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 business call handling. Depending on your package and eligibility, the service may include forwarding, voicemail, call recording, schedules, virtual receptionist features, outbound Professional Calling and business texts. 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 require accurate business and address details and carry out applicable verification before supplying or porting numbers, including company checks where relevant. 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.
Some account actions require the owner to complete Stripe Identity document and selfie checks. The dashboard explains when verification is required, including applicable new-account top-ups and number transfers before carrier submission. Device access and outbound calling also have separate eligibility checks. Do not cancel your existing phone service until a port has completed and you have tested 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. Packages are available on monthly or, where offered, annual billing. Annual subscriptions are paid yearly in advance. Your selected plan sets the number allowance, included minutes and feature access; usage allowances reset monthly on either billing interval.
- Calls answered on a device. Calls you answer in the LineHQ app or on a desk phone do not use your included forwarding minutes; only calls forwarded to a mobile or landline do. Calls to an 0800 number are charged as 0800 calls however they are answered. This is for normal business use: if an account's use goes well beyond that, we will contact you before applying any limit. On Pay As You Go, calls you answer in the LineHQ app or on a desk phone cost 2p a minute from calling credit from 19 November 2026. With no calling credit, the app does not ring and the caller goes to voicemail.
- Calling credit. Overage, chargeable calls and other usage charges are debited from your calling credit balance in pence.
- Top-ups. Calling credit top-ups and subscriptions are processed through Stripe. LineHQ is not VAT-registered, so no VAT is charged.
- Low balance. If your calling credit cannot cover a call, forwarding may be declined and the account may be suspended.
LineHQ is a digital telecom service, so there are no physical goods to return. Cancelling a package stops the next renewal and the package remains usable until the end of the paid month or year. Cancellation does not itself issue a refund. Contact support about a refund request; this does not affect any statutory rights.
Referral rewards pilot
Eligible active customers with a live number can share the referral link shown in their dashboard. The referred account must qualify after 90 active days, with an eligible paid plan and live number. Self-referrals, staff/test accounts and ineligible or duplicate business referrals do not qualify; additional checks and approval apply.
The reward follows the referred account’s qualifying plan: £4.99 for Pay As You Go, £9.99 for Mobile, £19.99 for Reception or £20 for Scale. The pilot allows up to three pending referrals. A qualifying reward is credit, not cash: choose calling credit or request credit towards a future subscription payment, subject to approval. Your dashboard shows the status and available choices.
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 by your package. 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.