Customer Excellence Awards are provided to businesses for adapting Customer Loyalty Best Practices and for achieving Customer Centricity. We source our products from outside the UK. All our products are fully supported in the UK, USA and India.

Our services and website are designed for ease of use, speed and security and we are very keen to hear your views on both the site and our service so please do give us your feedback.

By accepting the offer set out by an Selection Committee member employed by Customer Excellence Awards you are agreeing to these terms and conditions.

Upon using the checkout/payment processing facility you agree that the details you provide to Customer Excellence Awards for the purpose of ordering or purchasing goods or services are correct, that the credit or debit card you are using is your own and that there are sufficient funds to cover the cost of the goods or services ordered.

You agree that by submitting your entry for nomination, you are hereby allowing the use of your personal data/ corporate data, name, likeness, and/or voice in publicity or advertising relating to the Awards Programme without compensation. Where permitted by law, the Awards Nominee (you) agrees that any and all disputes, claims, and causes of action arising out of or connected with this Awards Programme, or any prizes awarded, including the administration of the Awards Programme or the determination of winners, shall be resolved individually, without resort to any form of class action or Court petition.

You recognise and acknowledge before ordering that Customer Excellence Awards is a performance improvement system which uses customer opinion polling to gather customer insight in-order to initiate change in frontline staff performance and that it is not prima facie an ordinary award just like other common awards.

All goods remain the property of Customer Excellence Awards until paid for in full.

No orders are accepted until they have been successfully processed. Orders placed before 4:00pm (16:00) UK / USA (all Zones) /Indian Standard time time on a weekday will usually be processed that day. Orders placed after this time will usually be processed on the following weekday.

Customer Excellence Awards reserves the right to cancel your order or part thereof.

Should we be unable to supply a product due to the inability of our suppliers to provide the product we are under no obligation to do anything other than remove the product from our website.

Customer Excellence Awards reserves the right to substitute part or all of your order with a similar, more expensive or newer version of the product (at no extra cost to you) even from a different supplier, if the actual product becomes discontinued or is unavailable within 30 days of your order.

Goods may only be returned to us by first obtaining a Returns Authorisation Number through our Returns procedure.

All contracts and terms and conditions will be made in the English language only.

Customer Excellence Awards shall have no liability for the acts or omissions (including negligence) of telecommunications service providers or for failures of, or faults in their networks and equipment. Customer Excellence Awards will be provided on an "as is" and "as available" basis. Customer Excellence Awards cannot guarantee that our products or services will be provided fault free and we do not undertake or warrant that our goods will be free from defects.

Customer Excellence Awards may temporarily suspend our website services either partially or completely for updating and revision of content, or for any reason. We will restore our website as soon as reasonably practicable after a suspension. We will not be liable to you for any loss which you may incur as a result of any such suspension.

If Customer Excellence Awards is unable to provide website services for reasons beyond our control such as technical failure, lightning, flood, or exceptionally severe weather, fire or explosion, civil disorder, war, or military operations, natural or local emergency, anything done by government or other competent authority or industrial disputes of any kind (whether or not involving our employees), Customer Excellence Awards will not be liable.

Customer Excellence Awards may vary these terms and conditions from time to time by posting revised terms and conditions on the web site. Your continued use of the services and the Site following Customer Excellence Awards posting of any changes will constitute your acceptance of such changes. If you do not agree to the changes of these terms and conditions then you must stop using this web site immediately.

Except as expressly permitted by these terms and conditions, you may not copy, reproduce, redistribute, download, republish, transmit, display, adapt, alter, create derivative works from or otherwise extract or re-utilise any of the contents of our training program, suppliers goods or services or our website. In particular, you may not cache any of the contents for access by third parties nor mirror any content.

Where we link to other web sites not operated by Customer Excellence Awards it does not imply any endorsement of the material contained on the sites or of the owners.

All rights, including copyright, in the content of these web pages from time to time are owned or controlled for these purposes by Customer Excellence Awards.

All trade marks, names, and logos are the proprietary marks of us or of our associated companies. Marks identifying third parties are owned or licensed by those third parties or their associated companies. Nothing in these terms and conditions in any way confers on you any licence or right under any trade marks, names or logos.

These Terms and Conditions together with all sub-texts below and your order confirmation constitute the Contract.

The order process on Customer Excellence Awards is defined in stages below:

Pending- you have entered/ provided us with your payment details but the payment authorisation process was unable to complete for some technical reason. You do not need to do anything at this stage as your order will automatically processed at the next available opportunity.

Request- Customer Excellence Awards will check and confirm your Request for Nomination before processing

At any stage up to and including "Request" you can simply cancel your order.

Processing - Your required goods are ordered from our suppliers and your credit card is charged. Parts of your order but not all may have shipped.

If you attempt to cancel your order at the "Processing" stage there is the possibility that your card has been charged and (some or all of the goods) shipped. If this is the case and you want to cancel your order you should see our Returns policy.

Shipped - your entire order has shipped.

Refunded - your credit card was originally charged but your entire order was cancelled and your payment has been refunded.

Shipped = The item is being shipped from our suppliers (the shipping information will be updated with which courier is being used to ship your product(s) and the relevant reference/tracking number as soon as possible)

Backordered (with a possible shipping date) = the item is not currently available or is out of stock with our supplier. You will be notified as soon as it is in stock or it becomes available again.

Cancelled = The item has been cancelled from your order. If your card has been charged for this item your payment will be refunded within 30 days for the cost of the cancelled item(s).

Refunded = The item has been cancelled from your order and your payment has been refunded for the cost of the cancelled item(s).

Payment methods currently accepted by Customer Excellence Awards:

Payment methods

VISA Credit Card

VISA Delta

Mastercard

Maestro (UK Maestro only)

Switch

Solo

Electron

Cash

Bank Transfer

Payment Methods NOT Currently Accepted:

American Express (AMEX)

Cheques

JCB

Credit Account

Customer Excellence Awards processes all card payments made by our customers for a fee of 3% which is included in the price paid. Customers paying by credit card or debit card agree to pay this fee to Customer Excellence Awards. The total price paid remains the same.

Payments are subject to offline checks before being accepted such as pricing errors and mismatched shipping details. Credit card payments are processed through Barclays EPDQ and are subject to their rules and conditions. You must be 100% authorised to make the payment using your credit card. Please be aware that we may require further identity verification for users of free email address services such as hotmail.com. This may delay the processing of your order.

If your payment is declined it could be for a variety of reasons. For security purposes we will not specify exactly what the problem is. However, any of the following could be wrong:

The credit card number

The cardholder's name does not match the one on the card

The start or expiry date

The security/CV2 code

The issue number

The customer address does not match the cardholder's address

The delivery address does not match the cardholder's address

Delivery / Shipping

You can choose to have your order shipped to an alternative address. Acceptance of orders where the delivery address is different to the cardholder's address is at our discretion and we may ask for proof of identification if necessary to verify the address.

We do not offer a mechanism for specifying part delivery of an order at this time.

We use a network of reputed nationwide couriers who will endeavour to deliver "in stock" goods on the following working week (four to five Working days) for orders placed before 3:30pm (15:30) UK time, although this cannot be guaranteed. Orders are generally shipped on working days only. Shipping charges are included in our price. Shipping of Awards packs take on average 10 working days.

We only deliver goods at the standard cost and timings as listed here to the "United Kingdom mainland".

We reserve the right to charge extra for shipping/delivery and/or add additional delivery time to orders placed from outside of the "United Kingdom mainland". This will be done on an order by order basis. Depending on goods ordered, availability and courier charges, an order may be delayed, declined or cost extra.

Our system makes a best-guess estimate at the delivery cost and approximate delivery timing for your order which will be checked before we charge your card. Should there be any additional cost we will contact you to get your approval. If the cost is lower we will alter the delivery charge for you but will not trouble you for confirmation.

We do not guarantee delivery for a precise date or time. We therefore cannot be held liable for any loss or inconvenience experienced as a result of a delayed delivery or of non-delivery.

All shipped packages have a reference number assigned to it. This information is available from our Customer Support Services which can be accessed by calling our Switchboard on 020 7100 3368 or by email from: cs@smeawards.co.uk.

A signature will be required upon delivery. If there is no one at home to sign for the delivery a card will be left with the courier's contact information on it for you to arrange a suitable day for re-delivery. If they are not contacted immediately they may try to deliver the next day and will only try to deliver twice. The delivery company operates this process Customer Excellence Awards cannot be held liable in the event that the courier fails to follow this procedure.

Customer Excellence Awards shall have no liability to you for any delay in the delivery of products ordered or any other matters to the extent that the delay is due to any event outside our reasonable control, including but not limited to, acts of God, war, flood, fire, labour disputes, strikes, lock-outs, riots, civil commotion, malicious damage, explosion, governmental actions and any other similar events.

If goods arrive damaged or if there are items missing from the delivery you must either refuse delivery (clearly stating the goods are to be returned to sender) or note this on the carrier's delivery paperwork at the time of signing for the goods. You will then have seven working days to contact us using a durable medium (email, letter or fax) to notify us of the situation.

Any delivery that is refused or returned to our suppliers due to your failure to arrange redelivery or pick up the goods from their depot may result in a maximum £40/US$55/Rs.400 (India only) administration fee levied against your refund.

Electronic Software Download (ESD)

Some products are available as download (ESD) versions. Instead of receiving a boxed copy of the software you will be sent a unique internet link (URL) to download your software and/or it will be emailed to you. You will be sent your serial number or activation code after your order has been successfully processed via email.

Points to note:

  •    Make sure the email address you use when you order is correct and working.

  •    If you or your Internet Service Provider (ISP) have anti-virus filters on your email software/server it may "quarantine" or "delete" your software installer if it is sent as an attachment to an email – please check your quarantine filter/the anti-virus logs first before contacting us that you haven't received your software.

  •    If you or your Internet Service Provider (ISP) have junk mail/spam filters on your email software/server it may "quarantine" or "delete" your software installer if it is sent as an attachment to an email – please check your quarantine filter/the anti-virus logs first before contacting us that you haven't received your software.

  •    You are responsible for making a backup of the software installer(s) that you are sent in line with the rights listed in the User Licence Agreement (ULA) for that software. We recommend where possible to backup the software installer(s) to optical media such as CD-R or DVD-R.

  •    If you need to download the software again you must contact "cs@smeawards.co.uk" with your order number. Please note there may be a charge for this service.

  •    Due to the nature of ESD products they cannot be returned under the Distance Selling Regulations.

Although Customer Excellence Awards endeavours to ensure the accuracy of all information or images or designs or drawings communicated by telephone email or provided on our web site, neither Customer Excellence Awards nor any directors, associates, employees or other representatives will be liable for damages of any kind arising out of or in connection with the use of this information.

All trademarks are acknowledged as belonging to their respective holders.

Prices

All product prices quoted are in UK Pounds Sterling and exclusive/inclusive VAT prices are clearly differentiated

Pricing and availability information is subject to change without notice. In the event that the price is incorrectly listed due to typographical error, or due to a typographical error from our suppliers, we reserve the right to refuse, cancel or refund any orders.

All products supplied are covered by these terms and conditions. Our warranty does not apply to defects resulting from improper or inadequate installation, use or maintenance; actions or modifications by unauthorised third parties or the customer; or accidental or willful damage. Customer Excellence Awards accepts no liability for its Suppliers terms and conditions, warranties, or imposed conditions that a Supplier may request with a given warranty.

Failure by Customer Excellence Awards to enforce at any time or for any period any one or more of the conditions shall not be a waiver of them or of the right at any time to enforce all of them.

The Consumer Protection (Distance Selling) Regulations 2000 are applicable only to sales to consumers, defined as "any natural person who is acting for purposes that are outside his or her business".

Customer Excellence Awards are for businesses and not for individuals, hence distance selling rules in relation to consumers are not applicable to our goods or services.

Nomination Certificates and all of the training forming a good part of nomination and selection process is customised/personalised to individual businesses. Hence any cancellation to be applicable should be done on the same working day as the date of nomination. Requests for cancellation on any day following the date of payment/nomination will not be processed. If you are unhappy with any of the goods or services provided by Customer Excellence Awards, please call our Customer Services with your complaint, we will do our best to improve our services and provide you with replacements for damaged goods.

All goods

Distance Selling Regulations not withstanding the following rules apply for returning goods:

THE ITEM IS DEAD ON ARRIVAL (DOA) = The product is non functional on delivery. The repair, replacement or refund of the DOA product is at the supplier's discretion dependant on the individual warranty terms of the product and the supplier. In all cases of a DOA where we are notified within one working day of the delivery of the product Customer Excellence Awards will attempt to obtain a new, replacement product on your behalf as part of our normal returns process but there is no guarantee of this.

In cases where a product is returned due to an incompatibility with your system or the inability of the product to meet a specific requirement that is outside the scope of the product's original intended use, either of which could have been verified before the order was placed, the cost of delivery will be deducted from the refund amount.

RMA = Return Merchandise Authorisation is needed for processing returns. Please do not send goods by post or parcel to our offices without a RMA number.

Customer Excellence Awards uses industry standard practices and technologies including, but not limited to, Secure Socket Layers, data encryption and firewalls. However, information transferred over the Internet cannot be guaranteed to be completely 100% secure. Therefore, we employ many different security techniques to protect such data from unauthorised access by users inside and outside the company but we cannot ensure or warrant the security of any information you transmit to us and you do so at your own risk.

It is a crime to use a false name or a known invalid credit card to order. Anyone caught willfully entering an erroneous or fictitious order will be prosecuted to the fullest extent of the law. Customer Excellence Awards tracks the electronic "fingerprints" of every order placed on Customer Excellence Awards to enable us and all legitimate crime prevention and prosecution authorities to trace individual users engaging in criminal activities on our website.

Any fraudulent activity will be fully investigated in conjunction with the relevant law enforcement departments.

Customer Excellence Awards is not intended for minors. If you are under the age of 15 you may only browse the site with the supervision of a parent or guardian. Orders will not be accepted from minors (i.e. those people under the age of 18).

Customer Excellence Awards is not intended for minors. If you are under the age of 15 you may only browse the site with the supervision of a parent or guardian. Orders will not be accepted from minors (i.e. those people under the age of 18).

Customer Excellence Awards is operated by Valyu Ltd. registered in the UK by law. We take all reasonable care to comply with the requirements of the UK Data Protection Act 1998 relating to the personal information you supply us.

YOUR PERSONAL INFORMATION The personal information gathered could include name, delivery address, email address, mobile/home telephone number and personal preferences. This information is gathered at the time of registration. By completing the registration process, you accept the Terms and Conditions of Customer Excellence Awards.

Your personal information is transferred and stored securely. If any of this information changes or is incorrect you can log into your account and update your information.

You may use your contact details to notify you about important functionality changes and alterations to the web site such as major changes to our terms and conditions. The primary use of the personal information gathered is to process your order.

Unless required by law your personal information will not be supplied to any third parties without your consent. We do not currently sell, trade or rent your personal information to other parties. However, in the future we may choose to do so with trusted third parties.

You have the right to ask for a printed copy of your personal information on payment of a small fee. This will be £12.

Because we provide links from our website to other web sites we highly recommend that you view the privacy policies of those web sites as they are not governed by this Privacy Policy.

You can close your account at any time by emailing "cs@smeawards.co.uk" from your registered email address stating that you wish to close your account. We will then call you on your preferred telephone number to check that you wish to close your account. Without this voice authorisation we will not close an account. We may continue to use your personal information for a period after you cease being a registered user purely for statistical purposes.

We may use technology to track the patterns of behaviour of customers to our web site. This will include cookies, which are stored on your computer. Thus information and data may be automatically collected through the use of these cookies. Cookies are small text files that our web site can use to recognise repeat customers.

Because we provide links to other web sites we would like to warn you that those web sites may use their own cookies. We have no access to, or control over those cookies.

Customer Excellence Awards may vary this Privacy Policy from time to time by posting a revised Privacy Policy on the website. Your continued use of the site following Customer Excellence Awards's posting of any changes will constitute your acceptance of such changes. If you do not agree to the changes of this Privacy Policy then you must stop using our services and web site immediately other than to request your account be closed via customer services.

Polls and Surveys

Customer Excellence Awards conducts 'blind surveys' from time to time by phone to assess suitability of certain businesses. The details of such survey is kept strictly confidential.

Customer Excellence Awards is not intended for minors. If you are under the age of 15 you may only browse the site with the supervision of a parent or guardian. Orders will not be accepted from minors (i.e. those people under the age of 18).

By UK law "working day" means any day EXCEPT Saturdays, Sundays or an official UK bank holiday.

Contact Details

Feel free to contact us by email, by post, by phone or by simply completing the contact form below.

Sales office hours 9am - 5pm (UK time/US time all zones and Indian Standard time). Telephone calls charged at local rate. Faxes charged at local rate.

Customer Service