top of page

Terms & Conditions

Terms and Conditions: Pay Monthly Mobile Communications Service

Effective February 1st, 2024. Applicable to all new agreements starting from February 1st, 2024.

Below is a summary of important points we'd like to highlight for your attention. These serve as a helpful overview of the agreement but are not legally binding. Please refer to the detailed terms and conditions provided below for complete information.

  1. Network Usage:

We utilise the EE network for making and receiving calls (including VoIP calls), sending texts, and accessing the internet. With 4G-compatible equipment and an appropriate price plan, you can access the EE 4G network, and as technology advances, access to newer networks will be facilitated. However, it's important to note that older technologies may be phased out as newer ones emerge. While EE strive to maintain a high-quality network, we cannot guarantee uninterrupted coverage. Prior to purchasing our services, it's advisable to check the coverage available in your area using our coverage checker on our website (https://www.eaglemobile.co.uk/checkcoverage). The availability and quality of services can be influenced by various factors such as network traffic and your geographical location (refer to points 4.1, 4.2, and 4.3 in the detailed terms and conditions).

  1. Unlocking:

Under specific circumstances, the equipment provided by us may be restricted to our network and unlocking it may not always be feasible.

  1. Minimum Term:

You are required to commit to a minimum duration, known as the Minimum Term, when entering into an agreement with us. This term will be mutually agreed upon, and you will be obligated to pay a regular monthly fee, referred to as the Monthly Charge. Detailed information regarding all charges can be found in our Plan Price available on our website.

  1. Upgrades and Renewals:

While we encourage our customers to continue their services with us, we are not obligated to offer upgrades or renewals. Should you choose to accept an upgrade or renewal, a new Minimum Term will be established, and you will be required to pay the Monthly Charge for the duration of this new term (refer to points 2.5, 2.6, and 2.7 in the terms and conditions)

  1. Annual Price Adjustment:

Your charges may be subject to an annual increase determined by a percentage consisting of i) the annual rise in the Consumer Price Index (CPI) (excluding any negative figures) plus ii) 3.9%. This adjustment may be applied to bills dated on or after March 31st of each year (refer to point 7.6 in the terms and conditions). However, if you are subscribed to a Fixed Price Plan, the monthly fee for your mobile service (Price Plan Charge) will remain unchanged throughout the minimum term. This means that during the minimum term, the annual price increase will not affect your Price Plan Charges, although it will still apply to any other charges, such as non-inclusive call charges. For further information regarding your Fixed Price Plan, please see point 8.

  1. Modification of Terms and Charges:

We reserve the right to modify the terms and conditions or the services we provide. In the event of such changes, we will provide written notice to you before the changes take effect (refer to points 7 and 13.1 in the terms and conditions). Additionally, we may adjust our prices, though if you are on a Fixed Price Plan, your Price Plan Charge will not be increased during the minimum term. By agreeing to these terms and charges, you acknowledge our ability to modify them without requiring your explicit consent, provided we adhere to the procedure outlined in point 13. Certain price adjustments may grant you the option to terminate this agreement without incurring a cancellation fee (refer to point 9.4 in the terms and conditions). Moreover, we will increase roaming and international calling charges if our partners raise costs for us. Please see points 7.7 and 7.8 for details on how this process will unfold and your rights to cancel if such adjustments are made.

  1. Termination of Agreement:

You have the option to terminate this Agreement by providing us with at least 30 days' notice. Unless otherwise specified, there will be a charge for ending the Agreement before the Minimum Term concludes, known as the Cancellation Charge. The Cancellation Charge is calculated as the total of the remaining Monthly Charges for the Minimum Term, minus any applicable discounts you may be entitled to (refer to point 9.1.2 in the terms and conditions) or a Cancellation Charge of £100, whichever is cheaper. If you terminate this Agreement after the Minimum Term has expired, you will be liable for charges during the notice period (refer to points 9.1, 9.2, and 9.3 in the terms and conditions).

  1. Breach of Agreement:

Certain actions or inactions on your part may lead to the suspension or termination of the Services and/or this Agreement. In such cases, you may be required to pay a Cancellation Charge (refer to point 6.3 in the terms and conditions).

  1. Billing:

We will issue a monthly bill to you, either through postal mail or electronically, as per our discretion. It is your responsibility to ensure timely payment by the due date to maintain uninterrupted access to the service. Should you encounter any issues accessing an electronically sent bill, please contact us promptly (refer to points 5.6.3 and 6.2.2 in the terms and conditions).

  1. Lost or Stolen Equipment:

In the event of loss, theft, virus infection, or unauthorized usage of your SIM card, you must promptly notify customer services. Any charges incurred on your account before notifying us must be settled by you (refer to points 5.8, 5.15 – 5.16, and 14.8 – 14.9 in the terms and conditions).

Setting Credit Limits:

We reserve the right to establish and modify credit limits for charges. Should you exceed your credit limit, your service may be temporarily suspended (refer to points 5.4 and 6.1.2 in the terms and conditions).

  1. Our Liability to You:

Under certain circumstances, our liability to you may be restricted or excluded (refer to point 14 of the terms and conditions).

  1. Your Information:

For comprehensive details on how we handle your personal information, please consult our privacy policy available on our website at https://www.eaglemobile.co.uk/privacypolicy.

  1. Key Points:

These highlights provide a summary of the agreement between you and us. They do not replace the terms outlined in the main agreement. In the event of any inconsistency between these key points and the main agreement, the terms of the agreement shall prevail.

If you require the terms and conditions in a different variation, please contact our customer services team, whose contact information can be found on our website.

The Full Terms and Conditions of Your pay monthly SIM Agreement

The complete terms of your pay monthly agreement consist of four distinct sections:

  • Services: This section outlines the services provided to you by us.

  • General: This section encompasses provisions relevant to both the services and equipment.

