Terms & Conditions
the Orange shop™ online
general terms and conditions
General terms and conditions
- "Orange", "We" or "us" means Orange Personal Communications Services Limited, its Group Companies and the companies owned by France Telecom S.A.. For details please see here http://www.orange.com/English/aboutorange9/francetelecom.asp.
- "Personal Data" is any data that identifies you. The Personal Data which you supply to us You agree will be true, complete and accurate in all respects and you agree to notify us immediately of any changes to that. We will deal with Your Personal Data in compliance with the current UK data protection legislation. Please note this applies only to Orange.co.uk and any web sites hosted by or on behalf of Orange not to other companies" or organisations" websites to which We link, who operate their own privacy policy.
- Orange or its Group companies or selected third parties will use your Personal Data which you provide to us together with other information for providing the Orange.co.uk services to You, administration, marketing, credit scoring, customer services, tracking your device and web use preferences, and profiling your purchasing preferences. We will disclose your information to our service providers and agents to help us with these purposes. We will keep your information for a reasonable period after your contract with us has finished in case you decide to use our Services again and may contact you about our products or services during this time.
- By using our services you consent to our transferring your information to countries which do not provide the same level of data protection as the UK if necessary for providing you services you require. If we do make such a transfer, we will put a contract in place to ensure your information is protected.
- Unfortunately the transmission of data via the internet is not completely secure. Although we will do our best to protect your personal data we cannot guarantee the security of your data transmitted to our site, and transmission is at your own risk. Once we have received your information we will use strict procedures and security features to prevent unauthorised access.
- By using our services you consent to us sharing your information with other companies in the Group and companies outside the Group who are our business partners. They or we may contact you by mail, telephone, electronic messaging services, fax or email to let you know about any goods, services or promotions which may be of interest to you. Please call customer services if you do not wish to receive such information from us, or if you do not wish to receive information from our business partners, but remember that this will preclude you from receiving any of our special offers or promotions or those of our business partners.
- If You have any questions about the handling or protection of Your Personal Data or Your rights under this Online Agreement please contact Customer Services by calling 07973 100 150 or writing to PO Box 10, Patchway, Bristol BS32 4QJ.
- You have a right to ask for a copy of your information (for which we charge a small fee) and to correct any inaccuracies.
- When you give us information about another person you confirm that they have appointed you to act for them, to consent to the processing of their personal data, and to the transfer of their information abroad and to receive on their behalf any data protection notices.
- Orange may disclose your Personal Data acting reasonably if it believes such action is necessary: to conform with a legal requirement or comply with the legal process, protect and defend the rights or property of Orange, enforce this Online Agreement, or to protect the interests of its users.
- Any changes we make to our privacy policy in the future will be posted on this page and, where appropriate notified to you by SMS or e-mail.
- Cookies - A cookie is a small, unique text file that is saved on your hard disk by a website. The cookie is used by the website to identify your computer whenever you visit that website.
Cookies cannot be used to run programs or deliver viruses to your computer. Cookies can only be read by a web server from the same domain (e.g. orange.co.uk) that saved the cookie on your computer.
At Orange we use cookies to help you save time and provide you with a more personalised service on our website. The purpose of a cookie is to tell the Web server that you have returned to a specific Web page.
For example, if you personalise Web pages, or register for products or services, a cookie helps our Web page server to recall your specific information. When you next visit the Orange website, the information you previously provided can be retrieved, so you can easily use the website features that you previously chose.
Even if you use more than one computer on a regular basis, we can link cookies together so you will still receive a personalised online experience.
Orange can also personalise the information you see based on what we already know about you, so that you spend less time looking for things. So, instead of one site for all Orange customers, each Orange customer can have a site which is unique to them.
You have the ability to accept or decline cookies. Most Web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer.
If you want to disable cookies, find out which browser you are using and follow the instructions below.
Unfortunately, if you choose to decline cookies, some of the interactive features of the Orange services or websites may not be available to you. We advise regular users of Orange websites to accept cookies from Orange.
Orange is committed to protecting your privacy and only uses cookies to improve our service to you, for example, by offering tailored information based on your interests. The usage patterns tracked by cookies remain confidential. Orange does not share or sell any cookie-generated information.
Please note that our advertisers or websites to which orange.co.uk links may also use cookies, over which we have no control.
Microsoft Internet Explorer 6
- Select "Tools" from the main task bar then "Internet Options"
- Click on the "Privacy" tab
- Choose the level of cookie security you want, ranging from Block All Cookies, High, Medium High, Medium (default level), Low and Accept All Cookies
Microsoft Internet Explorer 5- Select "Tools" from the main task bar then "Internet Options"
- Change to the "Security" tab and click "Custom Level"
- Scroll down to the "Cookies" section and set "Disable"
- Click "OK"
Firefox 1.0- Select "Tools" from the main task bar and then "Options"
- Click on the "Privacy" panel and then click on "Cookies"
- Uncheck the "Allow sites to set cookies" option
- Click "OK"
Netscape 7- Select "Edit" from the main task bar then "Preferences"
- Expand "Privacy & Security" in the category menu and click "cookies"
- Select the requried option under "Cookie Acceptance Policy"
- Click "OK"
The information displayed on this website, including prices, does not constitute an offer to contract or enter into an agreement. When you send an order by means of this website for goods and/or services, your order shall constitute an offer for the goods and/or services selected. We shall send you an email confirming your order to the email address supplied with your order. Acceptance of your order shall only take place when your credit card is debited or other payment method is cleared. Until then Orange reserves the right to decline the order. No binding contract is created until your order has been accepted. Any contracts or agreements formed between you and us by means of this website shall be governed and construed according to English law and any disputes or proceedings shall be subject to the exclusive jurisdiction of the English court.
Please note that:
Your order will only be accepted if received from the United Kingdom. Pay monthly orders will only be accepted from persons over the age of 18. Pay as you Go orders will only be accepted from persons over the age of 16 who hold a valid debit card.
We shall not be liable to any person for any loss or damage which may arise from the use of any information contained in any of the materials on this website. We try to update this website as frequently as possible. You must ensure that, prior to placing an order, you have checked all relevant details about the goods and/or services you have selected as their relevant details may have changed since you last visited this website.
The images contained on the orange.co.uk website are for guidance only and actual products may differ slightly from those shown. Orange and its suppliers reserve the right to improve products and their specification without prior notice.
All goods and/or services displayed on this website are subject to availability.
All prices include VAT (but exclude delivery charges).
If you purchase a phone on a pay monthly Service Plan (eg Your Plan or an Orange Value Promise Plan) you are agreeing to a minimum contract period of at least 12 months, depending upon the Service Plan chosen. Details for terminating a pay monthly agreement are outlined in the fourth clause of the terms and conditions for the Orange Network Services.
Phones/SIM packs must not be resold, transferred or otherwise distributed for commercial purposes. Orange reserves the right to restrict purchases through the Orange Shop online to a maximum of 3 individual items per person. Any multiple orders placed will be deleted and the items will not be fulfilled, (in line with the Orange Shop on line policy of purchases being intended for personal use and not for commercial purposes).
Payment
Payment can be made by any major credit or debit card and you confirm that the card used by you to purchase goods and services
from us is yours
Delivery
For security purposes pay monthly and pay as you go phones ordered from the Orange shop™ Online will be despatched to
customers with an access bar in place. This will be lifted when the customer registers the phone to the Orange network.
When you call to register your phone you will be required to answer certain security questions. These questions will be
based on the information you provided at the time of ordering your phone.
Your rights
If you purchased the goods as a consumer as opposed to for business use, you have the right to cancel this contract. To do so you
must contact us within 7 days of receipt of the goods by one of the following methods:
By Phone: Call 08000 790103 – Opening hours are 9:00am until 5:00pm Monday to Friday
By Email: channel.returns@orange-ftgroup.com
By Fax: 08703766226
By Post: Orange PCS Ltd, PO Box 10, Patchway, Bristol, BS32 4BQ
You must then return the goods (including all accessories and documentation provided with such goods) to us within 30 days of cancellation to the following address:
Orange PCS Ltd
14 DMB, Warehouse 2, Unit 6
Banbury Logistics Centre
Appletree Road Estate
Banbury
OX17 1LL
We may charge you for our costs of recovering goods not returned to us directly
hidePolicy Document
These terms and your certificate should be read as one document. Words or expressions that have a particular meaning are shown in bold type and shall have the same meaning wherever they may appear.
The policy, which is governed by these terms and conditions has been arranged for you by Lifestyle Services Group Limited, who deals with the administration of this insurance, including the receipt of premium and the handling of claims. All elements of service provided by us, and insurance cover provided by the insurer, are subject to the terms and conditions. Acceptance of cover is at our discretion. Your policy is based on the information yougave to us verbally or otherwise about you and your personal details when you applied for the insurance. These details are confirmed on your certificate.
This document details what is covered and what is not covered, how claims are settled and other important policy information. At the time of purchase you will have selected either the Basic or Premium policy, this will be detailed on your certificate. These terms cover both policies, however the Basic policy does not cover loss of the phone and/or accessories. If you have purchased the Basic policy, any cover, conditions or exclusions referring to loss do not apply to you. An initial period of 21 days post purchase shall apply during which incidents shall not be entitled for claims. The 21 days shall be added to the end of your policy to ensure you enjoy a full year of benefit from this policy.
Our part of the contract is as follows:
- Cover is available providing the payment is received in advance
- Cover will cease 12 months and 21 days from the date of purchase or after settlement of a successful claim, whichever occurs first
- Where we attach a special meaning to a word it is shown in bold type
- We will handle claims on behalf of the insurer
- We will hold money on behalf of the insurer
Your part of the contract is as follows:
- You must pay for the cover in advance
- You must adhere to all the conditions detailed in these terms
- If you do not believe the policy is suitable for you, you can cancel it within the first 14 days after receipt of these terms, your payment will be refunded. After 14 days, no refund of payment will be made
- The phone stated on the certificate must be your property or responsibility. The phone and/or accessories can be used by a family member. If the phone and/or accessories are no longer in your possession or you are no longer responsible for the phone and/or accessories, and you do not opt to cover an alternative phone, the cover will cease. You can request another copy of these terms. They are also available in large print, audio and Braille versions. If you would like a copy in any of these formats, please call Customer Services on 0845 070 5556* or write to:
Customer Services
Lifestyle Services Group Limited
PO Box 395
CREWE
CW1 6WT
Under European law, both parties to the contract may choose which law will apply to this contract. English law will apply unless both parties agree otherwise, in writing, prior to the start of the policy. The contract is written in English and all communication by us with you will be in English.
A) Definitions
Accessories
Items up to a combined maximum original retail value of up to £50 including VAT, which are peripheral to the phone and which may support or enhance the overall function of the phone. Accessories do not function as standalone items and do rely upon the phone to function as intended. A successful claim for accessories will count as the single claim allowed under this policy. There are two types of accessory you can claim for:
- Accessories supplied in the original box at the time of purchase (e.g. chargers, factory standard software, memory cards, hands-free headsets (excluding bluetooth equipment) and batteries) - the phone does not have to be lost (if covered), stolen or damaged for you to make a claim under this heading
- Any other accessories:
- A claim for these accessories will only be accepted if they were lost (if covered), stolen or damaged at the same time as the phone, and you are able to provide the proof of purchase for the item claimed
- Accessories are also covered if they are no longer compatible with the mobile phone as the result of an alternative handset being issued by us
Administrator
Lifestyle Services Group Limited. Contact details can be found in section O.
Certificate
Certificate of Mobile Phone Insurance.
Electrical or mechanical breakdown
The actual breaking or burning out of any part of the phone and/or accessories caused by, or arising from, internal electronic, electrical or mechanical defects, or defective or faulty materials, or workmanship, causing stoppage of normal operation and necessitating immediate repair or replacement before normal operation can be resumed.
Excess
The amount indicated on your certificate which you have to pay in the event of a successful claim.
Family Member
An individual who resides at the same permanent address as you and which has one of the following relationships; your brother or sister, mother or father, grandmother or grandfather, uncle or aunt, niece or nephew, spouse, partner with whom you have resided for at least six months, or a child of which you or your partner are the legal guardian.
IMEI Number
International Mobile Equipment Identity Number
The unique serial or identification number that we will use to identify the phone.
Incident
Any event that may lead to a claim being made for repair or replacement of the phone and/or accessories. Any incident involving a theft, malicious damage or loss must be reported to the Police. You must obtain an incident reference number.
Insurer
London General Insurance Company Limited, whose main business is general insurance. Contact details can be found in section O.
Mobile Phone/Phone
The Orange pay-as-you-go handset and SIM card specifically identified by the IMEI number and mobile phone number as detailed on your certificate. The handset must be your property or responsibility. We do not cover SIM free mobile phones under this policy.
Proof of Purchase
The till receipt provided at the point of sale that details the phone and/or accessories, or similar documentation that provides proof that you own or are responsible for the phone and/or accessories, unless this information was provided directly to us by Orange or Orange are able to provide this information to us on your behalf.
Services
The work we undertake for you in arranging the insurance and acting as an intermediary between you and the insurer.
SIM Card
Subscriber Identity Module Card
The card carrying the Orange subscriber identity, the use of which, in conjunction with the phone, enables services to be charged to your or the phone owners account.
We/Us/Our
The administrator.
You/Your
The customer named on the certificate.
B) Price
The cost of the policy is indicated on your certificate. This includes any taxes or additional charges which may apply.
The policy is valid for a period of 12 months and 21 days from the date of purchase, or one successful claim, whichever occurs first.
You must contact us immediately if you wish to change the mobile phone on cover after the policy has started. Failure to do so may invalidate your insurance. We may charge you an additional premium for a change of handset, we will advise you of the appropriate cost prior to you agreeing you wish to proceed with this. If you opt to change the mobile phone on cover after the policy has started a further period of 21 days shall apply during which incidents shall not be entitled for claims.
C) Cover
At the time of purchase you will have selected either the Basic or Premium policy, this will be detailed on your certificate. These terms cover both policies, however the Basic policy does not cover loss of the phone and/or accessories. If you have purchased the Basic policy, any cover, conditions or exclusions referring to loss do not apply to you.
This policy covers:
- One pay-as-you-go mobile phone and SIM card, which is owned by you or is your responsibility, up to the lower of the original retail cost or cover limit as indicated on your certificate. The mobile phone is identified by the IMEI number and mobile phone number.
- The cost of replacing the phone as a direct result of theft.
- The cost of replacing the phone as a direct result of loss - does not apply to Basic policy.
- The cost of repairing the phone (or replacing it if the phone cannot be repaired) as a direct result of accidental damage, water or liquid damage, or malicious damage.
- The cost of repairing the phone (or replacing it if the phone cannot be repaired) where damage is a result of electrical or mechanical breakdown.
- Accessories. Please see the definition of accessories in section A, this defines the type and circumstances of a claim for accessories.
- The phone wherever you are in the world, repair or replacement will be arranged upon return to the UK.
- One successful claim or a period of 12 months and 21 days from the date of purchase, whichever occurs first. The start date of your policy appears on your certificate.
D) How to make a claim
To make a claim, either:
- Visit our website at www.lifestylegroup.co.uk/orange to register your claim online
- Contact Customer Services on 0845 070 5556*
Monday-Friday 8.00am - 8.00pm
Saturday-Sunday 9.00am - 6.00pm
Please have the mobile phone number to hand.
If the phone is lost or stolen, please follow these simple steps:
- Call Orange to bar the SIM card - doing this can prevent any further calls from being made using the SIM card. The Orange Pay-as-you-Go number is 07973 100 450.
- Inform the Police and ask for an incident reference number within 24 hours of discovering the incident.
E) Conditions on making a claim
- You must register a claim with us within 48 hours of discovering any incident for which you wish to claim, by visiting our website or by contacting Customer Services.
- You must inform the Police within 24 hours of discovering any theft, loss or malicious damage for which you wish to make a claim, obtaining an incident reference number.
- You must complete and return the claim form to us within 14 days of receiving it, ensuring that you have followed the procedure detailed on the claim documentation.
- We will advise you when and where you should send the mobile phone and/or accessories once we have assessed your claim. You must send the phone by secure means, as described in the claim documentation. The phone and/or accessories remain your responsibility until we have received them.
- You must ensure that no one but our approved agents carries out repairs to, or maintenance of, the phone and/or accessories.
- If requested you must provide the proof of purchase for the phone and/or accessories with your claim form.
- You must pay the excess as indicated on your certificate when you make a successful claim.
F) What will happen when your claim is approved
- Replacement phones and/or accessories will come from new or refurbished stock. In the event that the same model is not available, the replacement will be of a similar specification and quality, we will contact you to confirm availability.
- We may settle your claim, at our discretion, by repair or replacement. Any settlement (in whatever form we decide) will be based on the specification of the registered phone and/or accessories up to a maximum of the cover limit as indicated on your certificate.
- If you need to claim as a result of an incident outside the UK, the phone and/or accessories will be repaired or replaced once you return to the UK.
- If any stolen or lost equipment is recovered after the claim is approved, it shall become the property of the insurer and must be returned to us immediately.
- Damaged phones, accessories, parts and materials replaced by us shall become the property of the insurer.
- The details of phones reported stolen or lost will be submitted to the Central Equipment Identity Register to prevent further use.
- Once your claim is approved, cover ends under the terms and conditions of this policy. Please remember to purchase a new policy to ensure continuous cover.
- Phone repairs are warranted for a period of up to 90 days from the date of issue against the reoccurrence of the same fault (except for repairs to items for damage caused). Where you are issued with a replacement phone this will be covered by a standard manufacturer warranty of up to 12 months.
G) Important things that you must do
- Use the phone and/or accessories in accordance with the manufacturer’s instructions.
- Take reasonable care to prevent theft, loss, or damage to the phone and/or accessories. If it is considered that you have not done so, your claim may not be accepted.
- Advise us if any of your personal details change.
- Inform us of any theft, loss or damage covered by your policy within the given timescales.
H) Loss, theft and damage
Cover will not be provided for:
- Theft of the phone and/or accessories from an unattended motor vehicle, unless locked in a glovebox or boot. The vehicle must be locked and all security devices activated. Damage must be caused by the thief and evidence provided with your claim. Cover will not be provided if the vehicle could not have been secured against unauthorised entry.
- Theft of the phone and/or accessories from any unattended building or premises unless evidenced damage was caused in gaining entry to, or exit from, the premises, unless you have left the phone and/or accessories in such a place that we would reasonably assume it to be secure (for example a locked hotel room).
- Theft or loss of the phone and/or accessories whilst left in a public place or a place to which others have general unsupervised access.
- Theft, loss or damage to the phone and/or accessories where you are not present and it has been entrusted to someone else other than a family member.
- The cost of unauthorised use of the phone.
I) Electrical or mechanical breakdown
Cover will not be provided for:
- Loss or damage caused by, or during, maintenance or modification of the phone and/or accessories.
- Any breakdown or failure caused by placing or using the phone and/or accessories in a location or environment not in accordance with the manufacturer’s instructions.
J) General exclusions
Cover will not be provided for:
- Loss of the phone and/or accessories - does not apply to the Premium policy.
- The policy excess as indicated on your certificate if you make a successful claim.
- Any loss (business or personal) resulting from loss of use of the phone and/or accessories.
- Where the IMEI number cannot be determined from the phone or the proof of purchase cannot be provided to prove ownership of the phone and/or accessories.
- Damage due to wear and tear, depreciation or gradual deterioration.
- Damage due to any process of cleaning, adjustment, repair, maintenance or dismantling.
- Installation, removal, or subsequent relocation of the phone and/or accessories in a vehicle, or any electrical or mechanical breakdown as a result of such.
- The cost of cosmetic repairs.
- Theft, loss, damage, or breakdown caused by war, invasion, act of foreign enemy, hostilities (whether war be declared or not), civil war, rebellion, or insurrection by military or usurped power.
- Theft, loss, damage, or breakdown arising out of any wilful act or negligence of the user of the phone and/or accessories.
- Any claim arising from, or in connection with, the repossession of the phone and/or accessories by any bank, finance, leasing or similar company, or person acting with such authority, and/or the confiscation or impounding of the phone and/or accessories by any Police, Customs or Government Authority.
- People who are not permanently resident in the UK.
- Any consequential loss incurred by you during the administration of the policy or at the time of a claim.
- Any phone not connected to the Orange network.
- Loss or corruption of data, images, games, logos, wallpaper, videos, or downloads, due to theft, loss, damage or breakdown of the phone, or damage caused by a virus. It is recommended that a backup copy of all data is kept.
K) Cancelling the policy
- If the policy does not meet your requirements, please telephone our Customer Services team immediately on 0845 070 5556* or write to:
Customer Services
Lifestyle Services Group Limited
PO Box 395
CREWE
CW1 6WT - You have the right to cancel this policy within the first 14 days after receipt of these terms, your payment will be refunded. The full payment will be retained if the policy is cancelled after 14 days.
- We may cancel this policy with immediate effect by registered letter to you at your last known address in the event of you submitting any fraudulent or inaccurate information, or for any other valid reason. Any refund will be made at our discretion.
L) Fraud
Identity fraud is a serious problem in the UK. Your details will be used to help prevent fraud of this nature from happening to you.
If you receive information that your details have been used for fraudulent purposes, please call Customer Services on 0845 070 5556* and ask to be transferred to the Security and Investigations team. Alternatively, you can write to:
Security and Investigations
Lifestyle Services Group Limited
PO Box 395
CREWE
CW1 6WT
The personal details which you supply to us during the application process will be used to combat fraud. These details will be retained for a reasonable period after your policy expires for legal reasons, and for up to one year after your policy expires in relation to fraud specifically.
The contract between you and us is based on mutual trust. If you (or anyone acting for you):
- Make(s) a claim under the policy knowing the claim to be false or fraudulently exaggerated in any respect
- Make(s) a statement in support of a claim knowing the statement to be false in any respect, or submit(s) a document in support of a claim knowing the document to be forged or false in any respect
- Make(s) a claim in respect of any theft, loss or damage caused by your wilful act, or with the intent to defraud us or the insurer then:
- We shall not honour the claim
- We shall not honour any other claim which has been or will be made under any policy held by you
- We shall not make any return of payments made for cover and we may, at our option, cancel the policy
- We may be entitled to recover from you the cost of any claim already paid under this policy (if necessary the cost may be recovered through the instigation of court proceedings)
- We may be entitled to recover from you the cost of any investigation into a fraudulent claim under this policy (if necessary the cost may be recovered through the instigation of court proceedings)
- We may inform the police, government or regulatory bodies of the circumstances
M) Enquiries/complaints
We will always be fair and reasonable when handling your policy or claim. Should there ever be an occasion when you feel that we have not provided you with a satisfactory level of service, we would like you to inform us so that we can do our best to solve the problem. We will do everything possible to ensure that your query is dealt with promptly.
We will deal with all queries on behalf of the insurer. The easiest way to contact us is to call our Customer Relations team on 0845 070 5556*.
Alternatively, you can write to us at the following address, quoting the mobile phone number in all correspondence:
Customer Relations Department
Lifestyle Services Group Limited
PO Box 395
CREWE
CW1 6WT
Our staff will attempt to resolve your query immediately. If this is not possible, we promise to acknowledge your query within five working days of receiving it. In the unlikely event that your query has not been resolved within four weeks of our receiving it, we will write and let you know the reasons why, and what further action we will take. Once we have resolved your query, we will confirm our response in writing.
If you are not satisfied with our decision, please contact our Customer Relations team on the number provided above.
If you have a complaint relating to the policy wording or contract, please contact the insurer at their registered address (See section O for details).
If you remain dissatisfied, you can, within six months of our final decision, refer your query for an independent assessment to:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
LONDON
E14 9SR
The parties to this contract are covered by the Financial Ombudsman Service who, once contacted, will liaise with us on your behalf. They will inform you directly of their decision. Referral to the Financial Ombudsman Service will not prejudice your right to take subsequent legal proceedings.
You are entitled to contact the insurer if you wish. Following this procedure will not affect your statutory rights. Further information can be obtained from the website at www.financialombudsman.co.uk
The parties to the contract are covered by the Financial Services Compensation Scheme (FSCS). In the unlikely event that any of the parties to this insurance is unable to meet their liabilities, you may be entitled to compensation. The scheme covers 100% of the first £2,000 of the claim, and 90% above this limit. Further information can be obtained from the website at www.fscs.org.uk
N) Status disclosure
Orange Personal Communications Services Limited (FRN 411676) is an appointed representative of Lifestyle Services Group Limited. The cover has been arranged by Lifestyle Services Group Limited (FRN 315245) with a single provider, London General Insurance Company Limited (FRN 202689).
The companies are authorised and regulated by the Financial Services Authority, which can be checked on the FSA website www.fsa.gov.uk/register or by phoning 0845 606 1234*.
If you need to register a complaint, please contact:
Customer Relations Department
Lifestyle Services Group Limited
PO Box 395
CREWE
CW1 6WT
If Lifestyle Services Group Limited cannot settle your complaint, you may be entitled to refer it to the Financial Ombudsman Service. We are covered by the Financial Services Compensation Scheme.
You may be entitled to compensation from the scheme if we cannot meet our obligations.
O) Other information
Lifestyle Services Group Limited.
Registered office:
Ore Close
Lymedale Business Park
Newcastle under Lyme
STAFFORDSHIRE
ST5 9QD
Registered in England, Registered No. 5114385
London General Insurance Company Limited.
Registered office:
Eaton House
152-158 Northolt Road
Harrow
MIDDLESEX
HA2 0EA
Registered in England, Registered No. 1865673
P) Privacy policy
For the purposes of the Data Protection Act 1998, the Data Controller in relation to the personal data you supply
is Lifestyle Services Group Limited. Lifestyle Services Group Limited may share your personal data including policy
information with London General Insurance Company Limited and/or Orange Personal Communication Services Limited for the purposes
of managing and administering your policy and/or integrating details to your mobile phone account.
In the event that the Insurer and/or Administrator change, then Lifestyle Services Group
Limited may cease to be the data controller then either the replacement Insurer or Orange shall become the new Data
Controller. You will be advised in writing of the new arrangements at the relevant time. You
acknowledge that by providing data to us, you consent to the processing of your
data in accordance with this Privacy Policy. Calls may be recorded or monitored for training/customer services purposes
and/or the prevention or detection of crime. *0845 calls will be charged at a maximum of 4p a minute from a BT line,
Calls from a non-BT phone line may vary.
Dated: August 2007
MEETING YOUR DEMANDS AND NEEDS
Orange Care is made up of insurance and warranty. It is suitable for customers of Orange
- with an Orange approved phone registered on the Orange network,
- who take care of their phone, and
- who wish to insure themselves against the risk of loss, theft, damage and have a warranty against their phone developing a fault, subject to the Orange Care General Terms and Conditions.
Orange Care is not available on SIM only connections.
YOUR CALL
The purchase of Orange Care is not a requirement of purchasing your mobile phone. When it comes to mobile phone cover, Orange offers you information ? not advice. Only you can decide whether Orange Care is right for you.
IMPORTANT INFORMATION ABOUT ORANGE CARE
The following summary does not contain the full terms of Orange Care which can be found in the Orange Care General Terms and Conditions.
Orange Care is part insurance, part warranty. The warranty is provided by Orange. The insurance is underwritten by Allianz Insurance plc, registered office numbers 84638: 57 Ladymead, Guildford, Surrey, GU1 1DB, United Kingdom. Allianz Insurance plc is authorised and regulated by the Financial Services Authority. Orange has an agreement with Allianz to sell Orange Care on their behalf, and this includes handling premium as their agent.
PERIOD OF INSURANCE Your phone will be insured while you have a Pay Monthly Orange service plan which is inclusive of Orange Care; or you are a Pay Monthly Customer and have purchased Orange Care as an optional extra ("Optional Orange Care"). Your cover will start from the date stated on your Confirmation of Insurance Cover and (subject to any cancellation rights outlined below) the minimum period of cover is four months, after which Orange Care will continue from month to month until terminated in accordance with the Orange Care General Terms and Conditions, up to a maximum of 60 months.
IMPORTANT CONDITIONS
You must at all times:-
- Take reasonable care of the phone to prevent loss, theft or damage
- Make all reasonable efforts to try and recover the phone if it is lost or stolen
- Keep your Orange account paid up to date (Free or Inclusive Orange Care)
- Pay your premium (Optional Orange Care)
TOTAL PRICE OF OPTIONAL ORANGE CARE
£6 per month per phone including Insurance Premium Tax.
THE COVER
| SIGNIFICANT FEATURES AND BENEFITS | SIGNIFICANT OR UNUSUAL EXCLUSIONS OR LIMITATIONS |
|---|---|
| Orange Care includes: | |
|
|
| Orange Care covers claims which occur anywhere in the world. | Replacements will only be sent to your specified address in the UK |
HOW TO MAKE A CLAIM
To make a claim call your Customer Service Number at the end of this leaflet. Your claim must be reported to Orange as soon as possible but in any event not more than 48 hours after you discover the loss theft or damage. Theft or malicious damage must be reported to the police immediately but in any event within 48 hours of discovery of the occurrence. You will need to provide Orange with the following information:
- The crime reference number for claims for theft or malicious damage
- Full details of how the theft or damage occurred
- Any other information and evidence as may reasonably be requested by Orange regarding the cause of the loss or damage.
Your claim will be handled fairly and promptly. In certain circumstances, particularly where there is a dispute over your claim, Orange may refer the matter to a Chartered Loss Adjuster for investigation and review.
OTHER COSTS
An administration fee of £15 may be charged for accepted claims. See your confirmation of Cover for details of charges applying to you.
WHAT IF I CHANGE MY MIND?
Consumers purchasing Orange Care through a distance method of sale, such as telephone or internet, can cancel Orange Care by contacting us using the contact details below within 14 days of the start of cover or receiving the policy document, whichever is the later. Provided they have not claimed they will receive a full refund of premium paid. These rights do not apply to consumers purchasing face to face or to business customers.
IF YOU HAVE A COMPLAINT
If you have a complaint regarding your insurance, this should be addressed to Orange using the contact details below. Orange will deal with complaints on behalf of the Insurer. Please have your Orange Account details ready to help deal with your enquiry speedily.
Orange will always acknowledge receipt of your complaint within five working days and do their best to resolve the problem within four weeks. If Orange cannot then Orange will let you know when an answer might be expected. If the matter remains unresolved at the end of eight weeks then Orange will provide you with details of the Financial Ombudsman Service or the appropriate alternative disputes resolution facility.
Using the Insurers' complaints procedure or referral to the Financial Ombudsman Service does not affect your legal rights.
IS THE INSURER COVERED BY ANY COMPENSATION SCHEME?
If for any reason the insurers are unable to meet their liabilities, you may be entitled to compensation from the Financial Services Compensation Scheme (FSCS). For further information see www.fscs.org.uk or telephone 020 7892 7300.
IF YOU NEED TO CONTACT US
Call your CUSTOMER SERVICE NUMBER:
| Type of customer | from your Orange phone call | from any other phone call |
|---|---|---|
| Consumers | 150 | 07973 100 150 |
| Small Business | 345 | 07973 100 345 |
| Business Services | 158 | 158 07973 100 158 |
Or
Write to Product Insurance Orange PCS Ltd Senhouse Road Darlington DL1 4YG
APPLICABLE LAW
Unless we agree otherwise, all aspects of Orange Care are subject to English Law and the decision of English Courts.
DATA PROTECTION
Any personal information provided by you may be held by Orange, LSG and the Insurer in relation to your insurance cover. It may be used by Orange, LSG or the Insurer's relevant staff in making a decision concerning your insurance and administering claims. Information may be passed to loss adjusters and reinsurers for these purposes. This may involve the transfer of your information to countries which do not have data protection laws. Under data protection legislation, you can ask us in writing for a copy of certain personal records held about you. A charge may be made.
hidePay as you go phone insurance provides cover for your phone against a wide range of possibilities, including theft and accidental damage. Even though we can’t prevent something happening to your phone, we can help make sure you’re not without it for longer than necessary if something does.
Policy Summary
This section gives a summary of the insurance cover and services provided. Full terms, conditions and exceptions are detailed within the Policy Document. The cover has been arranged by Lifestyle Services Group Limited with a single provider, London General Insurance Company Limited. Orange acts as our agent for the sale of this product.
At the time of purchase you will have selected either the Basic or Premium policy; this will be detailed on your certificate. These terms cover both policies, however the Basic policy does not cover loss of the phone and/or accessories. If you have purchased the Basic policy, any cover, conditions or exclusions referring to loss do not apply to you.
An initial period of 21 days post purchase shall apply during which incidents shall not be entitled for claims. The 21 days shall be added to the end of your policy to ensure you enjoy a full year of benefit from this policy.
This policy covers:
- One pay-as-you-go mobile phone and SIM card, which is owned by you or is your responsibility, up to the lower of the original retail cost or the cover limit as indicated on your certificate. The mobile phone is identified by the IMEI number and mobile phone number
- The cost of replacing the phone as a direct result of theft
- The cost of replacing the phone as a direct result of loss – does not apply to the Basic policy
- The cost of repairing the phone (or replacing it if the phone cannot be repaired) where damage is a direct result of accidental damage, water or liquid damage, or malicious damage
- The cost of repairing the phone (or replacing it if the phone cannot be repaired) where damage is a result of electrical or mechanical breakdown
- Accessories. Please see the definition of accessories in section A of the Policy Document, this defines the type and circumstances of a claim for accessories
- The phone wherever you are in the world, repair or replacement will be arranged upon return to the UK
- One successful claim or a period of twelve months and 21 days from the date of purchase, whichever occurs first
Full details can be found in section C of the Policy document.
This policy does not cover:
- Loss of the phone and/or accessories – this exclusion does not apply to the Premium policy
- The policy excess as indicated on your certificate if you make a successful claim
- Theft of the phone and/or accessories whilst in an unattended motor vehicle, unless locked in a glovebox or boot
- Theft of the phone and/or accessories whilst left in an unattended building or premises, unless evidenced damage was caused in gaining entry to, or exit from, the premises, or unless you have left the phone and/or accessories in such a place that we would reasonably assume it to be secure (for example a locked hotel room)
- Theft or loss of the phone and/or accessories whilst left in a public place or a place to which others have general unsupervised access
- Theft, loss or damage to the phone and/or accessories where you are not present and it has been entrusted to someone else other than a family member
- Any phone not connected to the Orange network - full details can be found in sections H, I and J of the Policy Document.
Price
The cost of the policy is indicated on your certificate.
This includes any taxes or additional charges which may apply.
The policy is valid for 12 months and 21 days from the date of purchase, or until you have made a successful claim, whichever occurs first.
Information required when you purchase
When you purchase this policy we will require the following information which will be provided to us by
Orange:
- Your name and address
- The make, model and IMEI number of the mobile
Phone
- The mobile phone number
- Date of purchase
You must contact us immediately if you wish to change the mobile phone covered after the policy has started. Failure to do so may invalidate your insurance. We may charge you an additional premium for a change of handset, we will advise you of the appropriate cost prior to you agreeing you wish to proceed with this.
If you opt to change the mobile phone on cover after the policy has started a further period of 21 days shall apply during which incidents shall not be entitled for claims.
If you change address please inform us immediately to ensure your cover remains valid.
Cancellation
You have the right to cancel this policy within the first 14 days after receiving these terms by contacting Customer Services on 0845 070 5556*, your payment will be refunded. After 14 days, no refund of payment will be provided. Please refer to section K of the Policy Document.
Claims
Should you need to register a claim, you can do this online at www.lifestylegroup.co.uk/orange or by telephoning 0845 070 5556*.
You must register a claim with us within 48 hours of you discovering any incident for which you wish to claim.
You must inform the Police within 24 hours of you discovering any theft, loss or malicious damage for which you wish to make a claim, obtaining an incident reference number.
You must complete and return the claim form to us within 14 days of receiving it, ensuring that you have followed the procedure detailed on the claim documentation.
Please refer to sections D and E of the Policy Document.
Enquiries
Should you have an enquiry or complaint, you can contact us on 0845 070 5556*. Any complaints may be raised without prejudice to your right to take legal proceedings. If after making a complaint you are still unhappy and you feel the matter has not been resolved to your satisfaction, you may contact the Financial Ombudsman Service.
Please refer to section M of the Policy Document. Under European law, both parties to the contract may choose which law will apply to this contract. English law will apply unless both parties agree otherwise, in writing, prior to the start of the policy. The contract is written in English and all communication by us with you will be in English.
Compensation scheme
The parties to this contract are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if they cannot meet their obligations. Most insurance contracts are covered for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit. You can get more information about the compensation scheme arrangements by contacting the FSCS on 0207 892 7300 or by visiting their website at www.fscs.org.uk
hideINTRODUCTION TO ORANGE CARE
"Orange Care" is a package of benefits available to owners of Orange approved and Orange branded phones. There are two parts to the package:
- The Insurance – the first part is insurance cover provided by Allianz Insurance plc (the "Insurer") which, in summary, covers against theft of, loss of or damage to a phone, subject to the detailed terms and conditions set out below.
Orange arranges this insurance on behalf of the Insurer. Orange also collects the insurance premiums and handles claims on behalf of the Insurer. Where You have Orange Care for more than one phone, each phone is the subject of a separate contract of insurance with the Insurer. - The Warranty – the second part is a warranty product provided by Orange itself which, in summary, provides cover against defects in a phone caused by faulty materials or workmanship, subject to the detailed terms and conditions set out below. This warranty is additional to, and does not affect, the legal rights that an Orange customer may have under the general law against the retailer of the phone or under any separate warranty offered by the manufacturer of the phone.
An administration fee may be payable in respect of successful claims under Orange Care - see numbered paragraphs 5.11 and 9.6 and 9.7. Details will be set out in Your "Confirmation of Insurance Cover" document.
| Calling from | Consumers | Small Business | Business Services |
|---|---|---|---|
| Orange phone | 150 | 345 | 158 |
| any other phone | 07973 100 150 | 07973 100 345 | 07973 100 158 |
CUSTOMER SERVICE NUMBERS
GENERAL
Orange Care only applies to approved and Orange branded phones. If You change Your phone it is Your responsibility to check that it can still be covered by Orange Care. Orange Care is not available on SIM only connections.
To check whether Your Service Plan includes Orange Care or to purchase Orange Care as an optional extra, please call Your Customer Service Number.
Competitors’ insurance products are not offered under the Orange Value Promise ("OVP"). Orange Care is not included in any OVP Plan, but OVP customers can purchase Orange Care as an optional extra by calling 150 from Your Orange phone or 07973 100 150 from any other phone. Orange reserves the right to move each phone on an OVP Plan to a separate account and to bill You separately for each phone.
Orange Care is not available in relation to any second line activated on Your Orange phone. Orange Care is subject to these terms and conditions. These terms and conditions shall supersede and take precedence over any previous terms and conditions with respect to Orange Care. These terms and conditions do not cover network services. Orange Network service is subject to Your Orange Network Terms.
DURATION OF COVER & PAYMENT TERMS
Numbered paragraphs 1 to 7, 10, 11 and 12 below will apply to the provision of the Insurance element of Orange Care.
Numbered paragraphs 1, 8, 9, 10, 11 and 12 will apply to the provision of the Warranty element of Orange Care.
Free or inclusive Orange Care
Where Your Service Plan provides free or inclusive Orange Care the Insurance and Warranty will come into force when You register the phone on the Orange network.
Unless terminated or cancelled under numbered paragraphs 2.5, 6.2, 6.3 or 6.5 below and as long as You remain connected to the relevant Service Plan, the Insurance and Warranty cover will continue to be provided for each month of the inclusive cover period. At the end of any free or inclusive cover period, if You remain connected to the Orange Network, whether under an existing Service Plan or after a Service Plan expires, then, unless You instruct us to cancel Your Orange Care it will continue as Optional Orange Care at the applicable monthly premiums. Orange will notify You of this prior to charging and give You the opportunity to cancel Your Orange Care at the time.
Optional Orange Care
Where Your Service Plan does not include Orange Care and You purchase, or receive Orange Care as an optional extra, the Insurance and Warranty cover will come into force on the day that You call to request cover or 24 hours after Orange receives Your written request for Orange Care. Optional Orange Care will have a minimum duration of four months unless terminated under paragraph 6.4 below, subject to the terms and conditions below. This does not affect the Insurers' or Orange's rights to cancel under the terms of this policy. After the minimum period, Orange Care will continue unless terminated or cancelled under paragraphs 2.5, 6.2, 6.3 or 6.5.
Your Confirmation of Insurance Cover will be sent to You within seven working days of the day on which cover becomes effective. Where applicable, premiums will be invoiced monthly by Orange on behalf of the Insurer on Your Orange account and must be paid along with Your Orange charges.
Pay As You Go Service Plan
Orange Care is no longer available on pay as you go. If You are a pay as you go customer whose cover is coming to an end, or if You want to discuss insuring Your pay as you go phone please call 450 to discuss Your insurance needs. If You currently have Orange Care You don't need to worry - Your Orange Care will remain valid for the period agreed under the Orange Care General Terms and Conditions previously supplied.
1. INTERPRETATION AND DEFINITIONS
Authorised User means
- You; and
- Your spouse/partner members of Your immediate family and domestic staff all of whom normally reside at Your address and Your Employees who use the Insured Property with Your permission; and
- where You are not an Orange Business Customer, other users notified to Orange by You and authorised by Orange;
- where You are an Orange Business Customer
- Employees of Your business notified to Orange by You and authorised by Orange.
- Employees of Your business who use the Phone with the permission of an Employee who has been notified by You and authorised by Orange.
- Third parties and their Employees contracted to carry out work for You and to whom You would normally expect to provide a Phone for that work.
Employee(s) means any person who is
- under a contract of service or apprenticeship with You;
- borrowed by or hired to You;
- a labour master or supplied by a labour master;
- employed by labour only sub-contractors;
- self-employed;
- under a work experience or training scheme;
- regarded as being in Your employment under the terms of any contract or agreement;
- a voluntary helper while working under Your control in connection with the business;
- an outworker or homeworker when engaged in work on Your behalf.
Lifestyle Services Group Limited (LSG) means Lifestyle Services Group Limited of Osprey House Ore Close Lymedale Business Park Staffordshire ST5 9QD acting as Insurance Brokers, registered no. 5114385. LSG is authorised and regulated by the Financial Services Authority.
Minimum Connection Period means the minimum period for which each Phone must remain connected to the Network as described in Your Orange Business Contract, or as determined by Your Service Plan or as otherwise agreed with Orange.
Orange means Orange Personal Communications Services Limited of St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol, BS32 4QJ, registered no. 2178917.
Orange Business Contract means an Orange contract or Service Plan for the supply of one or more Phones designed for business customers.
Orange Business Customer means a business customer who is party to an Orange Business Contract, or a business Service Plan, or a consumer Service Plan but who is accepted by Orange as a business customer.
Orange Network Terms means Orange's standard network terms for the supply of Orange network services which are stated (as appropriate) at the back of Your Orange Phone user guide; or in Your Customer Information Form ("CIF") - Business/Small Business CIF, Orange Business Services Customer Agreement or Orange Business Services Master Agreement.
Phone means a mobile telephone or device approved by Orange for connection to its network consisting of a handset standard battery travel charger SIM card and where part of a standard package the memory card subject to clause 3.12 and other equipment as part of a standard package and agreed by the Insurer
- originally sold or supplied or provided by way of upgrade by Orange and/or their agents or
- originally sold or provided by way of upgrade by others provided that the Phone is connected to the Orange Network in Your name.
A Phone does not include accessories such as wrist straps carry cases or styluses which are not integral to or connected to the device and the like and shall not be defined so as to include a SIM Only connection. For the avoidance of any doubt, Orange Care is not available on SIM Only connections. For the avoidance of doubt, Orange Care shall only apply to Your most recently upgraded Phone.
Service Plan means a bundle of airtime and supplementary services offered by Orange to customers at agreed charges.
The Insurer means Allianz Insurance plc registered office number 84638: 57 Ladymead, Guildford, Surrey GU1 1DB, United Kingdom. Allianz Insurance plc is authorised and regulated by the Financial Services Authority.
Upgrade means replacing a Phone in use with another Phone (as defined).
You, Your means the person in whose name a Phone is registered and connected to the Orange network, or Orange Business Customer who has entered into an Orange Business Contract.
2. PAY MONTHLY INSURANCE TERMS
2.1. The Insurance covers Your Phone for theft loss or damage anywhere in the World.
2.2. You will not be able to claim unless:
2.2.1. at the time of loss theft or damage the Phone was in the possession of an Authorised User or in the possession of a third party in the presence of the Authorised User, and with the Authorised User's consent;
2.2.2. YYour Phone is registered and connected to the Orange network in Your name.
2.3. Your Phone will be insured while:
2.3.1. You have an Orange Service Plan or Orange Business Contract which is inclusive of Orange Care; or
2.3.2. You have purchased Orange Care as an optional extra.
2.4. The Insurance will continue from the date it first came into force and will be unaffected by the provision of a replacement phone under the terms of the Insurance.
2.5. Unless otherwise cancelled or terminated under these Orange Care General Terms and Conditions, the Insurance will terminate if a period of 60 months has elapsed from the date the Insurance first came into force.
3. EXCLUSIONS
Your Phone will not be repaired or replaced where loss, damage or theft is caused by or consists of:
3.1. Wear and Tear
normal wear and tear rusting or oxidisation atmospheric or climatic conditions or other deterioration due to normal use or exposure;
3.2. Manufacturer’s Guarantee or Warranty
damage which is covered under a manufacturer's guarantee or warranty or is the subject of a manufacturer's recall of faulty products;
3.3. Wilful Act or Neglect
any wilful act neglect or failure to take reasonable care either by an Authorised User or carried out at the direction or instigation of an Authorised User;
3.4. Loss of or Unauthorised Use of the Phone
any loss suffered as a result of not being able to use the Phone or any loss other than the Insured repair or replacement cost of the Phone;
3.5. Network Service
breakdown or interruption of the network service;
3.6. Maintenance or Faulty Workmanship
damage during any testing repairing adjusting servicing or maintenance operation or caused by improper or unauthorised repair maintenance or modification;
3.7. Cosmetic Damage
damage which does not impair the normal functions of Your Phone;
3.8. Theft from Motor Vehicles
theft of Your Phone from an unattended motor vehicle unless the vehicle is securely locked and the Phone is contained in a glove compartment, boot or similar and is out of sight or the securely locked vehicle is stolen;
3.9. Loss or Theft from a Public Place
loss or theft of Your Phone when it has been left unattended in a public place;
3.10.Loss or Theft from Temporary Premises
loss or theft of Your Phone from temporary premises is covered only where there is evidence of forcible and violent entry or exit;
3.11. Manufacturer’s Instructions
disregard of the manufacturer's instructions for operation and care of Your Phone;
3.12 Memory Cards
memory cards will not be replaced unless sold as part of a standard package and lost or stolen at the same time as the Phone;
3.13. Confiscation or Detention
confiscation or detention of Your Phone by any government body or recognised authority, for example, the Police or HM Revenue & Customs;
3.14 Breakdown
loss of or damage to any mobile telephone or device caused by its own breakdown or derangement.
4. GENERAL EXCLUSIONS
The Insurance does not cover:
4.1. Sonic Bangs
damage resulting from pressure waves caused by aircraft or other aerial devices travelling at sonic or supersonic speeds;
4.2. War and Kindred Risks
loss or damage directly or indirectly caused by war invasion act of foreign enemy hostilities (whether war be declared or not) civil war rebellion revolution insurrection or military or usurped power confiscation nationalisation requisition or destruction of or damage to property by order of the Government or any Public Municipal or Local Authority;
4.3. Radioactive Contamination
loss or damage directly or indirectly caused by or contributed to by or arising from:
- ionising radiations or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel;
- the radioactive toxic explosive or other hazardous properties of any explosive nuclear assembly or nuclear component thereof;
4.4. Date Recognition
Additional expenditure arising directly or indirectly from the failure of any computer or other equipment or system for processing storing or retrieving data whether the property of You or Orange and whether occurring before during or after the year 2000
- to correctly recognise any date as its true calendar date;
- to capture save or retain and/or correctly to manipulate interpret or process any data or information or command or instruction as a result of treating any date otherwise than as its true calendar date;
- to capture save retain or correctly to process any data as a result of the operation of any command which has been programmed into any computer software being a command which causes the loss of data or the inability to capture save retain or correctly to process such data on or after any date.
5. CLAIMS CONDITIONS
WHAT YOU SHOULD DO
5.1. Tell Orange and the Police
On the discovery of any occurrence which may give rise to a claim under the Insurance the Authorised User must
- For loss or accidental damage
- notify Orange as soon as practicable but in any event within 48 hours of discovery of the occurrence by calling Your Customer Service Number.
- if the loss or accidental damage occurs outside the UK it must be reported as soon as reasonably practicable.
- For theft, malicious damage or vandalism
- notify the Police and Orange within 48 hours of discovery of the occurrence.
- if the loss occurred outside the UK notify the local police authority and Orange as soon as practicable.
5.2. Information that You must provide
You must provide the following information to Orange
- The crime reference number for claims involving theft malicious damage or vandalism.
- Full details of how the loss or damage occurred.
- Any other information or evidence reasonably requested by Orange regarding the loss or damage.
5.3. Co-operation with the Insurer
You must at Orange's request and expense take or permit to be taken all necessary steps for enforcing rights against any other party in Your name before or after any repair or replacement is made under this Policy.
5.4. Lost/Stolen Phone
5.4.1. You must make a reasonable effort to recover a Phone which has been lost or stolen. If You do not do so a replacement Phone will not be provided. Where possible, lost or stolen Phones should be registered on the National Lost Property website www.immobilise.com.
5.4.2. If You find or recover a Phone that has been reported lost or stolen before a replacement has been issued You must notify Orange immediately. If You do not do so Orange may impose a charge on You on the Insurer's behalf in respect of the cost of the attempt to deliver the replacement (see clause 5.7 Delivery Charges).
5.5. Return of Phone to Orange
5.5.1. Where a replacement has been supplied the original Phone is the Insurer's property and must be returned to Orange.
5.5.2. This applies to
- a lost or stolen Phone which is recovered after a replacement has been supplied;
- a Phone subject to accidental damage malicious damage or vandalism.
5.5.3. Orange may at its discretion require You to return Your original Phone for examination before a replacement is issued.
5.5.4. You may be charged the recommended retail price for any battery charger or antenna returned to Orange which was not originally supplied with the handset or for any handset which appears to have been deliberately damaged.
5.6. Options for Claims Settlement
5.6.1. All repairs to or replacement of the Phone shall be at the sole discretion of Orange as the Insurer's claims handling agent. If Your Phone is damaged Orange will at their option repair the damage or replace the Phone on behalf of the Insurer. Any repairs must be undertaken by or with consent of Orange and/or their agents.
5.6.2. Replacement of any Phone will be made with an Orange product. The replacement will wherever possible be of the same or similar specification.
5.6.3. A replacement Phone may be from refurbished stock that has been tested and is fully functional.
5.6.4 You are entitled to a replacement Phone or repair of Your original Phone. There is no entitlement to have Your claim settled by payment of money.
5.7. Delivery Charges
5.7.1. Your Insurance includes the cost of delivery of a replacement Phone.
5.7.2. Your Insurance does not include the cost of aborted deliveries, for example, where delivery is aborted because
- You are not available to accept a replacement Phone at a pre agreed time and place or
- You fail to notify Orange that a Phone reported lost or Stolen has been recovered.
5.7.3. Orange reserves the right to charge You on behalf of the Insurer for the aborted delivery.
5.8. Fraudulent Claims
If the Insurer has reason to believe that You have made a fraudulent claim a replacement Phone or repair of Your original Phone will not be provided and this Insurance will be cancelled.
5.9. Lack of Reasonable Care
If the Insurer believes that You have not taken reasonable care of Your Phone Your claim may be referred to a Chartered Loss Adjuster in order for them to carry out an investigation into the circumstances of the claim. No replacement or repair will be provided under the terms of this Insurance unless and until the loss adjusters confirm that Your claim is acceptable.
5.10. Compliance with Insurance Terms
A replacement Phone or repair of Your original Phone will not be provided if You have failed to comply with the terms of the Insurance.
5.11. Administration Fee
Any claim accepted under the Insurance may be subject to an administration fee charged to Your account in advance of provision of the repair or replacement. Details of the applicable administration fee are set out on Your Confirmation of Insurance Cover.
5.12. Compensation Arrangements
You may be entitled to compensation from the Financial Services Compensation Scheme (FSCS) if the Insurer cannot meet its liabilities. For further information see www.fscs.org.uk or telephone 0207 892 7300.
6. CONDITIONS
6.1. Assignment
You cannot assign or transfer the benefits under the Insurance to anyone else.
6.2. Non Payment of Premium or Other Charges
6.2.1 If You are on Optional Orange Care, Your insurance premium (including insurance premium tax) must be paid monthly. The Insurance will cease immediately if any premium is not paid when it is due unless the nonpayment is due to a delay caused by a processing error by a clearing bank.
6.2.2 If You have free or inclusive Orange Care, Your account with Orange must be paid up to date in accordance with the Orange Network Terms or other applicable agreement. This Policy will cease immediately if any account with Orange is not paid when it is due unless the non-payment is due to a delay caused by a processing error by a clearing bank or due to a genuine dispute over amounts due on Your account.
6.3. Reasonable Precautions
6.3.1. Any Authorised User must at all times act with due care in looking after the Phone and take all reasonable precautions to safeguard it against loss or damage.
6.3.2. Your Insurance will be cancelled by the Insurer if Orange believes that You have persistently failed to comply with this Condition.
6.4. Legal Cancellation Rights
6.4.1 Clause 6.4 only applies to consumers (i.e. individuals acting in a private capacity rather than for business purposes) buying Orange Care through a distance sale (i.e. a sale, such as a telephone or internet sale, that is not made on a face to face basis).
6.4.2 You can cancel this Policy within the first 14 days of the start date or receipt of the Confirmation of Insurance Cover, whichever is the later. You will receive a full refund of all premiums paid in connection with the Orange Care Insurance cover and You will have no further obligation to pay any sums in respect of the Orange Care Insurance cover.
6.4.3. Any claims which You have made in the meantime will be rejected. If You have made a claim and received a replacement phone or accessories, You will be liable to pay Orange on behalf of the Insurer the full cost of the phone and any accessories provided unless You return the phone and any accessories in the original packaging and in saleable condition at Your own cost, no later than 30 days after the date on which You cancelled the policy.
6.4.4. If You do decide to cancel Your Orange Care insurance cover You must do so calling Your Customer Service Number or writing to Product Insurance Orange PCS Ltd, Senhouse Road, Darlington, DL1 4YG. If You do not cancel within this legal cancellation period the Orange Care Insurance cover will continue as defined by these terms.
6.5 Premium Payment, Minimum Term and General Cancellation rights
6.5.1 Premium payment
- Premium for Optional Orange Care is charged one month in advance and included on Your usual monthly bill from Orange.
- Your first premium payment will also cover the period from the start date of Your Orange Care (detailed on Your Confirmation of Insurance Cover) to Your first bill date in respect of Orange Care.
- Your bill date is determined by Orange, and falls on the same date each month.
6.5.2 Four month minimum term
- Unless cancelled under paragraph 6.4, Orange Care is subject to a minimum duration of four months.
- If You want to cancel Orange Care at the end of the minimum period, You should give notice to Orange before the end of the fourth month of cover.
- Provided Orange receives Your notice of cancellation before the end of the fourth month of cover, Orange Care will be terminated at the end of the four month minimum term for Orange Care.
- Where the four month minimum term expires after You have paid the premium for the fifth month, the premium for the fifth month will be rebated on a pro rata basis on Your fifth bill. (Premium rebate may not occur until Your sixth bill if notice is not received in time for processing on Your fifth bill).
6.5.3 Cancellation after minimum term
- After expiry of the initial four month period, You may cancel Orange Care at any time by giving notice to Orange 10 days or more before Your next bill date under the applicable Service Plan or Orange Business Contract.
- If Your notice of cancellation is received by Orange less than 10 days prior to the applicable bill date, Orange Care will continue until the next following bill date and You will still have to make one further monthly premium payment.
6.6. Applicable Law
English Law will apply to the Insurance and English Courts shall have exclusive jurisdiction in any dispute under the Insurance unless You and the Insurer agree otherwise.
6.7. Variations in Terms and Premium
The terms of the Insurance and/or the premium may be varied after the Insurer has given You 30 days notice in writing or in another durable form.
Your cancellation rights are unaffected.
7. COMPLAINTS PROCEDURE
7.1. Any complaint You have regarding Your Insurance should be addressed to Orange. Orange will deal with complaints on behalf of the Insurer. Call Your Customer Service Number. Please have Your Orange Account details ready to help deal with Your enquiry speedily. Alternatively You can write to Product Insurance, Orange PCS Ltd, Senhouse Road, Darlington, DL1 4YG.
7.2. Orange will always acknowledge receipt of Your complaint within five working days and do their best to resolve the problem within four weeks. If Orange cannot then Orange will let You know when an answer might be expected.
7.3. If the matter remains unresolved at the end of eight weeks then Orange will provide You with details of the Financial Ombudsman Service or the appropriate alternative disputes resolution facility.
7.4. Using the Insurer's complaints procedure or referral to the Financial Ombudsman Service does not affect Your legal rights.
IMPORTANT NOTE: Paragraphs 8 and 9 below detail the terms and conditions of the Warranty provided by Orange. The Warranty cover is additional to, and does not affect, the legal rights that You may have under the general law against the retailer of Your phone (which may or may not be Orange) and/or under any separate warranty offered by the manufacturer of Your phone.
8. WARRANTY TERMS AND CONDITIONS - DEFECTIVE MATERIALS OR WORKMANSHIP
8.1. If Your Phone (or parts thereof) becomes defective due to faulty materials or workmanship Orange will (at its option) repair or replace it at no charge, other than payment of the administration fee referred to at paragraph 9.6 below, provided that:
8.1.1. Your Phone is no more than 36 months old;
8.1.2 it has been used in accordance with the operating instructions;
8.1.3. any repairs which may have been, or are to be undertaken have been arranged by Orange;
8.1.4. You have complied with the foregoing terms and conditions;
8.1.5. the Phone is registered and connected to the Orange network in Your name;
8.1.6. Batteries only have a 6-month warranty;
8.1.7. If You exercise the right to cancel the Insurance set out in paragraph 6.4 above, or if the Insurance is cancelled or terminated for any other reason, the warranty cover provided by Orange under this paragraph 8 will also cease.
9. GENERAL
9.1. It is a condition of the Warranty that the replacement of any Phone will only be made with an Orange product. Wherever possible, reasonable efforts will be made to ensure that the replacement phone is of the same or similar specification.
9.2. Replacement phones may be supplied from refurbished stock that have been tested and are fully functional.
9.3. In the event of a claim You are only entitled to repair or replacement (at the option of Orange) of Your Phone. There is no entitlement to any monetary settlement.
9.4. The Warranty period will be unaffected by the replacement of Your Phone and will continue to apply from the date Orange Care first came into force.
9.5. Where a replacement phone is issued the original Phone must be returned to Orange.
9.6. Any claim accepted will be subject to an administration fee charged to Your account by Orange in advance of any repair or replacement being undertaken. Details of the administration fee are set out on Your Confirmation of Insurance Cover.
9.7. The administration fee will not be payable where the defective material or workmanship has been brought to Orange's attention within 6 months of the date of purchase of the Phone.
9.8. If You cancel the Insurance under Your rights in paragraph 6.4 and where You have paid an administration fee during the period from the start date to the date of cancellation, Orange will refund that administration fee to You.
9.9. The terms of the Warranty may be varied after Orange has given You 30 days notice in writing or in another durable form.
10. SWITCHING BETWEEN SERVICE PLANS
10.1. If You switch between Pay Monthly Service Plans both of which include Orange Care then Orange Care will continue unaffected.
10.2. If You switch between Pay Monthly Service Plans which do not include Orange Care then any purchased Orange Care would continue unaffected.
10.3. At the end of any free or inclusive cover period, if You remain connected to the Orange Network, whether under an existing Service Plan or after a Service Plan expires, then, unless You instruct us to cancel Your Orange Care, or as otherwise agreed, Your Orange Care will continue as Optional Orange Care at the applicable monthly premiums. Orange will notify You of this prior to charging and will give You the opportunity to cancel Your Orange Care at the time.
10.4. If You switch to a Service Plan inclusive of Orange Care from one which did not have Orange Care included then You will be covered by Orange Care from the point of switching Service Plans.
10.5. If You switch from a Pay Monthly Service Plan to a Pay As You Go Service Plan Orange Care will automatically cease and You will not be entitled to any refund of premiums paid.
11. UPGRADING
11.1. If You Upgrade Your Phone and start a new Service Plan then Your entitlement to Orange Care will d epend on Your new Service Plan.
11.2. FFor Orange Business Customers, if You Upgrade Your Phone without changing Your Service Plan and:
11.2.1. start a new Minimum Connection Period then Your Orange Care will restart with the new Minimum Connection Period; or
11.2.2. do not restart Your Minimum Connection Period, then Your Orange Care will continue unaffected.
12. DATA PROTECTION
12.1. Any personal information provided by You may be held by Orange, LSG and the Insurer in relation to Your Insurance cover. It may be used by Orange, LSG or the Insurer's relevant staff in making a decision concerning Your Insurance and administering claims. Information may be passed to loss adjusters and reinsurers for these purposes. This may involve the transfer of Your information to countries which do not have data protection laws.
12.2. Under data protection legislation, You can ask us in writing for a copy of certain personal records held about You. A charge may be made.
hide- In these Terms and Conditions, “Orange“ means Orange Personal Communication Services Limited of St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol, BS32 4QJ.
- The Friends and Family discount only applies to Orange Employees and their friends and family members. “Orange Employees“ is defined as any Orange employee who has an Orange employee number and is paid through the Orange payroll; contractors are excluded. You may only take advantage of the discount if an Orange Employee has given you a promotional code unique to that Orange Employee.
- The promotional code may be used by the same person on more than one occasion, but equally may be used by a different person on each occasion. In any event, it may only be used a maximum of five times in one calendar year. If the promotional code has already been used five times in the relevant calendar year, your application will be refused.
- If you are an Orange Employee, you cannot attach the Friends and Family discount to an Owl, Fox or Squirrel plan.
- Existing Friends and Family who began their tariff (discounted by 33%) prior to November 2006 and who wish to upgrade should order a new tariff via orange.co.uk/employee. They also need to cancel their existing Friends and Family tariff (unless they wish to keep it as an additional account).
- The discount only applies to pay monthly Animal contracts (including SIM only) registered via www.orange.co.uk/employee. All other contracts are excluded, including broadband, dongles and converged mobile and broadband.
- The discount applies to line rental only - any usage outside of the inclusive allowance or additional products e.g. Care are charged at full price.
- the discount can only apply to new accounts or at point of upgrade. If you are on an existing domestic Orange account you cannot move to the Friends and Family discount until your existing contract has come to an end.
- With the exception of the web discount for ordering online (“the Online Discount“), the Friends and Family discount cannot be applied in conjunction with any other discounts, offers or promotions unless otherwise specified. If the Online Discount is removed at any time in the future, then subscribers to the Friends and Family offer will no longer be able to take advantage of the Online Discount; if it is reduced, then they will only be able to take advantage of the reduced Online Discount.
- Phones are subject to availability.
- All applications are subject to status. Orange retains the right to decline an application after making credit assessments.
