Plain English Summary of these Terms
This is a summary of the key points. The full Terms below are the legally binding version.
Who I am Rob Edwards, trading as Robert M Edwards, based in Cheshire, England. You can reach me at mail@robertmedwards.com.
Free downloads You're welcome to use any free resources for your own business. Please don't sell them, rebrand them, or pass them off as your own work.
CX Health Check Once we've agreed a proposal, I'll need some information from you to get started. I'll deliver an honest, independent audit of your customer experience and a clear action plan. The report is yours to use internally. My frameworks and methodologies remain mine.
Smart Automation & Digitisation Every engagement starts with an agreed proposal. My tool recommendations are completely independent — I don't take referral fees or commissions from any software provider. Third-party tools are subject to their own terms, which you'll need to agree to separately.
Paying me Fees are set out in your proposal. For most services a 50% deposit is required upfront, with the balance due on delivery. Late payments may incur statutory interest under English law.
Cancellations You can cancel at any time in writing. If work hasn't started, you'll get your deposit back. If it has, you'll pay for what's been done — nothing more.
Confidentiality What you share with me stays with me. I may reference our work anonymously in case studies but will never name your business without your permission.
My liability I'm not liable for lost profits or indirect losses. My total liability is capped at the fees you've paid me in the previous 12 months. Nothing here affects your statutory rights.
Your data Handled in accordance with UK GDPR and my Privacy Policy at robertmedwards.com/privacy-policy.
Governing law These Terms are governed by English law. Any disputes are subject to the jurisdiction of the courts of England and Wales.
1.About These Terms
Updated on: 17th July 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").
For the avoidance of doubt, these Terms of Service do not apply to Consultancy Services (as defined in the Consultancy Terms). Consultancy Services are instead governed by separate Terms specific to Consultancy Services ("Consultancy Terms"), which will be appended to the relevant Proposal and shall take effect upon the client's written acceptance of that Proposal. Where the Consultancy Terms are silent on a matter, these Terms of Service shall apply to the extent not inconsistent with the Consultancy Terms.
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. Digital Products
The digital products, templates, guides, and resources provided by Robert M Edwards are designed to offer practical guidance on customer experience (CX), service improvement, and business operations.
They are intended for informational and educational purposes only and do not constitute tailored business, legal, or financial advice.
3.1 Free Digital Products
Where products are offered free of charge:
- They are provided in exchange for contact details (e.g. email address)
- By downloading, you agree to receive relevant communications (you may unsubscribe at any time)
- Free products are licensed for personal or internal business use only
- They must not be resold, redistributed, or repackaged
3.2 Paid Digital Products
Where products are purchased:
- Payment must be made in full before access is granted
- Access will typically be provided immediately via download or email
- All purchases grant a non-exclusive, non-transferable licence for use within your business only
You may not:
- Resell or sub-license the product
- Share it outside your organisation
- Modify and distribute it as your own
3.3 No Refund Policy
Due to the nature of digital products:
- All sales are final
- No refunds, exchanges, or cancellations will be provided once access has been granted
If you experience any issues accessing your purchase, please get in touch and we will resolve it promptly.
3.4 Intellectual Property
All content, frameworks, templates, and materials are the intellectual property of Robert M Edwards.
This includes (but is not limited to):
- CX Health Check frameworks
- Templates and scorecards
- Guides and written content
Unauthorised use, reproduction, or distribution is strictly prohibited.
3.5 Results Disclaimer
While these products are designed using over 20 years of customer experience expertise:
- Results will vary depending on your business, industry, and implementation
- No guarantees are made regarding specific outcomes, revenue growth, or performance improvements
3.6 Limitation of Liability
To the fullest extent permitted by law:
- Robert M Edwards shall not be liable for any indirect, incidental, or consequential losses
- This includes loss of revenue, business interruption, or reputational impact arising from use of these products
3.7 Support with Digital Products
If you have questions about a product or need support, you can get in touch:
4. Consultancy Services
4.1 CX Health Check & Smart Automation Services
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.
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.
4.2 Engagement & 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. The Consultancy Terms apply alongside the proposal and will be attached to the proposal.
4.3 Third Party Tools & Recommendations
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.
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. Fees & Payment
5.1 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.
5.2 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
5.3 Automatic Payment Collection
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.
5.4 Managing Your Payment Details
You can view, update, add, or remove saved payment methods at any time by logging into your client portal.
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.
5.5 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.
5.6 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).
5.7 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
5.8 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.
6. Cancellation & Refunds
6.1 Your Right to Cancel
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.
6.2 Free Digital Products
As Free Digital Products are made available at no charge, no refund provisions apply.
6.3 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.
6.4 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.
7. Confidentiality
7.1 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.
7.2 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.
7.3 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.
8. 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.
9. Liability
9.1 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.
9.2 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.
9.3 What I Do Not Include
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
10. 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.
11. Website Use
11.1 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.
11.2 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.
11.3 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.
12. 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.
13. General
13.1 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.
13.2 Severability
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
13.3 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.
13.4 No Partnership or Agency
Nothing in these Terms creates a partnership, joint venture, agency, or employment relationship between us.
13.5 Governing Law & 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