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General Conditions
Click Here to view our General Conditions

Schedule 3.1 Voice Services
Click Here to view our Schedule 3.1 Voice Services
Click Here to view supplementary Schedule 3.1 Voice Service 

Schedule 3.2 Internet Services
Click Here to view our Schedule 3.2 Internet Services

Schedule 3.3 Network Services

Click Here to view our Schedule 3.3 Network Services

Schedule 3.4 Cloud Voice Services
Click Here to view our Schedule 3.4 Cloud Voice Services

 Schedule 3.5(A) Mobile Services
Click Here to view our Schedule 3.5(A) Mobile Services

Schedule 3.5(B) Network Mobile Services
Click Here to view our Schedule 3.5(B) Network Mobile Services

Schedule 3.6(A) – Online Services applies to customer contracts entered with Chess and Microsoft for Microsoft Services prior to 1 March 2022Click Here to view our Schedule 3.6(A) On-Line Services

Schedule 3.6(A) - Microsoft Services applies to customer contracts entered with Chess and Microsoft for Microsoft Services on or after 1 March 2022. Click Here to view our Schedule 3.6 (A) Microsoft Services.

Schedule 3.6(B) Sophos Endpoint and Security Protection Products
Click Here to view our Schedule 3.6(B) Sophos Endpoint and Security Protection Products

Schedule 3.7 Co-Location Services
Click Here to view our Schedule 3.7 Co-location Services

Schedule 3.9 Data Protection for Microsoft 365
Click Here to view our Schedule 3.9 Data Protection for Microsoft 365

Schedule 3.10 Teams Direct Routing Service

Click Here to view our Schedule 3.10 Teams Direct Routing Service

Schedule 3.11 Community Web Kit Services

Click Here to view our Schedule 3.11 Community Web Kit Services

Schedule 3.13 Quickhelp Platform

Click Here to view Quickhelp platform 3.13

Schedule 4.1 Fault Management Connectivity
Click Here to view our Schedule 4.1 Fault Management Connectivity

Schedule 4.2 Professional Services
Click Here to view our Schedule 4.2 Professional Services

Schedule 4.3 Maintenance Support Services
Click Here to view our Schedule 4.3 Maintenance Support Services

Schedule 4.4 Managed Support Services
Click Here to view our Schedule 4.4 Managed Support Services

Schedule 4.5 Professional Support Incident Packs
Click Here to view our Schedule 4.5 Professional Support Incident Packs

Schedule 4.6(A) Standard Security Support 
Click Here to view our Schedule 4.6(A) Standard Security Support

Schedule 4.6(B) Managed Security Support 

Click Here to view our Schedule 4.6(B) Managed Security Support 

Schedule 4.6(C) Sophos Managed Security Services 
Click Here to view our Schedule 4.6(C) Sophos Managed Security Services

Nominet Terms and Conditions
Click Here to view our Nominet Terms and Conditions

CyberSecurity Terms and Conditions
Click Here to view our CyberSecurity Terms and Conditions

Chess Digital Support Terms and Conditions
Click Here to view our Chess Digital Support Terms and Conditions

Debt Collection and Disconnection Process - July 2021
Click here to view the latest Debt Collection and Disconnection Process

Ofcom General Conditions - December 2021
Click here to view the latest Ofcom General Conditions

Ofcom General Condition C7 Switching
Click here to view our Ofcom General Condition C7

Mobile Porting Procedure
Click here to view our Mobile Porting Procedure

Ofcom General Condition C8 Sales and Marketing of Mobile Communication Services
Click here to view our Ofcom General Condition C8

Automatically Renewable Contracts
Click here to view Ofcom's statement on Automatically Renewable Contracts

Fair Usage Policy
Click here to view our view Fair Usage Policy
Click here to view our Acceptable Fair Usage Policy

Vulnerable Customer Policy
Click here to view our Vulnerable Customer Policy

Complaints Code
Click here to view our Complaints Code

Modern Slavery Policy
Click here to view our Modern Slavery Policy Statement

Chess Group Environment Policy
Click here to view our Modern Slavery Policy Statement

 

Standard Rates and Fees

Click here to view our view Standard Rates and Fees

 

Legal Notice

Click here to view our Legal Notice

20th June 2022 - Changes to Chess Terms and Conditions – Security Support and Managed Security Support

Chess has updated Schedules 4.6(A) Sophos Managed Security Support and Schedule 4.6(B) Microsoft Managed Security Support.  These Schedules have been renamed Schedule 4.6(A) Standard Security Support and Schedule 4.6(B) Managed Security Support and have been varied to be vendor neutral as opposed to Vendor specific. 

Schedule 4.6(A) Standard Security Support is now limited in its application to Chess’ Standard Security Support Service only.   Schedule 4.6(B) Managed Security Support is now limited in its application to Managed Security Support Service.    Chess’ General Conditions continue to apply in addition to the applicable Schedule. 

