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WHERE TO FIND INFORMATION ABOUT US AND OUR PRODUCTS

You can find everything you need to know about us, Hardscape Surfaces Limited, and our products on our website before you order. We also confirm the key information to you in writing after you order by email.

WHEN YOU BUY FROM US YOU ARE AGREEING THAT:

  • We only accept orders when we’ve checked them.
  • Sometimes we reject orders.
  • We pass on some increases in VAT.
  • We’re not responsible for delays outside our control.
  • Products can vary slightly from their pictures.
  • Your right to make changes.
  • We charge you if you don’t give us information we need.
  • You have a legal right to change your mind.
  • You have rights if there is something wrong with your product.
  • We can change products and these terms.
  • We can suspend supply (and you have rights if we do).
  • We can withdraw products.
  • We can end our contract with you.
  • We don’t compensate you for all losses caused by us or our products.
  • We use your personal data as set out in our Privacy Notice.
  • You have several options for resolving disputes with us.
  • Other important terms apply to our contract.

OUR PRODUCTS

We provide fan stone products (products) for installation at the Club’s stadium (Site) and memento stones for delivery to you.

For installed stones:

  • The date of installation will be decided in consultation with the Club however average install times can be anywhere between 3-9 months;
  • fan stone areas will be sub-divided into a number of panels to make it easier for fans to locate their stones and also to provide an opportunity for the club to celebrate legends through the placement of a larger legend stone, which will be used to reference each fan stone panel;
  • following installation the area in which the Club installs the fan stone products will be mapped and you will be advised where your product is located with reference to the panel in which they are installed; and
  • where multiple stones are purchased requests can be made to install stones together. Whilst every will be made to accommodate such requests, this cannot be guaranteed.

For all of our products:

  • Once a purchase of a product has been made, you will receive confirmation and digital certification to confirm details of the purchase;
  • All payments are to be made online via the ecommerce platform hosted by us. Payment in full must be made at the time of order.

SOMETIMES WE REJECT ORDERS

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, there is no longer any space at the Site, where we are delivering a product you are located outside the delivery areas stated on our website or because the product was mispriced by us.

We reserve the right to cancel any order where the personalised content is not suitable for public display or in line with club values. We also reserve the right to cancel any order where the personalised content is not suitable for public display or in line with club values.

When this happens, we let you know as soon as possible and refund any sums you have paid.

WE ONLY ACCEPT ORDERS WHEN WE’VE CHECKED THEM

On placing an order you will receive an order confirmation by email. Within 14 days we will check your order to ensure the personalised inscription does not contain any inappropriate language or references, following which after 14 days your order will be deemed to be accepted and locked in for production.

WE PASS ON SOME INCREASES IN VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

WE’RE NOT RESPONSIBLE FOR DELAYS OUTSIDE OUR CONTROL

If our supply of your product is delayed by an event outside our control, then we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team via ntfc.fan-stones.co.uk/contact-us to end the contract and receive a refund for any products you have paid for, but not received.

PRODUCTS CAN VARY SLIGHTLY FROM THEIR PICTURES

A product’s true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different.

Design of the product shown is for guidance only. We reserve the right to change materials or finish as needed whilst reserving individual customisation options.

YOU’RE RESPONSIBLE FOR MAKING SURE YOUR MESSAGES ARE ACCURATE

Where you are providing content for inclusion on the products, you’re responsible for making sure the information you submit is correct.

YOUR RIGHTS TO MAKE CHANGES

If you wish to make a change to the product you have ordered, please contact our Customer Service Team via ntfc.fan-stones.co.uk/contact-us We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing for delivery or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

WE CHARGE YOU IF YOU DON’T GIVE US INFORMATION WE NEED

We charge you additional sums if you don’t give us information we’ve asked for to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products or any services late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

YOUR RIGHT TO CHANGE YOUR MIND

PLEASE READ THIS SECTION CAREFULLY

he law provides that, generally, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs within 14 days from the date of delivery of a product to you.

This is subject to some conditions, one of these is in relation to goods that are made to your specifications or are clearly personalised. The products we sell are, by their nature, made to your specification and personalised and so you will not generally have the right to change your mind after you place your order and we have commenced personalising the product.

Where you have placed any order(s) with us then, providing that we have not commenced work on personalising your product, you may cancel your order(s) within the 14 days following our accepting your order(s) and receive a full refund.

YOU HAVE RIGHTS IF THERE IS SOMETHING WRONG WITH YOUR PRODUCT

Summary of your key legal rights

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

Up to 30 days: if your goods are faulty, then you can get a refund.

Up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full
refund, in most cases.

Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

We anticipate that fan stone products that we supply will wear over time subject to the amount of traffic and the position in which they installed at the Site. We expect that:

  • products installed in the floor will remain legible for 5 years; and
  • products installed on walls will remain legible for 10 years.

This does not include damage caused by exceptional circumstances such as damage caused by heavy plant, deliberate damage caused by persons or force majeure events such as extreme weather events or riots.

If you think there is something wrong with your product, you must contact our Customer Service Team via ntfc.fan-stones.co.uk/contact-us. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that You have several options for resolving disputes with us.

WE CAN CHANGE PRODUCTS AND THESE TERMS

Changes we can always make. We can always change a product:

  • to reflect changes in relevant laws and regulatory requirements; and
  • to make minor technical adjustments and improvements. These are changes that don’t affect the nature, quality and anticipated use of the product.

Changes we can only make if we give you notice and an option to terminate. We may make more significant changes to the product or these terms, but if we do so we’ll notify you and explain the changes and their impact. You can then contact our Customer Service Team via ntfc.fan-stones.co.uk/contact-us to end the contract before the change takes effect and receive a refund for any products you’ve paid for, but not received.

WE CAN SUSPEND SUPPLY (AND YOU HAVE RIGHTS IF WE DO)

We can suspend the supply of a product. We do this to:

  • deal with technical problems or make minor technical changes;
  • update the product to reflect changes in relevant laws and regulatory requirements;
  • deal with any events beyond our reasonable control; or
  • make changes to the product (see We can change products and these terms).

If we let you know, we may adjust the price and may allow you to terminate. We may contact you in advance to tell you we’re suspending supply, unless the problem is urgent or an emergency. If we suspend supply, or tell you we’re going to suspend supply, for more than [one month[TBD][Contact details to be conformed]] you can contact our Customer Service Team via ntfc.fan-stones.co.uk/contact-us to end the contract and we’ll refund any sums you’ve paid in advance for products you won’t receive.

WE CAN WITHDRAW PRODUCTS

We can stop providing a product. We let you know at least one month in advance and we refund any sums you’ve paid in advance for products which won’t be provided.

WE CAN END OUR CONTRACT WITH YOU

We can end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:

    • you don’t make any payment to us when it’s due and you still don’t make payment within five (5) days of our reminding you that payment is due;
    • you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product, for example, in relation to customisation or specification choices;

you don’t, within a reasonable time, either allow us to deliver the product (and provide any associated services).

WE DON’T COMPENSATE YOU FOR ALL LOSSES CAUSED BY US OR OUR PRODUCTS

We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:

  • Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
  • Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We’re not responsible for delays outside our control.
  • Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
  • A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

WE USE YOUR PERSONAL DATA AS SET OUT IN OUR PRIVACY NOTICE

How we use any personal data you give us is set out in our Privacy Notice: ntfc.fan-stones.co.uk/privacy-policy/

YOU HAVE SEVERAL OPTIONS FOR RESOLVING DISPUTES WITH US

Our complaints policy. Our Customer Service Team contactable via ntfc.fan-stones.co.uk/contact-us will do their best to resolve any problems you have with us or our products.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

OTHER IMPORTANT TERMS APPLY TO OUR CONTRACT

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We’ll tell you in writing if this happens and we’ll ensure that the transfer won’t affect your rights under the contract.

You can only transfer your contract with us to someone else if we agree to this. If you transfer our guarantee (as explained in Our goodwill guarantee) to a new owner of the product, we require proof of the original purchase and proof that the contract has been transferred.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.