This document, together with the agreed Statement of Works, and any schedule(s) of equipment ("the Equipment"), forms the contract between Twilight Zone Engineering Limited ("the Supplier") and the Client ("the Client") concerning the maintenance service for the client’s business and agreed equipment. This agreement commences on the later of the date full payment is received by the Supplier or the specified contract start date and remains valid for one year or the agreed term of the contract, whichever is greater. This agreement supersedes all prior agreements, whether written or oral, between the Supplier and any other party regarding the Equipment and Services within the Statement of Works and Contract documentation.
1.1 Service Hours: The Supplier will provide on-call remedial BAU maintenance between 09:00 and 17:00, Monday to Friday ("Working Hours"), excluding statutory bank holidays.
1.2 Christmas Closure: The Supplier reserves the right to suspend services from 24th December until 2nd January.
1.3 Response Time: The Supplier will respond within eight (8) working hours, as defined in the statement of works, upon receiving a service request, except in circumstances beyond its control.
1.4 Remote, On-Site, and Replacement Services: All logged faults will be managed by the supplier using remote tools. If a repair is not feasible and subject to the statement of works the Supplier may be provided a suitable replacement unit, where possible. If a requirement is stipulated within the service contract, an on-site visit may be scheduled.
1.5 Preventative Maintenance: The Supplier may, at its sole discretion, provide preventative maintenance and install standard hardware, software and firmware modifications.
1.6 Use of Subcontractors: The Supplier may fulfil its obligations through approved agents, subject to Client consent, which shall not be unreasonably withheld. Consent is deemed granted unless expressly withdrawn in writing.
The following services are excluded from this agreement:
2.1 Work on any item not covered in the agreed schedule(s) of equipment or statement of works. 2.2 Repairs required due to:
3.1 The Client must provide full access to the equipment for maintenance purposes.
3.2 The Client is responsible for maintaining suitable electrical and environmental conditions for the Equipment.
3.3 Any additional costs incurred due to the Client’s failure to meet these obligations, or due to third-party suppliers engaged by the Client, will be charged at the Supplier’s standard time and materials rate, based on the manufacturer’s recommended retail price (RRP).
4.1 Both parties agree to maintain confidentiality regarding all business affairs and contract-related information.
4.2 Confidential information shall not be disclosed to any third party without prior written consent unless required by law.
5.1 The Supplier is not liable for any delay, loss, damage, or injury arising from factors beyond its reasonable control, including but not limited to:
6.1 Any services requested outside the scope of this contract will incur additional charges at the Supplier’s current time and materials rate or per the amounts stated in the statement of works.
6.2 The Supplier reserves the right to charge for on-site visits where no remedial maintenance is deemed necessary.
6.3 If the Client (or any affiliated company) breaches the Supplier’s payment terms for additional services, the Supplier may suspend its obligations under this contract until payment is rectified.
7.1 This contract is automatically renewed for one year or the original agreed term of the contract, whichever is greater basis unless written termination notice is received at least three (3) months before the renewal date.
7.2 The Supplier reserves the right to terminate this contract with at least 30 days’ written notice. If terminated, the Client will be liable for a charge equal to the greater of:
8.1 This contract shall be governed by and construed under the laws of England and Wales.
8.2 If any provision of this agreement is deemed unenforceable, the remainder of the agreement shall continue in full force and effect.
1.1 These Terms and Conditions of Sale govern all transactions between Twilight Zone Engineering ("Supplier") and its clients ("Customer"). By purchasing goods and/or services, the Customer agrees to these Terms.
1.2 The Supplier reserves the right to update these Terms from time to time. The latest version will always be available on the company website, and it is the Customer’s responsibility to review them before making a purchase.
1.3 These Terms shall be governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the English courts.
1.4 Title to goods remains with the Supplier until full payment has been received and cleared. The Supplier reserves the right to allocate funds received at its discretion.
2.1 Payment may be made via credit card, bank transfer, or an approved credit account.
2.2 Orders exceeding £2000 will only be accepted on a payment-on-delivery basis. Directors of Limited or PLC companies accept personal joint and several liability for outstanding invoices in case of liquidation.
2.3 Approved credit accounts must be settled within 30 days from the invoice date. Failure to do so may result in suspension of credit facilities and engineering services.
2.4 Accepted credit cards: Visa, MasterCard, American Express. A surcharge of 2.5% will be applied for business sales.
2.5 Late payments incur interest at 2.5% above the National Westminster Bank base rate, accruing daily.
2.6 Payments made by cheque are considered cleared only upon bank confirmation. Risk in goods passes upon delivery, but title remains with the Supplier until full payment is cleared.
3.1 First orders require payment upfront by credit card, bank transfer, or cleared cheque.
3.2 Orders exceeding £2000 are strictly on a cash- with-order basis, regardless of prior credit agreements.
4.1 Orders must be placed via email or post and must include a valid purchase order number.
4.2 Orders received by 3:30 PM (Monday to Friday) will typically be shipped the next business day, subject to stock availability.
4.3 Conflicting customer terms shall be excluded unless agreed in writing.
5.1 Faulty or incorrect orders must be reported in
writing within 48 hours of delivery.
5.2 Returned goods require a valid Return Merchandise Authorisation (RMA) number and must be received within 5 working days in their original condition.
5.3 Non-faulty returns are subject to a 25% restocking fee.
5.4 Software that has been opened or a license used and applied cannot be returned under any circumstances.
5.5 Goods must be returned in original packaging and condition.
5.6 Goods returned without a valid RMA number will be rejected.
5.7 Returns cannot be processed beyond 14 days from the original invoice date, after which the manufacturer's warranty applies.
6.1 Prices exclude VAT and delivery charges unless stated otherwise.
6.2 Prices are subject to change without notice. Quotes are valid for seven days unless agreed otherwise.
6.3 Orders below £100 (excluding VAT) are subject to a £15 handling fee.
7.1 Engineering services are subject to scheduling availability.
7.2 Service times provided are estimates and may be subject to delays.
7.3 Standard service hours: Monday to Friday, 09:00 - 17:00 (excluding bank holidays)
7.4 Engineering services are subject to additional terms and conditions found in Terms & Conditions for Twilight Zone Engineering Services.
8.1 Standard delivery is £19.95 per consignment (up to 10kg), with next-business-day delivery, subject to stock availability.
8.2 AM or out-of-hours deliveries are available upon request at an additional cost.
9.1 The Supplier will repair, replace, or issue a credit for defective goods at its discretion.
9.2 The Supplier is not liable for indirect or consequential losses resulting from defective goods or delays.
9.3 Customers must ensure the suitability of purchased products for their intended use. The Supplier is not responsible for incorrect purchases. 9.4 If any provision of these Terms is found unenforceable under English law, the remainder shall remain in full effect.
These Terms were last updated on 18th November 2024 and are subject to periodic review.