Website Terms of Use (UK)
B2B Website Terms of Use and SaaS Service Agreement for UK-based providers
WEBSITE TERMS OF USE
Version: [version number] Effective date: [effective date]
Note: These Terms are written for users acting in the course of a trade, business, craft or profession (B2B). If any part of the Website is open to consumers (individuals using it outside any business), consumer protection law overrides large parts of these Terms — exclusions, caps and indemnities that work against businesses can be unenforceable against consumers. If you serve consumers, publish a separate consumer-facing version, or remove the liability cap for consumer-facing services and review Clauses 11 and 13 carefully.
These Website Terms of Use (the "Terms") govern the relationship between:
(1) [full legal name of the provider], a company registered in England and Wales under company number [company number of the provider], whose registered office is at [registered office address of the provider] ("we", "us", "our"); and
(2) the user of the Website ("you", "your").
1. ABOUT US AND THESE TERMS
1.1 Our website at [website url] (the "Website") and any services, content or functionality made available through it (together, the "Services") are operated by us. You can contact us by email at [contact email address of the provider] or by post at [postal address of the provider].
1.2 By accessing or using the Website you confirm that: (a) you have read and agree to these Terms; (b) where you act on behalf of an organisation, you have authority to bind that organisation; and (c) you are at least [minimum user age] years old. If you do not agree to these Terms, do not use the Website.
1.3 Our Privacy Policy at [privacy policy url] and our Cookie Policy at [cookie policy url] form part of these Terms. Read them alongside these Terms.
Note: If the Website uses any cookies or similar tracking that are not strictly necessary for the Website to work (analytics, advertising, embedded social or video widgets), you must obtain informed consent before placing them. Saying 'use of the site is consent' is not consent — you need a working consent banner that lets the user accept or reject non-essential cookies, and a Cookie Policy that lists each cookie and its purpose.
2. DEFINITIONS
2.1 In these Terms:
"Account" means a registered user account on the Website.
"Authorised User" means an individual you have authorised to access the Services through your Account.
"Business Day" means any day other than a Saturday, Sunday or public holiday in England and Wales.
"Content" means all text, images, video, audio, software, data and other material made available on or through the Website by us.
"Deliverables" means any output, reports or materials we create specifically for you in providing the Services.
"Fees" means the charges payable for the Services, as set out in Schedule 1.
"Intellectual Property Rights" means patents, copyright, design rights, trade marks (registered or unregistered), database rights, trade secrets, know-how and all similar rights anywhere in the world.
"Personal Data" has the meaning given to it in the UK General Data Protection Regulation and the Data Protection Act 2018.
"Services" means the services and functionality described in Schedule 1, Part B that we make available through the Website.
"User Content" means any content, data or material you or your Authorised Users submit, upload or transmit through the Website.
3. ACCESS TO THE WEBSITE
3.1 We grant you a limited, non-exclusive, non-transferable, revocable licence to access and use the Website for lawful purposes, subject to these Terms.
3.2 We will use reasonable endeavours to keep the Website available, but we do not guarantee continuous, uninterrupted, timely, secure or error-free access. We may suspend, restrict or withdraw all or any part of the Website for operational, security or technical reasons. Where practicable we will give you reasonable advance notice.
3.3 You are responsible for the device, software and connection you use to access the Website, and for keeping your own backups of any data you rely on.
Note: 'Reasonable endeavours' commits us to trying, not to guaranteeing. If you advertise specific uptime or response times outside Schedule 1, you create a binding promise the customer can sue on if you miss it. Keep firm service-level commitments inside Schedule 1 (Option B in Clause 6) and tied to defined remedies.
4. ACCOUNTS
4.1 Some features of the Website require you to register an Account. When registering you must provide accurate, complete and up-to-date information, and keep that information accurate.
4.2 You are responsible for: (a) keeping your login credentials confidential; (b) all activity that takes place under your Account, including activity by your Authorised Users; and (c) telling us promptly at [contact email address of the provider] if you suspect any unauthorised use of, or access to, your Account.
4.3 We may suspend or close your Account if we reasonably believe your credentials have been compromised, or if we have reasonable grounds to suspect misuse.
5. ACCEPTABLE USE
5.1 You must use the Website only for lawful purposes, and in a way that does not infringe anyone else's rights or stop other users from enjoying the Website.
