These terms apply if you buy from us as an individual for personal use, for example a personal domain name, website or email service. They add to our Customer Agreement and take priority over it wherever the two differ.
Key points
- You can usually cancel within 14 days of buying, for any reason.
- If you ask us to start work during those 14 days, you pay for what we have done up to the point you cancel.
- To end a monthly plan, give us at least 30 days' notice before the start of a billing month.
- To stop a yearly plan renewing, give us at least 30 days' notice before its anniversary. We remind you at least 45 days before each renewal.
- Our prices to you include VAT.
- Nothing in our terms takes away your legal rights. For advice about your rights, contact Citizens Advice.
1. Who these terms apply to
1.1 These terms apply if you are a Consumer, which means an individual buying wholly or mainly for purposes outside your trade, business, craft or profession.
1.2 If you buy for your business, including as a sole trader, freelancer or charity, you are not a Consumer and these terms do not apply. Our Customer Agreement applies instead.
1.3 Words with capital letters have the meanings given in the Customer Agreement.
2. Information we give you
2.1 Before you buy, we tell you the main features of the service, the total price including VAT, how long the contract lasts, how renewal and cancellation work and how to contact us. This information forms part of your contract.
2.2 After you buy, we send you an email confirming your order. The email includes these terms as an attachment, the details of your purchase and, where you asked us to start straight away, a record of that request and of your acknowledgement under clause 3.5.
3. Your right to cancel
3.1 You have the right to cancel your contract within 14 days without giving any reason. The 14 days start on the day after we confirm your order.
3.2 To cancel, tell us clearly that you want to cancel. You can:
- email us at support@saueglobal.com,
- use the cancellation option in your account, where available or
- use the model cancellation form at the end of these terms. You do not have to use it.
3.3 You only need to send your message before the 14 days run out.
3.4 If you ask us to start straight away. Many of our services start immediately, such as hosting, email or a domain search. If you ask us to start during the 14 days and then cancel, you must pay a proportionate amount for the service provided up to the time you tell us you are cancelling. For a domain name, the amount you pay includes the registration or transfer fee, which the registry charges when the domain is registered and which cannot be recovered.
3.5 When the right to cancel ends early. You lose the right to cancel in these cases, but only if you asked us to start straight away and confirmed you understood you would lose the right:
- services, once we have fully performed them within the 14 days and
- digital content that is not supplied on a physical medium, such as a software licence, once supply has started.
3.6 Refunds. If you cancel, we will refund what you paid, less any amount due under clause 3.4, within 14 days of you telling us. We will refund you using the same payment method you used, unless you agree otherwise. We will not charge you a fee for the refund.
3.7 Our Cancellation and Refund Policy gives more detail for each type of service.
4. Your legal rights
4.1 The Consumer Rights Act 2015 gives you rights that we cannot take away. In summary:
- services must be provided with reasonable care and skill, in line with what we told you before you bought and within a reasonable time,
- digital content must be of satisfactory quality, fit for purpose and as described and
- if something goes wrong, you can ask us to put it right. If we cannot, or do not do so in a reasonable time without significant inconvenience to you, you may be entitled to some or all of your money back.
4.2 If digital content we supply damages your device or other digital content, and this happens because we did not use reasonable care and skill, we will either repair the damage or compensate you.
4.3 For more detail, visit Citizens Advice or call its consumer helpline on 0808 223 1133.
5. Prices and payment
5.1 Prices shown to you include VAT at the current rate.
5.2 You pay in advance when you order and, for subscriptions, at the start of each billing period. We take payment through our payment provider, Stripe.
5.3 If a payment fails, we will tell you and give you at least 14 days to pay before we suspend the service. Clause 10.5 (late payment interest) and clause 10.7 (no set-off) of the Customer Agreement do not apply to you.
5.4 If we change the price of a subscription, we will tell you at least 30 days before the new price applies. If you do not want to pay the new price, you can cancel before it applies and you will not be charged it. This applies even if the notice period in clause 6 has passed.
