INDEX

LAST REVIEWED: 16th October 2026

1. Introduction

1.1 Parties

These Terms and Conditions (“T&C”) apply to your use of theglitch.co and its subdomain behind.theglitch.co (together “the Site”), owned and operated by The Glitch Collective Ltd. (“TGC”, “we”, “us” or “our”).

Company number: 11078723
VAT registration: GB431493505
Registered address: Unit 26A, Grow Studios, 86b Wallis Road, Hackney Wick, London E9 5LN, UK
Email: contact@theglitch.co

1.2 Scope

By using the Site or buying from it you agree to these T&C, which govern:

The shop (merchandise, art, paraphernalia, books, prints, digital downloads).
Equipment rentals, which are also subject to our separate Equipment Hire Terms and Conditions.
Hosting of Growntree’s Desk Services (“GDS”) memberships. GDS is provided by Gareth Rowntree under his own terms.
Software we publish terms for, such as our bookkeeper Kaiko, which has its own Terms and Conditions (section 13).

1.3 Acceptance

If you do not agree with these T&C, please do not use the Site. Continued use after a change has been posted and any notice period has ended (section 11) means you accept the change.

1.4 Consumers and businesses

If you buy as a consumer (for purposes outside your trade, business, craft or profession) you have rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 that nothing in these T&C takes away. Where these T&C say something different, your statutory rights prevail. If you buy as a business, sections 4.2 and 4.3 do not apply unless we agree otherwise in writing.

2. Age Restriction

You must be 18 or older to buy products, services or rentals from the Site. We may ask for proof of age.

3. General Shop Terms

3.1 Product listings

We sell physical items (merchandise, art, paraphernalia, prints, books) and digital downloads.
Some products are consigned from, or made by, third-party partners. We list them in good faith on the details the supplier gives us.
Images are illustrative; small variations in colour and finish can occur, especially in handmade and printed items.

3.2 Pricing and payment

Currency: all prices are in pounds sterling (GBP).
VAT: prices for goods and services sold by TGC include VAT where it applies. GDS membership fees are not subject to VAT, as GDS is not VAT-registered.
Payment methods: Stripe, PayPal, Zettle, bank transfer, in-person card payments, cash.
Order acceptance: your order is an offer. We accept it when we send you a dispatch confirmation (or, for digital downloads, when we make the download available). We may refuse or cancel an order if payment fails, stock is unavailable, or a listing contained an obvious error; we will tell you and refund anything you have paid.

3.3 User accounts

You may create an account to track orders or manage services. You must give accurate information and keep it up to date.
You are responsible for keeping your login details confidential and for what happens under your account. Tell us at once if you believe it has been compromised.

3.4 Events beyond our control

We are not liable for delay or failure caused by events beyond our reasonable control (strikes, extreme weather, internet or carrier outages, government action). If such an event delays an order substantially you may cancel it and receive a refund for anything not yet delivered.

4. Delivery, Cancellation, Returns and Refunds

4.1 Delivery

Territory: we deliver within the UK, with international options at checkout.
Costs: shown at checkout and added to the order total.
Times: estimates only. Customs, postal delays and other disruptions can affect them. Risk in the goods passes to you when they are delivered to you or to someone you nominate.
International orders: you are responsible for any import duties or taxes charged in the destination country.

4.2 Changing your mind (consumers)

If you buy from the Site as a consumer you may cancel most orders for any reason within 14 days after the day you (or your nominee) receive the goods, or for digital content within 14 days after the day the order is accepted. Tell us by email, then return the goods within 14 days of telling us. Unless the goods are faulty, you pay the cost of returning them. We refund the price and the standard delivery charge within 14 days of receiving the goods back, or of your proof of posting them, by the method you paid with. We may reduce the refund if the goods have been handled beyond what is needed to check them.

This right does not apply to:

goods made to your specification or personalised;
sealed goods that have been unsealed and cannot be returned for hygiene reasons;
digital downloads once the download has started, where you asked for immediate access and acknowledged that you would lose the right to cancel.

4.3 Faulty or misdescribed goods (consumers)

Under the Consumer Rights Act 2015 goods must be as described, of satisfactory quality and fit for purpose. If they are not:

within 30 days of delivery you may reject them for a full refund;
after that, you may ask for a repair or replacement, and if that is not possible or does not work, a price reduction or a refund;
digital content that is faulty can be repaired or replaced, or the price reduced.

We pay the cost of returning faulty goods.

4.4 Return process

Email contact@theglitch.co with your order number and the reason.
We may ask for proof of purchase and, for faults, photographs or a description of the problem.
Once we receive the goods (or, for faults, once we have assessed them) we refund or replace promptly and in any case within 14 days.

4.5 Equipment rentals

Cancellation and returns for rentals are governed by the Equipment Hire Terms and Conditions.

5. Equipment Rental (Summary)

Equipment rentals are governed by our Equipment Hire Terms and Conditions, which cover payment schedules, deposits, insurance, late returns and damage. Where they differ from these T&C, they prevail for the rental.

6. Hosting Growntree’s Desk Services (GDS)

6.1 Membership facilitation

The Site processes sign-ups and payments for Growntree’s Desk Services on behalf of Gareth Rowntree.
GDS membership is contractually with Gareth Rowntree, who sets its rules, fees and usage policies: see the GDS Terms and Conditions.
GDS membership fees are not subject to VAT, as GDS is not VAT-registered.

6.2 Responsibility

TGC provides the sign-up and billing service only. Claims or complaints about GDS membership, lab activities or use of the premises should be addressed to Gareth Rowntree under his terms. This does not limit TGC’s liability for anything that cannot be limited by law (section 9.1).

7. Intellectual Property

7.1 Site content

All text, graphics, logos and images on the Site are owned by or licensed to TGC. You may not copy, reproduce, distribute or create derivative works from Site content without our written permission, except as the law allows.

7.2 Third-party IP

Some products feature third-party intellectual property (artworks, brand logos). It remains the property of its creators. We are not responsible for infringement claims arising from content provided by suppliers or consignment partners, but we will remove a listing promptly on a credible notice.

7.3 Your submissions

If you submit reviews, comments or other content, you confirm you have the right to do so and grant us a non-exclusive, royalty-free licence to display, edit and remove it. We may remove content that is unlawful, infringing or in breach of these T&C.

8. Privacy and Cookies

8.1 Data

How we collect and use personal data, how long we keep it, where it goes and what your rights are, including your right to complain to us and to the Information Commissioner’s Office, is set out in our Privacy Policy. The accounting data our bookkeeping software handles is covered by Kaiko’s Privacy Policy.

8.2 Cookies

We use cookies and similar technologies to keep your cart and session, to understand how the Site is used, and to remember your preferences. A banner on your first visit explains the choices available. We set no advertising cookies. Details are in section 9 of the Privacy Policy.

8.3 Compliance

We comply with the UK GDPR, the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations, as amended by the Data (Use and Access) Act 2025.

9. Liability

9.1 What we do not limit

Nothing in these T&C limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of your rights under the Consumer Rights Act 2015 in relation to the goods, services and digital content we supply, or for anything else that cannot be limited or excluded by law.

9.2 Limits

Subject to 9.1:

we are not liable for loss that was not foreseeable to both of us when the contract was made, for business losses (loss of profit, business, contracts or opportunity) where you buy as a consumer, or for loss caused by events beyond our control (section 3.4);
if you buy as a business, our total liability to you under any order is limited to the price you paid for it, and we exclude all implied terms and warranties to the extent the law allows.

9.3 Growntree’s Desk Services

TGC is not party to GDS membership contracts and, subject to 9.1, accepts no liability for GDS membership activities or use of GDS facilities.

9.4 Third-party websites

Links to other sites are provided for convenience. We are not responsible for their content, products or services.

10. Disputes and Governing Law

10.1 Governing law

These T&C, and any contract made under them, are governed by the law of England and Wales. If you are a consumer living in Scotland or Northern Ireland, you also have the protection of the mandatory rules of the law there.

10.2 Jurisdiction

The courts of England and Wales have jurisdiction over any dispute. If you are a consumer living in Scotland you may also bring proceedings in Scotland, and if you live in Northern Ireland, in Northern Ireland.

10.3 Resolving problems

Please contact us first; most problems are solved quickly by email. We are not obliged to use an alternative dispute resolution provider, but we will consider it if a dispute cannot be settled directly.

11. Changes to these T&C

We may update these T&C. For material changes affecting your rights or fees we give at least 14 days’ notice (by email to registered account holders or a prominent notice on the Site). The date of the latest revision appears at the top. Changes do not affect orders already accepted.

12. Contact

The Glitch Collective Ltd. Unit 26A, Grow Studios, 86b Wallis Road, Hackney Wick, London E9 5LN, UK. Email: contact@theglitch.co.

13. Our Software and Automated Tools

Some of what we do is run by software of our own, including agents such as our bookkeeper, Kaiko, and our office assistant, Nemo. Where you use one of them, its own terms apply (Kaiko’s Terms and Conditions). We do not take decisions about you solely by automated means that have legal or similarly significant effects; a person is responsible for every such decision, and you may ask for human review of anything our software did that affects you (Privacy Policy, section 9A).