Terms & Conditions
These Terms will apply to the agreement between us for the hire of the equipment (the “Products”), and the provision of the services (the “Services”) set out in the agreement (together making up the “Hire Agreement”) or if you choose to buy Products only without any of our Services, for the sale of the Products (the “Sale Agreement”). When we refer to an “Agreement”, we refer to either or both
of the Hire Agreement and the Sale Agreement.
Please read these Terms carefully and make sure that you understand them before entering into an Agreement with us. By entering into an Agreement with us, you agree to contract with us on these Terms. If you do not agree to these Terms, please do not use our Website.
- INFORMATION ABOUT US
1.1. Carecall247 is part of Provide Community Interest Company, a limited company that delivers community health and social care services, and which is registered in England and Wales with company number 07320006 and with its registered office and main trading address at 900 The Crescent, Colchester Business Park, Colchester, Essex, CO4 9YQ. Provide CIC’s VAT number is 289 0376 61.
1.2. The Carecall247 service is accredited by the Telecare Services Association and is provided by trained and highly competent staff.
- THESE TERMS MAY HAVE CHANGED SINCE YOU LAST REVIEWED THEM
Please read these Terms carefully before ordering on our Website. We may amend these Terms from time to time and the changes will take effect from the time we publish the amended Terms. Any such amended Terms will not apply to any orders that we have already accepted.
- PLACING AN ORDER
3.2. You confirm that all information and details you provide to us are true, accurate and up to date in all respects and at all times. You can update or correct your details at any time by calling our Customer Service on 0300 303 2682.
- PURCHASING ONLINE – HOW THE AGREEMENT IS FORMED
4.1. By clicking the ‘PAY’ button, you agree to these Terms. Please carefully check your order details are correct before clicking the ‘PAY’ button. When you submit an order to us, it does not mean that we have accepted your order for the Products and Services. Our acceptance of your order will take place when we receive full payment for the Products and/or Services, at which point an Agreement will come into existence between you and us. If necessary, we may ask you to provide us with further information. Please note that we may be unable to provide Products and Services to you until you provide us with the further information that we request.
4.2. Should you, after you have placed your order notice that any of the details you have provided are incorrect, please call us without delay in order to amend any inaccurate details on 0300 303 2682. We will deliver to the address you have provided so it is important that you ensure these details are correct.
4.3. We will notify you by email as soon as possible to acknowledge that we are processing your order.
4.4. You are responsible for ensuring the accuracy of your order and we shall supply you, subject to availability, with the Products and Services set out in your order.
4.5. Sometimes we reject orders, for example, because a Product and/or a Service is unexpectedly out of stock or no longer available or because you are located outside our delivery areas, as stated on our Website. If a Product is out of stock or is withdrawn, we will advise you by email or phone and we will endeavour to supply the Product or a near equivalent product as soon
as possible. Alternatively, we may ask you to re-order. Where no alternative Product or Service is supplied, we will refund in full as soon as possible any money that you have already paid to us for the Product or Service in question and any Agreement between us will be cancelled. If you have any queries on the above do not hesitate to call our Customer Service on 0300 303 2682.
- PRODUCT DESCRIPTION
We have taken reasonable precautions to try to ensure that prices quoted on the Website are correct and that all Products have been fairly described. However, when ordering Products through our Website, please note that:
5.1. orders will only be accepted if there are no material errors in the description of the Products or Services or in their prices as advertised on this Website;
5.2. packaging may vary from that shown on the Website;
5.3. while we try to display the colours of our products accurately on the Website, the actual colours you see will depend on your monitor and we cannot guarantee that your monitor’s display of any colour will accurately reflect the colour of the Product on delivery;
5.4. all measurements and dimensions given are for guidance only and may vary within a tolerance of plus or minus 5%;
5.5. all Products are subject to availability. We will inform you as soon as possible if the Products you have ordered are not available and we may offer alternative Products of equal or higher quality and value. In that case, your rights will remain the same, including your right to cancel.
