Terms & conditions

These terms cover two things: using this website, and the services we provide. Where we have signed a separate agreement or written proposal with you, that document takes precedence over this page.

Who we are

Redditch Connected Limited, registered in England and Wales, company number 11625172, registered office 4 Church Green East, Redditch, B98 8BT. In these terms "we" and "us" mean that company, and "you" means the person or business using the site or engaging us.

Using this website

You are welcome to read, print and share pages from this site. What you may not do, without our written permission, is republish our content as your own, sell or sub-licence it, or present it inside a frame or wrapper that alters how it appears.

We work hard to keep the information here accurate, but we do not warrant that it is complete or current, and we do not guarantee the site will always be available.

Quotes and proposals

Prices given on this site or in conversation are indicative. A price becomes binding when we issue a written proposal and you accept it. That proposal sets out what is included, what is not, the timeline and the cost.

We quote fixed prices against a written scope. If you ask for something outside that scope, we will tell you before doing the work and agree the cost with you. We will not send an invoice for something you did not agree to.

Where a survey is needed to price accurately - cabling, Wi-Fi, CCTV and similar - any figure given before that survey is an estimate only.

Who owns what we build

You own the work we deliver for you. On full payment, the intellectual property in the bespoke code, designs and content we produce for your project passes to you. Domains, hosting accounts, app store listings and analytics accounts are registered in your name wherever possible, and handed over on request.

There are two sensible exceptions:

• Third-party and open-source components. Software we build on remains under its own licence. You get the right to use it as part of your project; we cannot transfer ownership of something we do not own.
• Our general know-how. The tools, libraries and techniques we have developed and reuse across clients stay ours. We grant you a perpetual licence to use them as part of what we built for you.

We do not hold work hostage. If you want to take your project elsewhere, ask and we will hand it over.

Work on your premises

For installation and support work at your site, we rely on you to give us reasonable access at the times we have agreed, to tell us about anything that affects safety or the fabric of the building - asbestos, listed status, restricted areas, working-hours limits - and to have obtained any permission needed from a landlord or building manager.

Where you have not told us about something that then delays or complicates the work, any additional cost is chargeable, and we will tell you before it is incurred.

Support and hosting

Support arrangements and hosting are described in the specific agreement for them, including what is covered and the response times that apply. Nothing on this page overrides that document.

Security, patching and vulnerability work

This section applies to security patching, vulnerability management, hardening and monitoring, including anything we track for you in Anvil, our security dashboard. It is in plainer language than a clause of this kind usually is, because it is only fair if you can actually follow it.

What we do. We carry out the work described in your proposal with reasonable skill and care, to the standard a competent provider would apply at the time we do it.

What we cannot promise. No system can be made secure, and nobody can honestly tell you otherwise. In particular:

• Patching reduces risk; it does not remove it. Vulnerabilities are regularly found in software that was fully up to date the day before, and an attacker may use one before any fix exists.
• We can only act on what we can see. Our work covers the systems listed in your proposal, with the access you have given us. A system you have not told us about, or that we cannot reach, is not covered by it.
• Some fixes are not ours to make. They come from the PHP project, from operating system vendors, and from the suppliers of any product that bundles PHP. We cannot apply a patch that has not been released.
• A review describes a moment in time. A discovery report, a vulnerability check or an Anvil record sets out what we found when we looked, with the access we had. It is not a certificate, not a penetration test, and not a statement that a system is free of vulnerabilities or has not already been compromised.
• We are not an incident response service. If we see signs that a system may already have been compromised, we will tell you promptly and in writing. Investigating a breach, containing it, recovering from it and reporting it are separate pieces of work, and we will tell you where you need a specialist firm instead of us.

What we need from you. For this work to be effective you need to give us the access we ask for, approve maintenance windows within a reasonable time, tell us when you add or change a system, keep your own backups of anything you cannot lose, and act on the recommendations we make. Where you decline, defer or instruct us not to carry out something we have recommended, we will record that in writing, and we are not responsible for what follows from it.

Systems outside our care. We are not responsible for systems you have not engaged us to look after, for work done by anybody else, or for the condition of anything before our engagement started. Agreeing to patch an estate does not make us responsible for the state we found it in.

Insurance. Patching is one part of managing this risk and it is not a substitute for insuring against it. You should hold your own cyber and business insurance. Our liability is limited as set out below, those limits are reflected in what we charge, and cover for a serious incident is something an insurer provides rather than a supplier's liability clause.

Our liability

We do not limit our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.

Otherwise, and to the extent the law permits, we are not liable for loss of profit, loss of business, loss of anticipated savings, loss of reputation, loss of data, or any loss that is indirect or consequential - including regulatory fines, the cost of notifying customers, and third-party claims following a security incident.

Our total liability in connection with an engagement is limited to the fees you have paid us for it. Where the engagement is a recurring one, such as hosting, support or security patching, that limit is the fees you paid us in the twelve months before the claim arose.

If you want to bring a claim, you need to tell us within twelve months of becoming aware of the circumstances behind it.

We both agree these limits are reasonable, given what we charge and that insuring your business against losses of this kind is something you are better placed to do than we are. If you need a higher limit for a particular engagement, ask before you accept the proposal - it is a conversation about price, not a refusal.

Backups are part of the hosting and support services we provide, and we test them. They are not a guarantee against every possible failure, and we recommend you hold your own copy of anything critical.

Linking to us

You are welcome to link to this site, provided the link is not misleading, does not suggest we endorse you when we do not, and does not sit alongside content that is defamatory, obscene or unlawful. Please do not use our logo without asking first.

We may ask you to remove a link to us, and if we do, please remove it.

Other people's websites

Where we link to another site we are not responsible for its content or what it does with your information.

Your privacy

How we handle personal information is set out in our privacy policy, and what this site stores on your device is set out in our cookie policy.

Changes to these terms

We may update this page. The version that applies to a piece of work is the one in force when you accepted the proposal for it.

Governing law

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

Contact

Questions about these terms: hello@redditchconnected.co.uk.