HELLASFONE General Terms and Conditions of Service

These Terms and Conditions describe the general rules and conditions governing the use of the services provided by Hellasfone. These rules apply to all Hellasfone services, while services requiring specific provisions or additional conditions are subject to supplementary Special Terms of Use.

Hellasfone Networks S.A., VAT No. 094394346, with registered office at 26 Idomeneos Street, Postal Code 71202, Heraklion, Crete, Greece, is a licensed telecommunications provider under License No. 99-176 issued by the Hellenic Telecommunications and Post Commission (EETT).

HELLASFONE maintains all necessary infrastructure and relevant interconnections with other telecommunications networks and fixed telephony and Internet providers in Greece and abroad for the provision of Hellasfone services.

Fair Use Policy

In order to prevent network congestion and protect the quality of the services provided to customers, HELLASFONE applies a Fair Use Policy.

Plans that include unlimited talk time are offered exclusively for interpersonal communication and solely for private, personal use of the service.

Under no circumstances may such plans be used for profit-making purposes or for the resale of the service.

Interpersonal communication refers to person-to-person telephone communication.

In the event of a breach of this policy, HELLASFONE reserves the right, following prior notice to the customer, to apply charges based on the standard tariff for calls made, transfer the customer to another plan, and/or temporarily suspend or permanently terminate the service without further notice.

Scope

These Terms and Conditions govern the use of all Hellasfone services and constitute the agreement between you and the Company.

These Terms define the rights and obligations of all users regarding the use of the Service.

Access to and use of the Service is conditional upon your acceptance of and compliance with these Terms.

By accessing or using the Service, you agree to be bound by these Terms.

If you disagree with any part of these Terms, you may not access or use the Service.

Access to and use of the Service is also subject to acceptance of and compliance with the Company’s Privacy Policy.

Our Privacy Policy describes our policies and procedures on the collection, use, and disclosure of your personal information and informs you of your privacy rights and how the law protects you.

Please read our Privacy Policy carefully before using our services.

Hellasfone Services

Hellasfone provides electronic communications services including:

• VoIP (Voice over IP)
• Numbering Services
• SIP Trunking
• Wholesale Voice Termination
• Interconnection and Call Routing Services

Services are provided on a business basis and may be modified for technical or commercial reasons.

Hellasfone may change the technical characteristics of the services offered without prior notice.

Such changes may be necessary in order to keep pace with technological developments or comply with decisions of regulatory authorities.

Hellasfone may also correct, improve, or upgrade its services, which may result in the limitation or discontinuation of certain services.

Third-Party Services

Our Service may contain links to third-party websites or services that are not owned or controlled by the Company.

The Company has no control over, and assumes no responsibility for, the content, privacy policies, or practices of any third-party websites or services.

You further acknowledge and agree that the Company shall not be liable, directly or indirectly, for any loss or damage caused by or in connection with the use of or reliance upon any such content, goods, or services.

We strongly advise you to read the terms and privacy policies of any third-party websites you visit.

Tariffs

Hellasfone reserves the right to change its tariffs without prior notice.

All tariffs are published on our website at www.hellasfone.com.

The Company is obligated to publish the applicable tariffs at the time of implementation and charge according to the current tariff schedule.

Billing & Payments

Charges are based on the applicable tariff schedule.

Prices may be modified at any time.

For wholesale voice termination services:

• price increases apply after 7 days’ notice
• price decreases apply immediately without notice

Billing is based exclusively on:

• Call Detail Records (CDRs), which are deemed final and binding

No disputes shall be accepted for discrepancies caused by third-party networks.

Payments may be made by:

• credit card
• PayPal
• bank deposit / transfer

Invoices and legal receipts are issued by Hellasfone.

Charges apply upon activation of the selected package and upon account top-up.

Automatic recurring payment by credit card may also be used.

The user is solely responsible for the correct entry of payment details.

If a negative balance occurs, the amount will automatically be offset against the next top-up.