- PRODUCTS AS PART OF THE HIRE AGREEMENT
6.1. In order to receive the Services, you will need to have appropriate Products. We will supply the Products to you under the Hire Agreement. The Service you choose will determine which Products you will receive.
6.2. At no time will you own the Products included as part of the Hire Agreement. However, the risk of damage to or loss of the Products shall pass to you upon delivery or installation of the Products, as applicable.
- PURCHASING PRODUCTS WITHOUT SERVICES
Where you are purchasing Products without Services, you will own the Products once we have received payment for the Products in full, but we will remain responsible for the Products until we have delivered them to the specified delivery address.
- OUR PRODUCT GUARANTEE
8.1. All Products on our Website are subject to a standard 12 month guarantee (from the date of delivery or installation, as applicable).
8.2. All Products we supply to you will be of satisfactory quality when delivered and when used for purposes for which the Products of that type are ordinarily used (in accordance with user instructions where supplied). We will not be liable for any defect in the Products arising from fair wear and tear, wilful damage, accident, negligence or use other than that intended.
8.3. You should check all Products you receive against your order. If the Products you receive are damaged or incorrectly supplied on delivery then you must inform us by calling our Customer Service on 0300 303 2682 within 7 days of your delivery, or within 30 days if the Products are faulty – quoting your customer number and the delivery note number. We reserve the right to inspect any product reported as faulty before refund or replacement.
8.4. In the unlikely event where you have told us of the Products developing a fault, we will:
(i) provide to you a remedial maintenance Service to maintain the Products in satisfactory operating condition including the replacement of all unserviceable parts or components. We will endeavour to repair or where appropriate replace the Products within 24 hours of receipt of a service call when the fault is critical and within 10 calendar days where the fault is not urgent;
(ii) replace the Product; or
(iii) take back the Product and refund the appropriate part of the purchase price.
8.5. If we remove the Product from your home for maintenance or repair, we will endeavour to supply a replacement product which is of the same design and feature. However, this cannot be guaranteed.
8.6. Except as otherwise provided in these Terms, we will not charge you in respect of labour or parts supplied to replace, repair or take back parts which are defective, faulty or otherwise unserviceable.
8.7. Our Service does not cover the cost of repairs to or replacement of the Products which are caused by:
(i) damage, defect, fault or other failure caused by the use of the Product in conjunction with additions, accessories or attachments not supplied by us;
(ii) damage, defect, fault or other failure caused by your negligence or improper use of the Products.
8.8. We reserve the right to inspect the Product before refund or replacement.
8.9. If the Product becomes faulty in the first 30 days you can (as specified by the Consumer Rights Act 2015) reject the Product for a refund rather than receive a replacement or repair. We reserve the right to inspect the Product before refund.
8.10. You must call our Customer Service on 0300 303 2682 as soon as you notice any damage, defect, fault or other failure in the Products. You must not allow any person other than our employees or agents to adjust, alter, repair or interfere with the Products in any way.
- OUR SERVICES
9.1. In order to receive our Services, the Products will need to be installed. We offer a comprehensive delivery and installation Service by our staff who will assess the best location in your home for the Product, and will set up, install and give a demonstration of such Product. They will also give advice on the Products and take questions.
