Terms and Conditions of Sale

By placing an order with us, you agree to the following terms and conditions of sale:

  1. Software licencing
    • 1.1 Software licences paid for are non-refundable.
    • 1.2 Licences may be transferred to different devices/organisations at the sole discretion of Tengo Software Ltd.
    • 1.3 Licence fees for the first contract period for new clients are due ahead of or on the go live date, i.e. before the software is to be used.
    • 1.4 Once licence fees are invoiced, they are non-refundable, but are transferable between devices.
  2. Hardware warranty
    • 2.1 Warranty on kit sold by Tengo Software Ltd. is held between you, the customer, and Tengo Software Ltd., manufacturers own standard warranties are not transferred to the customer.
    • 2.2 Warranty is on a return to base basis, and determination of acceptance of warranty is at the sole discretion of Tengo Software Ltd.
  3. In the event of non-payment
    • 3.1 If a payment is past due date, Tengo Software reserve the right to suspend services, including all software licences that the customer is using.
    • 3.2 We agree we will attempt to contact you at least three times before restricting any services.
  4. HMRC connected services
    • 4.1 If the customer chooses to not use the system in the proper manner as directed by Tengo Software Ltd. and HMRC, neither are liable for any consequences. This includes but is not restricted to:
      • 4.1.1 Submitting Gift Aid outside of our system.
      • 4.1.2 Not having the correct text informing customers of the details of their Gift Aid declaration on receipts.
      • 4.1.3 Not explaining Gift aid correctly to customers.
      • 4.1.4 Not using the system to generate and send end of year letters.
    • 4.2 It is the responsibility of the customer to ensure they comply with all laws and legislation, and Tengo Software Ltd., whilst they may offer advice, take no responsibility for the client’s compliance.
  5. Purchasing of hardware
    • 5.1 It is our policy that all hardware should be paid for up-front unless otherwise agreed.
    • 5.2 Once hardware has been opened and configured either on our site or yours, it is no longer deemed as new, and no refund will be given. Tengo Software Ltd. may offer a payment for used kit in the event of a client wishing to return it, but this is at their sole discretion.
  6. Booking of appointments
    • 6.1 The day rate covers pre-booked consultancy, installation or training time. Any ad-hoc work or additional hours will be charged at the hourly rate, including travel time.
    • 6.2 All expenses will be re-charged in addition to these rates (plus admin fee), as well as any parts used on a particular job. Mileage is charged at 45 pence per mile from our Manchester office, hotels outside of central London not more than £120 per person per night, central London not more than £220 per person per night.
    • 6.3 On weekends and Bank Holidays, a surcharge of 30% is applied to all labour rates.
    • 6.4 If you cancel an appointment within 7 days of an appointment, a cancellation fee will be charged, which will be equivalent to 100% of the anticipated labour and expense charges for the scheduled work. For an appointment cancelled at any other time, a cancellation fee will be charged, which will be equivalent to 30% of the anticipated labour and expense charges for the scheduled work.