OneBell’s – Terms & Conditions

The following are the terms and conditions for the supply of goods and services by QM Solutions Limited trading as OneBell.com. We may change the terms from time to time without notice. However, any changes will only apply to any orders received after the change.

The use of this website constitutes acceptance of these Terms & Conditions.

All products on our website are subject to availability and we make every effort to keep the website up to date where stock shortages arise. If an item ordered is out of stock we will notify you within 24 hours of placing the order by phone and email to provide a time scale of any delay.

The images for products on our website are for illustrative purposes only. We are unable to guarantee that your computers display of the colours accurately reflects the colour of the products.

We can only take orders for Limited companies registered with Companies House in the UK. Sole Traders and partners of partnerships must be UK residents. Charities must be registered with the Charity Commission.

You must be over 18 to order any of our products or services.

The information you provide during the order process must be accurate prior to confirming the order. You will not be able to downgrade your tariff during the term of your contract. For this reason it is important that you select a tariff that is most suitable for your needs.

We endeavour to despatch all orders within 2 working days. If there are any delays due to complications with the order process we will contact you by email.

All orders for pay monthly mobile phones are subject to a credit check by the network. In some cases they may ask for a security deposit or decline an application. In these instances we will contact you within 2 working days of placing the order by telephone and email to discuss further options.

You are responsible for storing your username and password securely. Should this information be divulged to any third party please contact our Customer Service team on 0161 667 0655.

All orders placed via our website are subject to verification by our order team. On occasions we may request further proof of identification prior to processing an order.

By placing an order for an early upgrade the customer is accepting any roll over from the previous contract added to the tenure of the new service agreement.

We reserve the right to cancel any order at any time prior to despatch.

What’s a cookie?

A “cookie” is a piece of information that is stored on your computer’s hard drive and which records how you move your way around a website so that, when you revisit that website, it can present tailored options based on the information stored about your last visit. Cookies can also be used to analyse traffic and for advertising and marketing purposes.

Cookies are used by nearly all websites and do not harm your system.

If you want to check or change what types of cookies you accept, this can usually be altered within your browser settings. You can block cookies at any time by activating the setting on your browser that allows you to refuse the setting of all or some cookies. By not blocking cookies and continuing to browse you are authorising the use of cookies. If you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our site.

How do we use cookies?

We use cookies to track your use of our website. This enables us to understand how you use the site and track any patterns with regards how you are using our website. This helps us to develop and improve our website as well as products and / or services in response to what you might need or want.

Cookies are either:

– Session cookies: these are only stored on your computer during your web session and are automatically deleted when you close your browser – they usually store an anonymous session ID allowing you to browse a website without having to log in to each page but they do not collect any personal data from your computer;

or

– Persistent cookies: a persistent cookie is stored as a file on your computer and it remains there when you close your web browser. The cookie can be read by the website that created it when you visit that website again. [We use persistent cookies for Google Analytics.]

Cookies can also be categorised as follows:

– Strictly necessary cookies: These cookies are essential to enable you to use the website effectively, such as when buying a product and / or service, and therefore cannot be turned off. Without these cookies, the services available to you on our website cannot be provided. These cookies do not gather information about you that could be used for marketing or remembering where you have been on the internet.

– Performance cookies: These cookies enable us to monitor and improve the performance of our website. For example, they allow us to count visits, identify traffic sources and see which parts of the site are most popular.

– Functionality cookies: These cookies allow our website to remember choices you make and provide enhanced features. For instance, we may be able to provide you with news or updates relevant to the services you use. They may also be used to provide services you have requested such as viewing a video or commenting on a blog. The information these cookies collect is usually anonymised.

The majority of orders are sent using Royal Mails Special Delivery service. Once the order has been successfully processed you will receive an email confirming despatch and the phone will be delivered by 1pm on the next working day. The despatch email will also include your Royal Mail item reference and instructions on how to track the parcel.

On occasion we will use an alternative courier service, details of which will be advised at point of despatch along with the relevant tracking information.

Delivery can only be made to addresses within the United Kingdom.

