T&Cs – Unpaid Carers Hub and Directory Subscription

Last updated: [14 October 2025]

1. Introduction

1.1 These terms and conditions (“Terms”) apply to all businesses and sole traders (“Advertisers”, “you”) who purchase the Unpaid Carers Hub and Directory subscription service (“Unpaid Carers Hub and Directory Subscription”) from Crossroads Care Surrey (“we”, “us”, “our”) through our website at https://crossroadscaresurrey.org.uk/.
1.2 By purchasing an Advertising Subscription, you agree to accept and abide by these Terms. Please ensure that you read them carefully before  you conclude your purchase.

2. Service Description

2.1 The Unpaid Carers Hub and Directory Subscription allow Advertisers to promote their business or organisation by creating a listing on our website.
2.2 Each subscription provides the Advertiser with:
 a. Access to create and manage their own listing;
 b. Publication of that listing on our website (subject to approval); and
 c. Continued display for the duration of the subscription period (monthly or annual).
2.3 All subscriptions are billed in advance and renew automatically unless cancelled in accordance with Clause

3. Activation Process

3.1 The process for creating and publishing a listing is as follows:
 a. You complete payment for your chosen subscription.
 b. We send you a unique link enabling you to create your own listing.
 c. You complete and submit your listing for review.
 d. We review your listing to ensure it meets our content standards.
 e. Once approved, your listing is published (“activated”) on our website.
3.2 “Activation” occurs when your listing is approved and published on our website.

4. Sole Traders and Individuals (Consumers)

(Covered by the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013)

4.1 If you are a sole trader or individual acting for purposes wholly or mainly outside your trade, business or profession, these rules apply.
4.2 Before Activation:
 a. You have a 14-day cooling-off period beginning on the day after payment is made.
 b. If you should decide to cancel during this period for any reason you will receive a full refund, provided your listing has not yet been approved and published.
 c. Once you have submitted your listing for approval during this 14-day period, it will be assumed that you expect the service to begin immediately.
 d. By submitting your listing, you wave your right to cancellation. Once the listing has been approved and published (“activated”), your full subscription will be activated and you will not be entitled to a full refund. 
4.3 After Activation:
 a. Once your listing is activated, payments are non-refundable, even if you later remove or cancel your listing.
 b. The subscription will renew automatically at the end of each billing period (monthly or annual) until you cancel.
 c. You may cancel at any time to stop future renewals; your listing will remain active until the end of the current billing period.
 d. If we fail to publish your listing or make a significant error preventing it from appearing as agreed, you will be entitled to a full or partial refund.

5. Business Customers (B2B)

5.1 This clause applies where the Advertiser is a company, partnership, organisation or individual purchasing wholly for business purposes.
5.2 Before Activation:
 a. You may cancel your subscription before your listing has been approved and published.
 b. If you cancel before activation, you will receive a 50% refund of the total subscription fee. The remaining 50% covers administrative and platform costs incurred in setting up your listing access and review process.
5.3 After Activation:
 a. Once your listing is activated, all payments are non-refundable except where we fail to deliver the agreed Advertising Service (for example, if your listing is not published or is unavailable for an extended period).
 b. The subscription will renew automatically at the end of each billing period (monthly or annual) until you cancel.
 c. You may cancel at any time to stop automatic renewal, but your listing will remain active until the end of the current billing period.

6. Content Standards and Approval

6.1 All listings must comply with our Content Guidelines and applicable laws.
6.2 We reserve the right to refuse, edit or remove any listing that:
 a. Is misleading, unlawful, or inappropriate; or
 b. Conflicts with our charitable objectives or values.
6.3 If a listing is refused before activation, a full refund will be issued.
6.4 If a listing is removed after activation for breach of these standards, no refund will be issued.

7. Automatic Renewal and Cancellation

7.1 Subscriptions renew automatically at the end of each billing period (monthly or annual).
7.2 We will send you a renewal reminder at least [7–14 days] before your next billing date.
7.3 You may cancel your subscription at any time by either:
 a. Logging in to your customer portal and cancelling your subscription there; or
 b. Contacting us by email (see Clause 9).
7.4 To avoid renewal, cancellations must be completed before the next billing date.
7.5 Upon cancellation, your listing will remain active until the end of the current billing period and will then be removed from the website.

8. Service Failures

8.1 If for any reason your listing is affected by any issue and is not visible for over one month, we will review the impact, and you may be entitled to a partial refund of your subscription.
8.2 Refund amounts will depend on the extent and duration of the failure.

9. Contact Information

To request a cancellation, refund, or to ask any subscription-related question, you may:

• Log in to your customer portal and manage your subscription; or
• Email us at christine.jacobs@ccsurrey.org.uk; or
• Call us on  01372 869970

10. Statutory Rights

Nothing in these Terms affects your statutory rights under UK law.

11. No Endorsement or Recommendation

11.1 Crossroads Care Surrey provides the Advertising Services as a paid listing platform only.
11.2 The inclusion of any business, organisation, product, or service on our website does not constitute an endorsement, approval, or recommendation by Crossroads Care Surrey.
11.3 We do not verify the accuracy of advertisers’ claims, nor do we guarantee the quality, safety, or reliability of any goods or services they provide.
11.4 Visitors and users of the website are encouraged to carry out their own due diligence before engaging with any advertiser.