Part A — General Terms

These General Terms apply to everything we supply. The schedule for each product you take (Mobile, Hardware, VoIP) also applies; if a schedule and these General Terms conflict, the schedule wins for that product.

1. Definitions

Agreement: these General Terms, the schedules for the products you take, your Order Form and your Tariff. The terms that apply are always the latest version published at www.pickmobile.co.uk/tc/, as updated under Section 11.

Kit Fund: a pre-agreed hardware budget allocated to you for the purchase or upgrade of devices during your contract term. See Schedule 2.

Service: any service we provide to you, including mobile airtime, mobile internet, SMS, VoIP (hosted telephone) services, telephone numbers and equipment.

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

Schedule: the product terms for a type of Service: Schedule 1 Mobile, Schedule 2 Hardware, Schedule 3 VoIP.

2. Agreement scope and duration

We provide Services and/or devices under these terms.

The contract for a Service starts when we activate it or start billing you for it, whichever is first.

Each Service has its own minimum contract term, shown on your Order Form and in its schedule, of no more than 36 months unless you have agreed otherwise.

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

3. Charges and 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 by Direct Debit. 30-day terms by another payment method can be arranged in special circumstances.

We increase prices annually for non-contract customers. We’ll give 30 days’ notice with the new cost in pounds and pence; see Section 11.

4. Software use

Software we provide is for your use only. You may not modify, distribute or share it.

5. Using our Services

Do not use the Services 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.

6. Ending the Agreement and termination charges

Early termination charges are limited to the remaining cost of your Service for its minimum term and any device payments due under your contract, including outstanding instalment balances and any unrepaid Kit Fund balance under Schedule 2.

You can end a Service after its minimum term by giving 30 days’ notice.

7. Our right to end the Agreement

We may end your Services if you:

• breach this Agreement;
• use the Services fraudulently;
• become insolvent;
• give us false information.

This list is not exhaustive.

8. 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 6 weeks after 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.

9. Liability

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.

10. Service availability

We aim for continuous service, but may suspend a Service for:

• non-payment;
• breach of a spend cap;
• breach of fair usage;
• exceeding plan allowances without agreement.

We are not liable for service outages caused by network issues.

11. Changes to the Agreement

We may update these terms from time to time; the current version is always published at www.pickmobile.co.uk/tc/. We may increase your monthly charges from time to time (annually for non-contract customers). We’ll give you at least 30 days’ notice, showing the new charges in pounds and pence. If a change increases what you pay and isn’t required by law or tax changes, you can cancel the affected Services within 30 days of our notice without paying early termination charges

12. Data protection and privacy

By signing up or using our Services, 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.

13. Online store orders

13.1 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.

13.2 Placing an order. Orders placed through the store are a request to purchase, not a binding contract until we accept them. Your order is accepted only when we dispatch a device, activate a Service or begin providing it, whichever is first. We may decline any order before acceptance. Automated confirmation emails, support tickets and receipts acknowledge your order only and are not acceptance. Prices on the store are exclusive of VAT unless stated otherwise; VAT at the prevailing rate is added to your invoice.

13.3 Pricing errors. We make every effort to ensure pricing is accurate, but errors may occasionally occur. If we find a pricing error after you order but before we accept, we will tell you the correct price and give you the option to proceed at that price or cancel. We are not obliged to supply at an incorrect price, even after an order has been submitted.

13.4 New customers. If you are new to Pick Mobile, an order through the store begins the process of opening an account. New accounts are subject to a status check and we may 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.

13.5 Returns. Activated Services cannot be returned but may be cancelled under Section 6. Device returns are covered by Schedule 2.

13.6 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.

13.7 Electronic signatures. Where an order includes a contract term or device instalments, you may be asked to sign electronically. By doing so, you confirm that you are authorised to enter into the agreement on behalf of your business and that you accept the relevant terms. Electronic signatures are legally valid under the Electronic Communications Act 2000 and the eIDAS Regulation as retained in UK law.

14. Governing law

This Agreement is governed by the laws of England and Wales. Any disputes arising under it are subject to the exclusive jurisdiction of the courts of England and Wales.

Schedule 1 — Mobile Services

This schedule applies to mobile SIM and eSIM services. The General Terms also apply.

M1. Contract term. Each SIM or eSIM has its own minimum term, shown on your Order Form, from its connection date. SIM tariffs are available on 30-day rolling, 12, 24 and 36-month terms depending on the tariff.

M2. Usage caps. Each line has a usage cap of £5 per month by default, the minimum on every network. Where a usage cap is set, eligible out-of-bundle charges on that line are capped at that amount each billing month. The cap doesn’t apply to certain usage (charity donations, competition entry charges and similar). Non-eligible usage is always charged in full. Please refer to the rates table or contact us for more information.

M3. Fair usage. All our mobile tariffs include a Fair Usage Policy so 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 on request. Exceeding these limits may result in restricted service or additional charges.

M4. Moving your number. You can move (port) your mobile number to another provider using a PAC code, which we will provide on request. Early termination charges under Section 6 of the General Terms still apply if the line is within its minimum term.

M5. Annual price changes. In-contract prices may be increased as set out on your Order Form, and changes are notified under Section 11 of the General Terms.

