Latest insights from our experts

Jill Headford

Posted 8 June 2015
by Jill Headford

Why your website terms and conditions matter



Your website is your shop front but many don’t do enough to show customers they are just a trustworthy as bricks and mortar.

Many websites have terms of sale biased in favour of the seller, with contact information hidden or absent. These can be quick turn-offs for potential customers who may perceive such websites to be untrustworthy.

Trust is vital to giving customers the confidence to make a purchase. Website owners can develop this trust to make their website stand out from competitors.  Fair website terms of sale that are tailored to your products can help to give the impression you are confident in the quality of your offering. Clear information identifying who the business is and where it can be contacted reinforce this.

The benefits are not limited to increased sales. Fair terms and proper contact information are required by law and can help avoid disputes. Websites that fail to comply face having their terms declared unenforceable by the courts.

To comply with the law a website should have:

  • information on who you are and where you are, including a correspondence address (not just a PO box), registered office and company number if you’re a company, a telephone number and an email address
  • terms of sale that provide for fair refunds and cancellations
  • a privacy policy that states what you will do with customers personal information

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About the author

Jill Headford

Jill Headford

Partner

A partner in the firm since 1994 and an experienced Court and Tribunal advocate, Jill specialises in resolving disputes and is a member of the Property Litigation Association