SIM Terms & Conditions

GRADE MOBILE

SIM ONLY TERMS AND CONDITIONS 

1. Our Terms and Conditions  

Grade Mobile is the trading name for OG Exclusives London Limited, a FCA regulated company registered in England and Wales. Company number 08955418. Our registered office address is Crossways, School Road, Charing, Ashford, Kent, TN27 0JN, United Kingdom and our contact address is Grade Mobile PO Box 807, Folkestone, Kent CT20 9NG.  Any reference to “Grade Mobile” in these Terms and Conditions includes OG Exclusives London Limited.  

These T&Cs will apply to you when you place an order on the Grade website (https://grademobile.co.uk or its subdomains) (the Grade Website) or use a Grade Mobile SIM Card (SIM). Separate terms apply to the use of each of services which you will receive separately. These T&Cs include important information on how we provide you with your mobile service and what to do if there’s a problem.  

2. Contact us  

The fastest way to contact us is through contact@grademobile.co.uk, by telephone (0300 303 4949) Monday to Friday 9am – 5pm. You can also post us a letter at Grade Mobile’s address (PO Box 807, Folkestone, Kent CT20 9NG). We’ll contact you either by email or telephone. 

3. Activating your Grade Mobile Plan 

Your Grade Mobile Plan starts from the day you activate your SIM on our website, lease.grademobile.co.uk/activate.  

 Your new SIM card will typically be delivered within 1-3 working days of your order. If there are any delays to your SIM delivery, please reach out to us on contact@grademobile.co.uk or 0300 303 4949.  

To activate your SIM and start using your Grade Mobile Plan, you first need to set up a payment method. You can add or manage your payment methods through the Grade Mobile website: lease.grademobile.co.uk/customer/payment-methods. The price for your Grade Mobile Plan will be shown during the activation process.  

4. Payment Methods 

We accept payment with the credit and debit cards that are listed on our website.  

5. Missed or Late Payments 

We try to ensure that you are informed as soon as possible if you have missed a payment. As soon as your account enters arrears, we will notify you via e-mail. We will immediately re-attempt to collect the overdue payment, and then again within 3 days.   

After five days of your first missed payment, we will issue you a Notice of Default letter, from which you will have 21 days to respond. If we do not hear from you in this timeframe, then your service and contract will be cancelled, and your account will be passed to a debt collections agency.  

6. Bolt-Ons 

You can buy extra bolt-ons through your SIM portal found at lease.grademobile.co.uk/my-mobile/dashboard. Any additional fees or bolt-ons will be shown in your portal and will be added to your monthly bill. Please note that additional terms might apply to bolt-ons; these will be shown in the portal before you buy the bolt-on. 

7. Additional Fees 

We charge additional fees for any usage outside of your Grade Mobile Plan (for example, international calls). You can find these additional fees here my.grademobile.co.uk/fees.  

8. Disruptions to our Service 

Any disruptions to your mobile service (or to the delivery of your device) by an uncontrolled event will be resolved as soon as practicably possible. We’ll contact you to try and minimise the interruption to ensure that you can resume your phone use again within a short period. If this interruption is prolonged, you may be to cancel your Grade Mobile Plan under paragraph 11 in this T&C.    

We may sometimes need to suspend our services to resolve technical problems or to implement important changes to comply with the law. If this is the case, we will contact you in advance to inform you of the suspension. In the case of an emergency disruption, we will inform you as soon as practicable. If we suspend our service for more than a few days, we will provide you with a refund for the days you were unable to use your Grade Mobile plan.   

When our network is experiencing high demand or particularly high traffic, it may be the case that we need to decrease the speed of your mobile service. It could also mean that we may need to suspend or terminate your mobile service if we believe that the use of your network service is adversely affecting the network or other users.  

9. Emergency Calls  

Please be aware that using your internet connection for emergency calls (for example, through WhatsApp or Skype) may mean that the emergency services will not be find your location. The normal phone service should be used for emergency calls.  

