Terms for online orders

1. Who these terms are for

1.1 These terms apply when you order a printer or copier on solveprint.co.uk. "We" and "us" mean SolvePrint (phone 07743 730963, email info@solveprint.co.uk). "You" means the company, school or other organisation named in your order.

1.2 Our online plans are only for limited companies, limited liability partnerships, schools, academies, trusts and other incorporated organisations. We cannot accept online orders from sole traders, partnerships or unincorporated organisations, or for personal use; please call us instead. By ordering, you confirm that the organisation named in your order is one we can accept, and that you are authorised to accept these terms on its behalf.

1.3 "Equipment" means the machine for your plan, plus any replacement we supply. "Start Date" means the date the Equipment is installed. "Term" means 60 months from the Start Date. "Working Day" means Monday to Friday, except bank holidays in England, and "Working Hours" means 8am to 5pm on a Working Day.

1.4 This is a fixed-term rental of the Equipment from SolvePrint, with servicing included. SolvePrint owns the Equipment throughout, and ownership never passes to you under this agreement.

2. Your plan

2.1 Your plan is the one you choose when you order:

2.2 This agreement is made up of your online order, our order confirmation email, the installation record (clause 3.4) and these terms. If they conflict, our order confirmation email takes priority.

3. How ordering works

3.1 When you order, you are asking to enter this agreement. We will contact you to confirm your details and book your installation. The agreement is made when we confirm your order by email.

3.2 We may decline an order, for example if you are outside the area we serve (England, except Northumberland, Tyne and Wear, Cumbria, Devon, Cornwall, Dorset and Somerset), or are not an organisation described in clause 1.2. If we do, we will cancel your payment set-up and take no payment.

3.3 You can cancel your order free of charge at any time before installation by calling or emailing us. We will cancel your payment set-up and take no payment.

3.4 On installation day, we complete an installation record showing the Equipment's serial number and starting meter readings, and you sign it to confirm the Equipment is installed and working. Page charges start from those meter readings.

4. Length of the agreement

4.1 The agreement lasts for the Term. No rental is charged before the Start Date. Clause 15 explains how the agreement can end early.

4.2 When the Term ends, the agreement continues month to month on the same terms until either of us ends it with 30 days' written notice.

5. Delivery, installation and training

5.1 We will agree a delivery date with you, then deliver, install and set up the Equipment free of charge. We take all packaging away.

5.2 Set-up includes connecting the Equipment to your network and setting up printing and scanning, such as scan-to-email. Where an IT team or provider manages your systems, we will work with them. We are not responsible for your network, computers or software.

5.3 We will train your staff at installation.

5.4 Please provide a suitable space, a standard power socket, a network connection and safe access. Tell us in advance about stairs, lifts, narrow doorways or parking limits.

5.5 Any refurbished Equipment is fully serviced and tested before delivery. It gets exactly the same service as new Equipment.

6. Servicing and repairs

6.1 While the agreement runs, we keep the Equipment in good working order at no extra charge. This covers servicing, repairs, parts, labour and engineer visits.

6.2 Report faults by phone or email using the details in clause 1.1. We will respond as soon as possible.

6.3 If we cannot repair the Equipment, we will replace it with equipment of the same or better specification, at no charge.

6.4 If a fault we are responsible for leaves the Equipment unusable for more than 5 Working Days in a row, we will not charge rental for the whole time it was out of action.

6.5 Servicing does not cover faults or damage caused by:

• (a) misuse, accidents or not following the manufacturer's instructions;
• (b) toner, parts or supplies not provided by us;
• (c) anyone other than us repairing, relocating or modifying the Equipment;
• (d) fire, flood, power surges, theft or vandalism; or
• (e) your network, computers or software.

6.6 If you ask us to fix something covered by clause 6.5, we will tell you the cost first and only go ahead if you agree.

7. Toner and supplies

7.1 Toner is included in your page prices. We send replacement toner when you are running low; just let us know.

7.2 Please use only toner we supply, use it only in the Equipment, and keep no more than one spare per colour.

7.3 Toner we supply remains ours until it is used. Please return any unused toner when the agreement ends.

7.4 Paper and staples are not included.

8. Charges and VAT

8.1 You pay the monthly rental for your plan, plus page charges worked out from the Equipment's meter readings.

8.2 If your plan includes pages, page charges apply only to pages above that number each month. Unused included pages do not carry over.

8.3 A page is one side of A4, and one side of A3 counts as two pages. A colour page is any page the Equipment's meter records as colour.

8.4 There are no separate charges for delivery, installation, set-up, training, scanning, servicing, repairs, toner, data wiping or collection. There are no admin fees, payment fees or minimum-usage charges.

8.5 SolvePrint is not VAT registered, so no VAT is charged. If we become VAT registered, VAT will be added from the date our registration takes effect. We will tell you in writing as early as we can, aiming for at least 30 days' notice.

9. Payment and price changes

9.1 You pay by Direct Debit or card through our payment provider, Stripe. Your first monthly payment is taken 14 days after you order. If we have not installed the Equipment by then, we will move your payment date so that no rental is taken before the Start Date.

9.2 Each monthly payment covers the rental for the month ahead, plus page charges for the month before, from the latest meter reading. We email you a receipt for every payment.

9.3 If you need a purchase order number on your receipts, tell us and we will include it.

9.4 If a payment fails, we will let you know and try again. If a payment is not made on time, we may claim interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.

9.5 If a payment is more than 30 days overdue, we may pause servicing and toner deliveries after giving you 14 days' written notice.

9.6 The monthly rental is fixed for the whole Term. Page prices are fixed for the first 12 months from the Start Date.

9.7 After that, we may review page prices once every 12 months by giving at least 60 days' written notice. Any increase will be no more than the latest annual CPI inflation rate published by the Office for National Statistics.

9.8 After the Term, we may review the rental and page prices once every 12 months with 60 days' written notice. If you do not accept a change, you can end the agreement with 30 days' notice.

10. Looking after the Equipment

10.1 The Equipment belongs to SolvePrint at all times. You must not sell, lend or hire it out, or let anyone else claim any right over it.

10.2 Please keep the Equipment at the installation address in your order, in a clean, dry and safe place, and use it as the manufacturer's instructions describe.

10.3 Please do not move the Equipment to another room or site yourselves, or let anyone else repair or modify it. Ask us instead: moves within the same site are free, and a move to another address will be quoted and agreed first.

10.4 Please give our engineers reasonable access during Working Hours to install, service, repair, read meters and collect the Equipment. We will follow your sign-in, safeguarding and site safety rules.

10.5 The Equipment may send meter readings to us automatically. If not, we will ask you for readings at each month end; a photo of the meter screen is fine. Without a reading, we will estimate from your past usage and correct it on the next payment.

11. Risk and insurance

11.1 While the Equipment is at your premises, you are responsible for loss or damage beyond fair wear and tear, such as theft, fire, flood or accidental damage, unless we caused it.

11.2 Please make sure your insurance covers equipment in your care, including rented equipment.

11.3 If the Equipment is lost, stolen or damaged beyond economic repair, other than through our fault, you will pay us its reasonable market value as used equipment of the same model and age. Rental stops from the date of the loss.

12. Your data

12.1 Copiers can store scanned, copied and printed documents and address-book details. We treat any data we can access on the Equipment as confidential.

12.2 Where we process personal data on your behalf, for example when an engineer works on the Equipment, you are the controller and we are your processor under UK data protection law. We will:

• (a) process it only to provide the services, and only on your documented instructions;
• (b) make sure anyone who can access it is bound by confidentiality;
• (c) keep it secure with appropriate technical and organisational measures;
• (d) use another processor only as clause 18.1 allows, and on equally protective terms;
• (e) help you respond to requests from individuals and meet your security, breach-reporting and impact-assessment duties;
• (f) tell you without undue delay about any personal data breach affecting your data;
• (g) delete it, or return it if you ask, when the services end, unless the law requires us to keep it; and
• (h) give you the information you reasonably need to show compliance, and allow audits by you or your auditor on reasonable notice.

12.3 The processing covers servicing and supporting the Equipment for the length of this agreement. It involves occasional access to stored data such as names, email addresses and document content. This may relate to your staff and anyone named in your documents, including pupils and parents for schools.

12.4 When the Equipment is collected or replaced, we will securely erase its stored data free of charge, on site where possible, and confirm this in writing on request.

12.5 The Equipment is not a storage system, so please keep your own copies of anything important.

12.6 We use your staff contact details only to manage this agreement and keep you updated about our service. Our privacy policy explains more.

13. Confidentiality and Freedom of Information

13.1 Each of us will keep the other's confidential information private and use it only for this agreement, unless the law requires disclosure.

13.2 We understand that schools, academies and other public bodies may need to disclose information, including this agreement, under the Freedom of Information Act 2000.

14. Liability

14.1 Nothing in this agreement limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law does not allow to be limited.

14.2 Neither of us is liable for loss of profit, revenue, business or goodwill, for loss or corruption of data, or for any indirect or consequential loss.

14.3 Our liability for physical damage to your property caused by our negligence is limited to £1,000,000 for each event or series of connected events.

14.4 For anything else arising from this agreement, our total liability is limited to the greater of £5,000 and the charges you paid us in the 12 months before the event that led to the claim.

14.5 Nothing in this clause limits your duty to pay our charges or the amounts due under clauses 11.3 and 15.2.

15. Ending the agreement

15.1 You can end the agreement during the Term by giving 30 days' written notice and paying the early exit sum in clause 15.2.

15.2 The early exit sum is the monthly rental for each month of the Term left after the end date, less 5% for early payment. No page charges are due for those months, there are no other exit fees, and collection is free. The sum is also due if we end the agreement under clause 15.3 or 15.5 because of your breach, insolvency or non-payment, but not if you cancel before installation under clause 3.3, or end the agreement under clause 15.3, 15.4 or 17.2.

15.3 Either of us can end the agreement immediately by written notice if the other seriously breaches it and does not put it right within 30 days of being asked in writing, or becomes insolvent or stops trading.

15.4 You can also end the agreement immediately by written notice if a fault we are responsible for leaves the Equipment unusable for more than 10 Working Days and we have not provided a working replacement.

15.5 We can end the agreement by written notice if a payment is still unpaid 30 days after we have sent you a written reminder.

15.6 During the Term, we can only end the agreement under clause 15.3 or 15.5. After the Term, either of us can end it by giving 30 days' written notice, with no early exit sum.

15.7 When the agreement ends:

• (a) we will collect the Equipment free of charge at a time agreed with you, normally within 10 Working Days;
• (b) we will take a final meter reading and take a final payment for charges up to the end date;
• (c) we will refund any rental paid in advance for the period after the end date;
• (d) we will securely erase stored data under clause 12.4; and
• (e) please return any unused toner we supplied, and the Equipment in its installed condition, apart from fair wear and tear.

15.8 If collection is delayed for more than 20 Working Days because you could not give us access, rental continues until we can collect the Equipment.

15.9 Clauses that by their nature continue after the agreement ends, including payment, liability, data and confidentiality, will continue to apply.

16. Changes

16.1 Any change to this agreement must be agreed in writing by both of us; email is fine.

16.2 You can add machines, or ask for upgrades, downgrades or swaps, at any time. We will confirm the model, location, prices and any change to the Term in writing, and these terms will apply.

17. Events outside our control

17.1 Neither of us is responsible for delays or failures caused by events beyond our reasonable control, such as extreme weather, fire, flood, pandemic, strikes or manufacturer supply shortages.

17.2 If such an event stops us providing the services for more than 30 days, you may end the agreement immediately by written notice. You will not pay rental for any period in which we could not provide the services because of the event.

18. Subcontractors and transfers

18.1 We normally do all the work ourselves. If we need another qualified engineer, for example outside London or to cover holidays, we will tell you in advance and you may object on reasonable grounds. We remain responsible for their work.

18.2 We may transfer this agreement to a business that takes over all or part of SolvePrint's business, provided your rights do not change. We will tell you in writing.

18.3 We may also transfer our right to receive payments under this agreement to a finance provider. If we do, we will tell you in writing where to pay; everything else, including our servicing, stays the same.

18.4 You may transfer this agreement only with our written agreement, which we will not unreasonably refuse, for example if your school converts to an academy or joins a different trust.

19. General

19.1 This agreement is the whole agreement between us about the Equipment and services. It replaces earlier discussions, and terms on your purchase orders do not apply.

19.2 Notices must be in writing and can be sent by email: to us at info@solveprint.co.uk, and to you at the email address in your order, or to any new address either of us provides. An email notice counts as received on the next Working Day after it is sent.

19.3 If either of us delays enforcing a right, it can still be enforced later. If any part of this agreement is found invalid, the rest still applies.

19.4 Only you and SolvePrint have rights under this agreement; the Contracts (Rights of Third Parties) Act 1999 does not apply.

19.5 You accept these terms electronically when you tick the box to agree to them as you order.

19.6 This agreement is governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

19.7 If you are ever unhappy with our service, please call us on 07743 730963 and we will aim to put it right quickly.