Terms & Conditions

Consumer Version, July 2026

These terms and conditions form part of the agreement between you, the person ordering Services and products from us, and us, UKPS Communications Limited. You agree to the terms of this agreement by purchasing the Services.

Our Contact Details

Phone: 0333 1300 580
Email: help@ezeesim.uk

Need this document in a different format? For a large print, braille, dyslexia-friendly or audio CD version of this document, call 0333 1300 580.

The Services

The agreement covers your personal use of our pay monthly plans and SIM card, which includes:

The SIM card, which can be either a physical SIM card or an electronic SIM card, used to access our Services.
Your mobile plan, which includes the associated mobile communication Services, such as minutes, texts and data, that you receive from us.

Any references to the Services or our Services in this agreement are to these Services.

Does The Agreement Apply To Me?

This agreement only applies between us if you are:

A consumer, which means an individual person acting for purposes that are mainly outside that person’s business or profession.
A UK resident with a UK billing address.
Someone who has passed our identity and credit checks, where required.

Contents Of Our Agreement

Our agreement is made up of the following documents. References in this document to the agreement, this agreement, your agreement or our agreement mean these documents and terms together:

These terms and conditions, which set out the ground rules for our relationship. In the event of conflict, they take precedence over the documents listed below.
Detailed Price Plan Information, available at ezeesim.uk, which sets out the fees and charges for your Services.
Contract Summary and Contract Information document, which explains key parts of your chosen Service and is designed to help make comparing Services easier. It will be provided to you before you order the Services.
Returns Policy, available at ezeesim.uk/returns-policy/, which explains our policy and process in relation to returns and cancellations.
Acceptable Use Policy, available at ezeesim.uk/acceptable-use-policy/, which explains what you can and cannot do with our Services and/or device.
Buying Online Terms, available at ezeesim.uk/buying-online/, which sets out what you need to know when you buy things from our website.
Privacy Policy and Cookie Policy, available at ezeesim.uk/privacy-policy/, which set out how we may collect, use and share your personal information.
Order Confirmation Email, which confirms what you have ordered, the next steps, and provides a copy of these terms for you to keep.
SIM Dispatch Email, which confirms your SIM card is on its way to you and provides an estimated timeframe for delivery. It also explains how to register your online account and what to expect on your first bill.

Term

The length of your agreement will depend on whether you have entered into a 30-day rolling mobile plan or a minimum term mobile plan, such as 12 months. The Order Confirmation Email that we sent to you when you joined or upgraded with us sets out which mobile plan is relevant for you.

30-Day Rolling Mobile Plan

The initial term for our 30-day rolling mobile plan is 30 days from connection of your SIM card. When your initial term has run out, this agreement will continue to run until either you or we end the agreement, or you enter into an upgrade agreement.

Minimum Term Mobile Plans

Your agreement with us will run for a minimum term. The minimum term that applies to your agreement is confirmed in the Order Confirmation Email that we sent to you when you joined or upgraded with us.

If you are a new customer, your minimum term starts on the day we connect your SIM card.
If you have upgraded your agreement, your new minimum term starts on the day your upgrade is effective.
If you end the agreement before the minimum term has ended, you may have to pay an early termination fee. See the section on early termination fees below.
When your minimum term has run out, your agreement with us will continue to run until either you or we end the agreement, or you enter into an upgrade agreement.

For rules on how and when your agreement will end, please check the section on ending this agreement below.

Getting Up And Running

Your Phone Number

You can bring your existing phone number with you by porting it across, or we can provide you with a new number.

We own your SIM card and license you to use the phone number and software to use with the Services. We have the right to change your SIM card or tell you to return it at the end of this agreement.

We can change your phone number if we have good reason, for example a legal reason or if required by Ofcom or any other regulatory body.

When you use your device, your number may be shown on the equipment being contacted and will always be shown if you contact 999 or 112. The emergency services may also use the details you register with us to identify your location.

Connection Of Your SIM Card

We aim to connect your SIM card to the Services within 5 working days of us accepting your order.

What’s Included In My Plan?

Within the price of your Plan, you will receive your allowance, which includes:

Your selected data
Unlimited calls
Unlimited texts

You can use your allowance:

Within the UK.
To call your voicemail.
To call UK mobile numbers and UK landlines starting with 01, 02 and 03, excluding Jersey, Guernsey and the Isle of Man.
For Inclusive Roaming within Zone A, subject to our Roaming Fair Use Policy: ezeesim.uk/acceptable-use-policy.

If you use your SIM card for Services that are outside of your Plan, for example calling an international or premium rate number, you will incur additional charges.

International charges for making calls and texts from the UK to abroad can be found at ezeesim.uk/int-charges. We call these additional charges Out of Plan Charges. For details on Out of Plan Charges, see below.

Roaming

Roaming means using networks in countries other than the UK to make calls, send texts or use data.

To use our Services abroad, you must have Roaming enabled on your SIM card. Roaming is automatically enabled on connection of your SIM card, and you can switch it off. Contact us if you need help to switch off Roaming.

Whether or not Roaming is included in your Plan, referred to as Inclusive Roaming, depends on where in the world you are using our Services.

We have divided the world into zones that carry different charges, which can change from time to time. For a list of our zones and Roaming charges, please visit ezeesim.uk/roam-charges.

Please note that even if you are Roaming in one of our Inclusive Roaming zones, you may be subject to additional charges. See ezeesim.uk/acceptable-use-policy for details on our Roaming Fair Use Policy and any additional limitations that apply when using your phone abroad.

Service Quality And Availability

We aim to always provide our Services with reasonable skill and care. However, due to the nature of mobile technology, our Services are not fault-free and are not available everywhere in the UK or abroad. Quality of upload and download speeds may vary.

What’s The Difference Between Upload And Download?

Upload refers to data sent from a device such as a mobile phone, tablet, computer or communications network. This includes all types of outgoing data, such as sending emails, posting on social media or uploading a file or picture. It may also include data sent over the network while playing an online game.

Download refers to data received by a device such as a mobile phone, tablet, computer or communications network. This includes receiving emails, downloading files, viewing social media content or browsing web pages. Online games also generate download traffic.

There are several reasons why you may find problems with the Services, including moving home or work, weather conditions, tree coverage, network damage, the number of people using the network and so on.

We will use reasonable efforts to allow you to use overseas networks. Such networks may be limited in quality and coverage. Access will depend on the arrangements between us and the foreign operators.

Your Contract Summary will state the speeds relevant to your Plan. You can also find estimated coverage and speeds at ezeesim.uk/network.

Acceptable Use

You are responsible for:

All end users, which means anyone who uses or misuses your device and Services, even if your account is used without your consent.
The security of your account.
All your data. We are not responsible for your data. For example, this means that you have to keep appropriate backups of all data.

You must ensure that:

Only those authorised have access to the products.
Whoever uses the products complies with the agreement and applicable end user terms.
Whoever uses the products does not use them in any illegal or improper way, or in a way that may damage our reputation.

You must not:

Use the device or Service for any purpose that may be abusive, a nuisance, illegal or fraudulent, or in a way that may damage our reputation.
Do anything that may impair the network.
Use automated means to make calls, text or send data, including GSM Gateways.

The above list is not exhaustive. Always check if you need permission before downloading content.

We monitor excessive SMS use that we believe is in breach of our Acceptable Use Policy. We reserve the right to suspend or throttle, meaning slow down, Services if such usage is suspected.

For more information on using our Services or action we can take, please check ezeesim.uk/acceptable-use-policy.

Personal Use

The Services are for your personal, non-commercial use only. If we determine or reasonably suspect that your usage is inconsistent with acceptable use, we may act in line with our Acceptable Use Policy.

For example, if you purchase an unlimited Plan and your usage exceeds 600GB a month twice or more in a 6-month period, this would be inconsistent with our Acceptable Use Policy.

Use Of Voicemail

Up to 50 messages can be left on your voicemail Service and the duration of messages will also be limited.

To use your voicemail Service while Roaming, you must set up a voicemail PIN before you leave the UK.

Traffic Management

During busy periods on our network, we may manage traffic so that everyone has access to our Services. This includes us managing information, entertainment and communication on your device to protect our network from being too busy.

Payment And Charges

Check ezeesim.uk for details about the charges covered by this section. The Detailed Price Plan Information may be updated from time to time.

Charges

Your monthly charges may consist of:

Monthly Plan Charges: the monthly amount we charge you for the Plan you have chosen, that is your monthly line rental, for your Services.
Out of Plan Charges: the charges you will pay for each call, text or megabyte of data used outside of your Plan.

