By using the website www.EliteLife.co.uk and/or using Elite Life Limited services and/or referrals, you signify acceptance of these Terms and Conditions.
Elite Life Limited operates in the industry sector of lifestyle management and concierge services.
Elite Life Limited shall be entitled to amend these Terms and Conditions at any time, including but not limited to the charges associated to the services provided by Elite Life Limited. Any revised version of these Terms and Conditions will be posted on the website www.EliteLife.co.uk. Please continue to review these Terms and Conditions whenever accessing the website. Revised Terms and Conditions will be effective 24 hours after being posted on the website.
Elite Life Limited complies with these written Terms and Conditions. No addition to or variation of these Terms and Conditions will bind the company, unless it is specifically agreed in writing and signed by the Director of Elite Life Limited. No agent or employee has the authority to alter or vary these Terms and Conditions in any way.
1.1 Elite Life Limited is a UK registered limited company (company No. 06164783) with registered office at Suite 609, 8 Walworth Road, London SE1 6EE.
1.2 The person(s) and/or organisation(s) named on the membership form.
2. Definitions and Terminology
2.1 "Website" means the website of Elite Life Limited which is www.EliteLife.co.uk
2.2 "We", "Our", "Ours" and "Us" means Elite Life Limited and its employees.
2.3 "You", "Your and "Yours" means any individual, organisation, business, limited company, partnership, charity, local authority or sole trader instructing Elite Life Limited for any services provided directly by Elite Life Limited or by any of Elite Life Limited service partners in compliance with these Terms and Conditions.
2.4 "Visitor" means any visitor of the Elite Life Limited website, who can be a Client and/or Corporate Client or not.
2.5 "Contract" means the treaty for the provision of services which shall be governed by these Terms and Conditions.
2.6 "Request" means one sole work ordered by the Client and/or Corporate Client.
2.7 "Service" means the work to be provided by Elite Life Limited to or for the Client and/or Corporate Client, which can be fulfilled internally or outsourced.
2.8 "Desk Service" means any office based work that does not require outsourcing or travel.
2.9 "Rate" means the value of the service provided that is payable by the Client and/or Corporate Client to Elite Life Limited.
2.10 "Service Partner" means any third party (e.g. butler, cleaner, driver, dog walker, travel agency, restaurant, jet hire company, etc.) who provides goods and/or Services and who has been researched and/or engaged by Elite Life Limited on behalf of the Client and/or Corporate Client to execute the service required.
2.11 "Outsource" means using the services and/or goods provided by a service partner.
2.12 "Office Hours" means the Elite Life Limited normal working hours which are Monday to Friday from 09:00 to 17:00.
2.13 "Out of Hours" means the hours outside the office hours i.e. Monday to Friday from 17:01 to 08:59.
2.14 "Weekends" means the hours outside the office hours and outside the out of hours i.e. from Saturday 00:01 until Sunday 23:59.
2.15 "Hours of Business" means office hours, out of hours, weekends, Good Friday, Christmas Day, Boxing Day and UK Bank Holidays.
2.16 "Bespoke Events" means weddings, corporate events, conferences and any other parties or events held in part or whole outside of the Client's home environment and in part or whole outside of the Corporate Client's premises, that the Client and/or Corporate Client requested to be organised or manage by Elite Life Limited.
3.1 The headings in this document are for convenience and do not affect interpretation.
3.2 These Terms and Conditions apply to your use of our website and/or our services and/or our referrals.
3.3 Any exception required or permitted to be given by either party to the other under these Terms and Conditions shall be put in writing and sent by First Class Signed For letter addressed to the other party at his/her/its residential address or registered office or principal place of Business (as the case may be) or such other address as may at the relevant time have been notified pursuant to the provision to the party giving notice. The exception request shall be deemed to have been served upon Royal Mail's proof of delivery.
3.4 If any provision of these Terms and Conditions is found by a court or other competent authority to be void or unenforceable, such provision shall be deemed to be deleted from this document and the remaining provisions shall continue in full force and effect.
3.5 These Terms and Conditions shall be construed in accordance with and governed by the English law. Any dispute shall be subject to the exclusive jurisdiction of the English courts.
3.6 No failure or delay by us in exercising any of our rights under the contract shall be deemed to be a waiver of that right, and no waiver by us of any breach of the contract by you shall be considered as a waiver of any subsequent breach of the same or any other provision.
3.7 The parties acknowledge that this Agreement is not intended to benefit any third party as envisaged by the contracts (Rights of Third Parties) Act 1999.
3.8 We aim to respond to e-mails, letters, faxes, text messages and voice messages within 24 hours.
3.10 We are a member of the International Concierge and Lifestyle Management Association (ICLMA).
3.11 We are a member of the Association of Professional Declutterers (APDO-UK).
3.12 We are a member of the Institute of Even Planning (IEP).
4. Supply of Services
4.1 As a lifestyle management and concierge services, we provide a vast number of services in relation to any personal or corporate need stated by you if complies with Clauses 4.4 and 4.5.
4.2 Examples of common requests are available on the website. Any other service not included may well be executed by us if complies with Clause 4.5.
4.3 We are constantly striving to improve the services delivered to you, thus we welcome suggestions.
4.4 We shall provide the services to you subject to these Terms and Conditions or such other conditions as may be exceptionally agreed as per Clause 3.3.
4.5 We reserve the right to refuse to provide services of any immoral or unlawful purpose or which may infringe the proprietary, intellectual property or any other rights of any third party.
4.6 We will be as diligent as possible in order to find the best solution for you within an agreed reasonable period of time, based upon the specific criteria provided by you.
4.7 If we are unable to deal with any request due to force majeure, you will be informed by e-mail, fax, telephone or letter as soon as reasonably possible.
4.8 Requests may be made by telephone, e-mail, fax or letter and we will acknowledge it and require further information if necessary.
4.9 A telephone request is subject to a confirmation sent by e-mail, fax or letter that will be sent to you and a reply is needed before the task is performed.
4.10 Regular Clients and/or Corporate Clients may be exempt from Clause 4.9.
4.11 A first consultation might be necessary depending on your needs. The first consultation is complimentary.
4.12 The minimum purchase is one hour. In case of a one-off request, a full payment is required prior to the task execution.
4.13 The time used to perform any request will be redeemed to the second. A time usage report will be sent to you upon request.
4.14 If outsourcing is required in order to pursuit your request, we act as your agent and not as principal.
4.15 If travel is required in order to pursuit your request, the travel time will be redeemed from the hours purchased in advance (Clause 4.13 applies), except and when a task takes 9 or more hours to be fulfilled.
4.16 A 48-Hour notice period is normally required when making a request, but we accept any last minute request although its execution may be affected, depending on the service requested.
4.17 For desk service request the minimum notice period is one hour, but we accept any last minute request although its execution may be affected.
4.18 We accept requests during our hours of business, but when service partners' goods and/or services are required, the execution of the task may be compromised if requested on out of hours, on weekends on Good Friday, on Christmas Day, on Boxing Day and on UK Bank Holidays.
4.19 In the event that you engage us to arrange for services to be performed at a particular location, you will give us reasonable access to such location (including to the interior of any premises) as well as to the service partner and its employees and agents as may be necessary for the services execution without hindrance. You may prefer to provide us with a key to access a location, as we are Key Holding licensed by the Security Industry Association (SIA).
4.20 In the event that you engage us to arrange for services to be performed at a particular location, you will be responsible for obtaining from other parties (e.g. landlord) or any government or competent authority any consent that may be necessary for the services to be provided.
5. Force Majeure
5.1 A force majeure event may happen when less expected and is an event beyond the reasonable control of either party including without limitation a strike, lock-out, riot, labour dispute, transport difficulties, act of God, war, civil commotion, malicious damage, compliance with a law or government order, rule, regulation or direction, accident, breakdown of plant or machinery, IT systems failure, fire, flood, storm and other circumstances affecting the supply of goods and services.
6. Service Partners
6.1 We use our best endeavours to only use goods and/or services from qualified and/or insured professionals to best execute your request, unless you have expressly requested or agreed to a particular professional.
6.2 We use our best endeavours to only refer reputable companies that offer quality and value to their customers unless you have expressly requested or agreed to a particular company.
6.3 When and if services will legally only be carried out by a service partner with suitable qualifications and/or insurance, we shall use our best endeavours to ensure that the chosen Service Partner is qualified and/or insured.
6.4 We use all reasonable endeavours to monitor the goods and/or services provided by our service partners but we cannot accept responsibility for any loss, liability or cost incurred by you as a result of any acts or omissions of service partners nor can we guarantee the accuracy of information supplied to you by service partners. No guarantees can be given on behalf of any service partners. You shall require seeking compensation for any loss or damage suffered directly from the service partner.
6.5 Whilst we shall use our best endeavours to ensure that any used service partner is competent to carry out the services to a proper standard of workmanship and quality, we shall not be liable if his/her/its performance falls below that standard.
6.6 We use our best endeavours to ensure that the service partner is charging a competitive rate having regard to the locality and specialty of the service provided.
6.7 When outsourcing is necessary, you will be purchasing goods and/or services from the service partner(s) and contract direct with the service partner on such terms as negotiated between you.
6.8 The service partner will determine his/her/its own Terms and Conditions, method of work, working hours, charges, method of payment, cancellation and refund policy that will apply to any contractual action between you.
6.9 In the event that we do not have a service partner on our database to carry out a certain request, we will take reasonable steps to find a suitable service partner and advise you accordingly.
6.10 Our service partners' database is not a directory you may access without the arrangements for these services to be undertaken by us. Should you wish to make your own arrangements with one of such service partners, a one hour charge will apply.
7.1 No contract will subsist between you and us for the supply of any services unless and until we accept your request and you make full required payment.
8. Corporate Scheme
8.1 We accept corporate clients.
8.2 We may request evidence of employment prior to acceptance of the Corporate Scheme.
8.3 Save as otherwise stated in this Agreement, corporate clients are subject to the same rules as those governing clients.
8.4 It is the sole right of the corporate member to nominate the agreed number of individuals who will benefit from the corporate scheme either as an employee, agent, contractor, sub-contractor or customer.
8.5 We will invoice the corporate client on monthly basis.
8.6 Invoices are payable on a 14 day basis.
9. Client and/or Corporate Client Obligations
9.1 You agree to have read these Terms and Conditions as well as the Privacy Statement before using our services.
9.2 You agree to only provide us with true, accurate, current and comprehensive information and to immediately notify us in writing (via e-mail, fax or recorded letter) of any changes.
9.3 You agree not to impersonate any other person or entity to use false information.
9.4 Services provided by us are expressly provided to you and you shall not use the services for any improper, immoral, unlawful or any other purpose other than that for which you informed us at the time of the request.
9.5 We shall be immediately informed by you of the identity of any third party with whom you enter into a contract or arrangement for sale of goods or supply of services which result in the provision of services by us and we shall be entitled to decline to provide such services to such party without providing any reason.
9.6 If you should request us to use your credit card and/or other credit facilities for the purpose of executing requests, you shall promptly provide us with written confirmation. You acknowledge and agree that we shall have no liability or be responsible in any way whatsoever in respect of the use of your credit card and/or other credit facilities, provided that we act in accordance with the instructions issued by you in relation thereto.
10.1 We require payment in advance of service commencing, except when agreed otherwise with you.
10.2 The currency accepted is British Pound (GBP).
10.3 Methods of payment accepted are: cash, cheque (clause 10.4 applies), PayPal, credit and debit card (via PayPal where an extra fee will apply) direct debit, bank transfer and BACS.
10.4 In the exceptional case of payment by cheque, approved only by the Company Director, the service can only be provided by us after its clearance.
10.5 Standing Orders may be set up for regular payments.
10.6 Any extra charges incurred in order to execute your request, will be paid by you prior to commencement of the work.
11. Rates and Extra Charges
11.1 Subject to any special terms agreed, you shall pay us the full rates and any extra charges agreed for the provision of the services.
11.2 Details of the current and up to date rates are available upon request.
11.3 We shall be entitled to alter the rates from time to time.
11.4 The rates levied by us are in accordance with the quote in writing (via e-mail, fax or recorded letter).
11.5 Our rates are not subject to VAT.
11.6 Any purchased time and/or time vouchers are valid for one year starting on and including the date of purchase.
11.7 Time to fulfil "Out of Hours" requests will be redeemed x2.
11.8 Time to fulfil "weekends" and "bank holidays" requests will be redeemed x3.
11.9 You will be informed in writing (via e-mail, fax or letter) of any extra charges and you must agree to it in writing (via e-mail, fax or letter) prior to commencement of the work.
11.10 Any request that requires travelling and/or using goods and/or services from a service partner, will incur extra charges for you.
11.11 If it has been agreed that we shall settle any payment for the goods and/or services to any service partner on your behalf, it will be on the basis that we do so as the your agent.
11.12 If the usage of the company car is required in order to pursuit your request, an extra charge of 50p per mile will be charged.
11.13 If the usage of the company car is required within the Congestion Charge zone in order to pursuit your request, the corresponding charge will be paid by you.
11.14 If any car parking must be paid for, you are responsible for this charge.
11.15 If travel by public transports is required in order to pursuit your request, you are responsible for the corresponding charge.
11.16 You are responsible for any company expenses that might incur within the tasks' fulfilment.
11.17 In the event that you engage us to arrange for services to be performed at a particular location and you do not comply with Clauses 4.19 and 4.20, you are liable for any rates and extra charges incurred for the execution of the task.
11.18 We use our best endeavours to complete any request. However, if reasonable attempts have been made but we are unable to complete any part of the request or you have requested us to stop, you will be liable for time spent and expenses incurred.
11.19 We will charge interest from the due date until the date of payment on any outstanding balance calculated at 8.0% per annum above the prevailing reference rate. Interest will then apply before and after any court judgment until payment is received.
11.20 You are liable for any additional costs we may incur in the event of dishonoured cheque(s).
11.21 We will charge GBP10.00 per each late payment reminder sent to you either via e-mail, fax, letter, telephone, text message or voice message.
11.22 A fee of GBP5.00 will apply when in accordance with the Data Protection Act 1998 you request us to access the information we hold about you. This charged is due to the required time to process and provide the information.
11.23 All relevant receipts will be provided to you upon request.
12. Special Offers
12.1 Temporary offers and competitions are provided to you upon request or via advertisement.
12.2 A surprise gift will be offered to you if you refer a new Client and/or Corporate Client who purchases a minimum of 5 hours.
12.4 Any voucher offered to you by us may be assigned to any other person or entity.
13.1 Neither party to this Agreement shall be responsible to the other party for any delay in performance or non performance due to a force majeure event. On occurrence of a force majeure event, we shall inform you by telephone and in writing (via e-mail, fax or recorded letter) that the event has delayed or prevented the request's performance under this Agreement and thereafter one shall take action within his/her/its power to comply with the Terms and Conditions of this Agreement as fully and as promptly as reasonably possible.
13.2 To the furthest extent permitted by law and subject to clause
a) the negligence of that party or its employees, supplier partners, contractors, sub-contractors or agents
b) in respect of fraud or of any statements made fraudulently by that party or its employees, supplier partners, contractors, sub-contractors or agents
c) for product liability claims arising under Part 1 of The Consumer Protection Act 1987 or
d) for claims for breach of statutory duty arising under s 41(1) of The Consumer Protection Act 1987.
13.3 To the furthest extent permitted by law and subject to clause 13.2, Elite Life Limited, its employees, service partners, contractors, sub-contractors or agents shall not be liable to you whether in contract (including under any indemnity or warranty), in tort (including negligence), under statute or otherwise for any:
a) loss of profit, b) loss of revenue, c) loss of anticipated savings, d) loss or corruption of data, e) loss of Contract or opportunity, f) loss of goodwill or
g) indirect or consequential loss of whatever nature including (without limit) any loss of a type described from a) to f) above, which could be regarded as indirect or consequential and whether or not reasonably foreseeable, reasonably contemplatable, or actually contemplated by you or Elite Life Limited, its employees, service partners, contractors, sub-contractors or agents at the time of execution of these Terms and Conditions;
h) In the event that we shall be liable to you in contract (including under any indemnity or warranty), in tort (including negligence), under statute or otherwise, our liability shall be limited to the sums paid directly to Elite Life Limited, its employees, service partners, contractors, sub-contractors or agents by you in accordance with the Terms and Conditions in the year in which the liability arose.
13.4 We use our best endeavours to give the best advice, support and encouragement to you, but ultimately it is your decision. We cannot accept responsibility for actions you take on the basis of that advice, or for the consequences of those actions.
13.5 We take every care when obtaining and presenting products, services or other information to you. However, we are merely passing on existing information, services or products and do not make any representations as to the accuracy, completeness or validity of such information, services or products.
13.6 When we handle goods belonging to you, we take great care to look after them. Unfortunately, accidents may occur and we shall not be liable for losses or damage, howsoever caused, and relies on you to carry insurance at all times which adequately compensates them for losses or damage howsoever caused.
13.7 Without prejudice to your rights to terminate the contract, the sole remedy at law, in equity or otherwise in respect of any claim against Elite Life Limited, its employees, service partners, contractors, sub-contractors or agents shall be limited to damages.
13.8 Any action against us must be brought within eighteen months after the cause of action arises.
13.9 We will not be liable under this Agreement for any loss or damage caused by us or by our employees or agents in circumstances where
a) there is no breach of a legal duty of care owed to you by us or by our employees or agents
b) such loss or damage is not a reasonably foreseeable result of any such breach
c) any increase in loss or damage resulting from the breach by the you of any term of this Agreement.
13.10 We are not responsible for any losses or damage which you may suffer as a result of the action(s) of a service partner except as required by law.
13.11 We shall not be liable to you if any document procured by us for you (e.g. theatre ticket) is subsequently found not to be genuine or if it is not accepted by any other party (e.g. theatre) as genuine. However, we shall use all our best endeavours to ensure that such documentation is genuine and bona fide.
13.12 More liability rules concerning the website are stated in Section 16 of these Terms and Conditions.
14.1 We have Public Liability Insurance. The public liability limit is GBP2,000,000.00
14.2 We have Employer's Liability Insurance. The employer's liability limit is GBP10,000,000.00
15.1 We are not an authorised travel agent or tour operator and only act as an introductory agent on your behalf and travel services provider.
15.2 We may obtain "best tickets" for sold out events either directly or through ticket agents. In this case, you will be purchasing tickets above face value.
15.3 In the event that we cannot secure tickets, you will still be liable for time utilised.
15.4 All ticket sales are final and no refunds or cancellations can be applied after reservation or purchase of ticket(s).
15.5 We are not responsible for any failure by the Royal Mail in getting the tickets to you in time.
16.1 Our website is comprised of various web pages operated by us.
16.2 The website is offered to all visitors conditioned on their acceptance without modification of the terms, conditions, and notices contained herein. The use of the website constitutes the visitor's agreement to all such terms, conditions, and notices.
16.3 The content of the pages of the website is for any visitor's general information and use only. It is subject to change without notice.
16.4 Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on our website for any particular purpose. The visitor acknowledges that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
16.5 As a condition of the use of the website, any visitor warrant to us that you do not use the website for any purpose that is unlawful or prohibited by these terms, conditions, and notices. The visitor may not use the website in any manner which could damage, disable, overburden, or impair the website or interfere with any other party's use and enjoyment of the website.
16.6 Unauthorised use of this website may give to a claim for damages and/or be a criminal offence.
16.7 We will use our best endeavours to ensure that the website and e-mail system are accessible at all times. However, there may be times when due to circumstances beyond our control, or for maintenance purposes, the website and e-mail system will be unavailable. In these circumstances we cannot accept any responsibility for any loss or damage which Clients and/or Corporate Clients may suffer as a result.
16.8 We will use all reasonable precautions to ensure that the website, e-mail system and documentation which is sent to you, or accessible by you is free from viruses, but we cannot guarantee that it will be completely free of viruses. We recommend that you maintain up to date virus protection software on your own computers as we cannot accept any responsibility for any loss or damage which you may suffer as a result of a virus received from the website, links, e-mail system or electronic documentation.
16.9 The website may provide links to other websites. When a visitor clicks on one of those links he/she is leaving the website and visiting another website over which we have no control or responsibility for. We suggest that visitors review the privacy policies for such other websites.
16.10 Hypertext sites included on the website are provided for convenience and information only and we do not necessarily endorse them. We do not control, monitor or verify the content of third party websites and is not liable to content of the sites.
16.11 The website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these Terms and Conditions.
16.12 Visitors may not create a link to our website from another website or document without our prior written (via e-mail, fax or recorded letter) consent. The visitors' use of the website and any dispute arising out of such use of the website is subject to the laws of England and Wales.
16.13 The names of actual companies and/or products mentioned herein may be the trademarks of their respective owners.
16.14 The visitor agrees to use the communication services via the website only to post, send and receive messages and material that are proper and related to the particular communication service. By way of example, and not as a limitation, the visitor agrees that when using a communication service, he/she will not:
a) Defame, abuse, harass, stalk, threaten or otherwise violate the legal rights (such as rights of privacy and publicity) of others.
b) Publish, post, upload, distribute or disseminate any inappropriate, profane, defamatory, infringing, obscene, indecent or unlawful topic, name, material or information.
c) Upload files that contain software or other material protected by intellectual property laws (or by rights of privacy of publicity) unless you own or control the rights thereto or have received all necessary consents.
d) Upload files that contain viruses, corrupted files, or any other similar software or programs that may damage the operation of another's computer.
e) Advertise or offer to sell or buy any goods or services for any business purpose, unless such communication service specifically allows such messages.
f) Conduct or forward surveys, contests, pyramid schemes or chain letters.
g) Download any file posted by another user of a communication service that you know, or reasonably should know, cannot be legally distributed in such manner.
h) Falsify or delete any author attributions, legal or other proper notices or proprietary designations or labels of the origin or source of software or other material contained in a file that is uploaded.
i) Restrict or inhibit any other user from using and enjoying the communication services.
j) Violate any code of conduct or other guidelines which may be applicable for any particular communication service.
k) Harvest or otherwise collect information about others, including e-mail addresses, without their consent.
l) Violate any applicable laws or regulations.
16.15 Any rights not expressly granted herein are reserved.
17. Intellectual Property and Copyright
17.1 All contents of our website are Copyright 2009 and/or its suppliers. All rights reserved.
17.2 Information, documents, drawings and illustrations published by us are our property. Copyright and IP rights in the content of the website belong to us.
17.3 The visitor may not obtain or attempt to obtain any materials or information through any means not intentionally made available or provided for through our website.
18. Complaints Policy
18.1 We will use our best endeavours to provide a high quality service to you when carrying out tasks. At any time if you are unhappy about how we performed a task, you are required to submit a written complaint. A letter must be posted Signed For to our registered office address within 30 calendar days of the event or action giving rise to the complaint occurring.
18.2 Complaints will be acknowledged in writing (via e-mail, fax or recorded letter) within 2 working days of receipt.
18.3 We will carry out an investigation and respond to you in writing (via e-mail, fax or recorded letter) within 15 working days of acknowledging the complaint outlining the next steps and what action may or may not be taken. This does not affect your statutory rights.
18.4 If a complaint concerns the conduct, goods and/or services of a service partner or other third party, you should write directly to him/her/it and send a copy of the complaint to us to assist us in assessing, for future use, the adequacy of a service partner.
18.5 It is your responsibility to cancel your standing order once the contract has been terminated in accordance to Section 19 of these Terms and Conditions. If we are required to repay amounts to you because you have failed to cancel your standing order, we reserve the right to deduct a GBP30.00 administration fee from any refund.
19. Termination and Refund Policy
19.1 Any party shall have the right to cancel this contract in writing at least 10 working days before the intended date of performance of the services, without giving reasons.
19.2 Without prejudice to any other accrued rights and remedies available, any party may terminate the contract with immediate effect by written (via e-mail, fax or recorded letter) notice
a) in the event of material breach of this agreement by either party. If such breach is capable of remedy, the failure to remedy the breach within 30 days (starting on the day after receipt of notice) giving details of the breach and requiring remedy to the breach and stating that a failure to remedy the breach may give rise to termination.
b) the other party goes bankrupt or turns insolvent or makes Voluntary Arrangement with any of its creditors or has an order made against any of his/her/its effects or property.
19.3 In case or termination by you and in accordance to Clause 19.1, a full refund will be made by us to you if no action has been taken to execute the request. If action has been taken to execute the request, charges will be made for time spent and expenses incurred and deducted from the amount to be refunded, except what stated in Clause 19.4.
19.4 On termination in accordance to Clause 19.2, you shall immediately make payment to us of all and any outstanding balances.
19.5 On termination in accordance to Clause 19.2, we shall immediately refund you in accordance to Clause 19.3.
19.6 On termination by us pursuant to Clauses 19.2a and 19.2b you shall not be entitled to any refund.
19.7 You may change the commencement date of our services without any penalty by giving seven working days written (via e-mail, fax or recorded letter) notice, prior to the original commencement date.
19.8 Where you cancel goods and/or services from a service partner, you are bound by the Terms and Conditions of the service partner, in accordance with the provisions of Clause 6.8 of these Terms and Conditions.
19.9 We shall not be liable or be deemed to be in breach of the contract by reason of any delay in performing, or any failure, any of our obligations in relation to the services, if the delay or failure was due to any cause beyond our reasonable control.
19.10 Subject to the provisions of Clause 13, our maximum liability to you for breach of any of your obligations hereunder shall be limited to the value of the charge, provided that the charge has at such time been paid by you in full.
20. 100% Customer Satisfaction Guarantee
20.1 If service requested does not require outsourcing and you are not happy, we will offer you the quantity of time that took us to fulfil the request. In case you are still dissatisfied we will refund in full the time it took us to fulfil the task.
21.1 Disputes relating to or incidental to the Agreement shall be referred to a single arbitrator under the Arbitration Acts 1950-1996. If the parties fail to agree on an arbitrator, he/she shall be appointed by the President for the time being of the London Law Society on the application of either party.
22.1 This Agreement is personal to the individual client and cannot be assigned without our prior written consent which shall not be unreasonably withheld. Corporate scheme is limited to individual employees of the corporate client and cannot be assigned without our prior written consent.