Version 1.0. Effective: 24 September 2026.
1. About these terms
1.1 These Telephony Terms apply to all telephone, VoIP, hosted phone system, SIP trunk, number and call services (“Telephony Services”) supplied by IAP UK Ltd (“IAP”, “we”, “us”). They apply in addition to our Terms & Conditions of Business. If the two conflict, these Telephony Terms take priority for Telephony Services.
1.2 We supply Telephony Services using third-party networks, including VoiceHost Limited. Some parts of our service depend on those networks, and we will pass on to you any changes our suppliers make that affect your service, giving you as much notice as we can.
1.3 Your contract is made up of your signed order or quote (“Order”), these Telephony Terms, our Terms & Conditions of Business and our Acceptable Use Policy. If there is a conflict, the Order takes priority, then these Telephony Terms, then the other documents.
2. Definitions
2.1 “Eligible Customer” means a residential customer, a microenterprise or small enterprise (fewer than 50 staff), or a not-for-profit organisation, unless it has agreed to waive the rights Ofcom gives to such customers.
2.2 “Minimum Term” means the minimum period for each service shown on the Order, which is between 1 and 24 months.
2.3 “Numbers” means any telephone numbers we allocate to you or port in for you.
2.4 “Registered Address” means the address you give us for each Number or user, which is passed to the emergency services.
2.5 “Equipment” means handsets, adapters, routers and other hardware we supply.
3. Service quality
3.1 Internet-based telephony depends on the quality of your internet connection and internal network. Call quality and availability may not be the same as a traditional telephone line, particularly where the connection is not supplied or managed by us.
3.2 We will provide the Telephony Services with reasonable skill and care, but we cannot guarantee that they will be free from interruptions or faults.
3.3 We may need to carry out planned maintenance. Where possible we will do this outside normal business hours and give you advance notice.
4. Emergency calls (999 and 112)
4.1 You can call 999 and 112 using the Telephony Services.
4.2 You must give us an accurate Registered Address for each Number or user, and tell us straight away if it changes. The emergency services will use this address to find you.
4.3 If you make an emergency call from somewhere other than the Registered Address, for example using a softphone, mobile app or a handset taken to another location, the emergency services may receive the wrong location. Always tell the operator where you are.
4.4 The Telephony Services will not work during a power cut, or if your internet connection or equipment fails, unless you have a backup power supply or alternative connection. You should keep another way of making emergency calls, such as a mobile phone.
4.5 If anyone at your premises depends on their phone line, for example because of a telecare alarm or a medical condition, or has no other way to call the emergency services, you must tell us. We will then agree a free solution that allows access to the emergency services for at least one hour during a power cut.
4.6 Some equipment designed for analogue lines, such as alarms, lift lines, franking machines and card terminals, may not work over internet-based services. You must tell us about any such equipment before your service is moved.
5. Numbers and porting
5.1 Numbers are allocated by Ofcom or the range holder. You do not own any Number, but you may use it for as long as you receive the service.
5.2 We will port Numbers in and out in line with Ofcom rules. We will not unreasonably delay or refuse a port-out request. If you are an Eligible Customer and a port is delayed or mishandled, you may be entitled to compensation under Ofcom rules.
5.3 You may ask to port a Number to another provider for up to 31 days after your service ends. After that, the Number may be returned to the range holder and lost.
5.4 Porting a Number out does not end any other part of your contract, and charges for the rest of the Minimum Term still apply.
5.5 Any porting charges will be shown on your Order.
5.6 Some numbers, including non-geographic and specially chosen (“vanity”) numbers, may have a longer Minimum Term, which will be shown on the Order.
6. Charges and payment
6.1 Rental charges are invoiced monthly in advance. Call charges are invoiced monthly in arrears, at the rates or call package agreed in your Order.
6.2 Any price increase that will take effect during the Minimum Term will be set out in pounds and pence in your Order. Any other price increase needs at least 30 days’ written notice. If you are an Eligible Customer, you may end the affected service without an early termination charge by telling us within 30 days of that notice.]
6.3 If you dispute an invoice, tell us within 10 days of the invoice date, and pay any part that is not disputed.
6.4 If you do not pay on time, we may charge interest and compensation as set out in our Terms & Conditions of Business. After giving you notice, we may also suspend the Telephony Services and charge a reconnection fee before restoring them. We will always keep access to the emergency services available where it is technically possible.
7. Minimum Term, renewal and ending the contract
7.1 Each service continues for its Minimum Term, and then month by month until either party gives at least 30 days’ written notice.
7.2 If you end a service before the end of its Minimum Term, you must pay the rental charges for the rest of that Minimum Term. For Eligible Customers, we will reduce this charge by any costs we save as a result.
7.3 If you are an Eligible Customer, we will contact you between 10 and 40 days before the end of your Minimum Term to tell you that it is ending, what will happen next and our best available tariffs.
7.4 Before you sign up, Eligible Customers will receive a Contract Summary setting out the main terms and prices.
8. Acceptable and fair use
8.1 You must use the Telephony Services lawfully and in line with our Acceptable Use Policy.
8.2 You must not resell the Telephony Services without our written agreement, or use automated diallers, bulk or nuisance calling or SMS without our written agreement.
8.3 Inclusive minutes are for normal business use. If your usage is unusually high, we may contact you to agree a suitable tariff, and may restrict the service if we cannot agree one.
8.4 Accounts that have not been used for 3 months may be suspended, and unused prepaid credit may be lost after 12 months.
9. Security and fraud
9.1 You are responsible for keeping your passwords, portal logins, handsets and phone system secure, and for telling us straight away if you think someone has gained unauthorised access.
9.2 You must pay for all calls made through your account or equipment, including fraudulent calls, unless the fraud was caused by our negligence.
9.3 To protect you, we may set spending limits, block calls to high-risk destinations and suspend the service without notice if we suspect fraud.
10. Call recording
10.1 If you use call recording, you are responsible for complying with the law on recording calls and on data protection. This includes telling callers that calls may be recorded and deciding how long recordings are kept.
11. Equipment
11.1 Equipment you buy becomes yours once you have paid for it in full. Until then it remains ours.
11.2 Rented Equipment remains ours at all times and must be returned in good condition when the service ends. If it is not, we may charge you for it.
11.3 Equipment warranties are those given by the manufacturer.
12. Faults
12.1 Please report faults through the IAP Helpdesk.
12.2 We are not responsible for faults caused by your internet connection (where we do not supply it), your internal network, power supply or equipment we did not supply. If we investigate a fault and find it falls into one of these categories, we may charge for our time.
13. Directory listings and caller ID
13.1 Tell us if you want your Number listed in the phone book and directory enquiry services. We will pass on your details as you ask.
13.2 You may only present a caller ID that you have the right to use.
14. Liability
14.1 Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot legally be limited.
14.2 Subject to 14.1, we are not liable for indirect or consequential loss, loss of profit, revenue, business or data, or for any failure to connect a call, including an emergency call, caused by a power cut, a failure of your internet connection or equipment, or an incorrect Registered Address.
14.3 Subject to 14.1, our total liability for the Telephony Services in any 12-month period is limited to the charges you paid for them in that period.
15. Suspension and termination by IAP
15.1 We may suspend or end the Telephony Services immediately if you seriously breach these terms, do not pay after notice, become insolvent, use the service fraudulently or unlawfully, or if a supplier withdraws a service we depend on. If a supplier withdraws a service, we will try to offer an alternative.
16. Complaints
16.1 Our Complaints Code explains how to complain. Please raise any complaint with us first.
16.2 If you are an Eligible Customer and your complaint is not resolved within 6 weeks, or we write to you saying we cannot resolve it, you can refer it free of charge to our independent Alternative Dispute Resolution scheme: the Communications Ombudsman (commsombudsman.org).]
17. Personal data
17.1 We process personal data in line with our Privacy Policy and, where we act on your behalf, our Data Processing Addendum. We will share caller location and details with the emergency services when you call them, and with other providers when porting Numbers.
18. General
18.1 These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.