Terms of Service

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Last Updated: June 2026

Welcome to VACOTEL.
These Terms of Service govern the use of VACOTEL telecommunications services, including Wholesale Voice, VoIP, SMS Messaging, Carrier Interconnection, Call Center Services and related communication solutions.

1. Acceptance of Terms

1.1 Acceptance of Terms

These Terms of Service (“Terms“) constitute a legally binding agreement between VACOTEL, including its affiliated entities, subsidiaries, and related companies (collectively referred to as “VACOTEL“, “we“, “our“, or “us“), and any legal entity or individual (“Customer“, “you“, or “your“) accessing, purchasing, or using any telecommunications services provided by VACOTEL.

These Terms apply to all Services offered by VACOTEL unless expressly superseded by a separate written agreement executed by both Parties.

By registering an account, requesting quotations, executing a Service Order, making any payment, establishing technical interconnection, transmitting telecommunications traffic through VACOTEL’s network, or otherwise accessing or using any VACOTEL Services, the Customer confirms that it has read, understood, and agrees to be legally bound by these Terms.

If the Customer accepts these Terms on behalf of a company or other legal entity, the individual accepting these Terms represents and warrants that they possess full legal authority to bind such entity.

If the Customer does not agree with any provision of these Terms, the Customer shall immediately discontinue the use of all VACOTEL Services.

VACOTEL reserves the right to amend, modify, or update these Terms at any time to reflect changes in applicable laws, telecommunications regulations, industry standards, operational practices, or business requirements. Updated versions shall become effective upon publication on the VACOTEL website or upon written notification to the Customer, unless otherwise specified. Continued use of the Services following such publication or notification shall constitute acceptance of the revised Terms.

These Terms shall be read together with, where applicable:

  • • Service Orders;
  • • Commercial Agreements;
  • • Rate Sheets;
  • • Privacy Policy;
  • • Data Processing Agreement (where applicable);
  • • Acceptable Use Policy;
  • • KYC Requirements; and
  • • any additional written agreements executed between the Parties.

In the event of any inconsistency between these Terms and an individually negotiated written agreement signed by both Parties, the provisions of such written agreement shall prevail solely to the extent of such inconsistency.

1.2 Definitions

For the purposes of these Terms, the following capitalized terms shall have the meanings set forth below unless the context requires otherwise.

“Account” means the Customer’s registered account created for accessing and using the Services.

“Applicable Law” means any applicable law, statute, regulation, directive, ordinance, court decision, regulatory requirement, industry code, or governmental order applicable to the provision or use of the Services.

“Carrier” means any telecommunications operator, network provider, interconnection partner, mobile network operator, fixed-line operator, or other communications service provider that directly or indirectly participates in the routing or delivery of telecommunications traffic.

“Customer” means any individual, company, partnership, corporation, governmental entity, or other legal person purchasing or using the Services provided by VACOTEL.

“Effective Date” means the earlier of:
(a) the date on which the Customer first accepts these Terms;
(b) the date on which the Customer first places an order for the Services;
(c) the date on which the Customer first uses the Services.

“Fees” means all charges, rates, invoices, carrier costs, taxes (where applicable), and other amounts payable by the Customer for the Services.

“Fraudulent Traffic” means any telecommunications traffic that is unauthorized, artificial, fraudulent, abusive, deceptive, manipulated, or otherwise generated in violation of these Terms, applicable law, or generally accepted telecommunications industry practices.

“KYC” means Know Your Customer procedures implemented by VACOTEL for customer identification, verification, and compliance purposes.

“Order” or “Service Order” means any written quotation, commercial proposal, purchase order, order confirmation, service activation request, or other document under which VACOTEL agrees to provide specific Services.

“Party” means either VACOTEL or the Customer individually, and “Parties” means both of them collectively.

“Services” means all telecommunications and related services made available by VACOTEL, including but not limited to Wholesale Voice Services, VoIP Solutions, SMS Messaging Services, Carrier Interconnection Services, Call Center Services, SIP Trunking, DID Services, Routing Services, and any other communications solutions offered by VACOTEL.

“Telecommunications Traffic” or “Traffic” means any voice calls, SMS messages, SIP sessions, signaling information, data communications, or other electronic communications transmitted through or processed by the Services.

“Terms” means these Terms of Service, together with any documents expressly incorporated herein by reference.

“User” means any employee, contractor, representative, affiliate, reseller, customer, or other person authorized by the Customer to access or use the Services on its behalf.

Words importing the singular include the plural and vice versa. References to one gender include all genders. Headings are included for convenience only and shall not affect the interpretation of these Terms.

2. Services

VACOTEL is an international provider of wholesale telecommunications and digital communication services. Subject to the Customer’s compliance with these Terms and any applicable commercial agreement, VACOTEL may provide one or more of the following services.

The exact scope, commercial conditions, technical specifications, routing arrangements, service availability, pricing, quality parameters, and applicable destinations shall be determined separately through Service Orders, commercial proposals, routing schedules, or other written agreements between the Parties.

VACOTEL reserves the right to modify, expand, suspend, discontinue, or replace any Service or destination at any time where reasonably required for operational, technical, commercial, security, regulatory, or legal reasons.

2.1 Wholesale Voice Services

VACOTEL provides international wholesale voice termination and origination services for fixed, mobile, toll-free, premium, satellite, and other telecommunications destinations.

Services may include, without limitation:

  • • International wholesale voice termination; 
  • • Wholesale voice origination; 
  • • SIP trunking; 
  • • CLI and Non-CLI routing; 
  • • International Direct Dialing (IDD); 
  • • Least Cost Routing (LCR); 
  • • Direct carrier interconnections; 
  • • Dedicated voice routing; 
  • • Voice transit services; 
  • • Quality-based routing solutions. 

Voice quality, routing methods, codec selection, CLI presentation, ASR (Answer-Seizure Ratio), ACD (Average Call Duration), PDD (Post Dial Delay), latency, and route availability may vary depending on network conditions, upstream carriers, destination operators, regulatory requirements, and other factors outside VACOTEL’s reasonable control.

VACOTEL does not guarantee uninterrupted availability of any particular route, destination, carrier, or quality metric unless expressly agreed in writing.

2.2 Call Center Services

VACOTEL may provide inbound and outbound call center services, customer support solutions, virtual contact center infrastructure, and related telecommunications services.

Such services may include:

  • • Customer support operations; 
  • • Technical support; 
  • • Sales campaigns; 
  • • Lead generation; 
  • • Appointment scheduling; 
  • • Customer surveys; 
  • • Help desk services; 
  • • Interactive Voice Response (IVR); 
  • • Omnichannel communication solutions; 
  • • Call recording (where legally permitted); 
  • • Workforce management tools. 

The Customer remains solely responsible for ensuring that all call center activities comply with applicable laws relating to consumer protection, privacy, electronic communications, marketing, telemarketing, call recording, and data protection within the jurisdictions where such services are used.

2.3 SMS Messaging Services

VACOTEL provides international messaging solutions supporting both Application-to-Person (A2P) and Person-to-Person (P2P) messaging services.

Available services may include:

  • • A2P SMS; 
  • • P2P SMS; 
  • • Two-Factor Authentication (2FA); 
  • • One-Time Password (OTP) delivery; 
  • • Transactional messaging; 
  • • Notification services; 
  • • Marketing campaigns, where legally permitted; 
  • • Number validation; 
  • • SMS routing; 
  • • Global messaging connectivity. 

Message delivery times, delivery receipts, throughput, routing, filtering, and destination availability depend upon mobile network operators, destination countries, applicable regulations, anti-spam measures, and other third-party network conditions.

VACOTEL does not warrant that every message submitted for delivery will be successfully delivered to the intended recipient.

2.4 Carrier Interconnection Services

VACOTEL maintains commercial and technical interconnections with international telecommunications carriers, operators, aggregators, service providers, and network partners.

Carrier interconnection services may include:

  • • Direct operator interconnection; 
  • • Voice transit; 
  • • SMS interconnection; 
  • • IPX connectivity; 
  • • SIP interconnection; 
  • • SS7 connectivity (where available); 
  • • Signaling services; 
  • • Number portability support (where applicable); 
  • • International traffic exchange. 

Interconnection services remain subject to the technical capabilities, regulatory approvals, contractual arrangements, and operational policies of participating carriers.

VACOTEL reserves the right to modify routing, replace suppliers, introduce alternative carriers, or suspend specific interconnections without prior notice where necessary to maintain service quality, security, compliance, or operational continuity.

2.5 Related Telecommunications Solutions

VACOTEL may additionally provide complementary telecommunications and communication technology solutions, including but not limited to:

  • • Communication Platform as a Service (CPaaS); 
  • • API integrations; 
  • • Number hosting; 
  • • DID services; 
  • • SIP infrastructure; 
  • • Telecom consulting; 
  • • Network monitoring; 
  • • Traffic management; 
  • • Fraud detection solutions; 
  • • Routing optimization; 
  • • Custom telecommunications projects; 
  • • Other communication-related services introduced from time to time. 

Unless otherwise expressly agreed in writing, all Services are provided on an “AS IS” and “AS AVAILABLE” basis.

VACOTEL shall use commercially reasonable efforts to provide reliable, secure, and high-quality Services; however, the Customer acknowledges that telecommunications services inherently depend upon numerous third-party networks, operators, internet service providers, infrastructure providers, and regulatory authorities. Accordingly, VACOTEL does not warrant uninterrupted operation, continuous availability, error-free performance, or compatibility with every network or destination.

3. Customer Responsibilities

The Customer acknowledges that the proper, lawful, and secure use of VACOTEL Services is essential for maintaining the integrity, quality, and regulatory compliance of international telecommunications networks. Accordingly, the Customer agrees to use the Services responsibly and in accordance with these Terms, all applicable laws, and generally accepted industry standards.

The Customer shall:

3.1 Accurate Information

Provide complete, accurate, current, and truthful corporate, technical, financial, billing, and contact information during the registration process and throughout the duration of the commercial relationship.

The Customer shall promptly notify VACOTEL of any material changes to its legal status, ownership, registered address, contact details, billing information, authorized representatives, or any other information relevant to the provision of the Services.

3.2 Lawful Use of Services

Use the Services solely for lawful business purposes and in full compliance with all applicable international, national, regional, and local laws, regulations, telecommunications requirements, licensing obligations, and regulatory directives.

The Customer shall be solely responsible for ensuring that its use of the Services is lawful in every jurisdiction where telecommunications traffic is originated, transmitted, terminated, or otherwise processed.

3.3 Regulatory Compliance

Comply with all applicable telecommunications, privacy, anti-spam, consumer protection, anti-money laundering (AML), sanctions, export control, cybersecurity, and data protection legislation, including but not limited to applicable European Union regulations, UK legislation, and any local regulatory requirements governing the Customer’s operations.

Where required by applicable law, the Customer shall obtain all necessary licenses, permits, approvals, registrations, and end-user consents prior to using the Services.

3.4 Security Obligations

The Customer shall implement and maintain appropriate administrative, technical, and organizational security measures designed to protect its systems, authentication credentials, interconnections, and telecommunications infrastructure against unauthorized access, cyberattacks, misuse, fraud, and other security incidents.

The Customer shall immediately notify VACOTEL upon becoming aware of any unauthorized use of the Services, compromised credentials, suspected fraud, or security breach affecting its account or telecommunications traffic.

3.5 Responsibility for Third Parties

The Customer shall remain fully responsible for all activities conducted through its account, including traffic generated by its employees, affiliates, subsidiaries, customers, resellers, agents, contractors, service providers, or end users.

The Customer may not avoid liability by claiming that prohibited traffic originated from a third party connected to its systems or network.

3.6 Cooperation

The Customer agrees to cooperate with VACOTEL in connection with fraud investigations, technical troubleshooting, regulatory inquiries, carrier requests, compliance reviews, and any reasonable requests necessary to protect the security and integrity of the Services.

Such cooperation may include the prompt provision of traffic records, technical information, routing details, customer identification data, or other relevant documentation where reasonably requested.

3.7 Financial Responsibility

The Customer shall remain responsible for the timely payment of all invoices, charges, taxes, carrier fees, and any other amounts due under these Terms or any applicable commercial agreement, irrespective of disputes involving the Customer’s own clients or downstream service providers.

Failure to comply with these obligations may result in suspension or termination of the Services in accordance with these Terms.

4. Prohibited Activities

To protect the security, integrity, quality, and lawful operation of the VACOTEL network and its carrier partners, the Customer shall not use, permit, facilitate, or attempt to use the Services for any unlawful, fraudulent, abusive, deceptive, harmful, or unauthorized activity.

Without limitation, the following activities are strictly prohibited:

4.1 Telecommunications Fraud

The Customer shall not engage in, facilitate, or knowingly permit any fraudulent telecommunications activity, including but not limited to:

  • • International Revenue Share Fraud (IRSF); 
  • • Wangiri (One Ring Scam); 
  • • CLI Spoofing; 
  • • Caller ID manipulation; 
  • • PBX hacking; 
  • • SIM Box operations; 
  • • Bypass fraud; 
  • • Premium-rate fraud; 
  • • Toll fraud; 
  • • Call pumping; 
  • • Artificial traffic generation; 
  • • False Answer Supervision (FAS); 
  • • Traffic masking; 
  • • Traffic laundering; 
  • • Number harvesting; 
  • • Any similar fraudulent telecommunications practice. 

4.2 Artificial Traffic Inflation

The Customer shall not intentionally generate, stimulate, purchase, incentivize, manipulate, or otherwise create artificial telecommunications traffic for the purpose of increasing revenues, commissions, interconnection payments, traffic volumes, or any other commercial benefit.

This prohibition includes, without limitation:

  • • Traffic pumping; 
  • • Auto-generated calls; 
  • • Loop traffic; 
  • • Test traffic disguised as commercial traffic; 
  • • Artificial call completion; 
  • • Robotic call generation; 
  • • Call forwarding loops; 
  • • Repetitive or non-human traffic; 
  • • Traffic intended solely to trigger carrier payments. 

4.3 Spam and Unsolicited Messaging

The Customer shall not transmit, originate, relay, or facilitate:

  • • Spam SMS; 
  • • Bulk unsolicited messaging; 
  • • Smishing; 
  • • Phishing messages; 
  • • Malware distribution; 
  • • Unauthorized marketing communications; 
  • • Messages violating applicable anti-spam legislation; 
  • • Communications sent without legally required user consent. 

4.4 Unauthorized Access

The Customer shall not:

  • • attempt to gain unauthorized access to VACOTEL systems; 
  • • interfere with VACOTEL infrastructure; 
  • • bypass authentication mechanisms; 
  • • compromise network security; 
  • • exploit vulnerabilities; 
  • • perform penetration testing without prior written authorization; 
  • • interfere with other customers’ services. 

4.5 Illegal or Harmful Activities

The Services shall not be used for activities involving:

  • • money laundering; 
  • • terrorist financing; 
  • • organized crime; 
  • • sanctions evasion; 
  • • identity theft; 
  • • financial fraud; 
  • • child exploitation; 
  • • distribution of illegal content; 
  • • harassment; 
  • • cybercrime; 
  • • denial-of-service attacks; 
  • • unlawful surveillance; 
  • • illegal gambling where prohibited by law; 
  • • violations of intellectual property rights; 
  • • any activity prohibited by applicable law or regulatory authority. 

4.6 Circumvention of Carrier Policies

The Customer shall not knowingly circumvent or attempt to circumvent the routing rules, pricing policies, technical restrictions, traffic management policies, or operational requirements of VACOTEL or any underlying carrier, network operator, or telecommunications provider.

4.7 Consequences of Prohibited Activities

Where VACOTEL reasonably believes that the Customer has engaged in, facilitated, or failed to prevent any prohibited activity, VACOTEL may, without prior notice and without liability:

  • • immediately suspend or terminate any Service; 
  • • block specific routes, destinations, accounts, IP addresses, or traffic; 
  • • refuse further traffic; 
  • • withhold activation of new Services; 
  • • require additional security deposits or revised commercial terms; 
  • • report the matter to carriers, regulatory authorities, law enforcement agencies, or other competent governmental bodies; 
  • • recover all direct and indirect losses, carrier penalties, regulatory fines, legal costs, and other damages arising from such prohibited activities, to the fullest extent permitted by applicable law.

5. Suspension and Termination

VACOTEL is committed to maintaining the security, integrity, reliability, and regulatory compliance of its telecommunications network and reserves the right to suspend, restrict, or terminate the provision of any Service where reasonably necessary to protect its business, customers, carrier partners, or applicable legal obligations.

5.1 Suspension of Services

VACOTEL may immediately suspend, restrict, block, or disconnect all or part of the Services, without prior notice and without liability, if it reasonably determines that:

  • • the Customer has failed to make payment of any undisputed invoice by the applicable due date; 
  • • fraudulent, suspicious, illegal, abusive, or unauthorized telecommunications traffic has been detected or is reasonably suspected; 
  • • the Customer breaches these Terms, any Service Order, commercial agreement, or applicable policies; 
  • • VACOTEL reasonably believes that continued provision of the Services may expose VACOTEL, its carrier partners, or other customers to financial loss, fraud, reputational damage, cybersecurity risks, or regulatory enforcement; 
  • • the Customer fails to comply with applicable telecommunications laws, sanctions, export control regulations, anti-money laundering legislation, or any regulatory requirements; 
  • • VACOTEL receives a request, instruction, or order from a competent regulatory authority, law enforcement agency, court, governmental authority, or carrier partner requiring suspension of the Services; 
  • • the Customer fails to provide or update KYC, AML, or compliance documentation upon request; 
  • • the Customer’s account, systems, credentials, or telecommunications infrastructure appear to have been compromised or present a material security risk; 
  • • scheduled or emergency maintenance is required to ensure the stability, security, or proper operation of VACOTEL’s network. 

Where reasonably practicable, VACOTEL will use commercially reasonable efforts to notify the Customer of any suspension. However, VACOTEL shall not be obligated to provide prior notice where immediate action is necessary to mitigate fraud, security incidents, regulatory risks, or operational disruptions.

Suspension of the Services shall not relieve the Customer from its obligation to pay any outstanding fees, invoices, penalties, taxes, carrier charges, or other amounts accrued prior to or during the suspension period.

5.2 Termination

Either Party may terminate the commercial relationship in accordance with the applicable commercial agreement or Service Order.

VACOTEL may terminate the Services immediately, without prior notice, where:

  • • the Customer commits a material breach of these Terms and fails to remedy such breach within a reasonable period after receiving written notice, where such breach is capable of remedy; 
  • • fraud, telecommunications abuse, sanctions violations, or other unlawful activity is confirmed or reasonably suspected; 
  • • the Customer becomes insolvent, enters liquidation, administration, bankruptcy, or ceases business operations; 
  • • continued provision of the Services would violate applicable laws or regulatory requirements; 
  • • the Customer repeatedly fails to comply with payment obligations; 
  • • VACOTEL determines that maintaining the commercial relationship presents an unacceptable financial, legal, operational, compliance, or reputational risk. 

Termination shall not affect any rights, obligations, liabilities, or payment obligations accrued prior to the effective date of termination.

Any provisions of these Terms that by their nature are intended to survive termination, including without limitation payment obligations, confidentiality, limitation of liability, indemnification, dispute resolution, intellectual property, and governing law, shall remain in full force and effect.

6. Payments

The following Payment Policy governs all payments made for the Services provided by VACOTEL unless otherwise agreed in a separate written agreement executed by both Parties.

6.1 Payment Methods

VACOTEL accepts payments through the following methods:

  • • Bank Wire Transfer (SWIFT);
  • • SEPA Bank Transfer (where applicable);
  • • Other payment methods expressly approved in writing by VACOTEL.

The Customer shall bear all bank charges, intermediary bank fees, currency conversion fees, and any other costs associated with the transfer of funds. Payment shall be deemed received only when cleared funds have been credited to VACOTEL’s designated bank account.

6.2 Prepayment

Unless otherwise expressly agreed in writing, all VACOTEL Services are provided on a prepaid basis.

The Customer is solely responsible for maintaining a sufficient account balance to ensure the uninterrupted provision of the Services.

VACOTEL shall have no obligation to continue providing Services where the Customer’s available balance is insufficient. Services may be automatically suspended or restricted until additional funds have been received.

Any credit facilities or postpaid arrangements shall be granted solely at VACOTEL’s discretion and may be modified, suspended, or withdrawn at any time.

6.3 Invoicing

VACOTEL may issue invoices periodically based on actual service usage, prepaid balance replenishments, commercial agreements, or any other agreed billing arrangements.

Invoices shall be delivered electronically to the billing contact designated by the Customer.

The Customer is responsible for reviewing each invoice upon receipt.

Any billing discrepancies, including invoice amounts, Call Detail Records (CDRs), SMS records, routing charges, or other usage-related charges, must be reported to VACOTEL in writing within seven (7) calendar days from the date of invoice issuance.

Failure to notify VACOTEL within this period shall constitute the Customer’s acceptance of the invoice as accurate and payable.

6.4 Taxes

Unless expressly stated otherwise, all prices, fees, and charges are exclusive of any applicable taxes, duties, levies, withholding taxes, VAT, sales taxes, telecommunications taxes, or governmental charges.

The Customer shall remain solely responsible for the payment of all applicable taxes arising from the purchase or use of the Services, except for taxes imposed on VACOTEL’s net income.

6.5 Late Payments

Where payment obligations apply, all invoices shall be paid on or before the applicable due date.

If any amount remains outstanding after its due date, VACOTEL reserves the right, without prejudice to any other available remedies, to:

  • • suspend or restrict the provision of any Services;
  • • temporarily disable or limit access to the Customer’s account;
  • • withhold routing resources, network capacity, or additional service activations;
  • • reduce or withdraw any granted credit facilities;
  • • terminate the commercial relationship in accordance with these Terms.

In addition, VACOTEL may charge a late payment fee equal to one percent (1%) of the outstanding amount for each commenced month of delay, or the maximum amount permitted under applicable law.

6.6 Refunds

Except where required by applicable law or expressly agreed by VACOTEL in writing, all payments made by the Customer are final and non-refundable.

No refunds shall be provided for:

  • • Services already rendered;
  • • telecommunications traffic successfully transmitted through the VACOTEL network;
  • • unused prepaid balances following termination due to the Customer’s breach of these Terms;
  • • losses arising from fraud, unauthorized access to the Customer’s systems, or misuse of the Services attributable to the Customer.

Where VACOTEL determines, at its sole discretion, that a refund is appropriate, such refund may be issued using the original payment method or another mutually agreed method.

6.7 Fraud Prevention

To protect the integrity of the Services and comply with applicable legal and regulatory requirements, VACOTEL reserves the right to request, at any time:

  • • additional identity verification documents;
  • • updated KYC or AML documentation;
  • • proof of source of funds where appropriate;
  • • payment verification;
  • • additional security deposits;
  • • advance payments or revised commercial terms.

Failure to provide the requested information within a reasonable period may result in the suspension, restriction, or termination of the Services.

7. Fraud & Traffic Security

VACOTEL maintains comprehensive fraud prevention, traffic monitoring, and network security procedures designed to protect its customers, carrier partners, telecommunications infrastructure, and the integrity of international communications networks.

The Customer acknowledges that fraud prevention is a shared responsibility and agrees to cooperate fully with VACOTEL in maintaining the security of the Services.

7.1 Traffic Monitoring

VACOTEL reserves the right, but assumes no obligation, to continuously monitor telecommunications traffic transmitted through its network for the purposes of:

  • • fraud detection; 
  • • quality assurance; 
  • • routing optimisation; 
  • • network security; 
  • • cybersecurity monitoring; 
  • • regulatory compliance; 
  • • sanctions screening; 
  • • abuse prevention; 
  • • operational risk management. 

Such monitoring may be performed using automated systems, artificial intelligence, fraud detection platforms, manual analysis, carrier notifications, or other commercially reasonable methods.

Nothing in these Terms shall be interpreted as creating any obligation for VACOTEL to detect, prevent, or mitigate fraud before financial losses occur.

7.2 Fraud Prevention Measures

Where VACOTEL reasonably believes that fraudulent, suspicious, abusive, or unauthorized traffic may be occurring, VACOTEL may immediately and without prior notice:

  • • suspend or block affected routes; 
  • • reject traffic; 
  • • disconnect SIP trunks; 
  • • suspend messaging services; 
  • • block destinations, IP addresses, accounts, or numbers; 
  • • require additional verification or KYC documentation; 
  • • require increased security deposits or prepaid balances; 
  • • implement temporary routing restrictions; 
  • • cooperate with carrier partners and competent authorities. 

7.3 Customer Security Obligations

The Customer shall implement and maintain commercially reasonable security measures designed to prevent unauthorized use of the Services.

Such measures shall include, where applicable:

  • • secure authentication mechanisms; 
  • • strong password policies; 
  • • multi-factor authentication; 
  • • SIP authentication controls; 
  • • IP address restrictions; 
  • • fraud detection procedures; 
  • • traffic monitoring; 
  • • timely software updates; 
  • • vulnerability management. 

