Terms & Conditions

These terms and conditions (the “Terms”) govern your use of NumberHolding, a mobile number retention service. By signing up for or using the service, you agree to these Terms. Please read them carefully and keep a copy for your records.

1. Who we are

NumberHolding is a service operated by ONSIM Ltd (“we”, “us”, “our”), a company registered in England and Wales under company number 08429703, with its registered office at 86–90 Paul Street, London, EC2A 4NE. Our VAT registration number is GB163518900. You can contact us at support@onsim.uk.

2. Definitions

• Number — the UK mobile number you bring to us and ask us to keep active.
• Service — the NumberHolding number-retention service described in clause 3.
• Greeting — the recorded message callers to your Number hear.
• PAC — the Porting Authorisation Code used to transfer a mobile number between providers.
• Term — the current paid subscription period (see clause 6).

3. The Service

NumberHolding keeps a UK mobile number you already own active on our platform. Specifically, the Service:

• keeps your existing Number live so it is not lost or recycled;
• plays callers a Greeting that you set — calls are not connected through to any other phone, and the Service does not let you make outgoing calls;
• forwards text messages (SMS) sent to your Number to the email address registered on your account.

We do not issue new numbers. The Service works only with an eligible UK mobile number that you already own and transfer to us. The Service is intended for personal number retention and not as a replacement for a live telephone line.

4. Eligibility

To use the Service you must:

• be at least 18 years old;
• own, and have the legal right to transfer, the Number you bring to us;
• provide accurate account and payment information and keep it up to date.

5. Bringing your number to us

To move your Number to us you must obtain a PAC from your current provider and provide it to us. By doing so, you authorise us to arrange the transfer of the Number on your behalf. You should keep your existing SIM and account active until the transfer completes. Transfers usually take a few working days, but timescales are indicative and depend on your current provider and the industry porting process, which are outside our control.

6. Fees, billing and renewal

The Service costs £12 per Number per year (including VAT where applicable). The fee is charged when you sign up and again on each anniversary of your subscription. We take payment via our payment provider, and your payment card details are stored securely with them for this purpose.

Your subscription renews automatically each year unless you cancel it. If we are unable to take payment on renewal, we may suspend the Service and, if the fee remains unpaid, release your Number (see clause 9). We may change our fees from time to time; any change will apply from your next renewal, and we will give you reasonable notice beforehand.

7. Your right to cancel (cooling-off)

As a consumer, you normally have 14 days from signing up to cancel and receive a refund. However, because the Service (including moving your Number to us) begins at your request, if you ask us to start the transfer within that period and it begins, you may lose your right to a full refund, and the fee becomes non-refundable to the extent the Service has been provided. Nothing in these Terms affects your statutory rights.

8. Cancelling and moving your number out

You can cancel at any time by emailing support@onsim.uk. On cancellation, the Service continues until the end of your current Term, after which your Number is released.

There is no lock-in. You can transfer your Number away from us to any UK mobile network at any time using a standard PAC, which we will provide on request. Standard industry porting rules apply. Fees already paid are non-refundable except where required by law.

9. Keeping and releasing your number

Your Number stays associated with your account while the Service is active and paid for. If you cancel, if payment fails and remains unpaid, or if your Term ends without renewal, your Number will be released back into the industry numbering pool and may be reallocated to another user. Once a Number has been released and recycled, we cannot recover it.

10. Your greeting

You are responsible for the content of your Greeting. It must be lawful and must not be offensive, misleading, deceptive, or infringe anyone else’s rights. We may remove or suspend a Greeting that we reasonably believe breaches these Terms.

11. Text message forwarding

SMS forwarding is provided on a reasonable-efforts basis. Delivery depends on mobile networks and on your email provider, and is not guaranteed — messages may be delayed, filtered as spam, or fail to arrive. You should not rely on the Service as your only means of receiving important messages, such as banking or two-factor security codes, and should keep an alternative way to access your accounts.

12. Acceptable use

You must not use the Service:

• for any unlawful, fraudulent or harmful purpose;
• to retain or receive messages for a number you do not lawfully own or control;
• to harass, defraud or impersonate any person; or
• in any way that damages, disables or impairs the Service or the underlying networks.

We may suspend or terminate the Service if we reasonably believe you are in breach of this clause.

13. Service availability

We aim to provide a reliable Service but do not guarantee that it will be uninterrupted or error-free. The Service depends on third-party networks and providers, and may be affected by maintenance, upgrades or events outside our reasonable control.

14. Privacy and your data

We process your personal data — including, where you use text forwarding, the content of messages routed to your email — in accordance with our Privacy Policy and applicable data protection law. Please read it to understand how we handle your information.

15. Our liability

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited or excluded, including your statutory rights as a consumer.

Subject to that, we are not liable for indirect or consequential loss, or for loss arising from messages that are delayed, undelivered or not received (including missed security or two-factor codes). Our total liability to you in connection with the Service in any 12-month period is limited to the fees you paid us for the Service during that period.

16. Suspension and termination by us

We may suspend or end the Service if you fail to pay, breach these Terms, misuse the Service, or where we are required to do so by law or by a regulator or network provider. Where practicable we will give you notice.

17. Changes to these Terms

We may update these Terms from time to time. If we make a material change we will give you reasonable notice. Continuing to use the Service after a change takes effect means you accept the updated Terms.

18. Complaints and dispute resolution

If something goes wrong, please contact us first at support@onsim.uk so we can put it right. If we cannot resolve your complaint, you may be able to refer it to our independent Alternative Dispute Resolution (ADR) scheme, the Communications Ombudsman (commsombudsman.org), free of charge. Our communications services are regulated by Ofcom.

19. General

• We may transfer our rights and obligations under these Terms to another organisation; your rights will not be affected.
• If any part of these Terms is found to be unenforceable, the rest will continue to apply.
• These Terms are the entire agreement between us regarding the Service.
• A delay in enforcing these Terms is not a waiver of our rights.

20. Governing law

These Terms are governed by the law of England and Wales, and disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.