Terms of Service & Refund Policy
BE SAFE BE SMART – MOBILE APPLICATION
OUR TERMS
1. DEFINITIONS
1.1 When the following words appear in bold text in these Terms, this is what they will mean:
Event outside Our Control:
Order: your order for the Services;
Product: the product we create for you as a result of the Services, as set out in the Order;
Services: the services that we are providing to you as set out in the Order;
Terms: the terms and conditions set out in this document; and
We: FIVESECURE LIMITED, VENTURE HOUSE, 1-2 HOLBROOK LANE, COVENTRY CV6 4AF. COMPANY REGISTRATION NO. 08319501.
1.2 When we use the words "writing" or "written" in these Terms, this will include e-mail unless we say otherwise.
2. OUR CONTRACT WITH YOU
2.1 These are the terms and conditions on which we supply Services to you.
2.2 Please ensure that you read these Terms carefully, and check that the details on the Order and in these Terms are complete and accurate, before you tick the box and submit the Order. If you think that there’s a mistake or require any changes, please contact us to discuss. We will confirm any changes in writing to avoid any confusion between you and us.
2.3 When you sign and submit the Order to Us, this does not mean we have accepted your order for Services. Our acceptance of the Order will take place as described in clause 2.4
2.4. If we are unable to supply you with the Services, We will inform you of this in writing and We will not process the Order.
2.4 These Terms will become binding on you and us when we issue you with a written acceptance of an Order OR recipt.
2.5 If any of these Terms conflict with any term of the Order, the Order will take priority.
2.6 We shall assign a pin number to login and use our FiveConnect™ system. We will confirm the Order. Please quote the order number in all subsequent correspondence with us relating to the Order.
3. YOUR RIGHTS TO CANCEL AND APPLICABLE REFUND
3.1 Before we begin to provide the Services, you have the following rights to cancel an Order for Services, including where you choose to cancel because we are affected by an Event Outside Our Control or if We change these Terms under clause 3.1 to your material disadvantage:
(a) You may cancel any Order for Services within 14 days of placing an Order by contacting us. We will confirm your cancellation in writing to you.
(b) If you cancel an Order under clause 9.1(a) and you have made any payment in advance for Services that have not been provided to you, We will refund these amounts to you, however, as we do not charge for downloads, this issue should not arise.
(c) However, if you cancel an Order for Services under clause 3.2 and We have already started work on your Order by that time, you will pay Us any costs We reasonably incurred in starting to fulfil the Order, and this charge will be deducted from any refund that is due to you or, if no refund is due to you, invoiced to you. We will tell you what these costs are when you contact us. However, where you have cancelled an Order because of our failure to comply with these Terms (except where We have been affected by an Event Outside Our Control), you do not have to make any payment to Us.
3.2 Once we have begun to provide the Services to you, you may cancel the contract for the Services at any time by providing us within 14 calendar days, after by which letter, email giving at least 21 days notice to come into effect after the initial 9 months of the 12 months contract.
3.3 Once we have begun to provide the Services to you, you may cancel the contract for Services with immediate effect by giving us written notice if:
(a) We break this contract in any material way and we do not correct or fix the situation within 14 days of you asking us to in writing;
(b) We go into liquidation or a receiver or an administrator is appointed over Our assets;
(c) We change these Terms under clause 3.1 to your material disadvantage;
(d) We are affected by an Event outside Our Control.
4. OUR RIGHTS TO CANCEL AND APPLICABLE REFUND
4.1 If we have to cancel an Order for Services before the Services start:
(a) We may have to cancel an Order before the start date for the Services, due to an Event outside Our Control or the unavailability of key personnel or key materials without which we cannot provide the Services. We will promptly contact you if this happens.
(b) If we have to cancel an Order under clause 4.1(a) and you have made any payment in advance for Services that have not been provided to you, we will refund these amounts to you.
(c) Where we have already started work on your Order for Services by the time We have to cancel under clause 4.1(a), We will not charge you anything and you will not have to make any payment to Us.
4.2 Once we have begun to provide the Services to you, we may cancel the contract for the Services at any time by providing you with at least 30 calendar days' notice in writing. If you have made any payment in advance for Services that have not been provided to you, we will refund these amounts to you.
4.3 We will cancel the contract for Services at any time with immediate effect by giving you written notice if:
(a) You do not pay us when you are supposed to we make discontinue services. This does not affect our right to charge you interest under late payments 6.4; or
(b) You break the contract in any other material way and you do not correct or fix the situation within 14 days of us asking you to in writing.
5. INFORMATION ABOUT US AND HOW TO CONTACT US
5.1 We are a company registered in England and Wales. Our company registration number is 08319501 and our registered office is at Venture House, 1-2 Holbrook Lane, Coventry, CV6 4AF. Our registered VAT number is GB 172 7586 76.
5.2 If you have any questions, or if you have any complaints, please contact us. You can contact us by telephoning our customer service team at +44 (0)24 7666 3294 or by e-mailing us at support@fivesecure.com.
5.3 If you wish to contact us in writing, or if any clause in these Terms requires you to give us notice in writing (for example, to cancel the contract), you can send this to us by e-mail, by hand, or by pre-paid post to Five Secure at Venture House, 1-2 Holbrook Lane, Coventry, CV6 4AF OR support@fivesecure.com. We will confirm receipt of this by contacting you in writing. If we have to contact you or give you notice in writing, we will do so by e-mail, by hand, or by pre-paid post to the address you provide to us in the Order.
6. RETURNS PROCEDURE
6.1 We at Five Secure believe that you will be completely satisfied with your purchase. If however you think that you have received a faulty or incorrect Blue Tooth device, or have simply decided that a product is not for you, we request that you call or e-mail us. In the case of faulty products, we can often resolve the problem over the phone or by e-mail.
6.2 How to Book a Return?
6.3 Please note that a return authorisation form must be issued before any goods can be returned. In the event goods are returned to us without a valid return authorisation form, they maybe refused.
6.4 If a product does need to be returned please contact us and we will create a return authorisation form. This will be sent to you by email and will contain a return reference number which needs to be stated when corresponding with us regarding your return.
6.5 Alternatively products can be booked in for inspection using your Five Connect account. Login into your account by the “My Account” section - there is then an option to “Return Products”. Select the items to be returned by entering a tick in the relevant box on the following screen. A return authorisation form will then be issued to you by email.
7. GENERAL RETURN POLICY
7.1 All returns are subject to inspection before any decision can be made with regard to replacement, refund or repair.
7.2 A copy of the return authorisation form should be enclosed to enable efficient processing and prevent any unnecessary delays.
7.3 If the returned product has been modified in any way for example if a Blue Tooth device has been rooted, hacked or had unauthorised software installed), this will invalidate the return authorisation and the goods will be returned to the customer at their cost.
7.4 Please be aware that if you are outside the UK, you are responsible for ensuring the safe delivery of returned items and any cost incurred by that return. We recommend that you use a service requiring a signature on delivery.
7.5 If we need to return the goods to you, we will not usually make any charge for delivery within the UK. However if the goods need to be sent outside the UK then we will need to charge the cost of carriage (a reduced rate will be applied rather than the standard delivery cost).
7.6 We reserve the right to levy a handling charge in the event of no fault being found with goods returned as faulty.
Goods should be returned to: Returns Department
Five Secure Ltd, Venture House, 1-2 Holbrook Lane, Coventry, CV6 4AF, U.K.
We respectfully ask that you follow the procedures below for your relevant type of return.
7.7 Cancelling orders Prior to dispatch, you may request the cancellation, in part or in full, of any order placed with Five Secure. In the event of a complete cancellation, you will receive a full refund of your order. For international customers, this refund will be to the full value in GBP (Pounds Sterling). We cannot accommodate for any fluctuations in currency conversions from the date of purchase to the date of cancellation.
7.8 Part cancellations will receive a refund for the cost of the goods which are no longer being delivered. You may cancel unshipped items from orders which have already had some items dispatched.
7.9 Incorrect Goods Received
In the rare situation that you have received the wrong goods please contact us as soon as possible - we are often able to dispatch the correct item(s) the same day, subject to stock availability.
You will be asked to return the incorrect goods to us and reasonable return shipping costs will be refunded on request.
7.10 Unwanted Goods – 14 Days Policy
7.11 Five Secure operates a 14 working day unwanted goods policy. If you find that a product is not right for you for whatever reason, or change your mind before receiving the goods, then a return can be requested within this period. Simply contact us within 14 working days from the date of dispatch of your goods.
A return authorisation form will then be issued and the product(s) need to be returned within the following 7 days.
7.12 We do ask that the goods are returned to us in perfect “as new” condition. In the case of feature wearable devices, watches, tags etc. and other computing products, they should be returned with all accessories, documentation and packaging including the box inners. The goods will be inspected upon receipt. Should the returned item(s) be in "as new" condition, then their full value will be refunded.
7.13 In the event of any damage, even cosmetic damage to the product (blemishes, scratches, dents, cracks etc.), or excessive damage to packaging or missing packaging that would affect the resale value of the item. FiveSecure reserves to reject the return, or to offer a sum that smaller than the right to levy a handling charge.
7.14 Should an item be damaged beyond a condition which could be considered acceptable for resale, Five Secure reserves the right to refuse the refund and return the goods back to the customer.
Refunding original shipping costs. (Paid to Five Secure when ordering). UK - All original shipping costs can be refunded. EU - The value of standard international mail to your country can be refunded. If you opted for a premium service (such as DHL or Fedex), the additional cost above that of standard international mail may not be refunded. Rest of World - Shipping costs will not be refunded. - Refunding return delivery costs (Paid by you to send back to Five Secure)
UK - All reasonable return charges can be refunded. It is considered reasonable to use a service with insurance to the value of your product(s), for instance Royal Mail Special Delivery. Alternatively, Five Secure can book a courier collection from a provided address at your request.
EU - You are expected to bear the costs of returning any unwanted goods after dispatch.
Rest of World - You are expected to bear the costs of returning any unwanted goods after dispatch
7.15 Faulty Goods
7.16 Products returned as faulty are dealt with depending on the time within which they are returned. In the event that the goods are returned to us within 14 days of the dispatch date we can usually offer a replacement or a refund.
7.17 If you are returning a phone to us within the initial 14 days we would ask that it is returned with all accessories, documentation and packaging including the box inners. Failure to return phones in an acceptable condition may result in them being automatically sent for repair rather than being replaced or refunded.
7.18 Refunding return delivery costs within 14 days
7.19 UK - All reasonable return charges can be refunded. It is considered reasonable to use a service with insurance to the value of your product(s), for instance Royal Mail Special Delivery. Alternatively, Five Secure can book a courier collection from a provided address at your request. Replacements will be delivered free of charge.
7.20 EU - You are expected to bear the costs of returning any faulty goods after dispatch. If requested, Five Secure may arrange a courier collection of your faulty goods, priced at the same value as dispatching said goods to your country as per the Five Secure checkout. Replacements may be delivered free of charge, should you have covered the return shipping.
Rest of World - You are expected to bear the costs of returning any faulty goods after dispatch. You are also expected to bear the costs of dispatching a replacement device.
All, faulty products are automatically checked in our in-house service centre. This is where we will conducts for repair. Exceptions to this rule are accessories that can often be replaced within 1 year of the purchase date.
8 Refunding return delivery costs after 14 days
8.1.1 UK - All reasonable return charges can be refunded. It is considered reasonable to use a service with insurance to the value of your product(s), for instance Royal Mail Special Delivery. Alternatively, Five Secure can book a courier collection from a provided address at your request. Replacements will be delivered free of charge.
8.1.2 EU - You are expected to bear the costs of returning any faulty goods after 14 days of ownership. You are expected to bear the costs of shipping repaired items or replacements.
8.1.3 Rest of World - You are expected to bear the costs of returning any faulty goods after 14 days of ownership. You are expected to bear the costs of shipping repaired items or replacements.
9. WARRANTY REPAIRS
9.1 Whilst you are welcome to return faulty products supplied by to Five Secure within their relevant warranty period. This may result in faster service and also the provision of free shipping materials being sent to you.
9.2 Faulty products which are returned to FiveSecure more than 14 days after the date of dispatch will automatically be forwarded onto the manufacturer’s service centre for repair.
9.3 EU customers may find that the manufacturer's warranty is applicable locally. If so then Five Secure recommend contacting the manufacturer locally for free servicing. If available, this may significantly reduce time and shipping/return costs to/from the UK. In the event the warranty is not applicable for any reason, we welcome EU returns for servicing in the UK.
9.4 Customers in the rest of the world may not be able to receive warranty support from the manufacturer, although we always recommend checking first. Whilst we welcome international returns for warranty servicing in the UK, depending on the associated shipping costs to/from the UK, you may find it cheaper to arrange an out-of-warranty repair with the manufacturer locally.
9.5 We request that devices returned for repair include at least the battery and back cover so that the device can be suitably tested. If a fault might be related to any accessory, for example a charging problem, it is recommended that the relevant item is also returned. Any additional accessories returned will be securely held whilst we are repairing the unit.
10. NON WARRANTY REPAIR
10.1 Products which are returned to us as non-warranty repairs (or items which have been found to be physically damaged) will be forwarded to the service centre for assessment.
10.2 With non-warranty repairs the customer is liable for all shipping and repair costs, regardless of geographic location.
10.3 Repair quotations which are accepted by a customer need to be paid in full, before authorisation can be provided to proceed with the repair. Five Secure may add the cost of return shipping to any official repair quotation, in order for you to pay the full balance to us.
10.4 Most manufacturers charge for repairs or replacements that have been damaged or misused outside of the normal operating parameters. Five Secure are no different in so far as service centre will release the device. Five Secure may add the cost of return shipping to any official assessment charge, in order for you to pay the full balance to us.
