pectusconnectus@gmail.com
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Terms and Conditions

Last Updated: 17/09/2026

1. Who we are

PectusConnectUs (“PCU”, “we”, “us”) is a trading name of PectusConnectUs registered in England and Wales under 3702034490. Registered address: 25 Hatton Lane, Northwich, Cheshire, CW8 1JY, United Kingdom.
Email: pectusconnectus@gmail.com. WhatsApp: +44 7700 182820.

These Terms apply to every order. Together with our Return, Refund & Warranty Policy, Privacy Policy, App Privacy Notice, Safety & Warnings and Shipping & Delivery they form your agreement with us. Each document governs its own topic, where they overlap, the more specific document applies.

2. What we do — and what we do not do

We design and manufacture custom-made, non-surgical orthotic devices for chest wall deformities: vacuum bells, soft braces and hard braces. With every device we provide access to our coaching app, which includes progress tracking and a specialised exercise programme.

We are a device manufacturer. We are not doctors, a clinic or a healthcare provider. We do not examine, diagnose or treat, and we do not decide whether a device is medically suitable for you — your doctor does.

3. Definitions

  • Client / you: the person who places the order. If the device is for someone under 18, the Client is their parent or legal guardian.
  • User: the person who wears the device and uses the app.
  • Consumer: a Client acting for purposes outside their trade or profession.
  • Professional Client: a physiotherapist, case manager or other professional ordering for a patient.
  • Device: a custom-made vacuum bell, soft brace or hard brace, with its accessories.
  • App: the PCU coaching and progress-tracking application.
  • Design Approval: your acceptance of the 3D design and Devices shown in your personal preview video, given when you place and pay for your order. Production starts only after Design Approval and payment.

4. Before you order

  • The User must be examined by a qualified doctor who confirms that non-surgical treatment with the chosen device is appropriate. We may ask for this written recommendation before production.
  • Read our Safety & Warnings, especially the contraindications.
  • You must provide accurate photos, videos and measurements following our guide. The fit of the Device depends on them.

5. How the contract is formed

  1. Descriptions, photos and prices on our website are not offers.
  2. You send us photos, videos and measurements following our guide. This is free and without obligation.
  3. We create a 3D model of your chest, design your Devices, and send you a personal preview video presenting both. This is also free.
  4. If you want to go ahead, you give Design Approval and pay. The price in your preview is valid for 30 days.
  5. The contract is formed when we confirm your order by email.
  6. We may decline to prepare a design or accept an order — for example, if your information shows a contraindication or your photos are unusable. If you have already paid, we refund you in full.

The process: photos, videos and measurements → free 3D model → free preview video → Design Approval and payment → production (about 4 weeks) → dispatch. You get App access when we dispatch your Device, or earlier if you ask.

6. Prices and payment

  • Full payment is due when you give Design Approval. The 3D model and preview video before that are free.
  • We accept PayPal, debit and credit cards, cryptocurrency and any other method shown at checkout. Refunds of crypto payments are made in the same cryptocurrency at the value in currency on the payment date.
  • Shipping costs are shown at checkout. Import duties, taxes and customs charges in your country are not included and are payable by you (see Shipping & Delivery).

7. Cancellation

  • Devices are made to your specifications, so the statutory 14-day cancellation right does not apply to them (UK Consumer Contracts Regulations 2013, reg. 28(1)(b); EU Directive 2011/83/EU, art. 16(c)).
  • Your 3D model and preview video are free and without obligation. If you do not approve the design, you owe us nothing.
  • Once you have given Design Approval and paid, production starts and the order cannot be cancelled or refunded, except as set out in our Return, Refund & Warranty Policy or where the law requires.

8. Your responsibilities

  • Give us complete and accurate information, including any health condition listed as a contraindication.
  • Follow our photo and measurement guide, and check the design carefully before approving it.
  • Use the Device only as instructed and under ongoing medical supervision.
  • Send progress photos through the App as requested. We need them for fit support and warranty assessment.
  • If you do not provide what we need, we may pause work and tell you in writing. Delivery dates move accordingly.

9. Quality of our Devices

Every Device will match its description, be made to your approved specifications, be of satisfactory quality and be reasonably fit for the purpose described on our website. We do not promise a particular treatment result, degree of correction or timeline, because these depend on factors outside our control. Our Fit Guarantee and warranties are set out in the Return, Refund & Warranty Policy.

10. The App

  • App access is included with your Device, from dispatch or earlier on request, for the duration of your treatment (or for 12 months if you bought the coaching only).
  • Coaching, messages and the exercise programme are general guidance on using the Device. They are not medical advice, diagnosis or monitoring, and messages are not for emergencies. We aim to reply within 2 business days.
  • Check the exercise programme with your doctor or physiotherapist, and stop any exercise that causes pain.
  • Keep your login details secure. For Users under 18, the parent or guardian manages the account.
  • We may suspend access if the App is misused. How we handle App data is explained in the App Privacy Notice.

11. Photos, measurements and case presentation

We use the photos, videos and measurements you send to prepare your 3D model and preview video, to design, make and adjust your Device, and to track progress. We use them to present your case (for example on our website, social media or in educational material)
We never show your face, your name or any information that identifies you, and you can withdraw consent at any time.

12. Liability

  • Nothing in these Terms limits our liability for death or personal injury caused by our negligence, for fraud, for defective products, or for anything else the law does not allow us to limit. Your statutory rights as a consumer are not affected.
  • We are responsible for foreseeable loss caused by our breach of these Terms or our negligence.
  • We are not responsible for loss caused by: using a Device against our Safety & Warnings or without medical supervision; inaccurate information you gave us; events outside our control; or loss that was not foreseeable.
  • For Professional Clients: we are not liable for business losses, and our total liability per order is limited to the price paid for that order.

13. Events outside our control

If carriers, customs, material shortages or similar events delay your order, we will tell you promptly and minimise the delay.

14. Complaints

  1. Email pectusconnectus@gmail.com with your order number, a description of the issue, and photos or videos.
  2. We acknowledge your complaint within 2 business days and send a full response within 14 days. If we need longer, we tell you why and when to expect it.
  3. If we cannot resolve it, consumers in the EU can find their national dispute resolution bodies at consumer-redress.ec.europa.eu/dispute-resolution-bodies; UK consumers can contact Citizens Advice. You can also go to court.

Complaints about your personal data are handled as described in our Privacy Policy.

15. Governing law

These Terms are governed by the law of England and Wales. If you are a consumer living in another country, you keep the protection of the mandatory consumer law of that country and may bring proceedings in your local courts. Professional Clients agree to the exclusive jurisdiction of the courts of England and Wales.

16. Changes to these Terms

We may update these Terms. The version in force when you placed your order applies to that order. We will notify App users of material changes to App-related terms by email or in the App at least 30 days in advance.

17. Contact

PectusConnectUs · 25 Hatton Lane, Northwich, Cheshire, CW8 1JY, United Kingdom · pectusconnectus@gmail.com