Terms of service

1. Overview

This website is operated by The Mobility Co Online Ltd, trading as Mobility Life (“we”, “us”, “our”).

By visiting our website and/or purchasing products from us, you agree to be bound by these Terms and Conditions (“Terms”).

These Terms should be read together with our:

  • Return & Refund Policy
  • Shipping & Delivery Policy
  • Warranty & Repairs Policy

These policies form part of these Terms.

If you do not agree, you must not use our website or purchase our products.

We reserve the right to update these Terms at any time. Continued use of the website constitutes acceptance of any changes.

2. Eligibility

By using our website, you confirm that:

  • You are at least 18 years old
  • You are legally capable of entering into a binding contract

3. Orders

All orders are subject to acceptance and availability.

We reserve the right to:

  • Refuse or cancel any order
  • Limit quantities per customer or household
  • Cancel orders due to pricing or listing errors

If an order is cancelled, a full refund will be issued.

4. Pricing and Payment

  • All prices are in GBP (£) and include VAT where applicable
  • Prices may change at any time
  • Payment must be made in full at checkout unless otherwise agreed

We reserve the right to correct errors and cancel affected orders.

5. Product Information

We aim to ensure all product descriptions are accurate.

However:

  • Colours may vary depending on your device
  • Specifications may change without notice

Products are intended for mobility assistance and must be used appropriately.

You are responsible for ensuring suitability before purchase.

6. Delivery

Delivery is subject to our Shipping & Delivery Policy, which forms part of these Terms.

Key points:

  • Delivery times are estimates, not guarantees
  • You must ensure safe and suitable access for delivery
  • Failed or missed deliveries may incur additional charges
  • Risk passes to you upon delivery

You must inspect goods on delivery and report any issues promptly.

7. Failed Delivery & Refusal of Delivery

You are responsible for ensuring that:

  • Accurate delivery details are provided
  • Someone is available to receive the delivery where required
  • Safe and reasonable access is available for delivery

If delivery cannot be completed due to:

  • Customer absence
  • Inaccessible property or unsafe delivery conditions
  • Incorrect delivery information
  • Refusal to accept delivery

We reserve the right to:

  • Charge additional delivery or re-delivery fees
  • Deduct delivery and return costs from any refund
  • Treat the order as cancelled and apply applicable return costs

For large or specialist items:

  • Failed delivery or refusal may incur collection and return charges
  • Additional courier or logistics costs may be deducted

Full details are set out in our Shipping & Delivery Policy.

8. Your Right to Cancel (14-Day Cooling-Off Period)

Under UK consumer law, you have the right to cancel your order within 14 days of receiving the goods.

Key conditions:

  • Items must be returned in “as new” condition
  • Original packaging and all components must be included
  • We may make deductions if the item shows excessive handling or use

Full details are set out in our Return & Refund Policy.

9. Returns and Refunds

Our full returns process, including:

  • How to request a return
  • Return shipping costs
  • Inspection standards
  • Refund timelines

Full details are set out in our Return & Refund Policy.

10. Faulty, Damaged or Incorrect Items

If your item:

  • Arrives damaged
  • Is faulty
  • Is incorrect

You must notify us as soon as possible.

We will resolve the issue in line with your statutory rights.

Further details are set out in our Return & Refund Policy.

11. Warranty

All products include a 12-month warranty covering manufacturing defects.

Full details, including:

  • What is covered
  • Exclusions
  • Maintenance requirements
  • Claims process; 

are set out in our Warranty & Repairs Policy, which forms part of these Terms.

12. Product Use & Risk Acknowledgement

By purchasing and using our products, you acknowledge and agree that:

  • Mobility products must be used responsibly and in accordance with manufacturer instructions
  • You are responsible for ensuring the product is suitable for your needs and environment
  • These products require reasonable care, attention, and maintenance

You accept that:

  • Improper use may result in damage, injury, or reduced performance
  • Use on unsuitable terrain (e.g. uneven ground, kerbs, slopes) may pose risks
  • Exceeding weight limits or improper storage may affect safety

To the fullest extent permitted by law, we are not responsible for:

  • Injury or damage resulting from misuse or unsafe operation
  • Failure to follow instructions or maintenance guidance
  • Use outside intended purpose

Nothing in this section limits your statutory rights.

13. Complaints Procedure

We aim to provide a high standard of service. If you are not satisfied, you may submit a complaint.

All complaints should be sent to:
support@mobilitylife.co.uk

We will:

  • Acknowledge your complaint within 3 working days
  • Provide a full response within 14 working days

If additional time is required, we will inform you and keep you updated.

14. Limitation of Liability

Nothing in these Terms limits your statutory rights.

To the fullest extent permitted by law:

  • We are not liable for indirect or consequential losses
  • We are not liable for misuse of products
  • Liability is limited to the purchase value of the product

15. Website Use

You agree not to:

  • Use the website unlawfully
  • Transmit harmful code
  • Copy or exploit content without permission

We reserve the right to restrict access if these Terms are breached.

16. Third-Party Services

We may use third-party providers. We are not responsible for their services or terms.

17. Personal Information

Your personal data is handled in accordance with our Privacy Policy.

18. Errors and Omissions

We reserve the right to:

  • Correct errors
  • Update information
  • Cancel affected orders

19. Governing Law

These Terms are governed by the laws of England and Wales.

20. Contact Information

Email: support@mobilitylife.co.uk

Address:
Suite 3, Chequers Barn
Chequers Hill, Bough Beech
Edenbridge, Kent
TN8 7PD
United Kingdom