Terms & conditions

1. About these terms

These are the terms on which we sell Twistaroo products to you through https://twistaroo.co.uk. Please read them before you order. They're written for customers buying for personal use (what the law calls "consumers"). Nothing in these terms takes away any of the rights the law gives you as a consumer.

2. Who we are and how to contact us

Twistaroo is run by Sam [SURNAME], trading as Twistaroo, a sole trader based in the UK.

Postal address: [POSTAL ADDRESS]
Email: sam@twistaroo.co.uk
[VAT number: [VAT NUMBER] — include only if VAT registered]

The easiest way to contact us is by email. If we need to contact you, we'll use the email address you gave when you ordered.

3. Our products

Twistaroo is a flexible, rubber-coated rod that clips onto a supermarket trolley handle and holds a clipboard (A5 or A4) or a phone while you shop. We sell three versions, described on the website.

The photos on the website are there to give you a good idea of the product. Colours may look slightly different on different screens, and packaging may vary.

Twistaroo is an accessory to make shopping easier. It is not a safety device, a lock or a restraint. Please see section 9.

4. Ordering, and when the contract is made

Choose your products and add them to your cart. The cart is remembered by your own browser.
When you click to check out, you're taken to a secure payment page run by Stripe, our payment provider. Stripe asks for your name, email address, delivery address and card details. We never see your card details.
When you complete payment, you are making an offer to buy. Stripe will email you a receipt to confirm the payment has gone through. This is not yet our acceptance of your order.
We accept your order, and the contract between us is made, when we email you to confirm it has been dispatched. We aim to do this within 1 working day (Monday to Friday, not including bank holidays).
Occasionally we may not be able to accept an order, for example because the item is out of stock, there has been a mistake in the price, we can't deliver to the address given, or we suspect the order is fraudulent. If that happens, we'll tell you by email and refund your payment in full.

Please check your delivery address carefully before you pay. If you spot a mistake afterwards, email us straight away and we'll do our best to correct it before dispatch.

5. Prices and payment

All prices are in pounds sterling (£).
[VAT — OWNER TO CONFIRM AND KEEP ONE: "All prices include VAT at the current rate." OR "We are not VAT registered, so no VAT is charged."]
Postage is a flat £2.50 per order to UK addresses. It is shown separately on the checkout page before you pay, so you'll always see the full cost first.
Payment is taken in full when you order, through Stripe's secure checkout.
We do our best to get prices right, but mistakes can happen. If the price of something you've ordered is obviously wrong, so that you could reasonably have realised it was a mistake, we'll contact you before dispatch. You can then choose to pay the correct price or cancel for a full refund. We won't dispatch at the wrong price.
We may change prices on the website at any time, but that won't affect orders we've already accepted.

6. Delivery

We deliver to addresses in the United Kingdom only. [OWNER TO CONFIRM: whether this includes Northern Ireland, the Scottish Highlands and Islands, and BFPO addresses, and whether the Channel Islands and Isle of Man are included or excluded.]
We aim to dispatch within 1 working day of your order, by Royal Mail [OWNER TO CONFIRM, or name the courier you use].
Delivery usually takes 4 to 5 working days from dispatch. This is an estimate, not a guarantee. Post can be delayed by things like bad weather or strikes. By law we must deliver within 30 days of your order unless we've agreed something else with you. If we don't, you can cancel and receive a full refund.
If your order is late, please email us. We'll chase it, and if it's lost we'll send a replacement or refund you.
The products become your responsibility, and the risk of loss or damage passes to you, once they've been delivered to the address you gave. That applies whether they're handed to you, to someone else at that address, or left in a safe place or with a neighbour if you asked for that.
If a parcel is returned to us because the address you gave was wrong or incomplete, we'll contact you to arrange re-delivery. We may ask you to cover the cost of posting it again.

7. Your right to change your mind

Your legal right. Because you're buying online rather than in a shop, the law (the Consumer Contracts Regulations 2013) gives you 14 days from the day you receive your order to tell us you've changed your mind, for any reason. You then have another 14 days to send the goods back. Under the law alone, you would pay the cost of returning the item, and we could reduce your refund if the item had been handled more than was needed to check it.

Our 30-day guarantee — this is the one that applies. We go further than the law requires. You can return any Twistaroo for any reason within 30 days of receiving it, returns are free, and we'll refund you in full, including the original postage. Because our guarantee is more generous in every way, it's the one we apply. Full details are in our Returns & Refunds Policy.

