General terms and conditions

Article 1 - Identity

TeleVoIP BV

Ikaroslaan 1, 1930 Zaventem

Company number: BE0656.667.432

Website: www.televoip.be

Email: info@televoip.be

Hereinafter referred to as “TeleVoIP”.

Article 2 - Scope

These terms and conditions apply to all products and services of TeleVoIP, including but not limited to:

• fixed-line telephony

• cloud telephony

• SIP trunks

• mobile telephony

• internet connections

• software services

• hardware

• professional ICT services

By using the services, the customer accepts these terms and conditions in full.

Article 3 - Definitions

Customer: any natural or legal person entering into an agreement with TeleVoIP.

Agent: a commercial partner or reseller who refers customers to TeleVoIP.

Services: all telecommunications, internet, cloud and ICT solutions supplied by TeleVoIP.

Portal: TeleVoIP’s online management environment.

Article 4 - Formation of the Agreement

An agreement is formed:

• upon signature of a quotation;

• upon electronic confirmation;

• upon an online order;

• as soon as TeleVoIP starts performance.

TeleVoIP may reject an application if:

• delivery proves technically impossible;

• incorrect information has been provided;

• fraud is suspected;

• previous invoices remain unpaid.

Article 5 - Delivery and Activation

Delivery times are indicative.

TeleVoIP undertakes to provide the services to the best of its ability.

Failures involving third parties, operators, suppliers or infrastructure managers are beyond TeleVoIP’s control.

Maintenance work may cause temporary interruptions.

Unless expressly agreed otherwise in writing, no guaranteed availability or SLA applies.

Article 6 - Rates

All prices exclude VAT unless stated otherwise.

Prices for consumers are always stated including VAT.

TeleVoIP may change its rates if:

• suppliers change their rates;

• statutory charges change;

• indexation applies.

For consumers, statutory notice and termination rights will be respected.

Article 7 - Invoicing and Payment

7.1 Invoicing

TeleVoIP shall invoice its products and services in accordance with the frequency, pricing, and conditions specified in the quotation, order form, agreement, applicable tariff plan, or service-specific terms.

Invoices shall be issued in the name of the customer as stated in the agreement and based on the billing information officially registered with TeleVoIP.

The customer is responsible for providing complete, accurate, and up-to-date billing information, including where applicable:

• legal or company name;

• billing address;

• company registration number;

• VAT number;

• billing e-mail address;

• purchase order numbers or other administrative references.

7.2 Changes to billing information

Any change to billing information must be submitted to TeleVoIP in writing or through a customer portal made available by TeleVoIP.

Changes to billing information shall only apply to invoices issued after TeleVoIP has received and processed the change request.

Invoices already issued shall not be amended, credited, or re-issued due to late or incorrect notification by the customer, unless the original invoice contains an error directly attributable to TeleVoIP or unless correction is legally required.

A change of name, trade name, legal entity name, company registration number, or VAT number may be considered by TeleVoIP as a change of contracting party. In such cases, TeleVoIP may require additional identification, supporting documentation, or the execution of a new agreement.

7.3 Electronic invoicing

Invoices may be delivered electronically to the e-mail address, e-invoicing address, or platform provided by the customer.

The customer is responsible for ensuring that the designated e-mail address or electronic invoicing channel remains operational, accessible, and regularly monitored.

Failure to receive or review an invoice that has been correctly sent does not relieve the customer of its payment obligations.

7.4 Payment terms

Invoices must be paid no later than the due date stated on the invoice.

The customer shall make payment using a payment method accepted by TeleVoIP and shall use the structured reference or payment reference indicated on the invoice.

Any banking fees, transaction costs, or charges resulting from incorrect payment information supplied by the customer shall remain the responsibility of the customer, to the extent permitted by law.

