Terms and Conditions of Supply

1. Introduction and Definitions

1.1 These Terms and Conditions govern the provision of telecommunications, internet connectivity, hosted telephone systems, cloud-based PBX solutions, associated hardware and related services supplied by Safe2call Ltd.

1.2 Safe2call Ltd, referred to throughout this Agreement as “Safe2call”, “we”, “us” or “our”, is a company registered in England and Wales under company number 17466601, with its registered office at 13 Golders Gardens, London, NW11 9BP.

1.3 The Customer, referred to as “you” or “your”, is the individual, business, company, partnership or other organisation purchasing services from Safe2call.

1.4 For the purposes of this Agreement, the following definitions apply:

• Agreement: The contractual arrangement between Safe2call and the Customer, comprising these Terms and Conditions, the accepted quotation or order form, any applicable service schedule, and any other expressly incorporated contractual documents.
• Services: Any telecommunications, internet connectivity, hosted PBX, VoIP, SIP trunking, telephone line, call management or related service supplied by Safe2call.
• Equipment: Any physical hardware supplied, installed, leased or made available to the Customer, including telephone handsets, routers, switches, gateways, adapters and associated accessories.
• Hosted PBX: A telephone exchange platform hosted on infrastructure managed or supplied by Safe2call, allowing the Customer to operate a telephone system without maintaining a physical PBX server at its premises.
• Managed VoIP: A telephone service for which Safe2call provides the agreed hosting, configuration, administration and ongoing technical support.
• Self-Managed PBX: A hosted telephone platform provided by Safe2call where the Customer retains responsibility for its own system configuration, administration, users and associated software, except where additional management services have been purchased.
• Minimum Term: The initial contractual commitment specified in the Customer's accepted order or service agreement.
• Activation Date: The date on which the relevant Service becomes available for use, or another commencement date expressly agreed in writing.
• Working Day: Monday to Friday, excluding bank and public holidays in England.
• Third-Party Provider: Any external telecommunications carrier, network operator, software developer, hosting provider, equipment manufacturer or other supplier involved in delivering the Services.
• Service Schedule: A document identifying the Services purchased, pricing, contract duration, service specifications and any additional service-specific conditions.

2. Application and Acceptance

2.1 These Terms and Conditions apply to all Services and Equipment supplied by Safe2call unless expressly agreed otherwise in writing.

2.2 By signing an agreement, accepting a quotation, submitting an order or requesting activation of a Service, the Customer agrees to be bound by these Terms and Conditions, subject to any applicable statutory rights and regulatory requirements.

2.3 Where the Customer is acting on behalf of a business or organisation, the individual accepting the Agreement confirms that they have the authority to enter into the Agreement on that organisation's behalf.

2.4 Any variation to these Terms and Conditions must be confirmed in writing by an authorised representative of Safe2call.

2.5 Where there is a conflict between these Terms and Conditions and a Service Schedule, the Service Schedule shall take precedence in relation to the specific Service concerned, except where doing so would conflict with applicable law or regulatory requirements.

2.6 These Terms are primarily intended for business customers. Where Safe2call agrees to supply a consumer, any additional consumer protection rights and applicable cancellation requirements shall take precedence over conflicting provisions of this Agreement.

3. Services Provided

3.1 Safe2call may provide one or more of the following services:

• Business VoIP telephone lines and hosted telephone systems.
• Hosted PBX platforms and self-managed telephone systems.
• SIP trunks and associated voice connectivity.
• Business broadband, fibre connectivity and dedicated internet services.
• UK geographic, non-geographic and international telephone numbers.
• Telephone number porting and call routing.
• Telephone handsets, routers, gateways and associated equipment.
• Call recording, voicemail, automated attendants and additional telephony features.
• Technical support, system administration and maintenance.

3.2 The Services supplied to the Customer shall be those specifically identified in the accepted quotation, order form or Service Schedule.

3.3 Any additional Services requested after the original Agreement has been accepted may be subject to additional charges and separate contractual commitments.

3.4 Safe2call may use third-party networks, carriers, infrastructure providers and software platforms to deliver its Services.

3.5 Safe2call shall remain responsible for its contractual and regulatory obligations to the Customer notwithstanding the involvement of any Third-Party Provider.

3.6 Features, functionality, compatibility and service availability may vary according to the selected package, underlying network and technical requirements.

