Sales Terms
These terms may have changed since you last reviewed them
We maintain a list of changes and when they were made. If you require details, you can contact us at https://tewke.com/contact.
Where to find information about us and our products
You can find everything you need to know about us, Tewke Limited of 93 Southwark Street, London SE1 0HX (“Tewke”), and our products and devices (“Devices”) on our website at https://tewke.com/ (“Website”) before you order. We also confirm the key information to you in writing after you order, by email.
What these terms cover
These terms cover orders for our Devices and subscription services (“Subscription Services”) placed through the Tewke online store and / or through our mobile applications. When you use any Tewke product or service through your Device and Subscription Services, your use is subject to our https://tewke.com/terms-of-service which set out your rights to use our mobile applications, our software (including software that is embedded within a Device), our services and our relevant documentation. Use of certain Device and Subscription Services features may also require that you open an account with us.
Your use of the Website is subject to our https://tewke.com/terms-and-conditions/.
When you buy from us you are agreeing that:
You're responsible for ensuring the safe fitting of Devices.
Previews and promotional offers may be subject to additional terms.
Your Subscription Services will auto renew.
We only accept orders when we've checked them
We contact you to confirm we've received your order and then we contact you again to confirm we've accepted it. Subscription Services will take effect once you have a Device and have activated your online account.
Sometimes we reject orders
Sometimes we reject orders, for example, because Devices are unexpectedly out of stock, because we need to make changes to Devices before we can continue providing them, because a credit reference we have obtained is unsatisfactory, because we can't verify your age (where the product or service is age-restricted), because you are located outside the UK (or other territories where we may decide to sell from time to time) or because Devices and/or Subscription Services were mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.
We charge you when you order your Device and/or Subscription Services and at monthly intervals when you have activated your Device
You have the option either to (i) buy a Device outright and subscribe for Subscription Services in order to use that Device or (ii) use a Device through our Subscription Services.
Where you choose to buy a Device outright, when you order it, we will charge you for the Device and for the first month of your Subscription Services. We will then charge you for each subsequent month of your Subscription Services starting on the date that is one month after you activate your Device (and each month thereafter). Where you choose to buy your Device outright, you will own it (but not the services and digital content that we make available to you in order to use it) once we have received payment in full.
Where you choose to use a Device through our Subscription Services only, we will take payment at monthly intervals, starting on the date you activate your Device (and each month thereafter), the initial payment to include a setup fee. Where you choose to use a Device through our Subscription Services only, you will not own any Device supplied as part of those services, but you will have the right to continue to use it for so long as you continue to make the regular payments to us.
We charge interest on late payments
If we're unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.
We pass on increases in VAT
If the rate of VAT changes between your order date and the date we supply your Device or start your Subscription Services, 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 Device or Subscription Services is delayed by an event outside our control, such as where there are issues with our suppliers, 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: https://tewke.com/support to end the contract and receive a refund for any products or services you have paid for in advance, but not received.
Products can vary slightly from their pictures
A Device's true colour or display may not exactly match that shown in our marketing or its packaging may be slightly different.
You're responsible for making sure any of your measurements are accurate
You're responsible for making sure our Devices will fit in your home. You can find Device technical specifications on the Website.
You're responsible for ensuring the safe installation of Devices
Whilst our Devices are designed to be capable of hassle-free installation, we strongly recommend that you engage a qualified electrician to do this. We will make installation instructions available, but we will not be responsible for damage to your Device, or your inability to use the Device, that results from its improper installation.
Previews and promotional offers may be subject to additional terms
We sometimes offer certain customers previews or other promotional offers, which are subject to these terms except as otherwise stated in the preview or promotional offers. Preview subscribers may choose not to continue to paid Subscription Services at the end of the preview period. If you do not enter into paid Subscription Services or purchase a Device before the end of your preview period, if any, your Device’s data will be deleted.
After the minimum term, your Subscription Services will auto renew
Whilst this does not affect your right to change your mind or your rights where the Subscription Services might be defective (these rights are described further below in these terms), the Subscription Services are subject to a minimum term of 1 month from the point at which we accepted your order. Following the expiry of that minimum term, unless you let us know 14 days before we take your monthly payment that you wish to cancel or don’t wish to auto renew, your Subscription Services will automatically continue and you authorise us (without notice to you, unless required by applicable law) to collect the relevant subscription fees and any taxes for each successive monthly period, using any payment method we have on record for you.
If you wish to cancel your Subscription Services, we will charge you the remaining subscription fees that would have been payable for the rest of the minimum term or renewed term.
Subscription fees are billed or charged on the first day of the relevant subscription period. If any payment isn’t received, is returned unpaid or if any credit card or similar transaction is rejected or denied, we may cancel your Subscription Services unless you provide us with a new payment method. If you provide us with a new payment method and are successfully charged before your subscription is cancelled, your new subscription period will be based on the original renewal date and not the date of the successful charge.
To the extent applicable, if you choose to pay by direct debit, you agree that we may take the charge as early as the first day of the applicable subscription period. If you enrol for paid Subscription Services on or after the expiry of a preview period, we may take charge on the same day as you enrol. We will confirm by email once you have enrolled and will give you advance notice of future charges after the initial charge.
You have a legal right to change your mind plus extra rights under our guarantee
Your legal right to change your mind. You have a legal right to change your mind about your Device or Subscription Services purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.
Our goodwill guarantee. In addition, we offer our UK customers a goodwill guarantee, which is more generous than your legal rights in the ways set out below. This goodwill guarantee does not affect your legal rights if there is something wrong with your Device and/or Subscription Services (for more on those rights see ).
Your legal rights
How our goodwill guarantee is more generous
14 days to change your mind.
30 days (after the day we deliver your Device) to change your mind.
You pay costs of return.
You pay costs of return.
The deadline for changing your mind. If you change your mind having ordered a Device and/or Subscription Services, you must let us know no later than 30 days after the day we deliver your Device.
How to let us know. To let us know you want to change your mind, contact our Customer Service Team: https://tewke.com/support
You have to return your Device at your own cost. Whether you bought your Device outright or use it through our Subscription Services, you have to return your Device to us within 30 days of your telling us you have changed your mind. Returns are at your own cost. You must send your Device back to us, using an established delivery service. If you do this, you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive your Device, either at all or within a reasonable time, we won't refund you the price. For help with returns, see our Returns Process: https://tewke.com/returns-policy/ or contact our Customer Service Team: https://tewke.com/support.
We reduce your refund if you have used or damaged your Device. If you handle your Device in a way which would not be acceptable to a retailer who sells products in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the Device's condition is not "as new", price tags have been removed, the packaging is damaged, or accessories are missing. In some cases, because of the way you have treated your Device, no refund may be due. Our Customer Service Team: https://tewke.com/support can advise you on whether we're likely to reduce your refund.
When and how we refund you. We refund you within 14 days of receiving your Device back from you (or receiving evidence you've sent it to us). We refund you by the method you used for payment. We don't charge a fee for the refund. We will not refund you in relation to any services and digital content that we make available to you in order to use your Device and/or your Subscription Services, and your rights to use those services and digital content will, in relation to the Device returned, cease with effect from the date we receive it (or receive evidence you’ve sent it to us).
You have rights if there is something wrong with your Device or Subscription Services
If you think there is something wrong with your Device or Subscription Services, you must contact our Customer Service Team: https://tewke.com/support. 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.
Our Device warranty
In addition to your key legal rights, we warrant (“Warranty”) that your Device will be free from defects in materials or workmanship for:
Purchase method:
Warranty period (“Warranty Period”):
Device bought outright
12 months
Subscribed for Subscription Services
For so long as you have an active subscription and have no outstanding balance or any unpaid fees
If your Device is defective during the Warranty Period, we will provide the necessary (at our option) repair or replacement if you return it to us, subject to the conditions below, at no additional charge, but we are not responsible to repair or replace your Device if you breach this Warranty. This Warranty is only transferable as described in below.
To be eligible for the Warranty, you must:
where you have acquired the Device through our Subscription Services, have an active subscription with no outstanding balance or any unpaid fees; or
where you have bought the Device outright, have purchased the Device directly from us or any of our approved partners.
The Warranty does not cover:
lost Devices(s);
consumable parts, such as batteries or protective coatings, that due to their nature diminish over time, unless the failure has occurred due to a defect in materials or workmanship;
damage or failure through misuse, normal wear and tear or cosmetic damage, improper or negligent use, improper or abnormal use, disassembly, or any use contrary to instructions provided by us;
damage or failure due to accident, acts of God, unauthorised commercial use, abuse, neglect, theft, unusual atmospheric conditions, liquid damage / immersion in liquids, exposure to sharp objects, exposure to excessive force, anomalies in the electrical current supplied to the Device and extreme thermal or environmental conditions;
any unauthorised modification to the Device;
attempted repair by unauthorised persons or with any parts not originally intended for or compatible with the Device; or
any alteration of the factory model name and/or serial number.
