Effective Date: 3rd of August 2026
By using our VoIP services and related products, you (“the Customer” or “You”) agree to be bound by these Terms and Conditions (“Terms”), which form a contract between You and Plexatalk (DMV Telecom Ltd) (“Us”, “We”, or “Our”).
1.1 You must not use the service for any unlawful, harmful, or fraudulent activity, including but not limited to nuisance calling, harassment, malicious communications, or any activity that breaches UK law or the rights of others.
1.2 We may suspend or terminate the service immediately, without prior notice, where we reasonably believe it is being used in breach of this section.
2.1 Our VoIP services generally allow access to emergency services (999/112/111). However, as these are internet-based telephony services, their availability depends on your connection to a suitable power supply and data network, the functioning of that network, and your equipment.
2.2 In the event of a power cut or broadband outage, calls to 999, 112, or 111 may not connect. You should keep a charged mobile phone available as a backup for emergency calls at all times.
2.3 We endeavour to transmit your location information to emergency services when possible. It is your responsibility to provide us with accurate, up-to-date location details for this purpose.
3.1 You are responsible for all usage originating from your network or devices, including calls, messages, and data — this includes use by authorised users and unauthorised use resulting from fraud.
3.2 You must keep your account details confidential and secure your network and devices. Any suspected security breach should be reported to us promptly and your passwords changed without delay.
4.1 CLI presented on outbound calls must be valid and diallable. Sending invalid or non-diallable CLI may result in call blocking, and you agree to indemnify us against any resulting liabilities.
5.1 Home Plans are provided strictly for personal, non-commercial use by domestic customers. Use of a Home Plan for business purposes is prohibited and may result in immediate suspension or termination without refund.
5.2 “Unlimited” Home Plans are subject to a fair usage limit of 2,000 minutes per month to UK standard landlines (01, 02, 03) and UK mobiles (07), for normal residential consumer use only.
5.3 The fair usage allowance excludes calls to non-geographic numbers (e.g. 084, 087), personal numbering (070), premium rate numbers, international destinations (unless explicitly included), directory enquiries, and other special number ranges.
5.4 Where usage materially exceeds the fair usage limit, or is inconsistent with normal residential use, we may contact you about moving to a Business Plan, restrict or suspend the service, or terminate it in accordance with Section 13.
5.5 Any plan marketed with a fixed minute allowance (e.g. 100, 250, 500 minutes) applies only to calls to UK standard landlines and UK mobiles, unless stated otherwise. All other calls are charged at published out-of-bundle rates. Unused inclusive minutes do not roll over to the next billing period.
6.1 Calls to premium rate numbers, special/non-geographic number ranges, and most international destinations are not included in any plan unless explicitly stated in your plan details, and are charged at our published out-of-bundle or international rates.
6.2 It may not be technically or economically feasible for us to enable calls to all number ranges, and we reserve the right to restrict access to certain ranges.
7.1 If you choose to take a Plexatalk ATA adapter, this is available for a one-off charge of £50 and is supplied pre-configured and ready to connect.
7.2 The standard adapter model is the HT801. Where the HT801 is unavailable, we may supply an equivalent model (e.g. the HT802) with no change to functionality or price.
7.3 Equipment remains your property once paid for. You are responsible for its safekeeping and correct use; we are not liable for faults arising from misuse, unauthorised modification, or third-party equipment.
8.1 Payment for the service is by Direct Debit. You must maintain a valid, active Direct Debit instruction for the duration of the agreement.
8.2 Invoices for any one-off charges (for example, equipment such as the adapter) will be emailed to the address you provide.
8.3 Billing disputes must be raised within 30 days of the invoice date by contacting accounts@plexatalk.co.uk. Disputes raised after this period may still be reviewed at our discretion but are not guaranteed a refund or credit.
8.4 Our pricing is published on our website and may change from time to time. It is your responsibility to stay aware of the charges applicable to your calls and services.
8.5 Price Changes
We may amend our charges, call rates, monthly subscription fees and other service charges from time to time. Updated pricing will be published on our website and will take effect from the date specified in the notice.
8.6 Material Changes
Where a price increase is likely to be of material detriment to you, we will give you reasonable notice before it takes effect. If you continue to use the Services after the effective date of the revised pricing, you will be deemed to have accepted the new charges.
9.1 Phone numbers provided to you do not constitute ownership. While we aim to maintain number consistency, changes may occur due to regulatory requirements.
9.2 Upon termination of the service, any allocated phone numbers will be irretrievably lost. If a service is terminated in error, please contact us promptly — reassignment of the same number cannot be guaranteed.
10.1 You must not use our services to artificially inflate traffic. Doing so is against regulatory standards and may result in indemnity claims against you for any associated costs.
11.1 We may refuse service or terminate this agreement early where necessary due to your non-compliance with these Terms or applicable law, or for any other reason we reasonably consider justified — including fraudulent or illegal use, non-payment, or activity that threatens the integrity or security of our network.
12.1 If you entered into this agreement remotely (for example online or by telephone), you have a statutory right to cancel within 14 calendar days of the commencement of your service under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
12.2 Unless otherwise stated in a separate written agreement or contract, all Plexatalk Residential VoIP services are provided on a rolling monthly basis.
12.3 After the statutory cooling-off period has expired, you may cancel your service at any time by giving 30 days’ notice by email to support@plexatalk.co.uk.
12.4 Where a separate contract, promotional offer or written agreement specifies a minimum term or different cancellation provisions, those terms shall take precedence over this clause.
12.5 All recurring charges remain payable until the end of the applicable notice period. Any outstanding call charges, equipment charges or other sums due remain payable following cancellation.
13.1 If something goes wrong, contact us at support@plexatalk.co.uk. We aim to acknowledge your complaint within 1 business day and will work to resolve it as quickly as possible.
13.2 Full details of our complaints process are set out in our Complaints Procedure, available on our website.
14.1 We use your personal details to provide the service, including sharing accurate address information with emergency services where required by law.
14.2 Full details of how we collect, use, and protect your data are set out in our Privacy Policy, available on our website.
15.1 Neither party is liable for delay or failure to perform its obligations due to events outside its reasonable control, including acts of God, natural disasters, terrorism, or significant disruption to internet services. The affected party must promptly notify the other of the event and its impact.
15.2 We may notify you of such events via updates on our website or status pages.
15.3 Should such an event continue for 28 days or more, the unaffected party may terminate this agreement on notice, without penalty, except for sums already due.
16.1 We cannot guarantee that our services, including any telephone numbers assigned to you, will be accessible from overseas systems, or that international keypads use the same alphanumeric combinations as those used in the UK. This may affect international callers reaching you or using keypad-dependent services.
17.1 We will use reasonable skill and care in providing the Services but cannot guarantee that the Services will be uninterrupted, continuously available or free from faults.
17.2 Our Services rely upon third-party broadband providers, internet connectivity, electrical power supplies, telecommunications networks and equipment outside our reasonable control. We shall not be liable for any interruption or failure of the Services caused by such factors.
17.3 To the fullest extent permitted by law, we shall not be liable for any indirect or consequential loss, including but not limited to:
17.4 Our total liability arising out of or in connection with the Services shall not exceed the total charges paid by you for the affected Service during the twelve months immediately preceding the event giving rise to the claim.
17.5 Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability which cannot lawfully be excluded or limited.
18.1 We may amend these Terms at any time. Any annexes or additional terms will be communicated to you and will form part of this agreement. Changes to the Fair Usage Policy take effect immediately for new customers, and from the start of the next billing period for existing customers.
19.1 These Terms are governed by and construed in accordance with the laws of England and Wales