Service Policy

Scope

This Service Policy describes how Terpaint delivers business-support and catalogue services associated with this website.

company number Terpaint ltd 17334303. Address: 61 Queens Road, Newbury, England, RG14 7PA. Contact info@terpaint.com, .

Nature of services

We supply physical office products including filing systems, paper, notebooks, and desk essentials for offices, schools, and trade buyers.

Product descriptions and buying guides are general information only. Customers remain responsible for choosing pack sizes and specifications that suit their workplace needs.

Service levels

Unless a separate written agreement states otherwise, we aim to process enquiries during normal UK business hours but do not guarantee immediate response times.

Orders are typically confirmed by email, with dispatch and tracking details provided once the parcel leaves our warehouse.

Acceptable use

You must not use our services for unlawful discrimination, harassment, or misrepresentation.

You must not attempt to reverse engineer hosted software except where permitted by law.

Changes to services

We may modify products, retire listings, or update compatibility guidance as operational needs evolve.

Material changes to ongoing subscriptions—if offered—would be communicated according to applicable consumer rules.

Support

For product support contact info@terpaint.com with your order reference and a brief description of the issue.

Complaints

We take complaints seriously. Email us with full details; we aim to acknowledge promptly and resolve fairly.

Subcontractors and reliance on suppliers

We may use subcontractors for hosting, payment, delivery communications, or customer service tooling. They are bound by instructions consistent with this Policy and law.

Professional reliance

You should not rely on our product descriptions as a substitute for engineer sign-off, geotechnical advice, or CDM duties. Purchases support your own competent project governance.

Business hours and emergency

Routine contact: info@terpaint.com, . We do not operate a 24-hour emergency line through this website; critical incidents on site should follow your client’s escalation routes.

Out-of-hours voicemail or ticketing may not be monitored; please mark safety-sensitive subjects clearly if you leave a message.

Scope boundaries and professional services

Unless a distinct professional services agreement exists, we supply self-help materials rather than bespoke consultancy, legal representation, or regulated inspections.

You remain responsible for appointing competent advisers for projects affecting health, safety, statutory compliance, or insurance coverage.

Intellectual property in deliverables

Unless a licence explicitly grants broader rights, you receive a limited right to use purchased packs for internal business purposes without redistribution as a competing catalogue.

Trademarks, case studies, or hypothetical scenarios inside templates are illustrative and must not be presented as endorsements without written consent.

Customer responsibilities and acceptable volume

Automated scraping, credential stuffing, or attempts to derive bulk datasets from our storefront is prohibited.

Reasonable human-paced browsing and ordering are expected; we may throttle abusive traffic patterns that degrade service for others.

Maintenance windows and third-party dependencies

Hosting, DNS, payment gateways, and email providers occasionally schedule maintenance. We may not receive advance notice of all vendor events.

Where feasible, we publish short advisories on the site or send transactional emails if checkout will be temporarily unavailable.

Data handling within support tickets

Support staff may view order metadata and message content necessary to resolve issues. Access is role-limited and logged proportionate to our size.

Do not send payment card numbers by email. If payment is arranged after an order request, we will provide an appropriate payment method separately.

Catalogue updates

We may correct product descriptions, pack sizes, or pricing errors without notice where needed for accuracy, unless a separate promotion applies.

Significant range changes are reflected on the site as stock and supplier availability evolve.