If your old phone is worth more than your remaining contract, you’ll get the extra value back. If it’s worth less, you can still upgrade early – all you need to do is pay the difference.

We aim to be as transparent as possible with pricing. Once you have identified your device and told us what condition it is in, the quote for the value of the device that we offer is guaranteed for 14 calendar days. If our assessment differs from your own, we’ll contact you immediately with the new price.

After confirming your Trade up with our sales team, you will receive a jiffy bag within 2-3 days. You then have 14 days to return your old phone. For higher value items, we would strongly recommend using Royal Mail’s Special Delivery service.

Please allow 2-3 working days for Royal Mail to deliver your device to us. We’ll send a text to you the day we receive it. In some cases delivery can take longer, so if you don’t hear from us within 5 working days of sending, you should contact Royal Mail on 0845 774 0740.

If you don’t want to accept our revised value you can ask us to return your device. Should you choose not to accept the revised offer and decide not to continue with your new device you have 14 days from the date you reject the revised value or after the expiration of 5 days from the date we sent the revised value to return your new device to us and cancel the contract for your new device.

To allow time for your Trade Up Order to be processed, your direct debit date will be moved out 30 calendar days from the date your Trade Up order is placed. You will be notified of any changes to your payment schedule by email.

With Trade Up, if you do not send your old phone back to us, you will still need to pay off the remaining Freestyle amount. This will start a second loan to pay off the outstanding balance of the old phone. For Trade In, if you do not send your old phone back to us, you will still not recieve any cash back. Your new phone will not be affected.

It will either be recycled (broken down into bits that are then recycled) or reused (refurbished and sold to auction houses or insurance companies). The Terms and Conditions can be found here.

If you’re not sure you can find this under the battery, or type in *#o6# to find your IMEI number.

We subscribe to the Recyclers Code of Practice because we only want to provide a service to legitimate phone owners. If your device is identified as lost, stolen or blocked when we run our checks we won’t process your order until the block has been removed. Should this happen you will receive an email detailing how to resolve this through CheckMEND.

Before deleting any data please ensure that any data you wish to keep is saved elsewhere. A factory reset will erase all data on the phone usually. You should also ensure the device doesn’t have PIN codes and applications such as ‘find my phone’ are disabled.

If you purchased an iPhone 7, iPhone SE, iPhone XR, iPhone 11 or iPhone 11 Pro between 16th October and 8th November 2020, you can claim up £50 in addition to the value of the handset you trade in. If you purchased an iPhone 12 or iPhone 12 Pro between 16th October and 8th November 2020 you can claim up £100 in addition to the value of the handset you trade in. You’ll receive an SMS from us 21 days after you receive your new handset, along with your unique redemption code and instructions on how to redeem your cash back.

Yes, the device you are trading in will need to be reset and for iPhones must have the ‘Find My iPhone’ function disabled. This is essential as the device cannot be accepted with this still active and will impact the value. For help removing this please refer to the Apple Support website.

Data Rollover: Unused data from your inclusive monthly allowance will be added to next month’s allowance (Rollover Data). Rollover Data is used ahead of your monthly data. Unused Rollover Data expires at the end of that monthly allowance period. Data add-ons excluded. 4G plans only.

Data-free Messaging on WhatsAapp, & Facebook Messenger & Twitter:  Standard UK messaging (video, picture, audio) does not deplete data allowance. Live video streaming & Voice & video calls excluded. 4G plans only. When monthly allowance via standard data usage is £3/day per GB. We welcome new messaging partners to this service.

Flexible Plans: Change your airtime plan up or down without penalty at any time during your contract. New allowance and price applies from your next monthly billing cycle until you switch again.

Virgin Media Internet Security: New Virgin Media Internet customers only. Registration required. One subscription per Virgin Media customer. Not available on BlackBerry. See onlineshop.f-secure.com for full details. Unlimited devices, after the first 15 devices will need to be registered via F-Secure. £3 per month or annual subscription for £30. See onlineshop.f-secure.com for full details.

For full terms and conditions see f-secure.com/en/legal/terms

General: Phones subject to availability. Each July your Airtime Contract will increase in line with the Retail Price Index rate of inflation announced in the April before. Plans include UK calls to UK landlines (01, 02, 03) & UK mobile networks. Calls & texts to mobiles in Jersey, Guernsey and Isle of Man are not covered by your inclusive monthly usage allowance. UK texts and data only. Speeds experienced will vary by device and location. Tethering and peer to peer file sharing prohibited. Acceptable use policy applies.

Calls to service numbers: The cost of calling 084, 087, 118 and 09 is formed of a combined access and service charge: we set the access charge and the company you’re calling set the service charge. Your access charge for these numbers will be shown on your bill and is currently 36p per minute for Pay As You Go and 45p per minute for Pay Monthly. The service charge will be advertised by the company that you are calling.

Calls to other non-geographic numbers:Freephone calls starting 0800 or 0808 are free from mobiles. Calls to 0500 are free. Calls to 08, 0870 and 070 numbers will cost you up to £2.50 a minute in the UK.

Pay Monthly SIM Only: 12 month minimum contract applies.

