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Terms of Service

Last updated: April 12, 2026

1. Acceptance of Terms

By accessing or using PBXWork (“the Service”), operated by PBXWork LLC (“we,” “us,” or “our”), you agree to be bound by these Terms of Service. If you do not agree to these terms, you may not use the Service.

2. Subscription & Billing

PBXWork offers paid subscription plans billed on a monthly basis. When you sign up for a paid plan:

  • You will receive a 7-day free trial period.
  • A valid credit card is required to start the trial.
  • $0.00 will be charged at signup.
  • Your subscription will automatically renew at the end of your trial and each billing period thereafter.
  • You will be charged the applicable plan rate on the 8th day and each renewal date.
  • Your subscription does not include PSTN minutes, phone numbers, or third-party SIP trunk provider fees by default. PSTN add-ons are optional paid services managed within your PBXWork dashboard after subscription activation. PSTN add-on charges appear as additional line items on your monthly invoice.

3. Auto-Renewal & Cancellation

Your subscription will automatically renew each month until cancelled. You may cancel at any time through your account dashboard.

  • Cancellation takes effect at the end of the current billing period.
  • No prorated refunds are provided for partial months.
  • Upon cancellation, you retain access until the end of your paid period.
  • Cancelled accounts may be deleted after 90 days of inactivity.

4. Payment Failure & Service Suspension

If a payment fails, we will:

  • Retry the charge up to 3 times over a 3-day period using Stripe Smart Retry.
  • Send email notifications at each retry attempt.
  • If all retry attempts fail, your account will be suspended on the 4th day.

During suspension:

  • Your PBX Mission Control dashboard will display a service restoration prompt.
  • Internal calls between extensions on your server may continue to function.
  • External (PSTN) calls, AI agent features, and remote management will be unavailable.
  • Your configuration and data will be preserved for 30 days.

To restore service, update your payment method or pay any outstanding balance at pbxwork.com/billing. Service is restored immediately upon successful payment.

If your credit card is approaching its expiration date, we will send reminder emails at 30 days and 7 days before expiration. It is your responsibility to keep your payment method current.

5. Chargebacks & Payment Disputes

If a chargeback or payment dispute is filed against a PBXWork charge:

  • Your account will be immediately suspended pending resolution of the dispute.
  • You will be notified via email of the suspension and the reason.
  • During the dispute period, all PBXWork services will be unavailable except for data export.
  • If the dispute is resolved in our favor, your account may be reinstated at our discretion.
  • A $15.00 dispute processing fee may apply for chargebacks that are resolved in our favor.
  • Accounts with repeated chargebacks (2 or more) may be permanently terminated.

We encourage you to contact support@pbxwork.com before filing a chargeback. We are happy to resolve billing issues directly and can process refunds where appropriate.

6. Refund Policy

  • Trial period: You will not be charged during the 7-day trial period. If you cancel before the trial ends, you will not be charged.
  • Monthly subscriptions: No prorated refunds are provided for partial months.
  • Billing errors: If you believe you were charged in error, contact support@pbxwork.com within 30 days of the charge. We will review and correct any billing errors.
  • Service outages: If PBXWork experiences a service outage exceeding 24 consecutive hours due to our infrastructure (not your local server or network), you may request a pro-rated credit for the affected period.

7. PSTN Services

PBXWork offers managed Public Switched Telephone Network (PSTN) services as paid add-ons to all subscription tiers. Managed PSTN services are provided through one or more underlying telecommunications partners and are delivered to you under PBXWork's name. PBXWork remains your sole point of contact for billing, support, and account management for these services.

Available PSTN Services:

  • Local Direct Inward Dialing (DID) phone numbers, billed monthly per number
  • Toll-free phone numbers, billed monthly per number
  • Inbound and outbound calling minutes to and from the public telephone network, billed per minute in 6-second increments
  • Pre-paid outbound minute bundles and monthly bundle subscriptions
  • Bring Your Own SIP Trunk (BYOC), which remains a free option for customers who maintain their own third-party PSTN provider

Bring Your Own Provider: Customers may continue to bring their own SIP trunk from any third-party provider at no additional cost. PBXWork provides the integration layer and PBX configuration tools through Mission Control.

Number Porting: PBXWork supports porting in your existing phone numbers from another carrier at no additional fee. Port-out requests are honored in accordance with FCC porting regulations.

Billing: PSTN services are billed through your existing PBXWork subscription as additional line items on the same monthly invoice. Metered usage (per-minute calling) is calculated at the end of each billing cycle and added to the next invoice. Pre-paid minute blocks are charged at the time of purchase and do not roll over or refund upon subscription cancellation.

7a. Fair Use Policy

PBXWork's managed PSTN add-ons are intended for normal business calling. To prevent abuse and ensure equitable service for all customers, all PSTN add-ons are subject to operator-defined fair use thresholds. The applicable thresholds are communicated to you within the PBXWork dashboard and via email notifications when your usage approaches them.

If you exceed your fair use allowance for a billing cycle, outbound calling on the affected service may be temporarily restricted for the remainder of that cycle. Inbound calling, voicemail, internal extensions, and all other PBXWork services continue to function normally. You can restore outbound calling at any time by purchasing additional minutes or upgrading your bundle.

PBXWork reserves the right to adjust fair use thresholds with reasonable advance notice. Patterns of usage suggesting automated dialing, telemarketing, robocalling, or other non-conversational calling may result in immediate suspension of PSTN service regardless of usage volume, in accordance with PBXWork's Acceptable Use Policy and applicable law (including the TCPA and FCC rules).

7b. Emergency Services (911 / E911) Disclosure

When you activate a phone number through PBXWork's managed PSTN service, you will be required to register a physical service address with PBXWork. This address is used for Enhanced 911 (E911) routing and will be provided to emergency responders if 911 is dialed from the registered number.

Important:

  • You must keep your registered service address current. If you move your equipment or change locations, update your address in the PBXWork dashboard immediately.
  • PBXWork's PSTN service relies on internet connectivity. If your internet connection is unavailable, 911 calls placed through PBXWork will not function. You must maintain an alternative means of contacting emergency services at all times, such as a mobile phone or traditional landline.
  • PBXWork cannot guarantee 911 service availability and disclaims all liability for inability to reach emergency services through the PBXWork service. Your sole remedy in the event of 911 unavailability is to use an alternative communication method.
  • 911 calls placed from a PBXWork number registered to one address but physically used from a different address will be routed to emergency responders for the registered address, not your actual location.

By purchasing a managed PSTN add-on through PBXWork, you acknowledge that you have read, understood, and agree to this Emergency Services Disclosure.

7c. Customer Responsibilities for PSTN Use

When using PBXWork's managed PSTN services, you are solely responsible for:

  • Compliance with all applicable telecommunications laws and regulations in your jurisdiction, including the Telephone Consumer Protection Act (TCPA), Federal Communications Commission (FCC) rules, and state-level telemarketing laws
  • Obtaining proper consent from recipients before placing automated calls, recording calls, or sending any other type of regulated communication
  • Maintaining accurate Caller ID information for all outbound calls
  • Not using PBXWork services for spam, fraud, harassment, robocalling without consent, or any illegal purpose
  • Not attempting to disguise the origin of calls in violation of caller ID spoofing laws
  • Not making bulk outbound calls in patterns inconsistent with normal business communication
  • Promptly addressing any complaints or regulatory inquiries regarding traffic originating from your PBXWork numbers

PBXWork reserves the right to suspend or terminate PSTN services for any account engaged in or suspected of engaging in any of the prohibited activities above, without refund of unused balances.

7d. Underlying Telecommunications Carrier

PBXWork's managed PSTN services are delivered through one or more upstream telecommunications partners (CLEC and CPaaS providers). The upstream carrier handles federal Universal Service Fund (USF) contributions, state telecommunications taxes, and regulatory compliance with the FCC. PBXWork LLC is the seller-of-record to you for all subscription and add-on charges, and the upstream carrier has no direct billing relationship with PBXWork customers.

Service availability, voice quality, and call routing are subject to the upstream carrier's network performance and capacity. PBXWork will use reasonable efforts to maintain continuity of PSTN service but cannot guarantee uninterrupted service.

By using PBXWork's managed PSTN services, you agree that the upstream carrier's applicable terms of service and acceptable use policies apply to the network-layer delivery of your traffic in addition to PBXWork's terms above. Where the two sets of terms differ, PBXWork's terms govern your direct relationship with PBXWork, and the upstream carrier's terms govern the underlying carrier network. The identity of the current upstream carrier is available on request to legal@pbxwork.com.

7e. Accessibility (711 Relay Service)

PBXWork managed PSTN numbers support 711 dialing to access telecommunications relay services for individuals with hearing or speech disabilities, as required by federal law. The relay service is provided by federally-funded relay providers and is free to PBXWork customers and their callers. For more information about telecommunications relay services, visit the FCC's relay services information page.

8. Prohibited Countries

PBXWork service is not available in Cuba, Iran, North Korea, Syria, Russia, Belarus, Myanmar, or Venezuela due to international sanctions and export control regulations. Attempting to access the Service from these countries, or providing the Service to individuals or entities in these countries, is a violation of these Terms and may result in immediate account termination.

9. Acceptable Use

You agree not to:

  • Use the Service for any illegal purpose
  • Transmit harassment, threats, or fraudulent communications
  • Attempt to gain unauthorized access to other accounts or systems
  • Use automated systems to abuse the API or infrastructure
  • Resell or redistribute the Service without written authorization
  • Violate telecommunications laws in your jurisdiction
  • Initiate or facilitate any robocall, automated dialing, or telemarketing in violation of the Telephone Consumer Protection Act (TCPA), the TRACED Act, or applicable state laws
  • Spoof, manipulate, or falsify Caller ID information in violation of the Truth in Caller ID Act
  • Use PBXWork services in any way that interferes with FCC STIR/SHAKEN robocall mitigation requirements
  • Send unsolicited bulk communications of any kind through PBXWork services

10. API Keys & Account Security

Upon signup, you will receive a unique API key that authenticates your PBXWork installation. You are responsible for keeping your API key secure.

  • Do not share your API key publicly or embed it in client-side code.
  • API keys are rate-limited to prevent abuse. Exceeding rate limits may result in temporary throttling.
  • If suspicious activity is detected on your API key (such as use from multiple geographic regions simultaneously, or unusual request volume), we may temporarily suspend the key and notify you.
  • API keys associated with suspended or cancelled accounts will be deactivated.
  • You may request a new API key at any time through your account dashboard. Old keys will be revoked immediately upon issuance of a new key.
  • We reserve the right to revoke API keys that are found to be compromised, shared, or used in violation of these Terms.

11. Data Retention

  • Account data is retained for the life of your subscription plus 90 days.
  • Call detail records (CDRs) are retained for 12 months. CDRs are protected as Customer Proprietary Network Information (CPNI) and handled in accordance with Section 11a.
  • Call recordings, where enabled by the customer, are retained according to the customer's configured retention setting.
  • Voicemail recordings are retained for 90 days after deletion from your account.
  • You may request full data export at any time via your dashboard or by contacting support.
  • Upon account deletion, all data is permanently removed within 30 days.

11a. Customer Proprietary Network Information (CPNI)

When you use PBXWork's managed PSTN services, PBXWork collects information about your use of telecommunications services, including the type, technical configuration, and amount of services you use, as well as call detail records showing who you called, when, and for how long. This information is known as Customer Proprietary Network Information (CPNI) and is protected by federal law.

PBXWork will not use, disclose, or permit access to your CPNI except as necessary to provide the services you have purchased, to bill you accurately, to respond to lawful legal process, or as otherwise required or permitted by law.

PBXWork will not share your CPNI with third parties for marketing purposes without your express prior consent. You may contact us at any time at support@pbxwork.com to review the CPNI we hold about your account, restrict its use, or request its deletion (subject to our legal retention obligations).

PBXWork maintains internal safeguards to protect CPNI from unauthorized access, disclosure, or misuse, including access controls, encryption, and audit logging.

11b. Law Enforcement Cooperation

PBXWork will respond to valid legal process from law enforcement agencies, including subpoenas, court orders, and warrants. PBXWork cooperates with lawful requests in accordance with applicable federal and state law.

Where permitted by the legal process and applicable law, PBXWork will notify affected customers when their account is the subject of a law enforcement request, so that the customer has an opportunity to seek to quash or limit the request if they choose.

PBXWork does not voluntarily disclose customer information, call detail records, or account data to third parties absent valid legal process or the customer's consent, except as otherwise permitted in these Terms (such as fraud investigation or service abuse response).

12. Open Source Components

PBXWork includes open source components licensed under the GNU Affero General Public License (AGPL) v3. Source code for these components is available at our GitHub repository. Use of the Service does not grant you any rights to the PBXWork proprietary platform, branding, or trademarks. Your use of open source components is governed by their respective licenses.

13. Disclaimer of Warranties

THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.

pbxwork DOES NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR COMPLETELY SECURE. YOU ACKNOWLEDGE THAT pbxwork IS INSTALLED AND OPERATED ON YOUR OWN SERVER AND NETWORK INFRASTRUCTURE, AND THAT pbxwork IS NOT RESPONSIBLE FOR YOUR SERVER HARDWARE, NETWORK CONNECTIVITY, POWER SUPPLY, OR LOCAL CONFIGURATION.

pbxwork RELIES ON THIRD-PARTY SERVICES INCLUDING BUT NOT LIMITED TO PAYMENT PROCESSORS, SIP PROVIDERS, AND OPEN-SOURCE TELEPHONY COMPONENTS. WE DO NOT GUARANTEE THE AVAILABILITY OR PERFORMANCE OF ANY THIRD-PARTY SERVICE.

