Terms & conditions

1. Who we are and how to contact us

Britixo, we, us and our mean Britixo Software Solutions UK Ltd., a company registered in England and Wales with company number 17170769. Our registered office and mailing address is Unit 5-6 Titford Lane, Rowley Regis, B65 0PY, United Kingdom.

Contact us through britixo.com/contact, your MyAccount support desk, by telephone on 0330 190 1979, or by post to our registered office. Identify your order or service where possible. Do not send card security codes, passwords or unnecessary sensitive information in an enquiry.

Legal notices and cancellations: .

These terms cover our website and services supplied by Britixo, including consultancy; custom software, websites and mobile applications; business software, CRM and practice-management modules; SaaS subscriptions; APIs, integrations and automation; AI features; hosting, cloud, domains and infrastructure; managed IT, remote support, security and backup services; and VoIP, messaging and communications. A service is included only where your Order says it is.

2. Customers, orders and key definitions

A Consumer is an individual acting wholly or mainly outside their trade, business, craft or profession. A Business Customer is any other customer. Your actual purpose determines your status; an account label does not remove consumer rights.

An Order is the accepted proposal, checkout order, service plan, statement of work or other written agreement identifying what you buy. Services include the software, content, equipment and work specified in that Order. Customer Data means information you or your authorised users submit to, store in or process through the Services. Business Day means Monday to Friday, excluding public holidays in England.

Applicable Law includes binding consumer, data-protection, electronic-communications and other laws and regulatory obligations relevant to the Services. A small business or not-for-profit customer may have communications protections even when it is not a Consumer. We do not treat all business communications customers as exempt from those protections.

3. How the contract is formed and which terms apply

3.1 Formation. Our marketing, demonstrations, automated estimates and requests for information are invitations to discuss an Order. A paid contract is formed when we expressly accept your Order in writing or confirm its acceptance through the checkout, after giving you the relevant terms. An acknowledgement of an enquiry or receipt of payment alone is not necessarily acceptance. If we cannot accept an Order, we will explain and refund any payment for it.

3.2 Information before purchase. Your Order must identify the Services, material features and exclusions, price and taxes, payment timing, any minimum term, renewal arrangements, cancellation route, delivery or activation requirements and relevant service limitations. We will provide the contract information and confirmation in a form you can save. Mandatory pre-contract information and statements on which a Consumer reasonably relies retain their legal effect.

3.3 Priority. Mandatory legal rights come first. Consumer provisions prevail for Consumers and applicable communications protections prevail for eligible communications customers. The data-processing schedule governs processing on your instructions. Subject to those protections, an expressly agreed variation in your Order takes priority over the relevant service schedule and these general terms. A purchase-order reference is administrative and does not incorporate a Business Customer's own terms unless we expressly agree.

3.4 Existing contracts. This version applies only to Orders that incorporate it. Publishing an updated page does not retrospectively replace an existing contract or authorise a new charge. Changes to an existing contract must follow section 34 and any required consent process.

4. Website information and permitted use

You may browse our public website and print or save reasonable extracts for lawful personal or internal business use, keeping ownership notices intact. Website text, designs, graphics, software, logos and other materials belong to Britixo or their respective licensors. You may not commercially republish them, misrepresent an affiliation or use our branding without permission, except where the law permits.

We take reasonable care with website information, but general articles and examples are not a tailored assessment, binding service specification or professional legal, tax, financial or medical advice. Availability, compatibility and quoted outcomes must be confirmed for your Order. This does not excuse a misleading statement or remove rights arising from information that legally forms part of your contract.

External links and third-party names identify resources or potential integrations. They do not, by themselves, imply endorsement, partnership, accreditation or an existing integration. Third-party websites have their own terms. You must not compromise the website, bypass access controls, introduce malicious code or collect information unlawfully.

5. Accounts, authorised users and customer responsibilities

Provide accurate contact, billing and service information and keep it current. A person placing an Order for an organisation must have authority to bind it. Account owners must assign appropriate roles, remove access that is no longer needed, protect authentication methods and tell us promptly about suspected compromise.

You are responsible for the lawful use of your account by users you authorise and for the accuracy, permissions and rights relating to Customer Data and instructions you supply. That responsibility does not make you automatically liable for fraud or unauthorised activity caused by our breach, or remove our security duties. We assess disputed activity using the available evidence.

You must provide reasonably necessary cooperation, access, approvals, licences, compatible equipment and connectivity specified in the Order. We will explain the consequences of a missing dependency. For Business Customers, a documented customer-caused delay may justify a reasonable revised timetable and agreed additional charges; it does not give us an unlimited right to increase the price.

6. Scope, delivery and changes to the work

The Order defines deliverables, milestones, assumptions, exclusions, responsibilities and acceptance criteria. Features described on our website or in a demonstration are not automatically included in every package. We will carry out agreed Services with reasonable care and skill.

A request that changes scope, integration requirements, supported environments, content volume or delivery assumptions will be assessed through a written change request. We will explain its effect on price, timing and dependencies and obtain agreement before carrying out chargeable additional work. Emergency protective action is governed by sections 19 and 27.

We will identify any firm delivery commitment separately from an estimate. If a delay becomes likely, we will notify you and take reasonable steps to reduce it. Consumer rights concerning agreed delivery dates, reasonable performance times and remedies continue to apply. There is no guarantee of search-engine ranking, advertising return, revenue, accreditation or regulatory approval unless a specific lawful commitment is expressly included in the Order.

7. Prices, invoices and payment methods

7.1 Charges. The Order or applicable tariff identifies one-off, recurring and usage charges, the billing currency, taxes, included allowances, billing increments and any approved third-party costs. Consumer prices include VAT and other unavoidable charges where applicable; where a total cannot reasonably be calculated in advance, the calculation method will be explained before purchase. Business quotations state their VAT treatment.

7.2 Payment. Pay by the due date and method shown on the accepted Order or invoice. Deposits and milestone payments are credited against the agreed price. We do not add undisclosed extras or prohibited payment surcharges. Optional extras require your express agreement. Promotional prices apply only for their stated period and eligibility conditions.

7.3 Payment processing. Available payment methods and the relevant payment provider are identified in the payment flow. A provider may carry out authentication, fraud checks and payment processing under its own applicable terms. Using a payment provider does not transfer Britixo's responsibility for supplying the contracted Services or issuing a refund that Britixo owes.

7.4 Payment safety. Use the authenticated payment route or verified invoice instructions. Independently verify a purported change of bank details using a known Britixo contact route. We may pause an uncompleted payment for proportionate fraud or identity checks. Do not send full card details or security codes through support tickets or ordinary messages.

8. Recurring payments, renewals and price changes

8.1 No implied payment authority. A payment, account registration, free trial or saved payment method does not by itself authorise future automatic collections. Automatic payment is used only where a supported arrangement is available and you expressly authorise its amount or calculation method, frequency and applicable service. A recurring invoice is not necessarily an automatic card charge.

8.2 Renewal information. Before you commit, we will explain whether the service expires, continues periodically or renews for a further term; the applicable price or calculation method; and how and when to cancel. We will send the notices and reminders required by law. We will not turn an unspecified-price trial into a paid subscription without the required agreement.

8.3 Changing prices. We will not increase a fixed price during its agreed fixed period unless an objectively defined adjustment was clearly agreed, the law requires it, or you agree a change. For an ongoing service, a proposed discretionary increase takes effect no sooner than 30 days after notice and only after any longer applicable notice or existing fixed-price period. A Consumer may end the affected service before such an increase without an exit charge and receive a proportionate refund for unused prepaid service. Communications-specific rules may provide additional rights.

8.4 Stopping collections. You may withdraw a recurring payment authority through us and, where applicable, your bank or card issuer. We will stop collections under that withdrawn authority. Cancelling a payment authority alone does not necessarily end the service contract or discharge an amount legitimately due. You can also cancel the service under section 11. We will not charge again without a valid authority.

9. Billing queries, chargebacks and overdue amounts

Raise a suspected billing error promptly, identifying the invoice and disputed amount. We will investigate and correct substantiated errors. There is no short notification deadline that removes statutory rights. Pay any genuinely undisputed amount when due; a properly raised dispute is not an admission that the whole invoice is payable.

You retain applicable chargeback, Direct Debit and statutory payment remedies. You do not need our permission to use them. We may provide accurate evidence to a payment provider and recover sums that remain lawfully due after the dispute is resolved. We do not impose a blanket chargeback penalty or treat a good-faith dispute as misuse.

Business Customers only: where the Late Payment of Commercial Debts legislation applies, we may claim statutory interest at 8 percentage points above the applicable Bank of England base rate, statutory fixed compensation and qualifying reasonable recovery costs. We will not recover the same cost twice or combine inconsistent statutory and contractual remedies. This statutory business-debt clause does not apply to Consumers.

For Consumers, any recovery charge must be lawful, fair, explained and proportionate to a reasonably incurred cost. Suspension for non-payment follows section 27 and any communications protections. We will not use immediate disconnection as an automatic response to a genuinely disputed bill.

10. Trials, free services and usage allowances

A trial lasts for the period shown when it is provided. Where Britixo offers a 14-day trial, its start and expiry information will be shown with that offer. The trial may include specified features, capacity and support limits. We will explain what happens at expiry, including any loss of access, export opportunity and deletion arrangements. Do not assume trial data will be kept indefinitely.

Where advertised, free PBX platform access and setup and free internal team-to-team calls apply to the described internal service. They do not include external telephone calls, number rental, devices, connectivity or separately identified third-party usage. Likewise, free messaging platform or integration setup does not automatically include a third party's messaging, AI or other usage charges. Any paid component must be disclosed and agreed before it is incurred.

Fair-use limits must be clear, proportionate and available before use. We will not introduce an undisclosed usage cap retrospectively or describe a service as unlimited while concealing a material limit. Free access is subject to lawful-use and security requirements. Ending or changing a free offer does not remove rights arising from a paid package or an agreed commitment.

11. Ending subscriptions and cancelling an order

11.1 How to cancel. Use the cancellation control where available, send a support request, use our contact form or write to our registered office. State clearly which service you want to cancel. We will confirm receipt and the effective date. A broken or unavailable account control does not prevent cancellation through another stated route. We may verify identity proportionately, but will not impose unnecessary obstacles.

11.2 Periodic services. The Order identifies any minimum term and notice period. If it does not specify a minimum term or renewal commitment, none is created by these terms. Unless a different lawful arrangement is expressly agreed, a Consumer may stop the next renewal by notifying us before it occurs; a Business Customer may end a continuing periodic service on 30 days' notice. Charges during notice must reflect the service actually contracted for.

11.3 Fixed commitments. A fixed-term commitment or early termination calculation must be clearly disclosed before the Order is accepted. A Consumer cancellation charge must reflect a lawful, proportionate net loss, taking account of costs saved and reasonable steps to reduce the loss. We do not automatically demand every remaining payment regardless of circumstances. Business cancellation charges must follow the agreed Order and cannot recover the same loss twice.

11.4 Project cancellations. For a convenience cancellation outside applicable statutory cancellation rights, we may charge for agreed work properly performed and evidenced, unavoidable commitments specifically authorised for your Order, subject to fairness, mitigation and the Order. Unspent deposits are refunded after a justified reconciliation. Cancellation caused by our breach is governed by your legal and contractual remedies.

Sections 12 and 13 explain additional Consumer cancellation and refund rights. Section 22 preserves communications-specific switching, porting and termination rights.

12. Consumer cooling-off and statutory rights

12.1 Services. For most service contracts concluded online, by telephone or away from our premises, you have 14 days from the day after the contract is made to cancel without giving a reason. If we have not provided required cancellation information, the cancellation period may be extended by law. You may use the form in Schedule B or send any clear statement before the deadline.

12.2 Starting services early. We will begin performance during the cancellation period only after your express request where required. If you then cancel, you pay only the legally permitted proportionate amount for services actually supplied, provided we gave the required information. The service cancellation right ends after full performance only when the required prior request, consent and acknowledgment have been obtained. Paying a deposit, logging in or approving a project does not automatically waive the right.

12.3 Digital content. For digital content supplied without a physical medium, the cancellation period normally runs for 14 days from the day after the contract is made. We may begin immediate supply and end that cancellation right only with your prior express consent, your acknowledgment that you will lose the right, and the required contract confirmation. A general acceptance of these terms is not a substitute for that separate process. An ongoing hosted service is not automatically treated as a one-off digital download.

12.4 Goods. Where we sell goods at a distance, the cancellation period is normally 14 days from the day after you, or your nominated recipient, receive them, with statutory rules for multiple deliveries. After notifying cancellation, return them within the legally required period, normally a further 14 days. You bear direct return costs only where we informed you before purchase. We may make a lawful deduction for handling beyond what is necessary to establish the goods' nature, characteristics and functioning. Exceptions, including genuinely made-to-specification goods, apply only where the legal requirements are met; bespoke software work is not automatically exempt as personalised goods.

12.5 Quality remedies. Services must be supplied with reasonable care and skill. Goods and digital content must meet the standards required by the Consumer Rights Act 2015, including applicable description, quality and fitness requirements. Depending on the circumstances, remedies include repeat performance, repair or replacement, a price reduction, rejection, cancellation, a refund and compensation. Nothing here removes those rights or restricts lawful claims to a short warranty period.

13. Refunds, credits and prepaid balances

Refunds required by law take priority over an Order's commercial refund policy. There is no blanket rule that all payments, deposits, digital services or usage credits are non-refundable. We may retain only an amount that is properly due or lawfully deductible, and we will explain the calculation.

For a valid Consumer cooling-off cancellation, we reimburse payments, including the basic outbound delivery cost where relevant, within 14 days of being informed, subject to the lawful rules for goods returns and any permitted deduction. For goods, we may withhold reimbursement until we receive the goods or evidence of return, whichever occurs first, unless we have offered to collect. Additional delivery cost above our least expensive standard delivery need not be refunded.

Refunds use the original payment method unless you expressly agree otherwise and incur no refund fee. We will not force a credit note instead of money where you are entitled to a monetary refund. Other refunds and price reductions will be made within the applicable statutory period or, where no period is prescribed, promptly after agreement.

Usage already lawfully incurred remains payable. Prepaid credit is applied to the identified service; it is not a general-purpose bank deposit or transferable cash account. Any expiry, transfer restriction or deduction must be clearly disclosed and lawful. We will return unused prepaid service funds where required by law, including applicable communications rules, and where we end a service without customer breach. Refunds for convenience cancellation otherwise follow the accepted Order and consumer fairness requirements.

14. Custom development, testing and acceptance

The specification should identify required functionality, supported browsers and devices, integrations, accessibility requirements, environments, migration tasks, security measures, documentation and any source-code handover. We do not promise compatibility with every future third-party release or unspecified environment.

We will notify you when a deliverable is ready for the agreed acceptance tests. Report a material failure against the agreed criteria with enough detail for us to investigate. We will address a substantiated failure within the agreed scope and repeat relevant tests. A new preference or additional feature is handled as a change request.

For Business Customers, a testing period, deemed-acceptance mechanism or acceptance by production use applies only if expressly agreed in the Order, with reasonable opportunity to test and notice of its effect. There is no automatic acceptance solely from silence under these general terms. Acceptance does not excuse a concealed defect, fraud or a breach that the law does not permit us to exclude.

For Consumers, acceptance and testing do not reduce statutory remedies. Unless expressly purchased, ongoing hosting, maintenance, third-party renewals and future enhancements are separate from a completed development project. Paid corrections do not include fixing a fault for which Britixo is already responsible under the contract or law.

15. Intellectual property, customer content and source code

You retain ownership of Customer Data and materials you provide. You grant us the limited rights needed to deliver, secure, support and administer your Services in accordance with the contract. That permission does not give us a general right to sell your content or use it for unrelated promotion.

Britixo and its licensors retain ownership of pre-existing software, platform code, reusable components, templates, methods, tools and know-how. Unless an Order expressly grants a different right, your payment purchases the agreed Services and a right to use the deliverables for their stated purpose, not ownership of the whole platform or access to all underlying source code.

For a commissioned standalone deliverable, the Order must specify whether you receive an assignment or a licence, its scope and whether source code, build instructions and documentation are included. An assignment must be express and in a signed written agreement. Subject to mandatory rights, an agreed transfer or permanent licence may be conditional on payment of the associated undisputed fees. Third-party and open-source components remain subject to their applicable licences, which we will identify as required.

You must have the necessary rights to the content and instructions you supply. We will use reasonable care in selecting and licensing components we supply. Neither party may use the other's confidential materials, trade marks or customer name for publicity without permission, except for lawful factual disclosures or use necessary to perform the contract. No clause prevents a use, interoperability activity or other right that cannot lawfully be restricted.

16. SaaS, business software and account licences

During the agreed service period, authorised users may access the contracted software within the purchased user, workspace, storage, feature and usage limits. A licence is non-exclusive and may not be resold or sublicensed unless the Order permits it. You may not bypass billing or access restrictions, share another customer's workspace or extract proprietary source code unlawfully.

