Terms & Conditions

1. About us

Firewall Buddy is a trading brand of iTVerse Technology Services Ltd, a company registered in England and Wales (company number 14848571). Registered office: 162 Warren Lane, Bingley, West Yorkshire, BD16 3BU. VAT registration number: GB 445392481. We are an authorised reseller of Netgate products. By placing an order with us, you agree to these terms.

Managed services: monthly managed firewall subscriptions are additionally governed by our Managed Firewall Service Terms, which define the scope, response times, fair use and cancellation arrangements for those plans.

Contact: hello@firewall-buddy.co.uk

2. Ordering

2.1 How a contract is formed

Your order is an offer to purchase. A contract between you and us is formed when we send you an order confirmation email. We reserve the right to decline any order, for example if a product is out of stock or if there has been a pricing error.

2.2 Pricing

All prices on our website are shown in Pounds Sterling (GBP) and include UK VAT at the current rate (20%). Prices are converted from USD partner pricing using a live exchange rate and are subject to change. The price you pay is confirmed at the time you place your order.

2.3 VAT

Firewall Buddy (a trading brand of iTVerse Technology Services Ltd) is VAT registered in the United Kingdom. A valid VAT invoice will be emailed to you with every order. If you are VAT registered, please provide your VAT number at checkout so it can appear on your invoice.

2.4 Business customers

Many of our products are sold to businesses. If you are purchasing on behalf of a business, you confirm that you have authority to bind that business to these terms.

3. Payment

Orders are placed as enquiries through our site or by email; we then confirm stock, delivery date and final pricing and issue a VAT invoice. Payment is by BACS bank transfer (SEPA/SWIFT for EU customers); card payment via a secure Stripe payment link is available on request. Payment is due in full before dispatch unless you are on an approved credit account. We never see or store your payment card details.

4. Delivery

4.1 UK delivery

We deliver to addresses within the United Kingdom. Standard tracked delivery is free on orders over £200 ex. VAT (£9.99 below that). Appliances are supplied to order through Netgate's distribution channel and typically arrive within 7–10 working days of order confirmation; we will confirm an estimated delivery date after your order is placed. Delivery timescales are estimates, not guarantees. If you need equipment by a specific date, please contact us before ordering. Delivery charges are shown at checkout.

We also supply business customers in the EU. EU orders are handled as quoted orders rather than online card payments: we confirm delivery to your country, plug type (EU Type E/F available as standard), currency (EUR or GBP) and the correct VAT treatment — typically zero-rated for UK VAT where you hold a valid EU VAT registration, with VAT then accounted for in your own country under the reverse-charge mechanism. Any import formalities are confirmed as part of your quote.

4.2 International delivery

We do not currently ship outside the United Kingdom. Please contact us at hello@firewall-buddy.co.uk if you need a delivery outside the UK and we will advise.

4.3 Risk and title

Risk in the goods passes to you on delivery. Title (ownership) passes when we receive payment in full.

4.4 Delivery estimates

Delivery timeframes are estimates only. We are not liable for delays caused by the carrier or circumstances outside our control (including shipping delays, customs, or force majeure events).

5. Consumer rights — returns and cancellation

5.1 Consumers only

If you are a consumer (purchasing for personal, non-business use), you have a statutory right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. See our Returns Policy for full details.

5.2 Business customers

If you are purchasing as a business, the Consumer Contracts Regulations do not apply. Returns are at our discretion and subject to the terms in our Returns Policy.

5.3 Defective goods

All goods are covered by the Netgate manufacturer warranty. If goods arrive damaged or defective, please notify us within 48 hours of delivery. See our Returns Policy for how to proceed.

6. Software licences

Software products (pfSense Plus, TNSR, Netgate Nexus) are sold subject to Netgate's own end-user licence agreement (EULA), which you accept when activating the software. Software licences are generally non-refundable once activated. Annual subscription licences auto-renew unless cancelled before the renewal date.

7. Limitation of liability

To the fullest extent permitted by law, our total liability to you in connection with any order shall not exceed the amount you paid for the relevant goods or services. We are not liable for:

• Loss of profits, revenue, data, or goodwill
• Indirect or consequential losses
• Network downtime or security incidents caused by misconfiguration of products you purchase
• Any loss arising from a third party (including Netgate software issues) except to the extent required by law

Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be limited by law.

8. Intellectual property

All content on this website (except Netgate product images, which remain the property of Netgate Inc.) is owned by Firewall Buddy (a trading brand of iTVerse Technology Services Ltd). You may not reproduce, distribute, or use our content without our written permission.

9. Governing law

These terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

10. Changes to these terms

We may update these terms from time to time. The terms in force at the time you place your order are those that apply to your contract with us.

11. Contact

Questions about these terms? Email hello@firewall-buddy.co.uk