Consumer Terms and Conditions

For individuals buying mainly for personal use

Version 1.4 dated 28 September 2026

These terms are issued by IT Solutions Yorkshire Ltd, company number 15249071, VAT number GB452955077, whose registered office is 8 Penton Road, Cayton, Scarborough, North Yorkshire, United Kingdom, YO11 3TQ. Our accounts and correspondence address is 8 Penton Road, Cayton, Scarborough, North Yorkshire, YO11 3TQ. Our workshop is at 15 Lodge Gardens, Gristhorpe, Filey, North Yorkshire, YO14 9PW. You can contact us on 01723 336 165, at support@itsolutionsyorkshire.uk, or through https://itsolutionsyorkshire.uk.

These terms apply when you buy goods, digital content or services wholly or mainly for purposes outside your trade, business, craft or profession. Your accepted Estimate or Support Authorisation and immutable Order Confirmation state what you are buying, the VAT-inclusive price or calculation basis, the deposit, payment and delivery or service arrangements, your start choice and whether a service renews.

Nothing in these terms reduces your statutory rights. Important cancellation, renewal and liability information appears prominently below and in the relevant clauses.

1 About these terms

1.1 You are a consumer if you are an individual acting wholly or mainly outside your trade, business, craft or profession. Our Business Terms and Conditions apply if you are buying mainly for business purposes.

1.2 After discussing your requirements, we normally issue an Estimate through our Estimate and Order Management system. For straightforward ad-hoc support we may issue a short, single-option Support Authorisation through the same system. Neither document is binding until accepted under clause 4. The contract consists of the immutable accepted revision and selected option, the Acceptance Record, the Order Confirmation, these terms, and only those service-specific terms or Service Schedules that are expressly named in the accepted document and were supplied to you before acceptance. If no Service Schedule is named and supplied, none applies.

1.3 If documents conflict, an expressly agreed provision in the accepted Estimate, Support Authorisation or Acceptance Record takes priority, followed by any Service Schedule expressly named and supplied, and then these terms. The Order Confirmation records the frozen contract but does not introduce undisclosed terms. No document can reduce a right that consumer law makes mandatory.

1.4 Please keep the Order Confirmation, accepted Estimate or Support Authorisation and these terms. We will provide them and the applicable cancellation information in a durable form, such as email or paper. Where digital content is to start during a cancellation period, we will provide confirmation of your consent and acknowledgement before supply begins.

2 Definitions

Cancellation Deadline means the deadline stated in the Order and renewal reminder. Unless the Order gives you a later deadline, it is the end of the Working Day immediately before the Renewal Date.

Acceptance Record means the evidence captured by the secure acceptance page or recorded from a complete wet-signed contract pack, including the selected revision and option, start choice, declarations, content versions, date, time and acceptance method.

Legal Content Version means the versioned acceptance, cancellation and confirmation wording displayed or included in the signed pack when the contract is made.

Digital Content means data supplied in digital form, including downloaded software, digital licences and similar content.

Estimate means our good-faith indication of the likely price based on the information reasonably available before diagnosis or inspection. It is not a fixed-price quotation or price cap unless it expressly says that it is, and it is not an Order until accepted under clause 4.

Goods means hardware and other tangible products we supply.

Order means the binding contract for the immutable Estimate revision and option accepted under clause 4, together with its Acceptance Record, Order Confirmation and incorporated contractual documents.

Order Confirmation means the durable record issued after contract formation that identifies the accepted Estimate revision and option, prices, tax, deposit, start choice, declarations and applicable contractual documents.

Recurring Service means a Service supplied for a continuing term and charged periodically.

Service Schedule means service-specific terms that are expressly named in the accepted Estimate or Support Authorisation and supplied to you before acceptance.

Support Authorisation means a short, usually single-option form of Estimate used for ad-hoc diagnosis, repair or support where a fixed total price cannot reasonably be known in advance.

