Compassionunderstood.com is a site (“the Site”) operated by Compassion Understood Limited ("we"). We are a limited company registered in England and Wales under company number 9732916 and have our registered office and main trading address at First Floor, Black Country House, Rounds Green Road, Oldbury, West Midlands, B69 2DG. Our VAT number is 224158820.

Our terms and conditions are split into three areas:

1. THESE TERMS

1.1 What these terms cover. These are the terms and conditions on which we supply products (whether these are goods or digital content) or services to you where you are buying as a business. 

1.2 Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. 

2. INFORMATION ABOUT US AND HOW TO CONTACT US

2.1 Who we are. We are Compassion Understood Limited, a company registered in England and Wales. Our company registration number is 9732916 and our registered office is at First Floor, Black Country House, Rounds Green Road, Oldbury, West Midlands, B69 2DG. Our registered VAT number is 224158820. 

2.2 How to contact us. You can contact us by telephoning our customer service team on 01788 228811 or by writing to us at Unit 8, Davy Court, Central Park, Rugby, Warwickshire, CV23 0UZ or by email to info@compassionunderstood.com.

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 in your order. 

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

3. BASIS OF CONTRACT

3.1 These terms, our Privacy Policy and Website Use Terms and Conditions constitute the entire agreement between you and us and supersede and extinguish all previous agreements, promises, assurances, warranties, representations and understandings between us, whether written or oral, relating to its subject matter.

3.2 You acknowledge that in entering into any contract for products or services with us you do not rely on any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in these terms or our Privacy Policy or Website Use Terms and Conditions.

3.3 You and we agree that neither of us shall have any claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in the contract.

3.4 Any individual concluding a contract with us on behalf of a business or company must be authorised to bind the company or business and we rely on any such person being so authorised.  

4. HOW THE CONTRACT IS FORMED

4.1 How we will accept your order. Our acceptance of your order will take place when we email you to accept it, as provided in clause 4.3, at which point a contract will come into existence between you and us. 

4.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product or service. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or service or because we are unable to meet a delivery deadline. 

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

4.4 We only sell to the UK. Our website is solely for the promotion of our products and services in the United Kingdom of Great Britain and Northern Ireland (UK) and unless otherwise agreed, we do not deliver to addresses outside of the UK.  If you would like to enquire about or place an order for our products or services for delivery outside of the United Kingdom, please contact us.

4.5 When ordering online, our website will take you through the steps you need to take to place an order with us.  The ordering process allows you to check and amend any entries before submitting your order to us.  Please take the time to read and check your order at each stage of the order process.

5. OUR PRODUCTS

5.1 Products may vary slightly from their pictures. Any images of the products on our website are for illustrative purposes only.  Your product may vary slightly from those images. 

5.2 Product packaging may vary. The packaging of the product may vary from that shown on images on our website. 

6. YOUR RIGHTS TO MAKE CHANGES

Where a product or service you have ordered is one of a range of similar products or services we supply and you wish to make a change to the product or service you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product or service, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

7. OUR RIGHTS TO MAKE CHANGES

7.1 Minor changes to the products or services. We may change the product or service: 

(a) if necessary to comply with changes in relevant laws and regulations; and 

(b) to make minor technical adjustments and improvements, for example to address a security threat. 

Where these changes are minor and do not affect your use of the product we may do this without seeking your approval.

7.2 More significant changes to the products or services and these terms. Where we have informed you in the description of the product or service on our website that we may make further changes to a product or service or where a proposed change is more likely to have a noticeable effect on your use of the product or service, we will, where possible, check with you before supplying and give you the opportunity to contact us to end the contract and receive a full refund before the changes take effect.

7.3 Updates to digital content. We may update or require you to update digital content, provided that the digital content still matches the description we gave you before you bought it. 

7.4 Changes to Terms: 

(a) we may amend these terms from time to time.  The terms show when they were last updated and which terms were changed; 

(b) subject to clause 7.4(c), every time you order products from us, the terms in force at the time of your order will apply to the contract between you and us;

(c) we may revise these terms as they apply to your order from time to time.  If we revise these terms as they apply to your order, we will contact you to give you reasonable advance notice of the proposed changes and let you know how to cancel the contract if you are not happy with the changes.  