- Orange reserves the right to amend or withdraw the invitation to participate in the Friends and Family Discount at any time without notice. Orange reserves the right to amend, vary or cancel these Terms and Conditions or to withdraw the Friends and Family discount in whole or in part at any time on reasonable notice.
- Service is subject to the Standard Terms and Conditions for the Supply of Orange Network Services which can be found at www.orange.co.uk/mobileterms. Where there is any inconsistency between these Terms and Conditions and the Standard Terms and Conditions, the latter will prevail.
- Orange is making its airtime offers available to both new and existing customers subject to these terms and conditions (the "Promotions").
- Any Promotion you choose will be subject to separate additional terms and conditions applicable to that particular promotion.
- Promotions are not available in conjunction with other Orange promotions. These will be removed upon the application of the Promotion to your account. This includes without limitation Free Evening Minutes, Student, Orange Extras and Try.
- Orange reserves the right to amend these terms and conditions and top amend replace or withdraw the Promotions on providing reasonable notice to you.
- PAYM Promotions
5.1. Promotions are available to existing Orange pay monthly customers who have 3 months of their minimum term to complete e.g you are in :- month 10 of a 12 month contract.
- month 16 of an 18 month contract
- month 22 of a 24 month contract
5.2. Eligible Customers must be on an eligible tariff which will be set out in each promotion.
5.3. You may participate in only one Promotion in any 12 month period.
5.4. By taking a Promotion, Eligible Customers agree to be subject to the following new minimum term contract:
- 12 months without a handset upgrade
- 18 months with a handset upgrade.
- PAYG Promotions
6.1. The Promotions are available to existing Orange pay as you go customers.
6.2 You may participate in only one Promotion at a time.
- The promotion applies to all public paid advertised screenings, excluding premieres and other private screenings, on Wednesdays.
- Text tickets are redeemable only on Wednesdays during the offer period during advertised opening hours of the participating cinemas.
- The offer is not available when booking in advance by whatever means.
- Text tickets must be presented at the cinema box office when buying the cinema ticket. The lowest price cinema ticket will be issued free.
- The text ticket will be validated by the box office staff.
- Once validated, the text ticket can't be used again.
- There is a maximum of one text ticket per Orange customer per transaction per week. You can only use a text ticket once.
- You can't use this promotion in conjunction with any other offer.
- We cannot offer a cash alternative.
- We will only accept original text tickets, and not copies.
- The cinemas' standard terms and conditions of purchase, sale and entry apply.
- The free cinema ticket issued is complimentary, with zero cash value.
- The offer is valid until the expiry date stated on the text ticket.
- There is only one free admission per customer per paid cinema ticket.
- Seat availability is on a first come, first served basis. Admission is not guaranteed.
- Text ticket holders and their guests have no priority over other customers.
- Admissions are subject to film classifications.
- Text tickets are non-transferable.
- The offer applies to standard seats only.
- The free cinema ticket will be issued to the same film and session as the paid cinema ticket.
- Honouring of text tickets is subject to film and seat availability.
- Text tickets are subject to availability. Text tickets are issued on a priority basis to either active Orange mobile customers who spend over £5 per month with Orange or Orange broadband and dial up customers who have an average spend of over £5 per month with Orange and have their own mobile phone account which is able to send and receive texts. Orange may revise the terms of this promotion from time to time.
- To call or text 241 or 80241 is free. To receive a text ticket you'll be charged a rate of 35p per text.
We all know it's vital to recycle, but sometimes it's tricky to find the time and the right place to do it.
That's where we come in. Every Orange shop across the UK will be more than happy to recycle your old mobile.
We pass every phone on to Fonebak, experts in deciding the best use for unwanted phones. For more information on
phone recycling, please visit www.fonebak.com
Thank you.
What are the UK Waste Electrical and Electronic Equipment (WEEE) Regulations?
The UK WEEE Regulations are laws that place an environmental responsibility on the producers of electrical and electronic equipment. These regulations aim to encourage separate collection and environmentally sound recycling, including re-use of waste electrical and electronic equipment, which includes mobile phones and accessories.
How does this affect me as a customer?
As the user of a mobile phone you have an important part to play in the recycling process. Without your help and support, we wouldn't be able to collect your unwanted mobile phone and recycle it.
The crossed out wheelie bin.
On all new electrical and electronic equipment, which includes mobile phones, the following crossed out wheelie bin symbol will be displayed to remind you not to throw the product into your bin at home.
Why should I recycle my unwanted mobile phone?
Recycling mobile phones reduces the pressure on the Earth's finite resources and prevents mobile phones from simply going to landfill. Like most electronic goods, mobile phones contain some materials which could escape and be harmful to the environment if not disposed of properly.
How do I recycle my unwanted mobile phone?
It's simple, just hand over your old mobile phone at your local Orange shop, and they'll send it for environmentally sound recycling.
Is there a cost to recycling my unwanted mobile phone?
No. It's completely free of charge.
What happens to my unwanted mobile phone?
Your unwanted mobile phone will be recycled by Fonebak. Fonebak carefully assesses each mobile phone to determine whether it will be re-used or processed for recycling of materials. Fonebak will re-use as many mobile phones as possible because 're-use' is the best environmental option. Any mobile phone not suitable for re-use will be sent for safe materials recycling (in accordance with ISO14001). So next time you're thinking about upgrading your mobile phone, just take it to an Orange shop and do your bit to save the environment.
phone recycling made simple
hideThis document describes the terms and conditions applicable to the "BlackBerry Internet Service".
BlackBerry Internet Service
The BlackBerry Internet Service (BIS) gives Users a push email service from their device.
COMMERCIAL OFFERING
Tariffs & Rules
BIS charges are (in addition to other charges):
| Tariff | Monthly cost per User per month (dependent on term of contract) |
Data Allowance | (dependent on term of contract) | ||||||
|---|---|---|---|---|---|---|---|---|---|
| 12 months ex VAT | 12 months inc VAT | 18 months ex VAT | 18 months inc VAT | 24 or 36*** months ex VAT | 24 or 36*** months inc VAT | ex VAT | inc VAT | ||
| Internet for BlackBerry* | £14.00 | £16.45 | £10.00 | £11.75 | £8.00 | £9.40 | 6MB | £1.70 | £2.00 |
| Internet talk for BlackBerry** | £10.00 | £11.75 | £6.00 | £7.05 | £5.00 | £5.88 | 6MB | £1.70 | £2.00 |
* Internet for BlackBerry is a data only plan
** Internet talk for BlackBerry applies to all customers on consumer , Business Plus, Orange Momentum, Orange Venture, Orange Solo tariffs. It can not be added to Orange Value Promise (OVP) tariffs.
*** 36 month BIS Service Plans only available to business (not consumer) customers
- Existing small business and pay monthly consumer customers (the "Existing Customers") will benefit from BIS where they satisfy these terms together with the Business Plus, Orange Momentum, Orange Venture, Orange Solo or the Our Customers First terms and conditions (as appropriate).
- If you are a new or Existing Customer you must be on Internet for BlackBerry or Internet talk for BlackBerry (each an "Eligible Tariff") to qualify for BIS. If you are an Existin g Customer who migrates to an Eligible Tariff and is entitled to BIS it will be applied to your account from your next bill date.
- Existing customers may migrate to an Eligible Tariff if it is permitted under Orange's Standard Network Terms.
- Customers who migrate to an Eligible Tariff but do not satisfy these terms and conditions and the Business Plus, Orange Momentum, Orange Venture, Orange Solo or the Our Customers First terms and conditions (as appropriate) cannot receive BIS.
OTHER TERMS
- BIS is available to pay monthly small business and consumer customers on Line One only.
- BIS is available on a "Selected Range" of BlackBerry devices only. For a current list of the Selected Range of BlackBerry devices which are supported by this offer visit www.orange.co.uk/business/blackberry.
- BIS is subject to your normal Terms and Conditions for the Supply of Orange Network Services which are to be found at the back of your Orange phone user guide and at www.orange.co.uk; or, if you are a business customer, your terms and conditions will be those stated (as appropriate) in (a) the business customer information form terms and conditions for the supply of Orange Network Services; or (b)the Orange Business Services Customer Agreement (OBSCA). These various terms and conditions are referred to here as 'Orange's Standard Network Terms'
- Business is classified as a customer who can provide the following: (a) for limited companies we require the company registration number and the VAT number; (b) for charities we require the charity number; and (c) for all other businesses we require a copy of a business chequebook, plus invoice on company headed paper or business utility bill.
- Connection is subject to status and a 12 month minimum contract (or such longer minimum connection period as stated in your agreement with Orange).
- BIS must be activated by the Customer from the device or by going to www.blackberry.orange.co.uk (or such other webs ite as Orange may notify from time to time).
- Access to BIS does not permit use of any other BlackBerry from Orange service. If the Customer requires any other BlackBerry service (including use of a BES) then the Customer should contact their account ma nager or Retail Store for terms, conditions and pricing.
- BIS may be available whilst roaming abroad. The device may synchronise with your email accounts automatically resulting in GPRS charges. Customers who do not wish to receive email whilst abroad can turn off the Blackberry internet service (see y our user manual for details).
- Your use of BIS is subject to your acceptance of the terms and conditions of Research in Motion Limited (RIM), as may be amended from time to time. These terms are made a vailable to you at the time of activation of your BIS. These terms include the right to use RIM's software to access the service. A copy of these terms and conditions are available upon request from Orange or at www.blackberry.orange.co.uk. By activating BIS you agree to comply with RIM's terms.
- Where there is any inconsistency between these Terms and Conditions and Orange's Standard Network Terms, Orange's Standard Network Terms will prevail.
- Orange reserves the right to replace or amend BIS or t hese terms and conditions or to withdraw BIS at any time on reasonable notice. Orange reserves the right to withdraw the whole or a part of the BIS upon providing not less than 30 days' notice.
- References to Orange in these terms and conditions are to Orange Personal Communisations Services Limited whose registered office is at St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol, BS32 4QJ.
plans and bundles
Pay monthly
- These terms and conditions apply to new and existing customers connecting to a SIM Only Dolphin, Canary, Racoon or Panther "Animal Package" from 1st March. No handset is included.
- Connection is subject to status.
- Before you can use your SIM card in your existing phone you may need to get your previous network or service provider to unlock the handset. A charge may be payable.
- Customers on Business Plans or Line 2 accounts are not eligible for the Orange PAYM SIM Only Plans.
- The Orange SIM Only Plans are not available in conjunction with other Orange promotions unless stated otherwise. Customer Service Plan discounts or bundles are not applicable and will be removed from your account when you opt for SIM Only plans.
- To be eligible for these PAYM SIM Only Plans, you must pay by Direct Debit.
- You may switch to a higher or lower SIM Only Service Plan after your first Billing Date. Only one Service Plan change per month is permitted. In the event you do switch Service Plan you must give us not less than 10 days notice before your billing Date. Service Plan changes will take effect after your next bill.
- You must complete 3 months on your SIM Only Service Plan before you are eligible to migrate to a PAYM Service Plan.
- If you wish to migrate from a PAYM Service Plan to a SIM Only Service Plan you may do this at any time, but if you are still in contract you will need to pay any outstanding line rental in relation to your PAYM Service Plan.
- Your Anytime Any Network Minutes include UK calls to Orange phones, standard UK landlines (those beginning with 01/02/03), other UK mobile networks and Orange answerphone. Calls to freephone numbers (0800, 0808 and 0500) and non geographic numbers (0845 and 0870) are not included in bundle and will be charged at 15p and 20p respectively. Calls to 07 call forwarding services, 070 and 08 and 09 numbers are not included in bundle and will be charged up to a maximum of 20p/min, 55p/min, 55p/min and £1.70/min or per call for 09 numbers. See the price guide for details. If you do not use your inclusive minute allocation for the month it will not rollover to the next month.
- Out of bundle calls will be subject to a minimum call charge of 5p and will be charged at 12p per minute for calls to standard UK landlines (those beginning with 01/02/03), Orange mobiles and answerphone. Out of bundle calls to other UK mobile networks will be charged at 35p per minute.
- Any “unlimited” offers are subject to the Orange Unlimited Bundles terms. See http://shop.orange.co.uk/shop/terms.
- Charges will apply for itemised billing as set out in the price guide. Itemised bills can be viewed at no charge online via My Account.
- Your text allowance is for standard person to person text messages sent to any UK mobile phone network, whilst in the UK. If you do not use your messaging allocation for the month it will not rollover to the next month.
- Out of bundle texts will be charged at your Service Plan rate. SMS delivery receipts are charged at 1p (inc VAT) per message.
- If you wish to terminate your PAYM SIM Only account, you must give Orange 30 days’ notice. The contract will be terminated on the next billing date after this notice period has elapsed.
- PAYM SIM Only customers are not eligible for Orange Care.
- Orange reserves the right to replace or amend the Service Plans or these terms and conditions or to withdraw the Service Plans at any time without notice.
- Where there is any inconsistency between these Terms and Conditions and the Terms and Conditions for the supply of Orange Network Services the latter will prevail.
- References to Orange in these terms and conditions are to Orange Personal Communications Services Limited whose registered office is at St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol, BS32 4QJ.
Mobile Internet Bundles
- Mobile internet browsing is subject to the monthly limit set out in your service plan terms and conditions. Mobile internet browsing is not to be used for other activities, such as using your handset as a modem, non-Orange internet based streaming services, voice or video over the internet, instant messaging, peer to peer file sharing, non-Orange internet based video. Should you exceed your monthly limit or if such use is detected, notice may be given and Network protection controls may be applied to all services which Orange does not believe constitutes mobile browsing. This may result in, at Orange’s discretion, your inability to purchase the Offer, a reduced speed of transmission, suspension of data browsing services and/or suspension of your account.
- Any unused part of the bundle will not rollover to next month.
- Mobile internet browsing is for use within the UK only. Any use outside the UK will be charged at the relevant international rates.
- Mobile Internet browsing does not include event chares such as for ringtones or games (transport costs for these events are included).
- Usage within the Offer will not contribute to any rewards or other promotions offered by Orange from time to time.
- Downloading or applying for the Offer may result in the suspension or deletion of any previous data bundle (or data tariff) on your Device.
Dolphin Service Plan Terms and Conditions
- Where included in the Plan, your text messages are for standard person to person text messages sent within the UK. They can be used at any time of the day.
Dolphin Multimedia Service Plan Terms and Conditions
- These terms are subject to the Mobile Internet Bundles terms set out above.
- Access to Bebo is subject to a fair usage policy and to the Bebo PAYM terms and conditions at orange.co.uk/terms.
- Evening and weekend mobile internet browsing is subject to a fair usage policy of 1000 MB per month. Usage above this amount will constitute abuse and Orange may monitor usage and withdraw the Offer from your account if the fair usage policy is abused. Evenings are between 7pm and 7am Monday to Friday and weekends are from 7pm Friday to 7am Monday.
Racoon Service Plan Terms and Conditions
- Where included in the plan, your Fixed Line minutes are for calls to standard UK landlines only (those beginning with 01/02/03). They can be used at any time of the day.
Canary Service Plan Terms and Conditions
- Where included in the plan, your Orange to Orange minutes are for calls to other Orange phones and Orange answerphone. They can be used at any time of the day.
Panther Service Plan Terms and Conditions
- For all Panther Service Plans customers will receive free calls to answerphone. The free calls to answerphone will not decrement the inclusive minutes bundle. Free retrieval of Orange answerphone voice messages - applies to calls made from your Orange mobile phone to your Orange answerphone whilst in the UK only. Please note that use of the additional features such as answerphone call return will be charged at your standard Service Plan rates.
- For all Panther Service Plans, customers will receive free itemised billing for the duration of time that you remain on a Panther Service Plan.
- All Panther Service Plans are eligible to receive an “unlimited” benefit. Alternatively, customers can substitute one of the “unlimited” benefits for the Anytime mobile internet browsing bundle. The Anytime mobile internet browsing bundle is subject to a limit of 250MB per month. Any usage beyond this limit during the month will be charged at your standard service plan rates. Mobile internet browsing is subject to the Mobile Internet Bundles terms and conditions set out above at clauses 21 to 26.
- The “Best Plan Service” (“the Promotion” ) is available to the following Orange personal pay monthly customers: customers who connected to Orange before the 15th October 2007 with the exception of Talkshare and Family customers; customers who connected to Orange after the 15th October 2007 via Direct channels only (Orange Retail Shops, Orange.co.uk and Orange Telesales). Customers on business tariffs are excluded from the Promotion.
- Customers are eligible for the Promotion after 6 months of being with Orange and will receive a free usage review every six months.
- Full details of the Promotion will be sent to customers when they become eligible for the service.
- If a customer does not wish to receive a Best Plan recommendation then they can choose to opt out of Best Plan communication by contacting customer services.
- The Promotion will look at a customer’s usage over at least the previous 3 months, up to 6 months usage, and will cover mobile UK voice and text usage. A Best Plan recommendation will be based on the customer’s average voice and text usage over this period and because of this Orange cannot guarantee that a Best Plan recommendation will always be the most appropriate talk plan for a customer at any given time.
- A Best Plan recommendation to change talk plan will not be made where a cost saving of 50p or less is identified.
- A customer will have a period of 60 days from their bill date in which to accept a Best Plan recommendation. The new talk plan will become active on the customer’s next bill date providing the customer has responded at least 10 days before their next bill date otherwise the change will take effect from the following bill date.
- The Best Plan recommendation will be based on the current range of Orange talk plans; however there can be a delay of up to 60 days between a talk plan being released into the marketplace and it being offered as a Best Plan recommendation.
- If a customer does not accept a Best Plan recommendation within the stipulated 60 day period referred to in clause 7 above, the Best Plan recommendation will expire and our standard migration rules relating to talk plan changes will apply – see www.orange.co.uk/bestplan for terms.
- If a customer chooses to accept a downward migration move as part of a Best Plan recommendation the customer will not be permitted to move down any further under standard migration policy rules until they reach the end of their current contract or receive another Best Plan recommendation.
- If a customer chooses to accept a downward migration move as part of a Best Plan recommendation this could affect the range of handsets that are available to them when they come to upgrade their handset at the end of their contract period.
- When a customer migrates talk plan to their Best Plan recommendation they will lose any promotional offers or bundles associated with their old talk plan including text bundles. The customer will retain any loyalty line rental discounts associated with their old talk plan.
- When a customer migrates talk plan they may lose inclusive benefits associated with that talk plan, including inclusive Orange Care, free Answerphone calls and free itemised billing. The new charges for these services will be included in the Best Plan calculation.
- Customers will be eligible to move to a different talk plan between reviews but will be subject to our standard migration rules – see www.orange.co.uk/bestplan for terms.
- Customers who are part of the Free Broadband promotion will not be given a Best Plan recommendation that causes them to become ineligible for free broadband.
- Customers who are still within their contract term will only be reviewed against talk plans of the same contract length and which originate from the same point of sale.
- Customers on a Unique phone plan will only be reviewed against other Unique phone plans.
Connection is subject to status, a minimum term contract stated in your service plan and acceptance of the network terms available at orange.co.uk/terms. Please see your service plan to see which of these great benefits you will enjoy:
- Inclusive minutes - calls to UK landlines (beginning 01, 02, 03), UK mobile networks and Orange answerphone in the UK.
- Inclusive texts - person to person texts in the UK. Text message delivery notifications not included.
- Inclusive landline - calls in the UK to UK landlines (beginning 01, 02, 03).
- Inclusive email - available on compatible devices only. Must be activated by you from your device and is subject to further terms at www.orange.co.uk/business/bis/terms
- Mobile Internet - up to 500MB anytime mobile internet browsing. Usage above 500MB will be charged at the rates set out in the Price Guide - see orange.co.uk/paymonthlyguide. Not to be used for other activities (e.g.using your handset as a modem, non-Orange internet based streaming services, voice or video over the internet, instant messaging, peer to peer file sharing, non-Orange internet based video). Should such use be detected notice may be given and Network protection controls applied to all services which Orange does not believe constitutes mobile browsing. This may result in reduced speed of transmission, suspension of data browsing services and/or suspension of your account. For use in the UK only.
- Fair usage policies - inclusive benefits are subject to Orange fair usage policies which vary from time to time:
- Unlimited texts and landlines - 3,000 texts or minutes per month
- Unlimited email - 500 MB per month
- Magic Numbers - 3 hours per Magic Number per day
- No roll-over - unused benefits will not roll over to the next month.
- Magic Numbers - person to person calls to a Magic Number made in the UK will be included. You may choose an additional Magic Number every 6 months. You may also change any Magic Number once every 6 months. A Magic Number can only be a personal phone number managed by Orange UK on the Orange Mobile UK network or a 2nd line number on the Orange UK Broadband Access network as part of any eligible Orange home package. On entry of a Magic Number, Orange will check to ensure that this number is within permitted number ranges and not one that has been excluded by Orange in its absolute discretion.If a number ceases to be within these ranges or is excluded it will be removed from your Magic Numbers. It could take up to 24 hours for Magic Number changes to become active.
- Additional Benefits for customers on plans 45 and above on 18-month contracts or plans 40 and above on 24-month contracts - free calls to answerphone will not decrement inclusive minutes. Includes calls made from your Orange mobile to your Orange answerphone in the UK only. Additional features, such as answerphone call return will be charged. Free itemised billing. Dedicated customer services.
- Other charges - see the Price Guide for details. If you do not pay by direct debit or require itemised bills the charges set out in the Price Guide will apply.
- Existing customers - see also Our Customers First terms - orange.co.uk/terms
- Orange reserves the right to replace, amend or withdraw the Service Plans (in whole or part) or these terms at any time on reasonable notice.
Pay monthly SIM only animal plans
- Handset unlocking - Before you can use your Orange SIM in your existing phone you may need to get your previous network to unlock the handset. A charge may be payable.
- Switching service plan - You may switch to another SIM only service plan after your first billing date. Only one change per month. If you do wish to switch you must give us not less than 10 days notice before your billing date. Changes will take effect from your next bill date. You must complete 3 months on your SIM only service plan before you may migrate to a pay monthly service plan.
- Out of bundle calls will be charged on a per minute basis, and will be rounded up to the nearest minute. Inclusive calls will be charged on a per second basis. See Price Guide for details orange.co.uk/paymonthlyguide
Pay monthly animal promotions
- Orange Maps - Available on compatible devices only. Unlimited use in the UK only. There may be a data charge of up to 4p each time the GPS fix is initially established. Orange may change the supplier for this service and/or provide another service of equivalent value. If you move away from a plan that entitles you to Orange Maps at no extra charge, the Orange Maps subscription will end on the day on which the change is requested rather than the day on which your tariff comes to an end. Other terms apply - see orange.co.uk/orangemaps
- Two months free Mobile Internet - unlimited evening and weekend WAP and mobile internet browsing on your mobile phone free for 2 months in the UK only. New customers on relevant plans only - see orange.co.uk/browsingterms. Subject to fair usage policy of 1GB per month. Mobile browsing use only: see Mobile Internet terms for details of prohibited activities. After 2 months you will automatically roll on to a £4.89 unlimited evening and weekend data subscription unless you opt out. For use Monday to Thursday 7pm to 7am and from 7pm Friday to 7am Monday only.
- Discount line rental - 10% discount off your monthly line rental for your contract term if you re-contract with Orange and stay on the same talkplan or accept the talkplan as a Best Plan recommendation. At the end of your minimum contract term you will be able to select another Our Customers First promotion or increase the discount by 5% for your next minimum contract term up to a max of 25%. Our Customers First terms also apply.
Pay Monthly 18 Month SIM only animal plans
In addition to the standard pay monthly SIM only plan terms above, the following terms apply to 18 month SIM only plans:-
- You will be subject to a minimum contract term of18 months.
- Out of bundle calls will be charged on a per minute basis, and will be rounded up to the nearest minute. Inclusive calls will be charged on a per second basis. See Price Guide for details orange.co.uk/paymonthlyguide
- Switching service plan - You may switch to a higher SIM only service plan at any time after your first billing date. You may switch to a lower SIM only service plan after 9 months. If you do wish to switch you must give us not less than 10 days notice before your billing date. Changes will take effect from your next bill date. You can switch to a pay monthly service plan at any time after your first billing date.
Pay monthly 36 month service plan terms - June 2009
Connection is subject to status, a minimum term 36 month contract and acceptance of the network terms available at orange.co.uk/terms. 36 month tariffs available on selected handsets only. Handsets subject to availability. Please see your service plan to see which of these great benefits you will enjoy:
- Inclusive minutes - calls to UK landlines (beginning 01, 02, 03), UK mobile networks and Orange answerphone in the UK.
- Inclusive texts - person to person texts in the UK. Text message delivery notifications not included.
- Inclusive landline - calls in the UK to UK landlines (beginning 01, 02, 03).
- Calls to Customer Services - calls to Customer Services will be free of charge.
- Out of bundle calls will be charged on a per second basis. Minimum call charge applies. See Price Guide for details orange.co.uk/paymonthlyguide
- Fair usage policies - inclusive benefits are subject to Orange fair usage policies which vary from time to time:
- Unlimited texts - 3,000 texts per month
- No roll–over - unused benefits will not roll over to the next month.
- Other charges - see the Price Guide for details. If you do not pay by direct debit or require itemised bills the charges set out in the Price Guide will apply.
- Existing customers - see also Our Customers First terms - orange.co.uk/terms
- Handset Upgrades - After 18 months, you will be offered an equivalent handset to that which was available at the point of connection, subject to availability.
- Switching service plan - You may switch to a higher or equivalent service plan at any time after your first billing date. You may switch to a lower service plan after 18 months. If you do wish to switch you must give us not less than 10 days notice before your billing date. Changes will take effect from your next bill date.
- Exclusions - 36 month tariffs are not available with Magic Numbers, free or discounted Home Broadband or TRY off peak data bundles.
- Orange reserves the right to replace, amend or withdraw the Service Plans (in whole or part) or these terms at any time on reasonable notice.
UMA Ts&Cs
Panther plans are inclusive of BlackBerry® email and mobile internet browsing: UK use only, available on compatible devices only and subject to fair usage. BlackBerry® on pay monthly: Unlimited data is subject to a fair usage policy of 500MB per month and is for UK use
- Subject to clauses 2 to 5 below, UMA is available to both Orange Pay Monthly and Orange Pay As You Go customers.
- New Orange Pay Monthly customers are subject to status and an 18 month minimum term contract.
- Existing Orange Pay Monthly customers are subject to the Our Customers First terms and conditions. See Orange customers first terms and conditions.
- Existing Orange Pay Monthly customers can transfer to UMA within the first 28 days of their contract but must take a UMA handset instead of their existing handset.
- If you are on an existing Unique phone tariff you will be able to take up the Offer but you will have to re-sign your mobile contract for 18 months.
- Standard Mobile and Broadband terms (where the customer has taken Orange Broadband) apply. See our broadband and network terms and conditions
- UMA will not connect to a wireless router whilst roaming abroad (however the handset will roam on the standard GSM network)
- You will need to have a Broadband account and a wireless router. Up to 6 handsets can be paired with the wireless router.
- "Boost mobile signal at home with UMA technology" is subject to the limitations of your Wi-Fi network. Performance may be affected by the construction of the building it is used in, local interference from other radio products, the number of devices connected to the network and the data activity on the network.
- "Boost mobile signal at home with UMA technology" is further subject to the limitations of your broadband connection. Performance may be affected by your distance from the telephone exchange, the number of devices connected, and the quantity of data being transferred across the connection.
- Where Orange does not provide the Broadband service, Orange does not guarantee the service of other providers.
- You are strongly advised not to make 999 and 112 emergency calls using the UMA service. Alternative arrangements should be made and a primary home telephone line maintained.
- This Promotion is not available with any other Orange promotions, discounts or offers unless specified.
- Orange reserves the right to replace, amend or withdraw these terms and conditions at any time on reasonable notice.
- The Promoter is Orange. References to Orange in these terms and conditions are to Orange Personal Communications Services Limited, whose registered office is at St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol, BS32 4QJ.
- The Offer is a 500MB capped data bundle for £5 per month ("the Offer") and applies to new and upgrading pay monthly customers who sign up to an Animal Package (excluding Panther and SIM Only customers) with a minimum term 18/24 month contract from 22 September 2009.
- The offer is only available at point of connection to an Animal Package as set out above.
- Any data usage over and above the 500MB cap will be charged at £0.98/MB (at a prevailing VAT rate of 17.5%, future changes to the VAT rate will affect the value of this out of bundle charge). Standard Animal Package data usage terms and conditions apply.
- The Offer is not available with any other offer and/or promotion unless otherwise specified. Specifically, the £5 evening and weekend data browsing bundle is not available with this promotion.
- Orange reserves the right to amend, vary, or cancel these terms and conditions or to withdraw the Offer on providing reasonable notice to you.
- In the event that your account is terminated for any reason, including, but not limited to non payment Orange reserves the right to refuse re-connection to the Offer.
- Service is subject to the Standard Terms and Conditions for the Supply of Orange Network Services, a copy of which can be found at the back of your Orange phone User Guide. Where there is any inconsistency between these Terms and Conditions, and the Standard Terms and Conditions for the Supply of Orange Network Services, the latter will prevail.
1. definitions
The following words and expressions shall have the following meanings:
Accessories: Products approved by Orange which you use in conjunction with your Device. They include (without limitation) batteries, chargers, car kits, headsets and carry cases.
Account: our records of your payments and outstanding Charges, plus your personal details.
Age Restricted Services: any Services which are specified for use only by customers over a specific age.
Bar: a block placed by us on some or all of the Services you normally use (except for calls to emergency services). It may include us restricting the Service whereby you will automatically be re-directed into Orange when you attempt to make an outgoing call from your Device
Billing Date: the day on which your billing statement will be issued after you have been connected.
Business customers: Business customers are classified as those customers who can provide the following:
- For limited companies, the company registration number and the VAT number;
- For charities, the charity number;
- For all other businesses, a copy of a business chequebook, plus an invoice on company headed paper or a business utility bill.
Charges: all charges for Services, as published in our periodically updated Price Guide. These include any reasonable administration charges.
Connection: the process of giving you access to a Service. "Disconnection" and "Re-connection" have a corresponding meaning.
Content: information, communications, images and sounds, software or any other material contained on or available through the Services.
Contract: these terms and conditions which are binding on both you and Orange for each Device you connect to the Orange Network.
Customer Communication: information made available to you by Orange which provides information on Orange Services. It may be made available on your Device or provided electronically or distributed with new Devices or in mailings to some or all Orange Customers.
Deposit: refundable amount that Orange may ask you to pay before we Connect or Re-connect you to the Network or before providing any Service.
Device: a mobile telephone, device or data card (excluding Accessories) which is approved by Orange for connection to its Network.
Line One and Line Two: Line One is the primary means by which you have access to the Services. Line Two is a second line on the same Device with its own phone number.
Minimum Term: the minimum period for the supply of Services as specified in your Service Plan commencing on the date of Registration, where no period is specified in the Service Plan a minimum period of 12 months from the date of Registration will apply.
Network: the electronic communications system by which Orange makes Services available in the United Kingdom.
Orange Additional Services: optional Services (including but not limited to Roaming, International Calling, Premium Rate Services, and Content provided by Orange) which may cost extra whether they are supplied in conjunction with Service Plans or outside Service Plans.
Orange: Orange Personal Communications Services Limited and the companies owned by France Telecom S.A or any organisation that may succeed it as the assignee of this Contract. Referred to in this Contract from time to time as "we" "us" or "our".
Price Guide: a list of our current Charges which is updated from time to time and is available from us upon request.
Registration: our acceptance of your application for Services and our record of your data and any User data prior to Connection. "Register" has a corresponding meaning.
Roaming: An optional Service which allows you to use your Device on other operators' networks, usually in foreign countries.
Services: Network and other Services, including Orange Additional Services, provided or procured by us for you to use.
Service Plan: a number of products which shall include but not be limited to bundles of airtime, text, and/or Orange Additional Services and/or additional discounts offered by Orange for an agreed monthly or other periodic payment.
SIM: a card or other device which shall for the avoidance of doubt include a USIM which contains your personal telephone number and which is programmed to allow you to access the Network.
Suspension: the temporary disconnection of Services. "Suspend" has a corresponding meaning.
User: you, or another person named by you, who is authorised to incur Charges to your Account.
2. your Contract and the Minimum Term
your Contract runs for at least the Minimum Term
2.1 For each Device you own, your Contract starts on the date of Registration and will continue for the Minimum Term and thereafter You have limited rights to terminate your Contract during the Minimum Term as described in Section 4.
what happens when the minimum term ends
2.2 After the Minimum Term ends, we will continue to supply you with Services as normal until your Contract is terminated in any of the ways described in Section 4.
3. provision of Services
what we aim to provide in the UK
3.1 We will take all reasonable steps to make the Services available to you at all times. The Services are only available within the range of the base stations that make up our Network. We cannot guarantee a continuous fault free service. Please note that:
3.1.1 the quality and availability of Services may sometimes be affected by factors outside our control - such as local physical obstructions, atmospheric conditions, other causes of radio interference, features or functionality of your Device, the number of people trying to use the network at the same time, and faults in other telecommunication networks to which the Network is connected
3.1.2 the quality of our Services may not be at its best inside buildings or below ground
3.2 When you move outside the Orange enhanced service area this may result in:
3.2.1 the call being terminated if you are on a video call
3.2.2 the speeds at which data is downloaded being affected.
3.3 Any coverage maps are our best estimate but not a guarantee of service coverage which may vary from place to place.
Services may sometimes be affected by maintenance and upgrading
3.4 The Network and the Services may from time to time require upgrading, modification, maintenance or other works. These may result in some or all of the Services becoming temporarily unavailable. In such cases, we'll do everything we can to keep the period of non-availability to a minimum. However, some interruption may be inevitable.
suspension of Services
3.5 We may suspend some or all of the Services you use, without giving you notice if:
3.5.1 we have good reason to believe that you haven't complied with one or more of the terms of your Contract
3.5.2 you don't pay your bill within the time stipulated in Condition 6.2; we reserve the right to place a Bar on some or all of the Services from your Device (with the exception of calls to the emergency services). This Bar will remain in force until you've paid everything you owe us. At our discretion, we may charge you for Reconnection and removal of the Bar
3.5.3 we also reserve the right to Suspend Services if a complaint has been made against you. The complaint will be thoroughly investigated, and Services will remain suspended until we know the results of that investigation. Any complaint you make will similarly be thoroughly investigated
3.5.4 we have good reason to believe that your mobile phone number is being used for fraudulent or improper purposes
3.5.5 we suspect on reasonable grounds that information has been supplied to us without the knowledge of the person named or that an application is unauthorised or contains false particulars
3.5.6 you notify us that your Device has been lost or stolen
3.5.7 we are required by the emergency services or other government authorities to suspend your Services.
3.6 You will remain liable for all monthly or other periodic Charges during any period of Suspension.
suspension of Orange Additional Services
3.7 We reserve the right to change, suspend or withdraw part or all of any Orange Additional Service on giving reasonable notice.
monitoring the Services you use
3.8 For the purposes of good management and security and to make sure we follow your instructions correctly and to improve our service to you through training of our staff, or to monitor instances of unsolicited messages we may monitor or record communications. Where we have good reason to believe such communication is unsolicited you agree we may but are not obliged to block such communication.
roaming Services outside the UK
3.9 Roaming relies on the telecommunications systems of foreign networks, over which we have no control. We cannot therefore offer any guarantees about Roaming services.
3.10 If you use Services from a country outside the UK your use of the Services may be subject to different laws and regulations that apply in that other country. Orange is not liable for your failure to comply with those laws or regulations
Storage and transmission of information on our Network
3.11 We may establish limits concerning the use of the Services for example the maximum size of an email message that may be sent or received, the maximum capacity allocated to you for storage of Content on the Network which you access via the Services.
3.12 You agree that Orange has no responsibility for the deletion, corruption or failure to store any Content maintained or transmitted by the Network.
3.13 Whilst Orange has no responsibility to monitor the use of the Services if you exceed the use limits we reserve the right to refuse to store or send Content on your behalf.
Access to the Services and Content
3.14 Under no circumstances will Orange or any of the other parties involved in the provision of Orange Content, be liable for any losses, damages, costs or expenses arising from or in any way connected with any errors, defects, interruptions, malfunctions or delays in Content or the provision of Content. Orange agrees to rectify any such problems in the Content which are notified to Orange as soon as Orange reasonably can. If you do notice a fault or error in the Content, please notify the fault to Orange.
3.15 Orange accepts no liability for the, loss, late receipt or non-readability of any download, transmission, or other communications. The Content, which is obtained from a large range of sources, is supplied to You on an "as is" basis and Orange does not warrant that the Content is of satisfactory quality, fit for a particular purpose, suitable, reliable, accurate, complete, secure or is free from error.
Access to the third party services and the internet
3.16 We have no control over the value or quality of goods, services or Content offered by third parties on or through the Services. As a result we cannot be responsible or liable in any way for and do not endorse, any of these goods, services or Content.
3.17 The Services may be used by you to access websites and networks worldwide. Orange accepts no responsibility for the Content or services in respect of these and you agree to conform with the instructions issued by those websites and networks relating to your use of those services.
3.18 If you use your Device to access the internet or third party services as it may not be a secure environment unwanted programs or material or viruses may be downloaded to your Device without your knowledge which may give unauthorised access to, or damage your Device and the information stored on it. Orange is not liable or responsible in any way for such unauthorised access, damage to or loss of information on your Device.
Age Restricted Services
3.19 You are not permitted to access our Age Restricted Services (if any) if you are below the age specified to access the Services. If you are allowed to access the Age Restricted Services by virtue of the fact you are the specified age or older you must not show or send Content from the Age Restricted Services to anyone below the specified age. If you let anyone under the specified age use your Device you must ensure you deactivate access to the Age Restricted Services.
Credit Limits
3.20 We may set monthly credit limits for Charges. We may (but do not have to) Suspend some or all of our Services if you go over a credit limit. You should not use a credit limit for budgeting because the amount you owe is not capped or limited by any credit limit we set.
4. your rights to terminate this Contract
terminating your Contract after the Minimum Term
4.1 You may terminate your Contract to expire at anytime after the Minimum Term by giving us at least one month's notice. You are free to restore your Contract throughout this notice period, should you change your mind.
terminating your Contract during the Minimum Term
4.2 You may terminate your Contract before the Minimum Term has expired if you pay us:
4.2.1 all Charges that are due, plus
4.2.2 a lump sum equal to (or in some circumstances less than) the total monthly line rental due for the remaining period of your Minimum Term (except in the circumstances set out in Conditions 4.3 and 15.1). You will get a discount if the costs we expect to save by you no longer using Orange are greater than any payments we anticipated receiving from other operators for calls made and texts sent to you. See the Price Guide for more information, or
4.2.3 If you are a Business customer (and for the avoidance of doubt this also includes small and medium businesses) you will have to pay all Charges that are due, plus a lump sum equivalent to the total of all the monthly or other periodic Charges still remaining on your Minimum Term agreement (except in the circumstances set out in Conditions 4.3 and 15.1). See the Business Price Guide for more information.
terminating your Contract because Orange has changed its terms
4.3 You may also terminate your Contract if we vary its terms, resulting in an excessive increase in the Charges or changes that alter your rights under this Contract to your detriment. In such cases you would need to give us at least 14 days written notice prior to your Billing Date (and within one month of us telling you about the changes). However this option does not apply if:
4.3.1 we have increased the Charges by an amount equal to or less than the percentage increase in the All Items Index of Retail Prices published by the Central Statistical Office in the Monthly Digest of Statistics in any 12 month period; or
4.3.2 the variations we have made have been imposed on us as a direct result of new legislation, statutory instrument, government regulation or licence; or
4.3.4 the variation relates solely to an Orange Additional Service, in which case you may cancel that Orange Additional Service in accordance with Condition 15.1.
terminating your contract because Orange is no longer able to provide access to the Network
4.4 If, for reasons beyond our control, we are no longer able to provide Network Services, we will at our discretion either:
4.4.1 make arrangements for you to be supplied with equivalent Services by another network at no extra cost to you, or
4.4.2 accept written notice from you that you wish to terminate your Contract. In such cases we will refund any pre-paid Charges that have not been used up.
termination of your Contract by Orange
4.5 We may terminate your Contract immediately at any time in respect of any or all the Devices owned by you, in whole or in part, by giving you written notice if:
4.5.1 you fail to pass any credit assessments which we may reasonably consider to be necessary from time to time
4.5.2 you fail to pay any of your bills from Orange on time
4.5.3 we have good reason for believing that any information you have given us is false or misleading
4.5.4 you become insolvent within the meaning of Section 123 of the Insolvency Act 1986, or bankrupt, or make any arrangement with creditors or go into liquidation or become subject to an administration order or a receiver is appointed over any of your assets or if we have good reason for believing that you are unable to pay the Charges.
In relation to Conditions 4.5.1, 4.5.2, 4.5.3 and 4.5.4 set out above, you will remain liable for all Charges due, plus a lump sum equal to (or in some circumstances less than) the total monthly line rental due for the remaining period of your Minimum Term. You will get a discount if the costs we expect to save by you no longer using Orange are greater than any payments we anticipated receiving from other operators for calls made and texts sent to you. See the Price Guide for more information. If you are a Business customer (and for the avoidance of doubt this also includes small and medium businesses) you will have to pay all Charges that are due, plus a lump sum equivalent to the total of all the monthly or other periodic Charges still remaining on your Minimum Term agreement. See the Business Price Guide for more information.
4.5.5 in addition, we may terminate your Contract at any time after the Minimum Term has expired by giving you at least one month's written notice.
termination of your contract by Orange without written notice
4.6 We reserve the right to terminate your contract immediately at any time in respect of any or all of the Devices owned by you, in whole or in part without notice to you if
4.6.1 we have good reason for believing that you have breached Conditions 6.4.2, 6.4.3, 6.4.4 or 6.4.5, 6.4.8, 6.4.9, 6.4.10, 6.4.11 or
4.6.2 you haven't complied with one or more of the terms of your Contract and do not correct the breach within 7 days of being asked by us in writing to do so.
termination and Line Two
4.7 Termination of your Contract for any reason connected with Line One will result in automatic termination of Line Two.
5. effect of Termination of the Agreement
5.1 When this Agreement is terminated, your Device will be Disconnected and you will no longer be able to use the Services.
what to do after Termination of your Contract
5.2 Termination of your Contract is subject to you paying us any money you owe us and us paying you any money we owe you. After termination, it is your responsibility to cancel any direct debits, standing orders, credit card mandates or other authorisations you may have given for periodic payments to be made to us by third parties.
6. your responsibilities
when your payments are due
6.1 Ordinarily we will invoice you monthly in advance for monthly charges which are non-refundable and monthly in arrears for call and message charges but we reserve the right to amend the invoicing period and submit interim invoices to you. The Connection charge will be included on your first invoice. Charges in respect of Services not supplied directly by us e.g. Roaming may be invoiced several months in arrears. VAT will be added to all invoices at the relevant rate where applicable. Payment is due when you receive your invoice.
6.1.1 you will be responsible for paying all Charges on your Account, whether or not they have been accrued by you personally. You will also be responsible for any extraordinary costs incurred in administering your Account, including collecting any payments. If your Service has been Disconnected, either at your request or ours, you will remain responsible for paying any outstanding Charges
6.1.2 you must make your payment when you receive your invoice and by one of the payment methods stated on your invoice subject to clause 6.3. However we may also submit an interim bill or require an immediate payment if we think you have exceeded a reasonable limit on your Account.
penalties for overdue payments
6.2 If payment is not made within 14 days of its due date, we may charge interest on all sums outstanding at the rate of 2% above the base rate of National Westminster Bank. This interest will be charged on a per annum basis calculated daily.
payment methods
6.3 Ordinarily we will accept payment of Charges by credit card, debit card, cheque, direct debit and electronic transfer, but we reserve the right to refuse any payment method if we have reasonable cause to believe such payment will be dishonoured.
6.3.1 we reserve the right to charge an administration fee each month for payments not made by direct debit
6.3.2 we may arrange for invoices to be issued by a third party on our behalf. Invoices issued by such third party shall be binding on you and payment of such invoices in full to the third party will be a valid discharge of your liability to pay such invoices under this Agreement.
things that you agree to do
6.4 Recognising that good management and security of the Services is important to all Orange customers, you agree that you will:
6.4.1 provide whatever proofs of your identity and address that we consider reasonably necessary from time to time. Whilst photocopy or fax copies are usually acceptable we do reserve the right to request the original document
6.4.2 keep confidential, and not disclose to any third party, your Account password or any personal identification code, number or name issued by us permitting access to the Services
6.4.3 not use the Services for any improper, immoral, fraudulent or unlawful purposes or for the sending of any communication or storing any data which is of an offensive, abusive, indecent, obscene or menacing nature
6.4.4 not cause, nor knowingly allow others to cause, any nuisance, annoyance or inconvenience, whether to us or to any of our customers, by any means including the use of the Network for persistently sending unsolicited communications without reasonable cause
6.4.5 not act in a way, whether knowingly or otherwise, which will impair the operation of the Network or any part of it, or put it in jeopardy
6.4.6 use only Devices and Accessories approved for use with the Network, and comply with all relevant legislation or regulation relating to their use
6.4.7 comply with any reasonable instructions issued by us which concern your use of the Services, and co-operate with us in our reasonable security and other checks (which may include us making phone calls to you)
6.4.8 not send or upload anything that is copyright protected (unless you have permission) or which in any way breaches the intellectual property rights of any third party
6.4.9 not copy, modify, store, forward, publish or distribute the Services or their Content without our express permission
6.4.10 only use Content for your own personal use and not for any commercial purposes or distribute it commercially
6.4.11 not to re-sell, re-supply or otherwise distribute the Services or Devices without the prior written agreement of Orange
6.4.12 not circumvent the Age Restricted Service mechanisms.
7. multiple users
7.1 Where there are one or more Users other than you under your Contract, you remain responsible:
7.1.1 for ensuring the Services are used in accordance with this Contract and
7.1.2 for all Charges incurred to your Account by those Users.
8. Line Two - limitations on usage
Suspension of Services
8.1 If we Suspend Services on Line One, Services on Line Two will automatically be Suspended also.
electronic messages
8.2 It is not possible to send electronic messages on Line Two this shall include but not be limited to, text, video and multi media messages.
Service Plan
8.3 You may not have a higher Service Plan on Line Two than you have on Line One.
9. information supplied by you
the details you give us must be correct
9.1 By applying for Registration or for Orange Additional Services, you undertake to provide your correct name, address and other factual information. You also confirm that:
9.1.1 the person stated to be authorised to sign for a company or firm is duly authorised
9.1.2 any individual applying as a member of a company is of full contractual capacity and is able both to pay for the Services he or she has requested and to meet his or her other obligations under your Contract
9.1.3 You must also tell us if your details change.
what happens if we suspect the details you give us aren't correct
9.2 If we suspect, on reasonable grounds, that information has been supplied to us without the knowledge of the person named, or that an application is unauthorised or contains false particulars, we may delay Connection or Suspend Services to your Device while we investigate further. Following our investigation, we will Connect or reinstate the Services unless we have grounds to terminate. You acknowledge that you will have no claim against us in respect of any delay or Disconnection caused as a result of the operation of this Condition.
10. credit assessments
your application is subject to credit status
10.1 All applications for Registration and Orange Additional Services are subject to credit assessment before we can connect you to the Network. In considering your application we will search the following records about you and others (see 10.2 below):
10.1.1 Our own; and
10.1.2 those of licensed credit reference agencies (CRAs). When CRAs receive a search from us they will place a search footprint on you credit file that may be seen by other people searching your credit file. The CRAs supply to us both public (including the electoral register) and shared credit and fraud prevention information; and
10.1.3 those at fraud prevention agencies (FPAs).
10.2 We will use credit scoring and or other automated decision making systems when assessing your application. If our assessment of you does not meet our normal requirements we reserve the right to decline to Connect you or to supply Orange Additional Services or to decide an appropriate credit limit on your Account. Alternatively, we may ask you to lodge a Deposit with us before we Connect you. If you believe our assessment of you is incorrect, we will review your eligibility. However, we cannot accept responsibility for the accuracy of information provided by CRAs. Nor can we accept any liability for the consequences of our declining to Connect you.
10.2 We will also check your details with FPAs for the purposes of verifying identities to prevent and detect crime and money laundering. We may also make periodic searches at CRAs and FPAs to manage your Account with us.
10.3 If you are making a joint application or tell us that you have a spouse or financial associate, we will link your records together so you must be sure that you have their agreement to disclose information about them. CRAs also link your records together and these links will remain on you and their files until such time as you or your partner successfully files for disassociation with the CRAs to break the link.
10.4 Information on your application will be sent to CRAs and will be recorded by them. We may also disclose details of how you conduct your Account to such agencies. If you do not pay any balance on your Account when due CRAs will record the outstanding debt. This information may be supplied to other organizations by CRAs to perform similar checks and to trace your whereabouts and recover debts that you owe. Records remain on file for 6 years after they are closed, whether settled by you or defaulted.
10.5 If you give us false or inaccurate information and we suspect or identify fraud we will record this and may also pass this information to FPAs. Law enforcement agencies may access and use this information.
10.6 We and other organizations may also access and use this information to prevent fraud and money laundering, for example when:
10.6.1 checking details on applications for credit and credit related or other facilities;
10.6.2 managing credit and credit related accounts or facilities;
10.6.3 recovering debt;
10.6.4 checking details on proposals and claims for all types of insurance;
10.6.5 checking details of job applicants and employees.
10.7 We and other organizations may access and use from other countries the information recorded by FPAs.
10.8 If you do not pay any sums due on your Account we will trace your whereabouts and recover debts.
10.9 Your data may also be used for other purposes for which you give your specific permission or, in very limited circumstances, when required by law or where permitted under the Data Protection Act 1998.
10.10 If you would like to receive details of the relevant FPAs and CRAs please contact us at Credit Referral, Orange PCS, Top Floor Global House, Senhouse Road, Darlington, Co Durham DL1 4YB or by calling 170 from your handset or 01613800883. You can also contact the CRAs and FPAs directly.
10.11 If you would like to read the full details of how your data may be used please visit our website at www.orange.co.uk or phone 07973 100 150 to request a copy of our policy.
11. deposits
deposits are held for 12 months
11.1 We may request a Deposit from you:
- before Connection
- before making Orange Additional Services available to you, or
- before reinstating the Services after Suspension.
- if you fail to pass any credit assessments which we reasonably consider to be necessary from time to time
11.2 Deposits will be held for 12 months from the date of receipt and then refunded upon request. We do not pay interest on Deposits. If you owe us money, we may set off Deposits against the amount due to us. If there is a balance left over in such cases, we will remit this to you or credit your Account.
12. SIM Card
it's your responsibility to keep your SIM Card safe
12.1 Any SIM Card we supply to you remains our property, but it is your responsibility to keep it safe. SIM Cards are easily damaged and should be handled with care. We will replace free of charge any SIM Card found to be defective through faulty design or workmanship. In any other circumstances, however, we may charge for replacing it. We reserve the right to recall any SIM Card from you at any time to enhance or maintain the quality of the Services.
what to do if your SIM Card is lost, stolen or damaged
12.2 You must inform us immediately if the SIM Card supplied to you is lost, stolen or damaged. You will remain liable for all Charges incurred until you do so. We will send you a replacement SIM Card as soon as reasonably practicable, but we reserve the right to charge you for doing so.
your SIM Card and other networks
12.3 The SIM Card supplied with your Device enables the Device to work on our Network only with the exception of Devices which can access Roaming Services. However, after the Minimum Term we will lift this restriction at your request, provided all your payments of Charges are up to date and you pay the current administration charge. The software in the SIM Card and the Device is either owned by or licensed to Orange which grants you a non-exclusive licence to use it for accessing the Services for the duration of your Contract and not otherwise.
13. Caller id
what to do if you want your number to remain private
13.1 Our Network will allow the display of your Orange number on receiving Devices. If you prefer not to allow this, please let us know in writing. Your mobile phone number and the approximate location of your Device will always be sent if calling the emergency services.
14. Devices
your Device is not a part of your Contract
14.1 Your Device and Accessories are acquired by you outside the terms of your Contract.
15. changes to your Contract
we reserve the right to make changes to your Contract
15.1 When you Register you are asked to choose a Service Plan and to indicate which Orange Additional Services you require. You may switch to a higher Service Plan at any time. You may switch once only to the next lowest Service Plan after one half of your Minimum Term has expired, unless otherwise stated. You must read the rules of your chosen Service Plan as they may restrict your right to change Service Plans during your Minimum Term. In the event you do switch Service Plan and add to or cancel Orange Additional Services you must give us not less than 10 days notice before your Billing Date (subject to the terms of any promotional offers you have accepted). We do, however, reserve the right to vary the terms of this Contract from time to time and to make changes to your Service Plan. We acknowledge that if we do increase the Charges, withdraw Orange Additional Services or introduce new mandatory Charges - or if your contractual rights are affected to your detriment - you may terminate your Contract in accordance with Condition 4.3. If you do not give notice within one month of our notifying you of any change(s), you will be taken to have accepted the change(s).
15.2 In exceptional circumstances a government authority may require the reallocation or change of phone numbers in which case we may have to change your mobile phone number for the Services
new services
15.3 We are continuously enhancing our existing Services as well as adding new services, particularly Orange Additional Services. Charges for, and any special terms and conditions attached to Orange Additional Services will be notified in Customer Communication. The terms of your Contract, including Charges current on the date when you take up the offer of any Orange Additional Service, will apply to it, subject to any special promotional offer made by us and accepted by you.
16. Customer Communication
please read all the information we send you
16.1 We update our Customer Communication from time to time. Information on various topics is mailed to Customers with their monthly billing statements and is available on request from us. You are asked to read your Customer Communications and to keep those which are mailed to you until they are superseded. We regard you as having been given any information if it is either:
- included in a mailing addressed to you
- by voicemail, email text or other form of electronic message sent by us to your Device
- communicated directly by any means.
17. assignment of Contract and change of ownership of Device
your Contract is personal to you
17.1 Your Contract is personal to you and you may not assign it. However, we may at our discretion (not to be unreasonably withheld) allow you to:
- nominate a User other than yourself while you remain primarily liable to us under your Contract
- terminate your Contract on short notice if you have transferred title to your Device to a new customer who has Connected the Device to our Network.
17.2 We may assign our rights to your Contract only if such assignment is on terms which are at least as advantageous to you as those set out in your Contract.
18. liability
circumstances in which neither of us accepts liability
18.1 Except as provided in this Condition 18, neither party shall be liable to the other, whether in contract or tort nor otherwise, for any loss or damage which is:
- not the fault of the other party
- indirect and/or not reasonably foreseeable
- loss of business, profits, savings, revenue, use or goodwill, or for any loss or corruption of data whether caused to the other party through any breach of your Contract or any matters arising under it. Neither party excludes liability for negligent acts or omissions causing death or personal injury to any person.
maximum liability of Orange
18.2 Subject to Condition 18.1, we limit our legal liability up to a maximum of three thousand pounds per claim or a series of related claims for any loss or damage which is:
- direct financial loss
- direct physical damage to or loss of property resulting from our breach of contract or negligence while providing Services.
factors beyond our control
18.3 We will not be liable to you if we are unable to perform an obligation or provide the Services to you because of any factor outside our control, including but not limited to Acts of God, industrial action, default or failure of a third party, war, terrorist act, governmental action, or by any act or decision made by a court of competent jurisdiction.
your maximum liability
18.4 Subject to Condition 18.1, your liability is limited to payment of all outstanding Charges due in accordance with the provisions of your Contract.
19. general
changes to your Contract
19.1 Subject to Condition 15, your Contract may be varied or amended only by the express mutual agreement of both parties. A party seeking to rely on such variation or amendment must produce evidence of the other party's agreement to it.
disclosure of information to third parties
19.2 You agree to the disclosure to any telecommunications company, debt collection agency, credit reference agency, credit or fraud monitoring scheme, security agency or credit provider of:
- any information relating to your Contract, including your personal financial information and details of how you have performed in meeting your obligations under your Contract
- any disclosure as may be within our Data Protection Act registration
- any disclosure required as a result of an order of any court of competent jurisdiction or by statutory authority.
Your information
19.3 Orange or its Group companies will use your information which you provide to us together with other information for administration, marketing, credit scoring, customer services, tracking your Device and web use preferences, and profiling your purchasing preferences. We will disclose your information to our service providers and agents to help us with these purposes. We will keep your information for a reasonable period after your contract with us has finished in case you decide to use our Services again and may contact you about our Services during this time.
19.4 By registering your Device on the Network you consent to us sharing your information with other companies in the Group and companies outside the Group who are our business partners. They or we may contact you by mail, telephone, electronic messaging services, fax or email to let you know about any goods, services or promotions which may be of interest to you. Please call customer services if you do not wish to receive such information from us, or if you do not wish to receive information from our business partners, but remember that this will preclude you from receiving any of our special offers or promotions or those of our business partners.
19.5 By registering your Device on the Network you consent to our transferring your information to countries which do not provide the same level of data protection as the UK if necessary for providing you services you require. If we do make such a transfer, we will put a contract in place to ensure your information is protected.
19.6 You have a right to ask for a copy of your information (for which we charge a small fee) and to correct any inaccuracies.
19.7 When you give us information about another person you confirm that they have appointed you to act for them, to consent to the processing of their personal data, and to the transfer of their information abroad and to receive on their behalf any data protection notices.
19.8 For details of the Orange and its Group of Companies please visit our website.
delivering communications to you
19.9 All notices to be served in accordance with your Contract must be served by post or facsimile. We can in addition serve notice to you by voicemail, email text or other form of electronic message. They will be deemed served 48 hours after they are sent, or on earlier proof of delivery. All invoices and notices served by post will be sent to the address given by you on Registration unless you notify us of a change to this address. Any waiver, concession or extra time we may allow you is limited to the specific circumstances in which it is given and does not affect our rights in any other way.
disputes between you and us
19.10 You may request that disputes between you and us are referred to arbitration under our Code of Practice for Consumer Affairs. We will supply a copy of our Code of Practice for Consumer Affairs to you on request.
miscellaneous
19.11 If either party delays or does not take action to enforce their rights under the contract this does not prevent either party from taking action later.
19.12 If any of the terms in this contract are not valid or legally enforceable the other terms will not be affected. We may replace any term that is not legally effective with a similar term that is.
Orange company details
19.13 Our Company Registration Number is 2178917 and our Registered Office is at St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol, BS32 4QJ.
governing law
19.14 Your Contract is to be interpreted in accordance with the Laws of England and Wales.
hideThis document describes the terms and conditions applicable to Orange's Europe Traveller Bundles (the "Bundles") where taken as an addition to your existing Service Plan.
Bundles & Rules
Europe Traveller Bundles charges for Pay monthly Customers are (in addition to other charges):
Favourite Country and 5 Favourite Countries Travel Bundles charges for NON-BUSINESS CUSTOMERS are (in addition to other charges):
| Bundle Pricing (incl. VAT) | Europe Traveller | |
|---|---|---|
| 30 Day Bundle | Monthly bundle | |
| Access Fee per Connection per month (unless otherwise stated) | £5 | £10 |
| Inclusive Allowance** | 200 minutes^ of discounted call charges within Orange Roaming zones 1 - 2 and 200 minutes^ of call time free of charge per month for calls received whilst within Orange Roaming zones 1 - 2( Ireland & Channel Islands zone & Europe 1 ). | 1,000 minutes^ of discounted call charges per month for calls made from within Orange Roaming zones 1 - 2 and 1,000 minutes^ of call time free of charge per month for calls received whilst within Orange Roaming zones 1 - 2 ( Ireland & Channel Islands zone & Europe 1 ). |
** The inclusive allowance is only applicable to calls made by you to countries within Orange Roaming zones 1 - 2 ( Ireland & Channel Islands zone & Europe 1 ). (please see www.orange.co.uk/abroad for further details on Roaming zones).
^ Standard Orange Roaming call rates will apply once the relevant Bundle allowance has been utilised (please see www.orange.co.uk/roaming for the most up to date Roaming pricing information).
- Europe Traveller Bundles (the "Bundles") are available to all Pay monthly Orange customers only.
- Roaming services must be activated and provisioned on all applicable Devices in order for the Bundles to be applied to your Account. Roaming services are an Orange Additional Service (as defined in Orange's Standard Network Terms (see below clause 17)) and are therefore subject to status.
- Roaming services (including 3G and GPRS) are subject to connection to foreign networks and cannot be guaranteed.
- The inclusive allowance is only applicable to calls made by you to countries within Orange Roaming zones 1 - 2 ( Ireland & Channel Islands zone & Europe 1 ). Standard Roaming charges apply for calls to all other Roaming zones and once the relevant Bundle allowance has been used (please see www.orange.co.uk/abroad for further details on Roaming zones and Roaming pricing).
- The Bundles cannot be shared by Your group customers.
- Recurring monthly bundles have a minimum subscription of one (1) calendar month from the date it is applied to your Account and shall remain recurring unless and until you tell us that you want to stop using the Bundle by giving at least ten (10) clear days notice prior to your next bill date.
- The 30 day Europe Traveller Bundles will remain on your account until midnight on the 30th day after the Bundle was activated on your account.
- Where you request that a Bundle is removed, cancelled or terminated you will revert to your standard Service Plan rates for Roaming usage.
- You will be charged a pro-rata amount where the Bundle is applied to your Account prior to your next bill date and thereafter at the rates specified in the table above from your next bill date.
- Charges incurred whilst Roaming may be billed to your Account several months in arrears. The balance of the allowance shown on your monthly invoice may not therefore be accurate as certain Charges for previous usage may not have been processed by Orange at that time.
- The inclusive allowance cannot be converted into UK only call time or rolled over into a following monthly period.
- The Bundles can only be purchased by authorised Orange Account holders.
- Connection to the Bundles are, in addition to these terms, subject to your normal Terms and Conditions for the Supply of Orange Network Services which are to be found at the back of your Orange phone user guide and at www.orange.co.uk/terms.
- Where there is any inconsistency between these Terms and Conditions and Orange's Standard Network Terms, Orange's Standard Network Terms will prevail.
- Orange reserves the right to replace or amend the Bundles or these terms and conditions at any time on reasonable notice. Orange reserves the right to withdraw the whole or a part of the Bundles upon providing not less than thirty (30) days' notice.
- References to Orange in these terms and conditions are to Orange Personal Communications Services Limited whose registered office is at St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol, BS32 4QJ.
- World Traveller is available to all Orange Pay Monthly customers connected to an Orange Personal Service Plan.
- Roaming must be provisioned on your phone in order for World Traveller to be applied to Your account. Connection to roaming which is an additional service is subject to status.
- If you are responding to a text campaign from Orange you can purchase the offer by texting YES. This is free of charge. The text message to subscribe to the offer must be sent by midnight on the date specified in your message from Orange. Alternatively; you may call Customer Services on 150 to purchase the offer. By texting YES or otherwise purchasing the offer, you agree that Orange can apply the bundle to your account and that you can be charged for the bundle ( £5 )
- The World Traveller bundle will be activated within 7 days of the customer requesting the bundle and customers will be notified by text when the product is ready to use.
- World Traveller provides discounted rates on calls made abroad, calls received abroad & standard person to person text messages sent from abroad The rate of discount varies by roaming zone. Please refer to orange.co.uk/abroad for the most up-to-date price information.
- World Traveller will be charged pro rata from the date the Bundle is applied to your account until your next bill date and thereafter will be charged at £5 per month inc VAT.
