Terms & Conditions
About Looking Glass Care
Updated 20 September 2026. These terms cover new orders for Looking Glass Care consultations, online learning, downloads and subscriptions. Your agreed order details and any specific written scope form part of your contract. Earlier purchases keep the terms agreed when ordered; nothing here reduces your statutory rights.
Looking Glass Care is a UK sole-trader business providing online and remote support. Contact: info@lookingglasscare.co.uk. Correspondence: Suite A, 82 James Carter Road, Mildenhall, IP28 7DE, United Kingdom. This is not a customer visiting address.
We offer independent practical guidance, preparation and document support. We do not provide regulated personal care, legal representation or statutory decisions, and cannot guarantee CQC ratings, registration, EHCP provision or funding. CQC and EHCP guidance relates to England unless expressly stated otherwise. Online courses are non-accredited unless the listing explicitly says otherwise; completion does not establish practical competence.
Tell us about accessibility needs before ordering where possible. Please ask us for a suitable private route before sending sensitive case documents. Our Privacy Policy explains how information is handled.
Purchases, access & permitted use
Check the product or service description, total price and any recurring charge before paying. Your order confirmation records what you bought. Contact us promptly about an error or missing confirmation. Any additional work or fee must be agreed with you first.
Consultations and remote support cover the scope and time booked; relevant preparation is included unless a specific written quote says otherwise. Delivery times and formats are stated in the listing or agreed in writing. Downloads are digital files, with no physical delivery. Check the stated PDF, editable-document or ZIP format and device requirements before buying.
A purchased policy pack can be used internally across the purchasing organisation, including all its staff, without an additional team licence. Other resources follow the usage licence stated on their listing. You may adapt editable documents for that permitted use, but may not resell, redistribute or publish our materials. Course access is for the named learner; do not share login details. A separate team licence applies only where expressly offered for that item.
For subscriptions, the checkout summary states the billing frequency, included access and renewal charge. Cancel future renewal through your account or contact us for help. Access continues until the end of the paid period unless the agreed plan says otherwise. Downloads, consultations and other separately priced services are not included unless expressly listed. Existing orders retain their agreed price and scope.
Employer subscription activation is awaiting launch; an enquiry or demonstration is not a paid subscription or a promise of immediate access. We will confirm availability and the full terms before you pay.
Cancellations, help & your rights
Our Refund Policy, linked below, explains cancellations, rescheduling, remedies and how to request a refund. Consumers normally have a 14-day cancellation period for distance purchases, subject to the lawful exceptions described there.
Digital-content cancellation rights end only when you expressly consent to immediate supply and acknowledge losing those rights, with confirmation provided on a durable medium. Simply using this website does not waive them. If you expressly ask for a service to start during the cancellation period, you may owe only the lawful proportionate amount for work supplied. Nothing here removes rights for faulty, misdescribed or inadequately supplied content or services.
You may reschedule a consultation up to three times by emailing more than 24 hours before it starts. For late cancellations or missed appointments, any retained amount must reflect reasonable actual net loss after mitigation, as explained in the Refund Policy. If we cancel, we will offer a suitable new appointment or refund the undelivered service.
For help or a complaint, email info@lookingglasscare.co.uk with your order reference and the outcome you seek. We aim to acknowledge enquiries within 24 hours and will agree the next steps and timing with you. Please avoid including sensitive case details until we have agreed a suitable private route.
We remain responsible for performing services with reasonable care and skill. We do not exclude liability where the law prevents it, including for fraud, death or personal injury caused by negligence, or your statutory consumer rights. No later website change removes rights already agreed for an earlier order.
These terms are governed by the law of England and Wales. Consumers retain any mandatory protections and rights to use the courts available in their home jurisdiction. Read the Privacy Policy for how we handle personal information.