Terms and Conditions
The Services under the Agreement are provided to you by Vectone Mobile Limited, a company registered in England and Wales under company number 04553934, VAT Number 806 5059 36 trading as Vectone Mobile (hereinafter “Vectone Mobile”, “we”, “our” and “us”)
These words have the following meanings:
Account means the airtime account that we use to record your Charges;
Additional Services are services that we offer to supply which are added to the Services when you request them, or where we do not require you to request them when you use them. The Charges and terms and conditions for Additional Services are available online and from our customer services team;
Agreement means the contract between you and us for the sale and purchase of Services incorporating these terms and conditions, the terms of any Additional Services, the terms of your Allowance and/or the Charges for the Basic Services we have agreed to supply to you;
Allowance means the allowance of Services that we provide to you for an agreed recurring monthly Charge;
Basic Services means the services we have agreed to supply to you other than Additional Services including but not limited to call and messaging services that we provide using the Network;
Billing Date means the first day of the relevant calendar month;
Charges are the charges applicable for the Service including, but not limited to, usage charges, Allowance charges and the charges applicable for any Additional Services that you order from us or use;
Direct Debit means an instruction that you give to your bank to collect an amount directly from your bank account under the United Kingdom’s Direct Debit Scheme,
Equipment is any equipment you use to access the Services where that equipment is approved for use on the Network by us;
Minimum Term means the minimum period for which you have agreed to receive your Allowance;
Network means the mobile communications network we use to provide you with the Services;
Number means the mobile telephone number we assign to you or which you port to us which is associated with your Account;
Personal Information means information we hold about you that you provide to us or which we collect whilst providing the Service to you and includes but is not limited to personal data and traffic data;
Roaming means an Additional Service which allows you to use networks in foreign countries so the Services can be used whilst abroad. Additional Charges apply to roaming.
SIM card means a subscriber identity module (SIM) which stores data for GSM mobile users such as numbers, personal security keys and stored messages.
Services mean the Basic Services and any Additional Services that we provide to you which you access using a Vectone Mobile SIM.
Vectone Mobile SIM means a SIM card provided to you by us that remains our property and which when used with the Equipment grants you access to the Services;
Virus is a computer program that can corrupt, damage or destroy a computer system of its data without the permission and/or knowledge of the user of the system it infects.
Website means www.vectone.com
2. Agreement and Minimum Term
(a) This Agreement is formed once we accept a request for Services from you.
(b) Once the Agreement is formed, we will open an Account for you and provide you with a Number.
(c) Where we provide you with a Vectone Mobile SIM we will activate your Allowance when the Agreement is formed. This is however subject to Direct Debit approval and validation checks.
(d) A Minimum Term applies to the Agreement and is as set out in your Allowance. The Agreement will continue for the Minimum Term and you are liable for the Charges for the Minimum Term.
(e) The Agreement may be cancelled prior to the expiry of the Minimum Term in accordance with clause 9.
(f) When the Minimum Term expires, the Agreement will renew automatically for further periods of thirty (30) days unless and until terminated in accordance with clause 9.
3. Vectone Mobile SIM
(a) You agree to take all reasonable steps to prevent damage to or loss or abuse of the Vectone Mobile SIM.
(b) If your Vectone Mobile SIM is lost, stolen or damaged such that it no longer allows you to access the Services you must report it to customer services as soon as possible. We may charge you for a replacement Vectone Mobile SIM.
(a) We aim to enable you to always use the Services. Unfortunately these may be affected by matters beyond our control, including but not limited to the weather, other networks and faults, or by our maintenance of the Network.
(b) We will make all reasonable efforts to avoid periods of unavailability and to try and resolve any problems within our control as soon as possible.
(c) We use reasonable efforts to make commercial arrangements to enable Roaming but we cannot and do not guarantee the quality and coverage of foreign networks.
(d) Vectone mobile reserves the right to withdraw or suspend the services or to disconnect you if we suspect that offer is being used for commercial purposes, for conferencing, or if it is not being used in a handset (in a SIM box for example), or if it is being used for tethering.
5. Charges and Payment
(a) On your requesting Services by means of an Allowance, we will collect payment for the first month’s Allowance Charges by credit or debit card. Where you request Services on a date other than the Billing Date, any excess Allowance Charges paid for the first month’s Allowance Charges will be credited to the second month’s Allowance Charges. From the second month of your subscription onwards, your Allowance will be invoiced monthly in advance on the Billing date. The Allowance Charges will be taken by Direct Debit from the bank account associated with your Account on or on after the 10th of each month. Allowance Charges will be charged regardless of whether or not you have used all of your Allowance in the relevant month. You may elect to make a payment by credit or debit card instead of Direct Debit provided this is done prior to the seventh day of the month, Payments by credit or debit card mayincur an administration charge of £3 except for interim payments made pursuant to clause 5(d) below.In order to avoid any Services suspension due to failed Direct Debit payment, Customer may set up a credit card as alternative payment method. The credit card details can be provided by Customer at the time of registration with Vectone or updating the Vectone My Account details.Where applicable, Customer acknowledges and agrees that we may continue to collect the next scheduled Allowance Charges payment from the credit card after any failed Direct Debit payment.
