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Terms & Conditions

Voice Mobile Ltd Terms and Conditions

These Terms & Conditions apply to any customers placing orders online or via the telephone:

1. Payment and Ownership of Goods

1.1. We accept payment by Visa, Delta, Maestro, and MasterCard.

1.2. Voice Mobile Ltd will only debit any credit/debit card when securing goods to be despatched. The bank may 'hold' or 'allocate' the funds for the transaction.

In these terms & conditions of Business: - "Goods" means goods or products offered for sale by us. "Goods" also means mobile phones that are discounted or supplied free with monthly paid contracts.

1.3. "Promotional Product" means an item or product offered free of charge with goods that have been supplied and paid for, or discounted to free.

1.4. Goods and promotional products supplied by us remain our property until the goods are paid for in full. If the payment is declined by the bank or cheque issuer, whether before, or after, dispatch of the goods, we will treat the order as cancelled. If the goods and promotional products have been dispatched we may:-

a) Require the return of goods and the promotional products to us in a resalable condition within 14 days,


b) Require payment in full by satisfactory alternative means within 14 days.

1.5. Any claim or obligation under this clause is without prejudice to our rights under Clause 14 of these terms & conditions of the Business.

1.6. We verify credit card details when we take payment for a handset. Even if the handset has no up-front costs we will still debit a nominal sum of money from the given credit card account for the purposes of credit card verification. This is ONLY for verification purposes and this sum debited will be automatically refunded, banks can however take up to 5 days to process refunds. After this transaction is complete, we will take payment for the phone, handset, or any other items in the basket that require payment.

1.7. Failure to make payments in full and on time may result in your account being passed to a debt recovery agency. The customer understands they are liable for all legal and debt recovery costs, should such action occur.

2. Placing an Order & Stock Availability

2.1. All items offered on our website are subject to availability. We endeavour to advise on our website any items that are currently out of stock, wherever possible. If an item ordered is out of stock we will notify the customer within two working days of the order being placed. We shall advise of the likely time scale of any delay, but customers have the right to cancel the order at any point.

2.2. Orders for any of our products can be placed via our Secure Online Server, or by telephoning our Sales Team.

2.3. All required fields and sections of our order forms must be completed with the correct information.

2.4. We aim to process and dispatch all orders as quickly as possible - usually within two working days providing we have all the necessary information and the line is eligible to proceed with the connection. Business orders may take longer due to verification and credit checking processes.

2.5. All orders are checked by our Order Verifying Team for the security of both the customer and Voice Mobile. Our Order Verifying Team or the mobile phone network may request proof of address and/or proof of identification from customers before an order can be processed. If this is the case we will contact these customers giving full details of what is required.

2.6. If payment for an order is made by credit or debit card we may carry out checks or "authorisations" with the card issuer for security reasons. If any problems occur with the authorisation of a credit or debit card we will contact the customer for further details.

2.7. All applications for a pay monthly mobile phone "contract" are subject to a credit check - the mobile phone network may in some cases ask for a security deposit to be paid by the applicant before a connection can be made. The network may also decline your application in certain instances. If either of these occurs we will contact you and advise you of the situation as soon as it arises.

2.8. Complications caused by any of the above in Clauses 1.3 - 1.5 may cause a delay in the processing and dispatch of your order.

2.9. For anti-fraud reasons customers may be restricted to the number of purchases they can make in any period, at the discretion of Voice Mobile.

3. Website Accuracy

3.1. Our website production & design team work extremely hard to ensure our website is as accurate as possible and in order to achieve that our website is updated regularly.

3.2. We cannot however guarantee the accuracy of information supplied, especially aspects like product specifications, network tariffs, call charges, special offers and promotions which may change without prior notice, before or after you have placed your order with us.

3.3. Pictures of products are a representation only and should be used just as a guide. Specifications and/or colours of products may change/vary without prior notice before or after you have placed your order with us.

4. Product Warranty

4.1. Most products come with a 12-month manufacturer’s warranty, apart from a pre-owned product that has no warranty but a change of mind return time frame of 14days and Samsung devices that come with a 24 month manufacturer’s warranty. You will need to contact the manufacturer in relation to exchange. This warranty does not affect a customer's statutory rights which cannot be excluded or restricted by law.

4.2. Additional insurance for mobile phone handsets maybe available at an extra cost on certain products. We do advise that customers consider taking this "Insurance" wherever possible. This can also be purchased at point of sale with Voice Mobile Ltd or at a later date if required.

5. Delivery of Your New Phone and Tariff

5.1. We will endeavour to process all orders placed before 3pm Monday to Friday, the following day and then dispatch for FREE with next working day delivery. If we are unable to process and dispatch an order in this time we will notify the customer as soon as possible.

5.2. Delivery will be made to the address that your mobile phone and credit card is registered to.

5.3. When the order is ready for dispatch the customer will be contacted by our dispatch team who will confirm the date assigned to ensure the delivery will be accepted and signed for.

5.4. All deliveries are subject to stock availability at the time of order confirmation.

5.5. Delivery of the contract mobile phone is subject to the customer passing security, identification and network credit checks.

5.6. Voice Mobile Ltd cannot be held responsible for any delivery delays with any courier used. Delivery is subject to the availability of the delivery service.

5.7. Delivery times may vary for non-mainland and Highlands deliveries.

5.8. Delivery suppliers will attempt delivery once and leave a calling card if delivery is unsuccessful. In the event of an unsuccessful delivery your parcel will then be available for collection from a depot, warehouse or other depository. If the delivery has not been arranged for collection or re-delivery within 48hours the parcel will then be returned to us. In this occurrence a charge of £12.00 for re-delivery will be incurred. Re-delivery should be arranged by contacting our customer experience team.

5.9. At time of despatch, it is the customer's responsibility to check all correspondence is correct and sign anything required and notify us of any errors within five working days.

5.10. The customer will receive minutes, texts and data on a pro rata basis up until the first bill date. This means the allowance may be reduced before the first bill is printed. To check the allowance up until the first billing date, customers should call 150,345, or 158 (dependent on account type), after inserting their new SIM if required into their new handset.

6. Privacy of Information

6.1. Any information collected by Voice Mobile Ltd, including that gathered at the time of ordering/registration is collected lawfully and in accordance with the Data Protection Act 2003.

6.2. Voice Mobile Ltd does not sell any customers' personal information, including email addresses, to any organisation or third-party. Customer's information may be transmitted to other necessary companies (i.e. the mobile phone networks) for purpose of processing orders placed with us, or for providing additional services that are related to orders that have been placed with us, but at no detriment to the customer's privacy

6.3. The customer is in agreement that we may use personal information provided in order to conduct appropriate anti-fraud checks. Personal information that is provided by the customer may be disclosed to a credit reference or fraud prevention agency and relevant authorities, which may keep a record of that information.

6.4. From time to time we may send you information via email or post regarding your purchase or regarding other services/products available from Voice Mobile Ltd. If you wish to opt out of any marketing material you receive from ourselves, please do so via the contacts provided on our website. This can be via writing, calling or email. You can also opt out by texting END to 87007 or if you receive a marketing email there will be an Opt Out click button at the bottom of the email. Please note any requests may take up to 10 working days to process. If you receive any further correspondence after your request within this 10 day period, please disregard it.

6.5. If you require any further information regarding our Privacy of Information Policy please email

7. Pricing

7.1. Unless we indicate otherwise, all prices stated include VAT and delivery to mainland United Kingdom (excluding Eire). Errors and Omissions are accepted.

8. Mobile Phone Contract Connections and SIM Card Connections

8.1. All mobile phone contracts are subject to a minimum contract term. All contract connections are subject to status and acceptance by the Network concerned to United Kingdom residents aged 18 years or over. Contract upgrades are also subject to a further minimum term contract.

8.2. A credit check will be carried out by the network/provider prior to connection using the information supplied by the applicant. We will always advise the applicant of any negative credit assessments and connection refusals. Voice Mobile Ltd cannot be held responsible for the result of any credit assessments or for any delays caused by insufficient or incorrect information being supplied by the applicant. See also Clause 1.7.

8.3. By accepting an early upgrade the customer is accepting the length of time remaining in the contract will be added to the tenure of the new service agreement or require additional early upgrade fees.

9. Returning Products

9.1. If for any reason you wish to return a product or receive a replacement product please call our customer experience team on 0800 00 6000 or 0121 748 8474 for assistance.

9.2. As a problem arises or is brought to the attention of a customer, we advise they contact our customer experience team without delay.

9.3. We will deal with all replacements and refunds with high priority.

9.4. Please note No Replacements will be sent out until the original item is returned.

9.5. It is the customer's responsibility for the safe return of all goods. All items returned under our 14 day return policy (i.e. non-faulty) must be returned as they were received with their original packaging and full contents included, along with original documentation and proof of purchase. Items returned in a less than pristine condition and/or with damaged or missing packaging will incur charges to cover the cost of the items. This will be completed when the arrangement for a 14 day return is raised. The following process will then be implemented; Voice mobile Ltd will be required to take a deferred payment of one of the following sums dependent upon which pricing band your handset falls within, this is to cover handsets being returned. Upon Voice mobile Ltd receiving the handset in the above mentioned pristine condition the deferred payment will be released and the customer will not incur any charges, if the handset is not deemed in a pristine condition with all contents included the agreed deferred payment will be taken from the customer in full to cover the costs of damage/repair. These charges will be pursued by Voice Mobile Ltd and are as follows:

Handset value

Deferred payment amount

Up to £200


£201 - £250


£251 - £300


Above £301


9.6. Customers who have ordered a mobile phone with a free gift who wish to exercise their 14 day right to cancel under the Consumer Contracts Regulations, must return both their mobile phone handset and their free gift to us within 14 days of receipt. If either of the items are not received within this time period, or when returned are found to obtain customer private locked accounts still activated (e.g. iCloud, Google) then it cannot be accepted as a 14 day cancellation and you will be liable for the full duration of your contract. The customer will also be liable for any usage charges accrued, see 9.11 for Apple ipad information. Refunds cannot be given if we judge that the product has been wilfully damaged, misused, neglected, overloaded, modified, Adapted or repaired.

9.7. Refunds cannot be given if we judge that the product has been wilfully damaged, misused, neglected, overloaded, modified, Adapted or repaired.

9.8. Where any goods become faulty within the first 30 days (consumer) 45 days (business) and qualify for an exchange, the faulty items must be returned to us, with the original packaging, within 30 days of the date of invoice.   Items returned as faulty and subsequently found to be subject to customer damage will incur charges. These charges will be pursued by Voice Mobile Ltd. For Apple devices Find my Iphone must be removed from the device along with all other passcode locked applications where possible or this will too incur additional charges.

9.9. Should the return be due to a change of mind within the 14 day period, the customer will be responsible for all return postage costs, this will be a payment taken of £11.00 at the point of the return request.

9.10. If returned goods cannot be accepted due to clause 9.7 or for any other reason, a charge of £11.00 to the customer will be taken to cover the postage and packaging back to the customer.

9.11. For all Apple products, terms and conditions are available at, find your nearest Apple store at

9.12. We can only accept returns for tablet and iPad devices if the box is unopened and undamaged. The item must also be returned to us within 14 days of our dispatch date to you.

9.13. There will be a restocking charge for returned tablet and iPad products of either £25 or 10% of our value of your product, whichever is the greatest.

9.14. The contractual terms for any tablet or iPad tariff can only be cancelled if all criteria for 9.12 and 9.13 have been adhered to.

9.15. Please refer to the ‘‘confirmation email’’ you received via email which details full tariff information. If you need another copy of this, please contact us directly.

10. Returning Contract Connections and Contract SIM Connections

10.1. If a customer is dissatisfied with any contract connections or contract sim connections, they must return it to Voice Mobile Ltd within 14 days of connection. The day the handset/sim is connected by Voice Mobile Ltd is classed as day one. This is usually the date which appears on the delivery Invoice.

10.2. Clause 10 does not apply to pay as you go or pre-paid handset packages. See Clause 9.

11. Your Legal Rights as a Consumer

11.1. These terms & conditions do not affect any of your statutory rights, which cannot be excluded or restricted at law.

