Legal

Terms, policies, and service agreements.

These terms govern use of VoiceTel services. Customer's use of any Service constitutes acceptance of all applicable agreements below.

Last updated: 2026-05-10.

Contents

Acceptable Use Policy

Acceptable Use Policy of voicetel.com and related sites.

1. Acceptance of Terms

By using VoiceTel services ("Services"), including but not limited to VoIP origination, termination, messaging, and related offerings, Customer agrees to abide by this Acceptable Use Policy ("AUP") in conjunction with the Service Agreement. This AUP applies to all Customers and end-users.

2. Prohibited Uses

Customer shall not use, and shall not permit any user, customer, downstream customer, end user, system, application, or integration to use, the Services for: (a) unlawful activities; (b) violation of STIR/SHAKEN caller authentication requirements; (c) violation of FCC, CRTC, Ofcom, TCPA, CTIA, CAN-SPAM, GDPR, CCPA/CPRA, or equivalent laws, regulations, rules, or industry guidelines; (d) fraudulent, deceptive, misleading, abusive, harassing, harmful, or unauthorized practices; (e) unsolicited, unwanted, or non-consensual commercial communications; (f) spam, SMS bombing, phishing, smishing, vishing, spoofing, denial-of-service, malware, harmful content distribution, credential harvesting, or traffic pumping; (g) artificial inflation of traffic, revenue share abuse, access stimulation, or other abusive traffic generation; (h) use of numbers, sender IDs, caller IDs, campaigns, routes, or recipient lists associated with suspected fraud, illegal activity, or lack of consent; (i) content or traffic that violates carrier, aggregator, platform, registry, or third-party provider rules; or (j) any use that threatens the security, integrity, availability, reputation, deliverability, or operation of VoiceTel, its providers, carriers, aggregators, platforms, networks, customers, or end users.

3. Compliance with Law

Customer must comply with all applicable telecommunications, privacy, data protection, and consumer protection laws. Customer is solely responsible for ensuring its end-users comply with applicable law.

3A. Customer Responsibility for Users and Traffic

Customer is solely responsible for all traffic, content, communications, API requests, registrations, campaigns, sender IDs, numbers, routes, integrations, and other activity submitted to or transmitted through the Services by or on behalf of Customer, including activity by Customer's employees, contractors, agents, affiliates, customers, downstream customers, end users, systems, applications, or integrations. Any such activity will be deemed Customer's activity.

Customer shall maintain and enforce terms, policies, and controls with its own users, customers, downstream customers, and end users sufficient to ensure compliance with this AUP, all applicable Service-specific terms, applicable law, industry guidelines, carrier rules, platform rules, and third-party provider requirements.

4. Rights of VoiceTel

Violating this AUP, or any actual or suspected use that VoiceTel reasonably determines may violate applicable law, carrier rules, platform rules, third-party provider requirements, industry guidelines, or VoiceTel's fraud, security, compliance, or network integrity standards, grants VoiceTel the right to suspend, terminate, block, filter, reject, rate-limit, restrict, disable, or otherwise limit the Services, traffic, numbers, sender IDs, campaigns, routes, credentials, integrations, or account access, in whole or in part, with or without prior notice and without liability.

5. Disclaimer of Warranties

VoiceTel disclaims, to the maximum extent permitted by law, all warranties, express or implied. In no event shall VoiceTel or its affiliates be liable for indirect, special, incidental, or consequential damages.

6. Indemnification

Customer agrees to indemnify, defend, and hold harmless VoiceTel, its affiliates, officers, employees, contractors, and agents from and against any and all claims, damages, losses, liabilities, penalties, fines, costs, and expenses (including reasonable attorneys' fees and administrative fees) arising out of or related to Customer's use of the Services, violations of law, violations of this AUP, or actions of Customer's end users. Customer further agrees to promptly pay all fines, penalties, assessments, administrative fees, and legal expenses imposed by regulators, carriers, or third parties without offset, deduction, or delay.

7. Amendments

VoiceTel may update, modify, or amend this AUP at any time. Customer will be provided notice of material changes by email, portal posting, or other reasonable means. Customer's continued use of the Services after the effective date of any amendment constitutes acceptance. For regulatory or security compliance changes, VoiceTel may implement updates immediately without prior notice, but will provide notice as soon as practicable thereafter.

Origination Service Agreement

VoiceTel Origination Service Terms and Conditions.

1. Service Description

VoIP Origination enables inbound PSTN calls to Customer end users through VoiceTel's IP Network. DIDs may be provided or ported (via LNP). Calls are delivered over SIP interconnection. Customer may interconnect via public Internet or private arrangements.

2. Service Components

Origination includes: (a) originating markets; (b) interconnection; (c) IP addressing; (d) DID provisioning; (e) optional features such as LNP and CNAM delivery.

3. Customer Responsibilities

Customer shall: (a) maintain facilities to receive calls; (b) ensure compliance with CPNI obligations; (c) inform end-users of E911 limitations; (d) use Services for lawful purposes only.

4. Regulatory Compliance

Customer must comply with: (a) FCC STIR/SHAKEN requirements; (b) CPNI rules; (c) robocall mitigation database obligations; (d) lawful intercept obligations under CALEA or equivalent; (e) applicable data protection laws.

5. Limitation of Liability

VoiceTel is not liable for outages, delays, or call failures beyond its control. Liability is limited to direct damages not exceeding charges paid in the month prior to claim. No consequential damages apply.

6. Indemnification

Customer agrees to indemnify, defend, and hold harmless VoiceTel, its affiliates, officers, employees, contractors, and agents from and against any and all claims, damages, losses, liabilities, penalties, fines, costs, and expenses (including attorneys' fees and administrative fees) arising from Customer's use of Origination Services, regulatory violations, or end-user actions. Customer further agrees to promptly pay all fines, penalties, assessments, administrative fees, and legal expenses imposed by regulators, carriers, or third parties without offset, deduction, or delay.

7. Termination

VoiceTel may suspend or terminate service for breach, fraud, or regulatory enforcement actions.