Pay As You Go: Customers must have some credit on their account in order to join Big Talk or Big Data & Texts. Joiners’ bonus of free texts and data or free calls valid for 45 days or until used if sooner. Joiners’ bonus applied once per account only. You may not change your tariff without our agreement. Once changed, you may not be able to migrate back to your previous tariff. Top ups made prior to joining these tariffs will not count towards monthly rewards. The total value of top-ups in a month will determine the value of the reward. Free texts, minutes and data are added on the first day of the month following the top-up(s) & are valid for one month or until used if sooner. Minutes are for UK landlines (beginning 01, 02, 03) & UK mobile networks. Texts are person-to-person within the UK (text message delivery notifications excluded.) UK data only. Tethering is prohibited. Calls to 08,0870) & 070 cost up to 41p and £2.50 per min. respectively in the UK. Unlimited Virgin Mobile to Virgin Mobile calls will be added on the first day of the month following the top up(s) and are valid for one month or until used. Registration required - visit virginmobile.com/youraccount. PAYG service terms apply.

Mobile Broadband: Usage amounts given as example only. Credit check and payment by Direct Debit required. 30 day rolling or 12 month contract. If you cancel during the contract you will incur an early disconnection fee. Data bundle is for use within the UK only. Access and speeds are subject to network coverage. Voice-Over-Internet Protocol is not supported. If your use exceeds your monthly allowance you will be charged at the out-of-bundle rate of £2 a day for each day that you use data. Roaming charges apply to your use outside the UK. Pay Monthly terms of service apply. Mobile WiFi device required with upfront fee of £39.99. For full terms and conditions visit virginmobile.com/legalstuff.

Guaranteed next day replacement: Applies to all claims accepted before 6pm Sunday to Friday.

Money back guarantee: Our 14 day Customer Satisfaction Guarantee lets you exchange your joining pack or phone for a different one of the same value or get a full refund, less any airtime you’ve bought. Prepaid packaging will be provided to post it back. Pay As You Go customers will be charged for any airtime used according to our Pay As You Go tariff. Pay Monthly customers will be charged for any airtime used. Calls and texts prior to return will be charged at 31p per minute and 13p per text.

UK’s Best Value Network: Virgin Media awarded "Best Value Network" at 2014,2015 and 2016 Mobile Choice Consumer Awards, decided by public vote among readers of Mobile Choice magazine. Results announced in October each year and valid for one year.

MMS messaging: MMS messages to some providers/networks may be delivered by our partner service BICS and will require the recipient to download the content of the message.

Spending Caps: In line with EU Legislation, spending caps are now available to all pay monthly customers who have joined or re-contracted with Virgin Media on or after 24 September 2018[SO1] . Spending caps can be added when you join/re-contract with Virgin Media and will take effect immediately or from your next bill cycle if implemented at a later stage. Increasing or removing your cap will take effect immediately, but any reduction in spending cap will take effect from your next bill cycle. Any changes will be confirmed via text. Spending caps will not override the credit limit. Upon reaching 80% of your spending cap, you will receive a notification by SMS. Once the spending cap has reached 100%, you will receive a further SMS notification and no further out-of-bundle charges can be applied to your account (in-bundle services and access to emergency numbers will remain unaffected). Usage-related charges (including but not limited to calls or texts to premium or international numbers or roaming outside of the EU) count towards the cap; one-time charges (including but not limited to late payment fees and paper bill charges) do not count towards the cap. View and change your cap through [virginmedia.com]. See spending Cap Policy at virginmedia.com/legalstuff.

Samsung Galaxy Note9 extra £100 cashback offer: Any phone when traded in for Samsung Galaxy Note9. Offer is an additional £100 on the amount that would normally be quoted for trade ins, which depends on make, model and condition of phone. Offer ends 30th September 2018. For terms and conditions and to check the cashback available for your handset, see virginmedia.com/recycle

Samsung Galaxy A6, A8 or S8 & Xbox one S: Receive a Xbox One S Sea of Thieves Bundle (RRP £229.99) and 3 months Game Pass subscription (RRP £23.97) when you purchase a Samsung Galaxy A8 or Samsung Galaxy S8 on a Freestyle Pay Monthly plan. While stocks last. Information correct at publication. Xbox One S Sea of Thieves Bundle and 3 months Game Pass will arrive with the phone. *Game code inside packaging, Stand not included. Download from Xbox Live: ISP fees apply; significant storage required. Xbox Live Gold required to play. 4K streaming with select apps, see Xbox.com. HDR functionality available with supported games and TVs. Game Pass subscription game selection varies over time. Learn more at xbox.com/game-pass. Based on either a 24 or 36 month interest free Consumer Credit Agreement provided by Virgin Media Mobile Finance Limited and a 30 day rolling Pay Monthly Airtime Contract with Virgin Mobile Telecoms Limited. Credit check & payment by Direct Debit required. You must pay off your loan in full in order to upgrade your handset. 0% APR Representative. Prices shown require eBilling. For paper bill add £1.50 per month. While stocks last.

Samsung S8 & Galaxy Tab A 10.1': Receive a Galaxy Tab A 10 when you purchase a Samsung S8 on a Freestyle plan. Save £108 with Samsung S8 and Tab A 10. Based on price drop compared to previous month. Available while stocks last.

Samsung S9 & Galaxy Tab A 10.1': Receive a Galaxy Tab A 10 when you purchase a Samsung S9 on a Freestyle plan. Save £108 with Samsung S9 and Tab A 10. Based on price drop compared to previous month. Available while stocks last.