4. Contract Formation and Minimum Term

4.1 An Agreement shall commence when Safe2call accepts the Customer's order or otherwise confirms acceptance of the Customer's request for Services.

4.2 The Minimum Term shall be stated in the Customer's Service Schedule or order form.

4.3 Unless otherwise agreed, the Minimum Term for each Service shall begin on its Activation Date.

4.4 Where multiple Services are ordered, each Service may have a separate Activation Date and Minimum Term, provided these have been clearly identified and agreed with the Customer.

4.5 Following expiry of the Minimum Term, the Service shall continue on a monthly rolling basis unless a new fixed-term agreement is expressly entered into or the Service is terminated in accordance with this Agreement.

4.6 Unless a shorter period is specified in the Service Schedule, either party may terminate a Service following expiry of its Minimum Term by providing 30 days' written notice, subject to applicable switching and number-porting requirements.

4.7 Where the Customer agrees to an additional Service, this shall not automatically extend the Minimum Term of existing Services.

4.8 Any new Minimum Term or contractual extension must be expressly agreed and shall comply with applicable regulatory requirements.

4.9 Safe2call shall provide all contract information and summaries required by applicable law before the Customer becomes contractually bound.

5. Installation and Service Activation

5.1 Safe2call shall use reasonable endeavours to activate the Services within the estimated timescale provided to the Customer.

5.2 Any proposed installation or activation date shall be treated as an estimate unless expressly confirmed as a guaranteed contractual commitment.

5.3 Service activation may depend upon the availability of third-party infrastructure, engineering appointments, number-porting arrangements, equipment delivery and the Customer's existing network configuration.

5.4 The Customer agrees to provide reasonable access to its premises, equipment, network and relevant technical information where required for installation.

5.5 Where an installation cannot proceed because the Customer has failed to provide agreed access, necessary information or suitable facilities, Safe2call may charge reasonable additional costs incurred as a direct result.

5.6 Any aborted installation or engineering appointment charge shall be communicated to the Customer in advance wherever reasonably practicable.

5.7 Additional cabling, electrical work, network upgrades or other remedial works shall not be included unless expressly stated in the accepted quotation.

5.8 The Customer shall be informed of any material additional installation costs before such work is undertaken.

5.9 Safe2call shall notify the Customer when the Service has been activated or is ready for use.

6. Charges and Payment

6.1 The Customer agrees to pay the charges specified in the accepted quotation, order form or applicable Service Schedule.

6.2 Charges may include monthly subscriptions, telephone line rental, call usage, hosting fees, equipment purchases, installation costs, additional features and other agreed services.

6.3 Unless expressly stated otherwise, the prices quoted or displayed by Safe2call are the full amounts payable. No VAT or other tax is added to a displayed price.

6.4 Monthly subscription charges, lines, users, numbers, call bundles and other metered service charges are billed monthly in arrears unless expressly stated otherwise in the Service Schedule.

6.5 Call usage, international calls, premium-rate calls, out-of-bundle charges and other variable charges are invoiced in arrears.

6.6 Payment shall be made by payment card through our payment provider unless another payment method is expressly agreed by Safe2call.

6.7 The Customer agrees to maintain a valid payment method and ensure sufficient funds are available to settle invoices when due.

6.8 Where a card payment fails, Safe2call may contact the Customer to arrange payment and may recover reasonable costs directly incurred as a result of the failed payment, where legally permitted.

6.9 The Customer must notify Safe2call of any disputed invoice or charge as soon as reasonably practicable, explaining the reason for the dispute.

6.10 The Customer shall remain responsible for paying all undisputed amounts by their due date.

6.11 Safe2call may correct genuine billing errors and issue invoices or credits for amounts previously charged incorrectly, subject to applicable law, regulatory requirements and any relevant billing time limits.

6.12 The Customer remains responsible for all chargeable usage originating from its telephone system or account, subject to the provisions concerning fraud, security and Safe2call's own responsibilities under this Agreement.

7. Late Payment and Suspension

7.1 Where an invoice remains unpaid after its due date, Safe2call may issue payment reminders and request settlement of the outstanding balance.

7.2 Where payment remains outstanding, Safe2call may restrict or suspend affected Services after providing appropriate notice and a reasonable opportunity to resolve the matter, subject to applicable law and Ofcom requirements.

7.3 Safe2call shall take account of any genuine billing dispute, customer vulnerability and applicable regulatory obligations before suspending Services.

