About - Legal
 

Any email dispatched by Flextel Ltd may contain information that is confidential or privileged. If you are not the intended recipient, please advise the sender immediately by reply e-mail and delete this message and any attachments without retaining a copy. Service emails are an essential part of our service operation.

You may unsubscribe from email notifications at anytime by replying with 'unsubscribe' in the subject line without removing the original email thread. You should note that such an action would lead to termination of your service as set out in our Terms and Conditions.

This is because email is our core channel for all notices and any billing and charging information. It is used to keep you updated with the progress of your order or additional order. Voicemail, faxmail, call notification and recording is also delivered via this channel and the service cannot operate correctly without a valid email address.

For more information please see our Terms and Conditions of service and our Privacy Policy.
 
 

Flextel: Ofcom Approved Code of Practice for Complaint Handling


This Code of Practice has been approved by Ofcom

About Flextel

  • Flextel Limited was formed in 1992 by a team of management professionals, some of whom helped found and launch the Vodafone service. Flextel is UK owned and operated. It provides high quality call management solutions, utilising intelligent phone numbers. This Calling Party Pays service offers real-time call control, from a simple web interface, together with an extensive range of powerful, value added features. Flextel's solutions typically provide small businesses with corporate level communication capabilities, at zero cost. Flextel maintains an ethically led business policy, providing maximum benefit and quality to its Customers, at minimal cost to their callers. Flextel is a National Telecoms Carrier with full BT Interconnect.

Our Products and Services

  • We supply Business Numbers in many ranges, including: 0844, 0870 and 0871.
  • We supply Personal Numbers in the following ranges: 07010, 070142 and 07017.
  • For more details see Which Number Range?
  • Our pricing information is located on our Costs page.

Our Terms and Conditions

  • Our Terms and Conditions can be read at http://flextel.com/about/Legal/#Terms.
  • Our minimum contract term is twelve months.
  • A customer may cancel their service, at any time, without charge, by using the automated "Disconnect" facility, located at our website.
  • Any customer feeling they may be entitled to compensation or refund, may make a request to Customer Support. The customers request will be reviewed on its own merit, with a view to reaching an amicable settlement.
  • Our privacy policy is published at:
    www.flextel.com/about/Legal/#Privacy+Policy

Our Contact Details

  • Flextel's Office Hours are 09:00 to 17:00 Monday to Friday, excluding statutory Bank Holidays. In addition, we provide a manned 24-Hour Fault Reporting line for emergency issues.
  • Our website can assist you with almost all aspects of our products and services, together with automated signup, Password recovery systems, which are all available 24 Hours.
  • You can contact us in one of the following ways:
    • Email: ask@flextel.com - Email sent to this address is processed to the relevant Department
    • Tel: +44 (0) 870 321 1000 (Normal Office Hours)
    • Fax: +44 (0) 870 321 1001
    • 24 Hour Fault Reporting - Tel: 0370 3210 151 (This service is unable to offer PIN/Password Reminders)
    • Online secure message: www.flextel.com/secure/contact.html
    • Post: Flextel Ltd, Flextel House, The Commons, Sandbach, Cheshire. CW11 1EG, UK

Contact Details for Related Organisations

  • Ofcom - Office of Communications. Ofcom is the Communications Regulator and can be contacted in one of the following ways:
    • Email: contact@ofcom.org.uk
    • Tel: 020 7981 3040 / 0845 456 3040
    • Fax: 020 7981 3334 / 0845 456 3334
    • Post: Ofcom Contact Centre, Riverside House, 2a Southwark Bridge Road, London, SE1 9HA, UK
  • Ombudsman Services: Communications - Office of the Telecommunications Ombudsman. Ombudsman Services: Communications is an approved Ombudsman Service for public communications providers and their customers and can be contacted in the following ways:
    • Tel: +44 (0) 330 440 1614
    • Fax: +44 (0) 330 440 1615
    • Post: Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU, UK

Our Complaints Procedure

  • To ensure that any complaint can be fully investigated and resolved satisfactorily, Flextel has a clearly defined Procedure that is readily available to all Customers, as follows:
  • In the first instance, we ask that Customers contact a Customer Service Advisor via one of the following methods:
    • Email: ask@flextel.com - Email sent to this address is processed to the relevant Department
    • Tel: +44 (0) 870 321 1000 (Normal Office Hours)
    • Fax: +44 (0) 870 321 1001
    • Post: Customer Service Advisor, Flextel Ltd, Flextel House, The Commons, Sandbach, Cheshire, CW11 1EG, UK
  • In most cases, no further action will be necessary. However, if a Customer Service Advisor is unable to resolve the issue to your complete satisfaction, your complaint will be escalated to the Team Leader, who will contact you within 2 working days. Further investigation will then be undertaken. The Team Leader will then respond in writing within 10 working days of confirmed further investigation.
  • If you are still not satisfied with the resolution or explanation provided to you by the Team Leader, you can make a further written complaint to the Complaints Review Department, who will respond in writing within 10 working days of confirmed receipt.
  • If you are not satisfied with the resolution or explanation provided to you by the Complaints Review Department, they will provide the necessary information to enable a written complaint to the Executive, who will respond in writing within 20 working days of confirmed receipt.
  • In the event that all the above procedures have been followed and completed without eliciting an acceptable response or proposed resolution, we will have exhausted our Complaints Procedure and will issue an email to you stating that we have reached deadlock. Upon receipt of the email stating that deadlock has been reached, or if 8 weeks have passed since the complaint was first made, you have the option to refer your complaint to Ombudsman Services: Communications.
  • Ombudsman Services: Communications is an approved Ombudsman Service for public communications providers and their Customers and can be contacted in the following ways:
    • Email: Contact Form
    • Tel: +44 (0) 330 440 1614
    • Fax: +44 (0) 330 440 1615
    • Post: Ombudsman Services: Communications, PO Box 730, Warrington, WA4 6WU, UK

Copies

 
 

Trademarks

Flextel gained its UK trademark in 1993. After a successful application in 1998, Flextel was awarded its full European trademark. It vigorously protects its established trademarks. These include:
        • Flextel® and the flextel logo shape with the central X®
        • Flexible Telecoms™
        • Free Flexible Phone Numbers™
        • Flexible Telephone numbers for life™
        • The right number for the right job™
        • Get the right number for the right job™
 

Plus all the properties it holds worldwide, including its Internet domains.

 
 

Flextel Privacy Policy

This privacy policy explains how we use the information we collect about you and procedures that we have in place to safeguard your privacy.

Flextel Ltd is committed to protecting your privacy and will only use the information that we collect from you lawfully (in accordance with the Data Protection Act 1998). Flextel also operates an Ofcom-approved Code of Practice.

1. Information we collect and how we use it

When you purchase any of our products or services we need to know your name, postal address, email address and telephone number. The information submitted may be used for credit checking, as set out below and also for anti-fraud investigations with the appropriate regulatory authorities, as set out in our Terms and Conditions.

We may also use aggregate information and statistics for the purposes of monitoring website usage in order to help us develop the website and our products and services and may provide such aggregate information to third parties. These statistics will not include information that can be used to identify any individual.

2. Your Consent

By submitting your information you consent to the use of that information as set out in this policy. If we change our privacy policy we will post the changes on this page, and may place notices on other pages of the website, so that you may be aware of the information we collect and how we use it at all times. Continued use of the service will signify that you agree to any such changes.

Despite the global nature of the Internet infrastructure, the information you provide is kept securely only within our servers that are operated within the United Kingdom.

3. Email Notifications

You may unsubscribe from email notifications at anytime by replying to a "Service Update" email with 'unsubscribe' in the subject line without removing the original email thread. You should note that such an action will lead to termination of your service as set out in our Terms and Conditions.

This is because email is our core channel for all notices and any billing and charging information. It is used to keep you updated with the progress of your order or additional order. Voicemail, faxmail, call notification and recording is also delivered via this channel and the service cannot operate correctly without a valid email address.

We also need to provide you with essential information about our service upgrades and related products. We never intentionally send out marketing emails with respect to our products and services.

4. Cookies and Website Security

A cookie is a piece of information that is stored on your computer's hard drive by your web browser.

We use cookies in an ethical manner in order to make your experience better and help Flextel to improve its service. Except for site performance measurement purposes, using Google Analytics, we do not pass your usage data to third parties. Flextel does not use cookies to target advertising or otherwise track your activities.

Most browsers accept cookies automatically, but usually you can alter the settings of your browser to prevent automatic acceptance. If you choose not to receive cookies, you may still use most of the features of our web site, including purchasing items. However, you may find that certain handy features such as automatic login and saving account preferences do not work.

Your personal data security is encrypted by our website utilising Secure Server Technology (SSL) to protect all personal and transactional information to the highest commercial standards.

We do not store your credit and debit card details.

Please be aware that despite our strong server security, communications over the Internet, such as emails/webmails, are not secure unless they have been encrypted e.g. any ordinary email communications may route through a number of countries before being delivered - this is the nature of the World Wide Web/Internet. Flextel cannot accept responsibility for any unauthorised access or loss of personal information that is beyond our control.

