Subscription card, home delivery and voucher subscription

The terms and conditions set out below apply to the voucher, subscription card and home delivery subscriptions offered by Guardian News & Media Limited (“we” or “us”). Please read them carefully as they affect your rights and liabilities under the law. These terms will be subject to any rights you may have under consumer law to which we are bound and which cannot be waived by contract. Please note that voucher, subscription card and home delivery services are provided by us but Tortoise Media Limited is the owner and publisher of The Observer and has full independent editorial control of The Observer.By agreeing to pay for voucher, subscription card or home delivery, you agree to these terms and conditions and the Guardian Terms of Service. We recommend that you print a copy of these terms and conditions or save a copy on your computer for future reference. If you have any questions about your subscription, or need any help, please visit our Help Centre. 1. What do I receive with my subscription? We offer three types of newspaper subscriptions: home delivery, subscription card and paper vouchers. These subscriptions are all available in different packages (such as every day, weekend and six day). You will receive the print subscription type and package which you selected on our website during the sign-up process. This will also be confirmed in your confirmation email.You will also receive access to Guardian digital benefits (unless you have expressly opted out of receiving these). Details of the digital benefits included in your subscription package will be shown on our website during the sign-up process and in your confirmation email. We may change the benefits of your Guardian subscription from time to time as set out in section 12 (Changes to your Guardian subscription). You can start receiving your digital subscription benefits by signing in on our website and across applicable Guardian apps, using the details associated with your account, after your first payment has been taken. If you don’t have a password already, you’ll be asked to create one when you go to sign in. Further information can be found in your subscription confirmation email. If you think there is something wrong with your subscription, please visit our Help Centre for support articles and customer service details. 2. How do I sign up for a subscription? You can sign up to get a subscription online. In order to access Guardian digital benefits, you will need to download the relevant Guardian app(s) from the Apple and Google app store/s. As part of the process, you will need to register for a Guardian account and we will provide you with a Supporter ID by email. You will then need to sign in, using your Guardian account details or your Supporter ID, within the Guardian apps and on the website to access your subscription benefits. By submitting our online form, you are making an offer to sign up to a Guardian subscription. If we accept your offer, we will send you confirmation by email and it will then constitute a binding contract. Nothing else that we do or say will amount to any acceptance of that offer. We will not be responsible for any failure by you to receive such confirmation, which results from your failure to supply us with correct contact details. If you sign up online, you are able to correct errors on your online form up to the point at which you submit your form. After this point, we will assume that all information provided is correct, unless and until you make any changes to your personal information, and will process your form accordingly. You may be given the option to sign up for a free trial or another promotion. If you sign up for a free trial or other promotion, your subscription will automatically renew to a paid for monthly or annual subscription at the applicable price (depending on the payment frequency you chose) at the end of the trial or promotional period. In order to enjoy applicable Guardian apps, you will need to have the minimum latest device requirements (as described in the Guardian app descriptions on third party app stores from time to time) and be connected to the internet. From time to time, we may release updates to the Guardian apps and we recommend that you promptly download and install these updates to get the best experience from our Guardian apps. 3. Subscription card A Subscription card allows you to pick up a copy of The Guardian or The Observer (as applicable) in participating shops throughout the UK on the days of the week included in your subscription package. You can find participating retailers here. The subscription card is valid for the duration of your subscription. 4. Home delivery Home delivery means you will receive The Guardian or The Observer (as applicable) delivered to your chosen address, on the days of the week included in your subscription package. Home delivery is only available if you have a residential and/or work address that is within an area that is served by one of our delivery partners, as identified by our postcode checker. The day your first newspaper will be delivered will be shown on our website during the sign-up process. Delivery will take place as early as possible depending on geographic location. Most deliveries will be completed before 9:00am. Please note that if your newspapers are delivered to an internal mailroom, concierge service or similar within your building the time that you will receive your newspapers is beyond our control. Where delivery requires access to a property’s letterbox, we may be unable to deliver your newspaper. If you have not received your newspaper by 9:00am, you can contact our customer services team (see details in section ‎19 below) to claim for an additional day’s credit to be added onto the end of your existing subscription. Please inform us of any claim by 5:00pm on the day that the problem occurred in order to get this credit. 