General Conditions of Sale



These General Conditions of Sale apply to all persons, businesses or entities subscribing to or purchasing services, products, goods, support and consultancy of IT AND GENERAL.


“IT&G” and “ITG” are treading name of IT and General Limited, registered in England and Wales with registered number: 09291031 and registered office: 20-22 Wenlock Road, London, N1 7GU.
“IT&G” means the company providing and operating these services and products.
“Services and Products” means the services and products described and offered on our website.
“Customer” means the person, firm, corporation or organisation placing an order or subscribing to a service with IT&G.
“Website” means our presence on the world wide web under which is available to the public.
“Account” means the record of transactions applicable to a user or users associated with IT&G
“Legislation” means laws or regulations governing the provision of goods or services between IT&G and registered users.
“Registered Partners or Affiliates” refer to associated persons or businesses appointed by IT&G to distribute our goods or services to end users.
“Acceptable Use Policy” means the guidelines provided by IT&G for acceptable use. These guidelines are shown separately on the IT&G website but may change from time to time. It is also available on request.

Law and Jurisdiction

These General Condition of Sale shall be administered under the Laws of England and Wales.



We bill recurring services on the first working day of the month. Your first bill might be a pro rata, which means you’ll be charged for the time left in the current month, plus the full amount of the next month. Customers will pay a sum equivalent to one month’s service charges for the aggregate of extensions, user accounts and other services requested. IT&G have a right to bill services manually after they have been provided. We can provide paper bills. These will be charged at £3 per month. United Kingdom VAT is applicable to all charges for goods and services for Customers based in United Kingdom and EU Customers without a VAT number.


Customers who choose to file a dispute against any payment made to IT&G will pay an administration charge of £ 25.00 or their service will be immediately cancelled without refund. Cancellations must be completed using the correct procedure as outlined below.

Duration and Cancellation

You may cancel your subscription at any time according to the length and conditions stated in your contract. Customer who believe they are incorrectly charged contact IT&G by completing our on-line contact form within 10 days to obtain a refund. Should an error be found IT&G will issue an immediate credit note to the particular User’s account. Customer accounts which remain inactive will be automatically terminated where there is no activity on the account for a period of 180 days. However, the company will, send an email to such customers ten days before the end of this period reminding them of the impending action. All subscription payments are one month in advance and are non-refundable.


IT&G may terminate Customer subscription at any time, immediately upon written notice via post, email or SMS message if you:

  1. Breach any term of the General Condition of Sale or Acceptable Use Policy;
  2. Are subject to Insolvency Proceedings.
  3. If IT&G consider your behaviour or interaction with any member of IT&G staff to be inappropriate or abusive. In such an event, the final decision shall rest with IT&G without burden of proof.
  4. Refuse to comply with any of IT&G’s prescribed methods of interacting with IT&G, which may change from time to time to account for IT&G working practices, for example submitting support via support ticket.
  5. On termination or suspension of Services IT&G shall be entitled to immediately block any website or Service provided to You or hosted for You by IT&G as part of the Services and to remove all data located on it. IT&G shall be entitled to delete all such data but IT&G may, at its discretion, hold such data for such period as IT&G may decide, to allow you to collect it at your expense, subject to payment in full of any amount outstanding payable to IT&G. IT&G shall further be entitled to post such notice in respect of the non-availability of such website as IT&G thinks fit.
  6. If you are using any value added services, applications or features which are free of charge, these will end on the day your agreement with us ends.

Limitation of Liability and Disclaimer

IT&G will always endeavor to supply you with reliable services. It must be understood, however, that some service may be affected or disrupted by weather, failure of the user’s internet service provider, hardware faults, criminal acts, service termination and other disruptions. In no event shall IT&G, its officers, directors, employees, agents, partners, affiliates or resellers be held liable for direct, incidental, punitive, indirect, exemplary or consequential damages, loss service, loss of profits or damages arising out of the use of the service, hardware or software programs.

Network Maintenance

We reserve the right to modify our Network, system configurations or routing configurations. Nothing in these General Condition of Sale will create or vest in you any right, title or interest in a Services, its configuration, or associated telephone numbers or addresses provided by us. We may, at our sole discretion and without liability, change or modify the features and functionalities of a Service or modify or replace any hardware or software in the Network or in equipment used to deliver any Service over the Network provided that this does not have a material adverse effect on the committed Service.

We may, upon such notice as is reasonably practicable under the circumstances, perform scheduled or emergency maintenance (including temporary suspension of Services as necessary) to maintain or modify the Network or any network terminating equipment (“NTE”) (including software), which is owned by us or our suppliers, and installed at your premises to enable you to utilize the Services.

If your traffic is negatively impacting our Network, we may temporarily stop your Service to determine what is causing the impact. IT&G reserves the right to suspend service without prior notification.

VoIP Services

Provision of Service

The provider of this service is IT&G. We endeavor to provide this service to you without any delays, interruption or distortion. However, the service may at some times be unavailable without notice due to maintenance or system failure. No liability is accepted or compensation offered should the service be unavailable. All goods and services are provided in accordance with these General Condition of Sale, our Acceptable Use Policy and any applicable law existing from time to time. Please note that the General Condition of Sale posted on our website shall supersede all previous General Condition of Sale.

By purchasing our Voice over IP (VoIP) telephony services you understand that:

  1. Under normal circumstances the service will provide a reliable and excellent quality communication path; however, the overall reliability of the circuit to always be available cannot be guaranteed, IT&G does not offer any warranty or assurances of same;

  2. Service may sometimes be unavailable as a result of things over which IT&G have no control, for example, the weather, power disruptions and failures of your internet service provider (ISP) or broadband connection and you understand that in such circumstances all services (including 999/112 public emergency call services) will also be unavailable.
  3. Connectivity to the public emergency services is subject to the above availability clause and the phone number and location details will need to be provided verbally to the operator.
  4. Where you use your VoIP service outside of mainland England, Wales, Scotland and Northern Ireland, you may not be connected to the domestic emergency services upon dialling the appropriate emergency number.
  5. Emergency operators and authorities may or may not be able to identify your phone number in order to call you back if the call is unable to be completed, is dropped or disconnected, or if you are unable to speak to tell them your phone number and/or if the service is not operational for any reason, Emergency operators and authorities may also not be able to hold your line open in the event that you hang up.
  6. You agree to inform potential users of the services of the above limitations and you understand and accept that you should always have an alternative means of accessing 999/112 emergency services.
  7. If IT&G suspends or terminates the service you may NOT be able to dial 999/112. In the event that you do not have any remaining credit on your IT&G account, you will still be able to make 999/112 calls.
  8. in very limited circumstances, where a specific type of non-voice related service is on the line, you may not be able to port your number away from IT&G suppliers and where it is possible, a porting charge may be made by IT&G.
  9. Inbound fax services may not always be available nor compatible with all sending fax equipment.
  10. Outbound fax services may not be compatible with all document types.
  11. If your IT&G account or telephone number is terminated or suspended for any reason you may not be able to use remaining VoIP credit. No refund of unused VoIP credit will be given. Nor can remaining credit be allocated against outstanding invoices or used as payment for another service.
  12. Customer represents and warrants that he has (and will continue to have during use of the Service) all necessary licenses, rights, consents, and permissions which are required to enable Website to use Customer’s content for the purposes of the provision of the Service by Website, and otherwise to use Customer’s content in the manner contemplated by the Service and these Terms. Customer will held full responsibility of potential copyright infringement related to any content stored and used by him within Services provided to Customer by the Website.
  13. Upon completion of all registration information and acceptance of this General Condition of Sale, IT&G will provide you with, as applicable, a password, user ID, and/or PIN and telephone number. You are solely responsible for maintaining the confidentiality of your password and PIN, and, at all times, you will be solely responsible for all transactions and activities that occur as a result of your disclosure of such password and/or PIN, even if such transactions and/or activities were not authorized by you. You are solely liable for any transactions or activities that occur on your Account. You shall immediately notify IT&G if any unauthorized use of your Account or any other breach of security has occurred. In no event shall IT&G be liable for any unauthorized use of your Account.

Additional Services

You may request that IT&G perform professional services on a time and materials basis to deliver additional services. The request will include a detailed description of work and the authorized amount of time, in half hour increments, to perform the work. IT&G may evaluate and revise the request (including the estimated number of hours to perform the work) and reserves the right, in its sole discretion, to decline any request. IT&G will use commercially reasonable efforts to perform requested additional services. However, it does not guarantee any particular result from performance of additional services or make any representations or warranties regarding such additional services nor can it be held liable in any way (including for any credits) for Service performance changes or failures which result from performing tasks requested by You. IT&G may require a separate agreement for any of these additional services. Please see below Hourly Work and IT Consultancy.

