HELLOHOPE TERMS AND CONDITIONS
Last updated: 9 November 2026
1. ABOUT US AND THESE TERMS
This website is run by HelloHopeUK CIC, trading as HelloHope.
Company number: 15657647, a community interest company limited by guarantee, registered in England and Wales.
Registered office: Ground Floor, Radley House, Grangefield Industrial Estate, Pudsey, West Yorkshire, LS28 6LE
Email: info@hellohope.uk
These terms apply when you use hellohope.uk, book training with us, buy something from our shop, or make a donation. By using the site you accept them. If you do not accept them, please do not use the site.
We may update these terms. The version on this page at the time you place an order or make a booking is the one that applies to it.
How we handle your personal information is set out separately in our Privacy Policy.
2. WHAT OUR TRAINING IS, AND WHAT IT IS NOT
Our courses teach people to recognise when someone may be struggling and to respond safely. They are educational.
Our training is not clinical treatment, therapy, counselling or medical advice. Completing a course does not qualify you as a mental health professional, and nothing on this website should be taken as a substitute for advice from a doctor or a qualified clinician.
This website is not a crisis service. We cannot respond to urgent messages, and we do not monitor our inbox outside office hours.
If you or someone else is in crisis or at immediate risk:
Samaritans — 116 123, free, 24 hours a day, every day
Shout — text SHOUT to 85258, free, 24 hours a day
NHS 111 — for urgent medical help
999 — if life is at immediate risk
Our courses discuss suicide and mental distress. Some people find that difficult, particularly if they have their own experience of it. We ask anyone booking to consider whether the timing is right for them, and participants can step out of any session at any point.
3. USING THIS WEBSITE
You may use this website for your own personal or business purposes. Please do not:
– use it in any unlawful way, or for any unlawful purpose
– attempt to gain unauthorised access to the site, its server or
any connected system
– introduce viruses or anything else designed to damage the site
– use automated tools to scrape, copy or monitor the site without
our written permission
– do anything that disrupts the site or other people’s use of it
We may suspend or withdraw access to the site, or to any part of it, if we reasonably believe you have broken these terms.
We work to keep the site available and accurate, but we do not guarantee it will always be available or free of errors. We may change or withdraw content at any time.
You must be at least 13 to use this website. If you are under 18, please check with a parent or guardian before giving us any personal information or making a booking.
This site links to other websites, including hopemap.uk, our Hope Awards site, Leeds Wellbeing Week and our ticketing provider. We do
not control those sites and are not responsible for their content. Their own terms apply when you use them.
4. BOOKING TRAINING
Making a booking
A booking is confirmed when we send you a written confirmation, not when you submit a request or make a payment. If we cannot accept a booking we will tell you and refund anything you have paid.
Course prices are shown on the relevant page or in the quote we send you.
If you need to cancel or move a booking
More than 28 days before the course
Full refund, or move to another date at no charge.
15 to 28 days before
50% refund, or move to another date at no charge.
14 days or less before
No refund, but you may send someone else in your place.
To cancel or move a booking, email info@hellohope.uk. The date we receive your email is the date that counts.
You can send a substitute delegate at any time up to the start of the course, at no extra cost. Just let us know their name beforehand.
If we need to cancel
Occasionally we may have to cancel or reschedule — for example if a trainer is ill, or if too few people have booked. If that happens we will offer you a place on another date or a full refund, whichever you prefer.
We are not able to reimburse travel, accommodation or other costs you have arranged around a course, so please consider that when
booking non-refundable travel.
Bookings made through our ticketing provider
Where you book a place through Ticket Tailor, their booking and refund terms apply to that transaction alongside these terms.
Your right to cancel as a consumer
If you are booking as an individual rather than on behalf of an organisation, you have a legal right to cancel within 14 days of booking and receive a full refund, regardless of the table above.
If the course takes place within that 14-day period and you have asked us to start before it ends, we may charge for what has already been provided.
5. OUR SHOP
Orders
Placing an order is an offer to buy. The contract is formed when we send you an email confirming dispatch, not when you pay. If we cannot fulfil your order we will tell you and refund you in full.
HelloHopeUK CIC is not registered for VAT, so no VAT is charged on anything you buy from us. The price shown is the price you pay.
We take payment through PayPal. We never see or store your card details.
We try to make product photographs accurate, but colours can vary between screens, and printed items may differ very slightly from
the images shown.
Delivery
Our items are printed to order, so nothing is held in stock. Please allow 3 to 5 working days for production, plus delivery time. Production runs on working days.
UK delivery is free and included in the price shown. We currently deliver to UK addresses only.
If your order has not arrived within 30 days, contact us and we will either resend it or refund you.
Changing your mind
If you are buying as a consumer, you have 14 days from receiving your order to tell us you want to cancel, and a further 14 days to send the items back. You do not need to give a reason.
To cancel, email info@hellohope.uk with your order number.
Items must come back unworn, unwashed and in their original condition. You pay the cost of return postage unless the item is faulty or we sent you the wrong thing.
We will refund you within 14 days of receiving the items back, including the standard delivery charge you originally paid.
If something is faulty
Your legal rights are not affected by anything in these terms. If an item is faulty, not as described, or not of satisfactory quality, contact us and we will put it right.
Under the Consumer Rights Act 2015, you can ask for a full refund within 30 days of receiving a faulty item. After that we may offer a repair or replacement first.
Email info@hellohope.uk with your order number and a photograph of the problem. In most cases you will not need to return the item.
Returns address
HelloHopeUK CIC
Ground Floor, Radley House
Grangefield Industrial Estate
Pudsey
West Yorkshire
LS28 6LE
Please email us before sending anything back.
Fuller delivery and returns information is on our Delivery & Returns page: hellohope.uk/delivery-returns
6. DONATIONS
Donations are voluntary. You can donate through our donation page, or by adding a donation to a shop order.
Once made, donations are not usually refundable. If you have donated by mistake — the wrong amount, or a duplicate payment —
contact us within 14 days and we will do what we can to help.
Donations are processed by PayPal. Their terms apply to the payment itself.
HelloHopeUK CIC is a community interest company, not a registered charity. That means donations to us are not eligible for Gift Aid
and do not attract charitable tax relief. We mention this so you know exactly what you are supporting.
Donations fund our work delivering mental health and suicide prevention training. We cannot guarantee that a donation will be
spent on any particular activity.
7. OUR CONTENT
The content of this website — text, images, logos, course materials and design — belongs to HelloHopeUK CIC or to the people who licensed it to us. It is protected by copyright and trade mark law in the United Kingdom and elsewhere.
You may view the site, and print or download pages for your own non-commercial use.
You may not republish, sell, rent or sub-licence our content, copy it into another website or publication, or use it commercially, without our written permission.
Course materials we give you are for your own learning. Please do not reproduce them or use them to deliver training yourself.
The HelloHope name and logo are ours. Third-party logos on the site belong to the organisations they represent.
8. OUR RESPONSIBILITY TO YOU
We do not exclude or limit our liability where the law does not allow it. That includes liability for death or personal injury caused by our negligence, for fraud, and for breaches of your statutory rights as a consumer.
If we fail to meet these terms, we are responsible for loss or damage you suffer that is a foreseeable result of that failure. We are not responsible for loss or damage that was not foreseeable.
If you are a consumer, we are not liable for business losses. If you use our courses or products for any commercial purpose, we will have no liability for lost profit, lost business, business interruption or lost business opportunity.
If you are a business, our total liability in connection with a course or order is limited to the amount you paid for it.
We are not responsible for the content of websites we link to, or for anything that happens as a result of you using them.
Nothing in these terms affects your statutory rights.
9. COMPLAINTS, CHANGES AND GOVERNING LAW
Complaints
If something has gone wrong, please tell us first — email info@hellohope.uk with the details. We will acknowledge your complaint within five working days and aim to resolve it within 20 working days.
Changes to these terms
We may update these terms from time to time. The date at the top of this page shows when they last changed. The version in place when
you book or order is the one that applies to that booking or order.
Events outside our control
We are not liable for delays or failures caused by events beyond our reasonable control. If one occurs we will tell you, and you may
cancel an affected booking and receive a refund.
Governing law
These terms are governed by the law of England and Wales, and disputes will be dealt with by the courts of England and Wales.
If you live in Scotland or Northern Ireland, you may bring proceedings in your own country’s courts.
If any part of these terms is found to be unenforceable, the rest continues to apply.