Consumer Services - Terms and Conditions
1. THESE TERMS
1.1 What these terms cover. These are the terms and conditions on which we supply services to you.
1.2 Why you should read them. Please read these terms carefully before you submit you order to us. These terms tell you who we are, how we will provide 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. We are Bee May EDS Ltd a company registered in England and Wales. Our company registration number is 11592749 and our registered office is at Communication House, Victoria Avenue, Camberley, Surrey, RG15 3HX. Our registered VAT number is 305974701.
2.2 How to contact us. You can contact us by telephoning our consumer service team at 07765233250 or by writing to us at firstname.lastname@example.org.
2.3 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 during your appointment.
2.4 ”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 we will accept your booking. Our acceptance of your booking will take place when we tell you that we are able to provide you with the services, at which point a contract will come into existence between you and us.
4. YOUR RIGHTS TO MAKE CHANGES
4.1 If you wish to make a change to the services 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 services, their timing 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.
5. OUR RIGHTS TO MAKE CHANGES
5.1 Minor changes to the services. We may change the services:
(a) to reflect changes in relevant laws and regulatory requirements.
(b) to implement minor technical adjustments and improvements, for example to address a security threat. These changes will not affect your use of the services.
5.2 More significant changes to the services and these terms. In addition, as we informed you in the description of the services during the booking process, we may make the following changes to these terms and services, but if we do so we will notify you and you may then contact us to end the contract and receive a full refund before the changes take effect.
6. PROVIDING THE SERVICES
6.1 When we will provide the services. We will supply the services to you from [the date set out in the order OR the date we accept your order] [for the time period set out in the order OR until we have completed the services. The estimated completion date for the services is as told to you during the order process. OR until either you end the contract for the services as described in Clause 7 or we end the contract by written notice to you as described in Clause 8].
6.2 We are not responsible for delays outside our control. If our performance of the services is affected by an event outside our control 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 services you have paid for but not received.
6.3 If you do not allow us access to provide services. If you have asked us to provide the services to you at your property and you do not allow us access to your property as arranged (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result. 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 7.3 will apply.
6.4 What will happen if you do not provide required information to us. As we informed you in the description of the services during the booking process, we will need certain information from you so that we can provide the services to you, for example, your yard address, your contact details and your home address. If needed, we will contact you to ask for this information. If you do not, within a reasonable time of us asking for it, provide us with this information, or you provide us with incomplete or incorrect information, we may either end the contract (see Clause 8.1) 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 providing the services late or not providing 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.
6.5 Reasons we may suspend the services. We may have to suspend the services to:
(a) deal with technical problems or make minor technical changes;
(b) update the services to reflect changes in relevant laws and regulatory requirements;
(c) make changes to the services as requested by you or notified by us to you (see Clause 5).
6.6 Your rights if we suspend the services. We will contact you in advance to tell you we will be suspending the services, unless the problem is urgent or an emergency. You may contact us to end the contract if we suspend the services, or tell you we are going to suspend them, and we will refund any sums you have paid in advance for services not provided to you.
6.7 We may also suspend the services if you do not pay. If you do not pay us for the services when you are supposed to (see Clause 10.4) and you still do not make payment within 14 days of us reminding you that payment is due, we will charge interest to your invoice as outlined in Clause 10.
7. YOUR RIGHTS TO END THE CONTRACT
7.1 You can always end the contract before the services have been supplied and paid for. You may contact us at any time up to 24 hours before your appointment time to end the contract for the services, and in these circumstances we may charge you certain sums for doing so, as described below.
7.2 What happens if you have good reason for ending the contract. If you are ending the contract for a reason set out at (a) to (e) below the contract will end immediately and no charges will be incurred. The relevant reasons are:
(a) we have told you about an upcoming change to the services or these terms which you do not agree to (see Clause 5.2);
(b) there is a risk the services may be significantly delayed because of events outside our control;
(c) we suspend the services for technical reasons, or notify you are going to suspend them for technical reasons; or
(d) you have a legal right to end the contract because of something we have done wrong.
7.3 What happens if you end the contract without a good reason. If you are not ending the contract for one of the reasons set out in Clause
7.2, the contract will end immediately but we may charge you a 50% cancellation fee as compensation for the net costs we will incur as a result of your ending the contract.
8. OUR RIGHTS TO END THE CONTRACT
8.1 We may end the contract if you break it. We may end the contract at any time by writing to you if:
(a) you do not make any payment to us when it is due and you still do not make payment within 30 days of us reminding you that payment is due;
(b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the services, for example, your yard address, your contact details and your home address;
(c) you do not, within a reasonable time, give us access to your property to enable us to provide the services to you.
8.2 You must compensate us if you break the contract. If we end the contract in the situations set out in Clause 8.1 we will refund any money you have paid in advance for services we have not provided but we may deduct or charge you a 50% fee as compensation for the net costs we will incur as a result of your breaking the contract.
9. IF THERE IS A PROBLEM WITH THE SERVICES
9.1 How to tell us about problems. If you have any questions or complaints about the services, please contact us. You can contact us by telephoning our consumer service team at 07765 233250 or by writing to us at email@example.com.
9.2 Summary of your legal rights. See the box below for a summary of your key legal rights in relation to the services. Nothing in these terms will affect your legal rights.
Summary of your key legal rights
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
The Consumer Rights Act 2015 says:
you can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it.
if you haven’t agreed a price beforehand, what you’re asked to pay must be reasonable.
if you haven’t agreed a time beforehand, it must be carried out within a reasonable time.
9.3 Our guarantee in addition to your legal rights. We offer the following goodwill guarantee which is in addition to your legal rights (as described in Clause 9.2) and does not affect them. In the unlikely event there is any issue with the services:
(a) in all circumstances we will use every effort to repair or fix the issue, without significant inconvenience to you, as soon as we reasonably can.
9.4 Transferring our guarantee. You may transfer our guarantee at Clause 9.3 to a person who has acquired any equine in respect of which we have provided the services, provided acquisition has taken place within 6 months of the most recent provision of services. We may require the person to whom the guarantee is transferred to provide reasonable evidence that they are now the owner of the relevant item or property, for example by details of the previous owner, purchase date, equine information.
10. PRICE AND PAYMENT
10.1 Where to find the price for the services. The price of the services (which includes VAT) will be the price set out during the booking process. We take all reasonable care to ensure that the prices of services advised to you are correct. However please see Clause 10.3 for what happens if we discover an error in the price of the services you order.
10.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we provide the services, your quoted price will not be affected.
10.3 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the services we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the service’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the service’s correct price at your order date is higher than the price stated during booking, 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 not perform the services.
10.4 When you must pay and how you must pay. Payment must be made at the time of services being provided. Payment can be made by cash or cheque. Payment by BACCS is only accepted by prior arrangement, and must be paid in advance of the services. You must pay each invoice within 14 calendar days after the date of the invoice.
10.5 We can charge interest if you pay late. If you do not make any payment to us by the due date (see Clause 10.4) we may charge interest to you on the overdue amount at the rate of £5 a day. 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. If payment is not made within 30 calendar days, a debt recovery process will be initialised which may incur further costs payable by you.
10.6 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.
11. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
11.1 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 happen, for example, if you discussed it with us during the sales process.
11.2 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 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 services as summarised at Clause 9.2.
11.3 When we are liable for damage to your property. If we are providing services in your property, we will make good any damage to your property caused exclusively by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults, damage to your property that we discover while providing the services, or damage caused by your equine during the process of treatment.
11.4 We are not liable for business losses. We only supply the services for domestic and private use. If you use the services 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.
12. HOW WE MAY USE YOUR PERSONAL INFORMATION
13. OTHER IMPORTANT TERMS
13.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract. If you are unhappy with the transfer you may contact us to end the contract within 14 days of us telling you about it and we will refund you any payments you have made in advance for services not provided.
13.2 You may only transfer your rights under our guarantee to someone else. You may only transfer your rights or your obligations under these terms to another person with our written consent. We may withhold our consent if terms of the transfer are found to be unacceptable for ethical or dental reasons that do not meet our standards of care. However, you do not need our consent to transfer the benefit of our guarantee in Clause 9.3 (see Clause 9.4).
13.3 Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need the consent of any person acquiring rights under our guarantee to end the contract or make any changes to these terms.
13.4 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.
13.5 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 or 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 services, we can still require you to make the payment at a later date.
13.6 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the services in the English courts. If you live in Scotland you can bring legal proceedings in respect of the services in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the services in either the Northern Irish or the English courts.
13.7 Alternative dispute resolution. 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 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 VCMS via their website at www.vetmediation.co.uk.