Terms and Conditions

1.1 VirtualLandline.com is a trading name of Freedom Telephony Limited, a company registered in England and Wales under company number 14686171. In these Terms, Freedom Telephony Limited is referred to as "Freedom Telephony", "we", "us" or "our".

1.2 Our registered office is 197-201 Manchester Road, West Timperley, Altrincham, Cheshire, England, WA14 5NU.

1.3 You can contact the VirtualLandline support team at support@virtuallandline.com or on 0161 706 3232. Current opening hours may be published on the Website and may change.

2.1 In these Terms:

• "Account" means the customer account through which a Service is ordered or managed.
• "Base Minutes" means the call minutes included in a Monthly Plan for one Billing Period.
• "Billing Period" means the recurring period shown in the Order, beginning on activation or a successful renewal.
• "Bonus Credit" means free or promotional credit that has not been paid for by the customer.
• "Business Customer" means a person acting wholly or mainly for purposes relating to their trade, business, craft or profession.
• "Consumer" means an individual acting wholly or mainly outside their trade, business, craft or profession.
• "Contract" means the agreement comprising the Order, these Terms, any applicable service-specific conditions and information that the law requires to form part of the agreement.
• "Extra Minutes" means additional minutes purchased separately from Base Minutes, whether as a one-off purchase or recurring product.
• "Monthly Plan" means a Service charged on a recurring monthly or other periodic basis as shown in the Order.
• "Number" means the UK geographic, 0800, 0808 or other telephone number allocated for use with the Service.
• "Order" means the product selection, pricing, allowance, renewal information and other details displayed at checkout and confirmed electronically.
• "PAYG" means a pay as you go Service funded by call credit rather than a recurring base subscription.
• "Purchased Credit" means call credit paid for by the customer, excluding Bonus Credit.
• "Service" means the Number, inbound call-forwarding facility, Account and related functionality supplied under a Contract.
• "Website" means virtuallandline.com and any customer portal that we identify for managing the Service.

2.2 If the Order expressly conflicts with these Terms, the Order takes priority for the affected product, except where doing so would remove a right that cannot lawfully be excluded.

3.1 You must be at least 18 years old and legally capable of entering into the Contract.

3.2 You do not need a UK billing address, but you must provide accurate contact and payment information and a valid UK mobile number as the forwarding destination.

3.3 If you order on behalf of a company, partnership, charity or other organisation, you confirm that you have authority to bind it. That organisation is the customer and is responsible for all use of the Account and Service.

3.4 We may decline an Order, limit the number of Accounts or Numbers associated with a person, organisation, address, device or payment method, or require further information before or after activation. We do not have to disclose confidential fraud or security criteria.

4.1 Information on the Website is an invitation to place an Order and is not a binding offer by us.

4.2 You place an Order by completing checkout and submitting payment or valid payment authority. You must review the price, product, destination mobile number and recurring payment information before submitting it.

4.3 A Contract begins when we accept the Order by sending confirmation, allocating the Number or activating the Service, whichever occurs first. We may reject and refund an Order before acceptance.

4.4 We will provide the Order confirmation and these Terms electronically. You should retain a copy. Any contract information or contract summary that we are legally required to provide will form part of the Contract.

4.5 Each Number or separately ordered product may form a separate Contract even where it is managed through the same Account.

5.1 The Service gives the customer a UK Number that routes connected incoming calls to the valid UK mobile number recorded on the Account. It does not provide a physical landline, mobile service, SIM card or internet-calling application.

5.2 Unless an Order expressly says otherwise, the Service is inbound only. It does not support outgoing calls, text messages, fax, emergency calls, voicemail, call recording, switchboard functions or any other feature.

5.3 The caller may pay their own network provider to call the Number. Separately, call-forwarding charges or minutes are deducted from the customer's PAYG balance, Base Minutes or Extra Minutes in accordance with the Order.

5.4 A geographic area code identifies a numbering area. It does not prove that the customer, business or mobile destination is physically located in that area. You must not use a Number in a way that materially misleads another person about your location or identity.

