General Terms and Conditions & Product Terms and Conditions
Effective Date: February 2025
General Terms and Conditions
1. Introduction
These Terms & Conditions govern your use of the Urban Planet website and services. By accessing our website, you agree to these terms.
2. Services
Urban Planet provides hybrid print management, design, marketing, and merchandise solutions. We reserve the right to modify or discontinue any service without notice.
3. Orders & Payments
All orders are subject to availability.
Payments must be completed before order fulfillment.
We reserve the right to refuse any order.
4. Intellectual Property
All content, designs, and branding on this website are owned by Urban Planet or its licensors. You may not use, reproduce, or distribute any content without permission.
5. Liability Disclaimer
We are not responsible for:
Any indirect, incidental, or consequential damages arising from your use of our services.
External links or third-party services that may be linked on our website.
6. Refunds & Returns
Custom and print-on-demand items are non-refundable unless defective.
Refund requests must be submitted within 24 hours of purchase.
7. User Conduct
You agree not to:
Use our website for unlawful purposes.
Submit false or misleading information.
Attempt to interfere with our security measures.
8. Termination
We reserve the right to terminate accounts that violate these terms.
9. Governing Law
These Terms & Conditions are governed by the laws of Great Britain.
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Product Terms and Conditions
1. What this agreement is about
1.1. By using the services provided by Urban Planet Comms Ltd (“Urban Planet”),you agree to be bound by these terms and conditions (“Terms”).
1.2. Urban Planet (and it’s third-party suppliers) encompasses a range of products and services for managing online shops. References to Urban Planet in these Terms include all related products and services, including trials and demonstrations.
1.3. Any new features or modifications to Urban Planet are also subject to these Terms.
1.4. We may update these Terms at any time. While we will make reasonable efforts to notify you via email, it is your responsibility to regularly review the latest version of these Terms. Continued use of Urban Planet signifies your acceptance of any changes.
2. Who This Agreement is Between
2.1. This agreement is between you, the user, and Urban Planet Comms Ltd (company number 07839983, VAT number GB 135 975 677, registered office: 1 Andromeda House, Calleva Park, Reading RG7 8AP United Kingdom).
2.2. By entering into this agreement, both parties agree to adhere to these Terms.
2.3. You must read, agree to, and accept all terms and conditions contained or referenced in separate documentation sent.
2.4. If you do not agree with these Terms, you must not use Urban Planet.
3. Who May Use Urban Planet
3.1. You must be 18 years or older to use Urban Planet.
3.2. To use Urban Planet, you must create an account (“Account”) by providing an email address and any other required information. We reserve the right to reject or cancel your Account at our discretion.
3.3. You acknowledge that we will use your email address as the primary method of communication (“Primary Email Address”). Ensure this email address can send and receive messages and monitor it regularly.
3.4. You are responsible for all content created and activities conducted under your Account.
4. Your Data
4.1. Regularly check your Primary Email Address. Notices sent to this address are considered effective, even if you do not access your email.
4.2. Ensure all contact and account details are accurate and up-to-date.
4.3. All data input into Urban Planet or any of our third-party platforms (Symphony Commerce/Shopify/Swag) remains your property. Access to your data depends on compliance with these Terms and full payment of fees.
4.4. Keep copies of all data inputted into Urban Planet. While we strive to prevent data loss or damage, we cannot guarantee this.
4.5. At the end of any trial or demo, if you do not subscribe to Urban Planet, your data may be deleted.
4.6. Upon termination of this agreement, your data may be deleted. To retain your data, request a copy by emailing info@urbanplanetltd.com before the termination date.
4.7. We may use your data for our own analysis and service improvement but will never share it with third parties.
4.8. If you provide personal data, you authorise us to process it per the Data Protection Act 2018 (“Data Protection Laws”).
4.9. To opt-out of data use for research, marketing, or targeted advertising, email info@urbanplanetltd.com.
4.10. We will use customer data to:
- Provide, manage, and administer your use of Urban Planet.
- Fulfill our contractual obligations.
- Undertake internal testing for security, performance, and improvement, using anonymised data.
4.11. You warrant that:
- You will comply with Data Protection Laws.
- You are authorised to disclose personal data to us.
- You have obtained necessary consents for processing personal data as required by law.
4.12. We warrant that we will:
- Comply with applicable Data Protection Laws.
- Implement appropriate technical and organisational measures against unauthorised processing or accidental loss of personal data.
- Ensure the reliability of employees who have access to personal data.
4.13. We may provide your data to:
- Our agents, service providers, and affiliates.
- Law enforcement agencies.
- Any entity required by law.
4.14. Your materials may be transferred unencrypted and modified to meet technical requirements.
5. Log in as customer feature
5.1. Merchant responsibility: By utilising the "Log in as Customer" feature, the Merchant acknowledges and agrees that it is solely responsible for ensuring compliance with all applicable data protection and privacy laws, including but not limited to GDPR, CCPA, and other relevant regulations. This includes obtaining all necessary consents from the Merchant's customers prior to using this feature.
