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 Our Terms & Conditions 

Welcome to F-Grade Global Services Private Limited ("F-Grade", "we", "our" or "us"). These Terms & Conditions apply when you access fgrade.com, request a quotation, purchase or renew a product, make a payment, subscribe to a service, or engage F-Grade for professional or managed services. By doing so, you agree to these Terms, the applicable quotation or statement of work, and any relevant original equipment manufacturer or service-provider terms. 

About F-Grade

F-Grade is an information technology consulting, cloud solutions, cybersecurity, software licensing, migration, managed services, digital transformation, technical support and systems integration company based in Hyderabad, India. 

Services We Provide

Our services may include software subscriptions and renewals; Microsoft 365, Zoho and Google Workspace solutions; cloud and email migrations; Active Directory, identity, SSO and MFA implementations; endpoint, network, firewall, DMARC and email-security services; backup and disaster recovery; managed IT services and annual maintenance contracts; AI and Copilot integrations; automation, consulting, training and technical support. The exact scope, fees, assumptions, exclusions and timelines are those stated in the relevant quotation, proposal, order form, statement of work or service agreement.

Our Role as a Reseller and Technology Partner

F-Grade primarily acts as an independent reseller, licensing partner, implementation partner, managed services provider, systems integrator, consultant or facilitator for third-party products and services. Except for materials expressly identified as owned by F-Grade, we do not own, manufacture, develop, publish, host, operate or control the underlying third-party software, SaaS platform, cloud infrastructure, hardware, cybersecurity product, backup platform, AI service, domain service, internet service or telecommunications service. Ownership and intellectual-property rights in third-party products remain with the respective OEM, publisher, manufacturer, distributor or service provider.

Third-Party and OEM Terms

Your use of a third-party product is also governed by that provider’s current licence agreement, acceptable-use policy, privacy notice, support policy, data-processing terms, renewal rules and product restrictions. Product functionality, availability, roadmap, pricing, licensing rules, service levels, warranties, credits, feature changes and discontinuation decisions are controlled by the relevant provider. F-Grade cannot modify those terms, bind an OEM, guarantee an OEM response or fix, or provide rights beyond those granted by the provider.

Orders, Licences and Renewals

Orders are subject to availability, eligibility, territory rules, credit approval, compliance checks, OEM or distributor acceptance and the provider’s then-current policies. Once a licence, subscription, hardware item or third-party service is ordered, committed, provisioned or activated, it may be non-cancellable and non-refundable unless the provider approves cancellation or credit. The customer is responsible for user counts, licence assignment, usage, consumption, storage, overages, minimum commitments and timely renewal or cancellation instructions.

Customer Responsibilities

You must provide accurate information, lawful instructions, timely approvals, suitable infrastructure, required licences, authorised contacts and necessary system access. You are responsible for user administration, credentials, permissions, internal approvals, employee actions, data classification, lawful use, regulatory requirements and confirming that requested configurations are appropriate for your organisation. You must promptly notify F-Grade of material errors, suspected compromise or unauthorised use.

Pricing, Taxes and Payments

Prices exclude GST and other applicable taxes unless expressly stated. Payment is due as specified in the quotation or invoice. Overdue amounts may result in suspension of ordering, support or services and may attract interest up to 18% per annum or the maximum rate permitted by law, whichever is lower. Undisputed amounts must be paid without set-off except where withholding is mandatory by law and supported by valid documentation.

Refunds, Cancellations and Chargebacks

Refund eligibility is subject to the relevant quotation, completed work, committed resources and applicable OEM or distributor rules. F-Grade is not required to issue a third-party product refund before receiving the corresponding credit from the provider. Before raising a chargeback or payment reversal, the customer should provide written details and a reasonable opportunity for investigation. F-Grade may share order, activation, delivery and usage records with payment providers, banks and lawful authorities for dispute review.

Delivery, Timelines and Acceptance

F-Grade will use commercially reasonable efforts to perform its own services professionally. Delivery and completion dates are estimates unless expressly guaranteed in a signed service-level agreement. Timelines may change because of customer delays, access issues, data quality, vendor processing, network conditions, product limitations, regulatory requirements or other dependencies. Deliverables should be reviewed promptly, and specific issues should be reported in writing with supporting information.

Support and Managed Services

Support and managed services are limited to the plan, business hours, systems, locations and activities stated in the applicable scope. A response target is not a guaranteed resolution time. Resolution may depend on customer cooperation, system access, reproducibility, OEM support, vendor engineering, platform availability and third-party dependencies. F-Grade may assist with OEM escalation but does not control the OEM’s response, priority, service credit or final resolution.

Migrations and Integrations

Migration and integration outcomes depend on the condition of source systems, credentials, permissions, network capacity, data integrity, APIs, throttling, supported formats, retention settings and vendor limitations. F-Grade does not guarantee migration of data that is corrupt, deleted, encrypted, inaccessible, unsupported or outside the agreed scope. Customers must maintain independent backups, test critical systems, validate migrated data and integrations, and approve cutover and production use.

Cybersecurity and Shared Responsibility

Cybersecurity products and services reduce risk but cannot eliminate every threat or guarantee that an incident will never occur. F-Grade does not warrant complete protection from phishing, business email compromise, credential theft, malware, ransomware, zero-day vulnerabilities, insider threats, social engineering, supply-chain compromise or sophisticated attacks. Customers remain responsible for governance, user awareness, password and credential hygiene, privileged access, device management, patching, physical security, approved exceptions and timely incident reporting, except for responsibilities expressly assigned to F-Grade in writing.

