1. About Alvonex

Alvonex is operated by Alvonex Ltd, a company registered in England and Wales under company number 14908808.

Registered/business address: 175 Bacup Road, Rawtenstall, Rossendale, Lancashire BB4 7NW.

Email: support@alvonex.co.uk
Telephone: +44 (0)7591 667372

2. Our Products and Services

Alvonex provides mobile connectivity products and services which may include:

• Pay As You Go (PAYG) physical SIM cards;
• eSIM plans;
• Data SIM and mobile broadband plans;
• Business Mobile services;
• physical SIM and eSIM connectivity options; and
• other mobile connectivity products that we may introduce.

Availability, network, data allowance, SIM format and other features vary according to the individual product or plan. Please check the relevant product or plan description before ordering.

3. Mobile Networks

Alvonex provides access to services operating on established UK mobile networks, which may include EE, O2, Vodafone and Three.

Alvonex is an independent business. References to network names, trademarks and logos are used to identify the network on which a product or service operates and do not imply that Alvonex owns or operates those networks.

Mobile network availability, signal strength, coverage, speeds and service quality can vary according to location, device, network capacity, buildings, terrain and other factors outside Alvonex’s control.

4. Placing an Order

By placing an order with Alvonex, you confirm that the information you provide is accurate and that you are authorised to use the payment method provided.

An order is subject to acceptance by Alvonex. We may decline or cancel an order where, for example, a product or service is unavailable, information supplied is incomplete or incorrect, there is a pricing error, payment cannot be authorised, or we reasonably suspect fraud or misuse.

Where payment has already been taken for an order that we cannot accept, we will arrange an appropriate refund.

5. Prices and VAT

Prices applicable to an order will be displayed before the customer completes the purchase.

Consumer prices will normally be displayed inclusive of VAT where applicable. Business Mobile prices may be displayed excluding VAT where this is clearly stated, with VAT added at the applicable rate.

Any delivery charge or other applicable charge will be shown before the order is completed.

6. PAYG SIM Cards

PAYG SIM cards are physical products purchased as a one-off transaction unless otherwise stated.

PAYG services, top-ups, bundles, allowances and network terms may be subject to the relevant mobile network’s conditions. Customers should review the information supplied with their SIM and any applicable network terms.

Unless specifically stated in the product description, the purchase of a PAYG SIM does not include an ongoing Alvonex monthly subscription.

7. Monthly SIM, eSIM and Data Plans

Certain eSIM, Data SIM and Business Mobile products are supplied as recurring monthly services.

Unless a particular plan states otherwise, these services are provided on a 30-day rolling basis with recurring monthly payment.

A valid recurring payment arrangement must be maintained while the service remains active.

If payment is unsuccessful or the recurring payment arrangement is cancelled, the service may be suspended or disconnected in accordance with the applicable service terms and after any required notice.

8. Physical SIM or eSIM

Where indicated on the relevant plan, customers may be able to choose between a physical SIM and an eSIM.

An eSIM requires a compatible device. It is the customer’s responsibility to check that their device supports eSIM and is compatible with the selected network before requesting activation.

Physical SIM cards will be delivered to the address supplied during the order process. eSIM activation information will normally be provided electronically.

9. Activation and Provisioning

Monthly mobile services may require provisioning or activation before they can be used.

Customers must provide any information reasonably required to provision the service. Activation times can vary depending on the network, service type, verification requirements and other circumstances.

We will provide activation, delivery or setup information as appropriate for the service purchased.

10. Data Allowances and Fair Usage

Data allowances are subject to the conditions shown for the selected plan.

Plans described as “Unlimited” may be subject to a Fair Usage Policy (FUP), network traffic management or other reasonable usage restrictions.

Where a specific Fair Usage allowance applies, we aim to state this clearly with the relevant plan.

Customers must not use a service for unlawful, fraudulent or abusive purposes or in a way that materially interferes with the mobile network or other users.

11. Roaming and International Use

Roaming availability and allowances vary by network and plan. Customers should not assume that UK allowances can be used overseas unless this is specifically stated.

Some plans may be restricted to domestic UK use. Additional charges, restrictions or fair usage limits may apply where roaming is available.

12. Keeping Your Existing Mobile Number

Where number porting is supported, customers who wish to keep an existing UK mobile number may need to obtain a Porting Authorisation Code (PAC) from their existing provider.

Porting is subject to network processes and validation. Customers should ensure that the information supplied for a port is accurate.

We cannot guarantee a particular transfer time where a delay is caused by incorrect information, the previous provider, network systems or circumstances outside our reasonable control, but statutory and regulatory rights relating to number porting are unaffected.

13. Consumer Cancellation Rights

If you are a consumer purchasing online, you may have a statutory right to cancel your contract within 14 days, subject to the nature of the product or service and applicable exceptions.

Physical goods

For physical goods, the cancellation period will generally run for 14 days from the day after you receive the goods.

Services

For services purchased at a distance, the cancellation period will generally run for 14 days from the date the contract is made.

If you expressly request that a service begins during the cancellation period and subsequently cancel, you may be required to pay an amount proportionate to the service already supplied, where permitted by law.

Nothing in these Terms & Conditions limits or excludes your statutory consumer rights.

14. Cancelling a Monthly Service

Customers on a 30-day rolling service can request cancellation at any time.

Unless statutory cancellation rights or another agreement apply, cancellation will normally prevent the service renewing for a further service period. The existing service may continue until the end of the period already paid for.

Cancelling a recurring payment instruction alone may not constitute notice to Alvonex that you wish to terminate the underlying mobile service. Customers should contact Alvonex to request cancellation so that the network service can also be terminated correctly.

15. Delivery

Physical products will be dispatched using the delivery method shown during checkout or described on the website.

Estimated delivery times are not guaranteed where delays are caused by postal or courier services or circumstances outside our reasonable control.

Further information will be provided in our Shipping & Delivery Policy.

16. Returns and Refunds

Returns and refunds will be handled in accordance with applicable UK consumer law and our Returns & Refunds Policy.

Nothing in our Returns & Refunds Policy affects your legal rights in relation to faulty, misdescribed or otherwise non-conforming goods or services.

17. Service Availability

Mobile services depend on third-party network infrastructure. Although we aim to provide reliable services, we cannot guarantee uninterrupted network availability, coverage or data speeds at all times or locations.

Networks may carry out maintenance, upgrades or emergency work, and services may occasionally be affected by outages or other technical issues.

18. Customer Responsibilities

Customers are responsible for:

• providing accurate order and contact information;
• using a compatible and appropriately configured device;
• keeping SIMs, eSIM activation information and account details secure;
• maintaining a valid payment method for recurring services;
• complying with applicable network and acceptable-use conditions; and
• contacting us promptly if a SIM, device or account may have been compromised.

19. Liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or statutory rights that cannot lawfully be excluded.

Subject to applicable law, Alvonex will not be responsible for losses caused by circumstances outside our reasonable control, including failures or interruptions of third-party mobile networks, where we have exercised reasonable care and skill.

Business customers are responsible for ensuring that a selected service is suitable for their particular operational requirements and for maintaining appropriate contingency arrangements where uninterrupted connectivity is critical.

20. Changes to Services or Terms

We may update these Terms & Conditions where reasonably necessary, including to reflect changes in law, regulation, network arrangements or our products and services.

Where changes affect an existing regulated mobile service, we will provide any notice and cancellation rights required by applicable law or regulation.

21. Complaints and Customer Support

If you have a problem with an order or service, please contact Alvonex so that we have an opportunity to investigate and resolve the matter.

Email: support@alvonex.co.uk
Telephone: +44 (0)7591 667372

22. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

If you are a consumer resident elsewhere in the United Kingdom, you will retain any mandatory protections and rights available to you under applicable law.