7.5 Late payment

Where an invoice remains unpaid after its due date, TeleVoIP may, subject to applicable law:

• issue a payment reminder;

• charge statutory interest for late payment;

• charge legally permitted recovery or administrative costs;

• require additional payment, advance payment, or security;

• restrict or suspend the services in whole or in part;

• block outgoing communications or paid services;

• transfer the debt collection process to a third party;

• terminate the agreement in accordance with Article 17.

Where the customer is a consumer, reminder costs, interest, compensation, and recovery measures shall only be applied in accordance with mandatory consumer protection legislation.

7.6 Allocation of payments

Unless otherwise required by law or expressly agreed in writing by TeleVoIP, payments received shall first be applied to costs and interest and subsequently to the oldest outstanding invoices.

The payment reference provided by the customer shall not prevent TeleVoIP from allocating payments in accordance with this provision where permitted by law.

7.7 Advance payment, deposit, and credit assessment

TeleVoIP may require an advance payment, deposit, or financial guarantee where this is reasonably justified by:

• the nature or value of the order;

• expected or actual consumption levels;

• previous payment issues;

• incomplete or unverifiable customer information;

• increased risk of fraud or non-payment.

TeleVoIP may make service activation or continued service delivery conditional upon receipt of the requested advance payment or security.

7.8 Invoice disputes

Any invoice dispute must be submitted to TeleVoIP in writing, with supporting reasons, within the period specified in Article 16.

The dispute must include at least:

• the invoice number;

• the disputed amount;

• the reason for the dispute;

• supporting evidence where available.

Disputing an invoice does not suspend payment of the undisputed portion of the invoice.

Initiating a chargeback, payment reversal, or dispute through a bank, card issuer, or payment service provider shall not constitute a valid termination of the agreement and shall not affect the customer's underlying payment obligations.

Article 8 - Online Payments and Subscriptions

8.1 Online payments

The customer may make payments using the payment methods offered by TeleVoIP.

8.2 Recurring payments

By taking out a subscription, the customer agrees to recurring payments in accordance with the selected plan.

8.3 Time of charging

One-off costs are charged:

• upon ordering;

• upon delivery;

• upon activation.

Subscriptions are charged automatically:

• monthly;

• quarterly;

• annually;

depending on the selected plan.

Usage charges may be invoiced in arrears.

For online orders paid by credit card, Article 8.7 applies.

8.4 Automatic renewal

Subscriptions remain active until valid termination by either party.

8.5 Payment method

The customer remains responsible for ensuring that payment details are correct and up to date.

8.6 Chargebacks

If a customer disputes a payment with its card issuer or payment provider, the underlying agreement remains in force.

Where the services have been correctly supplied, the amounts due remain payable.

8.7 Time of payment for online ordersNew

For an online order paid by credit card, payment is made at the moment the order is placed. The customer's credit card is charged at that moment for the full amount of the order, as shown when the order is completed.

Recurring subscription fees and usage charges are subsequently charged in accordance with Article 8.3.

In the event of a partial or full cancellation of the order, including a withdrawal under Article 9bis, the corresponding amount will, where applicable, be refunded in accordance with the provisions of these general terms and conditions, using the same payment method as the original payment.

Article 9 - Term and Termination

Agreements are entered into for an indefinite term unless agreed otherwise.

A minimum term may apply to certain services.

After any minimum term has expired, the agreement continues for an indefinite term.

Notice of termination may be given:

• by email;

• in writing;

• through the customer portal.

Article 9bis - Consumer Right of WithdrawalNew

A consumer who concludes a distance contract, for example via the website or the customer portal, or an off-premises contract, has the right to withdraw from the contract within 14 calendar days without giving any reason.

The withdrawal period runs from the day the contract is concluded. For goods, the period runs from the day the consumer acquires physical possession of the goods.

The consumer notifies their decision before the end of the period by means of an unequivocal statement:

• by e-mail to info@televoip.be;

• by letter to TeleVoIP BV, Ikaroslaan 1, 1930 Zaventem, Belgium.

The consumer may use the model withdrawal form in the annex for this purpose, but is not obliged to do so.

