Terms and Conditions

Section 1: Forward

This agreement binds SoundLine Communications LLC and the user of the services provided by SoundLine Communications LLC to the terms outlined below, and constitutes an agreement between these two previously listed parties. This agreement will cover all of the lines provided by SoundLine Communications LLC, on each customer account. This agreement also covers the services provided by SoundLine Communications LLC as well as equipment provided by SoundLine Communications. SoundLine Communications LLC will also, in this agreement, be referred to as “us,” “we,” “our,” and “SoundLine Communications.” We will also refer to the End User as “you,” “your,” “user,” and “customer.” By enlisting our service you are agreeing to this End User Agreement.

Section 2: Customer Care Agreement

We agree to provide you with customer care of varying levels. We do not agree to provide customer care to any party, which is not a party to this agreement, including third party products and services. We also take no responsibility for problems caused by third parties. Our level of customer care will depend on a number of factors and is subject to the future growth of the company as well as the range of services and products provided by us.

For all support please call extension ‘0’ or (425) 250-5555, or (855) HD-PHONE.

Section 3: Trial Period Agreement

For 30-days, you are eligible to subscribe to our service without a monthly commitment to us. If you decide you do not want our service, we will disconnect your line(s) and waive the activation fee, disconnection fee, normally pro-rated monthly service charges, and a refund of equipment costs assuming the equipment is in perfect condition and that we provided you with the equipment. We, or our sales agents, will have sole discretion in deciding if equipment is in returnable condition. You will not receive a refund for the equipment if it is not in excellent condition or you bought it from a third party. If you paid a fee to transfer your number to our service, that fee will not be refunded. We will also not refund any charges made to your account for phone calls outside of our normal service agreement, which may include but are not limited to international calls and other calls for which carry an additional charge. Also, if any other service was used to contact SoundLine Communications for any reason, and this service charged you for their use, that charge will not be refunded by us. We may not be able to refund certain taxes or surcharges paid by you as well. The 30-day trial period begins on the day we start to provide service to you. 

Section 4: Duration of Product

We accept commitments from you that will go month-to-month, or you may select a service period such as 6 months to 1 year, or any other service period we offer. The longer the commitment you give to us, usually the higher the discount you will receive. Regardless of which option you choose, your service term begins on the date that we start providing service to you. We will also provide our service to you without end until either we decide to cancel your service or you do. Your month-to-month service, or service period, will restart at the end of the last month or the end of your most recently used service period. We leave the responsibility to you to let us know if you would like your service canceled. If we receive notice after a new billing period has started, then you will be charged a prorated portion, daily, of your normal billing rate for that month. Other charges to your account, such as long distance and toll- bearing numbers, will be charged at their normal rate to you. The previous list is not exhaustive. Also, if you choose to disconnect, you agree to pay the disconnection fee in whole. If we determine that you have attempted to cancel your service by transferring your number to another provider, the previous obligations will still be in effect. If the transfer of your number is not successful, we will continue to bill you as a normal customer until you notify us that you would like to cancel. If you would like to cancel your service, please do so before the first of the new month. To cancel, call extension ‘0’, or (425) 250-5555, or (855) HD-PHONE.

We retain the right to postpone, disconnect, or cancel service as a whole to all our customers. We also retain the right to do the same to individual customers. We retain the right to do so at any time without any notice by us.

If we disconnect your service, all of the same rules apply except that, depending on the case, we may not charge a disconnection fee or a recuperation fee. The decision to charge these items will be that of SoundLine Communications and based on its policies. Generally, these charges will be levied in cases where disconnection was due to customer violation of this agreement, most notably the section pertaining to barred uses of our product. Whether disconnected by us or by your decision, all fees determined by us will be due within 10 days of our disconnection of your service. This obligation does not represent our obligation to refund prepaid fees that you are entitled to; however we will do our very best to return the money as soon as reasonably possible.

