Fair Use Policy

1. Who this applies to

This policy applies to every Silux Call account on a paid plan. It applies to accounts opened on or after 5 November 2026 straight away, and to accounts opened before that date from 7 December 2026.

2. Incoming calls are always unlimited

Calls your customers make to your numbers are never counted, never limited and never refused because of this policy. Calls to 999 and 112 are never affected.

3. Outgoing minutes included each month

“Unlimited UK calls” means unlimited within the following fair-use minutes each billing month, for outgoing calls to UK landlines, UK mobiles and UK freephone numbers:

That is more than most UK businesses use: on Plus, 4,000 minutes is around three hours of outgoing calls every working day.

4. How minutes are counted

• One total for the whole account. Every outgoing call from every line, user, extension, mobile app, desktop app, browser softphone, desk phone, call forward and API call on your account counts towards the same monthly total. If three of your lines are on calls at the same time, all three calls count.
• Each call is counted in whole minutes, rounded up per call.
• Your month runs from your billing date. The count, warnings and any extra minutes bought start again each month. Unused minutes do not carry over.
• You can see your minutes at any time in your dashboard under Minutes & top-ups.

5. Calls at once

Each plan includes the number of outgoing calls at once shown above, for all your lines together. If every one is in use, a further outgoing call cannot be made until one ends, and the caller hears that all lines are busy. Incoming calls are never refused for this reason. You can add calls at once at any time by adding a landline (£5.99 a month, +1 call at once) or moving to a larger plan.

6. A busy month

• 80%: we let you know, with options to top up or add a line.
• 100%: we let you know again. You can keep calling while you decide.
• 120%: outgoing calls pause until you top up, add a line or upgrade. Incoming calls and 999 keep working. Calls restart within 5 minutes of a top-up.

Top-ups are one-off payments with no subscription: 500 minutes £1.99, 1,000 minutes £2.99, 2,000 minutes £4.49 (prices excluding VAT), added to the current month straight away. On Entry, outgoing calls pause at 100% of the included minutes, as before.

7. Use that is not covered

Our plans are not designed for call centres, telemarketing, lead generation, auto-dialler or predictive-dialler use, resale of calls, or any use with a similar volume or pattern (see section 3b of our Terms of Service). Calls must be made by a person or, through our API, started at a person’s request. We may contact you to agree suitable pricing, and may restrict the service under our Terms if use is clearly outside this policy. Our Acceptable Use Policy also applies.

8. Changes

We may change the figures in this policy with at least 30 days’ notice by email. If a change is to your disadvantage, you may cancel without penalty before it takes effect.

9. Questions

Contact support@siluxcall.co.uk or see Minutes & top-ups in our Help Centre.