Terms of Service
Version 2.4. Effective from 18 October 2026. Last updated 18 October 2026. These terms apply to orders placed and bookings made on or after that date. Earlier orders remain subject to the terms in force when they were placed.
1. About Us and These Terms
1.1 These Terms of Service (“Terms”) govern the supply of goods and services by Tiny Build Electrics Ltd (“we”, “us”, “our”), a company registered in England and Wales (company number 13337413), registered office Unit 6 Mill Farm Yard, Sonning Eye, Reading, Berkshire, RG4 6TR. VAT number GB 362 7293 82. Our workshop, and our address for customer correspondence and returns, is Workshop 1, Moss Howe Farm, Witherslack, Cumbria, LA11 6SA. We are an Authorised Victron Energy Installer & Dealer.
1.2 You can contact us at [email protected], on 01539 761 467, or on WhatsApp at +44 1539 761467. “In writing” includes email and WhatsApp messages.
1.3 These Terms apply together with our Returns Policy, Store Policy and Privacy Policy, and with any quotation, booking confirmation or invoice we issue to you. If a quotation or booking confirmation says something different from these Terms, the quotation or booking confirmation applies for that order.
1.4 Consumers and business customers. Some parts of these Terms apply differently depending on whether you are a consumer (an individual buying wholly or mainly for purposes outside your trade, business, craft or profession) or a business customer (anyone else, including converters, installers, hire fleets, glamping and holiday-let operators, and companies). Where a clause applies to only one of these, it says so.
1.5 Your statutory rights. If you are a consumer, you have legal rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in these Terms affects those rights. For more information, contact Citizens Advice.
1.6 Where we work. We carry out installations and any on-site work in the UK only. If you are outside the UK, you can still buy kits and materials from us, together with wiring diagrams, technical support, access to our WhatsApp community and remote commissioning, but we do not carry out installations outside the UK (see 6.6).
2. Definitions
- “Goods” means any products we sell, including kits, components, cable, pre-crimped assemblies and materials.
- “Services” means any consultation, power audit, design, wiring diagram, commissioning, remote support, inspection, testing or installation work we carry out.
- “Project” means the vehicle, cabin, tiny home or other building or application for which Goods or Services are supplied.
- “Contract” means the contract between you and us for the supply of Goods and/or Services, formed as described in Section 3.
- “Bespoke Work” means anything made, cut, assembled, configured or modified to your specification or for your Project, including mounting boards, system panels, wiring harnesses, cut cable with lugs or terminals fitted, designs and wiring diagrams.
- “Pre-Fabricated System Panel” means a wiring or system panel (standard or bespoke) that we supply as a standalone product for you or your installer to install. A Project where we design and install the complete system is not a Pre-Fabricated System Panel.
- “Self-Build Kit” means a kit of Goods we supply for you, or your own installer, to fit, with the design and support described in Section 11.
- “Design Materials” means power audits, system designs, specifications, wiring diagrams, build guides and similar documents we prepare.
- “Working Day” means Monday to Friday, excluding bank holidays in England.
3. Orders, Quotations and Formation of the Contract
3.1 Quotations are valid for 30 days unless stated otherwise, and are based on the information you give us. Component availability and prices may change after that period.
3.2 An order confirmation email, or our receipt of payment, confirms only that we have received your order. The Contract is formed when we confirm acceptance (for example, by dispatching the Goods, confirming your booking, or starting the Services).
3.3 We may decline an order before the Contract is formed, including where an item is listed at an incorrect price or with an incorrect description because of an obvious error. If we have taken payment for an order we decline, we will refund it in full.
3.4 Any change to an agreed scope, specification or quotation (a “Variation”) must be agreed in writing before the work is done. Variations may change the price and timescale.
4. Prices and Payment
4.1 Prices on our website are in pounds sterling and include VAT where applicable, unless they are clearly marked as excluding VAT. Delivery charges are shown at checkout before you pay. Installation prices are all-in prices, as explained in 8.1.
4.2 Payment is due as stated on the website, quotation, booking confirmation or invoice. Online payments are processed securely by Stripe; we do not store your card details.
4.3 For installation work, the deposit and balance terms in Section 8 apply. We may hold completed work, a Project in our workshop, or Design Materials until payment due for them has been received in full.
4.4 Business customers: if an invoice is not paid when due, we may charge interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.
5. Your Responsibilities and Information
5.1 You must give us accurate, complete and timely information, including your loads and intended use, Project dimensions and layout, furniture and cabinet positions, clearances, vehicle details, and any existing equipment.
5.2 We will rely on that information. We are not responsible for problems caused by information that is missing, inaccurate or late, and any extra work needed as a result may be charged as a Variation.
5.3 Instructions, dimensions and requirements must be confirmed in writing. Verbal discussions are not binding on us unless we confirm them in writing.
6. Online Store Orders and Pre-Fabricated System Panels
6.1 This Section applies to Goods bought through our online store or supplied as part of a component quotation (including Self-Build Kits), and to Pre-Fabricated System Panels.
6.2 Dispatch. Estimated dispatch and delivery times are given in our Store Policy and at checkout. Parcels are sent by tracked courier (usually FedEx, or Royal Mail for small items). Heavy or bulky items are sent by tracked Pallex pallet delivery to the kerbside, as described in our Store Policy. The delivery method and charge are worked out at checkout from the items in your basket. Goods may be sent from our workshop or from our UK warehouse partners, always as a Tiny Build Electrics order, and an order may arrive in more than one delivery. We will email you when each delivery is dispatched, with tracking and a list of the items in it.
6.3 Delivery. If you are a consumer and we do not deliver within the time agreed (or, if none was agreed, within 30 days of the Contract), your rights under section 28 of the Consumer Rights Act 2015 apply.
6.4 Risk and ownership. Risk in the Goods passes to you when they are delivered to you, or to a person you have nominated to receive them, or when you collect them. Ownership passes to you when we have received payment in full.
6.5 Pre-Fabricated System Panels: our Workmanship Warranty (Section 16) covers the wiring and assembly work we carry out on the panel before dispatch. It does not cover installation of the panel into your Project. Components remain covered under Section 15.
6.6 Orders from outside the UK. Our online store delivers to UK addresses. If you are outside the UK, contact us and we can quote for kits and materials, wiring diagrams, technical support and remote commissioning. You are responsible for any import duties, taxes and customs charges, and for having the kit fitted by a competent local installer in line with the rules where your Project is located. We do not carry out installations outside the UK.
6A. Delivery, Inspection and Shortages
Your dispatch and delivery emails. When your order is dispatched we will email you a list of the items in that delivery (“Dispatch Note”). Items shown as “still to follow” or on back order are not part of that delivery and do not need to be reported.
Signing for your delivery. Where the courier asks for a signature, please check that the number of parcels or pallets is correct and that the packaging is undamaged before signing. If anything is missing or damaged, please note this on the courier’s device or delivery note (for example, “1 box missing” or “packaging damaged”), or refuse the damaged item. If you sign for a delivery without noting any issue, we will treat that signature as evidence that the correct number of packages arrived with no visible damage to the packaging, unless you show otherwise.
Checking the contents: report by 5pm the next Working Day. You must unpack and check the Goods against the Dispatch Note, and tell us in writing (by email to [email protected] or by replying to your delivery email) of any item that is missing, incorrect, or visibly damaged by 5pm (UK time) on the next Working Day after delivery (the “Reporting Window”). For example, a delivery on a Friday must be reported by 5pm on the following Monday, or the Tuesday if that Monday is a bank holiday. Please quote your invoice number and, where possible, include photographs of the items and packaging. Where we do not receive a delivery confirmation from the courier, the Reporting Window runs from the date and time shown in our delivery email, unless your order actually reached you later, in which case please tell us when it arrived and the Reporting Window will run from then.