9.2. To receive the Services, you must:
(i) notify us of any details we request concerning emergency contacts. You must ensure that the persons you name as emergency contacts are aware that they have been so named and that they agree with their name being used for this purpose. We may
terminate the Services if you do not keep this information up to date;
(ii) for mobile devices, ensure that your alarm is kept charged to ensure it has sufficient battery. A low/dead battery will mean the alarm will not work. We recommend that the Product is put on charge every evening;
(iii) advise us of any changes to your medical condition that may alter the Service that you require from us. For mobile devices, this would include, for example, any condition that affects your mobility, speech, hearing or memory i.e. stroke, Parkinson’s disease,
serious fall, diagnosis of dementia or Alzheimer’s disease;
(iv) advise us of any changes to the information you have given us by contacting our Customer Service on 0300 303 2682; we will not be responsible for any issues which arise if you do not inform us of any changes in your circumstances that will affect the
Service we provide;
(v) not sell, pledge, charge or otherwise part with possession of the Product, which remains the property of Provide;
(vi) test your Product by pressing your emergency button at least once a month. Failure to do so may jeopardise your safety;
(vii) inform us if, to your knowledge, the alarm Product becomes defective. You will then allow our staff to enter your home, at all reasonable times, on reasonable notice to inspect the Product and carry out maintenance, removal or replacement, as
(viii) activate the alarm in an emergency; in doing so you are allowing us to take reasonable steps to ensure you get the help we think you need. For mobile devices, this will include ascertaining your whereabouts by checking your location on the GPS tracker
and sharing this with the relevant emergency services or your responders to enable help to be provided;
(ix) ensure that we can gain access to your home and enter safely in an emergency; this may include giving us a keysafe combination number. If we are obliged to make a forced entry, you will be charged all reasonable expenses to access your property; and
(x) not abuse or permit any other person to abuse the Service by making persistent calls without reasonable cause. We may charge you all or part of the costs of a visit if you do not allow us access to the Products when we carry out a service visit or where, in
our reasonable opinion, the service request was unnecessary.
9.3. Our Service will include the following monitoring Service or such other Services as we consider appropriate from time to time to monitor alarm calls made by you:
(i) We will monitor and answer your alarm equipment 24 hours a day, 7 days a week within the standards set by the Telecare Services Association.
(ii) When you activate your fixed home based alarm, the Carecall247 operator will contact you to ask for the reason for your call. If the operator does not receive a response from you, the most appropriate responder will be asked to attend (this could be emergency services or your contacts in line with your agreed escalation plan).
(iii) When you activate your mobile device, the Carecall247 operator will ask for your location as well as the reason for the call. It is important that you inform us where you are. If you activate your alarm and the operator does not receive a response from you, your location will be established using the GPS tracker and the most appropriate responder will be asked to attend (this could be emergency services or your contacts in line with your agreed escalation plan). The tracker will only be used to establish your whereabouts when you activate the alarm or if the operator has been alerted that you may be at risk.
(iv) If we have reason to believe that emergency assistance is required we will contact the Police or most relevant service to either gain forced entry to your property (if we are not able to gain access any other way e.g. keysafe).
(v) We will at all times be acting solely as your agent in notifying any emergency contact. This means that we accept no liability for any consequences following a request for assistance made by us following an alarm call, including charges made by an emergency service or emergency contact.
(vi) We will review your support needs with you at your request or if we become aware that your circumstances have changed significantly. This allows you the opportunity to discuss any changes you feel may better meet your needs.
- ACCESS TO SERVICES
10.1. Whilst we will make all reasonable efforts to ensure the Services are operational 24 hours a day, 7 days a week, we do not guarantee that the Services will always be available or uninterrupted. There may be exceptional circumstances where our Services are delayed. Where this is the case, we will inform you as soon as possible. Please also see clause 19 which deals with what happens where an Event Outside Our Control occurs.
10.2. Our obligations to provide the Services shall not under any circumstances extend beyond the obligation to receive and relay alarm calls as set out above. We shall not be liable directly or indirectly for the failure of any third party (e.g. any emergency service, emergency contact, respondent or doctor) to respond appropriately when we notify them of the alarm call.
11.1. Prices of the Products and Services will be as set out on our Website. Prices are expressed in UK Pound Sterling and include VAT where applicable. VAT will be charged at the applicable current rate chargeable in the UK for the time being. However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the Products and Services in full before the change in VAT takes effect.
11.2. We will charge VAT in accordance with clause 11.1 unless you are eligible for relief from VAT.
11.3. Members of the public with chronic illness or disability may be subject to VAT exemption on certain Products. Where you are eligible for relief and wish to claim it you must complete a declaration in a form acceptable to HM Revenue & Customs confirming that you fulfil all the criteria for eligibility. The declaration must be made separately from your order for the Products and Services that you require. Information regarding your VAT status will be captured as part of the on line order process and will be retained by us. Claims for VAT exemption cannot be taken over the telephone. We regret VAT cannot be credited at a later date if the required VAT exemption declaration is not received at the time your order is placed.
11.4. We reserve the right to change the price of any Product and Service at any time. Where we change the price of a Service included in your Hire Agreement, we will give you at least one month’s notice. If you are unhappy with the changes, you can end your Agreement at any time by contacting our Customer Service on 0300 303 2682.
12.1. For payment of Products under a Sale Agreement, you must pay the full price of the Product, as indicated on the Website (and please note the position on VAT at clause 11). In addition to the price of the Product, you will need to pay, depending on what you choose, either the cost of postage or our installation fee, each as indicated on our Website. Please note that payment must be received in full before we can despatch the Products.
12.2. For payments of Products and Services under a Hire Agreement, you must pay as follows:
(i) an upfront one-off payment for delivery or installation which will be payable immediately on placing your order (the “Initial Payment”); we can only start providing our Service once we have received the Initial Payment in full; and
(ii) a monthly charge in relation to the provision of the Services (the “Monthly Charge”). The Monthly Charge is paid each month on the monthly payment date (or the next working day if applicable) (the “Monthly Payment Date”). Your first Monthly Charge will be pro rata to ensure you only pay to receive the Services for the relevant amount of days remaining in that month. After that, payment of the Monthly Charge will be taken on the Monthly Payment Date in respect of Services which will be provided in the following month.
- PAYMENT METHODS
13.1. We charge you when you place your order in accordance with clause 3 and payment may be made by any of the methods indicated on our Website (the “Payment Method”). During the checkout process, you will be asked to enter your payment details and you must complete all fields indicated as compulsory. By completing your payment details you confirm that the credit or debit card being used is yours. All card payments are subject to authorisation by your card issuer.
13.2. Unless you cancel or terminate the Services, you authorise us to charge the Monthly Charge on each Monthly Payment Date for the next calendar month using the same payment method as that used to pay for the order. If you cancel payment of the Monthly Charge before the Hire Agreement has been terminated, you will still be liable to pay all payments due under the Hire
Agreement. You must ensure that you have sufficient funds to pay the Monthly Charge. If you fail to pay the Monthly Charge we will suspend the Service until payment has been received.
14.1. For postal deliveries, we aim to despatch the Product within 2 working days of your order by next day recorded delivery. Where the installation Service is included in the Agreement, we will contact you as soon as possible after your order and in any event within 2 working days of the order to arrange a convenient time for us to come and install the Product. If we are unable to meet the estimated delivery date or the agreed installation date because of an Event Outside Our Control, we will contact you with a revised estimated delivery date.
14.2. We do not charge delivery separately if we install the Product.
14.3. Delivery will be completed when the Product is delivered to the address you gave us or if we arrive at your property to install the Products.
14.4. For postal deliveries, if no one is available at your address to take delivery of the Product, you will need to collect the Product in accordance with instructions from Royal Mail. If we are booked to install the Product and no one was available at your address at the agreed appointment time, you will need to call us on 0300 303 2682 to arrange another appointment, for which we will need to charge a further installation fee.
14.5. The Products will be your responsibility from the completion of delivery or the installation, as applicable. You must follow any advice we give you to keep the Products we supply to you safe (including any instructions or product manuals provided with the products). We cannot accept liability for damage to Products we have supplied which is caused by your failure to follow this advice.
14.6. Unfortunately, we do not deliver to addresses outside the UK. You may place an order for Products and Services from outside the UK, but this order must be for delivery within the UK.
- HOW WE USE YOUR PERSONAL INFORMATION
15.1. We only use your personal information and any other information that you supply to us in
15.3. We will treat all information we receive relating to you or your keyholder and emergency contacts as confidential but we reserve the right to disclose this information about you if we think fit to any respondent, emergency contact, local authority or emergency service in connection with our Services.
15.4. We reserve the right to disclose personal information to third party subcontractors, including information technology providers and business process outsourcing providers, in order to help support our business operations and deliver the Services to you.
16.1. We may revise these Terms from time to time. If we have to revise these Terms as they apply to an ongoing Hire Agreement between us, we will contact you to give you reasonable advance notice of the changes. If you are not happy with the changes, you may terminate the Hire Agreement by calling us on 0300 303 2682 to give us 1 month’s notice and the changes will not apply to your Hire Agreement.
16.2. We may change or suspend a Product. We will contact you in advance (unless the problem is urgent) to tell you we’re suspending supply or changing your Product. These are changes which won’t affect the Services you receive, but if you wish to end the Hire Agreement, please call our Customer Service on 0300 303 2682 and we will refund you any sums you have paid in advance for Products and/or Services you won’t receive.
- CANCELLATION, RETURNS AND REFUNDS
17.1. As a consumer, you have a legal right to cancel an Agreement without giving any reason under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 during the period set out below in clause 17.2. This means that during the relevant period if you change your mind or for any other reason you decide you do not want to receive the Products or the Services, you can notify us of your decision to cancel the Agreement and receive a refund.
17.2. Your legal right to cancel an Agreement starts from the date on which we have received full payment for the Products or Services in accordance with clause 4, which is when the Agreement between us is formed. Your right to cancel ends 14 days after the date on which you receive the Products.
17.3. To cancel an Agreement, you need to let us know that you have decided to cancel, by calling our Customer Service on 0300 303 2682. Once you have notified us you wish to cancel, we will send you a pre paid returns package to return the Product. The cancellation of your Service is only effective when we receive the returned Product.
17.4. To meet the cancellation deadline, it is enough that you have called us before the end of the cancellation period.
Will I get my money back?
17.5. If we have not despatched the Product, you will receive a full refund of the price you paid for the Products, and Services where applicable, and any other charges you paid. We will process the refund due to you as soon as possible using your Payment Method and, in any case, within 14 calendar days of the day on which you gave us notice of cancellation.
17.6. Where we have despatched the Products, or where you have received the Products, we will send you a pre-paid package for you to use to return the Product. You have 14 days from the date of cancellation to return the Products to us. Subject to clauses 17.8 and 17.9, we will use our best endeavours to issue a full refund within 14 days of us receiving the returned Products.
17.7. It is different if you wish to cancel a Hire Agreement where we have started providing the Services, including the installation of the Product. In these circumstances, the installation fee will not be refunded and we will charge you a pro rata Monthly Charge for days of Service provided before cancellation of the Services.
How do I return my Products?
17.8. To return your Products, please contact our Customer Service on 0300 303 2682: we will send you a pre-paid returns package which you must use to return the Products. Products should be returned complete and in original product packaging (if originally supplied in original product packaging). Until you return the Products to us, you have a legal obligation to keep the Products in your possession and to take reasonable care of the Products while they are in your possession. Please do not return a Product without notifying us first.
17.9. We take no responsibility for damage or loss which may happen in transit. Please keep a proof of postage to evidence that you have posted the Product. You may not receive a full refund where the Product you are returning is damaged or lost in the process.
17.10. Please see clause 8 which deals with returns and refunds of faulty Products.
- OUR LIABILITY TO YOU
18.1. This clause 18.1 applies to you as a consumer. We will not sell to you using these Terms if you are a business. We only supply the Products and Services for domestic and private use. You agree not to use the Products or Services for any commercial, business or re-sale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
18.2. Subject to the Terms of this clause, we are responsible for losses you suffer caused by us breaking this Agreement unless the loss is:
(i) 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);
(ii) 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; or
(iii) avoidable. Something you could have avoided by taking reasonable action.
18.3. Except as expressly stated in writing, we make no representation as to the fitness of purpose or suitability of any Products sold for any purposes whatsoever. You acknowledge that neither we nor our employees have any professional or medical qualifications to advise as to fitness for purpose or suitability. You further acknowledge that we have made no representatives other than those incorporated in the Website and these Terms and that you have selected and ordered Goods and Services using your own skill and judgement.
