Legal

Terms and Conditions

Last updated: 13 August 2026

1. Who we are

This website is operated by New Maudsley Carers – Kent (“we”, “us”, “our”). Your point of contact for anything relating to this website or your order is Jenny Langley.

You can contact us at jenny@newmaudsleycarers-kent.co.uk or on 07887 840470.

2. These terms

These terms apply when you browse this website, create an account, or buy digital resources from us. By placing an order you confirm that you accept these terms. Please read them before you buy.

We may update these terms from time to time. The version published on this page at the moment you place an order is the version that applies to that order.

3. Our resources

We sell digital resources for carers, including streamed training videos, downloadable presentation slides in PDF format, and written manuals. Everything we sell is delivered digitally. Nothing is posted to you.

Videos are streamed through Vimeo and are viewed on pages of this website. They are not supplied as downloadable video files. PDFs are supplied as downloads through your account.

We describe each resource as accurately as we can, but small differences in wording, running time or page count may occur.

4. Your account

You need an account to buy from us, because your purchased resources are unlocked against that account. Please use an email address you can access, and keep your password confidential.

You are responsible for activity that takes place under your account. Please tell us promptly if you think someone else has gained access to it.

Your account is personal to you. You may use it within your own household or family, including with the person you care for. You must not share your login details with anyone outside your household, allow anyone outside your household to sign in as you, or use your account to give others access to our videos or downloads. We may suspend an account, without refund, where it appears to be shared more widely than this.

5. Orders and payment

Prices are shown in pounds sterling on each product page. Your order is accepted once payment has been taken and we send you an order confirmation email.

Payments are processed by Stripe. We do not see or store your full card details. If a payment fails, your order will not complete and access will not be granted.

If we have made an obvious pricing error, we may cancel the order and refund you in full rather than supply at the wrong price.

6. Access to what you have bought

Once your payment has completed, access is granted to your account. You can find your resources in two places:

• Video pages are unlocked in the Carer Resource Library, reached from your account.
• PDF downloads appear under My Account → Downloads.

We intend to keep your purchased resources available to you for as long as we reasonably can. We do not currently place a time limit or a download limit on them. If we ever need to withdraw a resource permanently, we will give you reasonable notice so that you can download your PDFs.

Access depends on things partly outside our control, including your internet connection and the availability of Vimeo. Occasional interruptions can happen, and we cannot promise the site will be available uninterrupted.

7. How you may use our resources

When you buy a resource, we grant you a personal, non-transferable licence to use it for your own use as a carer, or within your own family. You do not own the copyright, which remains with us or our licensors.

You may print a copy of a PDF for your own reference and share it with the person you care for or others caring for them within your household or family.

You may not:

• share your account login details with anyone outside your household or family, or allow anyone else to use your account to reach our videos or downloads;
• upload, republish, or forward our videos or PDFs anywhere else, including on social media, shared drives or messaging groups;
• sell, sub-licence or otherwise commercially exploit our resources;
• use our resources to deliver paid training or professional services without our written permission;
• attempt to download, record, or circumvent the protection on our streamed videos.

If you are a professional or an organisation wanting to use these materials with the families you support, please contact us — we are usually glad to help, but it needs a separate arrangement.

We may suspend or withdraw access, without refund, if these restrictions are seriously or repeatedly breached.

8. Cancellations and refunds

Because our resources are digital and are made available to you immediately after payment, there is normally no right to cancel once you have started to access them.

That said, we would much rather you were happy than hold you to a technicality. If something has gone wrong — you bought the wrong item, you were charged twice, a resource did not work, or it was not what you reasonably expected — please email us and we will look at it sympathetically on a case-by-case basis. We deal with refund requests individually and fairly.

If a resource is faulty or not as described, you have legal rights under the Consumer Rights Act 2015 to a repair, replacement or refund. Nothing in these terms affects those rights.

To ask about a refund, email jenny@newmaudsleycarers-kent.co.uk with your order number.

9. The nature of our content

Our resources are educational. They are written to help carers understand and respond to eating disorders and self-harm, drawing on the New Maudsley approach.

They do not constitute medical, clinical, psychological, therapeutic or dietary advice, and they cannot take account of any individual circumstances. They are not a substitute for assessment or treatment by a qualified professional, and you should not delay seeking professional help because of something you have read or watched here.

Some of our material deals frankly with self-harm and disordered eating and some people may find it distressing. Please look after yourself while using it.

10. Our responsibility to you

We do not exclude or limit our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, and for fraud.

Subject to that, we are not liable for losses that were not foreseeable, or for any loss arising from decisions you take about care or treatment based on our resources. Where we are liable, our liability is limited to the amount you paid for the resource concerned.

These terms cover consumer use. If you are buying in the course of a business, we are not liable for loss of profit, business, or business opportunity.

11. Links to other websites

We link to other organisations and resources that we think may help. We do not control those sites and are not responsible for their content or their handling of your data.

12. Your personal information

We handle your personal information as set out in our Privacy Policy.

13. Complaints

If you are unhappy with anything we have supplied, please contact us first and give us the chance to put it right. We aim to respond within five working days.

14. Governing law

These terms are governed by the law of England and Wales, and disputes may be brought in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your own country.