Member Terms

Last updated: November 3, 2025

1. Agreement

These Terms and Conditions govern your use of neurobetter services and membership. By creating an account or using our services, you agree to be bound by these Terms and Conditions.

Important: These Terms and Conditions should be read alongside:

• Our Privacy Policy
• Our Community Guidelines
• Our Cookie Policy

By registering as a member and using our services, you warrant that you shall comply with all Core Requirements (defined below).

2. Definitions

2.1 Key Terms

In these Terms and Conditions, the following words and expressions shall have the following meanings:

"Community Guidelines" means the community guidelines issued by neurobetter for members and other users of the website, as amended from time to time.

"Core Requirements" means the following requirements:

• To be 18 years of age or older
• To agree to and comply with the Community Guidelines
• To have completed the neurobetter registration requirements (as amended from time to time), including age verification checks
• To comply with any local laws which apply to the use of the website and services
• That all information provided by you to neurobetter is truthful, accurate and complete
• To comply with all laws and regulations applicable to your use of the services, in particular (without limitation) all requirements relating to the use and storage of personal data

"Counsellor" means a qualified counsellor (regulated by BACP) providing responses through our "Ask A Counsellor" service.

"Member" means a person registered on the website as a member in accordance with these Terms and Conditions (also referred to as "you" or "your").

"neurobetter" means neurobetter, a charity and company limited by guarantee registered in England and Wales (Charity Number: 1210347, Company Number: 15612856), whose registered office is at Ground Floor, Kings House, 101-135 Kings Road, Brentwood, Essex, CM14 4DR (also referred to as "we", "us" or "our").

"Provider" means any healthcare provider, mental health service, charity or other organisation listed in the Services Directory, including those with Sponsored Listings.

"Services" means the services provided by neurobetter including:

• The Advice Hub (information and resources on mental health and neurodivergence)
• The Services Directory (searchable directory of local services and providers)
• The Online Community (peer support forum)
• Ask A Counsellor (private counselling queries)
• Crisis signposting resources
• Campaigns and fundraising information
• Volunteer opportunities
• Any other services made available through the website

"Sponsored Listing" means an enhanced provider listing in the Services Directory for which a Provider has paid a fee.

"Website" means https://neurobetter.org and any associated subdomains, mobile applications, or other platforms through which neurobetter services are provided.

2.2 Interpretation

Where the context admits or requires, the singular shall include the plural and the masculine shall include the feminine.

3. Member Obligations

3.1 General Obligations

As a Member, you agree with neurobetter as follows:

1. Accurate Information: To provide accurate, truthful and complete information during registration and to keep your account information up to date.
2. Age Requirement: That you are at least 18 years of age. If you are under 18, you may only provide your email address to be contacted when services for under-18s become available.
3. Age Verification: To complete age verification checks as required by neurobetter, which may include verification through third-party services such as Yoti.
4. Identity Verification: To complete identity verification checks if requested by neurobetter for certain services or features.
5. Compliance with Information Requests: To provide any information reasonably requested by neurobetter in relation to your use of the website and services, or to maintain compliance with legal or regulatory requirements.
6. Content Rights: To ensure that all content and materials you post on the website or provide to any other user include only material which you have the right to share, and to grant neurobetter any necessary licenses to use such material on the website.
7. Platform Understanding: That neurobetter provides a platform for peer support, information sharing, and connection to services, but does not provide medical or psychological treatment.
8. Content Moderation: That neurobetter may moderate and review any content provided on or via the website and may remove any content it deems inappropriate or in breach of the Community Guidelines.
9. Account Security: That you are responsible for your password and username and shall at all times keep them secure and confidential.
10. Use of Your Information: That neurobetter may use your details and other material reasonably necessary for the purposes of providing the services, creating your profile, and operating the website.
11. Device Security: To take reasonable steps to ensure that you have appropriate hardware, software and protection (including virus protection) to enable safe and secure use of the website.
12. Proper Use: To use the website and services only in the manner for which they are designed and intended.
13. No Reverse Engineering: Not to (and shall ensure third parties do not) disassemble, decompile, reverse-engineer or create derivative works from the website or services.
14. Acceptable Use: To comply with the neurobetter Acceptable Use requirements and Community Guidelines at all times.
15. Account Responsibility: That you are responsible for all activities undertaken through your account.
16. No Data Export: Not to use any data from the website for purposes other than intended, or to export any data from the website without neurobetter's agreement.

3.2 No Account Transfer

You do not have any rights to transfer your account to another person or allow any other person to use your account.

3.3 Core Requirements

You warrant to neurobetter that you shall at all times comply with the Core Requirements.