8. DELIVERY OF PRODUCTS

8.1 Delivery costs. The costs of delivery for our products, where applicable, are as shown on our website.

8.2 Delivery Date 

(a) If the products are goods. We will advise you an estimated delivery date when confirming your order.  The date indicated is approximate only.

(b) If you are buying one-off services. We will begin the services on the date set out in the order or agreed during the order process. 

(c) If the product is a one-off purchase of digital content. We will make the digital content available for download by you as soon as we accept your order.

(d) If you are buying services or a subscription to receive goods or digital content. We will supply the services, goods or digital content to you until either the services are completed or the subscription expires (if applicable) or you end the contract as described in clause 9 or we end the contract by written notice to you as described in clause 10.

Time of delivery shall not be of the essence in relation to our supply of products or services.

8.3 We are not responsible for delays outside our control. If our supply of the products or services is delayed 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 of at least 4 weeks from the anticpated delivery date stated on the order acknowledgement delay you may contact us to end the contract and receive a refund for any products or services you have paid for but not received. 

8.4 Delivery: subject to clause 4.4 and unless otherwise agreed in writing, we will arrange delivery to the UK delivery address stated in the order.

8.5 If you do not accept delivery of the products or services or, where applicable, collect the products as arranged we will contact you for further instructions and we may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may treat this as a breach of the contract by you entitling us to end the contract and (without prejudice to our other legal rights) claim payment for the product or service and costs due to us.

8.6 When you become responsible for the product. The product will be your responsibility and at your risk from the time we deliver the product to the delivery address or you or a carrier organised by you collect it from us.

8.7 When the goods become yours. A product we have sold becomes yours and title passes to you only once we have received payment in full.

8.8 If we need more information from you. Where we need information from you so that we can supply products or services to you, this will be stated in the description of the products or services on our website or we will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either terminate the contract 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 liable for supplying products or services late if this is caused by your not giving us the information we need within a reasonable time of our asking for it. 

8.9 Reasons we may delay the supply of products or services to you. We may have to delay the supply of a product or service for a variety of reasons including but not only:

(a) to deal with technical problems or make minor technical changes;

(b) to update the product or service to reflect changes in relevant laws and regulatory requirements;

(c) to make changes to the product or service as requested by you or notified by us to you (see clause 7); or 

(d) as a result of delays in supply to us by our suppliers or contractors.

8.10Your rights if we delay the supply of products or services. We will contact you in advance to tell you we will be suspending supply of the product or service, unless the problem is urgent or an emergency.  You may contact us to end the contract for a product or service if we suspend it, or tell you we are going to suspend it, in each case for a period of more than three weeks and we will refund any sums you have paid in advance for the product or service in respect of the period after you end the contract.  Other than as provided in this clause, if we fail to supply any product or service, our liability to you shall be limited to the costs and expenses of obtaining replacement goods or services of similar description and quality in the cheapest market available less the price of the product or service in question.

8.11We may also suspend supply of the products or services if you do not pay. If you do not pay us for the products or services when you are supposed to (see clause 13.3) we may suspend supply of the products or services until you have paid us the outstanding amounts.  As well as suspending the products and services we can also charge you interest on your overdue payments (see clause 13.4).  

9. RIGHTS TO END THE CONTRACT

9.1 Cancelling your contract with us.  Your rights to end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

(a) If you want to end the contract because of something we have done or have told you we are going to do, see clause 9.2;

(b) In all other cases see clause 9.3.

9.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (d) below the contract will end immediately and we will refund you monies paid for any products or services which have not been provided. The reasons are:

(a) we have told you about an upcoming material change to the product or service or these terms which you do not agree to (see clause 7.2 and 7.4);

(b) we have told you about an error or change in the price or of the product or service you have ordered and you do not wish to proceed;

(c) we have advised there is a risk that supply of the products or services may be significantly delayed by at least 4 weeks because of events outside our control; or

(d) you have a legal right to end the contract because of something we have done wrong amounting to a serious breach of the contract. 

