Terms of Service

Version 2026-11-06 · Effective 2026-11-06

sip.io is a service operated by Voxgrid Inc. These Terms of Service (“Terms”) are a binding agreement between Voxgrid Inc, a Delaware corporation with its principal place of business at 1646 W Snow Ave, Ste 169, Tampa, FL 33606, USA (“sip.io”, “we”, “us”), and the person or organisation that creates an account or uses the Services (“Customer”, “you”). By creating an account, clicking to accept, topping up your wallet or using the Services, you agree to these Terms. If you accept on behalf of an organisation, you confirm that you have authority to bind it.

1. Definitions

Services means the sip.io platform and everything we make available through it, including SIP trunking, phone numbers, bring-your-own-carrier (“BYOC”) trunks, programmable voice (IVR, queues, call flows, click-to-call, auto dialer campaigns), call recording, transcription and AI features, SMS, MMS and WhatsApp messaging, call detail records (“CDRs”), the REST API at api.sipio.dev/v1, the customer MCP server at mcp.sipio.dev/mcp, the customer console, and related documentation and support.
Account means your sip.io account, including any sub-accounts created under it.
Credentials means usernames, passwords, SIP digest credentials, IP allowlists, API keys, OAuth tokens, MCP connections and any other means of authenticating to the Services.
Customer Content means audio, recordings, transcripts, messages, media, call flows, contact lists, configuration and any other data you or your End Users submit to or generate through the Services.
End User means any person or organisation that uses the Services through your Account, including your employees, your customers and, for resellers, your sub-account holders.
Wallet means the prepaid balance held against your Account and drawn down by usage.
Policies means the documents listed in section 19, as updated from time to time.
Usage means billable events recorded by the Services, including call minutes, channels, messages, number rentals, recordings, storage, transcriptions and AI processing.

2. Eligibility and account registration

2.1 You must be at least 18 years old and legally able to enter into contracts. The Services are intended for business use. You may not use them for personal, family or household purposes unless we agree in writing.

2.2 You must give us accurate, current and complete information when you register and keep it up to date. This includes your legal name, business details, address, contact details and the identity and address documents that regulators or upstream carriers require (“KYC information”). We may verify KYC information directly or through third parties, and we may refuse, limit or close an Account if verification fails or if information proves to be false or misleading.

2.3 We may decline to open an Account, or limit access to specific products, destinations or features, at our discretion, including where required by law, a regulator or an upstream carrier.

2.4 You may not open multiple Accounts to evade limits, suspensions, verification or credit controls.

3. Credentials and account security

3.1 You are responsible for keeping your Credentials confidential and secure, and for all activity under your Account, whether or not you authorised it. This includes activity performed by software, scripts, PBX systems, devices and AI agents using your Credentials.

3.2 You must use strong, unique passwords for SIP endpoints and console users, restrict API keys to the minimum scopes required, use IP allowlists where available, rotate Credentials regularly and immediately after any suspected compromise, and remove access for people who no longer need it.

3.3 You must notify us at support@sip.io without delay if you suspect any unauthorised access or use. Notification does not relieve you of liability for charges incurred before we are able to act. See the Fraud and Toll-Fraud Policy for details.

4. Prepaid wallet and top-ups

4.1 The Services are prepaid unless we agree otherwise in writing. You must fund your Wallet before incurring Usage. Payments are processed by our third-party payment processor; we do not store full card numbers.

4.2 Top-ups are credited once the payment is confirmed. We may set minimum and maximum top-up amounts, require additional verification for large or unusual payments, and delay crediting a top-up pending fraud review.

4.3 Wallet balances are not bank deposits, do not earn interest, are not transferable between Accounts (except between a reseller and its sub-accounts as the console permits) and may only be used to pay for the Services.

5. Auto-recharge

5.1 If you enable auto-recharge, you authorise us and our third-party payment processor to charge your saved payment method for the recharge amount you select each time your Wallet balance falls below the threshold you select. This authorisation continues until you turn auto-recharge off.

5.2 We may limit the number or total value of recharges in a period, and we may pause auto-recharge if a charge fails, if we detect unusual usage, or if we suspect fraud. A paused or failed auto-recharge can result in your Wallet running out and service interruption.

5.3 You can turn auto-recharge off, or change the threshold and amount, at any time in the billing section of the console or by writing to billing@sip.io. The change applies to recharges triggered after it takes effect.

5.4 Because auto-recharge funds Usage automatically, a compromised Account can drive repeated recharges. Spending limits and alerts are available in the console and we recommend you use them.

6. Rates, usage-based billing and taxes

6.1 Rates are published on our pricing pages or in your Account and may vary by destination, number type, product and country. Rates in effect at the time of the Usage apply.

6.2 Usage is charged on the basis of the CDRs and usage records generated by the Services, including billing increments and minimum durations stated in the rate. Our records are conclusive in the absence of manifest error. If you dispute a charge, you must tell us at billing@sip.io within 60 days of the charge, with enough detail for us to investigate.

6.3 We may change rates on at least 30 days notice. We may change rates on shorter notice, including immediately, where the change results from a change in an upstream carrier’s charges, a regulatory fee, a tax, a surcharge imposed on a destination, or a decision by an authority, and we will give as much notice as reasonably possible. Continued use after a change takes effect means you accept the new rate.

6.4 Prices exclude taxes, duties, regulatory fees and surcharges (for example, VAT, sales tax, telecommunications levies and universal service contributions) unless stated otherwise. You are responsible for these, and we will add them where we are required to collect them. If you are required to withhold tax, you must gross up the payment so we receive the full amount.

7. Negative balance

7.1 Calls in progress, delayed CDRs, carrier reconciliation, number renewals and similar items can cause your Wallet to go below zero. A negative balance is a debt you owe us and is payable immediately.

7.2 We may deduct a negative balance from your next top-up, charge your saved payment method, suspend outbound Usage until the balance is restored, and, after reasonable notice, refer the debt for collection.

8. Refunds of unused balance

8.1 You may request a refund of unused, paid Wallet balance within 30 days of the relevant top-up, or on closing your Account, by writing to billing@sip.io. We will refund to the original payment method where possible, less any amounts you owe, payment processing costs that we cannot recover, and any amounts linked to suspected fraud or a breach of these Terms.

8.2 Promotional, trial, bonus and goodwill credits have no cash value, are non-refundable and non-transferable, and may expire. Service credits under the Service Level Agreement are non-cash and non-refundable.

8.3 We may withhold a refund while an investigation into fraud, chargebacks, abuse or a regulatory matter is ongoing, and may set off amounts finally determined to be owed.

8.4 Mandatory consumer rights under applicable law are not affected.

9. Chargebacks

9.1 If you believe a charge is wrong, contact billing@sip.io before disputing it with your card issuer. A chargeback or payment reversal for a valid charge is a breach of these Terms.

9.2 On a chargeback we may immediately suspend the Account, reverse the related Wallet credit (which may produce a negative balance), and charge you the fees we incur. We may decline to reinstate the Account until the matter is resolved.

10. Suspension

10.1 We may suspend all or part of the Services, a sub-account, a number, a trunk or a campaign, immediately and without prior notice, if we reasonably believe that:

the Account is being used for fraud, toll fraud, traffic pumping or any other activity prohibited by the Acceptable Use Policy or the telecom Policies;
the Account or Credentials have been compromised;
suspension is required by law, a court, a regulator, law enforcement or an upstream carrier;
your use poses a risk to the security, integrity or availability of the Services or to other customers; or
you have a negative balance, a chargeback or an unpaid amount.

10.2 Where reasonably practicable and lawful, we will tell you about the suspension and its reason and work with you to resolve it. We will restore the Services once the cause is resolved to our reasonable satisfaction. Fees for numbers and other recurring items continue to accrue during a suspension caused by you.

11. Termination

11.1 You may close your Account at any time through the console or by writing to support@sip.io. Before closing, port out any numbers you want to keep (see the Phone Numbers Policy).

11.2 We may terminate these Terms or your Account for convenience on 30 days notice, or immediately by notice if you materially breach these Terms or a Policy, if we are required to by law, a regulator or an upstream carrier, if you become insolvent, or if a suspension under section 10 is not resolved within a reasonable time.

11.3 On termination, your right to use the Services ends, all amounts owed become due, and numbers not ported out are released under the Phone Numbers Policy. Sections that by their nature should survive termination do so, including sections 6 to 9, 13, 14, 16 to 18, 20, 21 and 24 to 29.

12. Inactivity

12.1 If an Account has no Usage, top-ups or console or API sign-ins for 12 months, we may treat it as inactive. We will send at least 30 days notice to the account email before acting.

12.2 For an inactive Account we may release unused numbers, disable Credentials, delete Customer Content in line with section 13, and close the Account. Any paid Wallet balance remaining on closure will be handled in line with section 8 and applicable unclaimed-property law.

13. Customer Content and data on termination

13.1 You keep all rights in Customer Content. You grant us a worldwide, non-exclusive licence to host, copy, transmit, process and display Customer Content only as needed to provide, secure and support the Services, comply with law and enforce these Terms.

13.2 You are responsible for Customer Content and for having all rights, notices and consents needed for us to process it, including recording and messaging consents described in the Call Recording and Transcription Policy and the Messaging Policy.

13.3 Default retention periods apply unless you configure otherwise, including 30 days for call recordings and 365 days for messaging conversations. CDRs and billing records are kept for as long as needed for billing, tax, fraud prevention and legal obligations.

13.4 For 30 days after termination you may export Customer Content through the console or API, unless termination was for fraud or a legal requirement prevents it. After that period we will delete or anonymise Customer Content in our active systems, except where retention is required by law, and backups will expire on their normal cycle. Processing of personal data is governed by the Privacy Policy and the Data Processing Addendum.

14. Resellers and End Users

14.1 You are responsible for your End Users’ use of the Services as if it were your own, including their compliance with these Terms and the Policies, and for all Usage and charges they generate.

14.2 If you resell or white-label the Services, the Reseller and White-Label Terms also apply and take precedence for reseller matters.

15. Third-party carriers and services

15.1 The Services depend on upstream carriers, number providers (including our wholesale number supplier), interconnect partners, cloud providers, messaging channels such as WhatsApp, AI model providers and other third parties. Our current list of subprocessors is on the Subprocessors page.

15.2 We are not responsible for the acts, omissions, filtering, blocking, outages or policy changes of third parties outside our reasonable control, including the public switched telephone network, mobile networks, the internet, and carriers you connect through BYOC.

15.3 Where a third party imposes terms on use of its service (for example, Meta’s terms for WhatsApp Business or a carrier’s code of conduct), you must comply with them, and they apply to you as stated in the relevant Policy.

16. Warranties and disclaimer

16.1 Each party warrants that it has the authority to enter into these Terms. You warrant that your use of the Services and Customer Content will comply with applicable law and the Policies.

16.2 Except as expressly stated in these Terms or the Service Level Agreement, the Services are provided “as is” and “as available”. To the maximum extent permitted by law, we disclaim all other warranties, express or implied, including merchantability, fitness for a particular purpose, non-infringement, call completion, call quality, message delivery, accuracy of AI outputs and uninterrupted or error-free operation.

16.3 The Services are not a replacement for traditional telephone service for emergency calling unless configured as described in the Emergency Services Policy.

17. Limitation of liability

17.1 Neither party is liable to the other for any indirect, incidental, special, consequential, exemplary or punitive damages, or for loss of profits, revenue, business, goodwill or data, however caused, even if advised of the possibility.

17.2 Each party’s total aggregate liability arising out of or relating to these Terms in any 12-month period is limited to the fees you paid us for the Services in the 12 months before the event giving rise to the claim.

17.3 Sections 17.1 and 17.2 do not limit: your obligation to pay for the Services and for Usage, including fraudulent Usage; your indemnity obligations; liability for breach of confidentiality; liability for fraud, gross negligence or wilful misconduct; or any liability that cannot be limited by law.

18. Indemnity

You will defend, indemnify and hold harmless sip.io, its affiliates and their officers, employees and contractors against all claims, losses, fines, penalties, damages and costs (including reasonable legal fees) arising from:

Customer Content;
the acts and omissions of your End Users;
traffic and messages sent through your Account, including calls without required consent, calls to numbers on do-not-call registries, spoofed caller ID and unlawful recordings;
your violation of any law or regulation, including telemarketing, privacy, consumer protection, emergency-calling and export laws; and
your breach of these Terms or the Policies.

We will notify you promptly of a claim, give you reasonable control of its defence, and cooperate at your cost. You may not settle a claim that imposes obligations on us without our consent.

19. Policies incorporated by reference

The following Policies form part of these Terms and apply to the extent you use the relevant Service:

If a Policy conflicts with these Terms, the Policy prevails for its specific subject matter. A signed order form or master agreement prevails over both.

20. Confidentiality

20.1 “Confidential Information” means non-public information disclosed by one party to the other that is marked confidential or that a reasonable person would understand to be confidential, including pricing, non-public product details, security information and Customer Content.

