Three's Terms and Conditions

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People think that our network sucks. We know that. That's why we've worked hard to improve it, so now we can say that we're rated the most reliable network in the UK by customers in a YouGov Survey dated March 2016. #makeitright

Our "current" price guides detail the plans and packages that we curently sell and our up-to-date pricing. If you're new to Three, these are the ones you need. If you've been with us a bit longer, please see "If you're on an older plan or a business customer". If you can't find details of your plan, please contact us.

Three’s Returns & Exchange Policy

Download Three's Returns & Exchange Policy PDF

We always hope you’re happy with your new purchase but just in case you’re not, we’ve set out below when you can return or exchange it. This will depend on where you bought it, and if you purchased directly from Three or another retailer.

 
If you bought it from a Three Store: We’re sorry, but if you bought a Device or Accessory from a Three Store and you change your mind, you’ll be unable to return or exchange it.
 
If you bought it from Three Telesales or online at Three.co.uk: If, within 14 days of receiving your purchase, you decide you want to return or exchange a Device or Accessory you can: 
- call us on 333 (free) from your Phone or 0333 338 1001 (standard call charges apply) for Phone customers; or 
- call 500 (free from a Three phone) or 0333 338 1003 from any other line (standard call charges apply) if you’re a Mobile Broadband (Dongle, Mobile Wi-Fi, Laptop or Tablet) customer. 
- Complete and return the Model Cancellation Form to us. 
Our Customer Contact Centre advisors will be able to help you immediately. There’s some important things to remember though: 
 
  • You can turn on and use your Device to inspect it and to make sure you’ve received what you thought you were buying, but if any damage is caused, or it is used beyond what’s reasonable, we have the right to charge you for any loss in value to the goods as a result of your use or damage. You’re allowed to do what is reasonable to ensure you’ve received what you thought you were buying and that it works as expected. 
  • You’ll also be charged for any Three Services you use before the end of your 14 day cancellation period (e.g. for any calls, texts or data used). Please remember that it can take up to 3 months for some international and premium rate services to be applied to your bill. 
  • If you return a Device (or Accessory) to us, you will need to include not only the device, but any packaging, manuals, accessories and any “free” gifts supplied with the device. If anything is damaged or missing, you may be charged for these in line with the appropriate charges set out in our Price Guide.
  • We realise mistakes happen, so we ask that you take care when returning your Device to us. If you send us the wrong Device, or don't return your Device at all, we won't be able to process your request and you’ll continue to be charged in accordance with your agreement with us.
  • If you change your mind and wish to exchange your Device for a different make or model, a charge will be applied as set out in our Price Guide.
  • For hygiene reasons, we can’t accept returns or exchanges on some accessories, like headsets, where the packaging has been opened or had the seal broken.

If you purchased from another retailer: You’ll need to check directly with them to see what their returns and exchanges policy is. If you’re given an exchange or refund, but have connected to Three and used any of our services, then we may charge you for these. Please remember that it can take up to 3 months for some international and premium rate services to be applied to your bill. 

If you’re a Business Customer, please contact your Account Manager or call us on 0333 338 1004 from any phone (standard charges apply).

 

All-you-can-eat

All-you-can-eat data

If you have All-you-can-eat data units as part of your package or with an Add-on, there are no hidden ‘fair use policies’ when using your device within the UK. All-you-can-eat data units should give you all the access to the internet you would normally need, without worrying about hefty bills. Even if you used your phone for every minute of every day you’d only use, subject to TrafficSense™, around 1,000 GB each month. Certain usage, for example, for commercial purposes, isn’t allowed under our Terms for Three Services, so we’ve set a usage cap at 1,000 GB, in order to help identify non-permitted use.

In addition to these All-you-can-eat UK allowances, you can use up to 12,288 data units (which converts into 12GB of data as 1 data unit converts automatically on use into 1MB of data) each month when in a Feel At Home destination.

You can also use a portion of your All-you-can-data units within the UK each month to create a personal hotspot (All-you-can-eat data plans include 30GB Personal Hotspot), allowing you to connect more than 1 device to the internet at once – how many depends on your contract start date, but may be up to 30,720 data units. Please check your Price Guide for exact amounts.

All-you-can-eat minutes & texts

There’s no hidden “fair use policies” with our All-you-can-eat text units or voice units allowances when using your device in the UK – we just ask that you use this allowance in accordance with our Terms for Three Services – that is, for personal use only, and not for any illegal, commercial or improper purposes.

In addition to these All-you-can-eat UK allowances, you also get 5,000 text units and 3,000 voice units to use respectively each month, when in a Feel At Home destination, which convert respectively into 5,000 text messages back to the UK and 3,000 minutes of calls to UK landline and mobile numbers. When you’re abroad in a Feel At Home destination, texts and calls to places other than the UK are chargeable – you’ll sent a text message on arrival in your destination, letting you know what these charges will be. They are also set out in your Price Guide.

dial

Music service provided by i.am+, tracks may vary. UK data use for the music service is currently included in the contract price for the minimum term.  i.am+ may provide or enable additional services such as the i.am+ app store, the ability to twin dial to other devices or offer internet enabled roaming services (the last of these being in addition to Three’s standard services).  These additional services are being provided by i.am+, and i.am+ may require a separate subscription and provide terms and conditions of use of these services.  Three’s standard returns and exchange policy, terms of service and price guide apply.

Euro Internet Pass

Enjoy the freedom to browse, tweet, update, upload and search in the EU with All-you-can-eat data with our Euro Internet Pass, for just £5 a day. It’s valid from the time you buy it until midnight (UK time) that evening. The Euro Internet Pass is a Daily Add-on, which is available for purchase by Pay Monthly (including SIM Only) Customers only.

It can be used in: Austria, the Balearic Islands, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, The Azores, Madeira, Canary Islands, Vatican City, Monaco.

If you’re travelling to a Feel At Home destination, unless you’re on an Essential plan, don’t forget you can use your existing data allowance, so we’d only recommend you buy this Add-on if you think you’ll need all-you-can-eat data. If you’re an Essential plan customer, you’ll be charged for data use abroad (we’ll send you a message on arrival letting you know how much) so you may want to consider this add-on.

The pass was designed for browsing, so streaming may not be as good as it is on our UK network. Your Euro Internet Pass can’t be used to create a personal hotspot. Add-ons for use within the UK only (such as Add Personal Hotspot) can’t be used while your pass is active.

Three reserves the right to change or withdraw the Euro Internet Pass at any time.

Home Signal from Three

 

Your use of the Home Signal box and service is subject to these terms as well as Three’s Terms of Service (www.three.co.uk/terms).


Please read through these terms and print a copy for yourself to keep in case you need them at any time.
 

So you know, when we refer to "we", "our" or "us" it means Hutchison 3G UK Limited, trading as “Three”.  When we say "you" or "your", we mean you, our Three customer who has registered their details with us as the main user of the Home Signal.


Does this change my contract for Three’s services?


No.  This does not affect any of the services that we provide to you which are governed by Three’s Terms of Service.


If there is any difference between what is said here and what is said in the Terms of Service, then what is said in the Terms of Service will prevail.


Before You Use the Home Signal


You must provide us with the address at which the Home Signal will be used, as well as your contact details if different.  Your Home Signal has been provided for use in a residential address only and for security and technical reasons must only be used at the specified and agreed address for which it is provided. 


You can register up to thirty two (32) different mobile numbers (including your own number) for use on your Home Signal box.  These should be mobile numbers of people that you will allow to use your Home Signal box in its registered location.  Those mobile numbers must belong to customers of Three who are resident in the UK.

 
It is important that you register with Three the mobile number of every person and device that you wish to allow to use the Home Signal box, and keep this information up to date and accurate.  Unfortunately, if you do not register these details, individuals will not be able to use your Home Signal box, regardless of whether or not they are a Three customer.


Of the 32 potential registered users, up to a maximum of four (4) of those people can use the Home Signal box at any one time.


You must not give or sell your Home Signal box to anyone.  Please tell us straight away if you think that the Home Signal box has been lost or stolen or if you believe that it is being used in an unauthorised manner.     


The Home Signal box is for use on the Three Network only and must only be used in the United Kingdom.


How does the Home Signal Work?


Broadband


The Home Signal uses your existing fixed line broadband connection.  If you want more detail on how the Home Signal works, please go to www.three.co.uk/homesignal.   


If you don’t have a fixed broadband connection, Home Signal will not work.  You have to plug the Home Signal box into the mains and your broadband router for it to work.  For the Home Signal box to work properly, your broadband needs a download speed of 1Mbps or higher to make calls or send texts. 

Please check with your fixed broadband provider as to the speeds available in your location.


The Home Signal box will use some of your home broadband data allowance (click here to see how much www.three.co.uk/homesignal).  As with all of your broadband use, you are solely responsible for the cost of using your broadband.  The speed of your broadband connection may be affected if you use the Home Signal to consume large quantities of data on the Three Network.


You can continue to access the internet on your handset or other mobile devices using your Wi-Fi connection, even if you’re using the Home Signal box for calls and texts. Please be aware that if you use the Home Signal box to access the internet or consume data via the Home Signal, you will be using some of your Three data allowance as well as that of your broadband provider.


NOTE: If your broadband connection fails, your Home Signal service will also fail and you may not be able to make calls or send texts.  Your service will also cease to function if there is a power cut or failure. 


Broadband Issues?


If you have any problems or questions about your broadband, you should contact your fixed broadband provider as we cannot provide any technical support or advice with regard to your broadband.


Three cannot guarantee that the Home Signal will be compatible with your broadband modem/router, but this should not be a problem for the vast majority of people as the Home Signal box uses a common Ethernet connection to connect to your modem/router which is a ‘standard’ socket.


It is possible that your broadband provider may install systems or programmes outside of our control to stop Home Signal working and in this event, we suggest you contact your broadband supplier. 
 

We can of course offer you advice or answer your questions on the Home Signal itself.  Please go to www.three.co.uk/homesignal to see how to contact us about Home Signal and to find out more.

 

Setting Up the Home Signal box


The Home Signal box is simple to set up.  Please refer to the ‘Getting Started Guide’ supplied with the Home Signal box for full installation guidelines and make sure that you read all instructions, safety and security information before installing the Home Signal box.


It is your responsibility to install the Home Signal box as well as to provide a power supply and fixed line broadband connection.


You must continue to use your existing SIM in your mobile phone.


Who owns what?


Three retain ownership of the Home Signal Box.  You will be required to send it back to Three if you ever decide to leave and terminate your contract with us.  It is really important you do this otherwise you will be charged for the cost of replacement plus any reasonable failed collection charges.


The software in the Home Signal box and all intellectual property rights in that software is owned by the manufacturer and you’re being allowed to use the software on a limited licence from the manufacturer You mustn’t permit your Home Signal to be unlocked via any unauthorised manner.


Using the Home Signal


The Home Signal is provided at our discretion, and is based on a number of factors.  Please contact Three to see if you are eligible.  If you are eligible, then we will provide one (1) Home Signal box per property. 


The Home Signal may only be used for domestic and private use and it must not be used for any commercial or business use.


Your Home Signal box is for use only in accordance with this document and the Home Signal Box may not be used for any illegal or fraudulent purpose or in any way which we believe has harmed or may harm the security or proper functioning of the Three Network. 


If for any reason you are unable to use the Home Signal box, you still have to continue to comply with your Terms of Service, and to pay any charges when they become due.


Three may suspend or disconnect your Home Signal service without notice if you are using the Home Signal in a way that is contrary to these terms and for any of the reasons set out in Three’s Terms of Service (www.three.co.uk/terms).


Emergency Calls and 999


You will not be able to make calls to the emergency services using the Home Signal if it is not supplied with enough power, for example if there is a power cut or failure, or if there is a failure or disruption in the service of your broadband connection.


We or the emergency services may use the details you give us when registering your Home Signal box to identify your location or the location of others calling via the Home Signal box if calls are made to the emergency services. 


This is why you must tell us your contact details and the location of the Home Signal box accurately and inform us straight away if those details change at all.  If the address at which the Home Signal box is going to be used changes, for example if you move home, you must ensure that you notify us of your new address immediately as we will need to register the Home Signal box to your new address.


What is Three’s Liability to you (and how is it limited)?


All of our obligations to you relating to the Home Signal are set out in this document and Three’s Terms of Service.  Those Terms of Service contain details on how we limit our liability to you (www.three.co.uk/terms


We are also not liable for any third party claims, any claims arising out of or relating to your broadband supply or any claims from any other users of the Home Signal box. We are not liable for any loss or damage that was not reasonably foreseeable when you were supplied with your Home Signal box.


Nothing in Three’s Terms of Service or these terms removes or limits our liability for fraud, for death or personal injury caused by our negligence or for any liability which can’t be limited or excluded by applicable law.  If you are a consumer, these terms will not affect any of your statutory rights which you have, which cannot be excluded by these terms. 


Warranty


Three provides a limited warranty to the first end-user of the Home Signal box who received the Home Signal from an authorised seller. Please contact us for a copy of this Warranty if needed.

We reserve the right to amend these terms online at any time.

 

Other questions

 

If you have any questions about the Home Signal, please visit www.three.co.uk/homesignal.

 

London Underground WiFi

Terms and Conditions of Use – Wi-Fi on the London Underground.
 
When we use the terms ‘us,’ ‘we,’ or ‘our’ we mean Hutchison 3G UK Limited, trading as ‘Three,’ Star House, 20 Grenfell Road, Maidenhead, SL6 1EH. 
 
Your agreement with us when using Wi-Fi on the London Underground.
1. When you use free Wi-Fi on the London Underground (the ‘service’), it means that you’re agreeing to the terms and conditions below. If you don’t agree with any of these terms and conditions, you shouldn’t set up and use the service.
 
What we’re offering you.
2. The service gives you the ability to send and receive data over wireless internet in certain London Underground stations .This is available to all our customers, but: 
a. if you’re a Pay Monthly customer all your payments will need to be up to date, and
b. if you’re a Pay As You Go customer you’ll need to have used your device to make a call, send a text or use data over our network within the last 30 days, in order to access the service.
 
3. You’ll need to register for a password in the Wi-Fi on the London Underground section of your My3 account Once you’ve got this and it’s registered on our systems, you’ll be able to use it to log into the service in participating stations.
 
4. This is an extra service that we offer, so we may withdraw it, extend it, charge for it, or change it at any time. You can always see the latest information on the service and the terms here. It is your responsibility to make sure you’re aware of any changes by checking three.co.uk
 
5. The service will be available to you as long as you’re in range, connected, and you’ve met the eligibility criteria set out in paragraph 2 above. 
 
What’s expected of you.
6. We expect you to comply with our standard Terms for Three services, our Privacy Policy and the Acceptable Use Policy.
 
7. You’re responsible for making sure your device works on the service and is virus-free. You’re also responsible for your use of the service, and for the behaviour of anyone else who uses your device or account details to use this service. If you abuse the service, or use it in an unreasonable way, both we and Virgin Media Limited (‘Virgin’), who provide the London Underground Wi-Fi infrastructure, will be allowed to restrict, suspend or cancel your account.
 
8. Except where we state otherwise, we don’t examine your use of the service or the nature of the information you send or receive and we have no obligation to compensate you for such use. You’re also responsible for keeping your account details secure, and making sure other people don’t use your number and/or password.
 
9. We have no control over the content you access or information you transmit while you’re using the service, so it’s up to you to use the service responsibly. We will not be involved in these dealings.
 
10. You need to make sure that your devices and software will work over the service.
 
11. There are certain things you’re not allowed to do, or let anyone else do using your device in relation to the service. These are:
 
• Sending any communication that’s offensive, abusive, defamatory, obscene, menacing or illegal;
• Causing annoyance, inconvenience, unnecessary worry to or breaking the rights of anyone else;
• Doing anything illegal;
• Breaking the security of anyone else’s property or software;
• Having anything to do with obscene material (including things like child pornography);
• Upload, download, post, publish or transmit any information, material or software that’s protected by copyright or any other ownership rights, without the permission of the owner;
• Doing anything that will damage the experience of our other users or which breaches the Acceptable Use Policy  which applies to the service.
 
12. If we or Virgin Media think you’ve done any of these things (including in circumstances where your device has been cloned without your knowledge or consent), we may block your account straight away without telling you first. 
 
13. You’ll be liable for any of the consequences of your misuse of the service, and you must repay us in full any costs and/or losses which we suffer as a result.  
 
What you can expect from us and Virgin Media.
14. The service will start from the time you first connect to the service. You can register up to three devices to use on the service.
 
15. We’ll do everything we can to give you a good and consistent service, but the nature of mobile technology means that sometimes your service could be affected by things like the activities of other users, atmospheric and geographic conditions and other factors that are out of our control. We can’t guarantee that the service will work all the time, so we can’t be responsible for any personal or business consequences of the service going down. 
 
16. If it’s necessary, we’ll restrict access to inappropriate content, like illegal or adult websites, and you agree not to access or try to access such content using the service. Virgin will be providing the service, and some of their access rights might be different to ours, and you may not be able to visit some sites you would over the Three network, and vice-versa.
 
17. We may monitor and control data volume and/or types of traffic transmitted via the service.
 
18. We cannot guarantee, and you accept that we cannot guarantee, the security of the service and you agree to use the service at your own risk. You accept that any financial transactions that you undertake using the service are at your own risk. You must ensure that you have adequate security to prevent illegal access to your use of the service, access to your device, or disclosure of confidential information.
 
