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..

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.


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.

This Privacy Policy (together with our Website Terms of Use and any other documents referred to on it) sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. This Privacy Policy also sets out how you can instruct us if you prefer to limit the use of that personal data and the procedures that we have in place to safeguard your privacy.

For the purpose of the General Data Protection Regulation (GDPR), the data controller is Us.

Our company name is Trio Telecom Limited

Our registered address is Arquen House, 4-6 Spicer Street, St Albans, AL3 4PQ

Our nominated representative is Duncan Beard, Director

Our telephone number is 01727 221303

Our website address is

By using this website (the “Website”) or submitting information to us, you signify your consent to our collection, use and disclosure of your personal information in accordance with this Privacy Policy. If you do not agree with this Privacy Policy, you must not use the Website or submit information to us through or in connection with the Website or otherwise.

Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.


We may monitor visits to the Website, in order principally, to ensure that it is easy to navigate, identify the areas that are of particular interest to visitors and generally improve the Website and services offered. The information we collect in this process will not identify you as an individual and it does not seek to identify individual visitors unless they volunteer their contact details through one of the forms on the Website.

In some circumstances our records may identify organisations visiting the Website and we may use that information in managing its relationship with those organisations, for example, in considering how to develop the services that it offers.

The personal information we hold about you will depend on the services you request from us and the use that you make of those services. We may collect:

Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).

We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:

  • Identity Data includes first name, maiden name, last name, username or similar identifier, marital status, title, date of birth and gender.
  • Contact Data includes billing address, delivery address, email address and telephone numbers.
  • Financial Data includes bank account and payment card details.
  • Transaction Data includes details about payments to and from you and other details of products and services you have purchased from us.
  • Technical Data includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website. This is used to note your interest in this Website; and details of your visits to our Website (including, but not limited to, traffic data, location data, weblogs and other communication data and the resources that you access.
  • Profile Data includes your username and password, purchases or orders made by you, your preferences, feedback and survey responses.
  • Usage Data includes information about how you use our website, products and services.
  • Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.
  • We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.
  • We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.
  • Information regarding your use of our services including but not limited to telephone numbers, SMS, MMS, emails and other electronic communications received or made by you and the date, time, cost and duration, of such communications, your browsing history (including web sites you visit) and location data, internet PC location for broadband, address location for billing, delivery, installation or your phone location;
  • information that you provide by filling in forms and submitting information over the phone, by post, email, fax or on the Website. This includes information provided on registration for any one of our services, through surveys, by posting material on the Website or by requesting services from us;
  • if you contact us, whether through the Website or otherwise (for example, by post, email, fax, phone, text message) we may keep a record of that correspondence. For example, if you submit a query, a complaint or a refund request, report a problem with our service or Website, or otherwise liaise with our customer service, technical support or any other department in our company we may keep such record;
  • information obtained as a result of credit checks which you authorise us to carry out;
  • records of communications between you and us relating to services provided by us to you;
  • records of use made by you of services provided by us to you;
  • calling line identification/connection logs. when you connect to our remote access servers;

The above information may include any personal information that relates to and identifies you, including but not limited to your name, date of birth, postal address, e-mail address, telephone number, bank account details, and any other information collected as set out in the above list.

We may check some of the information that you provide against third party databases to confirm that it is accurate.

In some cases, for example where we carry out credit checks or collect information from organisations to whom we outsource functions, your personal information will be collected indirectly.

We may also ask you to complete surveys that we use for research purposes, although you do not have to respond to them.


We may process this information for the purpose of:

  • providing you with electronic communications services including, without limitation: (i) provisioning or connecting your service; (ii) network routing; (iii) investigating and fixing faults in relation to the services and (iv) investigating complaints;
  • following up any payments that you may owe us, administering contractual agreements or arrangements necessary to provide services to you; informing you about services and events provided or organised by us that may be of interest to you;
  • enhancing and personalising the services that we offer to you];
  • administering accounts records;
  • providing you access to all parts or features of our services or the Website;
  • communicating with you on any matter relating to the provision generally of our services;
  • dealing with your inquiries and requests, including contacting you if necessary;
  • carrying out our obligations arising from any contracts entered into between you and us;
  • processing your payment;
  • contacting you for your views on our services and notifying you occasionally about important changes or developments to our services or the Website;
  • carrying out market research campaigns;
  • improving and developing our services or the Website;
  • ensuring that content from our Website is presented in the most effective manner for you and for your computer or mobile device;
  • performing research and statistical analysis and analysing markets and producing reports; and
  • debt recovery or debt tracing, crime, fraud and money laundering compliance.

We may also use your personal information, or permit selected third parties to use your data, to provide you with information about goods and services which may be of interest to you and we or they may contact you about this by email, post or telephone. If you prefer not to receive information from Us or from our selected third parties for marketing purposes, please tick the relevant box situated on the form on which we collect your data, (e.g. the order form or registration form) if applicable, or send an e-mail message via the ‘Contact Us’ link on this website

Our contracts form part of our communications services plus other ancillary services such as mailing, credit checking, provisioning, billing, printing, verification of sales and fault fixing to external service providers. We may disclose your personal information to these organisations but only so that they can provide you with the services that we have contracted out.

We may disclose your personal information to other telecommunications service and equipment providers, our related corporate bodies, resellers, credit providers, credit reporting agencies, organisations to whom we outsource services, and our business partners and associates. At your request, we may disclose your information to directory providers so that your information can appear in telephone directories. Personal information shared with related corporate bodies may include your name, address, and service history.

We may analyse information about you including your calling, browsing, searching and location data on a personalised basis always in accordance with data protection legislation. We may transfer this data to authorised third parties and we may use it to tailor our (or our authorised third parties) offers, promotions, adverts or commercial communications.

We may also gather this information and statistics on aggregated basis for the purposes of monitoring the usage of the Website and our services and may provide such aggregate information to third parties such as advertisers, telecoms carriers, content providers our affiliated companies or prospective business partners. These statistics will not include information that can be used to identify you.

If you stop using our services or the Website, or your permission to use the Website or our services is terminated, we may continue to use and disclose your personal information in accordance with this Privacy Policy (as amended from time to time) and as permitted by law. However, if you wish us to stop e-mailing you with information in connection with the Website or our services, please send your request via the ‘Contact Us’ link on this website.


If you are aged 16 or under, you will need your parent or guardian’s permission before providing any personal data. Otherwise, you are not allowed to provide us with personal information.

The internet is not a secure medium. However, we have put in place various security procedures with regards to the Website and your electronic communications with us, as set out in this policy.

Please be aware that communications over the internet, such as emails/webmails are not secure unless they have been encrypted. Your communications may route through a number of countries before being delivered – this is the nature of the World Wide Web/internet.

We cannot accept responsibility for any unauthorised access or loss of personal information that is beyond our control. You must not share your password which give you access to any of our services. Your passwords and any other secret information are your responsibility, and must not be disclosed to any third party.

We believe that we have appropriate policies, rules and technical measures to protect the personal data that we have under our control (having regard to the type and amount of that data) from unauthorised access, improper use or disclosure, unauthorised modification, unlawful destruction or accidental loss. Our web server is capable of up to 128bit SSL encryption. Note however, that our web server can only choose the highest common level with your browser. If you use older browsers, you may find that it only supports 40bit or 56bit encryption.

We may contract with third parties to provide certain services on our behalf. Please note that if they collect any personal data on their own behalf they would be obliged to provide you with their own privacy policy. You should review their privacy policies carefully.

All of our employees and data processors that have access to, and are associated with, the processing of your personal information are obliged to respect the confidentiality of our visitors’ information.

We may need to disclose your data, if required by law or when requested to by regulatory bodies or law enforcement organisations, which may use your data for regulatory purposes.

The data you provide to us may be transferred to third parties located outside the European Economic Area (“EEA”). Countries outside the EEA do not always have adequate data protection laws and security measures. However we will take reasonable steps to ensure that your data is processed by third parties in accordance with the data protection act 1998 and our privacy policy.


