By sending an item of property to our loan partner, you agree to be bound by the following terms and conditions ("Service Agreement"):


1. Our partners lend fixed sums of money on a secured basis at a fixed interest rate over a fixed period of time. Any loan is subject to approving your application and you signing a formal credit agreement. The credit agreement contains other information that we are obliged to supply to you, including the duration of the loan, the applicable %APR, how to cancel the loan, how to repay the loan early, the total amount you have to repay, and any charges that may be payable under the credit agreement if you are in default.


2. We can also arrange for shipping the item of your own property that you wish to use as security for your loan ("Your Property"). You warrant and represent that you have good and marketable title to Your Property, free of all encumbrances of any kind, and you are not under the age of 18 years.


3. By choosing our partners' pre-paid shipping service, you are authorising us to act for you in appointing on your behalf a shipping agent to ship Your Property to and from our premises for the purposes of further appraisal by our valuers in accordance with the terms of this Service Agreement.


4. Our partners provide basic packaging for your items which comprises a padded envelope and Royal Mail Special Delivery tamper proof bag. It is your responsibility to ensure that your items are securely and appropriately packaged, including the use of additional and/or item specific packaging. Our partners cannot be held responsible for damage to items sent in inappropriate packaging.


5. Our nominee to act as your shipping agent for Your Property is Royal Mail. The Royal Mail Special Delivery Service provides insurance cover for loss or damage to Your Property in transit up to a market replacement value of £30,000 in conjunction with our insurers. If you think the market replacement value of your goods is more than £30,000, it is your sole responsibility to take out your own insurance. If you choose to despatch goods of a replacement value exceeding £30,000 via the pre-paid Royal Mail Special Delivery Service without arranging any additional insurance cover, you agree that you are doing this at your own risk, and that you will have no claim on us and/or the Royal Mail for any amount (subject to average) of the replacement value of any goods lost, damaged or devalued in any way in the course of the Royal Mail Special Delivery Service.


6. It is your responsibility to obtain and retain a receipt for shipping from the shipping agent. This receipt should include a unique tracking code. This receipt is required for any insurance claim. You must also ensure that you can produce photograph(s) of Your Property as well as at least one document per item which will prove ownership and the current replacement value of Your Property. Please note that it is your responsibility to keep safe all documentation relating to Your Property that would be useful in support of an insurance claim, including, but not limited to any purchase receipts, shipping receipts, certificates, valuations, insurance documents or photos. Please note the following clause [from the Royal Mail's insurance claim processes] : "Royal Mail needs to ensure that unwarranted claims are not made and as such it retains the right to request further information from the claimant and to refuse claims that it suspects are unwarranted".


7. Subject to the terms of Clause 4 above, you agree that we are not liable in any way if Royal Mail or our insurers refuses any insurance claims in relation to Your Property.


8. On receiving Your Property from you, we inspect the item(s), and compare Your Property to the original description supplied by you, in order to confirm that they match. We value Your Property in good faith, according to accepted industry standards and prevailing market rates, and on the assumption that the description provided by you is completely accurate. Should Your Property vary from the original description in a manner which affects the valuation, we may, in our absolute discretion, decline to make an offer or make an offer to you that is higher or lower than the initial indication given to you for any reason, including but not limited to any difference in the actual quality of Your Property compared with our understanding of your original description or changes in the market for such item(s). Any offer that we make to you is subject to us being able to formally identify you, and you signing a formal credit agreement.


9. Under Copyright and Counterfeit Goods legislation, we are obliged to destroy any replica branded watches we receive. As such, we are unable to return any replica branded watches received.


10. Under UK Hallmarking legislation, we are obliged to destroy any items carrying fraudulent UK Hallmarks, or items carrying UK Hallmarks that make up a part of pieces that are intended to deceive.


11. To determine the purity (carat) of gold items, we will first look at any UK hallmarking on pieces. For non-UK hallmarked items, or if there is any question of the veracity of markings or hallmarking, we may have to test pieces using either acid or an electronic test. You accept that the process of appraisal of your items may result in tarnishing, staining and/or scratches.


12. If you chose not to accept your offer or we are unable to loan against your items, we will despatch them back to you within 5 working days of receipt. You will receive email confirmation of despatch, including your unique tracking code, on the day of despatch.


13. Any shipment of a value beneath our minimum transaction value of £50 will be returned by Royal Mail’s Recorded Delivery, a signed for service. For this purpose, the value is as determined by our valuers.


14. Should any insurance claim arise out of any loss or damage suffered in shipping Your Property back to you, the replacement value(s) claimed will be according to our valuation of Your Property as described in Clause 9 below, whether you accept any loan offer or not.


15. You are responsible for any telecommunications charges, digital television subscription or other network charges for the time you spend calling us.


16. The laws of the United Kingdom (and English law in particular) are taken as the basis for the establishment of relations with you prior to the conclusion of the distance credit agreement, and govern the shipping terms and the credit agreement. We and you submit to the non-exclusive jurisdiction of the English courts, unless you live in Scotland, Northern Ireland, the Channel Islands or the Isle of Man, in which case you will be entitled to commence legal proceedings in your local courts.


17. This document, the shipping terms and any credit agreement are in the English language. We undertake to communicate with you in English during the duration of the loan application process and any loan you enter into. The information contained in this Pre-contract disclosure is only valid in respect of the proposed loan application and during the term of any ensuing loan.


18. If you want to make a complaint about the lending process, shipping or the loan you can email us, with brief details of your complaint and your account number. Our Customer Service staff will acknowledge your complaint by email within 1 business day. They will investigate and send you an initial response, having had access to an officer with the authority to settle the complaint (including, where appropriate, an offer of redress). Where appropriate, the member of staff investigating the complaint will not be any staff member who was directly involved in the subject matter of the complaint. This should take no longer than five business days, but most complaints may well be resolved by close of business on the business day after the complaint is received. If the complaint is not resolved by close of business on the business day after the complaint is received, we will send you a copy of this complaints handling procedure. If you are not satisfied by our response, you must contact the Customer Services Manager, who will respond by email within a further five business days. If you are not satisfied with the response from the Customer Services Manager, you can email us, enclosing the responses already given to you. Your email will then be referred to the Chief Executive Officer, who will respond by email within a final five business days. If within four weeks after receiving a complaint, we will send you either a final response or a response which explains why we are not in a position to resolve the complaint and indicates when we will make further contact. Complaints about the lending process or the loan that we cannot settle within 8 weeks after the date of complaint may ultimately be referred to the Financial Ombudsman Service. We will give you the details of that service if and when you are entitled to any such referral or otherwise at your request.


19. While we will provide you with information that we have to help you in any dispute or claim that you may have with your shipping agent, we cannot be held liable for any failure in the agent's performance of its obligations to you.


20. To make a general enquiry concerning consumer credit licensing matters, please telephone the Office of Fair Trading on 020 7211 8608 between 9am and 5pm Monday to Friday. To search the public register of consumer credit licences, please either telephone or visit the Office of Fair Trading between 9.30am and 4pm at: Office of Fair Trading, Consumer Credit Licensing Bureau, Craven House, 40 Uxbridge Road, Ealing, London W5 2BS.


21. If any part of this Service Agreement that is not fundamental is found to be illegal or unenforceable, such finding will not affect the validity or enforceability of the remainder of the Service Agreement.


22. By submitting a loan application you agree that we may monitor your activity for conversion purposes only.


23. You agree that all documents that we are entitled to send you electronically may be delivered to you at the latest email address you gave us, or in writing via any account that we set up for you.