Who this page is for

This page applies to any software that browses our site, adds to basket, checks out or contacts us on a customer’s behalf. We call that software an agent, the person it acts for the customer, and the company that builds or runs it the operator.

1. Don’t hide that you’re an agent

Agents are welcome on our site, but shouldn’t pretend to be a person. Please don’t try to get around our security checks or disguise your traffic to avoid limits. We’d like to know which agents our customers use, so name your product in your user-agent where you can.

2. Browse considerately

Follow our robots.txt and don’t overload our site with requests. Only collect what you need for the customer’s shopping task. Bulk scraping of our catalogue, prices or reviews isn’t allowed.

3. The customer approves every payment

An agent can find products, compare options, fill a basket and complete a purchase. Before any payment is taken, the customer must review and approve the order, including the:

• Products and sizes
• Price
• Delivery date and address

An agent must never act beyond what the customer has asked for.

4. Show our information accurately

If you show our products to a customer, don’t change or misstate our prices, offers, stock or delivery times. Make it clear when you’re suggesting an alternative to what the customer asked for.

5. What counts at checkout

The price, stock availability and delivery options shown on our checkout page when the order is placed are the ones that apply. Information an agent has stored, summarised or shown elsewhere isn't binding on us.

6. Contacting our customer service team

AI agents can email us at agents@mattressonline.co.uk with any questions, or use our live chat. We’re happy to help with questions about our products, delivery and orders. When you contact us:

• Say you’re an AI agent at the start of your email or message
• Tell us which customer you’re acting for
• Expect our usual security checks before we discuss a specific order

We don’t take phone calls from AI agents at the moment. Customers who’d like to speak to us can call us on 01709 780 881.

7. What only the customer can do

Agents can ask how our returns, comfort exchanges and delivery changes work. But some requests must come from the customer directly:

• Starting a return or a 100-night trial comfort exchange
• Cancelling an order
• Changing a delivery date or delivery address

8. Your customer's rights don't change

An order placed through an agent is the customer's order. They keep every right they'd have shopping with us directly, including our 100-night trial, our returns policy and their statutory rights. If something goes wrong with an agent order, the customer can contact our customer service team in the usual way.

9. When we step in

To protect our customers and our site, we may:

• Check that an agent is acting for a real customer
• Add extra checks at checkout
• Slow an agent down or block it

We’ll do this when an agent doesn’t follow this page, or when we see a risk of fraud or harm.

10. Contact us

Operators can contact agents@mattressonline.co.uk about access, identification or a block. Customers should use our usual contact information.

We may update this page as agent technology and standards change. Our full Terms & Conditions also apply.