Terms and Conditions

Effective Date: 1 Dec 2024

Company Name: Orchard Telecom Ltd

**Company Address:**128 City Road, London, United Kingdom, EC1V 2NX

**Company Registration Number:**16176777

**Contact Information:**info@orchardtelecom.co.uk

1. Introduction

1.1 These terms and conditions govern the provision and use of VOIP services provided by Orchard Telecom Ltd ("we," "our," or "us") to the customer ("you" or "user").

1.2 By using our services, you agree to these terms in full. If you do not agree, do not use our services.

2. Services

2.1 We provide virtual landline and VOIP services, which allow you to make and receive calls using mobile telephones and internet connections.

2.2 The quality and availability of the service may depend on your telephonr signal, internet connection, hardware, and location.

2.3 We allow you to use the landline number(s) assigned to you for the period of your subscription. You will not own the number and we can withdraw it from your account at any time, for example due to abuse or non payment.

3. Eligibility

3.1 You must be at least 18 years old to use our services.

3.2 You are responsible for ensuring the accuracy of the information provided during registration.

4. Charges and Billing

  • 4.1 Service charges are as per the tariff plans listed on our website or in your contract.
  • 4.2 Bills will be issued weekly for extra minutes used unless otherwise stated.
  • 4.3 Payments must be made by when your subscription renews and/or extra call charges are invoiced.
  • 4.4 Late payments may incur additional fees, and services may be suspended until payment is received.

5. Fair Usage Policy

5.1 Our services are subject to a fair usage policy to ensure equitable access for all users.

5.2 Excessive or abusive use of the service may result in warnings, suspension, or termination of your account.

6. Cancellations and Refunds

6.1 You may cancel your service renewal at any time in your online account portal.

6.2 Refunds are available only for unused prepaid services, subject to deductions for any usage incurred by you.

7. Customer Responsibilities

  • 7.1 You are responsible for maintaining your equipment and internet connection to use our services.
  • 7.2 You must not use our services for illegal or fraudulent activities.
  • 7.3 You are responsible for the security of your account credentials.

8. Service Limitations

8.1 VOIP services may not be available during power outages or if your internet connection is disrupted.

8.2 Emergency calls (999/112) may have limitations, including location accuracy.

8.3 We strive to maintain 99.9% service availability. If the service is down we will, on request, refund a pro-rata amount subject to a maximum of your monthly subscription price.

9. Privacy and Data Protection

9.1 We comply with the UK GDPR and Data Protection Act 2018.

9.2 Our Privacy Policy (https://www.orchardtelecom.co.uk/privacy-policy) explains how we collect, process, and protect your data.

9.3 By using our services, you consent to the collection and processing of your data as outlined in our Privacy Policy.

10. Liability

10.1 We are not liable for any loss of business, revenue, or profits due to service interruptions or limitations.

10.2 Our total liability is limited to the amount paid by you for the services in the three months preceding the claim.

11. Amendments

11.1 We may update these terms and conditions periodically.

11.2 Changes will be notified via email or our website. Continued use of our services constitutes acceptance of the updated terms.

12. Governing Law

12.1 These terms are governed by and construed in accordance with the laws of England and Wales.

12.2 Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Contact

If you have questions or concerns, please contact us at:

**Company Address:**128 City Road, London, United Kingdom, EC1V 2NX