7.4 Where legally permitted, Safe2call may recover reasonable debt collection costs and applicable statutory interest on overdue business debts.

7.5 The Customer shall remain liable for charges properly incurred before suspension.

7.6 Reconnection following suspension may be subject to payment of outstanding charges and a reasonable reconnection fee, where such a fee has been disclosed and is legally permitted.

7.7 Safe2call shall not be responsible for losses arising solely from a lawful suspension caused by the Customer's material payment default, except to the extent that such liability cannot lawfully be excluded.

7.8 Suspension shall not prevent the Customer from exercising any applicable statutory or regulatory rights.

8. Telephone Lines and VoIP Services

8.1 Safe2call provides telephone services using internet-based voice technology and associated telecommunications infrastructure.

8.2 The Customer acknowledges that the quality and availability of VoIP services may depend upon its internet connection, local network, electrical supply, network configuration and compatible equipment.

8.3 Where the Customer uses an internet connection supplied by another provider, Safe2call shall not be responsible for faults originating solely within that provider's network, except where Safe2call has expressly agreed to manage that connection or is otherwise legally responsible.

8.4 The Customer shall ensure that its local network has sufficient bandwidth and is suitably configured to support the telephone services purchased.

8.5 Safe2call may recommend network configuration changes, including Quality of Service settings, firewall adjustments and suitable network equipment, to improve call quality and reliability.

8.6 Where Safe2call provides a fully managed service, its configuration and support responsibilities shall be as stated in the applicable Service Schedule.

8.7 The Customer must not knowingly use the Services for unlawful activity, fraudulent calling, harassment, telecommunications abuse or any activity that could damage Safe2call's network or reputation.

8.8 Safe2call may take proportionate action to investigate, restrict or prevent unlawful or harmful use of its Services.

9. Hosted PBX and Self-Managed Systems

9.1 Safe2call may provide Customers with hosted PBX infrastructure allowing them to operate their own telephone system.

9.2 The level of management and support provided shall depend upon whether the Customer has purchased a fully managed or self-managed service.

9.3 Fully Managed PBX

Where a fully managed service is purchased, Safe2call shall provide the system administration, configuration, maintenance and technical support expressly included in the selected package.

Any work outside the agreed scope may be subject to additional charges.

9.4 Self-Managed PBX

Where the Customer purchases a self-managed PBX hosting service, Safe2call shall provide the agreed hosting infrastructure, network connectivity and hosting-related support.

Unless expressly included in the Service Schedule, the Customer shall be responsible for:

• Configuring and administering the PBX software.
• Managing user accounts, extensions and passwords.
• Maintaining appropriate system security.
• Installing and maintaining applications and software updates.
• Configuring call routing, inbound numbers and outbound call rules.
• Managing its own SIP providers and associated credentials.
• Maintaining appropriate backups of its own configuration and data.
• Ensuring compliance with applicable software licensing requirements.

9.5 Safe2call shall not be responsible for faults caused solely by the Customer's own software, configuration changes or unauthorised modifications, except where Safe2call has agreed to provide support for the relevant issue.

9.6 Where the Customer chooses to connect its own telecommunications provider, Safe2call shall not be responsible for the performance, billing or contractual obligations of that provider.

9.7 The Customer must ensure that any external SIP provider or software connected to Safe2call's infrastructure is compatible with the selected hosting service.

9.8 Safe2call may provide additional technical assistance, system management or configuration services upon request, subject to agreed charges.

9.9 Safe2call reserves the right to restrict configurations or activities that present a material security risk to its infrastructure or other customers, provided any action taken is reasonable and proportionate.

10. Call Packages and Fair Usage

10.1 Where a telephone package includes an allowance of calls or minutes, the allowance shall apply only to the destinations and call types specified in the Customer's Service Schedule.

10.2 Unless expressly included, premium-rate numbers, directory enquiries, international destinations, personal numbering services and other chargeable destinations are excluded from standard UK call allowances.

10.3 Any international calling package shall be subject to the specific destinations, minute allowances and applicable rates disclosed at the time of purchase.

10.4 Unused minutes shall not carry forward to subsequent billing periods unless expressly agreed.

10.5 Unlimited calling packages are intended for genuine, reasonable business use in accordance with the applicable Fair Usage Policy.

10.6 Unlimited calling does not permit unlawful or abusive traffic, automated bulk dialling, traffic pumping, artificial inflation of call volumes or the unauthorised resale of calling services.

