Terms of Service | Line

1. Introduction and Acceptance

These Terms of Service ("Terms") constitute a legally binding agreement between you ("Customer", "you", "your") and Line ("we", "us", "our"), governing your access to and use of the Line cloud-based business phone system, including our website at https://useline.io, web application, mobile application, APIs, and all related services (collectively, the "Service").

By creating an account, accessing, or using the Service, you confirm that you have read, understood, and agree to be bound by these Terms, our Privacy Policy, our Acceptable Use Policy, and our SMS Policy (together, the "Agreement"). If you do not agree, you must not use the Service.

If you are entering into these Terms on behalf of an organisation, you represent and warrant that you have the authority to bind that organisation to these Terms, and "you" and "your" shall refer to that organisation.

2. Eligibility

To use the Service, you must: (a) be at least 18 years of age; (b) be capable of forming a binding contract under applicable law; (c) not be prohibited from using the Service under the laws of England and Wales, the United Kingdom, or any other applicable jurisdiction; and (d) provide accurate, current, and complete registration information.

The Service is designed for business and professional use. It is not intended for personal, consumer, or domestic use.

3. Description of the Service

Line provides a cloud-based business phone system that enables organisations to send and receive SMS/MMS messages, make and receive voice calls, and manage business communications using UK phone numbers. The Service may include features such as shared inboxes, contact management, voicemail, call forwarding, and integrations with third-party platforms.

No emergency services. The Service does not support calls to emergency services (999, 112, or equivalent). You must maintain an alternative means of contacting emergency services at all times. We accept no liability for any failure to connect to emergency services through the Service.

Service availability. While we aim to provide continuous availability, the Service is dependent on third-party telecommunications providers, internet connectivity, and cloud infrastructure. We do not guarantee uninterrupted, error-free, or secure access to the Service. Scheduled maintenance will be communicated with reasonable advance notice where practicable.

4. Account Registration and Security

You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You must immediately notify us at hello@useline.io if you become aware of any unauthorised access to or use of your account.

We reserve the right to suspend or terminate any account if we reasonably believe that the account has been compromised, is being used in violation of these Terms, or poses a security risk to the Service or other users.

You agree to provide accurate, current, and complete information during registration and to keep your account information up to date. We may request identity verification, proof of business registration, or other documentation at any time. Failure to comply within a reasonable timeframe may result in suspension or termination of your account.

5. Free Trials and Beta Services

We may offer free trials or beta access to the Service at our discretion. During a free trial or beta period:

The Service is provided "as is" without warranty of any kind
We may limit features, usage volumes, or the number of phone numbers available
We may terminate the trial or beta at any time without notice or liability
Upon expiry of the trial, your account will be downgraded or suspended unless you subscribe to a paid plan
Phone numbers allocated during the trial may be released if you do not subscribe within 7 days of trial expiry

Free trials are limited to one per organisation. We reserve the right to reclaim trial benefits if we determine that multiple accounts have been created to circumvent trial limitations.

6. Subscription Plans and Fees

6.1 Billing

Access to the Service beyond any free trial requires a paid subscription. Fees are charged in advance on a recurring basis (monthly or annually, depending on your chosen plan) via the payment method you provide. All fees are quoted and payable in British Pounds Sterling (GBP) unless otherwise stated.

Payment processing is handled by Stripe. By providing your payment details, you authorise us and Stripe to charge your payment method for all fees due under your subscription. You agree to Stripe's Terms of Service as they apply to your use of Stripe's payment services.

6.2 Usage-Based Charges

Certain features incur usage-based charges in addition to your subscription fee, including but not limited to: outbound SMS/MMS messages, outbound voice call minutes, additional phone numbers, and premium features. Usage charges are billed in arrears and will appear on your next invoice. Voice calls are billed in full-minute increments, rounded up. SMS messages are billed per segment (up to 160 characters per segment for standard SMS).

6.3 Taxes

All fees are exclusive of VAT and any other applicable taxes unless expressly stated otherwise. You are responsible for paying all applicable taxes. If we are required to collect or remit taxes on your behalf, those amounts will be added to your invoice.

