Terms of service

1. These terms

These terms apply to services supplied by Moon6 Ltd(“Moon6”, “we”, “us”) to you (“the client”). Together with the quote, proposal or order form you have accepted, they form the agreement between us. Where a signed agreement says something different, that agreement takes precedence.

2. Services

We provide the services set out in your accepted quote or package. Our recurring packages are described on our pricing page, and the description in force when you sign up forms part of this agreement.

Unlimited remote support means we do not cap the number of support requests or bill by the hour for them. It covers day-to-day support of the systems we manage. It does not include project work, new installations, office moves, or support for systems outside the scope we agreed — those are quoted separately.

3. Fees and payment

• Recurring services are billed monthly in advance and invoiced through Xero, normally collected by direct debit.
• Per-user pricing is charged on the number of users on your plan at the start of the billing month. Tell us when someone joins or leaves and we adjust the next invoice.
• Project work is invoiced against the written quote you approved. Unless we say otherwise, quotes are fixed price.
• All prices exclude VAT. Third-party costs — hardware, software licences and subscriptions — are additional and shown separately.
• Invoices are payable within 14 days. We may charge statutory interest on late payment under the Late Payment of Commercial Debts (Interest) Act 1998, and may suspend non-critical services if an invoice is more than 30 days overdue. We will always contact you before doing so.

4. Price changes

We review our prices no more than once a year and will give you at least 60 days’ written notice of any change. If a third-party licence cost changes, we will tell you which one and by how much, and pass it through at cost.

5. Term and cancellation

Recurring services run month to month. Either of us may end them by giving 30 days’ written notice, taking effect at the end of the following billing month. There is no minimum term and no exit fee.

On termination we will hand over documentation, licences and domain control to you or to your new provider at no charge, provided your account is up to date. Reasonable additional migration assistance beyond that handover is chargeable at our standard rates, quoted in advance.

6. Your responsibilities

• Give us the access, information and cooperation we need to deliver the services.
• Keep the licences and subscriptions your systems depend on paid and current, where you hold them directly.
• Make sure your staff use the systems reasonably and follow the security measures we put in place.
• Tell us promptly about staff joining or leaving, and about anything that looks like a security incident.

If a problem is caused by unsupported equipment, unlicensed software or changes made without telling us, the work to resolve it may fall outside your plan. We will always tell you before that happens.

7. Service levels

We aim to acknowledge support requests within one working hour during our published hours (Monday to Friday, 8am to 6pm), and to prioritise anything that stops someone working. Clients on the Complete Business package are prioritised ahead of standard requests. Where a specific service level agreement has been signed, that document sets the binding targets.

8. Hardware and third-party software

Hardware and third-party software are covered by their manufacturer or vendor warranty and licence terms. We will manage warranty claims on your behalf, but we cannot extend or replace the manufacturer’s obligations. Title to hardware passes to you on payment in full.

9. Backups and data

Where backup is included in your plan or quote, we configure it, monitor it and test restores. You remain the owner and controller of your data. We will not withhold your data at any time, including in a dispute.

10. Intellectual property

On full payment, you own the website, documentation and configuration we produce for you. We keep ownership of our own tools, templates and internal methods, and grant you a licence to use them for as long as we provide the services.

11. Confidentiality

Each of us will keep the other’s confidential information private and use it only to perform this agreement. This obligation continues for three years after the agreement ends.

12. Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law.

Subject to that, neither party is liable for loss of profit, loss of business, or indirect or consequential loss. Our total liability in any twelve-month period is limited to the fees you paid us in that period.

We hold professional indemnity and public liability insurance. Details are available on request.

13. Data protection

Where we process personal data on your behalf, we do so as your processor, on your documented instructions, under a data processing agreement. Our privacy policy explains how we handle the personal data for which we are the controller.

14. Things outside our control

Neither party is liable for failure to perform caused by events beyond reasonable control, including internet or utility outages, third-party service failures, cyber attack on infrastructure we do not operate, or government action. We will tell you promptly and work to reduce the impact.

15. Governing law

These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

16. Questions

If anything here is unclear, email hello@moon6.co.uk or call 0330 133 0060. We would rather explain it now than argue about it later.