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This section explains that you are entering into a legally binding agreement with us, describes how and when your contract for the provision of the Utilita mobile services starts and what to expect at the start of your journey with us.
Principal contract information
This section explains when and how we will begin supplying the Services to you.
Switching to Utilita Mobile
Cooling off period
and we will refund you in full any credit and bundle allowance you have paid to us in relation to your Contract.
and we will refund you in full any credit and bundle allowance you have paid to us in relation to your Contract, except for reasonable costs and charges. You agree to pay an amount reflecting the amount of the Services you have used up to the date of cancellation. These charges will be an amount proportionate tothe number of days remaining when you make your refund request.
Commencement of supply
This section explains your access to and use of the SIM Card.
Activating the SIM Card
Looking after the SIM Card
This section explains your access to and use of the Services.
Using the Services
Availability of the Services
Using the App or Portal
What to do if you are struggling to pay for the Services
Delays in payment
Revenue protection and illegal use
This section explains the service quality levels and the network coverage in place for the Services.
This section explains each of our responsibilities in relation to the security of the Services.
This section explains how we obtain, process, share and manage your information in relation to the Services.
This section explains the circumstances in which we and you can bring the Services to an end. From time-to-time, it may be necessary to temporarily pause or permanently stop supplying the Services to you.
If we wish to suspend the Services
If you do not use the SIM Card
If you wish to cancel the Services
If you are moving to another mobile service provider
If we wish to cancel the Services
This section explains and sets out our liability to you in relation to the Services.
What we are responsible for
What we are not responsible for
which is not an obvious consequence of our failure or is due to circumstances that are beyond our reasonable control.
Your statutory rights
This section explains how we will operate your account on a day-to-day basis and how we will engage and interact with you.
Contact and your information
Your priority needs
What to do if you are unhappy with the Services
Additional terms and conditions
This section explains the operative terms of your Contract, this agreement and how we will manage them with you.
Matters beyond our reasonable control
Enforcement of rights
Governing law and jurisdiction
This section explains and sets out the defined words in this agreement and what they mean to you and us.
The Customer Services Team can be contacted on:
in accordance with the terms of this agreement.
Utilita Mobile is committed to the operation of fair processing in relation to the collection and use of personal information. This Privacy Information Notice explains how we will collect and use your personal information and is in addition to our Utilita Mobile Terms and Conditions which can be found at mobile.utilita.co.uk/terms#privacy
Utilita Energy Limited (Telecoms division) is the controller in respect of personal information used in the connection and use of your Utilita Mobile sim and associated services. If you have any questions or concerns in relation to this Privacy Information Notice you can contact our Data Protection Officer at DPO@utilita.co.uk or write to us at Utilita Mobile, Hutwood Court, Bournemouth Road, Chandlers Ford, Eastleigh, SO53 3QB.
We may process personal information about you whether you are an existing customer or have requested that we provide you with a Utilita Mobile sim.
We rely on different legal bases to process your personal information. Here we have set out what these mean, so that you can easily understand the different legal bases when you see them written in bold throughout the remainder of the policy.
Consent - you have given us your consent to process your personal information (usually by voluntarily providing the information to us), you can withdraw your consent at any time.
Contract - we are processing your personal information in order to carry out our contractual obligations under your Contract with us.
Legal - we are processing your personal information in order to comply with any regulatory government or legal requirements.
Legitimate Interest - we have a legitimate business interest in processing your personal information, this may include, fraud prevention, protection of our business, managing and improving the Services.
|What we usually collect||When and how we collect it||Why we collect it, and our main legal basis||How long we will normally hold it for|
|Contact Details||When you request a Utilita Mobile sim and updated while you are using our Services.||To identify you and provide our service to you under the Contract. After your contract has ended we have a Legitimate Interest in retaining the information to improve the Services and protect our business interests.||While your Utilita Mobile account is active and for 6 years after your account has been closed. We keep information for longer where necessary in connection with our right to establish, commence or defend any legal actions.|
|Usage Information||We collect this while you are using our service.||We have a Legitimate Interest in collecting this information to manage improve, and provide our Services to you.||While your account is active and for 6 years after your account has been closed.|
|Appropriate detail on the vulnerability you have told us about||We collect this when you contact us||You have given us your Consent to enable us to supply additional services that may assist with your vulnerability.||While your account is active or when you tell us you do not Consent (whichever occurs first).|
|Financial Information||If you use any of our other prepayment or top up online payment facilities||To monitor, process and record your payments under the Contract. After your contract has ended we have a Legitimate Interest in retaining the information to improve the Services and protect our business interests.||While your account is active and you continue to top up by your chosen method, and for 6 years after your account has been closed.|
As a supplier of mobile services, we are committed to serving our customers to the highest standards.
We have prepared the following codes to tell you about our service and customer care policies, as well as how we comply with the guidelines set by Ofcom – the UK’s communications regulator.
Any words capitalised in these Codes of Practice have special meanings. A list of all defined terms that we use in these Codes of Practice is available at section 13 of the main Utilita Mobile terms and conditions.
We offer two different services:
If you are using our PAYG service, this means you are not tied into a fixed contract and you can stop using Utilita Mobile at any time. To end your agreement with us, simply remove the SIM Card from your Device and do not use it.
If you are using our Pay Monthly service, then remove the SIM Card from your Device and do not use it. However, you will also need to cancel your recurring monthly payment, which you can do either in the App, the Portal or by contacting our Customer Services Team.
While there is no penalty for stopping our Services, any remaining bundle allowance you have on the SIM is non-refundable or transferable.
You must activate your SIM Card in the UK before using it abroad.
Your use of the SIM Card and the Services may be subject to laws and regulations that apply in the country that you are in. It is exclusively your responsibility to make sure that you comply with those laws and/or regulations.
If you go abroad, you may be charged more than usual due to roaming charges. If you have purchased one of our bundles this will work as normal within EU destinations; however roaming charges may apply. Outside of the EU you will need to top up to continue to use your mobile.
If you roam excessively in the EU (by this we mean that your time and consumption of the Services abroad is on average higher than in the UK) we reserve the right to apply a small surcharge. This surcharge is set at a regulated rate. Where practical, we will tell you in advance of when we will start applying the surcharge.
It is possible for your Device to "accidentally roam" if you are close to a country's borders by connecting to a network across the border. This can happen if your Device views this as a stronger signal. If this happens you may be charged. For a full list of the countries in each zone, please see our FAQs here.
International Calls / Texts
To call or text countries outside of the UK is not included in any of our bundles and may cost more than usual.
Our charges can be found here.
Premium rate services
Premium rate services are usually for phone numbers that include (but not limited) to the services below:
These services generally cost more to call than a standard call or text to another mobile or landline and include an access fee. Charges for these services can be very high and you should always check the cost before dialling or sending a text. These fees are not included in your inclusive bundle minutes and texts, or normal out of bundle minutes, or texts. These services will cost you more if you use them.
We do not allow texts to most premium rate services. Any premium rate services used, whether call or text, will attract high charges.
The costs vary according to the phone number you dial and the premium rate service provider. You should always read the terms and conditions of the premium rate service provider before dialling the number.
Ofcom monitors these services through the Phone-paid Services Authority (PSA).
The PSA has designed and published a phone number checker to help members of the public identify premium rate numbers. If you are unsure if a phone number or short code you want to call carries additional charges, you can use the PSA service to check, on psauthority.org.uk/
The PSA also investigate and take action against companies who do not comply with the rules on how much can be charged for premium rate services. If you think a premium rate service is charging too much for its services, you can raise a complaint via the PSA website:psauthority.org.uk/
You can also block yourself from being able to call these services. To find out how to do so, please visit our FAQs page here
A personal number or a ‘follow me’ number refers to a mobile number which redirects you to another line automatically. These numbers can sometimes attract significant additional charges. If you call or text a personal ‘follow me’ number, this is not included in your bundle minutes.
If you call a personal ‘follow me’ number, the maximum charge placed on this by Utilita Mobile is 10p per minute.
We do not offer services which require or are capable of repair. If your Utilita SIM Card develops a fault, please contact our Customer Services Team using the contact details above. We will send you a replacement SIM Card as soon as possible.
We may ask you to return the faulty SIM Card for testing.
Switching to Utilita Mobile
If you wish to keep your current phone number, make sure you obtain a Porting Authorisation Code (PAC) from your current mobile service provider. A PAC Code allows you to switch mobile service provider and keep your existing phone number.
If you wish to have a new mobile number, make sure you obtain a Service Termination Authorisation Code (STAC) from your current mobile service provider. A PAC Code allows you to switch mobile service provider and get a new phone number.
Then, when you receive your Utilita Mobile SIM Card, please call our Customer Service Team who will ask you for your PAC and/or STAC code. Upon receipt of a PAC code, we will ensure your number is ported over to your new Utilita Mobile SIM Card within one business day.
Switching away from Utilita Mobile
To request a PAC or STAC code, please call our Customer Service Team using the above contact details.
Where possible, we will give the PAC or STAC code to you over the phone otherwise we will text it to you.
You can also request a PAC or STAC code via text message:
For information on costs incurred when changing providers, please text INFO to 85075
We promise to treat our customers and potential customers fairly. We will always provide information about our services in a clear and transparent manner.