10. Problem with your Grade Mobile Plan 

Please contact Customer Service using the details in paragraph 2 above if there is a problem with your GRADE MOBILE Plan. We endeavour to ensure that we deliver on our promises and uphold our end of the contract in its entirety. You have legal rights where our service has not been delivered as described. A summary of your legal rights can be found here: my.grademobile.co.uk/terms.  

11. Ending your SIM Agreement 

You can cancel any of our Grade Mobile plans within 30 days of activating the SIM. This applies irrespective of whether you have ordered a 30-day SIM, a 12, 24 month SIM, or a rolling SIM. If you cancel within this period, you will receive a full refund (minus the days you have used the service for as well as any charges you have incurred).  

For a contracted sim (12 or 24-Month SIM) you can cancel your contract at the end of its period via the Grade Mobile Portal, or by contacting us by phone, text, or e-mail. We require 30 days’ notice if you intend to end your contract. If you do not cancel your contract, you will be put onto a rolling contract on the same terms as your initial agreement.  We will keep you on this rolling contract until we receive notification that you wish to cancel or upgrade with us. GRADE MOBILE reserves the right to increase your monthly payments after each year to account for inflation.     

For our business users, you can cancel individual SIM cards without cancelling your whole Grade Mobile Plan. You can cancel your whole Grade Mobile Plan if we fail to provide you with service for a period, or if we make a significant change to how your service is provided under the plan. Should you cancel your Grade Mobile Plan because of any of these reasons, we will ensure that you receive a refund for any of the unused days on your plan that you have paid for but not received.   

In the case where Grade Mobile reasonably suspects a business (or its employees) are using their Grade Mobile service in an illegal or unreputable manner, we reserve the right to cancel your plan immediately. This also includes any other actions which may cause harm, disrupt, violate, or infringe upon the rights of our customers, and any actions which cause harm our network or our customers.  

If you or the phone number allocated to you appear on a consumer protection list, we have the right to end your Grade Mobile Plan and to withdraw your number. You can find details of what this is here.  

12. Your Statutory Rights 

Your statutory rights as a consumer are unaffected by our T&Cs. You can out more about these rights here. 

13. Business Agreements 

We exclude from this agreement all implied terms that may be inferred from any content contained on our website or any other online platforms under the control of Grade Mobile. We will not be held liable for any loss of profits, business, revenue, business interruption, loss of savings, or reputation, or any indirect damages to the business. 

14. 5G at Grade Mobile 

All our plans now come with 5G at no extra cost. To Use 5G, your handset needs to be 5G enabled and you need to be in an area with 5G coverage. 5G availability is subject to handset model and location. Supported on Android and iOS devices running the latest software. You can use our coverage checker here lease.grademobile.co.uk/our-sim-coverage. 

15. Police Requests  

We have an obligated under the Investigatory Powers Act 2016 to provide customer information if requested by the UK Police. This means that your customer information will be shared with and immediately available to our MNO (mobile Network Operator (BT)) MVNO-E provider who deals with police requests on our behalf.  Grade Mobile will ensure to comply with any information requests within the required timeframe and only through the channels specifically created for MVNO police disclosures.  

16. Blacklisting 

We will blacklist a device within one working day if this is requested by the owner of the device.  

We may blacklist a device in accordance with our lease debt procedure.  

17. Personal Information  

 We will only use your personal information as set out in our privacy policy available here. 

18. Complaints 

If you have a complaint which we’ve not been able to resolve you can ask for it to be resolved using alternative dispute resolution. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to the Centre for Effective Dispute Resolution here. CEDR will not charge you for making a complaint and if you are not satisfied with the outcome, you can bring legal proceedings in court.   

These T&Cs are governed by English law and you can bring legal proceedings in the English courts. If you live in Scotland you can bring legal proceedings in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in either the Northern Irish or the English courts. 

19. Acceptable Use Policy (incl. Roaming Charges) 

Please refer to our Acceptable Use Policy which will be appended to this Terms and Conditions.  

You confirm you have read and agree to the Terms and Conditions outlined within the document.