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RAC Shop Terms & Conditions

These Terms and Conditions apply to the use of this Website and Orders made through it. Some of our products are subject to different Terms and Conditions which will be displayed during the purchase process itself. Where there is a conflict with these terms, the terms stated during the purchase process shall prevail. If you are unsure about which Terms and Conditions apply please contact us on 0203 4740909 and we would be happy to discuss.

Please read these Terms and Conditions carefully before using this Website. By accessing the Website and/or by placing an Order, you signify your agreement to be bound by these Terms and Conditions.

These Terms and Conditions do not affect your statutory rights.

Contents

Definitions

In these Terms and Conditions, the following definitions shall apply:

  • Contract: the contract between Internova and the Customer for the sale and purchase of the Goods in accordance with these Terms and Conditions.
  • Customer: the person who purchases the Goods from the Website.
  • Goods: the Goods (or any part of them) made available for sale on this Website or those set out in the Order.
  • Internova: means Internova U.K. Ltd (registered in England and Wales with company number 03837521) with registered office address at Provident Works, Newdigate Street, Nottingham, NG7 4FD.
  • Order: the Customer’s Order for the Goods submitted by the Customer.
  • RAC: means RAC Motoring Services (registered in England and Wales with company number 01424399) with registered office address at RAC House, Brockhurst Crescent, Walsall, WS5 4AW.
  • Terms and Conditions: the Terms and Conditions set out in this document as amended from time to time.
  • Website: means www.racshop.co.uk

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The Contract

The RAC online shop is owned and run by Internova UK Ltd (Internova) on behalf of RAC. When you purchase good through this website your contract is with Internova.

Most of the Goods are manufactured and supplied by third parties. Internova may use third party service providers to fulfil its obligations under the Contract.

Your Order is an offer to Internova to buy the Goods in your Order. When you place an Order to purchase a product from Internova, we will send you an e-mail confirming receipt of your Order. This confirmation e-mail is acknowledgement that we have received your Order and taken payment, but does not confirm acceptance of your offer to buy the Good(s) ordered. We only accept your offer, and conclude the Contract of sale for Goods ordered by you, when we dispatch the Goods to you and send an e-mail confirmation to you that we've dispatched the Goods to you. If your Goods are dispatched in more than one package, you may receive a separate confirmation e-mail for each package, and each confirmation e-mail and corresponding dispatch will conclude a separate Contract of sale between us for the Goods specified in that confirmation e-mail. Without affecting your right of withdrawal, you can cancel your Order for Goods following the process set out below at no cost any time before we send the dispatch confirmation e-mail relating to that product.

It is your responsibility to ensure you are able to receive e-mails from the RAC Shop. We recommend you add enquiries@internova.co.uk to your ‘safe sender’ list, and check that your online security software does not block e-mails from us.

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Your Order

Method of Payment

You can pay either by VISA, Master Card or Maestro. We are unable to accept AMEX, Electron cards, cheques, cash, or postal Orders through the Website. Orders will only be processed if you provide the card holder's name as it is shown on the card together with the postcode that appears on the card statement. No responsibility can be taken by either Internova or RAC for incorrect or incomplete details submitted on the Website.

You undertake that all details you provide for the purpose of ordering or purchasing Goods are correct, that the credit or debit card you are using is your own (or have authority to use it) and that there are sufficient funds to cover the cost of the Goods ordered.

Fraudulent Transactions

To ensure that your credit or debit card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third party databases including registered Credit Reference agencies and fraud prevention agencies, who may keep a record of that information. By accepting these Terms and Conditions you consent to such checks being made. We shall be entitled to process your data in accordance with the terms of our Privacy Policy. Please view this document for further information. All information provided by you will be treated securely and in accordance with the Data Protection Act 1998.

It is a crime to use a false name or a known invalid credit card to order. Anyone caught wilfully entering an erroneous or fictitious order will be prosecuted to the fullest extent of the law. We track the electronic ‘fingerprints’ of every order placed on the Website to enable us and all legitimate crime prevention and prosecution authorities to trace individual users engaging in criminal activities on the Website.

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Goods Information

Unless expressly indicated otherwise, neither Internova nor RAC are the manufacturer of the products sold on the Website. While we work to ensure that information about the Goods on the Website is correct, actual packaging and materials may contain more and different information to that displayed on the Website. All information about the Goods on the Website is provided for information purposes only. We recommend that you do not rely solely on the information presented on the Website. Please always read labels, warnings and directions provided with the Goods before use.

Internova and RAC reserve the right to amend the descriptions of the Goods on the Website, as required.

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Pricing and Availability

All products on our Website should be available. If however due to an error one of our products is out of stock or unavailable we reserve the right to supply Goods of equivalent or matching quality. In some instances the cost of the substitute Goods may be of a higher or lower price than the Goods ordered. In this event we will contact you to offer you the option to either pay the difference or refund you the difference. In the event that you do not accept substitute Goods, we shall arrange and be responsible for the cost of you returning such substitute Goods subject to the Goods being in the condition in which you received them with the original packaging and the product documentation. The Goods must not have been used and, where applicable, must not have been removed from the sealed clear packaging. This concerns electrical items, which are supplied in sealed clear packaging. If we do not substitute an item, we will contact you to arrange a refund or an alternative delivery date when the product becomes available.

For Goods purchased via the Website, the price you pay is the price displayed on the Website at the time we receive your Order, apart from in the following exceptions:

While we try and ensure that all our prices on the Website are accurate, some prices may be incorrectly listed. If we discover an error in the price of the Goods you have ordered we will inform you as soon as possible and offer you the Goods at the correct price. We are under no obligation to provide Goods to you at an incorrect, lower price, even after we have acknowledged your Order. If we cannot contact you, we will treat the Order as cancelled and refund you the price paid.

Where there is no error in our pricing or otherwise, the prices that you pay for the Goods will be those ruling at the date of dispatch of the Goods.

We list prices in pound sterling and all prices are inclusive of VAT. The prices of the Goods are exclusive of the costs and charges of packaging and delivery. Delivery charges will depend on the delivery method you chose and will be clearly shown throughout the checkout process.

All prices are exclusive of any other sales tax or duty that may be applicable which will be payable in addition to the price unless otherwise stated.

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Customs

When ordering Goods from the Website for delivery overseas you may be subject to import duties and taxes, which are levied once the package reaches the specified destination. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary from country to country, so you should contact your local customs office for further information.

Additionally, please note that when ordering from the Website, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the Goods. Your privacy is important to us and we know that you care about how information about your Order is used and shared. We would like our international customers to be aware that cross-border deliveries are subject to opening and inspection by customs authorities. Delivery times can be affected due to packages being inspected by customs.

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Delivery

Internova and/or a third party supplier will deliver the Goods to the address specified in your Order. Please be clear and precise about your address when placing your Order.

We cannot accept any liability for any loss or damage to the products once they have been delivered to the address specified in your delivery instructions. Every effort will be made to dispatch your Order within 7 working days, and in any event within 28 days from receipt of your Order.

Some products may be eligible for next working day delivery, if they are eligible and you desire next working day delivery your Order must be placed before 2pm on the day of Ordering; Orders placed after 2pm will be delivered within two working days. Next working day delivery is subject to an additional charge.

If you Order more than one Good then they may be dispatched separately and arrive with you at different times .

Please contact us should you wish to request International delivery which may be available for certain items at enquiries@racshop.co.uk

If there are any changes to the details supplied by you it is your responsibility to inform the RAC Shop as soon as possible by contacting us at Orders@racshop.co.uk or by telephoning us between 9am and 6pm on 0203 474 0909.

Delivery Charges

Delivery charges will be set out clearly in the online checkout process.

We reserve the right to amend delivery charges from time to time.

Risk and title

Risk and title in the Goods passes when the Goods are delivered to you.

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Cancellation Policy

Your Statutory Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel your Order within 14 days of receiving your Goods.

If you wish to cancel your order please call us on 0203 4740909 or email us at enquiries@racshop.co.uk as soon as possible, but at the latest within 14 days of receiving your Goods.You may also download our order cancellation form and email or post it to us.

If Goods have already been received you will be responsible for returning the Goods. You must return them following the instructions detailed in the Returns policy below.

If you cancel your Order in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 we will process the refund due to you as soon as possible and, in any case, within 14 days of the day you have given notice of your cancellation, or we receive the item / proof of postage . In this case we will refund the price of the Goods to be returned in full (including the postage cost of sending the Goods to you).

30 Day Returns Policy

In addition to your statutory right to cancel your Order within 14 days, if for any reason you are unhappy with your purchase from the Website, you can return it to us in its original condition, in original packaging with its proof of purchase within 30 days of the date you received the Good(s). A refund will be issued in accordance with our Returns Policy below.

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Returns Policy

Our policies have been updated to comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This section sets out your rights to return an item, or cancel an order under defined circumstances.