8. Amendments

VoiceTel may update, modify, or amend this Origination Agreement at any time. Customer will be provided notice of material changes by email, portal posting, or other reasonable means. Customer's continued use of the Services after the effective date of any amendment constitutes acceptance. For regulatory or security compliance changes, VoiceTel may implement updates immediately without prior notice, but will provide notice as soon as practicable thereafter.

Termination Service Agreement

VoiceTel Termination Service Terms and Conditions.

1. Service Description

Customer contracts for wholesale VoIP termination services with VoiceTel. Services may be tariffed where applicable. In the event of conflict, tariffs prevail.

2. Term

Initial Service term is one (1) month, automatically renewing unless terminated with thirty (30) days' notice.

3. Customer Responsibilities

Customer shall: (a) ensure traffic is lawful and non-fraudulent; (b) comply with STIR/SHAKEN caller ID authentication; (c) prevent spoofing, robocalls, or fraudulent traffic; (d) remain liable for fraudulent or hacked traffic originating from Customer systems.

4. Regulatory Compliance

Customer acknowledges responsibility for compliance with: (a) FCC robocall mitigation; (b) international equivalents (CRTC, Ofcom); (c) number portability rules; (d) tariff obligations where applicable.

5. Amendments and Acceptance

Electronic acceptance, including web-based click-through or e-signatures, constitutes valid agreement under ESIGN Act (U.S.) and eIDAS (EU). Email or instant messaging is not sufficient for amendments unless expressly acknowledged by VoiceTel.

6. Limitation of Liability

VoiceTel's liability is limited to direct damages not exceeding amounts paid in the month prior to claim. No liability for indirect, incidental, or punitive damages.

7. Indemnification

Customer agrees to indemnify, defend, and hold harmless VoiceTel, its affiliates, officers, employees, contractors, and agents from and against any and all claims, damages, liabilities, penalties, fines, costs, and expenses, including legal and administrative fees, arising from use of Termination Services, violations of law, regulatory enforcement, or fraudulent traffic. Customer shall promptly pay all fines, penalties, assessments, administrative fees, and legal costs imposed by regulators, carriers, or third parties without offset, deduction, or delay.

8. Termination Rights

VoiceTel may suspend or terminate Services for breach, non-payment, regulatory enforcement, or excessive fraudulent traffic.

9. Amendments

VoiceTel may update, modify, or amend this Termination Agreement at any time. Customer will be provided notice of material changes by email, portal posting, or other reasonable means. Customer's continued use of the Services after the effective date of any amendment constitutes acceptance. For regulatory or security compliance changes, VoiceTel may implement updates immediately without prior notice, but will provide notice as soon as practicable thereafter.

Messaging Service Agreement

VoiceTel Messaging Service Terms and Conditions.

1. Service Description

VoiceTel provides wholesale SMS and MMS services to facilitate enterprise and A2P messaging.

2. Compliance

Customer is solely responsible for compliance with all laws, regulations, rules, industry guidelines, carrier requirements, aggregator requirements, platform rules, and third-party provider requirements applicable to Customer's messaging, campaigns, senders, numbers, recipients, content, and use of the Messaging Services, including without limitation TCPA, CTIA guidelines, CAN-SPAM, CCPA/CPRA, GDPR, 10DLC requirements, toll-free messaging verification requirements, international marketing consent rules, opt-in/opt-out requirements, do-not-call and do-not-message rules, and all applicable consumer protection, privacy, telecommunications, and data protection laws.

Customer shall obtain, document, maintain, and honor all required opt-ins, consents, authorizations, registrations, disclosures, and approvals before sending or causing any message to be sent. Customer must provide clear opt-out instructions where required, must honor STOP, HELP, CANCEL, END, QUIT, OPTOUT, UNSUBSCRIBE, and similar recipient requests, and must immediately cease messaging any recipient who has opted out or revoked consent.

Customer shall maintain complete and accurate records of consent, opt-in source, opt-in language, timestamps, recipient information, campaign details, sender details, opt-outs, and related compliance evidence. Customer shall provide such records to VoiceTel upon request within the timeframe requested by VoiceTel, a carrier, aggregator, platform, provider, regulator, governmental authority, or other applicable third party.

3. Prohibited Content

Messaging shall not include or promote spam, unsolicited messages, non-consensual messages, spoofed sender IDs, fraudulent content, deceptive content, misleading content, phishing, smishing, vishing, malware, credential harvesting, illegal activity, abusive content, harassing content, hate or violent content, unlawful debt collection, traffic pumping, artificial traffic generation, or restricted SHAFT categories without prior written approval where such approval is permitted. VoiceTel may reject, block, filter, suspend, or terminate any content, sender, campaign, number, route, account, or traffic source that VoiceTel reasonably determines may violate this Agreement, applicable law, carrier rules, platform rules, industry guidelines, third-party provider requirements, or VoiceTel's acceptable use, fraud, security, or compliance standards.

4. Delivery

VoiceTel does not guarantee delivery, timing, routing, completion, acceptance, registration, verification, approval, throughput, deliverability, or availability of any message, campaign, sender, number, route, registration, template, or Messaging Service component. Customer acknowledges that messages, campaigns, senders, numbers, templates, and routes may be filtered, blocked, delayed, rejected, throttled, suspended, or otherwise restricted by VoiceTel, carriers, aggregators, platforms, providers, regulators, governmental authorities, end users, devices, or other third parties.

VoiceTel, carriers, aggregators, platforms, and providers may monitor, scan, filter, block, reject, delay, throttle, rate-limit, suspend, or remove messages, campaigns, senders, numbers, routes, templates, or traffic to prevent fraud or abuse, protect recipients, maintain network integrity, comply with law, comply with third-party rules, or enforce this Agreement. VoiceTel shall not be liable for any false positive, filtering, blocking, rejection, delay, throttling, suspension, non-delivery, or failure of any message, campaign, sender, number, route, template, or traffic.

5. Fees and Fines

Customer agrees to pay all applicable fees, charges, taxes, surcharges, carrier pass-through costs, aggregator fees, platform fees, campaign registration fees, number fees, verification fees, compliance fees, lookup fees, regulatory fees, emergency fees, chargebacks, fines, penalties, assessments, administrative costs, investigation costs, legal expenses, and other amounts arising from or relating to Customer's messaging traffic, campaigns, registrations, senders, numbers, recipients, content, account, users, downstream customers, or use of the Messaging Services.

VoiceTel may pass through or adjust pricing for any fees, surcharges, fines, penalties, assessments, or costs imposed by carriers, aggregators, platforms, providers, governmental authorities, regulators, registries, or other third parties. Customer shall pay such amounts without offset, deduction, withholding, delay, or setoff.

6. Term and Termination

Messaging Services are provided month-to-month and are terminable by either party with thirty (30) days' notice unless otherwise agreed in writing. VoiceTel may immediately suspend, limit, block, filter, reject, rate-limit, disable, or terminate any Messaging Service, account, campaign, sender, number, route, traffic source, user, downstream customer, or integration, with or without prior notice, for regulatory violations, excessive complaints, excessive opt-outs, spam reports, fraud, suspected fraud, security risk, credential compromise, non-payment, failure to provide compliance documentation, violation of this Agreement, violation of carrier or platform rules, or if requested or required by any carrier, aggregator, platform, provider, regulator, governmental authority, or other third party.

7. Disclaimer and Liability

All warranties disclaimed to maximum extent permitted. VoiceTel's liability is capped at fees paid in the prior month. No consequential damages.

8. Indemnification

Customer agrees to indemnify, defend, and hold harmless VoiceTel, its affiliates, officers, employees, contractors, and agents from any and all claims, damages, liabilities, penalties, fines, costs, and expenses, including attorneys' fees and administrative fees, arising from its messaging content, practices, or violations of law or carrier policies. Customer further agrees to promptly pay all fines, penalties, assessments, administrative fees, and legal expenses imposed by regulators, carriers, or third parties without offset, deduction, or delay.

9. Amendments

VoiceTel may update, modify, or amend this Messaging Agreement at any time. Customer will be provided notice of material changes by email, portal posting, or other reasonable means. Customer's continued use of the Services after the effective date of any amendment constitutes acceptance. For regulatory or security compliance changes, VoiceTel may implement updates immediately without prior notice, but will provide notice as soon as practicable thereafter.

Messaging Compliance and Abuse Prevention

VoiceTel follows CTIA, carrier, and FCC messaging standards to protect consumers from spam, fraud, phishing, and unwanted SMS traffic. All Customers sending SMS or MMS traffic through VoiceTel are required to comply with these industry regulations and best practices. Failure to comply may result in message blocking, campaign suspension, carrier fines, or immediate termination of messaging services. A non-binding operational guide covering the same standards is published at /support/messaging/compliance/.

1. Industry Standards and Governing Bodies

VoiceTel messaging policies are based on guidance and enforcement standards established by:

  • CTIA Messaging Principles and Best Practices
  • FCC Telephone Consumer Protection Act (TCPA)
  • Mobile carrier A2P 10DLC policies
  • The Campaign Registry (TCR)
  • Carrier anti-spam and anti-phishing frameworks

These standards apply to all Application-to-Person (A2P) messaging traffic, including marketing messages, appointment reminders, customer support notifications, account alerts, verification codes (OTP / 2FA), and conversational business messaging.

2. Prior Express Consent and Opt-In

Customers must obtain clear consumer consent before sending SMS messages. Valid opt-in methods include web forms, checkout consent checkboxes, keyword opt-ins (e.g. Text JOIN to 55555), paper forms, recorded verbal consent, and IVR systems. Consent records must be retained and provided to VoiceTel, a carrier, an aggregator, a platform, a provider, a regulator, or a governmental authority upon request.

3. Required Disclosure Language

Consumers must be informed of message frequency, message and data rates, brand or business identity, STOP instructions, HELP instructions, and Terms and Privacy Policy references. Example disclosure:

By providing your phone number, you agree to receive recurring SMS messages from VoiceTel. Msg & data rates may apply. Reply STOP to opt out, HELP for help.

4. Message Structure

Carriers expect messages to be transparent, identifiable, and consistent with the registered campaign use case. Messages must clearly identify the business or brand, include opt-out instructions on marketing messages (STOP, UNSUBSCRIBE, CANCEL, END, QUIT), support HELP responses, match the approved campaign purpose, avoid deceptive or misleading language, avoid URL obfuscation or hidden redirects, and avoid impersonation of banks, carriers, or government entities.

5. Prohibited Content

The following traffic categories are prohibited or heavily restricted by carriers and may result in immediate blocking or fines:

  • Phishing and smishing. Messages attempting to steal credentials, payment information, or personal data, including fake banking alerts, credential harvesting, and account takeover scams. Carrier penalties may exceed $2,000–$5,000 per violation.
  • Fraudulent or deceptive messaging. Impersonation, fake package delivery notices, gift card scams, fake job offers, and crypto investment scams.
  • Illegal substances. Illegal drugs, drug paraphernalia, federally illegal cannabis promotion, and synthetic drugs.
  • SHAFT content. Sex, hate, alcohol, firearms, and tobacco content may require special carrier approval, age gating, or may be prohibited entirely depending on carrier rules and jurisdiction.
  • High-risk financial services. Payday loans, short-term high-interest loans, debt consolidation spam, credit repair scams, and lead generation for financial products are typically prohibited or heavily restricted.

6. Violations and Carrier Enforcement

Mobile carriers actively monitor SMS traffic for abuse, spam, phishing, and policy violations. Enforcement actions may occur without warning. Common violations include:

  • Sending without consent. Carrier blocking, campaign suspension, TCPA litigation exposure, and fines up to $500–$1,500 per message.
  • Snowshoeing and number rotation. Using multiple numbers to evade filtering systems. Carrier fines may reach $1,000 or more per violation.
  • URL abuse. Public URL shorteners, mismatched domains, suspicious redirects, and malware links.
  • Excessive complaints or opt-out rates. Message filtering, throughput reduction, carrier audits, and campaign termination.
  • Misrepresentation of campaign purpose. Traffic that differs from the registered A2P campaign may be immediately suspended.

7. Carrier Fine Pass-Through

VoiceTel reserves the right to pass through any carrier-imposed penalties, fines, or enforcement fees resulting from Customer-generated traffic violations. Potential carrier fines include:

  • Phishing or smishing — $2,000–$5,000 per incident.
  • Spam or unwanted messaging — $500–$1,500 per message.
  • Snowshoeing or evasion — $1,000+ per violation.
  • SHAFT policy violations — immediate suspension plus possible fines.
  • Unregistered A2P traffic — blocking and carrier penalties.

VoiceTel may also suspend or terminate services immediately for severe or repeated abuse violations. Customer shall pay all such amounts without offset, deduction, withholding, delay, or setoff.

8. Customer Responsibilities

To maintain healthy message delivery and avoid carrier filtering, Customer shall obtain documented consent before messaging, clearly identify its brand, keep content relevant and expected, include STOP instructions where required, honor opt-outs immediately, register all A2P campaigns properly, use branded domains in links, avoid misleading urgency or deceptive language, and monitor complaint and opt-out rates.

9. Additional Resources

10. Amendments

VoiceTel may update, modify, or amend this Messaging Compliance and Abuse Prevention policy at any time. Customer will be provided notice of material changes by email, portal posting, or other reasonable means. Customer's continued use of the Services after the effective date of any amendment constitutes acceptance. For regulatory, carrier, or security compliance changes, VoiceTel may implement updates immediately without prior notice, but will provide notice as soon as practicable thereafter.

Privacy Policy

1. Principles

VoiceTel respects your privacy. This policy complies with GDPR, CCPA/CPRA, and other applicable frameworks.

2. Data Collection and Use

Data is collected only for lawful, disclosed purposes. Processing is based on consent, contract, or legal obligation.

3. User Rights

  • GDPR: rights of access, rectification, erasure, restriction, portability, and objection.
  • CCPA/CPRA: rights to know, delete, correct, opt-out of sale/sharing.

Requests must be submitted through designated channels.

4. Retention

Personal data is retained only as long as necessary for contractual or legal purposes.

5. Security

VoiceTel applies appropriate technical and organizational measures to safeguard data.

6. Disclosure and Transfers

Data may be disclosed to affiliates, vendors, or authorities as legally required. Cross-border transfers follow GDPR-approved mechanisms.

7. Marketing

Marketing communications require explicit consent. Users may withdraw consent at any time. Necessary service communications may not be opted out of.

8. Indemnification

Customer agrees to indemnify VoiceTel from any claims, regulatory actions, or penalties arising from Customer's misuse of personal data or failure to comply with applicable privacy laws. Customer shall be responsible for promptly paying all resulting fines, penalties, administrative costs, and legal expenses without offset, deduction, or delay.

9. Amendments

VoiceTel may update, modify, or amend this Privacy Policy at any time. Customer will be provided notice of material changes by email, portal posting, or other reasonable means. Customer's continued use of the Services after the effective date of any amendment constitutes acceptance. For regulatory or security compliance changes, VoiceTel may implement updates immediately without prior notice, but will provide notice as soon as practicable thereafter.

Permission to Contact

By providing information, Customer consents to being contacted by VoiceTel via voice, SMS, MMS, email, or mail for operational and contractual purposes. Marketing communications require express consent in compliance with TCPA, GDPR, and CCPA/CPRA. Users may opt out of marketing at any time. Service-related communications remain mandatory as permitted by law.

Indemnification

Customer agrees to indemnify VoiceTel for any claims, penalties, or costs related to consent violations or unauthorized communications arising from its accounts. Customer shall promptly pay all fines, penalties, administrative fees, and legal expenses resulting from such violations without offset, deduction, or delay.

Amendments

VoiceTel may update, modify, or amend this Permission to Contact section at any time. Customer will be provided notice of material changes by email, portal posting, or other reasonable means. Customer's continued use of the Services after the effective date of any amendment constitutes acceptance. For regulatory or security compliance changes, VoiceTel may implement updates immediately without prior notice, but will provide notice as soon as practicable thereafter.

Master Service Agreement (Billing & Payment)

1. Billing and Payment

Customer shall pay all fees and charges in accordance with the applicable rate schedule and invoices issued by VoiceTel. Invoices are due and payable within thirty (30) days of the invoice date unless otherwise agreed in writing.

2. Prepaid Services

(a) Prepaid accounts. Customer may elect to maintain a prepaid balance with VoiceTel to be applied toward Services. Prepaid funds will be debited as usage occurs.

(b) Availability of balance. Any prepaid balance will remain available for Customer's use until the account is terminated.

(c) Forfeiture. Upon account closure or termination for any reason, any unused prepaid balance shall be forfeited.

(d) No refunds or transfers. Prepaid balances are non-refundable, non-transferable, and do not accrue interest. Customer shall have no right to redemption or refund of any unused balance.

3. Late Payments

Any undisputed amounts not paid when due shall accrue interest at the rate of 1.5% per month or the maximum rate allowed by law, whichever is less. Customer shall also be liable for all reasonable costs of collection, including attorneys' fees.

4. Taxes and Surcharges

Customer shall be responsible for all applicable taxes, duties, regulatory fees, surcharges, and governmental assessments arising from use of the Services, excluding taxes based on VoiceTel's net income.

5. Billing Disputes

Customer must notify VoiceTel in writing of any billing dispute within thirty (30) days of invoice date. Undisputed portions must be paid when due. Failure to timely dispute constitutes waiver of the claim.

6. Suspension and Termination for Non-Payment

VoiceTel may suspend or terminate Services upon five (5) days' written notice if Customer fails to pay undisputed amounts when due. Suspension or termination does not relieve Customer of payment obligations.

7. Credit Terms

VoiceTel may require security deposits, prepayments, or other credit assurances as a condition of providing Services. VoiceTel may change credit terms at any time based on Customer's payment history or creditworthiness.