5. Credit Checking

The personal information that you provide when you apply for the Flextel service may be used to carry out a credit check with licenced credit reference agencies, and to verify your identity. This is to protect you from identity theft and Flextel from fraudulent credit applications.

Information held about you by the credit reference agencies may already be linked to or associated with records relating to one or more of your partners where you have associated or joint financial arrangements.

When you apply for certain services, Flextel may assess your application with reference to any such linked or “associated” records. You may only decline a linked or associated search, but only if you declare that such a financial link does not have any adverse effect on your application. We will check the validity of your declaration with the credit reference agencies and if we discover any associated records, which would affect the accuracy of this declaration we may decide not to proceed with the application on this basis. If you wish to proceed on that basis please contact our Credit Assessment department who will carry out a manual review instead.

We will use credit scoring and/or automated decision making systems when assessing your application. If you are turned down for service, please contact our Data Protection Manager with information about the date and time of your application and any other information that you think may assist your application to be reviewed.

During the lifetime of service agreement with us, we may disclose account and billing information to the credit reference agencies such as change of address, the payments you made, account balances, any payment default, dispute, queries and debts. This information will be retained by the credit reference agencies, and may be used by us and other organisations to help make decisions about other credit applications made by you or other members of your household with whom you are linked financially.

We will also share your details with fraud and theft prevention agencies to protect you and us from fraud and theft. Information supplied to these fraud prevention agencies may result in a warning marker being placed against the address or addresses used in any applications and this will be accessible to other members of those fraud prevention agencies. A warning marker means that Flextel and other members of these fraud prevention agencies should take extra precautions to ensure that personal and address information is genuine – this helps to protect an address from any further misuse.

Information held by fraud prevention agencies may also be shared with other organisations to help them make decisions on motor, household, credit, life and other insurance proposals and insurance claims, for you and members of your household.

Any information we hold about your account will also be used for debt tracing and claims assessments. In the event that you do not repay in full and on time, we may tell credit reference agencies who will record the outstanding debt.

If you do not become a customer of Flextel Limited we will continue to hold information about you for customer enquiries, complying with any legal obligation and for the prevention and detection of fraud.

If your application is declined following a credit check and because of information held by the below credit reference agencies used from time time by Flextel Limited, you can request a copy of your credit reference file by writing to:

Experian Limited
Consumer Help Service,
PO Box 8000,
Nottingham
NG1 5GX.
Tel: 0870 416212

Equifax PLC
Credit File Advice Centre
PO Box 1140
Bradford
BD1 5US.
Tel: 08705-143-700

Please note that these credit reference agencies will charge a fee to provide you with a copy of your credit reference record. The fee will depend on the level of detail that you request. More information is given on the websites referred to above.

6. Data Protection and Your Rights

If you believe that Flextel Limited is in breach of UK data protection law, you should put your complaint in writing to the Data Protection Manager at the address below, setting out your case. If you have any enquiries about Flextel Limited’s data protection or privacy practices, you should put your enquiry in writing to the Data Protection Manager at the address below.

You can write to Flextel at any time to obtain details of the personal information we may hold about you. It would be helpful if you could provide a brief description of the information that you would like from us.

Please write to the: Data Protection Manager
Flextel Limited
Flextel House
13-15 The Commons
Sandbach
CW11 1EG
Your request should include:
  • Your Flextel Number or your Account number.
  • Confirmation of the security password that you have set up on your Account.
  • Proof of identity (e.g. a copy of your passport or driving licence).
  • Confirmation of registered or account address (e.g. a copy of a utility bill).
  • A cheque or postal order for £10.00.

Please note that the following information cannot be provided even if requested:

  • The content of any calls, faxmails or voicemails because this is not logged or retained by Flextel Limited.
  • The content of any text messages sent or received because this is not logged or retained by Flextel Limited once the message has been sent to the intended recipient.
  • Information about incoming calls to your Flextel Number, because this is held as billing or charging data in relation to the calling customer and not you, the receiving customer. This data would only be provided with the consent of the calling customer or a court order.
  • Information about charges relating to use of the prepay service. The prepay service does not require billing information because the cost of use is deducted from your credit.
 
 

Flextel Terms and Conditions of Service


1. Definitions

Wherever the following words and expressions appear in these terms and conditions, they have the following meanings:-

'We', 'Us' and 'Our'

Flextel Limited, a company having its Registered Office at 24 - 32 London Road, Newbury, Berkshire, RG14 1JX. Registered in England No. 2772380 and with its normal trading address for all correspondence being at Flextel House, 13-15 The Commons, Sandbach, Cheshire, CW11 1EG, England.

'Flextel'

The business name of Flextel Limited and its registered EU trademark.

