These Terms & Conditions set out the terms under which Tesco Stores Limited ("Tesco"), provides you with the ability to make calls using either Tesco's physical pre-paid phone cards ("Tesco International Calling Card(s)") or through the Tesco International mobile phone application (the "App") (together referred to throughout these terms as "Tesco International Calling Services"). From time to time we may offer promotions, offers, competitions and additional benefits to our customers, the terms of which are available here, should be read in conjunction with these Terms & Conditions.
Please read these Terms & Conditions carefully as they affect your rights and liabilities under the law and the terms governing your use of Tesco's International Calling Services. By using Tesco International Calling Services, you agree to these Terms & Conditions. The essential terms of these Terms & Conditions are:
If you have any queries, please contact us by phoning our Customer Services on 0345 025 5550. Alternatively, please read our FAQs to see if you can find the answer your query there.
References to "we", "us" and "our" are to Tesco and we refer to you as "you" and "your", while words that begin with capital letters are used across these terms as definitions.
1. What are Tesco International Calling Services?
1.1 Tesco International Calling Services can be accessed using the Tesco International Calling Card or the Tesco International App. To utilise the service and make calls around the world you must first purchase Credits or top-up by purchasing a voucher of a certain monetary value which will be applied towards a specific Tesco International Calling Card or App. To top-up:
a) A physical Tesco International Calling Card, follow the 3 stage process outlined in clause 1.3; and
b) the Tesco International App, via the 'Account' screen of the App using a credit card, pre-purchased voucher or redeeming a promotion code.
1.2 Tesco International Calling Services top-up comes in a variety of monetary values ("Credit(s)"). Please see the FAQs on our website tescointernationalcalling.com for the details of the top-up amounts we currently offer.
1.3 Generally there are three parts to the process of making a call, but how this is achieved may vary by service:
a) Connection Charge: this is a one off 4p charge each time you use a Tesco
International Calling Card which covers the costs of our UK switching
equipment.
This component does not apply to use of Tesco International Calling
Services using via the App.
b) Access Number Charge: this is a UK geographical number, which you will
need to dial when using a Tesco International Calling Card or will be
automatically dialled when using the App.
We do not charge you for this part of the call, but your phone provider
may, as they would if you were making a call to a UK landline. These calls
are commonly included in your inclusive minute bundles and are free from
Tesco Mobile.
This component does not apply to use of Tesco International Calling
Services using the 'Wi-Fi feature on the App.
c) Destination Rates: these are minute plus minute rates charged for
calling the specified country and will vary depending on whether you are
calling a mobile or landline.
Please visit
tescointernationalcalling.com
.or check the 'Rates' section of the App for the current Destination Rates
as published and updated from time to time. In the event of a conflict
between the published Destination Rates on tescointernationalcalling.com,
the App, a physical Tesco International Calling Card or in any other media,
the Destination Rates set out on tescointernationalcalling.com shall take
precedence.
1.4 Text messages may be sent to international destinations and are billed as per the rate outlined either within the App or online at Tesco International Calling. Text messages may be up to 160 characters in length and if you go over this threshold you will be charged for multiple messages. While we will use reasonable efforts to display your mobile phone number to the recipient of the text message, we cannot guarantee that it will always be visible. If for any reason you are unable to send a text message to specific countries please contact our Customers Services team and we will investigate further. We cannot guarantee that all messages will be successfully delivered as we are dependent on Operators in country.
1.5 For further information on how to use your Tesco International Calling Services, please see the help and FAQ information on our website tescointernationalcalling.com .
2. Validity Period
2.1 Credits (whether applied to your Tesco International Calling Card or the App) purchased as a:
a) Top-up of an existing Tesco International Calling Card through the IVR number;
b) Top-up via the App;
c) Top-up of existing card in-store;
are valid for 180 days from the time of purchase or the date of your last top-up within the 180 days ("Validity Period"). This means that if you top-up within 180 days of your previous top-up, your Validity Period will re-start from the new date of top-up. You can top-up your Tesco International Calling Card or App as many times as you like. After the Validity Period, you will still be able to access your Tesco International Calling Card or App, but you will lose any remaining Credit and you will need to top-up to use chargeable services, such as international calling.
3. Call Rates
3.1 Each time you use Tesco International Calling Services, the Credit on your Tesco International Calling Card or App will be reduced by the charges incurred, calculated by Tesco applying and deducting the total of the Destination Rates and any Connection Charge that may apply, plus any Surcharge (as defined at paragraph 3.2 below). All calls using the Tesco International Calling Services are charged in one minute increments, rounded up to the nearest minute.