Any information we provide to you during the sales process will be an accurate representation of our services and will not be misleading.
Where possible, we will provide documentation in a durable medium.
If we contact you by phone, we will offer to send you information regarding our services in a durable medium.
All sales calls are monitored for compliance purposes to ensure that we provide you with a high level of service.
We operate a fair usage policy with its bundles, top up amounts and usage to prevent fraud on our network. This policy forms part of the main Utilita Mobile terms and conditions.
You are only entitled to use the Services for personal, non-commercial use. We reserve the right to impose network protection controls, limit the speed of, suspend or block your access to the Services, or disconnect you if your usage is excessive and/or not in keeping with that reasonably expected of a private individual.
We may also do any of these things if in our reasonable opinion you are abusing the Services in any way.
You must not use the Services, the SIM Card or allow anyone else to use the Services or the SIM Card for illegal or improper uses. This includes:
We may (now or at any time in the future) deploy traffic management measures across the Utilita Mobile network to ensure an enjoyable internet experience for the vast majority of our customers.
We reserve the right to review and change these fair usage levels from time to time.
You can make calls and/or send texts to a maximum of 200 distinct numbers per month.
You will only be allowed to top up a Utilita Mobile SIM Card to a maximum balance of £150 at any one time.
Where the term ‘unlimited’ is used in reference to any minutes or texts bundle, this does not mean limit of 3000 minutes and/or 3000 text messages applies in accordance with this fair usage policy.
We understand that sometimes our customers may need a little extra help.
We are committed to ensuring our Services are accessible and easy to use.
If you require additional services to help you with the use of your Utilita Mobile SIM Card such as braille or large print communications, please contact our Customer Services Team using the above contact details.
We will make note of your request and the reasons for support on our systems with your consent, and then walk you through any free additional services we can offer you.
Our Customer Services Team is trained to help all customers, including those who may be vulnerable, and will be able to help with any questions you may have.
We understand that sometimes things may go wrong with the Services. If something has gone wrong, and you want to let us know about a problem or poor experience, please contact our Customer Services Team using the contact details set out in Section 2 (Our contact information) of these Codes of Practice.
When we receive a complaint, this will be passed to one of our fully trained complaints advisors, who will then open a complaint on your behalf.
Opening a complaint needs a certain amount of information to be collected from you:
We aim to investigate and respond to a complaint with our findings within 5 working days; however sometimes it may take longer.
If we cannot resolve a complaint due to either our not being at fault, or not being able to reach a resolution within 8 weeks, you can refer your complaint to the Ombudsman Services: Communications.
The Ombudsman Service is an independent resolution scheme. They will independently review the complaint. If it is found that Utilita Mobile are at fault the Ombudsman may order us to pay redress or take an action to correct the issue. This may also include offering an apology, or upholding a decision previously made. Utilita Mobile are bound by this decision.
If you require a copy of our complaints procedure, please contact our Customer Services Team using the contact details set out in Section 2 (Our contact information) of these Codes of Practice.
Emergency services are for emergencies only, such as immediate danger, fire, or medical situations.
If you are in danger or feel like you might be in danger, or you are otherwise in need of an emergency service, please call 999 in the UK or 112 when in Europe. We facilitate these services in low and high signal areas.
Please note that if you are abroad or in an area not covered by the Utilita Mobile network, your mobile telephone number and/or your location data may not be automatically transmitted to the emergency services.
We also facilitate emergency services for customers who are either deaf and/or blind. To activate the emergency services text service, you must register your mobile phone in advance by texting ‘register’ to 999. Once this message is sent, follow the instructions provided in reply to your message.
There will be a small percentage of areas where this service may not be available.
To ring the missing children hot line, please call 116 000.
To request a refund, you must provide us with the following information:
You must provide the above information to be considered for a refund.
Please be aware that we reserve the right to decline any request for a refund in the following circumstances:
If your refund request has been accepted, we will inform you within 5 working days via the method you originally contacted us, unless you ask us to use a different method.
If you experience continuous or regularly recurring disruption to the Services you may, depending upon the period of disruption, be entitled to a refund of any credit (including credit which has been converted into a bundle). To receive a credit or refund, you will need to make a complaint so that we can investigate your concerns and measure the disruption against your typical usage history to calculate any credit or refund that may be due to you.
The refund will only be provided to you in the method the original payment was made. For example: if you used a paypoint terminal to top up your SIM Card, we will provide you with a paypoint voucher.
We do not process cash refunds.
Contacting us for a refund
To request a refund, please contact our Customer Services Team using the contact details set out in Section 2 (Our contact information) of these Codes of Practice.