These terms govern your use of the Catzen website and any services we provide to your business. By using our website or engaging us for services, you agree to these terms.
1. Who we are
Catzen Limited is a company registered in England & Wales with its registered office at Apollo House, Hallam Way, Whitehills Business Park, Blackpool FY4 5FS. References to "Catzen", "we", "us", and "our" mean Catzen Limited. "You" and "your" refer to the individual or business accessing our website or engaging our services.
2. Use of our website
You may use our website for lawful purposes only. You agree not to:
- Use the site in any way that breaches applicable local, national, or international laws.
- Attempt to gain unauthorised access to our site, servers, or any connected systems.
- Introduce viruses, malware, or any other harmful material.
- Copy, reproduce, or redistribute content without our written permission.
- Use the site in any way that could damage, disable, or impair its operation.
We reserve the right to withdraw or amend our website without notice.
3. Services and engagement
All services provided by Catzen are governed by a written agreement, which will set out:
- The scope of services, including SLAs and support hours.
- Pricing, billing frequency, and payment terms.
- Client responsibilities and access requirements.
- Data protection arrangements (including any applicable DPA).
- Term, notice period, and termination arrangements.
Where a conflict exists between these terms and a signed service agreement, the service agreement takes precedence for that specific engagement.
4. Managed services — scope and SLA
Our managed IT services are designed to provide proactive support, monitoring, and security for your IT environment. Our standard service commitments are:
- P1 (business-critical): first response within 5 minutes, work begins immediately, regardless of time of day.
- P2 (urgent but not critical): first response within 30 minutes during business hours.
- P3 (standard): first response within 4 business hours.
These are targets, not guarantees, unless explicitly stated in your service agreement. Remote monitoring is 24/7; human helpdesk support is business hours only, unless you have opted for out-of-hours cover.
5. Client responsibilities
To deliver services effectively, you agree to:
- Provide timely access to systems, accounts, and staff as required.
- Nominate a single point of contact with authority to make decisions.
- Ensure all hardware and software is appropriately licensed.
- Notify us promptly of any suspected security incidents.
- Keep your own backups where we have not explicitly undertaken to do so.
- Not attempt to circumvent our security controls or alter configurations we have deployed.
6. Fees and payment
Unless otherwise agreed in writing:
- Managed services are invoiced monthly in advance, per user, per month.
- Project work is invoiced in stages — typically 40% on commencement, and the balance on completion.
- Invoices are due within 14 days of issue.
- We reserve the right to charge interest on overdue invoices at 4% above the Bank of England base rate, in line with the Late Payment of Commercial Debts (Interest) Act 1998.
- Prices are reviewed annually and may increase by up to the rate of CPI + 2%.
7. Hardware and third-party software
Where we procure hardware or third-party software on your behalf:
- Title passes to you on full payment.
- Warranties are provided by the manufacturer, not by Catzen, though we will assist with claims.
- Ongoing support of hardware is covered by the relevant manufacturer warranty or your managed service agreement.
- Third-party software (including Microsoft 365, security tools, and line-of-business apps) is subject to the vendor's own terms and pricing, which are outside our control.
8. Confidentiality
Both parties agree to keep confidential any non-public information shared during the engagement. This obligation survives termination of the engagement and continues indefinitely.
We may disclose confidential information if legally required to do so, provided we notify you in advance where permitted.
9. Data protection
Where we process personal data on your behalf (as a data processor), our obligations are set out in a Data Processing Agreement (DPA) signed with your organisation. This DPA will comply with Article 28 of UK GDPR.
Our own handling of personal data is described in our Privacy Policy.
10. Warranties and disclaimers
We warrant that our services will be performed with reasonable skill and care, by suitably qualified personnel. We will fix any material defects in our deliverables, notified within 30 days of completion, at no additional cost.
Beyond this, our website and services are provided "as is". We make no warranty that:
- Services will be uninterrupted, error-free, or compatible with every possible configuration.
- Any specific business outcome will be achieved.
- Third-party systems (Microsoft, cloud providers, ISPs) will remain available or unchanged.
11. Limitation of liability
To the maximum extent permitted by law:
- Our total liability in connection with any engagement is limited to the total fees paid by you for that engagement in the 12 months preceding the claim.
- We are not liable for indirect, consequential, or incidental losses, including lost profits, lost revenue, or loss of data — except where caused by our negligence.
- Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.
12. Suspension and termination
We may suspend services immediately if:
- You fail to pay undisputed invoices after 30 days' notice.
- You engage in unlawful activity or breach our security policies.
- Continuing to provide services would create a security risk to our infrastructure or other clients.
Either party may terminate a managed service agreement with 30 days' written notice after the initial term. On termination:
- You remain liable for fees for services delivered up to the termination date.
- We will provide a reasonable handover, including documentation, credentials, and access information.
- Provisions relating to confidentiality, data protection, and liability survive termination.
13. Force majeure
Neither party is liable for failure to perform obligations caused by events outside their reasonable control, including but not limited to natural disasters, war, pandemics, internet outages, or third-party service failures.
14. Complaints and escalation
If you are unhappy with our service, please raise it with your account manager in the first instance. If it remains unresolved, escalate to info@catzenlimited.uk. We aim to acknowledge all formal complaints within 2 business days and resolve them within 10.
15. Governing law
These terms are governed by the laws of England & Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England & Wales.
16. Changes to these terms
We may update these terms occasionally. The version in force at the time of your engagement is the one that applies to that engagement. Material changes will be notified to active clients by email at least 30 days in advance.
17. Contact
For any questions about these terms, contact us: