1.1 What these terms cover. These are the terms and conditions on which we supply all services to you. Acceptance of third party terms & conditions confirms agreement to these terms over and above these.
1.2 Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide the testing services 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.
2.1 Who we are. We are urgencee.com.
2.2 What do we do. We are a booking service only and work with other organisations to deliver these services. We also work with certain other third parties who may provide you with products or services directly, even if you book their products and services through our website. We will indicate on our website where services or products are provided by third parties and provide information about such third parties. In such case, the contract for the provision of products or services you receive will be between you and that third party. We have no control over and accept no responsibility for the acts and omissions of any such third party provider. Your rights to cancel, refund and change any services requested that are provided by a third party will be governed by the contract between you and the third party provider.
2.3 How to contact us. You can contact us by writing to us at urgencee.com info:@urgencee.com
2.4 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us at the time you placed your order.
2.5 Writing includes emails. When we use the words writing or written in these terms, this includes emails.
3.1 How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
3.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for the testing services. This might be because we do not have a current supply of testing kits, 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 services or because we are unable to meet a delivery deadline you have specified.
3.3 Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
3.4 We book globally. Our website is solely for the promotion of our services.
3.7 All our services are only provided in the English Language. We do not offer a translation service, and any services provided to you either by ourselves or by Third Parties will only be provided in the English Language, and do not offer translation services.
4.2 Timings of supply. We will use our reasonable efforts to provide your results to you within the timescales stated on our website. We may provide an indication on our website of “live” timings of supply (we call this a “turnaround time” or a “service level”). This is for indication purposes only and we do not guarantee that you will receive your results within any time stated on those web pages or any shown “live” turnaround time. We also make this clear on our website.
If you wish to make a change to the service you have ordered please contact us. We will let you know if the change is possible or confirm which options are available to you.
6.1 Minor changes to the services. We may change the testing services (including the testing kits and certificates)
6.1.1 to reflect changes in relevant laws and regulatory requirements; and
6.1.2 to implement minor technical adjustments and improvements. These changes will not affect your use of the services unless we notify you in writing that it will.
6.2 More significant changes to the services and these terms. In addition, as we informed you in the description of the services on our website, we may make more significant changes to these terms or the services, 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 services paid for but not received.
7.1 We are not responsible for delays outside our control. If our supply of the services (including the appointment to your home or workplace or at a clinic,) is delayed by an event outside our control then the provider will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. We are not liable for delays caused by the event. You agree to this term when booking on the website.
7.10 What will happen if you do not give required information to us.
7.10.1 We are obliged to ask for certain information. We may need certain information from you so that we can supply the testing services to you, for example, we are required by law to gather certain information from you when you order testing services. The information we ask for will depend on which testing services you intend to use.
7.10.2 We will let you know if we need information. Where we need to request information from you, this will have been stated in the description of the testing services on our website. We will ask for this information either at the time when you order the testing services, or at the time you register your testing kit on our website, or both. If you do not give us this information when we ask 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 services (or any part of them) 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.
7.10.3 We may share your information with third parties. We may share your information with third parties in the ways and for the purposes set out in our privacy policy which is available by clicking the link at clause 14. In some cases, we may be required by law or regulation to share information you provide to us, with third parties.
7.11 Reasons we may suspend the supply of services to you. We may have to suspend the supply of our services (or any part of them) to:
7.11.1 deal with technical problems or make minor technical changes;
7.11.2 update the services to reflect changes in relevant laws and regulatory requirements;
7.11.3 make changes to the services as requested by you or notified by us to you (see clause 6).
7.12 Your rights if we suspend the supply of services. We will contact you in advance to tell you we will be suspending supply of the services, unless the problem is urgent or an emergency. You may contact us to end the contract for services if we suspend it, or tell you we are going to suspend it, in each case for a period of more than thirty days and we will refund any sums you have paid in advance for the services in respect of the period after you end the contract.
8.1 You can always end your contract with us. 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 you want to end the contract because of something we have done or have told you we are going to do. If you are ending a contract for a reason set out at (a) to (d) below, the contract will end immediately, and we will refund you in full for any services which have not been provided and you may also be entitled to compensation. The reasons are:
(a) we have told you about an upcoming change to the services or these terms which you do not agree to (see clause 6.2);
(b) we have told you about an error in the price or description of the services you have ordered and you do not wish to proceed;
(c) there is a risk that supply of the services may be significantly delayed because of events outside our control;
(d) you have a legal right to end the contract because of something we have done wrong (including because we have delivered late (see clause 7.1)).
8.1.2 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products or services 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.
9.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
9.1.1 Phone or email. Call us on +44 161 850 9921 or email us at info:@urgencee.com. Please provide your name, home address, details of the order and, where available, your phone number and email address.
9.1.2 By post. Print off the form and post it to us at the address on the form. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.
10.1 We may end the contract if you break it. We may end the contract for a service 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 14 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 services; or
10.1.3 you do not, within a reasonable time, allow us to deliver the services to you or collect them from us.
10.2 You must compensate us if you break the contract. 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 services 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.
11.1 How to tell us about problems. If you have any questions or complaints about the services, please contact us. You can call us on +44 161 850 9921 or write to us at info@urgencee.com.
11.2 Summary of your legal rights. We are under a legal duty to supply services that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the services. Nothing in these terms will affect your legal rights.
Summary of your key legal rights:
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
The Consumer Rights Act 2015 says:
(a) 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;
(b) if you haven't agreed a price beforehand, what you're asked to pay must be reasonable; and
(c) if you haven't agreed a time beforehand, it must be carried out within a reasonable time.
11.3 Our guarantee in addition to your legal rights. We offer the following goodwill guarantee which is in addition to your legal rights (as described in clause 11.2) and does not affect them. If you are not happy with our services, please contact us on +44 161 850 9921 or write to us at info@urgencee.com, and we will work with you to resolve the issue.
12.1 Where to find the price for the services. The price of the services (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the services advised to you is correct. However, please see clause 12.3 for what happens if we discover an error in the price of the services you order.
12.2 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 services, we will adjust the rate of VAT that you pay, unless you have already paid for the services in full before the change in the rate of VAT takes effect.
12.3 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the services we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the service'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 service'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 and refund you any sums you have paid.
12.4 When you must pay and how you must pay. We accept payment via credit/debit card and/or PayPal. You must pay for the services before we dispatch them.
12.5 What to do if you think an invoice is wrong. If you think an invoice is wrong, please contact us promptly to let us know.
13.1 We are responsible to you for foreseeable loss and damage caused by us. 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, but we are not responsible for any loss or damage that is not foreseeable. 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.
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 services including the right to receive services which are as described and match information we provided to you and any sample or model seen or examined by you; are of satisfactory quality; are fit for any particular purpose made known to us; supplied with reasonable skill and care and, where installed by us, correctly installed; and for defective services under the Consumer Protection Act 1987.
13.3 We are not liable for business losses. We only supply the services for domestic and private use. If you use the services 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.
14.1 How we will use your personal information. We will use the personal information you provide to us:
14.1.1 to supply the services to you;
14.1.2 to process your payment for the services; and
14.1.3 if you agreed to this during the order process, to give you information about similar services that we provide, but you may stop receiving this at any time by contacting us.
14.2 We will only give your personal information to other third parties where the law either requires or allows us to do so.
15.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens, and we will ensure that the transfer will not affect your rights under the contract.
15.2 You need our consent to transfer your rights to someone else (except that you can always transfer our guarantee). You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. However, you may transfer our guarantee at clause 11.3 to a person who has acquired the services or any item in respect of which we provided the services. We may require the person to whom the guarantee is transferred to provide reasonable evidence that they are now the owner of the relevant item or property.
15.3 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person to end the contract or make any changes to these terms.
15.4 If a court finds part of this contract illegal, the rest will continue in force. 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 Even if we delay in enforcing this contract, we can still enforce it later. 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. For example, if you miss a payment and we do not chase you but we continue to provide the services, we can still require you to make the payment at a later date.
15.6 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the services in the English courts. If you live in Scotland you can bring legal proceedings in respect of the services in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the services in either the Northern Irish or the English courts.
15.7 Alternative dispute resolution. 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 are not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use. You can submit a complaint to [Alternative Dispute Resolution (ADR) entity] via their website at [Website]. In addition, please note that disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform.