Callmonitor Standard Terms and Conditions of Sale
Sales of goods, services and prepaid airtime
Version: 23 April 2026
1. About these terms
These terms apply when you buy products, services or prepaid airtime from us through our website, by phone, by email or by any other remote means.
If you are a consumer, you have certain legal rights that we cannot exclude. Nothing in these terms affects those rights.
If you are buying for business purposes, different rules may apply. Where these terms distinguish between consumers and business customers, the relevant section will apply to you. Clause 20 (B2B Sales – Additional Terms) contains additional provisions that apply only to Business Customers and prevail over other provisions of these terms to the extent of any conflict as between Callmonitor and a Business Customer.
Rentals of equipment are governed by a separate agreement – see clause 12.
2. Who we are and how to contact us
Callmonitor Limited
Registered office: 207 Regent Street, London W1B 4ND, United Kingdom
Registered in England. Company number: 03844878
VAT number: GB 743 9799 71
Phone: +44 20 7120 0009 (UK) / 0800 747 6 747 (UK Freephone)
Email: [email protected]
3. Definitions
Business Day: a day when banks are open for business in London.
Business Customer: a customer acting for purposes relating to its trade, business, craft or profession.
Consumer: an individual acting for purposes wholly or mainly outside their trade, business, craft or profession.
Contract: the contract between you and us for the supply of goods, services or airtime, incorporating these terms, your order and any Sales Order or order confirmation we issue.
Credit Account: an account held by a Business Customer to which we have agreed in writing to extend credit terms in accordance with clause 20.
Goods: physical products we sell (for example, terminals, accessories, antennas).
Order: your order placed with us by any means.
Price List: any price list or tariff we publish or provide to you (including call rates and monthly line rental rates).
Sales Order / Order Confirmation: our confirmation email or document showing what you have ordered, the price, taxes and delivery details.
Services: services we provide, including airtime/line rental, activation, and related support services.
VAT: value added tax (or equivalent sales tax).
4. Placing an order and contract formation
When you place an Order, you are making an offer to buy the Goods and/or Services you have selected.
We accept your Order (and a Contract is formed) when we email you to confirm acceptance or dispatch, or when we start providing the Services (whichever happens first).
If we cannot accept your Order (for example, because an item is out of stock or because of a pricing error), we will tell you and will not charge you (or we will refund you if you have already paid).
5. Prices, VAT and payment
5.1 Prices are shown on our website or in the quotation we provide to you. Unless stated otherwise, prices are shown excluding VAT and excluding shipping/delivery charges.
5.2 Any applicable delivery charges and taxes will be shown before you place your Order.
5.3 We accept payment by credit/debit card and may offer bank transfer or other payment methods.
5.4 If we discover an obvious pricing error, we may cancel the Order and refund you.
5.5 Unless we have approved a Credit Account in writing under clause 20, payment for Goods and Services must be made in full before we dispatch Goods or start to provide Services (pro-forma basis).
6. Delivery
6.1 Delivery timescales we quote are estimates unless we agree a specific delivery date in writing.
6.2 For international deliveries, you are responsible for any import duties, local taxes, licences, permits and compliance with local laws and import restrictions in the destination country or territory.
6.3 Please notify us promptly (and in any event within 2 Business Days of delivery) if Goods are lost or arrive damaged, so we can investigate with the carrier.
7. Title and risk
7.1 For Goods we sell, title (ownership) passes to you when we receive payment in full for the relevant Goods. Extended retention of title provisions apply to Business Customers — see clause 20.
7.2 Risk of loss or damage passes:
- for Consumers: when you (or a person you nominate) take physical possession of the Goods;
- for Business Customers: on delivery to the carrier or first delivery attempt (as stated in the Sales Order / Order Confirmation).
8. Consumer rights: cancellation, returns and refunds (Consumers only)
8.1 If you are a Consumer and you entered into the Contract at a distance (for example online or by phone), you may have a legal right to cancel the Contract within 14 days of receiving the Goods.
8.2 To cancel, you must inform us of your decision by a clear statement (for example by email to [email protected]).
8.3 If you cancel, you must return the Goods to us without undue delay and within 14 days after you tell us you have cancelled. You are responsible for return postage unless the Goods are faulty or we agree otherwise.
8.4 We will refund the price you paid for the Goods and the standard delivery cost (if applicable). We may make a deduction for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the Goods.
8.5 Refunds are made to the original payment method unless agreed otherwise.
8.6 Important: the right to cancel may not apply to certain items (for example, sealed software or digital content once unsealed/downloaded, or services that have been fully performed with your consent). Where an exception applies, we will make this clear at the time of purchase.
9. Faulty goods and statutory rights
9.1 If you are a Consumer, you have legal rights in relation to Goods that are faulty or not as described.
9.2 If you are a Business Customer, the provisions of clause 20 apply to faulty Goods, including inspection, acceptance and warranty terms.
