PS Tech General Terms of Business (B2B)

2. DEFINITIONS AND INTERPRETATION 

2.1 Definitions 

In these Terms: 

"Business Day" means a day other than a Saturday, Sunday or public holiday in England. 

"Contract" means the contract between the Supplier and the Customer formed in accordance with clause 3. 

"Digital Products" means software, software licences, licence keys, product keys, subscriptions, digital entitlements, hosted services, SaaS platforms, cloud services, online services, user accounts, tenants, seats, access rights, activations and similar intangible or electronically supplied items. 

"Goods" means physical products, hardware, accessories, devices, equipment, components and other tangible items supplied by the Supplier. 

"Project Scope" means an accepted quotation, statement of work, scope document, project schedule, order form or similar document setting out the detailed scope, deliverables, assumptions, exclusions, milestones, timescales or pricing for a specific supply. 

"Services" means one-off professional services, consultancy, implementation, installation, configuration, migration, remediation, ad hoc labour, project work, and ad hoc support or assistance requested by the Customer (including reactive remote or on-site support provided on a time and materials basis), but excluding managed services, SLA-based support or ongoing service desk provision, or any services expressly governed by a separate managed service agreement or service-specific terms. 

"Subscription" means any recurring supply of Digital Products, software, licences, services or other items charged on a periodic basis (for example, monthly or annually) and governed by these Terms. 

"Vendor" means any third-party manufacturer, publisher, licensor, distributor, carrier, network operator, cloud provider, regional supplier or other third party whose product, service, platform, technology or supply chain forms part of the supply to the Customer. 

2.2 Interpretation 

References to "writing" or "written" include email unless expressly stated otherwise. 

Clause headings are for convenience only and do not affect interpretation. 

3. BASIS OF CONTRACT 

3.1 Application of Terms 

These Terms apply to all quotations, orders, purchases and supplies described in clause 1.3, including: 

(a) website, portal or catalogue orders; 
(b) quotations accepted by the Customer; 
(c) orders placed by email, telephone or other means and accepted by the Supplier; and 
(d) purchase orders issued by the Customer and accepted by the Supplier.

3.2 Exclusion of Customer Terms 

Any terms or conditions proposed by the Customer; including any terms contained in a purchase order, procurement portal, supplier onboarding form, vendor registration, acknowledgement or other customer document; are excluded and do not apply, unless the Supplier expressly agrees to them in a separate signed document. 

3.3 Quotations 

A quotation is an invitation for the Customer to place an order on these Terms. A quotation is not a binding offer by the Supplier, and the Supplier is not bound until it accepts the order as described in clause 3.4. 

3.4 Contract Formation 

A Contract is formed only when the Supplier: 

(a) confirms acceptance of the Customer's order in writing (including by email); or 
(b) begins delivery, provisioning, activation, performance or other fulfilment of the relevant supply. 

3.5 Precedence 

If there is any conflict between these Terms and an accepted quotation, Project Scope, statement of work, or special terms document, that specific quotation or document prevails to the extent of the inconsistency for the applicable supply. 

4. QUOTATIONS, VALIDITY AND ORDER ACCEPTANCE 

4.1 Quotation Validity Period 

Each quotation remains open for acceptance for the period stated in the quotation. 

4.2 Default Validity 

If no validity period is stated, a quotation is valid for 14 days from its date. 

4.3 Subject to Availability, Price and Correction 

Unless expressly stated otherwise in writing, all quotations are subject to: 

(a) availability of the quoted goods, software, licences or services; 
(b) confirmation of pricing and correction of errors or omissions; 
(c) Vendor availability and Vendor pricing; and 
(d) withdrawal or revision by the Supplier at any time before the Supplier accepts the order. 

the Supplier reserves the right to correct obvious errors (including typographical, pricing or specification errors) and to withdraw or revise a quotation before acceptance if such errors are discovered. 

4.4 Right to Refuse Orders 

the Supplier may refuse any order, in whole or in part, including where: 

(a) a quoted item becomes unavailable or is discontinued by a Vendor; 
(b) a Vendor withdraws, changes or restricts supply; 
(c) there is an obvious pricing, specification or configuration error in the quotation or order; 
(d) the Customer's credit status or payment record is unsatisfactory; or 
(e) the Supplier reasonably concludes that the order cannot be fulfilled on the quoted basis. 

5. PRICES, VAT AND PAYMENT 

5.1 Prices Exclusive of VAT 

All prices are exclusive of VAT and any similar sales, use or goods-and-services taxes or duties, unless expressly stated otherwise in the quotation or invoice. The Customer must pay any applicable VAT or taxes in addition to the quoted price. 

5.2 Payment Terms 

(a) Unless the Supplier has agreed in writing to provide a credit account or alternative payment terms, payment is due in full in advance of delivery, activation, provisioning or performance. 

(b) Where the Supplier has agreed in writing to provide a credit account, payment is due within 30 days from the invoice date, unless a different period is expressly agreed in writing. 

(c) Where a quotation or Project Scope specifies stage payments, milestone payments, deposits or other payment triggers, those terms apply for that supply. 

5.3 Payment in Full 

The Customer must pay all sums due in full, in cleared funds, without any deduction, withholding, set-off or counterclaim, except for deductions or withholdings required by law. 

5.4 Time is of the Essence 

Time for payment of all sums is of the essence of the Contract. 

5.5 Security and Prepayment 

The Supplier may require a deposit, advance payment, stage payment or other form of security before commencing or continuing any supply. The Supplier may suspend or refuse delivery, activation, provisioning or performance until such requirement is satisfied. 

5.6 Pricing Basis and Billing Increments 

(a) Unless expressly stated otherwise in an accepted quotation or Project Scope, the price for Services and project work is deemed to include the Supplier's ordinary costs and overheads associated with delivering that scope, including reasonable travel time and routine expenses. 

(b) Where Services are provided on a time and materials basis (or where hourly or daily rates apply): 

(i) remote work performed from the Supplier's own premises is charged in minimum increments of 15 minutes; and 

(ii) on-site work is charged in minimum increments of 1 hour. Unless expressly stated otherwise in the quotation, Project Scope, rate card or order confirmation, on-site billable time may include reasonable travel time where on-site attendance is required. 