9.3 Ending the contract where we are not at fault. Even if we are not at fault, you may still end the contract before it is completed, if we agree to the concellation, but you may have to pay us compensation. A contract for goods or digital content is completed when the product is delivered, downloaded or streamed and paid for. A contract for services is completed when we have finished providing the services and you have paid for them. If you want to end the contract in these circumstances, contact us before the contract is completed to let us know. If we agree to cancelling the contract, we will advise the reasonable compensation for the net costs we will incur and require to be paid as a result of agreeing to end the contract.

10. OUR RIGHTS TO END THE CONTRACT

10.1We may end the contract if you break it. We may end the contract for a product or service 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 7 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 products or services;

(c) you do not, within a reasonable time, allow us to deliver the products to you or collect them from us or allow us access required to premises to supply the services;

(d) your company or business is unable to pay its debts as they fall due, or is subject to any other insolvency related event or insolvency proceedings, or is subject to any other actions initiated by any creditor in respect of any debt, or is subject to a change of ownership or control. 

11. QUALITY OF PRODUCTS 

11.1 We warrant that on delivery, products delivered shall conform in all material respects with their description.

11.2 Subject to clause 11.1, if:

(a) you give notice in writing within a reasonable time of discovery that some or all of the products do not comply with the warranty set out in clause 11.1; and 

(b) we are given a reasonable opportunity of examining such products; and 

(c) if we ask to do so, you return the product to our place of business at your cost.

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

11.3 We shall not be liable for a product’s failure to comply with the warranty in clause 11 if:

(a) you make any further use of the products after giving a notice in accordance with clause 11.2; 

(b) the defect arises because you failed to follow our instructions as to the storage, installation, commissioning, use or maintenance of the products;

(c) the defect arises as a result of us following any instruction or request from you; 

(d) you alter the products without our written consent; 

(e) the defect arises as a result of fair wear and tear, wilful damage, negligence, or abnormal working conditions; or

(f) the products differ as a result of changes made to ensure they comply with applicable statutory or regulatory standards.

11.4 Except as provided in this clause 11 we shall have no liability to you in respect of the products failure to comply with the warranty set out in 11.1.

12. QUALITY OF SERVICE

12.1 We will supply any service with reasonable care and skill.

12.2 When the provision of any service by us reasonably requires any assistance, information, resources, or co-operation of any nature to be provided by you, you should ensure the provision of the same promptly on request at your cost.  We will not be responsible for any delay or failure in performing the service that arises in connection with your not complying with any such reasonable request.

13. PRICE AND PAYMENT

13.1 Price for the product or service. The price of the product or service (which includes VAT) will be the price indicated on the order pages on the website or otherwise notified by us to you in writing when you placed your order. We take all reasonable care to ensure that the price of the product or service advised to you is correct. 

13.2 VAT. If the rate of VAT changes between your order date and the date we supply the product or service, we will adjust the rate of VAT that you pay, unless you have already paid for the product or service in full before the change in the rate of VAT takes effect.

13.3When you must pay and how you must pay. We accept payment with most major credit and debit cards. When you must pay depends on what product or service you are buying. Unless we have otherwise agreed in writing:

(a) for goods, you must pay for the products before we dispatch them. We will not charge your credit or debit card until we dispatch the products to you; or 

(b) for digital content and services, you must pay for the products before you download or receive them.

13.4We can charge interest if you pay late. In any case, where we have agreed to supply you before payment is made, if you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 2% a year above the base lending rate of Lloyds Bank plc from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount. 

13.5Subject to clause 9, in any case where payments in instalments following delivery is agreed, or where credits are purchased or bonus credits awarded to buy from us, the value of the payments received is non-refundable and any payments due in respect of items we have delivered or committed to supplying will remain payable even if the contract is terminated.

14. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

14.1We only supply products for internal use by your business, and you agree not to use the product for any resale purpose.  

14.2Nothing in these terms limits or excludes our liability for: 

(a) death or personal injury caused by our negligence; 

(b) fraud or fraudulent misrepresentation; 

(c) breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession); or 

(d) defective products under the Consumer Protection Act 1987. 

