1. Corporate Disclosure

In accordance with the Companies Act 2006 and the Electronic Commerce (EC Directive) Regulations 2002, the following information identifies the legal entity responsible for the provision of services and the operation of the website abcservice.co.uk.

Updated 30th March 2026

1.1 Registered Company Details

• Company Name: ABC TP Ltd
• Trading as: ABC Service
• Registered in: England and Wales
• Company Number: 12478176
• Registered Office: 69 West Street, Tavistock, Devon, PL19 8AJ, United Kingdom

1.2 Tax Identification

• VAT Number: GB192768168

2. Business Operations and Contracting

2.1 Contracting Entity (Important)
All contracts, service agreements, orders, invoices, and legal obligations are with ABC TP Ltd (Company Number 12478176). Any services provided under the ABC Service brand are provided by ABC TP Ltd.

2.2 Trading Names
“ABC Service” is a trading name of ABC TP Ltd. Any reference in our website, proposals, marketing materials, order forms, support communications, invoices, or other documents to “ABC Service” (or similar wording) shall be treated as a reference to ABC TP Ltd.

3. Regulatory Compliance & Data Protection

3.1 ICO Registration
ABC TP Ltd is registered with the Information Commissioner’s Office (ICO) in the United Kingdom. All personal data is processed in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

4. Contact Information

For legal notices, service of documents, or formal inquiries, please contact the registered office or use the verified electronic communication channels provided below:

• Postal Address: ABC Service, 69 West Street, Tavistock, Devon, PL19 8AJ
• Website: abcservice.co.uk
• Email: support@abcservice.co.uk

Computer Services & Repairs Agreement

This Agreement is made between ABC TP Ltd (trading as ABC Service), a company registered in England and Wales under company number 12478176, with its registered office at 69 West Street, Tavistock, Devon, PL19 8AJ (“the Company”), and the individual or entity requesting services (“the Client”).

Updated 30th March 2026

Quotations & Payment

1.1 Initial Inspection / Diagnostics: Upon receipt of equipment, the Company will perform an initial inspection and/or diagnostics and provide an estimate for the necessary repairs.
1.2 Diagnostic Fee (if not proceeding): A diagnostic fee may apply where diagnostics/inspection are performed and the Client decides not to proceed with the recommended repair. Where the Client proceeds with the repair, the Company will often deduct the diagnostic fee from the final repair cost (unless otherwise stated in writing at the time of booking or quotation).
1.3 Quote Validity: All quotations are valid for 7 days from the date issued, unless stated otherwise in writing.
1.4 Adjustments: Estimates are based on initial findings and may be subject to change as the repair progresses. The Company will endeavour to maintain pricing near the original quote and will notify the Client prior to any significant increase in costs.
1.5 Upfront Payment: For any work or parts quoted above £300.00, a payment of 100% of the total value is required prior to the commencement of works.
1.6 Acceptance: Instruction to proceed, whether provided verbally (in person or by telephone), via electronic mail, or by signing a work order, shall constitute formal acceptance of these Terms and Conditions.

2.1 Due Date: Payment is due in full on the date of the invoice and must be settled prior to the release of equipment, unless prior credit arrangements have been agreed in writing.
2.2 Credit Accounts: Where credit terms are approved, payment must be made within 14 days of the invoice date.
2.3 Default: Overdue payments may result in the Client being placed on "credit hold," where no further services or equipment will be supplied until the balance is cleared.
2.4 Title of Goods: Legal ownership of any parts or goods supplied remains with ABC TP Ltd until payment is received in full.

Liability & Data

3.1 Client Responsibility (Backups before booking in): IT IS THE SOLE RESPONSIBILITY OF THE CLIENT TO ENSURE THAT ALL DATA, FILES, AND SOFTWARE STORED ON EQUIPMENT ARE FULLY BACKED UP BEFORE BOOKING IN AND/OR HANDING OVER EQUIPMENT FOR DIAGNOSTICS OR REPAIR.
3.2 No Guarantees: While ABC TP Ltd makes every effort to preserve data, it provides NO GUARANTEE that data will remain intact.
3.3 Data Loss (including diagnostics): To the maximum extent permitted by law, ABC TP Ltd shall not be held liable for the loss or corruption of data, files, information, or records, including any loss arising during diagnostics, repair, upgrades, reinstallation, updates, encryption/decryption activity, or as a result of failing storage media.
3.4 Backup Services: If ABC TP Ltd is required to perform a backup procedure on behalf of the Client to complete a repair, additional charges will apply.

4. Risks and Physical Handling

4.1 Inherent Risks: The Client acknowledges the inherent risks involved in hardware repair, including potential damage to brittle or aged components (e.g., plastic lugs, internal mounts) which may fail during standard disassembly due to wear and tear.
4.2 Manufacturer Warranty: The Client acknowledges that services performed by ABC TP Ltd may void the manufacturer’s original warranty. It is the Client’s responsibility to check warranty status before authorising work.
4.3 Beyond Economical Repair (BER): If ABC TP Ltd deems a device BER, this is provided as a professional opinion only.

5. Software and Compatibility

5.1 Legality: The Company will not install or configure software that it believes to be unlicensed or illegal.
5.2 Reinstallation: Unless specifically contracted, it is the Client's responsibility to reinstall personal software applications.
5.3 Incompatibility: The Company is not liable for older software applications that no longer function correctly following a hardware upgrade or the installation of modern operating systems.

Cancellations

6.1 Cancellations: On-site appointments must be cancelled at least one (1) hour prior to the agreed time.
6.2 No-Show Fee: If an engineer attends the premises and the Client is not available, a charge equivalent to 50% of the standard hourly rate will be applied in addition to any parts or service costs already incurred.
6.3 Remote Support: Remote resolution is dependent on the information provided by the Client and the stability of the Client's internet connection. If a problem cannot be resolved remotely, ABC TP Ltd will recommend an on-site visit or workshop repair.

Unclaimed Goods

7.1 Abandoned / Unclaimed Equipment (60 days): Any equipment left with ABC TP Ltd and not collected within 60 days of (a) completion of the repair, or (b) the Company notifying the Client that the equipment is ready for collection (including where the Client declines a quotation), may be treated as abandoned and may be sold or disposed of to recover costs, in accordance with the Torts (Interference with Goods) Act 1977.
7.2 Notice: ABC TP Ltd will attempt to contact the Client via letter or electronic communication at least 30 days prior to any sale or disposal. This 30-day notice is a formal Notice of Intention to Sell or Dispose under the Torts (Interference with Goods) Act 1977. After the 60-day period (and following expiry of the notice), ABC TP Ltd shall have no further liability to the Client in respect of the equipment, save that any net proceeds of sale (after deduction of reasonable storage, administration, and sale/disposal costs and any sums owed to ABC TP Ltd) will be handled in accordance with the Act.

Warranty & Software

8.1 Return to Base Warranty (Labour - 90 days): ABC TP Ltd provides a 90-day return to base warranty on labour for repairs. The Client is responsible for returning the equipment to ABC TP Ltd’s workshop for assessment and (where covered) remedial work. This warranty covers the labour required to rectify the same fault where it re-occurs due to ABC TP Ltd’s workmanship.
8.2 Parts / Hardware Warranty (Manufacturer terms): Parts supplied are covered by the relevant manufacturer’s (or supplier’s) warranty terms and conditions. Manufacturer warranties are commonly 12 months, but may vary by part type and brand. Any remedy for defective parts will be limited to the remedy available under the manufacturer’s/supplier’s warranty process (e.g., repair, replacement, or credit) and may require testing/verification by the supplier.
8.3 Second-hand/Refurbished Parts: Where used parts are fitted with the Client's consent, a 60-day hardware warranty applies.
8.4 Software Exclusions: The warranty does not cover faults that are software-related, including (without limitation) operating system faults, corruption, driver issues, third-party application faults, Windows Updates, configuration changes, or performance issues.
8.5 Accidental Damage Exclusion: The warranty does not cover faults or damage caused by accidental damage, drops, impact, pressure damage, liquid ingress, or mishandling occurring after the equipment is returned to the Client.
8.6 Virus/Malware Exclusions: The warranty does not cover issues caused by viruses, malware, unwanted programmes, or security compromises, whether present before or after the work.
8.7 Other Exclusions: Warranties exclude faults caused by:

• Accidental damage, neglect, or mishandling;
• Power surges, spikes, or electrical storms;
• Tampering with warranty seals or previous repairs by third parties.

9. Custom Builds and Gaming Towers

9.1 Binding Quotes: Once a custom build quote is confirmed and payment is received, parts are ordered specifically for that build.
9.2 Loss of Value / Restocking Charge: Should the Client cancel a custom build after the parts have been ordered or the device built, a charge of 20% of the total contract value will be deducted from any refund. This reflects a loss of value for bespoke assemblies and covers wholesaler returns, re-stocking/return costs where applicable, and engineering time.

10. Confidentiality and Data Protection

10.1 Privacy & Compliance: ABC TP Ltd is registered with the ICO and will process personal data in accordance with the UK Data Protection Act 2018 and the UK GDPR. Client data is stored securely on Company-maintained systems or approved suppliers’ systems with appropriate technical and organisational measures.
10.2 Confidentiality: ABC TP Ltd will treat Client information and data accessed during diagnostics, repair, support, backup, migration, or disposal as confidential and will restrict access to staff/contractors who have a business need to know and who are bound by confidentiality obligations.
10.3 High-Risk / NHS-Linked Data: Where the Client’s equipment or accounts contain or provide access to special category data or high-risk data (including NHS-linked or health-related data), the Client acknowledges that diagnostics and repair may involve incidental access to such data. ABC TP Ltd will take reasonable steps to minimise access, follow least-privilege practices, and apply appropriate security controls when handling such data.
10.4 Legal Disclosure & Reporting Obligation: ABC TP Ltd will not disclose Client data to third parties except (a) to employees/contractors bound by confidentiality and acting under instruction, (b) to suppliers engaged to provide the service (e.g., parts suppliers or warranty providers) where necessary, or (c) as required by law or a competent authority. ABC TP Ltd reserves the right to breach confidentiality and report to the relevant authorities if evidence of illegal activity is discovered, including but not limited to child abuse material, human trafficking, or serious organized crime.

11. Limitation of Liability

11.1 Non-Excludable Liability: Nothing in this Agreement excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability which cannot be excluded or limited under applicable law.
11.2 Cap on Liability: Subject to clause 11.1, to the maximum extent permitted by law, ABC TP Ltd’s total liability for any claim arising from this Agreement shall be limited to the total price paid by the Client for the specific service.
11.3 Data & Software: Subject to clause 11.1, ABC TP Ltd shall not be liable for loss of or corruption to data, loss of software, loss of access to accounts, or loss arising from failure to maintain backups, whether occurring before, during, or after the services.
11.4 Physical Handling / Brittle Parts: Subject to clause 11.1, ABC TP Ltd shall not be liable for damage arising from pre-existing defects, wear and tear, or inherent fragility in components (including brittle plastics, clips, lugs, hinges, internal mounts, or adhesives) which may fail during reasonable diagnostics, disassembly, reassembly, or testing. The Client acknowledges that some devices (particularly older laptops) use thin plastic casings, snap-fit clips, and aged internal mounts which can become brittle over time due to heat cycles, UV exposure, and general ageing; as a result, clips/lugs may crack or break even when reasonable care is taken and standard manufacturer disassembly procedures are followed.
11.5 Consequential Loss: Subject to clause 11.1, in no event shall ABC TP Ltd be liable for loss of revenue, loss of profits, loss of business goodwill, or any indirect or consequential damages.
11.6 Statutory Rights: Nothing in these terms affects the Client’s statutory rights as a consumer.

12. Governing Law

This Agreement and any dispute or claim arising out of it shall be governed by and construed in accordance with the laws of England and Wales.

Managed IT Support Agreement

This Managed IT Support Agreement ("Agreement") is made between ABC Service ("the Supplier") and the Customer (as identified in the Service Specification or relevant Order Form). This Agreement sets out the terms under which the Supplier shall provide IT support and managed services to the Customer.

Updated 30th March 2026

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1. Interpretation

The following definitions and rules of interpretation apply in this Agreement:

1.1 Definitions:

• Commercially Reasonable Efforts: The same degree of priority and diligence with which the Supplier meets the support needs of its other similar customers.
• Contact List: A current list of Supplier contacts and telephone numbers to enable the Customer to escalate its Support Requests, including the first person to contact and persons in successively more qualified or experienced positions.
• Customer Cause: Any of the following causes:
• • Any improper use, misuse, or unauthorised alteration of the Services by the Customer;
  • Any use of the Services by the Customer in a manner inconsistent with the Service Specification or instructions (written or verbal) given by the Supplier;
  • The use by the Customer of any hardware or software not approved by the Supplier for use in connection with the Services; or
  • The use of a non-current version or release of any software.
• Fault: Any failure of the Services to operate in all material respects in accordance with the Service Specification.
• General Terms and Conditions: The Supplier’s General Terms and Conditions.
• Help Desk Support: Support provided by help desk technicians sufficiently qualified and experienced to identify and resolve most support issues.
• Higher-level Support: Any higher-level support provided by an individual on the Contact List.
• Out-of-scope Services: Any services provided by the Supplier in connection with an apparent problem regarding the Services determined by the Supplier not to have been caused by a Fault, but rather by a Customer Cause or a cause outside the Supplier’s control, or any Higher-level Support provided in specific circumstances as defined in Paragraph 2.3.
• Service Levels: The service level responses and response times referred to in the Service Level Table.
• Service Specification: The specific services, functions, and deliverables to be provided by the Supplier as detailed in the Schedule/Order Form.
• Solution: Either the correction of a Fault or a workaround that is reasonably acceptable to the Customer.
• Support Request: A request made by the Customer for support in relation to the Services.

1.2 Rules of Interpretation:

• Terms defined in the General Terms and Conditions shall have the same meaning when used in this Agreement.
• The Schedule and any attached Service Specification shall form part of this Agreement.

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2. Services and Support

2.1 The Supplier shall provide the Services in accordance with the Service Specification.

2.2 As part of the Services, the Supplier shall:

• Provide Help Desk Support via tech@abcservice.co.uk or 01822 613154.
• Commit appropriate resources to the provision of Higher-level Support.
• Where Help Desk Support is not provided within the relevant Service Level response time, provide Higher-level Support upon escalation.
• Use Commercially Reasonable Efforts to diagnose and correct reported Faults (or provide a workaround where a permanent fix is not reasonably available).
• Provide technical support for any software provided by the Supplier as part of the Services (and for Approved Software, to the extent set out in this Agreement and the Service Specification).

2.3 Any Higher-level Support requested by the Customer and provided by an individual whose qualification or experience is greater than that reasonably necessary to resolve the relevant Support Request shall be deemed an Out-of-scope Service, provided an appropriately qualified individual was available at the time.

2.4 The Supplier may reasonably determine that any services are Out-of-scope Services and shall promptly notify the Customer of that determination. The Customer acknowledges that the Supplier is not required to provide Out-of-scope Services.

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3. Fees

In addition to the Service Fee, the Supplier shall be entitled to charge (on a time and materials basis) where:

• No Fault is found;
• Out-of-scope Services are required; or
• The cause of the incident is one or more of the following:
• • Power has been switched off or disconnected from a socket, device, or external power supply unit.
  • A network cable is disconnected at a device, data point, switch, or hub.
  • The fault relates to a telephone line or broadband circuit not supplied and supported by the Supplier.
  • The fault relates to a Wi-Fi router not supplied and supported by the Supplier.
  • The Supplier reasonably believes the fault was caused by damage or interference with equipment or software by the Customer or a third party.

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4. Submitting Support Requests

4.1 Each Support Request shall include a description of the problem and the start time of the incident.

4.2 The Customer shall provide the Supplier with prompt notice of any Faults and such data, documents, and remote access as are reasonably necessary to assist the Supplier in resolving the request. The Customer shall also co-operate with reasonable troubleshooting steps requested by the Supplier (for example: confirming power and cabling, restarting equipment where safe to do so, and providing screenshots/error messages).

4.3 The Customer acknowledges that it may be necessary to permit the Supplier direct access at the Customer’s premises to information technology systems, infrastructure, files, and equipment.

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5. Service Levels

5.1 The Supplier shall prioritise all Support Requests based on a reasonable assessment of severity and aim to respond and resolve them in accordance with the table below (the "Service Level Table"):

*Note: The Supplier’s average resolution time is typically between 40 minutes and 1 hour 30 minutes. Resolution times are not guaranteed and may not apply where delay is caused by external factors beyond the Supplier's reasonable control (for example, third-party networks, suppliers, or software providers).

