Terms of Service

These Terms of Service apply to all IT services provided by GNL Solutions, including ad-hoc support and GNL Protect subscription services.

For GNL Protect subscription clients, the signed Service Agreement provided via DocuSeal forms the contractual agreement between the parties. These Terms apply in addition to that agreement where relevant.

1. About Us

GNL Solutions is operated by:

• Graham Long
• Unit 6a, Hammonds Green Farm
• Hammonds Green, Framfield
• Uckfield, East Sussex TN22 5QH
• Email: graham@gnlsolutions.co.uk
• Phone: 01825 768548

2. Services

GNL Solutions provides IT support services including:

• Remote technical support
• On-site technical support
• System troubleshooting
• Software installation and configuration
• Security assistance
• General IT advice
• Managed support under GNL Protect plans

Services may be provided on a subscription basis (GNL Protect) or on an ad-hoc, time and materials basis.

3. GNL Protect Subscription Services

GNL Protect plans are provided under a separate signed Service Agreement.

That agreement sets out:

• Included services
• Monthly fees and device limits
• Payment terms
• Liability limits
• Cancellation and termination terms

Where there is any conflict between these Terms and the signed Service Agreement, the signed agreement takes precedence.

Billing

• Subscription fees are billed monthly in advance by Direct Debit via GoCardless.
• Additional devices are charged at £15 +VAT per device per month.
• Any support time exceeding your monthly allowance is billed at the member rate of £70 +VAT per hour.

Cancellation

• You may cancel your GNL Protect plan at any time by providing at least 30 days' written notice to support@gnlsolutions.co.uk.
• Cancellation takes effect at the end of the notice period. You will continue to receive full service until that date.
• There are no penalties or exit fees for cancellation.

Refunds

• The first month's fee is non-refundable once service setup has begun (installation of monitoring agents, ESET deployment, or any remote/on-site work).
• No partial refunds are issued for unused days within a billing period.
• If you cancel mid-month, you remain covered until the end of the paid period.

4. Cancellation, Refunds & Service End

What Happens When Service Ends

Upon cancellation or termination of a GNL Protect plan:

• Monitoring agents and remote access tools will be removed from your devices.
• ESET security software licences allocated to your devices will be revoked.
• Access to the support portal and any included services will cease.
• Any outstanding invoices or overage charges remain payable.

Backup & Data Services

Where GNL Solutions has provided backup setup assistance or manages backup services on your behalf:

Backup services are provided as a convenience and do not replace the client's responsibility to maintain appropriate data protection measures.

• GNL Solutions is not responsible for maintaining, storing, or preserving client data or backups after the service ends.
• Any backup data held on GNL Solutions infrastructure may be permanently deleted 30 days after the cancellation date.
• It is the client's responsibility to ensure they have independent copies of any important data before the service ends.
• GNL Solutions does not guarantee the availability or integrity of backup data after cancellation.

Data Retention After Cancellation

Account information, support tickets, and session logs are retained in accordance with the Privacy Notice. Billing records are retained for 7 years as required by UK tax law.

5. Ad-Hoc Support Services

Where services are provided outside of a subscription plan:

• Work is charged at the agreed hourly rate (standard rate £90 +VAT per hour unless otherwise agreed).
• A minimum charge may apply.
• Invoices are payable within 7 days unless otherwise stated.

Ad-hoc services do not include ongoing monitoring, patch management, or proactive maintenance unless specifically agreed in writing.

6. Client Responsibilities

Clients are responsible for:

• Maintaining appropriate backups of data
• Ensuring legal use of licensed software
• Providing accurate information about systems and issues
• Authorising access to devices and networks

GNL Solutions is not responsible for data loss or pre-existing system faults. While reasonable care is taken, no guarantee is given that data recovery will be possible.

7. Authority to Act on Customer's Behalf

The Customer authorises GNL Solutions to act as their agent for the purposes of procuring, configuring, managing and supporting third-party software, services, hardware and subscriptions on their behalf, in connection with the services provided under this agreement.

This authority includes, but is not limited to:

• (a) accepting standard, non-negotiable terms of service, end-user licence agreements, customer agreements, and acceptable use policies on the Customer's behalf, including (without limitation) the Microsoft Customer Agreement, distributor terms of service, software vendor licensing terms, and similar agreements that are required to provision or maintain the services;
• (b) creating, configuring and administering tenants, accounts, subscriptions and licences with third-party providers in the Customer's name;
• (c) submitting orders, placing renewals, and making routine administrative changes with third-party providers, distributors and registrars in the Customer's name;
• (d) providing the Customer's contact details (including name, email address, business address and phone number) to third-party providers and distributors as required to fulfil the services.

GNL Solutions will act in the Customer's reasonable interests and in line with the agreed scope of services. The Customer remains the legal owner of all tenants, accounts, subscriptions, data and licences procured under this authority.

This authority continues for the duration of the agreement and may be revoked by the Customer at any time in writing, except that revocation does not affect actions properly taken before revocation was received.

The Customer acknowledges that some third-party agreements (such as the Microsoft Customer Agreement) are between the Customer and the third party directly, and that GNL Solutions accepts these on the Customer's behalf as their agent, not as principal, and that the Customer is bound by the terms of those third-party agreements.

8. Payment

• Subscription fees are payable by Direct Debit unless otherwise agreed.
• Where invoicing is agreed, payment terms will be stated on the invoice.
• Late payment may result in suspension of services until payment is received.
• Business clients may be subject to statutory late payment interest under the Late Payment of Commercial Debts (Interest) Act 1998.

9. Limitation of Liability

To the maximum extent permitted by law:

• Liability for ad-hoc services is limited to the amount paid for the specific service giving rise to the claim.
• Liability for subscription services is governed by the signed Service Agreement.

GNL Solutions is not liable for any indirect or consequential loss, including loss of profit, loss of business, loss of data, or business interruption.

Nothing in these Terms excludes liability for death or personal injury caused by negligence or for fraud.

10. Data Protection

Personal data is processed in accordance with the GNL Solutions Privacy Notice available at:

https://gnlsolutions.co.uk/privacy

11. Suspension or Refusal of Service

GNL Solutions reserves the right to suspend or decline services where:

• Payment terms are not met
• Instructions are unlawful
• Behaviour is abusive or inappropriate
• Continued service presents unacceptable risk

12. Governing Law

These Terms are governed by the laws of England and Wales.

13. Updates to These Terms

These Terms may be updated from time to time. Continued use of services after updates take effect indicates acceptance of the revised Terms. The latest version will always be available at:

https://gnlsolutions.co.uk/terms-of-service

Last Updated: 6 May 2026

14. Revision History

Version	Date	Changes
2.0	6 May 2026	Added Section 7: Authority to Act on Customer's Behalf. Renumbered subsequent sections.
1.0	19 March 2026	Initial version.