Pay Monthly (SIM only): Terms & Conditions

If you would like these Terms and Conditions in large print, please call our customer service department on 01158 525 343.

PART 1 – GENERAL

About your agreement and the terms that we use

In these Terms and Conditions we refer to IQ Mobile as “us”, “we” or “our” and we refer to you as “you” and “your”. When we refer to our “Service” or “Services”, we mean the pay monthly services that you have asked us to provide to you.

IQ Mobile is a trading name of TechHouse Communications Limited whose registered address is Genoa House, Juniper Drive, Battersea Reach, London SW18 1FY
Your agreement with us includes the following documents:

(a) this document (“Terms and Conditions”);
(b) the contract you signed in store or online (“Contract”);
(c) the latest list of our charges (as defined below) for the Service (“Price List”);
(d) our latest policy setting out how we collect and use your personal information (“Privacy Policy”); and
(e) the fair use guidelines and standard of conduct we have set for the use of the Services (“Fair Use Policy”).

You can find our Price List, Privacy Policy and Fair Use Policy on our website at www.helloiq.co.uk or you can obtain copies by contacting our customer services team on 01158 525 343.

2. What this agreement covers

This agreement covers the SIM card and any minutes, texts, data or other services we provide to you. The price plan you chose will set out an allowance for inclusive minutes, texts and data. All minutes, texts, data or other services that are not inclusive in your price plan will be charged at the standard rates set out in the Price List.
Your inclusive minutes and texts are for calls and texts to UK landlines which start with the prefix 01,02, 03, and UK mobile networks and using our voicemail services in the UK. Your inclusive texts do not include short-code texts to other services.
Your inclusive texts are for person to person texts and do not include text message delivery notifications. Your inclusive mobile internet browsing is subject to the price plan that you choose. None of our price plans include peer to peer file sharing and may not include using your mobile phone as a modem. Mobile internet browsing applies within the UK only. Any use when you are abroad will be charged at the relevant international rate set out in the Price List.

This agreement does not cover any mobile equipment (e.g. mobile phone, laptop or other equipment and the SIM card) that you use to access our services. You will be responsible for the mobile equipment that you use, including confirming that the mobile equipment that you use is able to be used in connection with our Services. If you lose your mobile equipment or if it gets stolen, we will not be responsible for any call or usage charges that are made. You must tell us as soon as your mobile equipment has been lost or stolen so that we can deactivate the SIM card and stop further calls being made.

How you can contact us

If you need to contact us, you can call us on 01158 525 343 or 500 on your IQ Mobile sim. Our customer services department is open between 9am and 6pm Monday to Friday. The Charges for your call will be as set out in the Price List.

3. Retail Price Index (RPI)

Pay Monthly tariffs for IQ customers will be adjusted every year in March by the Retail Price Index (RPI) rate of inflation announced in February that year.

4. About the Services we give to you and when they start

We can only provide you with the Services if you have:

(a) completed the Contract for "Pay Monthly Services"
(b) set up a valid direct debit to pay us for the Services; and
(c) made the initial payment that is specified in the price plan you choose for our Pay Monthly Services, usually the equivalent of one month’s line rental.

The Contract will start from the date that your SIM card is activated.

If you change your mind within 14 days after this agreement starts and you wish to cancel your agreement with us you can tell us by contacting our customer services department. You may cancel your agreement if you have activated your IQ MOBILE SIM on our network and used any part of the Services but this may incur a termination fee. You will incur Charges for any usage that you have made. Please be aware that there is no cooling off period if purchased in store.

You will not be able to use your mobile equipment for our Services until the SIM card has been activated in accordance with the instructions that we provide on our website and/or in the SIM user guide that will be with your SIM card. The SIM card, and the software on it, belongs to us and we are licensing it to you only for the time that this agreement continues. If you need a replacement SIM card, you can phone customer services and we will send you one.

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 requirements set out in your price plan and any Charges that you incur for minutes, text or data that are not inclusive in your price plan. You agree that we can take such payment from the direct debit have registered with us. We will tell you at least 10 days before your account is debited with these additional Charges.

