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Terms and conditions

These terms and conditions and The Consumer Protection (Distant Selling) Regulations 2000 apply to all purchases of goods and/or services from Buckinghamshire County Council, County Hall, Walton Street, Aylesbury, Buckinghamshire HP20 1UA (the Council).

Specific terms relating to licences are detailed at the end of this page.

1 Terms

1.1 When you purchase goods and/or services online from the Council you agree to be bound by these online terms and conditions.

1.2 The online terms and conditions do not affect your statutory rights as a consumer. Find out more from GOV.UK.

1.3 The Council may change these terms and conditions at any time. Any such changes will take effect when posted on the website and it is your responsibility to read these terms and conditions on each occasion you use this website.

2 Service availability

2.1 The Council’s website is for use by United Kingdom and overseas residents. However, goods and/or services marked as ‘residents only’ will only be supplied to residents living within Buckinghamshire.

2.2 Goods and/or services ordered from the Council’s website for delivery outside the United Kingdom may be subject to import duties and taxes or handling charges which are levied when the delivery reaches the country of destination. The Council does not have any control over these charges and cannot predict their amount. Payment of any such charges, taxes or import duties will be your responsibility and you must comply with the applicable laws and regulations held within the destination country. Please check with your local customs office for further information prior to placing your order.

3 The contract

3 Your order constitutes an offer to the Council to buy goods and/or services. All orders are subject to acceptance by the Council and such acceptance will be by way of email. An order or an acceptance of a quotation made by the customer will be deemed to be acceptance and agreement to the terms of the SLA and these Conditions. The contract between you and the Council will only be formed once you have been sent the order acceptance confirmation.

4 Access

4.1 You are asked to comply with the registration process located at the basket checkout.

5 Fraud

5.1 The Council reserves the right to take legal action against any person(s) committing or attempting to commit online fraud.

6 Price and payment

6.1 The price of any products will be as quoted on our site, except in cases of obvious error.

6.2 Prices include VAT (where applicable).

6.3 It is always possible that, despite our best efforts, some of the products listed on our site may be incorrectly priced. We will normally verify prices as part of our despatch procedure. Where a product's correct price is less than our stated price, we will charge the lower amount when despatching the product to you. If a product's correct price is higher than the price stated on our site, we will normally, at our discretion, either contact you for instructions before despatch, or reject your order and notify you of such rejection.
We are under no obligation to provide the product to you at the incorrect (lower) price, even after we have sent you an Order Confirmation, if the pricing error is obvious and unmistakeable and could have reasonably been recognised by you as a mis-pricing.

6.4 If you are purchasing from outside the United Kingdom you will be charged in your own currency and the banks will perform the currency conversion into pounds sterling.

6.5 Confirmation of your payment will be displayed on screen once it has been authorised and accepted. You will also receive confirmation of the transaction to the email address you have provided.

6.a Rolling contracts

6a.1 For some services rolling contracts will apply. Please refer to the individual service's SLA documentation to see if this applies.

7 Delivery

7.1 Your order will be fulfilled within 28 days of the date of purchase unless otherwise specified.

8 Refunds and cancellations

8.1 Where we are unable to supply the goods and/or services you have ordered for any reason, we will issue you with a refund within 30 days of your order, by crediting the card with which you paid for your order.

8.2 If the goods we deliver to you are not what you ordered or are damaged or defective in any way, please let us know as soon as you can. We will then either (at your request) refund you the amount paid for the goods, or replace the goods you received with goods the ones you ordered.

8.3 You are entitled to cancel your order (by letter, fax or email only) within 8 working days of receipt of the goods and/or services unless:

  1. The goods and/or services you have purchased have been personalised for you (eg birth certificate)
  2. You have purchased audio/video recordings which have been unsealed
  3. You have purchased newspapers, periodicals or magazines. You must take reasonable care of the goods while they are in your possession.

8.4 If you cancel your order, you are responsible for arranging and paying for the return of the goods to us. We will refund the money you paid for the goods and/or services within 30 days of notice from you that you have cancelled your order.

8.5 If you accept the commencement of services within the 8 working day cancellation period, you are not entitled to cancel the service.

8a School Transport bus pass refunds

Refunds will be given in the following circumstances:

8a.1 If, having bought a student ticket, your child doesn't secure a school place for which transport was being arranged

8a.2 As a consequence of a change of parental home address

8a.3 Where we are unable to supply the transport service paid for.

9 Data protection policy

9.1 The Council does not hold customer credit or debit card details on its website or any of its data systems. All credit or debit card details are managed by the Council’s payment service provider Netbanx.com who is compliant with the payment industry’s highest standards for data protection and transaction security.

9.2 Any personal data collated through the Council’s website will only be used to process your order and for statistic analysis to continually improve the website and business process performance. Personal data will be processed in compliance with the principles of the Data Protection Act 1998.

9.3 Click here for further details about Buckinghamshire County Councils responsibility for your data

10 Law

10.1 These online terms and conditions shall be governed by and construed in accordance with the laws of England and Wales and any disputes will be decided by the Courts of England and Wales.

11 Complaints and disputes

11.1 If there is an occasion where an issue has not been resolved to your satisfaction you may wish to contact customer services regarding your complaint. See contact details below.

11.2 Complaints will be dealt with in adherence to the Council’s complaints policy.

12 Contact details

Contact details

Registered VAT number: GB195 4663 25

Online licence applications

Extra terms and conditions for licences are explained in the downloads.

Tacit consent

License applications subject to tacit consent are automatically approved if we do not respond to your application within the timescale stated in the relevant terms and conditions.

Licenses applications not subject to tacit consent require a response from us before they are approved. If you have not heard back from us within the stated timescale, you will need to contact us.

If we have not received the necessary paperwork to approve the licence within the given time period, tacit consent will only apply if there is proof of postage or proof that the information was submitted electronically.

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