PhoneCity DIRECT

Cashback Redemption Procedure
- Conditions
  - You must purchase an eligible contract from Phone City Direct. Only handsets connected and purchased at the promotional period are eligible for Cashback or a Free Gift.
    Free Gifts on T-Mobile upgrades shall be honored subject to you complying with the T-Mobile agreement (conditions version 54). We operate a stringent no exchange policy on free gifts.
  - We cannot except exchange requests on free gifts if we have not received adequate notice prior to the dispatch of goods. It is at our sole discretion to accept exchange requests. All requests must be put in writing within 3 working days to our head office. We cannot accept any liability on mail having been lost in the post.
    Gifts accepted back as exchanges are subject to our sole discretion and a restocking fee of £30 may apply.
  - The Cashback and upgrade gift offer is subject to status and 12 (18/24 or 36) month contract.
    Cashback is subject to you remaining on the original tariff with the original handset(s) and mobile number(s) connected (or Ported) for at least the minimum term (either 12 or 18 months) of the contract you signed up to. All the monthly bills must be paid in full and on time as well as remain on direct debit throughout the length of the contract.
    • Original bills must be sent in within 30 days.
    • Completed redemption forms must be sent with every stage.
    • The redemption forms may be downloaded here
    • Refunded contracts are not eligible for Cashback.
    • Cancelled or disconnected contracts are not eligible for Cashback
    This is how it is all worked out!
    Phone City Direct have made Cashback claims simple. The stages of Cashback claims are simply dependent on how much the value of Cashback is redeemable.
- Cashbacks up to the value of £50 or below
  - Where the full amount of Cashback is less than or equal to £50, it is mandatory to claim back the Cashback in 2 particular stages at months 6 & 8 on a 12 month contract and months 6 & 9 on an 18 month contract.
- Cashbacks that range from £50.01 - £99.99
  - Provided the total value of Cashback exceeds £50 in that it ranges from £50.01 - £99.99, you must claim back in 3 individual stages at months 6, 8 & 10 on a 12 month contract and months 6, 9 & 12 on an 18 month contract.
- Cashbacks that varies from £100 and over
  - In the even that the Cashback is more than £100, it is a prerequisite that you claim back in 4 particular stages at months 6, 8, 10 & 12 on a 12 month contract and 5 stages on an 18 month contract at months 6, 9, 12, 15 & 18.
- How to Qualify for a Free Gift
  - You must send in your third bill within 30 days of the date on the relevant airtime bill. We will endeavor to process your claim and dispatch your free gift within 30 days of receipt of your bills and redemption voucher.
- You qualify for a free gift on T-Mobile upgrades automatically
  - The great news is that you have to do absolutely nothing to claim your free gift on T-Mobile upgrades.
    We shall endeavor to send the relevant gift within 120 days of your Upgrade. From experience most gifts shall be dispatched within 30 days, these include iPods, Bluetooth’s, Accessory packs and so on.
    Our sports gifts can take up to 120 days for dispatch as they are sourced internationally and delivery times are inclined to vary with international trading climates.
    Free gifts are also subject to £6.95 delivery charge.
- What to send in
  - We would like you to send a photocopy of the top 2 sheets of your bill at the months indicated above. i.e., months 6, 9, 12, 15 and/or 18 as appropriate.
    To evade possible errors in the mailing of bills, the month 6 bill will be the airtime invoice dated six months after your connection date. For instance if you signed up in January, the sixth month is July. Consequently we must send your bill dated in July and it must be with us within 30 days of the date of that airtime invoice. This method of calculation applies to all other bill dates.
    Important: The above bills must be sent to us to arrive within 30 days of the date on the relevant airtime bill. Claims that are received after this deadline cannot be processed. We will acknowledge receipt of your claim by email.
  - Below we have listed some frequently asked questions:
    Q: Do I send a photocopy of my airtime bill or the original?
    A: Send a photocopy. Original bills are also acceptable however we are not able to return the original.
    Q: Am I allowed to send a print off from my online billing account?
    A: Yes. This should include your name, date, mobile number and current address.
    Q: Should the claim be sent in by a specific date?
    A: Yes. Your claim must be acknowledged within no later than 30 days of the date on the relevant airtime bill.
    Q: What information does the bill need to show?
    A: All airtime bills sent in to us must clearly illustrate that you are still on the original tariff we connected your handset to, the date the bill was generated as well as the mobile number.
    Q: How long does it take for my free gift to arrive?
    A: Some gifts are sent within 30 days. Others are dispatched within 30 days of receiving your 3rd airtime bill.
  - Please note: You must send all items by recorded or registered post as we cannot be held responsible for lost items or claims that arrive outside of the qualifying time.
- How and when you will receive your Cashback
  - The cheque or payment issued to you will be sent directly to your nominated bank account (at point of connection). It shall be dispatched within 30 days of us receiving your claim provided you are eligible and we can verify the claim. The cheque will be issued in the name of the account holder only. In the event that we are unable to send the payment directly to your bank account we shall send the cheque to your address registered with us.
  - We have listed a few frequently asked questions below:
    Q: What if my bank account is no longer active and/or alternatively want the cheque made payable to somebody else?
    A: The conditions of our Cashback offers are clearly expressed. We will only issue the cheque in the name of the person who took out the airtime contract. We will not make payment to any other account or in any other way.
    Q: How much will I be paid at each stage of the claim?
    A: The Cashback amount will usually be divided into equal value payments every time that you submit your claim. If you unfortunately forget to claim for one of the payments, you may still claim for any that are remaining.
    Q: Can I still claim if I change my address after the sale?
    A: Yes. We will send the cheque to the address if it correlates with the address on the airtime bill you send us.
- Circumstances where the Cashback offer will become void
  - • If you downgrade your tariff within 120 days. Should you decide to change your tariff for any given reason, please ensure that you change it after you have received your bill for month 5. We may honour the Cashback in this instance only. We state this without any prejudice. Network providers may change their tariff downgrade policies from time to time however it is mandatory to meet our tariff downgrade policy. .
    • If your airtime account is not up to date with payments. If you have just missed one or two bills we may honour the Cashback on the basis that you have clear current billing.
    • If the airtime bills sent are not for the same account and in the same name as the one eligible for the Cashback. If your direct debit is cancelled on 3.
    • If your claim is received later than 30 days from the date stated on the airtime bill that you are required to submit. Remember there is only a maximum of four stages of Cashback.
    • If your airtime contract has been disconnected for a reason that puts you at fault.
    • In the unlikely event that the Airtime Provider decides to take back commission for any reason, including but not restricted to tariff downgrade within 120 days and late or non-payment of bills, any Cashback claim will be null and void.
    • We reserve the right to refuse any application that we believe may be fraudulent.
    • If there is a change of ownership and you are no longer the bearer of the airtime agreement. We may consider the Cashback on a case by case basis.
    • If the redemption forms are not sent to us.
    • The Cashback will still stand if minor mistakes are made when filling in the forms. However premature or delayed claims shall be deemed void. We aim to operate fair standards of trade and implement considerate trading terms.
- Sending your Claim
  - If you have a query relating to your Cashback claim and are within the claimable time period mentioned above, you can write in to us or email cashback@phonecitydirect.com or alternatively you can call our Customer Service on 020 8 442 1888. Please ensure we have your correct email address as this is the primary method we will use to contact you.
    Bills and redemption claims should be sent to:
  - Cashback Redemption
    Phone City Direct
    54 High Road
    East Finchley
    London
    N2 9PN
  - Please note:
    Our accounts department only processes claims that are in the bounds of the given timeframe mentioned above. If you are outside this stipulated time period noted, are unhappy with our service(s) and/or wish to make a complaint regarding your Cashback claim then you must write to the Customer Service Team at the same address. We aim to reply to all letters within 28 working days.
- General
  - Due to recent changes in our security procedure we now verify all applications robustly. Phone City Direct reserves the right to refuse or accept applications at its sole discretion. We cannot accept any tax liability whatsoever incurred by an individual or business affiliated with this offer.
    Sending in the correct documents to us is of great magnitude to you the customer as Phone City Direct reserves the right to void incorrect claims. We seek to apply this rule to premature claims (claims that are sent in prior to the claim date) and aged claims (these are claims that fall beyond their claimable period). It is the customer’s responsibility to submit the correct claim.
  - Each and every one of our offers is dependant on the particular tariff, additional and freestanding value added services and/or associated packages. If at all any of these elements are altered before the specified period then your claim will be unsuccessful and a price purchase difference of up to £350 will be charged. The charge may exceed this amount should the purchase price of our goods given to you exceed this amount. This will automatically be debited from your card details supplied at the time of connection. Phone City Direct reserve the right to forward any outstanding debt owed to a third party debt collection agency. If Cashback has been claimed and any of the above subsequently changed, the amount paid in Cashback will be reclaimed by Phone City Direct. We will initiate legal proceedings if unsuccessful in reclaiming any amount mentioned above.
    Phone City Direct will not be held responsible for any network related issues, number porting delays by the network, billing problems or delayed bills received from the network.
    We advise you to retain copies of the bills, as we will not be able to return the original statements. Due to the level of claims received, we cannot confirm receipt. Therefore, when posting the statements you must use Royal Mail Special Delivery.
    We hope to progress and fulfill your claim within 28 working days upon the receipt of the relevant documentation (requirement clause).
  - Cashback will be paid via BACs into your nominated account provided at the time of connection. If you change your account details then you must notify us in writing with each claim that is affected by this change. We do not take any responsibility for any payments made to incorrect bank/building society account where the fault lies with the customer. Phone City Direct holds the right to change the method of payment for Cashback without prior notice. Instructions issued and notified to you by Phone City Direct from time to time form part of these terms and conditions and such variations will be deemed as though present at this time.
  - Please take it upon yourself to substantiate receipt by Phone City Direct after 5 working days. Any Royal Mail Special Delivery items can be tracked at http://www.royalmail.com/portal/rm. Phone City Direct will not accept responsibility for applications lost or delayed in the post.