T&Cs – IQ Mobile Dated 30th July 2019


1.1. This version of the Terms and Conditions supersedes all previous versions of the Terms and Conditions

1.2. When we refer to Services this represents the services that you have asked us to provide when you subscribed to a SIM Card provided by IQ with or without a Plan for the Minimum Term being the duration which you have agreed to pay the charges for the services.  The Plan you chose will include a combination of minutes, texts, data or other services with or without Equipment (Plan) depending on the monthly amount you chose to pay.
1.3 IQ, IQ Mobile and HelloIQ are trading names of --Techhouse Communications Limited whose registered office is Techhouse Communications Limited, 14 Newland Street, Unit 2, Techhouse, Eden Shopping Centre, High Wycombe, HP11 2DQ. Company number 05828002

Provision of the Services

2.1. The Services which we agree to provide to you may not be available in all parts of the United Kingdom or abroad. We will provide roaming services in the EU and EEA in accordance with applicable legislation. You may not be able to use the Services which we agree to provide to you to call all countries or all international numbers. Unless otherwise agreed, the Services do not include call divert or call waiting. We reserve the right to add to, substitute, or to discontinue any Additional Services at any time. We do not guarantee the continuing availability of any particular Additional Services. Not all Equipment will be able to receive the Services. Your current device may be restricted to use on another network or 'locked' and you may need to obtain an unlocking code from your current service provider to be able to receive the Services. Failure to enter the correct unlocking code may result in your device becoming permanently blocked. We accept no responsibility for devices blocked in this way or for any costs incurred in the provision of an unlocking code.

2.2. When your SIM Card is connected to the Network, it will have been programmed so that you are able to use overseas networks to make calls (Excluding premium rate calls as these are all disabled) and send MMS or SMS messages and data roam whilst overseas. Outside the EEA, the ability to use such services depends on the arrangements which we have with foreign network operators. In accordance with EU Roaming Regulations you may be capped from exceeding the current data roaming spend limit.
2.3. We will do everything we reasonably can to provide the Services to you without interruption. The Services are not guaranteed to be fault free and they may be impaired by too many people trying to use the Network, geographical, topographical, atmospheric, or other conditions (including buildings, underpasses and other causes of interference) and/or circumstances beyond our reasonable control and therefore cannot promise that your Services will not have some disruptions or faults from time to time. Overseas networks may also be limited in quality and coverage. Outside the EEA, access to overseas networks will depend on the network infrastructure in place upon the arrangements between the foreign operators and us.

2.4. You will not be able to use your mobile equipment until the SIM Card has been activated in accordance with instructions provided at the time of purchase, included with the packaging or as shown on the website. We aim to connect your SIM Card to the Services within 7 days of accepting your order. If you place an order for an Additional Service or otherwise instruct us to change the Services (e.g. to bar calls) we will use reasonable endeavours to complete your order as soon as possible, but there may be a delay in your order being completed. We will not be liable to you for any costs, expenses or claims arising directly or indirectly out of such delay.

2.5. Please note that the confidentiality of your voicemail messages cannot be guaranteed. You must not record an abusive greeting message. You may not be able to use the voicemail service whilst abroad.

2.6. The Services may be used by you to access or link into websites, resources and/or networks worldwide. We accept no responsibility for the content, services or otherwise in respect of these and you agree to conform to the acceptable use policies of such websites, resources and/or networks.

2.7. By default, billing is provided through your IQ online account at www.helloiq.co.uk and in the IQ app. Therefore, it is a condition of this Agreement that you provide us with a current email address for billing purposes and that you maintain this address and advise us promptly of any changes to it. It is your responsibility to verify that your mailbox is in proper working order and you must assume the risk of all consequences for errors in sending and receiving email, unless caused by our negligence. If you would prefer to receive your bill in a paper format (for which we may charge you in accordance with the Price Book) please call us on 01158381580 and we will arrange this for you.
2.8. On connection of your SIM Card to the Network (or at any time later on), we will apply a credit limit on the charges you may incur during each monthly billing cycle (we call this a "Credit Limit"). You can adjust your credit limit by contacting our customer service team.  Once we have established that you have exceeded your Credit Limit (which may take some time particularly if using your roaming service), we have the right to suspend the Services until payment of all charges (including any reconnection charge) has been made and you will, in attempting to make any call, be automatically diverted to our customer services to arrange such payment.
2.9. You are able to use the Service to call the emergency services in the UK. Your number will be shown to the emergency operator. When making an emergency call, your location information will be provided to the emergency operator to the extent technically feasible.

2.10. You agree that we may use other suppliers to provide any part of the Services and that we may share personal information with them for that purpose. You can find more information how we share your personal information in the Privacy Policy.


3.1. Equipment means any phone, tablet or dongle or other internet enabled device compatible with our Network that you use to access the Services at any time.

3.2. Your Equipment is supplied by us directly when you take Plan.  We will own any equipment provided to you by us for the first six months of the Minimum Term.

3.3 During the six month period you:

3.3.1. must not sell or permanently give the Equipment to anyone else without prior written consent from us not to be unreasonably withheld; and

3.3.2. must take reasonable care of the Equipment and keep it in reasonable condition as if you owned it. The risk of damage to the Equipment will pass to you on its delivery so you are responsible for any repair or insurance policy; and

3.3.3. cannot change or alter the Equipment, other than standard software updates and app purchases.

3.4 After six months of the Minimum Term, and provided you have not broken any condition of these Terms and Conditions you will automatically own the Equipment.

3.5 If your Equipment is stolen, damaged, destroyed or lost, we do not have to give you any refund for any services that you have paid for in advance or for the cost of the
Equipment. You must contact us immediately so that we can suspend your services to prevent further calls being made using your Equipment. Whether for free or for an upfront cost.
Using the services

4.1. You will be responsible for all charges that have been incurred for the Services, including any charges that you incur in excess of the usage limits set out in you Plan and any charges that you incur for minutes, SMS or data that are not inclusive in your Plan. Charges are set out in the Price Book.
4.2. If you use your SIM Card abroad, you will be charged for the calls that you receive as well as for those that you make except when you roam in the Economic European Area in which case, subject to our Fair Use Policy, your voice and SMS usage will be charged at the same rate as the UK rate and your data allowance will be calculated in accordance with the EU Roaming Regulations. Charges incurred using your roaming service may take longer to be charged than normal charges. You will be charged for the calls that you receive in the UK from rest of world locations.

4.3. You are responsible for anyone who uses your mobile services, which are only for your personal non-commercial use.

4.4. You must not use your mobile services for any purpose we believe is abusive, illegal, fraudulent, breaches regulatory requirements, a nuisance, for criminal activities or that does not comply with any of our instructions. For more information on using our services and restrictions please review our Acceptable Use Policy. 

4.5. We reserve the right to suspend or throttle the service if we have reason to believe that the SIM card is being used for commercial purposes, fraudulently or is having an adverse impact / damaging our network in any way. The longest single call you can make is 1 hour, beyond this you will need to hang up and dial again or risk being charged per min minute as per the out of bundle charges. 

4.6. We will choose a number for you to use with your Equipment on the network. If you have an existing number, we will provide the opportunity for you to move it over to IQ. However, we reserve the right to change your phone number if needed - if you have registered with us, we will let you know if this is the case.

4.7. The phone number, SIM card and software in it does not belong to you and we are licensing it to you to use with the services only. We may change your SIM card or tell you to return it at the end of this Agreement.

4.8. This Agreement does not cover any mobile equipment that you use to access our Services and you will have sole responsibility for that equipment


5.1. Payment for your Plan is taken in advance: we ask that you register a payment method (e.g. debit, credit card) to pay for any recurring charges, or one-time purchases (e.g. Extras). We will send a payment confirmation by email each time we take payment for your Plan or Extras.
5.2. You may be required to top-up your account to be able to use any of the services that are not included in your Plan, for example, roaming outside the Europe Zone.
5.3. We may require you to pay a deposit for the Services or Additional Services. Such deposit will be reasonable, non-interest bearing, retained for a minimum period advised to you or until your final invoice has been paid following termination of this Agreement and charges incurred by you may be offset against this deposit. If there is a remaining deposit after all charges are recovered, this will be refunded to you. At any time after the minimum period advised for holding your deposit, you may ask for a refund of your deposit, but this may result in us restricting the use or provision of the Services or reducing your Credit Limit (defined below).
 Please note that the Credit Limit (Capped Guarantee) does not act as a cap to prevent further charges arising and you may be able to incur charges which result in you exceeding your Credit Limit. If this happens, you will still be liable to pay for all charges incurred in excess of your Credit Limit. We may restrict your ability to purchase Additional Services based on your Credit Limit. Upgrades are at the sole discretion of IQ and will be subject to Minimum Period duration unless we notify you otherwise.

5.4. If you fail to make payment we may ask a debt collection agency to collect payment on our behalf. If we do you may have to pay us an extra amount as compensation for breaking the terms of this Agreement which will include such reasonable costs of collection. This clause shall survive termination of the Agreement.

5.5 Failure to make payment of any charges may result in us terminating or suspending this agreement

Losing your Equipment

6.1. If your Equipment containing your IQ SIM card is stolen, damaged, destroyed or lost, we do not have to give you any refund for any services that you have paid for in advance or for the cost of the Equipment. You must contact us as soon as possible so that we can suspend our services and stop someone else using your mobile. Your maximum liability for charges incurred up until you notify us will be as follows:

6.1.1. Account holder will be charged up until notification

Suspension, disconnection and ending the Agreement

7.1.If you want to end the Agreement, because you simply want to leave us, you can cancel by contacting us and giving 30 days’ notice or requesting a PAC or N-Pac code to port out (see section 8 – Switch services) – please be aware that you are responsible to pay to the end of the Minimum Term in the event of Switching,cancellation or termination prior to the end on the minimum term of your contract.

7.2. you may be required to pay a termination fee if you are still in commitment.
7.3. You shall be entitled to cancel your Agreement if purchased online within 14 days without incurring a termination fee, you will however be responsible for all charges incurred including the Plan cost on a pro rata basis to the point of termination.  If you terminate this Agreement for any other reason but during the Minimum Term, for any reason other than us being in material breach of this Agreement, you will be immediate liable for all charges payable during the Minimum Term.
7.4. If we want to suspend our services or end the Agreement. We may suspend our services or end the Agreement if,
7.4.1. You use the services in a detrimental way (see Acceptable Use Policy);
7.4.2. You choose not to use the service for 180 consecutive days. Using the service means purchasing a plan, paying monthly recurring charge or making any chargeable outbound activity;
7.4.3. You breach a fundamental obligation under the Agreement;
7.4.4. You use any of our services in a way that may damage or affect the operation of our network;
7.4.5. You tell us that your Equipment containing your IQ SIM card has been lost or stolen;
7.4.6. You become bankrupt or make an arrangement with creditors. We may need to suspend our services if asked to do so by regulators or if required by law.
7.4.7. You have reached or exceeded your credit limit.
7.4.8. You have not made payment of the charges when they fall due

7.5 If we terminate the Agreement for any of the reasons in 7.3 above we will be entitled to recover from you any charges due and payable under the Minimum Term.
7.6. We may end the Agreement if we are permanently unable to provide our services to you.

7.7 We may terminate this Agreement with you by giving you 30 days notice of termination.  On termination we will no longer provide the service to you and we will have no further liability to you.

7.8 If we suspend the mobile services because you have chosen not to use them for 180 consecutive days we will send you a text notifying you that you should purchase a Plan or top up your account or make a chargeable outbound call (but not calls to 191), send a chargeable text or use your data within the next 90 days. If you then fail to do so within 90 days from the date of the text because you have not kept to this Agreement or not used the services for 270 consecutive days, we will disconnect your mobile services and you will lose any credit held on your account. 

7.9 If you reach the credit limit on your account we will suspend that part of your service, but you will still be able to use remaining parts of your inclusive allowance. If you have used up all inclusive allowance and reached your credit limit you will be fully suspended.

7.10 We will try to tell you when we suspend, restrict or end your use, but we do not have to.
Switching services
8.1  If you wish to switch your Services to an alternative provider you can request
8.1.1 a PAC (Porting Authorisation Code), if you want to transfer your number to another provider, by texting PAC to 65075 ; or
8.1.2 a N-PAC code (Non - Porting Authorisation Code), if you only want to change service provider without retaining your phone number by texting STAC to 75075 requesting the N-PAC code. 
8.2 If you do not want to text your request you can also call Customer Services or make the request onlineby login in to your “MY Account” at www.heloiq.co.uk
8.3 No charge will be made for the request, however as set out in section 7.1 if you are within the minimum term of the contract you will still be liable for charges to the end of the Minimum Term.  In order to obtain the amount payable to the end of the minimum term  text “Info” to 85075.
8.4 Following receipt of your request we shall validate you details and will try and respond immediately with the following:
  • he PAC or N-PAC code;
  • any applicable termination charges;
  • the amount of any credit balance if any;
  • details of any balance owing for the handset;
  • the contract end date;
  • any further information relating to other Services provided
  • a link to  to the login page of your My Account at www.helloiq.co.uk
8.5 The PAC or N-PAC code should be given to your new provider but will only remain valid for 30 days.
8.6 Once you have activated your new SIM on the new providers network, our Services to you will be deactivated.  This process will be completed automatically within one working day of activation of the new providers SIM, unless you have requested a delay.

Changing charges or services

9.1. We may change our charges or introduce new charges. If we increase our charges, we will give you at least 15 days’ notice in a way which we consider is reasonable, for example by sending messages using the services. If we believe any change in our charges will not disadvantage you, we may include it without telling you. 

9.2. We may make changes to or withdraw Services at any time and we can make changes to or introduce new terms to this Agreement at any time by publishing amended terms. If these changes are of material detriment to you, we will give you 15 days’ notice. The changes will apply when we publish details of them in a way which we consider is reasonable, for example by sending messages using the services or by updating the terms as shown on our website on our website www.helloiq.co.uk 

9.3. By continuing to use the services, you agree to these changes. If you are not happy with any of these changes, please contact us to discuss.

What we do with your information and contacting us

10.1. Our Privacy Policy sets out how we and our group companies may collect, use and share your personal information. As part of this Agreement, you agree to our Privacy Policy and acknowledge that our Privacy Policy may change from time to time. You will find the latest Privacy Policy on our website and you should check back every now and then for the latest version. For any questions, you can contact us at IQ@Techhouse.com
10.2. If the information provided by you or about you is false or inaccurate and fraud is identified, your details will be passed to fraud prevention agencies to prevent fraud and money laundering.

10.3. Contacting us and complaints. We’ll send you notices by post, voicemail, text or email. If you need to speak to us or have a complaint, please call Customer Services or simply send your complaint to IQ@Techhouse.com
10.3.1. If we can’t fix your issue you may; ask that the matter is referred to an independent ombudsman under our customer complaints code or by contacting us; or
10.3.2. if you have an issue with goods or services bought online you can refer to the EC Online Dispute Resolution website.

IQ - Acceptable Use Policy

11.1. This Acceptable Use Policy covers your usage obligations for your IQ Services and forms part of your Agreement with us, along with your IQ Terms and Conditions. This policy sets out your usage obligations, what you can do to avoid breaching the policy and what happens if your usage is deemed to breach of the policy.

11.2. You have an obligation to use our services for private, personal, and legitimate consumer purposes only. Failure to adhere to the policy may mean a loss of or restriction to your service. Below is a non-exhaustive list of your obligations and the types of activity which you should avoid.
11.2.1. Make sure you use our services only for private, personal and legitimate consumer purposes. You must not use our services for business purposes. Avoid: Making calls, or sending texts in relation to the marketing, promotion or administration of a business, group or organisation; or any non-private/non-personal purpose. For example, sending bulk texts to a customer base, or a non-private/non-personal group distribution list; or making an excessive number of calls to an unusually large number of recipients, with the intention of promoting a business or service, or non-personal purpose would constitute use of our service for non-personal consumer use and would be in breach of this policy.
11.2.2. Do not use our services to generate artificially inflated traffic or to send automated or unsolicited text messages.
11.2.3. If you have subscribed to an unlimited call and SIM package you must not (Standard out of bundle charges will apply if you are in breach of these): exceed 99 separate contacts in a calendar month. exceed 60mins on one call, if you wish to talk for longer you would need to hang up and re-dial. Avoid sending SPAM text messages, as these are examples of usage which would be a breach of this policy.
11.2.4. You should not use, or allow anyone else to use, our services for call forwarding services, concurrent calling, paging services, onward calling services or to contact numbers that pay a revenue share and you can’t resell our services. Avoid: making unusually high volumes of calls; or making calls to earn financial revenue or other reward.
11.2.5. You must not establish, install or use a gateway device, application or SIM box (including devices tethered via cable, Bluetooth or wifi, to a computer or the internet, when used for making large volumes of calls or sending large volumes of texts). Avoid: Using gateway devices, applications, or SIM boxes to send automated messages or make automated calls.
11.2.6. You must not use our services for fraudulent or criminal purposes or in breach of law including making calls, sending messages which include or posting or downloading content which is offensive, defamatory, indecent or a nuisance. Avoid: using our services to make nuisance calls, illegal file sharing or downloads or viewing illegal content would be a breach of this policy.
11.2.7. Use of our services whilst in our Europe Zone (excluding the UK) roaming destinations is intended for temporary, periodic travel such as holidays and short breaks and should not be used for extended periods of travel or if you are permanently resident in these destinations. Avoid: Using your SIM outside of the UK for prolonged periods of time which don’t resemble reasonably usual consumer holiday patterns or travel behavior.

11.3. If you use our services outside of the UK for more than 50% of a rolling 4-month period, we will send you a text requesting that you moderate your use of our services. If your use of our services outside the UK continues to exceed 50% of your total usage in the two weeks following such a request this usage will fall outside our Acceptable Use Policy and we will impose further charges on your account or reserve the right to disconnect or restrict your service. Further information on roaming charges outside the UK can be found at www.helloiq.co.uk.
What happens if your usage falls outside this Acceptable Usage policy?

12.1. If we suspect you’re not behaving within our Acceptable Use policy, we reserve the right to impose further charges on you or disconnect your SIM card at any time.
12.2. We may also restrict access to just one part of your service (for instance, restrict your use of our text service if we believe you have sent texts in breach of this policy).
12.3. We will contact you if we are required to disconnect your service. Data: If you are using the service in a way which we believe is harmful to our network we may introduce certain traffic management measures such as reduce your speed, reduce access to your Plan, impose further charges on your account or we may disconnect your SIM. We will attempt to notify you before any disconnection takes place.
Your Rights and Remedies

 13.1. We do not exclude or limit our liability for fraud or death or personal injury resulting from our negligence. Your statutory rights as a consumer are not affected by anything in this Agreement. Except for the preceding two sentences, we limit our liability to a maximum of £500 for any one incident or series of related incidents.
13.2. We will 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 entered into the Agreement with you, for example, loss of income, business, profit, savings and missed opportunities claims. In addition we will not be liable for any loss howsoever arising from
13.2.1. any use of the service that is contrary to this Agreement
13.2.2. Any change made to the Service
13.2.3. Any fault or failure in or failure of the mobile equipment used to connect to the Services
13.2.4. Anything that happens that is not under our control.
13.3 We will aim to provide the service provided to vulnerable and disabled customers that is fair and comparable to that of a non-disabled or non-vulnerable subscriber.  If a subscriber believes they have a disability or are vulnerable they should where possible make this clear to a customer service agent and we will store this to ensure that we are aware when dealing with the subscriber.

14.1. We may transfer this Agreement to anyone at any time provided doing so does not adversely impact your rights under the Agreement. You’ll need to get our permission before transferring the Agreement and the person you are transferring to will need to pass our credit check.
14.2. When you use your Equipment, your number may be shown to the device being contacted. Your number will always be shown if you contact 999 or 112
14.3. If we fail to enforce our rights under this Agreement, it will not prevent us taking further action at a later date
14.4. If any court or competent authority finds any of the terms of this Agreement to be invalid or unenforceable, the other terms of this Agreement will be unaffected.
14.5. This Agreement is governed by and interpreted by the laws of England and Wales, Scotland and Northern Ireland. Any disputes arising will be subject to the exclusive jurisdiction of the courts of England and Wales unless we decide to take proceedings in the courts of your home in Scotland or Norther Ireland.

  • The competition will run as advertised
  • The prize will be as advertised
  • To qualify for the competition, individuals will need to fill in the competition entry form.
  • Only one entry per person
  • The draw for the winner will take place after the competition has finished.
  • Handset may be network locked.
  • The Prize cannot be exchanged for cash.
  • IQ Mobiles Limited reserve the right to withdraw the competition or disqualify entrants for breach of the above terms.
  • You do not have to opt in to be eligible to win
  • If you do opt in in you will receive emails about new products, special offers, competitions, and surveys. Your data will not be passed to third parties and you can unsubscribe or change your preferences at any time from the links in the emails you receive.