Terms and Conditions
Your attention is drawn to the provisions of clause 15.
The Callroute service is operated by Sipsynergy Limited. Sipsynergy Limited (company number 07613922) (Sipsynergy) is a company registered in England and Wales and its registered office is at Wessex House, Upper market Street, Eastleigh, Hampshire SO50 9FD. Its VAT number is GB193385575. Sipsynergy operates the website www.callroute.com (Site) and a customer portal www.callroute.io (Portal).
The definitions and rules of interpretation in Schedule 1 apply to these Terms.
3. Sipsynergy's Contract With The Customer
3.1 These terms and conditions (Terms) apply to the order by the Customer and supply of Services by Sipsynergy to the Customer. They apply to the exclusion of any other terms that the Customer seeks to impose or incorporate, or which are implied by trade, custom, practice or course of dealing.
3.2 These Terms and the Contract are made only in the English language.
3.3 The Service is sold as a business service for use in the course of the Customer’s business. If you are an individual accepting these Terms on behalf of an entity, you represent that:
4. Placing an Order and Its Acceptance
4.1 The Customer may only submit an order using the process set out on the Portal. Each order is an offer by the Customer to buy the Services specified in the order subject to these Terms.
4.2 Sipynergy’s order process allows the Customer to check and amend any errors before submitting its order to us. Please check the order carefully before confirming it. The Customer is responsible for ensuring that its order is complete and accurate. Sipsynergy’s acknowledgement of the Customer’s order does not constitute acceptance of it. Sipsynergy's acceptance of the Customer's order only takes place when Sipsynergy confirms acceptance of the Customer’s order (Order Confirmation) which may be done by automated means, at which point and on which date the Contract between the Customer and Sipsynergy will come into existence. The Contract will relate only to those Services confirmed in the Order Confirmation.
4.3 At any time within 15 days after the Effective Date Sipsynergy may terminate the Contract without liability to the Customer immediately by giving written notice to the Customer. On termination pursuant to this clause 4.3 Sipsysnergy shall refund any Fees paid by the Customer for the period after termination of the Contract after deducting any Fees for the Customer’s use of the Service on or before termination.
4.4 Any descriptions or illustrations on the Site are published for the sole purpose of giving an approximate idea of the Services described in them. They will not form part of the Contract or have any contractual force.
5.1 As part of the initial set-up process the Customer shall provide Sipsynergy with the administration credentials . Such administration credentials shall include the primary physical address at which the Customer will be using the Services. Unless otherwise notified to Sipsynergy the primary physical address shall be deemed to be the Customer’s address set out in the Order Confirmation. The Customer must promptly notify Sipsynergy of any changes to the administration credentials.
5.2 The Customer shall ensure that it promptly complies with any minimum hardware, software and internet protocol requirements as may be specified by Sipsynergy for the purpose of establishing connection between the Customer System and the Service. The Customer shall bear its own costs of establishing the connectivity referred in this clause 5.2. In particular, the Customer acknowledges that it is the Customer’s responsibility to maintain adequate broadband connections in order to access the Service.
5.3 When Sipsynergy considers that the Services are ready for activation it shall notify the Customer.
6. Scope of Services
6.1 During the Term and subject to clause 6.2, Sipsynergy will supply the Services to the Customer in accordance in all material respects with the Order Confirmation.
6.2 Sipsynergy shall have the right to make any changes to the Services which are necessary to comply with any applicable statutory or regulatory requirement or which do not materially detrimentally affect the nature or quality of the Services.
6.3 Any dates quoted for delivery of the Services are approximate only, and the time of delivery is not of the essence.
6.4 The Customer acknowledges and accepts that:
6.5 The Customer acknowledges and agrees that Sipsynergy may suspend the Service from time to time to perform scheduled and unscheduled maintenance on the Service. Sipsynergy will use reasonable endeavours to notify the Customer of any scheduled maintenance.
7. Sipsynergy's Obligations
7.1 Sipsynergy warrants to the Customer that the Services will be provided using reasonable care and skill.
7.2 The undertaking at clause 7.1 shall not apply to the extent of any non-conformance which is caused by use of the Services contrary to Sipsynergy’s instructions, or modification or alteration of the Services by any party other than Sipsynergy or Sipsynergy’s duly authorised contractors or agents.
8. User Access
8.1 Sipsynergy hereby grants to the Customer a non-exclusive, non-transferable right, without the right to grant sub-licences, to permit the Users to use the Services during the Term solely for the Customer’s internal business operations.
8.2 In relation to Users, the Customer undertakes that each User shall keep a secure password for its use of the Services and that each User shall keep its password confidential and it will not allow any User to use the Services in a manner which is contrary to this Contract.
8.3 The Customer shall, and shall procure that Users shall, comply with the Acceptable Use Policy.
8.4 The Customer shall not use and shall ensure that no User or other person uses the Services:
8.5 The Customer shall not and shall procure the Users shall not:
8.6 The Customer shall use all reasonable endeavours to prevent any unauthorised access to, or use of, the Services and, in the event of any such unauthorised access or use, promptly notify Sipsynergy.
8.7 The rights provided under this clause 8 are granted to the Customer only, and shall not be considered granted to any subsidiary or holding company of the Customer.
8.8 The Customer shall indemnify and keep indemnified Sipsynergy against all or any claims and associated costs, damages or expenses made by any third party as a consequence of any breach by or other act or omission of the Customer under or in relation to the Contract.
9. The Customer's Obligations
9.1 It is the Customer’s responsibility to ensure that:
9.2 If Sipsynergy’s ability to perform the Services is prevented or delayed by any failure by the Customer to fulfil any obligation listed in clauses 8 and 9 (Customer Default):
9.3 If any unauthorised use is made of the Services and such use is attributable to the act or default of, or through, the Customer (including breach of any of the Customer’s obligations under clauses 8 and 9) then, without prejudice to Sipsynergy's other rights and remedies, the Customer shall immediately be liable to pay Sipsynergy an amount equal to the Fees that Sipsynergy would have charged, had Sipsynergy or the Customer (as the case may be) authorised the unauthorised use at the beginning of the period of that unauthorised use together with interest at the rate provided for in clause 12.1 from the date of that unauthorised use to the date of payment.
10. Customer Data
10.1 The Customer acknowledges and agrees that Sipsynergy (and its authorised sub-contractors and suppliers acting on Sipsynergy’s behalf) may process data collected from or received by it in relation to the Customer’s use of the Services and may use such data for research and development purposes including for the purposes of updating and improving the Services generally for all customers of Sipsynergy.
11. Data Protection
11.1 Both parties will comply with all applicable requirements of the Data Protection Legislation. This clause 11 is in addition to, and does not relieve, remove or replace, a party's obligations or rights under the Data Protection Legislation.
11.3 The parties acknowledge that:
11.4 Without prejudice to the generality of clause 11.1, the Customer will ensure that it has all necessary appropriate consents and notices in place to enable lawful transfer of the personal data to Sipsynergy for the duration and purposes of the Contract so that Sipsynergy may lawfully use, process and transfer the personal data in accordance with the Contract on the Customer's behalf.
11.5 The following clauses apply if and to the extent that Sipsynergy processes personal data on the Customer’s behalf in connection with the performance by Sipsynergy of its obligations under the Contract in which case, in relation to such personal data:
11.6 Each party shall ensure that it has in place appropriate technical and organisational measures, reviewed and approved by the other party, to protect against unauthorised or unlawful processing of personal data and against accidental loss or destruction of, or damage to, personal data, appropriate to the harm that might result from the unauthorised or unlawful processing or accidental loss, destruction or damage and the nature of the data to be protected, having regard to the state of technological development and the cost of implementing any measures (those measures may include, where appropriate, pseudonymising and encrypting personal data, ensuring confidentiality, integrity, availability and resilience of its systems and services, ensuring that availability of and access to personal data can be restored in a timely manner after an incident, and regularly assessing and evaluating the effectiveness of the technical and organisational measures adopted by it).
12. Charges and Payment
12.1 The Customer shall pay the Fees to Sipsynergy for the Services in accordance with this clause 12.1 and the Order Confirmation.
12.2 Payment of the Fees may be made as specified on the Site and the Portal. All sums shall be paid within 30 days of the date of Sipsynergy’s invoice or as otherwise agreed in writing by Sipsynergy. Time for payment shall be of the essence and no payment shall be deemed to have been received until Sipsynergy has received cleared funds.
12.3 If Sipsynergy has not received payment within 5 days after the due date, and without prejudice to any other rights and remedies of Sipsynergy, Sipsynergy may:
12.4 At any time during the Term, Sipsynergy may, by giving written notice to the Customer increase the price of the Services to reflect any increase in the cost of the Services that is due to any factor beyond Sipsynergy's control (including foreign exchange fluctuations, increases in taxes and duties, increase in the cost of telecoms services, fuel and increases in labour, materials and other supply costs) and unless other agreed in writing by Sipsynergy, the price increase shall take effect from the date of the notice.
12.5 All sums due to Sipsynergy under the Contract shall be payable in pounds sterling and are exclusive of value added tax or other applicable sales tax, which shall be added to Sipsynergy’s invoice(s) at the appropriate rate.
12.6 The Customer must pay all amounts due under the Contract in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).
12.7 The Customer acknowledges and accepts that where Fees for the Services are calculated based on usage of the Services the Fees shall be calculated using the data recorded or logged by (or on behalf of) Sipsynergy and not data recorded or logged by the Customer.
12.8 The Customer shall pay all Fees for the Services whether the Customer or someone else uses the Services. Sipsynergy shall not be under any obligation to monitor the Customer’s calls, call or data usage and/or patterns of usage.
12.9 The Fees shall continue to be payable during any period of suspension or restriction of the Services.
12.10 If payment is by credit card, Sipsynergy may at any time notify the Customer that Sipsynergy no longer accepts credit card payment from one or more issuers and require the Customer to pay the Fees by an alternative method of payment, which may include debit card, direct debit, or bank transfer.
12.11 The Customer’s order for the Services is deemed to authorise Sipsynergy to charge any debit or credit card given to Sipsynergy and such authorisation shall remain valid for 30 days after Sipsynergy receives the Customer’s written notice terminating Sipsysnergy’s authority.
12.12 Sipsynergy will consider billing queries from the Customer only if such queries are made in writing within 7 days of the date of the applicable invoice. All billing queries must be notified to Sipsynergy at email@example.com.
12.13 The Customer accepts that when it orders a Service from Sipsynergy and from time to time during the Term, Sipsynergy may conduct a credit search on the Customer and conduct enquiries on the Customer for the purposes of fraud prevention and verification of the Customer’s identity. The Customer agrees that Sipsynergy may impose a credit limit on the Customer and may vary such credit limit from time to time without prior notice to the Customer.
13. Intellectual Property Rights
The Customer acknowledges and agrees that Sipsynergy and/or its licensors own all Intellectual Property Rights in the Service and the Documentation. Except as expressly stated in the Contract, the Contract does not grant the Customer any rights to, or in, any Intellectual Property Rights or any other rights or licences in respect of the Documentation.
14. Third Party Services
14.1 If Sipsynergy supplies or provides any Third Party Services to the Customer then such services may be supplied or provided subject to the standard terms and conditions of the provider of such Third Party Services at the time of supply or provision. The Customer accepts that its rights to receive, access or otherwise use the Third Party Services may be subject to such additional terms and conditions as are set out in the Proposal, manifest from the Third Party Services concerned (including by any web page or other document accompanying such Third Party Services) or which have otherwise been notified by the Company to the Customer and the Customer undertakes to use such services strictly in accordance with such additional terms and conditions. If there is an inconsistency between any of the provisions of the Order Confirmation and the additional terms and conditions referred to in this clause 14.1, the provisions in the Order Confirmation shall prevail.
15. Limitation of Liability: Your Attention Is Particularly Drawn To This Clause
15.1 Nothing in these Terms shall limit or exclude Sipsynergy’s liability for:
15.2 Subject to clause 15.1:
15.3 This clause 15 shall survive termination of the Contract.
16.1 Each party undertakes that it shall keep the confidential information of the other party confidential and shall not at any time during the Contract, and for a period of five years after termination of the Contract, disclose to any person any confidential information concerning the business, affairs, customers, clients or suppliers of the other party or of any member of the group of companies to which the other party belongs, except as permitted by clause 16.2.
16.2 Each party may disclose the other party's confidential information:
16.3 No party shall use any other party's confidential information for any purpose other than to exercise its rights and perform its obligations under or in connection with the Contract.
16.4 The parties agree that Sipsynergy may make a public announcement, communication or circular (announcement) concerning the fact that the Customer is a customer of Sipsynergy and that Sipsynergy has entered into the Contract with the Customer.
16.5 Neither party shall be responsible for any loss, destruction, alteration or disclosure of confidential information caused by any third party.
16.6 The above provisions of this clause 16 shall survive termination of the Contract, however arising.
17.1 Without affecting any other right or remedy available to it, Sipsynergy may in its sole discretion disable the Customer’s or any User’s access to the Services and/or restrict or block any traffic to or from the Customer immediately and without liability to the Customer if:
18. Term and Termination
18.1 The Contract shall commence on the date specified in the Order Confirmation (Effective Date). Unless terminated earlier in accordance with this clause 18, the Contract shall continue for an initial term of 12 months from the Effective Date (or such other period as may be specified in the Order Confirmation) (Minimum Period) and shall continue after the Minimum Period until terminated in accordance with this clause 18 (the Term).
18.2 The Customer may terminate the Contract as follows:
18.3 If the Customer terminates the Contract before the expiry of the Minimum Period otherwise than pursuant to clause 18.2.1, the Customer shall pay the Early Termination Fee to Sipsynergy.
18.4 Without affecting any other right or remedy available to it, either party may terminate the Contract with immediate effect by giving written notice to the other party if:
18.5 Sipsynergy may terminate the Contract immediately by notice in writing if:
18.5.1 the Customer is in breach of its obligation under clauses 8 or 9;
18.5.2 if there is a change of control of the Customer; or
18.5.3 if Sipsynergy’s licence or authorisation to provide the Service expires or is revoked or Sipsynergy is otherwise unable to provide the Service due to a change in applicable law or regulatory requirement or due to the termination of its contract with any supplier of goods and services necessary to enable Sipsynergy to provide the Services.
18.6 Sipsynergy may terminate the Contract at any time without liability to the Customer by giving not less than 30 days written notice to the Customer.
18.7 The Customer may terminate some, but not all, of the lines, seats, extensions or other features of the Services at any time via the process set out on the Portal.
18.8 On termination of the Contract for any reason:
18.9 On termination of the Contract by the Customer pursuant to clause 18.2, Sipsynergy will refund the Customer in full for any Fees paid for the Services for the period after termination Provided That Sipsynergy may deduct from any refund any Fees due for the period up to termination and any Early Termination Fee payable by the Customer.
18.10 On termination of the Contract by Sipsynergy other than pursuant to clauses 18.5.3 or 18.6 the Customer shall pay the Early Termination Fee.
18.11 Any provision of the Contract that expressly or by implication is intended to come into or continue in force on or after termination of the Contract shall remain in full force and effect.
18.12 Termination of the Contract for any reason, shall not affect the accrued rights, remedies, obligations or liabilities of the parties existing at termination.
19.1 No variation of the Contract shall be effective unless it is in writing and signed by the parties (or their authorised representatives).
19.2 Except for the Customer's obligation to make payment, neither party shall be in breach of the Contract or liable for delay in performing or failure to perform any of its obligations under the Contract if such delay or failure results from events, causes or circumstances beyond its reasonable control.
19.3 No failure or delay by a party to exercise any right or remedy provided under the Contract or by law shall constitute a waiver of that or any other right or remedy, nor shall it prevent or restrict the further exercise of that or any other right or remedy. No single or partial exercise of such right or remedy shall prevent or restrict the further exercise of that or any other right or remedy.
19.4 The Contract constitutes the whole agreement between the parties and supersede any previous arrangement, understanding or agreement between them relating to the subject matter they cover. Each of the parties acknowledges and agrees that in entering into the Contract it does not rely on any undertaking, promise, assurance, statement, representation, warranty or understanding (whether in writing or not) of any person (whether party to the Contract or not) relating to the subject matter of the Contract, other than as expressly set out in the Contract. Each of the parties irrevocably and unconditionally waives any right it may have (whether to claim damages or otherwise) for any representation warranty arrangement understanding promise assurance statement draft agreement or implication (whether made innocently or negligently and whether written or oral) not contained in the Contract or for any breach of any representation (whether made innocently or negligently and whether written or oral) not contained in the Contract. Nothing in this clause 19.4 or any other provision of the Contract shall exclude any party's liability in respect of any fraud or fraudulent misrepresentation made by or on behalf of that party.
19.5 The Customer shall not, without Sipsynergy’s prior written consent, assign, transfer, charge, sub-contract or deal in any other manner with all or any of its rights or obligations under the Contract.
19.6 Nothing in the Contract is intended to or shall operate to create a partnership between the parties, or authorise either party to act as agent for the other, and neither party shall have the authority to act in the name or bind the other in any way.
19.7 A person who is not party to the Contract shall have no right to enforce any term of the Contract.
19.8 Notice given under the Contract shall be properly served only if it is in writing, given via the method set out in the Portal, sent by email, first class pre-paid post (or by airmail post if to an address outside the country of posting) to the receiving party, at the address, email address given in the Contract, via the Portal or notified to the other party in some other way. Any notice shall be deemed to have been received: (a) if delivered by hand, at the time of delivery; (b) if sent by post 2 working days after the notice shall have been posted (5 working days if sent by airmail post); (c) if sent by email or via the Portal, at 9.00 am on the next working day after completion of transmission (provided that if sent by email an error free transmission report has been received by the sender). This clause does not apply to the service of any proceedings or other documents in any legal action or, where applicable, any arbitration or other method of dispute resolution.
19.9 The Contract and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.
19.10 Each party irrevocably agrees that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with the Contract or its subject matter or formation (including non-contractual disputes or claims).
Definitions and Interpretation
1. The definitions and rules of interpretation in this clause apply in these Terms.
Acceptable Use Policy
Sipsynergy’s acceptable use policy set out on the Site or such other web address notified by Sipsynergy to the Customer from time to time and as amended from time to time.
The contract between Sipsynergy and the Customer formed in accordance with clause 4.4 for the supply of the Services in accordance with these Terms and the Order Confirmation.
The person or firm who purchases the Services from Sipsynergy.
The data inputted or transferred by the Customer, Users, or Sipsynergy on the Customer's behalf for the purpose of using the Services or facilitating the Customer's use of the Services.
Any information technology system or systems owned or operated or used by the Customer and/or any User from which Customer Data originates and/or to which Customer Data are delivered or within which Customer Data is distributed accordance with the Contract, including any mobile device owned or operated by the Customer or any User, the Customer's data processing facilities, hosted services provided to the Customer by a third party, data files and documents needed for processing and systems for the permissioning and control of the Services.
Data Protection Legislation
All applicable data protection and privacy legislation in force from time to time in the UK including the GDPR; the Data Protection Act 2018; the Privacy and Electronic Communications Directive 2002/58/EC (as updated by Directive 2009/136/EC) and the Privacy and Electronic Communications Regulations 2003 (SI 2003/2426) as amended and any other European Union legislation relating to personal data and all other legislation and regulatory requirements in force from time to time which apply to a party relating to the use of personal data.
The documentation that may be made available to the Customer by Sipsynergy online via the Site or such other web address notified by Sipsynergy to the Customer from time to time which sets out a description of the Services, any limitations of the Services and the user instructions for the Services.
Early Termination Fee
The balance of the Fees that would have been payable to Sipsynergy by the Customer under the Contract during the Minimum Period.
The fees payable by the Customer for the provision of the Services by Sipsynergy, as set out in the Order Confirmation or otherwise notified to the Customer via the Site or Portal.
Intellectual Property Rights
Patents, rights to inventions, copyright and related rights, moral rights, trade marks and service marks, trade names and domain names, rights in get-up, rights to goodwill or to sue for passing off or unfair competition, rights in designs, rights in computer software, database rights, rights in confidential information (including know-how and trade secrets) and any other intellectual property rights, in each case whether registered or unregistered and including all applications (or rights to apply) for, and renewals or extensions of, such rights and all similar or equivalent rights or forms of protection which subsist or will subsist now or in the future in any part of the world;
Outside Normal Business Use
Persistent use by or for third parties who are not employees of the Customer; use by third parties who are not registered Callroute users; frequent changes to telephone numbers registered for use with clients registered with Sipsynergy; operating an outbound call centre; telemarketing; auto-dialling or fax/voice blasts; use without making a live call; unique numbers called; different numbers called; excessive call forwarding, transferring or conferencing; other use of the Service which puts an excessive load on the Callroute system or adversely affects the service that Sipsynergy provides to its other customers or which Sipsynergy reasonably considers outside normal business use.
The Callroute services provided by Sipsynergy to the Customer under the Contract, as more particularly described in the Documentation.
Third Party Services
Any hosted or other services provided by third parties which are to be provided to the Customer by Sipsynergy as part of the Services.
Those employees or agents or Customers of the Customer who are authorised by the Customer to use the Services and the Documentation.
2. Controller, processor, data subject, personal data, personal data breach, processing and appropriate technical and organisational measures have the meanings given to them in the General Data Protection Regulation ((EU) 2016/679) (GDPR).
3. Clause, schedule and paragraph headings shall not affect the interpretation of these Terms.
4. A person includes an individual, corporate or unincorporated body (whether or not having separate legal personality) and that person's legal and personal representatives, successors or permitted assigns.
5. A reference to a company shall include any company, corporation or other body corporate, wherever and however incorporated or established.
6. A reference to a statute or statutory provision is a reference to it as it is in force as at the date of the Contract.
7. A reference to a statute or statutory provision shall include all subordinate legislation made as at the date of the Contract under that statute or statutory provision.
8. References to clauses and schedules are to the clauses and schedules of these Terms; references to paragraphs are to paragraphs of the relevant schedule to the Contract.
9. Any words following the terms including, include, in particular or for example or any similar phrase shall be construed as illustrative and shall not limit the generality of the related general words. Any obligation on the Customer not to do something includes an obligation not to allow that thing to be done.
10. A reference to writing or written includes e-mail or on line communication but excludes fax communication.