termsconditions

Napoleon floors Ltd – Our terms

These terms

What these terms cover. These are the terms and conditions on which we supply our flooring, carpeting and tiling options (collectively referred to in these terms as goods) and installation, fitting or other services (collectively referred to in these terms as services) to you.

Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide our goods 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, please contact us to discuss.

Are you a business customer or a consumer? In some areas you will have different rights under these terms depending on whether you are a business or consumer. You are a consumer if:

• You are an individual.
• You are purchasing goods and/or services from us wholly or mainly for your personal use (not for use in connection with your trade, business, craft or profession).

If you are a business customer this is our entire agreement with you. If you are a business customer these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by or on behalf of us which is not set out in these terms and that you shall have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this agreement.

Information about us and how to contact us

Who we are. We are Napoleon Floors Ltd a company registered in England and Wales. Our company registration number is 12789935 and our registered office is at Unit At Rear 52, Penarth Road, Cardiff, Wales, CF11 6NG. Our registered VAT number is 32 5880 70.

How to contact us. You can contact us by telephoning our customer service team at 07799 733836 or by writing to us at info@napoleonfloors.com or our registered office.

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 provided to us in your order.

“Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

Our contract with you

How we will accept your order. Our acceptance of your order will take place when we email, call or contact you to accept it or we tell you that we are able to provide you with the goods and/or services, at which point a contract will come into existence between you and us.

If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the goods and/or services. This might be because the goods are out of stock, because we are unable to provide the service to you, 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 goods and/or services or because we are unable to meet a delivery or other deadline you have specified.

Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

We only sell to the UK. Our website, brochure and any marketing material is solely for the promotion of our goods and services in the UK. Unfortunately, we do not accept orders from or deliver to addresses outside the UK.

Our Goods and Services

Goods may vary slightly from their pictures. The images of the goods in our brochures, marketing material and on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, there may be minor variations and we cannot guarantee that a device’s display of the colours accurately reflects the colour of the goods. Your goods may vary slightly from those images.  Where goods have been made according to a bespoke specification provided by you, although we have made every effort to be as accurate as possible, all sizes, capacities, dimensions and measurements indicated in our brochure, marketing materials and website have a 2% tolerance.

Making sure your measurements are accurate. If we are making the goods to measurements you have given us you are responsible for ensuring that these measurements are correct. You can find information and tips on how to measure in our brochure or on our website or by contacting us.

Provision of Services: Services may be provided by us or a third party. If Services are provided by a third party, their terms and conditions will apply to you. We are not liable for any installation, fitting or other services provided by a third party (see clause 15.5). 

Your rights to make changes

If you wish to make a change to the goods and/or services you have ordered please contact us within 48 hours of us accepting your order. 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 goods and/or services, 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.

Our rights to make changes

Minor changes to the goods and services. We may change the goods and services:

to reflect changes in relevant laws and regulatory requirements; 

to implement minor technical adjustments and improvements, for example to address a security threat; and

to provide you with a reasonable quality of goods or service levels 

• These changes will not affect your use of the goods or services.

Providing the goods and services

Delivery costs. The costs of delivery will be as displayed to you on our website, set out in our brochure, marketing materials, our current price list, or notified to you before you place your order.

When we will provide the goods and services. During the order process we will let you know when we will provide the goods and services to you. We will also tell you during the order process when and how you can end the contract. Please see our website for the Covid-safe measures that we have put in place.

For goods. For goods we will contact you with an estimated delivery date.

For services. We will begin the services on the date agreed with you during the order process. The estimated completion date for the services is as told to you during the order process.

We are not responsible for delays outside our control. If our supply of the goods and/or services is delayed by an event outside our control, including where a third-supplier is providing the services and is subject to a delay, then we will contact you as soon as possible 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 delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any goods you have paid for but not received. 

Collection by you. If you have asked to collect the goods from our premises, you can collect them from once we have notified you the goods are ready for collection during our working hours of 9am-5pm on weekdays (excluding public holidays) and Saturdays.

If you are not at home when the goods are delivered. If no one is available at your address to take delivery, the courier will leave you a note informing you of how to rearrange delivery or collect the goods from a local depot.

If you do not re-arrange delivery. If you do not collect the goods 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 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 delivery or collection we may end the contract and clause 10.2 will apply.

If you do not allow us access to provide services. If you do not allow us access to your property to perform the services as arranged (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result, including (but not limited to) the costs incurred by any third-party suppliers of the services. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property we may end the contract and clause 10.2 will apply.

Your legal rights if we deliver the goods late. You have legal rights if we deliver any goods late. If we miss the delivery deadline for any goods then you may treat the contract as at an end straight away if any of the following apply:

• • • we have refused to deliver the goods;

you told us  before we accepted your order that delivery within the delivery deadline was essential.

Setting a new deadline for delivery. If you do not wish to treat the contract as at an end straight away, or do not have the right to do so under clause 7.8, you can give us  a new deadline for delivery, which must be reasonable, and you can treat the contract as at an end if we do not meet the new deadline.

Ending the contract for late delivery. If you do choose to treat the contract as at an end for late delivery under clause 7.8 or clause 7.9, you can cancel your order for any of the goods or reject goods that have been delivered. If you wish, you can reject or cancel the order for some of those goods (not all of them), unless splitting them up would significantly reduce their value. After that we will refund any sums you have paid to us for the cancelled goods and their delivery. If the goods have been delivered to you, you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please call customer services on 07799 733836 or email us at info@napoleonfloors.com for a return label or to arrange collection.

When you become responsible for the goods. The goods will be your responsibility from the time we deliver the goods to the address you gave us or you or a carrier organised by you collect it from us.

When you own the goods. You own the goods once we have received payment in full.

What will happen if you do not give required information to us. We may need certain information from you so that we can supply the goods and services to you, for example, the measurements of the flooring required, specific instructions with regards to the location of the installation, delivery and billing address, and payment details. If so, this will have been stated in the description of the goods and services on our website, brochure or marketing materials. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 10.2 will apply) or 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 goods 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.

Reasons we may suspend the supply of goods and services to you. We may have to suspend the supply of the goods or the services to:

deal with technical problems or make minor technical changes;

make any updates to reflect changes in relevant laws and regulatory requirements;

make changes to the goods or services as requested by you or notified by us to you (see clause 6).

Your rights if we suspend the supply of goods or services. We will contact you in advance to tell you we will be suspending supply of the goods or the services, unless the problem is urgent or an emergency. If we have to suspend the goods or services we will adjust the price for any goods that have been suspended and accordingly for any services that cannot be supplied.. You may contact us to end the contract for goods or services if we suspend them, or tell you we are going to suspend them and we will refund any sums you have paid in advance for the goods or services in respect of the period after you end the contract.

We may also suspend supply of the goods and services if you do not pay. If you do not pay us for the goods and services when you are supposed to (see clause 14.4) and you still do not make payment within 7 days of us reminding you that payment is due, we may suspend supply of the goods and services until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the goods or services. We will not suspend the goods or services where you dispute the unpaid invoice (see clause 14.7). We will not charge you for services during the period for which they are suspended. As well as suspending the supply of goods and services, we can also charge you interest on your overdue payments (see clause 14.6).

Your rights to end the contract

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, when you decide to end the contract and whether you are a consumer or business customer:

If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the goods repaired or replaced or a service re-performed or to get some or all of your money back), see clause 12 if you are a consumer and clause 13 if you are a business;

If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2;

If you are a consumer and have just changed your mind about the goods, see clause 8.3. 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 may have to pay the costs of return of any goods;

In all other cases (if we are not at fault and you are not a consumer exercising your right to change your mind), see clause 8.6. 

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 8.2.1 to8.2.5 below the contract will end immediately and we will refund you in full for any goods and services which have not been provided and you may also be entitled to compensation. The reasons are:

we have told you about an upcoming change to the goods or the services or these terms which you do not agree to (see clause 6.2);

we have told you about an error in the price or description of the goods or services you have ordered and you do not wish to proceed;

there is a risk that supply of the goods and services may be significantly delayed because of events outside our control;

we have suspended supply of the goods or services for technical reasons, or notify you we are going to suspend them for technical reasons; or

you have a legal right to end the contract because of something we have done wrong.

Exercising your right to change your mind if you are a consumer (Consumer Contracts Regulations 2013). If you are a consumer then for most goods bought off premises or online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

When consumers do not have a right to change their minds. Your right as a consumer to change your mind does not apply in respect of:

goods that are bespoke and have been made to your specification;

goods that are not available ‘off the shelf’ and have been ordered for you specifically, and the order has already been placed;

goods that have been unsealed or damaged after you receive them;

goods that have been installed, fitted or otherwise utilised after you receive them;

services, once these have been completed, even if the cancellation period is still running; and 

• 8.5.3 any goods which become mixed inseparably with other items after their delivery.

How long do consumers have to change their minds? If you are a consumer, how long you have to change your mind depends on what you have ordered and how it is delivered.

Have you bought services (for example, installation and fitting services)? If so, you have 14 days after the day we email you to confirm we accept your order. However, once we have completed the services you cannot change your mind, even if the period is still running. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind.

Have you bought goods (for example, flooring, carpets or tiles)? If so you have 14 days after the day you (or someone you nominate) receives the goods, unless your goods are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery.

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 are not a consumer who has a right to change their mind (see clause 8.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the goods are delivered. A contract for services is completed when we have finished providing the services and you have paid for them. If you want to end a contract before it is completed where we are not at fault and you are not a consumer who has changed their mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for goods or services not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.

How to end the contract with us (including if you are a consumer who has changed their mind)

Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:

Phone or email. Call customer services on 07799 733836 or email us at info@napoleonfloors.com. Please provide your name, home address, details of the order and, where available, your phone number and email address.

Returning goods after ending the contract. If you end the contract for any reason after goods have been dispatched to you or you have received them, and you do not wish to pay for the goods, you must return them to us. You must either return the goods in person to where you bought them, post them back to us at our registered address or (if they are not suitable for posting) allow us to collect them from you. Please call customer services on  07799 733836or email us at info@napoleonfloors.com for a return label or to arrange collection. If you are a consumer exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.

When we will pay the costs of return. We will pay the costs of return:

if the goods are faulty or misdescribed; or

if you are ending the contract because we have told you of an upcoming change to the goods 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 (including where you are a consumer exercising your right to change your mind) you must pay the costs of return.

What we charge for collection. If you are responsible for the costs of return and we are collecting the goods from you, we will charge you the direct cost to us of collection. The costs of collection will be the same as our charges for standard delivery, as set out in our brochure, marketing materials or website.

How we will refund you. If you are entitled to a refund under these terms we will refund you the price you paid for the goods including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

When we may make deduction from refunds if you are a consumer exercising your right to change your mind. If you are exercising your right to change your mind:

We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of the goods within 3-5 days at one cost but you choose to have the goods delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

Where you have purchased a service from us, we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.

When your refund will be made. We will make any refunds due to you as soon as possible. If you are a consumer exercising your right to change your mind then:

For goods  and we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the goods back from you or, if earlier, the day on which you provide us with evidence that you have sent the goods back to us. For information about how to return the goods to us, see clause 9.2.

In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.

Our rights to end the contract

We may end the contract if you break it. We may end the contract at any time by writing to you if:

you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;

you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the goods and services; 

you do not, within a reasonable time, allow us to deliver the goods to you or collect them from us;

you do not, within a reasonable time, allow us access to your premises to supply the services; or

we are unable to work on your premises due to its condition

You must compensate us if you break the contract. If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for goods we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

If there is a problem with the goods or services

How to tell us about problems. If you have any questions or complaints about the goods or services, please contact us. You can telephone our customer service team at   07799 733836 or write to us at info@napoleonfloors.com or at our registered office. Alternatively, please speak to one of our staff in-store.

Your rights in respect of defective goods and services if you are a consumer

If you are a consumer we are under a legal duty to supply goods that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the goods. Nothing in these terms will affect your legal rights.

Your obligation to return rejected goods. If you wish to exercise your legal rights to reject goods you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please call customer services on  07799 733836 or email us at info@napoleonfloors.com for a return label or to arrange collection.

Your rights in respect of defective goods if you are a business

If you are a business customer we warrant that on delivery, and for a period of 12 months from the date of delivery (warranty period), any goods which are goods shall:

conform in all material respects with their description and any relevant specification;

be free from material defects in design, material and workmanship;

be of satisfactory quality (within the meaning of the Sale of Goods Act 1979); and

be fit for any purpose held out by us.

Subject to clause 13.3, if:

you give us notice in writing during the warranty period within a reasonable time of discovery that the goods do not comply with the warranty set out in clause 13.1;

we are given a reasonable opportunity of examining such goods; and

you return such goods to us at our cost,

we shall, at our option, repair or replace the defective goods, or refund the price of the defective goods in full.

We will not be liable for the goods’ failure to comply with the warranty in clause 13.1 if:

you make any further use of such goods after giving a notice in accordance with clause 13.2.1;

the defect arises because you failed to follow our oral or written instructions as to the storage, installation, commissioning, use or maintenance of the goods or (if there are none) good trade practice;

the defect arises as a result of us following any drawing, design or specification supplied by the Customer;

you alter or repair the goods without our written consent; or

the defect arises as a result of fair wear and tear, wilful damage, negligence, or abnormal working conditions.

Except as provided in this clause 13, we shall have no liability to you in respect of the goods’ failure to comply with the warranty set out in clause 13.1, notwithstanding any extended warranty given by the manufacturer of the goods.

These terms shall apply to any repaired or replacement goods supplied by us under clause 13.2.

Price and payment

Where to find the price for the goods and services. The price of the goods and services (which includes VAT) will be the price indicated on the brochure, marketing materials, website , our most recent price list, as provided to you, or on your order form. We take all reasonable care to ensure that the price of the goods advised to you is correct. However please see clause 14.3 for what happens if we discover an error in the price of the goods you order.

We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the goods, we will adjust the rate of VAT that you pay, unless you have already paid for the goods in full before the change in the rate of VAT takes effect.

What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the goods and services we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the 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. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

When you must pay and how you must pay. We accept payment with PayPal, all major credit and debit cards and bank transfer. When you must pay depends on what goods you are buying:

For goods, you must pay for the goods before we dispatch them. If you are buying our goods online, you must pay for them when you place your order.

For services, you must make an advance payment, which shall be agreed between us, of the price of the services, before we start providing them. We will invoice you for the balance of the price of the services when we have completed them. You must pay each invoice within 14 calendar days after the date of the invoice.

Our right of set-off if you are a business customer. If you are a business customer you must pay all amounts due to us under these terms in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).

We can charge interest if you pay late. If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 4% a year above the base lending rate of the Bank of England from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.

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. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.

Our responsibility for loss or damage suffered by you if you are a consumer

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 happen, for example, if you discussed it with us during the sales process.

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 caused 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 goods as summarised at clause 12.1; and for defective goods under the Consumer Protection Act 1987

When we are liable for damage to your property. Subject to clause 15.5 and 15.6, 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.

We are not liable for business losses. If you are a consumer we only supply the goods for to you for domestic and private use. If you use the goods for any commercial, business or re-sale purpose our liability to you will be limited as set out in clause 16.

We are not liable for any installation, fitting or other services provided by a third party . Where a third party has provided the services to you, we shall not be liable for any damage caused by that third party. Any services provided by a third party shall be provided in accordance with that party’s terms and conditions. 

We are not liable where a waiver has been signed. If we have identified an issue with the installation or fitting of the goods but you wish to go ahead anyway, you will be required to sign a waiver and a satisfaction note which shall exclude our liability for any issues we identified prior to the works being carried out.

Our responsibility for loss or damage suffered by you if you are a business

Nothing in these terms shall limit or exclude our liability for:

death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors (as applicable);

fraud or fraudulent misrepresentation;

breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982; or

defective goods under the Consumer Protection Act 1987.

Except to the extent expressly stated in clause 13.1 all terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982 are excluded.

Subject to clause 16.1:

we shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with any contract between us; 

the exclusions in clause 15.5 and 15.6 shall apply to business customers; and

• our total liability to you for all other losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to the total sums paid by you for goods and services under such contract.

How we may use your personal information

How we will use your personal information. We will only use your personal information as set out in our [LINK TO PRIVACY POLICY].

Other important terms

We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this and will ensure that the transfer will not affect your rights under the contract.

You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. 

Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.

If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the goods, we can still require you to make the payment at a later date.

Which laws apply to this contract and where you may bring legal proceedings if you are a consumer. These terms are governed by English and Welsh law and you can bring legal proceedings in respect of the goods in the English and Welsh courts. If you live in Scotland you can bring legal proceedings in respect of the goods in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the goods in either the Northern Irish or the English courts.

Alternative dispute resolution if you are a consumer. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are a consumer and are not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use. You can submit a complaint to Consumer Arbitration via their website at https://consumerarbitration.co.uk. Consumer Arbitration will not charge you for making a complaint and if you are not satisfied with the outcome you can still bring legal proceedings.

Which laws apply to this contract and where you may bring legal proceedings if you are a business. If you are a business, any dispute or claim arising out of or in connection with a contract between us or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales and the courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim.