These Terms of Service set out the rules that apply when you use the Pearl Lemon Voice website, request information, book a consultation, purchase services, or use any Pearl Lemon Voice communication services.
By using our website or services, you agree to these Terms. If you do not agree with these Terms, you should not use our website or services.
These Terms should be read together with our Privacy Policy, Cookie Policy, proposal documents, invoices, service agreements, order forms, and any other written terms we provide to you.
Pearl Lemon Voice provides business communication services for UK businesses. Our services may include business phone systems, VoIP-related services, call routing, business number setup, number porting, WhatsApp communication support, missed-call recovery, call logging, voicemail configuration, and related communication solutions.
In these Terms:
“Pearl Lemon Voice”, “we”, “us”, or “our” means the business operating this website and providing the services.
“You”, “your”, or “client” means the person, business, company, organisation, or representative using our website or purchasing our services.
“Services” means any products, services, systems, support, setup, consultancy, configuration, communication tools, phone services, WhatsApp-related services, or related work provided by Pearl Lemon Voice.
You may use our website for lawful business purposes only.
You agree not to:
Use the website in a way that breaches any law or regulation.
Attempt to gain unauthorised access to our website, systems, servers, data, or networks.
Interfere with the security, performance, or availability of the website.
Copy, scrape, reproduce, or misuse website content without permission.
Submit false, misleading, harmful, or unlawful information.
Use the website to distribute spam, malware, phishing material, or harmful code.
We may restrict, suspend, or block access to our website if we believe there has been misuse, attempted misuse, unlawful activity, or behaviour that may harm our business, users, systems, or reputation.
Pearl Lemon Voice services are intended for business and professional use.
By using our services, you confirm that you are acting on behalf of a business, organisation, or professional activity, and that you have authority to enter into an agreement with us.
If you are using our services on behalf of a company or organisation, you confirm that you are authorised to bind that company or organisation to these Terms.
The exact services we provide will depend on the package, proposal, invoice, order form, or written agreement agreed between you and Pearl Lemon Voice.
Our services may include:
Business phone number setup.
VoIP phone system configuration.
Call routing setup.
Call forwarding.
Missed-call recovery workflows.
WhatsApp communication support.
Call logging.
Voicemail configuration.
Number porting support.
Team access setup.
Basic onboarding and support.
Ongoing adjustments, where included.
Any service not expressly included in your package, proposal, invoice, or written agreement may be charged separately.
We may update, modify, improve, replace, or discontinue parts of our services from time to time where necessary for operational, technical, commercial, security, legal, supplier, or regulatory reasons.
Any consultation, quote, or proposal provided by Pearl Lemon Voice is based on the information available to us at the time.
Quotes may depend on factors such as:
Number requirements.
Porting requirements.
Call volume.
User count.
Call routing complexity.
WhatsApp requirements.
Support needs.
Third-party provider costs.
Setup complexity.
Integration requirements.
Unless stated otherwise, quotes are not binding until confirmed in writing and accepted by both parties.
We reserve the right to revise quotes if your requirements change, if information provided is inaccurate or incomplete, or if third-party costs change.
To provide the services properly, we may need accurate information and timely cooperation from you.
You agree to:
Provide accurate business and contact information.
Provide correct number ownership or account details where number porting is required.
Respond to reasonable requests for information.
Provide call routing instructions.
Confirm opening hours, team responsibilities, and service requirements.
Ensure staff and users comply with these Terms.
Maintain appropriate internal policies for call recording, customer communication, data protection, and acceptable use.
Use the services lawfully and responsibly.
Keep login details, passwords, and account access secure.
Notify us promptly of any suspected unauthorised access or security issue.
You are responsible for the accuracy of instructions, content, numbers, routing rules, customer notices, staff permissions, and any data you provide to us.
We are not responsible for delays, errors, losses, missed calls, failed porting, misrouting, compliance issues, or service problems caused by inaccurate information, delayed responses, incomplete instructions, third-party issues, or your failure to meet your responsibilities.
Where number porting is included, we may assist with transferring an existing phone number from your current provider to the relevant service environment.
Number porting may depend on third-party providers, telecom carriers, previous provider cooperation, account details, regulatory checks, correct documentation, and technical availability.
You acknowledge that:
Porting times can vary.
Porting may be delayed by inaccurate or incomplete information.
Your existing provider may apply charges, restrictions, or notice periods.
Some numbers may not be portable.
Temporary disruption may occur during porting.
