Our Company

Services provided under these Terms of Service are provided by GROUP IT LTD, whose registered office is Logo House, 714 Attercliffe Road, Sheffield, S9 3RP, UK with registration number 4360252. Tel: +44 114 2434595, Fax: +44 114 2426636, Email: support[ @at ]group-it.co.uk. Online: Contact form

Server use

GROUP IT LTD reserves the right to refuse service and/or access to its servers and/or services to anyone.

Support

We always endeavour to provide a continuous high quality service. If you experience problems with your service, you should consult our support team via the online contact form, via email or call our support line during office hours. We aim to respond to all support and customer service queries within 5 business days.
Please note we may require suspension of some of our services for short scheduled periods to carry out maintenance or repair to our services.

Payment policies

All accounts are set up on individual basis and are on a direct Business to Business relationship. GROUP IT LTD reserves the right to change prices of accounts or services at any time, although this will normally only be due reasonable circumstances such as suppliers changes in pricing to us, causing increased running costs. Payment is due every billing period anniversary as outlined in your contract schedule, from the date the service was established. Customers will be invoiced again unless notification of cancellation is given prior to the end of the contract period. In situations where payment is declined, GROUP IT LTD reserves the right to suspend all services until the outstanding debt is cleared. Any non-payment of an invoice may be subject to late payment at 5% of any overdue invoice. The customer is responsible for all monies owed on the account from the time it was established to the time that the customer sends a cancellation request to our support team, or via written letter to our registered office. Services that are unpaid past the due date will be suspended and terminated. All data will be removed from our servers and we hold no liability to any losses incurred due to non-payment. We reserve the right to hand over any unpaid accounts to one or more, of our appointed debt collection agencies, and collect 10% interest on any amount owed. Our collection agencies may also levy a further fee added to the total debt for costs incurred in collecting the debt. You are required to have a valid contact details registered with us at all times, failure to do so may result in suspension of your account. No bills or invoices will be sent by postal mail. All invoices will be sent directly to customers via email. Requests to alter a billing cycle must be received before an invoice is generated for the next billing cycle. All payment is in GBP Sterling. Pricing is as per your individual contract terms, and is subject to the changes outlined prior in these terms, and in your individual contracts.

Your personal details

Please note that whilst your email is primarily used for billing purposes, GROUP IT LTD reserves the right to email you information about enhancements to our systems and important information, such as maintenance outages. You must ensure that valid contact details, including your address and phone number remain valid at all times. We reserve the right to suspend a service if details are incorrect, although this may also cause us to be unable to contact you in regards to many important things such a domain renewals, and services may be suspended due to that, so it is in your best interest for us to have your correct contact details at all times. We will not provide any of your personal information to other companies or individuals without your permission. However, we may need to provide your name and delivery address to third parties that GROUP IT LTD may use for the purposes of delivering specific services to you (e.g. equipment). We may provide your details to law enforcement agencies or other regulatory authorities if a verified lawful demand is received from a lawful authority, regulatory authority or court to disclose any confidential information, or if your account is found to be being used for unlawful purposes.

Payment options

  • Credit / Debit Cards: GROUP IT LTD accepts some credit card payments for smaller invoices, but our main preferred payment method is via BACS.
  • Cheque Payment: GROUP IT LTD cannot guarantee that a service will be provided until after any received cheques have been cleared.
  • Bank Transfer / BACS: GROUP IT LTD cannot guarantee that a service will be provided until after payment is received.
  • Payment Offline: GROUP IT LTD cannot guarantee that a service will be provided until after payment is received.

    Setup times

    Services are setup as per the service schedule of your individual Business to Business contract.

    Cancellation and refunds

    GROUP IT LTD reserves the right to cancel the service at any time. In this event customers will be entitled to a prorata refund based upon the remaining period of the contract, and dependant on the type of services provided within the contract. If a customer contravenes the terms of service a refund will not be issued in the event of a cancellation. Domain names, once fully registered cannot be refunded or cancelled at any point in time, for any reason. .UK domains are protected under the 7 days cooling off period distance selling regulation and must be cancelled within that time if they are not required, and we must be given reasonable notice to cancel a domain if it is not required, however international domains are not protected and are registered immediately for the chosen term requested. If auto renewal has been enabled, then domains that are no longer required must have auto renewal disabled at least 15 days prior to the renewal date to prevent invoice generation. After this time and once an invoice has been generated, please contact our support team to arrange manual cancellation. Customers may cancel their account at any time by giving 30 days notice to GROUP IT LTD. Fees charged on a prepay basis are non-refundable. Once any initial guarantee period has expired customers are not entitled to receive a refund unless the service is cancelled by GROUP IT LTD. In addition some accounts incur set-up fees, these charges are also non-refundable. Relevant domain fees as outlined in your individual contract schedules, may be levied on certain transfers away from GROUP IT LTD where our assistance is required. Accounts must be up to date for any transfers to be processed. When a refund is due, these are processed within 30 days. All postage costs are to be met by the customer including dispatch and return. We advise that tracking postage is sent insured in case of a damage or loss. Devices should be returned in adequate packaging and remain the customers responsibility until received in working order by GROUP IT LTD Non-return, or damage to equipment when requested by GROUP IT LTD will be subject a relative cost fee to the cost of the equipment being charged.

    Charge backs

    Any customer reversing payments via bank, credit card (a "chargeback") may be subject to a punitive fee of 50, should the company deem this charge back to be unfair. The company also reserves its right to defend such charge backs and recover the original monies from the user.

    Indemnification

    Customer agrees that it shall defend, indemnify, save and hold GROUP IT LTD harmless from any and all demands, liabilities, losses, costs and claims, including reasonable attorney.s fees asserted against GROUP IT LTD, its agents, its customers, officers and employees, that may arise or result from any service provided or performed or agreed to be performed or any product sold by customer, its agents, employees or assigns. Customer agrees to defend, indemnify and hold harmless GROUP IT LTD against liabilities arising out of; (1) any injury to person or property caused by any products sold or otherwise distributed in connection with GROUP IT LTD services; (2) any material supplied by customer infringing or allegedly infringing on the proprietary rights of a third party; (3) copyright infringement and (4) any defective products sold to customer from GROUP IT LTD servers.

    Abuse

    While using any of our services you must comply with the relevant laws that apply in the United Kingdom, which includes, but is not limited to,

  • Publishing, distributing or propagating any material that is threatening, discriminatory, racist, invasive of privacy, obscene, indecent, offensive, defamatory, abusive, harmful, malicious or that is considered to be illegal.
  • Infringe the legal rights of others, including, but not limited to, intellectual property and privacy rights.

    Group IT LTD is not responsible for the content of its' customers webspace or email, or of any communications and therefore cannot guarantee that all of these are free of illegal material or other content considered unacceptable by others. We are required however to disclose information to Law Enforcement Agencies and Public Authorities that are legally entitled to obtain such information under the Regulation of Investigatory Powers Act (RIPA) and also via verified court orders. If GROUP IT LTD also discovers serious instances of abuse then it may remove / suspend access to services and notify the relevant authorities directly. If you yourself are aware of any instance of abuse then this may be reported to us via the online contact form or our support [ @at ] group-it.co.uk email address, and we will aim to respond within 5 business / working days to this.
    You must take all reasonable steps to preserve the integrity of our services. In the event that we discover, or are informed, that any equipment or software which you use with our services has been compromised and / or is causing disruption of services, we reserve the right to request that you cease use of such equipment or software immediately and also remove / suspend any services or malicious hosted software therein.

    Complaints

    We strive to provide the best service and support, including ensuring a reliable and dependable service. Occasionally we may fall short of the high standard we want to deliver to all customers and in such situations we want to know so that we can learn and improve our policies or procedures. In the event you wish to make a complaint, we will attempt to resolve this as quickly and smoothly as possible. We are happy to accept these in writing via email or the online contact form noted for the attention of the complaints team or via post to our registered office. Please ensure that you include full information for your complaint and what you would like us to do to put the situation right. For complaints via post, please also include your name, address and registered email address. On receipt of your complaint, we will acknowledge this within 5 working days and this will be via email or phone call. We aim to investigate and resolve all complaints within 1 week from receipt of the complaint but should further time be required, we will advise you of this and provide an estimated date of when we should be able to provide a outcome or explanation. If you are unhappy with the outcome or explanation, we will be happy to escalate the complaint for further review by our Managing Director within 1 week from escalation. We are committed to resolving any complaints received.

    Distance Selling Regulation

    We do provide third party payment services to some of our customers, and if you have taken services from them then please contact their support teams in the first instance. You are however also protected by the distance selling regulations as outlined at https://www.gov.uk/online-and-distance-selling-for-businesses/overview, and we will endeavour to help with any query you may have if the third party response to you is unsuitable.

