We want you to know that we offer 'Our Promise' as standard to all our customers. We offer 4 guarantees, and these are:

• 14 Day Money Back Guarantee

If you are unhappy with your phone you can return it to us within 14 days of purchase without any reason

If you’re not entirely satisfied with your purchase, for whatever reason, you can make arrangements to return it within a period of 14 days. All you need to do is call us direct on 0870 950 3292 and we will discuss the process over the phone with you. Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm

• Lowest Prices Guarantee

If you find the same deal cheaper elsewhere then we’ll match 100% of the difference

We'll give you 100% of the difference back if you can find the same product and offer cheaper on another UK registered company website or retail store.

We will only do this if the offer is available to purchase from stock either at the time of purchase or within 7 days of your purchase from ultramobiles.co.uk. You will need to present your receipt where you have already purchased.

We will not do this for opening, closing down, ex-display, clearance, re-furbished, special order, members only or extended warranty prices.

We will check the websites of our key competitors everyday to try and ensure we give you the best prices and value available.

• Next Day Delivery before Midday Guarantee

On all orders placed before 6pm Monday to Friday

We guarantee to dispatch all accepted orders placed by 6pm the same day for next day delivery, Monday to Friday. Orders placed after 6pm on a Friday will be dispatched on a Monday for next day delivery on a Tuesday. The Royal Mail do not guarantee deliveries on a Saturday but they endeavour to do so. We will provide you with a unique postal reference number should you wish to track your order on the Royal Mail website www.royalmail.co.uk. If you are out a card will be left through the letterbox where arrangements for collection can be made.

• Purchase Protection Guarantee

If you buy a phone from us and we lower the price within 7 days we’ll give you the difference back

This commitment provides you with the confidence that should we lower our prices within 7 days of your purchase you can apply for a credit to the same value. Simply write to or e-mail us and we will raise a credit to this value.

The following are guidelines.
Wherever possible we will respond to your individual circumstances.

We guarantee products for a period of 1 year.

If you product is faulty and it is within the first 28 days of purchase then we will be happy to exchange this for you. All you need to do is call us 0870 950 3292

To qualify for an exchange the product must be:

• in otherwise "as new" condition; and
• complete with any accessories and free gifts offered with it (and, if possible, the original box and packaging)

If your product is faulty and it is more than 28 days since the date of purchase you will need to have it repaired. Please call us on 0870 950 3292 where we can make arrangements for this.

Opening hours
		Day	Hours
		Monday to Friday	9am - 6pm
		Saturday	9am - 4pm
		Sunday	Closed

Useful telephone numbers

	ultramobiles.co.uk
	Sales (please note that sales advisors will not be able help with delivery or customer service enquiries)	0845 130 9199
	Delivery queries	0870 950 3292
	Customer Service	0870 950 3292
	'3' Services
	Customer Service
	from a ‘3’ handset	333
	from a landline or other mobile network	0870 733 0333
	Business Customer Care	0870 733 0337
	Directory Enquiries (search for two numbers)	118 313
	Directory Enquiries for customers with disabilities	195
	ThreePay voucher top-up activation line (PAYG customers)
	from a ‘3’ handset	444
	from a landline or other mobile network	0870 733 0444
	Voicemail / E-mail / Faxmail
	from a ‘3’ handset	123
	AA Weather Service
	from a ‘3’ handset	401 100
	RAC Weather Service
	from a ‘3’ handset	1740

Applications are processed and assessed using a credit scoring process that also includes a credit check with a credit reference agency called Equifax. When credit checking a number of areas are considered such as:

• Past credit performance
• CCJ's
• Number of Credit Searches
• Electoral role status
• Credit file content
• Good/Bad data held

Even if a credit application appears to be clear either the network or ultramobiles.co.uk still have a right to decline your application.

If you have not been successful with your application, you can request to view your credit file from Equifax directly by sending a £2.00 cheque to the address below, made payable to Credit File Advice Centre.

Credit File Advice Centre
PO Box 1140
Bradford BD1 5US

You will need to provide the following information with your application:

• Full name, including title, forename, middle name and surname (and maiden name if appropriate).
• Any other name you have been known by.
• Your full date of birth.
• Your current address, including house number/name, street name, district, post town and postcode.
• Any previous addresses lived at during the last 6 years. Listing each address separately including house number/name, street name, district, post town and postcode.
• Alternatively, they can apply for their file over the internet at www.equifax.co.uk All the information about credit files is also on the website.

The Cashback promotion is an ultramobiles.co.uk offer and is available to customers that subscribe to selected brand new pay monthly contracts where offered.

How to claim
Your Cashback amount is refunded to you in 2 stages by redemption: The first ½ after month 6 and ½ after month 12.

Step 1
All you need to do is send us a copy of your ‘month 6’ bill within 14 days of receiving it and we will send you a cheque to the value of ½ the full Cashback amount.

Step 2
For the remainder ½ of your Cashback all you need to do is send us a copy of your 'month 12' bill within 14 days of receiving it and we will send you a cheque for the remaining Cashback amount.

Please send your claims by post to:

Cashback Claims Team,
P.O. Box 436,
Harpenden,
Hertfordshire
AL5 3WZ

You need to know that:
If you change your price plan within the 12 month period of your contract you will invalidate your claim. If you have received any payments from ultramobiles.co.uk prior to changing your price plan or cancelling your agreement then we will look to recover these payments. If your account payments aren't kept up to date and are in areas at the time of the claim you will invalidate your claim. ultramobiles.co.uk will look to recoup any loss incurred should your account fall into arrears and you are found to be in breach of your airtime contract with '3'.

The package discount applies when the phone is bought with a £15 airtime voucher. The mobile phone will also be pre-registered against the name and address of the person purchasing. Changes to the registered owner can be made at a later date direct with '3'. The package discount is only available on these terms otherwise the full handset price applies.

If you apply for a refund for whatever reason we will only refund the value of the handset whether you have used the airtime credit or not.

Choice
With '3' price plans you can choose from a range of monthly plans, so you know what you’re likely to pay each month.

You can also choose a plan to match some of the services you use the most. So it you like to talk or text more than anything else, check out the Video Talk and Talk & Text options.

It's up to you.

Fairness
'3' aim to be as fair as possible. So instead of charging you by the megabyte, you’re charged for an 'event'. An 'event' may be watching a video clip or sending someone a video message. Charging this way means you know how much it costs, however big the video clip or however long the video message.

Value
From 5p per minute for a voice call, 25p to create a picture message or 50p to watch Barclays Premiership highlights, you know you’re getting great value.

There are no peak rate penalties or premium charges to call other networks, and there are no minimum call charges.

The services are organised as simply as possible, but there are a few new concepts to grasp.

What is event charging?
When you use '3' services other than making calls (voice, video and voicemail), you get charged per 'event' – for example, you pay a fixed amount to download a video clip or view a map.

How do I know what something will cost?
For making calls, faxes and messaging outside any inclusive allowance that may be included in your price plan, the charges shown within Calls, fax & messaging prices are what you need to remember.

The range of additional services (such as certain messaging services, email, games, Online services, Quickplay and Save & play content) are set out within the latest '3' prices for services In relation to chargeable Games, Online services, Quickplay and Save & play content, an indication of price will be shown on your handset’s screen, letting you know the cost before you do anything.

What is Quickplay?
Quickplay is a faster way of watching videos. The video won’t be stored on your handset.

What is Save & play content?
Save & play content is downloaded and stored on you handset.

What is Online content?
Online content (text and picture) is viewed on your handset without you needing to download.

What is Games content?
With Games content, you can download games onto your handset and play them. Some basic charging principles Once you have paid for a piece of Online content (other than location Online content and games), you can view it again without charge up to 10 times within a 20 minute period.

Once you paid for a piece of Save & play content, excluding games, you can access it as many times as you like through your handset media player. And if you ever experience any problems downloading the content with Quickplay, you needn’t worry – you can try to download it 10 times within a 20 minute period without being charged again.

There are two types of games – Rent games and Buy games. See How games work for further details.

Just want to chat?
VideoTalk 100, 500 &750

• Loads of inclusive any network, any time voice minutes every month
• If talking's your thing, then VideoTalk price plans give you up to 760 inclusive voice minutes - so you can chat whenever you want

	Inclusive plans1 for customers registering from 1st September 2004
		VideoTalk 100	VideoTalk 500	VideoTalk 750
	Monthly charge	£15	£25	£35
	UK voice minutes	100	500	750
	Minimum term	12 months	12 months	12 months

All prices include VAT

Text and text crazy?
Talk & Text 200, 600 & 900

• Masses of inclusive any network, any time voice minutes and text messages every month
• Add video value for half price every month

	Inclusive plans1 for customers registering from 1st September 2004
		Talk & Text 200	Talk & Text 600	Talk & Text 900
	Monthly charge	£20	£30	£40
	UK voice minutes	100	500	750
	UK text messages 2,3	100	100	150
	Minimum term	12 months	12 months	12 months

All prices include VAT

Want loads of everything?
VideoTalk 1000 & 2000

• Tons of inclusive any network any time voice minutes every month
• Loads of inclusive text, picture and video messages every month
• Inclusive allowance of £20 or £40 to spend on content every month

	Inclusive plans1 for customers registering from 1st September 2004
		VideoTalk 1000	VideoTalk 2000
	Monthly charge	£60	£100
	UK voice minutes	1000	2000
	UK video minutes	50	100
	UK text messages2,3	150	300
	UK photo messages2,3	50	100
	UK video messages2,3	50	100
	Email	25	£50
	Content4	£20	£40
	Minimum term	12 months	12 months

All prices include VAT

1. No rollover of monthly allowance to the next month for pay monthly customers. ThreePay Top-up vouchers are valid for 30 days from the date of activation (vouchers must be activated within 90 days of purchase). After monthly or Top-up allowance is used up, prices for additional use are shown within the 'Prices outside of your allowance' section. International calls and messages, calls and messages made and received whilst abroad, premium rate calls and messages, message alert services and directory service calls, calls to 0800 / 0500 / 0808 numbers that are not on the THA list and special numbers (e.g. 090, 070) are excluded from any monthly and top-up voice and messaging allowances. For pay monthly customers, calls / messages to non-geographic numbers (e.g. 087, 084) are also excluded from any monthly voice and messaging allowances.
   
2. Monthly, top-up and add+on allowances for test messages (if any)only applt to messages within the UK. Monthly allowances for photo and video messages (if any) only apply to messages within the ‘3’ network. Messages sent from the UK to international destinations, messages sent and received whilst abroad, picture and video messages and alerts received as part of 3's Alerts service are excluded from any monthly, top-up and add+on allowances for messages.
   
3. Each text / photo / video message can accommodate 160 characters. Some handsets allow for more, these will be divided and sent in numerous messages (depending upon length). Each message with be deducted from your top-up, add+on or monthly allowance (if any) or charged at standard rates.

Enjoy the best games from '3' at the most flexible prices. You need to read the instruction pages for each specific game to find out its charging details.

There are two types:

• Rent games

Most 'rent games' you pay for three days of use from activation. 'Online games' are charged per play. You will need to be in a video service area to play an 'Online game'. Please read the Game instruction page for each specific game to find its charging details.

• Buy games

These games can be downloaded to your handset to keep for a one-off charge.

New Additional Services
'3' will continually look to expand and revise the content offering to provide you with new '3' services. If they introduce new Additional Services then these can be found on the latest '3' prices for services and usually an indication of price will be shown on your handset's screen letting you know the cost before you do anything.

The UK’s first live video mobile news and entertainment channel.

When you press the Triangle key you’ll go straight to 'Today on 3'. Simply scroll down and click on a picture to go straight to the video. Today on 3 is updated throughout the day, every day, so you will always find something new. It doesn’t cost a thing, and you’ll only be charged when you choose a story with a price on it.

Of course they’ve got the very best content available from:

• The latest news and finance from ITN and Reuter
• Sport from ITN, Sky Sports and UEFA Champions League
• Comedy from Jongleurs, Angry Kid, and Classic Comedy
• Ringtunes and Wallpapers from Media Streams
• Music and entertainment from FHM, MTV and Pete Tong

For more information on all the fantastic services available from '3' then go to http://www.three.co.uk/explore/services3/detail.omp

You need to call '3' Customer Service to enable your handset for international roaming. Approval is subject to credit checks.

There are three types of international calls and messaging:

1. from the UK to an international number
2. Received when abroad
3. Made when abroad

Each type of international call and message has its own pricing structure.

'3' calls from the UK are normally charged by the second.

However, charges when abroad are normally charged per minute. For the most up to date details and prices see http://www.three.co.uk/explore/coverage/intIndex.omp

Certain kinds of calls within the UK fall outside the main price levels.

Other services
Below are Charges for other services

Additional copy of invoice - £1.00 per copy
Fully itemised bill - £1.00
Non-recurring payment* - £3.00 per month
Change of payment date - £3.00
Failed/late payment - £5.00
Failed delievery of replacement handset/ SIM** - £10.00
Reconnection*** - £10.00
Change of phone number - £10.00
Handset unlocking - £15.00
Cancellation fee† - Lump sum equivalant to the total of all the monthly charges still remaining on your initial Minimum Term (where applicable)

* Non-recurring payment: 3's preferred method of payment is by recurring direct debit. Recurring payments have no additional charge.

** Charge for failed delivery of replacement handset / SIM: If you aren’t present when delivery takes place (so that the delivery fails) '3' reserve the right to charge you for this.

*** Reconnection charge: If '3' have to suspend or disconnect you from the '3' network, '3' reserve the right to charge you for reconnecting your handset.

† Cancellation fee: There is no cancellation fee if you wish to cancel after your minimum term has finished.

Any '3' services offered for free are subject to our fair use policy. To make sure no one abuses this freedom, we have set monthly limits of:

• Free mail and selected Online content – maximum 20Mb per month
• Free first month content on selected VideoTalk price plans – maximum £100 value per month
• Limits for other free use promotions will be listed on three.co.uk

If you exceed these limits, '3' may ask you to moderate your usage. If you continue to exceed these limits, '3' reserve the right to suspend or terminate your service in accordance with the Terms for '3' Services.

If you join '3' on Talk & Text 200, 600 and 900, VideoTalk 100, 500, 750, 1000 and 2000, you’re making a 12-month commitment.

Once you’ve been with '3' for six months, you can ask to change to a lower available Price Plan than the one you originally joined on (on such terms as specified by '3').

If you wish to change to a higher available Price Plan than the one you originally joined on, you can do this at any time (on such terms as specified by '3').

Charges for calls, fax and messages outside the inclusive allowance for your pay monthly plan

Per minute / message	3' UK mobiles / Voicemail	UK mobiles	UK landline
Voice and fax calls	5p	25p	10p2
Video Calls	50p		750
Text message1	10p	10p	150
Photo message1	25p	25p	12 months
Video message1	50p	50p	12 months

All prices include VAT

1. Monthly, top-up and add+on allowances for test messages (if any)only applt to messages within the UK. Monthly allowances for photo and video messages (if any) only apply to messages within the ‘3’ network. Messages sent from the UK to international destinations, messages sent and received whilst abroad, picture and video messages and alerts received as part of 3's Alerts service are excluded from any monthly, top-up and add+on allowances for messages.
   
2. All voice calls and fax to UK landlines made from outside the video service area will be charged at 15p per minute.

If you subscribe and agree to 200 text messages at £10 per month we'll give you the first month free by way of a credit for £10.

If you subscribe and agree to 75 text messages at £5 per month we'll give you the first month free by way of a credit for £5. When you subscribe to either of these services it’s for a minimum of 6 months.

No claim is necessary as we will automatically send you a cheque for the full amount within 28 working days of your upgrade.

How to claim your reduced line rental 12 Month Price Plans 18 Month Price Plans Half Price duration Claim periods Half Price duration Claim periods 3 Months no claim needed 3 Months no claim needed 4 Months month 4 4 Months no claim needed 5 Months month 5 5 Months no claim needed 6 Months month 6 6 Months no claim needed 7 Months month 7 7 Months month 7 8 Months month  8 8 Months month 8 9 Months months 6 & 9 9 Months month 9 10 Months months 6 & 10 10 Months month 10 11 Months months 6 & 11 11 Months months 9 & 11 12 Months months 6, 9 & 12 12 Months months 9 & 12 Step 1 The reduced line rental offers are based on redemption only and will not appear on your T-Mobile bill. Step 2 The number of claims depends on the number of months the offer is based (as shown in the tables above). First select the the relevant table by identifying your contract term i.e. 12 or 18 months. Step 3 Now look down the table to check how many claim periods there are. You do this by the number of months you have the offer for. Example: a 12 month contract with 10 months reduced line rental has two claim periods, these being month 6 and then month 10. Step 4 To claim your reduced line rental you will need to send the relevant bill within 14 days of receipt of the date shown on the bill to the address shown in Step 5. We will then credit your bank account directly by BACS transfer if you pay your monthly bill by Direct Debit and you supplied us with your account details when you made your application, or by cheque for other payment types. The relevant bill means the bill corresponding to the claim period as shown in the table above as calculated in steps 2 & 3. Step 5 Please send your claims by post to: Reduced Line Rental Claims Team, P.O. Box 436, Harpenden, Hertfordshire. AL5 3WZ   You need to know that (applies to all reduced line rental offers): If you change your price plan within the 12 month period of your contract you will invalidate your claim. If you have received any payments from ultramobiles.co.uk prior to changing your price plan or cancelling your agreement then we will look to recover these payments. If your account payments aren't kept up to date and are in areas at the time of the claim you will invalidate your claim. ultramobiles.co.uk will look to recoup any loss incurred should your account fall into arrears and you are found to be in breach of your airtime contract with T-Mobile.