Why this matters. Our stock, packing and courier records are reconciled shortly after each delivery. A prompt report allows us to investigate with the courier and our warehouse while the evidence is available, and to send replacements quickly. Please keep all packaging until you have finished checking your order.
Visible transit damage. If a parcel or pallet arrives visibly damaged, please photograph the packaging before you unpack it and tell us the same day where practicable, and in any event within the Reporting Window. Our own suppliers and couriers require damage to be reported very quickly, so a same-day report gives us the best chance of resolving it for you.
If you are a consumer. If you do not notify us of a shortage, incorrect item or visible damage within the Reporting Window, we will treat the delivery as complete and in good order unless you can show otherwise. A report made after the Reporting Window will still be considered, but we may ask for further evidence, and we may be unable to recover the item from the courier or warehouse; claims may be reduced or rejected where our ability to investigate or put things right has been prejudiced by the delay. This does not apply to faults or defects that could not reasonably have been discovered on an initial check, which you should report as soon as reasonably possible after you discover them. Nothing in this Section 6A affects your statutory rights under the Consumer Rights Act 2015, including your rights where Goods are not delivered, are faulty, or are not as described.
If you are buying as a business. If you buy in the course of a business (including as a trader, installer, converter or company), the following applies instead of the consumer paragraph above: (a) you must inspect the Goods and give us written notice of any shortage, incorrect item or damage that would be apparent on reasonable inspection within the Reporting Window; (b) if you do not, you will be deemed to have accepted the Goods as delivered in full, in the correct quantities and free from visible damage, for the purposes of section 35 of the Sale of Goods Act 1979; and (c) we shall have no liability for any such shortage, incorrect item or damage notified after the Reporting Window. Our liability for a shortage or incorrect item notified in time is limited, at our option, to supplying the missing or correct item or crediting its price. This paragraph does not apply to latent defects not reasonably discoverable on inspection, which remain subject to Sections 15 and 16.
Non-delivery. If your tracking shows your order as delivered but you have not received it, please tell us within the Reporting Window so that we can open an investigation with the courier. Courier investigations can take up to 10 Working Days; we will keep you updated and will send a replacement or refund once the investigation is complete, or sooner where we reasonably can.
7. Your Right to Cancel (Consumers)
7.1 If you are a consumer and your Contract was made online, by phone, by email or otherwise away from our premises, you have a legal right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, as follows.
7.2 Goods: you may cancel within 14 days starting the day after you (or someone you nominate) receive the Goods, or the last item or delivery where an order arrives in parts. How to return Goods, and how refunds and deductions work, is set out in our Returns Policy.
7.3 Services: you may cancel within 14 days starting the day after the Contract is made. If you ask us to start the Services within that 14-day period, you must pay for the Services provided up to the time you tell us you are cancelling, in proportion to the full Contract. Once the Services have been fully performed at your request within the 14-day period, you lose the right to cancel. For a consultation, the Service is fully performed when the call ends.
7.4 Exceptions: the right to cancel does not apply to Goods made to your specifications or clearly personalised (including Bespoke Work such as cut cable with lugs fitted, harnesses, and system panels that are built, configured or modified to order for you), Goods which by their nature become inseparably mixed with other items after delivery (for example, once installed), sealed Goods unsealed after delivery that are not suitable for return for health protection or hygiene reasons, or Services fully performed as described in 7.3. Standard stock items that have not been made or altered for you can be cancelled in the usual way.
7.5 To cancel, tell us clearly in writing at [email protected] (you may use the model cancellation form in our Returns Policy, but you do not have to). We will refund you within 14 days as set out in the Regulations.
7.6 Outside the statutory cancellation period, or where you are a business customer, cancellations are dealt with under Sections 8 to 11 and our Returns Policy.
8. Installation Services
8.1 Scope and price. Our installations are supply-and-fit. We supply every part and fit it ourselves, and each installation is quoted as one all-in price covering the Victron parts and other components and materials, fitting, testing and certification, as set out in your quotation. Materials are not quoted or charged separately. Where a quotation or our website shows a labour figure, it is an indicative breakdown of the all-in price only; labour is not sold on its own. We do not offer a labour-only service, and we do not fit parts or kit supplied by you or anyone else (Section 14).
8.1B Where the work is done. Installation work is carried out at our workshop in Witherslack, Cumbria. On-site work is available only on request and is subject to our review of the Project, the location and the work involved; we will confirm in writing if we can offer it. We only carry out installations in the UK (see 1.6).
8.1A Installations and DIY self-build kits. Installations are a separate service from our DIY self-build kits (Section 11). A self-build kit is supply-only: we supply the kit and you, or your own installer, fit it (Section 13). If you buy a kit and later want us to install a system for you, you can book an installation separately. It is quoted and billed separately from your kit.
8.2 Booking and deposit. A deposit is required to secure an installation slot, and it secures your installation date. For most installations the deposit is £500. For larger Projects, because of the value of the parts we order for you, your quotation may instead ask for a deposit of up to 50% of the quoted price. The deposit amount is always shown on your quotation and deposit invoice. We invoice it through Xero, and you can pay it by bank transfer or card. Your slot is confirmed when we receive the deposit and send a booking confirmation. The deposit is shown on your final invoice and deducted in full from it. The balance is due before your Project leaves our workshop (or on completion for on-site work).
8.3 Materials. Once you confirm your quotation we may order the materials for your Project. Where we have ordered Goods specifically for your Project, you agree to pay for them if you cancel, less any amount we recover by returning them to our distributor or reselling them.
8.4 Cancelling or moving your booking. Your statutory cancellation rights under Section 7 apply. After that period: (a) if you cancel or move your booking with at least 28 days’ notice before the booked start date, we will transfer your deposit to a new date, or refund it less any reasonable costs already incurred (such as materials ordered under 8.3 that cannot be returned and design work completed); (b) if you cancel with less than 28 days’ notice, or do not bring the Project on the booked date, we may keep the deposit to cover the loss of the booked workshop time, which we may be unable to fill at short notice. We will refund any part of the deposit that exceeds our actual loss. We will always try to rebook the slot.
8.5 If we need to move your booking (for example, because of illness, parts delays or events outside our control), we will tell you as soon as possible and offer the next available date. If the new date is not acceptable to you, you may cancel and receive a full refund of your deposit and of any payment for Goods not yet delivered.
8.6 Your Project. You must deliver the Project on the agreed date with the access, keys, documents and condition agreed. You remain responsible for insuring your Project while it is with us. We will take dated photographs of the Project on arrival, before work starts and on completion, and may rely on this record as evidence of its condition.
8.7 Unforeseen issues. If we find pre-existing faults, unsafe work or conditions not reasonably apparent when we quoted, we will tell you and agree any Variation before carrying out extra work, except where immediate action is needed to make the system safe.
8.8 Collection and storage. Please collect your Project within 5 Working Days of our notice that it is ready. Our workshop has limited secure covered space, and a Project left with us occupies space needed for other booked work and remains our responsibility to secure and protect. If you do not collect it within that period, we may charge storage of £40 per day (including VAT) from the day after the period ends, after reminding you in writing. This reflects the cost of the space, the displaced workshop time and the additional security and handling. If a Project is not collected within 3 months of our written notice, we may exercise our rights under the Torts (Interference with Goods) Act 1977 and recover our charges from any proceeds.
8A. Handover and Acceptance (Installations)
8A.1 On collection or handover, we will demonstrate the system and provide the relevant certificate and documentation.
8A.2 Please check the installation and your Project at handover, and tell us in writing within 48 hours of collection or handover about any visible issue with the installation, or any damage you believe happened while the Project was with us, with photographs where possible.
