Terms and Conditions

1. Introduction and Agreement

These Terms and Conditions ("Terms") govern your use of the telecommunications services provided by YesTalk Ltd trading as YesTalk ("YesTalk", "we", "us", or "our"), including UK virtual telephone numbers, call forwarding, call recording, browser-based calling (WebRTC), and related features (collectively, the "Services").

By registering for an account or using the Services, you confirm that you have read, understood, and agree to be bound by these Terms and our Privacy Policy, which forms part of this agreement. If you do not agree, you must not use our Services.

Where you are a consumer (an individual acting outside the course of any business, trade, or profession), additional statutory rights apply as described in Section 7. Where you are a business customer, Section 13 contains important additional terms.

2. About YesTalk

YesTalk Ltd is a UK-based telecommunications provider registered in England and Wales. Our registered address is D2 House, Invar Road, Swinton, M27 9HF.

We are required to comply with Ofcom's General Conditions of Entitlement and the Communications Act 2003 in the provision of our Services.

3. Service Description

3.1 UK Telephone Numbers

We provide virtual UK telephone numbers ("Numbers") which remain active while your account holds sufficient credit and your account is in good standing. Numbers are allocated from our available inventory. We cannot guarantee the availability of any specific number or number range.

Number rental is charged as a monthly fee, deducted from your prepaid credit at the start of each billing period. If your account does not hold sufficient credit at the time of renewal, the number will be suspended and may be reallocated. We will attempt to notify you before this occurs, but it is your responsibility to maintain sufficient credit.

3.2 Call Forwarding

Our call forwarding service redirects incoming calls to a destination number of your choosing. Forwarded calls are charged at the applicable rate for the destination, deducted from your prepaid credit in real time. You are solely responsible for ensuring sufficient credit is available before calls are forwarded.

3.3 Call Recording

Call recording is available as an optional feature. You must comply with all applicable laws when using this feature — see Section 10 for your compliance obligations.

3.4 Browser Calling (WebRTC)

Our browser-based calling service allows voice calls to be made and received via a supported web browser. Call quality depends on your internet connection speed and stability. Outbound calls made via this service are billed per second from your prepaid credit balance.

4. Account Registration and Identity Verification

To use YesTalk Services, you must register for an account and complete our identity verification (Know Your Customer, "KYC") process. You must be at least 18 years of age to register.

You must provide accurate, current, and complete information during registration and keep it updated. You are responsible for maintaining the security and confidentiality of your account credentials.

4.1 Personal Account Onboarding

Personal accounts are for individuals using the Services for non-business purposes. The onboarding process is as follows:

1. Complete the online registration form at yestalk.uk/pages/register.php.
2. Verify your email address by clicking the link sent to you within 48 hours of registration. Verification links expire after 48 hours.
3. Log in to the YesTalk portal at portal.yestalk.uk and complete the personal identity verification form, providing valid government-issued photo identification (e.g. passport, driving licence) and proof of address as requested.
4. Our team will review your submission within 1–2 business days. You will be notified by email once your account is approved and active.

Services are not available until identity verification is completed and your account is approved.

4.2 Business Account Onboarding

Business accounts are for companies, partnerships, sole traders, and other organisations. The onboarding process is as follows:

1. Complete the online registration form, selecting "Business" account type.
2. Verify your email address as above.
3. Log in to the portal and complete the business verification form, providing: proof of company registration (e.g. Companies House registration number), details of directors and significant beneficial owners (persons with more than 25% ownership or control), business address documentation, and any other information required to fulfil our obligations under the Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017.
4. Our team will review your submission within 1–2 business days. You will be notified by email once your business account is approved and active.

We reserve the right to request additional information at any time to meet our regulatory obligations. Failure to provide requested documentation may result in suspension or closure of your account.

5. Pay-As-You-Go Credit, Billing, and Pricing

5.1 Prepaid Credit Model

YesTalk operates exclusively on a prepaid, pay-as-you-go basis. There are no monthly contracts or minimum spend commitments. You must maintain sufficient credit in your account to use the Services. Charges are deducted from your credit balance in real time. No Services can be used once your credit balance reaches zero.

It is your responsibility to monitor your credit balance and top up in advance. We do not extend credit or allow accounts to go into a negative balance.

5.2 Topping Up Credit

Credit can be added to your account via the portal using the payment methods available at the time. Payments are processed securely by our payment provider. Once payment is confirmed, credit is applied to your account promptly. Minimum and maximum top-up amounts may apply and are shown in the portal.

5.3 Number Rental Fees

Each UK telephone number you hold is subject to a monthly rental fee. This fee is deducted automatically from your credit balance at the start of each monthly period. The monthly rental fee for each number is displayed in the portal before you acquire the number and in your account dashboard.

