Terms of Business
These terms govern every engagement between NE Support and its clients. Each client's specific scope, fee and start date are set out in a separate order form signed by both parties. The order form and these terms together form the agreement. If they conflict, the order form wins.
1. What we do
NE Support provides business support services including operations, marketing, finance and administrative support, delivered as monthly retained functions, one-off projects, individual services or ad hoc work, as described in the order form.
2. How we work
You approve everything. Nothing is published, sent or submitted externally in your name without your approval. This rule does not bend.
Monthly check-in and report. Retained work runs to a named monthly scope. At each check-in we agree the priorities. You receive a monthly report showing what was delivered and how it is performing.
Your portal. You have a login to a portal showing what has been delivered for you, and an indication of the time spent against your monthly allowance. Your retainer buys an allocation of our capacity for the month, applied to the priorities we agree together; it is not a metered account of minutes worked, and small variations either way are normal and are not invoiced or credited. Where an engagement has a specific reporting requirement, that is set out in your order form and takes precedence.
Work outside the agreed scope is quoted before it starts, at £50 per hour or a fixed price agreed in advance, and is not started without your go-ahead.
Use of AI. NE Support uses AI tools to deliver work efficiently. Client information is handled under the confidentiality terms below at all times, and any restrictions on specific tools can be agreed in the order form.
3. Fees and payment
Fees are set out in the order form. Retainers are invoiced monthly, and invoices are payable within 7 days. Prices exclude VAT where applicable. Third-party costs (software subscriptions, advertising spend, domain fees and similar) are the client's own and are only ever incurred with the client's approval.
4. Term and notice
Retained engagements run monthly and continue until either party gives 30 days' written notice. Fees remain payable for work delivered up to the end of the notice period. One-off projects end at handover as described in the order form.
5. Reviewing the fee
Fees are reviewed each November. Any change takes effect from 1 January and is confirmed to you in writing at least 30 days beforehand. Your hours and scope do not change at a review unless we agree that separately. If a reviewed fee does not work for you, the notice period in clause 4 applies as normal.
6. Confidentiality
Each party keeps the other's confidential information confidential, during the engagement and for five years afterwards, and uses it only for the purposes of the engagement. This does not apply to information that is public, already known, or required to be disclosed by law.
7. Intellectual property
Intellectual property in work delivered to the client transfers to the client on payment of the related fees. NE Support keeps ownership of its own pre-existing materials, templates, systems and know-how, and grants the client whatever licence is needed to use the delivered work.
8. Data protection
Each party complies with UK data protection law in relation to personal data handled under the engagement. NE Support is registered with the Information Commissioner's Office and pays the annual data protection fee. We process personal data only as needed to deliver the services, and we never sell it or share it beyond what the services require.
Where we hold access to your systems, we keep a record of what that access is and who holds it, and it is removed when the engagement ends.
9. Liability
Nothing in these terms limits liability for fraud, or for death or personal injury caused by negligence. Subject to that, NE Support's total liability under an engagement is capped at £250,000, and neither party is liable to the other for indirect or consequential loss, or for loss of profit, revenue or goodwill.
10. Non-solicitation
During the engagement and for 12 months afterwards, neither party will solicit for employment or engagement any person who worked on the engagement for the other, without the other's consent.
11. When the engagement ends
Everything we have produced for you is yours, and so is everything you gave us. On ending, and at any time before it, we will hand over the work we have delivered and any of your data we hold, in a usable form and at no charge. We will then remove our access to your systems and delete our working copies, keeping only what we are required to keep for tax and legal record-keeping.
We do not hold work or data back as leverage, and we do not charge for handing back things that were yours to begin with.
12. General
Neither party is liable for delay caused by events outside its reasonable control. These terms and the order form are the whole agreement between the parties. Changes to these terms apply to a client only from their next review point, never mid-agreement; the version number and date above identify the terms a client signed against. These terms are governed by the law of England and Wales and the courts of England and Wales have exclusive jurisdiction.
Questions: hello@nesupport.co.uk