(b) All additional Charges will be invoiced on the Billing Date and charged monthly in arrears on or after the 10th of each month. Unless you have elected to pay by credit or debit card prior to the relevant as set out in 5(a), Charges will be taken by Direct Debit and Charges will be collected by Gocardless Limited on behalf of Vectone Mobile.
(c) The Charges are available online at / and from our customer services department. Itemised bills are available by accessing your Account through our Website and these may be provided by a third party. You must pay all Charges before the due date as set out on your bill and such Charges must be paid by Direct Debit. Where you fail to pay the Charges by the due date and/or by Direct Debit, we may charge you interest at the rate of 2% above the base rate of Barclays Bank PLC and you will be responsible for any administration and/or collection fees we incur in the recovery of the late Charges. We may also debit the Charges due from the credit/debit card supplied by you. Please note we may also elect to terminate the agreement pursuant to clause 9.
(d) A credit limit equal to your monthly Allowance Charge will apply to your Account. Where your Account exceeds this credit limit, we may suspend your access to the Services. You are responsible for checking that your account does not exceed the credit limit. We may request that you make an interim payment prior to restoring your Account; this shall not exceed the Charges due in your Account.
(e) We wish to remind our customers that you will be subject to extra credit limits should you go beyond your monthly allowance. This limit will only effect calls and texts - but not your data usage.
(f) Where you elect to switch your subscription to another Allowance, you will remain on and be charged your current Allowance until the next Billing Date where your new Allowance will be activated.
(g) Calls to Isle of Man, Bailiwick of Guernsey and Bailiwick of Jersey will be charged at standard rates and are not included in pay monthly Plan.
(h) The Credit and Debit Card payments are processed by the Vectone Group company Chillitalk Limited (registered in the United Kingdom under number 5506630, registered office at 54 Marsh Wall, London E14 9TP, United Kingdom) (“Merchant”) on behalf of Vectone Mobile Limited (registered in the United Kingdom under number 4553934, registered office at 54 Marsh Wall, London E14 9TP, The United Kingdom). Customer acknowledges and agrees that he/she shall revert any dispute concerning Direct Debit / Credit Card payment exclusively to Vectone Customer Service. In the event that Customer will dispute the Direct Debit/ Credit Card payments not in compliance with the above provisions, Vectone reserves the right to suspend the Services.
(i) Security of your personal information: Vectone Mobile uses advanced security technologies and procedures to protect your personal information from unauthorised access. Your details, credit card numbers and PINs are protected with Secure Socket Layer (SSL) encryption when transferred over the internet.
6. Use of Services and your obligations
(a) You agree NOT to use the Services and NOT to permit any third party to use the Services:
i. For anything unlawful, immoral or improper;
ii. To make offensive or nuisance communications in whatever form, or to make or receive reverse charge calls;
iii. With equipment that is not approved for use with the Network including, but not limited to, SIM-boxes and SIM-gateways;
iv. To supply goods or services to any third party;
v. To send, receive, upload, download or otherwise facilitate any material which is offensive, indecent, defamatory, of a menacing nature, a nuisance, a breach of privacy, an infringement of copyright or any other intellectual property right or otherwise unlawful;
vi. To gain access to the services of any third party voice over internet protocol calling provider unless expressly permitted by us;
vii. To transmit a Virus; and
viii. For the purposes of providing telephony and/or other services to third parties which rely on the Services.
(b) You agree TO:
i. Give us any information we reasonably request;
ii. Follow our reasonable instructions;
iii. Comply with the instructions and demands of other networks where you are roaming;
iv. To inform us of any changes in your contact details where you have previously registered these with us. Where you fail to do so you agree that delivery of notice to the contact details we have is effective; and
v. Tell us of any claim as soon as possible
vi. Pay the Charges as they fall due.
(c) Fair use policies may apply to specific Services that we provide to you. Where they do we will post them on our website and you agree to abide by them.
(d) Any failure to comply with any of the terms of this clause 6 is a breach of this Agreement that entitles us to terminate this Agreement.
(i) Unlimited SMS has limit of 100 SMS per day.
(ii) Standard rate will be applied beyond 100 SMS.
(iii) Each minute will be deducted twice, when the customer call to Pakistan Mobilink operator.(For example if you spend an hour on the phone you will lose two hours worth of minutes.)
(a) Where you order Services from us and we have confirmed acceptance of your order the following terms apply:
(i) If the SIM is defective, you must inform us within 14days. If you fail to do, you are deemed to have accepted the SIM.
(ii) Where a claim of defect or damage is made we shall deactivate the Services. If on inspection / investigation we find the goods to be defective, you shall be entitled to provision of replacement Services of the same type and denomination.
(iii) In addition to the rights set out herein, you may have statutory rights under the Consumer Contracts Regulations 2013 as follows:
(1) Under the Consumer Contracts Regulations 2013 in the United Kingdom, as a UK resident, you have the right to cancel the Agreement until the end of the 14th day after the date on which a contract for purchase is formed between you and us.
(2) Where you use or not use the Services before your right to cancel expires, you lose the right to cancel the Agreement.
(3) Where you have the right to cancel and want to cancel the Agreement you must write to our customer services team at 54 Marsh Wall, London E14 9TP or to firstname.lastname@example.org ensuring that your communication reaches us before the expiry of your right to cancel.
(4) Where you have the right to cancel and give you notice to us that you want to cancel, we agree to return any payment made by you within 30 days of the date on which we receive your notice.
(5) If the order has not been delivered to the address you defined within 14 calendar days from the order date, you can claim for the refund of the SIM card price paid and at the same time Vectone will proceed legally to cancel the order. Customer acknowledges and agrees that the written notice of missed delivery should be received by Mundio within the 14th day from the order.
8. Suspension of the Services
(a) We may suspend or cease supplying the Services to you without warning where:
i. You are in breach of one or more terms of these terms and conditions or someone who uses your Vectone Mobile SIM or Equipment is in breach of them;
ii. the Network breaks down or needs maintenance. Vectone Mobile tries to minimise these cases;
iii. anyone who uses the Equipment or a Vectone Mobile SIM does not keep to the conditions of this Agreement; and
iv. your use of the Services damages the Network or puts the Network at risk.
(b) Where we suspend this does not affect your obligation to pay the Charges, save in the event of suspension or disconnection as a result of our maintenance of the Network which extends beyond three days and affects the entire Network in which case we will not charge any service Charges for the period in which you cannot use the Services.
(c) We may apply a fee to reconnect the Services where we have suspended them and/or disconnected any Vectone Mobile SIM from the Network under 8.(a)i., 8.(a)iii. or 8.(a)iv.
(d) Our right to suspend the Services under this clause 8 does not affect any other rights we have to suspend or terminate this Agreement.
(a) Either party may cancel the Agreement on giving at least thirty (30) days’ written notice which is subject to prior SIM card holders’ validation. If the validation check fails, your contract will not be terminated. Where you cancel the Agreement, you must pay the Charges due on your account including Allowance Charges due for the remaining Minimum Term, if any. These outstanding Charges will be collected by Direct Debit or where you elect to do so or the Direct Debit fails, from your credit or debit card. For the avoidance of doubt, porting your number to another communications provider has the effect of terminating the Agreement.
It is Customer’s responsibility to pay all the outstanding charges due before cancellation. Once the outstanding dues are paid, Customer must cancel the Direct Debit setup with their bank.
(b) You may also terminate the Agreement where Vectone Mobile is in breach of a material term of the Agreement which is not remedied within 14 days of you asking us to do so.
(c) We may terminate this Agreement IF:
i. You are in breach of any term of this Agreement which is incapable of remedy or where you are in breach and we have asked you to remedy that breach but you have not within 7 days of our asking you to do;
ii. Wesuspend it in accordance with clause 8;
iii. You become insolvent or are made bankrupt; or
iv. We are no longer allowed to operate the Network or provide you with the Services.
v. the Direct Debit approval set out in clause 2(c) fails or is cancelled by you, in which case we will debit the Charges due (including an amount equivalent to the 30 day notice period referred to in 9(a) above) from the credit/debit card supplied by you and the Agreement will be deemed terminated.
(a) All written notices to us have to be sent to:
54 Marsh Wall
London E14 9TP
(a) Save for personal injury or death as a result of our negligence our liability to you under this contract is limited to £3,000 for an incident and all related incidents and a maximum of £6,000 in any 12 month period. Notwithstanding the foregoing, we are not liable to you in any way for any loss of income; business or profits; or for any loss or damage that was not reasonable foreseeable when you entered into this Agreement.
(b) We are not liable to you where we cannot fulfill our obligations under this Agreement as a result of something beyond our reasonable control and expectations.
(c) We are also not liable to you where we are unable to provide the Services as a result of the maintenance of our Network.
(d) Where you lose the Vectone Mobile SIM or it is stolen you remain liable for any Charges incurred whilst the Vectone Mobile SIM is not in your possession but before you tell us that is has been lost or stolen. This includes, but is not limited to cases where your Vectone Mobile SIM is cloned.
(e) If as part of the Services we enable you to access the internet you agree that we are not liable for any content that you access, upload or download whether knowingly or not except for content that we make available to you directly.
(f) This clause 11 survives the termination of this Agreement.
12. Third parties
(a) This Agreement shall not confer any benefit on a third party under the Contracts (Rights of Third Parties) Act 1999.
(b) Notwithstanding the foregoing you may be capable of contracting with one or more third party when you use the Services. Where you contract with a third party whilst using the Services you confirm and understand that we are not a party to that Agreement even where payments due to that third party are deducted from Multifunctional Top-up Vouchers recorded against your Account.
(a) We may make reasonable amendments to the Agreement on giving you prior notice.
(b) We may also change your Number where we reasonably require. Where we do so, we will give you prior notice and explain why.
(c) Amendments will also be published on the website and you agree that the publishing of these notices has the same effect as our giving you written notice by post.
(a) You may not transfer any rights or responsibilities under this Agreement without our expressed written consent.
(b) We may assign this Agreement at any time without your prior consent provided that such assignment does not affect the Services.
(c) Failure by us to enforce any of the terms of this Agreement shall neither be construed as a waiver of any right or remedy nor shall in any way affect the validity of this Agreement, or any part thereof, and no waiver of a breach of this Agreement shall constitute a waiver of any other breach.
(d) Termination of this Agreement shall not operate as a waiver of any breach by you of any of the terms of this Agreement and shall be without prejudice to our rights or remedies which might arise as a consequence of such breach, or which may have accrued up to the date of such termination.
(e) A finding that a term of this Agreement is, or has become, invalid, illegal or unenforceable in any respect under governing law shall not affect or impair the validity, legality or enforceability of any other terms of this Agreement so long as the purpose of this Agreement is still capable of performance.
(f) This Agreement is governed by the Laws of England and Wales and any dispute arising out of this Agreement is subject to the jurisdiction of the Courts of England and Wales.
(g) Notwithstanding the above you may be able to refer a dispute arising out of this Agreement for alternative dispute resolution pursuant to our Customer Complaints Code (which can also be requested from our Customer Services Team).
15. Switching from PAY AS YOU GO to PAY MONTHLY
Customers who decide to switch from PAY AS YOU GO to PAY MONTHLY will lose the benefit of any outstanding Credit, offer and/or bundle registered on their Account and will need to pay the full price of their PAY MONTHLY subscription, regardless of the amount of outstanding Credit on their Account at the time they decide to switch.
16. Allowance Specific Terms
i. All bundle minutes/texts/internet exclude roaming use, calls to international destinations and calls/texts to number translation services, premium rate numbers, 0870 numbers and personal numbers.
ii. Standard Pay monthly rates apply to any usage in excess of your bundle Allowance (or fair use policy limits) and for usage Charges for Additional Services or services not included in your Allowance.
iii. Fair usage policy: In order to avoid fraudulent and/or commercial misuse, SMS usage is subject to a fair use policy of 100 SMS per day. Once your usage reaches this amount, your SMS feature will get blocked and you will need to contact our Customer Service Team to justify your usage and get it unblocked.
iv. The offer is for non-commercial, private, personal use only - Vectone mobile reserves the right to withdraw or suspend the services or to disconnect you without prior notice and with immediate effect if we suspect that offer is being used for commercial purposes, for conferencing, or if it is not being used in a handset (in a SIM box for example), or if it is being used for tethering or any other reason Vectone reasonably suspects that you are not acting in accordance with this policy where we consider that the usage was illegitimate (for instance in case of abusive, unusual or fraudulent usage).
v. The Minimum Term of all bundles is thirty (30) days.
17. Using data while roaming
i. Customer will receive notification on your monthly data limit.
ii. Customer will be automatically limited for £36.39 (€50).
iii. Customers will be notified at 80% and 100% of their monthly data limit.
iv. Once customer reaches 100% of data limit, data usage will be blocked.
v. Data usage will also be notified at the next charging point when you are in UK and Europe and for rest of the world it’s when midnight in the UK.
18. Unblocking and blocking the data usage.
i. Text UNBLOCK to 345 or call 322 from Vectone for free.
i. Text BLOCK to 345 or call 322 from Vectone for free.
Any customer requesting his/her PAC code will receive it within two hours through text message, except in the following situations:
i. The number does not belong to any of our customers;
ii. The account for the number has been terminated (because it has not been used for more than 120 days or for any other reason);
iii. The account holder has died;
iv. A PAC code has already been issued for this number and is still valid;
v. The customer has not adequately proved that he/she is the legitimate account holder.
Your PAC code is valid for 30 days from the date we give it to you.We will then let you know whether you have fulfilled any contractual obligation you may have with us.
Supplying the PAC Code to your alternative Mobile Network, will cease your current contract with us. Once it will be ceased, you will receive from us your final bill.
We strongly advise to not cancel any Direct Debits until your final bill is fully settled.