CONTRACT INFORMATION SHEET
Tesco Mobile Limited
Registered Office: Tesco House, Shire Park, Kestrel Way, Welwyn Garden City, AL7 1GA
Customer Services / Complaints: Tesco Mobile, Arlington Business Centre, Millshaw Park Lane, Leeds, LS11 ONE
Telephone number(s): 0345 301 4455 (or 4455 from a Tesco Mobile phone)
Web address: tescomobile.com/contact-us
DESCRIPTION OF SERVICES
Tariff: SIM only tariff 24 month contract.
Monthly bundle: 30GB data with unlimited texts & unlimited minutes.
Our Fair Usage Policy can be found here: https://www.tescomobile.com/content/dam/tesco-mobile/terms-and-
conditions/general/fair-use-and-home-from-home-policies.pdf
Specified "minimum quality of service" levels are typically not relevant to mobile phone services, and so are not
provided by Tesco Mobile.
PRICE & BILLS
We will bill you every month. Your monthly subscription payment will be charged on the Billing Date associated
with your chosen Payment Date, even if this is before your first month has run out. This may result in your first bill
period being shorter than one month. In these circumstances, you will be permitted to roll over any Inclusive
Allowance minutes, texts or data from the first month until the end of your second month. The third and
subsequent months will operate as usual without rollover.
You can find call charges information here: Call charges | Payments And Charges | Help | Tesco Mobile
You can view your bill, monitor usage and add any safety buffers to your account here, Managing Your Account |
Help | Tesco Mobile
Roaming Charges
Additional charges may apply when using your device outside of the UK or when making calls/sending texts to
numbers outside of the UK.
For full details and charges, please see https://www.tescomobile.com/help/roaming-and-international/before-
you-go-abroad
DELIVERY OF SERVICE
For new or existing customers adding a connection to an account, the first monthly payment will be taken at the
point of purchase. If you’re upgrading or adding a new connection to an existing account, your billing date will
remain the same. If you’re a new customer, you can choose a preferred payment date from a list of options at the
point of purchase. Payments will be taken via direct debit using details you provide to us when ordering.
CONTRACT DURATION & RENEWAL
Tariff: 24 month contract
For most services, the minimum term starts when the service starts which is outlined in our terms and conditions.
At the end of your Minimum Contract Period you can remain on your rolling monthly tariff, or upgrade to a new
contract unless you give us 30 days written notice to terminate your contract(s)
YOUR RIGHT TO CANCEL/ TERMINATE YOUR CONTRACT
When you buy your Tesco Mobile phone or SIM card it includes a cooling off period of 14 working days from when
you receive it. If you change your mind within this time, you can return it for a refund or an exchange. Any device
returned must be 'as sold', in its original packaging with all components, and must be returned to us within 14 days
of the date on which you notify us of cancellation.
If you've used any minutes, texts and data, you'll need to pay for them. If your usage is within your tariff's monthly
allowance, the most you'll pay is the equivalent of your monthly tariff. If it's less, you'll be refunded the difference.
You'll also pay for anything not included in your tariff’s monthly allowance – for example, calls to 0845 numbers,
picture messages or calls and texts to international numbers.
If you've not used the phone or SIM card within the cooling off period and request a cancellation, you'll receive a
full refund on your next payment date. To cancel your pay monthly contract for any device bought in store, online
or over the phone, please complete our cancellation form online at www.returns.tescomobile.com/ so a return
collection can be arranged. Store purchases can also be returned to store. Please note if you live in Northern
Ireland you will need to call into our care team to book the return.
Further information about the returns process can be found online at:
https://www.tescomobile.com/help/getting-started/orders-and-delivery/returning-an-order
Early termination charges ("ETC") apply if you leave us before the end of your Minimum Contract Period. ETC are
based on multiplying your monthly subscription charge by the number of months remaining on your Minimum
Contract Period. We then make deductions of 20% for VAT, and 3% for the money we have saved by no longer
having to serve you as a customer.
You may cancel your Service Agreement at any time by contacting Tesco Mobile Customer Care.
Please see Early Termination Charges Explained for more details on how these charges are calculated and a
worked example.
DATA SPEED AND REMEDIES
Speed and Network coverage may vary depending on time, location and handset. Data reception and speeds may
not be as good indoors or in a car. Mobile technologies can also be affected by local factors including buildings,
trees and even weather conditions
To access 4G/5G you will need a compatible phone, a tariff with a 4G/5G enabled data bundle and a 4G/5G SIM
Card are all required to use the Tesco Mobile 4G/5G services. A software update on your phone may also be
required. You are responsible for correctly inserting the 4G/5G SIM Card and installing any required software on
your phone. You must also follow any instructions we send to you for accessing our 4G/5G Network. You can use
our coverage checker to check the expected network coverage in your area. Please note that the coverage
checker is a guide and does not guarantee signal coverage.
For more information on speed head to 5G Vs 4G: What's The Difference? | 5G | Tesco Mobile
If you are having network problems with your network, you can contact us on the details provided, above or head
to our network support pages Network And Coverage | Help | Tesco Mobile
SECURITY
We always follow industry best practice to protect and secure our business and your personal data. While threats
and vulnerabilities constantly evolve, we regularly review and respond to these and maintain our security.
We work closely with relevant regulators around incident response and security improvements. It means we're
ready to respond to identified incidents, evolving threats, vulnerabilities and legal requirements. We'll also use
independent experts for forensic investigations where needed.
Please see https://www.tescomobile.com/help/safety-and-security for more details.
DATA PROTECTION
Information on what personal data is collected and how it is handled is contained within the Tesco Mobile privacy
policy which can be found online at: https://www.tescomobile.com/terms-and-conditions/privacy-and-cookies-
policy
CONTACTING EMERGENCY SERVICES
If you need to contact emergency services by calling "999" but your phone says no service or the signal keeps
dropping, you may still be able to make a call. It does this as your phone will search for any available phone
network i.e another network provider to connect you. If this fails, you can send a text message to 999 BUT you
need to register your phone first. Text the word 'register' to 999, you'll receive a reply which you need to read and
reply to.
If you are outside of the UK, calls to the Emergency Services can be made by calling "112" or using the local number
for the area you are visiting. 112 is a recognised emergency number that can be used in the European Union.
COMPLAINTS
Complaints can be made directly to Tesco Mobile by post at: Tesco Mobile, Arlington Business Centre Millshaw Park
Lane Leeds LS11 ONE. Alternatively, complaints can be made online at www.tescomobile.com/contact-us or by
phone on 0345 301 4455 or by dialling 4455 from your Tesco Mobile Phone.
To escalate a complaint, you may refer your complaint to an ADR scheme.
Tesco Mobile is a member of the Ombudsman Service: Communications, who can be contacted by post:
Ombudsman Services: Communications PO Box 730 Warrington WA4 6WU Or by phone on 0330 440 1614, or
online at www.ombudsman-services.org Complaints about your credit agreement may be escalated to the
Financial Ombudsman Service by phone on 0800 023 4567, see www.financial-ombudsman.org.uk
Tesco abides by Ofcom’s Approved Complaints Code and copies of that code can be obtained at:
https://www.ofcom.org.uk/__data/assets/pdf_file/0025/132829/Ofcom-approved-complaints-code-of-
practice.pdf
