Terms of service

Rules and conditions by which one must agree
to abide in order to use telecommunication services.


Telecommunications service provider Infinity Telecom, s.r.o. (hereinafter referred to as the "TSP") undertakes to provide telecommunication services for the customer (hereinafter referred to as the "Customer") on conditions determined by this Agreement. Customer expresses his consent and accepts all the terms of this contract by the fact of payment for the Operator services.

This Agreement is not valid for Customers located in Czech Republic.

  1. Terms and definitions

    1. Customer device — the terminal equipment of the Customer used for connection to the HSC of the TSP via the SIP protocol.

    2. TSP HSC — a hardware and software complex of a TSP providing registration of a Customer device, making calls as well as transactional and accounting data storage.

    3. Services — telecommunication services provided by the TSP to the Customer.

    4. Customer Self-service Portal — the TSP’s Internet website, which allows the Customer to receive details of the Services rendered, as well as contains actual Services rates. Access to the Customer Self-service Portal is provided through a login and password and is terminated at the time of termination of this Agreement.

    5. Customer Identity — information intended to identify the Customer in the process of providing the Services to him. The identification name (hereinafter referred to as login) and password are used as the identification data of the Customer.

    6. Customer’s Personal Account — a record reflecting the financial relationship between the Telecommunications service provider and the Customer. The Customer’s Personal Account increases by the amount of the payments made by the Customer and decreases by the cost of the services provided to the Customer.

  2. The subject of the Agreement

    1. The TSP undertakes to provide the Customer with the possibility of making telephone calls on conditions determined by the Agreement, and the Customer undertakes to pay for services in accordance with the procedure specified in the Agreement according to the rates established by the TSP.

    2. The provision of services may be accompanied by the provision of other services that are technologically inseparable from services and aimed at increasing their consumer value.

  3. 3. Terms of service

    1. Services are provided under the law of Czech Republic, the European Union; in accordance with the recommendations of the International Telecommunication Union (ITU), this Agreement and the current rates of the TSP.

    2. Services are provided only through the existing Internet connection of the Customer that meets the following requirements (per one simultaneous call):

      • Internet access speed of at least 128 kbps in both directions,
      • usage of a wired connection (not wireless, not mobile Internet),
      • ping to the TSP’s HSC does not exceed 150 ms, jitter is not more than 30 ms.
    3. Services are rendered by registering the Customer device with the TSP’s HSC through the Internet.

    4. The Services availability is 24 hours a day, 7 days a week, with the exception of scheduled remedial work and emergency operations.

    5. The Services availability in clause 3.4 means the access of the Customer device to the TSP’s HSC. The availability of a telephone call to a concrete direction (country) cannot be guaranteed.

  4. Rights and obligations of the parties

    1. The rights and obligations of the parties are determined by this Agreement as well as the laws of the Czech Republic.

    2. TSP undertakes to:

      1. Provide the Customer with communication services on the terms and conditions specified herein.
      2. Troubleshoot network problems of the TSP that impede the use of communication services operatively.
      3. Take standard technical and organizational protection measures to ensure the confidentiality of information transmitted or received by the Customer while using the communication services provided by the TSP. Access to information transmitted or received by the Customer may be provided to third parties only in cases expressly provided for by the laws of the Czech Republic.
    3. TSP has the right to:

      1. Suspend access to the services for Customer in the following cases:
        • violation of the Czech Republic legislation requirements by the Customer,
        • suspicions of unauthorized access to the Services by third parties,
        • achieving a zero balance of the Customer's Personal Account.
      2. Terminate the provision of Telecommunication Services completely, without returning the money already received, in the following cases:
        • usage of the Services to carry out any illegal actions including (but not limited to): flood (multiple dialing of the same number in a short period of time), spam (mass calls with reproduction of automatic messages), any types of fraud,
        • usage of the Services for resale,
        • manipulations with Caller ID (usage of numbers not belonging to the Customer).
      3. change rates unilaterally without additional notification. The minimum delay period until the changed rate takes effect is 24 hours (unless otherwise agreed with the Customer).
      4. Verify the validity of the Customer’s data.
    4. Customer undertakes to:

      1. Make advance payments for communication services to the details specified in this Agreement or through the top-up recharge system of the Personal Account in the Customer Self-service Portal.
      2. Monitor the status of his Personal Account by himself in order to prevent the interruption of the Services provision due to reaching the zero balance of the Personal Account.
      3. Monitor current rates by himself in the appropriate section of the Customer's Self-service Portal.
      4. Ensure confidentiality of the whole identification data received from the TSP and inform the TSP immediately in the event of loss or discredit of such data. Do not disclose identification data to third parties.
      5. Bear all expenses in the event of unauthorized access by third parties to the Customer’s equipment (including, but not limited to, the Customer Device) or when third parties use the Customer’s identification data.
      6. Do not use identification data of third parties, do not falsify identification data, do not use non-existent identification data.
      7. Take measures to protect his equipment, servers, etc. from unauthorized access by third parties.
      8. Provide Internet connectivity to access the Services at his own expense.
      9. Do not resell the Services.
      10. Do not use phone numbers that do not belong to the Customer as a Caller IDs.
    5. Customer has the right to:

      1. Use the TSP’s prepaid Services in accordance with the terms of this Agreement.
      2. Receive information from the TSP about the Services and the conditions for their provision including Call Detail Records for a period not exceeding 6 months.
  5. Payment for services

    1. Services are provided solely on a prepaid basis.

    2. Payment can be made by transferring funds to the TSP’s bank account or via a top-up recharge system in the Customer Self-service Portal using electronic payment systems.

    3. Regardless of the method of payment, payments are credited manually on working days from 9:00 to 17:00 in the Prague time zone.

    4. The main currency of payments under this Agreement is US dollars (USD). The balance of the personal account and rates for services are presented in this currency. Payment can also be made in euros (EUR) or Czech korunas (CZK), in that case, Customer's Personal Account will be credited by the equivalent amount in US dollars calculated at the European Central Bank rate on the day the payment.

    5. VAT at 21% is applied to rates for Customers if they are residents of European Union. VAT at 0% is applied to rates for such Customers if reverse charge is applicable (Customer is a payer of VAT in European Union and provides valid VAT number).

  6. Responsibilities of the parties

    1. TSP and Customer have a responsibility under the law of the Czech Republic.

    2. TSP is NOT liable for:

      1. Workability of telecommunication networks that are not owned by the TSP, as well as the impossibility of using the Services (inadequate quality of services), which has arisen due to non-compliance with the quality requirements of the Internet access channel on the Customer’s side or between the Customer and the TSP’s HSC.
      2. Any losses incurred by the Customer as a result of using the TSP’s Services.
      3. Efficiency and correctness of the settings of the Customer’s equipment used by him to obtain the TSP’s Services.
      4. Reliability of the information specified by the Customer.
      5. Quality of services in the networks of other Telecommunications service providers.
    3. TSP is liable for correct debiting of funds from the Customer’s Personal Account for Communication Services.

    4. The Customer is liable for the safety of his identification data, for losses that may arise as a result of unauthorized access of third parties to the identification data of the Customer.

    5. The Customer is liable for providing the TSP with incomplete, inaccurate or misleading information.

    6. None of the Parties shall be liable for non-performance or improper performance of obligations under this Agreement if proper performance was impossible due to force majeure, that is, extraordinary and unavoidable circumstances: natural disaster, military action, riots, fire, earthquake, etc., as well as a result of decisions and actions (inaction) of state authorities, unlawful actions of third parties.

  7. 7. Service level

    1. The Parties understand that the specificity of the Services’ provision under this Agreement imposes the following restrictions:

      • The TSP does not have the ability to control the telecommunication networks of other telecommunication services providers in any areas other than his network.
      • Since the Service is provided through a public Internet (not a private connection), the level of service cannot be guaranteed.
    2. The TSP’s technical support service is available in real-time according to the 8x5 scheme, i.e. on weekdays, during working hours. The maximum response delay time cannot exceed one hour (when using instant messengers) or 10 minutes when calling +420 290-000-008. The working hours are from 9:00 to 17:00 Prague time.

    3. Round-the-clock (24х7) technical support service is available only by e-mail support [at] inftele [dоt] com. The maximum time waiting for a response is 3 hours. Technical support is provided in English.

    4. The Customer must describe the problem that has arisen when contacting technical support service. If the problem is related to specific complaints about phone calls, then the following information must be attached:

      • calling number in the full international format (including technical prefixes),
      • the number used as a CallerID,
      • the time of the call, including the time zone,
      • the originating IP address.
    5. The time required to eliminate the fault depends on its nature. Depending on the area of responsibility and the causes of problems, the timing may vary from a few minutes to the complete impossibility of fixing the problem.

  8. The procedure of dispute settlement

    1. Disputes and disagreements arising between the Parties under this Agreement shall be resolved through negotiations considering the current regulations of the Czech Republic governing the provision of telecommunication services. If it is impossible to resolve disputes through negotiations between the Parties, disputes are subject to judicial review in accordance with the current legislation of the Czech Republic.

  9. The term of the Agreement and the procedure for its termination

    1. This Agreement shall enter into force upon signature and is valid for an unlimited period.

    2. The Agreement shall be deemed valid for an indefinite period if the Customer continues to use the Services after the application for refusal of performance or after the termination of the Agreement.

    3. Termination of the Agreement does not exempt from the obligation to pay for the Services in accordance with the terms of the Agreement.

    4. The Customer has the right to terminate the agreement unilaterally, by sending a notice of termination to the TSP at least five business days prior to the date of termination.

    5. The Agreement is also considered terminated if there are no expense transactions for 180 days in the Customer's Personal Account (the Customer does not use the Services). In that case, the unused balance on the Personal Account is transferred in favor of the TSP.

    6. The Agreement is terminated by the TSP unilaterally in the cases described in clauses 4.3.2. of this Agreement.

  10. Final provisions

    1. This Agreement can be amended unilaterally by the Operator. The current edition, as well as the change history, is published on the Operator’s website at

    2. The Customer is obliged to independently monitor changes in this Agreement on the Operator’s website indicated in clauses 10.1.

    3. In case of disagreement with the current version of the Agreement, the Customer can terminate it in accordance with the provisions of paragraph 9.

  11. Addresses and details of the parties

    TSP: Infinity Telecom, s.r.o.
    Reg. number: 04425715
    VAT number: CZ04425715
    Address: Koněvova 2660/141, 130 00 Praha 3, Czech Republic
    Bank: Fio banka, a.s
    Bank address: Millennium Plaza, V Celnici 10, 117 21 Praha 1, Czech Republic
    IBAN EUR: CZ4320100000002501322795

The current edition has not undergone any change yet.
Valid from 01.01.2018.

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