ONECALL Service Terms and Conditions (Ts&Cs)
We are Majestic Ventures Group Limited trading as ONECALL, a company registered in England and Wales with company number 09771128. Our registered office address is 34 SOUTH MOLTON STREET, LONDON, W1K 5RG. In these Ts&Cs references to “we”, “us”, “our” or “ONECALL” mean Majestic Ventures Group Limited. We are a reseller of Telefonica and Vodafone related products and services (our “Services”). References to “you or “your” means you the customer.
These Ts&Cs will apply to you when you place an order on our website (www.onecallsim.com) (the ONECALL Website) and we accept such order by dispatching your SIM. At that point, these Ts&Cs, along with our Terms of Use and Privacy Policy form the agreement or subscription between us. Additional terms may apply to any promotional or special offers from time to time, which will be available on the ONECALL Website.
These Ts&Cs include important information on how we provide you with your mobile service and what to do if there’s a problem. If you do not agree to these Ts&Cs then do not please an order on the ONCECALL website or stop using ONECALL’s services.
How to contact us
The fastest way to contact us is by calling ONECALL on +44 03300946904. You can also contact us by email (Info@onecallsim.com) or by sending us a letter to ONECALL’s address . If we need to contact you, we will contact you through/by email, phone or in writing.
Your ONECALL Plan
Your ONECALL Plan starts from the day you activate your SIM on the ONECALL Website. SIMs are normally delivered within 2 days days of your order. We will also provide you with a phone number. When you place your order you’ll need to set up a payment method for your monthly payment on the ONECALL Website. We accept payment for the Services with the credit and debit cards listed on the ONECALL Website, Payments will be made by Direct Debit or under special circumstances by credit/debit card
Once you have set up your payment method your SIM will be activated. Any change in payment details will need to be requested in writing. You may be required to provide address verification to prevent fraudulent purchasing.
The price for your ONECALL Plan will be shown on the ONECALL Website.
Each SIM remains our property at all times. You’re being allowed to use the SIM by us on a limited license to enable you to access our Service, in accordance with the terms of this agreement. We may recall the SIM(s) at any time for upgrades, modifications, misuse or when your agreement ends. You can only use the SIM to obtain service from us.
ONECALL does not allow SIMs to be used in any equipment which enables the routing of calls or data (including, without limitation, text or picture messages) from fixed apparatus or standard devices to mobile equipment, by establishing a mobile-to-mobile call or transmission. Nor does it allow the use of any equipment which enables the sending of bulk SMS, voice or data services. If a SIM is used outside of routing of call, as established above, ONECALL cannot be held responsible for any damage to property nor the inability to make calls to the Emergency Services
If you have an active number customer, you can move your existing number to us with a Porting Authorisation Code (PAC). Once we’ve verified these details, we’ll tell you the date when your number will be moved. If the move is delayed and is our fault, you may be entitled to compensation in the form of a one-off reimbursement of a portion of your charges. Contact our Customer Service team to find out more.
Additional fees apply to any usage outside of your ONECALL Plan (for example if you make international calls). You can find these additional fees here . You can buy extra bolt-ons or activate international calling using the ONECALL Website. Any additional fees or bolt-ons will be shown in the ONECALL Website, and will be added to your monthly bill. Additional terms might apply to bolt-ons, these will be shown in the ONECALL Website before you buy the bolt-on.
Your ONECALL Plan Service
Once you’re connected to ONECALL:
• We’ll provide you with access to our Service and our Premium Services (including but not limited to premium SMS, premium voice, short codes, carrier billing (also known as charge to bill or pay for it) are not available with ONECALL.
• You can make international calls and roam abroad with ONECALL. To do so, you will need to activate full-service setting; this might require additional service fees, fees will be available on onecallsim.com/price guide.
Emergency Services:
• You can make free calls to emergency services from your phone by calling 999 or 112.
• When you’re outside of our coverage area in the UK, your phone will try to locate another mobile network so that you can try to contact the emergency service (however, neither your mobile telephone number or your location data will be transmitted in these circumstances).