Backup and Business Continuity

Unless F-Grade is expressly engaged to operate a defined backup service, the customer is responsible for backup coverage, retention, immutability, restore testing, recovery objectives, disaster recovery and business continuity. Even where a backup service is supplied, successful restoration depends on the agreed coverage, source integrity, credentials, retention settings and underlying platform availability.

AI, Copilot and Automation Services

AI, Copilot, chatbot, machine-learning and automated outputs may be incomplete, inaccurate or unsuitable for a particular purpose. Customers must review, test and approve outputs before using them for legal, financial, regulatory, security, HR, operational or other material decisions. Customers remain responsible for prompts, permissions, source data, decisions, end-user communication and appropriate human oversight.

Data, Privacy and Confidentiality

Customers retain their rights in their data and content. F-Grade may access and process customer information only as reasonably required to provide, secure, support and administer the services; coordinate with relevant providers; prevent fraud; comply with law; and maintain required business records. Customers are responsible for having the authority, notices and consents needed to provide personal data, credentials, content and systems to F-Grade and relevant service providers. Each party should protect the other party’s non-public confidential information using reasonable care.

Intellectual Property

F-Grade retains ownership of its pre-existing know-how, methods, templates, scripts, tools, reusable components, checklists, documentation formats, configurations and improvements. Upon full payment, customers receive only the rights expressly stated for any custom deliverable. No ownership, source code or exclusive right is transferred unless agreed in a signed document. Third-party trademarks, software and content remain the property of their respective owners.

Warranties and Disclaimers

F-Grade will perform its own professional services with reasonable skill and care within the agreed scope. Third- party products are supplied with only the warranties, if any, provided by the relevant OEM, manufacturer, publisher or distributor. To the maximum extent permitted by law, F-Grade does not provide an independent warranty that third-party products will be uninterrupted, error-free, suitable for every purpose, compatible beyond the agreed scope, or immune from data loss or security incidents.

Limitation of Liability

To the maximum extent permitted by applicable law, F-Grade and its personnel will not be liable for indirect, incidental, special, exemplary, punitive or consequential loss; loss of profit, revenue, opportunity, contracts, anticipated savings, goodwill or reputation; business interruption; or loss, corruption or restoration of data. F- Grade’s aggregate liability for a specific claim or connected claims will not exceed the fees actually paid to F-Grade for the specific affected service during the twelve months preceding the event giving rise to the claim. Pass-through OEM licence fees, taxes and third-party charges are excluded when calculating this cap. Nothing in these Terms excludes liability or rights that cannot legally be excluded or limited.

Customer Indemnity

To the extent permitted by law, the customer will indemnify F-Grade and its personnel against third-party claims, regulatory demands, losses and reasonable legal costs arising from unlawful or unauthorised use, customer content, infringement caused by customer materials or instructions, violation of OEM terms, inaccurate licensing or end-user information, customer-controlled security failures, or breach of the customer’s obligations.

Suspension and Termination

F-Grade may suspend or terminate an affected service for overdue payment, suspected fraud, unlawful use, abusive behaviour, material security risk, licence expiry, breach of these Terms, or an OEM, bank, payment provider, regulator or government direction. Where practical and lawful, F-Grade will provide notice. Termination does not cancel accrued payment obligations, non-cancellable provider commitments or charges for completed and committed work.

Acceptable Use

You must not use our website, products or services for fraud, spam, phishing, malware, infringement, unlawful surveillance, unauthorised access, sanctions evasion, export-control violations, deceptive activity, harassment or any activity prohibited by law or provider policy. We may conduct or support reasonable identity, fraud, credit, sanctions and compliance checks and may provide required information to OEMs, distributors, banks, payment providers, insurers or authorities as permitted by law.

Force Majeure

Neither party will be liable for delay or failure caused by events beyond reasonable control, including natural disasters, epidemics, war, civil unrest, government action, sanctions, labour disruption, power or internet failure, cyberattack, cloud or telecom outage, OEM failure, supply shortage or transport disruption. Payment obligations for products already delivered, provisioned, consumed or committed remain payable.

Complaints and Dispute Resolution

Complaints should be submitted in writing with the relevant order details, affected service, dates, screenshots, logs and requested resolution. The customer should preserve evidence, mitigate loss and cooperate with investigation. The parties will first attempt to resolve disputes through good-faith discussion. Subject to mandatory statutory rights and forums, unresolved commercial disputes may be referred to a sole arbitrator under the Arbitration and Conciliation Act, 1996, as amended. The seat and venue of arbitration will be Hyderabad, Telangana, India, and proceedings will be conducted in English.

Governing Law and Jurisdiction

These Terms are governed by the laws of India. Subject to mandatory law and any valid arbitration agreement, courts of competent jurisdiction at Hyderabad, Telangana will have exclusive jurisdiction where those courts otherwise have lawful jurisdiction. Nothing in these Terms restricts a non-waivable right to approach a consumer commission, regulator, statutory authority or other forum having mandatory jurisdiction.

Changes to These Terms

We may update these Terms to reflect changes in our services, provider requirements, business practices or applicable law. The revised version will be posted on this page with an updated date. Changes will apply prospectively unless a different treatment is required by law or agreed in writing

Contact Us

For questions, complaints or legal notices relating to these Terms, please contact F-Grade Global Services Private Limited through the contact details published on fgrade.com. Website: www.fgrade.com. Location: Hyderabad, Telangana, India.

www.fgrade.com
Hyderabad, Telangana, India

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AWFIS, Ground Floor, DSL abacus it park, Survey Colony, Industrial Development Area, Uppal, Hyderabad, Telangana 500039

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