Terms & Conditions – Digital Estate Planning

These terms
1. What these terms cover. These are the terms and conditions on which we supply products to you, whether these are services or digital content.
2. Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products 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 think that there is a mistake in these terms or require any changes, please contact us to discuss.
Information about us and how to contact us
1. Who we are. We are My Vault a company registered in England and Wales. Our company registration number is 12338918 and our registered office is at 34 Carter Road, Drayton, Norwich, NR8 6DY.
  How to contact us. You can contact us by telephoning our customer service team at 0330 223 6676 or by writing to us at support@my-vault.co.uk or 34 Carter Road, Drayton, Norwich, NR8 6DY.
2. How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
3. “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
Our contract with you
1. 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 contract will come into existence between you and us.
2. If we cannot accept your order. If we are unable to accept your order, we will inform you of this in writing and will not charge you for our service. This might be because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
3. Your order We will send you an email when your order has been accepted
4. We only sell to the UK. Our website is solely for the promotion of our products in the UK. Unfortunately, we do not accept orders from addresses outside the UK.
Our products
1. Making sure your inputed information is accurate. If we are providing a service to you based on the data you have provided, you are responsible for ensuring that this information is correct.
Your rights to make changes
If you wish to make a change to the product you have ordered please contact us. 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. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 8- Your rights to end the contract).
Our rights to make changes
1. Minor changes to the products. We may change our products:
  - to reflect changes in relevant laws and regulatory requirements; and
  - to implement minor technical adjustments and improvements, for example to address a security threat. These changes will not affect your use of the product.
2. Updates to digital content. We may update or require you to update digital content, provided that the digital content shall always match the description of it that we provided to you before you bought it.
Providing the products
1. Delivery costs. The costs of delivery will be as displayed to you on our website.
2. When we will provide the products. We will supply the services, goods or digital content to you until either the subscription expires (if applicable) or you end the contract as described in clause 8 or we end the contract by written notice to you as described in clause 10.
3. We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
4. What will happen if you do not give the required information to us. We may need certain information from you so that we can supply the products to you, for example, full name, contact details and payment details etc. If so, this will have been stated in the description of the products on our website. We will contact you in writing 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 clause 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. 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;
  - make changes to the product as requested by you or notified by us to you (see clause 6).
6. Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. If we have to suspend the product for longer than 7 days, we will adjust the price so that you do not pay for products while they are suspended. 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 7 days and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.
7. We may also suspend supply of the products if you do not pay. If you do not pay us for the products when you are supposed to (see clause 12.4), we may suspend supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products. Once payment is updated and/or the account is brought up to date, we will allow you to have full access again. If you have not used a product for a long time and an authorised third party needs the info, on receipt of cleared payments outstanding we will then allow them access to the products in question We will not suspend the products where you dispute the unpaid invoice (see clause 12.6). We will not charge you for the products during the period for which they are suspended. As well as suspending the products we can also charge you interest on your overdue payments (see clause 12.5).

Your rights to end the contract

You can always end your contract with us. 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:
- 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 clause 11;
- If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2;
- If you have just changed your mind about the product, see clause 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;
- In all other cases (if we are not at fault and there is no right to change your mind), see clause 8.7.
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 at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
- we have told you about an upcoming change to the product or these terms which you do not agree to (see clause 6.2);
- 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;
- there is a risk that supply of the products may be significantly delayed because of events outside our control;
- 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 30 days; or
- you have a legal right to end the contract because of something we have done wrong.
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. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

Our goodwill guarantee. Please note, these terms reflect the goodwill guarantee offered by My Vault of 34 Carter Road, Drayton, Norwich, NR8 6DY to its UK customers, which is more generous than your legal rights under the Consumer Contracts Regulations in the ways set out below. This goodwill guarantee does not affect your legal rights in relation to faulty or misdescribed products (see clause 11.2):

Right under the Consumer Contracts Regulations 2013	How our goodwill guarantee is more generous
14 day period to change your mind.	30 day period to change your mind.
Consumer to pay costs of return.	We pay the costs of return.

How long do I have to change my mind? How long you have depends on what you have ordered and how it is delivered.
Have you bought services If so, you have 7 days after the day we email you to confirm we accept your order. However, once we have completed the services you cannot change your mind, even if the period is still running. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind

How to end the contract with us (including if you have changed your mind)
1. Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
  - Phone or email. Call customer services on 0330 223 6676 or email us at support@my-vault.co.uk. Please provide your name, home address, details of the order and, where available, your phone number and email address.
  - Online. Complete the contact us form on our website.
  - By post. Simply write to us at 8 Cedar Close, Mattishall, Dereham, Norfolk, United Kingdom, NR20 3NW, including details of what you bought, when you ordered or received it and your name and address.
2. How we will refund you. We will refund you the price you paid for the products by the method you used for payment on the basis of the time unused pro rata to a rolling 30 day contract. However, we may make deductions from the price, as described below.
3. Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
  - Where the product is a service, we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.
4. When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:
  - Your refund will be made within 14 days of your telling us you have changed your mind
Our rights to end the contract
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:
  - you do not make any payment to us when it is due and you still do not make payment when that payment is due;
  - you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, bank details for direct debit payments; or
  - You do not expressly agree with any price increase that we notify off in relation to a product.
2. We may withdraw the product. We may write to you to let you know that we are going to stop providing the product. We will let you know at least 30 days in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.

If there is a problem with the product

How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at 0330 223 6676 or write to us at support@my-vault.co.uk

Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.

Summary of your key legal rights

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.If your product is goods, for example furniture or a laptop, 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:Up to 30 days: if your goods are faulty, then you can get an immediate refund.

Up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.
Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.