Website terms and conditions
Please read the following terms and conditions closely before using the Nova exotics website. By accessing, browsing and using this site you acknowledge that you have read understood and agree to comply with these terms & conditions.
permission is granted to electronically copy and print in hard copy, portions of this site for the sole purpose of navigating through the site or using it as a personal resource. Any other use of materials on this site, including reproduction for purposes other then those noted above such as modification, distribution or republication, without the prier consent from Nova exotics is prohibited.
Nova exotics provides this site content "as is" and without warranties of any kind either expressed or implied to the fullest extant permissible pursuant to applicable law. Nova exotics does not warrant the functions contained in this site or that it's content will be uninterrupted, error free or that defects will be corrected or that this site or it's server are free of viruses or other harmful components. Nova exotics makes reasonable efforts to place accurate, current on this site. However, Nova exotics makes no warranties or representations as to it's accuracy and assumes no liability or responsibility for any errors or omissions in the site content.
Nova exotics may at any time amend these terms and conditions. Your continued use of this site is conditioned on the terms and conditions stated at the time of your use. You should visit this page prior to using this site to determine the current terms and conditions to which you are bound.
Links to other sites
This site may include links to other websites not opperated by Nova exotics as a convieniece to it's users. Nova exotics does not endorse any such website or the information, materiel, products or services contained on or accessible through these sites. Your access and use of such sites shall be solely at your own risk.
We regard the security of your personal information as a priority and implement a number of physical and electronic measures to protect it. Only the manager of Nova exotics has access to our customers personal information and only under strict controls and procedures.
Service terms and conditions
Nova exotics is the recognised trading name of the sole trading company managed by Mr Bradley Mckee and Miss Emma Bridges These terms and conditions form the agreement between Nova exotics and its customers, suppliers and other third parties
These terms and conditions form the agreement between Nova exotics and it's customers suppliers and other third parties.
Services: the provision of reptiles, amphibians and invertebrates at the Event.
Any obligation in this agreement on a person not to do something includes an obligation not to agree, allow, permit or acquiesce in that thing being done.
References to clauses and schedules are to the clauses and schedules of this agreement.
Provision of services
We shall provide the Services:
(a) On the terms and conditions of this agreement;
(b) at the Event Location; and
(c) on the Event Date; and
(d) for the Event Period
unless we notify you in writing otherwise.
We shall use reasonable endeavours to provide presentation, parties and events in accordance with current industry practice in all material respects
We shall use reasonable endeavours to:
(a) provide reptiles, amphibians and invertebrates of Your choice at the Event, but We reserve the right to withdraw or substitute animals if we deem this to be necessary.
(b) supply suitably qualified and trained personnel to the Event;
(c) ensure that any animal used at the Event is non-venomous, and docile unless otherwise stated in prior agreement
(d) ensure that no animal used at the Event shows or appears to show any signs of disease or illness or ill health;
(e) ensure that the animals do not bite or scratch or otherwise harm any persons within their vicinity although the possibility that this may happen cannot be completely ruled out;
(f) observe all health and safety rules and regulations and any other reasonable security requirements that might be appropriate for the Services.
(a) ensure that there is sufficient parking available for Our vehicle as close to the Event Location as possible;
(b) provide suitable hand washing facilities for Our use and for the use of any person that comes into contact with the animals;
(c) ensure that any person that comes into contact with any reptile, amphibian or invertebrate treats the animal with a suitable level of care and respect;
(d) ensure that no person that comes into contact with any animal behaves in a way that may frighten, startle, worry or concern the animal;
(e) ensure that any person that comes into contact with any animal washes their hands thoroughly following such contact;
(f) inform Us if any person that is likely to come into contact with any animal has any known allergies or phobias that might be aggravated by contact with a animals;
(g) advise Us of anything a reasonable person might consider to be relevant when providing Services at the Event;
You warrant and represent to Us:
(a) that You own and or that You have the legal right to occupy the Event Location;
(b) that Your right to occupy the Event Location will not be breached by Our provision of the Services;
(c) that there is nothing at the Event Location that may risk the health or general well being of any animal;
(d) that no domestic pets or other animals or livestock will come within close proximity of any exotic animal
If Our provision of the Services is prevented or delayed by Your act or omission, We shall not be liable for any costs, charges or losses sustained or incurred that arise directly or indirectly from such prevention or delay.
You must pay Us on demand, all reasonable costs, charges or losses sustained or incurred by Us (including any direct, indirect or consequential losses, loss of profit and loss of reputation, loss or damage to property and those arising from injury to or death of any person and loss of opportunity to deploy resources elsewhere) that arise directly or indirectly from Your fraud, negligence, failure to perform or delay in the performance of any of Your obligations under this agreement.
If You fail to provide Us with a suitable parking space and We incur a parking fine as a result, You must reimburse this to Us in full without deduction.
