Last updated: August 2026
These Terms of Service ("Terms") govern the purchase and use of products and services provided by North Valley VoIP ("North Valley VoIP", "we", "us", or "our"). By ordering, accessing, or using our services, the customer ("Customer", "you", or "your") agrees to be bound by these Terms.
Our services and equipment are intended primarily for business use. If you are accepting these Terms on behalf of a business or other organisation, you confirm that you have the authority to bind that organisation to these Terms.
1. Definitions
For the purposes of these Terms, "Services" means the hosted telephone, VoIP, communications, configuration, support, and related services supplied by North Valley VoIP. "Equipment" means any telephone, handset, adapter, accessory, or other hardware supplied by us.
"Account" means the Customer account through which Services are ordered, configured, managed, or billed. "User" means any employee, contractor, agent, or other person authorised by the Customer to use the Services.
2. Ordering and Service Term
Ordering Services
Customers may order Services and Equipment through our website, customer portal, quotation, order form, or directly through North Valley VoIP.
An order becomes binding when it has been accepted by North Valley VoIP. The applicable order, quotation, or invoice may specify the Services purchased, charges, equipment, service commencement date, minimum term, and any other terms specific to that order.
Service Activation
We will make reasonable efforts to activate Services on the agreed date. Activation may depend on matters outside our direct control, including number transfers, third-party providers, internet connectivity, equipment availability, and information supplied by the Customer.
Service Term and Renewal
Services will continue for the term specified at the time of purchase. Where a recurring service is provided, it may renew automatically for subsequent billing periods unless cancelled in accordance with these Terms or the applicable order.
3. Charges and Payment
Service Charges
The Customer agrees to pay all charges shown on the applicable order, quotation, invoice, or service description. Charges may include recurring service fees, usage charges, telephone numbers, equipment, installation, configuration, shipping, taxes, and other applicable fees.
Recurring Payments
Recurring Services are normally billed in advance for the applicable billing period. Usage-based charges and other variable charges may be billed in arrears.
Late or Failed Payments
If payment is overdue or a payment method fails, we may contact the Customer and request payment. We reserve the right to restrict or suspend Services where an account remains overdue after reasonable notice has been provided.
The Customer remains responsible for charges incurred prior to suspension or termination of the Services.
4. Services
Provision of Services
North Valley VoIP will provide the Services with reasonable care and skill. The exact features available will depend on the service package, configuration, equipment, and third-party systems used.
Features may include business telephone numbers, inbound and outbound calling, call routing, ring groups, voicemail, voicemail-to-email, auto attendants, call forwarding, mobile or desktop applications, and other communications features.
Service Changes
We may update or modify Services where reasonably necessary to improve reliability, security, compatibility, functionality, or compliance with legal or regulatory requirements.
Where a change materially affects a paid Service, we will make reasonable efforts to notify affected Customers.
5. Customer Responsibilities
The Customer is responsible for:
- providing accurate and current account and contact information;
- maintaining suitable internet connectivity and local network equipment;
- protecting account usernames, passwords, devices, and access credentials;
- ensuring that Users comply with these Terms;
- using the Services only for lawful purposes;
- maintaining suitable electrical power and network availability;
- promptly reporting suspected unauthorised or fraudulent use; and
- following reasonable technical or security instructions provided by North Valley VoIP.
Internet and Network Requirements
VoIP Services depend on a suitable internet connection and correctly configured network. Call quality may be affected by bandwidth, latency, packet loss, Wi-Fi performance, firewalls, routers, internet outages, or other conditions outside North Valley VoIP's control.
6. Acceptable Use
The Services must not be used for unlawful, fraudulent, abusive, threatening, or misleading activity.
The Customer must not use or permit the Services to be used to:
- send unlawful or unsolicited communications;
- harass, threaten, impersonate, or defraud another person;
- interfere with or disrupt our network or Services;
- attempt unauthorised access to systems, accounts, or networks;
- circumvent security or usage restrictions;
- use telephone numbers or caller identification unlawfully;
- resell Services unless expressly authorised by North Valley VoIP; or
- otherwise use the Services in breach of applicable law.
We may suspend or restrict Services where we reasonably believe an Account is being used for fraud, unlawful activity, abuse, or in a way that threatens the security or operation of our Services or those of our suppliers.
7. Emergency Calling
Internet-based telephone services operate differently from traditional telephone services. Emergency calling may be affected by power failures, internet outages, equipment failures, incorrect account information, or use of a device from a location different from the registered service address.
The Customer is responsible for ensuring that North Valley VoIP has accurate address information for telephone numbers or Users where emergency service location information is required.
Customers should ensure that Users understand the limitations of emergency calling over VoIP and should maintain an alternative means of contacting emergency services where appropriate.
8. Telephone Numbers
Number Assignment
Telephone numbers supplied in connection with the Services remain subject to applicable telecommunications rules and the requirements of our underlying carriers and service providers.
Number Porting
Where available, we may assist Customers with transferring existing telephone numbers to or from North Valley VoIP. Number transfers are dependent on third-party carriers and cannot be guaranteed to complete on a particular date.
The Customer must provide accurate account information and any documents or authorisations required to complete a number transfer.
9. Equipment
Purchased Equipment
Where Equipment is purchased from North Valley VoIP, ownership will pass to the Customer once all applicable charges have been paid in full, unless otherwise stated at the time of purchase.
Configuration
Equipment supplied by North Valley VoIP may be pre-configured for use with the Services. The Customer should not reset, alter, or modify managed equipment where doing so may prevent the Equipment from connecting to the Service.
Warranty and Returns
Equipment warranty, return, replacement, and refund rights will be subject to the terms provided at the time of purchase and any applicable manufacturer's warranty.
10. Security and Unauthorised Use
The Customer is responsible for maintaining the security of its Account, local network, devices, passwords, extensions, and other credentials.
The Customer must notify North Valley VoIP as soon as reasonably possible if it becomes aware of suspected fraud, compromised credentials, unauthorised calls, or unauthorised access to the Services.
The Customer may be responsible for charges resulting from use of its Account or credentials before North Valley VoIP has been notified and had a reasonable opportunity to restrict the affected Services.
11. Software and Applications
The Services may include access to software, mobile applications, desktop applications, firmware, portals, or other technology supplied by North Valley VoIP or third parties.
The Customer receives a limited right to use such software only for the purpose of using the Services and for the period during which the Customer is entitled to receive those Services.
The Customer must not:
- copy, resell, sublicense, or distribute software except where expressly permitted;
- reverse engineer or attempt to derive source code except where permitted by law;
- remove copyright, trademark, or proprietary notices;
- use software to create a competing service; or
- use software or Services for any unauthorised purpose.
12. Third-Party Services
Some Services rely upon third-party carriers, software providers, data centres, telecommunications networks, internet providers, or equipment manufacturers.
North Valley VoIP is not responsible for failures caused solely by a third-party service, the public internet, the Customer's network, electrical outages, or other circumstances outside our reasonable control.
Third-party products or applications may also be subject to their own licence terms, privacy policies, or acceptable use requirements.
13. Support
North Valley VoIP will provide reasonable technical support for Services covered by an active Customer plan.
Support may include assistance with service configuration, supplied equipment, telephone features, fault diagnosis, and matters directly relating to North Valley VoIP Services.
Support does not necessarily include administration or repair of third-party networks, computers, internet connections, software, or equipment not supplied or managed by North Valley VoIP.
14. Suspension of Services
North Valley VoIP may temporarily suspend or restrict Services where reasonably necessary:
- to perform maintenance or emergency repairs;
- to protect the security or integrity of the Services;
- where fraudulent or unlawful activity is suspected;
- where the Customer materially breaches these Terms;
- where payment remains overdue; or
- where required by law, regulation, or a telecommunications provider.
Where reasonably possible, we will provide advance notice of a suspension. Emergency, security, fraud, or legal circumstances may require immediate action.
