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Terms of Service

Last updated: December 10, 2025

1. Agreement to Terms

By accessing or using the services provided by Azrak Group Ltd (Company No: 16222512), trading as Azrak ("we", "our", or "us"), you agree to be bound by these Terms of Service. If you do not agree to these terms, please do not use our services.

2. Services Description

We provide IT support and technical services including but not limited to:

  • Software development and maintenance
  • Technical support and helpdesk services
  • E-commerce solutions
  • Microsoft 365 and Intune management
  • Multi-platform technical support
  • AI-assisted support services

3. User Accounts

When you create an account with us, you must provide accurate, complete, and current information. You are responsible for safeguarding your account credentials and for any activities or actions under your account. You must immediately notify us of any unauthorized use of your account.

4. Subscription Services

Our subscription-based services are offered on the following terms:

  • Billing: Subscriptions are billed monthly in advance unless otherwise specified. Billing occurs automatically on your subscription anniversary date.
  • Payment: Payment is processed securely through Stripe. All prices are in GBP (£) and include VAT where applicable. By subscribing, you authorize us to charge your payment method on a recurring basis.
  • Auto-renewal: Subscriptions automatically renew unless cancelled at least 24 hours before the renewal date. No refunds will be provided for partial billing periods.
  • Cancellation: You may cancel your subscription at any time through your account portal. Cancellation takes effect at the end of the current billing period.
  • Changes: We reserve the right to modify subscription pricing, features, or terms with 30 days' advance notice via email.
  • Failed Payments: If payment fails, we will attempt to charge your payment method up to 3 times. Continued payment failure may result in service suspension or termination.

5. Service Availability and Support

We strive to provide reliable services, however:

  • Uptime: We do not guarantee 100% service uptime. Services may be temporarily unavailable due to maintenance, technical issues, security incidents, or circumstances beyond our reasonable control.
  • Maintenance: We reserve the right to perform scheduled or emergency maintenance with or without notice. We will make reasonable efforts to minimize service disruption.
  • Support Hours: Support is provided during business hours (9 AM - 5 PM GMT, Monday-Friday, excluding UK bank holidays) on a best-effort basis. Response times vary by subscription tier.
  • Emergency Support: Critical issues may receive priority support outside business hours at our discretion or as specified in your subscription tier.
  • No Warranty: Services are provided "as is" and "as available" without warranties of any kind, either express or implied.

6. User Responsibilities

You agree to:

  • Use our services only for lawful purposes
  • Not attempt to gain unauthorized access to our systems
  • Not transmit malicious code or viruses
  • Not use our services to harm, harass, or violate the rights of others
  • Comply with all applicable laws and regulations
  • Maintain the security of your account credentials

7. Intellectual Property

All content, features, and functionality of our services, including but not limited to text, graphics, logos, and software, are owned by Azrak Group Ltd or our licensors and are protected by UK and international copyright, trademark, and other intellectual property laws.

8. Limitation of Liability

To the fullest extent permitted by law:

  • No Liability for Indirect Damages: Azrak Group Ltd shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, revenue, data, use, goodwill, business interruption, or other intangible losses.
  • Cap on Direct Damages: Our total liability for any claims arising from or relating to these terms or our services shall not exceed the total amount paid by you to us in the twelve (12) months immediately preceding the event giving rise to the claim, or £100, whichever is greater.
  • Exclusions: This limitation applies regardless of the legal theory (contract, tort, negligence, strict liability, or otherwise) and whether or not we have been advised of the possibility of such damages.
  • Third-Party Services: We are not responsible for any issues arising from third-party services, software, or integrations, including but not limited to Stripe, Frappe, or other platforms we integrate with.
  • Data Loss: We are not liable for any data loss, corruption, or unauthorized access resulting from your use of our services. You are responsible for maintaining appropriate backups of your data.
  • User Content: We are not liable for any content, data, or materials provided by you or other users. You assume all risk associated with your use of such content.
  • Force Majeure: We shall not be liable for any failure or delay in performance due to circumstances beyond our reasonable control, including but not limited to acts of God, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, network infrastructure failures, strikes, or shortages of transportation, facilities, fuel, energy, labor, or materials.

Important Notice: Some jurisdictions do not allow the exclusion or limitation of incidental or consequential damages. In such jurisdictions, our liability shall be limited to the greatest extent permitted by law. Nothing in these terms excludes or limits our liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law.

9. Indemnification

You agree to indemnify, defend, and hold harmless Azrak Group Ltd, its directors, officers, employees, contractors, agents, and affiliates from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees and costs) arising from or relating to:

  • Your use or misuse of our services
  • Your violation of these Terms of Service or any applicable law or regulation
  • Your violation of any third-party rights, including intellectual property rights, privacy rights, or contractual rights
  • Any content, data, or materials you submit, post, or transmit through our services
  • Any dispute between you and any third party
  • Your breach of any representation or warranty made in these terms
  • Any claim that your use of our services caused damage to a third party

This indemnification obligation will survive the termination or expiration of these Terms of Service and your use of our services. We reserve the right to assume exclusive defense and control of any matter subject to indemnification by you, in which case you will cooperate with us in asserting any available defenses.

10. Service Termination and Suspension

We reserve the right to suspend or terminate your access to our services under the following circumstances:

  • Immediate Termination: We may immediately suspend or terminate your account without notice if you violate these terms, engage in fraudulent activity, pose a security risk, or if required by law.
  • Non-Payment: If payment fails and is not resolved within 7 days of notification, we may suspend your access to services. Services may be terminated if payment issues persist for 30 days.
  • User-Initiated Cancellation: You may cancel your subscription at any time through your account portal. Cancellation takes effect at the end of the current billing period, and you will retain access until that date.
  • Effect of Termination: Upon termination, your right to use our services will immediately cease. We may delete your account and all associated data within 30 days of termination, unless required by law to retain it longer.
  • No Refunds: Except as required by law or as expressly stated in our Refund Policy, fees paid are non-refundable, including fees for any unused portion of the service period.
  • Survival: Sections of these terms that by their nature should survive termination will survive, including but not limited to sections on intellectual property, limitation of liability, indemnification, and dispute resolution.

11. Data Protection and Privacy

We are committed to protecting your personal data in accordance with UK data protection laws, including the Data Protection Act 2018 and UK GDPR. By using our services, you acknowledge and agree that:

  • We will process your personal data as described in our Privacy Policy
  • You are responsible for ensuring that any personal data you provide is accurate and up-to-date
  • You will not submit or process through our services any personal data of third parties without appropriate legal basis and consent
  • We may use third-party service providers (including Stripe for payment processing and Frappe for service delivery) who may process your data on our behalf
  • You have rights under data protection law, including the right to access, rectify, erase, restrict processing, data portability, and object to processing of your personal data

For full details on how we collect, use, and protect your personal data, please review our Privacy Policy. By continuing to use our services, you consent to our processing of your personal data as described.

12. Dispute Resolution

In the event of any dispute, controversy, or claim arising out of or relating to these Terms of Service or our services:

  • Informal Resolution: You agree to first attempt to resolve any dispute informally by contacting us at info@azrak.io. We will make reasonable efforts to resolve the matter within 30 days.
  • Mediation: If informal resolution is unsuccessful, both parties agree to attempt mediation before pursuing legal action. The mediation shall be conducted by a mutually agreed mediator in accordance with the Centre for Effective Dispute Resolution (CEDR) Model Mediation Procedure.
  • Legal Action: If mediation fails or is declined by either party, disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
  • Time Limitation: Any claim or cause of action arising out of or related to these terms or our services must be filed within one (1) year after such claim or cause of action arose, or be forever barred.
  • No Class Actions: You agree that disputes will be resolved on an individual basis only, and not as part of a class, consolidated, or representative action.

13. Changes to Terms

We reserve the right to modify these Terms of Service at any time. We will notify users of material changes by email or through a notice on our website. Your continued use of our services after such modifications constitutes acceptance of the updated terms.

14. Governing Law

These Terms of Service are governed by and construed in accordance with the laws of England and Wales, without regard to conflict of law principles.

15. Severability

If any provision of these terms is found to be unenforceable or invalid, that provision will be limited or eliminated to the minimum extent necessary, and the remaining provisions will remain in full force and effect.

16. Entire Agreement

These Terms of Service, together with our Privacy Policy, Cookie Policy, Acceptable Use Policy, and Refund Policy, constitute the entire agreement between you and Azrak Group Ltd regarding your use of our services and supersede all prior agreements, understandings, and communications, whether written or oral. Any additional or different terms proposed by you are hereby rejected unless expressly agreed to by us in writing.

17. Assignment

You may not assign, transfer, or delegate any of your rights or obligations under these Terms of Service without our prior written consent. We may assign, transfer, or delegate our rights and obligations under these terms without restriction, including to any affiliate or in connection with any merger, acquisition, reorganization, or sale of assets.

18. Waiver

Our failure to enforce any right or provision of these Terms of Service will not be deemed a waiver of such right or provision. Any waiver of any provision of these terms will be effective only if in writing and signed by an authorized representative of Azrak Group Ltd.

19. Contact Information

If you have questions about these Terms of Service, please contact us:

Email: info@azrak.io

Phone: +44 333 090 6063

Address: 71-75 Shelton Street, Covent Garden, London, England, WC2H 9JQ

Company No: 16222512