'You' and 'Your'

The customer named on the original Order and all legal successors as recorded in the Account and any user of the Password or PIN.

'Account'

The record, protected by your Password, where we hold, both current and historic, your Personal Data and any Charges or payments due from or paid by you.

'Admin Password'

The sequence of words or numbers assigned to protect the Account at the time of first order of a Flextel Number and changed by you or by us on your behalf from time to time.

'AIT'

The Artificial Inflation of Traffic (usually associated with fraudulent use of the telecommunications infrastructure and/or networks) as defined by Ofcom.

'Activation' and 'Activate'

The point at which you instruct our systems to connect a Flextel Number to your designated Network Termination Point including, but not limited to, a phone number, voicemail service, fax service, conference service or VoIP address.

'Address'

Your current 'Email Address' and your current 'Postal Address' as recorded in your Account.

'Agreement'

The agreement is between us and you in respect of the Services to which these terms and conditions apply including our current price list.

'Call Seconds'

The period of accumulated answered calls in seconds for each Flextel Number, as measured by us; and sixty (60) Call Seconds being one 'Call Minute' and sixty (60) Call Minutes being one 'Call Hour' and twenty four (24) Call Hours being one 'Call Day'.

'Charges'

The Service Charge(s), Usage Charges and any other charges payable by You in respect of the Services shown in the Price List or otherwise Incurred under this Agreement.

'Connection Charge'

The charge published in our Price List for connection of a Flextel Number to The Service, payable with this Order.

'End User'

The person or legal entity using the Services.

'Equipment'

Any equipment approved for connection to our or any public telecommunications system which enables use of the Services in conjunction with a Flextel Number.

'Flextel Number'

The necessary telephone number as may be allocated by us to you in the provision of the Services to a Customer which enables access to the Services and which is protected by the PIN.

'FlexCredit'

Those prepaid credits ordered using the pre-payment charging method to top-up your Account with funds at a time and to a level of your choosing, subject to minimum funding levels, as specified in the Price List.

'FlexPoints'

The points remuneration provided in the Flextel Rewards Program.

'Minimum Term'

Is the shortest period of time you contract to take our service.

'Minimum Usage'

Is the least activity required on a Flextel number.

'Network'

Our public telecommunications system or any such system leased by us or subcontracted to us by which the Services are made available.

'Obligations'

You agree not to use any of the services that Flextel provides to break any applicable law, rule or regulation.

'Order'

Your written order for the Services on paper, fax or in other electronic format at our sole discretion and subject to these terms and conditions.

'Price List'

The list of Charges containing explanations, definitions, notes and conditions which form part of this Agreement, as published by us from time to time at www.flextel.com/costs.

'Selection Charge'

The charge published in our Price List payable with this Order on any selection of a coveted Flextel Number.

'Quarantine Period'

The period after which disconnected numbers may be reused. In order to maximise quality this is normally twelve (12) months after the last answered call. Shorter or longer periods may apply in special circumstance at our sole discretion.

'Services'

Those telecommunications and other services as may be made available to you from time to time.

'Service Charges'

The standing sum published in our Price List payable by you periodically for continued access to the Services.

'Signed' and 'Signing'

For the purposes of the Agreement any Order made electronically shall be deemed signed when your Activate your Flextel Number or first use the Services whichever is the earlier and by signing the Order you agree to be bound by the Agreement.

'Traffic Data' and 'Call Statistics'

The call information provided to Customers and provided for statistical analysis purposes only and not to be used as a basis for customer billing.

'Usage Charges'

The charges per unit of time, if any, as published in our Price List for metered usage of the Services.

'Website'

The Internet web site(s) owned and operated by us, including but not limited to https://www.flextel.com.

2 General Conditions

  1. By using the Services you will be deemed to have accepted this Agreement.
  2. You agree that this Agreement is the complete and exclusive statement of the agreement between you and us.
  3. It supersedes all understandings or prior agreements whether oral or written, and all representations or other communication between you and us.
  4. You may not assign or try to assign any or all of your rights and responsibilities under this Agreement but we may assign all or any of ours without your consent being required.
  5. You agree to the disclosure to any telecommunications regulator, telecommunications company, debt collection agency, credit reference agency, security agency, or financial institution, of any information relating to this Agreement and your Account or such other disclosure as may be within our Data Protection Act registration.
  6. We agree to protect your data and privacy as set out in our Privacy Policy.
  7. You must inform us of any change in the Address by updating your Account promptly.
  8. We will address all bills and any notices under this Agreement to the Address.
  9. Any bill or notice from us to you shall be deemed served at the Address within 48 hours of either posting or dispatch by Email, the method of transmission being at our sole discretion.
  10. Any waiver, concession or extra time we may allow you is limited to the specific circumstances in which it was given. It does not affect our rights under the Agreement in any other way.
  11. This Agreement shall be governed, construed, and shall take effect in accordance with the laws of England. It shall be subject to the jurisdiction of the English Courts.
  12. In the case of a complaint, in the event we cannot reach agreement, we will send You a deadlock letter, in which case you have the option to refer certain disputes to arbitration under an Alternative Dispute Resolution (ADR) scheme, in accordance with our, Ofcom-approved, Code of Practice for Complaint handling. If the complaint is not considered vexatious, it will normally be processed by the ADR scheme provider at no cost to You.

