Hutchison 3G UK Limited,

450 Longwater Avenue,

Green Park,
Reading, Berkshire, RG2 6GF
Contact Customer Support: https://smarty.co.uk/contact
Complaints: 0333 338 1054
18 February 2024

Contract Information
For our customers with visual, hearing or dexterity impairments, we offer a range of accessibility services and our dedicated accessibility
team is here between 9am and 5.00pm via phone 0333 338 1047 or via email, [email protected]. Contact
SMARTY Customer Services via our website Contact | Smarty (https://smarty.co.uk/contact).

Plan
Plan Name Plan Information Price without offer Offer Information Price with offer
Breakdown
100GB 100GB Data, Unlimited Text, £12.00 £12.00
Unlimited Voice
TOTAL (incl. £12.00 £12.00
VAT)

Plan Your plan is for 1 month unless you choose to auto renew. If you choose to auto renew your plan will refresh each
Duration month unless you decide to leave us. The monthly charge will remain the same unless SMARTY notifies you
otherwise, you choose a new plan or your promotion expires.

Number to If you have entered a PAC code then your number will transfer to SMARTY.
transfer to If you have entered a STAC code then you will use the new SMARTY number and your previous number will be
SMARTY
disconnected.
If you have decided to not to port your number and want more info on the switching process go to Switching To
SMARTY | SMARTY (https://smarty.co.uk/support/switching).

Who is SMARTY and how can our Customers contact us?

SMARTY Services are provided by Hutchison 3G UK Limited registered at 450 Longwater Avenue, Green Park, Reading, Berkshire,
RG2 6GF.
Customers can contact customer support. Please contact us in the first instance using our web chat at https://smarty.co.uk, or
alternatively you can email us at [email protected]. If you wish to raise a complaint you can do this via email, phone or post and
further details can be found on Complaints | SMARTY (https://smarty.co.uk/complaints)

Description of Services

SMARTY will provide you with the SMARTY Services as set out in this document.
Due to the nature of mobile services, SMARTY cannot guarantee coverage and there may be areas where you don’t have access to
all SMARTY Services or where coverage is limited or unavailable. For more information see our Coverage Checker | Smarty
(https://smarty.co.uk/coverage-checker)
The estimated maximum speed that you are likely to experience on SMARTY’s network is as follows:

Estimated Speed (based on the estimated maximum speed customers are likely to experience on Three’s UK network)
Download Upload
3G 18 Mbps 2.6 Mbps
4G 70 Mbps 22 Mbps
5G 597 Mbps 50 Mbps

Speeds will vary due to a number of factors including your distance from the nearest mast, location in a building, local geography,
congestion and the type of equipment used. If you experience continuous or regularly recurring disruption to services you may be
entitled to a price reduction or other remedy available under consumer law. Please contact SMARTY Customer Services on the
contact details above.

Price

The monthly charge for the SMARTY services and any monthly add-ons is set out in the Service Schedule on the front page(s) with
details of the relevant inclusive calls, SMS and data allowances.

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Calls to standard UK landlines (starting 01, 02 or 03; excludes calls to the Isle of Man or the Channel Islands), UK mobiles (any
network) and your SMARTY voicemail are included in your Voice Plan.
On your Voice Plan unlimited minutes and texts are for UK mobiles or landlines only. Calls to Service Numbers (i.e. those starting 084,
087, and 118333) are excluded from the monthly allowance and an “Out of Plan” Add-on is needed to be purchased if you wish to call
these numbers. The Charges are split into two Charges: an Access Charge (set by SMARTY and further details can be found on our
Pricing Guide (https://smarty.co.uk/priceguide) and a Service Charge, which is set by the company you are calling. Calls to 05 and 070
numbers are also excluded from your monthly allowance. There are some Services, e.g. Premium Numbers (starting 09), Charge to
mobile Services and short codes, that are not available with SMARTY at the moment.
For our Data Only Plan please see our Pricing Guide (https://smarty.co.uk/priceguide) for the Charges relating to all calls and texts as
these are not included in your Plan and you will need to buy an “Out of Plan” Add-on.
For both our Data Only Plan and our Voice Plan, if you have used your monthly inclusive allowance of data, you can choose to
purchase a Data Add-on which will last until you have used the additional allowance. Alternatively you can change your price Plan to
one with an increased data allowance. If you change your price Plan this will take effect on your next renewal date.
Add-ons will last until you have used the additional allowance or the permitted time frame has passed, as per the terms of that Add-on.
If you wish to roam within the EU and your Plan includes calls and texts, it will work with no extra fees to call and text within the EU or
to the UK (standard landlines and mobiles). All Plans are subject to our Fair Use Limit, you can use up to 12GB of data each month
out of your monthly allowance. If you need more data, you can buy a Data Add-on.
Outside of the EU, data, calls or texts won’t work if you don’t have an “Out of Plan” Add-on on your account. If you don’t use all your
“Out of Plan” Add-on, you can choose to put that money towards your next month or you can use it next time you need it. For more
information please see https://smarty.co.uk. For more details of Customers’ Plans, including outside of allowance services, and Add-
ons, please view SMARTY’s Pricing Guide (https://smarty.co.uk/priceguide).

