Mobile Policy

Mobile Policy

This page supplements and is part of our Consumer Terms and Conditions of Supply and our Business Terms and Conditions of Supply (whether you are a consumer or a business customer). It should be read together with our Connectivity Policy, Hosting Policy, Domain Policy, Privacy Policy, Terms of Website Use and Acceptable Use Policy, which together tell you information about us and the legal terms and conditions on which we sell any of the products or goods (Products) or services (Services) or Products and Services listed on our website (Website) to you as a customer.

This Mobile Policy applies to the mobile airtime services we provide, calls, text messages and mobile data, and to the SIM cards we supply to access them. It does not apply to the sale of mobile handsets or other hardware.

We operate the website www.uno.uk. We are uno Ltd., of Electric Works, 3 Concourse Way, Sheffield, S1 2BJ, United Kingdom, registered in England and Wales with company number 09262166 and having VAT number GB 203 3305 68. To contact us, please see our Contact Us page (link).

1.

DEFINITIONS & INTERPRETATION

1.1.

In this Mobile Policy, unless the context otherwise requires:

1.1.1.

“Mobile Services”: the mobile airtime services (including calls, text messages and mobile data) provided by us to you as set out in the Order Confirmation, delivered over one or more Host Networks;

1.1.2.

“SIM”: the subscriber identity module (whether a physical SIM card or an eSIM profile) we provide to enable access to the Mobile Services;

1.1.3.

“Host Network”: the underlying mobile network operator(s) over whose network the Mobile Services are delivered;

1.1.4.

“Allowance” or “Bundle”: the calls, texts and/or data included in your tariff as set out in the Order Confirmation or Price List;

1.1.5.

“Out-of-Bundle Charges”: charges for usage outside your Allowance, as set out in our Price List;

1.1.6.

“the Order Confirmation”: the email sent to you that confirms any Products have been dispatched and/or that the Services have commenced or will commence on the date and other terms contained in that email;

1.1.7.

“PAC”: a Port Authorisation Code used to transfer a mobile number to another provider; and

1.1.8.

“STAC”: a Service Termination Authorisation Code used to end the Mobile Services without transferring the number.

1.2.

A reference to a clause is a reference to a clause in this Mobile Policy unless specifically stated otherwise.

1.3.

A term defined in any of the Terms shall have the same meaning in all of the separate policies unless otherwise specified.

2.

MOBILE SERVICE SPECIFIC TERMS OF SUPPLY

2.1.

The Mobile Services are provided over one or more Host Networks. The coverage, capacity and quality of the Mobile Services depend on the Host Network and on factors outside our control, including your location, buildings and terrain, weather, network congestion, and the device you use.

2.2.

We cannot guarantee that the Mobile Services will be continuous, fault-free or available in all locations. Coverage maps are estimates only and do not guarantee service at any particular location.

2.3.

There is no uptime service level agreement (SLA) on standard Mobile Services. Whilst we use reasonable commercial endeavours to maintain service, the Mobile Services rely on the Host Network and other third parties.

2.4.

From time to time the Host Network may carry out maintenance, upgrades or changes that temporarily affect the Mobile Services. We will pass on notice of any planned work where the Host Network makes it available to us.

2.5.

The data speeds available on the Mobile Services depend on the Host Network technology available in your location (for example 4G or 5G) and may vary.

2.6.

We do not apply traffic management ourselves; however, the Host Network may apply traffic management or fair use measures to protect the integrity and quality of the network for all customers, and any such measures will apply to your use of the Mobile Services.

3.

THE SIM

3.1.

The SIM remains our property (or that of the Host Network) at all times and is provided to you solely to access the Mobile Services. You must not sell, transfer or lend the SIM to any third party without our consent.

3.2.

You are responsible for keeping the SIM and any associated PIN, PUK and account credentials secure, and for taking reasonable care to prevent unauthorised use.

3.3.

You must tell us as soon as reasonably possible if your SIM or device is lost or stolen, or if you believe it is being used without your authority, so that we can suspend the SIM. You remain responsible for all charges incurred until you have reported it to us and we have had a reasonable opportunity to suspend the SIM.

3.4.

We may replace or re-issue a SIM, and may change SIM technical settings, where reasonably necessary to provide or protect the Mobile Services. A reasonable charge for a replacement SIM may apply as set out in our Price List.

3.5.

On termination of the Mobile Services the SIM will be deactivated and you must securely destroy any physical SIM.

4.

CHARGES, ALLOWANCES AND PRICE CHANGES

4.1.

The charges for the Mobile Services, including any Allowance and Out-of-Bundle Charges, are as set out in the Order Confirmation and our Price List (link).

4.2.

Unless stated otherwise, Allowances apply for each billing period and do not roll over. Unused Allowance is lost at the end of the billing period.

4.3.

Usage outside your Allowance, including calls to non-geographic, premium-rate or international numbers, is charged at the Out-of-Bundle rates in our Price List.

4.4.

Where your contract provides for any change to the price during a minimum term, and you are a consumer or a Small Business Customer, we will set out that change clearly, in pounds and pence, before you enter into the contract, in line with Ofcom’s rules on in-contract price rises.

4.5.

You are responsible for all charges incurred through use of your SIM, whether by you or anyone you allow to use it. We may set, or pass on from the Host Network, limits or controls on certain usage (for example premium-rate or international usage, or to prevent fraud), and may suspend usage that we reasonably suspect is fraudulent or in breach of this policy.

4.6.