3.2 Some calls have an additional charge referred to as a "Surcharge" which is incurred for specific services (e.g. 0800 access numbers, collect calls, or use of a BT payphone). For further details of when Surcharges apply, please see our FAQs on our website.
3.3 We do not charge you for calling our Access Numbers which start 01, 02, or 03. However, while these types of numbers are usually included in bundles allowances, you may incur charges from your phone service provider so please contact them to check whether this is the case and, if so, familiarise yourself with the charges which apply. By using the 'prefer Wi-Fi' feature within the App you can avoid Access Number charges or usage of your allowances that you could otherwise incur from your phone service provider. Wi-Fi data charges may apply. The Access Numbers are free to call for Tesco Mobile customers
3.4 Connection Charges, Destination Rates and Surcharges are subject to change at any time and updated on our website tescointernationalcalling.com and on the App. Please check for the most up to date Destination Rates, Connection Charge and Surcharges before you make a call as you will be charged at the then current rates listed at the time you make your call.
3.5 All Connection Charges, Destination Rates and Surcharges published on our website and App include VAT.
*Please note that as of the 10th September 2014, there is a 90p PER MINUTE surcharge to call the 0800 097 2468 Access number from a payphone. This is a charge that has been imposed by the payphone operators and, unfortunately, something that is beyond our control. We recommend that you use the Local Access Number where possible, or seek and alternative way of accessing our service, either by mobile or landline, via the 0330 0010 252 number.
4. Security and Refunds
4.1 It is your responsibility to ensure the security of your access to the Tesco International Calling Services. For this reason we suggest you do not write your access PIN on your Tesco International Calling Card or install the App on a mobile phone that is not PIN protected. In this occurrence, please call our customer care as soon as possible to block use of your Credit.
4.2 Where the security of your access to Tesco International Calling Services is compromised (such as your mobile phone being lost, stolen or damaged), and you Credit is used in an unauthorised manner, we are not able to provide you with a refund of any Credit used in such manner.
4.3 If you are unable to confirm you are the rightful owner of Credit on your Tesco International Calling Card or App, we are unable to transfer the Credit to another Tesco International Calling Card or App and you may lose any remaining Credit. You will also lose any remaining Credit to use the Tesco International Calling Services after the Validity Period expires.
4.4 Should you change your mind about your purchase within 30 days, we’ll happily offer a refund provided no credit has been used. For purchases made using the IVR system, please contact 03450255550. For purchases made in store using a voucher, please return to store with your voucher and original receipt.
5. Restrictions
5.1 You cannot use the Tesco International Calling Services for calling premium rate numbers or some non-geographic numbers (for example, 090), while calling Emergency Services using the Tesco International Calling Services is severely discouraged.
5.2 Tesco International Calling Services can be used:
a) in the United Kingdom - using Tesco International Calling Card or App; and
b) Outside the United Kingdom – using the Wi-Fi feature of the App most easily selected via the Travel Mode setting.
To avoid significant charges when overseas it is important to turn on 'Travel Mode' within the 'Settings' tab of the App. This will ensure calls via the App are only made via Wi-Fi and do not call the Access Number and incur roaming charged for a call back to the United Kingdom.
5.3 If you access Tesco International Calling Services from outside the United Kingdom, you do so at your own risk and you are responsible for your own compliance with local law.
6. Availability of Services
6.1 When we provide you with the Tesco International Calling Services, we will use the reasonable skill and care of a competent service provider, but we cannot guarantee that the Tesco International Calling Services will always be fault-free. Some things will be out of our control, for example, Tesco International Calling Services are dependent on the network operator which you use to access the Tesco International Calling Services.
6.2 Your access to the Tesco International Calling Services may be occasionally suspended to allow for repairs, maintenance or the introduction of new facilities or services. Your access may also be suspended if we are required to restrict it following instruction from the government, the emergency services or any other competent or lawful authority. In these circumstances, we will attempt to restore the service to you as soon as we reasonably can. If there is an unusual use of the Tesco International Calling Services (for example, significantly increased traffic indicating fraudulent use), we may temporarily suspend your use of the Tesco International Calling Services to prevent you from incurring excessive or unwanted charges.
6.3 You acknowledge and agree that in order to use the App, you require an active connection to the internet ("Internet Connection") and if you fail to have an Internet Connection you will be unable to use the App to make calls and this is at your own risk and potential additional cost as may be charged by your network provider.