TeleVoIP refunds all payments received within 14 days of receiving the withdrawal, using the same means of payment as the original transaction, unless expressly agreed otherwise.

If the consumer has expressly requested that the services start during the withdrawal period, such as the activation of a line or a number porting, they pay an amount proportionate to what has been provided up to the moment of withdrawal.

Equipment supplied, such as a modem or SIM card, must be returned within 14 days of the withdrawal. The direct cost of returning it is borne by the consumer.

A number porting to TeleVoIP is not automatically reversed upon withdrawal. The consumer may port their number to an operator of their choice.

Article 10 - Number Porting and Telecommunications Services

TeleVoIP supports number porting in accordance with Belgian telecommunications legislation.

Temporary unavailability may occur during number porting.

VoIP services depend on:

• power supply;

• internet connection;

• correct configuration.

In the event of a power failure or internet outage, emergency calls may be restricted or impossible.

The customer is responsible for providing correct address details.

Article 11 - Customer Obligations

11.1 Accurate customer information

The customer shall provide complete, accurate, and up-to-date identification, contact, installation, delivery, and billing information.

The customer warrants that it has the authority to enter into the agreement and that all information and documents provided are authentic, accurate, and current.

TeleVoIP may request reasonable supporting documentation or additional identification when necessary for:

• performance of the agreement;

• service activation;

• fraud prevention;

• number registration or number portability;

• legal or regulatory obligations;

• protection of the network and customers.

11.2 Changes to customer information

The customer shall notify TeleVoIP without undue delay of any changes to its information, including:

• name or company name;

• residential or registered office address;

• business address;

• installation address;

• billing address;

• correspondence address;

• e-mail address and telephone number;

• company registration number or VAT number;

• banking or payment details;

• contact persons and authorised users.

TeleVoIP shall not be responsible for consequences arising from inaccurate, incomplete, or outdated information.

11.3 Relocation

A customer who relocates or wishes to transfer services to another installation address must notify TeleVoIP in writing at least fourteen (14) calendar days prior to the intended relocation or transfer date.

The notification must include:

• customer or contract number;

• current installation address;

• new installation address;

• requested relocation date;

• services to be transferred or terminated;

• current contact details.

A relocation notice shall not in itself constitute a termination of the agreement.

Where the customer wishes to terminate services due to relocation, this must be expressly stated and the applicable termination procedure must be followed.

11.4 Service availability at the new address

TeleVoIP shall determine whether the relevant services are technically and commercially available at the new address.

Where the service remains available, the agreement shall continue under the existing contractual conditions unless otherwise agreed in writing.

Technical, administrative, installation, or activation charges related to the relocation may be charged in accordance with the applicable tariff plan.

Where the same service is not available at the new address, TeleVoIP may propose a suitable technical or commercial alternative.

TeleVoIP cannot guarantee any specific activation date where implementation depends on third-party operators, infrastructure providers, technical availability, or timely cooperation from the customer.

11.5 Consequences of late notification

If the customer fails to notify TeleVoIP in time of a relocation, address change, or requested termination, subscription fees, recurring charges, and any usage charges shall remain payable until TeleVoIP:

• has received the written notification;

• has received sufficient information to process it;

• has completed the relocation, modification, or termination process.

A relocation shall not automatically result in termination, suspension, or retroactive cancellation of services.

TeleVoIP shall not be liable for delays, interruptions, incorrect deliveries, missed communications, or additional costs caused by late, incomplete, or inaccurate notifications.

Article 12 - Acceptable Use Policy (AUP)

12.1 Permitted use

The services may only be used in accordance with:

• Belgian law;

• European regulations;

• this agreement.

12.2 Prohibited use

Prohibited activities include:

• spam;

• phishing;

• spoofing;

• malware;

• hacking;

• brute-force attacks;

• denial-of-service attacks;

• identity fraud;

• telecommunications fraud;

• distribution of illegal content;

• infringement of intellectual property rights.

12.3 Fair use

Unlimited subscriptions are intended for normal professional and personal use.