5.2 The Supplier and Customer may agree to vary these times in writing. Achievement of Service Levels may require the collaborative effort of third parties; delays caused by such parties or public holidays will be taken into consideration.

5.3 Response times do not apply to:

• Issues reported outside of Service Hours.
• Issues caused by equipment/software not meeting the Supplier’s Minimum Standards.
• Software that is not "Approved Software".
• Issues caused by the Customer not acting on advice or recommendations given by the Supplier.

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6. Approved Software

The following software is classified as Approved Software for the purposes of this Agreement (subject to being properly licensed and kept reasonably up to date):

• Microsoft: Microsoft 365 (Word, Excel, PowerPoint, Outlook, etc.), Project, Teams, OneDrive, SharePoint, Azure, Exchange Online.
• Adobe Creative Cloud: Acrobat Reader, Acrobat Pro, Photoshop, InDesign, Illustrator.
• Web browsing: Google Chrome, Mozilla Firefox, Safari, Microsoft Edge, and Opera.
• Conferencing: Zoom, Microsoft Teams, Google Meet.
• Security: ABC Guard, Emsisoft, Bitdefender, Email Security (Cloud), Vade.
• Back-up: SkyKick, Hex Back-up.
• File sync/storage: Dropbox Business, OneDrive for Business.
• Operating systems: Windows 10 and above, macOS 10.12+.

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7. Data Back-up Services

Where data back-up services are included in the Service Specification:
7.1 The Supplier will provide the ability to upload data to third-party servers for offsite back-up and restoration.
7.2 The Supplier will encrypt the Customer’s data during transit and storage in secure data centres.
7.3 The Supplier will automatically upgrade the Allocated Storage Quota to ensure back-ups continue uninterrupted if limits are reached (subject to additional fees).
7.4 The Customer must not permit any third party to use the back-up service and must not store or transmit any unlawful or offensive material.
7.5 The Customer is responsible for reporting security breaches immediately to tech@abcservice.co.uk.
7.6 While the Supplier uses Commercially Reasonable Efforts to help protect Customer data within the back-up service, no warranties are given that the service will be uninterrupted, that data centres will be free from all unauthorised access, or that a full restoration of data is always possible.
7.7 The Customer remains responsible for its overall back-up and business continuity strategy, including (where appropriate) keeping separate copies of important data, testing restores, and ensuring users save data in locations that are included within the back-up scope set out in the Service Specification. The Supplier is not responsible for data loss resulting from data being stored outside the agreed back-up scope, deleted by users, encrypted by malware prior to back-up, or otherwise affected by Customer Cause.
7.8 Unless expressly included in the Service Specification, the Services do not include disaster recovery planning, guaranteed restore times, forensic investigation, or incident response services (these can be provided as Out-of-scope Services).

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8. Liability

The Customer’s attention is drawn to the limitations on the Supplier’s liability found in the General Terms and Conditions at abcservice.co.uk/terms-conditions/. The Supplier is not responsible for data loss; it remains the Customer’s primary responsibility to ensure it has adequate back-ups, security, and business continuity measures in place (including appropriate passwords, access controls, and up-to-date security software).

Microsoft Cloud Services Agreement

This Microsoft Cloud Services Agreement (the "Agreement") is made between ABC TP Ltd T/A ABC Service, a company registered in England and Wales ("ABC Service", "we", "us", or "our"), and the entity or person purchasing Microsoft Cloud Services ("Customer", "you", or "your").

By confirming an order for Microsoft Cloud Services through ABC Service, you agree to be bound by these terms and conditions.

Updated 30th March 2026

1. Scope of Services

1.1. This Agreement applies to the provision of Microsoft Cloud Services, including but not limited to Microsoft 365, Office 365, and Azure products (the "Services"), provided to business customers.
1.2. ABC Service provides these Services as a Microsoft partner. Your use of the Services is also subject to the Microsoft Services Agreement and any applicable Microsoft Customer Agreements.

2. Subscription Terms and Commitment

2.1. Contract Duration: Microsoft stipulates that contracts are held on either a monthly or a yearly (12-month) term.
2.2. Default Term: To ensure you receive the most competitive pricing, all subscriptions are entered into on a 12-month contract term by default, unless you explicitly stipulate in writing at the time of order that you require a monthly term.
2.3. Commitment: Any form of confirmation (written or verbal) to proceed with a Microsoft licence through ABC Service constitutes an immediate commitment to the full duration of the selected term.
2.4. Monthly Subscriptions: If you elect for a monthly contract term, you acknowledge that the cost per licence is higher than the annual equivalent. Monthly subscriptions require a minimum of 30 days’ notice for termination. You will remain liable for all charges incurred during this notice period.

3. Fees and Payment

3.1. You agree to pay all fees associated with the Services as quoted by ABC Service.
3.2. Licences added during a term will be pro-rated to the existing billing cycle and will be subject to the same term commitments.
3.3. Failure to maintain payment may result in the suspension or termination of your Microsoft tenancies and data access.

4. Limitation of Liability and Service Availability

4.1. Third-Party Reliance: You acknowledge that the Services are hosted and maintained by Microsoft. ABC Service has no control over the uptime, functionality, or availability of Microsoft’s infrastructure.
4.2. Service Interruption: In the event of a service outage or "loss of service" originating from Microsoft (or associated providers such as Google), ABC Service shall not be held liable for any impact this may have on your business operations.
4.3. Exclusion of Damages: Under no circumstances shall ABC Service be liable to you for any damages, including without limitation:

• Lost profits or lost business revenue;
• Loss of goodwill or reputation;
• Interruption of business or data loss;
• Exemplary, punitive, special, indirect, incidental, or consequential damages.
  4.4. This limitation applies regardless of whether the claim arises under contract, tort (including negligence), strict liability, or any other legal theory, and regardless of whether ABC Service was advised of the possibility of such damages.

5. Data and Security

5.1. While ABC Service provides support and configuration, you are responsible for the data stored within your Microsoft environment.
5.2. We strongly recommend secondary backup solutions for Microsoft 365 data, as Microsoft’s standard availability does not constitute a comprehensive point-in-time data backup.

6. Termination

6.1. Annual Terms: Annual subscriptions cannot be cancelled mid-term. You are liable for the full cost of the 12-month commitment.
6.2. Monthly Terms: May be cancelled by providing 30 days’ written notice.
6.3. Upon termination, it is your responsibility to migrate any data required. ABC Service is not responsible for data retention once a licence or subscription has been terminated.

7. Governing Law

7.1. This Agreement shall be governed by and construed in accordance with the laws of England and Wales.
7.2. The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of this Agreement.

Branding & Design Agreement

1st April 2026

1. Our Agreement

This Branding & Design Agreement ("Agreement") is made between ABC TP Ltd (trading as ABC Service), of 69 West Street, Tavistock, Devon, PL19 8AJ ("ABC Service", "we", "us"), a company registered in England and Wales, and the Client ("you"). These terms apply to all design and branding work we do for you. By requesting, starting, or accepting any design and branding project with ABC Service, you agree to be bound by these terms. This Agreement is governed by English law (see section 12).

By requesting or accepting design and branding services from ABC Service, you agree to be bound by the following terms and conditions.

2. Quotes & Starting Work

2.1. At the time of proposal, ABC Service will provide the Client with a written estimate or quotation via email, or as otherwise stated on our website.
2.2. Your confirmation via email or telephone call is enough for us to start work (and counts as acceptance of the estimate/quotation). If you send a purchase order, these Terms and Conditions still apply.
2.3. Acceptance of an estimate or quotation binds the Client to these Terms and Conditions. For the avoidance of doubt, these Terms and Conditions shall govern the agreement to the exclusion of any terms and conditions endorsed upon, delivered with, or contained in the Client’s purchase order or other documents.

3. Payment

3.1. Charges for services are set out in the written estimate or quotation.
3.2. Unless otherwise agreed in writing, we usually require full payment before we release final files and/or upload designs.
3.3. Publication or release of work by ABC Service will not take place until cleared funds have been received.
3.4. Any invoice queries must be submitted via email within 7 days of the invoice date.
3.5. Invoices should be settled within 30 days of the invoice date. Accounts remaining outstanding for 30 days after the invoice date will incur late payment interest charges as defined in our General Payments and Fees policy.
3.6. Payments may be made via online transfer, credit/debit card, or PayPal.

4. Copyright & Ownership (Intellectual Property)

4.1. ABC Service owns (and retains) all intellectual property rights (including copyright) in all designs, artwork, copy, concepts, drafts, working files, and other materials we create until all invoices and sums due have been paid in full in cleared funds.
4.2. Intellectual property ownership in the final, approved deliverables transfers to the Client only once full payment has been received in cleared funds. Until then, no rights are transferred and the Client may not use, publish, reproduce, or distribute any work (including draft work) without our written permission.
4.3. If multiple design options are presented, only the final chosen solution is deemed to be fulfilling the contract. Any other concepts, drafts, ideas, and unused options we showed you during the process remain the property of ABC Service.

5. Source Files

5.1. We will provide you with high-quality PDFs or image files for your project (for example: PDF, JPG, PNG), as specified in the project scope.
5.2. If you want the original "source" files (such as Photoshop or Illustrator files), these are not included in the standard price and will require a separate "buy-out" quotation.

6. Licensing

6.1. Upon full payment, a licence for use of the copyright material is granted to the Client solely for the specific intended purpose defined in the original scope.
6.2. You may not modify, re-use, re-purpose, re-distribute, or sell the work (or any part of it) without our express written permission.
6.3. The Client is responsible for registering design work (e.g., logos or trademarks) with the appropriate authorities. ABC Service shall not be held responsible for any damages resulting from trademark or copyright claims by third parties.

7. Your Content & Third-Party Licences

7.1. The Client must supply text in electronic format (.txt, .docx, or via email/shared folder).
7.2. Images must be provided in a high-quality electronic format as prescribed by ABC Service. We are not responsible for the quality of images resulting from low-resolution files or printed materials provided for scanning.
7.3. You promise that you have the right to use any text, images, data, fonts, logos, brand assets, or other content you provide to us (including that you have any necessary licences/permissions), and that our use of them as part of the project will not infringe any third-party rights.
7.4. The Client is responsible for ensuring they have the rights to any fonts, logos, photographs, illustrations, or images they provide for the design (including any required commercial licences).
7.5. If a third party claims that we have infringed their rights because of something you provided, you agree to fully indemnify and hold ABC Service harmless for any resulting losses, costs, damages, and expenses (including reasonable legal fees).

8. Changes, Revisions & Extras

8.1. Any changes required beyond the estimated work or agreed scope, or if you change your mind after approving a draft design, will be treated as extra work and may be charged separately.
8.2. Unless otherwise stated in the written quotation, the quoted price includes up to 2 rounds of revisions. A “round” means a single consolidated set of changes provided by the Client. Additional revision rounds (or piecemeal changes submitted across multiple messages) will be charged at our then-current hourly rate, and we will confirm this with you before proceeding (unless agreed otherwise).
8.3. Where additional work is required, we will provide a separate estimate or quotation before proceeding (unless agreed otherwise).
8.4. ABC Service holds no responsibility for any amendments made by third parties to a design before or after it is published.

9. Timelines & Client Approval

9.1. Any indication of a project’s duration is an estimate. We will always give you an estimated timeframe, but these are estimates only.
9.2. ABC Service is not responsible or liable for project overruns, regardless of the cause.
9.3. A project is considered complete upon receipt of the Client’s sign-off via telephone or email.
9.4. The Client is responsible for checking and approving all proofs and final artwork (including spelling, grammar, layout, dimensions, colours, contact details, URLs, and any other content). Once the Client has approved the final proof/sign-off, ABC Service is not liable for any errors or issues in the final product.

10. Showcasing Our Work (Portfolio Rights)

10.1. We’re proud of what we do. The Client agrees to allow ABC Service to place a small credit (such as a small logo or link) on printed materials, exhibition displays, or websites where appropriate.
10.2. The Client grants ABC Service permission to use any completed designs (and, where relevant, a link to the Client's website) for demonstration, publicity, and portfolio/marketing purposes.
10.3. Unless agreed otherwise in writing, ABC Service reserves the right to display the work (including drafts and the final deliverables) in our portfolio, website, proposals, social media, and other marketing materials.

11. Default

11.1. An account is considered in default if it remains unpaid for 30 days. ABC Service reserves the right to remove any material (including website data or designs) from computer systems until the debt is cleared. This does not relieve the Client of their obligation to pay.
11.2. If an account is in default, you will also be responsible for any reasonable legal, court, debt recovery, or collection costs we incur while recovering the outstanding balance.

12. Cancellation & Termination (Kill Fee)

12.1. Cancellation may be made via telephone or email. The Client will be invoiced for all work completed up to the date of cancellation.
12.2. If the Client cancels the project after work has started, the Client agrees to pay (i) all work completed up to the date of cancellation (calculated at our standard hourly rate and/or pro-rata against the quoted project price), and (ii) a “kill fee” to cover time reserved and lost opportunity, as follows unless otherwise stated in the quotation:
a) cancellation before any concept/design work begins: 10% of the quoted price;
b) cancellation after concept/design work begins but before first full draft/concepts are issued: 25% of the quoted price;
c) cancellation after first draft/concepts are issued but before final approval: 50% of the quoted price;
d) cancellation after final approval/sign-off but before delivery of final files: 100% of the quoted price.
12.3. If a cancellation is not formally confirmed in writing within 14 days of the initial instruction, the Client will be liable for the full quoted cost of the project.

13. Right of Refusal

13.1. ABC Service reserves the right to refuse to include (or to remove) any material deemed offensive, obscene, illegal, or immoral.
13.2. All advertising material must conform to relevant advertising standards. We reserve the right to remove any such material subsequently found to be in contravention of these standards without penalty.

14. General

14.1. ABC Service makes no express or implied warranties regarding the design services supplied.
14.2. ABC Service is not responsible for any loss, consequential loss, or non-delivery of products or services, regardless of the cause.
14.3. Any claim against ABC Service shall be limited to the relevant fee(s) paid by the Client for the specific project in question.
14.4. We reserve the right to use sub-contractors or agents for some parts of the work. Any work or usage is bound by their respective terms and conditions.

15. Governing Law

15.1. This Agreement and any dispute or claim arising out of it shall be governed by and construed in accordance with the laws of England and Wales.

Printing Services Agreement

This Printing Services Agreement ("Agreement") is made between ABC TP Ltd, trading as ABC Service, a company registered in England and Wales ("we", "us", "our"), and the person or entity purchasing Products from us ("you", "your").

By placing an order for printing services or products ("Products") through our website (abcservice.co.uk) or via a direct quote, you agree to be bound by these terms and conditions.

Updated 1st April 2026

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Services Covered

We provide printing services including Digital Printing, Large Format, Business Stationery, Flyers/Leaflets, Brochures, Posters/Signage, and Bespoke custom sizes (subject to feasibility and our confirmation in writing).

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1. Information About Us

Our website and services are operated by ABC TP Ltd (trading as ABC Service), 69 West Street, Tavistock, Devon, PL19 8AJ. Our head office and print production facility are located in Tavistock, Devon. We provide high-quality digital and wide-format printing services both locally and across the United Kingdom.

2. Your Status

2.1. By placing an order, you warrant that:

• 2.1.1. You are legally capable of entering into binding contracts;
• 2.1.2. You are at least 18 years old; and
• 2.1.3. If you are ordering on behalf of a business, you have the necessary authority to bind that business.

3. Contract Formation

3.1. Your order constitutes an offer to buy Products. All orders are subject to acceptance by us. The contract ("Contract") is formed only when we send you an electronic Order Confirmation.
3.2. Once an Order Confirmation is issued, the terms cannot be varied without our written consent.
3.3. No Right of Cancellation: As Products are made to your unique specification and are personalised, you do not have a right to cancel the supply of Products once an order is placed. If an error is made, please contact us immediately. If the order has not yet been submitted to print, we may, at our sole discretion, allow a cancellation or refund.