Illness and Well Being
If any animal shows signs of disease, infection, ill health or stress prior to the Event Date then;
(a) We will not use that creature at the Event; and
(b) We will use Our reasonable endeavours to find a suitable replacement
If during the Event Period any animal displays any symptoms of illness or disease or poor health then We will remove that animal from the Event and although We will try to find a replacement, We make no warranty or representation of Our ability to do so.
Charges and payment
We may at Our discretion refuse to accept cheques.
No persons under the age of 18 can pay for services by Nova exotics
We charge a deposit of 20% for booking which is non refundable
The remainder of the Fees must be paid to Us on or before the Event Date.
We will not discount the Fees in any circumstances, including but not limited to:
(a) Your cancellation of the Event;
(b) Your reduction of the Event Period;
(c) Our substitution of any Creature at the Event;
(d) Our removal of any Creature from the Event;
(e) Our failure to supply any specific Creature requested by You.
Without prejudice to any other right or remedy that We may have, if You fail to pay Us any amount owed to Us by the due date, We may:
(a) charge interest on such sum from the due date for payment at the annual rate of 4% above the base lending rate from time to time of Santander Bank Plc, accruing on a daily basis and being compounded quarterly until payment is made, whether before or after any judgment; and
(b) suspend all Services and refuse additional Reservations until payment has been made in full.
Bookings and Reservations
Our ability to provide Services is limited and You must therefore provide Us with Your Reservation as soon as possible to avoid disappointment.
You must pay Us the Deposit with your Reservation.
If We choose to accept Your reservation We will notify You either in E. mail or by telephone.
If You wish to cancel Your Reservation You must provide Us with notification a reasonable period prior to commencement of the Services being not less than 7 days.
Unless You provide Us with the notice required the full amount of the Charges will be due to Us.
If We have to cancel the provision of the Services:
(a) We will give You as much notice as possible; and
(b) We will endeavour to agree an alternative Event Date with You
If We are unable to agree an alternative Event Date with You then We will refund Your Deposit to You in full.
Limitation of liability YOUR ATTENTION IS PARTICULARLY DRAWN TO THIS CLAUSE
This clause sets out Our entire financial liability.
All warranties, conditions and other terms implied by statute or common law are, to the fullest extent permitted by law, excluded from this agreement.
Nothing in this agreement limits or excludes Our liability for:
(a) death or personal injury of a human being resulting from negligence; or
(b) any damage or liability incurred by You as a result of Our fraud or fraudulent misrepresentation; or
Subject to the above clause
(a) We shall not be liable for:
(i) loss of profits; or
(ii) loss of business; or
(iii) depletion of goodwill or similar losses; or
(iv) loss of anticipated savings; or
(v) loss of goods; or
(vi) loss of contract; or
(vii) loss of use; or
(viii) any special, indirect, consequential or pure economic loss, costs, damages, charges or expenses; and
(b) Our total liability in contract, tort (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise arising in connection with the performance or contemplated performance of this agreement shall be limited to the price paid for the Services.
A notice given to a party in connection with this agreement:
(a) shall be signed by or on behalf of the party giving it;
(b) shall be:
(i) delivered personally; or
(ii) sent by e-mail, pre-paid first-class post or recorded delivery.
Please contact us for Our address for service.
Your address for service is the address You have notified Us as being Your home address
If a notice has been properly sent or delivered in accordance with this clause, it will be deemed to have been received as follows:
(a) if delivered personally, at the time of delivery; or
(b) if sent by e-mail pre-paid first-class post or recorded delivery, at 9.00 am on the second day after posting
We shall not be in breach of this agreement, nor liable for any failure or delay in performance of any obligations under this agreement arising from or attributable to acts, events, omissions or accidents beyond Our reasonable control.
Prior to the Event Date You must provide Us with proof of your identification and current address. Such proof can include sight of your passport, driving licence, recent utility bill, or bank statement. We may take copies of these documents for Our records.
No variation of this agreement shall be valid unless it is in writing and signed by You and Us.
A waiver of any right or remedy under this agreement is only effective if given in writing.
Unless specifically provided otherwise, rights arising under this agreement are cumulative and do not exclude rights provided by law.
If any provision of this agreement (or part of any provision) is found by any court or other authority of competent jurisdiction to be invalid, illegal or unenforceable, that provision or part-provision shall, to the extent required, be deemed not to form part of the agreement, and the validity and enforceability of the other provisions of the agreement shall not be affected.
This agreement constitutes the whole agreement between You and Us and supersedes any previous arrangement, understanding or agreement relating to the subject matter of this agreement.
You must not assign any of Your rights or obligations under this agreement.
Nothing in this agreement is intended to, or shall operate to, create a partnership between You and Us, or to authorise either You or Us to act as agent for the other.
