TelTel SIA (a limited liability company with registered office in Garkalnes district, Lakstīgalu Street 4, Garkalne, LV-2137, Latvia, legal entity registration number: 40103143723, VAT payer number: LV40103143723), hereinafter the Operator, provides to its clients the right to use and access communication centre services along with customer support and telecommunication services.

The following terms and conditions constitute a legally binding contract (this "Contract") between you (“you” or “your”) and Operator, that governs all use by you of the teltel.io or teltel.lv website and other websites provided by Operator (the "Services") and any other services or products provided by Operator. If you use any Services or products provided by Operator, you are considered the Client.

The Operator and the Client, both hereinafter referred to as the Parties, and each separately – the Party, by following the will expressed by the Parties seriously, conscientiously and freely without deceit, constraint and fraud, enter into a contract on such content, hereinafter referred to as the Contract.

Client	Private or legal person which uses the Service. Client can operate as an operator and resell the voice traffic. If you use any Services or products provided by Operator, you are considered as Client.
Credit balance	Amount of money the Client credits to receive the Service. Positive credit – a service fee paid by the Client in advance. When having a negative credit balance – the Client owes money to the Operator.
Force majeure	Factors that are beyond the control of the Operator and limit the Operator to provide the Service, including, but not limited to: natural disasters, warfare, strikes, disturbances in public order, power supply disruptions, interruptions in the operation of other electronic communications networks, bans from state and local government institutions, administrative acts, hacker attacks.
Operator	Service provider – SIA “TelTel” with unified registration number 40103143723, registered office at Lakstīgalu Street 4, Garkalne, Garkalnes district, LV-2137.
Service	Services provided by the Operator, including, but not limited to: in‑voice calls, IP telephony, text messaging, speech recognition, email messaging, DID phone numbers.
Software	All software solutions are developed and used by the Operator to provide the TelTel Service, including the TelTel web user interface, software implementation, and call center software.
Contract	Telecommunication Contract between the Operator and the Client for the provision of TelTel Services as well as its Annexes and General Terms and Conditions.
Security deposit	On Postpaid mode the amount of money is calculated based on a preliminary estimate and is to be paid upfront to the Operator's bank or wallet account to secure the Client’s obligations to pay the Service fee. Usually, a Security deposit is estimated to cover two months of Service fee. The deposited Security deposit will be added to the Credit balance.
Credit Limit	The amount of money that is set up in the System by the Operator allowing a negative Credit balance. The Client will be able to use the Service while the Credit balance has not reached the Credit Limit. The Operator may set any Credit Limit, for example, to protect the Client and not to suspend the service when the Client has spent both credit and security.

General terms and conditions

1. Operator undertakes to provide the Client with the Service in accordance with the General Terms and Conditions.

2. In the event of partial or total violation of contractual obligations, the Parties shall be liable in accordance with the General Terms and Conditions and the applicable legislation of the Republic of Latvia.

3. The Parties undertake to make every effort to resolve any disputes arising from this Contract, its execution or breach, by negotiation. If no agreement is reached, the dispute shall be resolved by the general jurisdiction court of the Republic of Latvia in accordance with the legislation of the Republic of Latvia.

4. The Contract enters into force when the Parties have signed it and shall remain in force until all obligations set by the Contract are complete.

5. The Parties are entitled to amend the Contract by mutual agreement. Any amendments or additions to the Contract will only be effective when drawn up in writing and signed by the Parties.

6. The Contract is drawn up in English and may be signed electronically or with an ink signature.

7. In order to fulfil the obligations arising from this Contract, the Operator processes certain personal data for which the Client is the data controller. The Parties have agreed that the Operator processes the personal data in accordance with the data processing agreement concluded between them, which may be attached to this Contract as a Data Processing Agreement. Any breach of the data processing agreement is considered a breach of this Contract.

8. The Parties have agreed that the Operator will inform the Client at least 30 (thirty) days in advance of any amendments to the Contract.

9. During the term of this Contract, the Operator shall issue regular Software updates and shall continue development of the Software in order to provide the most recent version available and to fix significant functional errors free of charge.

10. Upon the Client’s request, the Operator may provide custom IT development of solutions and features (hereinafter – Custom Development Services) aimed at adapting the Software to the individual needs of the Client.

11. The Parties shall cooperate to manage notifications as soon as possible and to share all details necessary for handling the notification.

12. Potential invalidity or subsequent voiding of certain provisions of this Contract shall not affect the remaining provisions. In the absence of a mandatory legal provision, any invalid provision shall be replaced by a rule that best approximates the intent of the Parties as deduced from the purpose of the original provision.

13. This Contract shall be interpreted pursuant to the laws and regulations of the Republic of Latvia. All disputes shall be settled by the Republic of Latvia court.

14. The current version of the General Terms and Conditions is publicly available on the Operator's website www.teltel.io. If a written agreement on the Service is signed between the Client and the Operator, the General Terms attached to such written agreement shall be considered determinative.

