1. About these terms
These Terms of Service ("Terms") govern the supply of services by SSA Network Limited, a company registered in England and Wales under company number 14797523, registered office 124 City Road, London EC1V 1JH ("SSA Network", "we", "us"), to the business or individual purchasing them ("you", "the Client"). They apply to every quotation, order, subscription and payment, including payments taken by card through our payment provider, Stripe.
Where you have signed a separate master services agreement or statement of work with us, that document takes precedence over these Terms to the extent of any conflict. Use of our website is governed separately by our Website Terms of Use.
Our services are supplied to businesses. If you buy as a consumer, your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 are not affected by anything in these Terms, and section 6.4 applies to you.
2. The services
We provide IT and technology services including AI automation, custom software and CRM development, website and mobile app development, UI/UX design, SEO and digital marketing, cloud and DevOps, system integration and network/IT support ("Services"). The specific Services, deliverables, timescales and price for your engagement are set out in the quotation, proposal, order confirmation or subscription plan you accept ("Order").
3. Quotes, orders and contract formation
3.1 Quotations are valid for 30 days unless stated otherwise and are not binding until accepted.
3.2 A contract is formed when (a) you accept a quotation or proposal in writing (including by email or by clicking "accept" or "pay"), (b) you make payment of a deposit or the first instalment, or (c) we issue an order confirmation — whichever is earliest.
3.3 Any change to the agreed scope must be agreed in writing. We will tell you the effect on price and timescale before proceeding with a change.
4. Fees and payment
4.1 Fees are as stated in the Order. Unless stated otherwise, prices are in pounds sterling and exclude VAT, which is charged at the applicable rate.
4.2 Project work is normally invoiced as a deposit (typically 30–50%) on acceptance, with the balance payable on milestones or on delivery as stated in the Order. Support and managed services are invoiced monthly or annually in advance. Time-and-materials work is invoiced monthly in arrears against timesheets.
4.3 Payment is due within 14 days of the invoice date unless the Order states otherwise. We accept bank transfer and card payments. Card payments are processed by Stripe Payments Europe Ltd; we do not see or store your full card details. By paying by card you authorise Stripe to charge the amount shown.
4.4 Late payment: we may charge interest at 4% a year above the Bank of England base rate from the due date until payment, plus the fixed sum and reasonable recovery costs permitted by the Late Payment of Commercial Debts (Interest) Act 1998. We may suspend Services while any undisputed invoice is more than 14 days overdue.
4.5 If you dispute an invoice, tell us in writing within 7 days of the invoice date, with reasons; you must still pay the undisputed part on time.
5. Subscriptions and recurring payments
5.1 Support plans, hosting, licences and other recurring Services ("Subscriptions") renew automatically at the end of each billing period (monthly or annually as stated) until cancelled.
5.2 Where you pay a Subscription by card, you authorise us (via Stripe) to charge your card for each renewal at the then-current price. We will give at least 30 days' written notice of any price change before it takes effect.
5.3 If a renewal payment fails we will retry and notify you. If payment is not received within 14 days we may suspend and then terminate the Subscription.
6. Cancellation
6.1 Subscriptions: you may cancel at any time by giving written notice to support@ssanetwork.co.uk or through the client portal. Cancellation takes effect at the end of the current billing period; you will not be charged again after that. Fees already paid for the current period are not refundable unless section 7 applies.
6.2 Fixed-price projects: either party may terminate on 14 days' written notice. You will pay for work completed up to the termination date (pro rata against milestones or at our standard hourly rates, whichever is stated in the Order) plus any third-party costs we have committed to on your behalf. Deposits cover work already started and are non-refundable once work has begun, except as set out in section 7.
6.3 Time-and-materials engagements: either party may end the engagement on 7 days' written notice; you pay for hours worked to the end date.
6.4 Consumers: if you are a consumer you have a 14-day cooling-off period from the date the contract is formed, during which you may cancel for any reason and receive a full refund, less a proportionate charge for any Services you asked us to begin during that period. To cancel, email us with your name, order details and a clear statement that you wish to cancel.
7. Refunds
7.1 We will refund payments in full where (a) we are unable to begin the Services, (b) we cancel the Order for reasons other than your breach, or (c) a payment was taken in error or duplicated.
7.2 If a deliverable does not materially conform to the agreed Order and we are unable to fix it within a reasonable time after you notify us, you may reject that deliverable and we will refund the fees paid for it.
7.3 Otherwise, because our Services are bespoke and resources are committed as soon as work starts, fees paid for work performed, Subscription periods already started, domain names, licences, hosting and other third-party costs are not refundable.
7.4 Refunds are made to the original payment method within 10 working days of our agreeing them. Card refunds appear on your statement according to your card issuer's timescales. Please contact us before raising a chargeback; we will work with you to resolve any issue.
8. Your responsibilities
You will: provide timely information, content, access, approvals and decisions that we reasonably need; ensure you have the rights to any material you give us; keep your own backups unless backup is part of the Services; comply with applicable law in your use of the Services; and keep login details for the client portal and any systems we provide secure. Delays caused by late input from you may extend timescales and, where significant, incur additional cost.
9. Delivery and acceptance
Timescales are estimates given in good faith; time is not of the essence unless the Order says so. When we deliver a milestone or deliverable you have 10 working days to test it and report any material non-conformity in writing. If you do not, or if you put the deliverable into live use, it is deemed accepted. We will correct reported defects that are our responsibility at no charge.
10. Support and service levels
Support hours are Monday to Friday, 9 AM – 5 PM UK time, excluding bank holidays, unless your plan states otherwise. Response and resolution targets, if any, are those in your support plan. Support covers the systems named in the Order; work on other systems, feature requests and third-party faults are chargeable. Out-of-hours support is available by arrangement at the rates in your Order.
11. Intellectual property
11.1 On payment in full, you own the intellectual property in bespoke deliverables created specifically for you (code, designs, content), excluding our pre-existing materials, tools, frameworks and know-how, which we licence to you on a non-exclusive, perpetual, royalty-free basis for use as part of the deliverables.
11.2 Third-party and open-source components are licensed on their own terms. Until paid in full, all deliverables remain our property and are licensed to you for evaluation only.
11.3 We may refer to you as a client and describe the work in general terms for marketing unless you tell us in writing not to.
12. Data protection and confidentiality
Each party will comply with UK GDPR and the Data Protection Act 2018. Where we process personal data on your behalf (for example in a CRM, helpdesk or automation we run for you) we act as processor on your written instructions, and our standard data processing terms apply; a copy is available on request. Both parties will keep the other's confidential information secret and use it only for the purposes of the engagement, for the term of the contract and five years after. Our Privacy Notice explains how we handle personal data as controller.
13. AI services
Some Services use artificial intelligence (including large language models from third-party providers such as Anthropic). AI output can contain errors and should be reviewed by you before being relied on for decisions with legal, financial, safety or regulatory consequences. We will tell you which third-party AI providers are used in your solution and will not use your data to train models without your written agreement. You remain responsible for how AI-generated output is used in your business.
14. Warranties
We warrant that the Services will be performed with reasonable skill and care and that deliverables will materially conform to the Order for 30 days after acceptance. All other warranties, conditions and terms implied by law are excluded to the extent permitted. We do not warrant that software will be error-free, that specific search rankings, traffic or sales will be achieved, or that third-party platforms will remain available or unchanged.
15. Limitation of liability
15.1 Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or anything that cannot lawfully be limited.
15.2 Subject to 15.1, we are not liable for loss of profit, revenue, business, goodwill, data, or for indirect or consequential loss.
15.3 Subject to 15.1 and 15.2, our total liability arising out of or in connection with an Order, whether in contract, tort (including negligence) or otherwise, is limited to the fees paid by you under that Order in the 12 months before the claim arose.
16. Term and termination
These Terms apply for as long as any Order or Subscription is in force. Either party may terminate immediately on written notice if the other commits a material breach not remedied within 14 days of notice, or becomes insolvent. On termination you must pay all sums due for Services performed; we will return or delete your data in accordance with section 12 and provide reasonable handover assistance at our standard rates.
17. General
Neither party is liable for delay caused by events beyond its reasonable control. These Terms, together with the Order, are the entire agreement. If any provision is unenforceable the rest remains in force. You may not assign the contract without our consent; we may subcontract parts of the Services but remain responsible for them. Notices must be in writing by email to the addresses in the Order or in section 19. No third party has rights under the Contracts (Rights of Third Parties) Act 1999. We may update these Terms; the version in force when an Order is accepted applies to that Order, and changes to Subscription terms take effect from the next renewal after 30 days' notice.
18. Governing law and disputes
These Terms are governed by the law of England and Wales. The parties will first try to resolve any dispute by discussion between senior representatives within 20 working days; if that fails, the courts of England and Wales have exclusive jurisdiction. Consumers resident in Scotland or Northern Ireland may also bring proceedings in their local courts.
19. Contact
SSA Network Limited · 124 City Road, London EC1V 1JH · support@ssanetwork.co.uk · 0333 339 1125. Company No. 14797523. VAT No.: [add VAT number].