If you are not available to take delivery a calling card will be left for you to contact the couriers directly to rearrange the delivery or collection of your package.

Please note: If the delivery is by Parcelforce, the delivery can take place up to 48 hours after despatch of the package. If you are not available to take delivery they may leave your package at a neighbour's house.

The tracking number can be found on the ‘My Orders’ section of the website.

Have you received a letter confirming that the item is out of stock? If so please allow the specified time for the item to be delivered.

If you have not received an out of stock letter, you can contact us by email: cc@dialaphone.com (please quote your name, mobile number & home postcode. We will try to contact you within 48 hours of receiving your email) Telephone: 0844 481 5866

In order to return the memory card or bluetooth headset for a refund, you need to return it to us within the 7 working day peace of mind guarantee to the following address:

Please include a cover note with your name, postcode and if possible, your reference number to:
Dial-a-Phone Accessory Return Centre
2020 Logistics
Bay 10
Duchy Rd
Crewe
Cheshire
CW1 6NB

The refund will be processed within 5 – 7 working days of receipt.

1. Contact the Customer Support Team on 0844 4815866 within 7 working days after the delivery date.

2. We will send you a prepaid bag for you to return the goods.

3. Please return the goods to us within 7 days of your call to the Customer Support Team.

4. When re-packaging the goods, you need to check:

a. you have included the complete set of product items (including charger, battery, accessories, instruction manual and/or additional items that we originally sent to you, including any free gift;

b. all the goods must be returned, where possible, with their original packaging, in as good a condition as they were in when they were delivered to you.

5. Please retain proof of posting. The goods remain your responsibility until they are received by us

You have the right to cancel your policy within the first 14 days of receiving your policy terms and conditions. You will be entitled to a full refund of any insurance payments you have made. Simply contact Policy Administration Services Ltd on 0844 871 0600.

After 14 days you may cancel your policy by calling Policy Administration Services Ltd on 0844 871 0600. Any payments you have made until that date will not be refunded.

If you are insured with Allianz you will need to give your notice in writing to:

If the delivery of your handset does not arrive it will be retained at your local post office. If you are not in to take the delivery a card will be left detailing how and where to arrange a new delivery or collection of your package. You have 5 days to collect your phone from the local sorting office.

To contact the courier directly, you can obtain the tracking number from the ‘My Orders’ section.

We have a range of Pay As You Go phones available at www.dialaphone.co.uk/payg.

If you want to take out another great deal with a brand new handset please call us on 0800 183 7912

Faulty laptops & mobile broadband dongles* less than 28 days after your date of receipt?

All laptops and mobile broadband dongles come with 28-day unlimited technical telephone support. If you experience any technical issues with your laptop or mobile broadband please call our technical team Monday to Friday 9am - 10pm, Saturday 9am - 8pm, Sunday 10am - 6pm on 0844 871 2233. Calls are charged at 5p per minute from a BT landline, mobiles and other network providers may vary. If our technical team are unable to assist with your enquiry please contact the Dial-a-phone Support Team on 0844 481 5866, who will arrange for the return of the product (and/or accessories) at no extra charge to you, by dispatching a Royal Mail First Class Delivery pre-paid bag which you can use to return the goods.

Once we have received the return of the goods (including charger, battery, accessories, instruction manual and any other items we originally sent to you) in as good a condition as they were is when they were delivered to you, and where possible returned in their original packaging, we will arrange for a like for like exchange product to be sent to you.

Faulty laptops & mobile broadband dongles* more than 28 days after your date of receipt?

All laptops/dongles are supplied with a 12-month return to manufacturer warranty. If you experience any faults with your laptop or mobile broadband dongle following 28 days from the date of your receipt then please either please contact the Dial-a-phone Support Team on 0844 481 5866 or the manufacturer direct on the numbers set out below. Where there are circumstances which have reasonably prevented the return within 28 days we will happily provide a like for like exchange**

Any accidental damage would not be covered by the warranty, and you would be required to cover the cost of this kind of repair*.

*Exceptions
Please note that we will not be able to offer an exchange or a free of charge repair where the faults are no t covered by the manufacturer's warranty (for example accidental damage and moisture damage). In most cases accidental damage can be repaired but there will be a charge to do this. If you wish us to, we will gladly arrange a repair for you. Your statutory rights are not affected.
**Please note that the right to exchange a faulty laptop or mobile broadband dongle applies to your laptop or mobile broadband dongle only and will not entitle you to terminate your airtime contract with your network provider.

Sony - 08705 111 999
LG - 0844 847 5454
HP - 0845 161 0030
Asus - 0870 120 8340
Samsung - 0845 726 7864
Toshiba - 0844 856 0730

Fortunately, this doesn't happen very often. If it does, you can be sure that we'll be there to help you. All goods come with 28-day unlimited technical support. If you experience any technical issues with your goods please call our technical team Monday to Friday 9am – 10pm, Saturday 9am – 8pm, Sunday 10am – 6pm on 0844 481 5866. Calls are charged at 5p per minute from a BT line, mobile and other network providers may vary. If our technical team are unable to assist with your enquiry:

Faulty phones* less than 28 days after your date of receipt?

Pay Monthly Handsets
1. Contact the Dial-a-Phone Direct Support Team on 0844 481 5866, who will advise of your return options.

2. Once we have received the goods (including charger, battery, accessories, instruction manual and any other items we originally sent to you) in as good a condition as they were when they were delivered to you, and where possible returned in their original packaging, we will arrange for a like for like exchange product to be sent to you.**

Prepay or standalone goods
1. Contact the Customer Support Team on 0844 481 5866, who will advise of your return options.
2. Once we have received the goods (including charger, battery, accessories, instruction manual and any other items we originally sent to you) in as good a condition as they were when they were delivered to you, and where possible returned in their original packaging, we will arrange for a refund or a like for like exchange product to be sent to you. **

Faulty phones* more than 28 days after your date of receipt?

Pay Monthly & Prepay Handsets
You are able to arrange the repair of your handset by logging in to My Account and selecting 'Handset Troubleshooting' under the 'Useful Links' menu. Where there are circumstances, which have reasonably prevented the return within 28-days we will happily provide a like for like exchang e**

Any accidental damage would not be covered by the warranty, and you would be required to cover the cost of this kind of repair*.

*Exceptions
Please note that we will not be able to offer an exchange or a free of charge repair where the faults are not covered by the manufacturer's warranty (for example accidental damage and moisture damage). In most cases accidental damage can be repaired but there will be a charge to do this. If you wish us to, we will gladly arrange a repair for you.
Your statutory rights are not affected.
**Please note that the right to exchange a faulty phone applies to your mobile phone only and will not entitle you to terminate your airtime contract with your network provider.

28 days is 28-working days after the delivery date, classed as Monday to Friday excluding Saturday, Sundays and any public UK holiday.

Warranty Periods:

The Gadget Helpline is a UK based call centre that offers troubleshooting and advice on using your gadgets, helping you get the most out of their features.

They offer support on a wide range of gadgets including:

• Mobile phones
• Games consoles
• Computers and laptops (set-up only)
• Printers
• Scanners
• Digital cameras
• PDAs, Blackberrys and smartphones
• HDD recorders
• DVD players
• Blu Ray disc players
• DAB digital radios
• Satnav and GPRS systems
• MP3 players and portable media players
• Digital video cameras
• Plasma televisions

You can call the UK based call centre directly on 0844 4994 600. The opening hours are as follows:

• 09:00 - 18:00 Monday to Friday
• 10:00 - 18:00 Saturday

You can email: gadgethelpline@tmti.net

Or use the website www.gadgethelpline.com

The Gadget Helpline support service is available to the subscriber and other members of the subscriber's household. Please note: your subscription must still be maintained in order to receive this service.

