O2 Switch Up Terms and Conditions to 24 Jan 2023 | O2
Terms & conditions
O2 Switch Up Bolt On Terms and Conditions
Unless sold and charged as part of a package of services (for example, as part of a Plus Plan), this Bolt On is an Optional Add-on Service, as defined in our standard terms and conditions for O2 Pay Monthly Mobile services (the “Pay Monthly Mobile Agreement”) available here. The Pay Monthly Mobile Agreement shall also apply to this Bolt On. In addition to the Pay Monthly Mobile Agreement, these Terms and Conditions will form part of your O2 customer contract once an eligible order for the O2 Switch Up Bolt On has been accepted by us. This Bolt On is only available to new and upgrading O2 customers who purchase a pay monthly Custom Plan or Plus Plan tariff through direct O2 sales channels.
O2 Switch Up is available to eligible customers at the point of sale either (i) free-of-charge as an included benefit of any Plus Plan, or (ii) as an Optional Add-on Service applied to a Custom Plan that is charged for a monthly subscription price. In the latter scenario, this monthly recurring charge will appear separately on your O2 bill.
This Bolt On may also be added as an Optional Add-on Service to an existing Custom Plan within 14 days of acquisition or upgrade but may not be added at any other time during the term of the relevant existing contract.
If purchased as an Optional Add-on Service applied to a Custom Plan, you may cancel the Bolt On at any point during the term of your contract. If cancelled during the first 14 days from acquisition or upgrade, the Bolt On will be removed with immediate effect and you will be refunded in full for it. If cancelled at any other time during the term of your contract, the Bolt On will be removed with immediate effect and any billing in advance will be refunded on a pro-rata basis on your next airtime bill. This Bolt On will also be removed automatically if your existing device plan is either (i) paid in full as per the contracted schedule of payments over the term of your contract, or (ii) paid in full through early settlement, where you decide to stay on your existing airtime tariff and do not choose to upgrade to a new plan or leave O2.
Subject to complying with these Terms and Conditions, and in particular clause 7 below, if you are in contract on an active existing pay monthly Custom Plan, you may swap your device under this Bolt On at any time during the term of your contract. If a request to swap your device is approved following our receipt and review of it at one of our stores (see clause 8), we will keep your device and pay off the remainder of your existing Custom Plan or Plus Plan agreement for you (as applicable), which will subsequently be terminated, before you enter into a new device plan.
This Bolt On only allows you to swap an existing handset device and take out a new handset device under a Custom Plan or Plus Plan. You will also only be able to swap your existing handset device directly via O2 retail stores, unless we agree otherwise. Other types of device plan (e.g. tablets and watches) and tariffs (e.g. sim only) will not be eligible. For the avoidance of doubt, references to ‘device’ or ‘devices’ in these Terms and Conditions means handset devices only.
Before you are able to swap your device, it will be subject to checks by us in respect of its condition at one of our retail stores. Reasonable fair wear and tear is acceptable; however, the following scenarios will be excluded and you will not be permitted to swap your device if any of the following apply:
you are in arrears with us (whether in respect of an existing or previous plan / tariff that has been left unpaid);
the device is not fully functional (e.g. buttons or parts are missing, or the device does not power up or does not function properly in line with manufacturer specifications);
the device is physically damaged, beyond what would be reasonably classed as ‘fair wear and tear’ (e.g. the screen or casing is cracked or heavily scratched);
the device is water damaged;
the device, in our reasonable opinion, has any other damage or issues that would impact the normal functioning of the device, except for any inherent faults not due to your own acts or omissions; and
you provide a device with an IMEI code that does not match the device that was provided by us at the start of the existing contract, except for devices that may have been replaced under a valid insurance plan or warranty which no longer have the same IMEI code as the original device.
Unless you are directed to use our alternative method as detailed under clause 10, before a request to swap your device will be processed, the device must be brought to one of our retail stores, where we will check its condition. Following our review of your device and account in accordance with these Terms and Conditions, we will let you know whether your request to swap has been approved or refused, including the reasons for refusal if that is the case.
If your request is approved, you must log out from and remove any personal accounts from the device (e.g. find my phone, iCloud, Gmail etc). We will provide you with instructions in order to be able to complete these steps. We will then keep your device and you will be able to upgrade to any new Custom Plan or Plus Plan offer that we currently have available (excluding any O2 Recycle offers on new devices, including enhanced recycle, which cannot be redeemed as a part of using O2 Switch Up) with no fees to pay in respect of your existing plan, which we will pay off for you. If your request is refused, we will return the device to you and you will only be able to upgrade to a new plan through our standard upgrade options (any O2 Recycle offers on new devices, including enhanced recycle, will be available to customers if they upgrade via this standard route), which may come with additional early repayment charges. See our standard upgrade terms here.
Where necessary and as instructed by us, we may ask you to contact our Voice team to progress your swap request instead of going via one of our store agents. In this scenario, you will still need to bring your existing device to one of our retail stores, so that we can review it in accordance with these Terms and Conditions. If your request to swap is approved, we will ask you to return your existing device to us using a returns jiffy bag (that we will provide to you) within 14 days of receiving your new device. We will send the jiffy bag to the same address that your new device is to be sent to. Please note that if your current device is not returned to us within the timeframe mentioned, we reserve the right to charge you for the outstanding balance of your existing agreement.
If you have an existing Plus Plan and transfer your tariff to another Plus Plan, then the O2 Switch Up Bolt On will remain active. If you transfer your tariff from a Plus Plan to a standard Custom Plan, then the Bolt On will be removed and you will not be able to add the O2 Switch Up Bolt On again until you upgrade to a new Custom Plan (and add it) or to a new Plus Plan (which will have the Bolt On already included). If you have an existing Custom Plan with the O2 Switch Up Bolt On added, then any transfers to another Custom Plan or Plus Plan will mean the Bolt On remains active for your use in accordance with these Terms and Conditions.
Taking out any new Custom Plan or Plus Plan will be subject to status, credit checks and payment by direct debit as well as being subject to availability.
Your standard terms and conditions of service (including your tariff terms and your Pay Monthly Mobile Agreement) will continue to apply when using the Bolt On.
The Bolt On is for your personal non-commercial use. If, in our reasonable opinion, you're using it for commercial purposes or contrary to your terms of service, we reserve the right to charge you or restrict your use.
O2 does not guarantee that the Bolt On will always be made available and reserves the right to end the Bolt On at any time.
In addition to these Terms and Condition, please refer to the Pay Monthly Services Agreement for more details on our rights to vary and (if applicable) your rights to cancel.
We reserve the right to terminate, restrict or suspend your use of the Bolt On, if you are, in our reasonable opinion, in breach of your terms of service.
Where you cancel this Bolt On, your underlying pay monthly mobile service remains unaffected and shall continue as normal.