Terms & Conditions

1. Who we are

19 Six Software provides business software support, technical troubleshooting, account access assistance, website and hosting support, CRM and automation help, and related portal-based support services. References in these terms to we, us or our mean 19 Six Software. References to you or your mean the customer, company, user or other person accessing the platform or services.

2. Scope of these terms

These terms apply to your use of our public website, support portal, subscriptions, support services, stored credentials functionality, ticketing tools, communications, and all related software or support delivered by us, unless we agree separate written terms with you.

3. Eligibility and authority

You confirm that you are at least 18 years old and that, if you use the platform on behalf of a business or organisation, you have authority to bind that entity to these terms. You are responsible for ensuring that anyone you allow to use your account or company portal access also complies with these terms.

4. Account registration and security

• You must provide accurate and current information when signing up or using the portal.
• You are responsible for maintaining the confidentiality of your login credentials and for all activity carried out under your account.
• You must notify us promptly if you suspect unauthorised access, compromised credentials or any other security issue.
• We may suspend, restrict or terminate access if we reasonably believe your account or the platform is being misused or put at risk.

5. Subscription services and billing

• Access to client portal features may require an active paid subscription.
• Subscriptions are billed on a recurring basis unless otherwise agreed in writing.
• You authorise us and our payment providers to charge the payment method attached to your account for all subscription fees and applicable taxes.
• It is your responsibility to ensure your billing details remain valid and up to date.
• If payment fails, we may retry charges, suspend access, limit features or cancel the subscription.

6. Cancellation, renewals and refunds

• Unless we explicitly state otherwise in writing, subscriptions renew automatically on a recurring basis.
• If you cancel, your subscription will normally remain active until the end of the current billing period and will then stop renewing.
• No refunds are provided for partial months, unused time, change of mind, early cancellation, or periods where you simply did not use the service.
• Any goodwill refund, credit or exception is entirely at our discretion and does not create an ongoing obligation to offer the same in future.
• If your account is suspended or terminated for breach of these terms, you will not be entitled to any refund unless required by law.

7. Support services and limitations

• We provide support on a reasonable efforts basis and do not guarantee that every issue can or will be fixed.
• Some problems may be outside our control, commercially unreasonable to resolve, dependent on third-party systems, or impossible to repair fully.
• We do not guarantee that support will always achieve a specific outcome, timeline, recovery result or business benefit.
• You remain responsible for decisions you make based on our support, advice, suggestions or implementation work.
• Where third-party suppliers, hosts, CRMs, advertising platforms, registrars, plugins, APIs or infrastructure are involved, delays and limitations may arise that we cannot control.

8. Access credentials and stored account details

• The platform may allow you to store account names, usernames and passwords or other access credentials for support purposes.
• You must only upload credentials you are legally authorised to share with us.
• Support staff may be able to copy credentials and, where functionality allows, reveal or use them in order to provide support.
• Although we apply security measures, no storage method is completely risk-free and you accept that sharing credentials with us carries inherent risk.
• You should remove credentials from the platform when they are no longer required and rotate passwords where appropriate.

9. Acceptable use

• You must not use the platform for unlawful, fraudulent, abusive, defamatory or harmful activity.
• You must not attempt to interfere with, damage, probe, scrape, reverse engineer, overload or gain unauthorised access to the platform or any connected systems.
• You must not upload malware, malicious code, infringing material, or content that you do not have rights to use or share.
• You must not use the service in a way that could expose us, our staff or other users to legal, security or operational risk.

10. Customer responsibilities

• You are responsible for backing up your own systems, websites, data, mailboxes, credentials and third-party platforms unless we expressly agree otherwise in writing.
• You are responsible for maintaining necessary licences, permissions and third-party agreements for the systems you ask us to support.
• You must provide accurate information, timely cooperation, required access and any approvals reasonably needed for us to assist.
• You are responsible for reviewing and testing changes where appropriate, especially where third-party systems or live business environments are involved.

11. Third-party services

Our services often interact with third-party providers such as Stripe, hosting companies, domain registrars, website platforms, CRM tools, Meta, Google, Microsoft, email providers and other software vendors. We are not responsible for the availability, acts, omissions, pricing, restrictions, outages, policy changes or security failures of those third-party services.

12. Availability and maintenance

• We aim to keep the website and portal available, but we do not guarantee uninterrupted, error-free or always-available access.
• We may carry out maintenance, upgrades, repairs, emergency changes or security measures that temporarily affect access.
• Temporary interruptions, outages, slow performance, bugs or service degradation do not automatically entitle you to refunds, credits or compensation.

13. Intellectual property

We and our licensors retain all intellectual property rights in the website, portal, branding, templates, software, support systems, materials, processes and content we provide, excluding content you own and lawfully upload. These terms do not transfer ownership of our intellectual property to you.

14. Confidentiality

Each party agrees to use confidential information received from the other only for the purposes of providing or receiving the services, and to protect it using reasonable care. This does not apply to information already public, independently developed, lawfully obtained from a third party, or required to be disclosed by law or regulatory authority.

15. Privacy and cookies

Our use of personal data is explained in our Privacy Policy. Our use of cookies and similar technologies is explained in our Cookie Policy. By using the platform, you acknowledge those policies also apply.

16. Warranties disclaimer

To the fullest extent permitted by law, the platform and services are provided on an as is and as available basis. We disclaim all implied warranties, representations and guarantees, including implied warranties of merchantability, fitness for a particular purpose, non-infringement and uninterrupted availability, except to the extent such disclaimers are not permitted by law.

17. Limitation of liability

• To the fullest extent permitted by law, we will not be liable for any indirect, incidental, special, consequential or punitive loss.
• This includes loss of profits, loss of revenue, loss of business, loss of goodwill, loss of data, loss of opportunity, service interruption, corruption of data or reputational damage.
• We are not liable for issues caused by third-party systems, your own acts or omissions, force majeure events, unsupported environments or inaccurate information supplied by you.
• Where liability cannot be excluded but can be limited, our total aggregate liability arising out of or connected with the services will not exceed the total fees paid by you to us in the three months immediately preceding the event giving rise to the claim.
• Nothing in these terms excludes liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

18. Indemnity

You agree to indemnify and hold us harmless against claims, losses, damages, liabilities, costs and expenses arising from your misuse of the platform, your breach of these terms, your unlawful sharing of credentials or content, or your violation of any law or third-party rights.

19. Suspension and termination

• We may suspend, restrict or terminate access immediately if you breach these terms, fail to pay, create legal or security risk, abuse staff, or use the services in a prohibited way.
• We may also suspend access where reasonably necessary to protect the platform, our clients, our staff or third-party systems.
• Termination or suspension does not affect accrued rights, fees already due, or provisions intended to survive termination.

20. Changes to the service or these terms

We may modify, replace, suspend or discontinue any part of the platform or services at any time. We may also update these terms from time to time. The latest version published on this page will apply from the date posted, unless a different effective date is stated.

21. General

• If any provision of these terms is found unenforceable, the remaining provisions will remain in effect.
• If we delay or do not enforce any right, that does not waive that right.
• You may not assign or transfer your rights or obligations under these terms without our prior written consent.
• These terms form the entire agreement between you and us in relation to the platform and services, except for any separate written agreement we expressly enter into with you.

22. Governing law and jurisdiction

These terms are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute, claim or matter arising out of or in connection with these terms or the services, unless applicable law requires otherwise.