The regtraders.co.uk website is owned and operated by Academy Investments Ltd (also referred to in this document as “we”, “us”, “our” and “Regtraders”). We are a company registered in England. Our registered office is 92 Broad Street, Birmingham,B15 1AU. You can also contact us by email at email@example.com or by phone at 0203 457 6777
1. What this document is: You may make a copy of this document for reference. This document is called the “Terms”.
It is: Is a legally binding agreement between any user of our services (whether online or offline) (called a “User” or “you”) and us. It is the legal rules that govern our relationship; and Is accepted by you if use our website or use any of our services (including telesales services and our Internet social networking pages and channels). If you do not agree to the Terms, then you may not use our website or services. What we do: We deal in rights of entitlement to display vehicular registration marks (called “Registrations” in this document).
Note: When we use the word “own” to mean ownership of Registration, we mean the person who has primary rights at the time, subject to government authorisation. Governing law and jurisdiction: English law shall apply to these Terms and to any dispute which may arise out of, under, or in connection with these Terms or services we provide. You irrevocably agree that the English courts will have exclusive jurisdiction to settle any dispute which may arise out of, under, or in connection with these Terms or any of our services. 2. If you are buying a Registration 2.1 Sources of Registrations: This Section 2 applies when you want to “buy” a Registration for yourself or someone else. We may promote and deal in Registrations as follows: For Registrations we own ourselves, we may make these available for you to buy (by way of transfer), subject to these Terms; For Registrations which we do not own, we may broker a deal between you and the owner, for transfer of the Registration from the owner to you, subject to these Terms; and For Registrations which the government owns, we may make these available for you to buy from the government (by way of transfer), subject to these Terms.
Note: All purchases of Registrations are conditional and are subject to availability and to other conditions set out in these Terms (see for example paragraphs 2.6 and 2.7). 2.2 When a ‘contract’ is complete: A contract to transfer a Registration between us and you or between you and a seller of a Registration (where we are brokering a deal) (which we call a “Transaction”) is only complete when we send you an email confirming the Transaction is complete or, if your contact with us is by telephone, when one of our telephone operators specifically confirms to you on the telephone that the “sale” or Transaction is complete (which will only ever be at the end of (but not at the start or otherwise during) a phone call. We may also ask you to pay a deposit which is non-refundable. 2.3 Two types of supply: When you “buy” a Registration, the Registration can be transferred in 1 of 2 ways. If we agree that it is: Transferred to go onto a vehicle, you must submit (or make sure there is submitted) to us the correct documentation within 4 weeks of purchase if you require us to transfer the Registration onto that vehicle. (If that documentation is not received in time, or is incorrect in any way, we reserve the right to place the Registration onto a ‘retention document’ or a ‘certificate of entitlement’ (known collectively as “Certificates”) and (where practicable) supply the Registration in this format, recovering any costs of doing this from you); or Transferred supplied on a Certificate, you must transfer it to a vehicle by the expiry date of the Certificate. This is your responsibility. However, there are some Registrations that we cannot supply on Certificates. For these, you must supply the correct documentation (as described in paragraph 2.3.1) so that we can supply that Registration to go onto a vehicle. 2.4 Transfer time: All transfers of Registrations can take up to 12 weeks, although some can be considerably shorter. Although we do often try to give you an idea at the ‘point of sale’ of the timescale for a particular Registration transfer to be completed, this can vary due to unforeseen circumstances. Also, where we are brokering a deal between you and a seller who owns a Registration, the Registration is held by the seller (and not by us) until he transfers it, so slow action by the seller may occasionally cause delay. However, if a transfer is not able to be effected within 12 weeks of receipt by us of cleared funds and correct documentation from you, at your request, you may cancel the transaction and we will provide a full refund of all monies paid to us. 2.5 Ownership of the Registration: Any Registration in any Transaction remains our property (if we are the seller) or the property of the seller otherwise, until receipt by the seller of the final instalment of all payments for that Transaction. 2.6 All sales are subject to availability: All Registrations are promoted and “sold” subject to availability. Although we check the availability of every Registration before promoting it, a particular Registration can become unavailable for a variety of reasons. For example, for a Registration which is not owned by us, the seller may change his mind about selling after he told us to promote it(!) or we may be unable successfully to broker a deal or, for any Registration, human error may occur (although we will always use reasonable care and skill in whatever we do) or the Drivers Vehicle and Licensing Authority (“DVLA”) may have mis-listed a Registration or there may be a timing mismatch between lists they supply to us and the availability of a particular Registration. Please note that if a Registration does become unavailable, we will try and find a suitable replacement Registration or provide a refund in full (which is our exclusive liability). However, where the failure is in some way due to your fault (or that of someone acting on your behalf), we cannot accept any liability of any kind. 2.7 All sales are subject to DVLA and government approval: Please note that all Registrations and transfer of Registrations remain at all times subject to DVLA and government approval (even after you buy them!). Once the purchase of a Registration (i.e. its transfer) has been authorised by the DVLA), we disavow, and are free from, all liabilities regarding the Registration in question. Please note that the Secretary of State has rights to cancel a Registration at any time without compensation. 2.8 All sales are subject to the General Transfer Terms: All sales are subject to the ‘General Transfer Terms’ in Section 6. 2.9 Your consumer rights: Nothing in these Terms affects any of your non-excludable rights as a consumer. However, please note that the rules regarding cancellation and return under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 do not apply to a personalised product or service (such as a right to display a particular vehicle registration or number plate). Our services in respect of supply of Registrations begins immediately on formation of a contract with you to buy a Registration and cannot be cancelled. 2.10 Price fluctuations: At any time until there is a binding contract in place between you and us (or between you and a seller in some cases where we act as a broker), prices of a Registration may be subject to change without notice. However, all prices displayed by us are correct at the time they are promoted, except that although we make every effort to ensure that advertised prices are correct, we acknowledge that occasional errors can occur. If you purchase a Registration from or through us that is subsequently found to be incorrectly priced, our liability shall be limited to a full refund of any monies paid on return of the Registration (which is something you may have heard of known as “errors and omissions excepted”). 2.11 Extending Certificates: Some Certificates can be extended by us but only where we are the ‘purchaser’ or ‘grantee’ on that Certificate. If you want the Certificate to be extended and it is a Certificate that can be extended, to extend the Certificate for 12 months you must pay to us before the Certificate expires the fee which is set out on our Fees and Prices Page. 2.12 Be clear in what you are buying: It is your sole responsibility to ensure that you supply the correct details of a Registration you want to buy. This is true whether you are entering characters online or saying them over the phone. In the latter case, since many letters sound the same, you should use the standard NATO phonetic alphabet, or similar aid to clarity, when referring to the characters in a Registration. 2.13 Rules for use of promotional codes: When using one of our valid promotional codes in conjunction with your purchase, the following apply: Discounts available on selected Registrations refer only to Registrations we own and not to Registrations not owned by us (i.e. owned by a third party seller); Where an end date has been specified for a promotional code, the discount is only valid until that end date; Discounts cannot be “added up”. In other words, only one promotional code (or only one discount) can be used per buyer per Transaction; Any discounts must be claimed at the start of a negotiation. Discounts may not be claimed in addition to, or subsequent to, any negotiated reductions to advertised prices; and Subject to paragraph 2.9, subject to applicable law, we reserve the right to suspend, alter or cancel any advertised discount at any time, including prior to the advertised expiry or end date, without notice.
3. Price and payment if you are buying a Registration 3.1 Price: Once you enter a Transaction (a word which is defined in paragraph 2.2), you are liable to pay the price agreed (called the Price”). 3.2 Other amounts: (i) Some Registrations are subject to VAT. (ii) All Registrations are sold subject to Department of Transport fee. However, we will always make clear the total Price. 3.3 Payment: Any full or part payment of the Price is non-returnable (unless the transfer of the Registration cannot proceed as we set out in paragraph 2.6). Also: If part payment is taken at any point, then the balance of the Price shall be due within 7 days, unless alternative payment arrangements have been made and confirmed by us in writing. Failure to pay any balance within the time limits specified will result in the forfeit of any monies paid and the Registration will be placed back on the market; and If you make a part payment of the Price and subsequently wish to pay the balance on a credit card or a charge card, we may apply a surcharge – but only the percentage that the individual card company charges us. (We usually only charge a surcharge on amounts over the first £2000 and the surcharge is at the rate the bank charges us. We also do not usually charge this surcharge if you buy online.) In any event, our pricing will always clearly indicate when this surcharge is payable. 3.4 Cancellation charges for cancellation or overdue payments: If any scheduled payment for a Registration becomes overdue, we may cancel the Transaction by giving you written notice of cancellation. In that case, or if you cancel the Transaction, we will: Retain any deposit you have paid (which is non-refundable); In addition, charge you a cancellation fee of 20% of the total Transaction value (i.e. the Price); Retain any payments we have received from you in excess of these amounts (except if you have used our Payplan which has separate terms about this); and Place the Registration back on the market.
4. Finance if you are buying a Registration 4.1 We may offer finance on selected online Transactions (a word which is defined in paragraph 2.2), identified by the “Finance” option that appears alongside them in our search results. (Finance is not available for face-to-face Transactions. Finance is also not currently available for telephone Transactions but we may make it available in the future.) 4.2 However: Credit is provided subject to status; Our online retail finance partner is V12 Retail Finance and any contract for finance is between you and V12 Retail Finance. (Please see paragraph 4.5 for details about V12 Retail Finance.) It is V12 Retail Finance (not us) who decides whether any application is approved and you deal with them directly regarding this; To be eligible to be offered finance, you must: Be over 18 years of age; Be a UK resident, with at least 3 years’ continual address history; Be in full time employment, unless retired or a house person with a spouse or civil partner in full time employment Have a UK bank account capable of accepting direct debits;
Have the registration documentation delivered to the address where your credit/debit card is registered; and We reserve the right to decline to offer a finance option should any error cause the “Finance” option to appear alongside an ineligible Registration. 4.3 Finance stands alone: Finance may not be used in combination with any negotiation, price reduction offer, discount, code, voucher or other promotional activity that might normally reduce the price of a Registration. Finance is available only for a Transaction for a Registration at the full advertised price. 4.4 Finance payments: All monthly payments are paid by direct debit from your personal bank account. Typically the first payment will be due 1 month after the date of your finance agreement with V12 Retail Finance and subsequent monthly payments will be due every month for the length of your term, on that day of the month. 4.5 V12 Retail Finance: The consumer credit service is provided by V12 Retail Finance Limited, 20 Neptune Court, Vanguard Way, Cardiff CF24 5PJ https://www.v12retailfinance.com/ 4.6 Finance Applications: If your application is unsuccessful you can appeal this decision by contacting V12 Retail Finance Limited.