4. Material Provided by You ("Your Material")

4.1. When uploading or submitting "Your Material", you must comply with our Content Standards. Your Material must not:

• 4.1.1. Infringe any third-party intellectual property rights;
• 4.1.2. Be defamatory, obscene, offensive, hateful, or inflammatory;
• 4.1.3. Promote discrimination or illegal activity; or
• 4.1.4. Breach any legal duty owed to a third party.
  4.2. You shall indemnify us for any losses, damages, or claims incurred as a result of Your Material breaching these standards.
  4.3. We reserve the right to refuse to print any material that, in our opinion, violates these standards. In such cases, a full refund will be issued for the unfulfilled order.
  4.4. You are responsible for maintaining copies of Your Material. We exclude all liability for material lost or damaged during the upload or storage process.
  4.5. Content Standards (Additional): Your Material must not contain (or link to) content that is unlawful, threatening, harassing, abusive, likely to cause distress, or otherwise inappropriate, and must not breach any applicable advertising, data protection, or consumer protection rules.

5. Intellectual Property Rights

5.1. We own all intellectual property rights in our website, including template designs, trade names, and logos. We also retain ownership of our template designs (including any layout structures and reusable design elements) used to create Products, even where those templates are adapted for your order.
5.2. You retain ownership of Your Material and any specific customisation you apply to our templates.
5.3. If you use our template designs, you may be required to pay a fee. Upon full payment, we grant you a royalty-free, non-exclusive, perpetual licence to use the resulting design for your advertising and marketing purposes. This licence does not permit you to resell, sub-licence, distribute, or otherwise exploit the template design (or products derived from it) as a standalone design product or for resale as design assets.

6. Proofs and Approval

6.1. We provide electronic proofs (low-resolution PDFs) for approval. Production will not commence without your written or electronic sign-off. A signature or email approval of a digital proof constitutes full acceptance of the proof and the order details.
6.2. User Responsibility (Errors): It is your sole responsibility to check for errors in spelling, grammar, punctuation, telephone numbers, addresses, and layout. After approval (including where errors were present in your source files), ABC Service is not liable for spelling, layout, or colour errors.
6.3. User Responsibility (Images): You are responsible for ensuring that all images supplied are of sufficient resolution (minimum 300dpi recommended) for high-quality printing. We are not liable for pixelation or poor image quality resulting from low-resolution files.
6.4. Physical Proofs (if requested): If you request a physical/hard copy proof, we may be able to provide one at our discretion. A proofing fee may apply (to cover materials, press time, and delivery/collection), and any applicable fee will be confirmed to you before we proceed.

7. Production and Quality

7.1. Colour Variation (RGB vs CMYK): You acknowledge that colours viewed on screen are displayed using RGB (Red, Green, Blue), whereas printing uses CMYK (Cyan, Magenta, Yellow, Black). As a result, colours on screen may differ from final printed colours. We will match colours as closely as reasonably possible but cannot guarantee a 100% colour match. All files should be supplied in CMYK format; files supplied in RGB or Pantone will be converted automatically, which may cause significant colour shifts. We accept no liability for colour differences resulting from RGB-to-CMYK conversion or monitor calibration differences.
7.2. Paper/Media Stocks: Small variations in paper colour, weight, or finish are normal between different batches and manufacturers.
7.3. Tolerances: You accept standard industry tolerances:

• 7.3.1. Trimming/Cutting: +/- 1.5mm.
• 7.3.2. Folding/Creasing: +/- 2mm.
• 7.3.3. Large Format/Banners: +/- 5mm due to material stretch.

8. Delivery and Quantities

8.1. We offer UK-wide delivery from our Tavistock facility. Delivery is typically handled by DPD Next Day for most of the UK. Highlands/Islands deliveries are sent on a Two Day service. Local collection from Tavistock is available where agreed at the time of order. Turnaround times are estimates and cannot be guaranteed.
8.2. Shortages/Misprints (Tolerance): Due to the nature of printing, we aim for the exact quantity but allow for a 5% margin.

• 8.2.1. Shortages or misprints of up to 5%: No credit or reprints will be issued.
• 8.2.2. Shortages or misprints of more than 5%: We will provide a credit or reprint for the affected/missing quantity (at our option).
  8.3. Non-Delivery: You must notify us within 30 days of the dispatch date if Products have not arrived. We cannot process reprints or refunds for non-delivery until 15 working days have passed from the dispatch date (to allow for courier investigations).

9. Price and Payment

9.1. Prices shown on our website are inclusive of VAT. Prices quoted directly (for example, by email) will state whether VAT is included. All prices are subject to change, but changes will not affect orders we have already accepted (except where required by law).
9.2. Delivery costs (where applicable) are added in the basket/checkout before payment, unless stated otherwise.
9.3. Bulk pricing: Where offered, unit prices may reduce as quantities increase and you acknowledge that bulk pricing discounts apply as quantity increases.
9.4. Payment (Bespoke Print Jobs): Payment is required upfront (before production begins) or upon collection for all bespoke print jobs. Payment can be made via credit/debit card, PayPal, or bank transfer, unless otherwise agreed in writing for account-holding customers.

10. Risk and Title

10.1. Risk in the Products passes to you upon delivery.
10.2. Ownership of the Products passes to you only when we have received full payment of all sums due.

11. Liability

11.1. Our total liability in connection with any Product is strictly limited to the purchase price of that Product (including delivery costs).
11.2. We are not liable for any loss of income, loss of profits, loss of data, or any indirect or consequential loss, however arising.
11.3. Nothing in this Agreement excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any matter for which it would be illegal to exclude liability.

12. Force Majeure

We will not be liable for any failure to perform our obligations caused by events outside our reasonable control ("Force Majeure Event"), including but not limited to strikes, natural disasters, telecommunications failures, or government restrictions.

13. General Provisions

13.1. Waiver: Any failure by us to insist upon strict performance of your obligations does not constitute a waiver of our rights.
13.2. Severability: If any provision of this Agreement is found to be invalid or unenforceable, the remaining provisions shall remain in full force.
13.3. Jurisdiction: This Agreement is governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
13.4. Call Recording: We may record calls for training and quality purposes. If you do not consent to this, please inform us at the start of the call.
13.5. Carbon Captured Print: ABC Service is a Carbon Captured Print company. We contribute to woodland creation and environmental sustainability through verified schemes (for example via the Woodland Trust or similar initiatives).

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ABC Service
Part of ABC TP Ltd
abcservice.co.uk
support@abcservice.co.uk

MASTER SERVICES AGREEMENT (TELECOMS & CONNECTIVITY)

THIS AGREEMENT is updated on 30 March 2026

BETWEEN:

(1) ABC TP LTD (trading as ABC Service), a company incorporated in England and Wales with registration number 12478176, whose registered office and principal place of business is at 69 West Street, Tavistock, Devon, PL19 8AJ (“ABC Service”); and

(2) THE CUSTOMER as identified in the Service Order or Account Registration Form (“the Customer”).

1. DEFINITIONS AND INTERPRETATION

1.1. In this Agreement, the following expressions shall have the following meanings:

• “Acceptable Use Policy” means the policy governing the use of Services by the Customer and any Users, as updated from time to time, including any prohibited activities set out in Clause 8.
• “Account” means the Customer account established with ABC Service for ordering and managing Services (including any online portal account, where applicable).
• “Agreement” means this Master Services Agreement (Telecoms & Connectivity) together with any Service Order, Service Schedule, Service Description, Acceptable Use Policy and any other document incorporated by reference.
• “Applicable Law” means any applicable law, statute, regulation, order, regulatory requirement, guidance or code of practice having the force of law (including Ofcom General Conditions) as amended from time to time.
• “Bank of England Base Rate” means the base rate (or equivalent successor rate) published by the Bank of England from time to time.
• “Business Day” means any day other than a Saturday, Sunday, or public holiday in England.
• “Call” means any telephone call, message, session, or communication (including VoIP calls) carried over a network in connection with the Services.
• “Charges” means the fees, rentals, usage charges, one-off charges, installation charges, delivery charges, and any other charges payable for the Services as specified in the relevant Service Order, Service Schedule, quotation or on the Website (as applicable).
• “CLI” means Calling Line Identification (including presentation, withholding and related CLI features) and any related regulatory requirements.
• “Code” means any code of practice relevant to the Services issued or approved by Ofcom (and where applicable any other relevant body such as the Phone-paid Services Authority) and adopted by ABC Service and/or the relevant Service Provider.
• “Confidential Information” means all confidential information disclosed by one party to the other, including business affairs, pricing, trade secrets, know-how, technical data, security information, and information relating to customers, suppliers or operations, whether disclosed in writing, orally or by inspection, and whether marked confidential or not, provided that it is confidential by nature or circumstances of disclosure.
• “Customer” means the person, firm or company purchasing the Services as identified in the Service Order or Account Registration Form.
• “Customer Equipment” means any equipment, cabling, software or systems not provided by ABC Service or a Service Provider which are used by the Customer or any User to access or use the Services.
• “Data Protection Legislation” means the UK GDPR and the Data Protection Act 2018, together with any applicable national implementing laws, regulations and secondary legislation, as amended or replaced from time to time, and any guidance and codes of practice issued by the Information Commissioner’s Office.
• “Deposit” means any deposit or security requested by ABC Service under Clause 7.
• “Equipment” means any hardware, router, handset, modem, ONT, ATA, cabling or other equipment provided by ABC Service or a Service Provider (whether on loan, rental or otherwise) for the provision of the Services.
• “Emergency Maintenance” means maintenance required to address an emergency, a security risk, a vulnerability, an incident, a fault, an imminent risk of failure, or where required to comply with Applicable Law or a direction of a competent authority.
• “Go Live Date” means the date a Service is first made available for use by the Customer (which may be a target date).
• “Initial Term” has the meaning given in Clause 2.1.
• “Intellectual Property Rights” means patents, rights to inventions, copyright and related rights, moral rights, trade marks, service marks, business names and domain names, rights in get-up and trade dress, rights in goodwill or to sue for passing off, rights in designs, rights in computer software, database rights, rights to use and protect the confidentiality of confidential information (including know-how and trade secrets), and any other intellectual property rights, in each case whether registered or unregistered and including all applications and rights to apply for and be granted, renewals or extensions of, and rights to claim priority from, such rights and all similar or equivalent rights or forms of protection which subsist or will subsist in any part of the world.
• “Normal Business Hours” means 09:00 to 17:30 on Business Days (excluding public holidays in England), unless otherwise stated in a Service Schedule.
• “Ofcom” means the Office of Communications.
• “Order” / “Service Order” means a request for Services submitted by the Customer and accepted by ABC Service in accordance with Clause 3, including any order form, online order, email confirmation, signed quotation, or other ordering mechanism used by ABC Service.
• “Prohibited Activities” means the activities set out in Clause 8.3 (and any additional prohibitions set out in the Acceptable Use Policy).
• “Service” / “Services” means the telecommunications, connectivity, broadband, data, voice, hosted/managed communications and related services provided by ABC Service under this Agreement, as more particularly described in a Service Schedule and/or Service Order.
• “Service Minimum Period” means the minimum term for a specific Service as specified in the Service Order and/or Service Schedule.
• “Service Provider” means any third-party network operator, carrier, wholesaler, supplier, subcontractor or platform provider used by ABC Service in connection with the Services.
• “Service Schedule” means any schedule, service description, product terms, tariff, or service-specific terms issued by ABC Service which apply to a particular Service and which are incorporated into this Agreement by reference.
• “Software” means any software, firmware, app, portal, configuration scripts or other software components provided by ABC Service or its licensors for use with the Services (including software embedded in Equipment).
• “Trade Names” means the trade names, trading styles, logos, brands, domain names and trade marks of ABC Service and/or its licensors or Service Providers.
• “User” means any person authorised by the Customer (whether an employee, contractor, agent, family member, guest, or other end user) to use or access the Services, whether directly or indirectly, and/or any person who uses the Services via the Customer’s systems.
• “Website” means abcservice.co.uk (and any successor or related domain operated by ABC Service).

1.2. Interpretation:

• 1.2.1. References to a statute or statutory provision include any subordinate legislation made under it and any modification, consolidation, re-enactment or replacement of it from time to time.
• 1.2.2. References to “including” or “include” shall be construed without limitation.
• 1.2.3. References to “writing” include email.
• 1.2.4. Headings are for convenience only and do not affect interpretation.

2. TERM

2.1. This Agreement commences on the date of execution by the parties or (if earlier) on the date the Customer’s Account is activated and shall continue for an initial term of one (1) month (the “Initial Term”).

2.2. After the Initial Term, this Agreement shall continue on a rolling monthly basis until terminated in accordance with Clause 15.

2.3. Each individual Service may have its own Service Minimum Period, as set out in the relevant Service Order and/or Service Schedule. Nothing in this Clause 2 reduces the Customer’s obligation to pay Charges for the duration of any Service Minimum Period, or any early termination charges which may apply under Clause 16.

3. ORDERS

3.1. The Customer may request Services by submitting a Service Order to ABC Service (including via email, an online order process, a signed quotation, or any other method accepted by ABC Service).

3.2. A Service Order shall be binding only when accepted by ABC Service in writing (including by email) or when ABC Service commences performance (for example, placing an order with a Service Provider, booking installation, provisioning, or supplying Equipment).

3.3. Each accepted Service Order forms part of this Agreement. Where there is any conflict between this Agreement and a Service Order or Service Schedule, the following order of precedence applies (unless expressly stated otherwise in writing by ABC Service): (1) the Service Order (for commercial details such as pricing and term for that Service), (2) the Service Schedule, (3) this Agreement.

3.4. The Customer is responsible for ensuring that all information provided in a Service Order is accurate and complete, including site details, installation requirements, porting information, and any details required for number allocation/porting (where applicable).

3.5. The Customer acknowledges that delivery dates, Go Live Dates and installation dates are estimates only unless expressly stated otherwise in writing. Time is not of the essence.

4. SERVICES

4.1. ABC Service shall provide the Services using the reasonable skill, care and diligence to be expected of a reasonable and prudent communications services provider operating in the United Kingdom.

4.2. ABC Service may use Service Providers and subcontractors to deliver some or all of the Services. The Customer acknowledges that the performance and availability of the Services may depend on third-party networks and infrastructure outside of ABC Service’s direct control.

4.3. ABC Service may make changes to a Service (including its technical specification, routing, carrier, platform, or configuration) where necessary:

• 4.3.1. to comply with Applicable Law or regulatory requirements;
• 4.3.2. for security, safety, operational or technical reasons; or
• 4.3.3. due to changes imposed by a Service Provider,
  provided that ABC Service will use reasonable endeavours to minimise any material adverse impact on the Customer.

4.4. Any service levels, targets or credits apply only where expressly stated in a Service Schedule. Unless expressly stated otherwise, no service levels are guaranteed.

5. SOFTWARE

5.1. Where ABC Service (or its licensors) provides Software for use with the Services, ABC Service grants the Customer a personal, revocable, non-exclusive, non-transferable licence to use the Software during the term of the applicable Service solely for the Customer’s internal business purposes (or, where the Customer is a consumer, for personal use) and solely to receive and use the Services.

5.2. The Customer shall not (and shall not permit any third party to) copy, modify, adapt, translate, decompile, disassemble, reverse engineer, create derivative works from, or attempt to discover the source code of the Software except to the extent permitted by Applicable Law and only after giving ABC Service reasonable prior written notice.

5.3. The Customer acknowledges that the Software may contain third-party components and may be subject to third-party licence terms. The Customer shall comply with any such terms notified by ABC Service.

5.4. ABC Service may suspend, withdraw or update Software (including pushing updates) where reasonably necessary for security, stability, compliance, or operational reasons.

6. EQUIPMENT

6.1. Equipment remains the property of ABC Service and/or the relevant Service Provider at all times unless otherwise agreed in writing. Title to Equipment does not transfer to the Customer by reason of installation, possession or use.

6.2. The Customer shall:

• 6.2.1. use Equipment only for the purposes of receiving the Services and in accordance with any instructions provided by ABC Service and/or the relevant Service Provider;
• 6.2.2. keep Equipment safe and secure and protect it from loss, damage, theft, misuse and unauthorised access;
• 6.2.3. not sell, assign, charge, encumber, dispose of or otherwise deal with Equipment;
• 6.2.4. not tamper with, modify, repair, open, interfere with, relocate or move Equipment (or permit anyone else to do so) without ABC Service’s prior written consent;
• 6.2.5. ensure that the premises, environment, power supply, internal wiring, network, and Customer Equipment are suitable for the installation and operation of the Services and Equipment; and
• 6.2.6. provide ABC Service, the Service Provider and their agents/engineers with timely, safe and unobstructed access to the Customer’s premises (and to any required risers, comms cupboards, ducts, cabinets and demarcation points) for installation, inspection, maintenance, upgrades, fault diagnosis, replacement and recovery of Equipment.

6.3. The Customer shall not remove or obscure any labels, serial numbers or markings on Equipment.

6.4. Risk in Equipment passes to the Customer on delivery/installation (as applicable) and remains with the Customer until the Equipment is returned to ABC Service (or the relevant Service Provider) and received in good condition (fair wear and tear excepted). The Customer is responsible for any loss of or damage to Equipment (including accidental damage) except to the extent caused by ABC Service’s negligence.

6.5. The Customer shall notify ABC Service promptly if any Equipment is lost, stolen or damaged. ABC Service may charge the Customer the replacement or repair cost (and any associated delivery/installation costs) where applicable.

6.6. The Customer shall not connect any equipment or device to the network or Equipment which is not approved and/or which could cause harm, interference, degradation, security issues or non-compliance with Applicable Law.

6.7. On termination or expiry of the relevant Service (or on ABC Service’s request), the Customer shall promptly return all Equipment to ABC Service (or as directed) in good working order (fair wear and tear excepted). If the Customer fails to return Equipment, ABC Service may charge the Customer for the replacement cost.

6.8. Nothing in this Agreement obliges ABC Service to provide Equipment unless specified in a Service Order or Service Schedule.

7. CHARGES AND PAYMENT

7.1. The Customer shall pay all Charges for the Services in accordance with the relevant Service Order, Service Schedule and this Agreement. Unless otherwise stated: line rentals and recurring charges are invoiced in advance and usage-based charges are invoiced in arrears.

7.2. Payment Terms: All invoices are due for payment within seven (7) days of the date of the invoice, without set-off, counterclaim, deduction or withholding (except where required by law).

7.3. All Charges are exclusive of VAT unless otherwise stated. VAT (and any other applicable taxes or duties) shall be added at the prevailing rate.

7.4. ABC Service may require the Customer to pay a Deposit and/or provide other security (such as a guarantee or advance payments) at any time, including before providing Services, where ABC Service reasonably considers it necessary (for example following a credit check, where payment history indicates a risk, where usage increases unexpectedly, or where a Service Provider requires it). ABC Service may suspend or delay provision of Services until the Deposit/security is provided.

7.5. ABC Service may conduct credit checks (and may use third party credit reference agencies) in relation to the Customer and may repeat such checks from time to time. The Customer shall provide such information as ABC Service reasonably requests for credit assessment and ongoing account management.

7.6. Without prejudice to any other rights or remedies, ABC Service may charge interest on overdue amounts at a rate of 8% per annum above the Bank of England Base Rate, accruing on a daily basis from the due date until payment in full (whether before or after judgment).

7.7. If the Customer disputes an invoice, the Customer shall notify ABC Service in writing within fourteen (14) days of the invoice date, providing reasonable details of the dispute. The Customer shall pay all undisputed amounts by the due date. The parties shall use reasonable endeavours to resolve disputes promptly.

7.8. ABC Service may increase Charges by giving at least thirty (30) days’ notice, particularly where Service Provider costs, wholesale rates, regulatory fees, taxes, or third-party charges increase, or where the Customer requests changes to the Services.

8. USE OF THE SERVICES

8.1. The Customer shall (and shall ensure that all Users shall) use the Services in accordance with this Agreement, the Acceptable Use Policy, and all Applicable Law.

8.2. The Customer is responsible for:

• 8.2.1. all use of the Services under the Customer’s Account (including use by Users);
• 8.2.2. maintaining the confidentiality and security of any usernames, passwords, authentication credentials and admin access;
• 8.2.3. ensuring that Users are informed of and comply with this Agreement and the Acceptable Use Policy; and
• 8.2.4. all content, data and communications transmitted or made available using the Services.

8.3. Prohibited Activities. The Customer shall not (and shall not allow any User or third party to) use the Services (or permit the Services to be used) in any way that:

• 8.3.1. is unlawful, fraudulent, dishonest, misleading, defamatory, obscene, indecent, offensive, menacing or abusive;
• 8.3.2. breaches any third-party rights (including Intellectual Property Rights) or any duty of confidentiality;
• 8.3.3. is used to send, facilitate or distribute unsolicited bulk communications, spam or scam communications (including email, SMS, messaging apps or robocalls), or to conduct phishing or other social engineering attacks;
• 8.3.4. introduces malware, viruses, worms, trojans, ransomware or any other malicious code or harmful component;
• 8.3.5. attempts to gain unauthorised access to any network, system, account, data, or to probe, scan or test the vulnerability of any system without authorisation;
• 8.3.6. interferes with, disrupts or degrades the Services, any network, or any other customer’s use, including denial of service attacks or excessive, abnormal or automated usage that adversely impacts the network;
• 8.3.7. causes (or is likely to cause) annoyance, inconvenience or anxiety to any person, including through harassment, nuisance calls, silent calls, or misuse of CLI;
• 8.3.8. disguises, suppresses, spoofs or manipulates the origin of communications or CLI in a manner that is unlawful or misleading, or otherwise breaches Applicable Law or Ofcom requirements (including where emergency service access or traceability may be affected);
• 8.3.9. resells, re-brokers or provides the Services to any third party (including as a bureau service) unless expressly permitted in writing by ABC Service in the relevant Service Order or Service Schedule;
• 8.3.10. uses the Services in a manner that could expose ABC Service or any Service Provider to liability, regulatory action, sanctions, investigation, or reputational harm; or
• 8.3.11. uses the Services for any purpose not reasonably intended by the applicable Service Schedule.

8.4. ABC Service may request that the Customer promptly stops any activity that ABC Service reasonably considers may breach this Clause 8, the Acceptable Use Policy, or Applicable Law. The Customer shall promptly comply.

8.5. The Customer shall cooperate with ABC Service in investigating suspected misuse, including providing reasonable information and assistance, subject to Applicable Law.

9. SUSPENSION

9.1. ABC Service may suspend (in whole or in part) the Services, any Service, and/or the Customer’s access to the Services immediately on notice (or without notice where reasonably necessary) if:

• 9.1.1. the Customer fails to pay an undisputed invoice by the due date and/or exceeds any credit limit notified by ABC Service;
• 9.1.2. ABC Service reasonably believes the Services are being used in breach of Clause 8, the Acceptable Use Policy or Applicable Law;
• 9.1.3. suspension is required to comply with Applicable Law or an instruction/order from a competent authority, emergency services, or a regulator (including Ofcom);
• 9.1.4. Emergency Maintenance is required;
• 9.1.5. ABC Service reasonably believes there is a security incident, fraud, or a risk to the network, the Services, other customers, or the integrity of systems; or
• 9.1.6. the Customer fails to provide a requested Deposit or security under Clause 7.4.

9.2. Where reasonably practicable, ABC Service will give the Customer notice of the suspension and the reason(s). ABC Service will restore the Services as soon as reasonably practicable once the grounds for suspension have been remedied or cease to apply.

9.3. Suspension does not affect the Customer’s obligation to pay Charges which continue to accrue during the period of suspension (unless otherwise required by Applicable Law or stated in the applicable Service Schedule).

10. MAINTENANCE AND FAULT REPAIR

10.1. ABC Service will maintain a help desk during Normal Business Hours unless otherwise stated in a Service Schedule.

10.2. Faults must be reported via the official support channels (email: support@abcservice.co.uk or phone: 01822 613154) or via any other channel notified by ABC Service.

10.3. Scheduled Maintenance: ABC Service may carry out scheduled maintenance. Where reasonably practicable, ABC Service will provide at least twenty-four (24) hours’ notice of scheduled maintenance that may affect the Services.

10.4. Emergency Maintenance: ABC Service (and/or any Service Provider) may carry out Emergency Maintenance at any time and may do so without prior notice where notice is not reasonably practicable. ABC Service will use reasonable endeavours to minimise disruption.

8. LIMITATION OF LIABILITY

8.1. Nothing in this Agreement excludes liability for death or personal injury caused by negligence, or for fraud.
8.2. SPECIFIC DISCLAIMER: Under no circumstances shall ABC Service be liable to you for any damages, including without limitation any damages for lost profits or business, loss of goodwill, interruption of business, or for any exemplary, punitive, special, indirect, incidental, consequential or special damages, regardless of whether such claim arises under any theory of tort, advice, contract, strict liability or otherwise and regardless of whether ABC Service is advised of the possibility of any such damages.
8.3. ABC Service shall not be liable for any failure to provide the Services due to faults in third-party networks or power failures at the Customer's premises.

9. SUSPENSION OF SERVICE

9.1. ABC Service may suspend Services if:

• 9.1.1. The Customer fails to pay an undisputed invoice within the 7-day term;
• 9.1.2. A credit limit is exceeded;
• 9.1.3. It is required to comply with an order from a government or regulatory body;
• 9.1.4. Emergency maintenance is required.

11. INTELLECTUAL PROPERTY RIGHTS

11.1. All Intellectual Property Rights in and to the Services (including any Software, documentation, processes, know-how and any improvements or developments) and all Trade Names are and shall remain owned by or licensed to ABC Service and/or its licensors and/or Service Providers.

11.2. Except as expressly stated in this Agreement, the Customer is not granted any right, title or interest in or to the Intellectual Property Rights of ABC Service (or its licensors/Service Providers).

11.3. The Customer shall not remove, alter or obscure any Trade Names or proprietary notices on or in connection with the Services, Software or Equipment.

12. INDEMNITIES

12.1. The Customer shall indemnify, defend and hold harmless ABC Service from and against all losses, liabilities, damages, costs and expenses (including reasonable legal fees) suffered or incurred by ABC Service arising out of or in connection with:

• 12.1.1. any breach by the Customer or any User of this Agreement, the Acceptable Use Policy, or Applicable Law;
• 12.1.2. any misuse of the Services, including Prohibited Activities;
• 12.1.3. any content, data or communications transmitted, stored, processed or made available by the Customer or any User using the Services; and/or
• 12.1.4. any claim by a third party (including a regulator) arising from the Customer’s or any User’s acts or omissions in connection with the Services.

12.2. ABC Service will: (a) notify the Customer reasonably promptly of any claim subject to indemnity, (b) allow the Customer (at the Customer’s cost) to control the defence and settlement of the claim (subject to ABC Service’s reasonable consent to any settlement which imposes any obligation or admission on ABC Service), and (c) provide reasonable assistance at the Customer’s cost.

13. LIMITATION OF LIABILITY

13.1. Nothing in this Agreement excludes or limits any liability which cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation.

13.2. SPECIFIC DISCLAIMER: Under no circumstances shall ABC Service be liable to you for any damages, including without limitation any damages for lost profits or business, loss of goodwill, interruption of business, or for any exemplary, punitive, special, indirect, incidental, consequential or special damages, regardless of whether such claim arises under any theory of tort, advice, contract, strict liability or otherwise and regardless of whether ABC Service is advised of the possibility of any such damages.

13.3. Subject to Clause 13.1 and Clause 13.2, ABC Service shall not be liable for any failure to provide the Services due to faults in third-party networks, outages, failures or acts/omissions of Service Providers, or power failures at the Customer's premises.

14. FORCE MAJEURE

14.1. Neither party shall be liable for any delay or failure in performance resulting from events, circumstances or causes beyond its reasonable control, including acts of God, flood, drought, earthquake, extreme weather, war, terrorism, civil commotion, strikes or other industrial action (other than of the affected party’s workforce), epidemics/pandemics, failure of public or private telecommunications networks, or failure or interruption of utilities.

14.2. The affected party shall, where reasonably practicable, notify the other party of the Force Majeure event and take reasonable steps to mitigate its effects.

15. TERMINATION

15.1. Following the expiry of the Initial Term, either party may terminate this Agreement (and/or any Service, where applicable) by giving at least seven (7) days’ written notice, provided that such notice does not expire before the end of any applicable Service Minimum Period.

15.2. ABC Service may terminate this Agreement immediately by notice in writing if:

• 15.2.1. the Customer commits a material breach of this Agreement and (where the breach is capable of remedy) fails to remedy that breach within fourteen (14) days of being notified in writing to do so;
• 15.2.2. the Customer fails to pay any undisputed amount due under this Agreement within seven (7) days of receiving a written reminder from ABC Service; or
• 15.2.3. the Customer suffers an Insolvency Event.

15.3. For the purposes of this Agreement, an “Insolvency Event” means that the Customer: (a) is unable to pay its debts as they fall due, (b) enters into liquidation, administration, receivership, a CVA or any arrangement with creditors, (c) has a petition presented for its winding up or an administrator appointed, or (d) ceases or threatens to cease carrying on business.

16. CONSEQUENCES OF TERMINATION

16.1. On termination or expiry of this Agreement or any Service for any reason:

• 16.1.1. the Customer shall immediately pay all outstanding Charges and any other sums due to ABC Service (including any applicable early termination charges);
• 16.1.2. the Customer shall cease using the Services and (where applicable) the Software, and shall ensure that all Users cease using them;
• 16.1.3. clauses which by their nature are intended to survive termination shall continue in force (including clauses relating to Charges, confidentiality, intellectual property, limitation of liability, and dispute resolution); and
• 16.1.4. the Customer shall return Equipment in accordance with Clause 6.7.

16.2. Transition assistance: Where reasonably requested by the Customer, ABC Service will provide reasonable cooperation to support a transition to an alternative provider (for example, providing information reasonably required for porting or migration), subject to:

• 16.2.1. the Customer paying all outstanding Charges; and
• 16.2.2. the Customer paying ABC Service’s reasonable time and costs for such assistance, where applicable.

16.3. Early termination fees: If the Customer terminates a Service (or this Agreement where it affects a Service) before the end of the applicable Service Minimum Period (or if ABC Service terminates due to the Customer’s breach), the Customer shall pay an early termination fee. Unless otherwise stated in the Service Schedule, the early termination fee shall be the lesser of:

• 16.3.1. ABC Service’s costs and losses (including costs payable to any Service Provider) plus a reasonable profit margin; or
• 16.3.2. 80% of the Charges that would have been payable for the remainder of the Service Minimum Period.

17. CONFIDENTIAL INFORMATION & DATA PROTECTION

17.1. Each party shall keep the other party’s Confidential Information confidential and shall not disclose it to any third party except:

• 17.1.1. to its employees, officers, representatives, contractors, subcontractors, professional advisers, insurers and Service Providers who need to know it for the purposes of performing obligations under this Agreement, provided that the disclosing party ensures such persons are bound by confidentiality obligations no less protective than those in this Agreement; or
• 17.1.2. as required by Applicable Law, a court of competent jurisdiction, or any governmental or regulatory authority.

17.2. This Clause 17 does not apply to information which: (a) is or becomes publicly available other than through breach of this Agreement, (b) was lawfully in the receiving party’s possession before disclosure, (c) is lawfully disclosed to the receiving party by a third party without restriction, or (d) is independently developed without use of the disclosing party’s Confidential Information.

17.3. Data Protection: Each party shall comply with Data Protection Legislation. Where ABC Service processes personal data on behalf of the Customer as a processor, the parties shall ensure that appropriate processor terms are in place as required by Data Protection Legislation (which may be set out in a separate data processing addendum or within a Service Schedule).

17.4. ABC Service’s privacy information (including its Privacy Policy) is available on the Website and explains how ABC Service processes personal data as a controller.

18. ASSIGNMENT

18.1. The Customer may not assign, transfer, charge, subcontract or deal in any other manner with any of its rights or obligations under this Agreement without ABC Service’s prior written consent.

18.2. ABC Service may assign, transfer, charge or deal in any other manner with its rights and obligations under this Agreement and may subcontract and/or use Service Providers to perform its obligations.

19. ESCALATION & DISPUTE RESOLUTION

19.1. If the Customer has a complaint or dispute relating to the Services, the Customer should first contact ABC Service using the complaints and escalation procedure set out in ABC Service’s Code of Practice (as updated from time to time).

19.2. ABC Service will use reasonable endeavours to investigate and resolve complaints in a fair and timely manner.

19.3. If the complaint or dispute cannot be resolved, ABC Service may issue a “deadlock” letter (or other equivalent notification) confirming that the matter is deadlocked.

19.4. If the complaint remains unresolved for eight (8) weeks from the date the complaint was first raised, or if a deadlock letter has been issued, the Customer may refer the complaint to the Office of the Telecommunications Ombudsman (OTELO) (also known as the Communications Ombudsman), as an Ofcom-approved Alternative Dispute Resolution scheme, in accordance with the scheme’s rules. Details of how to refer a complaint (and eligibility requirements) will be provided in ABC Service’s Code of Practice and/or on request.

20. ANTI-BRIBERY

20.1. The Customer shall comply with the Bribery Act 2010 and shall ensure that it (and any persons associated with it) do not offer, promise, give, request, agree to receive, or accept any bribe or other improper advantage in connection with this Agreement.

21. GENERAL PROVISIONS

21.1. Variations: No variation of this Agreement shall be effective unless it is in writing and signed by authorised representatives of both parties, except that ABC Service may update this Agreement where required to comply with Applicable Law, regulatory requirements or Service Provider terms, or to reflect changes to Services, provided that ABC Service will give reasonable notice of material changes (for example by email or by posting an updated version on the Website). If the Customer does not agree to a material change, the Customer may terminate the affected Service on notice (subject to any Service Minimum Period and Applicable Law).

21.2. Entire Agreement: This Agreement and the relevant Service Schedules and Service Orders constitute the entire agreement between the parties and supersede all prior agreements, understandings and arrangements relating to their subject matter.

21.3. Notices: Notices under this Agreement shall be in writing and may be delivered by hand, pre-paid first-class post, or email to the addresses set out in the Service Order (or such other address as a party notifies to the other in writing). Notices are deemed received: (a) if delivered by hand, on signature of a delivery receipt, (b) if posted, at 09:00 on the second Business Day after posting, and (c) if sent by email, at the time of transmission provided no delivery failure notification is received.

21.4. Waiver: A waiver of any right or remedy is effective only if given in writing and shall not be deemed a waiver of any subsequent breach or default.

21.5. Severance: If any provision (or part-provision) of this Agreement is held to be invalid, illegal or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, legal and enforceable. If such modification is not possible, the relevant provision (or part-provision) shall be deemed deleted. Any modification or deletion shall not affect the validity and enforceability of the rest of this Agreement.

21.6. Governing Law and Jurisdiction: This Agreement is governed by the laws of England and Wales and the parties submit to the exclusive jurisdiction of the English Courts.

11. INTELLECTUAL PROPERTY

11.1. All Intellectual Property Rights in the Services and any software provided remain the property of ABC Service or its licensors.
11.2. The Customer is granted a non-exclusive, non-transferable licence to use such software solely for the purpose of receiving the Services.

12. FORCE MAJEURE

12.1. Neither party shall be liable for any delay or failure in performance resulting from acts beyond their reasonable control, including acts of God, war, terrorism, strikes, or failures in third-party telecommunications networks.

13. ANTI-BRIBERY

13.1. The Customer shall comply with the Bribery Act 2010 and ensure that no person associated with it offers or accepts any bribe in connection with this Agreement.

14. DISPUTE RESOLUTION AND CODE OF PRACTICE

14.1. If a dispute arises, the parties shall follow ABC Service’s internal complaints procedure as set out in its Code of Practice.
14.2. If a dispute remains unresolved after eight weeks, or if "deadlock" is reached, the Customer may refer the matter to the Communications Ombudsman (OTELO).

15. TERMINATION

15.1. Either party may terminate this Agreement by giving thirty (30) days’ written notice, provided such notice does not expire before the end of any Service Minimum Period.
15.2. ABC Service may terminate this Agreement immediately if the Customer enters into an Insolvency Event or commits a material breach.
15.3. Upon termination by the Customer before the end of a Service Minimum Period, the Customer shall pay an Early Termination Charge equal to 80% of the remaining Charges due for the balance of the Service Minimum Period.

16. GENERAL

16.1. Assignment: The Customer may not assign this Agreement without prior written consent. ABC Service may sub-contract its obligations.
16.2. Entire Agreement: This Agreement and the relevant Service Schedules constitute the entire agreement between the parties.
16.3. Variations: ABC Service reserves the right to vary these terms. Updated versions will be posted on the ABC Service website.
16.4. Severance: If any provision is held to be invalid, the remaining provisions shall continue in full force.
16.5. Governing Law: This Agreement is governed by the laws of England and Wales and the parties submit to the exclusive jurisdiction of the English Courts.

Broadband Services Schedule

This Broadband Services Schedule (the "Schedule") is subject to the terms of the Master Services Agreement (Telecoms & Connectivity) between ABC Service ("ABC Service", "we", "us") and the Client ("you", "your").

Updated 30 March 2026

1. Definitions and Interpretation

1.1. In this Schedule, the following expressions shall have the following meanings:

• "Activation Charge" means the one-off fee for the connection and setup of the Service.
• "ADSL" means Asymmetric Digital Subscriber Line.
• "AUP" means the Acceptable Use Policy set out in Appendix 1 of this Schedule.
• "Business Day" means Monday to Friday, 09:00 to 17:30, excluding UK Bank Holidays.
• "Care Level" means the repair and response time commitment chosen by the Client (Standard or Enhanced).
• "DSL Service" means ADSL, FTTC, SOGEA, or FTTP services as applicable.
• "FTTC" means Fibre to the Cabinet.
• "FTTP" means Fibre to the Premises (Full Fibre).
• "LLU" means local loop unbundling, being the provision of broadband services using unbundled copper lines and/or unbundled infrastructure by a third-party operator.
• "SOGEA" means Single Order Generic Ethernet Access (Broadband without a voice line).
• "Service Provider" or "Wholesale Provider" means the third-party network operators utilised by ABC Service, including but not limited to Openreach (BT), CityFibre, TalkTalk Business, and Vodafone.
• "Service Minimum Period" means (i) for ADSL and for migrated FTTC/FTTP services, one (1) month; and (ii) for new FTTC/FTTP provisions, twelve (12) months, in each case as further specified in the Order Form.
• "User" means any individual authorised by the Client to use the Services.

2. Relationship to Master Agreement

2.1. This Schedule forms part of the Agreement between ABC Service and the Client. In the event of any conflict between this Schedule and the Master Services Agreement, this Schedule shall prevail in relation to Broadband Services.

2.2. The Client acknowledges that ABC Service provides the Services using wholesale infrastructure provided by third-party Wholesale Providers. Consequently, the provision of Services is subject to the technical limitations and operational performance of such Wholesale Providers.

3. Commencement and Duration

3.1. This Schedule commences on the date of signature and continues until terminated in accordance with the Master Services Agreement.

3.2. Service Minimum Periods:

• FTTC / SOGEA / FTTP: New provisions carry a Service Minimum Period of 12 months (or as otherwise specified in the Order Form).
• Migrated Services: Services migrated to ABC Service from another provider carry a Service Minimum Period of 1 month, unless a new contract term is agreed upon as part of a promotional offer or hardware provision.
• Termination: If you terminate the Service before the end of the Service Minimum Period, you will be liable for the remaining charges for the balance of that period.

4. Service Provision and Limitations

4.1. Service Description: ABC Service provides ADSL, FTTC (including SOGEA where applicable), and FTTP connectivity services (each a "DSL Service") to business Clients using wholesale networks and infrastructure provided by one or more Wholesale Providers (which may include Openreach (BT), CityFibre and other third-party network operators). Availability, performance characteristics, installation methods and lead times will vary depending on the Wholesale Provider and the access technology available at your premises.

4.2. Availability: All Services are subject to survey and availability at the Client’s premises. ABC Service uses an "Availability Checker" to provide estimates, but these are not guarantees of speed or availability until the Service is active.

4.2. Demarcation Point: ABC Service is responsible for the Service up to the network termination point (NTP) or the provided router. Internal wiring beyond the NTP is the Client’s responsibility unless otherwise agreed in writing.

4.3. Shared Lines / Line Rental: Where the Service is delivered over or depends on a shared copper access line (a "Shared Line") (for example, certain ADSL or FTTC variants), the Client must maintain (at its own cost) a suitable BT/Wholesale exchange line (or equivalent) in service for the duration of the Service. For SOGEA and FTTP, no separate line rental is typically required.

4.4. Throughput Speeds: Quoted speeds are "up to" and represent the maximum possible synchronization rate. Actual throughput may vary due to line length, quality, network congestion, and the Client’s internal network configuration.

5. Support and Fault Management

5.1. Support Services (Help Desk): ABC Service provides English language support via:

• Email: support@abcservice.co.uk
• Phone: 01822 613154
• Hours: Business Days, 09:00 to 17:30.

5.2. Maintenance Events and Proactive Notifications: We may carry out scheduled or emergency maintenance that could affect the Service. Where reasonably possible, we will provide advance notice of scheduled maintenance and will aim to keep impact to a minimum. Scheduled and emergency maintenance events (in total) will not exceed three (3) hours in any calendar month. We may also issue proactive notifications about known incidents, maintenance, and service-affecting risks where we reasonably believe you may be impacted.

5.3. Fault Reporting Process: Faults must be reported to our help desk by email or phone during Help Desk hours. You should provide (where available) circuit details, impact description, fault start time, contact details, and access arrangements. Before reporting a fault, the Client must perform basic first-line diagnostics (e.g., power-cycling equipment, checking internal cables).

5.4. Fault Priority Levels and Targets: ABC Service assigns faults to one of the following priority levels and targets initial assignment within one (1) Business Hour of receipt of a fault report during Help Desk hours. Resolution targets are subject to the Care Level purchased, the Wholesale Provider’s processes and diagnostics requirements, and any factors outside our reasonable control. The target resolution times are as follows (Standard vs Enhanced): Critical (4 hours), High (40 hours Standard / 20 hours Enhanced), Medium (40 hours Standard / 20 hours Enhanced), Low (40 hours Standard / 20 hours Enhanced).

5.5. Engineer Charges: If an engineer is dispatched to the Client’s premises and the fault is found to be caused by the Client’s equipment, internal wiring, or no fault is found ("No Fault Found"), the Client will be liable for the Wholesale Provider's call-out charges plus an administrative fee.

6. Service Availability and Credits

6.1. Target Availability: ABC Service aims to provide a monthly Service availability of 99.7%.

6.2. Exclusions: Availability calculations exclude:

• Scheduled or Emergency Maintenance (where notice has been provided where possible).
• Faults caused by the Client’s hardware or third-party software.
• Force Majeure events.
• Suspension of service due to non-payment or AUP violations.

6.3. Service Credits: ABC Service will pass on service credits only where (and to the extent that) such credits are actually recovered by ABC Service from the relevant Wholesale Provider (e.g., Openreach, CityFibre or another operator) in respect of the affected Service. ABC Service does not offer additional independent service credits.

7. Charges and Payment

7.1. Billing: Monthly Recurring Charges (MRC) are billed in advance. Variable charges (usage-based or one-offs) are billed in arrears.

7.2. Payment Terms: Payment is due within 7 days of the invoice date.

7.3. Price Adjustments: ABC Service reserves the right to pass on any cost increases mandated by Wholesale Providers (e.g., annual RPI/CPI increases) by providing 30 days' notice.

7.4. 4G Router Backup (Failover): Where ABC Service provides a 4G router backup service (or similar mobile data failover) as a resilience or failover solution, the Service will not be considered "unavailable" for the purposes of this Schedule while the backup/failover connection is active and providing connectivity (even if performance is reduced). Consequently, standard Monthly Recurring Charges remain due and payable in full. However, ABC Service may, at its sole discretion, apply a reasonable pro‑rata reduction to the applicable service fee for the period during which failover is in use, but the Client is not exempt from payment.

8. Limitation of Liability (Broadband Services)

8.1. This clause applies in addition to (and does not limit) any exclusions and limitations set out in the Master Services Agreement. Nothing in this Schedule excludes or limits any liability which cannot be excluded or limited under applicable law.

8.2. Subject to clause 8.1, ABC Service shall not be liable to the Client (whether in contract, tort (including negligence), breach of statutory duty, misrepresentation, restitution or otherwise) for any: (a) loss of profits; (b) loss of revenue; (c) loss of anticipated savings; (d) loss of business; (e) loss of goodwill; (f) loss of data or corruption of data; (g) business interruption; (h) loss arising from or in connection with any delay, missed appointments, inability to use the Service, or loss of connectivity; or (i) any indirect or consequential loss or damage, in each case howsoever arising and even if such loss or damage was foreseeable or ABC Service had been advised of the possibility of such loss or damage.

9. Ofcom Compliance

9.1. This Schedule and the provision of the Services are intended to operate in accordance with applicable Ofcom General Conditions of Entitlement and all other applicable laws and regulatory requirements. Where required, we will provide information about your rights, complaints handling and escalation routes, and any applicable alternative dispute resolution (ADR) arrangements as set out in (or referenced by) the Master Services Agreement.

9.2. If any provision of this Schedule is found to conflict with mandatory requirements under the Ofcom General Conditions, then (to the extent of that conflict) the mandatory requirements shall apply and the remainder of this Schedule shall continue in full force and effect.

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Appendix 1: Acceptable Use Policy (AUP)

1. General Principles

The ABC Service network must be used in a manner that is lawful and does not degrade the service for others. Use of the Service constitutes acceptance of this AUP.

2. Prohibited Activities

You must not use the Service to:

• Use the Service for any unlawful purpose, or to transmit or store any material that is unlawful, threatening, abusive, or defamatory.
• Engage in any activity that violates the intellectual property rights of others.
• Distribute viruses, malware, spyware, or other malicious code, or engage in Denial of Service (DoS) attacks or other activities intended to disrupt networks or services.
• Send, facilitate, or knowingly permit unsolicited bulk email ("Spam"), email harvesting, list washing, or similar abusive messaging practices.
• Attempt to gain unauthorised access to any computer system or network, including port scanning or probing without permission.
• Operate open mail relays, open proxies, or compromised services which result in abuse, spam, or security incidents.
• Use the Service in a way that materially interferes with, degrades, or harms the network, the Wholesale Provider’s network, or other users’ ability to use services.

3. Bulk Email

For the purposes of this AUP, "Bulk Email" means sending more than 50 emails per 5-minute period (whether directly or via scripts, automated tools, applications or relays). The use of the Service for Bulk Email is strictly prohibited. Use of dedicated SMTP relay services is recommended for legitimate business bulk mail.

4. Excessive Usage

While many plans are marketed as "unlimited," they are subject to fair use and the capabilities of the access technology and Wholesale Provider. If your usage is excessive or abnormal and adversely impacts the network or other users, ABC Service reserves the right to:

• Apply reasonable traffic management to your connection.
• Request that you migrate to a higher-capacity service.
• Charge for excessive data transfer where your tariff permits.

Where an "unlimited" plan is subject to an explicit fair use allowance, this will be stated on the Order Form. Unless otherwise stated in the Order Form, for legacy ADSL/FTTC "unlimited" plans the fair use allowance is 100GB per billing month. If you consistently exceed 100GB per billing month, ABC Service may require you to change tariff and/or migrate to a higher-capacity service or carrier product (including where required by the Wholesale Provider), and may apply reasonable traffic management in the interim; usage beyond 100GB may be treated as excessive usage for the purposes of this AUP.

5. Security

The Client is responsible for maintaining the security of their internal network, including Wi-Fi passwords and firewall configurations. Any breach of security originating from the Client’s IP address will be treated as a breach by the Client.

6. Consequences of Breach

Violation of this AUP may result in:

• A formal warning.
• Immediate temporary suspension of Service.
• Termination of the Agreement for cause without refund.

VoIP Services Schedule

This VoIP Services Schedule (the "Schedule") is an addendum to the Master Services Agreement ("MSA") between ABC Service ("ABC Service", "we", "us") and the Client ("you"). This Schedule sets out the specific terms and conditions under which ABC Service provides Voice over Internet Protocol (VoIP) and related telephony services.

Updated 30 March 2026

1. Definitions and Interpretation

1.1. In this Service Schedule, the following expressions shall have the following meanings:

• "Artificial Inflation of Traffic": Any situation where Calls are made, generated, or prolonged for the direct or indirect benefit of any entity, resulting in calling patterns disproportionate to good faith usage or reasonable commercial practice.
• "Call": A signal, message, or communication (silent, visual, text, data, or spoken) conveyed via the Service.
• "CLI" (Caller Line Identity): The identity/telephone number of the calling party.
• "CDRs" (Call Data Records): Electronic records of Calls processed for billing and information purposes.
• "Emergency Call": A Call to emergency services made by dialling 999 or 112.
• "General Conditions": Ofcom’s General Conditions of Entitlement as amended from time to time.
• "Minimum Term": The initial period for the Services as specified in the Service Order or Quote. For the avoidance of doubt, the Minimum Term for all VoIP Services is 12 months.
• "Order Form": The online order form (or equivalent online checkout/order confirmation) provided by ABC Service for ordering the Services. Signing/submitting the online Order Form constitutes acceptance of and agreement to be bound by the MSA and this Schedule.
• "Rate Card": The list of charges and rates per minute for Traffic as published on the ABC Service website or provided to the Client.
• "Services": The wholesale communications services supplied by ABC Service, including but not limited to SIP Trunks, Hosted VoIP, and Number Porting.
• "Traffic": The data or voice signals transmitted via the Carrier Network.

