The following are the customer policies for Trio Telecom (referred to throughout as “Us”, “We”, “Service Provider” or “Our”). Trio Telecom is a limited company incorporated in England and Wales registered under Company Number 08996560 whose registered office is at Arquen House 4-6 Spicer Street, St. Albans, Hertfordshire, AL3 4PQ..

Click to read Standard Terms & Conditions

This page (together with the documents referred to on it tells you the terms of use on which you may make use of our website (our site), whether as a guest or a registered user. Please read these terms of use carefully before you start to use the site. By using our site, you indicate that you accept these terms of use and that you agree to abide by them. If you do not agree to these terms of use, please refrain from using our site.

Information about us

This site is operated by the Company as named on each page of this website (“We”). We are registered in England and Wales. Our Registered office, place of business, Company number and VAT number are also found on this site.

Accessing our site

Access to our site is permitted on a temporary basis, and we reserve the right to withdraw or amend the service we provide on our site without notice (see below). We will not be liable if for any reason our site is unavailable at any time or for any period.

From time to time, we may restrict access to some parts of our site, or our entire site, to users who have registered with us.

If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential, and you must not disclose it to any third party. We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our opinion you have failed to comply with any of the provisions of these terms of use.

You are responsible for making all arrangements necessary for you to have access to our site. You are also responsible for ensuring that all persons who access our site through your internet connection are aware of these terms, and that they comply with them.

Intellectual property rights

We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

You may print off one copy, and may download extracts, of any page(s) from our site for your personal reference and you may draw the attention of others within your organisation to material posted on our site.

You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

Our status (and that of any identified contributors) as the authors of material on our site must always be acknowledged.

You must not use any part of the materials on our site for commercial purposes without obtaining a licence to do so from us or our licensors.

If you print off, copy or download any part of our site in breach of these terms of use, your right to use our site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

Reliance on information posted

Commentary and other materials posted on our site are not intended to amount to advice on which reliance should be placed. We therefore disclaim all liability and responsibility arising from any reliance placed on such materials by any visitor to our site, or by anyone who may be informed of any of its contents.

Our site changes regularly

We aim to update our site regularly, and may change the content at any time. If the need arises, we may suspend access to our site, or close it indefinitely. Any of the material on our site may be out of date at any given time, and we are under no obligation to update such material.

Our liability

The material displayed on our site is provided without any guarantees, conditions or warranties as to its accuracy. To the extent permitted by law, we, other members of our group of companies and third parties connected to us hereby expressly exclude:

  • All conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity.
  • Any liability for any direct, indirect or consequential loss or damage incurred by any user in connection with our site or in connection with the use, inability to use, or results of the use of our site, any websites linked to it and any materials posted on it, including, without limitation any liability for:
    • loss of income or revenue;
    • loss of business;
    • loss of profits or contracts;
    • loss of anticipated savings;
    • loss of data;
    • loss of goodwill;
    • wasted management or office time; and
  • Any liability for any other loss or damage of any kind, however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable, provided that this condition shall not prevent claims for loss of or damage to your tangible property or any other claims for direct financial loss that are not excluded by any of the categories set out above.

This does not affect our liability for death or personal injury arising from our negligence, nor our liability for fraudulent misrepresentation or misrepresentation as to a fundamental matter, nor any other liability which cannot be excluded or limited under applicable law.

Information about you and your visits to our site

We process information about you in accordance with our privacy policy, which is also be found on this website. By using our site, you consent to such processing and you warrant that all data provided by you is accurate.

Uploading material to our site

Whenever you make use of a feature that allows you to upload material to our site, or to make contact with other users of our site, you must comply with any applicable laws and content standards. You warrant that any such contribution does comply with those standards, and you indemnify us for any breach of that warranty.

Any material you upload to our site will be considered non-confidential and non-proprietary, and we have the right to use, copy, distribute and disclose to third parties any such material for any purpose. We also have the right to disclose your identity to any third party who is claiming that any material posted or uploaded by you to our site constitutes a violation of their intellectual property rights, or of their right to privacy.

We will not be responsible, or liable to any third party, for the content or accuracy of any materials posted by you or any other user of our site.

We have the right to remove any material or posting you make on our site if, in our opinion, such material does not comply applicable laws or content standards.

Viruses, hacking and other offences

You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack.

By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.

We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our site or to your downloading of any material posted on it, or on any website linked to it.

Linking to our site

You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it, but you must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.

You must not establish a link from any website that is not owned by you.

Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page. We reserve the right to withdraw linking permission without notice. If you wish to make any use of material on our site other than that set out above, please address your request to ‘Contact Us’ on this site.

Links from our site

Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those sites or resources, and accept no responsibility for them or for any loss or damage that may arise from your use of them.

Jurisdiction and applicable law

The English courts will have exclusive jurisdiction over any claim (including non-contractual disputes or claims) arising from, or related to, a visit to our site.

These terms of use and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.

Variations

We may revise these terms of use at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we made, as they are binding on you. Some of the provisions contained in these terms of use may also be superseded by provisions or notices published elsewhere on our site.

Your concerns

If you have any concerns about material which appears on our site, please contact us via the ‘Contact Us’ section of this website. Thank you for visiting our site.

Click to read our Privacy Policy

Introduction

For the Internet to operate in a manner that satisfies the majority of its users, all users need to observe some rules and behaviours governing their use of it. These requirements are usually contained or referred to in the relevant terms and conditions governing the particular Internet service as well as the law.

To enable our customers to have a better understanding of what is and is not acceptable when using the Internet, and to help you get the best out of the Internet, we have developed a number of Acceptable Usage Policies. These policies should help you benefit from safer surfing and minimise the risk of suffering “online abuse”.

We have also included some general advice on how to protect you and your computer to each of these policies which we encourage you to follow.

Illegal and inappropriate activities

As an Internet user, whilst connected to the Internet using our Services you must comply with the relevant laws that apply in the UK. You should also be mindful of the fact that the Internet is a global medium and is regulated by the laws of many different countries. Material which is legal in this country may be illegal in another and vice versa.

These are some of the things that you must not do whilst connected to the Internet:

You must not, by using the service, download, possess or transmit in any way, illegal material (for example indecent images of children).

You must not send, publish, distribute, circulate or otherwise propagate any material that may be deemed to be grossly offensive or of an indecent, obscene nature or menacing in character.

You must not send, with the intention of causing annoyance, inconvenience or needless anxiety a message that you know to be false, or to cause such a message to be sent or to persistently make use of our service for that purpose.

You must not gain or attempt to gain unauthorised access to any computer systems for any purpose, including accessing the Internet.

You must not, without authorisation intentionally impair or attempt to impair the operation of any computer, prevent or hinder access to any program or data held in any computer or to impair the operation of any such program or the reliability of any such data (this could include deleting files, changing the desktop settings introducing viruses etc.).

You must not infringe the rights of others, including the right of privacy and copyright (an example would be sharing without permission of the copyright owner protected material such as a music or video file).

Many of these activities could result in legal action, a fine or a term of imprisonment or both.

If you are in any doubt as to the legality of anything, take independent legal advice before proceeding.

Our Obligations

We are obliged under the Regulation of Investigatory Powers Act to disclose information to Law Enforcement Agencies and Public Authorities that are legally entitled to obtain such information, and where we have access to such information. Similarly we must comply with court orders to disclose information. In serious instances of abuse we may also notify the police or relevant law enforcement agency.

We cannot and do not monitor content of our customers websites or content of chat rooms, instant messaging, email, newsgroup or indeed of any communications and therefore we cannot and do not guarantee that all of these are free of illegal material or other content considered unacceptable by others including the Internet community.

Changes to the Acceptable Use Policies

We may change the Acceptable Usage Policies’ from time to time and will inform you on this website when we do so. To make the most of the guidance contained in the AUPs, please keep up to date with changes and look at them on a regular basis.

Breaches of Acceptable Use Policies

Reports of breaches of these acceptable use policies by our customers can be made via our ‘contact us’ page on this website.

We may operate systems to ensure compliance with these acceptable use policies, including without limitation network scanning and testing of open servers and mail relays, as required by law.

(Online and Telesales Customers)

