Consumer General Terms

1. Who we are and how these Terms work

1.1 These Consumer General Terms apply to eligible services 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 Talk4 is registered in England and Wales under company number 06827172. Registered office: 38 Rothesay Road, Luton, England, LU1 1QZ. Customer support: 03333 445 456; support@talk-4.co.uk; www.talk4.co.uk.

1.3 These Terms are general. Your product-specific terms, Contract Information, Contract Summary, Order, price plan, promotion terms and incorporated policies also form part of your Contract where applicable.

1.4 If documents conflict, mandatory law and Ofcom rules apply first, followed by your Contract Summary, Contract Information, Order/price plan, product-specific terms, these General Terms and incorporated policies, unless a document lawfully states a different order.

1.5 Nothing in the Contract removes rights that consumer law or Ofcom rules say cannot be excluded or restricted.

2. Your Contract and pre-contract information

2.1 Before you are bound by a regulated telecommunications contract, we will give you the Contract Information and Contract Summary required by Ofcom in a durable medium. The Contract Summary describes the main elements of the service, price, duration, termination and other key information.

2.2 Your Contract is formed when we accept your Order or at another point clearly stated in the ordering process. We will confirm acceptance and provide a record of the applicable documents.

2.3 We will store or be able to identify the version of the contractual documents that applied when your Contract was made. Later website updates do not silently replace the terms already agreed with you.

3. Ordering and eligibility

3.1 You must be at least 18 and have authority to order the Service at the relevant address/account. We may carry out reasonable identity, fraud-prevention and credit checks where appropriate.

3.2 Availability is subject to technical checks, network capacity, device compatibility, coverage, installation feasibility and any product-specific eligibility conditions.

3.3 We may refuse an Order on reasonable grounds, including failed identity/credit checks, suspected fraud, unavailable service or inability to provision the selected product. We will not discriminate unlawfully.

4. Services and third-party networks

4.1 Talk4 is a reseller/service provider and may use wholesale carriers, EE, O2, Vodafone, Three, fixed access networks, Openreach or alternative network operators, infrastructure providers, installers and other subcontractors to deliver Services.

4.2 Unless your Contract expressly states otherwise, your customer contract remains with Talk4. Use of a wholesale provider does not remove obligations that Talk4 must perform under law or Ofcom rules.

4.3 Coverage, speed and availability depend on the technology and product. Estimates and coverage maps are not guarantees unless a specific minimum or service commitment is expressly stated.

5. Minimum Term and fixed-term price promise

5.1 Your Minimum Term is stated in your Contract Summary. It usually starts on activation/connection unless your Contract says otherwise.

5.2 If you take a Talk4 12-month or 24-month contract, Talk4 will not apply an annual increase to the core monthly subscription price during that Minimum Term. There is no scheduled CPI-linked, RPI-linked, inflation-linked, percentage-based or fixed annual increase to that core monthly subscription price during the Minimum Term.

5.3 The fixed-price promise does not prevent a different amount becoming payable because you change your plan, add/remove optional services, incur out-of-allowance usage, use chargeable roaming/international/premium services, or because a tax/government charge changes where the law permits or requires that change to be reflected.

5.4 A 30-day rolling service is not a 12/24-month fixed-term contract. Any price change to a rolling service will be notified and handled in accordance with the Contract and applicable Ofcom/consumer-law rights.

6. Charges, billing and payment

6.1 Consumer prices are inclusive of VAT unless clearly stated otherwise. Your recurring, one-off, equipment and usage charges will be shown before you agree to the Contract.

6.2 We may bill recurring charges in advance and usage/other variable charges in arrears. The billing cycle and payment method are shown in your Order or account.

6.3 You must pay undisputed sums by the due date. If you think a bill is wrong, contact us promptly. We will investigate disputes fairly and will take proportionate action in relation to unpaid charges.

6.4 If you are struggling to pay, contact us. We will consider appropriate support and will apply Ofcom requirements on fair and proportionate treatment of customers in payment difficulty.

7. Installation, equipment and access

7.1 Product-specific terms state whether equipment is sold, rented or loaned. Loaned/rented equipment remains ours or our supplier’s property and may need to be returned after termination.

7.2 Where installation is required, you must provide reasonable access and obtain permissions within your control. We may charge a disclosed and reasonable missed-appointment/abortive-visit fee where an appointment fails because agreed access was not provided.

8. Using the Services

8.1 You must use the Services lawfully and comply with the Acceptable Use Policy. You are responsible for people you allow to use your account, subject to applicable consumer protections for unauthorised use/fraud.

8.2 You must take reasonable steps to protect devices, SIM/eSIM credentials, passwords and account access and tell us promptly if they are lost, stolen or compromised.

8.3 “Unlimited” or similar descriptions are subject only to restrictions that were transparently disclosed for the particular tariff, including any objective fair-use or traffic-management rules permitted by law.

9. Faults, maintenance and service quality

9.1 Report faults using our published support routes. We will investigate and take reasonable steps to restore service, including coordination with an underlying network where needed.

9.2 Planned or emergency maintenance may affect service. We will give reasonable notice of material planned maintenance where practicable.

9.3 Any minimum speed, service-level remedy, automatic compensation or other service guarantee applies only where stated in your Contract or required by law/regulation. We will not claim participation in a voluntary compensation scheme unless Talk4 is actually a participant.

10. Changes to your Contract

10.1 We may make changes where permitted by law, for example to comply with legal/regulatory requirements, improve security, make administrative changes with no negative effect, or make changes that are exclusively to your benefit.

10.2 Where we propose a change that triggers a regulatory right to leave, we will give the required advance notice, explain the change, state when it takes effect and tell you how to terminate without an Early Termination Charge within the applicable period.

10.3 We will not use a broad variation clause to override the fixed-term price promise in clause 5.

11. Cooling-off and cancellation rights

11.1 If you enter a service contract online, by phone or otherwise at a distance/off-premises, you will normally have a statutory 14-day cancellation period. We will provide the cancellation information required by law.

11.2 If you expressly ask us to begin providing a service during the cancellation period and later cancel within that period, we may charge a proportionate amount for service actually supplied where the law allows.

11.3 Digital/eSIM fulfilment does not automatically remove all cancellation rights. Any loss of a statutory right requires the specific consent/acknowledgement required by applicable consumer law.

12. Switching and number porting

12.1 We will comply with applicable Ofcom switching and number-porting rules, including relevant requirements on consent, information, continuity, completion time and compensation.

12.2 For mobile switching, eligible customers may use the regulated PAC/STAC processes. For applicable fixed broadband/landline services, the regulated switching process (including One Touch Switch where applicable) will be supported.

13. Moving home or changing service

13.1 A move, technology change, upgrade or downgrade may require a new Order and may alter price, speed, minimum term, installation requirements or equipment. We will explain material consequences before you agree to the change.

13.2 A move does not automatically create a right to cancel a fixed-term service without charge, except where the Contract or applicable law gives that right.

14. Suspension and payment difficulties

14.1 We may suspend or restrict service where reasonably necessary for non-payment after appropriate warning, fraud, unlawful use, serious security/network risk, emergency maintenance or a legal/regulatory requirement.

14.2 We will act proportionately, consider vulnerability/payment difficulty where relevant, and normally give a reasonable opportunity to resolve a remediable issue before suspension except where urgent action is needed.

15. Ending your Contract

15.1 You may terminate in accordance with your product terms and applicable switching process. If you leave before the Minimum Term ends without a right to leave free of charge, a disclosed Early Termination Charge may apply.

15.2 Once the Minimum Term has ended, you can leave without an Early Termination Charge. We will send end-of-contract information where Ofcom requires it.

15.3 We may end a Contract for serious/material breach, persistent non-payment, unlawful use, permanent inability to provide the service or another lawful reason, using reasonable notice where required.

16. Our responsibility to you

16.1 Nothing excludes liability that cannot lawfully be excluded, including liability for death/personal injury caused by negligence, fraud or fraudulent misrepresentation, or mandatory consumer rights.

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 or for business losses arising from a Personal service used for business purposes, to the extent permitted by law.

16.3 Product-specific exclusions/limitations apply only to the extent they are fair, transparent and enforceable under consumer law.

17. Personal data and communications

17.1 We process personal information in accordance with our Privacy Notice. Our Cookies & Online Tracking Notice explains storage/access technologies used on our website and apps.

17.2 Contractual/service notices may be sent electronically or by another agreed method. Marketing communications are separate and are governed by applicable consent/marketing rules and your preferences.

18. Complaints and ADR

18.1 Complaints can be made by phone (03333 445 456), email/web route (support@talk-4.co.uk) or post to Talk4 Telecoms - Complaints, 38 Rothesay Road, Luton, England, LU1 1QZ. Our Customer Complaints Code explains the process.

18.2 Eligible residential customers may refer an unresolved complaint free of charge to Talk4’s Ofcom-approved ADR scheme after six weeks from the initial complaint, or earlier after a deadlock letter, subject to the scheme’s eligibility/time limits.

18.3 ADR provider: [INSERT TALK4’S CONFIRMED ADR SCHEME - CISAS OR COMMUNICATIONS OMBUDSMAN - AND CONTACT DETAILS BEFORE PUBLICATION].

19. General legal terms

19.1 If part of the Contract is unenforceable, the remainder continues. A delay in enforcing a right is not a waiver.

19.2 We may transfer the Contract as part of a lawful business transfer/restructuring, provided mandatory customer rights are preserved and notice is given where required.

19.3 The Contract is governed by the law applicable to the part of the United Kingdom in which you live, and you retain the right to use the courts available to you under consumer law.