12. Complaints

12.1. If customers have cause for complaint regarding any service or product provided by Voice Mobile Ltd they are to email full details to

12.2. We endeavour to respond to all complaints within two working days and aim to resolve any problems as quickly as possible.

13. Mobile Number Portability

13.1. Should a mobile number transfer be delayed, we cannot be held responsible for any delay occurring after our initial setting up of the procedure with the relevant network, as the mobile number transfer is then totally the responsibility of the two networks and/or service providers involved.

13.2. If a customer’s mobile number transfer spans over two separate calendar months, we cannot be held responsible for any tariff or line rental changes imposed by the mobile phone networks and service providers.

13.3. We cannot be held responsible for; any additional network or call charges or any loss or damage as a result of a delay in the processing of the port, an inability to port the customer's number, if the PAC code expires before connection, or if we find the PAC code has expired when it comes to connection, we will notify the customer if this situation occurs.

14. Early Termination of Air Time Contracts / Changing of Tariffs

14.1. Our offers with monthly contract phones and packages are totally dependent on the tariff selected therefore:-

14.1.1. If a customer disconnects from the network within their contract period for any reason, they will be liable for the minimum cost of their handset, plus any additional charges incurred, to cover the administration fees and loss of income. In the event that an account is outstanding, we reserve the right to refer the matter to our debt collection agency, which will incur costs. Any costs incurred to collect the debt will be added to the debt balance, plus VAT at the prevailing rate. You agree that you will be legally liable to pay us this surcharge, and that recovery of same can be enforced against you in court.

14.1.2. Disconnections arising during the initial 14 day period are the only exceptions to the above clause 

14.1.3. Customers must not downgrade their tariff at any point during the duration of their contact. In the event that they do, we will invoice you the sum calculated upon change of tariff plus VAT per handset. The charge will be dependent on the tariff selected at the time of the downgrade. A downgrade will also affect any outstanding cash back. Also see 14.1.4.

14.1.4. It is important to note that some networks and service providers will not allow downgrades of tariff during a customer's contract. It is in the customer's interest to select the tariff that is most suitable for their needs at the beginning of a contract.

14.1.5. Should a customer 'buy-out' their contract early by paying the network the value of the remaining line rental, they may no longer be eligible to claim any redeemable offers from Voice Mobile.

14.1.6. In the event that a customer is disconnected from their network for any reason within the minimum term contract, or defaults on payment, they will no longer be entitled to any redeemable offer or cash back from Voice Mobile.

15. Ordering

15.1. We aim to give the most accurate and up to date information available when taking telephone orders. Voice Mobile Ltd cannot however be held responsible for networks, service providers, manufacturers and their distributors changing Specifications, terms & conditions and offers.

15.2. Having read our terms & conditions, it is the responsibility of the customer to check the appropriate network and service provider Terms & Conditions and charges to ensure they are completely satisfied.

15.3. By ordering over the telephone it is considered that the customer has read and accepted our terms & conditions.

16. Cash Back & Free Gifts

24 month contracts:

16.1. If your deal includes cash back or a line rental discount this will be detailed within the order confirmation email sent after a successfully completed order. The total cash back and line rental discount is divided and claimed in five separate instalments, on specific billed months over the initial duration of the airtime agreement.

Cash back can be claimed on equal payments at month 6, 9, 12, 15 and 18, of the connection or upgrade date. You, the customer, shall need to email a copy of your bill for each claim, we then pay the amount via cheque, which shall reach you within 30 days of the request date.

12 month contracts:

16.2. If your deal includes a cash back or a line rental discounts this will be detailed within the order confirmation email sent after successfully completed order. The total cash back and line rental discount is divided and claimed in five separate installments, on specific billed months over the initial duration of the airtime agreement. Cash back can be claimed on five equal payments at month 4, 6, 8, 10 and 12 billed months of the connection or upgrade date. Your cashback will be paid via a cheque, which shall reach you within 30 days of your request.

16.3. All payments to EE must be up to date in order for the cash back to be paid.

16.4. Please note that claims must be made within 60 days from the date shown on the appropriate mobile phone contract bill you send to us.

12 month sim only contracts

16.5. Your cash back will be paid in two instalments at month 6 and 12 via a cheque. No bill required to be sent.

16.6. All payments to EE must be up to date in order for the cash back to be paid.

30 day sim only contracts

16.7. Your cashback will be paid by cheque within 30days after the contract/upgrade start date, NO bill will be required.

17. Buy Back Scheme

17.1. There are five gradings that we assign to all phones that come to us under the Buy Back scheme; 'Grade A', 'Grade B', 'Grade C', 'Grade D', and 'Faulty'.

17.1.1. Grade A - Brand new or near perfect overall condition with everything working on the device. The device can show very light wear on the bezel or on the back. All handsets are complete with a back and a battery.

17.1.2. Grade B - Devices have a good overall condition, also with everything working on the device. The device may have scratches; the bezel may show small scuff marks and the back cover may also have visible scratches. In some cases a device may have small hair line cracks. All handsets are complete with a back and a battery.

17.1.3. Grade C - There should be no functionality problems everything should be in full working order. The device as a whole may contain heavy scratches/significant signs on wear/small cracks in the chassis/damaged paintwork/small dents. All handsets are complete with a back and a battery.

17.1.4. Grade D - Badly damaged handsets that can contain anything between small cracks on the LCD to the front screen being cracked all over the device, Or the following faults: Memory card reader/cover faulty, Keys not working (But can still data wipe the handset), Device locked to a code, Minor water damage, Touch screen not working & Software Issues. Any phone that is sent to us without a battery, battery cover, Sim tray, stylus, or other components that are physically part of the handset will become a 'Grade D' phone.

17.1.5. Faulty Devices will fall under the grade Faulty if it has the following issues: Does not accept charge, does not power on, and does not read Sim card, Keys not working (and unable to data wipe the handset), Major water damage & LCD Faulty.

17.1.6. Any phone that is sent to us in a condition other than described and agreed at point of sale will be automatically re-graded in line with the grade stipulations above, by us. Should the handset be of a lower value after this re-grading, we reserve the right to charge you the difference in value, plus any administration costs.

17.2. Any phone that is returned to us, where the IMEI number has been blocked will be reported to the police. Typically, these phones are stolen, or are the property of a network provider or an insurance company. Any relevant information which we have relating to the customer that police may request in reference to a suspected crime will be handed over.

17.3. We will hold your phone for 14 days from the date of dispatch. See clause 9.5.

17.4. Any data left on the device or memory card, is non-recoverable once we receive the phone. Any SIM card sent back to us will be disposed of when we process the phone

17.5. Should the phone be unavailable at point of collection for any reason, we reserve the right to charge the customer for the handset value, plus any administration costs, or to withhold the delivery of the new phone, and to charge for re-delivery at a later date.

17.6 Customers who have ordered a mobile phone with a free gift who wish to exercise their 14 day right to cancel under the Consumer Contracts Regulations, must return both their mobile phone handset and their free gift to us within 14 days of receipt. If either of the items are not received within this time period, or when returned are found to obtain customer private locked accounts still activated (e.g. iCloud, Google) then it cannot be accepted as a 14 day cancellation and you will be liable for the full duration of your contract. The customer will also be liable for any usage charges accrued, see 9.11 for Apple ipad information.

18. Third Party Authorisation (Business customers only)

18.1. By connecting through an Authorised EE Partner, EE will allow us access to your Account to obtain billing information, make changes (with the exception of requesting PAC codes or account closures) and add products/services on your behalf. You will remain responsible for all changes made to your Account including any and all charges which may arise as a result of actions pursuant to this authorisation. EE shall not be liable for any actions taken by EE in fulfilling requests from the Partner. This authority will continue unless you wish to revoke it by emailing

19. Disputes

19.1. In the event of any disputes over these terms and conditions, or for any disputes regarding any other matter, the decisions of Voice mobile Ltd is final. 


Selected Tariff:

Copyright © Voice 999 2017 / Company No: 04112330. / VAT Registered: GB900544363 - Voice Mobile, Working In Partnership With EE.