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Vocallity

Terms and Conditions


These Terms and Conditions govern the supply of telecommunications services by Vocallity Limited.

  1. Introduction and Regulatory Framework
    These Terms and Conditions (“Terms”) apply to all telecommunications services provided by Vocallity Limited (“Vocallity”, “we”, “us”) to you (“Customer”).
    These Terms are drafted in accordance with the Communications Act 2003, the Ofcom General Conditions of Entitlement, the UK General Data Protection Regulation (UK GDPR), and the Data Protection Act 2018.
    Where required by law or regulation, these Terms shall be interpreted to comply with applicable Ofcom requirements.
  2. Services Covered
    Vocallity provides the following services:
    • VoCALLOne Voice over Internet Protocol (VoIP) services
    • VoSIM SIM only mobile voice, SMS and data services
    • VoDATA Broadband and connectivity services
    • Ancillary telecommunications services
    The specific services, pricing, and contract duration are confirmed in your Business Service Agreement.
  3. Contract Term
    1. Your contract begins on the Service Commencement Date and continues for the Contract Term stated in the Business Service Agreement.
    2. After the Contract Term, the contract continues on a rolling monthly basis unless terminated in accordance with these Terms.
  4. Provision of Services
    1. Vocallity will provide the Services with reasonable skill and care in accordance with industry standards.
    2. Telecommunications services rely on third-party networks and infrastructure. Availability, performance, and continuity may be affected by factors outside Vocallity’s control.
    3. Service levels apply only where expressly stated in a Service Level Agreement (“SLA”).
  5. VoCALL VoIP Services
    1. As standard, VoCALLOne licenses include Windows, macOS desktop and web apps and iOS and Android mobile apps, 1 free DDI number per user, voicemail to email transcription, call and video conferencing, optional Microsoft Teams integration, CRM integration, 90 days unlimited call recording and cloud storage and basic configurable wallboards.
    2. Vocallity does not charge for calls to 01, 02, and 03 numbers and to UK mobile networks (EE, Vodafone, 02 & Three Networks) subject to the following conditions, applied against the user's related VoCallOne account:
      1. The total number of calls per user from an endpoint shall not exceed 2,000 minutes per month to 01/02/03 terminations and shall not exceed 2,000 minutes per month to mobile destinations. In the event that a user exceeds the allowance, calls will be aggregated across all users.
      2. Should all users exceed that limit calls will then be subject to a per minute price for the total volume of calls per user account according to the existing rate card currently associated with the account. In addition calls to numbers beginning 03 shall not exceed 15% of the total calls to geographic numbers for that user; calls to 03 numbers in excess of this will be billed at Vocallity's standard local rate.
      3. Where applicable, calls shall be billed in one-second units. The individual Calls are billed up to the nearest £0.01 and total call charges rounded up to the nearest £0.01. There shall be no other charges, including but not limited to call set up charge and no minimum charge, unless otherwise stated in the Rate Card, which can be downloaded here.
        The Rate Card may be varied by Vocallity at any time on not less than 30 days’ notice to the Client.
      4. In the event that you terminate the service within the contract term, you will be liable and we will invoice you for the amount due on the balance of the contract.
      5. VoCALL VoIP services may include hosted telephony, SIP trunks, inbound and outbound calling, voicemail, call routing, call recording, and number hosting.
      6. VoCALL VoIP services require a stable internet connection and electrical power. Services may not function during outages or network failures.
      7. Emergency Calling (Ofcom GC A3) depends on accurate location information supplied by the Customer. The Customer must ensure that all address details are kept up to date.
        Vocallity shall not be liable for failures in emergency call routing caused by incorrect information, loss of connectivity, or power failure.
      8. Where call recording is enabled, the Customer is responsible for complying with all applicable interception, privacy, and data protection laws.
      9. Any equipment supplied as part of the Monthly Recurring Charge remains the property of Vocallity unless otherwise agreed.
  6. VoDATA Broadband Services
    1. Broadband services may include FTTP, FTTC, SOGEA, Ethernet, Leased Line or wireless connectivity.
    2. Installation dates are estimates and may depend on surveys, wayleaves, civil works or third-party infrastructure.
    3. Advertised speeds are “up to” and may vary due to line quality, congestion, or equipment.
    4. In the event that you terminate the service within the contract term, you will be liable and we will invoice you for the amount due on the balance of the contract.
      1. Self Install Recovery (charged if ceased within 12 months) - £74.20 + VAT
      2. Managed Install Recovery (charged if ceased within 12 months) - £112.56
    5. Broadband Cessation charge - £46.90 +VAT
    6. Broadband Order Cancellation Charges
      1. Early Cancellation - £42.88 + VAT
      2. Self Install Late Cancellation (6pm day before install) - £113.90 +VAT
      3. Managed Install Late Cancellation (6pm day before install) - £187.60 + VAT
    7. Vocallity may apply traffic management or fair usage policies to maintain service integrity.
    8. Any equipment supplied as part of the Monthly Recurring Charge remains the property of Vocallity unless otherwise agreed.
  7. VoSIM Mobile Services
    1. All tariffs are on 30-day terms and are subject to yearly increases as per Clause 11
    2. Existing connections/base that move to the new tariffs will be subject to a £35 tariff change fee. Connections active for over 24 months will be exempt from this charge.Coverage and performance depend on location, device capability, and network conditions and are not guaranteed.
    3. Mobile plans may include inclusive allowances subject to fair use policies.
    4. Unless otherwise stated in your Order Form, the following monthly Fair Use Thresholds apply per SIM:
      • Data: 100 GB
      • Voice: 3,000 minutes
      • SMS: 3,000 messages
      Usage above these limits may result in additional charges, throttling, or migration to another tariff.
    5. Roaming availability and pricing depend on destination and regulatory requirements. Roaming limits may be lower than UK allowances.
    6. You are responsible for safeguarding SIM cards and remain liable for all usage until loss or theft is reported.
  8. Customer Responsibilities
    1. You agree to:
      • provide accurate and up-to-date information;
      • ensure your equipment is compatible with the Services;
      • comply with all applicable laws and Ofcom requirements;
      • prevent misuse, fraud, or unauthorised access;
      • remain responsible for all usage on your account.
  9. Support
    1. Vocallity shall provide support in relation to the Services supplied by Vocallity in accordance with the applicable Service Level Agreement or support policy.
    2. Where the Customer requests assistance that is not directly related to the Services provided by Vocallity, including (without limitation):
      • third-party hardware, software, networks, or applications;
      • customer-owned equipment or infrastructure;
      • issues caused by third-party providers;
      • configuration, troubleshooting, or remediation outside Vocallity’s supplied services,
      such assistance shall be deemed out-of-scope support.
    3. Vocallity reserves the right to charge for any out-of-scope support provided, at its then-current professional services or support rates, unless otherwise agreed in writing.
    4. Vocallity shall, where reasonably practicable, notify the Customer in advance that support is out of scope and chargeable before commencing such work.
    5. Any out-of-scope support charges shall be invoiced in accordance with the payment terms set out in these Terms and Conditions.
  10. Charges and Payment
    1. Charges are set out in your Order Form and Tariff Schedule.
    2. All prices exclude VAT unless stated otherwise.
    3. Invoices must be paid within the agreed payment period.
    4. Late payment may result in interest at 4% above the Bank of England base rate and/or suspension of services.
  11. Tariffs and Pricing Transparency
    1. Vocallity publishes tariff information covering call charges, usage fees, roaming charges and other applicable fees.
    2. Tariff changes will be notified in line with Ofcom transparency requirements.
  12. Price Changes and Cost of Living Adjustment
    1. Prices may increase during the Contract Term only where permitted by or required by law or under clause 11.2.
    2. Vocallity may apply one annual increase based on the Consumer Prices Index (CPI – All Items, UK), with at least 30 days’ notice.
    3. CPI-linked increases apply during or after the Minimum Term and do not give a right to terminate.
  13. Call Charges When Out of Contract
    1. Once the Minimum Term ends, any inclusive call allowances cease.
    2. Calls will then be charged on a per-use basis in accordance with Vocallity’s out-of-contract tariffs.
    3. Charges vary by destination, call type and time of day.
    4. Tariffs may be amended with at least 30 days’ notice.
  14. Service Levels
    1. Where an SLA applies, Vocallity will use reasonable endeavours to meet stated service levels.
    2. Indicative availability:
      • VoIP: 99.9%
      • Broadband: 99.9%
      • Mobile: best-efforts
  15. Suspension of Services
    Vocallity may suspend services where payment is overdue, misuse or unlawful activity is suspected, or suspension is required by law or for security.
  16. Data Protection
    1. Both parties shall comply with UK GDPR and the Data Protection Act 2018.
    2. Where Vocallity processes personal data on behalf of the Customer, a data processing agreement shall apply.
  17. Termination
    1. Either party may terminate immediately for material breach not remedied within 30 days or insolvency.
    2. The Customer may terminate at the end of the Minimum Term by giving notice.
    3. Early termination during the Minimum Term may result in charges equal to the remaining monthly fees.
  18. Effects of Termination
    1. On termination or expiry:
      • outstanding charges become immediately payable;
      • services cease;
      • numbers may be ported or withdrawn;
      • equipment provided by Vocallity and included in any monthly charges must be returned within 14 days;
      • charges may apply for unreturned or damaged equipment;
      • access to systems may be disabled.
  19. Limitation of Liability
    1. Nothing limits liability for death or personal injury caused by negligence or fraud.
    2. Subject to this, Vocallity shall not be liable for indirect or consequential loss.
    3. Total liability in any 12-month period shall not exceed the charges paid during that period.
  20. Force Majeure
    Neither party shall be liable for failure or delay caused by events beyond reasonable control.
  21. Assignment
    The Customer may not assign or transfer this agreement without Vocallity’s prior written consent.
  22. Entire Agreement
    These Terms, together with the Order Form and any schedules, constitute the entire agreement between the parties.
  23. Governing Law
    These Terms are governed by the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction.





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