Revised: September 2025
These Terms and Conditions (the “Agreement”) govern the supply of goods and provision of services by IT Solutions Yorkshire Ltd (“ITSY”, “we”, “our”, or “us”), a company registered in England and Wales with company number 15249071 and VAT number GB452955077, whose registered office is at Europa House, 20 Esplanade, Scarborough, North Yorkshire, YO11 2AQ.
By engaging our services or purchasing goods, you (“the Client”, “you”, or “your”) acknowledge and agree to be bound by these Terms and Conditions in full.
1. Services Provided
1.1 ITSY provides a broad range of information technology services and products to both business and residential clients. These may include, but are not limited to: IT consultancy, remote and on-site technical support, system design and installation, hardware and software procurement, network infrastructure, cybersecurity solutions, backup systems, cloud solutions, email and website hosting, and project-based IT delivery.
1.2 A current overview of our service offerings is available on our official website or upon written request. ITSY reserves the right to modify, expand, or withdraw specific services at any time, subject to reasonable notice where ongoing contracts may be affected.
1a. Definitions
For the purposes of this Agreement, the following terms shall have the meanings set out below:
- “Services” means any products, goods, support, consultancy, hosting, domains, cloud services, or other IT services provided by ITSY.
- “Goods” means any hardware, software, or physical items supplied by ITSY.
- “Membership” means any subscription service, including PAYG, Standard, or Premium membership tiers.
- “Emergency Support” means urgent assistance provided outside standard support hours for business-critical issues.
- “Working Hours” means 9:00am–5:00pm Monday to Friday, excluding public holidays.
2. Support Hours
2.1 Standard support is available to all clients, including PAYG, Standard Members, and Premium Members, during business hours: Monday to Friday, 9:00am to 5:00pm (excluding public holidays).
2.2 Requests received outside of business hours will be logged for the next working day, unless the client has Premium Membership and the matter qualifies as an emergency under Section 3.
3. Emergency and Out-of-Hours Support
3.1 Premium Members have access to emergency support between 6:00am and 12:00am daily.
3.2 No support is available between 12:00am and 6:00am. Calls or requests received during this period will be responded to after 6:00am.
3.3 Emergency support is reserved strictly for business-critical issues.
3.4 Where a non-Premium client requires emergency support, they will automatically be upgraded to Premium Membership, and emergency rates will apply.
3.5 Emergency support is billed at £85 + VAT per hour, with charges commencing once the call is connected. If the client does not wish to incur these charges, the call must be terminated before being answered.
4. Charges, Pricing and Payment Terms
4.1 Rates
PAYG Clients: £65 + VAT per hour (or part thereof).
Standard Members: £45 + VAT per hour (or part thereof).
Premium Members: £45 + VAT per hour during standard hours; £85 + VAT per hour outside standard hours.
4.2 Billing Increments
All labour is chargeable in minimum increments of one hour. Travel time, where applicable, will also be billed at the prevailing hourly rate.
4.3 Invoices and Payment
All invoices are payable strictly by the due date specified.
Payments must be made via approved methods. Where payments are made by BACS, the invoice number must be quoted as the payment reference. ITSY accepts no responsibility for suspended services or unallocated funds caused by failure to provide the correct reference.
Overdue invoices (defined as invoices unpaid beyond the due date) will incur an administration charge of £25 or 10% of the total invoice value, whichever is greater.
4.4 Pricing and Supplier Costs
All quotations and estimates are based on live supplier pricing. Prices are therefore subject to fluctuation. If supplier costs vary by more than 10%, ITSY will endeavour to notify the client prior to procurement.
4.5 Deposits
A minimum deposit of 50% of the project, supply, or installation cost is required prior to commencement.
All deposits are non-refundable unless otherwise required by law.
The balance of all invoices is payable immediately upon completion of works or delivery of goods.
Title and ownership of all goods and deliverables remain vested in ITSY until payment is received in full.
5. Cancellation and Renewal
5.1 Service renewals will automatically proceed unless written notice of cancellation is received prior to the renewal invoice due date.
5.2 Where no cancellation notice is provided, the renewal shall be deemed accepted and charges will remain payable.
6. Client Responsibilities
Clients agree to:
6.1 Promptly Report Issues – notify ITSY immediately of any system issues, anomalies, or suspected security threats.
6.2 Maintain Security – in cases of suspected virus, malware, or ransomware, inform ITSY prior to seeking support. In such cases, support will only be provided on-site to protect ITSY’s infrastructure.
6.3 Ensure Licensing Compliance – ensure that all software and hardware used are properly licensed and legitimate. ITSY reserves the right to refuse service where unlicensed or pirated software is detected.
6.4 Provide Reasonable Access – ensure ITSY has sufficient access to systems, premises, and information in order to carry out services effectively.
6.5 Unless ITSY has provided a contracted backup service, clients remain responsible for implementing their own data backup processes. Where ITSY does provide such services via a third-party supplier, the client acknowledges that ITSY acts solely as a reseller or facilitator, and liability for failures rests with the supplier. ITSY will only accept liability where it has failed to configure the service correctly or has been proven negligent in its setup.
6.6 Cooperate with Investigations – provide accurate and complete information when troubleshooting, including changes made and issues encountered.
6.7 Comply with Acceptable Use Standards – use ITSY’s services lawfully, and refrain from practices that may compromise system integrity, including but not limited to weak password usage, sharing of login credentials, or unauthorised software installation.
6a. Website, Hosting, and Digital Services
6a.1 Clients must not use hosting, domain, cloud, or email services provided by ITSY for unlawful purposes, including but not limited to: dissemination of illegal material, spamming, denial-of-service attacks, or hosting of malicious content.
6a.2 ITSY does not guarantee uninterrupted availability of hosting or cloud services. Service levels are subject to reasonable downtime for maintenance, upgrades, or outages caused by third-party providers.
6a.3 ITSY shall not be liable for data loss, downtime, or breaches arising from external hosting providers, registries, or cloud service partners. Liability is limited to proven negligence by ITSY (e.g., misconfiguration).
6a.4 Where a client breaches acceptable use standards, ITSY reserves the right to suspend or terminate services with immediate effect.
7. Service Level Agreements (SLAs)
Resolution times are based on membership tier and subject to the complexity of diagnosis and external dependencies:
- PAYG: 72 hours
- Standard: 48 hours
- Premium: 24 hours
8. Consumer Sales (Home Users)
8.1 Cooling-Off Period
Consumers purchasing remotely are entitled to cancel their order within 14 days of receipt under the Consumer Contracts Regulations 2013. However, this right is waived where installation or setup has begun, including but not limited to: opening packaging, completing out-of-box setup, or applying updates.
8.2 Warranty
All consumer devices are supplied with a minimum 12-month manufacturer’s warranty. This warranty does not cover labour unless ITSY is proven to be at fault. ITSY may assist with warranty claims at its standard hourly rate.
8.3 Software & Licensing
Consumers must supply valid software licences unless purchased through ITSY. ITSY will not install, configure, or support illegal, duplicate, or unsupported software, and reserves the right to report suspected infringements to the appropriate authorities.
8.4 Support Beyond Installation
Any consultancy or labour provided beyond the initial hardware installation is chargeable at ITSY’s standard rates.
8a. Automatic Renewals and Cancellation Periods
8a.1 Unless cancellation notice is received before the invoice due date, services shall automatically renew, and the associated invoice shall remain payable.
8a.2 Invoices are issued in advance of renewal dates to allow reasonable time for cancellation. Typical notice periods are:
- Monthly subscriptions: 7 days prior to due date.
- Quarterly and Semi-Annual subscriptions: 14 days prior to due date.
- Annual, Biennial, and Triennial subscriptions: 28 days prior to due date.
- Domain renewals: 14 days prior to due date.
8a.3 It is the client’s responsibility to provide notice of cancellation prior to the invoice due date. Renewal with suppliers may take place on or before that date, and charges will remain payable in full once such renewal occurs.
9. Business Sales (B2B Clients)
9.1 Returns & Cancellations
All B2B sales are final once accepted. Returns are not permitted unless the goods are defective. Any installation or setup work carried out will void the right to return for convenience.
9.2 Warranty
Devices are supplied with a minimum 12-month manufacturer’s warranty. Labour is excluded unless ITSY is directly responsible for the fault. ITSY may assist in warranty claims at its standard hourly rate.
9.3 Deposits and Payment Terms
Deposits and payment terms are governed by Section 4.5 of these Terms and Conditions. For the avoidance of doubt, all deposits are non-refundable unless required by law.
9.4 Software & Licensing
The client is solely responsible for providing valid and legal licences unless purchased through ITSY. ITSY will not install or support pirated or unlicensed software, and reserves the right to report any suspected illegal use.
9.5 Support Beyond Installation
All ongoing support beyond installation is chargeable at ITSY’s prevailing rates.
10. Software and Hardware Sales
10.1 ITSY supplies software and hardware as an authorised reseller.
10.2 All such products are subject to the warranty, licensing, and contractual terms of the original manufacturer or provider.
10.3 ITSY accepts no responsibility for failures, incompatibilities, or defects arising from manufacturer products beyond statutory obligations.
11. Limitations of Liability & Indemnity
11.1 ITSY accepts no liability for direct, indirect, or consequential losses (including but not limited to lost business, profits, savings, or data) except where such loss results from proven gross negligence or wilful misconduct on the part of ITSY.
11.2 The client shall indemnify ITSY against all claims, damages, costs, and liabilities arising from:
- Misuse, misconfiguration, or unauthorised access by the client or third parties;
- Security breaches arising from third-party platforms, software, APIs, or services used by the client;
- Service suspensions or interruptions resulting from non-payment or late payment.
11.3 Clients retain administrative rights to their systems unless expressly agreed otherwise. ITSY cannot be held responsible for any consequences arising from client interference.
11.4 Except in cases of death or personal injury caused by ITSY’s negligence, ITSY’s total liability for any claims, losses, or damages arising from this Agreement shall be limited to the total amount paid by the client to ITSY in the twelve (12) months preceding the event giving rise to the claim.
11.5 ITSY shall not be liable for failure or delay in performance of its obligations where such failure results from circumstances beyond its reasonable control, including but not limited to: power outages, strikes, labour disputes, natural disasters, supplier failures, or interruptions to third-party networks or internet infrastructure.
12. Data Protection
ITSY complies with all applicable data protection legislation, including the UK GDPR and Data Protection Act 2018. Our full Privacy Statement is available at:
https://itsolutionsyorkshire.uk/privacy-statement-uk/
13. Intellectual Property
13.1 All intellectual property rights, software, hardware, documentation, system configurations, and any deliverables supplied by ITSY shall remain the property of ITSY until payment has been received in full.
13.2 ITSY reserves the right to suspend, withhold, or revoke access to goods or deliverables in the event of non-payment.
13a. Subcontracting and Third Parties
13a.1 ITSY reserves the right to use subcontractors or third-party providers in the delivery of Services.
13a.2 ITSY shall not be liable for delays, failures, or breaches arising directly from such subcontractors or providers, save where ITSY has been negligent in its selection or management of them.
13a.3 The client agrees to indemnify ITSY against any claims, damages, or costs arising from the acts or omissions of third-party providers engaged for the provision of Services, except where ITSY is proven to be directly at fault.
14. Termination of Services
Notice of termination must be provided prior to the due date of the relevant invoice or renewal. Failure to provide such notice may result in automatic renewal and associated charges.
15. Governing Law and Jurisdiction
This Agreement shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction in relation to any disputes.
16. Amendments
ITSY reserves the right to amend these Terms and Conditions at any time. Where significant changes are made, ITSY will endeavour to notify clients in advance. The most recent version of these Terms and Conditions will always be available on our website. Continued use of ITSY’s services constitutes acceptance of the latest version.
16a. Priority of Terms
In the event of any conflict between these Terms and Conditions and the terms of any client purchase order or agreement, these Terms shall prevail unless expressly agreed otherwise in writing by a director of ITSY.