- If for any reason, you would like Orange to remove World Traveller from your account, simply call 150 from your Orange phone and give at least 10 days notice before your next bill is due. You will revert to your standard service plan rates for roaming usage once World Traveller has been removed from your account.
- Orange reserves the right to amend, vary or cancel these terms and conditions or to withdraw World Traveller at any time on reasonable notice.
- Service is subject to the Standard Terms and Conditions for the Supply of Orange Network Services, a copy of which can be found at the back of your Orange phone User Guide. Where there is any inconsistency between these Terms and Conditions, and the Standard Terms and Conditions for the Supply of Orange Network Services the latter will prevail.
Nokia Comes With Music (“NCWM”) Tariff Terms
Connection subject to status, purchase of an eligible handset, minimum term contract of 24 months, and acceptance of the network terms available at orange.co.uk/terms. Please see your service plan to see which of these great benefits you will enjoy:-
- Inclusive minutes - calls to UK landlines (beginning 01, 02, 03), UK mobile networks and Orange Answer phone in the UK.
- Inclusive texts - person to person texts in the UK. Text message delivery notifications not included.
- Unlimited music downloads - music downloaded via Nokia Music Store.
- Benefit will run for duration of your 24 month minimum term.
- Service subject to acceptance of Nokia Music Licence Agreement.
- Music access is limited to one device only. You will be unable to transfer music between multiple devices.
- PC and internet access required. Music downloaded to your personal PC is free of charge.
- Music downloaded via mobile internet browsing is charged at standard data rates, see Price Guide for details at orange.co.uk/paymonthlyguide
- Magic Numbers - person to person calls to a Magic Number made in the UK will be included. You may choose an additional Magic Number every 6 months. You may also change any Magic Number once every 6 months. A Magic Number can only be a personal phone number managed by Orange UK on the Orange Mobile UK network or a 2nd line number on the Orange UK Broadband Access network as part of any eligible Orange home package. On entry of a Magic Number, Orange will check to ensure that this number is within permitted number ranges and not one that has been excluded by Orange in its absolute discretion. If a number ceases to be within these ranges or is excluded it will be removed from your Magic Numbers. It could take up to 24 hours for Magic Number changes to become active
- Mobile Internet (available on NCWM 45 tariff only) - up to 500MB anytime mobile internet browsing. Usage above 500MB will be charged at the rates set out in the Price Guide - orange.co.uk/paymonthlyguide. Not to be used for other activities (e.g. using your handset as a modem, non-Orange internet based streaming services, voice or video over the internet, instant messaging, peer to peer file sharing, non-Orange internet based video). Should such use be detected notice may be given and Network protection controls applied to all services which Orange does not believe constitutes mobile browsing. This may result in reduced speed of transmission, suspension of data browsing services and/or suspension of your account. For use in the UK only.
- Additional Benefits for customers on NCWM 45 tariffs - free calls to answer phone will not decrement inclusive minutes. Includes calls made from your Orange mobile to your Orange answer phone in the UK only. Additional features, such as answer phone call return will be charged. Free itemised billing. Dedicated customer services.
- No roll-over - unused benefits will not roll over to the next month.
- Other charges - see Price Guide for details. If you do not pay by direct debit or require itemised bills, the charges set out in the Price Guide will apply.
- Existing customers - see also Our Customers First terms - orange.co.uk/terms
- Best Plan - Standard Best Plan terms and conditions apply. A Best Plan recommendation will be based your average voice and text usage, however you will only be recommended a tariff within the Nokia Comes With Music range of tariffs.
- Upgrades - You may upgrade, subject to the following:
- Should you upgrade before the end of your 24 month contract to a non-Nokia Comes With Music tariff and handset, please note that you will retain the benefit of the Nokia Comes With Music tariff for the remainder of your existing term on your existing handset only.
- Should you upgrade to a new Nokia Comes With Music tariff before the end of your existing 24 month contract (i.e. month 22 of 24), please note that you will be required to sign a further 24 month contract in addition to the remainder of your initial contract, (i.e. 26 months), however your new NCWM licence will run for a period of 24 months only from point of activation.
- Switching service plan - You may switch to a higher NCWM service plan at any time after your first billing date. You may also switch to the next lower NCWM service plan after 12 months. If you do wish to switch you must give us not less than 10 days notice before your billing date. Changes will take effect from your next bill date.
- Orange reserves the right to replace, amend or withdraw the Nokia Comes With Music tariffs (in whole or in part) or these terms at any time on reasonable notice.
Short Terms
Subject to status and availability. Free Nokia 5800 Comes with Music, plus unlimited music download on the Comes with Music tariff on a 24 month. Unlimited music available for 24 months. Price subject to payment by Direct Debit and non-itemised billing. Music downloaded via your personal PC subject to standard internet charges whilst Music downloaded via mobile browsing is charged at standard data rates. See the current price guide for details at www.orange.co.uk/paymonthlyguide. Full terms at www.orange.co.uk/terms
hidePay monthly 36 month service plan terms - June 2009
Connection is subject to status, a minimum term 36 month contract and acceptance of the network terms available at www.orange.co.uk/terms. 36 month tariffs available on selected handsets only. Handsets subject to availability. Please see your service plan to see which of these great benefits you will enjoy:
- Inclusive minutes - calls to UK landlines (beginning 01, 02, 03), UK mobile networks and Orange answerphone in the UK.
- Inclusive texts - person to person texts in the UK. Text message delivery notifications not included.
- Inclusive landline - calls in the UK to UK landlines (beginning 01, 02, 03).
- Calls to Customer Services - calls to Customer Services will be free of charge.
- Out of bundle calls will be charged on a per second basis. Minimum call charge applies. See Price Guide for details www.orange.co.uk/paymonthlyguide
- Fair usage policies - inclusive benefits are subject to Orange fair usage policies which vary from time to time:
- Unlimited texts- 3,000 texts per month
- No roll-over - unused benefits will not roll over to the next month.
- Other charges - see the Price Guide for details. If you do not pay by direct debit or require itemised bills the charges set out in the Price Guide will apply.
- Existing customers - see also Our Customers First terms - www.orange.co.uk/terms
- Handset Upgrades - After 18 months, you will be offered an equivalent handset to that which was available at the point of connection, subject to availability.
- Switching service plan - You may switch to a higher or equivalent service plan at any time after your first billing date. You may switch to a lower service plan after 18 months. If you do wish to switch you must give us not less than 10 days notice before your billing date. Changes will take effect from your next bill date.
- Exclusions - 36 month tariffs are not available with Magic Numbers, free or discounted Home Broadband or TRY off peak data bundles.
- Orange reserves the right to replace, amend or withdraw the Service Plans (in whole or part) or these terms at any time on reasonable notice.
Photography 15
The Photo 15 is available on all Orange pay monthly Service Plans and are for use with Multimedia Messaging (MMS) capable phones. Photo 15 is available for use with Line 1 only and is not available on Line 2
The bundle is not available to business customers, payg customers or customers who already have a MMS product on their account
Photo 15 provides 15 inclusive Photo Messages at a charge of £2.94 inc VAT per month. Each photo sent will decrement your inclusive Photo Messages. Photo Messages sent outside your inclusive Photo 15 bundle will be charged at the standard rates
You may request to cancel or change your Photo 15 bundle at any time by calling 150 from your Orange phone. Make sure that you give at least five days' notice before your billing date and any change will take effect from your next billing date
Unused Photo Messages do not roll over
Photo Messages can only be used to send person to person UK MMS messages
Orange reserves the right to amend, vary, or cancel these terms and conditions or to withdraw the Photo 15 bundle at any time after giving reasonable notice
Service is subject to the Standard Terms and Conditions for the Supply of Orange Network Services, a copy of which can also be found at the back of your Orange phone User Guide. Where there is any inconsistency between these Terms and Conditions and the Terms and Conditions for the Supply of the Orange Network Services, the latter will prevail
hidePhotography 30
- Photography bundles are available on all Orange pay monthly Service Plans and are for use with Multimedia Messaging (MMS) capable phones and a “selected range” of new and existing phones. Photography bundles are available for use with Line 1 only and are not available on Line 2
- To view a list of the “selected range” of new and existing phones visit our camera phones page
- You will be charged a monthly fee of £4.89 inc VAT - Photography 30 bundle provides you with a free Orange photo album with up to 200MB capacity, the ability to send or upload photos to your Orange photo album straight from your phone and 30 Photo Messages per month
- If you are using a phone which is MMS capable, but not one of the “selected range”, you may send photos as an MMS to your Orange photo album. Each photo sent will decrement your inclusive Photo Messages
- If you are using one of the “selected range” of new and existing phones, you may download the Photography application and upload unlimited full quality photos to your Orange photo album. Unlimited upload of photos to your Orange photo album is subject to storage space being available in your Orange photo album
- Unlimited access to your Orange photo album is only available on a “selected range” of phones with the Photography 30 bundle and is for use within the UK only. If you are intending to upload or send Photos whilst abroad we recommend that you check the international data charges for your tariff before using the service from abroad
- If you have one of the “selected range” of phones, you can browse your Orange photo album on WAP as part of the Photography bundle. Orange will automatically update the Photography application as new functionality becomes available. There will be a small data transfer charge of approximately 1p per month as a result
- If you are using a phone from the “selected range”, you will be charged a connection fee of 1p each time you upload photos to your online album or browse the WAP album. This small connection fee is charged for one GPRS session. For example, if you ended your GPRS session each time you uploaded a photo to your online album, and you uploaded 10 photos, you will be charged 10p
- Once you have used your inclusive Photo Messages, or if you do not purchase a bundle, you will be charged at your standard service plan rates for sending and/or uploading Photo Messages including data charges for uploading photos
- You may request to cancel or change your Photography Bundle at any time by calling 150 & giving at least five days‘ notice before your billing date. Any change will take effect from your next billing date
- Unused Photo Messages do not roll over
- Your use of the Photography application is subject to your acceptance of the terms and conditions of Orange Photography and may be amended from time to time. These terms are made available to you at the time of activation of the application. By activating the Photography application you agree to comply with Orange Photography terms
- The use of the free online album is subject to your acceptance of the terms and conditions of Photobox. If you leave Orange, you may still keep your album however use of the Photography application or the Photography bundles will cease
- Orange reserves the right to amend, vary or cancel these terms and conditions or to withdraw the Photography bundles at any time after giving reasonable notice
- Service is subject to the Standard Terms and Conditions for the Supply of Orange Network Services, a copy of which can also be found at the back of your Orange phone User Guide. Where there is any inconsistency between these Terms and Conditions and the Terms and Conditions for the Supply of the Orange Network Services, the latter will prevail
Photography 50
- Photo 50 is available on all Orange pay monthly Service Plans for use with Multimedia Messaging (MMS) capable phones.
- The bundle is not available to business customers, pay as you go customers or customers who already have a MMS product on their account.
- Photo 50 provides 50 inclusive Photo Messages at a charge of £7.34 inc VAT per month. Photo Messages sent outside your inclusive Photo 50 bundle will be charged at standard rates. Unused Photo Messages do not roll over.
- You may request to cancel or change your Photo 50 bundle at any time by calling 150 from your Orange phone. Make sure that you give at least five days’ notice before your billing date and any change will take effect from your next billing date.
- Photo 50 can only be used to send person to person UK MMS messages.
- Orange reserves the right to amend, vary, or cancel these terms or to withdraw the Photo 50 bundle at any time on giving reasonable notice.
- Service is subject to the Standard Terms and Conditions for the Supply of Orange Network Services, a copy of which can also be found at the back of your Orange phone User Guide. Where there is any inconsistency between these Terms and Conditions and the Terms and Conditions for the Supply of the Orange Network Services, the latter will prevail.
Travel Data Monthly Bundles
Definitions
- If any capitalised word or phrase in these terms is defined in Orange’s Standard Network Terms, then it carries that meaning in these terms unless otherwise defined below.
Eligibility
- Travel data monthly bundles (the ‘Monthly Bundles’) are only available to Orange Pay Monthly customers and Orange Business Customers (as defined in paragraph 23 below).
- Any Group leader or sharer may take a Monthly Bundle, however only that individual’s usage will decrement the bundle. Group customers (including without limitation Talkshare and Your Group customers) may not share a Monthly Bundle amongst the various Users.
- Roaming must be provisioned on your phone or data card in order for the Monthly Bundle to be applied to your account. Connection to Roaming, which is an Orange Additional Service, is subject to status. To apply to enable Roaming, just call Orange Customer Services on 150 (Pay Monthly customers) or either 158 or 345 (Business Services customers) from your Orange handset.
Charges
- Once your order for the Monthly Bundle has been activated, you will be charged the specified monthly fee for the type of bundle (Europe or Global) and monthly data limit you have ordered. If you purchase a one-off Monthly Bundle, you will only be charged once. If you purchase a recurring Monthly Bundle, you will be charged on a pro rata basis for the period from the date of activation up to the end of the current billing month, and you will be charged in full for each billing month thereafter. See paragraph 14 below for details of one-off and recurring Monthly Bundles.
- Each session of data Roaming usage is rounded up to the nearest kilobyte.
- If any User has both a Europe Monthly Bundle and a Global Monthly Bundle, then whilst Roaming in the applicable geographical area for the Europe Monthly Bundle (see paragraph 12 below), the Europe Monthly Bundle will be used automatically and usage will only decrement from the Global Monthly Bundle when the Europe Monthly Bundles monthly allocation has been exhausted.
- You will be charged your standard service plan Roaming rate for usage outside of the Monthly Bundle allocation (calls, sms, mms, etc. as well as out of bundle data charges). If your Service Plan is inclusive of Roaming data charges, then the allowance under the Monthly bundle will be used first. For Pay Monthly customers who also subscribe to the World Traveller option, then usage outside of the Daily Bundle allocation will be charged at the World Traveller discounted rates.
- Charges incurred whilst Roaming may be billed several months in arrears. Your bill will show any data Roaming inclusive in your Monthly Bundle, used in the month corresponding to that bill and processed in time to appear on that bill as decremented from that months Monthly Bundle allocation. Data Roaming inclusive in your Monthly Bundle allocation for a given month but processed too late to appear in the bill for that month will be shown as free of charge in the bill in which the usage ultimately appears.
Usage
- You can use your Monthly Bundle whilst Roaming for GPRS and 3G browsing of the internet (subject to availability) using your mobile phone or Orange data card, up to the monthly data limit you have ordered. Your data limit is calculated on a pro rata basis where your recurring Monthly Bundle is active only for part of the first billing month of its life.
- Unused data will not roll over into the next month.
- The bundle does not include event charges such as charges for download of ringtones or games, and does not include the use of any data services for which a special charge is made.
- If you have purchased the Global Monthly Bundle, you may use it whilst Roaming in any country of the world in which a network supporting internet browsing is available to Orange customers. If you have purchased the Europe Monthly Bundle, it only applies whilst Roaming (if you are a Pay Monthly customer) in the Republic of Ireland and Channel Islands zone or the Europe 1 zone; or (if you are a Business Services customer) in Zones 1 and 2. Please see www.orange.co.uk/international (if you are a Pay Monthly customer) and www.orange.co.uk/businessroaming (if you are a Business Services customer) for zone information.
Ordering and Cancellation
- To order a Monthly Bundle, you must contact an Orange store or contact Customer Services on 150 (Pay Monthly) or either 158 or 345 (Business Services) from your Orange handset. The bundle will normally be activated within 24 hours of your order, but you may ask for it to be activated at any time up to 28 days in advance. Until activation, you will be charged at your standard rate for data Roaming.
- You may either order a one-off Monthly Bundle or a recurring Monthly Bundle. A one-off Monthly Bundle is only available with a 3MB or 10MB data limit, lasts for a fixed period of 30 days and cannot be cancelled. A recurring Monthly Bundle recurs each month in line with the billing cycle, and will be on your Account either until you decide to remove it or until Orange withdraws Monthly Bundles.
- The minimum term to have a recurring Monthly Bundle on your Account runs until the next Billing Date after the expiry of 30 days from the date of activation of the recurring Monthly Bundle.
- To remove your Monthly Bundle simply call Orange on 150 (Pay Monthly) or either 158 or 345 (Business Services). The cancellation will take effect on the next Billing Date following the expiry of 10 days from the day you notify Orange.
- Once a Monthly Bundle expires or is cancelled, the benefit of any unused data Roaming included in the bundle will be lost.
- No credit will be given for any unused data Roaming included in a Monthly Bundle either before or after the expiry or cancellation of the bundle.
- A User may have a maximum of one Europe Monthly Bundle and one Global Monthly Bundle active at any one time.
General
- Roaming services are subject to connection to foreign networks and cannot be guaranteed. Please see www.orange.co.uk/international (Pay Monthly) or www.orange.co.uk/businessroaming (Business Services) for more information.
- Travel data bundles other than the Monthly Bundle may be available from time to time. These will be subject to separate terms and conditions. Monthly Bundles are not available with any other data bundle, offer and/or promotion unless otherwise specified.
- Orange reserves the right to replace or amend Monthly Bundles or these terms and conditions at any time on reasonable notice. Orange reserves the right to withdraw a whole or part of the Monthly Bundles upon providing not less than thirty (30) days’ notice.
- A business customer is classified as a customer who can provide the following for limited companies, the company registration number and the VAT number; or for charities, the charity number; or for all other businesses, a copy of a business chequebook, plus an invoice on the businesss headed paper or a business utility bill.
- Service is subject to Orange’s Standard Network Terms which are to be found:
- If you are a Pay Monthly customer, at the back of your Orange phone User Guide and at www.orange.co.uk/terms; or
- If you are a Business Customer, in (as applicable):
- the small business Customer Information Form (Small Business CIF) terms and conditions for the supply of Orange Network Services; or
- the Orange Business Services Customer Agreement (OBSCA); or
- the Orange Business Services Master Agreement (OBSMA).
- Where there is any inconsistency between these terms and Orange’s Standard Network Terms, Orange’s Standard Network Terms will prevail.
- Reference to Orange in these terms are to Orange Personal Communications Services Limited of St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol, BS32 4QJ.
Pay as you go
- PAYG Animal Packages are open to all Orange Pay as You Go Customers. Existing customers moving to a PAYG Animal Package may not be able to return to their old tariff.
- Monkey is open to all Orange Pay as You Go Customers. Existing customers moving to Monkey may not be able to return to their old tariff.
- Where the Reward is dependent on monthly top-ups, you must top up by £10 or more per month. .
- The Rewards are:
Animal Package Racoon Camel Dolphin Canary Minimum Top up None None £10 £10 Reward 5p off call rates Calls abroad from 5p Free texts and access to online community sites Free evening and weekend minutes to UK mobiles - If you top up by £10 or more per month, you will receive the following rewards:
Minimum level of top up Dolphin Canary Monkey £10 top up 300 texts and free access to online community sites 100 free evening and weekend minutes to UK mobiles Free music and 300 free texts £20 top up 600 texts and free access to online community sites 200 free evening and weekend minutes to UK mobiles Free music and 600 free texts £30 top up Unlimited texts and free access to online community sites 300 free evening and weekend minutes weekends to UK mobiles Free music and 1000 free texts - You will be sent a free text message letting you know when your monthly rewards start.
- Free texts - person to person texts to any UK mobile phone network whilst in the UK. Once the free texts have been used, you will be charged at standard service plan rates. Unused free texts will expire at the end of the monthly period. Unlimited free texts subject to fair usage policy of 3000 texts per month. Usage above this amount will constitute abuse and Orange may monitor usage and withdrawn the benefit from your account.
- Free evening and weekend minutes - calls made between 7pm and 7am Monday to Friday and 7pm Friday to 7am Monday. Calls are to UK mobiles only. All other calls will be charged at standard rates.
- Calls abroad - calls made from your mobile to mobiles and landlines in the countries listed at www.orange.co.uk/payasyougo.
- No rollover - unused benefits will not rollover to the next month.
- Online community sites are Facebook, Bebo, MySpace and Flirtomatic - usage is subject to a 50MB cap - any usage over this will be charged at standard rates.
- Free music - Unlimited free access online and 600 free minutes access on your mobile per month. After 600 minutes you will be charged at your standard network rate.
- Orange reserves the right to vary or amend these terms or to withdraw the Reward at any time on reasonable notice.
- Further terms apply - see terms.
- The Reserve Tank (the "Benefit") is open to Orange pay as you go customers who are over 18 years of age by invitation only. The Benefit is not available on all tariffs and you may have to move to a new tariff to use it. The benefit may, at Orange’s discretion, be subject to an arrangement fee. You will be notified of the arrangement fee before you agree to take the Benefit.
- The Benefit can be activated each time your balance reaches between zero and 14 pence and must be paid back by topping up before it can be activated again.
- You can activate the Benefit by calling 450 from your Orange PAYG phone if you are in the UK and following the voice prompts. The Benefit is offered in place of Reserve Call functionality.
- When you activate the Benefit you will have Additional Credit made available for your use (the ‘Additional Credit’). You will be told how much additional credit you will be entitled to when you activate the Benefit. When this Additional Credit has been used, you will not be able to make further calls or use other services. Any Additional Credit used will be recouped when you next top-up.
- Your Additional Credit can only be used to make voice calls and send text and multimedia messages to UK land-lines or UK mobile numbers. Any other calls will be excluded. You will not be able to use the Additional Credit to make calls to Magic Numbers, International calls or to call the UK whilst you are abroad.
- Your Additional Credit can only be used to make voice calls and send text and multimedia messages to UK land-lines or UK mobile numbers. Any other calls will be excluded. You will not be able to use the Additional Credit to make calls to Magic Numbers, International calls or to call the UK whilst you are abroad.
- Once the Benefit has been activated, all calls, text and multimedia messages will be charged at a rate 5p higher than your normal rates (please see table below for rates). If your top-up is credited whilst you are on a call, your normal rates will return for your next call.
Charges per minute or per message once the benefit has been activated are as follows:Anytime fixed rates Same rates 24/7 Fixed rates all day Choose Your Own Off Peak Talk and Save Free Text top-up Call Abroad Speak Easy Dolphin, Canary, Camel Racoon Orange to other UK mobile networks 40 40 45 55 45 45 40 20 25 20 Orange to Orange 15 20 25 25 30 25 20 20 25 20 Orange to UK landlines 30 20 25 40 30 25 20 20 25 20 Answer Phone 15 15 15 15 15 15 15 20 25 20 Text Messaging 15 15 17 17 17 15 15 15 15 15 Photo Messaging 35 35 35 35 35 35 35 35 35 35 Video Messaging 55 55 55 55 55 55 55 55 55 55 Video Calling - Orange to Orange 35 35 35 35 35 35 35 35 35 35 Video Calling - Orange to other networks 55 55 55 55 55 55 55 55 55 55 - If you have purchased an Extra and have activated the Benefit you will be able to use the Extra at advertised rates. You will be able to use data services at normal rates.
- Once the Benefit has been activated, you must top-up by at least £5.00 for it to be deactivated, pay back the Additional Credit and for call charges to return to your normal tariff rates.
- Once the Benefit has been activated, all airtime credits including Bonus Top-Up, Upgrade Use £10, get £5 rewards and any cash adjustments that exist on your account or that are subsequently added will be used at the higher rate until you top-up, the Additional Credit is paid back and the Benefit deactivated. These airtime credits will not be used to pay back the credit.
- If you want the Benefit removed from your account, once you have topped up you can ask for it to be removed by texting STOP to 1210. If you later want to re-activate the Benefit you may have to pay the arrangement fee.
- Orange shall not be held liable in the event that the Benefit cannot be activated for whatever reason.
- Orange reserves the right to change the balance at which the Benefit can be activated at any time
- Orange reserves the right to change the amount of Additional Credit made available for you to use and the rate at which any unused Additional Credit is charged following activation, at any time. Any increases will be made clear to you prior to point of activation. Once any increase has commenced, you will be deemed to accept these changes if you activate the Benefit. You will not be able to choose the amount of Additional Credit that is made available to you.
- Orange reserves the right to suspend use of the Benefit or to prevent the customer from activating the Benefit at any time.
- Orange allocates the Benefit and reserves the right to remove it at any time or if you have not topped up for three months.
- Orange reserves the right to amend or vary these terms and conditions or to withdraw the Benefit at any time on reasonable notice.
- Service is subject to the Terms and Conditions for the supply of Orange pay as you go Services, a copy of which can be found at the back of your Orange phone User Guide or SIM pack. Where there is any inconsistency between these Terms and Conditions, and the Standard Terms and Conditions for the supply of Orange pay as you go Services the latter will prevail.
General Gift Voucher Terms
- The offer is a Pay As You Go BlackBerry Internet Service (BIS) bundle (’the Offer’) which is available to all new and existing Pay As You Go customers on selected handsets only.
- The Offer provides browsing and a push email service for £5 per calendar month. Pay As You Go BlackBerry Internet Service (BIS) usage includes browsing and push email data traffic routed between the user’s BlackBerry (or BlackBerry Connect enabled) device and the BlackBerry BIS service hosted jointly by Orange and Research In Motion Ltd (RIM). However devices may also be configured to browse or pass email using other services not part-hosted by RIM. Such data usage is not included and will be chargeable according to the data charging rates set out for your pay as you go tariff.
- The Offer must be activated by a customer calling PAYG customer services on 450 from an Orange handset.
- The Offer is a £5 monthly re-occurring charge, which will be deducted from existing credit. The customer can stop the offer by texting STOPBB to the short code 247. The Offer will only stop at the end of the calendar month.
- The Offer is subject to a fair usage policy of 50MB per month and is not to be used for other activities, such as non-Orange internet based streaming services, voice or video over the internet, peer to peer file sharing, and non-Orange internet based video. Should you exceed the fair use policy or if such use is detected, notice may be given and Network protection controls may be applied to all services which Orange does not believe constitutes mobile browsing. This may result in, at Orange’s discretion, your inability to purchase the Offer, a reduced speed of transmission, suspension of data browsing services and/or suspension of your account.
- Any unused part of the Offer will not rollover into the following calendar month.
- The Offer can only be used in the UK. Any data roaming outside the UK will be charged at the standard PAYG roaming data charges.
- The Offer does not include event charges such as for ringtones or games (transport costs for these events are included).
- The Offer is subject to your normal Terms and Conditions for the Supply of Orange Network Services which are to be found at the back of your Orange phone user guide and at www.orange.co.uk
- The Offer does not permit use of any other BlackBerry from Orange service concurrently with BIS. If the customer requires any other Blackberry service (including use of BES) then the customer should contact their account manager or retail store for terms, conditions and pricing.
- Your use of the Offer is subject to your acceptance of the terms and conditions of Research in Motion Limited (RIM), which may be amended from time to time. These terms are made available to you at the time of activation of your BIS. These terms include the right to use RIM's software to access the service. A copy of these terms and conditions are available upon request from Orange or at www.blackberry.orange.co.uk by activating BIS you agree to comply with RIM's terms.
- Where there is any inconsistency between these Terms and Conditions and Orange's Standard Network Terms, Orange's Standard Network Terms will prevail.
- Orange reserves the right to replace or amend BIS or these terms and conditions or to withdraw BIS at any time on reasonable notice.
- References to Orange in these terms and conditions are to Orange Personal Communications Services Limited whose registered office is at St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol, BS32 4QJ.
- This Phone Fund promotion (the Promotion) is available to all Orange pay as you go customers.
- The Promotion will start on 12th February 2009.
- The Promotion is that every time you top up you will receive a credit worth 10% of your top up (eg, if you top up by £10, you’ll get a £1 credit).
- Each credit that you accumulate will go into your Phone Fund. The maximum credit you can build up in your phone fund is £200.
- Subject to clause 9 below, any credit added to your Phone Fund and not used within 12 months will expire. If you do not use your phone or register a top-up for a period of 6 months, any credit added to your Phone Fund will expire.
- Your Phone Fund can be used as a discount off the price of any new PAYG handset when you transfer your number when purchased in an Orange shop, on www.orange.co.uk or by calling 450. When using the Phone Fund, the oldest accumulated credit will be used first. Any remaining credit will be subject to the normal 12 month expiry rules.
- The Promotion is not available with any other offer and/or promotion unless otherwise specified or redeemable as a cash or credit
- Orange reserves the right to amend, vary or cancel these terms and conditions or to withdraw this Promotion upon 30 days notice.
- If this Promotion is withdrawn, any credit in your Phone Fund must be used within 2 months from the date of withdrawal. Any credit not used during this period will expire.
- Service is subject to the Terms and Conditions for the Supply of Orange pay as you go services, a copy of which can be found at the back of your Orange phone User Guide or SIM pack. Where there is any inconsistency between these Terms and Conditions, and the Standard Terms and Conditions, the latter will prevail.
- The promoter is Orange Personal Communications Services Limited of St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol, BS32 4QJ
1. definitions
The following words and expressions shall have the following meanings:
Accessories: Products approved by Orange which you use in conjunction with your Device. They include (without limitation) batteries, chargers, car kits, headsets and carry cases.
Account: our records of your payments and outstanding Charges, plus your personal details.
Age Restricted Services: any Services which are specified for use only by customers over a specific age.
Bar: a block placed by us on some or all of the Services you normally use (except for calls to emergency services). It may include us restricting the Service whereby you will automatically be re-directed into Orange when you attempt to make an outgoing call from your Device
Billing Date: the day on which your billing statement will be issued after you have been connected.
Charges: all charges for Services, as published in our periodically updated Price Guide. These include any reasonable administration charges.
Connection: the process of giving you access to a Service. "Disconnection" and "Re-connection" have a corresponding meaning.
Content: information, communications, images and sounds, software or any other material contained on or available through the Services.
Contract: these terms and conditions which are binding on both you and Orange for each Device you connect to the Orange Network.
Customer Communication: information made available to you by Orange which provides information on Orange Services. It may be made available on your Device or provided electronically or distributed with new Devices or in mailings to some or all Orange Customers.
Deposit: refundable amount that Orange may ask you to pay before we Connect or Re-connect you to the Network or before providing any Service.
Device: a mobile telephone, device or data card (excluding Accessories) which is approved by Orange for connection to its Network.
Line One and Line Two: Line One is the primary means by which you have access to the Services. Line Two is a second line on the same Device with its own phone number.
Minimum Term: the minimum period for the supply of Services as specified in your Service Plan commencing on the date of Registration, where no period is specified in the Service Plan a minimum period of 12 months from the date of Registration will apply.
Network: the electronic communications system by which Orange makes Services available in the United Kingdom.
Orange Additional Services: optional Services (including but not limited to Roaming, International Calling, Premium Rate Services, and Content provided by Orange) which may cost extra whether they are supplied in conjunction with Service Plans or outside Service Plans.
Orange: Orange Personal Communications Services Limited and the companies owned by France Telecom S.A or any organisation that may succeed it as the assignee of this Contract. Referred to in this Contract from time to time as "we" "us" or "our".
Price Guide: a list of our current Charges which is updated from time to time and is available from us upon request.
Registration: our acceptance of your application for Services and our record of your data and any User data prior to Connection. "Register" has a corresponding meaning.
Roaming: An optional Service which allows you to use your Device on other operators' networks, usually in foreign countries.
Services: Network and other Services, including Orange Additional Services, provided or procured by us for you to use.
Service Plan: a number of products which shall include but not be limited to bundles of airtime, text, and/or Orange Additional Services and/or additional discounts offered by Orange for an agreed monthly or other periodic payment.
SIM: a card or other device which shall for the avoidance of doubt include a USIM which contains your personal telephone number and which is programmed to allow you to access the Network.
Suspension: the temporary disconnection of Services. "Suspend" has a corresponding meaning.
User: you, or another person named by you, who is authorised to incur Charges to your Account.
2. your Contract and the Minimum Term
your Contract runs for at least the Minimum Term
2.1 For each Device you own, your Contract starts on the date of Registration and will continue for the Minimum Term and thereafter You have limited rights to terminate your Contract during the Minimum Term as described in Section 4.
what happens when the minimum term ends
2.2 After the Minimum Term ends, we will continue to supply you with Services as normal until your Contract is terminated in any of the ways described in Section 4.
3. provision of Services
what we aim to provide in the UK
3.1 We will take all reasonable steps to make the Services available to you at all times. The Services are only available within the range of the base stations that make up our Network. We cannot guarantee a continuous fault free service. Please note that:
3.1.1 the quality and availability of Services may sometimes be affected by factors outside our control - such as local physical obstructions, atmospheric conditions, other causes of radio interference, features or functionality of your Device, the number of people trying to use the network at the same time, and faults in other telecommunication networks to which the Network is connected
3.1.2 the quality of our Services may not be at its best inside buildings or below ground
3.2 When you move outside the Orange enhanced service area this may result in:
3.2.1 the call being terminated if you are on a video call
3.2.2 the speeds at which data is downloaded being affected.
3.3 Any coverage maps are our best estimate but not a guarantee of service coverage which may vary from place to place.
Services may sometimes be affected by maintenance and upgrading
3.4 The Network and the Services may from time to time require upgrading, modification, maintenance or other works. These may result in some or all of the Services becoming temporarily unavailable. In such cases, we'll do everything we can to keep the period of non-availability to a minimum. However, some interruption may be inevitable.
suspension of Services
3.5 We may suspend some or all of the Services you use, without giving you notice if:
3.5.1 we have good reason to believe that you haven't complied with one or more of the terms of your Contract
3.5.2 you don't pay your bill within the time stipulated in Condition 6.2; we reserve the right to place a Bar on some or all of the Services from your Device (with the exception of calls to the emergency services). This Bar will remain in force until you've paid everything you owe us. At our discretion, we may charge you for Reconnection and removal of the Bar
3.5.3 we also reserve the right to Suspend Services if a complaint has been made against you. The complaint will be thoroughly investigated, and Services will remain suspended until we know the results of that investigation. Any complaint you make will similarly be thoroughly investigated
3.5.4 we have good reason to believe that your mobile phone number is being used for fraudulent or improper purposes
3.5.5 we suspect on reasonable grounds that information has been supplied to us without the knowledge of the person named or that an application is unauthorised or contains false particulars
3.5.6 you notify us that your Device has been lost or stolen
3.5.7 we are required by the emergency services or other government authorities to suspend your Services.
3.6 You will remain liable for all monthly or other periodic Charges during any period of Suspension.
suspension of Orange Additional Services
3.7 We reserve the right to change, suspend or withdraw part or all of any Orange Additional Service on giving reasonable notice.
monitoring the Services you use
3.8 For the purposes of good management and security and to make sure we follow your instructions correctly and to improve our service to you through training of our staff, or to monitor instances of unsolicited messages we may monitor or record communications. Where we have good reason to believe such communication is unsolicited you agree we may but are not obliged to block such communication.
roaming Services outside the UK
3.9 Roaming relies on the telecommunications systems of foreign networks, over which we have no control. We cannot therefore offer any guarantees about Roaming services.
3.10 If you use Services from a country outside the UK your use of the Services may be subject to different laws and regulations that apply in that other country. Orange is not liable for your failure to comply with those laws or regulations
Storage and transmission of information on our Network
3.11 We may establish limits concerning the use of the Services for example the maximum size of an email message that may be sent or received, the maximum capacity allocated to you for storage of Content on the Network which you access via the Services.
3.12 You agree that Orange has no responsibility for the deletion, corruption or failure to store any Content maintained or transmitted by the Network.
3.13 Whilst Orange has no responsibility to monitor the use of the Services if you exceed the use limits we reserve the right to refuse to store or send Content on your behalf.
Access to the Services and Content
3.14 Under no circumstances will Orange or any of the other parties involved in the provision of Orange Content, be liable for any losses, damages, costs or expenses arising from or in any way connected with any errors, defects, interruptions, malfunctions or delays in Content or the provision of Content. Orange agrees to rectify any such problems in the Content which are notified to Orange as soon as Orange reasonably can. If you do notice a fault or error in the Content, please notify the fault to Orange.
3.15 Orange accepts no liability for the, loss, late receipt or non-readability of any download, transmission, or other communications. The Content, which is obtained from a large range of sources, is supplied to You on an "as is" basis and Orange does not warrant that the Content is of satisfactory quality, fit for a particular purpose, suitable, reliable, accurate, complete, secure or is free from error.
Access to the third party services and the internet
3.16 We have no control over the value or quality of goods, services or Content offered by third parties on or through the Services. As a result we cannot be responsible or liable in any way for and do not endorse, any of these goods, services or Content.
3.17 The Services may be used by you to access websites and networks worldwide. Orange accepts no responsibility for the Content or services in respect of these and you agree to conform with the instructions issued by those websites and networks relating to your use of those services.
3.18 If you use your Device to access the internet or third party services as it may not be a secure environment unwanted programs or material or viruses may be downloaded to your Device without your knowledge which may give unauthorised access to, or damage your Device and the information stored on it. Orange is not liable or responsible in any way for such unauthorised access, damage to or loss of information on your Device.
Age Restricted Services
3.19 You are not permitted to access our Age Restricted Services (if any) if you are below the age specified to access the Services. If you are allowed to access the Age Restricted Services by virtue of the fact you are the specified age or older you must not show or send Content from the Age Restricted Services to anyone below the specified age. If you let anyone under the specified age use your Device you must ensure you deactivate access to the Age Restricted Services.
Credit Limits
3.20 We may set monthly credit limits for Charges. We may (but do not have to) Suspend some or all of our Services if you go over a credit limit. You should not use a credit limit for budgeting because the amount you owe is not capped or limited by any credit limit we set.
4. your rights to terminate this Contract
terminating your Contract after the Minimum Term
4.1 You may terminate your Contract to expire at anytime after the Minimum Term by giving us at least one month's notice. You are free to restore your Contract throughout this notice period, should you change your mind.
terminating your Contract during the Minimum Term
4.2 You may terminate your Contract before the Minimum Term has expired if you pay us:
4.2.1 all Charges that are due, plus
4.2.2 a lump sum equivalent to the total of all the monthly or other periodic Charges still remaining on your initial Minimum Term agreement (except in the circumstances set out in Conditions 4.3 and 15.1).
terminating your Contract because Orange has changed its terms
4.3 You may also terminate your Contract if we vary its terms, resulting in an excessive increase in the Charges or changes that alter your rights under this Contract to your detriment. In such cases you would need to give us at least 14 days written notice prior to your Billing Date (and within one month of us telling you about the changes). However this option does not apply if:
4.3.1 we have increased the Charges by an amount equal to or less than the percentage increase in the All Items Index of Retail Prices published by the Central Statistical Office in the Monthly Digest of Statistics in any 12 month period; or
4.3.2 the variations we have made have been imposed on us as a direct result of new legislation, statutory instrument, government regulation or licence; or
4.3.4 the variation relates solely to an Orange Additional Service, in which case you may cancel that Orange Additional Service in accordance with Condition 15.1.
terminating your contract because Orange is no longer able to provide access to the Network
4.4 If, for reasons beyond our control, we are no longer able to provide Network Services, we will at our discretion either:
4.4.1 make arrangements for you to be supplied with equivalent Services by another network at no extra cost to you, or
4.4.2 accept written notice from you that you wish to terminate your Contract. In such cases we will refund any pre-paid Charges that have not been used up.
termination of your Contract by Orange
4.5 We may terminate your Contract immediately at any time in respect of any or all the Devices owned by you, in whole or in part, by giving you written notice if:
4.5.1 you fail to pass any credit assessments which we may reasonably consider to be necessary from time to time
4.5.2 you fail to pay any of your bills from Orange on time
4.5.3 we have good reason for believing that any information you have given us is false or misleading
4.5.4 you become insolvent within the meaning of Section 123 of the Insolvency Act 1986, or bankrupt, or make any arrangement with creditors or go into liquidation or become subject to an administration order or a receiver is appointed over any of your assets or if we have good reason for believing that you are unable to pay the Charges
4.5.5 in addition, we may terminate your Contract at any time after the Minimum Term has expired by giving you at least one month's written notice.
termination of your contract by Orange without written notice
4.6 We reserve the right to terminate your contract immediately at any time in respect of any or all of the Devices owned by you, in whole or in part without notice to you if
4.6.1 we have good reason for believing that you have breached Conditions 6.4.2, 6.4.3, 6.4.4 or 6.4.5, 6.4.8, 6.4.9, 6.4.10, 6.4.11 or
4.6.2 you haven't complied with one or more of the terms of your Contract and do not correct the breach within 7 days of being asked by us in writing to do so.
termination and Line Two
4.7 Termination of your Contract for any reason connected with Line One will result in automatic termination of Line Two.
5. effect of Termination of the Agreement
5.1 When this Agreement is terminated, your Device will be Disconnected and you will no longer be able to use the Services.
what to do after Termination of your Contract
5.2 Termination of your Contract is subject to you paying us any money you owe us and us paying you any money we owe you. After termination, it is your responsibility to cancel any direct debits, standing orders, credit card mandates or other authorisations you may have given for periodic payments to be made to us by third parties.
6. your responsibilities
when your payments are due
6.1 Ordinarily we will invoice you monthly in advance for monthly charges which are non-refundable and monthly in arrears for call and message charges but we reserve the right to amend the invoicing period and submit interim invoices to you. The Connection charge will be included on your first invoice. Charges in respect of Services not supplied directly by us e.g. Roaming may be invoiced several months in arrears. VAT will be added to all invoices at the relevant rate where applicable. Payment is due when you receive your invoice.
6.1.1 you will be responsible for paying all Charges on your Account, whether or not they have been accrued by you personally. You will also be responsible for any extraordinary costs incurred in administering your Account, including collecting any payments. If your Service has been Disconnected, either at your request or ours, you will remain responsible for paying any outstanding Charges
6.1.2 you must make your payment when you receive your invoice and by one of the payment methods stated on your invoice subject to clause 6.3. However we may also submit an interim bill or require an immediate payment if we think you have exceeded a reasonable limit on your Account.
penalties for overdue payments
6.2 If payment is not made within 14 days of its due date, we may charge interest on all sums outstanding at the rate of 2% above the base rate of National Westminster Bank. This interest will be charged on a per annum basis calculated daily.
payment methods
6.3 Ordinarily we will accept payment of Charges by credit card, debit card, cheque, direct debit and electronic transfer, but we reserve the right to refuse any payment method if we have reasonable cause to believe such payment will be dishonoured.
6.3.1 we reserve the right to charge an administration fee each month for payments not made by direct debit
6.3.2 we may arrange for invoices to be issued by a third party on our behalf. Invoices issued by such third party shall be binding on you and payment of such invoices in full to the third party will be a valid discharge of your liability to pay such invoices under this Agreement.
things that you agree to do
6.4 Recognising that good management and security of the Services is important to all Orange customers, you agree that you will:
6.4.1 provide whatever proofs of your identity and address that we consider reasonably necessary from time to time. Whilst photocopy or fax copies are usually acceptable we do reserve the right to request the original document
6.4.2 keep confidential, and not disclose to any third party, your Account password or any personal identification code, number or name issued by us permitting access to the Services
6.4.3 not use the Services for any improper, immoral, fraudulent or unlawful purposes or for the sending of any communication or storing any data which is of an offensive, abusive, indecent, obscene or menacing nature
6.4.4 not cause, nor knowingly allow others to cause, any nuisance, annoyance or inconvenience, whether to us or to any of our customers, by any means including the use of the Network for persistently sending unsolicited communications without reasonable cause
6.4.5 not act in a way, whether knowingly or otherwise, which will impair the operation of the Network or any part of it, or put it in jeopardy
6.4.6 use only Devices and Accessories approved for use with the Network, and comply with all relevant legislation or regulation relating to their use
6.4.7 comply with any reasonable instructions issued by us which concern your use of the Services, and co-operate with us in our reasonable security and other checks (which may include us making phone calls to you)
6.4.8 not send or upload anything that is copyright protected (unless you have permission) or which in any way breaches the intellectual property rights of any third party
6.4.9 not copy, modify, store, forward, publish or distribute the Services or their Content without our express permission
6.4.10 only use Content for your own personal use and not for any commercial purposes or distribute it commercially
6.4.11 not to re-sell, re-supply or otherwise distribute the Services or Devices without the prior written agreement of Orange
6.4.12 not circumvent the Age Restricted Service mechanisms.
7. multiple users
7.1 Where there are one or more Users other than you under your Contract, you remain responsible:
7.1.1 for ensuring the Services are used in accordance with this Contract and
7.1.2 for all Charges incurred to your Account by those Users.
8. Line Two - limitations on usage
Suspension of Services
8.1 If we Suspend Services on Line One, Services on Line Two will automatically be Suspended also.
electronic messages
8.2 It is not possible to send electronic messages on Line Two this shall include but not be limited to, text, video and multi media messages.
Service Plan
8.3 You may not have a higher Service Plan on Line Two than you have on Line One.
9. information supplied by you
the details you give us must be correct
9.1 By applying for Registration or for Orange Additional Services, you undertake to provide your correct name, address and other factual information. You also confirm that:
9.1.1 the person stated to be authorised to sign for a company or firm is duly authorised
9.1.2 any individual applying as a member of a company is of full contractual capacity and is able both to pay for the Services he or she has requested and to meet his or her other obligations under your Contract
9.1.3 You must also tell us if your details change.
what happens if we suspect the details you give us aren't correct
9.2 If we suspect, on reasonable grounds, that information has been supplied to us without the knowledge of the person named, or that an application is unauthorised or contains false particulars, we may delay Connection or Suspend Services to your Device while we investigate further. Following our investigation, we will Connect or reinstate the Services unless we have grounds to terminate. You acknowledge that you will have no claim against us in respect of any delay or Disconnection caused as a result of the operation of this Condition.
10. credit assessments
your application is subject to credit status
10.1 All applications for Registration and Orange Additional Services are subject to credit assessment before we can connect you to the Network. In considering your application we will search the following records about you and others (see 10.2 below):
10.1.1 Our own; and
10.1.2 those of licensed credit reference agencies (CRAs). When CRAs receive a search from us they will place a search footprint on you credit file that may be seen by other people searching your credit file. The CRAs supply to us both public (including the electoral register) and shared credit and fraud prevention information; and
10.1.3 those at fraud prevention agencies (FPAs).
10.2 We will use credit scoring and or other automated decision making systems when assessing your application. If our assessment of you does not meet our normal requirements we reserve the right to decline to Connect you or to supply Orange Additional Services or to decide an appropriate credit limit on your Account. Alternatively, we may ask you to lodge a Deposit with us before we Connect you. If you believe our assessment of you is incorrect, we will review your eligibility. However, we cannot accept responsibility for the accuracy of information provided by CRAs. Nor can we accept any liability for the consequences of our declining to Connect you.
10.2 We will also check your details with FPAs for the purposes of verifying identities to prevent and detect crime and money laundering. We may also make periodic searches at CRAs and FPAs to manage your Account with us.
10.3 If you are making a joint application or tell us that you have a spouse or financial associate, we will link your records together so you must be sure that you have their agreement to disclose information about them. CRAs also link your records together and these links will remain on you and their files until such time as you or your partner successfully files for disassociation with the CRAs to break the link.
10.4 Information on your application will be sent to CRAs and will be recorded by them. We may also disclose details of how you conduct your Account to such agencies. If you do not pay any balance on your Account when due CRAs will record the outstanding debt. This information may be supplied to other organizations by CRAs to perform similar checks and to trace your whereabouts and recover debts that you owe. Records remain on file for 6 years after they are closed, whether settled by you or defaulted.
10.5 If you give us false or inaccurate information and we suspect or identify fraud we will record this and may also pass this information to FPAs. Law enforcement agencies may access and use this information.
10.6 We and other organizations may also access and use this information to prevent fraud and money laundering, for example when:
10.6.1 checking details on applications for credit and credit related or other facilities;
10.6.2 managing credit and credit related accounts or facilities;
10.6.3 recovering debt;
10.6.4 checking details on proposals and claims for all types of insurance;
10.6.5 checking details of job applicants and employees.
10.7 We and other organizations may access and use from other countries the information recorded by FPAs.
10.8 If you do not pay any sums due on your Account we will trace your whereabouts and recover debts.
10.9 Your data may also be used for other purposes for which you give your specific permission or, in very limited circumstances, when required by law or where permitted under the Data Protection Act 1998.
10.10 If you would like to receive details of the relevant FPAs and CRAs please contact us at Credit Referral, Orange PCS, Top Floor Global House, Senhouse Road, Darlington, Co Durham DL1 4YB or by calling 170 from your handset or 01613800883. You can also contact the CRAs and FPAs directly.
10.11 If you would like to read the full details of how your data may be used please visit our website at www.orange.co.uk or phone 07973 100 150 to request a copy of our policy.
11. deposits
deposits are held for 12 months
11.1 We may request a Deposit from you:
- before Connection
- before making Orange Additional Services available to you, or
- before reinstating the Services after Suspension.
- if you fail to pass any credit assessments which we reasonably consider to be necessary from time to time
11.2 Deposits will be held for 12 months from the date of receipt and then refunded upon request. We do not pay interest on Deposits. If you owe us money, we may set off Deposits against the amount due to us. If there is a balance left over in such cases, we will remit this to you or credit your Account.
12. SIM Card
it's your responsibility to keep your SIM Card safe
12.1 Any SIM Card we supply to you remains our property, but it is your responsibility to keep it safe. SIM Cards are easily damaged and should be handled with care. We will replace free of charge any SIM Card found to be defective through faulty design or workmanship. In any other circumstances, however, we may charge for replacing it. We reserve the right to recall any SIM Card from you at any time to enhance or maintain the quality of the Services.
what to do if your SIM Card is lost, stolen or damaged
12.2 You must inform us immediately if the SIM Card supplied to you is lost, stolen or damaged. You will remain liable for all Charges incurred until you do so. We will send you a replacement SIM Card as soon as reasonably practicable, but we reserve the right to charge you for doing so.
your SIM Card and other networks
12.3 The SIM Card supplied with your Device enables the Device to work on our Network only with the exception of Devices which can access Roaming Services. However, after the Minimum Term we will lift this restriction at your request, provided all your payments of Charges are up to date and you pay the current administration charge. The software in the SIM Card and the Device is either owned by or licensed to Orange which grants you a non-exclusive licence to use it for accessing the Services for the duration of your Contract and not otherwise.
13. Caller id
what to do if you want your number to remain private
13.1 Our Network will allow the display of your Orange number on receiving Devices. If you prefer not to allow this, please let us know in writing. Your mobile phone number and the approximate location of your Device will always be sent if calling the emergency services.
14. Devices
your Device is not a part of your Contract
14.1 Your Device and Accessories are acquired by you outside the terms of your Contract.
15. changes to your Contract
we reserve the right to make changes to your Contract
15.1 When you Register you are asked to choose a Service Plan and to indicate which Orange Additional Services you require. You may switch to a higher Service Plan at any time. You may switch once only to the next lowest Service Plan after one half of your Minimum Term has expired, unless otherwise stated. You must read the rules of your chosen Service Plan as they may restrict your right to change Service Plans during your Minimum Term. In the event you do switch Service Plan and add to or cancel Orange Additional Services you must give us not less than 10 days notice before your Billing Date (subject to the terms of any promotional offers you have accepted). We do, however, reserve the right to vary the terms of this Contract from time to time and to make changes to your Service Plan. We acknowledge that if we do increase the Charges, withdraw Orange Additional Services or introduce new mandatory Charges - or if your contractual rights are affected to your detriment - you may terminate your Contract in accordance with Condition 4.3. If you do not give notice within one month of our notifying you of any change(s), you will be taken to have accepted the change(s).
15.2 In exceptional circumstances a government authority may require the reallocation or change of phone numbers in which case we may have to change your mobile phone number for the Services
new services
15.3 We are continuously enhancing our existing Services as well as adding new services, particularly Orange Additional Services. Charges for, and any special terms and conditions attached to Orange Additional Services will be notified in Customer Communication. The terms of your Contract, including Charges current on the date when you take up the offer of any Orange Additional Service, will apply to it, subject to any special promotional offer made by us and accepted by you.
16. Customer Communication
please read all the information we send you
16.1 We update our Customer Communication from time to time. Information on various topics is mailed to Customers with their monthly billing statements and is available on request from us. You are asked to read your Customer Communications and to keep those which are mailed to you until they are superseded. We regard you as having been given any information if it is either:
- included in a mailing addressed to you
- by voicemail, email text or other form of electronic message sent by us to your Device
- communicated directly by any means.
17. assignment of Contract and change of ownership of Device
your Contract is personal to you
17.1 Your Contract is personal to you and you may not assign it. However, we may at our discretion (not to be unreasonably withheld) allow you to:
- nominate a User other than yourself while you remain primarily liable to us under your Contract
- terminate your Contract on short notice if you have transferred title to your Device to a new customer who has Connected the Device to our Network.
17.2 We may assign our rights to your Contract only if such assignment is on terms which are at least as advantageous to you as those set out in your Contract.
18. liability
circumstances in which neither of us accepts liability
18.1 Except as provided in this Condition 18, neither party shall be liable to the other, whether in contract or tort nor otherwise, for any loss or damage which is:
- not the fault of the other party
- indirect and/or not reasonably foreseeable
- loss of business, profits, savings, revenue, use or goodwill, or for any loss or corruption of data whether caused to the other party through any breach of your Contract or any matters arising under it. Neither party excludes liability for negligent acts or omissions causing death or personal injury to any person.
maximum liability of Orange
18.2 Subject to Condition 18.1, we limit our legal liability up to a maximum of three thousand pounds per claim or a series of related claims for any loss or damage which is:
- direct financial loss
- direct physical damage to or loss of property resulting from our breach of contract or negligence while providing Services.
factors beyond our control
18.3 We will not be liable to you if we are unable to perform an obligation or provide the Services to you because of any factor outside our control, including but not limited to Acts of God, industrial action, default or failure of a third party, war, terrorist act, governmental action, or by any act or decision made by a court of competent jurisdiction.
your maximum liability
18.4 Subject to Condition 18.1, your liability is limited to payment of all outstanding Charges due in accordance with the provisions of your Contract.
19. general
changes to your Contract
19.1 Subject to Condition 15, your Contract may be varied or amended only by the express mutual agreement of both parties. A party seeking to rely on such variation or amendment must produce evidence of the other party's agreement to it.
disclosure of information to third parties
19.2 You agree to the disclosure to any telecommunications company, debt collection agency, credit reference agency, credit or fraud monitoring scheme, security agency or credit provider of:
- any information relating to your Contract, including your personal financial information and details of how you have performed in meeting your obligations under your Contract
- any disclosure as may be within our Data Protection Act registration
- any disclosure required as a result of an order of any court of competent jurisdiction or by statutory authority.
Your information
19.3 Orange or its Group companies will use your information which you provide to us together with other information for administration, marketing, credit scoring, customer services, tracking your Device and web use preferences, and profiling your purchasing preferences. We will disclose your information to our service providers and agents to help us with these purposes. We will keep your information for a reasonable period after your contract with us has finished in case you decide to use our Services again and may contact you about our Services during this time.
19.4 By registering your Device on the Network you consent to us sharing your information with other companies in the Group and companies outside the Group who are our business partners. They or we may contact you by mail, telephone, electronic messaging services, fax or email to let you know about any goods, services or promotions which may be of interest to you. Please call customer services if you do not wish to receive such information from us, or if you do not wish to receive information from our business partners, but remember that this will preclude you from receiving any of our special offers or promotions or those of our business partners.
19.5 By registering your Device on the Network you consent to our transferring your information to countries which do not provide the same level of data protection as the UK if necessary for providing you services you require. If we do make such a transfer, we will put a contract in place to ensure your information is protected.
19.6 You have a right to ask for a copy of your information (for which we charge a small fee) and to correct any inaccuracies.
19.7 When you give us information about another person you confirm that they have appointed you to act for them, to consent to the processing of their personal data, and to the transfer of their information abroad and to receive on their behalf any data protection notices.
19.8 For details of the Orange and its Group of Companies please visit our website.
delivering communications to you
19.9 All notices to be served in accordance with your Contract must be served by post or facsimile. We can in addition serve notice to you by voicemail, email text or other form of electronic message. They will be deemed served 48 hours after they are sent, or on earlier proof of delivery. All invoices and notices served by post will be sent to the address given by you on Registration unless you notify us of a change to this address. Any waiver, concession or extra time we may allow you is limited to the specific circumstances in which it is given and does not affect our rights in any other way.
disputes between you and us
19.10 You may request that disputes between you and us are referred to arbitration under our Code of Practice for Consumer Affairs. We will supply a copy of our Code of Practice for Consumer Affairs to you on request.
miscellaneous
19.11 If either party delays or does not take action to enforce their rights under the contract this does not prevent either party from taking action later.
19.12 If any of the terms in this contract are not valid or legally enforceable the other terms will not be affected. We may replace any term that is not legally effective with a similar term that is.
Orange company details
19.13 Our Company Registration Number is 2178917 and our Registered Office is at St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol, BS32 4QJ.
governing law
19.14 Your Contract is to be interpreted in accordance with the Laws of England and Wales.
hideSmall Business
- All prices exclude VAT. Bundles do not include voice. Bundles must be attached to a compatible business voice service plan. Bundles and pricing are for 3G/GPRS data usage within the UK only and do not include WiFi.
- Unless otherwise stated or agreed between us, bundles can be added, removed or changed month on month.
- Unused data allowance will rollover for 1 month except for the 2048MB bundle. Rolled over allowances will be used first.
- If your voice service plan includes any data allowance, then that allowance will be used before your data bundle.
- Shared bundles are subject to a maximum number of sharers, being the lower of the limit stated for your chosen bundle or the limit stated on the voice service plan to which your data bundle attaches. Shared data bundles are attached to the voice service plan leader and, accordingly, all data sharers must be sharers on the same voiced service pan.
- Bundles cannot be used with Orange’s BlackBerry Internet Service. Orange reserves the right to introduce other exclusions from time to time.
- Network terms: Service is subject to Orange’s Standard Network Terms & Conditions for the Supply of Orange Network Services” which are stated (as appropriate) in:
- Your Customer Information Form, Business/Small Business CIF, OBSCA, OBSMA; or
- The pay monthly Standard Terms & Conditions for the Supply of Orange Network Services, a copy of which can be found at the back of your Orange phone user guide and at http://www.orange.co.uk/terms
- Where there is an inconsistency between these Orange terms and conditions and the Standard Network Terms & Conditions for the Supply of Orange Network Services, the latter will prevail.
- Orange reserves the right to replace or amend these terms and conditions or to withdraw the bundles at any time without notice.
- The following promotion (the "Promotion") is available to business customers ("You"):
- for new connections;
- for existing connections that have completed their required minimum connection or contract period;
- for existing connections that are within their minimum connection or contract period that meet the conditions of clause 4;
* If You have sharers additional charges apply. Please click here for the standard sharer fees. No discounts apply to sharer fees under this Promotion.Single subscribers - 12 and 24 month minimum connection period
Leaders - 12 and 24 month minimum connection periodService plan Monthly line rental charge for first half of minimum connection period Monthly line rental charge for second half of minimum connection period Business Plus 120 £11 £22 Business Plus 200 £13 £26 Business Plus 400 £21.50 £43 Business Plus 700 £30 £60 Business Plus 1000 £40 £80 Business Plus 2000 £80 £160 Business Plus 5000 £190 £380 Business Plus 7500 £280 £560 Business Plus 10000 £370 £740 Business Plus 18000 £660 £1,319 Business Plus 25000 £918 £1,835 Business Plus 35000 £1,276 £2,552 Business Plus 50000 £1,818 £3,635 - If You sign up to a 12 month minimum connection period, You will receive half price line rental for the first 6 months. If You sign up to a 24 month minimum connection period, You will receive half price line rental for the first 12 months.
- If You sign up to a 24 month minimum connection period you will receive a further 7.5% discount for 24 months on the monthly line rental fee.
- Eligibility for the Promotion for existing connections that are within their minimum connection or contract period:
- If your current contract with Orange is the "Customer Information Form - Business"/Small Business CIF:
Single subscription business customers and leaders in the last 3 months of their existing minimum connection period may take up the Promotion if they either:- Enter a further 12 month contract on a Business Plus service plan without upgrading their device,
or - Upgrade their device and enter a minimum of an 18 month contract on a Business Plus service plan.
- Enter a further 12 month contract on a Business Plus service plan without upgrading their device,
- If your current contract with Orange is the "Orange Business Solutions Customer Agreement (OBSCA)" or the "Orange Business Solutions Master Agreement (OBSMA)":
You may be entitled to the Promotion if Orange agrees to a variation of your current Agreement - please contact your account manager to discuss.
- If your current contract with Orange is the "Customer Information Form - Business"/Small Business CIF:
- Connection is subject to status and a minimum 12 month contract. This Promotion cannot be used in conjunction with any other Orange offer and/or promotion.
- This Promotion is not available to non-business customers. Proof of eligibility may be requested.
- You can move up to a higher Business Plus Service Plan during your minimum connection period and retain the Promotion. However, You will no longer be eligible for this Promotion if:
- You are disconnected from the network
- If there is any change to Your Service Plan so that you are no longer on Business Plus
- There is any change to the length of your minimum connection period
- All amounts are exclusive of VAT.
- No cash alternative is offered.
- Service is subject to Orange's standard network terms for the supply of Orange network services which are stated (as appropriate) in your "Customer Information Form - Business"/Small Business CIF, OBSCA or OBSMA. Those standard network terms will prevail over these Promotion terms if there is any conflict.
- Orange reserves the right to vary or amend the Promotion at any time on reasonable notice.
- This Promotion is made by Orange Personal Communications Services Limited of St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol BS32 4QJ.
- The Business Everywhere tariffs are available to all business customers.
- Connection is subject to business status and a 12 month minimum contract.
- Existing business customers ("Existing Customers") will benefit from a Package where they satisfy these terms and the Our Customers First Terms and Conditions, a copy of which is available at http://shop.orange.co.uk/shop/terms
- Business is classified as a customer who can provide the following:
- For limited companies we require the company registration number and the VAT number.
- For charities we require the charity number.
- For all other businesses we require a copy of a business chequebook, plus an invoice on company headed paper or a business utility bill.
- If You are in month 6 of Your contract You are eligible to move down one tariff or move up to any of the higher flexible data tariffs (see below tariff table)
- If You are in the last 3 months of Your contract You are eligible to move up or down to any of the flexible data tariffs (see below tariff table)
- If You are on an old MOC tariffs You are eligible to move to any of the new flexible data tariffs of a higher value at any time in your contract (see below tariff table)
- Business Everywhere Tariffs:
Product Usage 1 2 3 4 5 6 SoHo ppMB UK 3G/GPRS £0.98p £0.26p £0.17p £0.13p £0.09p £0.08p £0.08p £4.5p ppMB Roaming 3G/GPRS £6.36 £6.36 £6.21 £5.87 £5.63 £5.63 £5.38 £5.63 Ppmin UK WLAN £0.09p £0.08p £0.08p £0.08p £0.07p £0.07p £0.07p £0.07p Ppmin Roaming WLAN £0.13p £0.12p £0.11p £0.11p £0.10p £0.10p £0.09p £0.10p Associated cash bundle NONE £19.57 £34.26 £63.62 £88.09 £166.38 £391.49 £44.04 Minimum connections 1 1 1 1 1 1 2 1 Maximum connections N/A 50 50 100 100 150 150 1 Sharer fee N/A £12 £12 £12 £12 £12 £12 N/A Product description Flexible Data Usage Flexible Data 20 Flexible Data 35 Flexible Data 65 Flexible Data 90 Flexible Data 170 Flexible Data 400 Flexible Data 45 - Flexible data 45 is only available to single subscriber customers.
- Flexible data tariffs do not include SMS messages - these will be charged at standard rates.
- 3G roaming and GPRS roaming is subject to connection to foreign networks and cannot be guaranteed.
- All prices include VAT.
