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Terms and Conditions

1.0 Introduction

Welcome to itsmshop.co.uk. Anywhere the word “ITSM Shop Ltd”, “itsmshop.co.uk”, “We”, “Website”, “Site”, “Us” or “Our” is used in this document, it will be referring to the company and the Services provided through it.

1.1 About the company

This website is owned and managed by ITSM Shop Ltd. We are registered in the United Kingdom with the registration number 11158833.
Official email address: [email protected]
Business Address: 95 Duxford Rd, Whittlesford, Cambridge, CB22 4NJ
Business Telephone: +44 (0) 3333 445 286

1.2 Privacy Policy

We treat all customers’ information in accordance with our Privacy Policy. Please review our {Privacy Policy} for more details.

1.3 General

a) The following terms and conditions (“Terms”) are to be carefully read before using itsmshop.co.uk as they govern your use of the Website, and describe your rights and responsibilities referred to below, forming a legally binding agreement between “you” the user and itsmshop.co.uk regarding your use of itsmshop.co.uk and other services.
b) By browsing and/or visiting any area of itsmshop.co.uk, creating an account, making a purchase via our Site, joining our online interactive community, such as posting a review or creating a profile, or otherwise joining, viewing, visiting or contributing to itsmshop.co.uk user forums or interactive features (Collectively referred to as “itsmshop.co.uk Services”), you agree to have accepted the Terms.
c) Wherever “item” or “items” is used in this Terms, it collectively stands for all what we sell on Our Website, including Books (PDF and Hard Copy), Online Training courses and Software among others
d) If for any reason, you are unable or unwilling to agree to all or parts of these Terms, now or in the future, the best remedy is to immediately stop using or attempting to use itsmshop.co.uk.

2.0 Licenses And Restrictions

a) ITSM Shop Ltd grants you a limited, non-exclusive, revocable license to:
i. Access and make personal, non-commercial use (unless you have a business relationship with Us) of the contents of itsmshop.co.uk (“Content”).
ii. To create a hyperlink to itsmshop.co.uk so long as the link does not portray itsmshop.co.uk, our affiliates, or our respective item(s) or services in a false, misleading, derogatory, or otherwise offensive matter.
b) The above-mentioned licenses do not include any rights to:
i. Modify, download (other than page caching), reproduce, copy, or resell the itsmshop.co.uk, the Content or any portion or derivative thereof;
ii. Commercially use itsmshop.co.uk, the Content or any portion derivative thereof (unless you have a business relationship with Us);
iii. Copy or download any User’s account or profile information for the benefit of any third party;
iv. Enable high volume, automated, electronic processes that apply to our Site or its systems;
v. Use any robot, spider, data miner, scraper or other automated means to access our Website or its systems for any purpose;
vi. Interfere or attempt to interfere with the proper working of itsmshop.co.uk;
vii. Bypass any ITSM Shop Ltd measures used to prevent or restrict access to any portion of the itsmshop.co.uk;
viii. Frame or utilize framing techniques to enclose any trademark, logo, or other proprietary information (including images, text, page layout, or form) of itsmshop.co.uk;
ix. Use Our Site’s name, trademarks, services marks or logos in any meta tags or any other “hidden text” or compile, repackage, disseminate or otherwise use data extracted from Our Website.
c) The above-mentioned are expressly prohibited. The right to do any of them shall require ITSM Shop Ltd’s express written consent (which may include a written agreement signed by an authorized representative of itsmshop.co.uk). Any unauthorized use of itsmshop.co.uk, the Content or any portion or derivative thereof shall terminate any license or permission granted by itsmshop.co.uk.

3.0 Third-Party Content

a) Itsmshop.co.uk may contain third party contents. Please note that ITSM shop Ltd shall not be liable for any Content supplied by third parties and Users, except under our own imprint, ITSM Press. We have no editorial control over such content, and are not obligated to review the content, including User created contents.
b) Any opinions, advice, statements, services, offers, or other information that constitutes part of the contents expressed or made available by third parties, including any other User, are those of their respective Owners, and not of Itsmshop.co.uk or any of our service Providers, unless expressly stated otherwise.

4.0 Pricing, Fees, and Payment Terms
4.1 Pricing

The price of any items will be the price quoted on Our Site at the time we accept your order, and are exclusive of delivery charges

4.1.1 Change in pricing

a) Although every care is taken to ensure the quality of content on our Site, there may occasionally be an error and items may be priced wrongly. We reserve the right at any time to amend any pricing errors displayed due to human error, computer malfunction or other reasons without notice.
b) If there is need for a price change for a placed order, we will either (i) contact you to ask if you wish to cancel the order, or (2) simply cancel the order and notify you at our own discretion. We are not under any obligation to supply items at the incorrect price.
c) You may choose not to purchase any item where the price has been corrected.

4.2 Fees

a) The delivery charge is exclusive of any applicable importation charges, taxes and duties by customs in the country where the order is to be delivered. You are responsible for such taxes and duties as we have no control over these charges and cannot predict them.
b) We may occasionally provide special offers and promotions waiving delivery charges in certain circumstances. We reserve the right to vary, cancel or extend special offers and promotions regarding delivery charges. For more information about delivery charges and times see our Shipping Policy page.

4.3.1 Payment

a) ITSM Shop Ltd accepts:
i. Credit card and debit card payments;
ii. Purchase orders; and
iii. Other modes of payments.
b) For your order to be processed, you must provide us with valid payment information in connection with your orders. By so doing, you are agreeing that ITSM Shop Ltd is authorized:
i. To immediately invoice your account for all fees and charges due and payable to ITSM Shop Ltd hereunder;
ii. To share any payment information and instructions required to complete the payment transactions with our third-party payment service providers (e.g., credit card transaction processing, merchant settlement, and related services).

Note: For purchase orders, itsmshop.co.uk will invoice you on 30 day credit terms from the date of invoice.

4.3.2 When Payment(S) Cannot Be Charged

If payment cannot be charged to your payment card or your payment is returned for any reason, we reserve the right to either suspend or terminate your access to the unpaid-for services. You are advised to immediately notify ITSM Shop Ltd of any change in your payment information.


The risk of loss and title for all items purchased via the itsmshop.co.uk is passed to you upon the delivery of the item to the courier.


a) We have made every logical effort to ensure that the descriptions, colours and specifications of items displayed on itsmshop.co.uk are as accurate as possible.
b) The descriptions, colours and specifications are only approximate, and we reserve the right to make any changes which do not materially affect the quality or performance of those items
c) If you purchase an item from itsmshop.co.uk that is not as described on itsmshop.co.uk, your sole and exclusive remedy is to return such item in an unused condition for a refund of the purchase price.
7.0 Orders and Specifications


a) Any order you submit to itsmshop.co.uk constitutes an offer to purchase Items for sale on itsmshop.co.uk.
b) If you do not receive a message from Us confirming the receipt of your order, please contact our Customer Service department before re-entering your order. Note that the confirmation of receipt of your order does not constitute our acceptance of your order.
c) Itsmshop.co.uk is only deemed to have accepted your order once the item(s) you ordered have been shipped.
d) Where we accept your order, we have a legal duty to supply items that are in conformity with these Terms and Conditions. We therefore require that you review and consent to our Terms and Conditions before placing your order.

7.2 Order Confirmation

a) Once you click on the item you wish to purchase, you will need to follow the on-screen prompts. Here you have an opportunity to check and correct any input errors in your order up until the point at which you place your order by clicking the “Buy Now” button on the checkout page. You may print or save this page for your records.
b) You will receive an email notification containing the details of your order within 2 to 15 minutes from the time you place your order. If you do not receive this email from us, kindly contact our customer care line +44 (0) 3333 445 286 as this may mean your order has not been placed, hence will not be processed for delivery. With this e-mail the contract will be concluded.

7.3 Order processing and Invoice
7.3.1 Order processing

Before your order can be processed, itsmshop.co.uk will request some personal information from you during checkout. These may include name, shipping address, telephone number and financial information including credit card number and expiration date. This information is for billing purposes only and to fulfill your orders. If we have trouble processing your order, we will use this information to contact you.

7.3.2 Order Issues

Even though we strive to accept all valid orders, itsmshop.co.uk reserves the right to reject any order you place with us for any reason, including if we:
(i) Discover an error in pricing
(ii) Discover an error in other information about the item
(iii) Receive insufficient or erroneous billing or payment information
(iv) Suspect an order has been placed using stolen payment card information or otherwise appears to be connected to fraud; or if
(v) The ordered item(s) or service is unavailable due to discontinuance or otherwise; or
(vi) Connected with a previous payment dispute.

