Family & Multi-SIM Terms

1. About these Product Terms

1.1 These Product Terms apply to Talk4 Family and Multi-SIM arrangements where two or more eligible personal subscription plans are billed or managed together 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, Minimum Term and Talk4 fixed-price commitment

3.1 Your monthly recurring charge, one-off charges, allowances and Minimum Term are shown before purchase and in your Contract Summary.

3.2 For a Talk4 12-month or 24-month contract, the core monthly subscription price you agree at the start will not increase during that Minimum Term. There are no scheduled annual, CPI-linked, RPI-linked, inflation-linked or percentage-based increases to that core monthly subscription price during the Minimum Term.

3.3 The fixed-price commitment does not freeze charges that arise because you choose to change the service, buy/remove optional extras, incur out-of-allowance usage, use non-included roaming/international/premium services, or where a tax or government/regulatory charge is lawfully passed through. Any such charge must be disclosed or otherwise lawfully notified.

3.4 30-day rolling services are governed by the price shown for that rolling period. If we propose to change a recurring charge or another contract term, we will provide the notice and penalty-free termination right required by applicable Ofcom rules and consumer law.

3.5 We will not impose a contractual price rise greater than, or different from, any price change expressly stated in your Contract Information without giving any termination right required by law.

4. Family account structure

4.1 One person is the primary account holder and is responsible for the account and charges for all lines, subject to any separate legal arrangements disclosed at purchase. Additional users may use individual lines but do not become separate contracting parties unless we expressly agree otherwise.

4.2 Each line retains its own underlying network, allowance, Minimum Term and product-specific terms unless the Contract Summary expressly states that an allowance is shared.

5. Current family discount tiers

5.1 At the date this version was prepared, Talk4’s Family page advertises the following tier structure for eligible subscription plans. The exact tier/discount presented in your basket and Contract Summary is the contractual discount for your order:

5.2 If the website or campaign shows a different percentage, the checkout must not apply it unless the applicable promotion terms and Contract Summary confirm it. Talk4 should keep marketing claims and configured tier rules consistent.

6. Eligibility

6.1 Only plans identified as eligible qualify. One-off Travel eSIMs, expired plans, certain promotional plans or other excluded products may not count unless stated. All qualifying lines must normally remain on the same family account.

7. Mixing networks and plans

7.1 Eligible Family arrangements may mix Talk4 subscription plans using different underlying networks where the current product rules allow. Network-specific features and roaming allowances remain line-specific.

8. Adding/removing lines

8.1 Adding a line creates or changes contractual obligations for that line and may start a new Minimum Term for it. Removing a line may trigger an Early Termination Charge if that line is still within its Minimum Term and no right to leave without charge applies.

9. Effect on discounts

9.1 Family discounts depend on the number of qualifying active lines. If you add or remove a line, or a line becomes ineligible, the account may move to another discount tier from the next billing cycle or other date disclosed before the change.

9.2 A discount recalculation caused by your voluntary addition/removal of lines is not an annual price increase. It does not permit us to increase the underlying fixed core monthly subscription price of a 12- or 24-month line during its Minimum Term.

10. Account holder responsibility

10.1 The account holder is responsible for paying all properly due charges and managing permissions. We may require authentication before discussing another user’s usage or personal information.

11. Family dashboard/controls

11.1 Family dashboard, spend controls, content filtering, priority support, free SIM replacement or dedicated account-management benefits are included only where they are shown for the applicable tier and technically available for the relevant underlying network.

12. Data sharing/rollover

12.1 Data sharing, pooled data or rollover is not assumed. It applies only where the Order/plan expressly includes it. Any expiry, donor/recipient limits and network restrictions will be shown before use.

13. Number porting

13.1 Each eligible mobile line may use applicable PAC/number-porting processes independently, subject to the Mobile SIM & eSIM Terms.

14. Cancellation and cooling-off

14.1 Statutory 14-day cancellation rights apply to each relevant distance/off-premises contract. Cancelling one line can affect the Family discount on remaining lines as explained above.

15. Changes

15.1 We may change Family tier structures for future orders/promotional periods. We will not retrospectively alter a fixed contractual discount during a committed period unless the Contract clearly provides for the change, it results from your line-count/eligibility change, or a lawful contract-change process applies.

16. Suspension and acceptable use

16.1 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.

16.2 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.

17. Service quality, faults and compensation

17.1 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.

17.2 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.

18. Our responsibility to you

18.1 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.

18.2 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.

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

19. Privacy, communications data and security

19.1 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.

19.2 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.

20. Complaints and ADR

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

20.2 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.

21. Ending the Contract and Early Termination Charges

21.1 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.

21.2 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.

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

22. General

22.1 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.

22.2 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.