1. About These Terms

Updated on: 09th June 2026

These Terms of Service ("Terms") govern your use of this website and any products or services you purchase or download from robertmedwards.com ("the Website").

The Website is operated by Rob Edwards, trading as Robert M Edwards, a sole trader based in England ("I", "me", "my").

By accessing the Website, downloading any free digital products, or purchasing any services, you confirm that you have read, understood, and agree to be bound by these Terms.

If you do not agree to these Terms, please do not use this Website or download or purchase any products or services from it.

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

2. Contact Details

Trading name: Robert M Edwards Website: robertmedwards.com Email: mail@robertmedwards.com Location: Cheshire, England

3. Free Digital Products

3.1 What is included

From time to time I make digital resources available to download free of charge via the Website ("Free Digital Products"). These may include guides, checklists, templates, frameworks, and other downloadable materials.

3.2 Licence to use

When you download a Free Digital Product, I grant you a personal, non-exclusive, non-transferable licence to use that product for your own internal business purposes.

You may not:

• Sell, resell, sublicence, or otherwise commercially exploit any Free Digital Product

• Reproduce or distribute any Free Digital Product to third parties without my prior written consent

• Remove or alter any branding, copyright notices, or attribution from any Free Digital Product

• Use any Free Digital Product to create a competing product or service

3.3 No warranty

Free Digital Products are provided "as is" and for general informational purposes only. They do not constitute professional advice specific to your business or circumstances. While I take care to ensure the accuracy of all content, I make no warranty — express or implied — as to its completeness, accuracy, or fitness for any particular purpose.

You use Free Digital Products entirely at your own risk. I accept no liability for any loss or damage arising from your use of, or reliance on, any Free Digital Product.

3.4 Intellectual property

All Free Digital Products remain my intellectual property at all times. Downloading a product does not transfer any intellectual property rights to you.

4. CX Health Check Services

4.1 What is included

The CX Health Check is an independent, expert-led audit of your business's customer experience, available at three tiers (Starter, Standard, and Premium). The specific inclusions for each tier are set out on the Website at the time of purchase and confirmed in your proposal or order confirmation.

4.2 Engagement and proposal

Where a written proposal is issued, the services to be provided, the agreed fee, and the timeline will be set out in that proposal. These Terms apply alongside the proposal. In the event of any conflict between these Terms and a written proposal, the proposal shall take precedence.

4.3 Your responsibilities

To enable me to carry out the CX Health Check effectively, you agree to:

• Complete the intake form accurately and in reasonable detail

• Provide any requested materials, access, or information in a timely manner

• Ensure that any materials you provide do not infringe the intellectual property or other rights of any third party

• Nominate an appropriate contact person who has authority to engage with the audit process

I am not liable for any delay in delivery or reduction in quality caused by your failure to meet these responsibilities.

4.4 Delivery

I will use reasonable endeavours to deliver your CX Health Check within the timescales confirmed at the point of engagement. All delivery timescales are estimates unless expressly stated to be guaranteed in writing.

4.5 Audit report and outputs

The audit report and all other outputs produced as part of the CX Health Check ("Outputs") are prepared specifically for your business based on the information provided to me. They are intended for your internal use only.

You may share Outputs internally within your business. You may not share Outputs publicly or with third parties without my prior written consent, except where required to do so by law.

4.6 Independence and limitations

The CX Health Check represents my honest, independent professional assessment based on the information available to me at the time of the audit. It does not constitute a guarantee of any particular business outcome.

The findings and recommendations in your report reflect the position at the time of the audit. Customer experience is dynamic — I accept no liability for changes in your business circumstances, customer behaviour, or market conditions following delivery of the report.

4.7 Intellectual property

The C.A.R.E. framework and all other proprietary methodologies, frameworks, and tools used in the delivery of the CX Health Check remain my intellectual property at all times.

The audit report produced for your business is licensed to you for your internal use. Ownership of the report content transfers to you upon receipt of full payment. My underlying methodologies, frameworks, and intellectual property are not transferred.

5. Smart Automation & Digital Transformation Services

5.1 What is included

The Smart Automation & Digital Transformation service provides process auditing, tool recommendation, and implementation support to help SMBs digitise appropriate business processes using accessible SaaS tools. The specific scope, tier, and deliverables will be set out in a written proposal issued before the engagement begins.

5.2 Engagement and proposal

All Smart Automation & Digital Transformation engagements require a written proposal agreed by both parties before work commences. The proposal will set out the scope, deliverables, fee, and timeline. These Terms apply alongside the proposal. In the event of any conflict between these Terms and a written proposal, the proposal shall take precedence.

5.3 Independence of recommendations

All tool and technology recommendations I make are independent. I do not receive referral fees, commissions, or any other financial benefit from any software vendor or third-party provider in connection with recommendations made to clients.

Recommendations are based on my professional assessment of what is appropriate for your business at the time of engagement. Technology products and services change frequently — I make no warranty that any recommended tool will remain available, affordable, or fit for purpose beyond the date of recommendation.

5.4 Third-party tools and software

Where I recommend third-party SaaS tools or software, those products are subject to their own terms, conditions, and pricing set by the relevant provider. I have no control over and accept no liability for:

• The availability, performance, or security of any third-party tool

• Changes to the pricing, features, or terms of any third-party tool

• Any loss or damage arising from your use of a third-party tool, whether recommended by me or otherwise

• Data processing or privacy practices of any third-party provider

You are responsible for reviewing and agreeing to the terms of any third-party tools you adopt and for ensuring their use complies with your legal obligations, including under the UK GDPR.

5.5 Your responsibilities

To enable me to carry out this service effectively, you agree to:

• Complete the scoping form accurately and in full

• Participate in scoping and discovery calls as agreed

• Provide access to relevant information, processes, and team members in a timely manner

• Ensure you have appropriate authority to engage with and implement the recommendations made

• Be responsible for any decisions made regarding the adoption and implementation of recommended tools

I am not liable for any delay in delivery or reduction in quality caused by your failure to meet these responsibilities.

5.6 Delivery

I will use reasonable endeavours to deliver all services within the timescales confirmed in the proposal. Timescales may be affected by your availability, responsiveness, or the complexity of your business processes. I will communicate any anticipated delays as promptly as possible.

5.7 Limitations of the service

This service provides recommendations, guidance, and support — it is not a managed IT service and does not include ongoing technical maintenance, system administration, or data management unless expressly agreed in writing.

I am not responsible for the implementation of any recommended tool unless hands-on implementation support is explicitly included in the agreed scope of your engagement.

5.8 Intellectual property

All methodologies, frameworks, process maps, and documentation produced as part of this service that reflect my proprietary approaches remain my intellectual property. Client-specific deliverables produced for your business are licensed to you for internal use upon receipt of full payment.

6. Fees and Payment

6.1 Fees

Fees for all paid services are as set out on the Website or in a written proposal. All fees are quoted exclusive of VAT. Where VAT is applicable, it will be added at the prevailing rate.

6.2 Payment terms

Payment terms will be set out in the relevant proposal or order confirmation. Unless otherwise agreed in writing, the following terms apply:

• Starter CX Health Check: full payment required before work commences

• Standard CX Health Check: 50% deposit on acceptance, balance due on delivery of the final report

• Premium CX Health Check: 50% deposit on acceptance, balance due within 7 days of the debrief call

• Smart Automation — Tier 1: full payment required before work commences

• Smart Automation — Tier 2 and Tier 3: 50% deposit on acceptance of proposal, balance due on delivery of the final roadmap or as otherwise agreed in the proposal

6.3 Automatic payment collection via Stripe

Where you have provided payment card details and authorised their storage within the client portal, you consent to Robert M Edwards using those stored payment details to automatically collect payment on the due date via Stripe, our third-party payment processor.

By saving your payment details to the client portal, you authorise us to:

• Store your payment information securely via Stripe in accordance with applicable Payment Card Industry Data Security Standards (PCI DSS)

• Attempt to collect any amounts due on or after the relevant due date using your stored payment method

Where an automatic payment attempt is unsuccessful — for example due to insufficient funds, card expiry, or a decline by your card issuer — you will receive an email notification to your registered email address advising that payment is outstanding. That notification will set out the amount due, the relevant invoice, and the alternative payment methods available to you.

You are responsible for ensuring that your stored payment details are accurate and up to date. Robert M Edwards accepts no liability for any failed payment or resulting service suspension where stored payment details are out of date, expired, or otherwise invalid.

6.4 Managing your payment details

You can view, update, add, or remove saved payment methods at any time by logging into your client portal at robert-m-edwards.moxieapp.com/login.

Changes to saved payment details will take effect for any payments not yet collected at the time the change is made. Removing a saved payment method does not cancel any outstanding invoices — alternative payment arrangements must be made directly with Robert Edwards at finance@robertmedwards.com if no valid payment method remains on file.

6.5 Stripe terms

Payment processing is carried out by Stripe. By providing payment card details you also agree to Stripe's terms of service, available at stripe.com/gb/legal. Robert M Edwards does not store full card details directly — all payment data is handled and secured by Stripe.

6.6 Alternative payment methods

Where automatic payment is not available or has been unsuccessful, the following alternative payment methods are available:

• Bank transfer (BACS) — account details provided on invoice

• Manual card payment via a payment link issued on request

All payments must be made in pounds sterling (GBP).

6.7 Late payment

If payment is not received by the due date, I reserve the right to:

• Suspend delivery of services until payment is received

• Charge interest on overdue amounts at the rate of 8% per annum above the Bank of England base rate, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998

• Recover reasonable debt recovery costs in accordance with that Act

6.8 Expenses

Where an engagement requires travel, printing, postage, or other out-of-pocket expenses, these will be agreed with you in advance and invoiced separately unless included in the fixed fee set out in the proposal.

7. Cancellation and Refunds

7.1 Your right to cancel — services

You may cancel a service engagement at any time by notifying me in writing to mail@robertmedwards.com.

Where work has not yet commenced, any deposit paid will be refunded in full within 14 days, less any reasonable costs already incurred.

Where work has commenced, you will be invoiced for the proportion of work completed at the point of cancellation. Any balance of deposit held above that amount will be refunded within 14 days.

7.2 Free digital products

As Free Digital Products are made available at no charge, no refund provisions apply.

7.3 Consumer rights

If you are purchasing as a consumer (i.e. not in the course of a business), you may have additional cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where a service has been fully performed with your agreement before the end of any applicable cancellation period, you may lose the right to cancel. I will provide you with clear information about your rights at the point of purchase where applicable.

7.4 My right to cancel

I reserve the right to cancel any engagement where:

• You fail to provide information or materials necessary to commence or continue the work within a reasonable timeframe

• Payment has not been received in accordance with the agreed terms

• Circumstances arise that make it impossible or unreasonable for me to deliver the service as agreed

Where I cancel for reasons other than your default, any fees paid for work not yet delivered will be refunded in full within 14 days.

8. Confidentiality

8.1 My obligations

I will treat all information you share with me in connection with any engagement as confidential. I will not disclose your confidential information to any third party without your prior written consent, except where required to do so by law or regulation.

8.2 Your obligations

Where I share proprietary methodologies, frameworks, or confidential working materials with you in the course of an engagement, you agree to treat these as confidential and not to share them with third parties without my prior written consent.

8.3 Anonymised case studies

I reserve the right to reference client engagements anonymously in marketing materials, case studies, and portfolio content. I will never identify your business by name without your prior written consent.

9. Data Protection

I take data protection seriously and comply with my obligations under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Any personal data you provide to me in connection with an enquiry, engagement, or download will be processed in accordance with my Privacy Policy, available at robertmedwards.com/privacy-policy.

I will not share your personal data with third parties for marketing purposes.

10. Liability

10.1 General limitation

To the maximum extent permitted by law, my total liability to you under or in connection with these Terms — whether in contract, tort (including negligence), or otherwise — shall not exceed the total fees paid by you for the relevant service in the 12 months preceding the claim.

Where no fees have been paid (for example, in connection with Free Digital Products), my total liability shall not exceed £100.

10.2 Excluded losses

I shall not be liable for:

• Loss of profit, revenue, or anticipated savings

• Loss of business, contracts, or goodwill

• Indirect or consequential loss of any kind

whether or not such losses were foreseeable at the time of engagement.

10.3 What I do not exclude

Nothing in these Terms limits or excludes my liability for:

• Death or personal injury caused by my negligence

• Fraud or fraudulent misrepresentation

• Any other liability that cannot be excluded or limited under applicable English law

11. Intellectual Property

All content on this Website — including but not limited to text, images, logos, frameworks, templates, and the C.A.R.E. methodology — is my intellectual property or is used with permission.

You may not reproduce, distribute, or create derivative works from any Website content without my prior written consent.

12. Website Use

12.1 Availability

I aim to keep the Website available at all times but cannot guarantee uninterrupted access. I accept no liability for any loss or inconvenience arising from Website downtime.

12.2 Third-party links

The Website may contain links to third-party websites. These are provided for your convenience only. I have no control over the content of third-party websites and accept no liability for them.

12.3 Accuracy

I take reasonable care to ensure that information on the Website is accurate and up to date, but I make no warranty to that effect. Service descriptions and pricing are subject to change.

13. Changes to These Terms

I may update these Terms from time to time. The current version will always be published on the Website with the date it was last updated. Your continued use of the Website or services following any update constitutes acceptance of the revised Terms.

For active service engagements, any material changes to these Terms will be notified to you in writing and will not apply retrospectively to an engagement already underway without your agreement.

14. General

14.1 Entire agreement

These Terms, together with any written proposal or order confirmation, constitute the entire agreement between us in relation to the relevant products or services and supersede all prior discussions, representations, or agreements.

14.2 Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

14.3 Waiver

Failure by either party to enforce any provision of these Terms shall not constitute a waiver of the right to enforce that provision in the future.

14.4 No partnership or agency

Nothing in these Terms creates a partnership, joint venture, agency, or employment relationship between us.

14.5 Governing law and jurisdiction

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

© Robert M Edwards | robertmedwards.com | mail@robertmedwards.com