The Gadget Helpline support service may be cancelled at any time prior to the first payment being collected at no charge.

Cancellations and/or refund requests can be made either by:

• Logging on to the website www.gadgethelpline.com and go to the cancellation page at the bottom of the screen.
• Email to gadgethelpline@tmti.net
• Writing to: Gadget Helpline Limited, Corsley Heath, Nr Warminster, Wiltshire, BA12 7PL.

Please ensure you quote the subscriber name, address and any reference number in your communication. Any cancellations made following the collection of the first Direct Debit will carry a minimum administration fee of £5.00.

Contract Mobile Phone Terms & Conditions click here for Pay-As-You-Go Mobile Phone Terms & Conditions

1. Who operates the Dial-a-Phone website ...Top

   This website (www.dialaphone.co.uk) is operated by Phones 4u Limited, a company incorporated in England and Wales with company registration number 03154198, whose registered office is at Osprey House, Ore Close, Lymedale Business Park, Newcastle-under-Lyme, Staffordshire, ST5 9QD, and references to “we”, “our” or “us” or “DAP” refer to Phones 4u Limited.

   If you make a purchase from this website, you are entering into a contract with Phones 4u Limited for the supply of the handset, USB dongle or laptop (as appropriate) and (other than where you are buying the goods on a standalone basis without a network contract) a contract with the relevant network provider for the supply of the network services.

2. General ...Top

   The following are the terms and conditions (called "these Terms") for the supply of goods and services by us. We may change these Terms from time to time without notice to you. However, any changes will only apply to any orders received after the change.

   We intend to rely upon these Terms. If you want to change them, please make sure you ask for any changes to be put in writing before you place your order. This is to avoid any misunderstandings as to what we and you are expected to do. It is important that you read and understand these Terms before ordering from us. If there is any term that you do not understand please notify our Customer Services Department before ordering from us. Customer Service contact number 0844 481 5866 or email cc@dialaphone.com

   Our offers will have specific terms which are applicable to them and these will be explained to you by phone or on our website at the relevant page. All offers are valid only for the periods stated in the relevant advertisement or on the relevant web page.

   The benefit of any contract entered into with us is personal to you and only you can enforce the contractual terms.

   If any provision of these Terms is unenforceable this will not stop the rest of these Terms from being enforceable.

   Even if we do not exercise any of our rights on a particular occasion, that will not prevent us exercising those rights in the future.

   These Terms are governed by and construed in accordance with the laws of England and Wales. Each of us submits to the non-exclusive jurisdiction of the English Courts.

3. Supply of Phones, USB Modems and Laptops. ...Top

   Unless we have specifically agreed to sell you a phone or laptop on a standalone basis we only agree to sell or supply a phone, USB modem or laptop (as appropriate) to you on the basis that you enter into an airtime agreement to connect the phone or USB modem we supply to an airtime provider for the specified minimum period on the particular network and tariff that is associated with the phone or USB modem. If there is a connection fee and/or a delivery charge, you must also pay that. The reason we insist on this is because mobile phones, USB modems and laptops can have a significant cost to us and we can only sell or supply a phone, USB modem or laptop either free or for a price far below what the item is worth (depending on the model or offer) if you also enter into such an airtime agreement. Your contract for airtime is not with us but is with a separate airtime provider.

   If we deliver a phone, USB modem or laptop (as appropriate) to you (other than on a standalone basis) and you do not enter into the associated airtime agreement or you cancel your agreement AND do not return the phone, USB modem or laptop (as appropriate) to us (or where permitted under paragraph 10 do not enable us to collect it) we will charge you the retail price of the items delivered to you. Our price list is available on request.

   The goods we deliver to you become your responsibility once they are delivered to you.

4. Ordering from us ...Top

   To be eligible to purchase goods on this website and lawfully enter into and form contracts on this website under English law you must:

   • If an individual, be 18 years of age or over for contract purchases, or 16 years or over for prepaid purchases; and

   • Stipulate a delivery address in the United Kingdom; and

   • Register your real name, address, phone number, e-mail address any other details requested; and

   • Possess a valid debit / credit card issued by a bank acceptable to us

   • Have an e-mail address as we will use this to contact you. It is your responsibility to verify that your mailbox is in proper working order and you must assume the risk of all consequences for transmission or operational failures.

   By offering to purchase goods and services you represent to us that you are 18 years of age or over for contract handset/SIM only/mobile broadband purchases, or 16 years of age or over for prepaid handsets/mobile broadband and authorise us to transmit information (included updated information) to obtain information from third parties, including but not limited to, your debit or credit card numbers or credit reports to authenticate your identity, to validate your credit card, to obtain an initial credit card authorisation and to authorise individual purchase transactions.

   The details on our websites or in our advertisements or contained in our marketing materials and activities are not offers that you can accept. All orders other than orders for goods on a standalone basis are subject to you passing any status and credit checks required by the airtime provider. Where you are paying any money for the goods, all orders are subject to obtaining payment authorisation from your credit or debit card provider. We will let you know if you do not pass these checks or if we do not obtain such authorisations.

   Except where you have ordered goods on a standalone or pay as you go basis, we will require a £1 deposit to be taken from your card account, which will be refunded on connection to your chosen network.

   All orders are subject to acceptance and availability. If the goods ordered are not available, you will be notified by e-mail (or by other means if no e-mail address has been provided) and you will have the option either to wait until the item is available from stock or to cancel your order. Any orders placed by you will be treated as an offer to purchase the goods or services from us and we have the right to reject such offers at any time. You acknowledge that any automated acknowledgment of your order that you may receive from us shall not amount to our acceptance of your offer to purchase goods or services advertised on the Website. The conclusion of a contract between you and us will take place when we despatch the goods to you or commence the services; whichever is the earlier.

   Prior to entering the contract, we will be under no obligation to supply you with the goods and/or services you have ordered.

   We reserve the right to refuse or reject any order to obtain any goods or services at any time.

   COMING SOON / ADVANCED ORDER

   If you take advantage of our pre-order service, we require a £1 deposit on all pay-monthly products, which will be refunded on connection to your chosen network.

   Stock availability on all coming soon/ advance orders are subject to date changes. The dates provided are estimated times of arrivals into our warehouse.

   All orders are subject to acceptance and availability. If the goods ordered are not available, you will be notified by e-mail and you will have the option either to wait until the item is available from stock or to cancel your order. Any orders placed by you will be treated as an offer to purchase the goods or services from us and we have the right to reject such offers at any time. You acknowledge that any automated acknowledgment of your order that you may receive from us shall not amount to our acceptance of your offer to purchase goods or services advertised on the Website. The conclusion of a contract between you and ourselves will take place when we despatch the goods to you or commence the services; whichever is the earlier.

   CLEARANCE GOODS

   Clearance goods are reconditioned and have been rigorously tested and fully refurbished by our engineers and re-packaged as new. All our clearance products are supplied with a 12-month warranty.

   Any issues regarding faulty equipment should be directed to Dial a Phone. This does not affect your statutory rights.

   In the unlikely event you do experience a problem with these products please contact the Dial a Phone Customer Services Team.

5. Price ...Top

   If you have agreed to pay for goods during a telephone call with us, the price will be the price that we tell you during our telephone call. If you order from our website (unless we have made an error) the price will be the price quoted on the online order form.

   Occasionally we may make a mistake in the price quoted on our website or in an advertisement and if we have made such an error, then we will inform you of this as soon as we become aware of it and will tell you the correct price and ask you if you still wish to place a new order with us. If we have not heard back from you within 10 days, then we will assume that you did not want to place a new order and we will give you a full refund if you have already paid.

