Terms of Use

Introduction

These Terms of Use govern your use of the Mystic Thread website and the advisory services we provide. By accessing our website or engaging our services, you agree to be bound by these terms.

Please read these terms carefully before using our website or services. If you do not agree with any part of these terms, you should not use our website or engage our services.

About Us

The website mystic-thread.com is operated by Mystic Thread Benefits Advice Ltd, a company registered in England and Wales.

Company Registration Number: 12847365
Registered Office: 142 Victoria Street, Bristol, BS1 6DL, United Kingdom
Email: [email protected]

Use of This Website

You may use our website for lawful purposes only. You must not use our website:

• In any way that breaches applicable local, national, or international law or regulation
• In any way that is unlawful or fraudulent, or has any unlawful or fraudulent purpose or effect
• To transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material
• To knowingly transmit any data or material that contains viruses or other harmful computer code
• To attempt to gain unauthorised access to our website, servers, or databases
• To attack our website via a denial-of-service attack or distributed denial-of-service attack

Intellectual Property Rights

All content on this website, including but not limited to text, graphics, logos, images, and software, is the property of Mystic Thread Benefits Advice Ltd or our content suppliers and is protected by copyright, trademark, and other intellectual property laws.

You may view, download, and print pages from the website for your personal use, subject to the restrictions below:

• You must not modify the content in any way
• You must not use any content for commercial purposes without obtaining a licence from us
• You must not remove any copyright or other proprietary notices
• You must not reproduce, duplicate, copy, or re-sell any part of our website for commercial purposes

Website Availability and Content

We aim to keep our website available at all times, but we cannot guarantee uninterrupted access. We may suspend, withdraw, or restrict availability of all or any part of our website for business and operational reasons.

The content on our website is provided for general information only. While we make reasonable efforts to ensure information is accurate and up to date, we do not guarantee its completeness or accuracy. Benefits law changes frequently, and information that was correct when published may become outdated.

The content on this website should not be relied upon as a substitute for professional advice specific to your circumstances. For advice tailored to your situation, please contact us to arrange a consultation.

Service Engagement Terms

When you engage our advisory services, additional terms apply. These will be set out in a separate agreement that we provide before beginning work on your case.

Scope of Services

Our services are limited to benefits advice and representation as specifically agreed in writing. We provide guidance on benefits entitlement, assistance with applications, and representation in appeals. We do not provide legal advice on matters outside the benefits system.

Fees and Payment

Our service fees are set out on our Services page and will be confirmed in writing before we begin work. Unless otherwise agreed, we require 50% payment upfront with the balance due upon completion of the agreed work.

Fees are non-refundable once work has commenced, except in cases where we are unable to complete the agreed service due to our own fault.

Client Responsibilities

To provide effective advice and representation, we need your cooperation. You agree to:

• Provide accurate and complete information about your circumstances
• Respond promptly to requests for additional information or documentation
• Inform us immediately of any changes to your circumstances that may affect your case
• Attend appointments and assessments as required
• Follow our advice regarding deadlines and procedural requirements

If you fail to meet these responsibilities, we cannot be held liable for any adverse outcomes in your case.

Outcomes and Guarantees

While we will work diligently on your behalf, we cannot guarantee any specific outcome. Decisions about benefits entitlement are made by the Department for Work and Pensions or independent tribunals, not by us.

Our fees are for the provision of professional advice and representation services, not for achieving a particular result. Fees remain payable regardless of the outcome of your claim or appeal.

Cancellation and Termination

Your Right to Cancel

If you are a consumer, you have the right to cancel a service contract within 14 days of agreeing to it without giving a reason. However, if we begin work during this period at your request, you will be liable for payment proportionate to the work completed.

Termination by Either Party

Either you or we may terminate our service agreement at any time by giving written notice. If you terminate after work has commenced, you will be charged for work completed up to the date of termination.

We reserve the right to terminate our services if:

• You fail to provide information or documentation we need to progress your case
• You fail to pay agreed fees
• We discover you have provided false or misleading information
• Your behaviour towards our staff is abusive or threatening
• Continuing to act for you would breach our professional obligations

Limitation of Liability

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under UK law.

Subject to the above, we will not be liable for:

• Loss of income or benefits arising from delays in decision-making by government departments or tribunals
• Indirect or consequential losses that were not foreseeable to both you and us when you engaged our services
• Losses caused by your failure to provide accurate information or follow our advice
• Decisions made by the DWP or tribunals, which are entirely independent of us

Our total liability to you in respect of all losses arising from our services, whether in contract, tort, or otherwise, shall not exceed the amount of fees you have paid to us for those services.

Professional Indemnity Insurance

We maintain professional indemnity insurance appropriate to the nature and scale of our services. Details of our insurer can be provided upon request.

Confidentiality

We will treat all information you provide as confidential and will only share it with third parties as necessary to provide our services or as required by law. Details of how we handle your personal data are set out in our Privacy Policy.

You authorise us to contact relevant third parties (such as the DWP, medical professionals, or tribunal services) on your behalf as necessary to provide our services.

Complaints Procedure

We are committed to providing high-quality services. If you are unhappy with any aspect of our service, please let us know so we can try to resolve the issue.

How to Complain

Please submit complaints in writing to [email protected] or by post to our registered office. Your complaint should include:

• Your name and contact details
• Details of the service you received
• A clear description of what went wrong
• What you would like us to do to put things right

Our Response

We will acknowledge your complaint within 3 working days and provide a full response within 28 days. If we need longer to investigate, we will let you know.

If you remain dissatisfied with our response, you may be able to refer your complaint to relevant professional bodies or ombudsman services, depending on the nature of your complaint.

Third-Party Links

Our website may contain links to third-party websites for your convenience and information. We do not endorse or take responsibility for the content of these external sites. Accessing third-party links is at your own risk, and you should review their terms and privacy policies.

Changes to These Terms

We may revise these terms from time to time to reflect changes in our services, legal requirements, or business practices. When we make significant changes, we will update the "last updated" date at the top of this page.

Continued use of our website after changes have been posted constitutes acceptance of the revised terms. If you have an ongoing service agreement with us, changes to these terms will not affect that agreement unless we notify you specifically.

Governing Law and Jurisdiction

These terms are governed by the laws of England and Wales. Any disputes arising from these terms or your use of our website or services will be subject to the exclusive jurisdiction of the courts of England and Wales.

If you are a consumer resident in Scotland or Northern Ireland, you will benefit from any mandatory provisions of the law of your country of residence. Nothing in these terms affects your statutory rights as a consumer.

Severability

If any provision of these terms is found to be invalid or unenforceable by a court, the remaining provisions will continue in full force and effect. The invalid provision will be modified to the minimum extent necessary to make it valid and enforceable.

Entire Agreement

For website use, these terms constitute the entire agreement between you and Mystic Thread Benefits Advice Ltd. For service provision, these terms are supplemented by the specific service agreement we provide to clients.

No Waiver

Our failure to enforce any provision of these terms does not constitute a waiver of that provision or our right to enforce it in the future.

Contact Information

If you have questions about these Terms of Use, please contact us:

Email: [email protected]
Post: Mystic Thread Benefits Advice Ltd, 142 Victoria Street, Bristol, BS1 6DL, United Kingdom