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Terms of Service

Last Updated: May 18, 2025

1. Company Information

1.1. Company Details

  • Zarro Technology is operated by AJRB Services Limited
  • Registered in England and Wales (Company Number: 12297765)
  • Registered Office: Unit 29 Highcroft Industrial Estate, Enterprise Road, Waterlooville, UK, PO8 0BT
  • ICO Registration Number: ZB686192
  • D-U-N-S Number: 225477762
  • Ofcom Approved Telecommunications Adjudicator: CISAS/CEDR

1.2. Environmental Commitment

  • We contribute 1% of card payment revenue to Carbon Removal projects through Stripe Climate (climate.stripe.com/28ZbxM)
  • Where reasonably possible, we use energy efficient hardware to provide you with environmentally friendly services, and we use preferred suppliers with pro-active environmental commitments

2. Service Eligibility and Access

2.1. Age Requirement

  • Users must be 18 years or older to use our services

2.2. Client Portal

3. Billing and Payments

3.1. Invoice Generation and Pricing

  • Invoices are generated 14 days before the due date
  • Payment is automatically attempted 3 days before the due date
  • All prices are final as we do not charge VAT
  • We accept payments in GBP and USD
  • We reserve the right to increase pricing with 30 days notice to existing customers

3.2. Payment Methods

  • Accepted payment methods include Credit/Debit Cards and Direct Debit
  • Clients must maintain valid payment information at all times

3.3. Late Payments and Fees

  • A late payment fee is applied 5 days after the invoice due date
  • The late payment fee is calculated as 5% of the total invoice amount, with a minimum charge of £1.50
  • Payment reminders will be sent according to the following schedule:
    • First reminder: 1 day after due date
    • Second reminder: 3 days after due date
    • Third reminder: 5 days after due date (late payment fee applied)

3.4. Refunds

  • Refunds are only available for specific services (hosting and VPS hosting)
  • No refunds are offered for telecommunications services or IT Support
  • Service credits are forfeited upon service termination

4. Contract Terms and Service Delivery

4.1. Contract Duration

  • All services operate on a 30-day rolling contract unless otherwise specified
  • Cancellation requires 30 days notice through the client portal
  • We reserve the right to subcontract any elements of service delivery

4.2. Equipment

  • For broadband services, equipment remains the property of Zarro Technology
  • Equipment must be returned upon service termination

5. Fraud Prevention and Identity Verification

5.1. Order Screening and Risk Assessment

  • We utilize FraudLabs Pro to screen all orders for potential fraudulent activity
  • Orders may be delayed or rejected based on FraudLabs Pro risk assessment
  • High-risk debit/credit cards may be declined
  • We reserve the right to request additional verification for any flagged order

5.2. Identity Verification Process

  • Verification through Stripe Identity requires:
    • Valid government-issued photo identification
    • Biometric data (facial recognition) to ensure ID match
    • Successfully passing automated verification checks
  • Verification may be required:
    • Before service activation
    • When adding new services
    • If suspicious activity is detected
    • At any point during service provision
  • Failure to complete verification may result in service suspension/termination without refund

5.3. FraudRecord Screening and Reporting

  • All orders are screened against FraudRecord database
  • Terms of Service violations may be reported to FraudRecord using non-identifiable information
  • We reserve the right to deny service based on FraudRecord screening results

6. Service Usage and Restrictions

6.1. Prohibited Uses

  • No explicit, illegal, pornographic, or offensive content
  • No marketing or mass mailing without prior agreement
  • No regulated business activities (prescription medicines, gambling, weapons)
  • No data or cryptocurrency mining
  • No malware, viruses, or malicious technologies
  • No activities that could damage our IP addresses or reputation

6.2. Technical Requirements

  • No support for end-of-life operating systems or appliances
  • Mandatory security upgrades may be required
  • We conduct vulnerability testing and monitoring
  • We reserve the right to inspect network traffic for abuse prevention

6.3. Email Services

  • All emails are scanned for viruses and spam
  • No liability accepted for false positives or lost emails
  • Users accept automated scanning processes

7. Support and Communication

7.1. Support Channels

  • Support available only through client portal or support@zarro.co.uk
  • No telephone support provided
  • Users must select the correct priority for their request. Misuse of ‘High’ and ‘Critical’ priorities when requesting support will result in a £25 administration fee and a priority downgrade of your ticket
  • Business hours: Monday to Friday, 9am to 5pm
  • After-hours support not guaranteed, but on-call engineers are available for Critical Infrastructure incidents
  • Live Service Status can be checked at https://status.zarro.co.uk 

8. Service Level Agreements

8.1. Availability

  • Target service availability of 99.99%, excluding planned maintenance windows
  • Broadband services follow Openreach 40 Clock Hour Clear SLA
  • Service credits of 5% per hour of downtime (not exceeding monthly bill)
  • Credits must be requested within 10 days of resolved outage

9. Data Protection and Privacy

9.1. GDPR Compliance

  • Contact data.protection@zarro.co.uk for data protection matters
  • Data processing complies with ICO registration requirements
  • Users may request stored data information

10. Service Suspension and Termination

10.1. Suspension and Termination Process

  • Services suspended after 7 days of non-payment
  • Services terminated after 14 days of non-payment
  • £60 administration fee for account recovery after termination
  • Data purged upon termination, except in some cases where backups may exist for a limited time period following service termination, although not guaranteed

11. Force Majeure

11.1. We shall not be liable for failures resulting from:

  • Acts of Nature
  • War, terrorism, civil unrest
  • Government actions
  • Power or telecommunications failures
  • Other circumstances beyond our reasonable control

12. Definitions

12.1. Time References

  • All references to ‘day’, ‘month’, ‘hour’ or ‘year’ refer to business days/hours
  • Business hours: Monday to Friday, 9am to 5pm

13. Changes to Terms

13.1. We reserve the right to modify these Terms at any time. Continued use of services constitutes acceptance of modified Terms.

14. Governing Law

14.1. These terms are governed by the laws of England and Wales.