make your free terms and conditions for supply of services to consumers via a website
what we'll cover
what are terms and conditions for supply of services to consumers via a website?
terms and conditions for supply of services to consumers via a website should be used if you want to supply services online to private individuals (ie consumers) on standard terms. your terms and conditions should cover key parts of the contract between you and a consumer and they must be clear and fair.
this document is gdpr compliant.
when should i use terms and conditions for supply of services to consumers via a website?
use these terms and conditions for supply of services to consumers via a website:
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when you are supplying services, with or without goods, to consumers (ie customers not acting in the course of a business)
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when selling from your website (if you are selling on your business premises, make terms and conditions for supply of services to consumers)
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when you are supplying services to specification and/or standard services
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when the services and goods are of a type requiring statutory cancellation rights
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to include the statutory cancellation rights for certain services and goods
sample terms and conditions for supply of services to consumers via a website
the terms in your document will update based on the information you provide
terms and conditions
please read all these terms and conditions.
as we can accept your order and make a legally enforceable agreement without further reference to you, you must read these terms and conditions to make sure that they contain all that you want and nothing that you are not happy with.
application
- these terms and conditions will apply to the purchase of the services and goods by you (the customer or you). (the supplier or us or we).
- these are the terms on which we sell all services to you. you can only purchase the services and goods from the website if you are eligible to enter into a contract and are at least 18 years old.
interpretation
- consumer means an individual acting for purposes which are wholly or mainly outside their trade, business, craft or profession;
- contract means the legally-binding agreement between you and us for the supply of the services;
- delivery location means the supplier's premises or other location where the services are to be supplied, as set out in the order;
- durable medium means paper or email, or any other medium that allows information to be addressed personally to the recipient, enables the recipient to store the information in a way accessible for future reference for a period that is long enough for the purposes of the information, and allows the unchanged reproduction of the information stored;
- goods means any goods that we supply to you with the services, of the number and description as set out in the order;
- order means the customer's order for the services from the supplier as submitted following the step by step process set out on the website;
- privacy policy means the terms which set out how we will deal with confidential and personal information received from you via the website;
- services means the services advertised on the website, including any goods, of the number and description set out in the order;
- website means our website on which the services are advertised.
services
- the description of the services and any goods is as set out in the website, catalogues, brochures or other form of advertisement. any description is for illustrative purposes only and there may be small discrepancies in the size and colour of any goods supplied.
- in the case of services and any goods made to your special requirements, it is your responsibility to ensure that any information or specification you provide is accurate.
- all services which appear on the website are subject to availability.
- we can make changes to the services which are necessary to comply with any applicable law or safety requirement. we will notify you of these changes.
customer responsibilities
- you must co-operate with us in all matters relating to the services, provide us and our authorised employees and representatives with access to any premises under your control as required, provide us with all information required to perform the services and obtain any necessary licences and consents (unless otherwise agreed).
- failure to comply with the above is a customer default which entitles us to suspend performance of the services until you remedy it or if you fail to remedy it following our request, we can terminate the contract with immediate effect on written notice to you.
personal information
- we retain and use all information strictly under the privacy policy.
- we may contact you by using e-mail or other electronic communication methods and by pre-paid post and you expressly agree to this.
basis of sale
- the description of the services and any goods in our website does not constitute a contractual offer to sell the services or goods. when an order has been submitted on the website, we can reject it for any reason, although we will try to tell you the reason without delay.
- the order process is set out on the website. each step allows you to check and amend any errors before submitting the order. it is your responsibility to check that you have used the ordering process correctly.
- a contract will be formed for the services ordered only when you receive an email from us confirming the order (order confirmation). you must ensure that the order confirmation is complete and accurate and inform us immediately of any errors. we are not responsible for any inaccuracies in the order placed by you. by placing an order you agree to us giving you confirmation of the contract by means of an email with all information in it (ie the order confirmation). you will receive the order confirmation within a reasonable time after making the contract, but in any event not later than the delivery of any goods supplied under the contract, and before performance begins of any of the services.
- any quotation or estimate of fees (as defined below) is valid for a maximum period of days from its date, unless we expressly withdraw it at an earlier time.
- no variation of the contract, whether about description of the services, fees or otherwise, can be made after it has been entered into unless the variation is agreed by the customer and the supplier in writing.