How to cancel. Email sam@twistaroo.co.uk with your order number (it's on your Stripe receipt). You don't need to give a reason. You can also use the cancellation form at the end of these terms, but you don't have to.

Refunds. We'll refund you to the card or payment method you used, within 14 days of receiving the item back (or of you sending us proof of posting, if that's earlier).

8. If something is wrong with your Twistaroo

The Consumer Rights Act 2015 says the products we sell must be of satisfactory quality, fit for purpose and as described. If yours isn't, you're entitled to:

Within 30 days of delivery: a full refund.
Up to 6 months after delivery: a repair or replacement. If that isn't possible or doesn't fix it, a full refund.
After 6 months: you can still make a claim if the product had a fault when you received it, though after 6 months you would need to show that. Claims can be made for up to 6 years after purchase (5 years in Scotland).

If your Twistaroo is faulty, we'll cover the cost of returning it. Just email us, ideally with a photo. Our Returns & Refunds Policy explains how. For independent advice about your rights, you can contact Citizens Advice at https://www.citizensadvice.org.uk.

9. Using Twistaroo safely and sensibly

Twistaroo is designed to hold a clipboard or a phone on a trolley handle while you shop, and that's all it's designed for. Please:

Follow any instructions that come with it, and make sure it's clipped on securely before you rely on it.
Don't use it as a safety restraint, a support for a child or baby, a lock, or to hold anything heavier or more fragile than a clipboard or phone.
Keep an eye on your phone and other valuables. Twistaroo holds them in place; it doesn't protect them from theft, knocks or drops. You're responsible for your own belongings.

10. Our responsibility to you

If we break these terms or are careless, we're responsible for loss or damage you suffer that was a foreseeable result. Loss is "foreseeable" if it's obvious it would happen, or if we both knew it might when the contract was made.
We don't exclude or limit our responsibility where the law doesn't allow it. That includes death or personal injury caused by our negligence, fraud, and your rights under the Consumer Rights Act 2015 (see section 8).
We're not responsible for loss or damage caused by using Twistaroo in a way it isn't designed for (see section 9), or by failing to clip it on or secure the items it holds properly.
We're not responsible for loss of, or damage to, items you put in a Twistaroo, such as a phone, unless that's caused by a defect in the Twistaroo itself.
We only supply products for private use. If you use a Twistaroo for business, we're not responsible for business losses such as lost profit or interruption to your business.

11. Our name, photos and website content

The Twistaroo name and logo, and the photos, text and design on our website, belong to us. [OWNER TO CONFIRM: if the name or logo is a registered trade mark, say so here.] Please don't copy them or use them for commercial purposes without asking us first. You're very welcome to share links to our website.

12. Events outside our control

Sometimes things happen that neither of us can control, such as postal strikes, severe weather or supplier problems. If something like that delays your order, we'll let you know as soon as we can and keep the delay as short as possible. We're not responsible for the delay itself, but if it means a wait of more than 30 days, you can cancel and get a full refund.

13. If you have a complaint

We would much rather know about a problem than have you unhappy. Email sam@twistaroo.co.uk and we'll reply within 5 working days (usually much sooner) and try to put things right.

If we can't sort it out between us, we'll tell you so in writing. We're not required to use an alternative dispute resolution scheme and we're not currently signed up to one, but we'll point you to your other options. You can get free advice from Citizens Advice at https://www.citizensadvice.org.uk and, if it comes to it, take a claim to the small claims court.

14. Other important terms

These terms are between you and us. Nobody else has any rights under them.
Each section of these terms works separately. If a court decides one part isn't valid, the rest still applies.
If we don't insist on something straight away, we can still insist on it later.
We may update these terms from time to time. The version on the website when you place your order is the one that applies to that order.
We may transfer our rights and obligations under these terms to another business, for example if we sell the business. We'd tell you if so, and your rights wouldn't be affected.

15. Which laws apply

These terms are governed by the law of England and Wales, and you can bring a claim in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts, and you keep the benefit of any consumer protections under the law where you live.

Cancellation form

You don't have to use this form. An email saying you want to cancel is fine. If you'd prefer to use it, copy it into an email to sam@twistaroo.co.uk.

To: Twistaroo, [POSTAL ADDRESS], sam@twistaroo.co.uk

I/We give notice that I/we cancel my/our contract for the sale of the following goods:

Ordered on:
Received on:
Order number:
Name of customer(s):
Address of customer(s):
Date: