Terms & Conditions

Free Mobiles2u/Surecall Telecoms Ltd Terms and Conditions

These Terms & Conditions apply to any customers placing orders online or over telephone with us:

1. Payment and Ownership of Goods
1.1. We accept payment by Visa, Delta, Maestro, and MasterCard. Surecall Telecoms Ltd will never debit any credit/debit card until the order is ready for dispatch. Your bank however may 'hold' or 'allocate' the funds for the transaction. In these Terms and Conditions of Business:- "Goods" means goods or products offered for sale by us. "Goods" also means mobile phones that are discounted or supplied free with monthly paid contracts.
1.2. "Promotional Product" means an item or product offered free of charge with goods that have been supplied and paid for, or discounted to free.
1.3. Goods and promotional products supplied by us remain our property until the goods are paid for in full. If payment is declined by your cardholder, or your cheque is not honoured by your bank, whether before or after dispatch of the goods to you, we will treat the order as cancelled. If the goods and promotional products have been dispatched we may:-
a) Require you to return the goods and the promotional products to us in good condition within 7 days; or
b) Require you to pay in full by satisfactory alternative means within 7 days.
1.4. Any claim or obligation under this Clause is without prejudice to our rights under Clause 14 of these Terms and Conditions of Business.
1.5. We verify your credit card details when we take payment for your phone handset. Even if your handset has no up-front costs we will still debit a sum of money from your credit card account for the purposes of credit card verification. This is ONLY for verification purposes and the sum debited will be immediately, automatically refunded, however banks can take up to 5 days to process refunds. After this transaction is complete we will then take payment for your phone handset or any other items in your basket that require a value to be paid to Us. No funds will be debited from your credit card account for a handset that has been sold as 'FREE'.

2. Placing an Order & Stock Availability
2.1. All items offered on our website are subject to availability. We endeavour to advise on our website any items that are currently out of stock, wherever possible. If an item ordered is out of stock we will notify you within two working days of your order being placed. We shall advise you of the likely time scale of any delay, but you are of course at liberty to cancel your order.
2.2. Orders for any of our products can be placed via our Secure Online Server, by telephoning our by telephoning our Sales Team on 08432896671
2.3. All required fields and sections of our order forms must be completed with the correct information.
2.4. We aim to process and dispatch all orders as quickly as possible - usually within two working days. Business orders may take longer due to verification and credit checking processes.
2.5. All orders are checked by our Order Verifying Team for the security of both you and us. Our Order Verifying Team or the mobile phone network may request proof of address and/or proof of identification from you before your order can be processed. If this is the case we will contact you giving you full details of what is required.
2.6. If you are paying for your order by credit or debit card we may carry out checks or "authorisations" with the card issuer for security reasons. If any problems occur with the authorisation of your credit or debit card we will contact you with further details.
2.7. All applications for a pay monthly mobile phone "contract" are subject to a credit check - the mobile phone network may in some cases ask for a security deposit to be paid by the applicant before a connection can be made. The network may also decline your application in certain instances. If either of these occur we will contact you and advise you of the situation.
2.8. Complications caused by any of the above in Clauses 1.3 - 1.7 may cause a delay in the processing and dispatch of your order.
2.9. For anti-fraud reasons customers can order no more than two contract mobile phones from us in any four month period.

3. Website Accuracy
3.1. Our Website Production & Design team work extremely hard to ensure our website is as accurate as possible and in order to achieve this our website is updated on most days.
3.2. However we cannot guarantee the accuracy of information supplied, especially such things as product specifications, network tariffs, call charges and special offers and promotions which may change without prior notice, before or after you have placed your order with us.
3.3. Products, prices, offers, tariffs and promotions are valid only for the period they are displayed on our website (unless otherwise stated) - all of which are subject to availability. If any of these should change to your detriment or become unavailable in the period after you have placed an order with us we will contact you before proceeding with the order.
3.4. Pictures of products are as a representation only and should be used only as a guide. Specifications and/or colours of products may change without prior notice.

4. Product Warranty
4.1. All products come with a 12-month manufacturer's warranty. This warranty does not affect your statutory rights which cannot be excluded or restricted at law.
4.2. Additional insurance and extended warranty periods for mobile phone handsets maybe available at an extra cost on certain products. We do advise that you consider taking this "Insurance" wherever possible.

5. Delivery
5.1. We will endeavour to process all orders placed before 3pm Monday to Friday the following day, and then dispatch for FREE next working day delivery. If we are unable to process and dispatch your order in this time we will notify you as soon as possible.
5.2. Delivery will be made to the address that your mobile phone and credit card is registered to.
5.3. When your order is ready for dispatch you will be contacted by our dispatch team who will discuss a date you are available to take and sign for your order.
5.4. All deliveries are subject to stock availability at the time of order processing.
5.5. Delivery of contract mobile phones is subject to you passing security, identification and network credit checks.
5.6. Surecall Telecoms Ltd cannot be held responsible for any delivery delays with Royal Mail or any other courier or delivery supplier. Delivery is subject to the availability of the delivery service.
5.7. Delivery times may vary for non-mainland and Highlands deliveries, depending on carrier.
5.8. Delivery suppliers will attempt delivery one or more times and will make your delivery available for collection from a depot, warehouse or other depository in the event of an unsuccessful delivery. After which, your delivery will be returned to us. In this occurrence will be a charge of £12.00 for re-delivery. Re-delivery should be arranged by contacting our customer experience team.

6. Privacy of Information
6.1. Any information collected by Surecall Telecoms Ltd, including that gathered at the time of ordering/registration, is collected lawfully and in accordance with the Data Protection Act 1998.
6.2. Surecall Telecoms Ltd do not sell any customers' personal information, including email addresses, to any organisation or third-party. Customers' information may be transmitted to other companies (ie. the mobile phone networks) for purpose of processing orders placed with us, or for providing additional services that are related to orders that have been placed with us.
6.3. You agree that we may use Personal information provided by you in order to conduct appropriate anti-fraud checks. Personal Information that you provide may be disclosed to a credit reference or fraud prevention agency and relevant authorities, which may keep a record of that information.
6.4. From time to time we may send you information via email or post regarding your purchase or regarding other services/products available from Surecall Telecoms Ltd. We would always provide an "opt-out" or "unsubscribe" option in any electronic correspondence to enable you to stop any further mailings if you so wished.
6.5. If you require any further information regarding our Privacy of Information policy please email orders@free-mobiles2u.co.uk.

7. Pricing
7.1. Unless we indicate otherwise, all prices stated include VAT and delivery within the United Kingdom (excluding Eire). Errors and Omissions are excepted.

8. Mobile Phone Contract Connections and SIM Card Connections
8.1. All mobile phone contracts are subject to a minimum contract term. All contract connections are subject to status and acceptance by the Network concerned to United Kingdom residents aged 18 years or over. Contract upgrades are also subject to a further minimum term contract.
8.2. A credit check will be carried out by the network/provider prior to connection using the information supplied by the applicant. We will always advise the applicant of any negative credit assessments and connection refusals. Surecall Telecoms Ltd cannot be held responsible for the result of any credit assessments or for any delays caused by insufficient or incorrect information being supplied by the applicant. See also Clause 1.7.

9. Returning Products
9.1. If for any reason you wish to return a product or receive a replacement product please call our customer experience team on 0800 00 6000 for assistance.
9.2. We would request that you contact our customer experience team as soon as any problem becomes apparent.
9.3. We will deal with all replacements and refunds with high priority.
9.4. Replacements will be sent out when the original item is returned.
9.5. It is the customer's responsibility for the safe return of all goods. All items returned under our 7 day return policy (i.e. none faulty) must be returned as they were received with their original packaging and full contents included, along with original documentation and proof of purchase. Items returned in a less than pristine condition and/or with damaged or missing packaging will incur charges to cover the cost of the items. These charges will be pursued by Surecall Telecoms Ltd.
9.6. Customers who have ordered a mobile phone with an electrical Free Gift who wish to exercise their 7 day right to cancel under the ‘Consumer Protection (Distance Selling) Regulations 2000’ must return both their mobile phone handset and their Free Gift to us within 7 days of receipt. If either of the items are not received within this time period, or either the handset has been used (connected to the mobile phone network for the purpose of calls, texts or internet use) or the free gift has been used (for example user accounts set-up on a laptop) then it cannot be accepted as a 7 day cancellation and you will be liable for the full duration of your contract.
9.7. Refunds cannot be given if we judge that the product has been wilfully damaged, misused, neglected, overloaded, modified, adapted or repaired.
9.8. Where goods become faulty within the first 28 days and qualify for an exchange, the faulty items must be returned to us, with the original packaging, within 28 days of the date of Invoice. Items returned as faulty and subsequently found to be subject to customer damage will incur charges. These charges will be pursued by Surecall Telecoms Ltd.
9.9. Should the return be because of a change of mind the customer will be responsible for all return postage costs. All returns must be made within the first 7 days. For contract mobile phones all returns must be made within 7 days of the date of connection.
9.10. We will only refund postage or supply a prepaid packet for faulty items that are returned to Surecall Telecoms Ltd within the first 28 days.
9.11. If returned goods cannot be accepted due to clause 9.7 or for any other reason, a charge of £12.00 will be made to cover postage and packaging back to the customer.

10. Returning Contract Connections and Contract SIM Connections
10.1. If you are dissatisfied in any way with any contract connection or contract sim connection it is essential that you return it to Surecall Telecoms Ltd within 7 days of connection. The day the handset/sim is connected by Surecall Telecoms Ltd is classed as day one. This is usually the date which appears on your delivery Invoice.
10.2. Upon safe return of the product we will remit to you a full refund.
10.3. All items must be returned as they were received with the original packaging and full contents included along with original documentation and proof of purchase.
10.4. Unless faulty, mobile phones cannot be returned if they have been used. This includes (but is not exclusive to) making calls, sending texts, using the Internet or setting up email accounts, taking photos, copying files or data to the device or using applications.
10.5. Where a refund is sought we reserve the right to charge the initial cost of delivery. We will not charge for the initial costs of delivery where the product supplied was not of satisfactory quality.
10.6. Clause 10 does not apply to pay as you go or pre-paid hand set packages. See Clause 9.

11. Your Legal Rights as a Consumer
11.1. These Terms and Conditions do not affect any of your statutory rights, which cannot be excluded or restricted at law.

12. Complaints
12.1. If you have cause for complaint regarding any service or product provided by Surecall Telecoms Ltd please email full details to customerservices@free-mobiles2u.co.uk.
12.2. We endeavour to respond to all complaints within two working days and aim to resolve any problems as soon as we can after receiving details of a complaint.

13. Mobile Number Portability
13.1. Should your mobile number transfer be delayed, we cannot be held responsible for any delay occurring after our initial setting up of the procedure with the relevant network, as the mobile number transfer is then totally the responsibility of the two networks and/or service providers involved.
13.2. If your mobile number transfer spans over two separate calendar months we cannot be held responsible for any tariff or line rental changes imposed by the mobile phone networks and service providers.
13.3. We cannot be held responsible for any additional network or call charges, or any loss or damage resulting from a delay in the processing of your port or an inability to port your number.

14. Early Termination of Air Time Contracts / Changing of Tariffs
14.1. Our offers with monthly contract phones and packages are totally dependent on the tariff selected therefore:-
14.1.1. In the event that you are disconnected from your network for any reason within the period of your minimum term contract, you will be invoiced for the minimum sum of 300 GBP plus VAT per handset to cover the costs of the goods provided, loss of income and administration. Invoices will be referred to our Debt Collection Agency. All charges and legal fees incurred will be the responsibility of the customer and will be legally enforceable.
14.1.2. Disconnections arising during the initial 7 day period are the only exceptions to the above clause 14.1.1
14.1.3. You must not downgrade your tariff at any point during your minimum term. In the event that you do, we will invoice you the minimum sum of 100 GBP plus VAT per handset. The charge will be dependant on the tariff selected at the time of the downgrade. A downgrade will also affect any outstanding cashback. Also see 14.1.5.
14.1.4. It is important to note that Orange will automatically downgrade to a Talkshare handsets connected by Free Mobiles2u/Surecall Telecoms Ltd, that subsequently have existing handsets added to them as sharers of the tariff set up by Free Mobiles2u/Surecall Telecoms Ltd. In this instance clause 14.1.3 will apply. It is in your interest not to add handsets, connected prior to that set up by Free Mobiles2u/Surecall Telecoms Ltd, as sharers within your minumum term contract.
14.1.5. It is important to note that some networks and service providers will not allow you to downgrade your tariff during your contract. It is in your interest to select the lowest tariff that is most suitable for your needs at the commencement of your contract. You may upgrade your tariff with all networks.
14.1.6 Should you 'buy-out' your contract early by paying the network the value of the remaining line rental, you will no longer be eligible to claim any redeemable offer from Free Mobiles2u/Surecall Telecoms Ltd.
14.1.7. In the event that you are disconnected from your network for any reason within the minimum term contract, you will no longer be eligible to any redeemable offer or cashback from Free Mobiles2u/Surecall Telecoms Ltd.
14.1.8. In the event that we are notified by the network of a default on payment, you will no longer be eligible to any redeemable offer or cashback from Free Mobiles2u/Surecall Telecoms Ltd, until you provide proof that the three months bills subsequent to the month in which the default occurred have been paid in full.
14.2. Should you have supplied us with your credit or debit card details you hereby expressly authorize us to deduct the above amounts from your card account in the event of either of the above conditions arising.

15. Orders Taken via the Telephone
15.1. We aim to give the most accurate and up to date information available when taking telephone orders. However Surecall Telecoms Ltd cannot be held responsible for networks, service providers, manufacturers and their distributors who from time to time change specifications, terms and conditions and offers.
15.2. Having read our terms and conditions we recommend that you check the appropriate network and service provider terms & conditions and charges to ensure that you are completely satisfied with these.
15.3. By ordering over the telephone it is deemed that you have read and accepted our terms and conditions.

16. Cash Back & Free Gifts
At this time we do not offer cashback or free gifts by redemption.