6.4 When using the Wi-Fi feature within the App, your call may be affected by the speed and quality of the Wi-Fi connection at your location.
6.5 By installing the App on your phone, you consent to us checking your version of the App, and where applicable, pushing updates of the App your phone. However, we have no obligation to make available any such updates. And reserve the right to require you to download and install updated version of the App as a condition of continuing to use Tesco International Calling Services.
7. Our Responsibility to You
7.1 Nothing in this paragraph 7 shall limit or affect our liability resulting from anything we provide to you being found to be unsafe or if something we do negligently causes death or personal injury.
7.2 Subject to paragraph 7.1, if we are in breach of these Terms & Conditions, we will only be responsible for any losses that you suffer as a result and to the extent that they are a directly foreseeable consequence to both of us at the time you buy the Tesco International Calling Services. We do not assume any liability for content received from calls made by you using the Tesco International Calling Services.
7.3 You acknowledge that we are not responsible for providing (or maintaining) the equipment that you use to access the Tesco International Calling Services or the national or international telecommunications networks which your calls travel across.
7.4 The App may contain links to other sites which are outside our control and not covered by these Terms & Conditions. We are not responsible for the content of those sites nor the use of any personal information you submit to those sites.
7.5 The App may contain advertising and sponsorship. Advertisers and sponsors are responsible for ensuring that material submitted for inclusion on the App complies with relevant laws and codes. We will not be responsible for any error or inaccuracy in advertising and sponsorship material.
7.6 Nothing in these Terms & Conditions affects your statutory rights (which include, for example, that we will provide the Tesco International Calling Services to a reasonable standard and within a reasonable time). For more information on your statutory rights you can contact your local Citizens Advice Bureau or Trading Standards Office.
8. Your Responsibility to Us
8.1 You must not use the Tesco International Calling Services for any unlawful or fraudulent purpose, to make any communication which is, or is intended to be, malicious, fraudulent or hoax (including to the emergency services) or in any way which may damage or affect the operation of the Tesco International Calling Services or any other telecommunications system. You must not use the SMS functionality of the Tesco International Calling Services to send unwarranted, unsolicited or excessive SMS messaging, including any that might be considered fraudulent, spam or phishing.
8.2 If you do not comply with this paragraph 8, the Tesco International Calling Services may be suspended indefinitely and you may be liable to compensate us for all liabilities, claims, damages, losses and costs (including legal costs) which we may suffer as a result.
9. Clubcard
9.1 This paragraph is in addition to the terms and conditions of Tesco Clubcard, which can be found at tesco.com/clubcard.
9.2 Clubcard points are available on purchases in Tesco stores in the United Kingdom and via our automated top-up number (both from your landline and through the App). Unfortunately, Clubcard points are not available on purchases in One Stop stores or PayPoint outlets, nor can points be awarded for promotional, free or refunded credit.
9.3 To start collecting Clubcard points via the automated top-up number or the App, you must first register your Clubcard via the relevant channel. To register via our automated top-up number, you will be prompted after topping up. To register via the app, enter your Clubcard details when adding credit, after you have selected your topup amount Alternatively, you can call our customer care team. If you do not already have a Clubcard, you can collect an application for from any Tesco store, or visit tesco.com/clubcard/join
9.4 Collect triple Clubcard points on the Tesco International app when you purchase travel eSIMs or travel eSIM add-ons, from 00:00 on 17/06/26 to 23:59 31/08/26 ("Promotional Period "). To qualify, simply link your Clubcard account to your App account FAQ- Link your Tesco account and make a qualifying purchase on Tesco International app during the promotional period. Points will be awarded at the same time of the purchase and will be visible at checkout. Missed Clubcard points cannot be added later if you have not linked to your Clubcard at the time of purchase. Refunds for Tesco International app will follow the usual process as details in the FAQs and Clubcard points will be debited in line with refunded value. These terms are in addition to our Standard T&Cs.
10. Promotional Codes and Referral Bonus
10.1 From time to time we may utilise promotional codes to provide special discounts and offers. These promotional codes are alpha numeric for App top-ups and numeric for top-ups via our automated top-up number.
10.2 Promotional codes will always be published with a validity period and restrictions will be specific to the promotion or offer and will allow customers to either receive money off a top-up or extra credit for top-up i.e. 20% free credit on a £20 top-up. Promotional codes can only be redeemed once per customer and must be entered at point of purchase.