2.1 Acceptance of Orders

  1. We will only be bound by your Order once your Email Address has been validated and any initial Charges have been paid and any due diligence checks have been completed.
  2. It is your responsibility to verify that your email mailbox is in proper working order and you must assume the risk of all consequences for errors in sending and receiving email, unless caused by our negligence.

3. Your Account

  1. We will open an Account in your name in which all Charges will be recorded.
  2. Your Account is protected by the Password, which we will provide to you and you may change but must keep secure at all times.
  3. According to your Order, we will issue you with a Flextel Number and make the Services available to you as soon as reasonably practicable.
  4. You may apply for additional Flextel Numbers at any time to be added to the Account or an additional Account.
  5. Each Order for additional Flextel Numbers accepted by us will be subject to the terms and conditions of this Agreement.
  6. You will be provided with a PIN for each Flextel Number you Order, which you may change but you must keep secure at all times.

4. PIN and Password Security

  1. You must not reveal your PIN or Password to any third party, unless they are acting as your authorised agent.
  2. Regardless of the use of your authorised agent, you will remain liable at all times for the operation of the Flextel Number under the terms of this Agreement until you request us to disconnect the said number in writing or until a third party accepts the transfer of the number by Signing a new Agreement with us for that number.

5. Minimum Term & Usage

  1. Unless we have otherwise agreed in writing, each Flextel Number is issued to you for the Minimum Term of twelve (12) months from the date that we first make the service available to you.
  2. In order to conserve numbering resources and to comply with Ofcom numbering regulations, each connected Flextel Number is provided to you on the basis that you receive at least one answered call per year, the Minimum Usage, to indicate to us that your Flextel Number is still in use and still required by you.
  3. In the case of numbers that are connected either free of charge or by using a Flextel Voucher, you must receive the first call within 30 days of connection, in order to avoid automatic recovery by our systems.

6. Provision of Services

We will use reasonable efforts to make the Services available to you at all times. However, the quality and availability of the Services may be affected by factors outside our control such as fire, flood, land heave and subsidence, physical obstructions, atmospheric conditions, Acts of God, industrial action, default or failure of a third party, or governmental or regulatory intervention. The Services may also be affected by faults in other telecommunication networks to which the Network is connected.

In all such cases you agree that we cannot be held responsible for such events and that we shall have the right to claim force majeure and be absolved from all liability, except where explicitly stated elsewhere in this Agreement.

6.1 Service Provision

  1. The Service may not be available on all networks within the United Kingdom, nor in all other countries and may be restricted to certain areas within those countries where access to the Service is possible.
  2. We may vary the technical specification of Service from time to time.
  3. The Network may from time to time require upgrading, modification, maintenance or other work which may result in partial or complete non-availability of the Service.
  4. We may record or monitor telephone calls between you and us (or our agents) for training, quality control and our lawful business purposes.
  5. You are solely responsible for evaluating the accuracy, completeness the value and integrity of goods and services offered by third parties over the Service. We will not be a party to or in any way responsible for any transaction concerning third party goods and services, except in the case of negligence on our part.