Samsung Galaxy J3 (2017) & Amazon Dot: When you take a Samsung J3 (2017) on a Freestyle plan, receive a Amazon Dot (RRP £49.99). While stocks last.

Sony Xperia L1 & Sony Google Speaker: When you take a Sony Xperia L1, receive a Sony LF-S50G Smart Speaker (RRP £149). Speaker usually an extra £1 a month. While stocks last. 

Samsung Galaxy J3 with tablet: Receive an Alcatel Pixi 7” WiFi only tablet when you purchase a Samsung Galaxy J3 2017 or Sony Xperia L1, RRP £49.99. Tablet usually an extra £1 a month. While stocks last. Model may vary.

Samsung Galaxy A3 2017 plus Android Tablet offer: Receive a Samsung Galaxy Tab A Tablet when you purchase a Samsung Galaxy A3 2017 from Virgin Media on a Freestyle Pay Monthly tariff. Available while stocks last. The Samsung Galaxy Tab A Tablet will need to be returned with the handset along with its original packaging and all accessories if the order is subsequently cancelled, or is exchanged for a different handset. If your Samsung Galaxy Tab A Tablet is damaged on return or you fail to return all the parts and accessories, we reserve the right to charge you for any repair or replacement cost. There is no cash, credit or other alternative to Samsung Galaxy Tab A Tablet; it is not transferable. Tablet is Wi-Fi only and only available in white.

Sony Xperia XZ + free Sony Google Speaker: Receive an Google Assistant Built-in Wireless Speaker | LF-S50G | Sony UK when you purchase a Sony XZ on a Freestyle plan. While stocks last.

Save £60 with Samsung J3: Based on price drop compared to previous monthly price of £15, saving over life of contract. While Stocks last.  

£10 for 5GB SIM: Based on £3 discount on our 5GB plan (usually £13). Discount continues as long as you remain on the same plan. Offer ends 02/10/18. Terms and conditions apply.

£12 for 8GB SIM: Only plan. Boosted from 4GB. Increased allowance continues as long as you remain on the same plan. Offer ends 02/10/2018. Terms and conditions apply

£18 for 45GB SIM: Only plan. Boosted from 15GB. Increased allowance continues as long as you remain on the same plan. Offer ends 02/10/2018. Terms and conditions apply.

£20 for 100GB SIM: Based on £10 discount on our 100GB plan (usually £30). Discount continues as long as you remain on the same plan. Offer ends 27/09/18. Terms and conditions apply.

Lowest monthly price: Comparison of our 36 month handset loan agreement and 1GB data, 300 minutes, unlimited texts airtime plan against published standard pricing from major competitors. Other operators offer 24 or 30 month loan terms. Email verify@virginmedia.co.uk.

Pay as you go handset sale: Savings claims based on price drop compared to previous price of each handset.

Refer a Friend: You must have your friend's permission to share their details with Virgin Media. We will use their details to contact them about this offer only. Friend must purchase through the link we send them (not through another channel) within 30 days of receipt to qualify. Reward paid by BACS within 30 days of the end of your friend’s 14-day customer satisfaction guarantee (CSG) period. Reward not payable if friend cancels purchase in CSG period.

Data Rollover: Unused data from your inclusive monthly allowance will be added to next month’s allowance (Rollover Data). Rollover Data is used ahead of your monthly data. Unused Rollover Data expires at the end of that monthly allowance period. Data add-ons excluded. 4G plans only.

Data-free Messaging on WhatsAapp, & Facebook Messenger & Twitter:  Standard UK messaging (video, picture, audio) does not deplete data allowance. Live video streaming & Voice & video calls excluded. 4G plans only. When monthly allowance via standard data usage is £3/day per GB. We welcome new messaging partners to this service.

Flexible Plans: Change your airtime plan up or down without penalty at any time during your contract. New allowance and price applies from your next monthly billing cycle until you switch again.

Roam Like Home: Fair use policy applies. See virginmedia.com/legalstuff

Unlimited Data/ Minutes/ Texts for cable customers: Unlimited plan is for Virgin TV, fibre or home phone customers only, includes unlimited data, and unlimited minutes and texts allowance to inclusive UK numbers for as long as you remain a Virgin TV, fibre or home phone customer. Includes UK calls to UK landlines (01, 02, 03) & UK mobile networks. Jersey, Guernsey and Isle of Man mobiles excluded. UK texts and data only. Acceptable use policy applies.

Welcome to Virgin Media Protect, brought to you by Asurion

Virgin Media Protect consists of:

• Mobile phone insurance covering loss, theft and damage (please see the Insurance Terms and Conditions below for further details).
• Mobile Rescue, the app and helpline that connects you to Tech Experts who can help with your phone frustrations (please see the Mobile Rescue Terms and Conditions of Use below for further details).

Payment is collected in a single monthly premium by Asurion Europe Limited. If either the insurance or the Mobile Rescue is cancelled, the other is cancelled automatically.

Insurance Terms and Conditions

Nobody likes reading the small print, but to avoid any surprises, please:

• Read the insurance Terms and Conditions in full so you know what’s covered, what’s not and how to claim
• Block any lost or stolen device as soon as you discover it’s missing by calling Virgin Media on 0345 6000 789* to protect against unauthorised calls
• Make a claim, ideally within 30 days of discovering that your device is damaged or missing by submitting a claim 24/7 at www.virginmedia.com/protect or by calling us on 0345 030 3291*
• Pay the excess fee to complete your claim for a replacement device which may be refurbished to ‘as new’ standard. The excess fee was confirmed in your welcome pack and you can call us at any time to check it
• Comply with our reasonable instructions, including switching off or uninstalling any apps which prevents our access to remove data from the claimed for device
• Return any damaged or faulty device in the pre-paid packaging provided with your replacement – or you’ll be charged a non-return fee (based on the value of the non-returned model)

Insurance Terms and Conditions - for customers joining from 14 May 2018 onwards.

Please read the Terms and Conditions in full so you understand what's covered and what’s not. The terms 'we', 'our' and 'us' means Asurion Europe Limited (the policy administrator) and 'the Insurer' means WDP Insurance limited). 

A. Your cover

Virgin Media Protect gives worldwide cover to protect your device against:

• Loss and Theft
• Malicious damage caused by someone who doesn’t have your permission to use the device
• Accidental damage (including cracked screens and liquid damage)
• Pet damage
• Out of warranty breakdown

You're covered as soon as the device is in your hands. You're covered when you lend your device to family or friends and whenever you travel abroad.

We don't offer 'new for old' cover so any replacement device you receive may be refurbished to our standard using original equipment manufacturer parts.  In the unlikely event we can’t send you a same model replacement, we'll offer you a different make, model or colour device with comparable features and functionality.

You can buy Virgin Media Protect provided:

• You're buying or upgrading your device with Virgin Media
• You're over 18
• You haven't had a mobile insurance policy declined or cancelled by us in the past or a claim denied due to fraud

You can also buy Virgin Media Protect if you and the main

authorised user of the device are resident in the UK. If at any time you or the authorised user are no longer going to be resident in the UK, you need to contact us using the details above and let us know. Your cover will be automatically cancelled.

B. The cost of cover

Your monthly premium and claim excess fee (the amount you have to pay towards the cost of your replacement device to complete a claim) is based on the value of your device at the time of purchase and confirmed in your welcome letter.

Monthly premiums by device model are: £4, £6, £8, £10, £12 or £14
Claim excess fees by device model are: £30, £60, £80, £100 or £125 or £150

Asurion will collect your monthly premium in advance by separate direct debit (this will show on your statement as NEWAsurion Europe LTD RE VirginPhoneIns) on behalf of the Insurer. You need to pay the first month’s premium before any claim can be completed, your cover then renews automatically for the next 59 months after which we’ll cancel your policy. As devices age they will fall in value and so from time to time we may adjust your excess fee downwards. Call us to find out your current excess fee

C. What's not covered

• Any device other than one purchased from Virgin Media and shown on your welcome letter unless replaced by us or replaced under manufacturer warranty.
• Any claim if you haven't paid your insurance premium. If you haven't paid a premium but your policy hasn't yet been cancelled, we'll process your claim if you pay the outstanding amount.
• The excess fee you have to pay to complete a successful claim
• The cost of any calls, texts, data usage or downloads on a lost or stolen device.
• A third or subsequent claim in any 12-month period.
• Accessory-only claims.
• Accessories other than the battery, mains charger and any hands-free kit that came with the device.
• Cosmetic damage – where the device works as normal, except where you are claiming for a cracked screen.
• Damage caused by making alterations to the device or acting against manufacturer guidelines.
• The cost of any repair to your device unless we instruct it.
• Any fault that happens within the manufacturer's warranty period (where the manufacturer covers you against certain operating failures).
• Any malicious or deliberate damage caused by you or somebody you have authorised to use the device.
• Any losses or consequences you face as a result of being without your device.
• Loss or corruption of any kind of app, software or digital content other than standard manufacturer software.
• Confiscation of your device by a finance company or government agency (such as the police).
• Any claim that we find to be fraudulent. If we settle a claim that's later found to be fraudulent we may take action to recover our costs.
• Your SIM card.

D. Making a claim

1. For lost or stolen devices, call Virgin Media as soon as possible (we recommend you do this within 48 hours) on 0345 6000 789* (+44 7953 967 967 from abroad) to block it against unauthorised use. We recommend you report any stolen device to the police, as we have the right to require a crime reference number to complete your claim.
   
   
2. Submit your claim online 24/7 at www.virginmedia.com/protect
   
   
3. Claim by phone using the contact details set out in Section I
   

Please have a payment card ready to pay your claim excess fee. We accept MasterCard and Visa debit or credit cards.

If you report a claim to us more than 90 days after discovering the loss, theft, fault, breakdown or damage to your device, we will still consider your claim, but it may impact our ability to assess your claim and could, in some cases, result in it being declined.

We will ask you to provide relevant information to support your claim. In some cases, we may also ask you to complete a written claim statement and/or provide evidence of your identity.

When you make a claim, we'll block any lost or stolen device automatically before sending a replacement. We won't be able to complete your claim until you agree to our blocking that device. Once your claim is completed, we (and only we) can unblock that device.

We aim to send a next-day 'as new' replacement for claims approved before 8.30pm Monday to Friday and 2.30pm on weekends. For claims accepted outside of these times, you will receive your 'as new' replacement phone within 2 days. If we're late, let us know and we'll give you £20, paid to the payment card used to pay your claim excess fee within 30 days.

This excludes:

• Claims made or deliveries that fall on a Bank Holiday.
• Deliveries outside of mainland Great Britain including deliveries to the Scottish Islands, Northern Ireland and the Channel Islands.
• Any delay caused by something outside our control like extreme weather, natural disaster, epidemic or crime, and supply shortages affecting the industry (e.g. where new model devices are in very high demand and short supply after launch).

Please make sure someone is in to sign for the delivery. Your replacement comes with:

• A 24-month warranty
• The usual device accessories, if yours were involved in the incident or we provide you with a different model replacement
• Prepaid packaging to return any damaged or faulty device (minus the SIM card, battery and charger).

As soon as you receive your replacement device, the original claimed-for device (the faulty or damaged device or the lost or stolen device if later recovered) becomes the property of the Insurer and must be returned to us within 15 days. Otherwise, we'll charge a non-return fee (based on the value of the non-returned model) to the payment card used to pay your excess fee. The device is your responsibility until it arrives with us. Please make sure that when you go to the Post Office that you get proof of postage (this is free) and confirmation of the weight of the package you are returning to us. We will not approve any further claim until you have returned the claimed-for device or paid the outstanding amount.

You must comply with our reasonable instructions including switching off or uninstalling any app which prevents our access to remove data from the claimed-for device. If you need any help with this please call us on 0345 030 3291*. If you refuse to do it we will not proceed with your claim. If you fail to do it we will treat that as a non-return and may charge you a non-return fee.

E. Cancelling your cover and changes to the policy

You can call or email us to cancel your policy (See section I. Contact Details) or write to us at Virgin Media Protect, PO Box 71012, London W4 9FW.

You can cancel within the first 28 days and (if you haven't made a claim) we'll refund any premium paid. Otherwise, you can cancel at any time and cover will finish at the end of the paid-for period. When you buy another device from Virgin Media on the same mobile number and add insurance, we'll cancel cover on your old device automatically. We'll set up a policy for the new device and confirm your cover start date, premium and claim excess in writing.

We’ll cancel your policy if you fail to pay the monthly insurance premium, have two successful claims in any 12-month period or if you make a claim we find to be fraudulent. We’ll also cancel your policy if your pay monthly airtime contract with Virgin Media terminates, unless you and we agree to continue cover when you change to a different airtime plan. If we cancel your policy, we’ll send you written confirmation, including your cover end date. We may also cancel your policy if it is no longer economically viable to provide this product or if we, or the insurer, withdraw from the market of providing policies of this type in the UK. If this happens we’ll give you at least 30 days’ notice sent to the current contact details we have for you.

We may change your policy terms or alter the premium or excess fee for future periods of cover based on significant adverse claims experience, significant increase in our operating costs, inflation, economic and environmental factors, and changes in legislation, taxation or interest rates. If we make a change that increases any charges or reduces your cover, we’ll give you at least 30 days' notice sent to the current contact details we have for you and you will be able to cancel your policy if you are not happy with our changes. If we make any change that improves your cover, we may apply it straight away without notice.

If you cancel Virgin Media Protect you won’t have access to the Mobile Rescue service.

F. How to complain

You can call or email us (See section I. Contact Details) or write to us at Virgin Media Protect, PO Box 71012, London W4 9FW. If we can't resolve your complaint right away, we'll email or write to you within five working days to outline our next steps. If the issue still isn't resolved within two weeks, we'll contact you again to keep you up to speed on what’s happening.

If you’re not happy with the outcome of your complaint or we haven't given our final response within 8 weeks of you raising your complaint, you can contact The Financial Ombudsman Service by phone: 0800 023 4567 (Freephone) or 0300 123 9123, by email: complaint.info@financial-ombudsman.org.uk or in writing at: Exchange Tower, London, E14 9SR. You need to contact them within 6 months of receiving our final decision. The service is free and we are bound by any decision the Financial Ombudsman reaches. This won't affect your statutory rights or prejudice your right to take subsequent legal proceedings. See financial-ombudsman.org.uk for more details.

G. Who provides this cover

This insurance is administered by Asurion Europe Limited ('Asurion'), which is authorised and regulated by the Financial Conduct Authority (no. 502545), registered in England and Wales with company number 6568029 at Chiswick Place, 272 Gunnersbury Avenue, Chiswick, W4 5QB. The Insurer is WDP Insurance limited, which is authorised by the Prudential Regulation Authority and is regulated by the Financial Conduct Authority and the Prudential Regulation Authority (no. 202205), registered address: 20 Fenchurch Street, London, EC3M 3AW. Go to fca.org.uk/register or call 0800 111 6768 (Freephone) or 0300 500 8082* to check the Financial Conduct Authority's register.

You and the Insurer may choose which law will apply to this contract. Unless we agree otherwise, Virgin Media Protect is governed by the law of the part of the United Kingdom that you live in (England and Wales, Scotland or Northern Ireland) and all communication from us will be in English.

Any payments collected by Asurion under these terms and conditions are collected on behalf of the Insurer.

The Insurer is covered by the Financial Services Compensation Scheme (FSCS). In the unlikely event that we can’t meet our liabilities you may be entitled to compensation to a maximum of 90% of the claim under this scheme. Further info can be obtained from the FSCS on 0800 678 1100 (Freephone) or by going to fscs.org.uk.

H. How we will communicate with you

We will communicate with you by SMS, email or in writing using your given contact details. We will also send certain communication regarding your policy by SMS to the mobile number associated with your airtime contract.

I. Contact Details

Call: 0345 030 3291

8am-9pm Monday to Friday

9am-6pm weekends (closed Bank Holidays)

Email: virginmedia@asurion.com

Write to: Virgin Media Protect, PO Box 71012, London, W4 9FW

Virgin Media Protect with Mobile Rescue Privacy Notice

We understand the importance of protecting your privacy. We want you to understand what personal information (also known as personal data) we collect, why it is collected, how it is used, and other important information so that you are informed and there are no surprises.

Asurion Europe Limited is registered with the Information Commissioners Office as a Data Controller (number Z2176995).

Asurion Soluto Europe Limited is registered with the Information Commissioners Office as a Data Controller (number ZA215099).

Personal information we collect when you use our services is needed for the following purposes:

Contract: to communicate with you, process enrollments, bill and collect, process cancellations, process claims that you submit, provide customer service, administer your policy, and manage our supply chain management to deliver replacement devices to you.

Legitimate interests: for maintaining our books and records, maintaining security and integrity, monitoring use and performance, quality assurance, fraud detection and prevention, and product improvement and development.

Comply with legal requirements: to notify you as required by law in the event of a breach regarding the security of your personal data. We also use your personal information to comply with any other UK or EU legal requirements.

If you do not desire for your personal data to be processed in accordance with these terms, you may cancel your contract at any time in accordance with the terms and conditions.

If you fail to provide certain information when requested, we may not be able to provide the services for which you have contracted, such as processing a claim.

Where to turn with questions

If you have any questions on this notice, please contact our Data Protection Officer by postal mail or email anytime.

Asurion

Attn: EU Data Protection Officer
c/o Office of the General Counsel
648 Grassmere Park
Nashville, TN, USA 37211

privacy@asurion.com

We may collect the below types of personal information:

• Name;

• Mailing address;

• Email address;

• Mobile phone number and information that identifies your mobile device, such as an IMEI;

• Information collected after obtaining your permission;

• Any information that you provide as part of filing a claim;

• Information provided by your mobile network provider to validate your claim;

• Other information that personally identifies you or is linked or linkable to you.

As part of the claim process, Asurion or its affiliates may require you to provide a copy of your driver’s license, passport or other forms of identification. Additionally, in order to process your claim, Asurion or its affiliates may request your shipping and billing information, credit card information or other preferred payment means.

We will not use or disclose your personal information to third parties except as disclosed in this notice.

Asurion may transfer your personal information to:

Non-affiliated companies that include telecommunication carriers, credit card payment processors, security services providers, service providers who send communications on our behalf and third parties providing claims fulfillment, supply chain logistics, data center operations, information technology, customer service and quality assurance monitoring of customer service. These companies are required to comply with the principles set out in this notice and only use such personal information for the purposes for which it was provided to them;

A third-party, in the event of a proposed or actual purchase, sale (including a liquidation, realisation, foreclosure or repossession), lease, merger, amalgamation or any other type of acquisition, disposal, transfer, conveyance or financing of all or any portion of its business or of any assets or shares of our business or a division thereof in order for you to continue to receive the same or similar products and services from the third-party. In these circumstances, personal information may be shared with the actual or prospective purchasers or assignees, or with the newly acquired business.

To determine the appropriate period which we will keep your personal information before we securely destroy it, we consider the amount, nature, and sensitivity of the personal information, the potential risk of harm from unauthorised use or disclosure of your personal information, the purposes for which we process your personal information and whether we can achieve those purposes through other means, and the applicable legal requirements.

In some circumstances we may anonymise your personal information so that it can no longer be associated with you, in which case we may use such information without further notice to you.

Our services are not directed to, and we do not knowingly collect personal information from, individuals under the age of 18. If a child is accessing services without your consent, please contact us by using the information provided below so that we can remove any personal information provided.

Personal information we collect from you may be processed by Asurion and third-parties as described in this notice in the United States and other countries and used consistent with your relationship with Asurion and the practices described in this notice.

Personal information will only be transferred to locations outside of the UK and the EU where permissible legal structures exist or where the country is deemed “adequate” by the EU Commission.

We have implemented technical and organisational measures designed to provide appropriate levels of security for your personal data. Reasonable administrative, logical, and physical controls are in place to prevent your personal information from being accidentally lost, used, or accessed in unauthorized ways.

While we take various steps to ensure the accuracy and completeness of your personal information, we rely upon you to provide accurate and complete personal information when interacting with us.

Under certain circumstances, by law you have the right to:

•Request access to your personal information (commonly known as a ‘data subject access request’). This enables you to receive a copy of the personal information we hold about you.

• Request correction of any incomplete or inaccurate personal information that we hold about you.

• Request erasure of your personal information when there is no need for us continuing to process it or you have exercised your right to object to processing (see below).

• Object to processing of your personal information where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground.

• Request the restriction of processing of your personal information to suspend the processing, for example if you want us to verify its accuracy or the reason for processing it.

• Request the transfer of your personal information to another party.

If you want to exercise any of these rights, please contact the Data Protection Officer in writing per the ‘Where to turn with questions’ details in this notice. Valid requests will be honored within 30 calendar days of request. This 30-day period may be extended for another 2 months for complex requests with notification of the reasons for the extension to you. Any such requests should be submitted to the Data Protection Officer.

You will not have to pay a fee to access your personal information (or to exercise any of the other rights). However, we may charge a reasonable fee if your request for access is unfounded or excessive. Alternatively, we may refuse to comply with the request in such circumstances. In addition, there may be requests that we are unable process because of other EU legal requirements. If a request is denied, we will notify of the reason.

We may need to request specific information from you to help us confirm your identity and ensure your right to access the information (or to exercise any of your other rights). This is another appropriate security measure to ensure that personal information is not disclosed to any person who has no right to receive it.

You also have the right to lodge a complaint with the UK Information Commissioner’s Office or other EU supervisory authority. However, if you have a complaint regarding the processing of your personal information, we request that you first contact the Asurion Data Protection Officer as indicated in the Where to turn with questions section of this notice and we will reply promptly.

*Calls to 03 numbers cost the same as calls to UK landlines starting 01 and 02. Call charges apply when calling from abroad. To find out more about the cost of using your phone abroad visit virginmedia.com/callingfromabroad

Please note standard charges apply, please check with your network operator for rates.

Freestyle Trade-Up

Virgin Media Freestyle Trade Up Terms and Conditions

Please read the following terms and conditions carefully. You should understand that by placing an order to Trade Up you agree to be bound by these terms and conditions. It is recommended you take note of your IMEI number before you Trade Up in case there are any potential problems with your order. Please see the FAQ for help on how you find your device’s IMEI number

1. What is Freestyle Trade Up?

1.1. Trade up is a service that allows existing Virgin Media Freestyle customers (“you”) to upgrade to a new phone early by using the value in one old phone (a “Device”) to pay off your existing active Freestyle consumer credit agreement (your “Freestyle Loan”) with Virgin Media Mobile Finance Limited governed by the Consumer Credit Act 1974 (“Trade Up”).

1.2. You are able to Trade Up any valid Device; it does not need to be the Device associated to your existing Freestyle Loan.

2. Who Provides Trade Up?

2.1. The Trade Up services are operated for and on behalf of Virgin Media Limited (registered no. 03707644) at Media House, Bartley Wood Business Park, Hook, Hampshire RG27 9UP (“Virgin Media”) by West One Technology Limited (registered no. 3608228) at 153 Brooker Road, Waltham Abbey, Essex En9 1JH (“West One”) (together “we”, “us” or “our”).

3. Eligibility

3.1. To place a Trade Up order, you warrant:

(i)    you are a resident in the United Kingdom;

(ii)   that you are an existing Virgin Media customer with an active Freestyle Loan with Virgin Media Mobile Finance Limited;

(iii)  you are the owner of the Device or have obtained express consent from the rightful owner to Trade Up the Device;

(iv)  the Device is not subject to any previously agreed trade in or Trade Up arrangement;

(v)   the Device was not purchased from Virgin Media within 30 days prior to placing the Trade Up order; and

(vi)  the Device is not stolen or listed with us or a third party as stolen.

3.2. As part of the eligibility process, we will check the Device with CheckMEND, from the suppliers of IMMOBILISE as used by UK Police forces to trace stolen and missing property. If the Device fails any due diligence check we may notify the relevant police authority and we may pass the Device and your details to them and the Device Quote as defined in section 4 below will not be used to settle your Freestyle Loan.

4. Placing your Trade Up order

4.1. To determine the value of your Device, when placing your order you shall provide a true and accurate description of the Device, including but not limited to the following information:

(i)   the correct brand/make, model and IMEI number of the Device you wish to Trade Up; and

(ii)  the condition of the Device that you wish to Trade Up, which shall be classed as either: (a) a working device, which means all features of the Device are in good working order and condition, there is no physical damage to the exterior (e.g. to the buttons or screen) or water damage, the device is able to make/receive calls and SMSs, its battery is included and is able to maintain charge and power up (“Working Device”);  or (b) a non-working device, which means a Device that is not fully functional (e.g. does not power up, has a damaged screen, case or buttons or has water damage) but includes a battery, is not crushed or bent; has no missing components (“Non-Working Device”).

The Device’s Trade Up value (“Device Quote”) shall be solely determined by Virgin Media, West One or a third party based on the make a model of the Device.

Device chargers and accessories may not be returned with your Device and hold no monetary value. They shall not form part of the condition and cannot be used to complete the Trade Up process. Such Device chargers and accessories will not be returned to you; therefore we recommend you carefully check the contents of your package before returning it to us.

4.2. Once a Trade Up order is placed, the Device Quote shall be valid for up to 14 calendar days to enable you to complete your order. If the Device arrives after 14 calendar days from the date the Trade Up order is placed, the Device Quote shall be updated – see section 5.1(ii).

4.3. You will be sent a free postage pack via Royal Mail after placing your order; this will normally arrive 2-3 working days after your Trade Up order has been placed. We do not accept responsibility for lost, stolen, late or damaged postage packs containing your Device. Proof of sending is not is not proof of receiving.

4.4. If we don’t receive your Device after 28 calendar days, your Trade Up order will be cancelled. For the avoidance of doubt, your current active Freestyle Loan and any new Freestyle Loan are separate and shall continue to be payable as normal and in line with your recently advised payment schedule.

4.5. Important Information prior to Trade Up:

(i)   By placing your order and sending your Device, you will be unable to cancel your order.

(ii)  Please remove any SIM card and any accessories, including without limitation memory cards, prior to Trade Up. We shall not be liable for any consequences of you not removing the SIM card or accessories, including any charges then occurred. You shall continue to be responsible for such charges; and

(iii)  We strongly encourage you to backup and store elsewhere any data stored on the phone any memory card, including but not limited to images, messages and videos, on the Device that you wish to retain before to Trade Up. We will not be liable for any damage, confidentiality, loss or erasure of any such data, including personal data, or for any consequences of you not removing your data, including use or disclosure of such data.

5. Trade Up contributing to your Freestyle Loan

5.1.  Once your order has been received, we shall, in our absolute discretion, determine whether the description of the Device when the Trade Up order is placed, is an accurate and true description of the Device received:

(i)   If it is determined to be a true and accurate description, the Device Quote shall be used to part settle/settle your existing active Freestyle Loan.

(ii)  If it is determined to not be a true and accurate description or if the Device is received after 14 calendar days from the Trade Up order and the value has subsequently changed, then the Device Quote shall be invalidated and a new revised quote (“Revised Value”) will be offered to you to part settle/settle your Freestyle Loan. You shall be notified of such Revised Value by e-mail and you shall have 5 calendar days from the issue of the Revised Value to either accept or reject the Revised Value. If you do not accept or reject the Revised Value, we shall assume you accept the Revised Value and this will be used to part settle/settle your existing active Freestyle Loan. If you do reject the Revised Value, we shall return the Device back to you free of charge. You have 14 calendar days from your acceptance or rejection of the Revised Value to cancel your new Freestyle Loan.

5.2. For the avoidance of doubt, the Device Quote or, if accepted, the Revised Value shall only contribute to your existing Freestyle Loan. Any outstanding amount on your existing Freestyle Loan remains payable in line with your recently advised payment schedule until paid off completely. This balance can be paid by contacting Virgin Media and making a debit or credit card contribution.

5.3. Payments in relation to your existing Freestyle Loan will not be taken for up to 30 calendar days from the date your Trade Up order was placed to allow us to process your order. After 30 calendar days, your payment shall resume and a revised payment schedule will be sent to you by email.

5.4. If the Device Quote or Revised Value is higher than the balance of your existing Freestyle Loan, a credit for the difference between the Device Quote Value or Revised Value and the outstanding balance of the Freestyle Loan shall be paid into the bank account, used to pay your existing Freestyle Loan monthly payments, within 10 working days.

6. Privacy and Data Protection

6.1. Where applicable, any data collected during the course of the Trade Up services will be processed and stored wholly in accordance with applicable data protection laws and regulations. The Promoter will use reasonable endeavours to ensure no data will be processed or stored outside the EEA or by third party organisation, except for the administration of the Trade Up services.

6.2. By placing a Trade Up order with us, Virgin Media and/or West One may use your personal information to contact you about special offers about goods and services that may be of interest to you.

6.3. Any personal data will only be used in accordance with Virgin Media’s or West One’s privacy policy, which can be viewed here: (i) Virgin Media’s Privacy Policy ; and (ii) West One’s Privacy Policy .
General

6.4. We reserve the right to modify these terms and conditions from time to time. If we make changes to the term and conditions of this Agreement, then we will notify and make available such revised terms and conditions.

6.5. Ownership of the Device shall only pass to us once we have received the Device and when the Device Quote or Revised Value has been accepted and payment has been dispatched to you.

6.6. Subject to 7.6, in no event shall West One, Virgin Media, their affiliates, directors employees, agents or licensors, be responsible or liable for direct, indirect, special or consequential damages, arising in any way out of the Trade Up Services, including but not limited to, (a) any technical difficulties or equipment malfunction (whether or not under Virgin Media or West One’s control); (b) any theft , unauthorised access or third party interference; (c) any part the Trade Up order or after order process that is late, lost, altered damaged or misdirected (whether or not after receipt by Virgin Media or West One) due to any reason beyond the reasonable control of Virgin Media or West One; (d) any tax liability incurred in connection with the Trade Up; or (e) use of the Trade Up services.

6.7. By placing your Trade Up order, you agree, to the extent permitted by applicable laws, and except as provided herein, to release and hold Virgin Media and West One harmless from any and all liability whatsoever for any injuries, losses or damages of any kind arising from participation in or in connection with the Trade Up including without limitation, acceptance, receipt use and/or misuse of the Trade Up services.

6.8. Virgin Media and West One reserve the right to invalidate any Trade Up order where there is suspected fraudulent use of the Trade Up services.

6.9. Nothing in these terms and conditions his agreement shall limit or exclude West One’s or Virgin Media’s liability for death or personal injury resulting from our negligence and any other liability that cannot be excluded or limited by English law.

6.10. We are not liable or responsible for the failure to perform the Trade Up services, if in any way the Trade Up services are not capable of being conducted as reasonably anticipated due to any reasons beyond our reasonable control, including without limitation the act of default of any third party supplier and/or our compliance with any applicable law or regulations.

6.11. This agreement and any dispute or claim arising in relation to the same shall be governed and construed in accordance with English Law and is subject to the exclusive jurisdiction of the courts of England.