The updated terms and conditions referred to above will apply to existing Chess customer contracts for Standard Security Support and Managed Security Support with effect from 21st July 2022. For contracts entered from the date of this notification, the updated terms and conditions above will apply from the date of that contract.  

Chess’ General Conditions and Schedules can be found at Legal | Chess ICT.

1st March 2022 - Microsoft Services Terms and Conditions

Chess has made updates to Schedule 3.6(A) (Microsoft Services) following changes made to how Microsoft sells its products and services through the Microsoft Partner Network.  Schedule 3.6(A), together with Chess’ General Conditions, apply to Chess customer contracts for Microsoft Services and can be found at Legal | Chess ICT.

The updated Schedule 3.6(A) (Microsoft Services) will apply to any new customer contract or renewal contract entered on or after the date of this notification.   This updated schedule will not apply to existing customer contracts for Microsoft Services which will continue to be governed by the existing Schedule 3.6(A) (Online Services)

14th February 2022 - Important Changes to Terms and Conditions

We have made amendments to the following terms and conditions:

  • General Conditions;
  • Schedule 3.1 (Voice Services);
  • Schedule 3.2 (Internet Services);
  • Schedule 3.4 (Cloud Voice Services);
  • Schedule 3.5(A) (Mobile Services); and
  • Schedule 3.10 (Teams Direct Routing Service).

You can read the full notice HERE.

26 January 2022 Changes to Chess Terms and Conditions

We have made amendments to our General Conditions at clauses 1.5 and clauses 10.9 to clauses 10.11.  The updated terms and conditions will apply to Chess’ existing customer contracts with effect from 26 February 2022.  For contracts entered from the date of this notification, the updated terms and conditions will apply from the date of the contract.

Chess has also launched a new service, the QuickHelp Platform, and as such we have released a new service specific Schedule relating to this service being Schedule 3.13 QuickHelp Platform.   These terms and conditions will apply together with Chess’ General Conditions in relation to customer contracts entered for this service from the date of this notification. 

The updated General Conditions and Schedule 3.13 can be found HERE

21 December 2021 Changes to Chess Terms and Conditions

Chess has made updates to Schedule 4.2 (Professional Services) which, together with Chess’ General Conditions, apply to customer contracts for Professional Services.  The updated Schedule 4.2 (Professional Services), along with the General Conditions which will continue to apply, can be found HERE

The updated terms and conditions will apply to Chess’ existing customer contracts with effect from 8 January 2022.  For contracts entered from the date of this notification, the updated terms and conditions will apply from the date of the contract.

17 December 2021 Changes to Chess Consumer Terms and Conditions

Chess has made updates to Consumer Terms and Conditions. Read the full notice HERE.

01 April 2021 - Changes to Chess Terms and Conditions 

Chess has updated its Line Assurance and Broadband Assurance service offering and as such we have made changes to the terms and conditions which apply to these services.   Line Assurance can be provided as an additional service to a Voice Service and Broadband Assurance can be provided as an additional service to a Broadband Service.   The updated terms and conditions can therefore be found in Schedule 3.1 (Voice Services) and Schedule 3.2 (Internet Services). 

