Website terms and Service Terms

Website terms of use

Last updated: 10 September 2026

These terms govern your use of www.infinitelcomms.co.uk (the "site"), which is operated by Infinitel Communications Limited, a company registered in England and Wales under company number 10653020, with its registered office at C/O Williamson & Croft LLP, York House, 20 York Street, Manchester, M2 3BB and its trading address at 2 Beecham Court, Wigan, WN3 6PR. By using the site you accept these terms. If you do not accept them, please do not use the site.

These terms cover the website only. The services we provide to customers and partners are governed by our Service Terms, published on this page below, together with the Order for each service. If there is any conflict between these website terms and the Service Terms or an Order, the Service Terms and the Order apply to the services.

Using the site

You may use the site for lawful purposes and in a way that does not infringe anyone's rights or restrict anyone else's use of it. You must not attempt to gain unauthorised access to the site, its servers, or any connected system; introduce malicious code; scrape or copy the site systematically; or use it to send unsolicited communications.

Our customer portals, reached from the site, have their own login terms and acceptable-use requirements as part of your service agreement.

Information on the site

We take care to keep the information on the site accurate and current, but it is general information about our services and is not advice. Product availability, specifications, pricing and coverage depend on your location, the services chosen and our suppliers, and are confirmed in a written proposal or order. Nothing on the site is an offer capable of acceptance; a contract for services is formed only when we accept your order under the service terms.

Third-party product names, logos and partner marks on the site (including 3CX and Microsoft marks) belong to their owners and are used to describe the products and partnerships we hold.

Enquiry forms

Information you send through the site's enquiry forms is handled as described in our privacy policy. Sending an enquiry does not create an account or a contract.

Intellectual property

The site and its content, including text, design, graphics, logos and code, are owned by or licensed to Infinitel and protected by copyright and trade mark law. You may view, download and print pages for your own use in considering our services. You may not otherwise reproduce, modify, distribute or commercially exploit any content without our written permission.

Links

The site contains links to third-party websites, including our portals, supplier sites and partner sites. We link to them for convenience and do not control or endorse their content. Your use of those sites is subject to their own terms.

You may link to our home page in a way that is fair, legal and does not suggest any association or endorsement that does not exist. We may withdraw linking permission at any time.

Availability and changes

We may change, suspend or withdraw any part of the site at any time without notice. We do not guarantee that the site will be available or error-free, and we may update these terms by publishing a new version on this page.

Liability

Nothing in these terms limits or excludes our liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited or excluded by law.

Subject to that, we exclude all implied conditions, warranties and representations in relation to the site and its content, and we will not be liable for any loss or damage arising from your use of, or inability to use, the site or from reliance on any content on it, including indirect or consequential loss, loss of profit, business, data or goodwill. This does not affect any liability we have under a service agreement with you, which is governed by its own terms.

Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute relating to them or to the site.

Contact

Questions about these terms: hello@infinitel.co, 0333 048 0000, or write to Infinitel Communications Limited, 2 Beecham Court, Wigan, WN3 6PR.

Infinitel Service Terms

Version 1.0 · Last updated 10 September 2026

These Service Terms govern every service that Infinitel Communications Limited provides to business customers and partners. They replace our previous General Terms and Conditions for all orders accepted after the date above.

1. About these terms

1.1 "We", "us" and "Infinitel" mean Infinitel Communications Limited, company number 10653020, registered office C/O Williamson & Croft LLP, York House, 20 York Street, Manchester, M2 3BB, trading from 2 Beecham Court, Wigan, WN3 6PR. "You" means the customer named in the Order or the account holder who places an order with us.

1.2 A Contract between us is formed when we accept an Order. An Order may be (a) an order form or Network Services Agreement schedule signed by both of us; (b) an order placed through our affINITy customer portal or another ordering system we provide; or (c) a written quotation from us that you accept by email or in writing. Where an Order is placed through a portal, we accept it when we begin provisioning the Service.

1.3 The Contract consists of these Service Terms, the Order, and any service-specific terms or service description we expressly incorporate in the Order. If they conflict, the Order prevails for the specific Service it describes, then any service-specific terms, then these Service Terms.