Your personal details.
19. We’ll only use your personal details in line with the Data Protection Act 1998. By using the service, you are agreeing to let us use your personal information and other contextual information to profile your usage and viewing. This will help us to improve our services and personalise your experience.
 
20. We’ll use your personal information to contact you about any changes to this service. If you’re happy for us to, we may also use it to update you on our products and services, give you special offers and rewards, and possibly those of selected third parties. We may contact you by mail, telephone or email for these purposes.
 
21. We may also anonymise and bundle together your usage data and share it with third parties. These third parties may use it for marketing purposes, like improving their targeting of advertising. Other than this, the only time we would share your data with any third parties would be if we were required to pass it on for legal or regulatory reasons.
 
Our liability to you.
22. Our liability to you is limited as set out in this agreement. Except as set out in paragraph 24:
a. All other terms, conditions and warranties relating to the service are excluded;
b. Our entire liability to you for something we do or don’t do will be limited to £3,000 for a claim or series of related claims;
c. We are not liable for any loss of income, business or profits, or for any loss or corruption of data in connection with your use of the service; 
d. We are not liable to you for any loss or damage that wasn’t reasonably foreseeable when you entered into this agreement.  
 
23. We won’t be liable to you for the contents of any material from other individuals and/or organisations which may be accessed through the services.
 
24. Nothing in this agreement removes or limits our liability for fraud, for death or personal injury or damage to your personal property up to £10,000 for any one event or series of connected events, where the damage is caused by our negligence, or Virgin’s negligence, or for any liability which can’t be limited or excluded by law. 
 
Other things you need to know.
25. If anything affects this service that’s beyond our reasonable control, including (but not limited to) severe weather conditions, fire or explosion, terrorist activities, vandalism, floods, industrial dispute, we will not be responsible for not providing the service as we’ve described here.  
 
26. If you do anything over this service that requires you to follow any other rules or sign up to any other terms and conditions, we can’t be responsible for this.
 
27. This agreement is personal to you and cannot be transferred. For business reasons we may transfer any of our rights and responsibilities under this agreement without your permission. 
 
28. If there is any inconsistency between this agreement and the Terms for Three Services then the terms of this agreement will prevail. 
 
29. This agreement is governed by English law and is subject to the non-exclusive jurisdiction of the English courts. 
 
 

Managing your internet experience

Improving our network

We’re always working to improve our network, and by the end of this year our customers will have an even bigger, better, faster network. At the same time customer usage of our Mobile Broadband services is increasing dramatically.

We want all our Mobile Broadband customers to have the best possible internet experience, so there are certain things we need to do to make sure it meets your needs.

What happens at busy times?

We carefully manage the traffic on our Mobile Broadband network so that everyone has a fair share of the service. So in an area with a particularly high number of people using the internet (and during busy times like 6pm to midnight) we may manage the speed of things like file sharing, software updates and some download activity which can slow down our service. This activity might feel slower than usual during these times. The majority of our customers who are simply browsing the internet, won’t be affected.

If you have concerns about the quality of your coverage or need technical support, please call 0333 300 0500 from any UK landline (calls will come out of any inclusive voice allowance on the Three network or may cost 5.1p per minute otherwise), or if you have a Three mobile call 500 for free. See how our network is improving at three.co.uk/network.

Pay For it Services

By registering for the Payforit Service, in addition to the Terms for Three Services, you agree to the following Terms & Conditions:

General

The Payforit Service allows you to buy goods and services (“Goods and Services”) using a PC or your Handset from selected online stores (“Suppliers”) by charging the price to your Three mobile phone account.

Pay Monthly Customers

If you are a Pay Monthly Customer you will see the charge for Goods and Services purchased using the Payforit Service on your monthly phone bill.

Pay As You Go Customers

If you are a Pay As You Go Customer, charges for Goods and Services purchased using the Payforit Service will be deducted from your credit.

Responsibility for Goods and Services

Three is not responsible for, and does not control or endorse any Goods and Services sold or supplied by Suppliers. Any purchases of Goods and Services via PayForIt are subject to the individual Supplier's terms and conditions. Any queries or complaints regarding Goods and Services must be referred to the Supplier.

Privacy

Information which we obtain about your use of the Payforit Service will be used only as set out in these terms and, generally only to provide and manage the Payforit Service. As a Three customer, our use of Your Information will also be subject to our detailed Privacy Notice contained in Section 13 of the Terms and Conditions governing the use of Three Services (See www.three.co.uk/terms). If required, and/or where necessary, we may disclose information about your use of the Payforit Service (and where applicable Three Services) to law enforcement agencies, and/or other authorities, for the investigation, prevention and detection of crime and the apprehension and prosecution of offenders.

These terms and conditions are subject to change at any time without notice.

All undefined capitalised terms included in these Payforit Terms have the meaning given to them in the Terms for Three Services.

Pay As You Go

 

Key Pay As You Go Terms and Conditions
Terms for Three Services that are applicable to your Pay As You Go account. Calls to standard UK mobiles and landlines cost 3p per minute; text messages cost 2p; and data costs 1p per MB. Use your SIM in your 3G smartphone only. Using your phone as a personal hotspot to connect a laptop for internet use is not included. See Price Guide for full pricing information including roaming charges that apply when you use Three Services abroad.
 
NTS Calls 
08/070 numbers cost up to 35p per call plus 35p per minute/£1.22 per call plus 85.8p per minute respectively. Call charges to 09 numbers vary. Check call costs at www.three.co.uk/nts. Tethering a phone to a laptop for internet use is not included with this deal. This SIM card is for use in a 3G phone only. See Three.co.uk for details
 
Voicemail
Voicemail is charged at 3p per minute whilst in the UK. See Price Guide for voicemail charges whilst overseas. 
 
Top-ups
Where a Top-up is bought in-store and a 16-digit code provided, the Top-up needs to be activated within 90 days of buying it. Once activated, Top-ups have no expiry date, unless there is no activity at all on an account for 180 days as Three reserves the right to terminate or suspend unused accounts. 
Where there are free allowances with a Top-up they are always used first. If you’ve bought an Add-on, this allowance is used next followed by your cash credit. 
 
Starter Top-up Credit   
New customers who have purchased a handset or SIM only with a pre-loaded Starter Top-Up, your Top-Up, once activated, has no expiry date, unless there’s no activity at all on your account for 180 days, in which case Three reserves the right to terminate or suspend unused accounts.  New customers who have purchased a handset or a SIM only with an All-in-One 10 Add-on or All-in-One 20 Add-on will need to use the Add-on within 30 days of activation (activation occurs at the first chargeable usage event).
 
SIM only 
You may have received a message from Three advising you to switch your SIM to a Three mobile, as you may have been using it in a 2G handset. We want you to continue to use Three's great services, so you need to use it in a 3G mobile.
 
Texts
Inclusive anytime, any network text messages are standard text messages sent within the UK to other standard UK mobiles. Each text message can accommodate 160 characters. Some handsets allow for more. Messages exceeding the limit will be divided and sent in numerous messages (depending on length), with each message being charged at the standard rates or deducted from your credit. 
 
‘Pay as you go on Three’ tariff 
 
Free Internet Use 
Free internet allowance of 150MB is applied immediately on Top-up and remains valid for 30 days. After 30 days any remaining free internet allowance is lost. Internet use charged at 1p per MB once inclusive allowance is used up.
When using data, tethering a phone to a laptop for internet use, using the SIM in a Mobile Broadband Device or using hotspot functionality is not included.
 
Add-ons
To convert a Top-up to an Add-on, you need to have an active Top-up. Once an Add-on is activated, it is valid for 30 days. Activation starts as soon as you have converted a Top-up to an Add-on. After 30 days, any inclusive allowance will be lost. Exceptions to this 30 days rule are Internet Daily, which is valid for 24 hours. Add-ons are non-refundable. Three reserves the right to suspend, modify or withdraw Add-ons, without notice, at any time. When using data, tethering a phone to a laptop for internet use, using the SIM in a Mobile Broadband Device or using hotspot functionality is not included.

Add-on

Price

Minutes (UK landlines, Mobiles & Voicemail)

Texts (to any other standard UK mobile)

Internet (UK)

All in One 10

£10

100 minutes

3000 texts

1 GB

All in One 20

£20

300 minutes

3000 texts

12GB

All in One 25

£25

500 minutes

3000 texts

all-you-can-eat

 

All in One 10 Add-on: Charges of 1p/MB apply once you’ve used 1GB. 

Internet Add-ons 

500MB: costs £5 and gives 500MB of internet. Valid for 30 days from activation. 
Voice Add-ons
3003to3: costs £5 and gives 300 mins of Three to Three calls. Valid for 30 days from activation.  
Text Add-on
3000 texts: costs £5 and gives you 3000 UK to UK mobile texts. Valid for 30 days from activation. During the 30-day period you cannot cancel your Text Add-on or buy a new Text Add-on,
 
BlackBerry® Add-on
BlackBerry® Pay-As-You-Go Add-on (BlackBerry Add-on) gives you access to BlackBerry Services for 30 days and costs £5 incl. of VAT. BlackBerry Services includes push email, 1GB of internet, BlackBerry Messenger and BlackBerry App World. The BlackBerry Pay-As-You-Go Add-on must be activated by the Customer turning on the Blackberry Services on their Blackberry device. The BlackBerry Add-on must be activated within 90 days of purchase. 
The BlackBerry Services will automatically renew if £5 is available on the Customer’s credit unless the Customer cancels the BlackBerry Services before the 30 days has expired. No unused internet allowance will be carried over into the next 30 days. BlackBerry Add-on is for use in the UK only. Additional charges apply for usage abroad.
Blackberry®, RIM®, Research in Motion®, Sure Type®, and related trademarks, names and logos and the property of Research in Motion Limited and are registered and/or used in the US and countries around the world. 
 
Discontinued Tariff terms 
Three reserves the right to change Tariffs on 30 days notice to customers. For further information see the Price Guide.
3Pay Tariff
For the discontinued tariff, 3Pay, the following terms apply:
Free Internet Use 
Free internet allowance of 150MB is applied immediately on Top-up and remains valid for 45 days. After 45 days any remaining internet allowance is lost. Internet use charged at 31p per MB once inclusive allowance is used up.
When using data, tethering a phone to a laptop for internet use, using the SIM in a Mobile Broadband Device or using hotspot functionality is not included.
 
Free Text Messages 
Inclusive Free Text Messages are applied immediately on Top-Up and remain valid for 45 days. After 45 days, any texts remaining from the free allowance will be lost.
Double Free Texts Online: Top-ups of £10, £15 and £20 performed via My3 online or on handset give double the free text allowance compared to Top-ups bought elsewhere. Subject to registering a valid credit or debit card. 
 
£5: 25 Free Texts Included when topped-up by any means.
 
£10: 300 Free Texts Included or 600 Free Texts Included when topped-up via My3. 
 
£15: 500 Free Texts Included or 1000 Free Texts Included when topped-up via My3. 
 
£20: 1000 Free Texts Included or 2000 Free Texts Included when topped-up via My3. 
 
£25+: 3000 text messages included when topped-up by any means. 
 
 
Free Three-to-Three calls 
Free Three-to-Three calls apply to calls made to other mobile phone users on the 3 network, on calls made from the UK. Free calls are subject to a fair use policy of 5000 minutes for use every 45 days. 
 
Voice Add-ons (3Pay Only)
Inclusive minutes can be used for UK landlines, standard mobiles and voicemail. Once an Add-on is activated, it is valid for 30 days. Activation starts as soon as you have converted a Top-up to an Add-on. After 30 days, any inclusive value will be lost.
 
Voice10: costs £10 and gives 100 minutes 
 
Voice20: costs £20 and gives 300 minutes 
 
Voice25: costs £25 and gives 500 minutes
 
Flat12 Tariff
 
For the discontinued tariff, Flat12, the following terms apply:
 
Free Internet Use 
Free internet allowance of 150MB is applied immediately on Top-up and remains valid for 90 days. After 90 days any remaining internet allowance is lost. Internet use charged at 31p per MB once inclusive allowance is used up.
When using data, tethering a phone to a laptop for internet use, using the SIM in a Mobile Broadband Device or using hotspot functionality is not included.
 
Free Text Messages 
Inclusive Free Text Messages are applied immediately on Top-Up and remain valid for 90 days. After 90 days, any texts remaining from the free allowance will be lost.

Stretch Add-ons 
Stretch is only available to customers who are on the Flat12 tariff and convert a Top-up to a Stretch bundle. Stretch bundles are valid for 30 days. Inclusive units are for calls from the UK to standard rate UK landlines beginning with 01, 02, 03 and UK mobiles & for texts sent in the UK to standard UK mobiles. NTS calls (beginning 08) excluded from bundle & maximum cost is 20p connection plus 20p per min thereafter (see three.co.uk/nts).
 
Add-ons - 3Pay & Flat12 
If you have been able to purchase the following Add-ons in the past you will still be able to purchase them from your handset by selecting ‘Buy Add-ons’ on My3. 
 
Internet Add-ons
Internet Daily: costs 50p and gives 120MB of internet. Valid for 24 hours from activation.
 
Internet Weekly: costs £2.50 and gives 512MB of internet. Valid for 7 days from activation.  
 
Internet Monthly: costs £5.00 and gives 2GB of internet. Valid for 30 days from activation.
 
When using data, tethering a phone to a laptop for internet use, using the SIM in a Mobile Broadband Device or using hotspot functionality is not included.
 
 
 

 

 

 

 

Pay As You Go Add-ons

Our Pay As You Go Add-ons can be purchased using your top-up credit via My3 or by dialling 444 from your Three phone. They’re designed to provide you with an allowance of voice, text and/or data units (depending on the Add-on chosen) which you can use in the UK or in our Feel At Home destinations, for calling, texting and getting online.

Our Pay As You Go Add-ons are valid for 30 days (unless used up earlier) from the date and time they’re activated by you – except for the Internet Daily Add-on which lasts for 24 hours. Your Add-on must be activated within 90 days’ of purchase. This can be done within your My3 account.

Once an Add-on has been activated, it can’t be cancelled. Once the 30 days are up (or the 24 hours in the case of Internet Daily), any unused allowance of units will be lost and won’t be rolled over to another Add-on.

If your Add-on includes an allowance of voice units, which convert on use automatically into minutes, these can be used to call standard UK landlines (starting 01, 02 and 03), UK Mobiles (any network) and your Three voicemail, whether you’re in the UK or one of our Feel At Home destinations. If your Add-on voice allowance runs out during a call, the remainder of the call will be charged at our standard rate of 3p per minute.

Your Add-on text unit allowance can’t be used for messages sent abroad from the UK, messages sent and received whilst abroad (unless in a Feel At Home destination), photo and video messages or for messages to a shortcode service e.g. to donate money to a charity.

Three reserves the right to suspend, change, rename or withdraw Add-ons, without notice, at any time.

Full details of our current Pay As You Go Add-ons can be found in our Three Pay As You Go Price Guide.

Pay As You Go Plans

In addition to the Terms for Three Services for Pay As You Go Customers, which cover your use of our network, the full terms that cover your price plan can be found in the Pay As You Go Price Guide. We’ve summarised below the key information regarding your price plan that we think you should know: 
  • Terms for Three Services that are applicable to your Pay As You Go account. Calls to standard UK mobiles and landlines cost 3p per minute; text messages cost 2p; and data costs 1p per MB. Use your SIM in your 3G smartphone only. Using your phone as a personal hotspot to connect a laptop for internet use is not included.
  • See Price Guide for full pricing information including roaming charges that apply when you use Three Services abroad.
  • You must use your SIM to make a chargeable event (such as a phone call, sending a text or getting online) at least once every 6 months to avoid it being disconnected for non-use. 
  • Each time you top-up, we’ll automatically add 150MB data to your account, for free. This lasts up to 30 days.
  • Where a Top-up is bought in-store and a 16-digit code provided, the Top-up needs to be activated within 90 days of buying it. Once activated, Top-ups have no expiry date, unless there is no activity at all on an account for 180 days as Three reserves the right to terminate or suspend unused accounts. 
  • Where there are free allowances with a Top-up they are always used first. If you’ve bought an Add-on, this allowance is used next followed by your cash credit.
Add-ons
  • To convert a Top-up to an Add-on, you’ll need an active Top-up. Once an Add-on is activated, it is valid for 30 days. Activation starts as soon as you have converted a Top-up to an Add-on. After 30 days, any inclusive allowance will be lost. Exceptions to this 30 days rule are Internet Daily, which is valid for 24 hours. Add-ons are non-refundable. Three reserves the right to suspend, modify or withdraw Add-ons, without notice, at any time. When using data, tethering a phone to a laptop for internet use, using the SIM in a Mobile Broadband Device or using hotspot functionality is not included.
  • See your Price Guide for full details of our current pay as you go Add-ons.
Discontinued Tariff terms 
Three reserves the right to change Tariffs on 30 days’ notice to customers. For further information regarding a any discontinued plans, such as ThreePay, please contact us.
 

Pay Monthly Add-ons

We offer a range of daily, short-term and long-term Add-ons on our pay monthly and SIM plans. The Add-ons that will be available to buy depend on your plan. The full details of each, and their pricing, can be found in your price guide.

