Terms and Conditions
Introduction
These Terms and Conditions (“Terms”) govern the purchase of personalised T-shirts through the online shop on www.happy-city-index.com (“the Website”). The shop is operated by Happy City Hub Ltd (“Happy City Hub”, “we” or “us”), a company registered in England and Wales (Company No. 14563979) with registered address at 35/37 Ludgate Hill, London, EC4M 7JN, United Kingdom. By placing an order for a T-shirt on our Website, you (“the customer” or “you”) agree to be bound by these Terms. Please read them carefully before making a purchase.
Fundraising Purpose of the Shop
Happy City Hub operates this online shop as a purpose-driven fundraising tool, not as a traditional retail business. The primary purpose of sales is to raise funds to support the production of the Happy City Index 2026 – a global research project undertaken by the Institute for Quality of Life. All proceeds from T-shirt sales (after covering production and operational costs) will be used to recruit researchers and develop the Index. By purchasing a T-shirt, you are contributing to this fundraising effort. These T-shirts are offered as a token of appreciation for your support rather than for commercial profit.
Products and Personalisation
Our product is a personalised T-shirt made to order for each customer. Each T-shirt will feature:
• A city name of your choice, selected from our list of GOLD Cities.
• A dedication text of your choice, “City Powered by [Name]”.
When placing an order, you will be asked to provide the exact city name and dedication text you want on your T-shirt. It is your responsibility to ensure that all personalisation details (name spelling, dedication message, etc.) are entered correctly at the time of ordering. We will print the text exactly as provided in the order form. Minor variations in appearance (such as text layout or color shades) may occur, but the overall design will match the description on the Website.
Please note: Because each T-shirt is individually made and personalised for you, no two shirts are identical. The images or samples on our Website are for illustration.
Ordering and Payment
To purchase a T-shirt, you must complete the following steps:
1. Order Form: Fill out the online order form on our Website (provided through JotForm) with all required details. This will include your chosen city name, dedication text, T-shirt size/variant (if applicable), your name, email, and shipping address. Please review your entries for accuracy before submission.
2. Payment via PayPal: After submitting the form, you will be redirected to PayPal to complete the payment. All payments are processed securely through PayPal. You may pay using your PayPal account or an accepted credit/debit card via the PayPal gateway. By making a payment, you agree to PayPal’s terms of service in addition to these Terms.
3. Order Confirmation: Once your payment is successfully processed, we will send you an order confirmation via email. This confirmation will summarise your order details (personalisation details, quantity, price, shipping info) and serve as a receipt of your purchase. Happy City Hub will then begin processing your order.
Pricing: All prices for the T-shirts are listed on the order form or Website. Prices are in British Pound Sterling (GBP) unless stated otherwise. The price includes the cost of the shirt and the personalisation. Any applicable taxes are included in the price (or will be clearly indicated if not). Shipping costs, if any, will be shown at checkout before you complete payment. There are no additional fees beyond what is disclosed.
Payment Terms: Payment in full is required at the time of order. We do not offer cash on delivery or instalment payments. If your payment is not completed or is reversed for any reason, the order will not be fulfilled. We do not collect or store your card details ourselves; all financial transactions are handled by PayPal on their secure platform.
If you encounter any technical issues during payment (for example, if the PayPal window does not load or an error occurs), please contact us (see Contact Us section below) and we will assist in completing your order.
Personalisation and Return Policy
No Right to Cancel or Return: All T-shirts purchased from our shop are custom-made to your personal specifications.This means that you do not have the right to cancel or return the T-shirt after purchase simply because you changed your mind. Under UK consumer law – specifically the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 – tailor-made or personalised items are exempt from the usual 14-day “cooling-off” cancellation period that applies to distance sales. By confirming your order and making payment, your order becomes final and we will begin production of your personalised T-shirt. We cannot accept returns, exchanges or provide refunds for unwanted items or ordering mistakes (such as choosing the wrong size or providing incorrect personalisation) once production has started. Please double-check your order details (size, city name, dedication text) before finalising your purchase.
Exceptions – Faulty or Not as Described: The above does not affect your legal rights regarding product quality. If the T-shirt you receive is defective, damaged, or not as we described at the time of purchase, please inform us immediately. In such cases, you may be entitled to a repair, replacement, or refund in line with the Consumer Rights Act 2015 and other applicable laws. We will work with you to correct any errors that are our fault. For example, if we printed the wrong text or the garment has a manufacturing defect, we will arrange for a replacement or refund at no extra cost to you. We may request evidence of the issue (such as a photo of the defect) to process a replacement. Any claim for a faulty or incorrect item should be made as soon as possible after delivery, ideally within 14 days of receipt.
No Exchanges for Size or Personalisation Errors: Because each item is unique, we cannot offer exchanges (for example, swapping for a different size or a different personalisation) once the shirt is made. Please ensure you select the correct size and provide the correct text at the time of order. If you realise you made a mistake in your order details, contact us immediately after ordering – while we cannot guarantee changes if production has begun, we will try to accommodate corrections if your shirt has not yet been printed.
Production and Delivery
Production Time: All T-shirts are made to order. We require up to 5 business days (Monday–Friday, excluding public holidays) to produce and personalise your T-shirt. This production period begins once your order is confirmed and payment received. We will aim to complete your shirt as quickly as possible within this timeframe. In peak periods or due to unforeseen circumstances, production might take slightly longer, but 5 business days is the typical production time.
Shipping and Delivery: After production, your order will be shipped to the delivery address you provided. We offer international shipping to most countries. The estimated delivery time for shipments is between 3 and 30 days from the date of dispatch, depending on your location:
• For addresses in the United Kingdom or nearby regions, delivery is usually at the shorter end of this range (a few days up to 1–2 weeks).
• For international addresses (e.g. outside the UK), delivery can vary widely. In some cases, it may arrive in about a week (3–7 days), but in other cases it could take several weeks (up to 30 days or occasionally more) especially if delayed in transit or customs.
These delivery times are estimates and not guaranteed. Actual delivery can be affected by factors beyond our control, such as postal service delays, customs processing for international orders, local holidays, or global shipping disruptions. Happy City Hub is not liable for delays in delivery once the package has been handed over to the courier/postal service. However, if your order has not arrived within 30 days of dispatch (or within any specific timeframe we advised), please contact us so we can assist you in tracking the shipment or, if necessary, arranging a replacement.
Notification of Dispatch: We will notify you by email when your T-shirt has been shipped. If available, we will provide tracking information for the package. Please note that not all shipping methods provide door-to-door tracking.
Customs and Import Duties: If you are ordering from outside the United Kingdom, your package may be subject to customs inspections and import duties or taxes according to your country’s regulations. Any such import fees or taxes are the responsibility of the recipient (the buyer). We have no control over these charges and cannot predict their amount. We recommend you check with your local customs office if you are concerned about potential import fees. Failure to pay any import taxes that result in the package being returned or destroyed is not the responsibility of Happy City Hub; in such cases, we may not be able to offer a refund.
Delivery Address: Please ensure the shipping address you provide is accurate and complete. We will deliver to the exact address given in the order confirmation. Happy City Hub is not responsible for non-delivery or mis-delivery if the address information you provided was incorrect or incomplete. If a package is returned to us due to an address error or because it was unclaimed, we will contact you for an updated address and additional shipping payment (if applicable) to resend it.
Risk and Title: Ownership of the T-shirt and the risk of loss or damage passes to you once the item is delivered to you (or a person identified by you to accept delivery). Until that point, the product is our responsibility. This means we will replace or refund items lost or damaged in transit before they reach you. Please inform us if your package arrives open, damaged, or is significantly delayed, so we can take appropriate action with the carrier.
Optional Name Listing in “Our Team” Section
As part of the Happy City Index 2026 initiative, we would like to acknowledge our supporters. When you purchase a T-shirt, you have the option to have your name or a pseudonym listed in the “Our Team” section of the Happy City Index website as a supporter (this is separate from the dedication on the shirt).
• Opportunity to be Listed: On 20 March 2026, we will publish a list of contributors on the “Our Team” page of happy-city-index.com (or the Institute for Quality of Life website) to recognise those who helped make the Happy City Index 2026 possible. If you consent, your chosen name or pseudonym will appear on this list. Your name will remain visible on that page until 19 March 2027 (approximately one year). After that date, the page will be updated or taken down as we prepare for the next year’s index.
• Consent Required: We will only include your name if you give explicit consent. During the order process, you will be asked whether you wish to be listed on the website. If you opt-in (agree) to be listed, you are permitting us to publish the name or pseudonym you provided. If you do not give consent, we will not publish your name or any personal information online. Choosing not to be listed will have no effect on your purchase or the fulfillment of your order – it is entirely optional.
• Name or Pseudonym: You may choose how you want your name to appear. For example, some supporters may use their full name (“Jane Smith”), while others may prefer a first name and last initial (“Jane S.”) or a nickname/pseudonym (“HappyJane”). We reserve the right to ask for clarification or modify the format for consistency (for instance, if someone enters a very long phrase, we might shorten it with their approval).
• Changing Your Mind: If you initially consent to being listed but later decide that you do not want your name on the site, you can withdraw your consent at any time. Contact us (see Contact Us section) with your request, and we will remove your name from the public list as soon as practicable. Similarly, if you did not consent at first but later wish to be added (for example, before the publication date), you can contact us to provide consent, though we cannot guarantee inclusion if the request comes after 20 March 2026.
• No Compensation or Endorsement: The website listing is purely honorary and meant as thanks. It does not signify any employment or formal role in the project, and you will not receive any compensation for being listed. Likewise, being listed does not imply you endorse all aspects of the project; it simply acknowledges your contribution.
• Duration of Listing: As noted, the name will be displayed from 20 March 2026 to 19 March 2027. After this period, the list will be removed or archived. Happy City Hub is not obligated to keep the list accessible beyond this period. However, the fact of your contribution will remain recorded in our internal records.
Acceptable Content for Names and Dedications
Happy City Hub supports positive and inclusive values. We therefore reserve the right to refuse or remove any text for personalisation or any name for listing that we deem inappropriate, offensive, or unlawful. This applies both to the dedication printed on the T-shirt and the name/pseudonym published on our website (if you consent). By submitting a dedication or name, you agree that it adheres to the following content standards:
• No Offensive Language or Hate Speech: The text must not contain profanity, vulgar or obscene language, or any slurs or content that is abusive, harassing, hateful, or discriminatory (whether based on race, religion, gender, sexual orientation, disability, or any other characteristic).
• No Defamatory or Illegal Content: The text must not defame any person or organisation, and must not include content that is unlawful, incites illegal activity, or infringes on the legal rights of others. For example, do not use a dedication that includes someone else’s full name or trademarked slogan without permission.
