Terms & Conditions

Life Story Hive Privacy Notice

Introduction

This Privacy Notice tells you what to expect us to do with your personal information. We are committed to ensuring that your privacy is protected, the information below sets out:

  • Who we are
  • What information we collect, use and why
  • The Lawful bases upon which we collect your data and your rights
  • Where we get personal data from
  • How long we keep information
  • Who we share information with
  • How information is shared outside the UK
  • How to make a complaint about how your data is used by us

The notice applies to the collection of data for users of the website, and also to customers of Life Story Hive who commission goods and services from us, including creation of life story books and audio recordings.

Please read the policy carefully and contact us if you have any questions or concerns about out privacy practices.

Who we are?

Life Story Hive is managed by Ruth Darling. You can contact Ruth via email: ruth@lifestoryhive.co.uk

What information do we collect?

Website users

If you use the contact form on the website we will collect and process personal information that you provide to us: name, email or phone number and any details you in include with your enquiry.

We will also collect usage data (including information about how you interact with and use our website, products and services)

Purchasers

We collect and process personal information about you in order to provide life story services. When you purchase goods and services from us we will collect your name, email and home address and phone number. As a customer of Life Story Hive we will also collect and process information relating to compliments or complaints received and records of meetings and decisions made.

Life Story Participants (individuals or groups of individuals who are the subject of the life story book)

  • We will collect information from the Life Story Participant in order to register them as a customer (whether this is also the purchaser, or someone else). The information we will collect from the Life Story Participant includes: name, email and home address and phone number as well as gender identity.
  • As part of the process of creating a life story book we will also collect additional data about the life story participant through conversations. We will record the conversations by audio recording and note taking. Participants will also complete a questionnaire booklet to record information about their lives. During these activities we will collect data that includes:
    • Names and contact details
    • Addresses
    • Gender
    • Pronoun preferences
    • Occupation
    • Date of birth
    • Marital status
    • Third party information (such as family members or other relevant parties)
    • Video recordings
    • Audio recordings

Depending on the story that the participant wants to tell we also collect or use the following special category information, this is subject to additional protection due to its sensitive nature:

  • Racial or ethnic origin
  • Political opinions
  • Religious or philosophical beliefs
  • Trade union membership
  • Health information
  • Sexual orientation information

As part of the process of creating the Life Story Book with the participant we may also collect and process data about all aspects of your life, the lives of family, friends and colleagues and family history information, as appropriate.

We will scan and store photographs and documents that will be included within the book.

We do not collect data from third parties.

How do we use personal information?

Website users

We use the personal information we collect to respond to enquiries and provide information for people interested in goods and services.

Phone and online enquiries

We use the personal information we collect to respond to enquiries and provide information for people interested in goods and services.

Purchasers

We use personal information to set up an account for the purchase of goods and services and to enable communication with the purchaser and to provide the goods and services required.

Participants

We use personal information to provide goods and services, including creation of life story books, audio and video recordings, conversation transcripts, word documents, graphic layout documents.

What legal basis do we have for processing your personal data?

Website users and people enquiring about goods and services by phone, email, text, social media posting or messaging or any other communication sent to us.

The legal basis for processing your personal data is our legitimate interests, in order to communicate with you, for record keeping and for the establishment, pursuance or defence of legal claims.

Purchasers

The legal basis for processing your personal data is our legitimate interests, in order to communicate with you, for record keeping and to register you as a customer. We process this data to provide goods and services you have purchased and to keep records of transactions. The legal basis for processing this is the performance of a contract between us and/or taking steps to enter into such a contract.

Life Story Participants

The legal basis for processing personal data including sensitive information is when they have freely and explicitly provided consent. All participants will complete a Consent Form at the beginning of the process which details their consent to taking part and sharing personal data with Life Story Hive. This Consent Form will also provide options for retention and use of data by Life Story Hive in the future as outlined below.

Where data is processed on the basis of consent participants have the right to withdraw and amend their consent at any time, details of how to do this are included below.

When do we share personal data?

The privacy of personal data is of the utmost importance to Life Story Hive, we respect and maintain the confidentially of your data at all times and have security measures in place to protect it.

We share personal data in order to provide goods and services to our customers, this includes sharing data with suppliers and service providers in the UK, including proof readers, designers and printers. These suppliers and service providers are not allowed to access any personal data without the Life Story Participant’s consent.

Where do we store and process personal data?

Where necessary, we may transfer personal information outside of the UK to transcription and graphic design software companies. When doing so, we comply with the UK GDPR, making sure appropriate safeguards are in place. These suppliers are based in the USA which has been assessed as providing adequate protection to data subjects (also known as Adequacy Regulations or UK data bridge).

For further information or to obtain a copy of the appropriate safeguard for any of the transfers below, please contact us using the contact information provided above.

How do we secure personal data?

We ensure that personal data is securely stored to protect against unauthorised or unlawful processing and against accidental loss, destruction or damage, using appropriate technical or organisational measures. All data is password protected and can only be accessed by Life Story Hive service providers and suppliers and members of the Life Story Hive team when given explicit permission to do so, with the consent of the participant.

How long do we keep your personal data for?

We will keep personal data for a defined length of time as set out below:

  • Website and other enquiry data: 1 year
  • Purchaser data: 5 years We are legally required to retain business records for a minimum of five years
  • Life Story Participant data: personal details, recordings, notes, photographs and images, and other documents created during the process: minimum of 2 years
  • We keep a copy of all books produced by Life Story Hive indefinitely for archival purposes. Participants have the opportunity to opt out of this at any time by withdrawing their consent. In the event of the withdrawal of consent all personal data relating to that participant will be permanently deleted.

To support the development and marketing of Life Story Hive goods and services we ask all participants to complete a Consent Form which details how they want their personal data (including their book and audio recordings) to be processed at the end of the process. We have an end of participation and withdrawal of consent process in place to manage how data is managed once Life Story Hive goods and services have been delivered.

No books, transcripts, notes, images/photographs or audio recordings will be shared with a third party without direct consent of the Life Story participant.

Your rights in relation to personal data

Use of automated decision-making and profiling

Life Story Hive does not use profiling or other automated decision-making.

How to contact us?

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, including to withdraw consent, please contact us using the contact details at the top of this Privacy Notice.

How to complain

If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.

The ICO’s address:           

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint

Website Usage – Terms & Conditions and Copyright Statement

Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Life Story Hive’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.

The term ‘Life Story Hive’ or ‘us’ or ‘we’ refers to the owner of the website. The term ‘you’ refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

  • The content of the pages of this website is for your general information and use only. It is subject to change without notice.
  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
  • This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics, and text content. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
  • All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
  • Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
  • From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
  • Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.

These terms and conditions apply to the website www.lifestoryhive.co.uk. For terms and conditions of Life Story Hive goods and service delivery please see separate ‘Life Story Hive Service Terms and Conditions.’

Copyright notice

This website and its content is copyright of Life Story Hive – © Life Story Hive 2025 All rights reserved.

Any redistribution or reproduction of part or all of the contents in any form is prohibited other than the following:

  • you may print or download to a local hard disk extracts for your personal and non-commercial use only
  • you may copy the content to individual third parties for their personal use, but only if you acknowledge the website as the source of the material

You may not, except with our express written permission, distribute or commercially exploit the content. Nor may you transmit it or store it in any other website or other form of electronic retrieval system.

Disclaimer

The information contained in this website is for general information purposes only. The information is provided by Life Story Hive and while we endeavour to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk.

In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website.

Through this website you are able to link to other websites which are not under the control of Life Story Hive. We have no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.

Every effort is made to keep the website up and running smoothly. However, Life Story Hive takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.

LIFE STORY HIVE SERVICE TERMS AND CONDITIONS

BACKGROUND: 

These Terms and Conditions are the standard terms for the provision of services by Ruth Darling trading as Life Story Hive, a Sole Trader whose main trading address is 25 Oldfield Road, Altrincham, WA14 4EQ.


