Telemerge – Terms
of Business
Welcome to Telemerge!
These Terms of Business (“Terms” “Conditions”) set
out the agreement between you (“Customer,” “End User,” or
“you”) and Telemerge (“we,” “us,” or
“our”) for the provision of mobile SIM products and related services.
By purchasing or using our services, it will be regarded that you have accepted
and are required to comply with these Terms. Please read them carefully.
1. About Us
Telemerge is a Communication Supplier based in the United
Kingdom. Our registered office is located at 79, Gurney Close, Barking, IG11
8JY, and our company registration number is 15674380. For any inquiries, please
contact us at support@telemerge.co.uk or call our team on the phone number
mentioned in our website.
2. Products and
Services
2.1 SIM Cards: We supply mobile SIM cards (Physical & e-SIM)
compatible with a range of devices.
2.2 Network Services: The SIM cards provide access to
network services, including voice calls, text messaging, and data usage,
subject to your chosen plan and network availability.
2.2 (a) We will not assume legal responsibility to you in
the event that we are unable to provide the services as a result of factors
outside our reasonable control.
2.3 Limitations: Services may be subject to geographic and
technical limitations. We are not responsible for disruptions caused by factors
beyond our control, such as weather (including other natural calamities and occurrences),
third-party network outages, or device compatibility issues.
3. Eligibility
3.1 Age Requirement: You must be at least 18 years old to
purchase and use our services.
3.2 Proof of Identity: We may require proof of identity and
address in compliance with UK regulations.
4. Ordering and
Payment
4.1 Placing Orders: Orders can be placed through our
website, mobile app, over the phone with our employees and authorized personnel
and online marketing campaigns and Ads run or managed by the company or an
authorized third-party advertiser(s).
4.2 Payment: Payment must be made in full on or before the
due date as set out on your monthly bills or as agreed in your contract unless
otherwise agreed. Accepted payment methods include direct debit, bank transfer
or card (debit & credit) issued by banks or financial institutions in UK.
4.3 Refund Policy: Refunds are available in accordance with
our Refund Policy, which can be found at [Refund Policy URL] or as agreed
otherwise.
5. Usage and Conduct
5.1 Responsible Use: You must use the SIM card and services
responsibly and in accordance with applicable laws.
5.2 Prohibited Activities: You may not use our services for
unlawful activities, including fraud, spam, or harassment or activities termed
as illegal by authorities in the UK.
5.3 Fair Usage Policy: Certain plans are subject to our Fair
Usage Policy, which is designed to ensure fair access for all customers.
Details are available at [Fair Usage Policy URL].
6. Termination and
Suspension
6.1 Termination by Customer: You may choose/decide to terminate
your services by giving us a 30-day written notice (in paper or email) or by contacting
us as per contact details mentioned on www.telemerge.co.uk. You must note that
if you terminate your service/contract before the end of the minimum term as
mentioned in clause 8.1, an early termination fee £199.50 (including VAT) will
become applicable on your account to be paid immediately.
6.1(a) Any early termination fee different to the above, if
agreed, and confirmed or notified only through written communication and is
subjected to the approval of a member of the management team.
6.2 Termination by Us: We reserve the right to suspend or
terminate your services any time if you breach these terms or engage in
prohibited activities, and an early termination fee will become payable
immediately as mentioned in clause 6.1.
6.3 Effect of Termination: Upon termination, you will lose
access to the services, all account benefits and any remaining credit or data
may be forfeited unless otherwise stated.
6.4 Exception for Early Termination Fee: There are few
situations as outlined below where early termination fee as per clause 6.1 will
not be applicable:
6.4(a) When your minimum contract term as per clause 8.1
comes to an end or when:
6.4(b) We end the minimum contract term as mentioned in
clause 8.1 by giving 30-day written notice to the account holder or
6.4(c) Because we are unable to provide services or services
are materially degraded for an unreasonable period of time.
6.5 As per clause 5.1, and clause 5.2, we reserve the right
to suspend or terminate your services temporarily or permanently with or
without prior notice.