How to contact us

By phone: 0203 474 0909 lines are open 9am to 6pm Monday to Friday

By email: enquiries@racshop.co.uk

Battery customers

To cancel your car battery order please contact 0800 096 2968 between 8.30am to 5.30pm

Unwanted items

You may cancel your order, or return items you no longer want within:

  • 14 days of placing your order (if your items have not yet been posted); or
  • 14 days of receiving your order (if items are posted separately this starts on the day you receive the final item)

You must notify us of your intent to cancel or return your order by completing the “Order Cancellation Notification” form and returning it to us, or by calling us on 0203 474 0909 lines are open 9am to 6pm Monday to Friday or by emailing enquiries@racshop.co.uk

Download the Order Cancellation Notification.

You may open and inspect items, but you may not use them. If a product is returned used, or with unreasonable wear and tear, we reserve the right to charge a 20% fee.

You will be responsible for all costs of insuring and returning the items to us on time, and undamaged.

You must return items within 14 days of notifying us of your intent to cancel.

We will refund the cost of your order, within 14 days of receiving your return or notice to cancel (where the order has not yet been posted). The refund will include the cost of your items plus any delivery fee charged at the point of purchase.

Personalised or made to order items

Where items are personalised, or made to order, you do not have the right to cancel or return an order as unwanted.

We recommend that you double check your order to ensure it meets your requirements before making payment.

Faulty or damaged goods

You must notify of us of any faulty or damaged goods within 30 days of receiving your order. Please email us enquiries@racshop.co.uk and provide the following information:

  • Your details
  • Your Order number
  • A photo of the damage to the item and packaging

We will arrange for a Returns Authorisation Form, a pre-paid returns label, and a RAN (Returns Authorisation Number) to be sent to you. A replacement item or refund will be issued on return of the faulty item.

Please enclose the completed returns form and your RAN with your items. We are not able to process returns without this information.

Refunds

Refunds will be issued within 14 days of our receipt of returned items, proof of posting, or notice to cancel (if the item has not yet been posted).

We will only refund to the payment card used in the original purchase.

We will refund the cost of the item plus any postage paid in your original order.

Nothing in this section affects your statutory rights.

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Promotions and Incentives

On occasions RAC Shop will offer promotional codes and discounts herein described as ‘Promotional Codes’ (including without limitation discounts, offers, promotions, prize draws, vouchers, competitions etc.) via different channels to new and/or existing customers.

By using any Promotional Code, you are agreeing to the following:

General Terms of Usage

A Promotional Code may only be redeemed online at the Website.

Discounts and/or free items cannot be redeemed elsewhere, via telephone or other unless expressly advertised.

A Promotional Code cannot be used in conjunction with any other offer, discount or promotion. Only one Promotional Code can be used per transaction/household.

A Promotional Code is redeemed by entering such code at the appropriate point on the online purchase order process for a qualifying purchase or in the case of discounts, vouchers and/or free items, as expressly advertised.

A Promotional Code cannot be exchangeable for cash and are non-transferable and non-refundable.

We accept no responsibility for Promotional Codes that are illegible, lost, delayed or damaged during any such promotion, on any media or channel delivered via or electronically on the Website.

Promotional Codes not submitted in accordance with these Terms and Conditions, or incomplete, illegible, expired or otherwise defective shall be rejected and/or disqualified and our decision is final.

By entering any such Promotional Code, all participants agree to participate in any publicity arising from any awards, free offers etc. and we reserve the right to feature the name, photograph and location of the participant in any future marketing materials, Website publications, promotions or competitions and you consent to the same.

By entering any such Promotional Code, your personal data will be held only for the purpose of administering any Promotional Code and contacting you in relation to the same.

Period of Use

A Promotional Code is only valid during the period identified and on the products specified in the media it was delivered in.

RAC Shop reserve the right to:

  1. cancel or withdraw any Promotional Code,
  2. refuse to allow any customer to participate in the Promotional Code,
  3. decline to accept Orders where, in our opinion the Promotional Code is invalid for the Order being placed
  4. exclude any single or group of products from any general promotion; and
  5. amend this provision at any time (and RAC Shop will use reasonable endeavors’ to notify changes to participants).

Returns of products or cancellation of Order which was part of a promotion or incentive

In the case of a free item being offered, all items are subject to availability and we reserve the right to substitute such free item for any reason, for that of similar quality and value. In the case of a returned Order, any free items must be returned as new, at the same time in its original packaging and the product documentation, with proof of the Promotional Code used and at your own cost and risk. The Goods must not have been used and, where applicable, must not have been removed from the sealed clear packaging. This concerns electrical items, which are supplied in sealed clear packaging.

Where the redemption of a Promotional Code is subject to a minimum spend requirement, redemption is only permitted in respect of the purchase of the qualifying products (as communicated to you when issuing the Promotional Code).

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Customer Service

Support is provided by telephone and e-mail during our normal business hours.

We regret that we cannot give advice in respect of Goods not purchased via the Website. Customers should seek customer service advice from the retailer where Goods were purchased. In the first instance if there is an obvious fault with the item and it has not been caused by wear and tear or misuse, your first port of call must be the retailer where you purchased the item. It is important that you have proof of purchase.

RAC Shop Customer Services Tel: 0203 474 0909. Lines are open 9am to 6pm Monday to Friday

E-mail: enquiries@racshop.co.uk . Replies between 9am to 5.30pm Monday to Friday

For RAC battery customer service Tel. 0800 096 2968 Lines are open 9am to 5.30pm. E-mail: prestige@rac.co.uk. Replies between 9am to 5.30pm Monday to Friday.

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Complaints

We aim to deal with all complaints as effectively as possible.

For all Goods sold on the Website (except RAC car batteries)

In the first instance, your complaint may be sent to via email, enquiries@racshop.co.uk. Alternatively, you may telephone us on 0800 952 0089, between 9am and 5.30pm, Monday to Friday.

We aim to acknowledge any complaint made through the Website by email within 5 days, and to conclude our investigations as soon as possible thereafter.

Telephone complaints will not necessarily be acknowledged by email prior to investigation.

For RAC Car Batteries

For complaints in relation to RAC Batteries please call 0800 0962968, opening hours 9.00 am to 5.30 pm.

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Warranty Conditions

Some of the Goods sold via the Website may come with a Warranty. If any matter arises that can be addressed under the Warranty this shall take precedence over the Contract between us in full satisfaction of the matter.

For Goods purchased via the Website (excluding car batteries)

Goods returned to us because they fail to comply with the Warranty will be refunded in accordance with the provisions of the Warranty Conditions.

For Goods supplied with the benefit of a warranty, you must comply with the Warranty Conditions set out below. /p>

Warranty Conditions

If Goods become faulty during the period of the Warranty for reasons unconnected with your acts, omissions or misuse of the Goods, you must notify us in writing and/or by completing a warranty claim form (including a description of the fault) and return such Goods to us. Such Goods shall be returned to the manufacturer for review and testing.

Based on the manufacturers’ opinion, we will repair, (or at our sole option) replace such Goods with the same or superior Goods, without charge or not provide any of the aforementioned. The manufacturer’s opinion shall be final and binding and we shall have no further liability to you. If Goods become faulty after expiry of the Warranty, and you request that we replace or repair such Goods, then we shall charge our then standard list price for such repair or replacement.

Internova and RAC will be afforded reasonable opportunity and facilities to investigate any claims made under the Warranty and you will if so requested in writing by us promptly return any Goods the subject of any claim and any packing materials securely packed and carriage paid to us for examination.

Internova and RAC will have no liability with regard to any claim in respect of which you have not complied with the claims procedure stated above.

Any Warranty given is subject to us having no liability in respect of any defect arising from wear and tear, willful damage, negligence, tampering of the Goods, incorrect fitting of the Goods by you and/or a third party, abnormal working conditions, failure to follow our and/or the Goods’ manufacturers’ instructions (whether oral or in writing), misuse or alteration or repair of the Goods without our approval.

For RAC car batteries purchased via the Website

If you have a warranty claim for an RAC Car Battery purchased on the Website, please contact the RAC battery customer service line on 0800 0962968. Lines are open 9.00 – 17.30 Monday – Friday.

Goods which are not under Warranty and where there is no proof or purchase cannot be claimed under the Warranty Conditions.

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Miscellaneous

Customers are permitted to post reviews about the Goods purchased in the RAC Shop. You acknowledge that any review, feedback or rating which you leave may be published and agree that it may be displayed for as long as we consider appropriate.

You agree to indemnify and hold us harmless against any claim or action brought by third parties, arising out of or in connection with any feedback, ratings or reviews posted by you on the Website, including the violation of their privacy or intellectual property rights.

You grant Internova, RAC and its affiliate companies a non-exclusive, royalty-free worldwide license to use or edit any reviews posted by you. We reserve the right to publish, edit or remove any reviews without notifying you.

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Electronic Communications

When you visit the Website, or send e-mails to the RAC Shop, you are communicating with us electronically. We will normally communicate with you by e-mail. For contractual purposes, you consent to receive communications from us electronically and you agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

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Exclusion of Liability

This section applies only to the fullest extent permitted by law.

Internova will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control. This condition does not affect your legal right to have Goods sent within a reasonable time or to receive a refund if Goods ordered cannot be supplied within a reasonable time owing to a cause beyond our reasonable control.

Website

The information shown on the Website is only for information purposes. The material on the Website does not constitute advice and you should not rely on any material on the Website to make any decision or take any action.

Internova and RAC make no warranty or representation as to the accuracy or fitness for purpose of any material on the Website. In no event do we accept liability of any description, including liability for negligence (except for personal injury or death), for any damages or losses (including, without limitation, loss of business, revenue, profits, or consequential loss) whatsoever resulting from use of or inability to use the Website.

Internova and RAC make no warranty that the Website is free from computer viruses or any other malicious or impairing computer program. The pages contained in the Website may contain technical inaccuracies and typographical errors. The information in these pages may be updated from time to time and may be out of date. We accept no responsibility for keeping the information in these pages up to date or liability for not doing so. Internova and RAC exclude all liability for any illegality arising from or error, omission or inaccuracy in material created and submitted by third parties to the Website. The Website also contains links to and contains information from other websites which are not under the control of and are not maintained by Internova and/or RAC.

Internova and RAC are not responsible for the content of websites that are referenced or linked to from the Website.

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Privacy & Data protection

For the purposes of the Data Protection Act 1998, RAC is the data controller in relation to the information you supply.

We will disclose your information to our service providers and agents to fulfil your specific Order(s) for a product or contact you in case of difficulty in processing an Order or to investigate customer services issues. We will only do this where it is necessary for the conclusion, or performance of a contract between you and us, or that we enter into at your request or in your interest. We may record telephone calls for staff training and evidential purposes.

We may transfer your information outside of the European Economic Area. We will only do this where it is necessary for the conclusion, or performance of a contract between us, or that we enter into at your request, in your interest, or for administrative purposes.

When you give us information about another person, you confirm that they have authorised you to act for them, to consent to the processing and use of their personal data in the manner described in this notice and to receive on their behalf any data protection notice.

You have the right to ask for a copy of your information (for which we will charge a small fee) and to correct any inaccuracies.

You will be notified of any changes to our Privacy Policy both on the Website and by e-mail. You will always have a choice as to whether or not you wish us to use your information for additional purposes. Information will be used in accordance with the Privacy Policy under which it was collected.

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Cookies

The Website uses cookies to distinguish you from other users of the Website. This helps us to provide you with a good experience when you browse the Website and also allows us to improve the site. For detailed information on the cookies we use and the purposes for which we use them see our Cookies and Privacy Policy.

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Your Rights

RAC offer motoring and travel related products such as breakdown services and vehicle inspections, sales and leasing. RAC also offer financial products such as Insurance, loans and credit cards. By providing RAC with your contact details, you consent to being contacted by mail, telephone, fax, email, and SMS/MMS to let you know about any goods, services or promotions of our own, our business partners or other third parties, which may be of interest to you. You can of course withdraw this consent at any time by contacting us at enquiries@internova.co.uk to let us know.

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Copyright and Intellectual Property

The RAC logo and “RAC” letters are the registered trademarks of RAC Motoring Services.

Unless otherwise specified, the copyright in the contents of all the pages on the Website are owned or licensed to RAC, or are used with permission from the owner.

The contents of the Website may not be copied, reproduced, modified, downloaded or used in any form without the prior written permission of RAC, except when this occurs incidentally while using the site for private and non-commercial use.

Subject to the licence granted to you to use the Website, RAC reserves all rights, title and interest in its Intellectual Property Rights in the Website. Any goodwill accruing from use of racshop.co.uk and its affiliates’ trademarks, trade and business names will vest in racshop.co.uk and its affiliates, as appropriate.

Any unauthorised use of RAC copyright and trademarks is an infringement of RAC’s Intellectual Property and may lead to legal action and other remedies permitted under the Trade Marks Act 1994 and the Copyright Design and Patents Act 1988.

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Variation

RAC reserve the right to make changes to the Website, policies, and Terms and Conditions, including these Terms and Conditions of sale at any time. You will be subject to the Terms and Conditions, policies and Terms and Conditions of sale in force at the time that you Order products from us, unless any change to those Terms and Conditions, policies or these Terms and Conditions of sale is required to be made by law (in which case it may apply to Orders previously placed by you). If any of these Terms and Conditions of sale are deemed invalid, void, or for any reason unenforceable, that condition will be deemed severable and will not affect the validity and enforceability of any remaining conditions.

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Jurisdiction

The Courts of England and Wales shall have exclusive jurisdiction over all claims or disputes arising in relation to, out of or in connection with the Website and its use and these Terms and Conditions.

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Third party rights

A person who is not a party to the Contract shall not have any rights under or in connection with it.

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Last Updated: 12th June 2014