• No Political or Extremist Messages: While we respect freedom of expression, this fundraising project is not a forum for political statements. We will not print or publish messages that promote extremist ideologies, political campaigns, or propaganda.
• Respectful and Appropriate: Dedications should be in the spirit of the project (supporting happiness and quality of life). We encourage positive, uplifting messages. We reserve the right to reject messages that we feel are not in line with the ethos of the Happy City Index initiative.
If your proposed dedication or name violates these standards, we will contact you to request an alternative text. If we cannot agree on an acceptable replacement, Happy City Hub may cancel your order and issue you a full refund rather than produce a T-shirt with unacceptable content. We also reserve the right to omit or alter (e.g., abbreviate or anonymise) a name on the website list if, after the fact, we determine it violates these standards or could lead to offense. In extreme cases (e.g., a user intentionally submits malicious content), we may ban that individual from future purchases or take other appropriate action.
Our decision on acceptable content is final. However, we assure you that our goal is not to censor genuine expressions of support – these guidelines are in place to ensure that all content associated with the Happy City Index project remains positive, lawful, and appropriate for a broad audience.
Website Availability and Technical Issues
We strive to keep the Website and order form functional and available at all times so you can place orders conveniently. However, we do not guarantee that the Website (or any part of it, including the JotForm order form) will be available uninterrupted or error-free at all times. From time to time, maintenance, updates, or technical problems may render the site or forms temporarily unavailable.
In the event of any technical issues:
• Planned Maintenance: We may need to take the Website offline for scheduled maintenance or updates. We will try to perform such maintenance during off-peak hours and to notify users in advance (for example, via a notice on the site) if it will significantly affect the ability to place orders.
• Unplanned Downtime: If the Website or order form becomes unavailable unexpectedly (due to server issues, software bugs, denial of service attacks, or other technical failures), Happy City Hub will make reasonable efforts to restore service as soon as possible. Our team will work to diagnose and fix the problem or provide an alternative method for you to place an order if the outage is prolonged.
• Liability for Technical Issues: Happy City Hub shall not be held liable for any loss of opportunity, inconvenience, or other damages that may result from the Website being offline or malfunctioning, provided that we have taken reasonable steps to restore functionality. For example, if the site is down on the last day of a promotion or fundraising campaign, we will endeavor to honor valid orders that couldn’t be placed in time due to the outage, once the system is back online. However, we cannot compensate for any indirect losses or costs you incur due to site downtime.
• User Responsibilities: It is your responsibility to ensure you have the necessary technology to access the Website (compatible browser, internet connection, etc.). If you experience problems submitting an order, we recommend trying again after a short wait, and if the issue persists, contacting us directly. We can assist by taking your order via an alternative channel (such as email) if needed, when Website issues are preventing an online order.
Please note that while we take website security seriously, we cannot guarantee that the Website will be free from malicious interference (such as viruses or hacking). You should use your own virus protection software when browsing and ordering. We will not be liable for any harm to your computer system or loss of data that results from use of the Website, except as required by law.
Privacy and Data Protection
Your privacy is important to us. Happy City Hub will collect and process personal data from you when you use our online shop, and we do so in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This section summarises how we handle your data:
• Data Collected: The information we collect during the order process includes your name, contact details (such as email, postal address, phone number if provided), and order details (chosen city, dedication text, T-shirt size, etc.). If you consent to be listed on our website, we also record that consent and the name/pseudonym to be used. Payment information is processed by PayPal; we do not receive your credit card number or PayPal password, but we do receive confirmation of payment and necessary details to match your payment to your order (such as your PayPal email and transaction ID).
• Use of Data: We will use your personal data only for specified purposes: to process and fulfill your T-shirt order (including production and delivery), to contact you with updates or issues regarding your order, and — if you have given consent — to include your name on the “Our Team” supporter list for Happy City Index 2026. We may also use your contact details to send you information about the Happy City Index 2026 project progress or results, as this is closely related to your support (you can opt out of any project update communications at any time). We will not use your data for unrelated marketing, nor share it with third parties for their marketing.
• Data Sharing and Processors: We value your privacy and will never sell your personal information. We will share your data only as needed with trusted third parties who are involved in fulfilling your order or operating our services. This includes JotForm (which hosts the order form and therefore temporarily stores the form submissions), PayPal (which processes your payment), our manufacturing/printing partner (who produces the personalised T-shirt and will need the personalisation details, but they will not use them for any other purpose), and the courier or postal service that delivers your package (which will obviously see your delivery name and address). We have agreements or assurances in place with such providers to ensure they also protect your data and use it only for the purpose of providing the service to us (in GDPR terms, they act as our data processors).
• Data Security: We implement appropriate technical and organisational measures to secure your personal data. For example, the order form data is transmitted to us over encrypted connections, our databases are protected, and access to your data is limited to personnel who need it to perform their duties (e.g., customer service, order fulfillment). Payment transactions occur on PayPal’s secure platform. However, no method of transmission over the internet is 100% secure, so we cannot guarantee absolute security.
• Data Retention: We will retain your personal information for as long as necessary to fulfill your order and handle any post-order matters (such as refunds, reprints, or support queries). After completion of your order, we may keep relevant data for a period required by law or for legitimate business purposes – for example, we might retain order records for accounting and tax purposes, and to have an accurate record of contributions to the Happy City Index project. The name/pseudonym listing on the website (if you consented) will be public for one year as described, but your association with the project may remain in our archives. When your data is no longer needed, we will securely delete or anonymise it.
