1. Our primary commitments
Our primary commitments are:
- To use plain English – we will ensure that all information is simple, easy to understand, prevent mis-selling through technical information and misunderstanding.
- Best practice – our team is recruited and trained based on delivering market leading customer value, respect and fair treatment.
- Fault reporting calls may be recorded for full evidence to ensure we protect our clients, should there be any need to escalate an issue to the appropriate head of department.
- Sales and Marketing – we approach customers via a wide range of methods, however, regardless of the way in which our sales and marketing activities are conducted, we act responsibly and comply with ‘our code’ at all times with the Advertising Standards Agency.
- Customer contact – we will respect privacy and act in a non-intrusive manner.
- Our administration will be clear so that customers have a full understanding of their undertaking.
- Cooling off and cancellation terms will be highlighted and fully explained at the outset.
- Customer complaint handling will be rigorous and handled in accordance with the best practice.
- Service reliability will be optimised at all times and we will monitor our service provision constantly.
- Customers with disabilities – in consultation with the Consumer Panel, we will ensure that the requirements and interests of disabled customers are fully taken into account in the development and provision of services.
- Call metering and charges – we will ensure that billing reflects accurately to the use of services.
For full details, please contact us at [email protected] to request a full copy of our terms & conditions.
2. Returns process
All returns and cancellations require authorisation, which can be obtained by calling 03333 4444 15. Please note that unsolicited returns and/or handsets that are not in resalable condition will not be processed and will be returned to the contract holder.
If there is an associated airtime agreement, you will remain liable to pay for the line rental until the unused phone and all other goods we supplied to you are received back by us in their original packaging. You are also liable for any out of bundle charges and anything else not included in your tariff’s monthly allowance incurred during this time.
You must return your mobile phone within 14 days of receipt if you are not entirely happy with it. Please note if we do not receive your handset within this time frame, we will not be able to disconnect it after this period. In order to receive your refund, and cancel any contract phones, we ask that you return the entire goods in the original condition with all the packaging, along with any free gifts and/or promotional items sent out with the order.
The customer is fully responsible for the goods until we receive the goods back. If there is anything missing from the kit, or the goods are in any way damaged, the customer will be charged accordingly.
If you should return a phone to us we recommend you use ‘Royal Mail Special Delivery’ as this will insure your product up to £500.
The set-up cost of £7.99 is non-refundable. We cannot refund for items downloaded onto mobile phones or SIM cards such as ringtones, logos, games, or content which is lost due to faults or returning of products. We cannot make reimbursements for any loss of data, such as phone book or personal information that is stored on your mobile phone or SIM card and subsequently lost due to a fault or request to return the product. We recommend you back up any data stored on your mobile phone as often as possible, to avoid such issues.
Boshhh Ltd will use reasonable endeavours to replace and return faulty goods within 7 days of receipt of such faulty goods from the customer.
