Terms and conditions

General Information

It is important that you read these terms and conditions carefully. Together with our privacy policy, they govern our relationship with you in relation to this website, the purchase of goods from it and or over the telephone and applications to become a member of Anxiety UK, whether made online, over the telephone or by post. If you have any questions about them or do not wish to accept them, please contact us at email address info@anxietyuk.org.uk or on 03444 775 774 before continuing

Please note that our Terms and Conditions apply to all of our services, including: email, text, LiveChat, therapy and infoline & helpline services.

Anxiety UK is a registered charity. Our registered office is at Nunes House, 447 Chester Road, Old Trafford, Manchester M16 9HA and our charity registration number is 1113403

You can contact us by email at info@anxietyuk.org.uk or by telephone on 0161 226 7727

You may have other rights granted by law, and these Terms and Conditions do not affect them.


Anxiety UK reserves the right to terminate a person’s membership in the event their conduct is contrary to the interests of other members and/or Anxiety UK staff/volunteers. Examples include unlawful, threatening or abusive behaviour, harassment and obscene, defamatory spoken or written comments. Refunds will not be offered in such circumstances.

Anxiety UK cannot guarantee continued access to any member benefits/services provided by third party organisations, the membership benefits will be valid at the time of purchase but are subject to an annual review and may be withdrawn at any time.

Ordinary members do not have voting rights. The members of Anxiety UK in the legal sense are the Board of Trustees.

Membership renewal

When new members join Anxiety UK via our website, a confirmation email is automatically sent which includes information on cancelling your annual subscription and you are advised at the time of purchase it is an annual subscription – please see below:

When each membership period comes to an end, a renewal notice will be issued and  membership will be provisionally renewed for a further 12 months to ensure continuity of service. If renewal is not required you must inform Anxiety UK via email to: membership@anxietyuk.org.uk at the earliest reasonable opportunity and at least  10 working days before the end of your membership period with MEMBERSHIP CANCELLATION in the subject line.

We will also send you a reminder that your renewal is due providing you with a further opportunity to inform us renewal is not required via email to: membership@anxietyuk.org.uk at the earliest reasonable opportunity and at least 10 working days before the end of your membership period with MEMBERSHIP CANCELLATION in the subject line.

Therapy Services

Anxiety UK provides a referral service in respect of therapy services. It does not provide therapy services directly to members or other parties. Once a member is referred to an Anxiety UK Approved Therapist, the contract for supply of therapy services is between the member and the relevant Therapist. Anxiety UK Approved Therapists are not employees or workers of Anxiety UK when carrying out the therapy services.

Any payments Anxiety UK collects from members or other parties on behalf of the therapists for the services the therapist has provided to the member are either passed on to the relevant Anxiety UK Approved Therapist or retained by Anxiety UK as the referral fee due to it from the therapists (as applicable)

Data and Data Protection

Anxiety UK will only collect, process and store information we have openly collected from you or with your consent, in accordance with data protection laws. Your details will be held only by Anxiety UK and will not be made available to any third party, except where otherwise stated.

Anxiety UK is aware that email is not 100% secure. If you have any concerns about confidentiality and the data contained within documents being passed to us via email then we are happy to accept encrypted emails and documents. You can then call to provide the password over the phone. If you would like details on how to encrypt documents please contact services@anxietyuk.org.uk.

All support emails received (including offline chat service messages)will be archived in a secure server for 6 months after receipt due to legal reasons, after which they will be deleted. Addresses of emails received will be stored in an address book, accessible only to volunteers and staff working on the Anxiety UK email support service and saved on our secure server.

No records will be kept of email correspondence other than the emails themselves (with the exception of incident reports and complaints, which are stored on our secure server) in accordance to the time scale referred to above. The service will be routinely monitored to ensure that standards are maintained and that a quality service is consistently provided.

Anxiety UK, like any organisation, is vulnerable to attack by viruses and other technical problems. Wherever possible, Anxiety UK will endeavour to ensure that its virus protection system is kept up to date and functional. When technical problems do arise, we will do our best to resume service as quickly as possible. As we do not have an IT department or worker, we cannot set a time frame for resolution of problems as we are dependent on the goodwill of volunteers.

Anxiety UK's Privacy Policy can be read here

Who can purchase from us

Anyone can purchase from us. We can ship outside of the EU but there may be additional charges for postage and packing.

How to order

1. Simply click “add to cart” on any product to add it to your shopping cart.
2. You can find the shopping cart in the top right hand corner of your screen at any time.
3. Click “checkout” and enter your delivery details.
4. Choose your payment type at the bottom of the page.
5. Enter your billing and shipping address and check that the details there are correct.
6. You can pay by debit/credit card/Paypal/Stripe.
7. All orders will have postage and packaging added to them. This is based upon a proportion of the value and weight of the goods. For delivery outside the UK there will be additional charges.

If purchasing an annual membership when each membership period comes to an end, a renewal notice will be issued and membership will be provisionally renewed for a further 12 months to ensure continuity of service.

If renewal is not required you must inform Anxiety UK via email to: membership@anxietyuk.org.uk at the earliest reasonable opportunity and at least 10 days before the end of your membership period.

No refunds can be issued for any remaining membership term after payment has been taken for renewed memberships.

How your contract with us is formed

Once you have completed compiling your order, you will be asked to confirm that it is correct. If it is not correct, you can revisit your order and correct the mistakes before confirming and submitting your order to us. It is your responsibility to ensure that your order is correct before submitting it to us. If you have any problems with your order, please contact the support line on 0161 226 7727, or email info@anxietyuk.org.uk.

When you submit your order, you are offering to buy the goods at the price set out in the order.

How we will accept your order - Our acceptance of your order will take place when we send you an email confirmation to accept it, at which point a contract will come into existence between you and us.

If you discover that you have made a mistake with your order please contact (admin@anxietyuk.org.uk) immediately. We are unable to rectify mistakes after this time, although you still have the right to cancel described below.

If the goods that you have ordered are no longer available, we may offer you substitute goods of a similar nature and quality. In this case, we will contact you and ask if you wish to proceed. 


All payments must be paid at the time of placing the order by debit card/credit card/Paypal/Worldpay account. If we are unable to accept your order for any reason then we will either not debit your credit card or refund any money paid by you in respect of that order. We will not dispatch the goods until we receive payment in full.

Should you require an invoice to be raised, please email admin@anxietyuk.org.uk advising of a) what goods you wish to purchase, b) any purchase order number, c) name and designation of the person placing the order and the organisation that they represent and d) where the order should be sent and for whose attention. 


Items are normally sent out on the day of the receipt of an order (Monday to Friday 9-5 pm). If the order is placed outside of these times, the order will usually be dispatched on the next working day (with the exception of bank holidays). Orders within the United Kingdom are sent by second class post. For deliveries outside the UK, the method of delivery and estimated timing will be confirmed.

If we have not delivered the goods within 30 days of submitting your order or we have failed to advise you of a delay due to a product being out of stock, you may then cancel the contract and we will refund any money paid by you. (Under the distance selling relations, if goods are not delivered within 30 days the customer has the right to cancel and receive refunds). 

Claims for non-receipt, incorrect and defective items

Claims for non-receipt of goods or for goods which have been damaged in transit (such as Anxiety UK magazines, shop items etc.) should be made within 30 days of the dispatch of said goods (please note that all goods aim to be dispatched within 48 hours of of an order excepting bank holidays). Due to Royal Mail policy, we are unable to initiate claims until 14 working days have expired since the non-receipt of goods.

If we have sent you an item which you did not order please notify us as soon as possible and return the item to us within 14 days in saleable condition. In return, we will ensure that you are not charged for the item and will refund the costs of postage. Please also let us know if you wish us to replace the incorrect item with the item which you ordered.

You should inspect the goods as soon as you receive them for any defects or damage. If you find a defect or damage you must notify us within 30 days of receiving the goods and return the goods to us forthwith. If the goods are found to be damaged, or defective, we will replace the goods or refund the price paid by you including the costs of delivery.

Refunds and returns

Products (Books, CDs, DVDs)
If upon receipt of your order, you are not satisfied with the product, you have 14 days from receipt of your order to advise Anxiety UK in writing that you wish to return the product. Following this, you have a further 14 days to return the product for a refund or exchange it for a product of equal value. The refund will include the cost of the delivery, except for any supplementary costs arising should you choose a type of delivery other than our standard and least expensive method. We will make reimbursement no later than 14 days after we receive back from you any product supplied minus a 15% admin fee.

Refunds will not be given in the event the seal has been broken on CDs and DVDs. If products are not returned in saleable condition, your products will be sent back with no refund issued. You are responsible for the cost of returning the goods.

Digital Downloads including Membership packs received digitally

In the event that a digital download from Anxiety UK is defective (e.g. digital fact-sheet/resource), please contact us at admin@anxietyuk.org.uk and the download content will be replaced.

The process for becoming a member of Anxiety UK is set out here.
To comply with Consumer Contracts Legislation Anxiety UK will not supply your membership pack in digital format within 14 days unless you give your express consent that you wish to receive the membership pack in this way. In opting to receive the membership pack digitally, you acknowledge that any refund requested if you cancel your membership during the '14 day cooling off’ period will be less the value of the digital content of the membership pack and a 15% admin fee.

A refund for membership will not be given on the basis of therapy service provision, as membership and therapy are two separate services.

Membership refunds

If the order has not been completed/processed then a refund less 15% admin fee can be provided

The following charges will apply if the order has been completed/processed.

Membership level (1 year) Fees paid



Value of products provided Admin fee












Student £30/35/45 £6.98 £4.50/5.25/6.75 £18.52 £22.77 £31.27
Individual £40/45/50 £6.98 £6/6.75/7.50 £27.02 £31.27 £35.52
Family £65/80/90 £6.98 £9.75/12/13.50 £48.27 £61.02 £69.52
3 years            
Individual £80/90/100 £6.98 £12/13.50/15 £61.02 £69.52 £78.02
Family £130/160/180 £6.98 £19.50/24/27 £103.52 £129.02 £146.02


Membership packs received in hard copy format

The process for becoming a member of Anxiety UK is set out here.
If you are not satisfied with your Anxiety UK membership received in hard copy format, please contact us as soon as possible so we may resolve any issues that you have experienced.

In the event you wish to cancel your membership you must do so in writing within 14 days of taking out the membership, returning the membership pack that you received in hard copy format within a further 14 days. Refunds are only issued if hard copy membership packs are returned in saleable condition and you will be liable for the cost of returning the membership pack. We will then make the reimbursement no later than 14 days after we receive the same minus a 15% admin fee.

A refund for membership will not be given on the basis of therapy service provision, as membership and therapy are two separate services.

Therapy Services refunds
Anxiety UK does not offer refunds if:-

  • A face to face therapist is not available (this is because we are usually able to refer clients for therapy via webcam or telephone)
  • You change your mind about wanting therapy, either because you have obtained access to an NHS/private therapist, or for any other reason including failing to provide the relevant evidence of eligibility. Therapy fees are not transferable.
  • Should your financial circumstances change, we are unable to provide a refund for any difference in session fees. However, you will be entitled to lower ongoing session fees where appropriate upon production of relevant supporting documentation.

We do not refund therapist application fees made by therapists.

In exceptional circumstances where refunds in respect of therapy services purchased are offered, any refunds will be made minus a 15% admin fee. If a refund for therapy is provided, the member will not also have their membership fee refunded (as these are two separate services).

All refund requests for therapy services must be submitted within three months of the original purchase.

Headspace App

Headspace subscriptions must not be sold, licensed, transferred or assigned to any individuals other than Anxiety UK members with an active membership. Your membership of Anxiety UK will be revoked if you breach this condition.

Individuals under the age of 18, or the applicable age of majority, may utilise Headspace only with the involvement and consent of a parent or legal guardian, under such person's account.

Anxiety UK cannot be held responsible for any claims, damages, losses or expenses arising in connection with the use or provision of the Headspace app.

To enable Anxiety UK to provide you with access to the membership benefit of a free subscription to Headspace, Anxiety UK will need to provide Headspace with your first name, last name and email address (“Required Data”), so that when you sign in Headspace can verify your eligibility to use the App in accordance with the terms of your Anxiety UK membership. Please note that if you do not consent to Anxiety UK providing the Required Data to Headspace then you will unfortunately not be able to utilise the free subscription included as part of your Anxiety UK membership.

On joining Anxiety UK you will be issued with a unique access link to active Headspace  – you must activate this link within 10 working days of taking out/renewing your membership with Anxiety UK and providing your consent.  Failure to do so will forfeit your rights to Headspace provided via Anxiety UK membership. Anxiety UK is not able to provide access to the Headspace app after 10 working days. If you wish to access your Headspace then you will be required to renew your membership with Anxiety UK. Anxiety UK is not responsible for any downtime of Headspace due to technical difficulties outside of our control.

Calm Club Subscription

Anxiety UK will require to collect your full name, email address and phone number in order to contact you and provide you with the relevant information about the Calm Club Anxiety relief sessions before and after attending the sessions. To determine that your suitability for accessing the service we will use a screening questionnaire that requires you to disclose any relevant medical information.

This information will be stored electronically for a year as the subscriptions are annual. The client will receive the booking information via Acuity and the sessions will be delivered via Zoom which are both USA based companies and both have a lawful mechanism in place to facilitate these international transfers of personal data, specifically Standard Contractual Clauses are in place between Anxiety UK and the two USA based Data Processors to safeguard your rights and freedoms and to ensure that Acuity and Zoom meet their obligations under GDPR.

Anxiety UK publishes contact information within the privacy notice to enable data subjects to contact the charity and uphold their rights, which they are also informed of within the privacy notice. Anxiety UK have processes in place for dealing with Data Subject Access Requests and requests for data deletion. The lawful basis for processing your personal data will be as described in the privacy notice, and the lawful basis for processing your special category (health) data will be based on your explicit consent.

Beating the Blues etherapy

The members' benefit of free access to the Beating the Blues etherapy package is strictly limited to Anxiety UK members only and is subject to you agreeing to their T&Cs and Privacy Policy, copies of  which can be downloaded fromthe members' area.

Anxiety UK cannot guarantee continued access to any member benefits/services provided by third party organisations, the membership benefits will be valid at the time of purchase but are subject to an annual review and may be withdrawn at any time.

None of the above affects your statutory rights. For further information about your statutory rights please visit: https://www.gov.uk/consumer-protection-rights`

Help others by providing advice and support to those in need.

Comments ( )

Leave your comment