These terms form a legally binding contract between you and Cyber Fits Solutions Limited ("we", "us", "Virtual Voice"). Please read them carefully before subscribing.
1. The service
We provide internet-based telephone services (VoIP) on a rolling monthly basis with no minimum term. Your plan, monthly price and included allowances are as set out on the plan selection page and in your order confirmation email.
2. Eligibility
You must be at least 18 years old and a UK resident to subscribe. You confirm that the details you provide at checkout are accurate and that you are authorised to use the payment method supplied.
3. Contract term and cancellation
Your subscription is a rolling monthly contract with no minimum term or fixed contract period. It begins on the date your account is provisioned and continues each month until you cancel. You can cancel at any time through your customer portal or by contacting us. Cancellation takes effect at the end of the monthly billing period you are in, and we do not charge any early-termination or exit fees. If you chose to pay 12 months in advance (annual billing), that is a billing choice only and does not create a minimum term.
4. Cancelling and refunds
Refunds apply to plan subscription fees only; hardware is covered separately in section 5. If you cancel within 30 days of your account being provisioned, we will refund the unused portion of the plan subscription fee you have paid, worked out pro rata to the date you ask us to cancel. Call charges and any usage you have already run up are payable and are deducted from the refund. One-off porting charges are non-refundable once a port has been submitted, because we pay an unrecoverable fee to port your number. After 30 days you can still cancel at any time with no exit fee; fees already paid for your current billing period are non-refundable and you are not billed from the next period. If you pay 12 months in advance, a cancellation within 30 days is refunded pro rata for the unused period on the same basis; after 30 days we refund whole unused months only where we are able to. None of this removes your statutory right, as a consumer buying at a distance, to cancel within 14 days under the Consumer Contracts Regulations 2013; where you have asked us to start your service or a number port within that period, and consented to this at checkout, we may charge for what has been provided up to the point you cancel, and porting already carried out is chargeable.
5. Hardware and equipment
Any phones, adaptors, routers or other equipment you buy from us are sold to you outright. We do not lease or rent equipment, and ownership passes to you once we have received payment in full. If you cancel your service, any equipment you have bought remains yours; we do not take it back, and it is not refunded, as part of a cancellation. We do not accept the return of used or opened equipment. This does not affect your legal rights as a consumer to return unused, unopened equipment within the statutory period, or to a remedy if equipment is faulty, not as described or not of satisfactory quality; those rights, and how to use them, are set out in our Returns and Refunds Policy. Customers buying equipment in the course of a business do not have the consumer distance-selling return right.
6. Pricing and billing
Residential plans are priced inclusive of VAT. Business plans are priced exclusive of VAT; VAT at the standard rate is added at checkout. We reserve the right to change plan pricing on 30 days' notice. If we increase your price you may cancel without charge within that 30-day notice period.
Monthly plans are billed on the same date each month. Annual plans are billed annually in advance. International calls are charged per minute at the rates shown at /call-rates and are invoiced in arrears.
7. Inclusive minutes and fair usage
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 is subject to this fair usage policy. It covers ordinary person to person calls to standard UK landline and mobile numbers. On VoIP Unlimited, the fair usage limit is 2,000 outgoing minutes a month to UK landlines and mobiles; minutes above that are charged at the rates shown at /call-rates.
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, automated, predictive or artificial dialling, 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 listed 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.
8. Prohibited call destinations and charges
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.
You are responsible for keeping your account login and any connected devices secure, and for all calls 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. 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 and we may suspend or terminate the service under section 10.
9. Acceptable use
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
- Resell or share the service with third parties without our written consent
- Use automated diallers, robocalling or artificial-traffic software, or generate calls in a way that constitutes fraud or abuse of the network
- Infringe the rights of others or transmit unlawful, defamatory or infringing content
- Route, forward or divert calls to premium rate or revenue share numbers, or generate, inflate or pump call traffic for financial gain
- Operate a call centre or contact centre, or carry out telemarketing or bulk calling campaigns, using the service
Your use of the service must also comply with our Acceptable Use Policy, which forms part of these terms.
