Terms and Conditions
Tello is a service of one the largest ethnic telecommunication providers in the world.
By visiting and shopping at Tello you accept these Terms and Conditions. These general Terms and Conditions describe the rights and obligations of Tello and its Customers concerning the delivery, performance and use of the Services offered by Tello.co.uk.
By customer we understand a person or organization that purchase the Services available on Tello for private and personal use, starting from the creation of an Account with us (registration) and the activation and use of our Tello SIM card.
By mutual agreement, we consider you have accepted these Terms and Conditions once you order a product and request a Tello SIM Card.
Products and/or services purchased on this website shall not be used for any unlawful purpose. By using our website, you represent that you are at least 18 years old. Accordingly, you agree that you are at least 18 years of age or older or possess legal parental or guardian consent, and are fully able and competent to enter into the terms, conditions, representations and warranties set forth in the Terms and Condition.
Changes & Updates
We'll keep these Terms and Conditions up-to-date. So, please revisit them from times to times. By continuing to use our service after a change means that you have accepted the changes implemented.
Tello may discontinue, change, or suspend any aspect of the website at any time. Tello may change, discontinue or suspend the availability of any database, content, feature, or product of the website.
Tello may change different aspects of its service and features without notice or liability.
In no event shall Tello, its employees, officers, representatives, service providers, suppliers, licensors, and agents be liable for any direct, special, indirect, incidental, exemplary, punitive or consequential damages, or any other damages of any kind, including but not limited to, loss of use, loss of profits, or loss of data, whether in an action in contract, tort (including but not limited to negligence), or otherwise, arising out of or in any way connected with (i) the use or inability to use the websites or the content, materials, software, information or transactions provided on or through the websites, or (ii) any claim attributable to errors, omissions, or other inaccuracies in the websites or the content, materials, software, information, products, or services on or available through the websites, (iii) the cost of procurement of substitute goods and services resulting from any products, data, information or services purchased or obtained or messages received or transactions entered into through or from our website; (iv) unauthorized access to or alteration of your transmissions or data; (v) statements or conduct of any third party on our website; (vi) the delay or failure in performance resulting from an act of force majeure, including without limitation, acts of god, natural disasters, communications failure, governmental actions, wars, strikes, labor disputes, riots, shortages of labor or materials, vandalism, terrorism, non-performance of third parties or any reasons beyond their reasonable control; or (vii) any other matter relating to our website, even if Tello or its authorized representatives have been advised of the possibility of such damages. Your sole remedy for dissatisfaction with the website and/or website-related services is to stop using the website and/or those services.
Use of service
By using Tello services the user accepts the rates, Terms and Conditions and procedures on this website. Tello may change or modify the Terms from time to time without notice other than posting amended Terms on this Website. Tello reserves the right to change, modify or discontinue, temporarily or permanently, the Website (or any portion thereof), including any and all content contained on the Website, at any time without notice. You agree that Tello shall not be liable to you or to any third party for any modification, suspension or discontinuance of the Website.
Active phones & phone numbers
By using Tello service, customers can have only one active phone per account.
If a customer enrolls a new device in an account with an already active phone, the Tello service will no longer be active on the previous device enrolled in the account and will be available only on the newly enrolled one. In order to bring a family member of a friend to Tello, customers have to open a different account with a new email address.
One active phone can only be connected to one mobile number, so Tello customers can only enjoy the Tello service on one single mobile number connected to a mobile device enrolled in their account.
All sessions (data, calls) are charged directly from your balance (Plan or Pay As You Go) as soon as the records for the sessions are available from our providers. Taking this into account, delays in charges may appear.
Whatever the delay, charges will be deducted from the available balance (Plan or Pay As You Go) or, if the balance is not enough, as soon as the account balance gets updated (Plan renewal, Plan purchase or Pay As You Go Top Up).
For example, a session (data, call) initiated in the last day of a national plan may be charged one day later and therefore, it will be billed from the balance of the newly renewed plan.
If the plan is not renewed, then the unbilled sessions (data, calls) are charged from another existing balance (Plan or Pay As You Go).
If there is no existing balance available (Plan or Pay As You Go), the unbilled sessions will be charged when the customer buys a plan or makes a top up.
Tello UK SIM
Tello SIM is a prepay service that does not imply any minimum contract period. No prior notice or cancellation fees are speculated when customers want to stop using the service. If Tello SIM is not used for a period of 6 months (no calls, texts or data usage is registered), the SIM will be deactivated and all unused balance will be lost. Upon SIM deactivation, Tello recalls no obligation to refund any lost data, Plan balance, Pay As You Go credit or any other account balance.
Tello SIM can be used only on UK territory and it's not available in any other state or country.
Roaming service is not available and Tello SIM can not be used outside UK territory.
Each account registered on Tello is entitled to one single SIM. The SIM is offered for free once customers subscribe to a plan.
Standard delivery period: 2-3 business days, but no later than 7 business days. No delivery will be made on weekends or national holidays.
SIM format is delivered as specified by customer during checkout (standard, micro or nano). If another format is needed upon delivery, additional charges may apply.
Pay As You Go Service Agreement
Pay As You Go credit can be used as a prepaid extra service to any active plan a customer purchases. Pay As You Go balance can not be purchased and used with a Tello SIM without an active plan.
Pay As You GO balance is available for a period of 3 months since customer's last order or call. If no order or call was placed in a period of 3 months, SIM and Pay As You Go credit will not be available for calls.
Calls are billed in increments of one minute, with fractions thereof rounded up to one minute.
If data usage is turned ON in customers online account, all data sessions will be charged first from active data plans or plans containing data. Only when the data balance of the plans is zero, data sessions will be charged from the existing Pay As You Go balance.
If the plan's data balance is zero and the Pay As You Go balance is lower than £0.50 (50 pence) then data can not be used.
All data sessions will be charged with a minimum of 100KB, even if the session usage was lower than this amount.
All sales are final. SIM cards, once credited are non refundable, non transferable and non exchangeable. SIM cards have no cash value.
Call details provided by the customer service regarding the usage of a prepaid credit are final and will be considered authentic record/proof about the usage of the Pay As You Go balance.
Call history from the customer's account is available for the last 30 days.
Pay As You Go credit can be used for UK and international calls and texts.
Our final rates are updated and listed at anytime on our Pay As You Go - Rates page. We advise you to visit it before purchasing Pay As You Go credit or placing a call.
Customers are fully responsible for all charges related to Auto Top Up. Once this feature is activated, customers agree to the charges that will apply on the credit/debit card when his Pay As You Go balance drops below the set amount.
National Plans Service Agreement
National Plans are subscriptions purely designed for residential usage.
If you subscribe to one of our National Plans we will provide the service solely to you for normal residential, non-commercial use. You and only those of your immediate family members who reside in your personal residence can use the service. National Plans are provided primarily for continuous live dialog between two individuals. Unusual call patterns, excessive conferencing or call forwarding, excessive numbers and/or consistent excessive usage will be considered indicators of non-residential use. Any other indicators of impermissible usage may trigger an account review or further action by us.
By subscribing to Tello.co.uk National Plans you agree to be charged monthly. To cancel the subscription you must deactivate the service from your account. Regardless of the number of minutes, data or texts used you will be charged monthly for your subscription. The monthly fee is non-refundable.
National Plans tariffs are submitted to change without any prior notice.
National Plans will be automatically renewed every 30 days, unless a customer decides to change or renew a plan during the billing cycle, which is possible. The customer will be charged on the spot, which initiates a new billing cycle.
If a plan is changed or renewed during the billing cycle, any remaining balance will roll over for the next 30 days (except for unlimited plans if available). The billing date will be also renewed each time someone changes a monthly plan.
Any unused balance of the plan will expire once the usage period is over.
Any change made during the billing period comes to effect immediately after the request has been processed by the system.
The service can be canceled at any time from the account. Once the subscription is canceled you are no longer charged.
If more than one product is active in customer's account, the balance will be used in this priority: for national calls and texts (National Plans balance and then Pay As You Go balance), for data (Smart Plans, Data Plans and then Pay As You Go balance).
Premium destinations can not be called with any of our National Plans. These numbers can be called with Pay As You Go balance.
International Plans Service Agreement
International Plans are subscriptions purely designed for residential usage.
If you subscribe to one of our International Plans we will provide the service solely to you for normal residential, non-commercial use. You and only those of your immediate family members who reside in your personal residence can use the service. International Plans are provided primarily for continuous live dialog between two individuals. Unusual call patterns, excessive conferencing or call forwarding, excessive numbers and/or consistent excessive usage will be considered indicators of non-residential use. Any other indicators of impermissible usage may trigger an account review or further action by us.
By subscribing to Tello.co.uk International Plans you agree to be charged monthly from your credit/debit card. To cancel the subscription you must deactivate the service from your account. Regardless of the number of minutes used you will be charged monthly for your subscription. The monthly fee is non-refundable.
International Plans tariffs are submitted to change without any prior notice.
International Plans will be renewed on the same day every month, starting with the date of purchase.
For example, if you purchased a plan on January 10, the plan will be valid until February 10 when you will be charged again.
If the billing date happens to be the last day of the month, the last day of the next month applies as the new billing date. For example, if you purchased the plan on January 31, they you will be charged next on February 28, March 28, etc.
Any unused minutes of the plan will expire once the usage period is over.
Any change made during the billing period comes to effect starting the first day of the next billing cycle.
The service can be canceled at any time from the account. Once the subscription is canceled you are no longer charged.
The usage of International Plans is limited to one single plan per destination in a period of 30 days.
If both International Plan balance and Pay As You Go credit are active in customer's account, the balance of the plan will be used with priority over Pay As You Go credit.
Please select a password that would not be obvious to someone trying to guess your password, and change it regularly as an added precaution. Furthermore we recommend you use a different password from the email account as an additional security measure. You are responsible for maintaining the confidentiality of the password and account, and you are fully responsible for all activities that occur under your password or account identification. You should make every effort to safeguard your account data. Tello is not responsible for lost or stolen account data or unauthorized use. You agree to immediately notify Tello of any unauthorized use of your password or account or any other breach of security.
Credit/debit card fraud is a criminal offense.
At Tello we use automated and manual systems to confirm proper credit card usage and transaction authorization. We also track every transaction. Information related to fraudulent transactions, including but not limited to IP addresses, detailed transaction records and email addresses is collected. The information will be provided to appropriate law enforcement officials consistent with applicable law when required to assist in the prosecution of any persons attempting to commit fraud on Tello website.
Refund and payment
All rates, tariffs or billing charges listed on Tello are final and already include VAT.
Tello is committed to customer satisfaction and offers 100% money back guarantee. Online purchase of any Tello card requires payment using a credit/debit card or PayPal account. Tello does not store credit/debit card information. Tello will refund the amount for any unused product to any customer who is dissatisfied with its services within certain conditions that will prove that the product does not meet its description or failed to meet customer's needs due to any error on our part. The refund policy applies only for claims received by Tello within several days since purchase date. Any promotion or discount applied to an order for which a refund is provided will be deducted from the amount of the refund.
Warranties, exclusions and limitation of liability
Tello MAKES NO WARRANTIES OR REPRESENTATIONS, EXPRESS OR IMPLIED, WHETHER BY FACT OR BY OPERATION OF LAW, IN CONTRACT OR TORT, STATUTORY OR OTHERWISE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY AND/OR FITNESS FOR A PARTICULAR USE OR PURPOSE OR REGARDING THIS WEBSITE, THE ACCURACY OR COMPLETENESS OF ANY INFORMATION PRESENTED IN THIS WEBSITE, OR ANY PRODUCT OR SERVICE SOLD OR PURCHASED THROUGH THIS WEBSITE.
Purchases will appear on your credit/debit card statement as "Tello". You agree not to file a credit card or debit card chargeback with regards to any purchase made on the website but instead try to resolve the issue with the service provider - Tello. If you do not remember making the purchase - call the number on your statement next to the charge.
In the event that you breach this agreement and file a chargeback, upon a resolution in our favor of the chargeback by either the credit card issuing bank, the credit/debit card processor or by VISA or MASTERCARD, you agree to reimburse us for any costs incurred in researching and responding to such chargeback, including without limitation, our actual costs paid to the credit/debit card processor or our banks and the reasonable value of the time of our employees spent on the matter, as determined in our discretion in good faith.
In the event that a chargeback is placed or threatened on a purchase, we also reserve the right to report the incident for inclusion in chargeback abuser database(s). We use various credit reporting agencies and will send a default notice to them upon receiving a fraudulent order and/or chargeback. This in turn will seriously affect your credit rating. We are under no obligation to mark the debt as paid, even after we receive further payment to rectify the situation.
These Terms and Conditions may be available in multiple languages; in the case of a conflict between any other language version and the English language version of these Terms and Conditions, the English language version shall always control.
Tello.co.uk keeps records of any interaction established between the company and any impaired individual who contacted the company’s customer service team through any of the following methods: chat, email, phone, or postal mail. Records are registered and saved for an undefined period of time; they are confidential and will be used only to determine statistics, general trends, or recurrent requests of the customers. Records can also be used to analyze, improve & develop features or options to further meet customers needs in regards to service accessibility and usability.
As a website owner, the company behind Tello.co.uk is responsible to adjust its features and services so that its website content is compatible with the majority of the browsers available on the market. Moreover, Tello.co.uk can be used with any of the rendering devices used by visually impaired individuals. The content is not encrypted and can be accessed by audio rendering programs.
Any visually impaired individual can use their regular phone or special device to make use of our service & applications, to the extent to which they are able to use their device and dial regular numbers such as: access numbers, PIN numbers, or numbers saved in their phone’s Contacts list.
We’re committed to offering accessibility support to our customers with vision, hearing, mobility, and speech limitations. Therefore, any question regarding the use or accessibility of our services can be solved over the phone, email, or chat. Our customer service team is prepared and able to accept calls that use audio rendering devices or any other special devices used by people with disabilities. Still, the services offered by Tello can be purchased solely online through the paying platforms available on Tello.co.uk.
Mobile Speak and Mobile Magnifier are useful innovative applications designed for people with low vision. Both applications, such as many others available on the market can be used when accessing our website from a smartphone.