These Terms and Conditions (“Terms”) govern your use of services provided by QB Helpline LTD (“we,” “us,” “our”). By using our services, visiting our website at www.qbhelplineltd.com, or doing business with us, you agree to these Terms.

QB Helpline LTD is registered in Scotland (Company Number: SC875253), with its registered office at 118 St. Clair Street, Kirkcaldy, United Kingdom, KY1 2BZ. We were incorporated on 14 January 2026.

If you do not agree with any part of these Terms, please do not use our services. Please read them carefully and keep a copy for your records.

Definitions

In these Terms, the following words have the meanings set out below:

• “Company” means QB Helpline LTD, registered in Scotland under company number SC875253.
• “Client” means the individual or business entity using or purchasing our Services.
• “Services” means the software support, setup, upgrade, data, and related technical services described on our website and in any service documentation.
• “Agreement” means these Terms and Conditions, together with any service-specific terms, order confirmations, or statements of work.
• “Website” means www.qbhelplineltd.com and any associated subdomains.

Our Services

QB Helpline LTD provides software support services, including but not limited to:

• Software setup, installation, and initial configuration
• Software upgrades, updates, and migration assistance
• Data services including backup, recovery, and file repair
• Ongoing technical support and troubleshooting
• Annual and monthly support plans with priority service

All services are delivered remotely using secure remote access tools, unless agreed otherwise in writing.

We do not provide the following:

• Hardware support, repair, or replacement
• Network infrastructure setup or management
• Custom software development or programming
• Services for software that is pirated, unlicensed, or otherwise illegally obtained

Client Obligations

To allow us to deliver our Services properly, you agree to:

• Provide accurate information. You must supply correct and complete details about your software environment, issues, and business requirements.
• Maintain valid software licences. All software we support must be properly licensed and legally obtained. This is your responsibility.
• Grant necessary remote access. Where needed, you must provide timely, secure remote access to your systems so we can carry out the agreed work.
• Back up your data. We take precautions and may create backups as part of our service, but you are responsible for keeping current backups before we begin work.
• Pay fees on time. All fees must be paid in accordance with the payment terms set out in Section 5 below.

Fees and Payment

Our fees are as listed on our website at the time of purchase, unless otherwise agreed in writing. Current pricing includes:

• Pay As You Go: from £99 per incident
• Business Plan: £149 per month
• Enterprise Plan: £349 per month

Payment terms:

• Per-incident services: payment is due before the service is delivered.
• Monthly plans: billed monthly in advance on the same date each month.
• Annual plans: billed annually in advance, with a discounted rate as stated on our website.

We accept payment by bank transfer, credit card, and debit card. All prices are quoted in British Pounds Sterling (£ GBP).

Late payment: If payment is not received by the due date, we will send a reminder. If payment is still outstanding after 14 calendar days, we may suspend Services until the balance is cleared. We may also charge interest on overdue amounts at 4% above the Bank of England base rate, in line with the Late Payment of Commercial Debts (Interest) Act 1998.

VAT: Unless otherwise stated, all prices are exclusive of VAT. VAT will be added where applicable at the prevailing rate.

Intellectual Property

All materials, processes, documentation, templates, and methodologies we create or use when delivering our Services remain our intellectual property. This includes diagnostic procedures, configuration guides, and internal tools.

You retain full ownership of your data, files, software licences, and any proprietary materials you provide to us during service delivery.

Nothing in these Terms grants you any rights to our intellectual property beyond what is necessary to receive the Services.

Confidentiality

Both parties will treat confidential information received from the other party with the same care they apply to their own confidential information, and no less than a reasonable degree of care.

Confidential information includes, but is not limited to, financial data, customer lists, software configurations, system passwords, business plans, and anything marked as confidential.

We handle all client data in line with UK data protection laws, including the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations.

This confidentiality obligation survives termination of the Agreement.

Data Protection

When delivering our Services, we may process personal data on your behalf. We do so in accordance with our Privacy Policy and all applicable UK data protection legislation.

In practice, this means:

• We use secure, encrypted remote access tools for all service delivery.
• All data transmitted during sessions is encrypted in transit.
• We do not store client data beyond what is required for service delivery and record-keeping.
• Remote access sessions are initiated only with your explicit consent and may be terminated by you at any time.
• We will never sell, share, or otherwise distribute your personal data to third parties for marketing purposes.

Limitation of Liability

We aim to deliver our Services to a high standard. However, to the fullest extent permitted by law:

• We are not liable for any loss of data where you have failed to maintain adequate backups prior to our work.
• We are not liable for issues caused by unauthorised modifications to your software or systems, whether made by you or by third parties.
• We are not liable for bugs, defects, or errors in third-party software that are outside our control.
• We are not liable for any indirect, consequential, or incidental losses, including but not limited to loss of profit, loss of business, or loss of opportunity.

Our total aggregate liability under this Agreement shall not exceed the total fees paid by you to QB Helpline LTD in the 12-month period immediately preceding the event giving rise to the claim.

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.

Service Level

Response times depend on your service plan. Clients on monthly or annual plans receive priority response and faster turnaround.

We work to resolve all issues as quickly as possible, but we cannot guarantee specific resolution times. Some issues require investigation, third-party coordination, or multiple support sessions.

We may occasionally carry out scheduled maintenance on our internal systems. Where possible, we will notify affected clients in advance. Maintenance may cause temporary unavailability of our support channels.

Termination

Either party may terminate this Agreement as follows:

• Monthly plans: Cancel at any time with 30 days’ written notice. No refund will be given for the current billing period, but no further charges will be made after cancellation takes effect.
• Annual plans: Cancel with 30 days’ written notice. A pro-rata refund will be issued for any unused complete months remaining on the plan.
• Per-incident services: Each transaction is standalone and no ongoing termination notice is required.

Immediate termination: Either party may terminate the Agreement immediately by written notice if the other party commits a material breach and does not remedy it within 14 days of receiving written notice.

Upon termination, all outstanding fees become immediately due. We will securely delete or return any client data we hold within 30 days, unless we are required by law to retain it.

Governing Law

These Terms are governed by the laws of Scotland.

Both parties agree to the exclusive jurisdiction of the Scottish courts for any disputes arising under this Agreement.

Changes to These Terms

We may update these Terms from time to time. When we do:

• The “Last updated” date at the top of this page will be revised.
• Material changes will be communicated to existing clients via email notification.
• Continued use of our Services after changes take effect constitutes your acceptance of the revised Terms.

Please review these Terms periodically. If you do not agree with any changes, you may end your agreement as described in Section 11.

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