  • Plan Price Guide and Non-Standard/Standard Price Guide: These booklets detail the charges associated with the services, including any additional charges.

 

  1. Definitions:

When we use certain terms throughout the agreement, they hold the following meanings:

'Account': This encompasses your Monthly Account and any Pay as You Go Account you may hold with us.

'Additional Commitment Service': An additional service for which you agree to pay us a monthly charge for a minimum period.

'Additional Commitment Service Cancellation Charge': The charge incurred upon terminating an additional commitment service before its minimum term ends.

'Additional Service': Optional services not included in your Price Plan, such as calls, texts, and data outside of your allowance.

'Add-on': An additional service with either no minimum term or a term of 30 days or less.

'Age Restricted Services': Services requiring a certain age for use.

'Agreement': This entire agreement, consisting of the Services, Equipment, General sections, and the Plan Price Guide.

'Allowance': The quantity and type of services, including units, provided as part of your Price Plan Service.

'Blocklist': A list shared among UK mobile networks, preventing the use of listed equipment except for emergency calls.

'Cancellation Charge': The charge incurred upon terminating the agreement before the Minimum Term ends.

'Charge': The Price Plan Charge, charges for additional services, services used outside of your allowance, and other additional charges.

'Consumer': An individual using the services primarily for non-business purposes.

'Content': Digital services offered by us, accessible through the internet or services.

'Disable': Remotely rendering equipment unusable for mobile networks, Wi-Fi, or accessing digital content.

'Disconnect': Ceasing access to services.

'Equipment': Any device compatible with our network used to access services.

'EU Roaming': Connecting to a mobile network in an EU Member State.

'Finance Agreement': Credit provided under a regulated credit agreement.

'Fixed Price Plan': A plan with a fixed price throughout the Minimum Term.

'Group Companies': Our affiliated entities.

'GSM Gateway': A device routing services between fixed-line telephones and mobile networks.

'Linked Agreement': Another agreement linked to this agreement.

'Minimum Term': The minimum duration for which you agree to pay the Monthly Charge.

'Monthly Account': The account billed monthly.

'Monthly Charge': The monthly fee for your Price Plan Service.

'Network': The infrastructure providing services.

'Non Fixed Price Plan': A Price Plan without a fixed price.

'Non-Standard/Standard Price Guide': The booklet detailing charges not included in your Price Plan.

'Ofcom': The regulatory body for the telecommunications industry.

'PAC': Porting Authorisation Code for migrating your number to another provider.

'Pay As You Go Account': An account for prepaid services.

'Payment Terms': Terms governing account management and charge payment.

'Plan Price Guide': The booklet detailing charges included in your Price Plan.

'Price Plan': The bundle of services provided by us.

'Price Plan Charge': The charge for your Price Plan Service.

'Price Plan Service': The services included in your Price Plan.

'Renewing': Entering a new Minimum Term for a benefit other than equipment supply.

'Rest of World Roaming': Connecting to mobile networks outside the UK or EU.

'Roaming': Connecting to non-UK networks.

'Service': Any service provided by us.

'SIM Card': The card used with equipment for accessing services.

'STAC': Non-porting Authorisation Code for migrating to another provider without porting your number.

'Suspend': Temporarily stopping access to services.

'UK': The United Kingdom.

'Unit': A measure for voice, text, or data usage.

'Upgrading': Entering a new Minimum Term for equipment supply.

'VAT': Value Added Tax.

'Virus': A program modifying or replicating other programs.

'We', 'Us', 'Our': Eagle Mobile.

'Wi-Fi': Wireless local area technology.

'Written Notice': Notice provided electronically, by post, or email.

'You', 'Your': The customer.

 

A – Services

This section pertains to the services provided to you by us.

  1. Minimum Term

2.1 This Agreement commences upon our acceptance of your request for services. Should a credit check be necessary as outlined in point 5.13, this Agreement will not commence until you successfully pass the credit check. We may utilize the information provided by you to assist us in making a credit decision before the Agreement commences. An account will be opened in your name, and charges will be applied to it.

2.2 In the event of a rejected request resulting in incurred charges, we reserve the right to recover those charges from you.

2.3 We will endeavour to connect you to the services as promptly as possible.

2.4 Upon the conclusion of the Minimum Term, this Agreement will persist until terminated as described under either point 6 or point 9 below.

2.5 If you opt for Renewal, the following terms apply:

2.5.1 Unless otherwise agreed upon, a new Minimum Term will be applicable. Upon the conclusion of this Minimum Term, the Agreement will continue until terminated as described under either point 6 or point 9 below.

2.5.2 Your new Minimum Term commences from the date we process your Renewal.

2.6 We reserve the right not to provide you with a Renewal.

2.7 We are not obligated to permit you to change your Price Plan. However, after the Minimum Term, we may allow Price Plan changes. At our discretion, we may transition you to an equivalent or lower Price Plan at any time (though we may not transition you from a Fixed Price Plan to a Non-Fixed Price Plan). This may be done as an alternative to our right to Suspend and/or Disconnect the Services in accordance with points 6.1 or 6.2.

2.8 Any additional SIM Card requested by you will be added to your existing account. Each SIM Card may provide you with services subject to a separate Minimum Term and, consequently, a separate Agreement with us. Therefore, the Minimum Term for each SIM Card may not align in duration.

2.9 Each Price Plan Service or product obtained from us is subject to a distinct Agreement.

  1. SIM Cards

3.1 The following conditions govern the use of SIM Cards:

3.1.1 In case of loss, theft, or damage to a SIM Card, you should contact customer services to request a replacement or to reactivate an eSIM Card (refer to point 5.8). A charge may apply for the replacement.

3.1.2 We retain ownership of the SIM Card and grant you a license to utilize the telephone number associated with it. This phone number is licensed by Ofcom. The SIM Card can only be used to access the Services.

3.1.3 We reserve the right to alter the phone number(s) associated with a SIM Card if there is a valid reason, such as a legal requirement or regulatory directive from Ofcom or another authority. We will strive to provide you with a 30-day Written Notice in such instances. The new phone number will become effective on your SIM Card once any applicable notice period has elapsed.

3.1.4 We maintain the right to recall any SIM Card from you at any time to improve or maintain the quality of the Services or Equipment.

  1. Our Services, Network, and Access

4.1 Our network comprises various technologies at any given time. Services are accessible when you are within range of base stations forming part of the relevant network technology required for the particular service you wish to use. For instance, 4G services are available only when within range of a 4G base station, and so forth as new network technologies like 5G or 6G become accessible. You may need to subscribe to a specific price plan and/or use equipment to access certain services. Older network technologies may be phased out. It's advisable to check coverage using our website's coverage checker before requesting services. While our coverage maps provide an estimation of outdoor coverage, actual service coverage may vary.

4.2 You can use our services to contact emergency services free of charge by dialling 999 or 112 (or by sending an SMS to 999 if registered for emergency SMS services) when within range of our network's base stations. If not within range of our base stations or if they are not operational for any reason, your equipment may attempt to use another mobile network to connect your emergency call. Depending on your equipment, your approximate location may be provided to emergency services via built-in functionality. Please refer to your price plan terms and conditions for any restrictions on accessing emergency services.

4.3 We endeavour to provide services with reasonable skill and care expected of a competent mobile communications provider. However, service availability may be affected by various factors, including:

4.3.1 Weather conditions and faults in other networks.

4.3.2 Network usage volume or maintenance activities such as base station repositioning or decommissioning.

4.3.3 Your location during service usage, which can affect coverage, especially indoors or in areas with thick walls.

4.3.4 The country where services are used. Overseas networks may not offer the same coverage as in the UK, and certain services may not be available while roaming.

4.4 In case of network disruption, such as coverage or speed issues, please inform us by calling. We will investigate and take necessary steps to resolve reported disruptions. Depending on the nature of the disruption, you may be eligible for a discount, as outlined below in 4.5. Additionally, you may have legal options, such as requesting us to fix the problem or seeking a refund under consumer rights laws.

4.5 During a reported network disruption, we may prorate your monthly charges or other recurring charges by up to 100% if:

4.5.1 The disruption affects the parts of the network and services you use most frequently.

4.5.2 The disruption is severe based on your previous usage history and our reasonable assessment, using appropriate diagnostic tools.

4.5.3 No alternative mode of accessing the disrupted services is available to you.

4.6 Our network provider (EE) reserve the right to manage network usage to protect it for all customers, including applying traffic management controls as necessary. Details of their current policy is available on their website.

Use of Services (Prohibited Activities)

4.7 To access our services, you must adhere to the following conditions, which are integral to the agreement between you and us:

4.7.1 The services must not be used for any unlawful, immoral, or improper purposes. In addition, exceeding 300 different numbers contacted via calls or texts within a month may be deemed improper usage.

4.7.2 Offensive or nuisance communications in any form, including reverse charge calls, are strictly prohibited.

4.7.3 Services must only be used with authorised equipment compatible with the EE network, and all relevant laws and regulations must be observed.

4.7.4 Transmission of offensive, indecent, defamatory, menacing, privacy-breaching, copyright-infringing, or otherwise unlawful material is prohibited.

4.7.5 Accessing or using content in a manner that infringes upon the rights of others is not allowed.

4.7.6 Services must be used in accordance with our acceptable use policies and any applicable internet standards.

4.7.7 You are required to provide us with any information we reasonably request.

4.7.8 You must adhere to all reasonable instructions provided by us.

4.7.9 Compliance with any fair use policy applicable to your service usage is mandatory. Failure to comply will require you to follow any reasonable instructions from us to rectify the breach and continue service usage.

4.7.10 Operating a GSM Gateway (commonly known as a 'SIM box') directly or indirectly without prior written consent from EE is prohibited.

4.7.11 Operating or facilitating the operation of any device to route or re-route voice, data, or other services on, from, or to the network, including forwarding or diverting services to reduce charges, or using illegal repeaters without our express prior written consent, is prohibited.

4.7.12 Using services for fraudulent or other unlawful purposes, whether individually or in collusion with others, is prohibited. This includes using services for direct financial gain derived from termination charges payable by EE for calls on its network.

4.7.13 Selling, attempting to sell, or providing commercial services using the EE network to any third party without our express prior written consent is prohibited.

4.7.14 Damaging the network, posing risks to the network's integrity, or threatening our staff is strictly prohibited.

4.7.15 Any information provided to us, upon which we rely to deliver services under this agreement, must be accurate at the time of provision.

4.7.16 You must pay any deposit or extra deposit requested by us.

4.7.17 Compliance with our requirement to receive email billing is mandatory.

4.7.18 Accessing age-restricted services is only permissible if you meet the required age criteria. Furthermore, if permitted to access such services, you must not share or send content from these services to individuals below the specified age.

4.8 By utilising our services, you consent to us copying and/or modifying images or information you have created for transmission purposes. This consent extends to the use of our apps or internet-based platforms.

Services Near Borders/Outside the UK

4.9 When accessing our services near the border of our network and that of a third-party network, you acknowledge that you may not connect to our network directly but may instead connect to the network of one of our roaming partners.

4.9.1 Services used with our EU roaming partners will either be deducted from your allowance (if applicable) or subject to charges (if your allowance does not cover the service or if you have no remaining allowance).

4.9.2 Services used with our rest of world roaming partners will incur charges unless otherwise specified in the relevant plan price guide.

4.10 Allowances or charges for calling UK mobile numbers typically exclude calls to networks in the Isle of Man and the Channel Islands. Certain UK mobile networks' customers may also be excluded from these allowances or charges. Please consult our Non Standard/Standard Price Guide for further details.