We will provide the Services to you using the same skill and care as other telecommunications service providers. We will do everything we reasonably can to provide the Service to you without any interruptions. However because of the way in which mobiles and networks work and because we use the networks of other service providers to provide you with the Services, we cannot promise that your Services will not have some disruptions or faults from time to time.

If there is a fault or disruption in the Services, we will try to restore them as soon as possible and limit any disruption to you, but we are not responsible for delays in restoring the Services which are beyond our reasonable control as described in section 8 (Your rights and remedies).

Please be aware:
We may occasionally need to change or update the Services;
We cannot guarantee the exact date or time on which the Services will start or the SIM will be activated;
If you do not use the Services for a certain period of time, we have a right to suspend and deactivate the SIM card and number allocated to you (see section 7 (Our rights to suspend or cancel the Services))

  • We may monitor the usage of your account and may suspend the service if we believe there to be fraudulent behaviour.

If you go abroad it is your responsibility to ensure that you are properly set up to be able to use the Services. The Charges for using the Services when you are abroad may vary depending on the network in other countries. You will be responsible for these Charges. We cannot guarantee the quality or coverage that you will receive when abroad. You may not be able to receive the Services if you go abroad.

When you use your mobile equipment, your number may be shown to the mobile equipment being contacted. Your number will always be shown if you contact 999 or 112.

5. What you promise us

You promise:

  • That all information you supply to us is and will be correct and not misleading;
  • To pay us the charges for the Services (“Charges”) on time, in the way we have agreed with you in section 6 (Charges and Payment);
  • You will comply with our Fair Use Policy;
  • That you will be responsible for monitoring your own use and spend on your mobile equipment;
  • That you will not use the Services or mobile equipment (or allow the Services or mobile equipment to be used):
  • in any way which breaks the law;
  • in any way which breaks any regulatory requirements;
  • to make any call and/or send, knowingly receive, upload, download, use or reuse any material which is offensive, abusive, indecent, defamatory, obscene or menacing, or in breach of confidence, copyright, privacy or any other rights, or which does not comply with our Fair Use Policy;
  • in any way which causes harm or distress to anyone, including breaching the legal rights of anyone else (such as copyright);
  • in any way that is fraudulent or could lead to fraud;
  • in any way that affects, or causes harm or damage to, our network or business, or the network, operations or business of any of our service providers; and/or
  • in any way that does not comply with any of our instructions (or the instructions of our suppliers).

You agree that you, not us, are responsible for any content or services that you access via your mobile equipment. You shall not resell the Services to anyone else.

You agree that we may use other suppliers to provide all or any part of the Services and that we may share your personal information with them for that purpose. You can find further information about how your personal information is collected and used in section 11 (Your personal information) and in our Privacy Policy.

6. Charges and Payment

When you sign up for our Services you will need to make the initial payment set out in the price plan you choose you can make this payment by any Mastercard or Visa credit or debit card. Your credit card or debit card will be encrypted to minimise the potential of fraud, a breach of security or unauthorised disclosure of your details. After this initial payment you must set up a direct debit if you want to keep receiving the Services.

All other Charges will be paid using the direct debit you set up when you completed the Contract. If your direct debit fails for any reason you must contact our Customer Service team and pay your bill by any Mastercard or Visa debit or credit card. If your direct debit fails we shall be entitled to suspend or terminate the Services.

You are responsible for the cost of all calls made using your mobile equipment, including any calls made by another person or by a computer.

Promotions are limited to one sign up per customer. If we believe that you have previously enjoyed a promotion we may choose to remove the promotion and charge the standard monthly charge.

You agree to pay any applicable charges as per the standard Terms and Conditions of your contract.

Each time you use your mobile equipment to use our Services (whether used by you or used by someone else) the usage will be debited from your pay monthly maximum limit. You can access your account through our website to see your usage. We will not be responsible for refunding or crediting any Charges that are incurred on your mobile equipment, even if your mobile equipment is lost or stolen.

You will be responsible for paying the full pay monthly charges set out in the price plan you choose whether or not you use the Services up to the pay monthly maximum limit set out in that price plan each month. Any unused elements of the monthly bundle will not be carried forward to the next month or any other month. A month may not be a calendar month, but will be each month within your specific monthly billing period. We will tell you what this monthly billing period is when you complete the contract at point of sale.

The Price List will set out any special offers that we have from time to time. We will charge VAT on the Charges as set out in the Price List. If the VAT rate changes then we may change the Price List accordingly. VAT is charged at the rate that is applicable on the date on which you use the Services.

International Roaming will be enabled after a deposit of £50 is paid. We may refuse to enable International Roaming if there is an outstanding balance on the account and/or there is no valid Direct Debit set up on your account.

The International Roaming Deposit will be held on your account for a minimum of 6 months after which you can request this to be refunded. If there is an outstanding debt on your account, you agree that the deposit can be used as payment against this debt and we will refund you the difference if applicable. If there is no outstanding debt, we will refund you the full amount of the deposit.
Upon cancellation of service, the International Roaming Deposit will be refunded after your account has been settled in full. If the account is not settled as per the date on your final invoice, you agree that the International Roaming Deposit can be used as payment against the outstanding debt on your account.

We will monitor International Roaming Usage on your account and may suspend your service if we believe there to be fraudulent activity.

If you owe us any money and you do not pay this to us when we ask you for it we may deduct this by direct debit. We will tell you before we do this. We may also charge you interest on any late or unpaid amount at the rate of 2% above the base rate of Barclays Bank.
You agree to pay the charges as soon as you receive your bill unless otherwise agreed by us. If you think that the charges on your bill are incorrect and wish to dispute those charges, you must tell us straight away. You must pay any charges that are not disputed. We will not suspend or end a service while we investigate any dispute.
If you do not pay your bill, we may ask a debt-collection agency to collect the payment on our behalf. If we do, you may have to pay us an extra amount by way of compensation to us for breaking the terms of this agreement. This will not be more than the reasonable costs we have to pay the agency, who will add the amount to your debt on our behalf (this will depend on the amount you owe us). Any extra amount added to your bill will not be subject to VAT. This paragraph applies even if your agreement with us has ended.

You can end your contract with IQ Mobile by calling our customer care team and requesting to cancel. Email requests will not be accepted. Your Contract will be terminated 30 days following your next bill date.

Should you request a PAC code, you'll have 30 days before it expires. If you have not used your PAC Code by the end of the month, your contract will roll over to the next month to ensure your account remains active so you're still able to port across your number to the new network. In this case, your contract will terminate at the end of the next month if you have ported out. Please note that your contract will continue with us if your PAC code is not used. If you wish to end your contract without using the PAC code, you should call customer care and request to terminate your account.

We will email all bills and notices to the email address you have given to us. You must tell us about any changes to your email address and/or your postal address.

7. Our right to suspend or cancel the Services

We may suspend or cancel the Services (or any part of it) immediately and/or end this agreement if:

  • we are not able to provide the Services to you;
  • any agreement between us and any of our suppliers terminates or expires;
  • we believe that you are using the Services or the mobile equipment in a way that is inconsistent with this agreement, particularly section 5 (What you promise us) or the Fair Use Policy;
  • we believe you are using the Services in a way that affects or is likely to affect our reputation or the reputation of our service providers, in a negative way;
  • you have not used the Services for more than 6 months. We will send you a text before we permanently deactivate your SIM and number allocated to you;
  • your direct debit has failed twice in any 12 month period;
  • we believe you have given us false information;
  • we suspect that you are using the Services or the mobile equipment in an improper way, including if we suspect that you are or have acted fraudulently;
  • you use or try to use mobile equipment that is not compatible with the Services;
  • bankruptcy proceedings are brought against you, you do not make payment of a court judgment on time, you make an arrangement with your creditors, or any of your assets are the subject of any form of seizure;
  • we are told to do so by the government, emergency services or any other lawful authority;
  • we need to, or any network operator or service provider needs to, carry out repairs, maintenance or introduce new aspects to the Services; and/or
  • your mobile equipment is lost or stolen.

We will try to tell you as far in advance as we can if we are going to end the agreement.

Unless we suspend the Services (or any part of them) because of something you do (or fail to do), we will try to restore the Service as soon as possible.

8. Your rights and remedies

We do not exclude or limit our liability for fraud or for 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 you under this agreement to a maximum of £3,000 for any one incident or series of related incidents.

We will not be liable to you for any loss or damage that could not have been reasonably expected by you and us at the time of entering into this agreement, any financial loss (including any loss of income, business, opportunity or profits), any information which is lost or corrupted, or any damage or loss suffered or incurred by you as a result of:

  • any use of the Services in a way that is contrary to this agreement;
  • any changes made to the Services;
  • any fault in (or failure of) any mobile equipment used in connection with the Services or any antivirus software or other security features, except where any such damage or loss is a direct result of our negligence; or
  • anything that happens that is not in our reasonable control (such as network failures, war, terrorist activity, riots, malicious damage, fire, flood, storm, civil or military incident or compliance with any new law or governmental order, rule, regulation or direction or things that are not in our control but are in the control of our service providers).

 

9. Support and Maintenance Services

If there are any problems with the Services you must tell us immediately by contacting our customer services department. Our representatives will try to solve any problems for you. You agree to give our customer services representatives any help they reasonably ask for to help them solve the problem.

10. Changes to this agreement

We may change the Services, the Charges in the Price List (including introducing new Charges), the Fair Use Policy, or the terms of this agreement at any time. We will publish any changes on our website.

If we believe you will be caused significant disadvantage by any change or if we intend to increase our Charges we will notify you of that change at least 15 days before it takes effect. We may do this by publishing the change on our website, by advertising in the press, by giving you written notice by message or by email, or by any means that we consider is reasonable. If we do not believe our changes will disadvantage you we may include this change without notifying you.

If we cannot publish the change at least 15 days before it takes effect (for example because the change is necessary for security of the network, because of regulatory change at short notice, because one of our suppliers makes changes to its service at short notice, or because any service provider increases its charges at short notice), we will publish the change as soon as we reasonably can.

If you do not stop using the Services you will have agreed to the changes in accordance with this section.

11. Your personal information

We are registered under the Data Protection Act 1998. We take your privacy very seriously and the personal information which you provide to us will be used in accordance with our Privacy Policy. You agree that we may use the information we collect about you when you subscribe for the Services for the purposes of:

You agree that we may use the information we collect about you when you subscribe for the Services for the purposes of:

  • preventing crime or fraud. We may also need to pass your information to fraud prevention agencies and other organisations involved in crime and fraud prevention;
  • research, surveying, polling, general campaigning, and engaging with you, including sending you messages (email or SMS) for these purposes on our,or a third party's behalf,
  • marketing and promotion including calling or sending messages (email or SMS) for these purposes on our, or a third party's behalf.
  • dealing with emergency services;
  • monitoring and managing your account, including providing quality control services;
  • complying with our obligations to our service providers; and
  • as otherwise expressly set out in our Privacy Policy or as required by law.

The information we collect and process about you may include sensitive personal data. You also agree that we may use other suppliers to fulfil these purposes on our behalf, and that we may share your data with them in order to allow this.
Our Privacy Policy sets out more details about how we use your personal information. Please contact our customer services department if you want further details about with whom and how we share your personal information.

12. Complaints and dispute resolution

We aim to provide you with the highest quality of service. If you are unhappy with any aspect of the Service then please contact customer services.

13. Additional items

We may wish to transfer all or a part of our rights or responsibilities under this agreement to someone else without obtaining your consent. You agree that we may do so provided that the transfer does not significantly disadvantage you. After we notify you of the date of the transfer, your only rights under or in connection with this agreement will be against that other person and not us.

You must contact customer services if you want to transfer your agreement to someone else and you can only do so if we have agreed that you can in writing.

If you or we fail to enforce our rights under this agreement, it will not prevent you or us from taking further action.

We will send you notices by post, voicemail, text or other form of electronic message. We will assume that you have received them 48 hours after we have sent them.

