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General Terms BTL100
4.4 The BT Privacy Policy sets out how BT uses your Personal
The Basics
Data and includes more details about what BT can do
These are the General Terms that apply to any Service you buy with it, your rights and BT’s obligations.
from BT where the General Terms in your Order are stated to 4.5 You will not re-sell the Services to a third party without
be General Terms BTL100. BT’s prior written approval or unless explicitly set out in a
Schedule. If BT grants such approval, it will be conditional
1 Order of documents upon you imposing on the relevant third party in writing
If there is a conflict between any of the documents, the order obligations no less onerous than those to which you are
of priority, highest first, is: subject under this Contract (including the Compliance
Obligations and the Acceptable Use Policy).
1.1 the Order;
4.6 Each Order you place with BT for a Service is subject to
1.2 any Annexes;
a separate Contract with BT.
1.3 the Schedule;
1.4 these General Terms; and The Service
1.5 if applicable to the Service, the BT Price List.
5 What BT has to do
2 What words mean 5.1 BT will:
2.1 Some of the words and phrases in this document mean 5.1.1 provide you with a Customer Committed Date
specific things. They are capitalised all the way through and will use reasonable endeavours to meet
and explained in the Defined Terms section at the end any Customer Committed Date;
of this document. 5.1.2 provide the Service with the care and skill that
2.2 The words below have the following meanings: would reasonably be expected in the
2.2.1 ‘You’ and ‘your’ mean the Customer. circumstances;
2.2.2 Phrases that refer to ‘we’, ‘our’, ‘us’, ‘each of 5.1.3 comply with Applicable Law;
us’, ‘each of our’, ‘both of us’, ‘we each’ ‘we 5.1.4 comply with, and may exercise its rights in, the
will each’, ‘we will both’, ‘whichever of us’, Compliance Obligations;
‘one of us’, ‘neither of us’, ‘either of us’, ‘either 5.1.5 provide information relating to your use of the
of our’, ‘either one of us’ and ‘we both’ mean Service, to authorities, regulators and law
one or both of BT and the Customer, whichever enforcement agencies, if it is legally required
makes sense in the context of the sentence. to; and
2.3 The words ‘include’ or ‘including’ do not limit something 5.1.6 if applicable to the Service, take reasonable
to just the examples that follow. steps to stop anyone getting unauthorised
2.4 Any time either of us has a right or obligation that we access to any part of the BT Network.
may exercise or perform, then whether either of us
chooses to exercise or perform that right or obligation will 6 What you have to do
be in that party’s sole discretion. You will:
2.5 Any reference to a specific law or regulation in the 6.1 provide BT with the names and contact details of the
Contract includes that law or regulation as amended, Customer Contact, but BT may also accept instructions
replaced or extended. from a person who BT reasonably believes is acting with
3 When the Contract starts and how long it lasts your authority;
6.2 provide BT with any information reasonably required,
3.1 The Contract starts on the Effective Date and will carry including information in relation to health and safety and
on for at least the Minimum Term (if any) and until: the environment, without undue delay, and you will
3.1.1 one of us ends it (in a way that the Contract make sure the information provided is accurate and
allows); or complete;
3.1.2 BT is no longer providing you with the Service, 6.3 complete any preparation activities that BT may request
there are no outstanding Orders and all to enable you to receive the Service promptly and in
invoices are paid. accordance with any reasonable timescales;
3.2 Any Minimum Term shall commence on the Service Start 6.4 cooperate with BT and comply with any reasonable
Date, unless stated otherwise in the Schedule. requests BT makes to help BT provide the Service;
4 Some basic principles 6.5 comply with Applicable Law, and make sure that your
Users do as well;
4.1 BT confirms that it is a legal corporation, authorised to 6.6 comply with the Acceptable Use Policy and the
agree the Contract and provide the Service. Compliance Obligations and make sure that your Users
4.2 You confirm you are legally set up as a business, do as well; and
authorised to agree the Contract and carry out your 6.7 for Sites not under BT’s control, get all the consents,
responsibilities under it. licences, permissions and authorisations we both need
4.3 Where you place an Order acting for purposes that are and keep them up to date so BT can provide the Service
related to your trade, business or profession, this is a at the Sites, including for:
business to business transaction to which the Consumer 6.7.1 making alterations to buildings;
Contracts (Information, Cancellation and Additional
Charges) Regulations 2013 does not apply. 6.7.2 getting into property;
6.7.3 dealing with local authorities, landlords or
owners;
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General Terms BTL100
6.7.4 installing BT Equipment or Purchased includes all Charges resulting from unauthorised or
Equipment; and fraudulent use.
6.7.5 using the Service over your network or at a Site. 9.2 BT will invoice you, and you will pay BT, in pounds sterling.
6.8 WEEE Directive 9.3 BT will work out the Charges based on details that BT
6.8.1 You will comply with Article 13 of the Waste records or that are recorded for BT. If applicable to the
Electrical and Electronic Equipment Directive Service, information on how BT measures how much
2012 (“WEEE Directive”) for the costs of data you use is set out in Section 15, Part 17 of the BT
collection, treatment, recovery, recycling and Price List.
environmentally sound disposal of any 9.4 If BT issues an invoice online, it will email you when it has
equipment supplied under the Contract that done so.
has become waste electrical and electronic 9.5 Unless you are disputing an invoice (see Clause 11), you
equipment (“WEEE”). will pay each invoice BT sends you within 28 days of the
6.8.2 For the purposes of Article 13 of the WEEE date on it. You will pay the full amount in cleared funds
Directive this Paragraph 6.8 is an alternative into BT’s bank account, without any set-off,
arrangement to finance the collection, counterclaim, deduction or withholding, unless you
treatment, recovery, recycling and legally have to take something off.
environmentally sound disposal of WEEE. 9.6 BT may reduce the number of days you have to pay
6.8.3 You will comply with any information recording each invoice from 28 days to five days, where:
or reporting obligations imposed by the WEEE 9.6.1 you issue a profit warning; or
Directive.