20.2 The receiving party will use Confidential Information only to perform under these Terms, protect it with at least reasonable care, and disclose it only to employees, contractors and advisers who need to know it and are bound by similar duties. These duties do not apply to information that is or becomes public without fault of the recipient, was already known to it, is independently developed, or is lawfully received from a third party.

20.3 A party may disclose Confidential Information where required by law, after giving the other party notice where lawful. Our handling of government requests is described in the Law Enforcement Guidelines.

21. Intellectual property and feedback

21.1 We and our licensors own the Services, software, documentation, trademarks and all related intellectual property. We grant you a limited, non-exclusive, non-transferable, revocable right to use the Services during the term in line with these Terms. Our marks may only be used as set out in the Trademark and Copyright Policy.

21.2 You may not reverse engineer, decompile or copy the Services except as permitted by law, resell them except under the Reseller and White-Label Terms, use them to build a competing service, or remove proprietary notices.

21.3 If you send us suggestions or feedback, we may use them without restriction or obligation to you.

21.4 We may use aggregated and de-identified data derived from the operation of the Services, such as traffic volumes, quality metrics and fraud signals, to operate, secure and improve the Services, provided it does not identify you or any individual.

22. Beta and preview features

We may offer features labelled beta, preview, early access or similar. They are provided as is, may be changed or withdrawn at any time, are excluded from the Service Level Agreement, and may be subject to additional terms. Do not rely on them for critical use.

23. Changes to these Terms

23.1 We may update these Terms and the Policies. We will post the updated version with a new version date and record the change in the Legal Changelog.

23.2 For material changes that adversely affect you, we will give at least 30 days notice by email or in the console, unless the change is required sooner by law, a regulator or an upstream carrier, or addresses a security or fraud risk. Continued use after the effective date means you accept the change. If you do not agree, you may close your Account before the change takes effect and request a refund of unused paid balance under section 8.

24. Governing law and venue

These Terms are governed by the laws of the State of Delaware, USA, without regard to conflict-of-law rules. The state and federal courts located in Hillsborough County, Florida, USA have exclusive jurisdiction over any dispute arising out of or relating to these Terms, and each party submits to their jurisdiction. Either party may seek urgent injunctive relief in any competent court. The UN Convention on Contracts for the International Sale of Goods does not apply.

25. Export controls and sanctions

25.1 You must comply with all applicable export control and economic sanctions laws, including those of the United States, the European Union, the United Kingdom and Israel.

25.2 You represent that you are not located in, organised under the laws of, or ordinarily resident in a comprehensively sanctioned country or region, and that you are not, and are not owned or controlled by, a person on a government restricted-party list. You may not use the Services to provide services to, or route traffic for the benefit of, such persons or places.

25.3 We may block destinations, suspend Accounts or refuse transactions to comply with these laws, without liability.

26. Force majeure

Neither party is liable for failure or delay in performance (other than payment obligations) caused by events beyond its reasonable control, including natural disasters, war, terrorism, civil unrest, government action, epidemics, labour disputes not involving the affected party’s employees, failures of public utilities, the internet, carrier networks or cloud providers, and large-scale cyber attacks that reasonable mitigation could not prevent.

27. Assignment

You may not assign or transfer these Terms without our written consent. We may assign these Terms to an affiliate or to a successor in a merger, acquisition or sale of all or substantially all of the relevant business or assets, on notice to you. Any purported assignment in breach of this section is void.

28. Notices

28.1 We may give you notices by email to the address on your Account, by notice in the console, or by posting on our website for general changes. You are responsible for keeping your contact details current.

28.2 You must send legal notices to legal@sip.io, with a copy by post to 1646 W Snow Ave, Ste 169, Tampa, FL 33606, USA for notices of breach, termination or claims. Notices are effective on receipt.

29. General

29.1 Entire agreement. These Terms, the Policies and any signed order form are the entire agreement between the parties about their subject matter and replace all prior agreements and understandings. Terms on your purchase orders or other documents have no effect.

29.2 Severability. If any provision is held unenforceable, it will be enforced to the maximum extent permitted and the rest of these Terms remain in effect.

29.3 No waiver. A failure or delay in enforcing a right is not a waiver of it.

29.4 Independent parties. The parties are independent contractors. Nothing in these Terms creates a partnership, agency or employment relationship.

29.5 No third-party beneficiaries. These Terms do not give rights to anyone other than the parties, except indemnified persons under section 18.

29.6 Language. These Terms are written in English. If we provide a translation, the English version prevails.