Examples of Out of Plan Charges include:

Calls to premium rate Services and non-geographic numbers or call forwarding numbers.
Using your mobile phone outside our Inclusive Roaming zones, or where you have reached the Roaming Fair Use threshold that applies to your Plan. This includes calls that you receive as well as those that you make whilst abroad.
Buying a Euro Holiday Booster for calls, texts and data to use whilst Roaming.
Making calls to numbers from the UK which are abroad, when this is not included in your Monthly Plan Charges.

You must pay all the Charges due under this agreement. This applies even if you are not currently using the SIM card or if the Charges have been incurred by someone else using your device and/or SIM card, with or without your knowledge.

See the section on charges if your device is lost, damaged or stolen for details if your equipment is lost, damaged or stolen.

Out Of Plan Charges

When you join us, you will be asked to set a limit on how much you can spend each month on Out of Plan Charges. You can change the spend limit at any time.

When you are at 80% of your set spend limit, we will send you an Out of Plan Alert to your SIM card. An Out of Plan Alert will also be sent to your SIM card when you have reached your spend limit.

When you have reached your spend limit, you will not be able to incur any further Out of Plan Charges.

Roaming Charges

If you use your device outside of our Inclusive Roaming zones or you have reached the Roaming Fair Use threshold that applies to your Plan, you will be charged for Roaming, including calls that you receive as well as those that you make whilst abroad, in addition to your Monthly Plan Charges.

Visit ezeesim.uk/roam-charges for all Roaming charges.

Premium Rate And Non-Geographic Numbers

Charges For Premium Rate Calls

Premium Rate call charges are split into two parts:

Access Charge: the amount we charge to connect the call, charged by the second with a one-minute minimum call charge.
Service Charge: the cost set by the service or organisation you are calling, not by us.

For information on charges, see ezeesim.uk.

Premium rate numbers charge a higher price for selected services, for example to pay for parking charges or voting on a television show.

Non-geographic numbers are used by, for example, businesses, government agencies, information lines and payment services. They usually start with 084, 087, 09 or 118.

Charges For Premium Rate Texts

Charges for premium rate texts are set by the merchant of the number you want to text. You must have your Premium Rate SMS bar enabled on your account to enable you to send a premium rate text.

Charges If My Device Is Lost, Damaged Or Stolen

If your SIM card is lost or stolen, or if the device containing your SIM card is lost or stolen, you must tell us as soon as possible so we can suspend our Services and stop someone else using your Plan.

In the event of loss or theft, you must also pay the following Charges:

Monthly Plan Charges: if your device is lost, damaged or stolen, you must still pay all the Monthly Plan Charges for the remaining minimum term of our Services.
Notification within 24 hours: £100 maximum.
Notification between 24 hours and 5 days: £500 maximum.
Notification after 5 days: all charges incurred until you have notified us.

When And How To Pay

Each month we will send you an SMS or email setting out the total amount of Charges, including VAT, for each billing period and the payment due date.

If you wish to see a full itemisation of the Charges, please visit ezeesim.uk/myaccount.

All charges should be paid:

Within 14 days of the date of your bill.
By direct debit.
By debit or credit card.

If payment made by direct debit is dishonoured or cancelled, we will try to collect it again within 5 days. If payment fails again, we may charge you an administration charge to compensate us for the reasonable costs incurred. See ezeesim.uk/additional-charges for details.

Late Payment Charges

If you pay late, we may charge you a reasonable administration charge to compensate us for the administration costs incurred.

We May Change Our Agreement, Charges Or Services

We may change your agreement, our Services or Charges at any time in order to do one or more of the following:

Change the way in which we provide Services to you, for example allowing you to call a new category number within your Plan.
Change the structure of our Services, charges or equipment, where applicable.
Change the amount payable for part of the Services, including additional Services, for example if we increase the amount payable for certain international calls because our international partners increase their costs.
Remove and/or replace some or all of the equipment, where applicable.
Place limits on the way you use our Services, for example if we suspect you have committed an illegal act while using our Services.
Stop providing all or part of the Service to you, for example if we suspect you have breached our Acceptable Use Policy or where your actions or inactions might harm our network.
Increase the charges for optional additional Services that do not form part of the main Service. Charges for additional Services may change from time to time and may be outside of our control. We will notify you of these changes unless the Services are offered by a third party.
Increase charges for Out of Plan Services.

Other Changes We Can Make: Permitted Changes

We are permitted to make changes without prior notice to you if the changes are:

Exclusively beneficial, meaning those with no negative effect in our reasonable opinion.
Administrative, technical, organisational or operational.
Legal or regulatory.

We are also permitted to make the following changes to this agreement, our Services or Charges:

Administrative or technical changes.
Changes that have no negative effect on your use of the Service.
Changes that are to your benefit.
Changes that provide new features of the Service to you.
Changes that clarify the agreement so it is easier to understand.
Changes required by applicable laws, regulations, codes of practice, a regulator or a court of competent jurisdiction.
Changes that reflect a change in the way we organise and/or operate our business.
Changes that reorganise where certain terms of the agreement are set out.

We do not know what will happen in the future, so we may need to change our agreement, Services or Charges for a reason other than those specified above.

Your Right To Leave If We Make A Change

If we make a change to the agreement, the Services or Charges which:

Has a negative impact on your use of the Service, in our reasonable opinion.
Is not a Permitted Change, as set out above.

You will have a right to leave your agreement without paying an early termination fee.

If that is the case, we will usually give you at least 30 days’ notice, but sometimes it might be less than that if we are prevented from giving you notice for legal or regulatory reasons.

To exercise your right to leave, you must contact us. If you take no action within 30 days of us notifying you about the changes, you will be considered to have accepted those changes.

Renewing Or Changing Your Plan

If we and you agree to change, upgrade or renew your Plan, you will need to:

Agree to a new minimum term, which will start on your contract start date as set out in the Contract Summary.
Pay the new charges.

Ending This Agreement

Your Right To Leave

Changing Your Mind Within The First 14 Days: Cooling Off Period

If you change your mind, you can cancel your order by contacting us within 14 days from when you receive your order.

You must return all products received as part of your order, including any device and accessories, to us within 14 days of your request to return.

If we have provided Services to you before receiving your cancellation notice, you must pay for the Services you have already received.

See ezeesim.uk/returns-policy for further details.

Leaving After The First 14 Days

If you choose to leave us 14 days or more after you receive your order, you must contact us to request termination.

If you are within a minimum term, you may need to pay an early termination fee. See the section on early termination fees below.

Leaving Because Of The Quality Of Our Services

If the Service is severely disrupted for an unreasonable period of time, you may be able to leave us without paying an early termination fee.

If you want to leave, you must report the disruption to us. We will assess the severity of the disruption against your typical usage history.

We Can End Or Suspend This Agreement

With 30 Days’ Notice

We may end this agreement at any time by giving you 30 days’ written advance notice. You will not have to pay any early termination fees.

With Immediate Notice

We may suspend the Services or end this agreement at any time with immediate written notice if:

You do not pay any due Charges on time.
You do not comply with applicable law when using the Services.
You breach this agreement in a material way and do not put it right, where it is possible to do so, within a reasonable time of a request to do so.
You are persistently abusive or make threats or otherwise act illegally towards our staff, our property, our agents or their property.
You or anyone else who is using the account holder’s Services breaches our Acceptable Use Policy or Privacy Policy.
You, or any third party, misuse the Services or damage or affect the operation of our network.
You become bankrupt or make an arrangement with creditors.
We consider it necessary to safeguard our network.
We have reasonable cause to suspect that this agreement has been entered into fraudulently, or we are satisfied that there is fraudulent or improper use of your Service or device.
We are satisfied that fraudulent or improper use of your payment method has occurred to purchase the SIM card and/or the Services.
We are asked to do so by regulators, or we are required by law.

If we end, rather than suspend, the agreement, you may have to pay a termination fee.

You Must Pay For All Services Received Up To Termination

If you or we end this agreement for any reason, you may have to pay all Charges due for Services received up to the date of termination.

Early Termination Fees

When Early Termination Fees Apply

You leave us during a minimum term: yes, early termination fees apply. See the minimum term mobile plans section.
You change your Plan during a minimum term: no early termination fees apply.
We are entitled to terminate your agreement with immediate notice: yes, early termination fees apply. See the minimum term mobile plans section.
You leave within the initial 14 days with us: no early termination fees apply. See the cooling off period section.
You leave us after the minimum term: no early termination fees apply.
You leave because we make a change that is not permitted and negatively impacts you: no early termination fees apply. See the section on your right to leave if we make a change.
We terminate your agreement with 30 days’ notice: no early termination fees apply. See the section on ending with 30 days’ notice.

How We Calculate Early Termination Fees

Early termination fees are calculated as:

Monthly Plan Charge x months remaining in your minimum term x 98%

If You Want To Move To A New Provider

You will need to request a Porting Authorisation Code, known as a PAC, or Service Termination Authorisation Code, known as a STAC, from us if you would like to permanently move or port your number to another provider, or switch to another provider without a port.

See ezeesim.uk/switching for details on how to request a PAC or STAC.

The code is valid for 30 days from issue. If you do not use the code by then, our agreement will continue.

You will need to provide the code and enter into a contract with your new provider. Where possible, your Service will switch to the new provider within one working day of you providing your code to them, or on another date as requested by you.

Our agreement will end at the same time your number is ported or your Service is switched.

Device

This section applies if you have received a device from us.

Unless we otherwise agree, you must pay for your device in full when you place your order.

We may blacklist your device where we receive your instructions to do so or where we reasonably suspect fraud.

You must tell us immediately if your device is lost or stolen and pay Charges.

Reporting Service Or Device Issues

If you are having issues with your existing Service or device and need our help, please contact us. See ezeesim.uk/contact for details on how to get in touch.

Refunds, Issues And Complaints

Disrupted Or Unavailable Services

If we have to interrupt our Services for maintenance or there is a technical fault on our network caused by us, you may:

Be entitled to a partial credit of your Charges based on the number of days you are without our Services.
Be entitled to end the agreement early without paying a termination fee if the Services are severely disrupted for an unreasonable period of time.

To receive a partial credit of your Charges or to terminate the agreement, you must report the disruption to us. We will assess the disruption against your typical usage history.

You Have The Right To File A Complaint

If you are having issues with your existing Service and need our help, you can:

Contact us using the details on the front page of this agreement.
Visit ezeesim.uk/help.
Find out how to raise a complaint at ezeesim.uk/complaints.
For privacy-related issues, visit ezeesim.uk/privacy-policy.

If we cannot fix your issue, you may ask that the matter is referred to an independent alternative dispute resolution service under our Customer Complaints Code of Practice at ezeesim.uk/complaints.

Privacy, Liability And Other General Provisions

What We Do With Your Information

Our Privacy Policy and Cookies Policy set out how we and our group companies may collect, use and share your personal information.

See ezeesim.uk/returns-policy/ for more information.

Fraud Prevention And Credit Reference Agencies

As set out in our Privacy Policy, we may share your personal information with fraud prevention agencies, who may use it to prevent fraud and money-laundering, and to verify your identity.

If we detect fraud, we can refuse you certain Services without notice.

As set out in our Privacy Policy, we may share details of your agreement with credit reference agencies and debt collection agencies.

For further details explaining how the information held by fraud prevention agencies may be used, visit ezeesim.uk/privacy-policy/

Transferring This Agreement To Someone Else

If we would like to transfer this agreement to someone else, we may do this at any time provided doing so does not adversely impact your rights under this agreement.

If you wish to transfer this agreement to someone else, you will need our permission. Transfers will only be permitted in limited circumstances, for example in the case of a bereavement.

Our Legal Responsibility To You

Things For Which We Are Responsible

You have rights under the law. Nothing in this agreement excludes or limits our liability for anything we cannot exclude or limit by law or affects your rights under applicable laws or regulations.

Things For Which We Are Not Responsible

We will not be legally responsible to you for any loss or damage that is not directly caused by us or which we could not reasonably expect at the time we started the agreement with you. For example, this includes loss of income, business, profit, savings, time and missed opportunities claims.
We will also not be legally liable for events that are out of our reasonable control, referred to as force majeure. For example, this includes a delay in receiving your SIM due to postal delays or strikes.
If you use your SIM card to browse the internet or use content Services, we are not responsible for the content of any Services you access.

Rights Of Third Parties

This agreement does not confer any benefit on a third party under the Contracts (Rights of Third Parties) Act 1999.

Law And Jurisdiction

The laws of England and Wales govern this agreement, the Services you buy from us, and any dispute with us relating to them.

We each submit to the exclusive jurisdiction of the courts of England and Wales.