Terms of Service

Who we are and who these terms cover

• Company: BitCall LTD

• Company number: 15288134

• Registered office: 124 City Road, London, United Kingdom, EC1V 2NX

These Terms of Service (“Terms”) are an agreement between you and BitCall LTD (“Bitcall”, “we”, “us”). By creating an account, buying or using our services you agree to them. If you don’t agree, please don’t use the services.

These Terms apply to individuals and to businesses. If you are a consumer (buying mainly for personal use), you have legal rights that these Terms don’t take away. Some sections apply only to business customers; they say so.

You must be 18 or older to use Bitcall. If you accept these Terms for a business, you confirm that you are authorised to do so.

Our services

Depending on what you choose, we provide:

• Calling: International calls, A–Z voice termination and SIP trunking, including calling from your browser (webphone).

• Virtual numbers: Numbers for receiving SMS verification codes (OTP numbers).

• eSIM: Mobile data plans for travel.

• Number lookup: HLR, MNP and number-type lookups.

• API and reseller: API access and a white-label reseller platform, where your plan includes them.

Each product page, plan or order shows the price, coverage and any conditions. Those details are part of your agreement with us. Availability can vary by destination, network and supplier.

We aim to keep the services available at all times but can’t guarantee uninterrupted service. When something goes wrong, we work to fix it promptly.

Your account

• Signing up: You only need an email address to create an account. We may ask for more information only when a specific feature or route requires it, to resolve a payment problem, or to investigate suspected misuse. We’ll tell you what we need and why.

• Keeping it secure: Keep your password, API keys and SIP credentials safe and don’t share them. You are responsible for usage made with your credentials.

• If your credentials are stolen: Tell us straight away at [email protected] or in live chat and we’ll block them. You won’t pay for usage after you told us, or for usage caused by a failure in our own security.

• Your details: Keep your email address and billing details up to date so we can reach you about your account.

Using Bitcall

• Follow the law: Use the services lawfully and follow our Acceptable Use Policy, which is part of these Terms.

• Caller ID: Show only a caller ID you own or are allowed to use. Networks in some countries hide or replace caller IDs, so we can’t guarantee what the person you call will see. Hiding your number hides it from the person you call, not from networks or the authorities.

• Call recording: Bitcall never records or listens to your calls on its servers. If you record a call in our webphone, the recording is created and kept only in your browser or on your device, and you control it. Where the law requires, tell the other person that you are recording or get their consent.

• Emergency calls: Bitcall is not a replacement for an ordinary phone line. Calls to emergency numbers may not connect, and your location is not sent. Always keep another way to reach emergency services.

• Other companies’ services: When you use an OTP number or eSIM with another company’s service or network, that company decides whether to accept it. We can’t control its decisions.

Payments and your balance

• Prepaid: Most services are prepaid. You top up your balance and we deduct charges as you use the services.

• Prices: Rates and prices are shown before you call or buy, and calls are billed as shown for each destination. We may change rates for future use; a change never applies to calls or purchases already made.

• Your balance never expires: Unused balance stays in your account for as long as the account is open.

• Refunds of unused balance: You can get your unused balance back within 14 days of a top-up (see Cancelling below), when we close your account, or when you close it because you don’t accept a change to these Terms that is bad for you. Otherwise a top-up is used for services and isn’t paid back. Bonus and promotional credit is never paid out.

• How refunds are paid: Refunds go back to the payment method you used. Crypto refunds go to the wallet the payment came from, for the value of the top-up in the currency it was priced in. We may ask you to confirm that you own the payment method or wallet.

• Crypto payments: Send only the coin and network shown at checkout. A payment sent on another network, in another coin or to an old address may not be recoverable; we’ll help where we can. Your balance is credited once the payment is confirmed.

• Billing questions: Raise billing questions within 30 days of the call or charge, while its call records are still in our live systems. This doesn’t limit your legal rights.

• Payment disputes: Please contact us before disputing a payment with your bank. If a dispute is decided in our favour, the amount is still due and we may suspend the account until it is paid. Your rights with your bank are not affected.

Refunds for faulty products

We refund products that don't work. If something you bought from us is faulty, we'll fix it or refund it.

• eSIM: If your eSIM doesn't work, tell us within 72 hours of trying to install or activate it and we'll fix it or refund it.

• Install it only once: An eSIM can be installed only once. If it doesn't work, don't delete it or try to reinstall it: contact us first so we can help. A deleted eSIM can't be installed again.

• OTP numbers: If the code doesn't arrive within 20 minutes, you're refunded automatically. You don't need to contact us.

• How to ask: Contact [email protected] or our live chat with the email you ordered with and a short description or screenshot of the problem.

• What we don't refund: Products that work as described, data or credit you've already used, and change-of-mind requests, except where UK law requires a refund. This doesn’t affect your right to cancel (see Cancelling below).

