Wholesale 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 "Agreement" refers to this contract, including the Purchase Order and these Terms and Conditions.
1.4 "Minimum Contract Period (MCP)" means the agreed minimum term as detailed in the Purchase Order.
1.5 "Purchase Order" is the document issued by the Dealer setting out pricing, specification and any handset or service arrangements.
1.6 "Handset" or "Device" refers to any equipment (e.g. mobile phone, tablet) supplied under this Agreement.
1.7 "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 contractual relationship with CAN Solutions Ltd.
2.2 These terms apply to services provided via CAN Solutions Ltd's wholesale agreements.
2.3 Where applicable, third-party service terms may also apply.
3. ORDERING PROCESS
3.1 Quotations are based on information provided by the Client. The Dealer is not liable for inaccuracies.
3.2 A signed Purchase Order is required to confirm the Client's acceptance.
3.3 CAN Solutions may decline or delay orders at its discretion.
4. CLIENT RESPONSIBILITIES
4.1 Client must provide PAC codes within 14 days of signing the Purchase Order.
4.2 If the PAC code is not supplied to CAN within 10 working days of the signed contract, CAN Solutions may connect the account on temporary numbers, and the contract will become live.
4.3 The Client is responsible for cancellation of any lines not transferring.
4.4 SIMs and equipment are for the Client's use only and must not be resold.
4.5 The Client agrees not to enter into a new agreement with another supplier for the same connections during the MCP.
5. EQUIPMENT & HANDSET TERMS
5.1 Equipment may be provided outright, on lease, or as part of an incentive.
5.2 If a lease is used, ownership remains with the lease provider unless the Client pays a transfer of title fee of £50 or returns the handset.
5.3 Early exit or upgrade may require the return of all handsets wiped of personal data.
5.4 Failure to return devices will incur a charge equal to the market value or £150 (whichever is higher).
5.5 All returns must be made within 10 working days of receipt of replacement devices.
6. DEAL INCENTIVES & BUYOUTS
6.1 Incentives such as buyouts, cashback or hardware may be included in the proposal.
6.2 These are conditional upon the PAC being supplied, numbers porting in successfully, and the Client remaining for the MCP.
6.3 Missed or late payments may incur admin fees (£10 missed / £12.50 late).
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 & TERMINATION
7.1 Once connected or live, this agreement is non-cancellable. Cancellations after connection will result in:
(a) All charges due up to the date of termination; and
(b) A cancellation charge equivalent to the remaining term.
7.2 Termination before porting may be accepted at CAN Solutions’ discretion. If accepted:
- £100 per number (up to £5,000) cancellation fee
- Full value of any hardware or provisioning cost
7.3 Early termination will result in clawback of any incentives, hardware values, and any early termination fees from the network.
7.4 Clients must allow CAN Solutions the opportunity to resolve issues or propose a new deal before cancelling.
7.5 Clients must give 30 days’ written notice. Cancellation requests must be made by the original signatory.
8. PAYMENT TERMS
8.1 Payment is due by Direct Debit (7 days) or BACS (14 days), unless stated otherwise.
8.2 Interest may be charged on overdue amounts at 8% per annum.
8.3 Rejected Direct Debits or late payments may result in additional charges (£10 / £12.50).
8.4 All charges and termination costs become immediately due upon cancellation.
8.5 The monthly subscription charges will be subject to an annual increase in April each year, in line with the published RPI (Retail Price Index).
9. HANDSET RETURNS
9.1 Handsets must be returned if:
- The Client cancels within the MCP
- The Client upgrades early
- Handsets were supplied under lease or as part of the deal
9.2 All returns must be in good condition, data wiped, and received within 10 working days of receiving replacements.
9.3 Failure to return will result in a charge based on market value or stated deal terms.
10. ROAMING POLICY
10.1 The Client is responsible for all roaming usage.
10.2 CAN Solutions will assist in applying roaming bars or alerts where requested.
10.3 Usage outside the UK or EU may result in additional charges and is subject to network policy.
10.4 It is the Client’s responsibility to inform end-users of roaming risks and ensure compliance.
11. Our Complaints Investigation Procedure
Upon receipt of your complaint, it will be formally logged in our internal case management system, and you will be issued a unique reference number for tracking purposes. A dedicated complaints handler will then conduct a thorough investigation, taking into account the information you have provided along with any other relevant data.
Where possible, we aim to respond to your concerns immediately. If an immediate resolution is not feasible, we will make every effort to conclude the investigation within 14 calendar days. Please note that more complex complaints—particularly those requiring input from third parties—may necessitate a longer resolution period.
Once the investigation is complete, we will inform you of the outcome. If we do not receive a response from you within 28 days of our notification, we will consider the matter resolved to your satisfaction.
Should you be dissatisfied with the initial outcome, you may request a review by the same complaint’s handler. At this point, you are encouraged to provide any additional information or evidence that may assist in reconsidering your complaint. Following this secondary review, a Stage 2 outcome will be communicated to you via your preferred method (email or post).
If you remain dissatisfied after Stage 2, you may request escalation to the final review stage. At this point, your complaint will be assessed by a senior member of our complaints team or a company director who was not involved in the earlier stages of the investigation. We aim to complete this final review within 7 calendar days, although the timeframe may vary depending on the complexity and volume of material to be reviewed.
In the event that your complaint remains unresolved after 8 weeks from the date of submission, or if we inform you that no further action will be taken, we will issue you with an “ADR letter.” At that point, if you are a small business customer (defined as having no more than 10 employees), you may refer your complaint to the Ombudsman Services for independent review. The Ombudsman will conduct an impartial investigation, request statements from all parties, and issue a binding decision based on the available evidence.
You can contact Ombudsman Services (communications) by either:
Calling – 0330 440 1614 (Mon-Fri 9am-5pm)
Emailing – osenquiries@os-communications.org
Writing/letter – Ombudsman Services: Communications, PO Box 730, Warrington WA4 6WU
You must contact the Ombudsman within 12 months of receiving your complaint. The Ombudsman will aim to resolve a case within 12 weeks of hearing from both parties involved.
Nothing in this complaints procedure prevents Ice Telecommunications Ltd from seeking a legal remedy through the courts at any time.
If your complaint relates to a finance product which we have introduced and you are not satisfied with our response, or we have failed to respond within 8 weeks, then you have the right to refer this to The Financial Ombudsman Service (FOS),
by email: complaint.info@financial-ombudsman.org.uk
or telephone: 0800 023 4567.