Terms of Service

These Terms of Service (the “Terms”) are an agreement between you and Minutes Network FZ-LLC (“PacketExchange”, “we” or “us”). They apply when you create an account, sign in, use our API or otherwise use any part of the platform at packetexchange.io (the “Platform”).

The Terms include the documents they refer to: the Acceptable Use Policy, the Settlement and Disputes policy and, where we process personal data on your behalf, the Data Processing Addendum. Our Privacy Policy explains how we handle personal data about you. If a contract signed by both of us conflicts with these Terms, the signed contract applies to the point it covers.

If you accept these Terms for a company or other organisation, you confirm you have authority to bind it, and “you” means that organisation.

The Platform is built for businesses: carriers, resellers, contact centres, software companies and other professional users of telecoms. You may use it only for business purposes, and you must be at least 18.

You may not use the Platform if you, or anyone you act for, are subject to sanctions administered by the United Nations, the European Union, the United Kingdom or the United States.

• Give accurate registration details and keep them up to date.
• Keep your password, two-factor codes, API keys and SIP and SMPP credentials secure. Anything done with your credentials counts as done by you, including actions by team members you invite, API keys you create, and software or AI agents you connect.
• Tell us straight away at support@packetexchange.io if you think your account or credentials have been compromised. Charges incurred before you tell us remain payable.
• We can ask for information to confirm who you are and what your business does, at sign-up or later, including before enabling withdrawals, raising limits or activating some destinations and phone numbers. We can restrict an account until that information is provided.

The features available to you depend on your account and settings. They include:

• The exchange. Sellers list wholesale voice and SMS routes with their prices and terms. Buyers buy them and send traffic over their own SIP trunk or through our API.
• The Switch. A subscription for running your own carrier business on our infrastructure, with your own suppliers, customers, rate decks, routing and billing.
• Phone numbers. Numbers in many countries that receive calls and messages, with voicemail, call recording, call menus and forwarding.
• The dialer and AI voice agents. Outbound campaigns, including calls where an AI voice agent talks with the person on the line.
• Caller ID testing. Test calls to real handsets that report which caller ID arrived.
• Revenue-share numbers. Numbers that earn you a per-minute rate on genuine inbound calls.
• The API, webhooks and MCP server. Programmatic access for your own software and AI agents.

We add, change and retire features over time. Before retiring a paid feature you use, we give you reasonable notice, unless legal, security or supplier reasons force us to act sooner.

We run the marketplace and the switching and billing behind each trade. Unless we say otherwise for a specific product, we are not the seller of routes listed by other members.

• Sellers are responsible for accurate listings and for delivering the quality, route type and caller ID handling they advertise.
• Buyers are responsible for the traffic they send, including consent, caller ID and the law in every country they call.
• We do not guarantee the quality, availability or delivery of any route. Test a route before sending volume. Some testing tools are free and some are charged; any charge is shown before you run the test.
• Purchases of United States voice routes need a completed compliance profile, including your STIR/SHAKEN details, and our review before traffic can flow.
• We block calls to some destinations for fraud and sanctions reasons and can add others at any time.

How usage is rated, settled and disputed is set out in the Settlement and Disputes policy.

The Switch is a monthly subscription, charged in advance to your card through our card payment processor. The current plans are:

Every plan can be started from your dashboard. A plan pays for the Switch itself: it is a flat monthly price with unlimited minutes switched and no per-minute switching fee, and each plan’s limit is the number of concurrent calls. Calls beyond that limit are refused. The plan does not include call termination: calls you send out are charged separately, by your own suppliers or at the price of the routes you buy on the marketplace. More than 25,000 concurrent channels, or different terms, are arranged with our sales team, and a signed order can set different figures. Accounts that subscribed before these plans existed keep the terms they signed up on until we agree a change with them.

Free trial. A free trial of the Switch, normally 30 days, is available on application to an account that has never had the Switch. You apply with your company details and expected traffic, and we decide whether to offer a trial, on which plan and for how long; we do not have to give a reason. No card is needed during a trial, and the plan’s channel limit applies. When the trial ends the Switch turns off unless you have subscribed to a plan. If you subscribe during a trial, your card is first charged on the day the trial ends (or straight away if it ends within two days). There is one trial per account.

You can cancel at any time from Manage billing in the Switch. The Switch stays on until the end of the period you have paid for, and the unused part is not refunded. When a trial or subscription ends, or a renewal payment fails, the Switch turns off and stops carrying calls.

