Terms of service

1. Who we are, and what these terms cover

"We" and "us" means TechAccess Solution, of Mpaka Plaza, 3rd Floor, Mpaka Road, Westlands, Nairobi, Kenya. "You" means the business or person who orders from us, and anyone who uses a service on your account.

These terms cover this website, the client portal, and everything we sell: 3CX licences, hosting of a 3CX system (3CX Cloud Hosting), setup packages, support plans and on-demand support. A quote or proforma may add details for one order; where it says something different from these terms, the quote or proforma applies to that order.

2. Your account

• Give us accurate details, and keep them up to date.
• Keep your logins private. You are responsible for what is done with them, so tell us straight away if you think someone else has used them.
• Whoever opens an account for a business must be at least 18 and allowed to act for that business.

3. Prices, orders and payment

Prices are in KES. Prices exclude VAT at 16%. Everything is paid in advance: we have no credit terms or account balances. You may pay a proforma in more than one payment, and we start work, or issue a licence, only once it is paid in full and that payment is confirmed. A proforma holds its price for 30 days. How to pay, renewals and refunds are set out in payments and refunds, which forms part of these terms.

4. 3CX licences

We are an independent, authorised 3CX partner. 3CX licences are issued by 3CX and are subject to 3CX's End User Licence Agreement, which 3CX shows when the software is installed and which you accept by using it. A licence runs for one year. What each edition includes is decided by 3CX, which may change it; we describe editions as 3CX publishes them and confirm the details that matter to you before you buy.

5. Hosting a 3CX system for you

When we host your system, we run it on infrastructure we arrange, and look after it: updates, backups and monitoring, as described for the service you ordered.

The data on your system, such as contacts, call records, recordings and voicemail, is yours. We handle it only to run the service for you and as our privacy notice describes, and you decide what is recorded and kept. Before a hosted system is deleted, you can ask us for a backup of it.

When we host a 3CX key you already have, rather than one you bought from us:

• You told us your key's edition and size. If the key is larger, the hosting difference is charged pro rata, and the server grows once it is paid. If it is smaller, nothing is refunded, and the price follows the real size from your next renewal.
• 3CX runs a key on one phone system at a time. Your old system stops when you switch it off for the move.
• Your licence is renewed by whoever sells it to you today, unless you make us your partner.
• Your phones are off from when you switch the old system off until the new one answers. We are not liable for calls missed in that time.

6. Setup and support

A setup package includes what its description said when you ordered it. A support plan gives you the response times and the remote support its description sets out, with no allowance of hours or tickets; a visit to your site is charged separately unless the plan includes it. A response means an engineer has picked up your problem and is in touch with you, not that it is fixed. On-demand support covers the one issue it was bought for. The support plans. The setup packages.

7. Using the system properly

You agree not to use any service we provide:

• for anything unlawful, including fraud, harassment, or marketing calls and messages the law does not allow;
• to attack, overload or get round the security of our systems or anyone else's.

Phone systems attract fraud: someone who gets into an extension can run up call charges on your account. Keep passwords strong, keep devices up to date, and tell us at once if you see calls you do not recognise. Calls made through your system are yours to pay for.

If you record calls or keep other personal data on your system, you are responsible for doing so lawfully, including telling callers when the law requires it.

8. Renewal, cancellation and expiry

• 3CX licences run for one year. Hosting, backup and support plans run monthly or yearly. Setup packages are paid once.
• Before a service is due for renewal, we send you a renewal proforma.
• You can cancel at any time. Cancelling stops the next renewal; the service runs to the end of the period you have paid for, and unused time is not refunded.
• A hosted phone system that is not paid for by its expiry date is frozen on that date and is deleted 14 days later, together with its backups and its public IP address, unless it is paid for first. While it is frozen, we keep only its newest backup. If you pay while it is frozen, the renewal runs from its expiry date, so the days it was frozen, up to 14, are part of the period you pay for. One whose renewal you turned off is deleted when its term ends. We warn you before it is deleted.
• A server we host that is not paid for is suspended on its expiry date and deleted 14 days later, together with its backups, unless it is paid for first. We warn you before it is deleted.
• What a 3CX system can still do after its licence expires is decided by 3CX, not by us.
• An upgrade in the middle of a term is priced at the current rate, and for a monthly service you pay only for the days left in the current month. A downgrade takes effect at renewal.

9. When we may pause a service

Besides expiry, we may pause a service if it is being used against section 7, or if it is under attack or causing harm to other systems, for as long as it takes to make it safe. We will tell you why, and restore it as soon as we reasonably can.

10. Our responsibility to you

We provide our services with reasonable skill and care. We are not responsible for things outside our control, including your internet connection and power, your phone line or SIP trunk provider's service, 3CX's software and licensing, and the devices you use.

We are not liable for indirect losses, such as lost profit, lost business, or lost data beyond what the backups included in your plan can restore. Our total liability for any claim is limited to what you paid us for the service concerned in the 12 months before the claim.

Nothing in these terms limits any liability, or takes away any right you have, that Kenyan law does not allow to be limited or taken away, including your rights under the Consumer Protection Act, 2012.

11. Changes to these terms

We may update these terms. We publish any change on this page, with the date it applies from. A change applies to orders placed after it is published, and that includes a renewal, an upgrade or any other order for a service you already have: each is placed under the terms in force on the day it is placed. A period you have already paid for runs on the terms you ordered it under. This version applies from 18 October 2026.

12. Law and disputes

Kenyan law applies to these terms. If something goes wrong, please talk to us first; most problems are solved that way. If we cannot resolve it together, the courts of Kenya decide.

13. Contact

Email Email us , call +254 708 876 838 , or write to us at Mpaka Plaza, 3rd Floor, Mpaka Road, Westlands, Nairobi, Kenya.