Bolt-ons & Extras Terms

1. About these Product Terms

1.1 These Product Terms apply to optional Talk4 bolt-ons, extras and add-on services purchased alongside an eligible personal service supplied by Talk4 Communications Ltd trading as Talk4 Telecoms (“Talk4”, “we”, “us” or “our”) to an individual acting wholly or mainly outside their trade, business, craft or profession (“you” or “your”).

1.2 Our company number is 06827172. Our registered office is 38 Rothesay Road, Luton, England, LU1 1QZ. Customer support: 03333 445 456; support@talk-4.co.uk; www.talk4.co.uk.

1.3 Talk4 is a reseller/service provider and may use wholesale carriers, mobile network operators, access network operators, infrastructure providers and contractors to deliver the Service. Unless your Contract Information expressly says otherwise, your contract is with Talk4.

1.4 If there is any conflict, mandatory law and Ofcom rules take priority, followed by your Contract Summary and Contract Information, your Order/price plan, these Product Terms, the Consumer General Terms and then other incorporated policies, unless a document expressly states a different lawful order of precedence.

2. Before you enter the Contract

2.1 Before you are bound, we will provide the written Contract Information and Contract Summary required by applicable Ofcom rules. They identify the main characteristics of your Service, price, minimum term, any usage limits, speed/quality information where relevant, termination arrangements and other key terms.

2.2 You must be at least 18 and authorised to order the Service and use the relevant service address, device or account.

2.3 Product availability is subject to technical/network availability and any eligibility requirements shown at the point of sale.

3. Price and payment

3.1 Before purchase we will display the add-on price, allowance/benefit, eligibility, activation timing, duration/expiry and whether it renews automatically. Mandatory fees/taxes will be included or clearly disclosed in accordance with applicable pricing law.

3.2 Buying an optional add-on is a customer-requested change and is separate from Talk4’s promise not to increase the core monthly subscription price of 12/24-month contracts during the Minimum Term.

4. Types of add-on

4.1 Add-ons may include extra UK data, international calling minutes, roaming passes/data, service features or other extras. The specific description shown at purchase controls.

5. Eligibility

5.1 Add-ons may be limited by underlying network, tariff, account status, device or destination. Incompatible add-ons should not be offered at checkout; if we sell one in error, we will provide an appropriate refund/remedy.

6. Activation

6.1 Activation may be immediate or take a stated period. Do not rely on an add-on until your account confirms it is active, particularly before roaming or international usage.

7. Allowance and expiry

7.1 The add-on expires at the time/date or after the period shown. Unused allowance expires unless rollover is expressly included. A one-off allowance does not renew automatically.

8. One-off vs recurring add-ons

8.1 A recurring add-on renews at the frequency disclosed until cancelled or the underlying service ends. A one-off add-on is charged once and ends when used or expired.

9. Auto-renewal

9.1 Auto-renewal must be clearly disclosed before purchase. You may cancel a recurring add-on using the cancellation route shown in My Talk4 or by contacting us. Cancellation normally stops the next renewal and does not remove already-purchased allowance unless stated.

9.2 We will comply with any statutory reminder/cancellation requirements that apply to recurring add-ons from time to time. Telecom services also remain subject to applicable Ofcom contract rules.

10. Priority of allowances

10.1 Where more than one allowance could apply, the order in which allowances are consumed will be explained in the add-on/product information or account. If not stated, we will apply a reasonable method that does not unfairly disadvantage you.

11. Roaming/international add-ons

11.1 A roaming/international add-on applies only to the destinations, networks and usage types listed. Calls from the UK to another country are international calls and are not covered by a roaming pass unless expressly stated.

12. Cancellation/refunds

12.1 Statutory cancellation rights apply where relevant. If an add-on is supplied immediately at your express request and you consume part of it, we may charge proportionately where the law allows. Nothing limits rights where an add-on is faulty or misdescribed.

13. Changes/withdrawal

13.1 We may change or withdraw add-ons for future purchases. We will not reduce an already-purchased one-off allowance or change its price retrospectively, except where required by law/security or another lawful contract-change process applies.

14. Suspension and acceptable use

14.1 You must comply with our Acceptable Use Policy. We may take proportionate action, including restriction or suspension, where reasonably necessary for non-payment after appropriate warning, fraud, unlawful use, serious abuse, security/network integrity, emergency maintenance or legal/regulatory requirements.

14.2 Except where immediate action is reasonably necessary, we will give appropriate warning and a reasonable opportunity to resolve the issue. Suspension does not remove statutory rights or our obligation to treat customers in payment difficulty fairly and proportionately.

15. Service quality, faults and compensation

15.1 We will provide the Service with reasonable care and skill. Network services are not fault-free and coverage/availability can be affected by matters outside our reasonable control.

15.2 Report faults promptly. We will investigate and take reasonable steps to restore service. Any compensation, service credit or termination remedy will be provided where required by law, Ofcom rules, your Contract or an applicable compensation scheme to which Talk4 is a participant.

16. Our responsibility to you

16.1 Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.

16.2 We are responsible for foreseeable loss or damage caused by our breach of Contract or failure to use reasonable care and skill. We are not responsible for losses that were not foreseeable when the Contract was made, or business losses arising from use of a personal Service for business purposes, to the extent permitted by law.

16.3 Nothing in these Terms restricts remedies under the Consumer Rights Act 2015 or other mandatory consumer law.

17. Privacy, communications data and security

17.1 We process personal information in accordance with our Privacy Notice and applicable UK data protection law. Communications/traffic data is handled subject to applicable PECR requirements.

17.2 You are responsible for keeping devices, passwords, SIM/eSIM credentials and account details secure and for telling us promptly about suspected compromise, loss or theft.

18. Complaints and ADR

18.1 Complaints can be made under our Customer Complaints Code using 03333 445 456, support@talk-4.co.uk or the postal address stated above.

18.2 Eligible unresolved complaints may be referred free of charge to Talk4’s Ofcom-approved Alternative Dispute Resolution provider after the applicable regulatory waiting period, currently six weeks from the formal complaint, or earlier if we issue a deadlock letter. The current ADR provider and referral details are stated in our Complaints Code.

19. Ending the Contract and Early Termination Charges

19.1 You may end the Contract using any switching or cancellation method that applies to your Service. After the Minimum Term, no Early Termination Charge applies.

19.2 If you end a fixed Minimum Term early without a statutory or contractual right to leave without charge, an Early Termination Charge may apply. The calculation method and any applicable amount/cap will be disclosed in your Contract Information before you consent to the Contract and will comply with applicable law and Ofcom rules.

19.3 We will not charge an Early Termination Charge where applicable law or Ofcom rules give you a right to leave without one.

20. General

20.1 If part of these Product Terms is found invalid or unenforceable, the remaining provisions continue to apply. A delay in enforcing a right does not waive it.

20.2 These Product Terms are governed by the law applicable to the part of the United Kingdom where you live. You may bring proceedings in the courts available to you under applicable consumer law.