   We reserve the right to cancel the contract between us if one or more of the goods you ordered were listed at an incorrect price due to a typographical error or because of an error in our website. If we do cancel your contract in such circumstances, we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.

   By ordering from us, you agree that we are authorised to charge your credit or debit card with the amount shown on the online order form or the amount we agree with you over the phone.

6. Promotional offers...Top

   FREE GIFTS

   If your contract with us includes a free gift, then the following terms will apply to your contract with us

   • Your free gift will be despatched along with your handset, unless otherwise stated.

   • If you cancel your network contract you will no longer be eligible for the free gift promotion. If you have already received your free gift, the free gift must be returned in as good a condition as it was in when you received it, with its original packaging along with your phone/USB dongle/laptop (as appropriate) and other items being returned. If the free gift is damaged and such damage is your fault, or if you fail to return the free gift to us, you will be liable to pay us a sum equal to the full value of such item when new and selling at full price.

   • We reserve the right to substitute the free gift offered with a similar free gift at the same or higher value than the free gift offered.

   • No cash alternatives are available.

   • Your free gift may come with a warranty from the manufacturer. It is your responsibility to contact the manufacturer or visit the manufacturer's website in order to register your free gift for the warranty.

   CASHBACK/DISCOUNTS BY REDEMPTION

   Please Click here to see more details on the terms and conditions of our cashback promotions.

7. Delivery ...Top

   Prices include weekday delivery costs, Saturday deliveries or deliveries guaranteed before 1:00pm will incur a £5.95 delivery surcharge.

   Method of delivery will vary dependent on the cost of goods purchased:

   • for transactions under £25, we will deliver goods via Royal Mail 1st Class.

   • for transactions £25 and above, we will deliver goods via Royal Mail Special Delivery.

   We will try to deliver the goods on the date agreed with you. If we are not able to do so, then we will inform you and we will agree an alternative date with you or you may, if you wish, cancel the contract and we will fully reimburse you. We will deliver to the address agreed with you at the time you place your order. You must be available to accept personal delivery and sign acknowledgement of delivery. If the package appears damaged when it is delivered to you we advise you not to accept delivery.

   Please note that due to security reasons we cannot deliver products to any other address than that of the customer placing the order. At present we can only deliver on a weekday.

   We strongly recommend that, upon receipt, you inspect the goods. In the unlikely event that we deliver the wrong goods to you or the goods are defective or damaged, please inform us as soon as reasonably possible.

   We will not be liable for any delays beyond our reasonable control. If you delay a delivery, our responsibility for everything other than damage due to our negligence will end on the date we agreed to deliver it.

   If we are unable to provide you with the goods you have ordered for reasons beyond our reasonable control, you will be contacted as soon as possible at which point you will be offered the choice of accepting substitute goods (if available) or a complete refund of any sums that you have paid.

8. Your returns options ...Top

   It’s very unlikely that you will need to return any goods to us, and we certainly hope that you don’t have to. However, we do recognise that there are rare occasions when this is necessary so to help you in such an event, here is the detail of our returns policy.

   1. What if I change my mind?

   Under the Distance Selling Regulations, you have 7 working days after the delivery date (not including the day of delivery) to inform us of your intention to return an item. A ‘working day’ is any day which is not a Saturday or Sunday or public holiday in the UK. You must follow these steps:

   1. Contact the Customer Support Team on 0844 481 5866 within 7 working days after the delivery date.

   2. You’ll then be required to send the goods back via Royal Mail Special Delivery at your own cost

   3. Please return the goods to us within 7 days of your call to the Customer Support Team.

   4. When re-packaging the goods, you need to check:

        a. you have included the complete set of product items (including charger, battery, accessories, instruction manual and/or additional items that we originally sent to you, including any free gift;
   
        b.all the goods must be returned, where possible, with their original packaging, in as good a condition as they were in when they were delivered to you.

   5. Please retain proof of posting. The goods remain your responsibility until they are received by us.

   2. What if my goods don’t work?

   Fortunately, this doesn’t happen very often. If it does, you can be sure that we’ll be there to help you.

   FAULTY* GOODS RETURNED LESS THAN 28 DAYS AFTER YOUR DATE OF RECEIPT

   All goods come with 28-day unlimited technical support. If you experience any technical issues with your goods please call our technical team Monday to Friday 9am – 10pm, Saturday 9am – 8pm, Sunday 10am – 6pm on 0844 481 5866. Calls are charged at 5p per minute from a BT line, mobile and other network providers may vary.

   If our technical team are unable to assist with your enquiry:

   Goods connected with pay monthly contracts

   1. contact the Dial-a-Phone Direct Support Team on 0844 481 5866, who will advise of your return options.

   2. once we have received the goods (including charger, battery, accessories, instruction manual and any other items we originally sent to you) in as good a condition as they were when they were delivered to you, and where possible returned in their original packaging, we will arrange for a like for like exchange product to be sent to you.**

   Prepay or standalone goods

   1. contact the Customer Support Team on 0844 481 5866, who will advise of your return options.

   2. once we have received the goods (including charger, battery, accessories, instruction manual and any other items we originally sent to you) in as good a condition as they were when they were delivered to you, and where possible returned in their original packaging, we will arrange for a refund or a like for like exchange product to be sent to you. **

   FAULTY* GOODS RETURNED LESS THAN 28 DAYS AFTER YOUR DATE OF RECEIPT

   All goods are supplied with a 12-month return to manufacturer warranty. If you experience any faults with your goods following 28 days from the date of your purchase then please either contact Anovo our preferred repair agent on 0844 871 2267 or the manufacturer direct on the numbers set out overleaf. Where there are circumstances which have reasonably prevented the return within 28 days we will happily provide a like for like exchange**

   PLEASE NOTE:

   * we will not be able to offer an exchange or a free of charge repair where the faults are not covered by the manufacturer’s warranty (for example accidental damage and moisture damage). In most cases accidental damage can be repaired but there will be a charge to do this, as accidental damage is not covered by the warranty, if you wish us to, we will gladly arrange a repair for you.

   **the right to return goods applies to the goods only and will not entitle you to terminate your airtime contract with your network provider.

   3. IMPORTANT - Terms & Conditions

   1. Where a refund is provided, this will only be given in respect of the price paid for the goods cannot be provided for any airtime and you should retain your SIM card to use any airtime purchased with the goods.

   2. You will remain responsible for any pro-rated line rental, data and network charges for the period of time the goods were connected to the network.

   3. If you paid a deposit when you originally connected, this will have been paid directly to your network. For this reason we are not able to refund this to you. However, if you contact your network then they would be pleased to help.

   4. All exchanges are subject to stock availability.

   5. We will not exchange, refund or repair items where there is evidence of customer mis-use accidental damage or moisture/liquid damage.

   6. Where possible, goods must be returned with the original and intact packaging.

   7. Our policies do not affect your statutory rights.

9. Data Protection and Privacy ...Top

   Phones 4u Limited, who is the ‘data controller’ of all personal data provided by you through this website, will treat all your personal information:

   • As confidential and will only disclose the same in the circumstances set out below; and,

   • In accordance with data protection and privacy legislation from time to time in force in England and Wales.

   When you shop on this website, we will ask you to input personal details in order for us to identify you, such as your name, e-mail address, billing and delivery address, credit card or other payment information. We confirm that this information will be held by us in accordance with the registration we have with the Information Commissioner's office and collected lawfully in accordance to the Data Protection Act 1998. We will use your personal information for the following purposes:

   • Processing your orders (including incomplete or failed orders) and conducting business with you;

   • To administer this website;

   • For statistical, market research and customer satisfaction purposes to improve this website and our services to you;

   • If you have not objected during the registration process, to notify you of products, services or special offers that may be of interest to you;

   • If you have not objected during the registration process, to disclose to other members within our group of companies and also to other relevant third parties, who may contact you about their products or services that may be of interest to you;

   Subject to your rights of objection, you agree that personal information may be disclosed to other businesses within our group of companies and to reputable third parties who will help process your order or whose products or services may be of interest to you. In addition, you do not object to us, our group companies or third parties contacting you for the purposes set out above, whether this be by fax, telephone, e-mail, SMS or other electronic means or in writing and you consent to this activity for the purposes of the Privacy and Electronic Communications (EC Directive) Regulations 2003.

