1.1 These Terms and Conditions (“Terms”) form the legally binding agreement (“Agreement”) between Aritel Limited T/A We Voice (“We Voice”, “we”, “us”, “our”) and the customer (“you”, “your”). This Agreement governs the supply of mobile services, SIM cards, airtime, data allowances, bolt-ons, roaming features, and any associated hardware purchased from We Voice.

1.2 By placing an order, activating a SIM card, using our services, or purchasing hardware from us, you agree to be bound by these Terms.

1.3 For the purpose of this Agreement:

• “Services” means mobile connectivity, call allowances, data allowances, texts, roaming features, bolt-ons, and account services supplied by We Voice.
• "Hardware"or “Device” means handsets or equipment purchased from We Voice.
• "Network Providers" means our wholesale partners (including but not limited to O2, Vodafone, and other licensed carriers).
• "Minimum Term"means the minimum contractual period applicable to your tariff.
• "Fair Usage Policy” (FUP)" refers to usage restrictions designed to prevent misuse or unfair consumption of network resources.
• "ADR" means Alternative Dispute Resolution, an independent dispute body recognised by Ofcom.

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2.1 This Agreement begins when we accept your order, activate your SIM card, dispatch hardware, or otherwise enable access to our Services.

2.2 You must be at least 18 years old to enter into a binding agreement with We Voice.

2.3 Customers aged 70+ may enter into contracts, provided they hold a Power of Attorney if applicable.

2.4 Customers with terminal illness may terminate the contract at any time without penalty, subject to appropriate documentation.

2.5 You will provide accurate information and keep it updated.

2.6 You are responsible for activity under your account and for maintaining the security of your login credentials.

2.7 You will not misuse the services, including unlawful or fraudulent activity, spam, harassment, or intellectual property infringement.

2.8 We Voice may refuse service if fraudulent activity, credit risk, or contractual non-compliance is reasonably suspected.

2.9 This Agreement shall remain in effect for the Minimum Term and thereafter continue on a rolling basis unless cancelled in accordance with these Terms.

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3.1 We Voice provides mobile telecommunications services, including:

• voice services/calls (domestic and international) and business-grade mobile solutions
• text messaging
• mobile data allowances
• roaming features (subject to applicable tariffs and fair usage)
• bolt-ons and add-ons
• number porting and account management
• cloud phone systems
• hosted PBX solutions
• SIM-only mobile plans
• mobile handsets (as a reseller)
• full fibre broadband and connectivity services

3.2 Service availability depends on the network coverage provided by our wholesale partners. We Voice is responsible for supplying your service contract; however, we do not guarantee uninterrupted or fault-free performance.

3.3 Service features, allowances and restrictions are detailed in your tariff documentation and may vary between plans.

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4.1 We Voice supplies devices as a reseller of hardware (mobile devices) at wholesale rates and resells them to consumers at retail pricing.

4.2 Your contractual relationship for hardware purchases is with We Voice.

4.3 Manufacturer warranties apply where provided. Warranty terms vary by device brand or model and may require direct engagement with the manufacturer.

4.4 We Voice is not responsible for:

• Manufacturer defects outside warranty
• Accidental damage or user negligence
• Loss, theft, or unauthorised modification
• Performance issues caused by external apps or software modifications

4.5 Devices may be subject to restocking fees, return eligibility checks, and other hardware-specific conditions set out in Section 16 of this Agreement.

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5.1 You must provide accurate information when ordering services or hardware.

5.2 SIM activation times may vary. Activation typically occurs on the scheduled go-live date provided by We Voice once your order has been processed and dispatched. In some cases, activation may take additional time due to network provisioning requirements or identity verification checks.

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6.1 Your contract runs for the Minimum Term agreed during purchase.

6.2 Early termination charges may apply if you cancel before the Minimum Term ends.

6.3 Your plan will continue on a rolling monthly basis after the Minimum Term unless you provide a cancellation request with at least 30 days’ notice.

7.1 We Voice may apply Retail Price Index (RPI)-based increases from the second year of your contract, in accordance with Ofcom guidelines.

