This Customer Care Policy sets out the standard of service that Triple Tonic B.V. ("Triple Tonic", "we", "us") provides to consumers using its services in the United Kingdom. It applies to all Triple Tonic staff, contractors and third parties (including aggregators and mobile network operators) acting on our behalf, and to all UK-facing subscription and phone-paid services operated under the Triple Tonic name.
It is designed to meet the expectations of the UK regulatory framework, including Ofcom's General Conditions of Entitlement and the Regulation of Premium Rate Services Order 2024 (SI 2024/1046), which came into force on 1 February 2025 and conferred direct regulation of phone-paid services on Ofcom. Where a customer is identified as being in vulnerable circumstances, our Vulnerable Customer Care Policy applies in addition to this Policy, and its provisions take precedence where there is any inconsistency.
1. Our customer care principles
To deliver our services to UK customers, our customer care approach is built on three principles:
- Conducting ourselves in a professional manner at every point of contact.
- Giving the highest priority to the specific requirements of each customer, and respecting their entitlement to accurate and timely information about our services.
- Striving consistently to achieve a clearly-defined benchmark of service quality, against which our performance can be measured and improved.
Triple Tonic is committed to providing fair, transparent and effective customer support to all consumers using our services.
2. Customer support availability
Triple Tonic offers customer support through both telephone and email channels, free of charge to UK customers or at no more than the basic call rate.
2.1 Telephone
Our UK Customer Care team uses best efforts to ensure that telephone enquiries and complaints are answered between 09:00 and 17:00 UK time on working days. Calls are answered by a dedicated customer care representative or, where this is not immediately possible, a free callback is offered.
UK freephone number: 0800 408 0791
Where individual Triple Tonic services operate their own dedicated service numbers, those numbers are displayed at the point of sale, in subscription confirmation messages and in any billing communication, and meet the same basic-call-rate or freephone standard.
2.2 Email
All enquiries and complaints submitted by email are acknowledged within five (5) working days of receipt. The email address for UK customer care is info@tripletonic.com.
We use best efforts to investigate and resolve enquiries fairly, efficiently and without undue delay. Where an enquiry requires escalation, we aim to resolve the matter within 24 hours of escalation. Where a longer investigation is necessary, the customer is informed of the expected timescale and updated on progress.
3. Customer contact procedure
Triple Tonic has established a customer contact procedure to enable customers to raise any matter connected with our services. The procedure covers the following types of contact:
- Enquiries about a service and its characteristics.
- Subscription cancellations at the customer's request.
- Refund requests.
- Service-related issues, including technical difficulties or content concerns.
- Requests originating from aggregators or mobile network operators relating to a service or subscription.
3.1 Enquiries about a service
Each enquiry is met with a clear explanation of the service, the cost of the subscription, the method of subscription, and the available methods of cancellation. Where the customer has an active subscription, the agent confirms its status and, where the customer requests it, cancels the subscription immediately so that no further charges are applied to the relevant number.
3.2 Subscription cancellations
Where a customer wishes to cancel a subscription, our agents process the cancellation request without delay. The customer is informed of the specific service to which they were subscribed, the cancellation is confirmed in writing by the customer's preferred channel, and the customer is assured that no further charges will be applied to the relevant number following cancellation.
Where the contact relates to a subscription started by a minor (under 18), an older adult who did not consent, or any other person in vulnerable circumstances, the cancellation is processed immediately and the Vulnerable Customer Care Policy applies in addition to this section.
3.3 Refund requests
On receipt of a refund request, a proportionate investigation is conducted to establish the relevant facts. The investigation typically considers:
- Whether the subscription was successfully initiated and whether confirmation and subsequent service messages were delivered to the customer.
- Whether the customer was provided with accurate information at the point of subscription about price, billing frequency and the available methods of cancellation.
- Whether the subscription is still active at the time of the request (and, if so, the subscription is cancelled immediately).
Verification is carried out using the telephone number on which the service was subscribed, regardless of whether the request reaches us by email or by phone.
Recognising that our service may not meet the preferences of every customer, and that subscriptions may have been unintentionally made, Triple Tonic operates a refund policy under which refunds may be granted up to the full billed value of the last six (6) months of the subscription. Where we have provided customers with accurate information regarding subscription availability, associated fees and methods of cancellation, refund decisions are made on a case-by-case basis having regard to those facts.
Refund requests connected to a subscription started by a minor, an older adult, or any other person in vulnerable circumstances are reviewed in accordance with the Vulnerable Customer Care Policy. A refund is the default outcome in such cases, subject to a thorough assessment and supervisor endorsement.
3.4 Service-related issues and technical difficulties
Triple Tonic considers all customer contacts relating to subscription issues, content concerns, accessibility difficulties, misunderstandings about the service, and technical problems encountered during use. The supporting agent provides a clear explanation of the service and the subscription price, assesses the subscription status, and follows an appropriate troubleshooting approach to resolve the issue at hand. Where the issue cannot be resolved on first contact, the customer is informed of the expected timescale and provided with a single point of contact for any follow-up.
3.5 Requests from aggregators and mobile network operators
Requests originating from an aggregator or mobile network operator are treated as urgent and prioritised regardless of their nature. Triple Tonic conducts a thorough investigation into the subject matter of the request, provides accurate information in response, and co-operates fully with any consumer-protection action requested. Our contracts with aggregators and operators require:
- Prompt forwarding of any customer complaint, refund request or evidence of consumer harm, with sufficient information for us to act.
- Co-operation with our refund and cancellation processes, including where the original subscription cannot be evidenced to have been informed and consensual.
- Implementation of opt-in, age-gating and spend-reminder controls consistent with Ofcom and PRS requirements.
4. Records and quality assurance
Triple Tonic maintains appropriate written records of enquiries, complaints, investigations, determinations and resolutions for compliance and quality-assurance purposes. Records are retained in line with our Data Protection Policy (clause 10 of our Terms and Conditions) and applicable UK data-protection requirements, and are made available to regulators on request.
Performance against this Policy is monitored through call and case review. Customer-care performance is evaluated primarily on outcomes — was the customer's need met, was the resolution timely and fair, and did the customer have to repeat themselves — rather than on handling time alone.
5. Complaints and escalation
A customer who is dissatisfied with the response received from a Triple Tonic agent may request that the matter be escalated to a supervisor. We aim to provide a final response to any complaint within a reasonable period and, in any event, will inform the customer if the matter requires a longer investigation.
Where the customer remains dissatisfied with our final response, they may refer the matter to Ofcom, which is the UK regulator of phone-paid services from 1 February 2025, or to any applicable alternative dispute resolution scheme. Information about Ofcom's complaints process is provided to the customer on request.
6. Governing law
Triple Tonic B.V. is established in the Netherlands. The contract between Triple Tonic and its customers is governed by Dutch law in accordance with clause 11 of our Terms and Conditions. Nothing in this Policy or our Terms and Conditions removes the rights that UK consumers have under the mandatory consumer-protection laws of the United Kingdom.
7. Review
This Policy is reviewed at least annually, and sooner if there is a material change in the UK regulatory framework (including Ofcom guidance, the Regulation of Premium Rate Services Order 2024 or successor instruments), in our service portfolio, or in the issues raised by UK customers.
8. How to contact us
UK Customer Care: telephone 0800 408 0791 (freephone, 09:00–17:00 UK time on working days), or by email to info@tripletonic.com.
Registered office: Triple Tonic B.V., Pelmolenlaan 16-18, 3447 GW Woerden, The Netherlands.
Web: www.tripletonic.com