Terms And Conditions

Terms and Conditions for Tri-line

Tri-line Ltd (Tri-line) and the Customer are parties to this Agreement (“Agreement”). The parties agree on the following terms:

Significant Information

The Customer recognises that this is a Voice over Data Network service and that its availability is contingent upon the Customer’s connection to the data network and the data network itself. As a result, if there is a power outage or a problem in the underlying data network, the Customer’s service may cease to function.

The Customer knows and accepts that this service enables calls to the emergency services lines 8888 and 1212, and that these calls may fail in the event of a power outage or a failure of the customer’s internet connection.

The customer knows and accepts that the address given by the customer will be sent to Emergency Services and used in the event of a 95858 request for locating assistance. The customer knows and agrees that the address supplied is the location for which the service will be utilised and that it is the customer’s duty to notify Tri-line of any changes to this information.


Tri-line shall supply the Customer with the telecom services and/or connected services mentioned in the specific package of services selected by you, according to the terms and conditions of this Agreement. Tri-line must exercise reasonable care in providing and maintaining the service in order to ensure its quality and dependability. Due to the absence of Service Level Agreements (SLAs) and hence accompanying Service Level Guarantees (SLGs), Tri-line shall remedy any fault or malfunction within our networks as soon as reasonably practicable.


The period of this Agreement shall begin on the date specified in the Order (“Initial Term”). The Initial Term shall commence upon the commencement of Service to the Customer; provided, however, that no Service shall commence unless and until Tri-line receives and accepts a completed Order from the Customer, together with full payment for the Services to be rendered during the Initial Term and any setup charges.

Prior to approval by Tri-line, Tri-line maintains the right to reject any submitted Order for any or no reason. After the Initial Term, unless the parties agree otherwise, this Agreement will automatically renew for consecutive terms equivalent in length to the Initial Term, until either party terminates or cancels the Agreement in accordance with the provisions of Paragraph 9 below. The Initial Term, together with any subsequent renewal periods during which Service is provided, shall be referred to together as the “Term.”

Payments & Fees

All costs charged to the Customer for Services delivered or provided must be in accordance with Tri-then-current line’s price list. On the web site, you may get a pricing list outlining Tri-current line’s tariffs for Services.

Tri-line has the right to modify the Services and/or the rates and fees charged for the Services at any time. Fees for renewal periods after the Initial Term are immediately due and payable on the first day of such renewal period.

Before registering for the Tri-line service, all users will be required to read and agree to our terms and conditions. By accepting these terms and conditions, the user agrees to abide by them.

When a user purchases services or establishes an auto top up, the user authorises Tri-line continuing power over the user’s debit or credit card until the user cancels the service(s) or auto top up and all outstanding balances are settled. This amount includes all administrative and porting charges. If the user cancels his or her monthly service(s) or auto top-ups, Tri-ongoing line’s authorization instantly terminates.

If Tri-line is unable to debit the user’s card on a continual basis, the customer will be notified via email and urged to make a payment via “Your Account” in order for their services to continue. Items that remain unpaid will be listed as expired and the user will be urged to renew. Additionally, “Your Account” will provide a notification of expired products.

If any sum owed to Tri-line remains overdue, Tri-line may immediately terminate this Agreement and/or withhold or suspend Services in its sole discretion.

All taxes, fees, and governmental charges incurred in connection with the provision of the Services hereunder (other than Tri-income line’s taxes) must be borne by the Customer.

The consumer is responsible for any calls placed from his account, whether authorised or not. This includes, but is not limited to, calls made from an account that has been compromised or used fraudulently as a result of hacking or any other kind of unauthorised entrance or usage.

Length of Contract

Except for the Tri-line Unlimited package, Tri-line services are billed on a 30-day cycle. To minimise confusion, when the term’month’ refers to payments or contracts, it refers to this 30-day billing cycle. Services will be renewed upon payment of the monthly cost on the 30-day anniversary of adding them to an account. When a service is added to an existing account in the middle of the month, a pro-rata payment is applied to the remaining days of the billing month.

