Privacy Notice
Introduction
Welcome to the Westpoint Farmvets privacy notice.
Westpoint Farmvets respects your privacy and is committed to protecting your personal data. This privacy notice will inform you as to how we look after your personal data and tell you about your privacy rights and how the laws protects you. Please use the Glossary to understand the meaning of some of the terms used in this privacy notice.
This privacy notice covers the following content:
1. IMPORTANT INFORMATION AND WHO WE ARE
2. THE DATA WE COLLECT ABOUT YOU
3. HOW IS YOUR PERSONAL DATA COLLECTED
4. HOW WE USE YOUR PERSONAL DATA
5. DISCLOSURES OF YOUR PERSONAL DATA
6. INTERNATIONAL TRANSFERS
7. DATA SECURITY
8. DATA RETENTION
9. YOUR LEGAL RIGHTS
10. GLOSSARY
Purpose of this privacy notice
This privacy notice aims to give you information on how we collect and process your personal data through your registration with any of our practices and use of our website, including any data you may provide through our website when you sign up to our newsletter, or purchase a product or service.
Our website is not intended for children and we do not knowingly collect data relating to children.
It is important that you read this privacy notice together with any other privacy notice or fair processing notice we may provide on specific occasions when we are collecting or processing personal data about you so that you are fully aware of how and why we are using your data. This privacy notice supplements any other notices and is not intended to override them.
Controller
Westpoint Group Trading Limited t/a Westpoint Farmvets is the data controller and responsible for your personal data (collectively referred to as “Westpoint Farmvets”, "we", "us" or "our" in this privacy notice).
Contact details
Our full details are: Westpoint Group Trading Limited t/a Westpoint Farmvets, registered in England and Wales, under company number 08833557; Registered Office: Spitfire House, Aviator Court, York YO30 4UZ ICO Registration No: ZA219586
Data Compliance Officer
Email address: dataprotection@vetpartners.co.uk
Postal address: c/o Spitfire House, Aviator Court, York YO30 4UZ
You have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO, so please contact us in the first instance.
Changes to the privacy notice and your duty to inform us of changes
This version was last updated on 01/08/2023 and historic versions can be obtained by contacting us.
It is important that the personal data we hold about you is accurate and up-to-date. Please keep us informed if your personal data changes during your relationship with us.
Links to third-party websites
Our website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.
Personal data, or personal information, means any information about an individual (the ‘Data Subject’) from which that person can be identified. It does not include data where the identity has been removed (anonymous data).
We may collect, use, store and transfer different kinds of personal data about you which we have grouped together follows (the data below represents personal data to the extent that you can be directly or indirectly identified from it):
We also collect, use, and share Aggregated Data such as statistical or demographic data for certain purposes. Aggregated Data may be derived from your personal data but is not considered personal data in law, as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.
We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health, and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.
If you fail to provide personal data
Where we need to collect personal data by law, or under the terms of a contract we have with you, and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with products or veterinary services). In this case, we may have to cancel a product or service you have with us. We will notify you if this is the case at the time.
We use different methods to collect data from and about you, including:
c) Identity and Contact Data from publicly availably sources such as Companies House and the Electoral Register based inside the UK .
We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:
Please refer to the Glossary to find out more about the types of lawful basis that we will rely on to process your personal data.
Generally, we do not rely on consent as a legal basis for processing your personal data other than in relation to sending direct marketing communications to you via email or text message. You have the right to withdraw consent to marketing at any time by contacting us.
Purposes for which we will use your personal data
We have set out below, in a table format, a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are (where appropriate).
Note that we may process your personal data on more than one lawful ground depending on the specific purpose for which we are using your data. If you would like to know more about the specific legal ground we are relying on to process your personal data (where more than one ground has been set out), please contact us.
