Mobile Terms & Conditions

 Mobile Terms & Conditions

These Terms of Business govern the provision of products and services by True Network Solutions to its customers. By engaging with True Network Solutions, customers agree to be bound by these terms unless otherwise agreed in writing.

1. Meaning of Terms

1.1 ‘’Customer’’ the purchaser of product or service under these terms.

1.2 ‘’Dealer’’ represents True Network Solutions Ltd.

1.3 ‘’Provider/Partner’’ refers to mobile network provider (e.g. Vodafone, O2, EE, Plan.com, Three) contracted to supply mobile network services.

1.4 ‘’Agreement’’ refers to this contract, including Purchase Order which outlines these Terms and Conditions. 

1.5 ‘’Purchase Order/PO’’ is the detailed documented agreement between customer and Dealer – with agreed pricing, discounts, contract terms, handsets or service and arrangements. 

1.6 ‘’Handset’’ or ‘’Device’’ refers to any equipment (e.g. mobile phone, tablet, laptop) provided in this Agreement.

1.7 ‘’Deal Incentive/TNS discount’’ refers to any cashback, credit or benefit from True Network Solutions Ltd’’

1.8 ‘’Hardware Fund (HWF)’’ refers to credit available for customers to draw down on for handsets or devices. 

1.9 ‘’Early Term Fees (ETF)’’  - details the customers’ existing fees to leave their current agreement with incumbent network.

2. Contractual Relationship 

2.1 The Customer agrees and enters into contractual agreement with Provider for mobile services 

2.2 The Customer is also bound to the terms and conditions of the Dealer as set out in ‘’PO’’

2.3 The Provider’s terms take precedence regarding provisioning of service, billing and performance of relevant network.

3. Ordering Process

3.1 All quotations are presented based on information exchanged from Customer. The Dealer is not liable for incorrect information provided. 

3.2 A Purchase Order is required to confirm Customers acceptance of term.

3.3 The Dealer holds the right to refuse orders at its discretion.

3.4 Orders will only be processed once signed purchase order has been returned by correct signee.

3.5 A welcome letter, email and call will be provided to customers on receipt, including customers Account Manager. 

4. Customer Responsibilities 

4.1 Where a PAC code is not provided within 10 days of the signed Purchase Order, True Network Solutions reserves the right to activate the agreement on temporary numbers, in such cases, the contract will be live and binding.

4.2 Customer is liable for any existing lines on previous agreement that they’re not transferring. 

4.3 All equipment provided must only be used by customer and not resold or shared.

4.4 Customer must allow Dealer full third party access to their Provider account for support purposes.

5. Equipment & Handset Terms 

5.1 Equipment may be provided outright, leased, or may be Sim Only. All detail will be outlined in Purchase Order. 

5.2 Where Handsets are included under an asset finance agreement, title remains with finance provider until a transfer of title fee of £50 (per device) is paid or the handset is returned.

5.3 In the event of early exit or early upgrade, it may require the return of handsets, wiped of all data.

5.4 If the transfer of title fee is not paid at the end of the agreement, handsets must be returned in good condition within 10 working days.

6. Deal Incentive & Buyouts 

6.1 Incentives or buyouts will be paid as per agreement in Purchase Order.

6.2 incentives are conditional on: PAC codes being provided, All Terms and conditions adhered to.

6.3 In the event of early termination, any buyout payment, hardware fund, cashback, and value of supplied hardware will be repayable to the Dealer on a pro-rata basis unless otherwise agreed in writing.

7. Payments & Potential Costs

7.1 Costs set out in Purchase Order are subject to change due to: Tax/Regulatory changes, Cost increases from Providers, Customer led changes.

7.2 All customers are required to pay via Direct Debit, unless agreed with True Network Solutions.

7.3 All termination fees and outstanding balances are due immediately upon cancellation or expiry.

8. Cancellation & Termination

8.1 Cancellation before activation or porting of numbers as per agreed in the Purchase Order – all requests need to be written and submitted by signee of Purchase Order and the request is entirely at Dealers discretion. Costs may be attributed to this, such as: Admin fees - £75.00, Full value of any Handset/Equipment. 

8.2 Once connection is active on the network, post signed Purchase Order and Providers network agreement – the agreement is non cancellable. Any cancellations after connection will result in: All outstanding charges up to date of cancellation & all outstanding monthly charges of full agreed contract length in Purchase Order. 

8.3 In the case of Early Termination – this will result in claw back of any incentives or hardware values and any termination fees due to the network. 

8.4 Any Customer wishing to cancel their agreement with True Network Solutions, must give the opportunity to the Dealer to attempt to resolve any issues, by offering revised deal or agreed resolution. If this is not agreeable all fees and claw backs from point 8 remain. 

8.5 Any Cancellation request must be submitted in form of writing and with 30 day’s notice.

9. Return of Equipment.

9.1 Equipment due to be returned if any of the following ensues: Customer ends agreement early – either end of agreement with True Network Solutions or any early upgrade agreement with True Network Solutions or if required back due to leasing agreement. 

9.2 All equipment returned must be in the following state: Good working conditions, free of any profile, personal information, location trackers, full factory reset. 

9.3 In the instance of any equipment failed to be returned, or returned in any state not deemed acceptable in accordance with point 9 – will result in a charge of the full market value of the equipment, payable within 10 working days.

10. Other Information.

10.1 True Network Solutions are not liable for any of the Providers service issues, outage or any porting of network disruptions. 

10.2 Customers data is handled in accordance with True Network Solutions Privacy Policy.

10.3 All call recordings and Customer documentation are retained in lines with legal and regulatory standards. 

10.4 In the case of any natural disasters or uncontrollable events, True Network Solutions are not liable. 

10.5 All terms are governed by English Law. 

10.6 The Monthly subscriptions will be subject to an annual increase, in line with relevant Providers Increase – (e.g. RPI Increase, Wholesale cost increase)