Terms & conditions

POP Mobile is run by [SUPPLY: POP Telecom Ltd] ("we", "us", "our") — a company registered in England and Wales, number [SUPPLY], VAT number [SUPPLY], with its registered office at [SUPPLY: address]. When we say "you", we mean the person whose name is on the account.

We're a mobile provider, not a network owner. Your calls, texts and data travel over the O2, Vodafone or EE network — whichever one your chosen plan uses. Your contract, though, is with us, and we're the people you deal with for everything from billing to support.

The quickest way to reach us is [SUPPLY: support email] or [SUPPLY: phone].

Your agreement is simply this page, plus the plan you picked, the Contract Summary and Contract Information we showed you before you ordered, and our Privacy and Fair Use policies. Read together, that's the whole deal — there's nothing hidden elsewhere.

It comes to life the moment we accept your order and email your confirmation. To take a plan you need to be 18 or over and living in the UK. Hang on to your confirmation email: it's the record of the specific price, allowances and term you agreed to.

We offer two shapes of plan, and you choose which suits you when you order:

Your plan type, its length and its price are all spelled out at checkout and on your confirmation. The difference matters most when you leave early — see section 13.

We aim to have your SIM live within a few days of your order, and usually a lot sooner. If you're bringing your number across, activation happens as part of that switch (section 11).

You'll need an unlocked, compatible device. We'll send a multi-size SIM you can trim to fit, or an eSIM you can activate straight from your phone. The SIM itself stays ours — you're free to use it, but not to sell it or pass it on.

Signal is a real-world thing, and no provider can promise it everywhere. What you get depends on where you are, the network your plan uses, your handset, the buildings and hills around you, the weather, and how busy the network is at that moment. We can't guarantee the service will be uninterrupted or completely fault-free, and honestly, no one can.

Speeds vary with the technology available where you're standing — 4G, 5G and so on — and with your device and plan. It's worth checking coverage for your area at [SUPPLY: coverage URL] before you commit. If you hit a persistent data problem, tell us and we'll look into it; you may be entitled to a remedy under consumer law.

You pay monthly, in advance, by card — and you pick the day of the month that suits you. Your very first payment covers the stretch from the day your service goes live up to that chosen date, so it's often a little smaller than a normal month. From then on we take the full monthly amount on your chosen date.

Anything you use beyond your plan's allowance is added to the following month's bill, and always within your spend cap (section 8). If a payment doesn't go through, we'll try again and let you know — keeping in touch is usually all it takes to sort out.

We keep pricing straight with you. Here's how it works for each plan type:

Promotional prices last only for the period we state at checkout; after that the standard price for your plan applies. If we ever change our out-of-plan rates (say, international or roaming charges) because our own wholesale costs move, we'll give you notice, and a penalty-free exit where the change is genuinely to your disadvantage.

Your spend cap is your safety net. You set it when you order, and you can move it any time.

Set it to £0 and we simply block anything outside your plan — so your bill can never be more than your plan price. Set it higher and you allow out-of-plan use up to that amount.

When you reach it

Once your out-of-plan use hits the cap, we quietly pause the outgoing calls, texts and data that fall outside your plan. Everything inside your plan keeps working, and so do incoming calls and calls to 999.

Want to carry on before your next billing month? You can lift the cap in £10 steps, and we release the paused services as soon as that clears. That £10 is credit towards the usage itself, not a charge for un-pausing — and anything you don't use isn't carried past the billing month. Your cap and the usage against it reset at the start of each new month.

Your plan is for you, to use normally, in the UK (and for sensible use while roaming where your plan includes it). That's nearly everyone, and nearly all the time. What it isn't for is reselling, running a business off it, permanent use abroad, automated or machine-to-machine traffic, or anything unlawful or designed to disrupt the network or other people.

If use like that shows up, we may get in touch, manage the traffic, or ultimately end the agreement on notice. We'd always rather talk first.

Our unlimited plans are built for real personal use, and a fair-use line keeps them fast for everyone.

If that happens, we'll reach out before doing anything. If very heavy use carries on, we might manage your speeds at busy times, suggest a plan that fits you better, or in stubborn cases restrict the service. This is separate from any roaming fair-use limit, which sits in your plan details.

Your number is yours, and moving it is quick and free.

Bringing it to us

Text PAC to 65075 from your current phone, and you'll get your switching code straight back. Give it to us when you order and we'll move your number over, usually within one working day. Your old service keeps running right up to the switch, so you're never left without a phone.

Taking it elsewhere

Leaving us? Ask us for a PAC and hand it to your new provider — or, if you'd rather drop the number entirely, text STAC to 75075. Either way we'll sort it promptly and at no charge.

Sometimes we have to put the brakes on. We may bar outgoing use or pause your service if a payment's overdue, you've hit your spend cap, we've reason to suspect fraud or misuse, or the law or network requires it.

Where it's about payment, we'll lift the bar promptly once you're square — usually automatically. Incoming calls and 999 are never affected by a spend-cap or non-payment bar.

How you leave depends on your plan:

We'll always tell you any early-exit charge before you commit to leaving, so there are no surprises. We can end the agreement too, on 30 days' notice, or straight away if you seriously or repeatedly break these terms or we reasonably suspect fraud.

Now and then we'll need to update these terms or the service — to keep up with the law, our networks, or how things work. If a change is likely to leave you worse off, we'll give you at least 30 days' notice and you can leave, penalty-free, before it takes effect. Minor or legally required tweaks that don't disadvantage you we'll simply make, with notice where it's warranted.

If your SIM or phone goes missing, tell us as soon as you can and we'll bar the SIM. Until you've reported it, anything run up on your account is down to you, up to any spend cap on your plan and the limits the law sets. We'll happily send a replacement SIM and keep your number.

To run your account we collect the essentials — your name, address, date of birth, contact and payment details, and where relevant your credit standing. We use them to set up and manage your service, take payment, prevent fraud, and run any credit check your plan needs.

We share information only where the service needs it: with the network carrying your plan, our payment provider, and credit and fraud-prevention agencies. We don't sell your data. You have rights over your information — to see it, correct it, and in some cases have it deleted — and our full Privacy Policy at [SUPPLY: privacy policy URL] explains how to use them, and how to complain to the ICO if you're ever unhappy.

If something's gone wrong, we want to fix it — and we take complaints seriously. Start with us on [SUPPLY: phone] or [SUPPLY: complaints email]; our Complaints Code of Practice at [SUPPLY: complaints code URL] sets out how we handle things and how long it should take.

If we can't put it right within eight weeks, or we both reach deadlock sooner, you can take it — free — to our independent dispute resolution scheme, [SUPPLY: confirm CISAS or the Communications Ombudsman]. They'll look at it fresh and reach a decision we're bound to follow. You can read about your rights any time at ofcom.org.uk.

You can dial 999 or 112 free at any time — even with the service barred or no credit — as long as some mobile network is reachable. If ours isn't available, your phone should borrow another operator's to get through. If you use Wi-Fi Calling, keep your address current with us so the emergency services can find you; you may still be asked to confirm where you are.

We can provide our documents and support in formats that work better for you, including large print and braille — just ask at [SUPPLY: accessibility contact]. And if life's circumstances make things harder for you, or you'd like someone to help manage your account, tell us and we'll set up the right support.

If we break these terms or fail to use reasonable care and skill, we're responsible for loss you suffer that was a foreseeable result — but not for loss that wasn't foreseeable. We don't cover business losses: if you use the service commercially, we're not liable for lost profit, business or opportunity.

We never limit our liability where the law won't let us — including for death or personal injury caused by our negligence, or for fraud. And nothing here dents your statutory rights as a consumer.

If either of us can't do what we promised because of something genuinely outside our control — severe weather, fire, flood, power or network failure, industrial action, an act of government, and the like — neither of us is on the hook for that.

If we let something slide once, that doesn't mean we've given up the right to act on it later. If any part of these terms turns out not to hold up, the rest still stands. We may transfer the agreement to another company (for instance if the business is sold) without denting your rights; you'd need our okay to transfer yours, which we won't refuse without good reason. And only you and we can enforce this agreement — no one else.

Do keep your contact and payment details up to date with us, so nothing important slips through.

These terms are governed by the law of England and Wales, and any dispute can be dealt with by its courts. If you live in Scotland or Northern Ireland, you're welcome to bring proceedings in your local courts instead.

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