Terms & Conditions

Last updated: October 2026

Version 1.5

GRADE MOBILE

TERMS AND CONDITIONS

SECTION 1: GENERAL TERMS AND CONDITIONS (applicable to all products / services)

This “general” section applies to all customers regardless of the product or service they have chosen.

1.1. Company Information

“Grade Mobile” is the trading name of OG Exclusives London Limited, a company incorporated and registered in England and Wales under company number 08955418. OG Exclusives London Limited is authorised and regulated by the Financial Conduct Authority under firm reference number 947743.

Our registered office address is Crossways, School Road, Charing, Ashford, Kent, TN27 0JN, United Kingdom and our contact address is Grade Mobile PO Box 807 Folkestone, Kent CT20 9NG. Any reference to “Grade Mobile” in these Terms and Conditions also refers to OG Exclusives London Limited.

1.2. Our Terms and Conditions

You agree to these Terms and Conditions when you buy, request or take out one of our products or services. The section that applies to you depends on the product or service you choose. Please read this general section and the product-specific section listed below.

i) Pay Monthly - see section 2

ii) SIM Purchases – see section 3

iii) Refurbished Device Sales – see section 4

iv) Trade-In – see section 5

For example, if you have taken a Pay Monthly package with us, you will only need to refer to section 2 and this “general” section for the terms of your agreement. All other sections will not apply and will not form part of your contractual agreement with us.

If you are unsure which section applies to you, please contact us before agreeing to these Terms and Conditions. We can explain which product section applies, but we cannot give you independent legal or financial advice.

Note that if you have selected a bundle package (such as a Pay Monthly package and SIM), then both sections 2 and 3 will apply to you, as well as this “general” section.

1.3. Contact us

The fastest way to contact us is through contact@grademobile.co.uk, or through our Contact Us page at www.grademobile.co.uk/contact-us.

You can also post us a letter at Grade Mobile’s address (PO Box 807 Folkestone, Kent CT20 9NG).

We’ll contact you by email or telephone.

If you have a Pay Monthly contract with us, you will have been provided our dedicated Pay Monthly contact phone number in your contract. You can also find the number under the “Contact Us” section at the bottom of our website once you have logged in with your subscriber details.

1.4. Complaints

All complaints will be dealt with in accordance with our Complaints Policy. You can request a copy of this policy from our Customer Service team (see contact details under paragraph 1.3).

If you are dissatisfied with our services or products, you can raise a complaint by:

• e-mailing us at contact@grademobile.co.uk

• visiting our contact page at www.grademobile.co.uk/contact-us and submitting a chat request

• calling us (for Pay Monthly customers only; please see paragraph 1.3. on how to locate the subscriber phone number to call)

• sending a letter to our Customer Service team at GRADE MOBILE, PO Box 807, Folkestone, CT20 9NG.

For Pay Monthly customers, we will aim to resolve all complaints within three business days. You will receive an acknowledgement email when we receive your complaint and a summary resolution letter if your complaint is resolved within that time. If we cannot resolve your complaint within three business days, we will investigate it and send you a final response within eight weeks. Our final response will explain our decision, what we propose to do to put things right, and your right to complain to the Financial Ombudsman Service if you are unhappy with the outcome.

If we have not resolved your financial complaint within eight weeks, or if you are unhappy with our final response, you may be able to refer your complaint to the Financial Ombudsman Service (“FOS”). You must usually refer your complaint to the FOS within six months of the date of our final response.

For all complaints in relation to SIM-ONLY, Device Sales, or Trade-In, the Company will endeavour to respond to and close all complaints within three business days. If the complaint is more complicated and is taking longer to resolve, the Company will endeavour to close within 8 weeks.

1.5. Personal information

Grade Mobile takes protecting your personal information seriously. We will only use your personal information in accordance with UK Data Protection Law and GDPR. Our privacy policy is available here.

1.6. Acceptable Use Policy

Our full Acceptable Use Policy is appended to the end of these terms and conditions.

1.7. Your Statutory Rights

These Terms and Conditions do not affect your statutory rights as a consumer. You can find out more about your consumer rights here.

1.8. Changes to our terms

We may update our standard terms of sale, prices and website content from time to time. If we make changes, we will post the updated terms on our website. The terms and prices that apply to your order will be the ones in force when you placed that order.

1.9. Miscellaneous Devices

We sometimes receive miscellaneous devices. We deem a device miscellaneous when at least 6 months have passed without the device being claimed. Miscellaneous devices originate from: a device we receive, that has no details contained in the package or sent along with the device, that allow us to reasonably match the device to an individual, order, or customer. These devices are held in quarantine for 6 months. During this period, we hope the owner or sender of the device will get in touch with our customer service team at contact@grademobile.co.uk to claim their device. Proof of purchase and the IMEI ID will be a minimum requirement to verify ownership. If a device is left unclaimed for over 6 months, we will recycle the device. We cannot hold unknown devices indefinitely, as this poses security risks.

If an order is returned to us with insufficient information to complete your request, our Customer Support Team will attempt to contact you via the platform you have purchased the device from, or via the email address we have on file for you. We will attempt to contact you regularly, but if a response is not received within 6 months, and the device is unclaimed for this minimum length of time, we reserve the right to recycle the device.

1.10. Failed Deliveries

If an order cannot be delivered by the courier for any reason and is returned to us (the sender), our Customer Support Team will attempt to contact you via the platform you have purchased the device from, or via the email address we have on file for you. If a response is not received within 14 days, and the device is unclaimed for this minimum length of time, we reserve the right to process a full refund of the order and cancel your agreement with us.

1.11. Business Agreements

We exclude from this agreement all implied terms that may be inferred from any content contained on our website or any other online platforms under the control of Grade Mobile. We will not be held liable for any loss of profits, business, revenue, business interruption, loss of savings, or reputation, or any indirect damages to the business.

1.12. Zero Tolerance

We ask all customers to treat our staff respectfully. Verbal or physical behaviour that makes our staff feel threatened, abused or unsafe is unacceptable. This includes aggression, abusive language, threatening language, derogatory remarks, or threats made in person, by telephone or in writing. If this happens, Grade Mobile may limit, pause or end communication with the person responsible where it is reasonable to do so.

SECTION 2: PAY MONTHLY TERMS AND CONDITIONS

This section only applies to customers who have selected our Pay Monthly products. If you have selected any other product, this section will not apply to you and will not form part of your contract with us. Please refer to the section that applies to your product.

2.1. Why you Should Read These Terms

You should read these terms carefully as they form your contractual agreement with us.

2.2. What is a Pay Monthly Agreement

A “Pay Monthly” agreement is where you split the cost of your device into monthly instalments instead of a full lump sum payment. You can choose to pay for your device for either 12 or 24 months.

If your Pay Monthly agreement is financed by Buyline Ltd (“Buyline”), you are buying the device from us using a loan from Buyline. The device belongs to you from the moment it is delivered. Part of your loan is deferred to the end of your agreement as a final payment (the “Final Payment”), which keeps your monthly payments lower.

If you are an existing Affirm U.K Ltd (“Affirm”) customer, you hire your device from us under a 12 or 24-month agreement, and Affirm finances your payments. The device belongs to Grade Mobile at all times and must be returned to us at the end of your agreement.

2.3. Who Provides Finance

Our Pay Monthly agreements are supported by external finance providers. Grade Mobile does not provide lending to you directly. New Pay Monthly agreements are financed by Buyline Ltd. Affirm is no longer available for new agreements, but existing Affirm customers stay with Affirm until their agreement ends.

Buyline Ltd

Email: hello@buyline.co.uk

Telephone: 03330 230 134

Affirm

Help Centre: https://help.uk.affirm.com/contact-us

Telephone: 0800 014 8879

Any questions you have around your monthly payments should be sent to your finance provider, not to Grade Mobile who will be unable to support your request.

2.4. What Happens at the End of my Contract

The options available to you at the end of your contract depend on which finance provider you used.

2.4.1. Buyline Customers

At the end of your contract, you will have three options:

i) Sell your device to us and upgrade to a newer model (subject to Buyline’s credit checks);

ii) Sell your device to us and end your agreement without taking a new device; or

iii) Keep your device and pay the Final Payment to Buyline.

Grade Mobile will contact you 60 days before your contract end date to discuss which option you would like to select. Selling your device to us is always your choice. If you do not sell your device to us, you simply keep it and pay the Final Payment to Buyline, and Buyline may offer you a new loan to cover it. Grade Mobile does not charge Buyline customers a non-return fee.

If you would like to sell your device to us, please see clause 2.4.3 below.

2.4.2. Affirm Customers

At the end of your contract, you have two options:

i) Return the device to Grade Mobile to receive an upgrade; or

ii) Return the device to Grade Mobile and end your agreement.

Grade Mobile will contact you 60 days before your contract end date to discuss which option you would like to select. Any new device will be financed by Buyline and is subject to Buyline’s credit checks. If your Affirm finance term is longer than your agreement with us, you will continue to pay Affirm for your original agreement until it ends, even after you have returned your device.

You must return your device within 14 days of the end of your agreement. If you do not, you will be placed on a rolling contract with us on the same monthly terms until the device is returned. If you do not make your rolling contract payments, your account will enter our debt process. If the arrears are not cleared, a non-return fee will be charged and the debt may be passed to a debt collection agency.

2.4.3. Selling Your Device to Us (Buyline Customers)

2.4.3.1. Our offer

At the end of your Buyline agreement, we can offer to buy your device from you. Selling is your choice. If you’d rather keep your device, you can pay your Final Payment to Buyline under your agreement and keep it.

2.4.3.2. How it works

Your Buyline agreement is a loan. You own your device, and you repay Buyline for it. If you sell your device to us, we pay your Final Payment to Buyline for you, in place of paying you directly. That is how you pay off your loan.

2.4.3.3. What you confirm

By accepting our offer you confirm that:

i) the device is yours and nobody else has any right to it. Your Buyline agreement doesn’t give Buyline ownership of the device;

ii) the device hasn’t been lost, stolen or blocked, and there’s no insurance claim on it;

iii) you’re selling as an individual, not for a business. If you’re VAT-registered or selling for a business, tell us before you accept, as different rules apply; and

iv) you’ve signed out of iCloud, Google and any other account lock.

We’ll securely erase any data left on the device, but please back up anything you want to keep first. If the device is locked, we’ll follow the process in clause 5.11.

2.4.3.4. The price

We’ll grade your device when we inspect it. The price depends on the grade:

• Grade A, B or C: the same as your Final Payment

• Grade D: 30% of your Final Payment

• Grade E: 10% of your Final Payment

If you’re eligible for a Customer Return Reward, we’ll add it to the price shown to you.

Example: if your Final Payment is £200, a Grade B device is worth £200, Grade D is worth £60 and Grade E is worth £20. For Grade D or E, you’d still need to pay Buyline the rest.

2.4.3.5. Where the money goes

When you accept our offer, you tell us to pay the price (apart from any Reward) to Buyline for you, to reduce or pay off your loan. Once the sale is complete, you can’t change this instruction.

• If the price is more than you owe Buyline, we’ll pay the difference to you.

• If the price is less than you owe, you’ll still need to pay the rest to Buyline under your loan agreement. You can contact Buyline to check what’s left.

• Any Reward is paid to the bank account you give us.

2.4.3.6. Inspection and payment

We’ll inspect your device within 2 business days of receiving it and send you a notice with its grade and price. Once we send that notice, the sale is complete and the device is ours. We’ll make payment within 7 business days after that.

If you disagree with the grade, tell us within 14 days. We’ll review it, and if a higher grade applies, we’ll pay the difference in the same way.

2.4.3.7. Your records

We’ll send you a purchase record showing the device, the price and how it was paid.

2.4.3.8. Time limits and other returns

To sell your device to us, you must return it within 30 days of the end of your Buyline agreement. If it arrives later, we may reject it or offer to buy it at its current market value. If we don’t buy your device, you’ll need to pay your Final Payment to Buyline.

If you want to sell your device early to upgrade, we’ll get a settlement statement from Buyline showing what you owe. You’ll still need to pay Buyline any balance our payment doesn’t cover.

This clause doesn’t apply if you’re returning your device because you’ve cancelled your order. Those returns are covered by clause 2.11.

2.5. Who do I Talk to About my Finance

Contact Buyline directly on hello@buyline.co.uk or 03330 230 134, or Affirm through https://help.uk.affirm.com/contact-us or on 0800 014 8879, if you have any questions or complaints in relation to:

i) Finance Agreement

ii) Account Balance

iii) Changing Payment Date

iv) Missed Payments

v) Remaining Payments on Account

vi) Financial Difficulties

vii) Debt Letters or Correspondence

Grade Mobile will not be able to support any queries in relation to the finance of your device.

2.6. Who do I Talk to About my Device

i) Delivery of the Device

ii) Device Quality

iii) Functional Issues

iv) Damage to the Device

v) Repairs or Replacements

vi) Lost or Missing Device

vii) Warranty Claims

viii) Returning your Device

2.7. Support for Vulnerable Customers

Our Customer Service teams will support vulnerable customers throughout the customer journey. This involves flexible communication methods, such as phone, e-mail. We offer tailored support for customers who may not be able to communicate on the phone, such as using UK Relay for phone calls, or using alternative means of communication such as e-mail. We also try and make our customer contract and terms & conditions simple and jargon-free.

2.8. Rejection of Your Order

We may contact you to say that we do not accept your order. This is typically for the following reasons:

i) the goods are unavailable;

ii) the order would exceed our limits on the number of devices per customer or per household;

iii) lender declines to provide finance; or

iv) there has been a mistake on the pricing or description of the goods.

2.9. Delivery of the Device

Your device will be delivered to you free of charge by Royal Mail. It will typically take 48 hours to arrive at your door. In some cases, it may take up to 7 calendar days for your device to be delivered. Your confirmation e-mail will tell you the expected delivery date.

If we are unable to deliver your device within 14 days of the expected delivery date stated in your confirmation email, we will let you know in advance. You can then either wait for the delivery or cancel your order and receive a full refund.

Once you have been handed the device, it becomes your responsibility to ensure the device is not damaged, lost, or stolen. Please make sure you read your contract to understand your responsibilities and obligations.

2.10. Delivery Disputes

In the case of a postal dispute, where the device we sent you has been recorded as delivered but you have not received the device, Grade Mobile reserves the right to investigate as to the location of the device. While we investigate, we will ask your finance provider not to take your first monthly payment. If it is discovered, following an investigation by Grade Mobile, that the device had been delivered to the correct address, you will remain responsible for all payments under your credit agreement. If the investigation shows that the device was not delivered to the correct address, or the device is confirmed as lost by the courier, we will either send you a replacement device or cancel your order, in which case any payments you have made will be refunded through your finance provider.

2.11. Your Right to Cancel

There are two separate agreements involved in your Pay Monthly purchase: your agreement with us for the supply of the device, and your credit agreement with your finance provider (Buyline or Affirm). Each carries its own, separate right to cancel.

2.11.1. Cancelling Your Agreement with Us (Supply of the Device)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a legal right to cancel your agreement with us within 14 days of your order being accepted. We have extended this to 30 days. If you cancel within this period, you must return the device in the same condition as you received it. You may be liable for any damage or wear.

You can tell us you wish to cancel by phone, e-mail, or letter. We may ask for your confirmation e-mail as proof of your order.

2.11.2. Withdrawing from Your Credit Agreement

Separately, your credit agreement with Buyline or Affirm carries its own right of withdrawal under the Consumer Credit Act 1974. This is typically a statutory 14-day right to withdraw, beginning on the day after the day on which the credit agreement was executed. This right belongs to you and your finance provider - we do not provide this right, and we cannot vary, limit, or extend it. Please refer to your credit agreement, or contact your finance provider directly, to understand the time limit that applies, how to exercise this right, and what withdrawing means for any payments you have already made.

If you are a Buyline customer and you withdraw from your credit agreement without cancelling your agreement with us, you keep the device and must repay the credit to Buyline within 30 days of telling them you are withdrawing. You do not need to return the device to us.

2.11.3. If You Cancel One but Not the Other

Cancelling your agreement with us will automatically cancel your credit agreement with your finance provider. We will let your finance provider know, but we recommend that you also contact them to confirm. Once you have cancelled your agreement with us, you will need to return your device as described in “Returning Your Device to Us”. Any refund due to you under your credit agreement will be handled by your finance provider in accordance with your credit agreement. Withdrawing from your credit agreement on its own does not cancel your agreement with us (see above).

If you have ordered a new device, you must not break the seal. Breaking the seal will make you liable for the fee stated in your contract.

If you are unsure about your return rights, please contact us before returning your device.

2.12. Returning Your Device to Us

2.12.1. How to Return Your Device

You can request a prepaid envelope from us, which will include packaging and a prepaid Royal Mail shipping label, so your return is free of charge. Alternatively, you can generate and print a free returns label at https://www.royalmail.com/track-my-return/create/3507. Your device must be returned within 14 days of us confirming your return request, typically by e-mail confirmation from our Customer Service department

2.12.2. Responsibility While the Device is in Transit to Us

We provide this free return service for your convenience. It does not amount to any acceptance of liability if the device is lost in transit, and you remain responsible for the device until it is received back at our premises. This means you should choose a postal service with enough cover. This mirrors the position at clause 2.10: we accept responsibility for the value of your device. We are not responsible if the device is lost in transit loss while a device is in transit to you, because we are in possession of it and control how it is sent; the same principle applies in reverse when you are the sender, unless this is due to something we have done wrong returning a device to us.

2.12.3. Selecting the Right Level of Cover

You should choose postal cover that is suitable for appropriate to your device's value. Our prepaid envelope provides a tracked Royal Mail 48-hour service with compensation of up to £150 if the device is lost in transit. This level of cover is only suitable if your device is worth £150 or less. Royal Mail does not accept claims under the standard 48-hour service for items valued above £750, regardless of the £150 compensation limit headline figure.

If your device is worth more than £150, you should arrange Royal Mail Special Delivery or another service with sufficient cover, at your own cost. It is your responsibility to select the appropriate level of cover; we accept no responsibility for shortfalls arising from inadequate cover that you selected or failed to arrange.

2.12.4. If the Device is Lost in Transit

We accept no responsibility for devices that were lost in transit where you are the sender. In addition:

• If you are exercising your 30-day right to return and the device is lost in transit, you will be charged a non-return fee. This fee will be stated in your contract with your finance provider. Your contract will still be cancelled.

• If you are a Buyline customer sending your device to us to sell it and the device is lost in transit, no sale will take place and we will not pay anything for the device. You will need to pay the Final Payment to Buyline.

• If you are a Buyline customer sending your device to us for a repair and the device is lost in transit, you will remain responsible for your monthly payments and the Final Payment to Buyline.

• If you are an Affirm customer returning your device at the end of your agreement and the device is lost in transit, you will be charged our non-return fee. Your agreement with us will still end, so you will not be required to make any further payments to us.

• If you are an Affirm customer returning your device for a repair and the device is lost in transit, you will be charged our non-return fee. Your agreement with us will be cancelled, so you will not be required to make any further payments to us.

Note: If you purchased insurance for your device, you may be able to claim on your insurance if the device is lost in transit. The insurer may cover the cost of your non-return fee. Check your terms with your insurance provider to see your coverage.

2.13. Returning a Device: Data Wiping Requirements

It is essential that you remove all personal data from the device before sending it back to us, this includes:

i) your passcode / pin lock / other enabled security;

ii) your Face ID;

iii) your iCloud account;

iv) your sim card; and

v) your personal data.

Failure to remove data or log out of any personal accounts may result in us:

i) contacting you to remove this information from the device

ii) sending the device back to you so you can remove this data or personal accounts.

For returns, if after 14 days of receiving your device, it has not been possible to remove all personal data and/or accounts, you will be charged a Grade E repair fee for the device. The cost of this repair is stated in your contract.

If you are a Buyline customer selling your device to us and it has not been possible to remove all personal data and/or accounts within 14 days, your device will be graded E and we will pay 10% of your Final Payment.

For upgrades, you will not be eligible for an upgrade until the device has been data-wiped and all accounts removed.

2.14. Return Assessment

When we receive back the device, it will be assessed This will involve:

• Verifying the Device against the GSMA Register for blacklisting, account locks, and history;

• Checking the Device’s condition including (without limitation) the functionality, network, condition, battery health, third party parts, screen burns, and device specification.

• Checking that all personal data and iCloud locks have been removed.

We aim to carry out the assessment at on the same day as receipt of the device (excluding weekends and bank holidays), though this can take longer at busy times.

If you are an Affirm customer and you return the device broken, faulty, or damaged at the end of your agreement, you will have to pay a repair fee. If you are a Buyline customer selling your device to us, any damage will instead reduce the price we pay (see clause 2.4.3). You are not penalised for cosmetic or battery wear.

2.15. Changes to Your Order

If you wish to change your order, we advise that this is communicated to us within the first 30 days of your agreement. We will then be able to cancel your contract and re-issue another agreement with more suitable terms. Grade Mobile reserves the right to reject any changes to your order beyond the 30 days right to return.

2.16. Device Warranty: Repair or Replacement

Your device will be covered by a warranty for the full duration of your contract (and beyond if you enter into a rolling contract with us at the end of your contractual term). Your warranty will only apply where the device has suffered from manufacturing defects, battery faults, or software issues. It will not apply where the device has suffered accidental damage, general wear and tear, water damage, or where you neglected or have misused the product outside of its intended purpose. Your warranty will also be voided if you have repaired the device using a third-party without first seeking approval from Grade Mobile.

If you wish to claim on your warranty, you will need to be up to date with your payments under the agreement. You will need to return your device to Grade Mobile and we will assess the condition of the device and whether you are covered under warranty. If you are covered, then the following options will be available:

i) You can ask that we repair your device; or

ii) You can ask for a replacement device.

For battery faults, you will not be able to claim a replacement device, but we will instead repair your device by replacing the battery. We may offer a replacement device at our own discretion if it is deemed that a battery repair would not be a suitable resolution.

If you are eligible for a replacement device, Grade Mobile will ensure that you are provided with the same make, model, condition, and storage size as your original device. We cannot guarantee it will be the same colour. Your replacement device will be a refurbished device of the same condition or better than your original device you have returned to us. The device will be fully functional without any component, battery, or software issues. Grade Mobile does not accept any responsibility for the loss of data, so please ensure to back-up your data prior to sending us your device.

2.17. Damaging your Device

If you damage the device through accidental damage, water damage, mistreatment of the device, or general wear and tear, you must return the device to Grade Mobile within 60 days of the damage occurring. We will repair the device and charge you an out-of-warranty repair fee for this service.

