Terms & Conditions

Last Updated: September 1st, 2025

Introduction

These Terms and Conditions (“Terms”) govern your use of the Raedan Institute website (www.raedan-institute.co.uk) and the services provided by Raedan Institute (“we,” “us,” or “our”).

Raedan Institute is a registered charity in England and Wales (Charity Registration Numbers: 1113547 and 1209333) with its registered office at 2 Overton Road, Leicester, LE5 0JA.

By accessing or using our website and services, you agree to be bound by these Terms. If you do not agree with any part of these Terms, you must not use our website or services.

Definitions

“Services” means all educational, training, consultancy, and support services provided by Raedan Institute

“User,” “you,” or “your” means any person accessing our website or using our services

“Content” means all text, images, videos, documents, and other materials available on our website

“Personal Data” has the meaning given in the UK General Data Protection Regulation (UK GDPR)

Website Use

3.1 Permitted Use

You may use our website for lawful purposes only. You must not use our website:

In any way that breaches any applicable local, national, or international law or regulation

In any way that is unlawful or fraudulent, or has any unlawful or fraudulent purpose or effect

To transmit, or procure the sending of, any unsolicited or unauthorized advertising or promotional material

To knowingly transmit any data, send or upload any material that contains viruses or any other harmful programs

To harm or attempt to harm minors in any way

To impersonate any person or entity, or falsely state or misrepresent your affiliation with any person or entity

3.2 Intellectual Property Rights

All content on our website, including text, graphics, logos, images, audio clips, and software, is the property of Raedan Institute or our content suppliers and is protected by UK and international copyright, trademark, and other intellectual property laws.

You may download or print individual pages for personal, non-commercial use only. You must not:

Modify copies of any materials from this website

Use any illustrations, photographs, video or audio sequences, or graphics separately from accompanying text

Delete or alter any copyright, trademark, or other proprietary rights notices

Reproduce, distribute, or commercially exploit our content without written permission

3.3 User-Generated Content

If you submit any content to our website (including comments, reviews, or testimonials), you grant us a non-exclusive, royalty-free, perpetual, worldwide license to use, reproduce, modify, and distribute such content for our legitimate charitable purposes.

You warrant that any content you submit:

Is your own original work or you have necessary rights to submit it

Does not infringe any third party’s intellectual property rights

Does not contain defamatory, offensive, or illegal material

Does not contain personal data of third parties without their consent

We reserve the right to remove any user-generated content that violates these Terms or that we deem inappropriate.

Services

4.1 Service Descriptions

We provide various educational and support services including but not limited to:

Supplementary education (KS1 to A-level)

Home education support and consultancy

Pro bono educational consultancy

Tuition services

Madrasah services

Counselling and therapy services

Contact centre services (NACCC accredited)

Food bank services

Sports programmes (Raedan FC)

Extracurricular activities

Health and wellbeing programmes

Coffee mornings and community events

Nutritional advice workshops

Teacher training courses

Exam centre services

Hall hire

Service descriptions on our website are provided for general information purposes. We reserve the right to modify, suspend, or discontinue any service at any time with reasonable notice where possible.

4.2 Eligibility

Some services have specific eligibility criteria. It is your responsibility to ensure you meet the eligibility requirements before enrolling in or using any service.

For services involving minors (persons under 18 years of age), parents or legal guardians must provide consent and are responsible for the minor’s participation.

4.3 Registration and Enrolment

To access certain services, you may be required to register an account or complete enrolment forms. You agree to:

Provide accurate, current, and complete information

Maintain and promptly update your information

Maintain the security of your account credentials

Notify us immediately of any unauthorised use of your account

Accept responsibility for all activities that occur under your account

We reserve the right to refuse registration, suspend, or terminate accounts at our discretion, particularly if we believe you have violated these Terms.

4.4 Fees and Payment

Many of our services are provided free of charge as part of our charitable mission, including:

Pro bono educational consultancy

Food bank services

Coffee mornings

Certain community health and wellbeing programmes

Other services require payment of fees as specified on our website, in promotional materials, or in separate service agreements.