10. Prepaid airtime and top-ups
10.1 Prepaid airtime (including top-ups) is not generally refundable once processed. If you order prepaid airtime in error (including ordering airtime for a non-satellite SIM), we may (at our discretion) apply the airtime to a new compatible SIM supplied by us.
11. Services: start of service and cancellation (Consumers only)
11.1 Where we supply Services (including airtime/line rental), you may have a 14-day cancellation right for distance contracts unless an exception applies.
11.2 If you ask us to start providing Services during the 14-day cancellation period, you agree that you will pay for the Services provided up to cancellation. If the Services are fully performed within the cancellation period, you may lose the right to cancel once performance is complete.
12. Rentals
12.1 Rentals of equipment are governed by the Satellite Rental Agreement Terms and Conditions, which we provide with the booking and for signature. These terms do not apply to rentals, except that clause 20 (B2B Sales – Additional Terms) applies to any rental invoices issued to a Business Customer on a Credit Account to the extent stated in the Satellite Rental Agreement Terms and Conditions.
13. Satellite phone usage, limitations and emergency calls
13.1 Satellite terminals require a clear line of sight from the antenna to the satellite. As a result, they may not work inside buildings or vehicles unless used with an appropriate external antenna.
13.2 Satellite service may be prevented or degraded by trees, hills, mountains, buildings or other structures or geographical features.
13.3 You agree to comply with all laws, regulations, licences and permits applicable in countries where the equipment or service may be used. We are not responsible for any operational restrictions, customs issues, licence or permit fees, or fines associated with seizure where use is prohibited.
13.4 Satellite telephones are not part of any national telephone network and, except in limited circumstances, may not be able to access emergency short codes (such as 999, 112 or 911). You must make alternative arrangements to ensure you can make emergency calls if needed.
14. SMS terms (transactional messages)
14.1 If you opt in to our SMS service, you agree to receive transactional text messages from us, including order updates, payment reminders and two-factor authentication codes.
14.2 You can cancel the SMS service at any time by texting STOP to the number you received the message from. After you send STOP, we will confirm your opt-out and you will no longer receive SMS messages.
14.3 For help, reply HELP or email [email protected]. Message and data rates may apply. Message frequency varies depending on your interactions with us.
14.4 Our SMS practices are governed by our Privacy Policy. Text messaging originator opt-in data and consent will not be shared with third parties.
15. Privacy
15.1 Our Privacy Policy explains how we use personal data. It is available on our website.
16. Liability
16.1 Nothing in these terms limits or excludes liability for fraud, death or personal injury caused by negligence, or any other liability that cannot be limited or excluded by law.
16.2 Subject to clause 16.1:
- we are not liable for losses caused by events outside our reasonable control (including delays caused by carriers, customs or government authorities);
- we are not liable for losses caused by your failure to follow instructions, misuse of Goods, or failure to comply with local laws and regulations;
- for Business Customers, we exclude liability for indirect or consequential loss, loss of profit, loss of business, and loss of goodwill.
16.3 For Business Customers, our total liability in connection with any Contract is limited to the amount you paid for the relevant Goods/Services giving rise to the claim, unless we agree otherwise in writing.
17. Complaints and support
17.1 If you have a complaint or need support, please contact us using the details in clause 2. We aim to respond promptly and fairly.
18. General
18.1 We may update these terms from time to time. If changes affect an existing Contract, we will not apply changes retrospectively unless required by law.
18.2 If any provision is held to be invalid or unenforceable, the remaining provisions remain in force.
18.3 No third party has any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce these terms.
19. Governing law and jurisdiction
19.1 These terms and any dispute or claim arising out of or in connection with them are governed by the laws of England and Wales, and the courts of England and Wales shall have jurisdiction, except that if you are a Consumer you may also bring proceedings in the courts of the country in which you live.
20. B2B Sales – Additional Terms (Business Customers only)
This clause 20 applies in addition to the other provisions of these terms where you are a Business Customer. To the extent of any conflict between this clause 20 and any other provision of these terms, this clause 20 prevails as between Callmonitor and a Business Customer. This clause 20 does not apply to Consumers.
20.1 Application and order of precedence
20.1.1 These terms (including this clause 20) constitute the entire agreement between us in relation to the sale of Goods and Services to a Business Customer. They apply to the exclusion of any other terms that you seek to impose or incorporate, or which are implied by trade, custom, practice or course of dealing.
20.1.2 Any terms or conditions contained in, attached to or referenced by your purchase order, order acknowledgement, specification, pre-printed stationery or other document (including any terms provided via an online portal) are expressly excluded and of no effect, even if we acknowledge or accept your purchase order or deliver Goods against it. Our acknowledgement, acceptance of payment or delivery of Goods will not be treated as acceptance of any such terms.
20.1.3 Variations to these terms are binding only if agreed in writing and signed by a duly authorised signatory of Callmonitor.
20.2 Credit accounts and payment
20.2.1 Our standard position is pro-forma payment: payment in full must be received in cleared funds before we dispatch Goods or commence Services.
20.2.2 We may at our sole discretion open a Credit Account for a Business Customer on written approval following satisfactory credit and identity checks. Where a Credit Account is approved in writing, our standard credit terms are Net 30 days from the date of invoice unless we agree a different period in writing.
20.2.3 We may at any time and without notice withdraw or reduce any Credit Account, require additional security, or revert to pro-forma terms, including in response to any deterioration in your creditworthiness, any late payment, any breach of the Contract, or any insolvency event (including any of the events described in clause 20.7.1).
20.2.4 Time of payment is of the essence. If you fail to make any payment due under the Contract by the due date, then, without limiting our other rights or remedies, we may: (a) charge interest on the overdue sum at the statutory rate under the Late Payment of Commercial Debts (Interest) Act 1998 (and we may also claim statutory compensation and reasonable recovery costs under that Act); (b) suspend further deliveries and Services (in respect of the Contract and any other contract between us) until payment is received in cleared funds; (c) appropriate any payment received from you to any invoice we think fit (notwithstanding any purported appropriation by you); and (d) exercise any rights under clauses 20.4 (Retention of title) and 20.7 (Termination).
20.2.5 You must pay all sums due under the Contract in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).
20.3 Delivery, inspection and acceptance
20.3.1 Any dates or times specified for delivery are estimates only and time of delivery is not of the essence. We are not liable for any delay in delivery of Goods caused by events outside our reasonable control or by your failure to provide adequate delivery instructions or any other instructions relevant to the supply of the Goods.
20.3.2 You must inspect the Goods promptly on delivery and in any event within 5 Business Days of delivery. You will be deemed to have accepted the Goods unless you notify us in writing within that period of any shortage, non-conformity with the Contract description or visible defect. If no notice is given within that period, the Goods are deemed accepted and we have no further liability for any such shortage, non-conformity or defect (except in the case of latent defects covered by clause 20.5).
20.3.3 If you validly reject Goods under clause 20.3.2, we may at our option repair or replace the Goods, or refund the price paid. This is your sole and exclusive remedy for breach of clause 20.5 in respect of rejected Goods.
20.4 Retention of title (extended)
20.4.1 Notwithstanding delivery and the passing of risk in the Goods, title to the Goods will not pass to you until the later of: (a) our receipt in cleared funds of the full price of the Goods (including VAT); and (b) our receipt in cleared funds of all other sums which are or become due to us from you on any account (whether or not in connection with the Contract), including under any other contract between us.
20.4.2 Until title in the Goods has passed to you, you must: (a) hold the Goods on a fiduciary basis as our bailee; (b) store the Goods separately from all other goods in your possession and in a manner which makes them readily identifiable as Callmonitor’s property; (c) not remove, deface or obscure any identifying mark or packaging on or relating to the Goods; (d) maintain the Goods in satisfactory condition and keep them insured against all risks for their full price from the date of delivery; and (e) notify us immediately if you become subject to any of the events listed in clause 20.7.1.
20.4.3 You may use or resell Goods before title has passed to you solely on the following conditions: (a) any sale must be on arm’s length terms and otherwise in the ordinary course of your business; (b) any sale is of Callmonitor’s property on your own behalf and you deal as principal when making such a sale; and (c) the proceeds of any such sale are held on trust for Callmonitor and kept in a separately identifiable account (the “Proceeds Account”) until paid to us. You must not assign, charge or grant any security interest over any such proceeds or the benefit of any receivable generated by the resale.
20.4.4 If Goods are mixed with, incorporated into or otherwise used to produce other products or materials, title in the resulting mixed or manufactured goods will, to the extent permitted by law, vest in and remain with Callmonitor until all sums due from you to us have been paid in full, and you will hold such mixed or manufactured goods as our bailee in accordance with clause 20.4.2.
20.4.5 You grant Callmonitor, our employees and agents an irrevocable licence at any time to enter any premises where Goods are or may be stored in order to inspect them or, where your right to possession has terminated, to recover them. Your right to possession of the Goods will terminate immediately if: (a) you become subject to any of the events listed in clause 20.7.1; or (b) you fail to make any payment under the Contract on the due date.
20.4.6 Callmonitor may maintain an action for the price of any Goods notwithstanding that title in them has not passed to you.
20.5 Warranty
20.5.1 We warrant that on delivery, and for a period of 12 months from the date of delivery (or such other period as we specify in writing), the Goods will: (a) conform in all material respects with their description and any applicable specification we have expressly agreed in writing; and (b) be free from material defects in materials and workmanship.