7.2 We Voice does not normally apply RPI in the first year of a new contract.

7.3 Billing cycles are monthly. You must ensure timely payment of all charges, including:

• Plan charges
• Bolt-ons
• Roaming fees
• Out-of-bundle usage
• Device instalments (where applicable)

7.4 We may restrict or suspend service in cases of non-payment.

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• Orders are generally confirmed within 14 working days from the date the agreement is accepted.
• An order may be placed before contract signature, provided the customer has given clear verbal consent.
• Orders for additional services or products, such as mobile handsets, may be placed online 5 to 10 working days after the associated SIM card becomes active.
• Orders may be placed:
  • via our website,
  • through our sales team, or
  • via authorised We Voice representatives.
• All orders are subject to acceptance by We Voice. We reserve the right to reject any order for reasons including, but not limited to:
  • insufficient stock,
  • pricing or typographical errors,
  • inability to verify payment or customer identity,
  • failure to meet eligibility or credit-check requirements.
• Orders for hardware may include a 7–10 working day dispatch window, depending on availability and logistics.

• All prices are stated in GBP (£) and exclude VAT unless explicitly stated otherwise.
• Pricing for contracted services will remain fixed for the first 12 months, unless otherwise required by law or agreed in writing.
• In accordance with Ofcom regulations, We Voice may apply an RPI/CPI-linked annual price adjustment from the second year of the contract onward.
• We Voice does not typically apply RPI/CPI adjustments in the first 12 months of a new service agreement.
• We reserve the right to update prices for:
  • non-contracted services,
  • one-off products,
  • hardware,
  • bolt-ons or add-ons,
  • roaming and out-of-bundle usage.

These adjustments may occur without prior notice, except where a contract stipulates otherwise.

The price, allowances, features, and any promotional elements of a Service or Plan are those displayed on the We Voice website wevoice.co.uk at the time you place your order or enter into the Agreement (“Tariff Details”). These Tariff Details form an integral part of this Agreement.

Customers should review the Tariff Details before placing any order, as they set out the current pricing, inclusive allowances, contract duration, and any applicable service limitations or conditions.

We Voice may update or modify Tariff Details at any time. Such changes apply only to new orders or new service activations unless otherwise agreed in writing. Existing customers remain bound by the tariff information applicable at the time their Agreement was formed, subject to any permitted price adjustments outlined in this Agreement (including RPI/CPI provisions).

1) Payments must be made using an approved method, including:

• a. Direct Debit
• b. Credit/debit card
• c. Bank transfer
• d. Cheque (where accepted)

2) Subscription-based services are billed monthly in advance, unless otherwise agreed.

3) The first bill will be higher due to:

• a) pro-rated charges, and
• b) any applicable one-time fees, such as activation fees, delivery fees, or upfront hardware costs.

4) A Direct Debit dishonour fee of £25.99 will be applied for failed or returned payments.

5)A late payment fee of £10.99 may be charged in cases of overdue balances.

6)If an upfront payment is required for any product or service, it must be paid before activation or dispatch.

7) Failure to make timely payments may result in:

• a) temporary suspension of service,
• b) permanent disconnection,
• c) additional administrative fees, or
• d) referral to debt recovery agencies (where applicable).

Suspension does not remove your responsibility to continue paying charges due during the suspended period.

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9.1 Delivery for SIM cards, equipment, and handsets typically occurs within 3–5 working days within the UK.

9.2 Delivery dates are estimates and not guaranteed.

9.3 Risk of loss or damage transfers upon delivery.

9.4 Products are not insured during transit unless explicitly stated.

9.5 Ownership transfers upon receipt of full payment.

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10.1 Customers must use services responsibly and legally. Prohibited usage includes:

• fraudulent or misleading activity,
• spam or unsolicited communications,
• harassment, abuse, or illegal content,
• systems to artificially inflate traffic,
• activities violating UK law or Ofcom rules.

10.2 A spending cap is available for all mobile users. If usage exceeds the cap, service may be automatically barred until the customer contacts customer support.

