Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern UBN’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website. The term ‘UBN’ or ‘urbannetworks’ or ‘us’ or ‘we’ refers to the owner of the website.
Effective Date: 20/01/2023
Last Reviewed: 16/02/2026
• The content of the pages of this website is for your general information and use only. It is subject to change without notice.
• Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
• Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
• This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
• All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
• Unauthorized use of this website may give rise to a claim for damages and/or be a criminal offence.
• From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
• Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.
• When using any of UBN files or folders download from ubnet.co.uk or urbannetworks.co.uk or the help desk website I agree that I will not change any of the file's or folders.
1.1 UBN collects and stores data relating to detected threats on protected devices, including but not limited to viruses, worms, trojans, ransomware, spyware, tracking cookies, potentially unwanted programs (PUPs), and any emerging or previously known malware threats.
1.2 Threat-related data may be retained for up to twenty-eight (28) days for the purposes of:
Threat analysis
Removal and remediation
Monitoring recurring or persistent infections
Improving detection capabilities
1.3 UBN may collect and store the following device-related information:
Device/computer name
MAC address
IP address
Operating system version
Antivirus agent version and status
Security event logs
1.4 All collected information is stored on secure servers using industry-standard security measures to protect against unauthorized access, disclosure, alteration, or destruction.
1.5 When a threat is detected, a support ticket may be automatically generated and notification will be sent to the email address provided by the customer.
2.1 If Web Filtering is included in your subscription, UBN will log and analyse web browsing activity on the protected device.
2.2 Logged data may include:
URLs visited
Domain names accessed
Date and time of access
Blocked or allowed website actions
2.3 Web filtering logs will be retained for up to one hundred and eighty (180) days unless otherwise required by law.
2.4 The license holder may request deletion of stored web logs, subject to any legal or regulatory retention obligations.
2.5 The customer is responsible for informing end users of any monitoring that may occur on devices under their control.
3.1 UBN provides antivirus and security services on a best-efforts basis.
3.2 While UBN uses industry-standard tools and practices to prevent, detect, and remove threats, UBN does not guarantee:
That all threats will be detected or removed
That devices will be completely free from infection
Protection against all future threats
Prevention of data loss (it is the customers reasonability to ensure all there data is backup and secure or to seek advice from UBN)
3.3 UBN shall not be held responsible or liable for:
Existing infections prior to installation
Future infections
Data loss (it is the customers reasonability to ensure all there data is backup and secure or to seek advice from UBN)
Business interruption
Indirect or consequential damages
3.4 Customers are strongly advised to maintain independent and regular data backups.
4.1 Certain antivirus client settings may be restricted to maintain optimal security configuration.
4.2 Customers may request temporary or permanent access to restricted components by contacting the UBN help desk.
4.3 UBN reserves the right to refuse configuration changes that may significantly reduce device security or performance.
5.1 Services are provided on a subscription basis as outlined in your invoice or quotation.
5.2 Failure to make payment, withdrawal of payment authorization, or chargeback disputes may result in:
Immediate suspension of services
Limited functionality of installed software
Remote disabling of protection features
5.3 UBN is not liable for any loss, damage, or infection occurring during a period of service suspension.
6.1 Upon termination or expiration of subscription:
The customer must uninstall all UBN software.
The customer must uninstall any third-party software provided as part of the service.
6.2 UBN will provide reasonable instructions to assist with the uninstallation process.
6.3 Continued use of UBN software after termination is strictly prohibited.
7.1 UBN may provide or resell third-party software as part of its services.
7.2 Use of third-party software is subject to the respective third-party’s terms and conditions.
7.3 Copies or links to applicable third-party terms will be provided with invoices, quotations, or installation documentation.
8.1 The customer agrees to:
Keep operating systems and applications updated
Not intentionally disable security components
Notify UBN of suspected security incidents promptly
Maintain valid contact information
8.2 The customer is responsible for ensuring they have proper authorization to install monitoring software on any device.
9.1 UBN processes personal data in accordance with applicable data protection laws.
9.2 Data collected is used solely for:
Security monitoring
Threat detection and remediation
Service improvement
Customer support
Access to authorised employees or contractors of UBN
9.3 UBN does not sell customer data to third parties.
9.4 Customers may request access to or deletion of personal data in accordance with applicable law.
10.1 UBN aims to provide continuous service but does not guarantee uninterrupted or error-free operation.
10.2 Maintenance, updates, force majeure events, or third-party outages may temporarily affect service availability.
11.1 UBN reserves the right to update these Terms and Conditions at any time.
11.2 Customers will be notified of significant changes via email or website notice.
11.3 Continued use of the service constitutes acceptance of updated terms.
11.4 It is the users responsibility to regulate check this page for updates.
1.1 In order to provide technical support and related services, UBN collects and processes the following personal information:
First name and last name
Full postal address
Contact telephone number
Email address
Device information (where applicable)
Support history and communication records
1.2 This information is collected for the purpose of:
Providing technical assistance
Managing and responding to support tickets
Verifying customer identity
Maintaining service records
Improving the quality of support services
2.1 All support requests are logged within the UBN ticketing system.
2.2 Support tickets may include:
Details of reported issues
Troubleshooting steps taken
Device and system information
Internal support notes
Email correspondence
2.3 Tickets are retained indefinitely for:
Historical reference
Tracking recurring issues
Monitoring system changes
Service quality improvement
2.4 Customers may request deletion of specific tickets or personal data, subject to any legal, regulatory, or contractual retention requirements.
3.1 All personal data and support records are stored in secure systems with appropriate technical and organisational safeguards in place.
3.2 UBN takes reasonable steps to protect data from unauthorised access, disclosure, alteration, or destruction.
3.3 While UBN implements industry-standard security measures, no electronic storage or transmission system can be guaranteed to be completely secure. Therefore, UBN cannot guarantee absolute security of stored data.
4.1 Personal data is processed for the purpose of fulfilling contractual obligations between UBN and the customer.
4.2 Where applicable, data may also be processed based on legitimate business interests, including service improvement and fraud prevention.
5.1 UBN does not sell personal data to third parties.
5.2 Personal data may be shared with:
Authorised employees or contractors of UBN
Third-party service providers required to deliver support services
Law enforcement or regulatory bodies where legally required
5.3 Any third-party service providers engaged by UBN are required to maintain appropriate data protection standards.
6.1 Customers have the right to:
Request access to their personal data
Request correction of inaccurate data
Request deletion of personal data (where legally permitted)
Restrict or object to certain processing activities
6.2 Requests relating to personal data can be made by contacting UBN using the contact details provided on the website.
6.3 UBN may require identity verification before processing any data access or deletion request.
7.1 Where remote access support is provided, customers consent to UBN technicians accessing their device for the purpose of diagnosing and resolving issues.
7.2 Remote sessions may involve viewing files, system settings, installed applications, and error messages.
7.3 Customers are responsible for closing or safeguarding any sensitive information prior to a remote session.
7.4 UBN is not responsible for pre-existing device issues or data loss that may occur during troubleshooting unless caused by proven negligence.
8.1 UBN reserves the right to update these Help Desk Terms and Conditions at any time.
8.2 Continued use of UBN support services constitutes acceptance of the most recent version of these terms.
8.3 It is the users responsibility to regulate check this page for updates.
This page was last updated on the 16/02/2026.