5. Vouchers Vouchers are redeemable against copies of The Guardian or The Observer (as applicable) in participating shops throughout the UK on the days of the week included in your subscription package. We will send you a new book of vouchers every 13 weeks for the duration of your subscription.Each voucher will have a different date printed on it and may only be redeemed against one copy of The Guardian or The Observer newspaper (as applicable) that is published on that date. Once the date on a voucher has passed, the voucher will no longer be valid. You must keep your vouchers safe as we do not accept liability for lost vouchers. Vouchers may not be used as currency or redeemed against any other products or services. Vouchers are not for resale.You must not redeem your vouchers in participating shops during a holiday period or after your subscription has ended or has been cancelled. If you do this, we reserve the right to charge you for the vouchers you used. 6. Availability Voucher, subscription card and home delivery subscriptions are only available to UK residents aged 18 and over. Additional availability criteria apply to home delivery and subscription card services as set out above. 7. Holiday allowance You may take up to five weeks’ holiday per year from your newspaper subscription card, delivery or voucher services and obtain a credit for the newspapers that you would have collected or received during that holiday period. We will apply your credit by making an adjustment to your next payment falling due after the holiday has been notified to us. Your holiday allowance is reset at the beginning of each subscription year (starting on each anniversary of your first subscription payment date). You may not carry over any holiday not taken in one subscription year into the next year. You can book your subscription holiday online using the ‘manage my account‘ service. You must book your subscription holiday at least two business days before you would like it to commence. If you have a query about obtaining your holiday, please contact our customer services team (see details in section 19 below). 8. Delivery: voucher or subscription card subscriptions If you have a voucher or subscription card subscription and would like to have your newspapers delivered to you then this is something you must arrange yourself directly with your newsagent. We cannot guarantee that your newsagent will offer delivery services. The newsagent may charge you for delivery. We are not responsible for your relationship with the newsagent, nor are we responsible for their delivery service including any disruptions or delays. 9. Advert-free reading on Guardian apps You need to sign in across all of your devices to enjoy ad-free reading on theguardian.com website and the Guardian apps. This means that all advertising which usually appears on theguardian.com website and the Guardian apps will be removed. This includes content from third party advertisers, adverts for the Guardian’s services, display advertising and ‘paid content/paid for by’ content. The advert-free reading experience only applies to content which we host, so you may still see or receive adverts on third party hosted content, such as videos and in our podcasts. You will still see ‘Supported by’ content. The term ‘Supported by’ is used to describe editorially independent content that the Guardian has produced with funding from third parties around the world who support specific projects. Further information about content funding on the Guardian can be found here. You may also see “Paid content/Paid for by” content in the Guardian Apps. “Paid content/paid for by” is used to describe advertisement features that are paid for and controlled by the advertiser rather than the Guardian. This content is produced by the advertiser and the advertiser is solely responsible for this content. There may be third party advertising in the Guardian Feast App from time to time. Each individual advertiser is solely responsible for the content of its advertising material. We accept no responsibility for third party advertising or “Paid content/Paid for by” content, including, without limitation, any error, omission or inaccuracy therein. 10. Your subscription is personal Your subscription is personal to you and non-transferable. From time to time we may offer gift subscriptions, which allow you to buy a subscription for someone else as a gift by nominating their name and delivery address. In that case, the subscription is personal to that person and non-transferable by you or them, but you remain bound by these terms and conditions as the contracting party. These terms and conditions shall apply to gift subscriptions in the same manner as direct subscriptions. Our acceptable use policy applies to all digital benefits. Our acceptable use policy is: where we suspect fraudulent activity or we believe that you are sharing your subscription account details unreasonably, excessively, or beyond the limits of your subscription package, we have the right to lock your subscription account (so you can’t share your details anymore) or cancel your subscription under section 16 (Cancellation and Refunds). 11. Subscription period and renewals You can take out your Guardian subscription on a monthly basis. We previously offered quarterly and annual subscriptions and if you signed up during this time your annual or quarterly subscription period still applies. Automatic Renewal: Unless you cancel or we end your subscription (please see section 16 (Cancellation and Refunds) for how to cancel your subscription), your subscription will automatically renew on these terms on a rolling monthly, quarterly or annual basis. If you do not cancel, we will automatically charge your chosen payment account the applicable price for the renewed subscription. 