About These Terms
These Terms and Conditions ("Terms") apply to the business phone system and related services provided by Jake Wells, trading as JW Business VoIP, a sole trader ("I", "me", "my"). By commissioning a line, whether by phone, email or through the website, you agree to these Terms.
1. The Service
JW Business VoIP is a business phone system for small businesses and tradespeople, run personally by Jake Wells and resold through an established national VoIP network. It replaces a traditional business landline or basic mobile-only setup with a full-featured digital phone system — a UK business number, calls answered from a desktop or mobile app, and features including call routing, professional greetings, call recording and analytics. Every line is configured personally — there's no team, no rotating staff and no call centre.
What's Involved
Set-up is arranged directly with you by phone or email — greetings, business hours and call routing are configured together, rather than left for you to build in a self-serve dashboard.
2. Booking & Set-Up
A line can be commissioned by phone, email, or through the contact form. It's confirmed once we've discussed your business and agreed what your phone system needs to include. Set-up is arranged directly with you and confirmed at the time — there's no fixed queue or automated onboarding.
3. Pricing & Payment
Extensions, number of users, and any custom setup are confirmed with you personally during your enquiry rather than published as tiered pricing upfront.
- Hosting/line rental is billed monthly in advance
- HD call quality, unlimited inbound calls, and UK landline & mobile calls are included on the core plan
- Accepted payment methods will be confirmed at the time of booking
4. Set-Up & Configuration Changes
Once your line is set up, you'll have the chance to check greetings, routing and business hours before it goes fully live. Reasonable adjustments at this stage are included as part of getting you set up. After that, further changes to your call flows or settings are treated as ad hoc updates, arranged directly with Jake.
5. Cancellations & Changes of Scope
If you cancel before set-up has started, no fee is due. There's no long-term contract — either of us can end the arrangement at any time, with reasonable notice, so your number and line can be handled in an orderly way. If you'd like to keep your number when leaving, reasonable assistance will be given, subject to the terms of the underlying network.
6. Numbers & Porting
A new UK business number can be provided as part of set-up. In many cases, an existing business number can be ported across from another provider — this depends on your current provider and is confirmed with you directly, as porting timescales and eligibility are set by the losing provider, not by JW Business VoIP.
7. Call Recording & Analytics
Where call recording is enabled, recordings are retained for 30 days, with an AI-generated summary available rather than needing to re-listen to a full call. Call analytics (volumes, missed calls, peak times) are available through the network's dashboard. You're responsible for making sure your own use of call recording complies with relevant law — for example, letting callers know calls may be recorded, where required.
8. Apps & Equipment
Calls are answered through free desktop and mobile apps (iOS, Android, Windows, Mac) rather than requiring dedicated hardware. You're responsible for having a suitable device and a stable internet connection to use the service. Call quality depends in part on your own internet connection, which is outside my control.
9. Your Responsibilities
To keep set-up straightforward: respond to questions about your business reasonably promptly, provide accurate information for your greetings, routing and business hours, review your set-up and give feedback within a reasonable time, and make sure any information given to me is accurate and lawful.
10. CRM Integration
Where you choose to connect a CRM (such as HubSpot, Zoho, Pipedrive or QuickBooks), this is set up at your request and is subject to that CRM provider's own terms. I'm not responsible for the availability or behaviour of third-party CRM platforms.
11. Liability
Reasonable care and skill are always used when setting up and supporting your line. I'm not liable for downtime or issues caused by factors outside my reasonable control (the underlying network provider, your internet connection, third-party outages), or for losses arising from inaccurate information you provided. My liability for any claim relating to your service is limited to the fees paid for that service.
12. Data Protection
Any personal data collected as part of commissioning or running your line, including call recordings, is handled in line with the Privacy Policy, which forms part of these Terms.
13. Complaints
If you're ever unhappy with any part of the service, please get in touch directly and it will be addressed as quickly as possible: jake@jwbusinessvoip.co.uk or 07452 752398.
14. Changes to These Terms
These Terms may be updated from time to time. Any significant change will be communicated to clients with an active line directly. The "Last updated" date above reflects the most recent version. Continuing to use the service after a change means the updated Terms are accepted.
15. General
Governing law: these Terms are governed by the laws of England and Wales. Entire agreement: these Terms, together with the Privacy Policy and anything specifically agreed at the time of booking, form the entire agreement between us. Severability: if any part of these Terms is found to be unenforceable, the rest continues to apply as normal.
JW Business VoIP is operated by Jake Wells as a sole trader.