If insufficient credit is available when a number's monthly fee falls due, the number will be suspended immediately. A suspended number will not receive or forward calls. If the number remains suspended for more than [14] days, it may be released back into our available inventory and permanently reallocated to another customer. We are not responsible for any loss arising from number suspension due to insufficient credit.

5.4 Call Charges

Outbound calls and forwarded calls are billed on a per-second basis from the moment the call connects. Call rates vary by destination and are set out in our call rates schedule, which is available on our website and in the portal. Rates are shown inclusive of VAT where applicable.

Calls that are not answered or are engaged are not charged. Call connection fees may apply to certain destinations and will be shown in the rate schedule where applicable.

If your credit balance is insufficient to sustain an ongoing call, the call may be terminated. We recommend maintaining an adequate credit buffer to avoid service interruption.

5.5 VAT

All prices shown are inclusive of UK VAT at the applicable rate (currently 20%), unless otherwise stated. Business customers who are VAT-registered may request VAT invoices via the portal.

5.6 Price Changes

We reserve the right to change our prices for number rental and call charges. For consumer customers, we will provide at least 30 days' written notice of any price increase by email. For business customers, we will provide at least 14 days' notice. If you do not wish to continue using the Services following a price increase, you may close your account and request a refund of any remaining credit in accordance with Section 6.

6. Your Right to Cancel, Account Closure, and Credit Refunds

6.1 Cooling-Off Period (Consumer Customers Only)

If you are a consumer, you have the right to cancel your account within 14 calendar days of registration without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("the Regulations").

However, by submitting a registration and requesting that we activate your account and provide the Services immediately (which we do upon approval), you acknowledge and agree that if you exercise your right to cancel after Services have commenced, you will be liable to pay for any Services actually used up to the date of cancellation (including number rental fees accrued and call charges incurred). This does not affect your right to a refund of any unused credit.

To exercise your right to cancel within the cooling-off period, please email [email protected] with the subject line "Cancellation Request".

6.2 Account Closure

You may close your account at any time by contacting us at [email protected]. Upon closure, all numbers associated with your account will be released and all Services will cease. Closing your account does not automatically trigger a refund — you must request a refund of any remaining credit as described below.

We may close your account in accordance with Section 14 of these Terms.

6.3 Refund of Remaining Credit

Upon account closure (whether initiated by you or by us, except where closure is due to a breach of these Terms), any remaining credit balance may be refunded to you.

Refunds of remaining credit are:

• Made only via BACS bank transfer to a UK bank account held in your name.
• Subject to a written refund request sent by email to [email protected] from the email address registered on your account, including your full name, customer ID, and UK bank account details (sort code and account number).
• Processed within 14 days of receiving a valid refund request.
• Subject to deduction of any outstanding charges, fees, or amounts owed to us.

We are unable to issue refunds via credit or debit card, PayPal, or any method other than BACS transfer to a UK bank account. We are not liable for any delays caused by your bank in receiving the transfer.

Where an account is closed due to a serious breach of these Terms (including fraudulent use or use for prohibited purposes), we reserve the right to withhold the remaining credit balance, subject to our legal obligations.

7. Consumer Rights

If you are a consumer (an individual contracting with us outside the course of any business), the following statutory rights apply in addition to these Terms. Nothing in these Terms affects your statutory rights.

• Consumer Rights Act 2015: Our Services must be provided with reasonable care and skill. If a service is not provided with reasonable care and skill, you are entitled to ask us to repeat or fix it, or, if that is not possible, to receive a price reduction.
• Consumer Contracts Regulations 2013: You have a 14-day cooling-off right as described in Section 6.1.
• Consumer Protection from Unfair Trading Regulations 2008: We will not engage in unfair commercial practices.
• Your statutory rights under UK consumer protection legislation are not affected or limited by anything in these Terms.

For independent advice on your consumer rights, you may contact the Citizens Advice consumer service on 0808 223 1133 or visit citizensadvice.org.uk.

8. Acceptable Use

You agree to use our Services only for lawful purposes and in compliance with these Terms. The following uses are strictly prohibited:

• Harassment, threats, abuse, intimidation, or stalking of any person
• Sending unsolicited commercial communications (spam calls or messages)
• Making calls using false or misleading caller identification (CLI spoofing)
• Any use that violates the Telephone Preference Service (TPS) or Corporate TPS (CTPS) rules
• Fraudulent activities, including fraud against YesTalk or third parties
• Artificially inflating traffic or engaging in telecommunications fraud (e.g. International Revenue Share Fraud)
• Using the Services to contact any person who has not consented to receive calls from you in violation of PECR
• Any use that breaches the Communications Act 2003, the Malicious Communications Act 1988, or any other applicable law
• Interfering with or disrupting the integrity or performance of our network or Services
• Reselling the Services without our prior written consent

We monitor traffic for signs of fraud and abuse. We reserve the right to immediately suspend your account and report you to Ofcom, law enforcement, or other regulatory bodies if we reasonably believe you are using the Services for prohibited purposes.