2. Provision of Services

2.1. ABC Service shall provide the Services to the Client on a non-exclusive basis, using reasonable endeavours to maintain Service availability 24 hours a day, 365 days a year, subject to maintenance, planned downtime, third-party network availability, and the terms of the MSA.

2.1A. Contract Term (VoIP): The contract term for all VoIP Services is 12 months (the Minimum Term), unless otherwise agreed in writing.

2.1B. Contract Acceptance (Online Order Form): By signing/submitting the online Order Form, you accept the Order Form, the MSA, and this Schedule, and a binding contract is formed.

2.1C. Cancellation Period (Cooling-Off Window): You may cancel your VoIP order by written notice within 24 hours of receipt of the Order Form (or, if the Order Form is received on a Friday, until the following Monday). After this period, standard termination provisions apply and early termination charges may be payable in accordance with this Schedule and/or the MSA.

2.1C1. Order Acceptance & Lead Times: Acceptance of an order by ABC Service is only confirmed once we begin the provisioning process after the initial 24-hour cancellation window. Standard lead times for service provisioning and number porting are typically 7–14 working days, but may be longer depending on your current provider(s), wholesaler processes, and applicable Ofcom rules.

2.1D. Parent Platform: The Services are powered by the "eve" parent platform and are subject to the underlying service standards and technical limitations of that platform (and any upstream networks and suppliers used to deliver the Services). The "eve" platform is a digital service hosted in the UK.

2.1E. Features & Add-ons: Features, add-ons, and any relevant charges are as advertised on our website at: https://abcservice.co.uk/telecoms/digital-phones-voip/.

2.1F. Service Availability & Quality (Best Efforts): VoIP is a best efforts service and performance depends on factors outside our control, including your internet connection quality, available bandwidth, contention, latency, jitter, packet loss, local network configuration, and third-party provider performance. For best results, we recommend a dedicated, voice-optimised connection and appropriate network configuration (including QoS where applicable). You acknowledge that brief interruptions may occur for maintenance, upgrades, and operational reasons (including by us, the "eve" platform, and/or upstream suppliers).

2.2. Technical Specifications: ABC Service reserves the right to change technical specifications for operational, technical, security, or regulatory reasons. Where reasonably practicable and where such change is likely to materially affect the Client’s use of the Services, ABC Service will provide at least 30 days’ written notice.

2.3. VoIP Disclaimers and Service Limitations: The Client acknowledges and accepts that:

• VoIP services may not offer the same quality, resilience, or reliability as a conventional PSTN (analogue) phone line, and call quality may be affected by latency, jitter, packet loss, contention, and other IP-network characteristics.
• Services are dependent on factors outside our control, including (without limitation) the Client’s power supply, local network configuration, router/firewall settings, internet connectivity, and third-party ISP performance.
• In the event of a power failure or internet outage, the Service (including access to Emergency Services) will be unavailable.

2.4. Numbering (Number Allocation and Assignment): ABC Service holds the telephone number(s) on our systems and assigns the number(s) to the Client for the contract term.

2.4A. Number Portability: We will process requests for number portability in accordance with industry standards and Ofcom regulations. Porting in or out typically requires a valid Letter of Authority (LOA) and any other information or approvals reasonably required by us and/or the relevant losing/gaining provider. The Client may request to transfer (port) a number to another provider by contacting support@abcservice.co.uk.

2.4B. Porting Timescales; Third-Party Dependency: While we will use reasonable endeavours to facilitate ports, porting is dependent on third parties (including wholesalers and the losing/gaining provider). Accordingly, we cannot guarantee any particular port date or time, and port dates may change due to factors outside our control.

2.4C. Service Impact During Porting: The Client acknowledges that number porting may cause temporary loss of service, partial loss of functionality, and/or loss of access to features during the transfer process.

2.4D. Porting Out (Termination and Charges): The Client acknowledges and agrees that transferring/porting a number away ceases the relevant Service and triggers immediate payment of the remaining contract balance (including any early termination fees/charges) for the remainder of the 12-month Minimum Term for the ceased Service.

3. Emergency Calls (999/112)

3.1. Emergency Services Access (Internet and Power Required): VoIP relies on a working internet connection and electrical power (including power to your modem/router, switches/PoE, handsets, ATAs, PBX and any other relevant equipment). If either your internet connection or power fails, the Services (including 999/112 emergency calling) will not work and Emergency Calls cannot be made using the Services.

3.2. E999/112 Location Information (Customer Responsibility): The Client MUST provide and keep up-to-date the physical location (address) for each extension/user where required for emergency services database purposes (E999/112). The Client is responsible for promptly notifying ABC Service of any changes to extension/user location(s), and for ensuring that submitted location information is accurate, complete and current.

3.3. Conveyance of Emergency Calls (Best Efforts; Limitations): ABC Service will use reasonable endeavours to convey Emergency Calls to the relevant authorities, subject to the following:

• The Service is only available for numbers within the UK National Telephone Numbering Plan originating from the UK mainland.
• Power and Connectivity (No Outbound Calls During Power Loss): The Client must inform all End Users that the Services (including outbound calling and Emergency Calls) will not function if there is a loss of power to the Client’s premises, router, switch, PoE, handset, ATA, SIP device, PBX, or other equipment, or if there is a loss of internet connectivity. During such events, outbound calls (including emergency calls) are not possible.
• Location Accuracy (Caller Must Confirm Location): VoIP calls may not automatically convey the precise location of the caller. Calling parties must be prepared to verbally confirm their location to the emergency operator, and the Client must ensure End Users understand this requirement.

3.4. No Liability for Incorrect Location Data or Outages: ABC Service shall have no liability for any failure to connect an Emergency Call, or any failure to correctly identify caller location, where such failure results from (a) incorrect, incomplete, outdated or missing location information supplied by the Client, and/or (b) service outages, power failure, internet failure, congestion, or any circumstances beyond our control (including failures of third-party networks, wholesalers, or the "eve" platform).

4. Charges, Rates, and Payment

4.1. Billing Units: Calls are billed in one-second units, rounded up to the nearest £0.001 per call.
4.2. Rate Card Changes: ABC Service may vary the Rate Card at any time by giving the Client 24 hours’ notice (including by email and/or by updating the Rate Card on our website).
4.3. Payment Terms: Notwithstanding any other terms, all invoices for VoIP Services and Traffic are due for payment within 7 days of the invoice date.
4.4. Liability for Calls: The Client is liable for the cost of all Calls originating from their account or equipment, regardless of whether such Calls were authorised, including those resulting from "toll fraud" or unauthorised system access.
4.5. VAT (VoIP and FTTP/Broadband Services): All prices for VoIP and FTTP/Broadband Services are inclusive of VAT at the national VAT rate applicable in Great Britain, as these services are primarily supplied to businesses.

4.6. Service Credits & Downtime: While ABC Service aims for 99.9% uptime, we do not offer automatic service credits for minor downtime, intermittent issues, or scheduled maintenance. Any request for a credit must be made in writing to support@abcservice.co.uk within a reasonable time of the event and must include sufficient detail to allow us to investigate. Any credits (if any) are granted at the discretion of ABC Service.

5. Obligations of the Client

5.1. The Client shall ensure the Service is not used:

• For the transmission of offensive, abusive, indecent, or defamatory material.
• In any manner that constitutes Artificial Inflation of Traffic.
• To make Nuisance Calls or send "spam" (unsolicited bulk communications).
• In violation of CLI Guidelines or any Ofcom General Conditions.

5.2. The Client must maintain the security of their VoIP hardware and software (including passwords and SIP credentials) to prevent unauthorised usage.

5.3. Security & Fraud Prevention (Toll Fraud): The Client is solely responsible for the security of its network, VoIP devices, PBX/softphone applications, SIP credentials, passwords, call routing rules, voicemail, and any administrator accounts. ABC Service is not liable for any charges, losses, or liabilities arising from unauthorised access, compromise, or misuse of the Services (including "toll fraud"). The Client is advised to use strong unique passwords, restrict access to management interfaces, keep systems patched, and restrict or disable international calling (and other chargeable destinations/features) where not required.

5.4. Fault Reporting: The Client must report all faults and service issues via our helpdesk at support@abcservice.co.uk. Where a fault is caused by (or attributable to) the Client’s own local network, router/firewall, configuration, cabling, power, or internet provider (where not supplied by ABC Service), such issue is not covered by our support obligations under this Schedule and we may charge an Abortive Visit and/or Investigative Fee if we are asked to attend site or troubleshoot beyond reasonable remote checks.

6. Limitation of Liability

6.1. ABC Service does not guarantee a fault-free service. The Service is provided on a "best efforts" basis.
6.2. Excluded Damages: In no event shall ABC Service be liable to the Client or any third party for:

• Loss of profits or revenue;
• Loss of business or business interruption;
• Loss of anticipated savings;
• Loss of or corruption to data;
• Loss of goodwill;
• Loss of opportunity;
• Any indirect, consequential, special, exemplary, or incidental damages, regardless of the legal theory (contract, tort, negligence, misrepresentation, restitution, breach of statutory duty, strict liability, or otherwise), even if advised of the possibility of such damages.

6.2A. Under no circumstances shall ABC Service be liable to you for any damages, including without limitation any damages for lost profits or business, loss of goodwill, interruption of business, or for any exemplary, punitive, special, indirect, incidental, consequential or special damages, regardless of whether such claim arises under any theory of tort, advice, contract, strict liability or otherwise and regardless of whether ABC Service is advised of the possibility of any such damages.

6.2B. Service Dependency; Platform and Third-Party Networks: Without prejudice to clauses 6.1 to 6.2A, you acknowledge that the Services depend on third-party networks, wholesalers, and the "eve" platform. ABC Service is not liable for failures, delays, loss of service, or degradation in quality caused by (a) your internet connection, local network, equipment or configuration, (b) power failure at your premises, or (c) failures or performance issues of third-party suppliers, networks, or the "eve" platform, except to the extent caused by our breach of contract or negligence.

6.3. Our total liability under this Schedule is limited to the amount paid by the Client for the specific Service giving rise to the claim during the 12 months preceding the event.

7. Call Recording

7.1. Where call recording is provided, it is a "best effort" service. ABC Service does not guarantee that every call will be recorded or that recordings will be retained for any specific duration unless otherwise agreed in writing.

7.2. Add-on Services; Charges and Retention: Certain features and add-ons (including, without limitation, call recording, CRM integrations, and mobile apps available via the "eve" platform) may incur separate monthly costs and may be subject to different data storage and retention policies (particularly for call recordings). The Client is responsible for reviewing, configuring (where available), and managing retention settings and access controls, and for ensuring that retention aligns with the Client’s legal obligations (including under UK GDPR).

7.3. GDPR & Call Recording (Customer as Data Controller): If the Client enables or uses call recording, the Client is the Data Controller and is solely responsible for compliance with all applicable laws and guidance relating to call recording, including (without limitation) lawful basis, transparency/notification to call participants, handling of subject access requests, retention, security, and international transfers (if any). ABC Service and/or the "eve" platform provide the technical tool only; the Client remains responsible for compliance and for determining appropriate retention and storage practices.

7.4. The Client is solely responsible for ensuring that their use of call recording complies with all applicable laws, including the GDPR, Data Protection Act 2018, and the Investigatory Powers Act 2016.

8. Termination

8.1. Either party may terminate an individual VoIP Service by giving notice as specified in the Service Order, subject to the Minimum Term.

8.1A. Effect of Number Porting on Service and Charges: Without prejudice to clause 2.4D, where a number is ported away from ABC Service (whether by the Client or on the Client’s behalf), this will cease the relevant Service and the remaining contract balance becomes immediately due and payable.

8.1B. Equipment Return on Termination: If ABC Service provides any hardware (including, without limitation, IP phones, routers, ATAs, or other equipment) and such hardware is not purchased outright by the Client, it remains the property of ABC Service and must be returned to ABC Service in good working condition (fair wear and tear excepted) promptly upon termination or expiry of the relevant Service. The Client is responsible for taking reasonable care of any such equipment while in its possession and for returning it as instructed by ABC Service.

8.2. ABC Service may suspend or terminate the Service immediately if we suspect Artificial Inflation of Traffic, fraudulent use, or if the Client fails to pay any invoice within the 7-day payment period.

8.3. Fair Use Policy: The Services are intended for regular business use. The Client must not use (or allow the use of) the Services for automated dialling, continuous call forwarding, artificial inflation of traffic, call pumping, or any other use that is excessive, abnormal, or that negatively impacts the "eve" platform, other customers, or network performance. Breach of this clause may lead to suspension and/or termination of the Services (in whole or in part) with immediate effect.

8.4. Contract Renewal: At the end of the initial 12-month Minimum Term, the contract for the relevant VoIP Service will automatically renew on a rolling monthly basis unless the Client (a) gives 30 days’ written notice to terminate (to support@abcservice.co.uk or as otherwise set out in the Service Order), or (b) enters into a new fixed-term agreement with ABC Service.

9. Compliance

9.1. ABC Service and the Client shall comply with all relevant UK legislation and regulatory requirements applicable to the Services, including (without limitation) the Communications Act 2003, the Bribery Act 2010, UK data protection law (including the UK GDPR and the Data Protection Act 2018), and Ofcom’s General Conditions.
9.2. This Schedule shall be governed by and construed in accordance with the laws of England and Wales.

Sub-processor List

Last Updated: 4 April 2026

This Sub-processor List is maintained by ABC TP Ltd (trading as ABC Service) to provide transparency regarding the third-party service providers who may process personal data on behalf of our clients (the "Controllers") in the course of providing our IT support, hosting, telecoms, and business services.

Under the terms of our Data Processing Agreement (DPA), ABC Service engages the following sub-processors to assist in providing our specialist services. We ensure that each sub-processor listed below is subject to a written agreement that provides a level of data protection at least as high as that set out in our primary DPA.

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1. Infrastructure and Cloud Services

These sub-processors provide the core infrastructure for our managed IT and cloud solutions.

2. Telecoms and Connectivity

As a reseller of wholesale connectivity services, we engage these partners to provide broadband and VoIP infrastructure.

3. Business Operations and Administration

These providers assist in the day-to-day management of client accounts, billing, and technical support ticketing.

4. Logistics and Print Delivery

For our wide-format and digital printing services, we use these providers to deliver finished goods to clients across the UK.

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Updates to this List

ABC Service may update this Sub-processor List from time to time as our business and service offerings evolve. In accordance with our Data Processing Agreement:

1. Notification: We will notify our clients of any intended changes concerning the addition or replacement of sub-processors by updating this page or via direct communication.
2. Objections: Clients may object to the appointment of a new sub-processor on reasonable grounds relating to data protection by notifying ABC Service in writing within 14 days of the update.
3. Due Diligence: We conduct regular reviews of our sub-processors to ensure they maintain appropriate technical and organisational measures to protect the personal data they process.

For any questions regarding our sub-processors or data protection practices, please contact us at support@abcservice.co.uk.

Payments & Fees Policy

This Payments & Fees Policy ("Policy") outlines the terms and conditions regarding billing, payments, and credit for services provided by ABC TP Ltd (trading as ABC Service), located at 69 West Street, Tavistock, Devon, PL19 8AJ ("the Company"). By engaging our services or purchasing our products, you ("the Customer") agree to be bound by these terms.

Updated 30 March 2026

1. General Payment Terms

1.1. Standard payment terms for all invoices issued by ABC Service are seven (7) days from the date of the invoice, unless otherwise specified in writing.
1.2. Direct Debit is our preferred method of payment. We also accept payments via BACS and major Credit or Debit Cards upon receipt of an invoice.

2. New Customers and Credit Facilities

2.1. General rule: All new customers are required to pay for services and products up-front and in full at the time of order, unless an alternative arrangement has been formally agreed in writing by the Director.
2.2. Requests for "Payment on Invoice" or credit accounts will be evaluated based on the Customer’s previous purchase history. A minimum of one successful up-front purchase must be completed before business credit limits are considered.
2.3. Where a credit account is approved, the Company will set an initial credit limit taking into account previous purchases and payment history, and may increase, reduce, suspend, or withdraw the credit limit at its discretion based on payment performance and account activity.

3. Deposits and Project Payments

3.1. For any quote or invoice totaling £300.00 (inc. VAT) or more, a minimum deposit of 50% of the total value is required before any work commences or materials are ordered.
3.2. The remaining balance will be invoiced upon completion or delivery and is subject to the standard 7-day payment terms.

4. Dispatch and Fulfillment

4.1. No goods or hardware items will be dispatched or released to the Customer without (a) prior dealings with the Company and an established credit account, or (b) up-front payment in full.
4.2. For bespoke or high-value items, the Company reserves the right to withhold dispatch until funds have cleared in our bank account.

5. Late Payments and Interest

5.1. ABC Service reserves the right to charge interest on any late-paid invoices at a rate of 8% above the Bank of England base rate, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.
5.2. In addition to statutory interest, a late payment administration fee of £10.00 per week will be applied to the account for every week (or part of a week) the invoice remains unpaid.
5.3. All interest and administration fees will be added to the Customer’s account balance and must be cleared in full.

6. Arrears and Suspension of Service

6.1. If an account falls into arrears, ABC Service reserves the right to immediately suspend all ongoing work, technical support, and services (including hosting and telephony) and no further work will be carried out until the outstanding balance is paid in full.
6.2. The Company shall not be held liable for any loss of business or data resulting from a service suspension due to non-payment.
6.3. Accounts with excessive arrears or those failing to respond to consistent, reasonable payment requests will be referred to a third-party debt collection agency. The Customer will be liable for any additional costs incurred during the debt recovery process.

7. Cheque Payments

7.1. ABC Service does not generally accept cheques as a form of payment for goods or services.
7.2. At the Company’s discretion, an exception may be made for specific groups or registered charities. In such instances:

• A £2.50 surcharge will be applied per cheque to cover bank processing costs.
• No goods or services will be provided or released until the Company’s bank confirms the cheque has cleared successfully.
• If a cheque is returned unpaid (bounced), the Customer will be issued an additional invoice for any resulting bank charges plus VAT, and no further goods/services will be provided until all outstanding sums (including any applicable fees) are paid in cleared funds.

8. Amendments

8.1. ABC Service reserves the right to amend these Payments & Fees terms at any time. Customers will be notified of significant changes via the email address associated with their account or via updates on our website.

Customer Code of Practice (Complaints & Dispute Resolution)

Last Updated: 30 March 2026

1. Introduction & Purpose

ABC TP Ltd (Trading As ABC Service) provides a range of technology services for both home and business users, including IT Support, Graphic Design, Web Hosting, Printing, and Connectivity.

The purpose of this Code of Practice is to provide our customers with clear information regarding their relationship with ABC Service. It aims to:

• Provide summary details of our services.
• Outline what you can expect from ABC Service after making a purchase.
• Provide clear instructions on how to contact us.
• Detail our internal complaints procedure and provide information on our internal complaints process and alternative dispute resolution.

This Code is approved by Ofcom under section 52 of the Communications Act 2003.

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2. How to Contact Us

Our team is based locally in Tavistock.

2.1 Customer Services, Sales, and Accounts

• Customer Services and Sales Hours: Monday to Friday, 9:00 am to 5:00 pm; Saturday, 9:00 am to 4:00 pm (excluding Bank Holidays)
• Accounts Hours: Monday to Friday, 9:00 am to 5:00 pm (excluding Bank Holidays)
• Phone: 01822 613154
• Website: www.abcservice.co.uk
• Email: support@abcservice.co.uk
• Address: 69 West Street, Tavistock, Devon, PL19 8AJ

2.2 Fault Reporting

Faults can be reported 24/7 via email at support@abcservice.co.uk. During office hours, you may report faults via telephone. Please note that unless specifically stated in your service agreement, engineer visits and active fault resolution take place during normal working hours (Monday – Friday, 9:00 am to 5:30 pm).

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3. Our Services and Contract Terms

ABC Service provides a range of in-house and managed services. While we strive for flexibility, certain services carry minimum contract periods due to our wholesale agreements with providers such as Openreach, CityFibre, and the "eve" VoIP platform.

3.1 Standard Contract Periods

Unless otherwise agreed in writing, our standard minimum terms are:

• Shared Web Hosting: 12 Months
• Dedicated Servers: 12 Months
• Broadband (ADSL/FTTC/FTTP): 12 Months

3.2 Billing & Faults

Up-to-date pricing for all products and services is available on our website or by contacting our sales team.

Payments: We accept payment via:

• Direct Debit (Preferred)
• Debit / Credit Card (on invoice)
• BACS / Bank Transfer

Fault reporting: Faults can be reported:

• By email to support@abcservice.co.uk (24/7); or
• By phone on 01822 613154 during office hours.

Unless otherwise agreed in writing, engineer visits are during normal working hours (Monday – Friday, 9:00 am to 5:30 pm). Abortive visits (including where access cannot be gained at the agreed time, or where the fault is found to be outside our responsibility) may be chargeable.

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4. Account Cancellations

To cancel a service, we require a written request by email or letter (quoting your account username). Your request must be sent to the contact details in Section 2.

• Standard 12-month contract: Hosting, Dedicated Servers, ADSL and FTTC are provided on a standard 12-month contract term unless otherwise agreed in writing.
• Service withdrawal and ongoing charges: Customers remain liable for all service costs and any applicable charges until the service is withdrawn and/or the relevant cessation/migration process has completed.
• Termination by ABC Service: We reserve the right to suspend or terminate services in the event of non-payment or breach of our Master Services Agreement.

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5. Complaints Procedure

At ABC Service, we pride ourselves on our "non-call-centre" approach and aim to resolve all issues quickly and fairly. If you are dissatisfied with any aspect of our service, please follow the steps below.

Step 1: Contact Customer Care

Contact our Customer Care team via phone (01822 613154) or email (support@abcservice.co.uk). Most issues can be resolved at this initial stage.

Step 2: Formal Written Complaint

If the initial response is not satisfactory, you may submit a formal written complaint to our Tavistock office:

• By Email: support@abcservice.co.uk (Subject: Formal Complaint)
• By Letter: Complaints Department, ABC Service, 69 West Street, Tavistock, Devon, PL19 8AJ.

Step 3: Acknowledgement

We will acknowledge all formal complaints within 24 working hours of receipt.

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6. Dispute Resolution (ADR)

If a complaint remains unresolved after 8 weeks, or a "deadlock" letter is issued, residential and small business customers (those with 10 or fewer employees) may refer the matter to Ombudsman Services: Communications. This is an independent body approved by Ofcom to provide free, impartial adjudication.

Ombudsman Services: Communications

• Website: www.ombudsman-services.org
• Phone: 0330 440 1614
• Address: PO Box 730, Warrington, WA4 6WU

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7. Fault Repair and Maintenance

We are responsible for the services provided through our network and wholesale partners.

• Network Faults: We will manage repairs on our network at no cost to the customer.
• Exclusions: We are not responsible for faults caused by your equipment, internal wiring at your premises, or third-party interference.
• Abortive Visits: We reserve the right to charge for engineer visits where the fault is found to be on the customer's side of the network or where the engineer is unable to gain access at the agreed time.

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8. Privacy and Data Protection

ABC Service is committed to protecting your personal data. We comply with the Data Protection Act 2018 and the UK General Data Protection Regulation (UK GDPR).

• We do not sell customer data to third-party marketing agencies.
• Data is used solely for the provision of services, billing, and necessary communication.
• For full details, please refer to our Privacy Policy available on our website.

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9. Ofcom Compliance

This Code of Practice is regularly reviewed to ensure ongoing compliance with Ofcom’s General Conditions of Entitlement. We welcome customer feedback regarding this code; please direct any comments to support@abcservice.co.uk.

PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY BEFORE USING THIS SITE
TERMS OF WEBSITE USE
This terms of use (together with the documents referred to in it) tells you the terms of use on which you may make use of our website www.abcservice.co.uk (our site), whether as a guest or a registered user. Use of our site includes accessing, browsing, or registering to use our site.
Please read these terms of use carefully before you start to use our site, as these will apply to your use of our site. We recommend that you print a copy of this for future reference.
By using our site, you confirm that you accept these terms of use and that you agree to comply with them.
If you do not agree to these terms of use, you must not use our site.

Other applicable terms
These terms of use refer to the following additional terms, which also apply to your use of our site:
Our Privacy Policy, which sets out the terms on which we process any personal data we collect from you, or that you provide to us. By using our site, you consent to such processing and you warrant that all data provided by you is accurate.
Our Acceptable Use Policy, which sets out the permitted uses and prohibited uses of our site. When using our site, you must comply with this Acceptable Use Policy.
Our Cookie Policy, which sets out information about the cookies on our site.

INFORMATION ABOUT US
www.abcservice.co.uk is a site operated by ABC TP Ltd T/A ABC Service ("We"). We have our office at 69 West Street, Tavistock, Devon, PL19 8AJ. Our VAT number is 192768168.

CHANGES TO THESE TERMS
We may revise these terms of use at any time by amending this page.
Please check this page from time to time to take notice of any changes we made, as they are binding on you.

CHANGES TO OUR SITE
We may update our site from time to time, and may change the content at any time. However, please note that any of the content on our site may be out of date at any given time, and we are under no obligation to update it.
We do not guarantee that our site, or any content on it, will be free from errors or omissions.

ACCESSING OUR SITE
Our site is made available free of charge.
We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. Access to our site is permitted on a temporary basis. We may suspend, withdraw, discontinue or change all or any part of our site without notice. We will not be liable to you if for any reason our site is unavailable at any time or for any period.
You are responsible for making all arrangements necessary for you to have access to our site.
You are also responsible for ensuring that all persons who access our site through your internet connection are aware of these terms of use and other applicable terms and conditions, and that they comply with them.
Our site is directed to people residing in the United Kingdom. We do not represent that content available on or through our site is appropriate or available in other locations. We may limit the availability of our site or any service or product described on our site to any person or geographic area at any time. If you choose to access our site from outside the United Kingdom, you do so at your own risk.

YOUR ACCOUNT AND PASSWORD
If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.
We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms of use.
If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us at support@abcservice.co.uk or 01822 613154.

Intellectual property rights
We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
You may print off one copy, and may download extracts, of any page(s) from our site for your personal use and you may draw the attention of others within your organisation to content posted on our site.
You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
Our status (and that of any identified contributors) as the authors of content on our site must always be acknowledged.
You must not use any part of the content on our site for commercial purposes without obtaining a licence to do so from us or our licensors.
If you print off, copy or download any part of our site in breach of these terms of use, your right to use our site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

NO RELIANCE ON INFORMATION
The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site.
Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up-to-date.

LIMITATION OF OUR LIABILITY
Nothing in these terms of use excludes or limits our liability for death or personal injury arising from our negligence, or our fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.
To the extent permitted by law, we exclude all conditions, warranties, representations or other terms which may apply to our site or any content on it, whether express or implied.
We will not be liable to any user for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with:

• use of, or inability to use, our site; or
• use of or reliance on any content displayed on our site.
  If you are a business user, please note that in particular, we will not be liable for:
• loss of profits, sales, business, or revenue;
• business interruption;
• loss of anticipated savings;
• loss of business opportunity, goodwill or reputation; or
• any indirect or consequential loss or damage.
  If you are a consumer user, please note that we only provide our site for domestic and private use. You agree not to use our site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
  We will not be liable for any loss or damage caused by a virus, distributed denial-of-service attack, or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our site or to your downloading of any content on it, or on any website linked to it.
  We assume no responsibility for the content of websites linked on our site. Such links should not be interpreted as endorsement by us of those linked websites. We will not be liable for any loss or damage that may arise from your use of them.
  Different limitations and exclusions of liability will apply to liability arising as a result of the supply of any goods by use to you, which will be set out in our Terms and conditions of supply.

VIRUSES
We do not guarantee that our site will be secure or free from bugs or viruses.
You are responsible for configuring your information technology, computer programmes and platform in order to access our site. You should use your own virus protection software.
You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.

LINKING TO OUR SITE
You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.
You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.
You must not establish a link to our site in any website that is not owned by you.
Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page.
We reserve the right to withdraw linking permission without notice.
The website in which you are linking must comply in all respects with the content standards set out in our Acceptable Use Policy.
If you wish to make any use of content on our site other than that set out above, please contact support@abcservice.co.uk.

Third party links and resources in our site
Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only.
We have no control over the contents of those sites or resources.

APPLICABLE LAW
If you are a consumer, please note that these terms of use, its subject matter and its formation, are governed by English law. You and we both agree to that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.
If you are a business, these terms of use, its subject matter and its formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.

CONTACT US
To contact us, please email support@abcservice.co.uk
Thank you for visiting our site.

Acceptable Use Policy

ACCEPTABLE USE POLICY
This acceptable use policy sets out the terms between you and us under which you may access our website www.abcservice.co.uk (our site). This acceptable use policy applies to all users of, and visitors to, our site.
Your use of our site means that you accept, and agree to abide by, all the policies in this acceptable use policy, which supplement our terms of website use.
www.abcservice.co.uk is a site operated by ABC TP Ltd T/A ABC Service (we or us). We have our office at 69 West Street, Tavistock, Devon, PL19 8AJ. Our VAT number is 192768168.

PROHIBITED USES
You may use our site only for lawful purposes. You may not use our site:

• In any way that breaches any applicable local, national or international law or regulation.
• In any way that is unlawful or fraudulent, or has any unlawful or fraudulent purpose or effect.
• For the purpose of harming or attempting to harm minors in any way.
• To send, knowingly receive, upload, download, use or re-use any material which does not comply with our content standards.
• To transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam).
• To knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware.

You also agree:

• Not to reproduce, duplicate, copy or re-sell any part of our site in contravention of the provisions of our terms of website use.
• Not to access without authority, interfere with, damage or disrupt:
• any part of our site;
• any equipment or network on which our site is stored;
• any software used in the provision of our site; or
• any equipment or network or software owned or used by any third party.

INTERACTIVE SERVICES
We may from time to time provide interactive services on our site, including, without limitation:

• Chat rooms.
• Bulletin boards.

Where we do provide any interactive service, we will provide clear information to you about the kind of service offered, if it is moderated and what form of moderation is used (including whether it is human or technical).
We will do our best to assess any possible risks for users (and in particular, for children) from third parties when they use any interactive service provided on our site, and we will decide in each case whether it is appropriate to use moderation of the relevant service (including what kind of moderation to use) in the light of those risks. However, we are under no obligation to oversee, monitor or moderate any interactive service we provide on our site, and we expressly exclude our liability for any loss or damage arising from the use of any interactive service by a user in contravention of our content standards, whether the service is moderated or not.
The use of any of our interactive services by a minor is subject to the consent of their parent or guardian. We advise parents who permit their children to use an interactive service that it is important that they communicate with their children about their safety online, as moderation is not foolproof. Minors who are using any interactive service should be made aware of the potential risks to them.
Where we do moderate an interactive service, we will normally provide you with a means of contacting the moderator, should a concern or difficulty arise.

CONTENT STANDARDS
These content standards apply to any and all material which you contribute to our site (contributions), and to any interactive services associated with it.
You must comply with the spirit and the letter of the following standards. The standards apply to each part of any contribution as well as to its whole.
Contributions must:

• Be accurate (where they state facts).
• Be genuinely held (where they state opinions).
• Comply with applicable law in the UK and in any country from which they are posted.

Contributions must not:

• Contain any material which is defamatory of any person.
• Contain any material which is obscene, offensive, hateful or inflammatory.
• Promote sexually explicit material.
• Promote violence.
• Promote discrimination based on race, sex, religion, nationality, disability, sexual orientation or age.
• Infringe any copyright, database right or trade mark of any other person.
• Be likely to deceive any person.
• Be made in breach of any legal duty owed to a third party, such as a contractual duty or a duty of confidence.
• Promote any illegal activity.
• Be threatening, abuse or invade another’s privacy, or cause annoyance, inconvenience or needless anxiety.
• Be likely to harass, upset, embarrass, alarm or annoy any other person.
• Be used to impersonate any person, or to misrepresent your identity or affiliation with any person.
• Give the impression that they emanate from us, if this is not the case.
• Advocate, promote or assist any unlawful act such as (by way of example only) copyright infringement or computer misuse.

SUSPENSION AND TERMINATION
We will determine, in our discretion, whether there has been a breach of this acceptable use policy through your use of our site. When a breach of this policy has occurred, we may take such action as we deem appropriate.
Failure to comply with this acceptable use policy constitutes a material breach of the terms of use upon which you are permitted to use our site, and may result in our taking all or any of the following actions:

• Immediate, temporary or permanent withdrawal of your right to use our site.
• Immediate, temporary or permanent removal of any posting or material uploaded by you to our site.
• Issue of a warning to you.
• Legal proceedings against you for reimbursement of all costs on an indemnity basis (including, but not limited to, reasonable administrative and legal costs) resulting from the breach.
• Further legal action against you.
• Disclosure of such information to law enforcement authorities as we reasonably feel is necessary.

We exclude liability for actions taken in response to breaches of this acceptable use policy. The responses described in this policy are not limited, and we may take any other action we reasonably deem appropriate.

CHANGES TO THE ACCEPTABLE USE POLICY
We may revise this acceptable use policy at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we make, as they are legally binding on you. Some of the provisions contained in this acceptable use policy may also be superseded by provisions or notices published elsewhere on our site.

Where we do provide any interactive service, we will provide clear information to you about the kind of service offered, if it is moderated and what form of moderation is used (including whether it is human or technical).

We will do our best to assess any possible risks for users (and in particular, for children) from third parties when they use any interactive service provided on our site, and we will decide in each case whether it is appropriate to use moderation of the relevant service (including what kind of moderation to use) in the light of those risks. However, we are under no obligation to oversee, monitor or moderate any interactive service we provide on our site, and we expressly exclude our liability for any loss or damage arising from the use of any interactive service by a user in contravention of our content standards, whether the service is moderated or not.

The use of any of our interactive services by a minor is subject to the consent of their parent or guardian. We advise parents who permit their children to use an interactive service that it is important that they communicate with their children about their safety online, as moderation is not foolproof. Minors who are using any interactive service should be made aware of the potential risks to them.

Where we do moderate an interactive service, we will normally provide you with a means of contacting the moderator, should a concern or difficulty arise.

CONTENT STANDARDS

These content standards apply to any and all material which you contribute to our site (contributions), and to any interactive services associated with it.

You must comply with the spirit and the letter of the following standards. The standards apply to each part of any contribution as well as to its whole.

Contributions must:

• Be accurate (where they state facts).
• Be genuinely held (where they state opinions).
• Comply with applicable law in the UK and in any country from which they are posted.

Contributions must not:

• Contain any material which is defamatory of any person.
• Contain any material which is obscene, offensive, hateful or inflammatory.
• Promote sexually explicit material.
• Promote violence.
• Promote discrimination based on race, sex, religion, nationality, disability, sexual orientation or age.
• Infringe any copyright, database right or trade mark of any other person.
• Be likely to deceive any person.
• Be made in breach of any legal duty owed to a third party, such as a contractual duty or a duty of confidence.
• Promote any illegal activity.
• Be threatening, abuse or invade another’s privacy, or cause annoyance, inconvenience or needless anxiety.
• Be likely to harass, upset, embarrass, alarm or annoy any other person.
• Be used to impersonate any person, or to misrepresent your identity or affiliation with any person.
• Give the impression that they emanate from us, if this is not the case.
• Advocate, promote or assist any unlawful act such as (by way of example only) copyright infringement or computer misuse.

SUSPENSION AND TERMINATION

We will determine, in our discretion, whether there has been a breach of this acceptable use policy through your use of our site. When a breach of this policy has occurred, we may take such action as we deem appropriate.

Failure to comply with this acceptable use policy constitutes a material breach of the terms of use upon which you are permitted to use our site, and may result in our taking all or any of the following actions:

• Immediate, temporary or permanent withdrawal of your right to use our site.
• Immediate, temporary or permanent removal of any posting or material uploaded by you to our site.
• Issue of a warning to you.
• Legal proceedings against you for reimbursement of all costs on an indemnity basis (including, but not limited to, reasonable administrative and legal costs) resulting from the breach.
• Further legal action against you.
• Disclosure of such information to law enforcement authorities as we reasonably feel is necessary.

We exclude liability for actions taken in response to breaches of this acceptable use policy. The responses described in this policy are not limited, and we may take any other action we reasonably deem appropriate.

CHANGES TO THE ACCEPTABLE USE POLICY

We may revise this acceptable use policy at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we make, as they are legally binding on you. Some of the provisions contained in this acceptable use policy may also be superseded by provisions or notices published elsewhere on our site.

PRIVACY POLICY
ABC TP Ltd t/a ABC Service (“We”)
We respect your privacy and are determined to protect your personal data. The purpose of this privacy notice is to inform you as to how we look after your personal data when you visit our website (regardless of where you visit it from). We’ll also tell you about your privacy rights and how data protection law protects you.

1. WHO WE ARE AND IMPORTANT INFORMATION
2. THE PERSONAL DATA WE COLLECT ABOUT YOU
3. HOW WE COLLECT YOUR PERSONAL DATA
4. HOW WE USE YOUR PERSONAL DATA
5. WHO WE SHARE YOUR PERSONAL DATA WITH
6. INTERNATIONAL TRANSFERS
7. DATA SECURITY
8. DATA RETENTION
9. YOUR LEGAL RIGHTS
10. QUERIES, REQUESTS OR CONCERNS
11. WHO WE ARE AND IMPORTANT INFORMATION
    What is the purpose of this privacy notice?
    This privacy notice aims to give you information on how we collect and process your personal data through your use of this website, including any data you may provide through this website when you sign up to our services, purchase an item from our website or contact us in any way.
    This website is not intended for children and we do not knowingly collect data relating to children.
    You must read this privacy notice together with any other privacy notice we may provide on specific occasions when we are collecting or processing personal data about you so that you are fully aware of how and why we are using your data. This privacy notice supplements the other notices and is not intended to override them.

Data controller(s)
ABC TP Ltd is the controller and responsible for your personal data (collectively referred to as ABC Service, "we", "us" or "our" in this privacy notice). Our contact details are ABC Service, 69 West Street, Tavistock, Devon, PL19 8AJ, support@abcservice.co.uk, 01822 613154. For all data matters contact Brett Kinsman-Daw, Director, via email or the contact us form at the bottom of our web pages.

Third-party links outside of our control
This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.

1. THE PERSONAL DATA WE COLLECT ABOUT YOU
   Personal data, or personal information, means any information about an individual from which that person can be identified.
   We may collect, use, store and transfer different kinds of personal data about you which we have grouped together follows:

• Identity Data including, First Name, Last Name, Username, Title and/or Gender.
• Contact Data includes Billing/Delivery Address, email address, phone numbers including mobile number.
• Aggregated Data such as statistical or demographic data. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity.
• We do not collect any Special Categories of Personal Data (race, ethnicity, religious beliefs, etc.) or information about criminal convictions and offences.

If you fail to provide personal data
Where we need to collect your personal data by law, or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract (for example, to provide you with goods or services).

1. HOW WE COLLECT YOUR PERSONAL DATA
   We use different methods to collect data including through direct interactions where you may give us your Identity, Contact and Financial Data by filling in forms or by corresponding with us by post, phone, email or otherwise.
2. HOW WE USE YOUR PERSONAL DATA
   We will only use your personal data when the law allows us to. Most commonly:

• Performance of Contract: processing your data where it is necessary for the performance of a contract or to take steps at your request before entering into one.
• Legitimate Interest: the interest of our business in conducting and managing our business to enable us to give you the best service and the most secure experience.
• Comply with a legal or regulatory obligation.

Generally we do not rely on consent as a legal basis for processing your personal data other than in relation to sending third party direct marketing communications. You have the right to withdraw consent to marketing at any time.

Purposes for which we will use your personal data:

• To register you as a new customer (Identity, Contact - Performance of contract).
• Ongoing service and support (Identity, Contact, Service data - Performance of contract).
• Marketing (Identity, Contact - Legitimate interest).

1. WHO WE SHARE YOUR PERSONAL DATA WITH
   We may share your personal data with:

• Internal Third Parties.
• External Third Parties (service providers).
• Third parties to whom we may choose to sell, transfer, or merge parts of our business.
• The South West Cyber Resilience Centre: A police-led, academia-supported, not-for-profit business providing free online security support for ABC Service clients. Any data sharing is based on Legitimate Interests (UK GDPR Article 6(1)(f)).
• Analytics and search engine providers.
• Credit reference agencies.

1. INTERNATIONAL TRANSFERS
   We do not knowingly transfer your personal data outside the UK.
2. DATA SECURITY
   We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. Access is limited to those with a business need to know.
3. DATA RETENTION
   We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including legal, accounting, or reporting requirements. By law, we keep basic information about our customers for 7 years after they cease being customers for financial purposes.
4. YOUR LEGAL RIGHTS
   Unless subject to an exemption, you have the right to:

• Request access to your personal data.
• Request correction of inaccurate data.
• Request erasure of your data.
• Withdraw consent at any time.
• Right to data portability.
• Request restriction of processing.
• Right to object to processing.

No fee is usually required, but we may charge a reasonable admin fee if your request is clearly unfounded, repetitive or excessive. We try to respond to all legitimate requests within one month.

1. QUERIES, REQUESTS OR CONCERNS
   To exercise your rights or if you have any complaints, please in the first instance contact Brett Kinsman-Daw, Director.
   If this does not resolve your complaint, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO) at 0303 123 1113 or via https://ico.org.uk.

Updated: 30/03/2026
We try to respond to all legitimate requests within one month. Occasionally it could take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

Cookie Policy

ABC TP Ltd trading as ABC Service

This policy explains how ABC TP Ltd, trading as ABC Service (“we”, “us”, and “our”), uses cookies and similar technologies to recognise you when you visit our website at abcservice.co.uk. It explains what these technologies are and why we use them, as well as your rights to control our use of them.

1. What are cookies?

A cookie is a small file of letters and numbers that we store on your browser or the hard drive of your computer if you agree. Cookies contain information that is transferred to your computer's hard drive. They are widely used by website owners in order to make their websites work, or to work more efficiently, as well as to provide reporting information.

2. How we use cookies

Our website uses cookies to distinguish you from other users of our website, improve your experience, and help us optimise how the website works. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site. By continuing to browse the site, you are agreeing to our use of cookies.

3. The types of cookies we use

We use the following categories of cookies on our website:

• Strictly necessary cookies: These are cookies that are required for the operation of our website. They include, for example, cookies that enable you to log into secure areas of our website, use a shopping cart, or make use of e-billing services.
• Analytical/performance cookies: These allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by counting visitors and ensuring that users are finding what they are looking for easily.
• Functionality cookies: These are used to recognise you when you return to our website. This enables us to personalise our content for you and remember your preferences (for example, your choice of language or region).
• Targeting cookies: These cookies record your visit to our website, the pages you have visited, and the links you have followed. We will use this information to help make our website (including links you see) and any advertising displayed on it more relevant to your interests. We may also share this information with third parties for this purpose.

4. Third-party cookies

Please note that third parties (including, for example, advertising networks and providers of external services like web traffic analysis services) may also use cookies, over which we have no control, and their use of cookies is outside of our control. These cookies are likely to be analytical/performance cookies or targeting cookies.

5. Managing your cookie settings

You can block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. Most browsers allow you to:

• See what cookies you've got and delete them on an individual basis.
• Block third-party cookies.
• Block cookies from particular sites.
• Block all cookies from being set.
• Delete all cookies when you close your browser.

However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our site, and certain functionalities (such as the client portal or print ordering systems) may not work correctly.

6. Expiry

Except for essential cookies, all cookies used by our website will expire after 30 days.

7. Contact us

If you have any questions about our use of cookies or other technologies, please contact us at:

ABC TP Ltd (trading as ABC Service)
ABC Service, 69 West Street
Tavistock
Devon, PL19 8AJ
Email: support@abcservice.co.uk
Phone: 01822 613154

CCTV Policy

1. Introduction

ABC TP Ltd (trading as ABC Service, "the Company") uses closed-circuit television (CCTV) images to provide a safe and secure environment for employees and visitors to the Company’s business premises, including clients, customers, contractors, and suppliers, and to protect the Company’s property and assets.

This policy sets out the use and management of CCTV equipment and images in compliance with the Data Protection Act 2018 and the UK General Data Protection Regulation (UK GDPR), and the Information Commissioner’s Office (ICO) CCTV Code of Practice.

The Company’s CCTV system records images only. There is no audio recording (conversations are not recorded) except in specific circumstances involving authorised covert recording as detailed in Section 7.

2. Purposes of CCTV

The Company processes CCTV images for the following purposes:

• To assist in the prevention or detection of crime, vandalism, or malpractice.
• To assist in the identification, apprehension, and prosecution of offenders.
• To monitor the security of the Company’s business premises in Tavistock and surrounding areas.
• To ensure compliance with health and safety rules and Company procedures.
• To assist with the identification of unauthorised actions or unsafe working practices that might result in disciplinary proceedings.
• To promote productivity, efficiency, and the safety of staff working in a technical and print environment.

3. Location of Cameras and Signage

Cameras are located at strategic points throughout the Company’s business premises, primarily at entrance and exit points and within communal service areas.

• Privacy: The Company has positioned cameras so they only cover communal or public areas. No camera focuses, or will focus, on toilets, shower facilities, changing rooms, or private staff break areas.
• Visibility: All permanent cameras are clearly visible.
• Signage: Appropriate signs are prominently displayed at entrances and within monitored areas to ensure employees, customers, and visitors are aware they are entering an area covered by CCTV. These signs include contact details for the Company.

4. Recording and Retention of Images

Images produced by the CCTV equipment are intended to be as clear as possible to remain effective for the purposes set out in Section 2.

• Maintenance: Regular checks are performed to ensure the system is working correctly and images are of high quality.
• Retention Period: CCTV images are typically held on the hard drive of a secure server or DVR and are overwritten on a recycling basis. Images are not held for more than 30 days unless they are required for an ongoing investigation or legal proceedings.
• Disposal: Once the retention period expires, images are automatically deleted. Any physical media used for storage will be securely erased or destroyed at the end of its useful life.

5. Access to and Disclosure of Images

Access to recorded images is strictly restricted to ensure the privacy rights of individuals are protected.

• Restricted Access: Access to recorded images is limited to the Director of ABC TP Ltd (trading as ABC Service) and authorised line managers. Viewing takes place in a restricted area.
• Internal Disclosure: Images may be used in the context of Company disciplinary or performance management processes where relevant.
• External Disclosure: Disclosure to third parties will only be made where it is necessary for the purposes of the system and is permitted by law. This includes:
• • Law enforcement agencies (e.g., the Police) for the prevention or detection of crime.
  • Prosecution agencies and legal representatives.
  • Insurance companies where a claim is being investigated.
• Authorisation: The Director of ABC TP Ltd (trading as ABC Service) (Brett) is the primary authority for disclosing images to external third parties. All requests and disclosures are documented, including the date, recipient, and reason for the request.

6. Individuals’ Access Rights (Subject Access Requests)

Under data protection legislation, individuals have the right to request access to personal data held about them, including CCTV images in which they are recognisable.

• Request Process: To request access to CCTV images relating to yourself, you must make a written request to the Director (Brett) at our Tavistock office (ABC Service, 69 West Street, Tavistock, Devon, PL19 8AJ).
• Details Required: You must provide the specific date, approximate time, and the location of the camera so the images can be located. You will also be required to provide proof of identity.
• Fees: A copy of your personal data will be provided free of charge. However, the Company reserves the right to charge a reasonable fee where a request is manifestly unfounded or excessive, or to charge a reasonable fee for further copies.
• Timeline: The Company will respond to the request within one month of receipt.
• Third-Party Privacy: If the requested images reveal third parties, the Company may obscure those individuals' faces to protect their privacy rights.

7. Covert Recording

The Company will only undertake covert recording (where individuals are not notified) with the written authorisation of the Director of ABC TP Ltd (trading as ABC Service) in exceptional circumstances.

• Covert monitoring will only be used where there is a reasonable suspicion that criminal activity or malpractice is occurring and where notifying the individuals would prejudice the investigation.
• Such monitoring will be limited to a specific timeframe and a specific suspected activity. Once the investigation is complete, covert monitoring will cease.

8. Training

The Company ensures that all employees involved in the operation of the CCTV system or the handling of images are trained on the administration of the system and their obligations under the UK GDPR and the Data Protection Act 2018.

9. Implementation and Review

The Data Protection Officer is responsible for the implementation of this policy and for conducting regular reviews of the Company’s use of CCTV to ensure continued compliance with the law.

Any requests, complaints, or enquiries regarding the operation of the CCTV system should be directed to the Director (Brett) at:

ABC TP Ltd (t/a ABC Service)
ABC Service, 69 West Street,
Tavistock, Devon, PL19 8AJ
Email: support@abcservice.co.uk