Trade-In Program Terms and Conditions

The Five Tech Ltd (Five Tech) Trade-In Program Terms and Conditions, along with our Terms and Conditions, and Privacy Policy, state the legal terms applying to the trade-in of your mobile phone (Product). Please note that by initiating a trade-in you agree to these terms. If you do not accept these terms you will not be able to trade-in any products via our services. Terms and Conditions are subject to change without notice.

1. About Us

• 1.1. The trade-in program is operated by Five Tech registered in England & Wales No. 07267226
• 1.2. Whilst the trade-in service is available on the OPPO E-Shop, the Trade In service is provided by Five Tech , an independent Agent to OPPO. OPPO (and its affiliates and subsidiaries) are not a party in the Trade-In Contract between yourself and Five Tech , thus you shall indemnify OPPO for all liabilities.

2. Personal Information and your responsibility.

• 2.1. We use your personal information in line with our Privacy Policy and relevant Data Protection Policy and Laws.
• 2.2. It is your responsibility to:
  • i. Remove your SIM card and any memory cards before sending your product to us. Both the SIM and Memory card may contain private information and/or allow access to your network airtime. If you fail to remove the SIM or Memory card you agree to release us from all claims, losses and damages relating to the use of the SIM or memory card, before or after receiving your product. Any SIM or Memory cards received by us are non-returnable and shall be disposed of
  • ii. Delete and remove all personal files and data. If a Product is received with Data still left on it Five Tech may reject the Product and cancel the contract. Please ensure you remove all data and rest the Product to factory settings before handing or sending it to us
  • iii. Switch off ‘Find My device’ or equivalent on your Product if it is an Apple product.
  • iv. Where a Product is received by Five Tech which, when the Product is turned on, appears not to have been reset to factory settings and data is immediately obvious from the screen, then you hereby authorise Five Tech Limited shall take reasonable actions to wipe or remove any stored Data from the Product by resetting the Product to factory settings in accordance with the manufacturer’s recommended guidelines and utilizing the reset functions on the Product to do so. Five Tech accepts no responsibility for failure to maintain the integrity or confidentiality of any data beyond its legal requirements and does not warrant or guarantee that resetting the Product to factory settings will permanently delete any Data or personal information. Five Tech will ensure correct measure regarding data cleansing is undertake.
  • v. By sending your Product to us, you agree to release us from all claims, losses or damages with respect to the SIM, data or Product. We accept no responsibility in relation to the security, protection, confidentiality or use of such data or the SIM.
  • vi. It will not be possible for you to obtain any data or other content from the Product, whether stored on the Product or memory card, once it has been sent in to us.
  • vii. You agree that you have the sole responsibility to keep a separate backup copy of any data before sending your Product to us; and that you have taken all reasonable steps to eliminate and delete data that is deemed personal or confidential. Data recovery is not a part of the trade-in service and we and OPPO accept no responsibility or liability for any lost data.
  • viii. Ensure that all Apple devices have iCloud deactivated. For Android devices running version 5.1 or higher, Google Accounts must be removed to prevent Factory Reset Protection (FRP).

3. About you (the consumer, You)

• 3.1. For the purposes of these Terms, "Consumer" means an individual who is acting for purposes which are outside his or her business, as defined by the European Communities (Unfair Terms in Consumer Contracts) Regulations 1995 (as amended). Subject to clause 6, if you are a Consumer, by trading-in Products via our Site you warrant that:
  • i. You are at least 18 years old or, if you are under 18 years of age, that you have obtained your parent’s or guardian’s consent to sell your Products to us for the sum indicated via our Site;
  • ii. You are the sole owner of the Product or have been authorised by the owner of the Product to make decisions on the Product and to trade it in and there are no liens, encumbrances or security interests in or attached to the Product and that no other party has a legal interest in it;
  • iii. The Product is not counterfeit, stolen or fraudulent;
  • iv. In using the OPPO Store website and trading-in the Product, you are not infringing any intellectual property right of a third party;
  • v. You are resident in Great Britain or Northern Ireland and that you are accessing our Site from that territory; and
  • vi. You are legally capable of entering into a binding contract with us;
  • vii. You are not an OPPO reseller
• 3.2. If you are a Consumer then these terms and conditions shall not affect any statutory rights you may have as a consumer.
• 3.3. Excluded customers
  • i. Product dealers, stockists, or specialist retailers, resellers or distributors of Products are excluded from the offers on this Site unless a specific exception has been agreed in writing by a director of Five Tech

