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Terms and Conditions

By using any of our services, you agree to all our Terms and Conditions as set out below.
Please note that these Terms and Conditions may be subject to change. If you are a contracted client, we will actively notify you of any relevant changes specific to your contract. They are always available at directionforward.com/terms-and-conditions, you can also request a copy from us at any time, and they are sent out with all invoices and contracts.

Direction Forward Ltd is a registered company in England and Wales. Company number 09432418.
Office address: 1st Floor Unit F, Damsel House, Dragonfly Place, London SE4 2FN, United Kingdom.
Registered address: Slate Hall, Middle Green, Wakes Colne, Essex CO6 2BJ, United Kingdom.

  1. Definitions
  2. Business Support
  3. Hosting Services
  4. Terms
  5. Cancellations
  6. Rights
  7. VAT
  8. Making Payments
  9. Late and non-payments
  10. Accreditations

1. Definitions

  • The client or customer is the party seeking services from Direction Forward Ltd.
  • Direction Forward Ltd is the services, solutions, and support provider.
  • This document refers to that/those being supplied by Direction Forward Ltd to the client/customer.
  • A Support Agreement refers to any pre-existing contract or retainer between Direction Forward Ltd and
    the client/customer to provider support and/or infrastructure and/or further professional services.

2. Infrastructure and Business Support

  1. Response time for ‘Infrastructure Support’, ‘Business Support’, and ‘Business Support Plus’ services is same business day.
  2. Response time for ‘Business Support Plus One’ services is within one hour.
  3. Support is available on any working day – which means any day that is not a Saturday, Sunday, or
    public holiday in England.
  4. Support on these days is available during our opening and support hours – our office is open 0900–
    1800 and support is rendered 0900–2100.
  5. Response times are only guaranteed in response to a support ticket (directionforward.com/support).
  6. Support at other times is available by prior arrangement only and will be subject to additional charges.
  7. With a Support Agreement, support that is not included in your service fee will be charged at:
    1. your discounted hourly rate in 15-minute increments at a 15-minute minimum for remote support.
    2. your discounted hourly rate in 15-minute increments at a 1-hour minimum for onsite support.
  8. Without a Support Agreement, support will be charged at:
    1. £90.00 per hour in 15-minute increments at a 1-hour minimum for remote support.
    2. £90.00 per hour in 1-hour increments at a 1-hour minimum for onsite support.
  9. Please direct any comments, considerations, or complaints to [email protected] with an appropriate subject.
  10. Please direct any queries concerning contracts, recurring services, or payments to [email protected] with an appropriate subject.
  11. Larger business customers may have a dedicated email address for specialised contact, which will follow the format [yourbusinessname]@directionforward.net (please note the .net domain suffix here).
  12. Full and up to date contact details are always available on our website at directionforward.com/contact.
  13. Where necessary, please send physical items and documents to:
    Due to the ongoing Covid-19 pandemic, please do not send any physical items or documents to our office address. Please contact us for a mailing/shipping address on a case-by-case basis.

3. Hosting Services

  1. The term ‘hosting services’ can include but is not limited to the following: domain names, web hosting, server hosting, database hosting, application hosting, DNS hosting, Nameserver hosting, cloud Backup hosting, cloud Shared Drive hosting, Computer Backup hosting, SharePoint hosting, Exchange email hosting, IMAP email hosting, Microsoft 365 licenses, Google Workspace licenses, Azure usage costs, Google Cloud Platform usage costs, and AWS usage costs.
  2. Such services may be provided Direction Forward Ltd directly but, depending on your requirements, may also be taken out with top tier providers, with Direction Forward Ltd partnering or managing or liaising.
  3. In all cases described above, Direction Forward Ltd will ensure that the client is in possession of all administrator access details to any and all systems.
  4. If any hosting services are found to be being abused by the client, Direction Forward Ltd may take action to deactivate these services without prior notice. Abuse can include but is not limited to: spamming, hacking, distributed denial-of-service (DDoS) attacks, cryptocurrency mining, malware distribution, and distribution and/or resale of pirated software and/or subscriptions.
  5. Client access to hosting services systems and data will only be restricted by Direction Forward Ltd on non-payment of invoice(s) by the client and/or if hosting services are abused by the client.
  6. All hosting services will always renew by default in order to maintain continuity of your services and preservation of your data. This is industry standard practice. Thus, in short, any and all hosting services automatically renew, rather than require any specific instruction to renew.
  7. Hosting services are provided unmanaged, and thus management of all hosting services is the client’s responsibility, unless the client has a Support Agreement with Direction Forward Ltd specifying management of any such services. Direction Forward Ltd cannot be held liable for any data loss and/or services faults caused by incorrect management and/or incorrect usage by the client of hosting services supplied.
  8. Some hosting services require applications to be installed and working/active on client servers and/or client workstations, for example for Computer Backup service. Management of all applications is the client’s responsibility unless the client has a Support Agreement with Direction Forward Ltd specifying management of any such applications. Direction Forward Ltd cannot be held liable for any data loss and/or faults caused by failure to install and/or run and/or maintain said applications, and/or by incorrect management and/or incorrect usage of said applications.

Full Terms of Use for web hosting services are available at: directionforward.com/terms-of-use.

4. Terms

  1. Business support services are provided on a monthly, quarterly, or annual basis. The term will be mutually agreed and specified in your Support Agreement.
  2. Domain name registrations are available on an annual basis only. Domain name registrations must be paid in advance or at the start of the annual term.
  3. Web hosting is available on an annual or monthly basis, which can vary by plan/specification. Web hosting must be paid in advance or at the start of the annual or monthly term.
  4. Infrastructure hosting1 is available on an annual or monthly basis, which can vary by plan/specification. Infrastructure hosting must be paid in advance or at the start of the annual or monthly term.
  5. Email hosting2 is available on an annual or monthly basis, which can vary by platform/specification. Email hosting must be paid in advance or at the start of the annual or monthly term.

5. Cancellations

  1. Domain names:
    1. To cancel domain name(s), you must let us know at least one week (seven calendar days) before the
      annual renewal date3.
  2. Hosting services:
    1. If your web services are on a monthly basis and you do not wish to continue, you may cancel at any
      time with one month’s notice.
    2. If your web services are on an annual term, cancellations are available towards the end of your current term,
      as these are pre-paid services. You must let us know at least one week (seven calendar days) before
      your renewal date4. Otherwise, your service(s) will be automatically renewed, and you will be charged accordingly.
  3. Business support – a request to cancel a Business Support service can be made at any time, with the
    following conditions:

    1. The minimum term stipulated in your Support Agreement must be completed and paid before the service can be considered ceased. If you do not wish to complete the minimum term you can exit early by paying all service charges that apply to complete the minimum term.
    2. The notice period stipulated in your Support Agreement must be given. If your notice period is one month or there is no notice period stipulated, you can cancel with one month’s notice. If your notice period is one quarter (three months), you can cancel with one quarter’s (three months) notice.
    3. Business Support services on an annual term may be cancelled with the negotiated agreement of both parties without the need to complete the full period if more than six months remains of the term; this is for the mutual benefit of both parties. Additional cancellation fees may also be applied if Direction Forward have incurred costs which must be recouped.
  4. Following a cancellation request, any outstanding invoices and charges must be paid before a service(s) can be considered fully ceased and settled. Outstanding amounts may include but are not limited to: service charges for the remainder of a minimum term, service charges to complete a notice period, previously unpaid invoices, and previously missed scheduled payments.

6. Rights

  1. Trademarks:
    All trademarks are and will remain the properties and likenesses of their registered owners. They will be displayed with kind permission and/or under terms of partner agreements and/or under general fair-usage.
  2. Intellectual Property:
    Existing assets are and will remain the property of the client. Any and all assets created by Direction Forward Ltd will initially be the property of Direction Forward Ltd, until receipt of payment, whereupon they will pass to the client, unless otherwise specified.
  3. Use of Assets:
    Direction Forward Ltd reserves the right to use any and all assets created and/or worked by us for our own marketing purposes. We will only use such assets for positive promotional purposes and will attribute ownership to the client where applicable. If you would like to opt out of this either for a specific project or entirely, please let us know.
  4. Client Lists:
    Direction Forward Ltd reserves the right to publicly list any client on our website, on social media, and in our other marketing materials. Listings will only be used for positive promotional purposes with no intention of defamation. If you would like to opt out of this either for a specific project or entirely, please let us know.

7. VAT

  1. All prices (on our website, in our correspondence, on social media, and in our other marketing materials) are listed without VAT unless otherwise indicated.
  2. All prices are subject to VAT at the current UK standard rate, unless otherwise indicated. Some professional fees may be VAT exempt and nonprofit clients may have a VAT exemption.
  3. If you are based in the EU and are VAT registered, you must provide us with your valid EU VAT number in order for your invoice to be rated at 0% VAT. Otherwise your invoice will show VAT at the standard UK rate.
  4. Our VAT registration number is GB 281034037.

8. Making Payments

  1. Always provide your ‘Invoice Reference’ number from your Invoice as the payment reference when making any payment to us, via any method. Failure to provide a payment reference will result in issues with your payment being received and/or reconciled against your account.
  2. All clients using services with potential additional and/or usage charges, for example for phone services with surplus call charges and ads services with ads budgets, are required to use automated payments for billing; either via card payment or Direct Debit.
  3. If you are unable to provide a payment reference when making a payment, please email [email protected] with details of your payment in order for it to be reconciled.
  4. Please read and utilise the details of the payment methods on your invoice(s) carefully. We cannot accept any liability for or guarantee any refunds or any assistance in recovering payments made using incorrect payment details or methods.
  5. Our banking details can be validated to prove our identity and confirm you are making a payment to Direction Forward Ltd (e.g. using Open Banking). Please check with us at [email protected] if you are unsure about any payment details.
  6. Payments can be made:
    1. By bank transfer including Fast Payment, BACS, and CHAPS.
    2. Securely online using a debit/credit card.
    3. Via protected Direct Debit mandate.
    4. In cryptocurrency.
  7. Details for making payments:
    1. Bank details — Direction Forward, 60-02-63 (Sort Code), 10195645 (Account), GB40NWBK60026310195645 (IBAN), NWBKGB2L (BIC), National Westminster Bank plc, Black Lion House, 45 Whitechapel Road London E1 1DU, UK
    2. Debit/Credit Card — Pay securely online at directionforward.com/payment
    3. Direct Debit — Set up your Direct Debit at directionforward.com/directdebit
    4. Send to wallets — BitCoin: 17e1k447tTrVTe6C4dgBYFnPv4tDU7NGXX5, Ethereum: 0x9287899F65dAAc5049dD9329A7f73eC97685E1145
  8. Please note that we cannot accept cheques. If you can only make payment by cheque, please contact us to discuss a potential exemption arrangement, which will be subject to processing fees per cheque payment.

9. Late and non-payments

  1. Please be advised that we reserve the right to suspend/withhold any and/or all services if payment becomes overdue. Once payment has been settled, services will be resumed same working day, usually in less than one hour where possible.
  2. We reserve the right to cancel any and/or all services if payment becomes one quarter (i.e. three months) or more overdue from the date of invoice. We cannot be held liable in any way for any data loss or loss of services which may occur as a result of such cancellations.
  3. Any overdue or unpaid balances after 30 days (or as specified on an invoice, if there is a different payment term) will be subject to interest at 8% plus Bank of England base rate and penalty fees – in accordance with the Late Payment of Commercial Debts (Interest) Act 1998. You can use our late payment calculator available here to calculate internet and fees that may or will apply.
  4. We reserve the right to require clients who make frequent late payments (more than one quarter i.e. three months) to set up automated payments for billing for mutual protection and convenience; either via card payment or Direct Debit.
  5. Please be advised that all hosting services cannot be cancelled once an invoice becomes overdue and/or your payment is late, as the services will have automatically renewed – cross reference point 3.6

10. Accreditations

  • Microsoft Partner – 4564568
  • Apple Partner – G4V737YJJ8
  • Apple Developer – W79LYDTNS8
  • Dropbox Partner – U2ZH2N9G0D
  • Dell Premier Partner – UK
  • Stripe Partner – Direction Forward Ltd
  • ESET Partner – DIRECTIO
  • Ontrack Partner – 1150184
  • DUNS company number – 220646816
  • Information Commissioners Office (ICO) data controller – ZA422411


1 Includes Microsoft 365, Google Workspace, Azure, Google Cloud Platform (GCP), and Amazon Web Services (AWS) services.
2 Includes Exchange and IMAP services.
3 Confirmation of all domain name renewal dates is available on request.
4 Confirmation of all hosting services renewal dates is available on request.
5 Please contact us before paying by BitCoin/Ethereum in order to agree the rate of exchange and settlement of cryptocurrency transaction fees.