Consumer Rights

Effective Date: August 3, 2025

Last Updated: August 3, 2025

Your Legal Rights

As a consumer, you have legal rights under UK law that cannot be excluded or limited. This page explains your rights when using Reclaimed Health services and how to exercise them.

What is a Consumer?

You are a consumer if you are an individual acting for purposes that are wholly or mainly outside your trade, business, craft, or profession.

Consumer Examples:

  • Parents using our app for family food safety
  • Individuals signing up for our waitlist
  • Home users accessing our website services

Your Rights Under Consumer Rights Act 2015

Digital Content Rights

Right to Digital Content Quality

Our digital services must be:

  • Of satisfactory quality: Meet the standard that a reasonable person would consider satisfactory
  • Fit for purpose: Suitable for the purpose for which it is supplied
  • As described: Match any description we provide

Right to Remedies

If our digital content doesn't meet these standards, you have the right to:

  • Repair or replacement: We must fix the problem or provide a replacement
  • Price reduction or refund: If repair/replacement isn't possible or fails
  • Compensation: For damage to your device or other digital content

Service Rights

Right to Services Performed with Care and Skill

Our services must be performed with reasonable care and skill, within a reasonable time, and for a reasonable price (where not fixed in advance).

Right to Repeat Performance or Price Reduction

If our service doesn't meet the required standard, you can ask us to perform it again or accept a price reduction.

Cancellation and Refund Rights

14-Day Cooling-Off Period

For Distance and Off-Premises Contracts

You have 14 days to cancel your contract without giving any reason, starting from:

  • Services: The day after you agreed to the contract
  • Digital content: The day after you agreed to the contract
  • Account creation: The day you created your account

How to Cancel

Cancellation Methods

  • Email: Send cancellation notice to info@reclaimed.health
  • Subject Line: “Cancellation Request - [Your Name/Email]”
  • Required Information: Your name, email, service details, reason for cancellation (optional)

Cancellation Confirmation

We will acknowledge your cancellation within 24 hours and process any refunds within 14 days using the same payment method you used for the original transaction.

Exceptions to Cancellation Rights

You Cannot Cancel:

  • Digital content if you agreed to immediate performance and acknowledged loss of cancellation rights
  • Services fully performed with your prior express consent
  • Personalised services that cannot be returned

Subscription and Recurring Services

Subscription Terms

For any future subscription services:

  • Clear notice before each renewal
  • Easy cancellation process
  • Refund for unused portions if cancelled mid-term
  • No automatic renewals without clear consent

Auto-Renewal Rights

You can cancel auto-renewing subscriptions at any time with at least 30 days' notice before the next renewal date. We will not charge you for subsequent periods.

Complaint Resolution

Step 1: Contact Us Directly

Email: info@reclaimed.health

Response Time: We aim to respond within 2 business days

Resolution Time: Most issues resolved within 14 days

Step 2: Alternative Dispute Resolution

Citizens Advice

Free, independent advice on consumer rights and dispute resolution.

Website: citizensadvice.org.uk

Trading Standards

Report serious breaches of consumer law to your local Trading Standards office.

Website: gov.uk/find-local-trading-standards-office

Step 3: Legal Action

Court Proceedings

You have the right to take legal action through the courts. For claims under £10,000, you can use the Small Claims Court, which is designed to be accessible without legal representation.

Accessibility and Inclusive Design

Right to Accessible Services

Under the Equality Act 2010, you have the right to services that are accessible and do not discriminate. We are committed to:

  • Making reasonable adjustments for disabled users
  • Providing accessible digital content
  • Ensuring our services work with assistive technologies
  • Offering alternative formats when needed

Data Protection Rights

UK GDPR Rights

As a consumer, you have specific rights regarding your personal data. For full details, see our Privacy Policy.

These rights include access, rectification, erasure, portability, and the right to object to processing.

Contact Information for Consumer Rights

For Consumer Rights Issues:

  • Email: info@reclaimed.health
  • Subject Line: “Consumer Rights Enquiry”
  • Response Time: Within 2 business days

What to Include in Your Message:

  • Your name and email address
  • Description of the issue or right you wish to exercise
  • Relevant dates and details
  • What resolution you are seeking

This consumer rights information complies with UK consumer protection law and explains your statutory rights. Nothing in our terms of service affects these rights. If you have questions about your consumer rights, please contact us at info@reclaimed.health.

Document Version: 1.0

Review Date: August 3, 2026

Compliance: Consumer Rights Act 2015, Consumer Protection from Unfair Trading Regulations 2008

Legal Framework: UK Consumer Law, Distance Selling Regulations