Section 5: Product

Our product is the delivery of Voice over Internet Protocol (VoIP) services, otherwise known as Digital Voice Services. We may also sell the necessary equipment to you so you are able to use this service. In addition, we offer software usage alongside the service. We will offer this product under multiple plans that will be agreed upon when you request service from us. We may offer certain business plans that differ in rates and service than residential plans. If you subscribe to one of our residential plans, you are agreeing to use that plan for residential purposes. If there is evidence that a residential plan is used for business purposes, the business rate may apply. There may be no difference between the business rate and the residential rate. If there is a difference in the rates, we will charge you the higher of the two. If you have multiple lines, we will make this distinction on a line-by-line basis.

If you subscribe to either our business or residential plans, we take no responsibility for the security of your Digital Voice equipment. Aside from us encrypting all of the configuration files, we leave the responsibility to you to physically secure the equipment, as well as protect your network from virtual threats that are possible over an Internet connection.

It is important that you understand the distinction between the services we are supplying and the services provided by traditional telecommunications companies that use landlines and cellular networks. Our service requires a high-speed, broadband, Internet connection. Your service may be interrupted by situations arising over the World Wide Web, natural disasters, power outages or failures, or issues with your Internet Service Provider. With this understanding, we hold you responsible for informing yourself of the different treatments of this service under government and regulatory bodies. Digital Voice follows different rules and guidelines that you may not be familiar with. To get a start, we suggest you visit the Federal Communications Commission’s website.

Our service, as of now, does not support 411, 311, or 0 dialing. This may change in the future and we do so based on customer demand. Also, any 1-900 numbers that charge a fee based on use to the telecom provider will not be accessible with our service. This may also change, however, based on customer demand.

Our service also has limitations on the kinds of communications equipment that it can interface with. We cannot guarantee that our service will be compatible with home TiVo, Satellite systems, medical monitoring systems, and home security systems, as well as certain broadband, cable modem, and computer modem systems. SoundLine Communications will take no responsibility for difficulties with our service based on interactions with these devices. This list is not exhaustive. We take responsibility for service provided to you on the equipment we sell or specifically recommend to you, and only the service portion of the product, not the physical functionality of any peripheral equipment.

We can change the End User Agreement at any time. We may do so based on customer demand, our business plans and policies, or because of the business climate that surrounds VoIP and American enterprises. We will do our best to inform you of changes, and will most likely do so by either telephone or email. There can be no guarantees, however. In addition, to our agreement and obligation under this contract, you are subject to the terms of this agreement at all times while using our service, as well as any changes made to it, regardless of whether or not we were able to inform you of such.

We cannot make any guarantees about the quality, robustness, or reliability of the service or any equipment we sell or recommend. Statements made by us or our agents are for informational purposes only and cannot be taken as implied or otherwise guaranteed on anything other than what is stated in this agreement. We, nor any of our agents, can take no responsibility for unauthorized access to your information through fraudulent means, or by any other, by any third party. We cannot guarantee any credit or refund when and if any unwanted situation arises, whether by pure chance, by the intentions of others, or by you. Although rare, you may experience loss of voice quality, data, business opportunities, and such other risks associated with using any telecommunication or voice communication service. This does not imply, however, that Digital Voice carries the same risk factors as traditional telecommunication services. We are subject to many risks outside of our power, and if unwanted and unintended situations arise we cannot be held responsible for any problems with the service, including those that may take away from the effectiveness of emergency calls such as those made to 911. Risks that can cause problems of this sort include, but are not limited to, the following:

• Power Outages
• Global or Local Internet Failure
• Earthquakes
• Asteroid Damage
• ISP problems

This waiver of liability on the part of SoundLine Communications includes all ramifications stemming from not being able to reach emergency services, such as, but not limited to, death, injury, property damage, loss of business or revenues, loss of wages, loss of data, and loss of property. These limits on liability are subject to the applicable laws of your state, which may provide otherwise.