- If You sign a 24 month contract You will receive a further 7.5% discount for 24 months on the monthly access fee
- If you sign a 36 month contract You will receive a further 15% discount for 36 months on the monthly access fee
- Service is subject to the Standard Terms and Conditions for the Supply of Orange Network Services, a copy of which can be found at the back of Your Orange phone User Guide, on the Orange website http://www.orange.co.uk/terms.html#2 or can be provided to You on request. Where there is any inconsistency between these terms and conditions and the Standard Terms and Conditions for the Supply of Orange Network Services, the latter will prevail.
- Orange reserves the right to vary or amend the Promotion at any time on reasonable notice.
- This Promotion is made by Orange Personal Communications Services Limited of St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol BS32 4QJ.
- 25% discount on your sharer fees
- The following Promotion is available to new connections by business customers to an Orange Business Everywhere service plan; existing business customers on an old MOC service plan in the last 3 months of their contract ("You") signing up to the Business Everywhere service plans between 15th June 2006 and 30th September 2006 inclusive:
Current sharer fee £12.00 6 month 25% sharer fee discount (12 month contract) £9.00 9 month 25% sharer fee discount (18 month contract) £9.00 12 month 25% sharer fee discount (24 month contracts) £9.00 18 month 25% sharer fee discount (36 month contracts) £9.00
- The following Promotion is available to new connections by business customers to an Orange Business Everywhere service plan; existing business customers on an old MOC service plan in the last 3 months of their contract ("You") signing up to the Business Everywhere service plans between 15th June 2006 and 30th September 2006 inclusive:
- These terms and conditions apply to all customers on an Business Solo Service Plan. Business Solo is available to Business customers connecting on line 1 only.
- Business Solo pricing is described at www.orange.co.uk/business/solo. Any benefit or offer included within your Business Solo Service Plan will end if your use of that Service Plan ends.
- Connection is subject to status and an 18 or 24 month minimum connection period (or such longer minimum connection period) as stated in your agreement with Orange.
- Resigning (or upgrading): The following rules apply when resigning or upgrading to Business Solo during your minimum connection period:
- If your current contract with Orange is an OBSCA or OBSMA, then you can only re-sign or upgrade in accordance with the terms of that agreement;
- If your contract with Orange is not an OBSCA or OBSMA, you can resign or upgrade in the final 3 months of your current Minimum Connection Period contract but the remaining duration of your current Minimum Connection Period will be added to your new Minimum Connection Period.
- Migration: The following rules apply to changes to your Business Solo Service Plan during your minimum connection period:
- you can move to a higher Service Plan at any time;
- If your contract with Orange is an OBSCA or OBSMA, then downward changes to your Service Plan are governed by the terms set out in your agreement;
- If your contract with Orange is not an OBSCA or OBSMA, then regardless of anything in the Standard Network Terms and Conditions for the Supply of Orange Network Services which states otherwise (a) you may only change down one Service Plan step and on one occasion; and (b) that one step down can only occur after half the minimum connection period contracted for that Service Plan has expired. For example, if you contracted to Business Solo 40 on a 2 year contract, you can only change to Business Solo 35 and only after you have used Business Solo 40 for at least 12 months.
- Voice:
- Your Anytime Any Network Minutes include UK calls to Orange phones, UK landlines beginning with 01/02/03, other UK mobile networks and Orange answerphone. Calls to 08 and 09 numbers, 07 call-forwarding services and any calls made whilst Roaming are not included and are charged at prevailing rates - see price guide for details. Inclusive voice minutes that you do not use will rollover for one month. Inclusive minutes are used before minutes that have rolled over from the previous month. Orange magic numbers does not apply.
- Service plans that include international calling: you can use your inclusive minutes to make calls from Orange in the UK to standard landline and mobiles numbers in the current list of specified countries specified at www.orange.co.uk/business/iddinbundle (Orange may change this list from time to time). Out of bundle calls and calls to countries not specified will be charged at Orange standard international rates.
- Service plans that include roaming minutes (outbound or inbound as appropriate): you can use outbound roaming minutes to make calls to standard mobiles and landlines numbers from Orange roaming Zones 1 and 2 to Zones 1, 2 and the UK; you can use inbound roaming minutes to receive calls in Orange roaming Zones 1 and 2. Orange roaming Zones are set out at www.orange.co.uk/business/zones (Orange may change these from time to time). Out of bundle calls and calls to Zones not specified will be charged at Orange standard roaming rates.
- Text: Any text allowance is for standard person to person text messages sent within the UK. Inclusive texts that you do not use will rollover for one month. Inclusive texts are used before texts that have rolled over from the previous month. Out of bundle texts will be charged at your Service Plan rate.
- Sharing: you cannot add any sharers to Business Solo.
- Orange Business Additions:
- Care: Where Service Plans include Orange Care, Orange Care is included for your minimum connection period and is then chargeable if you wish to keep it. Administration fees may apply to claims. Orange Care is subject to the terms and conditions set out at www.orange.co.uk/businesscare.
- Answerphone: Where Service Plans include free calls to answerphone, those calls do not use inclusive minutes if they are made from your Orange mobile phone to your Orange answerphone whilst in the UK. Calls to your answerphone whilst roaming and use of the additional features such as answerphone call return, will be charged at your standard Service Plan rates.
- Itemised billing: Where a Service Plans does not include free itemised billing, this can be requested and will be chargeable. Itemised billing may be provided online.
- Best value mid-contract tariff review: Where the Customer's Service Plan includes this, the Customer may request Orange to conduct the review. This request must be made within 30 days of the contract mid-point (which is when the leader has been connected for half the minimum connection period). Orange will promptly conduct the review and inform the Customer of the results. Orange will make a recommendation, based on a review against the current inclusive Service Plan range and will be limited to a single Service Plan step downwards or unlimited steps upwards, within Business Solo. Orange may, in its discretion, recommend a move to another Service Plan Family (such as Orange Venture).
- Unlimited benefits: where applicable, you can select a benefit from a range of options but where you do not do so, Orange will choose which benefit to apply to your Account. Unless stated otherwise, any unlimited benefits do not include Roaming services or allowances.
- Charges for payments not made by direct debit will be applied as set out in the price guide.
- Network terms: Service is subject to Orange's "Standard Network Terms and Conditions for the Supply of Orange Network Services" which are stated (as appropriate) in:
- your Customer Information Form, Business/Small Business CIF, OBSCA, OBSMA; or
- the pay monthly Standard Terms and Conditions for the Supply of Orange Network Services, a copy of which can be found at the back of your Orange phone user guide and at http://www.orange.co.uk/terms.
- Business is classified as a customer who can provide the following:
- For limited companies, the company registration number and the VAT number;
- For charities, the charity number;
- For all other businesses, a copy of a business chequebook, plus an invoice on company headed paper or a business utility bill.
- Orange reserves the right to replace or amend the Service Plans or these terms and conditions or to withdraw the Service Plans at any time without notice.
- References to Orange in these terms and conditions are to Orange Personal Communications Services Limited whose registered office is at St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol, BS32 4QJ.
Business Solo Offers
- £30 Business Solo Service Plans: unlimited Text* and 1mb data browsing per month whilst in the UK
- £30 Business Solo Service Plans: unlimited Orange to Orange* and 1mb data browsing per month whilst in the UK
- £35 Business Solo Service Plans: unlimited Orange to Orange* OR landline* and 2mb data browsing per month whilst in the UK
- £40 Business Solo Service Plans: unlimited Orange to Orange* OR landline* and 3mb data browsing per month whilst in the UK
- £45 Business Solo Service Plans: unlimited Orange to Orange* OR landline* OR text* and 4mb data browsing per month whilst in the UK
Subject to terms and conditions. *Fair use policies apply
Business Solo offer terms and conditions
- Unlimited landline subject at all times to a fair usage policy of 3,000 minutes each month. Unlimited landline is for calls in the UK to UK landline 01, 02 and 03 numbers only.
- Unlimited text is subject at all times to a fair usage policy of 3,000 texts each month. Unlimited text is for standard person to person texts within the UK only.
- Unlimited Orange to Orange is subject to a fair usage policy of 3,000 minutes each month. Unlimited Orange to Orange means calls made from within the UK to other Orange mobiles within the UK. Calls made whilst roaming are not included. Orange numbers that receive a call whilst roaming would be charged standard roaming rates.
- Calls or texts to 08 and 09 numbers and whilst abroad are not included and will be charged at your standard Service Plan rates.
- Any inclusive data allowance is for UK GPRS data use only. Any inclusive data allowance that you do not use does not roll over.
- Usage above fair use policies will constitute abuse and Orange may monitor usage and withdraw the unlimited use offer from your account, transfer you to a Service Plan more appropriate to your use or Disconnect your Account if the fair usage policy is abused.
- Once an offer is applied to your subscription you will continue to receive it for the life of your contract. If your account is terminated for any reason, or you migrate to a different service plan (including a different option within Business Solo) or take another promotion from Orange, the offers will no longer apply and will be removed.
- These offers cannot be used in conjunction with any other offer except for Orange's Blackberry Internet Service promotion.
- Offers ends 30th June 2008.
- Orange reserves the right to amend or vary these terms and conditions or to withdraw the whole or part of unlimited use or other offers.
Business Solo 200 Free Minutes Terms and Conditions Offer
- The offer entitles you to 200 free minutes per month in addition to the normal bundled minutes. Your inclusive bundled minutes are used before you free minutes. Free minutes do not roll over if not used during the month.
- Once an offer is applied to your subscription you will continue to receive it for the life of your contract. If your account is terminated for any reason, or you migrate to a different service plan (including a different option within Business Solo) or take another offer from Orange, the offer will no longer apply and will be removed.
- This offer is available to new and resigning connections on an 18 or 24 month Business Solo talk plan signed through Orange Retail, Orange Telebusiness, Orange's Online shop or by calling Orange on 345.
- The offer is not available to customers that sign up through any third party retailer or channel partner, or that sign up on an Orange Business Services Customer Agreement (OBSCA).
- Offer ends 30th June 2008.
- This offer can be used in conjunction with the Q208 unlimited landline or unlimited text Solo Offer and Orange's Blackberry Internet Service promotion, but cannot be used in conjunction with any other offer.
- Orange reserves the right to amend or vary these terms and conditions or to withdraw the whole or part of unlimited use or other offers.
- These terms and conditions apply to all customers connecting on an Orange Venture Service Plan. Orange Venture is available to Business customers connecting on line 1 only.
- Orange Venture pricing is described at www.orange.co.uk/business/venture. Any benefit or offer included within your Orange Venture Service Plan will end if your use of that Service Plan ends. Usage outside of that included with your Service Plan will be charged at the relevant then current rate.
- Connection is subject to status and a 12, 18, 24 or 36 month minimum connection period (or such longer minimum connection period) as stated in your agreement with Orange.
- Resigning (or upgrading): The following rules apply when resigning or upgrading to Orange Venture during your minimum connection period:
- If your current contract with Orange is an OBSCA or OBSMA, then you can only re-sign or upgrade in accordance with the terms of that agreement;
- If your contract with Orange is not an OBSCA or OBSMA, you can resign or upgrade in the final 3 months of your current Minimum Connection Period contract but the remaining duration of your current Minimum Connection Period will be added to your new Minimum Connection Period.
- Migration: The following rules apply to changes to your Orange Venture Service Plan during your minimum contracted connection period:
- you can move to a higher Service Plan at any time;
- If your contract with Orange is an OBSCA or OBSMA, then downward changes to your Service Plan are governed by the terms set out in your agreement;
- If your contract with Orange is not an OBSCA or OBSMA, then regardless of anything in your terms and conditions which states otherwise (a) you may only change down one Service Plan step and on one occasion; and (b) that one step down can only occur after half the minimum connection period contracted for that Service Plan has expired. For example, if you contracted to Orange Venture 1650 on a 2 year contract, you can only change to Orange Venture 1100 and only after you have used Orange Venture 1650 for at least 12 months.
- Voice:
- "Your Anytime Any Network Minutes" include UK calls to Orange phones, UK landlines beginning with 01/02/03, other UK mobile networks and Orange answerphone. Calls to 08 and 09 numbers, 07 call-forwarding services and any calls made whilst Roaming are not included and are charged at prevailing rates - see price guide for details. Inclusive voice minutes that you do not use will rollover for one month. Inclusive minutes are used before minutes that have rolled over from the previous month. Orange magic numbers does not apply.
- Service plans that include international calling: you can use your inclusive minutes to make calls from Orange in the UK to standard landline and mobiles numbers in the current list of specified countries specified at www.orange.co.uk/business/iddinbundle (Orange may change this list from time to time). Out of bundle calls and calls to countries not specified will be charged at Orange standard international rates.
- Sharing: A leader on Orange Venture can also have sharers. Each sharer is charged a monthly sharer fee as set out in the pricing information. If the leader of the Service Plan is disconnected for any reason, then Orange may select a sharer to become the new leader. You cannot change a leader during its minimum connection period. The maximum and minimum numbers of sharers on each Orange Venture Service plan are set out in the pricing information.
- Orange Business Additions:
- Care: Where Service Plans include Orange Care, Orange Care is included for your minimum connection period and is then chargeable if you wish to keep it. Administration fees may apply to claims. Orange Care is subject to the terms and conditions set out at www.orange.co.uk/businesscare.
- Answerphone: Where Service Plans include free calls to answerphone, those calls do not use inclusive minutes if they are made from your Orange mobile phone to your Orange answerphone whilst in the UK. Calls to your answerphone whilst roaming and use of the additional features such as answerphone call return, will be charged at your standard Service Plan rates.
- Itemised billing: Where a Service Plans does not include free itemised billing, this can be requested and will be chargeable. Itemised billing may be provided online.
- Best value mid-contract tariff review: Where the Customer's Service Plan includes this, the Customer may request Orange to conduct the review. This request must be made within 30 days of the contract mid-point (which is when the leader has been connected for half the minimum connection period). Orange will promptly conduct the review and inform the Customer of the results. Orange will make a recommendation, based on a review against the current inclusive Service Plan range and will be limited to a single Service Plan step downwards or unlimited steps upwards, within Orange Venture. Orange may, in its discretion, recommend a move to another Service Plan Family (such as Orange Venture).
- Unlimited benefits: where applicable, you can select a benefit or benefits (as applicable) from a range of options but where you do not do so, Orange will choose which benefit to apply to your Account. Unless stated otherwise, any unlimited benefits do not include Roaming services or allowances.
- Unlimited calls between sharers: You won't be charged for calls between users sharing the same plan on your account within the UK (subject to a fair usage policy*) and calls between sharers will not decrement your inclusive minutes.
*Orange operates a fair usage policy for calls between you and the sharers within your talk-share group. Orange reserves the right to monitor call duration and the number of calls made between sharers. If, in Orange's reasonable opinion, your usage and/or your sharers' usage is excessive (excessive use is currently classified as over 5,000 minutes per user per month but this is subject to change), Orange reserves the right to request that you and/or your sharers reduce your usage and, in the event of continued excessive use, to migrate you and/or some or all of your sharers to an alternative Service Plan for the remaining term of your contract.
- Charges for payments not made by direct debit will be applied as set out in the price guide.
- Network terms: Service is subject to Orange's "Standard Network Terms and Conditions for the Supply of Orange Network Services" which are stated (as appropriate) in:
- your Customer Information Form, Business/Small Business CIF, OBSCA, OBSMA; or
- the pay monthly Standard Terms and Conditions for the Supply of Orange Network Services, a copy of which can be found at the back of your Orange phone user guide and at http://www.orange.co.uk/terms.
With the exception of clause 5 above, where there is any inconsistency between these Orange Venture terms and conditions and the Standard Network Terms and Conditions for the Supply of Orange Network Services, the latter will prevail.
- Business is classified as a customer who can provide the following:
- For limited companies, the company registration number and the VAT number;
- For charities, the charity number;
- For all other businesses, a copy of a business chequebook, plus an invoice on company headed paper or a business utility bill.
- Orange reserves the right to replace or amend the Service Plans or these terms and conditions or to withdraw the Service Plans at any time without notice.
- References to Orange in these terms and conditions are to Orange Personal Communications Services Limited whose registered office is at St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol, BS32 4QJ.
Orange Venture Offers for Orange customers
- 12 month contracts: no offers applicable.
- 18 month contracts: get 30% extra offer minutes and one unlimited* benefit.
- 24 month contracts: get 40% extra offer minutes and two unlimited* benefits.
- 36 month contracts: get 50% extra offer minutes and two unlimited* benefits.
Subject to terms and conditions. *Fair use policies apply
Orange Venture Offers terms and conditions
- "Offer Minutes" are those in excess of the standard minutes included in your chosen bundle size. Offer Minutes do not roll over. Standard inclusive minutes in your bundle are used before Offer Minutes.
- Unlimited benefits:
*fair usage policies applyTerm Unlimited* Benefits Available Orange to Orange calls Any network weekend calls Anytime landline calls Any network weekday evening calls 12 months - - - - 18 months (You may choose one benefit shown) Yes Yes - - 24 months (You may choose two benefits shown) Yes Yes Yes Yes 36 months (You may choose two benefits shown) Yes Yes Yes Yes - 'Unlimited Orange to Orange' is subject at all times to a fair usage policy of 3,000 minutes each month where taken as a single User (or 25,000 minutes each month where shared). 'Unlimited Orange to Orange' means calls made within the UK to other Orange mobiles within the UK. Calls made whilst roaming are not included. Orange numbers that receive a call whilst roaming would be charged standard roaming rates.
- 'Unlimited any network weekend calls' is subject at all times to a fair usage policy of 3,000 minutes each month where taken as a single User (or 25,000 minutes each month where shared). 'Unlimited any network weekend calls' are Anytime Any Network Minutes (as defined in the Orange Venture Terms and Conditions) except that they must be used between 19:00hrs Friday and 07:00hrs on Monday and exclude calls to international numbers.
- 'Unlimited landline' is subject at all times to a fair usage policy of 3,000 minutes each month where taken as a single User (or 25,000 minutes each month where shared). 'Unlimited landline' is for calls in the UK to UK landline 01, 02 and 03 numbers only.
- 'Unlimited any network weekday evenings calls' is subject at all times to a fair usage policy of 3,000 minutes each month where taken as a single User (or 25,000 minutes each month where shared). 'Unlimited any network weekday evening calls' are Anytime Any Network Minutes (as defined in the Orange Venture Terms and Conditions) except that they must be used anytime between 19:00hrs and 07:00hrs the next day, Monday to Friday inclusive and exclude calls to international numbers.
- Usage above fair use policies will constitute abuse and Orange may monitor usage and withdraw the unlimited use offer from your account, transfer you to a Service Plan more appropriate to your use or Disconnect your Account if the fair usage policy is abused.
- Once an offer is applied to your subscription you will continue to receive it for the life of your contract. If your account is terminated for any reason, or you migrate to a different service plan (including a different option within Orange Venture) or take another promotion from Orange, the offers will no longer apply and will be removed.
- These offers cannot be used in conjunction with any other offer except for Orange's Blackberry Internet Service promotion.
- Offers end 30th June 2008.
- Orange reserves the right to amend or vary these terms and conditions or to withdraw the whole or part of unlimited use or other offers.
Business Everywhere and Internet Everywhere Service Plans
This document describes the terms and conditions applicable to Business Everywhere and Internet Everywhere Service Plans. Business Everywhere and Internet Everywhere Service Plans give users high speed access to the internet and business applications such as email, via a range of networks.
BUSINESS EVERYWHERE COMMERCIAL OFFERING
Service Plans & Rules
Business Everywhere Service Plans charges for BUSINESS CUSTOMERS & NON–BUSINESS CUSTOMERS are (in addition to other charges):
| Single User Service Plan (excl. VAT) | BEW Daily^^ | BEW Unlimited*** 12, 18 (Only available on a 12 or 18 month contract) |
BEW Unlimited*** 24 (Only available on a 24 month contract) |
BEW Traveller 12, 18, 24 (Only available on a 12, 18 or 24 month contract) |
|
|---|---|---|---|---|---|
| Access Fee per month (unless otherwise stated) | £7 / Day (when used) |
£25 / month | £17 / month | £45 / month | |
| Inclusive UK 3G/GPRS Data | 24 hours^ unlimited UK*** usage |
Unlimited UK*** | Unlimited UK*** | Unlimited UK*** together with 15MB Roaming per month | |
| Inclusive WiFi** per Month | Not Available | 250 mins Band A per month | 250 mins Band A per month | 250 mins per month usable across Band A and Band B | |
| Out of Bundle cost per minute WiFi** | Band A | Not Available | 8p | 8p | 8p |
| Band B | Not Available | 8p | 8p | 8p | |
| Cost per MB Roaming 3G/GPRS | Europe* | £2.55 | £2.55 | £2.55 | £2.55 |
| Rest of the World* | £5.50 | £5.50 | £5.50 | £5.50 | |
| Group Business Customer Service Plans (excl. VAT) | Data 65 | Data 90 | Data 170 | Data 400 | Data 750 | Data 1050 | Data 1300 | |
|---|---|---|---|---|---|---|---|---|
| Monthly Access Fee per Leader Connection | £65 | £90 | £170 | £400 | £750 | £1050 | £1300 | |
| Cost per MB UK 3G/GPRS | 5p | 4.5p | 4.25p | 4p | 3.75p | 3.5p | 3.25p | |
| Cost per MB Roaming 3G/GPRS | £6.00 | £5.75 | £5.75 | £5.50 | £5.50 | £5.50 | £5.50 | |
| Cost per minute WiFi** Band A | 8p | 7p | 7p | 7p | 7p | 7p | 7p | |
| Cost per minute WiFi** Band B | 11p | 10p | 10p | 9p | 9p | 9p | 9p | |
| Max no. of Sharers per Leader Connection | 100 | 100 | 150 | 150 | 200 | 200 | 200 | |
| Sharer Fee (per Sharer per month) | £12 | £12 | £12 | £12 | £12 | £12 | £12 | |
| Europe* Travel Data Bundles (excl. VAT) | 3MB | 10MB | 100MB | |
|---|---|---|---|---|
| Monthly Access Fee per Connection | £8 | £25> | £60 | |
| Out of Bundle cost per MB Roaming 3G/GPRS | Europe* | £2.55 | £2.55 | £2.55 |
| Rest of the World* (any use in zones 3–7 will not be within scope of bundle allowance and will be charged at the rate shown) |
£5.50 | £5.50 | £5.50 | |
| Global* Travel Data Bundles (excl. VAT) | 3MB | 10MB | 100MB | |
|---|---|---|---|---|
| Monthly Access Fee per Connection | £16.50 | £35 | £120 | |
| Out of Bundle cost per MB Roaming 3G/GPRS | Europe* | £2.55 | £2.55 | £2.55 |
| Rest of the World* | £5.50 | £5.50 | £3.50 | |
* Europe refers to Roaming zones 1 – 2 (please see www.orange.co.uk for further details on Roaming zones)
Rest of the World refers to Roaming zones 3 – 7 (please see www.orange.co.uk for further details on Roaming zones)
Global refers to all Roaming zones (please see www.orange.co.uk for further details on Roaming zones)
** WiFi Band A includes all BT Openzone hotspots, The Cloud and WeRoam hotspots in the United Kingdom
WiFi Band B includes all Orange France hotspots, The Cloud and WeRoam hotspots outside of the United Kingdom
*** Subject to the applicable Fair Use Policy (see below)
^ Unlimited usage is permitted in the twenty–four (24) hours between 00.00am and 00.00am
^^ All browsing services (including without limitation all Orange World pages) will be chargeable by Orange to you and will result in the £7.00 (excluding VAT) daily Access Fee being levied against your Account
INTERNET EVERYWHERE COMMERCIAL OFFERING
Service Plans & Rules
Internet Everywhere Service Plans charges for NON–BUSINESS CUSTOMERS & BUSINESS CUSTOMERS are (in addition to other charges):
| Single User Service Plan (incl. VAT) | IEW Unlimited*** 12 (Only available on a 12 month contract) |
IEW 18 1GB (Only available on a 18 month contract) |
IEW 18 3GB (Only available on a 18 month contract) |
||
|---|---|---|---|---|---|
| Access Fee (unless otherwise stated) | £28.38 / month | £9.79 / month | £14.68 / month | ||
| Inclusive UK 3G/GPRS Data | Unlimited UK***> | 1GB | 3GB | ||
| Inclusive WiFi** per Month | 250 mins Band A per month |
NA | NA | ||
| Out of Bundle cost per minute WiFi** | Band A | 11p | |||
| Band B | 11p | ||||
| Cost per MB roaming 3G/GPRS | Europe* | £2.94 | |||
| Rest of the World* | £6.46 | ||||
| Out of bundle cost | NA | 1.43p / MB (so £14.68 / GB) |
|||
* Europe refers to roaming zones 1 – 2 (please see www.orange.co.uk for further details on roaming zones)
Rest of the World refers to roaming zones 3 – 7 (please see www.orange.co.uk for further details on roaming zones)
Global refers to all roaming zones (please see www.orange.co.uk for further details on roaming zones)
** WiFi Band A includes all BT Openzone hotspots, The Cloud and WeRoam hotspots in the United Kingdom
WiFi Band B includes all Orange France hotspots, The Cloud and WeRoam hotspots outside of the United Kingdom
*** Subject to the applicable Fair Use Policy (see below)
SPECIFIC SERVICE PLAN TERMS AND CONDITIONS
- Connections on Business Everywhere and Internet Everywhere Service Plans (“the Service Plan(s)”) are subject to status and subject to a minimum contract length of twelve (12), eighteen (18) or twenty–four (24) Months (or such other Minimum Connection Period as stated in your agreement with Orange) unless otherwise stated. Travel Data Bundles cannot be taken by Non–Business Customers (see clause 12 below).
- Out of bundle charges are as stated above.
- Business Everywhere Daily, Business Everywhere and Internet Everywhere Unlimited 12, 18 and 24 and Business Everywhere Traveller 12, 18 and 24 are only available to single users and are subject to a fair usage policy of 3GB per Month (Unlimited 12, 18 and 24 and Traveller 12, 18 and 24) or 1GB per day (Daily) (the “Fair Use Policy”). Where your use of the Services exceeds the applicable Fair Use Policy, Orange may contact you in order to request that you moderate your use of these Services. If, even after contact from Orange, the Fair Use Policy is still breached by you, Orange reserves the right to Suspend your access to the Services (or restrict your bandwidth and/or data consumption); and / or require you to move your access to these Services to a Service Plan more appropriate to your use.
- Unless otherwise agreed, Travel Data Bundles may be taken on a minimum subscription of one (1) calendar month and shall remain recurring for all following months unless Orange is informed to the contrary by you through at least ten (10) clear days notice prior to your next bill date. Failure by you to give such notice may result in further monthly charges being levied against your Account.
- The prices shown for the Travel Data Bundles are on a per User basis and you must specify to Orange the Connection(s) to which the Travel Data Bundles will apply. The Travel Data Bundles cannot be shared by Group Customers/Users on the Group Business Customer Service Plans.
- Global and Europe Travel Data Bundles cannot be used simultaneously by an individual User or Connection.
- If a Travel Data Bundle is taken together with a Service Plan that is inclusive of Roaming data, then the allowance granted under the Travel Data Bundle will be used first.
- Existing datacard customers may migrate to a Service Plan if it is permitted under Orange’s Standard Network Terms (as defined in Clause 11 below). If permitted to migrate to a Business Everywhere or Internet Everywhere Service Plan the new charges will be applied to your Account from your next bill date.
- Business Customers (as defined in Clause 12 below) signing:
- an eighteen (18) month Group Business Customer Service contract will receive a 3.5% discount on the applicable Monthly Access Fee for eighteen (18) months; and
- a twenty–four (24) month Group Business Customer Service contract will receive a 7.5% discount on the applicable Monthly Access Fee for twenty–four (24) months.
- The Service Plans are available to all customers, Business and consumer, as indicated by the relevant Service Plan above and in these terms and conditions.
- Connection to the Service Plans are, in addition to these terms, subject to your normal Terms and Conditions for the Supply of Orange Network Services which are to be found:–
- at the back of your Orange phone user guide and at www.orange.co.uk/terms; or,
- if you are a Business Customer, your terms and conditions will be those stated (as appropriate) in:
- the small business Customer Information Form (Small Business CIF) terms and conditions for the supply of Orange Network Services; or
- the Orange Business Services Customer Agreement (OBSCA); or
- the Orange Business Services Master Agreement (OBSMA).
- These various terms and conditions in clauses 11 (a) and 11 (b) are referred to here as “Orange’s Standard Network Terms”.
A Business Customer is classified as a Customer who can provide the following for limited companies, the company registration number and the VAT number; or for charities, the charity number; or for all other businesses, a copy of a business chequebook, plus an invoice on company headed paper or a business utility bill. - Migration: The following rules apply to changes to the Service Plans during your Minimum Connection Period:–
- You can move to an equivalent or higher Business Everywhere or Internet Everywhere Service Plan (as applicable) at any time save that you cannot (under either Business Everywhere or Internet Everywhere Service Plans) move from a Single User Business Everywhere or Internet Everywhere Service Plan (as applicable) to a sharer on a Business Everywhere or Internet Everywhere Service Plan (as applicable);
- If your contract with Orange is an OBSCA or OBSMA, then downward changes to your Service Plan are governed by the terms set out in your agreement;
- If your contract with Orange is not an OBSCA or OBSMA, then regardless of anything in the Standard Network Terms and Conditions for the Supply of Orange Network Services which states otherwise (a) you may only change down one Business Everywhere or Internet Everywhere Service Plan (as applicable) step and on one occasion only; and (b) that one step down can only occur after half the Minimum Connection Period contracted for that Business Everywhere or Internet Everywhere Service Plan (as applicable) has expired. For example, if you contracted to Data 90 on a twenty–four (24) month Minimum Connection Period, you can only change to Data 65 and only after you have been Connected to Data 90 for at least twelve (12) months.
- Resigning (or upgrading): The following rules apply when resigning or upgrading to the Service Plans during your Minimum Connection Period:
- If your current contract with Orange is an OBSCA or OBSMA, then you can only re–sign or upgrade in accordance with the terms of that agreement;
- If your contract with Orange is not an OBSCA or OBSMA, you can resign or upgrade in the final 3 months of your current Minimum Connection Period contract but the remaining duration of your current Minimum Connection Period will be added to your new Minimum Connection Period.
- The Service Plans do not include charges for SMS messages. These will be charged at Orange’s standard SMS rates current at the time.
- Roaming (3G and GPRS) is subject to connection to foreign networks and cannot be guaranteed.
- If there is no mobile broadband coverage at your Primary Usage Location (Primary Usage Location is the address where the Service Plan is registered; Orange reserve the right to test mobile broadband coverage at your Primary Usage Location before agreeing any return or Service Plan cancellation) you will have 2 weeks from the date of your purchase to return the product and cancel the Service Plan. Should you fail to return the product in the condition in which it was supplied you will be responsible for paying the retail cost of the items (this being the manufacturers or Oranges RRP at the date of purchase).
- Where Connected to a Group Service Plan (i.e. a shared Service Plan), you may not transfer the leader Connection to another Connection or number. Where the leader Connection is Disconnected, Orange reserves the right, in its sole discretion, to select the Connection to which the leader tariff will be chargeable and you shall be liable to pay such Charges applicable to that Connection for the remainder of that Connection’s Minimum Connection Period.
- Where there is any inconsistency between these Terms and Conditions and Orange’s Standard Network Terms, Orange’s Standard Network Terms will prevail.
- Orange reserves the right to replace or amend the Service Plans (including the Travel Data Bundles) or these terms and conditions or to withdraw the Service Plans at any time on reasonable notice. Orange reserves the right to withdraw the whole or a part of the Service Plans upon providing not less than thirty (30) days’ notice.
- References to Orange in these terms and conditions are to Orange Personal Communications Services Limited whose registered office is at St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol, BS32 4QJ.
- These terms and conditions apply to all customers on an Orange Infinity Service Plan. Orange Infinity is available to Business customers connecting on line 1 only.
- Orange Infinity pricing is described at shop.orange.co.uk/business/plans/infinity. Any benefit or offer included within your Orange Infinity Service Plan will end if your use of that Service Plan ends.
- Connection is subject to status and an 18, 24 or 36 month minimum connection period (or such longer minimum connection period) as stated in your agreement with Orange.
- Resigning (or upgrading): The following rules apply when resigning or upgrading to Orange Infinity during your minimum connection period:
- If your current contract with Orange is an OBSCA or OBSMA, then you can only re-sign or upgrade in accordance with the terms of that agreement;
- If your contract with Orange is not an OBSCA or OBSMA, you can resign or upgrade in the final 3 months of your current Minimum Connection Period contract but the remaining duration of your current Minimum Connection Period will be added to your new Minimum Connection Period.
- Migration: You can not change your Orange Venture talkplan to a different talkplan with a lower access fee until your minimum connection period has expired or you resign your contract with Orange. You may change your Orange Infinity talkplan to a Orange Venture talkplan with a higher access fee at any point in your minimum contract period.
- Voice:
- Unlimited UK calls subject to a fair use policy of 5000 minutes per month and covers calls to UK landlines beginning with 01/02/03, other UK mobile networks and Orange answerphone. Calls to 08 and 09 numbers, 07 call-forwarding services and any calls made whilst Roaming are not included and are charged at prevailing rates - see price guide for details.
- international calling: you can use your inclusive minutes to make calls from Orange in the UK to standard landline and mobiles numbers in the current list of specified countries specified at www.orange.co.uk/business/iddinbundle (Orange may change this list from time to time). Out of bundle calls and calls to countries not specified will be charged at Orange standard international rates.
- Text: unlimited text allowance is for standard person to person text messages sent within the UK and is subject to a fair use policy of 3000 messages per month.
- Usage above fair use policies will constitute abuse and Orange may monitor usage and withdraw the unlimited use offer from your account, transfer you to a Service Plan more appropriate to your use or Disconnect your Account if the fair usage policy is abused.
- DATA: where included your data allowance is for UK GPRS data use only. Any inclusive data allowance that you do not use does not roll over.
- Sharing: you cannot add any sharers to Orange Infinity.
- Orange Business Additions:
- Care: Where Service Plans include Orange Care, Orange Care is included for your minimum connection period and is then chargeable if you wish to keep it. Administration fees may apply to claims. Orange Care is subject to the terms and conditions set out at www.orange.co.uk/businesscare.
- Answerphone: Where Service Plans include free calls to answerphone, those calls do not use inclusive minutes if they are made from your Orange mobile phone to your Orange answerphone whilst in the UK. Calls to your answerphone whilst roaming and use of the additional features such as answerphone call return, will be charged at your standard Service Plan rates.
- Charges for payments not made by direct debit will be applied as set out in the price guide.
- Network terms: Service is subject to Orange's "Standard Network Terms and Conditions for the Supply of Orange Network Services" which are stated (as appropriate) in:
- your Customer Information Form, Business/Small Business CIF, OBSCA, OBSMA; or
- the pay monthly Standard Terms and Conditions for the Supply of Orange Network Services, a copy of which can be found at the back of your Orange phone user guide and at http://www.orange.co.uk/terms.
- Business is classified as a customer who can provide the following:
- For limited companies, the company registration number and the VAT number;
- For charities, the charity number;
- For all other businesses, a copy of a business chequebook, plus an invoice on company headed paper or a business utility bill.
- Orange reserves the right to replace or amend the Service Plans or these terms and conditions or to withdraw the Service Plans at any time without notice.
- References to Orange in these terms and conditions are to Orange Personal Communications Services Limited whose registered office is at St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol, BS32 4QJ.
- These terms and conditions apply to all customers on an Orange Business Everywhere with Laptop Service Plan
- The Business Everywhere with Laptop Service Plans are:
- only available to Business Customers - consumer customers are not eligible and by taking one of these plans you represent that you are buying as a business customer;
- only available through selected direct channels - there are not available from any of Orange’s third party retailers or channel partners;
- subject to a maximum of 10 Service Plans per Customer.
- Resigning (or upgrading): The following rules apply when resigning or upgrading to Orange Business Everywhere with Laptop Service Plan during your minimum connection period:
- If your current contract with Orange is an OBSCA or OBSMA, then you can only re-sign or upgrade in accordance with the terms of that agreement;
- If your contract with Orange is not an OBSCA or OBSMA, you can resign or upgrade in the final 3 months of your current Minimum Connection Period contract but the remaining duration of your current Minimum Connection Period will be added to your new Minimum Connection Period.
- Migration: The following rules apply to changes to your Orange Business Everywhere with Laptop Service Plan Service Plan during your minimum connection period:
- regardless of anything stated to the contrary in any other terms (including the Standard Network Terms and Conditions for the Supply of Orange Network Services), you cannot move up or down Business Everywhere with Laptop Service Plans, and nor can you move to another type of service plan until your minimum connection period expires
Business Everywhere with Laptop Service Plan Commercial offer
Service Plans & Rules
Business Everywhere with Laptop Service Plan charges are (in addition to other charges):
| Single User Service Plan (excl. VAT) | laptop 35 (entry) | laptop 40 (mid) | laptop 45 (embedded) | |
|---|---|---|---|---|
| Minimum Connection Period | 24 months | 24 months | 24 months | |
| Access Fee per month (unless otherwise stated) | £35 / month | £40 / month | £45 / month | |
| Inclusive UK 3G/GPRS Data | Unlimited UK*** | Unlimited UK*** | Unlimited UK*** | |
| Inclusive WiFi** per Month | 500 mins Band A per month | 500 mins Band A per month | 500 mins Band A per month | |
| SMS (UK) | 10p / msg | 10p / msg | 10p / msg | |
| Out of Bundle cost per minute WiFi** | Band A | 8p | 8p | 8p |
| Band B | 8p | 8p | 8p | |
| Cost per MB Roaming 3G/GPRS | Europe* | £2.55 | £2.55 | £2.55 |
| Rest of the World* | £5.50 | £5.50 | £5.50 | |
| USB modem Device | included | included | included | |
| Laptop | Laptops included with the Business Everywhere with Laptop Service Plans are described at www.orange.co.uk/business/laptops | |||
All other rates not specified are Orange’s standard published pricing.
Unused WiFi minutes do not roll over.
* Europe refers to Roaming zones 1 - 2 (please see www.orange.co.uk for further details on Roaming zones)
Rest of the World refers to Roaming zones 3 - 7 (please see www.orange.co.uk for further details on Roaming zones)
Global refers to all Roaming zones (please see www.orange.co.uk for further details on Roaming zones)
** WiFi Band A includes all BT Openzone hotspots, The Cloud and WeRoam hotspots in the United Kingdom
WiFi Band B includes all Orange France hotspots, The Cloud and WeRoam hotspots outside of the United Kingdom
*** Subject to the applicable Fair Use Policy (see below)
- Business Everywhere with Laptop Service Plans comprises:
- data access as set out in the table above:
- an inclusive Laptop. "Laptop" means the laptop computer (and any chargers, cables, cases, accessories, or other peripherals, but not your USB modem Device) supplied to you as part of your Service Plan (and excluding anything that you may separately purchase from Orange).
- a USB modem Device where required. Unless otherwise stated the USB modem Device is supplied without additional charge. The specification of the USB modem may change from time to time.
- A 24 month warranty package for your Laptop as described below.
- Laptop specifications: Your Service Plan includes an entry, mid or embedded laptop as designated by Orange from time to time, and described at www.orange.co.uk/business/laptops (which prevails over any conflicting information and as may be updated from time to time). The model and specification of the Laptop is subject to change without notice, but will be (in Orange’s absolute discretion) of a comparable (or better) specification. Unless otherwise stated as part of the specification on www.orange.co.uk/business/laptops or which is pre-installed on the Laptop, no software is supplied as part of the Business Everywhere with Laptop Service Plans.
- Laptop availability: Your order is subject to availability of Laptops. Orange will endeavour to supply your Laptop to you as quickly as possible, but there could be delays including due to stock availability. If your SIM has Connected to the Orange Network, then your Service Plan will continue (and Charges will be payable) during any period of delay.
- Laptop compatibility: Orange will test the Laptop and USB modem Device to ensure general compatibility. There is no guarantee that the Laptop will work with any other device or application. USB Devices are not guaranteed to work on other laptops.
- Fair use: Business Everywhere with Laptop Service Plans are subject to a fair usage policy of 5GB per Month (the "Fair Use Policy"). Where your use of the Services exceeds the applicable Fair Use Policy, Orange may contact you in order to request that you moderate your use of these Services. If, even after contact from Orange, the Fair Use Policy is still breached by you, Orange reserves the right to Suspend your access to the Services (or restrict your bandwidth and/or data consumption); and / or require you to move your access to these Services to a Service Plan more appropriate to your use.
- Title: Title to the Laptop shall pass to you upon Orange having accepted you as a customer on the Service Plan and the Laptop having been delivered to you. You will remain liable for the monthly charges for your chosen Service Plan for the Minimum Connection Period.
- Orange Care: does not apply to the Laptop or to your USB Modem. You can buy Orange Care separately for your USB Modem.
- returns: in the event that orange agrees to the cancellation of a connection for whatever reason, then the Laptop as well as the USB Modem (as applicable), must be returned to Orange with all the original packaging. These Service Plans are for Business only.
- warranty:
Your Business Everywhere with Laptop Service Plan includes a warranty that is provided by HP. The details of your warranty are set out at http://h40059.www4.hp.com/warraminty/support/tc.php and http://h40059.www4.hp.com/warranty/ (or such other URLs as may be notified from time to time), and will normally be included in the box with your Laptop. The warranty is provided to you by HP direct, and warranty claims must be processed through the notified HP technical helpline. The warranty lasts for 24 months form the date your laptop is sent to you. Note, that if your Service Plan is longer than 24 months, you will only have the benefit of this warranty for the stated 24 months.
Your USB Modem is not covered by the HP warranty. - Orange works with various partners to deliver these Service Plans to you. Those partners may receive your details and may make offers to you to take additional services. Orange is not responsible for any such additional services and has no liability for them.
- Any benefit or offer included within your Orange Business Everywhere with Laptop Service Plan Service Plan will end if your use of that Service Plan ends. In particular, if your Service Plan is terminated for any reason, then the Laptop inclusive warranty will cease.
- Connection is subject to status and a 24 month minimum connection period (or such longer minimum connection period) as stated in your agreement with Orange. After expiry of the minimum connection period, your Service Plan will continue unless and until terminated in accordance with the Standard Network Terms and Conditions for the Supply of Orange Network Services (described below).
- You cannot add any sharers to Orange Business Everywhere with Laptop Service Plan.
- Charges for payments not made by direct debit will be applied as set out in the price guide.
- These service Plans cannot be taken in conjunction with any offer, promotion or other commercial incentive run or offered by Orange.
- Network terms: Service is subject to Orange’s "Standard Network Terms and Conditions for the Supply of Orange Network Services" which are stated (as appropriate) in:
- your Customer Information Form, Business/Small Business CIF, OBSCA, OBSMA; or
- the pay monthly Standard Terms and Conditions for the Supply of Orange Network Services, a copy of which can be found at the back of your Orange phone user guide and at http://www.orange.co.uk/terms.
- Business is classified as a customer who can provide the following:
- For limited companies, the company registration number and the VAT number;
- For charities, the charity number;
- For all other businesses, a copy of a business chequebook, plus an invoice on company headed paper or a business utility bill.
- Orange reserves the right to replace or amend the Service Plans or these terms and conditions or to withdraw the Service Plans at any time without notice.
- References to Orange in these terms and conditions are to Orange Personal Communications Services Limited whose registered office is at St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol, BS32 4QJ.
Business Sense Terms and Conditions
- These terms and conditions apply to all customers on any Business Sense, Business Sense Discount or Business Sense Option Service Plan (in these terms “Business Sense” means any of these plans unless stated otherwise). Business Sense is available to Business customers connecting on line 1 only.
- Business Sense pricing is described at www.orange.co.uk/business/sense. Any benefit or offer included within your Business Sense Service Plan will end if your use of that Service Plan ends. Usage outside of that included with your Service Plan will be charged at the relevant then current rate.
- Connection is subject to status and an 18, 24 or 36 month minimum connection period (or such longer minimum connection period) as stated in your agreement with Orange.
- Resigning (or upgrading): The following rules apply when resigning or upgrading to Business Sense during your minimum connection period:
- If your current contract with Orange is an OBSCA or OBSMA, then you can only re–sign or upgrade in accordance with the terms of that agreement;
- If your contract with Orange is not an OBSCA or OBSMA, you can resign or upgrade in the final 3 months of your current Minimum Connection Period contract but the remaining duration of your current Minimum Connection Period will be added to your new Minimum Connection Period.
- Migration: The following rules apply to changes to your Business Sense Service Plan during your minimum contracted connection period:
- you can move to a higher Service Plan at any time;
- If your contract with Orange is an OBSCA or OBSMA, then downward changes to your Service Plan are governed by the terms set out in your agreement;
- If your contract with Orange is not an OBSCA or OBSMA, then regardless of anything in your terms and conditions which states otherwise (a) you may only change down one Service Plan step and on one occasion; and (b) that one step down can only occur after half the minimum connection period contracted for that Service Plan has expired. For example, if you contracted to Business Sense 15000 on a 2 year contract, you can only change to Business Sense 12000 and only after you have used Business Sense 15000 for at least 12 months.
- Voice:
- Your Anytime Any Network Minutes include UK calls to Orange phones, UK landlines beginning with 01/02/03, other UK mobile networks and Orange answerphone. Calls to 08 and 09 numbers, 07 call–forwarding services and any calls made whilst Roaming are not included and are charged at prevailing rates – see price guide for details. Inclusive voice minutes that you do not use will rollover for one month. Inclusive minutes are used before minutes that have rolled over from the previous month. Orange magic numbers does not apply. International calling is not included in your plan as standard and is charged at Orange standard rates.
- Sharing:
A leader on Business Sense can also have sharers. Each sharer is charged a monthly sharer fee as set out in the pricing information. If the leader of the Service Plan is disconnected for any reason, then Orange may select a sharer to become the new leader. You cannot change a leader during its minimum connection period. The maximum and minimum numbers of sharers on each Business Sense Service Plan are set out in the pricing information. - Orange Business Additions:
- Care: Where Service Plans include Orange Care, Orange Care is included for your minimum connection period and is then chargeable if you wish to keep it. Administration fees may apply to claims. Orange Care is subject to the terms and conditions set out at www.orange.co.uk/businesscare.
- Answerphone: Where Service Plans include free calls to answerphone, those calls do not use inclusive minutes if they are made from your Orange mobile phone to your Orange answerphone whilst in the UK. Calls to your answerphone whilst roaming and use of the additional features such as answer–phone call return, will be charged at your standard Service Plan rates.
- Itemised billing: Business Sense Service Plans include free itemised billing. Itemised billing may be provided online.
- Best value mid–contract tariff review: Where the Customer’s Service Plan includes this, the Customer may request Orange to conduct the review. This request must be made within 30 days of the contract mid–point (which is when the leader has been connected for half the minimum connection period). Orange will promptly conduct the review and inform the Customer of the results. Orange will make a recommendation, based on a review against the current inclusive Service Plan range and will be limited to a single Service Plan step downwards or unlimited steps upwards, within Business Sense. Orange may, in its discretion, recommend a move to another Service Plan family (such as Business Infinity).
- Unlimited benefits: unless stated otherwise, any unlimited benefits do not include Roaming services or allowances.
- Unlimited calls between sharers: You won’t be charged for Orange to Orange calls between users sharing the same plan on your account within the UK (subject to a fair usage policy*) and calls between sharers will not decrement your inclusive minutes.
*Orange operates a fair usage policy for calls between you and the sharers within your talk–share group. Orange reserves the right to monitor call duration and the number of calls made between sharers. If, in Orange’s reasonable opinion, your usage and/or your sharers’ usage is excessive (excessive use is currently classified as over 3,000 minutes per user per month but this is subject to change), Orange reserves the right to request that you and/or your sharers reduce your usage and, in the event of continued excessive use, to migrate you and/or some or all of your sharers to an alternative Service Plan for the remaining term of your contract.
– Unlimited SMS between your sharers: You won’t be charged for Orange to Orange SMS between users sharing the same plan on your account within the UK (subject to a fair usage policy**), and SMS between sharers will not decrement any inclusive text.
**Orange operates a fair usage policy for SMS between you and the sharers within your talk–share group. Orange reserves the right to monitor the number of SMS made between sharers. If, in Orange’s reasonable opinion, your usage and/or your sharers’ usage is excessive (excessive use is currently classified as over 2,000 SMS per user per month but this is subject to change), Orange reserves the right to request that you and/or your sharers reduce your usage and, in the event of continued excessive use, to migrate you and/or some or all of your sharers to an alternative Service Plan for the remaining term of your contract.
- Charges for payments not made by direct debit will be applied as set out in the price guide.
- Network terms: Service is subject to Orange’s “Standard Network Terms and Conditions for the Supply of Orange Network Services’ which are stated (as appropriate) in:
- your Customer Information Form, Business/Small Business CIF, OBSCA, OBSMA; or
- the pay monthly Standard Terms and Conditions for the Supply of Orange Network Services, a copy of which can be found at the back of your Orange phone user guide and at http://www.orange.co.uk/terms.
With the exception of clause 5 above, where there is any inconsistency between these Business Sense terms and conditions and the Standard Network Terms and Conditions for the Supply of Orange Network Services, the latter will prevail.
- Business is classified as a customer who can provide the following:
- For limited companies, the company registration number and the VAT number;
- For charities, the charity number;
- For all other businesses, a copy of a business chequebook, plus an invoice on company headed paper or a business utility bill.
- Orange reserves the right to replace or amend the Service Plans or these terms and conditions or to withdraw the Service Plans at any time without notice.
- References to Orange in these terms and conditions are to Orange Personal Communications Services Limited whose registered office is at St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol, BS32 4QJ.
Business Sense Discount offer terms and conditions
- The discounts shown will be applied to your monthly leader and sharer subscription charges provided your account remains up to date. All additional sharers added to your Service Plan must be connected for the same minimum connection period as your leader‘s minimum connection period.
- Once an offer is applied to your subscription you will continue to receive it for the life of your contract. If your account is terminated for any reason, or you migrate to a different service plan (including a different option within Business Sense) or take another promotion from Orange, the offers will no longer apply and will be removed.
- These Offers are time limited and ends on the published date (see www.orange.co.uk/business/Sense for details).
- Orange reserves the right to amend or vary these terms and conditions or to withdraw the whole or part of unlimited use or other offers.
Business Sense Options offer terms and conditions
- Unlimited Orange to Orange is subject to a fair usage policy of 3,000 minutes per user each month. Unlimited Orange to Orange means calls made from within the UK to other Orange mobiles within the UK. Calls made whilst roaming are not included. Orange numbers that receive a call whilst roaming would be charged standard roaming rates.
- landline: Unlimited Landline is subject at all times to a fair usage policy of 3,000 minutes per user each month. Unlimited and inclusive landline is for calls in the UK to UK landline 01, 02 and 03 numbers only.
- Text Any text allowance is for standard person to person text messages sent within the UK. Inclusive texts are used before texts that have rolled over from the previous month. Out of bundle texts will be charged at your Service Plan rate.
- inclusive IDD: you can use your inclusive IDD minutes to make calls from Orange in the UK to standard landline and mobiles numbers in the current list of specified countries specified at www.orange.co.uk/business/iddinbundle (Orange may change this list from time to time). Out of bundle calls and calls to countries not specified will be charged at Orange standard international rates.
- Unused inclusive benefits (calls and texts) do not roll over to the following month.
- Calls or texts to 08 and 09 numbers and whilst abroad are not included and will be charged at your standard Service Plan rates.
- Usage above fair use policies will constitute abuse and Orange may monitor usage and withdraw the unlimited use offer from your account, transfer you to a Service Plan more appropriate to your use or Disconnect your Account if the fair usage policy is abused.
- Once an offer is applied to your subscription you will continue to receive it for the life of your contract. If your account is terminated for any reason, or you migrate to a different service plan (including a different option within Business Sense) or take another promotion from Orange, the offers will no longer apply and will be removed.
- These Offers are time limited and ends on the published date (see www.orange.co.uk/business/Sense for details).
- Orange reserves the right to amend or vary these terms and conditions or to withdraw the whole or part of unlimited use or other offers.
- Under the offer, eligible customers will not have to pay for the standard published monthly subscription charge for the first 3 months of their Business Everywhere Unlimited Service Plan contract. After the first 3 months, the Customer will revert to the standard rate. The standard pricing can be found at www.orange.co.uk/businesseverywhere. The offer does not apply to Business Everywhere group and Business Everywhere Traveller service plans.
- To be eligible you must be a Business Customer signing to a new Business Everywhere Service Plan for 18 or 24 month minimum connection period. (This excludes customers upgrading during an existing contract that has not expired).
- The offer will lapse if you are in breach of your agreement with Orange.
- This offer cannot be used in conjunction with any other offer, promotion or discount. This offer is time limited and ends on the published date (see www.orange.co.uk/businesseverywhere for details).
- Orange reserves the right to amend or vary these terms and conditions or to withdraw the offer.
Mobile Broadband
This document describes the terms and conditions applicable to "Business Everywhere Flexible Data Bundles".
Business Everywhere Flexible Data Bundles
Business Everywhere Flexible Data Bundles gives Users high speed access to the internet and business applications such as email, via a range of networks
COMMERCIAL OFFERING
Tariffs & Rules
Business Everywhere Flexible Data Bundles charges for business and consumer are (in addition to other charges):
| Business Tariff (excl. VAT) | Pay as you Consume | Flexble Data 20 | Flexible Data 35 | Flexible Data 45* | Flexible Data 65 | Flexible Data 90 | Flexible Data 170 | Flexible Data 400 | Flexible Data 750 | Flexible Data 1050 | Flexible Data 1300 |
|---|---|---|---|---|---|---|---|---|---|---|---|
| Monthly Access Fee | none | £20 | £35 | £45 | £65 | £90 | £170 | £400 | £750 | £1050 | £1300 |
| cost per MB UK 3G/GPRS | £1 | 12.5p | 11p | 4.5p | 10p | 9p | 8.5p | 8p | 7.5 | 7p | 6.5p |
| cost per MB roaming 3G/GPRS | £6.50 | £6.50 | £6.34 | £5.75 | £6 | £5.75 | £5.75 | £5.50 | £5.50 | £5.50 | £5.50 |
| cost per minute WiFi Band A** | 9p | 8p | 8p | 7p | 8p | 7p | 7p | 7p | 7p | 7p | 7p |
| cost per minute WiFi Band B*** | 13p | 12p | 11. 5p | 10p | 11p | 10p | 10p | 9p | 9p | 9p | 9p |
| Max no. connections (subject to sharer fees) | n/a | 50 | 50 | 1 | 100 | 100 | 150 | 150 | 200 | 200 | 200 |
| sharer fee (per sharer per month) | n/a | £12 | £12 | n/a | £12 | £12 | £12 | £12 | £12 | £12 | £12 |
| Consumer Tariff (incl. VAT) | Pay as you Consume | Flexble Data 20 | Flexible Data 35 | Flexible Data 45* | Flexible Data 65 | Flexible Data 90 |
|---|---|---|---|---|---|---|
| Monthly Access Fee | none | £23.00 | £40.25 | £51.75 | £74.75 | £103.50 |
| cost per MB UK 3G/GPRS | £1.15 | £0.15 | £0.13 | £0.05 | £0.12 | £0.11 |
| cost per MB roaming 3G/GPRS | £7.48 | £7.48 | £7.29 | £6.63 | £6.95 | £6.63 |
| cost per minute WiFi Band A** | £0.11 | £0.09 | £0.09 | £0.08 | £0.09 | £0.08 |
| cost per minute WiFi Band B*** | £0.15 | £0.14 | £0.14 | £0.12 | £0.13 | £0.12 |
| Max no. connections (subject to sharerfees) | n/a | 50 | 50 | 1 | 100 | 100 |
| Sharer fee (per sharer per month) | n/a | £13.80 | £13.80 | n/a | £13.80 | £13.80 |
* Flexible Data 45 is only available to single subscribers
** Wifi Band A includes all BT Openzone hotspots and WeRoam hotspots in the UK
*** Wifi Band B includes all Orange France hotspots and WeRoam hotspots outside the UK
- The Monthly Access Fee will be depleted by usage at the charges stated above for each relevant Tariff. Out of bundle charges are as stated above.
- Existing datacard Customers may migrate to a Business Everywhere Flexible Data Bundle if it is permitted under Orange's Standard Network Terms. If permitted to migrate to a Business Everywhere Flexible Data Bundle the new charges will be applied to your Account from your next bill date.
- With the exception of Pay As You Consume and Flexible Data 45, additional users can be added subject to the applicable sharer fee payable per sharer per month.
- Customers signing:
- an 18 month contract will receive a 3.5% discount on the Monthly Access Fee for 18 months;
- a 24 month contract will receive a 7.5% discount on the Monthly Access Fee for 24 months; and
- a 36 month contract will receive a 15% discount on the Monthly Access Fee for 36 months.
OTHER TERMS
- The Business Everywhere Flexible Data Bundles ("the Tariffs") are available to all customers, business and consumer.
- Connection to the Tariffs are, in addition to these terms, subject to your normal Terms and Conditions for the Supply of Orange Network Services which are to be found:
- at the back of your Orange phone user guide and atwww.orange.co.uk; or,
- if you are a Business Customer, your terms and conditions will be those stated (as appropriate) in:
- the small business Customer Information Form (Small Business GIF) terms and conditions for the supply of Orange Network Services; or
- the Orange Business Services Customer Agreement (OBSCA); or
- the Orange Business Services Master Agreement (OBSMA). These various terms and conditions are referred to here as 'Orange's Standard Network Terms'
- A Business Customer is classified as a Customer who can provide the following:
- for limited companies, the company registration number and the VAT number; or
- for charities, the charity number; or
- for all other businesses, a copy of a business chequebook, plus an invoice on company headed paper or a business utility bill.
- Connection is subject to status and a 12 month mhimum contract (or such longer Minimum Connection Period as stated in your agreement with Orange).
- Migration: The following rules apply to changes to the Tariff during your Minimum Connection Period:
- You can move to an equivalent or higher Tariff at any time;
- If your contract with Orange is an OBSCA or OBSMA, then downward changes to your Service Plan are governed by the terms set out in your agreement;
- If your contract with Orange is not an OBSCA or OBSMA, then regardless of anything in the Standard Network Terms and Conditions for the Supply of Orange Network Services which states otherwise (a) you may only change down one Service Plan step and on one occasion only; and (b) that one step down can only occur after half the Minimum Connection Period contracted for that Service Plan has expired. For example, if you contracted to Flexible Data 90 on a 24 month Minimum Connection Period, you can only change to Flexible Data 65 and only after you have been Connected to Flexible Data 90 for at least 12 months.
- The Tariffs do not include charges for SMS messages. These will be charged at Orange's standard SMS rates from time to time.
- Roaming (3G and GPRS) is subject to connection to foreign networks and cannot be guaranteed.
- Where there is any inconsistency between these Terms and Conditions and Orange's Standard Network Terms, Orange's Standard Network Terms will prevail
- Orange reserves the right to replace or amend the Tariffs or these terms and conditions or to withdraw the Tariffs at any time on reasonable notice. Orange reserves the right to withdraw the whole or a part of the Tariffs upon providing not less than 30 days' notice.
- References to Orange in these terms and conditions are to Orange Personal Communications Services Limited whose registered office is at St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol, BS32 4QJ.
INTERNET EVERYWHERE COMMERCIAL OFFERING
Service Plans & Rules
Internet Everywhere Service Plans charges for NON-BUSINESS CUSTOMERS & BUSINESS CUSTOMERS are (in addition to other charges):
| Single User Service Plan (incl. VAT) | IEW Unlimited*** 12 (Only available on a 12 month contract) |
IEW Unlimited*** 18 (Only available on a 18 month contract) |
|
|---|---|---|---|
| Access Fee (unless otherwise stated) | £28.38 / month | £14.68 / month | |
| Inclusive UK 3G/GPRS Data | Unlimited UK*** | 3.6GB | |
| Inclusive WiFi** per Month | 250 mins Band A per month |
NA | |
| Out of Bundle cost per minute WiFi** | Band A | £9.2p | NA |
| Band B | £9.2p | NA | |
| Cost per MB roaming 3G/GPRS | Europe* | £3.00 | £3.00 |
| Rest of the World* | £6.32 | £6.32 | |
| Out of bundle cost | NA | £1.43 / MB (so £14 / GB) |
|
| * | Europe refers to roaming zones 1 - 2 (please see www.orange.co.uk for further details on roaming zones) Rest of the World refers to roaming zones 3 - 7 (please see www.orange.co.uk for further details on roaming zones) Global refers to all roaming zones (please see www.orange.co.uk for further details on roaming zones) |
|---|---|
| ** | WiFi Band A includes all BT Openzone hotspots, The Cloud and WeRoam hotspots in the United Kingdom WiFi Band B includes all Orange France hotspots, The Cloud and WeRoam hotspots outside of the United Kingdom |
| *** | Subject to the applicable Fair Use Policy (see below) |
SPECIFIC SERVICE PLAN TERMS AND CONDITIONS
- Connections on Business Everywhere and Internet Everywhere Service Plans ("the Service Plan(s)") are subject to status and subject to a minimum contract length of twelve (12), eighteen (18) or twenty-four (24) Months (or such other Minimum Connection Period as stated in your agreement with Orange) unless otherwise stated. Travel Data Bundles cannot be taken by Non-Business Customers (see clause 12 below).
- Out of bundle charges are as stated above.
- Business Everywhere Daily, Business Everywhere and Internet Everywhere Unlimited 12, 18 and 24 and Business Everywhere Traveller 12, 18 and 24 are only available to single users and are subject to a fair usage policy of 3.6GB per Month (Unlimited 12, 18 and 24 and Traveller 12, 18 and 24) or 1GB per day (Daily) (the "Fair Use Policy"). Where your use of the Services exceeds the applicable Fair Use Policy, Orange may contact you in order to request that you moderate your use of these Services. If, even after contact from Orange, the Fair Use Policy is still breached by you, Orange reserves the right to Suspend your access to the Services (or restrict your bandwidth and/or data consumption); and / or require you to move your access to these Services to a Service Plan more appropriate to your use.
- Unless otherwise agreed, Travel Data Bundles may be taken on a minimum subscription of one (1) calendar month and shall remain recurring for all following months unless Orange is informed to the contrary by you through at least ten (10) clear days notice prior to your next bill date. Failure by you to give such notice may result in further monthly charges being levied against your Account.
- The prices shown for the Travel Data Bundles are on a per User basis and you must specify to Orange the Connection(s) to which the Travel Data Bundles will apply. The Travel Data Bundles cannot be shared by Group Customers/Users on the Group Business Customer Service Plans.
- Global and Europe Travel Data Bundles cannot be used simultaneously by an individual User or Connection.
- If a Travel Data Bundle is taken together with a Service Plan that is inclusive of Roaming data, then the allowance granted under the Travel Data Bundle will be used first.
- Existing datacard customers may migrate to a Service Plan if it is permitted under Orange's Standard Network Terms (as defined in Clause 11 below). If permitted to migrate to a Business Everywhere or Internet Everywhere Service Plan the new charges will be applied to your Account from your next bill date.
- Business Customers (as defined in Clause 12 below) signing:
- an eighteen (18) month Group Business Customer Service contract will receive a 3.5% discount on the applicable Monthly Access Fee for eighteen (18) months; and
- a twenty-four (24) month Group Business Customer Service contract will receive a 7.5% discount on the applicable Monthly Access Fee for twenty-four (24) months.
- The Service Plans are available to all customers, Business and consumer, as indicated by the relevant Service Plan above and in these terms and conditions.
- Connection to the Service Plans are, in addition to these terms, subject to your normal Terms and Conditions for the Supply of Orange Network Services which are to be found:-
- at the back of your Orange phone user guide and at www.orange.co.uk/terms; or,
- if you are a Business Customer, your terms and conditions will be those stated (as appropriate) in:
- the small business Customer Information Form (Small Business CIF) terms and conditions for the supply of Orange Network Services; or
- the Orange Business Services Customer Agreement (OBSCA); or
- the Orange Business Services Master Agreement (OBSMA).
- A Business Customer is classified as a Customer who can provide the following for limited companies, the company registration number and the VAT number; or for charities, the charity number; or for all other businesses, a copy of a business chequebook, plus an invoice on company headed paper or a business utility bill.
- Migration: The following rules apply to changes to the Service Plans during your Minimum Connection Period:-
- You can move to an equivalent or higher Business Everywhere or Internet Everywhere Service Plan (as applicable) at any time save that you cannot (under either Business Everywhere or Internet Everywhere Service Plans) move from a Single User Business Everywhere or Internet Everywhere Service Plan (as applicable) to a sharer on a Business Everywhere or Internet Everywhere Service Plan (as applicable);
- If your contract with Orange is an OBSCA or OBSMA, then downward changes to your Service Plan are governed by the terms set out in your agreement;
- If your contract with Orange is not an OBSCA or OBSMA, then regardless of anything in the Standard Network Terms and Conditions for the Supply of Orange Network Services which states otherwise (a) you may only change down one Business Everywhere or Internet Everywhere Service Plan (as applicable) step and on one occasion only; and (b) that one step down can only occur after half the Minimum Connection Period contracted for that Business Everywhere or Internet Everywhere Service Plan (as applicable) has expired. For example, if you contracted to Data 90 on a twenty-four (24) month Minimum Connection Period, you can only change to Data 65 and only after you have been Connected to Data 90 for at least twelve (12) months.
- Resigning (or upgrading): The following rules apply when resigning or upgrading to the Service Plans during your Minimum Connection Period:
- If your current contract with Orange is an OBSCA or OBSMA, then you can only re-sign or upgrade in accordance with the terms of that agreement;
- If your contract with Orange is not an OBSCA or OBSMA, you can resign or upgrade in the final 3 months of your current Minimum Connection Period contract but the remaining duration of your current Minimum Connection Period will be added to your new Minimum Connection Period.
- The Service Plans do not include charges for SMS messages. These will be charged at Orange?s standard SMS rates current at the time.
- Roaming (3G and GPRS) is subject to connection to foreign networks and cannot be guaranteed.
- Where Connected to a Group Service Plan (i.e. a shared Service Plan), you may not transfer the leader Connection to another Connection or number. Where the leader Connection is Disconnected, Orange reserves the right, in its sole discretion, to select the Connection to which the leader tariff will be chargeable and you shall be liable to pay such Charges applicable to that Connection for the remainder of that Connection?s Minimum Connection Period.
- Where there is any inconsistency between these Terms and Conditions and Orange's Standard Network Terms, Orange's Standard Network Terms will prevail.
- Orange reserves the right to replace or amend the Service Plans (including the Travel Data Bundles) or these terms and conditions or to withdraw the Service Plans at any time on reasonable notice. Orange reserves the right to withdraw the whole or a part of the Service Plans upon providing not less than thirty (30) days' notice.
- References to Orange in these terms and conditions are to Orange Personal Communications Services Limited whose registered office is at St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol, BS32 4QJ.
- These terms apply to all Orange customers connecting or upgrading to an Internet Everywhere Service Plan.
- Connection is subject to status and minimum term 18 month contract or other minimum connection period as stated in your agreement with Orange. Existing customers are also subject to the Our Customers First terms at www.orange.co.uk/terms
- All Internet Everywhere plans are subject to such allowance as is set on the plan. Should you exceed your allowance, your standard out of bundle service plan rates will apply.
- Unlimited usage on Early Bird plans is subject to fair usage of 5GB per day.
- Orange Bill Promise is subject to fair usage of 2GB per month over and above the monthly allowance on your plan. The Orange Bill Promise cap is for UK usage only and does not include roaming charges, additional bundle or service charges. Orange Bill Promise is an Additional Service and Orange reserves the right to remove Orange Bill Promise or amend the Orange Bill Promise cap at any time.
- If you exceed your allowance or any fair usage applicable (including the Orange Bill Promise), Orange may monitor usage and restrict your bandwidth and/or data consumption and/or require you to move to a service plan more appropriate to your use and/or add a chargeable bundle to your account and/or disconnect you.
- Usage in the UK only. No roll over of unused benefits. Roaming is subject to connection to foreign networks and cannot be guaranteed.
- Charges for text messages are not included and will be charged at Orange's standard text rates.
- Out of bundle charges for roaming and UK usage apply, see www.orange.co.uk/mobilebbguide for details.
- For details of Service Plan charges and for details of services not included see the Price Guide at www.orange.co.uk/mobilebbguide If you do not pay by Direct Debit charges set out in the Price Guide will apply.
- Connection to the service plans are, in addition to these terms, subject to your normal Terms and Conditions for the Supply of Orange Network Services which can be found at www.orange.co.uk/terms.
- Under the Orange coverage guarantee, if you don't have mobile broadband coverage at your main point of usage, you have the right to cancel your contract within two weeks from purchase. Any usage in that time will be charged. For details of charges see the Price Guide at www.orange.co.uk/mobilebbguide
- Orange reserves the right to replace, amend or withdraw the service plans (in whole or part) or these terms at any time on reasonable notice.
- These terms apply to all Orange customers connecting or upgrading to an Internet Everywhere with Laptop Service Plan ("the Laptop Service Plan"). Connection to the Laptop Service Plan is subject to status and a minimum contract length of 18 months. Connection to the Laptop Service Plan is subject to Internet Everywhere terms (save for clause 4) as set out above.
- Laptops subject to availability.
- During your minimum connection period you cannot migrate to another Internet Everywhere Service Plan or Laptop Service Plan.
- Inclusive text messages bundles are included with your Laptop Service Plan, please see Price Guide for details. Any text usage over and above your inclusive text message bundle will be charged at standard rates, see Price Guide at www.orange.co.uk/mobilebbguide for details.
- The laptop comes with a 24 month warranty which is provided by the manufacturer. Please see inbox material for details. Orange Care is not offered on the laptops.
- In the event that Orange agrees to the cancellation of a connection, then the Laptop as well as the USB Modem (as applicable), must be returned to Orange with all the original packaging within 30 days or you may be charged for them.
- The offer is not available in conjunction with any other promotion.
Fixed Broadband
The following provides details about Our Privacy and Cookie Policy.
Orange treats your privacy seriously. We use the personal information that we collect from you in accordance with this Privacy and Cookie Policy. We are subject to the data protection legislation and are registered with the Information Commissioner's Office.
Who we are
'Orange', 'We' Or 'we' means Orange Home UK Limited and Other companies Owned by France Telecom. Some Of the France Telecom companies may be located in countries Outside the European Economic Area (EEA).
The services covered by this policy
This Policy Only applies to web sites hosted by Orange which comprise the Orange portal service located at www.orange.co.uk and all the personal information collected by Orange from its services and collected from customers when they register for Orange's services, but does not apply to the third party companies, individuals, Organisations Or Other websites to which Orange links to. These sites Operate their Own privacy policy. We urge you to read these carefully.
What we mean by personal information
When we refer to personal information in this Policy, we mean information that can identify you as an individual Or is capable Of doing so. By personal information we don't mean general, statistical, aggregated Or anonymised information.
Consent
Your use Of Our services signifies your consent to us collecting and using personal information about you as specified below in accordance with this Policy. Should we choose to change Our Policy for any reason; the changes will be notified in writing to Our customers and also updated On Our portal, so that you are always kept informed Of how we collect and use your personal information, and when we may disclose it.
How we collect information about you
You may provide personal information when communicating with us. (i.e. when you fill Out your registration form to become a customer Of Orange Or any Of its services).
You may Order a product Or a service and give your name, e-mail address, delivery address, credit Or debit card number and expiry date so that the Order can be processed and your products (or services where appropriate) delivered to you. Sometimes you may be asked for your telephone number.
When you call Our Customer Service department, we may monitor Or record your calls and store details Of the phone number(s) you use to make the call. This information is used to better address your customer service needs.
If you enter a competition Or promotion we will ask for your name, address and e-mail address and any Other relevant information.
When you connect to the Internet using Our services we will collect your Calling Line Identification Number (CLI).
We will collect information about your tastes and preferences both when you tell us what these are and by analysis Of customer traffic, including by using cookies (as described below).
It may be that some Of the personal information you give us (for instance about your lifestyle Or health) is sensitive personal data within the meaning Of the Data Protection Act 1998. Any such information ("sensitive information") will Only be disclosed with your express consent.
It may be that you provide to us details Of credit Or debit cards Or bank accounts in Order to make payments to us. Any such information ("confidential financial information") will be used Only for the specific purpose for which it was provided.
How we use your information
We may use your information to confirm that your Orders have been received, to validate you as a registered customer when using Our services and calling Our help desk, to prevent and detect criminal activity, fraud and misuse Of Or damage to Our services Or networks, to prosecute those responsible and to contact you to invite you to form part Of Our consumer panel Or research groups.
We may use personal information collected about you to personalise your visits to Our web sites and recommend goods Or services to you. We also use the information to help us develop Our Offers and the layout Of Our web sites to ensure that Our services are as useful and enjoyable as possible.
We may also use your personal information and process such information for the purposes Of management, research, analysis, corporate reporting, credit scoring and improving business efficiencies.
We may use personal information collected about you to contact you by post, phone and electronic mail (that is email, picture, video, and SMS) about functionality changes to Our web site, services Or changes to Our terms and conditions Of use and to communicate with you about your customer benefits and advise you regarding the use Of Our services.
We may use the information collected about you to contact you by post Or phone about new customer Offers and services. We may also contact you by electronic mail for these purposes subject to any preferences selected by you.
Subject to your preferences in respect Of each Of Our services, selected third parties may use the personal information collected about you to contact you about information that you might find interesting.
Other information we may collect
We may collect network Or traffic data related to your use and access to Our services. Such data would include - but not be limited to - time spent using Our services and your Customer Line Identification Number. This information is used for billing purposes.
We may also use some Of this information for research, segmentation Of Our customer base, marketing Our services and to understand and keep you informed about what is the best Internet access package for you according to your use Of Our services.
We also collect information from visitors to Our websites and registered customers to help us improve the websites and services that we make available. The type Of information collected includes how many visitors visit Our web sites, how many customers log in, when they visited, for how long and which areas Of Our services. This information allows us to continuously improve Our services and develop them according to the taste Of Our customers and visitors.
The information we collect from visitors to Our websites who are not registered users is anonymous and does not include personal information that allows us to identify you as an individual. However, if you are an Orange customer, the information collected from Our websites is not anonymous and Orange may use this information along with your preferences to tailor content, services and Offers for you.
How long do we keep your information
The periods we keep your information can vary according to the use given to the information. Unless there is a specific legal requirement to keep your information we will not keep it for longer than necessary for the purposes for which the data was collected Or for which it is to be further processed.
Disclosing your information to third parties
Orange reserves the right to access and disclose individually identifiable information to comply with applicable laws, regulations and lawful government requests, to Operate its systems properly Or to protect itself Or its users Or solve any customer disputes.
We may provide aggregate statistics about Our sales, customers, traffic patterns and Other site information to third parties, but these statistics will not include any information that could personally identify you.
We sometimes use Other companies to provide some Of Our services, Or to provide services to us Or distribute Our products. We may share your personal information with these companies, some Of whom may provide the services from Other countries Outside the EEA. These companies can and will process this information On behalf Of Orange, Only according to Our express instructions and applicable data protection legislation.
How we protect your information
When you review your account information Or Order products, Orange Offers the use Of a secure server. The secure server software encrypts the information that you input before it is transmitted to us. In addition, we have strict security procedures covering the storage and disclosure Of your information in Order to prevent unauthorised access and to comply with the Data Protection Act 1998. This means that sometimes we may ask you for proof Of identity before disclosing any personal information to you.
Cookies explained
A cookie is a piece Of information that is stored On your computer's hard drive by your web browser. On revisiting Our site Our computer server will recognise the cookie, giving us information about your visit.
When we use cookies
During the registration process
We allocate cookies during the registration process for Our services. These cookies will hold information collected during your registration and will allow us to recognise you as a customer and provide you with the services you require. If your browser is set to reject cookies, you will not be able to register for Orange services. We may also use this data to better understand your interests while Online and to personalise your visits to Our websites.
On different sections Of Our portal
For visitors to Our web site, we use cookies to collect information. Our servers use two different types Of cookies. The first type is known as a 'session-based' cookie and is allocated to your computer Only for the duration Of your visit to Our web site. It helps you to move around the web site faster and, if you're a registered customer, it allows us to give you information relevant to your selected Orange service. This cookie automatically expires when you close down your browser.
The second type Of cookie is known as a 'persistent' cookie. These cookies will remain On your computer for a period Of time set for each cookie.
This cookie allows us to:
Limit how Often you see a particular advertisement Or announcement On Our web site Identify your preferences when customising content for you Provide you with relevant self-help information Record how many times you visit a page Or advertisement Limit and record how Often you can vote in Our polls Confirm you are a registered user and save your login details when accessing certain services On Our website Collect statistics On the use Of Our services We may also use cookies and web beacons to ensure that Our mailing tools are working properly Other companies which advertise Or Offer their products Or services On Our web sites will also allocate cookies to your computer.
These cookies are used:
To serve advertisements On Our site and track whether these advertisements are clicked On by users To control how Often you are shown a particular advertisement To tailor content to your preferences To count the number Of anonymous users Of the site To provide security within shopping baskets Or transactions The types Of cookies they use and how they use the information generated by them will be governed by those companies' Privacy Policies. We have no control Over these.
How you can refuse Or Opt Out Of cookies
Most browsers are set by default to accept cookies automatically, but usually you can alter the settings Of your browser to prevent automatic acceptance and prompt you every time a cookie is sent to you Or to allow you to choose not to receive cookies at all. If you wish to block cookies, please follow the relevant link below for instructions. Take care to ensure that the instructions you select match the type and version Of your browser software:
Microsoft Internet Explorer 6
- Select 'Tools' from the main task bar then 'Internet Options'
- Click On the 'Privacy' tab
- Choose the level Of cookie security you want, ranging from Block All Cookies, High, Medium High, Medium (default level), Low and Accept All Cookies
For more detailed information On these Options under Internet Explorer 6, please visit the Microsoft website.
Microsoft Internet Explorer 5
- Select 'Tools' from the main task bar then 'Internet Options'
- Change to the 'Security' tab and click 'Custom Level'
- Scroll down to the 'Cookies' section and set 'Disable'
- Click 'OK'
Firefox 1.0
- Select 'Tools' from the main task bar and then 'Options'
- Click On the 'Privacy' panel and then click On 'Cookies'
- Uncheck the 'Allow sites to set cookies' Option
- Click 'OK'
Netscape 7
- Select 'Edit' from the main task bar then 'Preferences'
- Expand 'Privacy & Security' in the category menu and click 'cookies'
- Select the requried Option under 'Cookie Acceptance Policy'
- Click 'OK'
How you can manage your privacy preferences
If you'd like to change your current privacy settings for electronic mail you can do so by unsubscribing to the address provided in each message Or by Opting in to receive these messages by contacting Orange.
If you'd like to stop receiving telemarketing calls from us and Other companies, please contact the Telephone Preference Service On 0845 0700707 Or email the TPS and register your phone number(s).
If you'd like to stop receiving direct marketing mailers from us and Other companies, please contact the Mail Preference Service, via their website
If you'd like us to stop processing your information for marketing purposes please write to Orange customer care at the address below.
How to find Out what personal information we hold about you
If you want to know what personal information we hold about you and how it is processed, please follow these steps:
- If you would like an application form Or more information On how to make a subject access request, please complete the web formon our site. Please note that we'll require your contact details in Order to respond to your enquiry, however, this information will not be used for any Other purposes.
- Enclose a cheque for £10 payable to Cable & Wireless UK. Cable & Wireless is the company that manages these requests On behalf Of Orange.
- If you want specific information, please tell us, because this will speed up Our reply. Please also give us any relevant details to help us find the information you're looking for.
Customer feedback
You'll be pleased to learn that we take all your feedback and complaints seriously. If you'd like to ask us about the way we use your data, Or like to make any amendments to the information we hold about you, contact us.
These pages were revised 28th April 2009 - copyright Orange Home UK Limited.
hideNotice: These terms and conditions (the "Terms of Use" or this "Agreement") set out the agreement between you and us under which we will provide you with access to the Internet using our Pay As You Go or Any Time services and related services and applications, for example, email facilities and personal web space. It is, therefore, very much in your interests to read them carefully.
If there is anything in the Terms of Use that you do not understand then please contact our Customer Care Department as soon as possible by calling 0844 412 2202 (the "Customer Number"). Please note that calls to the Customer Support Number are charged at national rate and may be monitored for training, security and quality assurance purposes. If you do not understand any of the terminology used in the Terms of Use then please refer to our Internet glossary.
Access to the Internet and our related services and applications consist of two distinct service elements, a telephone access element and Orange Member Services.
The Orange Member Services comprise various Internet based services available to Members of Orange, for example email facilities including POP email (emails sent and received using software applications such as Microsoft's Outlook Express, where the client software resides on your computer) and Webmail Interface (your email account accessed using a web application from any computer connected to the Internet), personal web space, access to the World Wide Web and other services and applications (the "Member Services").
The telephone access element enables your equipment to be connected to and access the Member Services. The telephone access element is provided either by the Pay As You Go service, a metered product with per minute call charges ("Pay As You Go"), or by Any Time, a flat-rate product with a fixed monthly fee ("Any Time").
In this Agreement the term "Services" will mean the Member Services together with whichever of the telephone access elements you use from time to time to obtain access to the Member Services.
Unless otherwise stated, the Services shall be provided to you by Orange Home UK Limited, a company registered in England and Wales (company number 3014367); whose registered office is located at St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol BS32 4QJ("Orange").
1.becoming an Orange member
1.1 You can only become a Member of Orange (a "Member") if:
1.1.1 You have a valid contract with BT for telephone services; and
1.1.2 You have a computer with Internet Explorer 5.0 or above.
1.2 To subscribe to Any Time you must complete the Any Time registration by supplying the registration data requested. You may subscribe to Any Time using a sign up CD ROM or via our website or using other methods as introduced by us from time to time. Once you have successfully registered for Any Time (which will include agreeing to the Terms of Use) and such registration has been accepted by Orange you will become an Any Time subscriber and you will be able to use Any Time to access the Member Services. As an Any Time Member you also have access to the Pay As You Go service where if you use this service you will pay your telephone service provider per minute call charges. In the event that your Any Time subscription is cancelled you will be asked if you wish to become a Pay As You Go Member.
1.3 You must ensure that the information that you give to us during registration is true, correct and complete. If there are any changes to your registration details you must inform us immediately either by calling the Customer Support Number or by sending us an email . If the Orange Member is not the same person as person who pays the Charges, then the Orange Member warrants that they have informed and have obtained from the bill payer the necessary consents and permissions for registering or changing account payment details and to allow Orange to process such details.
1.4 By signing up for the Services you consent to our using and/or disclosing your personal data as follows:
1.4.1 processing your application or changes to your registration details, which may involve credit checking by a credit reference agency who may record that a credit check has been made;
1.4.2 disclosing certain personal details including account details to a bank, credit card operator or other payment processor for the purposes of setting up a continuous payment authority;
1.4.3 providing registration details to any telecommunications provider who operates the telephone access network over which the Services are delivered;
1.4.4 providing or arranging for third parties to provide any part of the Services including but not limited to customer care facilities and billing, email and tools and services, which may involve disclosing information about you to third parties solely for this purpose and who may provide such services outside the European Economic Area (EEA) as described in Orange's Privacy and Cookie Policy;
1.4.5 providing you with communications about our Services, special announcements including but not limited to instructions, information, changes to the products, services and prices, organisational and administrative changes; and Service newsletters that shall include but not be limited to Member benefits (which are unconditional rewards rewarding Members for their time with us), competitions and any other
relevant information relating to the provision of our Services;
1.4.6 providing personal data to distributors of Orange Internet access products with whom Orange have a commercial relationship for the purpose of accounting and auditing.
1.4.7 the caller line identification (CLI) number that is last used to access our Services may be used by Orange to contact you in the event that we are unable to contact you using the telephone number that you provided with your registration details.
1.5 Otherwise, we will only use any personal data you provide in accordance with our Privacy Policy and subject to any preferences set by you during the registration process.
1.6 During registration for any of the Services, we will issue you with a username and a password which are essential for your secure use of the Services. You will be responsible for keeping this information confidential and agree to take all necessary steps to ensure that it is kept secure and not disclosed to any unauthorised person. If you think that your username or password has been discovered or is being misused by someone else then you must tell us immediately and take all steps necessary (or requested by us) to prevent such use. If we think there is likely to be a misuse of the Services because of a breach of security we may:
1.6.1 suspend your use of the Services; and/or
1.6.2 change your password and then notify you that we have done this.
1.7 We may accept instructions in connection with the Services from someone we are satisfied has your authority and, you agree that you will be responsible for all use of the Services whether or not authorised by you.
1.8 When you have registered for Any Time we will provide you with, Any Time and the Member Services immediately subject to you completing the install procedure. The Member Services and Any Time are provided immediately when you
register, therefore, you will not be able to cancel the contract under the Consumer Protection (Distance Selling) Regulations 2000 prior to any minimum contract term that you have agreed to.
2. what you'll get as an Orange Member or Any Time subscriber
2.1 By becoming a Member, you will be able, using access equipment, for example a personal computer, PDA, Internet enabled television or WAP telephone (each meeting the relevant specification described on the Orange website), to access the Member Services through a Pay As You Go dial-up telephone connection charged on a per minute basis. By becoming an Any Time subscriber, you will be able, using a computer, to access the Member Services through an Any Time dial-up telephone connection on payment of a monthly charge. Any Time dial-up connection is only available from the telephone number that you gave during registration or subsequently notified to us. Our Internet call packages are described on the Orange website.
2.2 You will be responsible for any access equipment that you use in connection with the Services and you must use such equipment in accordance with any instructions and safety and security procedures applicable to it. Failure to do so may mean that you are unable to access the Internet and the Member Services.
2.3 You will be able to use certain web pages owned and operated by Orange (including their content, search facilities, directory services, personal web space, email, newsgroups and other Internet services as amended and updated from time to time) that are not available to non-Members. We also offer a number of services that are available to both Members and non-Members through our portal, in respect of which specific terms and conditions, available on our website, will apply.
2.4 Calls made to access the Member Services must be made either by the Pay As You Go service or Any Time using dial-up numbers and any dial-up application software (the "Dialler") that we will provide you with at the time you register for Pay As You Go or Any Time. Any calls made without using the correct dial-up numbers provided to you by us will remain your sole responsibility. We may make changes to your dial-up numbers at any time. Orange will provide all Services to you with reasonable skill and care and in accordance with the provisions of this Agreement.
2.5 In order to prevent spam from entering and effecting the operation of our systems and Service, Orange may take any reasonable measure to block access to or delivery of any email which appears to be of an unsolicited nature and/or part of a bulk email transmission. We may also use within our systems virus screening technology which may result in the deletion or alteration of email and or email attachments, although we do not warrant that such technology will be effective against all virus attacks.
3. charges
3.1 The charges we will make will depend on the Internet call package or chargeable Member Services that you selected during registration or subsequently. All charges will be made in pounds sterling and a price list for the standard Internet call packages that we offer is available on our website. Other charging packages may be separately notified to you from time to time.
3.2 In respect of Any Time or any chargeable Member Services we will collect payment from you for all charges in advance using the payment method you selected when you registered or subsequently notified to us. Your first payment will be debited from your selected payment method within 28 days of you completing the registration process and subsequent payments shall be made by means of a continuous payment authorisation using the credit or debit card or through your bank account using the details that you provided to us during registration or which you subsequently notify to us.
3.3 If we are unable to collect the payments from you as they fall due, we may suspend or cancel Services and may forward the debt to an external agency for collection. You will pay our reasonable costs and expenses for collecting any late payments.
3.4 We reserve the right to vary the charges for the Services and to introduce new payment methods at any time by writing or sending an email to you notifying you of the changes.
4. your use of the services
4.1 In order to access the Services you must make your telephone number or Caller Line Identification available when connecting to the Services. If you choose to restrict presentation of your telephone number or CLI, we may take such steps as we consider necessary to override that restriction on a per call basis. You consent to any steps we take to override the restriction on the telephone number or CLI presentation in order for us to provide you with the Services.
4.2 Any Time is for consumer use. If you use the Services for business purposes you do so on the basis of an end user consumer particularly with respect to the treatment of VAT and you agree that you do so without any conditions, guarantees, warranties, whether express or implied including but not limited to any warranties or conditions as to satisfactory quality or fitness for a particular purpose, which are expressly excluded to the maximum extent permitted by law. You will not hold us responsible for any loss of profit, business, opportunity, goodwill, reputation, revenue or savings you expect to make, wasted expenditure or data being lost or corrupted. Nor will you hold us liable for damages which may or may not have been foreseeable at the time you entered the contract.
4.3 You shall comply with any policies or guidelines we publish governing how you are allowed to make use of the Services ("Acceptable Use Policy").
4.4 You shall not use, and shall take all reasonable steps to ensure that no other person uses, the Services:
4.4.1 in a way that does not comply with the terms of any laws or any licence applicable to you or that is in any way unlawful or fraudulent or has any unlawful or fraudulent purpose or effect;
4.4.2 to send, knowingly receive, upload, download, use or re-use any material which is abusive, indecent, defamatory, obscene or menacing, or in breach of any copyright, confidence, privacy or any other rights;
4.4.3 to spam or send or procure the sending of any unsolicited advertising or promotional material;
4.4.4 to cause annoyance, inconvenience or needless anxiety;
4.4.5 to send or upload any material that contains viruses, Trojan horses, worms, time bombs or any other harmful programs;
4.4.6 in a way that does not comply with any instructions that we or our agents have given to you (including instructions that we or our agents believe are necessary for health or safety reasons or to maintain the quality of the Services);
4.4.7 to store more than 1000 emails or 100MB of emails in your email account with us;
4.4.8 to send POP emails greater than 10MB in size (including attachments) or send emails greater than 3MB in size (including no more than 6 attachments) using the Webmail Interface;
4.4.9 to provide bureau services, or resell the Services, to any person.
4.5 If you have not followed the above guidelines or Acceptable Use Policy, you agree to indemnify us and/or our agents against any costs or losses we and/or our agents may incur as a result of any claims or legal proceedings that are brought or threatened against us and/or our agents by anyone else.
4.6 In order to provide you with the Services, Orange will attach cookies to your system that are essential to enable us to identify you as a Member to understand and facilitate your use of the Services. We also use cookies to ensure that our mailing tools are working correctly. You hereby consent to receiving the cookies by accepting these Terms of Use. Further details on how we use the information generated from the cookies is set out in our Privacy Policy.
5. limitations on the services
5.1 You should note that various elements of the Services are not provided by us but instead by other companies. We are therefore unable to guarantee that such products and services or any websites accessible via the Services are virus or error free. You should check all emails, attachments or files before downloading them.
5.2 We take reasonable steps to safeguard the security of any information you input or send to us in connection with the Services by using secure servers and encryption technology, however, we accept no responsibility for any damage that you may suffer as a result of the loss of confidentiality of such information.
5.3 You acknowledge that licensed telephone operators provide the telephone networks which are utilised by us and therefore we cannot guarantee that the Services will be uninterrupted or error free. Similarly, we cannot guarantee that the transmission of information over the Internet will be secure or that you will be able to access the Internet at all times or at the speeds that we have indicated are available.
5.4 As part of the Member Services we may provide you with email facilities, web hosting and other services that involve us providing storage space on our computers. In order to manage our computers and services we may restrict the amount of storage space provided. Limits may be by reference to the physical amount of web space made available to you, the number of email messages held, the size of any attachments sent or any other method we may specify. We reserve the right to vary these limits from time to time and we will keep you informed by email of any changes. We also reserve the right to refuse to accept material and/or to delete material, which exceeds the relevant limit. The current limit is as set out in Clauses 4.4.7 and 4.4.8 above.
5.5 Internet access is subject to our network traffic management controls. We reserve the right to disconnect you from the Internet after 2 hours continuous use and/or 20 minutes of inactivity during connection. As a consequence, our Any Time dial-up Internet access package may not be suitable for downloading files which require continuous connection in excess of these times.
5.6 We may provide you with software that enables you to use the Services. You must not copy or modify this software (unless allowed by law) or use it for any purpose other than to access the Services in accordance with these Terms of Use. If specified by us, you must only access the Services using this software or in an alternative way that we have authorised.
5.7 The Services and associated software are provided to you for your use only and you must not resell, transfer, assign or sub-licence them or any part of them to any other person.
6. suspension and termination of the services
6.1 If you do not follow the guidelines set out under Clause 4 then we may suspend or terminate the Services. We may also suspend or terminate the Services or any part of them if you fail or have failed to pay any charges for any other service that we or our affiliates may supply or you have used such services in breach of the applicable terms and conditions.
6.2 In the case of Pay As You Go, we reserve the right to suspend or terminate your use of the Services without notice if you do not connect to the Internet using the Member Services at least once in each period of 90 days.
6.3 We reserve the right to suspend, restrict, or terminate your access to the Services or any part of them if we believe your use of the Services causes or is likely to cause the whole or part of the Services to be interrupted, damaged, rendered less efficient or in any way impaired.
6.4 You understand that as a flat rate Internet user, Any Time is not intended to be available on an "always on" basis and we may suspend your access if we think that you are using Any Time in a manner which, in our opinion, makes abnormal demands on the network from a single connection and/or amounts to unreasonably excessive use of Any Time.
6.5 We may need to temporarily suspend any or all of the Services without notice in order to repair, maintain or improve the Services or our network, or in an emergency. If we need to do this we will try to keep you informed and to keep interruptions to a minimum, although we cannot always guarantee to do so.
7. our rights and obligations
7.1 We reserve the right to forward your contact details to the police, or other regulatory or government authorities where properly requested to do so; we may also forward contact details where a complaint arises concerning your use of the Services and where that use is deemed by us to be inconsistent with these Terms of Use.
7.2 Your dealings with, and interest in, promotions, services, or merchants found via the Member Services are solely between you and the person with whom you are dealing unless we expressly state otherwise.
7.3 We, or our merchants and content providers found via the Services, may provide links to other web sites or resources. We are unable to accept responsibility for these web sites or resources; neither have we endorsed their content, products or services merely because they are accessible via the Services.
7.4 We make all reasonable efforts to ensure that all information provided by us in connection with the Member Services is accurate at the time of its inclusion, however, there may be errors, inaccuracies or omissions in respect of such information. If you are aware of any inaccuracies please call our Customer Support Number 0844 412 2202 and we shall make the necessary changes.
7.5 As part of the Service, we provide you with links to websites over which we have no operational control. If you access such websites you do so at your own risk. You shall be solely responsible for any decisions and actions taken based on the information contained on such websites.
7.6 Some modifications may need to be made to your computer to use the Services and it is your responsibility to ensure that such modifications do not invalidate the terms of any warranty or contracts you may have in relation to the computer. We shall have no liability for any claim that your warranty has been invalidated or a contract breached as a result of work carried out by you, us or our agents in order to make your computer operate with the Services.
8. terms and termination of this agreement
8.1 This Agreement will operate from the time we accept all your registration details during the registration process and will continue unless and until terminated by either of us as set out under Clause 6 and this Clause 8.
8.2 You may terminate either:
8.2.1 your use of Any Time and continue to use Pay As You Go and the Member Services (with the use of Pay As You Go or the Member Services being in accordance with this Agreement); or
8.2.2 your use of all the Services and this entire Agreement; at any time and without reason, on the same day as you give notice to us by telephone.
8.3 We may terminate this Agreement or any part of it, at any time for any reason on one month notice to you, unless we terminate pursuant to Clause 6 without notice.
8.4 We may also terminate the Agreement or any part of it or suspend the supply of any of the Services to you, immediately and without notice if:
8.4.1 you breach these Terms of Use;
8.4.2 you or any person using your account misuses the Services in any way, including, without limitation, misuse in the manner set out under Clause 4.4;
8.4.3 bankruptcy or other insolvency proceedings are brought against you, or if you are unable to pay your debts as they become due, fail to make payments as they fall due, or you cancel your continuous payment authorisation preventing us from collecting payment as it becomes due;
8.4.4 you are no longer able lawfully to receive the Services;
8.4.5 you no longer have an appropriate residential telephone account from which the Internet is accessed or satisfy the conditions for becoming a Member as set out in Clause 1.1; or
8.4.6 We can no longer provide the Services or provide the Services in a way that we deem appropriate.
8.5 If the Services are suspended or restricted by us, as described under Clause 6, you must continue paying charges (if applicable) unless and until this Agreement is terminated.
8.6 In the event that this Agreement is terminated for any reason other than under Clause 8.3, you will remain responsible for all charges due under this Agreement until the end of the month in which this Agreement is terminated but you will not be entitled to a refund of any charges already paid in advance. Where we terminate this Agreement under Clause 8.3 and do not offer comparable services to replace the Services you shall be reimbursed for amounts you have paid in advance on a pro-rata basis from the date of expiry of the notice given under Clause 8.3.
8.7 In the event of termination, all the information we are storing on your behalf on our servers may be deleted and in particular we may delete all the emails in your email account.
9. our liability to you
9.1 We do not limit our liability if you die or are injured as a result of our negligence or you suffer loss as a consequence of any fraud by us.
9.2 We screen emails against known viruses using a third party's antivirus software before we deliver emails to your Orange email account. However, it cannot be guaranteed that all viruses, trojans or other items will be filtered out before infecting your computer. We recommend that you protect your computer by installing a virus checker and firewall.
9.3 Orange shall not be liable to you, either in contract, tort (including negligence) or otherwise for any losses which are related to you or your business such as loss of data, loss of profits, loss or revenue or business interruption or any losses which are not reasonably foreseeable by us.
9.4 Except as set out in Clause 9.1 any liability we may have to you is limited to £5000 in any 12 month period.
9.5 We are not liable for any failure to perform our obligations if we are prevented from doing so by an event beyond our reasonable control (which may include, without limitation, strikes; labour disputes; acts of God; war; riot; civil action; malicious acts or damage; compliance with any law, governmental or regulatory order, rule, regulation or direction; any act or omission of any government or other competent authority; accident; equipment or services failure, including the unavailability of third party telecommunications services, lines, or other equipment; fire; flood or storm).
9.6 If any provision of this Agreement is held by a court to be unreasonable, inapplicable or unenforceable such provision will be deemed removed without affecting the remaining provisions.
10. complaints procedure
10.1 If you have a complaint about any aspect of the Services, please let us know by calling the Customer Support Number and we will endeavour to resolve any complaints as soon as is reasonably possible.
10.2 If you are not satisfied that your complaint has been resolved, you can escalate your issue, in writing, to
Orange Customer Care, Orange Home UK Limited,
PO Box 486, Rotherham, S63 5ZX
. Once your complaint has been fully investigated we shall reply to you.
11. giving notice
11.1 Unless otherwise provided in these Terms of Use, any notices must be sent by email, post or delivered by hand as follows:
11.1.1 to you, at the address you have given us or the email address given to us in your registration details or to any other address you provide to us subsequently in accordance with Clause 11.1.2; and
11.1.2 to us by telephone by calling the Customer Support Number or by post addressed to
Orange Customer Care, Orange Home UK Limited,
PO Box 486, Rotherham, S63 5ZX
11.2 In the case of notices sent by email, such notices shall be deemed to be received when capable of being accessed by you. In the case of notices sent by post, such notices shall be deemed to be received on the second business day after posting.
12. changes to the services or the terms of use
12.1 We may alter and/or amend at any time:
12.1.1 any aspect of the Services upon giving you one month notice in advance, of such alteration taking effect, provided such alteration or amendment does not require any material change to this Agreement; and
12.1.2 this Agreement upon giving you one month notice in advance of any such amendment taking effect. If, upon receiving any such notice, you do not wish to continue with the Services, you may terminate the Agreement upon giving us written notice. Subject to Clause 8.6, your notice shall take effect upon the earlier of 7 days from our receipt of your notice or the date upon which the amended Agreement would otherwise have taken effect.
12.2 You will be deemed to have accepted any alteration and/or amendment to the Agreement and/or the Services if you continue to use the Services after the relevant period of notice has expired.
13. other things you need to know
13.1 You may not transfer this Agreement or any part of it to anyone else.
13.2 Without affecting your right to terminate this agreement under Clause 8.2 or your other rights, we may transfer this Agreement to any person taking over the supply of the Services or sub-contract the provision of the Services or any part of it to any other person without your prior consent by giving you notice. We shall ensure that if we sub-contract any of the elements of the Services there shall be no detrimental affect to either you or the Services provided.
13.3 If any part of this Agreement is found to be illegal or unenforceable, this will not affect the validity and enforceability of the remainder of the Agreement.
13.4 If either of us delay or fail to enforce any right under this Agreement that will not be deemed to be a waiver of that right and will not prevent that right or any other right or remedy from being exercised or enforced.
13.5 We intend to rely upon the written terms set out in this Agreement for the Service that we provide to you. We acknowledge that you may receive written and verbal information from our Customer Services staff which shall also be incorporated into this Agreement.
13.6 Nothing in this Agreement is intended to create any rights under the Contracts (Rights of Third Parties) Act 1999, which is enforceable, by any person who is not a party to this Agreement. Nothing in this Agreement shall affect any right or remedy of a third party which exists or is available other than as a result of the aforementioned Act.
13.7 The provision of the Services and the application of this Agreement are governed by English Law and the parties hereby agree to submit to the exclusive jurisdiction of the English Courts in respect of any dispute or matter arising out of or in connection with this Agreement.
These pages were revised on 28th April 2009 and are subject to copyright © Orange Home UK Limited. Version 1.8
hideNotice: These terms and conditions (the "Terms of Use" or this "Agreement") set out the agreement between you and us under which we will provide you with access to the Internet using our Pay As You Go services and related services and applications, for example, email facilities and personal web space. It is, therefore, very much in your interests to read them carefully.
If there is anything in the Terms of Use that you do not understand then please contact our Customer Care Department as soon as possible by calling 0844 412 2202 (the "Customer Support Number"). Please note that calls to the Customer Support Number are charged at national rate and may be monitored for training, security and quality assurance purposes. If you do not understand any of the terminology used in the Terms of Use then please refer to our Internet glossary.
Access to the Internet and our related services and applications consist of two distinct service elements, a telephone access element and Orange Member Services. The Orange Member Services comprise various Internet-based services available to Members of Orange, for example email facilities including POP email (emails sent and received using software applications such as Microsoft's Outlook Express, where the client software resides on your computer) and Webmail Interface (your email account accessed using a web application from any computer connected to the Internet), personal web space, access to the World Wide Web and other services and applications (the "Member Services").
The telephone access element enables your equipment to be connected to and access the Member Services. The telephone access element is provided by the Pay As You Go service, a metered product with per minute call charges ("Pay As You Go").
In this Agreement the term "Services" will mean the Member Services together with whichever of the telephone access elements you use from time to time to obtain access to the Member Services.
Unless otherwise stated, the Services shall be provided to you by Orange Home UK Limited, a company registered in England and Wales (company number 3014367) whose registered office is at St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol BS32 4QJ.
References to "Orange" and to "we", "our" and "us" shall be taken to mean Orange Home UK.
1. Becoming an Orange Member
1.1 You can only become a Member of Orange (a "Member") and maintain your Member Services if:
1.1.1 You have a valid contract for analogue telephone services with a reputable telephone service provider; and
1.1.2 You have a computer with appropriate hardware, software and operating system specifications.
1.2 You can sign up for Pay As You Go using a signup CD-ROM or via our website. If you prefer, you can call the Customer Support Number and complete the initial registration steps by telephone. Once you have successfully registered for Pay As You Go (which will include agreeing to the Terms of Use) and such registration has been accepted by Orange then you will become a Member and you will automatically be able to use the Pay As You Go service and the Member Services.
1.3 You must ensure that the information that you give to us during registration is true, correct and complete. If there are any changes to your registration details you must inform us immediately either by calling the Customer Support Number or by sending us an email.
1.4 By signing up for the Services you consent to our using and/or disclosing your personal data as follows:
1.4.1 processing your application or changes to your registration details, which may involve credit checking by a credit reference agency who may record that a credit check has been made;
1.4.2 disclosing certain personal details including account details to a bank, credit card operator or other payment processor for the purposes of setting up a continuous payment authority;
1.4.3 providing registration details to any telecommunications provider who operates the telephone access network over which the Services are delivered;
1.4.4 providing or arranging for third parties to provide any part of the Services including but not limited to customer care facilities and billing, email and tools and services, which may involve disclosing information about you to third parties solely for this purpose and who may provide such services outside the European Economic Area (EEA) as described in Orange's Privacy and Cookie Policy;
1.4.5 providing you with communications about our Services, special announcements including but not limited to instructions, information, changes to the products, services and prices, organisational and administrative changes; and Service newsletters that shall include but not be limited to Member benefits (which are unconditional rewards rewarding Members for their time with us), competitions and any other relevant information relating to the provision of our Services;
1.4.6 providing personal data to distributors of Orange Internet access products with whom Orange have a commercial relationship for the purpose of accounting and auditing; and
1.4.7 the caller line identification ('CLI') number that is last used to access our Services may be used by Orange to contact you in the event that we are unable to contact you using the telephone number that you provided with your registration details.
1.5 Otherwise, we will only use any personal data you provide in accordance with our Privacy Policy and subject to any preferences set by you during the registration process or subsequently.
1.6 During registration for any of the Services, we will issue you with a username and a password which are essential for your secure use of the Services. You will be responsible for keeping this information confidential and agree to take all necessary steps to ensure that it is kept secure and not disclosed to any unauthorised person. If you think that your username or password has been discovered or is being misused by someone else then you must tell us immediately and take all steps necessary (or requested by us) to prevent such use. If we think there is likely to be a misuse of the Services because of a breach of security we may:
1.6.1 suspend your use of the Services; and/or
1.6.2 change your password and then notify you that we have done this.
1.7 We may accept instructions in connection with the Services from someone we are satisfied has your authority and, you agree that you will be responsible for all use of the Services whether or not authorised by you.
1.8 When you become a Member, we will provide you with Member Services and the Pay As You Go service immediately. The Member Services and Pay As You Go are provided immediately when you register, therefore, you will not be able to cancel the contract under the Consumer Protection (Distance Selling) Regulations 2000 if your contract is for a minimum period.
2. What you will get as an Orange Member
2.1 By becoming a Member, you will be able, using access equipment, for example a personal computer, PDA, Internet-enabled television or WAP telephone (each meeting the relevant specification described on the Orange website), to access the Member Services through a Pay As You Go dial-up telephone connection charged on a per minute basis. Our Internet call packages are described here on the Orange website.
2.2 You will be responsible for any access equipment that you use in connection with the Services and you must use such equipment in accordance with any instructions and safety and security procedures applicable to it. Failure to do so may mean that you are unable to access the Internet and the Member Services.
2.3 You will be able to use certain web pages owned and operated by Orange (including their content, search facilities, directory services, personal web space, email, newsgroups and other Internet services as amended and updated from time to time) that are not available to non-Members. We also offer a number of services that are available to both Members and non-Members through our portal, in respect of which specific terms and conditions, available here on our website, will apply.
2.4 Calls made to access the Member Services must be made by the Pay As You Go service using dial-up numbers that we will provide you with at the time you register for Pay As You Go. Any calls made without using the correct dial-up numbers provided to you by us will remain your sole responsibility. We may make changes to your dial-up numbers at any time. Orange will provide the Member Services and Pay As You Go telephone access to you with reasonable skill and care and in accordance with the provisions of this Agreement.
2.5 In order to prevent spam from entering and effecting the operation of our systems and Service, Orange may take any reasonable measure to block access to or delivery of any email which appears to be of an unsolicited nature and/or part of a bulk email transmission. We may also use within our systems virus screening technology which may result in the deletion or alteration of email and or email attachments, although we do not warrant that such technology will be effective against all virus attacks.
3. Charges
3.1 The charges we will make will depend on the Internet call package or chargeable Member Services that you selected during registration or subsequently. All charges will be made in pounds sterling and a price list for the standard Internet call packages that we offer is available here. Other charging packages may be separately notified to you from time to time.
3.2 Pay As You Go is charged to you either as an 0844 or 0845 call by your telephone service provider depending upon what dial up numbers you have been provided with. All charges shall appear on your telephone bill from your telephone service provider.
3.3 We reserve the right to vary the charges and to introduce new payment methods at any time by writing or sending an email to you notifying you of the changes.
3.4 In the event of a variation to the charges that you pay to your telephone service provider for Pay As You Go, in order for you to continue to use the Service we are required by regulation to change the telephone number that you use to access the Service. You will be requested, in writing, to download new internet settings (including but not limited to telephone numbers) to your computer. In the event that you do not download the new internet settings when requested to do so, we reserve the right to either suspend your access the Internet and/or terminate this Agreement immediately.
4. Your use of the services
4.1 In order to access the Services you must make your telephone number or Caller Line Identification available when connecting to the Services. If you choose to restrict presentation of your telephone number or CLI, we may take such steps as we consider necessary to override that restriction on a per call basis. You consent to any steps we take to override the restriction on the telephone number or CLI presentation in order for us to provide you with the Services.
4.2 If you use the Services for business purposes you agree that you do so without any conditions, guarantees, warranties, whether express or implied including but not limited to any warranties or conditions as to satisfactory quality or fitness for a particular purpose, which are expressly excluded to the maximum extent permitted by law. You will not hold us responsible for any loss of profit, business, opportunity, goodwill, reputation, revenue or savings you expect to make, wasted expenditure or data being lost or corrupted. Nor will you hold us liable for damages which may or may not have been foreseeable at the time you entered the contract.
4.3 You shall comply with any policies or guidelines we publish governing how you are allowed to make use of the Services ("Acceptable Use Policy").
4.4 You shall not use, and shall take all reasonable steps to ensure that no other person uses, the Services:
4.4.1 in a way that does not comply with the terms of any laws or any licence applicable to you or that is in any way unlawful or fraudulent or has any unlawful or fraudulent purpose or effect;
4.4.2 to send, knowingly receive, upload, download, use or re-use any material which is abusive, indecent, defamatory, obscene or menacing, or in breach of any copyright, confidence, privacy or any other rights;
4.4.3 to spam or send or procure the sending of any unsolicited advertising or promotional material;
4.4.4 to cause annoyance, inconvenience or needless anxiety;
4.4.5 to send or upload any material that contains viruses, Trojan horses, worms, time bombs or any other harmful programs;
4.4.6 in a way that does not comply with any instructions that we or our agents have given to you (including instructions that we or our agents believe are necessary for health or safety reasons or to maintain the quality of the Services);
4.4.7 to store more than 1000 emails or 100MB of emails in your email account with us;
4.4.8 to send POP emails greater than 10MB in size (including attachments) or send emails greater than 3MB in size (including no more than 6 attachments) using the Webmail Interface;
4.4.9 to provide bureau services, or resell the Services, to any person.
4.5 If you have not followed the above guidelines or Acceptable Use Policy, you agree to indemnify us and/or our agents against any costs or losses we and/or our agents may incur as a result of any claims or legal proceedings that are brought or threatened against us and/or our agents by anyone else.
4.6 In order to provide you with the Services, Orange will attach cookies to your system that are essential to enable us to identify you as a Member to understand and facilitate your use of the Services. We also use cookies to ensure that our mailing tools are working correctly. You hereby consent to receiving the cookies by accepting these Terms of Use. Further details on how we use the information generated from the cookies is set out in our Privacy and Cookie Policy.
5. Limitations on the services
5.1 You should note that various elements of the Services are not provided by us but instead by other companies. We are therefore unable to guarantee that such products and services or any websites accessible via the Services are virus or error free. You should check all emails, attachments or files before downloading them.
5.2 We take reasonable steps to safeguard the security of any information you input or send to us in connection with the Services by using secure servers and encryption technology, however, we accept no responsibility for any damage that you may suffer as a result of the loss of confidentiality of such information.
5.3 You acknowledge that licensed telephone operators provide the telephone networks which are utilised by us and therefore we cannot guarantee that the Services will be uninterrupted or error free. Similarly, we cannot guarantee that the transmission of information over the Internet will be secure or that you will be able to access the Internet at all times or at the speeds that we have indicated are available.
5.4 As part of the Member Services we may provide you with email facilities, web hosting and other services that involve us providing storage space on our computers. In order to manage our computers and services we may restrict the amount of storage space provided. Limits may be by reference to the physical amount of web space made available to you, the number of email messages held, the size of any attachments sent or any other method we may specify. We reserve the right to vary these limits from time to time and we will keep you informed by email of any changes. We also reserve the right to refuse to accept material and/or to delete material, which exceeds the relevant limit. The current limit is as set out in Clauses 4.4.7 and 4.4.8 above.
5.5 We may provide you with software that enables you to use the Services. You must not copy or modify this software (unless allowed by law) or use it for any purpose other than to access the Services in accordance with these Terms of Use. If specified by us, you must only access the Services using this software or in an alternative way that we have authorised.
5.6 The Services and associated software are provided to you for your use only and you must not resell, transfer, assign or sub-licence them or any part of them to any other person.
6. Suspension and termination of the services
6.1 If you do not follow the guidelines set out under Clause 4 then we may suspend or terminate the Services. We may also suspend or terminate the Services or any part of them if you fail or have failed to pay any charges for any other service that we or our affiliates may supply or you have used such services in breach of the applicable terms and conditions.
6.2 We reserve the right to suspend or terminate your use of the Services without notice if you do not connect to the Internet using the Member Services at least once in each period of 90 days.
6.3 We reserve the right to suspend, restrict, or terminate your access to the Services or any part of them if we believe your use of the Services causes or is likely to cause the whole or part of the Services to be interrupted, damaged, rendered less efficient or in any way impaired.
6.4 We may need to temporarily suspend any or all of the Services without notice in order to repair, maintain or improve the Services or our network, or in an emergency. If we need to do this we will try to keep you informed and to keep interruptions to a minimum, although we cannot always guarantee to do so.
7. Our rights and obligations
7.1 We reserve the right to forward your contact details to the police, or other regulatory or government authorities where properly requested to do so; we may also forward contact details where a complaint arises concerning your use of the Services and where that use is deemed by us to be inconsistent with these Terms of Use.
7.2 Your dealings with, and interest in, promotions, services, or merchants found via the Member Services are solely between you and the person with whom you are dealing unless we expressly state otherwise.
7.3 We, or our merchants and content providers found via the Services, may provide links to other web sites or resources. We are unable to accept responsibility for these web sites or resources; neither have we endorsed their content, products or services merely because they are accessible via the Services.
7.4 We make all reasonable efforts to ensure that all information provided by us in connection with the Member Services is accurate at the time of its inclusion. However, there may be errors, inaccuracies or omissions in respect of such information. If you are aware of any inaccuracies please call our Customer Support Number 0844 412 2202 and we shall endeavour to make the necessary changes.
7.5 As part of the Service, we provide you with links to websites over which we have no operational control. If you access such websites you do so at your own risk. You shall be solely responsible for any decisions and actions taken based on the information contained on such websites.
7.6 Some modifications may need to be made to your computer to use the Services and it is your responsibility to ensure that such modifications do not invalidate the terms of any warranty or contracts you may have in relation to the computer. We shall have no liability for any claim that your warranty has been invalidated or a contract breached as a result of work carried out by you, us or our agents in order to make your computer operate with the Services.
8. Terms and termination of this agreement
8.1 This Agreement will operate from the time we accept all your registration details during the registration process and will continue unless and until terminated by either of us as set out under Clause 6 and this Clause 8.
8.2 You may terminate your use of the Services at any time.
8.3 We may terminate this Agreement or any part of it, at any time for any reason on one month notice to you, unless we terminate pursuant to Clause 6 without notice.
8.4 We may also terminate the Agreement or any part of it or suspend the supply of any of the Services to you, immediately and without notice if:
8.4.1 you breach these Terms of Use;
8.4.2 you or any person using your account misuses the Services in any way, including, without limitation, misuse in the manner set out under Clause 4.4;
8.4.3 bankruptcy or other insolvency proceedings are brought against you, or if you are unable to pay your debts as they become due, fail to make payments as they fall due, or you cancel your continuous payment authorisation preventing us from collecting payment as it becomes due;
8.4.4 you are no longer able lawfully to receive the Services;
8.4.5 you no longer have an appropriate residential telephone account from which the Internet is accessed or satisfy the conditions for becoming a Member as set out in Clause 1.1; or
8.4.6 We can no longer provide the Services or provide the Services in a way that we deem appropriate.
8.5 If the Services are suspended or restricted by us, as described under Clause 6, you must continue paying charges (if applicable) unless and until this Agreement is terminated.
8.6 In the event that this Agreement is terminated for any reason other than under Clause 8.3, you will remain responsible for all charges due under this Agreement until the end of the month in which this Agreement is terminated but you will not be entitled to a refund of any charges already paid in advance. Where we terminate this Agreement under Clause 8.3 and do not offer comparable services to replace the Services you shall be reimbursed for amounts you have paid in advance on a pro-rata basis from the date of expiry of the notice given under Clause 8.3.
8.7 In the event of termination, all the information we are storing on your behalf on our servers may be deleted and in particular we may delete all the emails in your email account.
9. Our liability to you
9.1 We do not limit our liability if you die or are injured as a result of our negligence or you suffer loss as a consequence of any fraud by us.
9.2 We screen emails against known viruses using a third party's antivirus software before we deliver emails to your Orange email account. However, it cannot be guaranteed that all viruses, trojans or other items will be filtered out before infecting your computer. We recommend that you protect your computer by installing a virus checker and firewall.
9.3 Orange shall not be liable to you, either in contract, tort (including negligence) or otherwise for any losses which are related to you or your business such as loss of data, loss of profits, loss or revenue or business interruption or any losses which are not reasonably foreseeable by us.
9.4 Except as set out in Clause 9.1 any liability we may have to you howsoever arising out of this Agreement is limited to £5000 in any 12 month period.
9.5 We are not liable for any failure to perform our obligations if we are prevented from doing so by an event beyond our reasonable control (which may include, without limitation, strikes; labour disputes; acts of God; war; riot; civil action; malicious acts or damage; compliance with any law, governmental or regulatory order, rule, regulation or direction; any act or omission of any government or other competent authority; accident; equipment or services failure, including the unavailability of third party telecommunications services, lines, or other equipment; fire; flood or storm).
9.6 If any provision of this Agreement is held by a court to be unreasonable, inapplicable or unenforceable then such provision will be deemed removed without affecting the remaining provisions.
10. Complaints procedure
10.1 If you have a complaint about any aspect of the Services, please let us know by calling the Customer Support Number and we will endeavour to resolve any complaints as soon as is reasonably possible.
10.2 If you are not satisfied that your complaint has been resolved, you can escalate your issue, in writing, to Orange Customer Care, Orange Home UK Limited,
PO Box 486, Rotherham, S63 5ZX
. Once your complaint has been fully investigated we shall reply back to you.
11. Giving notice
11.1 Unless otherwise provided in these Terms of Use, any notices must be sent by email, post or delivered by hand as follows:
11.1.1 to you, at the address you have given us or the email address given to us in your registration details or to any other address you provide to us subsequently in accordance with Clause 11.1.2; and
11.1.2 to us by telephone by calling the Customer Support Number or by post addressed to Orange Customer Care, Orange Home UKLimited,
PO Box 486, Rotherham, S63 5ZX.
11.2 In the case of notices sent by email, such notices shall be deemed to be received when capable of being accessed by you. In the case of notices sent by post, such notices shall be deemed to be received on the second business day after posting.
12. Changes to the services or the Terms of Use
12.1 We may alter and/or amend at any time:
12.1.1 any aspect of the Services upon giving you one month notice in advance, of such alteration taking effect, provided such alteration or amendment does not require any material change to this Agreement; and
12.1.2 this Agreement upon giving you one month notice in advance of any such amendment taking effect. If, upon receiving any such notice, you do not wish to continue with the Services, you may terminate the Agreement upon giving us written notice. Your notice shall take effect upon the earlier of 7 days from our receipt of your notice or the date upon which the amended Agreement would otherwise have taken effect.
12.2 You will be deemed to have accepted any alteration and/or amendment to the Agreement and/or the Services if you continue to use the Services after the relevant period of notice has expired.
13. Other things you need to know
13.1 You may not transfer this Agreement or any part of it to anyone else.
13.2 Without affecting your right to terminate this agreement under Clause 8.2 or your other rights, we may transfer this Agreement to any person taking over the supply of the Services or sub-contract the provision of the Services or any part of it to any other person without your prior consent by giving you notice. We shall ensure that if we sub-contract any of the elements of the Services there shall be no detrimental affect to either you or the Services provided.
13.3 If any part of this Agreement is found to be illegal or unenforceable, this will not affect the validity and enforceability of the remainder of the Agreement.
13.4 If either of us delay or fail to enforce any right under this Agreement that will not be deemed to be a waiver of that right and will not prevent that right or any other right or remedy from being exercised or enforced.
13.5 We intend to rely upon the written terms set out in this Agreement for the Service that we provide to you. We acknowledge that you may receive written and verbal information from our Customer Services staff which shall also be incorporated into this Agreement.
13.6 Nothing in this Agreement is intended to create any rights under the Contracts (Rights of Third Parties) Act 1999, which is enforceable, by any person who is not a party to this Agreement. Nothing in this Agreement shall affect any right or remedy of a third party which exists or is available other than as a result of the aforementioned Act.
13.7 The provision of the Services and the application of this Agreement are governed by English Law and the parties hereby agree to submit to the exclusive jurisdiction of the English Courts in respect of any dispute or matter arising out of or in connection with this Agreement.
These pages were revised 28th April 2008 and are subject to copyright © Orange Home UK Limited. Version 1.5
hide1. our code of practice
Our customers are an important part of our business, and making sure you're happy with our services is at the heart of everything we do. So we've put this code of practice together to make sure you have the latest information on our products, services and customer-care policies, including how to contact us if you have any questions.
We'll follow this code of practice to make sure that we:
- act fairly and reasonably when in contact with you
- help you to understand how our products and services work
- deal with any complaints quickly and fairly
- make sure that all our products and services keep to relevant laws and regulations
- make copies of this code available on our website and in writing (including in large print, on audio tape and in Braille)
- train all our staff and contact centre agents to follow this code at all times
2. who we are
We are an internet service provider and we're part of the France Telecom group.
Orange Home UK Limited is a company registered in England and Wales (company number 3014367). The registered office is:
St James Court
Great Park Road
Almondsbury Park
Bradley Stoke
Bristol
BS32 4QJ
In this document, the term 'we' refers to either Orange Home UK Limited or Orange Personal Communications Services Limited, depending on who we're talking about.
3. approval and review
This code has been approved by Ofcom for the purposes of section 52 of the Communications Act 2003. The Guidelines for producing codes of practice are on Ofcom's website at ofcom.org.uk
4. how to get a copy
You can also order a copy by calling 0844 873 8586 between 7am and 11pm, any day of the week. (Calls will cost 5p a minute from a BT landline, Orange Home phone or your second phone line if you have one. Charges from other networks may be different and calls might be recorded)
Our code is also available in large print, audio and Braille formats.
5. our offer - how to order our services
We offer a wide range of great value packages:
- Dial-up Pay As You Go: No monthly fee, you simply pay local call rates for your time online as charged by your existing phone supplier. Click here to find out more: orange.co.uk/time/dialup
Home packages
- broadband: We offer a choice of broadband packages - please see our website for further details. Click here to find out more: orange.co.uk/time/broadbandaccess
- home phone: Orange offers a home phone line service included in some of the broadband packages. One of these also includes a line rental option. Click here to find out more: orange.co.uk/time/talk
- second line: this phone service is only available on our packages that include the wireless router that we call the Livebox. By plugging an ordinary phone into the Livebox, you'll get a second phone line to make and receive calls. Click here to find out more orange.co.uk/time/talk/secondline
More details of these services and charges are located at orange.co.uk
What is a broadband usage allowance?
A usage allowance is measured in Gigabytes (GB). Your monthly usage allowance lets you download things, such as receiving e-mails, looking at web sites and opening files people have sent you. It also allows you to upload things - for example sending e-mails and files, up to the GB allowance you choose. If you regularly go over your monthly allowance, we could suspend your service or reduce the speed at which your broadband works. Some of our packages will have a usage allowance, and some will have an unlimited usage allowance (which is subject to our Fair Use Policy). More information is available here: orange.co.uk/terms/7094.htm
Usage allowance for home phone and second line
The second line Service is subject at all times to a limit of 1,000 minutes on outgoing international calls, for each billing period. The second line service has a maximum call duration of two hours per call.
The Orange home phone service is subject at all times to a limit of 1,000 minutes on the outgoing inclusive evening (6pm to 6am Monday to Friday) & weekend (midnight Friday to midnight Sunday) for each billing period. These call types have a maximum call duration of two hours per call. After that, these calls will be charged at standard rates.
If you go over any of the limits we've explained above, either for the broadband, home phone or second line service, then this will mean you've broken the Fair Use Policy. We might then keep a close eye on your usage, and if we feel it's necessary, we may not allow you to continue using that service. You can view our Fair Use Policy here: orange.co.uk/terms/7094.htm
How to Order
To order any of our services and find information on prices please visit orange.co.uk, or call us on 0844 873 8586 between 7am and 11pm, any day of the week, (calls will cost 5p a minute from a BT landline, Orange Home phone or your second land line if you have one. Charges from other networks may be different and calls might be recorded). You can also visit any Orange shop.
For some of our packages, we'll need to run a credit check before we can give you the service.
If you are an existing customer you can change your package on Member Centre. If you go on to our website and follow the instructions for an existing customer, it'll take you to the right place, or click here: orange.co.uk/membercentre
6. Minimum-term contracts for our products
For some of our products the contract runs for a minimum term, which you would have been told about when you joined us or if you changed your package with us. The details of your terms of use can be found here: orange.co.uk/terms/internet
7. contract start dates
We'll always aim to provide your internet access within a reasonable time of you applying for it. As there are a few different things we need to do to set you up with each different part of your package, the start date depends on which product you choose.
broadband
We'll carry out checks to make sure you can get broadband, and your start date will begin when the service or any part of it, is first made available to you. We will normally get you up and running within 10 working days.
second line
Once your Home Broadband and Livebox has been set up, please call us on 0800 975 0585 to activate your second line service. This is a freephone number, although call rates from mobile operators may vary
home phone
If you have chosen a home package which includes home phone it may take up to 20 working days from the day you order, for your telephone service to be transferred to Orange.
If you have chosen a package without line rental, please remember that you will need to continue to pay your existing provider for line rental.
dial-up Pay As You Go
You'll get access to the internet as soon as you download the correct settings.
8. our terms of use
You can view our Terms of Use here: orange.co.uk/terms/internet. Our terms of use describe the contract between you and us. The terms of use that apply to you depend on your package.
- If there's anything you don't understand in the terms of use relating to our Dial-up Packages, or if you'd like a printed copy of the terms of use, phone customer support on 0844 412 2202 between 8am and 10pm, any day of the week.
- If you have any questions about the terms of use for Home Broadband and our telephone services, then just call 0844 873 8586,(or 0844 871 0079 if you're on a Starter package) between 7am and 11pm, any day of the week.
(Calls to 0844 numbers cost 5p a minute from a BT land line, Orange Home Phone or your second line, if you have one. Calls from mobiles and some other networks may cost more. Calls may be recorded for quality checking purposes.)
9. Customer support
Making sure that you are satisfied with our services is very important to us. The following sections describe our approach to customers and the kind of support we offer to them.
If you'd like more details, contact the relevant customer support line for your package, we describe this in points 11 and 12 below.
Remember that calls to 0844 numbers cost 5p a minute from a BT land line, Orange Home Phone or your second line, if you have one. Calls from mobiles and some other networks may cost more. Calls may be recorded for quality checking purposes). Customer support lines are open every day from 8am to 10pm for dial up customers and from 7am to 11pm for broadband customers.
10. How to cancel your account and our refund policy
We hope that you won't want to leave us. But if you do, then simply follow the steps below to cancel. Please also see section 15. If your payments are not up to date, we'll suspend your account but we won't cancel it, and you will still have to pay any outstanding charges.
Call our broadband support team on 0844 873 8586, (or 0844 871 0079 if you're on a Starter package). You can cancel at any time before your start date, but after that you are tied in to the contract for the minimum term.
The start date for your package is the date that your broadband service is activated (which we will have confirmed by e-mail) or when you first start to use the home broadband service, whichever is first.
If you want to end your contract during your minimum term, you will have to pay all the charges due for the rest of the period. This does not affect your legal rights.
We also offer a cooling-off period that is 7 days from the date of registration or the time it takes for the broadband service to be activated (whichever comes first).
Leaving our Home package to go to another service provider
If, during the minimum term of the contract, you want to leave and go to another broadband provider, you will have to pay the charges for the remaining period of the contract. To move you need to phone us on the number above. If you don't, and you're no longer in your minimum term, your account will still be open and we will continue to charge you for the service.
If you are on our Home Phone packages, before leaving us you need to ensure you are aware you will lose your inclusive call minutes. Once this is closed, your calls will be charged by your line rental provider, at their rates.
If you're on our Home Phone package which includes line rental, before leaving us you need to ensure you have also arranged for your telephone service to be switched to a new provider, including your line rental.
broadband
To go to another service provider you need a migration authorisation code (MAC).
Receiving a MAC code doesn't immediately cancel your account. Our broadband service will continue until your new provider is ready to start your new service. The time it takes for this to happen depends on your new provider. When this happens, your account with us will end.
You may also want to cancel your direct debit with the bank. However, please make sure you let us know at the same time.
second line
You can end your second line phone service at any time. To cancel this service, call customer support on 0844 8738586. When you end the contract you need to return the Livebox to us, along with any other equipment we loaned to you. If you don't return the equipment in good working order within 30 days, we can charge you for them.
dial-up Any Time
(only for existing customers - package no longer available for new customers to join)
You can close your Dial-Up Any Time account at any time. Simply call customer support on 0844 412 2202. Remember that you pay for the service in advance, so it may be worth waiting until just before your next payment is due before calling to close your account. Also see sections 6 and 14 of this Code.
You may also want to cancel your direct debit with the bank. However, please make sure you let us know at the same time.
dial-up Pay As You Go
There is no need to call us, you can just stop using your account.
You will not be able to use your e-mail after you have not used the account for 219 days. If you cancel and then change your mind within 259 days, you can always come back to us by opening your account up again online or with a CD.
When you end your account, we may delete all the information we are storing for you. This also means that we may delete all the e-mails in your e-mail account.
11. How to change your address or personal details
This depends on what package you have. We want to help you sort things out as smoothly as possible, so please follow the steps below for your particular package.
broadband, home phone
You need to call customer support on 0844 873 8586 (or 0844 871 0079 if you're on a Starter package). If you're changing your phone number or are moving house, remember to have your new number handy so we can check you are moving to an area that has broadband available. If you are on a package that includes line rental, your phone line will be transferred first in the event that you move house. Your home broadband will be set up after your phone line is in place. This may take up to 25 working days.
If the area you are moving to does not have broadband, or your new home does not have a pre-existing BT phone line, we will not be able to provide you with a broadband service any longer.
If we have to cancel the account because your new house doesn't support broadband, you will need to pay any amounts that would have been due for the remaining part of the contract.
second line
This will be done when you update your home broadband details.
dial-up packages
You need to call customer support on 0844 412 2202 with your new details and we'll update your account details on the same day. If you are changing your phone number, remember to have your new number handy.
We can only talk about account details with the person who signed up for the account unless we have the account holder's permission for someone else to call. It is much easier if the account holder calls in about any account issues.
12. How to get help with technical problems
It's very important that you have all the help you need so you can get the most out of our products and services. Here's how you can get help with technical problems.
First click on the 'help and support' tab on our homepage or click help.orange.co.uk. The information there is always updated and you may find your question has already been answered.
For broadband, home phone and second line
Orange broadband support advisers are happy to talk through your problem (including second line and Livebox issues). Phone 0844 873 8586 (calls to 0844 numbers cost 5 pence a minute from a BT land line, Orange home phone or your second phone line (if you have one).Calls from mobiles and some other networks may cost more. Calls may be recorded for quality checking purposes. The lines are open 24 hours a day, seven days a week).
If you are on a Starter package, call 0844 873 586. (The lines for this number are open 24 hours a day, seven days a week. The call costs 50p a minute from BT landlines. Calls from mobiles and some other networks may cost more. Calls may be recorded and will last for no more than 60 minutes including the address information.)
If you are using an Apple Macintosh computer and need technical support, please call 0844873 8586. (Lines are open 24 hours a day, seven days a week. Calls are charged at 50p per minute from BT land lines; calls from mobiles and some other networks may cost more. Calls may be recorded and will last a maximum of 60 minutes.)
Please try to be next to your computer when you call and make sure it's turned on.
For dial-up packages
If you would like to talk your problem through with someone, phone our technical support team on 0844 412 2202 to help with Outlook Express, Internet Explorer or connecting to the internet.
If you have an Apple Mac, ring our support line on 0844 412 2202.
Try to be next to your computer when you call and make sure it is turned on. Make sure you contact us from a separate line, as you may need to connect to the internet to solve any problem you may be having.
(The lines for this number are open 24 hours a day, seven days a week. The call costs 50p a minute from BT landlines. Calls from mobiles and some other networks may cost more. Calls may be recorded and will last for no more than 60 minutes including the address information)
13. Cost of our services
See full details of prices of the Home packages, home phone calls and second line calls by:
- visiting our website
- visiting any of the Orange Stores
- calling customer support on 0844 873 8586, (or 0844 871 0079 if you're on a Starter package)
Calls to 0844 numbers cost 5 pence a minute from a BT land line, Orange Home Phone or your second phone line (if you have one).Calls from mobiles and some other networks may cost more. Calls may be recorded for quality checking purposes
14. Paying for our products and services
Our products are very different from one another, so how you can pay will depend on which package you choose.
broadband, second Line, home phone
You can pay for Home Broadband, second Line and Home phone by Direct Debit, Mastercard, Visa, Delta or American Express. You will get one single statement per month including all the services you have registered for.
Please note that if you pay your bill by credit or debit card, you'll pay an additional monthly surcharge, so we recommend Direct Debit instead.
We'll take the first monthly fee as soon as your account is active and we'll then take a payment on or around the same date each month.
For example, if your service became available on 11 April, we will take your payments on the 11th of each month (or as near as possible to it) from then on.
If you pay by direct debit, the payment will be taken from your account up to 10 working days after it's due. We won't be responsible for any bank charges you have to pay as a result of you not having enough money in your bank or building society account.
If you have difficulties paying your bill, please call customer support on 0844 412 2202 for Dial-Up Any Time, 0844 873 8586 for Home Broadband, or 0844 871 0779 if you're on a Starter package (calls to 0844 numbers cost 5 pence a minute from a BT land line, Orange Home Phone or your second phone line (if you have one).Calls from mobiles and some other networks may cost more. Calls may be recorded for quality checking purposes)
Your second line call charges will be added to the monthly broadband bill that you can see. You can find this by logging on to: orange.co.uk/membercentre
The statement in your account will show details of all your calls, including those that are free of charge.
Dial-up Any Time
(for existing customers only - package no longer available for new customers to join)
We will collect your monthly fee in advance using the payment method you chose when you signed up. You can choose to pay by direct debit, Visa, Mastercard or Delta. Please note that if you pay your bill by credit or debit card, you'll pay an additional monthly surcharge, so we recommend Direct Debit instead.
We'll take your first payment within 28 working days of when you register. We'll continue to use the payment details you gave us when you registered until you give us new instructions.
If you pay by a credit card, make sure you remember to give us your new credit card details when your existing one stops being valid, you can do this online
Dial-up Pay As You Go
The charges for using the internet will appear on your phone bill, whichever telephone provider you use.
15. Ending your services if you haven't paid
We want to help you pay our charges and have tried to make the process as easy as possible.
- We will e-mail you straight away if we have not managed to collect a payment. We will send this message to the e-mail address you supplied when you registered.
- If we still can't get payment, we may write to you to let you know what to do to stop us closing your account.
- If we still don't hear from you, we will suspend or close your account.
- If you are not sure what to do, phone customer support on on 0844 873 8586, (or 0844 871 0079 if you're on a Starter package) or 0844 412 2202 for dial-up packages.
(calls to 0844 numbers cost 5 pence a minute from a BT land line, Orange Home Phone or your second phone line (if you have one).Calls from mobiles and some other networks may cost more. Calls may be recorded for quality checking purposes)
16. Protecting your personal information
We take your privacy seriously. If you would like more information on how we use your information, see our privacy policy.
We keep to the Data Protection Act and other relevant data-protection laws.
The Data Protection Act
The Data Protection Act 1998 gives people a number of rights over how their personal information is processed. One of these rights entitles you to get almost any organisation to:
- tell you whether they are processing your personal information
- tell you why they are processing your personal information
- tell you who will receive or process the personal information they hold on you
- give you a copy of any personal information we hold, in a way you can understand
- respond to your request within 40 days
Asking us about information we hold
To deal with your request, we can ask for certain things from you. If you decide you want to ask us about the information we hold about you, we will send you an application form to fill in, along with a letter explaining how to make the request. The application form will ask you to:
- provide details about your account
- provide details about you (for example, your date of birth and contact details)
- tell us what information you want to see or ask about
- give us any information that will allow us to identify the information you want
- provide proof of your identity
- send a cheque for £10 to cover our administration costs
We often find that people want access to their information under the Data Protection Act to help them with matters not connected with our service. To help us identify what information you want, it's helpful if you can give us any background information relevant to your request. But you don't have to.
If you would like an application form or more information on how to ask for information, please fill in the form on our website.
We will need your contact details to respond to your enquiry. However, we will not use this information for any other purposes.
Your enquiry will be processed by one of our authorised agents.
We also keep to the British Code of Advertising, Sales Promotion and Direct Marketing, which you can see on our website.
If you want to know what personal information we hold about you please request a Subject Access Request from here: orange.co.uk/communicate/13409.htm
17. Communicating with you
Some of the information we send you is to help you get more out of your service. Here's an idea of the kind of things you'll get.
- Special announcements - we will give you details of any relevant special offers that might apply to you
- Service announcements - we will communicate with you to let you know about any changes in our policies, this code of practice or any relevant terms of use.
- Marketing communications - we keep to direct marketing best practices so will only send you marketing information you agreed to when you registered with us. If you agreed to receive marketing information but have registered with either the mailing or phone preference services you will be removed from any communication and special offers we send.
If you would like to change your choice of information you receive by e-mail, contact the address provided in each message or phone us on 0844 873 8586.
(calls to 0844 numbers cost 5 pence a minute from a BT land line, Orange Home Phone or your second phone line (if you have one).Calls from mobiles and some other networks may cost more. Calls may be recorded for quality checking purposes)
If you would like to stop receiving marketing calls from us and other companies, contact the Telephone Preference Service: mpsonline.org.uk/tps. Calls should stop after 28 days.
If you would like to stop receiving marketing direct mail from us and other companies, please contact the Mail Preference Service: mpsonline.org.uk
18. Disability policy
We currently provide our terms of use, code of practice and bills in large print, on audio tape or in Braille. If you need a copy, phone customer support on 0844 412 2202 or you can see them on our website.
Our second line service does not currently support text relay. Disability text relay services are compatible with the Orange Home phone service.
Orange also offers a number of DQ services. For more information about pricing for DQ services please click here: orange.co.uk/time/talk/homephone
Our complaint handling teams are committed to meeting your needs. Our policy is to welcome customers with disabilities and we are committed to taking positive steps to provide any support they need.
19. What to do if your Livebox has been lost, stolen or damaged
You must tell us immediately by calling customer support on 0844 873 8586. You will be responsible for paying our charges for it until you do. We will replace the Livebox, if appropriate, as soon as we can, but we can charge you for this.
(calls to 0844 numbers cost 5 pence a minute from a BT land line, Orange Home Phone or your second phone line (if you have one).Calls from mobiles and some other networks may cost more. Calls may be recorded for quality checking purposes)
20. Protecting customers
We aim to provide a service that is safe for all our customers.
To report anyone abusing our services in any way, click here: orange.co.uk/communicate/safety/abuse.
The internet gives people access to a lot of adult material, which will concern many parents. We have published some guidelines on how parents can help protect their children. To read our advice on protecting children on the internet, click here: help.orange.co.uk/sessionBegin.do?solutionId=kb4345
Orange offers a wide range of technical safeguards to its Internet and mobile customers and has a dedicated safety team to ensure any concerns are addressed. These safeguards include:
- A free privacy service with parental controls to protect minors from harmful or inappropriate material. The parental controls function lets parents or carers choose what children can do and see online and offers a facility to manually block or allow websites which gives you greater control over the standard service.
- Free anti-virus and spam filters are available on our email service
- We offer users of our Internet search service a 'safe search' function to control results
- Orange operates a 'notice and take down' procedure for reported inappropriate content on our web portal and provides clear links from various services to enable users to report abuse of any sort.
- Orange uses the IWF list of illegal child abuse websites to prevent inadvertent access to such images on both our fixed and mobile platforms.
Orange offers also great security packages: you can find more information here orange.co.uk/membercentre/security
You can find more information about how Orange deals with Security here: orange.co.uk/safety
21. How to get help if you are being "spammed"
Our e-mail service scans all your incoming e-mails for potential spam and viruses. However, we do also suggest that you have an anti-spam or virus software package installed. Orange offers great security packages. You can find more information here: orange.co.uk/membercentre/security
We can take action against other Orange customers who have been sending spam. To allow us to investigate a complaint of spam, please read our instructions on reporting abusive e-mails. Otherwise, you can contact the internet service provider of the person sending you the spam.
22. Access to premium-rate websites and "rogue diallers"
The charge you pay us for access to the internet does not include charges to premium-rate services on the internet. Any call charges run up by you visiting premium-rate websites will be added to your phone bill and will not appear in your Dial-up Any Time or Home Broadband statements. We are not responsible for charges arising from using premium-rate services though the internet, and you are responsible for making sure you have the right connection settings. You should take the measures we've explained in this document to protect you against unexpected charges.
Some companies ask you to download diallers in order to get to premium-rate or restricted content, such as sports highlights, music downloads or adult content. After you have downloaded and run the dialler, it will disconnect your dial-up connection and connect your computer to a premium-rate number.
Sometimes, diallers can connect your computer to the internet without you knowing. In some cases, you may not know that the number you are connecting on has changed. These are generally called 'rogue diallers'.
Rogue diallers can affect you if you accept a download or installation, or can be delivered by a virus. You should always be suspicious of new download or installation requests if they are not expected (for example, if you are just browsing web pages when a request to download appears). In most cases the rogue dialler will connect you to the internet on premium- or international-rate numbers with very high call charges.
If you think you have fallen victim to a rogue dialler which has lead to you running up high call charges, PhonepayPlus (phonepayplus.org.uk) offers information and advice on its website.
The PhonepayPlus site also features a search facility which will help to trace the premium-rate phone number you have dialled. PhonepayPlus also gives more details on how to make a complaint.
For more information you can also visit our help article on protecting your PC against rogue diallers: help.orange.co.uk/sessionBegin.do?solutionId=kb145
23. What to do if you are receiving nuisance calls
Malicious calls can be offensive, threatening, or just very annoying. They may also be a criminal offence under the Communications Act 2003 (Misuse of telecommunications).
If you are getting nuisance calls, call our customer support line on 0844 873 8586 for advice.
(calls to 0844 numbers cost 5 pence a minute from a BT land line, Orange Home Phone or your second phone line (if you have one).Calls from mobiles and some other networks may cost more. Calls may be recorded for quality checking purposes)
24. Number Translation Services (NTS) and Premium rate services (PRS)
Number Translation Services (NTS) - 08 numbers
Number translation services are types of non-geographic numbers where the number dialled does not relate to a specific geographic location, but instead relates to a particular service or organisation. This allows the organisations using these numbers to change physical location without having to change their telephone number and to have a national presence.
Some NTS numbers also enable organisations to share the revenues generated by the telephone calls made to the numbers. These are shared between the organisation offering the service (the Service Provider - or SP), the Originating Communications Provider (OCP) from whose network the call is originally made, and the communications provider who manages (terminates) the calls to the Service Provider (the Terminating CP - or TCP).
The majority of the money is shared between the TCP and the SP. The OCP who collects the money from the customer on behalf of themselves, the TCP and SP via the customer's telephone bill, receives only a small proportion of the overall revenues generated.
Tariffs for accessing NTS numbers are shown in our tariff guides - available on our website or calling customer support on 0844 873 8586.
Premium Rate Services (PRS)
What are Premium Rate Services?
Premium rate services offer some form of information service or entertainment that is charged to your phone biller deducted from your pre-paid credit. They include TV vote lines, competitions, mobile ringtones and logos, as well as text or voice information and entertainment services and directory enquiry services. They cover voice and text, as well as photo, video and mobile internet services.
How are Premium Rate Services charged?
If you're calling a voice service on a number beginning 09, the charge will appear on your bill or be deducted from your pre-paid credit in the same way as another type of call. The amount that you are charged will vary according to the number which you are calling, although it will be higher than calling a "geographic number" beginning 01, 02 or 03.
As the charges differ from those for calling geographic numbers, calls to PRS numbers will be excluded from any inclusive bundles of minutes. Calls are charged at up to £1.70 per minute or per call depending on the kind of service that you are calling. Some calls may be subject to a minimum charge.
The revenue-sharing arrangements that apply to NTS numbers, described above, also apply to charges for calls to premium rate services.
PHONEPAYPLUS is the industry-funded regulatory body for all premium rate services. Its remit covers three areas:-
- numbers beginning with 09
- directory enquiry services on numbers beginning 118
- reverse billed short codes, where you are charged for receiving the content/messages, which will be 4 or 5 digits, beginning with either 8, 6 or 2
PHONEPAYPLUS regulates premium rate services in their entirety - their content, promotion and overall operation. Its role is to prevent consumer harm. Amongst other things, it requires: clear and accurate pricing information; honest advertising and service content; appropriate and targeted promotions.
PHONEPAYPLUS' powers come from its Code of Practice which must be complied with by any service provider that is providing a premium rate service. As explained above, where those services are provided via SMS, Orange will have a commercial relationship with that service provider. That means, if the service provider is not complying with the Code of Practice, PHONEPAYPLUS can direct Orange to suspend the service or not to transfer/share the revenue generated to the service provider. There are various ways in which you may choose to limit your access to premium rate services.
Barring
As explained above, Orange groups 09 numbers into five separate pricing bands. By default, all customers (except business customers) will be able to call numbers only in bands 1-3. However, you may choose to bar your access or obtain access to all of those bands, which you can do simply by calling customer services.
Unsubscribing
Rather than being one-off transactions i.e requesting and paying for a single ringtone or logo, some premium rate services operating on SMS shortcodes are subscription services. This means that you agree to be charged on an ongoing basis e.g. for regular horoscopes or football scores until you decide to unsubscribe. Unsubscribing should be achieved by texting STOP to the shortcode which is sending you the messages, but if you experience any difficulties you should call Orange customer services who will be able to give you the contact details of the service provider sending you the messages, so you can get in touch with them directly.
Contact Orange
If you have any general query or complaint about voice or text premium rate services, you should firstly contact Orange customer services. If you believe that you have been charged for a service which you have not requested or to which you have not subscribed, they will be able to provide information on obtaining a refund. If you are experiencing problems with a particular shortcode, they will be able to give you details of the service provider operating the service, how to contact them and how to stop the service, usually by texting STOP to the shortcode.
(Alternatively, you can visit PhonePayPlus.org.uk/consumers to check the number yourself to get the same information. The PHONEPAYPLUS website will also enable you to get information about 11 digit numbers beginning 09, which is not available from Orange customer services.)
If you are unhappy with the response which you have received from Orange customer services, you may request that your complaint be escalated. Ultimately (after you have completed Orange's internal complaints procedure), you may be able to refer your complaint to Orange's external dispute resolution scheme known as CISAS (see Section above for details).
However, if your complaint relates to premium rate services, it may well be more appropriate for you to contact the service provider or PHONEPAYPLUS (see below) as the next step.
Contact the service provider
Orange is not responsible for the actions of independent service providers, so you need to contact them directly if you want further information about the service being provided, if you are unable to stop the service or have any further complaint. All service providers should have customer service facilities
Contact PHONEPAYPLUS
If you do not get a satisfactory response from the service provider, you may wish to make a formal complaint to PHONEPAYPLUS. It investigates complaints and has the power to fine companies and bar access to services if its Code of Practice is breached. It can also bar the individual(s) behind a company from running any other premium rate services under any company name on any telephone network for a defined period. Lesser problems can be dealt with by issuing formal reprimands or ordering companies to come to PHONEPAYPLUS for prior approval.
PHONEPAYPLUS' service is free to consumers and fully independent. Its contact details are:
PHONEPAYPLUS
FREEPOST WC5468
London SE1 2BR
Telephone 0800 500 212 between the hours of 8.00am and 6.00pm, Monday to Friday
PhonePayPlus.org.uk
But before making a formal complaint, you should first check that your complaint falls within one of the three areas of its remit and that it is not already investigating the service/promotion about which you wish to complain.
You should also compile all of the necessary information. More detailed information about how to do all of this and how to submit your complaint (together with access to the online complaint form) is available on the consumer section of the PHONEPAYPLUS website under 'How to Complain'. For queries solely in relation to Orange's compliance with this code, contact Simon Grossman.
25. What to do if you want to complain
We want to give all our customers an excellent service. But sometimes we might get it wrong. When we do, we want to know how we can fix it.
We've developed the complaints procedure below, which gives you three ways to contact us if you have a problem with our services.
If you want to talk to us about the problem you can phone us and we will try to sort your complaint out while you are on the phone. If this is not possible, the adviser will agree a course of action with you.
- For Dial-up Packages you can call us on 0844 412 2202
- For Home Broadband and second line you can call us on 0844 873 8586 (or 0844 871 0079 if you're on a Starter package.)
(calls to 0844 numbers cost 5 pence a minute from a BT land line, Orange Home Phone or your second phone line (if you have one). Calls from mobiles and some other networks may cost more. Calls may be recorded for quality checking purposes). Customer support lines are open every day from 8am to 10pm for dial up customers and from 7am to 11pm for broadband customers
- If you would like to e-mail us, simply go to our help channel and follow the instructions. We aim to reply to all emails within 48 hours. However, remember that email is not a secure way to exchange personal or sensitive information.
- If you prefer to send a letter, then you can send your complaint to:
Orange Customer Care
PO Box 486
Rotherham
S63 5ZX
26. How we will deal with your complaint
This will depend on how you make your complaint. However, when you contact us we will need to ask for:
* your e-mail address
* the phone number you use for connecting to the internet
* your date of birth
* your full postal address
* your password
If you can have this information to hand or include it in your original complaint, it will speed things up.
Once we receive your complaint we will record it. If you write to us we will give you a reference number, which we will let you know and will ask you to quote whenever you contact us about the complaint.
We do try to settle all complaints immediately, but sometimes we may have to investigate the matter before we can get back to you. We aim to reply to complaints made by e-mail within 48 hours, and complaints made in writing within 5 working days of us receiving the letter.
If you're not satisfied with the way we deal with your complaint, you should ask for it to be considered again by someone with more authority. You can do this immediately if you are on the phone or we will arrange for someone to contact you. If you have asked for this by e-mail or letter, you will receive a response within 48 hours for e-mails and for complaints in writing, within 5 working days of us receiving the letter.
If you are still not satisfied, ask for it to be considered again. If you still do not agree with what we have said or done, our Complaint Review Service will look into the matter. We'll then give you details of where to send your complaint. See also Section 27 Useful addresses.
After asking us to refer your complaint to someone with more independence, you may also find it useful to speak to the Internet Service Providers Association (ISPA) whose contact details are in section 27 below. However please note that this does not affect your rights (as set out in section 26 below) to refer your complaint to an alternative dispute resolution service.
27. What to do if you are still not happy with us
If we reach a deadlock situation with your complaint, we will confirm that there is nothing more we can do and give you a reference number. You can then refer the dispute to the Communications and Internet Services Adjudication Scheme (CISAS).
Or, if we have not given you a satisfactory response to your complaint after 3 months, you can refer the complaint to CISAS.
CISAS is an independent scheme, run by the Chartered Institute of Arbitrators, that deals with disputes.
When your dispute goes through the scheme, a person called an independent adjudicator decides how to settle it. Once the dispute has been referred to CISAS, any offers we have previously made to solve the problem will be withdrawn.
To get more details on how to refer a dispute to CISAS please contact them:
CISAS
24 Angel Gate
City Road
London
EC1V 2PT
Telephone 020 7520 3827
Fax 020 7520 3829
cisas.org.uk
If you are unhappy about the way we or CISAS have handled your complaint you can contact Ofcom at the address below.
28. Useful addresses
ISPA
Internet Services Providers' Association
28 Broadway
London
SW1H 9JX
Phone: 0870 050 0710
Fax: 0870 033 7205
ispa.org.uk
Ofcom
Office of Communications
Riverside House
2A Southwark Bridge Road
London
SE1 9HA
Phone: 020 7981 3040
Fax: 020 7981 3334
ofcom.org.uk
PhonepayPlus
Independent Committee for the Supervision of Standards of Telephone Information Services
Clove Building
4 Maguire Street
London
SE1 2NQ
Phone: 0800 500 212 (between 8am and 6pm, Monday to Friday, excluding bank holidays)
Fax: 020 7940 7456
phonepayplus.org.uk
By accessing, browsing and/or using orange.co.uk you agree to the following terms.
- Set out below are the terms under which Orange will provide you with access to the information and services that we offer via the Orange portal website located at www.orange.co.uk (the "Portal").
- Content (information, communications, images and sounds contained on or available through the Portal) is provided by Orange, its affiliates, independent content providers and third parties. The contents of orange.co.uk are the copyright of Orange Home UK Limited or its affiliates, independent content providers or third parties. All rights reserved. The contents of the Portal cannot be reproduced, modified, transferred, distributed, republished, downloaded, posted or transmitted in any form or by any means including but not limited to electronic, mechanical photocopying or recording without the prior written permission of Orange Home UK Limited You agree that the material and content contained within or provided by orange.co.uk is for your own personal use only and may not be used for commercial purposes or distributed commercially.
- Orange will use its reasonable endeavours to maintain orange.co.uk in a fully operating condition. It is not responsible for the results of any defects that exist in the Portal. You should not assume that the Portal or its content is error free or that it will be suitable for the particular purposes that you have in mind when using it. Orange reserves the right to make subsequent changes to it, and services may be modified, supplemented or withdrawn.
- We make all reasonable efforts to ensure that all information provided by us in connection with the Portal is accurate at the time of its inclusion; however, there may be errors, inaccuracies or omissions in respect of which we exclude all liability. We make no representations or warranties about the information included on our web pages (including links to third parties' web pages). You shall be solely responsible for any decisions based on the information contained on such web pages.
- The content on this Portal is intended to appeal to a wide range of audiences and as such not all of the material is suitable for use by children. Parents and guardians are reminded of the importance of supervising young children when using the Internet. Where Orange provides any interactive services such as chat rooms or bulletin boards we will provide clear information about the service offered, if it is moderated and what form of moderation is used and provide you with a means to contacting the moderator. Parents and guardians shall be responsible for the actions of any children using this Portal.
- Various elements of the content, products and services accessible via this website are not provided by us but instead by other companies. Orange is unable to guarantee that such products and services or any websites accessible via the Portal are virus or error free. You should check all emails, attachments and files before downloading them.
- Your dealings with, and interest in, promotions, services, or retailers found via this Portal are solely between you and the person with whom you are dealing unless we expressly state otherwise.
- Orange or online retailers and content providers found whilst browsing this Portal may provide links to other websites or resources. We do not accept responsibility for these third party websites or resources and neither have we endorsed their content, products or services merely because they are accessible via the Portal.
- Information provided by Orange does not constitute legal or professional advice and should not be relied upon without taking independent advice. We therefore disclaim all liability and responsibility arising from any reliance placed on such materials by any visitor to our Portal or by anyone who may be informed of its contents.
- We take reasonable steps to safeguard the security of any information you input or send to us in connection with the Portal by using secure services and encryption technology where we deem appropriate, however, we accept no responsibility for any damages that you may suffer as a result of the loss of confidentiality of such information.
- It is a condition of us allowing you access to the information on the Portal that you accept we will not be liable for any action you take relying on the information on orange.co.uk. Orange will not be liable if your use of materials or information from orange.co.uk results in the need for servicing, repair or correction of equipment or data, you assume any costs relating to the above. Orange reserves the right to charge for access to certain information on orange.co.uk. Orange will inform you where a charge will be incurred by you for accessing certain services or information on the Portal; such access may be subject to additional terms and conditions.
- If your PC does not support relevant technology including but not limited to encryption you may not be able to use certain services or access certain information on the Portal.
- You may not mirror any material contained on orange.co.uk on any other server without the prior written consent of Orange Home UK Limited. Any unauthorised use of the contents of orange.co.uk either under this clause or clause 11 above may be in breach of copyright laws or trademark laws or other UK laws.
- You acknowledge that Orange has no control over and excludes all liability for any material on the Internet which can be accessed by using the Portal. Neither can we be deemed to have endorsed the content.
- By submitting any material to us via the Portal website, via email or otherwise, you do so in the knowledge that Orange may copy, modify, distribute or create a derivative work from that content in any form. You warrant that the material is fit for publication and agree to indemnify us if any third party takes action against us in relation to the material that you submit. You warrant that you believe Orange may publish the material you submit and/or make use of it or any concepts described in it in our products or services without liability and you agree not to take action against us in relation to it. You agree that we shall have the right to disclose your identity to any third party who is claiming that any material posted or uploaded by you to the Portal constitutes a violation of their intellectual property rights or of their right to privacy.
- We shall have the right to remove any material or posting you make on our site if, in our opinion, such material does not comply with the content standards set out in condition 19 below.
- In a few areas of the Portal, we may ask you to provide personal information that will enable us to use the information you provide us with to keep you informed of our latest products and services after your visit to orange.co.uk. The personal information will be used in accordance with our online privacy policy.
- If you choose or are issued with a user identification code, password or any other piece of information as part of any registration or security procedures, you must treat such information as confidential and are fully responsible for all activities that occur under your password and account. You agree to immediately notify Orange of any unauthorised use or breach of security. We cannot be held liable for any loss or damage arising from your failure to comply with this term. We reserve the right to disable any user identification code or password.
- You agree to use the Portal only in a lawful manner and further agree not to cause, nor knowingly allow others to cause, any nuisance, annoyance, or inconvenience, whether to Orange or any of its customers or users of orange.co.uk by any means, including without limitation by a denial of service attack, knowingly introducing viruses, trojans, worms, logic bombs or other material with is malicious or technologically harmful, harassment, impersonation of another person or entity. You also agree not to use orange.co.uk to transmit or post any material which is fraudulent, unsolicited or unauthorised advertising or promotional material, hateful, sexually, racially or ethnically or otherwise objectionable, defamatory, offensive or obscene or menacing character or which may in our judgement cause nuisance, annoyance, inconvenience to Orange, or any other person or which is illegal. You will not use orange.co.uk such that you would cause the whole or part of orange.co.uk (including the server on which it is stored or any server, computer or database attached to it) to be interrupted, damaged, rendered less efficient or impaired in any way. In such circumstances your right to use the Portal will cease immediately.
- The service is accessed via the World Wide Web which is independent of orange.co.uk and Orange. Your use of the World Wide Web is solely at your own risk and subject to all applicable national and international laws and regulations. Orange has no responsibility for any information or service obtained by you on the World Wide Web.
- Orange does not accept responsibility for any defects that may exist or for any costs, loss of profits, loss of data or consequential losses arising from your use of, or inability to use or access or a failure, suspension or withdrawal of all or part of the service at any time. Orange excludes all liability whether in contract, tort (including liability for negligence) or otherwise for the accuracy, suitability, quality or completeness of any information and the value and integrity of goods and services offered by third parties over orange.co.uk. You acknowledge that we have no control over and we exclude all liability for any material on the World Wide Web, which can be accessed by using the Portal.
- We may suspend or vary the whole or any part of the service offered on orange.co.uk for any reason, at any time at our sole discretion without liability to you.
- Orange reserves the right to vary the terms of this contract from time to time, such variations becoming effective immediately upon posting of the varied Terms and Conditions on orange.co.uk. By continuing to use orange.co.uk you will be deemed to accept such variation.
- If any part of these terms is found to be illegal or unenforceable, this will not affect the validity or enforceability of the remainder of these terms.
- The English courts will have exclusive jurisdiction over any claim arising from or related to your use of the Portal although we retain the right to bring proceedings against you for breach of these terms in your country of residence or any other relevant country. These terms are governed by English Law.
- Orange and wirefree, and any other Orange product or service names referred to on the orange.co.uk website are trade marks of Orange Personal Communications Services Limited of St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol BS32 4QJ.
- The Portal website www.orange.co.uk and certain Internet access products and services that may be purchased from this website are provided by Orange Home UK Limited of St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol BS32 4QJ. Orange Home UK Limited is authorised to use the Orange brand, Orange product and service names and Orange URL's in connection with this Portal. VAT registration number is GB 771592016. Email: webmaster@orange.co.uk.
- Certain mobile telephony products and services that may be purchased from this website are provided by Orange Personal Communications Services Limited of St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol BS32 4QJ. VAT registration number is 529221751 Email: customer.services@orange.co.uk
Orange Home UK Limited and Orange Personal Communications Services Limited are Service Providers and part of the France Telecom group. The Member Services will be provided to you by Orange Home UK Limited, a company registered in England and Wales (company number 3014367); whose registered office is: St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol, BS32 4QJ.
The purpose of the Home Phone Sales and Marketing Code of Practice for fixed line telephony
This Code provides a clear summary of the sales and marketing policies for our fixed-line telephony products. It will also provide you with contact points should you wish to learn more about us or raise issues with us or organisations with whom we are associated.
This Code does not affect your rights as a consumer and is not contractually binding on you or Orange. A copy of this Code is available to customers at www.orange.co.uk/terms/5594.htm. If you would like to obtain printed copies of this Code, or a copy in large print, please let us know at the address below.
Contact details
You can find out more about our service at www.orange.co.uk.
If you wish to speak to one of our Sales or Customer Care representatives, you can reach them all day, every day (except public holidays) by calling 0844 873 8586 . Calls are charged at up to 5p a minute from a BT line and may be monitored for training purposes.
Sales, marketing, advertising and promotion
We approach customers in many ways - by TV, radio or press advertising, promotions in shops or shopping centres, post, fax, electronic mail, telephone or in person. In all cases, Orange employees and representatives must act responsibly and comply with this Code, any other relevant codes of practice (including advertising codes such as the British Code of Advertising, Sales Promotion and Direct Marketing), laws and regulations.
We aim to ensure that our advertising and promotional literature is clear, unambiguous, accurate and fair, containing no false or misleading information about price, value or service. We will not denigrate other service providers.
We will respect your wishes where you have registered with any relevant preference service, including the Mailing Preference Service, the Telephone Preference Service, the Fax Preference Service and the E-mail Preference Service.
Recruitment and sales training
We have strict procedures for the recruitment and selection of all staff (or any sub-contractors) who have direct contact with customers. This includes identity and security checks. All applicants must provide proof of National Insurance number, proof of address and two references. Referees must not be related to the applicant. Business referees must not both be from the same company. If a sales person leaves Orange for any reason a copy of his or her sales records (including all recordings and notes on sales) will be retained for a minimum period of six months. We will try to retrieve the identification badges of staff leaving Orange.
When we recruit sales staff we consider the applicant's behaviour and appearance, recognising that sales persons may be seen as the "public face" of the industry. We will also take into account evidence of mis-selling or lack of integrity in any previous selling employment.
We endeavour to have adequately trained sales staff able to give accurate and clear information about our fixed-line telephony services to potential customers. Our staff are aware of the industry practices in the UK that allow customers to change provider and the conditions which apply.
Our staff understand the various packages and services offered as part of Orange and how they compare to competing products. They will be able to explain the ordering process, our prices, the terms and conditions which apply and the process for cancelling a contract during the cooling-off period or at any time following commencement of the service.
Our remuneration system for sales staff is documented and does not encourage misleading or exploitative sales practices.
We ensure that all our sub-contractors and agents have equivalent selection and training procedures in place.
Customer contact
Our sales staff do not make face-to-face contact outside the hours of 8am - 8pm and do not telephone outside the hours of 8am - 9pm, unless you ask them to.
All of our staff who are involved in face-to-face sales and marketing are issued with identity badges that display the name Orange and an employee number. These identity badges also state the name and display a photograph of the staff member as well as an expiry date for validity of the card. Our staff will identify themselves and confirm that they are representatives of Orange. They will also state the purpose of their visit and the expected duration of either the call or the sale. We expect our salespeople to be courteous and offer clear and straightforward information and explanations at all times.
Our staff will not continue contact with any person who indicates that the contact is inconvenient, unwelcome, inappropriate or too long. If a customer requests it, the discussion will be ended immediately or, if making a doorstep call, our representative will leave the premises immediately.
We will not abuse the trust of vulnerable customers, for example those who are elderly or whose first language in not English. Where there is sheltered housing, nursing homes or residential care facilities contact will be made with the warden or other person in authority before any approach is made to residents. We will not intentionally target sales or marketing activity to those who are under the legal age for entering into contracts.
We will keep suitable records of its sales and marketing activity for a period of six months. These records will contain sufficient information to enable us to identify the salesperson involved and to assist in the dealing with any query or complaint.
Entering into a contract - information, order forms and contracts
We will check that the person signing our contract for fixed line telephony services through our internet package is responsible or authorised to order those services for their home.
Customers will be given the following information in writing or during the sales call in a clear comprehensible prominent and accurate manner:
- our company name, address and contact details
- a description of the service chosen and how it works, including the cost of any standing charges
- details of the payment terms
- the process for provision of the service
- details of the right of cancellation and the process for exercising it
- the period for which the charges remain valid
- the minimum period of contract and minimum contract charges, if any
Where you have signed an order form following face to face contact or have entered into a written contract you will be given a copy of the contract and details of arrangements for the termination of the contract, either at the time you enter into the contract or within 5 working days, unless this has been previously supplied in writing prior to contract.
Customers signing-up for our services by other methods will receive information confirming the Orange Home Phone package that they have agreed to take in addition to information about cancelling the order or terminating the contract. Where relevant, sales conducted in this way will comply with the Consumer Protection (Distance Selling) Regulations 2000.
For internet orders, links to the terms and conditions of the agreement and the information referred to above will be clearly displayed and the information will be available to be easily downloaded and printed.
You can cancel orders by telephone, in writing by post, fax or e-mail. Where you cancel an order within the relevant cancellation period, you will not be charged for cancellation.
We will send to all customers a letter setting out details of the transfer and the following information:
- date of notification
- CLI(s) affected
- list of services affected/unaffected, e.g. IA call barring
- date of switchover
- the sender's contacts details for any queries
This may be sent electronically if you have applied online and have confirmed online that you wish all future correspondence to be sent electronically or have asked by written correspondence that all information be sent electronically.
If you feel that you did not understand or did not intend to enter into a contract, we will terminate that contract without charge or other penalty.
We will contact all Customers to confirm that they understand that they have entered into an agreement, are happy to proceed with the agreement and are content with the way in which the sales and marketing activity was conducted.
We keep under review the procedures by which contracts are agreed and take appropriate steps to prevent recurrence of any problem identified.
Making a complaint
Any complaints in relation to our sales and marketing activity follow our normal complaints procedures. All our customer facing staff and representatives are aware of these procedures. These procedures can be found in our main Code of Practice. This can be found at www.orange.co.uk/terms/5594.htm
Consumer protection and other legal requirements
Orange's procedures have been drafted in accordance with guidelines produced by Ofcom on 13 April 2005 and to comply with all applicable legislation and any relevant amendments to such legislation.
Responsibility for compliance with this code of practice
We carry out regular audits of its systems, procedures and documentation to ensure that we act in compliance with all aspects of the Code. We are committed to ensuring all of our representatives comply with this Code of Practice. Our Sales and Marketing Director has responsibility for monitoring compliance with this Code.
If you feel that any Orange representative has breached this code in anyway please contact the Sales and Marketing Director at Orange Home UK Limited, St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol, BS32 4QJ.
Distributing the Code: creating awareness
Orange makes the Code available to customers via the internet.
hideOrange Home will supply these Services to you. Your contract consists of the General Terms and the Specific Terms for the Service(s) relevant to the Home Package you have taken.
All capitalised words are defined terms. Such definitions can be found at the end of this document.
GENERAL TERMS
1. Service Start-Up
1.1 Your Agreement will not start until we have completed a number of checks including (but not limited to) geographical coverage, credit, telephone line and an activation check. If following our checks we are satisfied that we are able to provide the Service(s) your Agreement will commence on the Start Date. However, your obligations to us regarding any Equipment will start the day you receive that Equipment.
1.2 Where you apply for our most comprehensive Home Package and as a result of a credit check referred to in Clause 1.1 above we decide that we are not able to provide you with that particular package (as it includes Service(s) through which you might incur substantial charges) we will notify you and we will provide you with the next best available Home Package and adjust your Charges accordingly. Where this is the case you will no longer be subject to the Minimum Period and you may within 30 days of receiving notification from us (the "Termination Period") terminate the Agreement by giving 30 days notice in accordance with Clause 13.5. Where you do not give such notice in accordance with this Clause you will be subject to a remaining Minimum Period of 16 months from the end of the Termination Period.
1.3 If we are not able to provide you with the Service(s) for any reason or because, in our sole opinion, the results of the checks were not satisfactory then we will notify you as soon as reasonably possible and where Equipment has been provided to you then you will return that Equipment to us within 30 days using the pre-paid returns pouch provided. If you do not return the Equipment we reserve the right to charge you for the replacement cost of the Equipment you have not returned unless actual proof of postage is provided. Please refer to our Price List for current replacement costs.
2. Your Information
2.1 You confirm that the Registration Details that you provide shall be true, accurate and complete. You agree to inform us of any changes to your Registration Details immediately by contacting Customer Support. Use of your Registration Details will be in accordance with our Privacy and Cookie Policy and the terms of your Agreement.
2.2 We will search your credit records using licensed Credit Reference Agencies ("CRA's"). They may add a search footprint on your credit file that may be seen by other people searching that file. We will use credit scoring systems when assessing your application and if our assessment of you does not meet our normal requirements we reserve the right to decline to provide the Service(s) or to decide an appropriate Charge Limit on your account. If you believe our assessment of you is incorrect, we will review your eligibility. However, we cannot accept responsibility for the accuracy of information provided by credit reference agencies. Nor can we accept any liability for the consequences of our declining to provide the Service(s).
2.3 We will check your details with Fraud Prevention Agencies ("FPA's") to verify identities to prevent crime and money laundering. We may also make periodic checks with CRA's and FPA's to manage your account with us.
2.4 If you make a joint application or tell us you have a spouse we may link your records together so you must have their consent to disclose information about them.
2.5 Information on your application will be sent to CRA's and recorded by them. We may also disclose details of how you conduct your account with us to such agencies. If you don't pay any outstanding Charges when due CRA's will record the debt. This information may then be supplied to other organisations to perform similar checks, trace your whereabouts and recover debts that you owe. Records remain on file for 6 years after they are closed whether settled or defaulted.
2.6 If you fraudulently provide false or inaccurate information and we suspect or identify fraud details may be passed to FPA's. Law enforcement agencies may access and use this information.
2.7 We and other organisations may also access and use this information to prevent fraud and money laundering, for example, when:
2.7.1 checking details on applications for credit and credit related or other facilities;
2.7.2 managing credit and credit related accounts or facilities;
2.7.3 recovering debt;
2.7.4 checking details on proposals and claims for all types of insurance; and/or
2.7.5 checking details of job applicants and employees.
Please contact Customer Support if you want to receive details of the relevant FPA's and CRA's mentioned above.
2.8 If you do not pay any Charges due we will trace your whereabouts and recover debts.
2.9 We and other organisations may access and use from other countries the information recorded by FPA's.
2.10 We will use the information which you provide for various purposes including administration, marketing, credit scoring, customer services, tracking and/or profiling your preferences.
2.11 We will respect your information and undertake to comply with all applicable data protection legislation. We will keep your information for a reasonable period after your Agreements with us have finished in case you decide to use our Service(s) again and may contact you about our Service(s) during this time. By entering into the Agreement you consent to us using and/or disclosing your information, in relation to the Service(s), as follows:
2.11.1 processing your application or changes to your Registration Details;
2.11.2 setting up a payment authority with your bank, credit card operator or other financial institution;
2.11.3 to any telecommunications provider which operates the telephone access network over which the Service(s) are delivered;
2.11.4 providing or arranging for third parties to provide any part of the Service(s);
2.11.5 providing your information to distributors of the Service(s) and/or Equipment ;
2.11.6 providing your information to law enforcement agencies or to a court of law or providing such information to or intercepting, recording or monitoring communications in connection with a bona fide request from an officer of the court, or to comply with proper requests from any regulatory or enforcement authority;
2.11.7 we may use the caller line identification number that is last used to access our Service(s) to contact you in the event that we are unable to contact you using the telephone number that you provide in your Registration Details;
2.11.8 sharing your information with other Orange Companies and companies which are not Orange Companies but who are our business partners. Subject to any preferences you set on the registration form they or we may contact you by mail, telephone, electronic messaging services, fax or email to let you know about any goods, services or promotions which may be of interest to you. Please call Customer Support if you do not wish to receive such information from us or from our business partners but this will preclude you from receiving any special offers or promotions from us or our business partners.
2.12 By entering into the Agreement you also consent to our transferring your information to countries which do not provide the same level of data protection as the UK if necessary for providing you with the Service(s). If we do make such a transfer we will put a contract in place to ensure your information is protected.
2.13 In order to provide you with the Service(s) we may attach cookies to your computer, system and or other Equipment we provide that are essential to enable us to identify you and to facilitate your use of the Service(s). We also use cookies to ensure that our mailing tools are working correctly. You should not accept the Agreement if you do not want us to use cookies. Further details on how we use the information generated from the cookies is set out in our Privacy and Cookie Policy.
3. Our Obligations
3.1 We will provide you with the Service(s) using reasonable skill and care and in accordance with the provisions of this Agreement.
3.2 Provision of certain parts of the Service(s) are dependent upon third party service providers. There may be technical limitations that inhibit the activation or provision of the Service(s) and whilst we will use reasonable endeavours to rectify these issues we cannot guarantee that they will be rectified by these providers.
3.3 We do not warrant that the Service(s) will be interruption or error/fault free or that the transmission of information through the Service(s) will be secure. The Service(s) may be temporarily suspended for various reasons such as maintenance, upgrades, emergency or because of problems caused by third party service providers. Before suspending or interrupting the Service(s) we shall use reasonable endeavours to give you as much notice as reasonably possible. Technical Support is available to enable faults to be reported and resolved and whilst we will use reasonable efforts to procure resolution of such faults we can not guarantee that all faults will be corrected.
3.4 We may transfer the performance of the Service(s) within the Orange Group of Companies at any time. We will give you notice if we do. Any Orange Company to whom we transfer performance will be entitled to exercise the rights and will bear all obligations under the Agreement . You will know which company is providing the Service(s) to you by looking at your most recent online statement. Any transfer will not otherwise materially affect your Agreement and, in particular, it will not materially affect your rights.
3.5 We may take instructions from a person who we think, with good reason, is acting with your permission.
4. Your Obligations
4.1 You will be responsible for all relevant Charges for the Service(s) you have chosen.
4.2 You will be responsible for any Equipment. You must use any such Equipment in accordance with any instructions, safety and security procedures applicable.
4.3 You agree to notify us of any proposed Move and to keep your Registration Details up to date.
4.4 You agree to comply with any instructions necessary for health, safety or service quality we may give to you from time to time in relation to the Service(s).
4.5 You must not nor allow anyone else (other than someone authorised by us) to add to, modify or in any way interfere with the Equipment. You agree not to connect other equipment to the network over which the Service(s) are provided that may in any way harm the network, the Equipment or other customers' equipment. If you do, you must disconnect from the network immediately, or let us do this at your expense.
5. Use Of The Service(s)
5.1 You acknowledge and agree that the Service(s) are intended for residential use only and not for business purposes. We reserve the right to suspend or cancel any or all of the Service(s) if we reasonably believe they are being used for business purposes by you or anyone you permit to use the Service(s).
5.2 In the event that you Move, and you notify us that you want to receive your existing Service(s) at your New Home then:
5.2.1 we may terminate your current Service(s);
5.2.2 5.2.2 you may be required to reregister for those Service(s) and you may be required to commit to a new contract with a new Minimum Period;
5.2.3 provided that we can meet the conditions set out in Clause 1.1 and that no other technical limitations apply we will activate the Service(s) to your New Home; and
5.2.4 we may also charge you for our administration and set-up costs arising from your Move.
6. Equipment
6.1 We shall deliver Equipment appropriate to your Service(s) (if any) to your Home by the delivery date we give you. This delivery date is an estimate and is not guaranteed. We may charge you for any reasonable delivery costs (including any applicable duties and taxes) incurred by us.
6.2 You must inspect the Equipment immediately upon receipt and telephone Technical Support within five days of delivery to report any damage, faults or missing items.
6.3 We will not be liable to you for any fault in and/or damage to the Equipment that is caused by your failure to install and/or use the Equipment in accordance with the operating instruction supplied or your failure to comply with any instructions given to you by Technical Support. In the event that we do provide you with replacement Equipment, you must return the faulty Equipment to us within 14 days of receipt of the replacement Equipment in the prepaid returns envelope provided. If you do not return the faulty Equipment to us within that time, we reserve the right to charge you the full replacement cost for such Equipment unless you can provide us with actual proof of postage.
6.4 Provided that your payment of the Charges is up to date and that the fault is not caused by you we will either repair or replace faulty Equipment. We reserve the right to supply refurbished Equipment provided that such Equipment shall be of equivalent quality and functionality as new Equipment.
6.5 The Livebox remains our property at all times and is only provided to you on loan as part of an appropriate Home Package. You will be responsible to us for any damage or loss not attributable to us from the moment the Equipment is delivered to you.
6.6 We will not provide technical support for wireless connections using wireless adapters other than those provided by us.
7. Complaints Procedure
7.1 If you have a complaint about any aspect of the Service(s) please let us know by calling Customer Support and we will try to resolve any complaints as soon as we reasonably can.
7.2 If you are not satisfied that your complaint has been resolved, you can escalate the issue by following the procedure set out in our Code of Practice.
8. Intellectual Property Rights
8.1 All intellectual property rights in the Service(s) (including, without limitation, the Equipment, and/or any associated software and all and any films, music, programmes and/or any other content provided to you through the Service(s)) belong to us or our licensors, as appropriate, and you shall not obtain any ownership interest in such intellectual property rights.
8.2 We may require you to enter into agreements reasonably required by the owner of the intellectual property in any software, materials or content made available to you for the purpose of accessing the Service(s).
9. Charges
9.1 The Charges shall apply from the Start Date. You will pay the Charges in accordance with the payment terms set out on our website.
9.2 If you choose to pay by direct debit, credit or debit card we will collect and process your payment instructions and obtain the acceptance of your card issuer or bank to make the relevant payments required. We reserve the right to charge an additional reasonable administration fee each month for payments not made by direct debit.
9.3 All Charges are inclusive of VAT at the applicable rate.
9.4 We may arrange for invoices to be issued by a third party on our behalf. Invoices issued by such third party will be binding on you and payment of such invoices in full to the third party will be a valid payment by you.
9.5 We will not distribute copies of statements for Charges, however, you may review and print your account and Charges by logging in to "Manage your account" in our Member Centre. If you are unable to access your account details via the Member Centre, you must call Technical Support, who will be able to provide you with a copy of your statement. We shall only keep statements in a readily printable format for a period of 6 months.
9.6 You should review all statements of Charges when available and promptly notify Customer Support if there are any errors. We will try to include all Charges incurred by you on the appropriate monthly statement, however, we reserve the right to include on future statements, Charges that were incurred in previous months and which have not already been billed to you.
9.7 If you do not pay us the Charges when due or you exceed, or are likely to exceed, any Charge Limit, we reserve the right to suspend and/or terminate on 30 days notice all or any of the Service(s) and take such necessary action to recover sums due to us (plus any cost of collecting such sums as set out in the Price List) and, if your Minimum Period has not yet expired, all Charges that would have been payable for the remainder of the Minimum Period. We shall notify you in advance of our intention to suspend or terminate the Service(s) in accordance with this Clause and give you at least 30 days to remedy any default.
9.8 In the event that we suspend all or any of the Service(s) due to any breach by you of our payment terms, you will be required to pay the Charges for the period that such Service(s) are suspended, including any arrears of the Charges.
9.9 We reserve the right to increase the Charges at any time on giving you 30 days prior written notice.
10. Our Liability To You
10.1 We do not limit our liability if you die or are injured as a result of our negligence or you suffer loss as a consequence of any fraud by us.
10.2 We shall not be liable to you;
10.2.1 for any loss or damage arising out of any loss of data or for any other loss or damage which is indirect and not reasonably foreseeable by us; or
10.2.2 for any business connected to you whether in contract, tort (including negligence) or otherwise for any loss or damage which is related to your business, including, without limitation, loss of profits, savings, loss of revenue or business interruption
10.3 We accept responsibility for physical damage to or loss of property which directly results from our breach of contract or negligence up to an aggregate of £100,000. This aggregate limit shall apply to your Home Package and across all Agreements which relate to that package.
10.4 Subject to Clauses 10.1 to 10.3, any liability that we may have to you arising in relation to any or all of the Agreements and/or Service(s) is limited to an aggregate of £5,000.
10.5 We will not be liable to you for any failure to perform an obligation or provide the Service(s) to you because of any factor beyond our control including but not limited to acts of God, industrial action, default or failure of a third party (including unavailability of third party telecommunications and/or content services), war, civil action, governmental action or by any act or decision made by a court of competent jurisdiction.
10.6 If any part of this Clause 10 is held by a court to be unreasonable, inapplicable or unenforceable then the other parts shall still apply.
11. Term and termination
11.1 The Agreement shall continue for the Minimum Period and thereafter subject to termination in accordance with the terms of the Agreement
11.2 You may terminate your Agreement in accordance with these General Terms and the Specific Terms for the Service(s) you have subscribed to.
11.3 You must terminate your Service(s) by giving notice in accordance with Clause 13.5.
11.4 Termination is subject to you paying us any money you owe us and us paying any money we owe you. Termination shall not prejudice or affect any right of action or remedy which have accrued or will accrue to any party and all provisions which are expressed to survive this Agreement or impliedly do so shall remain in full force and effect.
11.5 You may cancel your Agreement at any time prior to the Start Date. You agree that we will begin the provision of the Services from the Start Date and in so doing you acknowledge that any statutory cancellation period and your rights to cancel within that period will end at the Start Date. After the Start Date you will only be able to terminate the Agreement in accordance with the terms of the Agreement. This does not affect your legal rights where those rights cannot be excluded or limited..
11.6 After the Minimum Period you may terminate the Agreement by giving us at least 1 months notice in accordance with Clause 13.5.
11.7 You may terminate the Agreement before the Minimum Period has expired if you pay us all Charges due and a lump sum equal to the total of all monthly or other periodic charges which would otherwise have been payable during your Minimum Period (except in the circumstances set out in Clause 11.8 below).
11.8 You may also terminate the Agreement (by giving notice in accordance with Clause 13.5) if we vary the terms of the Agreement and as a result there is an excessive increase in the Charges or the changes we make significantly alter your rights under the Agreement. In such cases your notice must be given no later than seven days prior to the date upon which the change would have taken effect.
11.9 You will not have the right to terminate under Clause 11.8 if;
11.9.1 we have increased Charges by an amount equal to or less than the percentage increase in the All Items Index of Retail Prices published by the Central Statistical Office in monthly Digest of Statistics in any 12 month period; or
11.9.2 the variations we have made have been imposed on us as a direct result of new legislation, statutory instrument, government regulation or licence.
11.10 After the Start Date we may terminate this Agreement immediately by giving notice if, your telephone line is not technically capable of receiving a Service to which you have subscribed or you do not take steps reasonably required to enable you to receive that Service within a reasonable time from the Start Date.
11.11 We may also at any time immediately terminate the Agreement and any Specific Terms or suspend the supply of any of the Service(s) to you if:
11.11.1 you breach any material term of the Agreement;
11.11.2 you or any person using your account misuses the Service(s) in any way;
11.11.3 bankruptcy or other insolvency proceedings are brought against you, if you are unable to pay your debts as they become due or fail to make payments as they fall due or you cancel your continuous payment authorisation (without substituting another payment authorisation in its place);
11.11.4 you are no longer lawfully able to receive the Service(s);
11.11.5 you no longer have an appropriate residential telephone account as required in this Agreement;
11.11.6 we receive a complaint from a third party that reasonably appears to be justified regarding your mis-use of the Service(s);
11.11.7 we are required to do so in order to comply with any law, order or direction given by a competent regulatory authority; or
11.11.8 a complaint has been made against you by an Orange employee or agent. The complaint will be thoroughly and fairly investigated within a reasonable period of time and Services will be suspended until we know the result of that investigation which if upheld will entitle us to terminate the Agreement. You will remain liable for all monthly or other periodic Charges during any period of suspension.
11.12 Where BT or another Network Operator notifies us that you have requested them to transfer the Service(s) we may treat that as 30 days notice from you to terminate this Agreement. In those circumstances the Service(s) may cease straight away (in accordance with industry migration processes). You will have to pay any outstanding Charges including up to the end of the 30 day period or to the end of any applicable Minimum Period (whichever is the longer).
11.13 On termination of the Agreement we shall have the right to automatically terminate any remaining agreements with any other Orange Company and their related Service(s) immediately and without further notice to you.
11.14 On termination of the Agreement for whatever reason, you agree to return the Equipment to us in the prepaid returns envelope provided. If you fail to return the Equipment complete and in good working order within 30 days of termination, we reserve the right to charge you a reasonable charge for the Equipment. The amount of such charge will depend on how long you have had the Equipment.
11.15 In the event of termination, all the information we are storing on your behalf on our servers may be deleted and in particular we may delete all the emails in your email account. Charges billed and/or paid in advance to the end of the next billing period shall not be pro rated or refunded but shall be used to discharge our administrative expenses arising out of the termination of the Agreement.
12. Changes To The Service(s) Or Terms And Conditions
12.1 We may change any aspect of the Service(s) and/or the terms of your Agreement at any time for any valid reason. Where these changes are material we will notify you by giving you 30 days notice in advance of any such change taking effect.
12.2 You will be deemed to have accepted any change to this Agreement or the Service(s) if you continue to use the Service(s) after the relevant period of notice has expired or fail to give notice to us that you wish to terminate the Agreement before the relevant period of notice has expired.
13. Other Things You Need To Know.
13.1 This Agreement is to be interpreted in accordance with Laws of England and Wales and subject to the exclusive jurisdiction of its courts.
13.2 Any notices from us to you shall be sent to you at the residential address you have given us or the email address given to us in your Registration Details or to any other address you provide to us subsequently.
13.3 Any notices from you to us (other than a notice of termination by you which is described in Clause 13.5 below) must be sent by email, post or delivered by hand to us, by telephone by calling Customer Support or by post addressed to Orange Customer Care, Orange Home UK Limited , PO Box 486, Rotherham, S63 5ZX.
13.4 Notices sent by email shall be deemed to be received when capable of being accessed by you. Notices sent by post shall be deemed to be received on the second business day after posting. Notice given by telephone shall be deemed to be received immediately upon speaking to one of our Customer Support representatives.
13.5 Any notice of termination by you must be made by calling Customer Support. You may be required to prove your identity to our reasonable satisfaction before we accept such notice of termination as being valid.
13.6 Without affecting your right to terminate under this Agreement we may transfer your Agreement to any person taking over the supply of the Service(s) or sub-contract the provision of all or any of the Service(s) or any part of them to any other person without your consent provided that there shall be no significant detrimental affect to either you or the Service(s) provided. You acknowledge and agree that the Service(s) are provided for your use only and you will not transfer any of them to a third party or try to do so.
13.7 If either party delays or does not take action to enforce their rights under the Agreement this does not prevent either party from taking action later.
13.8 If any of the terms in the Agreement are not valid or legally enforceable the other terms will not be affected. We may replace any term that is not legally effective with a similar term that is.
13.9 Nothing in this Agreement shall give, directly or indirectly, any third party any enforceable benefit or any right of action against either party.
Specific Terms: BROADBAND
14. Start-Up
14.1 If you are required to return Equipment in accordance with Clause 1.2 and 1.3 then once we have received the Equipment from you, we will refund any Charges and/or any other payments you have already paid.
14.2 If you have previously used broadband services from another broadband service provider you need to obtain a MAC Code from that broadband service provider and to let us know the MAC Code. If you do not obtain the MAC Code when we ask you to it will delay or even prevent the start of the Service. If you have any questions on how to obtain a MAC Code please contact Customer Support.
14.3 Before you install the software supplied with the Equipment and before you connect the Equipment to your computer, you must back up or save any data on your computer.
15. Broadband Service
15.1 The Service gives you the ability using a computer of appropriate specification and the Equipment (or other independently purchased modem or router of the appropriate specification), to access the Internet at the Transmission Speed and to use the Service(s) to access the Member Service(s) and download and/or upload data up to any monthly Usage Allowance (if applicable). Such use is also subject to our Fair Use Policy.
15.2 In the event that you either;
15.2.1 breach our Fair Use Policy and/or
15.2.2 you exceed any applicable monthly Usage Allowance we reserve the right (at our sole discretion) to suspend the Service(s) that you have subscribed to until the start of your next monthly period without advance notice or to reduce the Transmission Speed of the Service for a reasonable period of time whilst we continue to monitor your usage.
15.3 If in our reasonable opinion your usage continues to be very high for 30 days or more or it exceeds any applicable Usage Allowance we also reserve the right to:
15.3.1 make a reasonable charge for additional usage above that Usage Allowance;
15.3.2 give you 30 days' written notice that we shall upgrade you to the next appropriate Service package at a different charge;
15.3.3 terminate the Service(s) on 30 days notice even if you are within your Minimum Period; or
15.3.4 continue to reduce the Transmission Speed of the Service(s) indefinitely until we are satisfied that the Usage Allowance will not be exceeded or we upgrade or terminate your Service in accordance with this Clause (whichever occurs first).
We will give you reasonable notice of our intention to exercise our rights to suspend or terminate the Service. A reduction in Transmission Speed however may be imposed without advance notice.
16. Our Obligations
16.1 Our obligations to provide the Service shall be conditional upon the Technical Requirements being satisfied.
16.2 You acknowledge that the Service will only be available to you if
16.2.1 you have a valid contract for the use of an analogue direct exchange line which terminates on a master socket forming part of BT's telecommunications network;
16.2.2 you have a computer that satisfies the Technical Requirements; and
16.2.3 your Home falls within the Service Availability Area.
16.3 Our responsibility for the Service does not apply in relation to any point beyond the BT master socket at your Home. We are not responsible for any interference or degradation of service caused by any internal wiring or cabling within your Home. You shall be responsible for any upgrades of such internal wiring or cabling that are deemed necessary to enable you to obtain connectivity or the full connectivity speed of the Service.
17. Your Obligations
You will be given a username and one or more passwords in order to access the Service(s) and you will be responsible for keeping your password confidential and agree to take all necessary steps to ensure that it is kept secure. You will inform us when you become aware of any suspected or actual unauthorised use of the Service(s) and will take all steps necessary, including those steps requested by us to prevent such use.
18. Use of the Service
18.1 You will not use the Service;
18.1.1 in a way that does not comply with the terms of any legislation or any licence applicable to you or that is in any way unlawful or fraudulent or has any unlawful or fraudulent purpose or effect;
18.1.2 in connection with the carrying out of a fraud or criminal offence against us or any electronic communications service provider;
18.1.3 to send, knowingly receive, upload, download, use or re-use any material which is abusive, indecent, defamatory, obscene or menacing, or in breach of any copyright, confidence, privacy or any other rights;
18.1.4 to send or procure the sending of any unsolicited advertising or promotional material;
18.1.5 in a way that does not comply with any instructions we give you under Clause 4.4;
18.1.6 in a way that in our reasonable opinion could materially affect the quality of any telecommunications service, including the Service;
18.1.7 to store more than 1,000 emails or 100MB of emails on your Orange email account;
18.1.8 to send emails greater than 10MB in size including attachments using an email client application (such as Microsoft's Outlook Express);
18.1.9 send emails greater than 3MB in size (including no more than 6 attachments) using the Webmail Interface;
18.1.10 in order to resell the use of the Service(s) to a third party; or
18.1.11 in relation to any business activity.
18.2 We shall have the right to suspend or terminate on 30 days notice in whole or in part the provision of the affected Service(s) to you if we reasonably believe that you are in breach of Clause 18.1.
18.3 To reduce spam from entering and affecting the operation of our systems and the Service(s), we may take reasonable measures to block the sending of, access to or delivery of any email which appears to be of an unsolicited nature and/or part of a bulk email transmission. We may also use within our systems virus screening technology which may result in the deletion or alteration of email and or email attachments, although we do not guarantee that such technology will be effective against all virus attacks.
19. Charges
19.1 When you take a Home Package, the migration process may mean that some, but not all, of your Service(s) have been activated at the time when you are obligated to pay subscription charges. This may also happen when you Move and you notify us that you wish to receive all of the relevant services under your Home Package at your New Home. In these situations and dependant upon the Home Package you subscribe to, we may credit a proportion of your subscription charges from your next bill to reflect the period during which you were not able to use the relevant services.
19.2 We may make some additional services available to you as part of your Home Broadband Package for a limited period. If you wish to continue to receive these services after the end of this limited period, you will be required to pay additional charges to continue to do so. It is your responsibility to notify us that you no longer want to receive these services after the end of the period during which they are inclusive in your Home Package. If you do not do this you will continue to receive these services and we will charge you for them
20. Changes To Service(s)
If you want to change your Home Package you need to either contact Customer Support or access the Member Centre on our website. If you do then decide to change Home Package your Agreement for the Service(s) comprising that package will terminate and you may be required to commit to a new Minimum Period. Depending upon the Home Package you change to you may also be required to return Equipment in accordance with the Agreement.
21. Termination
21.1 In the event that your telephone account as referred to in Clause 16.2 is terminated or you change the services on the telephone line on which you currently use is unable to operate normally, we may terminate the Service on 30 days notice and you will be liable for the Charges that would otherwise have been payable during the remainder of the Minimum Period.
21.2 In order to transfer your Service to a different provider you need to request a MAC Code from us that you should give to your new broadband provider. You can request to receive the MAC Code by email or letter. We aim to provide the MAC Code to you within 5 working days of your contacting us. A MAC Code expires after 30 days of issue. We can only provide a new MAC Code once the previous one has expired. The request of a MAC Code does not immediately cancel your account.
21.3 When you terminate your Agreement and after the Minimum Period has expired the termination is subject to 30 days' notice that will be applied to your account when the MAC Code is used.
21.4 If you terminate your Agreement and do not request and use a MAC Code you agree to pay us any Charge that we incur from BT for disconnecting you in this way together with our own associated administration costs. Such a Charge will not be payable by you where you Move and have subscribed to our Service(s) at your New Home or where we are unable to provide the Service(s) at your New Home.
Specific Terms: SECOND LINE SERVICE
22.1 In order to receive this Service you must connect to the Livebox. To make and receive telephone calls you will need to attach a tone dial/ touchtone telephone to the Livebox. Such handset must be suitable for use with a standard residential phone line and socket.
22.2 Please note the following important points in relation to the Service:
22.2.1 it includes the use of a telephone number that we will notify you of. Number portability may not be available with this Service so if you move this Service to or from a different service provider you may not be able to keep your telephone number;
22.2.2 it will not work in the event of a power cut or failure and such failures may be caused by reasons outside of our control. You are responsible for the supply of electrical power to the Equipment and the Livebox. This means that in a power cut or failure you will not be able to make or receive any voice calls including calls to 999/112 emergency services. You should always have an alternative way of accessing 999/112 emergency services;
22.2.3 it will not work if your Home Broadband line or Livebox is faulty;
22.2.4 it has a maximum call duration of two hours per call after which time the call will automatically end but you may redial;
22.2.5 it does not include a directory listing or text relay services;
22.2.6 it cannot be used for the following services: Global Mobile Satellite System, Inmarsat, International Freephone Service, International Premium Rate Service, International Shared Cost Service, Maritime Mobile Service Applications, Universal Personal Telecommunication Service.
22.2.7 you will not be able to receive reverse charge calls
22.3 We may need you to help us activate all or part of this Service. If so, we will instruct you how to do this.
22.4 Any telephone calls you make before the Service is activated will result in such calls being charged to you by your telephone service provider at its current rates.
22.5 We reserve the right to impose time limits and network controls on the Service.
22.6 Additional charges and limitations may apply to calls made using the Service to numbers that do not begin with 01,02 or 03, calls to non-geographical, premium rate and international numbers and calls to non-Orange mobiles. There may also be charges for value added services (such as call forwarding) and other related services. Please visit our website for further information.
22.7 The Service may be impaired when you upload or download data using Home Broadband.
22.8 You acknowledge and agree that you do not own the telephone number we supply to you. You are not permitted to use the telephone number with any device other than the Livebox without our permission. We reserve the right to change the telephone number at any time. Unless required to do so for regulatory reasons when we may do so immediately, we will endeavour to give you at least 90 days prior notice of any change of number. If you fail to activate the Service or you do not use the Service for 90 days or more we reserve the right to withdraw it and the telephone number supplied to you. We will give you reasonable notice of our intention to withdraw the Service from your account. You have the right to re-activate the Service at any time by calling Customer Support. We do not guarantee that after such re-activation you will be issued with the same telephone number previously issued to you.
22.9 On termination of the Service we may reuse the telephone number that was allocated to you.
22.10 The Service is subject at all times to our Fair Use Policy which includes limitations on outgoing international calls, calls to orange mobiles and calls to numbers beginning 01,02 and 03 to 1,000 minutes for each billing period. Second Line calls within your Home Package subscription have a maximum call duration of two hours per call after which time the call will automatically end but you may redial. In the event that you use the Service in breach of the Fair Use Policy we reserve the right (at our sole discretion) to suspend it until the start of your next monthly period. If in our reasonable opinion your usage continues to be very high for 30 days or more we also reserve the right to:
22.10.1 suspend your usage;
22.10.2 terminate your Home Package and second line even if you are within your Minimum Period;
We will give you reasonable notice of our intention to exercise our right to suspend or terminate the Service.
22.11 We may disclose location information in your Registration Details to the emergency services so that the emergency services are able to locate you more easily. If you do not keep your personal details up-to-date then there is a risk that the emergency services could be delayed in responding to an emergency call made using the second line service.
22.12 You will not use the Service in any way which in our reasonable opinion is different from that we would reasonably expect for normal residential telephone use, including but not limited to, use as described in Clause 22.13.1.
22.13 We reserve the right to:
22.13.1 suspend the Service and/or require you to pay any Charges due to us for call Charges incurred whether billed or not, if we reasonably believe that you or someone else is using the Service from your Home as follows:
22.13.1.1 in a manner not typical of a residential user including but not limited to continuous or near-continuous use of the telephone connection ;
22.13.1.2 using the Service contrary to our Fair Use Policy set out at Clause 22.10 above;
22.13.1.3 with the intent to commit fraud or misuse of the Service; or
22.13.1.4 in any other way that may leave us unable to recover full payment for any calls made using the Service; and
22.13.2 apply Charge Limits (from time to time) to the amount of charges for calls that are made using the Service. We may suspend the Service and ask for payment of the Charges if you exceed, or are likely to exceed, the Charge Limit we apply.
Specific Terms: MEMBER SERVICES
23.1 You will be able to access the Member Services using your Home Package once that service is operational.
23.2 The Member Services may be terminated by us giving you 30 days' notice
Specific Terms: HOME PHONE SERVICE
24. Start-Up
24.1 In order to receive this Service you must subscribe to a Home Package which includes the Home Phone Service. You authorise us to arrange for the transfer to us of the line rental and/or call service from your existing Network Operator (either BT or a Network Operator connected to the BT Network). We will not be responsible for any cancellation charges which you are required to pay under your contract with your existing Network Operator.
24.2 If we are not able to provide you with the Service we will notify you as soon as reasonably possible.
24.3 Any calls that you make before the Service is activated will be charged to you by your existing Network Operator. You are responsible for paying those charges.
25. Landline Service - Line Rental
25.1 As part of the Landline Service we will transfer your existing telephone line to our Network. We will try to retain your existing telephone number but if not we will make another telephone number available to you.
25.2 You acknowledge and agree that you do not own the telephone number used for the Landline Service. We reserve the right to change the telephone number at any time. Unless required to do so for regulatory reasons when we may do so immediately, we will endeavour to give you at least 3 months' prior notice of this change of number.
25.3 We will use reasonable endeavours to procure the repair of any failures in the Landline Service but we cannot guarantee that all faults will be corrected. If we send an engineer to your Home to fix a failure in the Landline Service, you agree to comply with any reasonable instructions to enable our engineers to access your Home and repair the fault. We may charge you for an engineer call out if:
25.3.1 the fault, in our reasonable opinion, relates to damage caused to or defects arising in your phone socket or phone line, internal wiring and or other equipment (not provided by us) which you use to access the Service at your Home; or
25.3.2 where you have agreed to a visit and our engineer is not able to access your Home and you have not given us reasonable notice that you wish to cancel or rearrange that appointment.
25.4 We will charge a line activation fee if you wish to receive the Service but you do not have an activated telephone line at your Home. The activation fee is payable in addition to any other Charges for which you are responsible.
26 Call Service - Telephone Calls
26.1 If you chose a Home Package that includes the Call Service without the Landline Service, you will only be able to receive the Service if you have a telephone line operated by BT, or another Network Operator which is connected to the BT Network.
26.2 If you take the Call Service from us without the Landline Service you will retain your existing telephone number and continue to be responsible to the Network Operator who provides your telephone line for line rental charges.
26.3 You will be responsible to us for any Charges that may be applicable for calls you make, unless you use third party call forwarding. Where you use another Network in this way you will be responsible for any charges that that Network Operator may charge you.
26.4 If you only take the Call Service from us without the Landline Service and you experience any problems with your telephone line, you will need to resolve these issues with the Network Operator who provides your telephone line. We will not be responsible for maintaining or fixing your landline or for any charges that you have to pay to maintain or fix your landline.
26.5 We may need to contact you in order to request information we require about your existing telephone service. If we do this and you do not contact us we may not be able to provide you with the Call Service.
27. Your Obligations
We reserve the right from time to time to apply a Charge Limit to the amount of charges for calls that are made using this Service. We may suspend the Service and ask for payment of the Charges if you exceed, or are likely to exceed any Charge Limit we apply.
28. Equipment
28.1 It is your responsibility to provide a suitable telephone in order to access the Service.
28.2 You must ensure that any equipment you use to access the Service conforms with any technical requirements specified by us or other Network Operators who operate the Network (or parts of it) for us.
29 Charges & Call Charges
29.1 Additional Charges and limitations will apply to calls made using the Service which are not included within your Service subscription.
29.2 To find out details of; the Charges; which calls are included in your Service; and the limitations that apply to calls and services not included within Service subscription please visit our website or ring Customer Support.
29.3 Where you Move and we have activated this Service at your New Home we reserve the right to charge an activation fee.
29.4 The Service is subject at all times to a Fair Use Policy which includes limitations on the total duration of all inclusive calls which are included within your Home Package subscription to 1,000 (one thousand) minutes on your account per month. Calls within your Home Package subscription have a maximum call duration of two hours per call, after which you will be charged at standard rates. Any use of outgoing calls above these limitations will contravene this Fair Use Policy and constitute an abuse of the Service which may result in our monitoring usage and/or suspending or terminating the Service from your account. We will give you reasonable notice of our intention to suspend or terminate the Service and give you the opportunity to reduce your usage.
30. Termination
30.1 Where the Agreement terminates we shall stop the Landline Service and/or Call Service (as applicable). It is your responsibility to appoint a replacement telephone service provider and to provide us with their details.
30.2 If you do not appoint a new telephone service provider your phone service may be interrupted and you may not be able to make or receive calls.
30.3 If you only take the Call Service and it is this which terminates you may continue to make calls but these will be carried by your new Network Operator and it will charge you for such calls.
DEFINITIONS
The following words shall have the following meanings:
"Agreement": the General Terms and the Specific Terms applicable to the Service(s) which you have chosen together with the Price List, the Fair Use Policy, Usage Allowances (if applicable), the Technical Requirements (each as they relate to your chosen Services) and any other documents referred to herein;
"Broadband" means the broadband services described in this Agreement;
"Broadband Starter" means the following services Broadband, Home Phone Service (Call Service but not Landline Service) and Member Services;
"BT" means British Telecommunications plc of 81 Newgate Street, London EC1A 7AJ;
"Call Service" means the call service that we provide to you which enables you to make telephone calls which we carry over the Orange Network.
"Charges": all charges for the Service(s) you have subscribed to as published on our Price List together with any additional charges payable by you for i) call charges (in addition to your subscription charges) ii) any chargeable Member Services that you select (including downloads) iii) any charge that we incur from BT where you terminate your Agreement with us without a MAC Code, in accordance with clause 21.4, iv) replacement costs for non-returned Equipment, and/or v) any reasonable administration fees.
"Charge Limit" means a limit to the amount of Charges that you are entitled to run up on your account;
"Customer Support" means our customer support team. Numbers for which can be found on our website. Calls will be charged at 5p per minute from a BT line (charges from other networks may vary);
"Equipment" means a Modem, the Livebox (if applicable to your Home Package)and any other ancillary equipment and cables necessary to use the Service(s) that we may provide to you;
"Fair Use Policy" means the fair use policy applicable to your Home Package, details of which are available here;
"Home" means the residential address in the UK at which we agree to provide the Service(s) to you and after any Move your New Home shall be considered your Home for the purpose of these Terms and Conditions;
"Home Broadband" means Broadband Starter, Home Starter, Home Select, Home Max or an Existing Customer Package depending on which of those services you subscribe to;
"Home Package" means the Orange package of broadband and related products and services to which you subscribe;
"Home Phone Service" consists of two distinct service elements, the Landline Service and the Call Service. Depending on the Home Package which you take you will receive either (i) the Call Service or (ii) both the Call Service and the Landline Service;
"Landline Service" means the line rental service that we provide to you through the telephone line connected to your Home and which enables you to make and receive telephone calls or access the internet:
"Livebox" means the router, filters and other ancillary equipment and cables that are supplied to you that enables you to connect your computer and other internet enabled devices through either a wireless interface (using a Wireless Adapter) or a wired interface to an appropriate Home Package and enables us to supply the Second Line Service;
"MAC Code" means the migration authorisation code which allows you to switch from one broadband provider to another without losing your broadband connection. Further details are available here.
"Member Services" means access using broadband technology and services comprising various Internet-based services, for example email facilities including POP email and Webmail Interface, personal web space, access to the World Wide Web and other such services and applications;
"Minimum Period" means in relation to each Home Package a period of eighteen months commencing from the Start Date, unless we either notify you otherwise or agree in writing a shorter period at the outset of the Agreement;
"Modem" means the high-speed modem and ancillary equipment that we supply to you when you subscribe to a Home Package which does not include the Second Line Service. It does not include the Livebox;
"Move" means a change in the location where you live;
"New Customer" means that before registering for your Home Package you did not have an account with an Orange Company for broadband services;
"New Home" means the residential address at which you request the Service(s) after a Move;
"Network" means the public switched telecommunications network operated by or on behalf of a Network Operator:
"Network Operator" means any entity that operates a Network itself, or on whose behalf a Network is operated:
"Orange" "Orange Company" or "Orange Group of Companies" means Orange Home or any other member of the Orange group of companies from time to time that may provide services, facilities and products to you under the Agreement; "We", "our" and "us" are references to Orange Home
"Orange Home" means Orange Home UK Limited plc, a company registered in England and Wales (company number 3014367); whose registered office is located at St James Court, Great Park Road, Almondsbury Park, Bristol, BS32 4QJ;
"POP email" means email sent and received using software applications such as Microsoft's Outlook Express, where the client software resides on your computer;
"Price List" means those prices published by us on the price and registration pages on our website.setting out the Charges (including call charges) as may be amended by us from time to time;
"Privacy and Cookie Policy" means the policy governing our use of your personal information as set out here;
"Registration Details" means the personal information you provide upon registration for the Service(s) as updated from time to time by you or on your behalf;
"Re-grade Customer" means that before registering for a different Home Package you had a live account with an Orange Company for broadband services;
"Second Line Service" means the service which enables you to make and receive telephone calls over the Internet:
"Service(s)" means all or any of the following services as may be applicable to you; Broadband, Second Line Service, Member Services, and Home Phone Service whilst "Service" shall mean any one of the Service(s);
"Service Availability Area" means a geographic area specified by us where Home Broadband is potentially available, as published on our website as may be amended from time to time;
"Specific Terms" means the additional terms and conditions applicable to the Service you have chosen;
"Start Date" means when either (i) we have sent you confirmation by email that we have activated the Service(s) or (ii) when you first start to use the Service(s), whichever of these happens first;
"Technical Requirements" means the requirements to enable the Service(s) to be provided to you as published on our website;
"Technical Support" means the telephone facility to report faults in the Service(s), contactable by telephone on 0844 873 8586 (charged at 5p per minute from a BT line (charges from other networks may vary). These numbers may be updated from time to time please see our website for the most up to date numbers;
"Transmission Speed" means the rate in terms of Mbps (millions of bits per second) or Kbps (thousands of bits per second) that data is transferred between two modems. The Transmission Speed available to you will be affected by the operational and technical characteristics of your phone line and your chosen access equipment, or the Equipment that you connect to your Home Broadband;
"Usage Allowance" means the limit of the total amount of data you may download/and or upload each month as advised at the time of registration for a Home Package:
"Webmail Interface" provides web access to your email to enable you to send and receive emails from any computer attached to the Internet;
"Wireless Adapter" means the USB or FireWire device that allows your computer to communicate to the Livebox via a wireless link;
"you" or "your" means the person with whom we make these Agreements, as specified in the Registration Details.
hide[Please note, these products were available from 26 October 2006 to 15 October 2007]
terms of use for broadband starter and broadband unlimited
The services that we provide consist of (a) an internet access service using broadband technology; and (b) Internet-based services, for example email facilities including POP email and webmail interface, personal web space, access to the World Wide Web and other services and applications (together such services are known as the "Broadband Starter").
You will need to remain Eligible to receive Broadband Starter for free. If you cease to be Eligible at any time, we may either terminate Broadband Starter or start charging for that service and the equipment provided. See the offer terms here.
We can offer you an enhanced service known as "Broadband Unlimited" as an alternative to Broadband Starter. Broadband Unlimited allows you to benefit from an increased download limit, obtain faster access (where technically practical) and to make and receive telephone calls over the Internet (this last element is called the "Talk Service"). In order to access and use Broadband Unlimited we will provide you with a Livebox.
Broadband Starter and Broadband Unlimited will be provided to you by Orange Home
1. start-up
1.1 Registering with Broadband gives you the ability, subject to paragraph 7.4, using a computer and the Modem (or a Livebox if you subscribe to Broadband Unlimited), to access the Internet at the Transmission Speed on an "always-on" basis.
1.2 Before we can be sure that we can provide you with Broadband and before the Agreements commence we must:
1.2.1 check that you are in an area where you can receive Broadband;
1.2.2 obtain a satisfactory credit reference;
1.2.3 perform a satisfactory telephone line test; and
1.2.4 successfully activate Broadband.
1.3 If we are able to provide Broadband to your Home the Agreements will commence on the Start Date (as defined in paragraph 20). We reserve the right to introduce a connection fee payable by customers that sign-up after the introduction of that fee. If we are not able to provide you with Broadband because, in our opinion, the conditions in paragraph 1.2 are not satisfied then:
1.3.1 we will notify you as soon as possible; and
1.3.2 you will return the Equipment to us within 30 days, failing which we reserve the right to charge you for the Equipment you have not returned unless actual proof of postage can be provided to our reasonable satisfaction.
1.3.3 When Broadband Starter is activated you must ensure that the Modem (or the Livebox if you subscribe to Broadband Unlimited) or other modem/router that you provide (of appropriate specification) is connected to your computer and to your telephone line to use the broadband connection. Failure to do so will mean that you are unable to access the Internet.
1.4 Before you install the software supplied with the Equipment and before you connect the Equipment to your computer, you should back up or save any data on your computer. Activation of Broadband may result in a temporary loss of service over your analogue BT line.
2. broadband starter
2.1 We will provide you with Broadband using reasonable skill and care and in accordance with the provisions of the Broadband Starter Agreement.
2.2 In order to receive Broadband Starter for free you must continue to be Eligible. If you cease to be Eligible at any time and for any reason, we may either terminate Broadband Starter or start charging for the equivalent service at the price set out in the Price List. You agree to receive Broadband Starter for the Minimum Period.
2.3 You are allowed to use Broadband Starter to access the Internet and download and/or upload data up to your monthly Usage Allowance. Use of Broadband Starter above the Usage Allowance may adversely affect our network and Broadband Starter to other customers. We seek to ensure fair usage of Broadband Starter for all our customers you must therefore comply with our Fair Use Policy.
2.4 In the event that you exceed your monthly Usage Allowance we may at our discretion suspend Broadband Starter. If your usage continues to exceed your Usage Allowance in one month, we may at our discretion make a charge for additional usage above your Usage Allowance; or terminate Broadband Starter.
2.5 In the event that your telephone account with BT is terminated or you change the services on the telephone line on which you currently use Broadband, so that Broadband is unable to operate normally, we may terminate the Services.
3. broadband unlimited
3.1 You may subscribe for Broadband Unlimited at any time. If you are an existing Broadband Starter subscriber and you sign-up for Broadband Unlimited, your Broadband Starter Agreement shall terminate automatically once we activate your Broadband Unlimited. You may be required to commit to a Minimum Period from the date you subscribe to Broadband Unlimited.
3.2 We will provide you with Broadband Unlimited using reasonable skill and care and in accordance with the provisions of the Broadband Unlimited Agreement. Your use of Broadband Unlimited must comply with our Fair Use Policy.
4. broadband unlimited - talk service
4.1 In order to make and receive telephone calls you must have activated Broadband Unlimited, set up the Livebox and have connected a tone dial/touchtone telephone handset to the Livebox. Such handset must be suitable for use with a standard residential phone line and socket.
4.2 Broadband Unlimited Talk Service:
4.2.1 includes the use of a telephone number that we will notify to you;
4.2.2 will not work in the event of a power cut or failure, you are responsible for the supply of electrical power to the Livebox. This means that in a power cut failure you will not be able to make or receive any voice calls including calls to 999/112 emergency services. You should always have an alternative way of accessing 999/112 emergency services;
4.2.3 will not work if your broadband line or Livebox is faulty;
4.2.4 has a maximum call duration of two hours per call;
4.2.5 does not include directory listing or text relay services; and
4.2.6 cannot be used for the following services: Global Mobile Satellite System (GMSS), Inmarsat, International Freephone Service, International Premium Rate Service (IPRS), International Shared Cost Service (ISCS), Maritime Mobile Service Applications, Universal Personal Telecommunication Service (UPT).
4.3 Normally we will activate and terminate the Talk Service remotely. However, sometimes you may need to help us activate the Talk Service. If so, we will instruct you how to do this.
4.3.1 You will know if the Talk Service is activated as you will hear five pip tones before you make a call and the phone light on the Livebox will be illuminated.
4.3.2 Any telephone calls you make before the Talk Service is activated as described in this paragraph 4.3 will result in such calls being made using the Public Switched Telephone Network ("PSTN") and these calls will be charged to you by your telephone service provider (such as BT) at its prevailing rates.
4.4 We reserve the right to impose time limits and network controls on your use of the Talk Service.
4.5 Additional charges and limitations will apply to calls made using the Talk Service to numbers that do not begin 01, 02 or 03, calls to non-geographical, premium rate and some international numbers. Calls to some international destinations are included within your Broadband Unlimited subscription. There may also be charges for value added services (such as call forwarding) and other related services.
4.6 To find out the charges and limitations that apply to non-geographical or premium rate calls, value added services and international numbers and which international destinations are included under Broadband Unlimited please visit our website.
4.7 The Talk Service may be impaired when you upload or download data at the same time as trying to make a telephone call.
4.8 You acknowledge and agree that you do not own the telephone number we supply to you and that you will not transfer or request the transfer of the number to anyone else. Number portability does not apply to the telephone number that we provide to you. You are not permitted to use the telephone number with any device other than the Livebox without our permission. We reserve the right to change the telephone number at any time for operational or commercial reasons or to comply with our regulatory obligations by giving you notice.
4.9 The Talk Service is subject at all times to a Fair Use Policy which includes limitations on outgoing international calls to 1,000 minutes on each account every month to a total of no more than 100 different international telephone numbers. Any use of the Talk Service for outgoing international calls above these limitations will contravene this Fair Use Policy and constitute an abuse of the Talk Service which may result in our monitoring usage and withdrawing the Talk Service from your account.
5. moves
5.1 In the event that you Move, and you notify us that you wish to receive the Services at your New Home then the following provisions shall apply:
5.1.1 we shall terminate your current Services;
5.1.2 provided that we can meet the conditions set out in paragraph 1.1 and provide the Services to your New Home, we will activate the Services to your New Home; and
5.1.3 we may also charge you for our administration and set-up costs arising from your Move and our compliance with this paragraph 5, and we may also charge you a connection fee.
6. personal information and cookies
6.1 You confirm that the Registration Details that you provide shall be true, accurate and complete. You agree to inform us of any changes to your Registration Details immediately by contacting Customer Support.
6.2 Registration for the Services is subject to a credit assessment before we can provide the Services. In considering your application we will search your record using licensed credit reference agencies. They will add to your record details of our search and your application. We will use credit scoring and or other automated decision making systems when assessing your application. If our assessment of you does not meet our normal requirements we reserve the right to decline to provide the Services or to decide an appropriate credit limit on your account. Alternatively, we may ask you to lodge a deposit with us before we provide the Services. If you believe our assessment of you is incorrect, we will review your eligibility. However, we cannot accept responsibility for the accuracy of information provided from the databases of credit reference agencies. Nor can we accept any liability for the consequences of our declining to provide the Services.
6.3 We will also check your details with fraud prevention agencies who will record details of any false or inaccurate information provided by you where we suspect fraud. We or other organisations may use and search these records to:
6.3.1 help make decisions about credit and credit related services, for you and members of your household;
6.3.2 trace debtors, recover debt, prevent fraud, and to manage your account or insurance policies; or
6.3.3 check your identity to prevent money laundering, unless you furnish us with other satisfactory proof of identity.
6.4 We may also disclose details of how you conduct your account to such agencies. The information will be used by other credit grantors for making credit decisions about you and the other members of your household, for fraud prevention, debt recovery, money laundering prevention, tracing debtors and Account management. For these purposes we or they may make further searches. Although these searches will be added to your record they will not be shared by others.
6.5 Please contact us if you would like details of these credit reference and fraud prevention agencies from whom we obtain and to whom we pass information about you. You have a legal right to this information.
6.6 We will respect your personal information and undertake to comply with all applicable data protection legislation. We will keep your personal information for a reasonable period after your contract with us has finished in case you decide to use our Services again and may contact you about our services during this time. By signing up for the Services you consent to us using and/or disclosing your personal data as follows:
6.6.1 processing your application or changes to your Registration Details, including a credit assessment in accordance with 6.2;
6.6.2 disclosing certain personal details including account details to a bank, credit card operator or other financial institution for the purposes of setting up a continuous payment authority or to any Orange group company involved in the collection or processing of any payments from you;
6.6.3 providing Registration Details to any telecommunications provider who operates the telephone access network over which the Services are delivered;
6.6.4 providing or arranging for third parties to provide any part of the Services including but not limited to customer care facilities and payment collection, routing of telephone calls and email and tools and services, which may involve disclosing information about you to third parties solely for this purpose;
6.6.5 you also agree that such service providers may provide such services outside the European Economic Area (EEA);
6.6.6 sharing your information with other companies in the Group and companies outside the Group who are our business partners. Subject to any preferences you set on the registration form in which you have provided Registration Details, they or we may contact you by mail, telephone, electronic messaging services, fax or email to let you know about any goods, services or promotions which may be of interest to you;
6.6.7 providing personal data to distributors of the services and the Livebox with whom we have a commercial relationship for the purpose of accounting and auditing;
6.6.8 providing personal data (including traffic or location data) to law enforcement agencies or to a court of law or providing such data to or intercepting, recording or monitoring communications in connection with a bona fide request from an officer of the court, or to comply with proper requests from any regulatory or enforcement authority; and
6.6.9 we may use the caller line identification ("CLI") number that is last used to access our Services to contact you in the event that we are unable to contact you using the telephone number that you provide in your Registration Details.
6.7 In order to provide you with the Services, we will attach cookies to your computer or system that are essential to enable us to identify you as a member and to understand and facilitate your use of the Services. We also use cookies to ensure that our mailing tools are working correctly. You hereby consent to receiving the cookies by accepting these Terms of Use.
7. our obligations
7.1 You acknowledge that provision of the Services and the ability to provide the Services are dependent upon our network providers and their ability to provide certain parts of the Services. You acknowledge that there may be technical limitations that inhibit the activation or provision of the Services. We agree to notify our network providers of any issues concerning the Services that you bring to our attention, but we cannot guarantee rectification of these issues by such network providers.
7.2 We do not warrant that the Services will be interruption free or that the transmission of information through the Services will be secure. The Services may be temporarily suspended for operational reasons (such as maintenance or upgrades), because of an emergency or because third parties on whom we rely have withdrawn service or that service is interrupted for any reason. Before suspending or interrupting the Services we shall use reasonable endeavours to give you as much notice as possible.
7.3 It is technically impracticable to provide the Services free from errors and/or faults and we do not undertake to do so. We shall provide Technical Support to enable faults to be reported and resolved but we do not undertake that all faults will be corrected.
7.4 Our obligations to provide the Services shall be conditional upon the Technical Requirements being satisfied. You acknowledge that they will only be available to you if: (a) you have a valid contract for the use of a BT analogue direct exchange line which terminates on a master socket forming part of BT's telecommunications network; (b) you have a computer that satisfies the Technical Requirements; and (c) your Home falls within the Service Availability Area. Our responsibility for the Services does not apply in relation to any point beyond the BT master socket at your Home, we are not responsible for any interference or degradation of service caused by any internal wiring or cabling within your Home. You acknowledge that you shall be responsible for any upgrades of such internal wiring or cabling within your Home that are deemed necessary to enable you to obtain connectivity or the full connectivity speed of the Services. The telephone facility operates over Broadband Unlimited and accordingly anything that adversely affects the performance of Broadband Unlimited will impact the performance of that facility.
7.5 Except as may be expressly stated in these Terms of Use, all warranties and conditions, whether express or implied by statute, common law or otherwise are hereby excluded to the fullest extent permitted by law.
7.6 We may take instructions from a person who we think, with good reason, is acting with your permission.
8. your obligations
8.1 You agree that you will be responsible for any Equipment that may be provided to you for the purpose of receiving the Services. You will be responsible for all Charges incurred in the use of the Services. You will use any Equipment connected or used with the Services in accordance with any instructions, safety and security procedures applicable to it.
8.2 You will be allocated both a username and one or more passwords in order to access the Services and you will be responsible for keeping your passwords confidential and agree to take all necessary steps to ensure that it is kept secure and is not disclosed to any unauthorised person. You will inform us upon becoming aware of any suspected or actual unauthorised use of the Services and will take all steps necessary, including those steps requested by us, to prevent such use.
8.3 You agree to comply with any instructions we may give to you from time to time which are necessary for health, safety or quality of other telecommunications services provided by our network providers.
8.4 You must not add to, modify or in any way interfere with the Equipment nor allow anyone else (other than someone authorised by us) to do so. You agree not to connect other equipment to the network over which the Services are provided that may in any way harm the network, the Equipment or other customers' equipment. If you do, you must disconnect from the network immediately, or allow us to do so at your expense.
9. use of the services
9.1 You acknowledge and agree that the Services are intended for residential use only. You will ensure that anyone you permit to use the Services is aware that the Services are intended for residential use only. Neither you nor anyone you permit to use the Services will do so for business purposes.
9.2 You shall not use the Services:
9.2.1 in a way that does not comply with the terms of any legislation or that is in any way unlawful or fraudulent;
9.2.2 to send, knowingly receive, upload, download, use or re-use any material which is abusive, indecent, defamatory, obscene or menacing, or in breach of any copyright, confidence, privacy or any other rights;
9.2.3 to send or procure the sending of any unsolicited advertising or promotional material;
9.2.4 in a way that does not comply with any instructions we give you under paragraph 8.3;
9.2.5 in a way that in our reasonable opinion could materially affect the quality of any telecommunications service, including Broadband Starter or Broadband Unlimited;
9.2.6 to store more than 1000 emails or 100MB of emails on your Orange email account;
9.2.7 to send emails greater than 10MB in size including attachments using an email client application such as Microsoft's Outlook Express;
9.2.8 to send emails greater than 3MB in size (including no more than 6 attachments) using the webmail interface;
9.2.9 in order to resell the use of the Services to a third party; and
9.3 in relation to the Talk Service, in any way which in our opinion is different from that we would reasonably expect for normal residential telephone use, including but not limited to, use as described in paragraph 15.9.We shall have the right to enforce such provisions set out in paragraph 9.2 above by suspending or terminating in whole or in part the provision of the affected Services at our option if we reasonably believe that you are in breach of such provisions.
9.4 In order to reduce spam from entering and affecting the operation of our systems and the Services, we may take reasonable measures to block access to or delivery of any email which appears to be of an unsolicited nature and/or part of a bulk email transmission. We may also use within our systems virus screening technology which may result in the deletion or alteration of email and or email attachments, although we do not guarantee that such technology will be effective against all virus attacks.
10. equipment
10.1 We will deliver the Equipment to your Home.
10.2 We will use reasonable endeavours to deliver the Equipment to your Home by the delivery date communicated to you. This delivery date is an estimate.
10.3 You shall inspect the Equipment or the Livebox immediately upon receipt and inform us by telephone via Technical Support within 5 (five) days of delivery of any damage or missing items from the delivery. We reserve the right to supply you with Equipment that may have been refurbished.
10.4 We do not provide any warranty as to the level of performance of the wireless element of the Livebox which may be affected by conditions outside of our control, including, without limitation, the location of the Livebox installed in your Home, the layout of your Home, the distances between the Livebox and the Wireless Adapter and any interference with radio signals that may arise in your Home.
10.5 In order to maintain the most up-to-date release of the firmware in the Livebox for the continued operation of the Services we may automatically upgrade the software in the Livebox through a download via the Internet or via CD-ROM release. You agree to accept such a download or to run the CD-ROM on your computer. During a software upgrade via the Internet your user session may terminate and reconnect to the Internet when complete.
10.6 We will not provide technical support for wireless connections using Wireless Adapters other than those provided by an Orange Company.
11. faulty equipment
11.1 If you have a fault with the Equipment please call Technical Support. We will not be liable to you for any fault that is caused by your failure to use the Equipment in accordance with the operating instructions supplied with such Equipment or your failure to comply with any instructions given to you by the technical Helpdesk personnel. In the event that we provide you with replacement Equipment as a result of a fault, you must return the faulty Equipment to (or our appointed agent) within 14 days of receipt of the replacement Equipment or Livebox in the prepaid returns envelope provided.
11.2 In the event that the Equipment, we will replace or repair such defective Equipment at its option, provided that such fault is not caused by your failure to keep the Equipment safe. We reserve the right to replace the Equipment with refurbished Equipment (as applicable).
12. responsibility for the equipment
12.1 The Equipment remain our property and is only provided to you on loan. You will be responsible to us for any damage to or loss of the Equipment or the Livebox from the moment the Equipment or the Livebox is delivered to you.
12.2 If you do return the Equipment, you shall return it to us in the prepaid returns envelope provided. If you fail to return the Equipment to us when it is faulty or the Agreements have terminated or you damage the Equipment, we reserve the right to charge you the full replacement cost for such Equipment unless you can provide us with actual proof of postage. If we collect the Equipment, it shall be entitled to charge you for the direct costs of so doing.
13. complaints procedure
13.1 If you have a complaint about any aspect of the Services, please let us know by calling Customer Support and we will endeavour to resolve any complaints as soon as is reasonably possible.
13.2 If you are not satisfied that your complaint has been resolved, you can escalate your issue, by following the procedure set out our Code of Practice. Once your complaint has been fully investigated we shall reply back to you.
14. intellectual property rights
14.1 You acknowledge that you may need to enter into agreements reasonably required by the owner of the copyright in any software made available to you for the purpose of accessing the Services.
14.2 You acknowledge and agree that all intellectual property rights in the Services (including, without limitation, the Equipment and any associated software) belong to us or our licensors, as appropriate, and you shall not obtain any ownership interest in such intellectual property rights.
15. charges
15.1 Where applicable you shall pay the Charges in accordance with the payment terms set out on our website. The Charges shall apply from the date the relevant Service is activated or when you cease to be Eligible (as applicable).
15.2 If you choose to pay by direct debit, credit or debit card we will collect and process your payment instructions and obtain the acceptance of your card issuer or bank to make the relevant payments required
15.3 Telephone call usage via broadband shall be calculated on a per second basis and rounded down to the nearest second.
15.4 We will not distribute copies of statements for Charges, however, you may review and print your account and call charges by logging in to "Manage your account" in our Member Centre. If you are unable to access your account details via the Member Centre, you must call Technical Support, who will be able to provide you with a copy of your statement. We shall only keep statements in a readily printable format for a period of six months.
15.5 We will try to include all call Charges incurred by you on the appropriate monthly statement, however, we reserve the right to include on future statements, calls that were incurred in previous months and which have not already been billed to you.
15.6 You should review all statements of Charges when you receive the notice from us informing you that your latest statement is available and notify us of any Charges you believe are not applicable to you by calling Customer Support.
15.7 All Charges are inclusive of VAT at the applicable rate.
15.8 In the event that you do not pay us the Charges when due or you exceed, or are likely to exceed, any credit limit that we have notified to you, we reserve the right to suspend and/or terminate the Services and take such necessary action to recover sums due to us (plus any cost of collecting such sums). We shall notify you in advance of our intention to suspend the Services in accordance with this paragraph.
15.9 We reserve the right to suspend the Services and/or require you to pay any Charges due to us for call Charges incurred whether billed or not, if we reasonably believe that you or someone else is using the Services from your Home: (a) in a manner not typical of a residential user including but not limited to continuous use or near continuous use of the telephone connection incurring large call Charges; or (b) using the Talk Service contrary to our Fair Use Policy for the Talk Service set out at paragraph 4.9 above; or (c) with the intent to commit fraud or misuse of the Services; or (e) in any other way that may leave us unable to recover full payment for the Services provided.
15.10 In order to protect ourselves from potential fraudulent activity or misuse of Broadband Unlimited which may result in us being exposed to costs or loss of revenue, we reserve the right to notify you from time to time of any a credit limit for calls that you make using Broadband Unlimited.
15.11 We reserve the right to vary the Charges at any time on giving you notice in writing. In the event that the Charges are increased you will receive 30 days' notice. In the event that the Charges are decreased, you will be given notice within seven days of the decrease.
15.12 We reserve the right to charge an administration fee each month for payments not made by direct debit.
15.13 We may arrange for invoices to be issued by a third party on our behalf. Invoices issued by such third party shall be binding on you and payment of such invoices in full to the third party will be a valid discharge of your liability to pay such invoices under these Agreements.
16. our liability to you
16.1 We do not limit our liability if you die or are injured as a result of our negligence or you suffer loss as a consequence of any fraud by us.
16.2 We shall not be liable to you or any business connected to you, either in contract, tort (including negligence) or otherwise for any losses which are related to you or your business, including, without limitation, loss of data, loss of profits, loss of revenue or business interruption or any losses which are not reasonably foreseeable by us.
16.3 We accept responsibility for loss or damage to your physical property as a result of our negligence. We will pay up to £100,000 in any 12-month period for this loss or damage.
16.4 We shall not be liable for any failure to perform our obligations if we are prevented from doing so by an event beyond our reasonable control (which may include, without limitation, strikes; labour disputes; acts of God; war; riot; civil action; malicious acts or damage; compliance with any law, governmental or regulatory order, rule, regulation or direction; any act or omission of any government or other competent authority; accident; equipment or services failure, including the unavailability of third party telecommunications services, lines, or other equipment; fire; flood or storm).
16.5 Except as set out in this paragraph 16, any liability we may have to you, howsoever arising out of these Terms of Use or the supply of the Services is limited to £5,000 in any 12-month period.
17. term and termination
17.1 You may cancel these Agreements at any time prior to the Start Date. You agree that we shall begin the provision of the Services on the Start Date. After the Start Date you will not be able to end these Agreements except as set out in this paragraph 17. This does not affect any statutory rights that you have as a consumer, if those rights cannot be excluded or limited. Please contact your local authority Trading Standards Department or the Citizens Advice Bureau for information on your statutory rights. If you are an existing customer taking broadband services and you subscribe for either Broadband Starter or Broadband Unlimited you may be required to commit to a new Minimum Period.
17.2 The Agreements may be terminated as follows:
17.2.1 by us on 30 days' notice, unless we terminate pursuant to paragraphs 2.2, 2.4, 2.5, 9.3 and 15.8 with less notice or without notice;
17.2.2 by you giving notice we inform you of a material change to the Services or we give notice of an amendment to the relevant Agreement pursuant to paragraph 18, where such changes are to your detriment, and your notice shall take effect upon the earlier of seven days from our receipt of your notice or the date upon which the amended Agreement or Services would otherwise have taken effect; or
17.2.3 subject to paragraphs 17.1 and by you giving us 30 days' notice.
17.3 If you give notice of termination of the Broadband Starter Agreement, or the we terminate that agreement pursuant to paragraph 2.3, 2.6, 9.3 or 15.8 during the Minimum Period, you must pay all Charges that would otherwise have been payable under the Broadband Starter Agreement during the Minimum Period. If you give notice of termination of the Broadband Unlimited Agreement, or we terminate that agreement pursuant to paragraph 2.3, 4.9 9.3 or 15.8 during the Minimum Period, you must pay all Charges that would otherwise have been payable under the Broadband Unlimited Agreement during the Minimum Period.
17.3.1 In order to transfer your service to a different provider you need to request a MAC code that you should give to your new broadband provider. You can request to receive the MAC Code by email or letter. We aim to provide the MAC Code to you within 5 working days of your contacting us. A Mac Code expires after 30 days. We can only provide a new Code once the previous one has expired. The request of a MAC code does not immediately cancel an account.
17.3.2 When you terminate your Broadband Agreement and any Minimum Period has expired the termination is subject to 30 days' notice that will be applied to your Broadband account when the MAC Code is used. Further details about MAC Codes are available here.
17.3.3 After your new broadband service provider receives the MAC code normally your broadband connection will be switched to the new service provider within 10 working days.
17.4 If you give notice of termination of the Broadband Starter Agreement, or we terminate that agreement pursuant to paragraph 2.5, 9.3, 15.8 or 17.4 during the Minimum Period, you must pay all the charges for Broadband Starter as if you did not receive that service as part of this offer (at the standard charge set out on our Price List) from the date of termination until the end of the Minimum Period.
17.5 We may also terminate the Agreements or any part of them or suspend the supply of any of the Services to you, immediately and without notice if:
17.5.1 if you cease to be Eligible;
17.5.2 you breach these Terms of Use;
17.5.3 you or any person using your account misuses the Services in any way, including, without limitation, misuse in the manner set out under paragraph 9;
17.5.4 bankruptcy or other insolvency proceedings are brought against you, or if you are unable to pay your debts as they become due or fail to make payments as they fall due;
17.5.5 you are no longer able lawfully to receive the Services;
17.5.6 you no longer have an appropriate residential telephone account as required in these Terms of Use;
17.5.7 we receive a complaint from a third party that appears to be justified regarding your use of the Services; or
17.5.8 we can no longer provide the Services or provide the Services in a way that we deem appropriate.
17.6 If any of the events detailed in paragraph 17.4 occur as a result of your default, we may suspend the Services or any one Service without prejudice to our right to terminate the Broadband Starter Agreement or Broadband Unlimited Agreement. Where the Services are suspended under this paragraph 17.5 you must continue to pay all the Charges due in respect of the Services until the Agreements are terminated.
17.7 On termination of any of the Agreements each we shall have the right to automatically terminate the remaining Agreement immediately and without further notice to you.
17.8 As permitted by law on termination of the Agreements, we reserve the right to reuse the telephone number that was allocated to you.
17.9 On termination of the Agreements for whatever reason, you agree to return the Equipment or the Livebox (or both if applicable) and all parts of them to us.
17.10 Termination in accordance with this paragraph 17 shall not prejudice or affect any right of action or remedy which shall have accrued or shall thereafter accrue to any party and all provisions which are expressed to survive these Agreements or impliedly do so shall remain in full force and effect.
17.11 In the event of termination, all the information we are storing on your behalf on our servers may be deleted and in particular we may delete all the emails in your email account. Charges billed and/or paid in advance to the end of the next billing period shall not be pro rated or refunded.
18. changes to the services or terms of use
18.1 We may alter or amend at any time:
18.1.1 any aspect of the Services upon giving you 30 days' notice in advance, of such alteration taking effect, provided such alteration or amendment does not require any material change to the Broadband Starter Agreement or Broadband Unlimited Agreement; and;
18.1.2 the terms of the Broadband Starter Agreement or Broadband Unlimited Agreement upon giving you 30 days' notice in advance of any such amendment taking effect. If the proposed amendment is to your detriment and you do not wish to continue with the Services, you may terminate the Broadband Starter Agreement or Broadband Unlimited Agreement (as applicable) upon giving us notice in accordance with paragraph 19.3.
19. other things you need to know
19.1 These Agreements shall be governed by and construed in accordance with English law and the parties hereby agree to submit to the exclusive jurisdiction of the High Court of England in respect of any dispute or matter arising out of or in connection with these Agreements.
19.2 We intend to rely upon the written terms set out in the Terms of Use (as they may be amended from time to time) for the Services that we provide to you.
19.3 Unless otherwise provided in these Terms of Use, any notices other than a notice of termination by you must be sent by email, post or delivered by hand as follows:
19.3.1 to you, at the address you have given us or the email address given to us in your Registration Details or to any other address you provide to us subsequently in accordance with paragraph 6.1;
19.3.2 to us by telephone by calling Customer Support or by post addressed to Customer Support, Orange, PO Box 486, Rotherham, S63 5ZX; or
19.3.3 in the case of notices sent by email, such notices shall be deemed to be received when capable of being accessed by you. In the case of notices sent by post, such notices shall be deemed to be received on the second business day after posting.
19.4 Any notice of termination by you must be made by calling Customer Support. You may be required to prove your identity to our reasonable satisfaction before we accept such notice of termination as being valid.
19.5 Without affecting your right to terminate under these Terms of Use or your other rights, we may transfer the Broadband Starter Agreement or Broadband Unlimited Agreement to any person taking over the supply of the Services or sub-contract the provision of all or any of the Services or any part of them to any other person without your consent. Any such transfer will not impact on the terms of these Agreements and, in particular, it will not affect the price you pay for any of the Services and it will not act to change to your detriment your Usage Allowance or the Transmission Speed. We shall ensure that if we sub-contract any of the elements of the Services there shall be no detrimental affect to either you or the Services provided. You acknowledge and agree that the Services are provided for your use only and you will not transfer any of them to a third party or try to do so.
19.6 The illegality, invalidity or unenforceability of any provision these Terms of Use shall not affect the continuation in force of the remainder of these Terms of Use. Any waiver of any breach of the Agreements must be given in writing.
20. general - interpretation
20.1.1 In these Terms of Use the paragraphs that will apply to Broadband Starter are all paragraphs other than paragraph 3 and 4.
20.1.2 In these Terms of Use all paragraphs will apply to Broadband Unlimited.
20.1.3 In these Terms of Use, "we", "our" and "us" are references to Orange Home, and the companies owned by France Telecom S.A. (or any Orange group companies that take over the provision of one or more of the Services).
20.2 In these Terms of Use the following terms shall have the meanings allocated to them:
"Agreements" means the Broadband Starter Agreement and the Broadband Unlimited Agreement;
"Broadband" means either Broadband Starter or Broadband Unlimited depending on to which of those services you subscribe;
"Broadband Starter Agreement" means these Terms of Use, the Price List, the Usage Allowances (each as they relate to Broadband Starter), the Registration Details, and the Technical Requirements;
"Broadband Unlimited Agreement" means these Terms of Use, the Price List, the Usage Allowance (each as they relate to Broadband Unlimited), the Registration Details, and the Technical Requirements;
"BT" means British Telecommunications plc of 81 Newgate Street, London EC1A 7AJ;
"Charges" means the charges payable by you for connection of Broadband Starter or Broadband Unlimited, monthly charges for Broadband Unlimited, chargeable telephone calls, and any other chargeable services that you select (including downloads and administrative charges) (as applicable);
"Customer Support" means our customer support facilities which you can contact in the event you require assistance on 0844 871 0079 for Broadband Starter and 0844 873 8586 for enquiries about Broadband Unlimited;
"Eligible" means that you meet the criteria set out here;
"Equipment" means the Modem, the Livebox and any other ancillary equipment and cables necessary to use the Broadband Access Service that we may provide to you;
"Fair Use Policy" means the fair use policy details of which are available here for the Broadband Service and at paragraph 4.9 for the Talk Service;
"Home" means the residential address in the United Kingdom at which we agree to provide Broadband to you and after any Move your New Home shall be considered your Home for the purpose of these Terms of Use;
"Livebox" means the router, filters and other ancillary equipment and cables that are supplied to you as part of Broadband Unlimited that enables you to connect your computer and other internet enabled devices through either a wireless interface (using a Wireless Adapter which you must purchase separately) or a wired interface to Broadband Unlimited and enables us to provide telephone calls;
"MAC Code" This code allows you to switch from one broadband provider to another without losing your broadband connection. We will provide it to you on request when you want to migrate to a different provider. Further details are available here.
"Minimum Period" means in relation to a period of 12 months commencing from the Start Date of the relevant Agreement, unless we notify you otherwise;
"Member Centre" means this area on our website;
"Modem" means the high-speed modem and ancillary equipment that we supply to you when you subscribe to the Broadband Access Service;
"Move" means a change in the location where you live;
"New Home" means the residential address at which you request Broadband after a Move;
"Orange Companies" means, Orange Home or any other member of the Orange group of companies from time to time that may provide services, facilities and products to you under the Agreements;
"Orange Home" means Orange Home UK Limited plc, a company registered in England (company number 3014367) whose registered office is located at St James Court, Great Park Road, Almondsbury Park, Bradley Park, Bradley Stoke, Bristol BS32 4QJ;
"Price List" means the price list here setting out the Charges as may be amended by us from time to time;
"Registration Details" means the personal information you provide on registration for the Services and which may be subsequently changed or amended by you or on your behalf;
"Service Availability Area" means a geographic area specified by us where Broadband is potentially available, as published here on our website as may be amended from time to time;
"Services" means Broadband Starter and Broadband Unlimited;
"Start Date" means in relation to Broadband, the date when we have confirmed to you by email to your Orange email address or such other email address you have notified to us that your order has been accepted, or (b) if for some reason you do not receive that email, when you first start to use Broadband, whichever of these happens first;
"Technical Requirements" means the requirements to enable the Service to be provided to you as published on our website;
"Technical Support" means the telephone facility to report faults in the Services, contactable by telephone on the numbers set out on our website;
"Terms of Use" means the specific terms applicable to each of the Services;
"Transmission Speed" means the rate in terms of Mbps (millions of bits per second) or Kbps (thousands of bits per second) that data is transferred between two modems. The expected normal Transmission Speed available to you will be confirmed to you by email after Broadband Starter or Broadband Unlimited has been activated. This speed may be affected by the operational and technical characteristics of your phone line and your chosen access equipment, the Equipment, or the equipment that you connect to Broadband;
"Unlimited Supplier" has the meaning given to it in paragraph 3.2;
"Usage Allowances" means the limit of the total amount of data you may download and/or upload each month using Broadband Starter. Details of the Usage Allowances for Broadband Starter are published on our website;
"Wireless Adapter" means the USB or FireWire device available to purchase that allows your computer to communicate to the Livebox via a wireless radio link; and
"You/your" means the person with whom we make these Agreements, as specified in the Registration Details.
hideiPhone
Connection is subject to status, a minimum term contract stated in your service plan and acceptance of the network terms available at orange.co.uk/terms. Please see your service plan to see which of these great benefits you will enjoy:
- Inclusive minutes - calls to UK landlines (beginning 01, 02, 03), UK mobile networks.
- Inclusive texts - person to person texts in the UK. Text message delivery notifications not included.
- Inclusive Answer phone - Includes calls made from your Orange mobile to your Orange answerphone in the UK only. Additional features, such as answerphone call return will be charged.
- Inclusive Mobile Internet. Mobile internet browsing applies within the UK only. Any use outside the UK will be charged at the relevant international rates. Mobile Internet browsing does not include event charges such as for ringtones or games (transport costs for these events are included). Fair Usage policy of 750MB applies. Not to be used for Internet Tethering (e.g. using your handset as a modem - separate Tethered Data bundles are available). Should you exceed this limit or if such use is detected, notice may be given and Network protection controls applied to ensure the quality and availability of our network to all customers. This may result in, at Orange's discretion, reduced speed of transmission, suspension of mobile internet browsing services and/or suspension of your account.
- Inclusive WiFi - use of BT Openzone hotspots in the UK only . Fair Usage policy of 750MB applies . Usage above 750MB per month may result in suspension of Wifi services and/or suspension of your account. The 750MB Fair Usage Policy does not apply when using your iPhone on domestic WiFi. Note however that some domestic broadband packages have download limits and customers should be aware that using the iPhone to access the web through domestic WiFi will contribute to domestic data usage.
- Fair usage policies - inclusive benefits are subject to Orange fair usage policies which vary from time to time:
Unlimited texts and minutes - 3,000 texts and 4,000 minutes per month
Magic Numbers - 3 hours per Magic Number per day
Usage above these amounts will constitute abuse and Orange may monitor usage and withdraw the benefit from your account. - No roll-over - unused benefits will not roll over to the next month.
- Magic Numbers - person to person calls to a Magic Number made in the UK will be included. You may choose an additional Magic Number every 6 months. You may also change any Magic Number once every 6 months. A Magic Number can only be a personal phone number managed by Orange UK on the Orange Mobile UK network or a 2nd line number on the Orange UK Broadband Access network as part of any eligible Orange home package. On entry of a Magic Number, Orange will check to ensure that this number is within permitted number ranges and not one that has been excluded by Orange in its absolute discretion. If a number ceases to be within these ranges or is excluded it will be removed from your Magic Numbers. It could take up to 24 hours for Magic Number changes to become active
- Additional Benefits for customers on £45 plans and above
- Free itemised billing. - Additional Benefits for customers on £125 plans and above -
- Offer includes 100 Roaming minutes, to make or receive calls, and 20MB of Roaming Data. The inclusive allowance is only applicable to calls made by you to countries within Orange Roaming zone Europe1. Standard Roaming charges apply for calls to all other Roaming zones and once the relevant Bundle allowance has been used (please see orange.co.uk/abroad for further details on Roaming zones and Roaming pricing).
- Tethering offer includes 3GB of data to be used whilst the mobile phone is connected to a computer for the purposes of
providing an Internet connection.
The inclusive allowance is only applicable to data used within the UK. Any data use over and above the inclusive allowance will be charged at £0.0196/MB.
- Other charges - see the Price Guide for details. If you do not pay by direct debit or require itemised bills the charges set out in the Price Guide will apply. www.orange.co.uk/paymonthlyguide
- Existing customers - see also Our Customers First terms - orange.co.uk/terms
- Orange reserves the right to replace, amend or withdraw the Service Plans (in whole or part) or these terms at any time on reasonable notice.
These terms apply to all Orange customers purchasing an Internet Tethering bundle for use on an iPhone.
The Tethering Bundle is only available when the customer connects an iPhone to an iPhone tariff, or a standard tariff in conjunction with the Data and Wifi bundle.
The Tethering bundle includes an allowance of data to be used whilst the mobile phone is connected to a computer for the purposes of providing an Internet connection.
The inclusive allowance is only applicable to data used within the UK.
Any data used outside of the UK is subject to connection to foreign networks, cannot be guaranteed, and will be charged. See orange.co.uk/abroad
30 Day BundlesAny data use over and above the inclusive allowance will be charged at £0.049/MB.
Recurring monthly bundles have a minimum subscription of one (1) calendar month from the date it is applied to your Account and shall remain recurring unless and until you tell us that you want to stop using the Bundle by giving at least ten (10) clear days notice prior to your next bill date.
18 and 24 Month BundlesThese terms apply to New and Upgrading Orange customers purchasing an Internet Tethering bundle for use on an iPhone
Any data use over and above the inclusive allowance will be charged at £0.0196/MB.
Unlimited Text BundleThese terms apply to all Orange customers purchasing an unlimited text bundle.
Text Messages are standard person to person texts within the UK. Text message delivery notifications not included.
The offer is subject at all times to a fair usage policy of 3000 texts (as appropriate) each month. Usage above this amount will constitute abuse and Orange may monitor usage and withdraw the Offer from your account if the fair usage policy is abused.
Purchase of these bundles is, in addition to these terms, subject to your normal Terms and Conditions for the Supply of Orange Network Services which can be found at www.orange.co.uk/terms.
Orange reserves the right to replace, amend or withdraw the offer (in whole or part) or these terms at any time on reasonable notice.
iPhone Data & Wifi BundleThese terms apply to all Orange customers purchasing an unlimited Data and Wifi Bundle.
The customer must have an iPhone. If device was not originally connected to Orange we cannot guarantee services and settings.
- Inclusive Mobile Internet. . Mobile internet browsing applies within the UK only. Any use outside the UK will be charged at the relevant international rates. Mobile Internet browsing does not include event charges such as for ringtones or games (transport costs for these events are included). Fair Usage policy of 750MB applies. Not to be used for Internet Tethering (e.g. using your handset as a modem - separate Tethered Data bundles are available). Should you exceed this limit or if such use is detected, notice may be given and Network protection controls applied to ensure the quality and availability of our network to all customers. This may result in, at Orange's discretion, reduced speed of transmission, suspension of mobile internet browsing services and/or suspension of your account.
- Inclusive WiFi - use of BT Openzone hotspots in the UK only. Fair Usage policy of 750MB applies . Usage above 750MB per month may result in suspension of Wifi services and/or suspension of your account. The 750MB Fair Usage Policy does not apply when using your iPhone on domestic WiFi. Note however that some domestic broadband packages have download limits and customers should be aware that using the iPhone to access the web through domestic WiFi will contribute to domestic data usage.
Purchase of any of the above bundles is, in addition to the terms stated above, subject to your normal Terms and Conditions for the Supply of Orange Network Services which can be found at www.orange.co.uk/terms.
Orange reserves the right to replace, amend or withdraw the bundles (in whole or part) or these terms at any time on reasonable notice.
hide- Business iPhone Plan add on bundle pricing is described at www.orange.co.uk/business/iphoneaddon.
- Purchase of these bundles is, in addition to these terms, is subject to Orange's "Standard Network Terms and Conditions for the Supply of Orange Network Services" which are stated (as appropriate) in: - your Customer Information Form, Business/Small Business CIF, OBSCA, OBSMA; or - the pay monthly Standard Terms and Conditions for the Supply of Orange Network Services, a copy of which can be found at the back of your Orange phone user guide and at http://www.orange.co.uk/terms . With the exception of clause 5 above, where there is any inconsistency between these Business iPhone Plan terms and conditions and the Standard Network Terms and Conditions for the Supply of Orange Network Services, the latter will prevail.
- Orange reserves the right to replace, amend or withdraw these Bundles (in whole or part) or these terms at any time on reasonable notice.
These terms apply to all Orange business customers purchasing an iPhone Data and Wi-Fi Bundle.
The customer must have an iPhone connected to a Business voice service plan. If the device was not originally connected to Orange we cannot guarantee services and settings.
Inclusive Mobile Internet: Mobile internet browsing is for use within the UK only. Any use outside the UK will be charged at the relevant international rates. Mobile Internet browsing does not include event charges such as for ringtones or games (transport costs for these events are included). Fair Usage policy of 750MB / per month applies. Usage above this amount will constitute abuse and Orange may monitor usage, apply Network protection controls which may result in reduced speed of transmission and/or withdraw the bundle from your account if the fair usage policy is abused. Not to be used for other activities (e.g. using your device as a modem, non-Orange internet based streaming services, voice or video over the internet, peer to peer file sharing, non-Orange internet based video). Should such use be detected notice may be given and Network protection controls applied to all services which Orange does not believe constitutes mobile browsing. This may result in reduced speed of transmission, suspension of data browsing services and/or suspension of your account.
Inclusive Wi-Fi: Use of BT Openzone hotspots in the UK only. Fair Usage policy of 750MB / per month applies. Usage above 750MB per month may result in suspension of Wi-Fi services and/or suspension of your account.
18 and 24 month Bundles can only be added at the point of connection of the voice service plan, and have to remain connected for the voice service plan Minimum Connection Period.
Tethering BundleThese terms apply to all Orange Business customers purchasing a Tethering Bundle.
The Tethering Bundle is only available when the customer connects an iPhone to an iPhone Business Plan (see www.orange.co.uk/business/iphoneaddon ), or a standard Business service plan in conjunction with the iPhone Data and Wi-Fi Bundle.
The Tethering bundle includes an allowance of data to be used whilst the mobile phone is connected to a computer for the purposes of providing an Internet connection.
The inclusive allowance is only applicable to data used within the UK.
Any data used outside of the UK is subject to connection to foreign networks, cannot be guaranteed, and will be charged. See www.orange.co.uk/business/roaming .
30 day Tethering Bundles have a minimum subscription of one (1) calendar month from the date it is applied to your Account and shall remain recurring unless and until you tell us that you want to stop using the Bundle by giving at least ten (10) clear days notice prior to your next bill date.
18 and 24 month Tethering Bundles can only be added at the point of connection of the voice service plan, and have to remain connected for the voice service plan Minimum Connection Period.
unlimited UK data use: Unlimited use does not include Roaming services. You will not be charged for mobile data use whilst in the UK (subject to fair use policy). Orange's fair usage policy is currently 5GB per user per month, but is subject to change by Orange. Where your use of the Services exceeds this fair use policy, Orange may ask you to reduce your use. If, you continue to breach the fair use policy, Orange may (a) Suspend your access to the Services, and/or (b) restrict your bandwidth and/or data consumption, and/or (c) require you to move to a Service Plan more appropriate to your use.
Unlimited Text BundleThese terms apply to all Orange customers purchasing an unlimited text bundle and is only available for use with a Business iPhone Plan.
Text Messages are standard person to person texts within the UK. Text message delivery notifications not included.
The Bundle is subject at all times to a fair usage policy of 3000 texts each month. Usage above this amount will constitute abuse and Orange may monitor usage and withdraw the Bundle from your account if the fair usage policy is abused.
hide- These terms and conditions apply to all customers on an Business iPhone Plan Service Plan. Business iPhone Plan is available to Business customers connecting on line 1 only and for use only with an iPhone.
- Business iPhone Plan pricing is described at www.orange.co.uk/business/iphoneplansforone. Any benefit or offer included within your Business iPhone Plan Service Plan will end if your use of that Service Plan ends. Minimum call charges apply - see pricing for details.
- Connection is subject to status and an 18 or 24 month minimum connection period (or such longer minimum connection period) as stated in your agreement with Orange.
- Resigning (or upgrading): The following rules apply when resigning or upgrading to Business iPhone Plan during your
minimum connection period:
- If your current contract with Orange is an OBSCA or OBSMA, then you can only re-sign or upgrade in accordance with the terms of that agreement;
- If your contract with Orange is not an OBSCA or OBSMA, you can resign or upgrade in the final 3 months of your current Minimum Connection Period contract but the remaining duration of your current Minimum Connection Period will be added to your new Minimum Connection Period.
- Migration: The following rules apply to changes to your Business iPhone Plan Service Plan during your minimum
connection period:
- you can move to a higher Service Plan at any time;
- If your contract with Orange is an OBSCA or OBSMA, then downward changes to your Service Plan are governed by the terms set out in your agreement;
- If your contract with Orange is not an OBSCA or OBSMA, then regardless of anything in the Standard Network Terms and Conditions for the Supply of Orange Network Services which states otherwise (a) you may only change down one Service Plan step and on one occasion; and (b) that one step down can only occur after half the minimum connection period contracted for that Service Plan has expired. For example, if you contracted to Business iPhone Plan 40 on a 2 year contract, you can only change to Business iPhone Plan 30 and only after you have used Business iPhone Plan 40 for at least 12 months.
- Voice:
- Your Anytime Any Network Minutes include UK calls to Orange phones, UK landlines beginning with 01/02/03, other UK mobile networks and Orange answerphone. Calls to 05, 08 and 09 numbers , 07 call-forwarding services and any calls made whilst Roaming are not included and are charged at prevailing rates - see price guide for details. Inclusive minutes do not roll over. Orange magic numbers does not apply.
- If your plan includes Unlimited UK calls, this means Any Network Anytime Minutes subject to a fair use policy of 5000 minutes per month.
- Text:
- Any text allowance is for standard person to person text messages sent within the UK. Inclusive texts do not rollover. Out of bundle texts will be charged at your Service Plan rate.
- If your plan includes unlimited text, this is subject to a fair use policy of 3000 messages per month.
- Data:
- These terms apply to all Orange business customers purchasing an iPhone Data and Wi-Fi Bundle.
- The customer must have an iPhone connected to a Business voice service plan. If the device was not originally connected to Orange we cannot guarantee services and settings.
- Inclusive Mobile Internet: Mobile internet browsing is for use within the UK only. Any use outside the UK will be charged at the relevant international rates. Mobile Internet browsing does not include event charges such as for ringtones or games (transport costs for these events are included). Fair Usage policy of 750MB / per month applies. Usage above this amount will constitute abuse and Orange may monitor usage, apply Network protection controls which may result in reduced speed of transmission and/or withdraw the bundle from your account if the fair usage policy is abused. Not to be used for other activities (e.g. using your device as a modem, non-Orange internet based streaming services, voice or video over the internet, peer to peer file sharing, non-Orange internet based video). Should such use be detected notice may be given and Network protection controls applied to all services which Orange does not believe constitutes mobile browsing. This may result in reduced speed of transmission, suspension of data browsing services and/or suspension of your account.
- Inclusive Wi-Fi: Use of BT Openzone hotspots in the UK only. Fair Usage policy of 750MB / per month applies . Usage above 750MB per month may result in suspension of Wi-Fi services and/or suspension of your account.
- 18 and 24 month Bundles can only be added at the point of connection of the voice service plan, and have to remain connected for the voice service plan Minimum Connection Period.
- Nominated Numbers:
- For Business iPhone Plan, your Nominated Number can be a UK landline numbers (starting 01/02/03) or an Orange mobile number.
- You can call this Nominated Number free (subject to fair use) for the first 60 minutes of each call (when calling within the UK). After the first 60 minutes you will revert to your normal service plan rate (any inclusive minutes will be used first, then you would pay standard out of bundle rates). You can redial after 60 minutes.
- You can make up to 1 change to your nominated numbers within a 6 month cycle, and your first 6 month cycle starts at the point of connection. Changes can be made via www.orange.co.uk/youraccount (restrictions apply) or by calling Orange.
- For more information on Nominated Numbers, please see www.orange.co.uk/business/nominatednumbers .
- Orange reserves the right to reject any nomination in its absolute discretion and without providing a reason. Orange may withdraw a particular nominated number at any time, but you will be allowed to nominate a replacement number (in addition to your change allowance stated above).
- Fair Use policy: use of a Nominated Number is subject at all times to a fair usage policy of 1,500 minutes each month. Usage above fair use policies will constitute abuse and Orange may monitor usage and withdraw a Nominated Number from your account, transfer you to a Service Plan more appropriate to your use or Disconnect your Account.
- If you change your Service Plan at any time you will lose your Nominated Number. You will need to reset your Nominated Number (if entitled to do so) under your new Service Plan.
- Tethering: If your plan includes Tethering, then please see www.orange.co.uk/business/iphoneaddon for terms.
- Sharing: you cannot add any sharers to Business iPhone Plan.
- Orange Business Additions:
- Faulty Replacement Service: Service Plans that are 18 months or longer include Orange's Faulty Replacement Service for Business for your Minimum Connection Period subject to a maximum of 24 months. Faulty Replacement Service is subject to terms and conditions set out at www.orange.co.uk/business/faultyreplacement.
- Care: Service Plans do not include Orange Care, but this may be purchased separately. Orange Care is subject to the terms and conditions set out at www.orange.co.uk/businesscare.
- Answerphone: Where Service Plans include free calls to answerphone, those calls do not use inclusive minutes if they are made from your Orange mobile phone to your Orange answerphone whilst in the UK. Calls to your answerphone whilst roaming and use of the additional features such as answerphone call return, will be charged at your standard Service Plan rates.
- Itemised billing: Itemised billing can be requested and will be chargeable. Itemised billing may be provided online.
- Direct debit: Charges for payments not made by direct debit will be applied as set out in the price guide.
- Network terms: Service is subject to Orange's "Standard Network Terms and Conditions for the Supply of Orange Network
Services" which are stated (as appropriate) in:
- your Customer Information Form, Business/Small Business CIF, OBSCA, OBSMA; or
- the pay monthly Standard Terms and Conditions for the Supply of Orange Network Services, a copy of which can be found at the back of your Orange phone user guide and at http://www.orange.co.uk/terms. With the exception of clause 5 above, where there is any inconsistency between these Business iPhone Plan terms and conditions and the Standard Network Terms and Conditions for the Supply of Orange Network Services, the latter will prevail.
- Business is classified as a customer who can provide the following:
- For limited companies, the company registration number and the VAT number;
- For charities, the charity number;
- For all other businesses, a copy of a business chequebook, plus an invoice on company headed paper or a business utility bill.
- Orange reserves the right to replace or amend the Service Plans or these terms and conditions or to withdraw the Service Plans at any time without notice.
- References to Orange in these terms and conditions are to Orange Personal Communications Services Limited whose registered office is at St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol, BS32 4QJ.
If you're connecting or upgrading to a pay as you go iPhone on Orange, you get 12 months' free mobile internet and Wi-Fi. A text will be sent to confirm when the free mobile internet and Wi-Fi offers have been applied (these messages may take up to 24 hours). A text will also be sent when the offers are due to expire. If you leave Orange or transfer to pay monthly you can't take this offer with you. The free mobile internet offer only applies in the UK and is capped at 250MB per month, after which standard pay as you go data charges apply. You can monitor how much data you are using by calling 343. The free Wi-Fi offer gives you unlimited Wi-Fi at BT openzone hotspots in the UK (to find a hotspot, check out www.btopenzone.co.uk). The offer is also subject to a fair usage limit of 750MB each month. If you go over this limit, we (Orange) may monitor your usage and withdraw the offer from your account. But 750MB is an awful lot to play with. So hopefully it won't come to that.
hideoffers and promotions
Pay monthly
- The free MPS-100 Speakers promotion is available to all new customers purchasing a Sony Ericsson W995 in Red or Black connecting to an Orange PAYM contract with a monthly service charge of £20 or more from 26th - 31st December 2009, 11th - 13th January and 28th - 31st January 2010.
- The promotion is subject to availability at shop.orange.co.uk.
- This offer is not available to employees of Orange or its associated companies.
- Connection to PAYM is subject to status. Minimum monthly payment assumes payment by direct debit and non-itemised bill. Other terms apply.
- If your account is terminated for any reason or should you return your phone for any reason, you will cease to qualify for the promotion and the MPS-100 Speaker will need to be returned to Orange at your expense.
- The MPS-100 Speakers may vary, subject to availability.
- No cash alternatives are available.
- Orange reserves the right to replace or amend this promotion or these terms and conditions at any time on reasonable notice.
- The free 16GB Memory Card promotion is available to all new customers purchasing a Nokia 6700 connecting to an Orange PAYM contract with a monthly service charge of £20 or more from 9th - 10th January,16 - 17th January and 23rd - 26th January 2010.
- The promotion is subject to availability at shop.orange.co.uk.
- This offer is not available to employees of Orange or its associated companies.
- Connection to PAYM is subject to status. Minimum monthly payment assumes payment by direct debit and non-itemised bill. Other terms apply.
- The 16GB Memory Card may be delivered separately to your PAYM handset.
- If your account is terminated for any reason or should you return your phone for any reason, you will cease to qualify for the promotion and the 16GB Memory Card will need to be returned to Orange at your expense.
- The 16GB Memory Card may vary, subject to availability.
- No cash alternatives are available.
- Orange reserves the right to replace or amend this promotion or these terms and conditions at any time on reasonable notice.
- The free WEP-350 BT headset promotion is available to all new customers purchasing a Samsung Tocco Ultra in Black connecting to an Orange PAYM contract with a monthly service charge of £20 or more from 5th - 8th January, and 25th - 27th January 2010.
- The promotion is subject to availability at shop.orange.co.uk.
- This offer is not available to employees of Orange or its associated companies.
- Connection to PAYM is subject to status. Minimum monthly payment assumes payment by direct debit and non-itemised bill. Other terms apply.
- The WEP-350 BT may be delivered separately to your PAYM handset.
- If your account is terminated for any reason or should you return your phone for any reason, you will cease to qualify for the promotion and the WEP-350 BT will need to be returned to Orange at your expense.
- The WEP-350 BT may vary, subject to availability.
- No cash alternatives are available.
- Orange reserves the right to replace or amend this promotion or these terms and conditions at any time on reasonable notice.
- The free BB VM-605 Visor Carkit promotion is available to all new customers purchasing a Blackberry 8520 connecting to an Orange PAYM 18 or 24 month contract with a monthly service charge of £20 or more from 1st - 5th January, 11th - 15th January and 27th - 29th January 2010.
- The promotion is subject to availability at shop.orange.co.uk.
- This offer is not available to employees of Orange or its associated companies.
- Connection to PAYM is subject to status. Minimum monthly payment assumes payment by direct debit and non-itemised bill. Other terms apply.
- The BB VM-605 Visor Carkit may be delivered separately to your PAYM handset.
- If your account is terminated for any reason or should you return your phone for any reason, you will cease to qualify for the promotion and the BB VM-605 Visor Carkit will need to be returned to Orange at your expense.
- The BB VM-605 Visor Carkit may vary, subject to availability.
- No cash alternatives are available.
- Orange reserves the right to replace or amend this promotion or these terms and conditions at any time on reasonable notice.
- The free Xquisit MB-9 Capsule Speakers promotion is available to all new customers purchasing a Motorla Dext connecting to an Orange PAYM contract with a monthly service charge of £20 or more from 1st - 5th January and 14th - 18th January 2010.
- The promotion is subject to availability at shop.orange.co.uk.
- This offer is not available to employees of Orange or its associated companies.
- Connection to PAYM is subject to status. Minimum monthly payment assumes payment by direct debit and non-itemised bill. Other terms apply.
- If your account is terminated for any reason or should you return your phone for any reason, you will cease to qualify for the promotion and the Xquisit MB-9 Capsule Speakers will need to be returned to Orange at your expense.
- The Xquisit MB-9 Capsule Speakers may vary, subject to availability.
- No cash alternatives are available.
- Orange reserves the right to replace or amend this promotion or these terms and conditions at any time on reasonable notice.
- The free Nokia Bundle promotion is available to all new customers purchasing a Nokia 6700 connecting to an Orange PAYM contract with a monthly service charge of £20 or more from 26th - 31st December 2009 and 18th - 22nd January 2010.
- The promotion is subject to availability at shop.orange.co.uk.
- This offer is not available to employees of Orange or its associated companies.
- Connection to PAYM is subject to status. Minimum monthly payment assumes payment by direct debit and non-itemised bill. Other terms apply.
- If your account is terminated for any reason or should you return your phone for any reason, you will cease to qualify for the promotion and the Nokia Bundle will need to be returned to Orange at your expense.
- The Nokia Bundle may vary, subject to availability.
- No cash alternatives are available.
- Orange reserves the right to replace or amend this promotion or these terms and conditions at any time on reasonable notice.
- The free WEP-250 BT Headset promotion is available to all new customers purchasing a Samsung S5600 in Black connecting to an Orange PAYM contract with a monthly service charge of £20 or more from 4th - 10th January and 25th - 31st January 2010.
- The promotion is subject to availability at shop.orange.co.uk.
- This offer is not available to employees of Orange or its associated companies.
- Connection to PAYM is subject to status. Minimum monthly payment assumes payment by direct debit and non-itemised bill. Other terms apply.
- If your account is terminated for any reason or should you return your phone for any reason, you will cease to qualify for the promotion and the WEP-250 BT Headset will need to be returned to Orange at your expense.
- The WEP-250 BT Headset may vary, subject to availability.
- No cash alternatives are available.
- Orange reserves the right to replace or amend this promotion or these terms and conditions at any time on reasonable notice.
- The free Nokia Bundle promotion is available to all new customers purchasing a Nokia 5800 in Black and Silver connecting to an Orange PAYM contract with a monthly service charge of £20 or more from 1st to 6th December 2009.
- The promotion is subject to availability at shop.orange.co.uk.
- This offer is not available to employees of Orange or its associated companies.
- Connection to PAYM is subject to status. Minimum monthly payment assumes payment by direct debit and non-itemised bill. Other terms apply.
- If your account is terminated for any reason or should you return your phone for any reason, you will cease to qualify for the promotion and the Nokia Bundle will need to be returned to Orange at your expense.
- The Nokia Bundle may vary, subject to availability.
- No cash alternatives are available.
- Orange reserves the right to replace or amend this promotion or these terms and conditions at any time on reasonable notice.
- The free MBS-100 Speakers promotion is available to all new customers purchasing a Sony Ericsson W995 in Red connecting to an Orange PAYM contract with a monthly service charge of £Â£20 or more from 7th - 11th December 2009.
- The promotion is subject to availability at shop.orange.co.uk.
- This offer is not available to employees of Orange or its associated companies.
- Connection to PAYM is subject to status. Minimum monthly payment assumes payment by direct debit and non-itemised bill. Other terms apply.
- If your account is terminated for any reason or should you return your phone for any reason, you will cease to qualify for the promotion and the free MBS-100 Speakers will need to be returned to Orange at your expense.
- The free MBS-100 Speakers may vary, subject to availability.
- No cash alternatives are available.
- Orange reserves the right to replace or amend this promotion or these terms and conditions at any time on reasonable notice.
- The free Sony PSP Lite promotion is available to all new customers purchasing a LG GW520 connecting to an Orange PAYM 18 or 24 month contract with a monthly service charge of £Â£30 or more from 8th - 13th December 2009.
- The promotion is subject to availability at shop.orange.co.uk.
- This offer is not available to employees of Orange or its associated companies.
- Connection to PAYM is subject to status. Minimum monthly payment assumes payment by direct debit and non-itemised bill. Other terms apply.
- The Sony PSP Lite may be delivered separately to your PAYM handset.
- If your account is terminated for any reason or should you return your phone for any reason, you will cease to qualify for the promotion and the free Sony PSP will need to be returned to Orange at your expense.
- The free Sony PSP may vary, subject to availability.
- No cash alternatives are available.
- Orange reserves the right to replace or amend this promotion or these terms and conditions at any time on reasonable notice.
- The free Digital Frame promotion is available to all new customers purchasing a Nokia 6700 connecting to an Orange PAYM contract with a monthly service charge of £20 or more from 14th - 18th December 2009.
- The promotion is subject to availability at shop.orange.co.uk.
- This offer is not available to employees of Orange or its associated companies.
- Connection to PAYM is subject to status. Minimum monthly payment assumes payment by direct debit and non-itemised bill. Other terms apply.
- If your account is terminated for any reason or should you return your phone for any reason, you will cease to qualify for the promotion and the free Digital Frame will need to be returned to Orange at your expense.
- The free Digital Frame may vary, subject to availability.
- No cash alternatives are available.
- Orange reserves the right to replace or amend this promotion or these terms and conditions at any time on reasonable notice.
- The free 16GB Memory Card promotion is available to all new customers purchasing a Nokia 5800 in Black & Silver connecting to an Orange PAYM 18 or 24 month contract with a monthly service charge of £20 or more from 17th - 20th December 2009.
- The promotion is subject to availability at shop.orange.co.uk.
- This offer is not available to employees of Orange or its associated companies.
- Connection to PAYM is subject to status. Minimum monthly payment assumes payment by direct debit and non-itemised bill. Other terms apply.
- If your account is terminated for any reason or should you return your phone for any reason, you will cease to qualify for the promotion and the free 16GB Memory Card will need to be returned to Orange at your expense.
- The free 16GB Memory Card may vary, subject to availability.
- No cash alternatives are available.
- Orange reserves the right to replace or amend this promotion or these terms and conditions at any time on reasonable notice.
- The £20 hmv voucher offer ("the Promotion") is available to new Pay Monthly customers (and existing Pay Monthly customers who upgrade) who are currently students, on production of a valid NUS card or UCAS acceptance letter for purchases via Orange Retail Stores, or NUS number for online or telesales purchases.
- The Promotion will run from 17 August 2009 to 31st October 2009.
- The Promotion is a £20 hmv voucher with purchase of any Samsung handset (subject to availability) on an 18 or 24 month minimum term contract (excludes SIM Only, 12 month and 36 month contracts). No cash alternative will be given.
- Samsung handsets purchased through Orange Retail Stores entitles the purchaser to a £20 hmv paper voucher at the point of purchase. These vouchers are redeemable in hmv stores, and have no expiry date.
- Customers purchasing Samsung handsets online and via telesales will receive an SMS with redemption instructions, Upon registering their details on the www.orange-hmv.co.uk website, and details have been validated, the £20 hmv e-voucher will then be emailed to the customer. These vouchers are redeemable at www.hmv.com, and are valid for a 12 month period.
- Vouchers subject to standard hmv terms and conditions.
- Orange reserves the right to vary, amend or cancel these terms and conditions or to withdraw this Promotion at any time upon reasonable notice.
- The Promotion is not available in conjunction with any other offer and/or promotion unless otherwise specified.
- The Promoter is Orange Personal Communications Services Limited of St James Court, Great Park Road, AlmondsburyPark, Bradley Stoke, Bristol, BS32 4QJ.
Pay as you go
"You" means any Orange pay as you go customer who requests to Upgrade their current Orange pay as you go mobile phone.
- The free £1 airtime credit promotion is available to anyone upgrading to a pay as you go handset. The credit will be applied to the account upon activation of the upgrade.
- You can request to Upgrade your phone at anytime provided You are the registered Orange account holder and You have not registered a previous Upgrade in the last 30 days.
- Any incentive offered as part of the pay as you go Upgrade facility will only be awarded if You register the new phone as an Upgrade, retaining both your existing mobile number and user details.
- Any incentive offered to new pay as you go connections will not be awarded to customers who purchase a pay as you go phone as an Upgrade, unless otherwise stated.
- Any Orange Care that You have purchased will automatically transfer to your new phone when You register it as an Upgrade.
- The pay as you go Upgrade facility is subject to status at all times. Orange reserves the right not to allow customers to Upgrade their phone should we have good reason to believe that You are in breach of these, or the Supply of Orange pay as you go Services Terms and Conditions.
- Orange reserves the right to amend, vary or cancel these terms and conditions or to withdraw the pay as you go Upgrade facility at any time on reasonable notice.
- This Promotion is defined as "Upgrade Reward".
- The Promotion is available to all Orange Pay as you Go customers who have been with Orange for at least 6 months and 1 day. To be eligible for the Promotion you must officially purchase and register a new mobile phone onto your existing Orange pay as you go account, retaining the same Orange mobile phone number and user details. For further terms see Upgrade terms and conditions at www.orange.co.uk
- To receive the Promotion, you must have an average top up of at least £10 per month over the last 6 months.
- Customers eligible for this Promotion will receive a reward of up to £100 in any six months. The reward is calculated as 15% of your average top up over the last six months and will be applied to your account monthly over the six month period following upgrade.
Average 6 month top-up Monthly reward £60-£69 £1.75 £70-£79 £2.00 £80-£89 £2.25 £90-£99 £2.50 £100-£109 £2.75 £110-£119 £3.00 £120-£139 £3.50 £140-£159 £4.00 £160-£189 £4.75 £190-£219 £5.50 £220-£259 £6.50 £260-£309 £7.75 £310-£369 £9.25 £370-£459 £11.50 £460-£599 £6.00 £600 or over £16.67 - The monthly reward can be used for standard network services including standard voice calls to UK network mobiles and fixed landlines, Lo-Call Rate calls (i.e., 0845 numbers), standard person to person UK mobile text messages (including photo messaging and video messaging) and access to Orange World. All other calls and services are excluded and will be charged at standard rates.
- The first monthly reward will be applied to your account within 24 hours of registration of the new handset.
- Each monthly reward is valid for one calendar month from the date it is applied to your account. Any unused monthly reward will be removed at the end of the calendar month.
- The monthly reward will not count towards calculating your average top-up when considering eligibility for the Upgrade reward in the future.
- No other reward or credit offered by Orange in respect of any other promotions, including but not limited to the "Prepay Repay" £5 free credit and the bonus top-up reward, will count towards calculating your average top-up when considering eligibility for the Upgrade reward in the future.
- The Promotion runs in a 6 monthly cycle. Subject to clauses 2 and 3 you will become eligible for the monthly reward again at the end of the 6 monthly cycle.
- You must have an airtime balance of 1p to use the monthly reward
- The Promotion is available with Extras. Any Extras on your account will be used before your monthly reward.
- Unless stated otherwise, the Promotion is available with any existing PAYG promotion.
- Orange reserves the right to amend or vary these terms and conditions or to withdraw the Promotion at any time on reasonable notice.
- Service is subject to the Terms and Conditions for the supply of Orange pay as you go Services, a copy of which can be found at the back of your Orange phone User Guide or SIM pack. Where there is any inconsistency between these Terms and Conditions, and the Standard Terms and Conditions for the supply of Orange pay as you go Services the latter will prevail
- The following offer (the "Promotion") is available only to full time higher education students who are new or existing Orange customers, subject to the additional "Our Customers First" terms set out below ("Eligible Customers").
- The promotion is available on all pay as you go handsets £29.99 and above. The price excludes airtime bought at point of purchase.
- The Promotion is available through Orange Retail, Orange Online and Orange Telebusiness only.
- The promotion is valid from 1st July 2009 to 31st July 2010
- In order to qualify for the Promotion you must provide a valid NUS (National Union of Students) or Matriculation card (for Scottish Universities only) or a letter from your University/College confirming that you have been accepted as a or are a full time student (dated and on headed paper). Photocopies are not acceptable.
- The Promotion is not transferable. No refunds or cash alternatives are available.
- Orange reserves the right to remove the Promotion from your account and/or ask you to refund the discount if it considers that you have breached any of the Promotion terms and conditions and/or any of the Orange standard network Terms and Conditions.
- The Promotion is not available in conjunction with other Orange discounts including Phone Fund, phone buyback, Perk and Trade Secrets.
- Connection is subject to status and acceptance of the Orange standard network Terms and Conditions a copy of which is available in your phone user guide. Further copies are available by visiting www.orange.co.uk. Where there is any inconsistency between these terms and conditions and the Orange standard network terms and conditions, the latter will prevail.
- Orange reserves the right to vary, amend or cancel these terms and conditions at any time upon reasonable notice.
- The offer (the Promotion) is valid from 17th August 2009 while stocks last. The Promotion will end by 13th September 2009.
- The offer is available against the purchase of all pay as you go Samsung handsets subject to availability.
- Compulsory top up applies to all handsets purchased.
- The Promotion is available through Orange Retail, Orange Online and Orange Telebusiness only.
- Samsung purchased through Orange Retail stores will entitle the purchaser to £20 hmv paper vouchers at the point of purchase. These vouchers are redeemable in hmv stores.
- Customers that purchase Samsung handsets through Orange Online and Orange Telebusiness will receive an email to the email address provided at point of order, 10 days after their handset has been received. The email will contain details of the e-voucher which can only be redeemed at www.hmv.com. Handsets returned before the 10 days have passed will not be eligible for the voucher and no email will be sent. We are not able to issue paper vouchers to orders made through these channels.
(there is a chance that due to fulfilment constraints instead of being emailed the customerwill receive an SMS with a PIN number and URL to redeem their voucher on the hmv website) - All vouchers are subject to the standardhmv terms and conditions and are eligible for 12 months from issue.
- Orange reserves the right to vary, amend or cancel these terms and conditions at any time upon reasonable notice.
- The Promotion is restricted to 2 handsets per household.
- The Promotion is available in conjunction with other pay as you go offers.
- No cash alternative will be given.
Bright Top Ups Terms & Conditions
- Bright Top Ups ("the Promotion") is open to invited Orange UK Pay As You Go customers but excludes Orange employees, their families or any other person associated with it.
- All entry instructions form part of these Terms and Conditions, which, by taking part, all entrants will be deemed to have accepted.
- The Promotion commences on 30th April 2009 and will run on an ongoing basis. Orange reserves the right to withdraw or amend the Promotion at any time. Notice will be given via text message to customers who have registered for the Promotion and will be effective immediately.
- Each top-up will be automatically entered into Bright Top Ups and winners will be randomly selected based on a 1 in 3 chance to win. Customers will receive a text message letting them know what they have won and instructions on how to claim their prize.
- The Bright Top Ups text messages customers send and receive will be free of charge in the UK. Customers using their phones abroad making an eligible top-up will still be eligible to enter but the standard roaming rate will apply to any Bright Top Ups message sent.
- Prizes will consist of mobile and non-mobile prizes, details of which can be found on www.orange.co.uk/brighttopups
- Prizes must be claimed within 30 days of receipt of notification that a prize has been won unless otherwise stated. Mobile prizes will be valid for 7 days from when they are applied.
- Mobile prizes are claimed free of charge by sending YES to the number provided in the winning message.
- Non mobile prizes can be claimed at www.orange.co.uk/brighttopups. Winners will need to register their details, including their mobile telephone number and a valid UK delivery address. Allow 28 days for delivery of the prize. Customers under the age of 16 may require parental consent to claim some prizes.
- Non-mobile prizes can be gifted or in the case of multiple prizes, shared with friends. Where prizes are gifted, it is the responsibility of the person accepting the prize that they comply with the minimum age requirements. For details of how to gift a prize, see www.orange.co.uk/brighttopups.
- Non-mobile prizes can only be delivered to an address within the UK. It is the customer's responsibility to ensure the delivery details provided are correct.
- All prizes are non-transferable, non-refundable (either wholly or partly in cash) and cannot be exchanged. No cash alternative will be made available for any prize won.
- The promoter reserves the right to substitute any prize with another prize of equal or greater value.
- Customers who do not have internet access can claim a non-mobile prize by calling 450 instead. Calls will be charged at 25p standard rate. Customers will be sent a form on which they will need to insert their details and return to Orange. Please leave sufficient time to return the form to claim your prize within the prescribed 30 day claim period.
- Customers will not be eligible for their prize where the top up has been refunded or where we believe they have topped up fraudulently. The decision to withhold prizes in these cases is at the sole discretion of Orange UK and no correspondence will be entered into.
- Any eligible customer wishing to opt-out of Bright Top Ups can do so at any time by texting 'STOP' to 48000. Opting out of this promotion will not opt you out of all Orange promotions. To do this call 450 and speak to a Customer Services Advisor.
- By entering this Promotion, entrants agree to their details being submitted to a third party for purposes of conducting the draw and shipping.
- Customer details will not be passed onto any third party for marketing purposes.
- Customers in Northern Ireland (only) are able to enter without having to top up. Please print out and complete the form from www.orange.co.uk/brighttopup and send it to Bright Top Ups (NPN), Dept No D5643, PO Box 99, Aylesbury, HP19 8RR. Alternatively please send your name, address and Orange phone number to Bright Top Ups (NPN), Dept No D5643, PO Box 99, Aylesbury, HP19 8RR. Only one entry per stamped envelope will be accepted per week. Any incomplete, incorrect, illegible or damaged forms will be invalid and the Promoter takes no responsibility for any entry forms which are delayed or lost in the post.
- Any Bright Top Ups queries should be directed to www.orange.co.uk/brighttopups or by calling 450. Calls will be charged at 25p standard rate.
- Orange reserves the right to amend, vary or cancel these terms and conditions or to withdraw this promotion at any time upon reasonable notice.
- Promoter: Orange Personal Communications Services Limited, St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol BS32 4QJ. No correspondence should be sent to this address.
£10 free credit will be applied to the LG LG PopGD510 and LG Cookie Pay as you go connections and upgrades activated between 1st and 14th February. Any handsets received by the customer after the 17th of will not have the credit applied. £10 free credit refers to an airtime bundle which can be used for calls, texts and internet access. This credit will not count towards your animal reward value.
hideBroadband
- This Mobile and Broadband Offer ("the Promotion") is available to Orange Pay Monthly customers (except business customers) and Orange Broadband customers (except customers who are already on an existing Mobile and Broadband Offer) who connect or upgrade to a Pay Monthly Plan, subject to clause 2 below. One offer per Orange Pay Monthly Plan.
- New customers must connect to a Pay Monthly Plan and an 18 month Broadband contract. Existing Orange Broadband customers who connect to a Pay Monthly Plan may re-grade to the Promotion but will be required to re-sign to an 18 month Broadband contract. Existing Orange Pay Monthly mobile customers can receive the Promotion without signing a new mobile contract but will be required to sign an 18 month Broadband contract.
- The Promotion will run from 21 October 2009 until 31 March 2010 .
- The Promotion is a discount on the following services:-
Home Starter: up to 20 meg; unlimited usage; wireless router; inclusive Evening and Weekend calls with your fixed line phone; line rental payable to BT or other line rental provider.
Home Select: up to 20 meg; unlimited usage; wireless router; line rental payable to BT or other line rental provider
Home Max: up to 20 meg; unlimited usage; wireless router; inclusive Evening and Weekend calls with your fixed line phone; Orange line rental included.
Home Ultra: up to 20 meg; unlimited usage; Livebox; inclusive Anytime calls with your fixed line phone; inclusive UK and international calls to landlines in 30 countries via the Livebox (second line); Orange line rental included. - Evening and Weekend calls:- calls made to UK landlines (beginning 01, 02 and 03). Evening is 6pm to 6am Monday to Friday, Weekend is midnight Friday to midnight Sunday. Maximum call duration two hours per call, after which calls will be charged at standard rates. Subject to fair use policy of 1,000 minutes per month.
- Anytime calls:- calls to UK landlines (beginning 01, 02 and 03). Maximum call duration two hours, after which calls will be charged at standard rates. Subject to fair use policy of 1,000 minutes per month.
- Unlimited International calls:- calls via the Livebox (Second line) subject to fair usage policy of 1,000 minutes per month. Maximum call duration two hours after which time the call will automatically end but you may redial.
- If you do not live in an Orange Broadband network area, you can still get the Promotion but:-
(a) you will be charged an extra £8 per month; and
(b) you will only be able to receive speeds of up to 8 meg. - Broadband unlimited usage is subject to a fair usage policy, see www.orange.co.uk/terms for details.
- If your Pay Monthly Plan is cancelled or terminated for any reason you will be charged the standard user rate per month - see our website for details. If your broadband account is terminated for any reason you will continue to be charged for your Pay Monthly Plan.
- Orange reserves the right to amend, vary or cancel these terms or to withdraw this Promotion at any time upon reasonable notice.
- Your Pay Monthly Plan is subject to the Standard Terms and Conditions for the Supply of Orange Network Services - see www.orange.co.uk/terms.
- Broadband Service is subject to the standard Terms and Conditions for Orange Home Services, see www.orange.co.uk/terms.
- This 3 months free Broadband promotion ("the Promotion") is only available to Orange Pay Monthly customers (excluding business customers) who sign up to Home Max on an 18 month minimum term contract through Orange retail, online, telesales or through CarphoneWarehouse.
- The Promotion will run from 10th December 2009 to 31st May 2010.
- The Promotion is only available to customers living in an Orange Broadband Network Area. See our availability checker at http://shop.orange.co.uk/broadband/ for details.
- The Promotion is 3 months free broadband. Line rental remains payable for the duration of your minimum term contract.
- The Promotion is subject to the Terms and Conditions for Orange Home Services which can be found at www.orange.co.uk/terms. The Promotion is also subject to the Mobile and Broadband terms and conditions which can be found at www.orange.co.uk/terms
- The Promotion is not available with any other offer and/or promotion unless otherwise specified.
- Orange reserves the right to amend, vary or cancel these terms and conditions or to withdraw this Promotion at any time upon reasonable notice.
- Service is subject to the Standard Terms and Conditions for Orange Home Services. Where there is any inconsistency between these Terms and Conditions, and the Standard Terms and Conditions, the latter will prevail.
- The promoter is Orange Home UK Limited of St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol, BS32 4QJ.
- The £50 off Orange home broadband Promotion (the "Promotion") is available to new customers joining any Orange home broadband package, subject to an 18 month minimum term contract.
- To get the Promotion you must purchase any games console or games bundle from a HMV store.
- The Promotion will run from 10th November 2009 to 31st January 2010.
- The promotion is available by calling 0800 408 1869.
- The promotion is available with the Home Max 3 months free broadband offer for PAYM customers
- The Promotion is not available in conjunction with any other broadband or mobile offer and/or promotion unless otherwise specified.
- The Promotion is £50 credit which can be used either via monthly line rental charges or any call charges that are applied to the account and will be applied to your account on or before the third month of your broadband contract. Once the credit has all been used you will be liable for full payment each month for the remaining term of your contract.
- The offer is limited to one £50 credit per household.
- Orange reserves the right to amend, vary or cancel these terms and conditions or to withdraw this Promotion at any time upon reasonable notice.
- The Promotion is subject to the standard Terms and Conditions for Orange Home services, copies of which can be found on our website at www.orange.co.uk/terms. Where there is any inconsistency between these Terms and Conditions and the standard Terms and Conditions, the latter will prevail.
New Orange Broadband customers
- All new customers joining Orange Broadband who quote 'top 10 broadband' as a reference when ordering an 18 month minimum term contract via telesales.
Orange Pay Monthly customers
-
Pay Monthly customers who upgrade:
- to a Samsung S5600 (Preston), Jet S8000 or B2100 handset directly through Orange Customer Services on 150
- on an 18 or 24 month minimum term contract (excludes SIM Only, 12 month and 36 month contracts).
- The £20 hmv voucher offer ("the Promotion") is available to all new customers joining Orange Broadband who quote 'top 10 broadband' as a reference when ordering over the telephone.
- The Promotion will run from 10 December to May 31st 2010 - and is subject to stock availability.
- The Promotion is a £20 hmv voucher and is available upon purchase of any of Orange's Home Broadband services on an 18 month minimum term contract.
- No cash alternative will be given.
- Customers purchasing Orange Home Broadband via telesales will receive an SMS with redemption instructions, Upon registering their details on the www.orange-hmv.co.uk website, and details have been validated, the £20 hmv e-voucher will then be emailed to them. These vouchers are redeemable at www.hmv.com, and are valid for a 12 month period.
- Vouchers subject to standard hmv terms and conditions.
- Orange reserves the right to vary, amend or cancel these terms and conditions or to withdraw this Promotion at any time upon reasonable notice.
- The Promotion is not available in conjunction with any other offer and/or promotion unless otherwise specified.
- The Promoter is Orange Personal Communications Services Limited of St James Court, Great Park Road, AlmondsburyPark, Bradley Stoke, Bristol, BS32 4QJ.
Free SIM
- "The Promotion" is defined as a free of charge pay as you go SIM connection pack. The Promotion is available to all customers who order a free of charge SIM connection pack between the 1st September 2009 and 30th September 2009 at www.orange.co.uk/shop/students, subject to availability.
- The Promotion will not apply to any orders not received by midnight on 30th September 2009
- The Promotion is offered by Orange Personal Communications Services Limited ("Orange"), St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol BS32 4QJ.
- The Promotion is only available to UK residents and is limited to four SIM connection packs per household.
- Your Promotional SIM pack will automatically be on Orange starter, The PAYG Animal Packages with Rewards are open to all Orange Pay as You Go Customers who have registered their phone with Orange. Once you have registered, you will need to select the Dolphin tariff to get the Promotion.
- To get your £10 free credit you will need to register your SIM and top up by £10 within two months of your SIM being dispatched. You will receive your £10 free credit within one month of connection.
- SIM connection packs obtained through the Promotion cannot be used to upgrade existing Orange pay as you go accounts. Existing customers can request the Reward by calling 343 or 450 and changing their tariff to one of the PAYG Animal Packages. When moving to the PAYG Animal Packages from Speak Easy with any Reward, Anytime Fixed Rates, Same Rates 24/7, Fixed Rates All Day, Choose Your Own Off Peak or Talk and Save, please be aware that you will not be able to return to your old tariff.
- Where the Reward is dependent on monthly top-ups, you must top up by a minimum of 10 in a calendar month. You will receive a Reward to your pay as you go account depending upon your Animal Package and your top ups in the last Monthly Period. A Reward will not be given if you do not make the minimum monthly top-up.
- This Promotion is not available in conjunction with any other reward or promotion unless otherwise specified.
- The SIM connection pack will be dispatched within 21 days of processing your order.
- SIM connection packs ordered via the Promotion are strictly for personal use only and must not be used for commercial purposes. The resale of the SIM connection packs is strictly prohibited. Orange reserves the right to refuse connection of the SIM if it believes that the SIM Connection pack is being or is to be used in breach of this provision.
- The Orange 7-day money back guarantee does not apply to the Promotion.
- Orange reserves the right to amend, vary or cancel the Promotion at any time on reasonable notice.
- Orange reserves the right to amend, vary or cancel these terms and conditions at any time on reasonable notice.
- Service is subject to registration of the SIM connection pack, (these details can be found in your SIM connection pack user guide) and is subject to the terms and conditions for the supply of Orange pay as you go services, a copy of which can be found in your SIM connection pack. Where there is any inconsistency between these terms and conditions and the Standard Terms and Conditions for the Supply of Orange pay as you go Services, the latter will prevail.
- "The Promotion" is defined as a free of charge pay as you go SIM connection pack. The Promotion is available to all customers who order a free of charge SIM connection pack between the 1st June 2008 and 31st December 2009 at www.orange.co.uk/drivensimoffer, subject to availability.
- The Promotion will not apply to any orders not received by midnight on 31st December 2009.
- The Promotion is offered by Orange Personal Communications Services Limited ("Orange"), St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol BS32 4QJ.
- The Promotion is only available to UK residents and is limited to two SIM connection packs per household.
- Your Promotional SIM pack will automatically be on Orange starter, The PAYG Animal Packages with Rewards are open to all Orange Pay as You Go Customers who have registered their phone with Orange. Once you have registered, you can select which Reward you wish to have.
- SIM connection packs obtained through the Promotion cannot be used to upgrade existing Orange pay as you go accounts. Existing customers can request the Reward by calling 343 or 450 and changing their tariff to one of the PAYG Animal Packages. When moving to the PAYG Animal Packages from Speak Easy with any Reward, Anytime Fixed Rates, Same Rates 24/7, Fixed Rates All Day, Choose Your Own Off Peak or Talk and Save, please be aware that you will not be able to return to your old tariff.
- Where the Reward is dependent on monthly top-ups, you must top up by a minimum of £10 in a calendar month. You will receive a Reward to your pay as you go account depending upon your Animal Package and your top ups in the last Monthly Period. A Reward will not be given if you do not make the minimum monthly top-up.
- This Promotion is not available in conjunction with any other reward or promotion unless otherwise specified.
- The SIM connection pack will be dispatched within 21 days of processing your order.
- SIM connection packs ordered via the Promotion are strictly for personal use only and must not be used for commercial purposes. The resale of the SIM connection packs is strictly prohibited. Orange reserves the right to refuse connection of the SIM if it believes that the SIM Connection pack is being or is to be used in breach of this provision.
- The Orange 7-day money back guarantee does not apply to the Promotion.
- Orange reserves the right to amend, vary or cancel the Promotion at any time on reasonable notice.
- Orange reserves the right to amend, vary or cancel these terms and conditions at any time on reasonable notice.
- Service is subject to registration of the SIM connection pack, (these details can be found in your SIM connection pack user guide) and is subject to the terms and conditions for the supply of Orange pay as you go services, a copy of which can be found in your SIM connection pack. Where there is any inconsistency between these terms and conditions and the Standard Terms and Conditions for the Supply of Orange pay as you go Services, the latter will prevail.
- "The Promotion" is defined as a free of charge pay as you go SIM connection pack. The Promotion is available to all customers who order a free of charge SIM connection pack between the 1st May 2008 and 31st December 2009 at http://shop.orange.co.uk/shop/simevent/camelfreesim
- The Promotion will not apply to any orders not received by midnight on 31st December 2009.
- The Promotion is offered by Orange Personal Communications Services Limited ("Orange"), St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol BS32 4QJ.
- The Promotion is only available to UK residents.
- Your Promotional SIM pack will automatically be on Orange starter, The PAYG Camel Package is open to all Orange Pay as You Go Customers who have registered their phone with Orange.
- SIM connection packs obtained through the Promotion cannot be used to upgrade existing Orange pay as you go accounts. Existing customers can request the Reward by calling 343 or 450 and changing their tariff to one of the PAYG Animal Packages. When moving to the PAYG Animal Packages from Speak Easy with any Reward, Anytime Fixed Rates, Same Rates 24/7, Fixed Rates All Day, Choose Your Own Off Peak or Talk and Save, please be aware that you will not be able to return to your old tariff.
- This Promotion is not available in conjunction with any other reward or promotion unless otherwise specified.
- The SIM connection pack will be dispatched within 21 days of processing your order.
- SIM connection packs ordered via the Promotion are strictly for personal use only and must not be used for commercial purposes. The resale of the SIM connection packs is strictly prohibited. Orange reserves the right to refuse connection of the SIM if it believes that the SIM Connection pack is being or is to be used in breach of this provision.
- The Orange 7-day money back guarantee does not apply to the Promotion.
- Orange reserves the right to amend, vary or cancel the Promotion at any time on reasonable notice.
- Orange reserves the right to amend, vary or cancel these terms and conditions at any time on reasonable notice.
- Service is subject to registration of the SIM connection pack, (these details can be found in your SIM connection pack user guide) and is subject to the terms and conditions for the supply of Orange pay as you go services, a copy of which can be found in your SIM connection pack. Where there is any inconsistency between these terms and conditions and the Standard Terms and Conditions for the Supply of Orange pay as you go Services, the latter will prevail. £5 free credit will be applied to your account when you top-up by £10 within 7 days of registering your SIM and will take 14 days to be applied
- £5 free credit will be applied to your account when you top up by £10, within 7 days of registering your SIM and will take 14 days to be applied.
- The Promotion is defined as a free of charge pay as you go SIM connection pack. The Promotion is available to all customers who order a free of charge SIM connection pack between the 1st July 2008 and 31st December 2009 subject to availability.
- The Promotion will not apply to any orders not received by midnight on 31st December 2009.
- The Promotion is offered by Orange Personal Communications Services Limited ("Orange"), St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol BS32 4QJ.
- The Promotion is only available to UK residents
- Your Promotional SIM pack will automatically be on Orange starter, The PAYG Animal Packages with Rewards are open to all Orange Pay as You Go Customers who have registered their phone with Orange. Once you have registered, you can select which Reward you wish to have.
- SIM connection packs obtained through the Promotion cannot be used to upgrade existing Orange pay as you go accounts. Existing customers can request the Reward by calling 343 or 450 and changing their tariff to one of the PAYG Animal Packages. When moving to the PAYG Animal Packages from Speak Easy with any Reward, Anytime Fixed Rates, Same Rates 24/7, Fixed Rates All Day, Choose Your Own Off Peak or Talk and Save, please be aware that you will not be able to return to your old tariff.
- Where the Reward is dependent on monthly top-ups, you must top up by a minimum of £10 in a calendar month. You will receive a Reward to your pay as you go account depending upon your Animal Package and your top ups in the last Monthly Period. A Reward will not be given if you do not make the minimum monthly top-up.
- This Promotion is not available in conjunction with any other reward or promotion unless otherwise specified.
- SIM connection packs ordered via the Promotion are strictly for personal use only and must not be used for commercial purposes. The resale of the SIM connection packs is strictly prohibited. Orange reserves the right to refuse connection of the SIM if it believes that the SIM Connection pack is being or is to be used in breach of this provision.
- The Orange 7-day money back guarantee does not apply to the Promotion.
- Orange reserves the right to amend, vary or cancel the Promotion at any time on reasonable notice.
- Orange reserves the right to amend, vary or cancel these terms and conditions at any time on reasonable notice.
- Service is subject to registration of the SIM connection pack, (these details can be found in your SIM connection pack user guide) and is subject to the terms and conditions for the supply of Orange pay as you go services, a copy of which can be found in your SIM connection pack. Where there is any inconsistency between these terms and conditions and the Standard Terms and Conditions for the Supply of Orange pay as you go Services, the latter will prevail.
- "The Promotion" is defined as a free of charge pay as you go SIM connection pack. The Promotion is available to all customers who order a free of charge SIM connection pack between the 1 November 2008 and 15 December 2009 at www.orange.co.uk/ebayfreesim, subject to availability.
- The Promotion will not apply to any orders not received by midnight on 15th December 2009
- The Promotion is offered by Orange Personal Communications Services Limited ("Orange"), St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol BS32 4QJ.
- The Promotion is only available to UK residents and is limited to two SIM connection packs per household.
- Your Promotional SIM pack will automatically be on Orange starter, The PAYG Animal Packages with Rewards are open to all Orange Pay as You Go Customers who have registered their phone with Orange. Once you have registered, you will need to select the Dolphin tariff to get the Promotion.
- To get your £5 free paypal credit you will need to register your SIM and top up by £10 within two months of your SIM being dispatched. You will receive your £5 free paypal credit within one month of connection.
- SIM connection packs obtained through the Promotion cannot be used to upgrade existing Orange pay as you go accounts. Existing customers can request the Reward by calling 343 or 450 and changing their tariff to one of the PAYG Animal Packages. When moving to the PAYG Animal Packages from Speak Easy with any Reward, Anytime Fixed Rates, Same Rates 24/7, Fixed Rates All Day, Choose Your Own Off Peak or Talk and Save, please be aware that you will not be able to return to your old tariff.
- Where the Reward is dependent on monthly top-ups, you must top up by a minimum of £10 in a calendar month. You will receive a Reward to your pay as you go account depending upon your Animal Package and your top ups in the last Monthly Period. A Reward will not be given if you do not make the minimum monthly top-up.
- This Promotion is not available in conjunction with any other reward or promotion unless otherwise specified.
- The SIM connection pack will be dispatched within 21 days of processing your order.
- SIM connection packs ordered via the Promotion are strictly for personal use only and must not be used for commercial purposes. The resale of the SIM connection packs is strictly prohibited. Orange reserves the right to refuse connection of the SIM if it believes that the SIM Connection pack is being or is to be used in breach of this provision.
- The Orange 7-day money back guarantee does not apply to the Promotion.
- Orange reserves the right to amend, vary or cancel the Promotion at any time on reasonable notice.
- Orange reserves the right to amend, vary or cancel these terms and conditions at any time on reasonable notice.
- Service is subject to registration of the SIM connection pack, (these details can be found in your SIM connection pack user guide) and is subject to the terms and conditions for the supply of Orange pay as you go services, a copy of which can be found in your SIM connection pack. Where there is any inconsistency between these terms and conditions and the Standard Terms and Conditions for the Supply of Orange pay as you go Services, the latter will prevail.
- "The Promotion" is defined as a free of charge pay as you go SIM connection pack. The Promotion is available to all customers who order a free of charge SIM connection pack between the 1st October 2009 and 31st December 2009 at www.orange.co.uk/shop/simevent/affiliatesfreesim, subject to availability.
- The Promotion will not apply to any orders not received by midnight on 31st December 2009.
- The Promotion is offered by Orange Personal Communications Services Limited ("Orange"), St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol BS32 4QJ.
- The Promotion is only available to UK residents and is limited to two SIM connection packs per household.
- Your Promotional SIM pack will automatically be on Orange starter, The PAYG Animal Packages with Rewards are open to all Orange Pay as You Go Customers who have registered their phone with Orange. Once you have registered, you can select which Reward you wish to have.
- SIM connection packs obtained through the Promotion cannot be used to upgrade existing Orange pay as you go accounts. Existing customers can request the Reward by calling 343 or 450 and changing their tariff to one of the PAYG Animal Packages. When moving to the PAYG Animal Packages from Speak Easy with any Reward, Anytime Fixed Rates, Same Rates 24/7, Fixed Rates All Day, Choose Your Own Off Peak or Talk and Save, please be aware that you will not be able to return to your old tariff.
- Where the Reward is dependent on monthly top-ups, you must top up by a minimum of £10 in a calendar month. You will receive a Reward to your pay as you go account depending upon your Animal Package and your top ups in the last Monthly Period. A Reward will not be given if you do not make the minimum monthly top-up.
- This Promotion is not available in conjunction with any other reward or promotion unless otherwise specified.
- The SIM connection pack will be dispatched within 21 days of processing your order.
- SIM connection packs ordered via the Promotion are strictly for personal use only and must not be used for commercial purposes. The resale of the SIM connection packs is strictly prohibited. Orange reserves the right to refuse connection of the SIM if it believes that the SIM Connection pack is being or is to be used in breach of this provision.
- The Orange 7-day money back guarantee does not apply to the Promotion.
- Orange reserves the right to amend, vary or cancel the Promotion at any time on reasonable notice.
- Orange reserves the right to amend, vary or cancel these terms and conditions at any time on reasonable notice.
- Service is subject to registration of the SIM connection pack, (these details can be found in your SIM connection pack user guide) and is subject to the terms and conditions for the supply of Orange pay as you go services, a copy of which can be found in your SIM connection pack. Where there is any inconsistency between these terms and conditions and the Standard Terms and Conditions for the Supply of Orange pay as you go Services, the latter will prevail.
- 300 free SMS will be applied to your account when you top-up by £10
- "The Promotion" is defined as a free of charge pay as you go SIM connection pack. The Promotion is available to all customers who order a free of charge SIM connection pack between the June 23 2009 and Dec 31 2009, subject to availability.
- The Promotion will not apply to any orders not received by midnight on Dec 31 2009.
- The Promotion is offered by Orange Personal Communications Services Limited ("Orange"), St James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol BS32 4QJ.
- The Promotion is only available to UK residents and is limited to two SIM connection packs per household.
- Your Promotional SIM pack will automatically be on Orange starter, The PAYG Animal Packages with Rewards are open to all Orange Pay as You Go Customers who have registered their phone with Orange. Once you have registered, you can select which Reward you wish to have.
- SIM connection packs obtained through the Promotion cannot be used to upgrade existing Orange pay as you go accounts. Existing customers can request the Reward by calling 343 or 450 and changing their tariff to one of the PAYG Animal Packages. When moving to the PAYG Animal Packages from Speak Easy with any Reward, Anytime Fixed Rates, Same Rates 24/7, Fixed Rates All Day, Choose Your Own Off Peak or Talk and Save, please be aware that you will not be able to return to your old tariff.
- Where the Reward is dependent on monthly top-ups, you must top up by a minimum of £10 in a calendar month. You will receive a Reward to your pay as you go account depending upon your Animal Package and your top ups in the last Monthly Period. A Reward will not be given if you do not make the minimum monthly top-up.
- This Promotion is not available in conjunction with any other reward or promotion unless otherwise specified.
- The SIM connection pack will be dispatched within 21 days of processing your order.
- SIM connection packs ordered via the Promotion are strictly for personal use only and must not be used for commercial purposes. The resale of the SIM connection packs is strictly prohibited. Orange reserves the right to refuse connection of the SIM if it believes that the SIM Connection pack is being or is to be used in breach of this provision.
- The Orange 7-day money back guarantee does not apply to the Promotion.
- Orange reserves the right to amend, vary or cancel the Promotion at any time on reasonable notice.
- Orange reserves the right to amend, vary or cancel these terms and conditions at any time on reasonable notice.
- Service is subject to registration of the SIM connection pack, (these details can be found in your SIM connection pack user guide) and is subject to the terms and conditions for the supply of Orange pay as you go services, a copy of which can be found in your SIM connection pack. Where there is any inconsistency between these terms and conditions and the Standard Terms and Conditions for the Supply of Orange pay as you go Services, the latter will prevail.
PAYG Animal Packages Monkey Terms and Conditions
- PAYG Animal Packages are open to all Orange Pay as You Go Customers. Existing customers moving to a PAYG Animal Package may not be able to return to their old tariff.
- Where the Reward is dependent on monthly top-ups, you must top up by £10 or more per month.
- The Rewards are:
Animal Package Racoon Camel Dolphin Canary Monkey Minimum Top up None None £10 £10 £10 Reward 5p off call rates Calls abroad from 5p Free texts and access to online community sites Free evening and weekend minutes Free music and texts - If you top-up by the minimum amount below, your monthly reward will be:
Minimum level of top up Dolphin Canary Monkey £10 top up 300 texts and free access to online community sites 120 free evening and weekend minutes Free music and 300 free texts £20 top up 600 texts and free access to online community sites 180 free evening and weekend minutes Free music and 600 free texts £30 top up Unlimited texts and free access to online community sites 240 free evening and weekend minutes weekends Free music and 1000 free texts - You will be sent a free text message letting you know when your monthly rewards start.
- Free texts - person to person texts in the UK. Unlimited free texts subject to fair usage policy of 3000 texts per month. Usage above this amount will constitute abuse and Orange may monitor usage and withdraw the benefit from your account.
- Free evening and weekend minutes - calls made between 7pm and 7am Monday to Friday and 7pm Friday to 7am Monday. Calls are to UK mobiles and standard UK landlines (beginning 01/02/03) and your Orange answerphone.
- Calls abroad - calls made from your mobile to mobiles and landlines in the countries listed at www.orange.co.uk/payasyougo.
- No rollover unused benefits will not rollover to the next month.
- Online community sites are Facebook, Bebo, MySpace and Flirtomatic - usage is subject to a 50MB cap - any usage over this will be charged at standard rates.
- Free music - 600 minutes free access on your mobile and unlimited access online per month. Other terms apply, see www.orange.co.uk/monkey.
- Orange reserves the right to vary or amend these terms or to withdraw the Reward at any time on reasonable notice.
Mobile Broadband
Mobile Broadband Student Promotion – £20 hmv voucher on 18month dongle plans
- The £20 hmv voucher offer ("the Promotion") is available to new mobile broadband customers who are currently students, on production of a valid NUS card or UCAS acceptance letter for purchases via Orange Retail Stores, or NUS number for online or telesales purchases.
- The Promotion will run from 17 August 2009 to 31st October 2009.
- The Promotion is a £20 hmv voucher with purchase of any dongle plan (subject to availability) on an 18 month minimum term contract (excludes 30 days and £5 dongle plans). No cash alternative will be given.
- 18 month dongle plans purchased through Orange Retail Stores entitles the purchaser to a £20 hmv paper voucher at the point of purchase. These vouchers are redeemable in hmv stores, and have no expiry date.
- Customers purchasing 18 month dongle plan online and via telesales will receive an SMS with redemption instructions, Upon registering their details on the www.orange-hmv.co.uk website, and details have been validated, the £20 hmv e-voucher will then be emailed to the customer. These vouchers are redeemable at www.hmv.com, and are valid for a 12 month period.
- Vouchers subject to standard hmv terms and conditions.
- Orange reserves the right to vary, amend or cancel these terms and conditions or to withdraw this Promotion at any time upon reasonable notice.
- The Promotion is not available in conjunction with any other offer and/or promotion unless otherwise specified.
- The Promoter is Orange Personal Communications Services Limited of St James Court, Great Park Road, AlmondsburyPark, Bradley Stoke, Bristol, BS32 4QJ.
Mobile Broadband Student Promotion – £20 hmv voucher on 18 and 24 month Toshiba and HP Compaq laptop with mobile broadband plans
- The £20 hmv voucher offer ("the Promotion") is available to new mobile broadband customers who are currently students, on production of a valid NUS card or UCAS acceptance letter for purchases via Orange Retail Stores, or NUS number for online or telesales purchases.
- The Promotion will run from 17 August 2009 to 31st October 2009.
- The Promotion is a £20 hmv voucher with purchase of a Toshiba or HP laptop with mobile broadband plan (subject to availability) on an 18 or 24 month term contract (excludes Asus and Samsung laptop plans). No cash alternative will be given.
- 18 or 24 month Toshiba or HP Compaq laptop with mobile broadband plans purchased through Orange Retail Stores entitles the purchaser to a £20 hmv paper voucher at the point of purchase. These vouchers are redeemable in hmv stores, and have no expiry date.
- Customers purchasing 18 or 24 month Toshiba or HP laptop with mobile broadband plans online and via telesales will receive an SMS with redemption instructions, Upon registering their details on the www.orange-hmv.co.uk website, and details have been validated, the £20 hmv e-voucher will then be emailed to the customer. These vouchers are redeemable at www.hmv.com, and are valid for a 12 month period.
- Vouchers subject to standard hmv terms and conditions.
- Orange reserves the right to vary, amend or cancel these terms and conditions or to withdraw this Promotion at any time upon reasonable notice.
- The Promotion is not available in conjunction with any other offer and/or promotion unless otherwise specified.
- The Promoter is Orange Personal Communications Services Limited of St James Court, Great Park Road, AlmondsburyPark, Bradley Stoke, Bristol, BS32 4QJ.
- Your free 14 day trial will begin from the date you activate the account and setting up a direct debit for an 18 month contract on any of the Sony Tariffs (please see www.orange.co.uk/sonylaptop for further details).
- The trial can be cancelled at anytime during the 14 day trial period but after which you will be bound to complete the full contract period.
- The first three months of your contract (beginning at the start of the trial period) is free of charge but after this your chosen Sony Tariff charges will apply.
- Only customers who have purchased a Sony Laptop with an embedded Orange SIM and who are aged 18 years or over and are resident in the UK are eligible.
- You will not be charged more than £30 per month for any out of bundle usage (subject to our Fair Usage Policy) but any roaming charges and additional bundle or service charges will be chargeable (please refer to www.orange.co.uk/mobilebbguide for current out of bundle charges and www.orange.co.uk/sonylaptop for the Fair Usage Policy).
- Use of the Sony & Orange Mobile Broadband outside of the UK is not included and the usual roaming charges will apply, please see www.orange.co.uk/mobilebbguide
- The trial offer may be withdrawn at any time without notice, is subject to availability and Orange’s Internet Everywhere terms, please see www.orange.co.uk/sonylaptop.
- Promoter: Orange Personal Communications Services Limited whose registered office details can be found at www.orange.co.uk.
Fixed Broadband
- This Half Price Offer Promotion (the "Promotion") is available to new customers joining Home Starter (full price: £12 in Orange network areas, £20 in other areas), Home Select (full price: £20 in Orange network areas, £28 in other areas) or Home Max (full price: £24 in Orange network areas, £32 in other areas).
- The Promotion will run from 8 April 2008 to 29 September 2008
- The Promotion is subject to an 18-month minimum contract term. If you terminate the contract before the end of this term you will be liable for the amount that would be payable for the remainder of the term calculated at full price irrespective of the date of termination.
- The Promotion is not available in conjunction with any other broadband or mobile offer and/ or promotion unless otherwise specified.
- The Promotion runs for a period of 3 months and will be applied to your account from the first month of your broadband contract. At the end of the first 3 months full price (as stated above) will resume for the remaining term of your contract.
- The offer price assumes payment by direct debit. A £2 monthly charge will apply for other payment methods.
- The offer is limited to one per household.
- Orange reserves the right to amend, vary or cancel these terms and conditions or to withdraw this Promotion at any time upon reasonable notice.
- The Promotion is subject to the standard Terms and Conditions for OrangeHome services, copies of which can be found on our website at orange.co.uk/terms. Where there is any inconsistency between these Terms and Conditions and the standard Terms and Conditions, the latter will prevail.
- The Promoter is Orange Home UK Limited of St.James Court, Great Park Road, Almondsbury Park, Bradley Stoke, Bristol, BS32 4QJ
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