General terms & conditions

1. DEFINITIONS

1.1 Acceptable Use Policy: The policy governing the use of the Services by a Customer whether required by Slice Mobile or the telecommunications operator of any Network that facilitates access to the Services. The Acceptable Use Policy is described in clause 9 below.

1.2 Account: The mobile telephone account registered or activated by a Customer that Slice Mobile uses to provide the Services to a Customer and to administer a Customer’s Personal Data.

1.3 Agreement: These general terms and conditions, the Acceptable Use Policy and the Charges, including any special offers. An Agreement is deemed made between a Customer and Slice Mobile when a Customer registers or activates an Account, uses our Services, whichever occurs first, and we will provide access to the Network as soon as we can so that provision of the Services can start.

1.4 Charges: The tariffs applicable from time to time for the use of the Services, including any connection fees and special offers.

1.5 Customer: Any individual that registers or activates an Account with Slice Mobile. In these general terms and conditions, the Customer is sometimes referred to as “you” or “your”.

1.6 Customer Services Department: This is the team that you may contact for any enquiries about the Services. You may contact the Customer Services Department in several ways:

• Via Live Chat in the app;
• By emailing [email protected];

1.7 “Device” means a phone or other device which can send and receive data using an eSIM.

1.8 eSIM: The prepaid, pre-activated virtual subscriber identity module (SIM) which is installed on your Device and enables you to access the Network.

1.9 Network: The telecommunications networks used by Slice Mobile to provide the Services to you.

1.10 Personal Data: The personal information that you provide to Slice Mobile or that Slice Mobile generates, collects, uses, processes and stores about you while providing the Services, including but not limited to your name, date of birth, mobile telephone number, call data records including Traffic Data and Location Data, credit card or debit card details, billing records, voice mail recordings, copies of emails including your email address, and records of Customer Services Department enquiries made by you.

1.11 Plan: A data allowance that you can use with an eSIM for a specified calendar month duration.

1.12 Privacy Policy: The policy that describes how Slice Mobile generates, collects, uses, processes and stores your Personal Data. The current Privacy Policy is available at https://www.slicemobile.com/privacy-policy.

1.13 Recurring Plan: A Plan which auto-renews each time your existing Plan expires.

1.14 Roaming Services: The mobile telephone services that you use when travelling outside the United Kingdom. EU Roaming services are subject to an Acceptable Use Policy described in clause 9 below.

1.15 Services: The provision of an eSIM and a Plan enabling you to connect your Device to mobile telephone services and to the internet via the Network. The mobile telephone services that Slice Mobile provides to you, including voice calling, messaging and data services, voicemail, calling line identification presentation (CLIP), calling line identification restriction (CLIR), Roaming Services and the services provided by the Customer Services Department.

1.16 Slice Mobile: Slice Mobile UK Limited (Company Number 15514293) with its registered office located at 11 Slingsby Place, London WC2E 9AB.

1.17 Trial: A 7-day free trial of the Services from the activation date.

2. THE SERVICES

2.1 Slice Mobile will provide the Services to you using its own Network and the Networks of one or more telecommunications operators. Occasionally any of these Networks may be unavailable or impacted due to maintenance, modifications, upgrades, emergencies or security measures. At these times the Services may be temporarily unavailable or the quality of the Services may be impacted. These incidents are outside the control of Slice Mobile.

2.2 Occasionally the quality of the Services provided to you will be impacted by external factors such as congestion on the Network, physical obstructions, geographic or atmospheric conditions. Slice Mobile does not have any control over these factors and the impact on the Services.

2.3 The Roaming Services are subject to the roaming contracts and service quality levels that have been agreed between other national and international telecommunications operators. Slice Mobile does not have any control over the contracts or service quality levels agreed between these telecommunications operators. EU Roaming services are subject to additional terms and an Acceptable Usage Policy, described in clause 9 below.

2.4 For the reasons described above, Slice Mobile does not warrant or guarantee that the Services will be uninterrupted or error free (in terms of Network availability, quality or coverage) in all locations at all times, or that the Services will be suitable for your specific requirements, or that the Services will be completely secure against unauthorised interception.

2.5 Slice Mobile will endeavour to keep any disruption to the Services to a minimum; however Slice Mobile will not be liable to you for any loss, damage or inconvenience incurred by you as a result of any disruption to the Services for the reasons described above.

3. YOUR USE OF THE SERVICES

3.1 When you purchase a Plan it means that you accept these Terms and Conditions, as well as any updates that we may make from time to time by posting a new or updated version of these Terms and Conditions at https://www.slicemobile.com/terms-conditions.

3.2 You must at all times comply with these Terms and Conditions (as updated from time to time) and ensure the information you have provided to us is accurate and up-to-date, including your email address, country of residence and confirmation of being over 18. You have to be over 18 and also a resident of the UK in order to use our Services.

3.3 You agree that once you start using the Services you will lose any right to cancel this Agreement under distance selling legislation.

3.4 You understand and agree that: (a) The eSIM does not have a PIN code by default and you are solely responsible for managing access to the eSIM, and paying the Charges whether or not use of the eSIM has been authorised by you. (b) You must not do anything likely to impair, interfere with or damage or cause harm or distress to the Network or the technical infrastructure provided by our suppliers.

3.5 To use the Services you must ensure your Device is compatible. Guidance on how to check compatibility can be found on our FAQ pages: https://help.slicemobile.com/

3.6 You may only use the eSIM on one Device at a time. If you transfer the eSIM to a new Device you must first uninstall it from your current Device.

3.7 If your Device is lost, stolen, damaged or destroyed or used without your authority, you must contact Slice Mobile immediately and cooperate with us in our reasonable security and other checks.

4. eSIM AND A MOBILE NUMBER

4.1 The eSIM is sent to you electronically with detailed instructions on installing and activating the eSIM. Activation of the eSIM is your responsibility and, once activated, the eSIM will be ready to use according to the chosen Plan. As a part of the eSIM activation process, your eSIM will be assigned with a randomly selected phone number.

4.2 The eSIM remains the exclusive property of Slice Mobile or its suppliers. You must retain the eSIM details and not lose them. Slice Mobile will only replace an eSIM where it is found to be defective. It is your responsibility to promptly inform Slice Mobile of any loss or theft to your Device, or any fraudulent or improper use of your eSIM.

4.3 If you do not use your eSIM to make a phone call, send a message, use data or connect with the Network for a period of 180 days from the registration or activation of your eSIM or your last use of the Services (whichever is later), then your eSIM will be deactivated and your telephone number will be reallocated to another Customer and you will lose any remaining credit on your Plan. Your account will be closed 180 days after your eSIM deactivation and all of your account data will be deleted.

4.4 If you have a mobile number with another company, you can move your existing number to us. First, you need to ask your previous provider for your Porting Authorisation Code (PAC) and then you will need to provide it to us via the Slice app. Once we’ve checked the details of your request, we’ll confirm the date when your number will be moved to Slice Mobile based on your preferred date which you can provide via the Slice app. Guidance on our switching process is available in our FAQ pages: https://help.slicemobile.com/

5. FREE TRIAL PERIOD

5.1 You can set up an Account via the Slice app, where you choose a Plan and activate your eSIM. If you are a new customer you are automatically given a 7 day Free Trial after the eSIM is activated. During the Free Trial you will receive an allowance of 1Gb of data, 500 texts and 500 minutes to be used only in the UK to trial the service. You will not be charged for the use of the Service during the Free Trial and you will be unable to exceed the stipulated usage allowance.

5.2 After the Free Trial has ended you will need to confirm that you’d like to move to the paid subscription. This can be done by selecting to opt-in to auto-renew on the Slice app dashboard. Once selected the Plan will auto-renew onto a monthly rolling subscription unless you cancel by 10pm (22:00) on the 7th day of the Trial.

5.3 If you choose not to auto-renew before the end of the Free Trial, the eSIM will be deactivated and your account will be closed.

5.4 During the Free Trial you will have an option to end the Free Trial early and begin your monthly Plan through the App dashboard. The data allowance will be available to the end of the 7 day period running alongside the customer’s activated plan.

6. EARNING CASHBACK REWARD

6.1 Reward levels. Cashback is a core reward for Slice customer loyalty and increases over time. So the longer you’re a customer, the better it gets.

Staying for one year - unlocks Cheddar status, receiving 10% Cashback on your annual spend.

Staying for 2 years - unlocks Brie status, receiving 15% Cashback on your annual spend.

Staying for 3 years or more - unlocks Stilton status, receiving 20% Cashback on your annual spend.

6.2 Eligibility. Once you have been a Slice customer for 12 consecutive payment months you will unlock the tiered cashback amount. The minimum spend of £120 applies (equal to 12 consecutive payments of our lowest tiered plan, being the Mini Plan).

6.3 Reward status if you leave. We operate a 90 day grace period for your loyalty tier and cashback % to stay intact. If you stop using the service then rejoin within the 90 day period then you will continue working towards the next cashback tier as though you never left. If you have already reached the top tier (Stilton), that tier will remain intact.

If you leave Slice for more than 90 days then the reward status will be lost and you will drop back to working towards the first loyalty tier, Cheddar, and the 10% cashback status.

6.4 Redemption. Cashback can be redeemed as cash straight into a customer’s bank account.

6.5 Founding Slicers. If you are a Founding Slicer (you joined Slice and converted to a paid subscription before 20th November 2024) you will skip straight to the top tier of rewards and receive 20% Cashback from the end of year one for each year you remain a customer.

7. PLANS

7.1 Slice Mobile offers different monthly rolling Plans and you can activate your Account with the most appropriate Plan for you at that time. The Plans auto-renew at the end of a calendar month cycle. You can choose not to auto-renew by logging onto your Account and cancelling the auto renew by 10pm (22;00) the day before your Plan is due to renew.

7.2 If you have any remaining allowance within your Plan at the end of the month it will expire and it will not be rolled over into the next monthly period.

7.3 If your Plan allowance is close to being depleted before the end of a calendar month period then we will notify you. You will then be able to purchase Data Add-ons which will be automatically activated on your account.

7.4 Data Add-ons will last for one calendar month as long as your plan is active. See the plan tab of your app for expiry details and data remaining. Duration of add-ons will always be clear in your dashboard.

7.5 Add-ons and any credit or allowance on your account are not redeemable for cash under any circumstances

7.6 UK Data Add-ons can only be used within the UK and do not include any free EU roaming.

7.7 EU Data Add-ons can be used within the EU and cannot be used in the UK

7.8 If at the end of the Plan you want to reduce your allowance you can move to a lower allowance Plan at the end of a calendar month.

8. CHARGES

8.1 The Charges for your Plan will be deducted at the beginning of each calendar month billing cycle.

8.2 The recurring Charges payment will be taken from the debit/credit card used to make the first payment. The name and the address of the card holder should be the same as the registered account holder.

8.3 If you change your name, address, telephone number or payment details or there are any other changes which may affect your payment of the Charges you must let us know. We shall have no liability to you in respect of any loss incurred as a result of the elated or incorrect payment for a Plan.

8.4 If your Device is lost or stolen, it is your responsibility to cancel any recurring Plan associated with your Account and we have no obligation to refund you in respect of any active Plan on your Account.

8.5 Each billing period comprises a calendar month billing cycle. For new customers the calendar month billing cycle will begin from the day of eSIM activation. If you are an existing customer your billing will start from the day of purchase of a plan.

8.6 We will not provide any refund for any Plans purchased unless no service has been used. If you change your mind within 24 hours of the purchase of a Plan & your allowance not used, you should contact our customer service team to see if a refund or change to a different Plan is possible.

9. ACCEPTABLE USE POLICY

9.1 You agree to use the eSIM in a compatible Device for the purpose of using the Services.

9.2 You agree not to use the eSIM or the Services and not to permit another person to use your eSIM or the Services:

(a) Fraudulently, illegally or in breach of any law or statutory duty; (b) For the purpose of making an unsolicited communication or storing and/ or sending (including to a staff) any material which is offensive, abusive, indecent, defamatory, obscene or menacing, a nuisance or a hoax, or which is a breach of privacy, an infringement of copyright, or is otherwise unlawful; (c) To knowingly and deliberately cause annoyance, inconvenience or needless anxiety to another person (including to our staff); (d) In such a way that adversely impact the Services to other Mobile Slice customers; (e) For any form of automated usage of mobile services, including call forwarding services, onward calling services or calls to telephone numbers which pay a revenue share or resell to others or commercially exploit our Services;

9.3 If Slice Mobile reasonably suspects that you have failed to comply with any of the provisions of clause 9.2, Slice Mobile shall have the right to suspend, partially or fully, your access to the Services and/ or terminate this Agreement without prior notice and with immediate effect. If Slice Mobile terminates this Agreement for this reason, your eSIM will be deactivated, your number will be reallocated and you will lose any outstanding credit balance on your Account.

9.4 Upon activation of an eSIM, you may be required to register your Personal Data with Slice Mobile, such as your name, address, credit card or debit card details. If Slice Mobile determines that the Personal Data that you provide is false, Slice Mobile shall have the right to suspend, partially or fully, your access to the Services and/ or terminate this Agreement without prior notice and with immediate effect. If Slice Mobile terminates this Agreement for this reason, your eSIM will be deactivated, your number will be reallocated and you will lose any outstanding credit balance on your Account.

9.5 If the use of any plan that includes ‘unlimited’ calls, texts or data provided as part of the service exceeds the amount reasonably expected of a person using the service for personal purposes, we reserve the right to restrict your service. Using a significantly large amount of data, such as around 450GB within a specific period, would be considered excessive and, thus, the internet speed will be reduced to 128Kbps.

9.6 Slice Mobile reserves the right, in its absolute discretion (and without prior notice), to restrict or prevent access to certain websites and services over its Network, including Voice over Internet Protocol (‘VoIP’) services. When we decide to restrict or prevent access under this paragraph, you may receive a message stating that the website or service is “not available”.

10. NOT USED

11. CANCELLATION & TERMINATION

11.1 You may terminate your agreement with us at anytime and your contract will terminate once your pre-paid Plan runs out at the end of the calendar month cycle.

11.2 You may request a PAC to port your number to another provider or STAC (Service Termination Authorisation Code) to terminate your number. The terminated number cannot be reversed. In the end of both porting and terminating your number process, we will terminate your agreement and the Services with immediate effect. Any unused allowances in your pre-paid Plan will be lost. The guidance on our switching process is available in our FAQ pages: https://help.slicemobile.com/

12. DATA PROTECTION AND PERSONAL DATA

12.1 Slice Mobile will only generate, collect, use, process and store your Personal Data in accordance with all applicable laws and regulations and as set out in our Privacy Policy, as amended from time to time.

12.2 Slice Mobile has implemented appropriate technical and organisational security measures to protect your Personal Data against accidental or unlawful destruction, accidental loss or alteration, or unauthorised or unlawful storage, processing, access or disclosure.

12.3 By registering or activating an Account with Slice Mobile, you consent to Slice Mobile collecting, processing and sharing Personal Data provided by you or generated in the course of supplying the Services to you, including details of voice calls, messages or data that you have sent (“Traffic Data”) and the geographic position of your GSM mobile telephone (“Location Data”) for the purpose of:

(a) supplying the Services to you, including the administration of your account; (b) improving our services and managing our networks; (c) providing you with service information, for example about Network faults; (d) the prevention or detection of fraud or for other security matters, including cyber security; (e) market research and profiling your usage and tailoring our services to you, and (f) complying with applicable laws and regulations;

12.4 For Slice Mobile to perform its obligations under this Agreement, Slice Mobile may need to disclose your Personal Data to other companies that will process your Personal Data on behalf of Slice Mobile. These third parties are permitted to use your data only in accordance with our instructions and the law.

12.5 Slice Mobile may also need to transfer your Personal Data to third parties, for example, our suppliers and service providers, in countries outside the European Economic Area. Where the data protection laws of these countries do not provide the same level of data protection as in the UK, we will take steps to ensure your privacy rights are at least as compliant with the requirements of UK law, including requiring appropriate security measures from such third parties, set out in a contract between us, to protect your Personal Data; and monitoring compliance with such security measures for the lifetime of our relationship with such third parties.

12.6 Slice Mobile may use third party software which modifies the advertising content on website pages you choose to view when using our data Services. A persistent cookie is placed on your device which enables our third-party software provider to collect anonymous data for statistical reporting purposes to Slice Mobile. To ensure the privacy of your data, only pseudonymized and/or anonymous data is collected or shared with such third parties and no personally identifiable data is ever shared. Please view our cookie policy for specific guidance on disabling cookies if you do not wish to have your anonymous data used in this way.

12.7 Slice Mobile may from time to time monitor or record your conversations with the Customer Services Department. This may be done for quality control purposes, to improve the Services, to ensure compliance with governmental, regulatory or enforcement agency requests or to detect fraud.

12.8 Slice Mobile will, subject to the applicable laws and regulations, provide you with a copy of your Personal Data stored by Slice Mobile upon your written request. Slice Mobile may charge a nominal administration fee for providing you with a copy of your Personal Data. It is your responsibility to notify Slice Mobile of any changes to any Personal Data provided by you to Slice Mobile. You may also request that any incorrect information is corrected. Where permitted by the applicable laws and regulations, Slice Mobile will delete Personal Data upon your written request.

12.9 Slice Mobile may contact you by email, SMS, social media channels and other means to let you know about products and services offered by Slice Mobile, other Slice group companies or selected third parties, including any special offers and promotions, which may interest you. If you do not wish to receive this information or be contacted in this way, you may at any time change your marketing preferences in the Slice Mobile App.

13. LIABILITY OF SLICE MOBILE

13.1 Subject to Clause 13.2, Slice Mobile has no liability to you:

(a) for the delivery, performance and use of the Services other than as stated in this Agreement; (b) if we cannot provide the Services to you because of something beyond our reasonable control, including ‘force majeure’ events; (c) for losses that have not resulted naturally from our breach or that we could not have foreseen; (d) for loss of profit, loss of business, costs, expenses or any other form of financial loss; (e) for any loss of income or loss of revenue; (f) for any loss of data in connection with your use of the Services; or (g) for the deletion, loss or corruption of any content transmitted via the Network, unless caused by our negligence.

13.2 Nothing in this Agreement shall exclude or limit Slice Mobile’s liability for death or personal injury to any person resulting from our own negligence or the consequence of wilful misconduct, fraud, gross negligence or any other liability which cannot be excluded or limited by applicable law.

13.3 The liability of Slice Mobile to you under this Agreement shall be limited to a total maximum aggregate amount of £1,000.00 per claim or series of related claims.

14. CHANGES TO THE AGREEMENT

14.1 Slice Mobile reserves the right to change these terms and conditions for legal or regulatory reasons. We may also need to change these terms and conditions as a result of changes by our Network suppliers or for other technical or commercial reasons, such as changes to our Products and Services. We may also change our Charges or introduce new Charges. Changes to Charges will be reflected in our tariff table from time to time.

14.2 If we make a change, Slice will give you at least one month’s written notice where we can, or an electronic message to your eSIM. Some changes may give you the right to cancel this Agreement, if we make a change that is not exclusively to your benefit and you choose to cancel the agreement, you may request a refund of any credit on your account, and or any pre-paid sums on long term products.

14.3 Please check our website regularly for any changes. We may also notify you of changes through advertisement in the national media, by email, by post, or by text message or by other reasonable means. We may also place a recorded message on the phone number for our Customer Services Department.

15. GENERAL PROVISIONS

15.1 If you have a complaint or query about the Services you can contact our Customer Services Department in the ways set out on our website or email [email protected]. You may also contact the Ombudsman Services. The Ombudsman Services is an independent body who can help resolve problems or complaints between us: for more information, see www.ombudsman-services.org

15.2 This Agreement represents the entire agreement between Slice Mobile and you in relation to the Services. It takes precedence over all prior agreements (written and oral), and all representations or other communications between Slice Mobile and you.

15.3 No term or condition of this Agreement is enforceable by any third party (a person who is not a party to this Agreement) under the Contracts (Rights of Third Parties) Act, 1999.

15.4 Failure or delay by either Slice Mobile or the Customer to enforce any right under this Agreement shall not prevent Slice Mobile or the Customer (as the case may be) from taking further action.

15.5 Slice Mobile is entitled to assign all of its rights and obligations under this Agreement to a third party.

15.6 This Agreement is governed by English law and the English courts will have exclusive jurisdiction over any dispute under this Agreement.

16. PROMOTIONAL OFFERS

16.1 Promotional offers can only be used by those who have received a promo code via an email from Slice, subject to specific terms and conditions described in the promotional offer email.

16.2 To redeem the promotional offer, enter the promotional code during our onboarding process in the Slice app.

16.3 The promotional code must be applied at the time of sign-up to receive the discount, the code cannot be applied retrospectively.

16.4 The promotional code is non-transferable and cannot be exchanged for cash.

16.5 Only one promotional code can be used per customer and per transaction.

16.6 If you cancel your service, the discount applied through the promotional code will not be refunded.

16.7 Misuse of the promotional code, including sharing it with others or using it multiple times, may result in cancellation of the discount and/or termination of your account.

16.8 We reserve the right to modify or cancel promotion offers at any time without prior notice.

16.9 Any changes to the terms and conditions of the promotional offers will be communicated via email.

16.10 Promotional offers comply with relevant regulations and guidelines, including those set forth by Ofcom.

16.11 We ensure that our promotional materials are clear, fair, and not misleading.

16.12 These promotional offer terms do not affect your statutory rights under the Consumer Rights Act 2015.

16.13 For any questions or concerns regarding promotional offers, please contact our customer service team by sending an email to [email protected]