Terms and Conditions

Formation of contract and governing law

A contract between the buyer and Pivotell Ltd for the sale of our products will only exist once your order has been accepted, at which point the buyers credit card will be charged for the value of the goods despatched, plus postage. This does not affect your statutory rights.

These terms apply for all methods of payment used in relation to the goods.

The contract shall be governed and interpreted in accordance with the laws of England and Wales and the parties submit to the non-exclusive jurisdiction of the courts of England and Wales.

Your right to cancel

You may cancel the contract for any reason upon giving notice to Pivotell within 30 days of receiving the goods. If you do cancel the contract within this time any payments made by you will be refunded in full (excluding p&p). You will be required to return to Pivotell any products sent to you under any contract you have cancelled in perfect condition, unused and in their original packaging

Returns policy

If you are not satisfied with the goods you have chosen, Please ensure that you return them to us within 30 days. Pivotell will be happy to make an exchange or refund the goods providing they are returned in perfect condition and in their original packaging.

Returning the goods to Pivotell Ltd:

Please call our customer services team on 01799 550979 for a Returns Form, and send it with a copy of the invoice or delivery note and clearly state whether you would like a refund or exchange.

Pack the goods, attach the invoice or delivery note and send it back to:

Pivotell Ltd
P.O. Box 108
Saffron Walden
Essex CB11 4WX

Please obtain a receipt of postage from the Post Office when you send the parcel back. Pivotell cannot be held responsible for goods lost in transit. Postage costs will only be refunded in the case of faulty goods.

Goods purchased online can be returned at any time within 30 days from the date of despatch for an automatic repayment or exchange.

Warranty

Should any malfunction of the product arise, you should in the first instance contact Pivotell for advice. In the event that the problem cannot be resolved, Pivotell undertake to repair or replace (at Pivotell's option) the product providing that malfunction is reported within twelve (12) months from the day of delivery.

Pivotell will accept no responsibility for faults arising from misuse (for example - dropping, water damage, foreign objects).

Payment

We accept online payment in a secure environment. We accept Visa, MasterCard, Switch, Delta and Solo. Payment can also be made by phone using the cards listed above, or by cheque through the post.

All prices quoted on this website are accurate at the time of going to press and are quoted in pounds sterling. Prices are inclusive of UK sales tax (VAT) at the current rate, unless stated otherwise.

What to Do If There Is a Problem

We are committed to providing goods and services that meet high standards and comply with consumer rights. However, if you experience any issues, please let us know as soon as possible so we can resolve them promptly.

Contact Us:
Phone: 01799 550979
Email: office@pivotell.co.uk

Our Internal Complaints Process

Once we receive your complaint:

Acknowledgement – We will acknowledge your complaint within 48 hours.
Investigation – A member of our team will investigate the issue and may contact you for more information.
Response – We aim to provide a full response and agree a resolution within 7 working days.
Escalation – If you are not satisfied with the initial resolution, your complaint can be escalated to a senior team member or manager for review.

We will keep you informed throughout the process and do our best to resolve the issue promptly and fairly.

If You're Not Satisfied with the Outcome

If you are unhappy with the outcome of your complaint and have completed our internal complaints process, you may contact the British Healthcare Trades Association (BHTA) for independent mediation and, if necessary, arbitration.

BHTA Contact Details:
Suite 4.6, The Loom, 14 Gowers Walk, London E1 8PY
Tel: 020 7702 2141
Email: complaints@bhta.com
Website: www.bhta.com/complain

We also recommend reading the BHTA leaflet: ‘Get Wise to Buying Safely’.

Online Dispute Resolution

Alternatively, you can use the EU’s Online Dispute Resolution platform at:

http://ec.europa.eu/consumers/odr

Security and Privacy

Our data protection policy complies with both the Data Protection Act 1998 and the new EU General Data Protection Regulation (GDPR) which applies from 25th May 2018. The information below sets out how we handle and use your data.

1.Financial information

1.1 Purchasing Online

We do not hold any financial information about you. When entering purchasing details at checkout all online transactions are performed through the Worldpay service https://www.worldpay.com/uk), Paypal (https://www.paypal.com/uk/home) or in the case of Direct Debit payments GoCardless (https://gocardless.com/).

1.2 Purchasing by phone

If you chose to purchase from us over the phone we will take your debit or credit card details and use them to take payment using Worldpay or Paypal. Your card details will then be immediately destroyed.

1.3 Purchasing by post

If you chose to purchase from us by ordering by letter we will call you to take your debit or credit card details and use them to take payment using Worldpay or Paypal. Your card details will then be immediately destroyed.

2. Personal details

We will hold the following information about you:

Name

Address

Name of person to whom the purchase is being delivered (if different)

Delivery address

Telephone number

e-mail address

Details of the product(s) that you have purchased

This information will not be held longer than is required by law or than is required to enable us to continue to provide a service for you.

4. Who your data might be shared with

Your email address, name, and general order information may be passed to online review website Feefo.com (https://www.feefo.com/) for them to ask for your independent review of Pivotell. We hope you have been satisfied with both the service and product and will leave us good feedback.

Your data will otherwise not be provided to a third party without your express consent.

5. Your rights

You have a number of rights under GDPR. These include the right to:

• See the information that we hold about you

• Request that personal data be amended if it is inaccurate or incomplete

• Request the deletion or removal of personal data where there is no compelling reason for its continued use

• Block, restrict or object to the processing of your personal data (if applicable)

Conformity of goods

Pivotell takes every care to ensure that the description and specification of its products are correct. However, while the colour reproduction or sounds of the products viewed is a close representation, Pivotell cannot accept responsibility for any variation in colour caused by the browser software or computer system used by you.

Disclaimer

Pivotell® Automatic Pill Dispensers are aids designed to assist the user remember to take their medication. They are not suitable for everyone and assessment is very important.

Pivotell® do not accept responsibility for faults or other consequences arising from any misuse of the dispenser, for example, damage from dropping, moisture, liquids and heat, insertion of foreign objects, forced or unauthorised opening of the dispenser. As with all electronic devices, do not leave in direct sunlight. Extremes of heat or cold may cause malfunction.

It is the user’s responsibility to ensure that medication is taken as prescribed.

Pivotell Ltd, its directors or employees shall not be liable to you in the event that their dispensers are incorrectly or inappropriately filled or programmed, or for the failure of the user to take his or her medication as prescribed howsoever caused.

Pivotell Ltd, its directors, or employees shall not be liable to you by reason of any representation (unless fraudulent), or any implied warranty, condition or other term, or any duty at common law, or under the express terms of the contract, for any indirect, special or consequential loss or damage (whether for loss of profit or otherwise), costs, expenses, or other claims for compensation whatsoever (whether caused by negligence on the part of Pivotell Ltd, its directors, employees or agents or otherwise) which arise out of or in connection with the use of this website. The entire liability under or in connection with the contract shall not exceed the price of the product, except as expressly provided in these conditions. This does not affect your statutory rights.

Pivotell Ltd will not be liable to you or be deemed to be in breach of contract by reason of any delay in performing, or any failure to perform, any of our obligations in relation to the products ordered by you, if the delay or failure was due to any cause beyond our reasonable control. This does not affect your statutory rights.

Opening hours

Our standard opening hours are 9am to 5pm Monday to Thursday and 9am to 3pm on Fridays. We are not open weekends however if your request is urgent please use the Contact Us form on the website and we will do our best to respond as soon as possible.

Registered address: Danson House, Stortford Road, Clavering, Saffron Walden, Essex, CB11 4PE