5.2. Consent and compliance: The Merchant must ensure that explicit consent has been obtained from their customers for any access, processing, or handling of personal data through the "Log in as Customer" feature. The Merchant confirms that it has implemented appropriate measures to safeguard customer data and that such measures comply with all relevant data protection laws.
5.3. Good faith operation: Urban Planet operates in good faith that the Merchant has obtained all necessary consents and complied with applicable data protection requirements. Urban Planet does not verify the Merchant's compliance with data protection laws and relies on the Merchant's confirmation that all necessary consents have been obtained.
5.4. Liability disclaimer: Urban Planet shall not be held liable for any data protection or privacy compliance issues arising from the Merchant's use of the "Log in as Customer" feature. By accepting these Terms of Service, the Merchant agrees to indemnify and hold Urban Planet harmless from any claims, damages, or legal actions resulting from the Merchant's failure to comply with applicable data protection laws or obtain necessary customer consents.
5.5. Confirmation of Compliance: By using the "Log in As Customer" feature, the Merchant confirms that:
- All necessary consents from customers have been obtained.
- The Merchant's use of the feature is compliant with all relevant data protection and privacy regulations.
- The Merchant has in place adequate policies and procedures to protect customer data and address any data protection issues that may arise.
5.6. Breach and Consequences: Any failure by the Merchant to comply with these terms, including obtaining necessary customer consents, may result in suspension or termination of access to the "Log in As Customer" feature. Urban Planet reserves the right to take any necessary action to protect itself from liability or damage arising from the Merchant's non-compliance with data protection laws.
6. Demos and Trials
6.1. Demo accounts are not secure. To secure your data, register for an Account.
7. Marketing
7.1. Without explicit permission, we may use your business name, online shop details, and images for our marketing materials.
7.2. We will not disclose your business performance data publicly without permission but may publish anonymised data about Urban Planet users.
8. Implementation, Subscriptions & Ongoing Fees
8.1. Implementation Fees:
- Opt for our implementation service upon sign-up. Fees are based on the agreed scope of work and any adjustments will be agreed upon before additional work begins.
8.2. Subscription Fees:
- Charged immediately for the remaining days of the current month upon plan sign-up or upgrade.
- Subscription payments are either monthly or annually.
- 30 days' notice for any price changes; changes take effect at the start of the next subscription period.
- No refunds for amounts paid in advance if you cancel your Subscription.
8.3. Shared Success Fee:
- A monthly fee based on the Gross Merchant Value (“GMV”) generated through our platform as long as your website is live. The GMV is calculated based on the total sales volume processed through Urban Planet. The website is considered “live” when it is fully capable of receiving and processing orders from customers, live sites are rarely 100% perfect as ongoing work is normal.
- Aligns our interests with yours, supporting ongoing development and improvement.
- Fees are charged directly from your account or charged to the payment method on file.
8.4. Domain:
- Domains purchased via Urban Planet will automatically renew annually unless deactivated.
8.5. Emails:
- Emails generated through Urban Planet must comply with all applicable laws and guidelines.
- Content scanning is employed to limit spam and other malicious content.
- You are responsible for ensuring email lists are permission-based and include a working unsubscribe link.
8.6. Billing:
- Invoices are sent and are available on request.
- A valid payment method must be kept on file for all incurred and recurring fees.
- Fees are charged pro-forma, with any additional fees billed monthly.
- You will have up to two weeks to bring up any issues with regards to billing.
- If we are unable to successfully process payments of fees within 28 days of our initial attempt, we may suspend and revoke access to your Account and Urban Planet. You may not be able to access your Account or storefront during any period of suspension. If the outstanding fees remain unpaid for 60 days following the date of suspension, we reserve the right to terminate your Account.
- We reserve the right to charge interest on invoiced amounts overdue at the statutory rate as prescribed pursuant to Section 6 of the Late Payment of Commercial Debts (Interest) Act 1998 (as may be calculated using the calculator on the website: www.payontime.co.uk).
9. Your Website
9.1. Store Owner:
- The person signing up for Urban Planet is the contracting party and responsible for the Account.
- Employers signing up must use an employer-issued email and confirm authority to bind the employer to these Terms.
9.2. Staff Accounts:
- Create Staff Accounts based on your pricing plan to allow others to access your Account with varying permission levels.
9.3. Dispute Resolution:
- We reserve the right to request documentation to determine Account ownership in the event of a dispute.
9.4. Account Information:
- You must provide public-facing contact information, a refund policy, and order fulfilment timelines.
9.5. Compliance:
- Comply with all applicable laws and ensure content does not cause harm or contain unlawful material.
9.6. Security:
- Use a secure password and notify us of any unauthorised access or use.
9.7. Malware and Unauthorised Access:
- Do not introduce harmful technology or attempt unauthorised access to Urban Planet
9.8. Bug Reporting:
- Report any issues or bugs to info@urbanplanetltd.com immediately.
10. Security
10.1. Report security vulnerabilities to info@urbanplanetltd.com
11. Payments from Your Customers
11.1. We create an account as your default payment gateway.
11.2. Pay:
- Powered by Stripe or PayPal Commerce, subject to their terms and fees.
- Rate changes will be notified 30 days in advance.
- We reserve the right to power payment gateway by other third party supplier if we choose to do so.
11.3. Apple Pay and Google Pay:
- Use supported payment gateways and comply with their respective terms.
11.4. Payment Processor Availability:
- We cannot guarantee the continuous operation of any payment processor.
11.5. Third-Party Fees:
- We may charge a fee for transactions not made through the chosen Pay provider.
12. The Service
12.1. We do not guarantee business performance or search engine visibility.
12.2. Third-Party Services and Experts:
- Use third-party services at your own risk and discretion.
- We do not provide warranties for third-party services.
12.3. Beta Services:
- Beta services are provided on a trial basis and may be discontinued at any time.
12.4. We reserve the right to modify, suspend, or discontinue any feature or functionality of our chosen platform (Symphony Commerce, Shopify, Swag), including but not limited to payment gateways, at any time depending on business strategies, or regulatory requirements.
13. Support
13.1. Technical support is provided to Urban Planet users. If you have an active paying subscription, we will aim to provide support from 0900 to 1700, Monday through Friday (excluding Bank Holidays or Closed Hours).
13.2. Scope of Support:
- In scope:
(i) Reporting issues where previously functional features or functionalities are no longer operational or exhibiting unexpected behaviour.
(ii) Assistance with interpreting and troubleshooting error messages generated by any ‘third party’ platform.
- Out of scope:
(i) Requests that are readily achievable through self-service functionalities available within the platform. This includes, but is not limited to, content creation, management, and customisation within the website, which remain the sole responsibility Urban Planet on behalf of the customer.
(ii) Technical support or other assistance for any hardware, third-party software, services or other equipment used with the chosen platform.
13.3. Service Level Agreement (SLA):
- Support response and resolution times are based on your subscription level and the SLAs set out in your contract are targets. Whilst we will endeavour to solve any issue within these timeframes, we cannot guarantee a fixed resolution period due to a number of factors, including but not limited to:
- Issues reliant on either Urban Planet or customers’ partner or supplier responses/input.
- An escalation to Development Support which requires diagnosis, development time, testing and software updates etc.
- Delayed, incomplete or incorrect information provided by the customer.
13.4. Fair Usage:
- Subscription tiers have a fair usage policy, with additional charges for exceeding allowances. We reserve the right to adjust the API rate limit if necessary to protect platform stability.
14. Intellectual Property
14.1. You do not own any intellectual property rights in our chosen platform (Symphony Commerce, Shopify or Swag) or its logos.
14.2. Do not reproduce, duplicate, or exploit any part of our chosen platform (Symphony Commerce, Shopify or Swag) without permission.
14.3. Do not circumvent technical limitations of in our chosen platform (Symphony Commerce, Shopify or Swag).
15. What Happens If Something Goes Wrong?
15.1. Our liability is
limited to the total fees paid by you in the 12 months preceding the claim.
15.2. We are not responsible for:
- Loss of profit, business, or revenue.
- Loss of data or business interruption.
- Use of AI-generated content inaccuracies or errors.
15.3. Our liability is not excluded or limited for:
- Fraud.
- Death or personal injury due to our negligence.
16. Termination of This Agreement
16.1. We may terminate this agreement for non-payment or by giving 30 days’ notice.
16.2. You may terminate this agreement by providing 30 days' written notice before the end of your fixed term to info@urbanplanetltd.com. For example, if your fixed term subscription runs from 15 May 2025 to 14 May 2026, you must provide notice by no later than 14 April 2026 to avoid automatic renewal. If notice is given on or after 15 April 2026, the subscription will renew and continue until 14 May 2027.
16.3. Termination due to a trial period end or breach of agreement results in immediate termination of access.
17. General Provisions
17.1. If any part of this agreement is unenforceable, the rest remains in effect.
17.2. Failure to enforce any rights does not waive those rights.
17.3. This agreement constitutes the entire agreement between us regarding Urban Planet
17.4. This agreement is personal to you and cannot be transferred without our consent.
17.5. Only parties to this agreement have the right to enforce its terms.
18. Governing Law and Jurisdiction
18.1. This agreement is governed by the laws of England and Wales. Both parties agree that the courts of England and Wales have exclusive jurisdiction over any disputes arising from this agreement.
19. Third-Party Platforms
19.1. Urban Planet utilise a number of third-party platforms, namely Symphony Commerce, Shopify and Swag – references to Urban Planet in these terms can also mean the third-party platform.