Truphone SIM terms and conditions

SCHEDULE 1: General Terms & Conditions


1. Multiple Country SIM service

1.1. These terms and conditions apply to business customers and their employees, agents and representatives.

1.2. A business customer is classified as a customer who has signed the Agreement and who can provide the following on appropriate letter headed paper:

i)for limited and public companies: the company's registered full name and number, registered address and VAT number;

ii) for partnerships: full partnership name and number, registered address and VAT number;

iii) for charities: full charity name and address, charity number and VAT number if applicable;

iv) for all other businesses: the entity name and confirmation of legal entity, registered address and VAT number.

1.3.These are the general terms and conditions of the Agreement for the supply of the Truphone products and services (the "Service(s)") to be provided by Truphone Limited (we, us and our) to a business customer and their employees, agents and representatives of that business customer, where the business customer has entered into an Agreement for Mobile Services with Truphone for the Services for the use by you and the End User (collectively and individually you and your as the case may be). Your use of these Services is subject to this Agreement including any other terms and conditions associated with any ancillary services offered by Truphone as notified to you in writing which will also be incorporated into this Agreement. A copy of this Agreement should be retained for future reference and any changes or updates to this Agreement will be notified to you in writing. Our general terms of usage and updates to the roll out of our Services globally will be posted on (the Website).

1.4. You may only access and use the Services in accordance with this Agreement.


2. Minimum Contract Period

Connection to the Truphone Services is subject to Truphone carrying out and being satisfied with your credit status. By accepting these terms you agree to make the payments due under this Agreement as they relate to the Services requested and used by you for the Minimum Contract Period. Save in respect of your termination of the Agreement under clause 9.4(a) or 9.4(d), early termination will not relieve you of the payment obligations and liability for those monthly charges applicable for the duration of the Minimum Contract Period.


3. Service

3.1. We shall provide you with national and international telecommunications services including voice, text and where available 3G data services based on the capabilities of a multi-IMSI SIM card.


3.2. You acknowledge that mobile telephony is a form of wireless communication and operates on the basis of transmission of radio and signal frequencies. As such it can be interfered with by numerous external sources or by obstacles inherent in buildings, vegetation or terrain and as such we cannot guarantee a perfect or error free transmission, both in terms of quality or availability of the Service.

3.3. The Service is provided on an "as is" and "as available" basis. We shall take all reasonable steps to make the Service available to you at all times, contingent upon our and/or our service provider's ability to maintain necessary licenses or permissions, or our and or our service provider's network capacity and connection availability. Please note that the network operator in the country of use will be responsible for network coverage, quality and availability.

3.4. We do not warrant or guarantee a fault free Service and give no warranties or guarantees as to network coverage, quality or availability. In the event of a fault, upon becoming aware of the fault or upon receipt of notice of the existence of such a fault by you, we shall use reasonable efforts to promptly correct the fault.

3.5. We reserve the right to choose our network operators and technology partners as we deem appropriate and to provide access to the Service in any manner we deem in the best interest of our business requirements. In this regard you hereby consent to us disclosing and using any of your personal data for the provision of the Service, subject to any applicable data protection or similar legislation or regulations. Any such use of your personal data will be subject to the terms of our Privacy Policy, updated versions of which shall be notified to you in writing and also be found on our Website.

3.6. If an End User is in an area where their Truphone SIM card is searching for a wireless signal or there is no wireless signal or wireless service, it is highly probable that an Emergency call will not go through. The End User must not rely solely on the Truphone SIM card in an emergency situation. In an emergency, the End User must locate the nearest landline phone and call for help.

local numbers

3.7. You can add multiple available nominated additional country Truphone mobile numbers to your SIM account that we offer as part of our Services and which have been contractually agreed with you.

3.8. The current list of countries where we offer additional local mobile numbers and the process for adding additional country numbers can be found on our Website or you can call Customer Services for an up to date list and information on how to add an additional country number. Truphone reserves the right to amend this country list from time to time.

3.9. The use of any numbers assigned to your End Users' SIM cards is subject to these terms and conditions and any material breach of these terms and conditions may result in your use of one or more of the allocated numbers being withdrawn from your use.

local tariffs for designated countries

3.10. The unique feature about the Truphone Service is the ability to be charged local rates for calls in countries outside your chosen home country. Where you have subscribed to have access to local tariffs for your SIM for another country and provided the necessary fees have been paid, your End Users will be able to make and receive calls on your Truphone SIM cards at local call rates in those chosen countries.

3.11. Where Truphone does not have an arrangement with a specific country for the purchasing of local rates and thereby the offering of local rates on the Truphone SIM, then your End Users may still use the Truphone SIM but this will be on a roaming basis. You may incur additional charges for this roaming ability including for the making and receiving of calls, texts and data access whilst roaming.

3.12. It is your responsibility to check the billing status (i.e. whether local tariffs are applicable for subscribing to or roaming only) of the country you intend to use the Service in before you travel to that country and incur any charges by using the Services in that country. Truphone will not be liable for any charges incurred by you or your End Users based on your misunderstanding of the applicable and available tariffs in a particular country.


3.13. As with any GSM mobile service, a core feature of the Service is the inclusion of roaming on foreign networks in order to provide the Service outside your chosen home country and any agreed Truphone designated countries (Roaming). Roaming means that you will be using foreign networks, over which we have no control and therefore cannot provide any guarantees about the Service, particularly its availability or quality. In addition your use of the Service whilst Roaming may be subject to different laws and regulations that apply. We will not accept any liability for your failure to comply with those laws or regulations.


3.14. From time to time we may be required to upgrade, modify or maintain the Service including the migration of your account from one billing platform to a new or upgraded billing platform. On such occasions the Service may be temporarily unavailable, however, we will endeavour to keep such disruption to a minimum and notify you in advance when possible.

3.15. We reserve the right to suspend the Service, or the Service to any End User(s), as appropriate, without giving you notice where:

a) we have reason to believe you or an End User are in breach of the Service conditions of usage (condition 5 below) or any of our policies as notified to you;

b) pending the outcome of an investigation following receipt of a complaint made against you or an End User;

c) there are any outstanding bills or Service charges which have not been paid when they are due for payment and Truphone has provided reasonable written notice for remedying the non payment of the outstanding bills;

d) we are notified that the SIM card licensed to you and an End User by us is lost or stolen;

e) we are obliged to comply with an order, instruction or request of any government, regulatory, or emergency services organisation, or other competent administrative authority;

f) in order to prevent damage or degradation of our or our contracting party's network integrity which may be caused by you or anyone using your access;

g) for operational reasons or in an emergency or for security reasons.


3.16. We may at our discretion bar or disconnect an End User's SIM if we have reasonable cause to suspect any form of fraudulent use including relating to a SIM card or mobile phone whilst using the Service.

3.17. We may monitor the Service and disclose information gained from such monitoring in order to satisfy any law, regulation or other governmental request, to operate and administer the Service, or to protect us or our other customers.


4. Activation

4.1. The Service shall commence following activation of the SIM card so that the Service is operationally available for your End Users' use (Activation). Activation can be done on the Website; or by dialling 808; or calling Customer Support on UK +44 20 3318 0733 or USA +1-646-358-3496 or AUS +61 289 994 206.


5. Your obligations


5.1. You agree to procure that your End Users shall use the Service lawfully and in compliance with this Agreement and that you are responsible for all use of the Service by your End Users including call costs and charges incurred to your account for using the Service (including such use, call costs and charges incurred by any third party using your account with or without your permission). Your use of the Service is subject to our Acceptable Use Policy, Privacy Policy and Fair Usage Policy which you and your End Users must adhere to. A copy of each of those policies is available on the website and shall also be available on request. You agree to ensure that all End Users are provided with a copy of the Acceptable Use Policy and are made aware of the Privacy Policy and Fair Usage Policy. If we make any changes to these policies we shall notify you in writing and you agree to advise all End Users of any such changes. Any use in contravention of these policies will entitle us to terminate the Service to you and/or your End User(s) and to cancel your account, as appropriate. We will where reasonably practicable and legally possible to do so, notify you of any breaches of our policies by you or your End User(s) and allow you to remedy such breach within 7 days prior to any suspension or termination of the Service by us.

