Terms and Conditions

Terms and Conditions

Introduction
VoIP PBX Express exclusively supports hardware provided by our company. By using our services or purchasing our equipment, you acknowledge and agree to the terms and conditions outlined in this agreement between VoIP PBX Express.cloud, LLC and its customers. We reserve the right to refuse service to any individual or business.

Standard Project Information

  • System Processing: We begin processing your system as soon as full payment is received. Upon payment, a project manager will contact you to discuss system details and coordinate a site survey. Using the information you provide, we will pre-configure your phone system to ensure a smooth setup.
  • Remote-Assisted Installation: After delivery, we offer remote-assisted installation service calls. Setup instructions and installation information will be provided after your order is shipped. Installation requests are processed Monday through Friday, 7 AM–4 PM PST, and are scheduled by appointment or on a first-come, first-served basis.
  • Safe-Net Service:
    • Safe-Net is a one-year service and warranty maintenance agreement, billed monthly with no refunds.
    • Each new system includes one year of complimentary Safe-Net coverage, which provides:
      • Configuration assistance
      • Basic troubleshooting
      • Technical support
      • Replacement or repair of defective parts
    • After the initial year, customers can renew Safe-Net for continued support. SIP Express phone service subscribers receive Safe-Net as part of their plan at no additional cost.

VoIP PBX System Includes:

  • PBX Router
  • POE Switch (as needed)
  • IP Phones
  • Voicemail & Auto Attendant

Placing Orders

  • Web Store Orders: Please allow up to 24 hours for order confirmation and any necessary information gathering.
  • Phone Orders: Payments are processed the same day, and you will receive an invoice and receipt.
  • Customized System Orders: Once you accept a proposal, an invoice with online payment options will be provided.

Orders & Payments

  • Orders are processed upon full payment.
  • Accepted Payment Methods:
    • Credit or Debit Cards: All major credit and debit cards are accepted.
    • ACH/Wire Transfers: Secure electronic payments via ACH or wire transfer.
    • Checks: Order processing begins after check clearance.

Shipping & Installation

  • Orders typically ship within 10 business days unless otherwise specified.
  • Expedited shipping is available upon request (additional costs apply).
  • Remote-assisted installation is available by appointment, processed Monday–Friday, 7 AM–4 PM PST.

Customer Responsibilities

  • Provide accurate information for system configuration.
  • Follow proper setup procedures as outlined in the documentation.
  • Provide VoIP PBX Express with access to equipment, software, and services for installation, maintenance, updates, and fault prevention.
  • Report any issues promptly through the appropriate communication channels.
  • Notify VoIP PBX Express of changes affecting the PBX system (e.g., staff connecting mobile devices to the network).

Note for SIP Trunking Customers:

  • Obtain an unused public static IP address exclusively dedicated to the PBX.
  • Ensure the private voice subnet is protected by a firewall.
  • Implement network security best practices, including firewalls and VPNs, to protect VoIP infrastructure from unauthorized access, fraud, or cyber threats.
  •   VoIP PBX Express will program the system with its best security practices but is not liable for security breaches.

Supplier Responsibilities

  • Ensure all equipment is accurately configured, cleaned, and tested before delivery.
  • Provide secure and reliable remote PBX access connections.
  • Maintain clear, timely, and professional communication with customers.
  • Offer a 1-year warranty and support with every installed system.
  • Promptly address and resolve any issues under warranty terms.

Warranty

  • All installed systems include one year of Safe-Net coverage, covering system modifications and equipment failures.
  • SIP Express subscribers receive warranty and support until service cancellation.
  • Faulty or defective hardware is replaced under the one-year replacement warranty or under paid replacement terms.

Safe-Net Equipment Maintenance Plan

  • Every system includes one year of complimentary Safe-Net coverage, which provides:
    • Configuration assistance
    • Basic troubleshooting
    • Technical support
    • Replacement or repair of defective parts
  • After the initial year, customers may renew the plan for continued support. To activate the paid plan, customers must accept the proposal and ensure timely monthly payments.
  • Safe-Net is a one-year service and warranty maintenance agreement.   Billing is monthly and will renew automatically after one year.  Customers may cancel anytime with written notice and billing will continue until the year is completed.

Customer Support Policy

  • We support only systems and Cisco phones provided by VoIP PBX Express.
  • Technical Support Includes: Services to ensure proper system operation and functionality.
    • First-Year Coverage: Moves, adds, and changes are complimentary under the Safe-Net plan.
    • Post-Year Coverage: Moves, adds, and changes require an active Safe-Net service or SIP Express contract.
  • To request service, submit a request through our website. Ensure someone is onsite to test any changes.

9. Service Limitations

  • The company does not support third-party hardware.
  • The company is not liable for service interruptions caused by network outages, power failures, or customer misconfigurations.

10. Returns/Refund Policy

  • Service Work: Non-refundable.
  • Equipment Warranty: Covers damaged or non-functioning items for one year from the delivery date or as outlined in extended warranty agreements.
  • Return Fees:
    • Returns within 30 days of receipt incur a 35% restocking fee.
    • Returns after 30 days incur a 50% restocking fee.
    • No returns are accepted after 60 days.
  • Return Process:
    1. Obtain an RMA number within 30 days of receipt. Returns without an RMA number will not be accepted.
    2. Include all original packaging and accessories.
    3. Use a trackable shipping service and retain shipping receipts.
  • Return processing takes 5–7 business days upon receipt. Refunds are processed within 10 business days and may take up to two billing cycles to appear in the customer's account. Shipping and handling fees are non-refundable.

11. Dispute Resolution

  • All disputes shall be resolved through binding arbitration under the rules of the American Arbitration Association.
  • This agreement shall be governed by and interpreted in accordance with the laws of the State of Washington. Arbitration will be conducted in Washington State. Each party is responsible for its own arbitration fees.

12. Termination of Service

  • VoIP PBX Express reserves the right to terminate services for non-compliance with these terms or actions deemed harmful to the company or other customers. Customers will have 30 days to address the issue before termination is enforced.

13. Data Protection Compliance

  • VoIP PBX Express complies with all applicable data protection regulations, including GDPR. Customers have the right to access, modify, or request deletion of their personal data.

14. Amendments

  • The company reserves the right to update these terms at any time. Continued use of services constitutes acceptance of any modifications.