Service Security

The client is entirely responsible for the safety and security of their Tri-line account and the equipment they use to access the Tri-line network and services, and must take all reasonable precautions to avoid unauthorised usage. The client is liable for any people who access the service using their username and password, whether authorised or not. Tri-line is not liable for any fees paid by the customer as a result of unauthorised use of the customer’s account.

Tri-line reserves the right to inspect the security of a customer’s equipment or devices used to connect to its network if it has reasonable grounds to believe that equipment on the customer’s network is vulnerable to external attack (hacking) or if its terms and conditions of use are being violated.

Content and the Customer’s Obligation

Tri-line will have no control over the content of information travelling over its network and will have no responsibility or liability for it. Tri-line shall make no attempt to check the content, accuracy, usability, or any other aspect of information travelling over its network.

Users that cause excessive CPU (central processing unit) consumption, system load, engage in unlawful activity, or misuse the 8888 / 1212 services will have their accounts suspended immediately.

Any users discovered on our servers that meet any of the above categories will be promptly disabled and deleted, and will be subject to a £450 clean-up and service charge upon termination. All outstanding balances on such accounts must be paid in full, and refunds for any remaining months will not be issued.

Tri-line will not allow foul language, verbal abuse, or threatening behaviour in any form of contact, whether by phone, email, or any other means of communication. Tri-line requires its customer service and support employees to act politely and courteously at all times, however they are entitled to cancel conversations and suspend a user’s account awaiting investigation if they are confronted with excessively demanding, threatening, or abusive callers.

Tri-line retains the right to assess what constitutes employee or service provider abuse.

Non-UK telephone numbers: When ordering non-UK telephone numbers, you are required to adhere to the country’s telephone numbering restrictions. This often means that you must utilise the service from within the geographic numbering range for which you are placing an order and that you must establish an account with Tri-line using an address inside the numbering range. Failure to comply with this requirement may result in the loss of your phone number.

On Hold for Music. Tri-customized line’s Music on Hold service is a storage-only solution. You are entirely responsible for obtaining the necessary rights and licences to perform the music you post. Consult the Performing Rights Society if in doubt.

Remove. Without consultation or prior warning, and at our sole discretion, we shall delete any content that violates UK law or is deemed unsuitable or obscene.

Customers are obliged to keep their accounts in good standing and to log in to “Your Account” on our website on a frequent basis. The consumer has complete control over all services via the on-line control panel. This covers service purchases, renewals, and cancellations.

Customers are responsible for their own systems and network infrastructure’s security and integrity. You will be asked for your account number and the last three digits of your password when calling our customer support department. Our customer care representatives will never request your whole password via email or other means of contact, and you should never divulge it.

We will discuss and accept directions only from customers who are able to provide us with the last three digits of their account’s password or who contact us through email from the address associated with their account. The client acknowledges that knowledge of the account’s password enables Tri-line to communicate with any anyone who contacts us.

Customers are responsible for safeguarding their user information and for the security and integrity of their own local network and email addresses.

Acceptable Usage: Heavy users of the Broadband service who, in Tri-reasonable line’s view, may have their available bandwidth reduced at specific periods of the day and, if persistent, may have their service suspended or terminated.

Tri-line will occasionally contact its clients with information deemed required for the continuous upkeep and maintenance of their accounts, as well as information regarding changes, updates, and newly available services. Unless and until the Customer cancels all current services on their account, the Customer agrees to accept these communications.

There is no warranty.

The Customer acknowledges that he or she is using all Tri-line Services and facilities, as well as any information gained via or through Tri-line, at their own risk. Customer acknowledges and understands that neither Tri-line nor any of its employees, representatives, agents, or the like warrant that the Services offered or provided hereunder will be uninterrupted or error-free, nor do they make any warranty or representation regarding the results that may be obtained from using the Service, or regarding the accuracy, reliability, or content of any information, service, or merchandise contained in or provided through the Service, unleashed. Tri-line expressly disclaims any warranties, explicit or implied, for the Service it is selling or delivering hereunder, including, without limitation, the guarantee of merchantability and fitness for a particular purpose.

