Terms of service

Last updated 17^th February 2025.

Thanks for choosing Elite Foot Health™ Ltd. We will do all we can to ensure you have an enjoyable experience with us, and that you are completely happy with your products and services.

These are the terms and conditions (Terms) on which we supply products to you, whether these are goods or digital content available on www.elitefoothealth.co.uk (Website) or any Elite Foot Health Ltd, trademark: ELITE FOOT HEALTH™ products or services (Elite Foot Health) or third party platform that you access (App) in the United Kingdom. These Terms are legally binding. Please read these Terms carefully before you submit your order to us, or before you book an appointment with us. These Terms tell you who we are, how we will provide products and 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 have any questions or require clarification on these Terms, please contact us by referring to the table in clause 1.2.

If you do not agree to these Terms, you must not order any products from Elite Foot Health, Website or App, or otherwise. If you do not agree to these Terms, you must not book any appointments with Elite Foot Health.

DEFINED WORDS: In these Terms a bold, capitalised word has a particular meaning. These relevant words can be found in brackets after their meaning. Any reference in these Terms and Conditions to “we”, “us” or “our” is a reference to Elite Foot Health Ltd. Any reference to “you” or “your” or “patient” or “customer” is a reference to any consumer and these references may be used interchangeably.

1 INFORMATION ABOUT US AND HOW TO CONTACT US

1.1 Who we are

Elite Foot Health Ltd is a company registered in England and Wales under registration number 13549503. Our registered office is 207 Kimberworth Park Road, Rotherham, South Yorkshire, England, S61 3JH.

1.2 How to contact us

You can contact our customer service team (Customer Service Team) in the following ways:

Social Media

Twitter: @elitefoothealth

Facebook: @elitefoothealth

Instagram: @elitefoothealth

TikTok: @elitefoothealth

LinkedIn: @elitefoothealth

Email

info@EliteFootHealth.co.uk

Post

207 Kimberworth Park Road, Rotherham, South Yorkshire, England, S61 3JH

Telephone

0785 389 8811

1.3 How we may contact you

If we have to contact you, we will do so by telephone call or text message, message via social media platforms or Whatsapp or by writing to you at the email address or postal address you provided to us in your order or appointment booking.

1.4 "Writing" includes emails and messages

When we use the words writing or written in these terms, this includes emails, text message, message via social media platforms or Whatsapp message platform.

1.5 Your status

You must be at least 18 years old to place an order or make an appointment with us, on our Website or any third party platforms (App), or via any mode of communication. If you are under 18 and an appointment has been booked for you, this must be done via someone with Parental Rights over you. If you are a vulnerable person and an appointment has been booked for you, this must be done by a person with Power of Attorney over you.

2 ORDERING FROM Elite Foot Health

2.1 How to place an order

2.1a. In order to place an order with us, we require you to create an online account with us at the checkout (Elite Foot Health Account). When you create an Elite Foot Health Account, you will need to supply us with your real name and a valid email address. Please also see section 18.1.

You place an order on the Website or App by pressing the Checkout button during the checkout process. By confirming your order, you are agreeing to purchase the product you have selected which shall be subject to these Terms.

When you confirm your order, we will take payment for your order by means of your nominated payment method.

We will then send to you an order confirmation email detailing your order and any other information we must provide to you.

2.1b. If you are booking an in-person foot appointment with one of Elite Foot Health’s Foot Health Practitioners, or a Foot Health Practitioner independent of Elite Foot Health, but advertised on the Elite Foot Health various advertising platforms: then you can book an appointment by talking to Elite Foot Health or a representative of Elite Foot Health: in person, over the phone, via email, a letter through the post, text message, message via social media platforms or Whatsapp message platform. Upon booking, or prior to booking the Elite Foot Health representative will have explained the following:

