Terms and Conditions

About Us

The world’s largest international mobile virtual network operator and a new customer joining every two seconds.

Our mission is to connect friends and family around the world. We aim to do this by providing low-cost, high-quality calls, texts and data, and as the world’s largest international mobile virtual network operator (MVNO), we are definitely on track, However, we don’t plan on stopping there – we are constantly looking to expand and improve our services to make life easier for you our customers.

Tingomobile is available in: United Kingdom, South Africa, Netherlands, USA, Belgium,Canada are the only countries for now

Code of Practice

Purpose and Scope

The Customer Services Department of Tingomobile UK Limited (“Tingomobile”) provides a commitment at all levels of the department to the efficient, fair and courteous resolution of a Customer complaint. This includes having a Code of Practice that will guide both the Customer and Tingomobile in the handling of a Customer complaint.

This Code of Practice is intended to provide Customers with transparency on how Tingomobile will deal with a complaint, and to make Customers aware of the steps that will be taken during the complaint handling process. The Code of Practice also defines the minimum standards that Tingomobile will apply in the handling of a Customer complaint.

In this Code of Practice, the “Customer” is sometimes referred to as “you” or “your”.

Making a Complaint

There are several ways for you to make a complaint if you are not satisfied with the service provided by Tingomobile. It is the intention of Tingomobile to resolve a Customer complaint, where possible, during your first point of contact with Tingomobile. Where a complaint cannot be resolved in this way, you will be advised of a timescale for the investigation and resolution of your complaint by Tingomobile, and afforded the opportunity to escalate the complaint within Tingomobile if you still are not satisfied with the resolution.

The different ways you can make a complaint about the service provided by Tingomobile are described below.

Privacy Policy

Tingomobile respects your privacy and is committed to protecting your personal data. This privacy policy will inform you:

  •  About how we use your personal data through your use of this website, including any data you may provide us when you purchase a product or service from us, sign up to our communications or take part our competitions.
  •  About your privacy rights and
  •  How the law protects you.

This privacy policy is provided in a layered format so you can choose the specific areas in which you are particularly interested.

Terms & Condition

1.1 Acceptable Use Policy: The policy governing the use of the Products and Services by a Customer whether required by Tingomobile or the telecommunications operator of any Network that facilitates access to the Services. The Acceptable Use Policy is described in clause 5 below.

1.2 Account: The mobile telephone account registered or activated by a Customer that Tingomobile uses to provide the Products and Services to a Customer and to administer a Customer’s Personal Data.

1.3 Agreement: These general terms and conditions, the User Guide accompanying the SIM Card, and the Charges published by Tingomobile from time to time, including any special offers. An Agreement is deemed made between a Customer and Tingomobile when a Customer registers or activates an Account, uses our Top Up Services or uses our Services, whichever occurs first, and we will provide access to the Network as soon as we can so that provision of the Services can start.

1.4 Charges: The tariffs applicable from time to time for the use of the Services, including any connection fees and special offers. The current tariffs are available at https://www.tingomobile.co.uk.

1.5 Customer: Any individual, company or partnership that registers or activates an Account with Tingomobile. In these general terms and conditions, the Customer is sometimes referred to as “you” or “your”.

1.6 Customer Services Department: The department of Tingomobile that you may contact for any enquiries about the Products or Services. You may contact the Customer

1.7 Tingomobile: Tingomobile UK Limited (Company Number 05903820) (VAT Number GB 893 5384 77) with its registered office located at 3rd Floor, Walbrook Building, 195 Marsh Wall, London E14 9SG.

1.8 Network: The telecommunications networks used by Tingomobile to provide the Services to you.

1.9 Personal Data: The personal information that you provide to Tingomobile or that Tingomobile generates, collects, uses, processes and stores about you while providing the Services, including but not limited to your name, address, date of birth, mobile telephone number, call data records including Traffic Data and Location Data, top-up records, credit card or debit card details, billing records, voice mail recordings, copies of e-mails including your e-mail address, and records of Customer Services Department enquiries made by you.

1.10 Privacy Policy: The policy that describes how Tingomobile generates, collects, uses, processes and stores your Personal Data.

1.11 Products: The Tingomobile SIM Card and Tingomobile Top-Up Voucher and any other products offered by Tingomobile, including promotional products.

1.12 Roaming Services: The mobile telephone services that you use when travelling outside the United Kingdom. EEA Roaming services are subject to additional terms and a fair usage policy, see https://www.tingomobile.co.uk/#plan.

1.13 Services: The mobile telephone services that Tingomobile provides to you, including voice calling, messaging and data services, voicemail, calling line identification presentation (CLIP), calling line identification restriction (CLIR), Top-Up Services, Roaming Services and the services provided by the Customer Services Department.

1.14 SIM Card: The prepaid, pre-activated card containing a microprocessor that allows you to access and use the Services by inserting the SIM Card into a compatible GSM mobile telephone.

1.15 Top-Up Services: The services you may use to add credit to the balance of your Account, including the Top-Up Voucher, Online Top-Up and Auto Top-Up.

1.16 Top-Up Voucher: A multifunction voucher (whether in physical or electronic form) containing an 11 digit code that allows you to access and use the Services by redeeming the face value of the voucher.

5.1 You agree to use the SIM Card in a compatible GSM mobile telephone for the purpose of using the Services.

5.2 You agree not to use the SIM Card or the Services and not to permit another person to use your SIM Card or the Services:

Fraudulently or in connection with a criminal offence;

For the purpose of making an unsolicited communication or storing and/ or communicating any material which is offensive, abusive, indecent, defamatory, obscene or menacing, a nuisance or a hoax, or which is a breach of privacy, an infringement of copyright, or is otherwise unlawful,

To knowingly and deliberately cause annoyance, inconvenience or needless anxiety to another person,

To make any offensive, abusive, indecent, defamatory, obscene or menacing call to any Customer Services Department representative,

To transmit a virus or other malicious software, use the Services in a manner that impairs the operation or security of the Network or may cause death, personal injury or damage to property,with equipment that is not approved for use with the Network, including, but not limited to, SIM-boxes and SIM-gateways, and

To support calls to call forwarding services, onward calling services or calls to telephone numbers which pay a revenue share or resell to others or commercially exploit our Services.

2. OBLIGATION TO PROVIDE THE SERVICE

2.1 Tingomobile will provide the Services to you using its own Network and the Networks of one or more telecommunications operators. Occasionally any of these Networks may be unavailable for maintenance, modifications, upgrades, emergencies or to protect the security of the Network. At these times the Services may be temporarily unavailable.

2.2 Mobile telephony is a form of wireless communication and operates on the basis of the transmission of radio and signal frequencies. The transmission of these radio and signal frequencies may be affected by congestion on the Network due to the number of calls or messages or the amount of data being sent and received.

2.3 The transmission of the radio and signal frequencies may also be affected by the location of the base stations, obstacles such as buildings or underpasses, and by external factors such as geographic or atmospheric conditions. The Services may also be affected by the quality of the GSM mobile telephone chosen and used by you.

2.4 The Roaming Services are subject to the roaming contracts and service quality levels that have been agreed between other national and international telecommunications operators. Tingomobile does not have any control over the contracts or service quality levels agreed between these telecommunications operators.

2.5 For the reasons described above, Tingomobile does not warrant or guarantee that the Services will be uninterrupted or error free (in terms of Network availability, quality or coverage) in all locations at all times, or that the Services will be suitable for your specific requirements, or that the Services will be completely secure against unauthorised interception.

2.6 Tingomobile will endeavour to keep any disruption to the Services to a minimum; however Tingomobile will not be liable to you for any loss, damage or inconvenience incurred by you as a result of any disruption to the Services for the reasons described above.

2.7 Associated with your SIM Card is the PIN code (personal identification number) and the PUK code (personal unlocking key). The PIN and PUK codes must never be kept together. You will take every necessary precaution to preserve the secrecy of your PIN and PUK codes. You will be liable for any fraudulent or improper use of your SIM Card or Account that results from the intentional or accidental disclosure of your PIN or PUK code or the transfer of your SIM Card to another person.

2.8 Our Customer Services Department can supply details of the other mobile operators we have porting arrangements with from time-to-time.

3. SIM CARD

3.1 The SIM Card is used by inserting it into a compatible GSM mobile telephone. When the SIM Card has been inserted and you have registered or activated your Account, you will have access to, and be able to use, the Services.

3.2 The SIM Card remains the exclusive property of Tingomobile. You must retain the SIM Card and not lose or damage the SIM Card. Tingomobile will only replace a SIM Card where it is found to be defective by reason of faulty workmanship or design. Tingomobile may charge you for a replacement SIM Card where Tingomobile reasonably believes that you are responsible for the loss or damage of your original SIM Card or where someone has stolen your original SIM Card. It is your responsibility to promptly inform Tingomobile of any loss, damage or theft to your SIM Card, or any fraudulent or improper use of your SIM Card. You agree that once you start using the Services or the Top Up Services you will lose any right to cancel this Agreement under distance selling legislation.

