Fair Usage Policy
Here at Your simPal, we love to provide you with as many free texts and voice minutes as we can possibly fit into agreements with our partner networks. We strongly believe that 'unlimited' really should mean unlimited when it comes to call and text bundles.
This means that, as long as everyone plays ‘fair’ with their call and text usage, each individual can benefit from flexible and – more importantly – unrestricted services.
However, there are inevitably individuals who decide to abuse, or accidentally use, substantially more than their ‘fair share’ of calls and texts.
For this reason, our network partners have to implement a Fair Use Policy in relation to 'unlimited' calls and texts. This policy applies where the level of usage, or projected usage, is unreasonable and/or significantly in excess of what we would expect from a typical service.
What does this mean for me?
Assuming your call and text usage do not exceed our Network Partners Fair Use Threshold, there's nothing to worry about. However, if your usage or projected usage is above the monthly threshold that has been set, from time to time, Your simPal may have no option but to take action in order to remedy the situation or prevent the problem from escalating further.
What is the Fair Use Threshold?
The Fair Use Threshold is set per connection and is monitored/updated regularly through analysis of customer usage profiles and trends. Our Network Partners also monitor where the pro-rated usage is projected to exceed the Fair Use Threshold within a particular period (Usually every 30 days). The current limits applicable to all individual accounts are as follows:
The Fair Use Threshold for all mobile tariffs while in the UK is 3,000 minutes and 3,000 texts per service*.
What happens if I breach the Fair Use Threshold?
If, at the absolute discretion of our Network Partners, it is our opinion that your call and/or text usage materially exceeds the Fair Usage Threshold as described above, Your simPal may contact you by email, text, or telephone to advise you accordingly, but we reserve the right to bar your service at any time.
When we contact you we will provide you with the opportunity to rectify the situation by ceasing, or substantially reducing, your call and/or text usage.
If excessive usage continues, or if for any reason we reasonably suspect that you are not acting in accordance with this policy, we reserve the right to take further action.
Such action may include, but is not limited to:
- Transferring you to a tariff that does not include unlimited texts or calls
- At our absolute discretion, suspending, modifying or restricting the use of your services
Withdrawing access to the service indefinitely
*The current Fair Use Threshold is based on a Network Partner powered by Telefonica o2, Your simPal reserve the right to change Network Partner (Consequently changing the Fair Use Threshold) at any given time.