The Warranty is in addition to your legal rights in relation to software that is faulty or not as described, details of which are set out in [URL: terms of service].
Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.
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.
Digital content may be available via devices, for example the software that enables you to use its features. The Consumer Rights Act 2015 says digital content must be as described, fit for purpose and of satisfactory quality:
If your digital content is faulty, you're entitled to a repair or a replacement.
If the fault can't be fixed, or if it hasn't been fixed within a reasonable time and without significant inconvenience, you can get some or all of your money back.
If you can show the fault has damaged your device and we haven't used reasonable care and skill, you may be entitled to a repair or compensation.
Device return and recycling
Where you have bought a Device outright, you may, at your cost, return it to us for recycling / reuse at any time and receive a credit for any future spend with us.
Where you have subscribed for Subscription Services and:
before the end of any minimum term we have a right to end the contract (see We can end our contract with you), you must, at your cost, return the Device to us within 14 days of us ending the contract. If you do not do this, we have the right to charge you for the unlapsed period of the minimum term (for example, if we have the right to end the contract after six months during a 12 month minimum term contract, and you fail to return the Device when required, we can charge you for the remaining 6 months); or
you wish to cancel the Subscription Services following the end of any minimum term, you may, at your cost return the Device to us and receive a credit for any future spend with us.
If you do this where you opted to buy the Device outright, you agree that the returned Device will become the property of Tewke.
We can change Devices, Subscription Services and these terms
Changes we can always make. We can always change Devices, Subscription Services and these terms:
to reflect changes in relevant laws and regulatory requirements;
to make minor technical adjustments and improvements, for example to introduce additional features into our Devices (our Website sets out details of current and future features) or address a security threat. These changes are intended either to enhance your use of our Devices and Subscription Services, improving your overall experience, or address security threats;
to update digital content, provided that the digital content always matches the description of it that we provided to you before you placed your order for a Device or Subscription Services. We might ask you to install these updates; and
certain updates and features may require you to configure our Device with appliances in your home. Where that is the case, we might ask you to make these configurations.
Changes we can only make if we give you notice and an option to terminate. We also reserve the right to increase the prices for our Subscription Services from time to time, which will take effect, for each customer, after the end of any applicable minimum term. If we intend to do so, we'll notify you in advance and you can then contact our Customer Service Team: https://tewke.com/support to end the contract before the change takes effect and receive a refund for any Devices or Subscription Services you've paid for in advance, but not received.
We can suspend supply (and you have rights if we do)
We can suspend the supply of Subscription Services, which might mean that you cannot use your Device. We do this to:
deal with technical problems or make minor technical changes;
update Devices to reflect changes in relevant laws and regulatory requirements; or
make changes to Devices or Subscription Services (see We can change products and these terms).
We let you know, may adjust the price and may allow you to terminate
We contact you in advance to tell you we're suspending supply (we call this “downtime”), unless the problem is urgent or an emergency. If we suspend the supply of Subscription Services for longer than the minimum permitted downtime period in any one month, we adjust the price so you don't pay for it while its suspended. If we suspend supply, or tell you we're going to suspend supply, for more than the maximum permitted downtime period, you can contact our Customer Service Team: https://tewke.com/support to end the contract and we'll refund any sums you've paid in advance for Devices or Subscription Services you won't receive. Further details of our minimum and maximum permitted downtime periods, and how we will adjust the price, are set out on the Website.
We can withdraw Devices or Subscription Services
We can stop providing Devices, Subscription Services or any of their features. We let you know at least 30 days in advance and we refund any sums you've paid in advance for Devices or Subscription Services which won't be provided.
We can end our contract with you
We can suspend Subscription Services, or end our contract with you for Devices or Subscription Services 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 haven’t made payment by the time your next monthly payment for Subscription Services would have been 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 Devices or Subscription Services;
you don't, within a reasonable time, allow us to deliver Devices or Subscription Services to you; or
We don't compensate you for all losses caused by us, Devices or Subscription Services
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. For example, damage as a result of a Device not being properly installed, damage to your own digital content or device which was caused by digital content we supplied and which you could have avoided by following our advice to apply an update or by correctly following the installation instructions or having the minimum system requirements advised by us. This also includes deliberate damage done to your Device.
A business loss. Unless otherwise agreed in writing with us, we only supply Devices and Subscription Services for domestic and private use. If you use Devices or Subscription Services 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 or any other losses (whether direct or indirect), including penalties or fines, incurred by you as a result of such use.
Unauthorised use of your Device or Subscription Services. For example, if your smartphone or log-in details are lost or stolen. We advise you to keep your log-in details secret and to use PIN protection on your smartphone to prevent unauthorised use of your Device or Subscription Services. If you believe that someone has gained unauthorised access to your Device or Subscription Services, you can report this to us on our Service number https://tewke.com/support and we will do what we can to help you reset your log-in details.
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 https://tewke.com/privacy-policy/.
You have several options for resolving disputes with us
Our complaints policy. Our Customer Service Team: https://tewke.com/support will do their best to resolve any problems you have with us or our products as per our Complaints Policy: https://tewke.com/complaints/.
Resolving disputes without going to court. Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to [NAME OF ADR ENTITY] through their website at [WEBSITE ADDRESS]. [[NAME OF ADR ENTITY] does not charge you for making a complaint and] [[if OR If] you're not satisfied with the outcome you can still go to court.
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
Personal use only. Devices and Subscription Services are sold for private and domestic use only and must not be resold.
Suitable for UK only. Devices and Subscription Services are only intended for use within the UK and should not be used outside of this area.
English language. All our communications with you – including terms and conditions – will be in English.
Upgrades and updates to digital content. You agree that we may update the software (including mobile apps and firmware) used in or in relation to your Device and Subscription Services without telling you first, or we may require you to install an updated version of such software when available in order for you to continue using your Device or Subscription Services. Any updates will be aimed at improving the performance of Devices or Subscription Services, but we’ll make sure they continue to match the description we provided before you bought them. We won’t be responsible if an update affects how your Device or Subscription Services works if this is caused by your own equipment – such as your smartphone or broadband – not supporting the update. You also agree that unless specifically provided in any Device description page, no Device comes with a mobile data plan or other Internet connectivity service and you are solely responsible for obtaining any access to the Internet through a mobile service provider or other Internet connectivity service provider whose service is compatible with the Device. If a Device requires a SIM card or any other mobile connectivity feature required by your mobile service provider or Internet service provider, you are solely responsible for obtaining such connectivity feature(s) and you agree that, unless specifically provided in any Device description page or otherwise agreed by us, we have no responsibility for the provision of mobile data or other Internet connectivity services.
Interference with Devices or Subscription Services. You must not interfere with any Devices, unless expressly permitted by law, and you must not reverse engineer, decompile, adapt or alter the software (including mobile apps and firmware) used in or in relation to your Device or Subscription Services.
We can transfer our contract with you, so that a different organisation is responsible for supplying your Devices or Subscription Services. We'll contact you to let you know if we plan to do this. If you're unhappy with the transfer, you can contact our Customer Service Team: https://tewke.com/support to end the contract within 14 days of us telling you about it and we will refund you any payments you've made in advance for Devices or Subscription Services not provided.
You can only transfer your contract with us to someone else if we agree to this. Where you have bought a Device outright, you can transfer the benefit of the Warranty to a new owner of your Device. We can require the new owner to prove you transferred your Device to them, for example by producing a letter (or chain of letters) from the original and subsequent purchasers transferring the benefit of the Warranty to the new owner.
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.
Moving home. You may reinstall your Device at your new home. However, if you decide to leave your Device behind when you move home, you must continue to pay for your Subscription Services during the minimum term, unless you have a right to cancel. The new occupier with access to the Device has no rights to those Subscription Services and must subscribe if they want to use the Device. If you bought your Device outright, a factory reset may be performed on it to allow it to be transferred to a new user (subject to that new user subscribing for Subscription Services and paying any applicable setup fee), in accordance with the You can only transfer your contract with us to someone else if we agree to this section above.
If you wish to transfer ownership of your Device to another person where you bought it outright, you must reset the Device, which can be done by following the instructions on the Website. This will ensure that any personal data is removed from the Device and that it is (again, subject to that new user subscribing for Subscription Services and paying any applicable setup fee) ready for use by the new owner. Please note that transferring ownership of the Device does not entitle the new owner to access your account or any data associated with it.
If you move to a new home and want to install your Device in your new home, or move into a property that has a Device installed, please contact us for further assistance.