2.18. Insurance for Device

Our insurance provider is Bastion Insurance Limited (“Bastion”). You will be able to select insurance for your product during the check-out stages and will be directed to their own website for the transaction. Please refer to your insurance document for details of your cover level and specific terms. You can claim on your insurance to get your device replaced or repaired. Your replaced or repaired device will still be covered under warranty. Grade Mobile receives a commission payment from Bastion for each customer they onboard through our channels.

2.19. Disruptions to our Service

Any disruption to your mobile service, or to the delivery of your device, caused by an event outside our control will be resolved as soon as reasonably possible. We’ll contact you to try to minimise the interruption and help you resume using your phone as soon as possible. If the interruption is prolonged, you may be able to cancel your Grade Mobile Plan. You have legal rights where our service has not been delivered as described.

We may sometimes need to suspend our services to resolve technical problems or to implement important changes to comply with the law. If this is the case, we will contact you in advance to inform you of the suspension. In the case of an emergency disruption, we will inform you as soon as practicable. If we suspend our service for more than a few days, we will provide you with a refund for the days you were unable to use your Grade Mobile plan.

When our network is experiencing high demand or particularly high traffic, it may be the case that we need to decrease the speed of your mobile service. It could also mean that we may need to suspend or terminate your mobile service if we believe that the use of your network service is adversely affecting the network or other users.

2.20. Our Guarantees

All of our devices will have a battery health percentage of above 80%.

We will ensure that you receive a device that matches the condition or “Grade” you have selected on our website. For example, if you ordered a “Refurbished” device, you will receive a “Refurbished” device and not one of lesser quality or condition.

The delivery of your device is free of charge and will be delivered to your door within 14 calendar days. Should it take longer than 14 days to arrive, you may cancel your agreement with us.

2.21. Acceptable Use

Where Grade Mobile reasonably suspects a customer is using their Grade Mobile service in an illegal or unreputable manner, we reserve the right to cancel your contract immediately. This also includes any other actions which may cause harm, disrupt, violate, or infringe upon the rights of our customers, and any actions which cause harm our network or our customers. Our full Acceptable Use Policy is appended to the end of these Terms and Conditions. If we cancel your contract you will be liable for the duration of the minimum terms’ payments amount, plus non-return fees of the device.

2.22. Limitation of Liability

Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for any:

i) losses that were not foreseeable to you and us when the contract was formed;

ii) losses that were not caused by any breach on our part;

iii) business losses; or

iv) losses to non-consumers.

We shall also not be liable to you in respect of:

v) the loss, corruption or damage to any of your data or media stored on your Device. It is your responsibility to backup any of the data stored on it before doing so. We routinely wipe data from devices sent to us and do not offer a data recovery service;

vi) the loss of any accessories (including memory cards) sent to us with a device which were not meant to be included;

vii) any damage or loss to the device during delivery (where you are the sender);

viii) any failure of payment due to you providing incorrect bank details; or

ix) any failure of the device being returned to you because of incorrect address details.

2.23. Other Important Terms

We may transfer our rights and obligations under these terms to another organisation. You may transfer your rights only with our written consent.

SECTION 3: SIM PURCHASES - TERMS AND CONDITIONS

This section only applies to customers who have selected our SIM products. If you have selected any other product, this section will not apply to you and will not form part of your contract with us. Please refer to the correct section for your terms.

3.1. Your Payment to Us

You agree to make scheduled payments to us for the full length of your selected SIM package. This will typically be 12, 24, or 36 months, but we also offer a rolling 30-day SIM and other terms. Payments will automatically be taken each month from your nominated bank account. Where we are unable to take payment, we will try one reattempt at the payment in approximately three days later.

If you have selected a “bundle” product, meaning a device and SIM card, both of your payments for each of these products will likely be taken on the same day.

3.2. Payment Methods

We accept payment with the credit and debit cards that are listed on our website. We also offer credit arrangements with third-party credit providers.

3.3. Missed Payments

Timely payment is essential to ensure that you continue to receive our SIM services. We will contact you once you have missed one payment towards your agreement. Should you miss two monthly payments towards your SIM agreement, Grade Mobile will deactivate the network services provided by your SIM. You will still be charged whilst your SIM has been deactivated for your agreed contractual payments. You will regain access to your network services promptly (within 24 hours) once payment has been made to bring your account up to date.

Support will be available for vulnerable customers or those experiencing financial difficulties which is making their monthly payments difficult. We recommend that you contact us as soon as possible to highlight your circumstances so we can determine the best support measures to get your account back on track. Options available include the cancellation of your SIM package, token payments, or a payment plan.

3.4. Delivery of the SIM

Your SIM will be delivered to you free of charge and will typically take 48 hours to arrive. In some cases, it may take up to 7 calendar days for your SIM to be delivered.

3.5. Activating your Grade Mobile Plan

To activate your SIM and start using your Grade Mobile Plan, you first need to set up a payment method. You can add or manage your payments methods through the Grade Mobile website: subscriptions.grademobile.co.uk/customer/payment-methods. The price for your Grade Mobile Plan will be shown during the activation process.

3.6. 30 Day Right to Return

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a legal right to cancel this agreement within 14 days of receiving your confirmation e-mail. However, we have extended this to 30 days. You will be billed for ANY network usage regardless of your cancellation.

3.7. Early Termination (after 30 days)

If you want to end your SIM agreement after the 30-day right to return period but before the end of your minimum term, you can do so by contacting us. An early termination charge will apply. This will be no more than the monthly charges remaining for the rest of your minimum term, and your contract summary explains how it is calculated.

You will not have to pay an early termination charge if:

• we make a change to your contract that is not exclusively to your benefit and you end your contract within one month of us telling you about the change (see clause 3.19); or

• you are experiencing financial difficulty or other difficult circumstances and we agree to end your contract early (see clause 3.3).

If you switch to another mobile provider using a PAC or STAC code, your contract with us will end when the switch completes, and we will not charge you for any notice period after that date. We will tell you about any early termination charge when you request your code.

If you also have a Pay Monthly device with us, ending your SIM agreement does not end your device agreement or your credit agreement with your finance provider.

If you are on a rolling SIM, you may cancel your contract with us at any time. Your SIM will be cancelled at the end of your current monthly billing cycle. You will be charged for any usage until the end of your contract.

3.8. If We End Your Contract

We can end your SIM contract by giving you at least 30 days’ notice. We’ll send the notice by e-mail and it will tell you the date your contract ends.

If we do this:

• your minimum contract term ends on that date, so you won’t have to pay for any months that would have been left;

• you won’t be charged an early-termination fee or any other charge for the contract ending;

• you’ll only need to pay what’s already due, such as your monthly charge up to the end date and any usage, bolt-ons or other charges you’ve built up; and

• we’ll refund anything you’ve paid in advance for the period after your end date.

We’ll also tell you how to keep your mobile number if you want to move to another provider.

This is separate from clause 3.16 (Acceptable Use). If you have a device on a Pay Monthly agreement, it isn’t affected by us ending your SIM contract, and you’ll need to keep paying for it as normal.

3.9. Roaming Charges

You can find our roaming charges for EU and Non-EU countries here.

3.10. Changes to Your Order

If you wish to change your order, we advise that this is communicated to us within the first 30 days of your agreement. Grade Mobile reserves the right to reject any changes to your order beyond the 30-days.

3.11. Bolt-Ons

You can buy extra bolt-ons through your SIM portal found at subscription.grademobile.co.uk/my-mobile/dashboard. Any additional fees or bolt-ons will be shown in your portal and will be added to your monthly bill. Please note that additional terms might apply to bolt-ons; these will be shown in the portal before you buy the bolt-on.

3.12. 5G at Grade Mobile

All our plans now come with 5G at no extra cost. To Use 5G, your handset needs to be 5G-Enabled and you need to be in an area with 5G coverage. 5G availability is subject to handset model and location. Supported on Android and iOS devices running the latest software. You can use our coverage checker here subscription.grademobile.co.uk/our-sim-coverage.

3.13. Additional Fees

We charge additional fees for any usage outside of your Grade Mobile Plan (for example, international calls). You can find these additional fees here my.grademobile.co.uk/fees.

3.14. Disruptions to our Service

3.15. Emergency Calls

Please be aware that using an internet connection for emergency calls, for example through WhatsApp or Skype, may mean the emergency services cannot identify your location. You should use the normal voice phone service for emergency calls.

3.16. End of Contract: Options Available

At the end of your contract, you will have several options. You can cancel your SIM agreement with us, move onto a rolling contract on the same terms as your original agreement, or choose a different SIM package with us. We will contact you before the end of your contract to explain your options and guide you through the process.

You can also cancel your contract at the end of its period via the Grade Mobile Portal, or by contacting us by phone, text, or e-mail. We require 30 day’s notice to cancel. If you do not cancel your contract, you will be put onto a rolling contract on the same terms as your initial agreement. We will keep you on this rolling contract until we receive notification that you wish to cancel or upgrade with us.

3.17. Acceptable Use

Where Grade Mobile reasonably suspects a customer is using their Grade Mobile service in an illegal or unreputable manner, we reserve the right to cancel your plan immediately. This also includes any other actions which may cause harm, disrupt, violate, or infringe upon the rights of our customers, and any actions which cause harm our network or our customers. Our full Acceptable Use Policy is appended to the end of these Terms and Conditions.

3.18. Police Requests

We are obligated under the Investigatory Powers Act 2016 to provide customer information if requested by the UK Police. This means that your customer information will be shared with and immediately available to our MNO (mobile Network Operator ) who deals with police requests on our behalf. Grade Mobile will ensure to comply with any information requests within the required timeframe and only through the channels specifically created for MVNO police disclosures.

3.19. Blacklisting

Should you lose or have your device stolen whilst using one of our sims, we can blacklist the device within 1 working day. In order to use this service, you must supply the IMEI of the device and proof of ownership.

3.20. Annual Price Increases

If your monthly price will change during your minimum term, we will tell you the new price in pounds and pence, and the date it takes effect, before you agree to your contract. Each April, your monthly price will increase by £2.50. The exact prices and dates for your plan are shown in your contract summary and order confirmation.

We will not increase your monthly price in line with inflation (such as CPI or RPI) or by a percentage.

If we want to make any other change to your price or your contract that is not set out in your contract and is not exclusively to your benefit, we will give you at least one month’s notice. You can then end your contract without paying an early termination charge within one month of our notice.

If you joined us before 17 January 2025, the price change terms in your original contract continue to apply.

3.21. Limitation of Liability

i) losses that were not foreseeable to you and us when the contract was formed;

ii) losses that were not caused by any breach on our part;

iii) business losses; or

iv) losses to non-consumers.

We shall also not be liable to you in respect of:

vi) the loss of any accessories (including memory cards) sent to us with a device which were not meant to be included;

vii) any damage or loss to the device during delivery (where you are the sender);

viii) any failure of payment due to you providing incorrect bank details; or

ix) any failure of the device being returned to you because of incorrect address details.

SECTION 4: REFURBISHED DEVICE PURCHASES - TERMS AND CONDITIONS

This section only applies to customers who have purchased a device from us. If you have a Pay Monthly agreement financed by Buyline, you have purchased a device. Existing Affirm customers hire their device from us, so this section does not apply to them. If you have selected any other product, this section will not apply to you and will not form part of your contract with us. Please refer to the correct section for your terms.

4.1. Why you Should Read These Terms

You should read these terms carefully as they form your contractual agreement with us when you purchase a refurbished device from us. Where you purchase using finance, the third-party lender's terms and conditions will also apply.

For businesses transactions, we have separate business terms and conditions that apply. You can request these terms and conditions by contacting us.

4.2. Ordering From Our Website

When you place an order on our website you agree to these terms and conditions, thereby creating contract between us. This contract is only formed at the end of your checkout journey, once we have accepted your order and provided a confirmation e-mail.

4.3. Rejection of Order

We may contact you to say that we do not accept your order. This is typically for the following reasons:

i) the goods are unavailable;

i) we cannot authorise your payment;

ii) where you purchase using finance provided by a third party lender, such lender declines to provide finance; or

iii) there has been a mistake on the pricing or description of the goods.

We will only accept your order when we email you to confirm this via a confirmation email. At this point

i) you will be bound by these terms and conditions (i.e. a legally binding contract will be in place between you and us); and

ii) we will dispatch the goods to you.

4.4. Your Right to Return

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a legal right to cancel this agreement within 14 days of your order being accepted.. If you cancel within 14 days, you must return the product in the same condition as you received it in. You may be liable for any damage or wear.

You can confirm that you wish to return the product by contacting us via phone, e-mail, or letter. We may require you to provide your confirmation e-mail as proof of purchase of the product.

Once we have received your device, you will be refunded your deposit and any payments you have made towards your agreement. This will typically be within 14 days of receipt of the returned device. Payment will be made to the same payment method used on the order. We reserve the right to withhold any refunds until we receive the device back.

If you have ordered a new device, you must not break the seal. By breaking the seal you will be liable for the fee stipulated in your contract for the broken seal.

If you are unsure about your return rights, please contact us before returning your device.

4.5. How to Return a Device

4.5.1. How to Return Your Device

4.5.2. Responsibility While the Device is in Transit to Us

We provide this free return service for your convenience. It does not amount to any acceptance of liability if the device is lost in transit, and you remain responsible for the device until it is received back at our premises. This mirrors the position at clause 4.8: we accept responsibility for loss while a device is in transit to you, because we are in possession of it and control how it is sent; the same principle applies in reverse when you are returning a device to us.

4.5.3. Selecting the Right Level of Cover

It is essential that you select postal cover appropriate to your device's value. Our prepaid envelope provides a tracked Royal Mail 48-hour service with compensation of up to £150 if the device is lost in transit. This level of cover is adequate only if your device is worth £150 or less. Royal Mail do not accept claims under the standard 48-hour service for items valued above £750, regardless of the £150 headline figure.

4.6. Returning a Device: Data Wiping Requirements

It is essential that you remove all personal data from the device before sending it back to us, this includes:

iii) your passcode / pin lock / other enabled security;

iv) your Face ID;

v) your iCloud account;

vi) your sim card; and

vii) your personal data.

Failure to remove data or log out of any personal accounts may result in us:

i) contacting you to remove this information from the device

ii) sending the device back to you so you can remove this data or personal accounts.

If after 14 days of receiving your device, it has not been possible to remove all personal data and accounts, you will be charged a repair fee for the device. Your refund will be the price you paid us for the device minus the repair fee.

4.7. Return Assessment

When we receive back the device, it will be assessed This will involve:

• Verifying the Device against the GSMA Register for blacklisting, account locks, and history;

• Checking the Device’s condition including (without limitation) the functionality, network, condition, battery health, third party parts, screen burns, and device specification.

• Checking that all personal data and iCloud locks have been removed.

We aim to carry out the assessment at on the same day as receipt of the device (excluding weekends and bank holidays), though this can take longer at busy times.

If you return the device broken, faulty, or damaged, you will have to pay a repair fee, which will be deducted from your refund. You are not penalised for cosmetic or battery wear.

4.8. Delivery of the Device

Your device will be delivered to you free of charge by our courier. We aim to meet the delivery time chosen on our website, but they may be missed from time to time. If we are unable to deliver your device within 14 days of the expected delivery date stated in your confirmation email, we will let you know in advance. You can then either wait for the delivery or cancel your order and receive a full refund. Once the device shows as delivered by our courier, it becomes your responsibility.

4.9. Delivery Disputes

In the case of a postal dispute, where the device has been recorded as delivered but you have not received the device, Grade Mobile reserves the right to conduct a full investigation as to the location of the device. The customer may be responsible for the full cost of the device if it is discovered, following an investigation, that the device had been delivered to the correct address. If the investigation shows that the device was not delivered to the correct address, you will be refunded in full for your order. If the device is confirmed as lost or not received by Royal Mail, Grade Mobile will refund your order.

4.10. Damaged or Missing Devices

Where we deliver a device that is cracked, bent or damaged on receipt, or where the device was missing from the package, please contact us within 48 hours of receipt so that we can raise an investigation with the delivery courier. We may need you to provide a sworn statement to help us in the claim against the delivery courier. For security purposes, we can only send your replacement device to the original address entered on your order.

4.11. Purchasing on Finance

For Buyline and Affirm customer, refer to section 2.

We permit the use of the PayPal as a credit provider on our website. Using PayPal as a credit provider will mean that you are bound to a separate contract and terms & conditions for this credit agreement. We do not receive any type of payment or commission from PayPal.

4.12. Part Exchange

You may choose to pay for part of your purchase by part-exchanging your current device (also known as "trade-in"). If you choose this option, you will need to tell us about the device as part of your checkout journey, including its make, model, and overall condition. We will then provide an estimated valuation of your device, which will be deducted from the cost of your new device.

We reserve the right to reject or cancel your part-exchange application if any of the following circumstances apply:

i) We no longer accept the device you are trying to sell;

ii) There was a mistake in the quotation provided

iii) You are located outside of the geographical location we operate within (i.e. outside the UK).

4.12.1. Dispatch

Once you have completed payment, we will send you a confirmation e-mail with a prepaid envelope containing packaging material, sending instructions, and a prepaid Royal Mail shipping label. If you do not receive this pack within 3 working days, you may:

i) contact us at sell@grademobile.co.uk and we will send you a replacement pack.

ii) You can generate and print a Royal Mail shipping label by following this link: https://www.royalmail.com/track-my-return/create/3507 . This will be the same service as the shipping label provided in your pack, unless you have opted for Special Delivery during checkout.

iii) Refer to your confirmation e-mail for a QR code that can be scanned by the Post Office. This will be the same service as the shipping label provided in your pack, unless you have opted for Special Delivery during checkout.

Options (ii) and (iii) provide the same tracked service as the pack we send you, unless you selected Special Delivery at checkout. You must send us your part-exchange device within 14 days of receiving your confirmation e-mail.

4.12.2. What Happens If We Don’t Receive It

The valuation deducted at checkout is provisional until we have received, inspected, and confirmed your part-exchange device. If we do not receive it within 14 days, we will charge you the amount originally deducted from your purchase.

4.12.3. Risk During Transit

You remain responsible for your part-exchange device, and remain its owner, until it is received at our premises. We provide the prepaid envelope and shipping label as a convenience; doing so does not make us responsible for the device while it is in the carrier's possession, does not make the carrier our agent, and does not amount to acceptance of the device.

4.12.4. Carrier Cover Levels

The standard tracked service included in your prepaid pack provides Royal Mail compensation of up to £150 if your device is lost in transit. This level of cover is only suitable for devices valued at £150 or less.

If the valuation deducted at checkout is more than £150, you must use Royal Mail Special Delivery instead of our prepaid envelope. Royal Mail does not accept claims above £150 under the standard tracked service, regardless of the device's actual value, and will not consider claims at all where the value exceeds £750.

4.12.5. Your Responsibility

It is your responsibility to select a cover level appropriate to your device's value. If you select standard cover for a device worth more than £150, or fail to select any cover level, we accept no responsibility for any shortfall between the compensation Royal Mail pays and your device's actual value.

4.12.6. If Your Device is Lost

If your part-exchange device is confirmed lost in transit by Royal Mail, the amount deducted at checkout will still be charged to you in accordance with clause 4.11.2, as we have not received the device against which that deduction was made. We will support you in submitting a claim to Royal Mail using the tracking information from your label; any compensation Royal Mail pays is between you and Royal Mail and separate from the amount charged under this clause.

4.12.7. Data Wiping Requirements

All personal data, including any iCloud accounts, must be removed from the device before it is sent to us. Failure to do this will mean we cannot accept the device, and you will be charged the amount deducted at checkout.

4.12.8. Disagreement in Device Condition or Valuation

If we receive your device and, after an inspection from our technicians, it is shown to be in worse condition that originally stated, we will:

i) Reassess the value of the device based on its condition and provide a second valuation

You will then have the choice of:

i) Accepting the lower valuation and paying the difference between the original and lower valuation; or

ii) Pay the full price of the new device and have your trade-in device returned to you. Your device will be returned within 7 calendar days; or

iii) Cancel the order. We will send you a prepaid envelope for the return of your purchased device. Your order will remain active until the device has been returned. Failure to return within 7 days will mean that the order remains active and is not cancelled; you will therefore keep the device and receive no refunds. We may also charge you for the any outstanding costs associated with your part-exchange device (for example, if this was returned to you after the second valuation, or the difference in price between the first and second valuations).

4.13. Device Warranty: Repair or Replacement

Your device will be covered by a warranty for a full 12 months from the date of your confirmation e-mail. Your warranty will only apply where the device has suffered from manufacturing defects, battery faults, or software issues. It will not apply where the device has suffered accidental damage, general wear and tear, water damage, or where you have misused or neglected the product outside of its intended purpose. Your warranty does not cover changes in manufacturer policy that may affect the performance or functionality of the goods, including (but not limited to) policy or software updates. Your warranty will also be voided if you have repaired the device using a third-party without first seeking approval from Grade Mobile.

If you wish to claim on your warranty, you will need to return your device to Grade Mobile and we will assess the condition of the device and whether you are covered under warranty. If you are covered, then the following options will be available:

iv) You can ask that we repair your device; or

v) You can ask for a replacement device.

vi) Refunds are only available within the first 30 days, or if we have provided 2 failed repairs/replacements as per the consumer rights act.

For battery health issues, you will not be able to claim a replacement device, but we will instead repair your device by replacing the battery.

If you are eligible for a replacement device, Grade Mobile will provide the same make, model and storage size as your original device. We cannot guarantee it will be the same colour. Your replacement device will be a refurbished device in the same or better condition than the original device you returned to us. The device will be fully functional and free from component, battery or software issues. Grade Mobile does not accept responsibility for loss of data, so please back up your data before sending your device to us. The replacement device will be covered for the remainder of your 12-month warranty.

4.14. Insurance for Device

Our insurance provider is Bastion Insurance Limited (“Bastion”). You will be able to select insurance for your product during the check-out stages and will be directed to their own website for the transaction. Please see insurer for full details. If you claim on your insurance to get your device replaced or repaired. Your replaced or repaired device will still be covered under warranty.

4.15. Our Guarantees

All of our devices will have a battery health percentage of above 80%.

We will ensure that you receive a device that matches the condition or “Grade” you have selected on our website. For example, if you ordered a “Grade B” device, you will receive a “Grade B” device and not one of lesser quality or condition.

The delivery of your device is free of charge and will be delivered to your door within 7 calendar days. Should it take longer than 7 days to arrive, you may cancel your agreement with us.

4.16. Acceptable Use

4.17. Our Responsibility for Loss or Damage

We are responsible for foreseeable loss or damage due to breach of contract or lack of reasonable care. We are not liable for business-related losses.

4.18. Limitation of Liability

i) losses that were not foreseeable to you and us when the contract was formed;

ii) losses that were not caused by any breach on our part;

iii) business losses; or

iv) losses to non-consumers.

We shall also not be liable to you in respect of:

i) the loss, corruption or damage to any of your data or media stored on your Device. It is your responsibility to backup any of the data stored on it before doing so. We routinely wipe data from devices sent to us and do not offer a data recovery service;

ii) the loss of any accessories (including memory cards) sent to us with a device which were not meant to be included;

iii) any damage or loss to the device during delivery (where you are the sender);

iv) any failure of payment due to you providing incorrect bank details; or

v) any failure of the device being returned to you because of incorrect address details.

4.19. Other Important Terms

We may transfer our rights and obligations under these terms to another organisation. You may transfer your rights only with our written consent.

SECTION 5: TRADE-IN - TERMS AND CONDITIONS

This section only applies to customers who are selling a device to us through our recycling, trade-in or buyback service. If you have selected any other service, this section will not apply to you and will not form part of your contract with us. Please refer to the section that applies to your product or service.

If you are a Buyline Pay Monthly customer selling your device to us at the end of your agreement, the terms in Section 2 (clause 2.4.3) apply instead of this section.

5.1. Why you Should Read These Terms

You should read these terms carefully as they form your contractual agreement with us when you sell your device to us.

5.2. How to Sell Your Device to Us

You will need to provide us with the following information for us to provide you with an initial valuation for your device:

i) Make and Model

ii) Network

iii) Condition

iv) Storage Capacity

v) Any other information that may be requested

We will also require your basic details as well as bank account sort code and account number in order to process the transaction.

5.3. Rejection of Your Application

We may reject your application to sell your device to us if:

iv) We no longer accept the device you are trying to sell;

v) There was a mistake in the quotation provided

vi) You are located outside of the geographical location we operate within (i.e. outside the UK).

5.4. Our Website Valuation of Your Device (“Up-to Value”)

Based on the information you provide to us; we will provide you with an initial valuation or “Up-to value” based on the below parameters:

i) Great - No scratches or damage (even light screen scratches), Battery health above 90%

ii) Average - Minimal scratches or damage (no cracks or dents), Battery health above 85%

iii) Poor - Visible/heavy scratches (no cracks or dents), Battery health above 85%

iv) Broken - Reviewed upon inspection

This is a provisional valuation that is not legally binding for either party. You are under no obligation to accept our Up-to Valuation at this stage and can choose not to sell us the device if that is preferred.

By completing your sale request, you confirm that you have the right to sell the device; there is no outstanding finance tied to the device; and that the information you provide in respect of your device is accurate to the best of your knowledge.

5.5. Comparison Website Valuation of Your Device (“Up-to Value”)

Based on the information you provide to comparison sites; your device will be categorised as:

i) Working: the device is largely functional.

ii) Broken: the device is not functional.

You will be provided with an initial valuation or “Up-to value” of your device based on the information you provide to the comparison site.

This is a provisional valuation that is not legally binding for either party. You are under no obligation to accept the initial valuation quote at this stage and can choose not to sell us the device if that is preferred.

5.6. Acceptance of Your Device

Your request to sell your device will be accepted by us, and a contract formed, once we have reviewed your application and sent you a confirmation e-mail. Please note that at this point, the initial valuation is not legally binding; this will not be agreed to until we have completed our own internal checks on the device to confirm its particulars, and condition. You will have an option to reject the agreement if we provide a lower valuation after completing our checks.

We reserve the right to reject or cancel any application if any circumstances under section 5.3 apply.

5.7. Sending Us Your Device

5.7.1. Dispatch

After receiving our confirmation e-mail, we will send you a prepaid envelope containing packaging material, sending instructions, and a prepaid Royal Mail shipping label. If you do not receive this pack within 3 working days, you may:

I) contact us at sell@grademobile.co.uk and we will send you a replacement pack.

II) You can generate and print a Royal Mail shipping label by following this link: https://www.royalmail.com/track-my-return/create/3507 . This will be the same service as the shipping label provided in your pack, unless you have opted for Special Delivery during checkout.

III) Refer to your confirmation e-mail for a QR code that can be scanned by the Post Office. This will be the same service as the shipping label provided in your pack, unless you have opted for Special Delivery during checkout.

Options (ii) and (iii) provide the same tracked service as the pack we send you, unless you selected Special Delivery at checkout.

5.7.2. When a Contract of Sale Is Formed

Sending us your device is an offer to sell, not a completed sale. No binding contract to purchase your device is formed, and no payment obligation arises, until we have received, inspected, and graded the device and confirmed a final offer, which you have accepted and been paid for. Until that point, the device remains your property.

5.7.3. Risk During Transit

You are responsible for the device until it is received at our premises. Because no sale has yet been agreed, you remain the owner of the device while it is in transit to us, and you bear the risk of loss, theft, or damage occurring before it is received at our premises. We provide the prepaid envelope and shipping label as a convenience; doing so does not make us responsible for the device while it is in the carrier's possession, does not make the carrier our agent, and does not amount to acceptance of the device or any liability for its loss.

5.7.4. Carrier Cover Levels

If, based on the valuation shown to you when you requested your prepaid pack, your device is worth more than £150, you must use Royal Mail Special Delivery instead of our prepaid envelope. Royal Mail does not accept claims above £150 under the standard tracked service, regardless of the device's actual value. Royal Mail standard tracked service will also not consider any claims where the value of the device is above £750.

5.7.5. Your Responsibility

5.7.6. If Your Device is Lost

If your device is confirmed lost in transit by Royal Mail, we will support you in submitting a claim to Royal Mail using the tracking information from your label. Any compensation for the loss of your device is a matter between you and Royal Mail under their terms of carriage; we are not a party to that claim and do not guarantee its outcome. As no sale has been agreed, we owe you no payment for the device itself.

5.8. Data Wiping Requirements

It is essential that you remove all personal data from the device before sending it to us, this includes:

i) your passcode / pin lock / other enabled security,

ii) your Face ID,

iii) your iCloud account,

iv) your sim card,

v) your personal data,

Failure to do so will mean your device will be quarantined for 14 days, during which time you will need to verify that you are the true owner of this device. If after 14 days your device has not been verified, we will recycle or destroy the device.

Our customer service department will contact you to verify you are the owner of the device.

5.9. Internal Check of Your Device

Before we can pay you for the device, we need to check to ensure that the condition of the device matches what you have put in your application (and what the original valuation is based upon). This will involve:

i) Checking that your Device make and model matches the description you provided in your sale request;

ii) Verifying your Device against the GSMA Register for blacklisting, account locks, and history; and

iii) Checking your Device’s condition including (without limitation) the functionality, network, condition, battery health, third party parts, screen burns, device specification, and background.

iv) Checking that all personal data and iCloud locks have been removed.

We aim to carry out the assessment at on the same day as receipt of the device (excluding weekends and bank holidays), though this can take longer at busy times.

Where your Device is received more than 14 days after your confirmation e-mail is sent, we may reassess the up to valuation based on current market conditions.

5.10. Reassessed Valuation

Based on the internal check of your device, we may:

i) Offer you a reassessed valuation based on the actual condition of the device;

ii) Confirm your initial valuation or “Up-to Value” as correct; or

iii) Reject your device for the reasons mentioned in paragraph 5.3.

If you are offered a reassessment, you may reject the reassessed valuation and cancel the contract with us. You will then be sent back your device at no charge. In order to cancel the contract, you must inform us by cancellation through our portal (your quotation notification will contain a portal link to officially respond), within 48 hours of the reassessed valuation.

If you accept the reassessed valuation, or do not respond within 48 hours of receiving it, we shall make payment for your device to your nominated bank account. At this point, your device becomes the property of Grade Mobile, and you will not be able to cancel your agreement, nor recover the device.

If you reject our reassessed valuation, we may at our discretion, offer you a third valuation for your device. This will be offered within 48 hours of you rejecting the reassessed valuation.

5.11. Lost, Stolen & Blacklisted Devices

We do not accept lost, stolen, or blacklisted devices under any circumstances. If your device is found to be lost, stolen, blocked, barred, or has an activation lock (such as iCloud or passcode restrictions), we will place it in a 14-day security hold for investigation.

To reclaim your device, you must provide valid proof of ownership within 14 days. Acceptable evidence includes:

• A valid purchase receipt from an authorised retailer, or

• A network provider confirmation confirming your ownership of the device.

If you successfully verify ownership and remove any locks remotely, we will proceed with processing your device.

If proof of ownership is not provided within 14 days, we will be required to follow regulatory guidelines, which may include reporting the device to relevant authorities or legally disposing of it. No payment or reimbursement will be made for blacklisted devices.

If a device is deemed to be brand new upon receipt, we will place it on a 14-day hold to conduct additional blacklist and ownership checks. This precaution helps ensure the device is not linked to fraudulent activities.

If you request your device to be returned while under investigation, we may apply an administrative handling fee of £25 to cover processing and security checks.

5.12. Payment for your Device

You will generally be paid for your device to your nominated bank account within 24 working hours of:

i) Our acceptance of your original valuation as accurate

ii) Your acceptance of your second valuation

Alternatively, you will automatically be paid after 48 hours of us providing your second valuation but receiving no response

In some busier periods, it may take up to 72 hours for you to be paid. We do not accept any liability if you do not receive payment due to providing us with incorrect bank account details.

Once you receive payment, your device becomes the property of Grade Mobile, and you will not be able to cancel your agreement, nor recover the device.

5.13. Payment Failure

If you have accepted our quote and sent us your device, but we cannot make payment as incorrect bank details were provided, we will attempt to contact you via e-mail in order to get your correct details. Payment will be made within 1-2 working days of your updated bank details being received.

Should you be unreachable or not respond to our correspondence, we will hold your device in quarantine for one month. After which point it will be recycled. You will still be able to claim payment for the device for up to 12 months, starting from the date the device was received by us. We may need to request some information to prove that it is your device before making payment.

5.14. Right to Cancel

You can cancel your agreement in any of the following circumstances:

i) You have not yet sent us your device and have only received an original valuation & confirmation e-mail.

ii) You have sent us your device but have rejected the second valuation after we conducted an internal check on the condition of the device

5.15. Returning your Device

If you decide to reject your valuation and we hold your device, we will send your device back to your nominated address, as stated on your order, by Royal Mail. It will typically take 72 hours to arrive at your door. In some cases, it may take up to 7 calendar days for your device to be delivered. We reserve the right to charge a reasonable fee for the return delivery.

5.16. Returns: Delivery Disputes

In the case of a postal dispute, where the device has been recorded as returned to you, but you have not received the device, Grade Mobile reserves the right to conduct a full investigation as to the location of the device. The Company will not be held liable for any costs if, following a joint investigation between Royal Mail and Grade Mobile, it is shown that the device had been delivered to the correct address.

If the investigation shows that the device was not delivered to the correct address, you will be paid the original valuation price for the device. If the device is confirmed as lost or not received by Royal Mail, you will be paid the full valuation price for the device.

5.17. Limitation on our liability

x) losses that were not foreseeable to you and us when the contract was formed;

xi) losses that were not caused by any breach on our part;

xii) business losses; or

xiii) losses to non-consumers.

We shall also not be liable to you in respect of:

ii) the loss of any accessories (including memory cards) sent to us with a device which were not meant to be included;

iii) any damage or loss to the device during delivery (where you are the sender);

iv) any failure of payment due to you providing incorrect bank details; or

v) any failure of the device being returned to you because of incorrect address details.

5.18. Third party rights

No one other than a party to this contract has any right to enforce any term of this contract.

5.19. Changes to our terms

We reserve the right to alter these terms, our prices and any other part of our site at any time. Any alterations will be posted to our site.

Appendix 1: Grade Mobile Acceptable Use Policy

References: Grade Mobile Privacy Policy

APPENDIX 1

ACCEPTABLE USE POLICY

We want to ensure that all our customers have fair access to the same level of service, which is why Grade Mobile customers have certain obligations when using our services. These require you to ensure that your use of our services is only for private and personal use and not for any business purposes (unless you have a business account with us). The obligations also look at your roaming use when roaming aboard, age restricted services, and adherence to UK law.

Our Acceptable Use Policy will outline your obligations and the consequences of failing to adhere to them. This Policy forms part of your Terms and Conditions.

Your obligations

1. Personal use

Your Grade Mobile service should only be used for private and personal use. No customer should use our service for business purposes unless they have a business account with us.

2. Age Restricted Services

If you are below the age required to access age-restricted services, then you must not access these services. No customer should be sharing content from age restricted services to another person below the legal age to view that content.

3. Adherence to UK Law

Your use of our services must follow UK Law. You must not send, upload or download any message, text, video, or upload the same to the internet if it is offensive, threatening or abusive, obscene or menacing, or a nuisance. You must also not use our services for any fraudulent purposes, including the fraudulent resale of our devices or services. We reserve the right to take appropriate action to stop such resale.

The list above is not exhaustive; any unlawful behaviour which is committed through or on our services will be in breach of the Acceptable Use Policy.

4. Blackbox Restrictions

Customers must not use our service to “hide” their mobile phone number and make it appear that a call is coming from a landline. We reserve the right to take appropriate action to ensure that this activity ceases.

5. Roaming in the EU and selected destinations

As customers of Grade Mobile, we ask that you consider your obligations around the usage of our roaming service in the EU and other selected destinations outside of the UK. These obligations require you to ensure that the use of our service be restricted to either private, personal, and non-commercial purposes (unless you have a business plan).

As an example of our roaming limits, if you’re on our 100GB plan, you will have a 20GB limit of roaming usage. Once you reach this limit, you’ll be charged at the out of bundle rate. There will be a £20 cap on any out of bundle charges. If you reach this £20 cap, you will be unable to continue using your network service until your allowance has been restored in the following month.

You can find our Roaming charges here. Roam-like-home (RLH) permits 2 hours of calls without you incurring additional charges.

Please note 5G services are subject to availability and is not currently available when roaming outside the UK.

Things you should avoid:

For us to provide the best and fairest possible service to our customers, we ask that you avoid doing the following activities which may breach the Acceptable Use Policy:

- use our service for the first time outside of the UK;

- use a large volume of your allowance (either texts, calls, or data) in the EU or other selected countries outside of the UK; and

- use our services in the EU or other selected countries outside of the UK for prolonged periods of time. If you use our services outside the UK in the EU and our other selected destinations for 63 or more days in any four-month period and you cannot demonstrate prevailing use or presence in the UK this is likely to be deemed to be an unfair use of our services. When this happens charges will apply, but we will always contact you 14 days before this time to make you aware of this. These charges will cease to apply when your behaviour is in accordance with this policy.

6. What happens if you fail to follow the Acceptable Use Policy?

To keep our service fair for all customers, if we reasonably suspect your use of our service is against the Acceptable Use Policy, then we reserve the right to take any appropriate action. This can include but is not limited to:

- Imposition of further charges;

- SIM Restrictions or Disconnection of SIM;

- Suspension of our service;

- Termination of your agreement with us;

- Investigation into your usage; and

- Prevention of any further services or packages being offered.

7. Our Responsibilities

We will notify you if this Acceptable Use Policy changes.

We also will ensure to comply with any reasonable instructions from our Mobile Network Operator Enabler in relation to the Acceptable Use of their service.