5.2 You must not:
(a) send unsolicited commercial communications;
(b) use any automated tool (including bots, crawlers, scrapers or AI-training systems) to access, extract, copy, monitor or republish any part of the Website, or to develop, train, fine-tune or validate any AI system or model from any data on the Website, in each case without our prior written consent;
(c) attempt to gain unauthorised access to the Website or any underlying systems, server, computer or database;
(d) introduce any virus, worm, trojan, logic bomb or other malicious code, or interfere with the Website's normal operation, or attack the Website by denial-of-service or any similar means;
(e) upload or transmit material that is unlawful, defamatory, threatening, obscene, offensive, or that infringes a third party's rights;
(f) reverse-engineer, decompile or disassemble any software forming part of the Website, except as permitted by law;
(g) impersonate any person or misrepresent your identity, affiliation or status; or
(h) place an unreasonable or disproportionate load on the Website or its infrastructure.
5.3 Clause 5.2(b) is an express reservation of our rights against text and data mining and AI scraping, and applies whether or not such activity is conducted for a commercial purpose.
5.4 We may investigate suspected breaches of this Clause 5 and take any action we consider proportionate, including suspending or terminating your access, removing User Content, reporting to authorities and bringing legal proceedings.
Note: Clause 5.2(b) is your express opt-out of text and data mining and AI scraping. Without an explicit reservation, scrapers will argue that data they collected is fair game. The wording makes the prohibition unambiguous and gives you a clear contractual claim if a scraper ignores it.
6. SERVICES
6.1 The Services available through the Website are described in Schedule 1, Part B.
6.2 We may update, amend or withdraw any feature or part of the Services on at least [service change notice period (days)] days' written notice, except where an urgent technical or security issue requires us to act sooner.
6.3 [choose one option for the warranty on the services and delete the other.]
Note: Use when… Option A is the default for most digital products and SaaS — it commits you to trying your best, not to guaranteeing a specific result. Option B is for enterprise customers paying a material fee who expect a defined service level (uptime, response times) with credits if you miss them.
Option A — Reasonable endeavours (recommended for most SaaS and digital products): We will use reasonable endeavours to provide the Services substantially as described in Schedule 1, with reasonable skill and care.
Option B — Defined service levels (use for enterprise or high-value customers): We will provide the Services in accordance with the service levels set out in Schedule 1. Where we fail to meet those service levels, the remedies described in Schedule 1 apply.
7. FEES AND PAYMENT
7.1 Where the Services are provided for a fee, the Fees and the payment terms are set out in Schedule 1.
7.2 All Fees are exclusive of VAT (and any other applicable tax) unless Schedule 1 says otherwise; VAT is payable in addition at the rate in force when the supply is made.
7.3 [choose one option for the payment structure and delete the other.]
Note: Use when… Option A suits ongoing access to a tool or platform — payment in advance eliminates credit risk and is standard in subscription products. Option B suits one-off projects or services billed on completion or at milestones — you bear credit risk between delivery and payment, but you can charge interest on late invoices regardless of what your terms say.
Option A — Subscription or upfront payment: Fees are payable in advance on the dates set out in Schedule 1. We will activate or continue access to the Services once cleared payment is received. Except as required by law, subscription Fees are non-refundable once paid.
Option B — Invoice with payment period: We will invoice you in accordance with Schedule 1. You must pay each invoice within [payment period (days)] days of the invoice date. If you fail to pay an undisputed invoice on time, we may charge interest at [late payment interest rate (% above official dealing rate)]% per annum above the Bank of England's official dealing rate (as set on the preceding 30 June or 31 December), accruing daily and compounding monthly, until paid; we may also suspend access to the Services until all outstanding Fees are paid.
7.4 If you dispute an invoice in good faith, you must tell us in writing within [invoice dispute period (business days)] Business Days of receipt and give reasonable detail of the dispute. You must pay any undisputed portion of the invoice on time.
7.5 We may increase the Fees on at least [fee increase notice period (days)] days' written notice. If you do not accept the increase you may terminate under Clause 12.1 before it takes effect; continued use after that date is acceptance of the new Fees.
Note: For business-to-business contracts, the law already entitles you to claim interest and a fixed recovery cost on late invoices, even without any contractual term. Spelling out an agreed rate in Option B avoids arguments about the basis for the rate, but the underlying right exists either way.
