Frequently asked questions

This is for UK-based traders who sell under their own name — sole traders, partnerships and limited companies — and need proper customer terms without disappearing into a three-week contract drafting hole. It covers goods, services, digital content and mixed offers, as long as your business is based in England or Wales and your customers are mainly in the UK. If you trade under a brand but file accounts at Companies House or on HMRC's radar, you're the right kind of buyer.

No. This is a solicitor-drafted template that the generator configures to your answers; it is not bespoke legal advice. You remain the trader and are responsible for checking the terms fit how you actually work before you hit publish. If you need tailored advice on a messy situation, that's a Bonsai Law conversation, not a button click.

Generic templates are usually written for another country, another decade or someone else's business model — and they rarely line up properly with UK consumer law or distance-selling rules. The generator uses a locked UK-law skeleton with 34 modules that switch on and off based on what you sell and who you sell to, then fills only nine deal-specific fields from your answers. You get a consistent document every time instead of a Frankenstein cut-and-paste job.

If you're taking money or bookings from UK customers online, you're running distance contracts and the law wants written information about price, delivery, cancellation rights and complaints, plus data-protection basics. CCR 2013 guidance and CRA 2015 both assume you have clear terms somewhere your customer can save. The generator gives you a structure so you're not relying on scattered email chains and vibes.

Yes. If you pick "both" at the party-basis step, the document includes clauses tailored to consumers where the law requires extra protection and a different approach to liability, and separate language that applies when your customer is another business. CRA 2015 applies only to consumers; your business-to-business sales sit under ordinary contract law, so the document makes that distinction clear.

Choose "mixed" for your supply type and the generator turns on the modules for goods, services and digital content at the same time. The terms will include delivery and risk-transfer language for your physical goods, performance and scheduling clauses for services, and specific rules for digital content rights and access. That way, you don't need three different sets of T&Cs for one normal modern business.

You must usually offer consumers a cancellation period for most distance and off-premises contracts, but the Consumer Contracts Regulations carve out made-to-order goods and certain leisure or time-specific services, and treat digital content with immediate access differently. CCRs 2013 let you shorten or remove that right in some scenarios if you follow the rules, get clear consent and explain the consequences up front. The generator asks how you sell, then switches the right cooling-off language on for the combinations that actually apply.

Schedule 1 to the Consumer Contracts Regulations sets out the mandatory wording you need when you supply digital content immediately and the consumer wants to start before the cancellation period ends. CCRs 2013 reg 37 says you must capture explicit consent and a clear acknowledgement that the right to cancel is lost. The generator auto-adds a Schedule 1 consent section when you flag any product as "digital with immediate supply", so you don't have to write that bit yourself.

Yes. You get both PDF and editable DOCX, so you can tweak language, add your logo or adjust minor wording. Just remember the generator has done the boring legal alignment work for you; if you start deleting whole chunks to "keep it short" you may delete the very protections the law expects you to have. If you make significant changes, regenerating and sense-checking again is usually safer than hacking it beyond recognition.

The deposit module lets you choose between three flavours: fully refundable, part-refundable or genuinely non-refundable deposits. Under consumer law, a deposit you intend to keep must be proportionate and linked to your actual loss, not a random penalty for changing their mind. CRA 2015 and CMA guidance both expect fairness. The generator asks how you treat deposits in real life, then aligns the wording with your answer so you're not promising refunds you never actually give.

You choose between several cap styles — typically linked to the fees paid, the contract value, your insurance cover or a fixed sum — and the generator plugs in the wording. Any cap has to pass the UK "reasonableness" test, especially in consumer contracts where unfair terms can be unenforceable under CRA 2015 and UCTA 1977 If you're tempted to write "we're never liable for anything ever", pick the more moderate option and sleep easier.

You answer a simple question about whether you usually retain IP, licence it or assign it on payment, and the generator inserts one of three variants to match. In many sectors you keep ownership of your underlying tools and frameworks, while the customer gets rights to use the deliverables they've paid for. That structure reflects how UK contracts usually separate "client materials", "trader materials" and "deliverables". Contract Studio IP explainer shows how this plays out for creatives; the generator applies the same logic to your terms.

No. The document cross-refers to your privacy notice, but it doesn't replace it or cover all your duties under UK GDPR and the Data Protection Act 2018. ICO guidance expects a separate, transparent privacy notice explaining how you handle personal data and electronic marketing under PECR. Use these T&Cs for your contractual relationship and keep your privacy notice as a standalone document.

Your £195 purchase includes a 12-month regenerate window, so you can rerun the wizard whenever your offer changes without buying anything again. If you pivot from selling handmade candles to subscription software, you'll need to answer the questions differently — the regenerate option exists precisely so you don't patchwork a document that no longer matches reality.

Smart Check is an optional £5 AI second-opinion diagnostic that runs over your generated T&Cs and flags wording that doesn't match the buyer / supply / sales channel combination you picked, or clauses that look inconsistent with the rest of the document. It's a separate purchase — not bundled — buy it on demand if you want an extra pass before you publish. Most people don't need it; it's there for traders who want belt-and-braces sense-checking on a complex or unusual setup.

The generator outputs English-language terms only. If you need bilingual documents or contracts in another language, you'll need bespoke drafting so the translated wording still matches the English-law structure and doesn't accidentally change the deal. Translation plus legal review sits firmly in "proper legal service" territory, so that's one for Bonsai Law or your own adviser.

No. If you're authorised by the FCA, dealing with medical treatment, running gambling operations or selling anything with its own specialist regulatory regime, you should not use this generator as your main customer terms. Regulators expect specific language and processes under their own rulebooks that go beyond general contract clauses. In those cases, bespoke, sector-specific advice is the responsible route.

The underlying structure is a closed, deterministic skeleton: 34 modules turn on or off based on the answers you give, and the AI only fills nine short leaves — things like your trading name, delivery window and complaints contact details. It doesn't freestyle entire clauses or invent new legal positions. That balance keeps the document consistent with the way UK consumer and commercial contracts are normally drafted while still saving you time on the fiddly bits.

Yes. The Trading Terms niche includes a redacted sample PDF so you can see the structure and level of detail before committing. It won't include your branding or specific business details, but it shows you how the modules fit together for a typical UK trader selling online. You can then decide whether to use the generator or stick with whatever you already have.

Returns and refunds are handled through dedicated modules for cancellation, defects and cooling-off rights where they apply; the wording reflects CRA 2015 expectations around faulty goods, not-as-described items and unfair terms. Chargebacks sit in the real-world bucket of "your payment provider reversing transactions", so the document gives you a framework for dealing with them without pretending you control your bank. You still need sensible internal processes behind the clauses.

The complaints and ADR module (including CEDR wording) sets out a ladder for raising issues, investigating them and, if you choose, referring unresolved consumer disputes to an approved ADR body. ADR Regulations 2015 require traders who use or are obliged to use ADR to tell consumers which body they work with and how to access it. The T&Cs give you clear steps but they are not legal advice or a defence strategy — they're the start of the process, not the end.

They're drafted for English law and UK regulators only. If you sell heavily into other jurisdictions or your company is based somewhere other than England or Wales, you will need to check how local law treats your contracts, cooling-off rights and mandatory information. For genuinely international operations, this generator is a starting point, not a complete solution.

You can share the generated T&Cs internally with people who help you implement them, but the licence is for one business only. This pack is licensed for use by a single business only. You can use and adapt the templates for your own company and future ventures you own, but you must not resell, redistribute, publish or share these templates or any adapted versions as your own products, or make them available for others to download.