18.4. Our maximum aggregate liability to each other in contract, tort (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise, arising in connection with the performance or contemplated performance of these Terms shall be limited to the total amount paid to us by you in the 12 month period preceding the date on which the claim arose.
18.5. Nothing in these Terms shall exclude either party’s liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation or any other liability that cannot be excluded or limited by law. All warranties, conditions, representations or other terms implied by statute or common law in relation to the Products and Services, and the Website provided by us are excluded to the fullest extent permitted by law.
- EVENTS OUTSIDE OUR CONTROL
19.1. We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under an Agreement that is caused by an Event Outside Our Control. An Event Outside Our Control is defined below in clause 19.2.
19.2. An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster, failure of public or private telecommunications networks, mass computer or system failure or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
19.3. If an Event Outside Our Control takes place that affects the performance of our obligations under an Agreement:
(i) we will contact you as soon as reasonably possible to notify you; and
(ii) our obligations under an Agreement will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Products and Services to
you, we will arrange a new delivery date with you after the Event Outside Our Control is over. You can always contact our Customer Service on 0300 303 2682 to end the Agreement and receive a refund for any Products or Services you have paid for in advance but not received less reasonable costs we may have already incurred.
- TERMINATION OF SERVICES
20.1. You may terminate your Hire Agreement with us at any time by giving us one month’s notice and the Service will continue until the Hire Agreement is terminated. You can do this by calling our Customer Service on 0300 303 2682. Upon giving notice of termination of the Hire Agreement, you will need to return the Products as soon as possible in accordance with clause 17.8.
20.2. We can terminate our Hire Agreement with you by giving you 1 month’s written notice that we will no longer provide the Products and Services and claim any compensation due to us if:
(i) you don’t make any payment to us when it’s due and you still don’t make payment within 14 days of our reminding you that payment is due;
(ii) 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 or Services or allow us to deliver the Product or Services to you; or
(iii) you are in breach of these Terms. If we terminate the Hire Agreement with you, you will need to return the Products as soon
as possible in accordance with clause 17.8.
20.3. Where either of us ends the Hire Agreement by giving notice to the other, your obligation to pay for the Products and Services and our obligation to provide them will end when we receive the returned Product, and until then they will continue. Upon termination of the Hire Agreement, each party must pay the other any amounts outstanding.
- COMMUNICATIONS BETWEEN US
21.1. When we refer, in these Terms, to “in writing”, this will include e-mail.
21.2. We will need to contact you to fulfil your orders. We are also required by law to send you certain information in writing. When using our Website, you accept that communication with us will be mainly sent by email or by posting notices on our Website. When contacting you we will use the contact details, including email address, telephone or postal address, which you have provided to us.
21.3. You can contact us at any time through our Customer Service 0300 303 2682.
- OTHER IMPORTANT TERMS
22.1. As a consumer, you have legal rights in relation to the Products and Services that are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights.
22.2. We may transfer our rights and obligations under any Agreement with you to another organisation, but this will not affect your rights or our obligations. 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 on 0300 303 2682 to end your Agreement within one month of us telling you about it and we will refund you any payments you have made in advance for Products and Services not provided.
22.3. You can only transfer your Hire Agreement with us to someone else if we agree to it.
22.4. Nobody else has any rights under these Terms. This Agreement 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.
22.5. If a court invalidates some of this Agreement, 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.
22.6. Even if we delay in enforcing this Agreement, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you are not allowed to, but that does not mean we can’t do it later.
- YOUR OPTIONS TO RESOLVE DISPUTES WITH US
23.1. Our Customer Service Team on 0300 303 2682 will do their best to resolve any problems you have with us or our Products or Services as per our Complaints Policy. Please see further details at contact us .
23.2. 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 Centre for Effective Dispute Resolution through their website at www.cedr.com. If you are not satisfied with the outcome you can still go to court.
23.3. You can go to court. These Terms are governed by English law and wherever you live you can bring claims (whether contractual or non-contractual) 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