Mobile TERMS AND CONDITIONS
1. DEFINITIONS
1.1 "Client" means the end user or purchaser of services under this agreement.
1.2 "Dealer" means CAN Solutions Ltd.
1.3 "Provider" means the mobile network operator (e.g. EE, O2, Vodafone, Three, Plan.com) contracted to deliver mobile services.
1.4 "Agreement" refers to this contract, including the Purchase Order and these Terms and Conditions.
1.5 "Minimum Contract Period (MCP)" means the agreed minimum term as detailed in the Purchase Order.
1.6 "Purchase Order" is the document issued by the Dealer setting out pricing, specification and any handset or service arrangements.
1.7 "Handset" or "Device" refers to any equipment (e.g. mobile phone, tablet) supplied under this Agreement.
1.8 "Deal Incentive" means any cashback, credit, hardware, or benefit offered by the Dealer as part of the agreement.
2. CONTRACTUAL RELATIONSHIP
2.1 The Client enters a direct contractual relationship with the Provider for mobile services.
2.2 The Client is also bound by these terms with the Dealer.
2.3 The Provider's terms take precedence regarding service provision, billing, and network performance.
3. ORDERING PROCESS
3.1 Quotations are based on information provided by the Client. The Dealer is not liable for inaccuracies.
3.2 A Purchase Order is required to confirm the Client's acceptance.
3.3 The Dealer may refuse orders at its discretion.
3.4 Orders are only processed once a signed Purchase Order is returned.
3.5 A welcome call and welcome pack will be provided after receipt.
4. CLIENT RESPONSIBILITIES
4.6 If the PAC code is not supplied to CAN Solutions within 10 working days of the signed Purchase Order, CAN Solutions reserves the right to activate the contract on temporary numbers. In such cases, the contract will be deemed live and fully binding.
4.1 Client must provide PAC codes within 14 days of signing the Purchase Order. Failure to do so may result in connection on new numbers. Charges from the Provider or Dealer arising from this will be passed on.
4.2 Client must cancel any lines under a previous contract that are not transferring.
4.3 All equipment and SIMs must only be used by the Client and not resold or shared.
4.4 Client must allow Dealer full third-party access to their Provider account for support purposes.
4.5 Client agrees not to enter another agreement with a different Dealer during the MCP unless authorised by the Dealer.
5. EQUIPMENT & HANDSET TERMS
5.1 Equipment may be supplied outright, financed, or the deal may be SIM-only. This will be specified in the Purchase Order.
5.2 Where handsets are included under an asset finance arrangement, title remains with the finance provider until a transfer of title fee of £50 (per device) is paid or the handset is returned.
5.3 Early exit or early upgrade may require the return of handsets, wiped of all data.
5.4 Failure to return required devices will result in a charge equal to the market value or £150 per device, whichever is higher.
5.5 If the transfer of title fee is not paid at the end of the agreement, handsets must be returned in good condition within 10 working days, subject to conditions outlined in Section 9.
6. DEAL INCENTIVES & BUYOUTS
6.1 Incentives or buyouts will be paid as agreed in the Purchase Order.
6.2 Incentives are conditional on:
- PAC codes being provided and used as required
- The Client remaining connected for the full MCP
- The Client adhering to all terms of this Agreement
6.3 Failure to comply may result in clawback of all or part of any incentive or buyout amount, and may incur charges of £10 for missed payments and £12.50 for late payments.
6.4 In the event of early termination, any buyout payment, hardware fund, cashback, and value of supplied hardware will be repayable to the Dealer on a pro-rata basis unless otherwise agreed in writing.
7. CHARGES & PAYMENT
7.1 Charges are set out in the Purchase Order but may change due to:
- Regulatory/tax changes
- Wholesale cost increases from Providers
- Client-requested changes
7.2 Payment is due within 7 days by Direct Debit or 14 days by BACS unless otherwise specified.
7.3 Any missed payments or rejections may incur admin charges of £10 per missed payment and £12.50 per late payment, interest at 8% per annum, and reporting to credit agencies.
7.4 All outstanding balances and termination costs become due immediately upon cancellation or expiry.
8. CANCELLATION & TERMINATION
8.1 Cancellation Prior to Porting or Service Activation
The Client may request cancellation of the Agreement prior to any porting of numbers or service activation. Acceptance of such a request is entirely at the Dealer's discretion. All cancellation requests must be submitted in writing by the person who originally signed the Agreement. If accepted, the following charges will apply:
- An administration fee of £100 per number (capped at £5,000)
- The full market value of any opened or unreturned hardware
- A reasonable cost recovery charge for provisioning, onboarding, or non-refundable network fees
8.2 Once connected or live, this agreement is non-cancellable. Cancellations after connection will result in:
(a) all charges payable up to the date of Termination; and
(b) a cancellation charge equivalent to the outstanding Monthly Charges for the remaining Minimum Term as stated in the Agreement.
8.3 Early termination will also result in the clawback of any incentives or hardware values and any termination fees due to the network.
8.4 Customers wishing to cancel must allow CAN Solutions the opportunity to resolve any issues or propose a revised deal. If cancellation proceeds, the Client remains liable for all term fees and associated clawbacks.
8.5 Client must give 30 days' written notice to terminate early.
9. HANDSET RETURNS
9.1 Handsets must be returned:
- If the Client cancels after connection but within MCP
- If the Client upgrades early
- If required under the finance/asset arrangement
9.2 All returned devices must be:
- In good working condition
- Free of account locks and personal data
- Factory reset and data wiped
9.3 Failure to return, or return of damaged or data-retained devices, will result in a charge of the market value or £150, whichever is higher. Where a handset return has been factored into the pricing or commercial offer, failure to return the agreed handset(s) in good condition and fully wiped of all data will result in a charge equal to the value built into the commercial offer or the current market value, whichever is higher. All handset returns must be delivered to the Dealer within 10 working days of receipt of the replacement or upgrade device(s).
10. MISCELLANEOUS
10.1 The Dealer is not liable for the Provider's service quality or outages.
10.2 Client data is handled in accordance with the Dealer's Privacy Policy (see website).
10.3 All call recordings and documentation are retained in line with legal and regulatory standards.
10.4 Force majeure applies for uncontrollable events (e.g. natural disasters, war, strikes).
10.5 These terms are governed by English law. Disputes will be handled in English courts.
10.6 The monthly subscription charges will be subject to an annual increase in April each year, in line with the published RPI (Retail Price Index).