4.11 We endeavour to arrange commercial agreements to facilitate your access to other networks for roaming services. However, we cannot guarantee the quality or coverage of these networks. Additional charges for roaming are outlined in our Non-Standard/Standard Price Guide. You may need to request us to enable roaming on your account.

Other

4.12 We will assign you a phone number to use with the equipment on the EE network, licensed to us by Ofcom. You may also transfer a phone number to us from another mobile network operator. If you can retain the phone number when leaving the EE network, we will facilitate the transfer to or from the EE network. In case of any delay or issues with the transfer, we will compensate you accordingly. For more details on transferring a phone number, please refer to the EE website.

  1. Payment Information and Charges

5.1 Our charges are detailed in our Plan Price Guide and Non-Standard/Standard Price Guide booklets, which we update periodically. You can access the latest versions on our website or by contacting customer services.

5.2 Value-added tax (VAT) is applied as outlined in our Plan Price Guide and Non-Standard/Standard Price Guide.

5.3 Charges can be paid in two ways: through a Monthly Account or a Pay As You Go Account.

5.4 We may establish and modify credit limits for Charges based on credit checks and information we have about you. If this limit is exceeded, we may suspend your access to the Services. Certain Charges, such as international and roaming call charges, may not be immediately recorded against your Account, potentially exceeding your credit limit before suspension.

5.5 Under certain circumstances, we may allow you to set your own limits for specific Charges on your Account. Exceeding this limit may result in suspension of your access to the Services, and we reserve the right to charge for Services used beyond your set limit.

5.6 Monthly Account

5.6.1 We may issue your Monthly Account bill monthly through a method of our choosing, such as post or electronic means. Payment is due by the specified date regardless of whether your allowance is fully utilized. If any allowance remains unused upon billing, it will expire, and a new allowance will commence on each monthly bill date. Your bill may include the unit cost of your allowance to aid in understanding its value. Additional Services and Additional Commitment Services may be charged in arrears or in advance as per our Non Standard/Standard Price Guide.

5.6.2 If you receive your bill by post, it will be sent to the registered postal address unless you've provided an updated address.

5.6.3 Electronic bills will be accessible through request, for which you are responsible for contacting us. You can request monthly notifications when your bill is ready for viewing.

5.6.4 Failure to pay your bill by the due date may result in late payment charges and additional collection costs.

5.6.5 Additional charges, such as reconnection fees or failed payment charges, may apply as outlined in our Non Standard/Standard Price Guide.

5.6.6 Discounts on Price Plan Charges or Additional Charges will cease under specific circumstances, including the end of the advertised discount period, expiry of the minimum term, renewal, or termination of related agreements.

5.7 Pay As You Go Account

5.7.1 Some Services may be prepaid through a Pay As You Go Account, where credits are applied and Charges deducted accordingly. The deduction rates are specified in your Price Plan Guide or Non Standard/Standard Price Guide.

5.7.2 Credit balances may be used to offset outstanding amounts owed for Services paid in arrears or for a Monthly Account in suspension.

5.7.3 Charges are deducted in real-time as Services are used, and periodic Charges for Additional Services are deducted as outlined in our Non Standard/Standard Price Guide.

5.7.4 If insufficient credit is available for a periodic Charge, the Charge will fail, and the associated Service will be unavailable until sufficient credit is added.

5.7.5 Once all credit is depleted, access to Pay As You Go Services is restricted until additional credit is added. Emergency calls and calls to us remain accessible.

5.7.6 Sufficient credit must be maintained to utilize Services or make calls or data transactions.

5.7.7 No credit refunds are provided except as outlined in point 9.6.

Charges Overview

5.8 You are accountable for all Charges posted to Your Account, except for Charges incurred after notifying customer services in the following instances:

5.8.1 Your SIM Card is lost or stolen (refer to point 3.1.1);

5.8.2 Unauthorized use of the Equipment and/or Service by a third party (see point 10.5); or

5.8.3 The Equipment has been compromised by a Virus (see point 14.8).

5.9 We reserve the right to amend Payment Terms for valid reasons, such as failure to settle a bill by the specified due date.

5.10 A deposit (or additional deposit) may be required as collateral for Charges if deemed necessary, for example, if we adjust your credit limit. This deposit may be retained until the termination of the Agreement, and will be refunded upon full settlement of your obligations. Interest will not accrue on deposits. Your deposit may be utilized to offset any outstanding amounts owed, except where you have followed the dispute resolution process outlined in point 6.6 below. Failure to settle undisputed amounts by the bill's due date, or failure to instruct us not to utilize the deposit for disputed sums, will result in the deposit and/or any pay-as-you-go credit balance being applied towards the disputed amount.

5.11 Charges for utilized Services may be deducted from your applicable Allowance(s) on the date of processing, which may occur after the actual usage date, and may be deducted from your subsequent periodic Allowance.

5.12 Charges for calls and messages to certain numbers outside your permitted Allowance, such as premium rate or non-geographic numbers, are detailed in the Non Standard/Standard Price Guide.

5.13 We may engage credit reference agencies to verify your identity, make credit decisions, or for fraud prevention. By entering this Agreement, you consent to us registering information about you and your Account conduct with credit reference agencies or CIFAS. This information may be disclosed to financial institutions, companies, or debt collection agencies for fraud prevention, credit management, or debt collection purposes. In cases where there is insufficient information for a credit decision, we and our credit reference agencies may also use information about other financially linked individuals.

5.14 You may utilize the Service to procure goods and/or services from third parties, payable through your Monthly Account or Pay As You Go Account, subject to any prescribed limits. Any transaction with a third party is at your discretion, and you acknowledge that you will have a direct contractual relationship with the third party. We bear no responsibility for any losses or damages resulting from your dealings with such third parties.

5.15 You are liable for any Charges incurred until you notify us of any loss, theft, or damage to the SIM Card and/or Equipment.

5.16 By entering into this Agreement, you authorize end users on your Account to incur Charges without prior consent. Refer to Our Plan Price Guide and Non Standard/Standard Price Guide for a comprehensive list of Charges and Services that end users can add to your Account without prior authorization.

  1. Suspension, Disconnection, and Termination of Services

6.1 We reserve the right to Suspend the Services without prior notice under the following circumstances:

6.1.1 Network maintenance or breakdown, which we endeavor to minimize;

6.1.2 Exceeding your credit or other set limits (refer to points 5.4 and 5.5);

6.1.3 Reasonable suspicion of fraudulent use of a payment card associated with your Account.

 

6.2 We may Suspend, Disconnect, or terminate the Services and/or the Agreement without prior notice if:

6.2.1 You or any user of your SIM Card and/or Equipment violates the terms of this Agreement or any other agreements with us or our Group Companies;

6.2.2 Failure to settle any bill by the specified due date;

6.2.3 Non-compliance with any provisions outlined in point 4.7;

6.2.4 Initiation of any arrangement affecting your ability to settle debts, bankruptcy filing (for individuals), or insolvency proceedings (for companies or organizations);

6.2.5 Termination of any license granted by us to operate the Network;

6.2.6 Reasonable suspicion of fraudulent Network and/or Services usage based on available data;

6.2.7 Identification of calling patterns disproportionate to expected usage;

6.2.8 Equipment Disablement as described in point 12.2.

6.3 Upon termination under point 6.2, excluding termination under 6.2.5, you must settle all outstanding dues, including any applicable Cancellation Charges and/or Additional Commitment Service Cancellation Charges.

6.4 You remain responsible for all Charges during any Suspension or Disconnection period unless otherwise decided by us.

6.5 Following Suspension or Disconnection, a reconnection fee may be applicable, except if the Suspension or Disconnection resulted from the scenario described in point 6.1.1. Additionally, we reserve the right to modify your Payment Terms as a condition for reconnection. If your Services remain Suspended or Disconnected for over 60 days, you may be subject to a credit check for reconnection.

6.6 We will not Suspend, Disconnect, or terminate Services due to non-payment of a bill under point 6.2.2 if you have a legitimate dispute with us. In such cases, you must notify us in writing (refer to point 15.6) before the bill's payment due date, outlining the dispute details and the disputed amount. If the disputed amount is less than the total owed, the difference must be paid by the bill's due date. Failure to do so may result in immediate Agreement termination. Your right to withhold payment ceases upon our response, which will be reasonable and consider all relevant laws, regulations, and circumstances. You may also have recourse to the Ombudsman Services dispute resolution scheme or the Financial Ombudsman Service (refer to points 15.9 or 15.10).

 

  1. These rights are supplementary to any other legal rights we may possess against you under point 12.

  1. Changes to Charges and Services

7.1 We reserve the right to decrease any Charge at our discretion, though we will endeavour to notify you beforehand whenever possible.

7.2 We may suspend, modify, increase prices, or withdraw all or part of Additional Services upon providing written notice to affected customers at least 30 days in advance. These changes will take effect after the notice period unless:

7.2.1 It pertains to an Add-on not exclusively benefiting you, and you cancel the affected Add-on within 30 days of notification; or

7.2.2 It significantly disadvantages you, giving you the right to cancel the Agreement without incurring a Cancellation Charge, provided you notify us within 30 days of the change.

7.3 Unless stated otherwise in point 8.1 (pertaining to Fixed Price Plans), we reserve the right to suspend, withdraw, or adjust the price and terms of your Price Plan or Price Plan Service, subject to 30 days' prior Written Notice. The changes will become effective after the notice period, unless you have the right to cancel the Agreement without incurring a Cancellation Charge under point 9.4.3 and choose to do so within 30 days of notification.

7.4 Except as provided in point 8.2 (concerning Fixed Price Plans), we may modify other Services (excluding Price Plan Service or Additional Services) with Written Notice at least 30 days in advance. The changes will take effect after the notice period, unless you have the right to cancel the Agreement without incurring a Cancellation Charge under point 9.4.4 and choose to do so within 30 days of notification.

7.5 Changes to Additional Commitment Services will be communicated with at least 30 days' notice. Unless you have the right to cancel without incurring an Additional Commitment Service Cancellation Charge (refer to point 9.4), the changes will apply after the notice period. You may have the right to terminate the Agreement without a Cancellation Charge if we make such changes (see point 9.5).

7.6 Except under point 8.1 (pertaining to Fixed Price Plans), all Charges, including the Price Plan Charge, may incur an annual price increase calculated by multiplying individual Charges by a percentage comprising the Consumer Price Index (CPI) rate published by the Office for National Statistics in January of each year (ignoring any negative figure) plus 3.9%. This increase will take effect on bills dated on or after March 31 of each year, using the CPI figure published in January. The annual increase does not grant you the right to terminate the Agreement without incurring a Cancellation Charge.

7.7 If any of our wholesale Roaming partners increase the cost of Services used when Roaming, we will adjust your Roaming Charges accordingly. Written Notice will be provided to active Roaming Services users affected by these changes. Such changes will not entitle you to terminate the Agreement without incurring a Cancellation Charge, unless the changes materially disadvantage you and you notify us of your intent to cancel within 30 days of notification. We will not increase Roaming Charges in this manner more than once per month.

7.8 If any of our international partners increase the cost of Services (calls and texts from the UK to other countries), we will raise your Charges for international calls and texts by the same amount. Written Notice will be provided to active users of the affected services. Similar to Roaming Charges, these adjustments will not allow you to terminate the Agreement without incurring a Cancellation Charge unless they materially disadvantage you and you notify us of your intent to cancel within 30 days of notification. We will not increase these Charges more than once per month.

7.9 We reserve the right to increase your Price Plan Charge or any other Charges if mandated by new legislation, government regulations, or taxation, which we are required to pass on to you. Such increases do not grant you the right to terminate the Agreement without incurring a Cancellation Charge.

  1. Fixed Price Plans

8.1 If your Price Plan falls under a Fixed Price Plan, then during the Minimum Term, we will not increase the Price Plan Charge as outlined in point 7.3, and the annual price increase mentioned in point 7.6 will not affect your Price Plan Charge.

8.2 If your Price Plan is categorized as a Fixed Price Plan, then during the Minimum Term, we cannot alter your Price Plan or Price Plan Service under point 7.4 or modify the Agreement under point 13.1 in a way that would prevent your Price Plan from remaining a Fixed Price Plan.

8.3 Having a Fixed Price Plan only fixes the price of your Price Plan Charge during the Minimum Term. However, it does not impact the following:

8.3.1 Our ability to increase any Charges other than the Price Plan Charge.

8.3.2 The application of the annual price increase described in point 7.6 to any Charges other than the Price Plan Charge. All other Charges will automatically increase by CPI+3.9% in accordance with point 7.6.

8.3.3 Any increase to the Price Plan Charge (including the annual price increase under point 7.6) after the Minimum Term. Refer to point 8.4 below.

8.4 At the conclusion of the Minimum Term, the Price Plan Charge will be subject to any further annual price increases as per point 7.6. If your Minimum Term ends before March 1st in any calendar year, your Price Plan Charge will increase according to that year's price rise. If it ends on or after March 1st in any calendar year, it will be subject to the annual price increase in the following calendar year.

  1. Termination Rights

9.1 You have the right to terminate this Agreement by providing us with 30 days' or more notice at any time. In certain circumstances, we may accept a shorter notice period, which will be communicated to you when you contact us to terminate. Details on how to terminate the Agreement are available on our website.

9.1.1 If, at our discretion (except as outlined in point 9.4), we accept your notice to terminate the Agreement within the Minimum Term, you will be liable to pay a Cancellation Charge and, if applicable, an Additional Commitment Service Cancellation Charge, unless you have a right under point 9.4 or 9.5 not to pay a Cancellation Charge.

9.1.2 If a Cancellation Charge and/or an Additional Commitment Service Cancellation Charge applies, it will be calculated as follows:

9.1.2.1 The total of all outstanding Monthly Charges and/or Additional Commitment Service monthly Charges for the remaining Minimum Term, considering any recurring monthly discount you are entitled to, calculated on a daily basis or a fee of £100m whichever is lowest;

9.1.2.2 Minus VAT at the prevailing rate;

9.1.2.3 Minus an additional 4%; and

9.1.2.4 VAT at the prevailing rate will be added to the final amount.

9.1.3 After the Minimum Term ends, you can terminate this Agreement without incurring a Cancellation Charge. However, you will be required to pay for Services during the notice period.

9.2 Your Agreement or Additional Commitment Service will terminate according to one of the following termination procedures:

9.2.1 Termination without a PAC or STAC: If you do not request a PAC or STAC, your Agreement will terminate at the end of the 30-day notice period. You can change your mind and withdraw your termination notice by contacting us at any time during the 30-day notice period.

9.2.2 Termination with a PAC or STAC: PACs or STACs are available upon request and are valid for 30 days from the date of issue. If you request a PAC or STAC after giving us notice to terminate the Agreement, your Agreement will terminate once the PAC or STAC is used. If you do not use the PAC or STAC within its validity period, it will expire, and the Agreement will continue until you terminate it again following the process described in point 9.2.

9.3 You are responsible for all Charges up to and including the date of termination of this Agreement. If the Agreement ends before the expiry of the 30-day notice period, you may be liable to pay a Charge as described in our Non-Standard Price Guide. Termination of your Price Plan Service or the Agreement will result in the automatic termination of the Additional Commitment Service.

9.4 A Cancellation Charge will not apply if you are within the Minimum Term and:

9.4.1 Our right to operate the Network ceases at any time;

9.4.2 Your access to Our Network is permanently disrupted, and your Monthly Charges are reduced by 100% for the remainder of the Minimum Term in accordance with point 4.5;

9.4.3 You are a Consumer, and the change notified to you in point 7.3 is not exclusively to your benefit, and you notify us of your intention to cancel the Agreement within 30 days of us notifying you of the change;

9.4.4 The change notified to you in point 7.4 significantly disadvantages you, and you notify us of your intention to cancel the Agreement within 30 days of us notifying you of the change;

9.4.5 We notify you of an increase in the Price Plan Charge (other than an increase due to our annual price increase as calculated in point 7.6); or

9.4.6 If we provide you with Written Notice of a change to an Additional Service (including alterations to the charge), excluding Add-ons, and not resulting from (i) our annual price increase as described in point 7.6 or (ii) modifications to roaming and international charges in points 7.7 and 7.8, in a manner that significantly disadvantages you; or

9.4.7 You have the right to terminate a Linked Agreement due to a change we made to that agreement; and

9.4.8 You notify us of your intent to terminate this Agreement within 30 days of our notification regarding the change.

9.5 No Additional Commitment Service Cancellation Charge will be applied if the change notified to you in point 7.5 is not exclusively for your benefit.

9.6 If you terminate this Agreement and a Cancellation Charge is not applicable due to the circumstances outlined in point 9.4, you can request a refund of any remaining balance in your Pay As You Go Account.

9.7 You do not have the right to cancel this Agreement without incurring a Cancellation Charge if:

9.7.1 Changes to the Charges result from our annual price increase (as described in point 7.6) or involve an increase in Roaming or international charges, and you are not significantly disadvantaged (as described in points 7.7 or 7.8); or

9.7.2 Changes are made to an Add-on, the charges for an Add-on, or a one-off charge (such as a replacement SIM charge); or

9.7.3 The change falls within clause 13.4 but is purely administrative and does not negatively impact you, or is directly mandated by law.