8A.3 Consumers: if you do not raise an issue within 48 hours, we will treat the installation as accepted and the Project as returned in the condition recorded in our completion photographs, unless you show otherwise. Later reports will still be considered, but claims may be reduced or rejected where the delay prevents us from establishing what happened (for example, because the Project has since been used, driven or modified). Faults that are not visible at handover are covered by Section 16 and your statutory rights, and should be reported as soon as reasonably possible after you notice them.
8A.4 Business customers: if you do not notify us within 48 hours, the installation is deemed accepted, and we will have no liability for damage to the Project alleged to have occurred while it was in our care. Latent defects in our workmanship remain covered by Section 16.
8A.5 Damage we cause. If we damage your Project through our negligence, we will repair or make good the damage at our cost, or compensate you for it, subject to Section 17.
8A.6 Damage not caused by us. We are not responsible for damage that was present before we started (whether or not shown in our arrival record), results from a pre-existing fault, wear or defect in the Project, is caused by you, a third party or a third-party component (see Section 14), or occurs after handover.
9. Inspection and Testing
9.0 Our work is carried out by qualified electricians who have completed NCC-accredited training. We are not registered with a competent person scheme (such as NICEIC or NAPIT), so we do not self-certify notifiable work in buildings under Part P of the Building Regulations; where such certification is needed, we will tell you before work starts.
9.1 Our inspection and testing service is a fixed price shown on our website (currently £295) and includes the inspection, testing and an Electrical Installation Condition Report (EICR) or equivalent report, assessed against BS 7671 and other relevant standards where applicable. Inspections take place at our workshop; on-site inspection is available only on request, subject to review. If we find anything that needs putting right, we will report it and can quote for supply-and-fit work using our own parts (Section 14).
9.2 A report records the condition of the system at the time of inspection, within the limitations stated in it. Any modification, addition or repair after the report is issued means the report no longer reflects the system and should not be relied on. We are not liable for reliance on a report after such a change.
9.3 If we find a danger, we will tell you and may recommend the system is isolated until it is made safe. Following that advice is your responsibility.
10. Consultations, Remote Commissioning and Remote Support
10.0 Free call. Our free 30-minute call is a no-obligation call to talk through your Project and the right next step. It costs nothing and is general guidance only (see 10.2).
10.1 Paid consultations are delivered by video call and paid for when you book (currently £45 for 30 minutes, £60 for 45 minutes and £80 for 60 minutes). You may move or cancel a consultation free of charge with at least 24 hours’ notice. With less notice, or if you do not attend, we may treat the consultation as used, subject to your statutory rights under Section 7. If we need to cancel, we will offer a new time or a full refund.
10.2 Advice is given in good faith based on the information you provide during the call. It is general guidance for your Project, not a full design, specification, inspection or certification, unless we agree that in writing. You remain responsible for checking that advice is suitable for your Project and for having the work carried out and verified as described in Section 13.
10.3 Remote commissioning and support. Remote commissioning, monitoring and support are provided for compatible Victron systems connected to the Victron Remote Management (VRM) portal through a GX device and a working internet connection, which you are responsible for providing. You must be present with the system during commissioning and follow our instructions. Remote commissioning covers configuration and settings checks that can be carried out remotely. It is not a physical inspection or test of the installation and does not certify that the installation is safe or compliant. Any physical work identified remains your responsibility. Remote commissioning bought on its own is priced as shown on our website (currently £195). It is included with Self-Build Kits (Section 11).
10.4 Remote monitoring and support run for the period stated when you buy (normally 12 months from setup or commissioning) and are provided during our normal working hours by email or as described on the relevant service page. They are not an emergency service. To let us support you, you grant us access to your VRM installation for that period; you can remove our access at any time.
11. DIY Self-Build Kits
11.1 When you buy a Self-Build Kit from us, the following are included in the kit price at no extra charge: a free power audit and consultation, a component quote, a system design, a bespoke wiring diagram and build guide matched to your kit, remote commissioning once your system is built, 12 months of remote VRM support from commissioning, and access to our WhatsApp community. There is no separate package fee and nothing to pay upfront. Self-Build Kits are supply-only and are fitted by you or your own installer. Installation by us is a separate supply-and-fit service (Section 8), quoted and billed separately.
11.2 The wiring diagram and build guide are released once you have paid for your components through us.
11.3 Remote commissioning included with a kit must be used within 12 months of purchase. After that, it is no longer included and our standard remote commissioning and support prices apply.
11.4 The design is based on the information from your power audit and on the components we supply. If you change, substitute or add components, or your Project changes, the design may no longer be valid; we may charge to revise it.
11.5 Returns of kit components are dealt with under our Returns Policy. Because the design and support are included with your kit, there is no separate fee or deposit to refund. If you decide not to buy your kit through us, you owe us nothing for the free call or design, but the wiring diagram and build guide are not released (see 11.2).
11.6 You (or your installer) carry out the installation. Section 13 applies. Self-Build Kits are also available to customers outside the UK on the basis set out in 6.6.
12. Designs, Wiring Diagrams and Intellectual Property
12.1 We (or our licensors) own all copyright and other intellectual property rights in our Design Materials, guides and website content.
12.2 Once you have paid in full, we grant you a non-exclusive, non-transferable licence to use the Design Materials for building, installing, maintaining and inspecting the single Project they were prepared for. You may share them with an electrician, installer, inspector, insurer or future owner of that Project for those purposes.
12.3 You must not sell, publish, share online, or reuse the Design Materials for any other project, or use them to build systems for others, without our written permission.
13. Installation Carried Out by You or Your Installer
13.1 Where you, or anyone other than us, install Goods, a Pre-Fabricated System Panel, or a system based on our Design Materials or advice, you are responsible for that installation and for making sure it is carried out by a competent person in line with the manufacturer’s instructions (including Victron Energy’s manuals), BS 7671 and other applicable standards (such as BS EN 1648-2 for leisure accommodation vehicles), and any building regulations (including Part P in England and Wales for fixed buildings) or other legal requirements that apply, including the equivalent rules in the country where your Project is located.
13.2 Electrical systems, including lithium batteries, inverters and mains (230V AC) circuits, can cause fire, injury or death if installed incorrectly. Mains (230V AC) work and its testing and certification should be carried out by a qualified electrician. We strongly recommend having your completed system inspected and tested.
13.3 We are responsible for the accuracy of our Design Materials and advice, prepared with reasonable care and skill. We are not responsible for loss or damage caused by installation errors, departures from our Design Materials or the manufacturer’s instructions, substituted components, or work that has not been inspected and tested, by anyone other than us.
14. Supply-and-Fit Only and Third-Party Modifications
14.1 We work on a supply-and-fit basis only. On every installation we carry out, we supply and fit all of the parts ourselves. We do not fit parts, components or kit supplied by you or by anyone else.
14.2 We are not responsible for faults caused by modifications or repairs carried out by anyone other than us after handover, or for their effect on any certificate or report we issued (see 9.2).
15. Manufacturer’s Warranties
15.1 Many Goods come with a manufacturer’s warranty, whose terms are set by the manufacturer. We will help you make a claim, and the manufacturer’s decision applies to the warranty.
15.2 A manufacturer’s warranty is in addition to your statutory rights against us as the seller. If you are a consumer and Goods are faulty, your rights under the Consumer Rights Act 2015 apply (see our Returns Policy).
15.3 Business customers: to the extent permitted by law, our liability for defective Goods is limited to passing on the benefit of the manufacturer’s warranty and, at our option, repairing, replacing or crediting the price of the defective Goods.
16. Workmanship Warranty
16.1 We warrant our installation workmanship for 12 months from collection or handover. If a fault arises in that period because of defective workmanship by us, we will put it right at no cost to you, including reasonable return of the Project to our workshop where we agree it is needed.
16.2 For Pre-Fabricated System Panels, this warranty covers our wiring and assembly work on the panel before dispatch only. Mounting boards and other custom-fabricated components of bespoke panels are covered for defects in materials and workmanship under your statutory rights, not this warranty.
16.3 This warranty does not cover normal wear and tear; accidental damage, misuse or neglect; modification or repair by anyone other than us; faults caused by parts or kit not supplied by us (Section 14); or parts of the Project we did not install. Components are covered by Section 15.
16.4 To claim, tell us in writing and, where reasonably needed, make the Project available to us for inspection. Where the cause of a serious failure is unclear, we will work with you and, where relevant, the manufacturer to establish the cause before repair costs are agreed.
16.5 This warranty is in addition to, and does not affect, your statutory rights.
17. Limitation of Liability
17.1 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be excluded or limited by law, including your statutory rights as a consumer.
17.2 Consumers. We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these Terms or failing to use reasonable care and skill. We are not responsible for loss that was not foreseeable, for loss caused by events outside our control (Section 18), or for business losses. Our total liability for loss of or damage to your Project or other property caused by our negligence is limited to £250,000 per claim. Our liability for any other loss is limited to the greater of the total price paid under the Contract and £5,000.
17.3 Business customers. We are not liable for loss of profit, revenue, business, bookings, contracts, goodwill or data, or for any indirect or consequential loss. Our total liability under or in connection with each Contract, whether in contract, tort (including negligence) or otherwise, is limited to £250,000 for physical loss of or damage to property and, for all other loss, to the total price paid under that Contract.
17.4 You should have suitable insurance for your Project, including while it is in our care or in transit.
18. Events Outside Our Control
We are not liable for delay or failure to perform caused by events outside our reasonable control, including courier or distributor delays, stock shortages at manufacturers, extreme weather, illness, power or network failure, or industrial action. We will tell you as soon as reasonably possible and take reasonable steps to minimise the effect. If the delay is significant, you may cancel and receive a refund for Goods or Services not yet provided.
19. Complaints
19.1 Please email your complaint to [email protected], explaining the issue and the outcome you want.
19.2 We will acknowledge it within 2 Working Days and aim to give a written response within 10 Working Days. If you are not satisfied, you may ask for a formal review, and we will give a final written response within a further 10 Working Days.
19.3 We are not currently a member of an alternative dispute resolution (ADR) scheme and are not obliged by law or any trade association to use one. If you remain dissatisfied after our final response, we may, at our discretion, agree to refer the dispute to an independent ADR provider; otherwise you can seek advice from Citizens Advice (citizensadvice.org.uk, 0808 223 1133) or bring a claim in the courts, including the small claims track. Your statutory rights are not affected.
20. General
20.1 Personal data. We use your personal data as set out in our Privacy Policy.
20.2 Website use. By ordering or booking you confirm you are at least 18 years old and able to enter into a binding contract. Our website content, including text, images, guides and designs, is owned by or licensed to us and must not be copied without our written permission.
20.3 Transfer. We may transfer our rights and obligations to another organisation and will tell you if we do; if you are a consumer and are unhappy with the transfer, you may end the Contract and receive a refund for anything not yet provided. You may transfer your rights only with our written consent.
20.4 Third parties. No one other than you and us has any right to enforce these Terms.
20.5 Severability. If any part of these Terms is found to be invalid or unenforceable, the rest will continue to apply.
20.6 Delay in enforcing. If we do not insist immediately on you doing something you are required to do, we can still require it later.
20.7 Entire agreement (business customers). For business customers, these Terms and the documents in 1.3 are the entire agreement between us and replace any earlier arrangement. Your own terms do not apply.
20.8 Changes. We may update these Terms from time to time. The version in force when you place your order or make your booking applies to that Contract.
21. Governing Law and Jurisdiction
These Terms and any dispute arising from them are governed by the law of England and Wales. If you are a consumer, you may bring proceedings in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in the courts of your home country. If you are a business customer, the courts of England and Wales have exclusive jurisdiction.