Alto T&Cs

The parties to this Agreement are:
 

Alto Comms Limited, a company registered in England, company number 10774773, whose registered office is at, 1st Floor 11 Moor Bottom, Honley, Holmfirth, West Yorkshire, England, HD9 6DN and its affiliates (“Alto Mobile”) who supply the Products and Services to the Customer. In this Agreement, “we”, “us” and “our” shall refer to Alto Moibile.
 

and:
 

You are the person who orders and uses the Products and/or Services for private and personal use from the activation of your Alto SIM Card and the creation of an Account with us (the “Customer”). A Customer includes any person who we reasonably assume is acting with your authority. In this Agreement, “you” and “your” shall refer to you as our Customer.
 

1. These General Terms and Conditions (also the Pay Monthly Terms and Conditions and the Content Terms and Conditions where applicable) and the Price List apply to all of the Products and Services as offered by Alto, whether for a specified fee or incorporated into other Charges. The current valid and binding version of the Agreement at any given time shall apply unless terminated under the terms of this Agreement and shall be published by us on the Internet.
 

a. This version of the Agreement takes effect from 24 September 2024 and shall remain valid and active until amended or terminated in accordance with the relevant provisions of the Agreement.
 

2. Our relationship with you is also subject to our Privacy Policy and our Code of Practice. 

3. We can be contacted via the following methods: by email at info@altocomms.co.uk; by telephone on: 01772558868 (calls to our customer service number are typically charged at the standard national rate applied by other service providers); or by post at the above address.

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5. All Pre-Pay Vouchers are issued by Alto and only these may be used to add credit to your account.
 

6. We are subject to regulation in the supply of our services, including in the following areas:
 

a. For the provision of our communications services within the United Kingdom – the Office of Communications (Ofcom) (https://www.ofcom.org.uk/);

b. For the supply of premium rate content and services – PhonePayPlus (www.phonepayplus.org.uk,);

c. For keeping your personal information confidential and processing it fairly –the Information Commissioner (https://ico.org.uk/);

d. For our supply of consumer credit for our Pay Monthly Products – the Office of Fair Trading (www.oft.gov.uk);

e. For all disputes which cannot be directly resolved between you and us, we are subject to the authority of Communications Ombudsman – the Independent Dispute Resolution body for telecommunications. The details of the mechanism for raising such a dispute with the Ombudsman can be found at https://www.commsombudsman.org/

Definitions

7. The definitions and rules of interpretation set out in this clause shall apply in this Agreement:
 

“Account” means our records of any information which you have supplied to us. This includes your personal information; details of the amount of credit you have for our Services; and details of your use of the Services. An Account is created by the connection of a Alto SIM Card to the Network and either topping up by a minimum of £5 or making a chargeable call where the Alto SIM Card has call credit included;
 

“Administration Fee” means any charge which Alto may levy under this Agreement in specified circumstances for the cost of additional and/or non-standard services to you;
 

“Agreement” means these General Terms and Conditions and where applicable the order form, Charges, Price List, Price Plan, our Code of Practice, the Pay Monthly Terms and Conditions and the Content Terms and Conditions;
 

“AIT” or “Artificially Inflated Traffic” means where the flow of calls or messages to a particular telecommunications number or service is a result of direct or indirect activity by or on behalf of the operator of said number or service which causes a disproportionate flow of calls than we would otherwise expect from normal commercial practice and your usage of the Network in good faith;
 

“Charges” means all sums payable to us for the purchase of Alto Products and Services which we make available to you as described in the Price List and/or Price Plan, including any Administration Fees;
 

“Code of Practice” means the Alto code of practice detailing our method of dealing with any complaints or disputes relating to our Products and Services.

“Content” means any text, visual or other information, software, photos, video, graphics, music, sound and other material appearing on or available through the Services for use on a Mobile Phone or otherwise, including any information supplied by content providers from time to time for which Alto has the Rights to resell or allows a supplier of such Content to provide it via our network;
 

“Credit Card” and/or “Debit Card” mean a card issued by a UK bank in your name from which we are able to take payments under this Agreement directly or via our partners;
 

“Customer Services” means the Alto staff and employees allocated to respond and assist customers with any queries and complaints. We are contactable via Alto’s telephone numbers, by email or in writing;
 

“Day” means the period from 00:00 to 23:59;
 

“Direct Debit” means a method of making electronic payments at the request of, and to an amount specified by, the payee from a UK bank under the Direct Debit Scheme. For more details please see: https://www.bacs.co.uk/Services/bacsschemes/directdebit/Pages/DirectDebit.aspx
 

“GSM Gateway” means a device for wireless telegraphy designed for, or adapted to be capable of, use while connected to the Network or that of another network operator and used solely for the purpose of sending or receiving messages conveyed by means of the Network or the cellular telecommunications system of another network operator;
 

“Intellectual Property” or “IP” means any intellectual property rights anywhere in the world whether registerable or not, including, without limitation, patents, trademarks, service marks, designs, copyrights and related rights, database rights, know-how, moral rights and domain names, as well as applications for registration of such rights and the right to apply for registrations, and all equivalent or similar forms of protection notwithstanding the manner in which they arise or in which media;
 

“International Roaming” means the Service supplied to you by our reasonable efforts to enable you to obtain access to other mobile communications networks when you travel to other countries. This Service includes the ability to make and receive domestic and international voice calls, to send and receive SMS and MMS services to standard fixed and mobile numbers within the visited country;
 

“Minimum Term” means the minimum specified period of time for which you have entered into a Pay Monthly contract with us and as specified as part of your Price Plan and on which the prices of your Services are based;
 

“Mobile Phone” or “Handset” means a device capable of being connected to our Service via the Network for Services when used in combination with a Alto SIM Card;
 

“Month” means a calendar month from the date of any event under this Agreement;
 

“Network” means the cellular telecommunication system supporting our Services;
 

“Pay Monthly” means Alto’s range of consumer Services available and charged on a monthly basis;
 

“Pre-Pay” means Alto’s range of consumer Services available by adding credit to your Account and charged solely through usage;
 

“Premium Rate” means those Services offered by or via Alto which are charged at rates in excess of the standard rate for voice calls or message services. Prices for Premium Rate voice and SMS services are as advertised by the Content provider;
 

“Product” means any Mobile Phone or Handset or SIM Card supplied to you by us. Please note any SIM Card is provided to you under licence and it remains our property. We may change your SIM Card or require you to return it at the end of this Agreement;
 

“Price List” means the list of prices and Charges and any applicable conditions relating to the prices and Charges for the provision of the Service to customers which may be periodically updated by us for our Pre-Pay;
 

“Price Plan” means any applicable conditions relating to the prices and Charges for the provision of your Pay Monthly Services;
 

“Register” and “Registration” means our acceptance of your application to register your personal details with us for the Service once you purchase call time from us;
 

“Rights” means copyright, trademark and other relevant proprietary and intellectual property rights relating to Content;
 

“Service” means any of the telecommunication services available for use by you via our SIM Card in the UK, including airtime minutes, enabling you to make or receive domestic and international calls and to send and receive SMS, MMS and data by means of the Network, the ability to send and receive email via the Internet, the ability to access information from the Internet, as well as any additional services we agree to provide to you, including voicemail and International Roaming where applicable;
 

“SIM Card” means the card or other device provided to you bearing a unique mobile telephone number programmed to allow a Mobile Phone to access the Service;
 

“User Guide(s)” means any guides or documentation supplied with your Mobile Phone/SIM Card either by us or by the manufacturer of your Mobile Phone that explain to you how the Service works, how to purchase call time and/or how to use your Mobile Phone;
 

“Using the Service” means the use of the Services via the Alto SIM Card after your Account is first activated or from when the Alto Mobile Phone and/or SIM Card is received by you, if later;
 

“Voucher” means a call time voucher of a specific cash amount and having a given value as specified in the Alto Pre-Pay Price List when applied to Services on the Alto network;
 

9. The headings in this Agreement do not affect its interpretation. A “person” can refer to an individual, a body corporate, association or partnership and includes a reference to that person’s legal personal representatives and/or successors to whom this Agreement is lawfully assigned. Unless the context otherwise requires a clause is a reference to a clause of the Agreement. In the event of a conflict between any documents of the Agreement, the following descending order of precedence shall apply: – the General Terms and Conditions/ Pay Monthly/Content Terms and Conditions; any order form; the Price List, the Price Plan, any other advertising materials.

Products and Services provided by us

10. We provide the Services using a combination of Alto’s infrastructure and the Network in the United Kingdom. You acknowledge that Services provided under the Agreement are subject to arrangements that are in the control of other networks and their operators, including the Network, that are outside of the control of Alto.
 

11. Alto make the Services available subject to the credit available in your Account. For Pre-Pay, you get credit on our system to use the Services by topping up your Account with us. You do this by purchasing Vouchers which Alto make available through a range of means from time to time and registering said Voucher with us in accordance with the rules relating to the Alto tariffs and Services.
 

12. Your pre-payments for Vouchers are not repayable by us, nor is any interest payable on any credit you may have with us. Every time a chargeable Service is used by you, the value you have added to the Account via the Voucher(s) is reduced with reference to the relevant Charges and Price Lists. Please note that use of Internet or electronic top-ups are not guaranteed as secure by us so be careful when using it. For the avoidance of doubt any physical Voucher shall expire by the date stated on the Voucher.
 

13. Alto neither represents nor warrants that the Products and the operation of the Services (or related Products or Services, including those of third parties) will be uninterrupted, timely, secure or error-free or that it will meet the Customer’s specific requirements, even if those requirements have been notified to Alto in advance.
 

14. The quality and availability of the Services or Products are subject to certain limitations and circumstances beyond our reasonable control including, but not limited to, physical, geographic and atmospheric conditions and the functional capability of Services and Products as supplied to Alto.
 

15. The availability and maintenance of the Network varies depending on location. The quality and coverage of the Services depends in whole or in part on your Mobile Phone; the Products; the Network; and the other telecommunications networks or Services to which you are connected to via the Network. The Services might be adversely affected if too many people try to use the Network at the same time; physical features (such as buildings and underpasses); and by atmospheric conditions or other causes of interference. In particular, Alto does not warrant that calls will not be dropped; GPRS connections will not be lost; that the transmission of data calls will occur at any particular speed or time; or that all traffic (including certain bandwidth capacities) can or will be transmitted by the Network; or that there will be absolute protection of its Network against unauthorised access or interception.
 

16. Subject to this Agreement, Alto shall exercise such reasonable skill and care in the provision of the Products and/or Services as may be expected of a reasonable mobile communications provider.
 

17. We may, from time to time and without notice, change the Services and Products in order to comply with applicable safety, regulatory or statutory requirements, provided that such changes do not materially affect the nature or scope of the Charges for the Services and Products.
 

18. We may modify or suspend the Services wholly or partially without notice where such modification or suspension is deemed necessary by us (e.g. for maintenance, upgrading, security, emergency or other valid reasons) or by an authorised authority. All reasonable efforts shall be made to minimise such Service disruptions however, some interruption may be inevitable. We will notify you where and as soon as it is practicable to do so.
 

19. International Roaming.
 

19.1 For International Roaming, the overseas networks on which we rely to support the Service while you are abroad may be limited in quality and coverage which we have no control over. Access to these overseas networks will depend upon the arrangements between the Network and the foreign operators. We therefore offer no guarantee of access to International Roaming or the Services while abroad. If you use Services from a country outside the UK your use of the Services may be subject to different laws and regulations applying in that country. Alto is not liable for your failure to comply with those laws or regulations. You also have to pay for receiving calls, including for the International components of such calls, when you are using International Roaming.
 

19.2 From the 13th June 2017 Communications made from a European Economic Area (EEA) country to another EEA country are charged at domestic rates. Data usages is also charged within the EEA as if you were in the United Kingdom. If you are using a bundle, communications will be deducted from your bundle. For some bundles the use of data allowance while roaming in the EEA might be subject to a fair use policy.
 

20. Without prejudice to any other provisions of the Agreement, we reserve the right to:
 

a. issue such reasonable instructions concerning the use of the Services as may be necessary in the interests of safety, quality of Services, other customers or telecommunications services as a whole, or for any other reason we deem sufficient; and/or
 

b. block certain numbers from the Services, International Roaming; and/or disconnect the Services and Products on a temporary or permanent basis where there are reasonable grounds to suspect fraudulent, AIT or GSM Gateway activity or where we would suffer direct loss as a result of any use of the Services.
 

21. Use of Products and Services is limited to fair and reasonable use as defined by us from time to time. Our Services and Charges assume fair and reasonable use of the Service by you. In the event of the usage being in excess of the terms of the Agreement, we reserve the right to review the Charges applied to your Account or to suspend or terminate the Services offered to you.
 

22. We reserve the right where deemed necessary by us to alter the mobile telephone number designated to your Alto SIM Card, or any other name, code or number associated with the Services, subject to reasonable notice to you in the circumstances.
 

23. Certain types of calls are not offered as part of the Services. Special rate services (i.e. non-geographic numbers in the UK starting 08 to which non-standard prices apply) are not available unless requested through Customer Services.
 

23 bis Calls and SMS made to Premium Rates Services are limited to a maximum of £40 per call and to a maximum of £240 per month.
 

24. All incoming voice calls which are not answered or which are received when the Product or Services are busy, switched off or out of coverage will be automatically diverted to the Alto voicemail Services where you have activated them. This functionality cannot be altered. In the interest of other users, we limit the number and duration of the messages that can be left on your voicemail service. Please note that the confidentiality of messages cannot be guaranteed and you should take reasonable steps to secure or delete your messages. You must not record any abusive, obscene or hoax messages likely to cause offence to other people, including any Alto employees; nor may you allow others to do so.
 

25. We always display or disclose the Customer’s telephone number where we are obliged to do so by law.
 

26. For SMS services, a standard text message is 160 characters long. Some Handsets permit you to send a SMS that is longer than the standard size. Where this is the case, the message will be divided up by us into the required number of texts required to convey your full SMS message. Each one of these SMS will be charged at the standard rate. Receiving international and UK standard SMS whilst in the UK is free. Premium Rate Services; SMS sent and received whilst abroad; reverse charged SMS; text messages sent to a non-UK based phone; and/or long text messages, are not included in the standard rates and therefore additional Charges may apply. The cost for sending a text message is deducted from your Account shortly after it is sent. Delivery of any given SMS cannot always be guaranteed.
 

27. With Alto MMS you can send long text messages, picture messages and video messages. A long text message, picture message and video message is limited to a maximum size of 300 kilo bytes. If a message contains multiple media items, you will be charged for the most expensive item in the message, for example, if you send a message containing a picture and a video you are charged the price applicable to a video message. Messages sent whilst abroad, premium rate and reverse charged MMS are not included in the standard rate and therefore additional Charges may apply. Please note that not all Handsets can send and receive MMS.
 

28. Where we have provided you with your Handset, it is likely to be locked to the Network. You must not insert the SIM Card of another operator into a Alto Handset without first using an unlocking code (which is not your PIN code). Upon request and subject to an Administration Fee we will provide an unlocking code to our Handsets. Please note that failure to enter the correct unlocking code for your Mobile Phone may result in it becoming permanently blocked.
 

29. The maximum call length available on the Service is 23 hours, 59 minutes and 59 seconds.
 

30. At our discretion, we may refuse to provide any part of the Services to you. If you feel that your Services should not be barred, please contact the Alto Customer Service on 087 0075 5588.

Customer’s obligations

31. For our Pre-Pay Service to you, you shall pay for such Services by purchasing a Voucher and registering it with us, or by purchasing call time using your electronic top up service, credit service, Credit Card or Debit Card as described in the User Guide(s) or by any other method approved by us from time to time.
 

32. You shall give Alto your correct and current personal details, including your name and current address. You shall also notify Alto of any changes to your personal details without delay via our website, our Customer Services number or by post.
 

33. You shall treat as confidential and store in a safe place all of your security information including your PIN or PUK codes and any other codes and passwords used to access the Services or to communicate with us. You shall not give access to your security information to anyone else. Alto shall not be liable for any loss arising from your failure to keep such information secure.
 

34. You shall inform us as soon as possible if your Handset and/or Alto SIM Card is lost, stolen, damaged, destroyed, and/or likely to be used in an unauthorised manner. You shall co-operate with Alto in our reasonable security and other checks to protect you, your information, other customers, us, our network and Services.
 

35. You also agree that where your Handset and/or Alto SIM Card is lost, stolen, damaged or destroyed or used without your authority, we shall have no obligation to make a refund to you of the credits left on your Account until we have been notified of such circumstances.
 

36. You are responsible for the acts and omissions of any and all persons using the Services and Products sold or allocated via your Alto SIM Card. Without prejudice to any provision of the Agreement, you as our Customer agree that you:
 

a. are wholly responsible for the content of the use of the Service, and we are not responsible or liable for any call content, message or other communication sent or received by you or any other person using your Account, SIM Card or Handset (including content which contains a virus or other harmful or unlawful material);
 

b. will not reverse the charges on any telephone call or accept a reverse charged call. This applies even where you loan/give your Mobile Phone with the Alto SIM Card to someone else;
 

c. have no representation or warranty from us as to the quality, accuracy, correctness, completeness or suitability of any call content;
 

d. will not attempt to, actually gain, permit or actively or inactively allow any third party to attempt to gain unauthorised access to the Service and/or Network;
 

e. rely on ,or use, any and all content at your sole risk;
 

f. will not use or permit the use of the Services or the Product for any improper; indecent; immoral; obscene; unlawful; harassing; harmful; unauthorised; defamatory; offensive and/or fraudulent purpose, or to cause any injury, offence or annoyance to any person or to send unsolicited commercial messages to any person;
 

g. will not use or permit any use of the Services or Product, so as to cause the operation of the Network or the quality of Services to be jeopardised, impaired or interrupted or to interfere with the integrity or security of any telecommunications or IT network or system, nor to misuse and/or abuse the Services and/or the Network;
 

h. will only use type-approved Handsets with the Network ;
 

i. will comply with the Agreement and any User Guide(s) governing your Product and/or Service use, and will remain solely responsible for the manner in which these are used;
 

j. will comply with the terms of any legislation or any licence applicable to you as the Customer or us, including all relevant codes of practice as may be issued from time to time by the Government, a regulator or other competent authority;
 

k. will comply with all reasonable instructions or requests of Alto or an authorised authority and/or any other telecommunications operator, in particular as regards the use of the Services and in relation to the investigation of any offences;
 

l. will not, by inciting, encouraging or inducing members of the public to make calls to a particular number simultaneously.
 

37. You will not exploit the Services commercially or to the detriment of Alto. Enterprises affiliated with a Customer are also considered third parties within the meaning of this clause. For the avoidance of any doubt this includes use of the Products and/or Services for the purposes of fraud, AIT or the operation of a GSM Gateway.
 

38. You will co-operate with all reasonable requests made by us relating to the provision of the Services to you.

Pricing

39. The current and binding Charges including Price Lists and Price Plans for Products and Services (including out of Price Plan prices) are published on our website Charges may be amended by Alto from time to time.
 

40. Call Services and the related Charges are quoted and charged by the minute. Therefore the minimum call charge shall be for one minute at prevailing Charges, except for International Roaming Services within the European Union, which are charged by the second.
 

41. If you continue to use the Services after an amendment to the Charges comes into effect, this shall be deemed to be your acceptance of the new Charges.
 

42. Where your Alto SIM Card contains an initial credit and/or promotional credit, this will only be credited to your Account in accordance with the terms and conditions applicable to that offer.
 

43. In the event that you owe us any money and this is not paid when due, we reserve the right to recover this from any credit balance on your Account as held by us, or via subsequent credit added to it. We may charge you interest daily on the unpaid amount at the rate of 2% per annum above the base rate of Barclays Bank from time to time.
 

44. All Pre-Pay prices are inclusive of VAT unless otherwise stated. No separate VAT invoices or receipts shall be issued by us.

Exclusions and liability

45. Our Products and Services are offered on an “as is” basis, and we make no express or implied warranties with respect to the Services, Products and/or any Content whatsoever (including without limitation regarding their satisfactory quality, fitness for a particular purpose, suitability, reliability, timeliness, accuracy, completeness, security or that they are free from error) unless specifically set out in the Agreement. You also recognise that the Service may, from time to time, be adversely affected by events outside our control, including without limitation congestion, network coverage, dropped connections, the performance of wireless enabled devices and the maintenance of a secure network connection.
 

46. If our supply of the Services and Products is prevented or delayed by any act or omission caused by you or any third party, Alto shall not be liable for any costs, Charges or losses sustained or incurred by you arising directly or indirectly from any such prevention or delay. In any event Alto’s liability to you under this Agreement shall not exceed £100.00 in all circumstances.
 

47. Nothing in these terms shall act to exclude or limit our liability for death or personal injury, fraud or any other liability which may not by applicable law be excluded or limited.
 

48. Nothing in these terms affects the statutory rights of you as a consumer. We are not liable for any loss of use, profits or data or any indirect, special or consequential damages or losses, whether such losses or damages arise in contract, negligence or tort, including without limitation to any losses in relation to:
 

a. the deletion, with or without notice or cause, of any of your data or information stored on the Product and/or Services;
 

b. your use of, reliance upon or inability to use our, Product, Services and/or Content;
 

c. any loss of your data or material resulting from delays, non-deliveries, missed deliveries, service interruptions or failure, suspension or withdrawal of all or part of the or Product and/or Services at any time; or
 

d. the removal from the Product and/or Services of any material sent or posted by you on or via the Services and/or the blocking or suspension of your access to the Services or any part thereof in accordance with the Agreement.

Your remedy

49. If you are not fully satisfied with any part of the Services and/or Products, or this Agreement after it is amended, your sole and exclusive remedy is to discontinue Using the Services, or where you have paid us for any element of the Services and/or Product, to seek a pro-rata refund as outlined in the Agreement for the cost of that element which has caused dissatisfaction. You are not entitled to a refund where we have suspended or terminated your access to the Services or Products as a result of breach of the Agreement by you.
 

Intellectual property rights

50. Any and all names, trademarks, copyright, brands and logos of Alto belong or are licensed to us as Intellectual Property (“IP”) and shall remain with us at all times, along with any related title and goodwill attached to them. You may not copy Alto’s names, trademark, pictures, brands and logos, or copy any of Alto’s manuals or documentation.
 

51. You may not copy any of the items incorporating the IP and supplied to you which incorporate the IP. If a Product is disconnected from the Services or if we change the IP, you must either destroy the SIM Card or return it to us, as requested by us. If it is not returned, you must pay for the SIM Card (or its replacement) at the price stated in the Price Plan at that time. 52. Alto grants you as a Customer a revocable, non-transferable and non-exclusive right to use the IP related to the Products and Services provided by Alto strictly for the proper use of the Services or Products, in accordance with, and for the duration of, the Agreement. Alto or its licensor fully retain the rights to all corresponding IP rights. If you infringe the IP rights of third parties and Alto is held liable, you shall hold harmless and indemnify Alto in full against any such claims.

Data Protection

53. Alto collects and process personal data in accordance to the European Union General Data Protection Regulation (GDPR).  By means of the present Terms and Conditions we notify you about the collection of personal data in connection with the use of the services as set out in Article 13 of the GDPR.  For more details about the collection of personal data in connection with the use of the services please review our Privacy and Cookies Policy.
 

54. Your personal data includes, but is not limited to, the following information which is provided by you directly and via your use of the Products and Services:
 

(a) We collect your personal information in order to be able to provide you with our products and services.
 

(b) We collect and process customer data and other type data for the purpose of content design, modification or termination of a contractual relationship with you;
 

(c) We collect and process traffic data for the purposes of construction, maintenance of telecommunications and the establishment of further connections;  
 

(d) We will not record your personal information in any directory or information service, whether it is owned by us or by a third party, unless you request such registration. If you would like your personal information to be included in a directory, please contact Alto Customer Service. If you have requested such registration, we will provide such personal information to publishers and directory inquiry providers in accordance with GDPR guidelines.
 

The legal basis for the collection and processing of personal data referred to in points (a) to (d) is GDPR Article 6 (1) (b), since the processing is necessary for the performance of a contract between Alto and you.
 

(e) We offer you the chance to receive direct product information and newsletters from Alto by e-mail and / or SMS and / or by phone call. For this, we need your e-mail address and / or your mobile phone number.   We may use your e-mail address, which we have obtained in connection with a contract for the provision of telecommunications services, for the direct marketing of your own similar goods or services, provided that you have not objected to the use. The legal basis for this use is Article 6 (1) (f) of the GDPR, as the processing is necessary to safeguard the legitimate interests of Alto. The legitimate interests pursued by Alto are the promotion of products and services to customers.  In addition, we collect and process your e-mail address and mobile phone number for the purpose of sending Alto direct mail, product information and newsletters by e-mail and / or SMS, as well as advertising calls from Alto, provided that you have given your consent, Alto may store and use the e-mail address provided by you and your Alto mobile phone number. Your consent will be logged and you will be able to retrieve the content of the consent and this notice at any time.
 

(f) At your request, we will transmit your personal data (name, address, e-mail address and mobile phone number) for the purpose of sending advertising and product information from Alto cooperation partners by e-mail and / or SMS, provided that you have given your consent. For this purpose, Alto may store, use and transmit to a cooperation partner the data provided by you, namely name, address, e-mail address and your Alto mobile number, and these partners may use this data for the purpose of sending advertising and product information. Your consent will be logged and you will be able to retrieve the content of the consent and this notice at any time. The legal basis for the processing of these personal data is your consent, Article 6 (1) (a) of the GDPR.
 

(g) We do not collect and process personal information from children under the age of 16 and our services are not directed to children under the age of 16. Regardless, in the event personal information about children is required to be collected in response to the offering for specific Alto campaigns, corresponding parental consent should be requested before the offering of any products and or services.
 

