These terms and conditions form a set of rules that governs the provision of services from "Us" (XMS ComServ UK Ltd" to "You" (the consumer purchaser or business purchaser). By using this website or any service or product provided by XMS ComServ UK Ltd you agree to all of the below terms and conditions.

Please read this document carefully to understand the exact guidelines by which we operate.

Part A - Returns and Cancellations

• In the event that you wish to terminate any reccuring service of which we provide to you, we require a 14 day cancellation notice period to complete the termination of your services. This notice must be provided to us either in writing, by email, or by telephone conversation, by the authorised person regarding IT and Telephone service within the business OR the customer directly.

• Should you be unsatisfied with any service provided or work undertaken, you should contact us regarding this matter immediately. We aim to respond to any complaints within 2-3 working days excluding all public holidays.

• If you choose to ask for your belongings to be returned and/or works stopped while still being undertaken, labour costs for any time already recorded will be non-refundable under any circumstance. 

• If you choose to ask for your belongings to be returned and/or works stopped while still being undertaken, XMS ComServ UK Ltd will not be held liable for any further issue caused by the premature ending of the works approved to be carried out.

• In the event that a service is paid for and no internal dispute is raised for at least 7 days, that payment will become non refundable under any circumstance.

• If you believe you have been charged incorrectly, please notify us immediately by emailing finance@cse.xmsre.one and we will aim to resolve this as soon as possible.

• All labour charges are non-refundable once approved by means of quote approval or written approval. Should you be unhappy with any service provided we may at the Director's discretion offer a partial refund, or in exceptional circumstances a full refund. This applies only to labour charges.

Part B - Phone Service Subscription

• Before your phone service is activated you will be invoiced for the first 31 days of service, payable immediately and due within 7 days. The billing cycle is exactly 31 days and begins on the day that payment is recieved for the inital invoice.

• Should payment not be made 7 days after issuance of the invoice, a late payment warning email will be sent and we will attempt to contact you by phone. If after 48 hours we are unable to collect payment, the service will become suspended, and a Late Payment Fee will be applied based upon the number of days the invoice is unpaid and overdue. This rate is fixed at +10.5% of the invoice value per day, and will be charged for every 24 hour period after the due date of the invoice was met.

• Should the invoice be unpaid for more than 31 days the service will be permanently terminated and all numbers will be released. The debt will be passed to our collections agency whom will then obtain the funds themselves, which could mean the seizure of assets may be possible.

• If you are struggling to make payment, please call us to agree a payment plan and suspension plan.

• We accept anyone for our residential contract services including those on benefits, housing, or refuge.

• Failing to make payment and having your service terminated will usually mean your customer account and details are blacklisted from further purchases. If you would like to appeal this, please call or email us.

• Our contract services do not constitute credit in any way and will not affect your credit rating.

• We currently do not require credit checks for any of our services.

• It is a criminal offense to use stolen information in order to pay for any service or product. If we suspect a fraudulent request or any suspicious activity on your account we may immediately place it under security review. We will notify you immediately when this happens, including the reason why your account is under review. If we are unable to verify that all activity on the accont is legitimate, your account may be permanently terminated, which will release all of your numbers immediately.

• XMS ComServ UK Ltd is not responsible for any losses neither personal nor financial of which are caused by the release of numbers associated to your account.

• XMS ComServ UK Ltd reserved the explicit right to terminate a user account at any time if either of the below are true:

  • (a) There is no way to verify the legitimacy and legality of your business/account.

  • (b) A Director or Operations Manager has placed a Forced Withdrawl of Service notice on your account. This can be for any reason.

• In the case that a user account is terminated, unless a balance remains outstanding, all personal, financial, company and sensitive information will be removed from our systems within 28 days, apart from the following:

  • (a) Email Address

  • (b) Customer Number

  • (c) Full name

  • (d) Reason for Termination

  • (e) Prohibited Access Customer Status

• In compliance with GDPR policies in the United Kingdom, if you wish to have all identifiable information about you removed from our systems, please send an email message stating this to gdpr@cse.xmsre.one

Part C - Computer Services

• For field work, both outbound and return miliage is chargable but may be waived only with the Directors permission.

  • Field work is chargeable at £1.20/mile and if you qualify for RMR (Reduced Miliage Rate) £1.00/mile above 10 miles.

  • This rate is subject to change and XMS ComServ UK Ltd reserves the right to make short notice changes to this figure based upon current situations and inflation. 

• XMS ComServ UK Ltd reserves the right to decline any service job or sale at any time for any reason. 

• XMS ComServ UK Ltd reserves the right to decline the application of any coupon or discont voucher at any time for any reason, but that this must be "Reasonably Justifiable". This Director is the sole person responsible for making this judgement.

• For remote work, we may require a connection to your computer via TeamViewer or Windows Remote Assistance. 

Part D - Rental Equipment Program

• Equipment rental is subject to background checks and discretion of the Director or Operations Manager.

• If equipment is not in satisfactory condition when returned or if equipment is reported damaged beyond "reasonable wear and tear", a damaged equipment fee will be charged to the customer. This will be for either £50.00 GBP or the recorded value of the asset - whichever is greater. This will be payable upon issue and due within 14 days unless challenged, at which point payment would be due within 28 days.

• Rented Equipment comes preconfigured as per your request, and incurs a delivery fee of £5.99 for up to 2 handsets, variable above.

Part E - BYOD VoIP Program

• Any equipment connected to the system must be Telepermit, FCC, and UK CA approved. 

• Assited provisioning is available for the following device types:

  • Cisco 68xx 3PW

  • Cisco 78xx 3PW

  • Cisco 88xx 3PW

  • Cisco SPA 

  • Yealink (All)

  • Poly VVX x50 Series (150,250,350,450)

  • Poly VVX 4xx/5xx Series (Legacy)

  • Cisco CallManager Express On-Premises Voice Solution (Extra Charges Incurred)

  • Asterisk Based SIP Server (Extra Charges Incurred)

  • Any VoIP SIP Compliant Device at the Discretion of the Engineer.

• We do not currently have the facility to support Cisco Enterprise Firmware unless you are running Cisco CME or CUCM on your premises. 

  • Phones running Enterprise firmware or that have "CP-XXXX-K9" on the rear are unlikely to be supported.

  • Phones running 3PW or 3rd Party Call Control software or that have "CP-XXXX-3PW-K9" or "CP-XXXX-3PCC-K9" on the rear are fully supported for manual and assisted provisioning. 

  • Depending on the phone model assisted provisioning may require opening of the web interface to the public internet. If you are not able to do this, we will happily configure the phone for you if it is sent to us. 

  • We may be able to visit onsite for some deployments.

• Manual Provisioning Information will be provided by email as an attachment in either CSV or XLSX format.

• For residential or single phone installations, manual provisioning information will be provided in your activation letter/email.

Last Updated: February 2024

First Edition Published: November 2023

Copyright 2023 - XMS ComServ UK Ltd - All rights reserved.

Subject to change with notice given where necessary.