Service Terms of Use

1. About these terms

These Service Terms form a binding contract between you and VoicePro Plus Limited, a company incorporated in England and Wales with company number 14520016, whose registered office is in London, United Kingdom ("VoicePro", "we", "us"). You ("you", "your") accept these terms by ticking the consent checkbox during account creation.

You should also read our Privacy Policy and our Acceptable Use Policy, which form part of this contract. The Website Terms (separately) cover your use of our public website.

These terms are written in English. If you registered from a country where another language is the primary language, a translation may be provided for convenience only - the English version controls.

2. Eligibility & your account

You must be at least 18 years old to hold a VoicePro Plus account. The mobile number you register must be one you lawfully control. By ticking the consent checkbox, you confirm both.

You are responsible for keeping your account credentials and recovery devices secure. We strongly recommend turning on two-factor authentication and registering a backup email. If you suspect your account has been compromised, contact security@voicepro.plus immediately.

You may hold only one personal consumer account. Business accounts (Business+) are separate and have additional terms communicated at the point of sale. The payment, credit and dispute terms for business customers are in the Business customers section of these terms.

We may close or suspend an account for serious or repeated breach of these terms, or where we are legally required to do so. We will normally give you written notice and an opportunity to remedy the issue, except in cases of fraud, suspected money-laundering, threats to safety, or where law prohibits notice.

3. What VoicePro Plus does

We provide an electronic communications service that lets you buy and use mobile plans, eSIMs, and virtual phone numbers, and a prepaid balance for paying for those services.

We are an MVNO: we do not own the underlying mobile network in the United Kingdom. Mobile services are provided in partnership with our wholesale carrier partners. Virtual numbers are provided in partnership with a third-party numbering provider. Their network outages and policies may affect the service.

The exact features available to you depend on the plan you choose, your country, and whether identity verification has been completed.

4. Plans, charges and renewals

Each plan you buy lists its price, data allowance, validity period and renewal behaviour at the point of sale. You agree to pay the listed price for the plan at the time of purchase.

Plans and top-ups are paid for in advance. Once you have paid, you use your plan allowance or balance as you go.

Usage can take a short time to show in your account, so your balance may briefly go below zero. If that happens, top up to bring it back above zero.

Monthly plans renew automatically each month until you switch renewal off, which you can do at any time in My Plan or Settings. Plans paid for 12 or 24 months in advance do not renew for another long term. When the term ends the plan moves to monthly at the standard monthly price, with no new term, unless you switch renewal off before then. We email you before the term ends with the date and the price, and once a year after that with our best prices. If we cannot collect payment when a plan renews, the plan lapses and we will notify you.

A lapsed line may be suspended. It closes no sooner than 32 days after it lapses, and its number is then released. Until it closes you can restart the plan on the same number, or move your number to another provider.

Prices include UK VAT where applicable. VoicePro Plus Limited is VAT-registered (GB 454 1650 04). Charges to non-UK customers may include or exclude local taxes depending on jurisdiction.

We may change the price of a plan that renews automatically. We will give you at least 30 days written notice before the change takes effect, with a no-cost option to cancel renewal during that period.

If you think a charge is wrong, tell us at help@voicepro.plus or through Support in the app, with the date and amount if you can. We will check it and tell you what we find. This does not affect your right to make a complaint (see Governing law and disputes) or any of your legal rights.

5. Your right to cancel

If you are a consumer and you buy from us at a distance (online or in the app), you have the right to cancel within 14 days of entering the contract, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you ask us to start a service within that 14-day period, you may be charged for what you have used up to the point you cancel, and once a service has been fully performed at your request the right to cancel that service may be lost. To cancel, contact us at help@voicepro.plus before the 14 days end.

6. Auto top-up

Auto top-up is optional and stays off unless you turn it on. When you turn it on you choose a data add-on, the level that triggers it and a monthly limit, and you agree that we may charge your saved card for that add-on, without asking you to approve each payment, whenever the full-speed data on your line falls below the level you chose.

We charge the price shown when you turned it on, no more often than the limit you chose in each month of your plan, so you do not pay more than the monthly amount shown when you agreed. If the price of the add-on changes, we pause auto top-up until you have agreed to the new price.

You can turn auto top-up off at any time in Auto top-up in the app. It stops straight away and we make no further charge after you do. We email you a receipt each time we top up.

If a payment fails, or your bank asks you to approve it, we add no data, we tell you, and you are not charged. After three failed payments in a row we pause auto top-up until you turn it back on. If we take a payment but cannot add the data, we refund it.

Data use can take a short time to show, so auto top-up may act a little after your full-speed data runs low. It does not promise that your speed will not be reduced in between.

7. Leaving us and keeping your number

You can leave VoicePro Plus at any time. To move your number to another provider, ask us for a PAC (Porting Authorisation Code); to leave without moving your number, ask us for a STAC (Service Termination Authorisation Code).

You can request either code by text (send PAC to 65075 or STAC to 75075 from your VoicePro number), in the app (eSIM settings, Move your number or leave) or by calling us on +44 20 3769 8080. We send the code to your number by text, in line with Ofcom rules. Switching away from us is free.

8. eSIM provisioning

When you purchase an eSIM, we generate an activation code (LPA code) and deliver it to you in-app, by email, and as a QR code. The eSIM is bound to your VoicePro Plus account.

You are responsible for installing the eSIM on a compatible device. Most modern smartphones support eSIM; we maintain a compatibility list and will warn you at checkout if your declared device is not supported.

A UK eSIM can be downloaded once. If you need it on another device, contact us and we will issue a replacement eSIM for the charge shown in our Price Guide. A travel eSIM can be downloaded up to 5 times.

You may not resell, rent, or commercially sub-licence an eSIM to a third party.

9. Virtual numbers

Virtual numbers are leased on a monthly basis. Inbound calls and SMS to the number are routed to your VoicePro Plus account.

Some numbers carry a one-off setup fee. If yours does, it is shown before you pay. If you are a consumer and you cancel within 14 days, you pay only for what you have used, and that includes the one-off setup fee.

Number availability, pricing and regulatory restrictions vary by country. Some countries require local address verification; you agree to provide accurate information where requested.

Misuse of a virtual number - including but not limited to robo-dialling, telemarketing without consent, fraud, identity impersonation, or violation of the receiving country's telecoms regulations - will result in immediate suspension of the number and may result in account termination and reporting to law enforcement.

If you stop paying for a virtual number, the number is returned to the carrier's pool. We cannot guarantee re-allocation of the same number.

Emergency calling (999 and 112) on a virtual number has a monthly fee, shown before you switch it on and taken from your balance. We give at least 30 days' notice before it goes up. If it is not paid, we tell you; if it is still unpaid 7 days later, the number ends and is returned to the carrier's pool.

10. Your balance (prepaid credit)

The balance in your VoicePro Plus wallet is prepaid credit, in pounds sterling (GBP) by default. It pays for VoicePro Plus services only: plans, top-ups, numbers and calls. It is not a bank account or e-money.

Credit cannot be sent to another person, withdrawn, paid out to a bank account, or exchanged for cash or crypto.

Credit is not refundable once added, except where these terms say so. If we end the agreement and you are not at fault, we refund your unused credit, less any amounts you owe us, to your original card or another way we agree with you. This does not affect your legal rights.

If an account is inactive for a long period, we will contact you before taking any action on your balance. We will not forfeit money you are entitled to reclaim.

We do not pay interest on your balance, and it is not protected by the Financial Services Compensation Scheme (FSCS).

Money you add is paid in advance and is used as you spend it. Usage can take a short time to show, so your balance may briefly go below zero. If it does, top up to bring it back above zero.