They’re designed to provide you with an extra allowance of units to your inclusive allowance (for voice or data, depending on the Add-on chosen) which you can use in the UK and in our Feel At Home destinations, for calling and getting online unless you’re on one of our new Three Essential plans in which case, your extra allowance of units can only be used in the UK and not in our Feel At Home destinations.

If your Add-on includes an allowance of voice units, which convert on use automatically into minutes, these can be used to call standard UK landlines (starting 01, 02 and 03), UK Mobiles (any network) and your Three voicemail, whether you’re in the UK or one of our Feel At Home destinations (unless you’re on an Essential plan in which case it’s for use in the UK only). If your Add-on voice allowance runs out during a call, the remainder of the call will be charged at our standard out of allowance rate, as stated in your Price Guide.

We have the right to suspend, change or withdraw Add-ons, without notice, at any time.

Daily Add-ons

Where available, these can be purchased once every 24 hours, and will expire at midnight on the day of purchase.

Short-term Add-ons

These are designed to allow you to increase your data or minute allowance, on a one-off short-term basis, until your monthly allowance refreshes (unless we tell you otherwise). Each Short-term Add-on can be purchased once each month, and, if not used up first, will last until the end of the bill cycle you’re in when you buy it. It will then drop-off your account automatically. Any unused allowance will be lost and won’t be rolled over to the following month.

Long-term Add-ons

These are designed to provide you with a new or increased monthly allowance, every month on an on-going basis. It will be applied automatically each month to your account, until you give us one-month notice that you’d like it removed. Any unused allowance will be lost and won’t be rolled over to the following month.

Pay Monthly Packages

Our pay monthly packages include a device, such as a phone, tablet, dongle or mobile wifi device, and a set of allowances of text, data and/or voice units. These automatically convert on use into text messages, megabytes of data and voice minutes, as appropriate. How many units of each you have will depend on which price plan is chosen. On our Advanced plans (these include our Pay Monthly packages that include a mobile phone, sold from 18 March 2014 onwards), these units can be used in the UK and in our Feel At Home destinations. On our new Three Essential plans, these units can only be used in the UK.

All of our pay monthly packages are available on a minimum term contract – how long this is, depends on your type of device. Please check your Price Guide for individual details. If you are on a pay monthly package that came with a phone and are on one of our voice plans, you may only use your SIM in a 3G or 4G mobile.

If you are on a pay monthly mobile broadband package (that is, one that came with a dongle/mobile wifi device or tablet, and are on one of our mobile broadband plans), and you use your SIM in a 3G or 4G phone, please note that this may not work as expected as it is being used in a device category for which it was not designed.

Inclusive Allowances – Your first month's allowance and charge will depend on when in the month you join Three. Whenever that is, you can start using your allowance straight away. We'll work out an appropriate allowance and charge to take you to the end of the first month. After that, you will receive the full inclusive allowance each month and will pay your standard monthly package cost.

Voice - On our Advanced plans, inclusive calls are from the UK or our Feel At Home destinations to UK landlines beginning 01, 02, 03 and UK mobiles. On our Essential plans, inclusive calls are from the UK to UK landlines beginning 01, 02, 03 and UK mobiles only and cannot be used for calls from a Feel at Home destination back to the UK. On both plans, Personal Numbers (070) and Service calls (beginning 084, 085, 09 and 118) are excluded from bundle. Service calls will incur both an Access Charge (set by us, at 45pence per minute, including VAT) and a Service Charge (set by the company you’re calling – they’ll tell you this). For pricing information go to Three Price Checker or Three Price Guide. Additionally, on our Essential plans, calls to Three Customer Services will normally come out of your inclusive minutes or be charged at our standard out of allowance rate if no inclusive minutes are available.

Texts - On our Advanced plans, inclusive texts are texts sent in the UK or our Feel At Home destinations to standard UK mobiles. On our Essential plans, inclusive texts are texts sent in the UK to standard UK mobiles. All of our new plans include All-you-can-eat texts. On our Advanced plans, this includes an allowance of 5,000 text units that can be used in our Feel At Home destinations.

Data – On our Advanced plans, your data is for use in the UK and our Feel At Home destinations only. In the UK, it can also be used to create a personal hotspot allowance (unless you have all-you-can-eat data, in which case, you can use a portion of this each month. Please check your Price Guide for further details on this.). On our Essential plans, your data is for use in the UK only and cannot be used to create a personal hotspot. If you reach your monthly limit of inclusive data you’ll be charged your standard rate to continue using the internet.

Pay Monthly SIM Only Plans

Our SIM Only plans come with a set of allowances of text, voice and data units, unless you are on a SIM Only mobile broadband plan, in which case your monthly allowance will only contain data units. These units automatically convert on use into text messages, megabytes of data and voice minutes, as appropriate. How many units of each you have will depend on which price plan is chosen. On our Advanced plans and mobile broadband plans, these units can be used in the UK and in our Feel At Home destinations while on our Essential plans, these units can only be used in the UK.

All of our SIM Only plans are available on a minimum term contract – we currently offer minimum terms of 1 or 12 months. To end your contract, you’ll need to give us 30 days’ notice.

If you are on a SIM Only voice plan, you may only use your SIM in a 3G or 4G mobile.

If you are on a SIM Only mobile broadband plan, for use in a dongle, mobile wifi device or tablet, and are on one of our mobile broadband plans, and you use your SIM in a 3G or 4G phone, please note that this may not work as expected as it is being used in a device category for which it was not designed.

Inclusive Allowances – Your first month's allowance and charge will depend on when in the month you join Three. Whenever that is, you can start using your allowance straight away. We'll work out an appropriate allowance and charge to take you to the end of the first month. After that, you will receive the full inclusive allowance each month and will pay your standard monthly package cost.

Voice - On our Advanced Plans (including all SIM Only voice contracts entered into from 15 July 2014 onwards), inclusive calls are from the UK or our Feel At Home destinations to UK landlines beginning 01, 02, 03 and UK mobiles. On our Essential plans, inclusive calls are only from the UK to UK landlines beginning 01, 02, 03 and UK mobiles, and do not include calls from our Feel At Home destinations. On all our plans, Personal Numbers (070) and Service calls (beginning 084, 085, 09 and 118) are excluded from bundle. Service calls will incur both an Access Charge (set by us, at 45pence per minute, including VAT) and a Service Charge (set by the company you’re calling – they’ll tell you this). For pricing information go to Three Price Checker or Three Price Guide. Additionally, on our Essential plans, calls to Three Customer Services will normally come out of your inclusive minutes – if none are available, you’ll be charged our standard out of allowance rate for these calls. On our Advanced plans, these calls are free.

Texts - On our Advanced plans, inclusive texts are texts sent in the UK or our Feel At Home destinations to standard UK mobiles, while on our Essential plans, inclusive texts are texts sent in the UK. All of our new SIM Only plans include All-you-can-eat texts. On our Advanced plans, this includes an allowance of 5,000 texts to be sent from a Feel At Home destination each month back to the UK.

Data – On our Advanced plans, your data is for use in the UK and our Feel At Home destinations only. On our Essential plans, it is for use in the UK only. If you reach your monthly limit of inclusive data you’ll be charged your standard rate to continue using the internet. On our Advanced plans, you can use all of your data allowance each month within the UK to create a personal hotspot, unless you have all-you-can-eat data, in which case, you can use a portion of this each month. Using your inclusive data to create a Personal Hotspot is not allowed on our Essential Plans. Please check your Price Guide for further details on this.

Three Rescue.™

Three Rescue™ insurance is designed to protect your Three phone, tablet or dongle against the risk of loss, theft, damage and out-of-warranty breakdown. It comes with the Three Rescue™ app included (where available) so you can back up your phone information and lock your missing phone to keep your information away from prying eyes. (See Section H for details of the Three Rescue™ app).

These are the full policy Terms and Conditions and when read together with your Three Rescue™ welcome letter, form your insurance policy. We’ll send your policy pack within seven days of purchase – please keep them safe. Your policy number is your Three phone number, unless we tell you otherwise, and we’ll update your details automatically if you move your old number to Three.


In this document, the Terms ‘we’, ‘our’ and ‘us’ and the ‘Three Rescue™ team’ means Asurion, the policy administrator (see Section K).
‘Three’ means Hutchison 3G UK Limited, a mobile network operator.

A. How to get in touch


Online: Three.co.uk/threerescue
Email: Threerescue@asurion.com

Phone: Mobile Phones – 333 free from a Three phone or 0333 338 1001 from any other phone.1
Tablets and Mobile Broadband - 500 free from a Three phone or 0333 338 1003 from any other phone.1


If your device has been lost or stolen while travelling abroad, call +44 7782 333 333. Standard roaming rates apply.
Write: Three Rescue™
, PO Box 71012, LONDON, W4 9FW.

1 You can call us between 8am-9pm Monday to Friday; 9am-6pm at weekends, closed on English Bank Holidays. Your standard call rates apply.


B. How to buy.


You can buy Three Rescue™ insurance when buying or upgrading your device with Three in-store, online or by phone. You’ll be covered as soon as the device is in your hands and activated with Three. If you’ve pre-ordered your device from Three, your Three Rescue™ cover will start immediately. Don't worry, once you get your new device, you will be refunded the total cost of having Three Rescue™ for the period between ordering and getting your device. You can take this cover if you’re over 18, a UK resident, your device is worth more than £20 and you haven’t had a mobile insurance policy declined or cancelled by us in the past.


C. What's covered?

The phone, tablet or dongle purchased from Three, registered to your Three account. With Three Rescue™ insurance, you’ll have worldwide cover against:

  • Loss.
  • Theft.
  • Accidental damage.
  • Malicious damage
  • Accidental water and liquid damage.
  • Pet damage.
  • Out-of-warranty breakdown.


Extra support.

  • Next-day replacement guarantee if you complete your claim before 7.30pm Monday to Friday and 2.30pm at weekends, or we’ll give you £10 for every day that it’s late (up to a maximum of £30). See Section G for details.
  • International replacement if you’re abroad, for an extra delivery charge of £20. Please note that you will need to also pay for any customs fees that apply.
  • You can complete a claim online 24/7 at three.co.uk/threerescue or by phone. See Section A for contact details and opening hours.


Plus there’s extra security built-in with our Three Rescue™ app:

  • Save your phone contacts.
  • Keep safe any photos and videos you’ve taken on your phone (up to 10GB of storage).
  • Lock a missing phone to keep your details private (Android only).
  • Sound a siren to track down a misplaced phone.
  • See the location of your lost phone on a map.
  • Wipe your details from your lost or stolen phone (Android only).

Currently, the Three Rescue™ app is compatible with iPhones operating software version iOS 7 and above and Android phones operating software version 4.0 and above. Most, but not all, devices are compatible with certain app features.

 

D. What's not covered?

 

It’s also important you know that you’re not covered for:

 

  • The excess fee you have to pay to complete a successful claim. Please make sure you have a payment card handy when you make your claim online or by phone.
  • The extra delivery charge of £20 and any customs fees for international replacement.
  • A third claim or subsequent claims made within a 12-month period. We will cancel your Three Rescue™ policy after two successful claims in any 12 months from the date you start your first claim.
  • Any malicious or deliberate damage to the device that's caused by you or someone who has permission to use it.
  • Accessory-only claims and accessories other than the battery, mains charger and hands- free kit that came in the box with your device. We will only provide replacement accessories that were involved in the same incident as the device if requested, or if they are no longer compatible with the replacement device we give you as a result of the claim.
  • Any unauthorised calls, data usage or downloads made on a missing device.
  • Cosmetic damage or damage caused by wear and tear, cleaning, adjusting or repairing the device or acting against the manufacturer’s guidelines.
  • The cost of any repair to your device unless we instruct the repair.
  • Any fault that happens within the manufacturer’s warranty period.
  • Any veterinary costs if your pet needs treatment after damaging your device.
  • Any indirect losses that result from the claim incident, which means any consequences caused by you being without the device.
  • The confiscation of your device by a finance company or government agency (e.g. the police).
  • Any claim caused by any war or act of hostility by military or usurped power.
  • Any claim that we find to be fraudulent. If we settle a claim that’s later found to be fraudulent we’ll take action to recover our costs.


E. The cost.


We’ll tell you what it costs to cover your chosen device at the checkout, based on its make, model and value. We’ll also confirm your monthly premium and excess fee in your insurance welcome letter.


Purchased before 1 December 2015

 

 
Pay Monthly
(Monthly Premium)
Claim Excess
Fee
Tier 1
£2
£0
Tier 2
£4
£40
Tier 3
£6
£60
Tier 4
£8
£80
Tier 5
£10
£100
Tier 6
£12
£100


Purchased after 1 December 2015

 

 
Pay Monthly
(Monthly Premium)
Claim Excess
Fee
Tier 1
£2.50
£0
Tier 2
£4.50
£40
Tier 3
£6.50
£60
Tier 4
£8.50
£80
Tier 5
£10.50
£100
Tier 6
£12.50
£100

 

  • Your monthly premium will appear on your Three account (shown on your Three bill under ‘Other charges’) and includes any taxes that may apply and any pro-rated charges to cover your device for the period up to your first bill.
  • You need to make the first month’s payment before we can complete any claim.
  • If we don’t receive a payment, your cover will finish at the end of the paid-for period. If your Three account is in arrears, we won’t settle any claim until the balance is paid in full. You have 30 days from when your account goes into arrears to make a catch up payment before we cancel your cover.
  • You need to pay the claim excess fee (via Visa or Mastercard) to complete any successful claim.
  • Your policy will renew each month automatically for a maximum of 60 months for any device. When you buy a new device from Three, Three will cancel your old cover and you’ll receive a cover note confirming your new premium and excess fee. Your phone number will stay as your policy reference number.
  • You can cancel cover at any time. See Section I for details.

 

F. Make a claim.

 

If something happens to your device and you need to make a claim, just follow these simple steps:


1. Before making a claim, get help using our Three Rescue™ app:

 

• If you have the Three Rescue™ app installed on your phone you can locate the phone if it goes missing and lock it to keep your details private (Android only). See Section H for more details or visit three.co.uk/threerescue for further guidelines and support.

 

For your own safety, never use this service to recover a stolen device or if the tracked location is unfamiliar to you. Report the incident to the police and make a claim.

 

2. Call us to block your lost or stolen device as soon as you discover it’s missing:

 

• For mobile phones, call 333 free from a Three phone or 0333 300 3333 from any other phone.

• For Tablets and Mobile Broadband, call 500 free from a Three phone or 0333 300 0500 from any other phone.

• If your device has been lost or stolen while travelling abroad, call +44 7782 333 333. Standard roaming rates apply.


You can speak to Three’s Lost and Stolen Department 24/7. Your standard rates apply.


3. Make a claim online (www.three.co.uk/threerescue) or by phone (same numbers as above) within 30 days of discovering that your device is damaged or missing:

 

• You must report any theft to the police within 30 days (don’t forget to get an Incident Reference Number) before making your claim.

• If your device is lost, stolen or damaged whilst abroad, you need to report your claim to us within 30 days of returning home.

 

We aim to give you an immediate decision, but occasionally we may need a little more information to assess your claim, or you may want a little time to pay the excess fee. Whatever the reason, once you’ve started your claim you have 30 days to complete it (otherwise we’ll close your claim). As part of our claim assessment process, we have the right to check your airtime usage with Three to detect potential insurance fraud.



G. Approved claims and next-day replacement guarantee.

If we accept your claim before 7.30pm Monday to Friday and 2.30pm at weekends, we guarantee to deliver your replacement to your chosen address the next day. If we’re late, we’ll give you £10 for every day the delivery is delayed (up to a maximum of £30). This excludes:

  • Deliveries on a Sunday or a Bank Holiday.
  • Out of stock devices. We’ll offer you a replacement of a similar type and functionality.
  • Any international delivery (which may take five days) and delivery outside of Great Britain.
  • Any delay caused by something outside our control like extreme weather, natural disaster, epidemic or crime.


We will confirm whether a same model replacement is available and if not, we will provide you with a different device that has similar features and functionality.

We do not offer “new for old” cover: which means we can settle your claim with a device that’s refurbished to our standard (using the original equipment manufacturer’s parts). With your replacement device you’ll receive:

  • A 24 month warranty on your replacement device.
  • The usual accessories that come with the device (if requested) and a new SIM with the same phone number if you need one.
  • Instructions on how to get the Three Rescue™ app on your replacement device to transfer any contacts, photos and videos you backed up on your old device.
  • A pre-paid envelope to return any damaged or faulty device (minus your SIM, battery and charger).


Remember, someone needs to be in to sign for the delivery of your replacement device. If you think our delivery was late then simply call us for compensation against our next day replacement guarantee. If we confirm, we’ll credit your bank account within 30 days, in line with our next day guarantee. When we settle your claim, the original device becomes the property of the insurer. You need to return the damaged or faulty device in the pre-paid envelope provided within 15 days. Otherwise we’ll charge you a fee and debit the card used to pay your excess fee. If you find your missing device, you must also return it – we have the right to check for any attempted usage of a lost or stolen device and will take action to recover it. The device is your responsibility until it arrives with us, so please ask the Post Office for proof of postage.

 

H. The Three Rescue™ app

The Three Rescue™ app helps you to keep your contacts safe, allows you to back up your photos and videos (up to a maximum of  10GB storage), lets you lock a missing device (Android only) and helps you track down a misplaced device. We’ll send you an activation text message within seven days of your policy start date to enable you to download the app and set up your online app account. At date of printing, the Three Rescue™ app is compatible with iPhones operating software version iOS 7 and above, and with Android phones operating software version 4.0 and above. Most but not all devices are compatible with certain app features.