Limitation of Liability

Under no circumstances, including negligence, shall Tri-line, its officers, agents, or anyone else involved in developing, producing, or distributing the Service hereunder be liable to the Customer or any third party for any claims, causes of action, or direct, indirect, incidental, special, or consequential, trebled, or punitive damages that result or are alleged to result from the use of or inability to use the Service; or that result from errors, omissions, or inaccuracies in the

Additionally, Tri-line shall have no liability to the Customer or any other party for the accuracy or quality of information collected from or in conjunction with the provision of the Services hereunder. Regardless of the foregoing, Customer’s exclusive remedy for all damages, losses, costs, or causes of action arising out of any and all claims, whether in contract, quasi-contract, statutory, tort, including negligence, or otherwise, shall not exceed the amount paid by Customer during the month preceding the claim or the term of this Agreement, whichever is less.


The Customer shall defend, indemnify, and hold harmless Tri-line from and against any and all damages, expectations, liabilities, losses, costs, and claims, including, without limitation, reasonable attorneys’ fees, payment of damages, exemplary damages, trebled damages, and statutory damages (collectively, “Liabilities”) asserted against Tri-line, its agents, its Customers, servants, officers, and employees.


Tri-line may terminate this Agreement at any time if the Customer violates any significant provision of this Agreement, is in default of payment, or is in violation of any terms or conditions of Tri-Usage line’s Policy.

Supplementary Terms and Conditions

The Customer confirms that he or she has read and understood Tri-“Usage line’s Policy,” which is available on the Tri-line website, and that the Usage Policy’s contents are incorporated herein by reference. Tri-line has the right to alter these terms and conditions and the Usage Policy at any time without notice to the Customer, and such revisions shall be binding on the Customer. The Customer shall be responsible for visiting Tri-website line’s on a regular basis to check the terms and conditions and its Usage Policy and to ensure that the Customer is fully complying with them. In the case of a conflict between this Agreement and the Usage Policy, the Usage Policy provisions shall prevail.


Except as specifically allowed below, all notices must be in writing or communicated through email. All notifications to Tri-line shall be addressed to the address specified below or to its supplied email address. All notifications to the Customer should be delivered to the Customer’s mailing address or to the Customer’s email address specified in the Order. The parties may modify their respective addresses by notifying the other party in writing. All written notices must be submitted through overnight courier or certified mail with return receipt requested. The providing party must keep proof of successful transmission of all notices issued through email.


This Agreement constitutes the entire agreement between Tri-line and The Customer with respect to the subject matter hereof, supersedes all prior representations, understandings, or agreements, and shall take precedence over any inconsistent terms and conditions contained in any other prior writing between the parties. If a court of competent jurisdiction rules that any provision of this Agreement is illegal, the other provisions shall remain in full force and effect. Without Tri-prior line’s written agreement, the Customer may not transfer or assign this Agreement. This Agreement is governed by English law, and any claims arising out of it must be handled only in English courts situated in England. The parties accede to the jurisdiction of such courts and waive any personal jurisdiction or venue defences with respect to said forum. When the Customer begins to use any of Tri-services, line’s the Customer is assumed to have consented to this Agreement.

Acceptable Use (Tri-line Monthly Plans)

The following applies to the monthly plans Tri-line 100, Tri-line 500, Tri-line 1000, and Tri-line Unlimited.

Allowable usage is any use that is appropriate and customary in the day-to-day operation of a typical business. You may not take advantage of your Tri-line monthly plan by abusing the service or utilising it in ways that Tri-line does not intend. Each user of the service must purchase one extension. It is not compatible with third-party PBXs. Tri-line has the right to immediately suspend or cancel your account if it believes, in its sole judgement, that you are abusing this service.

