Terms & Conditions
Last updated: 5th May 2020
Company: Invoco is a Limited company registered in England. Company Registration Number: 04465219. VAT Number: GB825306641
Address: Invoco Ltd, 7 The Courtyard, Buntsford Drive, Bromsgrove, Worcestershire, B60 3DJ.
Telephone: 0800 852 7000 or 01527 306 000
These Terms and Conditions constitute the contract (“Agreement”) governing the supply of telecoms services (the “Service”) by Invoco Ltd (“We”, “Us” or “Our”) to the person or company to whom such services are provided (the “Customer” or “you”). If you purchase any Invoco Ltd premium rate services (0871 & 09 numbers) then you must complete a separate agreement with the Phone-paid Services Authority (PSA) www.psauthority.org.uk, the regulator of phone-paid services in the UK.
1. The Service
In order to continue and maintain the level and quality of the Service Invoco Ltd reserves the right at all times to vary aspects of the Service and will try to keep the Customer informed of any such changes. If any faults occur that affect the Service we will remedy them as soon as we can reasonably do so.
The Service is designed to be used from within the UK and Invoco Ltd takes no responsibility for problems that can occur from using the Service in other locations.
The Agreement will continue until determined by either party.
The rates Invoco Ltd charge for the Service are set out on our website and may vary from time to time. Invoco Ltd will use all reasonable endeavours to provide the Customer with seven days notice of any price increases (giving the Customer the opportunity to terminate the Agreement before the change takes effect), however, occasionally rate increases must take effect immediately.
4. Redirect Destinations
Calls redirected to a “UK Mobile” are limited to the four main UK providers, namely Hutchison 3G, Vodafone, O2 and Everything Everywhere (formerly Orange and T-Mobile).
5. Payments from Customer to Invoco Ltd
Payments to Invoco Ltd by the Customer must be made when they become due. If overdue payments are not made within fourteen days of a written request sent to the Customer’s email address provided, then the Service may be suspended. If overdue payments are not made within thirty days of the above written request then the Agreement will be terminated and the Customer’s numbers may be made available for other customers to register.
If you don’t pay a bill, we will pass your details, including your personal information, to a debt-collection agency and ask them to collect the money for us. You’ll have to pay an extra charge to compensate us. The charge won’t be more than the amount we have to pay the debt-collection agency, who will add the charge to your debt. We might also transfer your debt to any other business (in which case, your personal information will also be transferred) who may then try to recover the amount in a way it considers suitable. This cause continues to apply after the agreement with us has ended.
If a period of thirty days passes where the Customer’s number has had no usage i.e. received no calls, then Invoco Ltd may deem that number as inactive and make it available for another customer to register. Email notification will be given to the Customer if this occurs.
If your direct debit fails you may have to pay a failed-payment charge of £10 plus VAT. We may also charge you interest on any overdue payments in accordance with the European Directive 2011/7/EU on combating late payment in commercial transactions.
6. Payments/Rebates from Invoco Ltd to Customer
Any monthly rebate payments from Invoco Ltd to the Customer will be made after one whole calendar month has elapsed after the end of the month during which the qualifying calls were received e.g. any rebate due for traffic sent in January will be paid to the Customer in March. Invoco Ltd will aim to make the payment within five working days from the beginning of the month. Payments will cover any rebate due unless the total is less than 500 minutes, in which case the rebate will roll-over to subsequent calendar months until such time as the total becomes equal to or greater than 500 minutes.
Payments totaling less than £100 will be sent to the same PayPal account the Customer used when registering for the Service. Payments greater than this will be sent to the Customer’s business bank account by wire transfer and Invoco Ltd will contact the Customer prior to the first payment in order to obtain the necessary bank account and company details.
If the payment is equal or greater than £100 and the Customer’s business is registered outside of the UK then a wire transfer fee will be deducted from the total.
Rebates will include VAT if the Customer is VAT registered and can provide their company name, address, registered company number and VAT number.
Rebates will be capped at £25 (ex VAT) per call.
7. Use of the Service
The Customer must not misuse the Service or permit anyone else to misuse the Service. Examples of misuse include, but are not limited to:
• Communications which are offensive, menacing or likely to cause needless anxiety.
• Using the Service fraudulently or in connection with a criminal offence.
• The making of hoax calls or communicating false information.
Invoco Ltd reserves the right to suspend or terminate the Service and this Agreement if you misuse the Service.
In cases of misuse of Service, Invoco Ltd reserve the right to immediately withhold any rebate payment due to the Customer pending an internal investigation.
We may require you to reimburse us for any reasonable and foreseeable losses, costs and expenses which we incur as a direct result of the misuse of the Service by you or anyone you have allowed to use the Service.
