Terms of Service

1. Who We Are

Solofone ("we", "us", "our") provides a virtual UK landline number and smart call answering service for small businesses and sole traders. By using our service you agree to these terms.

2. The Service

We provide:

• A UK geographic landline number assigned to your account
• Call forwarding to your mobile number
• Professional call answering when you do not pick up
• SMS notification with caller details within 60 seconds

The service is provided on a best-efforts basis with a target uptime of 99.7%. We are not liable for outages caused by third-party providers including Twilio, Retell, or mobile network operators.

3. Pricing and Billing

Our pricing is £10 per month base fee plus £0.85 per call answered by our service. You are only charged for calls we answer. If you answer the call yourself, there is no per-call charge.

You will be billed monthly via Stripe. Usage charges (per-call fees) are billed at the end of each billing cycle. All prices are exclusive of VAT where applicable.

We offer a 7-day free trial. A payment method is required to start the trial, but you will not be charged until the trial ends, unless you choose to start your plan early from your dashboard. If you do, your first monthly charge is taken immediately and the trial ends. The trial includes every feature except WhatsApp Business and moving an existing number to Solofone, which are part of the paid plan. WhatsApp Business becomes available once your plan starts, either when the trial ends or when you start early. You can cancel at any time during the trial at no cost.

4. Cancellation and Refunds

You may cancel at any time with no cancellation fees. Your number will remain active until the end of your current billing period.

After your plan ends, calls to your number stop and we hold the number for at least 30 days. After that, the number may be released and reassigned to someone else. Any WhatsApp Business account registered to it will stop working.

We offer a 30-day money-back guarantee. If you are not satisfied within 30 days of your first paid month, contact us and we will issue a full refund of your base fee.

5. Your Responsibilities

• You must provide accurate information when signing up
• You must not use the service for unlawful purposes
• You must not use the service to harass, deceive, or defraud callers
• You are responsible for informing callers that calls may be recorded or handled by a third-party service where legally required

6. Call Recording and Data

Calls answered by our service may be recorded for quality and transcription purposes. Recordings are stored for 30 days and transcripts for 90 days. All data is held on UK-based servers and handled in accordance with our Privacy Policy and GDPR.

7. Phone Numbers

Phone numbers assigned to your account remain the property of our telephony provider (Twilio). If you cancel your account, you will lose your assigned number unless you arrange to port it before cancellation. If you want to keep your number, ask your new provider to move it before you cancel, and don't cancel your Solofone account until the move has completed.

Moving your existing number

Moving a number you already have to Solofone (porting) is part of the paid plan, not the free trial. If we invite you to move your number, your plan starts when you sign up and there is no free trial. Otherwise you start with the normal free trial, and the move starts once your paid plan starts. You get a Solofone number either way. There is no separate fee for the move itself. The per-call charge in section 3 applies as normal.

While the move is under way you use your Solofone number with every feature. When your own number arrives, both numbers work on your account. Once you confirm you have finished switching over, we keep your Solofone number for at least 7 days and then switch it off. You can undo your confirmation until we have switched it off.

You must give accurate details that match your current provider's records, and you must keep your current line active until we tell you the move is complete. How long a move takes depends on your current provider, and we can't promise a date. Your current provider may charge you, or end other services on the same line such as broadband, and arranging that with them is your responsibility.

If the move can't go ahead (for example, your current provider rejects it or the number can't be moved), you keep your Solofone number and your plan. If you cancel your plan before the move completes, we stop work on the move. This doesn't affect the 30-day money-back guarantee in section 4.

8. Limitation of Liability

We are not liable for any missed calls, lost business, or consequential damages arising from service downtime or failure. Our total liability is limited to the fees paid by you in the preceding month.

9. Changes to These Terms

We may update these terms from time to time. We will notify you by email at least 14 days before any material changes take effect. Continued use of the service after that date constitutes acceptance of the new terms.

10. Contact

Questions about these terms? Email us at hello@solofone.com