• Emergency service calls cannot be made using Skype/WhatsApp (or certain other voice over IP services) on your phone.
• If you have difficulties hearing or are speech impaired and you need emergency assistance, you can send a text message with details of your location to 999 or 112 – the text will be converted and passed to the appropriate emergency services but you’ll need to register your phone before you can use this service – details on how to do this are available at emergencysms.org.uk
• Calls to the Emergency services, can only be made by making a normal voice call from your device.
If there is a problem with Your ONECALL Plan or Service
If there is a problem with your ONECALL Plan, please contact us using the details above. Our services are available within our coverage area in the UK and abroad. Within this, there may be areas where you don’t have access to all of our services, or where coverage is otherwise limited or unavailable. For more information about coverage, take a look at [coverage app/page ]
There may be situations when our services are not continuously available or the quality is affected, so we can’t guarantee continuous fault-free service. If we need to suspend our services (e.g. to resolve technical problems or to implement important change in law or in our regulatory requirements), then we’ll contact you to let you know. We’ll be able to let you know in advance of any suspension unless it’s an emergency, in which case we’ll let you know as soon as reasonably possible. If we need to suspend our services for more than a few days we’ll refund you for the days you weren’t able to use your ONECALL Plan.
A summary of your legal rights is available here.
“Cooling Off” period and your ability to end the subscription
You can cancel your ONECALL Plan up to 14 days after you have activated your SIM (regardless of whether you have ordered a 30 day SIM or a 12 month SIM). If you cancel during this 14-day period we’ll refund you for your ONECALL Plan less the days you have used. This is called the “Cooling Off” period.
Your 30 day SIM will end on 30 days after activation. Your rolling 30 days’ plan will end by giving 30 days’ notice at any time after your initial 30 days have passed. . You can end your 12 month SIM at the end of the 12 month period, by cancelling your ONECALL Plan using the ONECALL Website.
You can end your ONECALL Plan if we have breached these Ts&Cs or if we make a significant change to the way we provide you with your ONECALL Plan. If you end your ONECALL Plan for any of these reasons you’ll get a refund for any unused days on your ONECALL Plan that you have paid for but not received.
“Cooling Off” period and your ability to end the subscription
You can cancel your ONECALL Plan any time after activating your SIM. As OneCall is a Prepaid Service, your service will cease after the 30 days notice. As the ONECALL service is Prepaid/ Prepaid Subscription, you will be subject to ONECALL’s terms and Conditions of use once activated. As ONECALL is a subscription service, there is no “Cooling Off” period applied.
Your 30 day SIM will end on 30 days after activation. Your rolling 30 days’ Subscription plan will end by giving 30 days’ notice at any time after your initial 30 days have passed.
Once a ONECALL service is activated for either a 30 Day Sim or A 3O Day Subscription, it is deemed that the service is used.
ONECALL will offer a full refund to Customers that want to return an unactivated SIM as the service is deemed unused.
Our ability to end the subscription
We may end this subscription for any reason by giving you 30 days’ notice. We may also end this subscription immediately for the following reasons:
• You breach an important term of these Ts&Cs, including paying for the Service;
• If we believe you (or any of your employees) are using or will use your ONECALL Plan fraudulently, illegally, to make nuisance, spam or automate calls/SMS, to threaten, harass, stalk, abuse, disrupt or otherwise violate or infringe the rights of others or in a way that harms our network or the experience of other users then we can cancel your ONECALL Plan straightaway.
• If you or the phone number allocated to you appear on a consumer protection list, we have the right to end your ONECALL Plan and to withdraw your number. You can find details of what this is here .
• If we are required to suspend your Service by emergency services or other government authorities. If we suspend any or all of your services, you’ll still be able to make emergency calls (unless they’ve been suspended at the request of the emergency services).
• If we have the right to suspend your service for a breach of these Ts&Cs or any other applicable terms and conditions, including our Terms of Use and Fair Usage Policy.
• If we believe that your communications or actions with regard to our Customer Support or any of our retailers or agents, or your use of our service, are jeopardizing the operation of the network, or are of an unacceptable nature.
• in the event of your death.
• where you have used the service in a way not consistent with the ordinary use of a consumer.
• No network access for our service. We may end your agreement if we no longer have access to other operators’ networks which we need to provide our service, or if we are no longer able to provide our service due to factors beyond our control or because we cease business. If reasonably possible under these circumstances, we’ll endeavor to provide you with such notice as is practical
If this subscription ends, we’ll close your account and disconnect you and you’ll not be able to use our Service. In addition, you’ll lose your phone number unless you have made a request for your number to be ported prior to disconnection.
If we end the agreement due to your conduct, then any unused credits or allowances will be forfeited.
Billing
The price of the goods and/or services will be the price set out on the ONECALL Website at the time when you place your order. Our prices include VAT at the current rate.
We make all reasonable efforts to ensure that we do not make errors with the prices that we charge you. For example, before we accept your order, we usually try to check the ONECALL Website price against our price list in force at the time of your order. However, if an error has been made and the price in the price list is lower than the ONECALL Website price, then we will charge you the price on the price list (being the lower amount). If an error has been made and the price in the price list is higher than the ONECALL Website price, we will contact you to confirm how you would like to proceed (and if you want to cancel the subscription, A summary of your legal rights is available here. these terms and conditions will apply).
Any costs for delivery of the goods and/or services and other costs associated with the goods and/or services will be the amounts that were set out to you in the order process on our website. When you need to pay us depends on whether what we provide you with is goods or services:
• For one-off goods, you must pay for them before we deliver them to you;
• For subscriptions to goods, you must pay monthly, in advance for your subscription;
• For ongoing services we will invoice you monthly, in advance for your subscription and monthly in arrears for any additional the services incurred. Invoices must be paid by direct debit in line with the due date on the Invoice.
We accept payment by debit card and credit card for your first order. Subsequent monthly payments are taken via direct debit or debit/credit card. Your card debit details will be stored to allow monthly payments to be taken via card in the event your Direct Debit fails.
If you do not pay us on time, we may charge you interest at the rate of 2% a year above the base rate of Bank of England from time to time. The interest will accrue each day from the date that the amount you owe us was due, until the date you make payment of the amount that is overdue. It will accrue whether or not it is before or after any court judgment. You must pay the interest to us when you make payment to us of the amount that is overdue. If you write to us and request it, we will send you a statement of the interest you owe us to date, and the additional amount being added each day.
Fair Usage Policy
fair usage policy
The following Fair Usage Policy applies from the 01 May 2022.
Terms an Unlimited Allowances
ONECALL unlimited bundles are truly unlimited where usage is appropriate to subscription type.
Inappropriate usage would be considered as the following:
• Any usage outside normal commercial practice
• Any usage made via automated means (also see Gateway/AIT FUP)
• Any usage that damages or impairs the hosting network
• Any usage considered fraudulent, abusive, illegal or a nuisance
• Data usage where users regularly tether to 12 or more devices or have used 650GB of data twice within a 6 month period
• Data usage where roaming outside of the UK and exceeding more than 25GB within a single billing period*
We may investigate usage in order to ascertain whether your unlimited usage is in line with these guidelines.
In the event inappropriate usage is determined then we reserve the right to restrict services, adjust the plan or terminate the agreement based on the severity of the misuse.
Gateways/Artificially Inflated Traffic (AIT)
ONECALL does not allow SIMs to be used in any equipment which enables the routing of calls or data (including, without limitation, text or picture messages) from fixed apparatus or standard devices to mobile equipment, by stablishing a mobile to mobile call or transmission. Nor does it allow the use of any equipment which enables the sending of bulk SMS, voice or data services. DWS reserves the right to suspend without notice should we believe that such equipment is being used. During suspension, the liability for any access charges or calls will rest with the you the Customer
Roaming
We have introduced a Fair Usage Policy to ensure end user allowances are being used for purpose whilst roaming. Policy Terms… Inclusive roaming services on our mobile tariffs have been built for consumer users who travel periodically, and not those who roam across foreign networks on a semi-permanent or permanent basis.
If a customer uses their mobile in destinations outside the UK that qualify for inclusive access to standard bundles (this includes those countries that qualify for daily roaming services such as Roam from home or similar), and they have spent more time abroad than at home with their roaming use exceeding their domestic use, we will consider them a permanent roamer and charges will apply in line with our standard roaming out of bundle costs.
Please be aware that roaming activity will continue to be measured over a four-month period.
Please note, ONECALL reserve the right to disconnect subscriptions and apply a standard £60 Cease Fee per subscription, in instances where terminations occur due to breach of listed policies.
Subject to change Our tariffs are subject to change. ONECALL will ensure at least 30 days’ notice is given before any changes take effect.
Our responsibility to You
Nothing in these Ts&Cs will limit or exclude our liability for:
• death or personal injury caused by our negligence (including the negligence of our employees, agents or subcontractors);
• fraud;
• any liability under Part I of the Consumer Protection Act 1987; or
• any liability cannot be excluded or limited under applicable law.
We are responsible for direct losses you suffer because of us breaching these Ts&Cs if such losses are a foreseeable consequence to both of us at the time the Ts&Cs apply to you. We shall not, in any event, be liable for losses which are indirect or are a side effect of the main loss or which are not foreseeable (for example, loss of profits, wasted expense or loss of opportunity).
We are not responsible for the deletion, loss or corruption of any content transmitted or maintained by our Services, unless caused by our negligence.
To the extent permitted by law, our entire liability to you in any 12-month period will be limited to an amount equal to the amount of ONECALL Plan fees you have paid to us in the 12 months prior to the event giving rise to the claim.
How we use your Personal Information (Data Protection)
We will only use your personal information as set out in Our Privacy and Cookies Policy, available from here.
Notices
Our website is a source of information that you may find useful when using our Service – it’s the most up to date source of information about us and our Service. You may find it useful to refer to when using our Service.
If we need to send any notices under this agreement to you, we’ll do this by communicating them to you via phone, text message, electronic messaging, email, or mail.
Complaints
We want you to have a great service, but if you do have a complaint, please contact our Customer Services team at info@onecallsim.com A copy of our customer complaints code can be viewed on our website at onecallsim.com/complaints or you can request a copy by contacting ONECALL.
We will try to resolve your compliant, but if we are unable to, you may be entitled to ask the Ombudsman Service: Communications to consider your complaint for you. Their website address is: ombudsman-services.org.
Other important terms
You may not transfer any of your rights or responsibilities under these Ts&Cs to anyone else without obtaining our written consent. We may transfer all or part of our Service with you at any time provided the service you receive will not be significantly different.
These Ts&Cs are between you and us. It is not intended to benefit any other person or third party in any way and no such person or party will be entitled to enforce any provision of these Ts&Cs.
If any of the provisions of these Ts&Cs are found to be unlawful, invalid or otherwise unenforceable by any court or other authority, that / those provision(s) shall be deemed severed from the remainder of these Ts&Cs. The remainder of these Ts&Cs shall be valid and enforceable.
We may revise these Ts&Cs from time to time. We will notify you of any significant changes. Your continued use of the Service indicates your acceptance to these changes.
These Ts&Cs, and the relationship between you and us (whether contractual or otherwise) shall be governed by and construed in accordance with the law of England & Wales.
If you are a consumer, you will benefit from any mandatory provisions of the law in your country of residence. Nothing above takes away or reduces your rights as a consumer to rely on those provisions. Further, any dispute, controversy, proceedings or claim between you and us relating to these Ts&Cs, or the relationship between you and us (whether contractual or otherwise) shall be subject to the jurisdiction of the courts of England, Wales, Scotland, or Northern Ireland, as determined by your residency.