Payment Terms:

Fees are payable in advance unless otherwise agreed in writing

We accept payment by bank transfer, cash, card, or other methods as specified

All fees are in British Pounds Sterling (£) unless otherwise stated

Fees quoted are valid for 30 days unless otherwise stated

We reserve the right to change fees with reasonable notice

Concessionary Rates:

We may offer reduced fees or bursaries for individuals experiencing financial hardship. Please contact us to discuss available support.

Late Payment:

If payment is not received by the due date, we reserve the right to:

Suspend access to services until payment is received

Charge interest on overdue amounts at a rate of 4% above the Bank of England base rate per annum

Terminate the service agreement

Recover outstanding amounts and costs through appropriate legal proceedings

4.5 Cancellation and Refunds

Consumer Rights Act 2015:

If you are a consumer, you have the right to cancel contracts for services within 14 days of enrolment without giving any reason (the “cooling-off period”). To exercise this right, you must inform us of your decision to cancel by clear written statement sent to [email protected] or our postal address.

If services have commenced during the cooling-off period at your express request, you may still cancel but will be charged a pro-rata amount for services provided up to the point of cancellation.

Cancellation by You:

Outside the cooling-off period, you may cancel services by providing written notice:

For ongoing programmes: minimum 14 days’ written notice required

For single sessions or short courses: minimum 48 hours’ notice required

For examinations: in accordance with examination board deadlines

Refunds, if any, will be calculated as follows:

More than 14 days before service commencement: Full refund minus £25 administrative fee

7-14 days before commencement: 50% refund

Less than 7 days before commencement: No refund

After commencement: Pro-rata refund of unused sessions minus administrative costs

Cancellation by Us:

We reserve the right to cancel or suspend services in the following circumstances:

Non-payment of fees after reasonable notice

Breach of these Terms or service-specific conduct requirements

Behaviour posing risks to health, safety, or wellbeing of staff, volunteers, other service users, or property

Insufficient enrolment numbers to run a programme viably

Staff illness, absence, or unavailability

Circumstances beyond our reasonable control (force majeure)

Cessation of a particular service

If we cancel services due to our fault or insufficient numbers, you will receive a full refund of pre-paid fees. If cancellation occurs due to your breach of Terms or conduct issues, no refund will be provided. We are not liable for any consequential losses, travel costs, or other expenses arising from cancellation.

4.6 Attendance and Participation

Attendance Requirements:

Regular attendance and punctual arrival are expected for all educational, training, and therapeutic services. Excessive absences or lateness may result in:

Inability to complete the programme successfully

Ineligibility for certification or examination entry

Termination of the service agreement without refund

Offering of your place to another service user

Please notify us as soon as possible if you cannot attend a scheduled session.

Code of Conduct:

All service users must:

Treat staff, volunteers, trustees, and other users with respect and courtesy

Follow health and safety rules and staff instructions

Refrain from behaviour that disrupts services, causes distress, or endangers others

Respect the diversity of our community and avoid discriminatory, offensive, or intimidating behaviour

Not attend under the influence of alcohol or illegal substances

Comply with specific rules applicable to particular services (e.g., Contact Centre Terms of Service, Sports Code of Conduct)

Respect our premises and equipment

Follow safeguarding policies and procedures

Consequences of Misconduct:

Violation of conduct expectations may result in:

Verbal or written warnings

Temporary suspension from services

Permanent exclusion from services without refund

Reporting to relevant authorities (police, social services, local authority)

Legal action for damages or injuries caused

Specific Service Terms

5.1 Contact Centre Services

Our Contact Centre is accredited by the National Association of Child Contact Centres (NACCC) and operates under strict guidelines to ensure child safety and wellbeing.

Specific Terms:

All users must comply with our Contact Centre Terms of Service (available separately)

Access is by professional referral only (solicitors, Cafcass, mediators, social workers, court orders)

Sessions are for supported contact only; we do not provide supervised contact requiring professional observation

Both resident and non-resident parents must adhere to attendance, behaviour, and safety requirements

We reserve the right to terminate services immediately for any safeguarding concerns or breach of rules

No weapons, illegal substances, alcohol, or inappropriate materials are permitted on premises

Photography policies must be strictly followed

Confidentiality is maintained except where safeguarding requires disclosure

5.2 Food Bank Services

Our food bank provides emergency food assistance to individuals and families experiencing food insecurity.

Specific Terms:

Services are provided free of charge

Access may require referral from partner agencies or self-referral assessment

We provide typically 15 days’ worth of nutritionally balanced food

We reserve the right to limit frequency of use to ensure fair distribution

Users must treat volunteers with respect

We cannot guarantee availability of specific items or accommodate all dietary requirements but will make reasonable efforts

5.3 Counselling and Therapy Services

Specific Terms:

Qualified, registered counsellors and therapists provide services

Initial assessment determines suitability for our services

We typically offer up to 6 sessions initially, with extension based on therapeutic assessment

Sessions are 45-60 minutes duration

Available face-to-face or online

Strict confidentiality maintained except where disclosure is required by law or safeguarding concerns exist

Not a substitute for medical treatment or psychiatric care

Clients should continue under care of their GP

Clients may terminate counselling at any time

Therapists may terminate therapeutic relationship with appropriate notice and referral if therapeutic relationship is not beneficial

5.4 Educational Services (Supplementary Education, Tuition, Home Education Support)

Specific Terms:

We provide educational support from KS1 to A-level across various subjects

Services do not replace parental responsibility for home-educated children’s education

We cannot guarantee specific academic outcomes or examination results

Students are expected to complete homework and independent study as directed

Parents/guardians are responsible for ensuring children attend regularly and punctually

We reserve the right to refuse or discontinue services if students consistently disrupt learning or fail to engage appropriately

5.5 Examination Centre Services

Specific Terms:

We are a registered examination centre with JCQ/AQA

Examination entry is subject to examination board deadlines and requirements

Examination fees must be paid in full by specified deadlines

Late entries incur additional charges set by examination boards

Students must comply with JCQ regulations and examination conduct rules

Malpractice or misconduct will be reported to examination boards and may result in disqualification

We cannot guarantee particular examination results

Examination board decisions regarding results, appeals, or malpractice are final

5.6 Sports Programmes (Raedan FC)

Specific Terms:

Open to children aged 5-14 (boys and girls)

Sessions operate weekends 11:00 AM – 1:00 PM

Monthly fee: £5 for 3-4 sessions

All equipment provided

Appropriate sportswear must be worn

Children must be collected punctually after sessions

Parents/guardians consent to their child participating in physical activities

We maintain appropriate insurance but are not liable for injuries except where caused by our negligence

Completion certificates and prizes awarded after 12 sessions

5.7 Hall Hire

Specific Terms:

Subject to availability and booking confirmation

Hire fees must be paid in advance

Security deposit may be required

Hirers are responsible for damage to premises or equipment during hire period

Hirers must comply with health and safety requirements and our policies

We reserve the right to cancel bookings with reasonable notice

Hirers must have appropriate insurance for their activities

Safeguarding

6.1 Our Commitment

As a charity working with children, young people, and vulnerable adults, safeguarding is our paramount concern. We:

Conduct enhanced DBS (Disclosure and Barring Service) checks on all staff and volunteers working with vulnerable groups

Maintain comprehensive safeguarding policies compliant with statutory guidance

Provide regular safeguarding training to all staff and volunteers

Have designated Safeguarding Officers responsible for safeguarding matters

Work in partnership with Leicester City Council Safeguarding Partnerships and relevant authorities

Follow safer recruitment practices

Maintain safe environments and robust risk assessments

Promote a culture of vigilance and zero tolerance for abuse

6.2 Reporting Concerns

If you have safeguarding concerns about a child or vulnerable adult connected with our services, you must report them immediately to:

Our Designated Safeguarding Lead:
Phone: 07725974831
Email: [email protected]

Or directly to:

Leicester City Council Children’s Social Care: 0116 454 1004 (out of hours: 0116 255 1606)

Adult Social Care: 0116 454 1004

Police: 999 (emergencies) or 101 (non-emergencies)

NSPCC Helpline: 0808 800 5000

All staff, volunteers, and service users have a responsibility to report safeguarding concerns. You can make reports anonymously if preferred.