Sales of Products and Goods

Order Confirmation & Acceptance

When you place an order, you will receive an email with a “Proforma Invoice” or an “Order Received” note in attachment which include a summary of your order and payment instructions. These emails will only be an acknowledgement and will not constitute acceptance of your order. Only when we confirm receipt of full payment and all order details, then we will send you final confirmation (“Order Confirmation”) from our sales team as to accept your order.


IT&G is a reseller of products from reputable manufacturers. Our products are covered by a standard one-year warranty from manufacturers. Products may need to be returned to the manufacturer for assessment/repair/replacement. Some of our products come from Europe, the United States and other parts of world. IT&G, at its own discretion, can act on behalf of the client to liaise with manufacturers to ensure this process runs as smoothly as possible. IT&G will not be liable for any delay or costs incurred as a result of goods being returned overseas.

Return Policy

Goods correctly supplied in accordance with the Customer’s order may not be returned unless faulty.

Please do not return any goods without contacting us first.

Faulty Goods that are covered by the manufacturer’s warranty will be repaired or replaced, or their purchase price will be refunded, at the discretion of IT&G.

The Customer must first contact IT&G and obtain a Return Authorisation.

Upon receiving notice of your returns request, we will contact you and provide details of where you must return the Goods and other relevant instructions. Please note, this could be an overseas address if good are to be returned directly to the manufacturer. You must then return the Goods to us or to the manufacturer without delay, at the latest within 14 days of notifying us.

Goods are returned at your own risk and must be sent in suitable packaging, carriage paid and fully insured for transit at the Customer’s expense unless we offer to pay the cost of return. We may offer to collect the Goods from you and charge you for the cost of collecting the Goods. If we offer to collect the Goods, we will contact you to ascertain whether you agree to us collecting the Goods, whether you agree to pay the costs of collection if we are charging you for collection and if so, to make arrangements for collection.

Repairs not covered by the manufacturer’s warranty will be chargeable, and IT&G will issue a quotation for repair or replacement. Should the Customer decide not to proceed with the repair or replacement, IT&G reserves the right to charge for the work carried out in determining the nature of the fault.


The Goods will be delivered to you at the address you provided during the order process which may be an address other than the billing address.

Order before 12pm to receive a “next business day (not guaranteed)” service from our courier for items that are confirmed to be in stock. Orders made after 12pm will be shipped the next business day.

Any dates quoted for delivery of the Goods are approximate only. If no date is specified then it will take place as soon as reasonably possible, but in any event within 30 days of the date of the Confirmation Notice, unless there is an overriding agreement in place or an Event Outside our Control.

If you have asked us to use an independent courier other than our normal courier to deliver the Goods to you, delivery shall occur when we deliver the Goods to that courier.

If we have agreed to deliver the Goods to a delivery address which you have given us, delivery shall occur when the courier have confirmed delivery.

Delivery shall occur when you make any alteration of delivery details directly with the courier.

Goods must be examined within a 14 days after arrival and you must let us know as soon as reasonably possible if they are faulty, damaged or not as described.

We may end the contract with you and charge you for any extra storage costs we have incurred if you have not been available to take delivery on the date we agreed to deliver them, and we have not been able to re-arrange delivery within 14 Business Days of the original delivery date.

Hourly Work

IT Consultancy


Due to the nature of the work that we perform, there is no warranty on hourly work. Each hour that we work is billable regardless of the outcome of said work. While we will make recommendations on the level of effort required to implement a solution or fix an issue, it is up to you to let us know if there is a cap on the number of hours we spend per engagement.

Unused hours purchased expire 1 year from the date of purchase.

Block of hours

A block of hours works as a retainer to ensure that IT AND GENERAL reserves time for the client in the future when their services are needed.
Block of hours can be purchased in batches of 5, 10, 20, 30, 40 or 50 hours in advance at our standard rate. Please contact us for details on our current standard rate.

Level of engagement

When you purchase a block of hours, those hours are credited to your account and are deducted at the rate of 1 credit for each hour of work during our regular business operation and with a minimum notice of 2 days. Our regular business operation time is Monday to Friday from 9AM to 5PM.
Any work that require commencement within 24 hours will be deducted from your credit at the rate of 1.5 credit for each hour worked.
Any emergency work that require commencement within 12 hours will be deducted from your credit at the rate of 2 credits for each hour worked.
Bank holiday work is deducted at the rate of 2.5 credits for each hour worked.
Emergency, Bank holiday and weekend engagement can only be accepted with a credit balance in excess of 10 hours.
Block of hours have no SLA. SLA can be agreed and require our customer to pay a monthly retainer fee.