   You should be aware that if the police requests us or any other regulatory authority investigating suspected illegal activities to provide your personal information, we are entitled to do so.

   Objections to use of personal information for marketing purposes

   If you have not objected during the registration process, but do not want us to:

   • Contact you regarding products or services which may be of interest to you; or

   • To transfer your data to group companies and third parties so that they can contact you about their products and services;

   Then please write to us at:
   
   Dial a Phone
   Osprey House
   Ore Close
   Newcastle-under-lyme
   Staffordshire
   ST5 9QD
   Or email address us at cc@dialaphone.com
   and notify us accordingly.
   

10. Liability ...Top

    Nothing in these Terms limits our liability to you in the event of death or personal injury from our negligence.

    We will not be liable under our agreement with you for any loss or damage caused by us or our employees or agents in circumstances where i) there is no breach of a legal duty of care owed to you by us or by any of our employees or agents; ii) such loss or damage is not a reasonably foreseeable result of any such breach at the time we enter into our contract with you; iii) any increase in loss or damage results from breach by you of any of these Terms.

    We are not responsible for indirect losses which happen as a side effect of the main loss or damage and which are not reasonably foreseeable by you and us at the time we enter into our contract with you (such as loss of profits or loss of opportunity).

    As a consumer, you have certain rights by law regarding the return of defective goods and claims in respect of losses caused by any negligence on our part or our failure to carry out our obligations. These Terms do not affect those rights.

    We will not be liable in any way for technical or other problems that you may experience when using our website and we are not responsible for any loss or damage of any kind caused to your computer equipment from using our website.

11. Provisions applicable to the use of our website ... ...Top

    The contents of our website are directed solely at those who access this site from the United Kingdom. Any products for sale on this site may only be purchased and delivered to persons within the United Kingdom. If you choose to access the website from outside the United Kingdom it is your responsibility to check that you comply with any relevant laws. We may decline access to our website to any person.

    We may revise the provisions applicable to the use of our website at any time by updating this posting. You should check our website from time to time to review the then current provisions, because they are binding on you.

    All trade marks, brand names, product names and titles and copyrights used in this site are trade marks, brand names, product names or copyrights of their respective holders. No permission is given by us or the trade mark holders in respect of the use of any of them and such use may constitute an infringement of the holder's rights.

    Limited License: You are permitted to print and download extracts from our website on the following basis:

    (i) no documents or related graphics on this website are modified in any way; (ii) no graphics on our website are used separately from accompanying text; and (iii) our copyright notice and this permission notice appear in all copies; (iv) you only do so for your own personal use and in connection with your use of the website as part of an ordinary relationship with us. Unless otherwise stated, the copyright and other intellectual property rights in all material on our website (including without limitation photographs and graphical images) are owned by us or our licensors. Any use of extracts from our website other than in accordance with the limited license above for any purpose is prohibited. If you breach any of the terms in this paragraph 11, your permission to use our website automatically terminates and you must immediately destroy any downloaded or printed extracts from our website.

    Other than by way of the limited licence above, no part of our website may be reproduced or stored in any other website or included in any public or private electronic retrieval system or service without our prior written permission.

    Any rights not expressly granted in these Terms are reserved.

    Hyperlinks to other websites are provided for interest only. We have no control over these sites so we make no representations about them or their content.

    You may not link our website to any other website without our prior written consent. If we give any such consent we can revoke it at any time.

    We provide our website on an 'as is' basis and make no representations or warranties of any kind with respect to our site, its contents or its accessibility and disclaim all such representations and warranties. In addition, we make no representations or warranties about the accuracy, completeness, or suitability for any purpose of the information and related graphics published in this site. For example, specifications of phones are obtained from the phone manufacturer. The information contained in this site may contain technical inaccuracies or typographical errors. All our liability for any such inaccuracies or errors is expressly excluded to the fullest extent permitted by law.

    We will not be liable for loss or damage arising out of or in connection with the use of this site. This is a comprehensive limitation of liability that applies to all damages of any kind, including (without limitation) compensatory, direct, indirect or consequential damages, loss of data, income or profit, loss of or damage to property and claims of third parties.

    Notwithstanding the above, none of the exclusions and limitations in the clause are intended to limit any rights you may have as a consumer under local law or other rights which may not be excluded nor in any way to exclude or limit our liability to you for death or personal injury resulting from our negligence or that of our employees or agents.

Pay-As-You-Go Mobile Phone Terms & Conditions click here for Contract Mobile Phone Terms & Conditions

1. General ...Top

   The following are the terms and conditions (called "these Terms") for the supply of Pay as you Go products from us including phones and SIM Cards. They do not apply to contract mobile phones (where you receive a monthly bill from a network) or SIM-free mobile phones.

   For terms and conditions for these DAP products and services click here. We may change these Terms from time to time without notice to you. However, any changes will only apply to any orders received after the change.

   We intend to rely upon these Terms. If you want to change them, please make sure you ask for any changes to be put in writing before you place your order. This is to avoid any misunderstandings as to what we and you are expected to do. It is important that you read and understand these Terms before ordering from us. If there is any term that you do not understand please notify our Customer Care Department before ordering from us.

   The supply of each product may be subject to additional specific terms and conditions related to that product or service including, without limitation, terms and conditions concerning estimated delivery times and any warranties. These will be identified on the website or by telephone if you order by phone.

   You must be over 18 to order any products from us. We only accept orders from you if you are resident in the United Kingdom. By ordering from us you confirm that you are over 18 and in the United Kingdom. Delivery can only be made to addresses in the United Kingdom.

   The benefit of any contract entered into with us is personal to you and only you can enforce the contractual terms.

   All offers are valid only for the periods stated in the relevant advertisement or on the relevant web page.

   If any provision of these Terms is unenforceable this will not stop the rest of these Terms from being enforceable.

   Even if we do not exercise any of our rights on a particular occasion, that will not prevent us exercising those rights in the future.

   These Terms are governed by and construed in accordance with the laws of England and Wales. Each of us submits to the non-exclusive jurisdiction of the English Courts.

2. Supply of Products ...Top

   All orders are subject to acceptance and availability. If the products ordered are not available, you may be notified by e-mail (or by other means if no e-mail address has been provided) and you will have the option either to wait until the item is available from stock or to cancel your order.

   Each product has the benefit of a manufacturer's warranty, details of which will be contained in the box in which the products are packaged. Please note that SIM Cards remain at all times the property of the network.

   If your phone comes with bundled airtime credit or you purchase additional top ups, the agreement for the airtime services is subject to the terms and conditions of the relevant network.

   The phone and any other products we deliver to you become your responsibility once they are delivered to you.

3. Ordering from us ...Top

   The details on our websites or in our advertisements or contained in our marketing materials and activities are not offers that you can accept. All orders for products may be subject to you passing status checks required by us or the airtime provider. Where you are paying any money for the products, all orders are subject to obtaining payment authorisation from your credit or debit card provider. We will let you know if you do not pass these checks or if we do not obtain such authorisations.

   Please note that any automated reply or acknowledgement of your order that you may receive from us by email is not an acceptance of your order. The contract between us is made when we despatch the products to you. After you have successfully placed an order with us on our website, you will receive an acknowledgement by e-mail of the order you have placed which we advise you to print off and save for your records. Only the products stated on that email will be included in the contract.

