Terms & Conditions of Sale

1. About GRP Express and these Terms

These Terms apply when you order goods, materials, components or other products from GRP Express through our Website or where an order, quotation, trade account or other agreement expressly incorporates these Terms.

In these Terms:

• “GRP Express”, “we”, “us” and “our” mean Vital Distribution Ltd when trading through the GRP Express business;
• “you” and “your” mean the person or organisation purchasing or agreeing to purchase Products from us;
• “Products” means goods, materials, components and other products supplied by GRP Express; and
• “Website” means the GRP Express website and online store.

If we provide a written quotation, order acknowledgement or other document containing specific terms for an order, those specific terms will apply to that order. If there is a direct conflict between those specific terms and these Terms, the specific written terms will take priority to the extent of that conflict.

2. Consumers and business customers

Consumers

You are generally a consumer if you are an individual purchasing Products wholly or mainly for purposes outside your trade, business, craft or profession.

Consumers have statutory rights under UK consumer protection law. Nothing in these Terms limits or excludes those rights.

Business customers

You are a business customer if you purchase Products wholly or mainly in connection with a trade, business, craft or profession, whether acting as a sole trader, partnership, company, public body or other organisation.

If you are acting on behalf of a business or organisation, you confirm that you have authority to bind that business or organisation to the contract.

If you are a business customer, these Terms together with any applicable quotation, order confirmation, trade account terms and expressly agreed written terms constitute the agreement between us in relation to the relevant order.

3. Ordering products

You may place an order through the GRP Express Website or through another ordering route that we make available.

When ordering through the Website, you are responsible for checking your order carefully before submitting it, including:

• the Product selected;
• quantity;
• depth, size, colour and specification;
• panel or profile dimensions;
• mesh or product type;
• cutting dimensions;
• fabrication instructions;
• delivery or collection method;
• billing information; and
• delivery address and contact information.

You must ensure that information provided to us is complete and accurate. The Website will provide a reasonable opportunity to review and correct input errors before an online order is submitted.

If we require additional information before we can process or fulfil an order, we may contact you to request it.

If you do not provide required information within a reasonable time, we may delay processing the order, make a reasonable additional charge for work caused by incomplete or incorrect information, or cancel the affected part of the order. We will not impose an additional charge on a consumer unless the charge is lawful, fair and disclosed where required.

4. When a contract is formed

Submitting an order is an offer by you to purchase the Products included in that order.

An automated email or Website message confirming that we have received your order is an acknowledgement of receipt and does not necessarily mean that we have accepted your order.

Unless we expressly tell you otherwise, a contract between you and us is formed when we accept the order by:

• sending you an order acceptance or dispatch confirmation;
• notifying you that Products are ready for collection;
• beginning agreed cutting or fabrication work on your accepted order; or
• otherwise expressly confirming that we have accepted the order.

We may decline an order before acceptance, including where:

• a Product is unavailable;
• we cannot meet a requested delivery requirement;
• we identify an obvious pricing or description error;
• payment is not authorised;
• a trade or credit account is not approved or has been suspended;
• the order is outside our delivery capability;
• we reasonably suspect fraud or misuse; or
• we are unable to fulfil the order for another legitimate reason.

If we decline an order after you have already paid us, we will refund the amount paid for the Products we cannot supply.

We will provide confirmation of an online consumer contract in a durable medium, such as email, no later than delivery of the Products.

5. Our products

We take reasonable care to describe Products accurately.

Product images are provided for illustrative purposes. The appearance of a Product may vary from an image because of manufacturing variation, lighting, screen settings, photography, batch variation or other factors.

Colours shown digitally are indicative only and should not be relied upon as an exact colour match.

Where a colour is identified by a RAL number or another formal colour reference, reasonable manufacturing and batch variation may still occur.

Dimensions, weights and other Product data may be subject to normal manufacturing tolerances or the tolerances stated in the relevant Product description, technical datasheet or quotation.

GRP products may have natural visual or surface variations resulting from the manufacturing process, resin system, reinforcement, aggregate, anti-slip surface or finishing process. Such variations are not necessarily defects.

We may make minor changes to Products where necessary to:

• comply with law or regulatory requirements;
• reflect manufacturer changes;
• improve safety or performance; or
• make technical changes that do not materially alter the intended function of the Product.

Any change that would materially affect a consumer Product or its intended use will be dealt with in accordance with applicable consumer law.

