The Mend Collective Ltd -- Terms of Service

Effective Date: 30 October 2025

1. Introduction

These Terms of Service ("Terms") form a legally binding agreement between you and The Mend Collective Ltd ("we", "us", "our").

By purchasing a membership, creating an account, or otherwise using the Platform, you confirm that you have read, understood, and agree to these Terms and to our Privacy Policy.

If you are accepting on behalf of a business or organisation, you confirm that you have authority to bind that entity.

2. Nature of the Service

The Mend Collective provides educational and self-management resources for people living with chronic illness.

All content is for information and general wellbeing education only.

You must consult your own healthcare professional before making any medical or lifestyle changes.

3. Eligibility

You must be at least 18 years old and legally capable of entering a contract.

4. Memberships, Payments and Renewals

1. Subscriptions: You may choose weekly or monthly billing via our secure payment processor.
2. Renewals: Subscriptions renew automatically until cancelled.
3. Cancellations: You may cancel any time before the next billing date; access continues until the end of the paid period.
4. Refunds: Payments are non-refundable once a billing period begins, except under the Mend Commitment Guarantee (Clause 17).
5. Taxes: Prices include VAT where applicable.
6. Corporate clients: Separate written terms apply.

5. Use of the Platform

You agree to:

• Provide accurate information during registration;
• Maintain confidentiality of your login;
• Use the Platform only for lawful purposes;
• Not copy, share, record, or resell any part of the content;
• Not attempt to interfere with or reverse-engineer the Platform.

We may suspend or terminate access for any breach of these Terms or where continued use poses risk to the community or our business.

6. Health, Safety and Personal Responsibility

You understand and agree that:

• Participation is voluntary and undertaken at your own risk;
• The Mend Collective does not guarantee any specific health, emotional, or physical outcome;
• Results vary depending on individual factors beyond our control;
• You are solely responsible for your own health decisions and for seeking appropriate medical care when necessary;
• You must immediately stop any exercise or practice that causes discomfort and contact a qualified clinician.

By joining, you release The Mend Collective Ltd, its officers, employees, contractors, and affiliates from any liability for injury, aggravation, or loss resulting from participation in or reliance on our content.

7. Intellectual Property

All videos, audio, written materials, designs, and branding are owned by The Mend Collective Ltd.

You receive a non-exclusive, non-transferable licence to use these materials for personal educational purposes only.

Reproduction, distribution, or public sharing without written consent is strictly prohibited.

8. Community Rules

Members must:

• Be respectful and supportive;
• Avoid harassment, misinformation, or self-promotion;
• Maintain confidentiality of others' posts or session comments;
• Not offer or solicit medical advice.

We may remove content or terminate accounts immediately for breaches.

Refunds are not provided in such cases.

9. Data Protection

Personal data is processed according to our Privacy Policy.

All partners operate under signed Data Processing Agreements (DPAs) and UK GDPR safeguards.

10. Disclaimers and Limitation of Liability

1. No medical guarantee: We make no guarantee that participation will improve any health condition or achieve particular results.
2. No liability for injury or loss: To the fullest extent permitted by law, The Mend Collective Ltd and its personnel shall not be liable for any injury, illness, deterioration, psychological harm, or economic loss arising from use of the Platform, participation in sessions, or reliance on information provided.
3. Indirect and consequential loss: We are not liable for any indirect, incidental, or consequential damages, including loss of profits, data, or goodwill.
4. Cap on liability: Our total aggregate liability, whether in contract, tort, or otherwise, shall not exceed the total amount of membership fees paid by you in the 12 months preceding the event giving rise to the claim.
5. Non-excludable rights: Nothing in these Terms limits liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.

11. Indemnity

You agree to indemnify and hold harmless The Mend Collective Ltd, its directors, employees, contractors, and affiliates against any claims, losses, or expenses arising from your breach of these Terms or misuse of the Platform.

12. Suspension and Termination

We may suspend or terminate your access at any time, without refund, if you breach these Terms or where required by law.

You may request deletion of your account by emailing help@mendcollective.health.

13. External Links and Third-Party Services

The Platform may link to external sites. We are not responsible for their content, accuracy, or privacy practices.

Third-party integrations are used at your discretion and subject to their own terms.

14. Force Majeure

We are not liable for failure to perform any obligation due to events beyond our reasonable control, including but not limited to acts of God, pandemics, cyberattacks, or service outages.

15. Severability

If any provision of these Terms is held invalid or unenforceable, the remaining provisions remain in full force.

16. Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales, and any dispute shall be subject to the exclusive jurisdiction of the English courts.

17. The Mend Commitment Guarantee

1. Eligibility: Request within 14 days of first payment; complete initial onboarding and at least one session; less than 20% of content accessed.
2. Ineligible: Excessive use of content, community violations, or corporate/discounted plans.
3. Process: Email help@mendcollective.health with "Refund Request". Review within 5 working days; approved refunds issued within 10.
4. Acknowledgement: By purchasing, you waive the statutory 14-day digital cooling-off period under UK law because content is accessible immediately.

18. Contact

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The Mend Collective provides education, coaching, and community support for people living with chronic conditions.

1. No Medical Relationship

Your use of The Mend Collective does not create a doctor--patient or therapist--client relationship with any practitioner or staff member.

2. Educational Purpose Only

All material is for general information and wellbeing education.

It should not be used to diagnose or treat any medical condition.

3. Seek Professional Care

Always consult your GP or qualified clinician before starting, changing, or stopping any treatment, medication, or exercise routine.

4. No Warranty or Guarantee

While we strive for accuracy, we make no warranty that any programme or content will achieve specific results or improvement. Participation is voluntary and at your own risk.

5. Crisis Situations

We do not provide emergency or crisis intervention.

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The Mend Collective community exists to foster kindness, safety, and mutual support.

By joining, you agree to uphold these principles.

1. Respect and Conduct

• Treat all members with empathy and respect.
• No harassment, bullying, hate speech, or discrimination.
• No unsolicited private messaging or promotion.
• Do not share personal health data or images of others without explicit consent.

2. Medical Boundaries

• You may share experiences but must not give or request personalised medical advice.
• No posting of medication dosages, unverified treatments, or self-diagnosis instructions.

3. Confidentiality

What is shared in private circles or live sessions stays within the group.

Screenshots or external sharing of member content are strictly prohibited.

4. Safeguarding & Crisis

• Moderators may intervene or contact the Safeguarding Lead (Dr A. Ahmed) if risk is disclosed.
• The Mend Collective is not an emergency service and cannot provide urgent crisis management.
• Posts suggesting self-harm or danger will trigger confidential escalation procedures.

5. Moderation & Enforcement

We may remove posts or suspend accounts that breach these rules or endanger others.

Serious or repeated violations may lead to permanent removal without refund.

6. Reporting Concerns

If you encounter harmful content or behaviour, email help@mendcollective.health with the subject "Safeguarding Concern".

Reports are reviewed within one working day.

7. Commitment to Inclusion

We welcome people of all backgrounds and abilities. Abusive or exclusionary behaviour will not be tolerated.