   Prior to entering the contract, we will be under no obligation to supply you with the mobile phone or other products or services you have ordered.

   We reserve the right to refuse or reject any order to obtain any products or services at any time.

   To purchase from us, you will need to use a credit, debit or charge card. If you order by our website, you will also need an e-mail address as we will use this to contact you. It is your responsibility to verify that your mailbox is in proper working order and you must assume the risk of all consequences for transmission or operational failures.

4. Price ...Top

   If you have agreed to pay for the phone or any products during a telephone call with us, the price will be the price that we tell you during our telephone call. If you order from our website (unless we have made an error) the price will be the price quoted on the online order form.

   Occasionally we may make a mistake in the price quoted on our website or in an advertisement and if we have made such an error, then we will inform you of this as soon as we become aware of it and will tell you the correct price and ask you if you still wish to place a new order with us. If we have not heard back from you within 10 days, then we will assume that you did not want to place a new order and we will give you a full refund if you have already paid.

   We reserve the right to cancel the contract between us if one or more of the products you ordered was listed at an incorrect price due to a typographical error or because of an error in our website. If we do cancel your contract in such circumstances, we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.

   By ordering from us, you agree that we are authorised to charge your credit, debit or charge card with the amount shown on the online order form or the amount we agree with you over the phone and any other amounts you owe us under our agreement.

5. Delivery ...Top

   Any delivery charges will be explained to you by phone or, if you order from our website, will be stated on the website.

   We will try to deliver the products on the date agreed with you. Any additional top-ups will be credited to your SIM Card within 8 working days of delivery of your Product. If we are not able to do so, then we will inform you and we will agree an alternative date with you or you may, if you wish, cancel the contract and we will fully reimburse you. We will deliver to the address agreed with you at the time you place your order. You must be available to accept personal delivery and sign acknowledgement of delivery. If the package appears damaged when it is delivered to you we advise you not to accept delivery.

   Title in the products will pass to you on delivery.

   We strongly recommend that, upon receipt, you inspect the phone. In the unlikely event that we deliver the wrong phone to you or the phone or other products are defective or damaged, please return to us as soon as reasonably possible.

   Upon receipt of your Product you must call us on our receipt confirmation number enclosed with your Product to confirm secure receipt of your order.

   We will not be liable for any delays beyond our reasonable control. If you delay a delivery, our responsibility for everything other than damage due to our negligence will end on the date we agreed to deliver it.

   If we are unable to provide you with the products you have ordered for reasons beyond our reasonable control, you will be contacted as soon as possible at which point you will be offered the choice of accepting a substitute phone (if available) or a complete refund of any sums that you have paid.

6. Data Protection and Privacy ...Top

   By ordering from us, you agree to us using your personal details in order to supply the products to you (which may involve passing them on to relevant third parties such as credit card companies, networks, insurance companies and delivery firms) and in order to send you further information about our products and services. We may share the data amongst our group companies and our business partners for the purposes of our legitimate interests including statistical analysis, marketing of products and services and credit control. We may pass your personal details to other companies whom we think may wish to contact you about other products and services. If you breach this agreement your personal data may be disclosed or passed to third parties to the extent necessary to assist recovery procedures.

   To make sure we follow your instructions correctly and to improve our service to you through training of our staff, we may monitor or record communications.

   When you place an order, you authorise us to conduct validation checks by cross checking your details on our database.

   We will also pass on your personal details to service providers to enable them to administer your airtime account. If you order other services through us such as home fixed line services, you consent to us passing your personal data to suppliers of such services.

   You consent to us and people to whom we pass your personal details to contact you by post, email, SMS and phone. You consent to us obtaining information from the relevant airtime provider, insurance company or provider of mobile phone replacement schemes and any repairers about your use of the products we supply to you.

   You may request us to stop using your data or contacting you in particular ways (other than as is necessary for the performance of our obligations under our agreement or as permitted by law) by contacting our Data Protection Controller at the address below.

   We may also disclose your personal information if we are required to do so by law for example to the Financial Services Authority and other regulatory and government agencies.

   We monitor the use of our website for customer traffic and purchasing patterns and our website uses "session cookies" to enable us to keep track of your orders.

   To prevent fraud and to check your identity, we and the airtime providers may search our own files.

   You acknowledge and agree to be bound by the terms of our privacy policy.

7. Cancellation ...Top

   If you are a consumer, you also have certain cancellation rights under Distance Selling laws and paragraph 7 applies.

   Should you wish to cancel your contract for products or services then you may do so by sending us written notice before we have accepted or despatched your order or by sending us written notice no later than 7 working days after receiving the products or services.

   However, you will not be able to cancel any contract for services, for example, bundled airtime or top ups or vouchers once you have started to use them.

   If you cancel your contract for products after having used any bundled airtime credit (i.e. airtime loaded on the SIM Card without additional payment by you), the amount of bundled airtime credit will be deducted from any refund.

   If you cancel your agreement before you have received the products but we have already processed the products for delivery you must not unpack the products when they are received by you.

   If you cancel your agreement after receipt of the products, once you have cancelled you must not use the products and you must keep them in their original packaging.

   You must take reasonable care of the products.

   If you cancel, you must return all the products to us (including any free products) at your own risk and you should follow the Returns Procedure enclosed with your phone. We advise you to use an insured delivery service such as Royal Mail Special Delivery.

   Once you have notified us of your cancellation then any sums paid by you will be reimbursed within 30 days (other than our costs if we have to recover the products from you and other than for bundled airtime or top ups once you have started to use airtime services). If you cancel under this paragraph and have not returned the products to us within 7 days of cancellation or when requested, you must make the products available for collection by us at your cost. We can recover the costs of recovering the products from you if you do not return them to us.

   Refunds (where applicable) in full or part will be credited to the card used for the original purchase. Please allow 30 days for the refund.

   Complaints may be addressed to us at our address below.

8. Liability ...Top

   Nothing in these Terms limits our liability to you in the event of death or personal injury from our negligence.

   We will not be liable under our agreement with you for any loss or damage caused by us or our employees or agents in circumstances where i) there is no breach of a legal duty of care owed to you by us or by any of our employees or agents; ii) such loss or damage is not a reasonably foreseeable result of any such breach at the time we enter into our contract with you; iii) any increase in loss or damage results from breach by you of any of these Terms.

   We are not responsible for indirect losses which happen as a side effect of the main loss or damage and which are not reasonably foreseeable by you and us at the time we enter into our contract with you (such as loss of profits or loss of opportunity).

   If you are a consumer, you have certain rights in law regarding the return of defective products and claims in respect of losses caused by any negligence on our part or our failure to carry out our obligations. These Terms do not affect those rights.

   You should be aware that because your phone works like a radio, the signal may vary from time to time, for example, if you go through a tunnel.

   We will not be liable in any way for technical or other problems that you may experience when using our website and we are not responsible for any loss or damage of any kind caused to your computer equipment from using our website.

9. Faulty Goods Policy ...Top

   Fortunately, this doesn't happen very often. If it does, you can be sure that we'll be there to help you.

   Faulty phones* less than 28 days after your date of receipt?

   Pay Monthly Handsets

   Contact the Dial-a-phone Support Team on 0844 481 5866, who will advise how to return the goods to us for replacement.

   Once we have received the return of the goods (including charger,battery, accessories, instruction manual and any other items we originally sent to you) in as good a condition as they were is when they were delivered to you, and where possible returned in their original packaging, we will arrange for a like for like exchange handset to be sent to you.**

   Prepay Handsets

   Contact the Dial-a-phone Support Team by either emailing us at cc@dialaphone.com or logging on to My Account and logging a query form. Instructions on how to send your phone to us for replacement will be provided.
   Once we have received the return of the goods (including charger, battery, accessories, instruction manual and any other items we originally sent to you) in as good a condition as they were is when they were delivered to you, and where possible returned in their original packaging, we will arrange for a like for like exchange handset to be sent to you or a refund for the purchase price of the handset** Please note that where a refund is provided this will be in respect of the handset price only and cannot be provided for any airtime, which has been topped up on the handset.

   Faulty phones* more than 28 days after your date of receipt?

   Pay Monthly & Prepay Handsets

   Contact the Dial-a-phone Repair Team on 0844 871 2263 who will arrange for the repair of the handset. Where there are circumstances, which have reasonably prevented the return within 28-days we will happily provide a like for like exchange**

   Any accidental damage would not be covered by the warranty, and you would be required to cover the cost of this kind of repair*.

   *Exceptions
   Please note that we will not be able to offer an exchange or a free of charge repair where the faults are not covered by the manufacturer's warranty (for example accidental damage and moisture damage).
   In most cases accidental damage can be repaired but there will be a charge to do this. If you wish us to, we will gladly arrange a repair for you.
   Your statutory rights are not affected.
   **Please note that the right to exchange a faulty phone applies to your mobile phone only and will not entitle you to terminate your airtime contract with your network provider.

   28 days is 28-working days after the delivery date, classed as Monday to Friday excluding Saturday, Sundays and any public UK holiday.

   Faulty Dongle(Modem)/Laptop Policy

   Faulty laptops & mobile broadband dongles* less than 28 days after your date of receipt?

   All laptops and mobile broadband dongles come with 28-day unlimited technical telephone support. If you experience any technical issues with your laptop or mobile broadband please call our technical team Monday to Friday 9am - 10pm, Saturday 9am - 8pm, Sunday 10am - 6pm on 0844 871 2233. Calls are charged at 5p per minute from a BT landline, mobiles and other network providers may vary. If our technical team are unable to assist with your enquiry please contact the Dial-a-phone Support Team on 0844 481 5866, who will arrange for the return of the product (and/or accessories) at no extra charge to you, by dispatching a Royal Mail First Class Delivery pre-paid bag which you can use to return the goods.

   Once we have received the return of the goods (including charger, battery, accessories, instruction manual and any other items we originally sent to you) in as good a condition as they were is when they were delivered to you, and where possible returned in their original packaging, we will arrange for a like for like exchange product to be sent to you.

   Faulty laptops & mobile broadband dongles more than 28 days after your date of receipt?

   All laptops/dongles are supplied with a 12-month return to manufacturer warranty. If you experience any faults with your laptop or mobile broadband dongle following 28 days from the date of your receipt then please either please contact the Dial-a-phone Support Team on 0844 481 5866 or the manufacturer direct on the numbers set out below. Where there are circumstances, which have reasonably prevented the return within 28 days, we will happily provide a like for like exchange**

   Any accidental damage would not be covered by the warranty, and you would be required to cover the cost of this kind of repair*.

   *Exceptions
   Please note that we will not be able to offer an exchange or a free of charge repair where the faults are not covered by the manufacturer's warranty (for example accidental damage and moisture damage).
   In most cases accidental damage can be repaired but there will be a charge to do this. If you wish us to, we will gladly arrange a repair for you.
   Your statutory rights are not affected.
   **Please note that the right to exchange a faulty laptop or mobile broadband dongle applies to your laptop or mobile broadband dongle only and will not entitle you to terminate your airtime contract with your network provider.

10. Provisions applicable to the use of our website ...Top

    The contents of our website are directed solely at those who access this site from the United Kingdom. Any products for sale on this site may only be purchased and delivered to persons within the United Kingdom. If you choose to access the website from outside the United Kingdom it is your responsibility to check that you comply with any relevant laws. We may decline access to our website to any person.

    We may revise the provisions applicable to the use of our website at any time by updating this posting. You should check our website from time to time to review the then current provisions, because they are binding on you.

    We are the owner of the Dial-a-Phone trade mark and branding. All other trade marks, brand names, product names and titles and copyrights used in this site are trade marks, brand names, product names or copyrights of their respective holders. No permission is given by us in respect of the use of any of them and such use may constitute an infringement of the holder's rights.

    Limited License: You are permitted to print and download extracts from our website on the following basis:(i) no documents or related graphics on this website are modified in any way; (ii) no graphics on our website are used separately from accompanying text; and (iii) our copyright notice and this permission notice appear in all copies; (iv) you only do so for your own personal use and in connection with your use of the website as part of an ordinary relationship with us. Unless otherwise stated, the copyright and other intellectual property rights in all material on our website (including without limitation photographs and graphical images) are owned by us or our licensors. Any use of extracts from our website other than in accordance with the limited license above for any purpose is prohibited. If you breach any of the terms in this paragraph 10, your permission to use our website automatically terminates and you must immediately destroy any downloaded or printed extracts from our website.

    Other than by way of the limited license above, no part of our website may be reproduced or stored in any other website or included in any public or private electronic retrieval system or service without our prior written permission.

    Any rights not expressly granted in these Terms are reserved.

    Hyperlinks to other websites are provided for interest only. We have no control over these sites so we make no representations about them or their content.

    You may not link our website to any other website without our prior written consent. If we give any such consent we can revoke it at any time.

    We provide our website on an 'as is' basis and make no representations or warranties of any kind with respect to our site, its contents or its accessibility and disclaim all such representations and warranties. In addition, we make no representations or warranties about the accuracy, completeness, or suitability for any purpose of the information and related graphics published in this site. For example, specifications of phones are obtained from the phone manufacturer. The information contained in this site may contain technical inaccuracies or typographical errors. All our liability for any such inaccuracies or errors is expressly excluded to the fullest extent permitted by law.

    We will not be liable for loss or damage arising out of or in connection with the use of this site. This is a comprehensive limitation of liability that applies to all damages of any kind, including (without limitation) compensatory, direct, indirect or consequential damages, loss of data, income or profit, loss of or damage to property and claims of third parties.

    Notwithstanding the above, none of the exclusions, limitations or other provisions in these Terms are intended to limit any rights you may have as a consumer under local law or other rights which may not be excluded nor in any way to exclude or limit our liability to you for death or personal injury resulting from our negligence or that of our employees or agents.

11. Definitions ...Top

    In these Terms:

    "you" and "your" means the person, firm or other legal entity who enters into a contract with us, or in the case of paragraph 11, the person firm or other legal entity who accesses our website.

    "us", "our" and "we" means Dial-a-Phone, a trading division of Phones 4u Limited, which is a limited company registered in England with registered company number 03154198, VAT number GB 884 2536 96, and its registered office at Osprey House, Ore Close, Lymedale Business Park, Newcastle-under-lyme, Staffordshire, ST5 9QD, a limited company registered in England.

    Address for correspondence:
    
    Dial-a-Phone
    Osprey House
    Ore Close
    Lymedale Business Park
    Newcastle-under-lyme
    Staffordshire
    ST5 9QD
    

    ©Phones 4u Limited (trading as Dial-a-Phone 2003 -2008. All Rights Reserved. The contents of this these Terms and our website are protected by copyright.

Privacy Policy

1. We will treat all your personal information:

   • As confidential and will only disclose the same in the circumstances set out below; and,
   • In accordance with Data Protection legislation from time to time in force in England and Wales.

2. When you shop on this Website, we will ask you to input personal details in order for us to identify you, such as your name, e-mail address, billing and delivery address, credit card or other payment information. We confirm that this information will be held by us in accordance with the registration we have with the Data Commissioner's office and collected lawfully in accordance to the Data Protection Act 1998. We will use your personal information for the following purposes:

   • Processing your orders (Including incomplete or failed orders) and conducting business with you;
   • To administer this Website;
   • For statistical, market research and customer satisfaction purposes to improve this Website and its services to you;
   • If you have not objected during the registration process, to notify you of products or special offers that may be of interest to you including the Upgrade Reminder Service
   • If you have not objected during the registration process, to disclose to other members within our group of companies and also to other relevant third parties, who may contact you about their products or services that may be of interest to you;
   
   Subject to your rights of objection, you agree that personal information may be disclosed to other businesses within our group of companies and to reputable third parties who will help process your order or whose products or services may be of interest to you. In addition, you do not object to us, our group companies or third parties contacting you for the purposes set out above, whether this be by fax, telephone, e-mail, SMS or other electronic means or in writing and you consent to this activity for the purposes of the Privacy and Electronic Communications (EC Directive) Regulations 2003.
   
   You should be aware that if the police requests us or any other regulatory authority investigating suspected illegal activities to provide your personal information, we are entitled to do so.

3. If you have not objected during the registration process, but do not want us to:

   • Contact you regarding products or services which may be of interest to you; or
   • To transfer your data to group companies and third parties so that they can contact you about their products and services;
     
     Then please write to us at:
     
     

     Dialaphone Web Customer Services Team
     Osprey House
     Ore Close
     Lymedale Business Park
     Newcastle-under-Lyme
     Staffordshire
     ST5 9QD

     and notify us accordingly.

4. Subject to your rights of objection, you agree that personal information may be disclosed to other businesses within our group of companies and to reputable third parties who will help process your order. In addition, you do not object to us, our group companies or third parties contacting you for the purposes set out above, whether this be by fax, telephone, e-mail, SMS or in writing and you do not consider any of the above as being a breach of any of your rights under the Telecommunications (Data Protection and Privacy) Regulations 1999.

   You should be aware that if the police requests us or any other regulatory authority investigating suspected illegal activities to provide your personal information, we are entitled to do so.

5. Cookies

   Like many other web sites we use Cookies on our site. Cookies can help a website to personalise your visit. A Cookie is a text-only string of information that a website transfers to the Cookie file of the browser on your computer's hard disk so that the website can, among other things, remember who you are. A Cookie will typically contain the name of the domain from which the Cookie has come, the "lifetime" of the Cookie, and a value, usually a randomly generated unique number. Three types of electronic access, storage and/or tracing devices are used on this website:-

6. Session Cookies:

   which are temporary Cookies that remain in the cookie file of your browser until you leave the site. This information is not stored after you have left the site. We use Session Cookies to allow you to carry information across pages of our site and avoid having to re-enter information, during that particular visit. This information will not be available next time you visit our website.

7. Persistent cookies:

   which remain in the Cookie file of your browser for much longer (though how long will depend on the lifetime of the specific cookie but this may be indefinitely or until deleted).

   We use Persistent Cookies to help us recognise you as a unique visitor when you next visit our website. The information stored may be recognised and used by our web-site next time you visit and we may use this information to personalise your visits and specifically tailor advertising and/or information directed toward you. This information may also be used to assist in the efficiency of the sign up process and to compile anonymous, aggregated statistics that allow us to understand how users use our website and to help us improve the structure of our website. Unless specifically deleted this information may be stored and accessed for an indefinite period of time.

   We cannot identify you personally in this way and we do not collect or monitor your customer information in conjunction with your Cookie information][although we may collect and monitor your customer information in conjunction with your Cookie information.

8. Web Beacons:

   which are electronic images known as Web Beacons (also called "clear gifs") that allow us to count the number of users who have visited these Web pages.

   We use Web Beacons to collect only limited information including but not limited to, a Cookie number, which Web page you visited, the number of times you visited that Web page, the time and date you visited that Web page, the length of that visit and a description of the Web page which you visited and on which the Web Beacon resides. We use this information to compile anonymous, aggregated statistics that allow us to understand how users use our website and to help us improve the structure of our website. We can also use this information to recognise whether you have visited our Website before. Unless specifically deleted this information may be stored and accessed for an indefinite period of time.

   Cookies cannot be used by themselves to identify you. However, if you are an existing customer and you have logged onto this site and identified yourself as a customer, we may be able to connect your personal information with your cookie information.

   How we use these electronic devices on our Website and what Information we collect.

9. Third party Cookies:

   We use third-party advertising technology to serve our advertisements when you visit our website and sites upon which we advertise. This technology uses information about your visits to this website and the sites upon which we advertise, to serve our advertisements to you. In the course of serving our advertisements to you, a unique third-party cookie may be placed or recognized on your browser. In addition, we use Web beacons, provided by our third-party ad server, to help manage and optimize our online advertising. These Web beacons enable our ads server, on our behalf or on behalf of our agent, to recognize a browser's cookie when a browser visits this site, and to learn which banner ads bring users to our website. Our third-party ad server is performing its functions on our behalf or on behalf of our agent, and we may, directly or indirectly, instruct such ad server to enable other service providers to receive information about our site related to our online advertising.

10. Disabling Cookies:

    If you do not wish to accept our Cookies or Web Beacons you can decline Cookies and/or Web Beacons and/or refuse access to previously stored information by using your web Browser. The facilities within your web Browser to allow you to do this will vary from Browser to Browser but they may be found in the "Privacy" or "Cookies" section of the "Properties" menu of your Browser. If you require assistance in disabling Cookies you should refer to the "help" menu within your Browser. Please note however, that you may not be able to use all of the interactive features of our Website if Cookies and/or Web Beacons are disabled

     

Lebara Mobile is a fantastic new UK Pay-As-You-Go service offering you low cost international calls direct from your mobile along with great value, flat national rates. It’s as simple as that.

For more information go to www.lebara-mobile.co.uk.

In order to return the Lebara SIM card for a refund, you need to return it to us, unopened and within the 7 working day peace of mind guarantee, to the following address:

Please include a cover note with your name, postcode and if possible, your reference number.

Once we receive the SIM card back we will refund your card within 5 working days.

Virgin allow existing Virgin Mobile Pay As You Go (PAYG) customers to transfer their PAYG number to a pay monthly contract phone – whilst this isn’t strictly porting it's a nice feature to take advantage of if you are an existing Virgin Mobile PAYG customer. Once you have chosen the new Virgin Mobile offer you will be prompted to provide the number that you want to use – it's that simple!

If wish to port your number to Virgin Mobile from any other network follow the instructions for Porting your number to T-Mobile, Orange, Three, and BT Mobile.

Please note that Porting means that you are transferring your mobile number from one Network to another and therefore it is not possible to port your number on the same Network.

To keep your existing number on the Networks listed above is very straightforward – just complete the following steps:

1) Place your order with Dial-a-Phone.

2) Contact your existing network or service provider to request your PAC (Porting Authorisation Code).

When you receive your new Dial-a-Phone package and it has been connected it will operate with a new number so that you can use your phone without having to wait for the port to be completed.

3) Contact your new network or service provider on the number below and quote the new number we have issued you, your existing number that you want to keep and the PAC.

4) Once porting has been complete, please update your account by clicking on My Numbers.

Network Contact Numbers:

• O2 - 0870 5860860
• T-Mobile - 0870 606 0139
• Orange - 0800 079 2222
• Three - 0843 373 333
• BT Mobile - 0800 032 2111

We can take payment only from UK debit/credit cards. We accept Mastercard, Switch/Maestro, Solo*, Visa, Visa Delta and Electron*. We do not accept American Express, Diners and Duet.

We only take payment for your order when it is despatched from our warehouse. If the despatch of your order is delayed because of problems gaining authorisation for payment or for any other reason, you will be notified by email or phone.