If any court or other competent authority finds any of the terms of this agreement to be invalid or unenforceable, the other terms of this Agreement will not be affected.

This Agreement is governed by and interpreted in accordance with the laws of England and Wales, Scotland and Northern Ireland. Any dispute arising in connection with this Agreement will be subject to the exclusive jurisdiction of the courts of England and Wales unless you choose the courts of your home in Scotland or Northern Ireland.

 

Date last updated: February 2016

 

Privacy Policy - Pay Monthly

1. Introduction

We are IQ Mobile, part of TechHouse Communications Limited. In this document we refer to IQ Mobile as “us”, “we” or “our” and we refer to you as “you” and “your”.

This document, the "Privacy Policy", explains how we collect and process any personal data provided by you, meaning information about you which is personally identifiable such as your name, address, telephone number or email address. Such information is generally referred to throughout this policy as "Your Information".
When we refer to our “Service” or “Services”, we mean the pay as you go services that you have asked us to provide to you.

2. About us

We are a limited company registered in England and Wales, with registered number 05828002. Our registered office is Genoa House, Juniper Drive, Battersea Reach, London SW18 1FY and our website can be found at www.helloiq.co.uk .

3. What information do we collect about you?

We may collect and process the following data about you:

  • information that you provide by filling in forms on our Website or in store. This includes information provided at the time of registering to use our Services, or requesting further Services;
  • details of your visits to our Website or your use of our Services and the resources that you access;
  • if you contact us, we may keep a record of that correspondence. We may monitor and record calls you make to our customer services department for training and quality purposes;
  • your responses to messages and communications that we send to you for the purposes set out in section 4 (How will we use Your Information?);
  • sensitive personal data as set out in section 9 (sensitive personal data);
  • location data as set out in section 10 (location data);
  • debit and credit card details, banking details and other payment information.

We may obtain other information about you through the use of a cookie file which is stored on the hard drive of your computer. You can find out more about cookies and our use of them on our cookie info page [www.thepeoplesoperator.com/Cookies]. By accessing our Website you consent to the terms of our cookie policy. You can disable cookies through your browser settings. Please refer to our cookie info page for more information.

4. How will we use Your Information?

You agree that we may use Your Information for the purposes of:
- processing your order;
- supplying you with Services;
- contacting you when necessary;
- arranging for payment of Services purchased by you;
- informing you of upgrades or changes to the Services or new Services;
- dealing with complaints and Service issues;
- enhancing and developing new products and Services;
- debt tracing, debt recovery and credit management;

  • preventing crime or fraud. We may also need to pass your information to fraud prevention agencies and other organisations involved in crime and fraud prevention;
  • marketing and promotion including sending you messages (email or SMS) for these purposes on our, or a third party's behalf, provided that you have agreed that we can. If you do not want us to use your data in this way please let us know by contacting us at help@helloiq.co.uk ;
  • to create reports, analysis or similar services for third parties for the purposes of surveying, polling, or general campaigning, provided always that the data provided to such third parties is on an anonymous, aggregated basis, and you cannot personally be identified from it;
  • dealing with emergency services;
  • monitoring and managing your account, including providing quality control services;
  • complying with our obligations to our service providers; and
  • as otherwise expressly set out in this Privacy Policy or as required by law.

5. How will we share Your Information with third parties?

We may disclose Your Information to third parties:

  • if you are introduced to us by another organisation, we may share your contact information (name, address, phone number, email) with them so that they can contact you. They will be responsible for processing this personal data in accordance with their privacy policy.
  • if we have to share Your Information with any suppliers in order to allow them to fulfil the Services or any of the purposes set out in section 4 (How will we use your information) above, on our behalf;
  • if you have consented to us sharing Your Information with selected third parties whose products and services may interest you;
  • if we are under a duty to disclose or share Your Information in order to comply with any legal obligation, or in order to enforce or apply our Terms and Conditions (available on our Website) and any other agreement with you; or to protect the rights, property, or safety of IQ Mobile, our staff, our partners, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction; and
  • in the event that all or substantially all of our business assets are sold to a third party, in which case Your Information may be one of the transferred assets. In addition, when you use your mobile equipment, your number may be shown to the mobile equipment being contacted. Your number will always be shown if you contact 999 or 112. We may also share your location data with the emergency services as set out in section 10 (location data).

We may also share Your Information with credit reference and fraud prevention agencies. We may search the files of credit reference agencies and they may keep a record of that search. We can also carry out identity and antifraud checks with fraud prevention agencies. We and other organisations can access and use the information recorded by fraud prevention agencies from other countries. If you give us false or inaccurate information and we identify or suspect fraud, we’ll record this. Details of how you conduct your account may also be disclosed to those agencies, law enforcement agencies and other telecommunications companies. The information may be used by us and other parties in assessing applications for and making decisions about credit, credit related services or other facilities and insurance (including motor, household credit, life and other insurances and claims) from you and members of your household and for debt tracing, debt recovery, credit management and crime, fraud and money laundering detection and prevention. Information may be used by us and other parties for checking your identity, checking details of job applicants and employees, statistical analysis about credit, insurance, fraud and to manage your account and insurance policies. We may also perform subsequent searches for the purpose of risk assessment, debt collection and fraud prevention with one or more credit reference agencies and/or fraud prevention agencies. If you would like more details about the fraud prevention and credit reference agencies we share Your Information with, please contact us at help@helloiq.co.uk.

6. How long will we retain Your Information for?

We will retain Your Information for as long as is necessary to fulfil the purposes for which it was collected or as otherwise required by law.

7. Will we transfer Your Information overseas?

Your Information may be transferred to, and stored at, a destination outside the European Economic Area ("EEA"). It may also be processed by staff operating outside the EEA who work for us or for one of our suppliers. We will take all steps reasonably necessary to ensure that Your Information is treated securely and in accordance with this privacy policy.

8. How do we protect Your Information?

The security of Your Information is important to us. We maintain appropriate administrative, technical and physical safeguards to protect Your Information against accidental or unlawful destruction, accidental loss, alteration, unauthorised disclosure or access, use and all other unlawful forms of processing of the personal data in our possession. We use the same level of skill in protecting Your Information as other telecommunications service providers.

9. Sensitive personal data

You agree that some of the information we collect about you may constitute sensitive personal data. If you are introduced to us by a trade union of it you nominate a trade union in accordance with our Terms and Conditions (which can be found on our Website), we will keep a record of this. To the extent we process any sensitive personal data, we will only process it for the purposes described in this Privacy Policy.

10. Location data

Your mobile device may send location data to us when you use the Services. We may share this information with the emergency services when you make an emergency call. You agree that this location data may also be used by us or our suppliers to provide you with localised services or marketing.

11. Access to Your Information, correction and unsubscribing

  • You have the right to request a copy of the information that we hold about you. If you would like a copy of some or all of Your Information, please contact us at help@helloiq.co.uk. We may make a small charge for this;
  • We want to make sure that Your Information is accurate and up to date. You may ask us to correct or remove information you think is inaccurate by contacting us at help@helloiq.co.uk ; and
  • You have the right to ask us not to use Your Information for marketing purposes. To change your marketing preferences, or to unsubscribe, please contact us at help@helloiq.co.uk

12. Complaints

We aim to provide you with the highest quality of service. If you are unhappy with our use of Your Information then please contact our customer services department.

14. Other matters

We will send you notices in connection with this Privacy Policy by post, voicemail, text or other form of electronic message. We will assume that you have received them 48 hours after we have sent them.

If any court or other competent authority finds any of the terms of this Privacy Policy to be invalid or unenforceable, the other terms of this Privacy Policy will not be affected. This Privacy Policy is governed by and interpreted in accordance with the laws of England and Wales, Scotland or Northern Ireland. Any dispute arising in connection with this Privacy Policy will be subject to the exclusive jurisdiction of the courts of England and Wales unless you choose the courts of your home in Scotland or Northern Ireland.

We are constantly looking for new ways to improve our Services and our Website. We may amend this Privacy Policy from time to time.