The Customer shall immediately notify VACOTEL upon becoming aware of any suspected fraud, compromised credentials, abnormal traffic patterns, unauthorized access, or cybersecurity incident affecting its account.

7.4 Liability for Fraudulent Traffic

The Customer shall remain solely responsible for all telecommunications traffic transmitted through its account, regardless of whether such traffic was generated by:

  • • the Customer; 
  • • its employees; 
  • • affiliates; 
  • • customers; 
  • • resellers; 
  • • subcontractors; 
  • • service providers; 
  • • end users; 
  • • unauthorized third parties who obtained access to the Customer’s systems. 

Unless otherwise required by applicable law or expressly agreed in writing, all fraudulent traffic successfully transmitted through VACOTEL’s network shall remain fully chargeable to the Customer.

7.5 Cooperation with Investigations

The Customer agrees to fully cooperate with VACOTEL during any fraud investigation, security incident, carrier inquiry, or regulatory investigation by providing all reasonably requested information, technical records, traffic logs, routing information, and other relevant documentation without undue delay.

Failure to cooperate may constitute a material breach of these Terms and may result in immediate suspension or termination of the Services.

8. Limitation of Liability

VACOTEL shall use commercially reasonable efforts to provide reliable, secure, and high-quality telecommunications Services. However, the Customer acknowledges that telecommunications networks inherently depend upon third-party carriers, operators, internet service providers, infrastructure providers, and regulatory authorities, all of which are beyond VACOTEL’s reasonable control.

To the fullest extent permitted by applicable law, VACOTEL shall not be liable for any indirect, incidental, consequential, exemplary, punitive, or special damages arising out of or in connection with the use of, inability to use, interruption of, or reliance upon the Services.

Without limitation, VACOTEL shall not be liable for:

  • • loss of profits, revenue, business opportunities, or anticipated savings;
  • • loss or corruption of data;
  • • business interruption or operational downtime;
  • • loss of customers or goodwill;
  • • delays, interruptions, or failures caused by third-party carriers or network operators;
  • • routing changes, service degradation, congestion, or destination unavailability;
  • • unauthorized access to the Customer’s systems or accounts;
  • • fraud, cyberattacks, or security incidents originating from the Customer’s infrastructure;
  • • any indirect or consequential commercial losses.

VACOTEL shall not be responsible for any failure or delay in providing the Services resulting from circumstances beyond its reasonable control, including failures of third-party telecommunications providers, internet outages, regulatory actions, force majeure events, or technical failures of interconnected networks.

To the maximum extent permitted by applicable law, VACOTEL’s total aggregate liability arising out of or relating to these Terms or the Services shall not exceed the total amount actually paid by the Customer to VACOTEL for the affected Services during the three (3) months immediately preceding the event giving rise to the claim.

Nothing in these Terms shall exclude or limit liability where such exclusion or limitation is prohibited by mandatory applicable law.

9. Intellectual Property

All intellectual property rights relating to the Services remain the exclusive property of VACOTEL and its licensors, where applicable.

Nothing contained in these Terms shall be construed as transferring, assigning, or granting ownership of any intellectual property rights to the Customer, except for the limited right to use the Services in accordance with these Terms.

Without limitation, VACOTEL retains all rights, title, and interest in and to:

  • • the VACOTEL name, trademarks, logos, trade names, and branding;
  • • the VACOTEL website and its content;
  • • software, applications, APIs, and technical documentation;
  • • routing methodologies, network configurations, and service architecture;
  • • service descriptions, marketing materials, graphics, and publications;
  • • proprietary technologies, business processes, and know-how;
  • • any updates, modifications, enhancements, or derivative works related to the Services.

The Customer shall not, without VACOTEL’s prior written consent:

  • • copy, reproduce, distribute, modify, publish, or create derivative works from any VACOTEL materials;
  • • remove, alter, or obscure any copyright, trademark, or proprietary notices;
  • • reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code of any software or technology provided by VACOTEL, except where expressly permitted by applicable law;
  • • use VACOTEL’s trademarks, logos, or branding in any advertising, promotional materials, or public communications in a manner that may imply sponsorship, endorsement, or affiliation without prior written authorization.

Any unauthorized use of VACOTEL’s intellectual property may result in the immediate suspension or termination of the Services and may give rise to legal action seeking injunctive relief, damages, or any other remedies available under applicable law.