7.5 Order Cancellation, Refund and Return policy
7.5.1 Order Cancellation policy

a) You have the right to cancel your order without giving any reason at any time before your items are dispatched for delivery or within 14 days after delivery. The 14-day period begins on the day after you, or the person you have nominated, receive the items.
b) Where your order comprises multiple delivery shipments, the 14 day cancellation period for the items in your order begins on the day after you, or the person you have nominated, receive the delivery of the last shipment.
c) All orders are subject to availability and on a first-come first-served basis. itsmshop.co.uk reserves the right to cancel the contract between you and Us if:
(i) Any item is discontinued or otherwise becomes unavailable;
(ii) We do not deliver to your area;
(iii) One or more of the items you ordered was listed at an incorrect price.
If we do cancel your contract, we will notify you by e-mail and provide you a full refund for the amount paid for the item as soon as possible.
d) You can notify us of your decision to cancel through;
i. Email: [email protected]; or
ii. Phone: +44 (0) 3333 445 286.
e) If you are cancelling because of any problem with the items, please notify us of the problem at the time of cancellation. If you are dissatisfied with any of the items on our Website, please contact us for resolution before leaving any feedback on our Site or any other forum.

7.5.2 Returns

a) All returns must be sent directly back to ITSM Shop Ltd at your own cost (unless the item is delivered to you in error or the item is damaged or defective) without unnecessary delay and in any event within 14 days after the day of the cancellation.
b) The return cost(s) as well as resending the item is non-refundable;
c) While sending the item, ensure that it is wrapped securely. And for your protection, we suggest you consider using a trackable company.
d) Itsmshop.co.uk cannot assure you that we will get the returned items, and cannot accept any liability for goods loss in transit.
e) If you have any inquiries or require assistance resolving a query, please contact our support team at [email protected]

7.5.3 Refund Policy

a. ITSM Shop Ltd does not issue refunds once the order has been successfully dispatched and the item is in good condition. However, there may be exceptional cases where a refund may be appropriate. These may include if:
(i) Items are damaged, defective or not in its original condition for reasons due to manufacturer’s error;
(ii) Items are not delivered within 30 days from the date of purchase.
(iii) You are not satisfied with an item, for instance, if it is not what you ordered or we have delivered an incorrect quantity. You can request for a refund by emailing ITSM Shop Ltd at [email protected]
b. We will provide a full refund for any item that is not what you ordered, damaged, defective or not in its original condition for reasons due to publisher, producer or manufacturer’s error provided it is within a reasonable time following the sale; or at your option to repair or replace the item at our cost (plus the postage cost). If this is not possible, we will offer full refund for the goods in question.
c. We may withhold any refund until we have received the goods or you have supplied proof of return for the goods. We’ll notify you of your refund through e-mail within a reasonable time period.

7.5.4 When refund may not apply

There are situations where refunds may not be approved. These include:
a) Book (and other paper items) with noticeable signs of use;
b) Item that is damaged, missing parts or not in its original condition for reasons not due to publisher, producer or manufacturer’s error;
c) Software, DVD, CD with noticeable signs of use.

7.5.5 Refund payments

ITSM Shop Ltd will process all returns within 14 business days of receiving the item. Upon receipt and if your refund is approved;
a) We will refund you the price paid for the cancelled order (or part of the order cancelled), deducting any collection or return charges (if any)
b) We will also refund any standard delivery charges paid.
c) It will take about 14 days after the day:
(i) You notified us to cancel your order, where you have not received the item (and the item has not been dispatched to you);
(ii) We receive the item(s) you returned to us; or
(iii) You provide us with a proof of return for the item(s), where you have returned the item(s) but we have not yet received them.
d) We will refund you using the same means of payment as you used to pay for your order.

8.0 Children’s Privacy

Our online interactive community is not designed for use by Children. No children under the age of 13 are permitted to register or create user profiles. If at all they must participate in the interactive community, it should only be under the supervision of a parent or legal guardian. Several informational and commercial resources (such as software, educational books) are available to help parents keep their children safe online.

9.0 Age Of Users

a) All items on our Website are marketed for and directed towards purchase by adults or with the consent of adults. Individuals under the age of 18 (“Minors”) are not permitted to use itsmshop.co.uk without the supervision of a parent or legal guardian.
b) Itsmshop.co.uk does not knowingly collect or solicit personal information from children under the age of 13 or knowingly allow such persons to register for an online account or to post personal information on our websites. Should we learn that someone under the age of 13 has provided any personal information to or on any of the itsmshop.co.uk, we will remove that information as soon as possible.

10.0 Links from the website

Our Website may contain links to other sites and resources provided by third parties. These links are only provided for your convenience, and we have no control over the contents of those sites or resources, and accept no responsibility for them or for any loss or damage that may arise from your use of them. If you decide to access any third-party websites linked to our Website, you do so entirely at your own risk and subject to the terms and conditions of use for such third-party websites.

11.0 Termination Of Usage

a) Itsmshop.co.uk may issue a warning, temporarily suspend, indefinitely suspend or terminate any User’s right to use or access all or any part of the itsmshop.co.uk including any account thereon, without notice, for any reason in itsmshop.co.uk sole discretion, including without limitation violation of the Terms of Use, itsmshop.co.uk’s belief that such access would violate any applicable law or would be harmful to the interests of, or potentially cause financial loss or legal liability to, itsmshop.co.uk, any itsmshop.co.uk Provider or another User.
b) Itsmshop.co.uk, in its sole discretion, may provide written notice (a “Restriction Notice”) to a User (a “Restricted User”) to inform such Restricted User that:
i. their right to use or access any part of the itsmshop.co.uk Site has been terminated including the right to use, access or create any account thereon;
ii. itsmshop.co.uk refuses to provide any services to such Restricted User; and
iii. Any subsequent orders placed by a Restricted User will be subject to cancellation. Other conditions may apply and shall be set forth in the Restriction Notice.

12.0 Indemnity

You agree to indemnify and hold itsmshop.co.uk and our service provider harmless from any claim or demand, including reasonable attorneys’ fees, made by any third party due to or arising out of such use of the itsmshop.co.uk, the itsmshop.co.uk Services, breach of the Terms and Conditions or your violation of any law or the rights of a third party.

13.0 Password And Account Security

a) You are responsible for keeping your account password confidential and secured, and avoiding unauthorized access to your computer; and
b) You accept full responsibility for all activities that occur within your account with Us or within Our interactive community.

14.0 Disclaimer of Warranty

To the maximum level allowed by applicable law, neither ITSM Shop Ltd nor any of our service Providers make any representation, warranty or guarantee on the accuracy, completeness, or usefulness of any third party contents contained on our Site, unless otherwise expressly stated. The website is provided on “AS IS” without representation, warranty or covenant of any kind, including all implied warranties and conditions of merchantability, fitness for a particular purpose, title, compatibility, accuracy, security and non-infringement, and we will not be responsible for any loss incurred from the use of any service or information contained on our Site. You assume all risks associated with the use of Our Website.

15.0 Liability limitations

Under no circumstance shall ITSM Shop Ltd or any of our Providers be liable for any loss, damage or harm caused by your reliance on information obtained through itsmshop.co.uk. It is your responsibility to evaluate the accuracy, completeness or usefulness of the information, or Content available through our Site.

16.0 Notices

You consent to receive electronic communications from itsmshop.co.uk, whether addressed to the e-mail address associated with your itsmshop.co.uk account or posted on itsmshop.co.uk. You acknowledge and agree that any communication via e-mail or by postings on Our Site satisfies any legal requirement that such communications be made in writing.

17.0 Severability

The provisions of these Terms and Conditions of Use are intended to be severable. If for any reason any provision of these Terms shall be held invalid or unenforceable in whole or in part in any applicable jurisdiction, such provision shall, as to such jurisdiction, be ineffective to the extent of such invalidity or unenforceability without in any manner affecting the validity or enforceability thereof in any other jurisdiction or the remaining provisions hereof in any jurisdiction. The failure of itsmshop.co.uk to exercise or enforce any right or provision of these Terms shall not operate as a waiver of such right or provision.

18.0 Law and Jurisdiction

These terms and conditions and your use of our Website is governed by and construed in accordance with the English law. Any dispute for the purchase of items arising in connection with these terms and conditions shall be subject to the exclusive jurisdiction of the English court and you expressly waive any objection to personal jurisdiction, venue or forum non convenient.

19.0 Acknowledgment

These Terms, including all documents referenced herein, represents the entire understanding between “You” and itsmshop.co.uk regarding your relationship with itsmshop.co.uk and supersedes any prior statements or representations.

20.0. Modification

ITSM Shop Ltd reserves the right to make changes to these Terms at any time without prior notice or liability. Changes made are effective as soon as they are posted and any changes we make are binding on you. Therefore, it is suggested you regularly check this page for any recent updates.