TISA (tisa.one) is a Mobile Virtual Network Operator (MVNO) operated by 9Eons Limited, registered in England and Wales (Company No. 06393882, VAT No. GB 920145856). Our registered address is Luminous House, 300 South Row, Milton Keynes, MK9 2FR, United Kingdom.
These Terms and Conditions ("T&Cs") form the legally binding agreement between you ("Customer", "you", "your") and TISA ("we", "our", "us") for the use of our personal mobile services, including ordering SIM cards, activating bundles, making calls, sending texts, using data, roaming abroad, and using the Tisa Home international calling application. By using any of our services, you confirm you have read, understood, and agree to be bound by these T&Cs.
We operate on the EE network for our mobile SIM services. We are not responsible for any network outages, maintenance windows, or coverage gaps caused by EE or its infrastructure partners.
We comply with all relevant UK telecommunications and consumer protection legislation, including but not limited to:
Contract Summary: In accordance with Ofcom General Condition C1, you will receive a concise, one-page Contract Summary before entering into any contract with TISA. The Contract Summary sets out the key terms including price, duration, allowances, and early termination charges. Your express consent will be obtained after you receive the Contract Summary.
These T&Cs apply to all TISA Personal services. If you are a business customer, please refer to the TISA Business tab for the applicable terms.
You must be at least 18 years of age to use TISA services. You must complete live photo ID verification to confirm your identity, as required by UK law and Ofcom regulations.
You may register multiple SIMs under one email address, but each SIM is assigned its own unique mobile number. All your SIMs can be managed within a single TISA account.
Access to your account is through the TISA app using your registered mobile number and password. You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account.
Tethering (mobile hotspot) is permitted unless explicitly restricted by your chosen bundle.
You agree to provide accurate, current, and complete information during registration and to update your details promptly if they change. Providing false or misleading information may result in immediate suspension or termination of your account.
We reserve the right to refuse registration, suspend, or terminate any account at our reasonable discretion where we suspect fraud, misuse, or breach of these T&Cs.
Data Add-Ons are available in 1 GB, 3 GB, and 10 GB sizes and may be purchased at any time through the TISA app.
Add-Ons allow 100% usage within the EU (Zone 1) at no additional charge.
Data Add-Ons expire at the same time as your original bundle expiry date. Unused balances from Add-Ons cannot be carried forward, rolled over, or refunded.
We monitor usage patterns to ensure FUP compliance. Persistent or excessive breach may result in throttling, suspension, or termination.
Full pricing is published in our Price Guide:
All prices for personal services are inclusive of VAT at the prevailing rate.
If you exceed your bundle allowances for calls, SMS, or data, PAYG rates will apply. Current PAYG rates are published in our Price Guide. We will notify you via SMS or push notification when you reach 80% and 100% of your data allowance, giving you the opportunity to purchase an Add-On or manage your usage.
Tisa Home is a free to download international calling application available on iOS (App Store) and Android (Google Play). It allows you to make calls to over 180 international destinations at published per-minute rates. Tisa Home does not require a TISA SIM card and works on any mobile phone, on any network, and over Wi-Fi.
To use Tisa Home, you must download the application, register your mobile number, and verify your identity via a one-time verification code. You must be at least 18 years of age. Each mobile number may only be registered to one Tisa Home account. You are responsible for all activity on your Tisa Home account.
Tisa Home operates on a prepaid credit basis. The minimum top-up amount is £5. Upon registration, you will receive £1 of free promotional credit, subject to the same terms as purchased credit.
Top-ups can be made via the app using debit card, credit card, Apple Pay, or Google Pay. All payments are PCI DSS compliant.
Credit does not expire. Purchased credit remains in your account indefinitely, provided your account remains active and in good standing.
Tisa Home credit is non-refundable once purchased, except during the 14-day cooling-off period for first-time purchases where no calls have been made.
Calls are billed per minute with no connection fees. All published rates are inclusive of VAT. Rates vary by destination and are published in the Tisa Home rate card (180+ destinations). We may update calling rates at any time; updated rates are reflected in the app before you dial.
Charges are deducted from your credit balance in real time. If your balance is insufficient, the call will be disconnected automatically.
Tisa Home supports 100% Caller Line Identification (CLI). Your real UK mobile number is displayed to the recipient, subject to the receiving network supporting CLI presentation.
Call quality depends on your internet connection and the destination network. We use HD voice technology but cannot guarantee call quality on every connection. Tisa Home is not a replacement for your primary mobile service and may experience downtime.
Tisa Home cannot be used to make emergency calls (999, 112, or any other emergency number). You must use your standard mobile phone service or a landline to contact emergency services.
If your Tisa Home account has no activity (no calls, no top-ups) for 12 continuous months, we may classify it as inactive. We will notify you by email or SMS before taking action. Inactive accounts may be suspended or closed, and remaining credit may be forfeited after a further 30-day notice period.
Tisa Home is for personal, non-commercial use. You must not use it for:
Breach may result in immediate suspension or termination and forfeiture of remaining credit.
Tisa Home operates independently of any TISA SIM plan. Credit purchased for Tisa Home cannot be applied to SIM charges and vice versa.
Your first month of SIM service is prepaid and charged when you place your order. Subsequent months are postpaid: you use the service, then receive an itemised bill at month-end.
