These General Terms of Contract (the "GTC") govern the provision of electronic communications services marketed by VOIPER TELECOM, S.L. ("VoIPer Telecom") under the commercial brand The SIP House. They complement the Legal notice and the Privacy Policy, and apply together with the particular conditions of each service.
1. Subject matter
These GTC define the terms under which VoIPer Telecom delivers its services to the customer, including — depending on the contracted service — wholesale VoIP termination, origination, national and international numbering, portability, multi-tenant cloud PBX, SIP trunking, billing/CDR, integrations and technical consulting.
2. Pre-contractual information (Spanish LSSI-CE art. 27)
Before contracting, the customer receives information about: (i) steps to enter into the contract; (ii) whether the contract will be archived and accessible; (iii) technical means to identify and correct input errors; (iv) language(s) in which the contract may be formalised; (v) applicable general conditions. This information is presented in a clear, comprehensible and unambiguous manner prior to the contracting process.
3. Contract formalisation
The contract is concluded by: (a) completing the service signup and expressly accepting these GTC via a specific checkbox; (b) confirmation by VoIPer Telecom after verifying the customer's documentation and identity. For services subject to the Spanish General Telecommunications Law 11/2022 (termination, sub-assignable numbering, portability), the customer must additionally evidence its status as a CNMC-registered operator.
4. SaaS model and right of withdrawal (consumers)
Services are provided on a SaaS (Software as a Service) subscription model or on metered usage. For customers acting as consumers, a 14-day cooling-off period applies from contracting (Spanish TRLGDCU art. 102 et seq.). If the customer requests immediate service start during that period, they waive the right of withdrawal under art. 103.m TRLGDCU. Business customers (B2B) are not consumers and this right does not apply.
5. Prices, billing and fees
Applicable prices are those published in the "Wholesale" area of the website, those in the commercial proposal accepted by the customer or those contained in their particular conditions. Unless stated otherwise, rates are expressed in euros and exclude VAT and applicable taxes. Billing is monthly on carried traffic and fees, with CDR detail where applicable.
6. Service level (SLA) and compensation
The standard SLA is 99.9% monthly availability. For critical agreements specific SLAs may be defined in particular conditions (ASR, PDD, incident response times). In case of interruptions or failures attributable to VoIPer Telecom, the compensation regime in the Spanish General Telecommunications Law 11/2022 and its implementing rules applies, as well as any specific compensation agreed with the customer.
7. Number portability
Portability timelines and procedures are regulated by the CNMC. VoIPer Telecom will process the request and keep the customer informed of portability status. Costs incurred in portability are non-refundable.
8. Term and termination
Unless otherwise agreed in the particular conditions, the term is indefinite with no minimum commitment. The customer may request cancellation at any time by writing to info@thesiphouse.com; it will take effect at the end of the current billing period, during which the service remains active.
9. Acceptable use
The customer commits not to use the services for: (i) unlawful, fraudulent activities or those infringing third-party rights; (ii) generating artificial traffic, IRSF, wangiri or other forms of telephony fraud; (iii) circumventing billing or anti-fraud controls; (iv) reselling the services to third parties without operator status and without VoIPer Telecom's prior written authorisation. Breach may result in immediate service suspension and damage claims.
10. Data protection
Processing of personal data is governed by the Privacy Policy. Where VoIPer Telecom acts as data processor on behalf of the customer (for example, regarding extension data managed by the corporate customer), the parties will formalise the corresponding Data Processing Agreement (art. 28 GDPR).
11. Metadata retention (Spanish Law 25/2007)
VoIPer Telecom retains certain traffic and location data for 12 months, in accordance with Spanish Law 25/2007 on retention of electronic communications data. Access by competent authorities will only occur in the cases provided for by law and pursuant to a judicial decision or order from a competent authority.
12. Changes to the terms
VoIPer Telecom may amend these GTC with 30 days' prior notice by email. The customer may terminate the contract without penalty if it does not accept the new terms, within 30 days of receiving the notice.
13. Complaints procedure
In accordance with art. 67 of the Spanish General Telecommunications Law 11/2022 and its implementing rules, end users may submit complaints about the services provided by VoIPer Telecom through the following channels:
- First instance (customer care): the user must direct the complaint to VoIPer Telecom through one of the following channels:
- Email: info@thesiphouse.com with "Complaint" in the subject line.
- Postal mail to the controller's address.
- Second instance (supervisory authority): if VoIPer Telecom's response is not satisfactory, or if no response is received within one month, the user may turn to the Spanish Telecommunications User Service Office at the Ministry with telecommunications competence (Ministerio para la Transformación Digital y de la Función Pública, formerly MINECO):
- Electronic portal: https://usuariosteleco.mineco.gob.es/
- Deadline: three months from VoIPer Telecom's reply or from the end of the one-month period without reply.
- Consumer arbitration boards (B2C consumers only): consumers may also turn to the consumer arbitration boards of their region or use the European Commission ODR platform.
Filing a complaint does not relieve the customer from paying the relevant invoices while the procedure is ongoing. VoIPer Telecom will apply the appropriate compensation once the complaint is resolved, in accordance with §6 of these GTC and with Law 11/2022.
14. Dispute resolution
For customers acting as consumers, the European online dispute resolution platform is available: https://ec.europa.eu/consumers/odr. For B2B relationships, the parties submit to the Courts and Tribunals of Málaga, expressly waiving any other forum. Spanish law applies.
15. Contact
VOIPER TELECOM, S.L. — NIF B86990827
Camino de las Cañadas, 1D, Office 21
29651 Las Lagunas de Mijas — Málaga (Spain)
info@thesiphouse.com