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Part 1

End User License Agreement (Terms & Conditions)

Please read this carefully before continuing

When we say:

(a) ‘we’, ‘us’ or ‘our’, ‘Supplier’ we mean Chatsie Limited incorporated and registered in England and Wales with company number 13169953 whose registered office is at 27 Old Gloucester Street, London, United Kingdom, WC1N 3AX and its appointed distributors.
(b) ‘you’ or ‘your’, ‘User’ we mean you, the customer
(c) ‘agreement’, we mean your agreement with us. 

By purchasing and using the Chatsie Smartphone and the applications available on the Smartphone (collectively “Chatsie”), you agree to these Terms and Conditions.  If you do not agree then you must not use the Smartphone nor access any of the software or features provided by us and available on the Smartphone.

We may update these Terms and Conditions and/or make changes to Chatsie at any time. By using any updated version of Chatsie which we might make available, or continuing to use Chatsie after we make changes to our Terms and Conditions, you accept that the modified Terms and Conditions apply to our agreement and to Chatsie. 

Where we make changes which in our reasonable determination are likely to materially disadvantage you, we will notify you of such changes at least 30 days in advance of such proposed changes taking place.  Where we have provided you with notice of any changes which may be disadvantageous to you, you are free to stop using our service at any time, but if you carry on using our service after any variation or change commences, you will be deemed to have accepted the changes. 

End user licence agreement
1 Definitions.

1.1 The definitions and rules of interpretation in this clause apply in the agreement.

1.1.1 “App” means any authentication application software operated by the Supplier and through which the Service is delivered.

1.1.2 “Charges” means the monthly subscription costs for use of the Smartphone and access to and use of the Service as set out in the Price Guide. These charges may cover (without limitation) fixed periodic charges, including your monthly Plan charge, account administration fees, and fees for any costs incurred in collecting outstanding payments from you.

1.1.3 “Derived Data” means any data which is derived from any users’ use of the Services, which shall include: (i) any data which is processed and stored as mathematical constructs, (ii) statistical or aggregated data, and (iii) any other analytical and marketing data such as number and duration of user sessions and page visits, and technical reports on Software performance but does not include any personal data, as such is defined under UK GDPR.

1.1.4 “Device Supplier” has the meaning given to it in clause 2.2.

1.1.5 “Documentation” means those printed or online instructions, manuals, screens and diagrams or the Price Guide distributed or otherwise provided by the Supplier that pertain to the Software or use of the Service.

1.1.6  “Honest Mobile” means Honest Mobile Limited. 

1.1.7  “Honest Mobile Charges” means charges in respect of the Honest Mobile Service.

1.1.8 “Honest Mobile Service” means the services to be provided to you by Honest Mobile including providing a SIM card and a cellular telephone service.  

1.1.9  “Honest Mobile Terms” means the terms and conditions in respect of the Honest Mobile Service, the current version of which is attached to this agreement as Part 2.

1.1.10 “Improvements” means any: (i) information communicated by users to the Supplier regarding any new features, functionality, performance, feedback, comments and anything analogous to the same in relation to the Software, and (ii) adaptations, modifications, improvements, enhancements, revisions or interface elements and anything analogous to the same in relation to the Software in any form or medium whatsoever.

1.1.11 “Intellectual Property Rights” means patents, utility models, rights to inventions, copyright and related rights, trademarks and service marks, trade names and domain names, rights in get-up, goodwill and the right to sue for passing off or unfair competition, rights in designs, rights in computer software, database rights, rights to preserve the confidentiality of information (including know-how and trade secrets) and any other intellectual property rights, including all applications for (and rights to apply for and be granted), renewals or extensions of, and rights to claim priority from, such rights and all similar or equivalent rights or forms of protection which subsist or shall subsist, now or in the future, in any part of the world.

1.1.12Plan” means the subscription plan selected from the Price Guide and agreed in writing with the Supplier covering the duration of the subscription period (eg 24 months), relevant Charges and any applicable Services.

1.1.13 "Price Guide” means the information setting out subscription details such as fees and features of the Services (and costs for different subscription plans if and when more than one plan is made available at any time by Supplier.)

1.1.14 “Service(s)” means the supply of a Smartphone and access to the Software whether delivered via an App or Website.

1.1.15Smartphone” means the mobile device which is used to access the Service(s) and Software and which may or may not contain a third-party network provider SIM card.

1.1.16 “Software” means the software which runs on the Smartphone to provide the features described on the Website, including any Apps.

