Service Agreement Template for E-commerce Businesses (UK 2025)
Last updated: February 2025
Why E-commerce Businesses Need a Service Agreement
E-commerce service agreements cover relationships with platform providers, fulfilment partners, payment processors, and third-party marketplace integrations. These agreements must address service continuity during peak trading periods, liability for order fulfilment failures, data sharing between systems, and compliance with consumer protection regulations including the Consumer Rights Act 2015 and distance selling rules. The high-volume, time-sensitive nature of e-commerce makes SLA terms and business continuity provisions critical.
Key Clauses for E-commerce
- Service continuity guarantees during peak trading periods
- Order fulfilment standards, error rates, and remedy procedures
- Data sharing, integration requirements, and API availability
- Consumer protection compliance responsibilities and allocation
Common Mistakes
- Not specifying enhanced service levels and priority support during peak trading periods like Black Friday
- Failing to clearly allocate responsibility for consumer protection compliance between the e-commerce business and its service providers
Template Sections
- Peak period service level enhancements
- Order accuracy and fulfilment standards
- Data integration and API availability requirements
FAQ
Should e-commerce service agreements include peak period provisions?
Yes. Include enhanced SLAs for identified peak periods such as Black Friday, Cyber Monday, and Christmas. Specify higher uptime requirements, faster response times, and dedicated support during these windows. Include penalties for service failures during peak periods that reflect the disproportionate commercial impact of downtime during these critical trading days.
Who is responsible for consumer protection compliance in an e-commerce service chain?
Under the Consumer Rights Act 2015, the seller is primarily responsible to the consumer. However, your service agreement should allocate specific compliance responsibilities to each service provider, particularly around product descriptions, delivery promises, and returns processing, and include indemnities for breaches of consumer law caused by the service provider's failures.
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Get Started FreeThis is guidance for UK businesses, not legal advice. Templates are illustrative. Consult a solicitor for complex matters.
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