Delivery of Service

New Customers
Direct
If you have bought a new SIM from us from www.smarty.co.uk then you will have created an account with your details and a SIM will
have been posted out. Log in to your account and tap “Activate SIM” to begin your billing month and start using your data, calls &
texts.
Indirect
If you have brought a SMARTY SIM from a store or another retailer, please go to Activate | Smarty (https://smarty.co.uk/activate) and
tap “Let’s get started” to sign up and activate your SIM instead. Activation should happen in just a few minutes, but could take up to 2
hours. We’ll send you an email and a text to your SMARTY SIM when your SIM is activated.
For further information on how to activate and set up your plan please visit Help | Smarty (https://help.smarty.co.uk/en).
The 3G network
Throughout 2023 and 2024, Three, who provides our network, will be upgrading the network. Following these changes, you will need a
4G or 5G device capable of making voice calls on the 4G network to access the Services. 3G-only devices, and early 4G handsets
that can only make 3G voice calls, will no longer work on the network in areas where the upgrade work is underway or has been
completed. For more information about coverage, take a look at Coverage Checker | SMARTY (https://smarty.co.uk/coverage-
checker)

Ending an Agreement

Your plan term is set out in the service schedule on the front page(s).
To discontinue your plan with SMARTY then you will need to switch off your auto renewal payment on your Account settings. If you
want to move to another provider you will then need to request a PAC or STAC from us via online or SMS.
A PAC or STAC will be valid for 30 days. Requesting a PAC or STAC does not close your account. Only when you use the code with
another network will your SMARTY account be closed.
If you've got credit left on your “Out of Plan” Add-On, we can refund your credit and any entirely unused Data Add-Ons after you
switch, but you’ll need to contact us within 90 days. (If you would like to claim a refund, please get in touch: Contact | SMARTY
(https://smarty.co.uk/contact).
14 Day Money Back Guarantee
Our 14 day money back guarantee means you have the right to terminate your SMARTY account within the first 14 days of placing
your order and only pay for what you’ve used. For further information please see our Terms & Conditions | Smarty
(https://smarty.co.uk/terms).
For further details on termination see our Terms & Conditions | Smarty (https://smarty.co.uk/terms).

Switching your Services & bringing a number to SMARTY

You can find guidance on how to switch your services and how to bring your number to SMARTY on our support pages: Switching
Your Services & Bringing Your Number | SMARTY (https://help.smarty.co.uk/en/collections/3847384-switching). When joining

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SMARTY, you can decide whether to bring your old number(s) with you or leave your number with your previous provider. You can
make this decision when you join or when you activate your SMARTY SIM.
You'll just need a PAC or STAC from your existing phone provider in order to start the transfer process. For further information visit
Leaving Us | SMARTY (https://help.smarty.co.uk/en/articles/952726-how-do-i-leave-smarty).
Your switch will happen on the next available working day from the date the request is completed or you can pick any working day
within the next 30 days (not including Bank Holidays or weekends) if you’d prefer provided your PAC/STAC has not expired.
Our switching support pages have more information on SMARTY’s switching process. This sets out your right to compensation where
applicable including how such compensation can be accessed and how it will be paid. If there’s a delay to your switch which is caused
by us or your existing provider, you will receive compensation on your SMARTY account within 30 days. For anything else, just get in
touch at Contact | SMARTY (https://smarty.co.uk/contact) if you need to make a claim.

Payment

First Payment
All our monthly plans are paid for in advance and payment is taken upfront for your first month when you place an order, and your
billing cycle begins when you activate your SIM - this means you won’t be due to pay again until a month after you choose to activate.
If you don’t pick the recurring option, we'll send you a reminder by text and email about a week before the end of your monthly billing
cycle so that you've got time to think about the next month. However, because we don't accept BACs payments or Direct Debits we'll
request the money for your SMARTY Plan or add-on immediately, but depending on when you make the payment and how your bank
works, the transaction may not show up on your bank statement until the next business day.
Payment by Auto Renew
To enjoy a seamless service with SMARTY, you can set your Plan up to automatically renew each month. This can be set up on your
Account under Payment Settings. For further details for the payment options please see visit Help | Smarty
(https://help.smarty.co.uk/en).

Controlling Spend

SMARTY offers a range of controls to help you to monitor your level of consumption and spending.
Spend Limits are applied to your account for third party payment services including third-party digital content, subscription services
and premium rate calls and messages. The limits are set under the Payment Services Regulations at £40 per single transaction and a
cumulative limit of £240 per month.
SMARTY has also set a Worldwide data roaming limit of £45 per month to help you control your spend whilst roaming. You can find
more information, including details of how to change this limit here Managing Roaming Costs | SMARTY
(https://smarty.co.uk/roaming). Wherever you roam, you will always receive a text confirming the roaming costs as soon as they arrive
at their destination.

Using SMARTY Services outside the UK

With SMARTY you can use your Voice Plan to call, text and get online (up to 12GB) while travelling abroad in the EU. With our Data
Only Plans you can use you Plan to get online within the EU (up to 12GB) however roaming outside the EU is currently unavailable,
unless you purchase an “Out of Plan” Add on, for more information please see https://smarty.co.uk.
Whilst travelling within the EU, if you have a Voice Plan then your calls and texts are unlimited for calls within the EU and to the UK
(standard landlines and mobiles). For all Plans data comes out of your monthly allowance or Data Add-ons. You need an “Out of Plan”
Add-on to make calls, send texts and use data from EU countries to the rest of the world. All Plans are subject to our Fair Use Limit,
you can use up to 12GB of data each month out of your monthly allowance. Please see our Terms & Conditions | Smarty
(https://smarty.co.uk/terms) for more information about our Fair Use Policy (https://smarty.co.uk/priceguide).
Whilst travelling outside the EU, you will need to purchase an “out of plan” add-on for data, calls and texts for countries outside the
EU. Top up your “out of plan” balance, then just pay as you go.
Roaming is included in your Plan. You will need to update your APN settings once before use abroad for this to work automatically
when you arrive at your destination (as long as data roaming is switched on in your Device's settings). To understand how to do this
see https://help.smarty.co.uk/en/articles/2045756-setting-up-your-phone-to-work-abroad . The roaming rates you’ll be Charged for
calls and messages while abroad will depend on which band the country you’re travelling in falls into. For further pricing information
please see our Pricing Guide (https://smarty.co.uk/priceguide).

Remedies

Due to the nature of mobile technology, there may be situations when SMARTY Services aren’t always available, or the quality or
network speeds are affected and so SMARTY cannot guarantee continuous fault-free service due to maintenance or other factors
outside SMARTY’s control.
More detail can be found at Terms & Conditions | Smarty (https://smarty.co.uk/terms).
If you experience continuous or regularly recurring disruption to SMARTY Services (such as where access to SMARTY Services is
limited or unavailable) you may be entitled to a price reduction based upon the period of the disruption. This may take the form of a
partial or full credit or a refund of your monthly charge.

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To receive a credit or refund you will need to report the disruption to SMARTY so that we may investigate your concerns, consider the
extent to which the you use the SMARTY Services in question and measure the disruption against your typical usage history. An
alternative means of accessing the disrupted SMARTY Service (for example, using SMARTY Wi-Fi Calling) must also be unavailable
to you.

Complaints

If you are unhappy about any aspect of the SMARTY Services, you should contact SMARTY via web chat at https://smarty.co.uk, or
alternatively you can email us at [email protected].
You can raise a complaint using our online form at Complaints | SMARTY (https://smarty.co.uk/complaints) or you can request a call
back to discuss your complaint by calling 0333 3381054. If you prefer to write please send your thoughts to SMARTY Customer
Complaints, Hutchison 3G UK Limited, 450 Longwater Avenue, Green Park, Reading, Berkshire, RG2 6GF with written notice of the
complaint which sets out the full facts and includes relevant documentation.
SMARTY will investigate any complaint in accordance with its customer complaints code, after which SMARTY will contact you with
the results. A copy of SMARTY’s customer complaints code can be viewed on our website at Complaints | SMARTY
(https://smarty.co.uk/complaints) or you can request a copy by contacting us via our Web Chat. SMARTY’s Customer Complaints
Code complies with Ofcom’s Approved Complaints Code which can be found on Ofcom’s website in the Annex to General Condition
C4 at Home - Ofcom (https://www.ofcom.org.uk/home). If SMARTY is unable to resolve your complaint, you may, depending on the
nature of the complaint, be entitled to ask Ombudsman Services: Communications to consider the complaint. If this is the case, we will
notify you by email or by post. The Ombudsman’s website address is: https://www.ombudsman-services.org.

Privacy

In order to supply you with SMARTY Services under this Agreement, SMARTY may process your personally identifiable information:
(a) that a Customer gives to SMARTY or that SMARTY may obtain about a Customer as a result of any application or registration for,
and use of, SMARTY Services.
This may include may include name, current and previous address(es), date of birth, phone and fax numbers, gender, email address,
employment, bank and credit or debit card information, and information obtained from credit reference and fraud prevention agencies;
and
(b) acquired and processed about a Customer’s use of SMARTY Services while they are a customer of SMARTY.
This may include Location Data, Communications Data, dynamic IP addresses, phone number, the unique code identifying a user’s
Phone and SIM, data from marketing organisations and those who provide services to us (including information from other countries)
and a Customer’s account information, including contact history notes.
For more information of how SMARTY uses personally identifiable information, go to our Privacy Portal at Your privacy | SMARTY
(https://smarty.co.uk/privacy).

Security

SMARTY will inform Customers in the event of unauthorised disclosure, loss or destruction of any Personal Data processed in the
course of providing the SMARTY Services which comes to SMARTY’s attention.
Unless required by law or other obligation, SMARTY agrees that it will not discuss any individual case with any third party including but
not limited to the media, vendors, consumers and affected individuals without the consent of the Customer.

Accessibility

SMARTY offers a wide range of Services and support to ensure that we meet the needs of all our customers. To find out more about
these options, please visit Accessibility | SMARTY (https://smarty.co.uk/accessibility).

Access to emergency organisations and caller location information

If you use SMARTY’s Wi-Fi calling Service to call 999 in the UK, please note that a call may be interrupted, or end, if you have a
power cut or their internet connection fails. If you are having problems connecting with Wi-Fi, you may wish to use a mobile or fixed
network connection.
Keeping your SMARTY account information updated (i.e. your current home address / address where you Plan to use Wi-Fi calling
Services) will allow us to provide support should an emergency occur. Please note, you may still be asked to confirm, or provide, your
location when making an emergency call.
Calls to the Emergency Services cannot be made using Skype (or certain other voice over IP Services). To contact the Emergency
Services, please use a standard voice call from your device.
Calls to the Emergency Services from outside the UK, can be made by calling “112” or using the emergency Services number for the
area you are visiting. (“112” is recognised by most mobile operators worldwide.) Please note, neither your phone number nor location
data will be transmitted to the emergency Services in these circumstances.
If you are using a device, other than a phone, such as a tablet, which can make telephone calls, you may be able to use this to make
free calls to emergency Services in the UK by calling 999 or 112. Please note, when using a tablet, your Location Data may not be

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transmitted to the emergency Services in these circumstances.
If you are using a device that operates on Android operating system, 2.3 and above, please note that on calling 999 or 112, while in
the UK and connected via the SMARTY Network, your Location Data may be automatically transmitted to the emergency Services to
help them locate you in an emergency.
Should you prefer to contact the Emergency Services by text message, the Emergency SMS Service lets you send a text to the UK
emergency Services. Your message will be directed to the Service you need, whether it is the Police, Ambulance, Fire Service, or
Coastguard. It is important to remember that you need to register your phone number first. Text “Register” to 999 before trying to use
the Service. You will get a confirmation text when you are successfully registered.
To find out more, please visit Accessibility | SMARTY (https://smarty.co.uk/accessibility).

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