  1. Internet Access

10.1 If you possess Equipment that allows you to access the internet, this section pertains to you.

10.2 We may need to alter, suspend, withdraw, or (if applicable) adjust the price of Content without prior notification. Any changes to the Content will be clearly indicated before your purchase, and if you proceed with the purchase following the change, we will consider that as acceptance of the revised Content and its price.

10.3 We may include links to other third-party websites, which may lead to the websites of our partners. Any content or webpage you access (directly or indirectly) is the responsibility of the third party providing that content or webpage. We do not verify (and therefore do not necessarily endorse) the content available on any third-party website. We cannot guarantee the accuracy, completeness, or reliability of the content on any third-party website, nor can we ensure its continued functionality.

10.4 You are solely responsible for any content you upload, email, post, or transmit via internet access. You agree to adhere to any acceptable use policy or fair use policy we may have. Failure to comply will result in the application of points 4.7.9 and 5.8.

10.5 Your access to a secure internet environment relies on the Equipment and the third-party supplier of any Content. You are responsible for any Charges incurred by any unauthorized third party who uses the Equipment and/or the Service due to a breach of security, regardless of whether you utilize any available security tools.

10.6 This section 10 remains applicable even after the termination of this Agreement.

B – Equipment

  1. Equipment

11.1 When you sign up for a Price Plan, you may receive Equipment directly from us, either at no cost or for an initial fee. Unless stated otherwise, or if you acquire Equipment through a Finance Agreement, we will retain ownership of any Equipment provided by us for the first six months of the Minimum Term.

11.2 If you acquire Equipment from a third party other than Eagle Mobile when you sign up for a Price Plan, that third party may retain ownership of any Equipment provided by them for the first six months of the Minimum Term. If applicable, the third party will inform you that terms equivalent to this section 11 will govern your relationship with them.

11.3 During this initial six-month period, you:

11.3.1 must not sell or permanently transfer the Equipment to anyone else without obtaining prior written consent from us or the third party who provided the Equipment, which will not be unreasonably withheld;

11.3.2 must take reasonable care of the Equipment and maintain it in reasonable condition (allowing for normal wear and tear) as if you were the owner. You are responsible for any repair costs or insurance coverage for damage to the Equipment; and

11.3.3 cannot modify or alter the Equipment, except for standard software updates and application purchases.

11.4 After the initial six-month period of the Minimum Term, and provided you have not breached any conditions of this Agreement as outlined in section 12.3 below, ownership of the Equipment will automatically transfer to you.

11.5 By using the Services and the Equipment provided to you, you consent to our collection of Equipment details and network data, including:

11.5.1 Your IMEI (Equipment identification information);

11.5.2 Your IMSI (unique SIM card identification);

11.5.3 the operating system you are using; and

11.5.4 Your IP (Internet Protocol) address, for the purpose of Equipment deactivation as outlined in section 12.2.

11.6 If you provide Equipment provided by us to another person for use on our Network (e.g., if you are paying for Equipment for a family member), you confirm that you have informed that person about the software and data collection described in section 11.5 above and obtained their consent.

11.7 You must have compatible Equipment and/or a compatible Price Plan to access certain Services, such as 4G Services. If we did not supply the Equipment, you are responsible for ensuring its compatibility with the Services and for any necessary software updates and installations to access the Services. You must adhere to any instructions provided by us for accessing the Services through the Equipment.

  1. When We may Blocklist and Disable the Equipment

 

12.1 To safeguard the EE Network and Services for all our customers, and in accordance with section 11 above, we will identify instances of fraudulent Equipment use based on available data and take action if we have knowledge or reasonable suspicion of fraud.

12.2 If we reasonably determine that fraud has occurred, we will:

12.2.1 Disable the Equipment in cases where:

12.2.1.1 we own it per section 11.1 above; or

12.2.1.2 a third party owns it per section 11.2 above and has authorized us to Disable it; and/or

12.2.2 add the Equipment to a Blocklist.

12.3 The following situations indicate instances where we will assume fraud has occurred. However, we may exercise our rights to Blocklist and/or Disable the Equipment in other situations where we reasonably suspect fraud:

12.3.1 You fail to make any payment within the first six months of this Agreement;

12.3.2 We detect that the Equipment has never been used in the UK and is being used outside the UK without our knowledge or consent, with a SIM card not supplied by us;

12.3.3 You report the Equipment as lost or stolen;

12.3.4 We reasonably suspect that information has been supplied to us without the knowledge of the named person or that an application is unauthorized or contains false information, including fraudulently obtained financial details.

12.4 We will endeavor to provide you with reasonable Written Notice before taking any of the above steps, but we may need to act swiftly to prevent further potential fraud damage.

12.5 Once we are satisfied that there has been no fraudulent use of the Equipment by you or any third party, we will restore services and remove any Blocklist or Disable. This may include settling any outstanding sums owed under this Agreement, including the Cancellation Charge. We may charge you for reactivating the Equipment, except in cases of genuine error or dispute (refer to section 6.6 above). We reserve the right to modify your Payment Terms as a condition of this.

12.6 Section 12.3.1 does not apply if you have a legitimate dispute with us and, before the bill's due date, you have provided us with written details of your dispute, including the amount you claim against us and the amount you intend to withhold as disputed. If the disputed amount is less than the total amount owed to us, you must settle the difference by the bill's due date. Failure to do so permits us to terminate this Agreement immediately. Your right to withhold payment ends when we respond, reasonably considering all relevant regulations and circumstances. You may have the option to refer your complaint to the Ombudsman Services dispute resolution scheme or the Financial Ombudsman Service as outlined in sections 15.9 or 15.10 below.

