Business Voice Terms

These service terms supplement our general terms. The agreed order summary identifies your package, service scope and charges. Applicable statutory and regulatory rights remain unaffected.

Your package and monthly price

The advertised packages include three Yealink T31P handsets and three user licences at £45 per month, five T31P handsets and five user licences at £69 per month, or five T73U handsets and five user licences at £79 per month. All prices exclude VAT. The monthly subscription price is fixed for the agreed 36-month term. The corresponding subscription totals are £1,620, £2,484 and £2,844 excluding VAT. Separately ordered services and chargeable usage are additional.

Payment and included handsets

Payment is due upon receipt of invoice. Customers with an approved credit account have 30 days from the invoice date to pay, unless otherwise agreed. Hardware and software are payable upfront unless otherwise agreed or expressly stated in the quotation or offer.

The advertised 36-month phone packages include the listed handsets within the package price. Ownership of these included handsets transfers to you at the end of the 36-month term. They are then yours to keep. Any applicable early-termination charges will be stated in your order summary before you commit.

Handset warranty

Included handsets carry the applicable manufacturer warranty, subject to its terms, exclusions and claim procedure. The warranty period and details will be provided before you order. ION does not provide an additional or extended handset warranty. Repairs or replacements outside the applicable warranty are chargeable, with the price agreed before proceeding. This does not affect any statutory rights or remedies that apply.

Contract length and agreement

The package prices are based on a 36-month commitment. A 12-month service option is available by quotation, with different pricing and equipment arrangements. Where the 24-month limit applies to a qualifying small-business customer, a 36-month agreement requires the customer's express agreement to depart from that protection. This is recorded separately during ordering; sending an enquiry does not provide that agreement.

We provide the applicable contract information and summary before you agree to the service. A website enquiry is not an order. No new minimum term will be imposed automatically at renewal where express consent is required.

Calls, numbers and capacity

Packages include calls to UK geographic landlines and UK mobiles, subject to the applicable acceptable-use policy. The order documents must identify the included destinations, usage limits, excluded destinations and charges for calls outside the allowance. Calls outside the included allowance, including premium-rate and other chargeable non-geographic numbers, incur additional charges at the applicable tariff. Calls to 03 numbers are included on the same basis as 01 and 02 numbers. Freephone numbers are not covered by this chargeable-number exclusion. The applicable call tariff will be provided before you order. International calls and other destinations outside the agreed allowance are charged separately at the applicable tariff. User licences do not by themselves guarantee a particular number of simultaneous external calls; numbers and call capacity are specified in your order.

Number transfers and installation

There is no direct customer charge for number portability. Transfers require an authorised request and confirmation of the numbers and existing service details. Keep your existing service active until the transfer arrangements are confirmed. There are no setup or delivery charges for the advertised phone packages. Any additional work outside the advertised package, such as on-site installation or connectivity work, will be quoted separately and agreed before proceeding. Custom systems are subject to their individual quotation.

Custom programming

Custom programming is excluded from all phone packages and custom Yeastar systems. Bespoke hunt groups, call routing and other custom behaviour may incur an additional charge, quoted and agreed before work begins.

Power, connectivity and emergency calls

The service requires working power and an internet connection. Calls to 999 and 112 may be unavailable during a power or internet failure. Register the correct service address and update location details when phones move or are used remotely. Tell us before activation if you depend on the service for emergency calls so we can discuss appropriate resilience arrangements.

Support and custom systems

Standard ION support is Monday to Friday, 9am to 5:30pm, excluding bank holidays. Weekend, bank-holiday and out-of-hours support applies only where covered by your support contract. Custom Yeastar systems are quoted separately; licences, call capacity, equipment, configuration, support and any service-level commitments are identified in the quotation.

After the minimum term

At the end of the 36-month term, ownership of the included handsets transfers to you. We will write to you with a reduced monthly service price for continued service. The reduced price and continuation arrangements will be confirmed in writing.

Cancellation, renewal and equipment

Your order summary must state the activation date, minimum-term end date, cancellation notice, early-termination calculation, equipment ownership transfer and warranty arrangements, and the service price after the minimum term. These must be supplied before acceptance. Any applicable right to switch, port your numbers, receive required notices or terminate without penalty under the regulatory rules remains unaffected.

Security and call recording

Protect account credentials and tell us promptly about suspected misuse. Call barring, spending controls and any responsibility for unauthorised charges must be agreed in the service schedule. If call recording is enabled, agree access, storage and retention settings and provide appropriate notices to callers and staff.