1.1.17 “Supplier” means Chatsie Ltd incorporated and registered in England and Wales with company number 13169953 whose registered office is at 27 Old Gloucester Street, London, United Kingdom, WC1N 3AX and its appointed distributors.

1.1.18 “Trusted Contact” means a person who is chosen by you to use your Smartphone and have access to your User Content to perform certain limited functions on your behalf, relating to your use of Chatsie.

1.1.19 “User(s)” or “you” means you as the end user accessing the Software and subscribing to the Services or a Trusted Contact, as the context requires.

1.1.20 “User Content” means any and all User materials, content and data, including text, imagery, videos and/or other files entered, uploaded or submitted to the Service directly or indirectly via any third-party application, excluding any Derived Data.

1.1.21 “Website” means any website operated by Supplier through which the Service is delivered to you.

2 Supply of the smartphone and Licence.

Subject to clause 2.2, and the other terms and conditions of this agreement, the Supplier hereby grants to you, a non-exclusive, non-sublicensable, revocable, limited, non-transferable licence to access and use the Services, for the duration of the Plan, subject to termination in accordance with clause 9 below.

2.2 The Smartphone is included in the Charges. However, you acknowledge that the Smartphone is not manufactured by the Supplier, but by a third-party (“Device Supplier”). We then provide the Smartphone to you as part of the Services to enable use of the Apps and other Services. Accordingly, while we will use reasonable endeavours to rectify any defects experienced with the Smartphone, you acknowledge that our ability to rectify any such defects is dependent on the Device Supplier repairing the defects experienced by you. You agree to us providing relevant information relating to your use of the smartphone to the Device Supplier where reasonably necessary to fulfil our obligations to you, pursuant to this agreement.

2.3 When you have elected a Trusted Contact, you agree that the Trusted Contact shall be over 18 and that the Supplier is entitled to disclose to the Trusted Contact, your personal data, account information or User Content as reasonably necessary for the administration of the Services. For the avoidance of doubt, you acknowledge that the Trusted Contact will have the ability to remotely access the Smartphone to perform certain limited functions, such as providing shortcuts to certain applications and editing the contact list on the Smartphone.

3 Restrictions.

You shall not: (i) attempt to reverse compile, disassemble, reverse engineer or otherwise reduce to human-perceivable form all or any part of the Software (except as may be allowed by any applicable law which is incapable of exclusion by agreement between us), (ii) license, sell, resell, transfer, rent, lease, distribute, exploit or otherwise make the Software or Services available to anyone else, (iii) use the Software or Services to store or transmit infringing, obscene, libellous, or otherwise unlawful or tortious material, or to store or transmit material in violation of third-party privacy rights, (iv) use the Software or the Services to send spam or otherwise duplicative or unsolicited messages in violation of applicable laws, or (v) copy, modify, transmit, distribute, frame or mirror any Software in any form or media or by any means, (vi) use the Software or Services to store or transmit malicious code or in any way that is fraudulent, (vii) interfere with, damage or disrupt the integrity or performance of the Software or Services or third-party data, (viii) attempt to gain or assist third-parties to gain unauthorised access to the Software or Services or their related systems or networks, or (ix) access the Software or Services for purposes of monitoring their availability, performance or functionality, or for any other benchmarking or competitive purposes.

3.2 You must use Chatsie for personal and non-commercial use only. This means you must not resell or commercially exploit any of the Services or content. 

4 Supplier’s Obligations.

4.1 When the Supplier provides the Service to you it shall do so on and subject to the terms of this agreement.

4.2 You acknowledge and agree that the Service will evolve over time and that any and all functionality may be added and removed from time to time. The Supplier does not warrant that your use of the Service will be uninterrupted or error-free; or that the Service and/or the information obtained by you through the Service will meet your requirements. The Supplier is not responsible for any delays, delivery failures, or any other loss or damage resulting from the transfer of data over communications networks and facilities, including the internet, and you acknowledge that the Service may be subject to limitations, delays and other problems inherent in the use of such communications facilities.