9.6.2 any Credit Agency reduces your credit rating,
6.8.4 You will indemnify BT against any claims or legal and
proceedings that are brought or threatened
against BT by a third party which would not BT reasonably considers that this will affect your ability to
have been caused or made had you fulfilled pay invoices.
your express or implied obligations under this 9.7 If you make a payment covering more than one invoice:
Paragraph 6.8 or in connection with the WEEE 9.7.1 you will tell BT which amounts to apply to which
Directive. BT will notify you of any such claims or invoices; and
proceedings and keep you informed as to the
9.7.2 if you do not tell BT, BT may apply the payment
progress of such claims or proceedings.
to any unpaid invoices at its discretion.
7 If you do not comply with the Acceptable Use Policy 9.8 You will pay all Charges by direct debit, unless BT agrees
or Compliance Obligations otherwise.
7.1 If you do not comply with the Acceptable Use Policy or 9.9 You will advise BT promptly of any changes to your bank
Compliance Obligations, you will be liable for any details that may affect payment of the Charges.
Claims, losses, costs or liabilities that BT incurs as a result. 9.10 As part of BT’s credit management procedures, BT may
7.2 BT may, when there is a serious breach of the at any time:
Acceptable Use Policy or Compliance Obligations, 9.10.1 require you to pay a deposit, pay the Charges
report you and provide your personal information, in advance, or provide a guarantee as security
including Personal Data, to the relevant law for payment of future invoices by the means
enforcement agency. requested by BT; and
9.10.2 carry out a credit vet on you. You will provide
8 When BT is not to blame
BT or its agents with any information it or they
Subject to the occurrence of a Force Majeure Event, in which may reasonably require for this.
case Clause 23 applies, BT will not be liable if it fails to do 9.11 Charges do not include any Transaction Taxes. If BT
something under the Contract (including not carrying out any sends you a valid tax invoice, you will pay all of the
of its responsibilities, carrying them out late or not meeting any Transaction Taxes due, including those BT has paid or will
Service Levels) to the extent BT’s failure is due to: pay that BT is allowed, by Applicable Law, to pass on to
8.1 your failure to carry out any of your responsibilities under you, and that service providers normally pass on to their
the Contract, or you carrying them out late, in which customers. BT will not charge any Transaction Taxes on
case you will pay BT for any reasonable costs BT incurs as Services where you have already given BT a valid tax
a result of your failure; exemption certificate.
8.2 anyone other than BT, BT’s Affiliates or BT’s 9.12 If applicable, you are liable for any Withholding Taxes
subcontractors or suppliers doing something, or not (and associated interest and penalties if any) on
doing something, they need to do unless that BT Affiliate, payments to BT, so that the net amount BT receives is not
subcontractor or supplier has invoked their force less than the amount invoiced to you.
majeure rights under their contract with BT; or 9.13 If you ask for any change to be made to the agreed
8.3 restriction or prevention by Applicable Law, a court billing arrangements for the Service, and that change
order, an application for interlocutory relief or injunction. results in additional Transaction Tax or Withholding Tax to
BT or any BT Affiliate that they are unable to fully recover,
Payments then, regardless of what it may say elsewhere in this
Contract, BT may modify the Charges to reflect the
9 Paying what you owe BT impact of the change and you will pay BT any additional
amounts due.
9.1 You will pay and be responsible for the Charges,
whether the Service is used by you or someone else. This 10 What happens if you do not pay BT
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General Terms BTL100
10.1 If you do not pay an invoice by the date it is due and 12.5 If your use of the Service infringes, or allegedly infringes,
you are not disputing the invoice in accordance with someone else’s Intellectual Property Rights, BT will
Clause 11, BT may: indemnify you for Claims, losses, costs or liabilities
10.1.1 charge you either: brought against you as long as you:
(a) a late payment charge, which will be 12.5.1 tell BT promptly about the Claim;
described in the relevant Schedule, Annex, 12.5.2 give BT complete control of the Claim
Order or the BT Price List; or straightaway;
(b) interest on the unpaid amount at the annual 12.5.3 do not say anything publicly about the Claim,
rate of 4 per cent above the Bank of or do anything that harms BT’s defence of it;
England’s base lending rate at the date of and
calculation, or at the maximum rate allowed
12.5.4 do what you can to help BT with the Claim.
by Applicable Law, whichever is less. The
interest will build up and be compounded 12.6 The indemnity in Clause 12.5 will not apply to any part of
each day, from the date the invoice was due a Claim that results from or is connected with:
to the date you pay BT; 12.6.1 your use of any of the Service with equipment,
10.1.2 restrict or suspend the Service as set out in software or another service BT has not supplied;
Clause 15.1; and/or 12.6.2 your modifying the Service without BT’s
10.1.3 terminate the Service or the Contract under permission;
Clause 18.1.1 on the basis that the parties 12.6.3 any content, designs or specifications that
agree that not paying BT the Charges when have not been supplied by BT or on BT’s behalf;
due in accordance with the Contract will be or
deemed a material breach of this Contract.