9. Data Protection and Privacy

We are committed to protecting your personal data and complying with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Our full data handling practices are set out in our Privacy Policy, which forms part of these Terms.

Our Information Commissioner's Office (ICO) registration number is ICO123456789.

10. Service Availability and Limitations

10.1 Service Availability

We aim to provide a reliable and continuous service but we do not guarantee 100% uptime. Services may be interrupted or degraded due to maintenance, network issues, third-party outages, or circumstances beyond our control (including force majeure events such as natural disasters, acts of government, or failures of internet infrastructure).

We will endeavour to notify you of planned maintenance in advance where possible. We are not liable for any losses arising from service interruptions except to the extent caused by our negligence or breach of contract.

10.2 Emergency Services — Important Warning

YesTalk numbers are not capable of connecting calls to emergency services (999 or 112). Do not rely on YesTalk Services as your sole means of communication. You must always have access to an alternative means of contacting emergency services (such as a mobile phone or landline). By using our Services, you acknowledge and accept this limitation.

11. Your Compliance Obligations

11.1 Regulatory Compliance

You are solely responsible for ensuring that your use of the Services complies with all applicable laws, regulations, and codes of practice, including:

• The Communications Act 2003
• Privacy and Electronic Communications Regulations 2003 (PECR)
• UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018
• Telephone Preference Service (TPS) and Corporate TPS (CTPS) rules
• Ofcom's guidelines, codes of practice, and General Conditions of Entitlement
• The Malicious Communications Act 1988
• Any industry-specific regulations applicable to your sector

11.2 Call Recording Compliance

If you use the call recording feature, you are responsible for complying with all legal obligations, including:

• Informing all parties to a call that the call is being recorded before recording commences
• Having a valid legal basis for recording under UK GDPR (e.g. legitimate interests, consent, or legal obligation)
• Using recordings only for lawful, specified purposes
• Storing, protecting, and ultimately deleting recordings in accordance with data protection law
• Providing copies of recordings to relevant parties when legally required to do so

12. Intellectual Property

All intellectual property rights in the YesTalk Services, website, software, branding, and content are and remain the property of YesTalk Ltd or our licensors. We grant you a limited, non-exclusive, non-transferable, revocable licence to use the Services for the purposes permitted by these Terms. You may not copy, modify, distribute, sell, sublicense, or reverse-engineer any part of our Services.

13. Business Accounts — Additional Terms

This section applies where you are a business customer (i.e. you are contracting with YesTalk in the course of a business, trade, or profession). In the event of any conflict between this section and the rest of these Terms, this section prevails for business customers.

13.1 Consumer Protections Do Not Apply

Business customers are not entitled to the consumer protections described in Section 7 (including the 14-day cooling-off right under the Consumer Contracts Regulations 2013 and certain rights under the Consumer Rights Act 2015). These statutory provisions do not apply to business-to-business contracts.

13.2 Business Onboarding and Ongoing Compliance

Business customers must complete the full business onboarding process described in Section 4.2, including providing information about directors and beneficial owners as required under anti-money laundering legislation. We are required by law to carry out these checks and cannot activate business accounts without satisfactory completion.

We reserve the right to conduct periodic reviews of business accounts and to request updated documentation at any time. Failure to provide documentation within a reasonable timeframe will result in account suspension.

13.3 Authorised Users

Business account holders are responsible for all activities carried out under their account, including by any employees, contractors, or other persons to whom access is granted. You must ensure that all authorised users comply with these Terms.

13.4 Resale and White-Labelling

Resale or white-labelling of our Services is not permitted without a separate written reseller agreement with YesTalk. Please contact us at [email protected] to enquire about reseller arrangements.

13.5 Limitation of Liability for Business Customers

For business customers, our total aggregate liability arising under or in connection with these Terms (whether in contract, tort, breach of statutory duty, or otherwise) is limited to the total amount paid by you to YesTalk in the 12 months immediately preceding the event giving rise to the claim. We exclude all liability for indirect, consequential, special, or exemplary losses, loss of profits, loss of revenue, loss of data, and loss of business, whether or not such losses were foreseeable or we had been advised of their possibility.

13.6 Credit Refunds for Business Accounts

The credit refund process in Section 6.3 applies equally to business accounts. Refunds are made by BACS transfer to a UK business bank account held in the name of the registered business, upon a written request to [email protected].

