Terms & Conditions

By purchasing support and maintenance time with Tilt Media Ltd., you have retained Tilt Media Ltd. to proceed with web design and development services for a period of 12 months from the date of purchase and agree to the Terms & Conditions as set forth below.

1. During this period, Tilt Media Ltd. agrees to devote (up to and including) the purchased amount of hours per month on assignments to be determined by you, the client. Work will typically be carried out at the offices of Tilt Media Ltd, as required.
2. Priority and scheduling of support requests will be at the discretion of the client, should there be more than 1 request at any time.
3. Any work will normally occur Monday to Friday (not including public holidays) between the hours of 9am to 5pm.
4. We aim to acknowledge critical issues within 30 minutes, and act immediately to resolve the issue, and keep the client updated with progress as soon as possible thereafter.
5. Any payment will be to Tilt Media Ltd. by Direct Debit, using GoCardless, at the rate purchased per month.
6. Any retained hours not used in a month, may be rolled over and made available for subsequent months, up to a maximum of 2 months worth of support hours.
7. Retained hours may not be brought forward.
8. All hours must be used within the 12 month period. Payment for any unused hours will not be refundable.
9. Support Packages cannot be downgraded during the 12 month contract
10. Support Packages can be upgraded, however the 12 month period will start again on the new support package.
11. Unused hours cannot be rolled over onto a new agreement.
12. Individual requests may not exceed more than 2 months’ worth of your support package, unless agreed with Tilt Media Ltd.
13. Upon submitting requests to Tilt Media Ltd., through our ticketing system, the work will be assessed and an estimate will be provided for:
    1. The duration of the request
    2. The date when the request is to be carried out
14. On cancellation of this agreement, any outstanding monthly fees of the remainder of this agreement will be invoiced by Tilt Media Ltd. to you and payable within 30 days of cancellation – this rule is not applicable to the 25 hour package
15. At the end of your 12 months agreement, we will automatically continue your support package for a further 12 months unless otherwise instructed. Should you wish to cancel your support package, we will require 30 days notice of cancellation.
16. The 25 hour package includes a 3 month notice period. On written confirmation of cancellation of this package, Tilt Media Ltd will supply a further 3 months of support which will be billed via Direct Debit in the usual manner, and cancelled at the end of the 3 month period.
17. If you fail to make any payment when due, and where we have performed in accordance with this agreement, we may suspend performance of any work until payment is received.
18. Tilt Media Ltd. can cancel the agreement at any point with 30 days notice, and will issue a pro-rata refund for any fees paid that apply to the period following termination.
19. Should there be any changes to these terms, you will be notified of those changes within 24hrs of the changes being made.