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© 2025 PrimeVOIP.com. All rights reserved.
Terms and Conditions – PrimeVOIP Limited Effective Date: 01/06/2025
These Terms and Conditions ("TOS") constitute a legally binding agreement between you (the "Customer") and PrimeVOIP Limited (the "Provider"). By accessing or using our services, you acknowledge that you have read, understood, and agree to be bound by these TOS in their entirety.
1.1 Parties: This TOS is between the Customer and PrimeVOIP Limited, a company registered in Hong Kong.
1.2 Services Covered: These TOS apply to all cloud-based Voice over Internet Protocol (VoIP) and Private Branch Exchange (PBX) services provided by PrimeVOIP Limited, including but not limited to hosted PBX, SIP trunking, and Direct Inward Dialing (DID) provisioning.
1.3 Non-Carrier Status: PrimeVOIP Limited is not a licensed telecommunications carrier. All numbering, PSTN connectivity, and call termination/origination are facilitated through our third-party carrier partners.
3.1 Hosted PBX: Virtual PBX functionality including auto-attendant, call routing, voicemail, conferencing, and user extensions.
3.2 SIP Trunking: Delivery of inbound and outbound call capability to IP-enabled phone systems via SIP.
3.3 DID Provisioning: Assignment and management of individual phone numbers linked to Customer Accounts.
3.4 Third-Party Partnerships: All services are delivered through our licensed carrier and network partners; quality and availability may depend on those upstream providers.
4.1 Legal Age: Customers must be at least 18 years old or have reached the age of majority in their jurisdiction.
4.2 Registration Details: Customers must provide complete and accurate contact, billing, and corporate information during signup.
4.3 KYC Compliance: PrimeVOIP may require proof of identity, address verification, and any additional documentation necessary to comply with anti-money laundering (AML) and Know Your Customer (KYC) regulations.
4.4 Acceptance of TOS: By completing registration, the Customer affirms acceptance of these Terms and Conditions.
5.1 Prepaid Model: All services operate on a prepaid basis. Customers must maintain a positive account balance to avoid service interruption.
5.2 Rate Changes: Provider reserves the right to adjust rates at any time, with at least 15 days’ prior email notice.
5.3 Payment Methods: Accepted payment methods include credit/debit cards, PayPal, and bank transfers. Any transaction fees imposed by payment processors are borne by the Customer.
5.4 Late Fees: Accounts with insufficient balance after invoice due date may incur late fees of up to 1.5% per month on the unpaid balance.
All charges and fees are denominated in United States Dollars (USD), unless otherwise expressly agreed in writing.
7.1 Refund Eligibility: Refunds for unused balances are available only upon full account closure, subject to a processing fee of USD 10.
7.2 Non-Refundable Charges: No refunds for services already delivered, calls completed, or customer-configured errors.
7.3 Cancellation Process: Customers may request service termination via the Customer Account dashboard or support ticket. Any outstanding balances become immediately due.
8.1 Credentials: Customers are responsible for safeguarding login credentials and for all actions taken under their credentials.
8.2 Unauthorized Access: Provider is not liable for losses arising from unauthorized access if incorrect or weak credentials are used.
8.3 Monitoring Usage: Customers must regularly review call logs, invoices, and security settings to detect any irregularities.
9.1 Reseller Notification: Approved resellers must provide 30 days’ written notice to PrimeVOIP before adjusting end-customer pricing.
9.2 DID Reseller Approval: Resellers seeking to offer PrimeVOIP DIDs must obtain explicit written approval and adhere to number portability guidelines.
10.1 Legal Compliance: Use services in compliance with all local and international laws governing telephony, privacy, and data protection.
10.2 System Security: Maintain up-to-date security measures (e.g., firewalls, strong passwords) on customer premises equipment (CPE).
10.3 Charge Responsibility: Customer is liable for all call charges, including unauthorized, fraudulent, or illicit usage.
11.1 Service Delivery: Provide services in accordance with agreed specifications and service levels.
11.2 Notice of Changes: Notify Customers of material changes to services, pricing, or Terms at least 15 days before implementation.
11.3 Service Availability: Maintain service uptime subject to upstream carrier outages and scheduled maintenance; target 99.9% availability.
All software, trademarks, logos, documentation, and other proprietary materials are the exclusive property of Provider or their respective owners. Customers are granted a limited, non-exclusive, non-transferable license for use during the subscription term.
Both parties agree not to disclose or use any proprietary or confidential information obtained during the relationship except as necessary to fulfill obligations under this TOS.
Provider may use the Customer’s logo, name, or testimonials for marketing purposes only after obtaining written consent specifying scope and duration.
This Agreement does not create a partnership, joint venture, employment, or agency relationship between the Customer and Provider.
Any dispute arising under these TOS shall be finally resolved by binding arbitration in Hong Kong under the rules of the Hong Kong International Arbitration Centre (HKIAC). The arbitrator’s decision shall be final and binding.
These TOS are governed by and construed in accordance with the laws of Hong Kong, without regard to its conflict of laws principles.
Customers agree to indemnify, defend, and hold harmless Provider, its affiliates, and employees from any claims, damages, losses, or liabilities arising from the Customer’s use of the services in violation of these TOS.
Neither party shall be responsible for delays or failures in performance resulting from acts beyond their reasonable control, including natural disasters, acts of war, terrorism, or network failures.
To the maximum extent permitted by law, Provider’s liability under or in connection with this Agreement shall not exceed the aggregate fees paid by the Customer during the thirty (30) days preceding the claim. In no event shall Provider be liable for any indirect, incidental, or consequential damages.
Customers must not use services to:
Provider does not support:
Provider may impose rate limits, concurrent call restrictions, or block certain destinations to prevent fraud, abuse, or network congestion.
Certain DIDs, call destinations, or service features may be unavailable in specific countries due to local regulations. Attempted use from restricted regions may result in immediate service suspension.
25.1 Suspension: Services may be suspended without notice for non-payment, suspected fraud, regulatory compliance issues, or breach of these TOS.
25.2 Termination: Either party may terminate this Agreement for convenience with 30 days’ notice, or immediately for cause if the other party breaches any material term.
Customers lease DIDs subject to upstream carrier policies. Porting of numbers is subject to the gaining and losing carriers’ rules and may incur additional fees.
Provider reserves the right to modify these TOS at any time by posting a revised version on its website. Continued use of services after changes constitutes acceptance.
The use of electronic signatures or checkbox acceptance during registration constitutes a valid and binding execution of this Agreement.
These TOS, together with any service-specific Order Forms or Service Level Agreements (SLAs), constitute the entire agreement between the parties and supersede all prior discussions or agreements.
Provider may assign or transfer this Agreement at its discretion. Customers may not assign their rights or obligations without Provider’s prior written consent.
These Terms and Conditions are effective as of the date first agreed upon by the Customer during the account creation process and remain in force until terminated in accordance with Section 25.
Empowering your business with crystal-clear, reliable VoIP solutions—backed by 24/7 global support and scalable plans.
© 2025 PrimeVOIP.com. All rights reserved.
support@primevoip.io | +44-7412-826858