Terms of Business
These terms govern the HANDLED service for UK business customers. They are designed to be specific about what we do, what we do not do, and when a fee is earned.
1. Who we are
HANDLED is a trading name of WEIRD WISDOM LIMITED, a private limited company registered in England and Wales under company number 15665363, with registered office at 1 Alfriston Park, Seaford, England, BN25 3LS ("HANDLED", "we", "us").
These Terms govern the HANDLED business resolution service. A Case Acceptance / Resolution Mandate may add terms specific to the case. If there is a conflict, the signed Case Acceptance / Resolution Mandate takes priority for that case, followed by any signed Litigation & Enforcement Addendum, then these Terms.
2. Business customers only
HANDLED is presently offered for disputes connected wholly or mainly with a customer's trade, business, craft or profession. When you instruct us you confirm that you are acting for business purposes and have authority to bind the relevant business.
If, despite that confirmation, any mandatory consumer law applies to you, nothing in these Terms removes rights that cannot lawfully be excluded.
3. Enquiries, acceptance and contract formation
Submitting an online form is a request for assessment only. We may ask for information, reject a matter, or propose a Case Acceptance / Resolution Mandate. We do not accept a case merely because an acknowledgement or automated email is sent.
For accepted cases the mandate will identify the counterparty, problem, target outcome, fee basis, authority requested, material exclusions and any known deadlines. You must have an opportunity to review and correct those details before acceptance. We will provide the Terms and mandate in a form you can save or reproduce and will acknowledge acceptance electronically.
4. What HANDLED does
Subject to the mandate, HANDLED may organise evidence and chronology; communicate with the counterparty; open and pursue complaints; request information and complaint references; chase commitments; negotiate without accepting a settlement unless authorised; and use applicable complaint or ADR channels where their rules permit representation.
Unless expressly agreed in writing, HANDLED does not provide accountancy, tax, insolvency, regulated financial advice, immigration advice, regulated claims management services, or reserved legal activities.
5. Limited authority to act
You must sign an Authority to Act specific to the case before we represent you externally. It lets us do only what the document says. It does not give us ownership of your claim or money and does not authorise us to impersonate you, use your passwords, admit liability, enter unrelated contracts, or accept an unapproved settlement.
Providers and ADR schemes may require their own authority form or direct identity verification. You agree to complete proportionate verification where reasonably necessary.
6. Success, recovered value and HANDLED fees
Your mandate defines the "Success Event". For a monetary recovery, success normally means that money is actually received by you, an agreed charge is actually reversed, or an agreed credit is actually applied and usable. A promise to refund is not success.
Where the fee is a percentage of recovered value, it is calculated only on value actually recovered or discharged as defined in the mandate. Partial recovery produces a proportionate fee unless the mandate says otherwise. Outcomes that are not cash use the fixed fee stated in the mandate.
Unless the mandate expressly states otherwise, fees shown on the website are exclusive of VAT. VAT is added where legally applicable.
If you settle directly with the counterparty while we are acting, you must tell us immediately. Where substantially the same Success Event is actually obtained during the case or within 60 days after we stop because the matter has settled or become moot, and the outcome is materially connected with work we performed, the agreed success fee remains payable. This clause is intended to prevent avoidance of an earned fee; it does not charge you for an outcome unrelated to our work.
7. Third party, ADR, court and enforcement costs
The normal HANDLED fee does not include court fees, expert fees, mediator fees, process server fees, regulated legal fees, enforcement fees or other third party disbursements unless the mandate expressly includes them. We will not incur a material external cost on your behalf without prior approval.
Where court or enforcement action is considered, the separate Litigation & Enforcement Addendum applies.
8. Your responsibilities
- Give us information that is complete, accurate and not misleading.
- Provide only evidence you are entitled to provide and tell us about material confidentiality restrictions.
- Tell us promptly about direct contact, offers, payments, credits, replacements or other developments.
- Do not instruct us to make a statement you know is false or misleading.
- Respond promptly where your identity, authority, approval or decision is required.
- Preserve originals and do not alter evidence.
- Tell us immediately about any limitation date, court deadline, insolvency, breathing space protection or existing proceedings you know about.
9. Offers, concessions and settlements
Unless the mandate grants a specific settlement range approved in advance, HANDLED will not accept a settlement, release rights, admit liability or enter a binding compromise without your express approval. We may explain the practical effect of an offer but do not hold ourselves out as your solicitor.
10. Conduct before proceedings, litigation and enforcement
HANDLED may support a resolution process before proceedings by organising facts, evidence and correspondence. If the next step would amount to the reserved legal activity of conducting litigation, HANDLED will not perform that activity unless it is lawfully provided through an appropriately authorised structure.
In practice, a customer may issue and conduct its own claim where permitted, or an appropriately authorised legal provider may do so. HANDLED will not access a court account or purport to issue proceedings as an unauthorised third party representative.
After judgment, HANDLED may coordinate an appropriate enforcement referral. Court applications and regulated enforcement activity are carried out only by the person or provider legally entitled to do so. No judgment or enforcement outcome is guaranteed.
Limitation: unless a signed Litigation & Enforcement Addendum expressly says otherwise and identifies the responsible authorised provider, you remain responsible for protecting any limitation date or court deadline.
11. Data, calls, automation and communications
Our Privacy Notice explains how we process personal data. We may use software and AI systems to extract facts, organise documents, draft communications, suggest next steps, detect commitments and perform verification. Material external communications remain subject to policy controls and escalation rules.
Calls may be recorded or transcribed where lawful and appropriate for evidence, quality and case accuracy. We will tell participants that recording is taking place and why, and provide access to further privacy information.
You agree that notices about your case may be sent electronically to the email address or secure case channel you provide.
12. Pausing or ending a case
You may withdraw authority at any time. We may suspend or close a case where it falls outside scope, evidence is unreliable, you do not cooperate, continuing would be unlawful or disproportionate, the counterparty becomes insolvent, a conflict arises, or further work is not economically or practically justified.
Ending the case does not affect accrued rights, approved external costs, confidentiality, data protection obligations or a success fee already earned.
13. Liability
Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.
Subject to the previous paragraph, HANDLED is not liable for indirect or consequential loss, loss of profit, revenue, business opportunity, anticipated savings or goodwill, except to the extent such loss forms part of the specific monetary outcome HANDLED expressly agreed to pursue and our liability for it cannot reasonably be excluded.
Subject to the exclusions above, HANDLED's aggregate liability arising from a case is limited to the higher of £5,000 and five times the HANDLED fee paid or payable for that case, unless the Case Mandate states a different cap. This allocation reflects a service that charges little upfront and bases its fee on success, and is intended to be reasonable between business parties.
We are not responsible for a counterparty's insolvency, dishonesty, refusal to comply, systems failure, court or ADR delay, or the independent acts of an authorised professional or enforcement provider, although we remain responsible for selecting and instructing our own subcontractors with reasonable care.
14. General legal terms
We may use employees, contractors and specialist providers to deliver parts of the service that are not reserved, but remain responsible for our contractual obligations. You may not transfer a case contract without our consent; we may transfer it as part of a genuine business reorganisation or sale provided your rights are not materially reduced.
If any term is invalid, the remaining terms continue. Delay in enforcing a term is not a waiver. No person other than you and HANDLED has rights under the Contracts (Rights of Third Parties) Act 1999 unless the mandate expressly says otherwise.
These Terms and each Case Mandate are governed by the law of England and Wales. Subject to any mandatory rule, the courts of England and Wales have exclusive jurisdiction.