Terms & Conditions

(1) TERMINOLOGY

(1.1) Project - any work undertaken by Sprint Online for the client.

(1.2) Client (“you”) – the person, business or organisation that is using any services provided by Sprint Online.

(1.3) Supplier (“we”, “us” and “our”) – Sprint Online

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(2) TERMS OF SALE

(2.1) These Terms and Conditions will act as, or part of the contract, between the Client and Sprint Online unless otherwise agreed in writing, along with the proposal and the Terms and Conditions of the relevant service(s).

(2.2) By agreeing to the proposal, you are accepting these Terms and Conditions.

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(3) QUOTATION

(3.1) Sprint Online reserves the right to withdraw, cancel or amend a quotation if it has not been accepted by the client within 14 days from the date of quotation.

(3.2) The quotation is only valid for 14 days from the date of quotation.

(3.3) Both Parties hold the right to cancel a project for any reason prior to the Client accepting or rejecting a quote.

(3.4) If there are any further requirements to what is set out in the Quotation/Proposal, Sprint Online reserves the right to create an addition quotation to cover for those requirements.

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(4) OFFICE HOURS

(4.1) Our Standard Office Hours are Monday to Friday, 9:00AM to 5:00PM, and closed on Saturday, Sunday and Bank Holidays.

(4.2) Our Extended Business Hours are Monday to Friday, 8:00AM to 9:00PM, Saturday and Bank Holidays (except Christmas Eve, Christmas Day, New Year’s Eve and New Year’s Day), 9:00AM to 5:00PM, and closed on Sundays.

(4.3) Calls during our Extended Business Hours are answered by an external team; however, the call operators are able to help with numerous requests, or are able to take a message.

(4.4) Calls and emails will only be made during our Standard Office Hours, and we cannot guarantee responses outside these times.

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(5) MEETINGS

(5.1) Meeting shall only to be held in Standard Office Hours, with a maximum length of 1 hour unless agreed otherwise prior to the meeting in writing.

(5.2) Anything outside the Terms set out in Section 5.1 may result in a consultation fee of £45/hour (or part thereof, minimum charge 1 hour), which is charged at our discretion.

(5.3) Meetings held on weekends, or Bank Holidays may result in a consultation fee of £75/hour (or part thereof, minimum charge 1 hour), which is charged at our discretion.

(5.4) Unless otherwise agreed in writing, all meetings will take place over Zoom (or equivalent).

(5.5) For face-to-face meetings, we reserve a right to charge £20/hour for travel (or part thereof, minimum charge ½ hour) plus either £0.45/mile travelled or the train/taxi fare. Parking, Congestion Zone/ULEZ Charges, and any other travel costs directly incurred will be charged at cost to the Client.

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(6) SUPPORT

(6.1) For any issues or bugs with any of our services/products, please access our Knowledge Base (www.sprintonline.co.uk/knowledge-base). If the issue cannot be resolved using our support articles, please email support@sprintonline.co.uk or call 01372 626122 to report.

(6.2) All reported bugs will be ranked in three categories; Minor Bug (i.e., accidentally deleted a text box), Major Bugs (i.e., loss of email functionality), or Serious Bugs (i.e., website completely crashed and not being available).

(6.3) For Minor Bugs, you will receive a confirmation email within 12 Standard Office Hours, and a resolution estimate time will be confirmed in the confirmation email.

(6.4) For Major Bugs, you will receive a confirmation email within 6 Extended Business Hours, and a resolution estimate time will be confirmed in the confirmation email.

(6.5) For Serious Bugs, you will receive a confirmation email within 2 Extended Business Hours, and a resolution estimate time will be confirmed in the confirmation email.

(6.6) For website updates, changes are free for the first 30 minutes per month (without a maintenance plan). Any work completed outside the free period, or the maintenance plan will be charged at £45/hour (or part thereof, minimum charge 1 hour).

(6.7) Non urgent support requests to be completed outside of Standard Office Hours is billable by us at our discretion at a rate of £75/hour (£120/hour on Christmas Eve after 12:00PM, Christmas Day, New Year’s Eve after 12:00PM and New Year’s Day) (or part thereof, minimum charge 1 hour).

(6.8) For every IMAP email address supplied by us, we set up two devices free of charge as long as the relevant software is already installed on your device (we recommend Outlook on Windows and Mac, and either the native mail up or Gmail for Android and iOS). Any additional devices are charged at £15 per device per email address.

(6.9) If you require us to research and help implement a software falling outside the original brief, we reserve the right to charge £30/hour (or part thereof, minimum charge 1 hour) for research, implementation, and training in addition to the cost of the software.

(6.10) If the Client’s website is using a CMS system, a 1 hour training session Is included with each website. Additional training sessions are available for £45/hour (or part thereof, minimum charge 1 hour).

(6.11) For face-to-face support and training, we reserve a right to charge £20/hour for travel (or part thereof, minimum charge ½ hour) plus either £0.45/mile travelled or the train/taxi fare. Parking, Congestion Zone/ULEZ Charges, and any other travel costs directly incurred by the Client will be charged at cost.

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(7) PAYMENT

(7.1) Sprint Online will only commence work on a project after the non-refundable deposit has been paid by the Client (charged at 50%, or at the rate agreed in writing).

(7.2) Payment terms are to be agreed as part of the quotation.

(7.3) If the Client is billed via Direct Debit, and the payment attempt has failed three times, we reserve the right to charge a Late Payment fee of £40 + the statutory interest rate for late commercial payments (or the full amount that the law permits at the time). If the Client is unreachable, the service/product may temporarily be suspended. The full fee will still be due from the Client. We reserve the right to commence legal proceedings for the collection of the debt if payment is not received.

(7.4) If the Client is billed via invoice, and three reminders have been sent and/or the invoice has been outstanding for 14 days, we reserve the right to charge a Late Payment fee of £40 + the statutory interest rate for late commercial payments (or the full amount that the law permits at the time). If the Client is unreachable, the service/product may temporarily be suspended. The full fee will still be due from the Client. We reserve the right to commence legal proceedings for the collection of the debt if payment is not received.

(7.5) Sprint Online retains the right to charge for changing Direct Debit details. The charge for this is £5.

(7.6) All invoices are sent electronically to reduce our carbon footprint, however, if a paper copy is required, we reserve the right to charge £2 plus £1/invoice sent (maximum charge of £7).

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(8) VARIATION TO THESE TERMS AND CONDITIONS

(8.1) Sprint Online reserves the right to make reasonable changes and amendments to these Terms and Conditions.

(8.2) We will notify all Clients of any changes in writing, and changes will take effect from the date of the notice, or the date as specified.

(8.3) By continuing to use our services/products after the change date, you agree to be bound by the new terms.

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(9) LAW AND JURISDICTION

(9.1) This agreement shall be governed by and interpreted according to the Law of England and Wales and all disputes arising under the agreement (including non-contractual disputes or claims) shall be subject to the exclusive jurisdiction of the English and Welsh Courts.