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Terms and Conditions of Service
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Last Updated: July 20, 2026

1. Acceptance of Terms

By creating an account, accessing our website ([Website URL]), or purchasing/using any services provided by [Company Name] ("Company," "we," "us," or "our"), you ("Customer," "you," or "User") agree to be bound by these Terms and Conditions ("Terms").

If you are entering into this agreement on behalf of a business or legal entity, you represent that you have the legal authority to bind that entity to these Terms. If you do not agree, do not access or use our services.

2. Description of Services

The Company provides telecommunication and cloud-based software solutions, including but not limited to:

  • Cloud PBX & Virtual Phone Systems
  • Direct Inward Dialing (DID) Numbers & Number Porting
  • Voice over IP (VoIP) & SIP Trunking
  • Wholesale Voice Termination & Originating Services

Services are provided on a subscription, pay-as-you-go, or negotiated contract basis as specified in your Service Order or Customer Dashboard.

3. Emergency Services (E911 / 112 Disclaimers)

CRITICAL NOTICE REGARDING EMERGENCY CALLS:

VoIP and SIP Trunking services operate differently from traditional landline telecommunications regarding Emergency Services.

  • Address Registration: You must register the physical location of each device or endpoint with us to ensure emergency services (e.g., E911 in North America, 112 in Europe) route accurately.
  • Limitations: Emergency calling will NOT work if there is a power outage, internet connection failure, network congestion, or if your account is suspended or terminated.
  • Relocation Warning: Moving an IP phone, softphone, or ATA to a new address without updating your registered emergency address in our portal will cause emergency responders to be dispatched to the wrong physical location.
  • Limitation of Liability: The Company accepts no liability for damages, injuries, or losses resulting from failure or limitation of Emergency Services due to improper location registration, power outages, or internet failures.

4. Account Registration & Regulatory Compliance (KYC)

  • Account Security: You are responsible for maintaining the confidentiality of your account credentials, SIP passwords, and API keys. You accept full responsibility for all activities occurring under your account.
  • Know Your Customer (KYC): Due to global telecommunication regulations, you may be required to provide valid government identification, business registration certificates, and proof of address before purchasing DIDs or starting services.
  • Proper Identification: You agree to provide accurate, complete, and current registration information and update it immediately upon change.

5. Acceptable Use Policy (AUP) & Fraud Prevention

A. Prohibited Activities

You agree NOT to use the Services for:

  • Auto-dialing, telemarketing, or bulk robocalling that violates local laws (e.g., TCPA, GDPR, STIR/SHAKEN regulations).
  • Caller ID spoofing, fraudulent activity, phishing, or malicious traffic.
  • Reselling services without explicit written permission from us (excluding authorized Wholesale accounts).
  • Call blasting or artificially generating traffic to inflate wholesale revenues ("traffic pumping").

B. Toll Fraud & Unauthorized Access

  • You are 100% financially responsible for all calls originating from your account, SIP credentials, or IP endpoints, including unauthorized calls resulting from PBX hacking, weak passwords, or compromised networks ("Toll Fraud").
  • You must secure your SIP infrastructure, enforce strong authentication, and set appropriate call concurrency or spending limits.
  • We reserve the right to immediately suspend or block traffic if we detect anomalous, fraudulent, or abusive call patterns.

6. Billing, Payment, and Rates

  • Rates & Tariffs: Rates for wholesale termination, SIP trunks, DIDs, and Cloud PBX plans are posted in your Customer Dashboard or master agreement. Wholesale rates are subject to change without prior notice based on international market conditions.
  • Prepaid Accounts: If your account is prepaid, services will automatically pause or disconnect when your account balance reaches zero.
  • Postpaid & Monthly Billing: Invoices are due within the payment terms specified (e.g., Net 7, Net 30). Late payments are subject to a late fee of [1.5% per month] or the maximum allowable legal rate.
  • Taxes & Regulatory Fees: You are responsible for all applicable sales tax, VAT, regulatory surcharges, and universal service fees levied by government bodies.
  • Refunds: All prepaid balances, setup fees, and recurring monthly charges are non-refundable except where mandated by law or explicitly stated in writing.

7. DIDs and Number Porting

  • Number Ownership: Purchasing a DID grants you a license to use the number; you do not hold absolute ownership over the numbering resources, which remain subject to national numbering plans and regulatory policies.
  • Number Porting (LNP): We will make commercially reasonable efforts to facilitate inbound and outbound Local Number Portability (LNP). Port-in and port-out processes depend on third-party carriers and regulatory processing times; we are not liable for delays in porting.

8. Service Availability & Service Level Agreement (SLA)

  • Target Availability: We aim for high system availability, but Services are provided on an "AS IS" and "AS AVAILABLE" basis.
  • Maintenance Windows: We reserve the right to perform routine system maintenance, upgrades, and emergency repairs, which may temporarily impact service availability. We will attempt to provide advance notice when possible.
  • Third-Party Infrastructure: You acknowledge that VoIP traffic depends on third-party internet service providers (ISPs), public networks, and upstream carriers beyond our control.

9. Suspension and Termination

  • Termination by You: You may cancel your subscription or terminate your account at any time via your portal or by contacting customer support, subject to any existing contract commitment terms.
  • Termination by Us: We reserve the right to suspend or terminate your service immediately without prior notice if:
    1. You violate any provision of these Terms or the Acceptable Use Policy.
    2. You fail to pay outstanding invoices or maintain a positive balance.
    3. We suspect fraudulent, illegal, or abusive network activity originating from your account.
    4. Required by law enforcement or regulatory authorities.

10. Limitation of Liability

To the maximum extent permitted by applicable law:

  • Consequential Damages: The Company, its affiliates, directors, or partners shall NOT be liable for any indirect, incidental, consequential, special, or punitive damages (including loss of business, revenue, profits, data, or operational downtime) arising from the use or inability to use the Services.
  • Liability Cap: In no event shall the Company's aggregate liability exceed the total amount paid by you to the Company for the specific services giving rise to the claim in the [three (3) months] preceding the event.

11. Indemnification

You agree to defend, indemnify, and hold harmless [Company Name], its officers, employees, and suppliers from and against any claims, losses, damages, liabilities, costs, and attorney fees arising from:

  • Your misuse of the Services or breach of these Terms.
  • Toll fraud, PBX hacks, or unauthorized traffic originating from your infrastructure.
  • Infringement of third-party intellectual property or privacy rights.
  • Failure to provide accurate emergency service (E911/112) location details to end-users.

12. Governing Law and Dispute Resolution

These Terms shall be governed by and construed in accordance with the laws of [Your Jurisdiction/State/Country], without regard to its conflict of law principles.

Any dispute arising out of or relating to these Terms shall be resolved through binding arbitration or in the competent courts of [Your Jurisdiction/City].

13. Modifications to Terms

We reserve the right to modify or update these Terms at any time. Notice of changes will be provided by posting the updated Terms on our website and updating the "Last Updated" date. Your continued use of the Services after modifications constitutes acceptance of the revised Terms.