They said this… · Services & contracts

“The terms were on our website, so you automatically agreed to them”

Misleading without context

A term normally needs to be properly incorporated into the contract; merely existing somewhere on a website does not answer when or how it was brought to the consumer’s attention.

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Why this answer

What actually matters

  • Timing matters: terms supplied only after contract formation may not be incorporated.
  • Particularly onerous or unusual terms may require clearer notice.
  • Even incorporated consumer terms can still be subject to fairness and transparency rules.

What you could say

Keep the response tied to the actual rule.

Evidence

What to have beside you

  • Quote, order, specification or scope of work
  • Messages and call notes showing what was promised
  • Photos, reports or other evidence of defective performance
  • Terms relied on by the trader and when they were supplied

If they still refuse

Move the dispute forward.

  1. Define the contractual promise or statutory service standard that you say was not met.
  2. Ask for the remedy that follows from that problem rather than simply demanding compensation.
  3. Use formal complaint, ADR or court routes according to the sector and amount involved.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.ServicesRead the full guide.Proving an agreementRead the full guide.Breach of contractRead the full guide.