5 User Obligations and User Complaints.

5.1 You are responsible for ensuring the Smartphone complies with the relevant specifications provided by any third-party which is necessary for the operation of third-party applications or software that you choose to install on the Smartphone. In addition, you are responsible for compliance with the requirements of Honest Mobile where you choose to use the Honest Mobile Services as part of the bundled service promoted by us. The Supplier shall not at any time be responsible for providing a SIM card for the Smartphone, neither is the Supplier a network provider of cellular telephone services. We have partnered with Honest Mobile who will provide these services to you as described in the Part 2 - Honest Mobile Terms. In agreeing to these terms you are deemed tobe agreeing to both part 1 (End User Licence Agreement) and to Part 2 (the Honest Mobile Terms), which govern the activation of your SIM and use the Honest Mobile Service and are entered into with Honest Mobile.  If you have any issues with the Honest Mobile Services, please contact us and we will use reasonable endeavours to work with Honest Mobile to resolve any issues relating to the Honest Mobile Services.

5.2 You shall comply with all applicable laws and regulations in the exercise of your rights and the performance of your obligations pursuant to this agreement. You shall cooperate with the Supplier and follow the Supplier’s reasonable instructions to ensure the proper use and security of the Services.

5.3 You shall pay all Charges incurred in their use of Chatsie. This will include the Honest Mobile Charges if the bundled service has been chosen (ie we will pay on to Honest Mobile on your behalf). Payment of the Charges and the Honest Mobile Charges is to be made monthly in advance for each month’s use. You will register a payment method (e.g. BACS, credit or debit card, PayPal or Google Pay) so that payments can be made automatically when the Charges and the Honest Mobile Charges fall due every month under the Plan (“auto-renew”). You are able to cancel auto-renew at any time, but following the contract terms set out in section 9 (suspension and termination). You acknowledge that if you use your Smartphone to buy goods and services from third-parties, you are responsible for paying any bills which the third-party may send to you.

5.4 f you are unhappy with any aspect of Chatsie or with the Honest Mobile Service please contact us at

6 Smartphone Warranty and Exclusions.

6.1 Subject to clause 6.2, the Software and Services are provided to you “as is”, and any use by you of the Software and Services will be at your sole risk. The Supplier makes no warranties relating to the Software or Services and expressly disclaims all warranties, express or implied, including without limitation those of merchantability, or fitness for a particular purpose. The foregoing provisions shall be enforceable to the maximum extent permitted by applicable law.

6.2 If the Smartphone is defective, the Supplier shall give you the benefit of any warranties given by the Device Supplier for the repair or replacement of the Smartphone. However you acknowledge that you not entitled to any remedies for the Smartphone which are not provided directly by the Device Supplier. You may at any time request written details of the warranty and guarantees offered by the Device Supplier for your Smartphone. For any defects experienced with the Smartphone please email

7 Limits of Liability.

7.1 Neither party limits its liability (if any) to the other for: personal injury or death resulting from negligence; fraud; or any matter for which it would be unlawful to exclude liability, including for the avoidance of doubt any liability under legislation to protect consumers.

7.2 Subject to clause 7.1, the Supplier’s total aggregate liability to you under or in connection with this agreement, including under any indemnity liability, (whether in contract, tort including negligence, breach of statutory duty, restitution or otherwise) in respect of all and any loss or damage howsoever caused shall be limited to the greater of £100 pounds and the Charges remaining under the Plan at the time when any claim arises.

7.3 Save for any claim brought under clause 7.1 , and to the extent permitted under applicable laws, we are not liable for any loss of income, business or profits, or for any loss or corruption of data in connection with the use of the Services. We are not liable for any loss or damage that was not reasonably foreseeable when you entered into the agreement.

8 Intellectual Property Rights and Software Content.

8.1 You acknowledge that all Intellectual Property Rights in the Software and the Services belong to Supplier or its licensors, and you will have no rights in or to the Software other than the licence granted to it under this agreement. For the avoidance of doubt, any Improvements made to the Software, whether through your feedback or by any other means, shall be the sole and exclusive property of the Supplier. Any Improvements shall be free from any confidentiality restrictions that might otherwise be imposed upon the Supplier.

8.2 The Supplier makes no representation or warranty as to the validity or enforceability of the Intellectual Property Rights in the Software.

8.3 The Supplier makes no claim of any Intellectual Property Rights in and to the User Content. By uploading any User Content to the Software or displaying any content through the Services, you grant to and/or agree that the Supplier has a non-exclusive, worldwide, royalty free, sub-licensable licence to reproduce, modify, adapt, copy and publish such content, solely for the purpose of fulfilling its obligations contained within this agreement and/or to the extent required for proper function and use of the Software and Services.

8.4 You shall have sole responsibility for the legality, reliability, integrity, accuracy and quality of the User Content. The Supplier may use the User Content to improve the performance and functionality of the Software or develop improvements, updates, upgrades, modifications and derivative works thereof. The Supplier shall own all rights, title and interest in and to all of the Derived Data.

8.5 You acknowledge that the Supplier has no control over User Content uploaded to or displayed on the Software by you or any other user of the Software and does not purport to monitor the content of the Software. The Supplier reserves the right to remove content from the Software where it reasonably suspects such content is in breach of this agreement or for reasonable cause.

8.6 You will have sole responsibility for User Content displayed on or uploaded to the Software and shall ensure it has all rights necessary to display such data or content via the Software. You will indemnify and hold harmless the Supplier from and against all losses, damages, liabilities and claims, arising from or in relation to any third-party claims that the processing and use of the User Content in accordance with this agreement infringes or misappropriates any third-party rights.

9 Suspension and Termination.

This agreement, including all access to the Service, may be terminated immediately by the Supplier without notice at any time and without cause. If we terminate this agreement without cause, any Charges paid in advance for Services not received shall be refunded to you. If we end the agreement due to your conduct, then all Charges remaining on your account on disconnection will be forfeited.

9.2 Without prejudice to any other rights or remedies hereunder to which the Supplier may be entitled, if the Supplier knows or has reasonable grounds to suspect that you are acting in breach of its obligations under this agreement (including failure to pay the Charges where applicable), the Supplier may suspend your access to the Service until such breach can be remedied or until the Supplier is satisfied, acting reasonably, that its suspicions are unfounded. In addition, the Supplier may suspend the Service without notice if the Supplier reasonably believes you have provided false or misleading information to obtain access and use of Chatsie. If we end your agreement the Supplier will also automatically end your agreement with Honest Mobile in respect of the Honest Mobile Services in accordance with the Honest Mobile Terms.

9.3 You may end this agreement by stopping your use of the Service at any time. You will need to cancel the Plan (ie auto-renew) at least 24 hours before your billing date to ensure payment of Charges for your Plan are not taken for the following month unless the next clause 9.4 applies. When you end this agreement you will also automatically end your agreement for the Honest Mobile Services with Honest Mobile and the two agreements will end at the same time.

If you choose to end this agreement for any reason other than a breach of the agreement by the Supplier, you will not be entitled to any pro-rated refund for charges within the first 24 months, all Charges paid in advance will be forfeited, and any monthly Charges that have not yet been paid for the first 24 months of the Plan shall fall due.

9.5 Immediately following the termination or expiration of this agreement, you will cease your use of the Software and the Supplier may remove access to the Software. All licences granted by the Supplier under this agreement shall immediately lapse and expire on termination of this agreement and you well have no further rights to use, utilise or otherwise deal with the Software in any way.

9.6 Termination or expiry of this agreement shall not affect any rights, remedies, obligations or liabilities of the parties that have accrued up to the date of termination or expiry, including the right to claim damages in respect of any breach of the agreement which existed at or before the date of termination or expiry.

9.7 The Smartphone shall be yours to keep on any termination or expiry of the agreement and unless in the event of a recall by the Device Supplier or non-payment of Charges by you, the Supplier shall not require that you return the Smartphone.

10 Miscellaneous.

10.1 Neither party may assign or otherwise transfer any rights or obligations under this agreement except with the prior written consent of the other party, and any such prohibited assignment shall be void.

10.2 Neither party will be liable for any delay in performing its obligations under the agreement if that delay is caused by an event beyond its reasonable control and the party affected will be entitled to a reasonable extension of time for the performance of its obligations.

10.3 No failure or delay by a party to exercise any right or remedy provided under the agreement or by law shall constitute a waiver of that or any other right or remedy, nor shall it prevent or restrict the further exercise of that or any other right or remedy. No single or partial exercise of such right or remedy shall prevent or restrict the further exercise of that or any other right or remedy.

10.4 All notices to be given under this agreement must be in writing (which shall include email) and sent to (in the case of the Supplier) the Supplier’s registered office or (in the case of you) to the address connected with the your account for the Software, or any other address which the recipient may tell the other in writing.

10.5 This agreement constitutes the entire agreement between the parties with respect to the subject matter hereof and shall supersede all previous representations, agreements and other communications between the parties, both oral and written. The parties do not seek to avoid liability for fraudulent misrepresentation.

10.6 Each party hereby irrevocably agrees that the courts of England shall have exclusive jurisdiction to resolve any controversy or claim of whatever nature arising out of or relating to this agreement or breach thereof, and that the laws of England shall govern such controversy or claim.

10.7 Any clauses which by operation or any other terms which the parties intend to survive termination, shall survive termination of this agreement.

10.8 If any provision of this agreement is adjudged by a court of competent jurisdiction to be invalid, void, or unenforceable, the parties agree that the remaining provisions of this agreement shall not be affected thereby, and that the remainder of this agreement shall remain valid and enforceable.


If you have any questions or comments about these Terms please contact us at:



1. These T&Cs
We’re Honest Enterprises Limited, a company registered in England and Wales with company number 11648112. Our registered office address is 3.18 Canterbury Court 1-3 Brixton Road, London, England, SW9 6DE  and our contact address is Honest Mobile c/o Workspace, Canterbury Court, Kennington Park, 1-3 Brixton Road, London, SW9 6DE. We trade using the name Honest Mobile. In these T&Cs references to “Honest Mobile”, “Honest” or “we” all mean Honest Enterprises Limited.

These T&Cs will apply to you when you use an Honest SIM Card (SIM). Separate terms apply to the use of the website and our blog, which you can find here .

These T&Cs include important information on how we provide you with your mobile service and what to do if there’s a problem. If you do not agree to these T&Cs then don’t use an honest mobile plan (an Honest Plan) from us or stop using Honest’s service.

2. How to contact us  
The fastest way to contact us is by contacting Chatsie, who will be able to deal with most issues directly and will pass you on to us if needed (for example, for a technical support issue).  .

3. Your Honest Plan
Your Honest Mobile Plan (detailed in the Contract Summary Chatsie have sent you) starts from the day Chatsie activates your SIM with us.  Chatsie will tell you when this will be.

When you set up an Honest Mobile Plan you’ll need to set up a payment method for your monthly payment with Chatsie. Once you have set up your payment method your SIM can be activated. You can change your payment method by notifying Chatsie. The price for your Honest Mobile Plan is included in your Chatsie subscription and will be shown in the Chatsie Software. If your payments are late or overdue we may cancel your plan with immediate effect. We will try to warn you in advance of this happening.

Additional fees apply to any usage outside of your Honest Mobile Plan (for example if you make international calls). You can find these additional fees here . You can buy extra bolt-ons using the [Chatsie Software]. Any additional fees or bolt-ons will be shown in the [Chatsie Software], and will be added to your monthly bill. Additional terms might apply to bolt-ons, these will be shown in the [Chatsie Software] before you buy the bolt-on.

4. Problems with our service
If our supply of your mobile service is interrupted by an event outside our control then Honest or Chatsie will contact you as soon as possible and try to minimise the interruption. As long as we have tried to minimise the interruption we won’t be liable for short term interruptions to your mobile service. If the interruption continues you might be able to cancel your Honest Mobile Plan under section 7.

If we need to suspend our services (e.g. to resolve technical problems or to implement important change in law or in our regulatory requirements), then Honest or Chatsie contact you to let you know. Honest or Chatsie will be able to let you know in advance of any suspension unless it’s an emergency, in which case we’ll let you know as soon as reasonably possible. If we need to suspend our services for more than a few days we’ll refund you for the days you weren’t able to use your Honest Mobile Plan.

If our network is experiencing high demand or unusually high traffic we might need to slow down the speed of your mobile service. We might also need to suspend or terminate your mobile service if we think your use of the mobile service is affecting the network or other users.

If you’re making calls using your internet connection (for example by using Skype or WhatsApp to make calls), and you make a call to the emergency services, the emergency services may not be able to find your location. To ensure that the emergency services can find you, make sure you use your normal phone service to call the emergency services.  

5. If there is a problem with your Honest Plan
If there is a problem with your Honest Plan please contact Chatsie.

We’re responsible for providing our mobile service in a way which complies with this contract, and you have legal rights where our mobile service  is not as we have described or is faulty. A summary of your legal rights is available here.  

6. Ending the contract
You can cancel your Honest Plan up to 30 days after you have activated your SIM. If you cancel during this 30-day period we’ll refund you for your Honest Plan less the days you have used.

You can end your 30 day SIM by giving 30 days’ notice at any time or using a PAC code to leave us by contacting Chatsie. If you cancel your contract with us this will automatically cancel your phone contract with Chatsie.  Similarly, if you cancel your SIM contract with us it will automatically cancel your phone contract with Chatsie and you’ll have to return your phone to Chatsie unless you enter into another contract with them. You may be liable for early termination fees which will be explained to you when you request to leave.

You can end your Honest Mobile Plan if we have breached these T&Cs, if we don’t provide the Honest Mobile Plan to you for a period of time or if we make a significant change to the way we provide you with your Honest Mobile Plan. If you end your Honest Mobile Plan for any of these reasons you’ll get a refund for any unused days on your Honest Mobile Plan that you have paid for but not received. This will be made by Chatsie.

If we believe you are using or will use your Honest Mobile Plan fraudulently, illegally, to make nuisance, spam or automate calls/SMS, to threaten, harass, stalk, abuse, disrupt or otherwise violate or infringe the rights of others or in a way that harms our network or the experience of other users then we can cancel your Honest Plan straightaway.

If you or the phone number allocated to you appear on a consumer protection list, we have the right to end your Honest Plan and to withdraw your number. You can find details of what this is here

7. Our responsibility to you
Nothing in these T&Cs will limit or exclude our liability for death or personal injury caused by our negligence (including the negligence of our employees, agents or subcontractors), or to the extent our liability cannot be excluded or limited under applicable law.

If you’re a consumer, nothing in these T&Cs will affect your legal rights as a consumer. You can find out more about these rights here.

If you’re a business, we exclude all implied terms that may apply to our site or any content on it and we will not be liable for loss of profits, business, or revenue, business interruption, loss of anticipated savings, or reputation, or any indirect or consequential damage.

8. Other important terms

If you have a complaint which we’ve not been able to resolve you can ask for it to be resolved using alternative dispute resolution. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court.

You can submit a complaint to the Centre for Effective Dispute Resolution here. CEDR will not charge you for making a complaint and if you are not satisfied with the outcome you can bring legal proceedings in court.

These Ts&Cs are governed by English law and you can bring legal proceedings in the English courts. If you live in Scotland you can bring legal proceedings in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in either the Northern Irish or the English courts.

Fair usage policy
EU Roaming is free until 31st May 2024. From 1st June 2024, the first five days of every trip will include free EU roaming, after which we'll charge £2/day for the rest of your time abroad.

Roaming in the EU and selected destinations
All our members have certain usage obligations which we ask that they consider as part of use of our Service in relation to our EU and selected destinations roaming. Generally speaking, these obligations require your use of our services to be for private, personal, and non-commercial purposes as we mention in our Terms and Conditions unless you have a business plan, but also extend to how you use roaming abroad.

These Fair Usage Guidelines explain your usage obligations when roaming in the EU and selected destinations, how to avoid breaching these obligations and what will happen if your usage breaches these obligations and falls outside this Fair Usage Guidelines.

Your obligations
You may only use our services in the EU and our other selected destinations (excluding the UK) for periodic travel, like holidays or short breaks. If you’re on our Unlimited plan, there’s a 20GB fair usage policy outside the UK. Once you hit this, you’ll be charged at the out of bundle rate.

You must not engage in the organised, fraudulent resale of our services. If we reasonably suspect you to be doing so, we reserve the right to take appropriate action to stop such resale.

What to avoid:
Using our services for the first time outside of the UK, using a large volume of your allowance (be that text, calls or data) in the EU and our other selected destinations (excluding the UK), or using our services and travelling within the EU and our other selected destinations (excluding the UK) for prolonged periods which don’t follow reasonable consumer holiday and travel patterns and behaviour. If you use our services outside the UK in the EU and our other selected destinations for 63 or more days in any four-month period and you cannot demonstrate prevailing use or presence in the UK this is likely to be deemed to be an unfair use of our services. When this happens charges will apply (see below), but we will always contact you 14 days before this time to make you aware of this. These charges will cease to apply when your behaviour is in accordance with this policy.

Please remember that the examples above aren’t an exhaustive list of how you could be breaching our Fair Usage Policy. Other activities which we reasonably believe to be outside of legitimate consumer use may also be subject to the terms in this Fair Usage Policy.

What happens if your usage falls outside this Fair Usage policy?
Calls, texts and data:
If we reasonably suspect you’re not acting in accordance with this policy, we reserve the right to impose further charges or disconnect your SIM card or your subscription at any time, having attempted to contact you first.

If you want to complain about our services, please use the form. If we don’t resolve your complaint you can contact the Ombudsman Services as outlined in the website terms and conditions. They offer a free, independent service, but will only deal with your complaint if it’s still unresolved after 8 weeks or there is a deadlock situation.