Your information may, for the purposes set out in this Privacy Policy, be disclosed for processing:

  • to other electronic communications service and equipment providers;
  • to organisations to whom we outsource services, and our business partners and associates; we will reasonably ensure that anyone to whom we pass your information agrees to treat your information with the same level of protection as if we were dealing with it;
  • to regulatory bodies for the purposes of monitoring and/or enforcing our compliance with any regulatory rules/codes or where required by law, regulation or legal proceedings;
  • to a competent authority in response to a valid, legally compliant request by a competent authority;
  • to our employees;
  • where we, or an affiliate processing your data on our behalf, are compelled to do so by law;
  • to third parties from whom you have chosen to receive marketing information;
  • to auditors or contractors or other advisers auditing, assisting with or advising on any of our business purposes;
  • to insurance companies and administrators where you decide to take an insurance policy through us;
  • to any third party where such disclosure is required in order to enforce or apply our Website Terms of Use or our terms and conditions and/or other agreements, or to protect the rights, property, or safety of our company, our customers or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction;
  • to our other affiliates, including our respective partners, agents and sub contractors (including prospective partners, agents and subcontractors). This may include your name, address, and service history;
  • to prospective sellers or buyers of our business or any of our assets;
  • to third party consultants, contractors or other service providers who may access your personal information when providing services (including but not limited to IT support services) to us; and
  • in emergency situations when we have a reason to believe that someone’ physical safety is at risk;


We will only retain information for as long as this is needed including for billing and for accountancy purposes. However, in certain circumstances and to comply with the Regulation of Investigatory Powers Act 2000 (RIPA) and any other applicable legislation.

We may retain the information below for a minimum time of 6 months and no longer than 2 years:

  • data necessary to trace and identify the source of a communication (telephone number, name and address of subscriber, sender’s IP address, etc.);
  • data necessary to identify the recipient of a communication (number dialled, name and address of recipient, IP address of recipient, etc.);
  • data necessary to identify the date, time and duration of a communication (date of the communication, start and end time of a telephone conversation, logo-on and log-off time of internet access service);
  • data necessary to identify the type of communication;
  • data necessary to identify users’ communication equipment or what purports to be their equipment;
  • cell site data necessary to identify the location of mobile communication equipment; and
  • digital Subscriber Line (DSL) or other end point of the originator of a communication.


You can write to us at any time to obtain a copy of your information and to have any inaccuracies corrected. Where appropriate, you may have your personal information erased, rectified, amended or completed. Please write to our registered address or email us via the ‘Contact Us’ link on this site.

Please quote your name and address. We should be grateful if you would also provide brief details of the information of which you would like a copy or which you would like to be corrected (this helps us to more readily locate your data).

We will require proof of your identity before providing you with details of any personal information we may hold about you. We may charge a fee of £10 to cover the administration costs involved in providing you with a copy of your information.


Pieces of information transferred to your computer’s hard disk from a website are known as cookies. They allow our Website to store information about your browsing patterns, making the Website more useful to you. Many major sites use cookies; in fact, they are commonly used throughout the internet to offer personalised services. Most browsers are automatically set to accept cookies. Each time you use our Website, the cookie is accessed. This way, we can track the features you use and the pages and content that you view on the Website to help personalise your experience. Where you are allocated log-in details, we may also use cookies (but only if you so choose) to let you automatically log-in to the Website so that you do not have to re-enter your email and/or password each time you visit.

You may disable cookie support on your browser but be aware that by doing so, you may lose certain features that require a cookie to work properly. We may use the information collected by the cookie to provide us with various statistics without identifying any individual.

Please contact us via the ‘Contact Us’ link on this site if you require information about disabling any cookies on the Website.


By submitting any personal information to us, you consent to the use of information as set out in this Privacy Policy. We reserve the right to amend or modify this Privacy Policy and if we do so we will post the changes on the Website. It is your responsibility to check the Privacy Policy every time you submit information to us or place an order. Use will signify that you agree to any such changes.

In the event the purposes for processing personal information change, we will contact you as soon as practicable and seek your consent for the new purposes where such new purposes relate to a new additional purpose for processing which is not compatible or similar to the originally specified purposes.


We are the registered as a Data Controller under the terms of the General Data Protection Regulation and we ensure we comply with all the protections the Regulation affords to you. Our registration number is also noted on this website.


We are not responsible for the privacy policies and practices of other websites even if you accessed the third party website using links from our Website.

We recommend that you check the policy of each website you visit and contact the owner or operator of such website if you have concerns or questions.


If you have any questions about our privacy policy, think that the information it holds about you may need to be corrected, or you would like us to provide you with information about our services or services offered jointly with or on behalf of other organisations, please send an email via the ‘Contact Us’ link on this site or write to us at our registered office, as noted on this website.


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.


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