Terms of service: what you buy, what we owe you, and what is not allowed
The product is simple: you buy pages, the app sends faxes with them, and pages for a fax that did not arrive come back. These terms are long because a careful person, and a careful reviewer, wants every consequence written down before money changes hands.
The short version
- Pages are bought in packs through Apple’s in-app purchase. They never expire, there is no subscription, and nothing renews.
- A fax the receiving machine did not confirm returns its pages to your balance automatically. Money refunds are Apple’s, at reportaproblem.apple.com.
- “Delivered” means the receiving machine confirmed every page. We do not guarantee delivery, because the machine at the other end is not ours.
- Faxvio sends. It does not receive, does not give you a fax number, and makes no regulatory compliance claims.
- No unsolicited advertising faxes, no illegal content, no abuse of the limits. You are responsible for what you send and to whom.
- The app is licensed under Apple’s standard end-user licence; these terms govern the service. Your agreement is with the publisher, not with Apple.
- Questions: [email protected].
1. Who is this agreement with, and who can use the service?
These terms are an agreement between you and Vast Flow, LLP, a limited liability partnership registered in Almaty, Republic of Kazakhstan, which publishes Faxvio and is referred to below as “we”, “us” or “Faxvio”. By installing the app, buying pages or using the website you accept them; if you do not accept them, do not use the service. They apply to every version of the app on iPhone, iPad and Mac, to the free tools on faxvio.com, and to any support we give.
You must be old enough to enter into a binding contract where you live, or use the service with the consent of a parent or guardian who accepts these terms on your behalf. You must not be a person or in a place we are prohibited from serving under the sanctions and export laws that apply to us or to Apple: you confirm that you are not located in a country subject to a United States government embargo or designated as a “terrorist supporting” country, and that you are not on any United States government list of prohibited or restricted parties.
The app itself is licensed to you under Apple’s Licensed Application End User License Agreement, the standard terms every App Store app is distributed under. These terms add the rules of the fax service and the website, and where the two overlap on the service, these terms apply as far as Apple’s licence permits.
2. What Faxvio is, and what it is not
Faxvio is an app that assembles a document from your scans, files or photos, lets you add a cover page, quotes the fax in pages, transmits it through a fax carrier to the number you give, reports the carrier’s state of the transmission, and produces a receipt when the receiving machine confirms. Scanning, assembling, previewing, the cover page, contacts, history and receipts are free and unlimited; only transmission uses pages.
Faxvio does not receive faxes, does not provide you with a fax number, does not forward replies sent to the carrier’s number, does not store your documents after transmission, and does not act as your agent for any purpose beyond placing the call. It makes no regulatory compliance claims of any kind, and nothing on this site or in the app should be read as one. If your profession or your organisation requires a written agreement with its fax provider before transmitting particular categories of document, Faxvio is not that provider, and you must not use it for those documents.
3. Your licence to the app
We grant you a personal, limited, non-exclusive, non-transferable, revocable licence to use the app on Apple-branded devices that you own or control, as permitted by the Usage Rules in Apple’s App Store terms, including through Family Sharing where those rules allow it, for the purpose of sending faxes. You may not copy, modify, distribute, sell, rent, sublicense, reverse engineer, decompile or attempt to extract the source code of the app or the service, except where the law expressly allows it despite this clause. The app, the website, the tools, the design, the text and the marks are ours or licensed to us and protected by copyright and other laws; no rights are granted beyond this licence. Figures on the website marked as free to reuse may be reproduced with a link to the page they came from.
4. Pages and purchases
What a page is. A page is one page of a document transmitted to a receiving fax machine. Pages are sold in four packs through Apple’s in-app purchase system — currently 3 pages for $1.09, 7 pages for $1.99, 23 pages for $4.99, 57 pages for $9.99 at United States prices, with Apple setting the equivalent price in other storefronts, taxes included where Apple collects them — and are credited to the balance attached to your account identifier when Apple confirms the purchase. Prices are always shown by the App Store before you confirm; the prices on this website are for information.
Pages never expire. A pack bought today remains usable for as long as the service exists and your balance has not been deleted at your request. There is no subscription, no recurring charge, no trial that converts, and no minimum beyond the smallest pack. Buying more packs adds to the balance. We do not sell pages by any means other than Apple’s in-app purchase, and we never ask for a card number.