Where available, you may ask us about spend caps or usage controls to help you manage your charges.

5.

ROAMING AND USE OUTSIDE THE UK

5.1.

The Mobile Services are provided for use in the United Kingdom. Roaming (use of your SIM abroad) may be available depending on your tariff and the Host Network, and may be subject to additional charges and fair use limits set out in our Price List.

5.2.

When you start roaming, you will receive a text message confirming that you are roaming. Details of roaming charges, any fair use limits and any time periods that apply are published on our Website.

5.3.

A default financial limit applies to your data usage while roaming outside the UK (currently £45 excluding VAT per monthly billing period), after which data roaming will be suspended unless you ask us to continue.

5.4.

Your SIM is intended for use principally in the UK and is not intended for permanent or predominant use abroad. If you use the Mobile Services outside the UK continuously for two months or longer, or your use is otherwise continuously or predominantly outside the UK, we (or the Host Network) may apply fair use surcharges, suspend roaming, or require you to use the Mobile Services predominantly in the UK.

6.

NUMBER PORTABILITY AND SWITCHING

6.1.

If you wish to move your mobile number to another provider, you can use the text-to-switch process:

6.1.1.

to switch and keep your number, text “PAC” to 65075. We will send you your Port Authorisation Code (PAC) by text, normally within a minute, together with information about any early termination charges or outstanding balances. You then give the PAC to your new provider;

6.1.2.

to switch without keeping your number, text “STAC” to 75075 to receive a Service Termination Authorisation Code (STAC); and

6.1.3.

to check your contract end date and any early termination charges without starting a switch, text “INFO” to 85075.

6.2.

A PAC or STAC is valid for 30 days. Once you give it to your new provider, your switch should normally complete within one working day.

6.3.

We will not charge you for any notice period that runs after the date your switch completes. This does not affect any early termination charge payable if you end your contract before the end of a minimum term (for example a 12-month or 24-month contract).

6.4.

If you wish to bring an existing mobile number to us, you will need to provide us with a valid PAC obtained from your current provider.

6.5.

A mobile number allocated to you is provided as part of the Mobile Services and is not owned by you. Subject to your number portability rights above, you have no right, title or interest in the number.

7.

FAIR AND ACCEPTABLE USE

7.1.

Your use of the Mobile Services is subject to our Acceptable Use Policy and any fair use policy set out in the Order Confirmation or Price List.

7.2.

You must not use the Mobile Services, or allow them to be used:

7.2.1.

in any SIM gateway, GSM gateway, “SIM box” or similar device, or for the bulk routing, aggregation or termination of calls or messages;

7.2.2.

to send unsolicited, bulk or automated calls or messages, or for any unlawful, fraudulent or abusive purpose;

7.2.3.

in a way that adversely affects the Host Network or other users, or that artificially inflates traffic; or

7.2.4.

other than for legitimate use consistent with your tariff.

7.3.

We may suspend or restrict the Mobile Services, or pass on Host Network measures, where we reasonably believe the Mobile Services are being used in breach of this clause 7, or to prevent fraud or harm to the network.

8.

EMERGENCY CALLS

8.1.

You can call the emergency services (999 or 112) using the Mobile Services where there is coverage from a participating network.

8.2.

Emergency calls may not be possible where there is no network coverage, where your device has no power, or where the relevant network is unavailable. Any location information provided to the emergency services is approximate and depends on the Host Network.

9.

SUSPENSION AND TERMINATION

9.1.

We may suspend or terminate the Mobile Services in the circumstances set out in our Business Terms or Consumer Terms (as applicable), including for non-payment, suspected fraud, or breach of this policy or our Acceptable Use Policy.

9.2.

We will terminate the Mobile Services where we have not received payment for a period of 14 days or more, or where we have been unable to contact the account holder. Any cease or early termination charges applicable to your tariff are set out in our Price List (link), subject to your rights as a consumer or a Small Business Customer.

9.3.

On termination, the SIM will be deactivated. If you wish to keep your number, you must port it to another provider using a PAC before termination completes (see clause 6).

10.

INDEMNITY AND YOUR UNDERTAKINGS

10.1.

You undertake:

10.1.1.

to use the Mobile Services in accordance with the Terms, our Acceptable Use Policy and any reasonable instructions provided by us, as well as any relevant and applicable laws and regulations in force from time to time;

10.1.2.

not to use the Mobile Services in any way which we consider, acting reasonably, is or is likely to be detrimental to us, to the Host Network, or to the provision of services to you or our other customers; and

10.1.3.

not to allow any third party to misuse, hack or bypass the Mobile Services or any SIM.

10.2.

You agree to indemnify us against all demands, liabilities, losses, costs and claims (including reasonable legal fees) arising from your breach of this policy, your misuse of the Mobile Services or SIM, or any unlawful use of the Mobile Services by you or anyone you allow to use them. This indemnity does not apply to any liability we cannot lawfully exclude, including death or personal injury caused by our negligence, or fraud.

11.

COMPLAINTS

11.1.

If you would like to register a complaint, please follow our Complaints Code of Practice, or write to us at Electric Works, 3 Concourse Way, Sheffield, S1 2BJ, United Kingdom.

11.2.

We endeavour to acknowledge all complaints within 24 hours of receipt.

11.3.

If you are a consumer or a Small Business Customer and we are unable to resolve your complaint, you may be able to refer it to our independent Alternative Dispute Resolution scheme, CISAS, once we have reached deadlock or six weeks have passed since you first complained. Further details are in our Complaints Code of Practice.