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Mobell Terms & Conditions

Mobell Purchase Agreement / Terms

Mobell Rental Agreement / Terms

Mobell Complaints Procedure


Mobell Purchase Agreement/Terms

( for our rental terms click here )

RETURNS:

If you're not completely satisfied with the equipment for any reason you can take advantage of our Money Back Guarantee. Simply email us at ukreturns@mobell.co.uk within seven days of receipt and tell us why you are not satisfied. We will send you return instructions, and provided you do not owe us for any usage charges (calls, text messages or cellular data), we will refund the sale price after you have returned it. Shipping charges are non refundable. The package you received from Mobell must be returned complete (including any batteries, chargers, leads, manuals etc.), in undamaged condition, and in its original packaging.

SHIPPING:

Orders must be received by 2:30pm. Not all shipping services are available in all areas. A signature will be required at delivery. Shipping to countries outside of the UK may be subject to Customs clearance delays, and you may be liable for import duties and taxes - we have no control over these charges and cannot predict what they may be. There is a £5 charge for re-routing or cancelling your order after it has been shipped. Please check the contents of your package carefully and notify us within 7 days of any missing or incorrect items.

BILLING & USAGE CHARGES:

Equipment and shipping charges are taken from your preferred payment provider (credit card, PayPal, etc.) before before shipping. You are also liable to pay for all usage (calls, text messages and cellular data) according to the applicable tariff.

Usage purchased in advance in prepaid bundles is valid only for the phone/SIM Card for which it has been purchased and is non-refundable.

Usage charges (calls, text messages and cellular data) are taken from your payment provider as and when we receive the usage information from the networks. Due to delays in receiving information from networks, usage may be charged several months after it was used. You can view statements detailing the charges that we have taken, including fully itemised lists of your usage, online at www.mobell.co.uk/myaccount.

You must inform us of any changes to your payment provider details. If we are unable to take payments we may suspend your service until outstanding charges are settled. Your debt may be passed to a collection agency. You will be liable for all costs and expenses incurred as a result of this action, including collection agency fees (based on a percentage at a maximum of 50%), and reasonable legal fees.

LOSS OR THEFT:

You are liable for all usage charges (calls, text messages and cellular data) incurred until you notify us of the loss or theft. To request disconnection of the service call +44 (0)1543 426999 immediately. This emergency service is available 24-hours a day. Out of normal office hours our answering service will provide instructions.

MOBELL’S INSURANCE PLAN:

Mobell’s Insurance Plan protects you from the charges that would normally be incurred if your Mobell phone/SIM card is lost, stolen or damaged or it develops a fault:

The Mobell All Risk Protection Plan is subject to the following terms:

If your Mobell phone/SIM card is lost or stolen, you must notify Mobell immediately to request disconnection of the phone service. Mobell will then send you a claim form to complete. Failure to notify Mobell of the loss or theft could affect your right to claim. You must report the theft or loss to the police. You must notify Mobell of the Police Incident Number, the name and telephone number of the police station, and the date on which the incident was reported. Claims cannot be accepted unless this information is provided.

Your first year’s premium is taken from your payment method prior to shipping.

To renew your Insurance Plan, you don’t need to do anything – it will automatically be renewed on the anniversary of your contract, however, we will contact you prior to renewal and will give you the opportunity to opt-out, no questions asked!

You must take all reasonable precautions to protect the equipment from theft, loss and damage. This Plan does not cover any additional costs incurred as a consequence of the theft, loss, damage or fault of the equipment. This Plan does not cover theft from an unattended motor vehicle. This Plan shall be void in the event of fraud, non-disclosure or alteration of risk. You are limited to one claim per 12-month period. We reserve the right to cancel the Plan, and in such an event, we will return the premium for the unexpired period.

EQUIPMENT PROBLEMS:

Any problems you have with the equipment must be reported to Mobell as soon as possible. Refunds will not be issued if we were not given the opportunity to solve the problem. We shall not be held responsible for any loss, damage, injury or inconvenience arising from any aspect of our service. We shall not be held responsible for problems relating to the service provided by the phone networks.

COMPLAINTS

We are fully committed to providing our customers with outstanding levels of service, but from time to time we understand that you may be unhappy with certain aspects of the services we provide.

With this in mind, we have developed a Complaints Procedure which clearly sets out what you need to do if you have a complaint. Click here to review our full Complaints Procedure.

REPLACEMENTS:

If there is a fault with the equipment within 12 months of purchase, we will replace it. Please contact us for instructions.

TERMINATING YOUR SERVICE:

If you wish to terminate your service, please contact us. You will remain liable for any usage charges (calls, text messages and cellular data) incurred until the equipment has been disconnected.

RESTRICTIONS:

You must not transfer the ownership of or sell or rent the equipment. We reserve the right to limit or reject orders/activations or to terminate the contract at any point, without explanation and such termination will be effective immediately. You are responsible for taking care of the equipment and ensuring that it is used responsibly.

MOBELL COMMUNICATIONS LTD

Mobell Communications Ltd
The Winding House,
Walkers Rise,
Rugeley Road,
Hednesford,
WS11 0QU

This agreement shall be governed by the laws of England and Wales. The courts of England and Wales shall have the non-exclusive jurisdiction to settle any disputes that may arise from or in connection with this agreement. “We” refers to Mobell Communications Ltd., “You” refers to the person buying the equipment.

Mobell Rental Agreement/Terms

SHIPPING:

Orders must be received by 2:30pm. Not all shipping services are available in all areas. A signature will be required at delivery. We are unable to deliver rental equipment to countries outside of the UK. If you cancel or re-route your order you will be charged for any shipping charges incurred. Please check the contents of your package carefully and notify us immediately of any missing or incorrect items.

BILLING & CALL CHARGES:

Rental charges, Insurance charges, and shipping charges are taken from your preferred payment provider (credit card, PayPal, etc.) before shipping. You are liable to pay for usage according to the applicable tariff.

Usage purchased in advance in prepaid bundles is only valid for the rental for which it has been purchased and is non-refundable.

Usage charges (calls, text messages and cellular data) are taken from your payment provider when we receive the usage information from the networks. Due to delays in receiving information from networks, usage may be charged several months after it was used. You can view statements detailing the charges that we have taken, including fully itemised lists of your usage, online at www.mobell.co.uk/myaccount.

You must inform us of any changes to your payment provider details. If we are unable to take payments we may suspend the service until outstanding charges are settled. Your debt may be passed to a collection agency. You will be liable for all costs and expenses incurred as a result of this action, including collection agency fees (based on a percentage at a maximum of 50%), and reasonable legal fees.

LOSS OR THEFT:

You are liable for all usage (calls, text messages and cellular data) charges incurred until you notify us of the loss or theft. To request disconnection of the service call +44 (0)1543 426999 immediately. This emergency service is available 24-hours a day. Out of normal office hours our answering service will provide instructions. If you have not taken out the Mobell Rental Insurance Plan, you will be required to pay us the full replacement cost of the equipment.

MOBELL’S INSURANCE PLAN:

The Mobell Rental Insurance Plan protects you from the charges that would normally be incurred if your rental equipment is lost, stolen or damaged, including up to £250 worth of airtime if your phone is used after it is lost or stolen.

If your rental equipment is lost or stolen, you must notify Mobell immediately to request disconnection of the phone service. Mobell will then send you a claim form to complete. Failure to notify Mobell of the loss or theft could affect your right to claim. You must report the theft or loss to the police. You must notify Mobell of the Police Incident Number, the name and telephone number of the police station, and the date on which the incident was reported. Claims cannot be accepted unless this information is provided.

You must take all reasonable precautions to protect the equipment from theft, loss and damage. This Plan does not cover any additional costs incurred as a consequence of the loss, theft or damage of the equipment. This Plan does not cover theft from an unattended motor vehicle. This Plan shall be void in the event of fraud, non-disclosure or alteration of risk. We reserve the right to cancel the Plan and in such an event returning the premium for the unexpired period.

The following deductibles apply: Satellite & Smartphone equipment £250; Other Cellular equipment: £25.

EQUIPMENT PROBLEMS:

Any problems you have with the equipment must be reported to Mobell as soon as possible. Refunds will not be issued if we were not given the opportunity to solve the problem. We shall not be held responsible for any loss, damage, injury or inconvenience arising from any aspect of our service. We shall not be held responsible for problems relating to the service provided by the phone networks.

COMPLAINTS

We are fully committed to providing our customers with outstanding levels of service, but from time to time we understand that you may be unhappy with certain aspects of the services we provide.

With this in mind, we have developed a Complaints Procedure which clearly sets out what you need to do if you have a complaint. Click here to review our full Complaints Procedure.

RETURNING EQUIPMENT:

Please retain all packaging and take care not to lose the pre-printed UPS return label included in your rental kit. When you have finished with your equipment, please re-package as delivered and attach the return label. To return your package, please either:

You are advised to retain a receipt as proof of shipping. If you do not call us; if the equipment is unavailable for collection; or if the package is deposited later than the agreed Rental End Date, additional rental and insurance charges (if applicable) and/or a failed collection charge will be applied. Early return is non-refundable.

RESTRICTIONS:

You must not transfer the ownership, sell or rent the equipment. We reserve the right to limit or reject orders or to terminate the contract at any point, without explanation, such termination to be effective immediately. You are responsible for taking care of the equipment and ensuring that it is used responsibly.

MOBELL COMMUNICATIONS LTD

Mobell Communications Ltd
The Winding House,
Walkers Rise,
Rugeley Road,
Hednesford,
WS11 0QU

This agreement shall be governed by the laws of England and Wales. The courts of England and Wales shall have the non-exclusive jurisdiction to settle any disputes that may arise from or in connection with this agreement. “We” refers to Mobell Communications Ltd., “You” refers to the person buying the equipment.

16/03/2018

MOBELL COMMUNICATIONS COMPLAINTS PROCEDURE

Mobell are fully committed to providing our customers with outstanding levels of service, but from time to time we understand that you may be unhappy with certain aspects of the services we provide.

With this in mind, we have developed a Complaints Procedure which clearly sets out what you need to do if you have a complaint.

The Complaints Procedure is described below.

Contacting us

If you are unhappy with your service please e-mail ukinfo@mobell.co.uk. Our office hours are Monday to Friday between 9.00am and 5.30pm (GMT) excluding Bank Holidays. Alternatively, you can call us on 01543 426999 or write to us at Customer Service Department, Mobell Communications Ltd, The Winding House, Walkers Rise, Rugeley Road, Hednesford, Staffordshire, WS12 0QU.

So that we can deal with your complaint as efficiently as possible please make sure you include the following information in any correspondence or calls:

• Your company name (if applicable), account/contract number (located on any of your invoices)

• Your name, contact phone number and postal address

• The nature of your complaint, including any relevant detail

Once we have logged all of the details of your complaint, we aim to supply you with our initial response within 5 workings days, and to resolve all complaints within 20 working days from when you notify us, with more complex cases possibly taking a little longer. If we cannot keep to these timescales, we will keep you informed about how long we expect to take to resolve the matter for you.

Taking further action
If you are still unhappy 8 weeks after you have given us the chance to resolve your complaint you can refer the matter to the Ombudsman. We are a member of the Ombudsman Services: Communications (the Ombudsman). This is a free and independent dispute resolution service approved by the industry regulator for dealing with unresolved complaints from domestic or small business customers. Alternatively, we may refer you to the Ombudsman, if we believe we cannot resolve the matter satisfactorily for you. In this case, we would issue a “deadlock letter”, which allows the Ombudsman to look at your complaint earlier than 8 weeks after you have raised it with us

Their contact details are:

Ombudsman

Post: Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
Phone: 0330 440 1614
Textphone: 0330 440 1600Fax: 0330 440 1615
E-mail: enquiries@os-communications.org
Website: www.os-communications.org

Other information

The Office of Communications (Ofcom) is the regulator for the UK telecommunications industry. They make sure communication companies meet their obligations under telecoms and competition laws and regulations. Their contact details are:

Post: Office of Communications
Riverside House
2A Southwark Bridge Road
London SE1 9HA
Phone: 0300 123 3333 or 020 7981 3040
Textphone: 020 7981 3043
Fax: 020 7981 3333
Website: www.ofcom.org.uk

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