Terms & Conditions: Tesco International Calling Services
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 Calling 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 or emailing us at firstname.lastname@example.org. 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 Calling 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:
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 by vary by service:
1.4 Text messages can also be sent to international destinations and are billed as per the rate outlined either within the App or online at tescointernationalcalling.com. Text messages can be 160 characters in length and if you go over this threshold you will be charged for multiple messages. We cannot guarantee that your mobile phone number will be displayed to the individual that you are sending the text message but will make best endeavours to display. 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 ‘How it works’ 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:
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 click here 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.
3.6 *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. Click here for more information.
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 your confirm that 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.
5.1 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:
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.
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.
9.1 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, top-ups via our website tescointernationalcalling.com 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 our website, 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. 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 Clubcard vouchers cannot be redeemed via tescointernationalcalling.com.
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 completes the following actions:
10.4 £2 free credit offer currently available. Referrer will receive £2 free credit to make international calls and send texts when referee downloads the App and tops up £10 or more via the IVR channel. Store top-ups will not be included. 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 that has been referred. Referrals must be sent from within the Tesco International Calling App using the ‘Invite’ button on the ‘Account’ 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.
12.1 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 14.8, 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 If you have any queries, please call us on 0345 025 5550, email us at email@example.com or send a letter to:
Tesco International Calling
Floor 1, Tricorn House, 51/53 Hagley Road
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.
13.3 The Tesco International Calling website is owned and operated by Tesco Stores Limited, a company registered in England whose registered office is at:
Tesco House Shire Park
Welwyn Garden City
Hertfordshire AL7 1GA
Company Registration No. 519500
VAT No. GB220 4302 31
Last updated: March 2018