6. Cut-to-size, fabricated and customised products

GRP Express may offer cutting, preparation, fabrication or other customisation services for certain Products.

You are responsible for ensuring that all dimensions, quantities, drawings, cut lists and other instructions you provide are accurate and suitable for your requirements.

Unless expressly agreed otherwise in writing, dimensions supplied by you will be treated as finished dimensions required from the cutting or fabrication process, subject to the applicable cutting and manufacturing tolerances.

Once cutting, fabrication or other custom processing has begun, an order may not be capable of being changed or cancelled.

Offcuts and unused material resulting from a cutting or optimisation service will only be supplied where this is expressly included in the order or otherwise agreed with us.

7. Technical information and product suitability

Product descriptions, load information, technical data, drawings, installation guidance, standards references and other technical information are provided to assist customers in selecting and using Products.

The performance, certification and compliance information applicable to a Product is the information specifically stated for that Product in the relevant datasheet, certification, Product description or written quotation.

A standard or certification referenced for one Product should not be assumed to apply to every Product sold by GRP Express.

Unless we have expressly agreed in writing to provide a design, specification or engineering service, you remain responsible for determining whether Products are suitable for:

• the intended application;
• required loadings and spans;
• site conditions;
• environmental exposure;
• chemical exposure;
• fire-performance requirements;
• anti-slip requirements;
• access and safety requirements;
• fixing and support arrangements; and
• applicable legislation, standards and project specifications.

Technical assistance provided by GRP Express is based on the information available to us at the time. You must provide complete and accurate information where you ask us to assist with Product selection.

Nothing in this section affects any statutory rights a consumer may have where a particular purpose has been made known to us and the law provides that the Product must be fit for that purpose.

8. Prices, VAT and additional charges

Product prices will normally be the prices displayed on the Website or otherwise confirmed to you when your order is accepted.

Prices are stated in pounds sterling unless expressly stated otherwise.

Prices directed at consumers will include VAT and other unavoidable taxes or charges that can be calculated in advance. Prices directed exclusively at business customers may be shown exclusive of VAT where this is made clear.

Where the Website serves both consumers and businesses, VAT treatment will be clearly identified and the total amount payable, including VAT, will be shown before an online order is placed.

Trade-account customers may have access to account-specific pricing, quantity pricing or separately agreed commercial terms.

Delivery, cutting, fabrication, handling and other mandatory charges will be included in the total price where they can reasonably be calculated in advance. Where a mandatory charge cannot be calculated in advance, we will provide clear information explaining how it will be calculated before you place the order.

Optional extras will only be charged where you have actively agreed to them.

We take reasonable care to ensure prices are correct. If we discover an error before accepting your order, we may contact you and offer you the option to proceed at the correct price or cancel the affected Product.

If a pricing error is obvious and could reasonably have been recognised as an error, we are not obliged to supply the Product at the incorrect price. This does not affect any rights you may have where a contract has already been validly formed and applicable law provides otherwise.

9. Payment

Unless you have an approved credit account or we have agreed another payment arrangement in writing, payment is due when you place your order.

We may accept payment methods made available through the Website or otherwise agreed by us.

Orders paid by bank transfer may not be processed, cut, fabricated or dispatched until cleared funds have been received unless we expressly agree otherwise.

If a payment is declined, reversed, cancelled or otherwise not received, we may suspend or cancel the order.

If you believe an invoice is incorrect, please contact GRP Express promptly so that the matter can be investigated.

10. Trade and credit accounts

Eligible business customers may apply for a GRP Express trade account.

Trade account approval is at our discretion and may be subject to identity, business, credit, fraud-prevention or trade-reference checks.

A trade account may provide access to:

• trade or account-specific pricing;
• quantity pricing;
• saved projects;
• saved quotations or quote baskets;
• reordering facilities;
• cut lists and material planning tools;
• panel optimisation tools;
• project-specific ordering;
• account-specific delivery arrangements; and
• credit facilities where separately approved.

Access to trade features does not automatically mean that credit facilities have been granted.

Where credit facilities are approved, invoices must be paid by the due date stated on the invoice or in the applicable credit terms.

If a business customer fails to pay an undisputed amount when due, we may, where applicable:

• suspend further orders or deliveries;
• withdraw or reduce the available credit limit;
• require payment in advance for future orders;
• claim statutory interest, fixed compensation and reasonable recovery costs available under the Late Payment of Commercial Debts (Interest) Act 1998 or other applicable law; and
• take reasonable steps to recover amounts owed.

We may review, suspend, vary or withdraw trade or credit account facilities where reasonably necessary.

A business is responsible for activity carried out by users it authorises to access its GRP Express trade account. The business must take reasonable steps to keep account credentials secure and notify us promptly of suspected unauthorised use.

11. Delivery

Delivery options, charges and estimated timescales vary according to the Product, order size, weight, delivery postcode and delivery method.

Further information is available on our Delivery & Collection page.

Delivery times

For consumer orders, unless a different delivery period is agreed, we will deliver without undue delay and normally within 30 days after the contract is formed, as required by applicable law.

For business orders, delivery dates and times are estimates unless we expressly agree in writing that a particular date or time is guaranteed or time is of the essence.

Next working-day delivery

Certain stocked Products and eligible orders may qualify for next working-day delivery where an order is placed and accepted before the applicable order cut-off.

Unless expressly stated otherwise, the published GRP Express cut-off for eligible next working-day orders is 3pm Monday to Friday, excluding public holidays.

Eligibility may depend on:

• Product stock availability;
• whether cutting or fabrication is required;
• the time the order is accepted and payment is cleared;
• delivery postcode;
• order dimensions and weight;
• carrier availability;
• site access; and
• the delivery service selected.

Delivery dates and times are estimates unless we expressly agree in writing that a particular delivery date or time is guaranteed.

Large and bulky Products

GRP panels, profiles and other Products may be long, wide, heavy or bulky and may require specialist transport.

You must provide accurate information about any site access restrictions that may affect delivery.

Depending on the delivery method, you may be responsible for providing suitable labour, equipment or mechanical offloading facilities.

Where specialist unloading is required, this must be agreed before delivery and may be subject to an additional charge disclosed before the order is placed or agreed.

Partial deliveries

We may make a delivery in instalments where this is reasonable and does not materially disadvantage a consumer. Each business instalment may be invoiced separately where agreed or stated in the order documentation.

Failed delivery

If delivery cannot be completed because:

• the delivery address is incorrect;
• access is unsuitable;
• no authorised person is available;
• required unloading arrangements are not available; or
• another circumstance within your reasonable control prevents delivery,

we may charge reasonable costs associated with storage, redelivery, additional transport or handling. Any consumer charge will be limited to costs that are lawful, fair and reasonably incurred.

Delivery delays

If we become aware of a significant delivery delay, we will take reasonable steps to keep you informed where practicable.

Consumer rights relating to delayed delivery are not affected by these Terms.

12. Collection

Where collection is available and selected, we will notify you when the Products are ready to collect.

You should not attend to collect Products until we have confirmed that they are ready.

You are responsible for ensuring that the vehicle used for collection is suitable for the dimensions, weight and nature of the Products.

You are responsible for securing Products safely for transport after they have been loaded or handed over to you, except to the extent that the law provides otherwise.

If Products are not collected within the agreed period, we may contact you to arrange a new collection date and may charge reasonable storage or handling costs where appropriate. Any consumer charge will be lawful, fair and proportionate to the costs reasonably incurred.

13. Risk and ownership

Consumers

If you are a consumer, Products remain at our risk until they come into the physical possession of you or a person you have identified to receive them, except where you have commissioned a carrier that we did not offer and applicable law provides that risk passes earlier.

Business customers

If you are a business customer, risk in the Products passes to you when:

• the Products are delivered to the agreed delivery location;
• the Products are collected by you or your authorised carrier; or
• the Products are otherwise handed over in accordance with the agreed delivery arrangement.

Where Products are supplied to a business customer on credit, legal title to those Products will not pass until we have received payment in full, in cleared funds, for those Products and all other sums due under the same order.

Until title passes, the business customer must:

• hold the Products on our behalf and take reasonable care of them;
• store them separately, where reasonably practicable, and identify them as our property;
• keep them insured for their full replacement value from the time risk passes;
• not remove, deface or obscure identifying marks or packaging; and
• notify us promptly if the Products are lost, damaged, seized or subject to a third-party claim.

A business customer may resell Products in the ordinary course of business before title passes. That permission ends automatically if we become entitled to suspend further performance because of non-payment.