14.3Subject to clause 14.2, we will under no circumstances whatever be liable to you, whether in contract, tort (including negligence), breach with you of statutory duty, or otherwise, arising under or in connection with the contract for: 

(a) any loss of profits, sales, business, or revenue;

(b) loss or corruption of data, information or software; 

(c) loss of business opportunity; 

(d) loss of anticipated savings; 

(e) loss of goodwill; or 

(f) any indirect or consequential loss.

14.4Subject to clause 14.2, our total liability to you in respect of all losses arising under or in connection with any contract, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall in no circumstances exceed the price of the products or services in question.

14.5Except as expressly stated in these terms, we do not give any representation, warranties or undertakings in relation to any product or service supplied by us.  Any representation, condition or warranty which might be implied or incorporated into these terms by statute, common law or otherwise is excluded to the fullest extent permitted by law.  In particular, we will not be responsible for ensuring that the products are suitable for your purposes.

15. HOW WE MAY USE PERSONAL INFORMATION

15.1How we will use personal information. We may use personal information you (or your officers, employees or representatives) provide to us:

(a) to supply the products to you;

(b) to process your payment for the products; and

(c) as set out in our Privacy Policy at www.compasionunderstood.com/privacy.

16. INTELLECTUAL PROPERTY

16.1We are the owner or the licensee of all intellectual property rights in the products and services we supply. In particular, in the case of the training and other written materials which we provide, these are protected by copyright laws and treaties around the world and all our rights under such laws and treaties are expressly reserved.

16.2Single User Licence: Where any downloadable or streamed training materials (in video or other form) are supplied by us to you, such materials are licensed for use only by the individual user identified in the order and, unless agreed by us, you must not provide or otherwise make available the materials to any other person.  If you require a multi-user license for more than one individual to access the materials, please contact us advising the number of licenses you require and we will be pleased to assist.

16.3You must not (and you must ensure that your employees shall not), other than in the course of downloading or delivering the training for which the materials were provided or for another purpose approved by us, make any copy of, print or modify any copy of any materials you have received. You must not reproduce any text, illustrations, photographs, video or audio sequences or any graphics or seek to use these other than as permitted above.

16.4Our status (and that of any identified contributors) as the authors of content must always be acknowledged.

16.5Your use of any materials made available on or through our website at Compassionunderstood.com is also subject to our Website Use Terms and Conditions at www.compassionunderstood.com/terms and you must also comply with the Website Use Terms and Conditions.

17. NOTICES

17.1When we refer, in these terms, to “in writing”, this will include email.

17.2The following apply to services or communications to be given between us:

(a) any notice or other communication given by you to us, or by us to you, under or in connection with the contract shall be in writing and shall be delivered personally, sent by pre-paid first class post or other next working day delivery service or email.  

(b) a notice or other communication shall be deemed to have been received: if delivered personally, when left at our registered office; if sent by pre-paid first class post or other next working day delivery services, at 9.00 am on the second business day after posting or if sent by email, one business day after transmission.  A business day is any day that is not a Saturday or Sunday or a bank or public holiday in England and Wales.

(c) In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and place in the post and, in the case of an email, that such email was sent to the specified email address of the addressee. 

(d) The provisions of this clause shall not apply to the service of any proceedings of other documents in any legal action. 

18. OTHER IMPORTANT TERMS

18.1We 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.

18.2You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. We may not agree if we have reasonable concerns about doing so.

18.3Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.

18.4Which 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 products or services in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products or services in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products or services in either the Northern Irish or the English courts.

1. THESE TERMS

1.1 What these terms cover. These are the terms and conditions on which we supply products (whether these are goods, services or digital content) to you where you are buying as a consumer. 

1.2 Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. 

2. INFORMATION ABOUT US AND HOW TO CONTACT US

2.1 Who we are. We are Compassion Understood Limited a company registered in England and Wales. Our company registration number is 9732916 and our registered office is at First Floor, Black Country House, Rounds Green Road, Oldbury, West Midlands, B69 2DG. Our registered VAT number is 224158820. 

2.2 How to contact us. You can contact us by telephoning our customer service team on 01788 228811 or by writing to us at Unit 8 Davy Court, Central Park, Rugby, Warwickshire, CV23 0UZ or by email to info@compassionunderstood.com.

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 in your order. 

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 order. Our acceptance of your order will take place when we email you to accept it as provided in clause 3.3, at which point a contract will come into existence between you and us. 

3.2If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified. 

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

3.4 We only sell to the UK. Our website is solely for the promotion of our products in the United Kingdom of Great Britain and Northern Ireland (UK).  If you would like to enquire about or place an order for our products or services for delivery outside of the UK, please contact us.

4. OUR PRODUCTS

4.1 Products may vary slightly from their pictures. Any images of the products on our website are for illustrative purposes only, for example although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images. 

4.2 Product packaging may vary. The packaging of the product may vary from that shown on images on our website. 

5. YOUR RIGHTS TO MAKE CHANGES

Where a product you have ordered is one of a range of similar products and you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

6. OUR RIGHTS TO MAKE CHANGES

6.1 Minor changes to the products. We may change the product: 

(a) if necessary to comply with changes in relevant laws and regulations; and 

(b) to make minor technical adjustments and improvements, for example to address a security threat.

Where these changes are minor and will not affect your use of the product we may do this without seeking your approval.

6.2 More significant changes to the products and these terms. Where we have informed you in the description of the product on our website that we may make further changes to a product or where a proposed charge is more likely to have a noticeable effect on your use of the product, we will, where possible, check with you before supplying and give you the opportunity to contact us to end the contract and receive a full refund before the changes take effect.

6.3 Updates to digital content. We may update or require you to update digital content, provided that the digital content still matches the description we gave you before you bought it. 

7. DELIVERY OF PRODUCTS

7.1 Delivery costs. The costs of delivery for our products, where applicable, are as shown on our website.

7.2 Delivery Date 

(a) If the products are goods. If the products are goods we will deliver them to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order.

(b) If the products are one-off services. We will begin the services on the date set out in the order or agreed during the order process. 

(c) If the product is a one-off purchase of digital content. We will make the digital content available for download by you as soon as we accept your order.

(d) If the products are ongoing services or a subscription to receive goods or digital content. We will supply the services, goods or digital content to you until either the services are completed or the subscription expires (if applicable) or you end the contract as described in clause 8 or we end the contract by written notice to you as described in clause 10.

7.3 We are not responsible for delays outside our control. If our supply of the products is delayed 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 products you have paid for but not received. 

7.4 If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from us.

7.5 If you do not re-arrange delivery. If you do not collect the products from us  as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 10.2 will apply.

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

7.7 When the goods become yours. A product we have sold becomes yours only once we have received payment in full.

7.8 If we need more information from you. Where we need information from you so that we can supply products to you, this will be stated in the description of the products on our website or we will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 10.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be liable for supplying products late if this is caused by your not giving us the information we need within a reasonable time of our asking for it. 

7.9 Reasons we may delay the supply of products to you. We may have to delay the supply of a product:

(a) to deal with technical problems or make minor technical changes;

(b) to update the product to reflect changes in relevant laws and regulatory requirements;

(c) to make changes to the product as requested by you or notified by us to you (see clause 6); or 

(d) as a result of delays in supply to us by our suppliers or contractors.

7.10 Your rights if we delay the supply of products. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency.  You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than three weeks and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.

7.11 We may also suspend supply of the products if you do not pay. If you do not pay us for the products when you are supposed to (see clause 12.3) and you still do not make payment within 7 days of us reminding you that payment is due, we may suspend supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products. We will not suspend the products where you dispute the unpaid invoice (see clause 12.5). We will not charge you for the products during the period for which they are suspended. As well as suspending the products we can also charge you interest on your overdue payments (see clause 12.4).  

8. YOUR RIGHTS TO END THE CONTRACT

8.1 You right to end your contract with us.  Your rights to end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

(a) If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back), see clause 11;

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

(c) If you have just changed your mind about the product, see clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you may have to pay the costs of return of any goods; 

(d) In all other cases (if we are not at fault and there is no right to change your mind), see clause 8.6.