4. Valuing your Product

• 4.1. You warrant that you will accurately describe the condition of your Products so that we are able to provide an initial quotation before we are in receipt of, and able to, inspect the Product (the "Original Quotation").
• 4.2. For your Product to meet the cracked / not functioning requirement, it must satisfy the following criteria:
  • i. Device is not functioning properly (e.g., cracked screen, hardware faults).
  • ii. Must be intact (not crushed, bent, or snapped) and pass the IMEI check.
  • iii. No accessories required.
  • iv. Apple devices must have iCloud deactivated, and Android 5.1+ devices must have Google accounts removed.
• 4.2.1 Please note that if your device falls under the cracked/ not functional criteria, we will not be able to provide you with an estimated amount but we will be able to recycle your mobile for you free of charge.
• 4.3. For your Product to be in full working order it must satisfy the following criteria:
  • i. Device is in poor condition but still fully functional.
  • ii. May have significant scratches, dents, or cosmetic damage.
  • iii. Must include all essential accessories.
  • iv. No box required.
• 4.4. For your Product to meet the good condition requirement, it must satisfy the following criteria:
  • i. The Product is unlocked.
  • ii. The product powers on and functions normally, and must be in good condition.
  • iii. Light signs of use, such as minor scratches or scuffs, but no deep scratches, cracks, or dents.
  • iv. Fully functional with no performance issues.
  • v. Accessories included (may be missing original packaging but must be official).
• 4.5. For your Product to meet the Excellent condition requirement, it must satisfy the following criteria:
  • i. Device is in pristine condition with no visible scratches, dents, or signs of wear.
  • ii. Fully functional with no hardware or software issues.
  • iii. All original accessories included and in perfect condition.
  • iv. Comes with the original box and inserts.
• 4.6. Five Tech does not accept any Apple iPhone that has an Activation Lock via an iCloud account or any other Product that follow a similar procedure.
• 4.7. If you are in any doubt as to the condition of a Product, you are advised to contact us first before sending in your Product.
• 4.8. Upon receipt of your Product, we will carry out an Inspection. Any incorrect or inaccurate Product descriptions may result in us re-evaluating our Original Quotation to produce a Revised Quotation.
• 4.9. You must ensure that we are in receipt of the Products within 14 days of the date that we provide the Original Quotation. If we are not in receipt of a Product in such 14 day period, we reserve the right to offer you the lower of the: (i) Quotation; or (ii) current price on the Site on the day the Products arrives with us, subject to the clause 6 and 7 below.

5. Lost, Blocked, Stolen and Fake Products and Pre-Pay Box Breaking

• 5.1. We will make no payments to customers for Products received which are Lost, Blocked, Stolen or Fake.
• 5.2. We reserve the right to inform the relevant authorities if there is any suspicion that there is a deliberate attempt to perpetrate a fraud. We reserve the right to reclaim any money paid to you if it is discovered within three months of the return of that Product that the Product has either been reported as Lost, Blocked or Stolen or the Product is discovered to be a Fake.
• 5.3. Products which are Lost, Blocked, or Stolen will not be returned in accordance with Home Office guidelines. Fake Products will only be returned if we consider (in our sole opinion) that they were remitted in good faith.
• 5.4. We reserve the right to refuse to pay for any Products which we believe are derived from Prepay Box Breaking.

6. Inspection and Revised Quotation

• 6.1. Once your Products have been received by us, we will inspect the Product to check to see if it complies with the description that you provided us.
• 6.2. The Inspection will focus on, amongst other things, the model and condition of the Product. If the model and/or condition are different to your original description, the Original Quotation will be adjusted. Should our Inspection reveal that you have sent us a different model than the one that we provided an Original Quotation for, we will offer an amount for the different model (subject to the condition of the Product).
• 6.3. We will contact you via email or text to confirm the amount we will offer for such Product as adjusted, if necessary, by these Terms (the "Revised Quotation"). You will have 5 working days from the date that we have sent the email or text in which to accept the Revised Quotation provided that we cannot be held responsible for the non-delivery of emails because of spam email or junk filters. If you:
  • i. Choose to decline the Revised Quotation within the 5 working day period, you may ask us to return the Products to you. Please allow for up to 10 working days to receive your returned Products. If for any reason we cannot send you back your original Product then we will be obliged to make payment of the sum equal to the Original Quotation; or
  • ii. Do not reply within 5 working days of us sending the email or text, we will pay you the Revised Quotation
  • iii. You shall Indemnify Five Tech of all liabilities in regard to transit of the Product back to You. Five Tech shall hold no responsibility regarding returned Product which You consider has been damage by Five Tech or its third-party courier service.
• 6.4. Under no circumstances can Products be returned by us to you after the expiry of the five working day period detailed in clause 6.3.
• 6.5. Additional accessories that have been sent in with your Product which have not been requested by us cannot be returned to you.