Purpose/Activity
Type of data
Lawful basis for processing including basis of legitimate interest
To make suggestions and recommendations to you about products or services that may be of interest to you
(a) Identity, (b) Contact, (c) Animal, (d) Technical, (e) Usage, (f) Profile
Consent
To use data analytics to improve our website, products/services, marketing, customer relationships and experiences
(a) Technical, (b) Usage
Necessary for our legitimate interests (to define types of customers for our products and services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy)
To administer and protect our business and our website (including troubleshooting, data analysis, testing, system maintenance, security support, reporting and hosting of data)
(a) Identity, (b) Contact, (c) Animal, (d) Technical
(a) Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise). (b) Necessary to comply with a legal obligation
To enable you to partake in a prize draw, competition or complete a survey
(a) Identity, (b) Contact, (c) Animal, (d) Profile, (e) Usage, (f) Marketing and Communications
(a) Performance of a contract with you. (b) Necessary for our legitimate interests (to study how customers use our products/services, to develop them and grow our business)
To manage our relationship with you: (a) Notifying you of treatments that your Animal is due, or which may be beneficial (b) Notifying you about changes to our terms or privacy policy. (c) Asking you to leave a review
(a) Identity, (b) Contact, (c) Animal, (d) Profile, (e) Marketing and Communications
(a) Performance of a contract with you. (b) Necessary to comply with a legal obligation. (c) Necessary for our legitimate interests (to keep our records updated and to study how customers use our products/services)
To deliver our services and products, and process payments for products and services we provide to you, including: (a) Managing payments, fees and charges. (b) Collecting and recovering money owed to us
(a) Identity, (b) Contact, (c) Animal, (d) Financial, (e) Transaction
(a) Performance of a contract with you. (b) Necessary for our legitimate interests (to recover debts due to us)
To register you as a new customer and conduct KYC, financial crime and sanctions and credit checks (as required)
(a) Identity, (b) Contact, (c) Animal,
(a) Performance of a contract with you (b) Necessary for our legitimate interests (to comply with financial crime and regulatory policies, and protect our financial interests) and (c) Necessary to comply with a legal obligation
Marketing
We may process your personal data in order to make suggestions and recommendations to you about products or services that may be of interest to you (‘direct marketing’). In these cases, the lawful basis we rely on is ‘consent’. Before we process your data for direct marketing purposes, we will require your consent to do so. Consent means any freely given, specific, informed and unambiguous indication of your wishes by which you, by a statement or by a clear affirmative action, signify agreement to the processing of personal data relating to yourself.
Promotional offers from us
We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need for your Animal(s), or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you (we call this marketing).
You will only receive marketing communications from us if you have purchased products or services from us and specifically ‘opted in’ to receive such communications.
Third-party marketing
We will get your express opt-in consent before we share your personal data with any other company for marketing purposes.
Opting out
You can ask us or third parties to stop sending you marketing messages at any time or adjust your marketing preferences or by following the opt-out or ‘unsubscribe’ links on any marketing message sent to you or by contacting us at any time.
Cookies
Our website uses essential cookies to enable core functionalities such as security, network management, and accessibility. Our website may also use non-essential cookies, such as Google Analytics, to help us to improve our website by collecting and reporting information on how you use it. Finally, our website may use marketing cookies in order to promote products which you may find interesting. For more information about the cookies we use, and how to disable them, please see our cookie policy.
Change of purpose
We will only use your personal data for the purposes for which we collected it. However, we may sometimes find that our purposes for collecting and using data changes over time. If we originally collected and used your personal data on the lawful basis of consent, we will always ask you for ‘fresh’ consent for the processing of your personal data for any new purpose. If we did not originally collect your personal data on the basis of consent, we may only use your personal data for a new purpose if this new purpose is compatible with the original purpose. When assessing whether the original and new purpose are compatible, we will consider the differences between the original and the new purpose; the reasonable expectations that you would have with regards to our handling of your data; and the impact on the individuals whose data we are processing. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.
If we need to use your personal data for an unrelated, ‘incompatible’ purpose, we will notify you and we will explain the legal basis which allows us to do so.
We may have to share your personal data with the parties set out below for the purposes set out in the table in paragraph 4 above.
We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions, set out in a Data Sharing Agreement.
We do not transfer your personal data outside the United Kingdom without having appropriate safeguards in place to allow for restricted transfers of personal data.
We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.
We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
How long will you retain my personal data?
We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.
To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.
We keep basic information about our customers (including Contact, Identity, Animal, Financial and Transaction Data) for six years after they cease being customers for legal and tax purposes.
In some circumstances you can ask us to delete your data: see Request erasure below for further information.
In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes, in which case we may use this information indefinitely without further notice to you.
Under certain circumstances, you have rights under data protection laws in relation to your personal data.
If you wish to exercise any of the rights set out above, please contact us.
No fee usually required
You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.
What we may need from you
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.
Time limit to respond
We are usually able to respond to all requests within one calendar month from confirming the validity of the request. In the rare occasions where a request is particularly complex or voluminous, we may need to extend this deadline by an additional two calendar months. If this is the case, we will notify you as soon as possible, and in any event within 30 days.
LAWFUL BASIS
Legitimate Interest means the interest of our business in conducting and managing our business to enable us to give you the best service/product and the best and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to do so by law). You can obtain further information about how we assess our legitimate interests against any potential impact on you in respect of specific activities by contacting us.
Performance of Contract means processing your data where it is necessary for the performance of a contract to which you are a party or to take steps at your request before entering into such a contract.
Comply with a legal or regulatory obligation means processing your personal data where it is necessary for compliance with a legal or regulatory obligation that we are subject to.
THIRD PARTIES
Internal Third Parties
Other companies in the VetPartners group, who are based in the United Kingdom or the EEA.
External Third Parties
What information do we collect?
We collect data from you when you register on our site or place an order with us (whether as a guest to the site or from a personally created account).
You can however visit our site anonymously at any time.
How long do we hold your data?
How do we protect and safeguard your personal information?
We have a variety of security measures in place to protect your personal information. These include electronic safeguards, such as encryption, and physical safeguards and security.
Card payments are encrypted by our secure third-party payment provider. No payment information is stored by us.
Your Consent
By using our site you consent to our Privacy Policy and Terms and conditions.
Withdrawing your consent
Who has access to your data?
Access to your personal data is restricted at all times. Only our employees or trusted agents will be able to access your data. Their access and activities are restricted to the purposes outlined above. These parties are:
Changes to our privacy policy
If we decide to change or update our privacy policy, we will do so on this page.
Please contact us if you have any questions regarding our Privacy Policy.
Cookie policy
Last updated: 03/04/2023.
VetPartners Limited (“us”, “we”, or “our”) uses cookies on our website to distinguish you from other users of the website. This helps us to provide you with a good experience and also allows us to improve our site.
Our Cookies Policy explains what cookies are, how we use cookies, how third-parties we may partner with may use cookies on the website, and your choices regarding cookies.
What are cookies
Cookies are small pieces of text sent to your web browser by a website you visit. If you agree, a cookie file is stored in your web browser and allows the website or a third-party to recognize you and make your next visit easier and the website more useful to you.
Cookies can be “persistent” or “session” cookies. Persistent cookies remain on your personal computer or mobile device when you go offline, while session cookies are deleted as soon as you close your web browser.
How VetPartners uses cookies
When you use and access the website, we may place a number of cookies files in your web browser. We use both session and persistent cookies we use different types of cookies to run the website:
Essential cookies. These are cookies that are required for the operation of our website. They include, for example, cookies that enable you to log into secure areas of our website, or make use of e-billing services. We may use essential cookies to authenticate users and prevent fraudulent use of user accounts.
Analytical or performance cookies. These allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This help us to improve the website, for example, by ensuring that users are finding what they are looking for easily. We may also use analytics cookies to test new advertisements, pages, features or new functionality of the website to see how our users react to them.
Functionality cookies. These are used to recognise you when you return to our website. This enables us to personalise our content for you, greet you by name and remember your preferences.
Targeting cookies. These cookies record your visit to our website, the pages you have visited and the links you have followed. We will use this information to make our website and the advertising displayed on it more relevant to your interests. We may also share this information with third parties for this purpose.
You can find more information about the individual cookies we use and the purposes for which we use them in the table below:
Cookie Name
Description
Duration
Type
_ga
Used to distinguish users.