  1. Definitions
    1. This Returns Policy is part of the our Standard Terms and Conditions and the Standard Mobile Terms and Conditions and is herewith incorporated by reference to them.‘We’, ‘Us’, ‘Our’ means Us, the telecommunications provider
      ‘You’, ‘Your’ or ‘Customer’ means You, Our Customer.
      Capitalised terms in this Returns Policy refer to those definitions in Annex 1
  2. Scope
    1. This Returns Policy applies when any Phone, Dongle, Laptop or Modem that has been ordered online or via telesales arrives damaged or is not as the Customer ordered, or if the Order was duplicated, only applying to Customers who either:
      1. bought a Phone, Dongle, Laptop or Modem;
      2. received a subsidised Phone, Dongle, Laptop or Modem (partly or totally free) with a Pay Monthly Package when they entered into a Pay Monthly Contract with Us; or
      3. received a subsidised Phone, Dongle, Laptop or Modem (partly or totally free) when the Customer upgraded or renewed its Monthly contract with Us via Our own telesales team or via Our website.
    2. Any purchase by a Customer of a Phone, Dongle, Laptop or Modem from another retailer will not come under this Returns Policy.
    3. This Returns Policy does not apply to the supply of Our Services. The Standard Terms and Conditions and the Standard Mobile Terms and Conditions will instead cover the provision of Our Services when the Customer registers on and connects to Our network and they are also available on Our website.
    4. This Returns Policy does not apply to Customers who:
      1. did not purchase their Phone, Dongle, Laptop or Modem via Our own telesales team or via Our website
      2. bought their Dongle, Laptop or Modem via Our telesales team or via Our website and used them as described below; or
      3. bought their Phone via Our telesales team or via Our website who have used their Phone (this means that You may not personalise Your phone in any way, or use any of Our Services, or take photos or videos or load any data onto the Phone).
    5. The Customer will be responsible for the Phone, Dongle, Laptop or Modem as soon as it is delivered to the Customer.
    6. This Returns Policy shall not apply if the Customer permits the Phone or Dongle to be unlocked via any unauthorised manner (i.e. by anyone other than Us or the manufacturer).
    7. If you fail to return the Product in accordance with this Returns Policy (as applicable), You won’t be eligible to return it under this Returns Policy but, if You do still wish to end Your Agreement, You must pay Us all the Charges You owe, plus any Cancellation Fee for Your Package (amounts available at request and please refer to Our Standard End User Terms or Our the Standard Mobile Terms and Conditions for details).
  3. Statutory rights
    1. The policies set out in this Returns Policy section will not affect any of the Customer’s statutory rights.
    2. For more information on statutory rights, a Customer should contact any local authority Trading Standards Department or Citizens Advice Bureau.
  4. Manufacturer’s warranty
    1. The manufacturer of the Phone, Dongle or Modem will have provided the Customer with a warranty against defects in materials and workmanship for a period of at least 12 months from purchase. Further details of the manufacturer’s warranty can be found in Your Dongle, Phone or Modem Box. This warranty is in addition to the Customer’s statutory rights.
    2. We only act as the manufacturer’s agent for the purposes of processing any warranty claims. We are not the manufacturer of the Phone, Dongle or Modem and the manufacturer is the company referred to in the manufacturer’s warranty documentation.
    3. A Customer must notify Our Customer Services if a Customer wishes to make a warranty claim against the manufacturer.
    4. For details of any manufacturer’s warranty given in respect of a Laptop, a Customer will need to refer to the details of the manufacturer’s warranty which may be included in the Laptop box.  A Customer should also refer to the information in the manufacturer’s warranty or materials for details of how to make a claim under the manufacturer’s warranty in respect of a Laptop.
  5. Products damaged on arrival
    1. If a Customer discovers that a Phone, Dongle, Laptop and/or Modem is visibly damaged on arrival, the Customer should either write on the delivery note that the packaging is damaged, or refuse to accept the delivery. The Customer should also contact Us within 7 calendar days with details of the damage. This will help Us considerably in raising the matter with our appointed courier. Once the damaged goods have been received back into our warehouse, then we will repair them or replace them.
  6. Products not as ordered
    1. If the Customer receives goods from Us that differ from what the Customer has ordered, then We strongly recommend that the Customer notifies Us as soon as possible by phone and by email to our customer services team.
  7. Products or order duplicate
    1. In the event that a Customer’s order or goods have been duplicated by mistake, then the Customer must notify Us as soon as possible using Our Online Returns Tool.
  8. Returning the Product
    1. For the purpose of this paragraph 8, the terms “Product” shall cover Phone, Dongle Modem and/or Laptop.
    2. If the Customer bought the Product from a third party (either in a retail store, over the phone or online) and the Customer wishes to return it, the Customer should refer to the Returns Policy issued by that retailer.
    3. The Customer will need to provide a receipt or delivery note as proof of purchase.
    4. Any refund to a Customer under this Returns Policy will be in the same form as the Customer’s original payment.
    5. If a Customer has used the Product, We may charge the Customer for any data used or for any other usage.
    6. If You are unsure what to do please call Our Customer Services.
    7. If the Product is unused and is to be returned under this Returns Policy, then the Product must be returned, along with the original Boxed Accessories and documentation “as new” to Us within 14 days of delivery, including any “free gifts” and all other related material.
    8. You may be reasonably charged for any items or components that are missing or which have been damaged since the Product was received. Otherwise, We may not allow You to return the Product and cancel Your Agreement with Us or We may charge You for any items or components that are missing or which have been damaged since You received the Product (if applicable).Phones
    9. If you return Your Phone, you must ensure that:
      1. Your Phone and any Boxed Accessories are returned “as sold” and “unused”. This means that You must not have used the Phone. By using the Phone, We mean by way of non-exhaustive examples:
        1. personalising it (for example, by setting the time or date, altering the menu views or ring tones or adding content of any kind (including any contacts);
        2. using it to access any of Our Services (for example, making or receiving voice or video calls, or text, photo or video messages, accessing or downloading any content or browsing the internet); or
        3. to take or store any videos, photos or loading data of any kind to the Phone (including ‘Contacts’ information).
  9. Repair Service
    1. We do not provide a repair service so You should check to see if any repairs required are covered by the manufacturer’s warranty.
  10. Stored data
    1. If you return Your Phone, Dongle or Laptop, You will be responsible for removing all content, messages, information and any other data from the Dongle, Laptop, Phone or SIM (or any memory card included) prior to its return.