If payment is overdue and title has not passed, we may, to the extent permitted by law, require the Products to be returned and enter premises where they are reasonably believed to be located to recover them, provided we do so lawfully and without breaching any applicable insolvency restrictions.

14. Cancelling or changing an order

Please contact GRP Express as soon as possible if you wish to change or cancel an order.

Whether an order can be changed or cancelled depends on:

• whether the order has been accepted;
• whether Products have been dispatched;
• whether cutting or fabrication has begun;
• whether Products have been ordered specifically for you;
• whether you are a consumer or business customer; and
• any statutory rights that apply.

Business customers do not have an automatic change-of-mind cancellation right unless we expressly agree one.

Where we agree to a business customer’s cancellation after work or costs have been incurred, we may deduct or charge reasonable costs and losses directly resulting from the cancellation, taking reasonable steps to reduce avoidable loss.

15. Consumer cancellation rights

If you are a consumer purchasing Products online or through another qualifying distance-selling arrangement, you will normally have the statutory right to cancel the contract without giving a reason within the applicable 14-day cancellation period.

For a typical order of goods, the cancellation period generally ends 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods.

Where Products forming one order are delivered separately, the applicable period may run from receipt of the final Product or delivery, as provided by law.

To exercise a statutory cancellation right, you must make a clear statement informing us of your decision to cancel before the cancellation period expires.

You can do this by contacting GRP Express, writing to the address in section 26, or using the model cancellation form. Use of the model form is optional.

Products made to your specifications

The statutory change-of-mind cancellation right does not apply in all circumstances.

In particular, the right may not apply to goods that are made to your specifications or clearly personalised.

This may include Products that have been cut, fabricated or specifically prepared to dimensions or specifications supplied or approved by you where the relevant legal exception applies. Selecting a standard option from our normal range does not automatically bring the Product within this exception.

This exception does not remove your statutory rights where Products are faulty, not as described or otherwise fail to comply with the contract.

Returning cancelled goods

Where you validly exercise a statutory cancellation right and the Products have been delivered to you, you must return or arrange the return of the Products without undue delay and no later than 14 days after telling us that you wish to cancel, unless we have offered to collect them.

Because many GRP Express Products are large, bulky or require specialist carriage, please contact us before arranging a return.

Unless we are responsible for the return costs or have agreed to pay them, a consumer exercising a change-of-mind right will be responsible for the direct cost of returning the Products where this was explained before the contract was formed.

For Products that cannot normally be returned by post, we will provide the return cost or a reasonable estimate of that cost before the contract is formed where required by law. If we fail to provide that information where the law requires it, we will bear the direct return cost.

Details are provided in our Returns Policy.

Refunds following consumer cancellation

Where you validly cancel under a statutory cancellation right, we will provide any refund due without undue delay and within the period required by law.

Where we have not offered to collect the goods, we may be entitled to wait until we receive the goods back or you provide evidence that they have been returned, whichever occurs first.

We may reduce a refund where permitted by law if the value of returned goods has been reduced because they have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning.

Where applicable, we will refund the cost of our least expensive standard delivery option. We are not required to refund additional delivery costs resulting from you choosing a more expensive delivery method.

16. Returns and refunds

Our Returns Policy explains the practical process for requesting and arranging a return.

You should contact us before attempting to return large-format GRP panels, profiles, fabricated Products or other bulky materials.

Products should not be returned to our premises without prior agreement where a return authorisation or specific transport arrangement is required.

Returns must be packaged and transported appropriately to minimise the risk of damage.

Refunds will normally be made to the original payment method where reasonably possible unless another lawful arrangement is agreed.

Where we agree, at our discretion, to accept a non-faulty return from a business customer, we may apply reasonable collection, handling or restocking charges notified before the return is agreed.

Nothing in our Returns Policy limits consumer statutory rights.

17. Defective products — consumer customers

If you are a consumer, we are under a legal duty to supply Products that comply with the contract.

Your statutory rights may include rights where Products are:

• not of satisfactory quality;
• not fit for an applicable purpose;
• not as described; or
• otherwise not in conformity with the contract.

Depending on the circumstances and applicable law, remedies may include the short-term right to reject, repair or replacement, a price reduction, or a final right to reject.

Nothing in these Terms or our Returns Policy limits those statutory rights.

Please contact GRP Express promptly if you believe a Product is faulty, damaged or not as described.

18. Defective products — business customers

Business customers should inspect Products as soon as reasonably practicable following delivery or collection and before installation, cutting or use where reasonably possible.