6.3 Information Sharing

We may share information without consent where necessary to protect children or vulnerable adults from harm, in accordance with:

The Children Act 1989 and 2004

The Care Act 2014

Working Together to Safeguard Children (2023)

Information Sharing: Advice for Practitioners (2018)

UK GDPR and Data Protection Act 2018

Safeguarding takes precedence over confidentiality when there is risk of significant harm.

6.4 Safer Recruitment

All staff and volunteers undergo:

Application and interview processes

Enhanced DBS checks (renewed every 3 years)

Reference checks

Identity verification

Safeguarding training

Probationary periods with supervision

We do not employ or engage anyone barred from working with children or vulnerable adults.

6.5 Allegations Against Staff or Volunteers

Any allegations of abuse or misconduct by our staff or volunteers will be:

Taken seriously and responded to promptly

Reported to the Local Authority Designated Officer (LADO)

Investigated thoroughly and impartially

Referred to police and regulatory bodies where appropriate

Managed in accordance with statutory guidance and employment law

Data Protection and Privacy

7.1 Data Controller

Raedan Institute is the data controller for personal data collected through our website and services. Our Data Protection Officer can be contacted at [email protected].

7.2 Personal Data Collection and Use

We collect and process personal data in accordance with UK GDPR and the Data Protection Act 2018.

Personal data we may collect includes:

Name, address, contact details

Date of birth, age

Gender, ethnicity (where relevant for equal opportunities monitoring)

Educational history and needs

Health information (where relevant for service provision)

Safeguarding information

Payment and financial information

Images and video recordings (with consent)

Information about service use and outcomes

We use personal data for:

Providing and administering services

Safeguarding children and vulnerable adults

Communicating with service users and families

Processing payments

Monitoring and improving service quality

Complying with legal obligations

Fundraising and charitable purposes (with appropriate consent)

Responding to complaints and inquiries

Legal bases for processing:

Consent (which can be withdrawn)

Contract performance

Legal obligations

Legitimate interests (e.g., safeguarding, service improvement)

Vital interests (protecting life)

Our full Privacy Policy, available on our website, provides comprehensive details about our data processing practices.

7.3 Data Sharing

We may share personal data with:

Local authority social services (safeguarding)

Schools and educational institutions (with consent)

Examination boards (examination entries)

Professional regulators and accreditation bodies

NACCC (Contact Centre accreditation and statistics)

NHS and health services (with consent or legal requirement)

Police and legal authorities (legal obligations)

Funders and grant-making trusts (anonymized data and with consent for case studies)

Service providers (e.g., IT support, payment processors) under data processing agreements

We do not sell personal data or share it for marketing purposes.

7.4 Data Security

We implement appropriate technical and organizational measures to protect personal data against unauthorized access, loss, destruction, or damage, including:

Secure IT systems with encryption and access controls

Staff training on data protection

Confidential storage of physical records

Regular security reviews and updates

Incident response procedures

7.5 Data Retention

We retain personal data only as long as necessary for the purposes collected:

Educational records: Duration of service plus 6 years, or until age 25 for minors (whichever is longer)

Safeguarding records: As required by statutory guidance

Financial records: 7 years (legal requirement)

Employment records: 6 years after employment ends

CCTV footage: 30 days unless required for investigations

7.6 Your Data Protection Rights

Under UK GDPR, you have the following rights:

Right of access: Request copies of your personal data (Subject Access Request)

Right to rectification: Request correction of inaccurate or incomplete data

Right to erasure (‘right to be forgotten’): Request deletion of your data in certain circumstances (not applicable where we have legal obligations to retain data)

Right to restrict processing: Request limitation of how we use your data

Right to data portability: Receive your data in a structured, commonly used, machine-readable format

Right to object: Object to processing based on legitimate interests or for direct marketing

Rights related to automated decision-making: Not be subject to decisions based solely on automated processing that produce legal or similarly significant effects

Right to withdraw consent: Where processing is based on consent, you can withdraw it at any time

To exercise these rights, contact us at [email protected]. We will respond within one month (extendable by two further months for complex requests).

7.7 Complaints

If you are unhappy with how we handle your personal data, you have the right to complain to:

Information Commissioner’s Office (ICO)
Wycliffe House
Water Lane
Wilmslow
Cheshire SK9 5AF
Tel: 0303 123 1113
Website: www.ico.org.uk

7.8 Cookies

Our website uses cookies to improve user experience and analyse website usage. Our Cookie Policy, available on our website, explains what cookies we use and how you can manage cookie preferences.

Essential cookies (required for website functionality) cannot be disabled. Non-essential cookies (analytics, preferences) can be controlled through browser settings or our cookie consent tool.

7.9 Children’s Privacy

We do not knowingly collect personal data from children under 13 through our website without parental consent. Where we provide services to minors, we collect data with appropriate parental/guardian consent and process it lawfully in accordance with our responsibilities.

Parents/guardians have rights to access, rectify, or request deletion of their child’s personal data (subject to our legal obligations).

Third-Party Links and Services

Our website may contain links to third-party websites, applications, or services (e.g., social media platforms, partner organizations, resource sites). We are not responsible for the privacy practices, content, or terms of use of third-party sites. We recommend reviewing the terms and privacy policies of any third-party sites you visit.

Some of our services may integrate with or use third-party platforms (e.g., video conferencing for online counselling, payment processors, examination boards). Your use of such platforms may be subject to their respective terms and privacy policies in addition to ours. We select third parties carefully and ensure appropriate data processing agreements are in place.

Limitation of Liability

9.1 What We DO NOT Limit

To the fullest extent permitted by law, we do not exclude or limit liability for:

Death or personal injury caused by our negligence or that of our employees, agents, or subcontractors

Fraud or fraudulent misrepresentation

Breach of statutory rights conferred on consumers by the Consumer Rights Act 2015

Any other liability that cannot be excluded or limited under English law

9.2 What We DO Limit

Subject to section 9.1 above, we exclude all implied warranties, conditions, and terms including implied conditions of satisfactory quality, fitness for particular purpose, and reasonable care and skill.

We are not liable for:

Loss of profits, sales, business, or revenue

Business interruption or loss of business opportunity

Loss of anticipated savings

Loss of goodwill or reputation

Indirect, consequential, special, or punitive losses or damages

Loss or corruption of data or information

Any loss or damage arising from:

Use of our website or inability to use our website

Reliance on content displayed on our website

Technical failures, interruptions, delays, or errors

Viruses, malware, or security breaches (provided we have taken reasonable precautions)

Unauthorized access to or alteration of your data or communications

9.3 Service-Specific Limitations

Educational Services:

While we strive to provide high-quality educational services delivered by qualified professionals, we cannot guarantee:

Specific academic outcomes, grades, or examination results

Admission to particular schools, colleges, or universities

Progression at particular rates

Student outcomes depend on multiple factors including student effort, ability, attendance, home support, prior knowledge, learning needs, and external circumstances beyond our control.

Counselling and Therapy Services:

Our counselling services provide professional therapeutic support but:

Are not a substitute for medical or psychiatric treatment

Cannot guarantee specific therapeutic outcomes or recovery

May not be suitable for all mental health conditions

Service users should remain under the care of their GP and seek appropriate medical treatment for medical or psychiatric conditions. We are not liable for outcomes of therapeutic interventions except where caused by our professional negligence.

Pro Bono Educational Consultancy:

Information and advice provided through our consultancy services:

Are based on our professional judgment and the information available to us

Are provided in good faith but without warranties

Should be verified independently for legal or financial matters

May become outdated as laws and policies change

We are not liable for outcomes of decisions made based on our advice. Legal matters should be confirmed with qualified solicitors; financial matters with qualified financial advisors.

Contact Centre Services:

While we maintain safe, supervised environments and follow NACCC guidelines:

We are not liable for the content of interactions between family members during contact sessions

We do not mediate disputes or provide therapeutic interventions

We are not responsible for court decisions regarding contact arrangements

Our role is to provide safe, neutral venues, not to assess or report on contact quality (except for safeguarding concerns)

Food Bank Services:

While we make reasonable efforts to provide nutritionally balanced food:

We cannot guarantee availability of specific items

We cannot accommodate all dietary requirements or allergies

Food is provided “as is” and users should inspect items before consumption

We are not liable for allergic reactions or food-related illness except where caused by our negligence

Sports and Physical Activities:

While we maintain appropriate supervision, insurance, and safety measures:

Participants engage in physical activities at their own risk

We are not liable for injuries except where caused by our negligence

Parents/guardians consent to children participating in physical activities with inherent risks

Participants must disclose relevant health conditions and follow safety instructions

Home Education Support:

We provide advice and support, but parents retain full legal responsibility for home-educated children’s education

We are not liable for local authority decisions regarding home education

We do not guarantee that our approaches will satisfy local authority requirements (though we provide evidence-based guidance)

9.4 Maximum Liability

Where we are liable (and liability is not excluded under section 9.1), our total aggregate liability arising from or related to these Terms or use of our services, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall not exceed:

For paid services: The total amount of fees paid by you for the specific service giving rise to the claim in the 12 months preceding the claim

For free services: £500

This limitation applies to all claims collectively, not to each claim separately.

Indemnification

You agree to indemnify, defend, and hold harmless Raedan Institute, its trustees, employees, volunteers, and agents from and against any and all claims, liabilities, damages, losses, costs, expenses, or fees (including reasonable legal fees and costs) arising from or related to:

Your violation of these Terms or any applicable law or regulation

Your violation of any rights of any third party

Your use or misuse of our services or website

Content you submit to our website

Your negligence or wilful misconduct

Any damage or injury caused by you to persons or property during use of our services or premises

This indemnification obligation survives termination of your use of our services.

Insurance

We maintain appropriate insurance coverage for our activities as required by law and good practice, including:

Public Liability Insurance (minimum £5 million)

Employer’s Liability Insurance (£10 million as required by law)

Professional Indemnity Insurance for counselling and consultancy services

Specific insurance for Contact Centre activities

Trustee Indemnity Insurance

Insurance certificates are available for inspection on request.

Complaints Procedure

We are committed to providing high-quality services and welcome feedback to help us improve. We take all complaints seriously and aim to resolve them fairly and promptly.

12.1 Informal Resolution

If you are dissatisfied with any aspect of our services, please first discuss your concerns with the relevant staff member, service coordinator, or volunteer. Many issues can be resolved quickly through informal discussion. We encourage open communication and will always try to address concerns constructively.

12.2 Formal Complaints

If informal resolution is unsuccessful, inappropriate, or you prefer to make a formal complaint, please submit it in writing to:

Complaints Officer
Raedan Institute
2 Overton Road
Leicester
LE5 0JA

Email: [email protected]

Your written complaint should include:

Your full name and contact details

Date and details of the incident or issue

Names of any staff or volunteers involved

Details of any previous attempts to resolve the matter informally

Explanation of how the issue has affected you

What outcome or resolution you are seeking

Copies of any relevant documentation or evidence

12.3 Complaint Handling Process

Acknowledgment:
We will acknowledge receipt of your complaint within 5 working days and confirm who will investigate it.

Investigation:
We will:

Investigate complaints thoroughly, fairly, and impartially

Review relevant records, policies, and documentation

Interview relevant staff, volunteers, and witnesses as appropriate

Consider all evidence and perspectives

Assess complaints against our policies, procedures, and legal obligations

Response:
We aim to provide a full written response within 28 calendar days of receiving your complaint. Our response will:

Explain our findings and conclusions

Address each element of your complaint

Explain any actions we will take

Offer appropriate remedies (apology, refund, service improvement, etc.)

If investigation requires longer than 28 days (e.g., for complex matters, during holidays), we will:

Contact you to explain the delay

Provide regular updates on progress

Give a realistic timeframe for our response

12.4 Escalation

If you remain dissatisfied after receiving our response, you may escalate your complaint to:

Our Board of Trustees:
Write to: Chair of Trustees, Raedan Institute, 2 Overton Road, Leicester, LE5 0JA

The Board will review the complaint and our handling of it and provide a final response.

External Organizations:

Depending on the nature of your complaint, you may also contact:

The Charity Commission (for governance, financial, or serious misconduct matters):
Website: www.gov.uk/complain-about-charity
Tel: 0300 066 9197

Information Commissioner’s Office (for data protection concerns):
Website: www.ico.org.uk
Tel: 0303 123 1113

National Association of Child Contact Centres (for Contact Centre matters):
Website: www.naccc.org.uk
Tel: 0115 948 4557

Care Quality Commission (if we become registered for regulated care activities)

Local Government Ombudsman (for services commissioned by local authorities)

Professional bodies relevant to specific services (e.g., BACP for counselling, JCQ for examinations)

Alternative Dispute Resolution:

Before resorting to litigation, we encourage resolution through:

Direct negotiation and mediation

Relevant ombudsman services

Alternative dispute resolution (ADR) services

We are committed to engaging constructively with ADR processes.

12.5 Vexatious or Abusive Complaints

While we welcome legitimate complaints and feedback, we reserve the right to:

Decline to investigate complaints that are clearly unfounded, vexatious, or malicious

Limit contact with individuals who make unreasonably persistent or demanding complaints

Take action (including legal action) against individuals who make abusive or threatening communications

Our full Complaints Policy, including our approach to vexatious complaints, is available on request.

12.6 Learning from Complaints

We review complaints regularly to:

Identify patterns or systemic issues

Improve our services, policies, and procedures

Provide additional training to staff and volunteers

Enhance service user experience

Anonymized complaint data is reported to our trustees and informs our quality improvement efforts.

Force Majeure

We are not liable for failure or delay in performing our obligations under these Terms due to circumstances beyond our reasonable control (“Force Majeure Events”), including but not limited to:

Acts of God, natural disasters, severe weather, floods, earthquakes

Pandemics, epidemics, public health emergencies

War, terrorism, civil disorder, riots

Government actions, legislation, regulations, or restrictions

Strikes, labour disputes, or industrial action

Failures of public utilities, telecommunications, or transport networks

Fire, explosion, or other catastrophes

Cyber-attacks or significant IT system failures

During Force Majeure Events:

Our obligations are suspended for the duration of the event

We will make reasonable efforts to minimize effects and resume normal operations as quickly as possible

We will communicate with service users about impacts and alternative arrangements where possible

If suspension continues for more than 30 days, either party may terminate affected service agreements

Pro-rata refunds will be provided for pre-paid services not delivered due to Force Majeure

Recent examples include the COVID-19 pandemic, during which we adapted services to online delivery where possible while suspending services requiring physical attendance when required by law.

Governing Law and Jurisdiction

These Terms are governed by and construed in accordance with the laws of England and Wales.

Any disputes arising from or related to these Terms or use of our services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If you are a consumer resident in Scotland or Northern Ireland, you may bring proceedings in your local courts, and mandatory consumer protection laws of your jurisdiction will apply.

Alternative Dispute Resolution (ADR):

Before resorting to court proceedings, we encourage resolution through:

Direct negotiation between parties

Mediation through a mutually agreed mediator or mediation service

Relevant ombudsman services where applicable

Other appropriate ADR mechanisms

We commit to engaging constructively and in good faith with ADR processes. Using ADR does not affect your legal rights to pursue court proceedings if resolution is not achieved.

Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court or regulatory authority of competent jurisdiction, such provision shall be deemed severed and deleted from these Terms.

The remaining provisions shall continue in full force and effect and shall be interpreted to give effect to the parties’ intentions as closely as possible.

If severance substantially affects the nature or purpose of these Terms, the parties will negotiate in good faith to agree replacement provisions.

Waiver

Our failure or delay in enforcing any right or provision of these Terms does not constitute a waiver of such right or provision.

No waiver of any provision of these Terms will be effective unless made in writing and signed by an authorized representative of Raedan Institute.

A waiver of any breach or default does not constitute a waiver of any subsequent breach or default.

Assignment and Transfer

Your Rights:

You may not assign, transfer, sublicense, or otherwise dispose of your rights or obligations under these Terms without our prior written consent.

Our Rights:

We may assign, transfer, or subcontract our rights and obligations under these Terms to another organization, particularly in the event of:

Merger, consolidation, or reorganization of the charity

Transfer of services to another charitable organization

Outsourcing of specific services to qualified providers

We will notify you of any such transfer and ensure the transferee is bound by obligations at least as protective as those in these Terms. Your rights as a service user will not be diminished by any transfer.

Entire Agreement

These Terms, together with:

Our Privacy Policy

Our Cookie Policy

Service-specific terms and conditions (e.g., Contact Centre Terms of Service)

Any written service agreements or enrolment forms you sign

constitute the entire agreement between you and Raedan Institute regarding use of our website and services.

These Terms supersede all prior agreements, understandings, representations, and communications (whether written or oral) relating to the subject matter.

If there is any conflict between these Terms and service-specific terms, the service-specific terms shall prevail for that particular service.

Amendment and Updates

We reserve the right to modify, amend, or update these Terms at any time to reflect:

Changes in law or regulatory requirements

Changes in our services or operational practices

Improvements to clarity or comprehensiveness

Response to feedback or legal advice

Notification of Changes:

We will notify users of material changes by:

Posting updated Terms on our website with a revised “Last Updated” date

Displaying prominent notice on our website homepage

Sending email notification to registered service users (where we have current email addresses)

Providing notice at our premises

Effective Date:

Changes take effect:

Immediately for new users upon accessing the website or services

30 days after notification for existing service users

Your Options:

Continued use of our website or services after changes take effect constitutes acceptance of the modified Terms.

If you do not agree with changes, you may:

Stop using our services

Request termination of your service agreement (subject to cancellation terms in section 4.5)

For significant changes affecting existing service agreements, we will provide reasonable notice and opportunity to discuss implications.

Previous Versions:

Previous versions of these Terms are archived and available on request.

Contact Information

For questions, concerns, notices, or correspondence regarding these Terms or our services, please contact us:

Raedan Institute
2 Overton Road
Leicester
LE5 0JA
United Kingdom

Phone: 07725974831
Email: [email protected]
Website: www.raedan-institute.co.uk

Office Hours:
Monday – Wednesday: 8:30 AM – 3:30 PM
Other times by appointment

Charity Information:
Registered Charity Numbers: 1113547 / 1209333
Charity Commission: www.gov.uk/checkcharity

Key Contacts:

General Inquiries: [email protected]

Data Protection Officer: [email protected]

Designated Safeguarding Lead: 07725974831

Complaints Officer: [email protected]

Social Media:
[Include your social media handles if applicable]

We aim to respond to all inquiries within 3 working days.

Acknowledgment and Acceptance

By using our website and services, you acknowledge that:

You have read and understood these Terms and Conditions in full

You agree to be bound by these Terms

You understand your rights and obligations

You consent to our use of your personal data as described in our Privacy Policy

For services involving minors, you confirm you are the parent or legal guardian and have authority to consent on the minor’s behalf

For Services Involving Minors (Under 18 Years):

Parent/Guardian Declaration:

I confirm that:

I am the parent or legal guardian of the minor named in the service registration/agreement

I have read and understood these Terms and Conditions in full

I agree to be bound by these Terms on behalf of the minor

I consent to the minor’s participation in Raedan Institute services

I accept responsibility for ensuring the minor’s compliance with these Terms and all applicable service rules

I consent to the collection and processing of the minor’s personal data as described in the Privacy Policy

I understand my rights and responsibilities as outlined in these Terms

Signature: ________________________
Print Name: ________________________
Date: ________________________
Relationship to Minor: ________________________
Minor’s Name: ________________________
Minor’s Date of Birth: ________________________