We will use a third party to route your phone call to emergency services, including 911, and can take no responsibility for the success or failure of their actions. We also will claim no liability for the actions of emergency services once you contact them. SoundLine Communications and its agents hold absolutely no responsibility for the consequences of any actions taken by our third party 911 connection routers or 911 emergency services.

If this agreement is severed by disconnection of services by us or by you, the sections intended to last past the termination of service shall survive and be fully enforceable. We will decide which sections are intended to last past severance of service.

Section 6: Invoicing and Remittance

Invoices will be sent to you on a monthly basis. The invoices should arrive on the first of each month and will be due by the 10th of each month. Each invoice will be considered a prepayment for each month of service. So an invoice sent out on the first of a month is an invoice for that month. If the invoice is not paid by the 10th of the month, a late charge totaling 5% of your bill will be assessed. If the bill is not paid by the 15th of the month, we will disconnect service, unless we can come to an alternate agreement. To form an alternate agreement relating to the delinquent bill only, you must contact us at our customer care number. Any additional charges incurred in a month will be billed on the next month’s bill, including but not limited to, late charges, international calls, and toll-bearing numbers. Stated differently, your monthly bill will reflect the current month’s standard rate charges and surcharges, as well as the previous month’s additional charges.

When subscription to our service is initiated, you must provide a valid email, name, billing address, and payment method. Your payment method is subject to our approval, and can be revoked or changed at any time subsequent to our choosing. If you change your billing address, email, or chosen method of payment, it is your responsibility to notify us by calling 0 or (425) 250-5555. By agreeing to this contract, you have authorized us to collect from you in the manner of payment you have specified until otherwise notified. We cannot accept the cancellation of one method of payment without replacement with another that must also be approved by us. If we incur any charges in receiving your payment, such as Not Sufficient Funds charges, we reserve the right to bill you for some or the total of those costs on your next invoice, and if you cancel your service before that invoice arrives, you promise to pay those, as well as cancellation charges previously mentioned, regardless. Bills that are based on minute usage will have partial minutes rounded up to the next minute. Bills will be sent to the email address you provided to us.

If you wish to dispute any bill with us you must notify us at extension ‘0’ or (425) 250-5555, or 855-HD-PHONE before the 10th of the month. If you do not inform us of your dispute before the 10th of the month, you will waive your right to challenge the charges.

We will do our best to inform you of the charges we take from your credit or debit card, if you are set up with automatic payment. However, you waive your rights under regulation E to receive 10 days advance notice informing you of the amount we will debit from your account.

We reserve the right to bill and charge you for any fees related to collection, arbitration, attorney’s fees, collection agency fees, and any other dispute resolution or collection related fees. You promise to pay these amounts when we bill you for them. We take no liability for any charges other than our own, and are not responsible for any third party charges associated with your account.

Section 7: Taxes and Other Surcharges

Governments at all levels may require us to collect taxes from you. These taxes will be billed in advance with your monthly bill and clearly stated on your invoice. They will be charged in the same manner as you have chosen for your monthly bill. These taxes could be either a flat rate or a percentage of your bill, depending on where your billing address and/or principal places of business(es) is(are) located. If any of these taxes change we may not be able to inform you, and the new charges will appear on your next bill.

In addition to taxes, regulatory bodies, such as the FCC, may add charges onto our bill. We will inform you of these charges when subscription is initiated, but cannot promise to keep you informed on changes by means of any other method than our monthly bills.

The Regulatory and legal states of VoIP are still quite new and changing. You recognize that there is a chance that the taxes and surcharges could be lowered, eliminated, or raised as well as new ones added based on government and civil action.

We will normally charge an activation surcharge of $0.00 and a disconnection surcharge of $0.00. These fees will be the same for our business and residential accounts and reflect the costs of setting up new accounts. Also, if you are porting an existing phone number to our service, a porting fee of $10.00 will apply per number unless otherwise quoted. If a port is canceled after an FOC (Firm Order Confirmation) date is received, a $10 cancellation fee will be applied per number. If you wish to change the date of porting, the cancellation will still be charged and another porting fee of $10 per number will be applied unless a lower per number rate is otherwise stated. These are all one-time surcharges, with the exception of the transfer (porting) surcharge, which you may have to pay to a new service provider if you transfer your existing phone number away from our service. Credits will not be guaranteed in this agreement for any reason other than those required by law. This includes charges for misdialing and accidental use of the service. We cannot guarantee the repayment of all prepaid services.

Section 8: Equipment

To use our service you may be required to have additional equipment. We can sell you equipment, or you can buy the required equipment from a third party.

We will provide limited cover of all equipment, bought from us, with a warranty of 2 years, or the length of the manufacturer’s warranty, whichever is longer, from the date of purchase. We will not provide a warranty for equipment of any kind bought from a third party, under any circumstances. We will not take any responsibility for the equipment after ownership has been transferred to you. If your device is damaged or stolen, we bear no obligation to do anything with it.

We prohibit you from tampering with, or changing, the equipment’s factory settings in any way. In addition, we also prohibit any actions that contradict the guidelines set forth in the manufacturer’s warranty or operating instructions. We will take no responsibility for the device if these conditions are breached.

To take advantage of our 2 year warranty, or the manufacturer’s warranty, you must return the equipment to us. The equipment must be returned as follows:

• With no damage to the equipment caused by you or anyone else
• With all original documents
• With all original extra pieces

We will provide you with a temporary phone, or VoIP adaptor to a normal phone, while your warranty is being serviced. If 2 years has passed, or the manufacturer’s warranty has expired, we have no obligation to do anything else besides sell you different equipment.

If you cancel your service within the trial period, you will receive a credit to your account for the cost of the phone to you. If you have no charges due from the trial period, you will receive a refund for the equipment unless there is damage. We will test all returned equipment before issuing a refund and will leave the decision to our technical staff as to whether or not the equipment is in working condition. You agree to abide by their expertise in this matter.

Section 9: Barred Uses

We have restrictions on the use of our service. We do not condone, support, or encourage the use of our service for any use that is illegal, indecent, unsuitable, intimidating, hostile, derogatory, slanderous, misleading, deceitful, or invasive of another’s privacy. You will not use our service for voicemail broadcasting or voicemail blasting, as well as denial of service attacks, network flooding, or any disruptive actions. You will use our service in compliance with all applicable laws, rules, and regulations put forward by all governments at all levels that correspond with your applicable jurisdiction. By subscribing to our service you agree to use it only for legal and suitable purposes.

SoundLine Communications makes use of proprietary software and business practices. You promise to never attempt to “backwards engineer” our software, tamper with it, or take it and use it for any purpose. We have granted you use of the benefits of our proprietary assets; however, we have not granted you access to those assets themselves. You will not attempt to hack anything from any service we provide to you. Any violation of this section could result in criminal prosecution and other repercussions at the initiation of SoundLine Communications as well as law enforcement agencies and other government bodies.

If you believe that your service is being stolen you must contact us immediately. Also, if you have any indication that your service is being used in a way that violates this section or the agreement, by anyone, you must notify us immediately.

We reserve the right to monitor your service to ascertain if there is any violation of any part of this agreement. In compliance with federal guidelines, we will also make it possible for law enforcement to monitor the use of your service in any way they deem fit. We will only provide third party access to your service if it is obtained legally. In addition to this, if legally requested by law enforcement or another party, and if we are legally obligated to comply, we will furnish all information requested of us about our customers. This is done only with our intention to comply with Federal, State, and Local law and by agreeing to our service you recognize that these laws exist. Also, if we believe there is any violation of this section or others, we will contact law enforcement or any other applicable government agency.

