9. YOUR RIGHTS TO END THE CONTRACT
9.1 You can end your Contract with us as follows:
(PLEASE NOTE: your right to end your Contract is subject to certain important exclusions, which are set out in clause 9.4 below. Please check these carefully.)
Your rights when you end the Contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the Contract:
(a) If what you have bought is faulty or mis-described you may have a legal right to end the Contract (or to get the Product repaired or replaced or a service re-performed or to get some or all of your money back), see clause 12;
(b) If you want to end the Contract because of something we have done or have told you we are going to do, see clause 9.2;
(c) If you have just changed your mind about the Product, you may be able to get a refund as set out in clause 9.3 if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any Goods;
(d) In all other cases (if we are not at fault and there is no right to change your mind), see clause 9.6.
9.2 Ending the Contract because of something we have done or are going to do: If:
(a) we have told you about an upcoming change to the Product or these Terms and Conditions which you do not agree to;
(b) we have told you about an error in the price or description of the Product you have ordered and you do not wish to proceed;
(c) there is a risk that supply of the Products may be significantly delayed because of events outside our control;
(d) we have suspended supply of the Products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than a week; or
(e) you have a legal right to end the Contract because of something we have done wrong,
you may end the Contract and we will refund you in full for any Products which have not been provided and you may also be entitled to compensation.
9.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013): For most Products bought online you have a legal right to change your mind within 14 days and receive a refund, although please see clause 9.4. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
9.4 IMPORTANT: When you do not have the right to change your mind. You do not have a right to change your mind in respect of:
(a) the Content, after you have started to download or stream the Content in question;
(b) any Goods that has been personalised;
(c) any dislike of the Content after expiry of the 14 day period mentioned at clause 9.3; and
(d) any failure by you to adhere to the Content after expiry of the 14 day period mentioned at clause 9.3.
9.5 How long do I have to change my mind? If you do have the right to change your mind, how long you have to do so depends on what you have ordered and how it is delivered:
(a) Have you bought Content? If so, you have 14 days after the day we email you to confirm we accept your order, or, if earlier, until you start downloading or streaming paid content.
(b) Have you bought Goods?, If so you have 14 days after the day you receive the Goods, unless:
(i) Your Goods are split into several deliveries over different days. In this case you have until 14 days after the day you receive the last delivery to change your mind about the Goods.
(ii) Your Goods are for regular delivery over a set period. In this case you have until 14 days after the day you receive the first delivery of the Goods.
9.6 Ending the Contract where we are not at fault and there is no right to change your mind: Even if we are not at fault and you do not have a right to change your mind (see clause 9.1), you can still end the Contract before it is completed, but you may have to pay us compensation. A Contract is completed when the Product is delivered, downloaded or streamed; and paid for. A Contract is completed when we have finished providing the Products and you have paid for them. If you want to end a Contract before it is completed where we are not at fault and you have not changed your mind within the time period specified, just contact us to let us know. The Contract will end immediately and we will refund any sums paid by you for Products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the Contract