15. Cancellation and Termination
Cancellation by the Customer
The Customer may request cancellation by contacting North Valley VoIP in accordance with the cancellation procedure applicable to the Service.
Any minimum contract period, notice period, outstanding balance, equipment payment, or other cancellation charge specified at the time of purchase will continue to apply.
Termination by North Valley VoIP
We may terminate all or part of the Services where the Customer materially breaches these Terms and fails to correct the breach within a reasonable period after receiving notice.
We may terminate Services immediately where continued provision would be unlawful, create a material security risk, involve fraud or serious abuse, or where a third-party service required to provide the Service is permanently withdrawn.
Effect of Termination
When a Service terminates, all unpaid charges accrued up to the termination date become due. Any charges relating to an agreed minimum term or outstanding Equipment may also become payable where applicable.
16. Privacy and Customer Data
North Valley VoIP will process personal information in accordance with our Privacy Policy and applicable privacy and data protection laws.
The Customer remains responsible for ensuring that its own use of the Services, including the collection, recording, storage, or processing of communications and personal information, complies with applicable law.
Where call recording or similar features are enabled, the Customer is responsible for providing any notices and obtaining any permissions or consents required by law.
17. Intellectual Property
North Valley VoIP and its licensors retain ownership of their respective software, technology, documentation, trademarks, websites, designs, and other intellectual property.
No ownership rights are transferred to the Customer except for physical Equipment expressly sold to the Customer and paid for in full.
18. Service Availability
We aim to provide reliable Services but do not guarantee that the Services will operate without interruption or error at all times.
Service availability may be affected by:
- scheduled or emergency maintenance;
- internet or telecommunications network failures;
- power failures;
- Customer equipment or network problems;
- third-party carrier or supplier outages;
- cybersecurity incidents;
- governmental or regulatory action; or
- events outside our reasonable control.
19. Warranties
North Valley VoIP will provide the Services using reasonable care and skill. Except for warranties expressly stated in these Terms or required by applicable law, no additional warranties are given regarding uninterrupted availability or fitness for a particular purpose.
20. Limitation of Liability
To the fullest extent permitted by applicable law, North Valley VoIP will not be liable for indirect, incidental, special, punitive, or consequential losses arising from the use or inability to use the Services.
This may include loss of profits, revenue, business opportunities, goodwill, anticipated savings, or data where such loss is indirect or consequential.
Nothing in these Terms excludes or limits liability where such liability cannot lawfully be excluded or limited.
The Customer should obtain appropriate legal advice regarding any limitation of liability or financial cap that is to apply to these Terms before the final version is published.
21. Indemnification
To the extent permitted by law, the Customer agrees to be responsible for claims, damages, or costs arising from unlawful use of the Services by the Customer or its Users, material breach of these Terms, or use of the Services in a manner not authorised by North Valley VoIP.
22. Changes to Services or These Terms
North Valley VoIP may update these Terms from time to time to reflect changes to our Services, suppliers, technology, business practices, or legal and regulatory requirements.
Where a change is material, we will make reasonable efforts to provide notice by email, through the Customer portal, or by publishing an updated version on this website.
The date shown at the top of this page identifies when these Terms were most recently updated.
23. General Terms
Force Majeure
Neither party will be responsible for delay or failure caused by circumstances outside its reasonable control, including natural disasters, severe weather, power or internet failures, acts of government, labour disputes, telecommunications outages, war, civil unrest, or major cybersecurity incidents.
Assignment
The Customer may not transfer its rights or obligations under these Terms without the prior written consent of North Valley VoIP, except where otherwise permitted by law.
Severability
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in effect to the extent permitted by law.
Entire Agreement
These Terms together with the applicable order, quotation, invoice, service description, and any expressly incorporated policies constitute the agreement relating to the Services purchased by the Customer.
Governing Law
The governing law, jurisdiction, and dispute resolution provisions applicable to the Services should be confirmed by North Valley VoIP before these Terms are published.
24. Contact
Questions regarding these Terms or the Services can be sent to hello@northvalleyvoip.com.