Your Airtime Agreement with us

Call 03333 043 222 or email disability.access@vodafone.co.uk for a large print, braille, audio CD or dyslexia friendly version of this document.

This agreement (your Agreement) applies to consumer customers who take out a pay monthly consumer airtime plan for their own personal use and small business customers that have fewer than ten (10) connections or employees (Small Business Customers).

Your agreement is with VodafoneLimited, registered in England under number 1471587at Vodafone House,The Connection, Newbury, Berkshire, RG14

2FN. It’s made up of these General Network Terms and Charges Guide which covers (i) the SIM card/eSIM profile; (ii) anyservices you use in your plan; and (iii) your Vodafone OneNumber Pay monthly plan. It doesn’t cover any equipment howeversee “equipment subsidy”below. We’ll send these to you by postor email.

We also encourage you to take a look at our Returns and Acceptable Use Policies which also make up your “Agreement” with us. You can find these documents at http://www.vodafone.co.uk/agreementpolicies.

You should also look at our PrivacyPolicy on how we use personal information. You can find our Privacy Policy and Cookie Policy at www.vodafone.co.uk/privacy.

 

Joining us and charges

The basics. When you join us we’ll agreecertain things with you and set them out in your Order Form or Welcome Letter. These documents will includeimportant information like:

1.  how long we’ll provide our services to you and the minimumperiod you have agreed to stay with us;

2.  yourchosen services and how much these will cost you every month;

3.  additional services you have chosen as part of your plan, when they start and end and when you’ll be charged for these; and

4.  any upfront chargesyou’ve paid or may have to pay for your equipment whereapplicable.

Charging. Your Charges Guide sets out current pricing information about out of bundle charges (charges for messaging, minutes, and data) as well as charges for additional services which are not included in your monthly plan charge. It also includes roaming charges which may be a lot higher than your UK standard charges. All these charges will be added to your bill as and when you use the services.It also explainsthe speed limitsthat apply to some of our plans – pleasesee the Charges Guide for further details.

Charging – VodafoneOneNumber customers. Your Vodafone OneNumberplan does not include any allowance for calls, messagingor data usage. Your VodafoneOneNumber plan will use the allowance from your mobile plan

(the “Primary Account”) linkedto your Vodafone OneNumber account(the “Secondary Account”). The Charges Guide sets out the current pricing

information about out of bundle charges applicable to Vodafone OneNumbercustomers where your Primary Accounthas depleted its allowance and

for charges for additional services which are not included in your Primary monthlyplan charges. All these chargeswill be added to your bill as and when you use the services.Please check our FAQs to confirm whether your VodafoneOneNumber device is able to roam.

Payment. You’ll need to pay for all charges within 7 days of the date of your bill. We ask that you pay by direct debit so please contact us if you wish to pay by other means. Where VAT applies, it will be included in thecharges. If you pay late we’ll charge interestof 2% above the base rate of Barclays Bank each year and you’ll also need to pay a reasonable charge to compensate us for the administration costs incurred (see your ChargesGuide).

Mobile upgrade. We don’t have to offer you an upgrade but if we do we’ll agree a new plan, minimum period and any applicable equipmentwith you. Unless you have upgraded via ‘flexi upgrade’ your new minimum period will not start until you have seen out your originalminimum period. We’ll discuss the options with you when you qualify for an upgrade.

 

In addition, the following also applies to Vodafone OneNumber customers:

Vodafone OneNumber plan. Vodafone OneNumber plans are only available to new and existing consumer and Small Business Customers on a compatible Vodafone Red or Unlimitedconsumer Pay monthlyor SIM only phone plan who have a compatible mobile phone. Your Vodafone OneNumber device will be linked to this accountand will be referred to as your “Primary Account”.

You can check whether you have a compatible plan and phone for your selected VodafoneOneNumber device by checking our website.

Important Information and Limitations – Vodafone OneNumber

•  Your Vodafone OneNumber device must be on the same account as your Primary Account and will be referred to as your “Secondary Account” for the purposesof this Agreement.

•  Your Vodafone OneNumber device must be paired to the phone on your Primary Accountin order to use data or receive/make calls and receive/send messages on your Vodafone OneNumberdevice.

•  Without a Primary Account your Vodafone OneNumber device will not function fully.Please refer to our Frequently Asked Questions for further details.

•  Your Vodafone OneNumberaccount will utilisethe texts, minutesand data included in your Primary Account plan.

•  If you (i) terminate your Primary Account, (ii) migrate your Primary Account from a VodafoneOneNumber compatible plan to a

non-compatible plan, or (iii) no longer have a compatible phone, you will not be able to use the texts, minutes and data included in your Primary Account plan for your Vodafone OneNumber device. Further use of your Vodafone OneNumber device will be charged in accordance with the out of bundle rates.Please see the Charges Guide for details.

•  You will need to contact us shouldyou terminate your Primary Account, migrate your Primary Account to a non-compatible plan, or no longer have a compatible phone.

•  If the phone paired to your Vodafone OneNumber device is switched off depending on your device type you may not receive messaging on your Vodafone OneNumber device.

•  Vodafone OneNumber and 4G and Wi-Fi Callingare not available to One Net AnywhereSmall Business Customers.

Vodafone OneNumber, changing plans – if your Primary Account

is cancelled you may wish to change your SecondaryAccount plan. Where this is possible we will agree a new plan for your SecondaryAccount and a new minimumperiod with you.

This service does not work with VodafonePasses, if you have a Vodafone Pass it will be automatically removed from your Primary Account when you take out your Vodafone OneNumberplan.

 

During your agreement with us

Using the services.You’re responsible for other people that use your equipmentand services which are only for your personal non- commercial use. We own the SIM card/eSIM profileand reserve the

right to changethe SIM card/eSIM profile and mobile numberat any time. You may only use equipment that is approvedfor use on our network. For

more information on using our services and restrictions please review our Acceptable Use Policy.

 

Usage limitson your account:

We may decide to set a usage limit. We may set a monthly call and/or internet limit on your account. We may increaseor remove this if we carry out a credit check. You may be able to go over your limit, but if this happens, you must pay all charges. If your usage increases significantly we may ask for a partpayment so you can continue to use the services. Your Vodafone OneNumber service will utilise the texts, minutes and data included in your Primary Account plan. If your Primary Account is disconnected, you will incur charges in accordance with the Charges Guide. Some Vodafone OneNumber devices will require 4G coverage in order to use mobile internet.

You may decideto set a usage limit.If you are a new or upgrading customer,you will have the optionto set and manage a monthly usage limit to control out of bundle charges. This limit will apply to charges and services (for example any calls, messaging, data usage, picture messages, app purchases and roaming in certain countries) that aren’t included in your plan. It doesn’t include any, Pay monthlyextras or other recurring charges that you chooseto purchase.

Changes to the Agreement

 

a) We may change your Agreement, our services or charges at any time in order to do one or more of the following:

 

i)   Change the way in which we provide services to you (for example, allowing you to call a new category of number with your airtime plan);

ii)    Change the structure of our services, charges or equipment (where applicable);

iii)   Change the amount payable for part of the services, including without limitation additional services (for example, we may change the amount payable for certain types of calls if our international partners increase their costs);

iv)   Remove and/or replace some or all of the equipment (where applicable);

v)    Place limits on the way you use our services (for example, if we suspect that you have committed an illegal act while using our services);

vi)   Stop providing all or part of the service to you (for example, if we’re no longer able to provide a part of the service at your address);

vii) Additional services (Pay monthly extras, content services, insurance, etc.). We may increase the charges for an additional service that does not form part of the main service. Charges for additional services may change from time to time and may be outside of Vodafone’s control. We’ll notify you of these changes unless the services are offered by a third party;

viii)               If you have purchased an entertainment plan but have not selected your preferred entertainment option, we may change the choice of entertainment options available part way through your plan; or

ix) Out of bundle services (additional minutes, texts, data, roaming, international calls, etc.). We may increase charges for out of bundle services at any time. Any increase to roaming charges above those set out in the paragraph below (Annual adjustment to your Airtime Plan, Out of Bundle Charges and OneNumber charges) will be linked to increases in the wholesale rate notified to us by other providers. Such increases will occur no more than quarterly.

 

b) We are also entitled to make the following changes to the Agreement, our services or charges (together, the “Permitted Changes”):

 

i)   Annual adjustment to your Airtime Plan, Out of Bundle Charges and OneNumber charges. Each April, your monthly plan charge, all out of bundle charges and OneNumber charges (as applicable) will increase by an amount equal to the Consumer Price Index rate published by the Office for National Statistics in January (“CPI rate”) plus an additional 3.9% on top of the CPI rate. We will apply that CPI rate plus 3.9% adjustment from your April bill. In the event that the CPI rate is negative, this will be ignored but the additional 3.9% will still apply. For roaming charges, such annual adjustment will apply from April 2023 onwards;

ii)    We may remove any benefits, discounts or additional services that we told you would expire part way through your plan when you purchased, provided we remove them at or after the time we told you they would expire;

i)   We may make administrative or technical changes;

ii)   We may make changes that have no negative effect on your use of the service;

iii)  We may make changes that are to your benefit;

iv)  We may provide new features of the service to you;

v)   We may maintain or improve the services we provide;

vi)  We may clarify the Agreement so it is easier to understand;

vii) We may make changes required by:

a.  applicable laws;

b.  regulations;

c.  codes of practice;

d.  a regulator; or

e.  a court of competent jurisdiction;

 

iii)  We may reflect a change in the way we organise and/or operate our business; or

iv)  We may reorganise where certain terms of the Agreement are set out.

c) We don’t know what will happen in the future, so we may need to change your Agreement, our services, or charges for a reason other than those specified above in part a) and b).

Problems with our services. We’ll provideour services with reasonable skilland care. However,our services are not fault-free and are not

available everywhere in the UK. Please checkthe predicted coveragein your area on Vodafone’s website (www.vodafone.co.uk/coverage). There are a number of reasons why you may find problems with the services and these include moving home or work, weather conditions, damage to our network, the number of people using the network and so on. Please contact us if you experience a serviceissue and we’ll attempt to fix it.

If we have to interrupt our services for maintenance or we cause a technical fault on our network, you maybe entitled to a partial credit of your plan charge basedon the number of days you are without our services. If you are experiencing a materially degraded service for an unreasonable period of time, please read our “Leaving Us” section below. We’ll not be responsible for any loss of service due to something outside our reasonable control. To receive a partial credit of your charges or terminate the Agreement, you must report to us a severe disruption which we will assess against your typical usage history. We may offer you alternative equipment (such as Vodafone Sure Signal) to address servicequality.

During busy periods on our network we may need to manage traffic to ensure everyone has access to our services. You can find out more on our traffic management policy here: https://www.vodafone.co.uk/ terms-and-conditions/consumer/network-and-coverage/traffic- management/index.htm

Lost or Stolen Equipment. If your physicalSIM card is lost or stolen or if your device containing your physical SIM or eSIM profile is lost or stolen, you must tell us as soon as possible so we can suspend our services and stop someone else using it. Your maximum liability for charges incurred up until you notify us will be as follows:

Notification within 24hrs: £100 maximum

Notification 24+hrs– 5days: £500 maximum

Notification 5 days+:all charges until you have reported to us.

You’ll also continueto pay all the remaining plan charges for our servicesfor the minimum period, even if your SIM card or equipment is lost or stolen.

 

Leaving us/suspending the services

Cancelling, returnsand faulty equipment. Pleaseread our ReturnsPolicy for details on how to do this. It also sets out what to do if your equipment

is faulty and how you can return your equipmentor get your equipment fixedor replaced.

 

If you want to end the Agreement:

(i) Because you simply want to leave us. If you request a Porting Authorisation Code (PAC) or Service Termination Authorisation Code (STAC) from us because you wish to port your number to another provider or switch to another provider without a port, it will be valid for 30 days from when it is issued to you. Your service will switch to the new provider with in one working day of you providing your PAC or STAC to them. This Agreement will terminate when your service has switchedto your new provider. If you do not use a PAC or STAC within the 30-day period, the Agreement and your Airtime Plan will continue. You can request a PAC or STAC at any time.

You can cancelyour Airtime Plan at any time withoutrequesting a PAC or STAC but you’ll need to give us 30 days’ notice.

Termination fee. If you’re withinthe minimum periodof your Airtime Plan when you leave us, you’ll need to pay an early termination fee. Where you’re required to pay an early termination fee, your Charges Guide gives you a calculation

to work out how much this will be. If you have requested a PAC or STAC we will notify you of any early termination fee that may be payable when you requestthe code.

(ii) Because of the quality of our services.If the service is materially degraded for an unreasonable period of time you may be able to leave the Agreement earlywithout paying a termination charge(although you’ll need to pay for your equipment subsidy). Contact us to discuss your options.

(iii) Because of changes.If we make a change to the Agreement, the services or the charges which (i) has a negative impact on your use of the service (in Vodafone’s reasonable opinion) and (ii) is not a Permitted Change, as set out in the Changes to the Agreement section above, you will have a right to leave your Agreement without paying an early termination fee (although you’ll need to pay for your equipment subsidy if applicable, see terms regarding equipment for details). If that’s the case, we’ll usually give you at least 30 days’ notice but sometimes it might be less than that if we are prevented from giving you notice for legal or regulatory reasons. To exercise your right to leave without paying an early termination fee, you’ll need to tell us within that 30-day period. If you take no action within 30 days of us telling you about the changes you'll be considered to have accepted those changes. Please note, you will not have a right to leave the Agreement early without paying an early termination fee where we exercise our right to increase the charges you pay by the rate of CPI plus 3.9% once per year (as set out in the Changes to the Agreement section above).

 

Third party terms and conditions. Please note, if you receive a service from a third-party as part of your plan (such as a music streaming service), we are not responsible for any changes that third-party service provider makes to their terms and conditions with you. Any such changes will not affect our Agreement with you and the Because of changes section set out above will not apply.

Equipment subsidy. Where applicable, all the information required to calculate your equipment subsidy is set out in your Welcome Letter. The subsidy you pay will be 1/24 of the original value of the equipment less any up-front payment you made towards it, multiplied by the number of months left of your minimum period at the time the agreement ends. We’ll add this charge to your final bill. For example, if you have a minimum period of 24 months, and wish to leave Vodafone in month 12 we calculate the  subsidy payable as follows: (i) we take the original value of your handset and subtract any upfront payment; (ii) we then divide that number by 24 to get the amount payable for one month; and (iii) we multiply that number by 12, as that is the number of months remaining on the minimum period of the agreement.

If we want to end the Agreement or suspend our services.

We may end the Agreement or suspend our services (entirely or partly) if:

(i)   you don’tpay any charges on time;

(ii)  you don’t do something fundamental that you have to do underthe Agreement;

(iii) you use any of our services in a way that may damage or affect the operation of our network;

(iv) you breach or fail to adhere to our Acceptable Use Policy;

(v)  you becomebankrupt or make an arrangement with creditors; or

(vi) we consider it necessary to safeguard the security and integrity of our network or to reduce the incidence of fraud.

Where we end the Agreement in this way termination fees will apply. We may need to suspend our services if asked to do so by regulators or if requiredby law.

We may end the Agreement if we are permanently unable to provide our services to you or by giving you 30 days’ written notice (for any reason). You won’t have to pay a termination fee in these cases although you’ll need to pay for your equipment subsidy where applicable.

 

What we do with your information and contacting us

What do we do with your data? Our Privacy Policy sets out how we and our group companies may collect, use and share your personalinformation. You will find the latest Privacy Policy and Cookie Policy on our website at www.vodafone.co.uk/privacy and you should check back every now

and then for the latest version.For any queries,you can contactus at

data.protection@vodafone.co.uk

Fraud prevention agencies. The personal information collected from you will be shared with fraud prevention agencies who will use it to prevent fraudand money-laundering and to verifyyour identity. If fraud is detected, you could be refused certain services, finance, or employment. Further details of how information will be used by us and these fraud prevention agencies, and your data protection rights, can be found at www.vodafone.co.uk/privacy#fraud-prevention.

Contacting us and complaints. We’ll send you notices by post, voicemail, text or email. If youneed to speak to us or have a complaint, please contact us on:

Phone: 191 from your Vodafone phone or 0333 3040 191 (fromUK landlines or other mobiles);

Post: Vodafone House, The Connection, Newbury, Berkshire RG14 2FN; or

Website: www.vodafone.co.uk/complaints

If we can’t fix your issue you may ask that the matter is referred to an alternative dispute resolution provider (ADR Provider) under our CustomerComplaints Code available on ourwebsite or by contacting us.

Further information on this complaints process is available on our websiteat

www.vodafone.co.uk/complaints.

If your issue is privacy related,please see www.vodafone.co.uk/privacy or you can contact us at data.protection@vodafone.co.uk

 

Other usefulinformation

Liability. We’ll not be legally responsible to you for any loss or damage that is not directly caused by us or which we could not reasonably expect at the time we enteredinto the Agreement with you, for example, loss of income,business, profit, savings and missed opportunities claims.

Transferring the Agreement. We may transfer this Agreement to anyone at any time provided doing so does not adversely impact your rights under the Agreement. You’llneed to get our permission before transferring the Agreement and the person you are transferring to will need to pass our credit check.

Your number. When you use your mobile equipment, your number may be shown to the third party being contacted. When you use your Vodafone OneNumber device the mobile number of your Secondary Accountmay be

shown to the third party being contacted. Your number will always be shown if you contact 999 or 112.

Vodafone Limited is authorised and regulated by the Financial Conduct Authority for consumer credit lending and insurance distribution activity (Financial ServicesRegister No. 712210)Registered in England and Wales. Company

No 01471587. Registered Office: Vodafone House,The Connection, Newbury,Berkshire, RG14 2FN

 

Updated June 2022