- General Information
- Membership Renewal
- Therapy Services
- Data and Data protection
- Who can purchase from us
- How to order
- How your contract with us is formed
- Claims for non-receipt, incorrect and defective items
- Refunds and returns
- Third party products & services
- Calm Club Subscription
- Beating the blues etherapy
- Support Groups
- Therapist led anxiety management course
- Zero Tolerance Policy
Please note that our Terms and Conditions apply to all of our services, including: email, text, Anxia, therapy and helpline services.
Anxiety UK is a registered charity. Our registered office is at Nunes House, 447 Chester Road, Old Trafford, Manchester M16 9HA and our charity registration number is 1113403
You can contact us by email at email@example.com or by telephone on 0161 226 7727
You may have other rights granted by law, and these Terms and Conditions do not affect them.
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 or any breach of our Zero Tolerance Policy. Any user who has their membership or access to services revoked will not be able to re-apply to become a member or access services for a minimum of two years. Refunds will not be offered in such circumstances.
Anxiety UK cannot guarantee continued access to any member benefits/services provided by third party organisations, the membership benefits will be valid at the time of purchase but are subject to an annual review and may be withdrawn at any time.
Ordinary members do not have voting rights. The members of Anxiety UK in the legal sense are the Board of Trustees.
Any renewal offers or discounts available at the time of your renewal date are only valid for 30 days from the date that your renewal is due. After that time the relevant standard membership fee will apply as set out here https://www.anxietyuk.org.uk/get-help/become-a-member/
When new members join Anxiety UK via our website, a confirmation email is automatically sent which includes information on cancelling your annual subscription and you are advised at the time of purchase it is an annual subscription – please see below:
When each membership period comes to an end, a renewal notice will be issued and membership will be provisionally renewed for a further 12 months to ensure continuity of service. If renewal is not required you must inform Anxiety UK via email to: firstname.lastname@example.org at the earliest reasonable opportunity and at least 10 working days before the end of your membership period with MEMBERSHIP CANCELLATION in the subject line.
We will also send you a reminder that your renewal is due providing you with a further opportunity to inform us renewal is not required via email to: email@example.com at the earliest reasonable opportunity and at least 10 working days before the end of your membership period with MEMBERSHIP CANCELLATION in the subject line.
Anxiety UK provides a referral service in respect of therapy services. It does not provide therapy services directly to members or other parties. Once a member is referred to an Anxiety UK Approved Therapist, the contract for supply of therapy services is between the member and the relevant Therapist. Anxiety UK Approved Therapists are not employees or workers of Anxiety UK when carrying out the therapy services.
Any payments Anxiety UK collects from members or other parties on behalf of the therapists for the services the therapist has provided to the member are either passed on to the relevant Anxiety UK Approved Therapist or retained by Anxiety UK as the referral fee due to it from the therapists (as applicable)
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 firstname.lastname@example.org.
All support emails received (including offline chat service messages)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, 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/Stripe.
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.
If purchasing an annual membership when each membership period comes to an end, a renewal notice will be issued and membership will be provisionally renewed for a further 12 months to ensure continuity of service.
If renewal is not required you must inform Anxiety UK via email to: email@example.com at the earliest reasonable opportunity and at least 10 days before the end of your membership period.
No refunds can be issued for any remaining membership term after payment has been taken for renewed memberships.
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 firstname.lastname@example.org.
When you submit your order, you are offering to buy the goods at the price set out in the order.
How we will accept your order - Our acceptance of your order will take place when we send you an email confirmation to accept it, at which point a contract will come into existence between you and us.
If you discover that you have made a mistake with your order please contact (email@example.com) 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.
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 firstname.lastname@example.org 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.
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 email@example.com 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 acknowledge that any refund requested if you cancel your membership during the '14 day cooling off’ period will be less the value of the digital content of the membership pack and 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.
Membership packs received in hard copy formatIf 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.
If the order has not been completed/processed then a refund less 15% admin fee can be provided
If eligible for a refund the following charges will apply if the order has been completed/processed.
|Membership level (1 year)||Fees paid
|Value of products provided||Admin fee
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. Therapy fees are not transferable.
- 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).
All refund requests for therapy services must be submitted within three months of the original purchase.