5. If you are selling a Registration 5.1 Selling a Registration: This Section 5 applies when you want to “sell” a Registration which will be bought by a Buyer, where a “Buyer” means either the person paying for the Registration or the person who will be the new owner of the Registration (for example if the person paying buys it as a present for someone else). 5.2 What we do: If you want to sell a Registration we might do 1 of 2 things (each a “Sale Transaction”): We might buy your Registration ourselves so that we are the Buyer, where the contract with us is complete once you agree with us the price you will sell it to us at (called the “Actual Selling Price”); or We might try and find a Buyer for your Registration, acting (on our own behalf) as a deal-broker. In this case, you tell us the minimum price you would be happy to accept for your Registration (called the “Minimum Price”). (During a negotiation that we broker, you may raise or lower your Minimum Price.) We then enter into a conditional contract with you that you must sell us your Registration for onward transfer to the Buyer if (and only if): That Buyer is willing to pay a sum so that you end up with at least the Minimum Price (the actual price which the Buyer agrees to pay to us being the “Actual Buying Price” and the actual price we convey to you that you accept as being the price you will sell your Registration at being the “Actual Selling Price”) (called “Condition 2”); and that Buyer pays to us the Actual Buying Price and supplies all necessary documentation (called “Condition 3”). Notes: As we are a deal-broker, we have no obligation to maximise the Actual Selling Price. As a deal broker, we make money on the spread between the Actual Buying Price and the Actual Selling Price. If the transfer is not to take place due to failure of Condition 3, we shall not be liable for any payment to you. However, in this case, with your permission, we will re-advertise your Registration for sale. Once the Conditions above have all been fulfilled, if you fail to transfer the Registration without good reason, we may pursue a legal action against you for breach of contract. (We may determine what a “good reason” is at our sole discretion.) 5.3 Conveying an offer and your obligation to sell: When we put to you an offer from a potential Buyer which is at your Minimum Price or above, any verbal or written acceptance of that offer by you is a setting by you of the Actual Selling Price and Condition 1 and Condition 2 will have been fulfilled. At this point, you are legally bound to sell your Registration provided Condition 3 is fulfilled. However, once Condition 1 and Condition 2 have been fulfilled, you may no longer legally withdraw from the obligation to sell unless we tell you that Condition 3 will not be fulfilled. (Please note that we record telephone calls to preserve evidence of verbal acceptances of an offer which may be used in legal proceedings â€“ see paragraph 16.9.) 5.4 Transfer of your Registration to the Buyer: We will always send you a confirmation letter of the Sale Transaction together with a form of Power of Attorney. On receipt of that confirmation letter, you must follow whichever of the following courses of action is applicable: If the Registration being sold is held on a Certificate, you must send to us as soon as possible (and always within 7 days of the confirmation letter): That Certificate (which must be current and must not have expired); and The completed and witnessed Power of Attorney form; or If the Registration is currently assigned to a vehicle, you must send to us as soon as possible (and always within 7 days of the confirmation letter): The original vehicle V5C Registration Document (also known as the ‘log book’) â€“ note: this must be the original and NOT a copy; A copy of the vehicle’s current road fund license disc (also known as the ‘tax disc’) unless the vehicle has been declared SORN (i.e. Statutory Off-Road Notification) with the DVLA. (If SORN is declared after road tax has expired, or if SORN, which is valid for 12 months, has expired, then you must tax the vehicle in order to proceed with transfer of the Registration); The completed and witnessed Power of Attorney form; and If the vehicle requires a new MOT certificate showing the vehicle’s new Registration then you must also send the original current MOT certificate. 5.5 Payment to you: We shall make payment to you of the Actual Selling Price on ‘completion’ of the transfer of the Registration. “Completion” is defined as follows: Completion of Certificate-to-vehicle transfers is when we have received the Buyer’s new tax disc and, where applicable, MOT certificate, each showing the transferred Registration; Completion of vehicle-to-vehicle transfers is when we have received a copy of your new V5C document; Completion of vehicle-to-Certificate transfers is when we have received the new V778 from the DVLA showing us as the grantee; and Completion of Certificate-to-Certificate transfers is when we have received the new V778/V750 from the DVLA with the relevant nominee added and our address added as grantee. 5.6 Form of Payment: We will usually make any payment to you by cheque. However in certain cases we may agree to make payment by standard bank transfer directly to the account nominated by you. We reserve the right to pass on any relevant bank charges. Any bank transfer is always subject to standard banking conditions. It is your responsibility to give us correct bank details. We accept no liability for payments that are lost because we were given incorrect bank details. 5.7 All sales are subject to the General Transfer Terms: All sales are subject to the ‘General Transfer Terms’ in Section 6. 5.8 Auctions: If you are selling a Registration through our Regtraders Auction service please see Section 9 which takes precedence over anything to the contrary in this Section.
6. General Transfer Terms 6.1 Department for Transport rules: It is illegal to display a Registration before its transfer has been completed by the Department for Transport. 6.2 Changing a vehicle’s ‘age’ through the Registration: A vehicle may not appear younger than it is by changing the Registration. (For example, putting an ‘R’ prefix registration on a ‘P’ prefix vehicle would make the vehicle appear younger and is not allowed. However, any prefix registration from “A” to “P” may be put on a “P” prefix vehicle.) 6.3 Registrations on vehicles: Vehicles to which Registrations are to be transferred must be taxed and have valid MOT or GVT (Goods Vehicle Test) certificates where applicable. 6.4 Registration on Certificates: For Registrations on Certificates, the following rules apply: For Registrations transferred on a Certificate to a recipient, we will usually be the ‘grantee’ or the ‘original purchaser’ on the Certificate and that recipient will be the ‘nominee’. Changes must be made though us. The registered keeper will assume control over that Registration when it is assigned to a vehicle. Where someone other than us is shown as ‘grantee’ or ‘original purchaser’ we will have Power of Attorney to act on their behalf. On these occasions we will supply the Certificate with a Power of Attorney giving us authority to sign for changes to the Certificate. The recipient will need to supply the Power of Attorney with the Certificate to the DVLA together with all vehicle documents when assigning the Registration to a vehicle. For amendments to the certificate (e.g. name changes or extensions) the charges are set out on our Fees and Prices Page Certificates will be valid for a maximum of 12 months. After this, they need to be extended by the DVLA (usually through us as grantee).
7. Our ‘Price Match Policy’ Service When you are looking to buy a Registration, before a Transaction we will use reasonable endeavours to try to match or beat any price quoted by another independent dealer for an identical or similar Registration (our “Price Match Policy” service). Our Price Match Policy will not be applied: Retrospectively once a Transaction has been entered into; or Where we would be unable to do so without pecuniary loss.
8. The New Registration Release Service New releases of Registrations occur at various times as announced by the issuing authority. We offer a service whereby at your request and on payment of the relevant fee, we will try to buy a Registration on your behalf on the relevant day of release. As with all UK vehicle registrations, a new-release Registration can only be assigned to a vehicle registered in or after the period indicated by the Registration’s year identifier code. Alternatively, new-release registrations may be held on a Certificate ready for later transfer to a suitable vehicle. In the unlikely event that we are unable to secure a new-release Registration on your behalf, we will refund any of the Price you have paid, within 48 hours of the release date of the Registration in question. All new releases are subject to the ‘General Transfer Terms’ in Section 6.
9. The External/Third Party Auctions Service 9.1 Our attendance at auctions on your behalf: We offer a service where upon request, and at our discretion, we may attempt to secure Registrations on your behalf at a third-party auction (including DVLA auctions), that we may attend. This Section 10 applies to that service. 9.2 Establishment of the price you will pay: If we are successful at auction in acquiring a Registration you have asked us to bid on, the price you pay to us can be established in one of several ways (and we call that price the “Established Price”): Before the auction we will estimate the price at which we believe the Registration in question will sell at. If you accept this estimate, this price shall be the price you will pay if we successfully acquire the Registration at auction. Instead, you may select a bid as your maximum bid, which will be the price you will pay if we successfully acquire the Registration at auction. (We will attempt to secure the Registration at or below your maximum bid price provided there is, in our opinion, a realistic prospect of success â€“ but we may decline to act on your behalf should we consider your proposed maximum bid unrealistic.)
