Terms

NeurodiverCity is NeurodiverCity C.I.C., a community interest company registered in England and Wales (company number 13375108), at Initial Business Center, Wilson Business Park, Monsall Road, Manchester M40 8WN. In these terms "we" and "us" mean NeurodiverCity C.I.C., and "you" means the person, business or organisation we’re working for.

These terms apply to everything we provide: IT and cyber security services, business phones, consultancy, safeguarding, technology needs assessments, assistive software, training and equipment. Our Acceptable use policy is part of them.

Your quote, order form or contract may add details for a particular service. If it disagrees with these terms, it wins.

Plugmind Web and Plugmind Studio are brands of ours with their own terms, which apply to what you buy from them.

We give you a written quote before any work starts. It says what’s included, what it costs and, for an ongoing service, its term. A quote is valid for 30 days unless it says otherwise.

Our agreement starts when you accept the quote in writing, or sign an order form or contract.

For business phones, if you’re a small business, a charity or another not-for-profit, we give you a contract summary before you agree, as Ofcom requires.

Prices are in pounds. Quotes for businesses and organisations show VAT separately. Prices for individuals include VAT.

Invoices are due by the due date shown on them. Payment terms depend on your account, and not every customer is offered credit. Ongoing services are billed monthly, or as your contract says, in advance.

If an invoice isn’t paid by its due date we remind you, and may pause the service until it’s paid. For business customers, we may also charge interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.

We tell you at least 30 days before the price of an ongoing service changes. If the change isn’t one your contract allows, you can end the service without charge before it applies.

A technology needs assessment is either paid for by the person themselves, or by whoever refers them, such as a school, local authority or medical professional. We confirm who is paying in writing before we book it.

If a referrer pays, our agreement for the assessment is with them, and the person assessed (or their parent or carer) agrees to the assessment and to how the report is shared.

If you buy as a consumer rather than for a business, you can cancel within 14 days without giving a reason: for a service, 14 days from when we agree it; for equipment, 14 days from delivery.

If you ask us to start a service within those 14 days, we may charge for what we’ve done before you cancel. Software you’ve agreed to have activated or downloaded can’t be cancelled once it is.

To return equipment, tell us within the 14 days and send it back within 14 days of telling us, unused and in its packaging. We refund within 14 days of getting it back.

None of this affects your other legal rights, including for faulty goods or services.

Managed IT, support contracts, business phone lines and other ongoing services run for the term in your contract: rolling monthly, or a fixed term such as 1, 2 or 3 years.

A rolling monthly service carries on until either of us gives 30 days’ notice. A fixed-term contract carries on month to month when the term ends, until either of us gives 30 days’ notice, unless you agree a new term.

If you end a fixed-term contract early, you pay the charges in your contract summary or contract for ending early, which are never more than the charges left for the rest of the term.

Your plan includes the minutes, numbers and features its contract lists. Calls beyond your inclusive minutes, and calls to numbers the plan doesn’t include, are charged at the rates in your contract.

You can bring your numbers to us, and take them with you when you leave. Moving a number away doesn’t end your contract by itself: tell us you’re leaving too.

Calls to 999 and 112. Internet phones need power and an internet connection. In a power cut, or if your connection or equipment fails, you may not be able to call 999 or 112. Keep a mobile phone to hand. The emergency services may not see your location automatically, so keep the address for each number up to date with us, and tell them where you are.

If you record calls, you must tell callers, and keep to the law on recording. See our Acceptable use policy.

Desk phones and other equipment can be bought outright, or paid for monthly over 1, 2 or 3 years.

Equipment paid for monthly stays ours until it’s paid for in full, then becomes yours. Look after it, and don’t sell it or lend it to someone else before then.

Equipment comes with its maker’s warranty. If it’s faulty, tell us and we’ll arrange a repair or replacement.

We sell software made by other companies. Each comes under its maker’s licence, which you agree to when you install or use it. Keep to the licence, including how many people or devices it covers.

Licences that renew do so on their maker’s terms. We remind you before a renewal we’re handling for you.

Assessments, training sessions and consultancy are arranged for times that suit you. If you need to rearrange, tell us at least 2 working days before. With less notice, we may charge for the session.

An assessment report gives our independent recommendations, with our reasons. Whether to fund them is for the funder to decide: Access to Work, a school or a local authority. We can’t promise their decision.

Our recommendations are never tied to what we sell. You’re free to buy anything we recommend from any supplier.

Our team is DBS checked, and we work with children and young people under our safeguarding policy. We agree with the parent, carer or school how each session is arranged.

If we’re worried about someone’s safety, we follow our safeguarding policy, which may mean sharing information with the right people, as the law allows.

To support your systems, we may need access to them. Give us the access we need, and tell us about anything that could affect our work, such as other suppliers working on the same systems.

Keep your own backups of anything important unless backups are part of your service. Where they are, we keep them as your contract says.

Work we create for you, such as reports, policies or documents, is yours to use once it’s paid for.

When we look after your systems, phones or data, we may handle personal data you’re responsible for, such as your staff’s or customers’ details, or call recordings. You’re the controller of that data and we’re your processor.

• we only use it to provide your services, on your instructions, which are these terms and your contract;
• everyone who can access it is bound to keep it confidential;
• we keep it secure, and tell you without undue delay if a breach affects it;
• we help you answer requests from people about their data, and with any data protection impact assessment;
• we use other companies to help, such as our phone platform and cloud providers, under contracts with the same protections. Ask dpo@neurodiver.city for the list. We tell you 30 days before adding or changing one;
• when the service ends, we return or delete the data, as you choose, unless the law requires us to keep it.

We provide our services with reasonable care and skill. Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn’t let us limit.

For business customers, we aren’t responsible for loss of profits, revenue, business, goodwill or data, or for losses we couldn’t reasonably have expected. Our total responsibility in any 12 months is limited to what you paid us in those 12 months.

If you’re a consumer, we’re responsible for losses you suffer that were a foreseeable result of us breaking these terms or not using reasonable care and skill.

We aren’t responsible for delays or failures caused by things outside our reasonable control, such as power or network failures, or problems at the companies we rely on.

If you’re unhappy with anything we’ve done, tell us in writing through our contact page or by email. We acknowledge it within 2 working days, look into it properly, and tell you what we’ll do.

We may update these terms. For a change that affects an ongoing service, we tell you at least 30 days before it applies.

Neither of us can pass this agreement to someone else without the other’s agreement. If part of these terms can’t be enforced, the rest still applies.

These terms are governed by the law of England and Wales, and its courts deal with any dispute. If you’re a consumer living in Scotland or Northern Ireland, you can also use your local courts.