General Terms of Service
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1. About us and these terms
1.1 Who we are. So, What happened? is the trading name of Graeme MacPherson, a sole trader. Our correspondence address is 4 Church Close, Pulborough, West Sussex, RH20 3DL. Our email address is info@sowhathappened.co.uk. In these terms, “we”, “us” and “our” mean Graeme MacPherson trading as So, What happened?.
1.2 Who you are. “You” and “your” mean the individual or organisation making an enquiry or entering into a contract with us. If you book for a group or organisation, you confirm that you have authority to do so and that you will share all relevant information and requirements with participants.
1.3 What these terms cover. These terms apply to the services described in Parts B to D and to any related proposal, quotation or booking confirmation. Guided walks are also governed by our separate Walk Booking & Cancellation Terms
1.4 Contract documents. Your contract consists of the written proposal or booking confirmation, the relevant service-specific part of these terms, and these general terms. If there is a conflict, the written proposal or booking confirmation takes priority, followed by the relevant service-specific terms and then these general terms.
1.5 Consumers and business customers. These terms are written primarily for consumers. If you book wholly or mainly for your trade, business, craft or profession, some consumer rights may not apply. Any different business-to-business terms must be agreed in writing.
2. Enquiries, quotations and formation of the contract
2.1 Enquiries. Submitting an enquiry form, asking for availability or discussing a possible service does not create a contract and does not reserve a date.
2.2 Information from you. You must give us information that is accurate and complete so far as you know. We may rely on that information when assessing, pricing and delivering the service.
2.3 Quotations. Unless the quotation says otherwise, a quotation remains open for 14 days and may be withdrawn before acceptance. A quotation may be revised if the scope, dates, participant numbers, location, access requirements or other relevant circumstances change.
2.4 Contract formation. A contract is formed only when we send written confirmation accepting your booking or commission and you have paid any deposit or other sum stated as due. An automated acknowledgement of an enquiry or order is not acceptance unless it expressly says that the booking is confirmed.
2.5 Minimum age. You must be at least 18 years old to enter into a contract with us.
3. Service descriptions and changes
3.1 Scope. We will provide the service with reasonable care and skill and materially in accordance with the agreed written description. Historical interpretation may develop as new evidence becomes available, and reasonable differences of interpretation may exist.
3.2 Images and examples. Website images, sample itineraries, sample reports and examples are illustrative. Your service and deliverables will be those stated in your proposal or booking confirmation.
3.3 Reasonable changes. We may make reasonable changes that do not materially reduce the value or purpose of the service, including changes needed for safety, access, weather, transport disruption, site restrictions, archive availability or circumstances outside our control. We will tell you about a significant change as soon as reasonably possible and discuss suitable alternatives.
3.4 Accessibility and adjustments. Please tell us about mobility, sensory, communication, dietary or other relevant requirements before booking and in any event as early as possible. We will consider reasonable adjustments, but some historic sites, routes, buildings, archives or third-party facilities may have unavoidable restrictions. We will not knowingly confirm an arrangement that we reasonably believe cannot be delivered safely or appropriately.
4. Fees, deposits, expenses and payment
4.1 Price. The price and what it includes will be set out in the quotation or booking confirmation. Unless stated otherwise, prices are in pounds sterling. We are not currently registered for VAT and no VAT is charged.
4.2 Deposit. Where a deposit is required, the date or service is not confirmed until the deposit has cleared. The proposal will state whether the deposit is refundable and how it will be treated if either party cancels, subject always to your statutory rights and the requirement that any retained amount is fair and proportionate.
4.3 Balance. The balance must be paid by the date stated in the invoice or booking confirmation. If no date is stated, payment is due within 14 days of the invoice date and, for an event or guided service, no later than 14 days before delivery.
4.4 Expenses and third-party charges. Reasonable travel, accommodation, archive, reproduction, admission, postage or other expenses will be charged only where the proposal says they are included or you approve them in advance. We will provide reasonable evidence of reimbursable expenses on request.
4.5 Late or missing payment. If a payment is overdue, we may pause work or treat the booking as cancelled after giving you reasonable written notice and an opportunity to pay. This does not affect any rights or remedies available to either party.
4.6 Payment method. Payment must be made using an accepted payment method shown on the invoice, proposal or website. You remain responsible for any charges imposed by your own bank or payment provider.
5. Consumer cancellation rights for distance contracts
Your legal rights vary by service. A consumer who books a service online, by telephone or by email will often have a statutory 14-day cancellation period. An exception may apply to accommodation, transport, catering or leisure services to be supplied on a specific date or during a specific period. Because different So, What happened? services may be treated differently, your booking confirmation will tell you whether a statutory cancellation right applies to that booking.
5.1 Where a 14-day right applies. You may cancel without giving a reason within 14 days beginning on the day after the contract is made. To cancel, send a clear statement to info@sowhathappened.co.uk or the postal address in clause 1.1. You may use the cancellation form at the end of these terms, but you do not have to.
5.2 Starting during the cancellation period. We will not begin research, planning or another service during the 14-day cancellation period unless you expressly ask us to do so. If you ask us to begin and then cancel within the period, you must pay a proportionate amount for work properly completed up to cancellation. If the service is fully performed during the period following your express request and acknowledgement, you will lose the right to cancel once it has been fully performed.
5.3 Where the exception applies. If your contract is for a leisure activity or another exempt service on a specific date or during a specific period, there may be no statutory 14-day right to cancel. Any contractual cancellation or transfer rights will be set out in the booking confirmation and the relevant service terms.
5.4 Refund following statutory cancellation. Where you validly exercise a statutory cancellation right, we will refund sums due without undue delay and normally within 14 days, using the same payment method unless you agree otherwise. We may deduct a proportionate amount for services supplied at your express request as described above.
6. Cancellation or rescheduling by you outside statutory rights
6.1 Notice. You must tell us in writing as soon as possible if you wish to cancel or change a booking. A change of date, location or scope is subject to availability and may require a revised quotation.
6.2 Contractual cancellation charges. Any cancellation charges will be stated clearly in the proposal or booking confirmation. They will reflect reasonable anticipated losses, work already completed and non-recoverable commitments, and will not be used as a penalty. We will take reasonable steps to reduce avoidable loss, including trying to rebook a released date where practicable.
6.3 Research and planning work. For research, itinerary planning or other work charged by stage or time, you must pay for work properly completed and authorised expenses incurred up to cancellation, subject to any statutory cancellation right. We will provide the work completed to that point where it is reasonably usable and payment due has been made.
6.4 Third-party costs. You are responsible for third-party cancellation charges relating to arrangements that you make directly. We are not a party to those contracts.
7. Cancellation, postponement or change by us
7.1 Our right to cancel. We may cancel or postpone where reasonably necessary, including because of illness, unsafe conditions, site closure, insufficient information or cooperation, non-payment, official advice, transport disruption or an event outside our reasonable control. We will contact you as soon as reasonably possible.
7.2 Your options. Where we cancel a service that has not been supplied, you may choose a reasonable alternative date or receive a refund of amounts paid to us for the cancelled part. Where only part of a service is affected, we will offer an appropriate alternative or proportionate refund.
7.3 Your separate arrangements. Subject to clause 14 and applicable law, we are not responsible for the cost of travel, accommodation, meals or other arrangements that you make with third parties. We strongly recommend flexible arrangements and suitable insurance, especially for overseas battlefield visits.
8. Your responsibilities and conduct
8.1 Cooperation. You must provide requested information and decisions in time, meet agreed deadlines and follow reasonable safety, access and conduct instructions. Delay or extra work caused by missing, inaccurate or late information may affect the timetable and price.
8.2 Participants. The lead customer or organiser is responsible for communicating the itinerary, meeting details, requirements and these terms to participants and for giving us an emergency contact where reasonably requested.
8.3 Respectful behaviour. We may refuse or stop delivery if a participant behaves unlawfully, abusively or dangerously, seriously disrupts the activity, damages property or disregards reasonable safety instructions. No refund will be due for the affected participant where stopping or exclusion is reasonably necessary, but this does not affect statutory rights.
8.4 Personal property. You are responsible for your own belongings and documents. Please do not send original family or identity documents by post unless this has been expressly agreed.
9. Intellectual property and permitted use
9.1 Our materials. Unless agreed otherwise, we retain copyright and other intellectual property rights in our research methods, reports, narratives, slides, maps, itineraries, handouts, photographs and other original materials.