10. Unlawful use, suspension and termination
You must not use the service for any unlawful purpose. This includes, without limitation, fraud, money laundering, harassment or stalking, making malicious or threatening calls, distributing illegal content, or facilitating any criminal activity.
If we reasonably believe the service is being, or has been, used for an unlawful purpose or in serious breach of these terms, we may suspend or permanently terminate your service immediately, without notice and without refund. 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, and may provide them with your account information and call recordings where we are lawfully required or requested to do so.
Without limiting the above, suspected premium rate fraud, revenue share abuse, call pumping, or the generation of artificial or inflated traffic are treated as serious misuse. In those cases we may suspend or terminate the service immediately and without notice, and you remain liable for the charges involved.
11. Call recording and monitoring
Calls made and received using the service are recorded, and recordings are retained for one month, after which they are automatically deleted. We record calls to help provide, maintain and improve the service, to resolve disputes, to prevent and detect fraud and misuse, and to meet our legal and regulatory obligations.
We may disclose call recordings and related records to the police, courts, or other authorities where we are required to do so by law or in response to a valid legal request. Where you use the service in a business context, or with third parties, it is your responsibility to inform the people you call, or who call you, that calls may be recorded, to the extent required by applicable law. For details of how we handle recordings and your rights over your personal data, see our Privacy Policy.
12. Emergency calls (999 and 112)
Our service supports 999 and 112 emergency calls. We register the installation address you provide during sign-up so it can be passed to the emergency services. It is your responsibility to keep this address up to date via your customer portal whenever you move the service to a different location. Because VoIP relies on your internet connection and mains power, it may not work during a broadband or power outage, so we strongly recommend keeping a mobile phone available as a backup for emergency calls.
13. Service availability
We aim for 99.9% monthly uptime excluding planned maintenance. We are not liable for service interruptions caused by your broadband provider, power failures, or events outside our reasonable control. Planned maintenance will be notified at least 48 hours in advance wherever possible and will take place outside peak hours.
14. Numbers and porting
Numbers allocated to you remain the property of the relevant numbering authority. We license your use of the number for the duration of your subscription. You may port a number to us, or port your number away to another provider, in line with Ofcom's rules and our standard porting process. We will not unreasonably refuse or delay a port-out request.
15. Complaints and dispute resolution
We aim to resolve any complaint quickly and fairly. If something has gone wrong, please contact us at support@virtualvoice.uk or on 0191 543 3488 and we will handle it under our Complaints Code of Practice.
If we are unable to resolve your complaint within six weeks, or if we reach deadlock, you may refer it free of charge to CISAS, the independent, Ofcom approved Alternative Dispute Resolution (ADR) scheme that we are a member of. If you accept its decision, it is binding on us. Full details, including how to contact CISAS, are in our Complaints Code of Practice.
16. Referral scheme
Our refer-a-friend scheme is optional and is governed by its own terms. Rewards are given as account credit only and are subject to the qualifying conditions set out in the Referral Scheme Terms. We may change or withdraw the scheme at any time.
17. Limitation of liability
To the maximum extent permitted by law, our total liability to you for any claim arising from these terms or your use of the service is limited to the total fees you have paid in the 12 months preceding the claim. We are not liable for indirect, consequential or economic losses.
Nothing in these terms excludes our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.
18. Governing law
These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the English courts, except where consumer protection legislation in your country of residence gives you additional rights.
19. Changes to these terms
We may update these terms and will notify you by email at least 30 days before any material change takes effect. Continued use of the service after that date constitutes acceptance. If you do not accept the new terms you may cancel at any time before the change takes effect.
20. Contact
Cyber Fits Solutions Limited
Email: legal@virtualvoice.uk
