Terms and conditions

All services provided by The Dorset Concierge Ltd are subject to the following terms and conditions of sale

Please read the following important terms and conditions before you buy anything on our website and check that they contain everything you want and nothing that you are not willing to agree to

Summary of some of your key rights:

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that in most cases, you can cancel within 14 days. If you agree the services will start within this time, you may be charged for what you’ve used.

The Consumer Rights Act 2015 says:You can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it;

If a price hasn’t been agreed upfront, what you’re asked to pay must be reasonable;

If a time hasn’t been agreed upfront, it must be carried out within a reasonable time.

This is a summary of some of your key rights. For detailed information from Citizens Advice please visit www.citizensadvice.org.uk or call 0808 223 1133.

The information in this summary box summarises some of your key rights. It is not intended to replace the contract below, which you should read carefully.

   This contract sets out:

• your legal rights and responsibilities;
• our legal rights and responsibilities; and
• certain key information required by law.

In this contract:

• ‘we’, ‘us’ or ‘our’ means The Dorset Concierge Ltd; and
• ‘you’ or ‘your’ means the person using our site to buy services from us.

If you have any questions about this contract or any orders you have placed, please contact us by:

• sending an email to adam@thedorsetconcierge.com or
• Filling out and submitting the online contact form available here www.thedorsetconcierge.com/contact
  
• Calling us on 01202 148 003 (our telephone lines are open 0800 to 1800 Monday to Saturday. If you have a hearing or speech impediment, you can contact us using a textphone on 07968448665.
  

Who are we?

We are The Dorset Concierge Ltd  a company registered in England and Wales under company number: 14094837. 

Our registered office is at: Herston Cross House, 230 High Street, Swanage, Dorset, United Kingdom, BH19 2PQ.

Our VAT number is: 412624136.

The details of this contract will not be filed by us. Please print out or save a copy of this contract for your records as we will not save a copy for you.

1. Introduction
2. If you buy services you agree to be legally bound by this contract.
3. This contract is only available in English. No other languages will apply to this contract.
4. When buying any services on our site you also agree to be legally bound by:
5. our website terms and conditions and any documents referred to in them; and

1..4.2 extra terms which may add to, or replace some of, this contract. 

This may happen for security, legal or regulatory reasons. We will contact you to let you know if we intend to do this by giving you as much notice as possible. All of the above documents form part of this contract as though set out in full here.

1. Information we give you
2. By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that we must give you certain key information before a legally binding contract between you and us is made. If you want to see this key information, please:
3. click on the ‘key information’ button;
4. read the acknowledgement email (see clause 4.3); or
5. contact us using the contact details at the top of this page.
6. The key information we give you by law forms part of this contract (as though it is set out in full here).
7. If we have to change any key information once a legally binding contract between you and us is made, we can only do this if you agree to it.
8. Your privacy and personal information
9. Our Privacy Policy is available below.
10. Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information.
11. Ordering services from us
12. Below, we set out how a legally binding contract between you and us is made.
13. You place an order via the telephone number displayed on the site by 01202 149 003. Please read and check your order carefully before submitting it. You will be able to correct any errors before submitting your order to us.
14. When you place your order, we will acknowledge it by email. This acknowledgement does not, however, mean that your order has been accepted by us.
15. We will confirm your contact details (including card payment details) during the phone call and we will then either:
16. confirm the price of the services for your order during the call; or
17. telephone you usually within 1 working day to confirm the price of the services for your order.
18. We may contact you to say that we do not accept your order. This is typically for the following reasons:
19. we cannot carry out the services (this may be because, for example, we have a shortage of staff);
20. we cannot authorise your payment;
21. you are not allowed to buy the services from us;
22. we are not allowed to sell the services to you; or
23. there has been a mistake on the pricing or description of the services.
24. We will only accept your order when we email you to confirm this (Confirmation Email). At this point:
25. a legally binding contract will be in place between you and us; and
26. we will provide the services as agreed in the Confirmation Email.
27. Right to cancel
28. You have the right to cancel this contract within 14 days without giving any reason. However, you do not have the right to cancel if you requested for us to start providing the services during the cancellation period and the services are fully performed (i.e. the work is completed) during this period. This is further explained in clauses 5.6 and 5.7 below.
29. The cancellation period will expire after 14 days from the day of the conclusion of the contract.
30. To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or email) using the contact details at the top of this page.
31. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired. 
32. We will not start providing the services during the 14 day cancellation period unless you ask us to. You can request for us to start providing the Services during the cancellation period by completing and signing the attached request form and giving it to our representative or sending it by post or email to the addresses set out above. By signing and returning the request form, you acknowledge that you will lose your right to cancel this contract once the services are fully performed (i.e. the work is completed). If you do not sign and return the request form, we will not be able to start providing the services to you until the cancellation period has expired. We are not obliged to accept your request.
33. This means that if you requested for us to start providing the services during the cancellation period and the services are fully performed (i.e. the work is completed) during this period, you lose your right to cancel and will be required to pay the full price under this contract even if the cancellation period has not expired.
34. This does not affect the rights you have if your services are not of a satisfactory standard. A summary of these rights is provided at the top of this page. See also clause 10 below.
35. Effects of cancellation
36. If you cancel this contract, we will reimburse to you all payments received from you unless you requested for us to start providing the services during the cancellation period, in which case you must pay us:
37. for the services we provided up to the time you told us that you want to cancel this contract, which will be an amount in proportion to the services performed up to that point in comparison with the full price under this contract; or
38. the full price under this contract, if you lost your right to cancel this contract because the services were fully performed (i.e. the work was completed) during the cancellation period.
39. We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this contract.
40. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
41. Carrying out of the services
42. We will carry out the services by the agreed time or within the period agreed as set out in the Confirmation Email (see clause 4.6). If we have not agreed a time or period, we will carry out the services within a reasonable time.
43. Our carrying out of the services might be affected by events beyond our reasonable control. If so, there might be a delay before we can start or restart the services, having made reasonable efforts to limit the effect of any of those events and having kept you informed of the circumstances, but we will try to start or restart the services as soon as those events have been fixed.
44. Payment
45. We accept the following credit cards and debit cards: Visa, Mastercard and American Express (Amex). We also accept payments by bank transfer. We do not accept cash or cheques.
46. We will do all that we reasonably can to ensure that all of the information you give us when paying for the services is secure by using an encrypted secure payment mechanism. However, in the absence of negligence on our part, any failure by us to comply with this contract or our Privacy Policy (see clause 3) or breach by us of our duties under applicable laws, we will not be legally responsible to you for any loss that you may suffer if a third party gains unauthorised access to any information that you give us.
47. Your credit card or debit card will only be charged when we have sent you the Confirmation Email advising you that we will be taking a deposit of the total price of the order to enable us to commence the performance of the services. We will issue you an invoice for the outstanding balance of the price of the order within 7 days of the completion of the performance of our services. You must pay any invoice we send you, unless you disagree with it, within 7 days of you receiving the invoice. 
48. All payments by credit card or debit card need to be authorised by the relevant card issuer. We may also need to use extra security steps as required.
49. If your payment is not received by us in accordance with clause 8.3, we may charge interest on any balance outstanding at the rate of 8% per year above the Bank of England’s base rate.
50. Nothing in this clause affects your legal rights to cancel the contract during the cancellation period as set out in clauses 5 and 6.
51. All prices are in pounds sterling (£)(GBP) plus VAT at the applicable rate.
52. Charges for our services
53. When reviewing your order and price of the services, the price will be dependent on the request, but we will charge you using one of the following:
54. by hourly rate. All services carried out will be charged at £30.00 plus VAT per hour with a minimum one hour charge;
55. by fixed fee. Depending on the request we may offer the option to provide a fixed fee;
    
56. by membership charge. For a yearly fixed fee we will offer you access to our services, 24 hours a day, 7 days a week at reduced rates and you will have exclusive access to events;
    

And

1. by a percentage on purchases made on your behalf. Where we have to make a purchase on your behalf, we will charge the cost directly to your credit or debit card. This includes a 5% service charge per transaction in addition to the rates described above.
   

As advised in clause 8.3 above, we will take a deposit from you when we send you a Confirmation Email confirming your order, in advance of the performance of the services.

1. Nature of the services
2. The Consumer Rights Act 2015 gives you certain legal rights (also known as ‘statutory rights’). The services that we provide to you must be carried out with reasonable care and skill. In addition:
3. where the price has not been agreed upfront, the cost of the services must be reasonable; and
4. where no time period has been agreed upfront for the provision of the services, we must carry out the services within a reasonable time.
5. We are under a legal duty to supply you with services that are in conformity with this contract.
6. Unsatisfactory services
7. Your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’) are set out at the top of this page. They are a summary of some of your key rights. For more detailed information on your rights and what you should expect from us, please:
8. contact us using the contact details at the top of this page; or
9. visit the Citizens Advice website www.citizensadvice.org.uk or call 0808 223 1133.
10. Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.
11. If the services we have provided to you are not of a satisfactory standard, please contact us using the contact details at the top of this page.
12. End of the contract

If this contract is ended it will not affect our right to receive any money which you owe to us under this contract.

1. Limitation on our liability
2. Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for any:
3. losses that were not foreseeable to you and us when the contract was formed;
4. losses that were not caused by any breach on our part;
5. business losses; or
6. losses to non-consumers.
7. Third party rights

No one other than a party to this contract has any right to enforce any term of this contract.

1. Disputes
2. We will try to resolve any disputes with you quickly and efficiently. If you are unhappy with the services we have provided or any other matter, please contact us as soon as possible using the contact details set out at the top of this page.
3. If a dispute cannot be resolved directly with us or you are unhappy with the outcome, you may want to use alternative dispute resolution (ADR). ADR is a process for resolving disputes between you and us that does not involve going to court.
4. If you do wish to use ADR please inform us and we will nominate the ADR provider that is approved by the government to provide ADR services.
5. If you do not wish to use ADR or are unhappy with the outcome of ADR, you can still bring court proceedings.
6. The laws of England and Wales apply to this contract, although if you are resident elsewhere you will retain the benefit of any mandatory protections given to you by the laws of that country.
7. Any disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales. This means that you can choose whether to bring a claim in the courts of England and Wales or in the courts of another part of the UK in which you live.

Website Term of Use

1. About our terms
2. These terms and conditions of use (Terms) explain how you may use this website and any of its content (Site). These Terms apply between The Dorset Concierge Ltd, (we, us or our) and you, the person accessing or using the Site (you or your).
3. You should read these Terms carefully before using the Site. By using the Site or otherwise indicating your consent, you agree to be bound by these Terms. If you do not agree with any of these Terms, you should stop using the Site immediately.
4. These Terms apply to any parts of the Site, it’s functionality and content provided to you free of charge for information purposes only.
5. If you order any goods, services or digital content from the Site separate terms and conditions will apply as set out above. 
6. About us
7. We are The Dorset Concierge Ltd, a company registered in England and Wales, (company No. 4094837) whose registered office is Herston Cross House, 230 High Street, Swanage, Dorset, United Kingdom, BH19 2PQ, trading as The Dorset Concierge Ltd and any additional trade name as we develop the business, VAT number, registered or supervisory body. Our VAT registration number is 412624136.
8. If you have any questions about the Site, please contact us by:
9. Sending an email to adam@thedorsetconcierge.com;
10. filling out and submitting the online form available here http://www.thedorsetconcierge.com/contact; 
11. calling us on 01202 148 003 (our telephone lines are open Monday to Friday: 8 am to 6 pm).
12. Using the site
13. The Site is for your use only.
14. You agree that you are solely responsible for all costs and expenses you may incur in relation to your use of the Site.
15. We make no promise that the Site is appropriate or available for use in locations outside of the UK. If you choose to access the Site from locations outside the UK, you acknowledge you do so at your own initiative and are responsible for compliance with local laws where they apply.
16. We try to make the Site as accessible as possible. If you have any difficulties using the Site, please contact us using the contact details at the top of this page.
17. As a condition of your use of the Site, you agree not to:
18. misuse or attack our Site by knowingly introducing viruses, trojans, worms, logic bombs or any other material which is malicious or technologically harmful (such as by way of a denial-of-service attack), or
19. attempt to gain unauthorised access to our Site, the server on which our Site is stored or any server, computer or database connected to our Site.
20. We may prevent or suspend your access to the Site if you do not comply with these Terms or any applicable law.
21. Infringing content
22. We will use reasonable efforts to:
23. delete accounts which are being used in an inappropriate manner or in breach of these Terms; and
24. identify and remove any content that is inappropriate, defamatory, infringes intellectual property rights or is otherwise unacceptable to us when we are notified, but we cannot be responsible if you have failed to provide us with the relevant information.
25. If you believe that any content which is distributed or published by the Site is inappropriate, defamatory or infringing on intellectual property rights, you should contact us immediately using the contact details at the top of this page.

Your privacy and personal information

Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy available below which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities in the event you have a query or complaint about the use of your personal information.

1. Ownership, use and intellectual property rights
2. The intellectual property rights in the Site and in any text, images, video, audio or other multimedia content, software or other information or material submitted to or accessible from the Site (Content) are owned by us and our licensors.
3. We and our licensors reserve all our intellectual property rights (including, but not limited to, all copyright, trade marks, domain names, design rights, database rights, patents and all other intellectual property rights of any kind) whether registered or unregistered anywhere in the world. This means, for example, that we remain owners of them and are free to use them as we see fit.
4. Software copyright and versions of software developed specifically for you are covered in our Software Development Contract which is outside the scope of these Terms.
5. Nothing in these Terms grants you any legal rights in the Site or the Content other than as necessary for you to access it. You agree not to adjust, try to circumvent or delete any notices contained on the Site or the Content (including any intellectual property notices) and in particular, in any digital rights or other security technology embedded or contained within the Site or the Content.
6. Trade marks and trade names may be used by us on the Site or in the Content. Use by you of any trade marks on the Site or in the Content is strictly prohibited unless you have our prior written permission.
7. Software
8. Software may be made available for you to download in order for the Site to work better. You will be granted a limited, non-exclusive licence to use any such software, subject to you agreeing to the terms and conditions that apply to such software (sometimes known as an ‘end user licence agreement’ or ‘EULA’).
9. You will be made aware of any terms and conditions that apply to the software when you try to download it. If you do not accept such terms and conditions, you will not be able to download the software.
10. You should read any terms and conditions carefully. They may contain provisions that set out your legal rights, your legal responsibilities when using the software, the software provider’s legal responsibilities and any limitations on the software provider’s legal responsibilities to you.
11. Using the software in an unlawful way (such as reproducing or redistributing it in a way that breaches these Terms and any other terms and conditions that apply to it) is expressly prohibited and may result in civil and criminal penalties.
12. You may also be required to enter into a separate software agreement with us which will govern the terms and conditions upon which you can use the software.
13. Submitting information to the site
14. While we try to make sure that the Site is secure, we do not actively monitor or check whether information supplied to us through the Site is confidential, commercially sensitive or valuable.
15. Other than any personal information which will be dealt with in accordance with our Privacy Policy, we do not guarantee that information supplied to us through the Site will be kept confidential and we may use it on an unrestricted and free-of-charge basis as we reasonably see fit.
16. Accuracy of information and availability of the site
17. We try to make sure that the Site is accurate, up-to-date and free from bugs, but we cannot promise that it will be. Furthermore, we cannot promise that the Site will be fit or suitable for any purpose. Any reliance that you may place on the information on the Site is at your own risk.
18. We may suspend or terminate access or operation of the Site at any time as we see fit.
19. Any Content is provided for your general information purposes only and to inform you about us and our products and news, features, services and other websites that may be of interest, but has not been tailored to your specific requirements or circumstances. It does not constitute technical, financial or legal advice or any other type of advice and should not be relied on for any purposes. You should always use your own independent judgment when using our Site and its Content.
20. While we try to make sure that the Site is available for your use, we do not promise that the Site will be available at all times or that your use of the Site will be uninterrupted.
21. Hyperlinks and third party sites

The Site may contain hyperlinks or references to third party advertising and websites other than the Site. Any such hyperlinks or references are provided for your convenience only. We have no control over third party advertising or websites and accept no legal responsibility for any content, material or information contained in them. The display of any hyperlink and reference to any third party advertising or website does not mean that we endorse that third party’s website, products or services. Your use of a third party site may be governed by the terms and conditions of that third-party site and is at your own risk.

1. Our responsibility to you
2. If we breach these Terms or are negligent, we are liable to you for foreseeable loss or damage that you suffer as a result. By ‘foreseeable’ we mean that, at the time these Terms were formed, it was either clear that such loss or damage would occur or you and we both knew that it might reasonably occur, as a result of something we did (or failed to do).
3. We are not liable to you for any loss or damage that was not foreseeable, any loss or damage not caused by our breach or negligence, or any business loss or damage.
4. Nothing in these terms excludes or limits our liability for any death or personal injury caused by our negligence, liability for fraud or fraudulent misrepresentation, or any other liability that the law does not allow us to exclude or limit.
5. Events beyond our control

We are not liable to you if we fail to comply with these Terms because of circumstances beyond our reasonable control.

1. No third party rights

No one other than us or you has any right to enforce any of these Terms.

1. Variation
2. No changes to these Terms are valid or have any effect unless agreed by us in writing or made in accordance with this clause 15.
3. We reserve the right to vary these Terms from time to time. Our updated Terms will be displayed on the Site and by continuing to use and access the Site following such changes, you agree to be bound by any variation made by us. It is your responsibility to check these Terms from time to time to verify such variations.
4. Complaints
5. We will try to resolve any disputes with you quickly and efficiently. If you are unhappy with us, please contact us as soon as possible using the contact details set out at the top of this page.
6. If a dispute cannot be resolved and you are unhappy with the outcome, you may want to use alternative dispute resolution (ADR). ADR is a process for resolving disputes between you and us that does not involve going to court.
7. If you do not wish to use ADR or are unhappy with the outcome of ADR, you can still bring court proceedings.
8. The laws of England and Wales apply to these Terms, although if you are resident elsewhere you will retain the benefit of any mandatory protections given to you by the laws of that country.
9. Any disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales. This means that you can choose whether to bring a claim in the courts of England and Wales or in the courts of another part of the UK in which you live. 
   

Privacy policy

This privacy policy sets out how The Dorset Concierge Ltd uses and protects any information that you give The Dorset Concierge when you use this website. 

In order to comply with the General Data Protection Regulations (GDPR) we need to let you know what data we collect, how that data is stored and handled. The Dorset Concierge Ltd is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. Please do not submit your personal information if you do not consent to us collecting it.

The Dorset Concierge Ltd may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. 

This policy is effective from 4th July 2022. 

What we collect:

We may collect the following information:

• Name, address and telephone numbers
• Contact information including email address
• Demographic information such as postcode, preferences and interests
• Other information relevant to customer surveys and/or offers
• Account numbers and credit card information

What we do with the information we gather:

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

• Internal record keeping
• We may use the information to improve our products and services
• We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided
• Enabling you to share our content with others e.g. using an ‘Email a friend’ or ‘Share this’ functionality
• From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone or mail. We may use the information to customise the website according to your interests
• We may share information about you with suppliers that we engage to help us provide certain services and/or functionality e.g. online payment processing. We will use reasonable endeavors to control and be responsible for the use of your information by such suppliers. 

Security:

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. We are signed up to the Data Protection Act through the Information Commissioner’s Office.

Links to other websites:

Our website contains links to other websites. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information that you provide whilst visiting such sites and this privacy statement does not govern such sites. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information:

You may choose to restrict the collection or use of your personal information in the following ways:

• Whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
• If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us.

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. 

We may use your personal information to send you promotional information about third parties that we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information that we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please email us. If you believe that any information we are holding on you is incorrect or incomplete, please email us as soon as possible at the above address. We will promptly correct any information found to be incorrect.

If you would like your account to be removed please email us and we will arrange for your account to be deleted.