12. Changes to your Guardian subscription We reserve the right to change from time to time: the benefits that you receive as part of your subscription; the subscription price; and/or the Guardian apps (including their functionality); and/or the third-party platforms on which we make our apps available. We also reserve the right to withdraw the supply of your subscription and its benefits at any time. If we change: your subscription benefits, we will give you at least 30 days’ notice in advance. This change will take effect at the end of the notice period; and/or the price for your subscription, we will give you at least 30 days’ notice in advance of this change (or such other length of notice as is required by the Direct Debit guarantee from time to time). You will need to pay this new price to continue receiving the subscription and its benefits. Any change to the price will apply from your next billing cycle. If we change your subscription benefits and/or the price, we will give you advance notice so that you can choose whether or not to cancel your subscription. If you are unhappy with the changes, you will need to cancel your subscription, before the changes take effect. If you don’t do so, you will only be able to cancel your Guardian subscription in accordance with section 16 (Cancellation and Refunds). You will continue to receive your subscription and its benefits, until you cancel your subscription payments or your Direct Debit (as applicable). We can always change the Guardian apps from time to time to implement technical adjustments, updates and/or improvements, for example to address security threats or remedy bugs. These are changes that do not affect your use of the Guardian apps and so we will not give you prior notice and you are not able to cancel your Guardian subscription due to these changes. You might be asked to reinstall the relevant Guardian app, accept updates or log out and log back into your Guardian account. 13. Can I change to another subscription package? Yes. You can change to another Guardian subscription package by contacting our customer services team using the contact details in section 19. Changes will take effect at the end of your current billing period. Your new Guardian subscription package will renew automatically at the end of your billing period. 14. Privacy We use third parties to assist in the provision and fulfilment of any part of the subscription service on our behalf. We share your personal information provided by you to such third parties but only for the purposes of the provision and fulfilment of the subscription service to you. You can read our Privacy Policy for details regarding how we use your personal information. 15. Payment You agree to pay the subscription price for your Guardian subscription. The price of your subscription and payment options will be shown during the checkout process and in your confirmation email. Subscription prices may vary from time to time. You must provide us with complete and accurate payment information at the time you sign up and ensure that you keep your payment information up-to-date. We will not provide a refund if you cannot access your subscription benefits due to your payment details being incorrect.The date your first payment will be taken will be shown on the check-out before you submit your online form. If you sign up using a free trial, you will automatically be charged the applicable monthly or annual price, at the end of the free trial, unless you cancel. Your subscription payments will then be taken on a regular, rolling basis (i.e. monthly payments are billed each month and annual payments are billed once a year). You can see the dates on which your next subscription payment will be taken by going to “Manage My Account”. Your subscription will continue unless and until it is ended by either of us in accordance with section 16 (Cancellation and Refunds).From time to time, we may introduce free trials or other promotional offers for our subscriptions. These offers will be subject to their own terms, which will be published together with the relevant offer, and subject to availability. We reserve the right to offer and withdraw free trial and promotional offers at any time and in no way guarantee that an offer will be available at any particular time. Promotions or discounts may not be available to subscribers who hold an existing subscription with the Guardian. If you choose to take out a Guardian subscription as part of a free trial or promotion, you will need to comply with the offer terms. If you sign up for a free trial, you will not be charged at all during the free trial period. If you sign up as part of a promotional offer, you will be charged the reduced price during the offer period. At the end of the free trial or offer period, your subscription will automatically continue on a rolling monthly or annual basis and you will need to pay the applicable subscription price unless you cancel. By paying for your subscription, you shall have no rights to influence our editorial policy or output. 16. Refunds and cancellation (a) Your rights to cancel your subscriptionYou may cancel your subscription at any time before your next monthly, quarterly or annual payment date (as applicable). The cancellation will take effect at the end of your current billing period. You will not receive your subscription benefits after this time. You will also not receive any refund for cancelling your subscription. If you are not happy with any changes we make, under section 12 (Changes to your Guardian subscription), to: your subscription benefits; and/or the subscription price. you should cancel your subscription as soon as possible before the changes take effect. If you are not happy with any material changes we make to these terms and conditions under section 20 (Changes to these terms and conditions), you should cancel your subscription as soon as possible before the changes take effect. If you let us know that you would like to cancel, cancellation will take effect when the changes are introduced and you will receive any proportionate refund for any unused part of your subscription. You may also cancel your subscription immediately if we breach any of our material obligations under these terms and conditions. (b) How you can cancel your subscription If you wish to cancel your subscription, you can cancel by contacting our customer services team using the contact details in section 19 (Customer Services). You can also electronically fill in and submit the model cancellation form here. Cancellations should be made by you following the process described in this clause. If you use a third party (such as a subscription management company) to cancel or amend your subscription on your behalf we may not be able to process your request.(c) Our right to cancel your subscriptionWe may cancel your subscription immediately if you breach any of your material obligations under these terms and conditions, including if we do not receive a payment when due from you or if you breach our acceptable use rules in section 10. We will make reasonable efforts to contact you before your subscription is cancelled in this way. If we cancel your subscription for this reason, you will not receive a refund of any amounts paid. We may also cancel your subscription if we are unable to provide you with the subscription. We will make reasonable efforts to contact you before your Guardian subscription is cancelled in this way. We may stop providing you with your Guardian subscription at any time by providing you with at least 30 days’ prior notice. If we stop providing your subscription before the end of your current paid for period, we will give you a proportionate refund for the unused part of your subscription. Finally, we may immediately stop providing you with your Guardian subscription at any time if there are exceptional circumstances or circumstances beyond our reasonable control. (d) RefundsWe offer refunds in the circumstances described above in section 10(a) and 10(c). We also offer refunds if: (a) we are unable to fulfil your subscription through no fault of yours; (b) if there are exceptional circumstances or circumstances beyond our reasonable control. We will assess these circumstances on a case-by-case basis; or (c) you qualify for a ‘holiday’ refund. If you have a query about obtaining a refund, please contact our customer services team (details in section ‎19 below). 17. Suspension of your subscription We may need to suspend the supply of any of our Guardian apps or your Guardian subscription at any particular time: to deal with technical, legal, regulatory or security issues; due to circumstances beyond our reasonable control; if we reasonably suspect fraud; and/or if our third-party app store providers ask or require us to suspend the supply. We will try to let you know in advance if we are suspending supply but this may not always be possible, for example if we need to suspend urgently or due to an emergency. Where we suspend supply, we will work hard to try and minimise the period of unavailability. We will not be liable to you for any loss if we suspend the supply of any Guardian app and your Guardian subscription under this clause. Our third-party app store providers may also separately suspend any of our Guardian apps, and this will be beyond our control. We will not be liable to you for your loss of access if this happens. If your subscription includes access to any third-party app, that third party is entirely responsible for the delivery of their app to you. The Guardian has no control or responsibility for third party provided apps. We will not be liable to you for any unavailability of third party provided apps. 18. Our responsibility to you We are legally obliged to supply you with your Guardian subscription in a manner which conforms with these terms and conditions.If we are unable to perform our obligations due to circumstances beyond our control, section 17 will apply. We shall not be responsible for any failure to deliver your subscription if you have supplied us with any incorrect information, such as delivery address. We exclude our liability to you to the maximum extent permitted by law. In all other events, our total liability to you however arising in connection with your subscription will not exceed (i) four (4) times the quarterly amount you pay (ii) twelve (12) times the monthly amount you pay or (iii) the annual amount you pay (as applicable). We do not limit our liability to you where it is legally permissible for us to do so. Our exclusions of liability shall not apply to any damages arising from death or personal injury caused by our negligence or that of any of our employees or agents or any other liability which we cannot limit by law.You have statutory consumer rights that apply to your subscription which cannot be limited, excluded or modified. Nothing in these terms and conditions limits, excludes or modifies any such consumer rights. 19. Customer services If you have a query or complaint about your subscription, please contact us using any of the contact details listed on our Help Centre or on email at: customer.help@theguardian.com. If you have any comments about editorial matters regarding The Observer please note that Tortoise Media is the owner and publisher of The Observer, with full independent editorial control. You can get in touch via tortoisemedia.com/observer/complaints. 20. Changes to these terms and conditions We may update these terms and conditions from time to time by providing you with at least 30 days’ prior notice of any material changes. The changes will apply to your subscription at the end of the 30 days.If you do not wish to accept the new terms and conditions you should not continue with your subscription as this will indicate your agreement to the new terms and conditions. If you do not wish to accept the new terms and conditions, you should cancel your subscription within the 30 days’ notice period. 21. Corporate information Our subscription services are provided by Guardian News & Media Limited (company registration number 00908396). Registered office: Kings Place, 90 York Way, London, N1 9GU 22. General We intend to rely on the written terms set out in these terms and conditions. If a court invalidates some of these terms and conditions, or some of these terms and conditions become illegal or unlawful, the rest of these terms and conditions will continue to apply. We can transfer our rights and obligations under these terms and conditions to another person at any time and we will give you reasonable prior notice if we plan to do this. You cannot transfer these terms and conditions to anyone else.Nobody else has any rights under these terms and conditions – they are between you and us only. Even if we delay in enforcing these terms and conditions, we can still enforce them later. These terms and conditions are governed by English law and the parties agree to submit to the non-exclusive jurisdiction of the English courts.