Terms of service

You may wish to use the online dispute resolution (“ODR”) platform to resolve the dispute with us, although we are not obliged by law to participate in the process. The ODR platform was created by the EU Commission as a platform that allows consumers and traders to settle disputes relating to online purchases with the assistance of an impartial dispute resolution body. For more details, please visit the website on the “Your Europe” portal: https://webgate.ec.europa.eu/odr. For the purposes of the ODR platform, our email address is as set out at the beginning of these Terms of Sale.

These terms and conditions of sale (“Terms of Sale”) apply to you when you make a purchase from us online through the [Cert.] website at [www.certcleaning.com] (“Site”).

We draw your attention in particular to Clause 11, which explains how we limit our liability to you.

These Terms of Sale were last updated on 16th September 2020.

1. Information about us and how to contact us
1.1 Who we are.We are Hydrachem DST Ltd, a company registered in England and Wales. Our company registration number is 12567630 and our registered office is at Finsgate, 5-7 Cranwood Street, London EC1V 9EE.

1.2 How to contact us. You can contact us by writing to us at help@certcleaning.com or Hydrachem DST Ltd, c/o Hydrachem, Gillmans Industrial Estate, Natts Lane, Billingshurst RH14 9EZ.

1.3 How we may contact you. If we contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

2. About these Terms of Sale
2.1 What these Terms of Sale cover. These Terms of Sale tell you who we are, how we will provide products to you, how you and we may 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 of Sale, please contact us to discuss.

2.2 Other terms that may apply to you. Other terms and policies that apply to you are our Privacy Notice, our Terms of Use (above) and our Cookie Policy. If there is any conflict between our Terms of Sale, our Terms of Use, our Privacy Notice and/or our Cookie Policy (collectively “Terms and Policies”), they shall prevail in that order.

2.3 Please read our Terms and Policies. Please read all our Terms and Policies carefully and make sure that you understand them before making a purchase. We recommend that you print a copy or save them to your computer for future reference.

2.4 Information we must provide to you. By law, we must give you certain information before a legally binding contract between you and us is made. We will give you much of this information on our Site at the time you place an order, and such information forms part of our contract with you as though set out in full here. Some of the information we are required to give you is also set out in these Terms of Sale.

2.5 Accessibility of our Terms and Policies. If you would like our Terms and Policies in another format (for example: audio, large print, braille), please contact us using the contact details at the beginning of these Terms of Sale. Our Terms and Policies are only available in the English language.

3. Your order
3.1 Who we accept orders from. You may order products on our Site if: (a) you are at least 18 years old at the time of your order; (b) you possess a valid debit or credit card (or are authorised to pay via another of our accepted methods of payment); (c) you are resident in England, Scotland and Wales; and (d) your order is for delivery to a postal address in England, Scotland or Wales.

3.2 How we will accept your order. By placing an order, you are making a request to purchase products on the terms and conditions set out in these Terms of Sale. Once you have placed your order, we will send you an initial acknowledgement of your order by email but it is not until we provide our acceptance that a contract will come into existence. Our acceptance of your order will take place when we dispatch your order. We will notify you of our acceptance by email (and, if you have an account with us, we will confirm this on the order page in your account), at which point a contract will come into existence between you and us.

3.3 If we cannot accept your order. If we are unable to accept your order, we will inform you of this via email (and, if you have an account with us, this information will be displayed on the order page in your account), and we will not charge you for the products. This might be because a product is out of stock, 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 a product, because you are not eligible to place an order or because we are unable to meet a delivery deadline you have specified.

3.4 Your order number. We will assign an order number to your order when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

4. Our right to make substitutions. When a product you have ordered is unavailable we will attempt to deliver a suitable substitute, unless you have asked us not to. We will let you know by email about any proposed substitutions, which you will have the opportunity to decline before a specified cut-off time.

5. Delivering the products
5.1 We only deliver to England, Scotland and Wales.Our Site is solely for the promotion and sale of our products in England, Scotland and Wales. Unfortunately, we currently do not deliver to Northern Ireland or to other addresses outside Great Britain. We do not deliver to P.O. Boxes or to BFPO addresses.

5.2 Delivery costs. We will arrange delivery using our chosen delivery partner. The costs of delivery will be as displayed to you on our Site and will be confirmed to you before you place your order.

5.3 When we will provide the products. During the order process we will let you know when we will deliver the products to you. We aim to deliver your order to you as soon as possible, but we cannot guarantee specific dates. Any delivery date that we notify to you during the order process is only an estimate and you accept that the actual delivery date will depend on a range of factors. If we are unable to meet the estimated delivery date, we will notify you and provide a new estimated delivery date.

5.4 We are not responsible for delays outside our control. If our supply of products is delayed 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.

