Terms of Service for HarbourLink Community Support Ltd

1. Introduction and acceptance of terms

These Terms of Service ("Terms") govern your access to and use of the services, activities, information, support, and related content provided by HarbourLink Community Support Ltd (referred to as "we", "us", or "our"). Our registered service address is HarbourLink Community Hub, 18 North Street, Southampton, SO14 2YB, UK.

By accessing, engaging with, attending, or otherwise using any of our services, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree to these Terms, you should not use our services.

These Terms apply to all users, visitors, participants, volunteers, carers, family members, and any other persons interacting with our services unless otherwise agreed in writing.

2. Scope of services

HarbourLink Community Support Ltd provides community-focused support services, which may include the following:

• Community advice and signposting;
• Food pantry referrals and emergency support;
• Digital inclusion and basic computer help;
• Family and youth support sessions;
• Volunteer coordination and local befriending;
• Wellbeing workshops and peer support groups.

Our services are intended to provide practical community support, emotional encouragement, and signposting to relevant third-party services. We do not provide emergency services, legal advice, medical treatment, social work services, counselling in place of licensed clinical care, or financial advice unless explicitly stated in writing.

We may offer services in person, by telephone, online, or through partner organisations. Availability may vary based on staffing, funding, capacity, safeguarding needs, venue access, and other operational factors.

3. User obligations and responsibilities

When using our services, you agree to:

• Provide accurate, current, and complete information when requested;
• Use our services respectfully and lawfully;
• Follow reasonable instructions, safeguarding procedures, venue rules, and health and safety requirements;
• Not misuse, disrupt, abuse, harass, threaten, or exploit staff, volunteers, participants, premises, systems, or property;
• Not attend sessions or use services while under the influence of alcohol or drugs in a way that may risk safety, unless we have expressly agreed otherwise and it is appropriate to the service;
• Respect the confidentiality and privacy of other service users, volunteers, and staff;
• Promptly notify us of any change in circumstances relevant to your participation, including safeguarding concerns, contact details, accessibility needs, or medical issues that may affect safe participation.

You are responsible for ensuring that any personal items brought to our premises or events are kept secure. We are not responsible for loss or damage to personal property except where required by law.

If you attend on behalf of another person, you confirm that you have authority to do so or that you are acting in that person’s best interests where appropriate.

4. Payment terms and conditions

Many of our community support services are provided free of charge, or at a subsidised rate, depending on funding and programme design. Where a payment is required, we will inform you in advance of the amount, payment method, and any applicable conditions.

Unless otherwise stated:

• Fees must be paid in full in advance or by the deadline specified by us;
• Payments may be collected by cash, card, bank transfer, or another approved method;
• All fees are stated in pounds sterling (GBP) unless otherwise indicated;
• If a third party subsidises or funds your place, your participation may still be subject to these Terms;
• We may refuse or suspend services for non-payment where payment is due and outstanding.

Any payment arrangements, concessions, or waivers are discretionary unless expressly agreed in writing by HarbourLink Community Support Ltd.

5. Cancellation and refund policy

Where booking-based or fee-based services are offered, cancellations should be made as soon as possible by contacting us using the details below.

• If you cancel before a service begins, we may offer a transfer, credit, or refund at our discretion, subject to the circumstances and any costs already incurred;
• If you fail to attend a booked session without notice, no refund will ordinarily be due;
• We may cancel, postpone, or change a service due to low attendance, safeguarding concerns, staff availability, venue issues, weather, funding changes, or events beyond our control;
• If we cancel a paid service and cannot offer a suitable alternative, we will ordinarily provide a refund for the affected fee only, unless otherwise stated.

Refunds, where approved, will normally be made using the original payment method within a reasonable period. This policy does not affect any non-excludable legal rights that may apply.

6. Liability limitations

To the fullest extent permitted by applicable law, HarbourLink Community Support Ltd shall not be liable for:

• Any indirect, incidental, special, consequential, or punitive loss or damage;
• Loss of profits, business, opportunity, goodwill, or anticipated savings;
• Loss or corruption of data, except where caused by our failure to take reasonable care;
• Any decisions made by you or by third parties based on information, advice, signposting, or support provided through our services;
• The acts, omissions, services, or advice of third parties, including referred agencies, volunteers, partner organisations, or external providers.

We provide community support on a best-efforts basis. Any information, signposting, or guidance we provide is intended to be helpful and general in nature and should not be relied upon as a substitute for professional advice where such advice is required.

Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited or excluded under applicable law.

7. Intellectual property rights

Unless otherwise stated, all intellectual property rights in our materials, content, documents, training resources, workshop materials, logos, graphics, text, and website content are owned by or licensed to HarbourLink Community Support Ltd.

You may use our materials only for personal, non-commercial, and lawful purposes connected with your participation in our services, unless we have granted written permission for other use.

You must not copy, reproduce, distribute, adapt, publish, sell, or exploit any of our materials without our prior written consent, except where permitted by law.

If you submit content to us, including feedback, testimonials, photographs, or written contributions, you grant us a non-exclusive, royalty-free licence to use that content for operational, promotional, safeguarding, or reporting purposes, subject to applicable law and any consent requirements.

8. Data protection and privacy

We are committed to handling personal data responsibly and in accordance with applicable data protection laws. We may collect and process personal data including contact details, accessibility needs, support preferences, safeguarding information, attendance records, and other information necessary to provide our services safely and effectively.

We may use your information to:

• Deliver and manage our services;
• Assess eligibility and suitability for support;
• Maintain safeguarding and welfare records;
• Contact you about bookings, changes, or follow-up support;
• Meet legal, regulatory, reporting, and funding obligations;
• Improve our services and understand community needs.

We may share personal data with relevant third parties where necessary and lawful, for example with referral partners, safeguarding authorities, emergency services, funders, or professional advisers, where appropriate and proportionate.

Further information about how we collect, use, store, and protect personal data should be set out in our separate Privacy Policy, which forms part of our wider service information and should be read alongside these Terms where applicable.

If you provide information about another person, you must ensure that you have the authority or legal basis to do so and that they are informed where required.

9. Force majeure

We shall not be liable for any delay or failure in performance of our obligations caused by events beyond our reasonable control, including but not limited to severe weather, fire, flood, power failure, internet or telecommunications failure, industrial action, pandemic, epidemic, public health restrictions, acts of government, civil disorder, terrorism, venue unavailability, or supply chain disruption.

Where a force majeure event affects our services, we may suspend, modify, reschedule, or cancel services as necessary without liability, subject to any mandatory legal obligations and where reasonably practicable to do so.

10. Changes to terms

We may update or amend these Terms from time to time to reflect changes in our services, legal requirements, operational practices, or safeguarding needs.

Any updated version will be published or otherwise communicated to you where appropriate and will take effect from the date specified in the revised version. Your continued use of our services after any changes become effective constitutes acceptance of the revised Terms.

11. Applicable law and jurisdiction

These Terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or related to these Terms, subject to any mandatory rights you may have under applicable law.

12. Contact information

If you have any questions about these Terms or our services, please contact us using the details below:

• Organisation: HarbourLink Community Support Ltd
• Address: HarbourLink Community Hub, 18 North Street, Southampton, SO14 2YB, UK
• Email: [email protected]
• Phone: +44 23 8051 6947

13. Severability clause

If any provision or part-provision of these Terms is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision or part-provision shall, to the extent required, be deemed deleted. The remaining provisions shall continue in full force and effect.

If any invalid, unlawful, or unenforceable provision would be valid, lawful, and enforceable if part of it were deleted, that provision shall apply with the minimum modification necessary to make it lawful and enforceable.