Terms & Conditions

TAWK NETWORK LIMITED – TERMS & CONDITIONS FOR SERVICES

  1. Hosted Voice

1.1 Overview

Tawk Network’s Hosted Voice service consists of three main elements:

  1. Licence
  2. Handset
  3. Additional Features (Services)

 

1.2 Early Termination Charges

If you enter into a contract with Tawk Network Ltd for Hosted Voice services, the following charges apply if you cancel or transfer the service before the end of the agreed contract term:

  • Line or Licence – An Early Termination/Administration Fee of £100.00 applies to each line or licence.
  • DDI Numbers – Cancelling or transferring a DDI number will result in the re-calculation and charging of any previously applied DDI rental discounts, plus a £25 administration fee per DDI number.
  • Main Telephone Numbers – Cancelling or porting a main number linked to licences (e.g., a DDI, main company number, hunt group, auto-attendant or call centre) will terminate all associated DDIs and licences and incur early termination fees as per our terms of business.
  • Contract Buyout – The full buyout of the remaining contract term applies, including the minimum 90-day notice period, calculated at the standard rate.
  • Equipment Return – Any provided equipment (routers, IP phones, POE switches, etc.) must be returned in full working order. If not returned within 7 days, charges apply for replacement based on the current retail value (minimum £99.00 + VAT for a standard router).

 

1.3 Equipment Options

  1. Handset Purchase – Customers who purchase handsets own the equipment.
  2. Handset Rental – Equipment remains the property of Tawk Network Ltd. Customers are responsible for keeping it in good working condition. Ownership will not transfer unless agreed in writing by a company director.
    • Handsets include a 12-month manufacturer’s warranty. After this, additional cover must be purchased if required.
    • If a handset becomes faulty and no cover is purchased, the customer is responsible for replacement.
    • Where handset rental is included in the licence price, the price remains unchanged until the contract ends.
  3. End of Contract – All rented equipment must be returned to:
    Tawk Network Ltd, 2 The Courtyard, Harris Business Park, Stoke Prior, Bromsgrove, Worcestershire, B60 4DJ.


Equipment will be checked, sanitised, tested, and graded. Any missing or damaged items will be invoiced according to the following grading:

  • Grade A (Good condition) – Boxed, working, no major damage. No charge.
  • Grade B (Poor condition but working) – Unboxed, minor damage. £50 charge.
  • Grade C (Beyond repair) – Unboxed, major damage or not working. Charged at full replacement cost.

 

1.4 Call Charges

  • Standard rates apply unless a call bundle is included.
  • Bundles cover outbound calls from each desk phone/licence. Forwarded calls (via hunt groups, auto-attendants, mobile apps) are charged at standard rates.
  • Bundles include UK geographic numbers (01/02) and main UK mobile networks (O2, EE, Vodafone, Hutchison 3G). Other calls are charged at standard rates.
  • Unlimited call bundles have a fair usage limit of 5,000 minutes per user per month.
  • Internal calls within your company are free of charge.

 

1.5 Hosted Voice Support

  • All new handsets have a 12-month manufacturer’s warranty.
  • Annual system support charges are:
    • Band 1: Up to 5 licences – £75 + VAT
    • Band 2: Up to 15 licences – £150 + VAT
    • Band 3: Up to 25 licences – £200 + VAT
    • Band 4: Up to 100 licences – £350 + VAT
    • Band 5: Over 100 licences – £500 + VAT
  • After the first 12 months, support is billed annually with your monthly invoice unless opted out.
  • Free system configuration may be offered for 3- or 5-year support agreements. If support is cancelled early, the waived setup fee will be invoiced.
  • Opting out of support after the first 12 months incurs a charge of £45 per 30 minutes.

 

1.6 Billing

Billing begins on the day the Hosted Voice licence is activated. If Tawk Network Ltd configures the system, billing may start before equipment delivery.

1.7 Customer Responsibilities

  • Network Readiness – Customers must ensure network and firewall settings are suitable. Tawk Network Ltd does not alter existing networks.
  • Cabling – Each IP phone should have a dedicated CAT5 connection. Daisy-chaining is not supported.
  • Connectivity – Minimum upload of 100 kbps per call required. A dedicated line or separate LAN is recommended. Other devices (PDQ, CCTV, PCs) should not share the voice network.
  • Router Settings – Disable SIP ALG and apply Tawk Network firewall settings if using your own router.

Tawk Network Ltd recommends using our connectivity for end-to-end support. Third-party ISP issues are the customer’s responsibility.

 

  1. Mobile

2.1 Early Termination Charges

  • Early Disconnection – £100 Early Termination/Administration Fee per line or number.
  • Contract Buyout – Full buyout of remaining term, including minimum 30-day notice period.
  • Spend Caps – Can be applied; speak to your account manager.
  • Upgrades – Moved to new tariffs as soon as possible; first invoice calculated pro-rata from upgrade/connection date.
  • Tariff Changes – Constitutes a new 24-month agreement.
  • Early Upgrades – No additional fees; remaining commitment rolls over to the end of the new agreement.

 

2.2 Additional Charges (Tawk Mobile & Network Direct)

  • New or replacement SIM cards: £10.00 per SIM (delivery)
  • Standard delivery for SIM cards: £10.00 per SIM
  • Standard delivery for mobile handsets: £10.00 per handset

 

  1. Broadband

3.1 Early Termination Charges

  • Early Disconnection/Transfer – £100 Administration Fee per broadband service or line.
  • Contract Buyout – Full buyout, including minimum 90-day notice period.
  • Equipment Return – Routers must be returned in working order. If not returned within 7 days, £99 + VAT replacement charge applies.

 

3.2 Billing

Billing begins on the day the broadband service goes live.

 

  1. Lease Line

4.1 Early Termination Charges

  • Order Cancellation – Cannot cancel once the 10-day cooling-off period has passed or survey clears excess construction charges.
  • Early Disconnection/Cancellation/Transfer – Minimum £250 Early Termination/Administration Fee per lease line.
  • Contract Buyout – Full buyout, including minimum 90-day notice period.
  • Equipment Return – Routers must be returned in working order. Charges apply if not returned within 7 days, based on current replacement 
  • value.

 

4.2 Billing

Billing begins on the day the lease line service goes live.

 

  1. General Terms

5.1 Discount Pricing

  • Discounted rates require a fixed-term contract.
  • Contracts automatically renew for 12 months if no notice is given.
  • Notice to leave: 30 days for mobile, 90 days for other services.
  • Specify which numbers/services to transfer or cancel. Services remain active unless notified in writing.
  • Early renewal adds remaining tenure of the original agreement to the new contract.

 

5.2 VAT

All charges are exclusive of VAT, which is payable in addition where applicable.

5.3 Other Terms

These charges and product-specific terms are additional to Tawk Network Ltd’s General Conditions for Communication Services, available on request or via www.tawk.network.