Second Ring – Terms & Conditions
1. Introduction
1.1 These Terms & Conditions (“Terms”) form the agreement (“Agreement”) between Second Ring (“we”, “us”, “our”) and you, the customer (“you”, “your”), for the use of our VoIP and related telecommunications services (“Services”).
1.2 By creating an account, purchasing any plan, requesting a telephone number, or using our Services, you confirm that you have read, understood and agree to be bound by these Terms.
1.3 Nothing in these Terms excludes or restricts any statutory rights or legal protections that cannot lawfully be excluded or restricted.
2. Important information about VoIP and emergency calls
2.1 Second Ring is a Voice over Internet Protocol (“VoIP”) service. The Services depend on:
• Your internet or broadband connection;
• Your local network and equipment; and
• Power at your premises.
If your internet connection, local network or power supply fails, the Service may stop working.
2.2 Calls to emergency services, including 999 and 112, may be supported but cannot be guaranteed in all circumstances. Emergency calls may fail if:
• There is a power cut;
• Your broadband or mobile data connection is unavailable; or
• Your equipment or account is not configured correctly.
2.3 You are responsible for ensuring that the address details held in your Second Ring account are accurate and kept up to date. Where supported, this address may be passed to the emergency services for location purposes. If you move or use the Service from another location, you must update your details.
2.4 Legacy devices, including healthcare monitors, fall alarms, burglar alarms and other equipment designed for traditional PSTN telephone lines, may not work reliably over VoIP. You must confirm compatibility with the device manufacturer, alarm provider or care provider before using such equipment with our Services. We accept no liability for loss, injury or damage arising from the failure or malfunction of an incompatible device used with the Services, except where liability cannot lawfully be excluded.
3. Services we provide
3.1 Subject to these Terms, Second Ring will provide the telecommunications and related Services you ordered, as described on our website, during the order process or in your order confirmation.
3.2 We will use reasonable skill and care to maintain a reliable Service. No Service Level Agreement (“SLA”) or uptime guarantee is provided unless explicitly agreed in a separate written contract.
3.3 If a fault or outage occurs, we will use reasonable efforts to restore the Service as soon as reasonably practicable.
4. Term, renewals and contract length
4.1 Unless otherwise stated, Second Ring Services are provided on a 30-day rolling basis from the date the Service is activated and payment is received.
4.2 At the end of each 30-day period, the Service will automatically renew for a further 30-day period unless cancelled in accordance with these Terms.
4.3 Yearly plans are supplied for a fixed 12-month service period and may renew for another annual period where this was clearly disclosed and agreed during the order process.
4.4 We reserve the right to refuse or cancel an order before activation if, in our reasonable discretion, we consider the order fraudulent, incomplete, inappropriate, technically unavailable or otherwise unacceptable.
5. Fees, payment and calling charges
5.1 Prices are shown on our website, during the order process or in your order confirmation. Recurring-price changes will normally apply from the beginning of a future billing period after any notice required under the Agreement or applicable law has been given.
5.2 You agree to pay all charges associated with your account, including:
• Monthly, yearly or other recurring subscription fees;
• Call charges, including call-forwarding and diversion charges;
• SMS and other usage charges;
• Setup, number allocation, porting, equipment and administration fees shown during the order process or on our website; and
• Applicable taxes and government charges, excluding taxes payable on our own income.
5.3 Where you authorise payment by debit card, credit card or another recurring-payment method, you authorise Second Ring to collect recurring fees, usage charges and any authorised automatic top-ups until the Service is cancelled and all outstanding amounts have been paid.
5.4 If payment cannot be collected, we may:
• Mark the Service as expired, restricted or suspended;
• Require payment through your online account;
• Prevent inbound or outbound calls;
• Withdraw access to associated features; and
• Terminate the Agreement if amounts remain unpaid.
5.5 You are responsible for all calls, messages and usage made through your account, whether authorised by you or not, including usage resulting from compromised passwords, devices, SIP credentials, local networks or other unauthorised access.
6. “Unlimited” minutes, fair usage and the 1,000-minute cap
6.1 Where a plan is described as “Unlimited” for inbound or outbound calls, this is subject to our Fair Usage Policy and is capped at 1,000 inbound and/or outbound minutes per user during each 30-day billing period, unless we confirm a different limit in writing.
Our Fair Usage Policy is available at:
https://www.secondring.co.uk/Fair-Usage-Policy/
6.2 Once the applicable allowance has been reached:
• We may charge additional inbound calls, outbound calls and SMS at our standard usage rates; or
• We may restrict further inbound or outbound calls until the beginning of the next billing period.
6.3 Unlimited plans are intended for normal business or residential use. They must not be used for:
• Call centres, predictive diallers or automatic dialling systems;
• Telemarketing, bulk calling or mass broadcasting;
• Continuous, artificial or machine-generated calling;
• Reselling minutes or Services to third parties; or
• Any unusually high-volume activity that, in our reasonable opinion, falls outside normal use.
6.4 If, in our reasonable opinion, your usage is abusive, excessive, fraudulent or outside normal usage patterns, we may:
• Restrict or suspend inbound or outbound calling;
• Apply our standard usage charges;
• Move the Service to another tariff; and/or
• Suspend or terminate the unlimited plan or this Agreement.
7. Fraud, misuse and automated calls
7.1 You must not use the Service for illegal, fraudulent, misleading, harmful or abusive activity, including:
• Phishing or scam calls;
• Fraudulent use of payment cards, accounts or identities;
• Hacking or attempted unauthorised access;
• Harassment, threats or unlawful communications;
• Caller-ID spoofing where prohibited; or
• Any activity that breaches applicable law or regulation.
7.2 Robocalls and unauthorised automated calling, including spam calls, SPIT, auto-diallers and similar systems, are prohibited. If we detect or reasonably suspect such activity, we may, without prior notice:
• Block calls, destinations, numbers or traffic types;
• Restrict or suspend the Service; and/or
• Terminate the account and withdraw associated numbers.
7.3 If we reasonably suspect fraudulent or seriously abusive use, we may immediately restrict, suspend or terminate the Service and withdraw associated numbers. You remain responsible for all charges incurred up to termination.
8. Service security
8.1 You are responsible for:
• Protecting your Second Ring usernames, passwords, SIP credentials and account access;
• Securing your local network, devices, routers and PBX systems; and
• Ensuring that only authorised persons can use your account.
8.2 We recommend using strong and unique passwords, firewalls, IP restrictions and other appropriate security controls. We are not responsible for charges caused by compromised credentials, insecure devices or inadequate security under your control, except where liability cannot lawfully be excluded.
8.3 We may monitor traffic patterns, apply temporary restrictions or contact you if we reasonably believe that your equipment or account is compromised, creating a security risk or breaching these Terms.
9. Content and acceptable use
9.1 Second Ring does not routinely control the content of calls, messages or data carried through the Service and accepts no responsibility for the accuracy, legality or nature of communications sent or received by users.
9.2 You must not use the Service to:
• Breach any applicable law or regulation;
• Harass, threaten, defame or abuse another person;
• Misuse emergency services;
• Send spam or unlawfully recorded messages;
• Infringe intellectual-property, privacy or data-protection rights; or
• Cause harm to our platform, network, suppliers or other users.
9.3 We may restrict, suspend or terminate an account that, in our reasonable opinion, is involved in illegal, abusive or inappropriate activity or is creating a network, operational or security risk.
10. Numbers and numbering rules
10.1 A telephone number allocated by Second Ring is licensed for use with the Service. You do not purchase or acquire ownership of the telephone number.
10.2 You must use telephone numbers in accordance with applicable UK numbering rules, regulatory requirements and these Terms. Misuse may result in suspension or withdrawal of a number.
10.3 Second Ring-generated 0203 numbers are non-portable and cannot normally be transferred to another provider. Where available, an eligible 0203 number may be purchased separately for an additional fee disclosed at the time of purchase.
10.4 If you ported your own number into Second Ring, the number may be ported out in accordance with the applicable porting process and subject to any agreed minimum service term, including a minimum 12-month service term where specified in your order or plan.
10.5 Porting a number away does not automatically cancel other Services, subscriptions or charges on your account. You must separately cancel any remaining Services in accordance with Section 12.
10.6 All telephone numbers allocated as part of the Service remain under the control of Second Ring or its underlying numbering provider. Second Ring may refuse a porting request where the number is not portable, the request is incomplete, charges remain unpaid, regulatory or supplier requirements are not met, or the request cannot technically or lawfully proceed.
10.7 Where Second Ring agrees to port an eligible newly allocated number, the customer must have maintained the Service for at least six months. A porting fee of £54 will apply and may be payable by the customer or receiving provider, as agreed.
10.8 Porting requests are subject to validation, applicable industry rules, supplier approval, payment of applicable charges and agreement between the relevant parties.
11. Service availability and limitation of liability
11.1 We will take reasonable steps to maintain the Service, but we do not guarantee that it will be uninterrupted, fault-free or available at all times.
11.2 You acknowledge that outages and service degradation may occur due to:
• Power failures;
• Broadband, mobile-data or local-network failures;
• Planned or emergency maintenance;
• Supplier or carrier faults;
• Cyberattacks, denial-of-service attacks or other security incidents;
• Equipment or software failures; or
• Events outside our reasonable control.
11.3 To the fullest extent permitted by law, Second Ring is not liable for:
• Loss of Service, downtime or network issues;
• Loss of profits, revenue, business, opportunities, anticipated savings or data;
• Inability to make or receive calls, including emergency calls; or
• Indirect, special or consequential loss.
11.4 Where Second Ring is found liable, our total aggregate liability arising from an event will be limited to the fees paid to us for the affected Service during the 30 days immediately preceding the event giving rise to the claim.
11.5 Nothing in these Terms excludes or restricts liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or restricted.
12. Cancellation, deactivation, reactivation and termination
12.1 Activation and non-refundable charges
A Service is treated as activated once any of the following occurs:
• A telephone number is allocated or issued;
• The Service is provisioned;
• Account, application, SIP or other service credentials are supplied; or
• The Service becomes available for use.
Once activated, monthly and yearly plan fees, number-allocation charges, setup charges, configuration charges and administration charges are non-refundable, except where a refund is required by a legal right that cannot lawfully be excluded.
No full, partial or pro-rata refund or account credit will be provided merely because the customer has not used, has stopped using or no longer requires the Service.
12.2 Monthly plans
Monthly plans require 30 days’ notice of cancellation.
The Service will be deactivated and will cease immediately when the cancellation request is received and accepted. However, the customer remains liable for the full subscription charge and any other applicable charges during the complete 30-day notice period.
No full, partial or pro-rata refund or account credit will be provided for any unused part of the current billing period or the 30-day notice period.
12.3 Reactivating a monthly Service or number
During the 30-day cancellation-notice period, the customer may request reactivation of the Service and the same telephone number.
Reactivation is subject to:
• The number remaining technically available and not having been permanently withdrawn, released or reassigned;
• Payment of all outstanding charges;
• Compliance with these Terms; and
• Any technical, regulatory or supplier requirements.
Where reactivation is completed within the 30-day notice period, the cancellation request will be treated as withdrawn and the monthly Service will continue under the existing plan and recurring-payment arrangement, unless another arrangement is agreed in writing.
After the 30-day notice period has expired, the number may be released, withdrawn or reassigned. Reactivation of the Service or recovery of the same number cannot then be guaranteed.
12.4 Yearly plans
Yearly plans are purchased for a fixed 12-month service period.
Once the telephone number has been issued or the Service activated, the annual plan fee is non-refundable. Cancelling, deactivating, porting or ceasing use of the Service before the end of the annual period does not entitle the customer to:
• A full refund;
• A partial or pro-rata refund;
• An account credit; or
• Repayment for any unused days or months.
If a yearly Service is deactivated at the customer’s request, the customer may request reactivation of the Service and the same number within 30 days, subject to number availability, payment of all outstanding charges, technical feasibility and compliance with these Terms. Reactivation does not extend the original yearly service period or create a new refund entitlement.
12.5 Outstanding amounts
Cancellation, deactivation, porting or termination does not remove the customer’s responsibility to pay:
• Subscription fees;
• Notice-period charges;
• Usage and call charges;
• Equipment, porting, setup or administration charges; and
• Any other amounts incurred or payable under the Agreement.
12.6 Suspension or termination by Second Ring
We may restrict, suspend or terminate the Service immediately if:
• You fail to pay an amount when due;
• We reasonably suspect fraud, abuse or a serious breach of these Terms;
• Usage is excessive or breaches our Fair Usage Policy;
• The Service creates a network, security, legal or operational risk;
• A supplier or numbering provider withdraws support;
• We are required to do so by law, court order or regulatory authority; or
• Providing the Service becomes technically or commercially impracticable.
Where we terminate a Service for our own convenience and not because of the customer’s breach, unpaid charges, misuse or circumstances outside our reasonable control, any refund entitlement will be considered in accordance with the Agreement and applicable law.
12.7 Effect of termination
Upon termination:
• All amounts owed become immediately payable;
• Access to the Service, account features and associated numbers may be removed;
• Telephone numbers may be released, withdrawn or reassigned; and
• Stored voicemail, recordings, messages, settings and other account data may be deleted in accordance with our retention practices.
13. Changes to these Terms
13.1 We may update these Terms from time to time. Updated Terms will be published on our website and will take effect from the date stated.
13.2 Where a change materially affects a paid recurring Service, we will provide any notice and cancellation rights required under the Agreement or applicable law.
14. Governing law and jurisdiction
14.1 These Terms and any dispute arising from or relating to them are governed by the laws of England and Wales.
14.2 The courts of England and Wales will have jurisdiction over disputes arising from or relating to the Agreement, subject to any mandatory legal rights concerning where a consumer may bring proceedings.
15. Contact
Questions about these Terms or the Services can be sent to:
Email: [email protected]
Website: https://www.secondring.co.uk/