• Your Rights: Under GDPR, you have the right to request access to the personal data we hold about you, and to request correction of any inaccuracies. You also have the right to request deletion of your data or restriction of processing, and to object to certain processing (though note that if you request deletion of data necessary for fulfilling an ongoing order, we may not be able to complete your order). If you gave consent to be listed on the website, you may withdraw that consent at any time (as noted in the Optional Name Listing section). To exercise any of your data rights, please contact us using the details in the Contact Us section. We will respond in accordance with applicable law.
• Cookies and Analytics: The Website may use cookies or similar technologies to improve user experience or gather analytics. Our [Privacy Policy] provides more information on this. By using the site, you consent to such cookies; you can disable cookies in your browser settings, though the order form might require them to function properly.
• Legal Basis: The legal basis for processing your personal data is primarily contractual necessity – we need your information to fulfill the purchase contract (to make and send your shirt). For the optional website listing, the legal basis is consent (since you must opt-in). For any project update communications, the basis is our legitimate interest in informing supporters of the outcome of the project, but you will always have a clear opt-out option.
For more details, please review our full Privacy Policy or contact us with any questions about your data. By placing an order, you acknowledge our processing of your personal information as described above.
Limitation of Liability
No Indirect or Consequential Damages: To the fullest extent permitted by law, Happy City Hub shall not be liable for any indirect, special, or consequential losses or damages arising out of or in connection with your use of the online shop or purchase of products. This includes, for example, any loss of goodwill, opportunities, or anticipated savings, or any incidental damages from delays or inability to use the Website. Our responsibility is limited to the direct costs and losses that you incur, and only to the extent that they result from our breach of these Terms or our negligence.
Cap on Liability: Except for the types of liability we cannot limit by law (explained below), the maximum aggregate liability of Happy City Hub to you for all claims arising from your purchase or use of our services shall not exceed the total amount you paid us for the T-shirt(s) in question. In other words, if you bought one shirt for £20, our total liability to you for any issue related to that purchase will be at most £20 (in addition to any shipping cost you paid, if relevant).
No Limitation for Certain Rights: Nothing in these Terms seeks to exclude or limit our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot be excluded or limited under applicable law (such as liability under the Consumer Rights Act 2015 for supplying defective products causing injury, or statutory remedies for failing to deliver goods, etc.). Your statutory rights as a consumer are not affected by any provision of these Terms.
Product Use and Third-Party Services: The T-shirts provided are for normal personal use. Happy City Hub is not liable for any injury, damage, or loss resulting from misuse of the product (for example, if you misuse the garment in a way it’s not intended, or have an unusual allergic reaction to the fabric). Additionally, while we facilitate payment through PayPal and use third-party shipping services, we are not responsible for the acts or omissions of those third parties. We will, however, assist you in resolving any issues with payment or delivery as part of our customer service.
Events Outside Our Control (Force Majeure): Happy City Hub will not be liable for any failure to perform, or delay in performing, any of our obligations under these Terms that is caused by events outside our reasonable control. Such events may include, but are not limited to, natural disasters, strikes, war, epidemics/pandemics, government restrictions, fire, floods, or disruption of logistics or telecommunications. In such a case, we will inform you as soon as possible and make reasonable efforts to mitigate the effect and fulfill our obligations as soon as feasible. If a force majeure event significantly hinders our ability to fulfill your order, we may offer you a cancellation and refund.
Amendments to these Terms
Happy City Hub may update or amend these Terms from time to time. Reasons for changes may include changes in the law or regulations, changes in our business practices or services, or to clarify provisions. Whenever we revise the Terms, we will post the updated version on the Website with a new effective date. For significant changes that affect existing orders or ongoing rights, we will notify affected customers via email or a prominent notice on the site.
Continued Use: For new purchases, the Terms in effect at the time of ordering will apply. We encourage you to review the Terms each time you place an order to ensure you understand the conditions that apply at that time. If you do not agree with any changes to the Terms, you should not place further orders. These Terms cannot be amended or modified by any verbal communications – any changes must be made by us in writing (including publishing on the Website).
Governing Law and Jurisdiction
These Terms and Conditions and any contract formed between Happy City Hub and you (the customer) are governed by the laws of England and Wales. This means that the interpretation, validity, and performance of these Terms will be judged under English law.
If any dispute arises between us in relation to your purchase or these Terms, we will attempt to resolve it through friendly negotiation and customer service in the first instance. However, if a resolution cannot be reached, you and we both agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim. If you are a consumer resident outside of England and Wales, you may also have the right to bring proceedings in your country of residence under local consumer protection laws. These Terms do not limit any rights you may have under the mandatory laws of your country, to the extent those apply.
Contact Us
If you have any questions, concerns, or complaints about these Terms or any aspect of your order, please contact us so that we can help. Our contact details are as follows:
• Email: [email protected]
• Postal Address: Happy City Hub Ltd, 35/37 Ludgate Hill, London, EC4M 7JN, United Kingdom
We aim to respond to customer enquiries promptly, typically within 2 business days. For any issues regarding your order (such as needing to correct personalisation details, reporting a faulty product, or enquiring about a late delivery), please provide your order information (order number or details and date) so we can assist you efficiently.
Introduction
These Terms and Conditions (“Terms”) govern the purchase of personalised T-shirts through the online shop on www.happy-city-index.com (“the Website”). The shop is operated by Happy City Hub Ltd (“Happy City Hub”, “we” or “us”), a company registered in England and Wales (Company No. 14563979) with registered address at 35/37 Ludgate Hill, London, EC4M 7JN, United Kingdom. By placing an order for a T-shirt on our Website, you (“the customer” or “you”) agree to be bound by these Terms. Please read them carefully before making a purchase.
Fundraising Purpose of the Shop
Happy City Hub operates this online shop as a purpose-driven fundraising tool, not as a traditional retail business. The primary purpose of sales is to raise funds to support the production of the Happy City Index 2026 – a global research project undertaken by the Institute for Quality of Life. All proceeds from T-shirt sales (after covering production and operational costs) will be used to recruit researchers and develop the Index. By purchasing a T-shirt, you are contributing to this fundraising effort. These T-shirts are offered as a token of appreciation for your support rather than for commercial profit.
Products and Personalisation
Our product is a personalised T-shirt made to order for each customer. Each T-shirt will feature:
• A city name of your choice, selected from our list of GOLD Cities.
• A dedication text of your choice, “City Powered by [Name]”.
When placing an order, you will be asked to provide the exact city name and dedication text you want on your T-shirt. It is your responsibility to ensure that all personalisation details (name spelling, dedication message, etc.) are entered correctly at the time of ordering. We will print the text exactly as provided in the order form. Minor variations in appearance (such as text layout or color shades) may occur, but the overall design will match the description on the Website.
Please note: Because each T-shirt is individually made and personalised for you, no two shirts are identical. The images or samples on our Website are for illustration.
Ordering and Payment
To purchase a T-shirt, you must complete the following steps:
1. Order Form: Fill out the online order form on our Website (provided through JotForm) with all required details. This will include your chosen city name, dedication text, T-shirt size/variant (if applicable), your name, email, and shipping address. Please review your entries for accuracy before submission.
2. Payment via PayPal: After submitting the form, you will be redirected to PayPal to complete the payment. All payments are processed securely through PayPal. You may pay using your PayPal account or an accepted credit/debit card via the PayPal gateway. By making a payment, you agree to PayPal’s terms of service in addition to these Terms.
3. Order Confirmation: Once your payment is successfully processed, we will send you an order confirmation via email. This confirmation will summarise your order details (personalisation details, quantity, price, shipping info) and serve as a receipt of your purchase. Happy City Hub will then begin processing your order.
Pricing: All prices for the T-shirts are listed on the order form or Website. Prices are in British Pound Sterling (GBP) unless stated otherwise. The price includes the cost of the shirt and the personalisation. Any applicable taxes are included in the price (or will be clearly indicated if not). Shipping costs, if any, will be shown at checkout before you complete payment. There are no additional fees beyond what is disclosed.
Payment Terms: Payment in full is required at the time of order. We do not offer cash on delivery or instalment payments. If your payment is not completed or is reversed for any reason, the order will not be fulfilled. We do not collect or store your card details ourselves; all financial transactions are handled by PayPal on their secure platform.
If you encounter any technical issues during payment (for example, if the PayPal window does not load or an error occurs), please contact us (see Contact Us section below) and we will assist in completing your order.
Personalisation and Return Policy
No Right to Cancel or Return: All T-shirts purchased from our shop are custom-made to your personal specifications.This means that you do not have the right to cancel or return the T-shirt after purchase simply because you changed your mind. Under UK consumer law – specifically the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 – tailor-made or personalised items are exempt from the usual 14-day “cooling-off” cancellation period that applies to distance sales. By confirming your order and making payment, your order becomes final and we will begin production of your personalised T-shirt. We cannot accept returns, exchanges or provide refunds for unwanted items or ordering mistakes (such as choosing the wrong size or providing incorrect personalisation) once production has started. Please double-check your order details (size, city name, dedication text) before finalising your purchase.
Exceptions – Faulty or Not as Described: The above does not affect your legal rights regarding product quality. If the T-shirt you receive is defective, damaged, or not as we described at the time of purchase, please inform us immediately. In such cases, you may be entitled to a repair, replacement, or refund in line with the Consumer Rights Act 2015 and other applicable laws. We will work with you to correct any errors that are our fault. For example, if we printed the wrong text or the garment has a manufacturing defect, we will arrange for a replacement or refund at no extra cost to you. We may request evidence of the issue (such as a photo of the defect) to process a replacement. Any claim for a faulty or incorrect item should be made as soon as possible after delivery, ideally within 14 days of receipt.
No Exchanges for Size or Personalisation Errors: Because each item is unique, we cannot offer exchanges (for example, swapping for a different size or a different personalisation) once the shirt is made. Please ensure you select the correct size and provide the correct text at the time of order. If you realise you made a mistake in your order details, contact us immediately after ordering – while we cannot guarantee changes if production has begun, we will try to accommodate corrections if your shirt has not yet been printed.
Production and Delivery
Production Time: All T-shirts are made to order. We require up to 5 business days (Monday–Friday, excluding public holidays) to produce and personalise your T-shirt. This production period begins once your order is confirmed and payment received. We will aim to complete your shirt as quickly as possible within this timeframe. In peak periods or due to unforeseen circumstances, production might take slightly longer, but 5 business days is the typical production time.
Shipping and Delivery: After production, your order will be shipped to the delivery address you provided. We offer international shipping to most countries. The estimated delivery time for shipments is between 3 and 30 days from the date of dispatch, depending on your location:
• For addresses in the United Kingdom or nearby regions, delivery is usually at the shorter end of this range (a few days up to 1–2 weeks).
• For international addresses (e.g. outside the UK), delivery can vary widely. In some cases, it may arrive in about a week (3–7 days), but in other cases it could take several weeks (up to 30 days or occasionally more) especially if delayed in transit or customs.
These delivery times are estimates and not guaranteed. Actual delivery can be affected by factors beyond our control, such as postal service delays, customs processing for international orders, local holidays, or global shipping disruptions. Happy City Hub is not liable for delays in delivery once the package has been handed over to the courier/postal service. However, if your order has not arrived within 30 days of dispatch (or within any specific timeframe we advised), please contact us so we can assist you in tracking the shipment or, if necessary, arranging a replacement.
Notification of Dispatch: We will notify you by email when your T-shirt has been shipped. If available, we will provide tracking information for the package. Please note that not all shipping methods provide door-to-door tracking.
Customs and Import Duties: If you are ordering from outside the United Kingdom, your package may be subject to customs inspections and import duties or taxes according to your country’s regulations. Any such import fees or taxes are the responsibility of the recipient (the buyer). We have no control over these charges and cannot predict their amount. We recommend you check with your local customs office if you are concerned about potential import fees. Failure to pay any import taxes that result in the package being returned or destroyed is not the responsibility of Happy City Hub; in such cases, we may not be able to offer a refund.
Delivery Address: Please ensure the shipping address you provide is accurate and complete. We will deliver to the exact address given in the order confirmation. Happy City Hub is not responsible for non-delivery or mis-delivery if the address information you provided was incorrect or incomplete. If a package is returned to us due to an address error or because it was unclaimed, we will contact you for an updated address and additional shipping payment (if applicable) to resend it.
Risk and Title: Ownership of the T-shirt and the risk of loss or damage passes to you once the item is delivered to you (or a person identified by you to accept delivery). Until that point, the product is our responsibility. This means we will replace or refund items lost or damaged in transit before they reach you. Please inform us if your package arrives open, damaged, or is significantly delayed, so we can take appropriate action with the carrier.
Optional Name Listing in “Our Team” Section
As part of the Happy City Index 2026 initiative, we would like to acknowledge our supporters. When you purchase a T-shirt, you have the option to have your name or a pseudonym listed in the “Our Team” section of the Happy City Index website as a supporter (this is separate from the dedication on the shirt).
• Opportunity to be Listed: On 20 March 2026, we will publish a list of contributors on the “Our Team” page of happy-city-index.com (or the Institute for Quality of Life website) to recognise those who helped make the Happy City Index 2026 possible. If you consent, your chosen name or pseudonym will appear on this list. Your name will remain visible on that page until 19 March 2027 (approximately one year). After that date, the page will be updated or taken down as we prepare for the next year’s index.
• Consent Required: We will only include your name if you give explicit consent. During the order process, you will be asked whether you wish to be listed on the website. If you opt-in (agree) to be listed, you are permitting us to publish the name or pseudonym you provided. If you do not give consent, we will not publish your name or any personal information online. Choosing not to be listed will have no effect on your purchase or the fulfillment of your order – it is entirely optional.
• Name or Pseudonym: You may choose how you want your name to appear. For example, some supporters may use their full name (“Jane Smith”), while others may prefer a first name and last initial (“Jane S.”) or a nickname/pseudonym (“HappyJane”). We reserve the right to ask for clarification or modify the format for consistency (for instance, if someone enters a very long phrase, we might shorten it with their approval).
• Changing Your Mind: If you initially consent to being listed but later decide that you do not want your name on the site, you can withdraw your consent at any time. Contact us (see Contact Us section) with your request, and we will remove your name from the public list as soon as practicable. Similarly, if you did not consent at first but later wish to be added (for example, before the publication date), you can contact us to provide consent, though we cannot guarantee inclusion if the request comes after 20 March 2026.
• No Compensation or Endorsement: The website listing is purely honorary and meant as thanks. It does not signify any employment or formal role in the project, and you will not receive any compensation for being listed. Likewise, being listed does not imply you endorse all aspects of the project; it simply acknowledges your contribution.
• Duration of Listing: As noted, the name will be displayed from 20 March 2026 to 19 March 2027. After this period, the list will be removed or archived. Happy City Hub is not obligated to keep the list accessible beyond this period. However, the fact of your contribution will remain recorded in our internal records.
Acceptable Content for Names and Dedications
Happy City Hub supports positive and inclusive values. We therefore reserve the right to refuse or remove any text for personalisation or any name for listing that we deem inappropriate, offensive, or unlawful. This applies both to the dedication printed on the T-shirt and the name/pseudonym published on our website (if you consent). By submitting a dedication or name, you agree that it adheres to the following content standards:
• No Offensive Language or Hate Speech: The text must not contain profanity, vulgar or obscene language, or any slurs or content that is abusive, harassing, hateful, or discriminatory (whether based on race, religion, gender, sexual orientation, disability, or any other characteristic).
• No Defamatory or Illegal Content: The text must not defame any person or organisation, and must not include content that is unlawful, incites illegal activity, or infringes on the legal rights of others. For example, do not use a dedication that includes someone else’s full name or trademarked slogan without permission.
• No Political or Extremist Messages: While we respect freedom of expression, this fundraising project is not a forum for political statements. We will not print or publish messages that promote extremist ideologies, political campaigns, or propaganda.
