Support Terms

Last updated: 25 July 2026

 

These terms apply when you buy a block of Beacon Support Hours from Flow Strategies. By ticking the box at checkout, you confirm that you have read and agree to them on behalf of your organisation.

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Beacon Support Hours are provided by Flow Strategies Ltd, company number 15207098, registered address: Level One Basecamp Liverpool, 49 Jamaica Street, Liverpool, England, L1 0AH. Email: paula@flowstrategies.co.uk.

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"We", "us" and "our" means Flow Strategies. "You" and "your" means the organisation buying the support hours.

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2. What you're buying

 

2.1 A prepaid block of support hours (2, 5 or 10 hours) for help with your Beacon CRM.

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2.2 Hours are used in 15-minute increments, with a minimum of 30 minutes per request or session.

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2.3 Hours are valid for 12 months from the date of payment. Any hours not used by then will expire.

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2.4 You can top up at any time by buying another block.

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3. What support covers

 

3.1 Support can include:

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• help and advice on using Beacon

• setting up or adjusting reports, dashboards, forms, automations and fields

• small data imports, updates and clean-ups

• Gift Aid and payment set-up

• integrations such as Mailchimp

• training for staff and volunteers

 

3.2 Larger pieces of work, such as a full implementation, data migration or anything likely to need more than 10 hours, will be quoted separately.

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3.3 We are an independent Beacon implementation partner, not Beacon itself. Issues with the Beacon platform (for example outages, bugs or billing) should go to Beacon's own support team. We're happy to help you raise them.

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4. How it works

 

4.1 You can request support by email or book a session using our online booking link.

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4.2 We aim to reply to requests within two working days. Support is delivered remotely during normal UK working hours.

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4.3 We'll keep a record of the time used. You can ask for a summary of hours used and remaining at any time.

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4.4 If you need to cancel or move a booked session, please give at least 24 hours' notice. Late cancellations or missed sessions may be charged at up to 30 minutes.

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5. Your responsibilities

 

5.1 You agree to:

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• give us a Beacon user account with the permissions needed for the work, and remove it when the work is finished

• give clear instructions and accurate information

• review and approve any bulk changes to your data before they are made

• make sure you have the right to share the data we access for this work
   

5.2 We are not responsible for delays caused by missing access, information or approvals.

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6. Fees and payment

 

6.1 Prices are shown in pounds sterling and exclude VAT, which will be added where applicable.

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6.2 Payment is taken in full at the time of purchase through our payment provider, Stripe.

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6.3 Work starts once payment has been received.

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7. Refunds

 

7.1 If you change your mind, we'll give you a full refund as long as you ask within 14 days of purchase and no hours have been used.

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7.2 After that, payments are non-refundable and unused hours expire as set out in clause 2.3.

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7.3 If we are unable to provide the support for any reason, we will refund any unused hours.

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8. Our responsibility to you

 

8.1 We will carry out the work with reasonable skill and care.

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8.2 Our total liability to you under these terms is limited to the amount you paid for the block of hours in question.

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8.3 We are not liable for any indirect or consequential loss, or for loss of data, income or opportunity, except where caused by our negligence.

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8.4 Nothing in these terms limits liability that cannot be limited by law, such as liability for death or personal injury caused by negligence, or for fraud.

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9. Confidentiality

 

Each of us will keep the other's confidential information private and use it only to deliver or receive the support. This continues after the support ends.

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10. Data protection

 

10.1 Roles. When we access personal data in your Beacon account or files you share, you are the data controller and we are the data processor, as defined in the UK GDPR and the Data Protection Act 2018.

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10.2 Details of processing.

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• Subject matter and purpose: providing Beacon support as requested by you

• Duration: while the support hours are valid and any work is ongoing

• Types of personal data: contact details, donation and payment history, communication preferences, relationships, notes and any other data held in your Beacon account

• Data subjects: your supporters, donors, members, volunteers, beneficiaries, staff and other contacts held in Beacon

 

10.3 Our commitments. We will:

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• process personal data only on your documented instructions (your support requests count as instructions), unless required by law

• make sure anyone processing the data is bound by confidentiality

• take appropriate technical and organisational security measures, including secure devices, multi-factor authentication and encrypted storage

• work within your Beacon account wherever possible, and only export data when needed for the task. Any exported files will be stored securely and deleted within 30 days of the task being completed

• not transfer personal data outside the UK or EEA without appropriate safeguards

• help you respond to requests from individuals exercising their data rights, and with your own data protection obligations such as security and impact assessments

• tell you without undue delay, and within 48 hours, if we become aware of a personal data breach affecting your data

• delete or return all personal data at the end of the support, unless the law requires us to keep it

• give you the information you reasonably need to show compliance with this clause, and allow for reasonable audits with advance notice

 

10.4 Sub-processors. You give general authorisation for us to use the following sub-processors where needed to deliver support: Google Workspace (email and secure file storage) and Zoho (client records and invoicing). We'll give you notice of any changes, and you may object on reasonable grounds.

 

10.5 Your contact details. We use the contact details you give us at checkout to manage your support and invoicing, as the data controller. See our privacy notice.

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11. Intellectual property

 

You own your data and anything we create specifically for you, such as reports, dashboards and forms. We keep ownership of our own templates, methods and know-how, and may reuse general learning (but never your data or confidential information).

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12. General

 

12.1 We may update these terms from time to time. The version in place when you buy a block of hours applies to that block.

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12.2 If any part of these terms is found to be unenforceable, the rest will still apply.

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12.3 These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.​​