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TITUS TELECOM – TERMS & CONDITIONS FOR HOSTED TELEPHONY & CONNECTIVITY SERVICES
1. The Service
1.1 Titus Telecom will provide the Service, including hosted VoIP telephony, SIP/VoIP licences, cloud PBX features, call routing, voicemail, softphone/desktop/mobile applications, broadband/FTTP, leased lines, and related connectivity services.
1.2 Equipment supplied (routers, VoIP handsets, headsets or other devices) remains the property of Titus Telecom unless expressly sold. You must keep equipment safe and return it in good condition on termination.
1.3 Titus Telecom may route calls via any carrier or upstream provider and will act as your agent for number porting.
1.4 Titus Telecom may update service access methods or platform processes by providing reasonable notice.
1.5 Connectivity services may be delivered using Openreach, BT Wholesale, CityFibre or other networks.
1.6 You must follow reasonable instructions issued by Titus Telecom.
1.7 Number porting is performed in accordance with Ofcom regulations.
1.8 Calls may be monitored or recorded.
1.9 Emergency Services – Hosted VoIP may not provide access to 999/112 during power failure, broadband outage, device battery failure, or loss of internet. You must maintain an alternative means of calling emergency services.
1.10 Broadband Dependency – Call quality depends on broadband performance and customer network configuration. Titus Telecom is not responsible for issues caused by third‑party networks or customer equipment.
1.11 Software Licence – Softphone/desktop/mobile applications are licensed on a non-exclusive, non-transferable basis.
2. Charges and Payment
2.1 Charges apply at published rates. Titus Telecom may vary its rates by notice to you in accordance with clause 6
2.2 Bills are issued monthly and payable within 14 days by direct debit. Titus Telecom will normally send reminders for late payment but Titus Telecom may, if it wishes, charge interest at 4% above bank of England base rate for the whole period of any late payment. V2.1
2.3 If sums remain outstanding for more than 14 days, services may be suspended. A £25 reactivation fee per telephone number applies. New installation charges apply if reconnection is required. A £10 late‑payment administration fee applies per overdue invoice.
2.3a In addition to clause 2.3, Titus Telecom may suspend the Services (in whole or part) immediately where reasonably necessary to: (a) address suspected fraud, Artificially Inflated Traffic (AIT) or unlawful use; (b) protect network integrity, security or service quality for all users; (c) comply with a legal or regulatory obligation (including lawful intercept); or (d) address breach of the Acceptable Use Policy which poses an immediate risk. Where reasonably practicable and lawful, we will provide prior notice and an opportunity to remedy.
2.4 If sums remain overdue by more than 60 days, you will be liable for overdue debt, interest, and reasonable third‑party recovery costs actually incurred.
2.5 A £15 administration fee applies per returned or rejected payment.
2.6 Charges exclude VAT.
2.7 Hosted VoIP licences are charged per user per month.
3. Your Obligations
3.1 You will ensure that any equipment you use with the Service and the equipment provided by us is in good working order and complies with all applicable standards, requirements and approvals..
3.2 You will ensure that the Service is not used for any improper or unlawful purpose or in a manner which is offensive, (including indecent, menacing, nuisance, defamatory or hoax calls).
3.3 You will comply with any reasonable requests and directions that Titus Telecom may make, regarding your use of the Service and/or the equipment provided, as may be necessary to ensure the quality and operational integrity of the Service.
3.4 Fair use policy: The fair usage policy is set at 2000 minutes per month per paid license. These include calls to 01,02,03 and UK Mobile. If a user exceeds the fair usage policy all calls will be charged at 3.5 pence per minute.
3.5 You must secure passwords, SIP credentials and devices.
4. Length of Contract
4.1 This Agreement shall come into force on and with immediate effect from the date the Titus Telecom Connectivity Agreement Form is signed (“the Commencement Date”).
4.2 Minimum term is 36 months unless stated otherwise on the Connectivity Agreement Form. V2.1
4.3 This Agreement will remain in force (unless terminated earlier in accordance with this Agreement) for the Initial Minimum Period and will continue thereafter until terminated in accordance with clause 5 of this Agreement.
5. Termination
5.1 Thirty (30) days before the end of the Initial Minimum Period (or any subsequent periods) you may terminate this Agreement, by giving Titus Telecom 30 day’s written notice to terminate this Agreement to expire with effect from the last day of the Initial Minimum Period or to expire on any subsequent annual anniversary of the Commencement Date.
5.2 You may terminate this Agreement if Titus Telecom varies its terms, resulting in an excessive increase in the charges or changes that alter your rights under this Agreement to your detriment, by giving us written notice to the registered office address below within 30 days of the date of the change. This does not apply if we raise charges by an amount equal or less than the percentage in the Retail Prices Index (RPI) plus 3.9% in line with industry standards.
5.3 Titus Telecom will be entitled to charge an early termination charge for customers subscribed to the line rental and calls service and / or broadband equal to a sum of the line rental and broadband charges and a sum equal to 50% of the expected monthly minutes, as stated on the Connectivity Agreement Form, to the extent not already paid, for the remainder of the term.
5.4 Titus Telecom will be entitled to charge an early termination charge for customers subscribed to the calls only service. The early termination charge will be equal to a sum of 50% of the expected monthly minutes, as stated on the Connectivity Agreement Form, to the extent not already paid, for the remainder of the term.
5.5 Titus Telecom will be entitled to charge an early termination charge for customers subscribed to a calls and lines bundled tariff, equal to the monthly bundled charge, to the extent not already paid for the remainder of the term.
5.6 You may terminate this Agreement before the Initial Minimum Period or any subsequent annual term has expired if you give us 30 days written notice of cancellation and pay us all charges that are due plus the early termination charge as described at 5.3, 5.4 or 5.5, as the case may be.
5.7 Failure to give 30 days’ notice incurs a charge equal to one month’s recurring service charges.
5.8 Titus Telecom may terminate the Service immediately and without notice if:
(a) you become subject to any bankruptcy or insolvency proceedings, you make any arrangement or composition with your creditors, or a liquidator, administrator, administrative receiver, trustee in bankruptcy or similar officer is appointed over any of your assets, or you become unable to pay your debts within the meaning of section 123 of the Insolvency Act 1986; or V2.1
(b) you fail to pay any bill when due; or
(c) we have good reason to believe that any information you have provided to us is false or misleading.
5.9 Titus Telecom may terminate after minimum term with 30 days’ notice.
5.10 Titus Telecom may terminate for material breach.
5.11 Residential customers or a small business with 10 employees or less, once the Initial Minimum Period has been met will not be rolled into a subsequent term of contract without their express consent. If cancelling a contract within the Initial Minimum Period or any subsequent annual term please see clauses 5.3, 5.4 and 5.5.
5.12 We may from time to time supply promotional offers to some or all of our customers. Such offers shall be subject to any promotional terms and conditions we notify to our customers. Unless otherwise stated in the promotional terms and conditions we shall not incur any liability under the Agreement in relation to such offers. Promotional terms and conditions may require variation to the Agreement in which case you will be deemed to have accepted in writing such variation upon acceptance of the promotional offer. Unless otherwise stated in the promotional terms and conditions an offer may be amended or withdrawn by us (in relation to some or all of our customers) at any time and without notice. For the avoidance of doubt we are not obliged to include you in any offer we make to our other customers. If any equipment or product has been supplied by us at a reduced cost, or free of charge, as part of a promotion or sales offer in connection with this Agreement and you terminate this Agreement or you are in default of this Agreement before the end of the Initial Minimum Period, or any subsequent annual term as specified on the sales contract, you must return the product in as good a condition as it was in when you received it and in its original packaging. Should you fail to return the free gift in its original condition or at all then Titus Telecom may demand payment of a sum equal to the full value of the item when new and selling at full price at the date of termination.
6. Changes to the Agreement
6.1 Titus Telecom may update charges or terms with notice.
7. Limitations of Liability
7.1 Titus Telecom will provide the Service using the reasonable skill and care that would normally be expected of a competent telecommunications service provider. Titus Telecom cannot, however, guarantee that the Service will never suffer from faults. From time to time the Service may be temporarily interrupted or degraded because of operational reasons, failure of broadband connection or matters beyond Titus Telecom’s control. If this happens your voice service will also fail. The Service may cease to function if there is a power cut or failure. Titus Telecom will take all reasonable steps to ensure that the Service is restored promptly. Titus Telecom shall have no further obligation to you. In no event, will Titus Telecom have a liability for any loss you may V2.1
suffer as a consequence of any disruption or suspension to the Services. In particular, Titus Telecom Will have no liability to you for any indirect or consequential loss you may suffer, including loss of profit, savings, wasted expenses, financial loss or loss of or damage to data, even where Titus Telecom, is aware of the possibility of such loss.
7.2 In any event, Titus Telecom’s liability under this Agreement for any loss suffered by you shall be limited to the lower of £1,000 or the total charges paid by you in the twelve months before the act or omission events giving rise to the liability.
7.3 Nothing in this Agreement shall limit or exclude Titus Telecom’s liability for death or personal injury.7.4 All implied warranties excluded where permitted.
7.4 Except as expressly stated in this Agreement all warranties, conditions, undertakings or terms express or implied in respect of the Service and equipment are excluded to the fullest extent permitted by law.
7.5 Neither party is liable for force majeure events.
8. General
8.1 If any dispute arises in connection with this Agreement, the parties shall, within five days of a written request from one party to the other, meet in a good faith effort to resolve the dispute
8.2 Mediation may be used in accordance with the CEDR Model Mediation Procedure.
8.3 Proceedings may not commence until mediation attempted.
8.4 This Agreement is governed by the law of England & Wales.
8.5 Courts of England & Wales have exclusive jurisdiction.
8.6 If a court decides that any part of this Agreement is not enforceable, that part will not apply, but the remaining terms and conditions will continue to apply.
8.7 You may not assign this Agreement to any other person without Titus Telecom’s prior written consent.
8.8 The Connectivity Agreement Form application and this Agreement constitute the entire agreement between Titus Telecom and you. No warranty, term or condition, other than those contained in this Agreement, will govern either your or Titus Telecom’s rights and obligations relating to the Service.
8.9 In this Agreement, ‘Titus Telecom’ and ‘Service’ shall have the meaning given to those terms on the Connectivity Agreement Form and shall mean the provision of the Service arising upon the acceptance of your registration by Titus Telecom. ‘Agreement’ shall mean these terms and conditions that define the service that you have applied to Titus Telecom to provide to you. ‘Initial Minimum Period’ shall mean initial minimum contract term referred to in clause 4.2. ‘Premises’ means the United Kingdom location at which Titus Telecom agree to provide the Service. V2.1
8.10 The parties to this Agreement do not intend that this Agreement be enforceable by any person not a party to this Agreement under the Contracts (Rights of Third Parties) Act 1999.
8.11 Any notice given under this Agreement must be delivered by hand or sent by email or pre-paid post to us at the registered office address and to you to the last correspondence address notified to us by you.
8.12 No waiver by Titus Telecom of any default by you under the Agreement shall operate or be construed as a waiver by us of any future defaults whether of a like or different character. No granting of time or other forbearance or indulgence we grant you shall imply a waiver of our rights or shall in any way release, discharge or otherwise affect your liability under this Agreement.
8.13 In the event of any inconsistency between this Agreement and the Connectivity Agreement Form the order of precedence shall be (1) this Agreement and (2) the Connectivity Agreement Form.
8.14 Data Protection
8.14.1 Each party shall comply with the UK General Data Protection Regulation and the Data Protection Act 2018 in relation to any personal data processed under this Agreement.
8.14.2 Titus Telecom acts as a data controller for call data records, traffic and billing data, account information, service configuration data, and any other personal data it processes for the purposes of providing, billing, securing or maintaining the Service, and for compliance with legal obligations.
8.14.3 To the extent that Titus Telecom processes Customer Personal Data on behalf of the Customer (including, where applicable, user details, service configuration data, extension profiles, call recordings, voicemails, address book entries or other data supplied or generated within the Service), Titus Telecom shall act as a data processor and shall comply with the processor obligations set out in Annex A (Data Processing Schedule), which forms part of this Agreement.
8.14.4 The subject matter, nature, purpose and duration of processing, the types of personal data, the categories of data subjects, and the obligations of the parties in respect of Customer Personal Data are set out in Annex A (Data Processing Schedule). Annex A shall take precedence over this Agreement in the event of any conflict relating to the processing of Customer Personal Data.
