Opening statement
1 OVERVIEW & DEFINITIONS
1.1 The following terms ("Terms") apply to any use by the customer ("Customer") of the website www.my-council.uk ("Website"), which is owned and operated by GX Admin Ltd ("GX Admin", "We", Our", "Us") Company No. 12868707. Customers should carefully read and agree to these Terms prior to completing any order on our website.
1.2 By using this service the Customer accepts and agrees to be legally bound by these Terms and acknowledges that GX Admin, as the owner and operator of the Website has the right to amend or change these Terms at any time; at its sole discretion. Any changes made will take effect immediately; the date of said changes will be clearly marked within these Terms.
1.3 In certain circumstances we may offer additional services that coincide existing services. If so, you will be prompted to view such additional terms and conditions on our Website at the time of such purchase(s) and those terms and conditions will apply in addition to these Terms.
1.4 All materials on the Website and all intellectual property rights are owned and/or controlled by GX Admin and/or its licensors. All material on the Website is protected by copyright. Permission is granted only to electronically copy and/or print in hard copy portions of the Website for personal non-commercial purposes. Any other use of the materials on the Website (including but not limited to making such material available on any other website, online service, bulletin board or networked computer environment) is strictly prohibited without permission from GX Admin and/or its licensors.
2 OUR SERVICE
2.1 By placing an order with us and agreeing to these Terms you give us permission to use the personal details supplied by you the Customer, in order for us to provide the below stated service:
2.2 About our instruction printing service
When you request this service, we will design and prepare printed instructions classified as ("Printed Matter") and delivery them to the Customer's chosen recipient(s) on behalf of the Customer.
This Printed Matter consists of text based instructions in relation to the customer's intent to either move from one property to another or move out from an existing property. This printed matter provides a list of instructions to the recipient(s) to instruct them to update the information about said Customer on their system so that is it accurate and up to date.
In order to provide our services we will ask you the following details (including but not limited to): Customer name, property addresses, account or reference numbers (if applicable), a registered email address (for sending our invoice) and date of your move (to add to the printed instructions). We will only ever use the details given to provide the services listed in these terms and also in accordance with our Privacy Policy.
We will add your name and address details along with other relevant information such as "reference numbers" to the designed Printed Matter, this will then be sent to the Customer's chosen suppliers on the Customer's behalf.
2.3 Accuracy of information (supplied by the customer)
It is the Customer's responsibility to ensure that the information in regards to the name and address provided is correct, as this could result in issues with the recipient of the Printed Matter as we only provide the following services in relation to the printed matter:
Printing direct mail instructions and correction of data supplied by the Customer includes only:
a) Amendment in accordance with Royal Mail address format guidance.
b) Amendment to comply with the requirements of the Mail Preference Service.
2.4 Delivery of the Printer Matter
The following services are provided ancillary to the printed matter:
a) Delivery to the Customer's chosen supplier(s), where the delivery cost is included in the one off charge paid for the service.
b) Posting or arranging the posting of the custom instruction designs to a list of recipient(s), chosen by the Customer.
c) All Printer Matter in relation to our service, will be sent via 2nd class post.
2.5 Further clarification on the Printed Matter provided with this service
The Printed Matter we provide are not "stock" letters they are unique printed "instructions". Designed, drafted and prepared for each Customer depending on requirements and chosen recipient(s). These instructions inform the recipients of the information that needs to be updated in relation to the Customer, and also includes instructions for the addresses that need to be changed and dates of when this will need to occur. These Instructions are intended to be followed by the chosen recipient(s).
2.6 Service Fees
This service(s) listed above are provided as a single supply for an one off fee of £16.50, this fee includes all design, printing and delivery/postage costs.
2.7 Timeframes & Delays
Once we receive a request we aim to provide our service and post the related Printed Matter within 48 hours, however some instances outside of our control can cause undue delays, including (but not limited to):
a) Incorrect and/or missing information provided by the Customer
b) Technical issues (with our website and/or hosting providers)
c) Postal strikes
d) Bank holidays
If any of these occur that may cause further undue delays we will endeavour to contact the customer by email as soon as possible to request further information and or offer a refund if we are unable to provide the service as stated. See section 3 for more information on our refund policy.
2.8 Accuracy of information (that we hold for suppliers/recipients)
Our database includes many common utility suppliers and local council address details, we aim to keep this information as up to date as possible, however we cannot be held responsible for suppliers changing, address or trading names while we hold information. To counter this we carry out regular audits as and when we process orders to ensure that it is as up to date as possible.
3 REFUND POLICY
3.1 We are happy to offer a full refund of our service fee, in the following instances:
a) If a Customer has placed an order in error and wishes to cancel within 7 calendar days.
b) We are unable to provide the services due to incorrect or missing information provided by the Customer.
c) Issues with printed matter being lost in the post (which although rare is unfortunately outside of our control).
3.2 Claiming a refund
If a customer wishes to request a refund they can do so via our live chat service (Mon-Fri 9am-8pm or Sat 9:30am-2pm), or reply to our confirmation email, which was sent at the time of placing your order.
3.3 Refund Timeframes
If any of the conditions in 3.1 are met then a full refund of the fee paid will be returned to the original payment card within 5-7 working days, this includes weekends and bank holidays and is determined by our payment providers and banks, we have no control over this timeframe.
In some instances if a Customer requests a refund on the same day as the payment for the service was made, we may be able to void the payment. This means that it will not be taken from the Customer's account as the payment will be cancelled. However it may still show on the Customer's pending transactions list of their bank or card provider for 1-5 working days. Note: this pending transaction timeframe is controlled by the Customer's bank or card provider and we have no control over this for voided payments.
4 LIABILITY
4.1 We will endeavour to provide services to a reasonable standard in accordance with these terms, and will supply the Customer with confirmation of the order placed along with timescales and confirmation of orders via email to the Customer.
4.2 Once our service has been provided and we have sent the Printer Matter on your behalf, we are unable to accept any liability for the following:
a) Any actions taken by the intended recipients of the Printer Matter towards the Customer.
b) Any personal loss or damages as a result of the correspondence sent to the chosen recipients.
c) Any monetary loss as a result of the correspondence sent to the chosen recipients.
4.3 Our liabilty is limited to a full refund of our £16.50 service fee, in the event that a Customer is not happy with the service provided in accordance with our refund policy in section 3.
4.4 The Customer acknowledges that they are solely responsible for the accuracy of the personal and address information provided when using our service. As stated in 2.4 we will endevour to adjust or amend incorrect or incomplete information, however if this is not possible and we are unable to provide our service as a result, we may cancel and refund an order, as our discreation.
4.5 We reserve the right to refuse to provide our services to any company or individual at our own discreation.
5 DATA PROTECTION & PRIVACY POLICY
5.1 It is a requirement of the service that we hold a certain amount of personal information on our Customers in relation to the service we provide.
5.2 In accordance with the GDPR regulations please see our detailed Privacy Policy, which makes it more clear how we gather, store and process your data in relation to the services that we provide. We require that you read and agree to this policy prior to using our services on our website.
5.3 We regret that due to the services that we offer we are only able to provide our services or sell goods to adults aged 18 years and over who either are or have the authority to act on behalf of utility account holders or who have the authority to do so.
These terms & conditions were last updated 03/07/2025