55. You can revoke your consent at any time, please review our Privacy and Cookies Policy for the procedure and for information on how to exercise your rights as data subject. In addition, e-mail advertising can also be canceled by clicking on the link at the end of the e-mail. Regarding advertising by text message and phone calls, the revocation could be made by SMS from the Alto SIM card with the keyword STOP.
 

56. International transfers of your personal data outside the EEA is subject to your prior consent. Please review our Privacy and cookie Policy for more information about personal data international transfers.
 

57. Our Data Protection Officer (DPO) is the primary contact between you and Alto for any personal data related matters. Please review our Privacy and Cookies Policy for DPO contact details. 

Force Majeure

58. Where events, circumstances or activities outside of Alto’s reasonable control result in any delay, interruption or failure to provide the Services to you, we are not be liable to you. This includes but is not limited to: Network failure, failure of third party networks, services suspension dictated by our Network supplier in order to carry our repairs, maintenance or updating, or where we are required by lawful authority to interrupt our Service and where required by law or in order to protect you against any possible harm.

Pre-Pay termination

59. For Pre-Pay Services, you are entitled to terminate this Agreement at any time by informing Alto.
 

60. If you do not use the Pre-Pay Services to carry out at least one chargeable activity ( make a call, send a text or use data) with your Alto SIM for a consecutive period of 90 days, you will lose any top up credit or outstanding balance remaining. To continue using our services, you will need to make a top up or add a plan online or with a voucher in-store. 
 

61. You can request for a refund for up to 180 days from the last chargeable activity ( call, texts or data usage) made with your Alto SIM as shown on your Account.
 

62. If your do not use the Pre-Pay services to make at least one chargeable event for a further consecutive period of 365 days, this agreement will be deemed terminated by you, the service will be disconnected and the SIM will no longer be available for further use. 
 

63. Upon termination, your right to use the Alto SIM card and any number(s) associated with it also terminates. 
 

64. We are entitled to terminate this Agreement for Pre-Pay Services subject to notice for due cause, or immediately where the Customer is in breach of its obligations under this Agreement such as, but not limited to: where the Customer is suspected of involvement in fraud, operating a GSM Gateway; to generate AIT; or gross negligence.

Changes to this Agreement

64. We reserve the right to change any and all terms and conditions of the Agreement at any time, where such changes are in favour of you as a Customer.
 

65. Furthermore we also reserve the right to make incidental changes to this Agreement where required to do so to comply with legal, regulatory or tax changes, for circumstances otherwise outside of Alto’s control or for minor changes incidental to the operation of the Agreement. Such changes can be made by us immediately and without any notice other than by publication on our website.
 

66. We reserve the right to make material changes to any and all terms and conditions of this Agreement (including the Price List) subject to 30 days’ notice. Such notice will be given by publication on our website and we will use additional means of notifying you of any such change including SMS outbound phone calls, emails and general advertisements. You may terminate the Agreement prior to the implementation of any such change. Should you continue to use the Product and/or Services after the entry into force of the new Agreement terms, the new terms and conditions of the Agreement are deemed accepted.

Governing Law and dispute resolution

67. This Agreement and the supply of the Products and Services is governed by the laws of England and Wales, and the English courts have exclusive jurisdiction in respect of any dispute arising out of the Agreement, unless we require a court order or injunction against you in another jurisdiction.
 

68. Where any dispute relates to our Code of Practice, you must first raise a dispute with us by contacting Customer Services first. If you are dissatisfied with our final dispute response, you may lodge a dispute with the Independent Dispute Resolution body for telecommunications, Communications Ombudsman. The details of raising such a dispute may be found at 
https://www.commsombudsman.org/

Communications Ombudsman contact details 
 

Phone: 03304401600 | Textphone:03304401615 | Email : enquiry@commsombudsman.org

Post : PO BOX 730| Warrington| WA46WU

Assignment

69. Without notice to you, the Customer, we are entitled to transfer this Agreement to another communications provider or person capable of providing equivalent Services to you at any time.
 

70. For Pre-Pay Services, you may transfer the rights and obligations arising from this Agreement to third parties only by Registration of the new Customer taking possession of the Products and subject to the prior written consent of Alto at our absolute discretion. In completing Registration with us, the new Customer is deemed to have accepted the terms of this Agreement and all liabilities (e.g. debt) associated with the Services and Products in question.

No third party rights

71. No term of this Agreement is enforceable by any third party who is not a party to this Agreement under the Contracts (Rights of Third Parties) Act 1999.

Waiver

72. No failure or delay by Alto in exercising any right, power or privilege under this Agreement shall operate as a waiver of such right, power or privilege unless it is agreed in writing and signed by Alto.

Severability

73. Should any provision or provisions of the Agreement be found to be or become invalid, illegal or unenforceable this shall not affect or impair the validity, legality or enforceability of any other provision of the Agreement provided that this does not materially prejudice Alto’s respective rights and obligations under the Agreement.

Alto SIM Card returns

74. If you decide to return your unused Alto Pre-Pay SIM Card or any other Products you must return it to us within 14 days. Please note the SIM Card must still be attached to the original SIM Card holder. If we do not receive the Products by the required date, if they have been used, broken or if the Products returned are incomplete, then we reserve the right not to offer a refund.
 

75. You are responsible for both the SIM Card and any other Products until they are received by us and subject to satisfactory inspection by us.
 

76. Any and all returns of Alto Products should be addressed and sent at your own expense to: Customer Services (Returns), Alto Mobile Limited, 7th Floor, Import Building, 2 Clove Crescent, East India Docks, London, E14 2BE, UK. Please note that proof of sending does not mean proof of receipt by us and you may wish to send such items by recorded delivery for confirmation of receipt by us.
 

77. Refunds (where applicable) are to be credited to the Credit or Debit card used for the original purchase after receipt of the returned Products.

Refunds

78. If your Pre-Pay Account is in credit, you are entitled to a refund of any money which has been paid into your Account. Any such refund is available at your request within 180 Days after the last call or chargeable use of your Alto SIM Card as shown on your Account records as held by us.
 

79. Where applicable, refunds for any Products are where applicable credited to the Debit or Credit Card originally used for the original purchase after receipt of the returned equipment and satisfactory inspection by us. Please allow up to 30 days for the processing of any such refund.
 

80. This policy operates in addition to any other statutory rights you may have as a consumer.
 

81. Information for customers impacted by service disruption on Saturday 22nd Aug 2020
The 1GB data is for customers on a plan and valid for 30 days from time of it being credited to the customer’s account and cannot be used while in roaming.
For customers on PAYG, calls & texts are free to standard UK landlines and mobiles on Saturday 29 Aug 00.00 – 23.59 hours BST.
 

• Calls made to standard UK landlines, mobiles & voicemail on 29th Aug will not be charged from your PAYG balance.
• Texts (SMS) sent to standard UK mobiles & landlines on 29th Aug will not be charged from your PAYG balance.
• Calls and texts to premium numbers will be charged as per applicable rates from your PAYG balance.
• A fair usage limit of 1000 UK minutes and 1000 texts will apply.
• These free minutes and texts will be not be applicable while in roaming.

These are the specific terms (Specific Terms) related to the mobile service (Service) provided to you by Alto Comms Limited, a company registered in England, company number 10774773, whose registered office is at, 1st Floor 11 Moor Bottom, Honley, Holmfirth, West Yorkshire, England, HD9 6DN and its affiliates (“Alto Mobile”) who supply the Products and Services to the Customer. In this Agreement, “we”, “us” and “our” shall refer to Alto Moibile.

The general terms and conditions (General Terms) which can be found here also apply and are incorporated by reference. These Specific Terms should be read and understood together with these General Terms. Together the General terms and the Specific Terms are collectively referred to as the Terms. If there is a conflict between Specific Terms and General Terms, Specific Terms will in that case apply.

We, as Communication Provider under the Telecommunications Act, are regulated for the supply of some of our Services, including in the following areas:

• by the Office of Communications (Ofcom) for the provision of communication services within the UK; and
• by PhonePayPlus for the supply of premium rate content and services.

By using the Service, you will be deemed to have accepted the Terms. Please note that we may time to time update these Terms. Changes will be posted on our website.
 

1. Definitions of certain words

In these terms when we use these words, they shall have the following meanings:
 

“Additional Services” – any optional or extra service that is not part of the primary communication service and that is added to it if chosen by you.

“Agreement” – the Terms and the rates which can be found on our website.

“Credit” – the amount(s) successfully credited against the Subscription Account

“Equipment” – means a cellular terminal equipment and the SIM Card that is authorised by us for connection to the Network;

“Subscription Account” – the account which records details of your Credit and charges for Services provided;

“Network” – combination of Alto’s infrastructure and the cellular telecommunications system networks supporting the Service;

“Registration” – Alto’s acceptance of your application to register with us for the Service. Register and Registered shall have the same meaning;

“Roaming” – use of the Services when you are connected to a network outside of the United Kingdom;

“SIM Card” – the card containing a microchip provided by us and used with Equipment to get Services
 

2 – Starting date of the Agreement
 

This Agreement starts when we accept your request for Services. You are deemed to accept the Terms when the Subscription Account is first credited, or otherwise use SIM Card to access the Network for the first time.
 

