Terms of Service

1. The agreement

These Terms of Service ("Terms") govern your access to and use of DIDHub's services. By creating an account or using the service, you agree to these Terms. If you're agreeing on behalf of a company, you confirm you have authority to bind that company.

2. The service

DIDHub provides Direct Inward Dialing (DID) phone numbers in 80+ countries and SIP-based call, SMS, and MMS termination to deliver inbound traffic to a SIP endpoint you control, and outbound termination using your DIDs as Caller ID. Optional features include call recording, SMS & MMS to email/webhook, port-in, and a REST API.

The service is provided across multiple geographic regions (NOAM, LATAM, EURO, MENA, AFRICA, INDIA, APAC, ANZAC) with global redundant routing. We may modify, add to, or remove features at any time, with reasonable notice for changes that materially reduce functionality you depend on.

3. Your account

• You are responsible for keeping your credentials and API keys secure.
• You're responsible for all activity under your account, including activity by your users, contractors, and any sub-accounts you create.
• You must provide accurate signup and billing information and keep it current.
• For numbers in regulated countries, you must provide accurate KYC documentation when requested. Submitting false documents is grounds for immediate termination.

4. Fees & billing

• Number rentals are billed monthly in advance, per number, at the price displayed at checkout.
• Per-minute voice usage is billed in arrears based on the rate for each destination.
• SMS, MMS, recordings, and other usage are billed per the rate sheet in effect at the time of use.
• You authorize us to charge your payment method automatically. Failed payments may result in suspension or termination.
• All prices exclude applicable taxes (VAT, GST, sales tax, etc.) which we collect or remit where required.
• We may change prices with at least 30 days' notice for monthly recurring charges. Per-minute rates can change with shorter notice if upstream carrier rates change.
• Disputes about a charge must be raised within 60 days of the invoice date.

5. Acceptable use

You agree not to use the service to:

• Send unsolicited commercial calls or messages (spam, robocalls without consent, SMS or MMS blasts to unconsented recipients).
• Spoof Caller ID with intent to defraud or cause harm. Setting Caller ID to a DID you legitimately control is permitted; impersonating another party is not.
• Originate or terminate any call or message that is illegal in either the originating or terminating country.
• Make harassing, threatening, defamatory, or hate-speech communications.
• Engage in toll fraud, IRSF (International Revenue Share Fraud), traffic pumping, or any other scheme to manipulate billing.
• Attempt to discover, exploit, or disclose security vulnerabilities except via our coordinated disclosure process.
• Resell the service to third parties without a written reseller agreement, unless you're using sub-accounts under your own platform consistent with these Terms.
• Violate any law, regulation, or third-party right, including telecom and data-protection laws of the countries where your numbers operate.

Specific laws to be aware of (non-exhaustive): TCPA (US), STIR/SHAKEN attestation, CAN-SPAM, GDPR, CRTC rules (Canada), Ofcom rules (UK), and equivalent regulations elsewhere. You are responsible for compliance with the laws applicable to your traffic.

6. Porting & activation

• For port-ins, you authorize us to act on your behalf with the losing carrier and warrant that you control the numbers being ported.
• Activation timelines for new numbers depend on the country: most countries are instant; regulated countries take 1-5 business days for document review; ports take 1-6 weeks depending on country and carrier.
• If a regulator or upstream carrier rejects an activation or port, we'll refund any prepaid monthly charges for that number.

7. Cancellation

• You can cancel any number, or your entire account, at any time from the dashboard or via API.
• Numbers stay active until the end of the current billing period and are not pro-rated.
• After the billing period ends, there is a short grace period (typically 7 days) during which the number can be reactivated. After that, the number is released back to the pool and may not be retrievable.
• Pre-paid balances are non-refundable except where required by law.

8. Suspension

We may suspend or terminate the service, in whole or in part, with or without notice, if:

• You materially breach these Terms or the Acceptable Use policy.
• Payment is significantly overdue.
• We have a reasonable belief your traffic is fraudulent, illegal, or poses an imminent risk to the network or other customers.
• An upstream carrier or regulator requires us to.

Where reasonable, we'll give you notice and an opportunity to cure before suspension. For toll-fraud or active abuse, suspension may be immediate.

9. SLA & service credits

We target 99.99% monthly uptime on the platform's call-routing capability. If we fall below this target in any calendar month, eligible customers receive service credits per the SLA. The SLA covers DIDHub's platform; it does not cover outages caused by upstream carriers, your equipment, the public internet, or force majeure events. The full SLA terms are available on request.

10. Warranty disclaimer

The service is provided "as is" and "as available". To the maximum extent permitted by law, DIDHub disclaims all implied warranties including merchantability, fitness for a particular purpose, and non-infringement. We do not warrant the service will be uninterrupted, error-free, or that every call will complete (telephony involves third parties we don't control).

11. Limitation of liability

To the maximum extent permitted by law, neither party is liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, lost revenue, or lost data. DIDHub's aggregate liability arising out of or relating to the service is capped at the greater of (a) the fees you paid to us in the 12 months preceding the event, or (b) USD $500. Nothing in this section limits liability for fraud, willful misconduct, or anything that cannot be limited under applicable law.

12. Indemnification

You'll defend, indemnify, and hold harmless DIDHub from third-party claims arising from your use of the service in violation of these Terms or applicable law — including TCPA, robocall, spam, and similar regulatory claims arising from your traffic. We'll defend, indemnify, and hold you harmless from third-party claims that the service itself, used as permitted, infringes a third party's intellectual property.

13. Intellectual property

DIDHub retains all rights to the service, software, trademarks, and documentation. You retain all rights to your data and content (call recordings, SMS & MMS content including media attachments, customer lists). You grant us the limited license to process that data only as needed to provide the service.

14. Changes to terms

We may update these Terms occasionally. Material changes will be announced by email and/or in-product notice at least 30 days before they take effect. If you don't accept the updated Terms, your remedy is to cancel before they take effect.

15. Governing law & disputes

These Terms are governed by the laws of the jurisdiction where DIDHub is established, without regard to conflict-of-laws rules. Disputes will be brought in that jurisdiction's courts unless mandatory consumer-protection law of your country requires otherwise. Either party may seek injunctive relief in any competent court for IP or confidentiality violations.

16. Miscellaneous

• Entire agreement: these Terms plus the Privacy Policy and any signed order forms or DPAs are the entire agreement.
• Severability: if any provision is unenforceable, the rest remain in effect.
• No waiver: failure to enforce a provision is not a waiver of it.
• Assignment: you may not assign these Terms without our written consent. We may assign in connection with a merger, acquisition, or sale of assets.
• Force majeure: neither party is liable for delay or failure due to events outside their reasonable control.
• Notices: to you, by email to your account address; to us, to [email protected].

Questions? Email [email protected].