Terms & Conditions – hardware, software, third-party services & domains

1.1–1.4 Key terms

1. “Net Platforms” means Net Platforms Ltd, the supplier providing Products and related services.
2. “Client” means the organisation or person purchasing Products from Net Platforms.
3. “Products” means all hardware, software, licences, subscriptions, domain services and related materials supplied by Net Platforms.
4. “Third-party services” means any service, subscription, hosted platform, connectivity, licensing, maintenance, warranty extension, cloud service or other service procured from an external supplier on behalf of the Client.

2.1 Quote validity

Unless stated otherwise, quotations are valid for 30 days from the date issued.

2.2 Order acceptance

An order is only accepted when confirmed by Net Platforms in writing (including email), or when Net Platforms issues an invoice/acknowledgement confirming supply.

2.3 Pricing changes prior to acceptance

Prices may change before order acceptance due to supplier pricing, stock availability, specification changes, or currency fluctuations. Where this occurs, Net Platforms will notify the Client and provide an updated price for approval before proceeding.

3.1 Procurement on behalf of the Client

Where requested by the Client, Net Platforms may procure third-party services on the Client’s behalf (for example: cloud subscriptions, connectivity, hosting, licensing, maintenance contracts, extended warranties, or other managed services). These purchases may be placed using Net Platforms’ supplier accounts to simplify procurement and support.

3.2 Supplier terms and minimum commitments

Third-party services may be subject to supplier terms, minimum periods, notice requirements, early termination fees, usage commitments, or other contractual conditions (“Supplier Terms”).

Net Platforms will highlight material Supplier Terms (including any minimum term or cancellation notice) at the time of request/approval, before committing the purchase where reasonably possible.

3.3 Client liability for early cancellation / cease of service

If the Client requests cancellation, reduction, non-renewal, or otherwise ceases to use a third-party service before the applicable supplier minimum term has lapsed (or without meeting the supplier’s notice requirements), the Client remains liable for any charges, early termination fees, unpaid minimum commitments, or other costs imposed by the supplier.

Where Net Platforms is billed by the supplier due to the Client’s early cancellation or failure to provide notice, Net Platforms may invoice the Client for those amounts (including any reasonable administration costs where applicable).

3.4 Supplier performance and service availability

Third-party services are provided by external suppliers. Net Platforms is not responsible for supplier outages, service defects, changes to supplier functionality, or supplier decisions (including acceptance/rejection of cancellations), except where caused directly by Net Platforms’ negligence in placing or managing the order.

4.1 Delivery dates are estimates

Any delivery dates or lead times provided are estimates only. They may vary due to supplier stock, courier performance, shipping constraints, or other logistical factors.

4.2 Delays outside our control

Net Platforms is not liable for delays caused by suppliers, manufacturers, couriers, or events outside our reasonable control.

4.3 Risk transfers on delivery

Risk in the Products transfers to the Client upon delivery to the delivery address (including where goods are shipped directly from a supplier to the Client).

5.1 Inspection on receipt

The Client must inspect all Products promptly upon delivery.

5.2 Reporting issues within 14 days

Any discrepancy, damage, shortage, or incorrect item must be reported to Net Platforms in writing within 14 calendar days of delivery. Supporting photos and packaging details may be required to validate a claim with the supplier/manufacturer.

5.3 Deemed acceptance after 14 days

If Net Platforms is not notified within the 14-day window, the Products will be treated as accepted as delivered, and no claim for discrepancy can be made afterwards (subject to any non-excludable statutory rights).

6.1 Returns subject to supplier policy

Returns are subject to the relevant supplier/manufacturer return policy and approval (including any RMA process). Restocking, handling, or return-shipping charges may apply and will be the Client’s responsibility unless the Product is confirmed faulty/incorrect by the supplier.

6.2 Non-returnable items

Software licences, digital products, activation keys, subscriptions, and opened hardware are generally non-refundable unless confirmed defective or supplied incorrectly.

6.3 Special-order/custom items

Special-order, customised, configured, or made-to-order items cannot be cancelled once the order has been placed with the supplier/manufacturer.

7.1 Manufacturer warranty only

Hardware and software are covered by the manufacturer’s standard warranty (where offered) and any related terms provided by the manufacturer.

7.2 No additional warranties unless agreed

Net Platforms does not provide additional warranties unless explicitly agreed in writing (for example, a separate support contract or extended warranty product).

7.3 Warranty claim process

Warranty claims will be handled in accordance with the manufacturer’s procedures. Net Platforms may assist with administration where reasonable, but final warranty decisions sit with the manufacturer/supplier.

8.1 Client responsibility

The Client is responsible for ensuring compliance with all applicable software licensing terms, usage limits, and renewal requirements for any purchased software.

8.2 Misuse and unauthorised duplication

Net Platforms is not liable for non-compliance arising from improper installation, configuration changes, misuse, or unauthorised duplication by the Client or third parties under the Client’s control.

9.1 Payment terms

Payment is due in accordance with the terms shown on the invoice, quote, or agreement. Where no terms are stated, payment is due upon receipt of invoice.

9.2 Late payment

Overdue accounts may result in suspension of further deliveries, licence provisioning, renewals, or related services until the account is brought up to date. Net Platforms reserves the right to recover reasonable costs of collection and may charge statutory interest where applicable.

9.3 Retention of title

Ownership (title) of hardware Products remains with Net Platforms until full payment has been received in cleared funds. This does not affect the transfer of risk as described in Section 4.3.

10.1–10.4 Referral eligibility and payment

1. The referred business must have more than 10 contracted employees.
2. The referred business must agree to a 12-month support agreement with Net Platforms.
3. The referral payment (if agreed) is payable once the referred business has made its first monthly payment under the 12-month term.
4. Net Platforms reserves the right to amend or withdraw the referral fee/offer at any time. Any confirmed referrals already introduced will follow the terms agreed at the time of introduction (unless otherwise stated in writing).

11.1 Automatic renewal

All domain names registered or managed by Net Platforms are set to automatically renew prior to their expiry date to help prevent service interruption, loss of ownership, or third-party registration.

By purchasing, registering, or transferring a domain to Net Platforms, the Client authorises automatic renewal and the associated renewal charges unless cancellation is requested in accordance with Section 11.2.

11.2 Cancellation responsibility (30-day notice)

It is the Client’s responsibility to review and monitor their domain portfolio. If the Client no longer requires a domain, they must submit a cancellation request in writing (email is acceptable) at least 30 days prior to the renewal date.

If cancellation notice is not received within this timeframe, the domain will renew automatically and the renewal fee becomes payable.

11.3 Billing & liability

Renewal invoices are payable in accordance with the Client’s standard billing terms.

Domains renewed due to lack of cancellation notice are non-refundable, as renewal fees are committed to the domain registry once processed.

Net Platforms is not responsible for identifying unused, duplicate, or unnecessary domains held by the Client.

11.4 Domain protection rationale

Automatic renewal is implemented as a protective measure to reduce the risk of accidental domain loss, website downtime, and email disruption. The Client acknowledges that allowing domains to expire can lead to permanent loss, and agrees that maintaining or cancelling domains remains their responsibility.

12.1 Application of this section

This section applies where Net Platforms provides a Managed Firewall under a Hardware-as-a-Service (“HaaS”) arrangement. These terms apply in addition to the general Terms & Conditions on this page. Where there is any conflict between this section and the general Terms & Conditions, this section will take precedence in relation to the HaaS service.

12.2 Definitions

For the purposes of this section only:

1. “Provider” means Net Platforms Ltd.
2. “Customer” means the Client receiving the HaaS service.
3. “Equipment” means the Managed Firewall appliance supplied under the HaaS agreement.
4. “Services” means the hardware provision, security subscriptions, support, monitoring, maintenance and related managed services supplied by Net Platforms.
5. “Term” means the fixed service period of 36 months from the service commencement date, unless otherwise agreed in writing.

12.3 Scope of services

As part of the HaaS offering, Net Platforms will provide the following:

1. Hardware provision
   Supply and installation of a Managed Firewall appliance. The Equipment remains the property of Net Platforms at all times unless otherwise agreed in writing.
2. Licensing and subscriptions
   Provision of the required security subscriptions for the duration of the agreement, which may include Gateway Anti-Virus, Intrusion Prevention, Content Filtering, Capture ATP, and any other agreed services.
3. Monitoring and management
   24/7 monitoring of firewall availability, performance and relevant security events, together with alerting, incident response, firmware updates and patch management as reasonably required.
4. Support
   24/7 remote technical support, troubleshooting, issue resolution, and escalation to the vendor where required.

12.4 Term and renewal

The HaaS agreement runs for a fixed period of 36 months from the service commencement date, unless otherwise stated in the Service Order or agreement.

Any renewal or extension must be agreed in writing by both parties, ideally no later than 60 days prior to the end of the current term.

12.5 Fees and payment

The Customer agrees to pay the recurring monthly or annual fees set out in the relevant Service Order, proposal, or agreement.

These fees may include hardware usage, licensing, subscriptions, monitoring, support, and associated service delivery costs.

Late payment may result in suspension of some or all Services, without prejudice to any other rights available to Net Platforms.

12.6 Ownership and permitted use

The Equipment remains the sole property of Net Platforms throughout the Term.

