Terms, Conditions & Company Policies

Ordering, Shipping & Delivery Policy

For all high-value orders we can only deliver to the registered card address as a security measure. If you choose an alternative delivery address we may contact you to confirm whether we can deliver there. Alternative addresses may be accepted at management’s discretion for established customers.

Phone payments are accepted, though you may be asked to pay via a secure payment link, PayPal or bank transfer (details on request). Ordering online is always the safest and most secure method for everyone.

We aim to dispatch orders placed before 12:00pm on a Next Working Day service, but this is not guaranteed — especially during busy periods or for 2-day delivery areas such as the Highlands and Islands.

• Standard carriage applies to all orders under the carriage-paid minimum, for standard mainland UK postcodes (excluding Highlands and Islands).
• Small accessory or parts orders under 1kg are sent by Royal Mail Tracked.
• Larger equipment and long items such as grooms and wands are charged at an oversized carriage rate.
• Free delivery on Alltec & StoneCare solution orders over £100 (ex VAT) applies to standard UK addresses only. You must select “Free Delivery” at checkout to qualify.
• Delivery charges for machines and bulk orders depend on weight, size and location — please call the sales team for a quote.
• Special timed deliveries can be arranged on request for an additional charge.
• Any items not in stock at the time of purchase will be sent as soon as available, with no additional carriage charged.
• All prices are subject to VAT.
• Highland postcodes may incur a premium delivery charge and are not eligible for free delivery promotions. These areas are set by the courier — if unsure, please ask before ordering. If you select the UK Mainland option in error you may be charged the full shipping cost. You are welcome to arrange your own courier if cheaper.
• Overseas and EU deliveries are charged at cost. You are responsible for your local taxes and import duty, payable directly to the shipping company before delivery. If duties are unpaid on entry and/or goods are returned to us for any reason, a 30% restocking fee will be deducted before any refund is made.
• Orders placed for collection must be collected within 7 days. Orders not collected after 14 days may incur storage fees of £10 per day plus VAT, and a 30% restocking fee will be deducted from any refund if the order is cancelled.

Returns & Refunds Policy

Under the Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days, beginning the day after you receive your goods. This right does not apply to certain items, such as made-to-order or personalised goods (see below).

You must tell us in writing — by letter or email — within 14 days of receiving your goods. You should take reasonable care of the goods and may inspect them, but not use them. Wherever possible, return goods in their original packaging as soon as possible after telling us you wish to cancel.

If you return goods to us, we are not responsible for any loss or damage in transit, so we recommend a recorded or secure delivery method. If goods are lost or damaged in transit we may charge you, or withhold a refund, for the amount attributable to that loss or damage. Items sent in error by us will have full carriage refunded; items ordered in error by you will not have carriage refunded. A restocking charge of 15%–30% applies to returned, unwanted orders.

Made-to-order and personalised goods

Additional terms apply to cancelling made-to-order machines, equipment and personalised goods. If you cancel before manufacture we are happy to oblige, but deposits are non-refundable; if you have paid in full, a 15% cancellation fee will be deducted to cover payment-processing fees and any costs already incurred. If manufacture has already begun, we are unable to offer a refund.

More information is available on the Government’s website: gov.uk — cancelling goods or services, in particular the section on businesses keeping an amount sufficient to cover actual costs directly resulting from cancellation.

Additional delivery charges — Saturday and AM delivery — are not refunded if you cancel or return your order. For returns from overseas or off-shore, any import duties or taxes due will be deducted from the original payment.

Where to send returns

Alltec Network Ltd, Butts Business Centre, Fowlmere, Royston, Hertfordshire, SG8 7SL.

Warranty Repairs & Parts

We offer a 12-month warranty on new portable machines and 3 months on parts. Any parts replaced that were not part of the original build are covered under their own warranty where applicable. Replacement vacuums and pumps carry a 3-month warranty.

• Machines must be returned to Alltec at your own cost for inspection.
• Parts can be sent by post or courier and are charged for at the time of ordering. Once we receive the faulty part back, it is inspected, and if approved as a warranty claim a full refund is made via the original payment method. Return postage is the customer’s responsibility and is not reimbursed.

All warranty returns must be received within 30 days of the claim or replacement being sent — items returned after this are not eligible. Warranty items are always inspected before credit is issued. Wear & tear or user fault invalidates the warranty — for example water or foam through a vacuum motor, frozen components, or cables pulled from plugs.

To return an item for a warranty claim, please call us on 01763 208222.

Workshop Servicing & Repair Bookings

Acceptance of your booking for repairs or servicing constitutes a binding contract between you (the Customer) and Alltec Network Ltd.

Cancelling

You may cancel up to 24 hours before the booking date without penalty, by emailing [email protected] or calling 01763 208222. If you fail to cancel in advance, or do not attend, a £65+VAT cancellation fee applies (or £65+VAT per day for longer bookings such as truckmount removals/refits), invoiced and due immediately.

Pre-cleaning

All equipment must be cleaned before arrival — in particular the waste tank — using a gentle cleaner/sanitiser such as Envirosafe. Truckmounts must be cleared of equipment to allow our engineers clear access. Please do not use bleach or harsh solutions; we cannot be held responsible for damage caused by inappropriate solutions. Any equipment found dirty, or truckmounts not emptied, will either be rejected with no work carried out, or charged for cleaning/clearing at £65 plus VAT per hour.

Quotations

Unless a quotation is specifically requested beforehand, service and repairs will be carried out and charged accordingly. Servicing starts from £179 plus VAT depending on pump type; additional work is charged at parts cost plus labour of £65 per hour plus VAT. Quotations are valid for 30 days and may change during repairs — major changes will be discussed before further work goes ahead.

Non-payment / non-collection

If equipment is left with us for repair and not collected, nor the invoice paid, and the invoice remains unpaid for 3 months, we reserve the right to claim a lien on your goods. If the outstanding amount is not paid in full within 28 days of that point, we may sell the goods and recover the debt from the proceeds. (A lien is the right of a person who has lawfully received another’s property to retain it while a debt owed by the owner remains unpaid.) Paid-for but uncollected equipment may be subject to storage fees after 3 months at £10 per day plus VAT.

Occasionally, due to unforeseen circumstances, bookings may be changed by Alltec Network Ltd; alternative dates will be offered.

All servicing and repairs are carried out at: Alltec Network, Butts Business Centre, Fowlmere, Royston, Herts, SG8 7SL. Any vehicles or equipment left on our premises are left at the owner’s risk. Alltec is not responsible for theft, damage or loss to vehicles or equipment left on the business park overnight or out of hours — please ensure your insurance covers this before leaving items with us.

Special Offers

Special offers are emailed out from time to time and must be used online unless stated otherwise. Late orders on time-sensitive offers cannot be accepted. All offers are limited to one use per customer and cannot be combined with other offers, codes or account discounts. Special-offer orders must be paid for at the time to qualify. Z-code products, already-discounted items (such as Case Rates) and Own Label items are excluded from all special-offer discounts unless otherwise stated. Free-delivery offers apply to UK mainland destinations only.

Machine Orders & Large Orders

Deposits are required for all machine orders, and may be required for any large or bespoke orders of cleaning solutions, parts or accessories. Deposits for machines or bespoke orders are non-refundable. Deposits for large orders may be refunded at management’s discretion, with a restocking fee of up to 30% chargeable. For all machine orders a lead time is quoted as a guide only; we always aim to meet it, but if completion is delayed for any reason, deposits remain non-refundable.

Training School Bookings

Our courses provide training for the cleaning trade. Full payment is required to secure your place. Places are limited, and external instructors are booked in advance.

Course arrangements

Training takes place at Alltec Network, Butts Business Centre, Fowlmere, Royston, Herts, SG8 7SL. Courses start at 9am and finish no later than 5pm.

Satnavs sometimes direct visitors to the wrong location. Please check our How to find us page before travelling.

Lunch and refreshments are provided. Please advise us of any dietary requirements when booking.

Cancellations and transfers:

Notice is measured in calendar days before the first day of the course.

Transfers require Alltec’s agreement and are subject to availability. The remaining balance will be credited towards the new booking, with any difference in course price payable or refunded.

Cancellation charges will not exceed the course fee paid and will be reduced where refilling your place or savings in course costs justify doing so.

Free or discounted bookings cannot be transferred.

To cancel or request a transfer, contact [email protected] or 01763 208222 as soon as possible.

Refundable booking deposits

Courses advertised with a refundable booking deposit follow the deposit conditions shown on their individual course page.

Changes or cancellations by Alltec

On occasion it may be necessary to cancel a course or change its date. In this event you may choose an available alternative date or receive a full refund of the affected course booking.

NCCA free-membership offer

Training must be paid in full to qualify, and the offer cannot be combined with any other offer or discount. You must take and pass the qualifying exam and submit your NCCA membership application within 30 days of the exam date to receive your first year’s free membership through Alltec. Other application criteria apply, please see the NCCA’s website for full details.

Your statutory rights are not affected by this policy.

