Before you have redeemed your booking:
1.1 You may cancel a contract without giving any reason within fourteen days from the day after the day you receive the order confirmation provided that you have not already redeemed the purchase (i) at a Merchant or (ii) as GladdenHub Wallet Credit.
If you cancel during this period, you will receive a full refund of the price paid for the purchase.
1.2 To exercise the right to cancel a contract, you must inform us of your decision to cancel by a clear statement using the below model cancellation form or you may complete the “Contact Us” form on the Site at GladdenHub.co.uk and select “request refund” from the drop down menu.
If you fail to comply with this obligation and/or attempt to use a cancelled purchase or ticket, we may have a right of action against you for compensation.
1.3 You will not have any right to cancel a GladdenHub contract where the purchase has already been redeemed (i) at a Merchant or (ii) as GladdenHub Wallet Credit or where the purchase or ticket has passed its Expiry Date.
1.4 If you have cancelled the GladdenHub Contract in accordance with clause 1.2 above then we will refund the amount paid in full and any refund will be made within 14 days of a cancellation made in accordance with clause 1.2 by the same method originally used by you to pay for your purchase unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.
After you have redeemed your Voucher:
1.5 Subject to clause 1.9 below, where the GladdenHub Products are goods, you have a legal right to change your mind and cancel your Merchant Contract at any time up to 14 days from the day after the day you receive the Voucher Products. In this case, you will receive a full refund of the price paid for the Voucher Products including, subject to clause
1.6, any postage costs that you paid when placing your order. Any refund will be made within 14 days of receipt by us of the GladdenHub Products, or (if earlier) the day on which you supply evidence of having sent the GladdenHub Products back and by the same method originally used by you to pay for your GladdenHub Products unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.
1.6 The maximum refund for postage costs will be the costs of postage by the least expensive delivery method that was offered. For example, if we offered delivery of goods within 5 days at one cost but you choose to have the goods delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
1.7 To exercise the right to cancel a Merchant Contract in accordance with clause 1.5, you must inform the applicable Merchant of your decision to cancel the GladdenHub Contract by a clear statement. You must also return the GladdenHub Products to the address set out in the Returns Information included in your delivery, in the same condition in which you received them: you must send off the returned GladdenHub Products within 14 days of telling us you wish to end the Merchant Contract.
1.8 Returns are at your own cost and risk and the Merchant will not pay for any returns postage. You have a legal obligation to take reasonable care of any products while they are in your possession. If you fail to comply with this obligation, the applicable Merchant may have a right of action against you for compensation. Where GladdenHub Products are not suitable for posting, the applicable Merchant will arrange for them to be collected and you will have to bear the direct cost for returning the GladdenHub Products. Whilst costs will be dependent on the item and the delivery provider used by the Merchant, the cost is estimated at approximately £15 for small to medium sized items and £45 for large items.
You will not have any right to cancel a Merchant Contract where the products or services:
• have been used; or
• are audio or video recordings, video games or software and you have installed it or taken it out of the sealed packet in which it was delivered to you; or
• has been made or customised specifically for you; or
• are products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; or
• become mixed inseparably with other items after their delivery; or
• are by their nature of limited lifespan, such as flowers, fresh food and perishable goods; or
• are for a holiday which has been booked; or
• are for a ticket for an event on a named day.
Price and Delivery Charges
2.1 The price of any ticket or service and any applicable delivery charge will be as quoted on the Site from time to time (inclusive of VAT (if applicable)), except in cases of obvious error as set out in clause 2.2 below. Unless expressly stated on the Site, delivery of GladdenHub Products will only be made to addresses in the United Kingdom mainland.
2.2 It is always possible that, despite our best efforts, some of the tickets or services listed on the Site may be incorrectly priced. We are under no obligation to issue any service or product to you at the incorrect (lower) price.
2.3 For certain deals, we charge an administration fee. If an administration fee is charged, this will be indicated on the applicable Deal Page. Administration fees are calculated based on the total value of the order you are placing and not related to the price of a specific deal.
Availability and Delivery
3.1 Your order will be fulfilled by the delivery timescale set out on the Deal Page or, if no delivery date is specified, then within 30 days of the date of the Merchant Contract, unless there are exceptional circumstances. GladdenHub Products will be at your risk from the time of delivery. This means that goods will be your responsibility from the time the Merchant delivers the GladdenHub Products to the address you gave when you formed your Merchant Contract.
3.2 If you have not received your Voucher Products by the estimated delivery date, please contact the Merchant as soon as possible. Please note that neither we or the Merchant are able to investigate any claims of non-delivery over 60 days after the date that you redeemed your ticket or service with the applicable Merchant.
3.3 In some cases, delivery will only be made to the billing address provided at checkout. If the delivery address and the billing address do not match in these cases, a Merchant Contract will not be formed and a refund of the price paid will be issued. The Fine Print will make it clear if this clause 2.2 applies.
3.4 For age restricted products, delivery will only be made once we have verified your age. If we do not receive your photo identification evidencing your age as requested, a Merchant Contract will not be formed and a refund of the price paid will be issued.
4.1 A Merchant is under a legal duty to supply goods that are in conformity with the Merchant Contract. If you discover a fault with any goods please let the Merchant know promptly.
4.2 A Merchant will normally offer a repair, exchange or refund of faulty goods. In all cases, we reserve the right to inspect the goods and verify the fault.
4.3 The Merchant will pay for the costs of returning any goods that are faulty.
4.4 For detailed information please visit the Citizens Advice website www.adviceguide.org.uk.
4.5 If we are required to recall a GladdenHub product or service, we will email the email address associated with the account that was used to purchase the order.
5.1 GladdenHub Products and services will be at your risk from the time of delivery.
Complaint Handling Policy
6.1 Once you have redeemed your purchase with a Merchant, as you will have a separate contract with the Merchant to supply the Products or services, if you need help with your order or have a complaint, in the first instance your complaint should be addressed to the Merchant directly who should be able to answer any concerns that you may have.
6.2 If you have a question about the Site, how we operate, a Voucher that you have not yet redeemed or, where you have redeemed your voucher and have failed to reach a satisfactory conclusion with the Merchant in accordance with clause 6.1, you can contact us at firstname.lastname@example.org