7. How to contract is formed

• 7.1. Nothing on this site is an offer to purchase any goods or services.
• 7.2. Sending Products to us shall constitute an offer by you to sell such Products to us in return for the Original Quotation ("Your Offer"). However, please note that this does not mean that Your Offer has been accepted.
• 7.3. No Contract will be formed until either:
  • i. We accept Your Offer, by paying to you a sum equal to the Original Quotation; or
  • ii. You have accepted our Revised Quotation and we make a payment to you of a sum equal to the Revised Quotation, within the time frame set out in clause 8.

8. Payments

• 8.1. We Initiate payments to you via a Partial Refund applied to the purchase of your new OPPO mobile phone within 28 days of purchase, receipt, and inspection.
• 8.2. All quotations and payments include VAT.

9. Electronic Communication

• 9.1. Communication between you and us via the OPPO Store or email uses electronic means. You consent to receive communication from us in an electronic form; and agree to all terms and conditions, notices, disclosures and other communication we provide to you electronically. Which satisfy any legal requirement that such communications would satisfy if it were in a writing.

10. Waiver

• 10.1. If you breach these terms of use and we take no action, we will still be entitled to use our rights and remedies at a later date or in other situations where you are in breach.

11. Alterations to these Terms of Use

• 11.1. We may revise these terms of use at any time by modifying this page. You are expected to check this page from time to time to take notice of any changes we make, as they are binding on you. Some of the provisions contained in these terms of use may also be superseded by provisions or notices published elsewhere on the OPPO Store.

12. Jurisdiction and Applicable Law

• 12.1. These terms of use (and any dispute, controversy, proceedings or claim of whatever nature arising out of or in any way relating to these terms of use or their formation) will be governed by and construed in accordance with the laws of England and Wales. You agree to submit to the non-exclusive jurisdiction of the English courts, as do we, regarding any dispute arising from, or related to, these terms of use or related contract.

13. OPPO Find N2 Flip Enhanced Trade-in Promotion - 2nd March to 26 April 2023

• 13.1 This promotion is only applicable to the OPPO Find N2 Flip device.
• 13.2 Customers who trade in with the OPPO Find N2 Flip device during the promotion period will receive an enhanced trade-in value of £100.
• 13.3 The promotion period for enhanced trade-in starts with the launch of Find N2 Flip on 2nd March 2023 and ends on 26th April 2023.
• 13.4 The enhanced trade-in value will be applied to the final trade-in value of the device.
• 13.5 The enhanced trade-in value of £100 is not redeemable for cash or any other form of credit.
• 13.6 All other terms and conditions apply.

14. OPPO Find X8 Pro Enhanced Trade-in Promotion - 21st November to 31st December 2024

• 14.1 Eligible customers will receive an additional trade-in value of £100 on top of the final trade-in value of their working smartphone.
• 14.2 If you trade in an OPPO Find Series device, you will receive an additional trade-in value of £200 on top of the final trade-in value of your smartphone.
• 14.3 Offer only applicable if you buy a Find X8 Pro on pre-order via the OPPO E-Store between 21/11/2024 and 31/12/2024 and trade-in a qualifying working smartphone.
• 14.4 The initial trade-in value will vary from device to device and depend on the condition. Upon receiving your device, we will inspect it to confirm its condition matches the description you provided. If the condition is different, we will contact you to let you know.
• 14.5 Payment will be made separately to purchase and after we have received your device and inspected its condition. Payment will be made to the original purchase method.
• 14.6 We will ship your Trade-In Kit with your new device. We must receive your existing smartphone within 2 weeks post receipt, otherwise, we will not be able to process this claim.
• 14.7 The enhanced trade-in value of £100 or £200 is not redeemable for cash or any other form of credit.
• 14.8 OPPO E-Store and its partners (Fivetech Ltd) reserve the right to change, alter, or discontinue this promotion at any time without prior notice.
• 14.9 We do not accept non-working devices and any devices that are cracked, smashed, or otherwise physically damaged as part of this promotion.
• 14.10 All other terms and conditions apply.

15. OPPO Enhanced Trade-in Promotion – 7th July to 3rd August 2025

• 15.1 Eligible customers will receive an additional trade-in value of either £100 or £150 on top of the final trade-in value of their working smartphone, depending on the device purchased (see breakdown below).
• 15.2 If you trade in a working OPPO Find or Reno Series device, the following enhanced trade-in values will apply:

  Eligible Devices	Enhanced Trade-in Bonus
  Reno13 Pro 5G	Receive an additional trade-in value of £150 on top of the final trade-in value of your working smartphone
  Reno13 5G, Reno13 FS 5G, Reno13 F 5G	Receive an additional trade-in value of £100 on top of the final trade-in value of your working smartphone

• 15.3 Offer only applicable if you buy one of the above devices via the OPPO E-Store between 07/07/2025 and 03/08/2025 and trade-in a qualifying working smartphone.
• 15.4 The initial trade-in value will vary from device to device and depend on the condition. Upon receiving your device, we will inspect it to confirm its condition matches the description you provided. If the condition is different, we will contact you to let you know.
• 15.5 Payment will be made separately to purchase and after we have received your device and inspected its condition. Payment will be made to the original purchase method.
• 15.6 We will ship your Trade-In Kit with your new device. We must receive your existing smartphone within 2 weeks post receipt, otherwise, we will not be able to process this claim.
• 15.7 The enhanced trade-in value of £100 or £150 is not redeemable for cash or any other form of credit.
• 15.8 OPPO E-Store and its partners (Fivetech Ltd) reserve the right to change, alter, or discontinue this promotion at any time without prior notice.
• 15.9 We do not accept non-working devices and any devices that are cracked, smashed, or otherwise physically damaged as part of this promotion.
• 15.10 All other terms and conditions apply.

16 | OPPO Enhanced Trade-in Promotion – 28 October to 30 November 2025

Eligibility Criteria

To qualify, participants must:

• Be aged 18 or over and resident in the United Kingdom.
• Purchase an eligible device listed below from the official OPPO E-Store between 28 October 2025 and 30 November 2025 (“Promotion Period”).
• Complete a valid trade-in of a working smartphone using the official OPPO Trade-In Kit and return the device within 14 days of receiving their new device.
• Provide truthful and accurate information about the trade-in device’s condition.

Enhanced Trade-in Offer

• 16.1 Eligible customers will receive an additional trade-in value of either £100, £150, or £200 on top of the final trade-in value of their working smartphone, depending on the device purchased.
• 16.2 Breakdown of Enhanced Trade-in Values:

Eligible Devices	Enhanced Trade-in Bonus
Find X9 Pro 5G	Receive an additional trade-in value of £200 on top of the final trade-in value of your working smartphone
All other brands	Receive an additional trade-in value of £100 on top of the final trade-in value of your working smartphone

• The Enhanced Trade-in Bonus (£100/£200) is an additional amount paid on top of the independently appraised trade-in value of your working smartphone. The total payment equals the appraised trade-in value + the Enhanced Bonus, payable after inspection and approval.

Promotion Validity

• 16.3 Offer applies only to purchases made via the OPPO E-Store between 28/10/2025 and 30/11/2025 and requires a qualifying working smartphone trade-in.

Payment Process

• 16.5 Payment will be made separately from your purchase, only after we have received and inspected your trade-in device. Payment will be issued to the original payment method used for your order.

Device Grading and Evaluation

• 16.5 a The final trade-in value is determined by our authorised trade-in partner based on physical and functional condition.
• Grading standards (e.g., Mint/Excellent, Good, Working, Cracked/Not Functioning) are defined on the OPPO E-Store Trade-in page.
• In the event of a dispute, the grading by the authorised trade-in partner will be final.

Return Timeline

• 16.6 The Trade-In Kit will be shipped to you. You must return your existing smartphone within 14 calendar days of receiving your new device.
• Devices returned late may forfeit both the base and enhanced trade-in values. OPPO is not liable for lost or delayed shipments.

Fraud and Misuse

• 16.7 The enhanced trade-in bonuses (£100/£150/£200) are not redeemable for cash or any other form of credit.
• OPPO UK reserves the right to withhold, cancel, or recover bonuses where fraudulent activity or misuse is suspected (e.g., multiple claims for the same device or use of non-UK addresses).