Where the balance lives. The balance is kept on our server and is the only balance that counts; the number in the app is a copy of it. The balance is attached to the account identifier your device generated and stored in iCloud Keychain, which is how one balance follows you across your iPhone, iPad and Mac without an account. The identifier is shown under Settings → About. Keep a note of it: if you sign out of iCloud on every device, turn off Keychain sync, reset a device without a backup, or otherwise lose the identifier, we can attach the balance to a new identifier only if you can show us the old one, or the App Store order identifier of a purchase.
Not transferable, not shared. Pages belong to the account identifier that bought them. They cannot be given to another person, moved between identifiers except as described above, or exchanged for money except through Apple’s refund process. Consumable in-app purchases are not shared through Family Sharing.
Restore Purchases. The button in the page store asks Apple and our purchase-validation service for any purchase that has not yet been credited to your identifier and credits it. It does not transfer pages between identifiers and cannot return pages you have spent. If a purchase does not appear within an hour, write to us with the App Store order identifier from your Apple receipt email and the account identifier, and we will credit it by hand.
The first page. On a new device and a new account, one page for a one-page fax to a standard number is credited without a purchase, once. It is an ordinary page and is spent like any other. Obtaining it more than once, by any means, is a breach of these terms and we may remove it.
5. Quotes, deductions and refunds
The quote is the charge. Before you confirm, the app quotes the fax in pages: one page per page to a standard number in any destination on the allow-list, two pages per page to a toll-free, shared-cost or premium prefix, and nothing for the cover page. The quote is computed by the app and confirmed by our server; the server’s figure is the one deducted, and the two agree because they run the same rules. If they ever disagreed, you would pay the lower.
When pages are deducted. On our server, when the fax is dispatched to the carrier, in the amount quoted. Never for scanning, previewing, assembling or drafting, and never estimated on the device. If your balance is short, the fax is not dispatched and nothing is deducted; the app opens the page store instead. While sending is paused for maintenance or a carrier incident, nothing is dispatched and nothing is deducted, and the app says so.
When pages come back. If the transmission does not complete — the line is busy after retries, nobody answers, no fax machine answers, the receiving machine hangs up mid-call, the number turns out not to be a fax line, or the carrier reports any other failure — the pages return to your balance automatically. You do not need to ask. The refund is recorded in the ledger, the fax is marked as returned in History, and the receipt says so. This is the only refund we can issue directly.
Delivered but not received. If the app shows Delivered and the recipient says nothing arrived, write to us with the transmission identifier from the receipt, and we will check the carrier’s record of the call. If the carrier’s record shows that the receiving machine did not confirm every page, we return the pages. If it shows a confirmation, the pages stay spent, because a confirmation from the receiving machine is what a fax is; what happens to the pages after that machine prints them is outside anyone’s control but the recipient’s.
Money refunds. Refunds of a purchase — the money, rather than the pages — are handled by Apple, because Apple took the payment, under Apple’s refund policy and at reportaproblem.apple.com. We cannot refund a purchase ourselves. When Apple refunds a pack, the pages it contained are removed from your balance; if some of them were already spent, the balance goes negative until the next purchase, and no fax is dispatched until it is positive again. We do not otherwise refund unused pages, except where the law of your country gives you a right we cannot exclude, in which case we will honour it through Apple or, if Apple’s systems do not allow it, by another reasonable means.
6. Delivery, status, and what we do not guarantee
A fax is a telephone call between two machines that follow the ITU-T T.30 procedure. The receiving machine acknowledges each page it has decoded, and a transmission is complete only when the last acknowledgement arrives. When the app shows Delivered, it means the carrier has reported that acknowledgement for every page. Before that it shows Transmitting, with the time of the last update the carrier gave us; a status that has not been updated for more than 20 minutes is labelled as stale, because we would rather tell you we do not know than guess. A fax that could not be delivered is shown as returned, with the pages back in your balance.
We do not guarantee that a fax will be delivered, or delivered by a particular time, or delivered legibly. The machine at the other end may be busy, out of paper, switched off, connected to a poor line, set to reject unknown senders, or replaced by a voice line since the number was printed, and none of that is within our control. The carrier’s network, the telephone network between it and the recipient, and Apple’s services may also fail or be interrupted. What we guarantee is the honest part: we report the state the carrier reports, we never show Delivered on optimism, and we return the pages for anything the receiving machine did not confirm. Do not use Faxvio for any communication where a delay or a failure could endanger a person, a deadline that cannot be missed, or a legal filing without checking that the court or authority accepts fax and confirming receipt with them.
We may change the fax carrier, add or remove destinations, adjust the limits, pause sending during an incident, and change how the app works, without a new version of the app, because those settings are served to it. A change that affects what you can do with pages you already own is announced in the app.
7. Destinations and limits
One page is charged per page transmitted to any destination on the app’s allow-list, which currently covers 37 countries and territories and is published on the destinations page. A number outside the list is refused before anything is charged. Destinations the carrier cannot reach, and countries subject to sanctions that apply to us or the carrier, are never on the list.
| Limit | Value | Why |
|---|---|---|
| Pages per fax | 50 | Longer calls fail more often; split large documents |
| Upload size per fax | 19 MB | Fax is a low-resolution medium; a larger file is not a better fax |
| Faxes per hour, per account | 10 | Abuse prevention without accounts |
| Faxes per day, per account | 60 | The app is for the fax you have to send, not for campaigns |
| Destinations | 37 | Only countries the carrier fully supports; others are refused before charging |
| Pages per page, service prefixes | 2 | Toll-free, shared-cost and premium numbers cost the carrier more; shown before you confirm |
The limits are enforced by the server and may be changed without a new version of the app; the current values are published on this page and shown in the app when they apply. A request that exceeds a limit is refused before any page is deducted.
8. What you are responsible for, and what is not allowed
You are responsible for the content of every fax, for having the right to send it, for the accuracy of the number you send it to, and for what the law where you and the recipient are requires of a sender. In particular:
- No unsolicited advertisements. In the United States the Telephone Consumer Protection Act and the Junk Fax Prevention Act of 2005 prohibit sending an unsolicited advertisement to a fax machine, and most other countries have an equivalent. Faxvio is not a tool for bulk, marketing or campaign faxes; the limits above are set to make it a poor one, and we suspend accounts that use it that way.
- Sender identification. United States law requires a fax sent by a business to identify the sender and give a number at which the sender can be reached. The header line printed on every page carries the date, the time and the carrier’s number, not yours; if you send business faxes, put your name, your organisation and a number that reaches you on the cover page, which the app adds without charge.
- Consent to receive. Send only to people and organisations that publish or gave you the number for the purpose you are using it for.
- No illegal content. Nothing that infringes copyright or other rights, defames anyone, contains threats or harassment, is obscene, or is otherwise unlawful to send or to possess in the country of the sender or the recipient.
- No emergency lines. Do not fax numbers used for emergency services, and do not rely on a fax for any communication where a delay or a failure could endanger someone.
- No circumvention. Do not attempt to obtain the first page more than once, to interfere with the rate limits, to send documents through anything other than the app, to probe or overload the service, or to reverse engineer it.
- No misrepresentation. The sender name on the cover page must be yours or one you are entitled to use.
- Third-party terms. You must comply with any third-party terms that apply to your use, such as your mobile carrier’s data plan or Apple’s App Store terms.
We may refuse a destination, refuse a fax, suspend or terminate an account identifier that breaks these rules, and report unlawful use to the carrier or the authorities, and we may do so without notice where the law, the carrier or the safety of others requires it. Unused pages on a balance suspended for a breach of these terms are not refunded. You agree to indemnify and hold us harmless from claims, damages and reasonable costs arising from your breach of these terms, your misuse of the service, the content you send, or your violation of the rights of anyone else.
9. Your documents and your privacy
Your documents are yours. We claim no rights in anything you fax, and we use it only to transmit it, as described in the privacy policy, which forms part of these terms: the document reaches our server only when you press send, goes to the carrier, and is deleted from our server once the carrier has accepted it and in any case within 24 hours. You may not send anything you do not have the right to send, and you grant us only the licence needed to transmit it.
10. Support and maintenance
We, and not Apple, are solely responsible for the app, the service, and for providing any maintenance and support for them. Support is by email at [email protected]; what to include is on the contact page. Apple has no obligation whatsoever to furnish any maintenance or support services with respect to the app.