Any billing errors must be reported within 30 days.

By accepting these Terms, you also consent to receiving invoices, bills, and receipts electronically at your registered email address.

Automatic Package Renewal

Many Hellasfone service packages operate on a subscription basis and are billed monthly.

Packages are automatically renewed upon expiry according to your selected preferences.

The default setting is renewal of the current service package.

Confidentiality of Communications & Data Protection

The email address provided during registration is the official communication email used by Hellasfone for all notices, invoices, updates, and service-related information.

You are required to provide accurate personal details.

All login credentials and access information are strictly personal.

Hellasfone bears no responsibility for unauthorized use by third parties.

Personal data is processed in accordance with applicable legislation.

Where necessary, certain data may be shared with trusted partners for service delivery purposes.

You retain the right to access, correct, object to, or request deletion of your personal data in accordance with applicable law.

Hellasfone takes all appropriate measures to protect the confidentiality of communications and personal data.

However, the Company does not guarantee the security of data transmitted through third-party networks beyond the measures required by law.

Force Majeure

Hellasfone shall not be liable for any interruption, delay, or deterioration in service quality caused by events beyond its control, including but not limited to:

• war
• strikes
• accidents
• fires
• floods
• storms
• earthquakes
• terrorism
• sabotage
• governmental restrictions
• failures in third-party networks
• judicial or prosecutorial orders

Service Quality

Service quality may vary depending on:

• internet access method
• connection speed
• third-party providers
• other external factors

Hellasfone uses:

• direct carrier interconnections
• carrier-grade routing

However, services are provided “as is” and “as available.”

No guarantee of uninterrupted service can be provided.

Duration

These Terms apply from the first moment of service use and remain in force for the entire duration of use.

Service Suspension & Termination

Temporary Suspension

Access may be temporarily suspended in case of overdue balances.

Permanent Termination

Hellasfone reserves the right to permanently terminate services in cases of:

• fraud
• malicious or unlawful use
• breach of these Terms
• overdue balances remaining unpaid for more than sixty (60) days after suspension

Intellectual Property

The Hellasfone name, logos, trademarks, visual representations, website content, software, and all related intellectual property are the exclusive property of Hellasfone Networks S.A.

No part may be copied, reproduced, modified, republished, transmitted, or distributed without prior written permission.

Governing Law & Dispute Resolution

These Terms shall be governed by Greek law.

Any disputes not resolved amicably shall fall under the exclusive jurisdiction of the courts of Heraklion, Crete.

Special Terms – Numbering Services

Hellasfone numbering services (local numbers) allow the use of numbers from the National Numbering Plan for:

• VoIP telephony
• fax services
• other communication services

Numbers are allocated in accordance with EETT regulations.

The customer has exclusive right of use for as long as the service remains active.

Numbers may be reserved for up to six (6) months after service termination before reassignment.

Number Portability

By submitting a portability request, you authorize Hellasfone to complete all necessary procedures on your behalf.

Requests are billed according to the applicable tariff.

VoIP Important Notice

Hellasfone VoIP is an internet-based telephony service.

Its operation depends entirely on internet connectivity and may not function during power outages.

Emergency calls, including 112, are supported.

Due to the nomadic nature of the service, you must update your location whenever you change location to ensure proper routing of emergency calls.

Promotional Offers

Promotional gifts and free service offers are subject to availability and specific campaign terms.

Such gifts cannot be redeemed for cash.

Hellasfone reserves the right to modify or withdraw promotional offers without prior notice.

Personal Data

Hellasfone collects and processes personal data for:

• service provision
• billing
• legal compliance

Data is retained in accordance with applicable law.

For further information, please contact Customer Support:

Phone: +30 2811300307
Email: support@hellasfone.com

Transaction Security

All card payments are processed through Alpha Bank’s Alpha e-Commerce platform.

Transactions are secured using TLS 1.2 encryption and 128-bit SSL encryption protocols.

Encryption ensures that payment information remains secure until it reaches the authorized recipient.