Terms and Conditions

These terms and conditions govern your use of our website. Please read these terms in full before you use this website. If you do not accept these terms and conditions, please do not use this website. Your continued use of this website confirms your acceptance of these terms.

Website access

1.1 It is not necessary to register with us in order to use most parts of this website. However, some particular areas of this website mayok only be accessible only if you have registered.

Use of website

1.2 This website may be used for your own private purposes and in accordance with these terms and conditions.

1.3 You may print and download material from this website provided that you do not modify or reproduce any content without our prior written consent.

Website uptime

1.4 All reasonable measures are taken by us to ensure that this website is operational all day, every day. However, occasionally technical issues may result in some downtime and accordingly we will not be liable if this website is unavailable at any time.

1.5 Where possible we always try to give advance warning of maintenance issues that may result in website down time but we shall not be obliged to provide such notice.

Visitor provided material

1.6 Any material that a visitor to this website sends or posts to this website shall be considered non-proprietary and non confidential. We shall be entitled to copy, disclose, distribute or use for such other purpose as we deem appropriate all material provided to us, with the exception of personal information, the use of which is covered under our Privacy Policy.

1.7 When using this website you shall not post or send to or from this website any material:

(a) for which you have not obtained all necessary consents;

(b) that is discriminatory, obscene, pornographic, defamatory, liable to incite racial hatred, in breach of confidentiality or privacy, which may cause annoyance or inconvenience to others, which encourages or constitutes conduct that would be deemed a criminal offence, give rise to a civil liability, or otherwise is contrary to the law in the United Kingdom;

(c) which is harmful in nature including, and without limitation, computer viruses, Trojan horses, corrupted data, or other potentially harmful software or data.

1.8 We will fully co-operate with any law enforcement authorities or court order requiring us to disclose the identity or other details of any person posting material to this website in breach of Paragraph 1.7.

Links to and from other websites

1.9 Throughout this website you may find links to third party websites. The provision of a link to such a website does not mean that we endorse that website. If you visit any website via a link on this website you do so at your own risk.

1.10 Any party wishing to link to this website is entitled to do so provided that the conditions below are observed:

(a) you do not seek to imply that we are endorsing the services or products of another party unless this has been agreed with us in writing;

(b) you do not misrepresent your relationship with this website; and

(c) the website from which you link to this website does not contain offensive or otherwise controversial content or, content that infringes any intellectual property rights or other rights of a third party.

1.11 By linking to this website in breach of clause 1.10 you shall indemnify us for any loss or damage suffered to this website as a result of such linking.


1.12 Whilst we do take all reasonable steps to make sure that the information on this website is up to date and accurate at all times we do not guarantee that all material is accurate and, or up to date.

1.13 All material contained on this website is provided without any or warranty of any kind. You use the material on this website at your own discretion.

Exclusion of liability

1.14 We do not accept liability for any loss or damage that you suffer as a result of using this website.

1.15 Nothing in these terms and conditions shall exclude or limit liability for death or personal injury caused by negligence which cannot be excluded or under the law of the United Kingdom.


1.16 Your order will be processed and delivered without undue delay, no later than 30 days after your order has been placed.

1.17 Please allow for up to 7 working days for delivery following the dispatch of your order.

Cancellations, returns and refunds

1.3 All customers have the right to cancel their order under the Consumer Contracts
(Information, Cancellation & Additional Charges) Regulations.
1.4 Your right to cancel an order for goods starts the moment you place your order and ends
14 days from the day you receive your goods.
1.5 To meet the cancellation deadline, please notify us via email or phone about cancelling
the order before the cancellation period has expired. You can find a cancellation form in this link.
1.6 If you are in possession of the goods you are under the duty to retain them and take
reasonable care of them. You must send the goods back to us to our contact address at your
own cost (unless we delivered the item to you in error or the item is damaged or defective) as
soon as possible once you have cancelled the order.
1.7 We reserve the right to make a charge not exceeding our direct costs of recovering the
goods if you do not return the goods or return them at our expense.
1.8 Once you have notified us that you wish to cancel the order, any sum debited to us will be
refunded to you as soon as possible and in any event within 14 days of your cancellation.
1.9 You will not have any right to cancel an order for the supply of goods that are made to the
customer's specification or are clearly personalised.
1.10 In addition you will lose your right to cancel if you:
(a) unseal goods that are not suitable for return if they are unsealed, due to health protection
or hygiene reasons.
(b) combine goods with other goods after delivery so that they become inseparable.

Customer Complaints procedure

1.11 If you have a complaint about our organisation we want to hear about it and we will do
our best to put it right.

Our Customer Complaints Procedure has the following goals:
 To deal with complaints fairly, efficiently and effectively;
 To ensure that all complaints are handled in a consistent manner throughout;
 To increase customer satisfaction;
 To use complaints constructively in the planning and improvement of all services.

Who can complain?
Anyone who is:
 Receiving a product/service from DeNovo Healthcare Ltd
 Caring for someone who has a complaint;

How to complain

DeNovo Healthcare Ltd would like to sort out any complaint as soon as possible.
Many complaints can be resolved informally. In the first instance contact the DeNovo
Healthcare Ltd and, if you feel able, speak to the member of staff who is working with you or
ask to speak to their manager, who will try to sort the matter out.
If you make contact in person or by phone, make a note of the name of the person you speak
to. If a solution is offered at this point, make a note of this as well.
If you are not satisfied or do not wish an informal solution, you may pursue a formal

Write down your complaint and send it to:
Managing Director
DeNovo Healthcare Ltd
6a Cheddar Business Park
Wedmore Road
BS27 3EB

Phone Number: 01934 808416
Fax Number: 01934 808405
Email: sales@denovohealthcare.com

What Happens Next?

You will receive acknowledgement of your complaint within 5 working days. You may be
contacted to make sure that we have understood your complaint properly. You may be
interviewed by the person investigating the complaint.
You will receive a response to your complaint within 28 working days of its receipt. Any
extension of this time limit requires your consent.
Does this always happen?
In all cases, a complaint will be given full and fair consideration.
However, if as a result of your complaint, disciplinary proceedings are taken against a
member of staff, an internal procedure will apply. You will be informed that disciplinary
proceedings have taken place, but as these proceedings are confidential, you will only be
informed of the details or outcome of matters outside of this procedure.
If a criminal offence is alleged, then the police will be informed.
Can you have someone with you when your complaint is discussed?
Yes, you can.
Can you take your complaint elsewhere?
Yes, you can.
As a BHTA member Denovo Healthcare Ltd is signed up to the BHTA Code of Practice and
therefore is a willing participant in the BHTA complaints, mediation and arbitration process.
In the event of our internal complaints procedure being exhausted and you (the customer) are
still not happy we will give you the contact details for the BHTA so that you can approach
them for mediation which we will willingly participate in.

Law and jurisdiction

These terms and conditions are governed by English law. Any dispute arising in connection with these terms and conditions shall be subject to the exclusive jurisdiction of the Courts of England and Wales.