Fair Use and Acceptable Use Policy

Fusion Telecommunications LTD reserves the right to change this policy at any time. Changes become effective when a revised policy is posted on our website.

As we have many products, please make sure you are reviewing the correct fair use policy for your services. If you have questions about which policy relates to your services, please contact [email protected].

A) Fair use policies

1) Cloud phones and VoIP phone systems

(Fusion Telecommunications LTD products, including Fusion Telecommunications LTD branded phone apps and Apalo Mobivo branded apps)

This Fair Use Policy applies to our Fusion One, Fusion Nexus and Fusion Call Centre services:

Each user includes 2,500 minutes a month to UK local and national geographic numbers and UK major mobiles combined (as defined below).

Inclusive calls are limited to 60 minutes per call.

Local and national geographic numbers are numbers beginning 01, 02 and 03 only and do not include non-geographic numbers (08xx including 0845 and 0870), premium-rate numbers (09xx), internet access numbers or calls to the Channel Islands.

Local and national geographic numbers do not include international calls (unless otherwise stated in your contract).

If your rate includes minutes to international numbers, certain selected destinations (which may vary from time to time) may be excluded depending on the exact call price plan we agree with you.

If your rate includes minutes to UK mobiles, this refers to calls to Vodafone, O2, EE (T-Mobile and Orange), Virgin and 3 only. This does not include calls to Lyca or Lebara mobiles or any mobile virtual network operator not based on the UK GSM cellular networks.

If during any monthly billing period any users exceed on average 5,000 minutes usage, we may terminate your service immediately or, at our sole discretion if we consider it appropriate, we may suspend your service and offer you an alternative call plan applicable to your usage. If, having offered you an alternative, you do not agree to move to the new call plan, we reserve the right to terminate your service immediately. Termination charges apply.

2) Fixed line

This Fair Use Policy applies to our Fixed Line Phone Services:

2,000 minutes, of which a maximum of 500 minutes may consist of calls to numbers other than UK local and national geographic numbers (unless otherwise stated).

Inclusive calls are limited to 60 minutes per call.

Local and national geographic numbers are numbers beginning 01, 02 and 03 only and do not include non-geographic numbers (08xx including 0845 and 0870), premium-rate numbers (09xx), internet access numbers or calls to the Channel Islands.

Local and national geographic numbers do not include international calls.

If your rate includes minutes to international numbers, certain selected destinations (which may vary from time to time) may be excluded depending on the exact call price plan we agree with you.

If your rate includes minutes to UK mobiles, this refers to calls to Vodafone, O2, EE (T-Mobile and Orange), Virgin and 3 only. This does not include calls to Lyca or Lebara mobiles or any mobile virtual network operator not based on the UK GSM cellular networks.

3) Broadband (including fibre)

Our broadband packages are subject to this Fair Use Policy, and all broadband packages are subject to our Acceptable Use Policy.

Excess use

If you exceed the limits included in our fair use policy:

We will charge you our then standard call rates, which you can find on our website (the "Standard Rate").

Where a fixed line call exceeds 60 minutes, the excess call time over 60 minutes will be charged at your Standard Rate.

We reserve the right to: switch you to a more appropriate rate or call price plan at any time; suspend your Services; or terminate our Agreement with you with immediate effect.

We will act reasonably when we apply any of the measures in this Excess Use section.

B) Acceptable use policy

You must not use our Broadband Services, including associated computer security or backup services and software:

in a way that breaches any legislation or any licence applicable to you or that is in any way unlawful or fraudulent; or

to deliver, knowingly receive, upload, download, use or re-use any information or material which is abusive, defamatory, grossly offensive, indecent, obscene or menacing or in breach of the privacy rights of any individual; or

to deliver, knowingly receive, upload, download, use or re-use any information or material which is offensive or discriminatory to people on grounds of gender, sexual orientation, age, race, colour, disability, religion or belief; or

to distribute child sexual abuse material or in any way for the purpose of harming or attempting to harm minors in any way; or

to send or procure the sending of any chain letters or unsolicited advertising or promotional material ("spamming"); or

to knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware; or

in any way which threatens the integrity and/or security of any network or computer system; or

in any way which degrades or interferes with other users' use of any of our services or may, in our opinion, do so; or

to attempt to gain unauthorised entry to any site or network; or

in any way that contravenes generally accepted standards of internet or other network conduct and usage; or

in any way which infringes any intellectual property rights of any third party or breaches a third party non-disclosure agreement or obligation; or

in any way that does not comply with our specific instructions, or to send, knowingly receive, upload, download, use or re-use any material which we deem inappropriate.

If we believe that your use of our Broadband Services is (a) in breach of our Acceptable Use Policy or (b) adversely affecting our network (or any part of it) or our other customers' use of our services, we may take the action described in section D below.

C) Fair usage support policy

This Fair Use Policy applies to our Support Services:

Router replacements are subject to the approval and requirement of Fusion Telecommunications LTD faults staff. Delivery charges may apply.

Engineering visits cover what is covered under Openreach fault diagnosis and do not include socket moves or internal equipment.

Customers must be in good standing with invoices and have no outstanding balances to access upgraded support benefits.

Support is non-transferable, has no cash value and may not be redeemed as credit towards bills.

Fusion Telecommunications LTD holds full and final discretion on the use of Support and has the right to refuse the use of Support benefits.

Customers using Support benefits will not be able to remove charges until the end of the calendar year.

D) Managing your usage

We reserve the right to manage or regulate your usage. We will not impose any restrictions on your use of our Broadband Services without prior notice unless we are required to do so by our own suppliers, or if, after we have sent you a notice, we believe that your use of the Broadband Services continues to breach our Acceptable Use Policy or to adversely affect our network (or any part of it) or our other customers' use of our services. In that case we may manage the type of traffic you are passing and/or suspend or terminate your Services. You can contact us by email at [email protected] or by calling our customer services team on 01202 835 888 if you wish to discuss any action we have taken.

We may revise our Fair Use Policy and/or our Acceptable Use Policy in accordance with clause 30 of the Business General Terms.

Last updated: 23/10/2026