6. 2 The services are made available to you on the basis that you :-

  1. must give us any information which we may reasonably request.
  2. must comply with any reasonable instructions issued by us which concern your use of the Services.
  3. must not use or permit anyone else to use the Services :-
    1. fraudulently, or in connection with a criminal offence, in breach of any law, regulation or statutory duty;
    2. to make a call or send a message which is offensive, abusive, indecent, defamatory, obscene or menacing, a nuisance (including to our staff) or a hoax, in breach of any Rights or privacy or otherwise unlawful;
    3. to cause annoyance, inconvenience or needless anxiety as set out in the Communications Act 2003;
    4. other than in accordance with acceptable use policies of any connected networks and (if appropriate) any relevant Internet standards;
    5. to generate AIT;
    6. to persistently send automated unsolicited communications.
  4. must not appear on the Ofcom Consumer Protection Test lists or the PhonepayPlus Prohibition List.
  5. must comply with any relevant PhonepayPlus regulations. Depending on your service use you may be considered by PhonepayPlus to be a service provider.
    1. Agree that by using the service as a PhonepayPlus designated Network Operator we may, without notice, use your personal data to make various checks, including anti-fraud with various regulatory authorities, including but not limited to PhonepayPlus and Ofcom.
    2. Indemnify Flextel, as your Network Operator, from all liability, in case of your non-compliance with your obligations as a PhonepayPlus Service Provider.
  6. you provide us with an Address for billing purposes and that you maintain this Address and that you update your Account promptly of any changes to it.
  7. must, for voice over IP, VoIP, originated calls from your Flextel account, in order to enable access to UK emergency services by dialling 999 or 112, use the Flextel provided equipment in the configuration as specified by Flextel. If you make voice IP originated calls from your Flextel account with alternative equipment you must make alternative communications arrangements to ensure that you can make emergency calls if needed. Please note that unprotected electrical dependant equipment used to make emergency calls will not function during an electrical power outage, so it is therefore highly recommend that you ensure that you have an alternative means of contacting the emergency services such as a mobile phone or a wired phone plugged directly into the PSTN.

7. Charges - What and How You Pay

  1. All charges, if applicable, are shown in the Price List. VAT will be added to all bills at the current and applicable rate.
  2. Prices may be subject to change, for further details see the up to date Price List on our website.
  3. You will remain liable for all Charges for the Services provided to a Flextel Number Ordered by you, whether or not used by you.
  4. We reserve the right to apply a monthly financial limit for any Usage Charges incurred under your Account.
  5. We reserve the right to suspend access to the Services, in whole or in part, if you have insufficient Prepaid Credit to cover the entire call routing or if your monthly billing limit is exceeded.

7.1 Monthly Billing

  1. Payment is due strictly when you receive your bill.
  2. If payment is not made on the due date, we may suspend the Services and charge interest on all sums outstanding at the rate of 2% above the base rate of Barclays Bank plc. The interest rate used shall be that in force on the bill date, and will be applied from the bill date until the date of actual payment.
  3. It is our current policy to bill you in advance for Service Charges and in arrears for any Usage Charges. We do reserve the right to amend the billing period and to submit interim bills to you. Connection Charges and Selection Charges are due at the time of Order.

7.2 Prepaid Services

  1. For those services ordered using the pre-payment charging method you may choose to top-up your Account with funds at a time and to a level of your choosing, subject to minimum funding levels, as specified in the Price List. This is your 'FlexCredit' level.
  2. An invoice will be dispatched to your Address once payment has been cleared by our systems. This is normally within three working days.
  3. You pay for the Service by purchasing FlexCredit, using your credit card or debit card or by any other method approved by us from time to time.
  4. Each time you incur charges, the FlexCredit that are registered on your Account will be reduced according to the duration of the call/message and the type of call/message by reference to the charges shown in the Price List.
  5. FlexCredit purchased by debit card or credit card or Paypal will be credited to your Account, subject to security checks.
  6. You can choose to permit Auto-Topup at the time when you buy FlexCredit. Your FlexCredit balance will be topped-up with the same amount and by the same payment method chosen when you first sign up for Auto-Topup. You can subsequently change the amount by accessing your Account. If selected, Auto-Topup will occur when your FlexCredit drops below half the Auto-Topup amount you have selected. You can disable Auto-Topup at any time by accessing your Account.
  7. We are not obligated to make a refund to you when you have purchased more FlexCredits than you intended, for whatever reason. If you wish to stop using the Service at any time, there will be no refund of unused FlexCredits. This is an anti-fraud and money laundering measure.

7.3 Monthly Plans

  1. Monthly plans allow you to bulk purchase a volume of minutes, 'allowance', of the type for that plan, which would otherwise require pre-payment by FlexCredits.
  2. Each plan will start and renew one month after your opt-in date and runs for a month or until you have used your stated allowance, whichever is sooner.
  3. For each call made which is within the plan, your plan allowance will be deducted by the call duration, rounded to the next whole minute.
  4. In addition to 7.3iii, for every call received on your 080 numbers, your plan allowance will be deducted by the call duration, rounded to the next whole minute.
  5. Call types not within the plan, will be chargeable.
  6. Once you have used your stated allowance, calls will be charged using the pre-payment charging method.

8. Rewards Program

  1. By opening an Account you will be eligible to enter the FlexPoints reward Program. You agree that you have read, understood and accepted the program rules.
  2. The FlexPoints reward structure is subject to modification, cancellation, or limitation at Flextel's discretion, with or without notice.
  3. The number of FlexPoints required to redeem any reward may be substantially increased, any reward may be withdrawn, and restrictions on any reward or reward redemption may be imposed at any time. The current redemption rates will be available on the Flextel website rewards page(s).
  4. FlexPoints may be collected by calls received by yourself or anyone you refer; or purchases from Flextel via Paypal made by yourself or anyone you refer, using a Flextel approved referrer link. The number of FlexPoints collected for a purchase or call will be specified on the Flextel website rewards page(s).
  5. FlexPoints may be redeemed to FlexCredit or Flextel Vouchers at any time at the current redemption rate.
    1. Vouchers can only be used for Connection of Flextel Numbers up to the value specified. They have no monetary value and cannot be exchanged for cash.
    2. Vouchers are valid up to and including the designated expiry date.
  6. FlexPoints may be redeemed to cash, for redemption values of £10 and upto and including £500, at the current redemption rate, subject to the following terms:
    1. FlexPoints collected in the current and previous 2 months are not eligible for cash redemption.
    2. FlexPoints collected from calls to your 070 numbers are not eligible for cash redemption, due to Ofcom restrictions.
    3. Payment to your nominated Paypal account only.
    4. The nominated Paypal account must have previously made a purchase from Flextel.
  7. FlexPoints may be redeemed to cash, for redemption values over £500, at the current redemption rate, subject to the following terms:
    1. FlexPoints collected in the current and previous 2 months are not eligible for cash redemption
    2. FlexPoints collected from calls to your 070 numbers are not eligible for cash redemption, due to Ofcom restrictions.
    3. Upon receipt of an invoice.
    4. Payment by direct bank transfer only.
    5. Your invoice address must be identical to your Postal Address (as registered in your account).
    6. Subject to the satisfactory outcome of our due diligence process, this being based on the PhonepayPlus recommended due diligence process.
  8. We reserve the right to withhold payment in the event of failure to meet the above terms or that we have reasonable grounds for suspecting AIT or other fraudulent or unlawful activity.
  9. When you promote our service you agree that you:
    1. accept that you are acting independently and not as part of Flextel.
    2. shall not make any representation for or on behalf of Flextel.
    3. shall immediately bring to the attention of Flextel any improper or wrongful use of our Trademarks.
    4. shall not share with end users any revenue obtained from providing a Personal Numbering Service in accordance with Personal Numbering acceptable use policy as published by Ofcom or its legal successors
    5. fully comply with all relevant PhonepayPlus Service Provider regulations.

9. Liability

  1. In the case of death or personal injury caused by negligence on our behalf, Flextel will accept liability without limitation, where you deal as a consumer (as defined in Section 12, Unfair Contract Terms Act 1977) for any breach by us of any obligation implied by statute to use reasonable skill and care in the provision of the Services.
  2. We also accept liability up to a maximum of one thousand pounds for direct physical damage to or loss of property resulting from our negligence.
  3. You are required to notify us of any claim as soon as reasonably practicable and in particular, within ten (10) days of you suffering any alleged physical damage to or loss of property. This Section specifies our entire liability (including liability for negligence) to you.
  4. Except as provided above, we shall not be liable for any loss, damage or injury to you whatsoever or howsoever whether direct or indirect, consequential or contingent and whether foreseeable or not. In particular we shall not be liable for any financial loss, loss of business, profit, savings, revenue use, or goodwill. All other statutory express, implied, or collateral terms, conditions, or warranties are negated and excluded.
  5. We will not be liable to you in any event if we are unable to perform an obligation or provide the Services to you because of any factor outside of our control, including but not limited to Acts of God, industrial action, default or failure of a third party, governmental or regulatory intervention.
  6. You are required to indemnify us in respects of any costs or legal fees incurred by us as a result of any breach of this Agreement by you.

10. Suspension of Services

We may suspend the Services in whole or in part and disconnect any Flextel Number from the Network, and close your account, at any time without notice if:
  1. you provide us with an invalid Address.
  2. you fail to maintain a current and valid Address for us to communicate with you or if we find any of your information to be false at any future date.
  3. the Network breaks down, or requires modification or maintenance. We will use our reasonable efforts to keep such events to a minimum.
  4. you do not comply with any of the terms of this Agreement or you exceed any financial limit imposed by us under this Agreement.
  5. you act in such a way that the operation of the Network will be jeopardised or impaired.
  6. you become listed on the Ofcom Consumer Protection Test lists or the PhonepayPlus Prohibition List.
  7. you fail to comply with Ofcom or the PhonepayPlus regulations.
  8. you do not use your Flextel Number to answer a call for a continuous period of twelve (12) months, then in order to conserve numbering resources and to comply with Ofcom numbering regulations, your number will be automatically disconnected and may be returned to stock for resale. In the event that the last number on any account is disconnected by us, we reserve the right to close your Account. All FlexPoints allocated to this account will be lost in this case.