With the Three Rescue™ app installed, you can do the following:

  • Click Backup to save your contacts, photos and videos to your secure online app account; restored data will reflect your last backup.
  • Click Lock Phone to lock your missing phone (Android only).
  • Click Unlock Phone to unlock a found phone (Android only).
  • Click Locate Phone to see a map with the location of your lost phone. If it has GPS signal, you’ll see its precise location, otherwise it’ll pinpoint the nearest phone mast.
  • Click Erase Data to remotely erase the contacts, photos and videos stored on your phone (photos and videos erasable on Android only).
  • Click Sound Alarm to sound a beeping alarm from your phone for 3 minutes.
  • Click Security to scan your phone for threats and turn on Safe Browsing to protect your phone and privacy while you browse the web (Android only).
  • Click App Assist to see which apps on your phone have access to personal information, such as your contacts and location (Android only).
  • Click Battery to see a breakdown of your remaining battery life by activity (e.g. calls, music, internet browsing, maps etc) and for tips on how to improve it’s lifetime.
  • Click Storage to see a breakdown of what’s using up your phone’s storage capacity.
  • Click Speed to analyse your phone’s performance for ways to improve it’s batter life, speed and storage availability (Android only).
  • Click the Scan Apps buttons to manage your battery life, speed and storage by easily stopping and/or removing apps (Android only).


In addition, you can maintain your personal Account Info from your online app account. You can log in to your online account 24/7 at three.co.uk/threerescue. For your own safety, never use this service to recover a stolen device or if the tracked location is unfamiliar to you. Report the incident to the police and make an insurance claim. Do not rely on this service in an emergency situation (e.g trying to trace a missing person). Full Terms and Conditions for the Three Rescue™ app can be found in the app itself or at www.threerescue.co.uk/appterms

I. To cancel your cover.

You can cancel Three Rescue™ within the first 28 days and (if you haven’t made a claim) you'll receive a refund of any premium paid. Otherwise you can call, email or write to the Three Rescue™ team to cancel at any time and your cover will finish at the end of the paid-for period. You can find contact details in Section A. We’ll give you an extra 30 days before closing your app account, so you can move any backed up data. Your Three Rescue™ policy will be cancelled immediately if you have two successful claims in any 12 month period or if there is a reasonable suspicion of fraud. If you don’t pay your premium then your Three Rescue™ policy will be cancelled and cover will finish at the end of the paid period.

J.How to complain.

Please get in touch with the Three Rescue™ Team if you’d like to make a complaint about your insurance (see Section A for details). We always aim to resolve any queries right away but if we can’t, we’ll let you know what your next steps are in writing, within five working days. If the issue still isn’t resolved, within two weeks, we’ll keep you up to speed on what’s happening by email or letter.

If you’re not happy with the outcome of your complaint or if we haven’t given our final response within 8 weeks of you raising your complaint with us, you can get in touch with:

The Financial Ombudsman Service,
South Quay Plaza,
183 Marsh Wall,
LONDON, E14 9SR.

They won’t be able to help you unless you’ve complained to us first. We (but not you) are bound by any decision they reach. You’ll need to contact them within six months of receiving our final response to your complaint. This won’t affect your statutory rights or prejudice your right to take subsequent legal proceedings. You can find out more at financial-ombudsman.co.uk.

 

K. Who provides this cover.

This insurance is administered by Asurion Europe Limited (“Asurion”), which is authorised and regulated by the Financial Conduct Authority (no. 502545), registered address:

Chiswick Place,
272 Gunnersbury Avenue,
Chiswick, W4 5QB.


The Insurer is Liberty Mutual Insurance Europe Limited, which is authorised by the Prudential Regulation Authority and is regulated by the Financial Conduct Authority and the Prudential Regulation Authority (no. 202205), registered address:

20 Fenchurch Street,
London,
EC3M 3AW


To check the Financial Conduct Authority’s register, see fca.org.uk/register or call 0800 111 6768 (freephone) or 0300 500 8082.

Under European law, both parties may choose which law will apply to this contract. Unless we agree otherwise, Three Rescue™ insurance is governed by English law and all communication from us will be in English. The parties to this contract are covered by the Financial Services Compensation Scheme (FSCS). In the unlikely event that the parties can’t meet their liabilities you may be entitled to compensation to a maximum of 90% of the claim under this scheme. Further info can be obtained from the FSCS on 0207 892 7300 or by going to fscs.org.uk.

L. Our use of your personal data.

By taking this cover you confirm that you’ve given us:

  • Accurate information about you and your device.
  • Permission to communicate policy information with you by SMS, email or in writing using your given contact details.


In issuing and administering this policy, we will share your personal data (including location information) with:

  • The Insurer, Three and other partner companies providing services under this policy to the extent necessary for them to provide those services.
  • Group companies and any third party companies who are purchasers of all or part of Three or Asurion.
  • Organisations we may use to monitor our performance, carry out research, create statistics and prevent or detect crime.
  • Other third parties to the extent permitted by law.


Whenever your personal information is shared with third parties, it will be done in accordance with all responsibilities under the Data Protection Act 1998. This includes, for example, having appropriate written Terms to protect your personal information and ensuring any export of your personal information outside the European Economic Area is lawful in accordance with the Act. We will only use the personal information given by you to:

  • Confirm your identity.
  • Administer and contact you about your policy.
  • Process any claim you make under your policy.
  • Share data with Three and access your airtime usage record, and the location of your device at the time of the claim incident as part of our claim assessment process and to settle any claim you make for your device.
  • Provide the Three Rescue™ services.
  • Carry out internal record keeping.
  • Record any claim details on relevant databases and registers for fraud detection purposes, and contact the police to check your crime reference number in relation to a claim.
  • Comply with legal or regulatory obligations or as otherwise permitted or required by law or legal process.


Asurion is registered with the Information Commissioners Office as a Data Controller (number Z2176995). By providing personal data to us (i.e. information which can identify you and relates to you, whether by itself or when used in conjunction with other information e.g. your name, policy number, device number and other contact details) we will necessarily assume that you expressly consent to this type of information being collected and used in the ways described above (subject to the requirements of the Data Protection Act 1998) including, for example, for fraud prevention purposes and other requirements imposed or permitted by law or regulation. You have the right to see and correct any personal information held about you. A £10 administration fee may be charged for this. To see your personal information or ask any question about our use of your data, please contact us (see Section A).

Your data may be transferred outside the European Economic Area (EEA) for the above purposes. If that happens, we’ll make sure it’s treated with the same level of protection as in the EEA. If you give us personal information about someone else, you are responsible for having their permission to do so and for telling them who we are and what their information will be used for. We will never sell or transfer your personal data to a third party unless we have your prior written consent, subject to the above and in accordance with the Data Protection Act 1998.

M.Changes to the policy.

We may alter the premium or the excess for future periods of cover due to the overall cost of claims exceeding our reasonable estimate and we may alter the Terms of the policy or cancel the policy based on our claims experience. If we make any such change we will give you at least 30 days’ notice sent to the current contact details we have for you. This does not affect your right to cancel the policy at any time (see Section I).

N.Three Rescue™.

We license the Three Rescue™ app to you as an included benefit of Three Rescue™. It can’t be transferred and is effective until cancelled by us. We’ll send the licence agreement to your device. We reserve and retain ownership of all legal rights, title and interest in the service.

0333 338 1001, 0333 338 1003.

Calls will be charged at your standard rates. The ‘Three’ and ‘Three Rescue’ trademarks and other related images, logos and names are proprietary rights of Hutchison 3G UK Limited’s group of companies.


Contact details.

We’re here when you need us. Here’s how to get in touch.

Online: www.three.co.uk/threerescue

Email: threerescue@asurion.com

Phone: Mobile Phones – 333 free from a Three phone

or 0333 338 1001 from any other phone.

Tablets and Mobile Broadband – 500 free from a

Three phone or 0333 338 1003 from any other phone.

Call +44 7782 333 333 to contact from outside of Great Britain.

You can report a claim to the Three Rescue™ team by

phone from 8am to 9pm Monday to Friday; 9am to 6pm

at weekends, closed on English Bank Holidays.

Write: Three Rescue™, PO BOX 71012, LONDON W4 9FW

Your standard call rates apply.

Calls may be recorded and monitored.

Exclusive offers for existing customers

If you already have a Three contract, with at least a minimum term of 1 month, and you sign up to an additional 12 or 24-month minimum term contract, we’ll automatically add 2000 free Three-to-Three minutes each month to both your existing and new Three accounts. If the additional contract is purchased online via Three.co.uk, you’ll just need to call us on 333 for us to add your 2000 free Three-to-Three minutes a month to your original Three account.   
 
This offer is also available to members of your household (i.e. those with the same postal address as you). 

 

Sony Xperia Z5 & Z5c Offer

In addition to the offer terms and conditions set out below and the Sony Legal Notice including User Terms and Privacy Notice available at www.sonymobile.com/global-en/legal/, you hereby accept and agree that the rules below may apply without limitation to the offer and your use of this website. In addition, any instructions on how to enter this offer form part of these terms and conditions. Please keep a copy for your records.

1.       To participate in this offer you (hereinafter “you” or the “Participant”) need to purchase the Xperia™ Z5 or Xperia™ Z5 Compact from Three (online, in store or telesales) on and between 02.10.15 and 26.11.15 (“the Promotion Period) and register online at xperiathreeoffer.com between 02.10.15 and 26.12.15.
2.       Having purchased an Xperia™ Z5 or Xperia™ Z5 Compact directly from Three, during the Promotion Period you may participate and buy either a “PlayStation bundle” [includes a 1 Terabyte PlayStation 4, a copy of Uncharted: The Nathan Drake Collection for PlayStation 4, 3 months access PlayStation Plus and a GCM10 control mount] for £249, or a “Remote Play bundle” [includes a copy of Uncharted: The Nathan Drake Collection for PlayStation 4 and a GCM10 control mount] for £9.99 during the Promotional Period.  
3.       Your bundle will be sent to the postal address provided as part of the redemption form. It will be sent by recorded delivery which is estimated at 2-3 days from day of despatch.
4.       Redemption requires the Xperia™ Lounge app to be opened on your device, from which you will be prompted to a microsite (www.xperiathreeoffer.com) in which you will be required to provide your details and method of payment. You must be aged 18 years or over. You are only entitled to one bundle per qualifying Sony Xperia™ device purchased.
5.       This offer is only open to purchases made through Three directly.
6.       This offer is open to residents of the United Kingdom (England, Scotland, Wales and Northern Ireland), aged 18 and over only.
7.       Once you’ve purchased your new device and are connected to the Three network, you need to go to www.xperiathreeoffer.com no later than 26.12.15 23:59 and enter your personal details along with identifying which Xperia™ device you purchased and the device’s IMEI number (access this by entering *#06# into your new Xperia™ handset keypad), and your mobile number. Here you will also be asked to select the bundle you wish to purchase and make payment.
8.       Your purchased products will be sent to the address supplied on this form and once submitted will be unable to be changed.
9.       If there are any discrepancies you may be asked to provide a proof of purchase in the form of a receipt.
10.   If you are required to provide proof of purchase it is acceptable to provide a photocopy.
11.   Any queries regarding the delivery of your bundle please contact us on 0800900977.
12.   If you return your Xperia™ Z5 or Xperia™ Z5 Compact during the 14 day returns period, you’re claim will be invalidated and will not be processed.
13.   Once submitted, claims will take 14- 28 days to validate. Payment will be taken within 21 days of form submission, upon validation of all details and dispatch of your bundle. All bundles from valid entries will be dispatched within 28 days of form submission (excluding UK Bank Holidays).
14.   The Promoter accepts no responsibility for claims that are misdirected, lost, delayed, damaged or corrupted.
15.   Three terms apply when purchasing an Xperia™ Z5 and Xperia™ Z5 Compact. You can find them here http://www.three.co.uk/Privacy_Cookies/Terms_Conditions.
16.   Owing to circumstances outside the reasonable control of Three or Sony Mobile, and only where circumstances make this unavoidable, Three and/or Sony Mobile reserves the right to withdraw or amend the offer at any time but will use all endeavours to minimise the effect to the consumer in order to avoid disappointment.
17.   Neither bundle can be exchanged and there is no cash or other reward available, except owing to circumstances outside the reasonable control of Three or Sony Mobile. Three and Sony Mobile reserves the right to substitute for a suitable alternative of equal or greater value.
18.   If you aren’t satisfied with your bundle, you may return the bundle free of charge and receive a full refund, however all elements of the bundle must be returned in the condition it was supplied. Refunds will take up to 7 working days to be processed and will be returned via the same card payment was made with. Returns details will be included in the delivery. In order to facilitate this clause all payment details will be securely stored for a reasonable timeframe, and then will be destroyed.
19.   You are responsible for ensuring the return bundle is delivered back within the allocated period (14 days from you receiving the bundle), as returns received outside this period will not be accepted. This does not affect your statutory rights.
20.   You are responsible for any costs or expenses incurred as a result of participation in the offer (including without limitation the purchase of an Xperia™ Z5 or Xperia™ Z5 Compact and internet access).
21.   Any personal information, including, without limitation, your name, age, address (including postcode), mobile phone number and/or email address will be used solely in connection with this offer and will not be disclosed to any third party except for the purpose of this offer (including subsequent promotions as stated in these Terms and Conditions) or fulfilment of the bundle where applicable. The Sony Privacy Notice displayed at http://www.sonymobile.com/global-en/legal/ under "Privacy" applies to any processing of data performed in connection herewith. 
22.   Sony Mobile Communications will not be responsible for any failed connection by your attempt to access this website for whatever reason.
23.   You agree to be bound by these terms and conditions.
24.   These terms and conditions shall be governed by and construed in accordance with the laws of England and subject to the exclusive jurisdiction of the courts of England and Wales.

Sony Xperia Z5 & Z5c Photobox Offer

Offer available on Xperia™ Z5, Z5 Compact and Z5 Premium purchased from a participating partner and activated between 26th February 2016 and 30th April 2016. Canvas P&P and first month P&P for 50 prints is included. Minimum £2.99 P&P for 50 prints per month for remaining 11 months is at the customer’s expense. For full terms and conditions visit www.PhotoBox.co.uk/xperiaz5offer. Camera tested against leading smartphones in 2015. Verified by Strategy Analytics. For more information visit www.sonymobile.com/testresults/. Icons and images are simulated and are for illustrative purposes only. Sony is a trademark or registered trademark of Sony Corporation ©2016 Sony Mobile Communications Inc. All rights reserved. Network operator services not included. PhotoBox is a trade mark of PhotoBox Limited.

Samsung Galaxy S7/ Our lowest price:

Sign up to our 24 month 500MB and 600 minutes plan (£149 payable upfront) at our lowest monthly price yet for the Samsung Galaxy S7 at £31. Previous lowest price for this handset was £99 upfront on our £35 month 1GB and AYCE minutes plan. Price includes £5 monthly discount for paying by recurring method such as Direct Debit. Each May, your price will increase by up to the RPI rate, published in the February that year.

SIM data promotion.

Offer available from 29 April 2016 to 2 June 2016 to customers who sign up for our 1 month contract 4GB and All-you-can-eat minutes SIM-only plan. Price includes £5 monthly discount for paying by a recurring method, such as direct debit.

Refer a Friend promotion - terms & conditions

We’ve set out below the terms and conditions for our Refer a Friend promotion. If you’re looking for the Refer a Friend leaderboard competition and prize draw terms, please click here.

1. The Promoter is Hutchison 3G UK Limited of Star House, 20 Grenfell Road, Maidenhead, Berks, SL6 1EH (“Three”) with Buyapowa Limited of 24 Greville Street, London EC1N 8SS acting as their agent (“Buyapowa”). Amazon.co.uk is not a sponsor of this Promotion – see below for Amazon.co.uk Gift Card General Terms.

2. The Refer a Friend Promotion (“Promotion”) will run from 1st June 2016 for an initial period of 6 months but may be withdrawn, amended or extended, at any time and without notice (“Promotion Period”). If the Promotion is withdrawn, any Gift Cards due as a result of a Qualifying Purchase (see below) made as a result of a referral will be honoured.

3. To be eligible for entry you must be a resident in the UK and be 18 years or over.

4. If you are an employee of Three or Buyapowa you may enter this promotion only in a personal capacity. Any entries that we (Three) reasonably believe were submitted during, or in furtherance of, the course of your employment will be deemed ineligible and will be disqualified.

5. To enter the promotion, you must follow the instructions on our website, Three.co.uk, including entering your details where requested. By doing so, you accept these Terms and Conditions and agree that from time to time, your personal details, including your first name and the initial of your surname will be shared with Buyapowa and may be used in a “Leader Board”, published online, showing the number of successful referrals you have made against other participants of the Promotion. You also agree by referring a Friend by sharing your Referral Link with them, that we may share your name with them, so that they know who has referred them. .

6. Having entered your personal details on Three.co.uk and entered this promotion, you will be provided with a unique referral link (“Referral Link”) which is personal to you. You may share this by email or via various social media platforms, with your friends, family members or any other member of the public, provided they are aged 18 or over and a UK resident (“Friend”). If a Friend subsequently makes a Qualifying Purchase, you will both receive, within 3 months, a £25 Amazon.co.uk Gift Card (“Gift Card”) which will be sent by email. Each Friend may use your Referral Link once only to make a Qualifying Purchase (but may continue to participate in the Promotion by requesting their own Referral Link to share and use).