10.3 A referral bonus which is pre-defined (and clearly stated in the App) will be applied to the referrers account if the referee is a new user of the product (app or calling card) and completes the following actions:
a) downloads the Tesco International App from the relevant App store
b) tops up the account linked to their phone number using the online top-up facility
10.4 Free credit offer is currently available. Referrer will receive free credit to make international calls and send airtime / texts when referee downloads the App and tops up. Credit will be applied to the account the day after top-up has been completed. SMS notifications will be sent. Top-up must be completed for the account linked to the phone number that has been referred. Referrals must be sent from within the Tesco International App using the 'Invite' button on the 'Account' or Contact' screen. Referral SMS messages will be sent on your behalf and you will not be charged.
11. Intellectual Property
11.1 All intellectual property, such as any applicable patents, copyright and designs incorporated into the provision of Tesco International Calling Services, including the App, and the trademarks, service marks and logos contained therein ("Marks"), are owned by or licensed to us. No licence, other than for the purposed of your personal consumer use of the Tesco International Calling Services, is granted to you in these Terms and Conditions to use any trade mark of Tesco or its affiliated companies including, without limitation, the trade marks TESCO, TESCO.COM and TESCO CLUBCARD.
12. General
12.1 If you allow another person to use your Tesco International Calling Services they will be subject to these Terms & Conditions. We may transfer our rights under these Terms & Conditions to another business where we reasonably believe your rights will not be affected.
12.2 By using the Tesco International Calling Services, you represent to us that you are fully able and competent to enter into and abide by these Terms & Conditions.
12.3 If you breach these Terms & Conditions and we choose to ignore this, we will still be entitled to use our rights and remedies at a later date or in any other situation where you breach these Terms & Conditions.
12.4 We shall not be responsible for any breach of these Terms & Conditions caused by circumstances beyond our reasonable control.
12.5 These Terms & Conditions are subject to English law. We will try to solve any disagreements quickly and efficiently. If you are not happy with the way we deal with any disagreement and you want to take court proceedings, you must do so in England, Scotland, Wales or Northern Ireland.
12.6 These Terms & Conditions shall constitute the entire agreement between you and us regarding use of the Tesco International Calling Services. If any provision of these Terms & Conditions is deemed invalid by a court of competent jurisdiction, the invalidity of such provision shall not affect the validity of the remaining provisions of these Terms & Conditions, which shall remain in full force and effect.
12.7 We may modify these Terms & Conditions at any time without notice to you and it is your responsibility to review these Terms & Conditions for any changes. Your continued use of the Tesco International Calling Services following any amendment of these Terms & Conditions will signify your assent to and acceptance of its revised terms.
12.8 Except as stated otherwise in this paragraph 12.8, a person who is not a party to these Terms and Conditions shall have no right under the Contract (Rights of Third Parties) Act 1999 to enforce any term of these Terms and Conditions but this shall not affect any right or remedy of a third party which exists or is available apart from that Act. Any member of the Tesco Group may enforce any provision of these terms as if it were a party to these terms.
13. Customer Services and Complaints
13.1 We always try to offer you great service at Tesco International Calling but if you are feeling dissatisfied with your experience, please let us know. Our Customer Care Advisors will ask you about the nature of your complaint and seek to resolve the problem.
13.2 We always try to offer you great service at Tesco International Calling but if you are feeling dissatisfied with your experience, please let us know. Our Customer Care Advisors will ask you about the nature of your complaint and seek to resolve the problem.
13.2 The Tesco International website is owned and operated by Tesco Stores Limited, a company registered in England whose registered office is at:
Tesco House Shire Park
Kestrel Way
Welwyn Garden City
Hertfordshire AL7 1GA
Company Registration No. 519500
VAT No. GB220 4302 31
Last updated: May 2026
Last updated: May 2026
1. Important Information
These Terms & Conditions set out the terms of sale under which you can purchase and use eSIM data plans made available through Tesco Stores Limited ("Tesco") (the "eSIM Plans"). Tesco markets and facilitates the sale of eSIM Plans as an agent of Sim Local (Ireland) Limited ("Sim Local").
The eSIM Plans are provided by SimLocal, which is responsible for delivering the connectivity service. Tesco supports the provision of the eSIM Data Plans by carrying out certain administrative functions on SimLocal's behalf.
eSIM Plans are only available to customers who meet the eligibility criteria notified at the point of purchase, including any requirements relating to location, device compatibility or network availability. Your device must support eSIM technology. To check compatibility on iPhone, go to Settings > General > About — if an EID number is shown, your device supports eSIM. On Android, go to settings and search for ‘eSIM’ or ‘SIM Manager’. Please refer to our how to install video guides which can be found in the ‘More Information’ section on the app.
When you purchase an eSIM Plan, you will also enter into a separate agreement directly with SimLocal, which governs the provision of the service (the "Sim Local Terms"). These terms are available [here], and identify the SimLocal entity responsible for providing the service.
We recommend that you read the SimLocal Terms carefully before completing your purchase so that you understand the terms that will apply to your use of the eSIM Plan.
If you have any queries, please contact us by using Tesco International app WhatsApp chat support or by emailing us at support@tescoesim.zendesk.co.uk.
References to “we”, “us” and “our” are to Tesco and we refer to you as “you” and “your”, while words that begin with capital letters are used across these terms as definitions.
2. Pricing and Payment
2.1 Pricing
The price of each eSIM Plan will be displayed to you before you place your order. This will include details of the data allowance, validity period and the countries or regions covered.
All prices shown include applicable taxes unless stated otherwise. Pricing may vary depending on the selected plan and destination.
The price payable for an eSIM Plan is fixed at the time you complete your purchase. No recurring charges will apply unless this is clearly stated during the checkout process.
2.2 Payment
Payment for the eSIM Data Plan must be made in full at the time of purchase.
Although Tesco processes payments through its platform, the fee for the eSIM Plan is payable to Sim Local as the service provider. Sim Local appoints Tesco as its payment agent for the purposes of receiving payment, and payment to Tesco shall constitute receipt by Sim Local of money due to it. By completing your purchase, you authorise Tesco to collect payment on Sim Local’s behalf and to pass that payment to Sim Local.
Your eSIM Plan will only be made available once payment has been successfully processed.
2.3 Currency
All transactions are processed in pounds sterling (GBP).
If you use a payment method issued in another currency, your card provider or payment provider may apply exchange rate conversions or additional fees. Tesco and Sim Local are not responsible for any such charges.
3. Security and Refunds
3.1 Security and use of your eSIM Plan
You are responsible for keeping your device and any associated access secure.
If your device is lost, stolen or otherwise compromised, you should contact customer support as soon as possible. Until you do so, any use of your eSIM Plan will be treated as authorised.
Neither Tesco nor Sim Local will be responsible for any unauthorised use of your eSIM Plan arising from loss of, or unauthorised access to, your device.
3.2 Cancellation
You may cancel your purchase of an eSIM Data Plan within 14 days of the date of purchase by contacting customer support.
However, where you have requested that the eSIM Plan be made available immediately and the service has begun during this period, your right to a full refund may be affected.
3.3 Refunds
Where you cancel within the 14-day period and have not started to use the eSIM Plan, you may be entitled to a full refund.
If you have started to use the eSIM Plan, you may request a proportionate refund for any unused portion of the service, provided that: (i) the eSIM Plan has not expired, and (ii) your use has not exceeded what is reasonably necessary to assess the service.
You may also request a proportionate refund where it can be verified that a technical or network issue prevented Sim Local from providing the eSIM Plan as intended.
Refunds will not be available where the eSIM Plan has expired or has otherwise been fully used.
3.4 Requests and processing
All cancellation and refund requests should be submitted via customer support.
Where your request relates to the underlying connectivity service, Tesco may liaise with or refer your request to Sim Local for assessment, as the provider of the eSIM Plan.
4. Data Protection
Tesco and Sim Local each act as independent data controllers when processing your personal data in connection with the provision of eSIM Plans. This means that each of us determines independently how and why your personal data is used.
Where you purchase an eSIM Plan through Tesco, Tesco may share certain information with Sim Local to enable the provision of the service. This may include:
Where you contact customer support, relevant information relating to your query or complaint may also be shared with Sim Local so that it can investigate and respond as the service provider.
Tesco will process your personal data in accordance with its Privacy Policy., including for the purposes of facilitating your purchase, providing customer support and complying with legal obligations.
Sim Local will process your personal data in accordance with its own privacy policy for the purposes of providing and managing the eSIM Plans, including service delivery, troubleshooting and compliance with applicable laws.
For further details on how your personal data is processed by SimLocal, including your rights, please refer to the Sim Local Terms and Privacy Policy.
For information on how Tesco processes your personal data, please refer to Tesco's Privacy Policy.
5. Responsibility and Liability
5.1 Tesco's role
Tesco makes eSIM Plans available to you on behalf of Sim Local and provides certain administrative functions. SimLocal is responsible for providing the underlying connectivity service (including network availability, performance and coverage).
To the extent permitted by law, Tesco is not responsible for the provision of the eSIM Plans or for any issues arising from the performance of the connectivity service.
5.2 Service performance and availability
The eSIM Plans are provided by Sim Local on an “as available” basis and may be affected by factors outside Tesco's control, including network availability, coverage and third-party infrastructure.
Tesco does not guarantee that the service will be uninterrupted, error-free or available at all times.
5.3 Limitation of liability
Nothing in these Terms & Conditions limits or excludes liability where it would be unlawful to do so, including for death or personal injury caused by negligence.
Subject to this, Tesco will only be responsible for losses that you suffer as a direct and foreseeable result of Tesco's breach of these Terms. Tesco will not be responsible for:
5.4 Technical and third-party dependencies
You are responsible for ensuring that your device is compatible with eSIM functionality and correctly configured.
Tesco is not responsible for any issues arising from your device, your mobile operating system, or third-party networks used in delivering the service.
6. General
You are responsible for any use of the eSIM Plans on your device. Any person you allow to use the eSIM Plans must comply with these Terms & Conditions (and the Sim Local Terms, where applicable), and you will remain responsible for their use. Tesco may transfer its rights and obligations under these Terms to another member of the Tesco group or to a third party, provided that this does not adversely affect your rights.
By purchasing or using an eSIM Data Plan, you confirm that you are legally capable of entering into a binding agreement and that you will comply with these Terms & Conditions.
If Tesco does not enforce any provision of these Terms at any time, this will not prevent Tesco from taking action at a later date in respect of the same or any other breach.
Tesco will not be responsible for any failure or delay in performing its obligations under these Terms & Conditions where this results from circumstances outside its reasonable control.
These Terms & Conditions are subject to English law. We will try to solve any disagreements quickly and efficiently. If you are not happy with the way we deal with any disagreement and you want to take court proceedings, you must do so in England, Scotland, Wales or Northern Ireland.
These Terms & Conditions shall constitute the entire agreement between you and us regarding your purchase and use of the eSIM Plans. If any provision of these Terms & Conditions is deemed invalid by a court of competent jurisdiction, the invalidity of such provision shall not affect the validity of the remaining provisions of these Terms & Conditions, which shall remain in full force and effect.
We may modify these Terms & Conditions at any time without notice to you and it is your responsibility to review these Terms & Conditions for any changes. Any changes will apply to purchases made after the updated Terms come into effect. Where changes are significant, Tesco will take reasonable steps to bring them to your attention.
Except as stated otherwise in this paragraph 6, a person who is not a party to these Terms and Conditions shall have no right under the Contract (Rights of Third Parties) Act 1999 to enforce any term of these Terms and Conditions but this shall not affect any right or remedy of a third party which exists or is available apart from that Act. Any member of the Tesco Group may enforce any provision of these terms as if it were a party to these terms.
7. Customer Services and Complaints
We always try to offer you great service at Tesco but if you are feeling dissatisfied with your experience, please let us know. Our Customer Care Advisors will ask you about the nature of your complaint and seek to resolve the problem.
If you have a query, request or complaint in relation to the eSIM Plans, you can contact Tesco customer support using the following channels:
Tesco will act as the initial point of contact and will forward your query or complaint to Sim Local where it relates to the eSIM Plans.
All complaints relating to the eSIM Plans will be handled and resolved by Sim Local as the service provider.
A complaint will be treated as received once it has been submitted through one of the contact channels above and sufficient information has been provided to enable it to be investigated. A reference number may be provided where appropriate.
Tesco may assist by coordinating communications, but does not determine the outcome of complaints relating to the connectivity service.
Where your complaint relates to the underlying connectivity service, information on escalation (including access to any applicable alternative dispute resolution scheme) is set out in the Sim Local Terms.
1. Terms & Conditions
1.1. These Terms & Conditions set out the terms and conditions under which Wavecrest Networks Limited (“Wavecrest”) allows you to send to friends and family international mobile airtime top-up (“Wavecrest MAT Services”) through the Tesco International mobile phone application (the "Tesco App"). Terms and conditions relating to the Tesco App can be found HERE). From time to time, we may offer promotions, offers, competitions and additional benefits to our customers, the terms of which should be read in conjunction with these Terms & Conditions.
1.2 Please read these Terms & Conditions carefully as they affect your rights and liabilities under the law and the terms governing your use of Wavecrest MAT Services. By using the Tesco App to access Wavecrest MAT Services you agree to these Terms & Conditions. The essential terms of these Terms & Conditions are:
1.2.1 All mobile airtime top-up rates are subject to change. For the current rates, check the Tesco App or Tesco website www.tescointernationalcalling.com
1.3 If you have any queries relating to the Tesco App, please contact Tesco by phoning Tesco Customer Services on 0345 025 5550. Alternatively, please read the Tesco FAQs to see if you can find the answer your query there.
