Terms and conditions of sale

The website fexuro.com is operated by Rolling Bay Limited, a company registered in England and Wales under number 13943053.

Registered office: Office 3, Suite A, 13 Reeves Way, South Woodham Ferrers, CM3 5XF, United Kingdom.

Publication director: Jessica Tillett, Director of Rolling Bay Limited.

For any request, users are invited to use the chat available on the website as a priority or to write to: contact@fexuro.com.

The website is hosted via AWS CloudFront.

Accessing the website, creating an account or subscribing to any offer implies full acceptance of these Terms and Conditions of Sale.

Fexuro provides personal assistance for bookings, calls and research through one-off Assistance Packs and the Monthly Assistance Plan.

Users may also subscribe separately to the digital Magazine (£7.60/month after a 7-day free period).

The services are intended exclusively for adults acting for personal use. Any unlawful, abusive, fraudulent or unauthorised use may result in the temporary or permanent suspension of the relevant account.

Fexuro acts as an intermediary and, where necessary, on the customer’s behalf when contacting or dealing with third parties. Any final material services may be carried out by external providers, who remain solely responsible for their own performance.

3.1 – Assistance Packs

Assistance Packs are one-off purchases of personal-assistance time: 2 hours for £19, 3 hours for £29, 4 hours for £39, 7 hours for £49 or 8 hours for £59. Purchased hours are credited to the customer’s personal area and are used as assistance is delivered. Customers may purchase additional Assistance Packs when needed. Assistance Packs do not renew automatically.

3.2 – Monthly Assistance Plan

The Monthly Assistance Plan provides 11 hours of personal assistance per month for £69/month. It begins with a 3-day trial charged at £0.10 and then renews monthly unless cancelled. Assistance time may be used for bookings, calls, research and other supported service categories.

Fexuro reserves the right to refuse any request that it considers clearly unlawful, unsafe, disproportionate, contrary to public policy or outside the normal scope of the service. The service consists of the Fexuro team analysing, processing, monitoring, exchanging information about and following up on the customer’s request.

3.3 – Magazine

The Magazine subscription allows the customer to receive a digital publication issued weekly under the Fexuro brand.

The Magazine is separate from Assistance Packs and the Monthly Assistance Plan. It does not include or increase assistance hours and may be subscribed to separately or alongside either assistance offer.

The Magazine may include selections, recommendations, inspiration, practical information, themed content and, more generally, any material that forms part of Fexuro’s editorial line.

Subscribing to a Fexuro service requires the prior creation of a customer account. For that purpose, the user must provide accurate, complete and up-to-date information, including identity details, a valid email address, a telephone number and valid payment details.

Once registration is completed, the user is given access to a personal area through which they may, among other things:

• review active subscriptions,
• update certain personal details,
• track taxi bookings and service requests,
• access invoices,
• manage subscription cancellation,
• access the Magazine where applicable.

Login credentials are personal. The customer is responsible for keeping them confidential and for all use of the account until any unauthorised access is reported.

Fexuro implements reasonable technical and organisational measures intended to protect access to the website, customer accounts and associated data.

5.1 – Assistance Packs and Monthly Assistance Plan

Assistance Packs are charged once at purchase: £19 for 2 hours, £29 for 3 hours, £39 for 4 hours, £49 for 7 hours and £59 for 8 hours. They do not renew automatically.

The Monthly Assistance Plan includes 11 hours of assistance for £69/month, following a 3-day trial charged at £0.10. It renews monthly unless cancelled.

5.2 – Magazine

The digital Magazine costs £7.60 per month after a seven (7) day free period and renews automatically unless cancelled beforehand.

The Magazine subscription is for an indefinite term and may be cancelled at any time. It is separate from Assistance Packs and the Monthly Assistance Plan; cancellation of one service does not automatically cancel another.

Fexuro reserves the right to modify its rates. Customers with an ongoing subscription will be notified in advance of any change affecting that subscription.

5.3 – Common pricing provisions

Assistance Packs are collected as a one-off payment. The Monthly Assistance Plan and Magazine are billed according to the payment schedule shown at checkout.

For technical or administrative reasons, Fexuro may split a charge or combine several amounts due, provided that this does not result in any extra cost to the customer.

Any fees charged by the customer’s bank, card issuer or payment method provider remain outside Fexuro’s control and responsibility.

Payments are made by bank card through a secure payment solution.

Assistance Packs are charged in full at the time of purchase. The Monthly Assistance Plan is charged £0.10 for the 3-day trial and then £69 at the start of each monthly billing period. The Magazine is charged £7.60 per month after its 7-day free period.

The Monthly Assistance Plan and Magazine renew automatically at the end of each relevant billing period unless cancelled in advance in accordance with these Terms and Conditions. Assistance Packs do not renew automatically.