15. The Client undertakes to ensure that the content of calls and text messages complies with the regulatory requirements and confirms that the Service will be used only for legitimate purposes. The Service will not be used to perform illegal or unethical activities. The Operator does not check these calls and text messages and takes no responsibility for their content.

16. This Contract is drafted on six pages in two identical counterparts, one for each Party. Both counterparts shall have equal legal effect. The Contract may include annexes such as the Data Processing Agreement and the Call Center Quote.

Prepaid and Postpaid arrangement

1. Client may use the Service in two modes:

   1. Prepaid – The Client pays the Service fee upfront by transferring a desired Credit amount to the Operator. The Service is automatically suspended if the Credit (and Credit Limit, if set) expires. It is the Client’s responsibility to ensure a sufficient Credit amount for the availability of the Service. To avoid an insufficient Credit balance, the Client may enable low-credit notifications in the Software.

   2. Postpaid – The Operator issues an invoice to the Client for Services provided in the previous calendar month. To use this payment option, the Operator will approximate a Security deposit (usually covering two months’ service fee) and send a request to the Client. After payment of the Security deposit, the Operator sets the Postpaid option and adds it to the Client’s account. The deposited Security deposit will be added to the Credit balance. Each month, the Operator sends an invoice for the previous month. The Service is automatically suspended if the combined Credit (including the Security deposit) and any Credit Limit (if set) expire.

2. Operator shall issue invoices each time payment is received from the Client. Invoices are sent by email or can be downloaded from the TelTel system.

3. The Parties agree that invoices shall be issued to the Client in electronic form only. The Parties shall recognize such documents as binding in accordance with the Republic of Latvia’s accounting regulatory enactments. An invoice sent to the Client’s email address is deemed received on the day following its dispatch. Failure to receive an invoice shall not relieve the Client of its payment obligation.

4. In the event the Client fails to fulfil its payment obligations, the Operator shall have the right to settle due amounts using the Security deposit funds. In such a case, the Client is obliged to restore the Security deposit to its previous amount within five working days after notification by the Operator.

5. If payment obligations are delayed, the Operator shall be entitled to apply a contractual penalty of 0.5% (zero point five per cent) of the overdue amount per day, but not exceeding 10% of the total overdue amount.

6. After termination of the Contract, but not later than within 30 days, the Operator shall return any outstanding Security deposit to the Client after settling all payment obligations.

7. If the Client fails to settle an invoice and bring the Credit balance to a non‑negative level within the specified term after an invoice is issued, the Operator shall send a notification by email or registered letter to the Client’s address. If, after this warning, the Client still does not resolve the outstanding balance within the specified term, the Operator shall have the right to unilaterally terminate the Service provision and engage third‑party service providers (for example, debt collection agencies) to recover any outstanding debt and late payment penalties.

8. The Operator shall have the right to maintain the Client's account balance and Credit guarantee in the event of a serious breach of the Contract.

9. Serious breach of Contract by the Client shall include, in particular:

   1. If the Client hinders or jeopardizes the proper functioning of the Operator's network and fails to stop the breach within 2 days of the Operator's request specifying the legal consequences;

   2. If, despite the Operator’s request specifying the legal consequences, the Client fails to allow the Operator to conduct an on‑site inspection required for investigating and eliminating a reported or detected error;

   3. If the Client uses the Service in illegal ways or for illegal purposes;

   4. If the Client re‑sells the Service to a third party without the Operator's written consent or uses the Operator's network in an unintended manner;

   5. If the Client infringes the prohibitions set out under the sections “Intellectual Property and Rights of Use” and “Confidentiality” of the Contract.

10. All costs are agreed by the Parties prior to signing this Contract and are provided in the Call Center Quote attached to this Contract. Call, SMS, and telephone number rates may vary and be adjusted according to changes in tariff prices between operators. The Operator will inform the Client about any tariff changes that significantly impact the Client’s bill.

11. If the Client maintains an unused prepaid balance or Credit without utilizing the Services for over one year, the Operator reserves the right to write off the advance and bill the Client for the remaining balance at the end of that period.

Intellectual Property and Rights of Use

1. Client understands that the Operator owns the computer software developed by it (including the source program, code, and software) and all related (online and hard copy) documentation – as well as any duplicates in any format – and any documents generated during development and operation (including procedures, policies, work processes, and the context of methodologies such as management systems, IMS, ISMS, SMS) which all constitute trade secrets. The Software is subject to copyright restrictions and other legislative acts governing intellectual property and is proprietary to the Operator.

2. Client shall accept the terms of use upon installing the Software or any other software issued by the Operator necessary for using the Service.

3. Client acknowledges that no title to the Software or any element thereof is transferred under this Contract. The right to use the Software is granted with the limitations set out herein. Accordingly, the Client is not permitted to transfer or license the right to use the Software to any third party.

4. Client shall not copy, modify, or create derivative works based on the Software or any of its elements. The Client shall not reverse engineer, directly or indirectly, or attempt to query the Software to obtain source code, object code, basic structures, ideas, or algorithms.

5. Any solutions or development requested by the Client or created to address business needs shall constitute the Operator's intellectual property. The Operator may freely use and further develop such work and, if applicable, request compensation.

6. Client understands that any unauthorized modification of the Software that does not comply with this Contract shall be deemed a serious breach, and the Operator accepts no liability for the future operation of the Software.

7. Client shall immediately notify the Operator upon becoming aware of any events involving a violation of the Operator's rights related to the Software and shall assist in asserting those rights.

8. The provisions of this section apply equally to any code received during Software updates.

9. Operator represents and warrants that no third‑party rights will violate or restrict the rights granted to the Client regarding the use of the Software.

10. During the term of this Contract and for 24 (twenty‑four) months following its termination, the Client undertakes not to conduct or be involved in any work aimed at developing computer software that serves the same or a similar function to the Software without the Operator’s prior written consent. The Operator shall not unreasonably withhold consent. In the event of a breach of this clause by the Client, further remedies may be pursued.

Confidentiality

1. For the purposes of this Contract, "Confidential Information" is defined as any information related to the execution and content of this Contract, as well as any other information provided by either Party—whether directly or indirectly, in writing, orally, or otherwise—that is disclosed by one Party to the other, either before or after the Contract’s entry into force.

2. During the term of this Contract and for 5 (five) years after its termination for any reason, each Party undertakes with respect to the Confidential Information received from the other Party to:

   1. Protect the Confidential Information from disclosure to any third party using at least the same degree of care as it uses to protect its own similar confidential information (but in any event, not less than reasonable care);

   2. Disclose Confidential Information to third parties only upon obtaining the other Party’s prior written consent;

   3. Use Confidential Information only for the purpose of fulfilling obligations under this Contract or asserting rights hereunder;

   4. Restrict access to Confidential Information only to those employees, agents, or subsidiaries who need to know such information for executing this Contract and ensure that they are aware of, and agree to, confidentiality obligations no less strict than those in this Contract.

3. The obligations above shall not apply to any Confidential Information that:

   1. Is or becomes part of the public domain without breach of this Contract;

   2. Is lawfully received from a third party without any breach of confidentiality obligation;

   3. Is required to be disclosed under applicable law or by an authority’s request. In such cases, the receiving Party shall notify the other Party promptly and shall cooperate to limit the scope of disclosure strictly to what is required by law.

4. If either Party considers that the other Party has violated these confidentiality provisions or applicable laws in force in the Republic of Latvia, thereby causing direct losses, the aggrieved Party shall be entitled to seek recovery of those losses in a Latvian court.

Termination of the Contract

1. The Contract may be terminated at any time by mutual written agreement of the Parties.

2. The Client is entitled to terminate use of the Service if all payments have been settled with the Operator and the Client has a positive Credit balance, provided that the Client notifies the Operator by email at least 30 days in advance.

3. The Operator shall have the right to unilaterally withdraw from the Contract with immediate effect:

   1. If the Client commits a serious breach of this Contract;

   2. If information available to the Operator indicates that cooperation with the Client is disrespectful and is damaging the reputation or business image of the Operator.

4. Furthermore, the Operator may restrict or terminate the provision of the Service to the Client by notifying the Client in writing at least one month in advance if:

   1. There is information indicating that cooperation with the Client is disrespectful and damaging to the Operator’s reputation or business image;

   2. The Client breaches the terms of this Contract or applicable laws and regulations of the Republic of Latvia, or otherwise engages in illegal activities;

   3. The Client uses the Service in a manner that significantly interferes with the operation of the network or the provision of Services to other clients of the Operator;

   4. Force Majeure – in which case the restriction or termination continues until the Force Majeure ends or its consequences have been eliminated;

   5. The Client delays payment of the invoice for more than 7 days while the Security deposit or account balance is negative.

5. Sixty (60) days after the termination of the Contract for any reason, the Operator may erase all data uploaded, captured, or generated by the Client (including settings, client data, voice recordings, statistics). The Client will have 60 days after termination to download such data.

Client support

1. Operator provides client support Monday to Friday from 9:00 to 19:00 (Riga time zone), with an average reaction time of a few minutes for standard issues.

2. Operator provides client support through the following channels:

   1. Email: [email protected]

   2. Web‑chat: https://www.teltel.io

   3. WhatsApp: +371 20 031 413

   4. Telegram: https://t.me/teltel_support_bot

   5. Phone (International): +371 67 881 855

3. Operator offers emergency 24/7 support (including weekends) for critical issues that severely affect the Client’s business operations. In such cases, please call +371 67 881 855 for prompt assistance.

4. The Operator may charge the Client for support services related to issues outside the TelTel services scope or linked to the Client’s infrastructure. As these costs may vary, detailed information will be provided if such fees apply.

Services fees

1. Fees and rates are applied based on the attached Call Center Price Offer. Additional fees and rates are available on www.teltel.io; for specific requests not covered on the website, the Client should contact the Operator.

2. The Operator reserves the right to change the Call Center Quote by notifying the Client in writing at least one month in advance. Such information will be sent to the Client’s email address.