Consumer Terms and Conditions (B2C)

Consumer terms are tightly regulated. The Consumer Rights Act sets a floor on what consumers are entitled to, and you cannot contract out of it. Drafting consumer terms is therefore less about negotiating commercial position than about ensuring the document complies with the regulatory framework while still serving the business’s needs.

What consumer terms have to deliver

The Consumer Rights Act 2015 sets the minimum terms; the Consumer Protection from Unfair Trading Regulations control how products and services can be marketed; the Consumer Contracts Regulations require specific pre-contract disclosures and give consumers cancellation rights for distance and off-premises sales.

Templates from other jurisdictions and those that have not been updated to reflect current UK law are a recurring problem in this area. A good set of consumer terms is tailored to what you sell, your pricing model, and your customer journey, and is fully compliant with the relevant UK legislation.

Well-drafted consumer terms protect your business by setting clear rules on ordering, payment, delivery, cancellation, returns, and liability, while ensuring you meet your legal obligations.

Example: a typical scope and fixed fee

For a UK e-commerce or direct-to-consumer business, the typical scope looks like this.

What's included

• A consultation to understand your products/services, pricing model, and customer journey
• Drafting of consumer-facing terms and conditions covering order process, pricing, payment, delivery, cancellation and returns (including the 14-day cooling-off period), warranties and guarantees, liability, complaints, and governing law
• Compliance with the Consumer Rights Act 2015 and the Consumer Contracts Regulations
• One round of revisions based on your feedback
• Final version ready to publish on your website

What's outside this scope

• Terms for marketplace platforms where you act as an intermediary between buyers and sellers
• Terms for regulated products (e.g. financial services, alcohol, pharmaceuticals)
• Privacy policy and cookie policy (see separate services)
• Negotiation with the other party beyond the scope described above
• Tax advice

Fixed fee: £850, no VAT.

How I will approach your matter

Once you have instructed me, I will arrange a consultation to understand your products or services, pricing model, and customer journey. The drafting will reflect what you sell and how you sell it, and will fully comply with current UK consumer protection legislation.