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Home Terms & Conditions

Orbtalk Terms & Conditions

Entering into an Agreement with Orbtalk, our standard contractural trading terms


“Agreement” means the Order Form and the Terms and Condi­tions.
“ORBTALK” means ORBTALK Limited registered number 05382664
“Charge” means the amounts to be paid by the Customer for the Solution as detailed in the Order Form.
“Customer” means the company, partnership, sole trader, person, body corporate or association named in the Order Form.
“Customer Support Line” means the ORBTALK customer support line.
“Equipment” means the Equipment supplied by ORBTALK to the Cus­tomer and required for the provision of the Solution.
“Commencement Date” means the date on which the Order Form is signed by the Customer.
“Minimum Term” means the period described as the Minimum Term in the Order Form.
“Solution” means the service detailed on the order form for example: Hosted Telephony Solution described in the Order Form or SIP Trunk(s) or Call Recording service.
“Site(s)”means the Customer’s place(s) of business.
“Support Service” means the support service chosen by the Cus­tomer in the Order Form and described below.
“System” means the Equipment configured and installed at Cus­tomer’s Site(s) and any equipment located away from the Site(s) necessary for providing the Solution.


2.1. The Customer shall prepare the Site(s) in accordance with ORBTALK instructions so that the Equipment can be installed.

2.2. It shall be the Customer’s responsibility to ensure that the physical infrastructure (such as electricity supply and earth con­nection) and the operating environment at the Site(s) is suitable for installing and operating the Equipment to be used in delivering the Solution.

2.3. The Customer shall provide such assistance as is necessary to enable ORBTALK to fulfil its obligations under the Agreement includ­ing providing access to the Site(s) to perform any installation and maintenance work covered by the Solution.

2.4. Any installation date given is an estimate only and ORBTALK shall not be liable for any failure to meet such installation date.

2.5. ORBTALK shall attempt to comply with the Customer’s reasonable requests regarding any installation but ORBTALK decision regarding installing the Equipment shall be final.

2.6. ORBTALK shall have no liability for any loss that the Customer or any third party may suffer as a result of installation and/or opera­tion of the Equipment.


3.1. ORBTALK shall provide the Solution at the Site(s) from the date on which the Equipment is installed and the System is activated.

3.2. ORBTALK will make all reasonable efforts to provide the Solution in a reliable manner and in accordance with good industry practice.

3.3. The Customer shall notify ORBTALK as soon as it becomes aware of a fault in the System and ORBTALK will use all reasonable endeav­ours to provide the Customer’s Support Service as per the terms of the Agreement.

3.4. ORBTALK shall be entitled to interrupt its provision of the Solution:

3.4a. To perform required maintenance on or upgrades to the Sys­tem.

3.4b. In the event of problems with the broadband network either at the Site(s) or in the public Internet Protocol environment.

3.4c. To comply with a request or order from a governmental or administrative authority or emergency service.

3.4d. If ORBTALK has a reasonable belief that an interruption is neces­sary to prevent fraud or any other illegal activity taking place.

3.4e. If the Customer fails to pay any outstanding Charge within 14 days of the due date or commits any other breach of the Agree­ment.

3.5. ORBTALK will give the Customer as much notice as is appropriate of any such interruption and shall resume provision of the Solution in as timely a manner as is appropriate in the circumstances.


4.1 Call Recording is a chargeable service provided by Orbtalk Limited and usually packaged with another product such as Hosted PBX. Orbtalk will only provide the facility for Call Recording and it’s the Customers responsibility to ensure that the particular telephone conversations to be recorded are enabled by the Customer. It is also the responsibility of the customer to ensure that they notify the other party of inbound or outbound calls, that the calls are being recorded. Orbtalk will only keep Call Recordings securely stored within the Orbtalk environment for a period of 6 weeks, all recordings older than 6 weeks will be automatically deleted by Orbtalk systems. On request, Orbtalk can provide a quotation for a solution to archive recordings and send them to a customer owned or managed storage device if the customer requires more than six weeks storage period. In this case the service will be for moving the recordings and Orbtalk take no responsibility of either the safe keeping or security of these recordings as it is the responsibility of the customer. 


5.1. The Customer shall have access to the Customer Support Line Monday to Friday between 9 a.m. and 5 p.m. but not including public holidays. The Customer Support Line shall respond to Cus­tomer queries within 4 hours with a phone call, by email or by re­motely accessing the Customer’s System.


6.1. Title to the Equipment shall at all times remain with ORBTALK unless purchased by the customer. Noth­ing in this Agreement or otherwise shall confer any interest or own­ership right in the Equipment to the Customer.

