Terms of service

These Terms of Service govern your use of the Vactera online store and any purchase made through our website.

Please read these Terms carefully before using the website or placing an order. By accessing the website, creating an account or purchasing a product, you agree to these Terms.

UK online sellers must clearly provide their business identity, contact information, product pricing, accepted payment methods, delivery arrangements and cancellation conditions before an order is placed.

1. Business information

The online store is operated under the following trading name:

Trading name: Vactera
Business address: 27 The Dashes, Harlow, England, CM20 3RP
Email: mathisamongis@gmail.com
Telephone: +44 7446 366075

References in these Terms to “Vactera”, “we”, “us” and “our” mean the business operating the Vactera online store.

References to “you” and “your” mean the customer or website visitor.

2. Scope of these Terms

These Terms apply to:

• Your use of the Vactera website
• Products displayed on the website
• Orders submitted through the website
• Payments made through checkout
• Delivery of purchased products
• Returns, refunds, replacements and warranty requests
• Customer accounts and communications with Vactera

Our Privacy Policy, Shipping Policy and Return and Refund Policy form part of these Terms.

Where there is a conflict between these Terms and a specific product warranty or promotion, the more specific terms will apply to that matter unless doing so would reduce rights that cannot legally be excluded.

3. Customer eligibility

To place an order, you must:

• Be at least 18 years old
• Be legally capable of entering into a binding contract
• Provide accurate contact, billing and delivery information
• Use a payment method you are authorised to use
• Purchase products for lawful purposes

We may refuse or cancel an order where we reasonably believe that information is false, payment is unauthorised, the transaction is fraudulent or the order is intended for unlawful activity.

4. Product information

We take reasonable care to ensure product titles, descriptions, specifications, photographs, prices and availability are accurate.

Product photographs are provided for identification and illustration. Product colour may appear slightly different depending on screen settings, lighting or manufacturing variations.

Specifications such as the following apply only where expressly stated on the relevant product page:

• Suction power
• Battery runtime
• Charging time
• Dust-storage capacity
• Water-tank capacity
• LiDAR navigation
• Obstacle detection
• Automatic emptying
• Mop washing or drying
• App functionality
• Voice-control compatibility
• Included accessories

The product supplied will correspond materially with the product description accepted when your order was placed.

We reserve the right to correct genuine typographical errors or obvious inaccuracies. We will contact you before dispatch where a correction materially changes the product or price.

5. Product branding

Products advertised and sold as Vactera products must be represented accurately.

References to third-party services such as Amazon Alexa, Google Assistant, Shopify, Apple or Google indicate compatibility only. They do not imply ownership, sponsorship or endorsement unless expressly stated.

Third-party trademarks remain the property of their respective owners.

6. Product availability

All orders are subject to product availability.

Adding a product to your basket does not reserve it. A product may become unavailable before payment or dispatch.

If a paid product becomes unavailable, we will:

• Notify you using the contact information supplied with the order
• Cancel the unavailable item
• Refund the amount paid for that item

We may offer an alternative product, but we will not substitute a materially different product without your agreement.

7. Placing an order

Before submitting an order, you are responsible for checking:

• The selected product and model
• Product quantity
• Colour and other selected options
• Billing information
• Delivery address
• Email address
• Telephone number
• Final order total

After an order is submitted, we may send an automated order-confirmation email. This confirms that we received the order but does not necessarily mean that it has been accepted.

8. Order acceptance

A binding sales contract is formed when we accept the order and dispatch the product, unless applicable law requires otherwise.

We may decline or cancel an order before dispatch where:

• The product is unavailable
• Payment cannot be authorised
• The price contains an obvious error
• The delivery address is incomplete or unsupported
• The customer has provided inaccurate information
• We reasonably suspect fraud or unauthorised resale
• A technical error affected the order
• Fulfilling the order would be unlawful

Where we cancel a paid order before dispatch, the amount paid will be refunded to the original payment method.

9. Prices and taxes

Product prices are displayed in pounds sterling unless another currency is expressly shown.

The price payable is the price displayed during checkout when the order is submitted.

Applicable taxes will be included or displayed during checkout as required.

We will not add compulsory, undisclosed charges after the order has been submitted.

If a pricing error is obvious and could reasonably have been recognised as an error, we may cancel the order and issue a refund rather than supply the product at the incorrect price.

10. Payment

Available payment methods are displayed during checkout.

Payment may be processed by Shopify Payments or another authorised payment provider. Payment providers may carry out:

• Payment authorisation
• Identity verification
• Fraud screening
• Card verification
• Security checks

Vactera does not normally receive or store your complete payment-card number.

You confirm that you are authorised to use the payment method submitted with your order.

An order may be delayed or cancelled where payment cannot be authorised.

11. Free standard shipping

Vactera provides free standard shipping to eligible UK delivery addresses.

There is no minimum purchase requirement unless a different condition is clearly displayed before checkout.

Free shipping does not necessarily include:

• Optional express delivery
• Special timed delivery
• International delivery
• Redelivery caused by an incorrect customer address
• Delivery to a location outside our supported delivery area

Any optional delivery charge will be clearly displayed before payment.

Delivery destinations, fulfilment arrangements and estimated delivery times are explained in our Shipping Policy.

12. Delivery estimates

Delivery dates and times are estimates unless we expressly guarantee a specific delivery service.

Delivery may be affected by circumstances outside our reasonable control, including:

• Carrier disruption
• Severe weather
• Public holidays
• Incorrect delivery information
• Address-access restrictions
• Customs procedures where applicable
• Unusually high order volumes

We will provide available tracking information after dispatch where the delivery service supports tracking.

13. Delivery address

You are responsible for providing a complete and accurate delivery address.

Contact us immediately if you notice an error. We cannot guarantee that an address can be changed after the order enters fulfilment.

We are not responsible for delays resulting from inaccurate or incomplete information supplied by the customer.

Where a parcel is returned because of an incorrect address, refusal, failure to collect or repeated unsuccessful delivery attempts, reasonable redelivery costs may apply where legally permitted.

14. Delivery inspection

Please inspect the package and product as soon as reasonably possible after delivery.

Contact us promptly if:

• The package is visibly damaged
• The product is damaged
• Parts are missing
• The wrong product was delivered
• The product does not match its description

We may ask for your order number, photographs, video or other reasonable evidence so that we can investigate the issue.

15. Order changes and cancellations

Orders enter processing shortly after submission. We therefore cannot guarantee that an order can be changed or cancelled before dispatch.

You may contact us immediately at mathisamongis@gmail.com to request an order change or cancellation. Where fulfilment has not started, we will make reasonable efforts to assist.

Where the order has already been dispatched, it must normally be handled as a return.

Nothing in this section limits cancellation rights that apply under UK consumer law. UK online customers generally have a statutory cancellation period for eligible distance purchases, and Vactera’s separate 30-day return policy provides an additional return period subject to its stated conditions.

16. Thirty-day return policy

Eligible products may be returned within 30 calendar days after delivery in accordance with our Return and Refund Policy.

Eligible UK returns include free return shipping when the return procedure in that policy is followed.

Before returning a product, contact:

Email: mathisamongis@gmail.com
Telephone: +44 7446 366075

A product should not be returned without first obtaining return instructions.

The complete Return and Refund Policy explains:

• Return eligibility
• Product-condition requirements
• Free return shipping
• Faulty-product procedures
• Refund processing
• Refund deductions
• Excluded or restricted returns

17. Faulty or misdescribed products

Goods supplied to UK consumers must be of satisfactory quality, fit for their intended purpose and consistent with their description.

Contact us if a product is:

• Faulty
• Damaged on arrival
• Not fit for its intended purpose
• Materially different from its description
• Missing essential components
• Incorrectly supplied

Depending on the circumstances and applicable consumer rights, an appropriate remedy may include:

• Troubleshooting support
• Replacement parts
• Repair
• Replacement
• Partial refund
• Full refund

Nothing in these Terms limits rights that cannot legally be excluded under the Consumer Rights Act 2015 or other applicable consumer legislation.

18. Commercial warranty

A product may include a Vactera commercial warranty where this is stated on the product page or in the supplied warranty documentation.

The warranty period begins on the original delivery date unless the warranty documentation states otherwise.

A commercial warranty does not normally cover:

• Accidental damage
• Deliberate damage
• Misuse or neglect
• Unauthorised repairs
• Unauthorised modifications
• Cosmetic damage that does not affect operation
• Damage caused by unsuitable liquids
• Damage caused by incompatible accessories
• Normal wear and tear
• Ordinary replacement of consumable parts
• Failure to follow the user guide or maintenance instructions

Consumable components may include filters, brushes, mop pads, cleaning cloths and dust bags.

A commercial warranty is provided in addition to statutory consumer rights.

19. Smart features and third-party services

Some Vactera products may use:

• Mobile applications
• Wi-Fi connectivity
• Cloud services
• Voice-control platforms
• Third-party smart-home services

Availability may depend on:

• A compatible mobile device
• A supported operating system
• A suitable Wi-Fi connection
• A third-party user account
• The continued availability of the third-party service
• Geographic or language support

Third-party services may be updated, suspended or discontinued by their providers.

Unless expressly stated, Vactera does not control third-party platforms and cannot guarantee their permanent availability.

20. Safe and appropriate product use

You must use products:

• Only for their intended purpose
• In accordance with the supplied instructions
• With compatible electrical voltage
• With approved or compatible parts and accessories
• On suitable flooring and surfaces
• Away from hazards described in the user guide

Before operating a robot vacuum, remove hazards that the product may not safely detect, including liquids, fragile objects, sharp objects, loose electrical cables and other unsafe materials.

Products should not be opened, modified or repaired by an unauthorised person.

