Terms & Conditions

1. AGREEMENT OVERVIEW

By using Platinum Communication Solutions’ VoIP services, you agree to the terms in this document, along with:

• The service order or quote we sent you

• Any approved changes to your services (like added extensions)

• Our billing, support, and cancellation policies

This agreement starts the moment you:

1. Accept our quote or sign up electronically

2. Use our services

3. Submit a service request

This contract replaces any previous conversations or informal agreements.

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2. DEFINITIONS

• Device: Any hardware (phones, adapters, routers) we provide or lease to you.

• Documentation: Any user guides or instructions we give you online or in writing.

• Services: Everything we provide to you, including phones, extensions, support, and all features tied to your plan.

• Software: Any programs we license to you as part of your service.

3. CHANGES TO TERMS AND PRICING
We may update these Terms or our pricing when needed—for example, to reflect regulatory changes, cost increases, or new features. When we do:

• We'll post the new version on our website

• The changes take effect on the posted date

• If you're under a contract with a minimum term, your pricing won’t change during that term—unless you add services or request changes.

By continuing to use our services after updates are posted, you agree to the new terms. If you disagree, you can cancel per our cancellation policy.

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4. CUSTOMER REPRESENTATIONS.

You represent and warrant that your primary residence or business address is in the United States. You represent and warrant that you are at least eighteen (18) years of age or, as applicable, the age of majority in the country, state or province in which you reside, and that you possess the legal right and ability to enter into this Agreement. You represent and warrant that your name, user name, contact information and registered location are true and correct and if for business use, you are authorized to act on behalf of your company. You understand that Platinum Communication Solutions relies on the information you supply and that providing false or incorrect information may result in Service provisioning and delivery delays, the suspension or termination of your Service and the inability of a 911- dialed call to be correctly routed to emergency service personnel, as further explained below. You agree to promptly notify Platinum Communication Solutions whenever your personal or billing information changes (including, but not limited to, your name, address, e-mail address, telephone number, and payment method, including credit card number and expiration date, if applicable). You agree to be financially responsible for your use of the Service as well as for use of your account by others.

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5. USE OF SERVICE AND DEVICE

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Business Use Only
Our services are designed for business and home office use—not personal or residential use. You may not resell, share, or transfer your service without our written approval. If we find out you're using it for non-business purposes, we may change your plan, restrict your account, or cancel service.

What You Can’t Do
You agree not to:

• Copy, modify, or reverse-engineer our software or systems

• Use the service for anything illegal or outside your business

• Disable or tamper with any built-in security features

• Use our services to host or process work for someone else’s business

Your Responsibility
You’re responsible for everything done on your account, even if someone else is using it. You agree to protect your passwords and account details. Don’t share your MAC address or login—those are used to authenticate your service.

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Using Our Service Outside the U.S.
We only support use inside the U.S. If you use the service or device in another country, you’re on your own. That use might break local laws, or your internet provider may block it. If that happens, we aren’t responsible—and you agree to cover any costs or legal issues that come from it.

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Account Ownership
The account belongs to the person or business that signs up. If no business is listed, the account belongs to the person who paid. Ownership changes must be backed up with legal documents. If there’s a dispute and we can’t verify the rightful owner, we may suspend or cancel service.

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Toll-Free Calling
Our “unlimited” toll-free calling applies only to incoming calls from U.S. numbers.

Multiple Locations or Sub-Accounts
If your business uses multiple locations or sub-accounts, some users may be able to see data from other sites (like call records or personal details). You agree to take responsibility for that access and to protect private data across your entire account.

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6. LOCAL NUMBER PORTABILITY (LNP)

If you're moving your current phone number to Platinum Communication Solutions, here's how it works:

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What We Need From You:
To transfer your number, you must:

• Prove you own the number (typically by submitting a recent phone bill)

• Sign a Letter of Authorization (LOA)

• Provide any other info your current carrier requires

Delays can happen if we don’t get all the required documents, or if your current carrier doesn't cooperate. While we do our best, we can’t guarantee the timing, and we’re not responsible for delays outside our control.

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Activation Timing:
You’ll get a temporary number to use until your existing number is successfully transferred. You can place and receive calls using this number in the meantime.

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Limitations:
We reserve the right to refuse to port a number if our system doesn’t support that area code or carrier.

Unauthorized Port-Outs:
If someone fraudulently ports your number away from us (aka “slamming”), we’ll do our best to help—but recovery is not guaranteed. You agree we are not liable for losses or interruptions caused by unauthorized transfers initiated by third parties.

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7. OUR SERVICE IS NOT TRADITIONAL PHONE SERVICE​

Platinum Communication Solutions provides VoIP (Voice over Internet Protocol) services. While these offer great flexibility and cost savings, there are important differences, especially when it comes to 911 emergency calling.

 911 Calling – What You Need to Know

Our VoIP phones can call 911, but:

• You must register your physical address for each phone number. This is where emergency services will be sent.

• If you move your phone or device to a different location and don’t update the address, 911 calls could go to the wrong dispatch center.

• Some dispatch centers will not see your phone number or location automatically. You may have to explain where you are during the call.

• 911 won’t work on unregistered numbers or numbers that haven’t been activated for emergency calling.

