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Our Terms and Conditions

General Terms

MARU ICT LIMITED

These General Terms and Conditions (“Terms”) apply to all consultancy services provided by MARU ICT Limited, a company registered in Scotland with company number SC845959  and registered office at 18, Moor Park Place, Prestwick, KA9 2NH (“Consultant”) to its clients (“Client”).

These Terms are to be read in conjunction with the following, which together form the full agreement between MARU ICT Limited and the Client:

  • The Master Service Agreement (MSA)
  • Any Non-Disclosure Agreement (NDA) in effect between the parties
  • Any signed Statement(s) of Work (SOWs) describing project-specific deliverables, timelines, and pricing
  1. Hierarchy of Documents

In the event of a conflict or inconsistency between the documents, the order of precedence shall be as follows:

  1. The Statement of Work (SOW)
  2. The Master Service Agreement (MSA)
  3. These General Terms and Conditions
  4. Any applicable NDA
  1. Engagement and Services

2.1. The Consultant shall perform consultancy and facilitation services as described in each Statement of Work.
2.2. The Client acknowledges that the Consultant acts solely in an advisory capacity and does not supply, warrant, or support third-party goods or services.
2.3. All services shall be performed with reasonable care and skill in accordance with industry standards.

  1. Third-Party Providers

3.1. The Consultant may assist in evaluating or introducing third-party suppliers.
3.2. All contracts for supply or support of third-party products or services are between the Client and the third-party provider.
3.3. The Consultant accepts no liability for third-party performance, support, or failure.

  1. Fees and Invoicing

4.1. Fees and payment schedules shall be defined in the relevant SOW or invoice.
4.2. Invoices are payable within [14] days unless otherwise specified.
4.3. The Consultant may suspend services for non-payment without liability.

  1. Intellectual Property

5.1. All pre-existing intellectual property remains the property of the originating party.
5.2. Unless otherwise agreed, any deliverables produced by the Consultant remain the Consultant’s property and are licensed to the Client for internal business use only.

  1. Confidentiality

6.1. Each party shall protect confidential information shared during the engagement, as governed by the applicable NDA.
6.2. Confidentiality obligations continue for a period of five (5) years following termination of the engagement.

  1. Limitation of Liability

7.1. The Consultant’s aggregate liability shall not exceed the total fees paid by the Client under the relevant SOW.
7.2. The Consultant shall not be liable for any indirect or consequential loss, including but not limited to loss of profits, data, or goodwill.
7.3. Nothing in these Terms limits liability for fraud or personal injury caused by negligence.

  1. Termination

8.1. Either party may terminate any engagement by providing 30 days’ written notice, unless otherwise specified in the SOW.
8.2. Termination does not affect any rights or obligations accrued prior to termination.

  1. Governing Law and Jurisdiction

These Terms and all associated agreements shall be governed by and construed in accordance with the laws of Scotland, and the Scottish courts shall have exclusive jurisdiction over any disputes arising in connection therewith.

  1. Amendments

No modification or amendment to these Terms shall be effective unless agreed in writing and signed by both parties.

  1. Notices

All formal notices under these Terms must be sent in writing to the registered address of the receiving party or as otherwise notified.

  1. Severability

If any provision of these Terms is found to be invalid or unenforceable, it shall be modified to the extent necessary to make it valid, and the remainder shall remain in full force and effect.

 

13. Customer Complaints

13.1 How to Make a Complaint

If you are dissatisfied with any aspect of the services provided by MARU ICT Limited, you may raise a complaint by contacting us via email, telephone, or through our website. Complaints must include your name, contact details, and a clear description of the issue.

13.2 Acknowledgment and Response Times

We aim to acknowledge all complaints within two (2) working days of receipt. A formal response and resolution will typically be provided within five (5) to ten (10) working days, depending on the nature and complexity of the complaint.

13.3 Investigation and Resolution

All complaints will be recorded and assigned to an appropriate team member for investigation. We will conduct a fair and objective review, which may involve gathering relevant facts and consulting any third parties involved. You will be kept informed of progress and notified once a resolution has been reached.

13.4 Escalation Procedure

If you are not satisfied with the initial response, you may request that the complaint be escalated to senior management. Escalated complaints will be acknowledged within two (2) working days and responded to within ten (10) working days of escalation.

13.5 Final Outcome and Closure

Once a resolution has been provided and agreed upon, the complaint will be formally closed. We may follow up to ensure satisfaction and to gather feedback on the process.

13.6 Complaint Records and Privacy

All complaints are logged and retained for a period of two (2) years for internal review and quality assurance. All personal data relating to complaints will be handled in accordance with our Privacy Policy and relevant data protection legislation, including the UK GDPR.

13.7 Continuous Improvement

We regularly review complaint records to identify areas for service improvement, staff training, and process enhancement to better serve our clients.

 

14. Third-Party Services & Commission Disclosure

14.1 As part of our consultancy services, MARU ICT Limited may offer to review your current services including, but not limited to, VoIP, Mobile, Gas, Electricity and payment processing or merchant service arrangements and provide a like-for-like price comparison against alternative providers.

14.2 This analysis is provided entirely free of charge and without any obligation for the Client to proceed with any of the recommended options.

14.3 In the event that the Client chooses to engage with a third-party provider based on MARU ICT Limited’s recommendation, MARU ICT Limited may receive a commission or referral fee from the selected provider. This will only occur if, and only if, the Client independently chooses to proceed with that provider.

14.4 Recommendations provided by MARU ICT Limited are made in good faith and based solely on the Client’s requirements and the information available at the time. Any potential commission arrangements do not influence the objectivity of our analysis or the advice given.

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