TeleVoIP may take measures in the event of abnormal or excessive use.

Internet subscriptions for consumers include a fixed telephone line at no additional subscription fee. Calls from this line to destinations marked as included in the applicable price list are not charged for normal personal use. Calls to other destinations, including all premium-rate numbers (090x), are charged according to the applicable price list.

Abnormal or excessive use includes, among other things:

• use for commercial or professional purposes;

• call centre or telemarketing activities;

• automatically generated or forwarded calls;

• reselling call minutes;

• usage significantly higher than the average use by residential customers.

If abnormal use is detected, TeleVoIP will first notify the customer. If the abnormal use continues, TeleVoIP may charge the calls concerned according to the applicable price list or restrict the service.

12.4 Security obligations

The customer is responsible for:

• SIP accounts;

• passwords;

• PBX systems;

• routers;

• firewalls;

• mobile devices.

Costs arising from inadequately secured systems remain payable by the customer.

12.5 Network protection

TeleVoIP may investigate, restrict or block traffic where it suspects:

• fraud;

• spam;

• security incidents;

• network abuse.

12.6 Indemnity

The customer shall indemnify TeleVoIP against third-party claims arising from unlawful use of the services.

Article 13 - Hardware and Software

Supplied hardware remains the property of TeleVoIP until payment has been made in full.

Software is provided under licence only.

Copyright and intellectual property rights remain vested in TeleVoIP or its suppliers.

Article 14 - Fraud Protection

TeleVoIP may take measures where it suspects:

• PBX fraud;

• SIP fraud;

• SIM fraud;

• roaming fraud;

• artificially generated traffic;

• identity fraud.

TeleVoIP may in this context:

• block traffic;

• suspend services;

• temporarily deactivate numbers;

• request additional identification.

Article 15 - Privacy and Data Processing

15.1 Processing of personal data

TeleVoIP processes personal data in accordance with applicable Belgian and European data protection legislation, including the General Data Protection Regulation (EU) 2016/679 (GDPR) and all applicable national implementing legislation.

By using TeleVoIP’s services, the customer agrees that personal data may be processed insofar as necessary for performance of the agreement, service delivery, invoicing, customer support, fraud prevention, network security and compliance with legal obligations.

15.2 Categories of personal data

Depending on the services supplied, TeleVoIP may process, among other things:

• identification data;

• contact details;

• invoicing and payment data;

• contractual and administrative data;

• technical data relating to devices and connections;

• traffic and usage data;

• IP addresses and log files;

• data required for customer support and service provision.

15.3 Purposes of processing

Personal data may be processed for:

• entering into and performing agreements;

• providing telecommunications, internet, cloud and ICT services;

• customer management and technical support;

• invoicing and accounts receivable management;

• fraud prevention and security;

• quality control and service provision;

• compliance with legal and regulatory obligations;

• protecting the rights and legitimate interests of TeleVoIP, its customers and its suppliers.

15.4 Traffic and telecommunications data

For the provision of electronic communications services, TeleVoIP may process traffic data, connection data, number information, routing data and other telecommunications-related data for:

• establishing and carrying out communications;

• invoicing;

• network management;

• capacity planning;

• fraud prevention;

• security purposes;

• legal obligations;

• handling complaints and disputes.

Such data is processed only insofar as legally permitted and necessary for service provision.

15.5 Agents, resellers and partners

Where a customer is served through a TeleVoIP Agent or reseller, TeleVoIP may share personal data with that Agent insofar as necessary for:

• managing the agreement;

• customer support;

• technical interventions;

• invoicing;

• service delivery;

• following up questions and complaints.

The Agent may use such data only for the performance of its contractual duties and must comply with applicable data protection legislation.

15.6 Processors and subcontractors

TeleVoIP may engage processors, operators, suppliers, hosting providers, data centre operators, cloud providers and other subcontractors to perform its services.

Where such parties process personal data on behalf of TeleVoIP, appropriate contractual safeguards will be put in place in accordance with the GDPR.

15.7 Processing on behalf of customers

Where TeleVoIP processes personal data on a customer’s instructions, TeleVoIP acts as a processor within the meaning of the GDPR.

In that case, the customer remains responsible for the lawfulness of the processing for which it is the controller and shall indemnify TeleVoIP against claims arising from unlawful instructions or processing.

15.8 Security of personal data

TeleVoIP takes appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, destruction, alteration or disclosure.

The customer is responsible for securing its own devices, networks, user accounts, passwords, configurations and access rights.

15.9 Retention periods

Personal data will not be retained longer than necessary for the purposes for which it is processed, except where longer retention periods arise from:

• legal obligations;

• tax obligations;

• accounting obligations;

• telecommunications regulations;

• judicial or administrative proceedings.

15.10 Rights of data subjects

Within the limits of applicable law, every data subject has the right to:

• access their personal data;

• rectify inaccurate data;

• erase data;

• restrict processing;

• data portability;

• object to certain processing.

TeleVoIP may request additional identification before handling such requests.

15.11 Personal data breaches and security incidents

TeleVoIP handles incidents involving personal data in accordance with applicable legal obligations.

Where required by law, relevant incidents will be reported to the competent supervisory authorities and, where applicable, to the affected persons.

15.12 Data Protection Officer (DPO)

For questions concerning privacy, data protection or the exercise of rights relating to personal data, the TeleVoIP Data Protection Officer may be contacted at:

Email: ccj@televoip.be

15.13 Data protection complaints

Data subjects have the right to lodge a complaint with the competent data protection authority if they believe that their personal data is being processed in breach of applicable data protection legislation.

Article 16 - Complaints, Refunds and Invoice Disputes

Invoices must be disputed in writing within fourteen calendar days.

Undisputed portions remain payable.

Refunds are granted only for:

• amounts charged incorrectly;

• services not supplied;

• cases in which the law so requires.

Where technically possible, any refunds will be made using the same payment method as the original payment.

Article 17 - Suspension and Termination

TeleVoIP may immediately suspend a service in the event of:

• non-payment;

• fraud;

• serious security incidents;

• legal obligations;

• breach of these terms and conditions.

Article 18 - Liability

TeleVoIP is liable only for directly proven loss resulting from its wilful misconduct or gross negligence.

TeleVoIP is never liable for:

• loss of turnover;

• loss of profit;

• loss of data;

• indirect loss;

• reputational damage.

Total liability is limited to the amount of subscription fees paid by the customer during the six months preceding the event giving rise to the loss.

Article 19 - Force Majeure

Force majeure includes:

• power outages;

• cyberattacks;

• network failures;

• operator failures;

• natural disasters;

• strikes;

• government measures.

Neither party may be held liable for delays or failures directly resulting from force majeure.

Article 20 - Telecommunications Ombudsman Service

If a customer is dissatisfied with the handling of a complaint, the customer may contact:

Telecommunications Ombudsman Service

Boulevard du Roi Albert II 8 box 3, 1000 Brussels

Telecommunications Ombudsman Service

Article 21 - Governing Law

All agreements are governed exclusively by Belgian law.

Disputes fall within the jurisdiction of the competent Belgian courts, subject to statutory exceptions for consumers.

Article 22 - Final Provisions

If any provision is declared invalid, the remaining provisions remain in full force and effect.

The most recent version of these terms and conditions is published on the TeleVoIP website.

Annex - Model Withdrawal FormNew

(Complete and return this form only if you wish to withdraw from the contract.)

To: TeleVoIP BV, Ikaroslaan 1, 1930 Zaventem, Belgium, info@televoip.be

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):

______________________________________________

Ordered on (*)/received on (*): ______________________

Name of consumer(s): ______________________

Address of consumer(s): ______________________

Signature of consumer(s) (only if this form is notified on paper): ______________________

Date: ______________________

(*) Delete as appropriate.