• Respectful and Appropriate: Dedications should be in the spirit of the project (supporting happiness and quality of life). We encourage positive, uplifting messages. We reserve the right to reject messages that we feel are not in line with the ethos of the Happy City Index initiative.
If your proposed dedication or name violates these standards, we will contact you to request an alternative text. If we cannot agree on an acceptable replacement, Happy City Hub may cancel your order and issue you a full refund rather than produce a T-shirt with unacceptable content. We also reserve the right to omit or alter (e.g., abbreviate or anonymise) a name on the website list if, after the fact, we determine it violates these standards or could lead to offense. In extreme cases (e.g., a user intentionally submits malicious content), we may ban that individual from future purchases or take other appropriate action.
Our decision on acceptable content is final. However, we assure you that our goal is not to censor genuine expressions of support – these guidelines are in place to ensure that all content associated with the Happy City Index project remains positive, lawful, and appropriate for a broad audience.
Website Availability and Technical Issues
We strive to keep the Website and order form functional and available at all times so you can place orders conveniently. However, we do not guarantee that the Website (or any part of it, including the JotForm order form) will be available uninterrupted or error-free at all times. From time to time, maintenance, updates, or technical problems may render the site or forms temporarily unavailable.
In the event of any technical issues:
• Planned Maintenance: We may need to take the Website offline for scheduled maintenance or updates. We will try to perform such maintenance during off-peak hours and to notify users in advance (for example, via a notice on the site) if it will significantly affect the ability to place orders.
• Unplanned Downtime: If the Website or order form becomes unavailable unexpectedly (due to server issues, software bugs, denial of service attacks, or other technical failures), Happy City Hub will make reasonable efforts to restore service as soon as possible. Our team will work to diagnose and fix the problem or provide an alternative method for you to place an order if the outage is prolonged.
• Liability for Technical Issues: Happy City Hub shall not be held liable for any loss of opportunity, inconvenience, or other damages that may result from the Website being offline or malfunctioning, provided that we have taken reasonable steps to restore functionality. For example, if the site is down on the last day of a promotion or fundraising campaign, we will endeavor to honor valid orders that couldn’t be placed in time due to the outage, once the system is back online. However, we cannot compensate for any indirect losses or costs you incur due to site downtime.
• User Responsibilities: It is your responsibility to ensure you have the necessary technology to access the Website (compatible browser, internet connection, etc.). If you experience problems submitting an order, we recommend trying again after a short wait, and if the issue persists, contacting us directly. We can assist by taking your order via an alternative channel (such as email) if needed, when Website issues are preventing an online order.
Please note that while we take website security seriously, we cannot guarantee that the Website will be free from malicious interference (such as viruses or hacking). You should use your own virus protection software when browsing and ordering. We will not be liable for any harm to your computer system or loss of data that results from use of the Website, except as required by law.
Privacy and Data Protection
Your privacy is important to us. Happy City Hub will collect and process personal data from you when you use our online shop, and we do so in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This section summarises how we handle your data:
• Data Collected: The information we collect during the order process includes your name, contact details (such as email, postal address, phone number if provided), and order details (chosen city, dedication text, T-shirt size, etc.). If you consent to be listed on our website, we also record that consent and the name/pseudonym to be used. Payment information is processed by PayPal; we do not receive your credit card number or PayPal password, but we do receive confirmation of payment and necessary details to match your payment to your order (such as your PayPal email and transaction ID).
• Use of Data: We will use your personal data only for specified purposes: to process and fulfill your T-shirt order (including production and delivery), to contact you with updates or issues regarding your order, and — if you have given consent — to include your name on the “Our Team” supporter list for Happy City Index 2026. We may also use your contact details to send you information about the Happy City Index 2026 project progress or results, as this is closely related to your support (you can opt out of any project update communications at any time). We will not use your data for unrelated marketing, nor share it with third parties for their marketing.
• Data Sharing and Processors: We value your privacy and will never sell your personal information. We will share your data only as needed with trusted third parties who are involved in fulfilling your order or operating our services. This includes JotForm (which hosts the order form and therefore temporarily stores the form submissions), PayPal (which processes your payment), our manufacturing/printing partner (who produces the personalised T-shirt and will need the personalisation details, but they will not use them for any other purpose), and the courier or postal service that delivers your package (which will obviously see your delivery name and address). We have agreements or assurances in place with such providers to ensure they also protect your data and use it only for the purpose of providing the service to us (in GDPR terms, they act as our data processors).
• Data Security: We implement appropriate technical and organisational measures to secure your personal data. For example, the order form data is transmitted to us over encrypted connections, our databases are protected, and access to your data is limited to personnel who need it to perform their duties (e.g., customer service, order fulfillment). Payment transactions occur on PayPal’s secure platform. However, no method of transmission over the internet is 100% secure, so we cannot guarantee absolute security.
• Data Retention: We will retain your personal information for as long as necessary to fulfill your order and handle any post-order matters (such as refunds, reprints, or support queries). After completion of your order, we may keep relevant data for a period required by law or for legitimate business purposes – for example, we might retain order records for accounting and tax purposes, and to have an accurate record of contributions to the Happy City Index project. The name/pseudonym listing on the website (if you consented) will be public for one year as described, but your association with the project may remain in our archives. When your data is no longer needed, we will securely delete or anonymise it.
• Your Rights: Under GDPR, you have the right to request access to the personal data we hold about you, and to request correction of any inaccuracies. You also have the right to request deletion of your data or restriction of processing, and to object to certain processing (though note that if you request deletion of data necessary for fulfilling an ongoing order, we may not be able to complete your order). If you gave consent to be listed on the website, you may withdraw that consent at any time (as noted in the Optional Name Listing section). To exercise any of your data rights, please contact us using the details in the Contact Us section. We will respond in accordance with applicable law.
• Cookies and Analytics: The Website may use cookies or similar technologies to improve user experience or gather analytics. Our [Privacy Policy] provides more information on this. By using the site, you consent to such cookies; you can disable cookies in your browser settings, though the order form might require them to function properly.
• Legal Basis: The legal basis for processing your personal data is primarily contractual necessity – we need your information to fulfill the purchase contract (to make and send your shirt). For the optional website listing, the legal basis is consent (since you must opt-in). For any project update communications, the basis is our legitimate interest in informing supporters of the outcome of the project, but you will always have a clear opt-out option.
For more details, please review our full Privacy Policy or contact us with any questions about your data. By placing an order, you acknowledge our processing of your personal information as described above.
Limitation of Liability
No Indirect or Consequential Damages: To the fullest extent permitted by law, Happy City Hub shall not be liable for any indirect, special, or consequential losses or damages arising out of or in connection with your use of the online shop or purchase of products. This includes, for example, any loss of goodwill, opportunities, or anticipated savings, or any incidental damages from delays or inability to use the Website. Our responsibility is limited to the direct costs and losses that you incur, and only to the extent that they result from our breach of these Terms or our negligence.
Cap on Liability: Except for the types of liability we cannot limit by law (explained below), the maximum aggregate liability of Happy City Hub to you for all claims arising from your purchase or use of our services shall not exceed the total amount you paid us for the T-shirt(s) in question. In other words, if you bought one shirt for £20, our total liability to you for any issue related to that purchase will be at most £20 (in addition to any shipping cost you paid, if relevant).
No Limitation for Certain Rights: Nothing in these Terms seeks to exclude or limit our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot be excluded or limited under applicable law (such as liability under the Consumer Rights Act 2015 for supplying defective products causing injury, or statutory remedies for failing to deliver goods, etc.). Your statutory rights as a consumer are not affected by any provision of these Terms.
Product Use and Third-Party Services: The T-shirts provided are for normal personal use. Happy City Hub is not liable for any injury, damage, or loss resulting from misuse of the product (for example, if you misuse the garment in a way it’s not intended, or have an unusual allergic reaction to the fabric). Additionally, while we facilitate payment through PayPal and use third-party shipping services, we are not responsible for the acts or omissions of those third parties. We will, however, assist you in resolving any issues with payment or delivery as part of our customer service.
Events Outside Our Control (Force Majeure): Happy City Hub will not be liable for any failure to perform, or delay in performing, any of our obligations under these Terms that is caused by events outside our reasonable control. Such events may include, but are not limited to, natural disasters, strikes, war, epidemics/pandemics, government restrictions, fire, floods, or disruption of logistics or telecommunications. In such a case, we will inform you as soon as possible and make reasonable efforts to mitigate the effect and fulfill our obligations as soon as feasible. If a force majeure event significantly hinders our ability to fulfill your order, we may offer you a cancellation and refund.
Amendments to these Terms
Happy City Hub may update or amend these Terms from time to time. Reasons for changes may include changes in the law or regulations, changes in our business practices or services, or to clarify provisions. Whenever we revise the Terms, we will post the updated version on the Website with a new effective date. For significant changes that affect existing orders or ongoing rights, we will notify affected customers via email or a prominent notice on the site.
Continued Use: For new purchases, the Terms in effect at the time of ordering will apply. We encourage you to review the Terms each time you place an order to ensure you understand the conditions that apply at that time. If you do not agree with any changes to the Terms, you should not place further orders. These Terms cannot be amended or modified by any verbal communications – any changes must be made by us in writing (including publishing on the Website).
Governing Law and Jurisdiction
These Terms and Conditions and any contract formed between Happy City Hub and you (the customer) are governed by the laws of England and Wales. This means that the interpretation, validity, and performance of these Terms will be judged under English law.
If any dispute arises between us in relation to your purchase or these Terms, we will attempt to resolve it through friendly negotiation and customer service in the first instance. However, if a resolution cannot be reached, you and we both agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim. If you are a consumer resident outside of England and Wales, you may also have the right to bring proceedings in your country of residence under local consumer protection laws. These Terms do not limit any rights you may have under the mandatory laws of your country, to the extent those apply.
Contact Us
If you have any questions, concerns, or complaints about these Terms or any aspect of your order, please contact us so that we can help. Our contact details are as follows:
• Email: [email protected]
• Postal Address: Happy City Hub Ltd, 35/37 Ludgate Hill, London, EC4M 7JN, United Kingdom
We aim to respond to customer enquiries promptly, typically within 2 business days. For any issues regarding your order (such as needing to correct personalisation details, reporting a faulty product, or enquiring about a late delivery), please provide your order information (order number or details and date) so we can assist you efficiently.
Last Updated: 4 May 2025
By purchasing a T-shirt through the Happy City Index online shop, you acknowledge that you have read, understood, and agree to these Terms and Conditions. Thank you for your support in the Happy City Index 2026 project. Your contribution is greatly appreciated and will help advance our global research initiative.