You can find everything you need to know about us, Lisa Talbot, and our products on our website before you order. We also confirm the key information to you in writing before you order, either by email, in your online account or on paper.
For example, business customers can’t cancel their orders, they have different rights where there is a problem with a product and we don’t compensate them in the same way for losses caused by us or our products. Where a term applies just to businesses or just to consumers, this is clearly stated. You are a business customer if you are buying products wholly or mainly for use in connection with your trade, business, craft or profession, even if you are an individual.
If you are a business customer these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by us or on our behalf which is not set out in these terms and that you have no claim for innocent or negligent misrepresentation [or negligent misstatement] based on any statement in this agreement.
We contact you to confirm we’ve received your order and then we contact you again (normally within 48 hours) to confirm we’ve accepted it to you.
Sometimes we reject orders, for example, because you are located outside the UK, as stated on our website and in our marketing 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 50% of the cost of the Services on booking, with the balance being due 7 days before your consultation as explained to you during the order process.
If you are a business customer you must pay all amounts due to us under these terms in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).
If we’re unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 8% 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.
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.
If our supply of your product is delayed by an event outside our control, such as epidemic or pandemic, 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 us 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.
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 reschedule services.
If you are a business client, if you cancel a pre-booked consultation you will still be liable for the full cost of the service regardless of when you booked and cancelled.
If you are a consumer, you have 14 days from booking your consultation to cancel your consultation and receive a full refund, any refund given after this point is at our complete discretion.
Your legal right to change your mind. For most of our products bought online, 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.
When you can’t change your mind. You can’t change your mind about an order for:
The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after:
How to let us know. To let us know you want to change your mind, contact us via email at: email@example.com
You have to pay for services you received before you change your mind. If you bought a service (such as consultations) we don’t refund you for the time you were receiving it before you told us you’d changed your mind.
When and how we refund you. If your product is a service, digital content 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.
We tell you when and how you can end an on-going contract with us (for example, for regular services or a subscription to digital content or 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 us via email at: firstname.lastname@example.org
Return the product to us. If you think there is something wrong with your product, you must contact us via email at: email@example.com
Your rights and remedies if you are a consumer. 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 Clothing, 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 digital content, for example our Pocket Stylist E-Book, 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, or if it hasn't been fixed within a reasonable time and without 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, for example a consultation, 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.
Your remedies if you are a business. Unless an exception applies (see Exceptions to business customers’ warranty) if:
we shall, at our option, repair or replace the defective product, or refund the price of the defective product in full and this will be your only remedy for breach of the warranty. These terms shall apply to any repaired or replacement products supplied by us.
Exceptions to business customers’ warranty. We will not be liable for a product’s failure to comply with the business customer warranty (see Your rights if you are a business) if:
Changes we can always make. We can always change a product:
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 us via email at: firstname.lastname@example.org to end the contract before the change takes effect and receive a refund for any products you’ve paid for in advance, but won’t receive:
We can suspend the supply of a product. We do this to:
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 12 weeks in any 52 week period 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 26 weeks you can contact us via email at: email@example.com to end the contract and we’ll refund any sums you’ve paid in advance for products you won’t receive.
We can stop providing a product, such as an ongoing service or a subscription for digital content or goods. We let you know at least 28 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:
Our liability to consumers. We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:
Our liability to businesses. If you’re a business, then, except in respect of the losses described in Losses we never limit or exclude:
Losses we never limit or exclude. Nothing in these terms shall limit or exclude our liability for:
No implied terms about goods. Except to the extent expressly stated in Your rights if you are a business, we exclude all terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982.
How we use any personal data you give us is set out in our Privacy Notice: https://lisatalbot.co.uk/privacy-policy.
Our complaints policy. we will do our best to resolve any problems you have with us or our products.
Resolving disputes without going to court (consumers only). 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 CEDR through their website at https://www.cedr.com. CEDR does not charge you for making a complaint and if you’re not satisfied with the outcome you can still go to court.
You can go to court. These terms are governed by English law. If you are a consumer then, wherever you live, you can bring claims against us in the English courts and 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. If you are a consumer we can claim against you in the courts of the country you live in. If you are a business you irrevocably agree to submit all disputes arising out of or in connection with our contract with you to the exclusive jurisdiction of the English courts.
We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We’ll tell you in writing if this happens and if you are a consumer we’ll ensure that the transfer won’t affect your rights under the contract.
You can only transfer your contract with us to someone else if we agree to this. If you’re a consumer we may not agree to this and we do not have to give reasons. However, you can transfer our consumer 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 email confirmation by them and you. If you’re a business you need our agreement to transfer your contract with us and it’s entirely up to us whether we give it.
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.