General Conditions of Sale

Purpose

These General Conditions of Sale govern the provision by IT AND GENERAL LTD (“the Distributor”) of support services and licenses related to Vates’ software, including XCP-ng, Xen Orchestra (XO), XO Proxy, and XOSTOR, to business customers (“Clients”).

Definitions

“XCP-ng Shop”, “ITG,” and "IT&G" are trading names of IT and General Limited, a company registered in England and Wales with company number 09291031 and registered office at 20-22 Wenlock Road, London, N1 7GU, VAT Reg. No: GB223541733.

“XCP-ng Shop” refers to IT and General Limited, the company providing and operating the services and products offered.

“Services and Products” refer to the services and products described and offered on our website at https://xcp-ng.co.uk or through other channels operated by XCP-ng Shop.

“Customer” means the individual, firm, corporation, or organisation placing an order or subscribing to a service with ITG Shop.

“Website” means XCP-ng Shop’s online presence on the World Wide Web, accessible via https://xcp-ng.co.uk, which is available to the public.

“Account” means the record of transactions and activity related to a specific user or group of users associated with XCP-ng goods or services between ITG Shop and its customers or registered users.

“Registered Partners or Affiliates” refer to individuals, firms, or businesses formally appointed by XCP-ng Shop to distribute or resell our goods or services to end users.

“Acceptable Use Policy” means the guidelines provided by XCP-ng Shop for the acceptable and lawful use of its services and products. These guidelines are published separately on the XCP-ng Shop website and may be updated periodically. The latest version is available upon request.

Law and Jurisdiction

These General Conditions of Sale shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising out of or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Order Confirmation & Acceptance

IT AND GENERAL LTD supplies Products and Services only to business customers. By accepting these Conditions, the Customer warrants that it is not purchasing as a private consumer.

Each Order constitutes an offer by the Customer to purchase the Products or Services in accordance with these Conditions. The Customer is responsible for ensuring that the specification submitted in or with the Order is complete and accurate.

When you place an order with XCP-ng Shop, a confirmation email will be sent to the email address you provided. This email will include an order reference and a summary of the items ordered. Please note that this email confirms that we have received your order, but it does not signify acceptance of your order.

All orders, whether initial or additional, are subject to acceptance by XCP-ng Shop. We reserve the right to reject any order or subscription, in whole or in part, at any time and for any reason. In the event that an order is rejected after payment has been made, we will issue a refund for the part of the order that has been rejected.

All Orders for electronic software delivery (ESD) or non-stock items are subject to availability. IT AND GENERAL LTD shall not be liable for non-fulfilment due to the Manufacturer or upstream supplier failing to deliver.

A quotation does not constitute a binding offer. Quotations are valid only on the date of issue, unless otherwise specified or amended before order placement.

Support Services

Level 1 Support: Provided by IT AND GENERAL LTD, this includes sales inquiries and first-line technical support for common usage issues.
Level 2 Support: More complex issues are escalated to Vates, which will respond under their published SLA.
Remote Support: Provided using secure remote methods such as SSH or VPN.
Direct Client Access: Customers may contact Vates directly via help@vates.tech or their support portal, if needed.

Quotations and Validity

All price quotations are valid for 14 calendar days from date of issue unless stated otherwise.

Licensing and Reseller Role

As a reseller, IT AND GENERAL LTD acts solely as a facilitator for the procurement of licenses from Vates. The Distributor does not provide advice on the suitability or applicability of products.

Customers are solely responsible for ensuring that the product fits their business or technical requirements prior to purchase.
All license sales are final and non-refundable once activated or used.
Customers are strongly encouraged to evaluate and verify product suitability in advance of committing to a purchase.