10.1 Charges and Reinstatement

  1. You will remain liable for all Charges during the period of the suspension. Flextel reserve the right to review our decisions For example, we would waive charges in the unlikely event that the Network suffered a complete breakdown.
  2. If you require reconnection we reserve the right to make a charge for any reconnection and apply different payment terms to you as a condition of reconnection, except only in the circumstances where the Network breaks down, or requires modification or maintenance.
  3. Where any such suspension occurs, we shall send you Notice in writing to your last known Address. You shall be liable for any administration charges we deem applicable to unbar your number and/or Account.

11 Variation

  1. We may vary any of the terms and conditions of this Agreement from time to time including charges if new legislation, statutory instruments, or other governmental or regulatory interventions make it necessary.
  2. In such cases we will use our reasonable endeavours to provide thirty days notice of such changes only providing that such interventions are made firm by the regulatory authorities ninety days prior to the planned date of enactment of the said interventions. This is to permit us reasonable time to design, test, modify service changes, including software and hardware systems and vary contract with our suppliers, such as BT. In the absence of us receiving the said ninety days notice, we reserve the right to change our terms without this notice period notice.
  3. In all such cases you agree that we cannot be held responsible for such events and that we shall have the right to claim force majeure and be absolved from liability, except where explicitly stated elsewhere in this Agreement.
  4. Please note this Agreement is updated from time to time. Changes will be posted on our website at: www.flextel.com/about/Legal/#Terms. Please check these regularly as continuing to use the Service after changes have been posted on our website will mean that you agree to these terms as amended.

12 Termination - When the Agreement Ends

12.1 Termination by Us

We may terminate this Agreement in whole or in part immediately if:
  1. you request to be removed from our Service update notifications which we may send you from time to time, you agree to waive all rights to use the Flextel Service.
  2. you fail to comply with Ofcom or PhonepayPlus regulations.
  3. you do not maintain your current Address in your Flextel Account.
  4. you are in breach of any of the terms of this Agreement and you do not remedy the breach within 7 days of the date of a written notice from us specifying the breach.
  5. you make, or offer to make, any arrangement or composition with creditors, or commit any act of bankruptcy, or if any petition or receiving order in bankruptcy is presented or made against you; or if you are a limited company and any resolution to wind up that company is passed, or if a receiver is appointed over the whole or any part of such company's assets, or if we reasonably anticipate that any such events are imminent (in either case) if you take or suffer similar action on account of debt.
  6. any licence to run the Network, whether issued under the Wireless Telegraphy Act 1949 to 1967, the Telecommunications Act 1984, the Communications Act 2003, any relevant EU directive or otherwise is revoked, terminated or modified for any reason either in whole or in part.
  7. we cease to make the Network available for any reason.
  8. if we terminate this Agreement for any reason other than (vii) above, you must pay all outstanding Charges on your Account, including outstanding Service Charges for any Flextel Number still within its Minimum Term.
  9. In the event that the last number on any Account is disconnected for any reason, we reserve the right to close your Account, in which case all your collected FlexPoints will be lost and your Agreement may be terminated, at our sole discretion.

12.2 Termination by You

  1. If you terminate this Agreement for any reason you must pay all outstanding Charges on your Account including outstanding Service Charges for any Flextel Number still within its Minimum Term.
  2. If there are no outstanding charges and you want to terminate this Agreement or any individual Flextel Numbers under it, you may do so at any time, without charge by using the "Disconnect Number" facility made available on the Website, at which point the Flextel Number will be returned to us for reallocation to another customer after the Quarantine Period.
  3. If you wish to terminate the Agreement, but retain the Flextel Number, using the industry standard Number Portability facility then, within the Minimum Term we will make a charge, by way of compensation, for ending the service early. This charge will be calculated, for each of the numbers you wish to retain, by multiplying the months (or part months) remaining of the Minimum Term by £10. After the Minimum Term has been reached, you may terminate the Agreement at any time and retain your Flextel Number, by giving us written notice and paying any industry standard porting fees applicable at that time. Your Flextel Number will be disconnected from your Account and marked as 'Ported' within the Network.
  4. In the event that the last number on your Account is disconnected by you, we reserve the right to close your account, in which case all your collected FlexPoints will be lost.

Flextel® and the Flextel device is a registered EU Trade mark of Flextel Limited.
Registered Office: 24 - 32 London Road, NEWBURY, Berkshire, RG14 1JX. Registered in England No. 2772380