10.7 Safe2call shall not impose an undisclosed numerical usage limit on a package advertised as unlimited.

10.8 Where usage gives rise to a reasonable suspicion of fraud, network abuse or activity outside the agreed service description, Safe2call may investigate and contact the Customer.

10.9 Where reasonably necessary, Safe2call may introduce proportionate restrictions to protect network integrity or prevent fraud, subject to applicable law and regulatory requirements.

10.10 Any additional charges arising from usage outside the agreed package shall be calculated using the rates communicated to the Customer.

10.11 Safe2call shall provide information about applicable call rates and relevant usage restrictions before the Customer purchases a package.

11. Telephone Numbers and Number Porting

11.1 Safe2call may allocate telephone numbers to the Customer or arrange for existing numbers to be transferred from another telecommunications provider.

11.2 Telephone numbers are allocated and managed in accordance with applicable UK numbering regulations.

11.3 The Customer does not acquire ownership of any telephone number but may have rights to retain and transfer numbers in accordance with applicable law and Ofcom requirements.

11.4 Where the Customer requests number porting, Safe2call shall provide reasonable assistance and comply with its applicable regulatory obligations.

11.5 The Customer must provide accurate account information, number details and any necessary authorisation to enable the transfer to proceed.

11.6 Porting dates may be affected by the actions of the existing provider, the receiving provider and other parties involved in the transfer.

11.7 Safe2call shall not unreasonably delay or obstruct a valid request to transfer a telephone number to another provider.

11.8 Any number-porting charges must be lawful and communicated to the Customer in advance.

11.9 Where the Customer wishes to transfer numbers away from Safe2call, the Customer should ensure that the receiving provider has accepted the porting request before requesting cancellation of the existing Service.

11.10 Safe2call shall comply with applicable requirements concerning number retention, number portability and switching, including any relevant compensation obligations.

11.11 The Customer remains responsible for any valid outstanding contractual charges, but such charges shall not be used to prevent the exercise of lawful number-porting rights.

Regulatory reference: Ofcom's number portability and switching requirements (www.ofcom.org.uk).

12. Emergency Calls

Important: Emergency calling — Safe2call's VoIP telephone services rely on internet connectivity and electrical power. A loss of internet connectivity, power or certain equipment failures may prevent the Customer from making emergency calls using the VoIP service.

12.1 Where Safe2call provides a regulated outbound voice service, it shall make emergency calling available in accordance with applicable legal and regulatory requirements.

12.2 Calls to the UK emergency numbers 999 and 112 shall be provided free of charge where required by law.

12.3 The Customer acknowledges that a VoIP service may become unavailable during a power failure, internet outage or other network disruption.

12.4 The Customer is advised to maintain an alternative means of contacting emergency services, such as a charged mobile telephone.

12.5 The Customer must provide Safe2call with accurate information regarding the location at which its VoIP service is being used and promptly notify Safe2call of any relevant changes.

12.6 Safe2call shall take the measures required by applicable regulations to make accurate and reliable caller location information available to emergency organisations.

12.7 Where the Customer uses telephone equipment at multiple locations or moves equipment to another site, the Customer must inform Safe2call so that the relevant location records can be updated.

12.8 The Customer must not assume that emergency services will automatically receive the correct physical location when a VoIP handset or application is used at a location different from its registered address.

12.9 Where Safe2call supplies hosting-only infrastructure without providing the Customer's outbound calling service, responsibility for emergency calling arrangements shall be identified in the applicable Service Schedule.

12.10 Nothing in this section excludes or limits Safe2call's statutory or regulatory obligations relating to access to emergency services.

Regulatory reference: Ofcom emergency access and caller location requirements (www.ofcom.org.uk).

13. Internet and Broadband Services

13.1 Safe2call may supply broadband, fibre, leased-line and other internet connectivity services through its own arrangements or third-party network operators.

13.2 The specific connectivity technology, estimated speeds, applicable minimum service levels and other relevant technical details shall be set out in the Customer's Service Schedule or contract information.

13.3 Actual performance may be affected by the underlying access technology, network congestion, premises wiring, customer equipment and other technical factors.

13.4 Where a guaranteed bandwidth, service level or repair time has been expressly agreed, Safe2call shall provide the applicable service commitments and remedies.

13.5 The Customer must not interfere with network equipment or infrastructure supplied by Safe2call or its network partners.

13.6 The Customer shall be responsible for providing a suitable installation environment, including any required electrical supply, internal cabling and access arrangements, unless otherwise agreed.

13.7 Where the Customer requests relocation of an existing internet service, Safe2call shall assess availability at the new premises and advise of any applicable installation charges or contractual changes.

13.8 Service relocation shall be subject to network availability and any applicable contractual or regulatory rights.

13.9 The Customer must not resell or redistribute internet connectivity to third parties unless expressly authorised by Safe2call.

13.10 Any usage restrictions, traffic management policies or data allowances shall be disclosed in the relevant service documentation.

14. Equipment and Hardware

14.1 Equipment may be supplied on a purchase, rental, lease or loan basis, as specified in the accepted quotation or Service Schedule.

14.2 Where Equipment is purchased outright, ownership shall pass to the Customer upon receipt of full payment, subject to applicable law.

14.3 Where Equipment is rented, leased or loaned, ownership shall remain with Safe2call or the relevant equipment owner.

14.4 The Customer shall take reasonable care of Equipment supplied under a rental, lease or loan arrangement.

14.5 The Customer must not sell, dispose of, modify or transfer ownership of Equipment belonging to Safe2call without prior written authorisation.

14.6 Upon termination of the relevant Service, Safe2call may require the return of Equipment that remains its property.

14.7 Safe2call shall provide reasonable instructions regarding the return of Equipment, including any applicable return deadline and charges for missing or damaged items.

14.8 The Customer shall not be responsible for fair wear and tear.

14.9 Any charges for unreturned or damaged Equipment shall be reasonable and reflect the actual loss incurred, subject to the applicable contractual arrangements.

14.10 Equipment warranties shall be provided in accordance with the relevant product warranty and the Customer's applicable statutory rights.

14.11 Damage caused by misuse, unauthorised modifications, accidental damage or unsuitable operating conditions may not be covered by the manufacturer's warranty.

14.12 Where Equipment is supplied free of charge or at a discounted price as part of a promotional offer, any applicable minimum service commitment or equipment repayment condition shall be disclosed before the Customer accepts the offer.

15. Free and Promotional Equipment

15.1 Safe2call may offer promotional incentives, including free telephone handsets, discounted installation or additional telephone system users.

15.2 Promotional offers shall be subject to the specific eligibility requirements and conditions communicated at the time of the offer.

15.3 Where an offer requires the Customer to maintain a Service for a specified period, that requirement must be expressly stated in the applicable promotional terms or Service Schedule.

15.4 If the Customer terminates the relevant Service before the agreed Minimum Term expires, Safe2call may recover a reasonable proportion of the cost of subsidised Equipment where this was expressly agreed and is legally permitted.

15.5 Promotional Equipment supplied free of charge shall not automatically become subject to a repayment obligation unless that obligation was clearly disclosed and accepted.

15.6 Any advertised free-user allowance, discounted subscription or other promotional benefit shall apply only for the period and under the conditions stated in the relevant offer.

16. Customer Responsibilities

16.1 The Customer shall use the Services lawfully and in accordance with this Agreement.

16.2 The Customer must provide accurate and current contact, billing and service information.

16.3 The Customer shall maintain suitable internal network infrastructure, electrical power and internet connectivity where these are not supplied or managed by Safe2call.

16.4 The Customer must take reasonable steps to prevent unauthorised access to its telephone systems, network equipment and account credentials.

16.5 The Customer shall promptly notify Safe2call of any suspected fraud, unauthorised usage, security breach or unusual calling activity.

16.6 The Customer must not intentionally interfere with the operation of Safe2call's systems or the services provided to other customers.

16.7 The Customer shall ensure that its employees, contractors and authorised users comply with the applicable provisions of this Agreement.

16.8 The Customer shall not use the Services to transmit unlawful, threatening, fraudulent or otherwise prohibited communications.

16.9 Where the Customer operates its own PBX, it shall remain responsible for its configuration, administration and security to the extent specified in the applicable Service Schedule.

16.10 The Customer must obtain any necessary consents and permissions before recording telephone calls or processing personal information using the Services.

17. Security and Fraud Prevention

17.1 Safe2call shall take reasonable technical and organisational measures to protect the systems and infrastructure under its control.

17.2 The Customer shall take reasonable steps to protect its own network, devices, credentials and telephone system against unauthorised access.