1.	Definitions and Interpretation 
1.1	In these Terms and Conditions, unless the context otherwise requires, the following expressions have the following meanings:

“Business Day”	means any day other than a Saturday, Sunday or bank holiday;
“Calendar Day”	means any day of the year;
“Contract”	means the contract for the provision of Services, as explained in Clause 3;
“Deposit”	means an advance payment made to Us under sub-Clause 5.5;
“Intellectual Property Rights”	means copyright (and related rights), designs, patents, trade marks, and all other intellectual property rights that may exist in anything that We may create or produce as part of the Services.  This includes all such rights, whether they are registered or unregistered, and the rights to apply for renewals or extensions of those rights (where relevant);
“Month”	means a calendar month;
“Price”	means the price payable for the Services;
“Services”	means the services which are to be provided by Us to you as specified in your Order (and confirmed in Our Order Confirmation);
“Special Price”	means a special offer price payable for Services which We may offer from time to time;
“Order”	means your order for the Services as outlined in your completed Customer Order Form;
“Order Confirmation”	means Our acceptance and confirmation of your Order as described in Clause 3;
“We/Us/Our”	Means Ruth Darling trading as Life Story Hive a Sole Trader whose main trading address is 25 Oldfield Road, Altrincham, WA14 4EQ;
“Content”	Means the text content of life story books created by Life Story Hive;
“Life Story Participant(s)”	Means the person(s) who is/are telling their story, who the completed life story book will be about;
Product	Means conversation sessions, Life Story Books and edited audio recordings of conversation sessions.

1.2	Each reference in these Terms and Conditions to “writing” and any similar expression includes electronic communications whether sent by e-mail, text message or other means.

2.	Information About Us
2.1	Ruth Darling trading as Life Story Hive a Sole Trader whose main trading 
2.2	address is 25 Oldfield Road, Altrincham, WA14 4EQ.
2.3	We can be contacted via email: ruth@lifestoryhive.co.uk
2.4	Our website is: www.lifestoryhive.co.uk  

3.	The Contract
3.1	These Terms and Conditions govern the sale and provision of Services by Us and will form the basis of the Contract between Us and you.  Before submitting an Order, please ensure that you have read these Terms and Conditions carefully.  If you are unsure about any part of these Terms and Conditions, please ask Us for clarification.
3.2	Nothing provided by Us including, but not limited to, sales and marketing literature, price lists and other documents constitutes a contractual offer capable of acceptance.  Your Order constitutes a contractual offer that We may, at our discretion, accept.
3.3	A legally binding contract between Us and you will be created upon Our acceptance of your Order, indicated by Our Order Confirmation.  Order Confirmations will be provided in writing via email or posted letter.
3.4	You must ensure that the Order Confirmation is complete and accurate and inform us immediately of any errors. We are not responsible for any inaccuracies in the Order placed by you. By placing an order you agree to us giving you confirmation of the Contract by means of an email or letter, with all the information within it.
3.5	We shall ensure that the following information is given or made available to you prior to the formation of the Contract between Us and you, save for where such information is already apparent from the context of the transaction:
3.5.1	The main characteristics of the Services;
3.5.2	Our identity (set out above in Clause 2) and contact details (as set out below in Clause 12);
3.5.3	The total Price for the Services including taxes or, if the nature of the Services is such that the Price cannot be calculated in advance, the manner in which it will be calculated;
3.5.4	The arrangements for payment, performance and the time by which (or within which) We undertake to perform the Services;
3.5.5	Our complaints handling policy is available on request;
3.5.6	Where applicable, details of after-sales services and commercial guarantees;
3.5.7	The duration of the Contract, where applicable, or if the Contract is of indeterminate duration or is to be extended automatically, the conditions for terminating the Contract;
3.5.8	Where applicable, the functionality, including appropriate technical protection measures, of digital content;
3.5.9	Where applicable, any relevant compatibility of digital content with hardware and software that We are aware of or might reasonably be expected to be aware of.

4.	Orders
4.1	All Orders for Services made by you will be subject to these Terms and Conditions.
4.2	You may change your Order at any time before We begin providing the Services by contacting Us.  All requests to change Orders need to be made in writing.
4.3	If your Order is changed We will inform you of any change to the Price in writing.
4.4	You may cancel your Order within 14 days of placing it.  If you have already made any payments to Us under Clause 5 (including, but not limited to the Deposit), subject to sub-Clause 5.6, the payment(s) will be refunded to you as soon as is reasonably possible, and in any event within 14 Calendar Days of Our acceptance of your cancellation.  If you request that your Order be cancelled, you must confirm this in writing.  If you wish to cancel the Services after this time period, or once We have begun providing the Services, please refer to Clause 11.
4.5	We may cancel your Order at any time before We begin providing the Services due to the unavailability of required personnel or materials, or due to the occurrence of an event outside of Our reasonable control.  If such cancellation is necessary, We will inform you as soon as is reasonably possible.  If you have made any payments to Us under Clause 5 (including, but not limited to the Deposit), the payment(s) will be refunded as soon as is reasonably possible, and in any event within 14 Calendar Days of Us informing you of the cancellation.  Cancellations will be confirmed in writing.

5.	Price and Payment
5.1	The Price of the Services will be that shown in Our Life Story Packages and Services list in place at the time of your Order.  If the Price shown in your Order differs from Our current Price We will inform you upon receipt of your Order.
5.2	If We quote a Special Price which is different to the Price shown in Our current Life Story Packages and Services list, the Special Price will be valid for 14 days or, if the Special Price is part of an advertised special offer, for the period shown in the advertisement.  Orders placed during this period will be accepted at the Special Price even if We do not accept the Order until after the period has expired.
5.3	Our Prices may change at any time but these changes will not affect Orders that We have already accepted.
5.4	Before We begin providing the Services, you will be required to pay a Deposit of 20% of the total Price for the Services and products ordered.  The due date for payment of your Deposit will be included in the Order Confirmation. The deposit is required to secure your booking. If you cancel the order within 14 days of paying the deposit you will receive a full refund. If you cancel after 14 days, the deposit is non-refundable, as it covers our time and costs in reserving and allocating time for the work to be undertaken and preparation tasks.
5.5	In certain circumstances, if your Order is cancelled, your payments will be refunded in full or in part.  The amount due will be calculated based upon the Price for the Services, Our Life Story Packages and Services list, and the amount of work (if any) already undertaken by Us.  Please refer to sub-Clauses 4.4 and 4.5 if your Order is cancelled before the Services begin, or to Clause 11 if the Services are cancelled after they have begun.
5.6	The balance of the Price will be payable according to a payment schedule set out in the Contract for services. In most cases this will be:
•	Deposit on confirmation of order
•	3 equal payments made at specific points in the process:
•	Payment one: on booking the first conversation session
•	Payment two: on delivery of the first draft of the Life Story Book
•	Payment three: on delivery of the completed Life Story Book and any additional elements that form part of the order, e.g. edited audio recordings.
5.7	We accept the following methods of payment:
5.7.1	Online payment
5.7.2	Bank transfer
5.8	If you do not make payment to Us by the due date as shown in/on the invoice We may charge you interest on the overdue sum at the rate of 4% per annum above the base lending rate of The Co-operative Bank from time to time.  Interest will accrue on a daily basis from the due date for payment until the actual date of payment of the overdue sum, whether before or after judgement.  You must pay any interest due when paying an overdue sum.
5.9	Any additions to the original Order Confirmation will need to be paid for before they are completed.
5.10	All invoices sent to you are due for payment within 7 days.
5.11	We reserve the right to suspend all work on the project if any payment is overdue.
5.12	The provisions of sub-Clause 5.10 will not apply if you have promptly contacted Us to dispute an invoice in good faith.  No interest will accrue while such a dispute is ongoing.

6.	Providing the Services
6.1	As required by law, We will provide the Services with reasonable skill and care, consistent with best practices and standards in the sector and in accordance with any information provided by Us about the Services and about Us.
6.2	We will begin providing the Services on the date specified in Our Order Confirmation, agreed through discussion with You.
6.3	We will continue providing the Services for approximately 4 months until the products have been delivered. 
6.4	We will make every reasonable effort to complete the Services on time (and in accordance with your Order).  We cannot, however, be held responsible for any delays if an event outside of Our control occurs.  Please see Clause 10 for events outside of Our control.
6.5	We will require information or actions from you in order to provide the Services, this will include arranging dates for conversation sessions, attendance at these sessions, photographs, documents and all other information you want to include in the finished product. We will provide information about this in the Order Confirmation.
6.6	If the information or action required of you and and/or the Life Story Participant(s), if it is not you, under sub-Clause 6.5 is delayed incomplete or otherwise incorrect, We will not be responsible for any delay caused as a result.  If additional work is required from Us to correct or compensate for a mistake made as a result of incomplete or otherwise incorrect information or action on your part, We may charge you a reasonable additional sum for that work.
6.7	In certain circumstances, for example where there is a delay in you sending Us information or taking action required under sub-Clause 6.5, We may suspend the Services (and will inform you of that suspension in writing).
6.8	It is your responsibility to sign off and give final approval for the work created for you.
6.9	If you or the Life Story Participant, change your mind about the services required, we will provide a quote for the additional work.
6.10	As set out in the Order Confirmation we will incorporate clearly articulated changes to content when it is requested at the appropriate point in the editing process. If you change your mind and need additional revisions beyond these points we will provide a quote for this work.
6.11	In certain circumstances, for example where We encounter a technical problem, We may need to suspend the Services in order to resolve the issue.  Unless the issue is an emergency and requires immediate attention We will inform you in advance in writing before suspending the Services.
6.12	If the Services are suspended under sub-Clauses 6.7 or 6.8, you will not be required to pay for them during the period of suspension.  You must, however, pay any invoices that you have already received from Us by their due date(s).
6.13	If you do not pay Us for the Services as required by Clause 5, We may suspend the Services until you have paid all outstanding sums due.  If this happens, We will inform you in writing.  This does not affect Our right to charge you interest under sub-Clause 5.10.

7.	Problems with the Services and Your Legal Rights
7.1	We always use reasonable efforts to ensure that Our provision of the Services is trouble-free.  If, however, there is a problem with the Services We request that you inform Us as soon as is reasonably possible.
7.2	We will use reasonable efforts to remedy problems with the Services as quickly as is reasonably possible and practical.  
7.3	We will not charge you for remedying problems under this Clause 7 where the problems have been caused by Us, any of our agents or employees or sub-contractors or where nobody is at fault.  If We determine that a problem has been caused by incorrect or incomplete information or action provided or taken by you, sub-Clause 6.6 will apply and We may charge you for remedial work. This applies to any incorrect information, misspellings, typos and so on that feature within the final products and were approved by You.
7.4	As a consumer, you have certain legal rights with respect to the purchase of services.  For full details of your legal rights and guidance on exercising them, it is recommended that you contact your local Citizens Advice Bureau or Trading Standards Office.  If We do not perform the Services with reasonable skill and care, you have the right to request repeat performance or, if that is not possible or done within a reasonable time without inconvenience to you, you have the right to a reduction in price.  If the Services are not performed in line with information that We have provided about them, you also have the right to request repeat performance or, if that is not possible or done within a reasonable time without inconvenience to you (or if Our breach concerns information about Us that does not relate to the performance of the Services), you have the right to a reduction in price.  If for any reason We are required to repeat the Services in accordance with your legal rights, We will not charge you for the same and We will bear any and all costs of such repeat performance.  In cases where a price reduction applies, this may be any sum up to the full Price and, where you have already made payment(s) to Us, may result in a full or partial refund.  Any such refunds will be issued without undue delay (and in any event within 14 calendar days starting on the date on which We agree that you are entitled to the refund) and made via the same payment method originally used by you unless you request an alternative method.  In addition to your legal rights relating directly to the Services, You also have remedies if We use materials that are faulty or incorrectly described.
7.5	As a consumer you have certain legal rights with respect to digital content.  If any work produced for you under these Terms and Conditions is supplied as digital content, these rights may apply to you.  For full details of your legal rights and guidance on exercising them, it is recommended that you contact your local Citizens Advice Bureau or Trading Standards Office.  Any digital content that We supply to you must be of satisfactory quality, it must be fit for purpose (where any such purpose has been made known to Us whether expressly or by implication), and it must match any description given by Us.  Due to the nature of digital content you are unable to reject digital content which does not comply with the above; however you may have the right to a repair or replacement or, if these are not possible, to a price reduction up to the full Price.  In cases where a price reduction applies and you have already made payment(s) to Us, you may be due a full or partial refund.  Any such refunds will be issued without undue delay (and in any event within 14 Calendar Days starting on the date on which We agree that you are entitled to the refund) and made via the same payment method originally used by you unless you request an alternative method.  If digital content provided by Us under these Terms and Conditions damages your device(s) as a result of Our failure to exercise reasonable skill and care, you also have the legal right to compensation for such damage which may take the form of a repair or replacement, or financial compensation.

8.	Intellectual Property Rights
8.1	During the course of providing the Services to you, We may create or produce Life Story Books and audio recordings for you which embody/embodies certain Intellectual Property Rights (such as copyright or patents).
8.2	Once We have received all sums due from you under Clause 5, We will assign (transfer) the ownership of any and all Intellectual Property Rights that may exist in the Life Story Books and audio recordings to you.
8.3	If any documents, forms, contracts or other formalities are required to enable Us to effect the assignment to you under sub-Clause 8.2, We will ensure that any and all such documents, forms, contracts or other formalities are executed, performed and complied with.
8.4	The copyright will be passed to You and/or the Life Story Participant on completion. On occasion we will ask for permission from you and/or the Life Story Participant for permission to use elements of the Product for promotional purposes. We will not publish any of your content unless you provide us with your permission.

9.	Our Liability
9.1	We will be responsible for any foreseeable loss or damage that you may suffer as a result of Our breach of these Terms and Conditions or as a result of Our negligence (including that of Our employees, agents or sub-contractors).  Loss or damage is foreseeable if it is an obvious consequence of the breach or negligence or if it is contemplated by you and Us when the Contract is created.  We will not be responsible for any loss or damage that is not foreseeable.
9.2	We provide Services for domestic and private use (or purposes).  We make no warranty or representation that the Services are fit for commercial, business or industrial purposes of any kind (including resale).  By making your Order, you agree that you will not use the Services for such purposes.  We will not be liable to you for any loss of profit, loss of business, interruption to business or for any loss of business opportunity.
9.3	You have the right to share the products with friends, family members and colleagues. You are liable for any damages as a result of complaints made about the Content by third parties, including defamation charges.
9.4	Life Story Books and audio recordings are not produced for publishing to the general public. Unless otherwise agreed in writing, these Products are private and confidential.
9.5	If you asks permission to publish any Content and this is granted by Us, You assume full responsibility for the publication and any damages resulting from that publication.
9.6	Nothing in these Terms and Conditions seeks to exclude or limit Our liability for death or personal injury caused by Our negligence (including that of Our employees, agents or sub-contractors); or for fraud or fraudulent misrepresentation.
9.7	Nothing in these Terms and Conditions seeks to exclude or limit Our liability for failing to perform the Services with reasonable care and skill or in accordance with information provided by Us about the Services or about Us, nor for Our failure to supply digital content that is of satisfactory quality, fit for purpose and as described.
9.8	Nothing in these Terms and Conditions seeks to exclude or limit Your legal rights as a consumer.  For more details of Your legal rights, please refer to Your local Citizens Advice Bureau or Trading Standards Office.

10.	Events Outside of Our Control (Force Majeure)
10.1	We will not be liable for any failure or delay in performing Our obligations where that failure or delay results from any cause that is beyond Our reasonable control.  Such causes include, but are not limited to: power failure, internet service provider failure, strikes, lock-outs or other industrial action by third parties, riots and other civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism (threatened or actual), acts of war (declared, undeclared, threatened, actual or preparations for war), epidemic or other natural disaster, or any other event that is beyond Our reasonable control.
10.2	If any event described under this Clause 10 occurs that is likely to adversely affect Our performance of any of Our obligations under these Terms and Conditions:
10.2.1	We will inform you as soon as is reasonably possible;
10.2.2	Our obligations under these Terms and Conditions will be suspended and any time limits that We are bound by will be extended accordingly;
10.2.3	We will inform you when the event outside of Our control is over and provide details of any new dates, times or availability of Services as necessary;
10.2.4	If an event outside of Our control occurs and you wish to cancel the Contract, you may do so in accordance with your right to Cancel under sub-Clause 11.3.3;
10.2.5	If the event outside of Our control continues for more than 20 weeks, We will cancel the Contract in accordance with Our right to cancel under sub-Clause 11.6.3 and inform you of the cancellation.  Any refunds due to you as a result of that cancellation will be paid to you as soon as is reasonably possible, and in any event within 14 Calendar Days of Our cancellation notice.

11.	Cancellation
11.1	If you wish to cancel your Order for the Services before the Services begin, you may do so under sub-Clause 4.4.
11.2	Once We have begun providing the Services, you are free to cancel the Services and the Contract at any time by giving Us 14 days written notice.  If you have made any payment to Us for any Services We have not yet provided, these sums will be refunded to you as soon as is reasonably possible, and in any event within 14 Calendar Days of Our acceptance of your cancellation.  If We have provided Services that you have not yet paid for, the sums due will be deducted from any refund due to you or, if no refund is due, We will invoice you for those sums and you will be required to make payment in accordance with Clause 5.
11.3	If any of the following occur, you may cancel the Services and the Contract immediately by giving Us written notice.  If you have made any payment to Us for any Services We have not yet provided, these sums will be refunded to you as soon as is reasonably possible, and in any event within 14 Calendar Days of Our acceptance of your cancellation. If We have provided Services that you have not yet paid for, the sums due will be deducted from any refund due to you or, if no refund is due, We will invoice you for those sums and you will be required to make payment in accordance with Clause 5.  If you cancel because of Our breach under sub-Clause 11.3.1, you will not be required to make any payments to Us.  You will not be required to give 14 days notice in these circumstances:
11.3.1	We have breached the Contract in any material way and have failed to remedy that breach within 14 days of you asking Us to do so in writing; or
11.3.2	We enter into liquidation or have an administrator or receiver appointed over Our assets; or
11.3.3	We are unable to provide the Services due to an event outside of Our control (as under sub-Clause 10.2.4); or
11.3.4	We change these Terms and Conditions to your material disadvantage.
11.4	We may cancel your Order for the Services before the Services begin under sub-Clause 4.5.
11.5	Once We have begun providing the Services, We may cancel the Services and the Contract at any time by giving you 14 days written notice.  If you have made any payment to Us for any Services We have not yet provided, these sums will be refunded to you as soon as is reasonably possible, and in any event within 14 Calendar Days of Our cancellation notice. If We have provided Services that you have not yet paid for, the sums due will be deducted from any refund due to you or, if no refund is due, We will invoice you for those sums and you will be required to make payment in accordance with Clause 5.
11.6	If any of the following occur, We may cancel the Services and the Contract immediately by giving you written notice.  If you have made any payment to Us for any Services We have not yet provided, these sums will be refunded to you as soon as is reasonably possible, and in any event within 14 Calendar Days of Our cancellation notice.  If We have provided Services that you have not yet paid for, the sums due will be deducted from any refund due to you or, if no refund is due, We will invoice you for those sums and you will be required to make payment in accordance with Clause 5.  We will not be required to give 14 days notice in these circumstances:
11.6.1	You fail to make a payment on time as required under Clause 5 (this does not affect our right to charge interest on overdue sums under sub-Clause 5.10); or
11.6.2	You have breached the Contract in any material way and have failed to remedy that breach within 14 days of Us asking you to do so in writing; or
11.6.3	We are unable to provide the Services due to an event outside of Our control (for a period longer than that in sub-Clause 10.2.5).
11.7	For the purposes of this Clause 11 (and in particular, sub-Clauses 11.3.1 and 11.6.2) a breach of the Contract will be considered ‘material’ if it is not minimal or trivial in its consequences to the terminating party (i.e. you under sub-Clause 11.3.1 and Us under sub-Clause 11.6.2).  In deciding whether or not a breach is material no regard will be had to whether it was caused by any accident, mishap, mistake or misunderstanding.
11.8	Our Products are bespoke and personalised, therefore once we have provided any part of the service to you, your ability to request a refund is limited and payment will still be due to us, as set out in the Order Confirmation.
11.9	If Our Products are purchased as a gift for a Life Story Participant, you can cancel your order for services up to 72 hours before the first conversation session is carried out and can claim a refund, except for certain costs incurred by us, including travel and expenses.

12.	Communication and Contact Details
12.1	If you wish to contact Us, you may do so by telephone at burner phone no. or by email at ruth@lifestoryhive.co.uk .
12.2	In certain circumstances you must contact Us in writing (when cancelling an Order, for example, or exercising your right to cancel the Services).  When contacting Us in writing you may use the following methods:
12.2.1	Contact Us by email at ruth@lifestoryhive.co.uk or via post to: 25 Oldfield Road, Altrincham, WA14 4EQ

13.	Complaints and Feedback
13.1	We always welcome feedback from Our customers and, whilst We always use all reasonable endeavours to ensure that your experience as a customer of Ours is a positive one, We nevertheless want to hear from you if you have any cause for complaint.
13.2	All complaints are handled in accordance with Our complaints handling policy and procedure, available on request.

14.	How We Use Your Personal Information (Data Protection)
We will only use your personal information as set out in Our Life Story Hive Privacy Notice available on our website.

15.	Other Important Terms
15.1	We may transfer (assign) Our obligations and rights under these Terms and Conditions (and under the Contract, as applicable) to a third party (this may happen, for example, if We sell Our business).  If this occurs you will be informed by Us in writing.  Your rights under these Terms and Conditions will not be affected and Our obligations under these Terms and Conditions will be transferred to the third party who will remain bound by them.
15.2	You may not transfer (assign) your obligations and rights under these Terms and Conditions (and under the Contract, as applicable) without Our express written permission.
15.3	The Contract is between you and Us.  It is not intended to benefit any other person or third party in any way and no such person or party will be entitled to enforce any provision of these Terms and Conditions.
15.4	If any of the provisions of these Terms and Conditions are found to be unlawful, invalid or otherwise unenforceable by any court or other authority, that / those provision(s) shall be deemed severed from the remainder of these Terms and Conditions.  The remainder of these Terms and Conditions shall be valid and enforceable.
15.5	No failure or delay by Us in exercising any of Our rights under these Terms and Conditions means that We have waived that right, and no waiver by Us of a breach of any provision of these Terms and Conditions means that We will waive any subsequent breach of the same or any other provision.

16.	Governing Law and Jurisdiction
16.1	These Terms and Conditions, the Contract, and the relationship between you and Us (whether contractual or otherwise) shall be governed by, and construed in accordance with the law of England & Wales.
16.2	As a consumer, you will benefit from any mandatory provisions of the law in your country of residence.  Nothing in Sub-Clause 16.1 above takes away or reduces your rights as a consumer to rely on those provisions.
16.3	Any dispute, controversy, proceedings or claim between you and Us relating to these Terms and Conditions, the Contract, or the relationship between you and Us (whether contractual or otherwise) shall be subject to the jurisdiction of the courts of England, Wales, Scotland, or Northern Ireland, as determined by your residency.
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