Numbergroup Terms of Service

Version: 1.1
Last Updated: 1 February 2026
Effective Date: 1 February 2026

1. DEFINITIONS

1.1 “Agreement” means these Terms of Service, together with any Order Form, Service Schedule, or Data Processing Addendum incorporated by reference.

1.2 “Customer”, “you”, “your” means the person or entity agreeing to these Terms.

1.3 “Numbergroup”, “we”, “us”, “our” means Numbergroup Utilities Ltd, a company registered in England and Wales (Company No. 07390438), VAT No. GB261 8456 89.

1.4 “Services” means the telecommunications services provided by Numbergroup, including but not limited to:

  • Virtual phone numbers (geographic, non-geographic, freephone, mobile)
  • Call recording and transcription
  • Call forwarding and routing
  • Voicemail services
  • SMS services
  • Associated web portal and APIs

1.5 “User” means any individual authorised by the Customer to use the Services.

1.6 “Fees” means the charges for Services as set out in the applicable Order Form or pricing schedule.

1.7 “Premium Number” means any memorable, golden, or vanity telephone number designated as such by Numbergroup at the time of allocation, typically characterised by memorable digit sequences.

2. SERVICES

2.1 Provision of Services. Subject to these Terms and payment of applicable Fees, Numbergroup grants Customer a non-exclusive, non-transferable right to access and use the Services during the Term.

2.2 Service Levels. Numbergroup shall use commercially reasonable efforts to maintain service availability. Specific service level commitments, if any, are set out in the applicable Service Schedule.

2.3 Changes to Services. Numbergroup may modify the Services from time to time. We will provide reasonable notice of material changes that adversely affect Customer’s use of the Services.

3. CUSTOMER OBLIGATIONS

3.1 Lawful Use. Customer shall use the Services only for lawful purposes and in compliance with all applicable laws and regulations, including but not limited to:

  • Ofcom regulations
  • Privacy and data protection laws (UK GDPR, Data Protection Act 2018)
  • Telecommunications regulations
  • Anti-spam and marketing laws

3.2 Call Recording Compliance. Where Customer uses call recording features:

  • Customer is responsible for implementing appropriate call recording announcements
  • Customer must ensure lawful basis for recording (consent, legitimate interest, or legal requirement)
  • Customer must comply with all applicable data protection obligations
  • Recordings are delivered to Customer and then deleted from Numbergroup systems

3.3 Account Security. Customer is responsible for:

  • Maintaining the confidentiality of account credentials
  • All activity under Customer’s account
  • Promptly notifying Numbergroup of any unauthorised access

3.4 Prohibited Uses. Customer shall not:

  • Use Services for illegal, fraudulent, or abusive purposes
  • Resell Services without prior written authorisation
  • Interfere with or disrupt the Services or other customers’ use
  • Use Services to transmit spam, malware, or harmful content
  • Breach any applicable telecommunications regulations

4. FEES AND PAYMENT

4.1 Fees. Customer shall pay all Fees as specified in the applicable Order Form or pricing schedule.

4.2 Invoicing. Unless otherwise agreed, Numbergroup will invoice monthly in arrears for usage-based charges and in advance for subscription charges.

4.3 Payment Terms. Payment is due within 14 days of invoice date unless otherwise specified. Payment may be made by Direct Debit, bank transfer, or card.

4.4 Late Payment. Numbergroup reserves the right to:

  • Charge interest on overdue amounts at 4% per annum above the Bank of England base rate
  • Suspend Services for accounts more than 30 days overdue
  • Recover reasonable costs of collection

4.5 Taxes. All Fees are exclusive of VAT, which Customer shall pay at the prevailing rate.

4.6 Price Changes. Numbergroup may adjust Fees upon 30 days’ written notice. Customer may terminate the affected Services without penalty by providing written notice within 30 days of receipt of the price change notification.

5. TERM AND TERMINATION

5.1 Term. This Agreement commences on the Effective Date and continues until terminated. Unless otherwise specified for particular Services, there is no minimum term for standard Services.

5.2 Termination for Convenience. Either party may terminate this Agreement at any time with 30 days’ written notice, subject to any minimum terms applicable to specific Services or Premium Numbers.

5.3 Termination for Cause. Either party may terminate immediately upon written notice if:

  • The other party materially breaches this Agreement and fails to cure within 14 days of notice
  • The other party becomes insolvent or enters administration

5.4 Effect of Termination. Upon termination:

  • Customer’s right to use Services ceases immediately
  • Customer shall pay all outstanding Fees and any applicable early termination charges
  • Numbergroup will assist with number porting where requested, subject to Section 5.6

5.5 Number Porting. Upon termination, Customer may request porting of telephone numbers in accordance with applicable Ofcom regulations. Numbergroup will cooperate with reasonable porting requests within standard industry timeframes. Administrative fees apply as set out in the pricing schedule.

5.6 Premium and Memorable Numbers.

5.6.1 Premium Numbers are classified into pricing bands as displayed in the Numbergroup selfcare portal at point of allocation.

5.6.2 Each band carries a Setup Fee reflecting the number’s memorability and market value. The Setup Fee is waived for the duration of Customer’s service.

5.6.3 If Customer terminates or ports a Premium Number, the Setup Fee for that number’s band becomes immediately payable, in addition to the standard £125 administration fee.

5.6.4 By accepting allocation of a Premium Number, Customer acknowledges the applicable band and Setup Fee.

6. DATA PROTECTION

6.1 Data Processing. To the extent Numbergroup processes personal data on Customer’s behalf, the Data Processing Addendum applies and is incorporated by reference.

6.2 Call Recordings.

  • Recordings are processed, transcribed, and delivered to Customer
  • Recordings are deleted from Numbergroup systems within 7 days of delivery
  • Customer is responsible for storage and retention of their recordings
  • Numbergroup does not retain long-term copies of Customer recordings

6.3 Customer Responsibilities. Customer remains the data controller for personal data processed through the Services and is responsible for compliance with applicable data protection laws.

7. INTELLECTUAL PROPERTY

7.1 Numbergroup IP. Numbergroup retains all rights in the Services, including all intellectual property rights. Nothing in this Agreement transfers ownership of any Numbergroup IP to Customer.

7.2 Customer Data. Customer retains all rights in Customer Data. Customer grants Numbergroup a limited licence to use Customer Data solely to provide the Services.

8. CONFIDENTIALITY

8.1 Confidential Information. Each party agrees to keep confidential any non-public information disclosed by the other party that is designated as confidential or would reasonably be understood to be confidential.

8.2 Exceptions. Confidentiality obligations do not apply to information that:

  • Is or becomes publicly available through no fault of the receiving party
  • Was rightfully known prior to disclosure
  • Is independently developed without use of confidential information
  • Is required to be disclosed by law

9. WARRANTIES AND DISCLAIMERS

9.1 Mutual Warranties. Each party warrants that:

  • It has full power and authority to enter into this Agreement
  • Its performance will not violate any applicable law or third-party rights

9.2 Service Warranty. Numbergroup warrants that Services will perform materially in accordance with the applicable documentation.

9.3 Disclaimer. EXCEPT AS EXPRESSLY SET OUT IN THIS AGREEMENT, ALL WARRANTIES, CONDITIONS, AND REPRESENTATIONS (WHETHER EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE) ARE EXCLUDED TO THE FULLEST EXTENT PERMITTED BY LAW.

10. LIMITATION OF LIABILITY

10.1 Exclusion of Indirect Damages. NEITHER PARTY SHALL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR LOSS OF PROFITS, REVENUE, DATA, OR BUSINESS OPPORTUNITIES.

10.2 Cap on Liability. EACH PARTY’S TOTAL LIABILITY UNDER THIS AGREEMENT SHALL NOT EXCEED THE FEES PAID BY CUSTOMER IN THE 12 MONTHS PRECEDING THE CLAIM.

10.3 Exceptions. The limitations in this Section do not apply to:

  • Customer’s payment obligations
  • Breaches of confidentiality
  • Wilful misconduct or fraud

11. INDEMNIFICATION

11.1 Customer Indemnity. Customer shall indemnify Numbergroup against any claims arising from:

  • Customer’s breach of this Agreement
  • Customer’s violation of applicable law
  • Customer’s use of Services in violation of third-party rights

12. GENERAL PROVISIONS

12.1 Entire Agreement. This Agreement constitutes the entire agreement between the parties regarding its subject matter.

12.2 Amendments. Numbergroup may update these Terms upon 30 days’ notice. Continued use of Services after the effective date constitutes acceptance.

12.3 Assignment. Customer may not assign this Agreement without Numbergroup’s prior written consent.

12.4 Notices. Notices must be in writing and sent to the addresses specified in the Order Form or via email to the registered contact.

12.5 Governing Law. This Agreement is governed by the laws of England and Wales and the parties submit to the exclusive jurisdiction of its courts.

12.6 Severability. If any provision is found unenforceable, the remaining provisions remain in effect.

12.7 Waiver. Failure to enforce any right does not constitute a waiver of that right.

Numbergroup Utilities Ltd
207 Regent Street, London, W1B 3HH
Company No. 07390438 | VAT No. GB261 8456 89
Email: help@numbergroup.com | Tel: 0800 310 1010
www.numbergroup.com