TERMS & CONDITIONS

1. The service we provide
1.1 The service we agree to give you includes:
the ability to make or receive voice calls; the ability to send or receive information (including messaging services such as SMS or MMMS or email or accessing information from the internet); and any other facilities that we agree to provide under the agreement including content. You need a mobile phone to receive the service.

1.2 The service is not for business use

1.3 You may choose up to five secondary account holders (other users) to receive the service but you will be responsible for all obligations under this agreement. We may refuse to provide the service to other users depending on your credit rating and history of paying bills on time.

2. When does the service start?
2.1 If you buy the service directly from us, it begins on the day that we send the SIM cards or mobile phones to you or any other users (the service start date).

2.2 If you do not buy the service directly from us, the service start date will be the day we accept your order or the orders for any other users.

3. Paying for the service
3.1 You agree to pay the charges for the service as soon as we ask you to or as soon as you receive your bill.

3.2 You agree to pay the first charges by debit card or credit card and to pay them as soon as we accept your application. These first charges include charges for the SIM cards, mobile phones and any accessories you order from us.

3.3 You agree to pay all other charges after the event (in arrears) and by direct debit or in any other way we agree. If possible the charges for using the service will appear on your next bill but sometimes there may be a delay.

3.4 We will send bills regularly, normally every month, to your home address. If you ask us to, we will send you an email letting you know when you can see your bill on the website.

4. Ending the agreement
4.1 This agreement and service to other users is intended to last for at least 12 months from the relevant service start date (minimum period). If you upgrade your mobile phone, a new minimum period will begin from the date of that order.

4.2 If either the agreement or service to any other user ends during the relevant minimum period, you will have to pay a charge for ending it early unless paragraphs 4.3, 4.5, or 7.4 apply.

4.3 You may cancel the agreement or service to any other users up to 14 days after the relevant service start date without having to pay a charge for ending it early. However, you will have to pay for any usage charges. You must also return any mobile phones, SIM cards and any other accessories we have provided. You may not cancel the agreement or service if you upgrade your mobile phone.

4.4 After the 14-day period we refer to in paragraph 4.3 above, you may end the agreement or service to any other users at any time by giving us seven days' notice. If you end the agreement, we will automatically end any service to any other users. However, if you only end the service to another user, the agreement will stay in place.

4.5 We can end the agreement by giving you one month's notice in writing.

5. Using the service
5.1 We will give you one or more mobile phone numbers so you and any other user can use the service. You must accept that you do not own the phone numbers and that this agreement applies only to you. You agree not to transfer either the phone numbers or the agreement to anyone else or to try to do so.

5.2 We will give you a usage limit. If you would like to know what it is, please call our customer services on 0800 0322111. If you go over this limit, we may restrict the service we provide.

5.3 If you tell us you want to make calls to or from abroad, we may ask you to show that you have a satisfactory credit rating or history of paying bills on time. If you, or any other user, use the service abroad, we will charge for any calls you or they receive as well as those you or they make.

5.4 You must not use the service: fraudulently or in connection with a criminal offence; or
to make calls or send, receive, download, use or reuse any material which is offensive, indecent, menacing, a nuisance or a hoax. You agree to take all reasonable steps to make sure this does not happen.

We take this kind of misuse very seriously. If we reasonably believe it has happened, we may take immediate action to suspend the service or end the agreement. We will do this without telling you first, even if you were not aware of the misuse.

5.5 You accept that you cannot advertise your phone numbers in or on a BT phone box. If this happens, we may suspend the service or end the agreement. However, we will write to you before we do this.

5.6 You agree to use the service as described in the agreement and in any instructions we give you. You also agree that all factual information you provide to us is correct.

5.7 If your mobile phone or SIM card is stolen or lost, you must pay for any replacement. We do not include insurance for the loss or theft of mobile phones in our charges. We would advise you to take out insurance. If you lose any mobile phone or SIM card or it is stolen, damaged or destroyed or is likely to be used in an unauthorised way, you or any other user must phone us immediately. The number is 0800 0322111 (available 24 hours a day). You will be responsible for any charges you have to pay until you have told us about the loss. If you or any other user loses or has their SIM card or mobile phone stolen, we will disconnect the SIM card and make sure the mobile phone cannot be used. If you then decide to end the agreement, you must pay the charges shown at www.bt.com/btmobile/ up to the end of the minimum period.

6. Using the internet
6.1 You can access the internet using the service. This will be at your own risk. We have no responsibility for anything you receive when using the internet (including email). You are responsible for making sure your mobile phone is protected against viruses.

6.2 As part of the service, we may provide you with content from our internet websites. This includes, for example, information, video, graphics, sound, music, photographs, software or any other material. You may notice that the content changes as we continue to try to provide the best possible service.

6.3 You can only use the content we provide for your own purposes. This is protected by copyright, trademark and other intellectual property rights. You are not allowed to copy, store, adapt, send, show in public or publish any part of the content.

6.4 We cannot guarantee the accuracy of the content.

6.5 Some of the content we provide comes from other organisations who have their own conditions. You must keep to their conditions for using that content.

7. Changing this agreement
7.1 Sometimes we will need to change our charges and the conditions of the agreement. We will publish details of any changes on www.bt.com/btmobile/ before they happen.

7.2 We will also let you know about these changes at least one month before they happen.

7.3 For changes we need to make to meet legal and regulatory requirements, we may be unable to meet these timescales. We will let you know about these changes as soon as we can.

7.4 If we have made a change which puts you at a significant disadvantage and you decide to end the agreement early, you will not have to pay the charges for the rest of the minimum period as shown on www.bt.com/btmobile/.

8. Other things we might need to do
8.1 Occasionally, for operational reasons, we may have to change a phone number, or any other name, code or number associated with the service. Or, we may need to interrupt the service. If this happens we will restore the service as quickly as we can.

8.2 We monitor and record calls relating to customer services and telemarketing. We do this for training purposes and to improve the quality of our customer services. We also record all calls to the 999 or 112 service.

8.3 We will use the information we have about you and how you use the service for marketing purposes. We need your permission to do this and will assume we have it unless you tell us otherwise by writing to:
The BT Customer Correspondence Centre
TVTE
Gateshead
NE11 OZZ

Please include your BT mobile account number and phone number in any correspondence.

9. Our responsibility to you
9.1 We accept responsibility if you are injured or die as a result of our negligence. We will not limit this responsibility.

9.2 We also accept responsibility for loss or damage to your physical property arising from our negligence. We will pay up to £1 million in any 12-month period for this loss or damage.

9.3 Unfortunately, we cannot guarantee that the service will never be faulty. We have no obligation to compensate you for financial loss, for data being lost or corrupted, or for any loss that could not have been reasonably foreseen (expected) in light of paragraph 9.2.

9.4 Except as described in paragraphs 9.1 and 9.2, we will not pay you more than £6000 in compensation (even if we have been negligent) in any 12-month period.

10. Matters beyond our reasonable control
10.1 Sometimes we may be unable to do what we have agreed because of something beyond our reasonable control. For example, this could include very severe weather. In these cases, we do not accept responsibility for what has happened.

11. If you break this agreement
11.1 Other than for serious misuse described in paragraphs 5.4 and 5.5, if you break the agreement, we will normally give you an opportunity to put matters right within a reasonable time.

11.2 However, if you do not do so, we may suspend the service or end the agreement. We may also suspend the service or end the agreement if you break any other agreement you have with us and do not put matters right within a reasonable time. If we suspend the service, we will tell you what needs to be done before we reinstate it.

11.3 If you have not paid us within 14 days from the date on your bill or from the time we ask you to, we may suspend the service. If you have still not paid us within a further 14 days (28 days in total), we may end the agreement.

12. Resolving disputes
12.1 We will try to work through any disputes that you may have with us. However, if we cannot do this, you can refer the matter to any relevant dispute resolution service. You will find details of these, and of how to refer a dispute, set out in our code of practice for consumers and small businesses.

13. Other things we need to tell you
13.1 We may take instructions from a person who we think, with good reason, is acting with your permission.

13.2 If this agreement ends, we will pay back to you any money we owe you. We will first take off any money you owe us under either this agreement or any other agreement between us.

13.3 When we need to contact you, we will use either your billing address or your email address. If you need to contact us, please call us on the number shown on your last bill.

Close this window.