5.5 Availability from a particular originating network, switchboard, institution, platform or overseas network is not guaranteed. We are not responsible where a third party blocks, filters, misroutes or declines calls to the Number unless the problem was caused by our failure to exercise reasonable care and skill.

6.1 We normally aim to configure a new Number within approximately 30 minutes after an accepted Order. This is an estimate only. Checks, supplier delays, technical incidents and unusually high demand may increase activation time.

6.2 You must check the Number, forwarding destination and Service as soon as reasonably possible after activation. You must promptly report incorrect details or faults.

6.3 A request to change the destination mobile number may take up to 30 minutes or longer to apply. Calls may continue routing to the previous destination until the change completes. You are responsible for checking that the change has taken effect.

6.4 We may require verification of the destination number before activating or changing it.

7.1 You must keep the destination UK mobile number active, capable of receiving calls and under your control or used with the account holder's permission.

7.2 You are responsible for your mobile handset, SIM, voicemail settings, call barring, roaming settings, coverage and relationship with your mobile provider. A problem with those matters is not a fault in the Service.

7.3 The Service may still route calls to a UK mobile number while the handset is roaming abroad. This depends entirely on the mobile provider supporting incoming calls in the relevant country, the roaming service being active, local coverage and the handset settings.

7.4 Before travelling, you should ask your mobile provider whether incoming calls from the UK will reach your UK mobile number while abroad. We do not guarantee that they will.

7.5 VirtualLandline does not supply a Wi-Fi calling application. Calls are forwarded to the UK mobile number through telecommunications networks. A mobile provider may separately use Wi-Fi Calling or another network feature, but that feature is outside our control.

7.6 You are responsible for all roaming charges, charges for receiving calls and other charges imposed by your mobile provider or an overseas network.

8.1 A Number is allocated for use with the Service. It is not sold to you and you do not acquire ownership or an unconditional right to permanent use.

8.2 Your right to use a Number continues only while the relevant Service remains active, paid where payment is required, sufficiently used where an inactivity rule applies, compliant with these Terms and available to us from our telecommunications suppliers.

8.3 You must not sell, lease, sub-allocate, transfer or otherwise make a Number available as a standalone product without our prior written consent.

8.4 We may change or withdraw a Number where reasonably necessary because of law, regulation, a direction from an authority, supplier action, numbering changes, security, fraud, technical necessity or loss of our right to provide it. Where reasonably possible, we will give advance notice and offer a replacement.

8.5 We are not liable for the cost of stationery, signs, websites, advertising or other material displaying a Number, subject to the consumer rights and liability provisions in these Terms.

8.6 You should not cancel a Number before a requested port has completed because cancellation may cause the Number to be lost or recycled.

9.1 A customer may ask a new communications provider to port an eligible Number away from us. The gaining provider must arrange the request through the appropriate process.

9.2 We do not charge the customer a port-out fee. The gaining provider or another third party may impose its own charges.

9.3 You must provide accurate information and any authority reasonably required to validate the port. Porting depends on technical availability, matching account data, cooperation between providers and applicable industry processes.

9.4 Completion of a port-out terminates our Service for that Number. Charges and liabilities incurred before completion remain payable. Porting does not extinguish any debt, chargeback claim or other accrued right.

9.5 A Number may be ported into our Service only where we expressly offer that facility and confirm eligibility.

10.1 A PAYG Order may include a one-off setup charge, Purchased Credit and Bonus Credit. The applicable amounts and call rates are displayed in the Order.

10.2 Unless expressly stated otherwise, prices displayed to the customer include VAT. Call charges accrue in one-second increments from the time the relevant network records the call as connected until it records disconnection.

10.3 Our network and supplier records are the primary evidence of connection time, duration, routing and charge, unless there is clear evidence of a manifest error.

10.4 Credit is deducted as calls occur. A call may end or fail to connect when the available balance is insufficient. We are not obliged to provide credit or permit a negative balance.

10.5 The customer must top up before the available balance is exhausted. A delay may occur between payment, credit being applied and calling being restored.

11.1 Purchased Credit remains available until used while the Account and relevant Number remain active, unless the Order clearly states a lawful expiry period for a particular product.

11.2 Bonus Credit has no cash value, is not transferable and is not refundable. It may be subject to separate promotional conditions and may be used after Purchased Credit or in another order specified at the time of the promotion.

11.3 Neither Purchased Credit nor Bonus Credit keeps a Number active by itself. A PAYG Number may be placed into cancellation pending after three consecutive months in which no incoming call is connected through the Service.

11.4 A connected incoming call lasting at least one second restarts the three-month inactivity period. An unanswered, rejected, blocked, failed or attempted call that does not connect does not count as use.

11.5 We are not required to warn you before inactivity closure. If we send a reminder, it is a courtesy only. Failure or delay in receiving it does not prevent closure.

11.6 Credit remaining when a customer cancels, allows the Number to become inactive or otherwise closes the Account is ordinarily non-refundable. This is subject to clause 19 and any right that cannot lawfully be excluded.

12.1 A Monthly Plan is a recurring subscription. The Order will state its price, Billing Period, Base Minutes, first payment or renewal date and any minimum term.

12.2 Unless the Order expressly states a minimum term, a Monthly Plan continues one Billing Period at a time until cancelled under clause 17.

12.3 By ordering a Monthly Plan, you authorise our payment provider to charge the selected payment method on each renewal date until the Monthly Plan is cancelled or terminated.

12.4 Where a renewal date would fall on a date that does not exist in a month, the payment provider may process it on the nearest available date. Processing times and time zones may cause a payment to appear shortly before or after the expected date.

12.5 Any renewal reminder required by law will be sent using the contact details held on the Account. You remain responsible for cancelling before renewal and keeping those details accurate.

13.1 Base Minutes are added on activation and each successful renewal in the quantity shown in the Order.

13.2 Unused Base Minutes expire when the Billing Period ends and do not carry forward. A new allocation replaces any unused Base Minutes when renewal succeeds.

13.3 Purchased Extra Minutes remain on the Account until used while the Account and relevant Number remain active. They do not expire merely because a Billing Period ends, unless a clearly identified product states a lawful expiry period before purchase.

13.4 Calls use available Base Minutes before Purchased Extra Minutes. We may use Bonus Credit or promotional minutes in the order described by the applicable promotion.

13.5 Extra Minutes are not money, cannot be withdrawn as cash and cannot be transferred between customers or Numbers unless we agree otherwise.

13.6 When all available Base Minutes and Extra Minutes have been used, calls may stop connecting until the customer purchases more Extra Minutes or a renewal succeeds.

14.1 An Order may allow Extra Minutes or PAYG credit to be purchased once or added automatically on a recurring basis.

14.2 A recurring Extra-Minute or top-up product continues at the price and frequency shown in the Order until separately cancelled. Cancelling the underlying Monthly Plan will ordinarily cancel associated future recurring add-ons, but the customer should verify this in the Account or confirmation.

14.3 Minutes or credit validly added before cancellation remain subject to the normal non-refund provisions and, if purchased rather than promotional, remain available while the Account and Number remain active.

14.4 We may limit the quantity or frequency of top-ups or Extra-Minute purchases for fraud prevention, credit control, network protection or product management.

15.1 Payments must be made in pounds sterling using a method accepted at checkout. You confirm that you are authorised to use the payment method and that the billing information supplied is accurate.

15.2 Payments may be processed by a third-party payment provider. We may receive and use payment tokens and transaction information, but we do not promise to store full card details ourselves.

15.3 You authorise us and our payment provider to submit recurring payments and reasonable retries for recurring products until they are cancelled or terminated.

15.4 You must promptly update expired or replaced payment details. We are not responsible for a suspension caused by inaccurate details, insufficient funds, a bank decline, revoked authority or a payment-provider decision.

