Customer terms, reseller terms, and the policies both of them rely on.
Direct customers and resellers accept different contracts. Privacy, acceptable use, scam disruption, complaints and hardship apply to both. API, BYOC and data-processing terms apply only when those features are used. Canonical public URLs are on voxalink.cloud (for example voxalink.cloud/terms).
Who signs what
Direct customer
A business that buys VoxaLink services from us for its own use. At signup the checkbox should be:
I agree to the VoxaLink Customer Terms of Service, Acceptable Use Policy, Scam, spam and disruption policy, and Customer Service Guarantee Waiver, and I have read the Privacy Policy. The Complaints Handling Policy and Financial Hardship Policy also apply. If I use APIs or connect my own carrier, the API Terms and BYOC Policy apply.
Reseller
A business that buys VoxaLink services to supply to its own customers, including under its own brand where we agree. At signup the checkbox should be:
I agree to the VoxaLink Reseller Agreement, Acceptable Use Policy, Scam, spam and disruption policy, and Customer Service Guarantee Waiver, and I have read the Privacy Policy and Data Processing Addendum. The Complaints Handling Policy and Financial Hardship Policy also apply. If I use APIs or connect my own carrier, the API Terms and BYOC Policy apply. I will pass the required notices and restrictions to my customers.
Direct customers
Customer Terms of Service
The contract a direct customer accepts at signup. Covers the phone system, numbers, SMS, apps, billing, emergency calling, AI, and liability.
Customer Service Guarantee Waiver
Required for VoIP supply. Direct customers accept this with the Customer Terms. Resellers must obtain an equivalent waiver from their customers where CSG could apply.
Everyone
Privacy Policy
How we collect, hold, use and disclose personal information, including overseas disclosure, recordings, AI, and account deletion.
Acceptable Use Policy
Rules for traffic, spam, caller ID, emergency misuse, and AI agents. Incorporated into both the Customer Terms and the Reseller Agreement.
Scam, spam and disruption policy
How we block, trace and report scam calls and messages, including on suspicion and after a regulator or industry notice. Incorporated into both contracts.
Complaints Handling Policy
How to complain, our timeframes, and how to take a telecommunications complaint to the TIO.
Financial Hardship Policy
How eligible customers can ask for payment help, and what we will consider.
If they apply
API and Integration Terms
Applies if you use API keys, webhooks, or integrations. Incorporated when those features are enabled.
Bring Your Own Carrier Policy
Applies if you connect your own carrier or communications provider. You keep that carrier relationship.
Data Processing Addendum
Processor terms for customer content. Incorporated for resellers and for direct customers who process other people's information through the services.
Entity and notice details
The contracting entity for every document in this pack.