Version 2 – Effective for contracts signed 17^th March 2026 onwards

1. Definitions

Agreement: This document, your Order Form, and your Tariff.

Kit Fund: A pre-agreed hardware budget allocated to you for the purchase or upgrade of devices during your contract term. See Section 17.

Service: Airtime, equipment, mobile internet, SMS, and other wireless services.

Tariff: Our pricing plan for calls, data, and services.

2. Agreement Scope & Duration

We provide services and/or mobile devices under these terms.

The contract starts when we activate your SIM Card, eSIM or start billing you, whichever is first.

Each SIM, eSIM or device has its own contract term for no more than 24 months from its connection date, unless you have agreed otherwise (some business customers can sign for longer).

Upgrades or changes may start a new minimum contract term; we will notify you if this happens.

3. Device Delivery

We aim to deliver devices on time but are not liable for third-party courier delays however consumer cancellation rights do apply if the device is delayed significantly.

Devices are brand new (unless agreed otherwise) and include the manufacturer’s standard warranty. Insurance is not included.

Risk passes to you on delivery, ownership passes once payment is complete (including, where applicable, all instalment payments under Section 16 or Kit Fund drawdowns under Section 17).

4. Charges & Payment

You must pay all charges, including calls, data, rentals, device costs, and any instalment or Kit Fund repayments.

Billing issues or complaints must be reported within 30 days of invoicing.

Complaints do not automatically cancel payment obligations; credits may be issued at our discretion.

Payments are due within 10 days via Direct Debit, 30-day terms via an alternative payment method can be arranged in special circumstances.

We increase prices annually (for non-contract customers) in line with the Consumer Price Index (CPI) rate + 3.9% published by the ONS each January, applied from April 1st each year. 30 days’ notice will be provided.

If mid-contract changes increase your charges, that are not due to legal or tax reasons, you may cancel with 30 days’ notice.

5. Fair Usage

All our tariffs include a Fair Usage Policy to ensure the service is used reasonably. Limits may vary depending on the underlying network (Vodafone, Three UK, O2, or EE). Full details of your tariff’s limits are available upon request. Exceeding these limits may result in restricted service or additional charges.

6. Software Use

Software provided is for your use only.

You may not modify, distribute, or share the software.

7. Using Our Service

Do not use the service illegally or for nuisance calls.

Follow our instructions and keep your account information up to date.

Comply with all applicable UK laws when using our services.

8. Ending the Agreement & Termination Charges

Early termination charges will be limited to the remaining cost of your service and any device payments due under your contract (including outstanding instalment balances under Section 16 and any unrepaid Kit Fund balance under Section 17).

You can end a contract after the initial term by giving 30 days’ notice.

9. Our Right to End the Agreement

We may terminate your service if you:

• Breach this agreement.
• Use services fraudulently.
• Become insolvent.
• Provide false information.
• This list is not exhaustive.

10. Complaints

We are required under the Communications Act 2003 and Ofcom’s General Conditions of Entitlement to be a member of an Ofcom-approved ADR scheme.

Please refer to our complaint’s procedure for full information. In summary, if your complaint remains unresolved after 6 weeks of raising it with us, you may refer the dispute to our independent Alternative Dispute Resolution (ADR) provider, CISAS. Use of this scheme is free. You can contact them via their website.

11. Liability Limits

Our liability is limited except for death or injury caused by our negligence.

We are not responsible for service issues caused by network outages or infrastructure problems.

12. Service Availability

We aim for continuous service, but may suspend for:

• Non-payment.
• Breach of spend cap.
• Breach of fair usage policy.
• Exceeding plan allowances without agreement.
• We are not liable for service outages caused by network issues.

13. Changes to the Agreement

We may update terms due to legal, tax, or CPI changes with 30 days’ notice.

If other mid-contract changes increase your charges, you may cancel with 30 days’ notice (disconnection fees will apply at £25 per connection).

14. Data Protection & Privacy

By signing up or using your SIM/eSIM, you consent to Pick Mobile Ltd processing your personal data as described in our Privacy Policy. You can withdraw consent or exercise your data rights at any time by contacting us.

15. Online Store Orders

15.1 Scope

These terms apply to orders placed through the Pick Mobile online store at www.pickmobile.co.uk/store. Our online store is a business-to-business (B2B) service. By placing an order, you confirm that you are acting in the course of your business and not as a consumer.

15.2 Placing an Order

Orders placed through the store are treated as a request to purchase, not a binding contract until accepted by us. Your order is accepted only when we dispatch a device, activate a SIM card, or begin providing the service — whichever occurs first. We reserve the right to decline any order prior to acceptance.

Any automated order confirmation emails, support tickets, or receipts you receive are acknowledgements of your order only and do not constitute acceptance.

Prices shown on the store are exclusive of VAT unless stated otherwise. VAT at the prevailing rate will be added to your invoice.

15.3 Pricing Errors

Whilst we make every effort to ensure pricing is accurate, prices are loaded from our tariff database and errors may occasionally occur. If we discover a pricing error after you have placed an order but before we have accepted it, we will notify you of the correct price and give you the option to proceed at the corrected price or cancel your order. We are not obliged to supply products or services at an incorrect price, even after an order has been submitted.

15.4 New Customers

If you are new to Pick Mobile, placing an order through the store will begin the process of opening an account. New accounts are subject to a status check and we reserve the right to decline to open an account at our discretion. A Direct Debit mandate must be set up before your order can be processed or services activated.

15.5 SIM Cards & Tariffs

SIM card tariffs are available on 30-day rolling, 12-month, and 24-month terms depending on the tariff selected. Activated SIMs cannot be returned but may be cancelled in accordance with the termination provisions in Section 8.

15.6 Devices & Returns

Devices that have been opened, activated, or used cannot be returned. If a device arrives faulty or damaged in transit, please contact us within 48 hours of delivery and we will arrange a replacement or refund. Returns are otherwise handled on a case-by-case basis at the discretion of Pick Mobile Ltd.

15.7 Consumer Cooling-Off Rights

As a B2B customer, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (distance selling cooling-off rights) do not apply to orders placed through our store.

15.8 Delivery

We aim to dispatch orders within 1–3 working days of acceptance (subject to stock availability and a valid Direct Debit being in place for new customers). Delivery is via Royal Mail or courier. We are not liable for delays caused by the carrier. Risk of loss or damage passes to you on delivery.

15.9 Electronic Signatures

Where an order includes tariffs with a contract term or device instalments, you may be asked to sign electronically as part of the checkout process. By providing an electronic signature, you confirm that you are authorised to enter into the agreement on behalf of your business and that you accept the relevant terms and conditions. Electronic signatures are legally valid under the Electronic Communications Act 2000 and the eIDAS Regulation (as retained in UK law).

16. Device Instalment Agreements

16.1 Scope

This section applies where you agree to pay for one or more devices over an instalment term rather than by a single upfront payment. The specific devices, quantities, prices, instalment term, and any upfront payment will be set out on your Instalment Agreement or Order Form.

16.2 Payment

Monthly instalment payments will be added to your Pick Mobile invoice and are due on or around the same date each month, commencing from the first payment date shown on your Instalment Agreement.

16.3 Ownership & Risk

The device(s) remain the property of Pick Mobile Ltd until all instalments have been paid in full. Risk of loss, damage, or theft passes to you on delivery.

16.4 Default

If you fail to make an instalment payment, we reserve the right to:

• Suspend your mobile service(s) until payment is received.
• Demand immediate payment of the remaining balance.
• Pass your details to a third party for debt recovery.

16.5 Early Termination of Airtime

If you cancel your mobile service/airtime before the instalment term ends, the outstanding balance for the device(s) becomes due immediately but can continue to be paid by instalments if preferred.

16.6 Early Settlement

You may settle the remaining instalment balance at any time without penalty. Contact us to request your settlement figure.

16.7 Condition & Warranty

Devices are supplied in new condition (unless otherwise agreed) and include the manufacturer’s standard warranty. Pick Mobile Ltd is not responsible for accidental damage, loss, or theft once delivered.

16.8 Direct Debit Requirement

A valid Direct Debit mandate must be in place before devices can be ordered or dispatched under an instalment agreement.

16.9 VAT

All instalment prices are exclusive of VAT unless stated otherwise. VAT will be charged at the prevailing rate.

17. Kit Fund

17.1 What is a Kit Fund?

Where agreed between you and Pick Mobile Ltd, we may allocate a pre-agreed hardware budget (“Kit Fund”) to your account. The Kit Fund is a spending allowance that you may draw down against for the purchase or upgrade of mobile devices and related hardware during your contract term.

17.2 Drawdown & Ordering

You may request devices at any time during your contract term up to the value of your remaining Kit Fund balance. Each drawdown will be confirmed in writing (email is sufficient). We reserve the right to decline requests that exceed the remaining balance.

17.3 Repayment

The Kit Fund balance is repaid via equal monthly instalments added to your Pick Mobile invoice over the agreed term. The monthly repayment amount, term, and start date will be set out on your Order Form or Instalment Agreement. The repayment provisions in Section 16 (including default, early termination, and early settlement) apply equally to Kit Fund repayments.

17.4 Ownership

Devices purchased using your Kit Fund remain the property of Pick Mobile Ltd until the Kit Fund balance has been repaid in full.

17.5 Unused Balance

If your Kit Fund has not been fully drawn down by the end of the contract term, the unused portion will be refunded or credited to your account within 30 days of the contract end date. No interest accrues on the unused balance.

17.6 Early Termination

If you terminate your agreement before the Kit Fund term ends, the outstanding (drawn-down) balance becomes due immediately. Any undrawn balance will be refunded in accordance with clause 17.5.

17.7 Direct Debit Requirement

A valid Direct Debit mandate must be in place before a Kit Fund can be activated, unless otherwise agreed.

18. Governing Law

This Agreement is governed by and construed in accordance with the laws of England and Wales. Any disputes arising under this Agreement shall be subject to the exclusive jurisdiction of the courts of England and Wales.