A person who is not a party to this agreement shall not have any rights under or in connection with it
This agreement and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims), shall be governed by, and construed in accordance with, the law of England and Wales.
The parties irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim that arises out of or in connection with this agreement or its subject matter or formation (including non-contractual disputes or claims).
Nova exotics respects the privacy of its members, volunteers, employees and those who attend our educational presentations, school visits, parties, fetes and other events. As a sole trading organization we rely on the generosity and support of our many members and hold great value in the trust that is placed with us by the sharing of personal information. We would like to clarify why we may ask for certain personal information such as name, address, phone number, email, etc.
This information allows us to:
Nova exotics does NOT use any form of website “cookie” when you access our website. We do collect, on a continuous and automatic basis, generic and non-personal information that allows us to track web page traffic patterns.
The information you provide to us is for the exclusive use of Nova exotics and will not be sold, lent or bartered to anyone without your prior consent. As a supporter of Nova exotics we may contact you to offer you opportunities to attend special events or send you information on offers that we feel may be of interest to you. You will always have the option of not providing certain personal information and/or not to receive communication from us.
Nova exotics views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.
Our policy is:
• To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
• To make sure everyone at [Organisation name] knows what to do if a complaint is received
• To make sure all complaints are investigated fairly and in a timely way
• To make sure that complaints are, wherever possible, resolved and that relationships are repaired
• To gather information which helps us to improve what we do
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Nova exotics.
Where Complaints Come From
Complaints may come from any person, charity, business or organisation who has received services from Nova exotics.
A complaint can be received verbally, by phone or by email.
This policy does not cover complaints from staff, which should use Nova exotics Discipline and Grievance policies.
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Overall responsibility for this policy and its implementation lies with Bradley McKee (Nova exotics manager)
This policy is reviewed regularly and updated as required.
Code of Good Governance for Smaller Organisations: Useful Resources Page 2 Complaints Procedure of Nova exotic.
Publicised Contact Details for Complaints:
Written complaints may be sent to Nova exotics by e-mail at firstname.lastname@example.org.
Verbal complaints may be made by phone to 07814235339
Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have.
Complaints received by telephone or in person need to be recorded.
The person who receives a phone or in person complaint should:
• Write down the facts of the complaint
• Take the complainant's name, address and telephone number
• Note down the relationship of the complainant to [Organisation name] (for example: client, member)
• Tell the complainant that we have a complaints procedure
• Tell the complainant what will happen next and how long it will take
• Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.
For further guidelines about handling verbal complaints, see Appendix 1
In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate. Whether or not the complaint has been resolved, the complaint information should be passed to Nova exotics manager within one week.
On receiving the complaint, the manager records it in the complaints log. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action.
If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond. Complaints should be acknowledged by the person handling the complaint within a week.
The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached. Ideally complainants should receive a definitive reply within [four weeks]. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
Code of Good Governance for Smaller Organisations: Useful Resources Page 3Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed further.
The acknowledgement should say who will deal with the case and when the complainant can expect a reply within one week.
The manager may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the case.
If the complaint relates to a specific person, they should be informed and given a further opportunity to respond.
The person who dealt with the original complaint at Stage One should be kept informed of what is happening.
Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint. The decision taken at this stage is final, unless the Board decides it is appropriate to seek external assistance with resolution. You may wish to name a particular avenue here such as a national body or other independent organisation
Variation of the Complaints Procedure
Nova exotics reserves the right to vary the procedure for good reason. This may be necessary to avoid
a conflict of interest, for example, a complaint about the manager should not also have the manager as the person leading a Stage Two review.
Monitoring and Learning from Complaints
Complaints are reviewed annually to identify any trends which may indicate a need to take further action.
Code of Good Governance for Smaller Organisations: Useful Resources Page 4Appendix 1 - Practical Guidance for Handling Verbal Complaints
• Remain calm and respectful throughout the conversation
• Listen - allow the person to talk about the complaint in their own words.
Sometimes a person just wants to "let off steam"
• Don't debate the facts in the first instance, especially if the person is angry
• Show an interest in what is being said
• Obtain details about the complaint before any personal details
• Ask for clarification wherever necessary
• Show that you have understood the complaint by reflecting back what you have noted down
• Acknowledge the person's feelings (even if you feel that they are being unreasonable) - you can do this without making a comment on the complaint itself or making any admission of fault on behalf of the organisation e.g. "I understand that this situation is frustrating for you"
• If you feel that an apology is deserved for something that was the responsibility of your organisation, then apologise
• Ask the person what they would like done to resolve the issue
• Be clear about what you can do, how long it will take and what it will involve.
• Don’t promise things you can’t deliver
• Give clear and valid reasons why requests cannot be met
• Make sure that the person understands what they have been told
• Wherever appropriate, inform the person about the available avenues of review or appeal