(c) If an on-site appointment is arranged and the Customer cancels or reschedules it with less than 24 hours' notice, or if upon arrival the Supplier is unable to proceed due to the Customer's failure to provide required access, information, preparedness or authorised personnel, the Supplier may charge for the wasted time (including travel time), any waiting time, and any costs or expenses reasonably incurred as a result of the delay or aborted visit. 

(d) Any non-routine or exceptional expenses (for example, accommodation for multi-day travel, expedited courier charges, specialist access equipment, or third-party access fees) will only be charged to the Customer if such expenses are expressly excluded in the quotation or Project Scope or are approved in writing by the Customer in advance. 

5.7 Invoice Queries and Disputes 

(a) If the Customer wishes to dispute any part of an invoice, it must notify the Supplier in writing within 7 days of the invoice date, providing the invoice number and details of the disputed amount and reasons. The Customer should include any supporting information reasonably required for the Supplier to investigate the query. 

(b) A dispute notice under clause 5.7(a) may be submitted either: 

(i) by raising a support ticket via the Supplier's customer support or helpdesk system; and/or 

(ii) by email to cs@pstechnology.co.uk. 

(c) the Customer must pay all undisputed amounts in accordance with the agreed payment terms. The existence of a disputed amount does not entitle the Customer to withhold or delay payment of any undisputed portion of the invoice. 

(d) the Supplier will investigate any invoice dispute raised under clause 5.7(a) in good faith. If the dispute is resolved in the Customer's favour, the Supplier will issue a correcting invoice or a credit note for any agreed adjustment. 

(e) If the Customer does not raise a dispute in accordance with clause 5.7(a) within the 7-day period, the invoice shall be deemed accepted as correct and payable in full. This does not affect the Customer's rights with respect to any proven defects in Goods or Services under the Contract. 

6. LATE PAYMENT 

6.1 Interest and Compensation 

If the Customer fails to pay any amount by its due date, the Supplier may charge: 

(a) interest on the overdue sum at the statutory rate under the Late Payment of Commercial Debts (Interest) Act 1998, accruing daily from the due date until payment in full; and 

(b) a fixed sum by way of compensation for recovery costs, as specified by that Act (or any successor legislation). 

6.2 Recovery Costs 

the Supplier may also recover any reasonable legal fees, debt collection costs and other costs incurred in pursuing the overdue amount, to the extent permitted by law. 

6.3 Cumulative Remedies 

the Supplier's rights under this clause are in addition to any other rights or remedies it may have, including the right to suspend performance under clause 17 or terminate the Contract under clause 18. 

7. DELIVERY, ACCESS AND PROVISIONING 

7.1 Delivery of Goods 

Physical Goods will be delivered to the delivery address agreed in the accepted order or quotation, or made available for collection by the Customer, as confirmed by the Supplier. 

7.2 Delivery of Digital Products 

Digital Products, software, licences, subscriptions and online services may be delivered or made available by: 

(a) email (for licence keys, activation codes or download links); 

(b) electronic provisioning or activation in a Vendor's platform, tenant, portal or account; 

(c) creation or allocation of user accounts, seats or access rights; or 

(d) any other electronic or online means notified to the Customer. 

Delivery (or fulfilment) is deemed complete when the Supplier has taken the agreed steps to make the product or service available to the Customer. 

7.3 Delivery Dates and Timescales 

Any delivery, implementation, activation, go-live or project completion dates communicated by the Supplier are estimates only, and are not guaranteed or "time of the essence" commitments, unless: 

(a) the accepted quotation or Project Scope explicitly states that a particular date or timeline is binding; or 

(b) the Supplier has agreed a binding delivery date in a separate signed document. 

Time is not of the essence for delivery or performance, unless specifically agreed in writing. 

7.4 Delays Outside the Supplier's Control 

the Supplier is not liable for any failure or delay in delivery or performance to the extent caused by: 

(a) a Force Majeure event (as defined in clause 25.1); 

(b) any act, omission or delay by the Customer (including failure to provide information, access, approvals or cooperation as required under clause 9); or 

(c) any Vendor delays or shortages, courier or logistics delays, carrier or network issues, customs or import processes, or any other circumstances beyond the Supplier's reasonable control. 

If a delay occurs due to any of the above, the Supplier's time for performance will be extended by a reasonable period, and the Supplier will not be liable for any loss or damage resulting from the delay. 

7.5 Failed Delivery and Re-delivery 

(a) If the Supplier is unable to complete delivery of Goods on the scheduled date because of any act or omission of the Customer (for example, the Customer is not available to take delivery, has provided incorrect delivery details, or has not prepared the site or obtained necessary permits), the Supplier may treat this as a Customer-caused delay. In such case, the Supplier may charge the Customer for reasonable additional costs incurred, including storage, insurance, and re-delivery fees. 

(b) If re-delivery or rescheduled delivery is required due to a Customer-caused failed delivery, the Customer shall bear any associated costs. The Supplier will notify the Customer of the new delivery date or collection arrangements as necessary. 

7.6 Partial Deliveries 

the Supplier may, at its discretion, deliver Goods or perform Services in instalments. Each instalment shall be treated as a separate supply. Any delay in delivery or defect in an instalment does not entitle the Customer to cancel any other instalment or the remaining part of the Contract. 

8. PROJECT WORK AND SERVICES 

8.1 Project Scope Document 

Project work, implementation services and other one-off Services will normally be detailed in an accepted quotation or Project Scope document that outlines what will be done. 

8.2 Contents of Project Scope 

An accepted quotation or Project Scope may include details such as: 

(a) the scope of work and specific deliverables; 

(b) assumptions and dependencies (for example, prerequisites or Customer responsibilities); 

(c) items explicitly excluded from scope; 

(d) timeline, milestones and key target dates; 

(e) completion criteria and any acceptance procedures; 

(f) stage payments or payment milestones; and 

(g) any special terms specific to that project or service. 

8.3 Precedence of Project Scope 

If an accepted quotation or Project Scope includes terms that conflict with these General Terms, the terms of that quotation or Project Scope will take precedence for the supply it covers (but will not affect other, separate supplies). 

8.4 Changes and Variations 

Any change to the agreed scope, deliverables, timeline, exclusions or other material aspect of a project or Service must be agreed in writing. Changes may require:

(a) a formal written variation or change order signed by both parties;

(b) an updated or additional quotation or Project Scope;

(c) additional charges (for example, for extra work or materials);

(d) adjusted timelines or milestones; and/or

(e) revised acceptance criteria or other terms.

the Supplier is not obliged to carry out any change or extra work unless and until such change is mutually agreed in writing. 

8.5 Acceptance of Deliverables 

(a) Completion: Project work or a deliverable will be deemed "complete" when it materially meets the agreed scope and completion criteria set out in the relevant Project Scope or quotation. 

(b) Notice of Completion: the Supplier will notify the Customer when it believes that the deliverable or project has been completed in accordance with the agreed criteria. 

(c) Review Period: the Customer then has 10 Business Days from the date of that notice to review the deliverable and either: 

(i) confirm acceptance in writing; or 

(ii) provide a written rejection notice detailing any material deficiencies where the deliverable does not meet the agreed completion criteria. 

(d) Remedy of Defects: If the Customer provides a valid rejection notice under clause 8.5(c)(ii), the Supplier will be given a reasonable opportunity to correct the identified material non-conformities and will re-submit the deliverable for acceptance once remedied. 

(e) Deemed Acceptance: If the Customer neither formally accepts nor issues a valid rejection within the 10 Business Day review period, the deliverable will be deemed accepted on the next Business Day after that period. Additionally, if the Customer uses the deliverable in live operations or for any productive business purpose, such use will constitute acceptance of the deliverable. 

(f) Invoice Trigger: Once a deliverable or project is accepted (whether expressly or deemed), the Supplier is entitled to invoice any final or acceptance-linked payment due for that deliverable or project, in line with the agreed payment terms. 

9. CUSTOMER RESPONSIBILITIES 

9.1 Customer Obligations 

the Customer must, in a timely manner and at no cost to the Supplier, provide all cooperation, resources and assistance that the Supplier reasonably requires to perform the Contract, including but not limited to: 

(a) all information, data, documentation, specifications, decisions and approvals that are reasonably requested by the Supplier; 

(b) access to the Customer's premises, systems, networks, facilities, equipment, accounts and environments as reasonably needed for delivery of Goods or Services; 

(c) making available the Customer's relevant personnel, contractors or third-party providers to provide information or assistance, and ensuring they cooperate with the Supplier as needed; and 

(d) any equipment, software, licences, services or materials that the Customer is obligated to supply under the Project Scope or any specific agreement. 

9.2 Reliance on Information Provided 

the Supplier will be entitled to rely on all information, specifications, instructions and decisions supplied by the Customer. The Supplier is not liable for any consequences of inaccurate, incomplete or late information or instructions provided by the Customer. 

9.3 Consequences of Customer Default 

The Supplier will not be responsible for any failure to perform, delay, additional cost or other issues to the extent caused by: 

(a) the Customer's failure to provide, or delay in providing, any required information, resources, access or cooperation; 

(b) errors or omissions in any materials or information provided by the Customer; 

(c) faults or deficiencies in the Customer's own hardware, software, network, internet connectivity or services provided by third parties engaged by the Customer; or 

(d) the Supplier following or relying on any Customer instruction, specification or requirement. 

If any delay or additional cost is caused by the Customer as described above, the Supplier may (without limiting its other rights) revise any affected delivery schedule or deadlines, and charge the Customer on a time-and-materials basis (or as otherwise agreed) for any resulting additional work, delays or wasted time. Such delays or failures by the Customer may also entitle the Supplier to suspend performance under clause 17. 

9.4 On-site Access, Authorised Personnel, Health & Safety and Site Conditions 

(a) Where on-site attendance by the Supplier's personnel is required, the Customer must ensure the Supplier's staff have timely and safe access to the relevant premises, work areas, equipment, systems and facilities. This includes access to any comms rooms, server rooms, network cabinets, riser cupboards or other restricted areas necessary to perform the Services. 

(b) the Customer must have an authorised representative available (in person on-site, or at least by phone) at the scheduled time of the visit to provide site access, necessary permissions, information and decisions or approvals required for the Supplier to carry out the work efficiently. 

(c) the Customer must ensure the on-site working environment is safe, properly prepared and suitable for the tasks to be performed. The Customer must inform the Supplier's personnel of any relevant site safety rules, known hazards, restricted zones or required safety inductions before work begins. The Supplier's staff must be able to comply with any reasonable health and safety instructions or policies at the site. 

(d) the Customer is responsible for arranging any necessary parking permits, visitor badges, elevator access or similar logistical requirements to enable the Supplier's personnel to attend on site and perform their work without undue delay. 

(e) If the Supplier is unable to commence or continue on-site work as scheduled due to the Customer's failure to meet its obligations under this clause 9.4, such event will be treated as a Customer default under clause 9.3 (and, if applicable, an aborted visit under clause 5.6). In such case, the Supplier may charge for the resulting waiting time, travel time or wasted costs, and any rescheduled visit will be at the Customer's expense as provided in those clauses. 

10. INSPECTION OF GOODS ON DELIVERY 

10.1 Inspection Obligation 

The Customer must inspect delivered Goods as soon as reasonably possible upon delivery or collection to verify that the correct items have been supplied and to check for any visible damage or discrepancies. 

10.2 Damaged or Incorrect Delivery 

If packaging or Goods appear damaged, faulty, or incorrect at the time of delivery, the Customer must either: 

(a) refuse to accept the delivery and note the refusal (and the observed issue, for example "damaged" or "wrong items") on the courier or delivery paperwork; or 

(b) accept the delivery, but ensure that the details of the damage, shortage or error are clearly recorded in writing with the courier, delivery agent or attending Supplier representative at the time of delivery. 

10.3 Notification of Defects and Discrepancies 

(a) the Customer must notify the Supplier in writing as soon as reasonably practicable (and in any event within 2 Business Days of delivery) of any: 

(i) visible damage to or defect in the Goods; 

(ii) missing or short-delivered items; 

(iii) delivery of Goods not in accordance with the order; or 

(iv) any other discrepancy or issue evident upon delivery. 

(b) If a defect or non-conformity could not reasonably be discovered on initial inspection (a "latent" defect), the Customer must notify the Supplier as soon as reasonably possible after discovering it (and within any applicable warranty period offered by the manufacturer or Vendor). 

(c) Upon request, the Customer should provide the Supplier with reasonable evidence of any reported damage or defect (for example, photographs of the packaging and goods, serial numbers, and a description of the issue) and should retain the goods and packaging in case inspection is needed by the Supplier or manufacturer. 

