GOODRAZE MOBILE Terms and Conditions

Effective Date: November 2025

These Terms and Conditions set out the agreement between you and THE GOOD
TELECOM COMPANY LTD, trading as GOODRAZE MOBILE.

By purchasing and using our mobile service, you agree to be bound by these terms.
Company number 13567636
Registered office address : Saxon House John Roberts Business Park, Pean Hill,
Whitstable, Kent, United Kingdom, CT5 3BJ
Website: www.goodraze.com
Email: contact@goodraze.com
Telephone: 0300 131 2882

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1. Agreement Overview

1.1 This agreement includes:

These Terms and Conditions
Our Acceptable Use Policy
Our Pricing and Fair Usage Guide
Any other product-specific terms as presented at time of order
Complaints code of practice

1.2 These apply to all mobile services provided to consumers by GOODRAZE MOBILE using the Three UK network.

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2. Our Services and Network Access
2.1 We provide SIM-only mobile services on a rolling monthly subscription basis. Services include unlimited UK calls, texts, and data, subject to our Fair Usage Policy.
2.2 While we aim to provide a reliable service, mobile coverage may be affected by factors such as geography, buildings, atmospheric conditions, or network maintenance. We do not guarantee fault-free coverage or continuous service.
2.3 International roaming in EU/EEA countries is available with the purchase of an EU Traveller Daily Pass. Without this pass, EU roaming services will not be available. When using the pass, your UK minutes, texts, and data can be used in eligible countries, subject to a 20GB/month fair usage limit. Once the 20GB limit is reached in a billing month, out-of-bundle roaming rates will apply.

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3. Using the Services
3.1 Services are for your personal, non-commercial use only. You are responsible for all activity conducted using your SIM.
3.2 You must not use the service for abusive, fraudulent, unlawful, or excessive purposes. See the Acceptable Use Policy for detailed restrictions.
3.3 We may change your phone number or request SIM returns if required by law or for network security.
3.4 We reserve the right to suspend the service if we have reason to believe that the SIM card is being used for commercial purposes, fraudulently or is having an adverse impact / damaging our network in any way. To maintain network integrity, the
longest single call you can make is 3 hours.
3.5 All services will be sent out with a new number, if you have an existing number, we will provide the opportunity for you to move it over to GOODRAZE MOBILE. However, we reserve the right to change your phone number if needed - if you have
registered with us, we will let you know if this is the case.

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4. Subscription and Payments
4.1 Our service operates on a “card-first” model. Payment must be made via Stripe before we dispatch your SIM. We ask that you register a payment method (e.g. debit, credit card) to pay for any recurring charges, or one-time purchases (e.g. Extras).
We will send a payment confirmation by email each time we take payment for your Plan or Extras.
4.2 Your subscription renews monthly from the date of activation. Recurring payment is taken automatically using your saved card.
4.3 If payment fails, you have 48 hours to update it. After this, we may suspend your service until payment is successfully processed.
4.4a You must purchase an add-on before you can use any service not included in your Unlimited Plan. This includes roaming outside the UK, international calls, premium rate calls, premium rate SMS/MMS, charitable donations via SMS, and recurring subscription services (such as game entries). All accounts have a £0 Ofcom spend cap by default, which means you will not be charged for any out-of-bundle or premium service unless you have purchased an add-on or explicitly agreed to the charge in advance. Any approved charges will be billed to your saved payment method. If a charge is identified after your monthly bill has been issued, it will appear in the next billing cycle.

4.5 Charity Support Selection and Changes
4.5.1 As part of your plan, a portion of your monthly payment is donated to the
charity you selected at the time of signup.
4.5.2 You may request to change your supported charity at any time by emailing our
Support Team at contact@goodraze.com. Your request must include:

Your full name
The mobile number associated with your account
The new charity name
The charity’s registered charity number

4.5.3 Once we receive your request and verify the details, the updated charity selection will take effect from your next monthly payment cycle. Donations already allocated from previous billing cycles cannot be reassigned.
4.5.4 If the charity you request is not eligible or cannot be verified, we will inform you and request an alternative.

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5. Pricing & Fair Usage Policy
5.1 To maintain quality of service, the following usage limits apply:

Unlimited Data: 750GB/month, after which speeds may be throttled
Business Extra Unlimited Plan: 4,000 UK minutes and 2,000 UK texts/month
EU Roaming: 20GB/month limit before out-of-bundle rates apply

5.2 If we detect excessive, inappropriate, or commercial usage, we may suspend or restrict your service.
5.3 For all reference to out of bundle pricing please refer to: www.goodraze.com/pricing

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6. Cancellation and Refunds
6.1 You may cancel your service within 14 days of receiving your SIM. This is your statutory cooling-off period.
6.2 If cancelled:

 A £5 non-refundable charge for the SIM applies
 Any used days from the date of activation are deducted pro-rata

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6.3 We do not offer refunds outside the 14-day cooling-off period, except whererequired by law (such as in the case of a service failure or where we are at fault). You may still cancel at any time, and your service will continue until the end of the current billing cycle without further charges.

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7. Suspension, disconnection and ending the Agreement
7.1 We may suspend or terminate your service if:
Payment is not made within 48 hours of the due date
You breach these terms or the Acceptable Use Policy
You misuse the network or exceed fair usage in an abusive way
7.2 We will attempt to notify you of suspension or termination but are not required to.
7.3 If you want to end the Agreement, because you simply want to leave us, you can cancel by contacting us. If you wish to port your number to another provider or switch to another provider without a port, it will be valid for 30 days from when it is issued to
you. Your service will switch to the new provider within one working day of you providing your free PAC or STAC to them. When you use your PAC or STAC your Agreement will terminate at the same time your number is ported or your service is
switched. If you do not use a PAC or STAC within the 30-day period, your Agreementwith GOODRAZE will continue. Please note that if you end the Agreement or use aPAC or STAC you may lose the value of any remaining credits or allowances. This
does not affect your entitlement to a refund when your agreement with us ends, asset out in the Refunds section below.
7.4 If we want to suspend our services or end the Agreement.We may suspend our services (in whole or in part, including the provision of equipment if applicable) or end the Agreement if,

you use the services in a detrimental way (see Acceptable Use Policy);
you choose not to use the service for 180 consecutive days. Using the servicemeans purchasing a Plan, topping up or making any chargeable outbound activity;
you breach a fundamental obligation under the Agreement;
you use any of our services in a way that may damage or affect the operation of our network;
you tell us that your mobile device containing your GOODRAZE SIM card has been lost or stolen;
you become bankrupt or make an arrangement with creditors. We may need to suspend our services if asked to do so by regulators or if required by law;

we consider it necessary to safeguard the security and integrity of our network or to reduce the incidence of fraud. We may end the Agreement if we are permanently unable to provide our services to you.
7.5 If we suspend the mobile services because you have chosen not to use them (as defined in 7.4 for 180 consecutive days we will send you a text notifying you that you should purchase a Plan or top up your account or make a chargeable outbound call (but not calls to 191), send a chargeable text or use your data within the next 90 days. If you then fail to do so within 90 days from the date of the text because you have not kept to this Agreement or not used the services for 270 consecutive days, we will disconnect your mobile services and you will lose any credit held on your account.
7.6 If you want to end the Agreement, because you simply want to leave us, you can cancel by contacting us or request to port out at any time – please be aware that you may lose the value of any remaining credits or allowances. This does not affect your entitlement to a refund when your agreement with us ends, as set out in the section “7.8 Refunds” below.
7.7 We will try to tell you when we suspend, restrict or end your use, but we do
not have to.
7.8 Refunds. Up to 60 days after your agreement with us ends, you may request a refund of any unused credit or wholly unused. We will not provide refunds for any partially used bundles or any expired bundles. This does not affect your statutory right to change your mind about your purchase within the 14 day cooling off period – please consult our Returns Policy for more information. Your right to a refund may be subject to you passing appropriate checks in place to combat financial crime.

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8. Changing Services or Terms
We may change your Agreement, our services or charges at any time in order to do one or more of the following:
8.1 Change the way in which we provide services to you (for example, allowing you to call a new category of number with your phone plan);
8.2 Change the structure of our services, charges or equipment (where applicable);
8.3 Change the amount payable for part of the services, including without limitation additional services (for example, we may change the amount payable for certain types of calls if our international partners increase their costs);
8.4 Remove and/or replace some or all of the equipment where applicable;

8.5 Place limits on the way you use our services (for example, if we suspect that you have committed an illegal act while using our services);
8.6 Stop providing all or part of the service to you;
8.7 Additional services. We may increase the charges for an optional additional service that does not form part of the main service. Charges for additional services may change from time to time and may be outside of our control. We’ll notify you of
these changes unless the services are offered by a third party; or
8.8 Out of bundle services (for example roaming, international calls). We may increase charges for out of bundle services at any time.
b. We are also entitled to make the following changes to the Agreement, our services or charges (together, the “Permitted Changes”):

We may make administrative or technical changes;
We may make changes that have no negative effect on your use of the
service;
We may make changes that are to your benefit;
We may provide new features of the service to you;
We may maintain or improve the services we provide;
We may clarify the Agreement so it is easier to understand;
We may make changes required by: a. applicable laws; b. regulations; c.
codes of practice; d. a regulator; or e. a court of competent jurisdiction;
We may reflect a change in the way we organise and/or operate our business;
or
We may reorganise where certain terms of the Agreement are set out.
c. We don’t know what will happen in the future, so we may need to change your Agreement, our services, or charges for a reason other than those specified above in part a) and b).
d. If we make a change to the Agreement, the services or the charges which (i) has a negative impact on your use of the service (in our reasonable opinion) and (ii) is not
a Permitted Change, as set out above, you will have a right to leave your Agreement. If that’s the case, we’ll usually give you at least 30 days’ notice but sometimes it might be less than that if we are prevented from giving you notice for legal or regulatory reasons. To exercise your right to leave, you’ll need to tell us within that 30-day period or sign into your account anytime, go to ‘plans’ and stop your plan. If you take no action within 30 days of us telling you about the changes you’ll be considered to have accepted those changes

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9. Acceptable Use Policy
9.1 You must not:

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Use the service for spamming, automated calling, or mass messaging
Use more than the fair usage limits provided
Access or distribute illegal or harmful content
Interfere with network operation or security
 

9.2 Breaches may result in restriction, suspension, or termination of service.

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10. Privacy and Personal Data
10.1 We process your personal data in accordance with applicable data protection laws. Please refer to our Privacy Policy at www.goodraze.com/privacy for full details.

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11. Customer Support and Complaints
11.1 You may contact us via:

We aim to resolve complaints quickly and fairly we will acknowledge complaints within 2 working days with an aim of resolution in 8 weeks.
Email: contact@goodraze.com
Telephone: 0300 131 2882
11.2 If we cannot resolve your complaint within 8 weeks, or we issue a “deadlock” letter, you may escalate to our ADR scheme:
Ombudsman Services: Communications
Website: www.ombudsman-services.org
Telephone: 0330 440 1614

11.3 We offer priority fault repair for vulnerable customers.

Bills and key documents can be provided in large print, Braille, or audio on request.
Please contact us to register accessibility needs.

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12. General
12.1 This agreement is governed by the laws of England and Wales.
12.2 We may transfer this agreement to another provider if your rights are not negatively impacted.

12.3 Liability. We’ll not be legally responsible to you for any loss or damage that is not directly caused by us or which we could not reasonably expect at the time we entered into the Agreement with you, for example, loss of income, business, profit,
savings and missed opportunities claims.
12.4 Transferring the Agreement. We may transfer this Agreement to anyone at any time provided doing so does not adversely impact your rights under the Agreement. You’ll need to get our permission before transferring the Agreement and the person
you are transferring to will need to pass our credit check.
12.5 Your number. When you use your mobile device, your number may be shown to the device being contacted. Your number will always be shown if you contact 999 or 112. Emergency calls to 999/112 are free of charge and available to all customers
(subject to network availability)

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THE GOOD TELECOM COMPANY LTD
Trading as GOODRAZE MOBILE
Registered in the UK

End of Terms