The Customer must:

1. use the Equipment only for lawful business purposes;
2. not sell, assign, tamper with, relocate, modify, or interfere with the Equipment without prior written consent from Net Platforms;
3. keep the Equipment in a suitable operating environment, including appropriate power, connectivity, ventilation and physical security.

12.7 Installation and access

Net Platforms will install and configure the firewall as agreed.

The Customer must provide all necessary access, network details, permissions, and reasonable cooperation required for installation, support, monitoring, maintenance, replacement, and service continuity.

Ongoing remote or on-site access may be required for management, monitoring, patching, fault resolution, and security response activities.

12.8 Service levels

Unless otherwise agreed in writing, the service targets for the HaaS offering are as follows:

1. Monitoring: 24/7/365
2. Critical issues: target response within 1 hour
3. High priority issues: target response within 4 hours

Planned maintenance will be communicated in advance where reasonably practicable.

These are service targets rather than guaranteed fix times, unless expressly stated otherwise in a separate SLA.

12.9 Customer responsibilities

The Customer agrees to:

1. maintain reliable internet connectivity and a suitable network environment;
2. promptly notify Net Platforms of any relevant network, infrastructure, ISP, or site changes;
3. not disable, obstruct, or interfere with monitoring, alerting, logging, or management systems;
4. ensure the physical security of the Equipment at all times.

12.10 Security and data protection

Net Platforms will take reasonable technical and organisational measures to protect Customer data and service-related information processed in connection with the HaaS service.

Monitoring, telemetry, and operational data may be collected and processed for security, support, reporting, compliance, and service delivery purposes.

Both parties agree to comply with applicable data protection legislation, including the UK GDPR and Data Protection Act 2018 where applicable.

12.11 Faults and replacement

In the event of hardware failure, Net Platforms will use commercially reasonable efforts to repair or replace the Equipment within a reasonable timeframe.

Replacement equipment may be new, refurbished, or an equivalent replacement model.

Temporary service interruption may occur during fault diagnosis, replacement, reconfiguration, or vendor escalation.

12.12 Termination

Customer early termination

If the Customer terminates the HaaS agreement before the end of the Term, Net Platforms may charge early termination fees equal to the remaining contract value, together with any third-party costs, recovery costs, or unrecovered licensing/subscription commitments, unless otherwise agreed in writing.

Termination by Net Platforms

Net Platforms may suspend or terminate the HaaS agreement if the Customer fails to make payment when due, materially breaches these Terms, interferes with the Equipment or Services, or otherwise prevents the service from being delivered or supported properly.

12.13 End of term

Upon expiry or termination of the HaaS agreement:

1. the Customer must allow decommissioning and return the Equipment within 14 days, unless otherwise agreed in writing;
2. Net Platforms may remotely disable licences, monitoring, support, and related services;
3. failure to return Equipment in good condition, allowing for fair wear and tear, may result in additional charges.

12.14 Liability

Net Platforms shall not be liable for any indirect, consequential, or incidental loss arising from the HaaS service, including loss of business, revenue, profits, contracts, goodwill, or data.

Subject to any liability which cannot legally be excluded or limited, Net Platforms’ total liability under this HaaS section shall be limited to the fees paid by the Customer for the HaaS service during the 12 months immediately preceding the event giving rise to the claim.

12.15 Force majeure

Neither party shall be liable for any delay or failure to perform its obligations where caused by events beyond its reasonable control, including natural disasters, widespread outages, cyberattacks, supplier failure, strikes, civil unrest, or telecommunications disruption.

12.16 Confidentiality

Each party agrees to keep confidential information received from the other party secure and not disclose it to third parties except where required for lawful service delivery, compliance, professional advice, or by law.

12.17 Governing law and entire agreement

This HaaS section shall be governed by and interpreted in accordance with the same governing law stated in these Terms & Conditions, unless expressly agreed otherwise in writing.

Together with the applicable Service Order, proposal, and the wider Terms & Conditions, this section forms the full agreement for the HaaS service and supersedes any prior discussions or understandings relating to it.

13.1 Exclusion of indirect loss

To the maximum extent permitted by law, Net Platforms is not liable for any indirect, consequential, or incidental loss (including loss of profit, revenue, business, goodwill, anticipated savings, or data) arising from Product faults, delays, outages, or failures.

13.2 Liability cap

Net Platforms’ total aggregate liability relating to any Product(s) supplied is limited to the amount paid by the Client for the relevant Product(s) giving rise to the claim.

13.3 Non-excludable liability

Nothing in these Terms limits or excludes liability that cannot be limited or excluded by law (including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation).

14.1 Jurisdiction

Unless stated otherwise in the applicable service agreement or invoice, these Terms are governed by the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction.