Terms & Conditions

RightCall Telecom Limited

Terms & Conditions

  1. RightCall is a service provided by RightCall Telecom Limited. These terms of service constitute your agreement with RightCall Telecom Limited (hereinafter also referred to as ‘We‘ or ‘Us‘ or ‘Our‘ or ‘RightCall‘).

Acceptance of Terms:

  1. By accessing the web site www.rightcallapp.co.uk and such other sites that are operated by RightCall Telecom Limited from time to time (the Site) or using RightCall services through mobile application or otherwise, you agree to be bound by our terms of service including RightCall's privacy policy, which is available on the Site. If you do not agree to these Terms of Service, you may not activate or use RightCall services. RightCall may without notice renew, modify or amend the Terms of Service from time to time. If you continue to use RightCall services, you accept such revisions.
  2. Jurisdictional Restrictions: RightCall services are intended for use in the United Kingdom. If you are residing in a jurisdiction where it is prohibited by law to offer or use RightCall services, you may not enter into this agreement
  3. Third Party: : Your access to and use of a service provided by a third party service or content provider, including but not limited to your local mobile operator ("Provider"), may be subject to the Provider's terms and conditions. For the avoidance of doubt, in using any such Provider service you will still be bound by these Terms of Service to the extent they are applicable. The RightCall app is programmed to dial a UK Freephone number over your Provider’s network which should not be chargeable; however, you may change this setting in the RightCall app to a local number. In such a case, as soon as your call is connected to a phone number provided by RightCall, the call may be charged by your Provider.
  4. The RightCall Services: RightCall is a national and international calling service that can be accessed via the RightCall smartphone app or by dialling RightCall’s access numbers from any UK mobile or landline telephone. RightCall services are designed to allow users to make calls from the UK, however, the service may work from other countries. In such cases, additional call charges may be applied by the users Provider. You must register to use our services. Once registered you will receive an email informing you of your login details.
  5. There are 3 ways to register for RightCall services:
    1. Online registration via www.rightcallapp.co.uk
    2. By downloading the RightCall App from Apple App store and Google Play store
    3. Call customer services on 02035 700 500 / 0800 0168 890
  1. Usernames and Passwords: You agree to insert true, accurate, current and complete information in all mandatory fields when registering for RightCall services, as well as any additional information provided or any amendments made by you. As part of signing up on the RightCall Website or on the RightCall App, you will be assigned a username and password. You may change the password to something more memorable to you. You are responsible for all actions that take place as a result of access to or use of RightCall services via your username and password and/or via your mobile phone independently of whether the access was made by yourself or by a third party using your username and password and/or Device.
  2. Unauthorised Use/Stolen Device: If your Device is stolen or if you become aware of unauthorised use of RightCall services you must notify us immediately to suspend RightCall services. You are responsible for all charges to your account with RightCall until RightCall services are suspended. We have the right to change your password and account name at any time at our sole discretion and without notice.
  3. RightCall Features:
    • In App Calling - Make calls to national, international and non-geographic numbers using the App after installing it on your smartphone and adding credit to your RightCall account. Once a call is initiated from the App, a call is placed using your smartphone over your Provider's network to the RightCall Service. Once the call is connected to RightCall and you have sufficient credit in your RightCall account, we place the call to your dialled number.
    • Depending on whether you have a Pay As You Go or Pay Monthly service from your Network Provider, the call placed by the RightCall App to RightCall’s service, may use a Freephone or a local number. If you have a Pay As You Go service from your Network Provider, this call will be placed to a Freephone number for which your Network Provider should not charge you. If you have a Pay Monthly service from your Network Provider, this call will be placed to a Freephone number however, you may change this in the App settings to place the call to a local number. In such a case, your Provider may charge you for this call or deduct the duration of the call from your inclusive or bundled minutes.
    • Placing a call using the RightCall App does not require an active Internet connection on your device. However, if the device is connected to the Internet, call setup to your dialled number will be quicker. In all cases, the call will not be initiated using your Internet bandwidth hence a minimal amount of data will be consumed even if your device is connected to the Internet whilst placing a call.
    • Once RightCall successfully places a call to your dialled number and the other party answers, RightCall charge you for this call. Using the RightCall Freephone number to place calls may attract a surcharge as published in our website.
    • Calling Using Access Numbers - Once signed up, your registered numbers will allow you to make direct calls to any destination without the need for pins, cards or being held in automated queues. You can make calls to national, international and non-geographic numbers by dialling RightCall access numbers from any registered phone on your account. We provide both Freephone and local access numbers to use this service. You dial the access number, wait for the prompt, dial the destination number and you are connected. Once RightCall successfully places a call to your dialled number and the other party answers, RightCall will charge you for this call. Using the RightCall freephone number to place calls may attract a surcharge as published in our website. You can register as many numbers as you like logging into your account online or through our customer service. Please do not register numbers which are used by other people as well as yourself e.g. your main office number.
    • Rate Finder - This is a facility available on the RightCall website and mobile App, which allows you to find the standard out of bundle calling rates for your Provider compared to RightCall calling rates to national and non-geographic numbers. For international call rates, we will only provide you with the RightCall rates to the desired destination, you should check with your mobile service provider for their rates to the desired destination.
      • If you access Rate Finder from our website, you will be able make rate comparisons between your existing mobile network provider and three competitor mobile networks. However, the comparative range is limited to one other network operator if you use Rate Finder from our RightCall app on your mobile.
      • Whilst we shall use our best endeavours to keep the rate sheets up to date with the latest published rates of major telecom networks in the UK, we cannot guarantee their accuracy as we are dependent on data published by third party Providers.
      • Prices and rates are subject to variation and may vary from time to time without notice. The Rates shown in the Rate Finder are inclusive of VAT but exclude special offers, promotions, etc. which may alter the price payable by the customer.
      • Rates displayed for some numbers such as service numbers beginning with 084, 087, 09 and 118 will have an access charge plus a service charge. We will endeavour to display the complete rate per minute for such numbers. However, not all Network Providers publish the full rates comprising of the access charge and service elements. In such cases we have tried to determine the service charge for these numbers from other sources and hence may not be completely accurate.
      • Rates displayed for some numbers such as service numbers beginning with 084, 087, 09 and 118 and some premium numbers will have a per minute charge as well as a per call charge. Furthermore, the per minute charge for some numbers are applied from the second minute of the call. For such numbers, we will endeavour to give a breakdown of these costs. However, not all Providers publish the rates in a clear manner. In such cases we have tried to determine the breakdown of the charges for these numbers from other sources and hence may not be completely accurate.
      • Rates found on our website which are not an accurate reflection of the rates by the relevant Provider must be reported to support@rightcallapp.co.uk in order for us to investigate and update the accurate rate for that number within a reasonable time.
      • The comparative data you will receive is for personal use and guidance only and does not constitute any contractual representation, warranty or obligation on behalf of RightCall Telecom Limited. You must always ensure you verify the data with your relevant service provider. We can only confirm the accuracy of our own rates.   
    • Call Comparisons - the published rates to same destination numbers on competitor websites may be based on pence per call or pence per minute. In order to simplify the comparative demonstration, when we display our rates on our Site in comparison to your network provider or the rates of other competitors, we will do comparisons on a 10-minute call duration. If, for example, your call is less than 10 minutes, then you can expect to pay more than the average per minute rate. Conversely, if your call is more than 10 minutes you can expect to pay lower than the average minute rate. On the RightCall App, we will show you a per minute rate for your Provider and the RightCall Rate for the first minute of the call. Where the rate consists of a rate per call and a rate per minute elements, you can see the breakdown by pressing the information icon next to the displayed rate. For more detailed information, please contact us and we would be happy to provide examples.
    • Call Direct - Once registered this service will allow you to make direct calls to any destination by assigning either a UK Freephone or local number to your desired number. Simply save to your address book and dial the number normally from any registered number on your account. Call Direct can be setup by signing into your online account or by contacting our customer services.
    • Emergency Call credit – If you run out of credit on your account, you may request emergency call credit by calling our free customer service number and ask for emergency credit. RightCall will add £1 to your RightCall account which will be deducted from your balance when you next top up. You may only request emergency call credit on one occasion between top-ups.
  4. RightCall Customer Service: Our customer services are accessible 7 days week, 24 hours a day via phone or email. Please check our website for updated phone numbers, email addresses and other contact details.
  1. Payment Methods:
    1. Online - - You can top-up your RightCall account online using your debit or credit card via our website and other online payment methods as mentioned in our website www.rightcallapp.co.uk.
    2. App -You can top-up your RightCall account through the Add Credit option on your smartphone App using your credit or debit card and other payment options that may be available on the App. Please note that your device needs to be connected to the internet either through Wi-Fi or mobile data in order to make payments using the App
    3. Cash – You can top-up your RightCall account using cash over the counter where ever you see PayPoint and Payzone signs using e-voucher of RightCall.
  1. Referrals: If you refer a colleague, friend, or family member you can earn a referral bonus in the form of credits to your account equivalent to the value of the first top up of the person being referred, who must register and top up their account. For the avoidance of doubt your referral bonus credit is limited to the value of the first top up made by the person you referred. You cannot claim further referral bonuses from the same person after this.
  2. Your account will be credited with the referral bonus on or about the 28th day after the person referred to us has topped up, providing he or she does not cancel or deactivate his or her service with RightCall, or requests a refund within these 28 days. In these circumstances, you will not receive a referral bonus.
  3. In order to make a referral, you need to be an existing customer of RightCall with a RightCall Account already activated.
  4. Where more than one person refers the same individual, the decision to award the referral bonus is given to the person being referred. They may, at their sole discretion, award the bonus to only one of the people who referred them to RightCall or to no-one should they so choose. 
