The terms “you” and your” refer to the Customer for our Services.

The terms “we” and “our” and “us” refer to YTEL Communications Ltd which may also be referred to by the trading names of Y-TEL or Yestech as the provider of the Services.

Services to be provided

We shall provide a voice-over-internet (VoIP) telephone service so that you can make and receive telephone calls to and from any destination on the public telephone network.

Important Limitations of Service

The VoIP telephone service relies on the reliable operation of the internet to make and receive good quality telephone calls and it relies on mains power to operate the telephone equipment.  The quality of telephone conversations is dependent on internet performance and local internet capacity utilization which are factors beyond our control.  We do not guarantee quality of service.

You will not be able to make or receive telephone calls through our equipment in the event of a power failure or in the event of an internet failure.

Emergency Calls

We advise you to make provision for alternative ways of making telephone calls particularly to the emergency services as a contingency in the event of power failure or internet failure.

Charging policies

Telephone Call Charges

We will charge you for all the calls you make through our network at our standard tariff unless we offered you a discounted tariff or a fixed-price call package in our quotation to you.

Call costs are rounded up to the nearest 1p.

We charge a fixed fee for each telephone number which we allocate for you or which we transfer from another service provider.   The number rental costs are shown in your quotation document.

Fixed Price Call Plans

At the time we installed your telephone equipment we may have agreed a fixed monthly fee to cover the cost of your telephone calls and other regular service charges.  Such a fixed fee will apply only for the first 12 months after the installation date and then it will be reviewed.  We may at our discretion continue to offer a fixed fee arrangement for a further 12 month period.

Hosting Service Charges

Where applicable we charge users of our hosted service a fixed monthly fee as quoted in your original system installation proposal letter.

Price Changes

We will notify you of any increase in our standard tariff of charges in writing at least two calendar months in advance of the new charges being applied.

Invoicing & Payment Arrangements

We will invoice you for telephone calls which you make through our network and for any fixed service charges in accordance with our standard charging tariff unless an alternative tariff of charges has been agreed.

We will invoice you each month for the provision of telephony services during the previous month.   We will send invoices via email to an email address nominated by you unless we have agreed an alternative arrangement with you.

We will normally expect you to sign a Direct Debit mandate so that we can collect payments from your bank account directly.

If you do not have a Direct Debit mandate in place then we expect you to pay our invoices in full within 14 calendar days from the invoice issue date.

Late Payment Policy

We reserve the right as permitted by UK contract law to apply a late payment penalty for all invoices which are not paid in full by their due date.  The late payment penalty is a statutory charge which is currently fixed at £40.

Suspension of Service

We reserve the right to suspend or terminate your telephone service if you fail to pay for the service.   We will issue a written Warning of Suspension if an invoice remains unpaid for more than 21 days following the invoice issue date.  If the invoice remains unpaid after 14 days from the date when the Warning of Suspension is issued then we will suspend your telephony service without further notice unless we reach agreement with you on a satisfactory payment arrangement.

If you wish us to reconnect your telephone service after a period of suspension then we will charge you a reconnection fee of £60 which you must pay in advance.

Transferring your service to another telecoms provider

We do not impose a minimum contract period for the provision of our VoIP telephone services.  You are free to transfer your telephone service and any of your telephone numbers to another telecommunications service provider at any time for any reason after you have given us 30 days written notice of your intention to transfer.


We may refuse requests to transfer your telephone numbers to another service provider in situations where either:

  1. You owe us money for any of our invoices
  2. We have suspended your telephone service because you have defaulted on payment
  3. Your business ceases to trade
  4. If you are a Sole Trader or in a Partnership and you or any of your partners are declared bankrupt

Data protection

We comply with all relevant national Data Protection laws.

We will never pass on any information about you or your business to any other organizations without your permission.

Limitation of Liability

We are not liable under any circumstances for any consequential financial loss which you might incur as a result of any failure of our telephone services or a as a result of failure of any of our telephone equipment.