Section 10: 911 Services

911 services for Digital Voice are different from those for traditional wire line as well as cellular telephones. We will require you to register your phone number, name, and address with us so we can submit it to emergency services and allow you access to E911 services. We will need accurate information from you, which we will provide to our third party E911 services providers. It is important to note that, for our part, our only 911-related obligation to you is to provide the information you have provided to us to our third party carriers. As long as this information is submitted we will have complied with all mandatory regulations and laws. We cannot be held liable for any mishap that results from any action other than us not relaying the information you provided us accurately to our third party carriers.

If you move the location from where you will be making calls from, we will need you to update this information with us. E911 services will not be able to ascertain your name, phone number, and physical location unless you provide us with updated information. Some traditional 911 services might not be able to get this information at all and you must be ready to provide it for them. Once you provide us with new information we cannot guarantee that the updates will take effect immediately. It is prudent that you provide us with the new information beforehand, and let us know when you plan to change physical locations so we can time the updating of your information with your physical move as closely as possible. If there is any interruption, such as those mentioned previously in this agreement, to your service, you may not have access to 911 or E911.

Section 11: Personal Information

Your personal information will be kept private. We will comply with all state, local, and federal laws concerning the protection of your financial information. If this information is stolen from us, or if any information is stolen from you as a result of the use of our services, you cannot hold us liable for any damages, reparations, or claims. You recognize that using this service employs the World Wide Web and internet functions for which privacy considerations differ from those of traditional landline and cellular telephone services. You cannot hold us responsible for any unwanted situation arising from any lack of privacy or protection you may experience from using our service.

If your account is delinquent, or in arrears, we will share your information with collection and credit agencies. We may also check your credit score before providing you with service, and reserve the right to do so throughout the length of your subscription to our service. It is your responsibility to provide us with accurate personal information. Any information that we request we consider necessary to open your account. If you provide us with false information, then you will bear all consequences relating to the use of this false information. We will not be held responsible for verifying your information to be legal and exact.

Section 12: Indemnification

If you experience any unwanted situation throughout the length of our service such as

losses, damages, fines, penalties, outlays, and expenses associated with your or anyone else’s use of our service, you agree to preserve, hold not detrimental, and indemnify SoundLine Communications, its members, contractors, and any of our third party suppliers. Service is meant to include, but is not limited to, all forms of 911 use. You promise to, at all times, comply with applicable laws. You agree that you are responsible for all content that is produced, transmitted, or received, by you or any other person, through the use of our service.

Section 13: Changes to this Agreement

Our service and agreements may change. If we change anything in this agreement we may notify you by email. When you receive new notifications, it is compulsory that you comply with them. Any changes to this agreement and your plan will supersede all previous agreements unless a separate agreement is reached between you and SoundLine Communications. If you do not agree with this agreement or any changes made to it, your course of action is to contact us and attempt to arrange a different agreement. We will not be obligated to comply, however. If you disconnect your service we will consider it a rejection of the new agreement or changes, and if you continue to use our service without notifying us we will consider you to have accepted the changes. If you disagree with any changes, but do not contact us until the next billing period, the billing period rates in which the changes we made will stand.

Section 14: Supplementary Considerations

We reserve the right to enforce any part of this agreement at any time. We may not exercise all sections of this agreement in every situation, but we in no way waive our right to do so in the future. If you are not a direct party to this agreement then you have no rights or liability under it. This agreement will cover only the customer and us. If you are a party to this agreement, you must be of legal age to enter into it per the laws and regulations applicable to you. If any part or section of this agreement is challenged in court or found illegal or unenforceable in any way, it in no way affects the enforceability of any other section or part of this agreement.

Section 15: Solving Disagreements

SoundLine Communications will not solve disagreements of any kind with a customer or any party to this agreement within what may be considered the more common method of courts, juries, and judges. Disagreements, excluding criminal violations and situations arising from any disagreement that has to do with our intellectual property rights, will be solved through binding arbitration in the State of Washington.