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    Ability Matters Direct terms and conditions

    Terms & Conditions

    Welcome to Ability Matters Direct: a trading division of Ortho Europe Ltd. If you continue to browse and use this website, you are agreeing to comply with, and be bound by, the following terms and conditions of use, which, together with our privacy policy, govern Ability Matters Direct’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.

    The term ‘Ability Matters Direct’ or ‘us’ or ‘we’ refers to the owner of the website – Ortho Europe Ltd, a company registered in England and Wales No. 02432148, VAT No. GB 792 4033 28. Registered office: Ability House, Nuffield Way, Oxfordshire, OX14 1RL, a part of Ability Matters Group Ltd. The term ‘you’ refers to the user or viewer of our website.

    The use of this website is subject to the following terms of use:
    The content of the pages of this website is for your general information and use only. It is subject to change without notice.
    This website uses cookies to monitor browsing preferences. If you do allow cookies to be used, the following personal information may be stored by us for use by third parties.

    Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness, or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors, and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.

    Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.

    This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions. All trade marks reproduced in this website which are not the property of, or licensed to, the operator are acknowledged on the website.

    Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence. From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).

    Prices terms and conditions:
    Pricing and availability information is subject to change without notice. All prices are quoted in UK pounds sterling but Euro prices can be shown by clicking the Irish flag on the top of the page. All prices are inclusive of VAT but do not include delivery charges. Some children’s shoes are zero-rated for VAT purposes. Prices of products displayed in and ordered through the website may differ from prices in our stores.

    Processing of orders:
    We will send order acknowledgement to your designated email address after we receive an order from you. This email is a confirmation and receipt of your order and we will not charge your payment card until we have processed and despatched the order. You will receive another email confirming the despatched of your order and then your payment card is charged. If after we have confirmed your order, for some unforeseen reason we cannot complete the order, we will cancel it, in full or in part, and advise you by email, text or phone call, and refund when necessary.

    Product review:
    There is an option for you to leave a review of a product on its specific product page. We will review it and publish product reviews within 4-5 working days of posting. Where a review indicates a problem with a product we will contact a customer directly. If we choose not to post a review we will contact the customer via their Ability Matters Direct account to explain why. We reserve the right to edit or delete illegal or inappropriate content. We will not change a rating once set by a customer. We reserve the right to use customer reviews (in full or part) in our marketing materials. These may include in-store, on-line, email and direct mail marketing.

    We are a member of The Retail Ombudsman:
    We pride ourselves on giving excellent customer satisfaction. Wherever possible, a complaint is best resolved by the person responsible for the issue of the complaint. All complaints will be acknowledged by the person handling the complaint, and the complainant will be kept informed as to the status of their complaint and when they can expect to receive a reply. On receipt of a complaint, a full record will be kept of any telephone conversations or written communications. Ideally, we aim to resolve complaints within a timescale of seven working days. If this is not possible because a full investigation has not yet been completed, a progress report will be sent to the complainant. If we, (Ability Matters Direct), are unable to resolve a complaint that you make within eight weeks, you can take your complaint to The Retail Ombudsman. This is an independent organisation specialising in providing an alternative dispute resolution service for consumers and retailers.

    As a member of the organisation, we are bound by their code of practice, and they can be contacted via:

    Website: www.theretailombudsman.org.uk

    Email: enquiries@theretailombudsman.org.uk

    Tel: 02031 3782 68

    ODR (online dispute resolution) Platform: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=EN

    Password and security:
    You are responsible for maintaining the confidentiality of your password and account should you use this site. You are also responsible for ensuring that unauthorised access to your account is prohibited and make sure to take all necessary steps so that your information is kept confidential to you. If you have reason to believe that this may have been compromised, please contact us immediately.

    Governing law and jurisdiction:
    Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.

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