20.5.2 Subject to clause 20.5.3, if any Goods do not comply with the warranty in clause 20.5.1, we will, at our option, repair or replace the defective Goods or refund the price of the defective Goods in full.
20.5.3 We will have no liability for the Goods’ failure to comply with the warranty in clause 20.5.1 in any of the following events: (a) you make any further use of the Goods after giving notice under clause 20.3.2 or this clause 20.5; (b) the defect arises because you failed to follow our or the manufacturer’s oral or written instructions as to the storage, commissioning, installation, use or maintenance of the Goods, or (if there are none) good trade practice; (c) the defect arises as a result of fair wear and tear, wilful damage, negligence, or abnormal storage or working conditions; (d) the defect arises as a result of alteration or repair of the Goods without our written consent; (e) the Goods differ from their description or specification only as a result of changes made to ensure they comply with applicable statutory or regulatory requirements; or (f) the Goods are second-hand, refurbished or sold on an “as-is” basis and we have notified you of this in writing.
20.5.4 Where the manufacturer of any Goods offers its own warranty to end users, we will, so far as we are able, pass through the benefit of that warranty to you, but we make no representation that such warranty will be honoured by the manufacturer.
20.5.5 Except as set out in this clause 20.5 and clause 20.3, all terms, conditions and warranties (whether express or implied by statute, common law or otherwise) are, to the fullest extent permitted by law, excluded from the Contract. Without limitation, the terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982 are, to the fullest extent permitted by law, excluded from the Contract.
20.6 Compliance warranties and export control
20.6.1 You warrant, represent and undertake to us on a continuing basis that: (a) you will comply with all applicable laws, statutes, regulations and codes relating to anti-bribery and anti-corruption, including the Bribery Act 2010; (b) you will comply with the Modern Slavery Act 2015 and have no reason to believe that any aspect of your operations or supply chain involves slavery or human trafficking; (c) you will comply with all applicable trade sanctions, export controls and import restrictions of the United Kingdom, the European Union, the United States and any other jurisdiction applicable to the Goods or their end use, and you will not re-export, transfer or otherwise dispose of the Goods in breach of any such laws; (d) you are not, and will not become, a party subject to trade sanctions in any such jurisdiction; and (e) you will provide us on request with any end-user statements, licences or other information reasonably required by us to comply with our own legal or regulatory obligations.
20.6.2 Some Goods may be subject to UK export control or dual-use regulation. You are responsible for checking and complying with any export licensing requirements applicable to any onward export or transfer of the Goods or associated technology.
20.7 Termination and insolvency
20.7.1 Without limiting our other rights or remedies, we may terminate the Contract with immediate effect by giving written notice to you if: (a) you commit a material breach of the Contract (including any failure to pay) and (if the breach is remediable) fail to remedy that breach within 14 days of being notified in writing to do so; (b) you suspend, threaten to suspend, cease or threaten to cease to carry on all or a substantial part of your business; (c) you are, or are deemed to be, unable to pay your debts within the meaning of section 123 of the Insolvency Act 1986; (d) a petition is filed, notice is given, a resolution is passed, or an order is made, for or in connection with your winding up (other than for the sole purpose of a solvent reorganisation); (e) an application is made to court, or an order is made, for the appointment of an administrator, or a notice of intention to appoint an administrator is given; (f) a floating charge crystallises or a receiver is appointed over any of your assets; (g) a creditor or encumbrancer attaches or takes possession of, or a distress, execution, sequestration or other similar process is levied or enforced on or sued against, the whole or any part of your assets; or (h) any event occurs, or proceeding is taken, with respect to you in any jurisdiction which has an effect equivalent or similar to any of the events mentioned above.
20.7.2 On termination of the Contract under this clause 20.7: (a) you must immediately pay all outstanding invoices and interest, and in respect of Goods supplied but for which no invoice has been submitted, we may submit an invoice which is payable immediately; (b) you must return all Goods which have not been paid for in full and in respect of which title has not passed to you; and (c) our accrued rights, remedies, obligations and liabilities as at termination are unaffected, including the right to claim damages for any breach existing at or before termination.
20.8 Bulk, framework and call-off orders
20.8.1 Where we agree in writing to supply Goods under a framework or call-off arrangement (including any volume pricing or standing order), each call-off order forms a separate Contract governed by these terms. Volume or preferential pricing applies only where expressly agreed by us in writing and only for so long as we continue to agree to it.
Schedule 1: Model cancellation form (Consumers only)
To: Callmonitor Limited, 207 Regent Street, London W1B 4ND, United Kingdom; Email: [email protected]
I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods (*) / for the provision of the following service (*)
Ordered on (*) / received on (*)
Name of consumer(s)
Address of consumer(s)
Signature of consumer(s) (only if this form is notified on paper)
Date
(*) Delete as appropriate.