Plan Terms: Billing, Cancellation and Definitions

Version 1.0 · Published 15 October 2026 · Next review October 2027 · Changelog

These terms apply to the monthly plans described on our pricing page: Essentials, Managed and Complete. They sit with the written Order you accept (the quote that names what your plan covers and what it costs), our Data Processing Agreement and our sub-processor list. If your Order and these terms differ on a point, the Order prevails on that point. A full terms of business for Dacros engagements is in preparation; until it is published, your plan is governed by your Order, these terms and the DPA.

1. Who you contract with

Your contract is with TicketWave HQ Ltd, trading as Dacros, registered in England and Wales under company number 17143167, registered office Radley House, Richardshaw Road, Pudsey, LS28 6LE. Contact: hello@dacros.com. We are not registered for VAT, so no VAT is added to our fees; if that changes we will tell you before it applies and add VAT at the prevailing rate from then.

2. What a plan is

A plan is a monthly service. Your Order lists the level of cover, the users, devices and sites it is sized for, and what is included. The levels on the pricing page describe cover; the Order is the contract. Work outside the plan is quoted separately before it starts: network builds, telecoms and cabling projects, migrations beyond those your plan includes, and anything else your Order lists as a project. Hardware and software licences are bought in your name and are not part of the fee. A one-off remote session for a business that is not on a plan is charged at a fixed price agreed before we connect, and credited against the first month if you later take a plan.

3. Billing and payment

Monthly in advance. The fee is invoiced monthly in advance: the first invoice on the start date in your Order, then on the same date each month.
Payable within 14 days of the invoice date, by bank transfer to the account on the invoice. We do not take card payments through this website and never hold card details.
Late payment. Overdue amounts carry statutory interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.
Suspension. If an invoice is not paid when due, we may give you 14 days' written notice and suspend the plan if it is still unpaid at the end of that notice. While the plan is suspended we stop the work, including monitoring and patching, the fee continues, and we restart when the account is settled. We would rather talk first: if you are having difficulty paying, tell us.

4. Changes to the fee

Re-sizing. The fee is sized to the users, devices and sites in your Order. When those change, the fee changes with them from the next monthly invoice, and we confirm the new figure in writing before it applies.
Price changes. Any other change to the fee needs at least 60 days' written notice. If you do not want the new fee, you can cancel before it takes effect, and the old fee applies until then.

5. Cancelling

There is no minimum term, and no notice period beyond the current month. You can cancel at any time by email to hello@dacros.com; cancellation takes effect at the end of the current paid month. We do not refund part of a month, and there is no exit fee. If we end your plan for a reason other than your serious breach or non-payment, we give you at least 60 days' written notice. Either of us may end the plan by written notice if the other commits a serious breach and does not put it right within 14 days of being asked, or becomes insolvent.

6. What happens on exit

From the end date, the handover runs like this:

Access removed on the end date. Our administrative accounts, any application we registered and any delegated administration relationship are removed from your systems, and our monitoring agent is removed from your devices. We recommend that you, or your next provider, change every credential we have held.
Handover within 10 working days. We hand over the documentation we keep for you (the device and licence inventory, network and configuration records, the backup and restore-test record, and the written continuity answer) and every credential we hold, in a usable format.
Data returned or deleted. Backup copies and exports we hold for you are returned to you or deleted as you instruct, and in any case deleted within 30 days of the end date, with written confirmation, as section 12 of the DPA sets out.
Cooperation with your next provider. During your last month we answer your next provider's questions about what we ran, within the fair-use limit in section 9.
What stays with us, and what is yours. We keep our own record of the engagement (quotes, invoices and the note of each session) for six years, as our privacy notice says. The documentation and records we keep for your business are yours; our own methods, scripts and tools remain ours.

7. Hours of cover

The plan runs in business hours, Monday to Friday: 09:00 to 17:30, excluding English bank holidays. Requests that arrive outside those hours are logged and picked up on the next working day. We do not offer out-of-hours cover as part of a plan; if your business needs it, say so at the review and we will tell you honestly whether we can provide it. We do not publish response or fix times: requests are worked in order of their impact on your business, and we tell you what we are doing.

8. What we need from you

administrative access to the systems in your Order, with licences in your name and a break-glass account held by you, as section 4 of the DPA describes;
joiners and leavers told to us before the day, so that a joiner has what they need on day one and a leaver loses access on their last day;
your staff told that their work devices are managed and monitored, and what that means (we can provide wording);
the decisions that are yours to make: what to spend, what risk to accept, which recommendations to act on. Your own legal and regulatory duties stay with you.

9. What the plan words mean

"Unlimited helpdesk and remote support"

No per-ticket and no per-hour charge for support requests within the plan. Any member of staff on the plan can raise a request, by email or phone, during the hours of cover in section 7, about the devices, accounts and systems your Order covers, and we deal with it remotely. Site visits are by arrangement and set out in your Order.

Fair use. The fee is sized for the ordinary run of support for a business of your size. If demand runs persistently beyond that, for example a pattern of requests that is really a project, a recurring fault the business has decided not to fix, or a team larger than the Order names, we tell you in writing and agree either a re-sizing or a project quote. We keep supporting you while that conversation happens.

Not included: project work (new sites, migrations, new systems, network builds, cabling); work outside the hours of cover; training courses; personal devices not on the plan; and hardware and licences, which are bought in your name.

"Backups that are tested"

What is backed up is listed in your Order: typically your Microsoft 365 or Google Workspace mailboxes, files, calendars and contacts, and the data on any device or server the Order names. The backup tool and where it keeps your data are stated on the sub-processor list, and backups are kept for at least 12 months, or longer where your Order says so.

A backup is tested when something is restored from it and checked. Once a quarter, we restore a sample of files and one mailbox to a separate location and confirm that it opens and matches the original. The date, what was restored and the result are written into the documentation we keep for you, so the evidence is yours, visible on request and handed over on exit. A failed test is treated as an incident: you are told, and the cause is fixed. Alongside the backups you receive a written answer to what happens if the office is unavailable.

"Annual security review"

Once in every twelve months of your plan, a review of: identity and access (multi-factor authentication coverage, administrator roles, and whether leavers have gone); devices (patch state, encryption and endpoint protection); email authentication (SPF, DKIM and DMARC); backups and the latest restore test; the network boundary (firewall and remote access); and your position against the five Cyber Essentials controls. You receive a written report in plain English, with findings ranked by risk and the actions we recommend, and we go through it with you.

The report is for your internal use and is not a certification, a penetration test or legal advice. Nobody else may rely on it without our written consent. The same applies to the written findings of the free review you receive before a plan.

"Virtual IT manager"

On the Complete plan, a named person at Dacros who acts as your part-time IT manager. That means: a standing review meeting with you every month; a technology plan and budget for the next twelve months, kept current; supplier, licence and renewal management; the technology answers for your insurer, auditor, customers and Cyber Essentials assessor; and the person you ask when the question is "what should we do about this".

It is not an employee or a seat on your board; it is not available outside the hours of cover; it is not a software developer, a data protection officer or a legal adviser; and it does not take your decisions for you. It advises and runs; you decide.

10. Related documents

Data Processing Agreement · Sub-processors · Privacy notice · Website terms of use · Pricing: how it works

11. Changelog

Version 1.0, 15 October 2026. First publication: monthly billing in advance with 14 days to pay, cancellation at the end of any paid month with no minimum term, the exit handover, hours of cover, and definitions of unlimited helpdesk, tested backups, the annual security review and the Virtual IT manager.