All appointments booked are legally binding by both the practitioner and the patients or the patient’s carer with Parental Rights or Power of Attorney. You have a responsibility to notify Elite Foot Health of any cancellations in a timely manner, cancellations made within 24 hours of the agreed appointment time will be subject to full payment and the patient is made aware of this upon booking, the patient will be made aware of this at the first instance of booking and any further bookings will be subject to this charge. Patients are made aware upon making the booking to allow for extra time around the appointment start and finish time, as the Foot Health Practitioner’s visit patients homes they sometimes are subject to unavoidable delays and the practitioner cannot be held accountable for any possible delays whilst conducting home visits, but shall may efforts to avoid any delays to start and finish times of the appointments in the calendar day they are booked for. The patient is made aware that in the unlikely event that they suffer a minor injury, such as a cut, during treatment, there are some simple precautionary steps that ought to be taken to prevent infection. The patient, or the patient’s carer with Parental Rights or Power of Attorney, is made aware that it is possible that the injury could become more serious unless they take appropriate care. Any such incident will always be recorded at the time. The patient, or the patient’s carer with Parental Rights or Power of Attorney, agrees that if they feel that there has or may have been any injury as a result of a treatment then they will ensure that they notify the practitioner at the time and will seek the practitioners advice on any aftercare precautions that may be necessary. If the patient, or the patient’s carer with Parental Rights or Power of Attorney, is in any doubt as to whether they have suffered an injury, they will consult the practitioner. The patient, or the patient’s carer with Parental Rights or Power of Attorney, accepts that if they do not notify the practitioner at the time, then it may be impossible to identify the cause of an infection and too late to take simple precautionary steps. The practitioner will not be responsible for the consequences of a failure by a patient, or the patient’s carer with Parental Rights or Power of Attorney, to immediately notify any possible injury, or of failure to raise any complaint during the appointment, once the appointment has concluded it may be impossible to determine the cause of any complaint a patient, or the patient’s carer with Parental Rights or Power of Attorney, has, and the patient is made aware of this upon booking the appointment and at the start of the first appointment; this statement is true for the remainder of the patients relationship with Elite Foot Health.

It is the patients, or the patient’s carer with Parental Rights or Power of Attorney, responsibility to let my Foot Health Practitioner if any medical conditions or medication changes.

2.2 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 legally binding contract (Contract) will come into existence between you and us. If you book an appointment our acceptance of your booking will take place when we verbally confirm your appointment either in-person, or over the telephone, or when we confirm your appointment via email, text message, message via social media platforms or Whatsapp message platform.

2.3 If we cannot accept your order

There may be circumstances in which we are unable to accept your order, because of something we discover after we send you an order or booking confirmation. If this is the case, we will inform you of this either verbally in-person or via the telephone or email, text message, message via social media platforms or Whatsapp message platform, and will refund you for any monies paid. No compensation will be payable to a customer or patient due to any refunds or cancellations. We may be unable to accept your order because: (a) we have identified an error in the price or description of the product;

(b) it appears that the order mistakenly duplicates another order;

(d) your Personalised Product contravenes, or appears to contravene, our Content Rules (section 3.4);

(e) We know or suspect that you are not 18 years of age, or do not have Parental Rights or do not have Power of Attorney over the person whom the appointment is booked for. We may refuse an order or a delivery, or an appointment booking, at our discretion. By placing an order or booking an appointment, you confirm that you and the recipient of the order, if different, are both aged 18 years or over, or have Parental Rights or have been granted Power of Attorney over the person whom the appointment is booked for;

(f) there are unexpected limits on our resources or practitioners which we could not reasonably plan for, this includes any changes to appointments at any time, due to the practitioners personal life, such as childcare issues, illness or due to calendar issues or errors or anything else not mentioned

(g) a credit reference we have obtained for you does not meet our minimum requirements or we cannot obtain authorisation for your payment;

(h) we suspect that the order or booking has been placed fraudulently;

(i) we are unable to meet a delivery deadline you have specified;

(j) the product is out of stock;

(k) a promotional offer or discount code has been used outside of a valid promotion period or has expired; or

(l) your order otherwise breaches any of the requirements of these Terms.

(m) for any other reason not else stated in this document.

2.4 Your order number

We will assign an order number to your order and tell you what it is when we send you an order confirmation email. It will help us if you can tell us the order number whenever you contact us about your order. You may not always be given an order number, if, for example, you are booking an appointment, or order via any of Elite Foot Health’s platforms, in which case you will need to provide us with your name and address when referencing your order or booking.

2.5 Ordering multiple products

When ordering multiple products as part of the same order, we will inform you, within a reasonable time period, as to whether we will (or can) dispatch on the same day or as part of the same delivery. Please note that we cannot guarantee that multiple products within the same order will be delivered in the same package or at the same time.

3 OUR PRODUCTS

The products sold by us through our Website and the App are manufactured and shipped from a range of different in-house and third-party production facilities based in the United Kingdom, and overseas.

Some goods are manufactured independently by a third party, Elite Foot Health shall act as a reseller of these goods.

Some Foot Health Practitioners may be booked via Elite Foot Health platforms, Elite Foot Health cannot always be held liable for the actions of practitioners as they may act independently of Elite Foot Health in every regard. Elite Foot Health may advertise and gain commissions for facilitating the booking of such independent Foot Health Practitioners, however these practitioners act within their own legal regard.

Some Foot Health Practitioners may be booked via Elite Foot Health platforms will act legally on behalf of, and in conjunction with Elite Foot Health Ltd, therefore they will come under the legal limits of Elite Foot Health Ltd. (One of these such practitioners is; Eleanor Jane Beatson SAC Dip RFHP; whom operates entirely under the legal limits of Elite Foot Health Ltd in every way when representing Elite Foot Health; in-person, on any platform, both on Elite Foot Health platforms and on personal platforms, when dressed in Elite Foot Health attire and otherwise, as Foot Health Practitioner, product sales, director, manager, manufacturer or in any other connection with an product or service with Elite Foot Health, Miss Eleanor Jane Beatson SAC Dip RFHP, cannot be held personally liable to any complaint or otherwise against Miss Eleanor Jane Beatson SAC Dip RFHP and will be legally limited to Elite Foot Health Ltd only. The patient, customer, supplier and any other person whom has dealings, connections, complaints or otherwise with Eleanor Jane Beatson or Elite Foot Health Ltd as represented by Eleanor Jane Beatson, either explicitly, implied, assumed or otherwise agrees to this automatically upon first contact with Miss Eleanor Jane Beatson, an acting representative of Elite Foot Health Ltd.) The patient or customer will be made aware verbally or in writing if the practitioner operates independently or under the legal jurisdiction of Elite Foot Health Ltd at either the time of booking, or at the beginning of the first appointment, or if stated online, as in regards to Eleanor Jane Beatson, it is assumed the patient or customer has read and fully understood the legal limits of the relationship by having a relationship with Elite Foot Health.

3.1 Products may vary slightly from their pictures

The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.

3.2 Product packaging may vary

The packaging of the product may vary from that shown in images on our platforms.

3.3 Personalised Products

If the product includes personalised content selected by you, it is a personalised product (Personalised Product). If it is a standard product which does not include any content selected by you, it is a non-personalised product (Non-Personalised Product).

It is up to you to ensure the content you have contributed for inclusion in a Personalised Product is correct (for example the content is correctly spelt).

Please double-check your order on screen at the checkout carefully to check that all the details are correct. It is your responsibility to ensure that your personalisation details are correct.

If you are uploading a photograph, video or audio file you must ensure that you have obtained all relevant permissions to use the photograph, video or audio file from any persons in the photograph, video or audio file and the photograph, video or audio file is otherwise appropriate to upload.

If you are uploading a photograph, images must be in JPEG or PNG format, unless agreed prior to checkout with our Sales Representative. If you try to upload a photo that has a lower resolution or image size, we will accept it however we cannot accept responsibility if your Personalised Product does not meet your expectations.

By uploading or including any content or material (including but not limited to photographs, graphics, text and other material) (Customer IP) in a Personalised Product, you grant us a non-exclusive, royalty-free, irrevocable licence (including the right to grant sub-licences through multiple tiers) to use, reproduce, adapt, distribute and communicate to the public that content or material solely for the purpose of performing our obligations under these Terms and exercising any rights you may grant to us. Please note that we may modify content or material in order to conform it to Elite Foot Health or the requirements of the product you have ordered (such as by cropping images).

If you use third party copyright in any Personalised Product, it is your responsibility to ensure that you seek permission from the copyright owner. We will not accept any liability whatsoever if any Customer IP infringes on third party copyright. You agree to indemnify, defend and hold us harmless against any third party claim of infringement for use of such third party’s intellectual property on the Personalised Product. You will be held responsible for any fees and third party damages we may have to pay to a third party because of such infringement and you will be liable to reimburse these payments to us in full.

3.4 Content Rules

You should not use or include any content or material on any Personalised Products which:

1. infringes anyone's IP (see below the definition in section 11). In particular, you must ensure that you either own the IP in the Customer IP that you wish to include in a Personalised Product or that you have permission from the IP owner to include that Customer IP in the Personalised Product;

2. contravenes any applicable law (including, without limitation, any criminal law) or regulation;

3. is false, inaccurate, misleading, offensive, abusive, threatening or defamatory, or that might cause needless annoyance, inconvenience or distress to any person;

4. misrepresents identity or impersonates any person;

5. includes personal data about another person, such as their address, phone number, or email address, except with the written approval of that person;

6. is pornographic, obscene, indecent or offensive, has sexual connotations, which promotes discrimination based on race, sex, religion, nationality, disability, sexual orientation or age, or that may incite hatred or violence against any person or group;

7. may harass, upset, embarrass or alarm any person;

8. gives the impression that it originates from or has been approved by us, our partners and licensors, whether by reference to our/their name or otherwise;

9. may violate the integrity and reputation of our name, and the names of our partners and licensors;

10. advocates, promotes or assists any unlawful act;

11. includes or makes reference to illegal drugs;

12. makes reference to politicians' names and/or political statements.

13. Breaks any laws of any kind in the country of purchase of booking.

4 PRICE AND PAYMENT

4.1 Where to find the price for the product

The price of the product or service (which includes VAT) will be the price indicated on the order pages when you placed your order, or the service pricing structure will be displayed on www.EliteFootHealth.co.uk or in the literature provided to the Patient at sign up, or in a correspondence letter either posted or hand delivered to the Patient, this letter may also be emailed, texted or sent via WhatsApp. We take all reasonable care to ensure that the price of the product or service advised to you is correct. However please see section 4.5 for what happens if we discover an error in the price of the product you order.

4.2 Payment

You can pay for your products using credit card, debit card, PayPal, any account credit, or any other payment method which we make available to you at the time of your order.

You can pay for your service via bank transfer, cash or cheque.

INVOICE

Should you require an invoice you can request this via our email info@EliteFootHealth.co.uk. Please allow up to 28 working days for the full invoice to be sent.

4.3 Offers, discounts, vouchers and competitions

If you have been sent a discount code or voucher by us, you must apply it at the checkout to benefit from a discount or price reduction.

Please note that promotional offers, discount codes and vouchers can only be applied to our specified products.

Promotional offers and discount codes must be used within the valid offer time, but we reserve the right to dispatch products outside of this period.

Elite Foot Health reserves the right to cancel, change or extend offers at any given time, without notice. Promotions cannot be backdated or applied retrospectively to orders already placed.

There are no cash alternatives for offers or discount codes.

4.4 What happens if we got the price wrong?

It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. It is your responsibility at checkout to make sure the price quoted matches the price you excepted to pay. If these prices differ from promotional material, for example, the price stated at the checkout is the price you agree to pay and enter in to a Contract with us linked to the price at the checkout only.

4.5 What to do if you think your order confirmation receipt or invoice is wrong

If you think your order confirmation receipt or invoice is wrong, please contact the Customer Service Team promptly to let us know.

5 DISPATCH, DELIVERY AND PROVIDING THE PRODUCTS

5.1 General information

The appointment time for single in-person appointments is 45 minutes, we require each Patient to allow flexibility either side of the start and finish times to allow for any event outside of the Foot Health Practitioners control.

The dispatch date is the date that we send the item, not the date that it is delivered.

During the order process, we will generally notify you of the dispatch dates available and the expected timeframe for receiving your order. However, Elite Foot Health does not guarantee delivery dates or times, we can only guarantee Dispatch dates. We will make you aware of delivery charges (if any) before you place your order.

For orders that are accepted, unless we inform you otherwise in the order process, we will dispatch the product you have ordered within 5 days of the order, unless otherwise agreed with our Sales Representative.

It is your responsibility to ensure that the postal information you input for delivery is correct.

Errors in the address may cause unnecessary delay and/or result in unsuccessful delivery of your items. You can check that you have the correct UK postcode by using the Royal Mail's handy postcode finder available at www.royalmail.com/find-a-postcode. Please note we are not responsible for the accuracy of the Royal Mail's postcode finder.

5.2 Delivery costs

The price of some products on our Website and App do not include delivery costs. We will notify you of the delivery cost at the checkout stage before you place your order.

There may be occasions from time to time (for example, a promotion) where delivery costs are included in the price of our product. On these occasions, this information will be clearly stated on our Website or App.

We reserve the right to change the delivery costs at any time

5.3 Estimated delivery times

Products are delivered by Royal Mail or any other third party carrier Elite Foot Health chooses. These Terms are in relation to deliveries made in the UK only.

If the product is a one-off purchase of digital content, such as a file, we will make the digital content available to the recipient either immediately, or within 5 days of checkout.

5.4 We are not responsible for delays outside our control

If our supply of the products is delayed by an event outside our control (such as delays or errors within the carrier company itself, acts of God, natural disasters, epidemics or pandemics, terrorist attacks, war or threat of war, riots, imposition of sanctions, embargo, or breaking off of diplomatic relations, nuclear, chemical or biological contamination or sonic boom, any laws imposing an export or import restriction, quota or prohibition, or failing to grant necessary licence or consent, collapse of buildings, fire, explosion or accident, industrial action, interruption or failure of utility service) we will take steps, where possible, to minimise the effect of the delay. Elite Foot Health will not be liable for delays caused by the event. If there is a risk of substantial delay you may contact us to cancel your order and receive a refund for any products you have paid for but not received. However, if production has begun on the product, or the product has been dispatched, and is delayed after dispatch, we cannot offer any refund or reimbursement what-so-ever if this is due to any of the reasons stated within 5.4 of our Terms.

5.5 If the recipient is not at home when the product is delivered

Most delivery companies operate a "Leave Safe" policy. This means that the carrier will attempt delivery at the recipient's address first. If there is no response, they will attempt to leave the product with a neighbour or in a nominated safe place. If the carrier cannot deliver the product in any of these ways, and the product cannot be posted through the recipient's letterbox, the carrier will leave the recipient instructions informing them how to re-arrange delivery or collect the products from a local depot. If the delivery company has marked that your goods have been delivered via the tracking information, Elite Foot Health cannot be held liable if your package has not been delivered to you. You must contact the carrier to locate your package, or to gain any monetary reimbursement for missing packages from the carrier.

5.6 Re-arranging delivery/collection

If no one is available at the recipient's address, it will be your responsibility to re-arrange delivery or make arrangements for collection with the carrier. Instructions on how to do so shall be left at the time of attempted delivery.

5.7 When you become responsible for the goods

A product which is goods shall be your responsibility from the time we deliver or attempt delivery of the product to the address you gave us.

5.8 When you own goods

You own a product which is goods once we have received payment in full.

5.9 What will happen if you do not give required information to us

We may need certain information from you so that we can supply the products, for example, the delivery address. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and Section 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 products 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.

5.10 Reasons we may suspend the supply of products to you

We may have to suspend the supply of a product to deal with technical problems or make minor technical changes; update the product to reflect changes in relevant laws and regulatory requirements; or make changes to the product as requested by you or notified by us to you.

5.11 Your rights if we suspend the supply of products

We will contact you as far in advance as practicably possible to tell you we will be suspending supply of the product. If we have to suspend the product for longer than 48 hours, we may contact you to cancel your order and refund any sums you have paid. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 48 hours and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract. We will not offer any compensation due to the suspension of any goods or services.

6 YOUR RIGHT TO MAKE CHANGES

As a courtesy, we may allow you to make changes to your order by contacting our Customer Service Team by Email or telephone (see section 1.2 for contact details). Please have your order number or the email address you registered with us available so we can answer your query as quickly as possible.

We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. It may not always be possible to amend your order once you have checked out, as production can commence straight away in some cases after we have received your order.

7 OUR RIGHT TO MAKE CHANGES

7.1 Minor changes

We may have to make minor changes to a product to reflect changes in relevant laws and regulatory requirements or to implement minor technical adjustments and improvements, for example to address a security threat. Minor changes will not affect your use of the product.

7.2 Significant changes

There may be circumstances where we have to make significant changes to our products. If we do need to make such changes, we will notify you of this. You may then contact us to end the contract before the changes take effect and receive a refund for any products paid for but not received.

8 YOUR LEGAL RIGHTS TO END THE CONTRACT

8.1 Your rights

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, including:

(a) if what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back), see section 9.1;

(b) if you want to end the contract because of something we have done or have told you we are going to do, see section 8.2;

(c) if you have just changed your mind about the product, see section 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods;

(d) In all other cases (if we are not at fault and there is no right to change your mind), see section 8.5.

8.2 Ending the contract because of something we have done or are going to do

If you are ending a contract for a reason set out below, the contract will end immediately, and we will refund you in full for any products which have not been provided. You may also be entitled to compensation. The reasons are:

(a) We have told you about an upcoming change to the product or these Terms which you do not agree to (see section 7.2);

(b) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;

(d) we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 48 hours; or

(e) you have a legal right to end the contract because of something we have done wrong.

8.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013)

For most products bought online you have a legal right to change your mind within 14 days and receive a refund, you will be required to pay the return fees or Elite Foot Health will deduct the return postage fees from your refund amount if we send you the return postage label.

How long you have depends on what you have ordered and how it is delivered:

(a) Have you bought digital content for download? if so, you have 14 days after the day we email you to confirm we accept your order, or, if earlier, until the email containing the purchased goods has been opened. If we delivered the digital content to you immediately, and you agreed to this when ordering, you will not have a right to change your mind.

(b) Have you bought goods (for example, a Non-Personalised Product)? if so you have 14 days after the day you (or the recipient) receives the goods, unless your goods are split into several deliveries over different days. In this case you have until 14 days after the day you (or the recipient) receives the last delivery to change your mind about the goods;

8.4 When you don't have the right to change your mind

You do not have a right to change your mind in respect of

(a) Personalised Products;

(b) digital products after the recipient has opened the email containing the purchased product;

(c) products which are sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;

(d) perishable goods, such as food, drink and flowers, which deteriorate rapidly;

(e) services, once these have been completed, even if the cancellation period is still running;

(f) services, if the in-person appointment is cancelled within 24 hours of the appointment time Elite Foot Health reserve the right to charge the full appointment cost, agreed either verbally or in writing, digitally or physically, with the Patient.

8.5 Ending the contract where we are not at fault and there is no right to change your mind

Even if we are not at fault and you do not have a right to change your mind (see clause 8.1) you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods or digital content is completed when the product is delivered, downloaded or streamed and paid for. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund reasonable compensation for the net costs we will incur as a result of your ending the contract.

8.6 Summary of your legal rights We are under a legal duty to supply products that are in conformity with these Terms.

For a summary of your legal rights, please see the table below. This is subject to exceptions and is subject to change from time to time. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk or call 03444 111 444.

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

a) Up to 30 days: if your goods are faulty, then you can get an immediate refund.

b) Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.

c) Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

Please also see section 8.3.

Purchasing Digital Goods

The Consumer Rights Act 2015 says digital content must be as described, fit for purpose and of satisfactory quality:

a) If your digital content is faulty, you're entitled to a repair or a replacement.

b) If the fault can't be fixed, or if it hasn't been fixed within a reasonable time and without significant inconvenience, you can get some or all of your money back.

c) If you can show the fault has damaged your device and we haven't used reasonable care and skill, you may be entitled to a repair or compensation.

Please also see section 8.3.

8.7 Requesting a return due to a delay with the delivery.

Elite Foot Health will only offer a refund if we have not dispatched within the timescales agreed with the customer at the time of purchase. If delivery of the goods is delayed due to an event outside of our control, see section in our Terms and Conditions, then Elite Foot Health reserves the right to refuse the refund and you, the customer, would be held liable for the original and full amount you agreed to pay at the time of purchase.

9 ENDING YOUR CONTRACT WITH US

9.1 Reporting a problem

If you have questions or are unhappy with your order, please contact our Customer Service Team via Email (see section 1.2 for contact details). You will need to quote your order number, the email address you have registered and the details of the problem with the order.

We aim to acknowledge any complaint within 14 days and will do our best to resolve it within 28 days. We may ask you to take a photograph of the product to help us communicate with our suppliers and to correct any future problems. Should it be necessary, we will then advise you how to return your item.

We reserve the right to refuse a refund or replacement.

If you receive a product from us in error, you must inform our Customer Service Team immediately. Our Customer Service Team will then provide you with instructions on how to return or securely destroy the product.

9.2 Your legal obligation to return rejected products

If you wish to exercise your legal rights to reject products you must return them back to us. If you have ordered a gift, please return the product to the return address stated on the package.

9.3a Procedure for returns and refunds

We will refund you the price you paid for the products excluding delivery costs, by the method you used for payment within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. In all other cases, your refund will be made within 14 days of your telling us you have changed your mind. If the delivery is stated as free delivery upon point of purchase, we reserve the right to reduce your refund via the delivery cost we incurred, i.e. if your order was sent Royal Mail, Tracked, Signed for 48, we reserve the right to reduce your refund amount by the costs we have incurred in shipping the item to you.

9.3b Personalised Products

Where an item is faulty, please contact our Customer Service Team via info@EliteFootHealth.co.uk. We will either ask you to return the item to us within three days of receipt or to take a photo of the item before returning it back to us. You can speak to our Customer Service Team for a return address if you do not have one. Your right to return items to us in accordance with our Terms and Conditions is in addition to any other statutory rights you may have.

If you are eligible for a refund, we will reimburse the price you have paid for the product(s) including delivery costs, onto the credit or debit card that you paid with or to your PayPal account. Alternatively, we may offer to replace and resend the item with no further monetary exchange. Therefore, you would be held liable for the original and full amount you agreed to pay at the checkout if you accept a replacement item.

Refunds cannot be given if the fault is a result of your own actions such as product misuse or if personalisation is mis-spelt or if you have uploaded an image of a low resolution or size. Please see section 3.3 Personalised Products in our Terms and Conditions for more information.

9.3c Non-Personalised Products

Where an item is faulty, please contact our Customer Service Team via info@EliteFootHealth.co.uk. We will either ask you to return the item to us within three days of receipt or to take a photo of the item before returning it back to us. You can speak to our Customer Service Team for a return address if you do not have one. Your right to return items to us in accordance with these Terms is in addition to any other statutory rights you may have.

9.3d In-person Foot Appointment Full or Partial Refunds

Where the patient is unhappy with the service provided by the Elite Foot Health Ltd’s practitioner, they must make the practitioner aware of this during the appointment. The Foot Health Practitioner will always ask the Patient if they are happy with the service provided at the end of the appointment, this is the patients final opportunity to voice any concerns they may have at the end of the allotted appointment time. Any requests for refund or compensation after the appointment will not be upheld.

If the Patient is not satisfied with service and informs the practitioner about their concerns during allotted appointment time:-

- If a mistake has been by the Foot Health Practitioner then Elite Foot Health Ltd must take every step to put this right in a timely and effective manner. This may include booking another appointment free of charge to correct the mistake, or correcting the mistake free of charge immediately. If the Patient or Elite Foot Health’s practitioner are in any doubt about the concern, the Patients GP must always be contacted for their professional assessment. Elite Foot Health cannot be held liable for any injury if the Patient does not or has not taken appropriate care by following up concerns with their GP or out of hours service at the nearest hospital. Elite Foot Health Practitioners also reserve the right to not uphold a Patients complaint if they deem the service has been provided is correct. Elite Foot Health’s practitioner reserves the right to disagree with the Patient about the cause of any injury or complaint. In such circumstances the Patient is asked to complain in writing, and via email to info@EliteFootHealth.co.uk, or via post to 207 Kimberworth Park Road, S61 3JH.

- If the mistake cannot be corrected and the Patient notified Elite Foot Health about the complaint at the time of the mistake or injury, Elite Foot Health Ltd reserves the right to not uphold the Patients assessment that their practitioners actions were the cause or the injury or concern. If the Elite Foot Health upholds the complaint and the Patient notified Elite Foot Health about the complaint at the time of the mistake or injury, then the Patient will be refunded either partially or in full. If an upheld complaint cannot be corrected and the Patient notified Elite Foot Health about the complaint at the time of the mistake or injury, Elite Foot Health may offer monetary compensation, this compensation will be relevant to the injury sustained and the impact it has on the Patient’s quality of life.

9.4 When we will pay the costs of return

We will pay the costs of return if:

(a) the products are faulty or misdescribed;

(b) if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, or because you have a legal right to do so as a result of something we have done wrong;

The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

9.5 Deductions from refunds if you are exercising your right to change your mind

We may reduce your refund of the price to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

10 OUR RIGHTS TO END THE CONTRACT

10.1 We may end the contract if you break it

We may end the contract for a product at any time by writing to you if:

(a) you do not, within a reasonable time, allow us to deliver the products to you or the recipient or collect them from us/your local depot.

10.2 You must compensate us if you break the contract

If we end the contract in the situations set out in Section 10.1 we will refund any money you have paid in advance for products 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 Elite Foot Health’s INTELLECTUAL PROPERTY

For the purposes of these Terms, the following words will have the meanings as set out below:

14. IP means intellectual property rights of any nature, including (for example)patents, rights to inventions and designs, copyright and related rights to logo, pictures, videos and any other copyright material owned by Elite Foot Health, as copyright assumed once published under Elite Foot Health on any platform, trade marks and service marks, trade names and domain names, rights in get-up, goodwill and the right to sue for passing off or unfair competition, rights in designs, rights in computer software, database rights, rights to preserve the confidentiality of information (including know-how and trade secrets), and any other intellectual property rights, whether registered or unregistered, and including all applications for such rights, and rights to apply for and be granted such rights, and renewals or extensions of such rights, and rights to claim priority from such rights, and all similar or equivalent rights or forms of protection which subsist, or will subsist, now or in the future, in any part of the world.

15. Content means all text, software, applications, graphics, audio, visual and/or audio-visual material (including but not limited to, music, sound, still visual images, photographs and video), data, database content, page layouts, design and other multi-media content, information and material, including the metadata relating to such content.

Unless otherwise stated, all Content on and IP in relation to our Website, social media platforms, App or any other form of media or publication related to Elite Foot Health, is wholly owned by Elite Foot Health.

“Elite Foot Health" is our registered trademark, and you agree not to display or use it in any manner without our prior written consent.

You may use and access our Website and/or App to the extent and purpose required for ordering any products and/or services made available by Elite Foot Health in accordance with these Terms.

You are not allowed to:

1. remove any notices relating to IP contained in any Content, material and/or products taken from our Website, App or otherwise;

2. whether for a commercial purpose or otherwise, copy, distribute, show in public and/or create any derivative work from, any material, Content or IP owned by Elite Foot Health without the prior express written permission and licensing by us to do so;

3. use Elite Foot Health, including but not limited to, its Website, Content, IP, products and/or services for any commercial purpose other than in accordance with these Terms; and

4. use any robot, spider, scraper or other automated means to access the Website or App or any other platform related to Elite Foot Health or any of the representatives for any purpose without our prior express written permission.

Any rights not granted in these Terms are reserved for our own benefit.

12 OUR WEBSITE/APP

We will always try to ensure that our Website and App is available 24 hours a day. However, we will not be liable if for any reason the Website or App is unavailable at any time, or for any period.

Occasionally, we may provide links to other websites or resources for your convenience. We do not endorse the contents of these websites and are not responsible for their availability or service. We will not be liable in any way for any loss or damage which you may suffer by using those websites. If you decide to access linked third party websites, you do so at your own risk.

13 GIFT CARDS

Gift cards may be purchased at our Website. Elite Foot Health acts as an agent for the gift cards purchased by you as the gift cards are supplied by external card providers. The relevant card provider's terms and conditions will apply and be shared with you at the point of purchase.

Gift cards cannot be: (a) used to buy further gift cards reloaded; (b) resold; (c) transferred for value; or (d) redeemed for cash.

Upon activation of a gift card, refunds or credits for the gift card will be the sole responsibility of the relevant card provider only.

14 CUSTOMER REVIEWS

By submitting a review on our Website, App, or any other third party websites you confirm and agree that you are the sole author of the review, your review is accurate and that you are at least 18 years old.

For any review that you submit, you grant Elite Foot Health a perpetual, irrevocable, royalty-free, transferable right and licence to use, copy, modify, delete in its entirety, adapt, publish, translate and create derivative works from that review in any medium or technology throughout the world.

You must agree that you will not submit a review that:

(a) you know to be false, inaccurate or misleading;

(b) is confidential or personal information of a third party;

(d) infringes anyone's intellectual property rights;

(e) is or can be regarded as offensive, abusive, threatening or defamatory;

(f) promotes discrimination based on race, sex, religion, nationality, disability, sexual orientation or age, or that may incite hatred or violence against any person or group;

(g) references any other website or service;

(h) misrepresents identity or impersonates any person;

(i) pornographic, obscene or indecent;

(j) may harass, upset, embarrass or alarm any person; or

(k) comments on any other reviewer.

We reserve the right to decline publication of reviews or to remove reviews at our discretion. By submitting your email address or any other mode of communication in connection with your rating and review, you agree that Elite Foot Health may use your email address to contact you about your review. We will not pass your details onto any third parties without your consent. Elite Foot Health accepts no liability for your personal information in relation to reviews you leave on third party websites.

15 HOW WE MAY USE YOUR PERSONAL INFORMATION

We will only use your personal information as set out in our Privacy Policy and Cookie Policy, which are subject to change from time to time:

16 WE ARE RESPONSIBLE FOR LOSS OR DAMAGE SUFFERED BY YOU

16.1 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 result of our breaking this contract.

16.2 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 products; and for faulty products under the Consumer Protection Act 1987.

16.3 We are responsible for damage to your device which results from faulty digital products

If faulty digital content which we have supplied damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill we will either repair the damage or pay you compensation. However, we will not be liable for damage which you could have avoided by following our advice and/or instructions. We advise you to keep your anti virus software up to date at all times, as failure to do so could void any compensation from any virus’ passed on through an email or any other correspondence from us.

16.4 We are not responsible for damage or loss arising from your actions

We are not responsible for any damage or loss incurred by you when such loss or damage is caused by negligence, wilful misconduct or concealment of information by you (deliberate or otherwise).

16.5 We are not responsible for losses to your business

We only supply products for domestic and private use, if you use any of our products in your business; you do so at your own risk and under your own legal entity. If you use the products 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, injury, complaint, loss of business opportunity or otherwise.

17 GENERAL

17.1 Your Elite Foot Health Account

Please note that we do not perform verification checks when you create an Elite Foot Health Account, and it is therefore important that you provide your real name, a valid email address and answer any other questions honestly and to the best of your knowledge when signing up or booking an appointment. This is to ensure compliance with these Terms and so that our Customer Service Team can perform identity verification if you ever contact us about your order, and to ensure you receive appropriate care during your service. A valid email address or communication method is also required to receive any other communications mentioned in these Terms. We will not be responsible for being unable to verify your identity or not being able to assist with your queries if you have used a fake name or email address or otherwise.

17.2 Suspension

If you are found to be in breach of these Terms, we reserve the right to suspend your Elite Foot Health Account, you order, appointment, and all access to Elite Foot Health's Website and App.

In addition, we are entitled to suspend provision of all or part of our services at any time if we are obliged or advised to comply with an order, instruction or request of any limb of government, or any regulator, court or other competent authority.

17.3 Change of Terms

These Terms may change from time to time and when they do, we will post the new version of the Terms on the Website and the App and flag it appropriately.

17.4 We may transfer this agreement to someone else

We may transfer our rights and obligations under these Terms to another organisation.

17.5 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 to the recipient who has acquired the product or, where the product is services, any item or property in respect of which we have provided the services. We may require the recipient to whom the guarantee is transferred to provide reasonable evidence that they are now the owner of the relevant product.

17.6 Nobody else has any rights under this contract (except someone you pass your guarantee on to)

This contract is between you and us. No other person shall have any rights to enforce any of its Terms, except in respect of the guarantee as explained in clause 17.5.

17.7 If a court finds part of this contract illegal, the rest will continue in force

Each of the parts of these Terms operates separately. If any court or relevant authority decides that any part of them are unlawful, the remaining paragraphs, parts and otherwise will remain in full force and effect.

17.8 Even if we delay in enforcing this contract, we can still enforce it later

Just because we do not insist immediately that you do anything you are required to do under these Terms, it does not mean you do not have to do those things and it will not prevent us taking steps against you at a later date.

17.9 Which laws apply

These Terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts.

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