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:
Select the area code you would like for your business number
Browse available numbers for that area code
Choose your preferred business number
Select your Hootline package
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
Your business number in a simple calling app.
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. Payments, Direct Debit and Billing
9.1 Prices and VAT
The price of your Hootline service will be shown before you complete your order.
Unless otherwise stated, prices shown on the Hootline website are quoted excluding VAT. VAT will be added at the applicable rate and the total amount payable will be shown as part of the checkout process.
Your monthly charge will depend on the package you select and any additional users or other chargeable services added to your account.
Hootline services are billed monthly.
9.2 Payment by Direct Debit
Payment for Hootline services is collected by Direct Debit using Stripe, our payment processing provider.
When you complete checkout, you will be asked to provide the information required to create a Direct Debit instruction and authorise recurring payments from your nominated bank account.
By completing the Direct Debit mandate, you authorise payments relating to your Hootline service to be collected from that bank account in accordance with your chosen package, these Terms and Conditions and the Direct Debit mandate presented during checkout.
Stripe facilitates the collection and processing of payments through the UK Bacs Direct Debit system.
9.3 When payments are collected
Your subscription billing cycle begins when you sign up for your Hootline service.
Your normal billing date will then fall on or around the same calendar date each month.
For example, if you sign up on the 16th of the month, your service will normally be billed on or around the 16th of each following month.
This is monthly billing and does not mean that payments will be taken exactly every 30 days.
The date on which money actually leaves your bank account may occasionally differ from your billing date because Direct Debits are processed through the banking system and are subject to working days, weekends, bank holidays and normal banking processing times.
Where a month does not contain an equivalent calendar date, or where banking processing prevents collection on the usual date, payment may be collected on the nearest applicable processing date.
9.4 Your Direct Debit mandate
A Direct Debit mandate is your authority for payments to be collected from your bank account.
When setting up your Hootline service, you will be shown the details of the Direct Debit arrangement and asked to authorise the mandate electronically.
Information provided in connection with the mandate may include:
- the name of the account holder
- bank account number and sort code
- your contact information
- the amount or basis on which payments will be calculated
- the frequency of payments
- details of the organisation collecting the payment
Your payment details will be provided to Stripe for the purpose of creating and administering the Direct Debit instruction and processing payments.
9.5 Advance notice of Direct Debit payments
You will be provided with the required confirmation and advance notice relating to your Direct Debit.
This will include information about the amount and expected collection date of your payment where required.
If there is a change to the amount, date or frequency of your Direct Debit, you will be notified in advance in accordance with the applicable Direct Debit rules and the terms of your mandate.
9.6 The Direct Debit Guarantee
Payments made by Direct Debit are protected by the Direct Debit Guarantee.
Among other protections, the Guarantee provides that:
- you will be notified in advance of changes to the amount, date or frequency of your Direct Debit
- if an error is made in the payment of your Direct Debit by the collecting organisation or your bank or building society, you are entitled to a full and immediate refund from your bank or building society
- you may cancel a Direct Debit at any time by contacting your bank or building society
The full Direct Debit Guarantee will be provided as part of the Direct Debit setup process where required.
Cancelling your Direct Debit does not by itself cancel your Hootline service or remove any amounts you owe under your contract.
To cancel your Hootline service, you must follow the cancellation process set out in Section 10.
9.7 Failed or unpaid payments
You are responsible for ensuring that sufficient funds are available and that the bank account details associated with your Direct Debit remain valid.
If a payment is declined, returned, cancelled or otherwise unsuccessful, we may attempt to collect the outstanding payment again and may contact you using the details associated with your account.
If an amount remains unpaid, we may suspend or restrict your Hootline service until the outstanding balance has been paid.
If payment remains outstanding for a reasonable period, we may terminate the service in accordance with these Terms and Conditions.
Suspension or termination does not remove your responsibility to pay charges that became due before the service was suspended or terminated.
9.8 Changes to your monthly charge
Your monthly charge may change if:
- you change your Hootline package
- you add or remove additional users
- you add another chargeable service
- the price of your existing service changes
- VAT or another applicable tax changes
Where a change affects the amount to be collected by Direct Debit, we will provide appropriate notice before the changed amount is collected.
We will also provide reasonable notice of any general price change affecting your existing Hootline service where required.
9.9 Payment processing by Stripe
Stripe is used by Hootline to facilitate payment processing and Direct Debit collection.
When you provide payment information during checkout, Stripe may process that information in accordance with its own terms and privacy arrangements, as well as the instructions necessary to provide payment services to Hootline.
By choosing Direct Debit and completing the payment setup, you agree to the creation of the relevant payment mandate and to Stripe processing the information necessary to administer the payment arrangement.
Hootline remains responsible for charges raised for your Hootline service. Questions about your Hootline invoice, package, cancellation or the amount charged should be directed to us at:
9.10 Payment information before ordering
Before you complete your order, we will show you the package selected, the applicable recurring price, VAT and other applicable charges, the billing frequency and the relevant contract and cancellation terms.
By completing checkout, you confirm that you have reviewed this information and agree to the recurring charges associated with your chosen Hootline service.
10. Contract Term, Changes and Cancellation
10.1 Monthly rolling service
Hootline services are provided on a monthly rolling basis with 30 days' notice to cancel.
There is no long fixed-term contract unless expressly stated otherwise when you order.
10.2 Changing your package
You may request to change your Hootline 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, including call recording and additional users, are only available on certain packages.
Any change to your package may result in a change to your monthly charge.
10.3 Additional users
Additional users are available on Business Pro only.
You are responsible for all users added to your account and for ensuring that they use the service in accordance with these Terms and Conditions.
Additional monthly charges will apply for each additional user at the price shown on the Hootline website or confirmed to you before the user is added.
10.4 Cancelling your Hootline service
You can cancel your Hootline service by emailing your cancellation request to:
Your service will end in line with your 30-day notice period.
Your service and billing obligations will continue during the notice period, and you remain responsible for any charges due up to the date your service ends.
10.5 Cancelling your Direct Debit
Cancelling your Direct Debit with your bank or building society does not constitute notice to cancel your Hootline service.
If you cancel your Direct Debit without also cancelling your Hootline service in accordance with Section 10.4, your contract will remain active and any amounts due under the contract will remain payable.
10.6 Charges during the cancellation period
Where a payment falls due during your 30-day notice period, that payment may still be collected in accordance with your normal billing cycle.
Any amounts due for services provided during the notice period remain payable.
Where appropriate, we may adjust the final amount due to reflect the date on which your service ends.
10.7 Ending the service for non-payment or breach
We may suspend or terminate your service where:
- payment remains outstanding
- you breach these Terms and Conditions
- we reasonably suspect fraud, misuse or unlawful activity
- continued service creates a 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 reasonably be provided
Where reasonable, we will try to contact you before suspending or terminating the service.
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. App-based calling
Starter, 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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