This Acceptable Use Policy sets out how you may and may not use the Virtual Voice and Virtual Voice Office services. It forms part of our Terms of service, and by using the service you agree to follow it. Where this policy uses terms defined in our Terms of service, they have the same meaning here.
1. Who this applies to
This policy applies to every account holder and to anyone you allow to use the service, including members of your team. You are responsible for making sure that everyone who uses your account follows this policy.
2. General acceptable use
The service is provided for ordinary personal and small business communications within the United Kingdom. You must not use the service, or allow anyone else to use it, to:
- Make fraudulent, nuisance, silent, malicious, threatening, abusive, obscene or harassing calls
- Break any applicable law or regulation, or facilitate any unlawful or criminal activity
- Impersonate any person or organisation, or send deceptive or misleading caller information
- Send spam or unsolicited marketing calls in breach of applicable law
- Use automated, predictive or artificial dialling, robocalling, or artificial traffic software
- Resell or share the service with third parties without our written consent
- Infringe the rights of others, or transmit unlawful, defamatory or infringing content
3. Fair usage of inclusive and unlimited allowances
Some plans are described as offering unlimited or inclusive UK calls. Any unlimited or inclusive allowance is provided for normal use by one individual or one small business and covers ordinary person to person calls to standard UK landline and mobile numbers.
Unlimited and inclusive allowances are not intended for, and must not be used for, call centre or contact centre operation, telemarketing, bulk or campaign calling, continuous or always on calling, artificially generated or inflated traffic, call pumping, reselling the service, or sharing the service across more people than the plan is bought for.
Where we reasonably consider that your usage is excessive, is not normal personal or business use, or falls within the activities above, we may contact you, charge for the excess usage at the rates shown at /call-rates, move you to a more suitable plan, restrict or shape your usage, or, in serious or repeated cases, suspend the service. We will act reasonably and, except where we suspect fraud or abuse, give you notice before we act.
4. Prohibited call destinations
You must not request, configure, or use the service to forward, divert, route, or connect calls to premium rate numbers, revenue share numbers, or any other number range that pays a share of the call revenue to the person called. This applies to every part of the service, including call forwarding destinations, call routing, call groups, auto attendant menus, and any other setting that decides where a call is sent.
Inclusive allowances cover normal calls to standard UK landline and mobile numbers only. Calls to other destinations, including international numbers, non geographic and special service numbers, directory enquiry services, and premium or revenue share ranges, are not included in any allowance and are charged at the rates shown at /call-rates.
5. Account security and responsibility for charges
You are responsible for keeping your account login and any connected devices and handsets secure, and for all calls and charges made through your account by you or anyone you allow to use it. You must tell us as soon as you become aware of any suspected unauthorised use or compromise of your account.
To protect you and us against fraud and unexpected charges, we may block calls to particular numbers or ranges and may set a credit or spend limit on your account. Where the service is used in connection with premium rate fraud, revenue share abuse, call pumping, or artificially generated traffic, you are liable for the charges that result.
6. Protecting the network
You must not attempt to disrupt, interfere with, probe or misuse the service or any telecommunications network connected to it, and you must not attempt to gain unauthorised access to any system, account or data. You must not use the service in any way that places an unreasonable or disproportionate load on our systems or those of our suppliers.
7. What happens if you breach this policy
If we reasonably believe that you have breached this policy, we may take any of the following steps, acting proportionately to the seriousness of the breach: contact you to resolve the matter, apply additional charges for any usage that falls outside your allowance, block calls to certain numbers or ranges, restrict or shape your usage, move you to a more suitable plan, or suspend or terminate the service.
Where the breach involves suspected fraud, premium rate fraud, revenue share abuse, call pumping, artificially generated traffic, or other serious or unlawful misuse, we may suspend or terminate the service immediately and without notice, and you remain liable for any charges incurred up to termination. We may also report the matter to, and cooperate with, the police, courts or other relevant authorities. Suspension and termination are covered further in our Terms of service.
8. Reporting misuse
If you believe the service is being used in breach of this policy, please tell us at support@virtualvoice.uk or on 0191 543 3488 so we can look into it.
9. Changes to this policy
We may update this policy from time to time so that it keeps pace with our service and with changes in law and network practice. Where a change is material we will give notice in line with the way we notify changes in our Terms of service. Continued use of the service after a change takes effect means you accept the updated policy.
10. Contact
Cyber Fits Solutions Limited
Email: support@virtualvoice.uk · Phone: 0191 543 3488