8. Currency

All fees and payments shall be made in U.S. dollars unless otherwise agreed in writing.

9. Survival

Billing, payment, and prepaid balance obligations survive termination of this Agreement until all outstanding amounts are paid in full or forfeited as described above.

API Services and Third-Party Provider Terms

1. Scope

This section applies to Customer's access to and use of any VoiceTel application programming interfaces, developer tools, portals, webhooks, software interfaces, integrations, documentation, dashboards, automation tools, messaging services, voice services, number services, lookup services, hosted services, and any related functionality made available by VoiceTel, whether accessed directly, indirectly, through an account, through Customer's systems, through an integration, or by any Customer user, employee, contractor, agent, customer, end user, or third party acting through Customer's account or credentials.

2. API License and Restrictions

Subject to Customer's compliance with this Agreement, VoiceTel grants Customer a limited, revocable, non-exclusive, non-transferable, non-sublicensable license during the applicable service term to access and use VoiceTel APIs, tools, dashboards, software interfaces, documentation, and related functionality solely for Customer's lawful internal business purposes and solely in connection with Customer's authorized use of the Services.

Customer shall not, and shall not permit any third party to: (a) copy, modify, reverse engineer, decompile, disassemble, scrape, or attempt to derive the source code, underlying structure, ideas, or algorithms of any VoiceTel API, software, system, or documentation; (b) resell, sublicense, distribute, lease, rent, timeshare, or otherwise make the Services available to any third party except as expressly authorized by VoiceTel in writing; (c) use the Services to build or support a competing service; (d) bypass, disable, interfere with, or circumvent any authentication, rate limit, usage limit, security control, compliance control, filtering, suspension, or access restriction; (e) use the Services in a manner that degrades, disrupts, burdens, or threatens the integrity, security, performance, or availability of VoiceTel, its providers, its carriers, its aggregators, or any third-party network or platform; or (f) use the Services for any unlawful, abusive, deceptive, fraudulent, harmful, or unauthorized purpose.

3. Credentials, Account Security, and Unauthorized Use

Customer is solely responsible for maintaining the confidentiality, security, and proper use of all usernames, passwords, API keys, tokens, secrets, credentials, IP access controls, webhook endpoints, certificates, private keys, and other access methods associated with Customer's account or systems.

Customer is responsible for all activity occurring through Customer's account, credentials, systems, integrations, numbers, sender IDs, campaigns, applications, webhooks, or API access, whether or not authorized by Customer and whether caused by Customer, Customer's personnel, Customer's customers, Customer's end users, a compromised system, a third-party integration, or any other person or system using Customer's access.

Customer shall promptly notify VoiceTel of any actual or suspected unauthorized access, credential compromise, security incident, misuse, fraudulent activity, or vulnerability affecting the Services or Customer's use of the Services. VoiceTel may rotate, revoke, suspend, disable, limit, or require replacement of credentials, tokens, access methods, numbers, sender IDs, campaigns, routes, integrations, or account access at any time where VoiceTel reasonably determines that such action is necessary to protect VoiceTel, Customer, end users, carriers, providers, networks, platforms, or the Services.

4. Customer Users, Downstream Customers, and End Users

Customer is solely responsible for all use of the Services by Customer's employees, contractors, agents, representatives, affiliates, customers, downstream customers, end users, service users, systems, applications, and integrations. Any act or omission by such persons or systems will be deemed an act or omission of Customer.

Customer shall ensure that all persons and entities using or benefiting from the Services through Customer's account comply with this Agreement, all applicable Service-specific terms, VoiceTel policies, applicable laws, industry guidelines, carrier rules, platform rules, and third-party provider requirements. Customer shall maintain terms with its own customers, users, and end users that are at least as protective of VoiceTel, its providers, carriers, aggregators, and platforms as this Agreement.

VoiceTel may require Customer to suspend, terminate, restrict, or remediate access by any user, downstream customer, sender, campaign, application, integration, or traffic source that VoiceTel reasonably determines may violate this Agreement, applicable law, carrier or platform rules, industry guidelines, third-party provider requirements, or VoiceTel's acceptable use, fraud, security, or compliance standards.

5. Customer Content and Communications

Customer is solely responsible for all content, data, messages, calls, traffic, metadata, instructions, recipient information, campaign information, registration information, caller ID information, sender ID information, number information, webhook data, files, prompts, recordings, transcripts, lookups, and communications submitted to, transmitted through, stored in, processed by, or generated through the Services by or on behalf of Customer, including all content and traffic submitted by Customer's users, customers, downstream customers, end users, systems, applications, or integrations.

Customer represents and warrants that Customer has all rights, consents, permissions, authorizations, notices, and legal bases necessary for VoiceTel and its providers, carriers, aggregators, platforms, vendors, and subprocessors to receive, process, transmit, route, store, disclose, monitor, filter, scan, and use Customer Content as necessary to provide, secure, support, troubleshoot, improve, bill, audit, enforce, and comply with legal or regulatory obligations relating to the Services.

VoiceTel may process, format, modify, encode, transcode, route, transmit, store, disclose, monitor, scan, filter, or otherwise handle Customer Content as reasonably necessary to provide the Services, maintain network integrity, prevent fraud or abuse, comply with law, comply with third-party provider requirements, comply with carrier or platform rules, respond to legal process, support billing, resolve disputes, or enforce this Agreement.

6. Messaging Consent, Opt-Outs, and Proof of Compliance

Customer is solely responsible for obtaining, documenting, maintaining, and honoring all legally required consents, opt-ins, registrations, disclosures, authorizations, and permissions before sending or causing to be sent any SMS, MMS, RCS, WhatsApp, voice, email, or other communication through the Services.

Customer shall not send or cause to be sent any message or communication to any recipient who has not provided all required consent or where such communication would violate applicable law, carrier rules, platform rules, industry guidelines, or this Agreement. Customer shall provide clear and readily accessible opt-out instructions where required and shall immediately honor all opt-out, unsubscribe, STOP, QUIT, CANCEL, END, OPTOUT, UNSUBSCRIBE, revocation, do-not-call, do-not-message, or similar requests.

