11–13. Enquiries and client relationship. A Confidential Review enquiry does not create a client relationship, oblige Richmond to accept a matter, constitute legal advice or guarantee a consultation. Prospective clients should not submit unnecessary sensitive documents through the public enquiry form. Before accepting a matter, Richmond may carry out conflict, identity, background, scope, suitability and risk checks, and may decline matters that are unlawful, unsuitable, unsupported by evidence or present disproportionate risk. 14–20. Terms of Business. An engagement arises only when Richmond confirms acceptance and the required engagement documentation has been agreed. The agreed documents govern the scope, fees and deliverables. Richmond provides services with reasonable care and skill; clients must provide accurate, complete and genuine information, comply with verification requests, and must not seek assistance with unlawful conduct, fraud, sanctions evasion, identity deception, fabricated evidence or misleading institutions. Richmond cannot control independent third-party decisions and does not guarantee removal of information, account approval or any particular remediation outcome. 21–25. Fees and payment. Fees, VAT, payment arrangements, late payment steps and material external costs are governed by the relevant engagement documents and invoices. 26–28. Cancellation and ending an engagement. Statutory consumer cancellation rights may apply. Clients may terminate in writing subject to fees and costs fairly due; Richmond may suspend or terminate for non-payment, false information, unlawful objectives, conflicts, regulatory concerns or a breakdown of trust. 29–32. Communications and confidentiality. Richmond may communicate through agreed channels and treats client information as confidential, subject to lawful disclosure and service-delivery needs. 33–35. Data protection and intellectual property. Personal information is handled under the Privacy Notice. Client documents remain the client’s property; Richmond retains rights in its methodologies, templates and know-how. 36–39. Liability. Richmond remains responsible for foreseeable loss caused by its own failure to perform with reasonable care and skill, subject to applicable law; liability cannot be excluded for death or personal injury caused by negligence, fraud, or rights that cannot legally be excluded. 40–41. Complaints and changes. Complaints should be sent to enquiries@richmondstatutory.co.uk. We may update these terms from time to time. 42–48. General contract terms. The agreement is formed by the relevant engagement documents and these terms; severability, no waiver, assignment, third-party rights, governing law and jurisdiction apply as set out in the full terms. These terms are governed by the laws of England and Wales, with consumer protections preserved.