Promotion Ownership

• 16.8 This Promotion is organised by Unumplus Limited (“OPPO UK”) in partnership with Five Tech Limited (“Five Tech”), the authorised operator of the OPPO E-Store (www.oppostore.co.uk)
• OPPO UK remains the promoter and final decision-maker for eligibility and benefit approval.

Excluded Devices

• 16.9 a “Non-working” devices are defined as those that:
• OPPO UK remains the promoter and final decision-maker for eligibility and benefit approval.

• • Cannot power on or hold charge
• • Have severe screen or liquid damage preventing use
• • Are locked to accounts (e.g., Google, iCloud, Samsung) preventing factory reset or reuse
• Devices that are account-locked, stolen, or reported lost will not receive any payment or bonus.

General Terms

• 16.10 All other standard terms and conditions apply.

Data Responsibility

• 16.11 OPPO UK is not responsible for any personal data left on your device. You must perform a full factory reset and remove SIM cards prior to sending your device.
• OPPO UK is not liable for loss or damage during transit once the device has been shipped via the provided Trade-In Kit.

Account Removal Requirement

• 16.11 a Before sending your device, you must:
• • Perform a factory reset
• • Sign out of and remove all activation locks (e.g., iCloud, Google, Samsung, Find My Device)
• • Remove SIM and memory cards Failure to complete these steps may result in rejection or non-payment.

Amendments and Jurisdiction

• 16.12 OPPO UK reserves the right to amend or withdraw the promotion at any time without prior notice.
• Amendments will not affect valid purchases or claims submitted before the change. These Terms and Conditions are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the English courts.

17 | MTR Terms and Conditions

MTR Trade-In terms and conditions for the supply of services to trade in and recycle mobile phones and tablets

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1. Terms

These are the terms and conditions (the "Terms") which govern the devices we buy from you. By sending us your device or devices you agree to be bound and are bound by these Terms. These Terms tell you who we are, how we will provide services to you, how you and we may change or end the contract that we have entered into, what to do if there is a problem, and other important information.

Please read these Terms carefully before you send us your device and take note of your IMEI number in case there is a problem with your Order. Your IMEI number can be found by typing in *#06# (or in your device settings). It should also be printed on the back of your device or under the battery.

2. Additional Terms

In addition to these terms and conditions, the following terms also apply to your use of our websites and data protection:

• Privacy Policy
• Terms and Conditions
• Android Privacy Policy

3. Information About Us and How to Contact Us

3.1 We are MTR Group Limited a company registered in England and Wales under company registration number 7839241 and our registered office is at Duke House, Perry Road, Harlow, CM18 7ND. Our registered VAT number is 123 8610 32. "MTR Trade-In", "MTR Very Trade-In" and "verytradein.mtr.co.uk" are all trading names of MTR.

3.2 You can contact us by telephoning our customer service team at 03332079424 or by writing to us at email: [email protected].

3.3 If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your Order.

3.4 When we use the words "writing" or "written" in these terms, this includes emails.

4. Our Contract with You and Your Order

4.1 Offer and acceptance – How we accept your Order:
Before you send your device to us, you will need to complete an online trade-in form (the "Order") for each device, after which we will provide you with an estimated price for your device. Your Order must be complete and accurate, and you must update us if any of the information changes. If the Order information is not complete or accurate, you may not receive the full estimated price. The Order is an offer to us for us to purchase the device. The contract between us and you is formed, subject always to these Terms, when we confirm receipt of and accept your Order save that the contract is conditional upon us receiving the device and it meeting the criteria set out in the Order. The estimated price that we provide to you may be varied by us and does not constitute our acceptance of your Order.

4.2 If we cannot accept your Order we will inform you of this and will not charge you for the service.

4.3 Submitting an Order will create an account on the site, unless you select the appropriate option on the Order. In order to submit an Order and sell us your device, you must be:

• a UK resident accessing our site from the UK (and we will only send sales packs to the UK);
• able to enter into a binding contract;
• at least 18 years old.

4.4 Following receipt of your Order, we will send you a sales pack for you to send us the device. When sending your device, please ensure your name, address and any other information requested in the sales pack is included.

4.5 We will assign an order number to your Order and tell you what it is when we receive your Order. It will help us if you can tell us the order number whenever you contact us about your Order.

