Terms and conditions

These terms set out how we provide VoiceLogic to your business and what each of us agrees to do. Please read them before you order. If anything is unclear, call us on +44 (0)20 3340 9230 or email hello@voicelogic.co.uk.

1. Who we are

VoiceLogic is a trading name of Stream Networks Ltd, company number 06229310, of Unit 8 Kingfisher Court, Hambridge Road, Newbury, RG14 5SJ (“we”, “us”, “our”).

“You” means the business that orders the services. By ordering, you confirm that you are acting for a business, not as a consumer, and that you are authorised to accept these terms on its behalf.

If your business is a microenterprise, small enterprise or not-for-profit organisation, Ofcom’s General Conditions give you some of the protections that consumers have. These include a contract summary before you sign, an initial minimum term of no more than 24 months unless you agree otherwise where the rules allow it (see section 6), and the right to end the agreement without early cancellation charges if we make a change that is to your material detriment (see sections 5 and 23). Nothing in these terms reduces those rights.

2. Definitions

• Agreement: your signed order form, these terms and our data processing agreement. If they conflict, the order form takes priority for the commercial details (the services, quantities, charges and minimum term), the data processing agreement takes priority for data protection, and otherwise these terms take priority.
• Order form: the order form for the services that you sign, including any later order form for extra services.
• Services: the VoiceLogic services described in section 3 that you order.
• Portal: the VoiceLogic customer portal, the website you use to manage the services.
• User: any person you allow to use the services, including each person with an extension or a portal login.
• Extension: a phone line for one user, which can be used on a desk phone, a mobile app, a softphone or the browser phone.
• AI agent: an automated assistant, set up in the portal, that answers calls or website chats for you.
• Call data: call records, recordings, transcripts, summaries, voicemail, AI agent conversations, messages, text messages, website chat conversations and phonebook contacts that pass through or are stored in the services.
• Credentials: portal passwords, two-step sign-in codes, phone usernames and passwords, set-up links and QR codes, and API keys.
• Charges: the amounts you pay us for the services and any equipment.
• Minimum term: the period described in section 6.
• Equipment term: the rental period for rented equipment, 24 or 36 months as shown in your order form. If you rent equipment, it is also your minimum term (see sections 6 and 17).
• Business day: a day other than a Saturday, Sunday or bank holiday in England.

3. The services

The services you receive are the ones in your order. They may include:

• the phone system: extensions, desk phones, mobile and browser phones, call routing, ring groups, queues, voicemail and conference rooms;
• phone numbers;
• AI agents that answer calls, put callers through, take messages and book meetings;
• text messages;
• website chat;
• call recording, transcription and call summaries;
• the portal; and
• the VoiceLogic API.

We may improve or change features from time to time. We will not make a change that materially reduces the services you have paid for without telling you first.

4. Ordering and the agreement

You order by signing an order form, which we send you to sign electronically through DocuSign. The agreement starts when we accept your order in writing or start providing the services, whichever is first.

If you add extensions, AI agents, numbers or other services later, including through the portal, they become part of the agreement and are charged from the date they are added.

You must give us accurate information when you order and keep it up to date. We may decline an order if, for example:

• a credit check on your business is not satisfactory to us;
• we cannot provide the services you have asked for, such as a number that cannot be ported to us;
• the information you give us is incomplete or inaccurate; or
• we reasonably believe the services would be used in a way that breaks section 8.

5. Charges and payment

Charges are monthly. Our prices are shown on the pricing page or in your quote, and exclude VAT, which we add at the current rate.

• Monthly charges: the phone system is charged per user (extension) per month, and AI agent plans per agent per month. We invoice these monthly in advance.
• Usage: extra AI agent minutes, text messages and calls beyond the included call minutes are invoiced monthly in arrears, with the next month's invoice.
• AI agent minutes: each plan includes a number of minutes per agent per month. We add up the minutes used across the month and round the total up to the next whole minute once, rather than rounding each call. Minutes above your allowance are charged at the extra-minute rate for your plan shown on the pricing page. Unused minutes do not carry over to the next month.
• Text messages: charged per text part. Up to 160 characters is one part; a longer message is sent in more than one part, and each part is charged.
• Included call minutes: each user (extension) includes 5,000 minutes a month to UK geographic numbers (01, 02 and 03) and 2,000 minutes a month to UK mobile numbers, pooled across your account for the calendar month. Unused minutes do not carry over. Calls past the included minutes are charged at the rates on the pricing page.
• Other charges: extra phone numbers, transcription, website chat, and international, 08 and premium-rate calls are charged as shown on the pricing page or in your quote. Equipment is charged as shown in your order form (see section 17).
• Partners: VoiceLogic partners work in one of two ways. If you were introduced to us by a VoiceLogic agent, your agreement is with us on these terms and we invoice you directly; we pay the agent a commission under our agent partner agreement, at no extra cost to you. If you buy from a VoiceLogic reseller, your agreement is with the reseller, not with us: the reseller contracts with you, sets your prices and invoices you, and we invoice the reseller.