Customer shall maintain accurate and complete records of opt-ins, opt-outs, consent language, consent source, timestamps, recipient information, campaign information, sender information, message content, and related compliance evidence. Customer shall provide such records to VoiceTel upon request within the timeframe requested by VoiceTel, a carrier, aggregator, platform, provider, regulator, governmental authority, or other applicable third party.

VoiceTel may suspend, block, filter, reject, limit, or terminate any traffic, campaign, sender, number, account, integration, or Service if Customer fails to provide requested proof of consent, registration, opt-out compliance, or other compliance documentation.

7. Third-Party Provider, Carrier, Aggregator, Platform, and Network Rules

Customer acknowledges that the Services may depend on third-party providers, carriers, aggregators, messaging platforms, voice networks, cloud providers, software vendors, data providers, numbering authorities, registries, regulatory bodies, and other upstream or downstream service providers. Customer's use of the Services is subject to all applicable laws, regulations, orders, industry guidelines, carrier requirements, aggregator requirements, platform rules, acceptable use policies, registration requirements, campaign requirements, content restrictions, data rules, and other third-party provider terms or conditions applicable to the Services.

Customer shall comply with all such requirements, whether or not separately identified by VoiceTel. VoiceTel may modify, restrict, suspend, block, filter, reject, reroute, rate-limit, or terminate Services, traffic, numbers, routes, campaigns, senders, integrations, or accounts as necessary or advisable to comply with any third-party provider, carrier, aggregator, platform, network, registry, governmental, or regulatory requirement.

VoiceTel shall not be liable for any delay, failure, rejection, suspension, blocking, filtering, throttling, degradation, rate limitation, campaign denial, registration denial, number unavailability, route change, surcharge, fee, fine, penalty, or other action or inaction caused by or attributable to a third-party provider, carrier, aggregator, platform, registry, governmental authority, regulator, network, vendor, or other third party.

8. Filtering, Blocking, Monitoring, and Traffic Controls

VoiceTel and its providers, carriers, aggregators, platforms, and vendors may monitor, scan, filter, block, reject, delay, throttle, rate-limit, quarantine, suspend, or remove traffic, messages, calls, content, campaigns, senders, numbers, routes, webhooks, integrations, or accounts to protect users, prevent fraud, prevent abuse, comply with law, comply with carrier or platform rules, maintain network integrity, enforce this Agreement, or protect the reputation, security, deliverability, or operation of the Services.

Customer acknowledges that such controls may result in false positives or otherwise prevent, delay, or affect delivery, routing, completion, registration, approval, or availability. VoiceTel shall not be liable for any blocked, filtered, rejected, delayed, throttled, suspended, or undelivered communication, campaign, registration, number, sender, route, or Service.

9. No Delivery, Routing, Registration, or Approval Guarantees

VoiceTel does not guarantee that any message, call, communication, lookup, registration, campaign, sender, number, route, caller ID, CNAM value, 10DLC campaign, toll-free verification, WhatsApp template, RCS agent, or other Service component will be delivered, completed, approved, accepted, verified, registered, provisioned, retained, available, uninterrupted, error-free, or free from filtering, blocking, delay, degradation, surcharge, suspension, or rejection.

Any stated delivery, completion, availability, quality, throughput, response time, routing, or performance information is an estimate only unless expressly stated otherwise in a written agreement signed by VoiceTel.

10. Fees, Surcharges, Fines, Penalties, and Pass-Through Costs

Customer is responsible for all fees, charges, taxes, surcharges, regulatory fees, carrier fees, aggregator fees, platform fees, campaign registration fees, number fees, verification fees, lookup fees, emergency fees, compliance fees, chargebacks, fines, penalties, assessments, administrative costs, investigation costs, legal expenses, and other amounts arising from or relating to Customer's use of the Services, Customer Content, Customer traffic, Customer's account, Customer's users, Customer's downstream customers, or any third-party provider, carrier, aggregator, platform, regulatory, or governmental requirement.

VoiceTel may pass through or adjust pricing for any fees, surcharges, fines, penalties, assessments, or costs imposed by carriers, aggregators, platforms, providers, governmental authorities, regulators, registries, or other third parties. Such amounts may be invoiced to Customer and are due in accordance with VoiceTel's billing terms. Customer shall pay such amounts without offset, deduction, withholding, delay, or setoff.

11. Suspension, Limitation, and Termination

VoiceTel may immediately suspend, limit, block, filter, reject, rate-limit, disable, restrict, or terminate any Service, account, credential, number, sender, campaign, route, integration, traffic source, customer, downstream customer, user, or end user, with or without prior notice, if VoiceTel reasonably determines that: (a) Customer has breached this Agreement; (b) Customer's use may violate applicable law, regulation, carrier rules, platform rules, industry guidelines, or third-party provider requirements; (c) Customer's use may expose VoiceTel, its providers, carriers, aggregators, platforms, or vendors to legal, regulatory, financial, operational, security, reputational, or network risk; (d) Customer's use may harm or interfere with the Services, any network, any platform, any provider, or any other customer; (e) Customer fails to pay amounts when due; (f) Customer fails to provide requested compliance documentation; (g) Customer's traffic generates excessive complaints, opt-outs, spam reports, chargebacks, filtering, or enforcement notices; (h) credentials are compromised or suspected to be compromised; or (i) suspension or restriction is required or requested by a carrier, aggregator, platform, provider, regulator, governmental authority, or other third party.

Suspension, limitation, blocking, filtering, rejection, rate-limiting, or termination shall not relieve Customer of any payment, indemnity, compliance, or other obligations incurred before, during, or after such action.