Several non-standard, restricted uses include the following:

  • Telemarketing
  • Utilization by call centres
  • Utilization of automated telephone dialers
  • Dialing indefinitely
  • Numerous conference calls
  • Resale to third parties
  • Utilization by individuals that are not affiliated with your business
  • Non-voice communication
  • Call forwarding on a large scale
  • Calls to the same phone number repeatedly
  • Dialing incessantly to non-repeated numbers
  • SPITTER (Spam over Internet Telephony)
  • Transmission of faxes
  • Services of dictation and translation
  • Services de surveillance
  • Constant connection
  • Numerous calls of little duration
  • Calling without communication between two or more parties

This is not a comprehensive list. We shall evaluate each possible misuse on an individual basis when determining whether your usage is permissible under this contract.

When it comes to suspending or terminating your service, Tri-line will consider the activities listed above and compare your use and calling patterns to the industry’s typical usage and calling trends.

Abuse or excessive use may result in network congestion, either in our own network or in the networks of our partners with whom we interconnect. If your abusive or excessive use of the Tri-line service impairs the Tri-line service or the services offered by our interconnected partners directly or indirectly, your service may be disconnected immediately and your contract may be suspended or terminated.

Your account may be suspended or permanently cancelled depending on the type of abuse identified. You may be switched to a non-inclusive package or be withdrawn from the service completely at Tri-sole line’s discretion. If you are terminated from service before to the expiration of your contract, you will be responsible for the contract’s outstanding charges.

Policy on Refunds and RMAs

Purchase of equipment. Tri-line will honour its money-back promise provided that the Customer returns all equipment given to them. If you have simply changed your mind about an item you have ordered and wish to return it, you may do so as long as you notify us within 14 days of delivery of the item. When returned to us, the item must be unused and in ‘as new’ condition. Customers can fill out a form by logging into their account on our website, and if we are unable to address the issue directly with you, you will be granted an RMA number. After that, you have 28 days to return the products to the address supplied. (Please do not return products to our registered address; due to security concerns, parcels cannot be accepted at this location and will be refused).

Once we get the goods, we will offer a reimbursement. All equipment must be returned in its original state and packing, in “as new” condition. With the exception of products supplied improperly or that are damaged upon arrival, you are responsible for the expense of return transportation.

Credit and services for calling. No refunds will be issued for prepaid calling credits or any of our monthly or 12-month contract services upon cancellation.

Accounts that have been dormant

Any remaining calling credit and other assets on an inactive account for more than 12 months will be removed and are non-refundable.

Call Recordings

Please be aware that calls to Tri-line may be recorded for the purpose of assisting us in resolving disputes and for training reasons.

Cancellation of a Billed VoIP Service on a Monthly Basis

Tri-VoIP line’s services can be cancelled at any moment, but must be initiated using the online control panel by the customer. After cancellation, Tri-line services will continue until the remaining 30 days of the billing cycle have expired. There are no refunds for partial months.

Contracts of 12 Months Cancelled

If you terminate your service during the 12-month contract period or if a payment is not made on time during the 12-month contract period, you will be responsible for the balance of the contract period, and we retain the right to charge your debit or credit card for the remaining amount.

Broadband Services Cancellation

Canceled services will continue to operate and be paid until BT Wholesale Services issues a stop notification and all internal processes are completed. Additionally, the client will be forced to pay service termination fees upon service cancellation.

No refunds are available for unused portions of monthly billable services.

Transferring Telephone Numbers Away From Tri-line

We will take porting instructions exclusively from the account holder.

In the event of a disagreement over the customer’s right to port, the account’s original name will be assumed as ownership, and the client may be required to provide confirmation of identification before any porting request is allowed.

Resolution of Disputes & Contact Information

In the case of a disagreement between Tri-line Ltd (Tri-line) and the Customer, the Customer should contact Tri-line directly in the first instance. The complete corporate profile is available below. If a complaint cannot be resolved locally, the ITSPA Code of Practice offers a readily accessible dispute resolution process for the goal of resolving it satisfactorily.