PRIVACY POLICY
CONTENTS
CLAUSE
Introduction
Welcome to the Twelfth City's privacy policy.
Twelfth City respects your privacy and is committed to protecting your personal data. This privacy policy will inform you as to how we look after your personal data when you visit our website (regardless of where you visit it from) and tell you about your privacy rights and how the law protects you.
This privacy policy is provided in a layered format so you can read through the specific areas set out below. [Alternatively, you can request a pdf version of the policy by emailing us at Tom@TwelfthCityCyclery.com.] Please also use the Glossary to understand the meaning of some of the terms used in this privacy policy.
1. [IMPORTANT INFORMATION AND WHO WE ARE]
2. [THE DATA WE COLLECT ABOUT YOU]
3. [HOW IS YOUR PERSONAL DATA COLLECTED?]
4. [HOW WE USE YOUR PERSONAL DATA]
5. [DISCLOSURES OF YOUR PERSONAL DATA]
6. [INTERNATIONAL TRANSFERS]
7. [DATA SECURITY]
8. [DATA RETENTION]
9. [YOUR LEGAL RIGHTS]
10. [GLOSSARY]
1. Important information and who we are
Purpose of this privacy policy
This privacy policy aims to give you information on how Twelfth City collects and processes your personal data through your use of this website, including any data you may provide through this website when you sign up to our newsletter OR purchase a product or service OR take part in a competition OR connect with us in person or other.
This website is not intended for children and we do not knowingly collect data relating to children.
It is important that you read this privacy policy together with any other privacy policy or fair processing policy we may provide on specific occasions when we are collecting or processing personal data about you so that you are fully aware of how and why we are using your data. This privacy policy supplements other notices and privacy policies and is not intended to override them.
Controller
Twelfth City is the controller and responsible for your personal data (collectively referred to as “Twelfth City”, "we", "us" or "our" in this privacy policy).
Contact details
If you have any questions about this privacy policy or our privacy practices, please contact us in the following ways:
Full name of legal entity: Twelfth City DPO
Email address: Tom@TwelfthCityCyclery.com
Postal address: 318 Hexham Road, Heddon on the Wall, Northumberland, NE15 9QX
Telephone number: 07862355274
You have the right to make a complaint at any time to the Information Commissioner's Office (ICO), the UK regulator for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.
Changes to the privacy policy and your duty to inform us of changes
We keep our privacy policy under regular review. This version was last updated on 14th December 2022. [Historic versions may be archived and can be obtained by contacting us.
It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.
Third-party links
This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy policy of every website you visit.
2. The data we collect about you
Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).
We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:
· Identity Data includes [first name, maiden name, last name, username or similar identifier, marital status, title, date of birth and gender].
· Contact Data includes [billing address, delivery address, email address and telephone numbers].
· Financial Data includes [bank account and payment card details].
· Transaction Data includes [details about payments to and from you and other details of products and services you have purchased from us].
· Technical Data includes [internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform, and other technology on the devices you use to access this website].
· Profile Data includes [your username and password, purchases or orders made by you, your interests, preferences, feedback and survey responses].
· Usage Data includes [information about how you use our website, products and services].
· Marketing and Communications Data includes [your preferences in receiving marketing from us and our third parties and your communication preferences].
We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data could be derived from your personal data but is not considered personal data in law as this data will not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy policy.
We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health, and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.
If you fail to provide personal data
Where we need to collect personal data by law, or under the terms of a contract we have with you, and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with goods or services). In this case, we may have to cancel a product or service you have with us but we will notify you if this is the case at the time.
3. How is your personal data collected?
We use different methods to collect data from and about you including through:
· Direct interactions. You may give us your [Identity, Contact and Financial Data] by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:
· apply for our products or services;
· create an account on our website;
· subscribe to our service or publications;
· request marketing to be sent to you;
· enter a competition, promotion or survey; or
· give us feedback or contact us.
· Automated technologies or interactions. As you interact with our website, we will automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies and other similar technologies. We may also receive Technical Data about you if you visit other websites employing our cookies. Please see our cookie policy https://www.squarespace.com/cookie-policy/ for further details.
