Frequently asked questions
Where should I start?
Choose Book support for consultations and reviews, Training for online courses, or Downloads for policies, checklists and toolkits. Not sure? Try Help me choose or book a free 30-minute consultation.
Can all staff in my organisation use a purchased policy?
Yes. The purchase price includes adaptation and internal use throughout the purchasing organisation, including sharing with colleagues on its internal shared drive. There is no staff limit and no additional policy team licence to buy. Copyright remains with Looking Glass Care. Do not resell, publish publicly, redistribute outside your organisation or repackage the policies for sale.
Does the team licence apply to policies?
No. Policies and resources that already include organisation-wide internal use need no extra team licence. The £99 option applies only to one separately purchased eligible title for up to 10 named staff in one organisation. Confirm eligibility first and compare individual purchase costs; it is not automatically the cheapest option. It does not include the underlying item, a course catalogue or employer portal access. Planned learning subscriptions are awaiting launch; compare training plans.
What does £35 EHCP support include?
One hour of personalised support: choose a video consultation or support by email, telephone or messages, or an agreed combination. We can help you consider EHCP evidence, prepare questions and identify practical next steps. Preparation and review of the agreed documents are included at no extra charge and do not reduce your hour.
What should I send before a consultation?
Please send the relevant documents, your questions and what you hope to achieve. Email info@lookingglasscare.co.uk to arrange how to send documents. Preparation is included at no additional charge for all consultations. For email or message support, we agree how the booked time will be used before work starts.
How do I arrange a suitable time?
Book an available appointment online, or contact us with your preferred support method and availability. We aim to reply within 24 hours of your enquiry or booking request to agree arrangements. Times are flexible by agreement. This is a response aim; your consultation and completion dates are agreed separately.
What other support can I book?
We offer a free 30-minute consultation, policy or procedure reviews, remote compliance and admin support, compliance reviews and evidence-folder support. See Book support for each service’s scope, duration and price.
How much are remote support blocks?
5 hours: £165. 10 hours: £300. 20 hours: £560. Review the included benefits and terms on Plans and pricing before purchasing.
How much do courses cost?
Paid courses currently cost £4.99 or £5.85; check the price on the individual listing. Free mini-courses are also available. A course and a matching download are separate purchases unless expressly bundled.
What formats are in the full 92-policy pack?
The current ZIP contains 92 editable Word (DOCX) policies and 92 printable PDFs, plus START-HERE instructions, an index and a branded cover. Extract the ZIP before opening. PDFs are for reading and printing; edit the Word files using Microsoft Word or compatible software.
What is the difference between downloads and courses?
Downloads are files such as PDF checklists, editable Word policies and ZIP toolkits. The format is shown on each listing. Online courses are accessed through Training and use a member account to record progress. Matching downloads and courses are separate purchases unless the listing explicitly includes both.
How are digital products delivered?
For paid downloads, your file is supplied after payment is confirmed. Store download links are active for 30 days after they are sent. Save the files to your device. If a link expires, or a file is missing, corrupt or inaccessible, email info@lookingglasscare.co.uk with your order reference so we can help or resend the link. The link expiry does not limit your permitted use of files you have already downloaded, and is separate from online-course access.
Do I need an account?
You can browse public pages and use guest checkout for downloads. A member account is needed for online programmes, progress tracking, subscriptions and community participation.
Are the courses accredited?
Unless a listing explicitly states otherwise, courses provide non-accredited learning and completion evidence. They do not replace practical instruction, observed competency or an employer’s responsibility to assess safe practice.
Do you guarantee CQC or EHCP outcomes?
No. We provide independent preparation, document review and practical guidance. We do not make statutory decisions, provide legal representation, deliver regulated personal care or guarantee registration, inspection ratings, educational provision or funding outcomes.
Do I need to adapt the documents?
Yes. Check the listing’s file format, then adapt and approve templates for your service, workforce and local arrangements before use. Keep them under review against current official guidance.
Can I get a refund or help with a digital product or course?
We do not offer discretionary change-of-mind refunds, subject to your legal rights. Digital products include one amendment round if needed. Courses include either one amendment or one clarification consultation of up to 30 minutes. These extra benefits do not limit remedies for faulty or misdescribed content. Email info@lookingglasscare.co.uk with your purchase details and issue.
Can I reschedule a consultation?
Yes, up to three times per booking at no extra charge. Email info@lookingglasscare.co.uk more than 24 hours before the current appointment with your booking details and preferred dates. We agree a flexible, mutually suitable time. Late or further changes are not guaranteed. Legal cancellation rights remain unaffected.
What cancellation and refund rights do I have?
Consumers normally have 14 days to cancel online purchases. Digital supply ends that right only with the required express consent, acknowledgement and confirmation; a download or policy agreement alone does not. Early service work also requires an express request. Faulty content or services remain subject to legal remedies. For consultation cancellations outside cooling-off rights or missed appointments, any retained payment is limited to reasonable, evidenced net loss after savings or replacement bookings. Read the Refund Policy for full terms and how to cancel.
Where can I find privacy, accessibility and community information?
Read our Privacy Policy and Accessibility Statement. The Blog offers practical guidance; member community groups follow the published confidentiality and moderation rules.
