Terms of Service
Last updated: 22 December 2025
Table of Contents
- Definitions
- Governing law and jurisdiction
- Changes to these TOS
- Ordering and commencement
- Subscription terms, access and accounts
- Implementation, data migration, IT projects, software development and professional services
- Changes to your subscription
- Support
- Billing, invoices and payment
- Garage Hive Services
- Other Third-Party Services
- Refunds and cancellations
- Suspension and termination
- Service levels, maintenance and availability
- Data protection and privacy
- Liability and indemnity
- Telecoms & Broadband Services
- Sharing aggregated or anonymised data
- Force majeure
Important
These Terms of Service ("TOS") set out the agreement between your business ("You", "Your", "Customer") and coLaunch Ltd ("coLaunch", "We", "Us"). Only an authorised representative of your business may accept and sign these TOS on behalf of the organisation.
Please note: Some services offered through coLaunch involve other providers. In these cases, the provider's own Terms of Service apply in addition to these TOS. Details of how Garage Hive and other third-party services are handled are set out in Sections 10 and 11 below.
1. Definitions
Agreement - this Terms of Service document between You and coLaunch.
Services - the software, products, telecoms, broadband, IT support, and professional services coLaunch provides as described in the Order Form or Price List. This includes services we resell or facilitate through third parties.
Subscription - the subscription plan, licences and paid features you purchase from coLaunch.
GoLive Date - the date You start using the Services for live business transactions.
Data Migration / Implementation - the migration, setup and training services required to get You live on the Service.
GDPR / Data Protection Laws - applicable data protection and privacy legislation where relevant.
2. Governing law and jurisdiction
This Agreement is governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction to resolve disputes arising under this Agreement unless the parties agree otherwise in writing.
3. Changes to these TOS
We may change these TOS from time to time. If you are an active subscriber we will notify the primary billing contact by email at least 30 days before material changes take effect. Continued use of the Services after the change date constitutes acceptance of the revised TOS.
4. Ordering and commencement
Ordering is completed by a clear commitment from you, which may be provided by signing an Order Form (electronic or paper), by confirmed email, or by a recorded phone call. Such commitment must reference the chosen Subscription, billing terms, and any one-off/implementation fees.
A Direct Debit Mandate or other payment authorisation must be completed before the Subscription Start Date. This is mandatory for all Subscriptions unless expressly agreed otherwise in writing.
5. Subscription terms, access and accounts
Subscriptions are billed on the cadence specified in your Order Form (monthly, quarterly, annual).
You are responsible for maintaining the confidentiality and security of account credentials and for all activity under accounts registered to your organisation.
6. Implementation, data migration, IT projects, software development and professional services
Implementation services (including IT infrastructure projects, system setups, software development projects, data migration, and remote/onsite training) are chargeable as set out in the Order Form.
Timeframes for implementations are estimates; coLaunch will use reasonable efforts to meet agreed milestones.
Ongoing IT support services (such as troubleshooting, monitoring, and maintenance) are not considered implementation and are provided only under a separate IT support Subscription.
6A. Cancellation Policy for Onsite and Classroom Training Services
- Cancellations/Reschedule requests for onsite services or classroom training made between fifty six days and twenty eight days prior to the scheduled date will result in a charge of 33% of the agreed fee.
- Cancellations/Reschedule requests made within twenty seven and fifteen days prior to the scheduled date will result in a charge of 66% of the agreed fee.
- Cancellations/Reschedule requests made within fourteen days prior to the scheduled date will incur a 100% charge of the agreed fee.
- If coLaunch Ltd is responsible for the service or training not proceeding as planned, no cancellation fees will apply.
6B. Data Import Policy
- An initial data import will be conducted based on the provided client information.
- A second data import, required due to incorrect or incomplete data being submitted by the client, will incur an additional fee equal to 100% of the initial data import charge.
- No additional charges will apply if the second data import is necessary due to an error by coLaunch Ltd.
- Clients are encouraged to review the provided data thoroughly before submission to avoid additional charges or delays.
7. Changes to your subscription
Adding users, locations, or paid addons during a billing cycle will result in prorated or full charges as stated on the invoice.
Removing users does not generally entitle you to refunds for charges already billed for that cycle unless otherwise agreed in writing.
8. Support
8.1 All active Subscriptions include access to a standard level of support limited solely to the product or service you are subscribed to, and not to any unrelated systems, IT infrastructure, or additional services.
8.2 coLaunch provides IT support services as a separate Subscription. Unless you hold an active IT support Subscription with coLaunch, IT support services (including troubleshooting, device support, and infrastructure management) are not included in your general Subscription.
8.3 Third-Party Service Subscriptions: Where you hold a subscription with another service provider, product support will be provided by that provider (or their appointed support provider). coLaunch may act as a sales, introductory, billing, or support agent. Your rights to support, subscription changes, billing, and termination are governed by the provider's Terms of Service in addition to this Agreement.
8.4 Additional services such as onsite training, consultancy, or extended support packages are chargeable and subject to availability.
8.5 Service response times, channels of communication, and escalation procedures are as outlined in your Order Form, support policy documents, or as otherwise communicated.
9. Billing, invoices and payment
Invoices are issued on the billing schedule set out in your Order Form (e.g., on the 1st of each month for calendar monthly billing).
Standard payment terms: 14 days via direct debit unless otherwise agreed in writing.
All billing for coLaunch-provided services and for services where coLaunch acts as billing agent is handled by coLaunch and invoiced accordingly. You agree to pay invoices issued by coLaunch. Non-payment may result in suspension after 14 days and termination thereafter, in line with Section 13. For Garage Hive subscriptions, billing is handled directly by Garage Hive and their billing terms apply.
10. Garage Hive Services
10.1 coLaunch and Garage Hive work in close collaboration to deliver Garage Hive subscriptions and services. While the two companies operate closely together, each remains a separate legal entity.
10.2 Garage Hive provides subscription services directly. All billing and subscription changes are handled by Garage Hive under its own Terms of Service. Core product support is provided by coLaunch on Garage Hive's behalf.
10.3 coLaunch acts as a sales, onboarding, training, and support liaison for Garage Hive. Customers may interact with coLaunch for account setup, training, and first-line support, but their contractual relationship for the subscription is with Garage Hive Limited.
10.4 Garage Hive's Terms of Service apply in addition to these TOS. In the event of any conflict, Garage Hive's Terms govern the Garage Hive subscription.
11. Other Third-Party Services
11.1 coLaunch may from time to time provide access to products or services from other third-party providers.
11.2 For these services, the provider's own Terms of Service apply in addition to these TOS. Your rights and obligations in relation to the third-party services (including support, subscription changes, billing arrangements, service levels, and termination) are governed by that provider's terms.
11.3 coLaunch may act as a sales agent, billing agent, or support agent for third-party services. Where coLaunch acts as billing agent, invoices will be issued by coLaunch and payment is due in accordance with Section 9.
11.4 coLaunch accepts no liability for a third party's contractual obligations, except where we explicitly act as billing agent, in which case our obligations are limited to proper invoicing and collection of fees.
12. Refunds and cancellations
Unless otherwise agreed, coLaunch does not provide refunds for partial periods after cancellation. Cancellation procedures are set out in the Order Form and require a signed cancellation confirmation.
Consumer Rights: If you sign up remotely (online, phone, or off-premises) as a consumer, you may cancel within 14 days from the contract date or service activation, whichever is later, without penalty. Refunds will be processed within 14 days of cancellation, in line with the Consumer Contracts Regulations 2013. This statutory right applies only where you qualify as a consumer under applicable law.
13. Suspension and termination
coLaunch may suspend or terminate Services without liability where required to protect systems, comply with law, or where there is material breach (including persistent non-payment).
Third-Party Service Subscriptions: In addition to the above, your subscription with another service provider may be suspended or terminated in accordance with that provider's Terms of Service. coLaunch accepts no liability for suspension or termination made under a provider's terms.
You may terminate your Subscription by giving at least 30 days' written notice, such notice to take effect at the end of the following calendar month, as set out in the Order Form.
14. Service levels, maintenance and availability
The Services are provided on an "as-is" basis. coLaunch will use commercially reasonable efforts to maintain availability but does not guarantee uninterrupted service.
Planned maintenance windows will be communicated in advance where practicable.
Third-Party Service Subscriptions: Services provided by other providers may be unavailable for maintenance at any time and are provided on an "as-is" basis without warranty of uninterrupted or error-free service, as per the provider's Terms of Service.
15. Data protection and privacy
coLaunch will process personal data in accordance with applicable data protection laws and our Privacy Policy.
You are responsible for obtaining any required consents for personal data you upload to the Service.
Third-Party Service Subscriptions: Data provided via a third-party service is handled in accordance with that provider's Privacy Policy and applicable data protection laws.
Where you request data exports on termination, coLaunch will provide a copy in a common, machine-readable format within the timeframe specified in the Order Form.
16. Liability and indemnity
To the maximum extent permitted by law, coLaunch's liability under or in connection with these TOS is limited to direct losses up to the total fees paid by you in the 12 months preceding the claim.
Neither party will be liable for indirect, special or consequential losses (including lost profits).
You agree to indemnify coLaunch against third-party claims arising from your (i) misuse of the Service, (ii) breach of law, or (iii) infringement of third-party rights by data you submit.
Third-Party Service Subscriptions: coLaunch is not responsible for any limitations, failures, or liabilities of a third-party provider under its own Terms of Service. Any claims relating to a third party's functionality, downtime, or data handling must be directed to that provider.
17. Telecoms & Broadband Services
17.1 Additional Terms: Where your Subscription includes telecoms or broadband services provided via a third-party provider, the following provisions apply.
17.2 Service Limitations: Telecom and broadband services may be subject to interruptions, speed variations, or outages due to factors outside our control (including network issues, maintenance, or force majeure). VoIP services may not guarantee 999/112 emergency access in all circumstances and may require you to verbally provide location information to operators.
17.3 Minimum Speeds: Broadband contracts include minimum guaranteed download and upload speeds. If speeds consistently fall below this level and cannot be resolved, you may terminate your broadband contract without penalty, as permitted by Ofcom.
17.4 Acceptable Use: You must not use services to send unlawful, abusive, obscene, defamatory, or bulk unsolicited communications, or upload malicious code. Misuse may result in suspension or termination.
17.5 Title to Equipment: Any hardware supplied remains coLaunch's or the provider's property until full payment is received. You must not tamper with, resell, or misuse equipment.
17.6 Termination: Telecoms and broadband services may be terminated by either party with 30 days' notice after the initial contract period. Services may also be terminated immediately for breach, insolvency, or supplier withdrawal.
17.7 ADR and Ofcom: Where applicable, disputes relating to broadband services may be referred to an Ofcom-approved Alternative Dispute Resolution scheme if unresolved after 8 weeks or in case of deadlock.
18. Sharing aggregated or anonymised data
We may aggregate and anonymise usage data to produce insights, benchmarks or public reports. Such aggregated data will not identify you or your customers.
19. Force majeure
Neither party will be liable for failure to perform obligations where caused by events outside reasonable control, including power outages, natural disasters, labour disputes, or governmental actions.