Terms of service
Terms applying to UKDDI telephone numbers, SIP, hosted voice and call-divert services.
Card and Direct Debit payments
Where offered, customers may pay by card through Stripe or authorise a UK Bacs Direct Debit through GoCardless. A Direct Debit order is not treated as paid until the relevant collection is confirmed. UKDDI may suspend provisioning or service following a failed, cancelled, reversed or charged-back payment.
1. The service and telephone numbers
UKDDI supplies communications services and a contractual right to use telephone numbers. Telephone numbers are not sold as property and remain subject to the UK numbering plan, the relevant communications provider, carrier systems, regulatory requirements and these terms.
2. Provisional online orders
Online payment creates a provisional order only. It does not guarantee that a number has been permanently reserved or allocated to the customer. Before activation, UKDDI must validate the customer and confirm that the selected number remains free and available in the relevant upstream carrier portal.
If validation cannot be completed, required evidence is not provided, or the number is no longer available, UKDDI may reject the order, offer an alternative number or refund the payment for the unavailable service. Service starts only when UKDDI confirms activation.
3. Minimum contract term
Each telephone number and its associated service is supplied for a minimum term of 36 months, beginning on the service activation date unless the order expressly states another commencement date.
Cancellation, disconnection or a request to port the number away does not remove charges already due. Where a service is ended before the minimum term expires, the customer remains responsible for the recurring charges due for the remainder of that minimum term, except where UKDDI agrees otherwise in writing or applicable law requires otherwise.
4. Charges and VAT
Setup, equipment, monthly rental, channel, call-usage and other charges are shown during checkout or in the accepted quotation. Prices exclude VAT unless clearly stated otherwise. Recurring charges are collected using the agreed payment method.
Invoices and credit notes are issued electronically and may be delivered by email as PDF documents and through a secure online link. The customer must keep its billing contact and email address current. An invoice number remains part of the permanent accounting sequence even when the invoice is later voided or credited.
5. Porting a number away
A porting-out administration charge of £25.00 per telephone number, plus VAT where applicable, is payable when a customer requests to transfer a number away from UKDDI. The charge applies separately to each number included in the port request.
Any port remains subject to technical feasibility, valid account details, regulatory rules, the gaining provider’s process, settlement of outstanding charges and the continuing minimum-term obligations above. The customer must not cancel the losing service until the port has been confirmed as complete.
6. Customer validation and responsibilities
The customer must provide accurate identity, business, address, billing, routing and technical information and any evidence reasonably required for geographic-number use, fraud prevention, sanctions screening, carrier compliance or regulatory checks. The customer must keep SIP credentials secure and use the services lawfully.
7. Routing and emergency calling
The customer is responsible for checking routing destinations and maintaining suitable internet, power, handsets, PBX and network connectivity. An inbound number, SIP trunk or divert must not be assumed to provide emergency calling unless UKDDI has explicitly confirmed this in writing and all required address information has been registered.
8. Suspension and termination
UKDDI may suspend or terminate services for non-payment, fraud, misuse, security risk, unlawful activity, carrier instruction, regulatory requirement or material breach. Suspension does not waive charges due during the minimum term.
9. Service availability and liability
Telephone and internet services may be affected by carriers, upstream providers, public networks, the internet, customer equipment, power failures, maintenance and events outside UKDDI’s reasonable control. Any service levels, credits, exclusions and liability limits in an accepted quotation or separate agreement also apply.
10. Contact
Questions and legal notices should be sent to team@ukddi.com and the registered address displayed in the website footer or order documentation.