Renewal Date means the date on which a Recurring Service renews or we become committed to its next supplier-backed term, as stated in the Order or renewal reminder.

Service means IT support, repair, installation, consultancy, monitoring, hosting, backup, cybersecurity, licensing or another service described in the Order.

Third-Party Service means software, a licence, cloud service, domain, hosting, connectivity or other item supplied by another provider.

we, us or our means IT Solutions Yorkshire Ltd.

Working Day means Monday to Friday excluding public holidays in England.

you or your means the consumer identified in the Order.

3 Information before you order

3.1 Before you place an Order, we will provide the information required by law, including the main characteristics, our identity and contact details, the total price or how it will be calculated, additional charges, payment and performance arrangements, delivery timing and restrictions, contract duration, cancellation conditions, complaint arrangements and any relevant digital functionality or compatibility information.

3.2 Information in the Order or provided to you about the Service is binding where consumer law says it forms part of the contract. We may change it only by express agreement or as permitted under clause 26.

3.3 You must be at least 18 years old to place an Order unless a parent or legal guardian contracts with us on your behalf.

3.4 We accept payment by BACS bank transfer or card. We do not normally send consumer hardware by ordinary post or courier. The accepted Order will instead state the agreed collection, hand-delivery, installation or in-person handover arrangements and any delivery charge. Any exception must be expressly stated in the Order.

4 Orders and contract formation

4.1 An Estimate or Support Authorisation is not a fixed-price quotation, an offer capable of acceptance by an ordinary reply, or a price cap unless it expressly says otherwise. It describes the proposed Goods, Digital Content and Services and their likely or fixed cost using the information available at the time. We may withdraw or revise an unaccepted document.

4.2 For online acceptance, the contract is formed only when you use the secure acceptance page, select the option and start choice, complete every applicable declaration, activate the final control that expressly states an obligation to pay, and the system successfully records the transaction. At that point the selected revision, option, items, VAT-inclusive prices, tax, deposit, start choice, Legal Content Version and Acceptance Record are frozen into the Order. A telephone instruction or ordinary email reply does not accept an Estimate or Support Authorisation.

4.3 If you cannot reasonably use the secure page, the only assisted alternative is a complete printed contract pack containing the Estimate or Support Authorisation, applicable terms, cancellation information, selected start choice and declarations. You must sign the pack and initial every applicable declaration. The contract is formed when an authorised administrator verifies and records the complete signed pack. We will give or send you a signed copy and the Order Confirmation in a durable form.

4.4 If the secure transaction cannot be completed, the signed pack is incomplete, or we cannot accept the proposed supply, no Order is formed and we will tell you and refund any payment promptly. We may correct an obvious pricing or description error before acceptance. If an error is discovered after contract formation, we will contact you and you may confirm a corrected Order or cancel the affected supply for a full refund.

5 Prices and payment

5.1 The Order states any fixed price or, more usually, how the price will be calculated and when it is payable. Consumer prices include VAT. We accept BACS bank transfer and card payments. Delivery, travel, call-out, minimum labour increments and out-of-hours charges apply only if disclosed before you order.

5.2 Most diagnostic and repair work cannot be priced exactly until we inspect the device and investigate the fault. We will tell you our applicable hourly rate, charging increment and any minimum charge before the visit or work starts. The final labour charge is based on the time reasonably spent, together with disclosed parts, travel and other agreed items.

5.3 An Estimate is based on the symptoms and information available at the time. The cause, scope and time required may change after inspection or as work progresses. When it becomes reasonably apparent that the work is likely to exceed an Estimate materially, we will explain why and obtain your approval before continuing. If we cannot reach you, we will pause where it is safe to do so unless you previously authorised a spending limit or urgent protective work under clause 18.4.

5.4 Reasonable time spent inspecting, diagnosing, testing and reporting is chargeable even if no fault is found, the repair is impossible or uneconomic, a part is unavailable, or you decide not to proceed, provided that the charging basis was disclosed and we used reasonable care and skill.

5.5 The Estimate states the deposit including VAT. Unless it expressly states a lower amount, the deposit is the greater of: (a) 50 percent of the selected option’s initial total including VAT; and (b) the VAT-inclusive total of lines marked as needing to be covered before we order, activate or commit to them. It is rounded once to the currency precision and is part-payment, not automatically non-refundable. We normally do not order Goods, activate licences or begin work until the deposit has cleared. If you cancel, we will apply your statutory rights. Outside a statutory cancellation right, we may retain only a fair amount reflecting work performed, Goods ordered, non-cancellable commitments and loss we cannot reasonably avoid, and will refund any balance.

5.6 If an undisputed sum is overdue, we may charge interest or reasonable recovery costs only to the extent permitted by law and only after giving you a reasonable opportunity to pay.

6 Your right to cancel a distance or off-premises contract

6.1 We usually discuss your requirements before issuing an Estimate for secure acceptance. This clause applies whenever the resulting contract is legally classed as a distance or off-premises contract and carries a statutory cancellation right. An earlier consultation, office setup, secure acceptance, wet-signature recording or later personal handover does not remove a cancellation right that the law gives you.

6.2 For a Service, the cancellation period ends 14 days after the day the contract is made.

6.3 For Goods, the cancellation period normally ends 14 days after you or a person you nominate receives the Goods. Where one Order is delivered in parts on different days, it normally ends 14 days after receipt of the last item, lot or piece.

6.4 For Digital Content not supplied on a tangible medium, the cancellation period normally ends 14 days after the day the contract is made unless the right is lost under clause 8.2.

6.5 To cancel, you must make a clear statement before the period ends. You may use the form in Schedule 1, but you do not have to. You can call 01723 336 165, email support@itsolutionsyorkshire.uk, or write to 8 Penton Road, Cayton, Scarborough, North Yorkshire, YO11 3TQ. If you cancel by telephone, we will record the request and send confirmation in a form you can keep.

6.6 If we fail to give required cancellation information, the period may be extended as the law provides.

7 Services started during the cancellation period

7.1 The secure page and complete wet-signature pack offer two choices: accept the Estimate, request eligible work to start now and agree to pay; or accept the Estimate, wait until the stated date and agree to pay. Required declarations are shown separately according to whether the Order contains Services, Digital Content, Goods or Recurring Services. No declaration is pre-selected.

7.2 If you choose to start now and later cancel before a Service is fully performed, you must pay a proportionate amount for the Service supplied up to cancellation, based on the total agreed price. You will not have to pay if we failed to give the required information or did not obtain the required express request.

7.3 You lose the statutory right to cancel a Service during the cancellation period only when that Service has been fully performed after your express request and your acknowledgement that full performance will end that right. Starting work does not remove every cancellation right.

7.4 If you choose to start now, you expressly request eligible Services to begin before the service cancellation period ends. We will first create the immutable Order Confirmation, provide it on a durable medium and normally wait for the required deposit to clear. Setup may then include initial device setup, operating-system updates, account configuration, security settings, application installation and data transfer. We will identify the setup charge or calculation basis before work starts.

7.5 If you choose to wait, you do not request Services to begin or qualifying Digital Content to be supplied before the delayed-start date stated in the Acceptance Record and Order Confirmation. We will schedule release no earlier than that date. This choice does not shorten or remove a separate cancellation period applying to Goods, which normally runs from delivery.

7.6 Urgent repair or maintenance specifically requested during a home visit may be subject to a statutory exception for the urgent work and replacement parts requested. Additional Services or Goods remain subject to the ordinary rules.

8 Digital Content and cancellation

8.1 We will not begin supplying paid Digital Content during the cancellation period unless you separately and expressly consent through the secure acceptance page or complete wet-signature pack, acknowledge that supply will end the cancellation right, and we provide confirmation of that consent and acknowledgement in a durable form before supply begins. This includes activating or registering paid software or a digital licence as part of preparing a device for handover.

8.2 Your cancellation right is lost once supply begins only if the requirements in clause 8.1 have been met. This does not affect your rights where Digital Content is faulty, not as described or unfit for purpose.

9 Ready to use devices returns and refunds

9.1 We do not normally offer hardware as a stand-alone distance retail sale. We usually recommend it following consultation, purchase it after the Order is formed and the required deposit has cleared, prepare it at one of our business premises, and hand-deliver, install or hand it over in person. That process does not reduce a statutory cancellation right if the contract is legally classed as distance or off-premises.

9.2 If a statutory distance or off-premises cancellation right applies and you cancel Goods, you must return them within 14 days after telling us. You bear the direct return cost if we told you before the contract, unless the Goods are faulty, incorrectly supplied or we offered to collect them.

9.3 You may inspect Goods as you would in a shop. We may reduce a refund for proven loss in value caused by your handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.

9.4 Where you ask us to supply a device ready to use and choose to start eligible work now, we may open its packaging before handover and perform the setup Services described in clause 7.4 after contract confirmation and cleared deposit. Opening and configuring ordinary hardware does not by itself remove a statutory distance-sale cancellation right in the hardware. If you cancel, the hardware, setup Services, data transfer and activated Digital Content or licences are dealt with separately under clauses 7, 8 and 9.

9.5 We will refund payments due after cancellation, including the cost of our least expensive standard delivery option, within the period required by law. For returned Goods, we may wait until we receive them or evidence that you sent them back.

9.6 Unless faulty or otherwise required by law, the statutory cancellation right does not normally apply to Goods genuinely made to your specifications or clearly personalised, sealed computer software unsealed after delivery, or other items excluded by law. Ordinary hardware does not become non-returnable merely because its packaging has been opened or our supplier will not accept a return.

9.7 Nothing in this clause affects your remedies for faulty, misdescribed or incorrectly installed Goods, Digital Content or Services.

10 Delivery risk and title

10.1 We normally configure Goods at one of our business premises and then hand-deliver, install or hand them over to you in person. We will do so by the agreed date or, if no date is agreed, without undue delay and normally within 30 days.

10.2 Goods are at our risk until they come into your physical possession or the possession of a person you nominate, unless you independently appoint a carrier that we did not offer.

10.3 You own Goods when we receive payment in full, but this does not affect when risk passes under clause 10.2.

10.4 Please tell us promptly about delivery damage, shortage or an incorrect item so that we can investigate. Delay in telling us does not remove a statutory right.

11 Standards and remedies for Goods

11.1 Goods must be of satisfactory quality, fit for a purpose you make known where you reasonably rely on our skill or judgement, match their description and any sample or model, be properly installed where installation forms part of the contract, and be supplied by a person with the right to supply them.

11.2 If Goods do not conform, you may have a short-term right to reject, followed by rights to repair or replacement and, where the legal conditions are met, a price reduction or final right to reject. The Consumer Rights Act 2015 governs those rights and time limits.

11.3 A manufacturer’s warranty is additional to your statutory rights. We remain responsible for our legal obligations as the seller and will not require you to pursue the manufacturer instead.

12 Standards and remedies for Services

12.1 We will perform Services with reasonable care and skill. Information we give about us or the Service is binding where the Consumer Rights Act 2015 says so.

12.2 Where the contract does not fix the price or time, the law requires a reasonable price and performance within a reasonable time.

12.3 If we fail to use reasonable care and skill or fail to comply with binding information, you may require repeat performance where possible and without significant inconvenience. If repeat performance is impossible or not completed within a reasonable time, you may be entitled to an appropriate price reduction, which can be the full price.

12.4 Dates and fault-resolution times are estimates unless the Order expressly says they are guaranteed. We will keep you reasonably informed about material delay.

13 Standards and remedies for Digital Content

13.1 Digital Content must be of satisfactory quality, fit for a purpose you make known where you reasonably rely on us, and match its description.

