Website terms and conditions
Northern VoIP Ltd, a company registered in the United Kingdom under SC610365 whose registered office is at 1 Weyland Park, Kirkwall, Orkney, KW15 1LP. The Company main office for trading is at 1 Weyland Park, Kirkwall, Orkney, KW15 1LP.
By using our VoIP services, you agree to be bound by Northern VoIP Ltd Terms & Conditions set out below.
In the following terms and conditions, the words, ‘Northern VoIP’, ‘NVL, ‘we', ‘us’ and ‘our', are used to refer to Northern VoIP Ltd. In the following terms and conditions, the words ‘you’ and ‘your’ is used to refer to the Customer.
Northern VoIP offers Voice over IP (VoIP) telephony services through our VoIP services wholesale supplier. As well as onsite phone systems, we offer Cloud Hosted phone systems through our third-party UK based data centre provider. We will ensure that we use robust, secure and reputable VoIP service providers and/or data centre providers. Should there be any unreliability or issues with our providers then we reserve the right to change our suppliers in order to provide you with the best VoIP services. We will do our best to complete any change of supplier(s) at minimal disruption to the customer. Any equipment installed by us must be configured to allow us to have secure remote connection. Support provided by us will be charged at our standard rate of support at the time or charged at the rate agreed in your support contract with Northern VoIP. You will not allow any changes or modifications to the phone system hardware and software to be made by any party other than those changes or modifications authorised by and notified to or by us. If such changes or modifications are carried out without such authorisation and appropriate notification, then we reserve the right to review these Terms and Conditions and adjust accordingly.
We cannot be held responsible for any issues or degradation to your service if the fault is found to be with our provider(s). Network maintenance may be carried out by our provider at times. We will do our best to inform you should there be any planned maintenance however we cannot guarantee when this will be done. We also cannot accept responsibility for unforeseen technical issues with our provider during their scheduled maintenance windows. Calls to and from our provider can utilise your Internet connection. We cannot be held responsible for loss of services or any call issues relating to problems with your Internet Services Provider and/or your fixed landline provider. Any calls that may be routed through legacy wired connections are the responsibility of your landline telephony provider and they are responsible for any landline call charges. Northern VoIP offer various services which include hosting of telephone numbers, outbound calling, call plans as well as numerous advanced telephony features. For detailed information about the services provided by us please see above. We cannot be held responsible for any issues with your network or your own network equipment such as switches, routers, access points, etc. which causes issues or degradation to your phone services or call quality. We will use reasonable care and skill to support and resolve any issues with equipment supplied, configured and/or installed by us. We will charge any time spent at our agreed support contract rate or our standard rate of support at the time. We cannot accept any responsibility should your services be interrupted due to hardware failure. Any new hardware provided by us is covered by 12 months warranty from date of despatch. We will do our best to ensure that we offer equipment with adequate manufacturer warranties. We will always recommend Sangoma Bronze maintenance plan at a minimum when we supply Sangoma on-premise phone systems as well as optional hardware warranty extensions. We can act on your behalf when escalated support is required from Sangoma and we reserve the right to charge any labour charges for time spent by us. Should you or we require high level specialist technical support from Sangoma then we will inform you prior to raising this with Sangoma as maintenance plans (excluding Bronze) have set amount of Support Credits depending on the plan – see here for more information. We can assist with hardware and software failures and arrange hardware or other equipment returns by RMA if necessary (See Hardware Terms and Conditions and RMA Returns sections for more information)
We offer a number porting service which allows us to port over and host your phone number(s) with our provider. A porting request form must be completed and signed by you which we will assist you with. If you have any Broadband services running on any lines with numbers that you are porting, then you should be aware that when the number(s) are ported the Broadband services would cease with the line(s). You are therefore held responsible for confirming on the porting request form if your line has any Broadband services on it or not. We cannot be held responsible for cancellation of any of your existing telephone or Broadband services. You will be responsible for checking with your existing telephony provider if you are still within your contract period and we cannot be held liable for any early termination fees which your existing provider may charge you when your old service(s) cease. Porting request submission charges are detailed in the Number Porting services page on our website. You are responsible for ensuring all information on the porting request form is correct as mistakes (such as wrong numbers, incorrect number ranges, missing ranges of number, incorrect account number, incorrect losing communications provider, etc) can cause porting requests to be rejected. We reserve the right to apply a charge as detailed on our website for any porting requests that have to be resubmitted due to any porting request rejection. Once a porting request has been accepted then we will inform you with the date that your number(s) will port over to our VoIP services provider. If you require your porting date to be changed once it has been accepted or you decide to cancel the porting request, then we must receive this request by email. You will also be charged a fee as detailed on our website for any changes or cancellations. We will complete a Geographic Number Portability (GNP) Letter of Authority form on your behalf which includes details of your business, details of your Losing Communication Provider (LCP), details of the numbers being ported and site addresses of the numbers. Under a requirement from OFCOM we are under obligation to hold a record of all GNP forms for every number ported. We will only allow numbers to be ported away from our services by the individual named on the Northern VoIP services account. We may ask the customer for proof of identity before the porting away request is allowed. If Northern VoIP goes into administration or ceases trading, then we will ensure all phone numbers on your account are returned to you by submitting porting requests.
You are responsible for keeping all your passwords secure, strong and confidential at all times. NVL cannot accept any responsibility for unauthorised calls made on your account due to weak passwords. We will confirm with you what passwords we recommend you or your users will need to change. Should you or your users not change any passwords as asked then we cannot be held responsible for any issues this may cause. You should always set and use strong passwords, for example using a minimum 8 characters, mixed numbers, letters and characters and not easy to guess. Beware of using your details on public networks where your details may be stored or intercepted and if you use any kind of PBX or other VoIP hardware, you must ensure that its own passwords and those of any extensions are also secure and strong.
Our call plans include UK mobile and UK landline destinations and exclude personal and premium rate numbers (unless mentioned otherwise). We can provide you with details of outbound and inbound calls to and from the PSTN or VoIP network respectively. You may be limited to 10 concurrent calls unless otherwise specified. If we are asked by you for your call records, then we shall only be responsible for providing up to the past 60 days only. Upon signing up for an NVL VoIP service then we will set up and provide your SIP trunk at the price mentioned on our website. Call records will be available to the customer through our customer billing portal (see below). Your CDR call records may also be available through your cloud hosted or on-premise phone systems if we have supplied and set this up for you. Price and availability information is subject to change without notice.
Emergency calls (999 or 101) can be made through our provider however they can only be made once you have completed and returned an Emergency Handling Access (EHA) form. The EHA form must include the phone numbers and the registered mainland UK address, excluding users located in the Isle of Man or Channel Islands. We will then submit the information on the form to our VoIP Services Provider. We can also carry out interop testing to ensure that calls can be routed from your phone system to our VoIP Services Provider. Testing can only be done with emergency calls temporarily disabled at the provider. It is unlawful to make ‘test calls’ to 999 and advise that you do not make calls to 999 unless it is a genuine emergency. We cannot be held responsible for prank or test calls that you make to the emergency services.
A minimum contract period is applicable to all NVL call plans and VoIP services. The minimum contract term is the minimum period for which the customer must remain on and is liable for payment of their NVL VoIP service from the time it is activated. Unless otherwise stated the minimum contract period is one month’s service. After the minimum contract period, subscribers may terminate their subscription with one month's notice. Customers should email a cancellation request to firstname.lastname@example.org. You are responsible for arranging any porting requests for your number(s) to your new telephony supplier. Any outstanding invoices or account charges must be paid in full prior to us accepting any porting request of your number(s). In the event that the contract is subject to distance selling regulation, where service starts within 7 days of purchase, rights of cancellation will end upon commencement of service.
All fees for VoIP services will be invoiced monthly on or around the 1st of the month. You will be required to complete a Direct Debit mandate prior to your services going live. It is your responsibility to ensure your Direct Debit payment details are accurate and up-to-date to ensure we receive payment on the due date. NVL reserves the right to cancel your services if payment is not received every month. As mentioned, invoices will be sent out on or around the first day of the month. Payment will then automatically be taken a minimum of 10 working days from the invoice date. Should you have any issues with your invoice then you must contact us by email or phone within 5 working days. All your invoices and call display records can be checked by logging into your account on our customer billing portal at https://billing.northernvoip.co.uk. You will be notified by email when your account is active on the billing portal. NVL may suspend and / or disconnect your Services at its discretion. We will normally inform you before we suspend or terminate your access to the Service. NVL has the right to close/block VoIP accounts that we suspect to be fraudulent and proof of identification maybe requested to verify users. We can on request of the Customer provide information on all calling rates to all destinations. We reserve the right to update our rates without any prior notice to the Customer. Our provider changes their wholesale calling rates from time to time, so we may reserve the right make changes to our rates as necessary.
Support and Working Hours
We can provide the Customer with a tailored support contract should they require ongoing support which should be signed and returned to Northern VoIP. This will detail the term length of the contract and what is or is not included. Our standard support contract is on a monthly rolling basis. Other terms may be offered as necessary or in agreement with the Customer. We provide SLA response times in your support contract which we will do our best to meet. The response time is for a telephone and/or email response within the agreed times and is not necessarily for an immediate onsite response. Where possible all requests will be dealt with remotely. We cannot guarantee a response time or SLA for non-contracted customers however upon receipt of a non-contracted Customer request for support or rectification of a defect, then we shall (subject to its then current commitments) aim to respond within two working days thereafter and shall carry out all services during our working hours until all required work is completed to the reasonable satisfaction of the Customer. Our working hours are Monday to Friday, 9am to 5pm (except where these fall on Christmas Day, Boxing Day, 1st and 2nd January or their substitute public holidays). We reserve the right to charge our out of office hours rate for support for any work done out of these times (unless we have scheduled the work for maintenance or other purposes).
Fair Use Policy
Our wholesale provider has a fair usage policy of 30 concurrent calls, however the number of concurrent calls may be more as stated and agreed in your contract. We allow bursting above your agreed concurrent channels which is monitored. You may be restricted on your channels should the service be overloaded. We cannot be held responsible for any restrictions that our provider applies where you are using an unfair volume of concurrent calls.
Cancellation of your VoIP services will require a minimum of one-month notice from the end of the minimum contract period, stated for the service subscribed to by the user. You are liable to pay for the remainder of your contract period which you have signed up for and agreed to. We reserve the right to charge your debit or credit charge for any outstanding charges for the remainder of your contract.
Modification of Terms
We reserve the right to modify these terms at any time without prior notice. Any modification of these terms will be deemed to be effective from the date and time of informing the Customer. These terms and conditions will apply to your order once you have given authorisation to proceed with any proposal or quote. They will supersede any other terms and conditions in whatever form given. Please print and retain a copy of the terms and conditions once you have received your confirmation email.
Limitation of Liability
This liability section applies only to the extent permitted by law. You agree to indemnify, defend and hold Northern VoIP, its affiliates, directors, officers, employees, agents and licensors harmless from and against any and all claims, actions, expenses, losses, and liabilities (including courts costs and reasonable attorneys' fees), arising from or relating to this agreement including your access to and use of our provider to the maximum extent permitted by applicable law, in no event shall Northern VoIP or any of its licensors, be liable for any indirect, special, punitive, exemplary, or consequential damages, arising out of the access to or use of or inability to access or use our VoIP services provider, or that result from mistakes, omissions, interruptions, deletions of files, errors, defects, delays in transmission or operation or any failure of performance, even if advised of the possibility of such damages. Our provider is not intended as a substitute of the PSTN telephony service.
Payment for the products and delivery charges can be made by the method shown on our website at the time you place your order. Payment must be made through the website and cleared prior to the despatch of your items.
Shipping charges for all the products will be agreed during your order process. We ship using our carrier accounts, and pass the charges on to you. We use APC as the carrier for most orders within the UK. We offer shipping to all countries in the EU using DPD. We also offer shipping to international countries using FedEx. There will be a shipping charge shown against each order. Our standard last order time for APC in the UK is 16:30, after which we will ship goods the following day. It is possible, though, that we can still process small orders after this time. We can also ship orders in the UK using DPD, but they have an earlier cut off time of 15:30. We keep packing and shipping orders until the collection van arrives. Sometimes orders placed after cut off will still ship same day. EU DPD shipping is charged per parcel. International shipping costs using FedEx will require calculation based on location and weight which we will confirm with you prior to payment of order.
Our business hours for shipping orders are Monday to Friday 9am to 5pm, excluding bank holidays. There may also be a restricted service over Christmas. Our main carrier is APC, and the standard service is for delivery on the next working day before 17:00.
The description and price of goods you order will be as shown on our website at the time you place your order. If your order is accepted and we find your items are unavailable within 7 days then we reserve the right to cancel the contract and refund you. We will inform you as soon as possible about this. If some but not all items are unavailable, then we will contact you and offer you the option to cancel your order or amend with alternative items. If you have not cancelled the order within 14 days of receipt of this notice, then we will deliver the available items and refund any charges for unavailable items. We make every effort to ensure prices on our website are accurate at time of order. If we find an error in pricing for any item within 7 days of processing your order, then we reserve the right to cancel the contract and refund you or alternatively we will inform you as soon as possible about the mispriced items. We will give you the following options: 1. Place a new order at correct price, 2. Cancel your whole order, 3. Cancel your order for wrongly priced items and reconfirm your order with the correct prices. If you have not responded within 14 days of us informing you about wrong prices, then we will reserve the right to cancel the order and offer a refund or credit. If some of the items are correct price, then we will deliver the correct priced items and refund the wrongly priced items.
Right to Cancel
You have the right to cancel your order (the contract) within 14 days after you receive the goods. To provide your right of cancellation, you must give written notice to us by emailing email@example.com, giving details of the goods ordered and (where appropriate) their delivery. We do not accept notification of cancellation by phone.
Except in the case of faulty or wrongly described items, if you exercise your right of cancellation after the goods have been delivered to you, you will be responsible for returning the goods to us at your own cost. See Returns section below. Once you have notified us that you are cancelling the contract, we will refund or re-credit you within 28 days for any sum that has been paid by you or debited from your credit card for the goods.
Except in the case of faulty or wrongly described goods, if you do not return the goods as required, we may charge you the value of the products and the direct costs of recovering the goods. You do not have the right to cancel the contract if the order is for computer software, system add-on licenses or any other software licenses which has been unsealed or used/registered by you.
Refund And RMA Policy
Equipment Purchase; Northern VoIP will honour their money back guarantee when the Customer has returned all equipment that has been supplied to them. If you have changed your mind about any item ordered, and you need to return it, then you can do so provided you have informed us of your decision within 14 days of receipt. The item must not be used, in original unopened packaging, and must be ‘as new' when returned to us.
Customers must email us at firstname.lastname@example.org and, if we cannot resolve the problem with you directly. You will be issued with an RMA number. Goods must be returned within 14 days of receipt. We will provide the return address to send the goods back to. DO NOT RETURN goods to our registered address, for security reasons we cannot receive packages and they will be turned away. Once we have received the item, we will issue a refund for the product. As mentioned, all equipment must be returned complete and in its original unopened packaging and in an “as new condition" With the exception of goods delivered incorrectly or that are faulty on arrival, the cost of return carriage is your responsibility.
We offer 12 months warranty from date of despatch of all products. Product warranty issues fall in to two categories: 1. DOA (Dead on Arrival) – we will arrange payment of the return postage with Customer, 2. Unit failure after install – Customer pays for the return postage. Once item is received then we will either arrange a repair and return of the faulty item and if a repair is not possible then we will arrange replacement provided that the item is within the 12-month warranty period.
Dead on Arrival reporting procedure – You are responsible for notifying us within 48 hours of delivery for any DOA items. Customer must email email@example.com with the following information: Customer name and address including telephone number, product model and serial number and details of the fault (in this instance should be recorded as DOA). We will liaise with the customer and attempt to resolve the technical problem prior to return (which may involve contacting the customer and logging on to the unit). If the problem cannot be resolved, then we will issue and RMA number for the serial numbered unit. Only units that have been approved for return will be accepted back under warranty. Should the item be found as non-faulty, then the postage will be charged to the customer and we reserve the right to charge up to 50% of the equipment cost for testing and handling.
Standard Replacement Warranty: If you need to return a faulty item (excluding DOA items reported within the first 48 hours) within the 12-month warranty period then you are responsible for paying for return costs. Items must be adequately wrapped, and the unit should be returned with all original items including packaging, manuals, cables, etc. We will inform you of the address where the item is to be shipped. Upon receipt of faulty unit then we will arrange for investigation of the unit to determine the status (faulty or non-faulty). This will be undertaken within 2 working days of receipt of returned unit. Faulty units will be replaced with anew unit of the same model or the latest version. Unit will be shipped to customer using standard delivery services. Non-faulty units will be returned to customer using standard delivery services. We will provide the customer with information on the nature of any repair or correct settings to resolve the fault.
We will only accept Products that are in a “Returnable Condition”. For Products to be in a returnable Condition they must be returned to us with all items included in the original sale including manuals, cables, disks and any free software items. For products being returned for a refund, the original product packaging must be in new condition. We reserve the right to charge a minimum 15% restocking fee for all unwanted items. Returned products must be adequately wrapped to prevent damage during transit with the RMA number and Customer details clearly marked on the outside of the package. It would help us to speedily process your return if you also enclose a detailed note of the fault. We will provide you with address details of where all products should be returned to.
We do not accept liability for packages damaged during transit and proof of postage is not proof of delivery. You are therefore strongly advised to send your package by recorded delivery, registered post or courier and maintain sufficient insurance to cover the value of the goods. The cost of return carriage is to be borne by the customer unless being returned under the terms of DOA unit. Please note we are unable to accept returns of headsets for hygiene reasons unless they're faulty.
On receipt of the package the Product will be tested against the stated fault (if any). Tested Products found to be in full working order will be returned to the Customer.
For products beyond the twelve-month warranty period, we may accept faulty units for repair, but the full cost of repairs, handling and postage is the customers responsibility. This Warranty does not apply to any Unit that has been subject to neglect, accident, abuse, misuse, misapplication, incorrect connection or that has been subject to repair, or alteration not authorised or undertaken by Northern VoIP personnel.
ACCESS TO OUR VOIP SERVICE PROVDER IS BEING PROVIDED ON A NON-EXCLUSIVE BASIS. USER ACKNOWLEDGES AND THAT WE MAKE NO GUARANTEES REGARDING THE AVAILABILITY OR FUNCTIONALITY THEREOF. USER MAY NOT SUBLICENSE ITS ACCESS RIGHTS TO THE SIP SERVERS TO ANY THIRD PARTY.
YOU ACCEPT E-MAIL AS A VALID MEANS OF COMMUNICATION OF ANY AGREEMENT BETWEEN YOU AND NORTHERN VOIP YOU MUST CHECK THAT THE DETAILS OF YOUR CONFIRMATION EMAIL ARE CORRECT AS SOON AS POSSIBLE AND YOU SHOULD PRINT OUT AND KEEP A COPY FOR YOUR RECORDS. THE CONFIRMATION E-MAIL AMOUNTS TO AN ACCEPTANCE BY US (OR 3RD PARTY SUPPLIER THAT IS ENGAGED ON YOUR BEHALF BY US) OF YOUR OFFER TO BUY GOODS FROM US AND THIS ACCEPTANCE IS EFFECTIVE REGARDLESS OF WHETHER OR NOT YOU RECEIVE THE E-MAIL.
NORTHERN VOIP LTD SERVICES ARE FREE TO BE WITHDRAWN FROM A PROSPECTIVE CONTRACT AT ANY TIME PRIOR TO ACCEPTANCE. THIS ALSO APPLIES IN THE CASE OF ANY ERROR OR INACCURACY IN RESPECT OF THE GOODS, ANY DESCRIPTION APPLIED TO THE GOODS, THE AVAILABILITY OF THE GOODS OR THE ORDER ITSELF.