Policies

Outstanding Inside LTD. Company number 17260246. Updated 5 November 2026.

Contact: monalisa@outstandinginside.co.uk.

Privacy · Cookies · Products, delivery and returns · Services and website terms · Complaints and accessibility

Privacy notice

Outstanding Inside LTD is responsible for personal information collected through this website and our business enquiries. Contact Monalisa Oproiu using the email above about privacy or to exercise your rights.

Information you provide

When you contact us, request a resource, arrange a meeting or place an order, we collect the information you submit. This can include your name, role, organisation, email, telephone number, message, appointment details, delivery and billing details, and the personalisation requested for an order. Please provide only information relevant to your request.

Please do not include resident names, care records, health information or identifiable resident photographs in public enquiry forms or ordinary booking notes. If a project requires personal information about residents or staff, the purpose, access arrangements, responsibilities, lawful basis and secure transfer method must be agreed separately before it is shared. This website notice does not replace those project arrangements.

Why we use information

We use enquiry information to respond, prepare proposals and maintain business correspondence. Our usual basis for business contact information is our legitimate interest in communicating with potential and existing clients. Where you are personally entering a contract, processing necessary to take steps at your request or perform that contract may apply. We use order and booking information to administer the requested transaction or meeting. We retain accounting information where legal obligations require it. We assess the appropriate lawful basis for each purpose. Receiving a requested resource is not agreement to receive unrelated marketing.

Squarespace hosts this website. Visiting it can generate technical information such as IP address, browser and device information, pages requested and security logs. Optional measurement or tracking must follow the choices explained in our cookie notice and any consent required by law.

Website forms use Google reCAPTCHA to help prevent spam and abuse. Google may process technical information about your browser, device and interaction with the form for this purpose. See Google’s privacy policy and terms.

Our meeting booking page uses Google Calendar, and virtual meetings use Google Meet. Your name, email address and appointment details are used to arrange the meeting and send joining information. The Google booking page opens separately from this website.

Where you separately opt in to news and updates, we use the details you provide for that purpose on the basis of consent. You can withdraw that consent by contacting Monalisa or using an unsubscribe option where provided.

Sharing and keeping information

Information is shared only as needed for the relevant purpose, including with website and form services, business email and calendar services, appointment providers, payment providers, printers and delivery services, and professional advisers. A printer needs the approved artwork and personalisation; a delivery provider needs the delivery details. We may also disclose information where required by law. External services may process information under their own privacy notices. Ask us for details of the suppliers relevant to your enquiry or order.

We keep information for as long as needed for its purpose. Relevant factors include whether an enquiry is active, the duration of a client relationship, delivery and complaint handling, legal accounting requirements and the period in which a legal claim may arise. Information no longer needed should be deleted or anonymised. Specific project retention arrangements are agreed separately.

Some technology providers may process information outside the UK. Before using such a provider, appropriate transfer arrangements must be in place where required by UK data protection law. Contact us for information about the arrangements applicable to your data and how to obtain a copy of relevant safeguards.

Your rights

Depending on the circumstances, you may request access, correction, erasure, restriction or portability of your information, or object to processing. You may withdraw consent where processing relies on it, without affecting earlier lawful processing. Rights are subject to legal conditions and exceptions. Contact Monalisa using the email above. You may also complain to the Information Commissioner’s Office. Contacting us first does not remove that right.

If information is required to fulfil an order or booking and you do not provide it, we may be unable to complete that request. This notice will be updated when relevant processing changes.

Cookies and website technologies

Cookies and similar technologies can remember information on your device. Squarespace supplies the website platform. Technologies used for security, shopping baskets and requested website functions serve different purposes from optional analytics or advertising.

Where consent is required, optional technologies must remain off until you choose to accept them. Rejecting optional cookies should not stop you contacting Outstanding Inside. You can also use your browser settings to remove or block stored cookies, although blocking essential functions may affect shopping or forms. Any available cookie settings on this site should let you revisit your choices.

Following a social link or opening a third party booking or payment page takes you to a service with its own technology and privacy practices. An embedded service may also contact its provider when it loads. Check that provider’s notice before using it. Email Monalisa for questions about website technologies or an accessible way to make an enquiry.

Product terms delivery and returns

Your personalised order

Artwork is made to order and personalised with the care home name you supply. Check the selected artwork, quantity, size, personalisation spelling and delivery details before ordering. Contact Monalisa promptly if you notice an error. Changes may not be possible once production begins. Any price for an agreed change must be confirmed before you accept it.

The cookie banner offers Accept all, Decline all and Manage cookies. Performance and Analytics, and Advertising, are off by default until you choose to enable them. Necessary technologies remain active for core website functions. You can revisit your choices at any time using Cookie Preferences. Declining optional cookies does not stop you emailing Outstanding Inside. You can also remove or block cookies in your browser, although blocking necessary functions may affect shopping or forms.

Squarespace’s visitor Activity Log is disabled on this website. See Squarespace’s cookie guide for the platform’s cookie names, purposes and lifetimes. Which technologies apply depends on the functions you use and your choices.