3.3 If you do not use your SIM Card to make a voice call, or send a message or data, or if you do not purchase a top-up using the Top-Up Services, for a period of ninety (90) days from the date you registered or activated your Account or your last use of the Services (whichever is later), Tingomobile will contact you by SMS or e-mail advising you that your SIM Card will be deactivated. Tingomobile will then provide you with an additional thirty (30) days to make a voice call, send a message or data, or purchase a top-up using the Top-Up Services.

3.4 If you make a voice call, send a message or data, or purchase a top-up using the Top-Up Services within the additional thirty (30) day period, your SIM Card will remain active. Any previous credit balance in your Account will remain available for you to use, and you will be able to access and use the Services.

3.5 If you do not make a voice call, send a message or data, or purchase a top-up using the Top-Up Services within the additional thirty (30) day period, your SIM Card will be deactivated. If the SIM Card is deactivated, your specific telephone number will be reallocated to another Customer, you will not be able to access or use the Services, and you will not be entitled to a refund of any credit balance in your Account.

 
 
4. TOP-UP SERVICES

4.1 The Services are prepaid services. You are required to Top Up in advance so your Account is in credit. As Charges are incurred they will be deducted from the amount credited to your Account. No bill or invoice or statement will be issued to you. You may check your credit balance from time-to-time by calling our Customer Services Department.

4.2 You pay for the Services by topping-up your Account using any one of the Top-Up Services available from Tingomobile. You may use the Top-Up Services at any time after registration or activation of your Account. There are several ways that you may top-up your Account:

You may purchase a Top-Up Voucher at any participating retail outlet and activate the PIN code by following the dialing instructions on the Top-Up Voucher. You may also activate the PIN code for a Top-Up Voucher purchased at a participating retail outlet by using the Online Top-Up Service.

You may register your details with Tingomobile, purchase a Top-Up Voucher online and activate the PIN Code by using the Online Top-Up service.

You may register your details with Tingomobile and subscribe to “My Tingomobile” and the Auto Top-Up Facility.
You may register your details with Tingomobile and then contact the Customer Services Department.

4.3 If you top-up your Account within ninety (90) days from the date you registered or activated your Account or your last use of the Services (whichever is later), the amount of the top-up credit you purchased will be added to the credit balance in your Account at the time of your top-up.

4.4 The credit balance in your Account may only be used for the Services. You are not entitled to receive any cash refund for any credit balance remaining in your Account at any time, including where you fail to use the Services and your SIM Card has been deactivated or where this Agreement has been terminated.

4.5 Interest is not payable on any credit balance in your Account. Each time you use the Services (or someone else uses your GSM mobile telephone) the credit balance in your Account will be reduced for the voice call, message or data you are making or sending according to the destination and the current Charges.

4.6 From 5 August 2014 any new top up credit shall expire ninety [90] days from the date of top-up or recharge. For the avoidance of doubt, this does not apply to the existing credit balance in your Account before 5 August 2014.

4.7 Each call is charged excluding VAT to 3 decimal places. All calls for that month are aggregated and then rounded using normal rounding rules (if the last digit is a 4 or lower we’ll round down, otherwise we’ll round up). Where applicable, VAT (at the prevailing rate) is then added to the total of all charges on your bill, with the VAT part of the charge being rounded down to the nearest penny

4.8 A standard text message is 160 characters long. You can send longer ones on some handsets. A longer text is divided into the number of standard texts required to convey the message. Each text will be charged at the standard rate for your price plan. We do not guarantee delivery of any text or MMS message you send

5. ACCEPTABLE USE POLICY

5.1 You agree to use the SIM Card in a compatible GSM mobile telephone for the purpose of using the Services.

5.2 You agree not to use the SIM Card or the Services and not to permit another person to use your SIM Card or the Services:

Fraudulently or in connection with a criminal offence;

For the purpose of making an unsolicited communication or storing and/ or communicating any material which is offensive, abusive, indecent, defamatory, obscene or menacing, a nuisance or a hoax, or which is a breach of privacy, an infringement of copyright, or is otherwise unlawful,

To knowingly and deliberately cause annoyance, inconvenience or needless anxiety to another person,

To make any offensive, abusive, indecent, defamatory, obscene or menacing call to any Customer Services Department representative,

To transmit a virus or other malicious software, use the Services in a manner that impairs the operation or security of the Network or may cause death, personal injury or damage to property, with equipment that is not approved for use with the Network, including, but not limited to, SIM-boxes and SIM-gateways, and

To support calls to call forwarding services, onward calling services or calls to telephone numbers which pay a revenue share or resell to others or commercially exploit our Services.

Otherwise than in line with the conditions of this Agreement.

5.3 If Tingomobile reasonably suspects that you have failed to comply with any of the provisions of clause 5.2, Tingomobile shall have the right to suspend, partially or fully, your access to the Services and/ or terminate this Agreement without prior notice and with immediate effect. If Tingomobile terminates this Agreement for this reason, your SIM Card will be deactivated. If the SIM Card is deactivated, your specific telephone number will be reallocated to another Customer, you will not be able to access or use the Services, and you will not be entitled to a refund of any credit balance in your Account.

5.4 Upon activation of a SIM Card, the purchase of a Top-Up Voucher or the use of the Top-Up Services, you may be required to register your Personal Data with Tingomobile, such as your name, address, date of birth, credit card or debit card details. If Tingomobile determines that the Personal Data that you provide is false, Tingomobile shall have the right to suspend, partially or fully, your access to the Services and/ or terminate this Agreement without prior notice and with immediate effect. If Tingomobile terminates this Agreement for this reason, your SIM Card will be deactivated. If the SIM Card is deactivated, your specific telephone number will be reallocated to another Customer, you will not be able to access or use the Services, and you will not be entitled to a refund of any credit balance in your Account.

5.5 If the use of any bundle or plan that includes ‘unlimited’ calls or texts provided as part of the service exceeds the amount reasonably expected of a person using the service for personal purposes, we reserve the right to:

Restrict your service

5.6 Tingomobile reserves the right, in its absolute discretion (and without prior notice), to restrict or prevent access to certain websites and services over its Network, including Voice over Internet Protocol (‘VoIP’) services. When we decide to restrict or prevent access under this paragraph, you may receive a message stating that the website or service is “not available”.

6. DATA PROTECTION AND PERSONAL DATA

6.1 Tingomobile will only generate, collect, use, process and store your Personal Data in accordance with all applicable laws and regulations, as amended from time to time.

6.2 Tingomobile has implemented appropriate technical and organisational security measures to protect your Personal Data against accidental or unlawful destruction, accidental loss or alteration, or unauthorised or unlawful storage, processing, access or disclosure.

6.3 By registering or activating an Account with Tingomobile, you consent to Tingomobile collecting, processing and sharing Personal Data provided by you or generated in the course of supplying the Services to you, including details of voice calls, messages or data that you have sent (“Traffic Data”) and the geographic position of your GSM mobile telephone (“Location Data”) for the purpose of:

supplying the Products and Services to you,
the administration of your Account by the Customer Services Department,
providing you with service information, for example about Network faults,
the prevention or detection of fraud,
market research and profiling your usage and purchase preferences, and
complying with applicable laws and regulations.

6.4 For Tingomobile to perform its obligations under this Agreement, Tingomobile may need to disclose your Personal Data to other companies that will process your Personal Data on behalf of Tingomobile. These third parties are permitted to use your data only in accordance with our instructions and the law.

6.5 Tingomobile may also need to transfer your Personal Data to third parties, for example our suppliers and service providers, in countries outside the European Economic Area. For example, Tingomobile uses call centre and technical services from an associated company based in India. Where the data protection laws of these countries do not provide the same level of data protection as in the UK, we will take steps to ensure your privacy rights are at least as compliant with the requirements of UK law, including requiring appropriate security measures from such third parties, set out in a contract between us, to protect your Personal Data; and monitoring compliance with such security measures for the lifetime of our relationship with such third parties.

6.6 Tingomobile may use third party software which modifies the adverting content on website pages you choose to view when using our data Services. A persistent cookie is placed on your device which enables our third party software provider to collect anonymous data for statistical reporting purposes to Tingomobile. To ensure the privacy of your data, only pseudonymised and/or anonymous data is collected or shared with such third parties and no personally identifiable data is ever shared. Please view our cookie policy for specific guidance on disabling cookies if you do not wish to have your anonymous data used in this way.

6.7 Tingomobile may from time to time monitor or record your conversations with the Customer Services Department. This may be done for quality control purposes, to improve the Services, to ensure compliance with governmental, regulatory or enforcement agency requests or to detect fraud. .

6.8 Tingomobile will, subject to the applicable laws and regulations, provide you with a copy of your Personal Data stored by Tingomobile upon your written request. Tingomobile may charge a nominal administration fee for providing you with a copy of your Personal Data. It is your responsibility to notify Tingomobile of any changes to any Personal Data provided by you to Tingomobile. You may also request that any incorrect information is corrected. Where permitted by the applicable laws and regulations, Tingomobile will delete Personal Data upon your written request.

6.9 Tingomobile and other companies may contact you by post, telephone, e-mail or SMS to let you know about products and services offered by Tingomobile, other Tingo Group companies or selected third parties, including any special offers and promotions, which may interest you. If you do not wish to receive this information or be contacted in this way, you may at any time, free of any charge, opt out of this direct marketing by requesting to be put on a designated list. You may make this request by contacting the Customer Services Department or by sending an e-mail to unsubscribe@tingomobile.co.uk

6.8 Tingomobile will, subject to the applicable laws and regulations, provide you with a copy of your Personal Data stored by Tingomobile upon your written request. Tingomobile may charge a nominal administration fee for providing you with a copy of your Personal Data. It is your responsibility to notify Tingomobile of any changes to any Personal Data provided by you to Tingomobile. You may also request that any incorrect information is corrected. Where permitted by the applicable laws and regulations, Tingomobile will delete Personal Data upon your written request.

6.9 Tingomobile and other companies may contact you by post, telephone, e-mail or SMS to let you know about products and services offered by Tingomobile, other Tingo Group companies or selected third parties, including any special offers and promotions, which may interest you. If you do not wish to receive this information or be contacted in this way, you may at any time, free of any charge, opt out of this direct marketing by requesting to be put on a designated list. You may make this request by contacting the Customer Services Department or by sending an e-mail to unsubscribe@tingomobile.co.uk

7.6 Tingomobile is not responsible for the failure of any retail outlet to properly activate your SIM Card or Top-Up Voucher or process any payment you made. In these cases, you should contact the retail outlet where you obtained your SIM Card or purchased your Top-Up Voucher and request a refund.

7.7 You are advised that it is illegal to operate a mobile telephone while driving a motor vehicle, and acknowledge the inherent risk in the use of a mobile telephone while driving a motor vehicle. Tingomobile is not responsible for damage or loss or inconvenience incurred by you and that results from any accident caused by the use of a mobile telephone while driving a motor vehicle.

7.8 Nothing in this Agreement shall exclude or limit the liability of either Party for death or personal injury caused by that Party’s negligence, liability arising under the Consumer Protection Act 1987 or the consequence of wilful misconduct, fraud, gross negligence of that Party or any other liability which cannot be excluded or limited by applicable law.

7.9 The liability of Tingomobile to you under this Agreement shall be limited to a total maximum aggregate amount of £1,000.00 per claim or series of related claims.

7.10 If you incur any damage or loss or inconvenience, you must notify the Customer Services Department in writing of the claim as soon as possible and in any event within four (4) weeks after the discovery by you of the claim. Damage, loss or inconvenience that has not been reported in writing to the Customer Services Department within this four (4) week period shall not be compensated. This four (4) week period will not apply if you are using the Services as an individual consumer (and not in combination with a trade or business) and you could not have been reasonably expected to notify the Customer Services Department in writing within this period.

7.11 Tingomobile is not responsible for any damage or loss or inconvenience incurred by you, and will not be liable to provide the Products or Services, as a result of any reason outside the control of Tingomobile, including but not limited to an Act of God, natural disaster, industrial action, war (whether declared or undeclared), civil unrest or acts of terrorism, acts of government or local authority or regulatory body, or any act or decision made by a court of competent jurisdiction. These reasons are also known as “force majeure”

8. CHANGES TO THE AGREEMENT

8.1 Tingomobile reserves the right to change these terms and conditions for legal or regulatory reasons. We may also need to change these terms and conditions as a result of changes by our Network suppliers or for other technical or commercial reasons, such as changes to our Products and Services. We may also change our Charges or introduce new Charges. Changes to Charges will be reflected in our tariff table from time to time.

8.2 If a change will be materially detrimental to you, Tingomobile will give you at least one month’s notice. If you do not accept a change which is notified to you as materially detrimental then you can cancel this Agreement or cease using the Services or topping-up your Account. If you use the Services or top-up your Account after Tingomobile makes a change, then you are deemed to accept the change.

8.3 Please check our website regularly for any changes. We may also notify you of changes by way of advertisement in the national media, by email, by post, or by text message or by other reasonable means. We may also place a recorded message on the phone number for our Customer Services Department.

9. GENERAL PROVISIONS

9.1 If you have a complaint or query about the Products or Services you can call our Customer Services Department in the ways set out in clause 1.6 of this Agreement or email complaints@tingomobile.co.uk. You may also contact the Ombudsman Services. The Ombudsman Services is an independent body who can help resolve problems or complaints between us: for more information, see www.ombudsman-services.org

9.2 This Agreement represents the entire agreement between Tingomobile and you in relation to the Products and Services. It takes precedence over all prior agreements (written and oral), and all representations or other communications between Tingomobile and you. The retail outlets are not authorised by us to amend this Agreement or to agree any terms which are inconsistent with these terms and conditions.

9.3 No term or condition of this Agreement is enforceable by any third party (a person who is not a party to this Agreement) under the Contracts (Rights of Third Parties) Act, 1999.

9.4 Failure or delay by either Tingomobile or the Customer to enforce any right under this Agreement shall not prevent Tingomobile or the Customer (as the case may be) from taking further action.

9.5 If any term or condition of this Agreement is determined to be partially or wholly void or unenforceable by any court or body of competent jurisdiction or as a result of any legislation, it shall be void and unenforceable only to that extent. The validity and enforceability of the other terms and conditions shall not be affected.

9.6 Tingomobile is entitled to assign all of its rights and obligations under this Agreement to a third party. You are entitled to assign all of your rights and obligations under this Agreement to a third party with the written consent of Tingomobile.

9.7 This Agreement is governed by English law and the English courts will have exclusive jurisdiction over any dispute under this Agreement.

10. POSTPAID PLAN

10.1.DELIVERY & POSTAGE
New SIM purchased may take up to 5 working days to deliver. We will post your SIM card via Royal Mail, free of postage charge. Delivery address must be the same as the Billing address – i.e. the address your credit/debit card is registered to.
10.2CREDIT CHECK
Not required.
10.3ALLOWANCE
Your inclusive allowance can be used to make:

Calls to standard UK landlines (numbers starting 01,02,03 only);

Calls to standard UK mobile numbers;

Text message to standard UK mobile numbers; and

Mobile data usage in UK.

Non-inclusive usage includes:

International Standard Roaming; and

Calls to standard UK mobile numbers;

International Text message.

10.4 ROAMING
Roaming Services: The mobile telephone services that you use when travelling outside the United Kingdom. EEA Roaming services are subject to additional terms and a fair usage policy, see https://www.tingomobile.co.uk/#plan
10.5UPFRONT COST:
There is no upfront fees apply for the SIM only deals. You will only be charged for the tariff you have chosen at the beginning of each billing cycle.
10.6TOP UP OR PAYMENT
You may need to top up or make a payment using a debit/credit card in order to make calls, text & data usage out of your plan inclusive allowance, Premium & non- geographic number calls, calls & text message to international numbers or Standard International Roaming.

10.7PAYMENT
Your tariff plan charge will be deducted at the beginning of each billing cycle. Recurring monthly bill Payment will be taken from the debit/credit card used to make the first payment. Payments for the other usage can be made using Debit/Credit card. The name and the address of the card holder should be same as the registered account holder.
Payments for the other charges such as the Tingomobile Airtime Advance could be made bycalling our customer care team on 322.
If you change your name, address telephone number or payment details or there are any other changes to your bank account which may affect your payment of the charges you must let us know.

10.8 BILLING
Each billing period comprises of a 30 days billing cycle.If you are an existing customeryour billing will start from the day of purchase of a plan. Fornew customers the billing cycle of 30 days will begin from the day of SIM activation.
Payment for the Tingomobile Airtime Advance will be taken at the beginning of the next billing cycle following the Tingomobile Airtime Advance in any month.
10.9BILLS
The price shown requires you to use e-billing. For monthly price with paper bill add £1.00.
10.10REFUNDS
We will not provide any refund for any plans purchased UNLESS no service has been used. If you change your mind within 24 hours of purchase of a plan & allowance not used, you may request a refund OR could change it to a different plan by calling our customer service

10.11CANCELLATION
If you think not to continue the chosen plan, you need to give a notice by calling our customer service before expiry of that plan. You should pay all due amounts before the plan is cancelled.

 
11. DEVICES

11.1 This Clause 10 only applies if you have purchased your device from us.

11.2 Charges for devices will be detailed on Tingomobile.com. The cost will be payable at the time of purchase either by a debit or credit card.

11.3 Any device that we deliver to you is your responsibility. Once you’ve received it and paid for it, you own the device. This does not affect your rights to carry out any of the actions set out in 10.4-10.6 below.

11.4 Any returns or refunds in respect of devices purchased from us are subject to our Returns Policy if you change your mind you may return a device to us once for a full refund within 14 days working days from the date of delivery if the handset box seal is unbroken or if your device is deemed ‘dead’ on arrival or faulty you can return it for replacement or repair or a full refund within 14 calendar days of receiving it.

11.5 If you are entitled to a refund, you will be refunded the full amount that you have paid for the device when we get the device back from you, less any Charges (as outlined in the Returns Policy). This refund will come from Tingomobile.

11.6 We’ll only bear the Postage charges if the phone is deemed dead on arrival or is faulty. In this case we will post out a prepaid envelope to the customer. It is your responsibility to ensure you return the device with original parts, accessories, free gifts and the original packaging. We reserve the right not to accept returns or repairs unless this process has been followed correctly. In the case where you will pay for returning the device yourself we recommend upgrading your postage to include insurance since we will take no responsibility for devices which are damaged in transit or not received.

11.7 If there is a device fault which develops after 14 days of the device having been delivered to you, then you should book a repair as soon as possible. Your repair will be chargeable if your handset warranty is no longer valid.

11.8 We’ll only bear the Postage charges if the phone is deemed dead on arrival or is faulty. In this case we will post out a prepaid envelope to the customer. It is your responsibility to ensure you return the device with original parts, accessories, free gifts and the original packaging. We reserve the right not to accept returns or repairs unless this process has been followed correctly. In the case where you will pay for returning the device yourself we recommend upgrading your postage to include insurance since we will take no responsibility for devices which are damaged in transit or not received.

11.9 Customer Services Department: The department of Tingomobile that you may contact for any enquiries about the Products or Services. You may contact the Customer Services Department in several ways:

orders placed at the weekend or on a bank holiday will require at least one extra working day for delivery (for most postcodes, orders placed on a Saturday or Sunday will normally be delivered on a Tuesday);

Any unforeseen stock shortages. If this happens, we will notify you of any delay; certain remote postcodes will require additional time for delivery; and if we cannot obtain immediate security clearance for payment of your order. The security of our customers is paramount so these checks are essential to combat fraudulent use of payment and address details.

11.10 No orders for devices shall be accepted if received from outside the United Kingdom.

11.11 Despite our best efforts, occasionally products in our online shop may be incorrectly priced and therefore we cannot confirm the price of a product until your order is accepted. In addition, details may be updated from time to time and are subject to change. If we discover a pricing error, or there is a change in price before dispatch, we will contact you to reconfirm your order at the correct price. If we are unable to contact you within a reasonable time, we may cancel your order and notify you of such cancellation. Unless otherwise stated, prices are inclusive of VAT where applicable.

11.12 You must ensure that prior to placing an order you have checked all relevant details about the products and/or services you have selected. All products and services advertised are subject to availability.

11.13 The information displayed on Tingomobile.com, including prices, does not constitute an offer to enter into a sale agreement and neither we, nor any third parties that offer services shall be obliged to accept your orders. If we do, acceptance will be confirmed by email (to the email address supplied by you when the order was placed) and in our dispatching of the Device to you. Where products are sent separately, our acceptance will relate only to those products actually dispatched.

11.14 If you cancel your order and return your handset in accordance with our Returns Policy, you will also be entitled to a full refund if also your bundle has not been used. If any part of your bundle has been used we will deduct the full price of the bundle from the cost of your handset.

11.15 Nothing in this Clause 10 affects your statutory rights.

Cookies Policy

This Cookies Policy (“Policy”) describes Tingo Group’s collection, use, and retention of the cookies present in the website.

Cookies are simple text files that help coordinate Tingo Group’s website servers and your browser to display the full range of features offered by Tingo Group. These features include hassle-free automatic logins and authentication, shopping cart functionality, third party ad serving, ad management, preference setting, and language setting, among others.

We require your consent to process cookies, unless you provide us with your personal information, for instance for registration, placing an order, or complete online forms. In this case, we may collect, store and use your personal information in accordance to our Privacy Notice.

Cookie Law

Also known as the ‘Cookie Directive’, the instrument that defines the requirements for consent for cookies across the EU is Directive 2009/136/EC of the European Parliament and of the Council, an excerpt of which is reproduced below:

“Member States shall ensure that the storing of information, or the gaining of access to information already stored, in the terminal equipment of a subscriber or user is only allowed on condition that the subscriber or user concerned has given his or her consent, having been provided with clear and comprehensive information”.

The UK introduced the amendments on 25 May 2011 through The Privacy and Electronic Communications (EC Directive) (Amendment) Regulations 2011. The relevant section is below:

  1. – (1) Subject to paragraph (4), a person shall not store or gain information, or to gain access to information stored, in the terminal equipment of a subscriber or user unless the requirements of paragraph (2) are met.(2) The requirements are that the subscriber or user of that terminal equipment –(a) is provided with clear and comprehensive information about the purposes of the storage of, or access to, that information; and

    (b) has given his or her consent.

    (3) Where an electronic communications network is used by the same person to store or access information in the terminal equipment of a subscriber or user on more than one occasion, it is sufficient for the purposes of this regulation that the requirements of paragraph (2) are met in respect of the initial use.

    (3A) For the purposes of paragraph (2), consent may be signified by a subscriber who amends or sets controls on the internet browser which the subscriber uses or by using another application or programme to signify consent.”

    In summary, to comply with the law Tingo Group needs to give clear information about what the cookies are used for, why, and obtain consent from you, the user. These are the objectives this Policy is set out to achieve.

 

Types of cookies and purpose

Cookies can be categorized in many ways, one is with regards to their longevity, i.e. for how long they are stored in your browser. According to this classification, cookies can either be:

  • Session cookies: temporary cookies that identify and track users within our websites. These are automatically deleted by your browser when you close your browser or end the session; and
  • Persistent cookies: cookies which enable our websites to ‘remember’ who you are and your preferences within our websites. These cookies are stored in your browser (the specific location depends on the browser and version) for a period of time.

Tingo Group assesses the cookies present in their websites periodically, to ensure they are aligned with the requirements of current legislation. For instance, we remove persistent cookies set to hold data for an excessive period of time, which do not meet the principle of storage limitation, as per Article 5.1.e of the General Data Protection Regulation (GDPR).

What the cookies do Reason to have the cookies in Tingo Group’s website
Enhance our website’s functionality Cookies allow us to enhance the functionality of our websites so that we can personalise your experience and allow you to use many of the useful features of our websites.
These cookies are strictly necessary for the proper functioning of the websites. For example, we use cookies so we can remember your preferences and the contents of your shopping basket when you return to our website.
Enhance our website’s performance This type of cookies helps us understand how our websites are being used, mainly for analytical purposes, so that we can work on providing an improved user experience.
Cookies used for this purpose do not collect information that identifies a user, but the data is aggregated and made anonymous.
For example, data on error messages displayed to users will be collected and the developer team will assess whether the problem is prevalent and solve it.
Web beacons and parameter tracking These cookies and similar software known as web beacons are used to count the number of users visiting our websites, or the number of actions made by the users.
Internet Protocol (IP) address and traffic data A set of data such as IP addresses, access rates, and page views are recorded in our servers. These data do not allow to identify any individual, i.e. no personal data is collected.

Changes to our Cookies Policy

We may change our Cookies Policy from time to time to be in compliance with current Data Protection legislation. However, we will not reduce your rights under this Cookies Policy. We will always update this Cookie Policy on our websites, so please try to read it when you visit any of Tingo Group websites (the ‘last updated’ reference tells you when we last updated it).

How to disable cookies?

You can, at any time, make changes to how Tingo Group deals with the cookies present in this website.

  1. The list of available bundles and their retail price is below.
Bundle Name Description Retail
500MB 500MB data + unlimited natl mins/SMS £5
2GB 2GB data + unlimited natl mins/SMS £8
5GB 5GB data + unlimited natl mins/SMS £10
10GB 10GB data + unlimited natl mins/SMS £12
15GB 15GB data + unlimited natl mins/SMS £15
25GB 25GB data + unlimited natl mins/SMS £25
50GB 50GB data + unlimited natl mins/SMS £45
ROW 100 minutes to low cost destinations £5
Ghana 150 minutes to Ghana £20
Pakistan 200 minutes to Pakistan £5
Bangladesh 500 minutes to Bangladesh £17.50
Iran 100 minutes to Iran £12.50
India 500 minutes to India £9
Nigeria 200 minutes to Nigeria £18
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