Terms and Conditions

VoIP carries calls over an internet connection. The order identifies the number, subscription, included minutes or credit, supported devices, routing and any phone-system features. Call recording, conferencing, IVR, integrations, international calling and additional extensions are included only where stated. A service description is not a promise that every possible feature is enabled.

Use a suitable internet connection, compatible equipment and reliable power. Call quality can be affected by congestion, latency, Wi-Fi and power failures. Do not assume VoIP has the same emergency-call availability, location identification or resilience as another telephone service. Confirm emergency-call capability with support and keep an independent way to contact emergency services.

Activation depends on verification, number availability, porting and device or network readiness. We will communicate the expected process and any material delay. A number shown during an enquiry is not reserved until confirmed. Installation and configuration work outside the accepted scope requires a quote.

Your order identifies the monthly subscription, setup fee, included call allowance, usage rates, billing increments and any applicable destination exclusions. Premium, international or special-rate calls may be billed differently. The legal page does not replace the current accepted tariff. Optional credit limits and top-ups must be agreed; displayed usage can lag network records.

Complete the identity and address verification required for the communications service. The provider may also require authority to act for a company or the registered number holder. We will explain the required documents; activation or porting cannot bypass lawful verification.

Porting requires the registered holder’s authority and correct information. Keep the existing service active until the transfer is confirmed unless the porting provider instructs otherwise. Outstanding contractual obligations and porting eligibility must be checked. We cannot guarantee a particular completion date or that every number type can be ported. Cancellation can result in loss of a number if no valid transfer is arranged.

Unused minutes or credit roll over only where the package expressly permits it. Check validity, usage priority, destinations and exclusions in the offer. A monthly fee does not imply unlimited calling or indefinite carryover. Calls outside the included scope follow the agreed tariff.

Non-payment, verification failures, suspected compromise, unlawful calling or a lawful network direction may require restrictions. We must act proportionately and respect notice and consumer protections. We may restrict risky destinations or compromised credentials while investigating. Suspension does not guarantee preservation of a number indefinitely.

Send a cancellation request identifying each number and service. Confirm the effective date, final usage billing, equipment requirements and any lawful cancellation charge. Arrange number porting before the old service ends. Statutory rights take priority over an inconsistent minimum-term or notice condition.

The accepted order must identify the underlying voice provider and material provider conditions where these affect your service. A product brochure or the availability of a supplier feature does not automatically grant that feature. Changes to tariffs or significant service conditions must follow the agreement and applicable notice requirements.

Voice delivery involves account and number information, traffic or call-detail records, fault data and verification information. Call recordings are processed only where the feature is enabled and a lawful basis exists. You must meet applicable notification and authorisation requirements when recording calls. See the Privacy Policy for rights and sharing information.

Protect SIP credentials, extensions, voicemail PINs and administrator access. Restrict access and destinations to those needed and report unexpected calls or charges promptly. We can assist with reasonable investigation and proportionate containment. Liability for disputed fraud charges depends on the facts and law; we do not make you automatically liable for every unauthorised call.

Do not use the service for scams, caller-ID spoofing, harassment, unlawful automated calling or unsolicited marketing that breaches the law. Follow the package’s published usage conditions. A business calling plan does not automatically permit resale, bulk dialling or a call-centre workload.

Internet and power dependencies affect availability and quality. Any specific availability or support commitment must be agreed in writing. The general liability terms apply; no term removes a remedy or liability that cannot lawfully be excluded.