MOSAIC MEDIATION
DIGITAL CONTENT - TERMS OF SALE
BACKGROUND: 
These Terms of Sale, together with any and all other documents referred to herein, set out 
the terms under which Paid Content, is sold by Us to consumers through this website, 
https://mosaicmediation.vipmembervault.com/ or this site www.mosaicmediation.co.uk (both 
sites come under the definition of “Our Site”). Please read these Terms of Sale carefully and 
ensure that you understand them before purchasing Paid Content. You will be required to 
read and accept these Terms of Sale when ordering the Paid Content. If you do not agree to 
comply with and be bound by these Terms of Sale, you will not be able to purchase and 
access Paid Content through Our Site. These Terms of Sale, as well as any and all Contracts 
are in the English language only.

1. Definitions and Interpretation 
1.1 In these Terms of Sale, unless the context otherwise requires, the following 
expressions have the following meanings:
“Contract” means a contract for the purchase of Paid Content, as 
explained in Clause 6;
“Paid Content” means the digital content sold by Us through Our Site;
“Payment
Confirmation”
means our acceptance and confirmation of your 
purchase of Paid Content;
“We/Us/Our” means Mosaic Mediation whose registered address is 
33 Holmdale Road, Gosport, PO12 4PJ.

2. Information About Us
2.1 Our Site, https://mosaicmediation.vipmembervault.com/ and 
www.mosaicmediaton.co.uk is operated by Mosaic Mediation, whose 
registered address is 33 Holmdale Road, Gosport, PO12 4PJ.
2.2 Emma Jenkings, Owner of Mosaic Mediation, is regulated by the Civil
Mediation Council.

3. Age Restrictions
Consumers may only access Paid Content through Our Site if they are at least 18 years 
of age.

4. Business Customers
These Terms of Sale do not apply to customers accessing Paid Content in the course 
of business. If you are a business customer, please consult our Business Terms of Sale.

5. Paid Content, Pricing and Availability
5.1 We make all reasonable efforts to ensure that all descriptions of Paid Content 
available from Us correspond to the actual Paid Content that you will receive.
5.2 Please refer to Clause 10 if the Paid Content is incorrect.
5.3 We may from time to time change Our prices. We will inform you of any 
change in price at least 14 calendar days before the change is due to take 
effect. If you do not agree to such a change, you may cancel the Contract as 
described in sub-Clause 12.1.
5.4 Minor changes may, from time to time, be made to certain Paid Content, for 
example, to reflect changes in relevant laws and regulatory requirements, or to 
address technical or security issues. These changes will not alter the main 
characteristics of the Paid Content and should not normally affect your use of 
that Paid Content. However, if any change is made that would affect your use 
of the Paid Content, suitable information will be provided to you.
5.5 In some cases, as described in the relevant content descriptions, We may also 
make more significant changes to the Paid Content. If We do so, We will 
inform you at least 7-10 calendar days before the changes are due to take 
effect. If you do not agree to the changes, you may cancel the Contract as 
described in sub-Clause 12.1.
5.6 Where any updates are made to Paid Content, that Paid Content will continue 
to match Our description of it as provided to you before you purchased the 
Paid Content. Please note that this does not prevent Us from enhancing the 
Paid Content, thereby going beyond the original description.
5.7 We make all reasonable efforts to ensure that all prices shown on Our Site are 
correct at the time of going online. Changes in price will not affect any order 
that you have already placed (please note sub-Clause 5.11 regarding VAT, 
however).
5.8 All prices are checked by Us before We accept your order. In the unlikely 
event that We have shown incorrect pricing information, We will contact you in 
writing to inform you of the mistake. If the correct price is lower than that 
shown when you made your order, we will simply charge you the lower 
amount and continue processing your order. If the correct price is higher, We 
will give you the option to purchase the Paid Content at the correct price or to 
cancel your order (or the affected part of it). We will not proceed with 
processing your order in this case until you respond. If We do not receive a 
response from you within 14 days, We will treat your order as cancelled and 
notify you of this in writing.

5.9 If We discover an error in the price or description of your Paid Content after 
your order is processed, We will inform you immediately and make all 
reasonable efforts to correct the error. You may, however, have the right to 
cancel the Contract if this happens. If We inform you of such an error and you 
do wish to cancel the Contract, please refer to sub-Clause 12.4.
5.10 If the price of a Paid Content that you have ordered changes between your 
order being placed and Us processing that order and taking payment, you will 
be charged the price shown on Our Site at the time of placing your order.

6. Orders – How Contracts Are Formed
6.1 Our Site will guide you through the process of purchasing the Paid Content. 
Before completing your purchase, you will be given the opportunity to review 
your order and amend it. Please ensure that you have checked your order 
carefully before submitting it.
6.2 If, during the order process, you provide Us with incorrect or incomplete 
information, please contact Us as soon as possible. If We are unable to 
process your order due to incorrect or incomplete information, We will contact 
you to ask to correct it. If you do not give us the accurate or complete 
information within a reasonable time of Our request, We will cancel your order 
and treat the Contract as being at an end. We will not be responsible for any 
delay in the availability of Paid Content that results from you providing 
incorrect or incomplete information.
6.3 No part of Our Site constitutes a contractual offer capable of acceptance. Your 
order to purchase the Paid Content constitutes a contractual offer that We 
may, at Our sole discretion, accept. Our acknowledgement of receipt of your 
order does not mean that we have accepted it. Our acceptance is indicated by 
Us sending you a Payment Confirmation by email. Only once We have sent 
you a Payment Confirmation will there be a legally binding Contract between 
Us and you.
6.4 Payment Confirmations shall contain the following information:
6.4.1 Your user ID which you use to access the Paid Content;
6.4.2 Confirmation of the Paid Content ordered including full details of the 
main characteristics of the Paid Content;
6.4.3 Fully itemised pricing for your Paid Content including, where 
appropriate, taxes, and other additional charges;
6.4.4 The duration of any Subscription (including the start date, and the 
expiry date, and/or the renewal date).
6.4.5 Confirmation of your acknowledgement that the Paid Content will be 
made available to you immediately and that you will lose your legal 
right to change your mind and cancel upon accessing the Paid Content 
as detailed below in sub-Clause 11.1;
6.5 In the unlikely event that We do not accept or cannot fulfil your order for any 
reason, We will explain why in writing. No payment will be taken under normal 
circumstances. If We have taken payment any such sums will be refunded to 
you as soon as possible and in any event within 14 calendar days.
6.6 Any refunds under this Clause 6 will be issued to you as soon as possible, and 
in any event within 14 calendar days of the day on which the event triggering 
the refund occurs.
6.7 Refunds under this Clause 6 will be made using the same payment method 
that you used when purchasing your Paid Content.

7. Payment
7.1 Payment for Paid Content must always be made in advance. Your chosen 
payment method will be charged when we process your order and send you a 
Confirmation of payment received.
7.2 We accept the following methods of payment on Our Site:
7.2.1 Visa;
7.2.2 American Express;
7.2.3 Mastercard;
7.2.4 Some other credit cards;
7.3 If you do not make any payment due to Us on time, We will suspend your 
access to the Paid Content. For more information, please refer to sub-Clause 
8.5. If you do not make payment within 14 calendar days of Our reminder, We 
may cancel the Contract. Any outstanding sums due to Us will remain due and 
payable.
7.4 If you believe that We have charged you an incorrect amount, please contact 
Us at enquiries@mosaicmediation.co.uk as soon as reasonably possible to let 
us know. You will not be charged for Paid Content while availability is 
suspended. 

8. Provision of Paid Content
8.1 Paid Content appropriate to your order will be available to you immediately 
when We send you a Payment Confirmation and will continue to be available 
for the duration of any Subscription (including any renewals), or until you end 
the Contract.
8.2 When you place an order for the Paid Content, you will be required to 
expressly acknowledge that you wish the Paid Content to be made available to 
you immediately. You will also be required to expressly acknowledge that by 
accessing (e.g. downloading or streaming) the Paid Content, you will lose your 
legal right to cancel if you change your mind (the “cooling-off period”). Please 
see sub-Clause 11.1 for more information.
8.3 In some limited circumstances, We may need to suspend the provision of Paid 
Content (in full or in part) for one or more of the following reasons:
8.3.1 To fix technical problems or to make necessary minor technical
changes;
8.3.2 To update the Paid Content to comply with relevant changes in the law 
or other regulatory requirements;
8.3.3 To make more significant changes to the Paid Content, as described 
above in sub-Clause 5.5.
8.4 If We need to suspend availability of the Paid Content for any of the reasons 
set out in sub-Clause 8.3, We will inform you in advance of the suspension and 
explain why it is necessary (unless We need to suspend availability for urgent 
or emergency reasons such as a dangerous problem with the Paid Content, in 
which case We will inform you as soon as reasonably possible after 
suspension). You will not be charged while availability is suspended and any
Subscription will be extended by a period equivalent to the length of the 
suspension. If the suspension lasts (or We tell you that it is going to last) for 
more than 14 calendar days, you may end the Contract as described below in 
sub-Clause 12.2.
8.5 We may suspend provision of the Paid Content if We do not receive payment 
on time from you. We will inform you of the non-payment on the due date, 
however if you do not make payment within 14 days of Our notice, We may 
suspend provision of the Paid Content until We have received all outstanding 
sums due from you. If We do suspend provision of the Paid Content, We will 
inform you of the suspension. You will not be charged for any Paid Content 
while provision is suspended.
8.6 Any refunds under this Clause 8 will be issued to you as soon as possible, and 
in any event within 14 calendar days of the day on which the event triggering
the refund occurs.
8.7 Refunds under this Clause 8 will be made using the same payment method 
that you used when purchasing the Paid Content.

9. Licence
9.1 When you purchase the Paid Content, We will grant you a limited, nonexclusive, non-transferable, non-sublicensable licence to access and use the 
relevant Paid Content for personal, non-commercial purposes. The licence 
granted to you does not give you any rights in Our Paid Content (including 
any material that We may licence from third parties).
9.2 The licence granted to you under sub-Clause 9.1 is subject to the following 
usage restrictions and/or permissions:
9.2.1 You may not copy, rent, sell, publish, republish, share, broadcast or 
otherwise transmit the Paid Content (or any part of it) or make it 
available to the public except as permitted under the Copyright 
Designs and Patents Act 1988 (Chapter 3 ‘Acts Permitted in relation to 
Copyright Works’).
9.2.2 You may not misrepresent the Paid Content (or any part of it) so that it 
misconstrues the true meaning or intention of the content. Nor may 
you portray to any person, organisation or business entity that any Paid 
Content (or any part of it) belongs to, or was in any way created by, 
you.

10. Problems with the Paid Content
10.1 By law, We must provide digital content that is of satisfactory quality, fit for 
purpose, and as described. If any Paid Content does not comply, please 
contact Us as soon as reasonably possible to inform Us of the problem. Your 
available remedies will be as follows:
10.1.1 If the Paid Content has faults, you will be entitled to a repair or a 
replacement.
10.1.2 If We cannot fix the problem, or if it has not been (or cannot be) fixed 
within a reasonable time and without significant inconvenience to you, 
you may be entitled to a full or partial refund.
10.1.3 If you can demonstrate that the fault has damaged your device or other 
digital content belonging to you because We have not used reasonable 
care and skill, you may be entitled to a repair or compensation. Please 
refer to sub-Clause 13.3 for more information.
10.2 Please note that We will not be liable under this Clause 10 if We informed you 
of the fault(s) or other problems with particular Paid Content before you 
accessed it and it is that same issue that has now caused the problem (for 
example, if the Paid Content in question is an alpha or beta version and We
have warned you that it may contain faults that could harm your device or 
other digital content); if you have purchased the Paid Content for an 
unsuitable purpose that is neither obvious nor made known to Us and the 
problem has resulted from your use of the Paid Content for that purpose; or if 
the problem is the result of misuse or intentional or careless damage.
10.3 If there is a problem with any Paid Content, please contact Us at 
enquiries@mosaicmediation.co.uk or visit the contact page on Our Site 
www.mosaicmediation.co.uk/contact to inform Emma Jenkings – the Owner of 
Mosaic Mediation - of the problem.
10.4 Refunds (whether full or partial, including reductions in price) under this 
Clause 10 will be issued within 14 calendar days of the day on which We agree 
that you are entitled to the refund.
10.5 Refunds under this Clause 10 will be made using the same payment method 
that you used when purchasing the Paid Content.
10.6 For further information on your rights as a consumer, please contact your local 
Citizens’ Advice Bureau or Trading Standards Office.

11. Cancelling Your Subscription or Contract
11.1 If you are a consumer in the European Union, by default you have a legal right 
to a “cooling-off” period within which you can cancel the Contract for any 
reason, including if you have changed your mind, and receive a refund. The 
period begins once We have sent you your Payment Confirmation (i.e. when 
the Contract between you and Us is formed) and ends when you access (e.g. 
download or stream) the Paid Content, or 14 calendar days after the date of 
Our Subscription Confirmation, whichever occurs first.
11.2 After the cooling-off period, you may cancel your Subscription at any time, 
however subject to sub-Clause 11.3 and Clause 12, We cannot offer any 
refunds and you will continue to have access to the Paid Content for the 
remainder of your current Subscription (up until the renewal or expiry date, as 
applicable), whereupon the Contract will end.
11.3 If you purchase the Paid Content by mistake (or allow your Subscription to 
renew by mistake), please inform Us as soon as possible and do not attempt to 
access any Paid Content. Provided you have not accessed any Paid Content 
since the start date (or renewal date, as appropriate) of the Subscription or 
Contract, We will be able to cancel the Subscription and issue a full refund. If 
you have accessed any Paid Content once the Subscription or Contract has 
started, We will not be able to offer any refund and you will continue to have 
access to the Paid Content for the remainder of the Subscription or Contract
(up until the renewal or expiry date, as applicable).
11.4 If you wish to exercise your right to cancel under this Clause 11, you may 
inform Us of your cancellation in any way you wish. Cancellation by email or 
by post is effective from the date on which you send Us your message. If you 
would prefer to contact Us directly to cancel, please use the following details:
11.4.1 Telephone: 02393 115 315;
11.4.2 Email: enquiries@mosaicmediation.co.uk ;
11.4.3 Post: Emma Jenkings, Mosaic Mediation, 33 Holmdale Road, Gosport, 
PO12 4PJ;
In each case, providing Us with your name, address, email address, 
telephone number, and User ID.
11.5 We may ask you why you have chosen to cancel and may use any answers you 
provide to improve Our content and services, however please note that you 
are under no obligation to provide any details if you do not wish to.
11.6 Refunds under this Clause 11 will be issued to you as soon as possible, and in 
any event within 14 calendar days of the day on which you inform Us that you 
wish to cancel.
11.7 Refunds under this Clause 11 will be made using the same payment method 
that you used when purchasing your Subscription or Paid Content.

12. Your Other Rights to End the Contract
12.1 You may end the Contract at any time if We have informed you of a 
forthcoming change to your Subscription or the Paid Content (as described in 
sub-Clauses 5.3 or 5.5), or to these Terms of Sale that you do not agree to. If 
the change is set to take effect or apply to you before the end of your current 
Subscription or Contract, We will issue you with a pro-rated refund equal to 
the remaining time left in that Subscription or Contract. If the change will not 
take effect or apply to you until the expiry of your current Subscription, the 
Contract will end at the end of that Subscription or Contract period and you 
will continue to have access to the Paid Content until that date.
12.2 If We have suspended availability of the Paid Content for more than 14 days, 
or We have informed you that We are going to suspend availability for more 
than 14 days, you may end the Contract immediately, as described in subClause 8.4. If you end the Contract for this reason, We will issue you with a full
refund if less than 25% of the Paid Content has been accessed.
12.3 If there is a risk that availability of the Paid Content will be significantly delayed 
because of events outside of Our control, you may end the Contract 
immediately. If you end the Contract for this reason and if less than 25% of 
the Paid Content has been accessed, We will issue you with a full refund.
12.4 If We inform you of an error in the price or description of your Subscription or 
the Paid Content and you wish to end the Contract as a result, you may end it 
immediately. If you end the Contract for this reason, We will issue you with a 
full refund.
12.5 You also have a legal right to end the Contract at any time if We are in breach 
of it. You may also be entitled to a full or partial refund and compensation. 
For more details of your legal rights, please refer to your local Citizens Advice 
Bureau or Trading Standards Office.
12.6 Refunds under this Clause 12 will be made within 14 calendar days of the date 
on which your cancellation becomes effective, using the same payment 
method that you used when purchasing the Paid Content.
12.7 If you wish to exercise your right to cancel under this Clause 12, you may do so 
in any way you wish. If you would prefer to contact Us directly to cancel, 
please use the following details:
12.7.1 Telephone: 02393 115 315;
12.7.2 Email: enquiries@mosaicmediation.co.uk ;
12.7.3 Post: Emma Jenkings, Mosaic Mediation, 33 Holmdale Road, Gosport 
PO12 4PJ; in each case, providing Us with your name, address, email address, telephone 
number, and User ID.
12.8 We may ask you why you have chosen to cancel and may use any answers you 
provide to improve Our content and services, however, please note that you 
are under no obligation to provide any details if you do not wish to.

13. Our Liability to Consumers
13.1 We will be responsible for any foreseeable loss or damage that you may suffer 
as a result of Our breach of these Terms of Sale (or the Contract) or as a result 
of Our negligence. Loss or damage is foreseeable if it is an obvious 
consequence of Our breach or negligence or if it is contemplated by you and 
Us when the Contract is created. We will not be responsible for any loss or 
damage that is not foreseeable.
13.2 Our Paid Content is intended for non-commercial use only. We make no 
warranty or representation that the Paid Content is fit for commercial, business 
or industrial use of any kind. We will not be liable to you for any loss of profit, 
loss of business, interruption to business, or for any loss of business 
opportunity.
13.3 If, as a result of Our failure to exercise reasonable care and skill, any digital 
content (including but not limited to Paid Content) from Our Site damages 
your device or other digital content belonging to you, We will either repair the 
damage or pay you appropriate compensation. Please note that We will not 
be liable under this provision if:
13.3.1 We have informed you of the problem and provided a free update 
designed to fix it, but you have not applied the update; or
13.3.2 The damage has been caused by your own failure to follow Our 
instructions; or
13.3.3 Your device does not meet any relevant minimum system requirements 
that We have made you aware of before you purchased the Paid 
Content.
13.4 Nothing in these Terms of Sale seeks to limit or exclude Our liability for death 
or personal injury caused by Our negligence (including that of Our employees, 
agents or sub-contractors); or for fraud or fraudulent misrepresentation.
13.5 Nothing in these Terms of Sale seeks to exclude or limit your legal rights as a 
consumer. For more details of your legal rights, please refer to your local 
Citizens Advice Bureau or Trading Standards Office.

14. Contacting Us
14.1 If you wish to contact Us with general questions, cancellations or complaints, 
you may contact Us by telephone at 02393 115 315, by email at 
enquiries@mosaicmediation.co.uk, or by post at Emma Jenkings, Mosaic
Mediation, 33 Holmdale Road, Gosport, PO12 4PJ.

15. Complaints and Feedback
15.1 We always welcome feedback from Our customers and, whilst We always use 
all reasonable endeavours to ensure that your experience as a customer of 
Ours is a positive one, We nevertheless want to hear from you if you have any 
cause for complaint.
15.2 All complaints are handled in accordance with Our complaints handling policy 
and procedure, available from www.mosaicmediation.co.uk/contact.
15.3 If you wish to complain about any aspect of your dealings with Us, please 
contact Us in one of the following ways:
15.3.1 By post, addressed to: Emma Jenkings – Owner of Mosaic Mediation, 
33 Holmdale Road, Gosport, PO12 4PJ;
15.3.2 By email, addressed to: Emma Jenkings at 
emma.jenkings@mosaicmediation.co.uk;

16. How We Use Your Personal Information (Data Protection)
16.1 All personal information that We may use will be collected, processed, and 
held in accordance with the provisions of EU Regulation 2016/679 General 
Data Protection Regulation (“GDPR”) and your rights under the GDPR.
16.2 For complete details of Our collection, processing, storage, and retention of 
personal data including, but not limited to, the purpose(s) for which personal 
data is used, the legal basis or bases for using it, details of your rights and how 
to exercise them, and personal data sharing (where applicable), please refer to 
Our Privacy Policy.

17. Other Important Terms
17.1 We may transfer (assign) Our obligations and rights under these Terms of Sale 
(and under the Contract, as applicable) to a third party (this may happen, for 
example, if We sell Our business). If this occurs, you will be informed by Us in 
writing. Your rights under these Terms of Sale (and the Contract) will not be 
affected and Our obligations under these Terms of Sale (and the Contract) will 
be transferred to the third party who will remain bound by them.
17.2 The Contract is between you and Us. It is not intended to benefit any other 
person or third party in any way and no such person or party will be entitled to 
enforce any provision of these Terms of Sale.
17.3 If any of the provisions of these Terms of Sale are found to be unlawful, invalid 
or otherwise unenforceable by any court or other authority, that/those 
provision(s) shall be deemed severed from the remainder of these Terms of 
Sale. The remainder of these Terms of Sale shall be valid and enforceable.
17.4 No failure or delay by Us in exercising any of Our rights under these Terms of 
Sale means that We have waived that right, and no waiver by Us of a breach of 
any provision of these Terms of Sale means that We will waive any subsequent 
breach of the same or any other provision.
17.5 We may revise these Terms of Sale from time to time in response to changes 
in relevant laws and other regulatory requirements. If We change these Terms 
of Sale as they relate to the Paid Content, We will give you reasonable advance 
notice of the changes and provide details of how to cancel if you are not 
happy with them (also see sub-Clause 12.1 above).

18. Law and Jurisdiction
18.1 These Terms and Conditions, and the relationship between you and Us 
(whether contractual or otherwise) shall be governed by, and construed in 
accordance with the law of England & Wales.
18.2 If you are a consumer, you will benefit from any mandatory provisions of the 
law in your country of residence. Nothing in Sub-Clause 18.1 above takes away 
or reduces your rights as a consumer to rely on those provisions.
18.3 If you are a consumer, any dispute, controversy, proceedings or claim between 
you and Us relating to these Terms and Conditions, or the relationship 
between you and Us (whether contractual or otherwise) shall be subject to the 
jurisdiction of the courts of England, Wales, Scotland, or Northern Ireland, as 
determined by your residency. 
18.4 If you are a business, any disputes concerning these Terms and Conditions, the 
relationship between you and Us, or any matters arising therefrom or 
associated therewith (whether contractual or otherwise) shall be subject to the 
non-exclusive jurisdiction of the courts of England & Wales.