15.5 We may apply payments against the oldest amount due and may correct an obvious pricing, billing or crediting error. If correcting an error would increase a Consumer's charge after purchase, we will seek any consent required by law or allow cancellation of the affected purchase.

15.6 A Business Customer must pay all sums without deduction or set-off except where the law requires otherwise.

16.1 If a Monthly Plan renewal fails, the Service may be suspended immediately or within a few hours. Calls may stop connecting and the purchase of top-ups or Extra Minutes may be restricted until renewal succeeds.

16.2 We or our payment provider may retry the payment automatically. We may also send a payment link or reminder, but we are not required to do so on every attempt.

16.3 A successful retry normally restores the Service automatically within approximately 30 minutes. This is an estimate and restoration may take longer because of payment, supplier or technical processing.

16.4 Unless the Order says otherwise, a new Billing Period begins on the date a delayed renewal payment succeeds. Base Minutes are then refreshed in accordance with clause 13.

16.5 Suspension does not waive charges already due or prevent us from moving the Service into cancellation pending or terminating it if payment remains outstanding.

17.1 A customer may cancel a Monthly Plan at any time before its renewal is processed, using the Account facility or by contacting support. Cancellation should be requested early enough for us to receive and process it before renewal.

17.2 A cancellation request normally prevents future renewals. Unless we confirm otherwise, the paid Service remains available until the end of the current Billing Period.

17.3 A cancellation request received after a renewal has processed does not reverse that renewal. Renewal payments are ordinarily non-refundable, subject to clauses 18 and 19 and rights that cannot lawfully be excluded.

17.4 Cancelling a recurring add-on does not automatically cancel the main Monthly Plan unless we expressly confirm this. Raising a chargeback, replacing a card, deleting an app or ceasing to use the Number does not constitute cancellation.

17.5 When a Service ends because of customer cancellation, PAYG inactivity or another closure event, it will ordinarily enter cancellation pending for 90 days. During that period, calls do not have to connect, but the customer may ask to reactivate the Number if it remains technically available.

17.6 We do not charge a separate reactivation fee during cancellation pending. The customer must, however, pay any subscription amount then required and purchase any credit or Extra Minutes needed for calls.

17.7 At the end of the 90-day cancellation-pending period, the Service becomes fully cancelled and the Number may immediately be returned to the available pool, reallocated or recycled without further notice. Reactivation and recovery are no longer guaranteed.

17.8 If a cancelled Account is reactivated during the 90-day period, any valid Purchased Credit or Purchased Extra Minutes still recorded on it will normally remain available. This does not apply to sums reversed, refunded, forfeited for fraud or applied against money owed.

20.1 Current setup charges, call rates, Monthly Plan prices, Base Minutes and add-on prices are shown before purchase. All displayed prices include VAT unless expressly stated otherwise.

20.2 We may change PAYG call rates, Monthly Plan prices, allowances, recurring add-on prices or other recurring terms by giving at least 30 days' notice where the change affects an existing customer, unless a different period is required by law.

20.3 From the effective date, existing PAYG and Extra-Minute balances are consumed at the new applicable call rate. A customer who does not accept a change may cancel or port out before it takes effect, subject to the normal treatment of unused balances and any additional right required by law.

20.4 If a change is materially disadvantageous and applicable law gives the customer a right to terminate without penalty, we will honour that right and explain how and when it may be exercised.

20.5 We may make a change immediately where reasonably necessary to comply with law, regulation, a supplier or security requirement, prevent fraud, correct a clear error or make a change that only benefits the customer. We will give notice where reasonably possible.

20.6 Promotional prices apply only for the stated period. When a promotion ends, the price shown at the time of Order or in the promotional conditions applies.

21.1 You must:

• provide and maintain accurate Account, identity, contact, destination and payment information;
• keep login codes, passwords, devices and email accounts secure;
• promptly report suspected compromise, unauthorised changes or loss of control;
• check bills, balances, call records and renewal notices without unreasonable delay;
• ensure that anyone authorised to manage the Account follows these Terms;
• comply with all laws and regulatory requirements applying to your use of the Number; and
• cooperate with reasonable investigations into faults, misuse, fraud, porting and payment disputes.

21.2 You are responsible for charges generated through a correctly configured Service and for changes made through authenticated Account access, except to the extent caused by our breach, fraud for which you are not responsible, or another matter for which the law places responsibility on us.

21.3 If you publish the Number, you remain responsible for the content and legality of the advertisement, listing, website or communication in which it appears.

27.1 We are responsible for foreseeable loss or damage caused by our breach of the Contract or failure to exercise reasonable care and skill. Loss is foreseeable if it was an obvious consequence or both parties knew it might happen when the Contract was made.

27.2 We are not responsible for loss that was not foreseeable, was caused by the Consumer's breach, could reasonably have been avoided, or arose from a matter outside our reasonable control as described in clause 26.

27.3 If you use the Service for commercial or business purposes while contracting as a Consumer, we are not liable for business losses, including loss of profit, revenue, opportunity, goodwill or business interruption.

27.4 Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of rights that cannot lawfully be excluded, or any other liability that the law does not permit us to exclude.

27.5 Nothing in these Terms affects a Consumer's statutory rights.

28.1 This clause applies only to Business Customers.

28.2 To the fullest extent permitted by law, all warranties, conditions and other terms implied by statute, common law or otherwise are excluded from the Contract.

28.3 We are not liable for any indirect or consequential loss, or for loss of profit, revenue, business, anticipated savings, contracts, opportunity, goodwill, reputation or data, whether direct or indirect.

28.4 We are not liable for advertising, printing, signage, directory, rebranding or customer-notification costs arising from a Number change, interruption, suspension, port or loss, nor for the cost of substitute communications, except where expressly agreed in a written service-level agreement.

28.5 Our total aggregate liability arising out of or connected with a Service, whether in contract, tort including negligence, misrepresentation, restitution or otherwise, is limited to the greater of:

• £100; or
• the total charges actually paid to us for the affected Service during the 12 months immediately before the event giving rise to the claim.

28.6 The cap in clause 28.5 applies to all connected events and claims and does not reset for each legal cause of action.

28.7 We have no liability for a failure or delay caused by a matter outside our reasonable control, or for reliance on the Service as an emergency, safety-critical, sole or business-critical communication method contrary to clause 26.5.

28.8 Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of an obligation that cannot lawfully be limited, or liability that the law does not permit us to exclude.

29.1 A Business Customer must indemnify Freedom Telephony against reasonable losses, liabilities, third-party claims, regulatory charges and external costs arising directly from:

• the Business Customer's unlawful, fraudulent or infringing use of the Service;
• content, advertising, listings or representations published by or for the Business Customer using the Number;
• a material breach of clauses 21 to 23; or
• a claim that the Business Customer's use infringed another person's intellectual property, privacy or other legal rights.

29.2 The indemnity does not apply to the extent the loss was caused by our breach, negligence or failure to mitigate reasonably.

30.1 Our handling of personal data is described in the applicable Privacy Notice. The Privacy Notice does not form a contractual promise beyond the rights and obligations imposed by data-protection law.

30.2 To operate, bill, secure and support the Service, we and our suppliers may process traffic and Account data including calling number where available, the Number called, destination number, timestamps, duration, routing outcome, balance changes, IP address, device information, login activity and payment-risk data.

30.3 We may retain and use relevant records to investigate faults, calculate charges, prevent fraud, comply with law, respond to banks and payment providers, establish or defend legal claims and enforce these Terms.

30.4 We do not promise to retain call records for the customer's own record-keeping and are not responsible for a customer's failure to keep independent business records.

30.5 We do not record call content unless we introduce a clearly identified recording feature and provide any notice and controls required by law.

30.6 A customer using the Number for business must comply with applicable privacy, marketing and communications laws when collecting or using information about callers.

31.1 You must keep Account credentials and one-time login codes confidential. Activity completed after valid authentication may be treated as authorised unless you promptly report compromise and provide credible contrary evidence.

31.2 You must not access or attempt to access another person's Account, scrape or systematically extract Website data, introduce malicious code, reverse engineer protected systems, bypass a security measure or interfere with the Website.

31.3 Website content, branding, software and design belong to us or our licensors. You may use the Website only to consider, purchase and manage the Service. No other right is granted.

31.4 We may change, restrict or withdraw Website functionality. A Website interruption does not necessarily interrupt call forwarding, and a call-forwarding interruption does not necessarily prevent Account access.

32.1 Please raise a complaint by emailing support@virtuallandline.com or calling 0161 706 3232. Explain the issue, the affected Number, the outcome sought and any relevant dates or evidence.

32.2 We will take reasonable steps to investigate and communicate the outcome. We may ask for identity or authority checks before discussing an Account.

32.3 If communications-sector rules require us to maintain a complaints code or belong to an approved alternative dispute resolution scheme, the current code and scheme details will be made available on the Website or supplied on request and in circumstances required by law.

32.4 Nothing in these Terms prevents a qualifying customer from using a statutory or regulatory complaint, alternative dispute resolution or court process when entitled to do so.

33.1 We may update these Terms for legal, regulatory, security, technical or commercial reasons, to introduce new products, or to make them clearer.

33.2 Where a change materially affects an existing paid Service, we will normally give at least 30 days' notice unless the change must take effect sooner for law, security, fraud prevention, supplier action or another urgent reason.

33.3 Where the law gives a customer a right to cancel because of a change, we will explain that right. Continued use after the effective date will constitute acceptance to the extent permitted by law.

33.4 The version accepted when an Order is placed applies to that Order, subject to any later variation validly made under this clause. The latest Website version applies to new Orders.

34.1 We may send contractual notices, confirmations, payment notices and security communications by email, SMS, Account message or another durable electronic method using the latest details supplied.

34.2 A notice is treated as received when it is delivered to the supplied email address or mobile number without an error message, subject to any contrary rule required by law.

34.3 You must keep contact information current and check messages. Failure to read a correctly sent notice does not by itself invalidate it.

34.4 Formal notices to us should be emailed to support@virtuallandline.com unless we identify another address for the relevant matter.

35.1 The Contract is the entire agreement about the Service. A Business Customer confirms that it has not relied on a statement not recorded in the Contract. This does not exclude liability for fraud or fraudulent misrepresentation and does not remove mandatory Consumer rights.

35.2 If we delay enforcing a right, that does not waive it. A waiver is effective only for the specific matter for which it is given.

35.3 If a provision is unlawful or unenforceable, it will be treated as deleted to the extent required by law. The remaining provisions continue where they can do so independently.

35.4 You may not assign or transfer the Contract without our written consent. We may assign or transfer it to a group company, purchaser of the business or competent service provider, provided that a Consumer's rights are not reduced.

35.5 A person who is not a party to the Contract has no right to enforce it under the Contracts (Rights of Third Parties) Act 1999, except a permitted assignee may enforce rights assigned to it.

35.6 Headings and the Important information summary assist navigation and do not alter the meaning of the detailed clauses.

35.7 Words such as "including" and "for example" do not limit the words preceding them.

36.1 The Contract and any non-contractual dispute are governed by the law of England and Wales.

36.2 If you are a Consumer resident in Scotland, Northern Ireland or another country, you retain any mandatory protection given by the law of your habitual residence and may bring proceedings in any court that consumer law permits.

36.3 If you are a Business Customer, the courts of England and Wales have exclusive jurisdiction.

Freedom Telephony Limited trading as VirtualLandline.com

Company number 14686171

Registered office 197-201 Manchester Road, West Timperley, Altrincham, Cheshire, England, WA14 5NU

Email support@virtuallandline.com

Telephone 0161 706 3232

Website virtuallandline.com