Terms of Service

Effective from 1st April 2026. Last updated 14th March 2026.

1. About Us and These Terms

These terms of service ("Terms") govern your use of the Neat Serve website at neatserve.co and any related services, content, and features we provide (the "Services"). By using our Services or placing an order, you agree to be bound by these Terms and our Privacy Policy.

Neat Serve is a trading name of Neat Serve Ltd, a company registered in Scotland (Company Number: SC848341). Our registered office is at Neat Serve, The Melting Pot, 15 Calton Road, Edinburgh, EH8 8DL. You can contact us at crew@neatserve.co.

Our Services are provided through the Shopify platform. Shopify enables us to operate our online store, but any purchase you make is a contract directly between you and Neat Serve. Shopify is not a party to that contract and is not responsible for any aspect of the sale.

These Terms do not affect your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Extra Charges) Regulations 2013. Where there is any conflict between these Terms and your statutory rights, your statutory rights will prevail.

2. Eligibility

By using our Services, you confirm that you are at least 18 years of age and are legally capable of entering into a binding contract. If you are under 18 you may use our Services only with the involvement and consent of a parent or guardian.

3. Your Account

To place an order, you may be asked to provide personal information including your name, email address, billing details, and delivery address. You confirm that all information you provide is accurate, current, and complete, and you agree to update it promptly if anything changes.

You are responsible for maintaining the confidentiality of any account credentials and for all activity that occurs under your account. You may not transfer or assign your account to another person.

4. Products and Descriptions

We make every reasonable effort to ensure that product descriptions, images, and other information on our website are accurate. However, please note:

• Colours may vary slightly between your screen and the physical product due to differences in display settings. This is particularly relevant to our print-on-demand products, which use direct-to-garment (DTG) printing. Minor colour variations inherent to the DTG process are not considered a fault.
• All product descriptions are subject to change without notice.
• We reserve the right to discontinue any product at any time and to limit quantities available for purchase.

Nothing in this section affects your statutory rights under the Consumer Rights Act 2015. If goods are not of satisfactory quality, not fit for purpose, or not as described, you have a right to a remedy regardless of any product description caveats.

5. Orders and Contract Formation

When you place an order through our website, you are making an offer to purchase. A legally binding contract between you and Neat Serve is formed when we send you an order confirmation email.

We reserve the right to refuse or cancel any order before dispatch, including (without limitation) where a product is unavailable, where there is a pricing or description error, or where we suspect fraudulent activity. If we cancel your order, we will notify you and issue a full refund.

All Neat Serve products are made to order using print-on-demand production. Orders typically enter production within 24 hours of purchase. Once production has begun, we may not be able to cancel or amend your order. If you need to cancel, contact us at crew@neatserve.co as soon as possible and we will do our best to accommodate your request.

This does not affect your statutory right to cancel under the Consumer Contracts Regulations 2013 (see Section 8 below).

6. Prices and Payment

All prices are displayed in pounds sterling (£) and are inclusive of VAT where applicable. Prices do not include delivery charges, which will be displayed before you complete your order.

Prices are subject to change without notice, but changes will not affect orders for which we have already sent an order confirmation.

We accept payment via the methods displayed at checkout (including credit/debit card and any accelerated checkout options provided through Shopify Payments). You confirm that you are authorised to use the payment method provided and that the details are accurate. Payment must be received in full before your order is dispatched.

In the event of a pricing error, we will contact you before processing the order. If we are unable to reach you or you do not wish to proceed at the correct price, we will cancel the order and issue a full refund.

7. Delivery

We aim to deliver all UK orders within 30 days of your order being confirmed. This includes production and shipping time. All delivery times are estimates and are not guaranteed. We are not liable for delays caused by our manufacturing partners, the postal or courier service, or other events outside our reasonable control, although we will keep you informed and work with you to resolve any delivery issues.

Under the Consumer Rights Act 2015 (Section 29), risk in the goods does not pass to you until the goods are delivered to you or to a person you have nominated to receive them. If goods are lost or damaged in transit, please contact us and we will arrange a replacement or refund.

If delivery fails because of incorrect address details provided by you, or because you were unavailable to receive the goods and the carrier was unable to leave them safely, any additional delivery costs will be your responsibility.

8. Your Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Extra Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, for any reason and without needing to give one. This is your statutory right and applies to all standard catalogue products purchased from our store.

In addition to your statutory rights, we offer an extended 21-day return window from the date of delivery. Full details of how to exercise your cancellation and return rights, including eligibility conditions, return shipping, refunds, and non-returnable items, are set out in our Return & Refund Policy.

9. Faulty Goods and Your Statutory Rights

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If your goods are faulty, damaged, or not as described, you have a right to a remedy.

Within 30 days of delivery, you are entitled to a full refund or replacement. After 30 days and up to 6 months, we will offer a repair or replacement. If repair or replacement is not possible, you will be entitled to a refund. After 6 months, you may still be entitled to a repair, replacement, or partial refund, but the burden of proof shifts to you to demonstrate the fault was present at the time of delivery.

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

10. Intellectual Property

All content on our website — including text, graphics, logos, images, product designs, slogans, and the overall design and arrangement of the Services — is owned by Neat Serve or its licensors and is protected by UK copyright, trademark, and other intellectual property laws.

You may not reproduce, distribute, modify, create derivative works of, publicly display, or otherwise use any content from our website without our prior written consent, except for your own personal, non-commercial use (for example, saving a product image for your own reference).

The Neat Serve name, logo, and all associated product names, slogans, and designs are trademarks of Neat Serve. You may not use these without our prior written permission. Third-party trademarks appearing on our website belong to their respective owners.

11. User Content and Feedback

If you submit any content to us — including reviews, comments, photographs, suggestions, or other feedback ("User Content") — you grant us a non-exclusive, royalty-free, worldwide licence to use, reproduce, modify, and display that content in connection with our business, including on our website, social media channels, and marketing materials.

You confirm that any User Content you submit is your own original work (or you have the necessary rights to share it), does not infringe the rights of any third party, and does not contain anything unlawful, defamatory, or objectionable.

We may remove any User Content at our discretion without notice.

12. Third-Party Links and Services

Our website may contain links to third-party websites or services that are not owned or controlled by Neat Serve. We are not responsible for the content, privacy practices, or availability of any third-party websites. Accessing third-party sites is at your own risk, and we encourage you to review their terms and policies before engaging with them.

13. Privacy and Data Protection

We collect and process personal data in accordance with UK GDPR and the Data Protection Act 2018. Full details of how we handle your personal information are set out in our Privacy Policy.

Because our website is hosted by Shopify, certain personal data (including information about your browsing behaviour and purchases) is also processed by Shopify in accordance with their privacy policy. By using our Services, you acknowledge this.

14. Acceptable Use

You agree to use our Services only for lawful purposes. You must not:

• Use our Services in any way that breaches any applicable UK law or regulation.
• Use our Services to transmit any unsolicited or unauthorised advertising or promotional material.
• Attempt to gain unauthorised access to any part of our Services, the server on which our website is hosted, or any connected database.
• Use automated tools, bots, scrapers, or AI agents to access, interact with, or extract data from our Services without our prior written consent.
• Interfere with or disrupt the operation of our Services or the experience of other users.

We reserve the right to suspend or terminate your access to our Services if we reasonably believe you have breached these Terms.

15. Limitation of Liability

Nothing in these Terms excludes or limits our liability for:

• Death or personal injury caused by our negligence.
• Fraud or fraudulent misrepresentation.
• Any breach of the terms implied by Sections 9, 10, 11, and 12 of the Consumer Rights Act 2015 (goods to be of satisfactory quality, fit for purpose, and as described).
• Any other liability that cannot be excluded or limited under applicable law.

Subject to the above, and to the fullest extent permitted by law:

• We are not liable for any indirect, incidental, special, or consequential loss or damage arising from your use of our Services or any products purchased through them.
• Our total aggregate liability to you for all claims arising under or in connection with these Terms shall not exceed the total amount you paid to us for the products giving rise to the claim.
• We are not liable for any loss or damage arising from events outside our reasonable control, including (without limitation) failures of third-party services, internet disruptions, or postal/courier delays.

16. Indemnification

You agree to indemnify and hold harmless Neat Serve, its officers, directors, and employees from any claims, losses, damages, or expenses (including reasonable legal fees) arising from your breach of these Terms, your misuse of our Services, or your violation of any law or the rights of a third party.

17. Changes to These Terms

We may update these Terms from time to time. The most current version will always be available on this page with the effective date shown at the top.

Where we make material changes that affect your rights, we will take reasonable steps to notify you (for example, by email or by a prominent notice on our website). Your continued use of our Services after any changes take effect constitutes your acceptance of the revised Terms.

18. Severability

If any provision of these Terms is found to be invalid, unlawful, or unenforceable by a court of competent jurisdiction, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable. If it cannot be modified, it shall be severed from these Terms, and the remaining provisions shall continue in full force and effect.

19. Waiver

Our failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.

20. Entire Agreement

These Terms, together with our Privacy Policy and Return & Refund Policy, constitute the entire agreement between you and Neat Serve in relation to your use of our Services. They supersede all prior agreements, communications, and understandings (whether written or oral) relating to the subject matter of these Terms.

21. Governing Law and Jurisdiction

These Terms are governed by and construed in accordance with the laws of Scotland. Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the Scottish courts.

Nothing in this section affects your rights as a consumer to bring proceedings in the courts of the part of the United Kingdom in which you reside.

22. Contact Us

If you have any questions about these Terms, please contact us:

• Neat Serve Neat Serve Ltd
• Company Number: SC848341
• Email: crew@neatserve.co
• Address: Neat Serve, The Melting Pot, 15 Calton Road, Edinburgh, EH8 8DL