For sole traders, deliveries will be made to the address your credit/debit card is registered to unless an alternate workplace delivery is requested at the point of order. Orders for limited companies will be delivered to the trading address provided unless otherwise requested at the point of order.

Delivery is subject to you passing our security and identification procedures and also the network credit checks. If there are any delays we will inform you by email using the address give when placing the order.

OneBell cannot be held responsible for any delivery delays outside out direct control. Delivery times to the Highlands and outside mainland UK may vary.

We make every effort to ensure that the prices on our website are accurate. We reserve the right to cancel any order where an error in pricing has occurred.

All prices quoted on our website are exclusive of VAT and are subject to change without notification.

All prices assume payment by monthly direct debit and online billing. Additional charges may apply for paper billing.

Your first bill from EE will be sent around seven days after processing and will include the line rental billed one month in advance.

We cannot be held responsible for any delay during the number transfer where the delay is the responsibility of either of the two networks.

It is not possible to port a number from Orange or T-Mobile to EE. This is classified as a migration and must be processed as an upgrade.

Once the goods have been delivered / collected the ownership together with all liability for damage and loss shall pass to you. The handset is supplied by OneBell and not the network.

If for any reason you wish to return a product then contact our Customer Service team on 0161 667 0655.

Under the Distance Selling Regulations, you have 14 days from the initial delivery date to exercise your rights to return. All goods must be returned in their original condition and include all peripheral items such as mains chargers, batteries and manuals.

Where an item is faulty we will refund the cost of the postage, If the return is due to a change of mind then then the customer will be responsible for the cost of postage. Royal Mail Special delivery is the recommended method of return. Please retain your proof of posting, until we receive the items back they remain your responsibility. If a payment was taken for the cost of the phone, a refund will be processed within 48 hours of receiving the phone back and to the same card the payment was initially taken.

Should a technical fault occur within 30 days of despatch (Non Apple products only) then contact our Customer Service Team on 0161 667 0655. Once the fault has been diagnosed then we will arrange for a like for like exchange to be sent to you. For all Apple products, contact Apple Technical Support on 0800 107 6285 or at www.apple.com/uk/contact.

Any faults outside the 30 days are covered by the manufacturer’s warranty which lasts for at least 12 months from the date of purchase. This is handled directly between the customer and the manufacturer.

Additional insurance is available at an additional cost. We recommend taking insurance wherever possible.

The content of the pages of this website is for your general information and use only. It is subject to change without notice.

Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.

Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.

This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.

All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.

Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.

From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).

Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.

All cashbacks and any other incentives are sent out automatically following a period of five weeks from the completion of the order. All cashbacks are paid directly into the bank account details provided at the point of order. Any other incentives are sent to the address provided at the point of order.

Cashbacks and any other incentives are paid directly by OneBell and not by EE or any third party supplier.

Cashbacks and any other incentives will no longer become payable if the phone is returned for cancellation or the contract is disconnected or suspended by the network.

In addition to our own terms and conditions, it is the customer’s responsibility to read the networks own terms and conditions to ensure they are completely satisfied.

We would draw particular attention to the following points from EE’s own terms and conditions.

Applications are subject to a credit check with a minimum contract term of 24 months. Minutes and texts are from the UK to UK mobiles and UK landlines starting with 01, 02 and 03 (excl. Jersey, Guernsey & Isle of Man). Other terms apply, see ee.co.uk/businessterms. All prices are excluding VAT.

On every EE contract the monthly price plan charge will be increased by RPI in March of each year. Other prices, such as call charges and Roaming costs, may also go up during your plan. Your first annual RPI increase will take place in March 2018. All prices exclude VAT.

Price until March 2019Price from March 2019 to March 2020Price from March 2020 to March 2021
Prices shown per monthPrices shown per month plus annual RPI adjustment = Price APrice A per month plus annual RPI adjustment

New Connections
Within around six days of connection, you will receive your first bill from EE. This will be for one full month’s line rental to cover the monthly recurring charges in advance. The new package is effective immediately and in the majority of cases, your billing date will be the day after connection to prevent and pro-rata implications to your inclusive allowances.


Additional Lines
If you add another line onto your account part way through your billing period, you will see part charges on the next bill – A part charge for line rental for the additional line from the date of connection, up to their existing bill date plus one month in advance. It’s the same for your inclusive allowances too, you will only receive a partial allowance to use from the date of connection until your existing billing date.


Upgrades
If you have changed price plan, it is effective immediately, therefore this will create part charges on your next bill, which will appear as:

  • a pro-rata refund of the old plan (as it was paid one month in advance)
  • a pro rate charge for the new plan (to cover the date the charge became effective, until the existing billing date)
  • A charge for the new price plan, equivalent to one month in advance
  • It’s the same for allowances too. You will get a partial allowance refund for your old plan and a partial allowance for your new plan to cover them until your bill date.

Migrations to EE
When you migrate to EE your Orange/T-Mobile account will be closed. Your final Orange/T-Mobile bill will act as your first EE bill and will detail a pro-rata refund of your old plan (because it was paid one month in advance) and a charge for your new plan equivalent to one month in advance.

A new account number, bill date and Direct Debit date will be set up for your EE account. The new billing date will, in most cases, be the day after connection to prevent any pro-rata implications to your new inclusive allowances.

Service TypeCharges (excl. VAT)
Calls to UK & EU regional landlines40p per minute
Calls to UK & EU mobiles40p per minute
Calls to numbers starting with 116, 0800, 0808Free
Calls to 084, 087, 118 and 09 numbers40p per minute (plus service charge)
Calls to retrieve VoicemailFree
Text Messages (UK & EU)12p per text
Photo Messages (UK & EU)35p per message
EE Customer ServicesFree
UK & EU Data (applies to Business Connect only)1.6p per MB
Itemised Paper Bill£1.67 per account per month
For data roaming outside of EU/EEA, see EE's websitewww.ee.co.uk/terms

* For calls to numbers beginning 084, 087, 09, 118, you will be charged EE’s access charge plus the applicable service charge, for more details see www.ukcalling.info

Ofcom regulates all providers of telephone and broadband services; it’s the final place to go for help after you’ve asked your reseller, the dealer and the network – and still feel that you’re not getting the response you think you should.

OfCom GC23 is the latest regulation and is focused on preventing retailers and network providers mis-selling products and services. That protects customers from:

  • Being signed up to contracts they haven’t agree to
  • Being sold mobile phone services that they don’t fully understand
  • Getting all the information before they’re asked to make a decision
  • Any deals are comprehensively explained and don’t tie them into an unreasonable set of terms and conditions.

It means that the customer gets more clarity about exactly what they’re buying and there are no ‘smoke and mirrors’ conditions that need a whole team of legal people to decipher! It also means that dealers that are a bit ‘dodgy’ won’t be compliant – and will soon go out of business as breaching the rules can result in the service providers refusing to deal with them anymore. Mainly because flouting the rules can result in service providers being fined up to 10% of their turnover – ouch! For companies like ourselves it means that we have to provide documentation on what has been sold, how we went about educating the customer, what cashback was involved and many other aspects relating to the sale. We get spot-checked to ensure our documentation – contracts, proof of sales, etc are all in order. If they’re not we can get fined.

So before you sign up to a new telecoms contract – check out who you’re dealing with and ensure they are familiar and comply with Ofcom GC23.

Whilst we constantly strive to offer the best possible service, we are only human and at times we will make mistakes. If you have any reason to complain (and we do appreciate the opportunity to put things right so they don’t happen again) please send all details to info@onebell.com. We endeavour to acknowledge all complaints within three working days and provide a full resolution as soon as possible.

This website (www.onebell.com) is owned and operated by QM Solutions Limited (Company Registration Number 06582145). The registered address is Suite 3, 1st Floor, Stanmore House, 15-19 Church Road, Stanmore, Middlesex, HA7 4AR All queries relating to orders should be forwarded to our trading address:

QM Solutions Limited trading as OneBell.com
46 Stockport Road
Romiley
Stockport
Cheshire
SK6 3AA