TERMS OF SERVICE

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OVERVIEW

www.gloriacycling.com (herein referred to as "our website") is operated by The Local Cyclist Ltd. Throughout the site, the terms “we”, “us” and “our” refer to The Local Cyclist Ltd.The Local Cyclist Ltd offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Our store is hosted with Citrus-Lime Ltd. They provide us with the Cloud POS and integrated E-commerce platform that allows us to sell our products and services to you.

SECTION 1 - ONLINE STORE TERMS

By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).

You must not transmit any worms or viruses or any code of a destructive nature.

A breach or violation of any of the Terms will result in an immediate termination of your Services.

SECTION 2 - GENERAL CONDITIONS

We reserve the right to refuse service to anyone for any reason at any time.

You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to the technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.

You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us.

The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

SECTION 3 - ACCURACY, COMPLETENESS AND TIELINESS OF INFORMATION

We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.

This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.

SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES

Prices for our products are subject to change without notice.

We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.

We shall not be liable to you or to any third party for any modification, price change, suspension or discontinuance of the Service.

SECTION 5 - PRODUCTS OR SERVICES (if applicable)

Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy.

We have made every effort to display as accurately as possible the colours and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any colour will be accurate.

We reserve the right but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at any time without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.

We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.

SECTION 6 - ACCURACY OF BILLING AND ACCOUNT INFORMATION

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

For more detail, please review our Returns Policy.

SECTION 7 - OPTIONAL TOOLS

We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.

You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.

Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).

We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.

SECTION 8 - THIRD-PARTY LINKS

Certain content, products and services available via our Service may include materials from third parties.

Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third parties.

We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third party.

SECTION 9 - USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS

If at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.

We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libellous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.

You agree that your comments will not violate any right of any third party, including copyright, trademark, privacy, personality or another personal or proprietary right. You further agree that your comments will not contain libellous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e-mail address, pretend to be someone other than yourself, or otherwise mislead us or third parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third party.

SECTION 10 - PERSONAL INFORMATION

Your submission of personal information through the store is governed by our Privacy Policy. To view our Privacy Policy.

SECTION 11 - ERRORS, INACCURACIES AND OMISSIONS

Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).

We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website should be taken to indicate that all information in the Service or on any related website has been modified or updated.

SECTION 12 - PROHIBITED USES

In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.

SECTION 13 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY

We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.

We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.

You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.

You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided 'as is' and 'as available for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.

In no case shallThe Local Cyclist Ltd, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.

SECTION 14 - INDEMNIFICATION

You agree to indemnify, defend and hold harmlessThe Local Cyclist Ltd and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference or your violation of any law or the rights of a third-party.

SECTION 15 - SEVERABILITY

In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.

SECTION 16 - TERMINATION

The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.

These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.

If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).

SECTION 17 - ENTIRE AGREEMENT

The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.

These Terms of Service and any policies or operating rules posted by us on this site or in respect to The Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).

Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

SECTION 18 - GOVERNING LAW

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of 782 Fulham Road, London, SW6 5SL, United Kingdom.

SECTION 19 - CHANGES TO TERMS OF SERVICE

You can review the most current version of the Terms of Service at any time on this page.

We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

SECTION 20 - CONTACT INFORMATION

Questions about the Terms of Service should be sent to us at hello@gloriacycling.com.

Complaint Procedure for The Local Cyclist LTD TA GLORIA

At The Local Cyclist LTD TA GLORIA, we strive to provide excellent customer service and ensure customer satisfaction. However, we understand that there may be occasions when customers may have concerns or complaints. We value your feedback and take all complaints seriously. To address any issues you may have, we have established the following complaint procedure:

1. Contact our Customer Service Team:

If you have a complaint, we encourage you to contact our Customer Service Team as soon as possible. You can reach us through the following channels:

- Email: hello@gloriacycling.com

- Phone: +44 (0) 7546088419

- Postal mail: 782 Fulham Road, London, SW6 5SL

2. Provide necessary details:

When making a complaint, please provide the following details to help us investigate and resolve the issue effectively:

- Your full name and contact information

- Description of the complaint, including relevant dates and times

- Any supporting documentation or evidence you may have

- Your desired resolution or outcome

Complaints will be addressed within a maximum of 5 business days.

3. Acknowledgment of complaint:

Once we receive your complaint, we will acknowledge it promptly, either by email or phone. The acknowledgment will include a reference number for your complaint, which you should use in any future correspondence.

4. Complaint investigation:

Our dedicated team will thoroughly investigate your complaint. We may contact you to gather additional information or clarification if needed. We aim to resolve complaints within 4 business days and keep you informed of the progress.

5. Resolution and response:

Once the investigation is complete, we will provide you with a written response that addresses your complaint and outlines any proposed resolution. If we are unable to resolve your complaint immediately, we will inform you of the reasons and provide an estimated timeline for resolution.

6. Contacting the Financial Ombudsman Service:

If you are not satisfied with the resolution provided, you have the option to refer your complaint to the Financial Ombudsman Service (FOS). The FOS is an independent organization that helps resolve disputes between consumers and financial service providers.

You can contact the Financial Ombudsman Service using the following details:

Website: www.financial-ombudsman.org.uk

Telephone: 0300 123 9 123 (Monday to Friday, 8am to 8pm; Saturday, 9am to 1pm)

Please note that you should refer your complaint to the Financial Ombudsman Service within six months of receiving our final response.

We are committed to addressing your concerns and providing a fair and satisfactory resolution to your complaint. We appreciate your feedback as it helps us improve our services and ensure a positive experience for all our customers.

 

Vulnerable Customer Policy

Definition of vulnerable customers:

1. Elderly individuals: This category includes customers who are advanced in age and may require additional support due to physical limitations, cognitive decline, or other age-related vulnerabilities.
2. Customers with disabilities: This category encompasses individuals with various disabilities, including physical, sensory, cognitive, or mental health impairments. It covers a wide range of conditions that may affect a person's ability to access or understand services.
3. Customers experiencing financial hardship or debt-related difficulties: This includes customers who are facing financial challenges, such as unemployment, low income, or overwhelming debt burdens, which may make them more vulnerable to exploitation or inability to meet their financial obligations. Customers with limited English proficiency or communication barriers: These are customers who have difficulty communicating effectively in the primary language used by the organization, either due to limited English proficiency or other communication barriers, such as hearing impairment.
4. Individuals identified as vulnerable by a recognized authority or social service agency: This category includes individuals who have been officially identified as vulnerable by a recognized authority or social service agency. This recognition may be based on factors such as physical or mental health conditions, past experiences, or ongoing support needs.

 

Identification and training:

1. All employees will undergo regular training: All employees, regardless of their role or level of interaction with customers, will receive ongoing training to recognize signs of vulnerability and understand the appropriate actions to take when dealing with vulnerable customers.
2. Frontline staff will be trained to proactively identify vulnerable customers: Frontline staff, such as customer service representatives or receptionists, will receive specific training on how to proactively identify signs of vulnerability through attentive observation and active listening. This training will help them recognize cues that indicate a customer may require additional support.
3. Managers and supervisors will receive additional training: Managers and supervisors will receive additional training to handle complex cases involving vulnerable customers. This training will equip them with the skills and knowledge necessary to provide necessary support, escalate issues when needed, and ensure the overall implementation of the vulnerable customer policy.

Communication and accessibility:

1. Provide clear and accessible communication channels: The organization will ensure that all communication channels, such as written materials, websites, and customer service interactions, are designed to be clear and easily understood by vulnerable customers. The use of plain language, alternative formats (such as large print or braille), and appropriate visual aids will be employed to enhance accessibility.
2. Offer translation or interpretation services: For customers with limited English proficiency, the organization will offer translation or interpretation services to facilitate effective communication. This may involve employing multilingual staff, contracting with external language service providers, or using technology-based translation solutions.
3. Ensure physical facilities are accessible: The organization will ensure that its physical facilities, such as branches, offices, or service centers, are accessible to customers with mobility impairments. This includes providing ramps, elevators, accessible parking spaces, and other necessary accommodations to enable easy and dignified access.

Support and assistance:

1. Designate a specific team or individual responsible: The organization will designate a specific team or individual responsible for handling vulnerable customer inquiries and providing personalized support. This designated team or individual will receive specialized training and will serve as the primary point of contact for vulnerable customers.
2. Offer flexible appointment scheduling and extended time: To accommodate the needs of vulnerable customers, the organization will offer flexible appointment scheduling options and extended time for discussing their needs or making decisions. This will allow them to have sufficient time and attention without feeling rushed or overwhelmed.
3. Provide assistance with form filling and document submission: If required, the organization will provide assistance to vulnerable customers with form filling, document submission, or navigating online platforms. This support will ensure that customers can access and complete necessary processes without unnecessary barriers.
4. Establish referral partnerships with external organizations: The organization will establish referral partnerships with external organizations or agencies that provide additional support services to vulnerable customers. This collaboration will enable the organization to connect customers with relevant resources and expertise beyond its own capabilities.

Data protection and confidentiality:

1. Ensure compliance with data protection regulations: The organization will ensure that all personal information shared by vulnerable customers is handled in accordance with applicable data protection regulations. This includes implementing appropriate security measures, obtaining necessary consents, and adhering to data retention and disposal policies.
2. Treat personal information with strict confidentiality: The organization will treat all personal information shared by vulnerable customers with strict confidentiality. Access to this information will be limited to authorized personnel who require it to provide support or fulfill customer requests.
3. Obtain explicit consent before sharing information: The organization will obtain explicit consent from customers before sharing their personal information with external agencies or organizations, unless legally required or in the customer's best interest. Transparent communication about information sharing practices will be provided to customers.

Complaints and feedback:

1. Provide clear information on how to make complaints or provide feedback: The organization will provide clear information to vulnerable customers on how to make complaints or provide feedback. Multiple channels, such as phone, email, or in-person options, will be made available to ensure accessibility and convenience.
2. Designate a dedicated contact person for complaints: A dedicated contact person will be designated to handle complaints related to vulnerable customers promptly and sensitively. This contact person will possess the necessary knowledge, skills, and empathy to address complaints and resolve issues in a timely manner.
3. Regularly review and analyze complaints: The organization will regularly review and analyze complaints related to vulnerable customers to identify areas for improvement in the vulnerable customer support process. Insights gained from complaints will be used to enhance policies, procedures, and training programs.

Staff training and awareness:

1. Conduct regular training sessions: The organization will conduct regular training sessions to raise awareness among employees about vulnerability issues, empathy, and understanding. These training sessions will help employees develop the skills necessary to interact respectfully and effectively with vulnerable customers.
2. Provide ongoing support and resources: Ongoing support and resources will be provided to employees to ensure they can effectively implement the vulnerable customer policy. This may include access to reference materials, mentoring programs, or counseling services to address any challenges or concerns that may arise.
3. Foster a culture of respect, inclusivity, and non-discrimination: The organization will foster a culture that promotes respect, inclusivity, and non-discrimination throughout the organization. This includes encouraging open dialogue, recognizing and valuing diversity, and addressing any instances of bias or discrimination promptly and effectively.