5.5 If you are not at home when we try to deliver. You will receive an email on the day before and on the day we deliver, outlining the delivery window. You can nominate an alternative delivery drop-off location if you are not going to be in. If you are not at home or the delivery to the nominated drop-off location fails when we try to deliver, we will try twice more before the products will be sent back to the depot. Once the products have gone back to the depot they will be inspected and go back into stock and your order will be cancelled and refunded. We may, at our discretion deduct any delivery and order fulfilment charges from the refund (subject always to your Right to Change Your Mind, which is explained in Clause 6 below). If no one is available at your address or alternative delivery drop-off location to take delivery, we will send you a “sorry we missed you” email.

5.6 Time of delivery. Delivery of your products will take place when we deliver to the address specified on the order. Risk of damage to or loss of shipped products will pass to you on delivery. Ownership will pass to you on our receipt of full payment.

5.7 Multiple deliveries. We may deliver your products in several consignments but will not charge you extra delivery charges for this.

5.8 Identification. We reserve the right to require you to present a valid form of ID on delivery (e.g. passport or driving licence).

6. Your rights to end the contract
6.1 Ending the contract because of something we have done or are going to do.If you are ending a contract for a reason set out at (a) to (c) below the contract will end immediately and we will refund you in full for any products which have not been provided (including delivery costs) and you may in certain circumstances be entitled to compensation. The reasons are: (a) 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; (b) there is a risk that delivery of the products may be significantly delayed ; or (c) you have a legal right to end the contract because of something we have done wrong.

6.2 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund (“Right to Change Your Mind”). These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these Terms of Sale.

6.3 When you don't have the right to change your mind. You do not have the Right to Change Your Mind in respect of: (a) products that have been made to your specification or are clearly personalised; (b) products which deteriorate quickly; (c) products that are sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; and (d) any products which become mixed inseparably with other items after their delivery. However, these exclusions do not apply where the products are faulty, damaged or not as described.

6.4 How long do I have to change my mind? Your Right to Change Your Mind (if you are so entitled) starts on the day that the contract is formed (i.e. the day that we send you the shipping notification) and ends 14 days after the day you (or someone you nominate) receive the products. By way of example only, if you receive the products on the 7^th day of the month, your Right to Change Your Mind would end at 11:59pm on the 21^st day of the month.

7. How to end the contract with us (including if exercising your Right to Change Your Mind)
7.1 Tell us you want to end the contract. To end the contract with us, please let us know using one of the methods set our below. If you are exercising your Right to Change Your Mind, you must do this before the end of the 14-day period referred to above.

Method	Instruction
Post	Write to our Customer Services team, or simply return your products to us, at the address. Please provide your name, home address, details of the order (including order number) and, where available, your phone number.
Email	Email our Customer Services team on help@certcleaning.com. Please provide your name, home address, details of the order (including order number) and, where available, your phone number.
On-site chat	Use our on-Site chat function to speak to a member of our Customer Services team. Please provide your name, home address, details of the order (including order number) and, where available, your phone number and email address.
Facebook Messenger	Contact us via Facebook Messenger to speak to a member of our Customer Services team. Please provide your name, home address, details of the order and, where available, your phone number and email address.
Cancellation Form	You may (but are not obliged to) notify us of cancellation by completing the Cancellation Form set out at the end of these Terms of Sale and sending it to our Customer Services team email or post using the contact details set out on the form.

7.2 Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, please contact us using one of the above methods and we will confirm the next steps. If you are exercising your Right To Change Your Mind, you must return the products to us within 14 days after the day that you notify us that you wish to cancel the contract.

7.3 When we will pay the costs of return. If you are required to return products, we will pay the costs of return if the products are faulty or misdescribed or if you are ending the contract because: (a) we have made an error in pricing or description; (b) there is a delay in delivery; or (c) you have a legal right to do so as a result of something we have done wrong. In all other circumstances where you are required to return the products (including where you are exercising your Right to Change Your Mind) you must pay the costs of return.

7.4 What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection.

7.5 How we will refund you. If you are entitled to a refund, we will refund you the price you paid for the products including delivery costs (subject to Clause 7.6 below), by the method you used for payment.

7.6 Where we can make deductions from your refund. If you are exercising your Right To Change Your Mind, we may make deductions from your refund to reflect any reduction in the value of the products, if the reduction is the result of unnecessary handling by you. You are only liable for any diminished value of the products resulting from handling in a way other than what is necessary to establish the nature, characteristics and functioning of the products. If you are exercising your Right To Change Your Mind, the maximum refund for delivery costs will be the cost of delivery by the least expensive delivery method we offer. This means that it if you have paid for express delivery, we will only refund the cost of standard delivery.

7.7 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your Right To Change Your Mind then: (a) if we have already sent the products to you and we require the products to be returned (and we have not offered to collect them), your refund will be made within 14 days from the day on which we receive the products back from you or, if earlier, the day on which you provide us with evidence that you have sent the products back to us; and (b) in all other cases, your refund will be made within 14 days of your telling us you have changed your mind.

8. Our rights to end the contract
8.1 We may end the contract if you break it.We may end the contract for products at any time by writing to you if: (a) your payment does not go through at the point we try to charge you; (b) you do not, within a reasonable time, allow us to deliver the products to you; or (c) where you have committed, or we reasonably suspect that you have committed, fraud or any other criminal offence in relation to your purchase of our products.

8.2 You must compensate us if you break the contract. If we end the contract in the situations set out in Clause 8.1 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.

9. If there is a problem with a product
9.1 How to tell us about problems.If you have any questions or complaints about a product, please contact us using one of the above contact methods.

9.2 Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. Under the Consumer Rights Act 2015, goods must, among other things, be as described, of satisfactory quality and fit for any particular purpose made known to us. Where our products do not conform with the contract (for example, because they do not meet their description or they are faulty or have arrived in a damaged condition), then, subject to certain exceptions, you may be entitled to a refund, replacement, repair or price reduction. This does not affect your Right to Change Your Mind and nothing in these Terms of Sale will affect your legal rights. For detailed information about your legal rights, please visit the Citizens Advice website at https://www.citizensadvice.org.uk/ or call 0808 223 1133.

9.3 Returning rejected products. If you wish to exercise your legal rights to reject products you must contact us as soon as possible using the above contact methods and we will let you know what to do next. We will usually require you to return the products to us for inspection. If you are entitled to a refund, we will reimburse to you all payments received from you in relation to the affected products, including all delivery charges. Any refund due to you will be made to your original payment method and will be made within 14 days after the date that we receive the relevant products back from you and have had an opportunity to inspect them and determine the nature of the problem. If we do not receive the products, we may be unable to process your return and refund.

Price and payment
10.1 Where to find the price for the product.The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order and confirmed to you before you place your order. We take all reasonable care to ensure that the prices displayed on our Site are correct. However please see Clause 10.3 for what happens if we discover an error in the price of the product you order.

10.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

10.3 What happens if we got the price wrong. 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 and dispatching your order so that, where the product's correct price at the acceptance date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at the acceptance date is higher than the price stated to you, we will contact you for your instructions before we accept your order.

10.4 When you must pay and how you must pay. We accept payment with ShopPay, Google Pay, PayPal, Apple Pay or all major credit or debit cards. You must provide your payment details for the products as part of the ordering process, and we will charge you for the products at the point that we accept and dispatch them.

11. Our responsibility for loss or damage suffered by you
11.1 We are responsible to you for foreseeable loss and damage caused by us.If we fail to comply with these Terms of Sale, 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. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

11.2 Where we do not exclude our liability. 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 as summarised at Clause 9.2. Subject to Clause 11.1 and this Clause 11.2, we will not be liable for: (a) any loss that is not caused by us or that was caused by any event or circumstance beyond our reasonable control; or (b) any unavailability of our Site.

11.3 We are not liable for business losses. We've designed 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: (a) loss of profit, (b) loss of business, (c) business interruption, (d) loss of business opportunity, or (e) indirect or consequential loss or damage of any kind.

12. How we may use your personal information. The privacy of your personal information is important to us. Any personal information that you provide to us in connection with your order or otherwise will be dealt with in line with our Privacy Policy.

13. Other important terms
13.1 Assignment and other dealings. The contract between you and us is personal to you. You may not assign, sub-license or otherwise transfer any of your rights under any contract with us. We may transfer, assign, charge, sub-contract and/or otherwise deal with a contract at any time.

13.2 Invalidity of these Terms of Sale. If any provision of our Terms of Sale is found to be invalid for any reason, the invalidity of that provision will not affect the remaining provisions of our Terms of Sale, which will remain in full force and effect.

13.3 No waiver of rights. If we fail at any time to insist on strict performance of any of your obligations under the Contract, or if we fail to exercise any of our rights or remedies, this does not constitute a waiver of our rights or remedies and does not relieve you from compliance with your obligations. A waiver by us of any default does not constitute a waiver of any subsequent default. No waiver by us of any of these Terms of Sale is effective unless it is expressly stated to be a waiver and is communicated to you in writing.

13.4 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you and we both agree that the courts of England and Wales will have exclusive jurisdiction except that if you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts.

14 Dispute resolution.
14.1 Handling complaints. If you have a complaint relating to these Terms of Sale or our contract with you, we will attempt to resolve the complaint using our internal complaints-handling procedure. Please contact us using our contact details set out at the beginning of our Terms of Sale.

14.2 Alternative dispute resolution. If our complaints-handling procedure is exhausted and we have not been able to resolve your complaint, we will provide you with the name and website address of an alternative dispute resolution (“ADR”) provider that would be competent to deal with your complaint. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you make a request for the dispute to be settled by ADR, we will consider whether or not we wish to participate in ADR but we are not obliged by law to participate.

14.3 Online dispute resolution.

CANCELLATION FORM

For the attention of:

Hydrachem DST Ltd

I hereby give notice that I cancel my contract of sale relating to the following products:

Products
Date of Order:
Order Number:
Name of Customer:
Address of Customer:
Date:

Please send this Cancellation Form to us at:

Email: help@certcleaning.com

Post: Address Above