Customer Terms for CQC Assistance and Confidentiality – The Compliance Clinic

Effective Date: 25 August 2025

1. Definitions

“We”, “Us”, “Our” refers to The Compliance Clinic, registered healthcare compliance provider, operating via www.thecomplianceclinic.uk.
“You”, “Customer”, “Client” refers to the organization, business, or individual acquiring CQC assistance, compliance services, policies, or resources from The Compliance Clinic.
“Materials” refers to all documentation, policies, procedures, SOPs, downloads, educational content, and other resources provided by The Compliance Clinic.

2. Scope of Services

The Compliance Clinic provides CQC (Care Quality Commission) compliance support, including but not limited to: expert guidance, compliance audits, coaching, membership areas, policies, procedures, SOPs, clinical supervision, and audit services.

3. Customer Obligations

You agree to provide accurate, current, and complete information as necessary for us to deliver CQC assistance and compliance services.
You are solely responsible for maintaining the confidentiality and security of your login credentials and account information.

4. Copyright and Intellectual Property

All Materials provided by The Compliance Clinic, including policies, procedures, SOPs, downloads, and guidance documents, are copyright © 2025 The Compliance Clinic. All rights reserved.
Materials are provided to your clinic or organization for your internal use only.
You may adapt or modify these Materials to best suit the operational and regulatory needs of your individual clinic or business. Adaptation and customization are encouraged to ensure compliance with local and specific requirements.

5. Confidentiality and Non-Disclosure

All Materials, policies, procedures, SOPs, and related downloads are supplied exclusively for your clinic's or organization's internal use.
Materials must not be shared, disclosed, distributed, or transferred to any third party, either in whole or in part, without the prior written consent of the owner and Clinical Lead, Louise Joyce.
You must notify The Compliance Clinic (via the contact details below) if approached by, or intending to share Materials with, a third party.
Unauthorized sharing, publication, redistribution, or commercialization of any Materials is strictly prohibited and constitutes a breach of these terms and conditions.

6. Use of Materials

You are encouraged to adapt the Materials to suit the individualized needs of your business, provided adaptations remain for your clinic's internal use only.
You agree that all Materials are for your benefit and compliance and not to be used, sold, or given for any external commercial or non-commercial purposes without written permission from The Compliance Clinic.

7. Termination

The Compliance Clinic reserves the right to terminate services and access to Materials if you breach these Terms, including sharing Materials with a third party without authorization.
Upon termination, you must immediately cease use of, and delete or destroy, all Materials obtained from The Compliance Clinic.

8. Limitation of Liability

The Compliance Clinic provides Materials as guidance for compliance with CQC and other regulatory obligations.
We make no guarantee that implementation of any provided Materials will ensure compliance or prevent regulatory action.
The Compliance Clinic cannot be held liable for any direct or indirect losses, regulatory penalties, or damages resulting from your use, adaptation, or misapplication of our Materials.

9. Contact

For any queries, to request sharing permissions, or to report suspected misuse:

The Compliance Clinic
Email: enquiries@thecomplianceclinic.uk
Website: www.thecomplianceclinic.uk

10. Governing Law

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

REFUND POLICY

The Compliance Clinic
www.thecomplianceclinic.uk

1. GENERAL PROVISIONS

This Refund Policy ("Policy") applies to all services and products offered by The Compliance Clinic ("Company", "we", "us", "our"), including but not limited to compliance assistance downloads and educational courses. By purchasing any service or product from The Compliance Clinic, you ("Customer", "you", "your") agree to be bound by the terms of this Policy.

2. COMPLIANCE ASSISTANCE DOWNLOADS

2.1 Digital Products and Downloads

All compliance assistance downloads, including but not limited to templates, checklists, audit tools, guidance documents, and digital resources are considered delivered upon successful download or access provision
Refunds for compliance assistance downloads are not available once the digital content has been accessed, downloaded, or delivered to the customer
In cases where technical issues prevent successful download or access, the Company will provide technical support to resolve the issue or offer a full refund if resolution is not possible within 48 hours

2.2 Exceptions for Compliance Downloads

Refunds may be considered in exceptional circumstances where:

The digital content is materially different from the description provided at the time of purchase
Technical defects render the content unusable despite reasonable attempts to resolve the issue
Duplicate purchases made in error within 24 hours of the original transaction

3. EDUCATIONAL COURSES

3.1 Course Refund Eligibility

Refunds for educational courses (F2F) may be requested within 14 calendar days of purchase, provided the customer has not accessed more than 25% of the course content of any pre-course material.
Course progress is tracked through our learning management system, and refund eligibility is determined based on recorded activity
Customers who have completed assignments, downloaded course materials, or participated in live sessions are not eligible for refunds

3.2 Course Refund Process

Refund requests must be submitted in writing to info@thecomplianceclinic.uk within the eligible timeframe
The request must include:

Original purchase confirmation or order number
Reason for the refund request
Processing time for approved refunds is 5-10 business days from approval date

3.3 Course Refund Exceptions

No refunds will be provided for:

Courses purchased at discounted or promotional rates
Custom or bespoke training programmes
Courses where certificates have been issued
Live webinars or workshops after the scheduled date has passed

4. MEMBERSHIP AND SUBSCRIPTION SERVICES

Monthly membership subscriptions may be cancelled at any time with immediate effect for future billing cycles. Unless a 12 Month contract has been entered.
No partial refunds are provided for unused portions of monthly memberships
Annual memberships may be cancelled within 14 days of initial purchase , less a £50 administrative fee
Membership benefits, including access to exclusive content and resources, are forfeited upon cancellation and any links, supervisions, meeting after this date will be cancelled.

5. CLINICAL SUPERVISION AND COACHING SERVICES

Cancellations made more than 48 hours before scheduled appointments incur no penalty
Cancellations made 24-48 hours before scheduled appointments incur a 50% charge
Cancellations made less than 24 hours before scheduled appointments or no-shows incur the full fee
Refunds for prepaid supervision or coaching packages may be provided for unused sessions, subject to a 15% administrative fee

6. REFUND METHOD AND PROCESSING

All approved refunds will be processed using the original payment method
Credit card refunds typically appear within 3-5 business days
Bank transfer refunds may take up to 10 business days to process
Third-party payment processor fees are non-refundable
The Company reserves the right to deduct reasonable administrative costs from refund amounts where applicable

7. DISPUTE RESOLUTION

Customers must first attempt to resolve any refund disputes directly with The Compliance Clinic through our customer service channels
Formal disputes should be submitted in writing with supporting documentation
The Company will respond to all dispute communications within 5 business days
If resolution cannot be achieved, disputes may be escalated to alternative dispute resolution services

8. MODIFICATIONS TO POLICY

The Compliance Clinic reserves the right to modify this Refund Policy at any time
Changes will be communicated via website updates and email notification to registered customers
Continued use of services after policy changes constitutes acceptance of the revised terms
Significant changes affecting customer rights will be subject to a 30-day notice period

9. CONSUMER RIGHTS

This Policy does not affect your statutory consumer rights under applicable law
UK customers retain rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013
Where statutory rights provide greater protection than this Policy, such rights shall prevail
Customers may seek advice from Citizens Advice or Trading Standards regarding their consumer rights

10. CONTACT INFORMATION

For refund requests or questions regarding this Policy, please contact:

Email: info@thecomplianceclinic.uk
Website: www.thecomplianceclinic.uk

Effective Date: 4th September 2025
Last Updated: 30th September 2025