1.4 The Services are provided for use in the course of your business. They are not offered to consumers.

1.5 Anyone who places an order on your account, signs an Order, or uses your portal login is treated as authorised by you to bind you.

2. Definitions

"Charges" means the charges for the Services set out in the Order, as changed under clause 8, plus applicable taxes and any interest due.

"Committed Period" means, for each Service, the minimum period stated in the Order. Where the Order states none, the Service is provided on a monthly rolling basis with no Committed Period.

"Credit Limit" means the monthly limit we set for Charges on your account, notified to you, which we may review from time to time.

"Equipment" means hardware we supply or lend to you in connection with a Service.

"Service" means a service described in an Order, and "Services" means all of them.

"Service Failure" means a failure or defect in a Service caused by us, excluding anything caused or contributed to by you, your equipment, third parties (including other communications providers and internet services) or events beyond our reasonable control.

"Software" means software we provide to enable you to use a Service, including documentation.

3. Our Services

3.1 We will provide the Services with reasonable skill and care and in accordance with the Contract.

3.2 We will use reasonable efforts to start each Service by any date stated in the Order. Dates are estimates for planning purposes; we are not liable for failing to meet them, and delivery of connectivity and number services depends on third-party carriers and on the availability of service at your address. A Service is treated as accepted when we tell you it is ready for use, unless you report a defect to us within five working days.

3.3 We do not guarantee that the Services will be uninterrupted or free from Service Failures. We may suspend a Service for planned maintenance, giving reasonable notice where practicable, and for emergency maintenance without notice.

3.4 We may change the technical specification of a Service, or the way we deliver it, provided the change does not materially reduce its functionality. Where it would, clause 12 applies.

4. Support and service levels

4.1 Our support desk is available Monday to Friday, 08:00 to 20:00, excluding bank holidays. Business-critical faults (no workaround and severe business impact) are covered 24 hours a day, 7 days a week. Provisioning and billing enquiries are handled Monday to Friday, 09:00 to 17:00.

4.2 Report faults to our support desk with enough information to let us investigate. We log the time we receive each report.

4.3 Where an Order includes a service level agreement, that SLA sets out the target response and restoration times and any service credits, which are your sole remedy for the failures it covers. Where no SLA is stated, we will restore Service Failures as soon as we reasonably can, and your sole remedy for a Service Failure is restoration of the Service together with, where a recurring Service is wholly unavailable for more than 24 consecutive hours after you report it, a credit of the recurring Charges for that Service pro rata to the period of unavailability.

4.4 If we investigate a fault you report and find there was no Service Failure, or that the cause was your equipment, your network or a third party, we may charge you our reasonable costs of investigation at our then-current rates.

5. Your responsibilities and acceptable use

5.1 You must not use, or allow anyone to use, the Services in a way that: (a) breaks any law or regulation, or causes us to; (b) compromises the security or integrity of our network, systems or other customers' services; (c) enables unauthorised access to any data or system; (d) sends unsolicited marketing, nuisance or fraudulent calls or messages, or spoofs calling line identity; (e) transmits or stores material that is unlawful, defamatory, obscene or infringes anyone's rights; (f) degrades the service of other customers or overloads our network; (g) exceeds your Credit Limit or any fair-use limit stated in the Order or service description; or (h) causes us to breach our regulatory authorisations or our suppliers' terms.

5.2 You are responsible for the security of your use of the Services, including protecting passwords, portal credentials, SIP credentials and PBX configuration, keeping virus protection and firewalls current, backing up your data, and maintaining a disaster-recovery process. You are liable for all Charges incurred through the Services, whether or not you authorised the usage, including calls or traffic generated by malware, compromised credentials, misconfiguration or unauthorised users, unless caused by our negligence. We may bar international, premium-rate or other destinations, impose usage limits, or suspend a Service without notice where we reasonably suspect fraud or misuse; we will tell you as soon as practicable.

5.3 Tell us promptly if you become aware of any threat to the security of the Services, and give us at least two working days' notice of any campaign or event likely to place abnormal demand on your Services or our network.

5.4 You will obtain any consents and permissions we need to provide the Services, including access to your premises at reasonable times on reasonable notice, and will give us reasonable assistance and accurate information. Work outside normal office hours is by agreement and chargeable at our then-current rates.

5.5 You will indemnify us against claims, losses and reasonable costs arising from your breach of this clause 5 or from your use of the Services in breach of the Contract.

6. Equipment

6.1 Equipment we supply on loan or rental remains our property or our supplier's. We grant you a non-exclusive licence to use it at the site stated in the Order for as long as the related Service is provided. You will keep it in good condition, insure it against loss and damage, not move it without our agreement, and return it promptly when the Service ends; if you do not, we may charge you its replacement cost. Risk passes to you on delivery.

6.2 Equipment we sell to you becomes yours when we receive payment in full. Until then it remains our property.

6.3 Your own equipment must comply with applicable law and technical standards and meet the minimum specifications we notify. We may refuse to connect, or may disconnect, equipment that could damage our network, impair the Services, endanger anyone, or breach our obligations to third parties.

7. Telephone numbers, porting and emergency calls

7.1 Numbers we allocate to you are provided for use with the Services. You acquire no ownership of them, and we may withdraw or change them on reasonable notice where required by law, regulation or our carriers. You may port numbers to us, and port numbers away from us to another provider, in accordance with the industry porting process. We will not charge you directly for porting a number away from us.

7.2 Internet-based voice services (including SIP trunks, hosted and managed PBX services and Teams calling) depend on your power supply and internet connection. During a power cut or internet outage the Service, including calls to the emergency services on 999 and 112, may not work. You must keep an alternative means of calling the emergency services available, tell us if any user at a site relies on the Service to contact the emergency services and has no alternative, and keep the address registered against each number accurate so that emergency calls can be located.

8. Charges and payment

8.1 Charges are payable from the date a Service, or part of it, is first made available to you, and are stated exclusive of VAT, which is added at the applicable rate.

8.2 We invoice as stated in the Order, and otherwise monthly in advance for recurring Charges and monthly in arrears for usage. Invoices are payable in full, without set-off or deduction, within 14 days of the invoice date unless the Order states otherwise. We may require payment by direct debit.

8.3 We may charge interest on overdue amounts at 8% a year above the Bank of England base rate, accruing daily from the due date until payment, before and after any judgment, together with the fixed compensation and reasonable recovery costs provided for by the Late Payment of Commercial Debts (Interest) Act 1998.

8.4 If you dispute an invoice you must tell us within 60 days of the invoice date, giving reasons, and pay the undisputed part on the due date; after 60 days the invoice is treated as accepted. We will not pursue a properly disputed amount while we investigate in good faith.

8.5 We may change the Charges for a Service by giving you at least 30 days' written notice. If a change to Charges or to these terms is not exclusively to your benefit, you may end the affected Service without paying early termination charges by telling us before the change takes effect; this does not apply to changes required by law or regulation, to changes in third-party carrier or regulatory charges we pass through at cost, or to usage-based charges that vary by their nature.

8.6 We may set and revise a Credit Limit for your account and may suspend Services that exceed it. We may carry out credit and identity checks with credit reference and fraud prevention agencies when you open an account and while you owe us money; our privacy policy explains this.

8.7 We may require a deposit or payment in advance where our credit assessment justifies it, and may increase a deposit or Credit Limit requirement if your usage or payment record changes.

8.8 Where the Order states a minimum monthly usage or spend for a Service and your usage falls below it, we may charge you the shortfall for that month.

8.9 Recurring Charges may be increased once in each year, on 1 April, by up to 5% or by the amount stated in the Order, on at least 30 days' notice. Because this increase is provided for in the Contract, it does not give rise to the right in clause 8.5 to end the Service.

9. Term, renewal and cancellation

9.1 The Contract starts when we accept the Order and continues until all Services under it have ended.

9.2 Each Service continues for its Committed Period and then on a monthly rolling basis until ended under this clause. At the end of a Committed Period the Service does not renew into a new Committed Period unless you agree a new one with us in writing.

9.3 Either of us may end a monthly rolling Service, or a Service after its Committed Period, by giving the other at least 30 days' written notice. Where a Service requires a longer notice period because of the carrier's requirements, the Order will state it.

9.4 If you end a Service during its Committed Period, or we end it because of your breach, you will pay early termination charges equal to the recurring Charges for the rest of the Committed Period, together with any unpaid Charges and any third-party cancellation charges we incur. These charges reflect the commitments we make to carriers and suppliers for the Committed Period, are payable immediately as a debt, and are not a penalty. Where the Order states a specific early termination charge, that applies instead.

9.5 Cancellation of a broadband service also incurs a cessation charge of £35.

9.6 If you agree a new tariff or a new Committed Period for a Service, the new Committed Period starts on the date the change takes effect.

10. Suspension and termination for cause

10.1 We may suspend any Service, on notice where practicable, if: (a) you fail to pay Charges when due; (b) you exceed your Credit Limit; (c) we reasonably believe the Service is being used in breach of clause 5 or in a way that risks harm to our network, our other customers or third parties; (d) we are required to by a regulator, court or law; or (e) we need to for operational or security reasons. We will restore the Service as soon as the reason for suspension is resolved. Charges remain payable during a suspension caused by you, and we may charge a reasonable reconnection fee.

10.2 Either of us may end the Contract, or any Service, immediately by written notice if the other: (a) fails to pay an amount due within 7 days of written notice demanding payment; (b) commits a material breach that cannot be remedied, or does not remedy a remediable breach within 30 days of written notice; (c) persistently breaches the Contract; or (d) becomes insolvent, enters administration or liquidation, makes an arrangement with creditors, or ceases trading.

10.3 We may end a Service on reasonable notice if we lose the regulatory authorisation or the carrier arrangement we need to provide it and cannot reasonably replace it. In that case no early termination charges apply.

10.4 On termination you will pay all Charges due, return our Equipment, and each of us will return or destroy the other's confidential information on request. Clauses that by their nature should survive termination do so.

11. Complaints and disputes

11.1 If you are unhappy with a Service, contact our support desk or email hello@infinitel.co. Our complaints code of practice, published on our website, explains how we handle complaints and the timescales we work to.

11.2 If we cannot resolve your complaint within eight weeks, or we tell you in writing that we have reached deadlock, and you are a consumer or a small business customer within the meaning of Ofcom's rules, you may refer the complaint to the Communications Ombudsman (www.commsombudsman.org), the independent alternative dispute resolution scheme we belong to, free of charge.

12. Changes to these terms

12.1 We may change these Service Terms by giving you at least 30 days' written notice, which we may give by email to your account contact or by notice in the affINITy portal. Clause 8.5 gives you the right to end an affected Service without early termination charges where a change is not exclusively to your benefit. Changes required by law or regulation may take effect sooner.

13. Data protection

13.1 Each of us will comply with the UK GDPR and the Data Protection Act 2018 in relation to personal data processed under the Contract.

13.2 We are a controller of the personal data we hold about you, your staff and your contacts for the purposes of managing your account, providing and billing the Services, credit control, fraud prevention and meeting our legal and regulatory obligations. Our privacy policy, published on our website, explains this, including our use of credit reference agencies and call recording.

13.3 Where we process personal data on your behalf as part of a Service (for example, call recordings or contact data stored in a hosted PBX), we act as your processor and will process it only on your documented instructions, keep it secure, assist you with data-subject requests and breach notifications as reasonably required, use sub-processors only under written terms, and delete or return it at the end of the Service. Our current sub-processors are listed in our privacy policy or available on request.

13.4 You are responsible for having a lawful basis for any personal data you send through the Services, including for recording calls and for the content of communications you originate.

13.5 We may retain and disclose records of your use of the Services, including call detail records, where required by law, regulation or a competent authority, and may use them to operate, secure and improve the Services.

14. Confidentiality

14.1 Each of us will keep the other's confidential information confidential, use it only for the purposes of the Contract, and not disclose it to third parties without consent, except to professional advisers, suppliers and subcontractors who need it and are bound by equivalent obligations, or where required by law, regulation or a court. This does not apply to information that is public, already known to the recipient without restriction, or independently developed.

15. Intellectual property and software

15.1 All intellectual property in our Equipment, Software, systems, documentation and the Services remains ours or our licensors'. Where we provide Software, we grant you a non-exclusive, non-transferable licence to use it solely to receive the Services during the Contract, subject to any additional licence terms we notify to you. You will not copy, modify, reverse-engineer or distribute the Software except as permitted by law.

15.2 We have no obligation to monitor your content but may access, retain and disclose it to the extent necessary to provide, maintain and secure the Services, to comply with law or a competent authority, and to check compliance with clause 5.

16. Liability

16.1 Nothing in the Contract limits or excludes either party's liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, for your obligation to pay the Charges, or for anything else that cannot be limited or excluded by law.

16.2 Subject to clause 16.1, we are not liable, whether in contract, tort (including negligence), breach of statutory duty or otherwise, for: (a) loss of profit, revenue, business, contracts, anticipated savings or goodwill; (b) loss of or damage to data; (c) claims made against you by third parties; or (d) any indirect or consequential loss, in each case even if foreseeable.

16.3 Subject to clauses 16.1 and 16.2, our total liability to you arising in any 12-month period under or in connection with the Contract is limited to the Charges you paid us for the affected Services in the 12 months before the event giving rise to the claim.

16.4 We are not liable for the acts or omissions of other communications providers, carriers, internet service providers or equipment not supplied by us, nor for Service Failures caused by them, except to the extent an SLA in the Order says otherwise.

16.5 Except as expressly stated in the Contract, all warranties, conditions and terms implied by law are excluded to the fullest extent permitted.

16.6 You must notify us in writing of any claim within six months of becoming aware, or of when you ought reasonably to have become aware, of the facts giving rise to it, failing which the claim is waived.

16.7 Our liability for Service Failures is limited to the remedies in clause 4.3 and any SLA in the Order. We are not liable for any Service Failure that you have not reported to us in accordance with clause 4.

17. Events beyond our control

17.1 Neither of us is liable for delay or failure in performing the Contract (other than payment obligations) caused by events beyond our reasonable control, including failure of third-party carriers or networks, power failure, severe weather, industrial action, epidemic, or acts of government. If such an event continues for more than 60 days, either of us may end the affected Service on written notice without early termination charges.

18. Partners and resellers

18.1 Where you resell or bundle our Services to your own customers, you are our customer and are solely responsible for your contracts with, and your obligations to, your end users. Our Services are supplied to you, not to them, and you must not represent otherwise. You must pass on any usage, security and emergency-call requirements in these terms that apply to end users, and you remain responsible for Charges regardless of whether your end user pays you. Any separate written partner agreement between us takes precedence over this clause for the matters it covers.

19. General

19.1 We may assign, subcontract or transfer the Contract or any part of it to another member of our group or to a successor to our business, and may subcontract the performance of any Service, remaining responsible for it. You may not assign, sublicense or transfer the Contract or any rights or obligations under it without our prior written consent, which we will not unreasonably withhold.

19.2 The Contract is the entire agreement between us for its subject matter and supersedes prior discussions and representations, except that neither of us excludes liability for fraudulent misrepresentation.

19.3 No third party has rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of the Contract.

19.4 If any provision is found invalid or unenforceable, the rest of the Contract is unaffected. A delay or failure to enforce a right is not a waiver of it; waivers must be in writing.

19.5 Notices must be in writing and may be given by email to the addresses in the Order or on your account (deemed received the next working day), or by first-class or recorded post to the addresses above or in the Order (deemed received two working days after posting). Notices of termination or of legal claims must also be sent by post.

19.6 The Contract is governed by the law of England and Wales, and the courts of England and Wales have non-exclusive jurisdiction over any dispute arising from it, without prejudice to clause 11.