5. Your Device

5.1 Any device you send us must match the make and model from your Order and by sending it to us you confirm that:

• 5.1.1 you own the device;
• 5.1.2 it includes its battery within the casing and does not have any missing parts and is not damaged in any way;
• 5.1.3 is not PIN locked and does not have an "Activation Lock" or "iCloud Lock" activated;
• 5.1.4 is not "jail broken" (i.e. the devices software has not been corrupted nor contains unauthorised software);
• 5.1.5 the firmware has not been altered;
• 5.1.6 is original and meets the manufacturer's original specifications (and is not personalised with any custom engraving); and
• 5.1.7 must have an IMEI that can be located on the device.

5.2 If you send us a device which does not meet these requirements, or is not listed on our website, or if you do not comply with the "You and your order" requirements above, we may contact you and notify you that we are not purchasing your device. If we refuse to buy it, you may ask us to return it or recycle it. If we are unable to contact you within 7 days of receiving the device, we will automatically recycle it.

5.3 If your device still has the "Activation Lock" or "iCloud Lock" activated, we will contact you to ask for your help in unlocking it. If we do not receive a response within 14 days of us contacting you, your handset will be recycled and you will not receive any funds for this trade in.

5.4 You will not under any circumstances receive any payment for devices which are returned or recycled.

5.5 Please remove any PIN or other locks or restrictions on any of your devices before sending them to us.

5.6 Your device must not be blacklisted or reported lost or stolen. Please see the red flag procedure below.

5.7 We accept boxes, chargers and accessories for recycling but they do not increase the estimated price and cannot be returned.

6. Grading Your Device

6.1 If your Order states that your device is in full working order, then to receive the full estimated price for your device, it must meet all of the criteria set out below:

• 6.1.1 be in full working condition and all features must be in good working order;
• 6.1.2 not have significant damage (this does not include mild cosmetic damage and/or fair wear and tear);
• 6.1.3 only be locked to the network you have specified in your Order; and
• 6.1.4 not have any other issues which affect our ability to resell your device.

6.2 Significant damage will include, without limitation, damaged or cracked screens, damaged or non-functioning cameras, missing buttons or keypad damage, deep scratches or dents, snapped hinges, non-functioning charger ports, screen guards, transfers, decals or similar stickers which cannot be removed, microphone or earpiece damage, cracked backs, missing parts, touch screen faults, and faulty or defective software.

7. Pricing

7.1 Prices displayed on the website include any applicable VAT and other tax, and are subject to change at any time without notice. Device prices are variable and if you check the value of your device but do not place an Order, the value may be different at a later time.

7.2 Any special offers on device prices are subject to particular terms which we may impose and may be varied or withdrawn at any time without notice. All prices are paid in pounds sterling.

7.3 The estimated price of any device is guaranteed for 14 days, subject to your Order details and the device complying with these Terms. We may remind you that we have not received your device within 14 days of your Order.

7.4 To be accepted by us and to receive the estimated price, save where we vary that because of the condition of your device, your device must be received by us within 14 days following your request and comply fully with these Terms.

7.5 If your device is received more than 14 days following confirmation of your Order or does not comply with these Terms, then we reserve the right to reduce the price originally offered to you or we may refuse to buy your device.

8. Reduced Prices

8.1 If reduced prices apply, we will contact you to make a reduced offer. If you reject this offer we will return your device to you at our cost. Reduced offers will be automatically processed for payment at the new reduced price if we do not receive your response to our proposed offer within 5 days.

Our decision is final on all device prices.

9. Red Flags

9.1 We check the status of all devices we receive against the National GSMA database using the unique IMEI or serial number for your device.

9.2 If your device has a red flag (meaning it has been registered as lost, stolen, barred or blocked on the GSMA database), we must quarantine it for 28 days while its status is reviewed.

9.3 If we notify you that your device has a red flag you will need to contact GSMA to have it removed, and we will provide guidance on this procedure.

9.4 If the red flag is removed before the end of the quarantine period, we may process and purchase your device in accordance with these Terms. If the red flag is not removed before the end of the quarantine period, we are required by law to dispose of it or provide it to the police and you will not receive any payment. By law we cannot under any circumstances return the device during this 28-day period unless the red flag has been removed.

9.5 If we become aware of any issues with your Order you may be required to co-operate with the authorities and we reserve the right to withhold or cancel payment for the device.