- we intend that these terms and conditions apply only to a contract entered into by you as a consumer. if this is not the case, you must tell us, so that we can provide you with a different contract with terms which are more appropriate for you and which might, in some respects, be better for you, eg by giving you rights as a business.
fees and payment
- the fees (fees) for the services, the price of any goods (if not included in the fees) and any additional delivery or other charges is that set out on the website at the date we accept the order or such other price as we may agree in writing. prices for services may be calculated on a fixed price or on a standard daily rate basis.
- fees and charges include vat at the rate applicable at the time of the order.
- you must pay by submitting your credit or debit card details with your order and we can take payment immediately or otherwise before delivery of the services.
delivery
- we will deliver the services, including any goods, to the delivery location by the time or within the agreed period or, failing any agreement:
- in the case of services, within a reasonable time; and
- in the case of goods, without undue delay and, in any event, not more than 30 days after the day on which the contract is entered into.
- in any case, regardless of events beyond our control, if we do not deliver the services on time, you can require us to reduce the fees or charges by an appropriate amount (including the right to receive a refund for anything already paid above the reduced amount). the amount of the reduction can, where appropriate, be up to the full amount of the fees or charges.
- in any case, regardless of events beyond our control, if we do not deliver the goods on time, you can (in addition to any other remedies) treat the contract at an end if:
- we have refused to deliver the goods, or if delivery on time is essential taking into account all the relevant circumstances at the time the contract was made, or you said to us before the contract was made that delivery on time was essential; or
- after we have failed to deliver on time, you have specified a later period which is appropriate to the circumstances and we have not delivered within that period.
- if you treat the contract at an end, we will (in addition to other remedies) promptly return all payments made under the contract.
- if you were entitled to treat the contract at an end, but do not do so, you are not prevented from cancelling the order for any goods or rejecting goods that have been delivered and, if you do this, we will (in addition to other remedies) without delay return all payments made under the contract for any such cancelled or rejected goods. if the goods have been delivered, you must return them to us or allow us to collect them from you and we will pay the costs of this.
- if any goods form a commercial unit (a unit is a commercial unit if division of the unit would materially impair the value of the goods or the character of the unit) you cannot cancel or reject the order for some of those goods without also cancelling or rejecting the order for the rest of them.
- we do not generally deliver to addresses outside england and wales, scotland, northern ireland, the isle of man and the channels islands. if, however, we accept an order for delivery outside that area, you may need to pay import duties or other taxes, as we will not pay them.
- you agree we may deliver the goods in instalments if we suffer a shortage of stock or other genuine and fair reason, subject to the above provisions and provided you are not liable for extra charges.
- if you or your nominee fail, through no fault of ours, to take delivery of the services at the delivery location, we may charge the reasonable costs of storing and redelivering them.
- the goods will become your responsibility from the completion of delivery or customer collection. you must, if reasonably practicable, examine the goods before accepting them.
risk and title
- risk of damage to, or loss of, any goods will pass to you when the goods are delivered to you.
- you do not own the goods until we have received payment in full. if full payment is overdue or a step occurs towards your bankruptcy, we can choose, by notice to cancel any delivery and end any right to use the goods still owned by you, in which case you must return them or allow us to collect them.
withdrawal , returns and cancellation
- you can withdraw the order by telling us before the contract is made, if you simply wish to change your mind and without giving us a reason, and without incurring any liability.
- you can cancel the contract except for any goods which are made to your special requirements by telling us no later than days after the contract was made, if you simply wish to change your mind and without giving us a reason, and without liability, except in that case, you must return to any of our business premises the goods in undamaged condition at your expense. then we must without delay refund to you the price for those goods and services which have been paid for in advance, but we can retain any separate delivery charge. this does not affect your rights when the reason for the cancellation is any defective goods or services. this returns right is different and separate from the cancellation rights below.
- this is a distance contract (as defined below) which has the cancellation rights (cancellation rights) set out below. these cancellation rights, however, do not apply, to a contract for the following goods and services (with no others) in the following circumstances:
- goods that are made to your specifications or are clearly personalised;
- goods which are liable to deteriorate or expire rapidly.
right to cancel
- subject as stated in these terms and conditions, you can cancel this contract within 14 days without giving any reason.
- the cancellation period will expire after 14 days from the day on which you acquire, or a third party, other than the carrier, indicated by you, acquires physical possession of the last of the goods. in a contract for the supply of services only (without goods), the cancellation period will expire 14 days from the day the contract was entered into. in a contract for the supply of goods over time (ie subscriptions), the right to cancel will be 14 days after the first delivery.
- to exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement setting out your decision (eg a letter sent by post or email). you can use the attached model cancellation form, but it is not obligatory. in any event, you must be able to show clear evidence of when the cancellation was made, so you may decide to use the model cancellation form.
- you can also electronically fill in and submit the model cancellation form or any other clear statement of the customer's decision to cancel the contract on our website . if you use this option, we will communicate to you an acknowledgement of receipt of such a cancellation in a durable medium (eg by email) without delay.
- to meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
commencement of services in the cancellation period
- we must not begin the supply of a service (being part of the services) before the end of the cancellation period unless you have made an express request for the service.
effects of cancellation in the cancellation period
- except as set out below, if you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
payment for services commenced during the cancellation period
- where a service is supplied (being part of the service) before the end of the cancellation period in response to your express request to do so, you must pay an amount for the supply of the service for the period for which it is supplied, ending with the time when we are informed of your decision to cancel the contract. this amount is in proportion to what has been supplied in comparison with the full coverage of the contract. this amount is to be calculated on the basis of the total price agreed in the contract or, if the total price were to be excessive, on the basis of the market value of the service that has been supplied, calculated by comparing prices for equivalent services supplied by other traders. you will bear no cost for supply of that service, in full or in part, in this cancellation period if that service is not supplied in response to such a request.
deduction for goods supplied
- we may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you (ie handling the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods: eg it goes beyond the sort of handling that might be reasonably allowed in a shop). this is because you are liable for that loss and, if that deduction is not made, you must pay us the amount of that loss.
timing of reimbursement
- if we have not offered to collect the goods, we will make the reimbursement without undue delay, and not later than:
- 14 days after the day we receive back from you any goods supplied, or
- (if earlier) 14 days after the day you provide evidence that you have sent back the goods.
- if we have offered to collect the goods or if no goods were supplied or to be supplied (ie it is a contract for the supply of services only), we will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this contract.
- we will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
returning goods
- if you have received goods in connection with the contract which you have cancelled, you must send back the goods or hand them over to us at without delay and in any event not later than 14 days from the day on which you communicate to us your cancellation of this contract. the deadline is met if you send back the goods before the period of 14 days has expired. you agree that you will have to bear the cost of returning the goods.
- for the purposes of these cancellation rights, these words have the following meanings:
- distance contract means a contract concluded between a trader and a consumer under an organised distance sales or service-provision scheme without the simultaneous physical presence of the trader and the consumer, with the exclusive use of one or more means of distance communication up to and including the time at which the contract is concluded;
- sales contract means a contract under which a trader transfers or agrees to transfer the ownership of goods to a consumer and the consumer pays or agrees to pay the price, including any contract that has both goods and services as its object.
conformity
- we have a legal duty to supply the goods in conformity with the contract, and will not have conformed if it does not meet the following obligation.
- upon delivery, the goods will:
- be of satisfactory quality;
- be reasonably fit for any particular purpose for which you buy the goods which, before the contract is made, you made known to us (unless you do not actually rely, or it is unreasonable for you to rely, on our skill and judgment) and be fit for any purpose held out by us or set out in the contract; and
- conform to their description.
- it is not a failure to conform if the failure has its origin in your materials.
- we will supply the services with reasonable skill and care.
- in relation to the services, anything we say or write to you, or anything someone else says or writes to you on our behalf, about us or about the services, is a term of the contract (which we must comply with) if you take it into account when deciding to enter this contract, or when making any decision about the services after entering into this contract. anything you take into account is subject to anything that qualified it and was said or written to you by us or on behalf of us on the same occasion, and any change to it that has been expressly agreed between us (before entering this contract or later).
duration, termination and suspension
- the contract continues as long as it takes us to perform the services.
- either you or we may terminate the contract or suspend the services at any time by a written notice of termination or suspension to the other if that other:
- commits a serious breach, or series of breaches resulting in a serious breach, of the contract and the breach either cannot be fixed or is not fixed within 30 days of the written notice; or
- is subject to any step towards its bankruptcy or liquidation.
- on termination of the contract for any reason, any of our respective remaining rights and liabilities will not be affected.
successors and our sub-contractors
- either party can transfer the benefit of this contract to someone else, and will remain liable to the other for its obligations under the contract. the supplier will be liable for the acts of any sub-contractors who it chooses to help perform its duties.
circumstances beyond the control of either party
- in the event of any failure by a party because of something beyond its reasonable control:
- the party will advise the other party as soon as reasonably practicable; and
- the party's obligations will be suspended so far as is reasonable, provided that that party will act reasonably, and the party will not be liable for any failure which it could not reasonably avoid, but this will not affect the customer's above rights relating to delivery (and the right to cancel below).
privacy
- your privacy is critical to us. we respect your privacy and comply with the general data protection regulation with regard to your personal information.
- these terms and conditions should be read alongside, and are in addition to our policies, including our privacy policy () and cookies policy ().
- for the purposes of these terms and conditions:
- 'data protection laws' means any applicable law relating to the processing of personal data, including, but not limited to the gdpr.
- 'gdpr' means the uk general data protection regulation.
- 'data controller', 'personal data' and 'processing' shall have the same meaning as in the gdpr.
- we are a data controller of the personal data we process in providing the services and goods to you.
- where you supply personal data to us so we can provide services and goods to you, and we process that personal data in the course of providing the services and goods to you, we will comply with our obligations imposed by the data protection laws:
- before or at the time of collecting personal data, we will identify the purposes for which information is being collected;
- we will only process personal data for the purposes identified;
- we will respect your rights in relation to your personal data; and
- we will implement technical and organisational measures to ensure your personal data is secure.
- for any enquiries or complaints regarding data privacy, you can e-mail: .
excluding liability
- the supplier does not exclude liability for: (i) any fraudulent act or omission; or (ii) death or personal injury caused by negligence or breach of the supplier's other legal obligations. subject to this, we are not liable for (i) loss which was not reasonably foreseeable to both parties at the time when the contract was made, or (ii) loss (eg loss of profit) to your business, trade, craft or profession which would not be suffered by a consumer - because we believe you are not buying the services and goods wholly or mainly for your business, trade, craft or profession.
governing law, jurisdiction and complaints
- the contract (including any non-contractual matters) is governed by the law of england and wales.
- disputes can be submitted to the jurisdiction of the courts of england and wales or, where the customer lives in scotland or northern ireland, in the courts of respectively scotland or northern ireland.
- we try to avoid any dispute, so we deal with complaints as follows: .
attribution
- these terms and conditions were created using a document from 2022世界杯32强抽签时间 (//www.atelimited.com/gb/en).
model cancellation form
to
i/we[*] hereby give notice that i/we [*] cancel my/our [*] contract of sale of the following goods [*] [for the supply of the following service [*], ordered on [*]/received on [*]______________________(date received)
name of consumer(s):
address of consumer(s):
signature of consumer(s) (only if this form is notified on paper)
date
[*] delete as appropriate.
about terms and conditions for supply of services to consumers via websites
learn more about making your terms and conditions for supply of services to consumers via a website
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how to make a terms and conditions for supply of services to consumers via a website
making terms and conditions for supply of services to consumers via a website online is simple. just answer a few questions and 2022世界杯32强抽签时间 will build your document for you. when you have all of the details prepared in advance, making your document is a quick and easy process.
to make your terms and conditions for supply of services to consumers via a website you will need the following information:
business details
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what are the details of the business supplying the services (eg the business’ legal structure, name and address)?
payment
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how many days does the customer have after receiving an invoice to pay the invoice?
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are the business’ fees inclusive of value added tax (vat) and other taxes?
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how will additional service fees be charged?
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in which currency must all payments be made?
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is a deposit payable?
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if so, within how many days after acceptance of a quote is a deposit payable?
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what is the contractual annual interest rate for late payments?
other points
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within how many days from the issue of a quote can the seller withdraw, cancel or amend it?
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where is the business’ data protection and data security policy stored?
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what is the email address of the person responsible for data protection compliance?
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if the business is located in scotland, which country's law will apply to these t&cs?
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common terms in terms and conditions for supply of services to consumers via a website
terms and conditions for supply of services to consumers via websites protect businesses when selling services to consumers online. to achieve this, these terms and conditions cover:
application and entire agreement
this section sets out the identity of the business, which is the service provider, and identifies individuals who purchase the business’ services as the customers. this section also states that, by accepting a quotation or by accepting the performance of services, a customer accepts the terms and conditions which form the entire agreement between the parties. it also explains that exclusively the terms and conditions apply to the contract and they override any other terms implied by trade or custom.
interpretation
this section provides interpretations of certain terms used throughout the terms and conditions. for example, it clarifies that a business day means any day other than a saturday, sunday or bank holiday.
services
in this section, it is specified that the service provider will use reasonable care and expertise in delivering services while adhering to the relevant quotation and specifications. the service provider may make adjustments as required by law or safety requirements and will inform the customer accordingly. although the service provider aims to complete the services within the agreed time, this is not a binding obligation. moreover, the terms and conditions apply to both goods and services, unless stated otherwise.
your obligations
this section sets out a customer's obligations concerning the supply of services under these terms and conditions.
fees
this section provides information regarding the fees charged by the service provider. it specifies that the fees are based on time and materials and are usually listed in any quotations. additionally, it clarifies whether fees are inclusive or exclusive of taxes and, where applicable, outlines the deposit required for the provision of services.
cancellation and amendment
this section sets out when the service provider can cancel or withdraw from the provision of services. it also sets out when the customer can cancel the provision of services.
payment
this section details when payment is required and how such payments should be made and in what currency. it also details any interest chargeable on late payments.
sub-contracting and assignment
this section allows the service provider to assign, transfer or subcontract their rights and obligations to a third party without seeking prior consent from the customer. however, the customer is not allowed to assign or transfer their rights or obligations without the written consent of the service provider.
termination
this section sets out in which situations the service provider can immediately end (ie terminate) the provision of services.
intellectual property
this section clarifies that the service provider reserves all copyright and other intellectual property rights in any goods supplied in connection with the services and may take necessary action to prevent the infringement of these rights.
liability and indemnity
this section outlines the limitations of liability provided for the service provider under the terms and conditions and explains in what situations the service provider will have no liability. this section also details the customer’s obligation to indemnify the service provider against all damages, costs, claims and expenses suffered by the service provider arising from any loss or damage to any equipment (including that belonging to third parties) caused by the customer.
data protection
this section addresses the service provider’s data protection rights and obligations. this includes setting out the email address of the person responsible for data protection compliance (eg the service provider’s data protection officer (dpo)) and the url of the service provider’s data protection and data security policy.
circumstances beyond a party's control
this force majeure clause explains that neither party is responsible for any delay or failure in performing their obligations due to events beyond their reasonable control (eg industrial action, natural disasters or civil unrest). if the delay continues for more than 90 days, either party may terminate the contract.
communications
in this section, the process for serving notices (and other communications) under the terms and conditions is outlined, including the criteria for determining when notices are considered to have been delivered.
no waiver
this section explains that, if a party delays or fails to exercise any of their rights or remedies, this does not mean that they have waived them and they can still exercise those rights or remedies in the future.
severance
this section states that if any of the terms in the terms and conditions are found to be unlawful, invalid or unenforceable, those provisions will be removed while the remainder of the terms and conditions will remain valid and enforceable.
law and jurisdiction
this section states that the terms and conditions will be governed and interpreted according to the law of england and wales or of scotland, and any disputes arising under the terms and conditions will be subject to the exclusive jurisdiction of the courts of england and wales or of scotland. this is the jurisdiction of the terms and conditions.
if you want your terms and conditions for supply of services to consumers via a website to include further or more detailed provisions, you can edit your document. however, if you do this, you may want a lawyer to review or change the terms and conditions for you, to make sure they comply with all relevant laws and meet your specific needs. ask a lawyer for assistance.
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legal tips for making terms and conditions for supply of services to consumers via a website
take care when changing any terms in your terms and conditions
consumer law is extensive and contains intricate regulations designed to protect the rights of consumers, such as legislation concerning unfair contract terms. consequently, if any clauses in this document are modified, particularly those about consumer rights or liability limitations, it is advisable to seek legal advice to ensure that the revised document is legally binding. otherwise, you may be unable to enforce your consumer contracts in the event of a dispute.
properly incorporate your terms and conditions
it is crucial to make sure that your terms and conditions for supply of services to consumers via a website are easily visible and accessible to customers before they place orders for services. additionally, the process by which consumers agree to the terms should be sufficient to indicate their acceptance of the terms and conditions. failure to do so may lead to the terms and conditions not being legally incorporated into your service contracts, making it challenging to enforce them in case of disagreements. for more information, see the faq ‘how do i implement terms and conditions for supply of services to consumers via a website on my website?’.
understand when to seek advice from a lawyer
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if you are unsure whether you need to use these terms and conditions
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if you are unsure whether the services and goods you provide are of a type requiring statutory cancellation rights
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for terms and conditions for the supply of regulated goods or services
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for terms and conditions for services that focus on intellectual property
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if you are selling digital content
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for terms and conditions for the sale of goods or supply of services overseas
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terms and conditions for supply of services to consumers via a website faqs
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what is included in terms and conditions for supply of services to consumers via a website?
this terms and conditions for supply of services to consumers via a website template covers:
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supply of services and contract formation
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price and specification
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delivery
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warranties
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information and cancellation rights which must by law be included in certain consumer contracts
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why do i need terms and conditions for supply of services to consumers via a website?
it's important to use the correct terms and conditions for your situation, depending on the type of sale. these terms and conditions for supply of services to consumers via a website should exclusively be used for the online (ie not in-person) supply of services (ie not the sale of goods) to consumers (ie not business customers).
when conducting sales via a website, there are specific details that must be provided to consumers. these include outlining the terms of the sale (eg pricing and delivery terms), as well as informing consumers of their rights to cancel the supply of services. for more information about the information that consumers must be given, read online business regulations. using transparent and concise terms and conditions for supply of services to consumers via a website is the most effective way to communicate this essential information. it ensures that the terms are an integral part of the contractual relationship between your business and consumers. this can help prevent any future disputes.
if you are selling goods to consumers via a website, you will need specific terms and conditions for sale of goods to consumers via a website. if you are selling goods or supplying services to consumers but aren’t doing so online, make terms and conditions for supply of services to consumers or terms and conditions for sale of goods to consumers. if you provide goods or services to businesses, you need specific terms and conditions. for more information, read how to choose the right terms and conditions. if you require tailor-made t&cs, consider using our bespoke legal drafting service.
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how do i implement terms and conditions for supply of services to consumers via a website on my website?
the terms and conditions for supply of services to consumers via a website must be clearly brought to a customer's attention before a contract is made. this is to ensure that the terms and conditions bind the customer. there are various ways of doing this.
usually, customers are deemed to accept terms and conditions by placing an order. however, the best way to ensure that your terms and conditions are accepted is by requiring a customer to check a box stating that they accept them before an order is placed. ideally, the tick-box will include the terms and conditions or a hyperlink to them, allowing the customer to store and reproduce them at any time.
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what about ancillary goods?
it's advisable to assess whether the services you're offering involve the provision of any supplementary items or materials, such as appliances and materials for fitted kitchens or bathrooms (ie ancillary goods). although many agreements for the provision of services solely encompass the provision of services, others may include ancillary goods. if you are offering ancillary goods, it's imperative to incorporate provisions regarding this into your terms and conditions.
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what statutory rights do consumers have?
under the consumer rights act 2015, consumers benefit from considerable legal protection and statutory rights. compliance with consumer rights is integral to the way a website operates. for example, there must be appropriate and compliant back-office procedures in place to ensure that all orders are confirmed and that any changes to order terms are clearly updated on the website.
you cannot legally change or exclude consumers’ statutory rights. the words 'your statutory rights are not affected' are often used in terms and conditions to ensure that this is understood by consumers. some consumer statutory rights include:
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having purchased services provided with reasonable care and skill
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being able to rely on information, spoken or written, provided about the provision of services pre-contract
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paying a reasonable price for the service provided where a price was not agreed beforehand
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having the service provided within a reasonable time where a timeframe was not agreed beforehand
for more information, read doing business with consumers, supply of services b2c and consumer rights.
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when do i have to refund a consumer?
consumers have the right to cancel orders for services within 14 days of entering into a service contract. this is known as the statutory ‘cooling-off’ period. you will need to provide a full refund.
if the performance of the service has already started, the consumer still has a right to a refund. however, you only have to refund up to the difference between the value of the service provided and the point at which the contract was cancelled. for example, a gym membership could be cancelled and refunded but the consumer could still be charged for the amount of time they used the facility for.
for more information, read supply of services b2c.
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should i provide a guarantee?
there is no legal requirement to provide a guarantee for services. however, you may wish to offer one as part of your customer service. you may wish to provide a guarantee for any ancillary goods if you are in a position to replace or repair them.
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can my terms and conditions for supply of services to consumers via a website set out when payment is required?
your terms and conditions can set out the time period within which payment for services is required. however, the period between payment and performance of the service can't be too far apart (eg 1 year in advance of the service).
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can i charge interest on late payments under these terms and conditions for supply of services to consumers via a website?
your terms and conditions should clearly set out whether you will charge interest on overdue payments. it will be up to the parties to agree on the amount of interest payable. however, the interest rate should not be unfair or unreasonable to the consumer.
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what cancellation rights do consumers have?
consumers have a legal right to cancel a contract within 14 days of entering into it (ie the cooling-off period). if the provision of services includes ancillary goods then the 14-day termination period starts from when the last batch of goods has been received by the consumer.
for more information, read doing business with consumers, supply of services b2c and consumer rights.
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