Terms & Conditions

01 Definitions

• "Services" — all VoIP, SIP trunking, DID, toll-free, 3CX, wholesale termination/origination, and related telecom services provided by VoipLiv
• "Customer" / "you" — any individual or business entity that creates an account or purchases Services
• "Agreement" — these Terms & Conditions, the Privacy Policy, any signed Service Order, and any applicable Service Level Agreement (SLA)
• "CDR" — Call Detail Record, a log of telephone call activity
• "DID" — Direct Inward Dialing telephone number
• "Toll-Free Number" — a telephone number with 800/888/877/866/855/844/833 prefix billed to the recipient
• "3CX" — the 3CX IP PBX software platform for which VoipLiv provides hosting, licensing, and support
• "Regulatory Fees" — government-mandated charges including USF, E911, PICC, and similar assessments

02 Service Agreement

By registering for or using any VoipLiv service, you represent and warrant that:

• You are at least 18 years of age
• You have the legal authority to enter this Agreement on behalf of yourself or your business
• All information you provide to VoipLiv is accurate and complete
• Your use of services will comply with all applicable federal, state, and local laws, including FCC regulations and the Telephone Consumer Protection Act (TCPA)

VoipLiv reserves the right to refuse service, terminate accounts, or decline orders at its sole discretion, including where we suspect fraud, regulatory violations, or misuse.

03 Account Registration & Security

You are responsible for maintaining the confidentiality of your account credentials and for all activity occurring under your account. You must:

• Provide accurate, current, and complete registration information
• Update your information promptly if it changes
• Immediately notify VoipLiv of any unauthorized account access at info@voipliv.com
• Use a strong, unique password and enable two-factor authentication where available

VoipLiv is not liable for losses arising from unauthorized account access caused by your failure to maintain credential security.

04 Billing & Payment

Payment Terms

• All prices are in US Dollars (USD) unless otherwise stated
• Monthly recurring charges (MRCs) are billed in advance at the start of each billing cycle
• Usage-based charges (per-minute, per-call) are billed in arrears on the 1st of the following month
• Invoices are due within Net 15 days of issue date, unless a separate payment agreement exists
• Wholesale accounts may be required to prepay or maintain a minimum balance as agreed in a separate rate deck agreement

Late Payments

• Invoices unpaid after 15 days are subject to a 1.5% monthly late fee (18% per annum) or the maximum rate permitted by Texas law, whichever is lower
• Services may be suspended after 30 days of non-payment without further notice
• Services may be permanently terminated after 60 days of non-payment
• VoipLiv reserves the right to refer delinquent accounts to collections and recover reasonable attorney's fees

Taxes & Regulatory Fees

Prices do not include applicable taxes, USF contributions, E911 fees, or other regulatory surcharges. These will be itemized on your invoice and are your responsibility to pay.

Disputed Invoices

To dispute an invoice, you must notify us in writing at info@voipliv.com within 15 days of the invoice date. Undisputed amounts remain due. We will investigate and respond within 10 business days.

05 Refund Policy

VoipLiv's refund policy is designed to be fair to both customers and our operations. We operate primarily as a B2B telecom provider, and many of our costs are incurred immediately upon service provisioning.

Service Type	Refund Eligibility	Conditions
Setup / Activation Fees	Non-refundable	Costs are incurred upon service provisioning regardless of use
Monthly Recurring Fees (MRC) DID numbers, SIP trunks, subscriptions	Pro-rated	Refund for unused full months only if cancelled within 5 days of billing cycle start. No refund for partial months.
Usage Charges Per-minute, per-call, metered traffic	Non-refundable	All completed calls are billed as used. Disputed charges require written notice within 15 days of invoice.
Toll-Free Numbers	Non-refundable	Number reservation and porting costs are non-refundable once submitted to the carrier
3CX Licenses	Case-by-case	New licenses may be refunded within 7 days if 3CX has not yet been provisioned or activated. Annual licenses are non-refundable after activation.
Wholesale Prepaid Balance	Refundable	Unused prepaid balance may be refunded upon account closure, minus a 5% processing fee. Processing time: 10–15 business days.
Service Outage Credits	Eligible	If VoipLiv fails to meet SLA uptime guarantees, you may be eligible for service credits. See Section 8.
Hardware / Equipment	15-day window	Unused, unopened equipment may be returned within 15 days of delivery for a refund minus shipping. Customer pays return shipping.

How to Request a Refund

1. Email info@voipliv.com with subject "Refund Request – [Account Name]"
2. Include your account number, invoice number, amount, and reason for the request
3. We will acknowledge within 2 business days and provide a decision within 10 business days
4. Approved refunds are issued to the original payment method within 5–10 business days

06 Service Cancellation

Cancellation by Customer

• Monthly services require 30 days written notice prior to your next billing date
• Annual contracts require notice per the specific contract terms (typically 60–90 days)
• Cancellation requests must be submitted in writing to info@voipliv.com
• Verbal cancellations are not accepted
• Upon cancellation, all DID numbers will be released and cannot be recovered
• You remain responsible for all charges incurred up to and including the last day of service

Cancellation by VoipLiv

VoipLiv may terminate your service immediately and without refund if:

• You violate the Acceptable Use Policy (Section 7)
• Your account remains unpaid after 60 days
• We are required to do so by law or regulatory authority
• You provide materially false information during registration or billing
• Your traffic patterns suggest fraud, robocalling, or illegal use

VoipLiv may also terminate services with 30 days notice for any business reason, and will refund any prepaid unused amounts in such cases.

07 Acceptable Use Policy (AUP)

You agree to use VoipLiv services only for lawful purposes. The following are strictly prohibited:

• Robocalling / TCPA violations — automated or prerecorded calls to consumers without prior express consent
• Spam calling or SMS — unsolicited bulk communications
• Fraudulent use — call pumping, traffic stuffing, SIM swapping, or identity fraud
• Harassment — calls or messages designed to threaten, stalk, or harass any person
• Premium rate fraud — exploiting premium numbers for financial gain
• Illegal content — transmitting any content that violates federal, state, or local law
• Network abuse — any action that disrupts, degrades, or overloads VoipLiv's network infrastructure
• Resale without authorization — reselling VoipLiv services without a separate wholesale agreement
• STIR/SHAKEN circumvention — spoofing caller IDs or attempting to bypass call authentication standards

Violation of this AUP will result in immediate service suspension, account termination, forfeiture of prepaid balances, and may be reported to law enforcement and regulatory authorities including the FCC.

08 Service Availability & SLA

VoipLiv targets a 99.99% monthly uptime for its core network. In the event of a verified outage caused by VoipLiv's infrastructure:

• 99.9% – 99.99% uptime: No credit issued
• 99.0% – 99.9% uptime: 5% credit of monthly MRC
• 95.0% – 99.0% uptime: 15% credit of monthly MRC
• Below 95.0% uptime: 25% credit of monthly MRC

Credits are applied to the next invoice and are not issued as cash. To claim a credit, you must submit a request within 30 days of the incident.

SLA exclusions — the SLA does not apply to downtime caused by:

• Scheduled maintenance (24-hour advance notice provided)
• Force majeure events (natural disasters, government actions, internet backbone failures)
• Customer's own equipment, configuration, or internet connectivity
• Suspension due to non-payment or AUP violation
• Third-party carrier outages outside VoipLiv's direct control

09 Number Porting

• Number porting (transferring your existing telephone number to VoipLiv) is subject to FCC regulations and carrier cooperation
• VoipLiv will make reasonable efforts to complete ports, but cannot guarantee porting timelines as they depend on the losing carrier
• Port-in fees, if any, will be disclosed prior to submission
• Once a port order is submitted, cancellation may not be possible and fees may not be refundable
• You confirm you have the authority to port any number you submit
• VoipLiv is not liable for service interruptions caused by carrier porting delays

10 3CX Services

• 3CX licenses are provided subject to the 3CX End User License Agreement (EULA), available at 3cx.com
• VoipLiv acts as a 3CX reseller and partner; certain obligations may be governed by 3CX's own terms
• Annual 3CX license fees are billed upfront and are non-refundable after activation
• Support services for 3CX cover configuration, troubleshooting, and updates during your subscription period
• Hardware recommended for 3CX deployment must meet minimum specifications; VoipLiv is not liable for performance issues on non-compliant hardware

11 Wholesale Rate Terms

• Wholesale rates are provided under a separate rate deck agreement executed between VoipLiv and the Customer
• Rates are subject to change with 7 days written notice for standard routes and 24-hour notice for premium or specialty routes
• Minimum monthly traffic commitments, if any, are specified in the signed rate deck agreement
• Traffic that materially differs from agreed profiles (destination mix, call duration distribution) may be subject to rate renegotiation
• All wholesale traffic must comply with STIR/SHAKEN requirements effective June 30, 2021 (FCC mandate)

12 Intellectual Property

All content on voipliv.com, including logos, design, text, and software, is the intellectual property of VoipLiv or its licensors and is protected by copyright and trademark law. You may not reproduce, modify, or distribute any VoipLiv content without prior written consent.

Use of our services does not grant you any license to VoipLiv's intellectual property except as necessary to use the services as intended.

13 Confidentiality

Both parties agree to keep confidential any non-public information received from the other party ("Confidential Information"), including pricing, technical specifications, network architecture, and customer data. This obligation survives termination of the Agreement for a period of 3 years.

Confidentiality obligations do not apply to information that: (a) was already publicly known; (b) was independently developed; (c) was received lawfully from a third party; or (d) must be disclosed by law or court order.

14 Warranties & Disclaimers

VoipLiv warrants that it will provide services with reasonable skill and care consistent with industry standards.

VoIP services are not a replacement for traditional landline 911 service. E911 capabilities may be limited. You are responsible for maintaining alternative emergency calling methods.

15 Limitation of Liability

VoipLiv shall not be liable for any:

• Indirect, incidental, special, or consequential damages
• Loss of revenue, profits, data, or business opportunities
• Damages arising from unauthorized interception of communications
• Damages caused by third-party carriers, internet service providers, or force majeure events
• Damages arising from your misuse or misconfiguration of services

Some jurisdictions do not allow the exclusion of certain warranties or limitation of liability, so some of the above may not apply to you.

16 Indemnification

You agree to indemnify, defend, and hold harmless VoipLiv and its officers, directors, employees, and agents from any claims, damages, losses, liabilities, and expenses (including reasonable attorney's fees) arising from:

• Your breach of this Agreement or the AUP
• Your violation of any applicable law or regulation
• Claims by third parties arising from your use of the services
• Any content transmitted through the services by you or your users

17 Dispute Resolution

Informal Resolution

Before initiating formal dispute proceedings, both parties agree to attempt in good faith to resolve any dispute informally by written notice to the other party. The receiving party has 30 days to respond and attempt resolution.

Arbitration

If informal resolution fails, disputes shall be resolved by binding arbitration under the rules of the American Arbitration Association (AAA), conducted in Collin County, Texas. The arbitrator's decision shall be final and enforceable in any court of competent jurisdiction.

Class Action Waiver

You waive any right to participate in class action lawsuits or class-wide arbitration against VoipLiv.

Small Claims Exception

Either party may bring a claim in small claims court in Collin County, Texas, if the claim qualifies under that court's jurisdiction.

18 Governing Law

This Agreement shall be governed by and construed in accordance with the laws of the State of Texas, without regard to its conflict of law principles. Federal telecommunications law (FCC regulations, Communications Act of 1934 as amended) also applies where relevant.

For any matters not subject to arbitration, the exclusive venue shall be the state or federal courts located in Collin County, Texas.

19 Changes to These Terms

VoipLiv may update these Terms at any time. We will notify you by:

• Posting the updated Terms on this page with a new "Last Updated" date
• Sending an email notification to your registered email address at least 30 days before material changes take effect

Your continued use of services after the effective date constitutes acceptance of the updated Terms. If you do not agree to the changes, you must cancel your services before the effective date.

20 Contact & Notices