12.7 The rights outlined in this section 12 are additional to our rights to suspend, disconnect, or terminate the Services and/or Agreement under section 6.

C – General

  1. Changes to Our Agreement

13.1 We will maintain an up-to-date version of these terms and conditions on our website. We reserve the right to modify this Agreement for valid reasons, such as administrative updates to our registered information or to standardize conditions for all customers. We will notify you of any changes in advance, as outlined below.

13.2 If you are a Consumer and the changes have no adverse impact, or if you are not a Consumer, we will provide you with Written Notice at least 30 days before the amendments take effect. The updated terms and conditions will automatically apply to you once the notice period has elapsed.

13.3 If you are a Consumer and the changes are not exclusively advantageous to you, we will give you Written Notice at least 30 days before the amendments come into force. The revised terms and conditions will apply to you once the notice period has passed, unless you choose to terminate your Agreement within that timeframe. If you opt to terminate, you will not be subject to any Cancellation Charges as per section 4.

13.4 We reserve the right to amend these terms and conditions in response to new laws or regulations, or if mandated by regulatory authorities like Ofcom. We will endeavor to provide you with 30 days' Written Notice in such cases. The updated terms and conditions will automatically apply to you once any applicable notice period has expired, unless you have the right to cancel under section 9.7.3.

  1. Our Liability to You

14.1 Our liability to you is solely as outlined in this Agreement, and we do not assume any other obligations or liabilities toward you.

14.2 Nothing in this Agreement limits or excludes our liability for death or personal injury resulting from our negligence or for fraudulent misrepresentation made to you.

14.3 Except as expressly stated in sections 14.1 and 14.2, our total liability to you for any action or inaction by us or our employees will be capped at a maximum of £1,000 for all incidents arising under this Agreement.

14.4 If you are not a Consumer, we shall not be liable to you for any loss or damage that was not reasonably foreseeable at the time of entering into this Agreement. This includes, but is not limited to, loss of income, business, anticipated savings, or profits.

14.5 If you are a Consumer, we shall not be liable to you for any loss of income, business, or profits, or for any loss or damage that was not reasonably foreseeable at the time of entering into this Agreement.

14.6 You must promptly notify us of any claims.

14.7 We shall not be liable to you if we are unable to fulfill our obligations or provide Services due to circumstances beyond our control.

14.8 We shall not be liable for any damage caused by a Virus that affects the Equipment, whether transmitted via the Services or otherwise. You are responsible for all Charges incurred on your Accounts due to the use of Services activated by such a Virus.

14.9 We shall not be liable for any damages resulting from unauthorized third-party use of the Equipment and/or Services (refer to section 11.6). Subject to section 5.8, you are responsible for all Charges incurred on your Accounts from the use of Services by such third parties.

14.10 These provisions in section 14 shall remain applicable even after the termination of this Agreement.

  1. General

15.1 Before attempting to transfer any of your rights or responsibilities under this Agreement, you must obtain our explicit prior consent. We reserve the right to transfer any of our rights without your permission, provided that the level of service you currently receive is not diminished as a result.

15.2 We may monitor or record conversations between you and our staff for authentication, security, quality, and training purposes.

15.3 Notices may be sent to your postal address, online account, email address, or SIM card and/or Equipment, regardless of how your bill is delivered. We may also send you 'over the air' updates to your Equipment, which may entail minor adjustments to functionality or display. You must accept these changes, which may include complying with reasonable requests from us. Opting out of receiving these notices is not possible.

15.4 You are required to promptly inform customer services of any changes to your postal or email address. It is your responsibility to ensure that the email address provided to us is accurate, current, and operational at all times. Failure to notify us of any changes will result in bills being sent to your last known postal address or made available in your online account, and notifications being sent to your last known email address. Such bills will be payable in accordance with section 5.6.

15.5 We are not responsible for messages that fail to reach you because the Equipment is turned off or not connected to the Network.

15.6 Unless otherwise specified in this Agreement, any notices from you to us must be sent to our registered address, details of which are available on our website.

15.7 Any concessions or extensions of time granted by us apply only to the specific circumstances in which they are given and do not affect our rights under this Agreement in any other manner.

15.8 This Agreement does not confer any benefits on third parties under the Contracts (Rights of Third Parties) Act 1999.

15.9 English law governs this Agreement, and disputes will be resolved in the Courts of England and Wales, Scotland, or Northern Ireland, as applicable. You may refer disputes to adjudication under the Ombudsman Services dispute resolution scheme, details of which are outlined in Our Complaints Code of Practice, available upon request.

15.10 If you have a complaint related to a Finance Agreement, and we fail to resolve it satisfactorily, you may refer the complaint to the Financial Ombudsman Service.

15.11 If any provision of this Agreement is deemed legally ineffective, the remaining provisions shall remain in effect. We reserve the right to replace any ineffective provision with a similar one.

15.12 If you are not a Consumer, this Agreement constitutes the entire agreement between you and us, superseding any prior information.

15.13 For assistance or support, you can contact us by calling customer services or visiting the help and support pages on our website.

  1. Your Information

16.1 You confirm that the information you provide to us, including your registration details, is true, accurate, and complete. You agree to promptly inform us of any changes to your details.

16.2 We will handle your personal information in accordance with this Agreement and our privacy policy, which can be found on our website. The privacy policy explains how we use your personal information to deliver our products and services, including sharing it with third parties, and how to contact us with privacy concerns.

16.3 In the event of a personal data security breach affecting you, we will notify the relevant authorities and, if appropriate, the affected subscriber or user of our Services in writing. However, such a breach does not entitle you to terminate this Agreement.

16.4 You have the right to decide whether your details are included in directory listings, such as the phone book. If you wish to include your details, please contact customer services.

bottom of page