All rights not expressly granted under these Terms are reserved by VACOTEL.

10. Privacy & Data Protection

VACOTEL is committed to protecting the privacy, confidentiality, and security of personal data processed in connection with the provision of its Services.

Any collection, use, storage, disclosure, or other processing of personal data shall be carried out in accordance with applicable data protection legislation, including, where applicable:

  • • the General Data Protection Regulation (EU) 2016/679 (“GDPR”);
  • • the UK General Data Protection Regulation (“UK GDPR”);
  • • the UK Data Protection Act 2018;
  • • the Bulgarian Personal Data Protection Act, where applicable; and
  • • any other applicable privacy and data protection laws.

The Customer acknowledges and agrees that VACOTEL may process personal data to the extent necessary for:

  • • providing and maintaining the Services;
  • • customer onboarding and account administration;
  • • billing and payment processing;
  • • fraud prevention and security monitoring;
  • • regulatory compliance, including Know Your Customer (KYC) and Anti-Money Laundering (AML) obligations;
  • • responding to lawful requests from competent authorities;
  • • improving the quality, security, and performance of the Services.

Each Party shall remain independently responsible for complying with its respective obligations under applicable data protection legislation.

Where the nature of the Services requires the processing of personal data on behalf of the Customer, the Parties may enter into a separate Data Processing Agreement (“DPA”), which shall form an integral part of these Terms.

The Customer represents and warrants that it has obtained all necessary rights, permissions, notices, and lawful bases required to process and transmit any personal data through the Services.

The Customer shall ensure that its use of the Services complies with all applicable privacy, electronic communications, marketing, and telecommunications legislation within each jurisdiction in which it operates.

Further information regarding VACOTEL’s processing of personal data is available in the VACOTEL Privacy Policy, which forms part of these Terms and is available on the VACOTEL website.

VACOTEL implements commercially reasonable technical and organizational measures designed to protect personal data against unauthorized access, disclosure, alteration, destruction, or accidental loss. However, no electronic communications network or information system can be guaranteed to be completely secure, and VACOTEL cannot warrant absolute security.

11. Governing Law & Contact Information

11.1 Governing Law

These Terms shall be governed by and construed in accordance with the laws applicable to the VACOTEL legal entity that provides the Services to the Customer.

Where the Services are provided by VACOTEL LP, these Terms shall be governed by the laws of Great Britain, and the courts of Great Britain shall have exclusive jurisdiction over any dispute arising out of or in connection with these Terms, unless otherwise agreed in writing.

Where the Services are provided by VACOTEL OOD, these Terms shall be governed by the laws of the Republic of Bulgaria, and the competent courts of Bulgaria shall have exclusive jurisdiction over any dispute arising out of or in connection with these Terms, unless otherwise agreed in writing.

The Parties agree to make reasonable efforts to resolve any dispute arising under these Terms through good-faith negotiations before commencing legal proceedings.

Nothing in these Terms shall prevent either Party from seeking interim, injunctive, or other urgent equitable relief before any court of competent jurisdiction where necessary to protect its legitimate interests.

11.2 Amendments

VACOTEL reserves the right to amend, modify, or update these Terms of Service at any time to reflect changes in applicable laws, regulatory requirements, business practices, operational procedures, or the Services offered.

Updated versions shall become effective upon publication on the VACOTEL website or upon written notification to the Customer, unless otherwise specified.

Continued use of the Services following the effective date of any revised Terms shall constitute the Customer’s acceptance of such amendments.

11.3 Severability

If any provision of these Terms is found by a court or competent authority to be invalid, unlawful, or unenforceable, such provision shall be deemed severed from these Terms, and the remaining provisions shall continue in full force and effect.

11.4 Entire Agreement

These Terms, together with any applicable Service Orders, Commercial Agreements, Rate Sheets, Privacy Policy, Data Processing Agreement, and any other documents expressly incorporated by reference, constitute the entire agreement between the Parties concerning the Services and supersede all prior negotiations, representations, understandings, and agreements relating to the same subject matter.

11.5 Contact Information

For legal, compliance, regulatory, or contractual inquiries regarding these Terms or the Services, please contact:

VACOTEL

Email: info@vacotel.net

VACOTEL will make commercially reasonable efforts to respond to legal and compliance inquiries within an appropriate timeframe.