Terms and Conditions of Software and Equipment Supply (Consumers)
1. Where to find information about us and our products
You can find everything you need to know about us, Extend Robotics Limited, and our products on our website (here).
2. We only accept orders when we've checked them
We contact you to confirm we've received your order and we accept it when we dispatch or supply the product to you.
3. Sometimes we reject orders
Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because a credit reference we have obtained is unsatisfactory, because we can't verify your age (where the product is age-restricted), because you are located outside our delivery areas, as stated on our website or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.
4. We charge you when you order
However, for some products we take payment at regular intervals, as explained to you during the order process. If your product is goods (rather than digital content or services), you will own it once we have received payment in full.
5. We charge interest on late payments
If we're unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 8% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.
6. We pass on increases in VAT
If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
7. We're not responsible for delays outside our control
If our supply of your product is delayed by an event outside our control we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team email@example.com to end the contract and receive a refund for any products you have paid for in advance, but not received, less reasonable costs we have already incurred.
8. Products can vary slightly from their pictures
A product's true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different.
9. We charge you if you don't give us information we need or do preparatory work as agreed with us
We charge you additional sums if you don't give us information we've asked for about how we can access your property for delivery, installation or to provide services or if you don't do preparatory work for installation, as agreed with us.
10. You have a legal right to change your mind
10.1. Your legal right to change your mind. You have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.
10.2. When you can't change your mind. You can't change your mind about an order for:
(a) digital products, after you have started use these;
(b) services, once these have been completed;
(c) products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
(d) sealed audio or sealed video recordings or sealed computer software, once these products are unsealed after you receive
(e) goods that are made to your specifications or are clearly personalised; and
(f) goods which become mixed inseparably with other items after their delivery.
10.3. The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after:
(a) the day we deliver your product, if it is goods, for example a headset, robot arm or other equipment or hardware. If the goods
are for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If the goods are
split into several deliveries over different days, the period runs from the day after the last delivery.
(b) the day we confirm we have accepted your order, if it is for a service, for example our support services.
(c) the day we confirm we have accepted your order, if it is for digital content for download or streaming (for example, our
software), although you can't change your mind about digital content once we have started providing it or you have started
10.4. How to let us know. To let us know you want to change your mind, contact our Customer Service Team firstname.lastname@example.org .
10.5. You have to return the product at your own cost. If your product is goods, for example, a headset, robot arm or other equipment or hardware, you have to return it to us within 14 days of your telling us you have changed your mind. Returns are at your own cost. You can send the product back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price.
10.6. We only refund standard delivery costs. We don't refund any extra you have paid for express delivery or delivery at a particular time.
10.7. You have to pay for services you received before you change your mind. If you bought a service (such as support services) we don't refund you for the time you were receiving it before you told us you'd changed your mind.
10.8. We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in- store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not " as new " , the product-branded packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due.
10.9. When and how we refund you. If your product is a service, digital content or goods that haven't been delivered, we refund you as soon as possible and within 14 days of you telling us you've changed your mind. If your product is goods that you're sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you've sent them to us). We refund you by the method you used for payment. We don't charge a fee for the refund.
11. You can end an on-going contract
We tell you when and how you can end an on-going contract with us (for example, for regular services or a subscription to digital content or goods) during the order process and we confirm this information to you in writing after we've accepted your order. If you have any questions, please contact our Customer Service Team email@example.com .
12. You have rights if there is something wrong with your product
If you think there is something wrong with your product, you must contact our Customer Service Team firstname.lastname@example.org . We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that you have options for resolving disputes with us (see below).
Summary of your key legal rights
If your product is goods, for example, a headset, robot arm or other equipment or hardware, 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 a 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.
If your product is digital content, for example software, the Consumer Rights Act 2015 says digital content must be as described, fit for purpose and of satisfactory quality:
If your digital content is faulty, you're entitled to a repair or a replacement.
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.
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
If your product is services, for example support services, the Consumer Rights Act 2015 says:
You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it.
If a price hasn't been agreed upfront, what you're asked to pay must be reasonable.
If a time hasn't been agreed upfront, it must be carried out within a reasonable time.
13. We can change products and these terms
Changes we can always make. We can always change a product:
(a) to reflect changes in relevant laws and regulatory requirements;
(b) to make minor technical adjustments and improvements, for example to address a security threat. These are changes that don't affect your use of the product; and
(c) to update digital content, provided that the digital content always matches the description of it that we provided to you
before you bought it. We might ask you to install these updates.
14. We can suspend supply (and you have rights if we do)
14.1. We can suspend the supply of a product. We do this to:
(a) deal with technical problems or make minor technical changes;
(b) update the product to reflect changes in relevant laws and regulatory requirements; or
(c) make changes to the product.
14.2. We let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we're suspending
supply, unless the problem is urgent or an emergency. If we suspend the product we adjust the price so you don't pay for it while its
suspended. If we suspend supply, or tell you we're going to suspend supply, for more than 14 days you can contact our Customer
Service Team email@example.com to end the contract and we'll refund any sums you've paid in advance for products you won't receive.
15. We can withdraw products
We can stop providing a product, such as an ongoing service or a subscription for digital content or goods. We let you know at least 7 days in advance and we refund any sums you've paid in advance for products which won't be provided.
16. We can end our contract with you
We can end our contract with you for a product or service and claim any compensation due to us if:
(a) you don't make any payment to us when it's due and you still don't make payment within 3 days of our reminding you that
payment is due;
(b) you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to
provide the product;
(c) you don't, within a reasonable time, allow us to deliver the product to you; or
(d) you commit a material or persistent breach of any of these conditions.
17. Software Licence
17.1. Your use of our software is subject to these conditions. We licence use of our software and any data supplied with the software
(Software) together with the documentation that we provide you with or which is accessible through out website (Documentation) on
the basis of these conditions. We do not sell the Software or Documentation to you. We remain the owners of the Software and
Documentation at all times.
17.2. Grant of licence: In consideration of you agreeing to abide by these conditions, we hereby grant you a non-exclusive, non-transferable licence to use the Software and the Documentation on the terms set out in this clause 17 until the licence is terminated in accordance with these conditions.
17.3. Scope of licence: You may:
(a) install and use the Software for your personal purposes only:
(i) in the country in which you reside;
(ii) on one central processing unit (CPU) if the licence you have paid for is a single-user licence or the Software is
for single use; or
(iii) if the licence you have paid for is a multi-user or network licence, for the number of concurrent users agreed
between you and us.
(b) provided it is used at any one time on only one device owned by you, transfer the Software from one device to another;
(c) provided you comply with the provisions in condition 17.5, make up to 1 copy of the Software for back-up purposes; and
(d) receive and use any free supplementary software code or update of the Software incorporating "patches" and corrections of errors as may be provided by us from time to time (but see conditions 17.4); and
(e) use any Documentation in support of the use permitted under these conditions and make up to 1 copy of the Documentation
as are reasonably necessary for its lawful use.
17.4. Updates. We may update or require you to update the Software, provided that the Software shall always match the description of it
that we provided to you before you bought it.
17.5. Restrictions. Except as expressly set out in these conditions or as permitted by any local law, you undertake:
(a) not to copy the Software or Documentation, except where such copying is incidental to normal use of the Software or where it is necessary for the purpose of back-up or operational security;
(b) not to rent, lease, sub-license, loan, translate, merge, adapt, vary, alter or modify, the whole or any part of the Software or Documentation nor permit the Software or any part of it to be combined with, or become incorporated in, any other
(c) not to disassemble, de-compile, reverse engineer or create derivative works based on the whole or any part of the Software nor attempt to do any such things, except to the extent that (by virtue of sections 50B and 296A of the Copyright, Designs and Patents Act 1988) such actions cannot be prohibited because they are necessary to decompile the Software to obtain the information necessary to create an independent program that can be operated with the Software or with another program (Permitted Objective), and provided that the information obtained by you during such activities:
(i) is used only for the Permitted Objective;
(ii) is not disclosed or communicated without the Licensor's prior written consent to any third party to whom it is not necessary to disclose or communicate it in order to achieve the Permitted Objective; and
(iii) is not used to create any software that is substantially similar in its expression to the Software;
(d) to keep all copies of the Software secure and to maintain accurate and up-to-date records of the number and locations of all copies of the Software;
(e) not to provide, or otherwise make available, the Software in any form, in whole or in part (including, but not limited to, program listings, object and source program listings, object code and source code) to any person without prior written consent from us;
(f) to comply with all applicable technology control or export laws and regulations.
18. Intellectual Property Rights.
18.1. You acknowledge that all intellectual property rights in the Software and the Documentation throughout the world belong to us or to
individuals or organisations that allow us to supply the Software to you, that rights in the Software are licensed (not sold) to you, and that you have no intellectual property rights in, or to, the Software or the Documentation other than the right to use the Software and the Documentation in accordance with these conditions.
18.2. You acknowledge that you have no right to have access to the Software in source code form other than as expressly provided in these conditions.
19.1. We warrant that:
(a) the Software will, when properly used on an operating system for which it was designed, perform substantially in accordance with the functions described in the Documentation;
(b) the Documentation correctly describes the operation of the Software in all material respects for a period of 90 days from the date of installation of the Software (Warranty Period).
19.2. If, within the Warranty Period, you notify us in writing of any defect or fault in the Software as a result of which it fails to perform
substantially in accordance with the Documentation, we will, at our sole option, either repair or replace the Software, provided that
you give us proof of purchase and make available all the information that may be necessary to help us to remedy the defect or fault,
including sufficient information to enable us to recreate the defect or fault.
19.3. The warranty does not apply:
(a) if the defect or fault in the Software results from you having altered or modified the Software; or
(l) if the defect or fault in the Software results from you having used the Software in breach of the terms of these conditions; or
(m) if the defect or fault in the Software is a defect or fault in software owned by a person or organisation other than Extend
Robotics (including any software that is ‘open-source software’ as defined by the Open Source Initiative https://opensource.org/osd ).
20. Termination of licence
20.1. We may terminate your right to use our Software and Documentation immediately by written notice to you if you commit a material
or persistent breach of these conditions.
20.2. If we terminate our contract with you or if you terminate your contract with us, for any reason, or if we terminate your right to use our Software and Documentation:
(a) all rights granted to you under these conditions relating to the use of our Software and Documentation shall cease;
(b) you must cease all activities relating to the use of our Software and Documentation authorised by these conditions; and
(c) you must immediately delete or remove the Software from all devices in your possession and immediately destroy or return to us (at our option) all copies of the Software and the Documentation then in your possession, custody or control and, in the case of destruction, and if we ask you to, certify to us that you have done so.
21. Our responsibility for loss or damage suffered by you
21.1. We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these conditions, we are
responsible for loss or damage you suffer that is a foreseeable result of our breaking these conditions or our failing to use reasonable
care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is
obvious that it will happen or if, at the time our contract was made, both we and you knew it might happen.
21.2. 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 or for fraud or fraudulent
When we are liable for damage to your property. If defective digital content that we have supplied damages a device or digital
content belonging to you, we will either repair the damage or pay you compensation. However, we will not be liable for damage that
you could have avoided by following our advice to apply an update offered to you free of charge or for damage that was caused by you
failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.
22. We don't compensate you for all losses caused by us or our products
22.1. We're responsible for losses you suffer caused by us breaking this contract unless the loss is:
(a) Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
(b) Caused by a delaying event outside our control. As long as we have taken the steps set out in these conditions we’re not responsible for delays outside our control.
(c) Caused by software owned by a third party. We are not responsible for losses caused by any elements of the Software that are owned by a person or organisation other than Extend Robotics (including any software that is ‘open-source software’ as defined by the Open Source Initiative https://opensource.org/osd).
(d) Avoidable. Something you could have avoided by taking reasonable action. For example, damage to your own digital content or device, which was caused by digital content we supplied and which you could have avoided by following our advice to apply a free update or by correctly following the installation instructions or having the minimum system requirements advised by us.
(e) A business loss. You are not permitted to use our products and services for the purposes of your trade, business, craft or profession. However, if you do so, then, without limiting our rights against you, we shall not be liable for any loss you suffer in connection with your trade, business craft or profession.
22.2. You acknowledge that our products (including our Software) have not been developed to meet your individual requirements, and that it is therefore your responsibility to ensure that the facilities and functions of our products as described on our website and in the
Documentation meet your requirements.
23. We use your personal data as set out in our Privacy Notice
How we use any personal data you give us is set out in our Privacy Notice.
24. You have several options for resolving disputes with us
(a) Our complaints policy. Our Customer Service Team: firstname.lastname@example.org will do their best to resolve any problems you have with us or our products as per our Complaints policy: email@example.com .
(b) You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the
English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the
country you live in. We can claim against you in the courts of the country you live in.
25. Other important terms apply to our contract
(a) We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll tell
you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract. If you're unhappy with the transfer you can contact our Customer Service Team firstname.lastname@example.org to end the contract within 14 days of us telling you about it and we will refund you any payments you've made in advance for products not provided.
(b) You can only transfer your contract with us to someone else if we agree to this. We may not agree if the person you wish to transfer your contract to is under 18. We can require you and/or the new owner to prove you transferred the product to them.
(c) Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
(d) If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
(e) Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.