3.4 Community Guidelines

You warrant that you shall at all times comply with the neurobetter Community Guidelines in your use of the website, your participation in the community, your interactions with other members, and in leaving reviews or ratings of Providers.

neurobetter's role is to provide the services and to promote a safe, supportive and inclusive community for all members. You agree that compliance with the Community Guidelines is fundamental, and any serious or repeated breach would be a material breach of these Terms and Conditions.

3.5 Responsibility for Provider Engagement

You acknowledge and agree that any arrangement or agreement you make with a Provider listed in the Services Directory is a contract between you and that Provider. neurobetter is not a party to any such agreement and is not responsible for:

• The quality, safety or suitability of services provided by any Provider
• Any fees charged by Providers
• Any disputes between you and a Provider
• The accuracy of Provider information (though we will verify basic details before listing)

It is your responsibility to:

• Verify a Provider meets your needs
• Check their qualifications and credentials
• Understand their terms and fees
• Make your own informed decisions about engaging their services

4. neurobetter's Obligations

4.1 Service Provision

neurobetter agrees to:

1. Provide Services: Provide the services as described on the website, subject to these Terms and Conditions.
2. Member Account: Provide you with a member account for access to the website and services.
3. Member Benefits: Provide you with access to member benefits and features as set out on the website.
4. Notification: Provide notice of the suspension, removal or termination of any content or account as soon as reasonably practicable after a decision to do so.
5. Platform Maintenance: Use reasonable endeavours to maintain the website and services, though we do not guarantee uninterrupted availability.

4.2 No Obligation to Maintain

neurobetter is not obliged to maintain the website or services beyond the provisions set out in these Terms and Conditions.

5. Fees and Donations

5.1 Free Membership

Membership of neurobetter and access to our core services is free of charge.

5.2 Donations

We are a charity and rely on donations to fund our work. You may choose to make:

• One-off donations
• Regular (recurring) donations
• Gift Aid declarations (if you are a UK taxpayer)

Donations are processed through our CRM system (Beacon) and are subject to our donation terms.

5.3 Future Paid Services

We may introduce paid services in the future (for example, one-to-one mentoring or training). If we do, we will provide clear information about pricing and terms before you purchase.

6. Liability and Disclaimers

6.1 Your Content Responsibility

You are solely responsible for all content and information you provide on the website, to neurobetter, and to other members or Providers.

You shall indemnify neurobetter for any and all third party claims, losses, liabilities, damages or costs arising from:

• Content or information you provide
• Your activities on the website
• Your breach of these Terms and Conditions
• Your breach of the Community Guidelines

6.2 No Medical Advice

IMPORTANT: The services are intended to provide information, peer support, and connections to services. They are not intended to replace, override, or contradict medical or psychological advice provided by a doctor, psychologist or other healthcare professional.

You acknowledge and agree that:

• neurobetter does not provide medical or psychological treatment
• Information on the website is for general information purposes only
• Peer support in the community does not constitute professional advice
• "Ask A Counsellor" provides guidance but not ongoing therapy
• You remain responsible for seeking appropriate professional medical and psychological care

If you are in crisis or at immediate risk of harm, you must contact emergency services (999) or crisis helplines immediately. Do not rely on community responses or our counselling service in an emergency.

6.3 Limitation of Liability

1. No Responsibility for User Content: neurobetter is not responsible for content posted by members, Providers or other users. Members are responsible for all content they provide.
2. No Warranties: To the fullest extent permitted by law, neurobetter makes no warranty, representation (express or implied) as to:
   • The suitability of any Provider or service
   • The accuracy of information provided by members or Providers
   • The outcomes of using our services
   • The availability or reliability of the website
3. Exclusion of Liability: Subject to clause 6.5, neurobetter shall not be liable for any loss, liability, damage, costs, claims or expenses suffered by you arising from or connected with:
   • Use of the website or services
   • Inability to access the website at any time
   • Content posted by other members or Providers
   • Services provided by Providers
   • Actions taken based on information from the website
   • Technical failures or interruptions
4. Indirect and Consequential Loss: Subject to clause 6.5, neurobetter shall not be liable for loss, damage, costs or expenses of an indirect or consequential nature, including:
   • Loss of profits
   • Loss of business
   • Loss of opportunity
   • Loss of data
   • Emotional distress or psychological harm

6.4 Your Acknowledgment

You agree that neurobetter may suffer significant damage if you do not adhere to these Terms and Conditions, particularly the Community Guidelines relating to harmful content or behaviour.

6.5 Liability We Cannot Exclude

Nothing in these Terms and Conditions shall exclude or limit liability for:

• Death or personal injury caused by negligence
• Fraud or fraudulent misrepresentation
• Any other liability which cannot be excluded or limited as a matter of law

7. Intellectual Property

7.1 Our Ownership

All rights to the website and services (excluding content provided by members and Providers) are owned by neurobetter and/or its licensors. This includes:

• Website design and code
• neurobetter branding and logos
• Advice Hub content created by neurobetter
• Software and functionality

7.2 Your Content License

When you upload or post content to the website, you:

1. Retain Ownership: Retain all ownership rights to your content.
2. Grant License: Grant neurobetter a perpetual, worldwide, non-exclusive, royalty-free, transferable license to:
   • Use, store, copy, distribute and display your content
   • Make it available to other members and visitors
   • Use it in connection with operating the services
   • Use anonymized or aggregated data for research and charitable purposes
3. Scope of License: This license allows neurobetter to operate the community, display your reviews, and use aggregated data to improve services and support our charitable mission.

7.3 Removal Rights

neurobetter reserves the right to remove any content which breaches these Terms and Conditions or the Community Guidelines.

8. Privacy and Data Protection

8.1 Privacy Policy

Your use of the website and services is also governed by our Privacy Policy, which explains:

• What personal data we collect
• How we use your personal data
• Who we share it with
• How long we keep it
• Your rights

8.2 Communications Monitoring

You agree and acknowledge that communications made on and via the website may be monitored by neurobetter for:

• Safeguarding purposes
• Quality assurance
• Compliance with Community Guidelines
• Legal and regulatory compliance

neurobetter shall have no liability for any communications made on or via the website.

8.3 Your Responsibility

You are responsible for ensuring that any personal data you provide about other people (for example, when recommending a service) is provided with their consent and in accordance with data protection law.

9. Termination

9.1 Termination by neurobetter

neurobetter may suspend or terminate your account in the following circumstances:

1. With Notice: On provision of 30 days' notice to you.
2. Without Notice: Immediately, without notice, if:
   • You are in material breach of these Terms and Conditions
   • You breach the Community Guidelines (particularly regarding harmful content or behaviour)
   • You provide false information during registration or verification
   • Your account is being used fraudulently or for illegal purposes
   • We are required to do so by law
   • Continuing to provide services to you would pose a safeguarding risk to other members
3. Temporary Suspension: We may temporarily suspend your account while we investigate a potential breach or safeguarding concern.

9.2 Termination by You

You may terminate your membership at any time by:

• Deleting your account through your account settings, or
• Contacting us at team@neurobetter.org

There is no notice period required from you.

9.3 Effects of Termination

On termination of your membership:

1. Access: Your access to member-only features will be removed immediately.
2. Content: Your content will be handled in accordance with our Privacy Policy:
   • Community posts will be anonymized by default (full deletion available on request)
   • Reviews and ratings will be anonymized by default (full deletion available on request)
   • Profile information will be deleted
3. Data Retention: Some data may be retained where we have a legal obligation to do so (for example, financial records, safeguarding records).
4. No Refunds: As membership is free, no refunds apply. If you have made donations, these cannot be refunded.

10. Changes to Terms and Services

10.1 Changes to Terms

neurobetter may make changes to these Terms and Conditions. We will provide notice of changes by:

• Updating the "Last updated" date at the top of this document
• Posting the revised Terms on the website
• For significant changes, emailing you or displaying a prominent notice

Your continued use of the services after changes are posted constitutes acceptance of the updated Terms.

10.2 Changes to Services

neurobetter reserves the right to:

1. Modify or Add Services: Introduce new features or modify existing services.
2. Suspend Services: Temporarily suspend services for:
   • Technical maintenance
   • Security updates
   • Emergency repairs
   • Legal or regulatory compliance
3. Withdraw Services: Permanently withdraw services with at least 3 months' notice (except in emergency situations).
4. Change Eligibility: Modify registration or verification requirements.

10.3 Emergency Changes

We may make immediate changes without notice to:

• Comply with urgent legal or regulatory requirements
• Address immediate security threats, fraud, malware, or cyber security risks
• Respond to safeguarding concerns
• Prevent harm to members

11. Acceptable Use

11.1 Prohibited Activities

In addition to requirements in the Community Guidelines, you must not:

1. System Abuse:
   • Attempt to gain unauthorized access to the website, other members' accounts, or our systems
   • Introduce viruses, malware or other malicious code
   • Overload or attempt to disable our servers or networks
   • Use automated tools to scrape data from the website
2. Fraud and Misrepresentation:
   • Create fake accounts or impersonate others
   • Provide false information during registration or verification
   • Post fake reviews or ratings
   • Manipulate or game any features of the website
3. Commercial Misuse:
   • Use the website for commercial purposes without our permission
   • Advertise products or services (unless you have a Sponsored Listing)
   • Recruit members for other platforms or services
   • Spam members with unsolicited communications
4. Data Misuse:
   • Export or harvest member data
   • Use member information for purposes other than intended
   • Contact members outside the platform for marketing or commercial purposes

11.2 Consequences

Breach of these Acceptable Use provisions may result in immediate suspension or termination of your account, and may result in legal action.

12. Reviews and Ratings

12.1 Leaving Reviews

When you leave a review or rating of a Provider:

1. You warrant that:
   • The review is based on genuine personal experience
   • The information is truthful and accurate
   • You are not posting for commercial gain or incentive
   • You comply with the Community Guidelines
2. You understand that:
   • Reviews are not pre-moderated
   • Reviews may be read by Providers and the public
   • Reviews may be edited or removed if they breach the Community Guidelines
   • Providers may respond to reviews

12.2 Provider Rights

Providers may request removal of reviews if they:

• Contain false or defamatory information
• Breach confidentiality or data protection law
• Breach the Community Guidelines
• Relate to a different provider (posted in error)

We will investigate such requests and make a decision at our discretion.

12.3 Your Review Rights

If we remove or edit your review, you have the right to appeal (see Community Guidelines for the appeals process).

13. Sponsored Listings

13.1 What They Are

Some Providers pay for enhanced "Sponsored Listings" in our Services Directory. These listings:

• Are clearly marked as "Sponsored"
• Provide more detailed information about the Provider
• May appear higher in search results
• Do not constitute an endorsement or recommendation by neurobetter

13.2 Verification

While we verify basic details of all Providers (sponsored or otherwise), members are responsible for conducting their own due diligence before engaging any Provider's services.

13.3 Provider Terms

Providers with Sponsored Listings are subject to separate Terms of Sale.

14. Volunteer Terms

If you sign up as a neurobetter volunteer, you will be subject to additional volunteer terms and policies. These will be provided to you during the volunteer application process.

15. Disputes and Complaints

15.1 Complaints

If you have a complaint about:

• Our services
• Another member's behaviour
• Content on the website
• A decision we have made

Please contact us at team@neurobetter.org. We will:

• Acknowledge your complaint within 2 working days
• Investigate and respond within 14 working days
• Escalate to a senior staff member if you are not satisfied

15.2 Disputes with Providers

neurobetter is not responsible for disputes between members and Providers. If you have a complaint about a Provider:

• Contact the Provider directly first
• If the Provider is regulated (e.g., by a professional body), you may complain to their regulator
• If you believe a Provider should be removed from our directory, contact us with details

15.3 Dispute Resolution

We will use best efforts to negotiate in good faith and settle any dispute relating to these Terms and Conditions.

16. General Terms

16.1 Entire Agreement

These Terms and Conditions (together with the Privacy Policy, Community Guidelines and Cookie Policy) constitute the entire agreement between you and neurobetter. No other terms apply unless agreed in writing by a director of neurobetter.

16.2 Severability

If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect. Invalid provisions shall be modified to the extent necessary to make them valid and enforceable.

16.3 No Waiver

If we delay in enforcing these Terms and Conditions, or do not immediately take action against a breach, this does not mean we cannot enforce them later.

16.4 Third Parties

These Terms and Conditions are between you and neurobetter. No other person has rights under these Terms.

16.5 Assignment

neurobetter may transfer its rights and obligations under these Terms to another organisation (for example, if our charitable structure changes). We will notify you if this happens.

You may not transfer your rights or obligations under these Terms without our written consent.

16.6 Force Majeure

neurobetter shall not be liable for any delay or failure to perform obligations under these Terms due to circumstances beyond our reasonable control, including:

• Acts of God
• Natural disasters
• War or terrorism
• Strikes or labour disputes
• Internet or telecommunications failures
• Cyber attacks
• Government actions or public health emergencies

16.7 Subcontracting

neurobetter may subcontract any element of the services to third parties (including service providers and processors) without notice to you.

17. Governing Law and Jurisdiction

17.1 Governing Law

These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales.

17.2 Jurisdiction

The courts of England and Wales shall have exclusive jurisdiction to hear any disputes or claims relating to these Terms and Conditions.

18. Contact Information

If you have any questions about these Terms and Conditions, please contact us:

• Email: team@neurobetter.org
• Post: neurobetter, Ground Floor, Kings House, 101-135 Kings Road, Brentwood, Essex, CM14 4DR, United Kingdom
• Website: https://neurobetter.org