Appendix on extra minutes beyond the plan

Version: extra-minutes-2026-10-10 · Version date: 10 October 2026

1. What this appendix is

1.1 This appendix applies to an account owner on the Site, Business, Fleet and Family Caregiver plans who switches on "extra minutes beyond the plan". On the Family Caregiver plan only the account owner (the person who bought it) may switch them on; not a family member and not the caregiver. The appendix is in addition to the terms of use and to the Family Caregiver plan appendix. Where they conflict on the extra minutes, this appendix prevails.

1.2 As long as the extra minutes are off, clause 6 of the terms of use and clause 2.3 of the Family Caregiver plan appendix apply as they stand: when the minutes run out, calls are not accepted until the renewal.

2. Switching on

2.1 Only the account owner may switch the extra minutes on or off, in the dashboard or in a call with the voice assistant after pressing 1. Switching on is consent to this appendix; its version and exact content are kept with the consent.

2.2 Switching on requires an account that is not frozen and has no unpaid charge, and a saved card that can be charged for usage charges. When the card has no such consent, the cardholder approves it on the secure payment page, and the extra minutes are switched on only after the payment processor has confirmed the consent. This consent is used for the extra minutes only: the plan's renewal is never charged under it. When the card has no consent for renewals, the page asks for a second approval, for the plan's renewals. Without the second approval the extra minutes work, and the renewal charge is made as for any card that has no consent for renewals: we will ask you to update the card.

3. The price and the charge

3.1 When the extra minutes are on, calls continue even after the plan's minutes run out. Every second beyond the plan's minutes is charged at the price shown when switching on, before VAT. VAT is added in the charge.

3.2 There is no accumulation, no balance and no carry-over to the next period. On renewal, the new plan minutes are used first.

3.3 The extra usage is recorded as a debt at once, and is charged to the saved card together with the usage charges between renewals: when the amount reaches the charging threshold, or when the oldest uncharged usage is a week old; an amount smaller than the minimum charge is charged at renewal.

3.4 The account has a debt ceiling. When the debt reaches it, further calls are not accepted until the charge is paid.

3.5 A new price for the extra minutes applies to someone who has already switched them on only like a change in a plan's price: we will notify by email, and the new price will apply from the first renewal that falls at least 14 days after the notice. Until then the price agreed when switching on applies.

4. Switching off, cancellation and closing

4.1 Switching off takes effect at once: calls stop when the plan's minutes run out. What was used until then remains payable.

4.2 As long as the account has unpaid extra usage, the renewal cannot be cancelled and the account cannot be closed. On a cancellation request, the uncharged usage is first charged to the saved card.

4.3 When the plan ends, or when the account is closed, the extra minutes are switched off. A plan bought afterwards starts with them off.

4.4 There is no refund for extra minutes that have been used.