    Domains

    We register domains under our agreed terms with you on your individual contract agreements, however your rights are also protected via those individual registrars that we use to supply the registration service, and you are also bound by their terms of service as well, and our chosen suppliers and links to their terms are listed below, where in the context of those terms you are the Registrant.

    .uk domains

  • Registrant terms: www.nominet.org.uk/nominet-terms
  • Domain dispute policy: http://www.nominet.org.uk/disputes/resolving-domain-disputes
  • Further information can be found at www.nominet.org.uk

    non .uk domains

    Our preferred suppliers for these are BulkRegister and BlueRazor and their individual terms of service can be found at

  • BulkRegister
  • GoDaddy

    If your contact details change then they will need to be updated on all registered domains as well, so please contact our support team to do this for you.

    Domain Renewals

    For .uk domain renewals, if a request to renew your domain is not received before the expiry date, then your domain name will be suspended 30 days after the expiry date along with all related services (such as your website and email). At 90 days after the expiry date your domain registration will be cancelled and the domain will become available for registration by any other party. If you do choose to renew your domain, then you may cancel the renewal request up to the point at which an invoice is generated by our registrar, which is usually on the 7th day of the month. Once a registrar invoice is generated then the renewal is final and binding. For all renewals, you are also bound by the registrar Terms and Conditions of registration as found here.

    For non .uk domains, renewal terms are different for various extensions (.org .net .com etc) and so please contact our support team via the online contact form where we will be able to advise you accordingly regarding your individual domain.

    Domain Transfers

    Inbound domain transfers

  • .uk - these are free and require the IPSTAG to be changed to GROUPIT if you wish us to renew your domain for you. For hosting only, we will advise you according to your individual needs.

  • International domains - these have differing individual requirements, and you should contact our support team, who will be able to advise you further, if you require to transfer your domain to us. Some domains will require one years registration payment, as this is required by our suppliers, if you wish us to take full control of and continue to renew your domain for you. Our support team will advise on the individual costs to you. For hosting only, we will advise you according to your individual needs.

    Outbound transfers

  • .uk - these are free. If a change of IPSTAG is required then we will need to be advised of the IPSTAG of your new registrar. Please note that some registrars have to accept your request to transfer to them, and so the changes may be subject to their time schedules in accepting your transfer to them. Any outstanding fees for registrations or renewals will be added to your payment schedule, or can be individually paid for in order to clear the debt immediately.

  • International domains - these have differing individual requirements, and you should contact our support team, who will be able to advise you further, if you require to transfer your domain away from us.

    Matters beyond reasonable control / Force Majure

    If the customer or GROUP IT LTD is prevented, delayed or hindered from performing any obligation under the contract schedule because of something beyond its reasonable control including: an act of God, natural disaster, lightning, flood, subsidence, earthquake, weather conditions, epidemic, pandemic, fire, explosion, war, civil disorder, acts of terrorism, something beyond the reasonable control of its suppliers, industrial disputes, acts or omissions of local or central government or other competent authorities, or acts or omissions of parties for whom the customer or GROUP IT LTD is not responsible, change of law or any other cause whether similar or dissimilar that is outside its reasonable control, then it will have no liability to the other for any resulting failure, delay, defect or omission in performing its obligations under the contract. GROUP IT LTD will not be liable for failure to or delay in supplying the service if: a) another supplier delays or refuses the supply of a service to GROUP IT LTD and no alternative service is available at reasonable cost; or b) legal or regulatory restrictions are imposed that prevent GROUP IT LTD from supplying the service.

    Disclaimer

    All contracts are governed by the law of England and Wales and is subject to the non-exclusive jurisdiction of the English courts. GROUP IT LTD will not be responsible for any damages or losses you may suffer. GROUP IT LTD makes no warranties of any kind, expressed or implied for services we provide. GROUP IT LTD does not back up your data, but we do make system backups from time to time, and whilst every attempt would be made in the unlikely event of any corruption or hardware failure, GROUP IT LTD cannot guarantee to be able to replace all data. GROUP IT LTD expects all customers to maintain their own backup routine. GROUP IT LTD disclaims any warranty or merchantability or fitness for a particular purpose. This includes loss of data resulting from delays, non-deliveries, wrong delivery, and any and all service interruptions caused by GROUP IT LTD and its employees. GROUP IT LTD reserves the right to revise its policies at any time.

    GROUP IT LTD - E & OE