These terms and conditions of use, together with the service as detailed on your membership agreement govern the sale and provision of our service and form the basis of the contract between us (New Flame Dating Limited) and you. The price payable for the services is as set out on the Membership Agreement supplied and is inclusive of any applicable VAT. We will take payment upon receipt of your order and accept no liability if our services are delayed because you did not give us the correct payment details if paying by debit or credit card or if for any other reasons your payment has not been received. If it is not possible to obtain full payment for the services from you, then we may refuse to process your order and/or suspend any further services.
You are required to answer each question honestly, leaving questions blank may result in less or no matches. We can’t take responsibility for a lack of matches if these are not answered. If for any reason we believe the account is a fake profile we will ask for proof of ID, if this is not delivered to us within 14 days we can suspend your account and you will not be able to get a refund or credit for any time you had left on your membership. Your safety is extremely important to us, and we recommend you read our “Safe Dating” page. You are entering into a contract based on these terms and conditions on the date we receive your first payment, notwithstanding whether or not you have signed an agreement.
Your matchmaking will begin once you have finished your induction and set up a payment method. We will send potential partners when someone suitable comes up. We reserve the right and absolute discretion to recommend others to you who we consider might be acceptable to you, notwithstanding that prospective partners may only match your partner preferences to a degree, as this approach has proven successful for many of our clients. The number of recommendations we can offer will depend upon your characteristics and upon how narrow or otherwise, your partner preferences are, and we cannot accept any responsibility for the outcomes of our recommendations. You may change your answers at any time during your time on our platform, doing this can help us learn more about you and help find relevant partners. However, doing this too often can make our job more difficult as we will not know what you are like. Where you may have found a partner within our outside of our platform you may request that your account can be paused for up to 6 months. If you wish to join back within this time you will have to contact us to enable your account and restart any payments that may have stopped on pausing your account. During this time you will not be matched with any partners. You may also lose matches you already have. We will review these on a case by case basis. In the occasion that your request is denied you may cancel your account but will need to sign up again if you wish to re-join.
All members are required to adhere to high standards of conduct at all times, and therefore we ask that members behave appropriately, respectfully and courteously in all interactions with other members and with our staff. You agree not to: harass or cause a nuisance, inconvenience, distress or anxiety or violate the privacy of anyone we introduce you to, or to any employee or agent of this Company/ New Flame Dating LTD or its subsidiary /associated companies; do anything which restricts or inhibits anyone else’s use and enjoyment of the services; do anything that deliberately or recklessly prejudices or damages the reputation of this company/ New Flame Dating LTD or any of its subsidiary /associated companies. We will not accept any behaviour that may be racist, sexist or homophobic or anything else that would offend.
If there is a problem with the services
If you have any questions or complaints about our services, please contact us. You can do so by calling us on 01522 449 226, Monday to Friday 9am to 5pm, or emailing us at:
We are under a legal duty to supply services that conform to this contract and in accordance with the Consumer Rights Act 2015 (the Act).
Should you experience the onset or exacerbation of a serious condition or suffer a serious injury, then at the company’s discretion, services may be suspended for up to 1 year if you let us know at the time of onset. Periods of suspension are each for at least one month and it remains your responsibility to inform us if you would like to reactivate your service. If you have not responded to our communications or we are investigating some aspect of your membership, your service may also need to be suspended.
We have the right to terminate your membership in the following circumstances where:
You have breached these terms and conditions
You have failed to maintain payments selected in your plan
You have provided false information to us
We have received a serious complaint about you which in the sole opinion of our Managing Director, is justified. Your personal details or partner preferences have changed significantly. This would include but is not limited to: the acquisition of a criminal record, or relocation which would significantly adversely impact on our ability to deliver the service to you
For the avoidance of any doubt, in the event of a termination of this contract no refund will be applicable unless we have breached these terms and conditions or your consumer rights. You will not be entitled to any refund for any other reasons other than your legal right to cancel within 14 days of when this contract commences, and this includes but is not limited to, the formation of a lasting relationship before the expiry date of your membership with us.
Right to Cancel
Your contract with us commences on the date that we receive your first payment. The Consumer Contracts Regulations (Information, Cancellation and Additional Charges) 2013 apply and you have the legal right to cancel this contract for any reason within 14 days of the date that your contract commences, (the Cancellation Period). You have the right to cancel this contract within 14 days without giving any reason. The Cancellation Period will expire after 14 days from the date that your contract commenced. These rights to cancel are not applicable to any leisure activities including events/holidays. To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear written statement, e.g. using email:
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Effects Of Cancellation
Within the Cancellation Period if you cancel this contract, we will reimburse you all payments received from you. We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this contract. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. If you require us to begin services within the Cancellation Period, we require you to make an express request to do so. In such cases, your right to cancel continues until either the end of the Cancellation Period, or the completion of the services, whichever is earlier. If you cancel during the cancellation period, we may charge you for any services provided up until the point when we receive your cancellation notice and will provide a partial and proportional refund accordingly.
We may assign this contract for operational reasons or in connection with a business transfer or reorganisation. Otherwise, this contract is non-transferable. This contract is subject to English law and the English courts will have jurisdiction in respect of any dispute arising from this contract. If any provision shall be found by an English court to be unenforceable or invalid this shall not affect other provisions within this contract and all other provisions not affected will remain in full force and effect. Nothing in this agreement is intended to, nor shall it confer rights on any third party. Severability: if any provision in these terms and conditions is deemed to be illegal, unenforceable or invalid for any reason, it shall be deemed to have been struck out and the remaining provisions shall survive and continue to be binding and enforceable. Your use of our services is solely at your own risk and we do not accept any liability for any harm, loss, damage, claim or expense, whether direct or indirect and howsoever caused, arising out of your membership and/or your use of our services or reliance upon advice or information provided by us. All warranties in respect of the service and /or such information, whether express or implied, are excluded. We also have the right to reserve the right to withdraw any promotional offer at any time