ANY RELIANCE ON THE SERVICE FOR BUSINESS-CRITICAL COMMUNICATIONS IS AT YOUR OWN RISK. YOU ARE SOLELY RESPONSIBLE FOR MAINTAINING BACKUP COMMUNICATION SYSTEMS.

14. Emergency Services Limitation

pbxwork PROVIDES E911 ROUTING FOR MANAGED PSTN PHONE NUMBERS ONLY. SEE SECTION 7b FOR THE FULL EMERGENCY SERVICES DISCLOSURE, INCLUDING YOUR OBLIGATION TO MAINTAIN A CURRENT SERVICE ADDRESS.

IF YOU USE pbxwork WITH A BRING-YOUR-OWN SIP TRUNK, EMERGENCY SERVICES AVAILABILITY DEPENDS ENTIRELY ON YOUR THIRD-PARTY PROVIDER. pbxwork DOES NOT PROVIDE E911 FOR BYOC CONFIGURATIONS.

DO NOT RELY ON pbxwork AS YOUR SOLE MEANS OF CONTACTING EMERGENCY SERVICES. YOU MUST MAINTAIN AN ALTERNATIVE METHOD SUCH AS A MOBILE PHONE OR TRADITIONAL LANDLINE AT ALL TIMES.

pbxwork SHALL NOT BE LIABLE FOR ANY DAMAGES, INJURIES, OR LOSSES ARISING FROM THE INABILITY TO CONTACT EMERGENCY SERVICES THROUGH THE SERVICE, WHETHER CAUSED BY INTERNET OUTAGE, MISCONFIGURED SERVICE ADDRESS, OR ANY OTHER REASON.

15. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, pbxwork SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, DATA, OR BUSINESS OPPORTUNITIES, WHETHER BASED ON WARRANTY, CONTRACT, TORT, OR ANY OTHER LEGAL THEORY. OUR TOTAL LIABILITY SHALL NOT EXCEED THE AMOUNT PAID BY YOU IN THE 12 MONTHS PRECEDING THE CLAIM.

pbxwork SHALL NOT BE LIABLE FOR ANY LOSS OF DATA, MISSED CALLS, BUSINESS INTERRUPTION, OR COMMUNICATION FAILURES RESULTING FROM YOUR USE OF THE SERVICE, INCLUDING BUT NOT LIMITED TO FAILURES CAUSED BY YOUR SERVER HARDWARE, NETWORK CONNECTIVITY, POWER OUTAGES, OR MISCONFIGURATION.

16. Indemnification

You agree to indemnify, defend, and hold harmless PBXWork, its officers, directors, employees, agents, and affiliates from and against any claims, damages, losses, liabilities, costs, and expenses (including reasonable attorneys' fees) arising out of or related to:

  • Your use or misuse of the Service
  • Your violation of these Terms
  • Your violation of any applicable law or regulation
  • Any content or data you transmit through the Service
  • Your negligence or willful misconduct
  • Any claim by a third party related to your use of the Service

17. Governing Law & Dispute Resolution

These Terms shall be governed by and construed in accordance with the laws of the State of New Jersey, without regard to its conflict of law provisions.

Any dispute arising out of or relating to these Terms or the Service shall first be attempted to be resolved through good faith negotiation between the parties. If the dispute cannot be resolved through negotiation within 30 days, either party may pursue resolution through binding arbitration administered by the American Arbitration Association (AAA) in accordance with its Commercial Arbitration Rules, conducted in Monmouth County, New Jersey.

You agree that any dispute resolution proceedings will be conducted on an individual basis and not in a class, consolidated, or representative action. You waive any right to participate in a class action lawsuit or class-wide arbitration against PBXWork.

The prevailing party in any arbitration or legal proceeding shall be entitled to recover its reasonable attorneys' fees and costs.

18. Changes to Terms

We may update these Terms from time to time. We will notify you of material changes via email at least 30 days before they take effect. Continued use of the Service after changes constitutes acceptance of the updated Terms.

19. Entire Agreement

These Terms, together with the Privacy Policy and any other policies referenced herein, constitute the entire agreement between you and PBXWork regarding the Service. These Terms supersede any prior agreements or understandings, whether written or oral, relating to the Service.

If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect. Our failure to enforce any provision of these Terms shall not constitute a waiver of that provision.

20. Contact

For questions about these Terms, contact us at legal@pbxwork.com.