Welcome to Plexatalk
By utilising our VoIP services and related products, you (“the Customer” or “You”) agree to be bound by these Terms and Conditions (“Terms”). Please read them attentively as they constitute a contract between You and Plexatalk (DMV Telecom Ltd) (“Us”, “We”, or “Our”).
1. Emergency Services Access
1.1 Our VoIP services generally allow access to emergency services. However, as these are internet-based telephony services, their availability is contingent upon your connection to a suitable data network, the functioning of that network, and your equipment. It’s essential to have alternative arrangements for emergency calls if your internet service is disrupted.
1.2 We endeavour to transmit your location information to emergency services when possible. It’s your responsibility to provide us with accurate location details for this purpose.
2. User Responsibility
2.1 You are accountable for all usage originating from your network or devices, including calls, messages, and data. This includes usage by authorised users and any unauthorised usage due to fraud.
2.2 It’s vital to keep your account details confidential and secure your network and devices. Any security breaches should be promptly addressed by changing your passwords and notifying us.
3. Calling Line Identification (CLI)
3.1 CLI must be valid and diallable. Sending invalid or non-diallable CLI could result in call blocking and you would indemnify us against any resulting liabilities.
4. Billing and Payments
4.1 All billing disputes must be raised within [specify time period, e.g., 30 days] of the invoice date. Please contact accounts@plexatalk.co.uk for any billing enquiries or disputes.
4.2 Our pricing is detailed on our website and may change. It’s your responsibility to be aware of the charges for your calls and services.
5. Service Limitations
5.1 We aim to provide comprehensive service but acknowledge that it may not be technically or economically feasible to enable calls to all number ranges, such as premium rate numbers.
6. Phone Numbers and Portability
6.1 Phone numbers provided by us to you do not constitute ownership. While we strive to maintain number consistency, changes may occur due to regulatory requirements.
7. Artificially Inflated Traffic
7.1 Our services must not be used to artificially inflate traffic, which is against regulatory standards and could result in indemnity claims against you for any associated costs.
8. Termination and Dispute Resolution
8.1 Upon termination, any allocated phone numbers will be irretrievably lost. We encourage prompt communication if a service is terminated in error, though reassignment of the same number cannot be guaranteed.
9. Amendments and Annexes
9.1 We reserve the right to amend these Terms and Conditions at any time. Any annexes or additional terms will be communicated to you and will form part of this agreement.
10 Limitation of Liability Agreement
10.5 You agree that the limits of liability set forth in this agreement are fair and reasonable, taking into account all relevant factors, including the nature of our VoIP services and the terms under which they are provided.
11. Events Outside Reasonable Control
11.1 Neither party will be held liable for any delay or failure to perform their obligations under this agreement due to events outside their reasonable control. This includes, but is not limited to, acts of God, natural disasters, terrorism, and significant disruptions to internet services. The affected party must promptly notify the other of such events and their impact on their obligations.
11.2 We may notify you of any such events and their impact on our services via updates posted on our website or through our status pages.
11.3 Should any such event continue for 28 days or more, the party not affected by the event may terminate this agreement by providing notice, effective from a specified date, without incurring penalties or additional liabilities, except for any obligations to pay sums due under this agreement.
12. International Accessibility
12.1 We cannot guarantee that our services, including the use of any telephone numbers assigned to you, will be accessible from overseas systems or that international telephone keypads will use the same alphanumeric combinations as those currently used in the UK. This may affect the ability of international callers to reach you or use services dependent on specific keypad inputs.
13. Right to Refuse Service and Early Termination
13.1 We reserve the right to refuse service or terminate this agreement early if it becomes necessary due to your non-compliance with these Terms, any applicable laws, or for any other reason deemed reasonable by us. This includes situations involving fraudulent or illegal use of our services, non-payment of fees, or activities that threaten the integrity or security of our network.
14. Your Right to Cancel
14.1 You have the right to cancel this agreement under certain conditions, as outlined in [specific section or clause detailing cancellation policy]. This may include a cooling-off period, during which you can cancel without penalty, and provisions for cancellation beyond this period, which may involve certain fees or charges.
15. Governing Law
15.1 These Terms shall be governed and construed in accordance with the laws of the United Kingdom, without regard to its conflict of law provisions.
16. Residential (Home) Plans and Fair Usage
16.1 Residential or Home Plans (“Home Plans”) are provided strictly for personal, non-commercial use by domestic customers. Use of a Home Plan for business purposes is prohibited and may result in immediate suspension or termination of service without refund.
16.2 Fair Usage Policy:
a) Unlimited Home Plans are subject to a fair usage limit of 2,000 minutes per month to UK standard landlines (01, 02, 03) and UK mobiles (07).
b) The fair usage allowance excludes calls to non-geographic numbers (e.g., 084, 087), personal numbering (070), premium rate numbers, international destinations (unless explicitly included), directory enquiries, and other special number ranges.
c) Where usage materially exceeds the fair usage limit or is inconsistent with normal residential consumer use, we reserve the right to restrict, suspend, or terminate the service.
16.3 Inclusive Minutes on Limited Plans: Any plan marketed with a fixed allowance (e.g., 100, 250, 500 minutes) applies only to calls to UK standard landlines (01, 02, 03) and UK mobiles (07), unless explicitly stated otherwise. All other calls are chargeable at the published out-of-bundle rates.
16.4 Carry-Over: Unused inclusive minutes do not roll over to the next billing period.
16.5 Monitoring & Enforcement: We reserve the right to monitor usage patterns to ensure compliance with these conditions. Where we detect excessive, unusual, or business-type usage on a Home Plan, we may:
a) Contact you to discuss moving to a Business Plan;
b) Suspend or restrict your service; or
c) Terminate your service in accordance with Section 13.
16.6 Changes: We may update our Fair Usage Policy and Home Plan conditions from time to time. Any such changes will be published on our website and take effect immediately for new customers and from the start of the next billing period for existing customers.