9.6 If we become aware of a red flag or other ownership issue with the device and we have already paid you for the device, you agree to return that payment on our notification. If you fail to repay us the amount that we have paid to you, we shall take steps to recover that amount and any associated costs of recovery, including all reasonable costs of enforcement.

10. Payments and Ownership

10.1 Ownership (i.e. title) of the device will pass to us when we send payment to you or (if applicable) when we recycle the device.

10.2 Payments will be sent by the method chosen in your Order. If you wish to amend your payment method, please contact us before payment is sent. Payment will only be sent following receipt, testing and acceptance of your device (or under the "Reduced Prices" process set out above).

10.3 We issue same-day payments the day your parcel is received unless there is an issue with your Order. If we do not receive a response to any messages we send you, you will be paid upon expiry of the 5 day notice period under the "Reduced Prices" process set out above. These timings and this timescale is for guidance only and we cannot guarantee payment within that time.

10.4 You should allow 2–3 working days for retail vouchers and 2 hours for electronic payments to arrive. Payments are also subject to validation and security checks which we or third parties may stipulate from time to time. Payments sent by post will use first class Royal Mail post. All valuations include VAT (or other applicable tax) at the applicable rate.

10.5 Payment processing depends on third parties (such as postal services and banks) whom we do not control, and on you inputting complete and accurate payment details during the order process. We do not accept liability for any delay or failure in your receipt of payment as a result of those third parties' action or inaction or as a result of you providing inaccurate or incomplete details.

11. Postage and Returns

11.1 You must ensure that you are happy to send the device to us and that it is within your rights to do so.

11.2 You send your device to us entirely at your own risk. We cannot be responsible for devices we do not receive, or for the condition in which we receive devices. We strongly recommend that you pack your device carefully to minimise the risk of loss or damage. The sales pack does not guarantee that the device will be received in the same condition as sent.

11.3 We recommend that you wrap your device in bubble wrap and place it in a strong, rigid box (ideally the original device box) so it cannot move or rotate in transit. All devices must be sent in accordance with Royal Mail guidance.

11.4 Devices must be sent to us by Royal Mail 48® Tracked Service or Royal Mail Special Delivery. Royal Mail 48® Tracked Service is available using the freepost sticker included in your sales pack. If you use Royal Mail Special Delivery or any other delivery service (or don't use your freepost sticker), your postage costs will not be reimbursed.

11.5 If you do not use the freepost label provided by us, you will be responsible for obtaining a receipt from Royal Mail and retaining this for tracking and insurance purposes. If you use the freepost label provided, your phone will only be insured in transit by Royal Mail up to Royal Mail's insurable limits.

11.6 If your device is lost or damaged in the post, we will advise you how you might claim against the Royal Mail but we cannot guarantee you will be successful.

11.7 If we receive a damaged package, the package and device (if we received it) will be returned to you so that you may claim for the loss directly from Royal Mail. By sending the package back to you we do not guarantee that the claim will be successful and we will not have any liability for any claims which are refused or rejected. For more information about making claims with Royal Mail, please visit www.royalmail.com.

11.8 If we return your device, we use Royal Mail 48® Tracked Service at our cost (unless specified otherwise). If Royal Mail cannot deliver the device, we will ask them to return it to our trading address and we will contact you to check your address. Once we receive confirmation that the address is correct, we will resend the device.

11.9 If a device is returned to us for a second time or if we have emailed you and we do not receive a response within 14 days, we will treat the device as our property, retain it and recycle it or process the sale under the "Reduced Price" process as applicable. If the "Reduced Price" process applies, the estimated purchase price used will be the price which applies on the date we receive the second return, or the fourteenth day after we have contacted you. If you do not collect your device or provide instructions for return within 90 days of our final notice, we reserve the right to dispose of the device (or sell it to recover our costs) in accordance with the Torts (Interference with Goods) Act 1977.

12. Liability

12.1 If you are a consumer, we are not responsible for any of your loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

12.2 Limitation of Liability for Business-to-Business Customers (B2B)

12.2.1 No Exclusion: Nothing in these Terms shall limit or exclude our liability for:

• Death or personal injury caused by our negligence;
• Fraud or fraudulent misrepresentation;
• Any matter in respect of which it would be unlawful for us to exclude or restrict liability.