If payment fails, the card has expired, the bank refuses the payment, funds are insufficient or any other charging issue arises, Fexuro may notify the customer and suspend access to the relevant service until the situation is regularised.

Invoices and payment confirmations are available through the personal area or may be provided on request.

The Monthly Assistance Plan and Magazine subscriptions are entered into for an indefinite period and renew automatically at the end of each billing cycle unless cancelled in advance. Assistance Packs are one-off purchases and therefore require no subscription cancellation.

The customer may cancel a subscription at any time:

• through the unsubscribe form available on the Contact page,
• from the Manage my subscription page,
• or through the chat available on the website, which should be used as a priority for any request.

Where the customer has subscribed to both the Monthly Assistance Plan and Magazine, cancellation of one does not automatically cancel the other unless a specific bundled offer expressly states otherwise.

Unless the statutory right to cancel is exercised or a more favourable commercial guarantee applies, cancellation takes effect at the end of the period already paid for. No cancellation penalty is charged.

For distance contracts, consumer customers benefit from a fourteen (14) day cancellation period from the day after the contract is entered into, subject to the applicable legal rules.

The right to cancel may be exercised by making a clear statement of the decision to cancel, whether from the customer area, by email or by using a cancellation form where one is made available.

Where cancellation is validly exercised, sums paid for the relevant service will be refunded within fourteen (14) days from receipt of the cancellation request, using the original payment method unless otherwise agreed.

If the customer expressly requests that assistance begin before the end of the cancellation period, the customer remains liable for the assistance already delivered from an Assistance Pack or Monthly Assistance Plan up to the time cancellation is communicated.

For digital content not supplied on a tangible medium, including the Magazine where applicable, the right to cancel may be lost once supply has begun if the customer has given express consent to immediate supply and acknowledged that the right to cancel will be lost in those circumstances.

Fexuro offers a commercial guarantee of the “satisfied or refunded” type.

The customer may request reimbursement of their last paid subscription period. This guarantee is independent from the legal right of withdrawal.

Any refund request made under this guarantee may relate only to the most recent charge.

The request may be submitted via chat, from the personal account area or by email.

If accepted, the refund is made within a maximum period of fourteen (14) days.

This commercial guarantee is in addition to the consumer’s legal rights and does not replace them.

Fexuro provides an assistance, coordination and intermediation service. Its liability must be assessed within that scope only.

Any services materially carried out by third parties remain the sole responsibility of those third-party providers. Fexuro is not liable for delays, cancellations, failures of performance, quality defects or damage attributable to external providers.

Fexuro is also not liable for temporary website interruptions, technical failures, force majeure events or inability to process a request because the customer provided incorrect, incomplete or late information.

Personal data collected in connection with use of the website and services are processed for the purposes of managing customer accounts, subscriptions, requests addressed to Fexuro, customer relations, invoicing, service security and compliance with legal obligations.

Certain data may be disclosed to technical providers, the hosting provider or the payment processor where this is necessary for operation of the services or required by law. Full bank card details are not retained by Fexuro.

Public Website content is delivered through Amazon CloudFront's global network. Personal data is processed by authorised service providers under applicable contractual, security and international-transfer safeguards. Appropriate technical and organisational measures are implemented in order to ensure a suitable level of security.

In accordance with applicable law, the customer may exercise rights of access, rectification, erasure, restriction, objection and, where applicable, portability by writing to contact@fexuro.com.

For any question, difficulty or complaint, the customer may contact Fexuro through the website chat, their personal area or by email at contact@fexuro.com.

An amicable solution will be sought before any formal legal action is considered.

Where a dispute remains unresolved, consumer customers may use any competent alternative dispute resolution body where applicable.

These Terms and Conditions of Sale are governed by the law of England and Wales for customers located outside the European Economic Area and outside the United Kingdom.

For consumers located in the United Kingdom, or in another country whose mandatory consumer protection rules apply, nothing in these Terms and Conditions limits any mandatory rights available under the law of the customer’s habitual place of residence.

Jurisdiction shall be determined in accordance with the applicable legal rules, including any mandatory consumer protection provisions that apply to the customer.

These Terms and Conditions may be made available in more than one language. In the event of any inconsistency of interpretation, the version made available to the customer in a language they understand shall prevail. For customers residing in the United Kingdom, the English version shall prevail.

(Complete and return this form only if you wish to withdraw from the contract.)

To: Rolling Bay Limited — E-mail: contact@fexuro.com

I/We (*) hereby notify you of my/our (*) withdrawal from the contract for the provision of the following service:

• Service booked on: …
• Name of consumer(s): …
• Address of consumer(s): …
• Signature of consumer(s) (only if this form is submitted on paper): …
• Date: …

(*) Delete as appropriate.