadband Terms and Conditions
Please click here
to see EE Home Broadband Terms & Conditions
25. Vodafone Pay Monthly Terms and Conditions
Please click here
to see Vodafone Pay Monthly Terms & Conditions