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Terms - Mobile

Terms and Conditions for Mobile Services.

These terms and conditions may change from time to time. The Consumer Terms and Conditions also apply.

  1. About
  2. Term
  3. Mobile Coverage and Services
  4. Roaming
  5. Security
  6. SIMcard
  7. Calling and TXT messages
  8. On Account – Specific terms
  9. Prepay Service – Specific terms
  10. Definitions

 1. About

If you take any Mobile Services with us, these terms and conditions will apply in addition to the Consumer Terms and Conditions. Other terms and conditions may also apply to the Mobile Services you choose, including Plan and offer terms and conditions.

 2. Term

 2.1 On Account Services:

  1. Fixed Term:  If you have signed up for a fixed contract term, you agree to receive the On Account Service(s) for at least the length of that fixed period. After the fixed period, we will provide the On Account Service(s) to you on a month by month basis until they are cancelled in accordance with this Agreement.  You agree to pay an early termination charge or transfer fee if you terminate the On Account Service, change to another Plan, or sign up for a new fixed term on your current Plan before the end of the fixed term.  Your fixed contract term will start from the date your On Account Service is connected, or from the date your connection is activated when switching your phone number from Prepay to On Account.
  2. Open Term: If you have not signed up for a fixed contract term, we will provide the On Account Services to you on a month by month basis until they are cancelled in accordance with this Agreement.

 2.2 Prepay Services:         

The term will start on your purchase or receipt of a Connection Pack or when your Prepay Account is activated when switching your mobile phone number from On Account to Prepay.

 3. Mobile Coverage and Services:

 3.1 The quality and coverage of the Mobile Services depends partly on your mobile device and partly on the Network.

 3.2 Coverage and Mobile Services can be adversely affected by radio interference, atmospheric conditions, geographic factors, Network congestion, maintenance, outages on other networks and provider sites, the configuration or limitations on your, or your intended recipient’s mobile device, or other operational and technical difficulties which mean that you may not receive some or all of the Mobile Services in certain areas or at certain times.

 3.3 Coverage and Mobile Services may also change with Network expansion or reconfiguration.

 3.4 We reserve the right to prioritise specific types of traffic over other traffic at times of congestion (and for limited time periods) where we consider there will be significant customer interest in the specific type of traffic and these actions are necessary to ensure customers receive an acceptable experience. 

 3.5 Voice messaging is part of the Mobile Services we provide. You are responsible for changing the PIN from the present number and setting your own PIN for the Voicemail service. You are responsible for all access into and out of the Voicemail service. We may limit the number and duration of messages that can be left on your Voicemail service. You are also responsible for setting your own password for access to any email services made available to you through the Mobile Services.

 3.6 You acknowledge that we do not support third party Voice over Internet Protocol (“VoIP”) and that we can provide no assurance that currently available access levels may be maintained.

 3.7 We can require you to stop using any SIMcard or mobile device immediately if we believe you have used it to spam others or if it is not approved by us for use on our Network or in connection with any of our Mobile Services.

 3.8 You must not use any mobile device which masks or in any way alters the true origination of any call or other transmission.

 3.9 When you are connected to our Mobile Services, your connection may have been programmed so that you are restricted from using overseas networks and from making international 0900 calls. If you would like to have the restriction removed, you should contact Customer Services. We may agree to remove the restriction after making credit status checks and we may ask you to pay a non-interest bearing deposit, or may impose a mandatory credit limit as security against any moneys you may owe us in the future.

 3.10 Features, and access to content on Mobile Services may vary between mobile devices. If you choose to use a mobile device that you have acquired from someone other than us, then we cannot guarantee that it will support all our Mobile Services.

 4. Roaming:

 4.1 You may be able to use your Mobile Services in other countries.  We call this “roaming”.

 4.2 If you are an On Account Mobile customer, for a list of eligible Plans, countries in which you can use roaming services, and our roaming charges, please see  The On Account Roaming Terms and Conditions will also apply.

 4.3 If you are a Prepay Mobile customer, for a list of eligible Plans, countries in which you can use roaming services, and our roaming charges, please see The Prepay Roaming Terms and Conditions will also apply.

 4.4 The terms and conditions on which you may use overseas networks will depend on the country you are visiting. The terms and conditions of those overseas network operators will apply in addition to ours.  You may also incur charges directly from the overseas network operator in addition to our Charges.

 4.5 Your ability to use roaming services may be subject to you meeting our credit criteria. A set-up fee may apply. We may also ask you to pay a non-interest bearing deposit or impose a credit limit or other restrictions.

 4.6 We may change our roaming Services and we will notify you of any changes on our Website.

 5. Security:

 5.1 You must keep your mobile device and SIMcard secure at all times.  We recommend that you use a PIN and other access code features provided with your mobile device, the SIMcard or the Mobile Services to ensure that only you are able to access and use the Mobile Services.

 5.2 If you are using a PIN on your mobile device and the PIN is entered incorrectly three times in a row, the SIMcard will automatically block. To unblock the SIM card you will need the PUK code, which you can get in the desktop version of My Vodafone.  You will be required to answer some security questions first. Entering the incorrect PUK code 10 times will permanently block the SIM and you will not be able to retrieve information stored on the SIMcard (such as phone numbers and TXT messages). You will then be required to purchase a new SIMcard which comes with a new PUK code.

 5.3 If your mobile device or SIMcard is lost or stolen, you must contact Customer Services immediately so that we can prevent the Mobile Services from being used.  This is important as you will be responsible for paying all Charges up until the time you let us know about the loss or theft, or will lose any Prepay credit used. We may charge you a replacement fee for a new SIMcard.

 5.4 We will not be responsible for any loss you suffer as a result of the loss, theft, damage to, or unauthorised use of your mobile device or SIMcard.

 5.5 We will not be responsible for any harm you suffer from a virus or other manipulating programme which infiltrates your mobile device, whether it was transmitted via the Mobile Services or otherwise.

 5.6 Some services are available via the internet or other systems operated by third parties and, although we will try to maintain the security of information, we cannot guarantee that information you receive or supply when using the service will be secure at all times. You acknowledge that we are unable to exercise control over, and make no representations or warranties concerning, the security or content of information passing over our Network, any systems operated by third parties and the internet.

 6. SIMcard

 6.1 Any Vodafone SIMcard provided to you will remain our property. You must return it to us in good condition when your Mobile Services end if we ask you to do so.

 6.2 The SIMcard can only be used for Mobile Services and must not be used in machine to machine equipment.

 6.3 You are responsible for all Charges and for calls made using the SIMcard issued to you until we deactivate the SIMcard. Removing the SIMcard from your mobile device will not deactivate the SIMcard.

 7. Calling and TXT messages:

 7.1 There is a one minute minimum charge for calls. All calls are rounded up and charged by the minute unless we tell you otherwise (e.g. if your call was for 1 minute and 40 seconds, you will be charged for 2 minutes).

 7.2 If you call a 0900, calling card access number, audio conference or any other special number you will be charged the rate as published by the telecommunications service provider of that phone number, plus for special numbers, your normal calling rate.

 7.3 Calls are charged at the rate which is applicable when the call is started.

 7.4 It is your responsibility to check what telecommunications service provider a particular number is with (i.e. whether an 021 number is with Vodafone). You can do this by TXTing the number to 300 (TXTs are free).

 7.5 A single text message has a limit of 160 standard characters. If you go over this, most devices will break the message into segments with a maximum length of 153 standard characters. You’re then charged your text message rate for each segment sent. Some character sets, such as non-English language keyboards as well as emojis and emoticons, have a 70 character limit per text message and 67 characters per segment. If your message contains special characters, such as emojis, your device may send it as a picture message, or as multiple text messages. If this happens, you’ll be charged for each of those text messages or picture messages. Some devices will also convert long text messages which only contain standard characters to picture messages and you will be charged accordingly.

 7.6 You will be charged the applicable Charge for each separate message sent (e.g. TXT, PXT, etc).

 7.7 Calls to 123 and any other service number for other Network Operators will be charged. Genuine calls to 111 are free.

