Who this information is for
A consumer is an individual acting wholly or mainly outside their trade, business, craft or profession. Consumer rights described here apply to consumer purchases where UK law applies. If you buy for a business, your business contract will normally set the commercial terms; data-protection rights and other rights that cannot legally be excluded may still apply.
Vibe-Holdings Group is the name used for our products and services. Before you enter a contract, the relevant product information or order confirmation must identify the legal seller, its postal address, company registration details where applicable, and a contact route. If you cannot find those details, contact support@vibe-holdings.co.uk before ordering.
Your consumer rights
Mandatory consumer rights cannot be removed by a term in our contract. Depending on what you buy, the following standards and remedies may apply under the Consumer Rights Act 2015:
- Goods: must be as described, of satisfactory quality and fit for a purpose you made known. Faulty goods can qualify for a repair, replacement, price reduction or refund, depending on the circumstances and statutory rules.
- Digital content: such as software or a download, must be of satisfactory quality, fit for purpose and as described. If it does not meet those standards, you may have a right to repair or replacement, then a price reduction where the law allows. The trader can also be responsible for damage to a device or other digital content caused by faulty digital content where the statutory conditions are met.
- Services: must be carried out with reasonable care and skill and match information that forms part of the contract. If a service falls short, you may be entitled to have it performed again or receive a price reduction, depending on the circumstances.
- Fair terms and clear claims: consumer contract terms must be fair and understandable. We must not mislead you or hide important information or unavoidable charges.
These rights are case-specific. A product’s terms may give you additional rights, but cannot take away statutory rights.
Official guidance: Consumer Rights Act overview and writing a fair contract for customers.
Information you should receive before buying
For an online consumer purchase, we will make the important details clear before you order and provide a copy of the contract that you can keep. Depending on the product, that information includes:
- the seller’s identity and contact details, a description of the product or service, and its main features and limitations;
- the total price, including applicable taxes and mandatory charges, and how and when payment is taken;
- delivery, access, compatibility and technical requirements for digital products, where relevant;
- the contract length, renewal and billing terms, how to cancel, and any applicable cancellation rights;
- how to contact support and make a complaint.
We will present important terms before checkout, not rely on hidden terms or unclear wording. Any statement we make about a product should be accurate and not create a misleading impression.
Official guidance: online and distance selling.
Changing your mind and cancelling
For many online or other distance consumer contracts, you can cancel within 14 days without giving a reason. The start date and exceptions depend on whether the contract is for goods, a service or digital content. If required cancellation information is not provided, the cancellation period can be extended by law.
For an immediate digital download, the right to cancel does not end merely because you clicked “buy”. To begin supply during the 14-day period and end that cancellation right, the trader must obtain your express consent and your acknowledgement that the right will be lost once supply begins, and confirm this as required by law. Separate rules apply to services started during a cancellation period.
If you have a cancellation right, we will explain how to use it and provide any required model cancellation form. This does not limit your rights when content or a service is faulty.
Official guidance: selling online, including digital downloads.
Subscriptions and recurring payments
If a product uses recurring payments, the offer and contract should clearly state the price, billing frequency, trial or introductory period, renewal, and how to stop future payments. We will provide straightforward cancellation instructions and confirmation when a contract ends. Do not assume a free trial is free after its stated end date; check the price and cancellation date shown before accepting it.
UK subscription-specific provisions in the Digital Markets, Competition and Consumers Act 2024 are scheduled to take effect in Spring 2027. We will review any consumer subscription flow before offering it against the rules then in force. Current cancellation, distance-selling, fair-terms and consumer-rights laws still apply.
Official guidance: fair contract and subscription terms.
Complaints and getting help
If something is wrong with a purchase, contact us at support@vibe-holdings.co.uk or use our contact page. Please include the product, order reference if you have one, and what outcome you are seeking. We will review the issue and explain the next steps. Raising a complaint does not remove your legal rights or prevent you from using any statutory remedy.
If your complaint concerns how we use your personal information, our data-protection complaints process is available through the same contact route. We will acknowledge that complaint within 30 days and respond without undue delay. You can also complain to the Information Commissioner’s Office (ICO).
Privacy, documents and personal data
Use our Privacy Notice for details about personal information handled through the main website. A product may have a separate notice or contract. Vibe-Holdings must identify an appropriate lawful basis for each use of personal data, explain that use, protect the data, keep it only as needed, and handle applicable access, correction, deletion, objection and other rights requests.
For services such as VibeDocs, documents may contain personal information about the account holder or other people. If we process document contents for a business customer on that customer’s instructions, the customer may be the controller and Vibe-Holdings the processor for that processing. The product contract should define those roles, instructions, security, deletion or return of data, assistance with rights requests, breach notice and approved sub-processors.
We use service providers only under appropriate arrangements. Where personal information is transferred outside the UK, we must use a lawful transfer mechanism and safeguards where required. We also assess whether an ICO data-protection fee is due and keep our ICO registration current if required.
We use storage and access technologies such as cookies only in accordance with applicable PECR rules. Some limited statistical or service-functionality uses may qualify for an exception; advertising and tracking uses should not be treated as automatically exempt. Our notice and settings should accurately describe what the site and product actually do.
Official guidance: privacy information, data security, personal-data breaches, and cookies and similar technologies.
What Vibe-Holdings must do
Our legal and operational responsibilities include:
- show the seller’s full legal name and geographic postal address, plus company number and VAT details if applicable, and accurate product, price, delivery, contract, cancellation and complaint information before a consumer purchase;
- deliver what we agreed, honour statutory consumer rights, and use clear, fair terms and truthful product claims;
- provide workable customer support and complaint handling, and make privacy complaints straightforward to submit;
- map the personal information each product handles, use a lawful basis, publish accurate privacy information and respect people’s rights;
- use security measures appropriate to the information and risks, control staff and supplier access, and have a process to contain, assess and record security incidents;
- notify the ICO without undue delay and, where feasible, within 72 hours if a personal-data breach is likely to risk people’s rights and freedoms; notify affected people without undue delay if the risk is high;
- put appropriate written data-processing and sub-processor terms in place, and manage international transfers lawfully where they occur;
- check our ICO fee obligations, cookie and marketing rules, tax and consumer-sale duties, and product-specific legal requirements.
If an online service is likely to be used by children, we must take their needs into account when deciding how to use their personal information. If a planned processing activity is likely to create a high risk to people, we must carry out a data-protection impact assessment before starting it.
These requirements depend on the product and the facts. This page is a summary, not a substitute for product-specific terms, a privacy notice, a data-processing agreement or individual legal advice.
Further official guidance: Data Use and Access Act 2025 and when to do a DPIA.
Contact us
For consumer-rights, order or privacy questions, call 0121 661 3854, email support@vibe-holdings.co.uk, or visit vibe-holdings.co.uk/contact.
For your statutory rights, the law that applies to your contract takes priority over any summary on this page. If you are outside the UK, mandatory consumer protections in your country may also apply.