These terms apply when you create a LineHQ account, buy or port a number, choose a package, or use the LineHQ dashboard.
1. Agreement
These terms govern your use of LineHQ. By creating an account or using the service, you agree to them. If you are acting for a business, you confirm that you have authority to bind that business.
2. The service
LineHQ provides UK virtual numbers and inbound call handling. Depending on your package, the service may include forwarding, voicemail, call recording, schedules and virtual receptionist features. LineHQ is for inbound business calls. It is not an emergency calling service and it is not a full hosted PBX.
3. Eligibility, accounts & verification
- You must be a UK-based business or sole trader and provide accurate account details.
- You are responsible for activity under your account and for keeping your credentials secure.
- As a UK number provider we will verify your identity and address before assigning or porting numbers — including checking a limited company against the Companies House register. You agree to provide the business details we ask for at signup, and we may request further evidence. We may refuse, suspend or reclaim numbers where a business cannot be verified.
Before you commit to a paid package we give you a plain-language Contract Summary of the key terms, as required by Ofcom. These full terms apply alongside it.
4. Acceptable use & fraud prevention
You must not use the service for unlawful, fraudulent or abusive calling. To protect the network, we use:
- an outbound destination allowlist (UK fixed and mobile by default; premium/international blocked unless enabled);
- per-tenant concurrency and daily spend caps; and
- low-balance auto-suspension.
We may suspend service immediately where we reasonably suspect fraud or a risk to the network.
5. Numbers & porting
Numbers are supplied on a licence-to-use basis through our carrier. Subject to verification and regulatory rules, you may port eligible numbers in or out. Numbers may be reclaimed if your account is closed, unpaid or used in breach of these terms.
6. Billing
- Packages. Each package has a monthly price, a number allowance, included forwarding minutes and feature access.
- Prepaid wallet. Overage, chargeable calls and other usage charges are debited from your wallet balance in pence.
- Top-ups. Wallet top-ups and subscriptions are processed through Stripe. Prices exclude VAT unless we say otherwise.
- Low balance. If your wallet cannot cover a call, forwarding may be declined and the account may be suspended.
7. Call recording
If you enable call recording, you are responsible for telling callers, choosing the lawful basis for recording, and responding to caller rights requests. LineHQ provides the recording tools and stores recordings for the retention period set on your account. See our Call Recording Policy.
8. Availability
We aim for high availability but do not guarantee uninterrupted service. Planned maintenance and carrier or third-party outages may affect the service. Any service-level commitments will be set out in a separate written agreement.
9. Liability
Nothing in these terms excludes liability that cannot be excluded by law, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to that, we are not liable for indirect or consequential loss, loss of profit, loss of business, loss of goodwill, or loss caused by carrier, internet or third-party outages. Our total liability for any claim is limited to the greater of £100 or the amount you paid to LineHQ in the 12 months before the event giving rise to the claim.
10. Termination
You may close your account at any time. We may suspend or terminate for material breach, non-payment, suspected fraud, or network risk. On termination, you may request export of your data and recordings within a reasonable period, after which they are deleted in line with our retention rules.
11. Governing law
These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.
12. Contact
Questions about these terms: reach us through our contact form.