When you use the Switch you run your own business. Your contracts with your customers and suppliers are between you and them. You are responsible for your customers’ traffic and their compliance with the law and the Acceptable Use Policy, for any credit you give them, and for collecting what they owe you. We provide the tools and are not a party to those arrangements.

• Numbers are charged monthly in advance from your balance, plus a setup charge where one applies. The price is shown before you buy.
• Auto-renew is on unless you turn it off. If your balance cannot cover a renewal, the number is suspended, and it is released if it stays unpaid past the grace period.
• Releasing a number stops it working immediately, and the current month is not refunded. Turning auto-renew off instead keeps the number until the paid month ends.
• Some countries require identity or address documents before a number can be activated. The details you give are passed to the carrier that provides the number and must be true.
• Numbers are assigned to you for as long as you pay for them; you do not own them. We or the carrier can withdraw a number if the law, a regulator or the carrier requires it, or if it is used in breach of these Terms.

• Call recording and voicemail are off until you turn them on for a number. If you turn recording on, you are responsible for telling callers and getting any consent the law requires. The recording announcement is on by default.
• Recordings and voicemails are deleted automatically when the retention period set for the number ends (30 days unless you change it). If you choose to keep them with no time limit, they stay until you delete them.
• AI voice agents are charged per minute at the rate shown in your dashboard. You are responsible for what your agents say, for telling people they are speaking with an AI where the law requires it, and for having consent to place automated or artificial-voice calls.
• To run an AI voice call, the call audio and the conversation are processed in real time by specialist speech and AI providers. The audio is not saved as a recording unless you have turned recording on for that number.

• Earnings are paid only on genuine calls from real people who chose to call. Calls that are generated, incentivised, looped, autodialled or otherwise artificial earn nothing.
• We can hold earnings while we review traffic, reverse earnings from traffic we reasonably find to be artificial, take back the numbers and close the account.
• The rate and payment terms are shown when you take a number. Rates can change for future calls after notice in your dashboard.

• Prepaid balance. Most usage is paid from a prepaid balance. You can add funds by card (minimum $5), cryptocurrency (minimum $5) or bank transfer (minimum $100). Card payments are handled by our card payment processor, and we never see or store full card numbers.
• Prices. The price of a route, number, plan or feature is shown before you commit. Sellers set route prices and can change them for future traffic.
• Platform fees. On exchange trades we add a platform fee to the buyer’s charge: 0.5% of the route rate for traffic over your own SIP trunk, and 2% of the route rate, capped at $0.001 per call or message, for traffic through our API or dialer. Traffic between a Switch operator and its own customers carries no platform fee.
• Reserved funds. When a call starts we reserve enough balance to cover it, and settle the exact charge when it ends. Calls can be refused when your available balance is too low.
• Negative balance. If your balance falls below zero, for example after a reversed payment, you must pay the difference promptly.
• Taxes. Prices exclude taxes. Where tax applies we add it, and where the reverse charge applies you account for it. Keep the tax details in your settings accurate.
• Changes to our fees. We can change our own fees and prices. A change to something you already pay for takes effect at least 30 days after we tell you by email or in your dashboard, and never applies to charges already incurred.

• You can withdraw your available balance to a cryptocurrency wallet or by bank transfer. The minimum withdrawal is $50, and it applies both to your balance, including marketplace earnings, and to revenue-share earnings.
• Funds added by card can be spent straight away and can be withdrawn 7 days after the payment, to protect against reversed card payments.
• Withdrawals are reviewed before they are paid. We may ask for verification first, and can refuse or delay a withdrawal linked to fraud, an open dispute, a breach of these Terms or a legal requirement.
• If you dispute a card payment with your bank, we take the amount back from your balance and may restrict your account while the dispute is open.
• You can close your account from your settings once your balance and your revenue-share earnings are zero and no withdrawal or revenue-share payout is in progress. If your balance or your revenue-share earnings are below the withdrawal minimum, you can choose to give them up in order to close.

You must follow the Acceptable Use Policy. It prohibits, among other things, fraud, artificial traffic, unlawful robocalls, caller ID abuse and dealings with sanctioned parties.

We can suspend or limit an account, route, trunk, number, campaign or specific traffic, immediately where needed, if we reasonably believe that:

• it is being used for fraud or in breach of these Terms or the law;
• it puts the Platform, other members or the public at risk;
• an amount you owe has not been paid; or
• a carrier, regulator, court or law enforcement authority requires it.

Where it is safe and lawful to do so, we tell you why and what you can do to restore service. We can hold the settlement of traffic linked to a suspension until the matter is resolved.

