Terms of Service

These terms are between OSM Cloud Services Ltd, a company registered in England and Wales under company number 13471538, and the business customer using the website or ordering a service.

The services are intended for business use. A person placing an order confirms that they are authorised to act for the named organisation.

Website information is an invitation to enquire or place an order. A service agreement begins when OSM Cloud Services accepts an order in writing. The accepted order identifies the selected plan, charges, billing arrangements, service start date and any additional scope.

These terms, the accepted order and any referenced service schedule form the agreement. If they conflict, the accepted order takes priority, followed by the service schedule and then these terms.

We will supply the managed cloud service described in the accepted order with reasonable care and skill. Plan features, storage, availability commitments, backups, migration work and support arrangements apply as described in the relevant service documents.

We may perform maintenance or make reasonable technical changes to preserve security, reliability, compatibility or legal compliance, provided the core contracted service is not materially reduced.

Charges, currency, taxes, payment dates and renewal arrangements are stated in the accepted order. The customer must pay valid invoices by the stated due date and maintain accurate billing contact details.

We may change charges for a future renewal period by giving notice in accordance with the accepted order. A charge will not be changed retrospectively.

• Provide accurate order, contact and account information.
• Keep account credentials secure and tell us promptly about suspected unauthorised access.
• Manage authorised users and ensure their use complies with the agreement and applicable law.
• Hold the rights and permissions needed for information uploaded to or processed through the service.
• Maintain any independent copies or records required by the organisation's own legal or continuity obligations.

The customer must not use the website or service to break the law, infringe another person's rights, distribute malicious code, attempt unauthorised access, interfere with service operation or create a material security risk. Use must remain within the technical limits of the selected plan.

The customer retains its rights in information submitted to the service. The customer authorises us and our providers to process that information only as needed to supply, secure and support the service, comply with law and follow documented customer instructions.

Where we process personal information for the customer, any applicable data-processing terms form part of the service documents. Our handling of website visitors' and customer contacts' information is described in the Privacy Policy.

The service may allow access to third-party software, integrations or apps. Separate licence terms, privacy information and support arrangements may apply. The customer is responsible for reviewing those terms before enabling an optional third-party component.

Any uptime guarantee, support service level, backup schedule and restoration process are measured and applied under the selected plan and service documents. A support response target is not a guaranteed resolution time unless the accepted order expressly says otherwise.

Backups support service recovery but do not remove the customer's responsibility to meet any separate retention, archive or business continuity requirements that apply to it.

Where a 30-day money-back guarantee is included with the selected plan, the customer may request cancellation within 30 calendar days after initial service activation. The accepted order states the refund method and any charges outside the guarantee, including agreed migration or other separately scoped work.

We may suspend access where reasonably necessary to address a security risk, unlawful use, material breach or overdue undisputed payment. Where practicable, we will give notice and a reasonable opportunity to remedy the issue.

Termination rights, notice periods and the handling or export of customer information at the end of service are stated in the accepted order. Terms that by their nature should continue after termination remain effective.

OSM Cloud Services and its licensors retain their rights in the website, service materials, branding and underlying technology. Customers may use the service and documentation for their internal business purposes during the agreement.

Nothing in the agreement excludes or limits liability where doing so would be unlawful, including liability for fraud or fraudulent misrepresentation, or death or personal injury caused by negligence. Any other liability limits and exclusions are stated in the accepted order and apply to the fullest extent permitted by law.

We may update website terms for future use. Changes to an active customer agreement apply only as allowed by that agreement or when agreed in writing. If part of the agreement is unenforceable, the remaining provisions continue.

A delay in enforcing a right is not a waiver. The customer may not transfer the agreement without our written consent. We may use subcontractors while remaining responsible for our contractual obligations.

The agreement is governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction, unless the accepted order states otherwise.

Questions about these terms can be sent to [email protected].