Term and conditions

These Terms & Conditions set out the terms under which Tesco Stores Limited (“Tesco”), provides you with the ability to make calls using either Tesco’s physical pre-paid phone cards (“SmartCaller Card(s)”) or through the SmartCaller mobile phone application (the “App”) (together referred to throughout these terms as “SmartCaller Services”). From time to time we may offer promotions, offers, competitions and additional benefits to our customers, the terms of which are available here, should be read in conjunction with these Terms & Conditions.

Please read these Terms & Conditions carefully as they affect your rights and liabilities under the law and the terms governing your use of Tesco’s International Calling Services. By using SmartCaller Services, you agree to these Terms & Conditions. The essential terms of these Terms & Conditions are:

  • We do not recommend that you try to call an emergency services number using SmartCaller Services for a number of reasons. Please dial the relevant number from your standard mobile or landline.
  • When you top-up your credit will last for 180 days from the last time you incurred a chargeable service.
  • When using a SmartCaller a 4p connection charge applies in addition to any applicable charged from your mobile or landline provider and the international destination rate. The +4p connection charge is not applicable for calls made via the App.
  • The top-up process, including payment credit cards details are securely processed by Mi-Pay Limited, and all queries relating to top-up and payment processes should be directed to customer care who will re-direct your query accordingly.
  • All international destination rates are subject to change. For the current rates, check the App or our website www.tescointernationalcalling.com

If you have any queries, please contact us by phoning our Customer Services on 0345 025 5550 or emailing us at care@tescointernationalcalling.com. Alternatively, please read our FAQs to see if you can find the answer your query there.

References to “we”, “us” and “our” are to Tesco and we refer to you as “you” and “your”, while words that begin with capital letters are used across these terms as definitions.

1. What are SmartCaller Services?

1.1 SmartCaller Services can be accessed using the SmartCaller Card or the SmartCaller App. To utilise the service and make calls around the world you must first purchase Credits or top-up by purchasing a voucher of a certain monetary value which will be applied towards a specific SmartCaller Card or App. To top-up:

1.2 SmartCaller Services top-up comes in a variety of monetary values (“Credit(s)”). Please see the FAQs on our website tescointernationalcalling.com for the details of the top-up amounts we currently offer.

1.3 Generally there are three parts to the process of making a call, but how this is achieved by vary by service:

1.4 Text messages can also be sent to international destinations and are billed as per the rate outlined either within the App or online at tescointernationalcalling.com. Text messages can be 160 characters in length and if you go over this threshold you will be charged for multiple messages. We cannot guarantee that your mobile phone number will be displayed to the individual that you are sending the text message but will make best endeavours to display. If for any reason you are unable to send a text message to specific countries please contact our Customers Services team and we will investigate further. We cannot guarantee that all messages will be successfully delivered as we are dependent on Operators in country.

1.5 For further information on how to use your SmartCaller Services, please see ‘How it works’ on our website tescointernationalcalling.com.

  • A physical SmartCaller Card, follow the 3 stage process outlined in clause 1.3; and the SmartCaller App, via the ‘My Card’ tab of the App using a credit card, pre-purchased voucher or redeeming a promotion code.
  • Connection Charge: this is a one off 4p charge each time you use a SmartCaller Card which covers the costs of our UK switching equipment.
    This component does not apply to use of SmartCaller Services using via the App.
  • Access Number Charge: this is a UK geographical number, which you will need to dial when using a SmartCaller Card or will be automatically dialled when using the App.
    We do not charge you for this part of the call, but your phone provider may, as they would if you were making a call to a UK landline. These calls are commonly included in your inclusive minute bundles and are free from Tesco Mobile.
    This component does not apply to use of SmartCaller Services using the ‘Wi-Fi feature on the App.
  • Destination Rates: these are minute plus minute rates charged for calling the specified country and will vary depending on whether you are calling a mobile or landline.
    Please click here or check the ‘Rates’ tab of the App for the current Destination Rates as published and updated from time to time. In the event of a conflict between the published Destination Rates on tescointernationalcalling.com, the App, a physical SmartCaller Card or in any other media, the Destination Rates set out on tescointernationalcalling.com shall take precedence.
    1. Top-up of an existing SmartCaller Card through the IVR number;
    2. Top-up via the App; or
    3. Top-up of existing card in-store,

2. Validity Period

2.1 Credits (whether applied to your SmartCaller Card or the App) purchased as a:

are valid for 180 days from the time of purchase or the date of your last top-up within the 180 days (“Validity Period”). This means that if you top-up within 180 days of your previous top-up, your Validity Period will re-start from the new date of top-up. You can top-up your SmartCaller Card or App as many times as you like. After the Validity Period, you will still be able to access your SmartCaller Card or App, but you will lose any remaining Credit and you will need to top-up to use chargeable services, such as international calling.

3. Call Rates

3.1 Each time you use SmartCaller Services, the Credit on your SmartCaller Card or App will be reduced by the charges incurred, calculated by Tesco applying and deducting the total of the Destination Rates and any Connection Charge that may apply, plus any Surcharge (as defined at paragraph 3.2 below). All calls using the SmartCaller Services are charged in one minute increments, rounded up to the nearest minute.

3.2 Some calls have an additional charge referred to as a “Surcharge” which is incurred for specific services (e.g. 0800 access numbers, collect calls, or use of a BT payphone). For further details of when Surcharges apply, please see our FAQs on our website.

3.3 We do not charge you for calling our Access Numbers which start 01, 02, or 03. However, while these types of numbers are usually included in bundles allowances, you may incur charges from your phone service provider so please contact them to check whether this is the case and, if so, familiarise yourself with the charges which apply. By using the ‘prefer Wi-Fi’ feature within the App you can avoid Access Number charges or usage of your allowances that you could otherwise incur from your phone service provider. Wi-Fi data charges may apply. The Access Numbers are free to call for Tesco Mobile customers.

3.4 Connection Charges, Destination Rates and Surcharges are subject to change at any time and updated on our website tescointernationalcalling.com and on the App. Please click here for the most up to date Destination Rates, Connection Charge and Surcharges before you make a call as you will be charged at the then current rates listed at the time you make your call.

3.5 All Connection Charges, Destination Rates and Surcharges published on our website and App include VAT.

3.6 *Please note that as of the 10th September 2014, there is a 90p PER MINUTE surcharge to call the 0800 097 2468 Access number from a payphone. This is a charge that has been imposed by the payphone operators and, unfortunately, something that is beyond our control. We recommend that you use the Local Access Number where possible, or seek and alternative way of accessing our service, either by mobile or landline, via the 0330 0010 252 number. Click here for more information.

4. Security and Refunds

4.1 It is your responsibility to ensure the security of your access to the SmartCaller Services. For this reason we suggest you do not write your access PIN on your SmartCaller Card or install the App on a mobile phone that is not PIN protected. In this occurrence, please call our customer care as soon as possible to block use of your Credit.

4.2 Where the security of your access to SmartCaller Services is compromised (such as your mobile phone being lost, stolen or damaged), and you Credit is used in an unauthorised manner, we are not able to provide you with a refund of any Credit used in such manner.

4.3 If you are unable to confirm your confirm that you are the rightful owner of Credit on your SmartCaller Card or App, we are unable to transfer the Credit to another SmartCaller Card or App and you may lose any remaining Credit. You will also lose any remaining Credit to use the SmartCaller Services after the Validity Period expires.

4.4 Should you change your mind about your purchase within 30 days, we’ll happily offer a refund provided no credit has been used. For purchases made using the IVR system, please contact 03450255550. For purchases made in store using a voucher, please return to store with your voucher and original receipt.

  • in the United Kingdom – using SmartCaller Card or App; and
  • outside the United Kingdom – using the Wi-Fi feature of the App most easily selected via the Travel Mode setting.
    To avoid significant charges when overseas it is important to turn on ‘Travel Mode’ within the ’Settings’ tab of the App. This will ensure calls via the App are only made via Wi-Fi and do not call the Access Number and incur roaming charged for a call back to the United Kingdom.

Apps

  • Smart Caller Android App
  • Smart Caller IOS App

Popular Destinations

  • Pakistan
  • Germany
  • USA
  • Spain
  • Bangladesh

Head Office

  • USA 244 Fifth Avenue, New York NY 10001
  • Phone: 19146629749
  • Fax: 234234234
  • Email: info@intellogue.com