Privacy Policy, Terms & Conditions, Cookie Policy

1. Who We Are

VoIPninjas is a trading name of Perfect Call Ltd, a company registered in England and Wales. Our registered address is Hello House, 135 Somerford Road, Christchurch, Dorset BH23 3PY.

We are the Data Controller for personal data collected through our website and services. You can contact our Data Protection Officer at hello@voipninjas.com.

2. What Data We Collect

We may collect and process the following categories of personal data:

Identity data: Name, job title, company name
Contact data: Email address, telephone numbers, postal address
Technical data: IP address, browser type, device information, usage data collected via cookies
Communications data: Call records, call recordings (where enabled on your plan), voicemail data
Payment data: Billing information (processed securely by our payment providers — we do not store card details)
Account data: Username, account preferences, service configuration

3. How We Use Your Data

We use your personal data for the following purposes:

Service delivery: To provide and manage your VoIP, broadband, or leased line service
Billing: To process payments and manage your account
Support: To respond to enquiries and resolve technical issues
Legal compliance: To meet our regulatory obligations including telecommunications regulations
Marketing: To send you information about products and services that may be of interest — only with your consent, which you can withdraw at any time
Service improvement: To analyse usage patterns and improve our platform

4. Legal Basis for Processing

We process your personal data on the following legal bases:

Contract performance: Processing necessary to deliver the services you have subscribed to
Legitimate interests: Where we have a legitimate business interest that does not override your rights (e.g. fraud prevention, network security, service improvement)
Consent: For marketing communications and non-essential cookies
Legal obligation: Where we are required to process data to comply with the law

5. Data Sharing

We do not sell your personal data. We may share data with:

Payment processors: To process payments securely (e.g. Stripe)
Infrastructure providers: UK-based data centre and cloud service providers who process data on our behalf under strict data processing agreements
Regulatory authorities: Where required by law or regulation
Emergency services: In the event of an emergency call, location data may be shared with emergency services as required by Ofcom regulations

6. Data Retention

We retain personal data for as long as necessary to provide our services and comply with our legal obligations:

Account data: Duration of your account plus 7 years (for tax purposes)
Call records and logs: 12 months (standard) or as configured by you
Call recordings: As configured by you (maximum 7 years)
Marketing data: Until you unsubscribe or withdraw consent
Support communications: 3 years

7. Your Rights

Under UK GDPR, you have the following rights:

Right of access: To request a copy of the personal data we hold about you
Right to rectification: To request correction of inaccurate personal data
Right to erasure: To request deletion of your personal data in certain circumstances
Right to portability: To receive your data in a structured, machine-readable format
Right to object: To object to processing based on legitimate interests or for direct marketing
Right to restrict processing: To request restriction of processing in certain circumstances

To exercise any of these rights, please contact us at hello@voipninjas.com. We will respond within 30 days.

8. Security

We implement appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, or destruction. These include:

TLS encryption for all data in transit
AES-256 encryption for data at rest
UK-based data centres with physical security controls
Role-based access controls and multi-factor authentication
Regular penetration testing and security audits
ISO 27001-aligned information security management

9. Contact Our DPO

For data protection queries, to exercise your rights, or to raise a concern, please contact:

Data Protection Officer
Perfect Call Ltd t/a VoIPninjas
Hello House, 135 Somerford Road
Christchurch, Dorset BH23 3PY
Email: hello@voipninjas.com

You also have the right to lodge a complaint with the Information Commissioner's Office (ICO): ico.org.uk

10. Policy Updates

We may update this Privacy Policy from time to time. We will notify you of material changes by email or via a notice on our website. The date at the top of this policy indicates when it was last revised.

1. Definitions

In these Terms and Conditions:

"VoIPninjas", "we", "us", "our" refers to Perfect Call Ltd, trading as VoIPninjas
"Customer", "you", "your" refers to the business or individual purchasing services
"Services" refers to VoIP, broadband, leased line, and related services
"Agreement" refers to these Terms and Conditions together with any Order Form or Service Schedule
"Acceptable Use Policy" (AUP) refers to the usage rules governing the Services

2. Service Description

VoIPninjas provides cloud-based telecommunications services including hosted VoIP phone systems, fibre broadband, and leased line connectivity for business customers in the United Kingdom. Services are provided on a subscription basis and are subject to the availability of network infrastructure at the customer's premises.

3. Account Registration

To use our services, you must register an account and provide accurate, complete information. You are responsible for maintaining the security of your account credentials. You must notify us immediately of any unauthorised access to your account. You must be 18 years of age or over and have authority to bind your organisation to this Agreement.

4. Pricing & Payment

Prices are quoted excluding VAT unless otherwise stated. VAT will be charged at the prevailing UK rate.
Monthly subscriptions are billed in advance on your billing date.
Call charges (beyond included minutes) are billed monthly in arrears.
We reserve the right to change pricing with 30 days' written notice. You may terminate without penalty if you do not accept a price change.
Late payment may result in service suspension. A reconnection fee may apply.
All payments are processed securely. We do not store payment card data.

5. Acceptable Use

You agree not to use our Services for:

Any unlawful purpose or in violation of any applicable law or regulation
Automated or artificial call traffic generation
Unsolicited commercial communications (spam)
Harassment, threats, or abusive communications
Any activity that places excessive or unreasonable load on our infrastructure
Resale of our services without express written permission

Violation of our Acceptable Use Policy may result in immediate service suspension without refund.

6. Service Levels

VoIP uptime: 99.9% monthly (excluding scheduled maintenance)
Leased line uptime: 99.95% monthly
Standard support response: 4 business hours
Critical issue response: 1 business hour
Service credits are available where SLAs are not met. Credits are calculated as a proportion of monthly fees and will be applied to your next invoice.

7. Number Porting

We will use reasonable endeavours to port your existing telephone numbers within 5–10 working days of receiving a valid porting request. We are not liable for delays caused by your current provider. You remain responsible for any charges from your current provider until porting is complete.

8. Cancellation

Monthly contracts: 30 days' written notice required. No cancellation fee.
Annual contracts: Cancelable on renewal date. Early termination charges may apply.
14-day money-back guarantee: New customers may cancel within 14 days of service activation for a full refund (excluding any call charges incurred).
Upon cancellation, you will retain your phone numbers for 30 days to facilitate porting to another provider.

9. Liability

We limit our liability as follows:

Our total aggregate liability shall not exceed the fees paid in the 12 months preceding the event giving rise to the claim.
We are not liable for indirect, consequential, or economic losses including loss of profit, business, or revenue.
Nothing in these Terms excludes liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.
We are not responsible for the content of calls made through our services.

10. Dispute Resolution

In the event of a dispute, we encourage customers to contact us in the first instance. If a resolution cannot be reached, disputes will be subject to the exclusive jurisdiction of the courts of England and Wales. Consumers may also refer complaints to our ADR (Alternative Dispute Resolution) scheme. This Agreement is governed by the laws of England and Wales.

11. Changes to Terms

We may update these Terms and Conditions. Material changes will be notified by email with at least 30 days' notice. Continued use of our services after the effective date of changes constitutes acceptance of the updated terms. If you do not accept the changes, you may terminate your service without penalty during the notice period.

1. What Are Cookies?

Cookies are small text files placed on your device when you visit a website. They help websites remember your preferences, improve functionality, and provide us with information about how our site is used. Cookies cannot harm your device or access personal files.

2. Cookies We Use

We use the following categories of cookies on the VoIPninjas website:

Essential Cookies
These cookies are necessary for the website to function and cannot be switched off. They are usually set in response to actions you take such as logging in or filling in forms. You can set your browser to block these, but parts of the site will not work.

Analytics Cookies
These help us understand how visitors interact with our website by collecting anonymised data. We use this information to improve our website. We use Google Analytics for this purpose.

Functional Cookies
These cookies enable enhanced functionality and personalisation, such as remembering your preferences and settings. They may be set by us or by third-party providers.

Marketing Cookies
These cookies may be set through our site by advertising partners. They may be used to build a profile of your interests and show you relevant adverts. They do not directly store personal information but are based on uniquely identifying your browser. We only set these with your consent.

3. Cookie Table

Cookie Name	Type	Purpose	Duration
_session	Essential	User session management	Session
csrf_token	Essential	Security — prevents cross-site request forgery	Session
cookie_consent	Essential	Stores your cookie preferences	12 months
_ga	Analytics	Google Analytics — distinguishes users	2 years
_ga_*	Analytics	Google Analytics — session state	2 years
_gid	Analytics	Google Analytics — distinguishes users	24 hours
user_prefs	Functional	Stores UI preferences	6 months
_fbp	Marketing	Facebook Pixel — ad tracking	3 months

4. Managing Cookies

You can control cookies through your browser settings. Most browsers allow you to:

View cookies that are stored on your device
Delete all or specific cookies
Block cookies from specific or all websites
Accept or block cookies on a site-by-site basis

Please note that blocking essential cookies will prevent parts of our website from functioning correctly. You can find instructions for managing cookies in your browser via your browser's help documentation.

To opt out of Google Analytics across all websites, install the Google Analytics Opt-out Browser Add-on.

5. Contact

If you have any questions about our use of cookies, please contact us at:

Perfect Call Ltd t/a VoIPninjas
Hello House, 135 Somerford Road, Christchurch, Dorset BH23 3PY
Email: hello@voipninjas.com

Legal Documents