Terms & Conditions

1. Who provides the service

These terms govern services supplied by 3NT Solutions LLP, registered in England and Wales under number OC363382, with its registered office at 22 Brondesbury Park, Willesden, London, England, NW6 7DL (3NT, we, us). The contracting entity and service must be identified in the accepted order. Questions about these terms may be sent to legal@3nt.com.

2. Your agreement

An enquiry is not an order. A service contract is formed when we expressly accept an order identifying the service, price, billing period, initial term and any specific conditions. A proposal remains subject to its stated validity and availability. We will make the applicable documents available before acceptance and retain the version incorporated into the contract.
The accepted order takes priority for its expressly agreed commercial and technical matters, followed by any signed service schedule or SLA, the DPA for data-processing matters, these terms and the policies incorporated in the order. For personal-data processing, the DPA and applicable transfer instruments prevail over conflicting order, SLA or other service provisions; schedules may supplement them consistently. Mandatory law takes priority throughout. Descriptions of optional capabilities are not a commitment to supply them unless included in the order.

3. Eligibility and account information

You must have authority to enter the contract and provide accurate contact, billing and, where reasonably necessary, verification information. An authorised representative must be able to bind the organisation named in the order. Keep your contact information current and credentials secure, and notify us promptly of suspected compromise. You are responsible for use within your control; unauthorised use is assessed on its circumstances rather than automatically attributed to you.

4. Service scope and customer responsibilities

The order defines hardware or virtual resources, location, connectivity, allowances, management responsibilities and any backup, licence or support service. Unless expressly agreed, provision of infrastructure does not include administration of your operating system, applications or content. You must maintain appropriate security, licences and independent recovery measures and comply with the Acceptable Use Policy. Resellers must apply equivalent restrictions to their users and cooperate in remediation.
An advertised port speed is not necessarily a guaranteed sustained commitment. Transfer measurement, overage charges and any fair-use limits must be disclosed in the order. We do not impose undisclosed usage charges. Technical changes to meet a new requirement are subject to agreement on scope, price and timing.

5. Charges and payment

The order states the currency, recurring and one-off charges, tax treatment, payment dates and permitted payment methods. Consumer prices include taxes where legally required. Charges for additional work require prior agreement. You may raise a good-faith billing dispute promptly and pay the undisputed amount; we will investigate the issue.
Any late-payment interest or recovery charge requires a contractual or statutory basis. We do not make an unagreed card debit. Applicable legal restrictions may prevent receipt or return of a payment; restricted money does not become our property merely because it cannot be transferred.

6. Term, renewal and changes

The initial term, renewal mechanism and cancellation deadline must be stated before the order is accepted. Where automatic renewal applies, it is for the period stated in that order. Cancellation is effective in accordance with the agreed notice requirements, subject to mandatory rights.
We give advance notice of material changes affecting an existing service and of proposed renewal prices. Changes take effect only as permitted by the contract and law. Where a material adverse change is not otherwise agreed or legally required, we explain any applicable right to end the affected service before it takes effect. Urgent protective changes may be necessary to address a specific security threat or legal requirement.

7. Availability, maintenance and recovery

Any availability commitment, measurement period, exclusions and service credits must appear in an expressly agreed SLA. These terms do not introduce an unstated uptime guarantee. We take reasonable care in supplying the agreed service and communicate planned maintenance as provided in the service arrangements.
Backups and restores are supplied only within an agreed scope. The order should identify coverage, frequency, retention, destination and responsibility for checking and restoring copies. A snapshot is not automatically an independent backup. No statement about a backup removes rights that cannot lawfully be excluded.

8. Verification and protective action

We may request proportionate verification under the KYC Policy or restrict an affected function where reasonably necessary to address fraud, serious abuse, non-payment or a legal prohibition. Where safe and lawful, we explain the issue and provide a reasonable opportunity to respond or remedy it. Immediate measures may be needed to interrupt active harm or comply with law. Measures should be limited to the issue where reasonably practicable and reviewed as the circumstances change.
An allegation, failed automated check or incoming attack does not by itself establish a breach. You may request a human review through the contact stated in the relevant notice or legal@3nt.com.

9. Ending a service and handling data

A party may terminate for a material breach not remedied within a reasonable period specified in a notice. Serious, repeated or irremediable breaches and legal prohibitions may justify immediate termination. Any termination for convenience follows the accepted order and mandatory law.
We state the service end date, any lawful export arrangements and the deletion timetable in the termination notice or service schedule. Suspension alone does not authorise immediate destruction. We allow a reasonable opportunity for lawful and safe export where practicable. Legal preservation takes priority over routine deletion. You should retain independent copies and arrange migration before the service ends.

10. Refunds and losses

Refunds are governed by the Refund & Cancellation Policy and mandatory rights. There is no automatic forfeiture of every prepaid amount following a complaint or a failed verification. A specific cost-recovery deduction requires its own disclosed and lawful basis; the same loss must not be recovered twice.

11. Liability

Nothing excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited. Mandatory consumer rights and remedies remain unaffected.
For business customers, subject to that safeguard and any separately negotiated provision, the proposed aggregate cap for ordinary contractual liability relating to an affected service is the fees paid or payable for that service in the twelve months preceding the event. Neither party is liable to a business customer for indirect or consequential loss, subject to applicable law. This clause must not be read as removing an expressly agreed obligation or a remedy that cannot lawfully be excluded. Any specific claim is assessed under the contract and applicable law.

12. Confidentiality, data and lawful requests

Each party protects the other's confidential information with appropriate care, uses it for the contract and discloses it only to authorised recipients or on a lawful basis. The Privacy Policy explains our own processing; a DPA governs processing of customer personal data on instructions. Legal requests are assessed for competence, validity, scope and applicable restrictions. These terms do not authorise unrestricted inspection of customer content.

13. Complaints and governing law

Send contractual complaints to legal@3nt.com, identifying the account or order and the resolution sought. The contract is governed by the law of England and Wales. For business contracts, the courts of England and Wales have exclusive jurisdiction unless separately agreed. A consumer retains any mandatory protection and right to bring proceedings in another competent court. This clause does not waive requirements for valid service of legal process.
If a provision is unenforceable, the remainder continues where legally possible. A failure to enforce a provision is not a general waiver. Rights intended to survive termination, including accrued payment, confidentiality and applicable data obligations, continue for their proper duration.

14. Resellers and service providers

Where you resell or allocate services to downstream customers, the Reseller & Hosting Provider Policy and Downstream Customer Verification Standard apply when incorporated into your order. You must put materially equivalent obligations in place throughout the permitted resale chain, including required risk-based verification, acceptable use, resource attribution and cooperation with lawful requests. These obligations do not establish a direct contract between 3NT and your end users or authorise unrestricted disclosure of their information.