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.

These Terms apply to every product on the Platform, whether paid per use, by subscription or by monthly plan. Where a section names a product, it adds to the general sections and does not replace them.

No product on the Platform can be used to call emergency services. Calls to 999, 112, 911 and other emergency numbers are not supported and may be refused or fail.

The Platform is not a replacement for a telephone service that can reach emergency services. You must keep another way of calling emergency services, and make sure your staff, your customers and anyone who uses a service you provide through the Platform know this. We are not liable for any loss, injury or death caused by being unable to reach emergency services through the Platform.

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.
• Business SIP trunking. Monthly plans with included minutes for business phone systems.
• Caller ID testing, CLI Check and RouteWatch. Pay-as-you-go test calls to real handsets that report which caller ID arrived, monthly testing plans, and monitoring of routes over time.
• 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, limit and retire products and features at any time. Where it is practical we tell you before retiring a paid feature you use, but we do not have to. If we retire a subscription or monthly plan you have paid for, we refund the unused part of the period you paid for.

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.
• We can pause, reroute, rate-hold, delist or withdraw any route or listing at any time, as set out in Rate changes and route holds.

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

Rates can change at any time, without notice. This applies to every product: route rates, origin prices, number and setup charges, Switch and other subscription prices, monthly plan fees, included minutes, tests and other allowances, per-minute and per-test charges, and our platform fees. A new rate or price takes effect as soon as it is published on the Platform, shown in your dashboard or sent to you by email, whichever is first. We may give notice of a change, but we do not have to, and notice given once does not oblige us to give it again.

• Which traffic a new rate applies to. A new rate applies to calls and messages billed after it takes effect. A call that is in progress when a rate changes may be charged at the new rate. Where a change cannot be applied to a call already in progress, it applies from your next call.
• Your route is paused when its rate rises. If the rate you pay on a route goes up while you have bought it, including when a seller raises a price or a pricing error is corrected, your traffic on that route is paused (a “rate hold”). No traffic is carried on a held route until you accept the new rate in your dashboard or choose another route. We can also pause, reroute or hold a route for any other rate change.
• Routes can be paused or withdrawn. We can pause, rate-hold, reroute, delist or withdraw any route, listing, destination or number range at any time, including while you are sending traffic on it, for example after a rate change, a supplier change, a quality or caller ID problem, a failed test, suspected fraud or a legal or regulatory requirement. Sellers can also pause or withdraw their own listings.
• Origin prices. Some routes have a lower price for calls with a valid caller ID from a particular origin, such as the European Economic Area. That price applies only when the caller ID qualifies. Otherwise, and whenever an origin price is withdrawn, calls are charged at the route’s international price.
• Supplier prices and surcharges. Many prices depend on upstream carriers and suppliers, who can change their rates, add surcharges or change how they treat caller ID at any time. We and sellers can pass those changes on straight away.
• Pricing errors. If a price is wrong, whether the error is ours or a seller’s, we can correct it immediately, including for traffic already carried, and charge or credit the difference to the accounts affected. A price that is obviously wrong, such as one far below the usual market price for a destination, is not binding on us or the seller.
• Using a service after a change means you accept it. If you do not accept a new rate or price, stop using the route or product before sending more traffic or before it next renews.

We are not liable for lost traffic, revenue, customers or profit, or any other loss, caused by a rate change, a rate hold, or a route being paused, rerouted, delisted or withdrawn. You are responsible for having other routes in place if you need traffic to keep flowing.

• You must honour the rate, billing increment and route type that applied when traffic was sent to your route. You cannot reprice traffic already carried, except to correct an error we agree.
• A rate change you make takes effect when the Platform applies it, which may be later than the time you ask for, for example when the Platform gives buyers notice or places them on a rate hold.
• Your list prices must cover what the traffic costs you. If you upload a wrong price, we can correct it and apply the correction at once.
• We set the platform fees, the listing rules and the tests a route must pass before or after it is listed, and can change them at any time.
• We can refuse, hide, pause or delist a listing at any time, including for poor quality, wrong caller ID handling, failed tests, buyer complaints, inaccurate details or suspected fraud.
• We can hold, reduce or reverse your earnings and payouts for traffic that is disputed, unbilled, reversed or that we reasonably believe is fraudulent or artificial, until the matter is resolved.

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.

Plan prices, channel limits and what each plan includes can change under Rate changes and route holds. Marketplace routes you use through the Switch are priced, held and paused in the same way as any other marketplace purchase.

• Business SIP trunking plans are charged monthly in advance from your balance. Each plan sets its included minutes, channels and call rate limits. Calls beyond the included minutes, and calls to destinations a plan does not include, are charged from your balance at the rates shown for your plan.
• Business SIP trunking does not support emergency calls (999, 112, 911 or any other emergency number). You confirm when you subscribe that you understand this and will keep another phone line for emergencies.
• Calls to the United States and Canada, and to short codes, are not supported unless we approve them for your account in writing.
• Outgoing calls must present a caller ID that is one of your numbers on the trunk or a caller ID you have verified with us. Calls without a permitted caller ID can be refused or sent with your default number.
• If a monthly payment cannot be taken, calls on the trunk can be refused until it is paid. Plan fees, included minutes and rates can change under Rate changes and route holds.

• Pay-as-you-go caller ID tests are charged per test from your balance, at the price shown before you run the test. CLI Check and RouteWatch plans are charged monthly, with the tests and monitors each plan includes, and any use beyond the plan is charged at the rates shown for it.
• A test result shows what happened on that call at that time, on that network. It is not a promise that later calls will deliver the same caller ID, connect, or reach the same quality.
• We do not guarantee caller ID delivery, answer rates (ASR), average call duration (ACD), post-dial delay (PDD), audio quality or availability on any route or product, including routes that have passed our tests or carry a verification label.

• 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. The rate can change at any time, without notice, because it depends on what the carriers in the call path pay, and the new rate applies from the moment it is shown in your dashboard.

• Prepaid balance. Services are prepaid unless we agree credit terms with you in writing. Usage is paid from your balance, and you must keep enough in it to cover your traffic. 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 current price of a route, number, plan or feature is shown in the Platform. Sellers set route prices. Any price can change at any time, without notice, as set out in Rate changes and route holds.
• Billing increments and minimums. Calls are billed by the second, rounded up to the billing increment and minimum duration of the route or plan (for example 60/60, 60/1, 6/6 or 1/1). Messages are billed as shown for the route. Minimum charges, setup charges and monthly fees apply where shown.
• 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. Your balance can fall below zero, for example when a call runs past the amount reserved for it, after a reversed payment, a correction or a chargeback. You must pay the difference promptly. We can take it from your next top-up, your earnings or any payout, and can refuse traffic until it is paid. You also pay our reasonable costs of collecting overdue amounts.
• Set-off. We can set off any amount you owe us, including charges, corrections, fines and investigation costs, against your balance, earnings or any payout due to you.
• Our records are final. Charges are calculated from our call detail records (CDRs), message records and ledger. These are the final record of usage and prevail over any records you keep. Disputes about call or message charges must be raised within 7 days, as set out in the Settlement and Disputes policy, or the charges are treated as accepted.
• 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, prices, plans and allowances at any time, without notice. A change takes effect when it is published on the Platform, shown in your dashboard or sent to you by email. It does not apply to charges already incurred, except to correct a pricing error.

• 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.

Fraud and artificial traffic are prohibited. This includes international revenue share fraud (IRSF), traffic pumping, artificially inflated traffic, calls or messages generated to earn revenue, Wangiri, unlawful robocalls, and spoofing or presenting a caller ID you are not entitled to use.

If we reasonably believe traffic on your account is fraudulent, artificial or unlawful, we can, without notice:

• block the traffic and suspend the account, route, trunk, number or campaign involved;
• withhold earnings, revenue-share payouts and withdrawals linked to it;
• reverse or claw back earnings and payouts already credited or paid for that traffic;
• charge you for the traffic, and for any fines, penalties, surcharges or withheld payments that carriers or regulators impose on us because of it; and
• charge you our reasonable costs of investigating it.

We can suspend or limit an account, route, trunk, number, campaign or specific traffic, immediately and without notice 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;
• you have not provided identity or business information we asked for; or
• a carrier, supplier, 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 are not liable for any loss caused by a suspension made under these Terms.

You are responsible for making sure your traffic, and your customers’ traffic, complies with the law and the rules of every regulator in the countries you call from, call to or message. This includes:

• caller ID rules, such as those of Ofcom in the United Kingdom, including presenting only valid, dialable caller IDs you have the right to use;
• consent, do-not-call and marketing rules for calls, automated calls and messages;
• call recording, privacy and data protection rules;
• STIR/SHAKEN and robocall mitigation rules for the United States; and
• identity and business checks (KYC) on your own customers.

Some routes require a valid caller ID, and calls without one can be refused or charged at a different price. Some destinations, including the United States and Canada, are available only on request and after our review, and we can refuse a request without giving a reason. Identity verification is required before some products, such as phone numbers, can be used.

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. We do not guarantee caller ID delivery, answer rates, call duration, post-dial delay, audio quality, message delivery or the results of any test. The Platform is not a replacement for ordinary telephone service and must not be relied on for emergency calls (see No emergency calling).

Routes on the exchange are provided by sellers and their upstream carriers. Route details, labels, test results and market data on the Platform are given for information and may be out of date.

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. We are also not liable for lost or blocked traffic, or lost revenue or customers, caused by a rate change, a rate hold, a paused, rerouted or withdrawn route, a supplier or carrier failure, a caller ID problem or a suspension under these Terms.

Our total liability to you for all claims arising from these Terms or the Platform is limited to the greater of the platform fees, subscription charges and plan fees you paid us in the 1 month before the event giving rise to the first claim, and US$100. Amounts you paid for route charges that are passed on to sellers or carriers do not count towards this limit.

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, penalties, losses and costs (including reasonable legal fees) brought by third parties, carriers or authorities that arise from your traffic, your content, your customers on the Switch or any other product, fraudulent or artificial traffic on your account, 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 suspend or close your account, or stop providing any product to you, at any time and at our discretion, with or without notice and with or without giving a reason. 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 change these Terms, and the policies they refer to, at any time. A change takes effect when the updated version is published on this page, unless we say it takes effect later. The version and date at the top of this page show which version applies. We may also tell you about a change by email or in your dashboard, but we do not have to. Using the Platform after a change takes effect means you accept the updated Terms. If you do not accept a change, stop using the Platform and close your account.

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 legal@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, price changes or withdrawal of service by other carriers and suppliers, power or network failures, cyber attacks, fraud attacks, pandemics, war, sanctions or government or regulatory 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 legal@packetexchange.io.

Legal notices and law enforcement requests

legal@packetexchange.io

Privacy and support

support@packetexchange.io

Abuse reports

abuse@packetexchange.io