12. Indemnification for API, Messaging, and Third-Party Claims

In addition to all other indemnification obligations in this Agreement, Customer shall indemnify, defend, and hold harmless VoiceTel, its affiliates, officers, directors, employees, contractors, agents, providers, carriers, aggregators, platforms, vendors, licensors, and representatives from and against any and all claims, demands, actions, investigations, losses, damages, liabilities, fines, penalties, assessments, costs, fees, expenses, settlements, judgments, and legal or administrative expenses, including reasonable attorneys' fees, arising out of or relating to: (a) Customer's use of the Services; (b) Customer Content; (c) Customer's traffic, messages, calls, campaigns, registrations, sender IDs, numbers, routes, lookups, API requests, integrations, or webhooks; (d) any act or omission by Customer, Customer's users, Customer's customers, downstream customers, end users, contractors, agents, systems, applications, or integrations; (e) any actual or alleged violation of law, regulation, carrier rule, platform rule, industry guideline, third-party provider requirement, or this Agreement; (f) failure to obtain, document, maintain, or honor consent, opt-in, opt-out, registration, authorization, or disclosure requirements; (g) fraud, abuse, unauthorized access, credential compromise, security incident, or misuse involving Customer's account, systems, credentials, or traffic; or (h) any claim that Customer Content or Customer's use of the Services infringes, misappropriates, or violates any intellectual property, privacy, publicity, consumer protection, telecommunications, data protection, or other right.

13. Survival

The obligations in this section, including payment, compliance, Customer Content responsibility, consent and recordkeeping, third-party provider compliance, pass-through cost responsibility, suspension consequences, disclaimers, and indemnification, shall survive expiration or termination of the Services or this Agreement.

Service Level Agreement

1. Availability

VoiceTel shall use commercially reasonable efforts to provide the Services with 99.99% availability, measured monthly, excluding scheduled maintenance, emergency maintenance, and outages caused by force majeure events, carrier partners, or Customer's own systems, connections, or equipment.

2. Maintenance

VoiceTel may perform scheduled maintenance with prior notice through email or customer portal. Emergency maintenance may be performed without notice where required for security, regulatory compliance, or network integrity.

3. Exclusions

This SLA does not apply to outages, degradation, delay, blocking, filtering, rejection, throttling, suspension, non-delivery, failed delivery, failed completion, failed routing, failed registration, failed verification, failed approval, or unavailability caused by:

  • (a) Customer's acts or omissions, equipment, systems, software, credentials, integrations, traffic, content, campaigns, registrations, numbers, sender IDs, users, downstream customers, or connectivity;
  • (b) Carrier, aggregator, platform, registry, provider, vendor, or third-party network failures, restrictions, suspensions, filtering, blocking, throttling, or policy enforcement outside of VoiceTel's reasonable control;
  • (c) Force majeure events;
  • (d) Regulatory, governmental, legal, law enforcement, carrier, aggregator, platform, provider, registry, or industry compliance actions or requirements;
  • (e) Suspension, limitation, blocking, filtering, rejection, rate-limiting, or termination of Services for non-payment, Customer breach, suspected fraud, security risk, excessive complaints, compliance concerns, or network integrity concerns;
  • (f) Failure of any third-party service, API, data source, cloud provider, messaging platform, voice network, number registry, lookup provider, or integration; or
  • (g) Any event or circumstance excluded under the API Services and Third-Party Provider Terms.

4. Remedies

Customer's sole and exclusive remedy for failure to meet the SLA shall be limited to requesting technical support or escalation through VoiceTel's support channels. No financial credits or refunds shall apply. Customer waives any other claims related to service levels, availability, or performance.

Force Majeure

Neither party shall be liable for any failure or delay in performance due to causes beyond its reasonable control, including but not limited to acts of God, natural disasters, fire, flood, terrorism, labor disputes, cyberattacks, power failures, equipment or software malfunctions, governmental actions, or failures of carriers or third-party suppliers.

Obligations shall be suspended for the duration of the force majeure event. The affected party shall provide notice as soon as practicable.

Customer remains responsible for all fees incurred for Services actually provided during such events.

Intellectual Property Rights

1. Ownership

All right, title, and interest in and to VoiceTel's Services, networks, software, APIs, documentation, and trademarks remain the exclusive property of VoiceTel and its licensors. No ownership rights are transferred to Customer.

2. License

VoiceTel grants Customer a limited, revocable, non-exclusive, non-transferable license to use the Services solely for its internal business purposes in accordance with this Agreement.

3. Customer Data

Customer retains all ownership rights to its data and communications transmitted through the Services. Customer grants VoiceTel a limited license to use such data only as necessary to provide the Services, comply with legal obligations, and maintain network integrity.

4. Restrictions

Customer shall not reverse engineer, copy, resell, sublicense, or otherwise exploit VoiceTel's intellectual property except as expressly permitted. All rights not expressly granted are reserved by VoiceTel.

5. Publicity and Use of Customer Marks

Customer authorizes VoiceTel to identify Customer as a current or former VoiceTel customer and to use Customer's name, trade name, trademarks, service marks, logos, and other brand identifiers for marketing, promotional, sales, public reference, and informational purposes, including on VoiceTel's website, customer lists, sales materials, case studies, press releases, social media, presentations, and other online or offline marketing materials.

Customer grants VoiceTel a limited, non-exclusive, non-transferable, royalty-free, worldwide license to use Customer's name, logo, trademarks, service marks, trade names, and other brand identifiers for the purposes described in this section. VoiceTel may exercise this right without providing separate notice to Customer and without obtaining separate approval for each use, provided that VoiceTel does not materially alter Customer's marks except as reasonably necessary for formatting, sizing, or display.

VoiceTel's right to identify Customer as a current or former customer and to use Customer's marks under this section will survive expiration or termination of the Services or this Agreement, unless Customer provides written notice revoking such authorization.

Customer may revoke this authorization by providing written notice to VoiceTel. Following revocation, VoiceTel will use commercially reasonable efforts to remove Customer's name, logo, or other marks from prospective public-facing marketing materials within a reasonable time after receipt of such notice. VoiceTel shall not be required to recall, retract, or modify materials already published, distributed, archived, or incorporated into historical records before the revocation becomes effective.

Confidentiality

1. Definition

"Confidential Information" means all non-public information disclosed by either party to the other in connection with this Agreement, whether oral, written, electronic, or otherwise, including but not limited to business plans, technical data, financial information, pricing, routing, and trade secrets.

