Terms and Conditions
These terms
1.1 These are the terms and conditions on which we supply products to you, whether these are goods, services or digital content.
1.2 Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
- Information about us and how to contact us
2.1 We are The Family Enrichment Hub a sole trader established in England and Wales. To request our address please email info@thefamilyenrichmenthub.com
2.2 You can contact us by emailing us at info@thefamilyenrichmenthub.com
2.3 If we have to contact you we will do so by telephone or by writing to you at the email address you provided to us.
2.4 When we use the words “writing” or “written” in these terms, this includes emails.
- Our contract with you
3.1 Our acceptance of your order will take place when your purchase is completed online, at which point a contract will come into existence between you and us.
3.2 If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is currently unavailable, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product, or any other unforeseen circumstance.
- Our products
4.1 The images of the products on our website are for illustrative purposes only.
- Your rights to make changes
If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 8).
- Our rights to make changes
6.1 We may change the product to reflect changes in relevant laws and regulatory requirements and to implement minor technical adjustments and improvements. These changes will not affect your use of the product.
6.2 In addition, we may make changes to these terms or the product, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.
- Providing the products
7.1 During the order process we will let you know when we will provide the products to you.
7.1.2 We will begin the services on the date agreed with you during the order process.
7.1.3 If the products are ongoing services or a subscription to receive digital content. We will supply the services, goods or digital content to you until either the services are completed or the subscription expires (if applicable) or you end the contract as described in clause 8 or we end the contract by written notice to you as described in clause 10.
7.2 If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
7.3 You own a product once we have received payment in full.
7.4 We may need certain information from you so that we can supply the products to you. If so, we will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 10.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
7.5 We may have to suspend the supply of a product to:
7.5.1 Deal with technical problems or make minor technical changes;
7.5.2 Update the product to reflect changes in relevant laws and regulatory requirements;
7.5.3 Make changes to the product as requested by you or notified by us to you (see clause 6).
7.6 We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. If we have to suspend the product for longer than 3 months you may contact us to end the contract for a product and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.
- Your rights to end the contract
8.1 Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
8.1.1 If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product replaced or a service re-performed or to get some or all of your money back), see clause 11;
8.1.2 If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2;
8.1.3 If you have just changed your mind about the product, see clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions;
8.1.4 In all other cases (if we are not at fault and there is no right to change your mind), see clause 8.6.
8.2 If you are ending a contract for a reason set out at (1) to (5) below the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:
8.2.1 We have told you about an upcoming change to the product or these terms which you do not agree to (see clause 6.2);
8.2.2 We have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
8.2.3 There is a risk that supply of the products may be significantly delayed because of events outside our control;
8.2.4 We have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 3 months; or
8.2.5 You have a legal right to end the contract because of something we have done wrong.
8.3 For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
8.4 You do not have a right to change your mind in respect of:
8.4.1 Services, once these have been completed, even if the cancellation period is still running;
8.4.2 Digital products after you have started to download or stream them;
8.5 How long you have depends on what you have ordered and how it is delivered.
8.5.1 If you have bought services, you have 14 days after the day we contact you to confirm we accept your order. However, once we have completed the services you cannot change your mind, even if the period is still running. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind.
8.5.2 If you bought digital content for download or streaming you will be able to access the product immediately. At the point of purchase, you are confirming your express consent to receive the digital content immediately. In agreeing to receive the digital content at point of purchase you will lose your right to cancel and your right to a refund should you change your mind, so please consider your purchase carefully before placing it.
8.6 Even if we are not at fault and you do not have a right to change your mind (see clause 8.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the product is delivered and paid for. A contract for services is completed when we have finished providing the services and you have paid for them. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.
- How to end the contract with us (including if you have changed your mind)
9.1 To end the contract with us, please let us know by doing one of the following:
9.1.1 Email us at info@thefamilyenrichmenthub.com. Please provide your name, email address, details of the order and, where available, your phone number.
9.2 We will refund you the price you paid for the products, by the method you used for payment. However, we may make deductions from the price, as described below.
9.3 If you are exercising your right to change your mind:
9.3.1 We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
9.3.2 Where the product is a service, we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.
9.4 We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:
9.4.1 Your refund will be made within 14 days of your telling us you have changed your mind
- Our rights to end the contract
10.1 We may end the contract for a product at any time by writing to you if:
10.1.1 You do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;
10.1.2 You do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products;
10.1.3 You do not, within a reasonable time, allow us to deliver the products to you.
10.2 If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
10.3 We may write to you to let you know that we are going to stop providing the product. We will let you know at least 2 weeks in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.
- If there is a problem with the product
11.1 If you have any questions or complaints about the product, please contact us. You can email us at info@thefamilyenrichmenthub.com.
- Price and payment
12.1 The price of the product will be the price set out in the Order or our acceptance of it. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 12.3 for what happens if we discover an error in the price of the product you order.
12.2 It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
12.3 We accept payment with credit and debit cards. Payment is required at time of order.
- Our responsibility for loss or damage suffered by you
13.1 If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill.
13.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products and for defective products under the Consumer Protection Act 1987.
13.3 We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
- How we may use your personal information
14.1 We will only use your personal information as set out in our privacy policy.
14.2 We will only give your personal information to third parties where the law either requires or allows us to do so.
- Other important terms
15.1 We may transfer our rights and obligations under these terms to another organisation.
15.2 You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
15.3 This contract is between you and us. No other person shall have any rights to enforce any of its terms.
15.4 Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
15.5 If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
15.6 These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.