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Draft – pending legal review. This page is not yet in effect and will change before it is published.

Terms of service

Draft of 3 November 2026. PLACEHOLDER: effective date, set when legal approves this text.

1. About these terms

These terms apply to Heullo, the business SMS service of PrimeTel PLC (“Primetel”, “we”), 141 Omonoias Avenue, 3045 Limassol, Cyprus. They cover the website heullo.com, the Heullo web app at app.heullo.com, the Heullo API and Email-to-SMS.

By using Heullo you agree to these terms. If you do not agree, do not use Heullo. PLACEHOLDER: company registration number, and whether a signed customer agreement takes precedence over these terms.

2. Your account

  • The Heullo team sets up your account and your organization. You can invite colleagues into your organization as admins or members.
  • You are responsible for everything done under your account, including the content of every message, and for keeping your sign-in details safe.

3. Prices and prepaid credits

  • Heullo is prepaid, with no monthly fees and no minimum spend. The Heullo team adds credits to your account. There is no online top-up.
  • Prices:
    • SMS to Cyprus: €0.015 per SMS part.
    • Sender ID: €10, charged once when the sender ID is approved.
    • Keyword: €10 per month.
  • Messages are billed per SMS part. A part holds 160 Latin characters, or 140 Greek, Cyrillic, Arabic or Hebrew characters. A longer message is sent as several parts, and each part is charged.
  • Credits are taken before a message is handed to the mobile network, and returned if the network rejects it.
  • Receiving SMS, calendar reminders and Email-to-SMS cost nothing beyond the SMS parts they send.
  • PLACEHOLDER: whether prices include VAT.
  • PLACEHOLDER: how the monthly keyword fee is charged (from credits or invoiced).
  • PLACEHOLDER: how credits are paid for (invoice, payment terms).
  • PLACEHOLDER: whether unused credits expire and whether they can be refunded (the previous terms said no refunds).
  • We may change our prices. PLACEHOLDER: notice period for price changes, and whether credits already added keep their price.

4. Sender IDs

  • Every account starts with the approved sender ID HEULLO.
  • You can request a sender ID of 3 to 11 letters. You can send under it once a Primetel administrator approves it.
  • Recipients cannot reply to a sender ID that is a name rather than a number.
  • PLACEHOLDER: approval criteria, and when Primetel may refuse or withdraw a sender ID.

5. Keywords and inbound numbers

  • A keyword on a shared number sends matching inbound messages to your inbox, for €10 per month.
  • PLACEHOLDER: prices and terms of dedicated inbound numbers and short codes.

6. Delivery

  • A message counts as delivered once Primetel has passed it to the mobile network, or to the next system that carries it towards the network.
  • Primetel does not guarantee delivery on behalf of mobile networks. Messages may arrive late because of queuing or network congestion.
  • A mobile network may stop accepting messages from Primetel from time to time. When we know a network is unavailable, we will try to tell you as soon as possible.
  • You are responsible for sending your messages at an appropriate time.

7. Acceptable use

You must follow all laws and regulations that apply to you and your messages. PLACEHOLDER: the recipient consent and opt-out obligations for marketing SMS under Cyprus law, for legal to confirm.

You must not, directly or indirectly:

  • send spam, chain letters or other unsolicited messages;
  • collect information about other users without their consent;
  • send unlawful, harassing, defamatory, abusive, threatening, obscene or otherwise objectionable content;
  • send content that infringes the intellectual property, privacy or other rights of others;
  • send viruses or other harmful code;
  • interfere with or disrupt Heullo, Primetel’s networks or the networks connected to them;
  • try to gain unauthorised access to Heullo, other accounts or connected systems;
  • reverse engineer, decompile, copy, modify or create derivative works of Heullo;
  • rent, resell or provide Heullo to third parties without our written agreement.

We may suspend sending, or your account, if you break these rules. PLACEHOLDER: the suspension and termination process, including notice.

8. Intellectual property

Primetel and its licensors own Heullo, its software and all rights in them. You keep the rights in your content.

9. Privacy

How we handle personal data is described in the privacy policy.

10. Availability and warranty

Heullo is provided without any express or implied warranty, including warranties of merchantability or fitness for a particular purpose. Primetel does not guarantee that every message is delivered or delivered on time, or that Heullo is available at all times. Heullo may be unavailable because of updates or causes beyond our reasonable control.

11. Liability

Primetel is not liable for indirect, incidental or consequential damages, including loss of data, loss of profits, the cost of substitute services or service interruptions, arising from the use of Heullo or the inability to use it. PLACEHOLDER: liability cap and exclusions, for legal to confirm.

12. Changes to the service and these terms

We may change or end Heullo, or change these terms. PLACEHOLDER: the notice customers get before a change takes effect.

13. Closing your account

PLACEHOLDER: how a customer closes an account, and what happens to unused credits and data.

14. Law

PLACEHOLDER: governing law and courts (the Primetel privacy policy uses the laws and courts of the Republic of Cyprus).

15. Contact

Email support@heullo.com.