2. Obligations

Each party agrees to protect the confidentiality of the other party's Confidential Information with the same degree of care it uses to protect its own similar information, but not less than reasonable care. Confidential Information may only be used for purposes of performing obligations under this Agreement.

3. Exceptions

Confidential Information does not include information that: (a) is publicly available through no fault of the receiving party; (b) was rightfully known prior to disclosure; (c) is independently developed without use of Confidential Information; or (d) is required to be disclosed by law or court order.

4. Survival

Confidentiality obligations survive for three (3) years after termination of this Agreement, except for trade secrets which shall be protected indefinitely.

Choice of Law and Jurisdiction

This Agreement shall be governed by and construed in accordance with the laws of the State of New Jersey, without regard to its conflict of laws rules.

The parties agree that any dispute, claim, or controversy arising out of or relating to this Agreement shall be resolved exclusively in (a) the Superior Court of New Jersey, Law Division, Bergen County, for state law matters, or (b) the United States District Court for the District of New Jersey, Newark Vicinage, for federal matters.

Each party consents to the personal jurisdiction and venue of such courts. Nothing herein prevents VoiceTel from seeking injunctive relief in any jurisdiction to protect its rights or intellectual property.

Assignment

Customer may not assign, transfer, or delegate this Agreement or any of its rights or obligations without the prior written consent of VoiceTel. Any attempted assignment without consent shall be null and void.

VoiceTel may assign this Agreement in whole or in part to an affiliate, successor, or purchaser of its assets without Customer's consent. This Agreement shall be binding upon and inure to the benefit of the parties and their respective permitted successors and assigns.

Export Control and Sanctions

Customer represents and warrants that it is not located in, organized under the laws of, or ordinarily resident in any country or territory subject to comprehensive U.S. sanctions (including but not limited to Cuba, Iran, North Korea, Syria, and the Crimea, Donetsk, and Luhansk regions of Ukraine).

Customer shall not use the Services in violation of U.S. export control, re-export, or sanctions laws administered by the U.S. Department of Commerce, Bureau of Industry and Security (BIS), the U.S. Department of State, or the U.S. Department of the Treasury, Office of Foreign Assets Control (OFAC).

Customer agrees to indemnify VoiceTel for any fines, penalties, or enforcement actions arising from Customer's breach of this section.

Entire Agreement and Severability

This Agreement, including all incorporated Service Agreements, Policies, and Addenda, constitutes the entire agreement between the parties and supersedes all prior or contemporaneous understandings, proposals, or communications, whether oral or written, relating to the subject matter.

If any provision of this Agreement is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect. Failure to enforce any right shall not constitute a waiver of such right or any other right.

Master Indemnification and Amendments

1. Master Indemnification

In addition to the indemnification obligations set forth in each Service-specific Agreement, Customer agrees to indemnify, defend, and hold harmless VoiceTel, its affiliates, officers, directors, employees, contractors, agents, providers, carriers, aggregators, platforms, vendors, licensors, and representatives from and against any and all claims, demands, investigations, damages, losses, liabilities, penalties, fines, assessments, settlements, judgments, costs, fees, and expenses, including without limitation reasonable attorneys' fees, expert fees, administrative fees, investigation costs, and legal expenses, arising out of or relating to:

  • (a) Customer's use of any VoiceTel Services;
  • (b) Any violation of applicable laws, rules, regulations, orders, industry guidelines, carrier requirements, aggregator requirements, platform rules, registry requirements, or third-party provider requirements by Customer or its end users, including but not limited to FCC, CRTC, Ofcom, GDPR, TCPA, CTIA, CCPA/CPRA, CAN-SPAM, STIR/SHAKEN, CALEA, 10DLC, toll-free messaging, number portability, privacy, consumer protection, telecommunications, or data protection requirements;
  • (c) Any traffic, content, communications, calls, messages, campaigns, registrations, sender IDs, caller IDs, numbers, routes, lookups, API requests, webhook activity, data, or Customer Content transmitted through, submitted to, processed by, or associated with Customer's accounts, credentials, systems, facilities, applications, integrations, users, customers, downstream customers, or end users;
  • (d) Any regulatory, carrier, aggregator, platform, registry, provider, governmental, or third-party fines, penalties, surcharges, assessments, fees, enforcement actions, takedown requests, blocking, filtering, suspension, investigation, or compliance costs attributable to Customer's accounts, traffic, content, campaigns, registrations, senders, numbers, routes, users, downstream customers, or activities;
  • (e) Any unauthorized, fraudulent, abusive, deceptive, improper, or unlawful use of Services by Customer or its employees, contractors, agents, affiliates, customers, downstream customers, end users, systems, applications, integrations, or any person or system using Customer's account, credentials, numbers, sender IDs, campaigns, or access methods;
  • (f) Customer's failure to obtain, document, maintain, honor, or provide proof of any required consent, opt-in, opt-out, registration, approval, authorization, disclosure, legal basis, or permission;
  • (g) Any security incident, credential compromise, unauthorized access, vulnerability, data breach, system compromise, or misuse involving Customer's account, credentials, systems, applications, integrations, users, customers, downstream customers, or end users; or
  • (h) Any claim that Customer Content or Customer's use of the Services infringes, misappropriates, or violates any intellectual property, privacy, publicity, consumer protection, telecommunications, data protection, contractual, or other right.

Customer further agrees to promptly pay all such fines, penalties, assessments, administrative costs, investigation costs, legal expenses, and other amounts without offset, deduction, withholding, delay, or setoff. Customer's indemnification obligations survive expiration or termination of the Services or this Agreement.

2. Master Amendments

VoiceTel may update, modify, or amend this Agreement, in whole or in part, at any time. Notice of material changes will be provided by email, customer portal posting, or other reasonable means. Continued use of the Services after the effective date of any amendment constitutes acceptance. For changes required by regulators, carriers, or to address security or fraud prevention concerns, VoiceTel may implement such amendments immediately without prior notice, with notice provided as soon as practicable thereafter.