Table of contents

Terms of Sale

These Terms of Sale set out the terms and conditions on which IT Support Services, accessed via Subscriptions, is sold by Us to business clients through this website, www.myitmate.co (“Our Site”).  

You will not be able to open an Account, purchase a Subscription or access IT Support Services through Our Site unless, as part of the purchase process, You first accept and agree to comply with and be bound by these Terms of Sale and the additional information.  These Terms of Sale, as well as all Contracts, are in the English language only.  These Terms of Sale apply only to the sale of IT Support Services; the terms governing use of Our Site are separate and are set out on our Site under the heading “Website - Terms of Use”.

[fs-toc-h2]Definitions and Interpretation

In these Terms of Sale, the following expressions have the following meanings:

  • Data Protection Legislation: means all applicable legislation in force from time to time in the United Kingdom applicable to data protection and privacy including, but not limited to, the UK GDPR (the retained EU law version of the General Data Protection Regulation ((EU) 2016/679), as it forms part of the law of England and Wales, Scotland, and Northern Ireland by virtue of section 3 of the European Union (Withdrawal) Act 2018); the Data Protection Act 2018 (and regulations made thereunder); and the Privacy and Electronic Communications Regulations 2003 as amended;
  • Contract: means a contract between Us and You for the purchase of a Subscription for You
  • Subscription: means a subscription to Our services purchased by You which provides You with access to IT Support Services;
  • We / Us /Our:  means Applicita Ltd T/A My IT Mate.
  • You: means the business client which purchases Subscriptions.
[fs-toc-h2]Information About Us

Our Site, myitmate.co.is owned and operated by Applicita Limited, a limited company registered in England under 08074976, whose registered address is Sovereign House 15 Towcester Road, Old Stratford, Milton Keynes, England, MK19 6AN and whose main trading address is Applicita Ltd, Fairbourne Drive, Milton Keynes, MK10 9RG.  Our VAT number is GB 201213780.

[fs-toc-h2]Contacting Us

If You wish to contact Us with general questions, You may contact Us by telephone at +44 (0)204 586 1255 or email hello@myitmate.co.

For matters relating to Your Subscription or Account, please contact Us by telephone at +44 (0)204 586 1255 or email admin@myitmate.co.

For matters relating to cancellations, please contact Us by telephone at +44 (0)204 586 1255, or email at admin@myitmate.co.

[fs-toc-h2]Access to and Use of Our Site

Access to Our Site is provided “as is” and on an “as available” basis. We may alter, suspend, or discontinue Our Site (or any part of it) at any time and without notice. We will not be liable to You in anyway if Our Site (or any part of it) is unavailable at any time and for any period.  Use of Our Site is subject to Our Website Terms of Use.  Please ensure that You have read them carefully and that You understand them.

[fs-toc-h2]Business Clients

These Terms of Sale and the attachment apply to business clients only. These Terms of Sale do not apply to individual consumers purchasing IT Support Services for personal use (that is, not in connection with, or for use in, their trade, business, craft, or profession).  These Terms of Sale constitute the entire agreement between Us and You with respect to Your purchase of Subscriptions from Us.  You acknowledge that You have not relied upon any statement, representation, warranty, assurance, or promise made by or on behalf of Us that is not set out in these Terms of Sale. 

[fs-toc-h2]Subscriptions and Pricing

Your subscription is evergreen and will continue indefinitely but You can terminate at any time with 30-days’ notice. Our standard monthly subscription purchases 60 minutes of IT Support services. Services are provided in 15-minute increments.  Unused subscription minutes will rollover indefinitely and remain available to You unless and until your subscription is cancelled.

We may from time to time change Our prices. We will inform You of any change in price at least 45 days before the change is due to take effect. If You do not agree to such a change, You may cancel the Contract.

Prices on Our Site are shown exclusive of VAT. If the VAT rate changes between Your order being placed and Us taking payment, the amount of VAT payable will be automatically adjusted when taking payment. 

[fs-toc-h2]Orders – How Contracts Are Formed

Our Site will guide You through the process of purchasing a Subscription and setting up an account. Before completing Your purchase of a Subscription, You will be given the opportunity to review Your order for the Subscription and amend it. Please ensure that You have checked Your order carefully before submitting it. 

If, during the order process, You provide Us with incorrect or incomplete information please contact Us as soon as possible.  If We are unable to process Your order due to incorrect or incomplete information, We will contact You to ask to correct it. If You do not give Us the accurate or complete information within a reasonable time of Our request, We will cancel Your order and treat the Contract as being at an end. We will not be responsible for any delay in the availability of IT Support Services that results from You providing incorrect or incomplete information. 

No part of Our Site constitutes a contractual offer capable of acceptance.  Your order to purchase a Subscription constitutes a contractual offer that We may, at Our sole discretion, accept. Our acceptance is indicated by Us sending You a Subscription Confirmation by email. Only once We have sent You a Subscription Confirmation will there be a legally binding Contract between Us and You. 

In the unlikely event that We do not accept or cannot fulfil Your order for any reason, we will explain why in writing. If We have taken payment any such sums will be refunded to You.  Any refunds due will be issued to You as soon as possible, and in any event within 14 calendar days of the day on which the event triggering the refund occurs.  Refunds will be made using the same payment method that You used when purchasing Your Subscription.  

[fs-toc-h2]Payment for Subscriptions

Payment for Subscriptions are payable in advance. Your chosen payment method will be charged when We process Your order and thereafter on the same day of each subsequent month. 

We accept all major credit and debit cards on Our Site – all payments are processed through our billing partner Stripe.

If You do not make any payment due to Us on time, We will suspend Your access to the IT Support Services. If You do not make payment within 14 days of Our reminder, We may cancel the Contract. Any outstanding sums due to Us will remain due and payable.  If You believe that We have charged You an incorrect amount, please contact Us at admin@myitmate.co as soon as reasonably possible to let Us know. You will not be charged for IT Support Services while availability is suspended.  

We use Stripe Payment and Connected Accounts Payment processing services to process payments via our website.  These services are provided by Stripe and are subject to the Stripe Connected Account Agreement, which includes the Stripe Terms of Service (collectively, the “Stripe Services Agreement”). By agreeing to My IT Mate's terms and conditions, you agree to be bound by the Stripe Services Agreement, as the same may be modified by Stripe from time to time. As a condition of My IT Mate enabling payment processing services through Stripe, you agree to provide My IT Mate accurate and complete information about you and your business, and you authorise My IT Mate to share it and transaction information related to your use of the payment processing services provided by Stripe. 

[fs-toc-h2]Provision of IT Support Services

IT Support Services will be available to You immediately from when We send You a Subscription Confirmation for the duration of Your Subscription, or until the Contract is otherwise ended. In some limited circumstances, We may need to suspend the provision of IT Support Services (in full or in part) for one or more of the following reasons:

  • To fix technical problems or to make necessary minor technical changes;
  • To update the IT Support Services to comply with relevant changes in the law or other regulatory requirements; 

If We need to suspend availability of the IT Support Services for any of these reasons, We will inform You in advance of the suspension and explain why it is necessary (unless We need to suspend availability for urgent or emergency reasons such as a dangerous problem with the IT Support Services, in which case We will inform You as soon as reasonably possible after suspension). We undertake to make available to You on these Terms of Sale the IT Support Services for which You subscribe but if You choose not to access IT Support Services or, for any reason not attributable to Us, You are unable to do so, You will not be entitled to any refund. 

[fs-toc-h2]Ending Your Subscription

You may cancel Your Subscription at any time after the first 30 days. You will not be refunded for any unused minutes. 

If You purchase a Subscription by mistake, please inform Us as soon as possible and do not attempt to access any IT Support Services. Provided You have not accessed any IT Support Services since the start date of the Subscription We will be able to cancel the Subscription and issue a full refund.  If You have accessed any IT Support Services once the Subscription has started, We will not be able to offer any refund and You will continue to have access to the IT Support Services for the remainder of the Subscription until cancelled. 

If You wish to cancel your subscription, You may do so at any time by accessing your account dashboard. If You would prefer to contact Us directly to cancel, please use the following details:

 in each case, providing Us with Your name, address, email address and telephone number. 

[fs-toc-h2]Ending the Contract Because of Something We Have Done (or Will Do)

You may end the Contract at any time if We have informed You of a forthcoming change to Your Subscription or the IT Support Services or these Terms of Sale that You do not agree to.   You also have a legal right to end the Contract at any time if We are in breach of it. You may also be entitled to a full or partial refund.  If You wish to exercise Your right to cancel under these circumstances, You may do so at any time by accessing your account dashboard. If You would prefer to contact Us directly to cancel, please use the following details:

in each case, providing Us with Your name, address, email address, and telephone number.

Any refunds due under these circumstances will be issued to You as soon as possible, and in any event within 14 calendar days of the day on which You inform Us that You wish to cancel. Refunds will be made using the same payment method that You used when purchasing Your Subscription. 

[fs-toc-h2]Our Liability

We will not be liable to You, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, loss of business, interruption to business, or for any loss of business opportunity, or for any indirect or consequential loss arising out of or in connection with any contract between You and Us.  Our total liability to You for all other losses arising out of or in connection with any contract between You and Us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be 70% of the total sums paid by You under the contract in question. Nothing in these Terms of Sale seeks to limit or exclude Our liability for death or personal injury caused by Our negligence (including that of Our employees, agents, or sub-contractors), for fraud or fraudulent misrepresentation, or for any other matter in respect of which liability cannot be excluded or restricted by law. 

[fs-toc-h2]Events Outside of Our Control (Force Majeure)

We will not be liable for any failure or delay in performing Our obligations where that failure or delay results from any cause that is beyond Our reasonable control. Such causes include, but are not limited to: power failure, internet service provider failure, strikes, lock-outs or other industrial action by third parties, riots and other civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism(threatened or actual), acts of war (declared, undeclared, threatened, actual or preparations for war), epidemic or other natural disaster, or any other similar or dissimilar event or circumstance that is beyond Our reasonable control.  If any event described occurs that is likely to adversely affect Our performance of any of Our obligations under these Terms of Sale: 

  • We will inform You as soon as is reasonably possible;
  • We will take all reasonable steps to minimise the delay;
  • To the extent that We cannot minimise the delay, Our affected obligations under these Terms of Sale (and therefore the Contract) will be suspended and any time limits that We are bound by will be extended accordingly;
  • We will inform You when the event outside of Our control is over and provide details of any new dates, times, or availability of IT Support Services as necessary;

If the event outside of Our control continues for more than 30 days, We will cancel the Contract and inform You of the cancellation. Any refunds due will be paid to You as soon as is reasonably possible and in any event within 30-days of the date on which the Contract is cancelled and will be made using the same payment method that You used when ordering Your Subscription. 

[fs-toc-h2]Complaints and Feedback

We always welcome feedback from Our clients and, whilst We always use all reasonable endeavours to ensure that Your experience as a client of Ours is a positive one, We nevertheless want to hear from You if You have any cause for complaint.  If You wish to give Us feedback about any aspect of Your dealings with Us, please contact Us in one of the following ways: 

[fs-toc-h2]How We Use Your Personal Information (Data Protection)

All personal data that We may use will be collected, processed, and held in accordance with the provisions of the Data Protection Legislation and Your rights thereunder. For complete details of Our collection, processing, storage, and retention of personal data including, but not limited to, the purpose(s) for which personal data is used, the legal basis or bases for using it, details of Your rights and how to exercise them, please refer to Our Privacy Policy.

[fs-toc-h2]Other Important Terms

The Contract is between You and Us. It is not intended to benefit any other person or third party in any way and no such person or party will be entitled to enforce any provision of these Terms of Sale. If any of the provisions of these Terms of Sale are found to be unlawful, invalid, or otherwise unenforceable by any court or other authority, that / those provision(s) shall be deemed severed from the remainder of these Terms of Sale. The remainder of these Terms of Sale shall be valid and enforceable. No failure or delay by Us in exercising any of Our rights under these Terms of Sale means that We have waived that right, and no waiver by Us of a breach of any provision of these Terms of Sale means that We will waive any subsequent breach of the same or any other provision.  We may revise these Terms of Sale from time to time in response to changes in relevant laws and other regulatory requirements. If We change these Terms of Sale as they relate to Your Subscription, We will give You reasonable advance notice of the changes and provide details of how to cancel if You are not happy with them.  

[fs-toc-h2]Law and Jurisdiction

These Terms of Sale, and the relationship between You and Us (whether contractual or otherwise) shall be governed by, and construed in accordance with, English law. Any disputes concerning these Terms of Sale, or the relationship between You and Us (whether contractual or otherwise)shall be subject to the exclusive jurisdiction of the courts of England and Wales.

[fs-toc-h2]Additional Information 

Account Set-up

Our Site explains how to set up an Account.  We only offer IT Support Services for use in the UK to businesses established in the UK. You may only open an Account with a main business address which is in the UK. During the process of setting up an Account, You will be required to choose a password and username. We recommend that You choose a strong password for Your Account. 

Your responsibility for Your Account and its security

You must not share Your Account or Your Account details with anyone except You or a member of Your personnel who has Your permission to do so and to receive and use those details on Your behalf. If You believe that Your Account is being used by anyone else, please contact Us immediately. We will not be liable for any unauthorised use of Your Account.  You are fully responsible for maintaining the confidentiality of Your password and account information and for all activities that occur under Your password or Account. You must ensure that You log out from Your Account at the end of each session accessed by You. You must immediately notify Us of any unauthorised use of Your password or Account or any other breach of security relating to Your Account. When creating an Account, the information You provide must be accurate and complete. If any of Your information changes at a later date, it is Your responsibility to ensure that Your Account is kept up to date. If You have an active Subscription, Your Account will remain active for the duration of the period of that Subscription or, if later, until the end of the latest access period granted to any Instruction by the Subscription.

If You wish to close and delete Your Account, You may do so via email to admin@myitmate.co

Your privacy and security on each occasion when the Services are accessed.

Note that any two-way live support session will be accessible only to You as an individual private session.  If you require other staff / personnel from your organisation to be included in a two-way live session, please ensure that the space You use is free of others who are not participating in the session with You or on Your behalf and it should be difficult to see or hear via the conferencing App and Your Device any interactions between other people who are in or near that space and its surroundings.  There are potential risks in transmitting information over technology that include, but are not limited to, breaches of confidentiality and the theft of personal information. We cannot ensure privacy or confidentiality due to the nature of two-way sessions involving others in addition to You. In any event, it will be Your responsibility to ensure that You have a suitable space to use when participating in any two-way session in order to protect the privacy of You and any persons participating in the session with You or on Your behalf and the privacy of others in or near that space. We will not be liable to You for any loss or damage arising from Your failure to mitigate these risks. 

How We Work with You

Once your subscription is active you will have immediate access to our team of IT Support personnel.  We operate a ticketing system to log all support requests, user account holders can access the ticket management system from within their personal dashboard to log an issue and monitor progress.  Alternatively, you can log an issue directly by the phone with one of our support staff. Support staff are available from 8am – 6pm Monday – Friday excluding UK Public and bank holidays.  Support staff are also available via WhatsApp and email.