Last updated: 23 July 2026. View change log.

This Schedule forms part of the Partner Agreement and applies where Services are delivered on a white label basis. Unless we define them in this Schedule, capitalised terms have the meaning given in the Partner Agreement.

It sets out the arrangements that are specific to white label working. It does not repeat the commercial, payment, liability, governing law or general terms already set out in the Partner Agreement and its other Schedules. In particular, branding, representation and customer communications are covered in more detail in Schedule 8 (Branding and White-Labelling Rules), data protection in Schedule 4 (Data Protection and Sub-Processing), and security in Schedule 5 (Security and Technical Standards).

1. Customer Relationships

  1. End Customers you introduce remain your customers.
  2. We will not knowingly market or sell our services directly to an End Customer you have introduced, except where:
    • you have ceased trading;
    • you cannot reasonably be contacted;
    • you materially breach the Partner Agreement;
    • there is persistent non-payment by you;
    • you authorise it;
    • the End Customer independently approaches us because you are unavailable; or
    • we reasonably believe that direct engagement is necessary to protect security, safety or business continuity.
  3. Where reasonably practicable, we will notify you before entering into a direct commercial relationship with an End Customer you have introduced.
  4. We will not use our position as a white label supplier to solicit or entice away an End Customer you have introduced.

2. Emergency Assistance

  1. If an End Customer needs urgent assistance and you cannot reasonably be contacted, we may provide temporary assistance directly to the End Customer in order to:
    • protect systems;
    • protect data; or
    • restore business continuity.
  2. Providing emergency assistance under this clause does not, by itself, create a commercial relationship between us and the End Customer, and does not change the ownership of the customer relationship set out in clause 1.
  3. Where practicable, we will let you know that emergency assistance has been provided, and will hand the relationship back to you as soon as you are available again.

3. White Label Representation

  1. Where you are a White-Label Partner, we will represent you when delivering Services. Depending on the Services included in the applicable Partner Order, this may include:
    • answering telephone calls in your name;
    • sending email using your branding and email domain;
    • preparing documentation, reports and communications in your name; and
    • presenting the service desk as your own.
  2. The level of branding applied depends on the Services included in the applicable Partner Order. The detailed rules on branding, representation of Services and service desk presentation are set out in Schedule 8 (Branding and White-Labelling Rules).
  3. We will not represent you in a way that is unlawful, or make claims or commitments to End Customers beyond the scope of the Services agreed with you.

4. Communication

  1. We will communicate with End Customers in accordance with the agreed white label arrangement, as described in Schedule 8 (Branding and White-Labelling Rules).
  2. Any technical recommendation we make will always be given in what we reasonably consider to be the best interests of the End Customer, regardless of the branding under which it is delivered.

5. Credentials

  1. Where you or an End Customer supply credentials to enable us to deliver Services, those credentials will be:
    • used only for the purpose of delivering the Services;
    • accessible only by personnel who need them to deliver the Services;
    • stored securely; and
    • removed when they are no longer required.
  2. This clause is in addition to the data protection and security obligations set out in Schedule 4 (Data Protection and Sub-Processing) and Schedule 5 (Security and Technical Standards).

6. Good Faith and Business Continuity

  1. We and you agree to work together in good faith and in the best interests of the End Customer.
  2. We both acknowledge that successful white label partnerships depend on trust, transparency and timely communication.

7. Order of Priority

  1. If there is a conflict between this Schedule and the Partner Agreement, this Schedule prevails for white label working arrangements.
  2. If there is a conflict between this Schedule and Schedule 8 (Branding and White-Labelling Rules) on a branding matter, Schedule 8 prevails.
  3. If there is a conflict between this Schedule and a Partner Order, the Partner Order prevails.