8.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:

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

(b) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;

(c) there is a risk that supply of the products may be significantly delayed because of events outside our control; 

(d) we have delayed supply of the products for technical reasons, or notified you we are going to delay them for technical reasons, in each case for a period of more than three weeks; or

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

8.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund.  These rights, under the Consumer Contracts Regulations 2013 (including important exceptions for digital products), are explained in more detail in these terms. 

8.4 When you don't have the right to change your mind.  You do not have a right to change your mind in respect of:

(a) digital products after you have started to download or stream these; 

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

(c) sealed audio or sealed video recordings or sealed computer software, once these products are unsealed after you receive them; and 

(d) any products which become mixed inseparably with other items after their delivery.

8.5 How long do I have to change my mind? How long you have depends on what you have ordered and how it is delivered.

(a) Have you bought digital content for download or streaming (for example, our Pet Loss Support Training Programme? if so, you have 14 days after the day we email you to confirm we accept your order, or, if earlier, until you start downloading or streaming.  If we delivered the digital content to you immediately, and you agreed to this when ordering, you will not have a right to change your mind.

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

(c) Have you bought goods?, if so you have 14 days after the day you (or someone you nominate) receives the goods, unless:

(i) Your goods are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.

(ii) Your goods are for regular delivery over a set period.  In this case you have until 14 days after the day you (or someone you nominate) receives the first delivery of the goods.

8.6 Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see clause 8.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods or digital content is completed when the product is delivered, downloaded or streamed and paid for. A contract for services is completed when we have finished providing the services and you have paid for them. If you want to end the contract in these circumstances, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.

9. HOW TO END THE CONTRACT WITH US (INCLUDING IF YOU HAVE CHANGED YOUR MIND)

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

(a) Phone or email. Call and speak with our customer services during working hours on 01788 228811 or email us at info@compassionunderstood.com. Please provide your name, home address, details of the order and, where available, your phone number and email address. 

(b) Online. Complete the form in the Schedule at the end of these Terms on our website.

(c) By post. Print off the form in the Schedule at the end of these Terms and post it to us at the address on the form or write to us at that address, including the information required in the form. 

9.2 Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us.   You must either return the goods in person to us, post them back to us at Unit 8, Davy Court, Central Park, Rugby, Warwickshire, CV23 0UZ or (if they are not suitable for posting) allow us to collect them from you. Please call customer services on 01788 228811 or email us at info@compassionunderstood.com for a return label or to arrange collection.  If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract. 

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

(a) if the products are faulty or misdescribed; or

(b) if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.

In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.   

9.4 What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection. 

9.5 How we will refund you.  We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

9.6 Deductions from refunds. If you are exercising your right to change your mind: 

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

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

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

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

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

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

10. OUR RIGHTS TO END THE CONTRACT

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

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

(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 products;

(c) you do not, within a reasonable time, allow us to deliver the products to you or collect them from us or allow us access required to premises to supply the services

10.2You must compensate us if you break the contract. If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

11. IF THERE IS A PROBLEM WITH THE PRODUCT

11.1 How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 01788 228811 or write to us at Unit 8 Davy Court, Central Park, Rugby, Warwickshire, CV23 0U2 or by email to info@compassionunderstood.com. 

11.2 Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. 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.

If your product is goods, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected life of your product your legal rights entitle you to the following:

- up to 30 days: if your item is faulty, then you can get a refund.  

- up to six months: if your faulty item can't be repaired or replaced, then you're entitled to a full refund, in most cases.  

- up to six years: if the item can be expected to last up to six years you may be entitled to a repair or replacement, or, if that doesn't work, some of your money back.   

If your product is digital content, the Consumer Rights Act 2015 says digital content must be as described, fit for purpose and of satisfactory quality:

- if your digital content is faulty, you're entitled to a repair or a replacement.

- if the fault can't be fixed within a reasonable time, or without causing you significant inconvenience, you can get some or all of your money back 

- if you can show the fault has damaged your device and we haven't used reasonable care and skill, you may be entitled to a repair or compensation

If your product is services, 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 upfront, what you're asked to pay must be reasonable.

- if you haven't agreed a time upfront, it must be carried out within a reasonable time.

11.3Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either return them in person, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please call customer services on 01788 228811 or email us at compassionunderstood.com for a return label or to arrange collection.

12. PRICE AND PAYMENT

12.1 Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages on our website or otherwise notified to you by us in writing when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. 

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

12.3 When you must pay and how you must pay. We accept payment with most major credit cards and debit cards. When you must pay depends on what product you are buying:  Unless we have otherwise agreed in writing:

(a) for goods, you must pay for the products before we dispatch them. We will not charge your credit or debit card until we dispatch the products to you. 

(b) for digital content, you must pay for the products before you download them.

(c) for services, payment terms will depend on the service as advised to you in writing before the services are provided.

12.4We can charge interest if you pay late. If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 2% a year above the base lending rate of Lloyds Bank plc from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount. 

12.5What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know and we will not charge you interest until we have resolved the issue.

13. OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU

13.1We 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.

13.2When 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 by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services. 

13.3If defective digital content which we have supplied damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill we will either repair the damage or pay you compensation. However, we will not be liable for damage which you could have avoided by following our advice to apply an update offered to you free of charge or for damage which was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.

13.4We are not liable for business losses. If we supply the products to you as a consumer for domestic and private use, we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.  If you use the products for any commercial, business or resale purpose, our terms of supply for sales to businesses at [LINK] apply.

14. HOW WE MAY USE YOUR PERSONAL INFORMATION

14.1How we will use your personal information. We will use the personal information you provide to us:

(a) to supply the products to you;

(b) to process your payment for the products; and

(c) as set out in our Privacy Policy atwww.compassionunderstood.com/privacy.

15. INTELLECTUAL PROPERTY

15.1 We are the owner or the licensee of all intellectual property rights in the products and services we supply. In particular in the case of the training and other written materials which we provide, these are protected by copyright laws and treaties around the world and all our rights under such laws and treaties are expressly reserved.

15.2You must not, other than in the course of downloading or delivering the training for which the materials were provided or for another purpose approved by us, make any copy of, print or modify any copy of any materials you have received. You must not reproduce any text, illustrations, photographs, video or audio sequences or any graphics or seek to use these other than as permitted above.

15.3Our status (and that of any identified contributors) as the authors of content must always be acknowledged.

15.4Your use of any materials made available on or through our website at Compassionunderstood.com is also subject to our Website Use Terms and Conditions at www.compassionunderstood.com/terms and you must also comply with the Website Use Terms and Conditions.

16. OTHER IMPORTANT TERMS

16.1We 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.

16.2You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. We may not agree if  we have reasonable concerns about doing so.

16.3Nobody 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.

16.4Which 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 products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

16.5Alternative dispute resolution. Alternative dispute resolution (ADR) 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.  We will advise you of an ADR provider and whether, in the circumstances of the case, we agree or are obliged to use ADR.  In addition, please note that disputes may be submitted for online resolution via the EU Commission’s Online Dispute Resolution Platform https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.chooseLanguage.

Schedule Model Cancellation Form

(Complete and return this form only if you wish to withdraw from the contract)

Address: Compassion Understood Limited, Unit 8 Davy Court, Central Park, Rugby, Warwickshire, CV23 0UZ

Email:  info@compassionunderstood.com

(or Telephone:01788 228811)

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 [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate

© Crown copyright 2013.

WEBSITE TERMS OF USE

These terms of use (“Terms”) (together with the policies referred to in the Terms) set out the terms of use on which you may make use the Site, whether as a guest or a registered user. Use of the site includes accessing, browsing, or registering to use the Site.

Please read these Terms carefully before you use the Site.

By using the Site, you confirm that you accept these Terms and you agree to comply with them. You are also responsible for ensuring that all persons who access the Site through your internet connection are aware of the Terms and that they comply with them.

If you do not agree to these Terms, you must not use the Site.

Other applicable terms