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We Voice acts as a reseller of mobile handsets. Warranty coverage applies only to eligible hardware as specified below.

• Warranty period:As per the manufacturer
• Covers: internal components, motherboard, display, camera, battery (where applicable)
• Excludes: accidental damage, drops, liquid ingress, unauthorised repairs, software issues

• Warranty period:1 month
• Covers: manufacturer hardware defects
• Excludes: power surges, misuse, firmware tampering, incorrect installation

Customers must:

• provide proof of purchase,
• ensure the device has no physical damage,
• return the device to our authorised service centre for inspection.

Warranty does not cover:

• normal wear and tear,
• third-party applications,
• accessories (unless stated),
• indirect, consequential, or data-loss damages.

The manufacturer’s responsibility is limited solely to repairing or replacing a defective device in accordance with the applicable warranty terms. We Voice is not liable for any data loss, service downtime, or indirect damages that arise from the use of, or inability to use, the device, except where such liability cannot be excluded under UK law.

During the warranty period, if a device is confirmed to be defective under normal use, We Voice may:

• repair the device,
• replace with the same or equivalent model at no additional cost,
• offer an alternative (equivalent or upgraded model as a replacement) if the original model is unavailable.

Some devices may qualify for an extended warranty at the time of purchase. Availability, pricing, and specific terms vary by product. Customers should consult our sales team or refer to the product listing for details on any optional extended warranty plans.

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12.1 Certain plans include “unlimited” allowances. These are subject to fair usage thresholds to prevent network abuse.

12.2 Fair usage applies to:

• mobile data usage
• call volumes (domestic and international calls)
• roaming data/behaviour
• text messaging
• use of the SIM for non-standard purposes/excessive simultaneous connections (e.g., tethering beyond fair use, automated systems, or commercial reselling)

12.3 Unreasonable usage includes behaviour inconsistent with personal or business norms, such as:

• automated calling patterns
• persistent long-duration calls
• excessively high data use beyond normal consumer/business thresholds

12.4 We Voice may restrict or suspend services where excessive or abusive usage is identified.

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13.1 Customers must not use the service to:

• Commit unlawful activities,
• Send malware or malicious software,
• Impersonate others,
• Operate call centres without appropriate tariffs,
• Access restricted networks without permission.

13.2 We Voice may monitor usage patterns (not content) to ensure network integrity and compliance with Ofcom standards.

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14.1 SIM-only plans include:

• allowances defined by the selected tariff,
• UK calls, texts, and data as specified,
• optional bolt-ons for additional allowances.

14.2 SIM-only plans may include roaming allowances depending on the tariff. Misuse, including artificially inflated traffic, may lead to suspension or termination.

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Roaming and international usage are subject to the customer’s selected tariff.

• Roaming allowances depend on the customer’s tariff and may include region-specific inclusions or limitations.
• Certain tariffs include European roaming allowances, while others may incur daily roaming charges outside designated regions.
• Usage on ships, flights, or satellite networks is generally excluded and may incur premium rates.

We Voice acknowledges that tariffs may include access to:

• TravelFree/TravelPlus regions
• Euro Travel Select (ETS)/World Travel Select (WTS)
• Worldwide roaming regions
• Regional roaming tiers as defined by the network provider

Availability depends entirely on the tariff chosen.

Anything not included in the tariff will be charged at the applicable out-of-bundle rate, which may be significantly higher than domestic usage.

To prevent abuse, We Voice may:

• cap usage,
• restrict speeds,
• charge out-of-bundle rates,
• suspend roaming if usage violates fair usage or Ofcom’s RLAH guidelines.

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SIM cards are non-returnable once activated.

Handsets supplied by We Voice, as a reseller, may be returned only if:

• they are faulty upon arrival,
• they meet warranty return conditions,
• they are returned within 14 days if unopened and unused (cooling-off), unless otherwise stated.

If hardware was provided as part of the contract:

• Devices supplied on a rental or loan basis must be returned within 14 days of disconnection.
• Failure to return rental equipment in acceptable condition may result in:
• Replacement charges
• Restocking fees
• Damage or missing-accessory fees

Returned items must include:

• original packaging
• all accessories
• proof of purchase

Devices damaged due to misuse are not eligible.

If a customer experiences a loss of service or a technical issue that is reasonably linked to We Voice’s systems rather than the device itself, the customer may be entitled to a partial credit or refund reflecting the duration and severity of the disruption. Such issues must be reported to our support team promptly. Upon notification, We Voice will conduct an investigation (typically completed within up to 5 business days) and provide a formal outcome along with any applicable adjustment or remedy.

• Customers must provide proof of purchase.
• Devices must be returned in original packaging with accessories.
• We Voice may reject returns if the device shows unauthorised repair or damage.
• Hardware faults covered by the manufacturer's warranty will be repaired or replaced, following the manufacturer’s process.
• We Voice may charge:
  • a. Diagnostic fees
  • b. Restocking fees
  • c. Costs for damage outside warranty
  • d. Fees for missing accessories or box contents

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17.1 We Voice targets 99.9% uptime, but does not guarantee uninterrupted service.

17.2 Services may be disrupted due to:

• maintenance failures,
• network faults,
• third-party outages,
• environmental or geographical limitations (storms, fire, cyberattacks, etc.)

17.3 Where possible, We Voice will provide advance notice of maintenance and take reasonable steps to maintain service availability.

17.4 If a fault occurs, you must report it to us promptly. We will investigate and liaise with our network partners where required.

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Customers have a statutory 14-day cooling-off period beginning on the date the Agreement is accepted. During this period, you may cancel your service without penalty, provided that:

• The request is submitted by the account holder or an authorised representative, and
• Any supplied hardware is returned in its original, unused condition within 14 days (where applicable).

If a service remains unactivated, you may cancel it within 14 days of purchase and receive a full refund. Once the 14-day cooling-off period has passed, refunds are no longer available; however, the service will remain active until the end of the current billing cycle unless otherwise cancelled.

If the service has been activated during the cooling-off period, you may be charged for:

• TPro-rated usage,
• Any non-returnable add-ons or bolt-ons activated during this time.

If you choose to cancel your 24-month fixed-term contract after the cooling-off period but before the end of the Minimum Term, the following applies:

A 30-day written notice is required for all cancellations.

An ETF will apply and is calculated as:

£299 or (Monthly Charge × Remaining Months of the Contract), whichever is higher.

The ETF reflects costs incurred by We Voice, including:

• Network provisioning
• SIM activation
• Subsidised hardware
• Administrative and operational setup

ETF applies per connection unless otherwise agreed in writing.

Customers may request a permanent disconnection under the following conditions:

• The request must be raised by the account holder or authorised representative.
• Billing continues during the 30-day notice period.
• Any unpaid usage charges, bolt-ons, device instalments or fees will be billed on the final invoice.

We Voice may require identity verification before processing disconnection requests.

Upon completion of the disconnection process:

• A final billing:
  • Outstanding monthly charges
  • Out-of-bundle usage
  • Roaming charges not yet rated at the time of request
  • Any applicable ETFs
  • Equipment charges (if applicable)
• If the account is in credit, refund processing will occur within 14 working days to the original payment method.
• No pro-rata refund is provided for partial-month cancellations unless your service contract explicitly allows it.

If you believe you are entitled to a refund or need to request one due to an account credit or service-related adjustment, you may contact our Customer Support Team using the details below:

• Email: hello@wevoice.co.uk
• Phone: 0331 630 2485

To help us process your request efficiently, please include the following:

• Your full name
• Your order number or account number
• A brief explanation of the reason for your refund request

Eligible refunds will be reviewed and, once approved, processed within 7–10 business days to the original payment method, unless stated otherwise.

• Airtime services, setup charges, installation fees, upfront payments, and any one-time administrative costs are non-refundable once activated.
• Promotional or discounted offers may carry their own refund conditions, which will apply as stated at the time of purchase or activation.
• We Voice may revise or update its refund provisions from time to time to reflect operational, regulatory, or service changes. Any updates will be published within these Terms, and continued use of our services constitutes acceptance of the revised refund terms.