No credit checks are required for standard activation. Credit or affordability checks may be conducted if you request changes to credit terms.
If no payment is received within 30 days of the bill date, your service may be suspended or terminated.
Payments are processed securely via Revolut as our payment gateway. We accept major debit and credit cards. All transactions are encrypted and PCI DSS compliant.
You are responsible for keeping your payment details up to date. Failed payments due to expired or incorrect card details remain your liability.
Refunds are available only:
No other refunds are issued, including for unused credit, partial month usage, or early cancellation outside the cooling-off period.
Disputes must be raised within 60 days of the bill date by contacting Customer Support (Section 13). If not disputed within this period, the bill is deemed accepted. We aim to resolve disputes within 14 working days. You must continue paying undisputed amounts during investigation. Confirmed errors in your favour will be credited within 14 days.
Our billing systems comply with Ofcom's Metering and Billing Direction. We maintain accurate metering and billing systems, appoint a responsible person to oversee billing accuracy, and conduct regular audits to ensure charges are correctly calculated and applied. If a billing error is identified, we will correct it and credit your account accordingly.
You may choose a 1-month (rolling), 12-month, or 24-month contract. The contract commences on the date of SIM activation.
Contracts do not renew automatically. You will receive a reminder at least 30 days before your contract expires (see Section 8 for end-of-contract notifications).
Under the Consumer Contracts Regulations 2013, you may cancel within 14 days of SIM activation without giving a reason. If unused, you receive a full refund. If used, a pro-rata refund applies less usage charges. To cancel, contact us via any channel in Section 13. Refunds are processed within 14 days of your cancellation notification.
If you request that your service begins during the cooling-off period, you must provide express consent for the service to start before the 14-day period expires. By activating your SIM and using the service, you acknowledge that you will be liable for a proportionate amount for the service already received up to the point of cancellation, and that you will lose your right to cancel once the service has been fully provided during that period.
We will never use pre-ticked boxes to add optional services or charges to your order. Any additional services require your express, active consent before charges are applied, in compliance with the Consumer Contracts Regulations 2013.
Cancelling a fixed-term contract early incurs a charge of 100% of your current monthly bundle price multiplied by the remaining months.
Early termination charges do not apply where you cancel due to a materially detrimental price increase (see Section 9) or where we are in material breach of these T&Cs.
Accounts are inactive if payment is not received within 7 days after the billing cycle. Inactive accounts may be terminated automatically. Upon termination, you lose access to your number, remaining allowances, and associated services. Outstanding charges remain payable.
Under Ofcom rules, you have the right to transfer your mobile number to another provider. We fully comply with Ofcom's porting and switching requirements. You do not need to contact TISA separately to cancel your service when switching; the gaining provider manages the switching process on your behalf.
Text PAC from the number you wish to transfer to 65075. We will reply (where possible) within 60 seconds with your PAC and Switching Information, including outstanding charges, remaining contract term, and financial implications.
PACs are valid for 30 days. You may also request a STAC to leave without keeping your number.
Choose any working day within the 30-day PAC window. Porting takes place Monday to Friday, 09:00 to 17:00 UK time. Requests after 16:00 may complete within two working days.
Issuing a PAC or STAC is free. We do not charge for number porting. Porting is completed within one business day of the porting request in accordance with Ofcom requirements. We minimise downtime but cannot guarantee zero interruption. If porting is delayed beyond one business day due to our error, you may be entitled to compensation in accordance with Ofcom General Condition B3.
Your TISA billing ceases on the date your number is ported to the new provider. You will not be double-billed by TISA and your new provider for the same period. Any remaining prepaid credit or unused bundle allowances are forfeited upon porting, unless otherwise stated in your Contract Summary. We will inform you of any outstanding prepaid credit balance as part of your Switching Information when you request a PAC or STAC.
All outstanding balances remain payable after porting out. Early termination charges apply to fixed-term contracts. Certain services (voicemail, bundled minutes, data) cease immediately upon porting.
We verify all PAC/STAC requests to confirm account holder authority. If verification fails, we contact you and issue the code only after successful confirmation.
Unresolved switching disputes may be escalated to Ofcom or an approved ADR scheme (see Section 13.2).
In compliance with Ofcom regulations, we will send you an End of Contract Notification between 10 and 40 days before your fixed-term contract expires. This notification will include:
If you are on a rolling monthly contract, we will send you an Annual Best Tariff Notification, informing you of any better deals available. These notifications are sent by SMS and/or email to the contact details registered on your account.
We may change our prices from time to time. Any price changes will be communicated as follows:
In accordance with Ofcom General Condition C1 (as amended 17 January 2025), any in-contract price adjustments will be set out clearly in pounds and pence in your Contract Summary and Order Confirmation at the point of sale, before you enter the contract. You will know exactly what any price adjustment will be before you commit.
If we wish to apply a price increase that was not specified in your contract, we will provide at least 30 days' advance notice, and you will have the right to exit your contract without penalty within 30 days of receiving that notice.
If you are on a rolling monthly contract (out of any fixed term), we may adjust prices with at least 30 days' notice. If the adjustment is materially detrimental, you may cancel without penalty.
Activate by texting "ROAM" or "FURTHER" to 1250. Each pass lasts 24 hours from activation.
In compliance with Ofcom regulations, a default financial spending cap applies to data usage while roaming outside Zone 1. Once the cap is reached, data services are suspended until you purchase a roaming pass or opt to lift the cap via the TISA app. This protects you from unexpectedly high bills. You will be notified by SMS when you reach 80% and 100% of the cap.
When you arrive in a new country, we will send you an automatic SMS notification informing you of:
We take reasonable steps to protect you from inadvertent roaming charges in border areas where your device may connect to a foreign network. If you believe you have been charged for inadvertent roaming, contact Customer Support for investigation and a potential credit.
You may request that roaming services be barred entirely on your SIM by contacting Customer Support or through the TISA app. This prevents any roaming charges from being incurred. Barring can be removed at any time upon your request.
The following are blocked by default on all new SIMs:
You may request removal via the TISA app (18+ with age verification). We are not responsible for charges from third-party premium or adult services once unblocked at your request.
Breach may result in throttling, suspension, or termination without notice in serious cases. We reserve the right to report illegal activity to law enforcement and to cooperate with investigations.
Report via any channel or the app. We prioritise these requests and aim to respond within one working hour during business hours.
ADR time limits: You must refer your complaint to CISAS within 12 months of the date the dispute arose, or within 9 months of receiving a Deadlock Letter, whichever is earlier. The ADR decision is binding on TISA if accepted by you. CISAS is completely free for customers.
You may also contact Ofcom at any time if you have concerns about our services. Ofcom does not handle individual complaints but uses feedback to inform regulatory policy. Visit ofcom.org.uk.
Calls to 999 and 112 are always available on TISA SIM services, even without credit, an active bundle, or while roaming. This applies at all times while your SIM is active and inserted in a compatible device with network coverage.
When you make an emergency call, your approximate location information is automatically shared with emergency services as required by Ofcom General Condition A3, to the extent that it is technically feasible.
If you are deaf, hard of hearing, or speech impaired, you can contact emergency services via:
Important: Tisa Home (the international calling app) cannot be used for emergency calls. Use your standard mobile service or a landline. Tisa Home is a VoIP application and does not support access to 999, 112, or any other emergency number.
Check network status at the Tisa Network Status page.
TISA (operated by 9Eons Limited) is the data controller for your personal data. We comply with the UK GDPR, the Data Protection Act 2018, the Data (Use and Access) Act 2025, and the Privacy and Electronic Communications Regulations 2003 (PECR).
We process your data on the following lawful bases under Article 6 of the UK GDPR:
We may share your data with:
We do not sell your personal data to third parties for marketing purposes.
Your data is primarily stored and processed within the United Kingdom and the European Economic Area. Where we transfer data outside the UK/EEA (for example, to infrastructure providers), we ensure appropriate safeguards are in place, including UK Standard Contractual Clauses, adequacy decisions, or binding corporate rules.
Personal data is retained for 24 months following the end of your contract or account closure, unless a longer period is required by law. Call detail records are retained as required by the Investigatory Powers Act 2016.
In the event of a personal data breach that poses a risk to your rights and freedoms, we will notify the Information Commissioner's Office (ICO) within 72 hours of becoming aware of the breach. Where the breach is likely to result in a high risk to you, we will also notify you directly without undue delay, providing details of the breach and recommended protective measures.
We may use automated systems for fraud detection, credit assessment, and network management. You have the right not to be subject to decisions based solely on automated processing that produce legal or similarly significant effects. If automated processing is used, you may request human intervention, express your point of view, and contest the decision.
Under UK GDPR, you have the right to:
To exercise any right, email [email protected]. We respond within 30 days.
TISA may be required to intercept communications or retain communications data pursuant to lawful authority under the Investigatory Powers Act 2016. We maintain lawful interception capability as required by law and will comply with valid warrants, data retention notices, and lawful requests from law enforcement and security services.
Categories of communications data (such as call records, connection data, and location data) may be retained as required by law. We are prohibited from disclosing the existence of specific warrants or notices.
In compliance with the Privacy and Electronic Communications Regulations 2003 (PECR), we will only send you marketing communications (calls, texts, or emails) where you have given opt-in consent. You have the right to opt out of marketing at any time by:
Opting out of marketing does not affect essential service communications (billing, service changes, security alerts).
Our website uses cookies in accordance with PECR. Details of the cookies we use and how to manage them are set out in our Cookies Policy.
Full details of our data processing practices are in our Privacy Policy.
In compliance with Ofcom General Condition C6, TISA supports Calling Line Identification (CLI) on all SIM services. Your mobile number is presented to the person you call unless you choose to withhold it.
You may withhold your number on a per-call basis by dialling 141 before the number, or request permanent CLI withholding by contacting Customer Support.
We do not permit the use of invalid, spoofed, or misleading CLIs. Any misuse of CLI facilities may result in service suspension and may be reported to Ofcom.
You have the right to request an itemised bill at no additional charge. Itemised bills can be viewed in the TISA app or requested by contacting Customer Support. Itemised bills show all calls, SMS, data usage, and charges for the billing period.
You may also request paper bills by contacting Customer Support. A reasonable administration fee may apply for paper billing.
We will send you alerts when:
Alerts are sent via SMS and/or push notification. While we make every effort to deliver these alerts promptly, delivery depends on network availability and we cannot guarantee real-time notification in all circumstances.