We do not guarantee that any number can be ported successfully unless confirmed by the relevant carrier or provider.
You are responsible for ensuring that you have the right to port any number you ask us to transfer.
Pearl Lemon Voice services may rely on third-party platforms, telecom providers, VoIP carriers, WhatsApp-related services, hosting providers, software tools, SMS providers, payment processors, analytics tools, CRM systems, or other external services.
You acknowledge that third-party providers may have their own terms, policies, pricing, availability rules, fair usage rules, acceptable use policies, service levels, and technical limitations.
We are not responsible for failures, outages, pricing changes, policy changes, suspensions, restrictions, or service limitations caused by third-party providers.
Where required, you agree to comply with any third-party terms that apply to your use of the services.
Where WhatsApp, SMS, or messaging-related services are included, these may depend on third-party platforms, APIs, business account approvals, messaging policies, user consent, number verification, and platform rules.
You agree not to use messaging services for:
Spam.
Unsolicited marketing without proper permission.
Misleading messages.
Harassment.
Fraud.
Illegal activity.
Harmful, offensive, or abusive content.
Messages that breach platform rules or applicable law.
You are responsible for ensuring you have the necessary consent, lawful basis, notices, and permissions to contact customers, prospects, staff, or other individuals through WhatsApp, SMS, or similar channels.
We may suspend or restrict messaging services where we believe there is misuse, legal risk, platform risk, spam risk, or breach of these Terms.
Some services may include or support call recording, call logs, voicemail, missed-call data, routing records, and other communication records.
You are responsible for ensuring that your use of call recording, call logging, monitoring, voicemail, and communication records complies with applicable law, data protection requirements, employment policies, customer notices, industry regulations, and consent requirements.
This includes notifying callers, customers, staff, and users where required.
Pearl Lemon Voice may provide technical functionality, but you remain responsible for deciding whether, how, and why call recording or monitoring is used in your business.
We do not provide legal advice on whether call recording or monitoring is lawful for your specific use case.
You must use Pearl Lemon Voice services lawfully and responsibly.
You must not use the services to:
Commit fraud.
Impersonate another person or business.
Send spam or unsolicited communications.
Harass, abuse, threaten, or deceive anyone.
Transmit illegal, harmful, offensive, discriminatory, or defamatory content.
Operate scams, phishing campaigns, or misleading schemes.
Breach data protection, consumer protection, marketing, telecom, or advertising laws.
Overload, damage, or interfere with networks, platforms, or systems.
Resell services without written permission.
Use services for high-risk emergency, life-critical, or safety-critical communication unless expressly agreed in writing.
We may suspend, restrict, or terminate services immediately if we believe you have breached this acceptable use section or if continued service may expose us, our providers, or other users to legal, technical, security, commercial, or reputational risk.
VoIP and internet-based phone services may not function in the same way as traditional landline services during power cuts, broadband outages, device failure, network disruption, incorrect address registration, or service suspension.
You should not rely solely on Pearl Lemon Voice services for emergency calls unless we have confirmed in writing that emergency calling is available and properly configured for your account.
You are responsible for maintaining alternative means of communication where necessary, especially for emergency, safety-critical, medical, care, security, or urgent operational situations.
We aim to provide reliable services, but we do not guarantee uninterrupted or error-free operation.
Service availability may be affected by:
Internet connection issues.
Power outages.
Device faults.
Third-party provider outages.
Telecom carrier issues.
Platform restrictions.
Maintenance.
Security incidents.
Incorrect configuration.
Client-side errors.
Force majeure events.
Regulatory or legal restrictions.
We may carry out maintenance, updates, repairs, or changes where needed. We will try to reduce disruption where reasonably possible, but we are not liable for all interruptions, delays, missed calls, or losses caused by service downtime, third-party issues, or events outside our reasonable control.
You agree to pay all fees set out in the applicable proposal, invoice, order form, subscription plan, or written agreement.
Fees may include:
Setup fees.
Monthly subscription fees.
Number charges.
User charges.
Call charges.
SMS or messaging charges.
Add-on feature charges.
Support charges.
Porting charges.
Usage-based fees.
Third-party provider fees.
Unless stated otherwise, fees are payable in advance and are non-refundable once the relevant billing period, setup work, or service delivery has started.
We may suspend or restrict services if invoices are overdue, payment fails, billing details are invalid, or fees remain unpaid.
You are responsible for any taxes, VAT, bank charges, currency conversion fees, payment processor charges, or late payment charges that apply.
Some Pearl Lemon Voice services may be provided on a recurring subscription basis.
By purchasing a subscription, you authorise recurring billing according to the billing cycle agreed with you.
Subscription fees continue until cancelled in accordance with the applicable cancellation terms.
You must cancel before the next billing date if you do not want the subscription to renew.
Unless stated otherwise in writing, failure to use the service does not cancel your subscription or remove your obligation to pay.
If payment is late, we may:
Pause service setup.
Suspend access.
Restrict call routing or messaging features.
Delay support.
Apply late payment charges where permitted.
Refer unpaid amounts for collection.
Terminate the service.
You remain responsible for all unpaid fees, including fees incurred before suspension or termination.
Suspension for non-payment may affect your ability to receive calls, route calls, access numbers, use messaging services, or continue communication services.
We are not responsible for losses caused by suspension due to non-payment.
Cancellation terms depend on your package, subscription, invoice, proposal, or written agreement.
Unless otherwise agreed in writing:
Setup fees are non-refundable once work has started.
Monthly subscriptions must be cancelled before the next billing date.
Paid billing periods are not refunded if cancelled part-way through the period.
Porting, number, usage, messaging, or third-party charges already incurred remain payable.
You are responsible for arranging number transfer, data export, or service migration before cancellation where needed.
Cancellation may result in loss of access to numbers, call logs, messages, voicemail, recordings, routing settings, or other service data unless export or transfer is arranged in advance and technically available.
Refunds are only provided where required by law or expressly agreed in writing.
We do not normally provide refunds for:
Setup work already started or completed.
Consultation or configuration time.
Active subscription periods.
Third-party provider charges.
Number charges.
Usage-based charges.
Porting-related costs.
Services delayed due to client-side issues.
Services not used after purchase.
Refund requests will be assessed on a case-by-case basis.
We may change service features, packages, fees, or pricing from time to time.
Where changes affect existing paid subscriptions, we will aim to give reasonable notice unless changes are required urgently for legal, regulatory, supplier, security, or technical reasons.
If you do not agree with a pricing change, you may cancel your subscription in accordance with the cancellation terms before the change takes effect.
Continued use of the services after a pricing change means you accept the new pricing.
All content on the Pearl Lemon Voice website, including text, design, graphics, logos, page layouts, images, service descriptions, copy, processes, documents, branding, and other materials, is owned by or licensed to Pearl Lemon Voice unless stated otherwise.
You must not copy, reproduce, modify, distribute, sell, license, publish, or exploit our website content or materials without our written permission.
You retain ownership of your business data, customer data, call data, messages, and materials you provide to us, subject to the rights needed for us to provide the services.
You grant us a limited right to use your data and materials solely as necessary to provide, support, improve, secure, and administer the services.
Both parties may receive confidential information during the course of working together.
Confidential information may include business information, customer data, pricing, technical details, processes, service setup information, login credentials, commercial plans, and non-public communications.
Each party agrees to take reasonable steps to protect the other party’s confidential information and not disclose it except where required for service delivery, legal compliance, professional advice, or with permission.
This obligation does not apply to information that is already public, independently developed, lawfully received from another source, or required to be disclosed by law.
Each party agrees to comply with applicable data protection laws.
Our handling of personal data is explained in our Privacy Policy.
Depending on the services provided, you may act as the data controller for personal data relating to your customers, callers, staff, leads, or users. Pearl Lemon Voice may act as a processor where we process that data on your behalf.
You are responsible for ensuring that you have appropriate privacy notices, lawful bases, consents, staff policies, customer notices, and data protection procedures in place for your use of the services.
Where required, additional data processing terms may apply.
You are responsible for keeping your account, login details, devices, systems, and user access secure.
You agree to:
Use strong passwords.
Restrict access to authorised users.
Remove access for staff who leave or no longer require it.
Notify us quickly of suspected unauthorised access.
Keep devices and software reasonably secure.
Avoid sharing login credentials unnecessarily.
We are not responsible for losses caused by your failure to secure devices, accounts, passwords, users, networks, or internal systems.
You are responsible for any content, instructions, call scripts, messages, greetings, voicemail text, automated responses, WhatsApp messages, SMS content, branding, customer data, or communication rules you provide.
You confirm that you have the right to use any content or data you provide to us.
You agree that your content and instructions will not breach any law, third-party rights, privacy rights, advertising rules, marketing rules, telecom rules, platform rules, or these Terms.
We may refuse, remove, suspend, or modify content or instructions where we believe they may create legal, technical, security, platform, reputational, or commercial risk.
Pearl Lemon Voice provides business communication services.
We do not provide legal, regulatory, employment, telecom compliance, tax, accounting, or data protection advice.
Any information we provide about call recording, data handling, messaging, number use, compliance, or communication processes is general information only.
You should obtain professional advice where your use of the services raises legal, regulatory, employment, sector-specific, or compliance questions.
Pearl Lemon Voice services are provided on a reasonable skill and care basis.
However, we do not guarantee that:
Every call will be answered.
Every missed call will convert into a customer.
Every WhatsApp message will receive a response.
Every number can be ported.
Services will be uninterrupted at all times.
Third-party platforms will remain available.
All integrations will work with every system.
Your business will achieve a specific revenue result.
No phone system can remove every business risk. Pearl Lemon Voice provides tools, setup, and communication support to help reduce missed opportunities, but your results depend on your team, offer, availability, response behaviour, customer demand, technical environment, and business processes.
Nothing in these Terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.
Subject to that, Pearl Lemon Voice will not be liable for:
Loss of profits.
Loss of sales.
Loss of revenue.
Loss of business.
Loss of goodwill.
Loss of data.
Loss of contracts.
Loss of anticipated savings.
Indirect or consequential loss.
Loss caused by third-party providers.
Loss caused by internet, device, power, or network failure.
Loss caused by client misuse, incorrect instructions, or delayed cooperation.
Loss caused by missed calls, failed messages, unavailable users, or service downtime.
Where liability cannot be excluded, our total liability will be limited to the amount paid by you for the relevant services during the three months before the event giving rise to the claim, unless otherwise agreed in writing.
You agree to indemnify and hold Pearl Lemon Voice harmless from claims, losses, damages, costs, fines, expenses, or liabilities arising from:
Your breach of these Terms.
Your misuse of the services.
Your unlawful communication activity.
Your breach of data protection law.
Your breach of marketing, telecom, or messaging rules.
Your failure to obtain required consents or notices.
Your customer, staff, or third-party claims relating to your use of the services.
Your content, instructions, data, or communication practices.
This section remains in effect after your services end.
We may suspend or terminate your access to services if:
You breach these Terms.
You fail to pay fees.
You misuse the services.
You breach acceptable use rules.
Your use creates legal, technical, security, regulatory, platform, reputational, or commercial risk.
A third-party provider suspends or restricts relevant services.
We are required to do so by law, regulation, court order, provider instruction, or authority request.
Suspension or termination does not remove your obligation to pay fees already due.
On termination, access to services, numbers, routing, call logs, messages, recordings, voicemail, and related data may end unless transfer or export is arranged and available.
We are not responsible for delay or failure to perform caused by events outside our reasonable control.
This may include internet outages, telecom failures, third-party platform issues, power cuts, cyber incidents, strikes, war, terrorism, natural disasters, pandemics, government action, regulatory change, supplier failure, or other events beyond reasonable control.
We may update these Terms from time to time.
The updated version will be posted on this website with a new “last updated” date.
If changes materially affect existing services, we will try to provide reasonable notice where practical.
Continued use of the website or services after changes are posted means you accept the updated Terms.
You may not transfer, assign, or subcontract your rights or obligations under these Terms without our written permission.
We may transfer, assign, or subcontract our rights and obligations where reasonably necessary for business operations, restructuring, sale, merger, service delivery, or legal reasons.
If any part of these Terms is found to be invalid, unlawful, or unenforceable, the remaining sections will continue to apply.
The invalid section will be treated as modified to the minimum extent necessary to make it valid, lawful, and enforceable where possible.
If we do not enforce a right immediately, that does not mean we have waived it.
Any waiver must be confirmed in writing.
These Terms, together with any proposal, invoice, order form, service agreement, Privacy Policy, and written terms agreed between us, form the agreement between you and Pearl Lemon Voice.
If there is a conflict between these Terms and a signed written agreement, the signed written agreement will take priority for that specific conflict.
These Terms are governed by the laws of England and Wales.
The courts of England and Wales will have exclusive jurisdiction over any dispute arising from or relating to these Terms, the website, or the services, unless applicable law requires otherwise.
If you have questions about these Terms of Service, please contact Pearl Lemon Voice using the contact details provided on our website.
