Terms of service

These terms are a contract between you and We UC Ltd for the Olatti service. Please read them carefully. Some sections matter a great deal in practice: section 8 explains the important limitations of emergency (999 and 112) calling over an internet-based phone service, section 9 explains what inclusive and unlimited calling means and links to our Fair Use Policy, section 11 explains your responsibilities when you record calls, section 12 explains how prepaid credit works, and section 17 limits our liability. If you are entering into these terms for a business, you confirm you have authority to bind that business.

1. Who we are and these terms

Olatti is operated by We UC Ltd ("We UC", "Olatti", "we", "us" or "our"), a company registered in England and Wales under company number 15200847, with its registered office at Ariadne House, Town Quay, Southampton, SO14 2AQ, United Kingdom. VAT number 479947117 (GB479947117). As a UK provider of electronic communications services, we are subject to regulation by Ofcom. By accessing or using the Service you agree to these Terms. If you do not agree, you must not use the Service.

These Terms incorporate our Fair Use Policy, our Rate Card, our Privacy Policy and our Data Processing Addendum. Where you have signed a separate order form or service agreement with us, that document and these Terms together form our agreement, and the order form prevails if there is a conflict. Otherwise, if there is a conflict between these Terms and the Fair Use Policy, the Fair Use Policy prevails on questions of inclusive and unlimited calling.

2. Definitions

• "Service" means the Olatti business phone and communications platform, including the applications, numbers, calling, messaging, recording, transcription and related features, and any hardware we supply.
• "Customer", "you" or "your" means the business that contracts with us for the Service.
• "User" means an individual you authorise to use the Service under your account.
• "Account" means the credentials and configuration through which the Service is accessed and managed.
• "Number" means a telephone number we allocate to you or port in on your behalf.
• "Content" means any data, information, recording, transcript or material transmitted, stored or received via the Service.
• "Plan" means the subscription tier you choose for each User, as described on our pricing page at the time you order (currently Metered, Plus and Unlimited).
• "Charges" means the fees payable for the Service, including Plan subscriptions, usage charges at the rates on our Rate Card, and charges for add-ons and hardware.
• "Credit" means prepaid funds you add to your Account, from which usage charges and other pay-as-you-go Charges are deducted.
• "Rate Card" means our published list of usage charges and included and excluded destinations, available from our website and within the product, as updated from time to time.
• "Allowance" means the inclusive or fair-use minutes attached to a Plan, as set out in the Fair Use Policy.
• "UK Call" means an outbound call to a destination the Fair Use Policy defines as a UK landline or UK mobile.
• "Fair Use Policy" means our fair use policy published at olatti.com/legal/fair-use, as updated from time to time.
• "Trial" means any free or reduced-price trial period we offer for the Service.

3. Business customers only

The Service is provided to businesses, including sole traders, partnerships, companies, charities and other organisations, for use in the course of their business. By using the Service you confirm that you are acting for the purposes of a trade, business, craft or profession, that you are at least 18 years old, that you have authority to enter into these Terms, and that the information you give us is accurate and kept up to date. If you sign up as an individual, you do so as a business customer, and consumer protection laws that apply only to consumers will not apply to our agreement.

4. The Service

We provide the Service on a software-as-a-service basis. We grant you a limited, non-exclusive, non-transferable, revocable licence to access and use the Service for your internal business purposes during your subscription, strictly in accordance with these Terms. We may improve, change or add to the Service from time to time, and will not materially reduce its core functionality without reasonable notice.

5. Free trial

We may offer a Trial, currently seven days with 100 UK landline minutes and 50 UK mobile minutes, without a payment card. The Trial starts when you create your Account. During the Trial, some features may be limited, support may be limited, and the Service is provided as is without any warranty or service commitment. When the Trial ends, or when the Trial minutes are used, you may choose a Plan and add Credit to continue; if you do not, your Account will be restricted and may be closed, and any Content in it may be deleted after a reasonable period. A Trial is for one business and one Account; we may refuse or end a Trial where we reasonably believe it is being repeated or misused.

6. Account registration, security and verification

To use the Service you must register an Account with accurate and complete information. You are responsible for keeping your Account credentials confidential, for configuring the Service correctly, and for all activity that takes place under your Account and that of your Users, whether or not you authorised it. You must tell us promptly at security@olatti.com if you suspect any unauthorised access or other breach of security.

Because telephone numbers and calling are targets for fraud, we may at any time ask you to verify your identity and your business, for example by providing company registration details, proof of trading address, identification for the Account owner, or an explanation of your calling patterns. We may restrict outbound calling, number allocation or porting until verification is complete, and may suspend or close an Account where verification is refused or fails.

7. Numbers and porting

Where we allocate a Number to you, you do not own the Number, but you have the right to use it while your subscription continues, in line with the national numbering plan and Ofcom rules. You must give us a correct registered address for each Number and keep it current, as it is used for emergency-call routing and regulatory purposes.

You may ask to port an existing number to us, and you confirm you are entitled to do so. When you leave, you have the right to port your Number to another provider; we will not unreasonably delay or obstruct a valid porting request, and we will follow the applicable industry process. Porting can fail or be delayed for reasons outside our control, such as incorrect details or the losing or gaining provider's process, and we are not liable for such delays where we have acted reasonably.

After your subscription ends we will keep each Number reserved for you for 30 days so that you can port it out. After that period, or sooner where we close an Account for breach of section 10, the Number may be released and reallocated.

8. Emergency calls (999 and 112) - important

Olatti is an internet-based (VoIP) phone service. Emergency calling works differently from a traditional fixed line, and you must understand and tell your Users about the following limitations:

• Emergency calls depend on power and a working internet connection. If your power, broadband or internet connection fails, or the Service is otherwise unavailable, you may not be able to call 999 or 112 through Olatti. You should always keep an alternative means of calling the emergency services, such as a mobile phone.
• Because the Service can be used from any location, the emergency operator may not automatically know where you are. We pass the registered address you give us for each Number, so you must keep that address accurate and up to date. If you are calling from a different location, you must be ready to state your location to the operator.
• Emergency calls may not work during account suspension, when Charges are unpaid and the Service is restricted, or where a Number has not yet been fully provisioned.

Where the Service is used with an Olatti eSIM that places calls over the mobile network rather than the internet, emergency calls are handled by the mobile network in the usual way; the limitations above apply to calls made through the internet-based app and desk-phone features.

9. Plans, inclusive calls and fair use

Each Plan is described on our pricing page and in the Fair Use Policy. Any reference to 'unlimited' calls, on our website, in our marketing or anywhere else, means UK Calls made by a person having a live conversation in the ordinary course of your business, within the Fair Use Policy, and subject to these Terms. It does not include destinations the Fair Use Policy excludes, such as non-geographic, premium-rate, Crown Dependency and international numbers, which are charged at Rate Card rates from your Credit.

Allowances are per User per calendar month and are pooled across the Users on the same Plan in your Account. Unused Allowance does not carry over. Inbound calls and calls between Users on your Account are not counted. Where a User is added or removed part-way through a month, that User's Allowance may be pro-rated.

The Fair Use Policy explains what happens if an Allowance is exceeded. In summary: on the Unlimited Plan, exceeding the Allowance in a month does not interrupt calling or create a charge; if it happens persistently we will contact you and agree a way forward, and only if that fails may we, on notice, charge calls above the Allowance at Rate Card rates. On the Plus Plan, calls beyond the Allowance are charged at Rate Card rates from your Credit. Use for the purposes the Fair Use Policy describes as prohibited (including telemarketing, cold calling, call-centre operation, auto-dialling and trunking) is a breach of these Terms, is never covered by an Allowance, and may lead to immediate restriction of outbound calling and to charges at Rate Card rates for that use.

Because some destinations carry unusual termination costs, we may block, or charge at Rate Card rates, calls to numbers or ranges that we reasonably determine are used for revenue sharing, artificial inflation of traffic or similar purposes, and we will tell you where we have done so.

10. Acceptable use

You agree to use the Service lawfully, and not to use it (or allow it to be used) to:

• Break any law or regulation, infringe anyone's rights, or send content that is unlawful, defamatory, obscene, threatening, harassing or otherwise objectionable.
• Make nuisance, abusive, fraudulent, hoax or silent calls, or make unsolicited marketing calls in breach of the Privacy and Electronic Communications Regulations, the Telephone Preference Service rules or Ofcom rules.
• Carry out telemarketing, cold calling or campaign calling, operate a call centre, or use auto-diallers, predictive diallers, robocalls or voice broadcasting, without our prior written agreement.
• Misrepresent or manipulate calling line identification (CLI), spoof numbers, or carry out, enable or facilitate telecoms fraud, including artificial inflation of traffic.
• Use inclusive or unlimited calling outside the Fair Use Policy, including trunking, continuous call forwarding, calls without a live conversation, or use inconsistent with normal business use.
• Resell, rent, lease or otherwise make the Service available to third parties, or share User credentials, without our prior written consent.
• Reverse engineer, decompile or attempt to extract the source code of the Service, except to the extent the law expressly permits.
• Disrupt, overburden or impair the Service or network, gain unauthorised access to any system or data, or introduce malicious code.
• Use automated means to access the Service except through interfaces we publish.

You are responsible for ensuring your Users comply with this section and the Fair Use Policy. We may investigate suspected breaches, ask you for information, and suspend or restrict the Service, or specific features, Users or Numbers, where we reasonably believe use breaches this section or threatens the security or integrity of the network or other customers. Where we believe the Service has been used for unlawful purposes we may pass relevant information to the appropriate authorities.

11. Call recording, transcription and your responsibilities

Olatti lets you record, transcribe and summarise calls and meetings. Where you choose to use those features, you are the controller of the recordings, transcripts and related data, and you are responsible for using them lawfully. This includes having a proper lawful basis, informing the people on the call that it is being recorded where the law requires, and storing and handling the data in line with data protection law. We process this data on your behalf under our Data Processing Addendum. You agree to indemnify us against claims arising from your use of these features in breach of the law or these Terms.

12. Charges, prepaid credit and payment

12.1 How you pay

The Service is prepaid. You pay each Plan subscription in advance, monthly or annually, for each active User. Usage Charges, such as metered calls, calls beyond an Allowance and calls to excluded destinations, are deducted from Credit as they are incurred, at the rates on our Rate Card at the time of the call. You must give us a valid payment method and authorise us to take subscription payments when due and to add Credit when you ask us to, including any automatic top-up you switch on.

12.2 Credit

Credit is not a deposit and does not earn interest. It can only be used for Charges on your Account, is not transferable, and once added is not refundable, except where the law requires. Credit does not expire while your Account remains open. If your Account closes, we hold any remaining Credit for 90 days: if you reopen the Account within that period the Credit is restored; after that it is forfeited. If your Credit is exhausted, chargeable calls will not connect until you top up. Inbound calls, calls within your Account, calls within an Allowance and emergency calls are not affected by a zero Credit balance.

12.3 Prices, VAT and changes

All Charges are exclusive of VAT and other applicable taxes, which you are responsible for paying. Usage Charges are calculated per minute: each call is rounded up to the next whole minute, and the same rounding applies when counting minutes against an Allowance. We may change our Charges and our Rate Card, and will give you reasonable advance notice of any increase that affects you; if an increase materially disadvantages you, you may end the affected service in line with section 18 before it takes effect. Except where the law requires or these Terms say otherwise, Charges already paid are non-refundable.

12.4 Failed payments

If a subscription payment fails or is not made when due, we will tell you and give you a reasonable chance to put it right. If it is not resolved we may suspend or restrict the Service after notice, may charge interest on overdue amounts as allowed by law, and may recover reasonable collection costs. You remain liable for Charges accrued during any period of suspension.

12.5 Billing disputes

If you think a Charge is wrong, tell us at hello@olatti.com within 30 days of the Charge appearing on your Account and we will look into it. We will not restrict the Service over a Charge that is genuinely in dispute while we investigate.

13. Equipment and hardware

Where we supply hardware, such as desk phones or an eSIM, title to purchased hardware passes to you once we have received payment in full, and risk passes on delivery. Hardware we provide free with a Plan, or on a rental or loan basis, remains our property until any qualifying period in your order has been completed, and must be returned in good condition if the service ends before then. Hardware may come with a manufacturer's warranty; your statutory rights as a business buyer are not affected. You are responsible for the internet connection, power and any third-party equipment needed to use the Service.

14. Availability, maintenance and support

We work hard to keep the Service available and reliable, but we do not guarantee that it will be uninterrupted or error-free. The Service depends on your internet connection and on third-party networks and carriers we do not control. We may carry out planned maintenance, and will give reasonable notice where we can, and may carry out emergency maintenance without notice. We provide support as described on our website or in your service agreement, which may be limited to certain hours or channels. Where we offer a specific service level or availability commitment, it will be set out in a separate service level agreement.

15. Your content and data protection

As between you and us, you own your Content. You grant us the rights needed to host, process and transmit your Content to provide the Service. Our handling of personal information is described in our Privacy Policy, which is incorporated into these Terms by reference. Where we process personal data on your behalf, our Data Processing Addendum applies and sets out each party's data protection obligations. We may use aggregated, anonymised information about how the Service is used, which cannot identify you or any individual, to operate, improve and secure the Service.

16. Intellectual property

All intellectual property rights in the Service, including its software, content, design and trademarks, belong to We UC or its licensors. Except for the limited licence granted to you in these Terms, no rights are transferred to you. If you give us feedback or suggestions, we may use them freely and without obligation to you.

17. Warranties, disclaimers and liability

17.1 Disclaimers

Except as expressly stated in these Terms, the Service is provided on an "as is" and "as available" basis. To the extent permitted by law, we exclude all implied warranties, including those of satisfactory quality, fitness for a particular purpose and non-infringement, and we do not warrant that the Service will meet your requirements or be uninterrupted, secure or error-free.

17.2 Limitation of liability

Nothing in these Terms limits or excludes either party's liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law. Subject to that, to the fullest extent permitted by law we are not liable for loss of profits, revenue, business, anticipated savings, goodwill or data, or for any indirect or consequential loss, in each case however arising. Subject to the above, our total liability arising out of or in connection with the Service in any twelve-month period is limited to the total Charges you paid us for the Service in that period.

Because of the emergency-calling limitations described in section 8, you are responsible for keeping an alternative means of contacting the emergency services, and, to the extent the law allows, we are not liable for any inability to reach the emergency services through the internet-based Service.

17.3 Your indemnity

You will indemnify us against losses, claims, fines and reasonable costs we incur as a result of your or your Users' breach of sections 9, 10 or 11, including regulatory penalties for unlawful marketing calls and carrier charges arising from fraudulent or prohibited use of your Account.

18. Term, suspension and termination

18.1 Term and cancellation by you

Your subscription runs for the term set out in your order or Plan and, unless stated otherwise, renews automatically for successive periods. You may cancel a User or your whole subscription from your Account or by contacting us; unless your order says otherwise, cancellation takes effect at the end of your current billing period, and you keep access until then. Charges already paid are non-refundable except where the law requires.

18.2 Suspension and termination by us

We may suspend or terminate the Service, in whole or in part, with notice where reasonably possible, if you materially breach these Terms (including non-payment, or breach of section 9, 10 or the Fair Use Policy), if we reasonably believe your Account has been compromised, if required to protect the security or integrity of the network or other customers, or to comply with a legal or regulatory requirement. Where a breach can be put right, we will normally give you a chance to do so first. We may restrict outbound calling only, leaving inbound calls and emergency calls working, where that is enough to address the issue.

18.3 Effect of termination

On termination your right to use the Service ends and any outstanding Charges become due. For 30 days after termination you may, where the Service supports it, export your Content and port out your Numbers. We may then delete your Content, and we will normally do so within 90 days of termination in line with our retention practices and the Data Processing Addendum. Terms that by their nature should survive termination will do so, including those on charges due, intellectual property, disclaimers, liability and indemnities.

19. Complaints and dispute resolution

We want you to be happy with the Service. If something goes wrong, please contact us at hello@olatti.com so we can put it right; our complaints handling process, including how we escalate and the timescales we aim for, is set out in our Code of Practice, available on request. If you are a small business customer (generally one with no more than ten employees), or another customer eligible for the scheme, and we cannot resolve your complaint within six weeks, or we reach deadlock, you may refer the dispute, free of charge, to the independent Alternative Dispute Resolution (ADR) scheme of which we are a member, the Communications Ombudsman (commsombudsman.org, phone 0330 440 1614, email enquiry@commsombudsman.org), which is approved by Ofcom. This does not affect your right to take legal action.

20. Changes to these Terms

We may update these Terms, the Fair Use Policy and the Rate Card from time to time. We will post the updated version on this website and update the effective date, and where a change materially affects you we will give you reasonable notice. If a change materially disadvantages you, you may end the affected service before the change takes effect. Your continued use of the Service after a change takes effect means you accept the updated Terms.

21. Events outside our control

We are not liable for any failure or delay in performing our obligations caused by events beyond our reasonable control, including failures of internet, carrier or third-party networks, power failures, acts of government or regulators, industrial action, fire, flood, or other force majeure events.

22. General

• Assignment. You may not assign or transfer your rights under these Terms without our consent. We may assign or transfer ours to a group company or to a buyer of our business, where your rights are not adversely affected.
• Entire agreement. These Terms, together with any order form, the Fair Use Policy, the Rate Card, the Privacy Policy and the Data Processing Addendum, form the entire agreement between us and replace any earlier understanding on their subject matter.
• Severability. If any provision is found to be unenforceable, the rest of the Terms continue in force.
• Waiver. A failure to enforce a right is not a waiver of it.
• Third parties. No one other than you and us has any right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.
• Notices. We may give notice by email to your Account owner's address, through the product or by post; you can reach us at the contact details below.

23. Governing law and jurisdiction

These Terms and any dispute arising out of them are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction, except that we may bring proceedings to recover overdue Charges in any court of competent jurisdiction.

24. Contact us

If you have any questions about these Terms, please contact us at hello@olatti.com.

We UC Ltd, Ariadne House, Town Quay, Southampton, SO14 2AQ, United Kingdom. Registered in England and Wales, company number 15200847. VAT number 479947117 (GB479947117).