General Terms and Conditions

Revised: Thursday, 17 April 2025

These General Terms and Conditions (the “Agreement”) govern the provision of services by IT Solutions Yorkshire Ltd, 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, United Kingdom, YO11 2AQ (hereinafter referred to as “we”, “our”, or “us”).

1. Services Provided

We provide a wide range of IT services tailored to meet the needs of both residential and business clients. Our offerings typically include but are not limited to: IT support and consultancy, hardware and software procurement and setup, website and email solutions, cybersecurity, cloud services, network infrastructure, backup systems, and bespoke system installations. For a comprehensive and up-to-date overview of our services, please visit our website or contact us directly.

2. Support Hours

PAYG & Membership clients: Monday – Friday, 9am to 5pm. Premium Membership clients: 6am to 12am daily.

3. Emergency and Out-of-Hours Support

Emergency support is available only for business-critical issues. Clients without Premium Membership will be automatically upgraded to the Premium plan in such scenarios.

We reserve the right to charge from the moment the call connects. If the client does not agree to the automatic Premium upgrade and the corresponding rate of £85+VAT per hour, they must terminate the call before it is answered. By allowing the call to connect, the client is deemed to have accepted these terms.

4. Charges and Payment Terms

Our charging structure is based on the type of service plan the client holds:

• PAYG Clients: £65+VAT per hour (or part thereof)
• Standard Members: £45+VAT per hour (or part thereof)
• Premium Members: £45+VAT per hour (or part thereof) during standard hours; £85+VAT per hour (or part thereof) outside of standard hours

There is no separate call-out charge; however, any travel time incurred will be billed at the applicable hourly rate.

The minimum billing increment for all work is one hour.

All invoices are due strictly by the stated due date. Any invoices not paid by this time will incur a late payment charge of £25 or 10% of the invoice total, whichever is greater.

Please note: IT Solutions Yorkshire Ltd reserves the right to review and amend its rates at any time. While we always aim to communicate changes in advance, up-to-date pricing will always be available on our official website. Clients are encouraged to check the website periodically to remain informed of any updates.

5. Cancellation and Renewal

If a renewal is not required, you must discuss your termination options before the invoice due date. Failure to do so may result in automated renewal, for which the charge will stand.

6. Client Responsibilities

Clients of IT Solutions Yorkshire Ltd are expected to:

1. Report Issues Promptly – Notify us of any issues or anomalies as soon as possible. Prompt communication gives us the best opportunity to resolve problems quickly and potentially prevent data loss.
2. Inform Us of Suspected Viruses or Malware – If a virus, malware, or ransomware is suspected, clients must inform us in advance. Due to security risks, we will only provide on-site support in such cases to protect our remote infrastructure.
3. Ensure Proper Licensing – Clients must ensure that all hardware and software in use is properly licensed. We will not knowingly support or configure unlicensed or pirated software.
4. Facilitate Reasonable Access – Provide access to systems, equipment, or premises as reasonably required to conduct diagnostics, repairs, or upgrades.
5. Maintain Data Backups – Clients are responsible for maintaining adequate backups of their data unless a backup solution has been contracted through us. We are not liable for data loss where no agreed backup plan is in place.
6. Cooperate During Investigations – Provide necessary information and cooperation during troubleshooting, including accurate reporting of issues, recent changes, and the impact of problems encountered.
7. Comply with Acceptable Use Standards – Use our services lawfully and refrain from activities that could breach cybersecurity, such as sharing login credentials, using weak passwords, or installing unverified software.

7. Service Level Agreements (SLAs)

• PAYG: 72-hour resolution
• Standard: 48-hour resolution
• Premium: 24-hour resolution

All resolution times are subject to initial diagnosis.

8. Software and Hardware Sales

We are authorised distributors/resellers of various software. Terms and conditions are governed by those of the respective software provider.

At IT Solutions Yorkshire Ltd, we always act in the best interests of our clients and strive to deliver high-quality, reliable services. However, due to the nature of IT services – including dependency on client actions, third-party software, integrations, and complex system environments – we require the following limitations of liability and indemnity protections:

1. Unless directly caused by our proven negligence, IT Solutions Yorkshire Ltd shall not be held liable for any direct, indirect, incidental, or consequential loss or damage, including but not limited to data loss, loss of business, revenue, profits, or anticipated savings.
2. The client acknowledges responsibility for ensuring their systems are powered, connected, and operated appropriately. We cannot be held accountable for the failure of any service where client-side interference, misconfiguration, unauthorised access, or inactivity has affected delivery or performance.
3. In both reactive and proactive support scenarios, where the success of our intervention is affected by prior client actions, omissions, or interference, the client agrees to indemnify IT Solutions Yorkshire Ltd against any resulting claims, losses, or damages, whether financial or otherwise.
4. Should services be suspended due to late payment (defined as 28 days or more overdue), the client agrees to indemnify IT Solutions Yorkshire Ltd against any resulting damages, disruptions, or losses.
5. The client agrees to indemnify and hold harmless IT Solutions Yorkshire Ltd, its directors, employees, and agents from any and all claims, actions, liabilities, losses, and expenses arising from services provided, except where such liability is legally proven to arise from gross negligence or wilful misconduct on our part.
6. IT Solutions Yorkshire Ltd shall not be held liable for any compromise or breach of security resulting from third-party platforms, software integrations, APIs, or services recommended by us or otherwise selected by the client. This includes any unauthorised access, data breaches, or financial loss arising from the use of external systems.
7. The client retains administrative access to their own systems and infrastructure unless expressly agreed otherwise. As such, IT Solutions Yorkshire Ltd cannot be held responsible for any actions taken by the client or other authorised third parties that impact system integrity, security, or performance.

9. Data Protection

We comply with GDPR and other relevant data protection laws. Our privacy policy is available at: https://itsolutionsyorkshire.uk/privacy-statement-uk/.

10. Intellectual Property

All intellectual property, hardware, software, documentation, systems, and any other deliverables supplied, configured, developed, or installed by IT Solutions Yorkshire Ltd remain the sole property of IT Solutions Yorkshire Ltd until paid for in full by the client. This includes but is not limited to installed or commissioned hardware, licensed software, source code, designs, configurations, and any custom-developed solutions.

Ownership is only transferred to the client upon full settlement of the corresponding invoice. Until then, IT Solutions Yorkshire Ltd reserves the right to withhold, suspend, or revoke access to these materials or systems where appropriate.

11. Termination of Services

Notice must be provided prior to renewal/invoice due date to terminate services.

12. Governing Law and Jurisdiction

This Agreement is governed by the laws of England and Wales, and subject to the jurisdiction of the courts therein.

13. Acceptance of Terms

By engaging with our services, the client agrees to these Terms and Conditions.

14. Amendments to Terms and Conditions

IT Solutions Yorkshire Ltd reserves the right to review and amend these Terms and Conditions at any time. Where possible, we will endeavour to notify clients of significant changes in advance. The most current version of our Terms and Conditions will always be available on our official website. Continued use of our services following the publication of any updates shall constitute acceptance of those changes.