Our terms

1.These terms

1.1What these terms cover. These are the terms and conditions on which we supply products to you.

1.2Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.

2.Information about us and how to contact us

2.1Who we are. We are Impli Limited a company registered in England and Wales. Our company registration number is 11941764 and our registered office is at 7th Floor Riverbank House Putney Bridge Approach, London, SW6 3BQ.

2.2How to contact us. You can contact us by telephoning our customer service team at +44 (0)20 3290 7704  or by writing to us at info@impli.org.

2.3How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

2.4"Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.

3.Our contract with you

3.1How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.

3.2If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.

3.3Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

3.4Where we sell. Our Implant Products are only sold in the UK. Please refer to our website or contact us for more information about the locations of our implant stations. Our other products are available for sale outside of the UK, provided we are able to deliver to your address. If we are unable to deliver to your address we will let you know during the order process, or otherwise contact you afterwards to cancel your order or re-arrange an alternative option.

4.Our products

4.1Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.

4.2Product packaging may vary. The packaging of the product may vary from that shown in images on our website.

5.Your rights to make changes

If you wish to make a change to the product you have ordered, please 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 of supply 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. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract.

6.Our rights to make changes

6.1Minor changes to the products. We may change the product:

(a)to reflect changes in relevant laws and regulatory requirements; and

(b)to implement minor technical adjustments and improvements.

These changes will not affect your use of the product.

7.Additional provisions relating to our implants

7.1Implant Products. For the purpose of these terms and conditions, “Implant Products” shall mean any product sold by us which is designed to be physically implanted under the user’s skin, including but not limited to the ImpliCaspian and any subsequent versions and variations of the same.

7.2Additional terms. Your use and implantation of our Implant Products will be subject to any supplementary terms and conditions which are stated to apply from time to time, in addition to these terms and conditions, including but not limited to:

(a)our privacy policy setting out the storage and processing of your personal data arising out of or in connection with your use of the product and/or our related mobile application;

(b)any terms and conditions relating to that mobile application and/or other software applications which work in conjunction with the product; and

(c)any terms and conditions relating to the actual implanting of the Implant Product, as stipulated by the third party registered medical professional who will carry out the implanting process.

8.Providing the products

8.1Delivery costs. The costs of delivery will be as displayed to you on our website.

8.2When we will provide the products.

(a)Our Implant Products. After you complete the order process, we will email you with a token number and further information setting out the process through which you can book an appointment with a third party registered medical professional who will implant the device at one of our approved implant stations. Please refer to our website or contact us for more information about the locations of our implant stations.  

(b)All other products. During the order process we will let you know when we will provide the products to you.

8.3We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

8.4If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we (or a third-party carrier making the delivery on our behalf) will leave you a note or otherwise contact you informing you of how to rearrange delivery or collect the products from a local depot.

8.5If you do not re-arrange delivery. If, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.

8.6When you become responsible for the goods. A product will be your responsibility from the time we deliver the product to the address you gave us.

8.7When you own goods. You own a product once we have received payment in full.

8.8What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you. If so, this will have been stated in the description of the products on our website or otherwise during the order process. We may contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may end the contract and cancel your order. We will not be responsible for supplying the products 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.

9.How to cancel your order

9.1Tell us you want to cancel your order. To cancel your order, please let us know by calling customer services on +44 (0)20 3290 7704 or email us at info@impli.org. Please provide your name, home address, details of the order and, where available, your phone number and email address.

9.2Returns. If you change your mind about your order and would like to return any of the goods received, you will be entitled to a full exchange or refund, provided you notify us within 14 days of receipt of the goods, and that the goods are in resaleable condition. If you are exercising your right to change your mind, you must return the goods within 14 days of telling us you wish to end the contract. For the avoidance of doubt, if you change your mind about an Implant Product after it has been implanted, you will not be entitled to a refund (unless you are rejecting the product because it is faulty or misdescribed, in which case you may be entitled to a refund in certain circumstances) however we do offer a free removal service. Please contact us for more information about removing any of our Implant Products.

9.3When we will pay the costs of return. We will pay the costs of return:

(a)if the products are faulty or misdescribed; or

(b)if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.

In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

9.4How we will refund you.  We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

9.5Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:

(a)We may reduce your refund of the price to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

(b)The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.

9.6When your refund will be made. We will make any refunds due to you as soon as possible.  If you are exercising your right to change your mind then your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.

10.If there is a problem with the product

10.1How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our customer service team at +44 (0)20 3290 7704  or write to us at info@impli.org.

10.2Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. If the products do not conform with the terms of this contract, or they were misdescribed or are faulty, you may be entitled to a refund or exchange.

10.3Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection.

11.Price and payment

11.1Where to find the price for the product. The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However please see clause 11.3 for what happens if we discover an error in the price of the product you order.

11.2We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

11.3What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order.

11.4When you must pay and how you must pay. We accept payment by credit, debit or PayPal. You must pay for the products at the time of ordering.

12.Our responsibility for loss or damage suffered by you

12.1We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

12.2We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products including the right to receive products which are: as described and match information we provided to you; of satisfactory quality; fit for any particular purpose made known to us; supplied with reasonable skill and care; and for defective products under the Consumer Protection Act 1987.

12.3Loss or damage caused by third-party contractors. We are not responsible for any loss or damage caused by any third parties who may provide services in connection with our supply of products to you, including but not limited to the provision of implantation services provided by third party medical professionals at our approved implant stations.

12.4We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

13.How we may use your personal information

How we may use your personal information. We will only use your personal information in accordance with our privacy policy.

14.Other important terms

14.1We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

14.2You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

14.3Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.

14.4If a court finds any part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

14.5Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.

14.6Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.