2 years
Analytics
_ga_<container-id>
Used to persist session state.
2 years
Analytics
_gid
Used to distinguish users.
24 hours
Analytics
_gat
Used to throttle request rate. If Google Analytics is deployed via Google Tag Manager, this cookie will be renamed _dc_gtm_<property-id>
1 minute
Analytics
Please note that third parties may also use cookies, over which we have no control. These named third parties may include, for example, advertising networks and providers of external services like web traffic analysis services. These third party cookies are likely to be analytical cookies or performance cookies or targeting cookies.
What are your choices regarding cookies
If you’d like to delete cookies or instruct your web browser to delete or refuse cookies, please visit the help pages of your web browser.
Please note, however, that if you delete cookies or refuse to accept them, you might not be able to use all of the features we offer, you may not be able to store your preferences, and some of our pages might not display properly.
For the Chrome web browser, please visit this page from Google: Clear cache & cookies - Computer - Google Account Help
For the Internet Explorer web browser, please visit this page from Microsoft: - How to delete cookie files in Internet Explorer - Microsoft Support
For the Firefox web browser, please visit this page from Mozilla: - Clear cookies and site data in Firefox | Firefox Help
For the Safari web browser, please visit this page from Apple: Apple Legal - Legal - Use of Cookies - Apple
For any other web browser, please visit your web browser’s official web pages.
Where can you find more information about cookies
You can learn more about cookies using the following third-party websites:
AllAboutCookies: All About Cookies | Online Privacy and Digital Security
Network Advertising Initiative: Home - NAI: Network Advertising Initiative
This Policy
We may update this Cookie Policy from time to time in order to reflect, for example, changes to the cookies we use or for other operational, legal or regulatory reasons. Please re-visit this Cookie Policy regularly to stay informed about our use of cookies and related technologies.
Terms & Conditions for Consumers
1. These terms
1.1. What these terms cover. These are the terms and conditions on which we supply our products and/or services to you.
1.2. Why you should read them. Please read these terms carefully before you register your pet (or other animal) with and submit your order to us. These terms tell you who we are, how we will provide products and services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms or require any changes, please contact us to discuss.
2. Information about us and how to contact us
2.1. Who we are and how to contact us. We are Westpoint Group Trading Ltd, of VetPartners Spitfire House, Aviator Court, York, YO30 4UZ. Our contact details are as provided at the time we accept your order, or as may otherwise be updated from time to time on our website.
2.2. How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provide to us.
2.3. “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
3. Our contract with you
3.1. How you place an order. You place an order with us:
3.2.1 In respect of products, when you ask us to supply the products to you.
3.3 How we will accept your order. Our acceptance of your order will take place:
3.3.1 If you place an order over the telephone or online, when we email you to accept it or a member of our team otherwise indicates that we accept your order; at which point a contract will come into existence between you and us.or
3.3.2 if you place an order in person at our premises, at which point a contract will come into existence between you and us.
3.4 If we cannot accept your order. If we are unable to accept your order, we will inform you of this as soon as reasonably practicable and will not charge you for the service or the product. This might, for example, be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
4 Our products
4.1. What we stock. We stock a range of products for all animals we treat, which may include Small Animals, Equine or Farm Animals (or particular species therein). We cannot guarantee that we will have any specific product in stock at any given time.
4.2 What you will pay. When you order products from us, you agree to pay to us:
4.2.1 the price quoted in any relevant estimate from us; and
4.2.2 any other relevant prices we communicate to you before you purchase the products.
5. Providing the products to you
5.1. We are not responsible for delays outside our control. If our supply of any products is delayed by an event outside our control then we will contact you as soon as practicable to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for such delay, but if there is a substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
5.2. Collection by you. You agree to collect the products from our premises at any time during our typical consulting hours.
5.2.1. If you do not collect the products from us. If you do not collect the products from us as arranged we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange collection we may end the contract and clause 13 will apply.
5.3. Delivery by us. We (or any carrier we may engage) will deliver the products specified in your order to such location as you and we may agree. The costs of delivery will be communicated to you before any such delivery is arranged. We will contact you with an estimated delivery date, which will be within thirty (30) days of the date on which we accept your order, unless otherwise indicated by a member of our team.
5.3.1. If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we (or any carrier we may engage) will leave you a note informing you of how to rearrange delivery or collect the products from a local depot (or, as required, our premises).
5.3.2. If you do not re-arrange delivery. If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot (or, as required, our premises) we (or any carrier we may engage) will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or rearrange delivery or collection, we may end the contract and clause 13.2 will apply. If, as a result of any failure to re-arrange delivery, any products due to be delivered pass their expiry date, we will not be obliged to source and provide replacement Products (though we may, at our discretion, agree to do so). We will not in any circumstances be liable where such replacement products cannot be sourced, and we may end the contract and clause 13.2 will apply.
5.4. When you become responsible for the products. The products will be your responsibility from the time you collect them from us, or from the time we deliver (or our carrier delivers) the product to the address you gave to us.
5.5. When you own products. You own the products from the later of: when you become responsible for them.
5.6.Reasons we may suspend the supply of products to you. We may have to suspend the supply of products to:
5.6.1. deal with technical problems or make minor technical changes; and/or
5.6.2. update the products to reflect changes in relevant laws and regulatory requirements.
5.7 Your rights if we suspend the supply of products. We will contact you in advance to tell you if we will be suspending supply of the relevant product, unless the problem is urgent or an emergency. If we have to suspend supply of any product, we will do what we can to provide a suitable alternative product. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than fourteen (14) days and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.
5.8 We may also suspend supply of the products if you do not pay. If you do not pay us for the products when you are supposed to (see clause 7.3) and you still do not make payment within fourteen (14) days of us reminding you that payment is due, we may suspend supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products.
5.9 We may provide the products in instalments. We may provide the products in instalments, which shall charged to and paid for by you separately. Each instalment shall constitute a separate order subject to these terms. Any defect in one instalment won’t entitle you to cancel any other instalment.
6. Your obligations
6.1. Other things you agree to do. You agree to:
6.1.1. co-operate with us, our team members and contractors in all matters relating to us providing the services and/or the products;
6.1.2. tell us about and ensure that we, our team members and contractors have access to all relevant or required site access guidelines, biosecurity requirements and hazards, and such other information and materials as we may reasonably require in order to access any premises, and ensure that such information is complete and accurate;
6.1.3. provide us, our team members and contractors with access to your premises and other facilities (or where you don’t control those premises and/or other facilities, ensure that such access is provided by the relevant party in control of those premises and/or other facilities) as is reasonably required to provide the services and/or the products;
6.1.4. comply with any relevant guidelines in force in relation to the prevention of Covid-19, other diseases and illnesses;
6.1.5. ensure your premises (or any relevant premises) are prepared in such a manner that we can supply the services and/or the products;
6.1.6. comply with all applicable laws, including health and safety laws.
6.2. What will happen if you do not give required information to us. We may need certain information from you so that we can supply our products to you, for example, the information referred to at clause 6.1 of these terms. If so, this will be notified to you before you place your order. We will contact you to ask for this information. If you do not give us this information or provide such authorisation within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may:
6.2.1. end our contract (and clause 13.2 will apply); or
6.2.2. make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result.
We will not be responsible for supplying the services or products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it, or for any damages caused by you providing us with inaccurate information.
7. Price and payment
7.1. We will pass on changes in the rate of VAT. All of our prices include VAT. If the rate of VAT changes between your order date and the date we supply the services and/or products, we will adjust the rate of VAT that you pay, unless you have already paid for the services and/ or products in full before the change in the rate of VAT takes effect.
7.2. What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. Where the products’ correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order.
7.3. When you must pay and how you must pay. We accept payment by credit and debit card. You must pay at time of ordering:
7.4 What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know. Once the dispute is resolved we may charge you interest on correctly invoiced sums from the original due date.
8 Complaints and standards
8.1. If you want to make a complaint. We hope to ensure that you never have recourse to complain about the standards of service you receive from us. However, if you feel there is something you wish to raise, please contact a member of our team, who will address your concerns and may escalate it internally as is appropriate. If you are not satisfied with the outcome of this process you should direct your comments within twenty-eight (28) days in writing, to the address indicated on our website. An acknowledgement will be sent by return and then a period will elapse while the case is investigated, and reports collated from our team members involved. A reply in writing will follow, usually within twenty-eight (28) days although the period may be longer if our manager or the team members involved are temporarily unavailable or delayed.
8.2 Standards. We will not tolerate any aggressive, or abusive behaviour to any member of our team, consultant, or other contractor or individual engaged by us, whether at our premises, during a Site Visit, online or on social media, or otherwise, at any time. If you behave in such a way you will be asked to leave our premises immediately and you may then be notified in writing that you must find alternative suppliers.
9 Your rights to make changes
9.1. If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 11).
10. Our rights to make changes
10.1. Changes to products. We may change the products:
10.1.2. to reflect changes in relevant laws and regulatory requirements; and
10.1.3. as notified to you at the time.
10.2. Changes to these terms. We may make changes to these terms, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received. A new version of the terms will be posted on our website and will take effect immediately upon posting. If you place an Order after the new terms come into effect, you will be deemed to have indicated your agreement to be bound by those new terms under any new contract.Your rights to end the contract
11.Your rights to end the contract.
11.1 You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract.
11.1.1. If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service reperformed or to get some or all of your money back), see clause 13.
11.1.2. If you want to end the contract because of something we have done or have told you we are going to do, please refer to clause 10.2.
11.1.3. If you have just changed your mind about the product, please refer to clause 19.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any products.
11.1.4. In all other cases (if we are not at fault and there is no right to change your mind), please refer to clause 10.4.
11.2. Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at clauses 10.2.1 to 10.2.4 below the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:
11.2.1. we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 10.2);
11.2.2. we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
11.2.3. there is a risk that supply of the products may be significantly delayed because of events outside our control; or
11.2.4. you have a legal right to end the contract because of something we have done wrong.
11.3. Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought away from our premises, over the telephone or online you have a legal right to change your mind within 14 days and receive a refund.
11.3.1. When you don’t have the right to change your mind. You do not have a right to change your mind in respect of:
(i) services, once these have been completed, even if the cancellation period is still running;
(ii) any products which become mixed inseparably with other items after their delivery.
11.3.2. How long do you have to change your mind? Where clause 11.3.1 of these terms doesn’t apply, how long you have to change your mind depends on what you have ordered:
(i) Have you bought products?, If so you have fourteen (14) days after the day you (or someone you nominate) collect the products (subject to clause 5.2.1 of these terms).
11.4. Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see clause 20.3), including where you buy products on our premises, you can still end the contract before it is completed but you may have to pay us compensation. A contract for products is completed when the product is collected and paid for. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund the amounts described at clauses 4 and/or 6 of these terms. To the extent that we agree to accept a return of any products you have collected, you agree to comply with clause 11.2.3
12. How to end the contract with us (including if you have changed your mind)
12.1. Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
12.1.1. Phone or email. Call or email us on the number and email address provided at the time we accept you order, or as may otherwise be updated from time to time on our website. Please provide your name, home address, details of the order and, where available, your phone number and email address.
12.1.2. By post. Write to us at that address, including details of what you bought, when you ordered or received it and your name and address.
12.2. Returning products after ending the contract.
12.2.1. If you end the contract by exercising your right to change your mind in accordance with clause 11.3, after products have been collected by or delivered to you, you must return them to us within 14 days of telling us you wish to end the contract.
12.2.2. If you are ending the contract because we have told you of an upcoming change to the products or these terms, an error in pricing or description, a delay due to events outside our control or because you are exercising your legal rights to end the contract because of something we have done wrong then we will pay the costs of return in accordance with clause 12.3. You must either return the products in person to where you bought them, or post them back to us at the address provided at the time we accept your order, or as may otherwise be updated from time to the time on our website (unless we otherwise agree to collect the relevant products from you). Please call or email us for a return label.
12.2.3 In all other circumstances you must pay the full costs of return of any products.
12.3. When we will pay the costs of return. We will pay the reasonable, direct costs of return postage (or otherwise arrange to collect the relevant products from you):
12.3.1. if the products are faulty or misdescribed; or
12.3.2. if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong. In all other circumstances you must pay the costs of return.
12.4. How we will refund you. We will refund you the price you paid for the products by the method you used for payment. However, we may make deductions from the price, as described below.
12.5. Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
12.5.1. We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted at our premises. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.
12.6. When your refund will be made. We will make any refunds due to you as soon as is reasonably possible. If you are exercising your right to change your mind then:
12.6.1. If the products are products, your refund will be made within fourteen (14) days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.
12.6.2. In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.
13. Our rights to end the contract
13.1. We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
13.1.1. you do not make any payment to us when it is due and you still do not make payment within fourteen (14) days of us reminding you that payment is due;
13.1.2. you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products;
13.1.3. you do not act in accordance with clause 6 of these terms;
13.1.4. you do not, within a reasonable time, collect the products (or any part of them) from us;
13.1.5. you act in breach of clause 8.2 of these terms; or
13.1.6. there is an irremediable breakdown in trust between you and us such that, in our reasonable opinion, our ongoing providerclient relationship becomes untenable.
13.2. You must compensate us if you break the contract. If we end the contract in the situations set out in clause 22.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge reasonable compensation for the net costs we will incur as a result of your breaking the contract.
13.3 You must pay all outstanding fees if you break the contract. If we end the contract in the situations set out in clause 13.1, you must pay all fees outstanding under clauses 7.3.1(ii) and/or 7.3.3(ii) of these terms without delay.
13.4. You must return products you have not paid for. If we end the contract in the situations set out in clause 13.1, you agree to return, at no cost to us, all products provided to you under clauses 7.3.1(ii) and/or 7.3.3(ii) of these terms which you have not paid for.
14. If there is a problem with the product
14.1. How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone or write to us at the number, email address and postal address provided at the time we accept your order, or as may otherwise be updated from time to time on our website. Alternatively, please speak to one of our team members at our premises.
14.2. Our duty to you. We are under a legal duty to supply products that are in conformity with this contract. If you wish to exercise your legal rights to reject products please see clause 12 of these terms.
14.3. Products manufactured by third parties. Where we supply any products containing a hygiene seal, you acknowledge that we cannot repair, replace or accept returns of such items save in accordance with clause 12.3.
14.3.1. you may have additional manufacturer’s warranties in respect of some products and we encourage you to consider those terms carefully; and
14.3.2. we may assist you in any reasonable arrangements to provide you with the benefit of any warranties made by a manufacturer of the products to us.
15. Our responsibility for loss or damage suffered by you, and your responsibility for loss or damage suffered by us
15.1. We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might for example, if you discussed it with us during the sales process.
15.2. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury to a human being caused to you by our negligence or the negligence of our employees, agents or subcontractors, for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products; and, to the extent they are manufactured by us and/or a company that is a member of our corporate group, for defective products under the Consumer Protection Act 1987.
15.3. You do not exclude or limit in any way your liability to us where it would be unlawful to do so. This includes liability for death or personal injury to a human being caused to us, our employees, agents or subcontractors by you; or for fraud or fraudulent misrepresentation by you.
15.4. When we are liable for damage to your property, and when you are liable for damage to our property. If we are providing services in your property, we will make good any damage to your property caused by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services. Similarly, you are responsible for any damage (including as a result of any breach by you of your contract with us) caused to our vehicles, equipment or other property while we are visiting at your premises (or other relevant premises) or which you cause when you are at our premises.
15.5. We are not liable for business losses. We only supply the services and products to you under these terms for domestic and private purposes. If you use the services or products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
15.6. We are not liable where you could have avoided the loss. We will not be liable for any losses which you could have avoided by taking reasonable action. For example, if you fail to follow our or the relevant manufacturer’s instructions.
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