01 March 2021 - Changes to Chess Terms and Conditions

01 July 2020 - Changes to Chess Terms and Conditions

04 June 2020 - Changes to Terms and Conditions - Fraud Monitor Service

30 April 2020 - Changes to Chess ICT Limited’s Terms and Conditions

01 April 2020 - Complaints Code

28 Feb 2020 - Price Change

31 July 2019 — Chess ICT Limited's Terms and Conditions have been updated and will be effective from 1 September 2019.

13 April 2018 — Chess ICT Limited has amended its General Terms and Conditions with effect of 12 April 2018.

8th December 2017 — We've Updated and Simplified Your Bill

1st May 2016 — BT Price Change

1st February 2016 — Price Changes

1st July 2015

1st July 2015 — Ofcom NGN Changes

1st January 2015 — Paper billing charge increased to £4.95

1st January 2015 — Fraud Monitor - increased to £3.99 per account

1st January 2015 — Price Change

1st of August 2014 — Price Change

1st April 2014 — BT Openreach increase engineer call our charges

1st January 2014 — Rate Change

Microsoft Cloud Agreement
Click Here to view our Microsoft Cloud Agreement
Online Service Terms and Conditions
Click Here to view our Online Services Terms and Conditions
Maintenance Terms and Conditions
Click Here to view our Maintenance Terms and Conditions
Chess Mobile Network Services Terms and Conditions
Click Here to view our Chess Mobile Network Services Terms and Conditions
Network Services Terms and Conditions 
Click Here to view our Network Services Terms and Conditions
PBX Maintenance Terms and Conditions
Click Here to view our PBX Maintenance Terms and Conditions
InterceptX and Anti-Virus Terms and Conditions
Click Here to view our InterceptX and Anti-Virus Terms and Conditions
General Conditions
Click Here to view our General Conditions
Schedule 3.1 Voice Services
Click Here to view our Schedule 3.1 Voice Services
Schedule 3.2 Internet Services
Click Here to view our Schedule 3.2 Internet Services
Schedule 3.4 Cloud Voice Services
Click Here to view our Schedule 3.4 Cloud Voice Services
Schedule 4.1 Fault Management Connectivity
Click Here to view our Schedule 4.1 Fault Management Connectivity
Schedule 4.2 Professional Services
Click Here to view our Schedule 4.2 Professional Services
Schedule 4.3 Maintenance Support Services
Click Here to view our Schedule 4.3 Maintenance Support Services
Chess Partner Limited Airtime Terms and Conditions
Click here to view our Limited Airtime Terms and Conditions
31 March 2020 - Diverts to mobile and higher rate numbers

When a long term divert is placed on a line diverting calls to a mobile or other higher rate number, the outbound calls to that number are not included in any existing call bundles. Diverts to local or national numbers will be included in call bundles. We will apply this to your bills from 1 April 2020

 

31 March 2020 - Calls to 101

To alleviate pressure on 999 services all calls to the non-emergency number 101 will be Free of Charge from 1 April 2020. This is a Home Office initiative to enable callers to contact the police for non-emergency calls.  For calls made on or after the 1st April 2020, 101 calls will show as £0.00 on your Chess bill.

14 December 2020 - Brexit Statement

While Chess have been planning for all eventualities, our focus has been on ensuring we are ready for a “No Deal” scenario. Our biggest priority continues to be ensuring our supply chain and infrastructure are robust, and we limit any impact on our customers. Chess are primarily a services business and trade exclusively in the UK and therefore, we believe any form of Brexit will have minimal or no effect on the services we deliver. Once the UK Government publishes the details of the final Brexit deal, we will update our statement and customers accordingly. Rest assured Chess will continue to serve both our partners and customers to the highest standards.

Click HERE to read the full statement

Cashback Incentive is available on new connections/ports to EE. Example Offer: £2k is available and based on the customer contracting to 10 new connections/ports on a Business Essential £35 p/m tariff (excluding VAT) on a new thirty-six-month Agreement for Network Mobile Services. Customer expressly agrees that in order to redeem the cash back the contract minimum term is thirty-six months rather than the regulated twenty-four-month term.  

Cashback can be claimed by customer by emailing a claim to Chessmobilesupport@chessict.co.uk within 30 days of the following claim dates and provided that all payments due from you under your Agreement for Network Mobile Services are up to date and that you are not in breach of any its Terms

 

Cashback Claim Process:

 

 

Redeemable date

Claim Amount

1st Bill Payment

25% (£500 example offer)

90 days post contract

25% (£500 example offer)

361 days post contract

25% (£500 example offer) 

481 days post contract

25% (£500 example offer)

 

Chess will pay the Cashback Incentive to the customer 30 days following the customers valid email claim, any amounts not claimed within 14 days of the applicable claim dates will become invalid claims and will not be payable. Claims will be invalid if a customer migrates to another a price plan other than the price plan applicable to the Cashback Incentive during the 36 months Minimum Term. Excludes all other promotions and offers, and all other relevant terms and conditions apply https://chessict.co.uk/legal/

Chess GDPR Data Protection Policy

Click here to view our Data Protection Policy


Chess Group Privacy Notice

Click here to view our Privacy Notice


Our Vendors Privacy Policy

Click here to view BT's Policy

Click here to view Vodafone's Policy

Click here to view EE's Policy

Click here to view O2's Policy

Subject Access Request Form

Click here to view our Subject Access Request Form

A SAR is a request for personal data only which is information that relates to the subject as an identified or identifiable individual. An individual can only make a request for their own information (with certain exceptions) Please refer to our Privacy Policy. We will require comprehensive information of the details, dates and search criteria to help us fulfil your request.

These Terms and Conditions apply to Consumer customers only.  A Consumer is natural person who contracts with Chess for services for their own personal use and not for use for their trade, business or profession.   Ofcom has changed the defined term it uses to describe these customers from “Domestic” to “Consumer” within its General Conditions of Entitlement.   These customers are also sometimes referred to in our industry as “Residential”.

Click HERE to view our Consumer Terms and Conditions 

 

Customer Charter

Our UK-based experts will answer your call within two minutes and will respond within 24 hours.

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Enterprise Charter

You will have access to a team of UK-based experts, a team of world-class engineers, our in-house enterprise knowledge team, and will be allocated a dedicated service account manager.

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