6.2. The Customer shall not move, make any unauthorised repairs to or cause items to be attached to the Equipment without ORBTALK written permission.

6.3. During the Minimum Term and any extensions thereto, ORBTALK will maintain the Equipment in reasonable working order subject to the Customer’s responsibilities as particularised in the Agree­ment. ORBTALK shall have the right to replace the Equipment where it views this as an appropriate step.

6.4. At the end of the Agreement, the Customer shall forthwith make the Equipment available to ORBTALK for collection.


7.1. The Customer shall not make any unauthorised or illegal use of the System or Solution.

7.2. The Customer shall ensure that the Equipment is not subject to any physical damage beyond reasonable wear and tear. The Customer shall be liable to ORBTALK for any such damage. The Cus­tomer shall be responsible for maintaining appropriate insurance coverage for the Equipment.

7.3. The Customer shall not allow any third party to perform main­tenance work on the Equipment.

8. EMERGENCY (999 and 112) SERVICES

8.1. Access to emergency (999 and 112) services can be included as part of the Solution but only once the Customer has completed the Emergency information via the Orbtalk portal with their main site details.

8.2. Subject to clause 10 of the Terms and Conditions, ORBTALK shall have no liability to the Customer in the event that emergency (999) services are unavailable as a result of problems with the broad­band network either at the Site(s) or in the public Internet Protocol environment.


9.1. Prior to the Commencement Date, the Customer shall com­plete the direct debit mandate authorising ORBTALK to debit the Charge from the Customer as per the terms of the Agreement.

9.2. The Customer shall be invoiced for the Solution monthly. All fixed charges shall be invoiced in advance. Any variable charges shall be invoiced in arrears. Payment shall be due within 14 days of the invoice date.

9.3. The Charge listed in the Order Form is exclusive of value added tax (VAT). The Customer shall be responsible for paying any VAT that may be chargeable for the Solution.

9.4. The charges for the Services shall be in accordance with our current price list from time to time and shall be charged from the Commencement Date.

9.5. We shall be entitled to amend these prices from time to time. If the rates are decreased such decrease will be reflected in your next bill. Should we increase the rates we shall provide you with 7 days notice of such increase and the increase will take effect from the end of that period. You shall be entitled to terminate this contract at any time with no penalty on providing us with 28 days notice before the price increase if the price increase exceeds 10% of current billed charges.
9.6. We may from time to time impose a reasonable maximum limit on the amount of charges incurred in any one month. If this limit is exceeded we may send you a bill before one is normally due and/or we may ask you to provide us with a security deposit.

9.7. We shall prepare and send to you a bill every month detailing charges for the previous month. The bill shall be payable within 14 days of receipt.

9.8. All bills shall be paid by way of Direct Debit from an account held by you at a financial institution approved by us (such approval not to be unreasonably withheld or delayed) unless agreed otherwise. Payment types other than Direct Debit may incur transaction charges. If a Direct Debit or cheque is dishonoured or cancelled we shall be entitled to pass on to you any administration fee, for example, where a direct debit is unpaid due to insufficient funds or cancellation, a £5 administration charge will be included on your next monthly bill.

9.9. Monthly charges incurred for periods of less than one month will be calculated on a pro rata basis.


10.1. Without prejudice to any of its rights or remedies, ORBTALK may terminate the Agreement immediately by serving notice in writing to the Customer if:

10.1a. the Customer makes any arrangement or compromise with its creditors, or has appointed or is the subject of any notice of the intended appointment of a receiver or manager, or is the subject of a voluntary or compulsory liquidation (other than for the purpose of solvent reconstruction or amalgamation) or an administration order of any proposal for a composition in satisfaction of its debts, or ceases to carry on business or suffers any execution or distress over its material assets;

10.1b. The Customer fails to pay any Charge when it is due under the Agreement after receiving 14 days written notice from ORBTALK;

10.1c. The Customer commits a breach of the Agreement and (in the case of a breach capable of being remedied) fails to remedy the breach after receiving 28 days written notice from ORBTALK;

10.1d. If a regulatory approval required by ORBTALK to provide the Solution is revoked or amended and not replaced by an equivalent ap­proval.

10.2. Subject to the foregoing paragraph, the Agreement shall re­main in force during the Minimum Term (3 months). The Agreement shall au­tomatically renew for further yearly periods until ORBTALK or the Customer provide written notice to the other party at least 28 days in advance of the final day of the Minimum Term or the last day of the yearly extension then in force.

10.3. On termination of the Agreement:

10.3a. All Charges owed to ORBTALK by the Customer shall become immediately due and payable and ORBTALK shall be entitled to invoice the Customer for these Charges;

10.3b. The Customer shall immediately stop using the Equipment, System and Solution;

10.3c. The Customer shall procure that ORBTALK may enter the Site(s) during normal business hours to remove the Equipment. The Cus­tomer’s obligations in respect of the equipment will continue to apply until ORBTALK has taken possession of the Equipment;

10.3d. ORBTALK shall not be liable for any further provision to the Customer of the Solution.

10.4. If the Customer terminates this agreement prior to the expiry of the contracted term, they agree to pay a termination charge equal to one quarter of the balance of the service charge due up to the expiry of this agreement. In addition, the Customer agrees to pay a termination charge in respect of telephone call traffic, equal to the value of one average monthly call billing amount during the term of this agreement.

If ORBTALK terminate the Contract under clause 10.1 the Customer shall immediately pay us all outstanding charges for use of the Services up to the date of the termination.

10.5. Late payment - ORBTALK may charge the Customer interest on any overdue Charge from the date payment is due until the Charge is paid in full at a rate of 3% over the prevailing monthly Bank of England base lend­ing rate.


11.1. Neither party shall be liable to the other except as expressly set out in the Agreement.

11.2. Nothing in the Agreement excludes or restricts either party’s liability for (a) death or personal injury caused by the negligence of that party or (b) anything else which cannot be excluded or re­stricted by law.

11.3. Either party’s liability in contract, tort (including negligence) or otherwise arising out of or in connection with the Agreement shall be limited to £500,000 for one event or series of related events and £1 million in total for all events arising in any twelve month period.

11.4. Without prejudice to ORBTALK’S entitlement to the Charge, the parties shall not be liable to each other under the Agreement in contract, tort (including negligence) or otherwise for any loss of revenue, business, contracts, anticipated savings or profits or for any consequential or indirect losses.


12.1 Neither party will be obliged to carry out any obligation under the Agreement where performance of such obligation is prevented due to any cause beyond the first party's reasonable control in­cluding but not limited to any act of God, severe weather, failure or shortage of power supplies, flood, lightning or fire, labour short­age or labour dispute, the act or omission of Government, high­ways authorities, other telecommunications operators or administrations or other competent authority, or difficulty, delay or failure in manufacture, production or supply by third parties of the System resulting from the same or a similar type of force majeure event


13.1. The Customer shall promptly provide ORBTALK (free of charge) with any information ORBTALK may reasonably require to enable it to activate and provide the Solution and may use this informa­tion for purposes of providing the Solution.

13.2. Unless expressly agreed in writing, neither ORBTALK nor the Cus­tomer shall use, copy, adapt, alter or part with possession of any information of the other which is disclosed under the Agreement unless ordered to do so by law. This obligation will not apply to in­formation which the recipient can prove was in its possession at the date it was received or which the recipient obtained from some other person with good legal title to it or which is in or comes into the public domain otherwise than through the default or negli­gence of the recipient.


14.1 Any intellectual property rights in documents, drawings and infor­mation supplied to the Customer in connection with the Agreement remain vested in ORBTALK or the intellectual property right owner. Such documents, drawings and information are confidential and shall not be copied, disclosed or used (except for the purpose for which they were supplied) without ORBTALK prior written consent.


15.1. Failure by either party to enforce any of its rights under the Agreement shall not be construed as a waiver of that right unless the waiving party acknowledges the waiver in writing.

15.2. Part or all of any clause of the Agreement that is unenforce­able or illegal shall be severed from the Agreement and will not affect the enforceability of the remaining provisions of the Agree­ment.


Notices under the Agreement must be made in writing and deliv­ered by hand or sent by post to the other party to the address pro­vided in the Order Form. The notice will be taken to have been delivered on the date it was delivered by hand or 24 hours after the date it was posted.


ORBTALK reserves the right to assign, sub­contract or otherwise deal with all or any of its rights and obligations arising under this agree­ment. The Customer may not assign this contract without the prior written consent of ORBTALK, such consent not to be unreasonably with­held.


18.1. Any person or body that is not a party to the Agreement shall have no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of the Agreement.

18.2. From time to time it may be necessary to amend or improve these terms and conditions. In the event, we will give you 7 days notice of any changes by writing to you or publishing them on our website at www.orbtalk.co.uk

18.3. This Contract sets out the whole agreement between you and us for the provision of the Services and supersedes all prior arrangements, understandings and agreements between you and us.


The Agreement is governed by English Law and disputes will be subject to the exclusive jurisdiction of the English Courts.

© Orbtalk Ltd 2011. Reproduction prohibited without written permission. Specification subject to change at any time without notice. E&OE. All sales are subject to standard terms. Trademarks are acknowledged of their respective owners. No specific endorsement is implied by the mention of any particular service provider