8. Calls to emergency services
Invoco Ltd provide access to the UK public emergency call services to all our PBX and Virtual Landline customers who use our service for outbound calls. This service relies on you having a working internet connection, therefore we recommend that you use a fixed line or mobile phone to make emergency calls if possible. Calls to 999 and 112 emergency service numbers are free of charge.
Calls to 101 (the police non-emergency number) cost 12.5 pence per call (ex VAT), no matter what time of day you call, or how long you are on the phone.
9. Number portability
Numbers can be ported from Invoco Ltd to BT and other select service providers after a minimum of twelve months from the number activation date. There is a charge of £25 + VAT per standard number and £100 + VAT per memorable number, payable in advance. As a guide the process takes up to 60 days but may be subject to delay for reasons outside our control.
10. Use of Customer Data
Any information which the Customer gives to Invoco Ltd or which we obtain by the Customers use of the Service will be held by Invoco Ltd in digital format. We may use your information to help us detect fraud, assess your needs and keep you informed of other Invoco products and services.
We maintain a directory, (“Invoco Integrations”), where some non-Invoco products are available for integration. We do not warrant or support these products, and you decide whether or not you wish to enable them. If you choose to use a third party integration we will not be responsible for any use, disclosure, modification or deletion of Customer Data that is is transmitted, or accessed by third party products.
The Customer indemnifies Invoco Ltd against all third party liabilities, claims, damages, losses and expenses arising from the Customers use of the Service. This includes any unauthorized or misuse of the Service by any employee, agent or third party connected to the Customer.
12. Provision of Information
If at any time a regulatory body, such as PayPhonePlus, requests information regarding an Invoco Ltd Customer as part of an investigation, Invoco Ltd will be obliged to provide such information and reserve the right to do so.
The Customer may terminate the Agreement immediately but no refund of any unused call credit or line rental will be issued.
Invoco Ltd may terminate the Agreement if the Customer is in breach of the Agreement.
Once the Agreement is terminated Invoco Ltd may make the Customers numbers available for other customers to register.
The Customer must not assign or otherwise transfer any of its rights or obligations under this Agreement.
A notice given under this Agreement must be made in writing and may be delivered by post, email or fax.
Invoco Ltd reserve the right to add to and/or amend the terms of the Agreement at any time in which case the changes shall be notified to the Customer by posting on the Invoco Ltd website (www.invoco.net/terms-and-conditions). We recommend that you check this page regularly to keep up-to-date.
17. Limitation of Liability
Invoco Ltd shall not in any circumstances be liable to the Customer whether in contract, tort or otherwise for direct or indirect loss of profit, loss of anticipated business savings or wasted expenditure whether or not Invoco Ltd was advised or aware of the possibility of such damage, losses or expenses.
18. Call Recording
By using our call recording service you agree to abide by current laws and regulations relating to such use. The total storage capacity of recorded files shall not exceed 1 gigabyte. This equates to approximately 3,000 hours of recorded voice. Recorded files older than 3 months shall be automatically removed.
19. 0800 freephone numbers
Our freephone numbers are free to call from most landline and mobile providers, although some networks may charge. Calls cannot be made to our freephone numbers from payphones.
20. 0871 premium rate numbers
0871 numbers are classed as premium rate and regulated by the Phone-paid Services Authority (PSA). Depending on how you intend to use the 0871 number, you may have to register with the PSA to operate the service. In general, numbers used for customer service or technical support lines are not required to register. For further information please check the PSA website www.psauthority.org.uk.
Invoco Ltd reserve the right to occasionally call active 0871 numbers to ensure they are being used for their intended purpose.
21. Direct Debit
The minimum monthly charge when using Direct Debit is 85p (ex VAT). If your monthly invoice is less than this amount it will be rounded up to 85p (ex VAT).
The maximum monthly limit for call charges when using Direct Debit is £50.00 (ex VAT). This can be increased at the discretion of Invoco Ltd and may involve a credit check.
22. Code of Practice for Complaints Handling
If you have a problem with your service please contact the Support Team on 01527 306 001 Monday to Friday, 9am-5pm or email us at firstname.lastname@example.org. Our team will work with you to resolve your problem as quickly and professionally as possible.
However, if you are unhappy with any aspect of our service and would like to raise a formal complaint please email email@example.com. We will send you the Complaints Form to complete and return to us in order to gather the information necessary to evaluate and resolve your complaint. We will endeavour to provide you with a formal response within 10 working days.
If, after eight weeks you are still unhappy with our handling of your complaint, you are entitled at no cost to yourself, to refer your complaint to CISAS, an independent dispute resolution service. CISAS will make an independent decision based on the merits of your case.
Further information on CISAS can be found on their website www.cisas.org.uk.