The VPX Wallet, a separate money account, is not open yet. Its terms and protections will be set out when it launches. When it does, the account opens the first time you add money or send, once our partner has completed its checks, and it carries no monthly fee.

11. VPXN rewards

VPXN are loyalty reward tokens issued by VoicePro Plus. They are earned through eligible actions (calls and top-ups).

VPXN are not money, not legal tender, not a financial product, and not a security. They have no guaranteed redemption value. We may change the rate at which they are issued, the actions that earn them, and the rate at which they are redeemed for benefits.

Accumulated VPXN will become redeemable for benefits within the app as redemption features launch; the available redemption options and their VPXN costs are set by VoicePro Plus and may change.

We may cancel VPXN earned by fraud, exploitation of a bug, or other breach of these terms.

12. Crypto deposits

Crypto deposit features are not yet available to consumers. When offered, depositing Bitcoin (BTC), Ether (ETH) or USDT may involve an additional agreement with a third-party custody provider, and any conversion to or from GBP would use the rate quoted at the time of the transaction, which can change between quote and execution due to volatility. The full terms will be set out here before the feature launches.

Crypto-asset values are volatile. You may lose money. We do not provide investment advice and you should not treat any feature of the app as financial advice. If you are unsure about your tax position on crypto disposals, consult a qualified adviser.

Crypto deposits, transfers, and disposals are not regulated by the Financial Conduct Authority. The FSCS does not protect crypto-asset balances.

We are required to perform identity verification and source-of-funds checks under the Money Laundering Regulations 2017. We may refuse or reverse a transaction where we cannot complete those checks to our satisfaction. These checks apply to wallet money and crypto features when they open. Mobile+ plans and travel eSIMs need no identity check.

13. Acceptable use

You agree to use the service in compliance with all applicable laws and regulations, and in line with our Acceptable Use Policy, which is incorporated into these terms.

You will not: use the service to send unlawful, misleading, threatening, harassing, defamatory or grossly offensive content; spam any individual or business; commit fraud or attempt to obtain a benefit by misrepresentation; perform brute-force, denial-of-service or other attacks against our systems or any third-party system; circumvent our security, rate limits or fraud-prevention controls; or attempt to reverse-engineer, decompile or otherwise tamper with the VoicePro Plus app.

You will not use the service to facilitate a regulated activity (e.g. financial advice, payment intermediation, gambling) that you are not separately authorised to perform.

Breach of acceptable use may result in immediate suspension, account closure, refund withholding (where lawful), and reporting to law enforcement.

14. Security, fraud and our safeguards

You are responsible for protecting your account credentials and your registered devices. We will not be liable for losses arising from credentials shared, written down, or guessable.

If you notice a transaction you did not authorise, contact security@voicepro.plus within 13 months of the transaction. We will investigate without charge under the Payment Services Regulations 2017.

We operate automated fraud-prevention systems that may pause transactions or temporarily suspend account features. Where this happens we will notify you and aim to resolve within 24 hours, unless investigation requires longer.

You are responsible for all usage and traffic on your account. We act early: our fraud controls monitor accounts and may pause traffic or features when we see something unusual, and we will tell you when we do. If you are a consumer, nothing in these terms takes away rights that the Payment Services Regulations 2017 or consumer law give you and that cannot be excluded.

We maintain logs of authentication events, transactions, and certain communications for security and compliance purposes. Our retention practices are set out in the Privacy Policy.

15. Business customers: payment, credit and disputes

This section applies only if you buy for a business or organisation, for example Business+ plans and seats, numbers, enterprise accounts or API access. It does not apply to consumers and does not limit any right you have as a consumer. If you are a small business, it does not limit the rights Ofcom rules give you, including the right to complain and to use independent dispute resolution.

If you are a carrier and have signed a voice or SMS interconnect agreement with us, that agreement governs your wholesale service. Where it differs from these terms, the signed agreement applies, including its terms on length and notice, payment, interest, disputes, liability, and governing law and dispute resolution.

If you have not signed an interconnect agreement, your business account runs month to month with no minimum term, and either of us may end it by giving 30 days' written notice.

Drive Connect+ services are the exception. Each one has a minimum contract period shown on your order, or 12 months from the date the service starts if your order shows none. After that it runs month to month until either of us ends it on at least 60 days' written notice, and you pay for it to the end of the calendar month in which the notice runs out.

You may cancel a Drive Connect+ order without charge before the service starts, except that you pay any cancellation fee a third party charges for a connection to your premises. If you end a service after it starts and before its minimum contract period is over, or we end it during that period because you are in default or insolvent, you pay everything already due and a cancellation charge. That charge is 100% of the charges for the rest of the period, plus the value of any discounts, credits or waived charges given on the order. You agree this is a reasonable estimate of our loss. Closing your account does not end a Drive Connect+ service or this charge.

You pay no cancellation charge if you end a Drive Connect+ service because we are in material breach of it and have not put that right within 30 days of your written notice. Either of us may end it at once if the other becomes insolvent. We may suspend or end it if a charge is unpaid 5 days after we tell you it is overdue, or end it if you are in material breach and have not put that right within 30 days of our written notice.

Drive Connect+ service credits must be claimed in writing within 21 days of the event, or the claim is lost. They come off your installation or monthly charges, are never paid in money, and in any calendar month cannot exceed 50% of the monthly charge for the affected port. Equipment we supply must come back in good working order within 30 days of the service ending.

Every order is paid for in advance. This covers plans, seats, numbers, SIMs and eSIMs, add-ons and any order placed through our API. We do not invoice orders.

Funds you hold with us for usage are used as you go. Usage can take a short time to show, so your balance may briefly go below zero. If it does, you must pay the negative balance when we ask.

Usage, such as voice minutes and SMS, can be billed after you use it (postpaid) only against a credit limit that we have approved in writing. We decide whether to grant one. To apply, give us a usage forecast for the next 12 months and the financial information we reasonably ask for to assess your creditworthiness. We may ask for a deposit before postpaid usage starts, and you must pay it first.

If your unpaid usage, whether invoiced or not, reaches your credit limit or deposit, you must pay on request to bring it back below that limit. We may suspend the service while it is above the limit. We may reduce or withdraw a credit limit if you pay late, go over it, or use the service in a way that is very different from your forecast.

We may use your deposit to pay any undisputed amount you owe. When the agreement ends, we return the deposit, less any amount used this way, within 60 calendar days.

Where we invoice postpaid usage, each invoice is due within 7 calendar days of its date unless we agree otherwise in writing. If you pay late, we may charge interest on the overdue amount at 8% a year above the Bank of England base rate, calculated daily from the due date until payment. We do not charge interest on an amount held in escrow under a dispute (see below).

You are responsible for all usage on your business account, including usage caused by fraud, artificially inflated traffic or other misuse, whether it came from you, your staff, your customers or anyone else using your credentials or access. Please protect your credentials and tell us at once if you think they have been compromised.

To dispute a charge, send us written notice with enough detail for us to check it (a Dispute Notice) at help@voicepro.plus. Send it within 14 calendar days of the invoice date or, for prepaid usage, within 14 calendar days of the charge being taken from your account. After that, the charge is treated as correct unless there is a manifest error.

A Dispute Notice may only be about the rates applied or the volume of usage charged. You can still raise fraud, quality, faults or outages as a complaint under our Complaints Code of Practice at voicepro.plus/legal/complaints.

Within 5 calendar days of a valid Dispute Notice, we will give you the records you reasonably need to check the disputed amount. We may extend this by notice, acting reasonably. We will then both try in good faith to resolve the dispute within a further 5 calendar days. You must pay all amounts by their due date while a dispute is being resolved, and you may reasonably ask for the disputed amount to be held in escrow until it is resolved. If it is not resolved in that time, either of us may take the matter to court under the governing law and jurisdiction terms of these Service Terms.

Any prepaid balance unused when the agreement ends is not refundable. The one exception is where we end the agreement and you are not at fault, meaning we do not end it because of your breach, including non-payment, fraud or misuse. In that case we will refund your unused prepaid balance, less any amounts you owe us.

16. Business customers: personal data we process for you

This section applies only to business customers. It covers personal data that you, as controller, give us or let us collect to provide the service to your business: for example your staff and users, their numbers, call and message records, voicemail and recordings, contact lists and your own customers' details. For this data we act as your processor, and this section is the written contract between us that Article 28 of the UK GDPR requires. Where we decide for ourselves why and how data is used, for example billing you, preventing fraud, keeping records regulators require, and running and protecting our network, we act as a controller and our Privacy Policy applies instead.

We process this data only to provide, support and secure the services you order, for as long as we provide them, and only on your documented instructions. These Service Terms, your orders and the settings you choose in your account are your instructions. If the law requires us to process it in any other way, we will tell you first unless the law forbids that. We will tell you at once if we believe an instruction breaks data protection law.

Everyone we authorise to process this data is bound by a duty of confidentiality. We keep it secure with appropriate technical and organisational measures, as Article 32 of the UK GDPR requires.

You give us general authorisation to use sub-processors. Those we use are listed, with where they process data and how transfers are protected, in our Privacy Policy at voicepro.plus/legal/privacy. We will tell you of any intended addition or replacement at least 30 days before it takes effect, and you may object on reasonable data protection grounds within that time. If we cannot address your objection, you may end the affected service without a cancellation charge. Each sub-processor is bound by data protection terms that give the same protection as this section, and we remain responsible to you for its work.

Where this data leaves the UK, we protect the transfer with the UK International Data Transfer Agreement or the EU Standard Contractual Clauses with the UK Addendum, in line with Article 46 of the UK GDPR.

Taking into account the nature of the processing, we will help you answer requests from people exercising their data protection rights, and help you meet your duties on security, breach notification, data protection impact assessments and prior consultation with the Information Commissioner. If someone sends a request about your data to us, we will pass it to you and will not answer it ourselves unless you ask us to.

We will tell you without undue delay, and in any case within 48 hours, after we become aware of a personal data breach affecting this data, with the information you need to meet your own duty to report it.

When a service ends, we will delete this data within 90 days, or return it to you first if you ask us to in writing before then, unless the law requires us to keep it. Records we keep as a controller follow our Privacy Policy.

We will make available to you the information you reasonably need to show that we meet this section, and allow and contribute to audits, including inspections, by you or an auditor you appoint. You must give us at least 30 days' written notice, audits are held no more than once a year unless a regulator requires it or after a breach affecting your data, and anyone carrying one out must keep our information confidential.

You must have a lawful basis for the personal data you give us and for your instructions, and give the people concerned any notice the law requires. Send questions about this section to dpo@voicepro.plus.

17. Beta programme addendum

From the start of the beta until our full launch of VoicePro Mobile plans on 1 January 2027, we are running the Mobile plans as a beta, by invitation. This addendum applies to you if you have been invited and use a Mobile plan during the beta. It forms part of these Service Terms. If the two conflict on a beta matter, this addendum applies.

The beta is open to people on our Originals waitlist, in the order they joined, up to the first 5,000. We invite people in groups. An invitation is personal to you and cannot be transferred or sold.

Beta plans cost the same as the prices listed at the point of sale, and you pay in advance as for any plan. Your 14-day right to cancel and your other legal rights as a consumer apply in full during the beta.

If you are one of the first 5,000 on the waitlist, you receive: (a) double the monthly VPXN reward caps for your first 12 months on a plan, counted from the date your plan is activated; (b) an Originals badge in your VPX Wallet, which you keep for as long as you hold your account; and (c) your choice of one launch bonus from the list shown to you when you joined the waitlist, delivered once, when we launch on 1 January 2027. VPXN are rewards, not money. The Originals benefits have no cash value and cannot be transferred. They end if your account is closed for serious breach of these terms.

If you send us feedback, bug reports or ideas during the beta, the User Submissions terms of our Website Terms apply to them. We may contact you for more detail, and you can say no to any request. We may reward helpful feedback, at our choice.

The beta is an early version of the service. Features, speeds, coverage and the app may change, and parts of it may be unavailable at times. We will provide the service with reasonable care and skill, and you keep your legal right to a service that is as described and to a repair or refund where it is not. If we make a change that is significant and not in your favour, we will tell you in advance where we reasonably can, and you may cancel the affected plan and receive a refund of the unused part of what you paid.

The beta ends on our full launch on 1 January 2027. After that, your plan carries on under these Service Terms at the price you pay now, with no action needed from you, and you can switch renewal off at any time. We may end the beta earlier, or end it for an individual, only for a good reason, such as serious breach of these terms, a legal or security need, or a decision not to continue the service. If we end your plan early, we will give you reasonable notice where we can and refund the unused part of what you paid. You can leave the beta at any time by switching off renewal or closing your account.

18. Changes to these terms

We may amend these Service Terms from time to time. Where the change is material - for example, a change to pricing of a renewing plan, withdrawal of a feature, or a change that materially affects your rights - we will notify you by email and in-app at least 30 days in advance.

If you do not accept the change, you may close your account before the change takes effect and we will refund any unused pre-paid period on a pro-rata basis.

Minor changes (formatting, clarifications, correction of typos, addition of optional features) take effect immediately on publication. The "version" field on this page records the most recent material update.

19. Your statutory rights

Nothing in these terms affects your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015. Where any term in this agreement conflicts with those rights, your statutory rights prevail.

20. Liability

Nothing in these terms limits or excludes our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; or any other liability that cannot lawfully be limited.

Subject to the above: our total aggregate liability to you under or in connection with these terms - whether in contract, tort (including negligence), breach of statutory duty, or otherwise - is limited to the greater of (a) £100 or (b) the total amounts paid by you to us in the 12 months preceding the event giving rise to the claim.

If you are a business customer, the limit in the paragraph above is instead the total charges you paid us in the 12 months before the event giving rise to the claim. If you are a carrier with a signed interconnect agreement, the liability terms of that agreement apply instead.

We are not liable for any losses arising from: a failure or delay of an underlying carrier network we do not operate; your loss or compromise of credentials; circumstances beyond our reasonable control (force majeure); or business losses, loss of profit, loss of revenue, loss of expected savings, or loss of opportunity.

You agree to indemnify us against losses, expenses and reasonable legal costs arising from your breach of these terms or any unlawful use of the service.

21. Governing law and disputes

These terms are governed by the laws of England and Wales.

Any dispute arising from or in connection with these terms will be subject to the exclusive jurisdiction of the courts of England and Wales. If you live elsewhere in the United Kingdom, you may bring proceedings in your local courts.

Before escalating a dispute to court, please contact us at help@voicepro.plus and give us 30 days to resolve it. If we cannot resolve it, you can follow the escalation process in our Complaints Code of Practice, which explains your right to refer an unresolved complaint to an independent, Ofcom-approved Alternative Dispute Resolution scheme.

To query a charge or to complain about any part of our service, including its quality, follow the Complaints Code of Practice at voicepro.plus/legal/complaints. It explains how to complain and how to take an unresolved complaint to the independent ADR scheme. Nothing in these terms limits your legal rights.

22. Contact us

VoicePro Plus Limited, registered in England and Wales (company no. 14520016), VAT GB 454 1650 04.

General enquiries: help@voicepro.plus

Customer support: support@voicepro.plus

Security incidents: security@voicepro.plus

Postal: VoicePro Plus Limited, Level 18, 40 Bank Street (HQ3), London E14 5NR, United Kingdom.