12.2.2 Exclusion of Indirect Loss: Subject to clause 12.2, we shall under no circumstances whatsoever be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any:

• Loss of profit;
• Loss of business or business opportunity;
• Loss of anticipated savings;
• Loss of or corruption to data; or
• Any indirect or consequential loss arising under or in connection with the Contract.

12.2.3 Financial Cap: Subject to clause 12.2, our total liability to you in respect of all other losses arising under or in connection with the Contract, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall in no circumstances exceed 100% of the price paid for the services or a fixed sum of £1,000 whichever is lower.

12.2.4 Reasonableness: You acknowledge that these limitations are reasonable given the nature of the services and the availability of insurance.

12.3 Your statutory rights are not affected by these Terms, and nothing in these Terms limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation or any other matter which cannot lawfully be limited or excluded.

13. Forming the Contract

13.1 Our contract with you will terminate or expire when we buy, recycle or return your phone in accordance with these Terms save for those provisions which survive termination.

13.2 Your Right to Cancel (Change of Mind)

13.2.1 The 14-Day Cooling-Off Period: As a consumer, you have a legal right to cancel this contract within 14 days of the date you placed your Order ("the Cancellation Period") without giving any reason.

13.2.2 How to Exercise the Right: To cancel, you must inform us of your decision by a clear statement (e.g., an email to [email protected]) before the 14-day period expires.

13.2.3 If You Have Already Sent the Device:

• Before Inspection: If you cancel after sending the device but before we have begun inspecting it, we will return the device to you. You may be responsible for the cost of return postage.
• During/After Inspection: By sending your device to us, you are requesting that we begin the service (valuation and testing) immediately. If you cancel after we have started the inspection but before the trade-in is complete, you must pay us for the service provided up to that point (this may be deducted from any final payment or charged as a return fee).

13.2.4 When You Lose the Right to Cancel: Once we have completed the inspection, issued the final payment, or began the recycling/refurbishment process with your consent, the service is "fully performed." At this point, you acknowledge that your 14-day right to cancel is lost, and the device cannot be returned.

13.2.5 Our Final Offer: If we inspect your device and provide a revised "Final Offer" (e.g., because the condition was worse than described), this constitutes a new offer. You have the right to reject this offer, in which case the contract is cancelled and we will return your device at your expense.

14. Events Outside Our Control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under this contract that is caused by an event outside our control (such as natural disasters, strikes, or supply chain failures). If such an event occurs:

• Communication: We will contact you as soon as reasonably possible to notify you.
• Suspension: Our obligations under the Contract will be suspended, and the time for performance will be extended for the duration of the event.
• Your Right to Cancel: If the delay continues for more than 30 days you may cancel the Contract by contacting us. In such a case, we will refund any money you have paid for services not yet provided, and you will be responsible for the cost of returning your device to you (unless the delay was our fault).

15. General

15.1 These Terms are governed by the laws of England and Wales and all claims are subject to the exclusive jurisdiction of the courts of England and Wales.

15.2 If you need to contact us in relation to our contract with you, please use the methods set out in these Terms. If we need to contact you, we may do so using any of the contact details you provided to us in your Order.

15.3 If a court finds part of our contract with you unenforceable, the rest will continue in force. Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

15.4 This contract is between you and us. You may not transfer any of your rights or obligations under your contract with us without our prior written consent. We may transfer our rights and obligations under this contract at any time (although we will let you know and will ensure that this does not affect your rights under your contract with us).

15.5 Rights of Third Parties. This Contract is between you and us. No other person shall have any rights to enforce any of its terms, whether under the Contracts (Rights of Third Parties) Act 1999 or otherwise.

15.5 No Waiver. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

Express Waiver Requirement: No failure or delay by us to exercise any right or remedy shall constitute a waiver of that right. A waiver of any breach of this contract is only effective if it is expressly stated in writing and signed by an authorised representative of the company. A waiver of one breach does not automatically mean a waiver of any future breaches.

16. Complaints

16.1 If you have any complaints regarding our service, please contact us using the contact details provided at 3.1 above or send an email to us at [email protected].

17. How We May Use Your Personal Information

17.1 We will use your personal information in accordance with our Privacy Statement which can be found at https://verytradein.mtr.co.uk/privacy-policy.

18. Other Important Terms

18.1 We may transfer this contract to someone else. We may transfer our rights and obligations under these Terms to another organisation.

18.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these Terms to another person if we agree to this in writing.

18.7 We may change these terms and conditions at any time and such changes will take effect when posted on the website in respect of all transactions entered into from such time.