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Contract Knowledge Centre · Customer-facing
The standard terms on which you sell to customers: what is being sold, on what basis, with what delivery, returns and complaint arrangements.
They form the contract with every customer, at scale. Terms that do not describe how the business actually operates create disputes rather than preventing them.
What each clause is for, and what to look at in the wording you have been given.
Formation of the contract
Sets when a binding order exists.
What to check: Whether an order is accepted on placement, on payment, or on dispatch.
Price and charges
States what the customer pays.
What to check: That unavoidable charges are disclosed before the customer commits.
Delivery and performance
Sets what you promise.
What to check: That the promise matches what the operation can actually deliver.
Cancellation, returns and refunds
Governs the most common dispute.
What to check: That the policy is workable, written down, and applied consistently.
Liability
Limits exposure.
What to check: That exclusions are proportionate. Terms that attempt to exclude everything invite scrutiny under the FCCPA 2018.
Complaints and dispute resolution
Provides a route before escalation.
What to check: That the route is real, staffed, and reachable.
Any one of these can have an innocent explanation. Ask for it before you sign.
When to speak to a lawyer