13.2 If Digital Content does not conform, you may be entitled to repair or replacement and, where the legal conditions are met, a price reduction.

13.3 If Digital Content supplied by us damages your device or other digital content because we failed to use reasonable care and skill, we will repair the damage or pay appropriate compensation as required by law.

14 Repairs installation and support

14.1 For straightforward support on existing equipment, we may use a short, single-option Support Authorisation instead of a multi-option Estimate. Before you accept it, it will identify the known problem or requested work, the hourly rate, billing increment and any minimum or call-out charge, the estimated total or calculation basis where the total cannot reasonably be calculated, and any agreed spending limit. It is accepted and confirmed through the same process as any other Estimate.

14.2 If support is already covered by an accepted support plan, an authorised person may instruct work by support ticket within that plan’s stated scope, rates and limits. Work outside that authority requires a new or revised Estimate or Support Authorisation. If likely cost will materially exceed an estimate or spending limit, we will seek approval before continuing and will pause where safe if we cannot reach you.

14.3 We may use functionally equivalent parts where agreed or where the Order permits. We will tell you if a proposed part is refurbished.

14.4 You must collect equipment or allow redelivery when we tell you it is ready. We may charge reasonable storage or repeat-delivery costs after giving notice, but we will not dispose of equipment without further reasonable notice and lawful authority.

14.5 Support hours, channels and any response targets are stated in the Order or Service Schedule. A response target is not a guaranteed resolution time unless expressly stated.

15 Recurring Services and renewal

15.1 The Estimate or Support Authorisation and Order Confirmation must state the initial term, each recurring price including VAT, billing interval, Renewal Date, renewal period, Cancellation Deadline, minimum commitment, how to cancel and any material supplier-backed commitment.

15.2 You may switch off automatic renewal at any time. To prevent the next renewal, your cancellation must reach us no later than the Cancellation Deadline. Unless the Order gives you a later deadline, this is the end of the Working Day immediately before the Renewal Date. If the Order does not state a renewal period, the Recurring Service continues after any initial term in successive monthly periods.

15.3 We will normally send a courtesy renewal reminder in a durable medium before issuing the renewal invoice and in enough time for you to cancel before the Cancellation Deadline. We normally issue that invoice about 10 days before the Renewal Date. The reminder or invoice will state the Renewal Date, renewal period, price, Cancellation Deadline and simple cancellation routes. We will provide every reminder or post-renewal cooling-off notice required by law in the required form and time.

15.4 Our preferred cancellation route is a support ticket because it gives both parties a time-stamped record. You may also cancel by emailing support@itsolutionsyorkshire.uk, calling 01723 336 165, or writing to 8 Penton Road, Cayton, Scarborough, North Yorkshire, YO11 3TQ. We will record a telephone or accessible-method request in a ticket and confirm it. A cancellation is effective if a clear request reaches us through any of these routes by the Cancellation Deadline.

15.5 If a cancellation reaches us after the Cancellation Deadline, a supplier-backed licence or Service may already have renewed and become non-cancellable by the supplier. Unless a statutory or contractual right allows earlier cancellation, you will then be committed to the disclosed renewal period and charge and the cancellation will prevent the following renewal. We will take reasonable steps to reduce avoidable loss, including asking the supplier to cancel or credit the renewal where that remains possible, and will pass on any refund or credit attributable to your contract.

15.6 Where the law or the Order gives you a post-renewal cooling-off right, you may cancel within that period. We will provide any refund required by law, after any permitted proportionate charge for supply already made. A supplier’s refusal to refund us does not reduce a statutory right you have against us.

15.7 We may change a recurring price at renewal by giving at least 30 days’ notice. For a permitted mid-term supplier or tax increase, we will explain the reason and give you a right to cancel before it takes effect unless the increase relates solely to usage you requested.

16 Third-Party Services

16.1 A Third-Party Service may be governed by the supplier’s licence or service terms, which we will identify or make available before you order where they affect your use.

16.2 We remain responsible for our own obligations, including using reasonable care and skill when recommending, configuring or managing a Third-Party Service within our agreed scope.

16.3 We do not control a supplier’s service, lifecycle or availability. If a supplier withdraws or materially changes a Service, we will tell you and offer a reasonable replacement, price adjustment or right to cancel where appropriate.

16.4 A licence may become registered, activated, non-transferable or non-refundable under the supplier’s terms once supply begins or it renews. We will make any material effect clear before you order or renew. Those supplier terms do not exclude a mandatory right you have against us.

17 Your responsibilities

17.1 You must provide accurate information, reasonable access to equipment and accounts, and a safe working environment. You must tell us promptly about suspected malware, security events, liquid damage, electrical damage and important recent changes.

17.2 You must use properly licensed and supported software. We may refuse to install or support software that appears illegal, unsafe or unauthorised.

17.3 You must follow reasonable security and support instructions, protect credentials, and ensure that anyone whose account or device you ask us to access has authorised the work.

17.4 Your failure to meet a responsibility may delay the work or increase the cost. We will explain the effect and obtain approval for a material additional charge.

18 Data backups cyber risk and protective action

18.1 IT systems can fail because of hardware defects, software faults, malicious activity, user action and third-party dependencies. Security and backup Services reduce risk but cannot remove it completely.

18.2 Before repair, installation or configuration work, you should maintain a current backup unless the Order expressly makes us responsible for creating or maintaining one. We will not exclude responsibility for data loss caused by our failure to use reasonable care and skill.

18.3 A backup Service must state what is protected, retention, frequency, restore arrangements and your responsibilities. Unless the Order includes restore testing, you remain responsible for periodically checking that important data can be restored, with our reasonable assistance where included.

18.4 If immediate action is reasonably necessary to contain malware, unauthorised access or a serious threat, we may isolate a device, disable access or take another proportionate protective step within our authority. We will tell you as soon as reasonably practicable. Additional chargeable remediation requires your approval unless delay would create a material and imminent risk and you previously authorised emergency action.

19 Suspension

19.1 We may suspend an affected Service if payment remains overdue after a reminder and a reasonable opportunity to pay, or immediately to the extent necessary for security, safety, legal compliance or serious misuse.

19.2 We will make a suspension proportionate, tell you the reason where lawful, and restore the Service once the cause is remedied. We will take reasonable care to avoid unnecessary loss and will not use suspension to deprive you of statutory remedies or access to your own data where doing so would be unfair or unlawful.

20 Ending the contract

20.1 You may end the contract under your statutory cancellation rights, under clause 15 for a Recurring Service, or if we materially breach the contract and fail to remedy the breach within a reasonable time after you ask us to do so.

20.2 We may end the contract if you materially breach it and do not remedy the breach within a reasonable period after written notice, or immediately where the breach is serious and cannot be remedied, including unlawful or dangerous use.

20.3 We may end an ongoing Service on at least 30 days’ written notice. We will refund prepaid Charges for the period after it ends, less any fair, unavoidable third-party commitment that was made prominent before you ordered and may lawfully be retained.

20.4 On termination, you must pay for Goods and Services properly supplied and proportionate work performed, subject to your cancellation and statutory remedies.

20.5 On request before termination or within 30 days afterwards, we will make personal files held solely for you available in a commonly used format where reasonably practicable. We may charge a reasonable disclosed fee for additional migration work unless termination resulted from our breach.

21 Intellectual property and licences

21.1 You retain ownership of your data and materials. You give us permission to use them only as necessary to perform, secure and support the contract and comply with law.

21.2 We and our licensors retain ownership of our software, tools, templates, methods, documentation and pre-existing materials. After full payment, you receive a non-exclusive licence to use any deliverable created for you for the personal purpose described in the Order.

21.3 Third-party software and Digital Content are licensed, not sold, and are subject to the supplier’s terms. We will not knowingly install pirated or unauthorised software.

