Terms & Conditions

These are the terms and conditions which apply to you ('the Client') and employees or family members covered by your support plan ('the user') and Stembridge IT Ltd ('the Company').

The client must provide Stembridge IT Ltd with all reasonable courtesy, information, cooperation, facilities and access to enable Stembridge IT Ltd to perform duties, failing to do so Stembridge IT Ltd shall not be obliged to perform any service or provide any assistance.

Important Notice

We do not store credit card details, nor do we share customer details with any 3rd parties, beyond that required to provide and provision services.

For Cancellations / refund requests please send an email to hello@stembridgeit.co.uk. Services / Support Plans require 30 days' notice of cancellation unless otherwise stated.

0. Support Definitions

Enquiry: The provision of information, instigated by the client, either technical in nature or pertaining to information owned by the client in the keep of Stembridge IT Ltd that is readily available.

Unscheduled Support: Technical support provided at the instigation of the client where the resolution is known, or should reasonably be expected to be known by Stembridge IT Ltd staff and where the support can be provided in 15 minutes or less, either verbally or by remotely connecting to the client's equipment.

1st Line: Technical support provided at the instigation of the client where the resolution is known, or should reasonably be expected to be known by Stembridge IT Ltd staff and where the support can be provided by automated or procedural steps, either verbally, in writing or by remotely connecting to the client's equipment. There is no time limit for 1st line support.

2nd Line: Technical support that requires diagnosis and / or research by Stembridge IT Ltd staff before a resolution can be effected. Includes, but not restricted to, issues caused by equipment failure, new equipment and / or software installation, referrals from 1st line, malware or virus infestation, alterations to or issues with services provided by 3rd parties, and alterations and / or errors made by the client or other 3rd party.

3rd Line: Technical support that requires specialised knowledge and / or referral to senior staff for resolution. Includes, but not restricted to, issues referred by 1st / 2nd line and sudden hardware failure.

Emergency Callout: Support instigated by the client that the client deems important enough for immediate intervention. An Emergency Callout carries a tariff for the first hour regardless of the support plan.

1. Payment Terms

Unless otherwise agreed in writing, payment terms are 30 days from the invoice date for all support plans and / or ad-hoc work. For work where a quote is provided, Stembridge IT Ltd will not start any work or acquisition of any goods or services until cleared funds are received in full. Where payment is not received Stembridge IT Ltd will not be obliged to provide any part of the service.

2. Quote Work

Site surveys are free of charge (excluding travel expenses) as long as the work quoted is carried out otherwise, a fee of £140 may be charged. Special consultation fees may be applicable for unusual circumstances. Once a site survey has been completed a quote will be issued in a timely fashion.

3. Product Warranty

All products come with a minimum 12-month manufacturer's warranty. This warranty does not affect your statutory rights which cannot be excluded or restricted by law. Additional insurance and extended warranty periods may be requested.

5. Data Protection

Any information collected by Stembridge IT Ltd, including that gathered at the time of ordering and/or domain registration, is collected lawfully and in accordance with the Data Protection Act 1998. Stembridge IT Ltd do not sell or transmit any customer's personal information, including email addresses, to any organisation for any purpose other than for providing services and / or processing orders placed with us (if necessary). We may share data with other organisations only with the express consent of the client.

6. Complaints

Complaints regarding any service or product provided by Stembridge IT Ltd should be emailed with full details to hello@stembridgeit.co.uk. Complaints will be dealt with the minimum of delay.

7. Consumer Rights

Clients may cancel once the quote work has been approved but no monies paid will be refunded once ordering has occurred as most goods are made to order and are therefore nonreturnable. Statutory Consumer rights are unaffected by this Agreement.

9. Liability

The Company shall not be liable under any circumstances for any data loss as, consequential or economic loss or damage or any loss of profit, revenue or goodwill incurred or suffered by the Client.

Stembridge IT Ltd does not accept liability for viruses, or other malicious use of technology to attack, disrupt or inconvenience, whether deliberately or otherwise, the client. The company cannot guarantee that the goods and services supplied will operate error-free or that they will remain free of computer viruses or other harmful mechanisms.

10. Support Plans

All support plans are subject to 30 days' notice to terminate or alter the plan. No signup or cancellation fee is payable beyond the final invoice for the plan issued at the end of the calendar month following the month in which the cancellation / alteration is made.

Support plans cover any and all computer equipment and peripheral devices regularly used by a user in the environment to which the support plan pertains, and for the sole purpose of carrying out the work of or for the client.

Hardware, Software, Cloud & Third-party services costs are not included unless otherwise stated. New computer and/or network equipment installation is not included. These costs will be subject to a separate quotation.

11. Fair Usage Policy

Hardware / Software: We reserve the right to withdraw support for obsolete and/or irreparable hardware or software. Our engineers will monitor your IT hardware and software and will recommend upgrading or replacing it where deemed necessary.

Misuse or abuse: Stembridge IT Ltd will withdraw support in case of abusive behaviour towards any member of Stembridge IT Ltd staff. Stembridge IT Ltd also reserve the right to limit or terminate support where demand is significantly or consistently above predicted and / or average for the cover.

12. Cloud Services

Stembridge IT Ltd cloud services including, but not limited to Stembridge IT Ltd Monitored Antivirus (EDR) and Stembridge IT Ltd Web Monitoring and Restriction Service utilise small applications that run on your computers and / or other devices and send data to the website of Stembridge IT Ltd suppliers. It may be transferred to and stored at a location outside of the UK/EEA with adequate protection for such data transfers in accordance with European data protection legislation. By agreeing to engage our services you consent to this data transferal.

17. Disclaimer

These terms and conditions constitute the entire agreement between the Parties and no additions or modifications to these terms and conditions shall be binding upon the Company.

If any part of our terms and conditions is determined by a UK court to be invalid, illegal, void or otherwise unenforceable under any current or future law, the remainder of our terms and conditions shall not be affected thereby.

These Terms and Conditions do not affect any of your statutory rights.

Contact Us

If you have any questions about these Terms and Conditions, please contact us at hello@stembridgeit.co.uk