Visible shortages, incorrect Products or transit damage should, where reasonably practicable, be reported within two working days of delivery or collection so that we can investigate the issue and, where appropriate, pursue the relevant carrier.

Where reasonably practicable, visible delivery damage should be noted on the carrier’s delivery documentation at the time of delivery. Signing a delivery note without qualification does not remove a right in respect of a defect that could not reasonably have been identified at delivery.

A latent defect should be reported promptly and, where reasonably practicable, within five working days after it is discovered.

If a business customer believes that a Product is defective, the customer must:

• notify us within a reasonable time after discovering the issue;
• provide reasonable details of the alleged defect;
• provide photographs or other evidence where reasonably requested;
• stop using the affected Product where continued use could worsen the issue or create a safety risk; and
• give us a reasonable opportunity to inspect or investigate the Product.

Where we accept that a Product supplied to a business customer was defective or did not materially comply with the agreed specification at the relevant time, we may, at our option and subject to applicable law:

• repair the Product where appropriate;
• replace the affected Product;
• refund the price paid for the affected Product; or
• provide another remedy agreed between us.

We will not be responsible for a defect to the extent it results from:

• incorrect storage;
• incorrect handling;
• incorrect installation;
• failure to follow applicable instructions;
• use outside the Product’s intended or agreed application;
• unsuitable supports or fixings;
• overloading;
• unauthorised alteration or repair;
• fair wear and tear;
• accidental or deliberate damage;
• abnormal environmental conditions; or
• another cause arising after risk has passed to the customer and which was not caused by us.

Any specific manufacturer or Product warranty expressly provided with a Product will apply in accordance with its own terms.

19. Customer responsibilities

Unless expressly included in our written scope of supply, GRP Express sells Products on a supply-only basis.

You are responsible for:

• selecting Products appropriate for the intended use;
• checking quantities and dimensions;
• checking applicable drawings and specifications;
• ensuring suitable storage after delivery;
• safe handling of Products;
• using suitable personal protective equipment and dust-control measures when cutting, drilling or handling GRP;
• providing suitable supports, structures and fixings;
• correct installation;
• complying with applicable installation instructions;
• carrying out any required engineering or structural assessment;
• checking site-specific risks and conditions; and
• complying with applicable health and safety, building, construction and other legal requirements.

Products must not be used beyond their applicable design, span, loading or environmental limitations.

Where you modify, drill, cut or fabricate Products after supply, you are responsible for ensuring that the modification is carried out correctly and does not make the Product unsuitable or unsafe.

20. Our right to suspend or cancel an order

We may suspend or cancel all or part of an order where reasonably necessary if:

• payment is not made when due;
• payment is declined or reversed;
• you fail to provide information required to fulfil the order;
• you fail to arrange or permit delivery or collection;
• we reasonably suspect fraud or unlawful activity;
• you materially breach the contract;
• a trade or credit account is suspended or withdrawn;
• Products become unavailable before we accept the order; or
• an event outside our reasonable control prevents supply.

Where we cancel an order because of your material breach, we may deduct or recover reasonable losses and costs resulting from that breach, subject to applicable law and our duty to take reasonable steps to reduce avoidable loss.

Where we cancel Products that you have paid for and you are not responsible for the cancellation, we will refund the amount paid for Products not supplied.

21. Our liability to consumer customers

If you are a consumer, we are responsible for loss or damage that is a foreseeable result of our breach of the contract or our failure to use reasonable care and skill, subject to applicable law.

Loss or damage is foreseeable if it is obvious that it will happen or if, when the contract was made, both you and we knew it might happen.

We do not exclude or limit liability where it would be unlawful to do so.

This includes liability that cannot legally be excluded for matters such as:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of statutory consumer rights;
• liability for defective products where applicable law does not permit exclusion; or
• other liability that applicable law does not permit us to exclude.

If you are a consumer, Products are supplied for your personal use unless otherwise agreed. We are not responsible for business losses arising from use of Products for commercial purposes where you purchased as a consumer, to the extent permitted by law.

22. Our liability to business customers

This section applies only where you are purchasing as a business customer.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of the terms implied by section 12 of the Sale of Goods Act 1979 relating to title; or
• another liability that cannot lawfully be excluded or restricted.

Subject to the paragraph above, we will not be liable to a business customer for:

• loss of profit;
• loss of revenue;
• loss of business;
• loss of anticipated savings;
• loss of opportunity;
• loss of goodwill;
• loss or corruption of data; or
• indirect or consequential loss.

Subject to liability that cannot lawfully be limited or excluded, our total aggregate liability to a business customer arising out of or in connection with an order, whether in contract, tort including negligence, breach of statutory duty or otherwise, shall not exceed the total price paid or payable by the customer for the Products under the order giving rise to the claim.

Any limitation or exclusion in this section applies only to the extent that it satisfies any applicable statutory reasonableness requirement.

We are not responsible for losses caused by a business customer’s failure to:

• select Products suitable for the intended application;
• provide accurate specifications or dimensions;
• follow technical or installation information;
• store or handle Products correctly;
• install Products correctly;
• obtain appropriate professional design or engineering advice; or
• comply with applicable site and safety requirements.

23. Events outside our reasonable control

We will not be responsible for delay or failure to perform an obligation where that delay or failure results from an event, circumstance or cause outside our reasonable control.

Such events may include, where relevant:

• severe weather;
• flood, fire or natural disaster;
• industrial disputes;
• transport or carrier disruption;
• road closures;
• port disruption;
• failure of utilities or telecommunications;
• cyber incidents outside our reasonable control;
• government action;
• war, terrorism or civil disturbance;
• epidemic or pandemic disruption;
• material shortages;
• unexpected manufacturer or supplier failure; or
• other comparable circumstances outside our reasonable control.

We will take reasonable steps to minimise the effect of such an event where practicable.

If a force majeure event prevents a substantial part of a business order from being performed for more than 60 consecutive days, either party may cancel the affected unperformed part by written notice, without affecting rights accrued before cancellation.

Consumer statutory rights in relation to significant delivery delays or non-performance are not affected.

24. Other important terms

Entire agreement for business customers

If you are a business customer, the contract contains the entire agreement between you and us in relation to the relevant order and replaces earlier discussions, correspondence and proposals relating to that order.

A business customer acknowledges that it has not relied on a statement, representation or assurance that is not set out in the contract. Nothing in this provision limits liability for fraud or fraudulent misrepresentation.

Changes and variations

A variation to an accepted business order must be agreed in writing by an authorised representative of GRP Express.

Transfer of rights

We may transfer our rights or obligations under a contract to another organisation where permitted by law and where doing so does not unlawfully reduce a consumer’s rights.

You may only transfer your rights or obligations under an order where we agree in writing, except where applicable law gives you a right to do so.

Third-party rights

Unless expressly stated otherwise, the contract is between you and us and no other person has a right to enforce its terms.

Severability

Each provision of these Terms operates separately. If a court or competent authority finds part of these Terms unlawful or unenforceable, the remaining provisions will continue in effect.

Delay in enforcement

If either party delays enforcing a right, this does not necessarily mean that the right has been waived.

Notices

A notice relating to an order may be sent using the postal or email details supplied for that order, unless the contract or applicable law requires a different method. This does not restrict a consumer’s right to communicate a cancellation by any clear statement permitted by law.

Changes to these Terms

We may update these Terms from time to time.

The version applicable to an order will normally be the version in effect when the relevant contract is formed, unless a change is required by law or is otherwise lawfully agreed.

Personal information

Information about how we handle personal information is set out in our Privacy Policy.

Information about cookies and similar technologies is set out in our Cookie Policy.

25. Governing law, complaints and disputes

Resolving problems

We want to resolve problems with Products or orders fairly and promptly.

Please contact GRP Express in the first instance if you have a complaint or dispute.

Consumers

If you are a consumer, these Terms and the contract are governed by the law of England and Wales. You will continue to benefit from any mandatory protections given to you by the law of the part of the United Kingdom in which you live.

If you live in England or Wales, you may bring legal proceedings in the courts of England and Wales. If you live in Scotland, you may bring proceedings in Scotland or in England and Wales. If you live in Northern Ireland, you may bring proceedings in Northern Ireland or in England and Wales.

If we cannot resolve a consumer complaint directly, we will provide any information about an accredited alternative dispute resolution provider that we are required to provide by law and will state whether we are willing or obliged to use that provider.

Businesses

If you are a business customer, the contract and any dispute or claim arising out of or in connection with it, including a non-contractual dispute or claim, shall be governed by the law of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction over any such dispute or claim involving a business customer.