5.2. You shall be responsible for all use of the Service including but not limited to Devices, its proper configuration and installation, compliance with any regulations and applicable instructions issued either by us or the supplier of the Device.

5.3. You must comply with all reasonable directions of Truphone including relating to any security procedures and standards with respect to the Service. We may communicate security issues to you from time to time when abuse or misuse is observed or reported by others along with any and all general information related to the provision by us of the Service by any means, including via the Website.

SIM card

5.4. You must inform us as soon as practicable if any SIM card provided to you under this Agreement is lost or stolen. You will remain fully liable for all call costs and charges incurred until you do so. If any phone or SIM card is lost or stolen please call our Customer Services immediately on UK +44 20 3318 0733 or USA +1 646-358-3496 or AUS +61 289 994 206 or e-mail us at The cost of replacing a lost or stolen SIM card is subject to the payment of a reasonable administration charge. This administration charge is currently £10. We are not responsible for any service fees, call costs or other charges incurred due to a lost or stolen SIM card, all such service fees, call costs and other applicable charges incurred prior to your notification for a lost or stolen phone or SIM card shall be for your sole account.


5.5. You shall be responsible for ensuring that your End Users' Devices are compatible with the Service that you purchase from us. This may include ensuring that these Devices are 'unlocked' and are compatible with the network in the country where you wish to use them.

The quality of the Service is also dependent on the quality of the Device model you use and we have no control or influence over the quality of such Device. The choice of Device is solely yours.


5.6. You are solely responsible for any and all content, information and communications transmitted to or by an End User using the Service and you agree that we have no responsibility for the deletion, corruption or failure to store any content received on or transmitted using the Service.

regulatory compliance

5.7. Certain countries have additional regulatory requirements that need to be fulfilled prior to Truphone being permitted to provide certain elements of the Services to customers. These include the obtaining, verification and retention of End User personal data. If an End User intends to travel to a country where Truphone is required to satisfy these additional regulatory requirements, then it is a condition of Truphone providing the Service that you co-operate and provide the required information and/or documentation prior to obtaining the Services.

5.8. Truphone shall have no liability to you for any costs or charges incurred by you or End Users for failing to comply and satisfy any regulatory requirement of a country prior to using the Services in that country.

5.9. A list of countries requiring additional regulatory compliance can be found on our Website.


6. Charges and Payment

6.1. You shall be invoiced on a monthly basis for the Services utilised by the End Users. You must pay the full amount of all invoices issued pursuant to the payment terms agreed on the front page of this Agreement.

6.2. The recurring monthly fees shall be invoiced and payable in advance of each month and the monthly usage charges incurred during a corresponding monthly period will be invoiced and paid in arrears.

6.3. In the event that any sums are overdue, Truphone reserves the right to charge interest from the date of invoice on overdue sums at a rate of 3 percent over the prevailing standard variable rate of Barclays Bank plc from time to time, or to suspend the provision of the Services.

6.4. You are not entitled by reason of any set-off, counter-claim, abatement, or other similar deduction to withhold payment of any amount due to Truphone under this Agreement. Any such deduction or withholding of any invoiced amount may result in suspension of the Services.

6.5. The rates and charges of the Services shall be exclusive of VAT and any other applicable taxes, unless indicated otherwise. All collection, remittance and payment of any taxes, charges, levies, assessments and other fees of any kind imposed by governmental or other authority in respect of the Services shall be for your account and the appropriate amount shall be included on your invoice.

6.6. Truphone will use reasonable endeavours to ensure that all traffic is invoiced in the following month. However, Truphone reserves the right to invoice up to six months after any traffic event due to delayed roaming or other charges being levied by third party operators.

disputed invoices

6.7. Billing queries with respect to any invoice must be made in writing within (1) month of the date of receipt of the applicable invoice after which time the invoice will be deemed to be accepted and you waive any remedies which you would otherwise have to query such invoices. Such written query shall set out in detail the issue in dispute, the grounds for the dispute and supporting evidence.

6.8. If you challenge the accuracy of any invoice, or a dispute arises between you and us as to the accuracy of a sum due under this Agreement then, at the written election of either party, the procedures set out in Clauses 6.9 to 6.14 (inclusive) shall be used to resolve such dispute.

6.9. If the amount in dispute represents less than five percent (5%) of the total amount of the invoice (excluding VAT), the invoiced amount shall be payable in full pending the resolution of the dispute. If the amount in dispute represents five percent (5%) or more, the disputed amount may be withheld pending resolution of the dispute and any undisputed balance shall remain payable in full.

6.10. On receipt of any written query in accordance with Clause 6.7, we shall provide you with:

i) a definitive re-calculation of the relevant sum due from you under the terms of this Agreement. You shall have fifteen (15) Business Days to review such sum and calculation and to state whether you agree with such calculation or if you do not so agree, to state the matters which you do not accept as being an accurate calculation of the sum due to or from you. If you fails to respond to our notification of the re-calculation within fifteen (15) Business Days then our re-calculation shall be deemed final and binding on you; and

ii) reasonable access to information and relevant extracts of records or other of our working papers to review the re-calculation.

6.11. If you accept such re-calculation, where any over-payment or under-payment is disclosed we shall promptly refund (by means of issuing a credit note applied against the next invoice), or amend and reissue the invoice, or you will pay (as appropriate) the amount of such over-payment or under-payment.

6.12. If you notify us that you do not accept such re-calculation and provide as much detail as is reasonably practicable of the matters you do not accept as being correct, the parties shall meet and attempt to resolve any dispute or difference relating to the amount due. If they are unable to resolve the matters in dispute within the period of ten (10) Business Days following the date of your notification to us, the matters in dispute shall be referred for settlement to a firm of independent chartered accountants agreed by the parties or in default of agreement within five (5) Business Days at the request of either party to a firm of internationally recognised chartered accountants selected by the president for the time being of the Institute of Chartered Accountants in England and Wales. The certificate of such independent firm as to the amount payable shall be final and binding and the costs of such exercise shall be borne as such firm shall determine.

6.13. The paying party shall pay such sum as is determined in accordance with Clauses 6.9 to 6.12 inclusive to the receiving party within five (5) Business Days of the date of exhaustion of the relevant procedure in each case.

6.14. For the purposes of this clause 6 Business Days shall mean Monday to Friday excluding any public holiday in England & Wales.


7. SIM Card

7.1 The SIM card and all technology, intellectual property and documentation relating to it and the Service shall remain our property or the property of any licensor. We grant you a revocable, conditional, non-exclusive, non-assignable, non-sub-licensable license for you and your End Users to use the SIM card and Service and reserve our rights to recall any SIM card from you.

7.2 We warrant that our intellectual property rights are subject to protection by means of patents and design rights (registered and unregistered). We further warrant that we are authorised to provide the Services in the countries where the Services are made available to the public.


8. Telephone Numbers

8.1. We reserve all rights attached to the telephone numbers attributed to you and attached to the Service provided by us. Subject to available number portability obligations, we may change, withdraw or otherwise alter such telephone numbers attributed to you or any other address-element at our discretion, without damages payable to you, should any technical reason or any applicable regulations so require.


9. Termination of the Service

by us

9.1. We reserve the right to terminate this Agreement and cease supplying the Services in the event that you materially breach any of this Agreement's terms and conditions.

9.2. In the event that you do not use the SIM card for any continuous period of 180 days, we reserve the right to invalidate the SIM card and/or call balance components and cancel your account and Services without prior notice and without any refund, repayment or compensation.

9.3. We reserve the right to terminate this Agreement at any time in our sole discretion without any liability on thirty (30) days' notice during the Minimum Contract Period.

by you (the Company)

9.4. You may terminate this Agreement with us in the following circumstances:

a) if we vary these terms and conditions which result in an excessive increase in charges or alter your rights to your detriment, unless such variations are imposed on us as a direct result of new legislation, statutory instrument, government regulation or licence;

b) at any time after the Minimum Contract Period on thirty (30) days written notice;

c) on sixty (60) days written notice during the Minimum Contract Period of this Agreement provided the cancellation charges applicable to such termination are paid in full; or

d) we are no longer able to provide the Services.

9.5. On termination of this Agreement the SIM card and any associated products must be returned to us before the end of the notice period and shall be at your own cost and risk.


10. Liability

10.1. This clause 10 sets out the entire financial liability of us to you (including any liability for the acts or omissions of our employees, agents, consultants and subcontractors) in respect of:

a) the provision of the Services

b) any breach of the Agreement

c) any use made by your End Users of the Services; or

d) any representation, statement, or tortious act or omission (including negligence) arising under or in connection with the Agreement.

10.2. All warranties, conditions and other terms implied by statute or common law are to the fullest extent permitted by law excluded from the Agreement.

10.3. Nothing in this Agreement shall limit or exclude a Party's liability to the other Party:

a) for death or personal injury caused by negligence;

b) for fraudulent misrepresentation;

c) for any other liability that may not be limited or excluded;

d) under clause 10.9(a); or

e) in the case of your liability, to pay fees or charges when due to us under this Agreement.

10.4. Subject to clause 10.3, in no event shall a Party be liable to the other Party whether in contract, tort (including for negligence or breach of statutory duty) or otherwise, arising out of or in connection with the performance or contemplated performance of this Agreement, for any indirect or consequential losses incurred by you, or for any loss of profit, revenue, contracts, data, goodwill or other similar losses or for any loss or corruption of data or information or any special or pure economic loss, costs, damages, charges or expenses.

10.5. Subject to clauses 10.3 and 10.4, each Party's total aggregate liability in contract, tort (including negligence or breach of statutory duty) or otherwise, arising in connection with the performance or contemplated performance of the Agreement, including the provision of the SIM and Device(s) (if applicable), shall be strictly limited to the annual charges paid by you during the first year of the Contract Period (commencing on the date of your agreement with us) for the relevant Services.

10.6. We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations or provision of the Services where such delay or performance failure is due to (i) any of your acts or omissions; (ii) where you have provided incorrect data or information; (iii) network failure, network outage, network congestion, power failures; or (iv) that is caused by events outside our reasonable control including but not limited to strikes, lock-outs or other industrial disputes (whether involving our workforce or any other party) Act of God, war, terrorist activity, malicious damage, compliance with any law or governmental order or default of suppliers or subcontractors

10.7. You represent and warrant now and at all times throughout the Contract Period that (i) you are not located in a country that is subject to a U.S. Government embargo, or that has been designated by the U.S. Government as a "terrorist supporting" country; and (ii) you are not listed on any U.S. Government list of prohibited or restricted parties. If it is established that you are in breach of this warranty then we shall have the right to immediately terminate the Services and you shall forfeit any credit remaining on your account.

10.8. You agree that any liability arising under this Agreement relating to the Services shall be solely against us and that you will not have, nor attempt to initiate, any right of recourse against any third party supplier of ours.

10.9. Your liability:

a) you shall be liable for all charges or fees incurred in using the Services. In the event of loss or theft of any SIM card it is your responsibility to inform us immediately so that we can prevent any further use of the Services by another unauthorised person. We provide no guarantees or warranties in relation to the prevention of the use of the Services on a lost or stolen SIM card and accept no liability for any unauthorised use of your account. You will be solely responsible for the SIM card and its use to obtain the Services and will not be entitled to obtain any compensation from us for its loss or theft or any use after its loss or theft; and

b) you shall be liable for the full retail cost of the replacement of any Device that has been provided to you. In the event that any such Device is lost, stolen or damaged, your liability to us under this clause 10.9(b) shall not limit your liability to us under clause 10.9(a).


11. Changes to this Agreement and the Services

11.1. We reserve the right to change this Agreement from time to time and make changes to the Service or any promotion or charges relating to the Services at any time. We shall give you notice of any such changes.

11.2. In relation to our Acceptable Use Policy and Privacy Policy we may make changes to these policies and will notify you in writing of the same.


12. Governing Law and Legal Compliance

12.1. This Agreement shall be governed by English law and shall be subject to the jurisdiction of the English Courts, provided that, if you live in a part of the United Kingdom other than England, the applicable law of that part of the United Kingdom will govern and any dispute will only be dealt with by the courts there.

12.2. Despite the governing law provided above, you may be subject to various rules, regulations and laws which may also apply to you in the country in which you use the Services, in particular where you choose your home country to be a country other than the United Kingdom.

12.3. Subject to the terms of our Privacy Policy we may be required to collect further personal information from you in order to satisfy our compliance with any legal or regulatory compliance requirement. If we request such information from you and indicate that this is for legal or regulatory compliance then you agree that you shall provide us with the requested information and not provide us with false or misleading information.


13. Complaints

13.1. If you have any complaints or feedback about the Service you should send them in the first instance to Our complaints policy and procedure can be found at


14. Privacy

14.1. Our Privacy Policy forms part of this Agreement. The full details of the Privacy Policy can be found at Whilst we respect the privacy of our customers, the Service may be subject to interception by law enforcement agencies and bodies. In addition we may be compelled to disclose your personal details where we are required to do so by a valid order of an authorised governmental representative or court order.

14.2. We may transfer Company and End User personal data outside the European Economic Area ("EEA") where we deem it necessary for the provision of the Services. In the event we transfer such Personal Data outside the EEA we will use all reasonable endeavours to ensure that such transfer is subject to adequate safeguards and those safeguards shall be no less stringent than those provided for under the Data Protection Act 1998. You hereby consent to us transferring your personal data outside the EEA under the above conditions.

14.3. We will always use and process your personal data in compliance with the Data Protection Act 1998, as amended from time to time.

14.4. We will provide you with a copy of the personal data of yours that we hold where you request access to such information in writing and provided you pay us an administration fee of £10.


15. Miscellaneous

15.1. We may compile and release information regarding you and your use of the Service on an anonymous basis as part of a customer profile or similar report or analysis.

15.2. All licenses not expressly granted in this Agreement are reserved and no other licenses, immunity or rights, express or implied are granted by us, by implication, estoppel, or otherwise. This Agreement does not grant you any rights to use any trademarks, logos or service marks belonging to us whatsoever.

15.3. You may not transfer or assign any or all of your rights or obligations under these terms and conditions without our prior consent.

15.4. All notices given by you to us must be in writing (fax, email, and letter) to one of the following addresses: (i) Legal Department, 25 Canada Square, London, E14 5LQ; or (ii); or as otherwise notified to you by us.

15.5. Failure to enforce any of our rights under these terms and conditions does not result in a waiver of that right.

15.6. We reserve the right to assign rights and duties contained in these terms and conditions to any Truphone group company.

15.7. If any provision of these terms and conditions is found to be unenforceable, all other conditions shall remain unaffected.

15.8. Truphone is a trading name and registered trade mark of Truphone Ltd, company number 04187081 whose registered address is 25 Canada Square, London, E14 5LQ, United Kingdom. We are regulated by Ofcom. Our VAT registration number is GB 851 5278 19.

15.9. This Agreement, together with any documents referred to in it, constitutes the entire terms and conditions of the agreement and supersedes or extinguishes any prior drafts, agreements, undertakings, warranties and arrangements of any nature, whether in writing or oral, regarding such subject matter. Unless provided for elsewhere in this Agreement, this Agreement may only be modified or otherwise amended by written agreement of the Parties. This shall not exclude any liability that a Party would otherwise have to the other Party in respect of any statement made fraudulently by that Party prior to the date of this Agreement.

15.10. If there is a conflict between any main terms of this Agreement the descending order of precedence of interpreting this Agreement shall be as follows:

  • Schedule A (if applicable);
  • Agreement cover page (Additional Terms);
  • General Terms and Conditions (Schedule 1); and
  • Policy documents (Acceptable Use Policy, Privacy Policy and Fair Usage Policy)