6. Subscriptions, renewal and ending your contract
6.1 Monthly plans continue until you cancel. To cancel, give us at least 30 days' notice before the start of a billing month, in your account or by email. The plan then ends at the end of the billing month before that date. If your notice reaches us less than 30 days before the next billing month starts, that month is charged and the plan ends at the end of it. We do not refund part months, except where clause 3 or your legal rights apply.
6.2 Yearly plans renew automatically for another year on each anniversary of the date the plan started, unless you turn off renewal, or tell us, at least 30 days before that anniversary. If your notice reaches us later, the plan renews for another year and ends at the following anniversary. We will send you a reminder at least 45 days before each anniversary, telling you the renewal date, the last date for giving notice, the price and how to cancel.
6.3 Domain names renew for the same period as before unless you turn off renewal, or tell us, at least 30 days before the domain expires. We will remind you at least 45 days before the domain expires. Once a renewal is processed with the registry it cannot be reversed.
6.4 You can always give notice to end a subscription in a single step, in your account or by email to support@saueglobal.com. We will confirm the cancellation by email, including the date your subscription ends.
6.5 These clauses replace clauses 11.2, 11.3 and 11.7 of the Customer Agreement for you. They do not affect your right to cancel under clause 3. No minimum term applies to you unless we told you about it clearly before you bought and you agreed to it.
6.6 We may end your contract by giving you at least 30 days' notice, for example if we stop providing a service. We will refund any amount you have paid for the period after the contract ends.
7. Our responsibility for loss or damage
7.1 If we fail to comply with our contract with you, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care and skill. Loss or damage is foreseeable if it is obvious it will happen, or if both of us knew it might happen when the contract was made.
7.2 We do not exclude or limit our liability for:
- death or personal injury caused by our negligence,
- fraud or fraudulent misrepresentation,
- your rights under the Consumer Rights Act 2015 to require repeat performance, to a price reduction or to recover the price you paid or
- anything else that cannot be limited or excluded by law.
7.3 We only supply our services for personal use. We are not responsible to you for loss of profit, loss of business, business interruption or loss of business opportunity.
7.4 Subject to clause 7.2, our total liability to you for each contract is limited to the greater of the total price you have paid or agreed to pay us under that contract and £500.
7.5 Please keep your own copies of important data, such as website files and emails. Where we have not agreed to back up your data, we are not responsible for losses you could have avoided by keeping a copy.
7.6 Clauses 7.3, 7.5, 17.2, 17.4, 18.4, 19.3 to 19.8 and 23 of the Customer Agreement do not apply to you. Clause 29.1 of the Customer Agreement does not affect information we gave you before you bought, which forms part of your contract under clause 2.1.
8. Changes to these terms or your service
8.1 We may change these terms or the service for legal, regulatory or security reasons, or to reflect changes made by our suppliers.
8.2 If a change is significant and to your disadvantage, we will tell you at least 30 days before it takes effect. You may then end your contract before the change takes effect, and we will refund any amount you have paid for the period after the contract ends.
8.3 This clause replaces clause 26 of the Customer Agreement for you.
9. Complaints and disputes
9.1 If you are unhappy with our service, please tell us. Our Complaints Policy explains how we deal with complaints and how long it takes.
9.2 If we cannot resolve your complaint, we will tell you in writing whether we are willing to use an alternative dispute resolution provider, and give you its details.
9.3 These terms are governed by the law of England and Wales. If you live in Scotland, you can bring legal proceedings in the Scottish or English courts. If you live in Northern Ireland, you can bring legal proceedings in the Northern Irish or English courts. You also keep the protection of any mandatory consumer law where you live. This clause replaces clause 29.9 of the Customer Agreement for you.
Model cancellation form
Complete and return this form only if you want to cancel your contract.
To: Saueglobal Limited, 17 Barons Court Road, London W14 9DP. Email: support@saueglobal.com
I hereby give notice that I cancel my contract for the supply of the following service:
Service or order number:
Ordered on:
Name:
Address:
Signature (only if this form is sent on paper):
Date: