Tesco Mobile Bill Pay Terms & Conditions

Bill Pay Terms and Conditions for Customers from 28 Sept 2023

The following terms and conditions of the Bill Pay service (the Service) are in addition to and form part of the General Terms and Conditions of the Tesco Mobile Services which are available at www.tescomobile.ie/about-us/terms/tcs-general.aspx. In the event of any conflict the terms and conditions below shall prevail.

Note that capitalised words have the same meaning as those specified in the General Terms and Conditions.

All Bill Pay price plans from Tesco Mobile are subject to a Minimum Term Contract and provide an allowance of voice, text and data determined at point of purchase and as agreed to and detailed on your Contract Form and Contract Summary.

1. Preconditions
   Before we can provide you with the Service, you will need to:
• 1.1 Complete our application process and provide us with any information which we reasonably ask for.
• 1.2 A credit score assessment is undertaken as part of the application process – where a credit score is set on the account. This information provides the basis upon which a Credit Limit is set.
• 1.3 Provide us with valid proof of identity and evidence that you are permanently living in the Republic of Ireland.
• Provide us with valid proof that you are aged over 18 years.
2. Fair Use Policies
• 2.1 Bill Pay Plans may include a limit /allowance on the volume of Services, including on-net and / or off-net minutes, texts and/or data, which can be used without extra charge. If a Fair Use Policy (FUP) applies to your Plan, these limits/allowances will be clearly detailed on our Bill Pay Plans page https://www.tescomobile.ie/Bill-Pay-Plans.aspx and the selected Plan allowance will be detailed in your Contract Form and Contract Summary. Charges for all Services in excess of any limits/ allowances will be charged at the rates set out in the Other Call Charges section of the website – see https://www.tescomobile.ie/help-centre/Your-Plan#
• 2.2 You can use your off net voice, text and / or data bundle allowances while roaming in the EU in the same way as you would use at home i.e. Roam Like At Home (‘RLAH’), however usage may be subject to a Fair Usage Policy (‘FUP’) and proof of stable links. Please refer to the General Terms and Conditions which details the Roaming Services terms including RLAH terms and any FUP. When roaming in the EU, on-net voice calls/texts are treated as off-net voice calls/texts and decrement your off-net allowance or are charged accordingly.
3. Services included in your allowance
• 3.1 Calls or Texts made or sent in Ireland or while roaming in the EU to:
• Standard Irish landlines;
• 08 numbers allocated to Irish mobile network operators.
• Send or receive intra-Union calls or text messages (i.e. from Ireland to Irish mobiles and or while roaming in the EU).
• For the avoidance of doubt this includes EU to EU communications while roaming in the EU.
• Data usage in Ireland and or while roaming in the EU (subject to the EU Roaming FUP).
• Calls to 1850, 1890, 0818 and 076 from 1 December 2019
4. Services not included in your allowance
• 4.1 Calls or Texts made or sent in Ireland or while roaming in the EU to:
• 4.1.1 non-geographic numbers (other than calls to 1850, 1890, 0818 and 076 from 1 December 2019) and free phone numbers;
• 4.1.2 any number ranges which Tesco Mobile reasonably believes are being used for call forwarding services, onward calling services or numbers that pay a revenue share;
• 4.1.3 premium rate and directory enquiries numbers where special charges apply;
• 4.1.4 any chargeable texts you receive;
• 4.1.5 international calls or texts from Ireland (to EU or non EU countries (unless an allowance is specifically provided as part of your plan which will be stated in your Contract Form and Contract Summary) or while roaming in the EU to non EU countries.
• 4.1.6 some specific numbers or ranges of numbers which we designate from time to time and which are listed on our Website.
• 4.2 Any calls or text made or sent while roaming in non EU countries will be charged at standard call rates – as set out in the Other Call Charges section of the website – see https://www.tescomobile.ie/help-centre/Your-Plan#
• 4.3 Minimum call charges may apply under some call types - see the Other Call Charges section referenced above which clearly details any Minimum call charges.
• 4.4 Data usage while roaming outside of the EU will be charged at International Roaming rates – see https://www.tescomobile.ie/roaming-and-international.aspx
• 4.5 All calls, texts and data usage outside of your allowance will be charged in accordance with our standard charges - as set out in the Other Call Charges section of the website – see https://www.tescomobile.ie/help-centre/Your-Plan#
• 4.6 We may set a credit limit on your account until you have established a good payment history with us or if you fail to pay your account on time. We may increase, decrease or remove your credit limit without notice. If you exceed the credit limit we set, we may suspend any or all of the Tesco Mobile Services you use until you have made a payment to your account. You should not use the credit limit for budgeting as the amount you owe is not capped or limited by any credit limit we set. You may contact Tesco Mobile’s Customer Care team on 1903 at any time to find out your then current credit limit and or modify the limit. See the following ‘Your Credit Limit Explained’ which provides further information as to how the credit limit is set https://www.tescomobile.ie/help-centre/Bill-Pay
5. Acceptable Use Policy
• 5.1 Bill pay Services are subject to our Acceptable Use Policy which prevents the use of the Services for the following:
• 5.1.1 for auto delivery, continuing or extensive call forwarding, telemarketing solicitation, polling, fax or voicemail broadcasting;
• 5.1.2 for commercial purposes;
• 5.1.3 in a way which we reasonably believe will adversely impact the Service, the Network or other users’ experience, including but not limited to hacking, spamming, denial of service or any fraudulent activities.
• 5.1.4 where any upper limits set out in the relevant Plan are exceeded.
• 5.2 We reserve the right to monitor your usage of the Service to ensure that use of the Service is not excessive or abusive, to manage the Network, to combat or prevent fraud or any security or vulnerability threats, and to ensure the Service can be enjoyed by all of our customers equally.
  If we reasonably determine that your use is in breach of our Acceptable Use Policy , we may do all or any of the following:
• 5.2.1 request you to moderate your use;
• 5.2.2 impose standard Charges in respect of your use;
• 5.3 Where breach of our Acceptable Use Policy is suspected, we will endeavour to contact you before taking action. In the case of severe and/or continuous abuse, as reasonably determined by us, we reserve the right to suspend your use of the Bill Pay Services or end our Agreement, having attempted to contact you first.
6. Picture and Video Messaging
• 6.1 A compatible handset is required to send picture and video messages
• 6.2 If you acquire a picture messaging handset from a non Tesco Mobile source you must inform your service provider in order for picture messaging to be set up on the Tesco Mobile network.
7. General Plan Provisions
• 7.1 Unused Plan allowances cannot be carried forward from one month to the next on any Plan. Existing customers transferring from one Plan to another will lose any accrued rollover allowance.
• 7.2 We will impose a maximum limit on your Account. The maximum limit does not apply to you if you are on a Plan that requires you to top-up in addition to your monthly subscription.
• 7.3 You may have up to five SIM Cards registered to each Account.
• 7.4 Your order or request for a SIM Card and, where applicable, a mobile handset is an offer to receive the Bill Pay Services from us. Nothing that we do or say will amount to any acceptance of your offer until we dispatch (in the case of sales via phone or online at our Website) or provide (in the case of in-store sales) the SIM Card and, where applicable, the mobile handset, to you, at which point a contract will be made between us. At any point up until then you may cancel your order or we may decline to supply the Bill Pay Services to you. If we decline to supply the Service and you have already paid for it, we will give you a full refund of any amount paid.
• 7.5 Monthly charges for your Plan will start when the SIM Card is activated. If purchasing the Service in a Tesco Phone Shop, your SIM Card will be activated automatically once placed in your phone. For all other sales, activation instructions will be provided to you with your SIM Card.
• 7.6 For orders placed via phone or online, your mobile handset, and where applicable your SIM card, will be dispatched by courier post to your billing address.
• 7.7 Whilst we make every effort to deliver your mobile handset, and where applicable your SIM card (where your order has been placed before 1pm) on the next working day after your online or phone order, we will not be held liable if we fail to do so in part or in full due to circumstances beyond our control. A signature will be required at delivery for orders that include a mobile handset. If this is required it will be explained to you before you place your order.
• 7.8 When the SIM card and where applicable, the mobile handset is delivered to you, risk of damage to or loss of them passes to you.
• 7.9 For Plans that include a mobile handset, up to two handsets and five Bill Pay accounts may be registered to each Tesco Mobile Bill Pay customer account. However, to ensure availability of our SIM Cards, customers are limited to ordering or purchasing a maximum of five SIM Cards per transaction.
• 7.10 Where SIM Cards and, where applicable, mobile handsets are dispatched separately, our acceptance of the order in respect of each item takes place when each SIM Card is dispatched.
• 7.11 If we are unable to supply the SIM Card and, where applicable, a mobile handset for any reason beyond our reasonable control, we will not be liable to you.
8. Minimum Term and billing dates
• 8.1 On the expiry of your Minimum Term, our Agreement will continue on a monthly basis until either of us decides to end our Agreement in the ways allowed in the Tesco Mobile General Terms and Conditions
• 8.2 Your first billing period may be shorter than one month in which case you will be charged pro-rata for the Services until the next billing date.
• 8.3 Any unused minutes, texts or data allowances will not be carried forward.
9. Call Charges
• 9.1 Bill Pay Services means any of the Services which are made available on the basis that they are paid for periodically rather than in advance. Where Plans include allowances for calls, texts or data up to a monthly limit, unused allowances cannot be carried forward from one month to the next unless expressly stated by us. In this context "monthly" or "month" means calls recorded by us within your monthly billing period, which may not equate to a calendar month. Generally, calls, data and texts will be set against applicable allowances in the order in which they are recorded by us. Certain types of calls, such as roaming calls may take longer to be billed.
• 9.2 You must pay your bill by the date stated on the bill.
• 9.3 You will be liable for all charges incurred by use of the Bill Pay Services under this agreement whether incurred by you or anyone else using your mobile phone (with or without your knowledge). You must pay the charges to us or as we direct.
• 9.4 The value of your usage outside your Plan is limited by TMI. The value at which this limit is set to is dependent on your billing payment history. You will be notified by text when you have reached 80% of this limit, and again at 100% of this limit. Upon reaching 100% of your limit your account will be restricted from making chargeable calls. When this happens you will need to call Customer Care and make a payment for the value of your usage to have the restriction lifted. Please note this can take up to 12 hours for normal service to be fully restored. TMI reserve the right to decrease a customer’s credit limit without notice.
• 9.5 We will also monitor usage of the Bill Pay Services via your account for the purpose of imposing your maximum Credit Limit, controlling our credit risk and your exposure to fraudulent usage. Your account will be assessed automatically at four hourly intervals. Therefore, any significant spend within a four hour period will not be detected until the next automatic check and no call restrictions will be applied during that time. You will be responsible for any spend that you incur beyond your usage limit before any call restrictions are imposed. If usage on your account reaches the maximum limit or gives us cause for concern we will attempt to contact you by text message or by calling your mobile phone. If we are unable to contact you we may have to restrict use of the Bill Pay Services on your mobile phone and/or we will have to suspend your Bill Pay Services. You will need to contact us before you can use any of the chargeable aspects of the Bill Pay Services.
• 9.6 If you wish to make international calls or use our international roaming service we may ask you to demonstrate a satisfactory billing history. Unless otherwise stated, if you use your mobile phone abroad (outside of the EU) you will be charged for usage.

1. Paying your bill
• 10.1 You can pay your bill by any MasterCard or Visa credit card, Laser debit card or Visa debit card. You can set up an automated recurring payment method to pay your monthly bill. Your credit/debit cards will be encrypted to minimise the possibility of unauthorised access or disclosure. All payments will be taken in Euros. If the amount to be paid or the payment dates change, we will notify you 14 days in advance of your account being debited.
• 10.2 You can also pay by direct debit, which can be set up when you apply for Bill Pay Services. You can cancel a direct debit at any time by writing to your bank or building society. Please also send a copy of the letter to us. 

Should the automated recurring payment method or direct debit fail on your account, you will be liable for any charges incurred by the bank and/ or Tesco Mobile (the fee is currently €10). Any such charges will be presented as ‘Refer To Drawer Fee’ on your next monthly bill.

• 10.3 If a direct debit payment fails, you must contact Customer Care and pay your bill by credit card or debit card. If direct debit payments continue to fail on a regular basis, we may suspend your use of the Bill Pay Services.
• 10.4 You must let us know if you change your name, address, telephone number or payment details or there are any changes to your bank account or payment card arrangements
• 10.5 We may require you to pay your charges by direct debit. If you are paying by debit/credit card you authorise the card company to disclose to us and, under strict obligations of confidentiality, to our sub-contractors and/or agents, details about your debit/credit card account in so far as is necessary in connection with your agreement with us and to inform us if your payment account is terminated or suspended at any time.
• 10.6 Your call history log will show what calls have been made through your account and the applicable charges (which are shown including VAT). A VAT invoice can be supplied on request. We may charge for this and if a charge applies, we will let you know the charge in advance.
• 10.7 All bills are issued and are accessible electronically via our Tesco Mobile App or via our website. Customers are notified by both email and sms when their bill is available and are directed to the app or to my.tescomobile.ie to view/access.
• 10.8 Bills will normally be available monthly, but we may bill you at any time. Your bill will consist of your monthly subscription charge and any calls, data or messages outside of your inclusive minutes, texts or data. You are responsible for the payment of all the charges that appear on your bill. Your bill will be itemised sufficiently so that you can check the accuracy of it.
• 10.9 We may also use and share your details for the collection of any debts owed on your account. This may include the use of debt collection agencies to collect debts on our behalf or may include the assignment of debts to a third party company. The assignment of debts will involve the sale of your account information and your personal data to a third party company.
• 10.10 A prepayment may be required for the device or price plan that is purchased. The prepayment will be held until the next bill cycle after the expiry of the prepayment period, after which time the prepayment is applied as credit on your account.

Effective date: 28^th September 2023