22 Our responsibility for loss

22.1 We are responsible for loss or damage that is a foreseeable result of our breach of the contract or failure to use reasonable care and skill. Loss is foreseeable if it was obvious or both parties knew it might happen when the contract was made.

22.2 These consumer terms cover private use. We are not responsible for business losses, including lost profit, revenue, business opportunity or interruption, where you use the supply for a commercial purpose that you did not disclose and we did not agree to support.

22.3 Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory rights, defective products where liability cannot be excluded, or any other liability that cannot lawfully be limited.

22.4 We are not responsible to the extent loss is caused by inaccurate information, unauthorised changes, illegal or unsupported software, your failure to follow reasonable advice, or a matter outside our control, but only where and to the extent it is fair and lawful to allocate that responsibility to you.

22.5 Nothing in these terms limits your right to repair, replacement, repeat performance, price reduction, rejection, refund or compensation under consumer law.

23 Privacy

23.1 We use personal information to administer Orders, provide support, secure systems, take payment and comply with law. Our Privacy Statement is available at https://itsolutionsyorkshire.uk/privacy-statement-uk/.

23.2 Where a Service requires us to access another person’s information, you confirm that you have authority to ask us to do so. We will use that information only as permitted by law and the agreed Service.

24 Complaints and alternative dispute resolution

24.1 Please contact us first if you have a concern. You can open a support ticket, call 01723 336 165, email support@itsolutionsyorkshire.uk, or write to 8 Penton Road, Cayton, Scarborough, North Yorkshire, YO11 3TQ. We will acknowledge the complaint and aim to provide a substantive response within 10 Working Days.

24.2 If we cannot resolve a complaint, we will give you information in a durable medium about an approved alternative dispute resolution entity that could deal with it and state whether we are required or willing to use that procedure.

24.3 Alternative dispute resolution does not prevent either party using the courts or affect your statutory rights.

25 Events outside our control

25.1 We are not responsible for delay caused by an event outside our reasonable control. We will contact you, take reasonable steps to reduce the effect and resume performance.

25.2 If the delay is likely to be substantial, you may cancel the affected part and receive a refund for anything paid but not supplied. This does not affect any stronger right you have by law.

26 Changes to these terms or a Service

26.1 The version supplied with the Estimate or Support Authorisation and frozen in the Order Confirmation governs that contract. A later website or system version does not retrospectively replace it.

26.2 For an ongoing Service, we may make a change only for a valid reason, including a legal or regulatory requirement, a security need, a supplier change, or a change that improves the Service without materially disadvantaging you.

26.3 We will give reasonable advance notice of a material change. If it materially disadvantages you, you may cancel the affected Service before it takes effect and receive an appropriate refund for the unused period, subject only to fair and lawful third-party commitments disclosed before you ordered.

27 General legal terms

27.1 We may transfer the contract as part of a genuine sale or reorganisation of our business if this does not reduce your rights. You may transfer it with our written consent, which we will not unreasonably withhold.

27.2 We may use subcontractors but remain responsible for our contractual obligations.

27.3 If a court finds part of the contract unlawful, the remaining provisions continue. A delay in enforcing a right is not a waiver.

27.4 The contract is between you and us. No other person may enforce it except a person to whom it is lawfully transferred.

27.5 The contract may be accepted only through the secure process or complete wet-signature process in clause 4. A telephone instruction or ordinary email reply is not acceptance. Instructions under an already accepted support plan are governed by clause 14.2. We will not charge more than the basic rate for a telephone line used specifically for post-contract consumer contact.

28 Governing law and courts

28.1 The contract is governed by the law of England and Wales, but you retain any mandatory protection of the law of the part of the United Kingdom where you live.

28.2 You may bring proceedings in the courts of the part of the United Kingdom where you live. We may bring proceedings against you only where applicable jurisdiction rules allow.

Schedule 1 Model cancellation form

Complete and return this form only if you wish to cancel a contract. You may instead send any clear statement containing the same information.