We handle personal data about you as described in the Privacy Policy. When we carry calls and messages for you, or store recordings, messages and contact lists you put on the Platform, we process that data on your behalf under the Data Processing Addendum, which forms part of these Terms.

You are responsible for having the right to use the data you bring, such as the numbers in a dialer campaign, and for your obligations to the people it relates to.

We may use aggregated, de-identified traffic data, such as answer rates and prices by destination, to run, secure and improve the Platform and to publish market information. It never identifies you or any individual.

• Use the API and MCP server within their documented limits, and do not try to get around rate limits, permissions or billing.
• You are responsible for everything your software, integrations and AI agents do with your credentials, including purchases, top-ups and the calls and messages they send.
• Cryptocurrency payments, including x402 payments made by software agents, are final once confirmed on the blockchain and are credited to the account that requested them.

We run the Platform around the clock and publish its live condition, incidents and planned maintenance at packetexchange.io/status. Unless a signed agreement sets a service level, we do not promise that the Platform or any route will be uninterrupted, error-free or available at a particular capacity. Where possible, planned maintenance is announced on the status page in advance.

Support is available at support@packetexchange.io and from the support page in your dashboard.

The Platform, its software, design and content belong to us or our licensors. While your account is open, you have a limited, non-exclusive, non-transferable right to use it under these Terms. You must not copy, reverse engineer or scrape the Platform, or resell access to it, except where the law allows or through features we provide for that purpose, such as customer accounts on the Switch.

You keep your rights in your content, such as rate decks, listings, prompts and recordings. You allow us to host, copy, process and display it as needed to run the Platform for you and, for listings, to show them to other members. If you send us feedback, we may use it freely.

The Platform is provided “as is” and “as available”. As far as the law allows, we exclude all warranties and conditions not stated in these Terms, including merchantability, fitness for a particular purpose and non-infringement.

Telecoms traffic depends on networks we do not control. Calls and messages can fail, be delayed, be blocked by other carriers or arrive with a different caller ID. The Platform is not a replacement for ordinary telephone service and must not be relied on for emergency calls.

Nothing in these Terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law.

Subject to that, neither of us is liable to the other for loss of profit, revenue, business, goodwill or data, or for indirect or consequential loss. Our total liability to you for all claims arising in any 12-month period is limited to the greater of the platform fees and subscription charges you paid us in the 12 months before the first claim arose, and US$100.

These limits do not reduce your obligation to pay for usage, fees and charges, or your obligations under the indemnity below.

You will defend and compensate us, our staff and our suppliers against claims, fines and losses brought by third parties or authorities that arise from your traffic, your content, your customers on the Switch, or your breach of these Terms or the law.

You can stop using the Platform and close your account at any time from your settings, under the balance rules in Withdrawals, holds and chargebacks.

We can close your account with 30 days’ notice for any reason, or immediately for a serious or repeated breach of these Terms, for fraud, or where the law requires it. If we close your account for no fault of yours, we pay out your available balance even if it is below the withdrawal minimum, and refund the unused part of any Switch subscription period.

Terms that by their nature continue after closure do so, including amounts owed, the indemnity, the limitation of liability and the governing law.

We may update these Terms, and the version and date at the top of this page show which version applies. For material changes we give at least 30 days’ notice by email or in your dashboard before they take effect, unless a change is needed sooner for legal or security reasons. If you do not accept a change, you can close your account before it takes effect. Using the Platform after that date means you accept the updated Terms.

These Terms, and any dispute or claim arising from them or the Platform, are governed by the laws of the United Arab Emirates.

Before starting proceedings, tell us about the dispute at support@packetexchange.io, and we will both try in good faith to resolve it within 30 days. The courts of Dubai have exclusive jurisdiction, but either of us may seek urgent relief from any court that has jurisdiction.

• Whole agreement. These Terms and the documents they refer to are the whole agreement between us about the Platform.
• Transfer. You may not transfer your account or these Terms without our written consent. We may transfer them to a company that takes over the Platform or our business.
• Events outside our control. Neither of us is responsible for delay or failure caused by events beyond reasonable control, such as outages at other carriers, power failures, cyber attacks or government action. This does not excuse paying amounts due.
• Severability. If a court finds part of these Terms unenforceable, the rest remains in effect.
• No waiver. If we do not enforce a right straight away, we do not give it up.
• Notices. We send notices to the email address on your account or show them in your dashboard. Send legal notices to support@packetexchange.io.

Legal notices, privacy, abuse reports, law enforcement requests and support

support@packetexchange.io