6.4 Price Changes

We may change our fees at any time by giving you at least 30 days' prior written notice (by email or through the Service). Price changes take effect at the start of your next billing cycle following the notice period. If you do not agree with a price change, you may cancel your subscription before the change takes effect.

6.5 Late Payment

If any payment is overdue, we may: (a) charge interest at 4% per annum above the Bank of England base rate (in accordance with the Late Payment of Commercial Debts (Interest) Act 1998); (b) suspend your access to the Service until all outstanding amounts are paid; and (c) release any phone numbers associated with your account after 14 days of non-payment.

6.6 Refunds

Fees are non-refundable except where required by applicable law or as expressly set out in these Terms. If you cancel a monthly subscription, you will retain access until the end of the current billing period. No partial refunds are given for unused portions of a billing period. For annual subscriptions, if you cancel within 14 days of initial purchase (and have not used the Service beyond reasonable evaluation), you may request a full refund by contacting hello@useline.io.

7. Intellectual Property

7.1 Our Intellectual Property

The Service, including all software, source code, object code, APIs, documentation, user interfaces, designs, graphics, logos, trade names, trademarks, service marks, domain names, and all other content and materials created by or on behalf of Line(collectively, "Line IP"), are and shall remain the exclusive property of Line and its licensors. These Terms do not grant you any right, title, or interest in Line IP except for the limited licence set out in Section 7.3.

All rights not expressly granted herein are reserved. Nothing in these Terms shall be construed as transferring any intellectual property rights to you.

7.2 Brand Protection

You may not use the Line name, logo, trademarks, or any confusingly similar marks in any manner without our prior written consent. This includes but is not limited to:

Using our name or likeness in any product, service, or marketing materials
Registering domain names, social media accounts, or trade names that incorporate or are confusingly similar to our marks
Implying any endorsement, affiliation, or sponsorship by Line without authorisation
Creating derivative works, parodies, or imitations of our brand assets

7.3 Limited Licence

Subject to your compliance with these Terms and payment of applicable fees, we grant you a limited, non-exclusive, non-transferable, non-sublicensable, revocable licence to access and use the Service solely for your internal business purposes during the term of your subscription. This licence does not include the right to:

Copy, modify, adapt, translate, reverse engineer, decompile, disassemble, or create derivative works based on the Service or any Line IP
Rent, lease, lend, sell, sublicence, distribute, or otherwise transfer access to the Service to any third party
Use the Service to build a competing product or service, or to benchmark the Service for competitive purposes
Remove, alter, or obscure any proprietary notices, labels, or marks on the Service
Access the Service through automated means (bots, scrapers, crawlers) except via our published APIs in accordance with their documentation
Frame, mirror, or otherwise reproduce the Service or any part thereof on any other server or platform

7.4 Customer Data

You retain all rights in and to any data, content, or materials that you or your users upload, transmit, or store through the Service ("Customer Data"). You grant us a limited, non-exclusive, worldwide licence to use, process, store, and transmit Customer Data solely to provide and improve the Service, and to comply with applicable law.

We may generate and use anonymised, aggregated data derived from your use of the Service for analytics, product improvement, benchmarking, and other lawful business purposes, provided that such data does not identify you, your organisation, or any individual.

7.5 Feedback

If you provide any suggestions, ideas, enhancement requests, or other feedback about the Service ("Feedback"), you grant us an irrevocable, perpetual, royalty-free, worldwide licence to use, modify, and incorporate that Feedback into the Service or our business operations without any obligation to you. Feedback is provided "as is" without any warranty or confidentiality obligation.

8. Acceptable Use and Restrictions

Your use of the Service is subject to our Acceptable Use Policy and SMS Policy, which are incorporated into these Terms by reference. Without limiting those policies, you agree that you will not use the Service to:

Violate any applicable law, regulation, or third-party rights, including but not limited to the UK GDPR, EU GDPR, Data Protection Act 2018, Privacy and Electronic Communications Regulations (PECR), the Telephone Consumer Protection Act (TCPA), and any anti-spam legislation
Send unsolicited bulk messages (spam), robocalls, or any communications without proper recipient consent
Transmit any content that is unlawful, harmful, threatening, abusive, harassing, defamatory, obscene, hateful, or discriminatory
Engage in or facilitate fraud, phishing, impersonation, or any form of deceptive activity
Transmit malware, viruses, or any code designed to disrupt, damage, or gain unauthorised access to any system
Interfere with or disrupt the integrity, performance, or availability of the Service or its infrastructure
Attempt to gain unauthorised access to the Service, other accounts, or any related systems or networks
Use the Service for any illegal gambling, adult content, cannabis, cryptocurrency, high-risk financial services, or other prohibited industry purposes
Resell, redistribute, or commercially exploit the Service or any part thereof without our prior written consent
Use the Service in any manner that could damage, disable, overburden, or impair Line's servers, networks, or infrastructure

We reserve the right to investigate any suspected violation and to take appropriate action, including suspension or termination of your account, removal of content, and reporting to law enforcement authorities.

9. Messaging Compliance

You are solely responsible for ensuring that all messages sent through the Service comply with applicable laws and regulations, including but not limited to:

Obtaining and documenting prior consent from all recipients before sending marketing or promotional messages
Including clear sender identification in all messages
Honouring opt-out requests (STOP, UNSUBSCRIBE, CANCEL, END, QUIT) immediately and maintaining suppression lists
Complying with the UK PECR, GDPR, TCPA, and the messaging policies of our underlying telecommunications providers (including Twilio)

We may monitor message content and patterns for compliance and abuse prevention purposes. We reserve the right to suspend or terminate your messaging capabilities if we detect or reasonably suspect non-compliant messaging activity.

10. Phone Number Allocation and Porting

Phone numbers provided through the Service are allocated to you under licence; you do not own them. We reserve the right to reclaim, reassign, or release phone numbers:

If your account is terminated or suspended
If your subscription lapses and is not renewed within 14 days
If required by our telecommunications provider or regulator
If the number is being used in violation of these Terms

Where available, you may request to port an existing phone number to or from the Service, subject to the policies and timelines of the relevant telecommunications providers. We do not guarantee that porting will be successful or completed within any specific timeframe.

11. Third-Party Services and Integrations

The Service may integrate with or rely on third-party services, including but not limited to Twilio (telecommunications), Stripe (payments), and other platforms. Your use of such third-party services is governed by their respective terms and privacy policies.

We are not responsible for the availability, accuracy, or performance of any third-party service. If a third-party service becomes unavailable, changes its terms, or discontinues features, we may modify or discontinue affected functionality of the Service without liability to you.

When you connect third-party accounts (such as CRM or messaging platform integrations), you authorise us to access and process data from those services as necessary to provide the Service. You are responsible for ensuring you have the right to share such data with us and for complying with the third party's terms.

12. Data Protection and Privacy

Our collection and use of personal data is governed by our Privacy Policy, which is incorporated into these Terms by reference.

Where you use the Service to process personal data of your contacts or end users, you act as the data controller and we act as the data processor. You are responsible for:

Ensuring you have a lawful basis under the UK GDPR and/or EU GDPR for processing such personal data
Providing appropriate privacy notices to your contacts and end users
Responding to data subject access requests and other rights requests from your contacts (we will provide reasonable assistance)
Entering into a Data Processing Agreement (DPA) with us where required — available on request at hello@useline.io

13. Confidentiality

Each party may receive confidential information from the other in connection with the Service ("Confidential Information"). Confidential Information includes, without limitation, business plans, technical data, product roadmaps, pricing, customer lists, and any information marked as confidential or that a reasonable person would understand to be confidential.

Each party agrees to: (a) use Confidential Information only for purposes of performing under these Terms; (b) protect Confidential Information with at least the same degree of care used to protect its own confidential information (and no less than reasonable care); and (c) not disclose Confidential Information to any third party except as necessary to perform under these Terms, with appropriate confidentiality protections in place.

These obligations do not apply to information that: (a) is or becomes publicly available through no fault of the receiving party; (b) was known to the receiving party before disclosure; (c) is independently developed without reference to the Confidential Information; or (d) is required to be disclosed by law or court order, provided the receiving party gives prompt written notice where legally permitted.

14. Warranties and Disclaimers

14.1 Our Warranty

We warrant that the Service will be provided with reasonable skill and care and will materially conform to any published documentation. If the Service fails to meet this warranty, your sole and exclusive remedy is for us to use commercially reasonable efforts to correct the non-conformity, or, if we are unable to do so within a reasonable time, to terminate your subscription and provide a pro-rata refund of prepaid fees for the unused portion.

14.2 Disclaimer

EXCEPT AS EXPRESSLY SET OUT IN SECTION 14.1, THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE". TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.

Without limiting the foregoing, we do not warrant that: (a) the Service will be uninterrupted, timely, secure, or error-free; (b) the results obtained from the Service will be accurate or reliable; (c) any defects will be corrected; or (d) the Service will meet your specific requirements.

Nothing in these Terms excludes or limits warranties that cannot be excluded or limited under applicable law, including under the Consumer Rights Act 2015 (to the extent it applies) or under mandatory provisions of UK or EU law.

15. Limitation of Liability

15.1 Exclusion of Indirect Damages

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, NEITHER PARTY SHALL BE LIABLE TO THE OTHER FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR ANY LOSS OF PROFITS, REVENUE, DATA, BUSINESS, GOODWILL, OR ANTICIPATED SAVINGS, WHETHER ARISING FROM CONTRACT, TORT (INCLUDING NEGLIGENCE), BREACH OF STATUTORY DUTY, OR OTHERWISE, EVEN IF THE PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

15.2 Cap on Liability

OUR TOTAL AGGREGATE LIABILITY ARISING OUT OF OR IN CONNECTION WITH THESE TERMS OR THE SERVICE SHALL NOT EXCEED THE GREATER OF: (A) THE TOTAL FEES PAID BY YOU TO US IN THE 12 MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM; OR (B) ONE HUNDRED POUNDS STERLING (£100).

15.3 Exceptions

Nothing in these Terms excludes or limits liability for: (a) death or personal injury caused by negligence; (b) fraud or fraudulent misrepresentation; (c) any liability that cannot be excluded or limited by applicable law; or (d) your breach of Section 7 (Intellectual Property) or Section 8 (Acceptable Use and Restrictions).

16. Indemnification

16.1 Your Indemnification

You shall indemnify, defend, and hold harmless Line, its officers, directors, employees, and agents from and against any third-party claims, demands, actions, damages, losses, costs, and expenses (including reasonable legal fees) arising from or relating to: (a) your use of the Service; (b) your breach of these Terms; (c) your violation of any applicable law or third-party right; (d) Customer Data or any content you transmit through the Service; or (e) any messaging activity conducted through your account.

16.2 Our Indemnification

We shall indemnify, defend, and hold harmless you from and against any third-party claims that the Service (as provided by us and used in accordance with these Terms) infringes a third party's intellectual property rights, provided that: (a) you give us prompt written notice of the claim; (b) you grant us sole control over the defence and settlement; and (c) you provide reasonable cooperation at our expense.

Our indemnification obligation does not apply to claims arising from: (a) modifications to the Service not made by us; (b) your combination of the Service with non-Line products or services; (c) your continued use of the Service after being notified of alleged infringement; or (d) your use of the Service in breach of these Terms.

16.3 Procedure

The indemnified party must: (a) promptly notify the indemnifying party in writing; (b) allow the indemnifying party to control the defence and settlement; and (c) provide all reasonable assistance. The indemnifying party shall not settle any claim in a manner that imposes obligations on the indemnified party without prior written consent.

17. Term and Termination

17.1 Term

These Terms commence when you create an account or first access the Service and continue until terminated in accordance with this Section 17.

17.2 Cancellation by You

You may cancel your subscription at any time through your account settings or by contacting us at hello@useline.io. Cancellation takes effect at the end of your current billing period. You will not receive a refund for any remaining time in your billing period (except as set out in Section 6.6).

17.3 Termination by Us

We may suspend or terminate your access to the Service immediately, without prior notice or liability, if: (a) you breach any material provision of these Terms; (b) you fail to pay fees when due and do not cure the default within 14 days of notice; (c) we are required to do so by law or regulation; (d) we reasonably believe your use of the Service poses a risk to the Service, other users, or third parties; or (e) your account has been inactive for more than 12 consecutive months.

We may also discontinue the Service entirely with at least 90 days' prior written notice, in which case we will provide a pro-rata refund of any prepaid fees for the unused portion of your subscription.

17.4 Effect of Termination

Upon termination or expiry of your subscription:

Your licence to use the Service terminates immediately
You must cease all use of the Service and Line IP
We may delete your Customer Data in accordance with our Privacy Policy — generally within 30 days of account closure, except where a longer retention period is required by law
Phone numbers associated with your account may be released
Upon written request made within 30 days of termination, we will make a copy of your Customer Data available for download in a standard format, subject to our then-current data export capabilities

17.5 Survival

The following provisions shall survive termination: Section 7 (Intellectual Property), Section 13 (Confidentiality), Section 14 (Warranties and Disclaimers), Section 15 (Limitation of Liability), Section 16 (Indemnification), Section 17.4 (Effect of Termination), Section 18 (Dispute Resolution), and Section 19 (General Provisions), together with any other provisions that by their nature should survive.

18. Dispute Resolution

18.1 Governing Law

These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of England and Wales.

18.2 Jurisdiction

The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms, provided that nothing in this clause shall prevent either party from seeking interim injunctive relief in any court of competent jurisdiction.

18.3 Informal Resolution

Before initiating any formal proceedings, both parties agree to attempt to resolve any dispute in good faith through negotiation. Either party may initiate the dispute resolution process by sending written notice to the other party describing the dispute. The parties shall use reasonable efforts to resolve the dispute within 30 days of such notice.

19. General Provisions

19.1 Entire Agreement

These Terms, together with the Privacy Policy, Acceptable Use Policy, SMS Policy, and any applicable order form or subscription confirmation, constitute the entire agreement between you and Line regarding the Service and supersede all prior and contemporaneous agreements, proposals, or representations, whether written or oral.

19.2 Amendments

We may update these Terms from time to time. We will notify you of material changes by email or through the Service at least 30 days before they take effect. Your continued use of the Service after the effective date of any changes constitutes your acceptance of the updated Terms. If you do not agree with any changes, you must stop using the Service and cancel your subscription before the changes take effect.

19.3 Assignment

You may not assign, transfer, or delegate your rights or obligations under these Terms without our prior written consent. We may assign these Terms in whole or in part to any successor in interest (including in connection with a merger, acquisition, or sale of all or substantially all of our assets) without your consent. Any purported assignment in violation of this section shall be void.

19.4 Force Majeure

Neither party shall be liable for any failure or delay in performance due to causes beyond its reasonable control, including but not limited to natural disasters, acts of war or terrorism, pandemics, government actions, power failures, internet or telecommunications outages, or third-party service provider failures. The affected party must notify the other party promptly and use reasonable efforts to mitigate the impact.

19.5 No Waiver

The failure of either party to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision. Any waiver must be in writing and signed by the waiving party.

19.6 Severability

If any provision of these Terms is held to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect. The invalid or unenforceable provision shall be modified to the minimum extent necessary to make it valid and enforceable while preserving the original intent.

19.7 No Partnership or Agency

Nothing in these Terms creates a partnership, joint venture, employment, or agency relationship between you and Line. Neither party has the authority to bind the other or incur obligations on the other's behalf.

19.8 Third-Party Rights

These Terms do not confer any rights on any third party under the Contracts (Rights of Third Parties) Act 1999 or otherwise, except where expressly stated.

19.9 Notices

All notices under these Terms must be in writing and shall be deemed given when: (a) delivered personally; (b) sent by recorded delivery post to the address on file; or (c) sent by email to the email address associated with your account (for notices to you) or to hello@useline.io (for notices to us). Email notices are deemed received on the business day following transmission.

19.10 Customer Attribution

Unless you notify us in writing otherwise, we may use your organisation name and logo on our website and marketing materials to identify you as a customer of Line.

20. Contact Us

If you have any questions about these Terms, please contact us:

Email: hello@useline.io
Website: https://useline.io