Infoline: 08444 775 774*

Mon-Fri 9:30am - 5.30pm

Text Service: 07537 416 905

Infoline: 08444 775 774*

Mon-Fri 9:30am - 5.30pm

Text Service: 07537 416 905

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Terms and Conditions

General Information
Membership
Data and Data protection
Who can purchase from us
How your contract with us is formed
Payment
Delivery
Claims for non-receipt, incorrect and defective items
Refunds and returns
Headspace App

General Information

It is important that you read these terms and conditions carefully. Together with our privacy policy, they govern our relationship with you in relation to this website, the purchase of goods from it and or over the telephone and applications to become a member of Anxiety UK, whether made online, over the telephone or by post. If you have any questions about them or do not wish to accept them, please contact us at email address info@anxietyuk.org.uk or on 08444 775 774 before continuing.

Please note that our Terms and Conditions apply to all of our services, including: email, text, LiveChat, therapy and infoline & helpline services.

Anxiety UK is a registered charity. Our registered office is at Zion Community Centre, 339 Stretford Road, Hulme, Manchester M15 4ZY and our charity registration number is 1113403

You can contact us by email at info@anxietyuk.org.uk or by telephone on 0161 226 7727

You may have other rights granted by law, and these Terms and Conditions do not affect them. 

Membership

Anxiety UK reserves the right to terminate a person’s membership in the event their conduct is contrary to the interests of other members and/or Anxiety UK staff/volunteers. Examples include unlawful, threatening or abusive behaviour, harassment and obscene, defamatory spoken or written comments. Refunds will not be offered in such circumstances.
Ordinary members do not have voting rights. The members of Anxiety UK in the legal sense are the Board of Trustees. Their details can be found here.

Data and Data Protection

Anxiety UK will only collect, process and store information we have openly collected from you or with your consent, in accordance with data protection laws. Your details will be held only by Anxiety UK and will not be made available to any third party, except where otherwise stated.

Anxiety UK is aware that email is not 100% secure. If you have any concerns about confidentiality and the data contained within documents being passed to us via email then we are happy to accept encrypted emails and documents. You can then call to provide the password over the phone. If you would like details on how to encrypt documents please contact services@anxietyuk.org.uk.

All support emails received will be archived in a secure server for 6 months after receipt due to legal reasons, after which they will be deleted. Addresses of emails received will be stored in an address book, accessible only to volunteers and staff working on the Anxiety UK email support service and saved on our secure server.

No records will be kept of email correspondence other than the emails themselves (with the exception of incident reports and complaints, which are stored on our secure server) in accordance to the time scale referred to above. The service will be routinely monitored to ensure that standards are maintained and that a quality service is consistently provided.

Anxiety UK will not divulge any information to third parties unless information is relevant under the Prevention of Terrorism Act, in which case we are obliged to disclose all information to the police. Anxiety UK would not usually need to contact your GP. However, as your welfare is of paramount importance, if issues of safety arise – for example, we believe or if you disclose that you are a risk to yourself or to others – we may need to contact your GP or relevant professional.

Anxiety UK, like any organisation, is vulnerable to attack by viruses and other technical problems. Wherever possible, Anxiety UK will endeavour to ensure that its virus protection system is kept up to date and functional. When technical problems do arise, we will do our best to resume service as quickly as possible. As we do not have an IT department or worker, we cannot set a time frame for resolution of problems as we are dependent on the goodwill of volunteers.

Who can purchase from us

Anyone can purchase from us. We can ship outside of the EU but there may be additional charges for postage and packing.

How to order
1. Simply click “add to cart” on any product to add it to your shopping cart.
2. You can find the shopping cart in the top right hand corner of your screen at any time.
3. Click “checkout” and enter your delivery details.
4. Choose your payment type at the bottom of the page.
5. Enter your billing and shipping address and check that the details there are correct.
6. You can pay by debit/credit card/Paypal/WorldPay.
7. All orders will have postage and packaging added to them. This is based upon a proportion of the value and weight of the goods. For delivery outside the UK there will be additional charges.

How your contract with us is formed

Once you have completed compiling your order, you will be asked to confirm that it is correct. If it is not correct, you can revisit your order and correct the mistakes before confirming and submitting your order to us. It is your responsibility to ensure that your order is correct before submitting it to us. If you have any problems with your order, please contact the support line on 0161 226 7727, or email info@anxietyuk.org.uk.

When you submit your order, you are offering to buy the goods at the price set out in the order. Upon placing your order, you will receive an email confirmation of this order. If you discover that you have made a mistake with your order please contact (admin@anxietyuk.org.uk) immediately. We are unable to rectify mistakes after this time, although you still have the right to cancel described below.

If the goods that you have ordered are no longer available, we may offer you substitute goods of a similar nature and quality. In this case, we will contact you and ask if you wish to proceed. 

Payment

All payments must be paid at the time of placing the order by debit card/credit card/Paypal/Worldpay account. If we are unable to accept your order for any reason then we will either not debit your credit card or refund any money paid by you in respect of that order. We will not dispatch the goods until we receive payment in full.

Should you require an invoice to be raised, please email admin@anxietyuk.org.uk advising of a) what goods you wish to purchase, b) any purchase order number, c) name and designation of the person placing the order and the organisation that they represent and d) where the order should be sent and for whose attention. 