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What to Do:
✔ Register each number’s address when setting up service
✔ Update the address if a device is moved
✔ Tell employees or anyone using your phones how to call 911 safely

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Situations Where 911 May NOT Work

911 services may not work, or may be limited, if:

• There is a power outage

• Your internet connection is down

• Your ISP blocks VoIP ports

• Your account is suspended for nonpayment

• You're using a softphone or third-party app

• You haven’t registered or updated your location

International Use = At Your Own Risk

We do not support emergency calling outside the United States.
If you use our service from another country, emergency services will not be reachable—and you may be violating local laws. We do not offer support or legal cover for international use.

Liability & Your Responsibility

• You are responsible for informing anyone using your phones (staff, contractors, etc.) about these 911 limitations.

• We are not liable for any damages, injuries, losses, or legal claims resulting from:

  • Failure to reach 911

  • Incorrect routing of emergency calls

  • Use of unsupported devices

  • Outdated or unregistered address information

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If these limitations are a concern for your business, we recommend maintaining a backup mobile phone or landline for emergency use.

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7.1 SERVICE LIMITATIONS AND COMPATIBILITY DISCLAIMERS

While our VoIP service is reliable for everyday business communication, there are some built-in limitations compared to traditional phone lines:

No Operator-Assisted or 0+ Calling

• Our service does not support operator-assisted calls, collect calls, calling card access, 900 numbers, or 0+ dialing.

• Access to special numbers like 311, 511, and other X11 codes may not be available in some locations.

No Directory Listing

• Phone numbers provided by Platinum will not appear in printed or online directories.

• If you transfer a number from another carrier, it may retain its original directory status based on your previous provider’s listings.

Limited Compatibility With Non-Voice Equipment
Our VoIP service may not work properly with devices or systems that depend on standard telephone signals, such as:

• Alarm and security systems that dial out automatically

• Elevator emergency phones

• Medical monitoring devices

• Some satellite TV systems or digital set-top boxes

• Fax machines or dial-up modems

By using our service, you acknowledge and accept that these systems might not work and waive any claims related to loss of functionality for such equipment.

Internet Modem or ISP Restrictions
Some cable or broadband providers may supply modems or routers that block or interfere with VoIP services.
We don’t guarantee compatibility with every internet provider or third-party modem, and we’re not liable for performance issues caused by your ISP’s network configuration.

Use Outside of the United States

As mentioned earlier, our service does not provide 911 or emergency access outside the U.S.
If you use our phones or services internationally:

• You do so at your own risk

• We are not responsible for compliance with local telecom or emergency access laws

• We do not guarantee functionality abroad or offer international emergency support

Substitution or Discontinuation of Features

We may, at our discretion:

• Discontinue, replace, or change any feature, service, or functionality

• Do so without prior approval

If we remove a paid feature without offering a similar replacement, and y notify us in writing, we will adjust your bill for the specific value of that feature only.

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​​8: LENGHT OF SERVICES

8.1 Service Term

We provide the Service for the term that you have signed up for. Your term begins on the date you first placed the service order (the “Subscription Date”). This date is not based on device delivery, device activation, or first usage. You are purchasing the Service for the full commitment period stated in your signed quote or Service Order.

You agree that no verbal statements, delayed hardware shipments, or partial usage will shorten your contractual obligation.

8.2 Service Additions and Term Commitments

Any new services added to this Agreement—such as extensions, devices, user licenses, or features—will:

• Be billed at our current rates at the time of activation

• Carry a minimum service term of twelve (12) months from the activation date

• Be contractually bound under this Agreement as an addendum, even if agreed by phone or email

• Not modify, extend, or shorten the original Agreement term unless both parties agree in writing

You may not cancel or remove these additions before their minimum term ends without triggering early termination fees as defined in this Agreement.

8.3 Automatic Renewal

The Service will automatically renew for the same length as your original term, excluding promotional months or extended trials, unless:

• You submit a formal cancellation request at least thirty (30) days before your term ends

• We acknowledge and confirm your cancellation in writing

Renewal charges will be billed automatically to your saved payment method. If your payment method fails, we may continue to attempt collection and apply late fees or suspend services until resolved.

Failure to provide timely cancellation notice will result in renewal and continued billing without exception.

8.4 Our Right to Disconnect

We reserve the right to suspend, terminate, or disconnect your service at any time if:

• You violate any applicable law, or breach this Agreement or our Acceptable Use Policy

• You use fraudulent payment methods or dispute charges in bad faith

• You threaten, harass, or abuse any Platinum Communication Solutions staff or representatives

• We are directed to by law enforcement, a court order, or government agency

• You file for bankruptcy or legal action is taken against your business affecting this Agreement

• You initiate or join a class action or legal complaint against us

• You fail to pay your invoices by the due date, and no resolution is reached within 30 days

All charges owed at the time of disconnection become immediately due. We reserve the right to assign your account to collections and report it to credit bureaus.

8.5 Termination of Service

To terminate the Service, you must:

• Submit your request by email to support@platinumcs.net or by calling 903-405-3445

• Provide a minimum of thirty (30) days advance notice

• Include your account holder name, business name, service address, and requested cancellation date

Cancellations are not final until you receive written confirmation from Platinum Communication Solutions. If confirmation is not received within 3 business days, you must follow up to avoid renewal.

Accounts with unpaid balances, unreturned devices, or contractual obligations will not be canceled until all items are resolved. Any prepaid charges are non-refundable. We do not issue prorated credits or refunds for partial billing cycles.

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