1.4 References to "we", "us" and "our" are to Wavecrest and we refer to you as "you" and "your", while words that begin with capital letters are used across these terms as definitions.
2 What are Wavecrest MAT Services?
2.1 Wavecrest MAT Services allows you to send credit to a prepaid mobile phone account held by your friends or family around the world. This service can only be accessed using the Tesco App. To utilise the service and top up pre-paid mobile phones around the world you must first purchase credit on the Tesco App, or top-up the Tesco App by purchasing a physical Tesco International Calling Card.
2.2 The charge for an international mobile top-up is made in British Pounds. The amount of credit received by your friend or family member will be in the relevant local currency; both amounts are clearly stated in the Tesco App when you are selecting the amount of credit you wish to send.
2.3 Please visit tescointernationalcalling.com or check the 'Rates' section of the Tesco App, for the current rates as published and updated from time to time. In the event of a conflict between the published rates on tescointernationalcalling.com and the Tesco App, the rates set out in the Tesco App shall take precedence.
2.4 For further information on how to use Wavecrest MAT Services, please see the help and FAQ information on the Tesco website tescointernationalcalling.com.
3 Terms of Use
3.1 It is your responsibility to ensure that the recipient mobile phone number is correctly input before making an international mobile top-up. If you enter the wrong number, the transfer will go ahead and there is no way to reclaim or redirect the international mobile top-up once the instruction has been processed.
3.2 We are not liable for the execution of any international mobile top-up based on incorrect information. If we have executed an international mobile top-up in accordance with instructions you provided to us, and that information proves to be incorrect, we are not liable for the incorrect execution of the international mobile top-up.
3.3 The cost of international mobile top-up will vary depending on the amount of international mobile top-up that you wish to send and according to the denominations displayed in the app. You should carefully check the total cost of the transaction before you confirm your international mobile top-up transaction.
3.4 Several countries around the world have chosen to apply taxes to incoming international mobile top-ups when sending to a payee in those countries. The corresponding deduction will be made from the mobile airtime top-up transaction amount, meaning the payee will get a lower amount of international mobile top-up.
3.5 International mobile top-ups are typically sent within a few seconds of you entering instructions into the Tesco App. Occasionally, there may be a short delay before the relevant mobile operator applies the international mobile top-up to the mobile phone number.
3.6 Our obligation in relation to international mobile top-up is simply to send international mobile top-ups in accordance with your instruction. The relevant mobile operator will be solely liable to you and the recipient of the international mobile top-up for the provision of mobile services related to the international mobile top-up. Once the international mobile top-up is sent to a mobile phone number it cannot be refunded or removed from the phone.
3.7 We may choose to limit the number of international mobile top-ups that can be performed, or the maximum value of international mobile top-up (the latter typically due to mobile operator restrictions), over a given period of time e.g. daily, weekly, monthly.
4 Security and Refunds
4.1 It is your responsibility to ensure the security of your access to the Tesco App. For this reason, we suggest you do not write your access PIN on your Tesco App or install the App on a mobile phone that is not PIN protected. If you are concerned that your access PIN has been compromised, please call Tesco customer care as soon as possible to block use of your credit.
4.2 Where the security of your access to the Tesco App is compromised (such as your mobile phone being lost, stolen or damaged), and your credit is used to purchase an international Mobile Airtime Top-up in an unauthorised manner, we are not able to provide you with a refund of any credit used in such manner.
5 Availability of Services
5.0 When we provide you with Wavecrest MAT Services, we will use the reasonable skill and care of a competent service provider, but we cannot guarantee that the Wavecrest MAT Services will always be fault-free. Some things will be out of our control, for example, Wavecrest MAT Services are dependent on the network operator which you use to access the Wavecrest MAT Services.
5.1 Your access to the Wavecrest MAT Services may be occasionally suspended to allow for system repairs, maintenance or the introduction of new facilities or services. Your access may also be suspended if we are required to restrict it following instruction from the government, the emergency services or any other competent or lawful authority. In these circumstances, we will attempt to restore the service to you as soon as we reasonably can. If there is an unusual use of the Wavecrest MAT Services (for example, significantly increased traffic indicating fraudulent use), we may temporarily suspend your use of the Wavecrest MAT Services to prevent you from incurring excessive or unwanted charges, but Wavecrest will not incur any liability should we fail to do so.