  5. Each referral is valid for 60 days. If the referred person activates and tops up their account after 60 days of receiving a referral, no bonus award will be payable.
  6. Use of the RightCall Services: We grant you a non-exclusive, non-transferable right to view and use the RightCall Services and the Content on our website and smartphone App subject to your compliance with these Terms of Service.
  7. No Unlawful or Prohibited Use: You expressly acknowledge and agree to use any RightCall services solely for lawful purposes. In this respect you may not, without limitation (a) intercept or monitor, damage or modify any communication which is not intended for you, (b) send any unsolicited commercial communication, (c) use any RightCall Service in any fraudulent way, (d) submit or post to the site or expose any third party to material which infringe any third party’s intellectual property rights or violate the rights of any third party, or is offensive, defamatory, racist, pornographic, illegal, harmful to minors, indecent or otherwise, or as considered at RightCall's sole discretion, objectionable. Furthermore, you may not submit or publish any material that solicits funds or services, contain advertising or include programmes that contain viruses or any other programmes designed to impair the functionality of any computer and you may not use any RightCall Service in any manner that could damage, disable, overburden, or impair any RightCall server, or the network(s) connected to any RightCall server, or interfere with any other party's use and enjoyment of the RightCall Services.
  8. Submission of Information to RightCall: In the course of using the RightCall Service, users may provide information about themselves which may be visible to certain other users (see our Privacy Policy to learn more about information collected on this Site). You understand that by posting materials or information on the Site or otherwise providing feedback and/or suggestions to RightCall you are granting RightCall a royalty-free, worldwide, transferable, sub-licensable, perpetual, irrevocable license to use this information in the course of offering the RightCall Services. Furthermore, you understand that RightCall retains the right to reformat, excerpt, or translate any materials submitted by you.
  9. Disclosure of Information: we reserve the right at all times to disclose any information to a government agency or a third party in cases when we deem this is necessary to satisfy any applicable law, regulation, legal process or governmental request, or to edit, refuse to post or to remove or restrict any information or materials, in whole or in part, at our sole discretion.
  10. No Warranties: RightCall does not make any express warranty regarding RightCall services and disclaim any implied warranty, including any warranty of merchantability, satisfactory quality, or fitness for a particular purpose; however RightCall shall endeavour to provide RightCall services with minimum disruptions. RightCall cannot guarantee that RightCall services will always function without disruptions, delay or other imperfections and RightCall may choose not to provide service to countries or calling areas at its sole discretion. Since RightCall services will be transmitted through public internet lines and the public switched telephone network, you acknowledge that there may be power outages or internet service disruption and you may experience some disruptions in RightCall services, e.g. packet loss and delay. Additionally, you also understand that calls, SMS, etc. to or from the public switched telephone network are not encrypted and as such, could be potentially subject to interception by law enforcement officials or other third parties over the public Internet. RightCall will not be liable for any disruption, delays, interception or other omissions in RightCall services.
  11. Suspension and Interruption: RightCall is entitled, without any liability, to refuse, restrict, limit, suspend and/or interfere or interrupt RightCall services or any part thereof, without any notice to you for the repair, improvement, and/or upgrade of RightCall services or for any of the reasons for termination set forth below in these Terms of Service. In addition, at any time RightCall may prevent use of RightCall services for any reason, including but not limited to, fraudulent calling patterns, excessive usage, billing irregularities and unlawful use.
  12. Communication: The content of the communication is entirely the responsibility of the person from whom such content originated. You, therefore, may be exposed to content that is offensive, harmful, indecent or otherwise objectionable. RightCall will not be liable for any type of communication spread by means of RightCall services.
  13. Sexual Services Numbers: RightCall has a policy not to allow calls to sexual services numbers as defined by OFCOM as Sexual Entertainment (098 & closed scheme numbers 0908 & 0909).
  14. No Emergency Calls: RightCall services do not and are not intended to support or carry emergency calls to any type of hospitals, law enforcement agencies, medical care unit or any type of emergency services of any kind and RightCall is not liable in any manner for such calls. In the event that, with your permission, another user uses your Account, you are responsible to inform that user that it is not possible to support or carry emergency calls with RightCall services.
  15. No SMS, MMS or FAX Messages: : Any phone numbers provided by RightCall do not and are not intended to support messaging via SMS, MMS nor FAX except as expressly stated on the Site.
  16. Phone Numbers Provided by RightCall: You expressly acknowledge and agree that any phone number(s) provided to you by RightCall are shared by multiple end-users. This means, without limitation, that you may not port-out any such RightCall phone number to any third party.
  17. Intellectual Property Rights: All copyright, trademarks, patents and other intellectual property rights in any material or content (including without limitation software, data, applications, information, text, photographs, music, sound, videos, graphics, logos, symbols, artwork and other material or moving images) contained in or accessible via RightCall ("Content") is either owned by RightCall Telecom Limited or has been licensed to RightCall Telecom Limited by the rights owner(s) for use as part of RightCall services. All rights are expressly reserved. Furthermore, RightCall has the right to remove any materials posted to the Site in its sole discretion.

PAYMENT, RATES AND ACCOUNTS

  1. Payment: In order to purchase credits for RightCall services and to charge your Account you shall pay RightCall the rates as stated on our website or other official publications.
  2. VAT: Unless stated otherwise, all rates and charges shall be stated UK Pound Sterling (GBP). All rates are inclusive of VAT and other applicable taxes in relation with the service provided irrespective of the country in which you are residing.
  3. Rates: The rates for RightCall services are published on our website and smartphone App. RightCall reserves the right to change the rates at any time without notice. If you do not wish to accept such adjustment of rates, you are entitled to terminate the Account with effect from the date on which the adjustment of rates would become effective. You agree that by continuing to use RightCall services, following the adjustments of the rates, you accept such adjustments.
  4. Roaming Charges: RightCall services are not designed to support use while a user is roaming outside the UK. We recommend not to use RightCall while roaming. You will pay any additional charges you incur if you connect to RightCall services through a phone number provided by RightCall or you access RightCall services using the RightCall App while you are outside the UK (Roaming Charges). Roaming Charges are charged in addition to any charges you may incur when connecting to RightCall services from another country.
  5. Refund: You have a right to cancel under the Consumer Contracts Regulation 2014 and ask for a full refund within 14 days of agreeing to our terms and conditions. However, you will be liable to pay us without any deductions the credits you have consumed in making calls, but we shall refund the remainder to you. Any package value can only be transferred to call credits, and is not be refundable. Any promotional product value cannot be refunded with equal value. Your statutory rights remain unaffected by our terms and conditions.
  6. A refund request will only be acceptable via email to support@rightcallapp.co.uk. The refund would only be in the form of call credits. Whatever call credits have been consumed cannot be refunded. Refunds will not be given for payments made more the 90 days prior to RightCall receiving a refund request.
  7. Account and Receipt: RightCall may provide an account history on our website that includes information about your account activity, payments, calling history during a limited period, and your current account balance (Account History), which may change from time to time, and an e-mail receipt upon pre-payment for RightCall services. The Account History is the only statement of your Account that RightCall will provide to you. IT IS YOUR RESPONSIBILITY TO PRINT OR SAVE A COPY OF YOUR CALL SHEET AND YOUR RECEIPT AND TO RETAIN COPIES FOR YOUR RECORDS. RightCall will use commercially reasonable efforts to correct any technical failures relating to the Account History within a reasonable time. However, your inability to view the Account History does not extend, or relieve you of, your obligation to pay any amounts owing to RightCall.
  8. Accounting Errors: If you believe that RightCall has charged your Account in error, you must submit a written request in English for refund by contacting RightCall customer services via support@rightcallapp.co.uk within 90 days of the date the error first appears on your Account History or within 120 days after the error occurred, whichever is the earlier.
  9. Emergency Services: The RightCall service and App is not a replacement for the landline telephone service nor for the standard mobile service. There will be no access to any emergency services (police, fire brigade, ambulance) from the RightCall app. Alternative communication arrangement has to be arranged accordingly for accessing the emergency services.
  10. DID Blocking: RightCall has the absolute right to block or remove any DID (Direct Inward Dialling) number from any account or reallocate to anyone else as required. In case of any abuse reported by the relevant authority by using any RightCall DID number, RightCall has the full authority to block the relevant DID number instantly and would help the law implicating authority accordingly.

TERMINATION AND CANCELLATION

  1. The contract will commence from the point at which you agree to these terms and conditions and register for RightCall. The minimum period of this agreement is 30 days, and it will renew automatically each month until we or you decide to cancel it using the procedure stipulated in this agreement.
  2. If you breach any representations to us or fail to perform any of the undertakings you made in the Terms of Service, or if you are subject to any proceeding under bankruptcy, insolvency, liquidation or similar laws, you will be in default and we may, without notice to you, suspend the RightCall Service and/or terminate the Terms of Service.
  3. Cancellation of your RightCall Services: You may cancel RightCall services at any time. Unless otherwise stated herein, all RightCall services will be cancelled within 5 days of receipt of written notice from you to support@rightcallapp.co.uk.
  4. Upon cancellation you will be entitled to a refund of the balance you hold in your account. We shall hold any unused and unclaimed balance for 90 days from the date of the last top-up, after which such balance will expire.
  5. Limitation of Liability: RightCall is not liable for acts or omissions of another Provider, for information provided through your device, equipment failure or modification, or causes beyond our reasonable control. We are not liable for service outages nor for service limitations or interruptions. We are not liable for any accidents or incidents which result from the use of RightCall services by you or any other person. Our liability and the liability of any underlying Provider for any failure or mistake shall in no event exceed RightCall charges during the affected period. We and any underlying Provider are not liable for any incidental, punitive or consequential damages such as lost profits. We, and any underlying Provider, are not liable for economic loss or injuries to persons or property arising from the use of RightCall services. This paragraph shall survive termination of the Terms of Service.

COMPLAINTS

  1. We pride ourselves on providing a high quality service and therefore take all complaints very seriously. If you are not happy with any aspect of the service you have received, please contact us and we will see if we can resolve the matter to your satisfaction.
  2. If you have a complaint you must raise this with us as soon as you can. You are entitled to a copy of our complaints procedure, which we will provide upon request, however, you can read our detailed complaints policy online too.

MISCELLANEOUS

  1. Confidentiality: we will regard any personal data that you provide, during your registration process, or at any point during your contract with us, as confidential and we shall hold such data in confidence in accordance with the terms of this agreement.
  2. We agree to use your data solely for the purpose of providing the telephony service described in this agreement. For more information, as to our obligations to protect your personal data, you can request a copy of our privacy policy or read it online.  
  3. Assignment: We may assign all or part of the Terms of Service without such assignment being considered change to the Terms of Service, and without notice to you. We are then released from all liability. You may not assign the Terms of Service without our prior written approval.
  4. Indemnity: You agree to indemnify and hold RightCall and its subsidiaries, affiliates, officers, agents or other partners, and employees, harmless from any claim or demand, including without limitation attorneys' fees, made by any third party due to or arising out of your (a) use of the Site or RightCall services including without limitation posting and submitting of any material, (b) connection to the Site or RightCall services, (c) violation of the Terms of Service, or (d) violation of any rights of another person or entity.
  5. Applicable Law and Competent Court: The Terms of Service shall be governed by and construed in accordance with the laws of England and Wales. Any legal proceedings arising out of or relating to the Terms of Service or your relationship with RightCall will be exclusively subject to the jurisdiction of the English Courts.
  6. Entire Agreement: These Terms of Service represent the entire agreement between you and RightCall Telecom Limited and supersede all prior offers, contracts, agreements and representations. The Terms of Service supersede all promises made to you by our client services agents, representatives or employees. If any part of the Terms of Service is found invalid, the balance remains enforceable.
 
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