Terms & Conditions - Virtual Golf Systems

Terms & Conditions — Virtual Golf Systems

Last Updated: September 2026
Trading Name: Virtual Golf Systems
Legal Entity: Virtual Golf Ltd (Company No. 14477009, Registered in England & Wales)
Contact Email: info@virtualgolfsystems.co.uk

1. Online Purchasing & Contract Formation

Ordering: By placing an order on our website, you are making an offer to purchase the goods.
Order Acknowledgement: On receiving your order, we will send you an email confirming receipt. This email is an acknowledgement only and does not constitute acceptance of your order.
Contract Formation: A legally binding contract between you (the customer) and Virtual Golf Ltd (trading as Virtual Golf Systems) under the laws of England and Wales is only formed when we dispatch your goods and send you a shipping confirmation email. We reserve the right to cancel any order prior to dispatch due to pricing errors, stock unavailability, or suspected fraud.

2. Consumer vs. Business Sales

Consumer Status: Sections 5 and 6 of these Terms apply strictly to Consumers (individuals purchasing goods wholly or mainly outside their trade, business, craft, or profession).
Business-to-Business (B2B) Sales: If you are purchasing goods on behalf of a business, commercial venture, golf club, or corporate entity, you do not qualify as a consumer under UK law. For B2B sales, all orders are final. The statutory 14-day cancellation cooling-off period does not apply, and any returns or order cancellations are subject to the sole discretion of Virtual Golf Systems and may be subject to a restocking fee.

3. Prices and Shipping

Shipping Charges: Most of our products are delivered free of charge to standard UK mainland addresses. However, larger, heavier items, or remote locations may incur a delivery charge.
Calculation: Shipping costs are calculated and added during the checkout process based on item weight and your location.
Pre-order Queries: If you require a shipping or postage quote before ordering, you can contact us directly via our live WhatsApp link on the store dashboard.
Title of Goods: All goods remain the property of Virtual Golf Systems until we have received payment in full.

4. Technical Support Boundaries

Included Remote Support: Virtual Golf Systems provides standard remote software setup assistance and initial hardware calibration support for up to 60 days from the date of delivery.
Exclusions: Ongoing IT troubleshooting, local wireless or internet network interference resolution, third-party computer system or operating system updates, and advanced graphic card driver reconfigurations after this 60-day period are not included as standard. Ongoing support may be subject to separate tech-service charges or formal maintenance agreements.

5. Delivery, Pallet Access, and Environment Readiness

In-Stock Items: If goods are in stock, we aim to dispatch them within 2 working days.
Out-of-Stock Items: If an item is out of stock, we may arrange for our manufacturer or supplier to dispatch the product directly to you. Alternatively, we will contact you via telephone or email with an estimated delivery timeframe.
Contact Information: Please ensure you provide an accurate, up-to-date email address and phone number at checkout so we can provide shipping updates.
Delivery Methods: Goods are normally sent via First Class post or by courier for larger items. First Class post does not guarantee next-day delivery.
Signatures: For high-value items, golf simulators, and tracking hardware, an adult must be present to sign for and receive the goods.
Large Deliveries & Pallet Access: Many of our golf simulator packages and heavy hardware components are delivered via freight on large pallets. It is the customer’s sole responsibility to ensure that the delivery address has adequate vehicle access and a suitable offloading area. Failed deliveries resulting from restricted access, weight limits, or the absence of an adult to accept delivery will incur a re-delivery fee.
Environment Readiness (The Dust Clause): High-end tracking hardware, launch monitors, and projectors contain highly sensitive optical sensors. Customers must ensure that the installation environment is clean, dry, and entirely free from excessive airborne dust, plaster residue, or active construction debris before unboxing and operating the electronics. Hardware damage caused by operating equipment in adverse room conditions is not covered under warranty.
Delays: Delivery timeframes are estimates only. Virtual Golf Systems is not liable for financial losses, secondary costs, or installation delays caused by courier or manufacturer bottlenecks.
Direct Partner Fulfillment and Split Deliveries:
Virtual Golf Systems operates an integrated direct-fulfillment supply network. We work closely with several leading golf industry manufacturers, authorized trade distributors, and retail partners. Consequently, some or all of the products in your order may be dispatched and delivered directly from these respective partners rather than from a central Virtual Golf Systems warehouse.
If your order contains multiple distinct components (for example, a tracking launch monitor paired with a structural hitting enclosure), these items may be handled by different courier networks and arrive as separate deliveries on different days. You will be provided with individual tracking details for each separate shipment as they become available from our partners.

6. Right to Cancel & Returns (UK Consumer Contracts Regulations)

Cooling-Off Period: For Consumer customers, you have a statutory right to cancel your order for any reason within 14 calendar days starting from the day after you (or a third party indicated by you) receive physical possession of the goods.
Exemptions (Custom & Bespoke Goods): The 14-day cancellation cooling-off period does not apply to any goods that are custom-built, tailor-made, or personalized to your specific dimensions or requirements (such as custom-sized hitting screens, custom enclosure packages, or bespoke software licenses).
Notification: To exercise your right to cancel, you must inform us clearly by emailing info@virtualgolfsystems.co.uk within this 14-day window.
Returns Window: You must return the goods to us at your own expense within 14 calendar days of notifying us of your cancellation.
Return Shipping: We strongly recommend using a recorded, fully tracked, and insured delivery service, as we cannot take responsibility for items lost or damaged in transit back to us.
Condition of Goods: You must take reasonable care of the goods while they are in your possession. Under the regulations, we reserve the right to make a deduction from your refund if the value of the goods has been diminished by unnecessary handling (e.g., software activation, unboxing components beyond what is necessary to inspect them, or handling beyond what would be reasonably permitted in a physical shop).

Faulty Goods, Warranties, and High-Wear Consumables

Quality Standard: We aim to ensure all items arrive in perfect condition.

Statutory Faulty Items Window: For Consumer customers, under the Consumer Rights Act 2015, if your goods arrive faulty, unfit for purpose, or not as described, you have an automatic statutory right to a full refund or replacement within 30 calendar days of delivery. Please contact us immediately at info@virtualgolfsystems.co.uk with photos or video descriptions of the issue so we can arrange this with our supplier.

Standard 12-Month Manufacturer Warranties: For faults or technical issues that develop after the initial 30-day statutory window, the products are covered strictly under the individual manufacturer’s standard 12-month commercial warranty (unless a longer warranty period is explicitly stated by the brand). Virtual Golf Systems will assist you in initiating a warranty claim with the manufacturer, but the final repair, component replacement, or service execution remains the sole legal and technical responsibility of the respective manufacturer.

Consumable Wear & Tear Exclusions: Due to the physical impact nature of golf simulation products, all standard product warranties and manufacturer guarantees strictly exclude the natural wear, tear, fraying, and degradation of high-impact components. This includes, but is not limited to, golf impact screens, hitting mats, baffle nets, turf, and side foam padding. These items are classified as consumables and their lifespan depends entirely on user swing speed, golf ball condition, and frequency of use.

Required Screen Care and Maintenance Compliance:

Impact screens are highly technical textile components. To maintain warranty eligibility during the initial 30-day window and maximize the product’s operational lifespan, the customer must strictly adhere to the following care and upkeep protocols:

Clean Balls and Club Enforcement: The customer must only use 100% clean, relatively new golf balls that are entirely free from mud, grass stains, scuffs, cuts, or permanent marker pen ink (such as Sharpie alignment lines). Dirt or markings on the ball or clubface will transfer instantly upon high-velocity impact, grinding debris into the weave, causing irreversible fiber friction burns, staining, and fabric tearing.
Installation Tension and Wall Clearance: The screen must be installed with a minimum clearance gap of 12 to 16 inches from any rear structural wall or hard surface to allow for safe ball deceleration. The screen must be hung flat enough to remove major wrinkles but loose enough to absorb ball impacts without creating extreme bounce-back or excessive localized material stress.
Cleaning Limitations: For routine maintenance, the screen surface must only be gently wiped down with a dry, clean microfiber cloth or a soft-bristle brush to remove loose dust. For localized spot cleaning, use a damp microfiber cloth with a minimal amount of mild, pH-neutral soap. The use of harsh industrial chemicals, bleach, abrasive cleaning pads, household glass cleaners, garment steamers, or pressure washers is strictly prohibited and instantly voids all product claims.
Crease and Storage Management: The screen must be allowed to air dry completely before being stored or rolled up. Moisture trapped within the rolled fabric will cause permanent mildew staining and odor degradation. If the screen must be taken down, it must be rolled loosely rather than tightly folded, as hard creases can permanently warp the projection surface quality.

Failure to follow these basic equipment maintenance instructions constitutes unnecessary handling and user negligence, which will invalidate any structural defect claims.

8. Payments and Refunds

Secure Processing: Credit and debit card payments are processed securely on our website. We do not store or see your full credit card numbers.
Refund Method: When a refund is issued, the amount will automatically be credited back to the original payment method or credit card account used to place the order.

9. Limitation of Liability

Liability Cap: To the maximum extent permitted by law, the total liability of Virtual Golf Ltd (trading as Virtual Golf Systems) for any claim, loss, damage, or breach arising out of or in connection with the supply of goods shall be strictly limited to the total price paid by the customer for the specific goods in question.
Exclusion of Consequential Loss: We shall not be liable for any indirect, special, or consequential loss or damage, including but not limited to loss of profit, loss of business, loss of revenue, or commercial downtime. Nothing in this clause limits or excludes our liability for death or personal injury caused by our negligence.

10. Privacy, Data Protection, and UK GDPR

Compliance: We are committed to protecting your privacy. We process all customer data strictly in accordance with the UK GDPR and the Data Protection Act 2018.
Data Usage: We collect your information (name, billing address, shipping address, telephone number, and email address) strictly to process your order and provide customer support.
Third-Party Sharing: We do not sell or trade your data. However, to fulfill your contract, we must share your delivery details with our trusted couriers and third-party manufacturing suppliers who drop-ship or deliver goods directly on our behalf.
Marketing: We will never send you marketing emails in the future unless you have given us your explicit consent to do so at checkout.
Your Rights: You have the right to request a copy of the data we hold about you, or to request that we correct inaccuracies or delete your data, subject to our legal record-keeping requirements for tax purposes.

11. Complaints & Dispute Resolution

Resolution: If you have any cause for complaint, please contact us first via email at info@virtualgolfsystems.co.uk.
Timeframes: We aim to acknowledge and address all complaints within the same working day where possible, or within a maximum of 3 working days.
Governing Law: These terms and any dispute arising from them are governed by and construed in accordance with the laws of England and Wales, and the parties submit to the exclusive jurisdiction of the courts of England and Wales.