Last updated September 2026. This is a plain-language summary of our Standard Terms; where your signed Quote or Agreement says something different, that takes precedence.
SupportWizard is a division of ClubWizard Limited, a company incorporated in England, company number 04431215, registered office 925 Finchley Road, London, England, NW11 7PE ("we", "us", "our"). These are our Standard Terms.
Your agreement with us is made up of your signed Quote (which sets out the services, pricing and payment terms), any Service Level Agreement, these Standard Terms, and any Third Party Terms or Change Orders — together, the Agreement. Signing a Quote, including electronically, forms a legally binding contract on these terms.
The Agreement takes effect on the Commencement Date stated in your Quote and continues for the Term, subject to earlier termination as set out below.
We use reasonable endeavours to provide the services and deliverables set out in your Quote, and to meet any performance dates or service levels specified. Dates are estimates only — time for performance is never of the essence.
We use reasonable endeavours to observe health and safety and security requirements at your premises once you have told us about them, provided this does not put us in breach of our other obligations.
You agree to cooperate with us, make a suitable contact available, and give us timely, free access to your sites, systems and any information or materials we reasonably need to deliver the services. You are responsible for making sure what you give us is accurate and complete, and for telling us about any health and safety or security requirements at your premises.
Where we supply equipment used to provide the services, you agree to keep it as instructed, report any faults promptly, and not use or dispose of it other than as we authorise.
You agree to run monthly back-ups of your data and keep anti-virus software up to date on your equipment at all times.
If your actions delay our work, we get a corresponding extension of time to deliver.
A Quote becomes a binding contract once you sign, date and return it (an electronic signature is fine). We may put a time limit on how long a Quote can be accepted. Extra services or hardware are ordered the same way, by a signed additional Quote — we are not obliged to accept one.
Where a service is provided by a third party, we pass on the benefit of that provider's warranties and service levels where we are able to. We are not liable for a third party's acts, omissions or failures, and any separate terms you enter into directly with a third party are between you and them.
Risk in any hardware you buy from us passes to you on delivery; title passes once you have paid for it in full. Until then, you hold it on our behalf, keep it in satisfactory condition and insured at full value.
We are not the manufacturer, so beyond passing on the manufacturer's own warranty where we can, we give no warranties on hardware.
Break-fix repairs are done at your cost, on a time and materials basis, at our discretion whether to accept the job. We will tell you honestly if something is not repairable, and any repair does not shift responsibility for insuring the hardware away from you.
Where we host services for you, you must not sub-license access, let unauthorised people in, misuse the service, or make changes to our platform. Both sides use reasonable endeavours to keep malicious software out using good industry practice.
We put reasonable security measures and firewalls in place where these are part of the service, but we cannot guarantee 100% availability, and we are not liable for downtime caused by things outside our control — internet or telecoms failures, your own breach of the Agreement, or scheduled maintenance.
Unless we have agreed otherwise in writing, the services do not cover: hardware that is not ours to maintain; support for third-party software; problems caused by unauthorised software or changes to your systems; failure to maintain proper operating conditions or follow our recommendations; consumables such as toner, fuser units or print heads; insurable damage; damage to a mouse or keyboard; work away from your site without our advance agreement; electrical or environmental work outside your equipment; data recovery after a hardware breakdown; and services provided by third parties under your own separate agreements with them (for example EPOS or PDQ support).
We do not provide services on Christmas Day, Boxing Day or New Year's Day. Any work outside what your Quote covers is charged extra at our standard rates.
Either of us can propose a change to the services, but nothing changes until both sides sign a Change Order setting out what changes, the effect on charges, timing and the rest of the Agreement. If we cannot agree a Change Order, the services carry on as they were.
You pay the Charges set out in your Quote. Time-and-materials work is charged at our standard daily rates. We may increase Charges once a year, in line with the Retail Prices Index, starting from the first anniversary of your Agreement.
For monthly billing, we invoice at the start of each month for the month ahead, payable within 30 days, and you set up a direct debit so payment collects on the first of the month (or the next business day). Charges are exclusive of VAT, which is added on top.
If payment is late, interest accrues daily at 4% above HSBC's base rate until it is paid, and we may suspend services until you are paid up in full.
Not applicable to pay-as-you-go on-demand services. For contracted IT support requests raised during business hours (9:00 to 17:30 on a business day), we begin work within the times below.
| Priority | Issue | Fix |
|---|---|---|
| Priority 1 | Entire system unavailable | Begin fix within 15 minutes |
| Priority 2 | Business-critical system unavailable for individual users | Begin fix within 2 hours |
| Priority 3 | Intermittent problems for individual users | Begin fix within 8 hours |
We keep ownership of anything we create for you (deliverables), and give you a licence to use and adapt it for your business for as long as the Agreement runs. You keep ownership of anything you give us (client materials), and give us a licence to use it only to deliver your services.
We warrant that using our deliverables and services will not infringe a third party's IP rights arising from our own copying, and will cover you for claims on that basis — except where the infringement comes from your own materials, your misuse, unauthorised changes, or following your own instructions.
Each of us keeps the other's confidential business information confidential, during the Agreement and for five years after, sharing it only with people who need it to do the job or where the law requires it.
During normal business hours, you agree to give us or our representatives access to your premises and relevant records so we can check you are meeting your obligations under the Agreement. We follow any reasonable site and security policies you have in place while we do.
Where we process personal data on your behalf, you are the controller and we are the processor. We only process it as needed to deliver the services or meet our legal obligations, keep it secure with appropriate technical and organisational measures, help you respond to data subject requests and regulators, notify you promptly of any breach, and delete or return it when the Agreement ends unless we need to keep it for a legal reason.
You confirm you have a proper legal basis for the personal data you give us to process, and you authorise us to keep using our existing third-party providers and to appoint others, including transferring data outside the UK, provided this is always done in line with data protection law.
Nothing in the Agreement limits liability for death or personal injury caused by our negligence, or for fraud. Subject to that, we are not liable for loss of profits, sales, business, contracts, anticipated savings, goodwill, or corruption of software, data or information, or any other indirect or consequential loss.
Where we give ad hoc advice on EPOS or PDQ systems that are supported under your own contract with a third party, that advice is given as-is, with no warranty, and does not replace advice from the third party directly.
Subject to the exceptions above, our total liability under the Agreement is capped at the Charges you paid us in the 12 months before the claim. It is your responsibility to hold your own insurance, including professional indemnity, cyber-risk and data loss cover, for the services we provide.
Either of us can end the Agreement immediately, in writing, if the other commits a material breach that cannot be fixed, or fails to fix one within 10 days of being asked, or stops trading. We can also end it immediately if you are 7 days late paying after we have chased you, or if control of your business changes hands.
On ending, you pay everything outstanding straight away, return any of our equipment, and we return any of your materials not already used in the services. Confidentiality, payment, IP, audit and liability terms continue to apply after the Agreement ends.
Neither of us is liable for delay caused by something genuinely beyond our control; if that goes on for four weeks, the unaffected party can end the Agreement on five days' notice. You cannot transfer your rights or obligations under the Agreement to someone else; we can.
Changes to the Agreement only count if agreed in writing by both sides. It is the entire agreement between us, and nothing in it creates a partnership, agency or joint venture, or gives rights to anyone who is not a party to it.
The Agreement is governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.