Terms and Conditions of Service

These Terms and Conditions (“Terms”) govern your access to and use of the managed business infrastructure and digital services provided by PacketNine Ltd. (“PacketNine,” “we,” “us,” or “our”). By securing the Professional Foundation or any Managed Upgrade, you agree to be bound by these Terms.

1. SERVICE PROVISION & SCOPE

1.1 Managed Infrastructure: PacketNine provides a managed Professional Foundation consisting of Website Infrastructure, Domain Management, and Enterprise Email services.

1.2 Modular Architecture: Clients may scale their infrastructure by selecting “Managed Upgrades.” Each upgrade is integrated into the Client’s existing Foundation.

1.3 Client Obligations: The Client is responsible for providing all necessary business information and ensuring its accuracy for the setup and maintenance of their digital infrastructure.

1.4 AI-Assisted Architecture & Design: PacketNine utilizes advanced AI to assist in drafting business copy, architecting site layouts, and optimizing code structures. The Client holds final responsibility for reviewing and approving all technical details and visual designs. Once a design or module is moved to “Live” status, it is deemed fully approved and accepted by the Client.

1.5 Content Standards: We reserve the right to refuse to host or to remove any content that we deem, in our sole discretion, to be illegal, offensive, or in breach of third-party intellectual property rights.

1.6 Technical Support & Boundaries: Support is included for all active subscriptions to ensure the stability of the Foundation. Support is provided during standard UK business hours (9:00 AM – 5:00 PM, Mon–Fri). On-site support, hardware troubleshooting, and third-party software training are not included.

2. PAYMENT AND BILLING

2.1 Subscription Model: Services operate on a rolling monthly subscription. Your total monthly fee is the sum of the Professional Foundation plus any active Managed Upgrades.

2.2 Setup & Integration Fees: A non-refundable fee is required to commence the Professional Foundation. Managed Upgrades carry additional one-time Integration Fees to cover technical architecture.

2.3 Business-to-Business (B2B) Status: These Terms govern a contract for the provision of business infrastructure. By engaging our services, the Client warrants that they are acting in the course of a trade, business, craft, or profession. As this is a B2B agreement, statutory consumer “cooling-off” periods do not apply.

2.4 Billing Cycle: Fees are billed monthly in advance via automated payment. Services will be suspended if an account remains overdue for more than 7 days.

3. CONTRACT TERM AND TERMINATION

3.1 Minimum Initial Term: All new Foundations require a minimum initial term of three (3) months to ensure system stability and indexing.

3.2 Rolling Contract: Following the initial term, the contract converts to a month-to-month subscription.

3.3 Cancellation: Notice of cancellation must be provided in writing at least 30 days prior to the next billing date.

4. DOMAIN, DATA & INTELLECTUAL PROPERTY

4.1 Domain Ownership: The Client remains the legal owner of the domain name; PacketNine acts as the technical administrator.

4.2 Domain Release: A release fee of £25 applies to transfer a domain away from PacketNine.

4.3 Proprietary Infrastructure: PacketNine retains all rights to the underlying “Business Engine” code and custom Zoho configurations. These are not transferable to third-party hosts.

4.4 Service Limits & Data Responsibility: The Professional Foundation includes a 50GB mailbox limit. While we provide the infrastructure, the Client is responsible for maintaining local backups of their own essential business data. PacketNine is not liable for data loss resulting from Client-side deletions or compromised account credentials.

4.5 Data Protection: Both parties agree to comply with all applicable requirements of the UK Data Protection Legislation (UK GDPR). Upon cancellation, PacketNine will provide a standard CSV/Excel export of the Client’s stored data.

4.6 Credential Security: PacketNine provides the secure environment, but the Client is responsible for the security of individual access credentials. We strongly recommend the use of Multi-Factor Authentication (MFA).

4.7 Business Continuity: In the event of service discontinuation by PacketNine Ltd, we guarantee the release of the Client’s domain name (subject to the release fee in 4.2) and will provide the necessary administrative access to the Zoho and Hosting environments.

5. LIABILITY & COMPLIANCE

5.1 Third-Party Tools: The use of Zoho, Cloudflare, or Stripe is subject to those providers’ respective Terms of Service. PacketNine is not responsible for changes to third-party features or pricing.

5.2 Limitation of Liability: PacketNine’s total liability is limited to the fees paid by the Client in the three (3) months preceding any claim.

5.3 Indemnity & Force Majeure: PacketNine shall not be liable for outages of third-party infrastructure providers (e.g., AWS, Zoho, or Global DNS propagation). We do not guarantee 100% uptime.

5.4 No Indirect Losses: PacketNine is not liable for any loss of profit, loss of business, or any indirect or consequential loss arising from system downtime.

Contact Information

Email: hello@packetnine.co.uk
Address: PacketNine Ltd, 62 Commonwealth Drive, Crawley, RH10 1AE