3. Acceptance of the Agreement

By using the Service, you will be deemed to have accepted the Terms
 

4. Additional terms and conditions

Other Alto services may be subject to additional terms and conditions that have to be read together with these Specific Terms. You can find additional terms and conditions to this Agreement on our website
 

5 – Alto Mobile Service

5.1 Mobile Internet access

5.1.1 How to get access mobile Internet
 

The Service is not available in all parts of the United-Kingdom, nor in all other countries.

Internet access through the Network is subject to:

– a positive Credit balance; and/or

– the allowance of a volume of data

If you have no Credit on your Subscription Account and/or if you have no volume of data allowed to your account, you will not be able to access internet. To access Internet via the Network you will have either to top up your Subscription Account with Credit for pay as you go or to choose a bundle plan that gives access to a volume of data.

If you have used all the allowed volume of data provided in your plan or if your plan has expired after its period of validity and you did not use all of the volume of data, you will not be able to access internet. If you have positive Credit balance to your Subscription Account, you will have access to Internet and in this case please see the applicable rates.

5.1.2 Specifications of mobile internet access

In any case, Alto will use its best endeavours to provide Internet access but our ability to do so may be affected by circumstances beyond our control and we will not be liable to you. Therefore, as set out in clause 5.1 “Access to the Network” above, you acknowledge that we cannot and do not guarantee the continuous, uninterrupted or error-free operability of the Internet access.

We reserve the right to manage your use of the Network in order to protect it for the use of all of our customers. We may therefore apply traffic management controls from time to time to protect the Network.

The speed of internet access services on our Network depends on various factors such as

– the environment (ex: high wind can effect RAN network and throughput)

– Handsets and the various software or applications deployed by you

– Events which trigger spike in data in a small sector (ex: football stadium) However, you may expect the following download and upload speed while accessing internet through or Network.

However, you may expect the following download and upload speed while accessing internet through or Network.
 

If you are out of coverage of 4G network, your Equipment will automatically switch to the 3G network and, if you are out of 3G coverage, your Equipment will switch to Edge network. You acknowledge that depending on your Equipment you may have to switch network manually.
 

5.2 – Mobile Data Terms & Conditions

Definitions:
 

Byte: Unit used for measurement of data usage
 

Kilobyte (kB): 1,024 Bytes
 

Megabyte (MB): 1,024 kilobytes
 

Gigabyte (GB): 1,024 Megabytes 
 

Upstream data: Data that is sent from a customer’s device to the network
 

Downstream data: Data that is received by a customer’s device from the network
 

Charging pulse: The minimum amount of mobile data usage that will be used for determining the charge to the customer for data usage.
 

Data protocol: A standard set of rules that allow electronic devices to communicate with each other. These rules include what type of data may be transmitted, what commands are used to send and receive data, and how data transfers are confirmed.
 

Data packet: A data packet is a small unit of data which travels along a specific network path used by data protocols such as the Internet Protocol (IP) or Transmission Control Protocol (TCP).
 

Data packet header: The packet header contains instructions about the data carried by the packet. These instructions may include, amongst other things, the: Destination address (where the packet is going); Originating address (where the packet came from); Data Protocol; Data packet number.
 

Data packet payload: This is also called the body or data of a packet. This is the actual data that the packet is delivering to the destination.
 

DNS: Domain Name System. The Internet’s system for converting alphabetic names into numeric IP addresses. For example, when a Web address (URL) is typed into a browser, DNS servers return the IP address of the Web server associated with that name.
 

Explanation of the flow data over the network, calculation of data usage and charging
 

The flow of data packets over the network occurs in both an upstream and downstream direction (i.e. to and from an electronic device such as a mobile handset). Several different data protocols can be used to transmit the data over the network. Some of these data protocols are more reliable than others such that not all data packets are successfully delivered first time. We calculate your data usage based on the total amount of data that travels over the network, which may differ from the data your device consumes as a result of data packet re-transmission.
 

For example, if your connection drops off or if a webpage experiences an error when loading and needs to be refreshed, these data packets will be re-sent and may count towards your usage.
 

Your data usage will also include any data packet headers as well as the data payload itself. If the data packet being sent or received is encrypted this may also add additional data consumption. The proportion of data usage consumed by the header and payload depends greatly on what application is being used and what data is being sent. Any data usage consumed by the DNS protocol will not form part of your chargeable usage.
 

Data charging and rounding rules

The Roam Like Home scheme is designed for customers who primarily live in the UK and make short trips to other European destinations. To safeguard against abuse, if your EU roaming usage is greater than your usage in the UK over any continuous 120-day period, you will be subject to a surcharge of 0.20p/MB (equivalent to £2/GB) for data. The surcharge is deducted from your pay-as-you-go (PAYG) allowance. You will need to top-up if you don’t have any PAYG credit on your account. Similarly, all our plans and unlimited allowances are subject to fair usage policy.

Unlimited data

Where Unlimited data is included in a plan allowance, there is no data cap, subject to fraud exceptions. All general T&C will apply.  
 

5.3 – Additional Services Terms & Conditions

• Alto may offer Additional Services to customer (such as Roaming). In such case you shall refer to specific terms and conditions that are applying to these services. Additional Services maybe charged to you or be free of charge.
• These Additional Services may be purchased or subscribed by you with the Credit standing on your Subscription Accounts.

5.4 – Reasonable use of the Service by the You.

As stated in Section of 9 of the General Terms and Condition you shall use the service only for reasonable purposes.
 

6. Payment for the Service

To be able to use the Service you need a positive Credit balance on your Subscription Account.
 

To have a positive amount of Credit on your Subscription Account, you may have purchased a bundle that includes Credit. Otherwise, you need to top up your Subscription Account by purchasing and activating a pay as you go voucher.
  

When you top up, Alto will immediately apply Credit to your Subscription Account. The Credit contained in the Subscription Account will be reduced each time you use the Service and/or each time you purchase or subscribe to an Additional Service.
 

If the amount of credit drops below zero You may not be able to access the Service (outgoing calls, text messages nor to access mobile internet). In this case you will need to purchase Credit.
 

If you don’t credit you Subscription Account, for a certain period of time the Service mays be suspended and/or terminated such as stated in Section11.1 of the General Terms and Conditions.
 

You may be able to use its Credit to buy Additional Services from Alto and/or from third parties.
 

If there is an update to your payment method (debit/credit card) and by continuing our service, you consent to Alto immediately retrying the payment with the updated card details. These updated details will be saved for any future payments.
 

7 – Promotions

Alto may from time to time offer promotions to you. In such a case, additional terms and conditions may apply.
 

8 – Access to MyAlto

Alto offers access to MyAlto Service which is an online portal where you may manage your Subscription Account. My Alto Service is subject to the General Terms and Conditions.

9. Your obligations and responsibilities

As Customer and under this Agreement you must comply with the following conditions, which are a fundamental part of this Agreement.

9.1 Registration

You shall Register with Alto. In order to be registered with Alto, you must provide all information reasonably asked by Alto such as identification information. In accordance with Section 11.1 of the General Terms and Conditions we reserve the right to suspend the Service or terminate this Agreement if you do not provide required information and/or in case of inaccuracy of information provided.

9.2 Prohibited use of the Service

You are responsible for the acts and omissions of any and all persons using the Service provided to you.
 

If Alto has reasonable grounds to suspect any of the fraudulent behaviours for reasons as mentioned in, but not limited to, the stipulations of this Section, Alto may at its absolute discretion suspend the access to the Service without notice in accordance with Section 11.1 of the General Terms and Conditions.
 

Without prejudice to any provision of this Agreement you agree not to use the Service:

– for anything unlawful, immoral or improper, indecent obscene, harassing, harmful, unauthorised, defamatory, offensive and/or fraudulent purpose or to cause any injury, offence or annoyance to any person or to send unsolicited commercial messages to any person;
 

– to make offensive or nuisance communications in whatever form, or to make or receive reverse charge calls;
 

– to send, receive, upload, download or otherwise facilitate any material which is offensive, indecent, defamatory, of a menacing nature, a nuisance, a breach of privacy, an infringement of copyright or any other intellectual property right or otherwise unlawful;
 

– to cause the operation of the Network or the quality of the Service to be jeopardised, impaired or interrupted or to interfere with the integrity or security of any telecommunications or IT network or system, nor to misuse and/or abuse the Service and/or the Network;
 

– to access or use content in a way that infringes the rights of others;
 

– otherwise than in accordance with our and any other networks’ policies for acceptable use, and (if appropriate) any relevant internet standards;
 

– not attempt to, actually gain, permit or actively or inactively allow any third party to attempt to gain unauthorised access to our Products or Services and/or Network;
 

– will not incite, encourage or induce members of the public to make calls to a particular number simultaneously;
 

– use GSM gateway, where a device is connected to the Network and used solely for the purpose of directing calls and messages to another network operator (GSM Gateway);
 

– uninterrupted use of the Service through an automatic dialling system
 

– to send mass commercial or non-commercial communications using automated or unautomated systems (spam);
 

– spread virus and/or other code that has contaminating or destructive elements.

