Cloudhook Communications LLC – Terms and Conditions

Effective Date: 01/01/2023
Last Updated: 08/01/2025

These Terms and Conditions (“Agreement”) govern the provision of managed voice services (“Services”) by Cloudhook Communications LLC (“Cloudhook,” “we,” “us,” or “our”) to the customer (“Customer,” “you,” or “your”). By using our Services, you agree to the terms outlined below.

1. Services Provided

Cloudhook provides managed voice services, including but not limited to:

  • Voice over Internet Protocol (VoIP) calling

  • Phone number assignment and management

  • Hosted PBX features and support

  • Ancillary services as agreed in a separate Service Order

All Services are delivered subject to applicable federal, state, and local laws, and the rules of the Federal Communications Commission (FCC).

2. Customer Responsibilities

  • Maintain adequate high-speed Internet service for voice functionality.

  • Ensure proper use of Services in compliance with all applicable laws, including those governing telemarketing, robocalling, and prohibited uses.

  • Protect account credentials, devices, and networks connected to Cloudhook Services from unauthorized use.

  • Pay all invoices in accordance with Section 6 (Billing & Payment).

3. Regulatory Disclosures

  1. Emergency Services (E911): VoIP services are subject to limitations compared to traditional telephone services. E911 may not function during Internet or power outages, equipment failure, or service suspension for nonpayment. Customers are responsible for maintaining alternative access to emergency services.

  2. Caller ID and Numbering: Caller ID information may not always transmit accurately. Cloudhook complies with the FCC’s STIR/SHAKEN framework to reduce caller ID spoofing.

  3. Lawful Use: Customer shall not use Services for fraudulent, abusive, unlawful, or deceptive purposes. Cloudhook reserves the right to suspend or terminate Services for violations.

4. Acceptable Use & Marketing Restrictions

  • Prohibited Auto-Dialing & Robocalls: Customer shall not use Cloudhook Services for auto-dialing, predictive dialing, robocalls, or any other automated outbound calling practices.

  • Marketing Restrictions: Any use of Services for telemarketing or promotional purposes beyond normal business communications with known clients or established contacts requires prior written approval from Cloudhook.

  • Disclosure Obligation: Customers must disclose any intended marketing use of Services to Cloudhook before execution.

  • Violations: Failure to comply with this section may result in immediate termination of Services, forfeiture of assigned numbers, and the imposition of penalties, in addition to any remedies available under law.

5. Telephone Numbers

  • Telephone numbers assigned to Customer remain the property of Cloudhook or its underlying carriers.

  • Upon termination of Services, Customers may request to port their number to another carrier in accordance with FCC local number portability rules.

  • Abandoned Numbers: If a port request is not initiated within 45 days after account termination, the number may be permanently reassigned per FCC regulations, and Customer shall have no further rights to such number.

6. Term & Termination

  • Either party may terminate Services upon written notice in accordance with the Service Order.

  • Cloudhook may immediately suspend or terminate Services for:

    • Nonpayment beyond the periods stated in Section 7

    • Fraudulent, unlawful, or unauthorized marketing use

    • Violation of this Agreement or applicable regulations

7. Billing & Payment

  • Services are billed monthly in advance, with invoices due upon receipt.

  • Payments not received within 30 days of invoice date are considered past due.

  • Accounts past due for 60 days are subject to immediate service suspension and termination.

  • Reactivation may require full payment of outstanding balances plus reinstatement fees.

8. Service Availability & Limitations

  • Services are provided on a commercially reasonable efforts basis.

  • Cloudhook does not guarantee uninterrupted or error-free service.

  • Outages may occur due to Internet provider issues, power failures, equipment malfunctions, or force majeure events outside Cloudhook’s control.

9. Limitation of Liability

  • Cloudhook shall not be liable for indirect, incidental, consequential, or special damages, including loss of profits or business interruption.

  • Cloudhook’s maximum liability for direct damages shall not exceed the total amount paid by Customer in the three (3) months prior to the claim.

10. Indemnification

Customer agrees to indemnify, defend, and hold harmless Cloudhook, its affiliates, and employees from any claims, damages, liabilities, or expenses arising from:

  • Customer’s misuse of the Services

  • Failure to comply with laws or this Agreement

  • Third-party claims related to Customer’s communications

11. Governing Law & Dispute Resolution

This Agreement shall be governed by and construed in accordance with the laws of the State of [Insert State], without regard to conflict of law principles. Disputes shall be resolved by binding arbitration in [Insert County/State], unless otherwise prohibited by law.

12. Amendments

Cloudhook reserves the right to update these Terms and Conditions at any time. Updates will be posted to our website, and continued use of Services constitutes acceptance of the updated terms.

13. Entire Agreement

This Agreement, together with any Service Orders or addenda, constitutes the entire agreement between Customer and Cloudhook and supersedes all prior understandings.

By using our Services, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.