21. Customer accounts

Where customer accounts are available, you are responsible for:

• Providing accurate account information
• Maintaining the confidentiality of your password
• Restricting access to your account
• Informing us about suspected unauthorised access

We may suspend an account where we reasonably believe that it is being used fraudulently, unlawfully or in violation of these Terms.

22. Reviews and customer content

Where customers can submit reviews, photographs or other content, the content must:

• Reflect a genuine experience
• Be accurate to the best of the customer’s knowledge
• Avoid unlawful or abusive material
• Avoid personal information belonging to another person
• Avoid infringing intellectual-property rights
• Avoid undisclosed advertising or spam

We may remove content that violates these conditions or applicable law.

We will not offer incentives that require a positive review.

23. Promotions and discount codes

Promotions and discount codes are subject to any additional terms displayed with the offer.

Unless expressly stated:

• A discount cannot be exchanged for cash
• Only one discount code may be used per order
• Discounts cannot be applied after an order has been completed
• A discount may exclude certain products
• Promotions may end at the stated deadline

We may cancel a promotion where fraud, misuse or a genuine technical error has occurred.

24. Intellectual property

Unless otherwise stated, the website and its original content are owned by or licensed to Vactera.

Protected content may include:

• The Vactera name and branding
• Website design
• Original text
• Original product photography
• Graphics
• Videos
• Product guides
• Software
• Logos

You may use the website for personal shopping purposes.

You may not reproduce, sell, copy, scrape, republish or commercially exploit protected content without written authorisation.

25. Prohibited website use

You must not:

• Use the website for unlawful activity
• Attempt to gain unauthorised access
• Interfere with website security
• Introduce viruses or malicious code
• Submit fraudulent orders
• Use stolen payment information
• Collect customer or website data without authorisation
• Impersonate another person
• Misuse promotions or discount codes
• Infringe intellectual-property rights

We may restrict access, cancel affected orders or report suspected unlawful activity where appropriate.

26. Website availability

We aim to keep the website available and functioning correctly, but uninterrupted access cannot be guaranteed.

We may temporarily suspend or modify the website for:

• Maintenance
• Security updates
• Technical repairs
• Platform updates
• Legal compliance
• Service-provider disruption

We are not responsible for temporary unavailability caused by circumstances outside our reasonable control.

27. Liability

Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability for:

• Fraud or fraudulent misrepresentation
• Death or personal injury caused by negligence
• Breach of rights that cannot legally be excluded
• Any other liability that cannot legally be limited

Subject to applicable law, Vactera is not responsible for losses that:

• Were not reasonably foreseeable when the contract was formed
• Result from misuse of the product
• Result from failure to follow instructions
• Are caused by unauthorised repairs or modifications
• Are business losses arising from a consumer purchase

Products sold through the consumer store are intended primarily for domestic and personal use unless otherwise stated.

28. Events outside our control

We are not responsible for delay or failure caused by circumstances outside our reasonable control.

Examples may include:

• Natural disasters
• Severe weather
• War or civil unrest
• Government restrictions
• Transport disruption
• Carrier failures
• Telecommunications outages
• Cyberattacks
• Labour disputes
• Public-health emergencies

We will take reasonable steps to minimise the effect and resume performance when reasonably possible.

29. Privacy

Personal information is handled in accordance with the Vactera Privacy Policy.

The Privacy Policy explains:

• What information we collect
• How information is used
• Payment and fulfilment providers
• Cookies and analytics
• Marketing preferences
• Data retention
• Customer privacy rights
• How to submit a privacy request

30. Complaints

To make a complaint, contact:

Email: mathisamongis@gmail.com
Telephone: +44 7446 366075

Please provide:

• Your name
• Order number, where applicable
• A clear description of the issue
• The outcome you are requesting
• Relevant supporting evidence

We will review the complaint and respond within a reasonable period.

31. Changes to these Terms

We may update these Terms to reflect:

• Legal changes
• Business changes
• New services
• Security requirements
• Operational changes
• Changes to our website

The Terms applicable to an order are generally those published when the order was submitted.

The current version will display its latest revision date at the top of this page.

32. Severability

If any part of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

The affected provision will be interpreted or modified only to the minimum extent necessary to make it lawful and enforceable.

33. No waiver

If we do not immediately enforce a provision of these Terms, this does not mean that we have waived the right to enforce it later.

34. Third-party rights

Unless expressly stated, a person who is not a party to the contract does not have the right to enforce these Terms.

35. Governing law

These Terms are governed by the laws of England and Wales.

Customers living elsewhere may also benefit from mandatory consumer protections available in their place of residence.

Disputes may be submitted to the courts having jurisdiction under applicable consumer law.

36. Contact information

Questions about these Terms or an order may be sent to:

Vactera
27 The Dashes
Harlow
England
CM20 3RP

Email: mathisamongis@gmail.com
Telephone: +44 7446 366075