Terms and Conditions of Sale

1. About us and these Terms

1.1 This website, subscribe.twsgroup.com (the “Shop”), is operated by Time Well Spent Group Limited trading as TWS Group (“we”, “us”, “our”), a company registered in England and Wales under company number 10204110, with its registered office at Epsilon House, Enterprise Road, Southampton Science Park, Southampton SO16 7NS. Our VAT registration number is 244216627. You can contact us at orders@twsgroup.com or by post at Epsilon House, Enterprise Road, Southampton Science Park, Southampton SO16 7NS.

1.2 These terms and conditions (“Terms”) apply to every order placed through the Shop, including subscriptions to our print and digital publications, memberships, single issues, back issues, books and any other products we offer. Please read them carefully before ordering. By placing an order you agree to these Terms.

1.3 If anything else published on the Shop, including our FAQs, conflicts with these Terms, these Terms take priority.

1.4 Nothing in these Terms affects your statutory rights as a consumer. Free advice about your rights is available from your local Citizens Advice.

2. Placing an order

2.1 The order process on the Shop allows you to check your order and correct any errors before submitting it. Please check your order carefully at each stage.

2.2 Our acceptance of your order takes place when we email you to confirm it, at which point a contract comes into existence between you and us on these Terms.

2.3 If we are unable to accept your order, for example because a product is out of stock or withdrawn, or because we identify an error in the price or description, we will tell you and will not charge you, or will refund you promptly if payment has already been taken.

2.4 You are responsible for ensuring that the details you give us, including your email and delivery addresses, are accurate and kept up to date.

3. Subscriptions: start, term and renewal

3.1 Your subscription will begin with the next available issue. If your subscription includes a digital element, we will email you set-up instructions within 24 hours of your order.

3.2 Subscriptions are sold either for a fixed term (for example, 12 issues or 12 months) or on a continuous basis, as described at the point of purchase.

3.3 Continuous subscriptions, including those paid by Direct Debit or by recurring card payment, renew automatically at the end of each payment period and continue until you cancel. We will remind you of your subscription and how to cancel it before each renewal payment is due, and in any event at least once every six months.

3.4 We will confirm your order by email, and post you a welcome letter with your customer ID and delivery details.

4. Prices and payment

4.1 The price of each product is as displayed on the Shop when you order, and includes VAT where applicable. Any delivery charges are shown before you confirm your order.

4.2 We accept payment by major credit and debit cards, Direct Debit, Apple Pay, Google Pay and PayPal.

4.3 We may change subscription prices from time to time. A price change will not affect a fixed term you have already paid for. For continuous subscriptions, we will give you at least 30 days’ notice by email before a higher price takes effect, and you may cancel before the new price applies.

4.4 If a payment fails or is cancelled and remains unpaid after we have contacted you, we may suspend or cancel your subscription.

5. Delivery of print products

5.1 We aim to deliver each issue on or shortly before its on-sale date, but delivery times are estimates and issues can occasionally be delayed by matters outside our control, such as postal disruption or adverse weather. If an issue has not arrived within 3 days of the date you expected it, please contact orders@twsgroup.com and we will investigate.

5.2 International copies are sent by priority airmail. Approximate delivery times from the publication date are: Western Europe 4 to 6 days; Eastern Europe 4 to 8 days; North America 6 to 8 days; Central and South America 6 to 9 days; Middle East 6 to 8 days; Africa and Asia 6 to 10 days; Far East and Australasia 6 to 10 days.

5.3 Single issues, back issues and books are dispatched as soon as reasonably possible and normally delivered within 3 to 5 working days in the UK and within 10 days internationally, subject to stock.

5.4 If you move house, please email orders@twsgroup.com at least 14 days before the next issue is due, so we can redirect your copies. We are not responsible for issues sent to an out-of-date address you have not corrected.

6. Digital subscriptions

6.1 Digital subscriptions are supplied through a third-party platform, currently Pocketmags. To access your digital subscription you will need to activate it by following the instructions we email you, and to create an account with the platform provider, whose own terms of use will also apply to your use of the platform.

6.2 We may change the platform, apps, features or supported devices through which digital products are delivered at any time, provided that the replacement gives you materially equivalent access to the publication.

6.3 Digital products are for your personal, non-commercial use. You must not share your login, redistribute content or systematically download or copy material.

6.4 By activating a digital subscription within the 14-day cancellation period described in Section 8, you expressly consent to us supplying the digital content immediately and acknowledge that you lose your right to cancel the digital element once supply has begun.

7. Changes to our publications and your subscription

7.1 We continually develop our titles and may from time to time change the format, frequency, design, content or method of delivery of any publication or subscription product.

7.2 If we cease to publish a title, or cease to offer it in the format in which you originally subscribed, we will provide you with an alternative media product of at least equivalent value for the remainder of your current subscription term. The alternative may be delivered in any format we consider appropriate.