5.3 You acknowledge and agree that in order to use the Tesco App to access Wavecrest MAT Services, you require an active connection to the internet ("Internet Connection") and if you fail to have an Internet Connection you will be unable to use the service, and this is at your own risk and potential additional cost as may be charged by your network provider.
6 Our Responsibility to You
6.1 Nothing in this paragraph 6 shall limit or affect our liability resulting from anything we provide to you being found to be unsafe or if something we do negligently causes death or personal injury.
6.2 Subject to paragraph 6.1, if we are in breach of these Terms & Conditions, we will only be responsible for any losses that you suffer as a result and to the extent that they are a directly foreseeable consequence to both of us at the time you buy the Wavecrest MAT Services.
6.3 You acknowledge that we are not responsible for providing (or maintaining) the equipment that you use to access the Wavecrest MAT Services, or the national or international communications networks used to facilitate the service.
6.4 The Tesco App may contain links to other sites which are outside our control and not covered by these Terms & Conditions. We are not responsible for the content of those sites nor the use of any personal information you submit to those sites.
6.5 The Tesco App may contain advertising and sponsorship. Advertisers and sponsors are responsible for ensuring that material submitted for inclusion on the App complies with relevant laws and codes. We will not be responsible for any error or inaccuracy in advertising and sponsorship material.
6.6 Nothing in these Terms & Conditions affects your statutory rights (which include, for example, that we will provide the Wavecrest MAT Services to a reasonable standard and within a reasonable time). For more information on your statutory rights you can contact your local Citizens Advice Bureau or Trading Standards Office.
7 Your Responsibility to Us
7.1 You must not use the Wavecrest MAT Services for any unlawful or fraudulent purpose, to make any communication which is, or is intended to be, malicious, fraudulent or hoax (including to the emergency services) or in any way which may damage or affect the operation of the Wavecrest MAT Services or any telecommunications system.
7.2 If you do not comply with this paragraph 7, the Wavecrest MAT Services may be suspended indefinitely, and you may be liable to compensate us for all liabilities, claims, damages, losses and costs (including legal costs) which we may suffer as a result.
8 Intellectual Property
8.1 All intellectual property, such as any applicable patents, copyright and designs incorporated into the provision of Wavecrest MAT Services, and the trademarks, service marks and logos contained therein, are owned by or licensed to us. No licence, other than for the purpose of your personal consumer use of the Wavecrest MAT Services, is granted to you in these Terms and Conditions.
9 General
9.1 If you allow another person to use credit on your Tesco App to access Wavecrest MAT Services they will be subject to these Terms & Conditions. We may transfer our rights under these Terms & Conditions to another business where we reasonably believe your rights will not be affected.
9.2 By using the Wavecrest MAT Service, you represent to us that you are fully able and competent to enter into and abide by these Terms & Conditions.
9.3 If you breach these Terms & Conditions and we choose to ignore this, we will still be entitled to use our rights and remedies at a later date or in any other situation where you breach these Terms & Conditions.
9.4 We shall not be responsible for any breach of these Terms & Conditions caused by circumstances beyond our reasonable control.
9.5 These Terms & Conditions are subject to English law. We will try to solve any disagreements quickly and efficiently. If you are not happy with the way we deal with any disagreement and you want to take court proceedings, you must do so in England, Scotland, Wales or Northern Ireland.
9.6 These Terms & Conditions are subject to English law. We will try to solve any disagreements quickly and efficiently. If you are not happy with the way we deal with any disagreement and you want to take court proceedings, you must do so in England, Scotland, Wales or Northern Ireland.
9.7 We may modify these Terms & Conditions at any time without notice to you and it is your responsibility to review these Terms & Conditions for any changes. Your continued use of the Wavecrest MAT Service following any amendment of these Terms & Conditions will signify your assent to and acceptance of its revised terms.
9.8 Except as stated otherwise in this paragraph 9.8, a person who is not a party to these Terms and Conditions shall have no right under the Contract (Rights of Third Parties) Act 1999 to enforce any term of these Terms and Conditions but this shall not affect any right or remedy of a third party which exists or is available apart from that Act. Any member of the Wavecrest Group may enforce any provision of these terms as if it were a party to these terms.
10 Customer Services and Complaints
10.1 Customer Services
If you have any queries, please call on 0345 025 5550, email care@tescointernationalcalling.com
10.2 The Tesco International website is owned and operated by Tesco Stores Limited, a company registered in England whose registered office is at: