Customer Terms and Conditions
Last reviewed: September 2020
This document sets out the standards of service you can expect from Rural Arts, including our trading subsidiary, Rural Arts Trading Limited.
Rural Arts is committed to providing all customers with a high standard of service in accordance with our Matrix accreditation, which ensures quality information, advice and guidance.
By customer, we include those attending events and projects for which no payment has been taken (e.g. participants, members and beneficiaries)
These Customer Terms and Conditions are reviewed annually.
We provide comprehensive and up-to-date information about our policies, products and services on our website. Print versions are available on request. We aim to use clear language and design principles to make our information as accessible as possible. If you have any requests for alternative formats, email firstname.lastname@example.org.
We will deliver our services and liaise with customers in a consistent and fair manner. We will treat our customers with respect and courtesy, giving due regard to our commitments to people with protected characteristics under the Equality Act (2010). We ask in return that you communicate with Rural Arts staff in a similar manner, and give as much information as possible to our team when requesting advice, information or submitting a complaints.
All staff are aware of their obligations under these Terms and Conditions and, where appropriate, receive relevant training to help them deliver these.
Contacting Rural Arts by telephone
In usual circumstances, we answer telephone calls Monday to Friday between 9am and 5.30pm. Calls received outside of these hours – or those which can’t be answered during office hours due to staff unavailability – will be transferred directly to our voicemail service. We will return your call with in 48 hours where possible.
Rural Arts staff will be helpful and courteous, aiming to provide you with all the information you require. Occasionally it may not be possible to answer or resolve your enquiry immediately, in which case we will agree a timeline for getting back to you.
Contacting Rural Arts by email
All Rural Arts staff are contactable via email. Email address can be found on the Meet the Team page of our website.
Rural Arts will endeavour to respond to all emails within 5 working days, and communicate in a helpful and courteous manner. The exception to this is emails that are exclusively regarding the sale of items, products, performances and services, some of which – at the discretion of the staff member – may not receive a response, in order to prioritise the charitable work of the organisation.
We are grateful for your patience if we are not able to respond to your email as quickly as you would like. Staff receive significant volumes of emails each day and many work part-time.
If it is not possible to give a full reply within the above timescale, we will let you know when we hope to get back to you.
We want our events, activities, services and information to be as accessible as possible.
A video tour of The Courthouse will be available to view from October 2020.
We have a Blue Badge parking space (booking required), and access to The Courthouse is step-free, and a lift to the first floor.
From October 2020 will have a Changing Place on our ground floor and in 2021 will install an induction loop into our Courtroom. A selection of the tables in our studio are height-adjustable and we have a low height sink.
We offer free essential companion tickets to events and activities, offer a quiet space during performances and live screenings and create large-print versions of our brochures.
We can provide information in alternative formats, such as large print and audio, on request. We accept job applications in alternative formats, such as video statements.
We’re committed to improving our support for disabled people and people with long term health conditions. We monitor this through our Single Equality Action Plan that is reviewed quarterly.
Cancellations and Refunds
Should the customer wish to cancel their booking to an activity:
- If you wish to cancel your booking at any time more than 3 weeks before the activity your fee will be refunded, minus a £5 administration charge
- Alternatively you can transfer the full fee to another activity, or keep the booking as credit for future use, without incurring a charge.
- If you wish to cancel your booking at any time less than 3 weeks before the activity, your fee cannot be refunded. Depending on availability, you may be able to transfer its value to another activity or keep it as credit against a future activity.
- Cancellations of bookings made using Gift Vouchers will not result in a cash refund. The same conditions regarding the timing of refund/exchange requests above apply to bookings made via Gift Voucher
- The only exception to the conditions of refund/exchange requests outlined above is those made within 14 days of the original booking, which can be transferred to another activity or refunded in full without penalty under the Credit Consumer Act
Should Rural Arts need to cancel an activity:
In the event that Rural Arts needs to cancel your activity, in the first instance we will endeavour to reschedule the aforementioned at a time and date that suits all attendees. If this is not possible, we will transfer the value of your payment to another activity/activities of your choice (subject to availability). If this is unsuitable, you can either keep the value of the booking as credit against any future activity, or request a refund.
Shop Refunds or Exchanges:
Exchanges are possible up to 14 days after your purchase. If you change your mind within 14 days, or are returning faulty goods, you can request a refund under the Consumer Credit Act. The only exception to this is earrings, which cannot be returned or exchanged due to hygiene reasons. If you are returning goods purchased with a gift voucher a cash refund cannot be made but the voucher can be transferred to something else.
No refund or reimbursement will be made to customers for events or activities that are cancelled by Rural Arts for which no payment had been made (e.g. for free outreach projects, bookings that had not yet been paid for etc.)
Feedback and Evaluation
We welcome and encourage you to share with us your feedback on our services, and will consult with customers and service users to develop, deliver and review our services. These actions will help us to improve, and to evaluate our services and secure future funding. Online surveys are sent to customers with email addresses after each activity, and hard copy evaluation forms can be requested. General feedback forms are available around The Courthouse, as well as a general comments box.
We understand that sometimes we get things wrong. If you’re not satisfied that we’re meeting the standards we set out in this document, or have other concerns or complaints, please inform the staff you’re liaising with who will try and resolve the issue.
If you need to progress your complaint further, you can email your complaint to email email@example.com for the attention of the Director, or write to The Director, Rural Arts, Westgate, Thirsk, North Yorkshire YO7 1QS.
The Director will:
- Acknowledge receipt of your complaint, usually within 5 working days,
- Advise you of the named contact who will be handling your complaint
- Complete the processing and review of your complaint, usually within 20 working days
- Where your complaint is upheld, apologise to you and, where possible, try to rectify the situation
- Where your complaint is not upheld, explain our reasons to you
We will remain impartial throughout the process and may request further information from yourself, other staff or members of the public who experienced the circumstance.
If you’re dissatisfied with our decision, you may appeal. The Director will review the complaint, or if the original complaint was reviewed by the Director, it will be referred to a member of the Board of Trustees for review. Where your complaint is upheld, apologise to you and, where possible, try to rectify the situation. Where your complaint is not upheld, explain our reasons to you.