Forms use Google reCAPTCHA for spam and abuse protection. For information about how Google handles this technical information, see Google’s privacy policy. You can email Monalisa if you prefer not to use an online form.The product page and checkout should show the price and applicable delivery charges before payment. Do not proceed if the total or delivery arrangements are unclear; contact us first. Product descriptions specify the materials and dimensions supplied. Frames, installation or accessories are included only where expressly stated.

Production and delivery

Allow up to two weeks for delivery from the date we confirm that your personalised order has been sent to print. This is not two weeks from the date you first enquire or pay. Any artwork approval and missing personalisation details must be resolved before printing. The expected production start and delivery timetable should be confirmed before you commit to the order. If a material delay arises, we will discuss the revised timetable and any rights or options available to you. This wording does not remove rights arising from an agreed delivery deadline or applicable law.

Changing your mind

The usual consumer right to cancel an online order because you change your mind does not apply to goods made to your specifications or clearly personalised. Artwork carrying your care home name falls within that description. We therefore do not accept change of mind returns for those personalised products. This does not exclude rights concerning faulty, damaged, incorrectly supplied or misdescribed goods. If we supply any standard goods that are not personalised, the applicable consumer cancellation rights remain available.

Damage faults or incorrect supply

Contact Monalisa with your order reference and a description of the problem. Photographs of the item and packaging can help us investigate where reasonably available. A photograph or short reporting deadline is not a condition that removes your statutory rights. Keep the item available while we agree the appropriate next step. We will arrange collection or agree a suitable return method where a return is needed.

Outstanding Inside will cover reasonable agreed return or collection costs where goods are faulty, damaged on arrival or supplied incorrectly by us. We will not require you to pursue our printer or courier instead of dealing with us. Depending on the circumstances and applicable rights, the remedy may be repair, replacement, a price reduction or refund. Personalisation does not remove these rights.

Consumer and business purchases

A care home buying for its business is generally acting as a business customer. An individual buying wholly or mainly outside their trade or profession may be a consumer. Mandatory consumer rights apply where the buyer is a consumer and cannot be removed by these terms.

For non personalised goods bought online by a consumer, cancellation normally may be notified within 14 days after delivery, with return within the following 14 days. Standard outward delivery is refunded where the law requires. Any permitted change of mind return cost must be explained before purchase.

To cancel where a cancellation right applies, email Monalisa with a clear statement. You may use: “I give notice that I cancel my contract for the following goods or services: [description]. Ordered on or received on: [date]. Order reference: [reference]. Name: [name]. Address: [your address]. Date: [date].” You do not have to use this wording.

The seller is Outstanding Inside LTD, company number 17260246. Keep your order confirmation and these terms. Nothing here limits liability or rights that cannot lawfully be limited.

Training consultancy and website terms

Training enquiries do not purchase a course or commit you to a paid service. A free introductory conversation carries no obligation to proceed. Before paid work begins, a written proposal or agreement must confirm scope, deliverables, fees, payment arrangements, dates and any travel or other costs.

Any paid service cancellation, postponement or rescheduling terms must be agreed before booking. A free introductory meeting may be cancelled or rearranged by contacting Monalisa or using a booking management link where provided. If you are a consumer booking remotely, statutory service cancellation rights apply where relevant. Starting work during a cancellation period requires the appropriate express request and information; these website terms do not waive those rights.

Training and consultancy support reflection, learning and practical improvement. They do not replace an organisation’s responsibilities for safe care, clinical decisions, safeguarding, staffing, consent or governance. No CQC rating, compliance result or resident outcome is guaranteed. A reference to CQC guidance is not a claim of CQC approval, endorsement or accreditation.

The scope and timing of any assessment must be agreed. Direct observation, residents’ accounts, relatives’ accounts, staff accounts and documentary evidence should be distinguished, with limitations recorded. A brief visit cannot establish conditions on every shift. Arrangements for confidentiality, resident involvement, lawful information sharing, safeguarding concerns and secure records must be agreed for the individual project.

Artwork, training and resource materials may be used only within the permission or licence provided with them. Purchase does not transfer copyright or allow resale, redistribution or public publication of materials unless expressly agreed. Third party rights remain with their respective owners. Contact Monalisa if you need a wider organisational licence or an accessible format.

Please use the website lawfully and do not submit information you are not authorised to share. General website content is not individual clinical or legal advice. External links have their own terms and privacy information. Nothing here excludes liability that cannot lawfully be excluded or removes your statutory rights.

Complaints and accessibility

Email Monalisa with the service or order concerned, what happened and the outcome you are seeking. Include an order reference where available. Please avoid identifiable resident or health information in the initial email. We will consider the complaint, request any necessary information and explain the proposed response. If further investigation is needed, we will tell you the next step and expected timing. If you disagree with the response, ask Monalisa to review the points you believe remain unresolved. This process does not remove your legal rights or prevent you contacting an appropriate authority.

If a website page, resource, form or booking process is difficult to use, email Monalisa. Tell us what you are trying to access and the format or adjustment that would help. We will discuss a suitable way to respond. This is an accessibility support statement, not a claim that the website has passed a formal accessibility audit.

Outstanding Inside’s enquiry and complaints routes are not emergency or care provider safeguarding reporting services. Immediate risks and safeguarding concerns should be raised through the appropriate emergency or local safeguarding route. A complaint about a care provider’s care should also be directed to that provider or the appropriate authority.