9.2 Personal-use licence. Once all sums due have been paid, you may use the deliverables for your own private, family, educational or internal organisational purposes. You must not sell, publish, upload, broadcast, reproduce substantially, adapt commercially or provide them to another researcher or guide without our prior written permission.
9.3 Your materials. You retain ownership of materials you supply. You grant us permission to copy, analyse and use them only as reasonably necessary to assess and deliver the service, administer the contract and comply with law. You confirm that you are entitled to provide and authorise use of those materials.
9.4 Third-party material. Archive records, maps, photographs, quotations and other third-party materials remain subject to their owners’ copyright, licensing, reproduction and attribution conditions. Delivery of a copy does not transfer those rights.
9.5 Recording. A talk, tour, walk or online session may not be recorded, streamed or broadcast without prior written agreement. Agreed recording may be subject to additional conditions and fees.
10. Privacy and confidential information
10.1 Personal information. We handle personal information in accordance with our Privacy Notice . Please read it before submitting an enquiry or providing records about a living person.
10.2 Sensitive material. Do not send passwords, financial information, unnecessary identity documents or sensitive information about living people at the initial enquiry stage. If such material becomes necessary, we will discuss a suitable method and lawful basis for handling it.
10.3 Confidentiality. We will not intentionally publish your private family information or commission without permission, except where disclosure is required by law or reasonably necessary to trusted service providers acting for us. This does not prevent us using general skills, knowledge and non-identifying experience gained through the work.
11. Third-party services and information
11.1 Independent providers. Archives, museums, historic sites, transport operators, hotels, restaurants, payment providers and other suppliers are independent third parties. Their own terms, prices, opening hours and access arrangements apply.
11.2 Advice and links. Recommendations and links are offered in good faith to assist you, but they are not guarantees. You are responsible for checking suitability, availability, terms and current information before booking or relying on a third-party service.
11.3 No authority to bind. Unless expressly agreed in writing, we do not act as your agent and cannot vary or waive a third party’s terms.
12. Complaints and resolving problems
12.1 Contact us promptly. If you believe there is a problem, tell us as soon as reasonably possible at info@sowhathappened.co.uk and give us a fair opportunity to investigate and, where appropriate, put matters right.
12.2 Complaint information. Please include your name, booking or invoice reference, the service concerned, what happened and the outcome you seek. We aim to acknowledge a complaint within 2 working days and provide a substantive response within 10 working days, or explain if more time is reasonably needed.
12.3 Statutory remedies. Nothing in this complaints process limits any statutory remedy or right to seek independent advice.
13. Events outside reasonable control
13.1 Meaning. An event outside reasonable control includes severe weather, flood, fire, epidemic, war, civil disorder, terrorism, official restriction, border or transport disruption, strike not involving our own workforce, unexpected site or archive closure, or failure of essential utilities or communications that we could not reasonably avoid.
13.2 Effect. We will take reasonable steps to reduce disruption and will resume performance where practicable. If the event materially prevents delivery, clause 7.2 will apply. Neither party is responsible for delay or failure caused by the event to the extent permitted by law.
14. Our responsibility to you
14.1 Reasonable care and skill. We are responsible for supplying services with reasonable care and skill and for losses that are a foreseeable result of our breach of contract or failure to use reasonable care and skill.
14.2 Rights we do not exclude. Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights.
14.3 Unforeseeable and business losses. We are not responsible for loss that was not foreseeable when the contract was made. If you are a consumer, we supply services only for private use and are not responsible for business losses such as loss of profit, revenue, opportunity or business interruption.
14.4 Information and historical conclusions. We are not responsible for an outcome caused by inaccurate or incomplete information supplied by you or by a third party, or by a record being missing, restricted, incorrectly indexed or later reinterpreted, provided that we have used reasonable care and skill and explained material uncertainty.
14.5 Third-party arrangements. We are not responsible for the acts or omissions of an independent third-party supplier with whom you contract directly. This does not remove responsibility that the law places on us for our own acts or omissions.
15. Changes to these terms
15.1 Contract version. The terms in force when your contract is made will normally apply to that contract. We may update website terms for future bookings, including to reflect changes in law or services.
15.2 Necessary changes. If a legal or regulatory change requires an amendment to an existing contract, we will give reasonable notice and will not reduce your statutory rights.
16. General legal provisions
16.1 Entire agreement. The contract documents described in clause 1.4 record the agreement between us. This does not exclude liability for fraud or prevent a consumer relying on information that the law treats as binding.
16.2 Severability. If a court or competent authority finds part of these terms unlawful or unenforceable, the remaining provisions will continue so far as legally possible.
16.3 No waiver. A delay in enforcing a right does not waive it.
16.4 Third-party rights. Except where these terms expressly say otherwise, no person other than you and us has a right to enforce the contract under the Contracts (Rights of Third Parties) Act 1999.
16.5 Governing law and courts. These terms and the contract are governed by the law of England and Wales. If you are a consumer resident elsewhere in the United Kingdom, you retain any mandatory protections of your home jurisdiction and may be entitled to bring proceedings in your local courts. Otherwise, the courts of England and Wales will have jurisdiction.
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17. Scope and format
17.1 Agreed service. The booking confirmation will identify the talk or subject, date, start time, expected duration, format, venue or online platform, audience, fee, expenses and any agreed questions or discussion period.
17.2 Content. Talks are carefully researched and presented for a general audience unless a different level or emphasis is agreed. Minor changes to examples, images, order or emphasis may be made without changing the essential subject.
17.3 Duration. The organiser must tell us of any fixed finish time. A late start caused by the organiser, venue or audience may require the talk or discussion period to be shortened.
18. Organiser responsibilities
18.1 Venue and equipment. The organiser must provide a safe, suitable and accessible venue and any agreed equipment, including a working projector, screen, power supply, sound system, internet connection or online platform. Equipment should be available for testing at least 30 minutes before the agreed start unless otherwise arranged.
18.2 Permissions and publicity. The organiser is responsible for venue permissions, licences, audience management and the accuracy of event publicity. Our name, biography, talk title, photographs and logo may be used only for the agreed event and in the form supplied or approved.
18.3 Attendance. Any audience limit, ticketing arrangement or admission charge must be disclosed before confirmation. The organiser remains responsible for the conduct and welfare of attendees and any safeguarding obligations.
19. Travel, accommodation and online delivery
19.1 Travel expenses. Travel, accommodation, parking and other expenses will be dealt with as stated in the quotation. Where the organiser books accommodation or transport for us, it must be reasonable, safe, suitable and agreed in advance.
19.2 Online talks. For an online talk, each party is responsible for its own equipment and internet connection. We will make reasonable efforts to reconnect or reschedule following a material technical failure. Recording or onward sharing is prohibited unless agreed under clause 9.5.
20. Cancellation and substitution
20.1 Organiser cancellation. The cancellation and rescheduling terms stated in the booking confirmation apply. Any charge will be fair and reflect work completed, non-recoverable expenses and reasonable loss arising from the cancelled date.
20.2 Speaker unavailability. The service is personal to Graeme MacPherson. We will not substitute another speaker without your agreement. If illness or another serious event prevents delivery, clause 7 applies.
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21. Nature and scope of research
21.1 Agreed question. The proposal will state the person, period or question to be researched, the sources or work included, any exclusions, the expected deliverable, fee and indicative timetable.
21.2 Historical research is uncertain. Research cannot guarantee a particular discovery or a complete service history. Records may be missing, destroyed, closed, restricted, inaccurate, inconsistently indexed or capable of more than one reasonable interpretation.
21.3 Evidence standards. We will distinguish, so far as reasonably practicable, between documented fact, reasonable inference, contextual interpretation and unresolved uncertainty. A conclusion may need to change if new evidence becomes available.
21.4 Not an official service. We provide independent historical and genealogical research. We are not part of the Ministry of Defence, The National Archives, the Commonwealth War Graves Commission or any other public body, and cannot guarantee or accelerate their decisions or processing times.
22. Information and permissions from you
22.1 Starting information. You must provide information you hold that may materially affect the search, including name variants, dates, places, service numbers, units, photographs, medals, records and relevant family knowledge.
22.2 Living people and restricted records. You are responsible for obtaining any consent, proof of death, proof of relationship, next-of-kin authority or other documentation required to access or share records. We may decline work involving a living person or sensitive information where the lawful basis, authority or purpose is unclear.
