Terms of Service

Acceptance

By creating an account, placing an order, or using any Silux Call service, you agree to these Terms and to our Acceptable Use Policy, Privacy Policy, Cookies Policy, Refund & Cancellation Policy, Service Level Agreement and Data Processing Agreement. If you do not agree, you must not use the service. Our Complaints Code of Practice, Security and Accessibility statements explain how we look after you. Affiliate partners also agree to the Affiliate Programme Terms.

1. Account

You confirm you are at least 18 and legally able to enter contracts on behalf of the organisation you represent. You are responsible for keeping credentials secure and for all activity on your account.

2. The service

Silux Call is a hosted VoIP / PBX service. We make commercially reasonable efforts to keep the service available but do not guarantee uninterrupted operation. Any availability commitment is in our SLA.

3. Fees

Every plan includes 1 UK landline and a set number of users. A landline is a UK geographic (01/02) number; a user is a person who signs in, with their own extension and the apps.

• Each plan is charged at its monthly price, which includes 1 landline and the number of users shown on our pricing page at the time you order (for example, Plus includes 3 users and 1 landline).
• Each extra landline is charged at the extra-landline price shown on our pricing page (currently £5.99 a month) and adds one more call at a time.
• When you order, you choose one UK number for each landline.

Fees are billed monthly (or annually, where offered) in advance via Stripe. Your card is stored securely by Stripe (we never see or keep your full card number) and is charged automatically each month until your subscription ends. Calls beyond a plan's included minutes are charged per minute and added to your next invoice. All prices are in GBP and exclude VAT unless stated; UK VAT at 20% is added.

3a. 99p introductory offer (Plus)

Where offered, the Plus plan is 99p a month for the first 2 months. The offer is available once per person, household and business, and a card is required.

The offer carries a minimum term of 3 months: 2 months at 99p, then at least 1 month at the standard Plus price. You cannot cancel during these first 3 months. After the minimum term, the normal 30 days’ notice in section 7 applies. Extra landlines are charged at the standard price from the start. If you are a consumer, your statutory 14-day cooling-off right (see our Refund & Cancellation Policy) is not affected.

3b. Call centres and high-volume calling

Our standard plans and prices are designed around the everyday calling of small and medium-sized businesses. They are not intended for call centres, contact centres, telemarketing or outbound sales teams, lead-generation services, auto-dialler or predictive-dialler use, or any other business whose calling is of a similar volume or pattern (“high-volume use”). The standard pricing structure does not apply to high-volume use.

If your business falls into one of these categories, please contact us before ordering and we will put together a plan and price suited to your requirements.

If we reasonably believe an account on a standard plan is being used for high-volume use, we will contact you to agree the correct plan. We may restrict or suspend the service until suitable pricing is in place. Charges already incurred remain payable.

3c. Fair use, minutes and calls at once

“Unlimited UK calls” on our plans means unlimited within the fair-use outgoing minutes in our Fair Use Policy, which forms part of these Terms. In summary: Entry includes 2,000 outgoing UK minutes a month; Plus, Growth and Pro include 4,000, 6,000 and 10,000 fair-use minutes a month; each extra landline adds 2,000 on Plus, Growth and Pro. All outgoing calls from every line, user, device, forward and API call on your account count towards one monthly total. Incoming calls are never counted or limited.

Each plan includes a number of outgoing calls at once (Entry 1, Plus 2, Growth 3, Pro 5, plus 1 for each extra landline). When all are in use, a further outgoing call cannot be made until one ends. Incoming calls and calls to 999 and 112 are never refused for this reason.

We will tell you at 80% and 100% of your fair-use minutes. At 120%, outgoing calls pause until you buy extra minutes, add a landline or upgrade. On Entry, outgoing calls pause at 100% of the included minutes. This section applies to accounts opened before 5 November 2026 from 7 December 2026.

4. Free trial

New accounts start a 7-day free trial. Accounts opened before 23 October 2026 keep the 14-day trial they signed up on. There is no permanently free plan. One trial only: we allow a maximum of one free trial per person, per household, per business and per location. That means a second trial cannot be started from the same address, the same premises, the same company (including a group, subsidiary, sister company or trading name of it), or by a different person at the same site. We detect repeat signups using the IP address, the billing and service address, company details and a first-party device identifier, and we may refuse or end a trial on that basis. If you believe a refusal is wrong — for example your office or mobile network shares one public IP address with other, unconnected businesses — contact support and we will review it.

Greetings on the free trial: to prevent misuse, free-trial accounts can change their greetings (welcome greeting, call menu messages and voicemail greeting) once every 7 days. Paid plans have no such limit.

During a trial we allocate you a UK landline number at random from a pool reserved for trials. You do not choose your trial number — only paid plans select their own number. The trial number remains our property throughout.

Waiting for a trial number: if no trial number is free when you sign up, you join a queue and your trial days do not start until a number is offered to you and you press Start. An offered number is held for you for 3 days; if you do not start your trial in that time, the offer lapses and the number is terminated.

Trials must be used: if your trial number is not used for 3 days, the number is terminated and your trial ends. A trial that has ended cannot be restarted, and you cannot take another free trial; to carry on, order a paid plan.

We will remind you by SMS and email when 3 days, 2 days and 1 day of your trial remain. When your trial period ends, your line is disconnected automatically and the trial number is terminated, unless you have ordered a paid plan before then. Once terminated, the number cannot be recovered. To keep uninterrupted service, and to keep a number permanently, order a paid plan before your trial ends.

5. Acceptable use

You must not use Silux Call to commit fraud, send spam, generate robocalls, originate scam calls, or violate any law. Detailed in our Acceptable Use Policy. We may suspend service for breach.

5a. Audio you upload (hold music, greetings and announcements)

You can upload your own audio to Silux Call, including hold music, greetings and announcements. You are solely responsible for everything you upload.

By uploading audio, you confirm that:

• you own it, or hold every licence and permission needed to play it to callers on a business phone system, including a public performance licence (such as TheMusicLicence from PPL PRS Ltd) where commercial music is used; and
• it does not infringe anyone’s copyright, trade mark or other rights, and does not break any law.

Silux Call does not check uploaded audio. We accept no responsibility or liability for any unauthorised use of copyrighted or other protected material that you upload. You agree to compensate Silux Control UK Ltd for any claims, losses, costs or fines that result from audio you upload. We may remove any audio without notice if we receive a complaint, or reasonably believe it infringes someone’s rights or breaks these Terms.

Music in our System Library is provided for use on Silux Call while you are a customer.

6. Number porting

UK landline porting is supported on paid plans only, once your first payment has been taken; it is not available on the free trial. To port in we require the numbers, the installation address, a recent bill and a signed letter of authority; the timescale depends on your current provider releasing the number. Porting in is free on every paid plan; porting out is always free and we release a number within 24 hours of a valid request, in line with Ofcom rules.

7. Cancellation and termination

You can cancel with 30 days’ notice, from your dashboard (Billing) or by contacting support. Your service continues, and your monthly payment is still taken, until the end of the billing month in which the 30 days’ notice ends; nothing is charged after that. You can withdraw your notice at any time before the service ends.

If you took the 99p introductory offer, you cannot cancel until its 3-month minimum term has ended (section 3a); 30 days’ notice then applies.

We may terminate with 30 days’ notice, or immediately for serious breach of these Terms or our Acceptable Use Policy. On termination we will, on request, return or delete your data within 30 days, subject to retention obligations under HMRC and lawful-interception rules.

8. Liability

Our aggregate liability for any 12-month period is capped at the fees paid by you in that period. We are not liable for indirect or consequential losses (loss of profit, business interruption) except where excluded by law.

9. Changes

We may amend these Terms with 30 days’ notice by email and on this page.

10. Governing law

These Terms are governed by the laws of England & Wales. The courts of England have exclusive jurisdiction.