7.3 Where we provide an alternative under clause 7.2, this fulfils our obligations to you for the remainder of your term and no refund will ordinarily be due. If you do not wish to accept the alternative, please contact orders@twsgroup.com within 30 days of our notice of the change, and we will offer you a credit or a pro-rata refund of the unfulfilled portion of your subscription.

7.4 We will notify you of any significant change under this Section by email or by notice in the publication itself.

8. Your legal right to cancel (cooling-off period)

8.1 As a consumer, you have a legal right to cancel most orders within 14 days without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

8.2 For a subscription, the 14 days run from the day after you receive your first issue. For a membership or a purely digital product, the 14 days run from the day after we confirm your order. For books and back issues, the 14 days run from the day after delivery.

8.3 This right does not apply to single issues of a newspaper, periodical or magazine bought other than under a subscription, and it is lost for digital content once supply has begun with your consent as described in clause 6.4.

8.4 To cancel, email orders@twsgroup.com with your customer ID or delivery postcode, or use the model cancellation form at the end of these Terms. You only need to send your cancellation before the 14-day period expires.

8.5 If you cancel under this Section, we will refund you within 14 days, less a deduction reflecting any issues already supplied to you or, for memberships, the proportion of the membership period already elapsed. Where goods are to be returned to us, we will refund within 14 days of receiving them back or of you providing evidence of return, and you are responsible for the cost of return unless the item is faulty.

9. Cancelling after the cooling-off period, and refunds

9.1 You can ask to cancel your subscription at any time by emailing orders@twsgroup.com (please include your customer ID or delivery postcode) or by calling 0131 357 6305, Mon–Fri 10am–4pm. Once we process your cancellation, any Direct Debit will be cancelled automatically; you do not need to contact your bank.

9.2 If you have a continuous subscription, cancellation takes effect at the end of the period you have already paid for, and no further payments will be taken.

9.3 If you have paid for a fixed term in advance, your subscription will continue until the end of that term and no refund is due for the remaining issues, except where these Terms or the law provide otherwise (including clause 7.3 and Section 8). We may, entirely at our discretion, offer a credit or refund in individual cases.

9.4 Nothing in this Section affects your statutory rights where a product is faulty, not as described or not delivered.

10. Missing or damaged issues

10.1 If an issue does not arrive, please allow 3 extra days beyond the expected delivery date and then email orders@twsgroup.com. If an issue arrives damaged, email us and we will replace it or extend your subscription by one issue. Replacement or extension is our standard remedy for an individual missed or damaged issue.

11. Gift subscriptions

11.1 If you buy a subscription as a gift, all billing and order correspondence is sent to you as the bill payer, and only the publication itself is sent to the recipient. A printable gift card is available on our website. The rights under these Terms, including cancellation rights, belong to you as the purchaser.

12. Promotional offers

12.1 Promotional and introductory rates are as described in the specific offer, are limited to one per household unless stated otherwise, and cannot be combined with other offers. Unless the offer says otherwise, a subscription taken at an introductory rate renews at the then-current standard rate, and we will tell you that rate in your renewal reminder.

13. Our responsibility to you

13.1 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or of our failing to use reasonable care and skill. We are not responsible for loss that is not foreseeable, or for business losses, as the Shop is for private consumers.

13.2 We do not exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, or for fraud.

13.3 Subject to clauses 13.1 and 13.2, our total liability to you in connection with any product is limited to the amount you have paid us for that product in the 12 months before the event giving rise to the claim.

14. Events outside our control

14.1 We are not responsible for delay or failure to deliver caused by events outside our reasonable control, including postal strikes and severe weather. If such an event occurs we will contact you as soon as possible, take reasonable steps to minimise the effect, and, if the delay is substantial, you may contact us to cancel affected products and receive a refund for products paid for but not received.

15. Your information

15.1 We only use your personal information as set out in our Privacy Policy.

16. Complaints

16.1 If you are unhappy with any product or with our service, please contact orders@twsgroup.com and we will do our best to resolve the problem.

17. General

17.1 We may update these Terms from time to time. The Terms that apply to your order are those in force when you place it. If we make a significant change that affects an active subscription, we will give you notice and you may cancel the affected subscription before the change takes effect.

17.2 We may transfer our rights and obligations under these Terms to another organisation, and will tell you in writing if this happens. This will not affect your rights.

17.3 If a court finds part of these Terms unlawful, the rest continue in force. If we delay in enforcing these Terms, we can still enforce them later.

17.4 These Terms are governed by English law and you can bring legal proceedings in the English courts. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.

Model Cancellation Form

Complete and return this form only if you wish to withdraw from the contract within the 14-day cooling-off period.

To Time Well Spent Group Limited, Epsilon House, Enterprise Road, Southampton Science Park, Southampton SO16 7NS, orders@twsgroup.com:

I hereby give notice that I cancel my contract for the supply of the following product/subscription: ______________________

Ordered on / received on: ______________________

Name of consumer: ______________________

Address of consumer: ______________________

Signature of consumer (only if this form is notified on paper): ______________________

Date: ______________________