 8. On Account – Specific terms:

 8.1 Your rights to suspend or cancel Mobile Services:

  1. You may temporarily suspend your On Account Mobile Service for a period of up to three months by calling Customer Services and giving us one month’s notice. There must be at least twelve months between the end of one suspension and the start of any further suspension. During the period of suspension you will not have access to the On Account Mobile Service.
  2. If you are in the fixed period of your contract when you suspend your On Account Mobile Service, the fixed period will be automatically extended by the length of time your account was suspended.
  3. A reduced minimum monthly plan charge will be payable during the suspension period. We will advise you what this charge will be when you request a suspension.

 9. Prepay Service – Specific terms:

 9.1 Prepay Plans:

  1. Money loaded on your Prepay account remains available for 365 days, or other timeframe as set out in the terms and conditions for your Prepay Plan (“credit expiry period”).  The minimum top up amount for your Prepay account is $20, unless we advise you otherwise on our Website.
  2. You must top up your Prepay account with the minimum amount required for your Base Plan.  If you do not, you will lose any accrued entitlements.
  3. You can change from one Prepay Plan to another where permitted, and a transfer fee may apply.  Credit in your Prepay account will be transferred to your new Prepay Plan and may be used to purchase your new Base Plan and any Extras, any remainder can be used until the end of your new credit expiry period.
  4. You will not be able to make calls (except 111, 0800), send TXT messages or use data when the credit on your Prepay account is zero, or has expired even if you are on a call. You will still be able to use any remaining entitlements until it expires on its renewal date, even though your Prepay account balance is zero.
  5. All monetary credit on your Prepay account is specific to your SIMcard and cannot be transferred. If you lose or damage your SIM card you will need to purchase a new one. You will lose any unused credit or entitlements in your Prepay account. 
  6. Base Plans and add-ons will renew as stated in the terms and conditions for these if you have enough credit in your Prepay account or until cancelled.
  7. For Base Plans and add-ons that renew each calendar month, if you purchase the item on the 29th, 30th, or 31st and the following month does not have that date in it, your renewal date will be moved, and will continue to renew on the date that it has been moved to. For example if you purchase a Base Plan on 31st August, it will renew on 30th of each month after that.
  8. If you do not have enough credit in your Prepay account when the Base Plan and/or add-on is due to renew, it will be placed on hold from the date it was to renew. Depending on the Base Plan you are on this may be either for up to 14 days, or until the next time you top up as set out in the Plan terms and conditions. You cannot use your add-on, or change the set-up of the add-on, while it is on hold. The add-on will be automatically reactivated and deducted from your Prepay account when you top up a sufficient amount, provided this top up also pays for any outstanding IOUs and other add-ons you subscribe to or have on hold. If your add-on is only due to go on hold for 14 days, and you do not top up enough during this time, your add-on will be removed from your Prepay account after 14 days.
  9. You will lose any entitlement under an add-on which you have not used at the end of the specified add-on period.
  10. If you cancel an add-on partway through a renewal period your add-on will continue to be active and you can still use it until it expires on its renewal date. You will not receive a credit of any kind.

Add-ons are non-refundable.

 9.2 Your rights to suspend or cancel Prepay Services:

  1. You may cancel your Prepay Services by allowing your Prepay account to become inactive or by Porting your mobile phone number to another telecommunications service provider.
  2. If you do not put any credit on your Prepay account in the first 24 months after purchasing your Connection Pack, your account will become inactive after 24 months.  Also, if you do not put any credit on your Prepay account for a period of 12 months since your last top-up, your account will become inactive after 12 months.
  3. If your Prepay Service become inactive:
    1. you will lose your allocated phone number;
    2. you will lose any credit in your Prepay account; and
    3. you will lose any names, numbers or other details stored on your SIMcard.
  4. Your Prepay Services will automatically end if you switch your phone number from Prepay Services to On Account Services, but any credit balance will be transferred to your new On Account services.

  5. Definitions:
    1. Connection Pack – a mobile phone number and SIMcard which will connect you to the Vodafone network.
    2. Mobile Services means the Prepay Services or On Account Services (including both mobile and mobile broadband services) you have with us.
    3. On Account Services means the post paid Mobile or Mobile Broadband services and any related products and services that we provide to you.
    4. Prepay Services means the Mobile and Mobile Broadband services for which you pay in advance with no fixed term contract and any related products and services that we provide to you.
    5. SIMcard means the subscriber identity module needed to operate your mobile device and through which you are connected to our network.


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