Terms of service

Touchable Ltd — Terms and Conditions of Sale

Last updated: 03/11/26

1. About us 1.1 touchable.world is operated by Touchable Ltd, a company registered in England and Wales under company number 17113726, registered office Summer Wine, Batchworth Canal Centre, 99 Church Street, Rickmansworth, WD3 1JJ ("we", "us"). We are not currently registered for VAT. 1.2 Contact us by phone on +44 330 043 0684 (Mon–Fri, 9am–5pm UK time), by email at its@touchable.world, or by post at the address above. 1.3 We are happy to provide these terms in large print, braille, audio or another format on request.

2. These terms 2.1 These terms apply to every order you place on our website, by phone or at our events. Please read them before ordering. If you do not understand anything, call us and we will explain. 2.2 If you are a consumer, nothing in these terms affects your legal rights, including under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. 2.3 Separate terms apply to our AI subscription service and to home trials. Those terms are linked from our website footer.

3. Our products 3.1 The LiteTouch and LiteTouch Connect are Class I medical devices, UKCA marked, manufactured by Touchable Ltd. They are mobility aids that give tactile information about distance and surroundings. 3.2 They are designed to be used alongside, not instead of, a long cane, guide dog or other primary mobility aid and your own orientation and mobility skills. Read the safety information supplied with the product before use. 3.3 Each product is made for left-hand or right-hand use. Please check you have chosen the correct hand before ordering; if you are unsure, call us. 3.4 Images on our website are for illustration. Colours and finish may vary slightly. 3.5 Camera-based audio description features (scene description, object identification and text recognition) need an active AI subscription. The standard LiteTouch also needs a compatible smartphone and our app for these features; the LiteTouch Connect does not.

4. Your order and our contract 4.1 Your order is an offer to buy. The contract is formed when we email to confirm we have dispatched your product (the "Dispatch Confirmation"). An order acknowledgement email is not acceptance. 4.2 We may decline an order, for example if the product is out of stock, the price was obviously wrong, or we cannot deliver to your address. If we do, we will tell you and refund any payment in full. 4.3 We sell only to customers aged 18 or over. A carer, family member or professional may order on behalf of the user.

5. Price and payment 5.1 Prices are in pounds sterling. We are not currently VAT registered, so no VAT is charged. The price shown when you order is the price you pay. 5.2 We will show delivery charges before you pay. UK delivery is currently free. 5.3 We accept the payment methods shown at checkout. If you choose PayPal Pay in 3 or any other credit, that credit agreement is between you and the credit provider. 5.4 If we find a price error after you order, we will contact you. You may confirm the order at the correct price or cancel for a full refund.

6. VAT 6.1 We are not currently registered for VAT, so our prices include no VAT and there is nothing to reclaim. 6.2 If we register for VAT, we will update these terms and offer VAT relief to eligible disabled customers. Orders already placed will not change price.

7. Delivery 7.1 We currently deliver to addresses in Great Britain only (England, Scotland and Wales). 7.2 We aim to dispatch within 3 working days and will deliver within 30 days of the contract unless we agree otherwise. 7.3 We deliver by Royal Mail. Where you are blind or partially sighted, we send your order free of charge using Royal Mail's Articles for the Blind service (First Class, untracked). We keep proof of postage. If your order has not arrived within 7 working days, tell us and we will investigate and, if it is lost, send a replacement or refund you. 7.4 Risk passes to you when the product is delivered to you or someone you nominate. You own it once we have received full payment. 7.5 If delivery is delayed by events outside our control, we will tell you as soon as possible. If the delay is likely to be substantial, you may cancel for a full refund.

8. Your right to cancel (14-day cooling-off period) 8.1 If you are a consumer buying online, by phone or away from our premises, you may cancel your contract for any reason within 14 days of the day you (or someone you nominate) receive the product. 8.2 To cancel, tell us clearly by phone, email or post. You may use the model cancellation form below, but you do not have to. 8.3 Return the product within 14 days of telling us you are cancelling. We will arrange free collection or send you a prepaid label for UK returns. 8.4 We will refund the price and the standard delivery cost within 14 days of receiving the product back (or evidence that you have sent it). We use the original payment method. 8.5 You may handle the product as you would in a shop to decide whether to keep it. If you have used it beyond that and its value is reduced, we may reduce your refund to reflect the loss in value. 8.6 Cancelling the product does not automatically cancel an AI subscription; see the AI Subscription Terms (it can be cancelled in the same message).

Model cancellation form To: Touchable Ltd, [address], its@touchable.world I hereby give notice that I cancel my contract for the sale of the following goods: [product], ordered on [date] / received on [date]. Name: … Address: … Date: … Signature (if on paper): …

9. If something is wrong with your product 9.1 We must supply products that are of satisfactory quality, fit for purpose and as described. If they are not, you have legal rights:

  • Up to 30 days after delivery: you can reject the product for a full refund.
  • Up to 6 months: if it cannot be repaired or replaced, or the repair fails, you are entitled to a full refund in most cases.
  • Up to 6 years (5 in Scotland): if it cannot be repaired or replaced, you are entitled to a partial refund. 9.2 This is a summary of your key rights. For more detail visit Citizens Advice (citizensadvice.org.uk) or call 0808 223 1133. 9.3 Contact us and we will arrange collection at our cost. We also give you the guarantee in our Returns & Warranty Policy, which is in addition to these rights.

10. Using the product safely 10.1 Follow the user guide and safety information. Do not use the product as your only means of detecting hazards such as kerbs, steps, drops, glass, overhanging obstacles or traffic. 10.2 Sensor and camera performance can be reduced by bright sunlight, rain, fog, reflective, transparent or very dark surfaces, and dirt on the lens. 10.3 AI descriptions are generated automatically and may be incomplete or wrong. Do not rely on them for safety-critical decisions, medication, money or legal documents without checking. 10.4 Report any incident or near miss involving the product to us. You can also report it to the MHRA through the Yellow Card scheme (yellowcard.mhra.gov.uk).

11. Software and updates 11.1 The product contains software licensed to you for use with the product. You may not copy, modify or reverse engineer it except as permitted by law. 11.2 We may provide software updates to fix faults, improve safety or add features. We recommend installing updates. 11.3 Touchable technology is protected by a pending patent and our other intellectual property rights.

12. Our responsibility for loss or damage 12.1 If we break these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our negligence. Loss is foreseeable if it is obvious it will happen or if both of us knew it might happen when the contract was made. 12.2 We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, for breach of your legal rights in relation to the products, or for defective products under the Consumer Protection Act 1987. 12.3 We supply products for domestic and private use. If you use them for commercial resale, we are not liable to you for loss of profit or business interruption.

13. Your personal information We use your personal information as described in our Privacy Policy.

14. Complaints and disputes 14.1 If you have a complaint, contact us first. We aim to acknowledge it within 2 working days and resolve it within 14 days. 14.2 These terms are governed by the law of England and Wales. You can bring proceedings in the courts of England and Wales, or, if you live in Scotland, in Scotland.

15. Business and organisation customers If you buy as a business, charity or public body (and not as a consumer), clauses 8 and 9.1 do not apply; instead we warrant the products will be free from material defects for 12 months, our total liability is limited to the price paid (except under clause 12.2), and we are not liable for indirect or consequential loss. Bulk and demo-stock orders may be subject to a separate agreement.

16. Other important terms 16.1 We may transfer our rights under these terms to another organisation; we will tell you, and it will not reduce your rights. 16.2 If a court finds part of these terms unlawful, the rest will continue in force. 16.3 If we do not enforce our rights straight away, we can still enforce them later.