14. Suspension and Termination

14.1 Our Right to Suspend or Terminate

We may suspend or terminate your account and/or access to all or part of the Services immediately and without notice if:

• You breach any provision of these Terms
• Your account has insufficient credit to maintain active services
• We receive credible complaints of misuse or unlawful use of our Services
• We are required to do so by Ofcom, law enforcement, or any other regulatory or governmental body
• We reasonably suspect fraudulent activity on your account
• You fail to complete or maintain satisfactory identity or business verification
• Your account has been inactive for an extended period (see Section 14.3)

14.2 Effect of Termination

Upon termination, all numbers associated with your account will be released, all data may be deleted after a retention period as described in our Privacy Policy, and outstanding charges will be deducted from your remaining credit. Any remaining credit (after deduction of outstanding amounts) may be refunded in accordance with Section 6.3, except where termination is due to a serious breach of these Terms.

14.3 Dormant Accounts

An account is considered dormant if there has been no usage and no login for a continuous period of 12 months. We will contact you by email before treating your account as dormant. If your account remains dormant, we reserve the right to close it and refund any remaining credit balance in accordance with Section 6.3. We will not deduct fees from dormant account balances beyond any fees already accrued.

15. Limitation of Liability (Consumer Customers)

For consumer customers, nothing in these Terms limits or excludes our liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Any statutory rights that cannot be excluded or limited under applicable UK law

Subject to the above, our liability to consumer customers for losses arising from our breach of contract or negligence is limited to the amount you paid to us in the 3 months preceding the event giving rise to the claim. We are not liable for indirect or consequential losses unless caused by our negligence or breach of a statutory duty.

16. Complaints Procedure

We are committed to resolving complaints promptly and fairly. If you have a complaint about our Services, please follow the process below:

Step 1 — Contact Us Directly

Email our complaints team at [email protected] with:

• Your full name and customer account ID
• A clear description of your complaint
• The date(s) the issue occurred
• Any relevant supporting information

We will acknowledge your complaint within 1 working day and provide a full response within 2 working days of receipt. Where a complaint is complex and requires further investigation, we will keep you informed of our progress.

Step 2 — Escalation

If you are not satisfied with our response, you may escalate your complaint by replying to your original complaint email and requesting that your case be reviewed by a senior member of our team. We will issue a final response within 8 weeks of your original complaint being received.

Step 3 — Alternative Dispute Resolution (ADR)

If your complaint remains unresolved after 8 weeks, or if you have received a deadlock letter from us indicating we cannot resolve the matter further, you have the right to refer your complaint free of charge to our approved Alternative Dispute Resolution (ADR) scheme. ADR is an independent, free service for consumers and small businesses (organisations with 10 or fewer employees).

We are registered with the Centre for Effective Dispute Resolution (CEDR), an independent, Ofcom-approved ADR provider. You can contact CEDR at:

• Website: www.cedr.com
• Address: 100 St. Paul's Churchyard, London, EC4M 8BU
• Telephone: 020 7536 6000

Full contact details and case-referral instructions for CEDR will also be provided in any deadlock letter we issue, and are available on request by emailing [email protected].

Further information about ADR for communications services is available from Ofcom at ofcom.org.uk/phones-and-broadband/service-quality/alternative-dispute-regulations.

17. Changes to These Terms

We may update these Terms from time to time to reflect changes in our Services, pricing, or applicable law. We will notify you of material changes by email at least 30 days before they take effect (for consumer customers) or 14 days before they take effect (for business customers). The updated Terms will also be published on our website.

Your continued use of the Services after the effective date of any changes constitutes your acceptance of the updated Terms. If you do not accept the updated Terms, you may close your account and request a refund of any remaining credit in accordance with Section 6.3 before the changes take effect.

18. Governing Law and Jurisdiction

These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes) are governed by and construed in accordance with the law of England and Wales.

For consumer customers: you may bring legal proceedings in the courts of England and Wales, or in the courts of your place of residence if different (e.g. Scotland or Northern Ireland). We may only bring proceedings against you in the courts of your place of residence.

For business customers: the parties irrevocably submit to the exclusive jurisdiction of the courts of England and Wales.

19. General

If any provision of these Terms is found to be invalid or unenforceable, that provision will be limited or eliminated to the minimum extent necessary, and the remaining provisions will remain in full force and effect.

Our failure to enforce any right or provision of these Terms will not be considered a waiver of that right or provision.

You may not assign or transfer any of your rights or obligations under these Terms without our prior written consent. We may assign our rights and obligations to a successor company in the event of a business sale or restructure.

These Terms, together with our Privacy Policy, constitute the entire agreement between you and YesTalk in relation to the Services and supersede all previous agreements and understandings.

20. Contact Information

For general enquiries about these Terms or our Services:

For account support and credit refund requests: [email protected]
For complaints: [email protected]