17.3 The Customer must not share administrator passwords or SIP credentials with unauthorised persons.

17.4 Where Safe2call identifies unusual calling activity or a suspected security incident, it may contact the Customer and take proportionate measures to prevent further harm.

17.5 Such measures may include temporary call restrictions, password resets, account suspension or other appropriate security controls.

17.6 Safe2call shall notify the Customer of material security incidents affecting its Services in accordance with applicable legal and regulatory obligations.

17.7 The Customer shall not be liable for fraudulent charges to the extent that they arise from Safe2call's breach of its contractual or legal obligations.

17.8 Where unauthorised usage results from the Customer's failure to maintain agreed security controls, the allocation of responsibility shall depend upon the circumstances, the parties' respective obligations and applicable law.

17.9 Safe2call may recommend additional security measures, including international calling restrictions, strong authentication, IP restrictions and call spending limits.

18. Maintenance and Technical Support

18.1 Safe2call shall provide technical support in accordance with the Customer's selected Service and any applicable support agreement.

18.2 Support availability, response times and included services shall be identified in the relevant Service Schedule or published support documentation.

18.3 Safe2call may undertake scheduled maintenance to maintain, update or improve its infrastructure.

18.4 Where maintenance is reasonably expected to cause a material interruption, Safe2call shall provide advance notice where practicable.

18.5 Emergency maintenance may be carried out without advance notice where reasonably necessary to address a security vulnerability, serious fault or other urgent issue.

18.6 Safe2call shall use reasonable endeavours to minimise disruption and restore affected Services promptly.

18.7 Technical support for equipment, software or networks not supplied or managed by Safe2call may be subject to additional charges.

18.8 Where the Customer has purchased a self-managed hosting service, support shall be limited to the agreed hosting-related responsibilities unless additional support has been purchased.

18.9 Any guaranteed support response time, restoration commitment or service credit arrangement must be expressly set out in the applicable Service Level Agreement.

19. Service Availability and Interruptions

19.1 Safe2call shall exercise reasonable care and skill in providing the Services.

19.2 The Customer acknowledges that telecommunications and internet services may occasionally experience interruptions due to faults, maintenance, power failures, network incidents or other circumstances.

19.3 Safe2call does not guarantee uninterrupted service unless a specific service availability commitment has been expressly agreed.

19.4 Where a Service becomes unavailable, the Customer should notify Safe2call using the designated support contact details.

19.5 Safe2call shall investigate reported faults and take reasonable steps to restore the affected Service in accordance with its contractual and regulatory obligations.

19.6 Where the fault originates within third-party infrastructure, Safe2call shall coordinate with the relevant provider as appropriate.

19.7 Any service credits, compensation or contractual remedies shall be provided in accordance with the applicable Service Schedule and relevant law.

19.8 Nothing in this Agreement shall exclude any compensation or remedy to which the Customer is entitled under applicable telecommunications regulations.

20. Changes to Services and Pricing

20.1 Safe2call may update its Services, tariffs, technical specifications or contractual terms where reasonably necessary.

20.2 Any contractual price adjustment shall be made in accordance with the price variation provisions expressly agreed with the Customer and applicable law.

20.3 Safe2call shall provide any advance notice required by applicable telecommunications regulations before implementing a contractual modification.

20.4 Where a proposed modification gives the Customer a statutory or regulatory right to terminate without penalty, Safe2call shall inform the Customer of that right and provide the required notice.

20.5 Any agreed fixed-price period shall be honoured, except where a lawful and expressly agreed price variation provision applies.

20.6 Charges for additional Services, optional features or new equipment shall be communicated before the Customer agrees to purchase them.

20.7 Safe2call may make technical changes that do not materially disadvantage the Customer where reasonably necessary to maintain security, compatibility or service performance.

20.8 Where a material technical change affects the Customer's use of the Service, Safe2call shall provide appropriate notice and assistance.

21. Cancellation and Early Termination

21.1 The Customer may request termination of a Service by providing written notice to Safe2call.

21.2 Where the Minimum Term has expired, termination shall take effect following the applicable notice period, subject to any statutory or regulatory switching rights.

21.3 Where the Customer terminates a Service before expiry of the agreed Minimum Term without a contractual or legal right to do so without charge, an early termination charge may apply.

21.4 Any early termination charge shall be clearly disclosed in the Customer's contractual documentation and calculated in accordance with applicable law and regulatory requirements.

21.5 Where permitted, the charge may reflect the remaining contractual commitment, taking account of avoided costs and other relevant factors.

21.6 The Customer may also remain responsible for any unpaid Equipment charges or agreed repayment of subsidised installation or Equipment costs, provided these charges are lawful and were clearly disclosed.

21.7 Safe2call shall provide information regarding applicable termination charges upon request.

21.8 The Customer shall not be charged an early termination fee where termination without penalty is required by applicable law, regulation or an express contractual right.

21.9 The Customer remains responsible for charges properly incurred up to the effective termination date.

21.10 Where the Customer wishes to retain its telephone numbers, it should arrange the transfer with its new provider before cancelling the existing Service.

21.11 Safe2call shall not impose unreasonable barriers to switching or number porting.

21.12 The termination of one Service shall not automatically terminate unrelated Services unless expressly agreed or reasonably necessary because the Services are technically dependent upon one another.

22. Termination by Safe2call

22.1 Safe2call may terminate the Agreement or an affected Service where the Customer commits a material breach of the Agreement and fails to remedy that breach within a reasonable period after receiving written notice.

22.2 Where a breach cannot reasonably be remedied, Safe2call may terminate the affected Service where permitted by law.

22.3 Safe2call may suspend or terminate Services where reasonably necessary to prevent unlawful activity, serious security threats, network abuse or fraudulent usage.

22.4 Safe2call may terminate a Service where it becomes legally or technically impossible to continue supplying it, subject to any applicable notice and regulatory obligations.

22.5 Where Safe2call terminates a Service for reasons unrelated to the Customer's breach, the Customer shall not be charged an early termination fee unless legally permitted and contractually justified.

22.6 Upon termination, the Customer shall settle all valid outstanding charges and return any Equipment belonging to Safe2call in accordance with this Agreement.

22.7 Safe2call shall provide reasonable assistance with the transfer of Services and telephone numbers where required by applicable regulations.

23. Data Protection and Privacy

23.1 Safe2call shall process personal information in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation and the Data Protection Act 2018.

23.2 Personal information may be processed for the purposes of providing Services, administering accounts, processing payments, preventing fraud, delivering technical support and complying with legal obligations.

23.3 Safe2call may share relevant information with third-party suppliers and network operators where reasonably necessary to provide the contracted Services or comply with legal obligations.

23.4 Where Safe2call processes personal data on behalf of the Customer as a data processor, the parties shall enter into an appropriate data processing agreement where required by law.

23.5 The Customer remains responsible for ensuring that its own use of call recordings, contact databases, customer information and other personal data complies with applicable law.

23.6 Safe2call shall implement appropriate technical and organisational security measures in relation to personal information under its control.

23.7 Further information regarding the processing of personal information shall be provided in Safe2call's Privacy Policy.

23.8 Where applicable, the Customer may request information regarding the storage, retention, access or deletion of data associated with its Services.

24. Call Recording

24.1 Call recording functionality may be provided as an optional feature of the Customer's telephone system.

24.2 The Customer shall be responsible for determining whether its intended use of call recording is lawful and for providing any notices required by applicable law.

24.3 The Customer must establish an appropriate lawful basis for processing personal data contained in recorded calls.

24.4 Where Safe2call provides call recording storage, the applicable storage capacity, retention period and associated charges shall be identified in the relevant Service Schedule.

24.5 Unless expressly agreed otherwise, Safe2call shall not be responsible for the content of recordings made by the Customer.

24.6 The Customer should maintain independent copies of recordings that it is legally or operationally required to retain, where the applicable Service permits export.

24.7 Upon termination, the Customer may request access to or export of its recordings in accordance with the applicable Service Schedule, data processing arrangements and legal requirements.

24.8 Safe2call may delete stored recordings following termination once the applicable retention period has expired, subject to any legal preservation requirements.

25. Liability

25.1 Safe2call shall exercise reasonable care and skill in performing its contractual obligations.

25.2 Neither party shall be liable for losses that are not reasonably foreseeable as a consequence of a breach of this Agreement, except where such liability cannot lawfully be excluded.

25.3 Subject to clauses 25.5 and 25.6, Safe2call shall not be liable for indirect or consequential business losses, including loss of anticipated profits or business opportunities, to the extent permitted by law.

25.4 Safe2call shall not be responsible for losses caused solely by circumstances outside its reasonable control where it has complied with its applicable contractual and legal obligations.

25.5 Nothing in this Agreement shall exclude or limit liability for:

• Death or personal injury caused by negligence.
• Fraud or fraudulent misrepresentation.
• Any liability that cannot lawfully be excluded or restricted.
• Any applicable statutory or regulatory compensation or remedy that cannot lawfully be excluded.

25.6 Any agreed limitation of liability shall be subject to applicable law, including the requirement that relevant exclusions and limitations satisfy any applicable test of reasonableness.

25.7 The Customer shall take reasonable steps to mitigate losses arising from a service interruption or other contractual issue.

25.8 Any service-specific liability cap shall be stated in the relevant Service Schedule and shall apply only to the extent permitted by law.

26. Events Beyond Reasonable Control

26.1 Neither party shall be responsible for a delay or failure to perform a contractual obligation to the extent that it results from circumstances beyond that party's reasonable control.

26.2 Such circumstances may include natural disasters, serious infrastructure damage, widespread power failures, civil emergencies, industrial action, government restrictions or major network incidents.

26.3 The affected party shall take reasonable steps to minimise the impact of the event and resume performance as soon as reasonably practicable.

26.4 Where a prolonged event materially prevents the provision of a Service, either party may exercise any termination rights available under the Agreement or applicable law.

26.5 Nothing in this section shall exclude Safe2call's regulatory obligations relating to network resilience, emergency calling, customer protection or other mandatory requirements.

27. Complaints and Dispute Resolution

27.1 Safe2call aims to resolve customer concerns promptly and fairly.

27.2 Customers wishing to raise a complaint should contact Safe2call using the complaints contact details provided in section 30.

27.3 Safe2call shall acknowledge and investigate complaints in accordance with its published complaints handling procedure and applicable regulatory requirements.

27.4 Where a complaint cannot be resolved, Safe2call shall inform the Customer of any applicable escalation options.

27.5 Eligible Customers may refer unresolved complaints to Safe2call's approved Alternative Dispute Resolution provider in accordance with the applicable eligibility requirements and time limits.

27.6 Safe2call shall make its complaints handling procedure and applicable ADR details available to Customers.

27.7 Nothing in this section prevents either party from exercising its legal rights or pursuing a remedy through the courts where appropriate.

28. Notices and Communications

28.1 Notices relating to the Agreement may be provided by email, post or another agreed written communication method.

28.2 The Customer shall ensure that its registered contact details remain accurate and up to date.

28.3 Safe2call may issue invoices, service notifications, contractual notices and other relevant communications electronically, subject to any applicable legal requirements.

28.4 Any notice of termination should identify the Customer, relevant account details, affected Services and requested termination date.

28.5 Safe2call shall acknowledge receipt of a valid termination request within a reasonable period.

28.6 Where a particular form of notice is required by law or regulation, that requirement shall take precedence.

29. General Provisions

29.1 This Agreement, together with the applicable Service Schedule and any expressly incorporated documents, constitutes the agreement between Safe2call and the Customer concerning the relevant Services.

29.2 If any provision of this Agreement is found to be invalid or unenforceable, the remaining provisions shall continue in effect to the extent legally permitted.

29.3 A failure by either party to enforce a contractual right shall not automatically constitute a waiver of that right.

29.4 The Customer may not assign its contractual rights or obligations to another party without Safe2call's prior written consent, such consent not to be unreasonably withheld.

29.5 Safe2call may assign or transfer its rights and obligations where legally permitted, provided that doing so does not unlawfully diminish the Customer's contractual or regulatory protections.

29.6 Nothing in this Agreement creates a partnership, joint venture or employment relationship between Safe2call and the Customer.

29.7 No person who is not a party to this Agreement shall have a right to enforce its terms under the Contracts (Rights of Third Parties) Act 1999, except where expressly stated or required by law.

29.8 This Agreement shall be governed by the laws of England and Wales.

29.9 Subject to any mandatory legal provisions, the courts of England and Wales shall have jurisdiction in relation to disputes arising under this Agreement.

30. Contact Information

• Safe2call Ltd
• 13 Golders Gardens, London, NW11 9BP
• Company registration number: 17466601
• Support email: support@safe2call.com
• General enquiries: info@safe2call.com
• Telephone: 0330 301 0246
• Website: safe2call.com