In short
Before the detail, here is the summary. It is not a substitute for the rest of the page, but if you only read one section, read this one.
- We are NeuroHub Community Ltd, a company registered in England and Wales.
- We trade in pounds sterling. The price you see includes any tax we have to charge. If you are outside the UK, our checkout may show and charge you in your own currency. Postage for physical items is shown separately before you pay.
- Conference and event tickets are sold through our ticketing partner, Humanitix. There is no legal right to cancel a ticket for an event on a set date, but each event has its own refund window, shown on its ticket page before you buy. Tickets cannot be passed to someone else.
- Ebooks, toolkits, downloads and online courses are yours as soon as you buy them. Because we give you access straight away, you give up the 14-day right to change your mind. We ask you to confirm that at checkout.
- Merchandise (physical products, printed to order) can be returned within 14 days if you change your mind, and we will put it right if it arrives damaged or wrong.
- The Professional Gateway has a 12-month minimum term, paid monthly or annually. After that you can cancel at any time. Anything you downloaded while you were a member is yours to keep.
- If something is wrong, tell us. Your legal rights are unaffected by anything on this page.
1. Who we are
- Registered name: NeuroHub Community Ltd
- Registered in: England and Wales
- Company number: 16982086
- Registered office: Suite A, 82 James Carter Road, Mildenhall, IP28 7DE
- Email: enquiries@neurohubcommunity.org for general questions, orders and complaints. events@neurohubcommunity.org for anything about event tickets.
- VAT: We are not registered for VAT, so we do not charge VAT on anything we sell.
“We”, “us” and “our” mean NeuroHub Community Ltd. “You” and “your” mean the person buying.
2. What these terms cover
These terms apply when you buy anything from us: through our website, neurohubcommunity.org, or, for conference and event tickets, through our ticketing partner Humanitix. That covers conference and event tickets, on-demand recordings of our events, ebooks, toolkits and other downloads, online courses, the Professional Gateway subscription, and merchandise.
They sit alongside our Website Terms of Use, our Privacy Notice and our Cookie Notice.
If you are buying for an organisation rather than for yourself, section 11 applies to you instead of the consumer sections.
By placing an order you accept these terms.
3. Prices, currency and tax
We trade in pounds sterling (£). Our contract with you is in pounds sterling.
The price shown for each item is the total price for that item, including any tax we have to charge. We are not VAT registered. Postage for physical items is shown separately before you pay. We do not add booking fees or other charges at the last step. For event tickets, Humanitix may add its own booking fee, and that is shown before you pay.
If you are outside the UK, our checkout may show prices, and take payment, in your own currency. The conversion is done by our payment processor at the rate that applies at the time. The amount we receive is in pounds sterling.
Refunds are made in the currency you paid in, to the same payment method. If a currency conversion was involved, the amount that comes back may differ slightly from what you originally paid, because exchange rates move. We refund the full amount we received.
Import duty and local taxes on physical products. If you are outside the UK and you order merchandise, your country may charge import duty, tariffs or local sales tax when the parcel arrives. That charge is set by your country’s customs authority, not by us. We do not collect it and we cannot tell you in advance what it will be. You pay it, usually to the courier, before delivery. This does not apply to tickets, downloads, courses or memberships.
4. How an order works
For anything bought through our website:
- You add items to your basket and go to checkout.
- Before you pay, you will see the total price, any postage for physical items, and, for digital items such as downloads, on-demand recordings and courses, a tick box confirming you want immediate access and understand what that means for your cancellation rights.
- Placing an order means you are agreeing to pay.
- The contract is made when we send you the order confirmation email, not when you place the order.
- If we cannot fulfil your order, we will tell you and refund you in full.
Please keep the confirmation email. It contains the information you are legally entitled to receive, and it is your proof of purchase.
For event tickets, the order is placed through Humanitix and the confirmation comes from Humanitix. Section 5 explains how that works.
5. Conference and event tickets
Where you buy
Tickets to our events are sold through our ticketing partner, Humanitix. When you buy a ticket you also agree to Humanitix’s own terms, which cover the ticketing and payment process. These terms cover the event itself and our policies for it. If anything here says something different from the refund policy shown on the event’s ticket page, the ticket page applies.
What you are buying
A ticket gives you access to the event you booked, for the dates and format shown when you bought it. Where the event is recorded, your ticket also gives you access to the recordings and to any on-demand library we said was included.
Changing your mind
There is no 14-day right to cancel a ticket to an event on a set date. This is because the law treats a service supplied on a specific date as an exception to the usual online shopping cancellation right. We are required to tell you this, and we are telling you now, before you buy.
That is the legal position. Our own policy is set out next.
Our refund policy
Each event has its own refund window and refund amount. We set them when we create the event, and they are shown on the event’s ticket page before you buy. Please check them before you book.
Inside the refund window, you can cancel your ticket yourself through Humanitix and the refund is made automatically. After the window has closed, there is no refund. By then we have committed to costs we cannot recover.
We do not need to know why you are cancelling. You do not have to explain, and we will not ask.
If your circumstances are exceptional and the window has closed, email events@neurohubcommunity.org anyway. We will look at it.
Tickets cannot be passed to someone else
Your ticket is for you. You cannot transfer it to someone else or sell it on. If you cannot come, cancel it through Humanitix if the refund window is still open, or email events@neurohubcommunity.org and we will cancel it for you. Recordings and library access stay with the original ticket holder.
If we change or cancel the event
If we cancel the event, you get a full refund of everything you paid. You can choose instead to move your ticket to a rescheduled date, if there is one.
If we postpone the event, we will move your ticket to the new date. If the new date does not suit you, tell us and we will refund you in full.
If an in-person day has to become online only, we will tell you as soon as we can and refund you the difference between what you paid and the price of the equivalent online ticket.
We cannot refund travel, accommodation or other costs you have paid to someone else. Please think about that before booking non-refundable travel.
If the programme changes
We publish the programme in advance and we intend to deliver it as advertised. Speakers sometimes have to withdraw, often at short notice and often for health reasons.
If a speaker cannot appear, we will replace them or replace the session, and we will tell you by email as soon as we know. That on its own does not entitle you to a refund.
If a speaker you specifically bought a ticket to see withdraws, email events@neurohubcommunity.org. We will discuss a refund with you.
Access
We want you to be able to take part. Before each event we publish an access statement. For in-person days that covers how to get to the venue and get around it, whether there is a quiet room (there usually is, where the venue allows), an itinerary of the day with breaks, and where to find food, drink and toilets. For online events it covers what the platform needs and how the day is structured. Where a session covers difficult material, we say so in advance.
If you need an adjustment we have not thought of, email events@neurohubcommunity.org as early as you can, because some adjustments take time to arrange. There is no deadline. We will do our best whenever you ask.
Being at the event
We want everyone to be safe and comfortable.
We do not police how people behave, move, communicate or regulate themselves. Stimming, using AAC, wearing ear defenders, not making eye contact, moving around, keeping your camera off, and leaving a session at any point are all fine. You do not need to explain any of it and you do not need to ask permission.
We will step in if someone’s behaviour puts another person’s safety, comfort or ability to take part at risk. If that happens, we will talk to the people involved first, and we will start from the assumption that something has been misunderstood rather than that someone has done something wrong.
If we cannot resolve it that way, we may ask someone to leave a session or the event. We will only do that where it is necessary to keep other people safe. If we ask you to leave for that reason, we will not refund your ticket, and we will write to you afterwards explaining the decision.
Recording and photography
We record our events. The recordings are part of what ticket holders buy, and we may also use extracts to promote future events.
At online events, you will not appear in the recording unless you turn your camera on or speak. Questions asked out loud may be captured. If you would rather not be identified, you can email your question in advance to events@neurohubcommunity.org, or type PRIVATE at the start of your message in the chat. We will then ask your question without reading out your name or showing your message on screen. The chat itself is not included in recordings.
At in-person events, we use a lanyard system. If you do not want to be photographed or filmed, ask for a lanyard when you arrive. Our photographer and team will avoid you, and if you do appear in a photograph we will not use it.
If you appear in a recording or photograph we have published and you want it removed, email enquiries@neurohubcommunity.org and we will remove it.
Your own photos and recordings. You are welcome to take photographs or record sessions for your own personal use, for example to help you process or remember the content. You must not share, upload or publish them anywhere, and you must not share our recordings with people who have not bought a ticket.
6. Ebooks, toolkits, on-demand recordings and other downloads
What you are buying
A licence to download or view the item and use it, for yourself or within your own practice. You do not own the copyright. Where a ticket holder is given access to event recordings as part of their ticket, this section applies to those recordings too.
You may not share it, resell it, republish it, or upload it anywhere. If your organisation wants several people to have a copy, email enquiries@neurohubcommunity.org about a group licence.
Changing your mind
You normally have 14 days to change your mind about something bought online. For instant downloads and on-demand recordings, you give that right up in exchange for getting access straight away.
At checkout you will be asked to tick a box confirming two things: that you want the download immediately, and that you understand you lose the right to cancel once it starts. If you do not tick it, we cannot give you the download until the 14 days have passed.
If something is wrong
If a file will not download, is corrupted, is not what was described, or is missing pages, email enquiries@neurohubcommunity.org and we will fix it or refund you. That is your legal right and this section does not affect it.
What we need from you
Digital items go to the email address on your order. Please check it before you pay. If you do not receive your download within an hour, check your spam folder, then email us.
7. Online courses
What you are buying. Access to the course through our learning platform, with no time limit. You can return to it for as long as we offer the course.
Changing your mind. The same rule as downloads applies: because you get access immediately, you will be asked at checkout to confirm you want that and that you understand you lose the 14-day cancellation right.
If it is not right for you, email us anyway. We will listen.
If we withdraw a course. If we have to withdraw a course you have bought, we will give you at least 7 days’ notice. Where we can, we will give you a copy of the course materials to keep. If we cannot, we will refund you.
We may update course content. We will not reduce what a course covers below what was described when you bought it.
8. The Professional Gateway subscription
This section applies when you buy the Professional Gateway through our website.
What you are buying
Access to the Professional Gateway resource library for as long as your membership is active, including every new toolkit we publish while you are a member. It also includes free access to our monthly professional meet-ups on Discord, which non-members pay £5.00 to attend.
Price and billing
- Monthly: £24.99, charged every month on the date you joined.
- Annual: £290.90, charged once a year on the date you joined.
Your membership has a minimum term of 12 months from the day you join, whichever way you pay. If you pay monthly, you are committing to 12 monthly payments. If you pay annually, your first payment covers the minimum term.
After the first 12 months, your membership continues month by month, or year by year, until you cancel. We will email you before each annual renewal to remind you it is coming.
We will not change the price during your minimum term.
Your 14-day right to change your mind
Because you are buying online, you have 14 days from the day you join to change your mind and get a full refund, unless you have already downloaded resources from the library. Email enquiries@neurohubcommunity.org within the 14 days and say so.
How to cancel
After your minimum term, you can cancel at any time from the My Account area of the website, or by emailing enquiries@neurohubcommunity.org. We will not ask you to phone anyone, and we will not ask you why. Your membership then runs to the end of the period you have already paid for. After that it stops and you will not be charged again.
During your minimum term, you can tell us you want to leave, and we will not renew your membership afterwards, but the remaining payments for the minimum term are still due and your access continues until the term ends. If you paid annually, we do not refund the unused part of the year.
What happens to what you downloaded
Toolkits you downloaded while you were a member are yours to keep and keep using, for yourself or within your own practice, under the same licence terms that applied when you downloaded them. We will not ask you to delete them.
You will no longer be able to sign in to the library or download anything new, and meet-ups will go back to the £5.00 non-member price.
What we do and do not promise
We publish new toolkits regularly. We do not promise a set number in any period, and we cannot promise that any particular toolkit will ever be published.
Occasionally we may produce something substantial that sits outside the library, such as a full course or the annual conference. If we do, we will say so clearly when we launch it, and we will normally offer members a reduced price rather than including it. We will not move toolkits that are already in the library out of it.
If we change what your membership includes in a way that leaves you materially worse off, we will email you at least 30 days beforehand. You can then cancel, even during your minimum term, and we will refund the unused part of anything you have paid.
Price changes
If we change the price, we will email you at least six weeks before it takes effect. You can cancel before then if you do not want to pay the new price. We will not change the price during your minimum term.
If a payment fails
We will try again and email you. If it still fails after three attempts, your membership will pause and you will lose access until it is paid. We will not charge you a fee for a failed payment. If you are within your minimum term, the payments for the rest of the term are still due.
9. Merchandise
Who makes it. Our merchandise is physical products, printed to order for us by our printing partner, Printful. We are the seller, so your contract is with us and if anything is wrong you deal with us, not with them.
Delivery
Your order is printed and posted from whichever of our printing partner’s facilities is closest to you.
- Typical delivery time: provided by printify, please see their terms. Where we are the providers, we aim to deliver within 7 to 14 days
- Postage cost: shown at checkout before you pay.
- We will deliver within 30 days at the latest. If we cannot, you can cancel and get a full refund.
If a parcel comes back because it was refused, unclaimed, or the address was wrong, we will refund the price of the items but not the postage. Please check your address carefully before you order.
If it arrives damaged, misprinted or wrong
Email enquiries@neurohubcommunity.org with a photograph. We will send a replacement or refund you, whichever you prefer.
Please tell us within 30 days of delivery if you can, because that is the window in which our printing partner will replace it for us. If you tell us later than that, you still have your legal rights and we will still put it right.
If you change your mind
You have 14 days from the day you receive the item to tell us you want to cancel, and then 14 days to send it back.
- Email us first and we will tell you where to send it. This may be our printing partner’s returns address rather than ours.
- You pay the return postage.
- The item needs to be unused and in a condition we could reasonably resell.
- We refund the price of the item and the standard outbound postage within 14 days of getting it back, or of you proving you sent it.
This applies to our standard designs from the shop. It does not apply to anything genuinely made to your own specification, for example an item personalised with your name, unless it is faulty, damaged or not as described.
10. Your right to change your mind, all in one place
Summary table:
| What you bought | Is there a 14-day right to cancel? | Our own policy |
|---|---|---|
| Conference or event ticket | No. Events on a set date are exempt. | Each event has its own refund window and amount, shown on its ticket page. No refund after the window closes. Tickets cannot be passed to someone else. |
| Ebook, toolkit, download, on-demand recording | No, once you have confirmed at checkout that you want it straight away and understand you lose the right. | We will fix or refund anything faulty or not as described. |
| Online course | No, on the same basis as downloads. | Lifetime access. Email us if it is not right for you. |
| Professional Gateway | Yes, 14 days from joining, unless you have already downloaded from the library. | 12-month minimum term, then cancel any time. |
| Merchandise (physical products) | Yes. 14 days from delivery to tell us, 14 days to return it. | As set out in section 9. |
| Online meet-up ticket (non-members) | No. It is a ticket for a set date, like any other event. | Refund window shown on the event’s ticket page. |
To cancel, just email us at enquiries@neurohubcommunity.org and say so. You do not have to use any particular form of words. If you would rather use a standard form, there is one at the end of this page.
11. Buying for an organisation
If you are buying on behalf of an employer, a school, a university, a local authority, an NHS body or any other organisation, the consumer rights in this document do not apply to you, and these terms apply instead:
- Bulk ticket bookings can be arranged by invoice. Email enquiries@neurohubcommunity.org.
- Payment is due within 7 days of the invoice date.
- Delegate names can be changed free of charge up to 7 working days before the event.
- Cancellation: each event has its own refund window and amount, we set them when we create the event, please check humanitix. Cancellation policy is shown on the events page before you book, please check the event page before you book.
- Toolkits and course access are licensed to named individuals. If you want several people to have access, tell us and we will price it.
One caution: a self-employed practitioner buying in their own name is usually still a consumer in law, even if they are buying for work. If in doubt, treat the buyer as a consumer.
12. If something is wrong
Your legal rights stay with you. Nothing on this page reduces them. Under the Consumer Rights Act 2015:
- Goods must be of satisfactory quality, as described, and fit for purpose. If they are not, you have the right to reject them within 30 days, or to a repair, replacement, price reduction or refund after that.
- Digital content must be of satisfactory quality, as described, and fit for purpose. If it is not, you have the right to a repair, replacement, price reduction or refund.
- Services, including our events and live sessions, must be carried out with reasonable care and skill.
You do not need to quote any of that at us. Just tell us what has gone wrong and we will put it right.
13. If something goes wrong between us
If you are unhappy with something we have sold you, or with how we have treated you, please tell us. It is fine to complain. We would rather know.
Email enquiries@neurohubcommunity.org and put “Complaint” in the subject line. You can also write to us at Suite A, 82 James Carter Road, Mildenhall, IP28 7DE.
You do not need to use any particular words or format. You do not need to explain why it matters to you. Just tell us what happened and what you would like us to do.
If it is easier, someone else can complain for you. That can be a friend, a family member, a support worker or an advocate. Tell us their name and that you are happy for us to talk to them.
What we will do:
- Confirm we have got your complaint within 3 working days.
- Give you a full reply within 20 working days. If we need longer, we will tell you before those 20 days are up and say when to expect a reply.
- Keep it confidential, and only share it with people who need to see it to sort it out.
- Tell you what we decided and why, in writing.
Complaining will not affect how we treat you. It will not affect your membership, your tickets, or anything else you have bought from us.
If you are not happy with our reply, email enquiries@neurohubcommunity.org and ask for it to be looked at again by our Chief Executive Officer. We will reply within a further 20 working days.
If we cannot resolve your complaint between us, we will write to you to say so and tell you about independent dispute resolution.
If you need any of this in a different format, tell us and we will send it to you that way.
14. Our responsibility to you
Nothing in these terms limits or removes our responsibility for:
- death or personal injury caused by our negligence
- fraud or fraudulent misrepresentation
- the statutory rights described in section 12
- anything else the law does not allow us to limit
Otherwise, if we fail to meet these terms we are responsible for the loss you suffer that is a foreseeable result of that failure. We are not responsible for loss that was not foreseeable, and our responsibility for any one order is limited to the price you paid for it, or £500.00 if that is more.
We are not responsible for loss of profit, loss of business, or loss of opportunity.
If you are buying for an organisation, our responsibility is limited to the amount you paid for the order in question.
15. General
We may change these terms. The version on the website when you place your order is the one that applies to that order. For memberships, we will give you notice as set out in section 8.
If part of these terms cannot be enforced, the rest still applies.
Which law applies. These terms are governed by the law of England and Wales, and disputes can be brought in the courts of England and Wales. If you are a consumer living elsewhere, you keep the benefit of any protections your own country’s law gives you that cannot be taken away by agreement, and you can bring proceedings in your own country’s courts.
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