*We cannot accept payment by Solo or Electron for contract purchases on any network.

DON'T PANIC! When we despatch your phone, we also arrange for the network to connect your phone. The network works on this whilst your phone is travelling to you, and should be connected within 24 hours after delivery. We do this to make sure that your line rental starts on the day you receive the phone and not before.

What can I check?

Make sure that the phone is fully charged. Most manufacturers recommend 16 hours to ensure that the phone gives you maximum call and standby times.

Make sure that the battery is fitted correctly - take it off and replace it.

Is the SIM card inserted? The SIM card is a small gold chip which has usually already been inserted for you. Is it in the right way? It should only fit one way.

Call your new mobile number from a landline. If you hear a 'deadtone' the handset has not yet been connected.

Switch your phone off and then back on again. Your phone may need to reset before the connection is completed.

Are you in an area where there is coverage? Step outside and try it there just in case the building is stopping the signal getting through - some metal framed buildings can cause problems.

Still won't work?

If you are looking for assistance, log into My Account and view our handset trouble shooting guide.

This is your "Personal Unblocking Key". If your SIM card becomes "blocked" you will no longer be able to make or receive calls. To resolve this you must contact your billing company who, once they have confirmed your identity, will supply you with the 8-digit code. Dial-a-Phone do not have access to this code, so please ring the billing company.

WARNING: DO NOT GUESS! - 10 consecutive wrong attempts will permanently block the SIM. You will then need to obtain a new SIM card from your billing company, for which you may be charged. As well as costing you money this will have to be posted to you resulting in further inconvenience to you.

You can obtain your PUK from your billing company. Their number is on your monthly bill.

Insurance is not offered on an advised basis. We can only state the cost (see below) and that you can cancel it at any time. For further information on the insurance cover, please refer to the documentation sent to you by the Insurance Company or contact them directly.

You can find your insurance provider by checking your original paperwork, or you can check your order in My Account - click on My Orders, select the phone and then "Yes Insured".

Policy Administration Services Limited: 0844 871 0506
Allianz Insurance Schemes: 0844 391 4036

Insurance is a condition of all our offers, now including Modems and Modem/Laptop offers. You can cancel it at any time by contacting your insurance provider.

You can find your insurance provider by checking your original paperwork, or you can check your order in My Account - click on My Orders, select the phone and then "Yes Insured".

Policy Administration Services Limited: 0844 871 0506
Allianz Insurance Schemes: 0844 391 4036

We can only accept back phones where the handset has not been used and all the packaging and accessories are returned in their original condition.

If you do return a phone that has been used, we will return it to you.

To return your phone, complete the Returns Authorisation form that you received with your phone. Failure to complete and return the form will delay the disconnection process.

Parcel up and securely seal the entire phone package in its original condition. The package must be received within 7 working days of the original phone delivery date.

The phone must be returned by Special Delivery as it covers the total value of the mobile phone package, which is approximately £250. If you do not return the phone by Special Delivery and we do not receive it, we will be unable to cancel the Airtime Agreement and no refund will be processed.

If you agreed to take out insurance on your phone, please contact your insurer to cancel the agreement.

Once the handset is received, we will automatically refund the cost of the handset. Please note: The £10 Top Up Fee will not be refunded.

The package should be returned to:

If you have not received the payment and you are still using the same bank details please send in proof of non payment so that we can investigate further.

If you have not received payment because you have changed your bank details and have not updated them, please send in proof of non payment to your old account and change your bank details by going to My Details page and clicking on Change Details so that we can investigate further.

Please send proof to the following address:

Once your friend has been accepted as a customer and has kept the phone longer than the 'peace of mind' period, we will arrange to pay your £20 directly into your bank account.As the payment will be made directly into your bank account, please ensure that we have your up-to-date bank details. You can update your details in the ‘My Details’ section by selecting ‘Change Personal Details’.

We will inform you that your money is on its way.

Payments are usually made within 28 days of your friend's passing the 'peace of mind' period money-back guarantee date. So keep an eye on your bank balance and recommend as many friends as you can.

If you have just purchased a mobile through Dial-a-Phone, or are an existing customer you're automatically eligible to participate in our Recommend a Friend scheme. This allows you to earn £20 cash for every friend, relative or colleague that you successfully introduce to Dial-a-Phone.

Think of all the people you could recommend! There's no limit to the number of £20 cash credits you can receive for recommending Dial-a-Phone. For each person who becomes a customer, £20 will be credited to your bank account within 28 days after your friend's 'peace of mind' period.

As the payment will be made directly into your bank account, please ensure that we have your up-to-date bank details. You can update your details in the ‘My Details’ section by selecting ‘Change Personal Details’.

You can direct your friends to www.dialaphone.co.uk/raf for all the latest deals, making sure that you remind them to fill out your name and mobile number in the boxes provided to make sure you receive your £20.

You can direct your friends to www.dialaphone.co.uk/raf for all the latest deals, making sure that you remind them to fill out your name and mobile number in the boxes provided to make sure you receive your £20.

PLEASE NOTE: Although there is no limit to the number of £20s you can claim, we cannot allow self referral of yourself as a recommend a friend. So recommend a friend today!

Once we have received your valid bill we will contact you by sms, email and letter to confirm both receipt and payment. Please make sure that your mobile number and address has been updated if there are any changes so we can keep you up to date. You can also track your payments by looking at ‘How do I claim?’ and clicking on Claim Schedule.

We will pay the credit as stated in your paperwork.

Cheque Payments
A cheque will be despatched to you along with the letter. Please make sure that your name and address are correct to avoid any problems with payments. Any amendments can be made by yourself online.

Airtime Credits
This will appear as a credit on your monthly bill. We advise your network of your claim, in accordance with your agreement, and the payment will show on your next bill or the one thereafter. The bill on which it appears is dependent on the network billing cycles.

For Example: Claim received 20 July. Credit will show on the August or September bill.

The airtime credit will appear on the bill following your redemption or the one thereafter.

If you have received two bills since you have received confirmation of payment and the Network claim that they have not received it please write to:

Dial A Phone Customer Care Team
Dial A Phone
Ore Close
Lymedale Business Park
Newcastle-under-Lyme
Staffordshire
ST5 9QD

Post your most recent bill within the qualifying period to the following address:

Redemption Claim Centre **
Osprey House
Ore Close
Lymedale Business Park
Newcastle under Lyme
Staffordshire
ST5 9QD

**Our redemption claim centre moved premises in June 2008 and the above address could be different to the one on your paperwork. You should now use this one, but do not worry if you have sent your claims to the old address, they will still be received and processed.

Please ensure you send your bill so it is received before the expiry date as we are unable to process late claims.

Please Note
If you have ported your number or you have changed your address, it is vital that you update your details with us to ensure payment. To update your address go to the ‘My Details’ section. To update your mobile number, go to the ‘My Numbers’ section.

If you are redeeming for more than one phone please put the bills in separate envelopes. Sending more than one bill in the same envelope may slow down the automated scanning system and cause delays.

Paperless (online) billed customers

If you do not receive a paper bill for your mobile account the following is required for your redemption claim to be successful.

Printed bills from online account sections are fine as are screenshots of online accounts.

The bills however must have the name, address and mobile number included.

If the bill has the address and name included then we will accept the mobile number being hand written onto the bill.

If the bill has the name and number then we will accept the address being hand written onto the bill.

All bills must include the network information and no bill can be word formatted.

You need to send in a copy of your proof of postage to the following address:

You need to re-send a valid bill before expiry date of your Claim/Cash-back to the following address

**Our redemption claim centre moved premises in June 2008 and the above address could be different to the one on your paperwork. You should now use this one, but do not worry if you have sent your claims to the old address, they will still be received and processed.