E-Trading policy

This policy sets out how ARMA sells services online, how and when contracts are formed and how this complies with the EU Distance Selling Directive (implemented in the UK as the Consumer Protection (Contracts Concluded by Means of Distance Communication) Regulations 2000).

Background

ARMA has engaged in paperless trading for some years. Before the website was developed, event bookings and invoicing were done by email. Since March 1999, all event bookings have been taken via the website, with new members joining via the website since June 1999. The system receives bookings and issues invoices. Payments are only accepted against invoices, by cheque or BACS or credit card.

Procedure (events)

Users are led into the booking system from the advert for the event they wish to attend. The first page ascertains whether the user is a member or not (in order to determine the price to be paid) and leads to a page where the user provides contact details, chooses the event to be attended (including the number of nights accommodation, if appropriate), optional sessions at the event, when appropriate, and notifies any special requirements. This page leads to a confirmation page where the user can accept the details as correct or go to an amendment page before accepting them. On confirmation of the details, the system notifies the organiser of receipt of the booking and presents an invoice on-screen to the user who must print it out. Within two working days, the organiser will send an email to the user confirming receipt of the booking and availability of a place. On receipt of this email the user should arrange for the invoice to be paid.

Procedure (membership)

Users enter the joining system from a page explaining the benefits of membership or from the Log In screen. The system starts with the page requesting contact details and follows the same pattern of confirmation and invoicing. The system notifies the membership secretary of the application and sends an automatic response to the user. The user should arrange for the invoice to be paid on receipt of this invoice. At this point, the membership number will be allocated but restricted areas of the site remain unavailable until the invoice is marked paid. New members receive a robotic welcome message containing information about membership including their membership number.

Membership runs until 31 March in the following year, and members will be invited to renew their membership each year. If payment is not received for the further period of membership by 30 June, membership will be deemed to have lapsed and services will be suspended. However, services will be resumed if payment is subsequently received by 30 September.

Cancellation (events)

ARMA's cancellation policy is clearly stated in our Terms and Conditions, and is reiterated in the email from the organiser. It is as follows:

Reserved places cannot be cancelled, but substitutions can be made at any time. If a member wishes to send a non-member as a substitute, the non-member will be liable to pay an additional £57, including membership of ARMA for the period until 31 March the following year. If the booked participant is unable to send a substitute,then a refund may be available (less an administrative charge of £50), provided we are able to re-sell the place. Otherwise the booked participant will remain liable for the full amount of the invoice. The organisers reserve the right to cancel the programme. In the event of the programme being cancelled, all payments will be refunded in full. However, the organisers cannot be responsible for any other costs incurred by prospective participants, for example due to cancellation of hotel bookings.

Cancellation (membership)

Membership taken out in any calendar year runs until 31 March of the following year. It is personal and non-transferable (i.e. it belongs to the individual, not the post or institution even if the member is part of a "group"). Following receipt of the subscription fee, members will continue to receive services throughout this period unless they contact the membership secretary in writing (email is acceptable) to cancel their membership and request the suspension of services. There are no refunds for membership cancelled after the subscription has been received.

If an applicant wishes to cancel their membership after filling in an application, they can choose not to make the payment, as services will not commence until payment has been received. This decision should be notified to the Treasurer.

Contract formation

The formal process of contract formation can be described as follows:

	Events	Membership
Invitation to treat	Advert for event	Page outlining benefits of membership
Offer (from user)	Completion of contact details, event choice	Completion of contact form
Counter offer	Confirmation page	Confirmation page
Acceptance	Acceptance of confirmation which produces invoice	Payment of invoice
Receipt of acceptance	Email sent by event organiser	Letter sent by membership secretary

Thus we specify that a contract is concluded when a specified message is sent by someone acting on behalf of ARMA. Note that we are specifying that the membership contract is formed later than the event contract, on receipt of funds. It is not practical to do this with events, as payments can take a considerable time to arrive, but experience has shown it to be a necessity with membership, as payment may never arrive.

Address

ARMA's registered address is 1 Emperor Way, Exeter Business Park, Exeter EX1 3QS. The address for payments (PO Box 499, Exeter EX1 9DE) is shown on the invoice and payment instructions. Throughout the purchasing process, email addresses are provided for appropriate contacts; more information is given on our contacts pages.

Questions

If you have any questions about our e-trading practices, please contact the Company Secretary.