Service Cancellation Policy

Introduction

This policy outlines the procedures, terms, and conditions regarding the termination of services provided by PhoneNet (“us”, “we”, “our”) and applies to all active PhoneNet users.

2. User Initiated Cancellation

Users wishing to terminate their service must adhere to the following procedure.

2.1 Submission Process

To protect the security of your account, all cancellation requests must be submitted using the Service Cancellation Request form located within the PhoneNet Service Desk portal while you are logged in.

We do not under any circumstances accept cancellation requests by any other means such as telephone, email, or Discord.

2.2 Effect and Timing

• Immediate Termination: Upon submission of the cancellation request, the service will be terminated as soon as we have reviewed and approved your cancellation request. It is not possible to schedule cancellations for a future date.

• Data Loss Warning: Upon cancellation, any voicemail mailboxes associated with the service will be permanently deleted. All messages contained within these mailboxes will be erased immediately and cannot be recovered. This data may remain in our backups for a period of time however these backups are for our own disaster recovery purposes only and we will not restore individual mailboxes.

2.3 Mandatory Waiting Period

A user who voluntarily cancels a service must wait a mandatory period of 30 days from the date of cancellation before they are eligible to request a new service of the same type.

3. PhoneNet Initiated Cancellation

We reserve the right to terminate services at any time at our sole discretion.

3.1 Grounds for Cancellation

PhoneNet may initiate cancellation under the following circumstances:

• Service Dormancy: Where an active service has shown no activity for a period exceeding 60 days.

• Unused New Services: Where a newly provisioned service has not been utilised within 30 days of activation.

• Policy Breach: Any violation of PhoneNet’s Terms of Service or Acceptable Use Policy.

• Discretionary Termination: If PhoneNet decides, for any reason, that it is no longer willing to provide services to the user.

3.2 Notice Period

Cancellations initiated by PhoneNet may take effect immediately or following a notice period, depending entirely on the circumstances surrounding the decision (e.g., immediate termination for security breaches versus notice for dormancy). Services that have never been used may be terminated without notice.

4. Number Management and Quarantine

4.1 Quarantine Period

Upon the termination of a service (initiated by either party), any associated line numbers or office codes will be placed into a quarantine status for a period of 30 days.

4.2 Number Reassignment

Following the 30-day quarantine, numbers may be released to the general pool for reassignment to other users. However, the release and reassignment of numbers are strictly at PhoneNet’s discretion. There is no guarantee that a previously held number will be made available for reassignment to the original user or any other party.

5. Service Migration and Redirection

If a user cancels an existing service specifically to migrate to a different PhoneNet service type (e.g., moving to a different Private Branch Exchange (PBX) or changing office codes), they are eligible for transitional support if this is requested at the time of cancellation.

5.1 Redirect Eligibility

Qualifying migrations are eligible for a “Number Changed” announcement and a call redirection service for a minimum of 30 days and longer at our discretion.

5.2 Voicemail Migration

In many circumstances it is possible to migrate your mailbox including all messages and greetings to a new service type.