11. Warranty
We warrant that the app will do what section 2 says, that pages are charged only as section 5 says, and that pages for an unconfirmed fax come back. Beyond that, the app, the service and the website are provided as they are and as they are available. To the fullest extent the law allows, we exclude every other warranty, express or implied, including any implied warranty of merchantability, fitness for a particular purpose, non-infringement, or that the service will be uninterrupted or error-free. In the event of any failure of the app to conform to any applicable warranty, you may notify Apple, and Apple will refund the purchase price for the app to you; to the maximum extent permitted by applicable law, Apple will have no other warranty obligation whatsoever with respect to the app, and any other claims, losses, liabilities, damages, costs or expenses attributable to any failure to conform to any warranty are our responsibility.
12. Liability
To the fullest extent the law allows, we are not liable for indirect, incidental, special, exemplary or consequential loss; for loss of profit, business, opportunity, goodwill or data; or for any loss arising from a fax that was not delivered, was delivered late, was delivered illegibly, or was delivered but not acted on by the recipient, from a wrong number you gave, or from the failure of any network, carrier, device or third-party service. Our total liability for all claims connected with the service in any twelve-month period is limited to the greater of the amount you paid for pages in the twelve months before the claim and ten US dollars. Nothing in these terms excludes or limits liability that cannot be excluded or limited by law, including for death or personal injury caused by negligence, for fraud, or under mandatory consumer law where you live; in those cases the terms apply to the fullest extent the law allows.
13. Claims, and Apple’s position
We, not Apple, are responsible for addressing any claim by you or any third party relating to the app or your possession or use of it, including product liability claims, any claim that the app fails to conform to a legal or regulatory requirement, and claims arising under consumer protection, privacy or similar law. We, not Apple, are solely responsible for the investigation, defence, settlement and discharge of any claim that the app or your possession and use of it infringes a third party’s intellectual property rights. Apple and Apple’s subsidiaries are third-party beneficiaries of these terms, and upon your acceptance of them Apple has the right, and is deemed to have accepted the right, to enforce them against you as a third-party beneficiary. These terms are between you and us only, not with Apple; Apple is not responsible for the app or its content.
14. Ending the agreement
By you. Delete the app. Your balance stays on our server so that it is there if you reinstall; if you want it gone, ask us to delete your account identifier as the privacy policy describes, accepting that unused pages are deleted with it.
By us. We may suspend or terminate an account identifier for a breach of these terms as section 8 says. We may also withdraw the service, a destination or a feature. If we withdraw the service entirely, we will give at least 90 days’ notice in the app and on this website, keep sending available for the pages on your balance during that period, and, for pages that could not be used because of the withdrawal, arrange a refund through Apple where Apple’s systems allow it or by another reasonable means where they do not.
15. Changes to these terms, and notices
We may update these terms. The effective date and version number at the top change when we do, and a change that materially reduces your rights or increases your obligations is announced in the app at least 14 days before it takes effect, except where a change is required by law or by Apple, in which case it takes effect when required. Continuing to use the service after a change means accepting it; if you do not accept it, stop using the service and, if you wish, ask for deletion. Notices from us are given in the app and on this website; notices from you are given by email to [email protected].
16. Which law applies, and how disputes are handled
Write to us first: most disputes are a transmission record and a refund, and we resolve those by email. These terms are governed by the laws of the Republic of Kazakhstan, without regard to conflict-of-law rules, and the courts of the Republic of Kazakhstan have jurisdiction over any dispute arising from them. If you are a consumer, you keep the protection of the mandatory consumer laws of the country where you live, and you may bring a claim in the courts of that country; nothing here takes those rights away. The English text of these terms prevails over any translation.
17. General
These terms, the privacy policy and Apple’s licence are the whole agreement between you and us about the service. If any part of them is found unenforceable, the rest remains in force, and the part is replaced by the enforceable term closest to its intent. Our not enforcing a term is not a waiver of it. You may not assign these terms; we may assign them to a successor of the business on notice in the app. Section headings are for reading, not interpretation. Where these terms say “including”, they mean “including without limitation”.
Bottom line
You buy pages from Apple in packs that never expire; the app spends them only when a fax is dispatched, charges two per page on service prefixes and says so first, and returns them for any fax the receiving machine did not confirm. Money refunds are Apple’s. We report the carrier’s state honestly and guarantee nothing about the machine at the other end. No unsolicited advertising, no illegal content, 50 pages per fax, 60 faxes per day. The app is licensed under Apple’s standard licence; the agreement about the service is with Vast Flow, LLP under Kazakhstan law, with your local consumer rights intact, and questions go to [email protected].