Third party products and services
Limitation of Liability
Anxiety UK is a facilitator to any third party products and services provided as member benefits. Unless otherwise stated, Anxiety UK will assume no liability for the Terms and Conditions and Privacy Policies of any third parties or any expenses or disputes arising thereof.
Calm Club subscription
Anxiety UK will require to collect your full name, email address and phone number in order to contact you and provide you with the relevant information about the Calm Club Anxiety relief sessions before and after attending the sessions. To determine that your suitability for accessing the service we will use a screening questionnaire that requires you to disclose any relevant medical information.
This information will be stored electronically for a year as the subscriptions are annual. The client will receive the booking information via Acuity and the sessions will be delivered via Zoom which are both USA based companies and both have a lawful mechanism in place to facilitate these international transfers of personal data, specifically Standard Contractual Clauses are in place between Anxiety UK and the two USA based Data Processors to safeguard your rights and freedoms and to ensure that Acuity and Zoom meet their obligations under GDPR.
Anxiety UK publishes contact information within the privacy notice to enable data subjects to contact the charity and uphold their rights, which they are also informed of within the privacy notice. Anxiety UK have processes in place for dealing with Data Subject Access Requests and requests for data deletion. The lawful basis for processing your personal data will be as described in the privacy notice, and the lawful basis for processing your special category (health) data will be based on your explicit consent.
Please note that if you wish to renew your annual Calm Club subscription, you must have an active Anxiety UK membership to renew your subscription at a discounted rate. In the case that you do not renew your Anxiety UK membership and still continue to access Calm Club service, you will be required to pay the remaining balance of a non-member rate to access Calm Club service. Anxiety UK reserve the right to alter the schedule of Calm Club sessions to meet or reflect demand at any given time.
Beating the Blues etherapy
Training and webinars
This group is for those who are affected by anxiety and anxiety disorders. You understand the sessions do not offer any treatments or cures for any medical/psychological conditions that you may have, nor make any kind of guarantees or outcomes from your participation in the sessions.
Please note that bookings are taken, on a first-come-first-serve basis and we cannot guarantee your place as the demand for the service is high.
If you are unable to attend a pre-booked support group, you should cancel your place giving at least 48 hours’ notice by following the cancellation link that can be found within the original Zoom registration confirmation email.
Alternatively, email: firstname.lastname@example.org. Please note we are not able to issue a refund.
By cancelling, giving at least 48 hours’ notice of the group’s start time, this allows your place to be allocated to another person. Unfortunately, as we receive many bookings, if you fail to cancel your place without giving 48 hours’ notice or if you fail to attend two group sessions (even when 48 hours’ notice is provided), we reserve the right to deny future access to this service.
You will receive an automated email via Acuity 24 hours prior to the group session and the Zoom details on the day that the support group is taking place. If you have not received the details or you are unable to attend the group, please contact us via email email@example.com
Therapist-led anxiety management course
Anxiety UK’s online, therapist-led anxiety management course runs for 1 hour, once a week. It is facilitated by an experienced Anxiety UK Approved Therapist and aim to provide participants with information and strategies to manage anxiety. Interventions covered in the course are based on the principles of Cognitive Behavioural Therapy (CBT), Compassion Focused Therapy (CFT) and Acceptance and Commitment Therapy (ACT).
This course is for those who are affected by anxiety and related challenges. You understand the sessions are not offering any treatments or cures for any medical/psychological conditions that you may have, nor making any kind of guarantees or outcomes from your participation in the sessions.
Anxiety UK cannot guarantee continued access to any membership benefits/services provided by third party organisations. All membership benefits will be valid at the time of purchase, however are subject to an annual review, and may be withdrawn at any time.
Zero Tolerance Policy
Anxiety UK operates a zero tolerance approach to abuse of all staff, workers, consultants, volunteers and Approved Therapists, a full copy of which is available here. By dealing with Anxiety UK you hereby acknowledge that you have read and understood the zero tolerance policy and agree to comply with it at all times. Any user who has their access to membership or services revoked will not be able to re-apply to become a member or access services for a minimum of two years.
None of the above affects your statutory rights. For further information about your statutory rights please visit: https://www.gov.uk/consumer-protection-rights`