12.6.4 your using the Service in a way BT has not
10.2 You will pay BT any reasonable costs that BT incurs when agreed.
recovering any amount you owe BT, including debt
12.7 You will indemnify BT for any Claims, losses, costs or
collection agency and legal costs.
liabilities brought against BT that results from or is
11 Disputing an invoice connected with:
12.7.1 your use of the Service with equipment,
11.1 If you do not agree with something in an invoice BT sends software or another service BT has not supplied;
you before you have made payment, you will give BT
Notice within 28 days after the date of the invoice. 12.7.2 your modifying the Service, without BT’s
permission;
11.2 If you do not agree with something in an invoice BT sends
you after you have made payment, you will give BT 12.7.3 any content, designs or specifications that
Notice of that dispute within six months after the date of have not been supplied by BT or on BT’s behalf;
the invoice. or
11.3 You will always pay the undisputed amount of an 12.7.4 your using any of the Service in a way not
invoice, and any disputed amount that is less than 5 per permitted by this Contract.
cent of the total invoice, in accordance with Clause 12.8 You will stop any activity that led to the Claim against BT
9.45. as soon as BT gives you Notice or you become aware, or
11.4 We will both settle an invoice dispute in accordance should reasonably have become aware, that your
with Clause 24.1 and you will pay the amount we both activity was causing a Claim against BT, and BT may ask
finally agree on within seven days of both of us agreeing you to actively defend or settle the Claim.
it. 12.9 If using the Service leads to a Claim against you as
11.5 BT may still charge you a late payment charge or interest described in Clause 12.5, or BT believes it is likely to lead
in accordance with Clause 10.1 for any amount that we to one, BT may, at BT’s expense:
both agree under Clause 11.4. 12.9.1 get you the right to carry on using the Service;
or
Protecting Information
12.9.2 modify or replace the relevant parts of the
Service so that using the Service no longer
12 Intellectual Property Rights infringes someone else’s Intellectual Property
12.1 Intellectual Property Rights will carry on being their Rights, as long as the performance of the
original owner’s property whether the rights existed relevant parts of the Service is not materially
before the Contract or came after it. affected.
12.2 If BT provides you with Software so you can use the 12.10 The indemnity under Clause 12.5 and the actions in
Service, BT gives you a non-transferable and non- Clause 12.9 are the only remedies you will have for
exclusive licence to use the Software only for the Claims that your use of the Software infringes someone
purposes and in the manner set out in the Schedule. As else’s Intellectual Property Rights.
well as any terms of the Contract, you will also comply
13 Keeping things confidential
with any third party terms that BT make known to you
that apply to the use of the Software or Service. 13.1 We will both keep all Confidential Information
12.3 You will not and will ensure that your Users do not, copy, confidential and neither of us will disclose it, unless one
decompile, modify or reverse engineer any Software, or of us needs to do that:
let anyone else do that, unless it is allowed by law or BT 13.1.1 to meet our responsibilities or to receive any
has given you permission in writing. benefit under the Contract, and then only to
12.4 The licence BT gives you in Clause 12.2 will last as long as our employees, agents, Affiliates, officers,
BT provides you with the relevant Service. directors, advisers and, for BT only, BT’s
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General Terms BTL100
subcontractors and suppliers, who need to (h) respond to general queries relating to the
know; Service or Contract; or
13.1.2 because Applicable Law, a government or (i) comply with Applicable Law;
regulatory authority, or court of competent 14.4.2 BT will Process the Personal Data in
jurisdiction says we have to and the party accordance with applicable Data Protection
disclosing it will give the other as much notice Legislation and as set out in the BT Privacy
as reasonably possible before any disclosure. Policy and, where applicable, BT Group’s
13.2 The party disclosing the Confidential Information in Binding Corporate Rules.
accordance with Clause 13.1.1 will ensure that the
people receiving it comply with this Clause 13.
14.5 If BT acts as a Processor:
13.3 Each of us will return or destroy any of the other’s
14.5.1 the subject-matter, duration, nature and
Confidential Information within a reasonable time of the
purpose of the Processing, the type of
other requesting this by giving Notice.
Customer Personal Data and categories of
13.4 This Clause 13 will stay in place for a period of three years Data Subjects will be set out in the applicable
following the end of this Contract. Annex that can be found online at
https://business.bt.com/terms-and-
14 Data Protection conditions/business-terms-of-service/;
14.1 In this Contract, the following terms each have the 14.5.2 in order to perform its obligations under the
meaning given to it in the GDPR: “Binding Corporate Contract, BT will:
Rules”, “Controller”, “Data Subject”, “Personal Data”,
(a) Process the Customer Personal Data on your
“Personal Data Breach”, “Processing”, “Processor” and
behalf in accordance with your
“Supervisory Authority”.
documented instructions as set out in Clause
14.2 Notwithstanding any other provision in the Contract , for 14.5.11, except where:
BT to provide a Service, Personal Data may be:
(i) Applicable Law requires BT to Process the
14.2.1 used, managed, accessed, transferred or held Customer Personal Data otherwise, in
on a variety of systems, networks and facilities which case, BT will notify you of that
(including databases) worldwide; or requirement before Processing, unless to
14.2.2 transferred by BT worldwide to the extent do so would be contrary to that
necessary to allow BT to fulfil its obligations Applicable Law on important grounds of
under this Contract and you appoint BT to public interest;
perform each transfer in order to provide the (ii) in BT’s reasonable opinion an additional
Services provided that BT will where necessary instruction or a change to the instructions
implement appropriate transfer mechanisms provided by you in accordance with
permitted by Data Protection Legislation, Clause 14.5.11 infringes the Data
including: Protection Legislation and BT will inform
you of its opinion without undue delay
(a) BT Group’s Binding Corporate Rules (for and will not be required to comply with
transfers among BT’s Affiliates and transfers
that instruction;
from you to BT); and
(b) agreements incorporating the relevant (b) to protect the Customer Personal Data
standard data protection clauses adopted against a Personal Data Breach, implement
by the European Commission or the relevant technical and organisational security
local authority. measures, including those that may be set
out in the Schedule, that are appropriate to
14.3 BT will be either Controller, Processor or both under the
the risk represented by BT’s Processing and
Contract depending on the type of Personal Data
the nature of the Customer Personal Data
Processed and the purpose of the Processing.