 

  1. ANNEX 1 – DEFINITIONS
Accessory / Accessories: any battery, battery charger, stylus, phone case, portable hands free, SIM or consumable item (items which are regularly replaced) or any other item authorised by Us that may facilitate the use of Your Phone;
   
Agreement: We mean Your agreement with Us for the supply of Services;
Boxed Accessories: all Accessories that You receive as part of the original packaging of Your Phone, Dongle, Laptop or Modem;
Cancellation Fee: Means the cancellation fee or charge set out in Your Agreement if We end the Agreement due to Your conduct or if You end Your Agreement within the Minimum Term. The fee is available on request;
Charges: charges for access to, and use of, Our Services in respect of Your Package. These charges may cover (without limitation) fixed periodic charges, usage charges, account administration fees, fees for Connection and re-Connection and any costs incurred in collecting outstanding payments from You;
Customer Services:

Our customer services team who are available to help You with Your queries, details of which are on Our website
Damage: any accidental, sudden and unforeseen damage to the Phone caused by external means which affects the operational functioning of the Phone;
Disconnection: the procedure by which We stop Your access to Our Services. ‘Disconnected’ and ‘Disconnecting’ have corresponding meanings;
Dongle: the USB Modem that is authorised by Us for Connection to the Mobile Network Operator’s network which is used to access Our Services, excluding all Accessories;
Laptop: a laptop (including an iPod touch, Ipad or similar devices) which is used in conjunction with a Dongle and/or SIM to access Our Services;
Minimum Term: the minimum period for the supply of Services as specified in Your application form commencing on the date of Registration. Where no period is specified in the Application a minimum period of 1 months from the date of Registration will apply;
Mobile Network Operator (MNO): the mobile network operator(s) providing network services to Our Network Provider;
Modem: a modem which is used to access Our Services;
Package: our current Packages available for You as well as any other Packages We may introduce in the future. There may be more than one Package available for You to choose from and if so, You will be required to select one before You are Connected to Us. The Packages may be amended or withdrawn from time to time, and can be viewed at Our website or requested from Our Customer Services;
Product a Phone, Dongle, Laptop or Modem;
Pay As You Go Customer: a Customer who pays for their access to and use of Our Services in advance via a Pay As You Go Voucher;
Pay As You Go Voucher: a voucher or any other payment mechanism or receipt or receipt used to top-up Your account to gain access to Our Services;
Pay Monthly Customer: a Customer who receives periodic bills for their use of Our Services;
Phone: the device or phone that is authorised by Us for Connection to the Mobile Network Operator’s network which is used to access Our Services, excluding all Accessories;
Phone Box: the package delivered to You containing the Phone, SIM, Terms for Our Services, the terms for Our Returns Policy and anything else required to be delivered to You with Your Phone;
Phone Unlock Fee: the sum equivalent to the total of all the monthly Charges still remaining during the initial 12 months of the Minimum Term of Your Agreement;
Ready-to-go Pack: a Mobile Broadband Pay As You Go combination package consisting of a Dongle which is pre-loaded with a Pay As You Go Voucher data allowance;
Returns Policy: this Returns Policy as amended by Us from time to time;
Re-Connection: have the same meaning as connection;
SIM: a card which contains Your phone number and enables You to access Our Services;

Standard Mobile Terms and Conditions:

 means the terms and conditions for the use of Our mobile services;
Storage Services: any of Our Services in the List of Services which offer You storage capacity on the Mobile Network Operator’s network for storage of content which You access from Our Services;
Suspension: the procedure by which We temporarily Disconnect Your access to the Our Services. ‘Suspend’ has a corresponding meaning;;

Services (or Services):

 the services offered by Us, including call services messaging services, storage services, age Restricted Services and premium Services, which We have agreed to provide for You; and
Warranty Period: the manufacturer’s warranty period of 12 months. Further details of the manufacturer’s warranty can be found in the materials in Your Phone Box.

Get in touch

Phone: 01727 221 303