8. OUR INTELLECTUAL PROPERTY
8.1 The Website and all Content on it — including text, graphics, logos, software, databases and trade marks — are owned by or licensed to us. All Intellectual Property Rights in them are reserved.
8.2 Nothing in these Terms transfers any of our Intellectual Property Rights to you. The licence in Clause 3.1 lets you access and use the Website only for the purposes contemplated by these Terms.
8.3 You must not, without our prior written consent:
(a) copy, reproduce or republish any part of the Website or its Content, except that you may print one copy or download extracts of pages for your own internal business reference;
(b) use our trade marks, logos or branding; or
(c) frame the Website or deep-link to it in a way that is misleading or that could damage our reputation.
8.4 [include this clause 8.4 only if the services produce bespoke output, reports, designs or other deliverables for you. otherwise delete.]
Note: Use when… Option A is the default where you re-use a methodology, framework or templates across customers — you keep ownership and license the customer to use what you produce internally. Option B suits truly bespoke commissions (custom-built site, original creative, tailored software) where the customer reasonably expects to own the output outright.
Option A — We retain IP; you receive a licence: We retain all Intellectual Property Rights in the Deliverables. We grant you a perpetual, non-exclusive, royalty-free, worldwide licence to use the Deliverables for your internal business purposes.
Option B — IP assigned on full payment: On receipt of full payment of the applicable Fees, we assign to you with full title guarantee, by way of present and future assignment, all Intellectual Property Rights in the Deliverables created specifically for you under these Terms. We retain all rights in our pre-existing materials, tools and know-how ("Background IP") and grant you a non-exclusive, royalty-free, perpetual licence to use our Background IP to the extent needed to make full use of the Deliverables.
Note: If freelancers or contractors built any part of your Website, branding or product, make sure each of them signed a written assignment of the Intellectual Property Rights to you. Without one, the contractor keeps the copyright by default — even if you paid them and the brief was yours. You will not own work you think you own, and you cannot give the customer rights you do not have.
9. YOUR CONTENT
9.1 You retain ownership of all User Content you submit or upload through the Website.
9.2 By submitting User Content, you grant us a worldwide, royalty-free, non-exclusive licence to host, store, display and otherwise use that User Content to the extent needed to provide the Services and operate the Website.
9.3 [choose one option for the scope of the licence over your user content and delete the other.]
Note: Use when… Option A reflects what users normally expect — you only use their content to run the platform. Option B is wider and lets you use submissions for marketing or product improvement; this must be visibly disclosed and is appropriate where users would reasonably expect it (public reviews, anonymised usage data). Burying a wide licence in standard terms damages trust and attracts regulator attention.
Option A — Operational use only (recommended where users share confidential or sensitive content): Clause 9.2 above is the entire scope of the licence. We will not use your User Content for marketing, promotional, AI-training or any other purpose.
Option B — Operational use plus marketing and product improvement: In addition to Clause 9.2, you grant us permission to use your User Content (or anonymised or aggregated versions of it) for marketing, promotional and product-improvement purposes. You may withdraw this permission at any time by notifying us at [contact email address of the provider]; withdrawal does not affect any prior use.
9.4 You warrant that:
(a) you own or have all necessary rights in the User Content;
(b) the User Content does not infringe any third party's Intellectual Property Rights or other legal rights; and
(c) the User Content complies with all applicable laws and with Clause 5.
9.5 We may remove or take down any User Content that we reasonably believe breaches these Terms or any applicable law, without notice and without liability to you.
10. PRIVACY AND PERSONAL DATA
10.1 We process Personal Data in connection with the Website and the Services as described in our Privacy Policy at [privacy policy url]. The Privacy Policy explains what we collect, how we use it, with whom we share it, and your rights.
10.2 [include clauses 10.3 to 10.5 below only if the services involve us processing personal data on your behalf — for example, we host your customer or employee data, or your tool runs on our infrastructure. if the website only collects personal data from individuals who sign up for themselves, delete clauses 10.3 to 10.5.]
Note: If the Services involve us handling personal data that belongs to your customers' customers, employees or end users (rather than data you give us about yourself), we are processing on your behalf and a separate Data Processing Agreement is mandatory. Schedule 1, Part G captures the processing details that the law requires the contract to record — leaving them blank or vague creates regulatory risk for both of us.
10.3 Where you submit Personal Data relating to individuals other than yourself ("Third Party Personal Data") to us through the Services, we act as data processor and you act as data controller. We will process Third Party Personal Data only on your documented instructions and in accordance with the Data Processing Agreement at [data processing agreement url], and the processing details in Schedule 1, Part G.
10.4 You confirm that you have a lawful basis for sharing Third Party Personal Data with us and that the individuals concerned have been given appropriate information about how their Personal Data will be processed.
10.5 Each Party will comply with all applicable data protection law in connection with these Terms.
11. DISCLAIMERS AND LIMITATION OF LIABILITY
11.1 Disclaimer. The Website and Services are provided on an "as is" and "as available" basis. Subject to Clause 11.2, we make no warranty (express or implied) that: (a) the Website will meet your specific requirements; (b) the Website will be uninterrupted, timely, secure or error-free; (c) any results obtained through the Website will be accurate, complete or reliable; or (d) any errors in the Website will be corrected within any particular time.
11.2 Liabilities that cannot be excluded. Nothing in these Terms limits or excludes either Party's liability for: (a) death or personal injury caused by negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot be limited or excluded under applicable law.
11.3 Excluded losses. Subject to Clause 11.2, neither Party is liable to the other for: (a) loss of profits; (b) loss of revenue; (c) loss of business or business opportunity; (d) loss of anticipated savings; (e) loss of goodwill or reputation; (f) loss or corruption of data; or (g) any indirect, special or consequential loss, in each case whether arising in contract, tort (including negligence), breach of statutory duty or otherwise, even if the Party has been told the loss was possible.
11.4 Liability cap. [choose one option for the cap and delete the other.]
Note: Use when… Option A suits ongoing or subscription Services — maximum exposure is tied to revenue earned over a defined window. Option B suits fixed-price projects where both sides want a known, fixed cap. Whichever you choose, the cap should sit at a level your professional indemnity insurance would actually pay out on; a cap dramatically lower than the contract value is more likely to be challenged.
Option A — Cap at Fees paid over a reference period (recommended for SaaS or subscription): Subject to Clauses 11.2 and 11.3, our total aggregate liability under or in connection with these Terms — whether in contract, tort (including negligence), breach of statutory duty or otherwise — shall not exceed the total Fees paid or payable by you in the [liability cap reference period (months)] months immediately preceding the event giving rise to the claim. Where no Fees have been paid, our liability shall not exceed £[minimum cap amount (gbp)].
Option B — Fixed monetary cap (recommended for project-based engagements): Subject to Clauses 11.2 and 11.3, our total aggregate liability under or in connection with these Terms — whether in contract, tort (including negligence), breach of statutory duty or otherwise — shall not exceed £[fixed liability cap (gbp)].
11.5 Carve-outs from the cap. The cap in Clause 11.4 does not apply to: (a) your obligation to pay any undisputed Fees properly invoiced under these Terms; or (b) any liability under Clause 11.2.
Note: A cap that matches your insurance level is far more likely to hold up than one that looks token-sized next to the contract value, was not flagged to the customer, or seems hidden in standard terms. Walk customers through this clause when they sign up; ask them to acknowledge it during onboarding.
12. TERM AND TERMINATION
12.1 Termination by you. You may stop using the Website at any time. If you have a paid Account, you may close it on [customer notice period (days)] days' written notice in the manner set out in Schedule 1. Termination does not entitle you to a refund of Fees already paid, except as required by law or as Clause 12.2 says otherwise.
12.2 Termination by us. [choose one option and delete the other.]
Note: Use when… Option A keeps you free to wind a product down or pivot on reasonable notice — the practical default for most SME services. Option B is a customer-friendly commitment for enterprise or anchor customers who are integrating your product and need certainty for the initial term; you trade flexibility for a stronger commercial offer.
Option A — Termination on notice (default): We may terminate these Terms or your access to any part of the Services on [provider notice period (days)] days' written notice. If you have pre-paid Fees for a period that runs beyond the termination date, we will refund the pro-rata proportion of those Fees for the unexpired period.
Option B — No provider termination for convenience during initial term: We will not terminate these Terms for convenience during the initial subscription term set out in Schedule 1. After expiry of the initial term, either Party may terminate on [rolling notice period (days)] days' written notice.
12.3 Termination for cause. Either Party may terminate these Terms immediately by written notice to the other if: (a) the other commits a material breach which, if capable of remedy, is not remedied within [cure period (days)] days of written notice specifying the breach and requiring it to be remedied; or (b) the other becomes unable to pay its debts as they fall due, has an administrator, receiver or liquidator appointed, enters into a voluntary arrangement with creditors, or (in the case of an individual) has a bankruptcy order made against them.
12.4 Consequences of termination. On termination of these Terms for any reason:
(a) your licence to access the Website and Services ends immediately;
(b) all accrued, unpaid Fees become immediately due and payable;
(c) each Party will promptly stop using the other's confidential information; and
(d) Clauses 8 (Our Intellectual Property), 9 (Your Content), 10 (Privacy and Personal Data), 11 (Disclaimers and Limitation of Liability), 12.5 (Return and Deletion of Your Data), 13 (Indemnity), 15 (General Provisions) and 16 (Governing Law and Disputes) survive termination and continue in force.
12.5 Return and deletion of your data. On written request made within [data export period (days)] days of termination, we will provide you with a copy of your data in a commonly used, machine-readable format. After that period, we may permanently delete your data and all copies of it, subject to any legal or regulatory obligation to retain it. You will, on our request, promptly stop using and either return or destroy any of our Confidential Information in your possession (including copies), and (if we ask) certify in writing that you have done so.
13. INDEMNITY
13.1 You will indemnify us, and keep us indemnified, against all losses, damages, costs and expenses (including reasonable legal costs) that we suffer or incur as a direct result of: (a) your breach of these Terms; (b) your breach of any applicable law or regulation; or (c) any claim brought by a third party arising from your User Content.
14. CHANGES TO THESE TERMS
14.1 We may update these Terms from time to time. We will give you at least [notice period for changes to terms (days)] days' advance notice of any material change, by email to your registered address or by a clear notice on the Website.
14.2 If you continue to use the Website after the updated Terms take effect, you accept the changes. If you do not accept them, you may close your Account before the new Terms take effect.
15. GENERAL PROVISIONS
15.1 Notices. Formal notices under these Terms must be in writing and sent by email to the address set out in these Terms or notified in writing. A notice sent by email is deemed received at the time of transmission, provided no automated delivery-failure notification is received.
15.2 Entire agreement. These Terms, together with the Privacy Policy, the Cookie Policy and any Data Processing Agreement between us, are the entire agreement between you and us in relation to their subject matter, and supersede all prior agreements, understandings or representations on that subject. Each Party acknowledges that it has not relied on any statement or representation not set out in these Terms. Nothing in this Clause limits or excludes liability for fraudulent misrepresentation.
15.3 Waiver and severance. Failing or delaying in exercising a right or remedy under these Terms is not a waiver of it; a waiver of one breach is not a waiver of any subsequent breach. If any provision of these Terms is held invalid or unenforceable by a court of competent jurisdiction, it will be limited or removed to the minimum extent necessary, and the rest will remain in full force and effect.
15.4 Assignment. You may not assign, transfer, charge or sub-contract any of your rights or obligations under these Terms without our prior written consent. We may assign our rights and obligations to any group company or to a purchaser of our business (or the relevant part of it), provided the assignee assumes our obligations to you. We will tell you promptly of any such assignment.
15.5 Third-party rights. A person who is not a Party to these Terms has no right to enforce any of them under the Contracts (Rights of Third Parties) Act 1999 or otherwise.
15.6 Force majeure. Neither Party is in breach of these Terms, or liable for any delay or failure to perform, if the delay or failure results from a cause or event beyond its reasonable control (a "Force Majeure Event"). The affected Party will notify the other promptly and use reasonable endeavours to mitigate the effect on its obligations. If a Force Majeure Event continues for more than [force majeure long-stop period (days)] days, either Party may terminate these Terms on written notice to the other.
16. GOVERNING LAW AND DISPUTES
16.1 Governing law. These Terms and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) are governed by and construed in accordance with the law of England and Wales.
16.2 Jurisdiction. [choose one option and delete the other.]
Note: Use when… Option A is simple, predictable and enforceable internationally — the right default for most businesses. Option B builds in a structured negotiation and mediation step before either side can sue, which often resolves disputes faster and preserves the relationship; it suits ongoing customer relationships you want to keep.
Option A — Exclusive jurisdiction of the English courts (default): Each Party irrevocably agrees that the courts of England and Wales have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms or their subject matter or formation.
Option B — Negotiation, then mediation, then litigation (relationship-preserving): If a dispute arises out of or in connection with these Terms, the Parties will first try to resolve it by good-faith negotiation for [negotiation period (days)] days following written notice from either Party. If the dispute is not resolved within that period, either Party may refer it to mediation administered in accordance with the CEDR Model Mediation Procedure. If mediation does not resolve the dispute within [mediation period (days)] days of the mediator's appointment, either Party may bring proceedings in the courts of England and Wales, which have exclusive jurisdiction.
SCHEDULE 1 — KEY COMMERCIAL TERMS
Note: Complete this Schedule before publishing these Terms. Every placeholder in the body of these Terms is listed below. Where a Clause offers Option A or Option B, record your chosen wording and remove the alternative from the body.
Part A — About the Provider
Full legal name of the Provider: [full legal name of the provider]
Company number of the Provider: [company number of the provider]
Registered office address of the Provider: [registered office address of the provider]
Website URL: [website url]
Contact email address of the Provider: [contact email address of the provider]
Postal address of the Provider: [postal address of the provider]
Minimum user age: [minimum user age]
Privacy Policy URL: [privacy policy url]
Cookie Policy URL: [cookie policy url]
Version number: [version number]
Effective date: [effective date]
Part B — Services
Description of the Services: [description of the services (what the website does, scope of access, material limits)]
Service change notice period: [service change notice period (days)] days
Service-level commitments (Option B only): [service levels and remedies (option b only)]
Part C — Fees and Payment
Fee structure and pricing: [fees and pricing (subscription tiers, one-off charges, trial periods, auto-renewal, promotional pricing)]
Payment dates (Option A — subscription): [payment dates for subscription (option a)]
Invoicing schedule (Option B — invoice): [invoicing schedule (option b)]
Payment period (Option B): [payment period (days)] days
Late payment interest rate (Option B): [late payment interest rate (% above official dealing rate)]% above the Bank of England's official dealing rate
Invoice dispute period: [invoice dispute period (business days)] Business Days
Notice period for fee increases: [fee increase notice period (days)] days
Part D — Intellectual Property
Deliverables licence scope (Option A): [deliverables licence scope (option a — internal use only or other limit)]
Background IP licence scope (Option B): [background ip licence scope (option b)]
User Content licence option chosen (A or B): [user content licence option chosen (a or b)]
Part E — Liability
Liability cap reference period (Option A): [liability cap reference period (months)] months
Minimum cap where no Fees paid (Option A): £[minimum cap amount (gbp)]
Fixed aggregate cap (Option B): £[fixed liability cap (gbp)]
Part F — Termination
Customer notice period for termination: [customer notice period (days)] days
Method for giving termination notice: [method for giving termination notice (e.g. by email to the contact address, by post, via account settings)]
Provider notice period for termination (Option A): [provider notice period (days)] days
Initial subscription term (Option B): [initial subscription term (option b)]
Rolling notice period after initial term (Option B): [rolling notice period (days)] days
Cure period for material breach: [cure period (days)] days
Post-termination data export period: [data export period (days)] days
Part G — Data Protection (only complete if Clauses 10.3 to 10.5 apply)
Note: Where the Services involve us processing Personal Data on your behalf, the law requires the contract to record the following details. Complete each one — leaving them blank or generic creates regulatory risk for both Parties.
Data Processing Agreement URL or availability: [data processing agreement url]
Subject matter of processing: [subject matter of processing]
Duration of processing: [duration of processing]
Nature and purpose of processing: [nature and purpose of processing]
Types of Personal Data: [types of personal data]
Categories of data subjects: [categories of data subjects]
Sub-processors approved at the date of these Terms: [approved sub-processors]
Part H — General
Notice period for changes to Terms: [notice period for changes to terms (days)] days
Force majeure long-stop period: [force majeure long-stop period (days)] days
Negotiation period (Option B — disputes): [negotiation period (days)] days
Mediation period (Option B — disputes): [mediation period (days)] days
Part I — Refund Policy
Note: Set out the refund position here. If no refunds are offered (e.g. for subscriptions), say so clearly and note any exceptions required by law. If partial refunds apply in defined cases (cooling-off, service failure), spell out the trigger and the calculation. Vague refund policies attract complaints even from business customers.
Refund policy: [refund policy details]
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