Note: Auctions usually charge fees in addition to the sale price of a lot. Therefore, when deciding the likelihood of success for an Established Price, we will calculate the value of your proposed bid minus the estimated auction fees. This will allow us to assess the sale price that the bid would accommodate. You should allow for fees when judging how much you wish to bid. Consequence of establishment of the price you will pay: Once we have established the price you will pay, subject to these Terms, you agree that you will purchase the Registration at that agreed price if we successfully acquire the Registration at auction. Payment: Upon acceptance by you of the Established Price, you shall immediately pay to us a part payment of 25% of the Established Price. (This part payment is not a deposit but is a part payment.) If we successfully acquire the Registration in question then the balance of the agreed price becomes payable by you within 7 days of that acquisition. If we do not successfully acquire the Registration in question, then any part payment you have made will be repaid to you in its entirety (which shall be the whole of our obligation and liability to you). VAT: Where applicable, VAT and a transfer fee will be payable in addition to the Established Price. No guarantee of success: We can give no guarantee that we will be successful in any attempt to acquire at auction any Registration in question at the agreed price. You accept that should the sale price of the Registration in question reach a sum higher than the Established Price, then we will cease bidding on your behalf and the Registration will go to the highest bidder as per the terms and conditions of the auction in question. Your consumer rights: Nothing in these Terms affects any of your non-excludable rights as a consumer. However, please note that the rules regarding cancellation and return under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 do not apply to a contract under this Section 10 as a particular Registration is a personalised product or service. Also, our service in respect of a contract under this Section 10 begins immediately once you ask us to bid on a Registration for you.
10 Acrylic Number Plates Service 10.1 Supply of plates must be legal: You may ask us to supply acrylic number plates, which is a service we offer (the “Plate Service”). However, Registrations must be displayed correctly according to law. This means that we will not supply number plates in any shape, construction or format other than that prescribed by law. 10.2 It is illegal to display a number plate showing any registration number other than the one that has been officially transferred to the vehicle. Your number plate must display the registration shown on your V5c registration document. If you wish to display a different number, then you must acquire and officially transfer the desired registration to your vehicle before displaying it on the vehicle’s number plates. It is not possible to change a vehicle’s registration just by buying different acrylic plates: an official transfer must be completed. 10.3 Your warranty: You warrant that, in connection with the Plate Service, you shall not misrepresent, alter or wrongly space the letters or numbers on a number plate in any way. Doing so would be illegal. 10.4 For security and traceability purposes we will only send this product to the credit/debit card holder’s address. 10.5 Small print on plates: ALL number plates we supply in the Plate Service will bear “small print” as required by law. (All suppliers have to include this small print.) The small print, which appears discreetly, in small characters, at the bottom of the number plate must include the name and postcode of the supplier, the manufacturer’s registered ID code and the British Standard ‘BS’ number. This small print may not be shown on some number plate preview images that you will see on our website. This is due to difficulty in rendering very small text clearly on-screen. Even if the small print is not shown on the previews you see, it will be present on your acrylic number plates when they are supplied to you. 10.6 Your consumer rights: Nothing in these Terms affects any of your non-excludable rights as a consumer. However, please note that the rules regarding cancellation and return under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 do not apply to a contract under this Section 11 as a the creation of a particular Registration number plate is a personalised product or service. Number plate orders are submitted for manufacture immediately upon receipt and cannot be cancelled. 10.7 Order fulfillment: Although your order is placed with Regtraders.co.uk, your order will be fulfilled by our supplier partner, Number Plates Ltd.
11. Publications 11.1 How we display number plates: Sometimes, we and/or our websites and/or other publications may publish or display images showing number plates that do not conform to current legal standards. This will only occur when the image features a vehicle that actually bears a plate, or plates, that do not conform to current legal standards. In such cases, we simply depict the reality of how the plate is being displayed. We do not promote or condone the display of non-regulation number plates, and we actively advise against it. 11.2 No endorsement: We are not affiliated to the DVLA and we do not take any part in the policing and enforcement of the current legal standards for display of number plates in any way. Accordingly, we do not censor of images that may show failure on the part of the authorities to enforce those regulations. However, if we accept an image submitted for publication by someone else that depicts non-regulation number plates,that is not an endorsement of any kind by us of the display of such illegal number plates. 11.3 Submissions of contributions by you: When you submit any contribution (be it text, photographs, graphics, video, audio or otherwise) to us, either expressly for publication or as part of a competition entry or otherwise, you agree, by the act of sending your material, to the following conditions: You grant to us a non-exclusive, perpetual, royalty-free right and licence to use, reproduce, modify, adapt, publish, distribute and create derivative works from your contribution. If you do not want to grant us free use of what you send, then we request that you do not contribute items to us; By submitting your contribution to us, you warrant that your contribution: Is your own original work and/or that you have the legal right to make it available to us for the purposes of our business; Is not defamatory; and Does not infringe any law or any person’s rights.. You hereby indemnify us against from and against all claims, liabilities, proceedings, costs, damages, losses, or expenses incurred by us caused by, or in any way connected with, your breach of any applicable law or for any breach of paragraph 14.3.2. 11.4 Freelancers: Freelancers wishing to submit material to us on a possible commercial basis should contact us before submitting contributions, as all material received by us without prior discussion will be dealt with as described above.
13. Legal stuff which applies throughout these Terms 13.1 Sending documents to you: Where we say in these Terms that we will send you certain documents or forms, if you have email and you have a printer, we may instead send these by email and it is your responsibility to print these off. Once we send them by email in this way, you agree that we will have “sent” them to you. 13.2 Indemnity: You shall indemnify us against all damages, costs, charges, losses, liabilities and expenses incurred by us arising from or connected to your breach of any of these Terms. 13.3 Events outside our control: If and to the extent that we are prevented or delayed by any event outside of our reasonable control (e.g. delays or errors caused by the postal system, email, the Department of Transport, DVLA, etc.) from performing any of our obligations under these Terms or otherwise, we shall be relieved of liability for failure to perform or for delay in performing such obligations (as the case may be) but only as directly resulting from that event outside of our reasonable control. 13.4 Whole agreement: These Terms contain all the terms agreed between you and us and they supersede and exclude any prior agreement, understanding or arrangement between you and us, whether oral or in writing. No representation, undertaking or promise shall be taken to have been given or be implied from anything said or written in negotiations between you and us which contradicts or otherwise cuts across these Terms except as expressly stated in these Terms. No person shall have any remedy in respect of any untrue statement made by us upon which that person relied in entering into any contract with us incorporating any of these Terms (unless such untrue statement was made fraudulently) and that person’s only remedies shall be for breach of contract as provided in these Terms. 13.5 Severability: Should a court decide that any part of these Terms is invalid and/or cannot be enforced, that particular element of these Terms will not apply, but the rest of these Terms will remain in force. 13.6 No waiver: No waiver by us of any violation or default in performance of the provisions of any of these Terms by any person shall be deemed a waiver of such provisions or of our right to later enforce such provisions. 13.7 Survival: Those provisions of the Terms that either are expressed to survive their termination, or from their nature or context it is contemplated that they are to survive such termination, shall survive termination of the Terms. 13.8 No third party rights: Nothing in the Terms or otherwise shall be enforceable (under the Contracts (Rights of Third Parties) Act 1999 or otherwise) by a third party. 13.9 Telephone calls: Calls may be monitored for training and to provide evidence in the case of dispute. 13.10 Interpretation: In these Terms: The headings to clauses of these Terms (and summary words at the start of each clause) are for convenience and reference only and do not form a part of these Terms and shall not in any way affect the interpretation. References to the singular includes the plural and vice versa; and any gender includes all other genders (as applicable); References to “include” and “including” shall be deemed to mean respectively “include(s) without limitation” and “including without limitation” and References to “person” or “persons” shall include partnerships, bodies corporate and unincorporated associations of persons and vice versa. (including, for the avoidance of doubt, persons, individuals, companies, firms, governments, states, regional or local authorities, agencies of a state, joint ventures, trusts, charities, societies, funds, associations (whether or not having separate legal personality and whether incorporated or not)). 13.11 Complaints procedure:We operate an internal complaints procedure (via the ‘Contact Us’ link on our homepage). You can contact us at our registered office which is at 92 Broad Street, Birmingham, B15 1AU. You can also contact us by email at firstname.lastname@example.org or by phone at 0203 457 6777. We also comply with a independent Codes of Practice. As members of the MIRAD, we can offer the use of an Independent Conciliation and Arbitration process.