22.3 Original documents. Do not send originals unless agreed in writing. Where originals are accepted, we will use reasonable care but recommend tracked delivery and appropriate insurance arranged by you.
23. Archives, sources and additional charges
23.1 Source availability. Archive opening, catalogue accuracy, digitisation, licensing and response times are outside our control. We may propose an alternative source or revised timetable if an intended source is unavailable.
23.2 Additional costs. We will not incur a material archive, copying, licensing, travel or specialist fee beyond the agreed allowance without your prior approval. If you decline an additional cost, we will explain any effect on the scope or likely findings.
23.3 Reproduction. Copies are supplied only where the source owner and applicable law permit. You must comply with any archive or copyright conditions communicated with the deliverable.
24. Deliverables, review and further work
24.1 Deliverable. The form, approximate length and contents of the report, timeline, source list or consultation will be stated in the proposal. Layout and length may reasonably vary with the surviving evidence.
24.2 Factual corrections. Please notify us within 14 days of delivery of any apparent factual or transcription error. We will correct an error caused by our failure to use reasonable care and skill without additional charge.
24.3 New scope. New questions, newly supplied material, further archive work or a substantially different interpretation requested after delivery may be treated as additional work and quoted separately.
24.4 No-discovery outcome. Time and skill are supplied even where a search is negative. A lack of positive findings does not by itself entitle you to a refund where the agreed work was carried out with reasonable care and skill.
25. Timing, cancellation and use of findings
25.1 Timetable. Any completion date is an estimate unless expressly guaranteed in writing. Archive delays or the discovery of new lines of enquiry may require an updated timetable, which we will discuss with you.
25.2 Early start and cancellation. Where a statutory cancellation period applies, work will begin during it only after your express request. Clauses 5 and 6.3 apply if you cancel.
25.3 Publication and sharing. The licence in clause 9.2 applies. Please discuss planned publication, exhibition, broadcast, public website use or donation to an archive before commissioning so that permissions, citations and deliverable rights can be agreed.
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26. Nature of the service
26.1 Bespoke historical service. We provide bespoke battlefield research, itinerary development, historical advice and guiding as set out in the written proposal. We do not offer pre-arranged package tours.
26.2 Arrangements you make. Unless expressly agreed in writing, we do not sell, book or take payment on your behalf for flights, rail, ferries, private transport, vehicle hire, accommodation, meals, travel insurance or other travel services. You choose, book and pay each supplier directly and your contract is with that supplier.
26.3 Advice and support. We may suggest routes, timings, areas, accommodation locations, transport approaches, restaurants, museums or other providers. This is practical advice, not a guarantee or booking. You must check current availability, suitability, prices, terms and entry requirements before committing.
26.4 No package inclusion. Nothing will be described as included unless it is expressly listed in the proposal. If you ask us to add or arrange a travel service, we will first confirm in writing whether we can do so and what additional legal and contractual terms would apply.
27. Planning and itinerary development
27.1 Your objectives. You must tell us the people, units, events or sites of interest; preferred dates; starting point; available time; transport; group composition; walking ability; accessibility needs; and any fixed reservations or constraints.
27.2 Research foundation. The itinerary will be based on the agreed research scope and the evidence available. A personal service story may not identify an exact spot, route or event, and some wartime locations cannot now be accessed or identified with certainty.
27.3 Draft and approval. The proposal will state whether the fee includes a draft itinerary and how many reasonable revision rounds are included. You are responsible for checking names, dates, travel timings and personal requirements before approving the final plan.
27.4 Changes after approval. Material changes to dates, group size, transport, locations, research questions or duration may require additional work and a revised fee.
28. Your travel responsibilities
28.1 Travel documents and rules. You are responsible for passports, visas, driving documents, vehicle requirements, health documentation, border rules, permits and compliance with the laws and official advice applicable to every destination and traveller.
28.2 Insurance. You are responsible for arranging suitable travel insurance, including medical treatment, repatriation, cancellation, curtailment, personal liability and activities planned. You should disclose relevant medical conditions to your insurer and check exclusions.
28.3 Transport and driving. You are responsible for arranging suitable transport and, where driving, for licences, insurance, roadworthiness, parking, tolls, low-emission requirements and compliance with local law. We are not the carrier and do not accept responsibility for a vehicle or driver you arrange.
28.4 Travel and accommodation bookings. Use reasonable care when choosing third-party arrangements and consider flexible or refundable terms. You remain responsible for changes, cancellations, missed connections and charges under those suppliers’ contracts.
29. Sites, conditions and itinerary changes
29.1 Historic environments. Battlefields, cemeteries, memorials, museums, rural land and military sites may involve uneven ground, steps, mud, traffic, remote locations, unexploded-ordnance warnings, restricted areas and limited facilities. Conditions may change quickly.
29.2 Access and closures. Access depends on landowners, public authorities and site operators. Opening hours, permissions, ceremonies, maintenance, security restrictions, strikes, weather and local events may make a planned visit impracticable.
29.3 Guide’s discretion. During a guided visit we may reasonably alter the order, route, timing or content for safety, access, weather or operational reasons. Participants must follow reasonable instructions and must not enter prohibited or unsafe areas or disturb remains, artefacts, memorials or private property.
29.4 Missed elements. Where an element cannot be visited, we will make reasonable efforts to provide an alternative site, viewpoint or explanation. A minor or safety-led itinerary change does not automatically entitle you to a refund, but we will provide an appropriate remedy where the contracted service has not been supplied with reasonable care and skill.
30. Health, mobility and participation
30.1 Suitability information. We will provide the information reasonably available to us about expected walking, terrain and facilities. You must assess your own and your group’s ability to participate and seek medical advice where appropriate.
30.2 Disclosure. Tell us before confirmation about mobility, health, sensory or other requirements relevant to safe planning. You do not need to disclose unnecessary medical detail, but withholding material information may limit the adjustments we can make.
30.3 Children and vulnerable participants. The responsible adult or organiser remains responsible for supervision, safeguarding, medication and personal care. Any minimum age or particular restriction will be stated in the proposal.
30.4 Clothing and equipment. Participants must bring suitable footwear, clothing, water and personal medication and comply with any destination-specific advice supplied before the visit.
31. Fees, admissions and local costs
31.1 Our fee. Our planning, research and/or guiding fee, payment dates and included hours will be stated in the proposal. Additional time requested on the day is subject to availability and may be charged at the stated rate.
31.2 Third-party costs. Unless expressly included, you pay admission fees, parking, tolls, local transport, meals and other personal or group costs directly. If we pay an approved cost on your behalf as a convenience, you must reimburse it as stated in the proposal; this does not make us the supplier of the underlying service.
31.3 Guide expenses. Any agreed travel, accommodation and subsistence required for the guide will be stated in or calculated under the proposal and approved before booking.
32. Cancellation and disruption
32.1 Planning already completed. If you cancel after planning or research has begun, the provisions in clauses 5 and 6 apply. Fees for properly completed work and authorised non-recoverable expenses may remain payable.
32.2 Guiding date. Any cancellation scale for a reserved guiding date will be stated in the proposal. It will be fair and proportionate to work completed, non-recoverable commitments and reasonable loss of the date.
32.3 Official advice and safety. We may decline, postpone or change a service where official travel advice, local restrictions or our reasonable safety assessment makes delivery inappropriate. We will discuss alternatives and apply clause 7.2.
32.4 Emergencies. In an emergency, contact the local emergency services first. We may assist with communication and practical information where reasonably able, but we are not an emergency, medical, consular or travel-rescue service.
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3.1 Separate terms. Public and private guided walks are governed by our Walk Booking & Cancellation Terms . Those terms should be read before booking and form part of the walk contract.
33.2 Conflict. If there is a conflict concerning a guided walk, the booking confirmation takes priority, followed by the Walk Booking & Cancellation Terms and then Part A of these terms.
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Cancellation form
Use this form only if you are a consumer and your booking has a statutory right to cancel. You may email the same information instead.
To: Graeme MacPherson, trading as So, What happened?, 4 Church Close, Pulborough, West Sussex RH20 3DL, info@sowhathappened.co.uk
I give notice that I cancel my contract for the following service:
[DESCRIPTION OF SERVICE]
Contract/booking date: [DATE]
Customer name: [NAME]
Customer address: [ADDRESS]
Customer signature (only if sent on paper): ______________________________
Date: ______________________________