root biotics ltd

Online Terms and Conditions of Sale and Subscription

Please read the following important terms and conditions before you buy anything on our website and check that they contain everything you want and nothing that you are not willing to agree to.

These terms set out:

  • your legal rights and responsibilities;

  • our legal rights and responsibilities; and

  • certain key information required by law.

In this contract:

‘we’, ‘us’ or ‘our’ means Root Biotics Ltd; and

‘you’ or ‘your’ means the person using our site to buy goods from us.

If you have any questions about this contract or any orders you have placed, please contact us by sending us an email

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who are we?

We are Root Biotics Ltd, a company registered in England under company number: 14361442.

Our registered office is at:  128 City Road, London, United Kingdom, EC1V 2NX

The details of this contract will not be filed by us. Please print out or save a copy of this contract for your records as we will not save a copy for you.

Our goods are sold as a food supplement which is regulated in the United Kingdom as a food product.

introduction

​If you buy goods on our site, you agree to be legally bound by this contract.

These terms and conditions apply only if you are buying goods on our site as a consumer (i.e for purposes outside of your business, craft or profession). If you are buying goods on our site in the course of business, our business terms and conditions apply to such purchases, which can be viewed on request.

This contract is only available in English. No other languages will apply to this contract.

When buying any goods on our site you also agree to be legally bound by the terms of this contract.

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information we give you

By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that we must give you certain key information before a legally binding contract between you and us is made. If you want to see this key information, please contact us using the contact details at the top of this page.​

The key information we give you by law forms part of this contract (as though it is set out in full here).

If we have to change any key information once a legally binding contract between you and us is made, we can only do this if you agree to it.

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your privacy and personal information

Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information.

ordering goods from us

Below, we set out how a legally binding contract between you and us is made. You may only purchase goods from us if you are at least 18 years old.

You place an order on the site for goods. Please read and check your order carefully before submitting it. You will be able to correct any errors before submitting your order to us. Alternatively, you can make orders for goods by telephone on the number set out on the site.

When you place your order, we will acknowledge it by email. This acknowledgement does not, however, mean that your order has been accepted by us.

We may contact you to say that we do not accept your order (or notify you on the phone if you place an order by telephone). This is typically for the following reasons:

  • the goods are unavailable;

  • we cannot authorise your payment;

  • you are not allowed to buy the goods from us;

  • we are not allowed to sell the goods to you;

  • you have ordered too many goods; or

  • there has been a mistake on the pricing or description of the goods.

We will only accept your order when we email you to confirm this (Confirmation Email). At this point:

  • a legally binding contract will be in place between you and us; and

  • we will dispatch the goods to you.

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one off purchase terms

​You can purchase goods to be delivered to you as a one off purchases. We have 2 one off purchase options; 1 month or 3 month supply. For more details on our one off purchases, please visit our website.

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automatic renewal subscription terms​

You can subscribe to have goods delivered to you on a regular basis. We have 1 subscription option: monthly flexible subscription. For more details on our subscription plan, please visit our website.

Once you have subscribed, you will receive a confirmation email from us. You can access your subscription account at any time where you can view your subscription details. Your subscription is personal to you and you may not assign or transfer your subscription or any of the benefits associated with it to any third party.

delivery of the starter kit

​The starter kit is the name for the first order received of any subscription or one off purchase, and includes the Root branded aluminium capsule holder

 

terms of subscription

On the monthly flexible subscription plan you will continue to receive your monthly subscription delivery each month until cancelled by you or us.

delivery terms

When you subscribe, your first order will be processed immediately and then on the same day of each month (subject to any changes you make in accordance with this clause 5) until cancelled by you or us.

​We will send you an email reminder 7 days before the date of despatch of your next delivery which will also include instructions on how to modify your order if you wish to do so.  You will also receive other email notifications related to your subscription account.

You will a 30 day supply (60 capsules) every month during your subscription term.

changes to your subscription

Subject to clauses below, you can make changes to your subscription at any time by emailing one of our customer representatives. The details of you subscription can be viewed by logging into your subscription account.

payment

All subscription plans and one off purchases will be charged in advance and on a monthly basis if a subscription.

 

cancellation policy

We strive to ensure all our customers are satisfied with their purchases. If you are not entirely satisfied with your purchase, we’re here to help.

If you have signed up for the 1 monthly subscription or a one off purchase and if for any reason you are not satisfied with your starter kit purchase, you may request a refund within 30 days of delivery of your first order.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

​Once we receive your item, we will notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a week, depending on your card issuer’s policies.

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automatic renewal subscription orders

Automatic renewal subscription orders, in this case, refer to the subsequent deliveries following the delivery of the starter kit as mentioned in the section above.

 

IF YOU ARE A MEMBER OF OUR AUTOMATIC RENEWAL SUBSCRIPTION PROGRAMS AND YOU HAVE PROVIDED US WITH A VALID CREDIT CARD NUMBER OR AN ALTERNATE PAYMENT METHOD, EACH SHIPMENT WILL BE AUTOMATICALLY PROCESSED AT THE TIME OF EACH SUCCESSIVE SHIPMENT AND/OR INSTALLMENT AND WILL BE BILLED TO THE PAYMENT METHOD YOU PROVIDED TO US AT THE TIME OF YOUR INITIAL PURCHASE AND ENROLLMENT.

IF YOU WISH TO CHANGE OR CANCEL YOUR PARTICIPATION IN OUR AUTOMATIC RENEWAL SUBSCRIPTION PROGRAMS, YOU MAY DO SO BY EMAILING ONE OF OUR CUSTOMER REPRESENTATIVES OR BY LOGGING IN TO YOUR ACCOUNT ON THE WEBSITE.

​You can cancel your participation in our automatic renewal subscription at any time prior to despatch. Kindly note that all subscription cancellations must take place before shipments have been processed.

You will receive an email confirmation to confirm that your subscription has been cancelled.

You are obligated to provide current, complete, and accurate information for your billing account. You are responsible for promptly updating all information to keep your billing account current, complete, and accurate (e.g., change in billing address, credit card number, or credit card expiration date). You must promptly notify us if your credit card information is cancelled or is no longer valid (e.g., loss or theft). Changes to such information can be made by emailing a customer service representative. If you fail to timely update your credit card information, your membership in our automatic renewal program may be terminated and your account may be sent for collection.

return and refund policy

To request a refund, simply email us within 30 days of your first monthly subscription order, and someone will be happy to help. Refunds take approximately 2–-5 days to process.

If your refund request is made outside of the 30-day period above, we are unable to issue a refund or offer credit.

We are only able to offer refunds for your first monthly subscription order, and not for subsequent refills, even if those subsequent shipments are billed, paid, or shipped during the 30-day period above. For all such subsequent shipments, you may reschedule or cancel your subscription in your online account or by emailing one of our customer representatives on support@rootbiotics.co.uk. Subscriptions that are cancelled and then reactivated later are not eligible for a refund.

 

general terms

Please allow up to 72 hours for any changes to your subscription to be processed.

​In the event that we remove an item from our range of products, it will be removed from your next delivery and you will not be charged. If we have a suitable replacement, you will be notified of this change. If you do not wish to continue with your subscription for a replacement product, you may cancel your subscription and a refund will be processed for any unopened products returned to us within 14 days of receipt.

​If any product is not available on the date it is scheduled to be dispatched to you, you will be notified of the delay and we will attempt to fulfil the order within two weeks of the original dispatch date. If the product becomes available during that two-week period, it will be dispatched to you without any further action required by you.

We reserve the right to cancel your subscription at our discretion at any time. If we cancel your subscription, you will only be charged for orders that have been dispatched to you.

If you wish to return a product you have received, please see below.

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right to cancel

Except for any cancellation of subscriptions which are dealt with in the above clauses, you have the right to cancel this contract within 14 days without giving any reason. Details of your legal right to cancel and an explanation of how to exercise it are provided in the Confirmation Email.

The cancellation period will expire after 14 days from the day on which you receive the goods.

To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement by email. If you send a cancellation request by email, your cancellation is effective from the date you sent us the email or posted the letter to us.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

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effects of cancellation

Except for any cancellation automatic renewal subscription orders which are dealt with above, if you cancel this contract, we will reimburse to you all payments received from you less shipping, VAT, and duties.

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than:

  • 14 days after the day we received back from you any goods supplied; or

  • (if earlier) 14 days after the day you provide evidence that you have returned the goods; or

  • if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

We may withhold reimbursement until we have received the goods back.

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if you have received goods:

  • you shall send back the goods without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired;

  • you will have to bear the direct cost of returning the goods; and

  • you are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

delivery

We use third-party couriers to deliver our goods.

Delivery will take place at the address specified by you when you placed your order with us.

Unless you and we agree otherwise, if we cannot deliver your goods within 30 days of the date of your Confirmation Email, we will:

  • let you know;

  • cancel your order; and

  • give you a refund.

If nobody is available to take delivery, please contact us by email.

You are responsible for the goods once they have been delivered to the address specified by you when you placed your order with us. In other words, the risk in the goods passes to you when you take, or a third party notified by you takes, possession of the goods.

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international deliveries

We do not currently offer international deliveries.

payment

The price of our goods includes delivery charges.

We accept the following credit cards and debit cards: Visa and Mastercard.

We will do all that we reasonably can to ensure that all of the information you give us when paying for the goods is secure by using an encrypted secure payment mechanism. However, in the absence of negligence on our part, any failure by us to comply with this contract or our Privacy Policy or breach by us of our duties under applicable laws, we will not be legally responsible to you for any loss that you may suffer if a third party gains unauthorised access to any information that you give us.

Your credit card or debit card will only be charged when the goods are dispatched.

All payments by credit card or debit card need to be authorised by the relevant card issuer.

If your payment is not received by us and you have already received the goods, you must:

  • pay for such goods as soon as possible and in any case within 10 days; or

  • return them to us as soon as possible and in any case within 10 days. If so, you must keep the goods in your possession, take reasonable care of them (including ensuring that you follow any instructions or manuals given with the goods) and not use them before you return them to us.

  • If you do not pay for the goods and fail to return them, we may collect the goods from you at your expense. We will try to contact you to let you know if we intend to do this.

Nothing in this clause affects your legal rights to cancel the contract during the cancellation period.

All prices are in pounds sterling (£) (GBP).

nature of the goods

The Consumer Rights Act 2015 gives you certain legal rights (also known as ‘statutory rights’). The goods that we provide to you must be as described, fit for purpose and of satisfactory quality.

We are under a legal duty to supply you with goods that are in conformity with this contract.

The packaging of the goods may be different from that shown on the site.​

Any goods sold at discount prices, as remnants or as substandard will be identified and sold as such. Please check that they are of a satisfactory quality for their intended use.

If we can’t supply certain goods, we may need to substitute them with alternative goods of equal or better standard and value. In this case:

  • we will let you know if we intend to do this but this may not always be possible; and

  • you can refuse to accept such substitutes, in which case we will offer you a refund or a replacement and let you know how long such an offer remains open for.

Except as set out in this contract, you acknowledge and agree that we do not give any guarantees that our goods will achieve any particular results or benefits.

 

faulty goods​

Your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’) are set out at the top of this page. They are a summary of some of your key rights. For more detailed information on your rights and what you should expect from us, please visit the Citizens Advice website www.citizensadvice.org.uk or call 03454 04 05 06.

Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.

If your goods are faulty, please email us.

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end of the contract

If this contract is ended it will not affect our right to receive any money which you owe to us under this contract.

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limitation on our liability​

Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for any:

  • losses that were not foreseeable to you and us when the contract was formed;

  • losses that were not caused by any breach on our part;

  • business losses; or

  • losses to non-consumers.

third party rights

No one other than a party to this contract has any right to enforce any term of this contract.

disputes

We will try to resolve any disputes with you quickly and efficiently. If you are unhappy with the goods you ordered, our service to you or any other matter, please contact us as soon as possible by email.

Relevant United Kingdom law will apply to this contract. If you want to take court proceedings, the courts of the region of the United Kingdom in which you live will have non-exclusive jurisdiction in relation to this contract.

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sms terms of service

Mobile Message Service Terms and Conditions

Last updated: October 2022

The Root Biotics mobile message service (the “Service”) is operated by Root Biotics Ltd, “Root”, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.

We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message and data rates may apply.

Text messages may be sent using an automatic telephone dialing system or other technology. Your consent to receive autodialed marketing text messages is not required as a condition of purchasing any goods or services. If you have opted in, the Service provides updates, alerts, and information (e.g., order updates, account alerts, etc.), as well as promotions, specials, and other marketing offers (e.g., cart reminders) from Root Biotics via text messages through your wireless provider to the mobile number you provided. Message frequency varies. Click the unsubscribe link in any text message to cancel at any time. You’ll receive a one-time opt-out confirmation text message. If you have subscribed to other Root Biotics mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms. For Service support or assistance, reply to any text from Root Biotics with HELP, or email support@rootbiotics.co.uk.

We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honouring requests made in such messages.

The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. You agree to maintain accurate, complete, and up-to-date information with us related to your receipt of messages.

To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.