Service Terms & Conditions
Last updated: 11 August 2026Contents
These Service Terms & Conditions ("Terms") govern the provision of retail merchandising, store support and related services by EXCITY Retail Support Ltd ("EXCITY", "we", "us") to any business or individual who books our services ("Client", "you"). These Terms apply in addition to, and take precedence over, our general Website Terms & Conditions where the two conflict in relation to a booked service.
1. Definitions
- "Agreement" means the contract formed between EXCITY and the Client as described in Section 2, incorporating these Terms.
- "Services" means the retail merchandising, store support, audit or related work agreed in a confirmed quote.
- "Confirmed Quote" means the fixed price communicated to the Client in writing (by email or via the website) following review of the Client's specific requirements.
- "Site" means the store, warehouse or other location at which the Services are to be performed.
2. Formation of the contract
Any estimate generated by the quote calculator on this website is indicative only and does not form a contract. A binding Agreement is formed only when:
- The Client has provided EXCITY with their specific requirements (store count, location, service required, and timing), and
- EXCITY has issued a Confirmed Quote in writing, and
- The Client has confirmed acceptance of that Confirmed Quote in writing (including by email or text message).
These Terms are incorporated into every Agreement formed in this way, whether or not expressly referenced in the Confirmed Quote.
3. Pricing and quotes
Every Confirmed Quote is a fixed price agreed before work begins, calculated with reference to store count, team size, hours required, shift type (day or night), travel distance, any overnight accommodation required, and materials arrangements, in line with the pricing structure published on this website at the time of quoting.
A minimum charge applies to any single booking, and a minimum billable period applies per store visit, regardless of how quickly the work is actually completed, reflecting the fixed costs of travel and setup involved in any visit.
A Confirmed Quote remains valid for 14 days from the date issued, unless otherwise stated. If the scope of work changes after a quote is confirmed — for example, additional stores, additional hours, or a change of shift pattern — we will issue a revised quote before proceeding with the changed scope.
All prices are quoted exclusive of VAT unless stated otherwise. VAT will be added at the applicable rate where EXCITY is VAT registered.
4. Payment terms
Unless otherwise agreed in writing, invoices are payable within [INSERT YOUR PAYMENT TERMS, E.G. 14 DAYS] of the invoice date.
If payment is not received by the due date, we reserve the right to charge statutory interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998, currently set at the Bank of England base rate plus 8% per annum, together with the fixed statutory compensation sum applicable to the debt.
We reserve the right to suspend further bookings or ongoing work for a Client with an overdue balance until payment is brought up to date.
For new Clients, or where a booking involves materially higher risk (for example, a large multi-site rollout), we may request a deposit or payment in advance before confirming the booking.
5. Cancellation and rescheduling
We understand that retail schedules change. Our standard cancellation policy is:
- More than 48 hours' notice: no charge, and the booking can be rescheduled or cancelled free of charge.
- Between 24 and 48 hours' notice: 50% of the Confirmed Quote may be charged, reflecting team costs already committed.
- Less than 24 hours' notice, or a "no access" on arrival: the full Confirmed Quote may be charged, as the team has been booked, briefed and travelled to site.
We will always try to be reasonable where a genuine emergency has caused short-notice cancellation — contact us as soon as possible and we will discuss it with you directly. [CONFIRM THIS POLICY MATCHES WHAT YOU ACTUALLY WANT — ADJUST THE NOTICE PERIODS AND PERCENTAGES AS NEEDED]
6. How we deliver the service
We will perform the Services with reasonable care and skill, in line with our obligations under the Supply of Goods and Services Act 1982 and, where applicable, the Consumer Rights Act 2015.
We will work to the brief, planogram, changeover pack or checklist provided by the Client. Where the Client's brief does not match the physical conditions found on site (for example, a planogram that does not match the actual fixture), we will flag this to the Client as soon as it is identified, rather than proceeding on assumptions.
On completion of each job, we will provide photographic evidence and a written completion summary within 24 hours, as standard, at no additional charge.
7. Your obligations
To enable us to deliver the Services, the Client agrees to:
- Provide accurate information about the Site, including access arrangements, alarm codes (where relevant) and any site-specific health and safety requirements, in good time before the booking
- Ensure our team can access the Site at the agreed time
- Provide a clear and accurate brief, planogram or changeover pack for the work required
- Ensure the Site is reasonably safe for our team to work in, and notify us of any known hazards in advance
- Pay all invoices in accordance with Section 4
8. Liability and insurance
EXCITY holds public liability insurance [AND EMPLOYERS' LIABILITY INSURANCE, ONCE YOU HAVE STAFF] appropriate to the Services provided. Details are available on request.
Nothing in these Terms excludes or limits EXCITY's liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any liability that cannot be excluded or limited under English law.
Subject to the above, EXCITY's total liability arising out of or in connection with any single booking, whether in contract, tort (including negligence) or otherwise, is limited to the value of the Confirmed Quote for that booking.
EXCITY shall not be liable for any indirect or consequential loss, including loss of profit, loss of business, or loss of opportunity, arising from any booking.
Nothing in this Section is intended to exclude liability to an extent not permitted by the Unfair Contract Terms Act 1977 or any other applicable law.
9. Force majeure
Neither party will be liable for any failure or delay in performing their obligations under an Agreement where that failure or delay results from circumstances beyond their reasonable control, including but not limited to extreme weather, industrial action, or government restrictions. The affected party will notify the other as soon as reasonably possible and both parties will work together to agree revised timing.
10. Confidentiality
Each party agrees to keep confidential any commercially sensitive information disclosed by the other in connection with an Agreement, including pricing, planograms, store layouts and business plans, and not to disclose it to any third party without prior written consent, except as required by law.
11. Data protection
Each party will comply with its obligations under UK GDPR and the Data Protection Act 2018 in relation to any personal data processed in connection with an Agreement. See our Privacy Policy for details of how we handle personal data.
12. Disputes and governing law
We encourage Clients to raise any concern with us directly in the first instance, so we can try to resolve it quickly and informally. If a dispute cannot be resolved this way, these Terms and any Agreement formed under them are governed by the laws of England and Wales, and the parties submit to the exclusive jurisdiction of the courts of England and Wales.
13. General
Entire agreement: These Terms, together with the relevant Confirmed Quote, constitute the entire agreement between the parties for that booking, superseding any prior discussion or representation not recorded in writing.
Variation: Any variation to an Agreement must be agreed in writing between the parties.
Severability: If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
Third parties: A person who is not a party to an Agreement has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any of its terms.
Assignment: The Client may not assign or transfer its rights under an Agreement without our prior written consent.
Contact
Questions about these Terms can be sent to enquiries@excityretailsupport.co.uk.
These Terms are provided as a working draft grounded in current UK commercial law and do not constitute legal advice. Given that this document directly governs payment, cancellation and liability for your business, we strongly recommend having it reviewed by a qualified solicitor before relying on it — particularly the payment terms, cancellation percentages and liability cap, which are business decisions for you to confirm, not just legal wording.