Mobile SIM & eSIM Terms

1. About these Product Terms

1.1 These Product Terms apply to Talk4 personal mobile SIM-only services supplied using a physical SIM or eSIM 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. Your mobile plan and underlying network

4.1 Your Order/Contract Summary identifies your selected plan, the underlying network, included UK calls/texts/data, any international allowance, roaming entitlement, Minimum Term and charges.

4.2 Talk4 currently resells services using major UK mobile networks including EE, O2, Vodafone and Three. Network-specific capabilities and restrictions can differ. A reference to an underlying network describes the access network used; it does not make that network operator your contracting provider unless expressly stated.

4.3 We may migrate a service to an equivalent underlying network only where permitted by your Contract and applicable law. If a migration materially disadvantages you, we will provide any notice and penalty-free exit right required by Ofcom rules.

5. Physical SIMs and eSIMs

5.1 A physical SIM or eSIM profile is supplied for use with the specific service/account. It remains our or the relevant network provider’s property unless we expressly say otherwise.

5.2 You must not copy, tamper with, resell, transfer or misuse an eSIM profile, activation QR code or security credential. We may issue a replacement SIM/eSIM and deactivate an earlier profile for security, technical or operational reasons.

5.3 eSIM activation requires a compatible unlocked device and internet access to download the profile. You are responsible for confirming compatibility before ordering; our device checker is indicative and does not guarantee every feature.

6. Device compatibility and network features

6.1 You must use lawful, compatible and appropriately approved equipment. Some features require a compatible device, software version, tariff and network capability.

6.2 5G, VoLTE, Wi-Fi Calling, visual voicemail, tethering and similar features are available only where supported by your selected plan, underlying network and device. We will not describe a feature as included unless it is enabled for that plan.

7. Your mobile number

7.1 We may allocate a number to your service. Telephone numbers are not owned by customers and may need to change in exceptional circumstances, but we will avoid changes where reasonably practicable and comply with applicable number-management rules.

8. PAC/STAC switching and number porting

8.1 You may request a PAC to switch and keep your number, or a STAC to switch without keeping it, using the regulated switching routes available to you. The relevant code is normally valid for 30 days.

8.2 Where applicable, mobile number porting should normally complete within one working day after the required information is provided. We will not charge a notice period extending beyond the regulated switching date where prohibited.

8.3 If a regulated port or switch is delayed or mishandled, we will provide any compensation required by Ofcom rules.

9. Coverage, speeds and network availability

9.1 Mobile coverage maps and speed estimates are predictions, not guarantees at a particular location. Actual service can be affected by buildings, terrain, weather, congestion, maintenance, device capability and spectrum/network conditions.

9.2 Any speed/quality information required by applicable law will be included in the Contract Information. We do not guarantee a particular mobile data speed unless expressly stated.

10. Calls, texts and mobile data

10.1 Inclusive allowances reset as stated in your plan. Calls/texts to excluded, premium, directory, satellite or special-rate numbers may be chargeable even where UK calls/texts are described as unlimited.

10.2 Data use is measured by the network and may be rounded in accordance with the disclosed charging unit. Once a capped allowance is exhausted, data may stop, be speed-restricted where disclosed, or require an add-on, depending on the plan.

11. Unlimited allowances

11.1 If your Contract Summary states “Unlimited” UK data, Talk4 will not apply an undisclosed domestic monthly data-volume cap. Any objective fair-use, tethering or lawful traffic-management rule that applies to that plan must be disclosed before purchase.

11.2 Personal unlimited calls/texts are for normal personal communications and do not authorise automated calling, bulk messaging, call-centre use, SIM-box/gateway use, resale, permanent machine-to-machine connectivity or other non-personal use unless your plan expressly permits it.

12. Wi-Fi Calling and 5G

12.1 5G and Wi-Fi Calling depend on the selected network, plan, compatible device, software and coverage/connection conditions. Indoor Wi-Fi Calling also depends on your broadband/Wi-Fi service, which Talk4 does not guarantee unless we supply it under a separate contract.

13. Content controls and age-restricted services

13.1 An adult-content or age-restricted-content control may be enabled where supported by the underlying network. Removing it may require age verification. Controls are not guaranteed to identify or block all content and are not a substitute for parental supervision or device-level controls.

14. Roaming and international use

14.1 Roaming and international calling are governed by the Talk4 Roaming & International Terms and the exact allowance/zone shown for your plan. “EU roaming” or “global roaming” does not mean every destination or unlimited usage unless the plan expressly says so.

14.2 Calls from the UK to overseas numbers are international calls, not roaming, and may have separate charges/allowances.

15. Billing and out-of-allowance usage

15.1 You are responsible for charges properly incurred on your account, including non-included roaming/international/premium usage and optional add-ons. Where spend controls are available, their operation and limitations will be explained.

16. Lost/stolen SIMs and security

16.1 Tell us promptly if a SIM, eSIM, device or account credential is lost, stolen or compromised. We may bar the service and issue a replacement. Liability for unauthorised use will be determined under applicable law and the circumstances, including when you notified us.

17. Emergency calls

17.1 Where your plan includes voice service, access to 999 and 112 is provided in accordance with applicable regulatory requirements. Mobile service relies on radio/network availability and should not be your only means of contacting emergency organisations.

18. Changes to your Contract

18.1 We may make changes where reasonably necessary for legal, regulatory, security, technical or operational reasons, or where a change is exclusively to your benefit or has no negative effect on you.

18.2 Where a change is not exclusively to your benefit and applicable Ofcom rules give you a right to leave, we will give at least the required notice, explain the change and its effective date, and tell you how and by when you can terminate without an Early Termination Charge.

18.3 Nothing in this clause permits Talk4 to override the fixed core monthly subscription price commitment for 12- or 24-month contracts during their Minimum Term.

19. Cooling-off rights for distance and off-premises sales

19.1 If you enter the Contract online, by telephone or otherwise at a distance or away from our business premises, you will normally have 14 days from the day after the service contract is made to cancel without giving a reason, subject to statutory exceptions.

19.2 If you expressly ask us to begin the Service during the cancellation period and then cancel, we may charge a proportionate amount for the Service supplied up to cancellation where the law allows. If the Service has been fully performed within the cancellation period at your express request and with the acknowledgement required by law, the statutory cancellation right may end when full performance occurs.

19.3 You can cancel by a clear statement to support@talk-4.co.uk, by telephone on 03333 445 456, or by post to 38 Rothesay Road, Luton, England, LU1 1QZ. You do not have to use a model cancellation form.

19.4 These rights are in addition to rights arising from faulty/misdescribed services, Ofcom rules and the Consumer Rights Act 2015.

20. Suspension and acceptable use

20.1 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.

20.2 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.

21. Service quality, faults and compensation

21.1 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.

21.2 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.

22. Our responsibility to you

22.1 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.

22.2 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.

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

23. Privacy, communications data and security

23.1 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.

23.2 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.

24. Complaints and ADR

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

24.2 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.

25. Ending the Contract and Early Termination Charges

25.1 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.

25.2 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.

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

26. General

26.1 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.

26.2 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.