We may maintain and improve the service, apply security patches and retire obsolete components, subject to section 34. We will not remove a material paid feature during a committed period without an appropriate contractual basis and applicable notice or remedy. A roadmap, beta feature or catalogue listing is not a promise of a delivery date.

Beta and preview features will be identified and their material limitations explained before use. Do not use them for a critical workflow without an agreed assessment. Their status does not exclude mandatory quality obligations or liability for our own negligence where it cannot fairly or lawfully be excluded.

17. Hosting, domains, cloud, equipment and email

The Order identifies allocated resources, management responsibilities, region commitments, connectivity, software licences and any service level. Shared hosting, virtual servers and dedicated infrastructure have different limits. We may apply proportionate technical controls to protect the service, but a chargeable upgrade requires agreement.

Domain availability is not guaranteed until registration succeeds. You must provide accurate registrant information and comply with the disclosed registry requirements. Domain renewal is included only as expressly agreed. We will communicate relevant renewal requirements and will not withhold a lawful transfer solely to pressure payment of an unrelated debt. Expiry, redemption and recovery charges must be disclosed where relevant and remain subject to consumer and other mandatory protections.

Email deliverability and third-party acceptance depend on factors beyond a mail server, including sender reputation and recipient filtering. We will perform our agreed configuration and support obligations but cannot guarantee every recipient accepts a message. You must not use the service for spam or deceptive messages.

Where equipment is sold, hired or loaned, the Order identifies ownership, installation, delivery, return and repair responsibilities. Consumer goods rights remain intact. We will not treat ordinary fair wear as customer damage or shift a statutory remedy to the manufacturer where Britixo is responsible as seller.

18. Managed IT, support, backups and recovery

A support agreement identifies supported systems, staffed response hours, ticket-submission availability, priority definitions, response targets, included work, exclusions and escalation routes. These arrangements must be clear before purchase and consistent with our advertising and any binding statements made to you. Where a service offers 24/7 ticket submission, its actual staffed coverage and any immediate-response commitment must be explained separately. This clause does not reduce a 24/7 staffed service or other support commitment that we have promised.

Backup and disaster-recovery services apply only to the systems and data expressly included. The schedule must identify frequency, retention, protected locations, encryption, monitoring, recovery objectives, restoration testing and responsibility for remediation. A recovery point or recovery time is a target unless expressly guaranteed. A backup service is not an indefinite archive.

You should maintain appropriate continuity arrangements for systems outside our agreed protection. We remain responsible for performing backup, security and recovery work we have undertaken; a customer-backup clause does not excuse our failure to do so. Restoration may be constrained by the state of source data and available recovery points, which we will explain.

Service credits apply only under an agreed SLA and its disclosed claim process. They do not automatically replace every remedy for breach, reduce mandatory consumer rights or exclude liability that section 30 or 31 preserves. We will not charge again to correct work for which we are already contractually responsible.

19. Remote access, cybersecurity and authorised activity

Remote administration, device management, testing and security work require authority over the relevant systems and an agreed scope. You must not instruct us to access a system you are not entitled to control. We will use access appropriate to the authorised task, safeguard credentials and follow agreed approval and change-control requirements.

Security assessments are limited to the agreed systems, methods, dates and permissions. We do not carry out intrusive testing of third-party systems merely because they integrate with your service. Findings reflect the evidence available at the time and do not certify that every vulnerability has been eliminated.

Where necessary to contain an imminent security incident, we may take proportionate protective steps within our authority, such as isolating an affected service or revoking compromised access. We will notify you as soon as reasonably practicable, explain the action and work to restore safe operation. Chargeable remediation beyond the agreed scope requires an agreed basis; emergency action is not a blank cheque.

Security is a shared operational responsibility. Each party must take the measures assigned to it, report relevant incidents promptly and cooperate reasonably. No security service guarantees that every attack will be prevented, but this does not reduce our duty to exercise reasonable care or meet an express security commitment.

20. Integrations, messaging, WhatsApp and other suppliers

Third-party services may require their own accounts, licences, approval, permissions, subscriptions or usage charges. Before enabling a chargeable connection, we will identify the material dependencies and who contracts for each component. A catalogue entry marked available on request requires a separate feasibility and scope agreement.

Where you contract directly with a third party, its service is governed by your contract with it; Britixo remains responsible for its own integration work. Where Britixo sells a combined service or appoints a supplier to perform our obligations, we remain responsible as required by our contract and law. We do not transfer all responsibility merely by describing ourselves as an API bridge or reseller.

Messaging users must have lawful authority to contact recipients, provide required notices, honour opt-outs and comply with applicable platform rules. You must not use automation for unlawful bulk messaging, impersonation, harassment or evasion of restrictions. A QR-paired WhatsApp connection and the official WhatsApp Business Platform are different connection methods; the Order must identify the method actually supplied and any material limitations. We do not guarantee platform approval, uninterrupted account access or immunity from a platform's lawful enforcement.

Supplier API changes, deprecations and outages may affect integrations. We will notify you of a material known impact, take reasonable steps within our responsibilities and agree any necessary replacement or chargeable redevelopment. Such an event does not automatically extinguish Britixo's existing obligations or your refund and termination rights.

21. AI features, automation and human review

AI features can produce inaccurate, incomplete, biased or non-unique results. Check outputs against reliable sources and the intended use before relying on them. An AI quotation assistant may help structure a requirement; a contract arises only through section 3. We do not promise that AI output is automatically suitable for legal, financial, medical, safety-critical or regulatory decisions.

Before enabling an AI or automated workflow, the scope must identify the input data, relevant provider dependencies, permitted actions and any required human approval. You remain responsible for decisions you make, subject to our responsibility for the design and operation we have agreed to provide. An AI disclaimer does not exclude liability for our own defective implementation.

Do not submit personal, confidential or third-party information without the necessary authority and an appropriate processing arrangement. Any choice or consent offered for AI processing must be respected. We will not use Customer Data to train a general-purpose model unless a separate, lawful and clearly disclosed arrangement permits it. Provider-specific retention, training and international-transfer conditions must be assessed before the relevant feature is used.

We do not guarantee exclusive ownership or freedom from third-party rights in generated content. We will explain known licence restrictions. Solely automated decisions with legal or similarly significant effects require an appropriate lawful basis, safeguards and any required assessment; these terms do not authorise such processing by themselves.

22. VoIP, calling, telephone numbers and communications

22.1 Contracting responsibility. Where you order and pay Britixo for calls or number services, your contract is with Britixo. We may use upstream telecommunications suppliers and their APIs for network connectivity, number allocation and related functions. Those dependencies do not remove obligations that the contract or law places on Britixo. If a separate direct supplier contract is required, it must be identified before purchase.

22.2 Service information. Before activation, we will identify the enabled calling service, number arrangements, tariff, billing increments, included destinations, limits, minimum term, renewal, cancellation, complaints route and material technical limitations. We will provide any contract information and contract summary required by Ofcom rules. Protected small businesses and not-for-profit customers retain applicable rights; these terms contain no blanket waiver.

22.3 Emergency calls and continuity. Internet calling depends on powered equipment and connectivity. A power cut, broadband outage or device failure may prevent calls, including 999 and 112 calls. Before using a service as a replacement for a main telephone line, the service information must explain emergency access, caller-location arrangements, any limitations when travelling and the continuity solution appropriate to your circumstances. Keep your service address accurate and tell us about changes, reliance on a landline, limited mobile coverage, disability-related needs, telecare, alarms or other dependent equipment. We will meet the emergency-access obligations applicable to the service, including free access where required; these warnings do not waive those obligations.

22.4 Permitted calling. Only use numbers and caller identities you are entitled to use. You must not spoof identity unlawfully, conduct scams, generate prohibited traffic or bypass agreed calling permissions. International, premium-rate and other restricted destinations require the permissions and rates shown for your service. Protect SIP credentials and report suspected fraud immediately. We will investigate disputed usage and allocate responsibility in accordance with the evidence, contract and law, rather than assume every compromised-account charge is yours.

22.5 Numbers and switching. Numbers are allocated rights of use, subject to applicable numbering rules; availability or a requested port date cannot be guaranteed before confirmation. Keep the existing service active until the agreed transfer completes unless instructed otherwise through a verified switching process. We will cooperate with lawful switching and number-porting requests, preserve applicable post-termination porting rights, including the minimum one-month period where required, and provide applicable compensation. We will not impose a prohibited direct porting charge or use an unrelated payment dispute to deny a statutory porting right.

22.6 Changes and termination. Where Ofcom rules require it, you will receive at least one month's notice of a proposed contractual change and a right to leave without additional charges, subject only to the exceptions permitted by those rules. Applicable renewal, notice, switching, service-continuity and prepaid-credit protections take priority over general billing terms.

22.7 Recordings and messaging. If recording, transcription or monitoring is enabled, responsibilities for lawful basis, notices, access, retention and deletion must be agreed. You must inform participants where required. Do not assume every call is recorded or a recording is retained indefinitely. We remain responsible for processing we undertake in our own role.

23. Acceptable use and proportionate enforcement

You must not use the Services to:

• break the law, infringe intellectual property, violate privacy or distribute unlawful content;
• commit fraud, facilitate scams, harass people, send unlawful marketing or impersonate another person;
• introduce malware, conduct unauthorised testing, attack a network or evade security, payment or account restrictions;
• access another customer's data, disclose credentials, intercept communications unlawfully or misuse a telephone number;
• resell access without permission or deliberately consume resources beyond the disclosed plan in a way that materially harms other users.

Automated access, integrations and testing expressly authorised in the Order are permitted within their agreed limits. We may investigate credible abuse reports, preserve relevant evidence and restrict only the affected activity where reasonably sufficient. We will explain the reason and review a challenge, unless doing so would create a security risk or breach a legal restriction. Enforcement follows section 27; it is not an unrestricted right to remove lawful customer content.

24. Privacy, processing roles and Customer Data

Our Privacy Policy explains processing for purposes we determine, such as website enquiries, account administration, billing, security and legal compliance. Our Cookie Policy explains relevant website storage and choices. Accepting commercial terms does not automatically consent to optional cookies, unrelated marketing or every use of personal information.

When Britixo processes personal data on your documented instructions, Schedule A applies and the processing particulars must be completed before that processing starts. Where you are a processor, you must have your controller's authority to appoint us as a subprocessor. Each party remains responsible for its own data-protection duties; your contractual instructions cannot remove ours.

Where an Order specifies UK hosting, this does not mean every communications, payment, support or integration supplier processes data only in the UK. The relevant processing information must identify the actual locations, subprocessors and transfer safeguards. We do not obtain a blanket permission to transfer data anywhere merely through these terms.

You retain your rights in Customer Data. Access, export, retention and deletion follow the Order, Schedule A and applicable law. We may retain limited records needed for legal obligations, security or legal claims, with an appropriate lawful basis and restricted access. We do not retain all service content indefinitely because an account once existed.

25. Confidentiality

Each party must protect information disclosed in confidence or reasonably understood to be confidential, use it only for the contract and disclose it only to people who need it and are subject to appropriate confidentiality obligations. This includes non-public code, business plans, security information, commercial terms and Customer Data.

The obligation does not cover information the recipient can show is lawfully public, already lawfully known, independently developed or lawfully received without restriction. A legally required disclosure is permitted, with advance notice where lawful and practicable and disclosure limited to what is required. Trade secrets remain protected while they are trade secrets; other confidential information remains protected while it retains its confidential character.

26. Service standards and realistic limitations

We will deliver the agreed Services with reasonable care and skill and comply with express specifications and applicable law. Security, uptime, recovery and support commitments are those stated in the Order or an incorporated SLA. No internet-based service can honestly promise that every outage, vulnerability or error will be eliminated.

You must tell us about an intended special purpose, critical dependency or mandatory standard before ordering so that suitability can be assessed and recorded. This does not exclude a legally binding fitness-for-purpose obligation or excuse a limitation we should have disclosed.

For Business Customers, and only to the extent lawful and reasonable, implied terms are excluded where they duplicate or exceed the express commitments in the contract. This does not apply to Consumers, non-excludable duties, or the express reasonable-care-and-skill obligation above. We do not use a general “as is” statement to cancel all meaningful responsibility for a paid service.

27. Suspension, restrictions and restoration

We may suspend an affected service where reasonably necessary to address a material breach, overdue undisputed payment after appropriate notice, a credible security threat, unlawful activity or a binding legal or regulatory requirement. We will normally give notice, reasons and a reasonable opportunity to remedy. Immediate protective action is limited to circumstances where delay would create material harm or a legal breach.

Action must be proportionate in scope and duration. We will consider less disruptive measures, applicable vulnerable-customer safeguards and any communications restrictions on disconnection. Where lawful and safe, we will preserve access needed to export data, resolve the problem or exercise switching rights. We will restore the service promptly when the justified reason for suspension is resolved.

We may charge only sums properly due under the contract. We will not charge a Consumer for unavailable service caused by our breach, impose an undisclosed reconnection fee or use suspension to avoid a refund. A permanent termination must have a separate lawful basis under section 28.

28. Termination for breach and service closure

Either party may terminate an affected Order for a material breach that is capable of remedy if the other party fails to remedy it within 14 days after a written notice explaining the breach and required remedy, or any longer period the law requires. A breach that cannot be remedied may justify immediate termination where proportionate. Consumer rights to terminate sooner or obtain another remedy are unaffected.

For Business Customers, insolvency-related termination is available only to the extent permitted by applicable insolvency law. We will not rely on a prohibited insolvency termination clause. A party may also end an Order under an express termination right in it, subject to mandatory protections.

If we choose to discontinue an ongoing service for convenience, we will give reasonable notice, normally at least 30 days, honour fixed-term commitments or provide an agreed lawful alternative, support an orderly exit and refund unused prepaid amounts for service we will not supply. We will not impose an exit fee because we chose to stop supplying.

Termination does not remove accrued payment obligations, valid refund rights or claims for breach. Provisions intended to survive, including confidentiality, ownership, necessary data-processing obligations, liability and dispute provisions, continue for their relevant purpose.

29. Data export, deletion and transition assistance

Before cancellation or expiry, use available export features and tell us about any migration assistance you need. The Order and processing particulars should identify export formats, retention and deletion periods. We will provide reasonable information about available export methods and agree fees for optional additional migration work in advance.

If no shorter period is required by law or your lawful instructions and no different period was clearly agreed before purchase, our standard exit arrangement is a 30-day opportunity after termination to request export of retained Customer Data. Access may be read-only and subject to proportionate identity and security checks. This does not require us to retain data unlawfully or restore content that was already lawfully deleted under an agreed retention schedule.

After the applicable export period, service content will be deleted in accordance with the agreed processing schedule. Residual backup copies will be isolated from ordinary use and deleted through the documented backup cycle; any legal retention exception must be justified and protected. We will explain applicable periods rather than promise immediate erasure from every backup if that is not technically true.

We will not make compliance with a statutory data right or porting right conditional on paying an unrelated disputed amount. We may charge a reasonable agreed price for optional migration engineering, but not for an action the law requires us to provide without charge. Schedule A controls return and deletion of personal data processed on your instructions.

30. Liability for Business Customers

This section applies only to Business Customers and is subject to applicable communications protections and the requirements of reasonableness under law.

30.1 Liabilities not excluded. Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, liability that cannot lawfully be excluded or limited, or a remedy that applicable law makes mandatory. These terms do not limit a regulator's powers or a data subject's statutory rights.

30.2 Ordinary cap. Subject to 30.1 and 30.3, our aggregate liability arising out of or in connection with an Order, whether in contract, tort (including negligence), breach of statutory duty or otherwise, is limited to the greater of £1,000 and the fees paid or payable under that Order in the 12 months immediately preceding the first event giving rise to the claim. If the Order has existed for less than 12 months, use the fees paid or payable for its first 12 months, or the whole Order if shorter. Claims arising from the same event or a related series of events are treated together. A different cap may be expressly negotiated in the Order.

30.3 Data and confidentiality cap. For our breach of confidentiality or contractual data-protection obligations, the aggregate cap is twice the amount calculated under 30.2. This higher cap replaces the ordinary cap for those claims; it does not exclude a liability preserved by 30.1 or override mandatory transfer safeguards.

30.4 Types of loss. Subject to 30.1 and only where reasonable, we are not liable for indirect or consequential loss or for loss of anticipated profit, anticipated savings, goodwill or business opportunity. This does not exclude reasonable direct costs of restoring or reconstructing data where our breach caused the loss, reasonable costs of obtaining a substitute for a service we failed to provide, or refunds for undelivered service. Those direct claims remain subject to the applicable lawful cap. Data loss is not automatically labelled indirect.

30.5 Fair allocation. Liability is reduced to the extent a loss was caused by the claimant's own breach or failure to take reasonable mitigating steps, where the law permits. We do not obtain immunity for a subcontractor's failure merely because it was outside our direct physical control. A refund of fees for service never supplied is not consumed by the damages cap. No short contractual claim deadline replaces the statutory limitation period.

31. Liability to Consumers

We are responsible for loss or damage you suffer that is a reasonably foreseeable result of our breach of contract or failure to use reasonable care and skill. Loss is foreseeable if it is obvious that it may happen or if both parties knew it might happen when the contract was made. The business liability caps, business loss exclusions and business indemnity in these terms do not apply to you as a Consumer.

We do not exclude liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of your statutory consumer rights, or anything else that cannot lawfully be excluded or limited. Where digital content we supply damages your device or other digital content because we failed to use reasonable care and skill, we will provide the remedy required by law.

You should take reasonable steps to avoid or reduce avoidable loss, including following clear and reasonable security or update instructions. That does not make you responsible for our breach, transfer our promised backup duties to you or remove statutory compensation rights. Any use for a business purpose will be assessed according to the actual circumstances and applicable law, rather than an automatic forfeiture of all consumer protection.

32. Limited Business Customer indemnity

A Business Customer will indemnify Britixo for reasonable, evidenced amounts finally awarded to a third party, or paid under a settlement approved by the customer, arising directly from a claim that materials the customer supplied for use as instructed infringe that third party's intellectual property rights, or that the customer's knowingly unlawful use of the Services caused the claim.

This does not cover loss caused by Britixo's breach, negligence, unauthorised modification, use outside the customer's instructions or combination we selected where that caused the infringement. We must give prompt notice, provide reasonable cooperation and allow the customer reasonable control of the defence. No settlement may impose an admission or non-monetary obligation on Britixo without our reasonable consent. We must mitigate loss and cannot recover twice. This section does not apply to Consumers.

33. Events beyond reasonable control

Neither party is responsible for delay to the extent caused by an event genuinely beyond its reasonable control that it could not reasonably avoid or overcome. The affected party must notify the other promptly, take reasonable steps to reduce the impact and resume performance. Ordinary staffing shortages, lack of funds or a preventable security failure are not automatically excused.

A supplier outage is not automatically such an event: we must consider the resilience and alternative arrangements we agreed to provide. If a material affected service cannot be restored within 30 days, either party may terminate that affected service by notice, with a fair reconciliation and refund of prepaid amounts for services not provided. Mandatory consumer and communications rights, including earlier rights to terminate or compensation where applicable, prevail.

34. Changes to services or these terms

We may propose changes for a legitimate reason, such as a change in law, security requirements, supported technology or supplier arrangements. A website edit alone does not change an existing contract. We will explain a material proposed change, its reason, effective date and any right to reject or cancel, using an appropriate direct notice.

For Consumers, a change must be fair, sufficiently defined and consistent with the contract and law. We will obtain consent where required and provide an appropriate right to end the affected service without an exit charge where a change materially disadvantages you. We cannot reserve a general right to change anything for any reason. Urgent security or legally required changes may need to take effect sooner, with notice as soon as practicable and any rights the law requires.

Business variations require the agreed contractual process. Communications-specific notice and exit rules in section 22 take priority. The version accepted for your Order remains identifiable; no new wording retrospectively removes a claim that has already arisen.

35. Complaints, escalation and independent resolution

Tell us what happened, the affected service, relevant dates and the outcome you seek through our contact page, support desk, telephone or registered office. We will acknowledge a formal complaint within five Business Days, investigate fairly and explain the outcome or the next update. Tell us if you need an accessible format or another reasonable communication adjustment.

You may ask for an internal review if the first response does not resolve the complaint. We will provide any legally required information about an appropriate alternative dispute resolution body and whether we are required or willing to participate. You are not required to give up access to a court, a regulator or a lawful payment dispute process.

For communications customers entitled to Ofcom-regulated complaints handling, the applicable complaints code and approved ADR scheme must be supplied with the service information. Eligible unresolved complaints may be referred to that scheme free of charge after six weeks, or earlier on deadlock where applicable. The name and contact details of the applicable ADR scheme are not yet published here and will be added when confirmed. This does not limit your existing complaints or statutory rights. Upstream supplier involvement does not remove Britixo's own complaints obligations where you contract with Britixo.

You may complain about data protection to the Information Commissioner's Office. Complaining to us first can help resolve an issue, but is not a waiver of your legal rights.

36. Governing law and general provisions

For Business Customers, the contract is governed by the law of England and Wales and the courts of England and Wales have exclusive jurisdiction, subject to mandatory law. For Consumers, the contract is governed by the law of England and Wales without depriving you of mandatory protection in your country of habitual residence. Consumers resident in Scotland or Northern Ireland may bring proceedings in their local courts. Other mandatory jurisdiction rights are preserved.

Neither party may transfer the contract in a way that removes the other's mandatory rights. We may transfer to a suitable successor with notice where permitted, but a Consumer may end an affected service without penalty if the transfer materially reduces their guarantees. A Business Customer may assign with our prior written consent, not to be unreasonably withheld.

If a provision is invalid, the remainder continues so far as it can lawfully operate; an unfair consumer term is not made enforceable simply by this sentence. A delay in enforcing a right is not a permanent waiver. Except where the contract expressly provides otherwise, third parties have no contractual enforcement rights under the Contracts (Rights of Third Parties) Act 1999. Statutory rights are unaffected.

For Business Customers, the accepted Order and incorporated documents form the entire agreement on their subject matter, without excluding fraud or a statement that cannot lawfully be excluded. For Consumers, mandatory pre-contract information and binding statements remain part of the contract. Electronic notices must use the agreed contact routes; a failed delivery does not conclusively establish receipt. Formal court documents must be served as the law requires.

Schedule A. Data-processing terms

A1. Application and particulars. This schedule applies when Britixo processes personal data as processor or subprocessor on your documented instructions. You are the controller or a processor authorised by the controller. The Order or attached processing record must identify: the subject matter and duration; nature and purpose; categories of people and personal data; special-category or criminal-offence data if any; authorised locations; security measures; approved subprocessors; transfer mechanism; and return, deletion and backup-retention periods. An undefined description such as “all data for any purpose” is not sufficient. Do not upload a category we have not agreed to process.

A2. Instructions. We process only on documented lawful instructions, including instructions concerning international transfers, unless UK law requires otherwise. Where EU GDPR applies, the corresponding exception is a requirement of EU or member-state law to which we are subject. We will notify you of the relevant legal requirement before processing unless that law prohibits notice on important grounds of public interest. A foreign supplier demand is not by itself a lawful instruction or transfer mechanism. The contract, Order, agreed settings and authorised support instructions form the documented instructions. If we consider an instruction infringes applicable data-protection law, we will inform you immediately and may pause the affected processing while the issue is resolved.

A3. People and security. We will ensure authorised personnel are subject to confidentiality obligations and have access only as necessary. We will implement appropriate technical and organisational measures under Article 32, taking account of risk, including relevant access controls, authentication, encryption where appropriate, resilience, patching, logging, recovery and testing measures documented for the service. We will not materially reduce agreed protection without a lawful agreed basis.

A4. Subprocessors. The initial subprocessor list, functions and processing locations must be provided before processing begins. You give general authorisation only for subprocessors disclosed through that process. We will give at least 30 days' prior notice of an intended addition or replacement, allowing a reasoned objection on data-protection grounds. We will work to resolve a reasonable objection; if it cannot be resolved, the affected processing must not be transferred to the disputed provider, and either party may end the affected service with a refund of unused prepaid fees. We will impose equivalent data-protection obligations and remain responsible for our subprocessor's performance of those obligations.

A5. International transfers. A restricted transfer requires a lawful mechanism, such as applicable adequacy regulations or appropriate safeguards, together with any required transfer assessment/data protection test and supplementary measures. Where used, the UK IDTA or UK Addendum and relevant EU standard contractual clauses take precedence over conflicting commercial provisions. General acceptance of these terms is not a substitute for those safeguards. We will provide relevant transfer information on request.

A6. Assistance. Taking account of the processing and information available, we will assist you with data-subject requests, security duties, breach assessment, impact assessments and consultation with regulators. If we receive a request concerning data we process for you, we will promptly pass it to you and not respond substantively except on your instructions or as legally required. Reasonable charges for unusual additional assistance must be agreed in advance and cannot obstruct our mandatory duties or charge you for remedying our own breach.

A7. Breaches. We will notify you without undue delay after becoming aware of a personal-data breach affecting data processed for you. We will provide the nature of the incident, affected categories and approximate numbers where known, likely consequences, measures taken or proposed and a contact route, supplying information in stages where necessary. We will cooperate in containment and remediation and preserve relevant evidence. This does not replace either party's own statutory reporting duties.

A8. Information and audits. We will make available information necessary to demonstrate compliance and allow and contribute to audits, including inspections, by you or an auditor you appoint. Reasonable arrangements may protect security, confidentiality and other customers and avoid unnecessary disruption, but must not prevent an effective audit, urgent investigation or regulator access. Reports or independent assurance may satisfy part of a request where adequate; they do not extinguish the statutory audit right.

A9. Return and deletion. At the end of processing, we will, at your choice, return or delete personal data and delete existing copies unless UK law requires retention or, for processing governed by EU GDPR, EU or member-state law requires it. The agreed exit and backup-cycle arrangements must implement that choice within the specified periods. Retained data is protected, used only for the permitted retention purpose and deleted when that basis ends. On request, we will confirm completion, identifying any lawful exception.

A10. Your obligations and other roles. You must ensure a lawful basis, fair notices, lawful instructions, appropriate minimisation and authority to share the data. These duties do not excuse our independent obligations. Where Britixo is an independent controller, its Privacy Policy applies to that activity. Joint control, if it actually arises, requires a separate arrangement allocating responsibilities transparently. The commercial liability provisions do not bind data subjects or regulators or override mandatory processing or transfer safeguards.

Schedule B. Consumer cancellation form

Use this form only if you wish to cancel a contract. You may instead send any clear statement through one of the contact routes in section 1. Using this form is optional.

Send your cancellation before the applicable deadline and keep evidence of sending it. An account reference helps us locate the contract, but is not a mandatory condition where your notice otherwise identifies it.

Schedule C. Information your service agreement must record

Before purchase or activation, the relevant Order and schedules must identify the following where applicable. This list does not turn an unspecified item into an included feature.

• Contract: customer and contracting entity, customer status, service description, accepted terms version and acceptance date.
• Commercial: total or calculable charges, VAT, currency, deposits, billing dates, included usage, excess rates, term, renewal, cancellation and any lawful early-exit calculation.
• Delivery: specification, dependencies, milestones, responsibilities, acceptance criteria and change process.
• Technology: supported environments, resource limits, third-party suppliers, licences, source-code rights and integration method.
• Support and continuity: service hours, response targets, SLA, backups, recovery objectives, maintenance, escalation and exit assistance.
• Data: the processing particulars in Schedule A, security measures, subprocessors, processing locations, transfers and retention.
• Communications: network dependencies, tariffs, number and porting arrangements, emergency access and location, power-cut arrangements, customer support needs, complaints code and actual approved ADR scheme.
• Consumers: required pre-contract information, cancellation information and form, durable confirmation and separate early-start or immediate-download consents where needed.

Schedule D. Related policies and accessible copies

Read these terms alongside the Privacy Policy, Cookie Policy, accessibility information, accepted Order and any expressly incorporated SLA or service schedule. A website privacy notice does not replace Schedule A where a processor contract is required.

Acceptable use, payments, renewals, cancellation, refunds, complaints and service exit are included on this page so that important conditions are not hidden behind multiple links. Separate documents cannot remove the mandatory rights preserved here. Ask us for a readable, downloadable or otherwise accessible copy of the version relevant to your Order.