Skip to content

Legal

Project & Services - Terms & Conditions

1. Scope of these terms

These terms apply solely to additional services, standalone projects, and product purchases. They do not apply to, nor override, any terms outlined in the main IT Support Contract Agreement. All standard support services provided under Sereno’s IT Support Contract remain governed exclusively by that agreement.

2. Ordering & Payment Terms

  • Order Cancellation – Once accepted by Sereno, all orders are non-cancellable unless otherwise agreed in writing by the Sereno management team.

  • Upfront Product Payment – For product purchases exceeding £5000, full payment will be required upfront. Work relating to the supply, configuration, or installation of such products will not commence until payment is received.

  • Product Invoicing – All products purchased through Sereno, below £5000 (explained above), will be invoiced in full upon delivery at the Client’s chosen address.

  • Project Deposit Terms – For projects requiring more than one day of labour (excluding Cyber Security Packages), 50% of the total project cost will be invoiced upfront upon approval. The remaining 50% will be invoiced upon completion and formal sign-off by the Client.

3. Project Delivery & Delays

  • Client Delay Impact – The project delivery timetable, once agreed, is based on timely input and approvals from the Client. Where delays arise due to the Client’s failure to provide required input or access, a new delivery schedule will be created at Sereno’s convenience. This may affect priority or availability in our scheduling queue.

  • Rework Due to Delays – If delays caused by the Client result in rework or additional effort beyond the agreed scope, the Project Manager will inform the Client at the time and escalate to the Account Manager for review and a quotation for any additional work required.

  • Delayed Project Closure – If a project is delayed by more than 90 days due to Client-related reasons (e.g., lack of availability, incomplete information, or change requests), Sereno reserves the right to invoice the full project value and close the project. A revised scope and new proposal may be required to restart the engagement.

4. Product Warranty & Support

  • Warranty Process – Where products procured through Sereno are found to be dead on arrival or present hardware-related faults, Sereno will support the Client by escalating the issue through the manufacturer’s warranty process. Resolution, whether by repair or replacement, will be subject to the manufacturer’s terms and conditions. Sereno does not provide replacement hardware at its own cost and is not liable for hardware faults outside of warranty provisions. Replacement hardware, if required outside the warranty process, will be quoted separately.

5. Ongoing Service Billing & Termination

  • Notice for Recurring Monthly Services – All recurring monthly services require a minimum of 90 days’ written notice prior to the renewal date to terminate or otherwise amend the service.

  • Automatic Transition to Annual Renewal – Unless otherwise stated in writing, all recurring monthly services are subject to an initial term as set out in the relevant quote or proposal. Upon completion of the initial term, such services shall automatically transition to an annually renewing term, with each renewal lasting for a period of 12 months.

  • Usage-Based Billing – Where service charges are based on User, Email, Device, or Site counts, the Client acknowledges that monthly billing may vary in line with the live usage at the time of invoicing. Breakdowns of these counts can be provided upon request within 28 days from the invoice date. To request this, and billing mechanisms for all services, please contact accounts@serenoit.co.uk .

  • Blanket Service Coverage – All services billed on a per-licensed email account, per-employee, per-device, or per-site basis are provided on a blanket coverage basis. Charges apply to all such accounts, employees, devices, or sites within the Client’s organisation, and the Client may not exclude individual items from coverage unless otherwise agreed in writing by the Sereno management team.

  • Early Termination – Specific terms relating to individual services will be set out in the relevant quote or proposal. In the event the Client elects to terminate such services prior to the agreed term, full payment of the remaining contract value shall become immediately due, unless otherwise agreed in writing by the Sereno management team.

  • Minimum Monthly Service Value – Where monthly usage decreases, the total recurring service value invoiced in any given month may not reduce by more than 25% of the total recurring service value invoiced in the preceding month, unless otherwise agreed in writing by the Sereno management team.

6. Service Limitations

  • Cyber Service Limits – Sereno’s cyber security services are designed to provide preventative and/or reactive protection, depending on the specific solution in place. While these services aim to significantly reduce risk, no cyber security service can offer absolute protection against all threats or guarantee immunity from cyber attacks. Any guarantees or warranties associated with cyber security tools or platforms are provided directly by the relevant vendor or supplier, and can be made available to the Client upon request.