being Processed;
14.4 If BT acts as a Controller: (c) provide Notice to you without undue delay
14.4.1 BT may collect, Process, use or share Personal after becoming aware of a Personal Data
Data with BT Affiliates and Sub-Processors, Breach affecting the Customer Personal
within or outside the country of origin in order Data;
to do any or all of the following: (d) only use the Sub-Processors approved by you
(a) administer, track and fulfil Orders for the by entering into the Contract or in
accordance with Clause 14.5.9; and
Service;
(b) implement the Service; (e) assist you in your compliance with the Data
Protection Legislation, taking into account
(c) manage and protect the security and
the nature of the Processing of the Customer
resilience of any BT Equipment, the BT
Personal Data and the information available
Network and the Services;
to BT, relating to:
(d) manage, track and resolve Incidents (as
defined in the Schedule) with the Service as (i) its obligation to respond to lawful requests
set out in the Schedule(s); from a Data Subject, to the extent
(e) administer access to online portals relating to practicable;
the Service; (ii) the security of the Processing of the
(f) compile, dispatch and manage the Customer Personal Data;
payment of invoices; (iii) notification of a Personal Data Breach
(g) manage the Contract and resolve any affecting the Customer Personal Data to
disputes relating to it;
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the Supervisory Authority or the Data 14.5.8 BT may use Sub-Processors in accordance with
Subjects; and Clause 26.2 and will ensure that data
(iv) a data protection impact assessment as protection obligations in respect of Processing
may be required by Data Protection Customer Personal Data equivalent to those
Legislation and prior consultation with the set out in Clause 14.5 will be imposed on any
Supervisory Authority, Sub-Processors;
and you will reimburse BT’s reasonable costs 14.5.9 BT will inform you of proposed changes to BT’s
for this assistance except for the assistance Sub-Processors from time to time by either:
set out in Clause 14.5.2(e)(iii) where a (a) providing you with online notice of the
Personal Data Breach affecting the intended changes at
Customer Personal Data occurred as a direct https://business.bt.com/terms-and-
result of a breach of BT’s obligations set out in conditions/business-terms-of-service/ and
Clause 14.5.2(b); you will have 30 days starting from the first
14.5.3 unless Applicable Law requires BT to store a Business Day of the calendar month following
copy of the Customer Personal Data, upon the date of the online notice to object to the
expiry or termination of the Contract and at change; or
your option, BT will delete or return the (b) giving you Notice in accordance with Clause
Customer Personal Data within a reasonable 25 and you will have 30 days starting from the
time period and you will reimburse BT’s date of the Notice to object to the change,
reasonable costs for this deletion or return of and
the Customer Personal Data; if you do not object in accordance with Clauses
14.5.4 BT will make available to you the information 14.5.9(a) or 14.5.9(b), you will be deemed to
demonstrating BT’s compliance with its have authorised the use of the new Sub-
obligations set out in Clause 14.5, and, subject Processors;
to 30 days’ Notice from you, allow for and 14.5.10 you may object to the use of a new Sub-
reasonably cooperate with you (or a third party
Processor by giving Notice in accordance with
auditor appointed by you) to audit this
Clause 25 documenting material concerns that
compliance at reasonable intervals (but not
the Sub-Processor will not be able to comply
more than once per year), so long as: with the Data Protection Legislation, and if such
(a) the audit will: Notice is received within the time required by
(i) not disrupt BT’s business; Clause 14.5.9, we will address your objection in
(ii) be conducted during Business Days; accordance with the process set out in Clause
(iii) not interfere with the interests of BT’s other 24.1 and BT may use the relevant Sub-Processor
customers; to provide the Service until the objection is
(iv) not cause BT to breach its confidentiality resolved in accordance with Clause 24.1;
obligations with its other customers, 14.5.11 the Contract contains your complete
suppliers or any other organisation; and instructions to BT for the Processing of Customer
(v) not exceed a period of two successive Personal Data and any additional instructions
Business Days; or changes to the instructions will be
(b) you (or your third party auditor) will comply incorporated into this Contract in accordance
with BT’s relevant security policies and with Clause 31 to take account of any resulting
appropriate confidentiality obligations; and change in the Charges or the Service;
(c) you will reimburse BT’s reasonable costs 14.5.12 you will comply with applicable Data
associated with the audit and, where BT Protection Legislation and will fulfil all the
conducts an audit of its Sub-Processors to requirements necessary for the provision of the
demonstrate BT’s compliance with its Service by BT, including providing any
obligations set out in Clauses 14.5, those of its notifications and obtaining any regulatory
Sub-Processors. approvals or consents required when sharing
14.5.5 BT may demonstrate its compliance with its Personal Data with BT; and
obligations set out in Clause 14.5 by adhering 14.5.13 you will only disclose to BT the Personal Data
to an approved code of conduct, by obtaining that BT requires to perform the Service.
an approved certification or by providing you 14.6 Where each party acts as a Controller in relation to the
with an audit report issued by an independent Processing of Personal Data under the Contract, the
third party auditor (provided that you will parties will not act as joint Controllers (as defined by
comply with appropriate confidentiality Data Protection Legislation) in relation to such
obligations and not use this audit report for any Processing.
other purpose);
14.7 If, in accordance with Clause 32, BT proposes
14.5.6 BT will not disclose Customer Personal Data to amendments to the Contract to reflect changes to BT’s
a third party unless required for the security measures, policies and processes to enable BT
performance of the Service, permitted under to comply with the Data Protection Legislation, you will
the Contract or otherwise required by act reasonably and in good faith.
Applicable Law;
14.5.7 BT will ensure that persons authorised by BT to Ending the Service or the Contract
Process the Customer Personal Data will be
bound by a duty of confidentiality; 15 When BT may restrict or suspend the Service
15.1 BT may restrict or suspend the Service:
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15.1.1 if BT needs to do Maintenance; and we will each have to pay the other the amounts
15.1.2 if you do not pay BT on time and in the way referred to in Clause 21.1.
described in Clause 9.4; and 18.2 BT may terminate the Contract, if you do not pay what
15.1.3 if BT reasonably believes: you owe BT under any other contract that you have
entered into with BT, as set out in that other contract,
(a) you have not complied with the Acceptable and you will have to pay the amounts referred to in
Use Policy or Compliance Obligations; or Clause 21.1.
(b) it needs to in order to protect the integrity or
security of the BT Network. 19 Terminating the Contract if there is an event beyond
15.2 If BT restricts or suspends the Service because of the either of our control
reasons in Clauses 15.1.2 or 15.1.3:
19.1 If a Force Majeure Event means the Service is completely
15.2.1 you will still have to pay the Charges that are and continuously unavailable for more than 30
payable for the Service until the Service ends; consecutive calendar days, either of us can terminate
15.2.2 BT may apply a Charge, to start the Service the Contract straightaway by giving the other Notice, as
again; and long as the Force Majeure Event is still having an effect
when the Notice is received, and we will each have to
15.2.3 Prior to starting the Service again, BT reserves
pay the other the amounts referred to in Clause 21.1.
the right to require you to pay the Charges that
are payable for the Service until the Service 19.2 If the Force Majeure Event has ceased before any
ends by direct debit. Notice to terminate is received by one of us, the right set
out in Clause 19.1 will end and the Notice will have no
15.3 BT may suspend the Service if you do not pay what you
effect.
owe BT under any other contract that you have entered
into with BT, as set out in that other contract. 20 What happens when the Contract is terminated
15.4 If BT decides to restrict or suspend the Service for any of
If the Contract, a Service or any Order is cancelled,
the above reasons, it will let you know beforehand as
terminated or expires, for any reason, it will not affect any
soon as it reasonably can.
rights that either of us have up to that point.
16 Cancelling an Order before the Service Start Date
21 What we both need to pay when the Contract is
16.1 You can cancel an Order by giving BT Notice, as long as terminated
the Notice reaches BT before the Service Start Date,
and: 21.1 If:
16.1.1 if the cancellation has any impact on volume 21.1.1 the Contract, any Service or any Order is
commitments or otherwise affects the agreed cancelled, terminated or expires, for any
Charges, BT may amend the Charges to reflect reason each of us will immediately pay the
this; and other any money and interest that is due on the
date of termination;
16.1.2 you will pay BT the Cancellation Charges that
are described in the Schedule. If there are no 21.1.2 the Contract is terminated in whole or in part in
Cancellation Charges in the Schedule, but BT accordance with Clause 18.1.3, the party
has incurred any costs in order to get ready to terminating may alternatively set off any
provide your Service, including cancellation amounts due under this Contract or any other
charges from one of BT’s subcontractors or contract between us.
suppliers or other costs payable to a third party, 21.2 In addition, if you terminate the Contract, the Service or
you will pay BT those costs that are reasonable any Order using your rights set out in Clause 17, you will
in accordance with Clause 9.4. pay BT:
17 If either of us want to terminate the Contract or the 21.2.1 the Termination Charges (unless you terminate
because BT has made a change to the
Service
Contract that causes you material detriment, in
17.1 Unless otherwise set out in a Schedule or Annex, either of which case the terms set out in the Schedule
us at any time on or after the relevant Service Start Date will apply); and
can terminate the Contract in whole or in part by giving 21.2.2 all Charges for the Service that are or would
at least 90 days’ Notice and we will each have to pay have been performed during the Notice
the other the amounts set out in Clause 21. period set out in Clause 17 whether or not the
Notice period is actually given.
18 Terminating the Contract when something has gone
wrong 21.3 In addition to other rights and remedies, If BT terminates
the Service or Contract under Clause 18.1 or Clause 18.2,
18.1 Either of us may terminate the Contract in whole or in BT may charge you the Termination Charges applicable
part straightaway by giving the other party Notice to to the relevant Service.
terminate if: 21.4 You acknowledge that any Termination Charges are
18.1.1 the other materially breaches the Contract proportionate given the early termination of the Service
and, where it is possible, they do not put the or Contract before the end of the applicable Minimum
situation right within 30 days after Notice of their Term and having regard to the overall commercial
breach; interests of the parties, and that the Termination Charges
18.1.2 the other materially breaches the Contract do not represent a penalty.
and the situation cannot be put right; or If Something Goes Wrong
18.1.3 an Insolvency Event applies to the other,
22 How far each of us can be held responsible
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22.1 The Contract excludes, as far as the law allows, any our losses, even where that loss occurs as a result of
warranties, conditions or other terms that might be anything that may give rise to a Claim under an
implied by statute or common law. indemnity.
22.2 Nothing in the Contract excludes or limits the liability of 22.7 If BT fails to meet a Service Level and this means that you
either of us for: are entitled to Service Credits, the only remedy available
22.2.1 death or personal injury caused by either of us to you for that failure will be to receive those Service
being negligent; Credits, except when BT’s failure amounts to material
breach of the Contract, in which case, BT will take the
22.2.2 fraud or fraudulent misrepresentation; or value of any Service Credits given from any amount
22.2.3 any other liability that cannot be excluded or agreed as payable by BT in accordance with Clause
limited under Applicable Law. 24.1 or awarded by a court of competent jurisdiction.
22.3 Other than for those matters set out in Clause 22.2, 22.8 BT recommends that you obtain business continuity (or
neither of us will be held liable, regardless of how that other) insurance that is appropriate for the nature of
liability arose, under or in connection with the Contract, your business, just in case something goes wrong.
and whether in contract, tort (including negligence or 22.9 Provided BT has complied with its obligation set out in
breach of statutory duty), misrepresentation (whether Clause 5.1.6, BT will not be held responsible for any loss
innocent or negligent), restitution, or in any other way, or damage caused by unauthorised access to any part
for: of the BT Network.
22.3.1 any of the following losses, no matter if those
losses are direct or indirect: 23 Force Majeure Events
(a) loss of profit, revenue or anticipated savings; 23.1 If there is a Force Majeure Event the party whose
(b) loss of business or contracts; performance is affected by the Force Majeure Event will:
(c) loss of goodwill; 23.1.1 take all reasonable steps to find a solution by
(d) loss from wasted expenditure, wasted time, which the Contract may be performed despite
or business interruption; the continuance of the Force Majeure Event;
(e) loss, destruction or corruption of data;
23.1.2 inform the other party as soon as it reasonably
(f) liability to any third parties unless a Clause in can on the nature and extent of the Force
the Contract says something different; and
Majeure Event affecting the Service and the
(g) any special, indirect or consequential loss or reasonable steps which are being taken to find
damage. a solution by which the Contract may be
22.4 Other than for those matters set out in Clause 22.2 and performed despite the continuance of the
Clause 22.5, the total liability of either of us, regardless of Force Majeure Event;
how that liability arose and regardless of the number of 23.1.3 not be liable for failing to do something they
claims, under or in connection with the Contract, and should have done, or for not doing it
whether in contract, tort (including negligence or completely or on time to the extent this is
breach of statutory duty), misrepresentation (whether caused by the Force Majeure Event;
innocent or negligent), restitution, or in any other way,
will be limited to the greater of: 23.1.4 get a reasonable amount of extra time to
perform the obligation that is affected by the
22.4.1 £100,000, and Force Majeure Event; and
22.4.2 an amount equal to: 23.1.5 still be liable for any breaches of Contract prior
(a) where the first incident occurs in the first 12 to the Force Majeure Event where the other
months of the Contract, the Charges that party has used their rights set out in Clause 18.
were paid or payable by you, or would have 23.2 Nothing in this Clause 23 affects your obligation to pay
been paid or payable by you had the BT any amounts payable under the Contract on time
incident not occurred, for the first 12 months and in the way described in Clause 9.5.
from the Effective Date; or
(b) where the first incident occurs at any other 24 Settling disputes
time, the mean of the monthly Charges that
were paid or payable by you, from the 24.1 We will both do what we reasonably can to settle any
Effective Date to the date when the first dispute or claim that occurs under or in relation to this
incident occurred, multiplied by 12. Contract, and to avoid having to get the courts or
regulatory authorities involved.
22.5 Your obligations to:
24.2 BT will try to resolve any complaint or dispute that you
22.5.1 pay any Charges including any interest may have with BT in accordance with the procedure set
payable under Clause 10.1.1(b) and any taxes out in Clauses 24.3 to 24.5 below. If the matter is not
due in connection with the Charges, together resolved through that procedure, then either of us may
with any interest, fines and penalties payable refer it to adjudication, where appropriate, in
due to your failure to correctly withhold and accordance with the details set out in BT’s Customer
pay the taxes where applicable; Complaints Code set out at
22.5.2 refund any Service Credits; or http://www.bt.com/complaintscode copies of which
22.5.3 pay any Termination Charges, are available on request.
are in addition to and will not be counted towards the 24.3 We will both use the following dispute resolution process:
limitations set out in Clause 22.4 and will not be subject 24.3.1 whichever of us is affected will provide Notice
to the exclusions at Clause 22.3. of the complaint that clearly sets out the full
22.6 Regardless of what it may say elsewhere in the Contract, facts and includes relevant supporting
both of us will take reasonable steps to mitigate each of documents;
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24.3.2 we will both use reasonable endeavours to 25.4.2 the Notice is left at the address or someone
settle the dispute within 14 days of getting the signs for it on behalf of the addressee, if it is
complaint and will make sure to give regular delivered by hand or sent by courier; or
updates to the other during the 14 days; 25.4.3 three days after posting, if it is sent by pre-paid
24.3.3 if the dispute is not settled after 14 days (or any post or recorded delivery.
other period agreed by both of us in writing),
the dispute can be escalated to a senior 26 Transferring to another party
executive of either of us (someone at vice 26.1 Either of us may assign the benefit of the Contract to an
president level or above); and Affiliate by giving the other Notice, but if either of us
24.3.4 if the dispute is still not settled 14 days after it is chooses to assign the benefit of the Contract to an entity
escalated, we will both consider mediation as that is not an Affiliate, they need to get the other’s
set out in Clause 24.4. permission in writing beforehand.
24.4 After complying with Clause 24.3, either of us may, by 26.2 BT may subcontract any of BT’s responsibilities under the
giving Notice to the other, propose a mediator, in which Contract to another entity, including to a BT Affiliate, but
case: if it does, it will still be responsible to you under the
24.4.1 unless we both agree to another date, the Contract.
other party will either confirm their acceptance 26.3 If BT subcontracts the performance of any of BT’s rights
of the mediator or propose another mediator or obligations to a BT Affiliate as described in Clause 26.2,
within 15 days of the date of the Notice; you will, once you receive Notice from BT, deal directly
24.4.2 if both of us cannot agree on the choice of with the BT Affiliate for ordering, provisioning or
mediator within a further 15 days, the mediator maintaining the Service.
will be appointed by the London Court of 26.4 By giving you Notice, BT can novate the Contract, a
International Arbitration or an equivalent Service or an Order to a BT Affiliate. If BT does, all BT’s
independent body; rights, responsibilities and liabilities will transfer to the BT
24.4.3 unless we both agree otherwise, any mediation Affiliate and you will need to deal with the BT Affiliate
will happen in London, in English; and instead of BT as BT will no longer be a party to the
Contract in relation to the relevant Service.
24.4.4 unless we both agree otherwise, we will both
share the costs of mediation equally. 26.5 Either of us can assign or transfer our right to collect
payments, receivables or other assets arising as a result
24.5 Nothing in this Clause 24 stops either of us:
of the Contract.
24.5.1 seeking interlocutory or other immediate relief
if one of us is at risk of imminent harm, unless 27 Third parties’ rights
something in the Contract already provides an
A person who is not a party to the Contract will not have any
adequate remedy;
right under the Contracts (Rights of Third Parties) Act 1999 to
24.5.2 going to a court of competent jurisdiction if enforce any term of the Contract, even if a term seems to give
either of us considers it reasonable; or the party a particular benefit.
24.5.3 doing anything else this Contract lets us do.
28 No partnership or agency arrangement
Everything Else Unless a Clause in the Contract says something different, the
Contract does not:
25 Sending Notices under the Contract
28.1 set up any partnership, exclusive arrangement or joint
25.1 If one of us needs to give the other Notice, they will do it venture between us;
in writing, in English and: 28.2 make one of us the agent of the other; or
25.1.1 send it by email, in the case of Notices from BT 28.3 authorise either of us to enter any commitments for, or
to you only; on the behalf of, the other.
25.1.2 deliver it by hand; or
29 No waiver
25.1.3 send it by pre-paid post, recorded delivery or
courier. If either of us does not do, or delays doing, something that this
25.2 Notices need to be sent to: Contract allows, they will not have waived their right to do it,
unless the Contract says something different.
25.2.1 BT, at the postal address shown on the invoice
or any other address that BT tells you to send 30 What happens if part of the Contract is illegal,
Notices to; or invalid or unenforceable
25.2.2 you, at the address that you ask BT to send
invoices to, the address of the Site, your primary 30.1 If any court of competent jurisdiction finds that any part
email address, or, if you are a limited company, of the Contract is illegal, invalid or unenforceable, that
your registered office address as of the date of part will be considered removed, but no other part of
the Notice or any other address or email the Contract will be affected.
address you tell BT to use by giving Notice to BT. 30.2 If any illegal, invalid or unenforceable part of the
25.3 If either of our contact details change, we will both tell Contract would be legal, valid or enforceable if part of
the other straightaway by giving Notice. it were removed, we both will negotiate in good faith to
change the Contract so it reflects what we both
25.4 The recipient is deemed to have received the Notice on originally intended as much as possible.
the date (or if the date is not a Business Day, then on the
next Business Day): 31 Service Amendment
25.4.1 of transmission, if it is an email; 31.1 You may request, by giving BT Notice, a change to:
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31.1.1 an Order for the Service (or part of an Order) at “Annex” means any annex to the Schedule that describes the
any time before the applicable Service Start Service or sets out specific terms that apply to it.
Date; or “Applicable Law” means the laws of England and Wales and
31.1.2 the Service at any time after the Service Start any laws and regulations, as may be amended from time to
Date, time, that apply to the provision or receipt of a Service,
including:
and where BT agrees to the change you will pay any
additional Charges. (a) anti-corruption laws set out in the Bribery Act 2010
and the Foreign Corrupt Practices Act of 1977 of the
31.2 BT has no obligation to proceed with any change that United States of America; and
you request in accordance with Clause 31.1. (b) all applicable export laws and regulations, including
31.3 If BT changes a Service prior to the Service Start Date those of the United States of America.
because you have given BT incomplete or inaccurate “BT” means British Telecommunications Limited of 1 Braham
information, BT may, acting reasonably, apply additional Street, London, E1 8EE, registered in England with company
Charges. number 1800000.
32 Making changes to the Contract “BT Equipment” means any equipment and any related
Software that BT owns or that is licensed to BT and that BT uses
32.1 BT may make changes to the Contract as set out in the to provide the Service.
Schedule. “BT Group” means BT Group plc and its Affiliates.
32.2 Changes requested by you will become binding if “BT Network” means the communications network owned or
agreed in writing by BT using a change note or a leased by BT and used to provide the Service.
supplemental Order. “BT Price List” means the document containing a list of BT’s
charges and terms that can be accessed at:
33 After the Contract ends www.bt.com/pricing (or any other online address that BT may
advise you).
At the end of the Contract, provisions in the Contract that we “BT Privacy Policy” means the policy that BT has
both expect to remain in place after it ends will stay in place. implemented and may update from time to time on how it
34 The Contract stands on its own Processes Personal Data and that is set out at:
https://www.bt.com/privacy-policy.
34.1 The Contract sets out the whole agreement between “Business Day” means any day generally seen locally in the
both of us and replaces any previous communication place where the Service is provided as a working day and
between us. excluding national, public and bank holidays. If one of us is
34.2 Your own standard terms are not part of the Contract supposed to do something on a day that is not a Business Day,
even if you provided them to BT before signing the then they will need to do it on the next Business Day.
Contract, or if you send them to BT or refer to them in an “Cancellation Charges” means any compensatory charges
Order. payable by you to BT on cancellation of an Order in
accordance with Clause 16 and as set out in the Contract.
34.3 By agreeing the Contract, each of us acknowledges
“Charges” means the fees and charges that you pay in
they have not relied on any representation, warranty,
relation to Service as set out in the Contract.
collateral contract or other assurance (made
“Claim” means any legal claims, actions or proceedings
negligently or innocently) except for the ones in the
against one of us, whether threatened or actual, whether by
Contract. Each of us also waives all rights and legal
a third party or the other party to this Contract.
remedies they might have had if it were not for this
“Compliance Obligations” mean those provisions, obligations
Clause 34.
and rights set out in the document that can be found at
35 Choice of law and courts https://business.bt.com/terms-and-conditions/business-terms-
of-service/ (or any other online address that BT may advise
35.1 The laws of England and Wales will apply to the Contract you).
and any disputes or claims in connection with it or our “Confidential Information” means confidential information
relationship, including non-contractual ones. either of us (or each of our officers, employees, agents,
35.2 Only the courts of England and Wales will be able to rule subcontractors, suppliers, advisers or Affiliates) gives the other
on any disputes or claims in connection with the after the date of the Contract, no matter how it is recorded,
Contract or our relationship, including non-contractual stored or disclosed and includes:
ones. (a) the Contract;
(b) information about technical or commercial know-
36 Counterparts how, specifications, inventions, processes or
The Contract can be signed on one or more copies. Any single initiatives; or
counterpart, or a set of counterparts signed, in either case, by (c) any information a reasonable business person would
both of us will constitute a full original of the Contract for all see as confidential about:
purposes. (i) the business, affairs, customers, clients,
subcontractors, suppliers, plans or strategy of
Defined Terms either of us or our Affiliates; and
(ii) the operations, processes, product information,
“Acceptable Use Policy” means specific rules that you have
know-how, designs, trade secrets or software of
to follow when using the Services. You can find the policy at
either of us or our Affiliates,
https://business.bt.com/terms-and-conditions/business-terms-
of-service/ (or any other online address that BT may advise but it does not include:
you). (a) information that is available to the public, or
“Affiliate” means any entity that directly or indirectly controls becomes available, unless it is because one of us
or is controlled by either one of us, or is jointly controlled with breaches the Contract;
either you or BT.
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(b) information that was already available to the (g) faces any of these situations because a notice is
receiving party on a non-confidential basis; given, a petition is issued, a resolution is passed, or
(c) information we both agree in writing is not any other step is taken in their jurisdiction.
confidential information; or “Intellectual Property Rights” means any trademark, service
(d) information that was developed by or for the mark, trade and business name, patent, petty patent,
receiving party independently of the confidential copyright, database right, design right, community design
information. right, semiconductor topography right, registered design, right
“Contract” means the agreement between you and BT that is in Confidential Information, internet domain name, moral right
made up of these General Terms, the Schedule, any Annexes, and know-how, or any similar right in any part of the world.
the Order, and if applicable to the Service, the BT Price List. Any applications for registering any of these rights that can be
“Credit Agency” means Experian, Equifax and Callcredit. registered in any part of the world are also included.
“Customer” means the party BT contracts with to provide the “Maintenance” means any work on the BT Network or Service,
Service to. including to maintain, repair or improve the performance of
“Customer Committed Date” means the date provided by BT the BT Network or Service.
on which delivery of the Service (or each part of the Service, “Minimum Term” means the minimum period for which you
including to each Site) is due to start. commit to receive the Service and pay the Charges as
“Customer Contact” means any individuals authorised to act specified in the Schedule or any Order. The Minimum Term
on your behalf for Service management matters. may also be referred to as a Subscription Term, Fixed
“Customer Personal Data” means only the proportion of Commitment Period, Minimum Period of Service, Minimum
Personal Data where you are the Controller and that BT needs Period or other term referring to a commitment period in the
to Process on your behalf as a Processor in providing the Schedule.
Services to you under the Contract. “Notice” means any notice to be given by one of us to the
“Data Protection Legislation” means any laws, regulations, other under the Contract in accordance with Clause 25.
and binding guidance as may be amended from time to time “Open Source Software” means software BT has distributed to
in relation to the protection of Personal Data and individuals’ you that is licensed under a separate open source licence.
privacy that apply as a result of the provision or receipt of a “Order” means any order or part of an Order you give to BT
Service including but not limited to the GDPR. that is accepted by BT for the Service.
“Effective Date” means, except where BT gives you Notice “Purchased Equipment” means any equipment, including
otherwise, the date set out in the Order Form. any Software, that BT sells or licenses to you.
“Force Majeure Event” means any event that neither of us can “Schedule” means the schedule that describes the Service
control and that stops or delays either of us from doing and sets out the specific terms that apply to it, and includes
something, including: any Annexes for the Service except for the purposes of Clause
(a) natural event including a flood, a storm, lightning, a 1.
drought, an earthquake or seismic activity; “Service” means the service that BT provides under the
(b) an epidemic or a pandemic; Contract. If relevant, it includes the service for a particular Site,
(c) a terrorist attack, civil war, civil commotion or riots, or a part or component of the Service and may also include
war, the threat of war, preparation for war, an armed content that BT has provided to you as well as Purchased
conflict, an imposition of sanctions, an embargo or a Equipment.
breaking-off of diplomatic relations; “Service Credit” means any remedy for failure by BT to meet
(d) any law made or any action taken by a government a Service Level as set out in the Schedule.
or public authority, including not granting or revoking “Service Level” means the agreed minimum level of
a licence or a consent; performance BT will provide for the Service.
(e) collapsing buildings, a fire, explosion or accident; or “Service Start Date” means the date BT first makes the Service
(f) any labour or trade dispute, a strike, industrial action available to you.
or lockouts. “Site” means any place identified in a Schedule or Order from
or to which BT provides the Service.
“GDPR” means the General Data Protection Regulation (EU) “Software” means any software in object code format only
2016/679 (“EU GDPR”) and any amendment or replacement and related documentation (whether on tangible or
to it, (including any corresponding or equivalent national law intangible media) that BT provides to you as part of the
or regulation that implements the GDPR) and the UK GDPR, as Service. It includes any embedded software but it excludes
applicable to the processing. Open Source Software.
“General Terms” means these terms. “Sub-Processor” means a BT Affiliate or BT’s supplier or
“Incident” means an unplanned interruption to, or a reduction subcontractor that BT engages to Process Customer Personal
in the quality of, the Service or particular element of the Data for the purposes of the Contract.
Service. “Termination Charges” means any charges payable by you to
“Insolvency Event” means any of the following events that BT on termination of the Service or the Contract in whole or in
occurs where one of us: part during the Minimum Term.
(a) becomes the subject of a bankruptcy order: “Transaction Taxes” mean value added tax (VAT), goods and
(b) becomes insolvent; services tax (GST), sales, consumption, use or other similar
(c) makes any arrangement or composition with its taxes, customs duties, excise taxes, and regulatory and other
creditors, or assignment for the benefit of its creditors; fees or surcharges relating to the provision of the Service.
(d) goes into voluntary or compulsory liquidation, “User” means any person you allow to use the Service.
except for reconstruction or amalgamation “UK GDPR” means the GDPR as applicable as part of UK
purposes; domestic law by virtue of section 3 of the European Union
(e) stops trading or operating; (Withdrawal) Act 2018 and as amended by the Data
(f) owns any assets that are material to the operations Protection, Privacy and Electronic Communications
of all or substantially all of its business that are seized (Amendments etc) (EU Exit) Regulations 2019 (as amended),
or have a receiver or administrator appointed over as amended or replaced.
them; or
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“Withholding Tax” means any tax, deduction, levy or similar
payment obligation that is required to be deducted or
withheld from a payment under Applicable Law.
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