You will also:

– comply with the Terms and any user guide(s) or other instructions made available by Alto whether in hard copy or online governing the use of the Service, and will remain solely responsible for the manner in which these are used;
 

– comply with the terms of any legislation or any licence applicable to you as the customer or us, including all relevant codes of practice as may be issued from time to time by the government, a regulator or other competent authority;
 

– with all reasonable instructions or requests of Alto or an authorised authority and/or any other telecommunications operator, in particular as regards the use of our Service and in relation to the investigation of any offences; and

9.3 Obligation of Security

You are responsible for the security of your Equipment which you use to access the Service and for protecting your log-in details and any other credential given to you. We are not responsible for any losses for the uses of your account by another person other than you or for losses arising as a result your failure to use adequate security protections on the device from which you access our Service.

10 – Our Liability

Our Liability is limited as set out in Section 15 of the General Terms and Conditions.

11 – Privacy and Data Protection

The way we process your data is detailed in our Privacy Policy which form a part of this Agreement.

12 – Suspension and Termination of the Service

12.1 Termination on behalf of Alto

Alto may suspend or terminate any or all of the Services you use without notice if:
 

(a) we reasonably believe you have provided us with false or misleading details about yourself as set out in Section 9.1;
 

(b) we reasonably suspect that you are using our products or offers for commercial, as opposed to personal, purposes;
 

(c) we advise you that your excessive use of the Service is causing problems for other users;
 

(d) we believe your Equipment or SIM Card is being used in a way not permitted by this Agreement;
 

(e) you are in material breach of any of these Terms or any other terms incorporated by reference into these Terms;
 

(f) we reasonably suspect fraud or fraudulent activity;
 

(g) we reasonably believe that you have used the Service, for illegal or improper purposes in contravention of our responsible use requirements;
 

(h) we receive a serious complaint against you which we believe to be genuine (for example, if we receive a complaint that you are using the Service in any of the ways prohibited in Section 7.2). If this happens; or
 

(i) we are required to suspend the Service by the emergency services or other government authorities;
 

(j) we determine that your Subscription Account or SIM Card is inactive (for example, made telephone calls, sent text or photo messages, accessed content or the internet or any other Services for which a charge is made);
 

(k) if your account balance drops below zero and you have failed to purchase and activate a pay as you go voucher or otherwise make a payment to us to clear such negative balance.
 

(l) bankruptcy or any insolvency proceedings are brought against you;
 

(m) payments collected successfully are subsequently disputed by your or your card issuer or bank.
 

In case of suspension of the Service, you will still be able to make emergency calls unless they have been suspended by competent authority.
 

If the Service provided to you is suspended, Alto may agree to unsuspend you if you ask us to do so. In this case, charges may apply.

12.2 Termination on behalf of you

You may close your Subscription Account or port out at any time by contacting us.

12.3 Consequences of termination

In case of termination on your behalf or on Alto’s behalf, you will lose the right to use any credit remaining in your Subscription Account. Credit in your Subscription Account is non-transferable and you acknowledge that on closure of your Subscription Account any Credit or user generated content in or related to the Service will be forfeited to Alto. For any unused airtime, you can however contact us and elect to donate your remaining credit to the Alto Foundation
 

13 – Changes to the Agreement

Alto reserves the right to change this Agreement from time to time for any good reason. You be deemed to accept the new terms and conditions of this Agreement by using the Service.
 

Alto will do its best endeavours to notify you of any change of this Agreement. However, we recommend that you frequently check this Agreement for any updates.
 

We can change this Agreement if new laws or rules make it necessary or where We are required to do so by OFCOM or any other regulatory body. We will endeavour to inform you if we have to do this.

14 – Information and Customer Service

Please submit any questions you have about these terms and conditions or an order you have placed or ordering in general by email to info@Altocomms.co.uk, by telephone on +44 (0) 01772558868 between the hours of 8am to 9pm (GMT), seven days a week or write to us at:
 

1st Floor 11 Moor Bottom, Honley, Holmfirth, West Yorkshire, England, HD9 6DN

Last updated 23rd Nov 2022

• 15 – Multiple/ Additional SIMs terms and conditions
• A maximum of 4 SIM’s can be attached to one Alto account
• The Alto account is attached to a single email address, as provided at time of registration of the first SIM on this account.
• A single payment method will be used to charge all SIM’s attached to this account. This will be the credit/ debit card or payment account provided by the customer at time of registering the initial account.
• If the customer delinks a particular SIM or mobile number from the attached Alto account, any plans, top ups and any other Alto products linked to it will not auto renew.
• If you, the customer, remove the payment method linked to your account, all plans, top ups and any other products linked to the SIMs or mobile numbers on this account will fail to auto renew.
• The marketing preferences chosen at time of initial MyAlto registration will apply for all SIMs attached to the account.
• All other general terms and conditions for usage of Alto services apply.

Code Of Practice

This Code of Practice is published by Alto Mobile Ltd (referred to as Alto Mobile in this Code). This code of practice does not remove any of your legal rights as a customer, nor does it form part of a contract between you and Alto Mobile.

1. This Code of Practice aims to provide

An introduction to Alto Mobile, Information on the services we offer, Information on our sales and marketing activities, Information on billing and pricing issues, How to contact Alto Mobile, How to make a complaint, Information on premium rate services, Information on number translation services, Information and contact details for telecommunications regulatory bodies such as Ofcom.

2. Introduction to Alto Mobile

Alto Mobile Limited is a company registered in England with company number 06184980. Our registered office is located at 7th Floor, Import Building, 2 Clove Crescent, East India Dock, London, E14 2BE,UK. Please see our website www.Alto.co.uk/en for further information. Alto Mobile provides mobile telecommunication services within the UK to customers. Its primary area of focus is the United Kingdom. Alto Mobile is committed to making every reasonable effort to supply this Code of Practice in a suitable format, therefore, if you require assistance or a different electronic version, please contact our customer service centre from a landline on 010772558868* charged at 10p for the whole call or email care@Alto.com

3. Our core services and products

Alto Mobile offers a range of Mobile Telecommunication Services. We provide mobile voice and data communications services in the UK, and in other countries through roaming agreements with other mobile networks which our third party network provider uses. Alto Mobile aggregates telecoms traffic and communication solutions to be able to attract economies of scale. These generated savings are passed on to our customers in the form of better value solutions.
 

Below is a brief description of Alto Mobile’s core products and services:
 

Voice calls – Alto Mobile provide a mobile telephony service enabling you to make or receive calls, and to send and receive data by a mobile telecommunications network. These services are available subject to terms of the calling plan you sign up to.
 

Pay As You Go SIM – allows you to make low cost, high quality calls to UK and international landline or mobile numbers, direct from your mobile handset. Calls are paid for by credit purchased in advance by a variety of methods including voucher, ATM, and web payments.
 

Voicemail – allows you to listen to recorded messages left for you by other callers. In the interest of other users, the number and length of messages that can be left on the Alto Mobile voicemail service is limited, and the confidentiality of messages cannot be guaranteed.
 

Text bundles – allow you to pay a fixed charge for a fixed number of text messages. This service is available subject to terms of the calling plan you sign up to.
 

Picture messaging (MMS) – allows you to send messages from one mobile to another. These messages can include text, sound, images and video. It is also possible to send MMS messages from a mobile phone to an email address.
 

Handsets – Alto Mobile offer a range of handsets which can be purchased and used in conjunction with our Pay As You Go SIMs.
 

Allocating your mobile phone number – Alto Mobile will allocate a mobile telephone number for you to use on the mobile network. The number does not belong to you and may only be transferred to another service provider in certain circumstances. Further details are available on request from our customer service centre from a landline on 02070310791* charged at your applicable UK call rate or via email at care@Alto.com.
 

Number porting – you can easily move your current mobile number to Alto Mobile from any of the UK’s major networks including: 02, Everything Everywhere, Vodafone, Three and Virgin Mobile. To move your number when you switch to Alto Mobile you will need to ask your existing mobile company for a PAC (Porting Authorisation Code) before you cancel your service with them. This is the reference number you will need to give us so that we can transfer your number to Alto Mobile.

4. Sales and marketing activities

Products and services are sold primarily through independent retailers or online. When we undertake sales and marketing activities we are committed to giving outstanding service, it is essential that our customers understand the services offered and the contract they are making. We work to the principles within the British Code of Advertising, Sales Promotion, and Direct Marketing, which may be found on the website www.cap.org.uk

5. Contracts Conditions

If you do not use the Pay As You Go Services for a period of 15 months, your contract will be deemed to have been terminated by you. Upon termination for whatever reason, Alto Mobile is under no obligation to refund you any call credit that is on your phone at the date of termination. For more information, see the General Terms and Conditions on our website at www.Alto.co.uk/en/terms-and-conditions

6. Rates

Alto Mobile publishes its prices on our website. If you would prefer a paper copy please contact our customer service centre from a landline on 01772558868* or email care@Alto.com

7. Billing and Payments

Alto Mobile takes invoicing seriously. When invoices are prepared they are checked against contracted pricing and, where relevant, the recorded usage to ensure the invoice has been calculated correctly. Purchases or other charges from 3rd parties will be detailed as a “Data Content Purchase”. All payments are made to Alto Mobile Ltd. You can also view your call activity from your MyAlto account. You can request a paper list of calls you have made to be sent to you by post, but Alto Mobile will request a one off payment of £10 for each hard copy bill posted (6 Months only) or a one off payment of £5 for each electronic call history copy via e-mail.

If you have a query or need advice, information or assistance on pricing please contact our customer services centre from a landline on 02070310791* charged at your applicable UK call rate or email care@Alto.com. Should your request require escalation, it may be forwarded to our Accounts team for resolution.

8. Compensation or refund policy

Refunds (where applicable) will be credited to the card used for the original purchase after receipt of the returned equipment and satisfactory inspection by us. Please allow 30 days for the refund.

9. Privacy and Data Protection

We know that privacy is very important to our customers and we aim to respect and protect that at all times. Please read our privacy statement available on our website . We may collect personal information about you from various sources. These may include:
 

The customer agreement, i.e. the agreement that you accept when you take a service from Alto Mobile – this may include your name, address, other contact details and banking details.
 

Details you give if you contact us with an enquiry.
 

Direct marketing organisations.
 

Other publicly available sources such as the electoral roll.

Alto Mobile is registered under the Data Protection Act and takes all reasonable steps to ensure there is no unauthorised access to your personal data.
 

We may use the personal data we hold to promote our products and services but we will not pass them to any third party organisations for marketing purposes unless you have authorised us to do so.
 

In some circumstances we may supply information to organisations such as the police and other governmental agencies where the law requires us to do this.
 

We may record phone conversations for training purposes or to provide evidence of a transaction.
 

If you wish to know what personal information we hold on you, you can get this by writing to: Data Controller, 1st Floor 11 Moor Bottom, Honley, Holmfirth, West Yorkshire, England, HD9 6DN.

You may wish to stop unsolicited telemarketing calls from other organisations. If you register with the Telephone Preference Service (TPS) this may prevent some of these calls. The contact details for the TPS can be found in the useful contacts section below.

10. Customer Services

Fault Management

We aim to provide you with all the help you need to understand how to use the services and to help you with any technical problems you may experience. We intend to resolve faults as soon as reasonably possible. If you have any technical questions simply call us from your Alto number on 5588 (free) or by a landline on 0207 031 0791* (you will need to check with your landline service provider to find out their call costs for  UK landline numbers). If you do not want to call you can also email care@Alto.com or visit www.Alto.co.uk/en/contact-us
 

Faults can occur on the Alto Mobile network, or on one of our suppliers’ networks or equipment. If a fault is reported during normal working hours ( 9:00 am – 6:00pm Monday to Sunday) , Alto Mobile will try to establish the location and cause of the fault straight away.
 

If you are not satisfied
 

We are committed to providing you with excellent customer service. However, in the event that you are not satisfied with the manner in which we are handling an issue that you have brought to our attention, we have a comprehensive complaint handling procedure, which includes escalation to independent agencies in the event that you are unhappy with the outcome of a complaint.
 

When you call a customer service consultant will try to solve the problem a quickly as possible, preferably during your phone call and where this is not possible, will agree a course of action with you. Invoicing queries may take a little while to resolve.
 

If you are not happy with the response you receive you may ask for the matter to be referred to the appropriate senior manager for further investigation. The matter will be investigated by the appropriate manager and you will receive a response with 3 working days.
 

We believe it is in your and our best interests to try to resolve any dispute without outside assistance, and you may be assured that we will devote sufficient resource to attempting to resolve any issues that may arise between us.
 

If we are unable to resolve your complaint satisfactorily, we will issue a “deadlock” letter so that you may make a complaint to the Communications Ombudsman, an independent alternative dispute resolution scheme (contact details are set out below). Alternatively, if after 8 weeks your complaint remains unresolved you can contact the Communications Ombudsman directly. 
 

To access our complaints code document, please click here
 

Communications Ombudsman contact details
 

Phone: 0330 440 1614

Textphone: 0330 440 1600

Fax: 03304401615

Post:      Communications Ombudsman

P.O. Box 730

Warrington

WA4 6WU

Email: enquiry@commsombudsman.org

Website: https://www.commsombudsman.org/

How to contact us

If you need advice, information or assistance on any products and services or this Code of Practice, please call us from a landline on 01772558868*, email .uk, visit our website at www.Altocomms.co.uk/en/contact-us or write to us at the following address:
 

Customer Services
 

1st Floor 11 Moor Bottom, Honley, Holmfirth, West Yorkshire, England, HD9 6DN 

11. Premium-rate services

Premium-rate services with dial codes starting with 09xx are not available on the Alto Mobile network but 0871 pre-fix numbers are and will be charged at a higher rate than normal calls. They might include

– Recorded information – for example, traffic reports, competitions, voting, chatlines and things that you can download,such as ringtones

– Live services – for example, advice lines.

– The company providing these services is known as a ‘service provider’. Directory enquiry services with numbers that start with 118 are also classed as premium-rate services.

– The extra cost of the call is paid to the organisation offering that particular 118 service. The network operator who gives them the 118 number will also take a share of the price to cover the cost of carrying the 118 calls.

– Information about the charges for calling premium-rate services from a Alto SIM card is given in our price list which is available on the website.

12. PhonepayPlus

PhonepayPlus regulates premium-rate services. It publishes a code of practice that providers of premium-rate services must follow. This includes rules on advertising and promoting premium-rate services.

PhonepayPlus may be able to help you if you’ve a complaint about a premium-rate service. PhonepayPlus (see ‘Other contacts’ for their contact details) regulates the content of premium rate services and how they’re advertised. It’s responsible for investigating complaints about the way premium-rate services are advertised or run, or the way information received using a premium-rate call has been presented. PhonepayPlus can’t give compensation for calls made to recorded information premium-rate numbers. It may be able to give details of the service provider.

13. Number Translation Services

Number Translation Services (NTS) are calls to numbers shown in the National Telephone Numbering Plan as ‘special services’. The National Telephone Numbering Plan is the UK’s list of numbers that Ofcom has allocated to phone companies. The ‘special services’ include:

08 numbers, such as 0845 and 0870.

0500 freephone numbers (but not calls to 0808 99 numbers for flat-rate internet access calls).

070 personal numbers (numbers beginning 070 that are not mobile numbers).
 

Complaints about Number Translation Services

What we can do for you:

We publish charges for Number Translation Services calls on our website and in our published price list.

We can give details of:

Any call charges that apply for calls to freephone numbers, including details of when those charges will apply.

Call charges for NTS calls that vary by time of day (for example, ‘08xx calls cost x pence a minute, including VAT,during weekday evenings’).

We can give new customers information about all charges for NTS calls.

Our advertising and promotional materials clearly show:

The maximum prices that apply to NTS calls.

Where you can find our price list on our website.

Where on our website you can find the complete set of NTS call charges.

14. Some other useful contacts

Communications Ombudsman

P.O. Box 730

Warrington

WA4 6WU

Phone: 0330 440 1614, 0192 543 0049 or 0845 050 1614*

Fax: 0330 440 1615 or 0192 543 0059

Textphone: 0845 051 1513* or 0330 440 1600

Email: enquiry@commsombudsman.org

Website: https://www.commsombudsman.org/

PhonepayPlus (regulator of premium-rate services)

Freepost WC5468

London

SE1 2BR

Phone: 0800 500 212 (8am to 6pm, Monday to Friday)

Website:www.phonepayplus.org.uk

Ofcom (Office of Communications)

Ofcom Contact Centre

Riverside House

Southwark Bridge Road

London

SE1 9HA

Phone: 0300 123 3000 

Website:www.ofcom.org.uk

Telephone Preference Service (TPS)

DMA House

70 Margaret Street

London

W1W 8SS

Phone: 0845 070 0707*

Email:tps@dma.org.uk

Website:www.tpsonline.org.uk

Calls to ‘0845’ and ‘0870’ numbers are charged at a national rate from BT Landlines, other network operators’ charges may vary, calls from mobiles may cost significantly more.

Last updated 8th February 2017

General

We recognise the importance of protecting your personal information in an appropriate manner and processing it in compliance with applicable data protection laws in all countries in which Alto operates.
 

Alto’s general practice with respect to use of your personal information, including how we collect, use and share the private information with others, is as set forth below in this Privacy Policy.
 

Alto consists of all business entities within Alto Group 

What personal information we receive?

We must receive or collect some information to operate, improve, understand, customize, support, and market our services, including when you access or use our services. The types of information we receive and collect depend on which service you use and how you use it.

We may collect or receive from you your personal information as an individual and other information which in certain circumstances may be personally identifiable, for various purposes, such as the following:
 

Why and how we collect and use your personal information

We mainly use your information to provide you with our services you requested, in particular, to:

a) contact you where necessary;

b) complete any order, transaction or agreement you make with us and to process payment made by you;

c) verify your identity and confirm that you are an authorised user of our services;

d) manage crime and fraud prevention;

e) generate market reports and statistical analysis;

f) send alerts and notifications;

g) inform you of updates and new features of our services and our new services;

We may also use your personal information in relation to marketing, improvement or development of our products or services, for reasons of safety and security, or regulatory requirements other than in connection with your agreement or request, we do this on the basis of our or a third party’s legitimate interests, or with your consent.

Cookies and other site data

We collect information from your visits to our websites and your use of our services to help us gather statistics about usage and effectiveness, personalise your experience, tailor our interactions with you, and improve our products and services. We do so through the use of various technologies, including scripts, tags, Local Shared Objects (Flash cookies), Local Storage (HTML5) beacons, and “cookies”.

A cookie is a piece of data that a website can send to your browser, which may then be stored on your computer as a tag that identifies your computer. While cookies are often only used to measure website usage (such as number and duration of visit) and effectiveness and to allow for ease of navigation or use and, as such, are not associated with any personal information, they are also used at times to personalise a known visitor’s experience of a website by being associated with profile information or user preferences. Over time this information provides valuable insight to help improve the user experience.

Cookies are typically categorised as “session” cookies or “persistent” cookies. Session cookies help you navigate through the website efficiently, keeping track of your progression from page to page so that you are not asked for information you have already provided during the current visit, or information needed to be able to complete a transaction. Session cookies are stored in temporary memory and erased when the web browser is closed. Persistent cookies on the other hand, store user preferences for current and successive visits. They are written on your device’s hard disk, and are still valid when you restart your browser. We use persistent cookies, for example, to record your choice of language and country location.

When visiting our websites or online services, you may have the possibility to set your preferences regarding cookies and other similar site data by using the options made available to you by either your web browser or Alto. If a cookie manager has been implemented by Alto, it will be displayed at your first visit to our website. Using the cookie preferences does not result in deletion of cookies that are already on your device. You can always modify your cookies settings, including deletion of cookies already on your device, on your web browser or device (usually under “Settings” or “Preferences”). Please be aware that if you set your browser or device to disable cookies, certain of our services may not function properly.

Marketing Information

We would like to send you information about products and services of ours and other companies in Alto Group which may be of interest to you. Some of the information may be personalized for you based on the information received about you and your preferences, in order to ensure the best customer experience and the adequate and results-efficient marketing. If you have consented to receive marketing, you may always opt out at a later date. You have a right at any time to stop us from contacting you for marketing purposes or giving your information to other members of Alto Group.
 

 If you no longer wish to be contacted for marketing purposes, you can always change your preference in your account under MyAlto section of our website, contact our customer service here or unsubscribe by clicking on the unsubscribe link or follow the instructions provided in an email or SMS sent to you. Please be aware that although an unsubscription request is processed instantly, it can take up to 48 hours to take effect. 

Sharing of personal information

As an international company, we may share information about you with our subsidiaries world-wide and transfer it to countries in the world where we do business in accordance with this Privacy Policy. Between Alto controlled subsidiaries we only grant access to personal information on a need-to-know basis, necessary for the purposes for which such access is granted. In some cases, Alto uses suppliers and business partners located in various countries to collect, use, analyze, and otherwise process personal information on its behalf.
 

Where appropriate, Alto may also share your personal information with selected suppliers and business partners to help us provide you with products or services, or to fulfill your requests.
 

With your consent, Alto may also share your personal information with other third parties.
 

If Alto decides to sell, buy, merge or otherwise reorganize businesses in some countries, such a transaction may involve the disclosure of personal information to prospective or actual purchasers, or the receipt of such information from sellers. It is Alto’s practice to require appropriate protection for personal information in these types of transactions.
 

Please be aware that in certain circumstances, personal information may be subject to disclosure to government agencies and authorities, pursuant to judicial proceeding, court order, or legal process. We may also share your personal information to protect the rights or property of Alto, our business partners, suppliers or clients, and others when we have reasonable grounds to believe that such rights or property have been or could be affected.

International transfers of personal information

The international footprint of Alto involves some transfers of personal information between different subsidiaries, as well as to third parties located in the countries where we do business.
 

In the event, providing you with our services requires transfer of the personal information to non-European Economic Area, we will only perform it with an appropriate level of protection for the fundamental rights of the data subjects, in accordance with the GDPR.
 

We will ensure that all subsidiaries and business partners outside the EEA, process your personal information in accordance of this Privacy Policy. Where required, Alto will implement Standard Contractual Clauses approved by the EU Commission, or similar contractual clauses in other jurisdictions.

How secure is your personal information?

We intend to protect your personal information and to maintain its accuracy. Alto implements reasonable physical, administrative and technical safeguards to help us protect your personal information from unauthorized access, use and disclosure. For example, we encrypt certain sensitive personal information such as credit card information when we transmit such information over the Internet. We also require that our suppliers protect such information from unauthorized access, use and disclosure.

As an example, we store your personal data on computer systems with limited access that are located in facilities to which access is limited and fully secured

Please be aware that communication over the Internet is not always secure even when encrypted. We are not responsible for any unauthorized access or loss of personal data that is beyond our control.

You are responsible for security of your personal information, such as your login details or personal information shared with us over Internet.

How long do we store your personal information?

We will not retain personal information longer than necessary to fulfil the purposes for which it is processed, including providing you with our services, the security of our processing complying with legal and regulatory obligations (e.g. audit, accounting and statutory retention terms), handling disputes, and for the establishment, exercise or defence of legal claims.

Your Rights

You can request to access, update or correct your personal information. You also have the right to object to direct marketing and to our processing of your information where we are performing a task in the public interest or pursuing our legitimate interests or those of a third party.

If the processing of your personal information is subject to the UK General Data Protection Regulation (“GDPR”), and your personal information is processed based on legitimate interests, you have the right to object to the processing on grounds relating to your specific situation.

Under GDPR you may also have the right to request to have your personal information deleted, erased or restricted and ask for portability of your personal information. For more details contact DPO@Altocomms.co.uk .

Please be aware that the rights granted to you may be limited or superseded by applicable law and Alto’s legal and regulatory obligations. Some personal information is also required to provide you with our services.

Depending on the service you use, you may modify some of your personal information in your account under the “MyAlto” section of our website and in case of Alto mobile applications – under the application settings.

Children’s Information

Unless otherwise indicated, our websites, products and services are not intended for use by children. We do not knowingly collect personal data from users who are under the age of 16.

Any personal information of a child under the age of 16 must be provided to us only subject to the parent’s or guardian’s consent.

Links to third party websites

To allow you to interact with other non-Alto websites on which you may have accounts (such as social media sites) may provide links or embed third-party applications that allow you to sign up, login or post content from our websites.

Your use of these links and applications is subject to the third parties’ privacy policies, and you should become familiar with the third-party sites’ privacy policies before using the links or applications. Alto is not responsible for the privacy practices or the content of those other websites.

Right to make a complaint

In the event you consider our processing of your personal information is not compliant with the applicable data protection laws, you can file a complaint:

• Directly with Alto by contacting us
• With the competent data protection authority. The names and contact details of the Data Protection Authorities in the United Kingdom

Changes to our Privacy Policy

From time to time we may update this Privacy Policy. When making changes to this Privacy Policy, we will add a new date at the top of this Privacy Policy. If we make material changes in the Privacy Policy that affect your rights, we will notify you with a service announcement in your account, on our website or by sending email to your primary email address, and as otherwise required by applicable law.
 

Contact Us

Questions about this Privacy Policy or about Alto’s handling of your personal information should be sent to the Group Data Protection Officer. You can submit your request either by writing to the DPO at

Alto

DPO

1st Floor 11 Moor Bottom, Honley, Holmfirth, West Yorkshire, England, HD9 6DN 

or emailing directly:

dpo@Altocomms.co.uk

This policy was last revised 25th October 2022