Terms and Conditions

These terms and conditions (the “Terms and Conditions”) govern the use of www.theanxietyclinic.org (the “Site”). This Site is owned and operated by The Anxiety Clinic Ltd. This Site is an ecommerce website.

By using this Site, you indicate that you have read and understand these Terms and Conditions and agree to abide by them at all times.

Intellectual property

All content published and made available on our Site is the property of The Anxiety Clinic Ltd. and the Site’s creators. This includes, but is not limited to images, text, logos, documents, downloadable files and anything that contributes to the composition of our Site.

Medical disclaimer

All material, information and/or advice made available to you (whether on our Site, as part of the Products or otherwise howsoever) (“Materials”) is provided for your information only and may not be construed as medical advice or instruction. None of the Materials is a recommendation as to how to treat any particular disease, health problem or health related condition. Nor have any Materials been evaluated by the Food and Drug Administration (FDA), Food Standards Agency (FSA), the National Institute for Health and Clinical Excellence (NICE) or any other Government or medical body in any country. The Materials do not supercede any advice given by any qualified medical practitioner, registered dietician or nutritionist.

The Materials we provide and/or Products are not a substitute for the consultation, diagnosis and/or medical treatment provided by your doctor, or other healthcare provider. You must not rely on the Materials and/or Products as an alternative to medical advice and (subject to your statutory rights) we expressly disclaim all responsibility for, and shall have no liability for, any damage, loss, expense, injury or liability whatsoever suffered by you or any third party as a result of your reliance on any Materials and/or Products we provide to you.

The Materials we provide and our Products and Programmes are based on our own research and experiences. You should not use the Materials for diagnosis or treatment of any disease, health problem, health related condition or for prescription of any medication or other treatment. If you think you may be suffering from any particular disease, health problem or health related condition (whether before, during or after the use of our Products) you should seek immediate medical attention from your doctor, or other healthcare provider. You acknowledge that you will not delay seeking or disregard medical advice or discontinue any medical treatment because of the Materials we provide to you or because you have purchased any of our Products. Treatment options, outcomes and insurance policy cover vary widely across the world and can only be properly advised by your own medical healthcare professional.

We (nor any of our officers, employees, consultants, agents and/or representatives) do not provide medical advice, diagnosis, treatment or medical services of any kind. We make no promises, assurances, warranties and/or representations that the Products (or any part of them) will treat, control or cure any particular disease, health problem or health related condition. Any results shown on this site are not guaranteed results. Individual results will vary.

If you have any specific questions or concerns about any medical matter, you should consult your doctor, or other healthcare provider as soon as possible.

Accounts

When you create an account on our Site, you agree to the following:

  1. You are solely responsible for your account and the security and privacy of your account, including passwords or sensitive information attached to that account; and
  2. All personal information you provide to us through your account is up to date, accurate, and truthful and that you will update your personal information if it changes.

We reserve the right to suspend or terminate your account if you are using our Site illegally or if you violate these Terms and Conditions.

Sale of goods

These Terms and Conditions govern the sale of all goods available on our Site.

We are under a legal duty to supply goods that match the description of the good(s) you order on our Site.

These Terms and Conditions apply to all the goods that are displayed on our Site at the time you access it. This includes all products listed as being out of stock. All information, descriptions, or images that we provide about our goods are as accurate as possible. However, we are not legally bound by such information, descriptions, or images as we cannot guarantee the accuracy of all goods we provide. You agree to purchase goods from our Site at your own risk.

We reserve the right to modify, reject or cancel your order whenever it becomes necessary. If we cancel your order and have already processed your payment, we will give you a refund equal to the amount you paid. You agree that it is your responsibility to monitor your payment instrument to verify receipt of any refund.

Third party goods and services

Our Site may offer goods and services from third parties. We cannot guarantee the quality or accuracy of goods and services made available by third parties on our Site.

Payments

We accept the following payment methods on our Site:

  • Credit Card;
  • PayPal;
  • Apple Pay;
  • Google Pay; and
  • Stripe.

When you provide us with your payment information, you authorise our use of and access to the payment instrument you have chosen to use. By providing us with your payment information, you authorise us to charge the amount due to this payment instrument.

If we believe your payment has violated any law or these Terms and Conditions, we reserve the right to cancel or reverse your transaction.

Right to cancel and receive reimbursement

Except as set out in this agreement, all sales are final.

Customers have the right to cancel the contract for a purchase of digital content from The Anxiety Clinic Ltd. for a full refund within a period of 14 days, beginning from the day after purchase, but only if you have not downloaded the product. To exercise your right to cancel you must not have downloaded the product, and inform us of your decision to cancel within 14 days of purchase. To cancel, contact us by email at help@theanxietyclinic.org, with “cancellation” in the subject line. Once you have received your refund, you will no longer have the right to access the Digital Content.

Please note this right does not apply to downloaded content. Once you have downloaded the content you have purchased, you have lost your 14 day right to cancel your purchase.

Effects of cancellation

Should you cancel your purchase under the above conditions, we will make the reimbursement using the same form of payment as you used for the initial purchase. You will not incur any fees because of the reimbursement.

This right to cancel and to reimbursement is not affected by any refund policy we may have.

Consumer Protection Law

Where the Sale of Goods Act 1979, the Consumer Rights Act 2015, or any other consumer protection legislation in your jurisdiction applies and cannot be excluded, these Terms and Conditions will not limit your legal rights and remedies under that legislation. These Terms and Conditions will be read subject to the mandatory provisions of that legislation. If there is a conflict between these Terms and Conditions and that legislation, the mandatory provisions of the legislation will apply.

Links to other websites

Our Site may contain links to third party websites or services that we do not own or control. We are not responsible for the content, policies, or practices of any third party website or service linked to on our Site. It is your responsibility to read the terms and conditions and privacy policies of these third party websites before using these sites.

Indemnity

Except where prohibited by law, by using this Site you indemnify and hold harmless The Anxiety Clinic Ltd. and our directors, officers, agents, employees, subsidiaries, and affiliates from any actions, claims, losses, damages, liabilities and expenses including legal fees arising out of your use of our Site or your violation of these Terms and Conditions.

Applicable law

These Terms and Conditions are governed by the laws of the Country of England.

Severability

If at any time any of the provisions set forth in these Terms and Conditions are found to be inconsistent or invalid under applicable laws, those provisions will be deemed void and will be removed from these Terms and Conditions. All other provisions will not be affected by the removal and the rest of these Terms and Conditions will still be considered valid.

Unacceptable and unreasonable behaviour

Our staff are expected to treat individuals with courtesy, respect and fairness. Similarly, we expect our staff to be treated in the same way. We have a duty to protect the welfare and safety of staff. If you behave unacceptably or unreasonably, we will refer to this policy.

Unacceptable behaviour

We understand that people may act out of character in times of distress or due to frustration. However if that frustration becomes aggression or abuse towards our staff, we won’t accept that.

Our staff have the right to undertake their work free from aggression or abuse and we expect them to be treated with courtesy and respect. Aggressive or abusive behavior may include:

  • threats of physical harm or actual physical harm
  • behaviour or language (verbal or written) that may cause staff to feel offended, afraid, threatened or abused
  • insulting or degrading language
  • personal grudges toward certain staff
  • making serious allegations against staff without any evidence

We may also decide that comments aimed not at us but at third parties are unacceptable because of the effect that listening to or reading them may have on our staff.

Examples of unacceptable behaviour:

  • threats, verbal abuse, shouting, obscene / derogatory remarks and rudeness
  • racist, sexist, homophobic, transphobic, disablist comments, or other harassment based on personal characteristics
  • repeatedly demanding disciplinary action be taken against staff
  • recording meetings or telephone conversations without consent

Unreasonable demands

A demand may be unreasonable if handling it could take up an excessive amount of staff time. We have limited resources to respond, so this could stop other complaints from being handled in time.

We may decide a demand is unreasonable if, for example, you:

  • demand responses within an unreasonable timescale
  • insist on seeing or speaking to someone more senior or a particular member of staff when that is not possible
  • keep changing what your complaint is about
  • keep raising new or unrelated concerns

Examples of unreasonable demands:

  • demanding a response from the CEO or a senior manager and refusing to speak to anyone more junior
  • demanding that nobody who is male / female deals with your complaint
  • demanding to speak to someone on the same day when that person isn’t available
  • demanding an immediate call back from a manager

Unreasonable frequency or duration of contact

The number of times you contact us, or the duration of each contact, can cause problems for our staff.

The level of contact may become unacceptable when the amount of time spent talking to an individual on the telephone, or responding to, reviewing and filing emails or written correspondence, means we struggle to deal with that complaint, or with other people’s complaints.

Examples of unreasonable frequency or duration of contact:

  • making a lot of calls in one day
  • frequent emails about the same issue or repeatedly sending us emails with large amounts of information attached that is not needed when a matter is closed
  • sending in new complaints before we have had an opportunity to address earlier complaints
  • repeatedly asking us to look at the same issue when we have already addressed it through this process or another
  • repeatedly making very long calls to us

How we manage unacceptable and unreasonable behaviour

If we feel behaviour is unacceptable or unreasonable, we may take any of the following actions:

  • restrict or end contact on the matter
  • restrict contact on all matters
  • ask that all future contact is made through a third party advocate
  • end contact entirely for a period of time
  • report incidents to the police (for example, if violence has been threatened)
  • take any other action that we consider appropriate (in extreme cases, this may include blocking calls and returning correspondence)

Where staff are considering the above or have had to take immediate action (for example, end a phone call), they will discuss this with their manager ,who will then consider with staff which action is appropriate (if any). We will let you know about the action we are taking and the reason for it. This may include how long restrictions will be in place.

In making our decision, we may consider:

  • how it affects our staff
  • how it affects the individual (including their personal circumstances and any reasonable adjustments)
  • the extent to which we are able to engage or assist
  • the extent to which the process or subject matter has been exhausted

This process may be reconsidered by us if you commits to behaving with courtesy, respect and fairness and: 

  • some time has passed
  • there is a more suitable alternative available
  • we receive evidence that there were exceptional reasons for the behaviour

For Customers in the United States

The information, products and services offered on or through the site and by The Anxiety Clinic Ltd. and any third-party sites are provided “as is” and without warranties of any kind either express or implied. To the fullest extent permissible pursuant to applicable law, we disclaim all warranties, express or implied, including, but not limited to, implied warranties of merchantability and fitness for a particular purpose. We do not warrant that the site or any of its functions will be uninterrupted or error-free, that defects will be corrected, or that any part of this site, including bulletin boards, or the servers that make it available, are free of viruses or other harmful components.

We do not warrant or make any representations regarding the use or the results of the use of the site or materials on this site or on third-party sites in terms of their correctness, accuracy, timeliness, reliability or otherwise.

Under no circumstances, including, but not limited to, negligence, shall we, our subsidiary and parent companies or affiliates be liable for any direct, indirect, incidental, special or consequential damages that result from the use of, or the inability to use, the site, including our messaging, blogs, comments of others, books, emails, products, or services, or third-party materials, products, or services made available through the site or by us in any way, even if we are advised beforehand of the possibility of such damages. (Because some states do not allow the exclusion or limitation of certain categories of damages, the above limitation may not apply to you. In such states, our liability and the liability of our subsidiary and parent companies or affiliates is limited to the fullest extent permitted by such state law.) You specifically acknowledge and agree that we are not liable for any defamatory, offensive or illegal conduct of any user. If you are dissatisfied with the site, any materials, products, or services on the site, or with any of the site’s terms and conditions, your sole and exclusive remedy is to discontinue using the site and the products, services and/or materials.

This site is continually under development and The Anxiety Clinic Ltd. makes no warranty of any kind, implied or express, as to its accuracy, completeness or appropriateness for any purpose.

Changes

These Terms and Conditions may be amended from time to time in order to maintain compliance with the law and to reflect any changes to the way we operate our Site and the way we expect users to behave on our Site. We will notify users by email of changes to these Terms and Conditions or post a notice on our Site.

Contact details

Please contact us if you have any questions or concerns. Our contact details are as follows: help@theanxietyclinic.org   

The Anxiety Clinic Ltd., 71-75 Shelton Street, Covent Garden, London WC2H 9JQ

You can also contact us through the contact form available on our Site.

Effective date: 28 March, 2024