Terminology

This contract describes the working arrangement between Henry Benbow Ltd and our customers. Please read this contract carefully before ordering work from us.

Ordering and controlling work

Placing an order: Orders for work will only be accepted in the form of an email sent to us, containing a complete description of the work required and the expected completion date. The email must be sent from an authorized purchasing authority within the customer's organization. It is the customer’s responsibility to ensure that the person placing the order has the necessary authority.

Confirmation of order: Upon receipt of the order, we will send an email confirmation to the customer, acknowledging the order and outlining the agreed scope of work, expected completion date, and any other relevant details. Work will not commence until this confirmation has been sent.

Cancellation of work: The customer can request that all unfinished work be stopped at any time by email or telephone. Upon receipt of this request, we will confirm the termination in writing via email, and all work will be halted immediately. The customer will be charged only for work completed up to the time of the receipt of the cancellation.

Changes to work orders: Any changes to the scope, specifications, or timelines of the work must be communicated in writing via email by the purchasing authority. We will confirm the acceptance of these changes in writing before proceeding.

Location of work: All work is conducted at our office, which is based in Salisbury, UK. We do not perform work at the customer's site, except for pre-arranged meetings and instructional sessions, which will be scheduled in advance.

Payment Terms

Invoices are sent periodically or at the completion of a distinct unit of work.

Invoices will include a date when payment is due, which unless otherwise agreed, is 10 working days.

We accept payment by bank transaction, cheques and PayPal. We cannot accept cash.

Confidentiality, privacy and customer data

Data handling: We do not share, sell, or pass any customer data to any individual or organization outside of Henry Benbow Ltd without the customer's explicit consent, except where required by law or for the purpose of providing the agreed-upon services.

Data deletion: Upon the customer's request, we will promptly delete all data that we store, with the exception of accounting records which we are legally obligated to retain for 7 years for tax and compliance purposes.

Data security: We employ industry-standard security measures to protect customer data from unauthorized access, alteration, disclosure, or destruction.

Customer rights: Customers have the right to access, correct, or update their personal data at any time by contacting us in writing via email.

Third-party services: In cases where third-party services are used (e.g., payment processors, cloud storage), we ensure that these third parties comply with strict confidentiality and data protection standards.

Breach notification: In the unlikely event of a data breach, we will notify affected customers within 3 business days of becoming aware of the breach, outlining the nature and extent of the breach and the steps we are taking to address it.

Compliance: Our data handling procedures comply with the GDPR framework for the collection and processing of personal information.

Communication Policy

Accepted communication channels: Our official communication channels are limited to email, telephone, and in-person meetings. These channels ensure clear and documented communication between us and our customers. We do not discuss work-related matters over social media platforms or messaging applications (e.g., WhatsApp, Facebook Messenger, etc.), and any messages sent via these platforms will not be considered official communication.

Response times: We aim to respond to all emails and telephone inquiries within 2 business days. For urgent matters, please indicate this in your communication, and we will do our best to address it promptly.

Record keeping: For the purpose of accuracy and record-keeping, all important instructions, changes to work scope, approvals, or cancellations must be confirmed in writing via email. Verbal agreements or instructions are not considered binding unless followed up with written confirmation.

Meetings and in-person communication: In-person meetings can be scheduled upon request and should be arranged in advance. Any outcomes or decisions made during these meetings will be summarized in writing via email to ensure clarity and mutual understanding.

Working hours: Our working hours are 9am to 6pm, Monday to Friday, with the exception of bank holidays.

Dispute resolution

Notification of issues: We strive to deliver high-quality work that meets your expectations. However, if you are not satisfied with our work, please notify us in writing via email as soon as possible, providing details of the issue. We will acknowledge your notification within 5 working days and will make every effort to resolve the matter promptly and amicably.

Resolution meetings: If necessary, resolution discussions can be held at the customer’s site or at a mutually agreed-upon venue. We will work together to arrange a convenient time and place.

Escalation to arbitration: In the event that a resolution cannot be reached through direct discussions, both parties agree to attempt mediation before pursuing legal action. Mediation will be conducted by a neutral third party, with costs shared equally between both parties.

Legal proceedings: Any dispute that cannot be resolved through mediation or other means shall be subject to arbitration by the courts of the United Kingdom. By entering into this agreement, you consent to the exclusive jurisdiction and venue of the UK courts for any legal proceedings.

Governing law: This agreement shall be governed by and construed in accordance with the laws of the United Kingdom.

Changes to this working contract

Customers with work in progress will be informed of changes to this working contract within 3 business days.