1.1 These are the terms and conditions on which mobile services (Services) are provided to you by TR Fone Ltd, which we refer to in these terms as “SUPPLIER” or “we”, “us” or “our”. When we say “you”, “your” or “Customer” we mean you, our customer. Your Agreement with us is also made up of the charges and other tariff details available and periodically updated on our website info@trfone.co.uk (Pricing Information), our Privacy Policy and Cookie Policy and any other supplemental (including promotional) terms and conditions that may be relevant from time-to-time for the Services you are using and which are published on our website, such as any fair use policy. Further information on the Services can also be found in our Help sections on our website www.trfone.co.uk
1.2 Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide our Services to you, how you and we may change or end the Services, what to do if there is a problem and other important information. By creating an account, purchasing a bundle or inserting or using a SUPPLIER SIM card to access the services you will be deemed to have accepted the terms of the Agreement as set out in clause 1.1. We will connect you to the network as soon as possible so you can access the Services.
2.1 TR Fone Ltd is a trading company under umbrella of Soton Ltd and TR Fone Ltd company registration number is 15995803 and our registered office address is Violet Road Southampton SO16 3HA.
2.2 You can contact us by telephoning our customer service team on 500 from the SUPPLIER mobile network, or 02380676739 from a landline or non-SUPPLIER mobile network. You can also contact us in the ways set out in our Help pages on our website.
2.3 If we contact you we will do so by telephone call, text, email, via our mobile App, by publishing on our website, including by changing the charges or this Agreement as set out in clause 1.1, by notifying you by recorded message or other means.
3.1 Unless specified otherwise, a bundle lasts for a period of 30 days, from the day it is added to your account until 23.59 GMT or BST, whichever is in force, on day 30 (the Bundle Period). Your next bundle will automatically renew on the following day provided you have enough credit. We may also offer other payment methods to renew your bundle, as set out on our website. If we can’t renew your next bundle, for example because you don’t have enough credit, your Services will be provided on standard pay as you go rates (and you will not be able to use data services).
3.2 If you exhaust your data allowance before the end of the 30 day Bundle Period, you may contact us and request a renewal of your next 30 day bundle, provided you have enough credit. We may also offer other payment methods to renew your bundle, as set out on our website.
3.3 Each time you use your Services your bundle allowance will be reduced according to the duration and type of call or message or the amount of data used. Out-of-bundle charges apply for usage not included in your bundle and you must have sufficient credit available. If you use all your data allowance you will no longer be able to use data until your next bundle allowance is renewed. If you have any remaining bundle allowance at the end of a Bundle Period it will expire and will not be rolled-over into the next period, unless we notify you otherwise.
3.4 Our Pricing Information sets out all current charges including details of the calls and other traffic types included within the bundle allowance; out of bundle charges for usage not included in the bundle; and standard pay as you go rates if you do not renew your bundle. All charges include VAT where applicable.
3.5 If you don’t want your bundle to automatically renew, or you want to change your bundle allowance at the next renewal date, you can use the settings on our App or contact us in any of the ways set out in clause 2.2.
3.6 If we need to terminate or change your bundle allowance, the bundle charge applicable to your bundle (Bundle Charge) or any bundle terms to your disadvantage we will give you notice and the terms of clause 8 (Our Rights to Make Changes) shall apply.
4.1 Each Bundle Period you will be charged the relevant Bundle Charge for the following Bundle Period. When you order our SIM or eSim card we will take payment for the first Bundle Charge by credit or debit card or other payment methods we permit. Subsequent Bundle Charges and all out-of-bundle or other charges will be payable from your mobile credit account or other payment methods we permit (if any). We will notify you by email or text or via our mobile App when your regular Bundle Charge payment will be taken.
4.2 You may register a credit or debit card with us to make top up payments.
4.3 If you do not agree with your payment amount, you must notify us with reasons as soon as possible – at least within one month. This will not suspend your payment obligations.
4.4 You are responsible to pay your charges in full even if incurred by someone else using your Services and even if you dispute the charges. We may collect any unpaid amounts by making a deduction from your mobile credit account or using any credit card or debit card details you have given us. We may also charge you interest on unpaid amounts at the rate of 2% per annum above the base rate of Lloyds Bank, until the date you make payment. We may ultimately suspend your Services and may cancel this Agreement: we will let you know before taking these actions. You will not be able to port your number to another network while payment amounts owed to us remain outstanding.
5.1 We will aim to provide you with a continuous service and with the quality expected from a competent provider using reasonable care and skill, but we cannot guarantee that the Services will be fault-free, meet your exact requirements or be available continuously or everywhere in the UK. Please check the coverage checker at info@trfone.co.uk.
5.2 There may be factors outside of our control that impact availability or quality, including environmental factors such as weather or type of building, the number of people using the network and faults or maintenance or repair work in the network(s) we use to provide the Services. Please contact us if you experience a Service issue and we’ll try to fix it.
5.3 We will provide you with a SIM and a number. We own the SIM and number at all times and you must return either if we request for example, the number if required by a regulatory body. You are responsible for other people who use your Services complying with this Agreement. You must call us immediately if your SIM is lost, stolen or damaged. We do not have to refund you for any Services you have paid for in advance. You will remain responsible for all charges incurred as a result of unauthorized use of your SIM until you notify us and we can suspend your Services. We may charge you for a replacement SIM card.
5.4 Devices which you bring to the network used by us to provide the Services are your responsibility, including their compatibility and functionality. We are not responsible if data is lost or the device damaged during any unlocking process and you should back-up or store separately such data.
5.5 You are able to use the Service to call the emergency services. Your number will be shown to the emergency operator. When making an emergency call, your location information will be provided to the emergency operator to the extent technically feasible.
5.6 If you use the Services in the European Economic Area we will provide Services utilizing our roaming partners from time-to-time and in line with applicable legislation and any fair use policy published on our website. Please see the Roaming section of our Help pages on our website for further information.
6.1 Our Acceptable Use Policy states that the Services are provided to you on condition that:
7.1 You may terminate this Agreement at any time by contacting us in the ways set out in clause 2.2. You will not be able to claim back any unused airtime credit on your account or any sums in relation to any unused part of the Bundle Period.
7.2 We may terminate this Agreement at any time by giving notice to you, without any liability, if you:
7.3 If this Agreement is ended:
7.4 We may need to suspend the provision of the Services:
7.5 If the Services are suspended, this Agreement will still continue.
7.6 We may choose to suspend the Services in the situations where we have the right to terminate this Agreement, as an alternative or additional right. We reserve the right not to lift the suspension until you confirm that you will use the Services only in accordance with the terms of this Agreement. We will continue to provide access to emergency services.
8.1 We may need to change our Services or these terms and conditions at any time, for legal or regulatory reasons, due to network or technology changes or for other good technical or commercial reasons, for example, changes to or withdrawal of Services if they become technically impractical or are not fulfilling their economic purpose for us or for you. We may need to change our charges at any time.
8.2 We will publish such changes on our website, including by changing our Pricing Information or these terms available at info@trfone.co.uk. We may also choose to notify you by phone, text, email or the other methods stated in clause 2.3.
8.3 If any change is likely to cause material detriment to you in our reasonable opinion, we will give you at least one month’s notice by email or text or via our mobile App. If you do not accept such change, you may cancel this Agreement by notifying us at any time before any