Cancelling (consumers)

If you are a consumer, UK law usually gives you 14 days to cancel a purchase made online, starting on the day we confirm it.

If you ask us to start a service during those 14 days (for example, by using a top-up, or by ordering an eSIM or OTP number for immediate delivery), you can still cancel, but you pay for what you have already used. If you also acknowledged that you would lose the right to cancel once the service is fully provided, the right ends when it is fully provided, for example when an eSIM has been delivered or an OTP code has been received.

To cancel, email [email protected] with your account email and the order or top-up you want to cancel. You can use the form below, but you don’t have to. We refund you within 14 days of receiving your cancellation.

Cancellation form — To BitCall LTD, 124 City Road, London, United Kingdom, EC1V 2NX, [email protected]: I/We hereby give notice that I/We cancel my/our contract for the following service: [service or order reference], ordered on [date]. Name: [your name]. Address: [your address]. Signature (only if sent on paper). Date: [date].

Call records

We keep call detail records (CDRs) — the numbers, date, time, duration, route and cost of each call — in our live systems for 30 days, or up to 90 days on some routes, for billing and disputes. CDRs never contain call audio. After that, they are kept only in secure, access-restricted archives and backups for accounting, legal and fraud-prevention purposes, only as long as those purposes require. Our Privacy Policy explains how we handle other data.

Software and intellectual property

Bitcall and its licensors own the platform, software, apps, API, documentation and brand. We give you a personal, non-transferable right to use them for the services you buy, while your account is open. You may resell or white-label our services only under a reseller plan or a written agreement with us. Don’t copy, modify or reverse-engineer our software, except where the law allows it. You keep all rights in your own content, including your recordings.

Our commitment

We provide our services with reasonable care and skill and as described. Calls, numbers and eSIMs depend on networks and suppliers outside our control, so we don’t guarantee that every destination, route, network or third-party platform will always be available or accept a number. If a service isn’t as described, tell us and we’ll put it right or give you a refund or price reduction, as the law and these Terms provide.

Our liability

• For everyone: Nothing in these Terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn’t allow us to limit.

• Consumers: If we break these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach. We are not responsible for loss that wasn’t foreseeable, or for business losses: our consumer services are for personal use.

• Business customers: We are not liable for indirect or consequential loss, or for loss of profit, revenue, business or data. Our total liability for all claims connected with the services is limited to the amount you paid us in the three months before the event that caused the claim. This doesn’t reduce refunds or amounts we already owe you.

Business customers and resellers

• Resellers: If you resell Bitcall services, you are responsible for your own customers and your agreements with them. Make sure your customers follow our Acceptable Use Policy, and help us when we investigate misuse. White-labelling doesn’t make Bitcall a party to your customer contracts.

• Data processing: Where we process personal data on your behalf, our data processing agreement applies. Ask [email protected] for a copy.

• Indemnity: Business customers will compensate Bitcall for third-party claims, fines and reasonable costs caused by their unlawful use of the services, their breach of these Terms or the Acceptable Use Policy, or their customers’ use of the services. This doesn’t cover losses caused by our own breach. We’ll tell you promptly about a claim and let you take part in its defence; you may not settle it in a way that admits fault for us without our consent. This indemnity doesn’t apply to consumers.

Suspension and closing your account

• Closing by you: You can close your account at any time by contacting support.

• Suspension: We may suspend or limit an account, feature or route straight away when we need to stop fraud, abuse or a security risk, when a payment is reversed, or when the law requires it. Where the law allows, we’ll tell you why and what you need to do to restore the service, and you can ask us to review our decision.

• Closing by us: We may close your account if you seriously or repeatedly break these Terms or the Acceptable Use Policy, or if continuing would be unlawful. For any other reason we give you at least 30 days’ notice.

• Your balance on closure: When we close your account, we refund your unused balance as described in Payments and your balance, after deducting amounts you owe us, such as unpaid charges, reversed payments, and costs or losses caused by fraudulent or prohibited use of your account.

Complaints

If you’re unhappy with our service, contact [email protected] or live chat and describe the problem. If we don’t resolve it, ask for it to be escalated and a senior member of our team will review it.

Law and disputes

• Law: These Terms are governed by the law of England and Wales.

• Courts: Disputes go to the courts of England and Wales. If you are a consumer living elsewhere in the UK or in the EU, you can also bring a claim in your local courts, and you keep the protection of the mandatory laws of your country.

Changes to these Terms

We may update these Terms, for example to reflect changes in our services, suppliers or the law. We’ll email you about important changes at least 30 days before they apply. If a change is bad for you and you don’t accept it, you can close your account before it applies and we’ll refund your unused balance. Changes never apply to purchases already made. Rate changes for future use are shown in your dashboard and price lists.

Contact

• Company: BitCall LTD

• Company number: 15288134

• Registered office: 124 City Road, London, United Kingdom, EC1V 2NX

• Email: [email protected]

• Privacy: [email protected]