7. In order to make a Qualifying Purchase your Friend must:

a. Click on your Referral Link;

b. Successfully enter into either:

i. a new 24-month package that includes a phone or other device; or

ii. a new 12-month SIM Only voice plan (each a “Qualifying Purchase”).

c. Comply with our Terms for use of Three Services, including paying their first bill in full and on time.

8. The Qualifying Purchase must be made immediately after clicking on the Referral Link – if any other websites or advertising banners are clicked on in between following the Referral Link and making the purchase, we will not be able to track the sale as linked to your Referral Link nor will we be able to pay either party their Voucher.

9. The Vouchers are not transferable and no cash alternative will be offered. Three reserves the right at any time to substitute an alternative prize of similar or greater value. The Vouchers may be subject to additional terms and conditions. Recipients of the Vouchers agree that the cost of and the responsibility for complying with such additional terms and conditions will be borne solely by them, and that all third party terms and conditions relating to the Vouchers are beyond Three’s control.

10. Three reserves the right to disqualify any entries which it deems, at its sole discretion, to contravene the spirit of the promotion and any prize if awarded must be returned immediately.

11. A Voucher will be sent by email to each of you and your Friend within 3 months of their first bill being paid in full and on time of the Qualifying Purchase.

12. Any third party terms and conditions relating to the prize are beyond the control of Three.

13. Three cannot accept responsibility for entries lost or delayed in transmission. Under no circumstances will Three (or its parent, subsidiaries and affiliated companies) be liable (unless such liability cannot be lawfully excluded) for any losses, damages, costs or expenses arising from or in any way connected with any errors, defects, interruptions, malfunctions or delays in the Incentive Promotion or prize draw or any prize connected with the Incentive Promotion and it excludes liability, to the fullest extent permitted by law for any loss or damage caused to the winner/s and/or companion/s arising out of these prizes.

14. These terms and conditions shall be governed by and construed in accordance with the laws and England and subject to the exclusive jurisdiction of the courts of England and Wales.

Amazon.co.uk Gift Card General Terms

Amazon.co.uk is not a sponsor of this promotion. Amazon.co.uk Gift Cards ("GCs") may be redeemed on the Amazon.co.uk website towards the purchase of eligible products listed in our online catalogue and sold by Amazon.co.uk or any other seller selling through Amazon.co.uk. GCs cannot be reloaded, resold, transferred for value, redeemed for cash or applied to any other account. Amazon.co.uk is not responsible if a GC is lost, stolen, destroyed or used without permission. See www.amazon.co.uk/gc-legal for complete terms and conditions. GCs are issued by Amazon EU S.à r.l. All Amazon ®, ™ & © are IP of Amazon.com, Inc. or its affiliates.

REFER A FRIEND PROMOTION - UNSUBSCRIBE

If you'd prefer not to receive further emails concerning our £25 Amazon Refer a friend scheme for Three, you can email three@co-buying.com with the word Unsubscribe in the header.

If you'd prefer not to receive further emails from Three, you can update your marketing preferences at your My3 account from your Three mobile or online. Or you can email your Three number (this is printed on the card your SIM came on) with 'Stop Emails' topreferences@3mail.com.

6 months half price. Offer now closed. Terms below are for reference purposes only.

Sorry – this offer is now closed.

6 month half-price offer available to new customers or for additional contracts on selected 24-month handset plans or 12 month SIM-only plans. Half-price monthly package price applies to first 6 bills, then full price. This promotion cannot be used in conjunction with our Amazon.co.uk. Gift Card offer. Price includes £5 monthly discount for paying by a recurring method, such as Direct Debit. Each May, your monthly package price will increase by an amount up to the RPI rate, published in the February that year (excluding SIM plans).

Emoji provided free by Emoji One

Amazon.co.uk Gift Card Offer terms and conditions

1.    Promoter: The Promoter is Hutchison 3G UK Limited of Star House, 20 Grenfell Road, Maidenhead, Berks, SL6 1EH (“Three”).

2.    Promotion: The Amazon.co.uk Gift Card (“Gift Card”) promotion will run from 26 July 2016 and will likely continue until 1 September 2016, (the “Promotion Period”), subject to Gift Card availability. The promotion may be withdrawn, amended or extended, at any time without notice. If the promotion is withdrawn, any Gift Card due as a result of a Qualifying Entry (defined below) made within the Redemption Period (defined below) and prior to the withdrawal will be honoured. This promotion cannot be used in conjunction with our 6 months half price offer but may be used in conjunction with our Refer a friend promotion – see full terms and conditions at http://www.three.co.uk/terms-conditions/refer-a-friend.

3.    Redemption Period: 26 July 2016 to 31 October 2016.

4.    Entry Criteria: To be eligible to enter the promotion you must be:

a.    A resident in the UK;

b.    18 years or over; and

c.    An “Eligible Customer”, being either:    

i.    A new Three customer who, within the Promotion Period, signs up to or takes out an additional contract for an Eligible Plan (defined below); or

ii.    An existing Three customer who, within the Promotion Period, upgrades to an Eligible Plan (defined below) in store only (existing customers who upgrade via telephone or online will not be eligible).
 

5.    Eligible Plan: means one of our:

a.    24 month handset plans (including dial); or

b.    12 month SIM-only mobile voice plans (excluding our 12 month 500MB and 200 minutes SIM-only plan); or

c.    12 or 24 month mobile broadband packages (excluding iPad and 40GB plans).
 

6.    Entry: To enter the promotion, you must:

a.    14 days after purchasing an Eligible Plan and within the Redemption Period (defined above) access the redemption page at www.three.co.uk/getmyvoucher and enter your details, where requested (including but not limited to your correct email address, Three telephone number, and Billing Account Number which can be located from your Welcome Letter or via the MyThree App).  Three takes no responsibility for errors made by you when entering your details on the redemption page which may result in you not receiving your Gift Card.

b.    Comply with Three’s Terms for Use of Three Services, including paying your first bill in full and on time,
(compliance by an Eligible Customer with 6 (a) and (b) above shall result in a “Qualifying Entry”).
 

7.    Gift Card: Only one Gift Card per Qualifying Entry.  Multiple entries will not be considered and may result in disqualification.  The value of the Gift Card will depend on which Eligible Plan you purchase, as follows:

a.    £50 Gift Card for a purchase of any 24 month handset or 12 month SIM-only mobile voice plan described at 5(a) and (b) above; or

b.    £25 Gift Card for a purchase of a mobile broadband package described at 5(c) above,
in each case, subject to Gift Card availability.
 

8.    Your data: By entering and submitting the requested information on the redemption page, you accept these Terms and Conditions and agree that, from time to time, your personal data, including your name and email address will be shared with Amazon who is responsible for delivering your Gift Card to you.  
 

9.    Gift Card delivery: Your relevant Gift Card will be sent by email from Amazon within 3 months of you entering and submitting your valid details on the redemption page, subject to you satisfying the requirements of a Qualifying Entry.  Three cannot accept responsibility for the delivery of the Gift Cards by Amazon, which is beyond Three’s control.  The Gift Cards may be subject to additional terms and conditions.  You agree that the cost of, and the responsibility for, complying with such additional terms and conditions will be borne solely by you, and that all third party terms and conditions relating to, and delivery of, the Gift Cards are beyond Three’s control.
 

10.    Other:

a.    If you are an employee of Three or Amazon you may enter this promotion only in a personal capacity.  Any entries that we (Three) reasonably believe were submitted during, or in furtherance of, the course of your employment will be deemed ineligible and will be disqualified.

b.    The Gift Cards are not transferable/assignable and no cash alternative will be offered. Three reserves the right at any time to substitute an alternative prize of similar or greater value.

c.    Three reserves the right to disqualify any entries which it deems, at its sole discretion, to contravene the spirit of the Promotion and any prize if awarded must be returned immediately.

d.    Any third party terms and conditions relating to the prize are beyond the control of Three.

e.    Three cannot accept responsibility for entries lost, corrupted, or delayed in transmission. Under no circumstances will Three (or its parent, subsidiaries and affiliated companies) be liable (unless such liability cannot be lawfully excluded) for any losses, damages, costs or expenses arising from or in any way connected with any errors, defects, interruptions, malfunctions or delays in the promotion, redemption page, or any prize connected with the promotion and it excludes liability, to the fullest extent permitted by law for any loss or damage caused to the recipients of these prizes.

f.    These terms and conditions shall be governed by and construed in accordance with the laws and England and Wales and subject to the exclusive jurisdiction of the courts of England and Wales.

 

Amazon.co.uk Gift Card General Terms

Amazon.co.uk is not a sponsor of this promotion. Amazon.co.uk Gift Cards ("GCs") may be redeemed on the Amazon.co.uk website towards the purchase of eligible products listed in our online catalogue and sold by Amazon.co.uk or any other seller selling through Amazon.co.uk. GCs cannot be reloaded, resold, transferred for value, redeemed for cash or applied to any other account. Amazon.co.uk is not responsible if a GC is lost, stolen, destroyed or used without permission. See www.amazon.co.uk/gc-legal for complete terms and conditions. GCs are issued by Amazon EU S.à r.l. All Amazon ®, ™ & © are IP of Amazon.com, Inc. or its affiliates.

Our lowest prices. Ever

Our Lowest Prices. Ever: lowest total price on selected handset Packages over 24 month minimum term, including: iPhone 6s, Samsung J3, Samsung S7, and Samsung S7 Edge. Price includes £5 monthly discount for paying by a recurring method, such as Direct Debit. Each May, your monthly package price will increase by an amount up to the RPI rate, published in the February that year (excluding SIM plans).

Samsung Galaxy Note 7 Pre-order Offer.

19 August 2016: This offer is no longer available owing to stock availability.

Pre-order and purchase the Samsung Galaxy Note 7 on one of our 24 month plans either (a) in store before 24 August 2016 or (b) via Three.co.uk or by telephone before 11:59pm 26 August 2016, to be eligible to receive or, where elected or purchased in store, pick up from your chosen store, your device together with a free Samsung Gear VR headset from 30 August 2016, subject to stock availability.

Snowbombing competition 2016

1.       The prize draw (“Prize Draw”) is organised by Hutchison 3G UK Limited trading as Three, Registered Office: Star House, 20 Grenfell Road, Maidenhead, Berks, SL6 1EH (“Three” or "We").

 

2.       The Prize Draw closes on 13 March 2016 at 23.59.

 

3.       Entrants must be UK residents and be 18 years old or over. Winners may be required to submit valid identification before receiving prizes.

 

4.       This Prize Draw is not open to employees of Three, its agents, contractors, consultants, or anyone professionally connected with the Prize Draw.  Further, we reserve the right to disqualify any entries which we deem, at our sole discretion, to contravene the spirit of the Prize Draw and any prize awarded will be withdrawn.

 

5.       To qualify for entry, entrants must submit their name and Three mobile number, as instructed (“Qualifying Entries”).  Only one entry is permitted per person.

 

6.       The prize comprises of: economy flights for two from Heathrow to Munich on 06 April 2016, and returning on 09 April 2016; three nights for two at the accommodation in Mayrhofen resort; two tickets to the Snowbombing festival; and £500 worth of spending money (delivered in Euro’s). Travel arrangements will be made by Three’s chosen travel partner. The prize does not include any additional expenses. 

 

7.       There will be two winners. The winners will be selected at random from the Qualifying Entries under independent supervision on 14 March 2016 and will be notified by 15 March 2016. Entrants may only win one prize.

 

8.       The prizes are not transferable.  No cash alternative will be offered.  The prizes may be subject to additional terms and conditions, including but not limited to Three’s Terms for Service.  The winners agree that the cost of and the responsibility for complying with such additional terms and conditions will be borne solely by the winners.  All third party terms and conditions relating to the prizes are beyond our control.  We reserve the right at any time to substitute an alternative prize of similar or greater value. Further, we reserve the right at any time to cancel, modify or supersede the Prize Draw (including altering the prizes). No communications will be entered into by us regarding this.

 

9.       This Prize Draw is free to enter and no purchase is necessary.  

 

10.    The winners may be requested to participate in related publicity, including his/her name and general location being used in any and all media.

 

11.    Information that entrants supply when entering the Competition will be used only in accordance with Three’s Web Privacy Policy (www.three.co.uk) and these terms. Our use of such information will also be subject to our Privacy Notice contained in Section 13 of the Terms and Conditions governing the use of Three Services.  See www.three.co.uk.

 

12.    We cannot accept responsibility for entries lost or delayed in transmission. Under no circumstances will Three (or its parent, subsidiaries and affiliated companies) be liable (unless such liability cannot be lawfully excluded) for any losses, damages, costs or expenses arising from or in any way connected with any errors, defects, interruptions, malfunctions or delays in the Prize Draw or the prizes and Three excludes liability, to the fullest extent permitted by law for any loss or damage caused to the winner/s and/or companion/s arising out of these prizes.

 

13.    Entry into the Prize Draw signifies acceptance of these terms and conditions. We also reserve the right to amend these terms and conditions at any time. These terms are governed by English law.

 

Samsung wallpaper competition 2016

  1. These terms and conditions are the rules which apply to this competition. By submitting their entry, entrants will be deemed to have agreed to be bound by the following terms and conditions.
  2. This competition is run by Hutchison 3G UK Limited, operating as Three, Star House, 20 Grenfell Road, Maidenhead, SL6 1EH.
  3. To enter the competition entrants must design a wallpaper for the Samsung Galaxy S7 or Samsung Galaxy S7 edge and email their design as a .jpg or .png file tothreecompetition@atom42.co.uk with the subject line ‘Samsung Wallpaper Competition’ before 9am on Friday 1 April 2016.
  4. Entrants must be aged 18 or over.
  5. The artwork must have been created by the entrant, and must not infringe any intellectual property rights of any third party (including copyright or trade mark infringement).
  6. Each entrant can enter an unlimited number of images. However, only one entry can be shortlisted from any individual entrant.
  7. This promotion is open to residents of the UK, except for Three employees, their families or anyone else associated with this competition.
  8. No responsibility can be accepted for entries that are lost or delayed, or which are not received for any reason.
  9. All entrants give permission for the use of their artwork for marketing purposes.
  10. Winners agree to participate in publicity as Three may require.
  11. Submitted images may feature in Three publications, on websites, or other promotional material as well as on the company's social media assets.
  12. The prize on offer is either a Samsung Galaxy S7 or Samsung Galaxy S7 edge (depending on whether the winning design is for a S7 or an S7 edge), and a Three Sim card loaded with £10 of credit.
  13. The prize is only as stipulated and cannot be transferred and/or exchanged for cash.
  14. The prize will be awarded to the shortlisted design which receives the most likes on Three’s Facebook page. Confirmation of the prize will be made by email to the winner by Monday 11 April 2016.
  15. Reasonable efforts will be made to contact the winner. If the winner cannot be contacted, or is unable to comply with these terms and conditions, Three reserves the right to offer the prize to another eligible entrant. Failure to respond and/or provide an address, or failure to meet the eligibility requirements may result in forfeiture of the prize.
  16. Three reserves the right to amend these terms and conditions at any time. If we do this, we will publish the amended terms and conditions on the competition page.
  17. Three reserves the right to end this promotion at any time, and without notice.

#styleyourdial competition 2016

  1. These terms and conditions are the rules which apply to this competition. By submitting an entry, entrants will be deemed to have agreed to be bound by the following terms and conditions.
  2. This competition is run by Hutchison 3G UK Limited, operating as Three, Star House, 20 Grenfell Road, Maidenhead, SL6 1EH (“Three”).
  3. Start date: 09.01 on Friday 13 May 2016.
  4. Closing date: 11:59 on Monday 13 June 2016.
  5. Announcement date: Tuesday 21 June 2016.
  6. To enter the competition entrants must tweet Three (using the Twitter handle @ThreeUK) a photograph of themselves wearing their favourite outfit together with the hashtag #styleyourdial before the closing date. Failure to include #styleyourdial or @ThreeUK in the tweet will result in failure to enter the competition.
  7. Photographs entered into the competition must be owned by the entrant and must not a) include images of other people who have not given their permission to the entrant to feature in their entry; or b) infringe any intellectual property rights of any third party (including copyright); or c) contain nudity, or language or imagery that could be construed as harmful or offensive.
  8. Three may, at its sole and absolute discretion, disqualify entries which do not comply with these terms and conditions, or are contrary to the spirit or intention of the competition.
  9. Each entrant can enter an unlimited number of unique images. However, only one entry may be shortlisted from any individual entrant.
  10. This promotion is open to residents of the UK, except for Three employees, their families or anyone else associated with this competition.
  11. Entrants must be aged 18 or over.
  12. The prize on offer is one dial device in black/white and size M/L (at the winner’s election - subject to availability). No SIM or service plan is included. The prize is not transferable. No cash alternatives will be offered. Three reserves the right at any time to substitute an alternative prize of similar or greater value.
  13. The prize may be subject to additional terms and conditions. The winner agrees that the cost of, and the responsibility for, complying with such additional terms and conditions will be borne solely by the relevant winner. All third party terms and conditions and subscription services relating to prize are beyond Three’s control.
  14. The winner of the competition will be announced on Three’s Twitter page on the announcement date. The decision of Three is final and no correspondence or discussion will be entered into.
  15. Three will contact the winner personally via Twitter as soon as practicable after the announcement date using the Twitter handle used by the winner for his/her entry. Reasonable efforts will be made to contact the winner. If the winner cannot be contacted, or is unable to comply with these terms and conditions, Three reserves the right to offer the prize to another eligible entrant (starting with the first runner up). Failure to respond and/or provide an address, or failure to meet the eligibility requirements may result in forfeiture of the prize.
  16. No responsibility can be accepted for entries that are lost or delayed in transmission, or which are not received for any reason.
  17. By entering into this competition, all entrants give Three (and its affiliates and agents) permission to make their entries available on its website and any other media, and in connection with any publicity. Each entrant agrees to grant Three a non-exclusive, worldwide, irrevocable licence to use, display, publish, transmit, copy, edit, alter, store, re-format and sub-licence their competition entry for this purpose and waives all moral rights.
  18. Three reserves the right to amend these terms and conditions at any time. If we do this, we will publish the amended terms and conditions on the competition page.
  19. Three reserves the right to end this promotion at any time, and without notice.

REFER A FRIEND LEADERBOARD COMPETITION & PRIZE DRAW TERMS & CONDITIONS

 

1.     The Refer a Friend leaderboard competition and prize draw (“Prize Promotion”) is organised by Hutchison 3G UK Limited trading as Three, registered office: Star House, 20 Grenfell Road, Maidenhead, Berks, SL6 1EH (“Three”) with Buyapowa Limited of 24 Greville Street, London EC1N 8SS acting as their agent (“Buyapowa”).
 
2.     The Prize Promotion will start on 8 August 2016 and closes at midnight on 9 September 2016 (the “Promotional Period”).
 
3.     To be eligible for entry you must be a resident in the UK and be 18 years old or over. Winners may be required to submit valid identification before receiving the prizes.
 
4.     If you are an employee of Three or Buyapowa you may enter this Prize Promotion only in a personal capacity. Any entries that we (Three) reasonable believe were submitted during, or in furtherance of, the course of your employment will be deemed ineligible and will be disqualified. Further, we reserve the right to disqualify any entries which we deem, at our sole discretion, to contravene the spirit of the Competition and any prize if awarded must be returned immediately.
 
5.     To automatically qualify for entry, you must (if you haven’t already) sign up to Three’s Refer a Friend promotion at www.three.co.uk/refer-a-friend and, having shared your unique sharing link, successfully refer at least one friend, family member or other member of the public (“Friend”) (“Qualifying Entries”).
 
6.     Each success referral made will be added against your name on the leaderboard. To be classed as a successful referral, your Friend must have used your unique sharing link to access the Three Store and have successfully entered into a Qualifying Purchase of either a new 24-month package that includes a phone or other device, or a new 12-month SIM Only plan contract (“Successful Referral”). If their order is subsequently cancelled, we are unable to complete the order or the order does not meet the criteria set out in our Refer a Friend terms and conditions (http://www.three.co.uk/terms-conditions/refer-a-friend) it will not count towards your leaderboard total.
 
Leaderboard Competition
 
7.     There are prizes available for the three individuals who successfully refer the most Friends. If, at the close of the Promotional Period (Midnight on 9 September 2016), you are in First, Second or Third place on our leaderboard, the prizes are as follows:
 
a.     First Prize of one Samsung Galaxy Note 7;
b.    Second Prize of one Samsung Galaxy S7 edge;
c.     Third Prize of one Samsung Galaxy S7.
 
8.     There will be one winner for each prize. In the event that one or more individuals Successfully Refer the same number of Friends, your place will be determined by time with the first to reach that number within the Promotion Period, ranked higher. For example, if at the end of the Promotion Period, there are three people who have each successfully referred 15 Friends, whoever first reached the 15 referrals, would be placed first; whoever reached 15 referrals second, will be placed second, and so on.
 
Prize Draw
 
9.     All Qualifying Entries (minus the three winners of the leaderboard) at the close of the Promotion Period will be automatically entered a Prize Draw to win a Samsung Galaxy S6, with one winner selected at random from the remaining Qualifying Entries under independent supervision.
 
10. A draw will be held 14 September 2016.
 
11. The winners of the Leaderboard Competition and the Prize Draw will be notified via email on 15 September 2016. Each will be required to reply by 22 September 2016 with details of the UK address to which their Prize will be despatched to.
 
12. Only one entry is permitted per person.
 
13. The prizes are not transferable and no cash alternative will be offered. The prizes may be subject to additional terms and conditions, including but not limited to Three’s Terms for Service. The winners agree that the cost of and the responsibility for complying with such additional terms and conditions will be borne solely by the winners. We reserve the right at any time to substitute an alternative prize of similar or greater value. Further, we reserve the right at any time to cancel, modify or supersede the Competition (including altering the prizes). No communications will be entered into by us regarding this.
 
14. All third party terms and conditions relating to the prizes are beyond our control.
 
15. This Prize Promotion is free to enter and no purchase is necessary by you.  
 
16. Entrants agree that we may contact them from time to time with details of offers, prize draws and other marketing information and entrants may notify us if they do not wish to receive such information at any time you can opt out online by clicking on  the Unsubscribe button in any of the Refer a Friend emails you receive. .
 
17. The winners may be requested to participate in related publicity, including his/her name and general location being used in any and all media.
 
18. Information that entrants supply when entering the Competition will be used only in accordance with Three’s Web Privacy Policy (www.three.co.uk) and these terms. If you are a Three customer, our use of such information will also be subject to our Privacy Notice contained in Section 13 of the Terms and Conditions governing the use of Three Services. See www.three.co.uk.
 
19. We cannot accept responsibility for entries lost or delayed in transmission whether by post or otherwise. Under no circumstances will Three (or its parent, subsidiaries and affiliated companies) be liable (unless such liability cannot be lawfully excluded) for any losses, damages, costs or expenses arising from or in any way connected with any errors, defects, interruptions, malfunctions or delays in the Prize Promotion or prize draw or any prize connected with the Prize Promotion excludes liability, to the fullest extent permitted by law for any loss or damage caused to the winner/s and/or companion/s arising out of these prizes.
 
20. Entry into the Prize Promotion signifies acceptance of these terms and of the entry instructions. We also reserve the right to amend the Prize Promotion terms at any time. These terms will be governed by English law. 

Feel at Home Competition T&C's

PRIZE DRAW TERMS & CONDITIONS:

 
1.       The prize draw (“Prize Draw”) is organised by Hutchison 3G UK Limited trading as Three, Registered Office: Star House, 20 Grenfell Road, Maidenhead, Berks, SL6 1EH (“Three” or "We").
 
2.       The Prize Draw closes at 23.59 on 1 September 2016.
 
3.       Entrants must be UK residents and be 18 years old or over. Winners may be required to submit valid identification before receiving prizes.
 
4.       This Prize Draw is not open to employees of Three, its agents, contractors, consultants, or anyone professionally connected with the Prize Draw. Further, we reserve the right to disqualify any entries which we deem, at our sole discretion, to contravene the spirit of the Prize Draw and any prize awarded will be withdrawn.
 
5.       To qualify for entry, entrants must submit their Three mobile number, as instructed (“Qualifying Entries”). Only one entry is permitted per person.
 
6.       The 3 prizes each comprising of: Holiday vouchers which may be redeemed up to the value of £2000
 
7.       There will be one winner per prize. The winner will be selected at random from the Qualifying Entries under independent supervision on 1 September 2016 and will be notified by 3 September 2016. Entrants may only win one prize.
 
8.       The prizes are not transferable. No cash alternative will be offered. The prizes may be subject to additional terms and conditions, including but not limited to Three’s Terms for Service.  The winners agree that the cost of and the responsibility for complying with such additional terms and conditions will be borne solely by the winners. All third party terms and conditions relating to the prizes are beyond our control. We reserve the right at any time to substitute an alternative prize of similar or greater value. Further, we reserve the right at any time to cancel, modify or supersede the Prize Draw (including altering the prizes). No communications will be entered into by us regarding this.
 
9.       This Prize Draw is free to enter and no purchase is necessary.  
 
10.    The winners may be requested to participate in related publicity, including his/her name and general location being used in any and all media.
 
11.    Information that entrants supply when entering the Competition will be used only in accordance with Three’s Web Privacy Policy (www.three.co.uk) and these terms. Our use of such information will also be subject to our Privacy Notice contained in Section 13 of the Terms and Conditions governing the use of Three Services. See www.three.co.uk.
 
12.    We cannot accept responsibility for entries lost or delayed in transmission. Under no circumstances will Three (or its parent, subsidiaries and affiliated companies) be liable (unless such liability cannot be lawfully excluded) for any losses, damages, costs or expenses arising from or in any way connected with any errors, defects, interruptions, malfunctions or delays in the Prize Draw or the prizes and Three excludes liability, to the fullest extent permitted by law for any loss or damage caused to the winner/s and/or companion/s arising out of these prizes.
 
13.    Entry into the Prize Draw signifies acceptance of these terms and conditions. We also reserve the right to amend these terms and conditions at any time. These terms are governed by English law.
 

Code of Practice

Here you'll find general information about us, the services we offer and how to get in touch with us. In this code of practice we tell you about your rights as a UK mobile customer as well as your responsibilities when joining us. And we explain our commitment to you as a customer.

 
We always strive to deliver the highest standards of service possible. Apart from anything else, it simply makes good business sense. So one of the main reasons for publishing this code is to assure you of our good intentions and explain clearly what you can expect from us. There's another reason, too. Legally, we have to provide certain information to meet the requirements of the communications regulator, Ofcom.
 
We hope that we've made this code as clear as possible. If not just get in touch and we'll be happy to run through things. This code of practice is available on our website, three.co.uk, and on request by contacting customer services. Copies are available in some alternative formats.
 
We also produce supplementary codes on specific services and other mobile issues; if you want a copy of our codes or more general information please visit our website.
 
Who we are and what we offer
 
Three is the trading name for Hutchison 3G UK Limited. We are a UK mobile network operator; our head office is in Maidenhead.
 
We provide 3G (third generation) and 4G (fourth generation) mobile communications, incorporating mobile internet, voice, text and data services.
 
Our Commitment to you
 
Customer Services 
We want to give customers a great service so we are always looking for ways to improve. However, if you feel we are not achieving this, please contact us. We want to deliver a service that you use, enjoy and value. That's why we provide clear, concise answers to questions, publish information that is relevant and easy to understand at three.co.uk, respond as quickly as possible to complaints and put you in control of your account with My3 account.
 
Contacting us couldn’t be simpler. You can get in touch with us by completing a form online, via email, phone, or send us a letter. If you’d prefer to talk face to face, why not visit one of our stores?
 
Online
 
You'll find lots of useful information about Three and our services at three.co.uk
 
By online form or webchat
You can contact us by completing the web form at www.three.co.uk/emailus or by chatting to an advisor using our webchat service at www.three.co.uk/contact_us - just select which type of customer you are and click on “Live Chat”.
 
By phone - Pay Monthly
In the UK, you can call from your Three mobile on 333 (this will be free unless you’re on one of new Essential plans, in which case it will come out of any available minutes allowance you have or if not, you’ll be charged our standard out of allowance rates).
You can also get in touch from abroad by calling +44 7782 333 333 - calls are charged at the current roaming rate.
 
By phone - Pay As You Go
In the UK, you can call free from your Three mobile on 444.
You can also get in touch from abroad by calling +44 7782 333 444 - calls are charged at the current roaming rate.
 
By phone - Mobile Broadband
In the UK, you can call free from a Three mobile on 500. You can also get in touch from abroad by calling +44 7782 333 500 - calls are charged at the current roaming rate.
 
By phone – Business customers
In the UK, you can call free from your Three mobile on 337.
You can also get in touch from abroad by calling +44 7782 333 337 - calls are charged at the current roaming rate.
 
By phone from a non-Three mobile
If you are a phone customer, dial 0333 300 3333 (calls are charged at your standard rate). If you are a mobile broadband customer, dial 0333 300 0500 (call are charged at your standard rate).
 
By post
Three Customer Services
Hutchison 3G UK Ltd
PO Box No. 333
GLASGOW
G2 9AG
 
Ways to join Three
 
Price Plans & ways to pay 
We aim to be highly competitive when it comes to our rates. Our prices vary depending on the plan you choose. The most up-to-date prices on our products and services are always available on our website and through Three stores and authorised retailers.
 
Pay Monthly price plans (packages including a device and SIM Only) usually has minimum contract term, for example 24 months. If you are on a Pay Monthly plan you will have committed to remain connected to Three until the term has been completed. At Three we have the right to stop your service if you fail to pay money owed or breach our Terms and Conditions.
 
Some SIM Only Pay Monthly plans have a minimum term of one month and then continue to “roll” until you terminate these SIM only contracts at any time by giving us one month’s notice.
 
If you're on a Pay Monthly contract, we bill you for the services you use on a monthly basis. Every month we send you either an electronic bill or a paper bill in the post. Your bill can be either a fully itemised bill or a summary statement. If you have opted for a paper bill and you want a fully itemised bill, you will pay a charge for the itemised bill (or you can choose a free of charge summary statement) If you have opted for an electronic bill, you can choose to receive a fully itemised bill or a summary bill free of charge. Our bills will show your usage, charges and the date that a payment is due.
 
As far as payment is concerned, new customers can only join pay monthly plans on direct debit and our plans’ prices include a discount for paying by this efficient means. Direct debit is brilliant for you as payment will be taken automatically and your account will not be suspended if you forget to pay. It is also the most efficient method for us. You should maintain your direct debit whilst you stay as a pay monthly customer. You can change your bank details at any time, just let us know.
 
We cannot prevent you from cancelling your direct debit, and if you do, you are still required to pay your bills by the due date. We will retain your discount if you give us any of the following given means of payment provided that you simply allow us to store your selected payment method so that we can charge you on your billing date each month. Don’t worry, you can swap these details at any time and on multiple occasions. If you do not permit us to store payment details you will lose the recurring payment discount. You can choose any of the following given means of payment. Simply allow us to store details and you will remain eligible for the £5 monthly recurring discount.

Payment methods

 
If you're on a Pay Monthly price plan, you can check which calls, texts and services are included in your plan. Pay as You Go means just that - there’s no minimum term contract and no monthly bills; just buy a Pay as You Go phone from us and start using it straight away. When you run out of credit you just buy a Top-up voucher.
 
Pay As You Go Top-up vouchers can be purchased from a range of outlets across the UK including places you can purchase Three phones. If you register a credit or debit card, you can also top up using My3 online, My3 on your handset, and by calling 444 free from your Three phone. Further details on how it all works are available at three.co.uk. You can check Three's network coverage by going to Network Coverage at three.co.uk or by contacting customer services.
 
Number Portability:
 
If you're a new customer to Three, you might want to move your existing mobile phone number to us. You can do this in three easy steps:
 
1. Contact the customer service group of your old service provider and ask for a PAC (Port Authorisation Code). Your old service provider must give you the PAC, or a reason why it cannot be issued, within 2 hours of your request. Usually your old service provider will be able to provide your PAC over the phone or by SMS, and may also follow this up in writing.
 
2. Once you have your PAC, you need to give it to us before we can move your number. You can give us your PAC over the phone by calling 333 from your Three phone, using the online form at our Welcome to Three page, or by calling 0333 300 3333 (Your standard call charges will apply). Your PAC is valid for a period of 30 calendar days and your request must be submitted to Three within that time. If you don't give us your PAC within that time, you'll need to ask your old service provider for a new one.
 
3. If you ask for your number to be moved before 5pm Monday-Friday (excluding bank holidays), it should be moved during the next working day. If you ask to move your number outside of these times, we'll process your request as soon as we can on the next working day, and let you know when your number will be moved.
 
Remember that if you transfer your number whilst you're still in the minimum term of your contract with your old provider, you may be liable for payments under that contract. However, you are entitled to request and receive your PAC at any time regardless of any payments that may be due to your provider under your contract.
 
If you are a Three customer and you want to move your number to another service provider, you should call us and ask for a PAC. Your PAC will be valid for 30 calendar days. You'll need to give your PAC to your new service provider to move your number to that network. If you don't use your PAC within those 30 days, you'll continue to receive and be charged for services from Three.
 
Keeping you up to date
 
We use customer bills, leaflets, emails, letters, text, picture and video messages to keep you up to date with our news, services, products and exclusive deals. The latest Information is also available online at our website.
 
Your privacy
We'll only use your personal information in accordance with our Privacy Policy and relevant UK data protection and privacy legislation. You’ll find our Privacy Policy on our website and in our Terms and Conditions. An up to date copy of our Privacy Policy can be viewed at three.co.uk/Privacy_Cookies and Terms and Conditions can be viewed at three.co.uk/Terms.
 
By agreeing to the terms of our Privacy Policy, you give us permission to collect information about how, when and where you use our services. With your consent, we may from time to time contact you for marketing purposes (see the section called 'Keeping you up to date') and share your information with members of the Three group – but not with anyone else. If we collect sensitive information, we'll seek your permission first before sharing it.
 
Subject to your preferences and only where you have given us permission, we may enter your name, address and telephone number in a publicly available directory enquiry service and directories operated by us or by a licensed third party operator such as BT.
 
For further information, or answers to queries, please send an email to dpa.officer@three.co.uk or write to: 
 
DPA Officer
Three
Star House
20 Grenfell Road
Maidenhead
SL6 1EH
 
Warranty, repairs and insurance
 
Your mobile will be covered by a manufacturer's warranty covering defects in material or workmanship. If you experience a problem with your device, just get in touch with us and we will tell you what to do next.
 
If your device needs to be repaired, you will need to get in contact with the manufacturer so that it can be sent for repair. The device is normally repaired and returned back to you within 5 days.
 
We also offer insurance to cover you if anything goes wrong with your handset or if it gets lost or stolen – you can find out more about this at Three.co.uk/threerescue
 
Returns & Exchanges policy
 
We always hope you’re happy with your new purchase, whether it’s a Device or Accessory, and/or a service agreement for our Network Services, but just in case you’re not, here’s what you can do.
 
Purchases from Three Stores 
We’re sorry, but if you bought a Device or Accessory from a Three Store and you change your mind, you’ll be unable to return or exchange it, except in accordance with your statutory rights.
 
Purchases from Three.co.uk and Telesales
If you change your mind, you can return or exchange your purchase within 14 days of receiving your Device or SIM card (where no Device was purchased). If you use any services during the returns period, you could be charged for those services and any reduction in value of the Device - you can turn on and use your Device to inspect it and to make sure you’ve received what you thought you were buying, but if any damage is caused, or it is used beyond what’s reasonable, we have the right to charge you for any loss in value to the goods as a result of your use or damage. You’re allowed to do what is reasonable to ensure you’ve received what you thought you were buying and that it works as expected. All Devices must be returned, together with all packaging, manuals, accessories, any free gifts and your proof of payment.
 
You’ll also need to provide your receipt or delivery note as proof of purchase. If you are unsure what to do, please: 
1. contact the retailer that sold it to you (if you didn’t purchase your device directly from Three); or 
2. return to the Three Store that sold it to you (if you purchased your device from a Three store; or 
3. call 0333 300 3333 (your standard call charges will apply) if you purchased your device from Three’s telephone sales team or three.co.uk.
 
Other retailers that aren’t Three.
You’ll need to check with them to see what their returns and exchanges policy is. If you are given an exchange or refund, but have connected to Three and used any of our services then we may charge you for these. A full copy of our Returns & Exchange policy can be found at three.co.uk/returns
 
Our Network reliability
 
The network may cease to function if there is a power cut or failure that affects the Three network. These failures may be caused by reasons outside our control. There can also be instances where service has to be stopped for a short period while essential maintenance is carried out. We try to keep these periods as infrequent and brief as possible and try to warn you if we think you will be affected.
 
Emergency Services
 
You can make free calls to emergency services from your Three mobile. When you’re outside of coverage on our network, your phone will try to locate another mobile network so that you can make emergency calls. Emergency service calls cannot be made using the Skype service on your Three mobile.
 
The Key Small Print
 
Terms & Conditions 
If your Price Plan has a minimum term then you are committed to remain connected to Three until the expiry of that minimum term. If you sign up to a Pay Monthly Package which includes a Device, the Monthly Charge for this is the minimum price you agree to pay us for Three Services provided to you under your agreement, for the Minimum Term. Each May, your Monthly Charge will increase by an amount up to the January RPI rate (published each February), unless you're on a SIM plan. If the January RPI rate is negative, there will be no change to your Monthly Charge in the May.Three reserves the right to terminate service to a customer at any time if a customer fails to pay money owed to Three or breaches Three's Terms and Conditions.
 
If you are on a minimum term contract, you are expected to pay any outstanding sums owed to the end of the minimum term of the contract.
 
Whether you're thinking about Pay As You Go or Pay Monthly, it's important you read and agree to stick to our Terms & Conditions. You'll find these wherever Three devices are sold. A copy of our latest Terms and Conditions can also be viewed on our website at three.co.uk/Terms.
 
About this code
 
We review and update it regularly to make sure that it meets current requirements. If you've got a question about our compliance with this code, please write to:
 
General Counsel
Three
Star House
20 Grenfell Road
Maidenhead
SL6 1EH
 
 
Or email your question to regulatory@three.co.uk
 

Customer Complaints Code

Making a complaint.

At Three we do our best to provide you with a great service, so if you think we haven't done a good job we're keen to hear from you.

Our complaints process gives you the opportunity to tell us what's gone wrong so we can put it right and provide better service in the future. You can contact our complaints team using any of the methods on the right hand side of this page.

We aim to resolve your complaint as soon as possible and will keep you updated on when and how we propose to resolve it. We do our best to resolve all complaints within 14 days.

We’ve made every effort to make the complaints process as easy as possible. Here are a few things to keep in mind:

If you raise your complaint using the online form(available at https://www.three.co.uk/Support/Contact_us/Complaints_code_form), you’ll receive an instant automatic reply with a complaint reference number so it’s easy to track.

We are happy for someone else to raise a complaint on your behalf as long as we have confirmation that they are acting with your consent.

We’ll do everything we can to sort out your complaint. However, if we haven’t been able to resolve it, you can ask the Ombudsman* to look at it for free.

If we are unable to reach agreement within 8 weeks we will provide details of how to contact the Ombudsman.

*The Ombudsman is an independent organisation dedicated to sorting out disputes between customers and providers and Three will be bound by its decision if a case is opened.

The Ombudsman will only consider complaints which are over 8 weeks old or if there is a deadlock situation. A deadlock arises when we believe we've done everything we can to sort out a complaint but can't reach an agreement with you.

You can request a deadlock letter from the advisor dealing with your complaint. However, if we are working on a solution, expect to resolve the complaint or recognise that your complaint fails outside the Ombudsman’s responsibilities we will not send a deadlock letter. Unfortunately on occasion we receive malicious complaints, which neither the Ombudsman nor Three will respond to.

Ombudsman contact details:
Email: enquiries@os-communications.org
Fax: 0330 440 1615
Phone: 0330 440 1614
Textphone: 0330 440 1600
Web:http://www.ombudsman-services.org/contact-us-communications.html

Ombudsman Services:
Communications
PO Box 730
Warrington
WA4 6WU

If your complaint is about a purchase you made online and we’ve been unable to resolve your concerns through our complaints process, you can submit your complaint through the European Commission’s online dispute resolution platform, instead of contacting the Ombudsman directly. You can find the platform and more information on how it works here: http://ec.europa.eu/consumers/odr/.

The platform simply facilitates the investigation and resolution of your complaint through the Ombudsman so, if you’re unhappy, you may find it easier to contact the Ombudsman directly. Remember, you can only use the platform if your complaint comes from an online transaction. If you made your purchase over the phone or in store, you need to contact the Ombudsman using the contact details above.

Code of Practice for Premium Rate Services

What are Premium Rate Services? How do they work? How much do they actually cost? How do you stop them if you no longer want them? This code explains all. If you'd like a free copy, including in alternative formats, call us free on 333 from your Three mobile (if you're in the UK) or 0333 300 3333 from any other phone (standard call rate applies).

This code is for you.

The communications regulator, Ofcom, requires communications providers like Three to provide detailed information to its customers on specific types of services or calls. This includes Premium Rate Services. In short, this code is written for your protection.

You'll also find information on other services that we offer and details about how to get in touch in our main Code of Practice. Just visit three.co.uk (where you'll find a link to the code on our home page’s navigation bar) or call customer services for a copy.

What are Premium Rate Services?

Premium Rate Services (also known as PRS) are services that you use on your mobile where:

  • the cost of the service is charged to your account or deducted from your Pay As You Go Credit
  • the revenue is shared with other 'parties'. These parties are the companies that provide the service or technology we need to provide the service.

Premium Rate Services can be:

  • voice calls to long numbers starting 09, where you're charged an Access Charge of 45p per minute (with a one minute minimum charge) plus a Service Charge (set by the company you’re calling – they’ll tell you this)
  • voice or video calls to short numbers, which are known as shortcodes (four, five or six digits)
  • text and multimedia messages to and from shortcodes, where you are charged 10p per message or more.

If you're using a messaging service, you may also be charged the standard rate for sending your message. Three's standard rates are 10.2p for Text Messages (SMS), 25.5p for Picture Messages (MMS) and 51.1p for Video Messages (also called MMS).

3 services are not Premium Rate Services

The services that 3 provide under 'Today on 3', 'Planet 3', 'Services', 'Internet Services' and 'Today on 3 Live' are not Premium Rate Services under these conditions.

How do Premium Rate Services work?

When you call to use a Premium Rate Voice Service, in most cases:

  1. We (that is the Three network) pass on your call to another network
  2. That network then passes your call on to a Service Provider
  3. The Service Provider provides the advertised service or services to you.

If you are making a call to a premium rate number starting 09 (including calls to numbers which provide an adult entertainment service, starting 098, 0908 or 0909), the total cost of this call will be split into an Access Charge, set by us at 45p per minute (with a one minute minimum charge) (this covers our cost to pass your call on) and a Service Charge, set by the company you are calling. If the Service Charge is set at, or includes, a pence per minute rate, it must not exceed £3.60 per minute (inclusive of VAT). If the Service Charge is set exclusively at a pence per call rate, it must not cost more than £6.00 (inclusive of VAT).

Sometimes, the Service Provider will offer you other services and they may involve an additional charge. The Service Provider has to make you are aware of any extra charges.

Voice, video and messaging services using Shortcodes (four, five or six digits) are passed directly on to the Service Provider, who will provide you with the advertised service.

Where a charge is made for a Premium Rate Service on a Shortcode number, we share the revenue with the Service Provider directly. That's how the Service Provider and the person who provides the information contained in the service (Information Provider) receives payment for the service that you've used.

Who regulates Premium Rate Services?

In the UK, these services are regulated by PhonepayPlus. PhonepayPlus produces a code that providers of Premium Rate Services and telephone networks must stick to. In particular, the code sets out strict guidelines for the way providers of premium rate services advertise and operate their services.

How can PhonepayPlus help me with a complaint?

PhonepayPlus will deal with complaints about:

  • the promotion of Premium Rate Services – for example, if you're missing cost information about your call or feel that you've been misled by a Service Provider's claims
  • the content of Premium Rate Services – for example, offensive content or services that are unnecessarily prolonged
  • the overall operation of Premium Rate Services – for example, if you haven't been awarded a competition prize within the stated period or your services haven't automatically been ended at the costs set out in the advertising.

PhonepayPlus can't deal with complaints about why companies use premium rate numbers as opposed to other numbers or the revenue share arrangements between telephone companies and Service Providers.

Unless they refer or link callers to premium rate numbers, PhonepayPlusdoes not regulate services available on:

  • STD numbers (for example, beginning '01')
  • freephone numbers (for example, beginning '080')
  • local rate numbers (for example, beginning '0845')
  • mobile numbers (for example, beginning '07')
  • a subscription payable by credit card.

How can I find out what a Premium Rate Service costs?

  • When promoting Premium Rate Services, providers must state:
  • the cost of the calls or messages, including any Service Charge element of a call to a 09 number, that will be charged in addition to Three’s Access Charge of 45p per minute (with a minimum charge of 1 minute) for calls to 09 numbers
  • the minimum cost of the service.

Additionally, if the Premium Rate Service is offered on a subscription basis, the provide must also state that you will have to pay repeat charges.

You may also find the following information on costs helpful.

09 voice calls The cost of these calls, from 1 July 2015, are split into two elements; Three’s Access Charge of 45p per minute (with a minimum charge of 1 minute) and a Service Charge, set by the company you’re calling. To find out the cost of a specific voice call to a 09 number on our network, just check out our online price guide or check our Special number lookup tool at Three.co.uk/nts. You can get further information on specific numbers by calling Three customer services on 333. These calls are free if you call from within the UK on your Three mobile. Or call 0333 300 3333 from any other phone (standard call rate applies).

Text Shortcodes You can find out the cost of sending a text to a Premium Rate Service Shortcode on our network by going to thePhonepayPlus website and entering the provider's number.

Or you can call Three customer services on 333 – free if you call from within the UK on your 3 mobile. Alternatively, dial 0333 300 3333 from any other phone (standard call rate applies).

Some Shortcode Text services charge you for both sending the original text and for receiving subsequent texts as part of the service. Details of all charges must be clear in the advert for the service. Make sure you understand what the total cost of the service is before you use it.

You can find more information on Text Shortcode services at three.co.uk/shortcodes

Voice and Video Shortcodes Like Text Shortcodes, you can find out the cost of dialling a Voice or Video Shortcode on our network by going to the PhonepayPlus website and entering the provider's number. Please note if using a Voice Shortcode, these are not split into an access charge and a service charge, unlike calls to numbers starting 09, and you’ll see a single charge for these on your bill.

Or you can call Three customer services on 333 – free if you call from within the UK on your Three mobile. Alternatively, dial 0333 300 3333 from any other phone (standard call rate applies). You can find more information on Text Shortcode services atthree.co.uk/shortcodes

Important: Always read the ads.

Make sure you read the advertising for all Premium Rate Services thoroughly and understand the total charges involved before you use the service. Premium Rate Services providers have to include pricing information and terms of use of their services in all advertising and promotional information.

If you've heard about a service from another person or received a message about a service and you're not aware of the cost or terms of use, then we strongly recommend that you do not use the service. Better safe than sorry.

What to do if you think you've been overcharged or misled.

Have you been charged more than you expected for a Premium Rate Service? Have you been charged when you don't believe you even used a Premium Rate Service? Do you feel that you've been misled about the cost or service? Here's what to do next.

1. Check out your rights. All Premium Rate Service providers must stick to the PhonepayPlus code when they advertise and operate their services. For more on this visit the PhonepayPlus website

You may be able to bring a complaint against the Service Provider under the PhonepayPlus code (see the next section).

2. Ask us for help If in doubt, call us. We can help you understand your charges, which should help you work out whether you've been billed correctly. If we do find that you've been incorrectly charged, we can advise you on how to claim a refund from the Service Provider.

Call Three customer services on 333 – free if you call from within the UK on your 3 mobile. Or dial 0333 300 3333 from any other phone (standard call rate applies).

3. Ask the Service Provider directly. You have every right to contact the Service Provider to ask them for more information on the Premium Rate Service that you've been charged for. To find out who the Service Provider is and how to contact them, go to thePhonepayPlus website and enter their number.

Making a complaint about a Service Provider. You should complain directly to PhonepayPlus.

But first check to make sure that your complaint is something that PhonepayPlus deals with (see the earlier section, entitled 'How can PhonepayPlus help me with a complaint?').

You'll find full details on how to make a complaint at the PhonepayPlus website.

Making a complaint about us. We hope this is never the case. Here's what to do:

  • call us first and we'll try and resolve the problem
  • if you aren't happy about how we've handled your complaint, or we haven't got back to you within 8 weeks of you informing us of the problem, contact the telecommunications ombudsman service, Ombudsman Services: Communications.

Ombudsman Services: Communications is an independent approved dispute resolution service and aims to help resolve disputes between communications providers and their customers if they arise. The organisation is approved by the communications regulator Ofcom. You'll find more about Ombudsman Services: Communications online at http://www.ombudsman-services.org Or call 0330 440 1614.

Watch out for scams.

Unfortunately, there are cases where service providers deliberately set out to defraud customers by encouraging them to call premium rate numbers or send premium rate text messages, these are known as 'scams'. So unless you know how much an 09 number or a Shortcode service costs upfront, we say never use that service.

If you think you might be the victim of a Premium Rate Service scam, get in touch and we’ll explain how you apply for a refund or complain to the PhonepayPlus. Call Three customer services on 333 – free if you call from within the UK on your Three mobile. Or dial 0333 300 3333 from any other phone (standard call rate applies).

How to stop using Premium Rate Services.

We can put a block on calls to all 09 numbers from your Three mobile. Call Three customer services on 333 – free if you call from within the UK on your Three mobile. Or dial 0333 300 3333 from any other phone (standard call rate applies).

Depending on your plan, you may be able to block any out of bundle spending, which would prevent access to premium rate services. You can check if his feature is available to you via your My 3 account. Alternatively, you can set you can contact us to request your credit limit is set to zero, which would prevent these services from being used. What we do, however, automatically – for everyone that hasn’t proved that they are over 18 – is stop any pictures or video content being sent to your mobile that’s classed as being 18 or over against the British Board of Film Classification framework. This includes premium rate adult visual content available through a Shortcode

You'll find details about this framework online at: http://www.bbfc.co.uk/what-classification/how-does-classification-work/

How to cancel a subscription.

A subscription is where you pay a regular charge (say £3 per week) for a Premium Rate Service that you’ve set up by sending a text to a Shortcode number. You should get a text confirming that you’ve set the service up and regular messages charging you for your subscription.

To cancel your subscription to a particular service, just text the word ‘STOP’ to the next message you receive from the Service Provider.

To cancel subscriptions to several services from one provider, just text the words ‘STOP ALL’ to the next message you receive.

If you receive marketing texts or calls after cancelling a subscription and would prefer not to, you should contact the Service Provider. Please see the next section.

How to stop receiving marketing calls or messages.

From time to time you may receive calls or text messages from different companies promoting or trying to sell you services.

Sometimes the messages or calls are from Service Providers who you have previously bought things from (like mobile ringtones or wallpapers). If this is happening, you may have opted-in to receive marketing information as part of the sales process. If you would like to opt-out and stop receiving these calls or messages, just contact the Service Provider directly and asked to be removed from their marketing list.

To find out who the Service Provider is and how to contact them, go to the PhonepayPlus website and enter their number.

All marketing messages from Shortcode services must state that they are free to the receiver with the word 'FreeMsg'. You can stop future marketing by sending the word 'STOP' to that Shortcode number.

Sometimes the messages or calls are from Service Providers and companies who you have NEVER previously bought things from.

This is known as 'unsolicited marketing'. You have every right to ask the businesses to stop contacting you. You may also find that you receive calls where the phone rings but on answering there is no one there. These ‘silent calls’ are often generated by automatic dialling equipment (which dial several numbers in one go but there are not enough people to deal with the calls when connected).

If you are happy to receive telemarketing calls from some companies but not others, contact the companies who you do not wish to hear from and ask them to remove your details from their marketing lists.

A helpful suggestion to reduce marketing calls. You can reduce or eliminate the number of calls you receive by registering your telephone number with the Telephone Preference Service (TPS). All companies are obliged to check the TPS list before making marketing calls. So if you continue to be called after registering your number with the TPS, you can complain.

If you'd like to register your telephone number with the TPS or make a complaint, visit: tpsonline.org.uk/tps

Further information about the rules on marketing by telephone and SMS can be found on the website of the Information Commissioner’s Office. Visit ico.gov.uk

About this code

We (at Hutchison 3G UK LTD) regularly review and update this code. This version was published on 1 July 2015.

If you've got a question about our compliance with this code, please write to:

General Counsel Hutchison 3G UK Limited Star House 20 Grenfell Road Maidenhead SL6 1EH

Or email your question to regulatory@three.co.uk

Your privacy when using our website

This policy covers our privacy practices in connection with this website and is intended to let you know about the kinds of information we may obtain about you as a visitor to our website, how we may use that information and who we may share that information with. We are not responsible for the content or privacy practices of other websites.

 
Each time you access, browse and/or use our website you agree to the following terms. If you do not agree you must cease to use our website.
 
General Statement
Reference to "Three" in this Privacy Policy means Hutchison 3G UK Limited.
 
Three respects your right to privacy and we are committed to complying with applicable data protection and privacy law. We will only collect personal information about you with your awareness and permission. Any personal information which you provide to us and/or which we obtain about you, will be kept secure and confidential using appropriate technical measures and by ensuring staff are trained and aware of how to protect your data.
 
Collection and Use of Your Personal Information
You agree that any data you provide to us will be true, complete and accurate in all respects and you agree to notify us immediately of any changes to it. We will only collect personal information which is necessary to:
  • process any applications or registrations made by you;
  • conduct credit and fraud checks if you apply for a monthly price plan account. We will check your details with a credit reference agency who will supply us with credit information about you (including information from the Electoral Register), and those with whom you are linked financially, to help us verify your identity and decide whether to accept your application or future applications. The Agency will record details of our search and your application whether your application is successful or not. We and other organisations may use any of this information to make other credit decisions about you and other members of your household, and for identification purposes, debt tracing and the prevention of money laundering as well as the management of your account;
  • search the records of fraud prevention agencies in assessing any applications for Three Services. If you give us false or inaccurate information and we suspect fraud, we will record this. We and other companies may use this information if decisions are made about you on credit or credit-related services;
  • administer your account(s), provide customer services and respond to and resolve any enquiries or complaints;
  • provide any products, services or information requested by you;
  • conduct analysis for traffic and billing management, and to support product development;
  • contact you for market research purposes;
  • keep you up to date by post, telephone, email, and direct to your handset by text, picture, video and audio message with information about Three, Three services, and offers and promotions subject to any marketing preferences indicated by you. It's your choice and you're in control - you can contact us at any time to update your preferences by sending an email to preferences@3mail.com or by writing to or calling customer services.
  • If you are aged 16 or under, you must get your parent or guardian's consent to provide your personal information to Three's website, otherwise you are not allowed to provide any of your personal information to us.
 
Retention of data
We will keep your personal information for as long as necessary for the purposes for which it was collected, to provide you with services and to conduct our legitimate business interests or where otherwise required by law. If you use 'Three Services', we may hold your Communications Data for 12 months for legitimate business purposes (or longer in connection with any legal proceedings or disputes).
 
Disclosure
Your personal information may also be processed by other organisations on our behalf for the purpose of processing applications, and providing information or services to you. The use of personal data for these purposes will remain under our control at all times.
 
We may disclose your information to other members of our group of companies, and to our or their partners, associates, agents or subcontractors and to possible successors to our business. Some of these parties may reside outside the European Economic Area (which currently comprises the Member states of the European Union plus Norway, Iceland and Liechtenstein). If we do this, your information will be treated to the same standards adopted in the UK.
 
We may also disclose your information for the prevention and detection of crime and to protect the interests of Three and other users or if required to do so by law.
 
Collection and use of technical information
We use "session" cookies which enable a visitor's web browser to 'remember' which pages on this website have already been visited. We may also map and analyse visitor usage patterns to help us develop the site and enhance a visitor's experience.
 
Depending on the type of browser you are using, you may be able to configure your browser so that: (i) you are prompted to accept or reject cookies on an individual basis or (ii) to prevent your browser from accepting any cookies at all. You should refer to the supplier or manufacturer of the web browser for specific details about cookie security.
 
We may collect and store certain 'technical information' about your visit to this site, such as:
  • the IP address from which you access this website
  • the type of browser and operating system used to visit this site
  • the date and time of your visit(s) to this site
  • clickstream data which which reveals the activities of visitors around this website (for example the pages you access and products browsed) and
  • the website address of the website from which you accessed this site.
 
Such data are used only to analyse trends, administer and improve our website and the services we offer, track movement through our website and gather statistical information about visits to the website.
 
Notification of changes 
If we change this Privacy Policy we will post the amended Policy on our website so that you are always aware of how we collect, use and disclose your personal information.
 
Access to your personal information. (Subject Access Request)
You have the right to request a copy of any personal information we hold about you and to have any inaccuracies corrected. We'll charge you a £10 administrative fee to provide a copy of any data held. You can download the Request for Access to Personal Information form here. If you can't download the form, we can send you a copy - please call us on 333 (free) from a Three phone or 0333 300 3333 (if dialled from a mobile, this will come out of any inclusive landline allowance, or be charged at your out of allowance rates; other networks may vary).
 
Monitoring of Your Communications
We may monitor and/or record communications between you and Three for quality control and training purposes.
 
Other terms and conditions 
You should read this Policy in conjunction with our website terms and conditions (which apply to your use of this website), our Terms of Sale/Supply of Products (which apply to the purchase of products by you via this website) and the Terms for Three Services (which apply to your use of Three Services). Our customer privacy statement concerning your use of Three Services is contained within the 'Privacy Notice' found in Section 13 of our Terms for Three Services.
 
Glossary of technical terms used
  • Web browser - The software you use to read web pages such as Microsoft Internet Explorer, Netscape Navigator and Opera.
  • IP address - The identifying details for your computer (or your internet company's computer), expressed in "internet protocol" code (for example 192.168.72.34). Every computer connected to the web has a unique IP address (which may be permanent or change each time you access the internet.
  • Cookies - Small pieces of information, stored in simple text files, placed on your computer by a web site. Cookies can be read by the web site on your subsequent visits. The information stored in a cookie may relate to your browsing habits on the web page, or a unique identification number so that the web site can "remember" you on your return visit. Generally speaking, cookies do not contain personal information from which you can be identified, unless you have furnished such information to the web site.
 

 

Cookies – About cookies

Cookies are small computer files that remember what you enter when you visit a website. At three.co.uk we use cookies to keep track of what you have in your basket, and to remember you so that we can show relevant information when you return to our site. Please note that cookies can't harm your computer and we don't store personal information such as credit card details in cookies we create. However, we do use encrypted information gathered from cookies to help improve your experience of three.co.uk. For example, they help us to identify and customise the experience for you, or to determine the most relevant related products to show you when you're browsing.

 

To order products on three.co.uk you need to have cookies enabled on your web browser. Most web browsers have cookies enabled - please go to our managing cookies section if you need help turning them on. If you don't want to enable cookies, you'll still be able to browse the site and look at our products and services. 

 

To disable cookies on your browser, please go to aboutcookies.org. Please note that by disabling cookies you won’t be able to enjoy all the features of three.co.uk.

Our Cookies Policy

To make full use of three.co.uk, your computer will need to accept cookies, as we can only provide you with certain, personalised features of our website by using them.

 

Our cookies don't store personal information such as your full name, address or payment details; they just hold the 'key' that, once you're signed in, is associated with this information. This is also true of any cookies that we use in your My3 account. If you'd prefer to restrict, block or delete cookies from three.co.uk, or any other website, you can use your browser to do this. Each browser is different, so please check the 'Help' menu of your particular browser to learn how to change your cookie preferences.

 

Below is a list of the main cookies we use, and what we use them for.  

Cookie Name

What it does

three_first_visit

 

These cookies identify when it's your first visit to three.co.uk and present appropriate information for you - for example, a lightbox pop-up.

 

APACHE-COOKIE

 

This cookie is used by our web servers to make your visit to three.co.uk possible and manage your web browser session across the servers we have.

 

_#env

 

This cookie is used to collect information about your browser. It stores things like screen size and browser type, so we can give you the best experience on three.co.uk.

 

_#lps

 

This cookie is used by our marketing partners to track where you came from and how you arrived at three.co.uk.

 

_#sess

 

This stores information about a particular visit to three.co.uk and what you've looked at on our site in an individual session. This cookie doesn't store any personal information.

 

_#srchist

 

This stores the history of how you got to three.co.uk.

 

_#tsa

 

This stores the history of how you got to three.co.uk

_#uid

 

This cookie stores a unique user identifier for you, so we can track how you've used three.co.uk and your behaviour through the site.

 

_#vdf

 

This stores what you've bought on our site while you look at other pages.

 

__utma

 

This cookie is used by our Google analytics tracking software to store information about your visit to three.co.uk.

__utmb

 

This cookie is used by our Google analytics tracking software to store information about your visit to three.co.uk.

 

__utmz

 

This cookie tells us how you reached threee.co.uk (e.g. via an ad, an email link etc). It's used to calculate search engine traffic and the effectiveness of ad campaigns, as well as the journeys within three.co.uk

 

gpv_p12

 

This captures which page on three.co.uk you've come from prior to the one you're on.

 

mbox

 

Occasionally we run tests on three.co.uk to see which menus, links, banners and content works the best. We do this using something called A/B testing (or multi-variant testing). This means that some people are offered different content as a test and some aren't. This cookie is part of this test method and is designed to offer customers tailored content and relevant offers.

 

s_vi

 

This cookie is used by our web analytics software to track the time and date of your visit and then gives you a unique ID. It contains no personal information

 

rsearches

 

This cookie is used by the search function on three.co.uk to remember your recent searches. When you return to the site and type in a search term it will pre-populate the box with search terms you've used before.

 

s_lastvisit

This cookie lets us know when you've been to three.co.uk once and come back to visit us.

s_nr

 

This cookie tracks the details of your visit and your journey within three.co.uk. It doesn't store any personal information.

prevpage

 

This captures which page on three.co.uk you've come from prior to the one you're on.

 

CARTCOOKIE

This cookie stores your selections in the shopping basket. The checkout process will not work without this cookie.

SecureQLID

This cookie is used as part of the technical operation of three.co.uk and the web servers that run the site.

compare Device

This cookie allows you to compare a device with another one in our online Three store.

 

MY3_USER

 

This is a secure cookie that will store key information about your Three account type - such as contract type, country, your plan name and your first name. It does not store any financial information or any personal address information.

APACHE-COOKIE-100

This cookie is used by our web servers to make your visit to three.co.uk possible and manage your web browser session across the servers we have.

 

_utmx

 

This cookie helps determine the most effective design for three.co.uk in order to work on specific browsers. Occasionally we run tests on three.co.uk to see which menus, links, banners and content works the best. We do this using something called A/B testing (or multi-variant testing). This means that some people are offered different content as a test and some aren't. This cookie is part of this test method and is designed to offer customers tailored content and relevant offers.

_utmxx

 

Occasionally we run tests on three.co.uk to see which menus, links, banners and content works the best. We do this using something called A/B testing (or multi-variant testing). This means that some people are offered different content as a test and some aren't. This cookie is part of this test method and is designed to offer customers tailored content and relevant offers.

stack_ch

This cookie allows us to track your entire journey on three.co.uk

stack_cmp

This cookie allows us to track your entire journey on three.co.uk

wpmp_switcher

 

This cookie is used on the Three blog to switch between the web desktop view and a mobile-optimised view of the site. This cookie holds no personal information.

__evo_uid

This cookie allows us to track that you have used our product recommendation tool. No personal information is stored.

__evo_Three_rsi

This cookie stores any information you may have requested using our product recommendation tool so we can display your tailored recommendation when you return to three.co.uk. No personal data is stored.

__evo_sid

 

This cookie allows us to remember any information you may have requested using our product recommendation tool.

tuk_rweb

 

This cookie is used to let you access My3 to settle a bill, when your data services have otherwise been stopped. Without this cookie, you won’t be able to get into My3 to pay an overdue bill.

Using ‘share’ tools on three.co.uk

If you use any of our 'share' tools to share three.co.uk content with friends via social networks like Facebook™ and Twitter™, you may be sent cookies from these websites. We don't control the settings of these cookies, so it’s worth checking the third-party websites for more information about their cookies and how to manage them.

Further information about cookies.

To find out more about cookies in general and how to manage them, please visit aboutcookies.org (please note that we can't be responsible for the content of external websites).

Managing cookies

 If cookies aren't enabled on your computer you’ll only be able to browse our products and services and you won't be able to add products to your basket or buy them. In some cases, you may also need to enable cookies if you’re trying to access the My3 login page and pay a bill.

 
To enable cookies:
First you’ll need to know the type and version of the web browser you use to access the Internet. Here’s how to find out:
 
PCs - click on 'Help' at the top of your browser window and select the 'About' option
Macs - with the browser window open, click on the Apple menu and select the 'About' option
 
Once you know the type of browser you’ve got you can check whether cookies are enabled by selecting your browser below and following the instructions:
 
How to check cookies are enabled (PC users).
Google Chrome.
Click on 'Tools' at the top of your browser window and select ‘Options’.
Click the 'Under the Hood' tab, locate the 'Privacy' section, and select the 'Content settings' button.
Now select 'Allow local data to be set'.
 
Microsoft Internet Explorer 6.0, 7.0, 8.0, 9.0.
Click on 'Tools' at the top of your browser window and select 'Internet options', then click on the 'Privacy' tab.
Ensure that your Privacy level is set to Medium or below, which will enable cookies in your browser.
Settings above Medium will disable cookies.
 
Mozilla Firefox.
Click on 'Tools' at the top of your browser window and select ‘Options’.
Then select the Privacy icon.
Click on ‘Cookies’, then select 'allow sites to set cookies'.
 
Safari.
Click on the Cog icon at the top of your browser window and select the 'Preferences' option.
Click on 'Security', check the option that says 'Block third-party and advertising cookies'.
Click 'Save'. 
 
How to check cookies are enabled (Mac users).
Microsoft Internet Explorer 5.0 on OSX.
Click on 'Explorer' at the top of your browser window and select 'Preferences' options.
Scroll down until you see 'Cookies' under Receiving Files.
Select the 'Never Ask' option.
 
Safari on OSX.
Click on 'Safari' at the top of your browser window and select the 'Preferences' option.
Click on 'Security' then 'Accept cookies'.
Select the 'Only from site you navigate to'.
 
Mozilla and Netscape on OSX.
Click on 'Mozilla' or 'Netscape' at the top of your browser window and select the 'Preferences' option.
Scroll down until you see cookies under 'Privacy & Security'.
Select 'Enable cookies for the originating web site only'.
 
Opera.
Click on 'Menu' at the top of your browser window and select 'Settings'.
Then select 'Preferences', select the 'Advanced' tab.
Then select 'Accept cookies' option.
 
All other browsers.
Please check your online help files.
 
To disable cookies on your browser, please go to aboutcookies.org (please note that we can't be responsible for the content of external websites and by disabling cookies you won’t be able to enjoy all the features of three.co.uk).
 

Three Adverts on other websites

When you see banner adverts from Three on other sites the advertising is presented to you by our agency, Flashtalking. These ads are designed to show you a selection of Three products or services, based on what you’ve viewed on three.co.uk. The adverts will only highlight the Three products that are considered relevant to your browsing history, thanks to the technology of cookies. Using these cookies (set by Flashtalking) we can tailor our advertising so that it matches the kinds of things you’ve shown an interest in on three.co.uk.

Flashtalking cookies can also help to limit the number of times you see a particular ad; so you get more variety when you browse. Find out more about cookies, and discover why and how we use them in our What are cookies? section.

 
Flashtalking cookies and your privacy.
The data contained in the cookies set by Flashtalking and used in these adverts is completely anonymous and doesn't contain any of your personal details. For more information about the way Flashtalking use cookies, and for details of their privacy policy, please visit flashtalking.com (please note that we can't be responsible for the content of external websites). 
 
Disabling these adverts.
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Updates

Update to terms for access to the Emergency Services and use of your Location Data

From 6 July 2016, if you have Android operating system 2.3 and above on your Device, and you use this to call Emergency Services (by dialling 999 or 112), your Device may automatically identify data indicating the geographical location of your Device (your Location Data) and share this with the Emergency Services, to help them better locate you in case of an emergency. This is in addition to your mobile phone number and the existing Location Data that is already shared with the Emergency Services when you make a call to 999 or 112 using the Three network.

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