If you wish to keep your number or request number porting:

• You must request porting before the service is terminated.
• You must provide a valid PAC or STAC code. Failure to provide an active PAC/STAC before disconnection will result in permanent loss of the number.
• Porting may take 1–3 working days.
• Delays may occur due to issues with your previous provider.
• We Voice is not liable for failed ports caused by:
  • Incorrect PAC/STAC submission details
  • Rejection by the losing provider
  • Delays caused by third-party/external networks
  • Loss of service during porting

We Voice reserves the right to terminate your contract without prior notice if:

• YPayments remain outstanding after multiple reminders.
• Fraud, misuse, or illegal activity is detected
• Fair Usage Policy or Acceptable Use Policy is violated
• There is evidence of tariff manipulation or unauthorised reselling
• Required to do so by law, regulation, or network operator instruction

If We Voice terminates for breach, you remain responsible for all outstanding charges, including ETF where applicable.

ETF does not apply if:

• Cancellation occurs within the 14-day cooling-off period
• We Voice confirms a persistent service failure after technical investigation
• A mutual written agreement authorises termination without penalty
• The customer relocates to an area where We Voice cannot supply service (subject to evidence)
• Termination is approved on grounds of terminal illness or vulnerability (with documentation)

After the contract ends, you must:

• Pay all outstanding charges
• Return any We Voice-owned hardware
• Stop using the SIM and associated services
• Destroy or safely dispose of any SIMs if instructed

Continued use of the service after cancellation may incur charges.

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Website content, trademarks, logos, designs, and software remain the property of We Voice or its licensors. You may not copy, reproduce, or modify any content without our written consent.

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20.1 You must:

• Keep your account details accurate
• Protect your SIM and device
• Notify us immediately if your SIM or device is lost or stolen
• Pay all charges on time
• Use the services lawfully and in accordance with these terms

20.2 You may not:

• Use services for fraudulent, unlawful or abusive purposes
• Resell or commercially exploit We Voice services
• Manipulate tariffs, billing systems or promotional offers
• Use SIMs in fixed or non-standard equipment unless explicitly permitted

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21.1 We Voice does not exclude liability for:

• Death or personal injury caused by negligence
• Fraudulent misrepresentation
• Rights that cannot be excluded under UK law

21.2 We Voice is not liable for:

• Loss of profit, business, or revenue
• Loss of data
• Failures of third-party networks
• Roaming issues caused by foreign operators
• Consequential or indirect loss

21.3 Our total liability is limited to charges paid by you in the last 3 months before the claim.

21.4 You agree to indemnify and hold We Voice harmless against any claims, damages, losses, costs, or expenses arising from:

• your misuse of the services,
• your breach of these Terms, or
• any infringement or violation of a third party’s rights caused by your actions or use of the services.

This indemnity applies to We Voice and its officers, employees, contractors, and affiliates, and includes reasonable legal fees incurred in responding to or defending such claims.

22.1 We Voice follows a structured Complaints Procedure, available at:wevoice.co.uk/complaints

22.2 If unresolved after eight weeks or if a deadlock letter is issued, you may escalate your case to the approved ADR scheme:

Ombudsman Services: Communications (This service is free for consumers.)

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23.1 We Voice processes personal data in accordance with UK GDPR and our Privacy Policy: wevoice.co.uk/privacy_policy

23.2 We may share limited data with suppliers, network operators, or law enforcement, where legally required.

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24.1 We may amend these Terms to comply with legal, operational, or regulatory requirements.

24.2 Material changes will be notified at least 30 days in advance. Your continued use of the services constitutes acceptance of the revised Terms.

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This Agreement is governed by the laws of England, Ireland, and Wales. Any dispute, claim, or proceedings arising out of or relating to these Terms will fall under the exclusive jurisdiction of the courts of England, Ireland, and Wales.

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• We Voice

  Office 2410, 182-184 High Street North

  London E6 2JA, United Kingdom

• Email: hello@wevoice.co.uk
• Phone: 0331 630 2485
• Website:wevoice.co.uk