These are Our standard terms. They apply alongside every Proposal and Managed Services Agreement We issue — where a specific Agreement says something different, that Agreement takes priority.
This page covers Us, VanArkel-IT (Pty) Ltd, registration 2026/077836/07, and any business that engages Us for IT services (“You”). It's written to be read alongside your specific Agreement or quote, not instead of it — your signed Agreement always overrides anything here that conflicts with it.
“Agreement” means any arrangement between Us and You for Services, including a Managed Services Agreement and any corresponding Proposal.
“Business Hours” means 08:00–17:00 Monday to Thursday and 08:00–16:00 on Fridays, South African time, excluding public holidays — unless your Agreement states different hours (for example, for a client outside South Africa).
“Proposal” means a quote or proposal provided to You by Us, which these Terms attach to.
“Services” means any services We provide, including work, advice and recommendations.
“Service Request” means any request for work that You ask Us to perform, or that We perform proactively on Your behalf.
“You” / “Your” means the business named in Your Agreement; “We” / “Us” / “Our” means VanArkel-IT (Pty) Ltd.
Service Requests must be lodged through one of these channels so they're logged, tracked, and covered by any Response Time Guarantee in your Agreement:
Requests sent to a personal number, personal email, or social media are not guaranteed a logged response and may be missed. Critical or High priority issues reported by any method other than phone will only be treated at Our Medium priority response level until We're called.
Where your Agreement includes a Response Time Guarantee, priority levels and guaranteed response times are set out in that Agreement's appendix.
Response Time is measured as the difference between the time We are first notified of a new Service Request (via the channels above) and the time We start working on it. Triage, scheduling and dispatch time isn't counted.
Service Requests lodged outside Business Hours are handled on a best-effort basis unless your Agreement includes Out-of-Hours Cover. A defined exclusion list in your Agreement sets out what the Response Time Guarantee does not apply to.
Recurring fees are billed monthly in advance, on the date agreed at onboarding, in the currency stated in your Proposal.
Payment is by debit order / direct debit unless We agree otherwise in writing. VAT (or the equivalent tax in Your country) is added where applicable, at the prevailing rate.
Work outside the scope of your Agreement is quoted and approved by You before We begin, and billed separately at Our standard rates.
Invoices unpaid more than 14 days after their due date may attract interest and, after written notice, suspension of non-critical Services — see your Agreement for the specific terms that apply to You.
Each party keeps confidential all non-public information it learns from the other, using it only for the purposes of the Services, except where disclosure is required by law.
Where We process personal data on Your behalf, We do so only on Your instructions, apply appropriate security measures, and will notify You without undue delay of any personal data breach affecting Your data. You remain the owner of Your data at all times.
Nothing here limits either party's liability for death or personal injury caused by negligence, fraud, or anything else that can't lawfully be limited.
Subject to that, Our total liability to You in any 12-month period is capped at the fees You paid Us in the 12 months before the event giving rise to the claim, and neither party is liable for indirect or consequential loss. We carry professional indemnity and public liability insurance, details available on request.
Your specific Agreement sets out its own Commitment Term, renewal, and termination provisions, including any early-termination fee. As a general baseline, either party may terminate for the other's uncured material breach after written notice, and on any termination We'll help You retrieve Your data within a reasonable period before it's securely deleted from Our systems.
These Terms and any Agreement are governed by the laws of the Republic of South Africa, and the parties submit to the non-exclusive jurisdiction of the courts of the Western Cape Division — without limiting either party's right to seek urgent relief elsewhere where needed.
We may update these General Terms from time to time; the version in force at the start of Your Commitment Term applies for that Term. If any part of these Terms is found unenforceable, the rest stays in effect.
Happy to talk through anything here before you sign — get in touch and we'll explain it in plain English.