· Third parties or publicly available sources. We will receive personal data about you from various third parties and public source] as set out below:
Technical Data from the following parties:
(a) analytics providers such as Google based outside the UK;
(b) advertising networks based inside OR outside the UK; and
(c) search information providers based inside OR outside the UK.
· Contact, Financial and Transaction Data from providers of technical, payment and delivery services based inside OR outside the UK.
· Identity and Contact Data from data brokers or aggregators based inside OR outside the UK.
· Identity and Contact Data from publicly available sources such as Companies House and the Electoral Register based inside the UK.
4. How we use your personal data
We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:
· Where we need to perform the contract we are about to enter into or have entered into with you.
· Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.
· Where we need to comply with a legal obligation.
Generally, we do not rely on consent as a legal basis for processing your personal data although we will get your consent before sending third party direct marketing communications to you via email or text message. You have the right to withdraw consent to marketing at any time by contacting us.
Purposes for which we will use your personal data
We have set out below, in a table format, a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate.
Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data. Please contact us if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out in the table below.
Purpose/Activity
Type of data
Lawful basis for processing including basis of legitimate interest
To register you as a new customer
(a) Identity
(b) Contact
Performance of a contract with you
To process and deliver your order including:
(a) Manage payments, fees and charges
(b) Collect and recover money owed to us
(a) Identity
(b) Contact
(c) Financial
(d) Transaction
(e) Marketing and Communications
(a) Performance of a contract with you
(b) Necessary for our legitimate interests (to recover debts due to us)
To manage our relationship with you which will include:
(a) Notifying you about changes to our terms or privacy policy
(b) Asking you to leave a review or take a survey
(a) Identity
(b) Contact
(c) Profile
(d) Marketing and Communications
(a) Performance of a contract with you
(b) Necessary to comply with a legal obligation
(c) Necessary for our legitimate interests (to keep our records updated and to study how customers use our products/services)
To enable you to partake in a prize draw, competition or complete a survey
(a) Identity
(b) Contact
(c) Profile
(d) Usage
(e) Marketing and Communications
(a) Performance of a contract with you
(b) Necessary for our legitimate interests (to study how customers use our products/services, to develop them and grow our business)
To administer and protect our business and this website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data)
(a) Identity
(b) Contact
(c) Technical
(a) Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise)
(b) Necessary to comply with a legal obligation
To deliver relevant website content and advertisements to you and measure or understand the effectiveness of the advertising we serve to you
(a) Identity
(b) Contact
(c) Profile
(d) Usage
(e) Marketing and Communications
(f) Technical
Necessary for our legitimate interests (to study how customers use our products/services, to develop them, to grow our business and to inform our marketing strategy)
To use data analytics to improve our website, products/services, marketing, customer relationships and experiences
(a) Technical
(b) Usage
Necessary for our legitimate interests (to define types of customers for our products and services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy)
To make suggestions and recommendations to you about goods or services that may be of interest to you
(a) Identity
(b) Contact
(c) Technical
(d) Usage
(e) Profile
(f) Marketing and Communications
Necessary for our legitimate interests (to develop our products/services and grow our business)
Marketing
We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising. Should alterations or further information be required on the following we encourage you to contact us.
Promotional offers from us
We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you (we call this marketing).
You will receive marketing communications from us if you have requested information from us or purchased goods or services from us and you have not opted out of receiving that marketing.
Third-party marketing
We will get your express opt-in consent before we share your personal data with any third party for marketing purposes.
Opting out
You can ask us or third parties to stop sending you marketing messages at any time by logging into the website and checking or unchecking relevant boxes to adjust your marketing preferences OR by following the opt-out links on any marketing message sent to you OR by contacting us at any time.
Where you opt out of receiving these marketing messages, this will not apply to personal data provided to us as a result of a product/service purchase, product/service experience or other transactions.
Cookies
You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly. For more information about the cookies we use, please see [COOKIES POLICY].]
Change of purpose
We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.
If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.
Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.
5. Disclosures of your personal data
We may share your personal data with the parties set out below for the purposes set out in the table Purposes for which we will use your personal data above.
· Internal Third Parties as set out in the Glossary.
· External Third Parties as set out in the Glossary.
· Specific third parties [listed in the table Purposes for which we will use your personal data above.
· Third parties to whom we may choose to sell, transfer or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy policy.
We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.
6. International transfers
We do not transfer your personal data outside the UK.
7. Data security
We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.
We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
8. Data retention
How long will you use my personal data for?
We will only retain your personal data for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements. We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.
To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal, regulatory, tax, accounting or other requirements.
Details of retention periods for different aspects of your personal data are set out in the table Purposes for which we will use your personal data above.
9. Your legal rights
Under certain circumstances, you have rights under data protection laws in relation to your personal data. Please contact us to find out more about or exercise these rights:
· Access to your personal data.
· Correction of your personal data.
· Erasure of your personal data.
· Object to processing of your personal data.
· Restriction of processing your personal data.
· Transfer of your personal data.
· Right to withdraw consent.
No fee usually required
You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we could refuse to comply with your request in these circumstances.
What we may need from you
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.
Time limit to respond
We try to respond to all legitimate requests within one month. Occasionally it could take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.
10. Glossary
LAWFUL BASIS
Legitimate Interest means the interest of our business in conducting and managing our business to enable us to give you the best service/product and the best and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). You can obtain further information about how we assess our legitimate interests against any potential impact on you in respect of specific activities by contacting us.
Performance of Contract means processing your data where it is necessary for the performance of a contract to which you are a party or to take steps at your request before entering into such a contract.
Comply with a legal obligation means processing your personal data where it is necessary for compliance with a legal obligation that we are subject to.
THIRD PARTIES
Internal Third Parties
Other companies in the Twelfth City Group [acting as joint controllers or processors] and who provide IT and system administration services and undertake leadership reporting.
External Third Parties
· Service providers [acting as processors] who provide IT and system administration services.
· Professional advisers [acting as processors or joint controllers] including lawyers, bankers, auditors and insurers who provide consultancy, banking, legal, insurance and accounting services.
· HM Revenue & Customs, regulators and other authorities [acting as processors or joint controllers] based in the United Kingdom who require reporting of processing activities in certain circumstances.
YOUR LEGAL RIGHTS
You have the right to:
Request access to your personal data (commonly known as a "data subject access request"). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.
Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.
Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.
Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios:
· If you want us to establish the data's accuracy.
· Where our use of the data is unlawful but you do not want us to erase it.
· Where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims.
· You have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.
Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.
Withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.
PRIVACY POLICY AND TERMS & CONDITIONS
Consumer Goods Terms and Conditions
These terms may have changed since you last reviewed them
For a list of changes and when they were made, there will be a link inserted here when applicable.
Where to find information about us and our products
You can find everything you need to know about us, Twelfth City Cyclery, and our products https://www.TwelfthCityCyclery.com or from our sales staff before you order. We also confirm the key information to you in writing either by email, on our website or on paper by request.
When you buy from us you are agreeing that:
· We only accept orders when we've checked them.
· We charge you when you order OR we supply your product.
· We charge interest on late payments.
· We pass on increases in VAT.
· We're not responsible for delays outside our control.
· Products can vary slightly from their pictures.
· You're responsible for making sure your measurements are accurate.
· You can end an on-going contract by first contacting us and discussing options.
· You have rights if there is something wrong with your product.
· We can change products and these terms.
· We can suspend supply (and you have rights if we do).
· We can end our contract with you.
· We don't compensate you for all losses caused by us or our products.
· We use your personal data as set out in our Privacy Notice.
· You have several options for resolving disputes with us.
· Other important terms apply to our contract.
We only accept orders when we've checked them
We strive to contact you to confirm we've received your order and then we contact you again (normally within 48hours) to confirm we've accepted it OR we accept it when we dispatch or supply the product [and confirm dispatch or supply] to you.
Sometimes we reject orders
Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because a credit reference we have obtained is unsatisfactory, because we can't verify your age (where the product is age-restricted), because you are located outside an area of service for geographically-restrictive items, as stated on our website or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.
We charge you when you order OR we supply your product
However, for some products we take payment at regular intervals, as explained to you during the order process. You will own any goods you buy once we have received payment for them in full.
We charge interest on late payments
If we're unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 20% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.
We pass on increases in VAT
If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
We're not responsible for delays outside our control
If our supply of your product is delayed by an event outside our control, such as manufacturer or supplier error, misinformation or shipping delay at a carrier prior to us we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team: Tom@TwelfthCityCyclery.com to end the contract and receive a refund for any products you have paid for in advance, but not received, less reasonable costs we have already incurred.
Products can vary slightly from their pictures
A product's true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different. We strive to provide information that is as accurate as possible, where the majority of the specification is provided directly from the supplier.
You're responsible for making sure your measurements are accurate
If we're making or supplying the product to measurements you provide, you're responsible for making sure those measurements are correct. Find information and tips on how to measure manufacturer-specific websites or contact our Customer Service Team: Tom@TwelfthCityCyclery.com.
We charge you if you don't give us information we need or do preparatory work as agreed with us
We charge you additional sums if you don't give us information we've asked for about how we can access your property for delivery, installation or to provide services or if you don't do preparatory work for installation, as agreed with us. For example, we might need to re-deliver on another vehicle or with extra manpower, reschedule services or order associated components and tooling.
If you bought online, over the telephone or in person, you have a legal right to change your mind plus extra rights under our guarantee and however you bought you have rights under our guarantee
Your legal right to change your mind. For most of our products bought online, over the telephone or in person, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.
Our goodwill guarantee. In addition, we, Twelfth City Cyclery of 318 Hexham Road, Heddon on the Wall, Northumberland, NE15 9QX, offer our UK customers a goodwill guarantee for most products bought online, over the telephone or in person, OR however they are purchased, which is more generous than your legal rights in the ways set out below. This goodwill guarantee does not affect your legal rights if there is something wrong with your product (for more on those rights see You have rights if there is something wrong with your product).
Your legal rights
How our goodwill guarantee is more generous
14 days to change your mind, online, telephone, and in-person sales only.
7 additional days to change your mind, online, telephone and in-person sales only OR however you bought the product.
You pay costs of return
We subsidise costs of return
When you can't change your mind. You can't change your mind about an order for:
· services, once these have been completed;
· products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
· goods that are made to your specifications or are clearly personalised; and
· goods which become mixed inseparably with other items after their delivery.
The deadline for changing your mind. If you change your mind about a product you must let us know no later than 21 days after:
· the day we deliver your product, if it is goods, for example a tyre. If the goods are for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If the goods are split into several deliveries over different days, the period runs from the day after the last delivery.
· the day we confirm we have accepted your order, if it is for a service, for example a repair.
How to let us know. To let us know you want to change your mind, contact our Customer Service Team: Tom@TwelfthCityCyclery.com, or phone us on 07862355274
You have to return the product at your own cost. If your product is goods, for example, a saddle, you have to return it (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. Returns are at your own cost, unless we offered free returns when you bought the goods but will be subsidised wherever possible as part of our goodwill guarantee. You can:
· Bring the product to one of our stores by contacting our Customer Service Team: Tom@TwelfthCityCyclery.com You will need your email receipt and the card you paid with.
· Send the product back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price. For help with returns, including our collection arrangements for goods which can't be posted, see our Returns Process: Twelfth City Cyclery Returns, 318 Hexham Road, Heddon on the Wall, Northumberland, NE15 9QX.
We only refund standard delivery costs. We don't refund any extra you have paid for express delivery or delivery at a particular time.
You have to pay for services you received before you change your mind. If you bought a service (such as a repair) we don't refund you for the time you were receiving it before you told us you'd changed your mind.
We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the (product-branded) packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team can advise you on whether we're likely to reduce your refund.
When and how we refund you. If your product is a service or goods that haven't been delivered or that we're collecting from you, we refund you as soon as possible and within 14 days of you telling us you've changed your mind. If your product is goods that you're sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you've sent them to us). We refund you by the method you used for payment. We don't charge a fee for the refund.
You can end an on-going contract
We tell you when and how you can end an on-going contract with us (for example, for regular services or a subscription for goods) during the order process and we confirm this information to you in writing after we've accepted your order. If you have any questions, please contact our Customer Service Team: Tom@TwelfthCityCyclery.com
You have rights if there is something wrong with your product
If you think there is something wrong with your product, you must either bring it into one of our stores or contact our Customer Service Team: Tom@TwelfthCityCyclery.com. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that You have several options for resolving disputes with us.
Summary of your key legal rights
If your product is goods, for example a tube, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
· Up to 30 days: if your goods are faulty, then you can get a refund.
· Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
· Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.
If your product is services, for example a repair, 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 a price hasn't been agreed upfront, what you're asked to pay must be reasonable.
· If a time hasn't been agreed upfront, it must be carried out within a reasonable time.
We can change products and these terms
Changes we can always make. We can always change a product:
· to reflect changes in relevant laws and regulatory requirements pricing to reflect increased raw materials or supplier rates;
· to make minor technical adjustments and improvements, for example to address a security threat. These are changes that don't affect your use of the product; and
Changes we can only make if we give you notice and an option to terminate. We can also make the following types of change to the product or these terms, but if we do so we'll notify you and you can then contact our Customer Service Team: Tom@TwelfthCityCyclery.com to end the contract before the change takes effect and receive a refund for any products you've paid for in advance, but not received:
· None to date
We can suspend supply (and you have rights if we do)
We can suspend the supply of a product. We do this to:
· deal with technical problems or make minor technical changes;
· update the product to reflect changes in relevant laws and regulatory requirements; or
· make changes to the product (see We can change products and these terms).
We let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency. If we suspend the product for longer than 14 days in any 30 days we adjust the price so you don't pay for it while its suspended. If we suspend supply, or tell you we're going to suspend supply, for more than 14 days you can contact our Customer Service Team: Tom@TwelfthCityCyclery.com to end the contract and we'll refund any sums you've paid in advance for products you won't receive.
We can withdraw products
We can stop providing a product, such as an ongoing service or a subscription for goods. We let you know at least 7 days in advance and we refund any sums you've paid in advance for products which won't be provided.
We can end our contract with you
We can end our contract with you for a product and claim any compensation due to us if:
· you don't make any payment to us when it's due and you still don't make payment within 7 days days of our reminding you that payment is due;
· you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product, for example, sizing specifics;
· you don't, within a reasonable time, either allow us to deliver the product to you or collect it from us. If you have said you will collect a product ("click and collect") but you don't do this within 7 days then (unless the product is made to your specifications or is clearly personalised) we treat your order as cancelled and refund the purchase price, see [If you bought online, over the telephone or in person, you OR You] have a legal right to change your mind [plus extra rights under our guarantee OR and however you bought you have rights under our guarantee.; or
· [OTHER CIRCUMSTANCES].
We don't compensate you for all losses caused by us or our products
We're responsible for losses you suffer caused by us breaking this contract unless the loss is:
· Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
· Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We're not responsible for delays outside our control.
· Avoidable. Something you could have avoided by taking reasonable action.
· A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.
We use your personal data as set out in our Privacy Notice
How we use any personal data you give us is set out in our Privacy Notice: https://www.twelfthcitycyclery.com/policies.
You have several options for resolving disputes with us
Our complaints policy. Our Customer Service Team: Tom@TwelfthCityCyclery.com will do their best to resolve any problems you have with us or our products.
Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to the relevant body through their website where typically the relevant body does not charge you for making a complaint.
You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
Other important terms apply to our contract
We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll contact you to let you know if we plan to do this. If you're unhappy with the transfer you can contact our Customer Service Team: Tom@TwelfthCityCyclery.com to end the contract within 14 days of us telling you about it and we will refund you any payments you've made in advance for products not provided.
You can only transfer your contract with us to someone else if we agree to this. We may not agree if it is deemed critical to our business without discussion. However, you can transfer our guarantee (as explained in Our goodwill guarantee) to a new owner of the product. We can require the new owner to prove you transferred the product to them, for example by signed correspondence.
Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.