(d) If the Customer fails to give notice of a defect, shortage or error within the time required by this clause 10.3, the Goods shall be deemed to have been delivered in acceptable condition and in accordance with the Contract, unless the Customer can demonstrate that it was not reasonably possible to discover the problem earlier. Delay or failure in notification may, to the extent permitted by law, limit the remedies available to the Customer. 

11. RETURNS AND UNWANTED GOODS 

11.1 No Right of Return 

Except in cases of the Supplier's error or where a right of return is required by law, the Customer has no automatic right to return Goods, Digital Products, licences or subscriptions once supplied, if they are not faulty or non-conforming. "Change of mind" returns or cancellations are not accepted as a contractual right. 

11.2 Discretionary Acceptance of Returns 

The Supplier may, at its sole discretion, agree to accept the return of unwanted Goods or cancellation of Digital Product licences or subscriptions, subject to conditions including (but not limited to): 

(a) the Customer obtaining prior written authorisation for the return (for example, an RMA number issued by the Supplier); 

(b) the Goods being in brand-new, unused condition, with all original packaging, seals and documentation intact; 

(c) the return being made within any time period specified by the Supplier; 

(d) any required approval by the manufacturer or Vendor (if the Supplier's supply chain requires their consent); and 

(e) the Customer agreeing to pay any re-stocking fee, handling charge or administration fee specified by the Supplier (typically 15–25% of the item's price, or as notified in the return authorisation). 

11.3 Risk and Cost of Return 

Unless the Supplier expressly agrees otherwise, the Customer will bear the risk of loss or damage to goods in transit and all costs of shipping or returning unwanted Goods to the Supplier (or to any address specified by the Supplier). 

11.4 Refund Process 

If the Supplier agrees to a return under clause 11.2 and the Goods (and packaging) are received back in acceptable condition, the Supplier will issue any applicable refund or credit to the Customer's account (after deducting any agreed re-stocking or handling fees) within a reasonable period after inspection. 

12. DIGITAL PRODUCTS, LICENCES AND SUBSCRIPTIONS 

12.1 Nature of Supply 

Digital Products (including software, cloud services and licences) are provided on a right-to-use basis under licence or subscription; no ownership of any intellectual property or software is transferred to the Customer. 

12.2 Non-Cancellable Once Issued 

Once a licence key, activation code, user account, tenant, seat, subscription or other Digital Product has been: 

(a) issued, allocated, activated, provisioned or otherwise made available to the Customer; or 

(b) redeemed, downloaded, accessed or used by the Customer (or any of the Customer's end-users), 

that Digital Product is non-cancellable and non-refundable for the committed term of supply, except in the following cases: 

(i) it was supplied in error or does not match the Customer's order; 

(ii) it was not activated or made available as agreed; 

(iii) it is genuinely defective, invalid or materially non-conforming to its description; or 

(iv) a refund or cancellation right is required by law. 

This reflects that digital and licensed products are often provided via third-party Vendors on terms that do not allow returns once provisioned. 

12.3 Vendor Terms and Usage Restrictions 

All Digital Products and subscriptions are subject to the applicable Vendor's own terms and conditions. This typically includes (but is not limited to): 

(a) end user licence agreements, terms of service, or use policies imposed by the Vendor; 

(b) acceptable use or fair use policies; 

(c) usage or licence scope restrictions (for example, territorial limits, number of users or devices, or permitted business purpose); 

(d) the Vendor's support, warranty and service level commitments (if any); 

(e) the Vendor's data protection, privacy and security terms; and 

(f) the Vendor's procedures for support requests, fault reporting, warranty claims and issue resolution. 

the Customer agrees to comply with all such Vendor terms. The Supplier will, on request, provide or direct the Customer to the relevant Vendor terms if not already provided. 

12.4 Subscription Term and Renewal 

(a) Each Subscription continues for the initial term specified in the accepted quotation, order confirmation or subscription schedule (for example, a 12-month term, or month-to-month if so stated). 

(b) Auto-Renewal: Unless the quotation or order explicitly states that a Subscription will not renew, the Subscription will automatically renew at the end of each term for an additional period equal to the initial term (or another renewal period specified in the order). 

(c) Renewal Pricing: Renewals will be charged at the Supplier's then-current standard prices for the Subscription or (if applicable) at any pricing agreed in the quotation or subscription agreement, subject to any Vendor price changes under clause 14. 

12.5 Notice to Prevent Renewal 

Either party may elect not to renew a Subscription beyond the current term by giving the other party at least 30 days' prior written notice before the end of that term. If neither party gives such notice, the Subscription will renew automatically as described above. 

12.6 Exceptions for Managed Services and Special Terms 

Clauses 12.4 and 12.5 (auto-renewal and notice) do not apply if: 

(a) the Subscription or recurring service is provided under a separate managed services agreement or other service-specific contract that specifies its own term and renewal provisions; or 

(b) the accepted quotation or order expressly states different renewal or termination terms for that supply (in which case the stated special terms will govern). 

13. WARRANTIES AND VENDOR TERMS 

13.1 Vendor Warranty Pass-Through 

If Goods or Digital Products supplied by the Supplier carry a transferable manufacturer's or Vendor's warranty, the Supplier will pass through (or assign) the benefit of that warranty to the Customer to the extent reasonably practicable, and in accordance with the manufacturer's or Vendor's terms. 

13.2 Supplier's Limited Warranty 

the Supplier warrants that: 

(a) it has the right to sell or license the Goods, Digital Products and Services it supplies; 

(b) any Services will be performed with reasonable care and skill, by appropriately trained personnel; and 

(c) any Goods will, at the time of delivery, materially conform to the description in the Contract (or specification provided by the Vendor), subject to any variation or tolerance generally accepted in the industry. 

13.3 No Other or Extended Warranties 

Except as expressly set out in clause 13.2 (or under any manufacturer's or Vendor's warranty under clause 13.1), the Supplier provides no further or additional warranty. In particular, to the fullest extent permitted by law, the Supplier does not promise or guarantee that goods or services will be fit for any particular purpose (unless specifically agreed in writing), or that they will be free from errors or uninterrupted, or meet any performance, quality or compatibility standards beyond what is expressly stated in the Contract or official Vendor documentation. If an extended warranty, enhanced support package or service level agreement is offered by the Supplier and agreed in writing, it will apply only as specifically stated in the relevant quotation or agreement. 