Telephone numbers are allocated to TISA by Ofcom and remain the property of Ofcom at all times. You do not own your telephone number. We grant you a licence to use the number for the duration of your contract.
We may need to change your number in exceptional circumstances (for example, regulatory requirement or numbering plan changes). We will provide at least 30 days' notice in such cases. If a number change is materially detrimental, you may cancel without penalty.
Upon termination of your contract (other than by porting), your number will be quarantined for a minimum period before being returned to the number pool for reallocation in accordance with Ofcom's numbering guidance.
In compliance with Ofcom General Condition C1.9 (effective December 2021), TISA does not sell or supply locked SIM cards. All TISA SIMs are provided unlocked and will work in any compatible, unlocked device.
If your device is locked to another network, you will need to contact your device manufacturer or previous network provider to unlock it before using a TISA SIM.
Voicemail is included with all Standard Bundle SIM plans at no additional charge. Voicemail messages are stored for 30 days, after which they are automatically deleted.
Listening to voicemail messages while in the UK is free. Listening to voicemail while roaming may incur data or call charges at the applicable roaming rate.
Voicemail is not available on Lite SIMs unless a voice Add-On is active. Voicemail may be deactivated by contacting Customer Support if you prefer not to use it.
You may upgrade or downgrade your bundle plan at any time through the TISA app or by contacting Customer Support.
Your device must be unlocked and support EE network frequencies. 5G requires a 5G-compatible handset and 5G coverage in your area. TISA is a SIM-only provider; we do not supply handsets.
SIM cards are dispatched via Royal Mail tracked delivery (3 to 5 working days). If your SIM has not arrived within 10 working days, contact us and you may cancel for a full refund.
Risk of loss or damage passes to you upon delivery to your specified address.
All intellectual property rights in the TISA brand, Tisa Home application, website, and related content are owned by or licensed to 9Eons Limited.
You are granted a limited, non-exclusive, non-transferable, revocable licence to use the Tisa Home application for personal, non-commercial use only. You must not copy, modify, distribute, reverse-engineer, decompile, or create derivative works of any TISA intellectual property.
In compliance with Ofcom's Treating Vulnerable Customers Fairly guidelines, TISA is committed to providing appropriate support to customers who may be vulnerable due to age, disability, mental health, bereavement, financial difficulty, or other personal circumstances.
If you or someone you know requires additional support, please contact us. We can:
Our staff are trained to identify and support vulnerable customers with care and sensitivity. We also offer social tariffs or reduced-cost packages for eligible customers experiencing financial hardship. Contact us for details.
Recycle used SIM cards by returning them to: Luminous House, 300 South Row, Milton Keynes, MK9 2FR, United Kingdom.
In compliance with the Telecommunications (Security) Act 2021 and the Electronic Communications (Security Measures) Regulations 2022, TISA takes appropriate and proportionate security measures to protect our network and your data. These include:
In the event of a security incident affecting our network or services, we will notify Ofcom as required and, where the breach is likely to adversely affect you, we will notify you directly with details of the incident and recommended protective measures. We may take immediate action to protect the network, including temporary service modifications, in response to security threats or vulnerabilities.
In compliance with the Open Internet Access Regulation (retained EU Regulation 2015/2120), TISA treats all internet traffic equally. We do not block, throttle, or discriminate against any lawful content, applications, or services, except where necessary to:
Any traffic management measures we apply are reasonable, transparent, non-discriminatory, proportionate, and not based on commercial considerations. We do not offer paid prioritisation of traffic. You have the right to access and distribute lawful content, use and provide lawful applications and services, and use terminal equipment of your choice.
TISA does not currently operate any zero-rating arrangements. If we introduce zero-rating for specific services in the future, we will clearly disclose what is zero-rated and any limitations, and will ensure such arrangements comply with net neutrality requirements.
Under the Consumer Rights Act 2015, our services are provided with reasonable care and skill, within a reasonable time (where no time is agreed), and at a reasonable price (where no price is agreed). In addition:
If our service does not conform to the contract (for example, persistent service failures not caused by factors outside our control), you have the right to require us to repeat performance of the service to bring it into conformity, at no additional cost.
If repeat performance is impossible, or if we fail to carry out repeat performance within a reasonable time and without significant inconvenience to you, you are entitled to a price reduction. The reduction may be up to the full amount of the price, depending on the severity of the non-conformity.
Where we supply digital content (such as the TISA app or Tisa Home application), that content will be of satisfactory quality, fit for purpose, and as described. If digital content is faulty, you are entitled to repair, replacement, or a price reduction as appropriate.
We have taken care to ensure that these T&Cs are fair, transparent, and do not create a significant imbalance to your detriment. Any term found to be unfair under the Consumer Rights Act 2015 will not be binding on you. Core terms (price, service description) are set out in plain language and are prominently displayed in your Contract Summary.
TISA does not currently participate in Ofcom's Automatic Compensation Scheme (which primarily applies to fixed broadband and landline services). However, where you experience a service failure caused by TISA (not by EE network outages or factors beyond our control), we will consider goodwill credits or compensation on a case-by-case basis. Contact Customer Support (Section 13) to make a claim.
TISA's total aggregate liability for any claim during a monthly billing period shall not exceed the monthly recurring charges paid by you for that period.
We are not liable for indirect, incidental, special, consequential, or punitive losses, including loss of profit, data, business, or reputation, even if advised of the possibility.
Our services depend on EE network availability. We do not guarantee uninterrupted service and are not liable for outages beyond our reasonable control.
Nothing excludes or limits our liability for death or personal injury from our negligence, fraud, or any liability that cannot be excluded by English law.
You agree to indemnify, defend, and hold harmless TISA, 9Eons Limited, its affiliates, directors, officers, agents, and employees from claims, liabilities, costs, and expenses (including legal fees) arising from:
This obligation survives termination.
You are solely responsible for charges from third-party services accessed via TISA (app subscriptions, premium texts, in-app purchases). We act only as the carrier and are not responsible for content, delivery, pricing, or cancellation of third-party services. Disputes must be raised directly with the provider.
We shall not be liable for failure or delay caused by events beyond our reasonable control, including natural disasters, pandemics, war, terrorism, civil unrest, strikes, power outages, telecommunications failures (including EE outages), government orders, and cyberattacks. We will use reasonable efforts to mitigate and resume service promptly.
We may update these T&Cs for legal, regulatory, or operational reasons with at least 30 days' notice by email or the TISA app. If a change materially and negatively affects you, you may cancel without penalty within 30 days. Continued use after the notice period constitutes acceptance. Minor clarifying changes may be made without prior notice but will always be available on our website.
These T&Cs are governed by English law. Disputes are subject to the exclusive jurisdiction of the courts of England and Wales.
TISA complies with:
If any provision is found invalid, illegal, or unenforceable, it shall be modified to the minimum extent necessary or deemed deleted. All remaining provisions continue in full force.
These T&Cs, together with our Privacy Policy, Cookies Policy, Price Guide, Contract Summary, and any Order Confirmation, constitute the entire agreement between you and TISA for the Services and supersede all prior agreements and representations.
No third party has rights under the Contracts (Rights of Third Parties) Act 1999 to enforce these T&Cs, except that 9Eons Limited and its affiliates may enforce rights granted to them.
No failure or delay in exercising any right operates as a waiver. A waiver of one breach does not waive subsequent breaches. Waivers must be in writing.
Notices from TISA to you: by email, push notification, or first class post to your registered address. Notices from you to TISA: by email to [email protected].
Email notices are deemed received same business day (if before 17:00) or next business day. Post is deemed received on the second business day after posting.
You may not assign your rights or obligations without our written consent. TISA may assign to any affiliate, successor, or third party provided service quality is maintained. We will notify you within 30 days.
TISA Business is the business communications division of TISA (tisa.one), operated by 9Eons Limited, registered in England and Wales (Company No. 06393882, VAT No. GB 920145856). Registered address: Luminous House, 300 South Row, Milton Keynes, MK9 2FR, United Kingdom.
These Business Terms and Conditions ("Business T&Cs") govern the provision of:
By ordering, activating, or using any TISA Business service, you confirm authority to bind your business and agree to these Business T&Cs.
Mobile SIM services operate on the EE network. Cloud PBX operates over VoIP. We are not responsible for EE outages or your internet connectivity.
Contract Summary: In accordance with Ofcom GC C1, qualifying business customers (micro-enterprises with fewer than 10 employees and turnover/balance sheet under £2 million, small enterprises, and not-for-profit customers) will receive a Contract Summary before entering into a contract. Your express consent will be obtained after receiving the Contract Summary.
These terms are for business customers only. Personal customers should refer to the TISA Personal tab.
TISA Business services are available to registered businesses, sole traders, partnerships, and commercial entities in the United Kingdom. The registering individual must have legal authority to contract on behalf of the business and be at least 18.
You must provide accurate business details including company name, registered address, company registration number (where applicable), VAT number (where applicable), and Account Administrator contact details.
You are responsible for managing Account Administrators and Authorised Users. All activity under your Business Account is your responsibility.
We may verify your business identity and refuse registration if verification fails or we suspect fraud.
Cloud PBX provides VoIP calling, call routing, IVR, ring groups, voicemail to email, call recording, and web-based management. Mobile and desktop applications are included.
| Plan | 12-Month | 24-Month |
|---|---|---|
| TISA Flex | £8.99/user/mo | £6.99/user/mo |
| TISA Max | £13.99/user/mo | £9.99/user/mo |
All prices exclude VAT. Full details at Cloud PBX Pricing.
Both plans include: unlimited incoming calls, 1 UK number per user, 1 extension per user, mobile/desktop apps, voicemail to email, IVR, ring groups, SIP trunking, and 15+ standard PBX features.
TISA Flex: UK outgoing calls at 5p/min (per second, no connection fee).
TISA Max: Unlimited UK outgoing calls. Call recording (30-day storage) included.
International calls are per-minute (per second billing, no connection fee). Rates at Cloud PBX International Rates. All charges exclude VAT.
Each user receives one UK number. Additional numbers available at prevailing rates. You may port existing UK landline/VoIP numbers (typically 7 to 10 working days).
Setup fees may apply and will be confirmed in your Order Confirmation. TISA provides dedicated UK support for initial configuration.
Requires a stable broadband connection (minimum 100 kbps per concurrent call). Call quality depends on your internet. We are not responsible for issues caused by inadequate connectivity.
Available on TISA Max (30-day retention). You are responsible for compliance with recording laws, including informing callers and obtaining consent where required. We provide the capability but accept no liability for your compliance.
Important: Cloud PBX is a VoIP service and has limitations for emergency calls (999/112). Emergency calls via VoIP may not provide accurate caller location information to emergency services, and service availability depends on your internet connection and power supply. If your broadband or power fails, emergency calls via Cloud PBX will not be possible. We strongly recommend maintaining an alternative means of contacting emergency services (such as a mobile phone or landline).
Where Cloud PBX is used with a Pocket Office SIM, emergency calls via the mobile network (not VoIP) will provide standard location information and are not subject to VoIP limitations.
5G SIM-only mobile plans with unlimited UK calls/texts, EU roaming, 5G speeds (up to 250 Mbps), call forwarding, spam protection, and Fleet Management.
| Data | 12-Month | 24-Month |
|---|---|---|
| No Data | £7.99/mo | £5.99/mo |
| 1 GB | £9.99/mo | £7.99/mo |
| 3 GB | £11.99/mo | £9.99/mo |
| 10 GB | £16.99/mo | £14.99/mo |
| 30 GB | £18.99/mo | £16.99/mo |
| 100 GB | £20.99/mo | £18.99/mo |
| Unlimited | £26.99/mo | £24.99/mo |
All prices exclude VAT. Volume discounts available for multi-SIM orders. Full details at Business SIM Plans.
Includes dashboard access for: managing all SIMs, setting per-SIM spend caps, monitoring real-time usage, ordering/activating/suspending SIMs, and generating reports.
Per-minute rates, 180+ destinations. Rates at Business International Rates. Charges exclude VAT.
Dispatched via tracked delivery. Same-day activation for orders before 14:00. Identity verification of Account Administrator may be required.
Transforms any compatible mobile into a full Cloud PBX extension. Make and receive calls on your office landline number from your mobile, with full PBX features including IVR, call recording, voicemail to email, and management portal access.
| Data | 12-Month | 24-Month |
|---|---|---|
| No Data | £9.99/mo | £8.99/mo |
| 1 GB | £14.99/mo | £13.99/mo |
| 3 GB | £16.99/mo | £15.99/mo |
| 10 GB | £19.99/mo | £18.99/mo |
| 30 GB | £24.99/mo | £22.99/mo |
| 100 GB | £28.99/mo | £25.99/mo |
All prices exclude VAT. Details at Pocket Office Plans.
Full PBX extension, office number as Caller ID, call recording, IVR, voicemail to email, portal access, mobile/desktop apps, 5G, emergency calls (999/112).
Pocket Office SIMs integrate with Cloud PBX. Extensions appear in your management portal alongside desk-based extensions, participating in ring groups and call flows. Can also operate standalone without a separate Cloud PBX subscription.
Identical to Business SIM roaming (Section 11). EU roaming included with 25% data in Zone 1.
Business messaging platform with branded Sender ID, personalised messaging, scheduled sending, real-time tracking, analytics, and REST API integration.
| Bundle | Qty | Total | Per SMS |
|---|---|---|---|
| Starter | 1,000 | £50 | 5.0p |
| Growth | 2,000 | £90 | 4.5p |
| Business | 5,000 | £200 | 4.0p |
| Professional | 10,000 | £350 | 3.5p |
| Enterprise | 50,000 | £1,600 | 3.2p |
| Enterprise Plus | 100,000 | £3,000 | 3.0p |
Prices exclude VAT. Postpaid available for high-volume customers. SMS credit does not expire.
Alphanumeric Sender ID (up to 11 characters). Must comply with Ofcom regulations and not impersonate another entity. We may reject or revoke misleading or non-compliant Sender IDs.
You are solely responsible for compliance with:
You must obtain valid consent before marketing messages and provide clear opt-out in every marketing SMS. You must maintain consent records and honour opt-out requests within 28 days.
TISA is not responsible for the content of your messages. You indemnify TISA against any claims, fines, or penalties from your breach of messaging regulations.
Breach may result in immediate suspension and forfeiture of unused credits.
We target 98% delivery for UK mobile numbers. Delivery depends on recipient network availability. Messages typically deliver within 3 seconds. We do not guarantee delivery to disconnected, out-of-coverage, or blocking numbers.
REST API available for integration. Documentation provided on request. You are responsible for API credential security and all messages sent via API. Rate limits may apply.
Prepaid SMS credits are non-refundable except during the 14-day cooling-off period for first-time purchases where no messages have been sent.
All business prices exclude VAT unless stated otherwise. VAT is a separate line item.
We accept debit/credit cards and BACS transfers for invoiced accounts. Invoices are payable within 30 days unless alternative terms are agreed in writing.
Raise within 60 days of invoice date. Undisputed amounts must continue to be paid. We aim to resolve within 14 working days.
Our billing systems comply with Ofcom's Metering and Billing Direction. We maintain accurate metering and billing systems, appoint a responsible person to oversee billing accuracy, and conduct regular audits to ensure all charges are correctly calculated and applied.
12-month or 24-month contracts from service activation. After the minimum term, service continues monthly unless renewed or cancelled. 30-day reminder before expiry.
Sole traders and micro-businesses (fewer than 10 employees, turnover/balance sheet under £2 million) may cancel within 14 days under the Consumer Contracts Regulations 2013. Pro-rata charges may apply for usage. Larger businesses are not entitled to statutory cooling-off unless we offer a voluntary trial.
Qualifying business customers (micro-enterprises, small enterprises, not-for-profit customers) will receive End of Contract Notifications between 10 and 40 days before expiry, including available tariffs and switching information, in compliance with Ofcom requirements.
Not payable if cancelling due to a non-compliant price increase or our material breach.
We may suspend or terminate immediately if you:
Upon termination, all outstanding charges are immediately payable. 30-day data retrieval period applies.
Same PAC/STAC process as Personal terms. Porting is completed within one business day of the porting request. The gaining provider manages the switching process. Outstanding charges and early termination fees remain payable.
You may port UK numbers before termination. Numbers not ported within 30 days of termination are released and may be reassigned.
In compliance with Ofcom General Condition C1 (as amended 17 January 2025), any in-contract price adjustments for qualifying business customers (micro-enterprises, small enterprises, not-for-profit customers) will be stated in pounds and pence in your Contract Summary and Order Confirmation at the point of sale.
For other business customers not in scope of Ofcom GC C1 protections, annual price adjustments are calculated based on the UK Consumer Price Index (CPI) rate published in January of that year, plus 3.9 percentage points, applied on 1 April. The specific adjustment amount will be communicated at least 30 days in advance.
There are no mid-contract price increases outside of the annual review or amounts specified at the point of sale. If we need to apply a price increase not covered by your contract terms, we will provide at least 30 days' notice and you may exit without penalty.
| Service | Rate (ex. VAT) |
|---|---|
| Calls to UK | £0.05/min |
| Local calls | £0.05/min |
| Receiving calls | £0.03/min |
| SMS to UK/Europe | £0.02/SMS |
| Receiving SMS | FREE |
| Data | £0.02/MB |
Short-term business travel only. Maximum 30 continuous days. Permanent/habitual roaming prohibited.
Emergency calls (local numbers, 112) always available while roaming, even without credit.
When an Authorised User arrives in a new country, an automatic SMS notification is sent including applicable roaming charges, fair use limits, spending cap information, and where to find full rate details. We take reasonable steps to protect against inadvertent roaming charges in border areas.
Account Administrators may bar roaming on individual SIMs via the Fleet Management dashboard or by contacting Business Support. This can be useful for cost control on SIMs that should not roam.
We target 99.9% uptime for Cloud PBX (excluding planned maintenance and Force Majeure). This is a target, not a guarantee. Financial SLA credits are available only where a separate SLA is signed.
Typically 01:00 to 05:00 UK time on weekdays, with 48 hours' notice. Emergency maintenance may occur without notice.
We aim to respond within 4 working hours. Critical issues (total outage) are escalated immediately.
ADR time limits: You must refer your complaint to CISAS within 12 months of the dispute arising, or within 9 months of receiving a Deadlock Letter, whichever is earlier. The ADR decision is binding on TISA if accepted by you.
You and Authorised Users must not use TISA Business services for:
You are responsible for all Authorised User usage. Breach may result in throttling, suspension, or termination.
For Bulk SMS and services where you provide recipient data: you are the data controller, TISA is the data processor. You must have a lawful basis (including consent where required) to share data with us.
For account management, billing, and service delivery: TISA is the data controller.
We process business data under: contract performance, legal obligation (Ofcom, tax, Investigatory Powers Act), legitimate interests (fraud prevention, network security), and consent (marketing).
Data is primarily stored in the UK/EEA. Where transferred outside, we use UK Standard Contractual Clauses, adequacy decisions, or binding corporate rules.
We notify the ICO within 72 hours of becoming aware of a breach posing risk to rights and freedoms. Where high risk to you, we notify you directly without undue delay. Where TISA is your data processor, we notify you within 48 hours of becoming aware of a breach affecting your data.
Where TISA acts as your data processor, we may engage sub-processors to assist in service delivery (for example, SMS delivery partners, infrastructure providers). We will maintain an up-to-date list of sub-processors, available on request. We impose equivalent data protection obligations on all sub-processors.
Where TISA acts as data processor, a Data Processing Agreement (DPA) governs processing. The DPA is available on request and forms part of these Business T&Cs. The DPA includes provisions for audit rights, allowing you or your representative to verify our compliance with data protection obligations, subject to reasonable notice and confidentiality.
Business data retained for 24 months post-contract unless law requires longer. Upon contract termination, we provide a 30-day period for you to retrieve your data, after which it is securely deleted.
TISA may be required to intercept communications or retain communications data pursuant to lawful authority under the Investigatory Powers Act 2016. We maintain lawful interception capability as required by law and will comply with valid warrants, data retention notices, and lawful requests from law enforcement and security services. We are prohibited from disclosing the existence of specific warrants or notices.
In compliance with PECR, we will only send marketing communications where you have given opt-in consent. You may opt out at any time by contacting Business Support, replying STOP to any marketing SMS, or clicking unsubscribe in any marketing email. Opting out does not affect essential service communications.
Access, rectification, erasure, restriction, objection, and portability rights as per UK GDPR. Contact [email protected]. We respond within 30 days. See our Privacy Policy.
Telephone numbers are allocated by Ofcom and remain Ofcom's property. You are granted a licence to use allocated numbers during your contract. Numbers must be used in compliance with Ofcom's numbering guidance. Upon termination, unreported numbers are returned to the pool.
In compliance with Ofcom GC C6, TISA presents valid CLI on all calls. We do not permit the use of invalid, spoofed, or misleading CLIs. Cloud PBX users' CLI presents their assigned UK number. Misuse may result in suspension and regulatory reporting.
In compliance with Ofcom GC C1.9, all TISA Business SIMs and Pocket Office SIMs are provided unlocked.
All IP in TISA brand, Cloud PBX platform, portal, apps, Bulk SMS dashboard, API, and related content is owned by or licensed to 9Eons Limited. You receive a limited, non-exclusive, non-transferable licence for internal business use during your contract. You must not copy, modify, reverse-engineer, or create derivative works.
TISA's total aggregate liability for all claims in any 12-month period shall not exceed the total Charges paid by you in the 12 months preceding the claim.
We are not liable for indirect, incidental, special, consequential, or punitive losses including loss of profit, revenue, savings, business, contracts, opportunity, data, goodwill, reputation, or wasted management time.
Nothing excludes liability for death/personal injury from negligence, fraud, or liability that cannot be excluded by English law.
You indemnify TISA against claims, liabilities, damages, costs (including legal fees) from:
Survives termination.
Each party keeps confidential all information received from the other that is marked or reasonably understood as confidential (pricing, technical specs, customer data, business plans, account details).
Disclosure permitted only to employees/agents/contractors bound by equivalent obligations, where required by law, or with prior written consent.
Confidentiality survives termination for 2 years.
Both parties comply with the Bribery Act 2010 and all applicable anti-corruption laws. Neither party shall offer, promise, give, or accept any bribe, facilitation payment, or other improper advantage in connection with these Business T&Cs.
You shall maintain adequate procedures to prevent bribery by your employees, agents, and subcontractors. Breach of this clause is a material breach entitling immediate termination.
TISA maintains business continuity and disaster recovery plans for our Cloud PBX platform and core infrastructure. These plans are reviewed annually and tested periodically.
In the event of a service disruption, we will activate recovery procedures and provide status updates through our support channels. Our recovery objectives are to restore core services within 4 hours of a critical incident, though this is a target, not a guarantee.
Upon termination or expiry of your contract, we will provide reasonable transition assistance for a period of 30 days, including continued access to download call recordings, reports, and configuration data. Extended transition support may be available at our then-current professional services rates.
In compliance with the Telecommunications (Security) Act 2021 and the Electronic Communications (Security Measures) Regulations 2022, TISA takes appropriate security measures to protect our network, services, and your data. This includes protecting stored data, securing critical functions, monitoring for threats, and managing supply chain risks in accordance with the Telecommunications Security Code of Practice.
In the event of a security incident, we will notify Ofcom as required and, where likely to adversely affect you, notify you directly. We may take immediate action to protect the network in response to security threats, including temporary service modifications.
In compliance with the Open Internet Access Regulation (retained EU Regulation 2015/2120), TISA treats all internet traffic equally. We do not block, throttle, or discriminate against lawful content, applications, or services, except where necessary for legal compliance, network integrity, temporary congestion management, or emergency response. Any traffic management is reasonable, transparent, non-discriminatory, and not commercially motivated.
Where the Consumer Rights Act 2015 applies to your business (sole traders and micro-businesses), our services are provided with reasonable care and skill, within a reasonable time, and at a reasonable price. You have the right to:
For larger businesses not covered by CRA 2015, service remedies are governed by these Business T&Cs, any separate SLA, and general contract law.
Neither party is liable for failure or delay caused by events beyond reasonable control (natural disasters, pandemics, war, terrorism, strikes, power outages, network failures, government orders, cyberattacks). The affected party notifies the other promptly and uses reasonable efforts to mitigate.
If Force Majeure continues for 90+ consecutive days, either party may terminate affected services without early termination charges.
We may update with at least 30 days' written notice to the Account Administrator. If a change materially and negatively affects your services (beyond annual price adjustments per Section 10), you may terminate without penalty within 30 days of notice. Continued use constitutes acceptance.
Governed by English law, exclusive jurisdiction of courts of England and Wales.
TISA complies with:
If any provision is found invalid, it shall be modified to the minimum extent necessary or deemed deleted. All remaining provisions continue in full force.
These Business T&Cs, together with our Privacy Policy, Price Guide, Contract Summary (where applicable), Order Confirmation, any signed SLA, and any DPA, constitute the entire agreement and supersede all prior agreements.
No third party has rights under the Contracts (Rights of Third Parties) Act 1999, except 9Eons Limited and its affiliates may enforce their rights.
No failure or delay by either party in exercising any right operates as a waiver. Waivers must be in writing signed by an authorised representative.
Notices from TISA: by email to Account Administrator or recorded delivery post. Notices from you: by email to [email protected].
Email notices deemed received same business day (before 17:00) or next business day. Post deemed received on second business day after posting.
You may not assign without our prior written consent (not unreasonably withheld). TISA may assign to any affiliate, successor, or third party provided service quality is maintained, with 30 days' notice.