Quick guide to customer rights in online sales

This toolkit to start an online business includes all the legal documentation and know-how you need to set up a website and change your business to online sales. It comprises 9 key documents, including: separate cookie and privacy policies, and terms of use for your website; a customisable set of terms and conditions to cover you for the supply or goods or services or both; template invoices (VAT and non-VAT) and cancellation form; and a quick guide to customer rights, which are much broader for online sales than face-to-face transactions. Our helpful how-to guide will take you step-by-step through how to use the documents included in this pack, whether you are starting a new business or changing an existing business model to set up your own website and start selling online. Note that if you provide online services in the EEA, you will also need to ensure that you follow the rules of each EEA country you operate in. If you are not sure how this applies to you, you can access a specialist lawyer in a few simple steps using our Ask a Lawyer service.

This small claims toolkit guides you through the right process to follow if you want to make a straightforward small claim against someone, and contains a pack of all of the template documents you are likely to need. Use the small claims process to get back money you are owed for amounts less than £10,000 (for example, if a supplier has not sent you the right goods or you have not received payment from a customer). Documents provided in this small claims toolkit include: letter before action (also known as a letter of claim), which must be sent to someone before you sue them to set out what you are claiming; witness statement, which provides a template for any witness statements you are providing to ensure they are legally compliant; and letter of non-attendance for small claims hearing (if you want the court to judge your case on paper evidence rather than you attending a hearing). By using this small claims toolkit you can avoid the need to use a lawyer and maximise your chances of getting back money you are owed. It helps you avoid common mistakes that can reduce your chance of a successful claim.

This redundancy toolkit guides you through the key steps you need to take to make an employee redundant, and provides a pack of the relevant template documents you are likely to need. You will find guidance and a pack of 9 supporting documents, including letters, notices and agendas, for each step of the redundancy process: Initial steps (considering alternatives and reasons for redundancies); Creating a redundancy pool, applying selection criteria and notifying employees; Carrying out a consultation process; and Making a final decision, calculating payments and terminating employment. It also includes a template letter to offer alternative employment to employees who are at risk of being made redundant. By using this redundancy toolkit, you will ensure that your redundancy process is fair and legally compliant, which reduces the chance of any employees suing you. The guidance in this redundancy toolkit also helps you to ensure you do not make redundancies in a discriminatory way. Use this redundancy toolkit to ensure you are legally compliant without the need for a lawyer.

This disciplinary toolkit will guide you through the process of handling a disciplinary matter. It includes a how-to guide and a pack of 16 relevant documents you are likely to need. You will find template letters, agendas and other documents which can be used at each key step of the disciplinary process: Investigating the disciplinary matter (including suspension of your staff member if necessary and appropriate); Attending a disciplinary meeting with your staff member; Taking disciplinary action eg written warnings or dismissal; and Providing an opportunity for your staff member to appeal your decision. The toolkit also includes a list of common disabilities, so that you can check whether you need to make any reasonable adjustments at disciplinary meetings. This toolkit will help you to follow a fair and proper disciplinary process, which reduces the risk of your staff member taking legal action against you in future.