13.4 Warranty Claims Process 

(a) The Customer must notify the Supplier in writing of any defect or issue that it believes is covered by a warranty, as soon as reasonably practicable after discovering it. The notice should include reasonable details of the problem to assist with diagnosis. 

(b) Warranty service (such as repair or replacement) may be subject to the procedures, terms and turnaround times of the relevant manufacturer or Vendor. This can include requirements for troubleshooting steps, return of faulty parts, completion of claim forms, or other diagnostic actions. 

(c) The Supplier will use reasonable efforts to assist the Customer with making or progressing any valid warranty claim against a manufacturer or Vendor, but the Supplier is not responsible for the actual warranty service outcome or any delay by the third party in processing the claim. 

13.5 Warranty Exclusions 

The warranties in this Contract (including any passed-through Vendor warranties) do not cover any defect, failure or damage caused by: 

(a) misuse, neglect, accidental damage, or improper handling or storage of Goods; 

(b) failure to follow the manufacturer's or Vendor's instructions for installation, use or maintenance; 

(c) use of Goods or Digital Products in an operating environment or for a purpose not recommended by the manufacturer; 

(d) any unauthorised modification, repair or alteration (including use of unapproved parts or software); 

(e) use of the Goods in combination with equipment, software or services not supplied or not recommended by the Supplier or Vendor; or 

(f) any other cause or event beyond the reasonable control of the Supplier or the Vendor (for example, power surges or environmental factors at the Customer's site). 

13.6 No Fault Found and Excluded Faults 

(a) If Goods are returned or a warranty service is requested and the manufacturer or Vendor determines that either (i) no fault is found, or (ii) the issue results from a cause not covered by warranty (including any cause listed in clause 13.5 or in the manufacturer's warranty exclusions), then the Supplier may charge the Customer for the reasonable costs incurred. Such costs may include diagnostic and handling time charged at the Supplier's standard rates, and any shipping or courier fees from the warranty process. 

(b) If a manufacturer or Vendor offers an out-of-warranty repair or replacement option for the issue (for example, a paid repair service or refurbished replacement), the Supplier will inform the Customer of the available options and associated costs. The Supplier will only proceed with an out-of-warranty repair or replacement if the Customer approves it in writing (and the Supplier may require upfront payment for any such service). 

14. VENDOR DEPENDENCY AND PRICE CHANGES 

14.1 Vendor Dependency 

The Customer acknowledges that when the Supplier's provision of any Goods, Digital Products, software, subscription or service relies on a third-party Vendor: 

(a) the availability, features, functionality, compatibility or performance of that item may depend on the Vendor's own product or service operating properly; 

(b) the Vendor is typically responsible for providing any promised support, updates, fixes or warranty services for its product (subject to the Vendor's own terms and service levels); 

(c) the Vendor sets the licensing or usage terms (and possibly territorial or user restrictions) for its product, which the Customer must adhere to; and 

(d) accordingly, the Supplier is not liable for failures or shortcomings that are due to the Vendor's actions, omissions or decisions (for example, if a cloud service experiences downtime, if a Vendor discontinues a product, or if a Vendor alters pricing or terms), except to the limited extent that the Supplier has expressly agreed in writing to assume responsibility. 

14.2 Vendor Price Increases 

If, during the term of any supply, a third-party Vendor imposes a price increase affecting any Goods, Digital Products, subscription, licence or service provided to the Customer via the Supplier, the Supplier may pass through that price increase to the Customer. This includes increases in Vendor subscription fees, licence renewals, cloud service rates or similar third-party charges that underpin the Customer's cost. 

14.3 Notice of Price Change 

The Supplier will give the Customer as much advance written notice of any Vendor-driven price increase as is practicable. Where reasonably possible, at least 30 days' notice will be given. However, if the Vendor gives the Supplier shorter notice (or implements an immediate change), the Supplier will notify the Customer promptly upon becoming aware. 

14.4 Termination Right on Material Increase 

If: 

(a) a Vendor's price increase under clause 14.2 affects a recurring Subscription or service under these Terms; 

(b) the price increase, in aggregate, exceeds a material threshold (for guidance, an increase of 10% or more to the unit price would generally be considered material); and 

(c) the Customer is not under any fixed-term, minimum-term or other commitment that locks in the affected pricing, 

then the Customer may terminate the affected Subscription or service by giving written notice to the Supplier before the price increase takes effect. This termination right applies only to the specific Subscription or item subject to the increase and does not apply if the Customer has already agreed to a fixed or minimum term for that supply. 

14.5 No Termination if Fixed Term or Commitment 

The termination right in clause 14.4 does not apply (and the Customer must continue to pay the increased price) if the Customer has, in the order or a separate agreement, committed to a fixed pricing period, a minimum term or a non-cancellable term for the affected Subscription or service that extends beyond the effective date of the increase. 

15. RISK AND TITLE IN GOODS 

15.1 Passing of Risk 

The risk of loss or damage to physical Goods passes to the Customer at the moment of delivery to the Customer's specified address (or upon collection by the Customer or its agent). From that point onward, the Customer is responsible for insuring the Goods and bears all risk of loss, theft, damage or destruction. 

15.2 Retention of Title 

(a) Retention: Notwithstanding delivery and the passing of risk, title (ownership) in all Goods remains with the Supplier until the Supplier has received payment in full (in cleared funds) for all sums owed by the Customer to the Supplier on any account whatsoever (including the current Contract and any other contracts between the parties). This clause creates an "all monies" retention of title in favour of the Supplier. 

(b) Customer's Duties: Until title passes to the Customer, the Customer must: 

(i) hold the Goods as the Supplier's fiduciary agent and bailee; 

(ii) store the Goods securely and separately from other property, where reasonably practicable, so they are identifiable as the Supplier's property; 

(iii) keep the Goods in satisfactory condition and not remove, deface or obscure any identifying labels or packaging; 

(iv) insure the Goods (with a reputable insurer and for their full replacement value) against all usual risks; and 

(v) not sell, pledge or in any way charge by way of security any of the Goods, or purport to do so (except that the Customer may resell the Goods in the ordinary course of its business, provided that any such sale shall be on commercially standard terms, and any proceeds of sale shall be held on trust for the Supplier to the extent of the Customer's outstanding debt). 

(c) Recovery of Goods: If any of the following events occurs: the Customer fails to pay any amount by its due date; or the Customer becomes insolvent or subject to any insolvency procedure (administration, liquidation, etc.); or the Contract is terminated early for any reason – then the Supplier may (in addition to any other rights) require the Customer to deliver up all Goods in which title remains with the Supplier, and if the Customer fails to do so promptly, the Supplier (or its agents) may enter any premises where such Goods are stored in order to repossess them. The Customer's permission for such entry is granted by this Contract. 

(d) the Supplier may at any time while title remains with it notify the Customer of an intention to remove the Goods under section 12 of the Torts (Interference with Goods) Act 1977 (or any analogous law), and after 7 days from giving such notice, may sell or otherwise dispose of the Goods and apply the proceeds towards the outstanding debt (accounting to the Customer for any excess over the debt). 

15.3 Digital Products 

No title passes in respect of Digital Products, software or services, which are provided under licence or subscription only (see clause 12 and clause 23 for licence terms). 

16. BACKUPS AND DATA RESPONSIBILITY 

16.1 Customer's Responsibility for Backups 

Unless explicitly agreed otherwise in writing, the Customer is solely responsible for maintaining comprehensive and verified backups of all its data, software configurations, databases and systems. The Customer should ensure that backups are run and checked before the Supplier performs any work that could affect the Customer's data or systems (such as installing new hardware or software, migrating systems, or making configuration changes). The Customer is also responsible for having in place adequate disaster recovery and business continuity measures appropriate to its needs. 

16.2 No Liability for Data Loss 

The Supplier will not be liable for any loss, corruption, degradation or non-recoverability of the Customer's data in connection with the supply of Goods or Services, except to the extent that: 

(a) the Supplier has expressly agreed in the quotation, Project Scope or a separate signed agreement to assume responsibility for backing up or protecting certain data (for example, if the Supplier provides a managed backup service for specified systems); and 

(b) the data loss occurred as a direct result of the Supplier's negligence or failure to perform the agreed data protection services with reasonable care and in accordance with the Contract. 

16.3 Limitations of Data Services 

Where the Supplier has agreed to provide backup, data migration, recovery or similar services, the Supplier's responsibility is limited to the specific scope and specifications defined in the relevant quote, scope document or agreement. Unless expressly stated, the Supplier does not guarantee that any data backup or restoration will be successful or that it will capture absolutely all data without omission. The Customer acknowledges that even with appropriate care, there are inherent risks in data-related operations and that it retains ultimate responsibility for its data. 

17. SUSPENSION OF SUPPLY 

17.1 Right to Suspend 

The Supplier may immediately suspend some or all of its deliveries, services, licences, subscriptions or other obligations under the Contract (without liability), on written notice to the Customer (or without notice if immediate suspension is reasonably necessary to prevent harm), if: 

(a) any amount payable by the Customer is overdue by more than 7 days and the Customer has not remedied that non-payment within a short additional period specified in a payment reminder; 

(b) the Customer is in material breach of the Contract (other than for payment) and, if the breach is capable of remedy, has not remedied it promptly following a request; 

(c) the Customer has failed to provide information, access, approvals, cooperation or other assistance necessary for performance, and such failure continues after the Supplier has alerted the Customer; 

(d) the Supplier reasonably believes the Customer's financial condition has deteriorated such that payment for future invoices or obligations is at risk (for example, significant creditworthiness issues); or 

(e) continuing the supply, in the Supplier's reasonable opinion, would expose the Supplier (or the Customer's systems) to a serious threat, legal liability, regulatory sanction, or unreasonable cost or risk, due to circumstances attributable to the Customer. 

17.2 Effect of Suspension 

During any period of suspension: 

(a) the Supplier's obligations under the affected Contract or order are held in abeyance (it need not perform them) but the Customer's obligation to pay for ongoing charges (for example, subscription fees) continues unless the Supplier expressly waives them; 

(b) the Supplier is not liable for any consequences of the suspension (for example, if the Customer cannot access a service during suspension); and 

(c) suspension of a service or supply does not terminate the Contract or affect the Supplier's accrued rights (for example, the right to recover overdue payments and associated interest). 

17.3 Reinstatement 

If the Supplier suspends supply due to the Customer's default, and the Customer subsequently remedies the default to the Supplier's satisfaction, the Supplier will resume the supply within a reasonable time. The Supplier may charge the Customer for any reasonable costs and effort in reconnecting or reactivating the suspended services ("remobilisation" costs), especially if the suspension was prolonged or required substantial work to reverse. 

17.4 Adjustment of Schedule 

Any performance dates or deadlines affected by a suspension will be adjusted appropriately to reflect the period of suspension and any additional time needed for the Supplier to resume and complete performance. 

18. TERM AND TERMINATION 

18.1 One-Off Contracts 

For one-off purchases of Goods or short-term Services (non-recurring), the Contract continues until those Goods are delivered and/or those Services are completed and paid for, unless terminated earlier in accordance with this clause 18. 

18.2 Ongoing Subscriptions 

For recurring or Subscription-based supplies, the Contract (or relevant order) continues for the initial term and any renewal terms, as outlined in clause 12, unless it is terminated or non-renewed in accordance with the Contract. 

18.3 No Right for Convenience 

Neither party has a general right to terminate the Contract for convenience (that is, without cause) before the end of any agreed term, except as expressly provided in these Terms (for example, the Customer's rights under clause 12.5 or clause 14.4 to cancel specific services in certain circumstances). 

18.4 Supplier's Termination Rights 

the Supplier may terminate the Contract or any individual order, Subscription or service under it, immediately by giving written notice to the Customer if any of the following occurs: 

(a) the Customer fails to pay any amount due and remains in default 7 days after receiving written notice from the Supplier demanding payment; 

(b) the Customer commits a material breach of any provision of the Contract, and (if that breach is capable of remedy) fails to remedy it within 14 days after receiving a written notice from the Supplier specifying the breach and requiring it to be remedied; 

(c) the Customer becomes insolvent or is unable to pay its debts as they fall due, or enters into any form of insolvency or administration process (such as liquidation, receivership, administration, a voluntary arrangement, or assignment for the benefit of creditors), or any analogous event under the laws of any relevant jurisdiction; 

(d) the Customer's failure to meet its obligations (for example, persistent failure to provide access or information, or persistent non-cooperation) makes it commercially impractical or unduly onerous for the Supplier to continue the work, even after the Supplier has notified the Customer and given a reasonable opportunity to cure such failures; or 

(e) the Supplier in good faith determines that continuing the Contract (or a particular supply) would breach applicable law or expose the Supplier to a liability or risk to its reputation that the Supplier is not prepared to accept (for example, if providing a service to the Customer becomes unlawful due to a change in law or sanctions). 

