Terms and Conditions

1. Introduction

These Terms and Conditions ("Terms") govern your use of VoIP telecommunications services provided by BusinessVoIP.uk ("we", "us", "our"). By using our services, you agree to be bound by these Terms.

BusinessVoIP.uk
A trading name of Coffee Cup Solutions Ltd
Unit 3, Millars Brook
Wokingham, Berkshire
RG41 2AD
United Kingdom

BusinessVoIP.uk is a trading name of Coffee Cup Solutions Ltd, registered in England and Wales.

2. Definitions

• "Services" means the VoIP telecommunications services, hardware, and related products provided by BusinessVoIP.uk
• "Customer" means the business or organization subscribing to our Services
• "User" means an individual authorized by the Customer to use the Services
• "Equipment" means any hardware, phones, or devices supplied by us
• "Account" means your customer portal and service configuration

3. Service Agreement

3.1 Service Provision

We will provide VoIP telecommunications services as described in your selected service plan. Services are provided subject to network availability and technical limitations.

3.2 Service Levels

We aim to provide 99.9% service availability, excluding scheduled maintenance. Service Level Agreements (SLAs) may be available for enterprise customers under separate agreement.

3.3 Acceptable Use

Our Services must be used in accordance with UK law and our Acceptable Use Policy. You must not:

• Use the Services for fraudulent, illegal, or malicious purposes
• Make excessive automated calls or engage in spam calling
• Attempt to disrupt or compromise our network infrastructure
• Resell our Services without prior written authorization
• Use the Services to harass, threaten, or abuse others
• Generate artificial traffic to inflate usage or charges

4. Pricing and Payment

4.1 Service Fees

Service fees are charged monthly in advance based on your selected plan. Current pricing is available at businessvoip.uk/pricing.

4.2 Usage Charges

Usage beyond included allowances (e.g., calls exceeding 400 UK calls per month) will be charged at our standard rates. Usage charges are billed monthly in arrears.

4.3 Payment Method

Payment is collected via Direct Debit through GoCardless. You must maintain valid payment details and sufficient funds for all charges.

4.4 Late Payment

Late payment may result in service suspension. We reserve the right to charge interest on overdue amounts at 4% above the Bank of England base rate.

4.5 Price Changes

We may change our prices with 30 days' written notice. Price increases will not apply to existing contracts until renewal.

5. Contract Period and Termination

5.1 Minimum Term

Services are provided on a monthly rolling contract unless otherwise agreed in writing. Minimum user count is 5 users.

5.2 Termination by Customer

You may terminate services by giving 30 days' written notice. Termination fees may apply if within a fixed-term contract period.

5.3 Termination by Us

We may suspend or terminate services immediately if:

• Payment is overdue by more than 14 days
• You breach these Terms or our Acceptable Use Policy
• We are required to do so by law or regulatory authority
• Your use of the Services poses a security or network risk

5.4 Effect of Termination

Upon termination, you must pay all outstanding charges. Phone numbers may be ported to another provider within 30 days, subject to number portability regulations.

6. Equipment and Hardware

6.1 Ownership

Hardware purchased outright becomes your property. Leased or rental equipment remains our property and must be returned upon termination.

6.2 Equipment Care

You are responsible for the care and security of Equipment. Damage or loss may result in replacement charges.

6.3 Returns and Warranties

Hardware is covered by manufacturer warranties. Returns are accepted within 14 days if unopened and unused, subject to a 20% restocking fee.

7. Phone Numbers

7.1 Number Allocation

Geographic and non-geographic numbers are allocated subject to Ofcom regulations and availability. We cannot guarantee specific number allocation.

7.2 Number Portability

You may port existing UK numbers to our service, subject to porting regulations and the consent of your current provider. Porting typically takes 7-14 working days.

7.3 Number Ownership

Phone numbers remain the property of Ofcom and are licensed to you for use with our Services. Upon termination, you may port numbers to another provider.

8. Emergency Services

8.1 999/112 Access

Our Services provide access to UK emergency services (999/112). You must maintain accurate location information for each phone or extension.

8.2 Location Information

It is your responsibility to ensure location information is kept up to date, particularly for remote or mobile workers. Inaccurate location information may result in emergency services being dispatched to the wrong location.

8.3 Service Limitations

Emergency calling requires active internet connectivity and power. In the event of internet or power failure, emergency services will not be available. We recommend maintaining alternative means of contacting emergency services.

9. Data Protection and Privacy

9.1 Data Processing

We process personal data in accordance with UK GDPR and the Data Protection Act 2018. Our Privacy Policy is available at businessvoip.uk/privacy.

9.2 Call Recording

If you use call recording features, you are responsible for compliance with call recording laws, including obtaining necessary consents and providing appropriate notifications.

9.3 Customer Data

You retain ownership of all data transmitted through our Services. We will not access or disclose customer data except as required by law or with your consent.

10. Service Availability and Support

10.1 Network Dependency

Our Services require a stable internet connection. We are not responsible for service interruptions caused by your internet service provider.

10.2 Scheduled Maintenance

We may perform scheduled maintenance with reasonable notice. We will minimize service disruption and perform maintenance outside business hours where possible.

10.3 Support Services

Technical support is available Monday to Friday, 9:00 AM to 5:00 PM UK time. Emergency support for critical issues is available 24/7.

11. Liability and Indemnification

11.1 Service Availability

We do not guarantee uninterrupted service. We are not liable for service interruptions caused by factors beyond our reasonable control, including internet outages, power failures, or third-party network issues.

11.2 Limitation of Liability

Our total liability for any claims arising from the Services is limited to the amount paid by you in the 12 months preceding the claim, except for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Any liability that cannot be excluded by law

11.3 Exclusions

We are not liable for indirect, consequential, or incidental damages, including loss of profits, business interruption, or data loss.

11.4 Customer Indemnification

You agree to indemnify us against claims arising from your use of the Services, including claims related to unlawful use, infringement of third-party rights, or violation of these Terms.

12. Intellectual Property

12.1 Our Rights

All intellectual property rights in our Services, software, and documentation remain our property or that of our licensors.

12.2 License

We grant you a non-exclusive, non-transferable license to use our Services and associated software for the duration of your subscription.

13. Confidentiality

Both parties agree to maintain the confidentiality of any confidential information disclosed during the provision of Services. This obligation survives termination of the agreement.

14. Regulatory Compliance

14.1 Ofcom Regulation

Our Services are provided in compliance with Ofcom regulations governing UK telecommunications services.

14.2 Lawful Intercept

We may be required to provide lawful intercept capabilities to law enforcement agencies in accordance with UK law.

14.3 Number Portability

We comply with Ofcom regulations on number portability and will facilitate porting requests in accordance with industry processes.

15. Changes to Terms

We may update these Terms from time to time. We will provide 30 days' notice of material changes by email or through your customer portal. Continued use of the Services after changes take effect constitutes acceptance of the revised Terms.

16. General Provisions

16.1 Governing Law

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

16.2 Entire Agreement

These Terms, together with our Privacy Policy and any service-specific terms, constitute the entire agreement between you and BusinessVoIP.uk.

16.3 Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

16.4 Waiver

Our failure to enforce any provision of these Terms does not constitute a waiver of that provision or any other provision.

16.5 Assignment

You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign our rights and obligations to a successor or affiliate.

16.6 Force Majeure

Neither party is liable for failure to perform obligations due to circumstances beyond reasonable control, including natural disasters, strikes, or government actions.

17. Complaints and Dispute Resolution

17.1 Customer Complaints

If you have a complaint, please contact our customer service team at support@businessvoip.uk or call 0333 3584173. We will acknowledge complaints within 2 working days and provide a full response within 8 weeks.

17.2 Alternative Dispute Resolution

If we cannot resolve your complaint, you may refer the matter to Ombudsman Services: Communications, an Ofcom-approved alternative dispute resolution scheme.

17.3 Ofcom

You may also contact Ofcom, the UK communications regulator, if you have concerns about our service or conduct.

18. Contact Information

For questions about these Terms or our Services, please contact us:

• Trading Name: BusinessVoIP.uk (a trading name of Coffee Cup Solutions Ltd)
• Email: hello@businessvoip.uk
• Phone: 0333 3584173
• Address: Unit 3, Millars Brook, Wokingham, Berkshire, RG41 2AD
• Support Hours: Monday to Friday, 9:00 AM - 5:00 PM UK time