Terms and conditions.

These Terms and Conditions explain how the Hootline website and services can be used, what you can expect from us, and what we need from you as a customer.

They cover important information such as placing an order, number availability, packages, billing, cancellation, acceptable use, service availability and your responsibilities when using Hootline.

Please read these Terms and Conditions carefully before signing up for a Hootline service. By placing an order, completing checkout or using Hootline, you agree to follow these terms.

Terms and conditions

Last Updated: 21/05/2026

1. Who we are

Hootline is operated by Bright Edge Networks Limited.
For the purposes of these terms, the service is provided by BENL under the Hootline brand.

Contact email: hello@hootline.co.uk

2. About Hootline
Hootline provides business phone number services for small businesses.

Depending on the package you choose, Hootline may include features such as a business number, call forwarding, app-based calling, working hours, voicemail, call history, call recording and additional users.

Hootline is designed as a simple business phone service for small businesses. It is not intended to replace complex enterprise phone systems, emergency communications systems or specialist regulated communications setups.

3. Using the website
You may use the Hootline website for lawful purposes only.

You must not use the website in a way that:

• breaks any law or regulation

• interferes with the operation or security of the website

• attempts to gain unauthorised access to systems or data

• copies, scrapes or misuses website content

• introduces viruses, malicious code or harmful material

We may suspend or restrict access to the website if we believe it is being misused.

4. Placing an order
The Hootline order journey allows you to:

1. Select the area code you would like for your business number

2. Browse available numbers for that area code

3. Choose your preferred business number

4. Select your Hootline package

5. Complete checkout

Your order is not confirmed until checkout has been completed and we have accepted your order.

We may refuse or cancel an order if there is an error, if a number is no longer available, if payment fails, if we are unable to provide the service, or if we reasonably believe the service may be misused.

5. Number availability
Numbers shown during the order process are subject to availability.

We will do our best to provide the number you select, but number availability cannot be guaranteed until your order has been accepted and the number has been allocated to your account.

If your selected number becomes unavailable, we may contact you to choose an alternative number or cancel the order.

6. Your Hootline number
Your Hootline number is provided for use with your Hootline service.

You must not use your number for unlawful, harmful, misleading, abusive, fraudulent or nuisance communications.

We may suspend or withdraw a number if required by law, regulation, telecoms provider rules, numbering rules, misuse concerns, non-payment or operational reasons.

7. Packages and features
Hootline packages may include different features.

The main packages are:

Starter
A simple business number that forwards to your mobile.

Business
An app-based business phone service for handling business calls through the Hootline app.

Business Pro
An app-based business phone service with call recording features and the option to add additional users.

Additional users are available on Business Pro only.

The features included in each package are shown on the Hootline website. We may update package features from time to time, but any material change affecting your active service will be communicated where required.

8. Pricing
Prices are shown on the Hootline website.

Unless stated otherwise, prices are:

• monthly

• excluding VAT

• billed monthly by Direct Debit

Your monthly cost depends on the package you choose and whether you add any additional users or chargeable features.

We may change pricing in the future. If a price change affects your active service, we will give you reasonable notice before the change applies.

9. Billing and payment
Hootline services are billed monthly by Direct Debit.

You agree to keep your payment details up to date and ensure that payments can be collected when due.

If payment is missed, delayed or rejected, we may contact you to resolve the issue. If payment remains outstanding, we may suspend or cancel your service.

You remain responsible for any charges due up to the date your service ends.

10. Contract term and cancellation
Hootline services are provided on a 30-day rolling contract.

You can cancel by emailing your cancellation request to: hello@hootline.co.uk

Your service will end in line with your 30-day notice period.

If you cancel, you are responsible for charges due during the notice period and any unpaid charges already incurred.

11. Changing your package
You may be able to change your package by contacting us.

Upgrades can usually be applied once confirmed. Downgrades may take effect from your next billing period or another agreed date.

Some features, such as call recording or additional users, are only available on certain packages.

12. Additional users
Additional users are available on Business Pro only.

You are responsible for all users added to your account and for ensuring they use the service in line with these terms.

If you add additional users, extra monthly charges will apply as shown on the Hootline website or during the order process.

13. Call forwarding and app-based calling
Starter is a call forwarding package. Calls to your Hootline number are forwarded to the mobile number configured on your account.

Business and Business Pro are app-based packages. These plans are designed for handling calls through the Hootline app rather than simple mobile call forwarding.

You are responsible for ensuring that your mobile device, internet connection and app settings are suitable for using the service.

14. Call recording
Call recording is available on Business Pro.

If you use call recording, you are responsible for making sure your use of call recording complies with any laws, regulations or obligations that apply to your business.

This may include telling callers that calls are being recorded where required.

We are not responsible for how you use call recordings or for any failure by you to comply with applicable rules around recording, storing or using calls.

15. Acceptable use
You must use Hootline responsibly and lawfully.

You must not use Hootline for:

• nuisance calls

• spam

• harassment

• fraud

• scams

• impersonation

• unlawful marketing

• offensive, abusive or harmful communications

• activity that breaches telecoms rules or applicable law

We may suspend or cancel your service if we believe it is being misused.

16. Fair use
Hootline is designed for normal small-business use.

We may apply fair use controls if usage is excessive, abnormal, automated, abusive, fraudulent or inconsistent with the intended use of the service.

If your use materially affects the service, creates risk, or causes unusual costs, we may contact you, restrict certain usage, apply additional charges where permitted, suspend the service or terminate the account.

17. Service availability
We aim to provide a reliable service, but we do not guarantee that Hootline will be uninterrupted, error-free or available at all times.

Service availability may be affected by:

• mobile signal

• internet connection

• third-party networks

• app availability

• maintenance

• faults

• supplier issues

• events outside our control

You are responsible for maintaining your own device, internet access and mobile connectivity.

18. Emergency calls
Hootline should not be relied on as your only way to make emergency calls.

Because the service may depend on internet access, mobile devices, app availability, third-party networks or call forwarding, emergency calling may not always be available or may not work in the same way as a traditional phone line.

You should ensure you have an alternative way to contact emergency services.

19. Support
Support is provided online.

You can contact us by email at: hello@hootline.co.uk

We will aim to respond as soon as reasonably possible, but response times may vary depending on the nature of the enquiry.

20. Your responsibilities
You are responsible for:

• providing accurate information when signing up

• keeping your account and contact details up to date

• keeping your login details secure

• using the service lawfully

• ensuring your use of call recording complies with applicable rules

• paying all charges when due

• making sure your device and internet connection are suitable

• notifying us if you suspect misuse or unauthorised access

21. Intellectual property
The Hootline website, brand, logo, content, graphics, designs and materials belong to us or our licensors.

You may not copy, reproduce, modify, distribute or use Hootline materials without our permission, except where allowed by law.

22. Data protection
We handle personal information in line with our Privacy Policy.

The Privacy Policy explains what information we collect, how we use it, who we may share it with and what rights you have.

23. Limitation of liability
Nothing in these terms limits or excludes liability where it would be unlawful to do so.

We are not responsible for:

• loss caused by your misuse of the service

• loss caused by inaccurate information you provide

• loss of profits, revenue, business or goodwill

• indirect or consequential loss

• issues caused by your device, internet connection or mobile network

• third-party service failures outside our reasonable control

If we are liable to you, our total liability will be limited to the amount you paid for the Hootline service in the three months before the event giving rise to the claim, unless the law requires otherwise.

24. Suspension and termination
We may suspend or terminate your service if:

• payment is overdue

• you breach these terms

• we suspect misuse, fraud or unlawful activity

• continued service creates risk to us, our suppliers, networks or other customers

• we are required to do so by law, regulation or a telecoms provider

• the service or number can no longer be provided

Where reasonable, we will try to contact you before suspending or terminating the service.

25. Changes to these terms
We may update these Terms and Conditions from time to time.

If changes materially affect your active service, we will give reasonable notice where required.

The latest version will be available on the Hootline website.

26. Governing law
These terms are governed by the laws of England and Wales.

Any disputes will be subject to the courts of England and Wales, unless applicable law gives you additional rights.

27. Contact
If you have any questions about these Terms and Conditions, contact us at: hello@hootline.co.uk

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