18.5 Customer's Termination Rights 

The Customer may terminate the Contract or a specific order or Subscription by written notice to the Supplier if the Supplier commits a material breach of the Contract and, if that breach is capable of remedy, fails to remedy it within 14 days after the Customer provides a written notice specifying the breach and requesting remedy. (For clarity, minor or trivial issues, or issues caused by a third-party Vendor or by the Customer, do not constitute a material breach by the Supplier.) 

18.6 Consequences for Digital Services 

Upon termination or expiry of the Contract (or of a specific Subscription or service within it): 

(a) any ongoing licences, subscriptions, accounts, seats or other rights to use Digital Products provided under the Contract will cease at the end of the paid period or immediately upon termination (whichever is later), unless otherwise stated in a Vendor's terms; 

(b) the Customer must immediately stop using any Supplier-provided software, credentials, or services, and promptly return or (at the Supplier's request) destroy any of the Supplier's or Vendor's confidential or proprietary materials (including any loaned equipment or documentation) in the Customer's possession; and 

(c) any data or configurations stored with the Supplier or a Vendor as part of a service may be permanently deleted after termination in line with the Supplier's or Vendor's data retention policies. It is the Customer's responsibility to ensure it has appropriate backups or has arranged data export beforehand if needed. (The Supplier can assist with data migration or export at its standard rates if requested before deletion.) 

The obligations of confidentiality in this clause 21 begin on first disclosure of Confidential Information and continue for a period of 5 years after termination of the Contract, except that any trade secrets or highly sensitive business information must be kept confidential indefinitely. 

21.5 Return or Destruction 

Upon the Disclosing Party's request at any time, and in any event on termination of the Contract, the Receiving Party must promptly return or securely destroy (at the Disclosing Party's option) all documents and materials containing the Disclosing Party's Confidential Information, including all copies. This requirement does not apply to automatically generated computer back-up or archival copies, provided that such copies remain confidential, nor does it require deletion of electronic records stored in accordance with routine data backup and retention policies. 

22. DATA PROTECTION 

22.1 Compliance with Data Protection Law 

Each party shall comply with all applicable data protection and privacy laws in handling personal data under or in connection with this Contract, including (as applicable) the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, the Data Use and Access Act 2026, and the Privacy and Electronic Communications Regulations 2003 (and any laws replacing or updating them) ("Data Protection Law"). 

22.2 Roles of the Parties 

(a) To the extent the Supplier processes any personal data on the Customer's behalf when performing Services (for example, accessing user accounts or handling data during a migration), the Customer is the "controller" and the Supplier is the "processor" of that data. In such cases, the Supplier shall only process such personal data on documented instructions from the Customer and in accordance with Data Protection Law. The parties will, if required by law or otherwise appropriate, enter into a separate Data Processing Agreement (DPA) describing the specifics of such processing (pursuant to Article 28 UK GDPR). 

(b) Where each party separately determines the purposes and means of processing certain personal data (for example, each party processing contact information for contract administration or business dealings), each party acts as an independent controller and each will comply with Data Protection Law for its respective processing. Nothing in the Contract is intended to make the parties joint controllers unless explicitly stated. 

22.3 Data Processing Agreement 

If the nature of the Services is such that a detailed data processing addendum is required by law (for example, under Article 28 UK GDPR), the parties will execute the Supplier's standard Data Processing Agreement (or other mutually agreed terms) to govern that processing. Such an addendum will include terms dealing with subjects such as data security, confidentiality, international transfers, assistance with data subject rights, and audit rights. 

22.4 Data Security 

Each party is responsible for implementing and maintaining appropriate technical and organisational measures to protect personal data within its control against unauthorised or unlawful processing and against accidental loss, destruction or damage, taking into account the state of the art, costs of implementation, and the nature, scope, context and purposes of processing. 

22.5 Data Breaches 

Each party shall notify the other without undue delay if it becomes aware of a personal data breach that is likely to affect personal data processed in connection with the Contract, and shall reasonably cooperate with the other in managing and reporting such incidents in accordance with Data Protection Law. 

23. INTELLECTUAL PROPERTY 

23.1 Vendor Intellectual Property 

All Intellectual Property Rights in any Vendor-supplied products, software, platforms, or services (including any associated documentation or materials) remain the property of the Vendor or its licensors. The Customer's rights to use such Vendor products are defined by the Vendor's licence or terms of use. 

23.2 Supplier's Pre-Existing Intellectual Property 

All Intellectual Property Rights in the Supplier's own pre-existing materials, tools, templates, software, methodologies, know-how and documentation (including those that may be used in the course of providing Services or creating deliverables) remain vested in the Supplier (or its licensors). The Customer shall have no rights in or to such background materials except as set out in clause 23.3 or as may be necessary for use of any deliverable provided. 

23.3 Deliverables and Work Product 

(a) Ownership of Deliverables: Unless otherwise expressly agreed in writing (for example, in a Project Scope or separate agreement), all Intellectual Property Rights in any bespoke deliverables or work products that are specifically created by the Supplier for the Customer under a Project Scope or one-off Services engagement shall, upon payment in full, vest in the Customer. The intent is that the Customer will own the new materials devised specifically for it (such as custom reports, written recommendations, software code developed for the Customer, or unique configurations). 

(b) Licence of Supplier Background IP: To the extent any Supplier-owned background materials, templates, code, processes or know-how are incorporated into the deliverables, the Supplier grants the Customer a non-exclusive, perpetual, royalty-free licence to use them solely as part of the deliverables and for the Customer's internal business purposes. This licence permits the Customer to use the deliverables without infringing the Supplier's underlying rights, but the Customer is not permitted to extract or use the Supplier's background elements separately or for other projects without permission. 

(c) Third-Party Components: If any deliverable includes third-party software or open-source components, the Customer's use of those components will be subject to the relevant third-party licence terms, which the Supplier will either provide or identify to the Customer. 

23.4 No Transfer Beyond Agreed Scope 

Except as expressly provided in clause 23.3 (or as may be separately agreed in writing), nothing in this Contract transfers ownership of any Intellectual Property Rights from the Supplier to the Customer. In particular, any general methodologies, tools, skills or expertise that the Supplier develops or improves through performing the Contract remain the Supplier's own, to use in its business for other clients. 

23.5 Licence to Use Supplied Products 

Where the Supplier provides the Customer with any software, subscription service, equipment or other product as part of a supply (whether from the Supplier or a Vendor), the Supplier (and/or the relevant Vendor) grants the Customer a limited, non-exclusive licence or right to use that product, under the terms of the Contract and any applicable Vendor licence. This licence is for the Customer's internal business use only, for the duration of the agreed term or subscription, and is subject to the Customer complying with the Contract (and Vendor terms). The Customer must not sub-license, transfer or exploit the licensed products except as permitted by the licence terms. 

24. NOTICES 

24.1 Method of Giving Notice 

Any formal notice or other communication required to be given under this Contract must be in writing and in the English language. 

24.2 Delivery Methods 

Notices may be delivered by one of the following methods: 

(a) By Email – to the email address specifically designated by the recipient for notices. If no such address has been designated, a notice to the Supplier should be sent to an executive contact or contract manager's email, and a notice to the Customer should be sent to a known contact email used in the business relationship; or 

(b) By Post – by prepaid first-class post (or an equivalent fast postal service) or reputable courier service, to the registered office or principal business address of the recipient, or any other address the recipient has specified for notice. 

24.3 Deemed Receipt 

Notices shall be deemed to have been received: 

(a) if sent by email, on the day and time it was sent (provided that the sender does not receive an automated delivery failure or out-of-office response and that it was sent on a Business Day before 5.00 pm; otherwise it will be deemed received at 9.00 am on the next Business Day); and 

(b) if sent by first-class post within the UK, two Business Days after posting (or, if sent internationally by an equivalent tracked airmail service, five Business Days after posting). 

24.4 Change of Notice Details 

Each party may change its designated recipients or addresses for notice by giving notice to the other party of the new details. The change will be effective on the later of the date specified in the notice or 5 Business Days after the notice is deemed received. 

24.5 Contractual Notices Only 

This clause 24 governs notices related to contractual rights and obligations under this Contract. It does not apply to day-to-day communications (which may be by email or phone to the usual contacts) or to the service of legal proceedings, which should be undertaken in accordance with applicable court rules. 

25. GENERAL PROVISIONS 

25.1 Force Majeure 

Neither party shall be liable for any delay or failure in performing its obligations (excluding payment obligations) if such delay or failure is due to circumstances beyond its reasonable control ("Force Majeure"). Force Majeure events include, but are not limited to: natural disasters, fire, lightning, explosion, flood, extreme weather; war, terrorism, civil unrest or riot; strikes, lockouts or other industrial disputes (whether involving its own workforce or a third party's); epidemics or pandemics; failure of utilities or telecommunications; failure or delay by a Vendor or supplier; governmental actions, embargoes or sanctions; or any similar unforeseen events that are beyond a party's control. If a Force Majeure event prevents a party from performing substantial obligations for a continuous period of more than 90 days, either party may terminate the affected Contract or order by giving written notice to the other. 

25.2 Entire Agreement 

The Contract (which includes these Terms, together with any accepted orders, quotations, Project Scopes, statements of work, or special terms that apply) constitutes the entire agreement between the Supplier and the Customer regarding its subject matter. It supersedes and extinguishes all prior agreements, negotiations, promises, representations or understandings (whether oral or written) relating to the same subject. Each party acknowledges that in entering into the Contract, it has not relied on any statement or assurance that is not set out in the Contract. 

25.3 Non-Reliance on Pre-Contractual Statements 

the Customer confirms that its decision to enter into this Contract is not based on any statement, representation, guarantee or warranty that is not expressly included in the Contract. If any representation or statement was made to the Customer, it shall not have any remedy for misrepresentation (unless the representation was made fraudulently). This clause does not limit or exclude any liability for fraud. 

25.4 Variation 

No change or modification to this Contract shall be valid unless it is in writing and signed by an authorised representative of each party. 

25.5 Severability 

If any provision of this Contract is held by a competent authority to be illegal, invalid or unenforceable (in whole or in part), the rest of the provision and the Contract will remain in effect as if the invalid part were not present. Both parties agree to negotiate in good faith to replace any invalid provision with a valid provision that, as far as possible, achieves the intended commercial result of the original. 

25.6 Waivers 

A failure or delay by either party to enforce any right or remedy under this Contract does not mean that right or remedy has been waived. A waiver of any right or remedy is only effective if given in writing and shall apply only to the specific instance and purpose for which it is given. A single or partial exercise of a right or remedy does not prevent further exercise of any right or remedy. 

25.7 Assignment and Subcontracting 

(a) The Supplier may at any time assign, transfer or subcontract any of its rights or obligations under the Contract (in whole or part) to another reputable person or entity, including to any Affiliate or to any third-party service partner. If required by the Supplier, the Customer will execute any documents reasonably necessary to give effect to an assignment or novation by the Supplier. 

(b) The Customer may not assign, transfer, charge, sub-license or deal in any other manner with any of its rights or obligations under the Contract, in whole or part, without the Supplier's prior written consent (such consent not to be unreasonably withheld). 

(c) Despite any subcontracting by the Supplier, the Supplier remains responsible to the Customer for performance of the Contract. 

25.8 Third Party Rights 

A person who is not a party to this Contract has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this Contract. This does not affect any right or remedy of a third party which exists or is available apart from that Act. 

25.9 Anti-Bribery and Sanctions 

Each party shall (and shall ensure that its employees, subcontractors and agents shall) comply with all applicable anti-bribery and anti-corruption laws (such as the Bribery Act 2010) and all applicable trade and economic sanctions regulations. Neither party shall engage in any conduct which would put the other party in breach of such laws or regulations. Any breach of this clause shall be considered a material breach not capable of remedy, entitling the non-breaching party to terminate the Contract immediately upon written notice. 

26. GOVERNING LAW AND JURISDICTION 

26.1 Governing Law 

This Contract (and any dispute or claim, including non-contractual disputes or claims, arising out of or in connection with it or its subject matter) shall be governed by and construed in accordance with the laws of England and Wales. 

26.2 Jurisdiction 

The courts of England and Wales shall have exclusive jurisdiction to hear and decide any action, proceedings or disputes arising out of or in connection with this Contract or its subject matter, so far as is permissible under applicable law. 

END OF TERMS