Terms of service

1. About these terms

HeyNum (“HeyNum”, “we”, “us”) is operated by the company identified in our legal notice. These terms of service (the “Terms”) form a contract between you and us when you create an account or use any HeyNum service.

They work together with our privacy policy, acceptable use policy, refund policy and cookie policy, which form part of the Terms. If you use HeyNum for a business, the person who creates the account accepts these Terms on its behalf.

2. The service

HeyNum lets you get mobile phone numbers in the countries listed on our website (19 countries at the date above) and use them from a web browser to make and receive calls, send and receive text messages, receive verification codes and voicemail, and forward calls. Every number comes with the same features, including voicemail transcripts, schedules and auto-replies.

We also offer pay-as-you-go calling credit for international calls and texts, and prepaid data-only eSIMs for travel.

HeyNum is designed as a second line. It needs an internet connection to work in the browser, and it is not a replacement for a regular mobile phone line.

3. Your account

You must be at least 18 years old to use HeyNum. You need a valid email address that you control: we use it to sign you in, send receipts and contact you about your account.

Keep your password secret and turn on two-factor authentication. You're responsible for what happens in your account, unless it results from a failure on our side. Tell us straight away at security@heynum.com if you think someone else has access to it.

4. Your numbers

When you order a number, we assign you an available mobile number in the country you choose. You can use it for as long as your subscription is active. Phone numbers are a public resource managed by national authorities: they are assigned to you for the duration of your subscription, not sold to you.

When a subscription ends, the number is released. Like every carrier, we may assign released numbers to other customers after a quarantine period. If a number doesn't work as described during your first 14 days, we replace it free of charge.

In rare cases — a decision by a regulator or one of our carrier partners, for example — we may have to change a number. We'll tell you as early as we can and give you a replacement number at no cost.

Bringing an existing number into HeyNum isn't available at this time. Where the rules of the number's country allow it, you can ask us to transfer a HeyNum number to another provider.

5. Prices and payment

Our prices are published on our website and include applicable taxes. The price of a number depends only on its country, never on where you live.

Subscriptions are paid in advance, for a month or a year, and renew automatically at the end of each period at the price then in force, until you cancel. We email you before every yearly renewal.

If a payment fails, we tell you by email and keep your number on hold for 14 days so you can update your payment method. If we still can't collect payment, the subscription ends and the number is released.

We may change our prices. We'll tell you at least 30 days before a change applies to you, and you can cancel before it takes effect.

6. Allowances

Each number includes, every month, 1,000 minutes of calls and 1,000 text messages to numbers in the number's country. Incoming calls and texts are unlimited. Unused allowances don't roll over.

Beyond the monthly allowance, calls and texts to the number's country use calling credit at the published rates, and we email you when you reach 80% of your allowance. Allowances are for normal personal and professional use: automated or bulk calling and texting, call centres and reselling aren't allowed, as described in our acceptable use policy.

7. Calling credit

Calls and texts to other countries use prepaid credit. The applicable rate is shown before every call. Calls are charged per minute once answered, with no connection fee; texts are charged per message part.

Credit doesn't expire while you have an active HeyNum number. It can't be transferred or exchanged for cash, except as described in our refund policy.

8. Travel eSIMs

Our travel eSIMs provide mobile data only, with no phone number. You're responsible for checking that your device supports eSIM and is unlocked before you buy. A data pack's validity starts when the eSIM first connects to a supported network in its destination. Speeds and coverage depend on our local partner networks.

9. Cancelling

You can cancel any subscription at any time from your account, in one click. Cancellation takes effect at the end of the period you've paid for: your number keeps working until then, and you won't be charged again.

Apart from the cases described in our refund policy and your legal rights, payments for periods that have started aren't refunded.

10. Right of withdrawal (EU and UK consumers)

If you're a consumer in the European Union or the United Kingdom, you have the right to withdraw from a contract within 14 days of concluding it, without giving any reason.

Because your number is delivered immediately at your express request, if you withdraw within those 14 days you pay only for the service provided until you tell us, and we refund the rest. The details, and a model withdrawal form, are in our refund policy.

11. Acceptable use

You agree to use HeyNum lawfully and in line with our acceptable use policy. In particular, you may not use it for spam, fraud, harassment, impersonation, bulk or automated messaging, or to get around the rules of other services.

12. Verification codes and other services

HeyNum numbers can receive verification codes from apps and websites. Each of those services decides which phone numbers it accepts and how it sends its messages, so we can't guarantee that a given service will accept your number or deliver its codes to it. Messages sent from short codes may not be delivered.

13. Availability of the service

We work hard to keep HeyNum available at all times, but the service depends on your internet connection, your browser and device, our carrier partners and the networks of other operators. We may interrupt the service for maintenance — when possible at quiet times and with notice. We don't guarantee uninterrupted availability.

14. Emergency calls

HeyNum does not support calls to emergency services (such as 112, 911 or 999) and cannot be used to locate you. Always keep a regular mobile or landline phone available for emergencies.

15. Your content

The messages, voicemails, transcripts, greetings and notes in your account belong to you. You allow us to store, process and transmit them only as needed to provide the service to you.

16. Privacy

We process personal data as described in our privacy policy. We don't ask for identity documents and we don't sell data.

17. Suspension and termination

We may suspend or close an account, or a number, if you seriously or repeatedly break these Terms or our acceptable use policy, if your use puts the service or other people at risk, or if we're required to by law. Where it's appropriate and legally possible, we'll warn you first and explain why.

You may close your account at any time. When an account is closed, numbers are released and data is deleted as described in our privacy policy.

18. Liability

Nothing in these Terms limits our liability where the law doesn't allow it to be limited, including for death or personal injury caused by negligence, fraud, or your statutory rights as a consumer.

Otherwise, we're not liable for losses that weren't foreseeable, for loss of business or profits (if you use HeyNum for business), or for problems caused by third-party services, your device or your internet connection. Our total liability for any claim is limited to the amounts you paid us in the 12 months before the event giving rise to the claim.

19. Changes to these terms

We may update these Terms to reflect changes to the service or to the law. For important changes, we'll tell you by email at least 30 days before they apply. If you don't agree, you can cancel before they take effect.

20. Governing law and disputes

These Terms are governed by the law applicable at the registered office of the company that operates HeyNum, as shown in our legal notice. If you're a consumer, you also keep the protection of the mandatory rules of the country where you live, and you can bring proceedings in its courts.

If something goes wrong, please contact us first: most problems are solved quickly by talking to a human.

21. Contact

Support: support@heynum.com. Billing: billing@heynum.com. Legal questions: legal@heynum.com. You can also use our contact form.