Product Literature Published on Our Website

You do not need to register to obtain our downloadable literature. You may download any literature from our Extras page without registering, or by emailing [email protected] or calling 01763 208222 with your request. Manual requests will not opt you into any marketing emails, and we will not record your details — unless you request a hard copy, in which case we need your address to print a Royal Mail postage label.

If you would like to request information and opt in to our marketing programme, please state your specific consent. You can opt out again at any time by clicking unsubscribe in any email, or by contacting us by phone or email.

Rewards Club Terms & Conditions

• These terms govern your membership of the Rewards Club, use of your Rewards Club card, and the contract between Alltec Network Ltd (“us”/”we”) and you (“you”/”your”). Please read them carefully and keep a copy. Any questions? Call Customer Services on 01763 208222 or email [email protected].
• The Rewards Club is open to UK residents aged 16 or over. Only one membership per person/email address is permitted.
• Membership is personal to you. You may not share or transfer your points, though friends and family can apply for their own online shopping account.
• We may remove any account without notice if we have good reason to do so.
• Points validity and usage may change without notice.
• Points thresholds and/or voucher values may change at any time without notice (usually in a good way!).
• To start collecting points, register your online shopping account at www.alltec.co.uk.
• Points can only be collected or redeemed online.
• You collect points automatically at checkout, as long as you are logged in to your account.
• You can view your activity in the My Account section. Once you reach the allocated points level, you’ll receive a coupon by email for use online only.
• Your account stays active until you ask us to close it; any remaining points are then forfeited.
• Points are valid for 12 months from the date of issue and can only be used online when placing an order.
• Orders must be paid for when placed to qualify for points. For orders accepted via bank transfer, points are added once payment is confirmed.

Privacy Policy Notice

Privacy Policy Administrator: Kerry Thomas — for all enquiries please email [email protected].

We guarantee your privacy

Alltec Network Ltd is committed to protecting your privacy. We will not sell, trade or rent your personal information to other companies. We use the information we collect to process orders and provide a more personalised experience, and to inform you about events, company changes, competitions and special offers we think will benefit your business or interests. We only collect personal information when you specifically and knowingly provide it.

If you are under 18, you must have your parent or guardian’s permission to order.

Data security and protection

We secure any personal information we hold using secure data-storage technologies and precise procedures for storing, accessing and managing that information. Our methods meet GDPR compliance requirements.

The policy

This privacy policy is for this website, www.alltec.co.uk, served by Alltec Network Ltd, Butts Business Centre, Fowlmere, Royston, Herts, SG8 7SL, and governs the privacy of those who use it. Its purpose is to explain how we control, process, handle and protect your personal information while you browse or use this website, including your rights under current laws and regulations. If you do not agree with this policy, you may wish to stop using this website.

Key definitions:

• “I”, “our”, “us” or “we” refer to the business, Alltec Network Ltd.
• “You” or “the user” refer to the person(s) using this website.
• GDPR means the General Data Protection Regulation.
• PECR means the Privacy & Electronic Communications Regulations.
• ICO means the Information Commissioner’s Office.
• Cookies are small files stored on a user’s computer or device.

Processing of your personal data

Under the GDPR we control and/or process personal information about you electronically using the following lawful bases. We are registered with the ICO under the Data Protection Register; our registration number is ZA315312.

Lawful basis: Consent, Contract or Legitimate Interest.

The ways we process your information:

• When you order, we request your name, email address, mailing address, telephone number, card number and expiry date. This lets us process and fulfil your order and notify you of its status. We do not store payment data, but we retain your contact details.
• When you enter a competition or promotion, we may ask for your name, address and email so we can administer it and notify winners.
• We may use the information we collect to tell you about events, changes and special offers we think will benefit your business or interests.

Data retention period: we continue to process your information under this basis until you withdraw consent, or it is determined that your consent no longer exists.

Sharing your information: we do not share your information with third parties, but we may occasionally grant access rights to third parties in order to maintain our website.

Email Marketing Subscription

Under the GDPR we use the consent lawful basis for anyone subscribing to our newsletter or marketing list. We only collect certain data about you, as detailed above. Marketing messages are sent through an email marketing service provider (EMS) — a third-party provider of software that allows marketers to send campaigns to a list of users.

Marketing messages may contain tracking beacons, tracked links or similar technologies to record subscriber activity, such as times, dates, IP addresses, opens, clicks, forwards, and geographic and demographic data. Within their limitations, these show the activity each subscriber made for that campaign.

All marketing messages comply with the GDPR and PECR, and we provide an easy way to withdraw consent (unsubscribe). If you unsubscribe we will stop all marketing emails but will still hold your data on a contractual basis (for example in our sales software). You may ask us to remove all data held on file for you, but this includes deleting your sales information — invoice/delivery addresses, contact numbers and invoicing email addresses. To opt out of marketing but keep your sales information, email us stating your preferences. You can unsubscribe at any time by emailing [email protected] or calling 01763 208222.

Our CRM provider is EngageBay. We hold the following information about you in our system:

• Email address
• Name
• Contact details, if given
• IP address
• Subscription time & date
• Requested-information forms completed on our website
• Interest registered for one of our events or products

Cookie Consent

See our full Cookie Policy here: www.alltec.co.uk/cookie-policy.

General Terms & Conditions

These Terms of Use contain the complete terms and conditions that apply to your use of the Alltec Network Ltd website. In this agreement, “We”, “Us” or “Our” refers to Alltec Network Ltd, and “You” or “Your” refers to the user. “Site” means any Alltec Network website published online.

1. Acceptance of terms and conditions

Use of our Site constitutes your acceptance of these terms and conditions, and your waiver of any claims against Alltec Network Ltd, its parent company, subsidiaries, affiliates, contractors, agents, officers, directors or employees arising out of your use of our Site or any materials, information, opinions or recommendations on it.

2. Modification

We may modify any of these terms at any time and at our sole discretion by posting a change notice or new agreement on our Site. If any modification is unacceptable to you, your only recourse is to stop using our Site. Continued use following a change notice constitutes binding acceptance of the change.

3. Copyright

3.1 Use. All content on our Site — text, graphics, logos, button icons, images, audio clips and software — is our property or that of our content suppliers, and is protected by UK and international copyright laws. The compilation (the collection, arrangement and assembly) of all content on our Site is our property, protected by UK and international copyright laws. You may electronically copy and print portions of our Site for the limited purpose of placing an order or using it as a shopping resource. Any other use — including reproduction, modification, distribution, transmission, republication, display or performance — without our prior written permission is strictly prohibited.

3.2 Penalty. Unauthorised copying of content or software, or failure to comply with the above restrictions, may constitute copyright infringement and result in civil and/or criminal liability under UK law.

4. Disclaimer

We provide our Site on an “as is” and “as available” basis. We make no express or implied warranties regarding the operation of our Site or the information, content, software or materials on it (including, without limitation, warranties of fitness, merchantability, non-infringement, or any implied warranties arising from course of performance, dealing or trade usage). We make no representation that the Site will be uninterrupted or error-free, and we are not liable for the consequences of any interruption or errors. We take no responsibility for the content of any links provided through our Site, or for other sites that link to ours.

5. Confidential information

We do not accept or consider unsolicited material, product suggestions or creative ideas (“Materials”) submitted through our Site. If, despite this policy, you submit such Materials, we will deem them our property. We will not treat them as confidential and will not be liable for any use or disclosure. We will own the exclusive rights to the Materials and may use them for any purpose, commercial or otherwise, without compensation to the submitter.

6. Limitation of liability

We will not be liable for any indirect, special or consequential damages (or any loss of revenue, profits or data) arising in connection with the use of our Site, even if we have been advised of the possibility of such damages. Our aggregate liability under this agreement will not exceed the amount paid to us by you, if any, for accessing our Site.

7. Indemnification

You will defend and hold harmless Alltec Network Ltd, its parents, subsidiaries, affiliates, contractors, agents, officers, directors and employees against all claims, losses, damages, liabilities, costs and expenses (including reasonable legal fees and costs) arising out of a violation of these Terms of Use or your use of this Site, including any claim arising out of unauthorised links to our Site.

8. Miscellaneous

8.1 Non-waiver. If we fail to insist upon or enforce strict performance of any provision or right under these Terms of Use, that will not be construed as a waiver; the provision or right will remain in full force and effect.

8.2 Choice of law. These Terms of Use are governed by and construed in accordance with the laws of England and Wales. For any dispute relating to these Terms of Use or any information provided under them, you irrevocably consent to the exclusive jurisdiction of the courts of England and Wales.

8.3 Independent contractor. These Terms of Use do not create a partnership, joint venture or franchise relationship between the parties, nor impose any partnership or franchisor obligation or liability on either party.

8.4 Compliance with laws. You will comply, at your own expense, with all statutes, regulations, rules, ordinances and orders of any governmental body that apply to or result from your use of our Site.

8.5 Severability. If any provision of these Terms of Use is unlawful, void or unenforceable, that provision will be deemed severable and will not affect the validity and enforceability of the remaining provisions.