1. Scope of Supply

RETaiL AI supplies audio and AI hardware, branded audio production, installation services, and subscription-based software and services including access to the RaiD10 dataCube platform.

• Goods and services may be supplied on a supply-only or supply-and-install basis, as specified in the relevant estimate or invoice.
• Any discounts offered will be clearly itemised.

2. Estimates, Orders and Contract Formation

Estimates are valid for 14 days unless otherwise stated.

• Acceptance of an estimate reserves pricing for up to 30 days, or such other period as agreed in writing. Acceptance of an est imate does not in itself create a binding contract.

A binding contract is formed only upon:

• Issue of an itemised invoice; and
• Receipt of payment (in full or as otherwise agreed).
• Customers should also refer to any additional terms stated on individual invoices or order documentation.

3. Installation & On-Site Works

Where installation services are included, these are provided subject to a standard installation allowance as detailed in the accepted estimate or invoice.

• If additional time or work is required beyond the standard allowance; You will be notified before any additional work is undertaken; No additional work will proceed without agreement; Additional charges will apply in accordance with prevailing labour rates.
• If an engineer attends site at an agreed time and installation cannot proceed due to lack of access, site readiness issues, or refusal of entry, the visit may be chargeable. Any subsequent visit will be treated as a new chargeable appointment.
• Installation dates are indicative only and typically scheduled within 4–8 weeks of payment, subject to availability.

4. Title to Goods and Risk

• All goods supplied shall remain the property of RETaiL AI Limited until payment in full has been received for all sums due.
• Title shall not pass to the customer until cleared funds have been received in full.
• RETaiL AI Limited reserves the right to recover, suspend, or disable equipment where payment remains outstanding, without prejudice to any other rights or remedies available at law.
• Risk in goods shall pass to the customer upon delivery or installation, whichever occurs first.

5. Subscriptions, Cancellations, Refunds and Funding

• Unless otherwise stated, subscription services are provided on a rolling basis with no minimum term.
• Subscriptions may be cancelled by stopping payment, in which case services will terminate at the end of the current billing period.
• No refunds are provided for part-used subscription periods.
• All bespoke hardware, software configuration, and audio production services are non-refundable once confirmed.
• Third-party finance may be available through Henry Howard Business Finance or Satellite Finance, subject to approval and lender terms.

6. Complaints Procedure

RETaiL AI Limited is committed to providing a high standard of service, if you wish to raise a complaint, please submit it in writing to: complaints@retail-ai.uk and include:

• Your company name, Contact details and a clear description of the issue.

Upon Receipt

• The complaint will be reviewed by a Director of RETaiL AI Limited;
• An investigation will be undertaken where appropriate;
• A written response will be issued outlining the outcome and any proposed resolution.

We aim to resolve complaints fairly, professionally, and within a reasonable timeframe.

7. Hardware Warranty (Return to Base)

All hardware supplied by RETaiL AI Limited is covered by a 24-month Return-to-Base (RTB) warranty, commencing from the date of delivery or installation (whichever occurs first). Under this warranty:

• Faulty hardware must be returned to RETaiL AI Limited for inspection and repair or replacement.
• Repair or replacement will be at RETaiL AI’s discretion.
• The customer is responsible for safe packaging and return of equipment unless otherwise agreed.
• Return shipping costs may apply.

This warranty applies only where equipment has been:

• Installed and used in accordance with supplied guidance;
• Used for its intended purpose;
• Not modified, tampered with, or subjected to misuse, neglect, accidental damage, power surges, or environmental damage.

The warranty does not cover:

• Fair wear and tear;
• Cosmetic damage;
• Damage caused by third parties;
• Software issues arising from customer-side configuration or external systems.

RETaiL AI reserves the right to refuse warranty service where equipment condition falls outside reasonable operational use.

8. Chargeable Works Policy – ISP Changes & Network Reconfiguration

ISP or broadband changes and any customer-initiated network alterations are excluded from standard service agreements unless agreed in writing; all such changes, including connectivity upgrades, equipment replacement, internal network modifications, or premises moves, are treated as chargeable network change projects.

9. Contact Details

For general enquiries or support, please contact via info@retail-ai.uk or 01698 45 1949