6.6 We also reserve the right to suspend or terminate your
services, should you miss your payment(s) and if your account remains unpaid
post the 3 days of grace period from the due date.
6.6(a) We may also restrict your SIM card (or services
associated with it) if you are persistently abusive or make threats or
otherwise act illegally towards our staff or property, or that of our agents
and our customers (existing, potential and ex-customers).
6.6(b) A late payment fee amounting to not more than £9.95
including VAT shall become payable post the end of the grace period as
mentioned in clause 6.6 or the same can be requested to be added to the
subsequent bill subject post written approval from a member of the management
team.
6.6(c) Any reconnection of your services will be actioned
only after successful payment of all your due invoices in full and in such a
case, service reconnection fee of £4.95 including VAT shall be added to your
subsequent bill or you may choose to pay this amount upfront by calling our
customer support team on the number mentioned at www.telemerge.co.uk
7. Liability
7.1 Limitations: To the extent permitted by law, we are not
liable for indirect or consequential losses, including loss of profits or data.
7.2 Service Interruptions: We are not responsible for
service interruptions due to factors beyond our reasonable control.
7.3 Consumer Rights: These Terms do not affect your
statutory rights under UK consumer law.
8. Minimum Period
8.1 The minimum period of your contract will be considered
as the term mentioned on the order form or in the welcome note/letter/text received
by you in physical form or via email or as agreed during the sales call, order
confirmation call/email/text or order verification call/email/text.
8.2 The minimum period starts when we connect/activate the
SIM to a valid/agreed network and is aligned to the plan/package as agreed
during POS.
9. Payments and
Charges
9.1 You shall pay all charges (whether you use the SIM card
or not) due on your account or as set out in your contract or agreement with
us. The minimum prices for the service(s) provided are set out in your
contract, welcome note/letter or as agreed during POS. There may be some out of
plan charges which you will become liable to pay, details of such a charge or
charges may be mentioned on your bill or will be available with our customer service
team which can be requested by calling us.
9.2 If your SIM card is lost, stolen or damaged, you will
still have to continue to pay the minimum service charge (including any
additional charge or charges as incurred on your account) as per your chosen
plan or as set out in your contract, welcome note/letter or as agreed during
POS.
9.2(a) You must report your lost or stolen SIM card to us as
soon as possible for us to immediately suspend your service until your new SIM
card is delivered for which there may be a SIM delivery and activation fee
applicable.
9.2(b) Telemerge cannot be held responsible for loss of
information, service usage, identity theft or any fraud or prohibited activity
as mentioned in clause 5, 5.1, 5.2 and 5.3 and all charges for such usage
during the time of loss of SIM card shall be made payable by the account holder
immediately or as agreed otherwise.
9.3 You will be liable to pay the fixed minimum charge and
out of plan charge(s) and there will be charge(s) for the SIM card and the
costs associated with using services abroad while roaming can significantly
exceed those of UK charges. You may incur fees for sending text messages,
making and receiving phone calls, accessing voicemail, and utilizing mobile
data.
9.3(a) Roaming charges are set differently for different
networks across different destination in EU and worldwide and a copy of such
charges and fair usage policies can be requested from the customer service team
by calling us.
9.4 We may increase the charge(s) for out of plan services
at any time and the same will be updated on our website.
9.4(a) We have to sometime increase certain charges, fees,
service charges or change the terms of your contract as per clause 12 and when
this happens, we will inform you beforehand and you shall have the right to
leave your contract.
10. Upgrades
10.1 We may time to time make some arrangements to upgrade
your service plan for better experience and benefits.
10.2 If you request an upgrade or renewal of your contract
with us, you will agree that there will be a new minimum contract term with or
without a new service charge applicable as per your newly agreed account
renewal and new contract.
10.3 We will always discuss with you when your account is up
for renewal or an upgrade is available on your account.
11. Service
Provisions
11.1 The services that we commit to offering may not be
available in every area of the United Kingdom. As stated in clause 5 and
sub-clauses under clause 5, your SIM card will be prohibited from accessing
certain specific services, and a credit check will be required to remove these
prohibitions.
11.1(a) The services that we commit to offering you may not
be accessible internationally unless you have activated international roaming.
Additionally, even with roaming enabled, these services may not be available in
all foreign locations.
11.1(b) It is possible that the services we have agreed to
provide may not allow you to make calls to all countries or to every
international number. Unless a different arrangement has been made, the services
do not encompass call divert or call waiting features.
11.1(c) We reserve the right to amend, substitute, or
discontinue any Additional Services whenever deemed necessary. We cannot
guarantee the perpetual availability of any specific Additional Services.
11.2 It is important
to note that not all mobile devices are eligible to access the services. If you
opt for a SIM Only tariff from us, your current device may be locked to a
different network, necessitating the acquisition of an unlocking code from your
existing service provider to utilize the services. Failure to input the correct
unlocking code may cause your device to be permanently blocked. We do not
accept liability for any devices that are blocked in this way or for any costs
associated with obtaining an unlocking code.
11.3 Upon joining Telemerge, your SIM Card will be
restricted from making calls to premium lines and sending premium texts. Should
you wish to enable the ability to make premium rate calls and send premium rate
texts, please contact us to request this feature. Charges for these services
will be applied as Out Of Plan Usage.
11.4 By joining Telemerge, your SIM Card will be
automatically qualified for Roaming. However, the extent to which you can use
your SIM Card for roaming in the country you are visiting is contingent upon
our or our network partner’s arrangements with the foreign network operators
present there.
11.5 Your monthly plan may or may not encompass roaming
services. When you are in the Inclusive Roaming zones, your usage will be
governed by the standard allowances of your plan, along with any Out of Plan
usage. It is crucial to note that additional charges may apply even when you
are roaming within these zones.
11.5(a) For a comprehensive list of destinations that are
included in the roaming service, please reach out to our customer support team.
If you use your SIM card outside the Inclusive Roaming zones or surpass the
Roaming Fair Use threshold applicable to your plan, you will incur roaming
charges in addition to your monthly plan fee, categorized as Out Of Plan Usage.
This applies to both calls you make and those you receive, in accordance with
the relevant charges and allowances of the roaming plan you choose.
11.5(b) The charges resulting from your roaming service may
experience delays in processing compared to regular charges. If you would like
to restrict Roaming on your SIM Card, do not hesitate to contact us.
11.6 We strive to offer the services according to your
schedule. However, the nature of mobile technology makes it impossible to
ensure a completely faultless service. Moreover, the services and content that
you enjoy in the UK may not be available to you while traveling abroad.
11.7 Our commitment is to establish a connection for your
SIM Card to the Network Services within 14 to 21 working days from the date of
acceptance of your order. In the event that you request an additional service
or ask us to alter the start date of the services, we will do our utmost to
expedite your order; nonetheless, please note that this may cause a delay. We
will not assume liability for any costs, expenses, or claims that arise, either
directly or indirectly, due to such delays.
11.8 In order to maintain a satisfactory environment for all
users, limitations will be imposed on both the number and duration of messages
that can be recorded in your voicemail service. It is essential that you do not
create any offensive greeting messages. Furthermore, please be aware that if
you have not configured a voicemail PIN before traveling abroad, you may be
unable to utilize the voicemail service while roaming.
11.9 Please be advised that the Out Of Plan Alert does not
function in real time, and as a result, you may incur charges that exceed your
Out Of Plan Usage. If this situation arises, you will still be accountable for
all Charges incurred beyond your Out Of Plan Usage.
11.10 We disclaim any responsibility for the content or
services accessed through your SIM or device while browsing the internet or
utilizing content services.
11.11 Occasionally we may have to:
11.11(a) Modify the mobile phone number or any associated
name, code, number, or technical specification related to the Services due to
circumstances beyond our control, such as requests from governmental or
regulatory authorities. In such instances, we will provide you with reasonable
notice.
11.11(b) Change your SIM card (with or without any
additional charge):
11.11(c) Furnish you with instructions that we believe are
crucial for the purposes of health, safety, or the quality of services rendered
to you and other customers.
11.11(d) Change the services, or any component thereof, or
may be subject to temporary suspension for operational considerations, aimed at
safeguarding the security and integrity of the Network or reducing the
prevalence of fraudulent incidents.
11.11(e) Prohibit certain numbers from the services on a
temporary or permanent basis in order to prevent fraud.
11.12 Occasionally, it may be necessary for us to transfer
your account from one billing platform to another. In such cases, we will
inform you if this migration will negatively impact the services you receive.
12. Privacy and Data
Protection
12.1 We are committed to protecting your privacy. Please
refer to our Privacy Policy at [Privacy Policy URL] for details on how we
collect, use, and safeguard your personal data.
12.2 Should you have any questions regarding our use of your
personal information for fraud prevention when you enter into this Agreement,
please feel free to ask. Furthermore, we will share the details of your
Agreement with fraud-prevention agencies. This information may be utilized by
us and other entities to enhance protection against fraudulent actions
affecting our business and our clientele.
12.3 If any false or erroneous information is provided by
you to us and fraud is confirmed, the associated details will be relayed to
agencies focused on fraud prevention. Law enforcement agencies may access and
utilize this information as necessary. Moreover, we and other organizations may
also access and apply this information to thwart fraud and money laundering
efforts.
13. Customer
Responsibilities
13.1 You agree to operate our SIM Card and the Services in
accordance with our business terms and any additional instructions we may
issue. By receiving our SIM Card, you automatically recognize that it remains
our property and is not yours. You are not permitted to sell your SIM Card,
number, code, or any related numbers, nor can you transfer them to another
individual without our consent, which we will not unreasonably deny, except
when porting to another network in line with the standard porting process.
13.2 You shall be responsible for any charges incurred due
to unauthorized access to the services and/or the SIM Card, along with the
information held on your SIM Card, until you communicate to us the need to
suspend the Services, such as in the case of losing your SIM Card.
13.3 It is imperative that the services are not employed for
any improper, immoral, obscene, defamatory, harmful, offensive, or unlawful purposes.
You are obligated to follow any instructions we issue concerning the services,
unless a different arrangement has been mutually agreed upon.
13.4 The SIM Card and monthly plan are intended solely for
personal use, unless your account has been designated and agreed upon as a
business account. These services are not to be utilized for commercial or
business activities. You are prohibited from using the services or allowing any
other individual to use them and:
13.4(a) engaging in fraudulent activities or in relation to
a criminal offense.
13.4 (b) It is prohibited to initiate a call or message,
transmit, upload, download, utilize, or repurpose any content that could be
reasonably classified as racist, offensive, abusive, indecent, defamatory,
obscene, threatening, a nuisance, or a hoax. This includes communications
directed towards the operators responsible for handling inquiries related to
the Services. Additionally, any actions that infringe upon intellectual
property rights, including copyright, or violate confidentiality, privacy, or
any other legal standards are strictly forbidden.
13.4 (c) To induce displeasure, disturbance, or unwarranted
apprehension as outlined in the Communications Act 2003, subject to amendments
or replacements over time; or.
13.4 (d) to generate artificially inflated traffic.
14. Changes to These
Terms
14.1 We reserve the right to update these Terms at any time.
Changes will be posted on our website at [Website URL]. Continued use of our
services constitutes acceptance of the updated Terms.
15. Governing Law
These Terms are governed by and construed in accordance with
the laws of England and Wales. Any disputes arising under these Terms shall be
subject to the exclusive jurisdiction of the courts of England and Wales.
16. Contact Us
If you have any questions about these Terms or our services,
please contact us at:
Telemerge UK Limited
79, Gurney Close, Barking, IG11 8JY
support@telemerge.co.uk
Customer service number as mentioned on www.telemerge.co.uk