Legal

Plans & Subscription Terms

Last updated: June 2026 · Lifeline Mobile & Care Solutions · 14 Edgehill Road, Bournemouth, Dorset, BH9 2PQ

Part A

12-Month Calls & Texts Plan

A1. Overview

The 12-Month Calls & Texts Plan provides the Artfone C1+ 4G handset plus a UK SIM card with unlimited UK calls and unlimited UK texts for a fixed 12-month period, for a single one-off payment of £104.00 GBP. These terms are in addition to our general Terms & Conditions.

The plan is available to UK residents aged 18 or over. A valid UK delivery address is required.

A2. Pricing & Payment

Price: £104.00 GBP (one-off payment at checkout)

What's included: Artfone C1+ 4G handset + UK SIM with unlimited UK calls & texts for 12 months

Monthly charges: None during the 12-month period

Setup fee: None

Delivery charge: Free (one-time, with the handset)

Hidden fees: None — £104 is the total price for the phone plus 12 months of calls & texts

A3. What Is Included

  • Artfone C1+ 4G handset (delivered free of charge — yours to keep permanently)
  • UK SIM card pre-installed and activated
  • Unlimited UK calls to landlines and UK mobile numbers
  • Unlimited UK SMS text messages
  • 12-month hardware warranty on the handset
  • Access to our customer support helpline during business hours

Not included: Mobile data/internet access, international calls or texts, premium-rate numbers, and roaming outside the UK.

A4. Duration, Expiry & Renewal

⏰ Important — 12-Month Limit

The unlimited UK calls & texts allowance lasts for 12 months from the date your SIM is activated. This is a fixed-term allowance — it does not auto-renew, and calls & texts will stop when the 12-month period ends unless you choose to renew.

  • 12-month period: Starts on the date your SIM is activated and ends exactly 12 months later.
  • Renewal notice: We will contact you by email 30 days before your 12-month period expires to ask whether you would like to renew for a further 12 months.
  • If you do not renew: The calls and texts allowance will stop at the end of the 12-month period. The handset remains yours to keep — you can insert your own PAYG SIM from any UK network at any time to continue making calls and sending texts.
  • How to renew: Simply contact us by phone or email before or after expiry to purchase another 12-month period. A new SIM may be issued if required.

A5. Cancellation & Cooling-Off Period

Under the Consumer Contracts Regulations 2013, you have the right to cancel within 14 calendar days of receiving your order without giving a reason. To exercise this right, contact us within 14 days of delivery. A full refund of £104 will be issued within 14 days. The handset and SIM must be returned in original condition at your expense unless faulty.

If you cancel after the 14-day cooling-off period but before the 12-month period ends, the handset is yours to keep but the calls & texts allowance may be terminated without a pro-rata refund, at our discretion.

A6. SIM Card & Network

A UK SIM card is supplied pre-installed and activated. The SIM remains the property of the network provider. If the SIM is lost, damaged, or stolen, a replacement can be requested for a small administration fee. We reserve the right to change the SIM network provider with 30 days' notice — if this materially reduces the service, you may cancel without penalty.

A7. Price Changes

The £104 price is fixed for the 12-month period you have purchased. We will provide at least 30 days' written notice before any change to the renewal price for a subsequent 12-month period. If you do not accept the new renewal price, you are under no obligation to renew.

Part B

Tech Support Plan (Optional Add-On)

B1. Overview

The Tech Support Plan is an optional monthly add-on available on any purchase. It provides unlimited ongoing technical support for £29.99 GBP per month, with no minimum term and no cancellation fee. It can be added at checkout or at any time after purchase.

B2. Pricing & Billing

Monthly fee: £29.99 GBP per month (billed in advance)

Billing cycle: Monthly, on or around the same date each month

Setup fee: None

Cancellation fee: None

Hidden fees: None — £29.99/month is the total price

The monthly fee is collected automatically using the payment method you provide (Visa, Mastercard, or PayPal). If a payment fails, we will contact you within 3 business days. Continued non-payment may result in suspension of support.

B3. What Tech Support Covers

When you subscribe to the Tech Support Plan, here's exactly what you're paying for:

Unlimited Phone & Email Support

Call or email us as many times as you need for as long as you're subscribed. There's no cap on the number of support sessions — we're here whenever you need help.

Phone Setup Assistance

We'll walk you through inserting your SIM, turning the phone on for the first time, and getting everything configured — at your pace, in plain English.

Transferring Contacts & Photos

Moving numbers and pictures from an old phone can be fiddly. We'll guide you step by step so nothing gets lost in the process.

SOS Emergency Setup

The most important feature on the phone. We'll help you add your emergency contacts, test the SOS button, and make sure it's ready to go when it matters.

Troubleshooting Any Issue

Calls not connecting? Battery draining fast? Volume too quiet? Can't find a setting? Whatever the problem, call us and we'll sort it together.

Step-by-Step Guidance

We stay on the phone with you for as long as it takes. No rush, no jargon — just patient, friendly help until the issue is resolved.

Priority Call Queuing

As a subscriber, your calls jump ahead of non-subscribers in our support queue. Less waiting, faster answers.

No Fix, No Fee

If we can't resolve your issue, you won't be charged for that month's support. Simple as that.

B4. What Is NOT Covered

The monthly support fee covers guidance and troubleshooting only. It does not cover:

  • Physical or liquid damage to the handset (covered separately under the 12-month manufacturer's warranty for defects)
  • Loss or theft of the device
  • Issues caused by unauthorised repair or modification
  • Replacement parts or accessories (available to purchase separately)
  • Your SIM card, network service, or call/text charges — these are between you and your chosen network provider
  • On-site or in-person visits (support is provided remotely by phone and email)

For hardware faults covered by warranty, see our Warranty & Support page.

B5. Contract Length & Cancellation

The Tech Support Plan is a rolling monthly subscription with no minimum term and no lock-in period. You may cancel at any time by contacting us before your next billing date:

Upon cancellation: support continues until the end of the current billing period, no further payments will be taken, and there is no cancellation fee. The handset remains yours to keep regardless.

B6. Cooling-Off Period

Under the Consumer Contracts Regulations 2013, you have the right to cancel within 14 calendar days of subscribing without giving a reason. A full refund of any monthly fees paid will be issued within 14 days.

B7. Price Changes & Suspension

We will provide at least 30 days' written notice by email before any change to the monthly support fee. If you do not accept the new price, you may cancel before it takes effect with no penalty.

We may suspend or terminate support immediately without notice if: payment is repeatedly declined and not resolved; the service is being used fraudulently or unlawfully; or you breach these terms.

Part C

Bacs Direct Debit Terms

C1. Direct Debit Authorisation

Where you choose to pay by Direct Debit — whether online through our secure checkout, or over the telephone with one of our advisers — your Direct Debit Instruction is set up and processed on our behalf by our payment provider, Stripe. By authorising the Direct Debit you confirm that you are the account holder, or that you are authorised to set up a Direct Debit on the account in question.

C2. Collection Amount, Frequency & Date

  • 12-Month Calls & Texts Plan: a single one-off collection of £104.00.
  • Tech Support Plan: £29.99 per month, collected on or around the same date each month.
  • First collection: normally within 5 working days of your mandate being confirmed.
  • Statement descriptor: all collections appear on your bank statement as "LIFELINE MOBILE".

C3. Advance Notice

Before each collection we will give you advance notice of the amount and date at least 2 working days in advance. If you have provided an email address this notice is sent by email; if you have not, it is sent by post. If the amount or date of any collection changes, we will tell you at least 2 working days beforehand.

C4. Cancellation — Mandate vs Contract

You may cancel the Direct Debit at any time by contacting your bank or building society, or by contacting us. Cancelling the Direct Debit does not by itself cancel your contract with us — to cancel your plan, please contact us as set out in these terms and in our Cancellation Policy. Your 14-day cooling-off right (Parts A5 and B6) and the Direct Debit Guarantee apply in all cases.

C5. Failed Payments & Re-Presentation

If a collection fails because of insufficient funds or an account issue, Stripe will notify us and we will contact you within 3 working days to resolve it. A failed collection may be re-presented once, normally within a few working days, after we have told you. Continued non-payment may result in suspension of the affected service, but never affects your ownership of the handset.

C6. Telephone (MOTO) Direct Debit Setup

When you set up a Direct Debit over the telephone, our adviser will read you the key details of your order before taking your bank details. The call is recorded for training, security and to confirm your authorisation. We will send your Direct Debit confirmation — including the mandate reference, bank details summary, collection schedule and the full Direct Debit Guarantee — by email within 3 working days, or by post within one working day if you have not provided an email address. Your bank details are passed securely to Stripe and are never stored on our servers.

Governing Law & Contact

These terms are governed by the laws of England and Wales. Your statutory rights as a UK consumer are not affected. For unresolved disputes, you may contact the Citizens Advice Bureau or use the EU ODR platform.

Lifeline Mobile & Care Solutions

14 Edgehill Road, Bournemouth, Dorset, BH9 2PQ

Email: hello@lifelinemobilesolutions.co.uk

Phone: 01202 080075

Hours: Mon–Fri: 9:00am – 5:30pm · Sat: 10:00am – 3:00pm

Last updated: June 2026

Also see: Terms & Conditions · Cancellation Policy · Warranty & Support · Privacy Policy