Delivery

Items are normally sent out on the day of the receipt of an order (Monday to Friday 9-5 pm). If the order is placed outside of these times, the order will usually be dispatched on the next working day (with the exception of bank holidays). Orders within the United Kingdom are sent by second class post. For deliveries outside the UK, the method of delivery and estimated timing will be confirmed.

If we have not delivered the goods within 30 days of submitting your order or we have failed to advise you of a delay due to a product being out of stock, you may then cancel the contract and we will refund any money paid by you. (Under the distance selling relations, if goods are not delivered within 30 days the customer has the right to cancel and receive refunds). 

 

Claims for non-receipt, incorrect and defective items

Claims for non-receipt of goods or for goods which have been damaged in transit (such as Anxiety UK magazines, shop items etc.) should be made within 30 days of the dispatch of said goods (please note that all goods aim to be dispatched within 48 hours of of an order excepting bank holidays). Due to Royal Mail policy, we are unable to initiate claims until 14 working days have expired since the non-receipt of goods.

If we have sent you an item which you did not order please notify us as soon as possible and return the item to us within 14 days in saleable condition. In return, we will ensure that you are not charged for the item and will refund the costs of postage. Please also let us know if you wish us to replace the incorrect item with the item which you ordered.

You should inspect the goods as soon as you receive them for any defects or damage. If you find a defect or damage you must notify us within 30 days of receiving the goods and return the goods to us forthwith. If the goods are found to be damaged, or defective, we will replace the goods or refund the price paid by you including the costs of delivery. 

Refunds and returns

Products (Books, CDs, DVDs)
If upon receipt of your order, you are not satisfied with the product, you have 14 days from receipt of your order to advise Anxiety UK in writing that you wish to return the product. Following this, you have a further 14 days to return the product for a refund or exchange it for a product of equal value. The refund will include the cost of the delivery, except for any supplementary costs arising should you choose a type of delivery other than our standard and least expensive method. We will make reimbursement no later than 14 days after we receive back from you any product supplied minus a 15% admin fee.

Refunds will not be given in the event the seal has been broken on CDs and DVDs. If products are not returned in saleable condition, your products will be sent back with no refund issued. You are responsible for the cost of returning the goods.

Digital Downloads including Membership packs received digitally

In the event that a digital download from Anxiety UK is defective (e.g. digital fact-sheet/resource), please contact us at admin@anxietyuk.org.uk and the download content will be replaced.

The process for becoming a member of Anxiety UK is set out here.
To comply with Consumer Contracts Legislation Anxiety UK will not supply your membership pack in digital format within 14 days unless you give your express consent that you wish to receive the membership pack in this way. In opting to receive the membership pack digitally, you forfeit your right to cancel your membership during the ’14 day cooling off’ period and no refund will be due.

A refund for membership will not be given on the basis of therapy service provision, as membership and therapy are two separate services.

Membership packs received in hard copy format
The process for becoming a member of Anxiety UK is set out here.
If you are not satisfied with your Anxiety UK membership received in hard copy format, please contact us as soon as possible so we may resolve any issues that you have experienced.

In the event you wish to cancel your membership you must do so in writing within 14 days of taking out the membership, returning the membership pack that you received in hard copy format within a further 14 days. Refunds are only issued if hard copy membership packs are returned in saleable condition and you will be liable for the cost of returning the membership pack. We will then make the reimbursement no later than 14 days after we receive the same minus a 15% admin fee.

A refund for membership will not be given on the basis of therapy service provision, as membership and therapy are two separate services.

Therapy Services refunds
Anxiety UK does not offer refunds if:-

  • A face to face therapist is not available (this is because we are usually able to refer clients for therapy via webcam or telephone)
  • You change your mind about wanting therapy, either because you have obtained access to an NHS/private therapist, or for any other reason including failing to provide the relevant evidence of eligibility.
  • Should your financial circumstances change, we are unable to provide a refund for any difference in session fees. However, you will be entitled to lower ongoing session fees where appropriate upon production of relevant supporting documentation.

We do not refund therapist application fees made by therapists.

In exceptional circumstances where refunds in respect of therapy services purchased are offered, any refunds will be made minus a 15% admin fee. If a refund for therapy is provided, the member will not also have their membership fee refunded (as these are two separate services).

Headspace App

Headspace must not be provided to anyone younger than 13 years of age.

Headspace subscriptions must not be sold, licensed, transferred or assigned to any individuals other than Anxiety UK members with an active membership.

Anxiety UK cannot be held responsible for any claims, damages, losses or expenses arising in connection with the use or provision of the Headspace app.

On joining Anxiety UK you will be issued with a code to active Headspace and/or other apps – you must activate this code within 30 days of taking out/renewing your membership with Anxiety UK.  Failure to do so will forfeit your rights to Headspace and/or other apps provided via Anxiety UK membership. Anxiety UK is not able to provide access to codes for the Headspace app and /or other apps after 30 days. If you wish to access your Headspace or other app once your code has expired then you will be required to renew your membership with Anxiety UK.

 

None of the above affects your statutory rights. For further information about your statutory rights please visit: https://www.gov.uk/consumer-protection-rights