Schedule 2 — Hardware

This schedule applies to devices and equipment, including mobile phones, desk phones and accessories, bought outright, on instalments or through a Kit Fund. The General Terms also apply.

H1. Delivery

We aim to deliver devices on time but are not liable for third-party courier delays. You may cancel a device order if delivery is significantly delayed.

We aim to dispatch orders within 1–3 working days of acceptance, subject to stock and a valid Direct Debit being in place for new customers. Delivery is by Royal Mail or courier.

H2. Condition, ownership and returns

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 all instalment payments under H3 or Kit Fund repayments under H4.

Devices that have been opened, activated or used cannot be returned. If a device arrives faulty or damaged in transit, contact us within 48 hours of delivery and we will arrange a replacement or refund. Other returns are handled case by case at our discretion.

H3. Device instalment agreements

H3.1 Scope. This applies where you pay for one or more devices over an instalment term rather than in one payment. The devices, quantities, prices, instalment term and any upfront payment are set out on your Order Form.

H3.2 Payment. Monthly instalments are added to your Pick Mobile invoice and are due on or around the same date each month, starting from the first payment date on your Order Form.

H3.3 Ownership and risk. Devices remain the property of Pick Mobile Ltd until all instalments are paid in full. Risk of loss, damage or theft passes to you on delivery.

H3.4 Default. If you miss an instalment, we may:

• suspend your Services until payment is received;
• demand immediate payment of the remaining balance;
• pass your details to a third party for debt recovery.

H3.5 Ending a Service early. If you cancel the Service a device is used with before the instalment term ends, the outstanding balance for the device becomes due immediately but can continue to be paid by instalments if you prefer.

H3.6 Early settlement. You may settle the remaining balance at any time without penalty. Contact us for your settlement figure.

H3.7 Condition and warranty. Devices are supplied new unless agreed otherwise and include the manufacturer’s standard warranty. We are not responsible for accidental damage, loss or theft once delivered.

H3.8 Direct Debit. A valid Direct Debit mandate must be in place before devices can be ordered or dispatched under an instalment agreement.

H3.9 VAT. Instalment prices are exclusive of VAT unless stated otherwise. VAT is charged at the prevailing rate.

H4. Kit Fund

H4.1 What it is. Where agreed, we may allocate a pre-agreed hardware budget (Kit Fund) to your account, which you can draw down against for devices and related hardware during your contract term.

H4.2 Drawdown. You may request devices at any time during your contract term up to your remaining Kit Fund balance. Each drawdown is confirmed in writing (email is enough). We may decline requests that exceed the remaining balance.

H4.3 Repayment. The Kit Fund balance is repaid by equal monthly instalments on your Pick Mobile invoice over the agreed term, set out on your Order Form. H3’s default, early termination and early settlement terms apply equally to Kit Fund repayments.

H4.4 Ownership. Devices bought with your Kit Fund remain the property of Pick Mobile Ltd until the Kit Fund balance is repaid in full.

H4.5 Unused balance. Any undrawn Kit Fund at the end of the contract term is refunded or credited to your account within 30 days of the contract end date. No interest accrues on the unused balance.

H4.6 Ending early. If you end your agreement before the Kit Fund term ends, the drawn-down balance becomes due immediately. Any undrawn balance is refunded under H4.5.

H4.7 Direct Debit. A valid Direct Debit mandate must be in place before a Kit Fund can be activated, unless agreed otherwise.

Schedule 3 — VoIP Services

This schedule applies to hosted telephone (VoIP) services, including user licenses, telephone numbers and related extras. The General Terms also apply.

V1. Scope. VoIP services let your users make and receive calls over the internet on desk phones, computers and mobile apps, depending on the license you take.

V2. Minimum term. Each user license and extra has its own minimum term, shown on your Order Form (12, 24 or 36 months). Early termination charges under Section 6 of the General Terms apply if a license or extra ends before its minimum term.

V3. Calls. Bundled licenses include calls to UK landlines (01, 02 and 03 numbers) and UK mobiles (07 numbers, excluding personal numbers, pagers and non-UK numbers), subject to fair use. Calls received on your numbers (inbound) are charged at 0.6p per minute ex VAT. Other calls, including international, premium-rate and non-geographic numbers, are charged at our current rates, available on request.

V4. Telephone numbers. We provide telephone numbers for your use while you are our customer. You may move (port) your numbers to another provider under V5 and V6.

V5. Notice. To cancel a VoIP service or to port numbers away, you must give us at least 30 days’ written notice.

V6. Porting fees. Moving a number to us is charged at £17.50 per number; multi-line numbers are priced on request. Moving a number away from us is charged at £15.00 per number, plus any charges due under your Agreement.

V7. Emergency calls. You can call 999 and 112 using our VoIP service. However:

• emergency calls may not work during a power cut or if your internet connection fails;
• the emergency services use the address you have registered with us to find you, so you must keep it up to date and tell us before moving equipment to another address;
• calls made from apps on mobile devices may not give your exact location.

We recommend keeping another way to call 999, such as a mobile phone.

V8. Equipment. Desk phones and other equipment are covered by Schedule 2.

V9. Fair use. Inclusive calls are for normal business use. Unusual use, such as call centers, auto-dialers or resale, may be charged or restricted.