Service Terms of Use

1. About these terms

These Service Terms form a binding contract between you and VoicePro Plus Limited, a company incorporated in England and Wales with company number 14520016, whose registered office is in London, United Kingdom ("VoicePro", "we", "us"). You ("you", "your") accept these terms by ticking the consent checkbox during account creation.

You should also read our Privacy Policy and our Acceptable Use Policy, which form part of this contract. The Website Terms (separately) cover your use of our public website.

These terms are written in English. If you registered from a country where another language is the primary language, a translation may be provided for convenience only - the English version controls.

2. Eligibility & your account

You must be at least 18 years old to hold a VoicePro Plus account. The mobile number you register must be one you lawfully control. By ticking the consent checkbox, you confirm both.

You are responsible for keeping your account credentials and recovery devices secure. We strongly recommend turning on two-factor authentication and registering a backup email. If you suspect your account has been compromised, contact security@voicepro.plus immediately.

You may hold only one personal consumer account. Business accounts (Business+) are separate and have additional terms communicated at the point of sale.

We may close or suspend an account for serious or repeated breach of these terms, or where we are legally required to do so. We will normally give you written notice and an opportunity to remedy the issue, except in cases of fraud, suspected money-laundering, threats to safety, or where law prohibits notice.

3. What VoicePro Plus does

We provide an electronic communications service that lets you buy and use mobile plans, eSIMs, and virtual phone numbers, and a stored-value wallet for paying for those services and for sending money between VoicePro Plus users.

We are an over-the-top provider; we do not operate the underlying mobile network in the United Kingdom. Mobile services are provided in partnership with our wholesale carrier partners. Virtual numbers are provided in partnership with a third-party numbering provider. Their network outages and policies may affect the service.

The exact features available to you depend on the plan you choose, your country, and whether identity verification has been completed.

4. Plans, charges and renewals

Each plan you buy lists its price, data allowance, validity period and renewal behaviour at the point of sale. You agree to pay the listed price for the plan at the time of purchase.

Some plans renew automatically. Auto-renew is opt-in and shown clearly on the plan card. You can switch auto-renew off at any time in My Plan or Settings. If we cannot collect payment when the plan renews, the plan will lapse and we will notify you.

Prices include UK VAT where applicable. VoicePro Plus Limited is VAT-registered (GB 454 1650 04). Charges to non-UK customers may include or exclude local taxes depending on jurisdiction.

We may change the price of a plan that renews automatically. We will give you at least 30 days written notice before the change takes effect, with a no-cost option to cancel renewal during that period.

5. Your right to cancel

If you are a consumer and you buy from us at a distance (online or in the app), you have the right to cancel within 14 days of entering the contract, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you ask us to start a service within that 14-day period, you may be charged for what you have used up to the point you cancel, and once a service has been fully performed at your request the right to cancel that service may be lost. To cancel, contact us at help@voicepro.plus before the 14 days end.

6. Leaving us and keeping your number

You can leave VoicePro Plus at any time. To move your number to another provider, ask us for a PAC (Porting Authorisation Code); to leave without moving your number, ask us for a STAC (Service Termination Authorisation Code).

You can request either code from within the app or by contacting us, and we will provide it in line with Ofcom rules. Switching away from us is free.

7. eSIM provisioning

When you purchase an eSIM, we generate an activation code (LPA code) and deliver it to you in-app, by email, and as a QR code. The eSIM is bound to your VoicePro Plus account.

You are responsible for installing the eSIM on a compatible device. Most modern smartphones support eSIM; we maintain a compatibility list and will warn you at checkout if your declared device is not supported.

You may transfer an eSIM between your own devices subject to the limits set by the underlying carrier (typically 5 transfers per profile). Re-installation may require a new QR code, which we will issue at no charge.

You may not resell, rent, or commercially sub-licence an eSIM to a third party.

8. Virtual numbers

Virtual numbers are leased on a monthly basis. Inbound calls and SMS to the number are routed to your VoicePro Plus account.

Number availability, pricing and regulatory restrictions vary by country. Some countries require local address verification; you agree to provide accurate information where requested.

Misuse of a virtual number - including but not limited to robo-dialling, telemarketing without consent, fraud, identity impersonation, or violation of the receiving country's telecoms regulations - will result in immediate suspension of the number and may result in account termination and reporting to law enforcement.

If you stop paying for a virtual number, the number is returned to the carrier's pool. We cannot guarantee re-allocation of the same number.

9. Wallet

The VoicePro Plus wallet is a stored-value account denominated in pounds sterling (GBP) by default. It is used to pay for plans and to transfer value to other VoicePro Plus users via the Pay Link feature.

The consumer wallet is not yet open to the public. When it launches, its safeguarding arrangements and the full terms that apply to money held in it will be set out here. Wallet balances are not protected by the Financial Services Compensation Scheme (FSCS).

You can withdraw your wallet balance at any time by initiating a payout to a UK bank account in your name. We may apply fraud-prevention holds of up to 5 working days on first withdrawals or on suspicious activity.

If an account is inactive for a long period, we will contact you before taking any action on your balance and always give you the chance to withdraw your money first. We will not forfeit money you are entitled to reclaim.

We do not pay interest on wallet balances.

10. VPXN rewards

VPXN are loyalty reward tokens issued by VoicePro Plus. They are earned through eligible actions (top-ups, plan purchases, referrals, daily check-ins).

VPXN are not money, not legal tender, not a financial product, and not a security. They have no guaranteed redemption value. We may change the rate at which they are issued, the actions that earn them, and the rate at which they are redeemed for benefits.

Accumulated VPXN will become redeemable for benefits within the app as redemption features launch; the available redemption options and their VPXN costs are set by VoicePro Plus and may change.

We may cancel VPXN earned by fraud, exploitation of a bug, or other breach of these terms.

11. Crypto deposits

Crypto deposit features are not yet available to consumers. When offered, depositing Bitcoin (BTC), Ether (ETH) or USDT may involve an additional agreement with a third-party custody provider, and any conversion to or from GBP would use the rate quoted at the time of the transaction, which can change between quote and execution due to volatility. The full terms will be set out here before the feature launches.

Crypto-asset values are volatile. You may lose money. We do not provide investment advice and you should not treat any feature of the app as financial advice. If you are unsure about your tax position on crypto disposals, consult a qualified adviser.

Crypto deposits, transfers, and disposals are not regulated by the Financial Conduct Authority. The FSCS does not protect crypto-asset balances.

We are required to perform identity verification and source-of-funds checks under the Money Laundering Regulations 2017. We may refuse or reverse a transaction where we cannot complete those checks to our satisfaction.

12. Acceptable use

You agree to use the service in compliance with all applicable laws and regulations, and in line with our Acceptable Use Policy, which is incorporated into these terms.

You will not: use the service to send unlawful, misleading, threatening, harassing, defamatory or grossly offensive content; spam any individual or business; commit fraud or attempt to obtain a benefit by misrepresentation; perform brute-force, denial-of-service or other attacks against our systems or any third-party system; circumvent our security, rate limits or fraud-prevention controls; or attempt to reverse-engineer, decompile or otherwise tamper with the VoicePro Plus app.

You will not use the service to facilitate a regulated activity (e.g. financial advice, payment intermediation, gambling) that you are not separately authorised to perform.

Breach of acceptable use may result in immediate suspension, account closure, refund withholding (where lawful), and reporting to law enforcement.

13. Security, fraud and our safeguards

You are responsible for protecting your account credentials and your registered devices. We will not be liable for losses arising from credentials shared, written down, or guessable.

If you notice a transaction you did not authorise, contact security@voicepro.plus within 13 months of the transaction. We will investigate without charge under the Payment Services Regulations 2017.

We operate automated fraud-prevention systems that may pause transactions or temporarily suspend account features. Where this happens we will notify you and aim to resolve within 24 hours, unless investigation requires longer.

We maintain logs of authentication events, transactions, and certain communications for security and compliance purposes. Our retention practices are set out in the Privacy Policy.

14. Changes to these terms

We may amend these Service Terms from time to time. Where the change is material - for example, a change to pricing of a renewing plan, withdrawal of a feature, or a change that materially affects your rights - we will notify you by email and in-app at least 30 days in advance.

If you do not accept the change, you may close your account before the change takes effect and we will refund any unused pre-paid period on a pro-rata basis.

Minor changes (formatting, clarifications, correction of typos, addition of optional features) take effect immediately on publication. The "version" field on this page records the most recent material update.

15. Your statutory rights

Nothing in these terms affects your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015. Where any term in this agreement conflicts with those rights, your statutory rights prevail.

16. Liability

Nothing in these terms limits or excludes our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; or any other liability that cannot lawfully be limited.

Subject to the above: our total aggregate liability to you under or in connection with these terms - whether in contract, tort (including negligence), breach of statutory duty, or otherwise - is limited to the greater of (a) £100 or (b) the total amounts paid by you to us in the 12 months preceding the event giving rise to the claim.

We are not liable for any losses arising from: a failure or delay of an underlying carrier network we do not operate; your loss or compromise of credentials; circumstances beyond our reasonable control (force majeure); or business losses, loss of profit, loss of revenue, loss of expected savings, or loss of opportunity.

You agree to indemnify us against losses, expenses and reasonable legal costs arising from your breach of these terms or any unlawful use of the service.

17. Governing law and disputes

These terms are governed by the laws of England and Wales.

Any dispute arising from or in connection with these terms will be subject to the exclusive jurisdiction of the courts of England and Wales. If you live elsewhere in the United Kingdom, you may bring proceedings in your local courts.

Before escalating a dispute to court, please contact us at help@voicepro.plus and give us 30 days to resolve it. If we cannot resolve it, you can follow the escalation process in our Complaints Code of Practice, which explains your right to refer an unresolved complaint to an independent, Ofcom-approved Alternative Dispute Resolution scheme.

18. Contact us

VoicePro Plus Limited, registered in England and Wales (company no. 14520016), VAT GB 454 1650 04.

General enquiries: help@voicepro.plus

Customer support: support@voicepro.plus

Security incidents: security@voicepro.plus

Postal: Please request a postal address in writing to help@voicepro.plus - we operate remotely.