Paying your invoice

You pay each invoice by Direct Debit, which we collect within 30 days of the invoice date. If you disagree with an invoice, tell us within 30 days of the invoice date and pay the part you do not dispute.

Late payment

If you pay late, we may charge interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998, and we may suspend the services as described in section 14.

Price changes

We will not increase the agreed monthly charges for your users (extensions) and AI agent plans during your minimum term. After the minimum term, and for other charges such as call, text message and extra-minute rates, we may change our prices by giving you at least 30 days’ notice by email. A change in the rate of VAT applies from the date it takes effect.

If your business is a microenterprise, small enterprise or not-for-profit organisation and a price change is to your material detriment, you may end the affected services without early cancellation charges by telling us in writing within 30 days of our notice.

6. Minimum term and cancellation

The minimum term is 12 months from the date the agreement starts. If you rent phones or other equipment from us, the minimum term is instead the same as your equipment term, 24 or 36 months, as shown in your order form. 24- and 36-month terms are available only with equipment rental. After the minimum term, the agreement continues on a rolling 30-day basis until either of us ends it.

If your business is a microenterprise (fewer than 10 staff), your minimum term will not be more than 24 months. If your business is a small enterprise (fewer than 50 staff) or a not-for-profit organisation, we will agree a 36-month term only if you expressly agree, in your order form, to give up the 24-month limit under Ofcom’s rules.

Either of us may end the agreement by giving the other at least 30 days’ written notice, ending on or after the last day of the minimum term.

If the agreement ends before the end of the minimum term, because you end it or because we end it under section 22 after a serious breach by you, you must pay early cancellation charges: the monthly charges, including any equipment rental, that would have been due for the rest of the minimum term (see section 17). Early cancellation charges do not apply where these terms say you may end the agreement or a service without charge.

You can reduce the number of users (extensions) or AI agents by giving us at least 30 days’ written notice. The reduction takes effect from the start of the next billing month after the notice period ends. During the minimum term, you cannot reduce below the quantities in your order form; you can reduce services added on top of them.

7. Your responsibilities

You must:

• set an accurate emergency (999) address for every extension in the portal and keep it up to date (see section 9);
• use the services lawfully and in line with section 8;
• tell callers that calls are recorded or transcribed wherever the law requires it, and give them any other information the law requires, such as your own privacy notice;
• keep all credentials safe, not share them, change them at once if you think they have been seen by someone else, and tell us promptly;
• make sure your users follow these terms, and remove their access when they leave. You are responsible for what your users do with the services;
• provide a suitable internet connection, office network, power and compatible devices; and
• set up your call routing, AI agents and call barring in a way that suits your business.

8. Acceptable use

You must not use the services, or allow anyone else to use them:

• to make nuisance, silent or abandoned calls, or to send marketing calls or texts that break the Privacy and Electronic Communications Regulations or Ofcom’s rules on persistent misuse;
• to send spam or unsolicited bulk text messages;
• for fraud, including artificially generating calls to earn revenue, or to show a caller ID number you do not have the right to use;
• to record or monitor calls unlawfully;
• to set up or instruct an AI agent to make callers believe they are talking to a person, or to impersonate another person or organisation;
• to harass, threaten or abuse anyone, or to send material that is unlawful or defamatory; or
• to try to get around our security, access another customer’s account, or overload the services or the API, which allows each API key up to 600 requests a minute.

You must not resell the services unless you have signed a VoiceLogic partner agreement with us. If you break this section, we may suspend the services under section 14 or end the agreement under section 22.

9. Emergency calls

You can call 999 and 112 free from any VoiceLogic phone. These calls are never blocked, even if your account is suspended. In summary:

• the emergency services are given the address registered for the extension, not where the phone actually is, so callers should always tell the operator where they are;
• emergency calls will not work if your internet connection is down, or during a power cut unless your phones and network equipment have backup power;
• you should keep a mobile phone available as another way to call for help; and
• you must set and maintain an accurate address for every extension, and tell your users about these limits.

Please read our emergency calls page for full details. It forms part of the information we give you about the services.

10. AI agents

• They can make mistakes. AI agents are automated. They may misunderstand a caller, give an incomplete or wrong answer, put a call through to the wrong place or record a message inaccurately. Check important messages and bookings.
• You provide what they know. An agent answers from the instructions, documents and website content you give it. You are responsible for reviewing that information and keeping it accurate and up to date. Templates are a starting point and you should review them before use.
• They never claim to be a person. If asked, an agent says it is an automated assistant. You must not try to change this.
• They do not give professional advice. AI agents must not be used to give medical, legal or financial advice, or to handle emergencies. You must set up your agents accordingly.
• You decide what they may do. You choose who an agent may put callers through to, what it may book, which of your systems it may look things up in, its maximum call length and where calls go when it cannot help. You are responsible for that set-up, and we recommend testing it with “Try it” before an agent goes live.
• Other providers process the conversations. AI agents use third-party AI providers, as set out in our privacy policy and the data processing agreement.

11. Call recording and transcription

You choose whether calls are recorded and transcribed, which calls, and how long recordings and transcripts are kept.

When recording is on, we play a recording announcement to callers. The announcement is required and is set by us. You remain responsible for having a lawful reason to record and for giving callers any other information the law requires.

Transcripts and summaries are produced automatically as a reading aid. They may be wrong or incomplete, so rely on the recording where accuracy matters. Card numbers spoken as digits are masked in transcripts, but they are not removed from recordings, so you should not rely on masking alone to meet any card-payment security obligations you have.

12. Fraud protection

You are responsible for all charges for calls and texts made using your account or your credentials, including calls made by someone who has obtained them without your permission, except where the misuse was caused by our breach of these terms or our negligence.

The services include limits on the number of calls at once, and international and premium-rate barring for each extension. You should set these to suit your business. They reduce the risk of fraud but do not remove it.

If we suspect fraud, we may block calls or suspend the services and will tell you as soon as we reasonably can.

13. Service availability and maintenance

We aim for the VoiceLogic platform to be available 99.9% of the time in each calendar month. This is a target, not a guarantee, and we cannot promise the services will be uninterrupted or free of faults. The target does not include planned maintenance, faults in your own equipment, network or internet connection, faults in carriers’ and other third-party services, or events outside our reasonable control. Service credits do not apply unless your order form sets them out.

We will give you at least 5 business days’ notice of planned maintenance by email, and carry it out outside 08:00 to 18:00 on weekdays where possible. We may carry out urgent maintenance without notice where it is needed to keep the services running or secure.

The services depend on your internet connection and power, and on networks and providers outside our control. Report faults to hello@voicelogic.co.uk or on +44 (0)20 3340 9230.

14. Suspension

We may suspend all or part of the services if:

• an invoice is overdue and we have given you 14 days’ written notice that we will suspend the services if it is not paid;
• you or your users break section 8;
• we suspect fraud or that your account or credentials have been compromised;
• we are required to by law, a regulator or a carrier; or
• we need to protect the services or other customers.

We will tell you before we suspend where we reasonably can. Calls to 999 and 112 remain available during a suspension. Charges continue during a suspension caused by you.

15. Data protection

For call data, you are the controller and we are the processor. We process call data only on your instructions, under our data processing agreement, which forms part of the agreement and lists the providers we use and how data is transferred outside the UK.

For your account, billing and contact information, we are the controller, as described in our privacy policy.

Each of us will comply with the UK GDPR and the Data Protection Act 2018.

16. Third-party services

Some features work with services run by other companies, such as CRMs, Microsoft 365 calendars and AI providers. When you connect one, you authorise us to exchange data with it on your behalf.

The availability and behaviour of those services, and any changes their providers make, are outside our control. We are not responsible for their failures, and a feature may change or stop working if the provider changes its service. You are responsible for your own accounts and licences with them.

17. Equipment

The services work with supported desk phones from Yealink, Snom, Polycom and Grandstream, with mobile and desktop softphone apps, and with the browser phone. You are responsible for equipment you supply and for making sure it is compatible.

We can also supply phones and other equipment, which you can either buy outright or rent. Your order form shows which, and the charges.

Equipment you buy

• You pay a one-off charge, invoiced when we supply the equipment.
• The equipment becomes yours when we have received payment in full. It is at your risk from delivery.
• We pass on to you the benefit of the manufacturer’s warranty. If the equipment develops a fault the warranty covers, contact us and we will help you claim under it.

Equipment you rent

• You rent the equipment for an equipment term of 24 or 36 months, as shown in your order form, and the same period is the minimum term for your services (see section 6). Rental is a monthly charge, invoiced monthly in advance.
• The equipment remains ours. You must look after it, keep it at your premises or with your users, and not sell, lend or charge it to anyone else.
• It is at your risk from delivery. You are responsible for loss or damage other than fair wear and tear. If it develops a fault through no fault of yours, we will repair or replace it.
• Rental runs for the full equipment term. If the agreement ends before the end of the equipment term, the rental for the rest of it is payable as part of the early cancellation charges (see section 6).
• At the end of the equipment term, unless we agree otherwise, you must return the equipment to us in working order, fair wear and tear excepted, within 14 days. If you do not, or it is not in working order, we may charge you its replacement cost.

18. Number porting

Bringing your numbers to us. We can transfer (port) your existing numbers to VoiceLogic from your current provider. You must have the right to use the numbers and give us accurate details. Porting depends on your current provider and follows Ofcom’s porting processes, so the transfer date depends on them, and we are not responsible for delays caused by other providers.

Moving your numbers away. At your request, we will port your numbers to another provider in line with Ofcom’s porting processes. Ask your new provider to start the transfer. Porting a number away does not by itself end the agreement; to end it, give notice as described in section 6. Numbers that are not ported away within 30 days of the agreement ending may be lost.

Numbers we provide are allocated under Ofcom’s numbering rules and you do not own them. Contact sales for up-to-date porting charges, on +44 (0)20 3340 9230 or at hello@voicelogic.co.uk.

19. Intellectual property

We and our licensors own the services, the portal, the software, the AI agent templates and our documentation. We give you a non-exclusive, non-transferable right to use them for your own business while the agreement lasts.

You own your content, including your recordings, documents, instructions and call data. You give us the right to use it only to provide the services to you. We do not use your content or call data to train AI models. OpenAI does not use data sent through its API to train its models unless a customer opts in, and we have not opted in. We have also switched off ElevenLabs’ option to use our customers’ data to train or improve its models.

20. Confidentiality

Each of us will keep the other’s confidential information confidential and use it only for the agreement. This does not apply to information that is already public, that the law or a regulator requires to be disclosed, or that is shared with professional advisers who keep it confidential. This section continues after the agreement ends.

21. Liability

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law. Nothing limits your duty to pay the charges.

Subject to that:

• we are not liable for loss of profit, revenue, business, goodwill, anticipated savings or data, or for any indirect or consequential loss;
• we are not liable for failures caused by your equipment, internet connection, power, third-party services, or events beyond our reasonable control;
• we are not liable for answers an AI agent gives from information you provided, or for decisions taken on the basis of a transcript or summary; and
• our total liability under or in connection with the agreement, whether in contract, negligence or otherwise, in each contract year (each 12-month period from the date the agreement starts) is limited to the charges paid or payable by you in the 12 months before the claim.

22. Ending the agreement and your data

Either of us may end the agreement as described in section 6. Either of us may also end it immediately by written notice if the other:

• commits a serious breach and does not put it right within 30 days of being asked to; or
• becomes insolvent, or stops or threatens to stop trading.

When the agreement ends, you must pay any outstanding charges, and access to the services and the portal stops. Your numbers can be moved to another provider as described in section 18.

We keep recordings and other call data for 30 days after the agreement ends, so that you can ask us for a copy, and then delete them permanently. Records we must keep by law, such as invoices, are kept for 6 years. If you want a copy, download recordings and transcripts through the API before the agreement ends, or ask us within those 30 days.

Any section that by its nature should continue after the agreement ends will do so.

23. Changes to these terms

We may change these terms by giving you at least 30 days’ notice by email. Changes required by law or a regulator may take effect sooner. If a change is materially to your disadvantage, you may end the agreement without charge before it takes effect. The current version is always on this page, with the date it was last updated.

24. Notices

We will send notices to the main contact email address on your account. Send notices to us by email to hello@voicelogic.co.uk or by post to the address in section 1. An email notice is treated as received when sent if it is sent during business hours on a business day, and otherwise on the next business day.

25. General

• The agreement is the whole agreement between us about the services.
• If any part of these terms is found to be invalid, the rest still applies.
• If either of us delays in enforcing a right, we can still enforce it later.
• You may not transfer the agreement without our written consent. We may use subcontractors and suppliers to provide the services.
• No one other than you and us has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999.

26. Governing law

These terms and the agreement are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute.